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4-1 You would like to ensure that the sales transaction ZA## must have the ExternalReference field maintained. You would like an error message if no data is enteredfor the field. Create an incompleteness group =* with the description ,& *URXS

for your transaction. Maintain the incompleteness procedure =3 ## with thedescription ,& 3URFHGXUH .

4-1-1 Define the incompleteness group =* ##.

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In the Dialog Structure navigate to

,QFRPSOHWHQHVV *URXS 7UDQVDFWLRQ ,WHP

Click on 1HZ (QWULHV. Create incompleteness group =* with the

description ,& *URXS .Save your entries.

4-1-2 Assign the incompleteness group to your transaction type =6 .

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Search for your transaction type =6 and assign incompleteness group=* to it.

4-1-3 Create an incompleteness procedure =3 with the description ,&3URFHGXUH .


,QFRPSOHWHQHVV 3URFHGXUH

Click on 1HZ (QWULHV. Create an incompleteness procedure =3 with thedescription ,& 3URFHGXUH .

4-1-4 Enter the details for the incompleteness procedure and define the ([WHUQDO 5HIHUHQFHfield 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, andchoose 7HFKQLFDO ,QIRUPDWLRQ. In the )LHOG 'DWDsection, youwill see the field name


,QFRPSOHWHQHVV3URFHGXUH 'HWDLO , choose 1HZ (QWULHVand enter

Object Name: 6DOHV

Field Name: 32B180%(5B62/'

Relevance: +HDGHU

Message Category: (UURU

Business Transaction: ,1&

Save your entries.

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© SAP AG CR100 5-66

4-1-5 Create an incompleteness procedure 'HWHUPLQDWLRQ. Enter =* in the ,QFRPSOHWHQHVV *URXS 7UDQVDFW field (incompleteness for transaction type)and leave second field ,QFRPSOHWHQHVV *URXS(incompleteness businesspartner) empty. Enter =3 in the 3URFHGXUHfield.

In the Dialog Structure navigate to,QFRPSOHWHQHVV 3URFHGXUH 'HWHUPLQDWLRQ, choose 1HZ (QWULHVand enterthe following

Incompleteness Group Transact.: =*

Procedure: =3

4-1-6 See if your incompleteness procedure works on the business partner##Stockmann AG. Therefore create a new transaction of type 6HUYLFHRUGHU.

Is an error message displayed?

<HV, 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 tonavigate 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 haveworked on. All data that are stored in an activity consist of important information sources, to whichall 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.y A EXVLQHVV DFWLYLW\contains information about business partner interaction on a particular date.y A WDVN contains information about what one or more employees have to complete by a particular

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All activities consist of basic and more detailed information on various tab pages(header data).

The KHDGHUcontains fields for the description, date and time, category, and partner information. The 2YHUYLHZtab page is divided into several areas and contains the following detailed information:

y Priority, completion, and result (status) of the activityy Reason and goal of the activity

General information, for example, who created the activity and when. The possible entries for thesefields are defined in Customizing under the following path: 7UDQVDFWLRQV→ 6HWWLQJV IRU $FWLYLWLHV

On the other tab pages, you can process and send texts, display and change business partnerinformation, check organizational data, enter activity-specific addresses, and display a detailed viewof all dates.

When you work with WDVNV, the system does not show the tab pages for organizational data andaddresses 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 outon 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 theCustomizing for Customer Relationship Management under 7UDQVDFWLRQV→ %DVLF 6HWWLQJV

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 widerange of possibilities, for example, the preparation of a customer presentation, or a reminder to buy abirthday card. If you mark a task as SULYDWH, 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 theprevious one:y 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 textdetermination procedure, the partner determination procedure, the status profile, the organizationaldata profile, and the number range assignment.

y Assigning the business transaction category: You can assign a transaction type to one or morebusiness transaction categories. Only specific combinations of business transaction categories arepossible. You can select additional business transaction categories dependent on the leadingbusiness transaction category.

y Customizing at header level: Dependent on the business transaction category, various settingsshould be performed here.

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You can copy an existing business transaction and use it as the basis for a subsequent transaction.Here you have two options:y You can create a follow-up transaction.y You can copy a business transaction. In this case, the system creates a copy of the transaction

currently used and displays it for processing. When the copied transaction is saved, the GRFXPHQWIORZ LV QRW XSGDWHG, that is, the copied transaction has no connection to the reference document.

To create a follow-up transaction, no customizing of the copying control is necessary. When you FRS\ an activity, the system produces a copy of the activity you requested and displays it

for processing. When the copied transaction is saved, the document flow is not updated, that is, thecopied process does not have a reference to the reference document.

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© SAP AG CR100 6-10

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Customer surveys

Customer visit evaluation

Customer satisfaction surveys, and so on

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The TXHVWLRQQDLUHin 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:y A telephone call script, which leads you through the conversation with the customery A customer feedback formy 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 7UDQVDFWLRQV→ 6HWWLQJV IRU $FWLYLWLHV→

4XHVWLRQQDLUHV After the necessary Customizing settings have been made, the activity will contain the

4XHVWLRQQDLUHVtab page. If you do not maintain questionnaire determination, the 4XHVWLRQQDLUHtabpage is QRWshown.

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

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The information in the activity journal may or may not be product-related. An activity journal cancontain the following information:y Type and number of products discussed with customers or samples handed out to customers, for

example, in the pharmaceuticals industryy Position of products in store, for example, whether they are placed on the promotional shelf, at the

check-out or near the store entrancey Customer feedback

The information gathered in activity journals can be used to:y Track the distribution of samples in the pharmaceuticals industryy Analyze sales data, for example, number of products handed out to customersy Track the progress of your sales team, for example, the number of discussions held with customers

and the result of these discussionsy 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 categorydetermination.

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 activitiescan also be displayed, for example, in Outlook. This is an additional function to synchronizingnormal appointments from the SAP calendar.

The 6$3 &DOHQGDU 6\QFKURQL]DWLRQ 7RROmust be installed. The CRM business activity must be assigned to a user. All SAP users must also have SAPoffice

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As of SAP CRM 4.0, exchange in both directions is possible, that is, from CRM to groupware andfrom groupware to CRM.

You can integrate CRM Activity Management with groupware applications, that is, MicrosoftOutlook and Lotus Notes, allowing you to synchronize business activities and tasks in your CRMcalendar and your own groupware calendar. Data exchange is two-way, enabling you to displayactivities and their data, such as date, time, location and business partners involved, which you havemaintained in the CRM system, in your own office management system, and vice versa. This allowsyou to work more quickly and effectively because you do not have to keep referring back to yourCRM 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 inthe database as a business document (BDoc), and then sent to CRM middleware. Middleware callsadapters, and sends the activity to the map box. The business activity is then converted to iCalendarformat, making it compatible with groupware applications.

Groupware integration with CRM Enterprise is server-based, meaning the data is exchangedautomatically in the background, without having to be triggered by the user.

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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 isknown as the 0DS%R[ . Predefined mappings are delivered for groupware integration.

SAP *URXSZDUH &RQQHFWRUVexternal to the CRM server perform the message synchronizationbetween the CRM server and the groupware server. Message transfer is performed using a reliableand open messaging interface based on XML-SOAP. The standard groupware object formats aretransformed to proprietary groupware object formats.

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The Activity Monitor can be called up with 6$3 0HQX → $FWLYLWLHV→ $FWLYLW\ 0RQLWRU. 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: 6$3 1HW:HDYHU→

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The fact sheet delivers an immediate and compact overview of business partner information fromseveral sources, for example, business partner master data, statistical data, and transaction data. Inthis way, you can quickly and simply display the most important details for your main customers orbusiness transaction partners.

The most important steps for modifying the fact sheet are the view definition, the assignment of infoblocks to views, and the assignment of views to user roles:y 9LHZ GHILQLWLRQWith 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 viewaccording to the requirements of the user.

y $VVLJQPHQW RI LQIR EORFNV WR WKH YLHZV y $VVLJQPHQW RI YLHZV WR XVHU UROHVIn this step, you can assign particular views to particular

single roles. Therefore, the information you see on the fact sheet depends on the application inwhich 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 theCRM 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 activitiesusing the activity monitor and using the Businss Partner Cockpit and theFact Sheet.

1-1 For the customer visits that result from these activities, set up your own 7UDGH )DLU$FWLYLW\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##7ULDO 2UGHU.

1-1-2 Copy the existing transaction type 6DOHV &DOO, and enter =% as thetransaction type and ## 7UDGH )DLU 9LVLWas the name and long description.

Assign the organizational data profile =25*352) and the actionprofile $&7,9,7< to the new transaction type.

In the &XVWRPL]LQJ KHDGHUarea, assign your newly created aim = to thetransaction type =% and set the priority to +LJK.

A ##Trade Fair Visit should generally be relevant for the calendar. It shouldnot be possible to create a private ##Trade Fair Visit. Set or check thecorresponding indicators.

1-1-3 Now test the new transaction type by creating a contact of the type ## 7UDGH)DLU 9LVLWfor a week from today, 2.00-3.00 p.m. Use )LUVW## YLVLW DIWHUWUDGH IDLUas the description and ## 6WRFNPDQQas 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 7UDGH )DLU $FWLYLW\, create a follow-up activity with transactiontype 7DVN . Use $SSRLQWPHQW &XVWRPHU 6WRFNPDQQas the description,3UHSDUDWLRQas 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 $FWLRQVtab page. Try toexecute the action &UHDWH IROORZ RQ WDVN .

Later in the course, the more detailed relationships for executing andautomatically processing actions will be explained.

1-3 Activity Monitor

1-3-1 Use various methods to search for the activites you created in the previousexercises.

1-4 Now you want to add a personalized view to the fact sheet in the business partnercockpit which will enable you to view various business partner-specific informationat the same time.

1-4-1 Call the business partner cockpit directly from the transaction processing orfrom the SAP menu ( 0DVWHU 'DWDo %XVLQHVV 3DUWQHUVo %XVLQHVV 3DUWQHU &RFNSLW ) and enter the QXPEHUof the customer 6WRFNPDQQ, if necessary.

1-4-2 In the 3HUVRQDOL]Harea, define your own view 7UDGH )DLU 9LHZasVHOHFWDEOHand assign the following info blocks / sequences.

$GGUHVV &ODVVLILFDWLRQand 2SHQ DFWLYLWLHV1-4-3 In the Business Partner Cockpit, check the new fact sheet view for your new

customer 6WRFNPDQQ $*

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1-1 For the customer visits that result from these activities, set up your own 7UDGH )DLU$FWLYLW\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##7ULDO 2UGHU.

$UFKLWHFWXUH DQG 7HFKQRORJ\o &RQILJXUDWLRQo &XVWRPL]LQJ

Choose 6$3 ,PSOHPHQWDWLRQ *XLGH.


7UDQVDFWLRQVo 6HWWLQJV IRU $FWLYLWLHVo 0DLQWDLQ &DWHJRULHV *RDOV DQG 3ULRULWLHVo 0DLQWDLQ *RDOV

Select 1HZ (QWULHV.

Aim: =

Description: 7ULDO 2UGHU

Save your entries and choose Back twice to return to the IMG menu.

1-1-2 Copy the existing transaction type 6DOHV &DOO, and enter =% as thetransaction type and 7UDGH )DLU 9LVLWas the name and long description.


7UDQVDFWLRQVo %DVLF 6HWWLQJVo 'HILQH 7UDQVDFWLRQ 7\SHV

Select ( ) the transaction type 6DOHV &DOO and choose &RS\ DV«

( ).

Trans.Type: ZB##

Description: ##Trade Fair Visit

Long Name: ##Trade Fair Visit

Choose ENTER to perform the copy procedure and then confirm the dialogbox.

Assign the organizational data profile =25*352) and the actionprofile $&7,9,7< to the new transaction type.

Select the new transaction type and choose Details ( ).

Organizational Data Profile: =25*352)

Action Profile: $&7,9,7< .…

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© SAP AG CR100 6-22

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In the &XVWRPL]LQJ KHDGHUarea, assign your newly created aim = to thetransaction type =% and set the priority to +LJK.

In the dialog structure, double-click on $VVLJQPHQW RI %XVLQHVV7UDQVDFWLRQ &DWHJRULHV

Select the %XVLQHVV $FWLYLW\transaction category and double-click on&XVWRPL]LQJ KHDGHU in the dialog structure.

Goal: 7ULDO 2UGHU.

A Trade Fair Visit should generally be relevant for the calendar. It shouldnot be possible to create a private Trade Fair Visit. Set or check thecorresponding indicators.

The corresponding indicators &DOHQGDUand 3ULYDWH $SSRLQWPHQWV3RVVLEOHshould 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 7UDGH)DLU 9LVLWfor a week from today, 2.00-3.00 p.m. Use )LUVW YLVLW DIWHUWUDGH IDLUas the description and 6WRFNPDQQ as the contact person.

Check whether the system’s defaults for priority and aim are correct.

6$3 0HQX o $FWLYLWLHVo 0DLQWDLQ $FWLYLWLHV

Choose &UHDWH 7UDQVDFWLRQ( icon) and then &RQWDFWo 7UDGH )DLU9LVLW .

Activity Partner: 6WRFNPDQQ

Desc: )LUVW YLVLW DIWHU WUDGH IDLU Planned date from: $ ZHHN IURP WRGD\ S P

Planned date to: $ ZHHN IURP WRGD\ S P

Can you mark the activity as private?

1R The indicator is grayed-out because of the default setting and is notready for input.

Will the activity appear in the calendar of the employee responsible? Why,or why not?

Select the 3DUWQHUVtab. If the &DOHQGDU 0DLQWHQDQFHindicator is set in thefunction 5HVSRQVLEOH 3HUVRQ, then the activity is entered in thecorresponding calendar because the condition is fulfilled (the transactiontype 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 &DOHQGDUtab page in the /RFDWRU.

Alternatively, you can also call the calendar using the Business Workplace

(SAP menu, icon, Calendar button).

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© SAP AG CR100 6-23

1-2 Creating a follow-up activity.

1-2-1 From the 7UDGH )DLU $FWLYLW\, create a follow-up activity with transactiontype 7DVN . Use 6DOHV &DOO &XVWRPHU 6WRFNPDQQas the description,3UHSDUDWLRQas 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 &UHDWH )ROORZ 8S 7UDQVDFWLRQ( ) and 7DVNo 7DVN .

Desc. 6DOHV &DOO &XVWRPHU6WRFNPDQQ

Category: 3UHSDUDWLRQ

Planned date from: $ ZHHN IURP WRGD\ D P

Planned date to: $ ZHHN IURP WRGD\ S P

Choose Save and open the document flow ( ).

You see an immediately preceding document of the type &50 %XV$FWLYLWL\.

1-2-2 Navigate back to ##Trade Fair Visit and call up the $FWLRQVtab page. Try toexecute the action &UHDWH IROORZ XS WDVN .

You can thus navigate directly from the document flow to the Trade FairVisit, for example.

Alternatively, you could navigate by means of the transaction history

( ).Take the activity being processed and choose the $FWLRQVtab page.

Choose &UHDWH DFWLRQ( ) and then &UHDWH IROORZ XS WDVN .

Later in the course, the more detailed relationships for executing andautomatically 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 previousexercises.

6$3 0HQX o $FWLYLWLHVo $FWLYLW\ 0RQLWRU

Use one of the following selection variants and then perform the

selection ( ).

Selection variant 1: Select 0\ $FWLYLWLHV.

Selection variant 2: In the %XVLQHVV 3DUWQHUfield, enter the number of thecustomer 6WRFNPDQQ.

Selection variant 3: Enter 6DOHV &DOOin the 'HVFULSWLRQfield.

1-4 Now you want to add a personalized view to the fact sheet in the business partnercockpit which will enable you to view various business partner-specific informationat the same time.

1-4-1 Call the business partner cockpit directly from the transaction processing orfrom the SAP menu ( 0DVWHU 'DWDo %XVLQHVV 3DUWQHUVo %XVLQHVV 3DUWQHU &RFNSLW ) and enter the QXPEHUof the customer 6WRFNPDQQ,if necessary.

If you are in the transaction processing, choose the %XVLQHVV 3DUWQHU&RFNSLWbutton.

Alternatively, choose 6$3 0HQX o 0DVWHU 'DWDo %XVLQHVV 3DUWQHUVo

%XVLQHVV 3DUWQHU &RFNSLW .If necessary, in the %XVLQHVV 3DUWQHUfield, enter the number of thecustomer ## 6WRFNPDQQ.

1-4-2 In the 3HUVRQDOL]Harea, define your own view 7UDGH )DLU 9LHZasVHOHFWDEOHand assign the following info blocks / sequences.

$GGUHVV &ODVVLILFDWLRQand 2SHQ DFWLYLWLHV

Choose 3HUVRQDOL]H.

Choose 0\ YLHZV

View: 7UDGH )DLU 9LHZ Select: FKHFNPDUN!

Select the new view and choose ,QIR EORFNV.

Select and assign the info blocks in accordance with the instructions andsave your entries.

1-4-3 In the Business Partner Cockpit, check the new fact sheet view for your newcustomer 6WRFNPDQQ $* .

Select the 7UDGH )DLU 9LHZand check the information.

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Partner determination controls business partner processing in transaction processing. Partner data canbe checked for correctness using rules defined in Customizing. In this way, the user createscomplete, consistent transactions.

All transactions in CRM involve business partners. Partner processing allows you to work with thesepartners efficiently and consistently.

Partner processing includes partner determination, the procedure with which the systemautomatically finds and enters partners in transactions.

Partner processing allows you to define partners with your company’s terminology. It also lets youspecify many aspects of how partners are handled in transactions and lets you set how CRM and R/3exchange partner processing information. This means that end users do not have to think aboutpartner 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 determinedautomatically by the system.y In the case of a sales transaction, for example, these other partners are the ship-to party, the bill-to

party and the payer.y 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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In a transaction, partners can be determined at both header and item level. The partners found do notnecessarily need to match.

1. Which partners must be involved in the transaction?y 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 willresult in an error.

2. Are the partners determined automatically or completed manually?y Using access sequences (search strategies) it is possible to determine partners automatically.

3. When are the partners determined?y Three determination times can be used: 5HFXUULQJ 'XULQJ 3URGXFW (QWU\ :KHQ 6DYLQJ y Once a business transaction is saved, no automatic partner determination will take place.

4. Partners are also determined at the item level.y 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

y The DOWHUQDWLYH SDUWQHU SURSRVDOfunction can also be used to redetermine partners in saveddocuments and for triggering partner determination for empty partner functions saved previouslyin a document.

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3DUWQHU IXQFWLRQ FDWHJRU\: This classification of responsibilities is used as a system key foridentifying the partner function and the business partners who carry out these responsibilities. TheSAP CRM system includes SAP predefined partner function categories that cannot be changed orcreated again. Example: The FXVWRPHUpartner function has the partner function category VROG WR SDUW\.

3DUWQHU IXQFWLRQTerms for describing people with whom you do business. Customers can also bereferred to as sold-to parties, clients, patients or tenants. Partner functions describe those partnersthat you use in your organization. You can assign names freely.

3DUWQHU GHWHUPLQDWLRQ SURFHGXUHRules that determine how the system works with businesspartners during transaction processing. This procedure combines partner functions and accesssequences and contains additional information.

$FFHVV VHTXHQFHA search strategy for determining the data sources the system uses for partnerdetermination and the order in which the sources are used.

mySAP CRM partner processing has two important advantages over SAP R/3 partner determination:y Using the ordering of accesses in the DFFHVV VHTXHQFH(search strategy), it is possible to look for

involved partners in more than one place (sequence).y There are more VRXUFHVin which partners involved in a transaction can be found.

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Partner function catego ries 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.y 6$3 ,PSOHPHQWDWLRQ *XLGH→ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %DVLF )XQFWLRQV→ 3DUWQHU

3URFHVVLQJ→ 'HILQH 3DUWQHU )XQFWLRQV. When you define a partner function, you can assign a (corresponding) relationship category. This

relationship category is equivalent to the business partner relationship category.y Example: The relationship category LV UHVSRQVLEOH IRU is assigned to the partner function

(PSOR\HH UHVSRQVLEOH.y 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 relationshipcategory ( LV UHVSRQVLEOH WR LV UHVSRQVLEOH IRU ).

Lock: specifies whether the source partner for a partner determination is added to the results list of that determination.y 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, thelock field is not set, then the sold-to party can also appear as the contact person function in thetransaction.

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Partner determination procedures are defined in Customizing.y 6$3 ,PSOHPHQWDWLRQ *XLGH→ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %DVLF )XQFWLRQV→ 3DUWQHU

3URFHVVLQJ→ 'HILQH 3DUWQHU 'HWHUPLQDWLRQ 3URFHGXUH A SDUWQHU GHWHUPLQDWLRQ SURFHGXUHcan be assigned to a transaction type and an item category. A

partner determination procedure consists of three levels:y Procedure user (for example, sales transaction, service transaction, opportunity)y Partner functions in the procedure (for example, sold-to party, employee responsible)y Interface settings (which partners are displayed in the transaction in the JHQHUDO view?)

You can EORFN a SDUWQHU GHWHUPLQDWLRQ SURFHGXUHfor the determination, that is, the partnersstored in the procedure are not automatically found by the system but need to be maintainedmanually. For performance reasons, it can be useful to make this adjustment, for example, withInternet Sales transactions.

It can be useful to analyze partner processing for testing reasons. You can display a log. Forperformance reasons, it is best not to always record a log.

The GHWHUPLQDWLRQ WLPHcan be set for each partner function. However, partner determination occursonly before the initial save. If a transaction is saved and then subsequently altered, no new partnerprocessing (determination) takes place.

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Access sequences are defined in Customizing.y 6$3 ,PSOHPHQWDWLRQ *XLGH→ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %DVLF )XQFWLRQV→ 3DUWQHU

3URFHVVLQJ→ 'HILQH $FFHVV 6HTXHQFHV 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 partnerdetermination procedure for a partner function, you can enter the partner manually.

The following are access sources:y Business partner relationshipsy Business partner relationships by sales areay CRM organizational model (via determination rules)y Preceding documentsy Customer-specific sources, defined in the form of BAdI methods (such as

DETERMINATION_ADD_IN_1) (BAdI definition &20B3$571(5B%$', )

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The business transaction (for example, quotation, order, service contract) is assigned to thetransaction type %XVLQHVV WUDQVDFWLRQ W\SHVin 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 6ROG WR SDUW\partner function is used in SAP ERP. In SAP CRM, however, the same partnerfunction is known as &XVWRPHU. In Customizing ( &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %DVLF )XQFWLRQV→ 3DUWQHU 3URFHVVLQJ→ 'DWD 7UDQVIHU→ 'LVWULEXWLRQ RI 3DUWQHU )XQFWLRQV IURP 6$3 (&& LQWR &50 ), you can specify that SAP R/3 sold-to parties are SAP CRM customers.

In SAP CRM, the partner function &XVWRPHUis used. In SAP R/3 the same partner function is knownas 6ROG WR SDUW\. In Customizing ( &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %DVLF )XQFWLRQV→

3DUWQHU 3URFHVVLQJ→ 'DWD 7UDQVIHU→ 'LVWULEXWLRQ RI 3DUWQHU )XQFWLRQV IURP &50 LQWR 6$3 (&& ), you can specify that SAP CRM customers are SAP R/3 sold-to parties.

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• Describe and explain the fundamental concepts of CRM PartnerProcessing

• Create both a partner determination procedure and a sequence access inCustomizing

Within your trade fair business framework, you want to set up partnerprocessing for the transaction type 4XRWDWLRQaccording to your ownrequirements. You want to utilize business partner relationships and enterthe contact persons in the document as partners.

1-1 Analyze partner processing for the sales transaction 4XRWDWLRQin Customizing.In a separate parallel session, create a sales transaction with transaction type4XRWDWLRQ. Use your business partner ## 6WRFNPDQQ $* as Sold-To Party.

1-1-1 Which partner functions were automatically found by the system for thisparticular 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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© SAP AG CR100 7-16

1-2 Set up partner processing. You want to use a partner determination procedure forthe transaction of the type ##Quotation that will determine at least one of thecustomer’s contact persons.

1-2-1 Copy the partner determination procedure Telesales (00000001) with all its

dependent entries to =36 . Name the new partner determination procedure3DUWQHU'HW3URF

1-2-2 Create a single access sequence == 6ROG 7R 3DUW\ ± 5HODWLRQVKLSVwith individual accesses, which searches for a partner within therelationships maintained in the business partner master record. Enter forthe batch and dialog sequences, %XVLQHVV SDUWQHU UHODWLRQVKLSVas thesource, and 6ROG WR 3DUW\ &50 as the partner function.

1-2-3 Enhance the partner determination procedure =36 with the partnerfunction &RQWDFW 3HUVRQ &50, which the system finds automatically.

The partner function &RQWDFW 3HUVRQ&50 should occur at least once andno more than three times.

For determination, use the access sequence == , which you created in theprevious exercise.

You do not have to maintain the remaining fields.

1-2-4 Make sure that the address usage *RRGV UHFHLSW for partner function Ship-toparty is used. For all other partner functions the VWDQGDUG DGGUHVVshould bedetermined within transactions.

1-2-5 Display the partner function (PSOR\HH UHVSRQVLEOH &50on the headerscreen as well (user interface settings!).

1-2-6 Assign the partner determination procedure =36 ## to transaction type=$ ## (## 4XRWDWLRQ).

1-2-7 Test the new partner determination procedure by creating the salestransaction 4XRWDWLRQDoes the system now find the contact person whowas stored as a relationship to the business partner (see Business Partnersexercises)?

____________________________

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© SAP AG CR100 7-17

1-3 Comprehension questions on partner processing

1-3-1 What concept makes partner processing particularly flexible? Explain why.

_____________________________________________________

__________________________________________________________________________________________________________

_____________________________________________________

1-3-2 Can you define your own partner functions in Customizing?

___________________________

1-3-3 Can you define your own partner function categories?

___________________________

1-3-4 What (business partner) relationship category is evaluated if you try to

determine the partner function (PSOR\HH UHVSRQVLEOHusing an accesssequence that searches in the business partner’s relationships?

2SWLRQDO

Test this by assigning the DFFHVV VHTXHQFH ==to the partner function(PSOR\HH UHVSRQVLEOH. Then maintain the corresponding relationship forthe business partner ##Stockmann AG and use any existing employee, suchas Lou Windham, for example (business partner number 400440).

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© SAP AG CR100 7-18

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2-1 Analyze partner processing for the service transaction ## 6HUYLFH 2UGHUinCustomizing. In a separate parallel session, create a service transaction withtransaction type ## 6HUYLFH 2UGHU. Use your business partner ## 6WRFNPDQQ $* as

Sold-To Party.2-1-1 Which partner functions were automatically found by the system for this

particular service transaction?

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

______________________________________________________________________________


Is it Michael ##Contact?


_______________________

2-1-3 Can you manually maintain additional partners in the partner view? If so, dothis.

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© SAP AG CR100 7-20

2-2 Set up partner processing. You want to use a partner determination procedure forthe transaction of the type ##Service Order that will determine at least one of thecust omer’s contact persons (Michael ##Contact).

2-2-1 Copy the partner determination procedure 6HUYLFHRUGHU +HDGHU

(=7659+ ) with all its dependent entries to =36 ##. Name the newpartner determination procedure 3DUWQHU'HW3URF


2-2-3 Change the =36 partner determination procedure and assign the accesssequence you just created to the &RQWDFW SHUVRQ &50partner function.

In addition to this, the partner function &RQWDFW 3HUVRQ&50 should occurat least once and no more than three times.

2-2-4 Display the partner function &RQWDFW SHUVRQ &50on the header screenas well (user interface settings!).

2-2-5 Assign the partner determination procedure =36 ## to transaction type =6 ##(##6HUYLFH 2UGHU).

2-2-6 Test the new partner determination procedure by creating the servicetransaction 6HUYLFH 3URFHVVDoes the system now find the contact personwho was stored as a relationship to the business partner (see BusinessPartners exercises)?

____________________________

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_____________________________________________________

__________________________________________________________________________________________________________

_____________________________________________________


___________________________


___________________________



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1-1 Analyze partner processing for the sales transaction 4XRWDWLRQin Customizing.In a separate parallel session, create a sales transaction with transaction type4XRWDWLRQ. Use your business partner ## 6WRFNPDQQ $* as the Sold-To Party.

1-1-1 Which partner functions were automatically found by the system for thisparticular sales transaction? Was a contact person found?

6$3 0HQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o &RQILJXUDWLRQo

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The partner determination procedure 00000001 is assigned to transactiontype AG (Telesales).


%DVLF )XQFWLRQVo 3DUWQHU 3URFHVVLQJo 'HILQH 3DUWQHU 'HWHUPLQDWLRQ 3URFHGXUH

The partner determination procedure 00000001 contains the following fivepartner functions:

6ROG WR 3DUW\ 6KLS WR 3DUW\ %LOO WR 3DUW\ 3D\HU (PSOR\HH5HVSRQVLEOH


7KH SDUWQHU IXQFWLRQ&RQWDFW 3HUVRQ &50ZDV QRW IRXQGDXWRPDWLFDOO\ EHFDXVH LW LV QRW OLVWHG LQ WKH SDUWQHU GHWHUPLQDWSURFHGXUH


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3DUWQHU 3URFHVVLQJo 'HILQH 3DUWQHU 'HWHUPLQDWLRQ 3URFHGXUH

View the details for the partner function Employee Responsible in partnerdetermination procedure 00000001 (Telesales).

,'(6 IURP XVHU =


In your second session, go to the 3DUWQHUtab page in the sales transaction

and enter, for example, a contact person (e.g. the Business Partner numberof Michael Contact ##).

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© SAP AG CR100 7-24

1-2 Implement partner processing. You want to use a partner determination procedurefor the transaction of the type ##Quotation that will determine at least one of thecustomer’s contact persons.

1-2-1 Copy the partner determination procedure Telesales (00000001) with all itsdependent entries to =36 . Name the new partner determination procedure3DUWQHU'HW3URF



Select the entry 7HOHVDOHVand choose &RS\ $V. Confirm thedialog box and copy all dependent entries. Name the new partnerdetermination procedure 3DUWQHU'HW3URF

Save your data and go back to the IMG.



3DUWQHU 3URFHVVLQJo 'HILQH $FFHVV 6HTXHQFHV

Choose 1HZ (QWULHVand enter == as the ID and ## 6ROG 7R 3DUW\ ±5HODWLRQVKLSVas the description.

Select the new access sequences and choose ,QGLYLGXDO $FFHVVHV. Enter thefollowing data:

Batch Sequence:

Dialog Sequence:

Source: %XVLQHVV SDUWQHU UHODWLRQVKLSV

Partner function: 6ROG WR 3DUW\ &50

Save the data and go back to the IMG.

1-2-3 Enhance the partner determination procedure =36 with the partnerfunction &RQWDFW 3HUVRQ &50, which the system finds automatically.

The partner function &RQWDFW 3HUVRQ&50 should occur at least once andno more than three times.

For determination, use the access sequence == , which you created in theprevious exercise.



…

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© SAP AG CR100 7-25

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Select the partner determination procedure =36 and then double-click 3DUWQHU )XQFWLRQV LQ 3URFHGXUH. Click on 1HZ (QWULHV.

Partner function: &RQWDFW SHUVRQ &50

Number of Occurrences (Lowest):

Number of Occurrences (Highest):

Access Sequence6ROG 7R 3DUW\ ± 5HODWLRQVKLSV

1-2-4 In the details of partner function Ship-To Party choose 5HFHLYH JRRGVfromthe drop down list $GGUHVV IRU 7UDQV

In the details of all other partner functions mark the checkbox 6WDQGDUGDGGUHVV RQO\.

1-2-5 Display the partner function (PSOR\HH UHVSRQVLEOH &50on the header

screen as well (user interface settings!).Double-click on 8VHU ,QWHUIDFH 6HWWLQJV.

Partner Function 3:(PSOR\HH UHVSRQVLEOH &50

1-2-6 Assign the partner determination procedure =36 ## to transaction type=$ ## (## 4XRWDWLRQ).



Search for transaction type =$ and change the GHWDLOVEnter =36 inthe field 3DUWQHU 'HWHUP 3URF.

1-2-7 Test the new partner determination procedure by creating the salestransaction 4XRWDWLRQDoes the system now find the contact person whowas stored as a relationship to the business partner (see Business Partnersexercises)?

6$3 0HQX o 6DOHVo 0DLQWDLQ 6DOHV 7UDQVDFWLRQV

Create a transaction ## 4XRWDWLRQand use the sold-to party ## 6WRFNPDQQ$*

Now, no dialog box should appear because of unclear addressdetermination.On the *HQHUDO tab, you should be able to see the Responsible employeepartner function.

Go to the 3DUWQHUtab page. The system found the contact person Michael##Contact

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© SAP AG CR100 7-26



Access sequences enable the formulation of search strategies to search forindividual partners. For example the (PSOR\HH 5HVSRQVLEOHcan bedetermined through organizational data determination or, if no partners arefound here, can be entered manually by the system user.


Yes, it is possible to define your own partner functions to fit your personalrequirements.


Partner function categories cannot be enhanced in Customizing.




&XVWRPL]LQJ




The partner function ((PSOR\HH UHVSRQVLEOH) is assigned to the

relationship category LV UHVSRQVLEOH IRU.2SWLRQDO




Select the partner determination procedure =36 and then double-click 3DUWQHU )XQFWLRQV LQ 3URFHGXUH.

Select partner function (PSOR\HH UHVSRQVLEOHand call up the details.

In the access sequence field, enter the access sequence you just created.

Maintain an LV UHVSRQVLEOH WRrelationship as explained in Business Partnerexercise 1-2-2.

Create a new ##Quotation and test if your settings were implementedcorrectly.

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© SAP AG CR100 7-27


2-1 Analyze partner processing for the sales transaction ## 6HUYLFH 2UGHUinCustomizing. In a separate parallel session, create a sales transaction withtransaction type ## 6HUYLFH 2UGHU. Use your business partner ## 6WRFNPDQQ $* as

Sold-To Party.2-1-1 Which partner functions were automatically found by the system for this

particular service transaction?


&XVWRPL]LQJ




The =7659+ partner determination procedure is assigned to transactiontype =6( (Service Process).



The partner determination procedure =7659+ contains the followingQLQHpartner functions:

6ROG WR SDUW\ %LOO WR SDUW\ 3D\HU $FWLYLW\ SDUWQHU (PSOR\HHUHVSRQVLEOH &RQWDFW SHUVRQ 9HQGHU 6HUYLFH 7HFKQLFLDQ *URXSand6KLS WR SDUW\ 6HUYLFH UHFLSLHQW


Is it Michael ##Contact?

$OWKRXJK WKH V\VWHP GHWHUPLQHV WKH&RQWDFW SHUVRQ &50SDUWQHUIXQFWLRQ LW GRHV QRW ILQG 0LFKDHO &RQWDFW




Display the details for the (PSOR\HH UHVSRQVLEOHpartner function.

=&+0


In your second session, go to the 3DUWQHUtab page in the service process inthe 7UDQVDFWLRQ GDWDand enter another contact person (the Business Partnernumber for Michael Contact , for example).

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© SAP AG CR100 7-28

2-2 Set up partner processing. You want to use a partner determination procedure forthe transaction of the type ##Service Order that will determine at least one of thecustomer’s contact persons (Michael ##Contact).

2-2-1 Copy the partner determination procedure 6HUYLFHRUGHU +HDGHU(=7659+ ) with all its dependent entries to =36 ##. Name the newpartner determination procedure 3DUWQHU'HW3URF.



Select the entry =7659+ and choose &RS\ $V. Confirm the dialog boxand copy all dependent entries. Name the new partner determinationprocedure 3DUWQHU'HW3URF

Save your data and go back to the IMG.

2-2-2 Create a single access sequence == , 6ROG 7R 3DUW\ ± 5HODWLRQVKLSV,with individual accesses, which searches for a partner within therelationships maintained in the business partner master record. Enter forthe batch and dialog sequences, %XVLQHVV SDUWQHU UHODWLRQVKLSVas thesource, and 6ROG WR 3DUW\ &50 as the partner function.


3DUWQHU 3URFHVVLQJo 'HILQH $FFHVV 6HTXHQFHV

Choose 1HZ (QWULHVand enter == as the ID and ## 6ROG 7R 3DUW\ ±5HODWLRQVKLSVas the description.

Select the new access sequences and choose ,QGLYLGXDO $FFHVVHV. Enter thefollowing data:

Batch Sequence:

Dialog Sequence:

Source: %XVLQHVV SDUWQHU UHODWLRQVKLSV

Partner function: 6ROG WR 3DUW\ &50

Save the data and go back to the IMG.

2-2-3 Change the =36 partner determination procedure and assign the accesssequence you just created to the &RQWDFW SHUVRQ &50partner function.

In addition to this, the partner function &RQWDFW 3HUVRQ&50 should occurat least once and no more than three times.



Select the partner determination procedure =36 and then double-click 3DUWQHU )XQFWLRQV LQ 3URFHGXUH. Choose the partner function &RQWDFWSHUVRQ &50 .

Number of Occurrences (Lowest):

Number of Occurrences (Highest):

Access Sequence6ROG 7R 3DUW\ ± 5HODWLRQVKLSV

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© SAP AG CR100 7-29

2-2-4 Display the partner function &RQWDFW SHUVRQ &50on the header screenas well (user interface settings!).

Double-click on 8VHU ,QWHUIDFH 6HWWLQJV.

Partner Function 3: &RQWDFW SHUVRQ &50

2-2-5 Assign the partner determination procedure =36 ## to transaction type =6 ##(##6HUYLFH 2UGHU).



Search for transaction type =6 and change the 'HWDLOV. Enter =36 in thefield 3DUWQHU 'HWHUP 3URF.

2-2-6 Test the new partner determination procedure by creating the salestransaction 6HUYLFH 2UGHU Does the system now find the contact personwho was stored as a relationship to the business partner (see BusinessPartners exercises)?


Create a transaction ## 6HUYLFH 2UGHUand use the sold-to party##6WRFNPDQQ $*

You should be able to see the contact person partner function and the foundpartner Michael ##Contact in the )DVW (QWU\ 5HIHUHQFHarea.

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© SAP AG CR100 7-30



Access sequences enable the formulation of search strategies to search forindividual partners. For example the (PSOR\HH 5HVSRQVLEOHcan bedetermined through organizational data determination or, if no partners arefound here, can be entered manually by the system user.


Yes, it is possible to define your own partner functions to fit your personalrequirements.


Partner function categories cannot be enhanced in Customizing.


determine the partner function (PSOR\HH UHVSRQVLEOHusing an accesssequence that search es in the business partner’s relationships?


&XVWRPL]LQJ




The partner function ((PSOR\HH UHVSRQVLEOH) is assigned to the

relationship category LV UHVSRQVLEOH IRU.2SWLRQDO




Select the partner determination procedure =36 and then double-click 3DUWQHU )XQFWLRQV LQ 3URFHGXUH.

Select partner function (PSOR\HH UHVSRQVLEOHand call up the details.

In the access sequence field, enter the access sequence you just created.

Maintain an LV UHVSRQVLEOH WRrelationship as explained in Business Partnerexercise 1-2-2.

Create a new ##Service Order and test if your settings were implementedcorrectly.

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Actions refer to the Post Processing Framework (PPF) Basis Components, which can automaticallytrigger output, follow-up activities or workflows.

You can normally use the $FWLRQVtab page in a business transaction to edit a list of possible actionsfor the business transaction.

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An action profile is determined from the corresponding transaction type or item category.y You assign an action profile GLUHFWO\to a transaction type/item category.y You define an DFWLRQ SURILOH GHWHUPLQDWLRQ(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:

y Action changeable or executable in dialogy Action displayed in toolbar (SAP GUI)y Processing timey Partner dependencey Action mergingy 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:y Mouse-oriented PC modey 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 ,PPHGLDWHO\as the processing time, the action is started as soon as the start condition isfulfilled.

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 foractions 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 $FWLRQVtab page.The following information is displayed in the list for each action:y Status (action scheduled, action processed)y Description (purpose of action)y Conditions (settings for action definition and conditions are displayed)y 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 therelevant BAdI.)

There are a large number of BAdI implementations supplied by SAP that are used in the standardtransactions.

Examples for standard methods include the following:y COPY_DOCUMENT (create a follow-up document)y COMPLETE_DOCUMENT (set status completed within document)y CREDIT_MEMO (create credit memo item)y REPAIR_ITEM (create a repair item)y 1O_EVENT_CREATE (create a workflow event)

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You can use the 6$3 6PDUW )RUPV graphics tool to design the layout of output forms. SAP delivers several Smart Forms for output in SAP CRM:

y Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail)y Form CRM_LEAD_PRINT (suitable for faxes, letters, and e-mail)y 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 usedand 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 severaltransactions.

The action monitor program, RSPPFPROCESS, originates from the 3RVW 3URFHVVLQJ )UDPHZRUN (PPF). You can use this program to check processing for all actions (for example, output, follow-ondocuments).

As soon as the processing time 3URFHVVLQJ E\ VHOHFWLRQ UHSRUW for an action is set in Customizing (foran 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 LevelAgreements: 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 :KHQ6DYLQJ ; if time-dependent conditions have been fulfilled after a certain time without any changes tothe document, for example. The program should be executed regularly so that actions are also startedin these cases.

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6$3 %XVLQHVV :RUNIORZis an SAP Basis component. In the SAP CRM system, SAP BusinessWorkflow definitions and functions can be found under $UFKLWHFWXUH DQG 7HFKQRORJ\→ $%$3:RUNEHQFK→ 'HYHORSPHQW→ 6$3 %XVLQHVV :RUNIORZ.

$FWLRQVare part of the Post Processing Framework and are therefore Basis functions. In SAP CRM,actions can be defined in Customizing: &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %DVLF )XQFWLRQV→

$FWLRQV. You can find both the SAP Business Workflow and the Post Processing Framework in other SAP

systems.

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• Describe how an action of the type ‘order confirmation’ is determinedwithin 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 canalso 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 4XRWDWLRQfor the customer 6WRFNPDQQ$* . Offer the customer SLHFHVof the material with the description0RQLWRU.

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 3ULQW 4XRWDWLRQ 0DQXDOO\? Now schedulethe action manually.

What processing status does this action have?

1-1-3 Display the print preview of the commitment to finance that wasdetermined.

1-2 Trigger processing of the 3ULQW 4XRWDWLRQ 0DQXDOO\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 definition4827$7,21B35,17 action status = , processing time = Processingusing selection report.

If you want to select the action that was found in thequotation you created, enter the WUDQVDFWLRQ QXPEHU> inthe 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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© SAP AG CR100 8-16

1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW4XRWDWLRQ 0DQXDOO\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 thequotation form output?

1-3-3 Check the details of the action definition to find out why you could notexecute the action from transaction processing.

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© SAP AG CR100 8-17

2-1 You would like to create an action profile for your ##TradeFairVisits that helps youcreate 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: =$&7,21352),/(

Description: $FWLRQ 3URILOH )ROORZ XS $FWLYLWLHV

Date Profile:

Object Type Name: %86

Choose &RQWLQXH.

Enter =)2//2:83 as the action definition and )ROORZ XS $FWLYLW\6DOHV &DOOas the description

Choose &RQWLQXH.

3URFHVVLQJ 7LPH: ,PPHGLDWH SURFHVVLQJ

Schedule Automatically: < GR QR VHOHFW>

Display in Toolbox: < VHOHFW WKLV>

Changeable in Dialog: < VHOHFW WKLV>

Executable in Dialog: < VHOHFW WKLV>

Choose &RQWLQXH.

The action should QRWbe partner-dependent.

Choose &RQWLQXH.

Select 0HWKRG &DOO .Choose &RQWLQXH.

Use F4 Help on field 0HWKRG to select method &23<B'2&80(17 .

In 'HWHUPLQH 3URF 3DUDPHWHU, click on the change icon ( ).

Create a Container Element with the create icon ( ).

Element: 352&(66B7<3(

Description: 3URFHVV 7\SH

Short Description: $FWLRQ 7UDQVDFWLRQ 7\SH Enter an $%$3 'LFWLRQDU\ REMHFW UHIHUHQFH.

Structure: &50'B25'(5$'0B+

Field: 352&(66B7<3(

Assign the initial value (Sales Call).

Choose &RQILUPand then select $GRSW HQWULHV.

Choose &RQWLQXH.…

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© SAP AG CR100 8-18

…

Enter an appropriate text.

Choose &RQWLQXH.

You do not want to use any conditions in the first step. Choose &RQWLQXH twice.

In the wizard, click on &RPSOHWH.

2-1-2 Assign the action profile to transaction type =%## (## 7UDGH)DLU9LVLW).

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 $FWLRQVtab. Is theaction scheduled yet?

BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

What are your two options for scheduling the action?

Option 1: __________________________________________

Option 2: BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

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 )ROORZ XS $FWLYLW\ 6DOHV &DOO##action. Go to the IMG and start defining the condition.

Choose (GLW &RQGLWLRQ. Enter $FWLYLW\ FRPSOHWHGas the name. Click thehyperlink to define the condition.

Expand the container object &50 %XV $FWLYLW\.

Using the editor, form an expression 8VHU 6WDWXV &RPSOHWH(statusprofile &50$&7,9 ).

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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© SAP AG CR100 8-19


1-1 Create a 6HUYLFH 2UGHUand check if and how you can issue a correspondingform.

1-1-1 Create a service order of the type 6HUYLFH 2UGHUfor the customer##Stockmann AG. You offer the customer 68 of the ##5HSDLUservice.

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 3ULQW 6HUYLFH 3URFHVV 0DQXDOO\? Nowschedule the action manually.


1-1-3 Display the print preview of the determined order confirmation.

1-2 Trigger processing of the 3ULQW 6HUYLFH 3URFHVV 0DQXDOO\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 6(59,&(352&(66 62/' 72 3$57< action status = , processing time = Processing using selection report.


You can also work without this selection parameter and sortor filter to find the creator in the list that appears.

Now process your action using the action monitor.

1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW6HUYLFH 3URFHVV 0DQXDOO\action.

1-3-1 Which action profile is used by transaction type ZS## (##Service Order)?



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© SAP AG CR100 8-20

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6ROXWLRQV

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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 4XRWDWLRQfor the customer 6WRFNPDQQ$* . Offer the customer SLHFHVof the material with the description0RQLWRU.

6DOHVo 0DLQWDLQ 6DOHV 7UDQVDFWLRQVo 7UDQVDFWLRQo &UHDWH

Enter the data given in the exercise.

1-1-2 Display all the actions that the system found for this quotation.

Go to the $FWLRQVtab strip.


You can see various actions: (&DOO &XVWRPHU $JDLQ $ERXW 2IIHU « $UFKLYHRXWJRLQJ TXRWDWLRQ).

Does the list include the action 3ULQW 4XRWDWLRQ 0DQXDOO\? Now schedulethe action manually.

1R , the list does not include this action.

Select ‘Create action’ ( ) and 3ULQW 4XRWDWLRQ 0DQXDOO\.


The action has not yet been processed ( ).

1-1-3 Display the print preview of the Quotation Confirmation that wasdetermined.

On the $FWLRQVtab, select the Quotation Confirmation that was determined

and press the 3UHYLHZbutton .

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© SAP AG CR100 8-22

1-2 Trigger processing of the 3ULQW 4XRWDWLRQ 0DQXDOO\action.


Select the ([HFXWHaction ( ).

1R , the action cannot be executed in dialog mode.1-2-2 Call the action monitor and use the parameter action definition

4827$7,21B35,17 action status = , processing time = Processingusing selection report.

If you want to select the action that was found in thecustomer order you created, enter the WUDQVDFWLRQQXPEHU> in the application key field.


6$3 0HQX o 6DOHVo 0RQLWRULQJo $FWLRQ 0RQLWRU 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 3URFHVV( ). This changes thestatus of the action to 3URFHVVHG VXFFHVVIXOO\.

1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW4XRWDWLRQ 0DQXDOO\action.

1-3-1 Which action profile is used by transaction type ZA## (##Quotation)? 6$3 ,PSOHPHQWDWLRQ *XLGHo &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQWo

%DVLF )XQFWLRQVo $FWLRQVo $FWLRQV LQ 7UDQVDFWLRQVo $VVLJQ $FWLRQ 3URILOH WR WKH %XVLQHVV 7UDQVDFWLRQ 7\SH

Select the transaction type =$ . Display the 'HWDLOV.

The action profile is 4827$7,21 .



%DVLF )XQFWLRQVo $FWLRQVo $FWLRQV LQ 7UDQVDFWLRQo &KDQJH $FWLRQVDQG &RQGLWLRQVo 'HILQH $FWLRQ 3URILOHV DQG $FWLRQV

Select the action profile 4827$7,21 . Display the details of actiondefinition 4827$7,21B35,17 .

The processing time is 3URFHVVLQJ XVLQJ VHOHFWLRQ UHSRUW .


The indicator ([HFXWDEOH LQ 'LDORJis QRW VHWin the action definition ’s

details.

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© SAP AG CR100 8-23


2-1-1 6$3 ,PSOHPHQWDWLRQ *XLGHo &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQWo

%DVLF )XQFWLRQVo $FWLRQVo $FWLRQV LQ 7UDQVDFWLRQo &UHDWH $FWLRQV

:LWK :L]DUG Enter the data given in the exercise.



%DVLF )XQFWLRQVo $FWLRQVo $FWLRQV LQ 7UDQVDFWLRQo $VVLJQ $FWLRQ 3URILOH WR WKH %XVLQHVV 7UDQVDFWLRQ 7\SH

Go to the details for transaction type ZB## and enter=$&7,21352),/( in the ActionProfile field.




BBBBBBBBBBBBB


Create an activity of the type 7UDGH)DLU9LVLWfor the activity partner6WRFNPDQQ $* . Maintain any data.

Since the action is not scheduled automatically, the action does not appearon the Actions tab.


Option 1: on the actions tab, click on the Create Action icon ( ) andselect the action.

Option 2: in transaction processing, click on the Actions icon ( ) andselect the action.


What do you notice?

Choose one of the two methods of scheduling the action and save thetransaction.

The document flow icon is ready for input because processing the actioncreated a follow-up activity.

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© SAP AG CR100 8-24

2-3 Next, you want to add a schedule condition to your action.

As soon as your trade fair visit is done (and only then), you want to be able to create afollow-up activity of the type Sales Call.

2-3-1 Define a schedule condition for your )ROORZ XS $FWLYLW\ 6DOHV &DOO##action. Go to the IMG and start defining the condition.


%DVLF )XQFWLRQVo $FWLRQVo $FWLRQV LQ 7UDQVDFWLRQo &KDQJH $FWLRQVDQG &RQGLWLRQVo 'HILQH &RQGLWLRQV

In the upper-left corner, double-click on your action profile.

Click the 6FKHGXOH &RQGLWLRQtab.

Choose (GLW &RQGLWLRQ.

Click on the K\SHUOLQN to create the condition.

Open your current container object &50 %XV $FWLYLW\.

Double-click on 8VHU 6WDWXV.

Click on the operator “=”.

Use the input help in the &RQVWDQW field.

Enter status profile &50$&7,9 .

Choose status ( &RPSOHWH 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 ## 7UDGH)DLU9LVLWfor the activity partner##6WRFNPDQQ $*. Maintain any data.


1R , this is not yet possible because the activity does not have the correctstatus.


On the 'HWDLOVtab, select the &RPSOHWHG status.


<HV, the action can now be scheduled.

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© SAP AG CR100 8-25


1-1 Create a 6HUYLFH 2UGHUand check if and how you can issue a correspondingform.

1-1-1 Create a service order of the type 6HUYLFH 2UGHUfor the customer##Stockmann AG. You offer the customer 68 of the 5HSDLU service.

6HUYLFHo 0DLQWDLQ 6HUYLFH 3URFHVVHVo %XVLQHVV 7UDQVDFWLRQo &UHDWH

Enter the data given in the exercise.

1-1-2 Display all the actions that the system found for this service order.

In the 7UDQVDFWLRQ GDWD, click on the $FWLRQVtab


You can see the action: $XWRP ,%DVH 8SGDWH.

Does the list include the action 3ULQW 6HUYLFH 2UGHU 0DQXDOO\? Nowschedule the action manually.

1R , the list does not include this action.

Select ‘Create action’ ( ) and 3ULQW 6HUYLFH 2UGHU 0DQXDOO\.


The action has not yet been processed ( ).

1-1-3 Display the print preview of the determined order confirmation.

On the $FWLRQVtab, select the commitment to finance that was determined

and press the 3UHYLHZbutton ( ).

1-2 Trigger processing of the 3ULQW 6HUYLFH 3URFHVV 0DQXDOO\action.


Select the ([HFXWHaction ( ).

1R , the action cannot be executed in dialog mode.

1-2-2 Call the action monitor and use the parameter action definition 6(59,&(

352&(66 62/' 72 3$57<action status = , processing time =

Processing using selection report.



Now process your action using the action monitor.

6$3 0HQX o 6HUYLFHo $FWLRQ 0RQLWRU

…

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© SAP AG CR100 8-26

…

Now process your order confirmation using the action monitor.

Select the entry for the transaction you created (via the transaction number

in the application key column) and click on 3URFHVV( ). This changes thestatus of the action to 3URFHVVHG VXFFHVVIXOO\.

1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW6HUYLFH 3URFHVV 0DQXDOO\action.

1-3-1 Which action profile is used by transaction type ZS## (##Service Order)?



Select the transaction type =6 . Display the 'HWDLOV.

The action profile is 6(59,&(B25'(5 (SAP standard service order).1-3-2 Analyze this action profile. At what time is the action processed and the

quotation form output?


%DVLF )XQFWLRQVo $FWLRQVo $FWLRQV LQ 7UDQVDFWLRQo &KDQJH $FWLRQVDQG &RQGLWLRQVo 'HILQH $FWLRQ 3URILOHV DQG $FWLRQV

Select the action profile 6(59,&(B25'(5 .

Display the details of the action definition 6(59,&(B25'(5 62/' 723$57< .

The processing time is 3URFHVVLQJ XVLQJ VHOHFWLRQ UHSRUW .


The indicator ([HFXWDEOH LQ 'LDORJis QRW VHWin the action definition’sdetails.

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© SAP AG CR100 8-27


2-1-1 SAP Implementation Guide o Customer Relationship Management o Basic Functions o Actions o Actions in Transaction o Create Actions

With WizardEnter the data given in the exercise.




Go to the details for transaction type ZB## and enter=$&7,21352),/( in the ActionProfile field.




BBBBBBBBBBBBB



Since the action is not scheduled automatically, the action does not appearon the Actions tab.


Option 1: on the actions tab, click on the Create Action icon ( ) andselect the action.

Option 2: in transaction processing, click on the Actions icon ( ) andselect the action.


What do you notice?

Choose one of the two methods of scheduling the action and save thetransaction.

The document flow icon is ready for input because processing the actioncreated a follow-up activity.

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© SAP AG CR100 8-28

2-3 Next, you want to add a schedule condition to your action. As soon as your tradefair 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 )ROORZ XS $FWLYLW\ 6DOHV &DOO##

action. Go to the IMG and start defining the condition. 6$3 ,PSOHPHQWDWLRQ *XLGHo &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQWo

%DVLF )XQFWLRQVo $FWLRQVo $FWLRQV LQ 7UDQVDFWLRQo &KDQJH $FWLRQVDQG &RQGLWLRQVo 'HILQH &RQGLWLRQV

In the upper-left corner, double-click on your action profile.

Click the 6FKHGXOH &RQGLWLRQtab.

Choose (GLW &RQGLWLRQ.

Click on the K\SHUOLQN to create the condition.

Open your current container object &50 %XV $FWLYLW\.Double-click on 8VHU 6WDWXV.

Click on the operator “=”.

Use the input help in the &RQVWDQW field.

Enter status profile &50$&7,9 .

Choose status ( &RPSOHWH and press Enter.

Adopt and save the condition.

2-3-3 Test your settings again by creating another trade fair visit.




1R , this is not yet possible because the activity does not have the correctstatus.


On the 'HWDLOVtab, select the &RPSOHWHG status.


<HV, the action can now be scheduled.

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© SAP AG CR100 9-1

© SAP AG2004

3ULFLQJ )XQGDPHQWDOV &RXUVH 2XWOLQH


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&DUU\ RXW FRQGLWLRQ PDLQWHQDQFH LQ 6$3 &50

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3ULFLQJ )XQGDPHQWDOV %XVLQHVV 6FHQDULR

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© SAP AG CR100 9-5

© SAP AG2004

Internet SalesR/3 Edition

Internet SalesR/3 Edition

mySAPAutomotive

(VehicleManagement

System)

mySAPAutomotive

(VehicleManagement

System)

SupplierRelationshipManagement

SupplierRelationshipManagement

P\6$3 &50Field Applications

P\6$3 &50Field Applications

P\6$3 &50E-CommerceP\6$3 &50E-Commerce

P\6$3 &50Interaction Center

P\6$3 &50Interaction Center

3ULFLQJ DQG 7D[ 'HWHUPLQDWLRQ LQ P\6$3 &50

6$3 ,3&6$3 ,3&

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In mySAP CRM scenarios the Internet Pricing & Configurator is used to carry out pricing andvariant configuration. Pricing and configuration information in the Internet (E-Commerce), in CRMEnterprise as well as on the Mobile client s is processed by only this component (“One face to thecustomer”).

Only in the rare case that you would like to implement a mySAP CRM scenario without any pricingor 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 Scenariosy Scenarios without ERP integration:

- You set up pricing Customizing in SAP CRM and maintain the conditions there. This data isonly 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.y Scenarios with ERP integration:

- You set up pricing Customizing in the ERP system and maintain the conditions there. Both theCustomizing and the master data can be transferred from the ERP system to SAP CRM via themiddleware.

- 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 accesssequence. This step, together with the following steps, is repeated for each condition type on thepricing procedure.

The system reads the access sequence with the condition tables. The sequence of the condition tablesforms the search strategy for determining the individual condition records. Each condition tablecontains the field combinations according to which the system should search in the conditionrecords, for example business partner – product – price.

The system searches for valid condition records for the condition tables. If the system does not find avalid condition record for the first condition table, it carries on and searches for a condition recordfor the next condition table.

Once the system has found a valid condition record for a condition table, it makes the result availableto pricing in the form of prices and discounts.

If the search procedure contains more than one condition type, the system repeats the search forcondition records for each condition type.

In the SAP CRM system, the free goods, campaign and product determination functions are executedusing 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 thetransaction.

The pricing procedure also defines the following:y Which subtotals are created and displayed on the pricing screensy If a condition type is mandatoryy How far it is possible to process pricing manuallyy 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 ( &50 or 5 ).

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The determination of the pricing procedure must be set up manually. Unlike in SAP ERP, you do notneed to set a division, but you can.

The following elements influence the determination of the pricing procedure:y Sales organizationy Distribution channely Document pricing procedure (can be assigned to a transaction type)y Customer pricing procedure (assignment in the business partner master record – sales area data –

billing tab page)y Division (optional)

The pricing procedure is defined in Customizing under 6$3 ,PSOHPHQWDWLRQ *XLGH→ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %DVLF )XQFWLRQV→ 3ULFLQJ→ 3ULFLQJ LQ WKH %XVLQHVV 7UDQVDFWLRQ→

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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 6$3 ,PSOHPHQWDWLRQ *XLGH &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %DVLF )XQFWLRQV→ 3ULFLQJ→ 'HILQH 6HWWLQJV IRU 3ULFLQJ→ &UHDWH&RQGLWLRQ 7\SHV

Condition types have a Source ( &50 or 5 ).y SAP R/3 condition types can be loaded to the SAP CRM system (customizing download object

CRM_PRC_CNDTYP).y 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 nextslides.

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An access sequence is a search strategy that the system uses to search valid data for a specificcondition 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 recordconsists 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:

y SAP condition table 001 – 500 created in the ERP system: SAP001 – SAP500y Customer condition table 501 – 999 created in the ERP system: CUS501 – CUS999y SAP condition table created in the CRM system: SAPxxxxxy 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 catalogwith the fields normally used in pricing. However, you can define the conditions so that they aredependent on document fields. You may have to add these fields to the field catalog.

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You can use the price group &XVWRPHUVto group products for which the same conditions are to bevalid. You assign the price group to the customers or to the products when you maintain the businesspartners (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, isequivalent 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 thecondition maintenance group ( 6$3 ,PSOHPHQWDWLRQ *XLGH→ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→

0DVWHU 'DWD→ &RQGLWLRQV DQG &RQGLWLRQ 7HFKQLTXH). By assigning the context *&0 , you make thecorresponding selection of condition types / condition tables possible for general conditionmaintenance.

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A condition maintenance group bundles condition tables and types for condition maintenance. Thisdefines a special view in condition maintenance.

In addition to specific maintenance contexts, there is also general condition maintenance (GCM) inthe SAP CRM system ( 6$3 0HQX → 0DVWHU 'DWD→ 3ULFHV DQG &RQGLWLRQV→ 0DLQWDLQ&RQGLWLRQV). Here, you can maintain the conditions that are in condition maintenance groups andwere assigned to the GCM maintenance context.

You can define your own condition maintenance groups in Customizingy 6$3 ,PSOHPHQWDWLRQ *XLGH→ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ 0DVWHU 'DWD→ &RQGLWLRQV

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You can carry out a SULFLQJ DQDO\VLV. This is a log that gives you an overview of the transactions inautomatic pricing.y You can use this information to check how the individual pricing elements from the item are

calculated in the system.y Not only information for the last pricing transaction the system carried out is displayed, but for

each of these transactions. This enables you to compare pricing transactions. This can be usefulafter failed searches or price changes.

y User parameter PRC_TRACE = X needs to be set.y Condition analysis is not available in the People-Centric UI.

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SAP Pricing has a flexible infrastructure that enables comprehensive pricing strategies. SAP Pricing benefits include:

y Increased profitability through economically sound response to any type of customer requesty Increased competitivenessy Timely reaction to any type of customer requesty 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.

y Condition types that are not supported in SAP CRM: EK01, EK02, BO01 to BO05, AZWR, RL00,MW15, VRPS, EDI1, EDI2.

y Mass copying of condition records is not possible in SAP CRM.y Change documents are not available in SAP CRM.y 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 canuse FRQGLWLRQ H[FOXVLRQto compare possible conditions in order to determine such things as the bestprice for a customer.

9DULDQW FRQGLWLRQVcan be used to influence the price of a configurable material depending on thecharacteristic values assigned.

You can use JURXS FRQGLWLRQVwhen you want some conditions to be used as the basis fordetermining scale values from several items. Example: Materials have been assigned to a materialpricing group. You want a quantity-based discount to be assigned to these materials. You want thequantity scale to be read cumulatively with the cumulated quantity of all materials in the sales orderthat are assigned to this material pricing group.

+LHUDUFKLFDO DFFHVVis used to optimize pricing for hierarchical data constellations such as a producthierarchy. 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 intransactions per condition type. Currently this can be used only for condition records that wereoriginally created in SAP R/3.

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If you create billing documents using CRM Billing, the taxes are determined via the Transaction TaxEngine.

To trigger the Transaction Tax Engine call, you need define the condition type 77( (for taxcalculation and the net price) or 77( (for tax calculation and the gross price). Recommendation:use the &50 pricing procedure.

As of SAP CRM 4.0, there is a WD[ GRFXPHQW. This document is stored permanently in a system andcan be accessed at all times. The Tax Document comprises all input and output data for a particularTransaction 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 taxrecord.

The simulation transaction TTE_SIMULATION supports:y Tests of all Customizing parametersy Tests of all tax calculation resultsy Saving documents

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Tax calculation requires classification of business partners and products. The business partner andproduct tax classification is made by assigning tax groups to the tax types (for example, VAT, salestax) that must be determined in any given country. The tax groups indicate whether a businesspartner 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.y 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 conditionrecord.

y 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 taxgroup is used.

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© SAP AG CR100 9-23

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A prerequisite for business partner and product tax classification is the definition of country-specifictax types and tax groups in Customizing.

The WD[ W\SHspecifies which taxes are determined for each country. The DFFHVV VHTXHQFHspecifiesthe order in which condition records are accessed for a country when more than one tax type hasbeen defined for it.

The WD[ FDWHJRU\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. Thecombination 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 groupis used.

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• 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 tofamiliarize yourself with condition maintenance, which is used in boththe ERP and CRM systems.

1-1 Conditions and Condition Maintenance in the CRM System

1-1-1 Create a sales transaction of the type 6DOHV 3URFHVVwith the businesspartner 0HJDVWRUHand enter the product +7 with the TXDQWLW\ pieces.

1-1-2 Check in the transaction’s item details to see if the system found a FXVWRPHUGLVFRXQW( . ).

1-1-3 Try entering a FXVWRPHU GLVFRXQWinto the transaction manually, with avalue of . Is this possible?

1-1-4 In the future, the customer should receive a FXVWRPHU GLVFRXQW( . ) 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 6$3 &50 system accordingly.

1-1-5 Create another sales transaction of the type 6DOHV 3URFHVVwith the business

partner ## 0HJDVWRUHand enter the product +7 with the TXDQWLW\pieces.

What do you notice about the conditions screen?

Save the transaction and note the number.

_______________

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© SAP AG CR100 9-26

1-2 Conditions and Condition Maintenance in the ERP System

1-2-1 In the SAP CRM system, create a sales transaction of the type 4XRWDWLRQ with the business partner 6WRFNPDQQ and enter the product called0RQLWRUwith a TXDQWLW\of pieces.

1-2-2 Check in the transaction’s item details to see if the system found a SULFH (35 ).

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 materialprice of (85 per piece for transactions of this type.

With quantities of SLHFHVof more, the material costs (85 for thiscustomer. This agreement should last from today until the end of the year.

Maintain a condition master record in the 6$3 (53 system accordingly.1-2-4 Create another sales transaction of the type 4XRWDWLRQwith the business

partner 6WRFNPDQQ and enter the product called 0RQLWRUwith aTXDQWLW\of pieces.


Call up the access analysis.

What is the name of the condition table on which this customer-specificmaterial price is based?

_______________

Please note that this is a database table, in which importantinformation relating to the price conditions is saved.

The conditions table in Customizing does not have the prefixCNCCRMPR.


_______________

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© SAP AG CR100 9-27

1-3 Customizing Pricing

1-3-1 Take a look at one of the transactions from the previous exercise.

1-3-2 What pricing procedure was determined?

Transaction from 1-1: BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBTransaction from 1-2: BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

1-3-3 What factors influence the determination of a pricing procedure? Where inthe system are the concrete values of the factors for your businesstransactions 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 CRMsystem’s Customizing?

Transaction from 1-1: BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

Transaction from 1-2: BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

1-3-5 You want to display the customer-specific material price (which you createdin the ERP system) ( FRQGLWLRQ W\SH 35) in general conditionmaintenance.

To do this, set up a separate condition maintenance group – =&0* (PDLQWHQDQFH JURXS##) – containing the corresponding condition table / condition type. Use a suitable description.

Specify that this condition maintenance group is in the *&0 (generalcondition maintenance) context.

1-3-6 In general condition maintenance, check if you can display condition masterrecords of condition type PR00 in the condition maintenance groupZCMG##.

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2-1-1 Create a service process of the type 6HUYLFH 2UGHUwith the businesspartner 6WRFNPDQQ $* and enter the product 5HSDLU with theTXDQWLW\ 68 .






2-1-5 Create another service process of the type 6HUYLFH 2UGHUwith thebusiness partner 6WRFNPDQQ $* and enter the product 5HSDLU withthe TXDQWLW\ 68 .



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2-2-1 Take a look at the transaction from the previous exercise.


BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB2-2-3 What factors influence the determination of a pricing procedure? Where in

the system are the concrete values of the factors for your businesstransactions from the previous exercise?

__________________________________________________

___________________________________________________

___________________________________________________

2-2-4 Can you make any changes to the pricing procedure in the SAP CRMsystem’s Customizing?

BBBBBBBBBBBBBBBBB

2-2-5 You want to display the customer-specific material price (which you createdin SAP ERP) ( FRQGLWLRQ W\SH 35) in general condition maintenance.



2-2-6 In general condition maintenance, check if you can display condition masterrecords of condition type 35 in the condition maintenance group=&0* ##.

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© SAP AG CR100 9-31

6ROXWLRQV

8QLW &50 3ULFLQJ

7RSLF &RQGLWLRQ 0DLQWHQDQFH DQG &XVWRPL]LQJ


1-1-1 Create a sales transaction of the type 6DOHV 3URFHVVwith the businesspartner 0HJDVWRUHand enter the product +7 with the TXDQWLW\ pieces.


Choose &UHDWH 7UDQVDFWLRQ( icon).

Select 6DOHVo 6DOHV 7UDQVDFWLRQ.

Enter 0HJDVWRUHin the 6ROG WR SDUW\field and confirm your entry.

In the 3URGXFW field, enter the number +7 with the TXDQWLW\ andconfirm your entry.


Click on the ([SDQG GDWD DUHDVicon ( ) to see the item details.

Choose the &RQGLWLRQVtab.The list of displayed condition types does QRWinclude the entry 0K07.


Choose $SSHQG 5RZ( ).

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 FXVWRPHU GLVFRXQW( . ) of

for transactions of this type. This agreement should last from today untilthe end of the year.


6$3 0HQX o 0DVWHU 'DWDo 3ULFHV DQG &RQGLWLRQVo 0DLQWDLQ&RQGLWLRQV

Application: &50

Maintenance group: %83$',6&28…

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Choose ( ([HFXWH).

In the data area, enter the value 0K07 in the &RQGLWLRQ 7\SH(&W\S) fieldon the right and confirm your entry. Enter:

Sales Organization: 6DOHV 86

Distribution Channel:

Division:

Customer: 1XPEHU RI 0HJDVWRUH

Amount:

Valid-From Date: WRGD\

Valid-To Date: (QG RI \HDU

Save your data.

1-1-5 Create another sales transaction of the type 6DOHV 3URFHVVwith the businesspartner ## 0HJDVWRUHand enter the product +7 with the TXDQWLW\pieces.


Now the list of displayed condition types includes the entry 0K07 with theamount 3%.


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© SAP AG CR100 9-33

1-2 Conditions and Condition Maintenance in the ERP System

1-2-1 In the SAP CRM system, create a sales transaction of the type 4XRWDWLRQ with the business partner 6WRFNPDQQ and enter the product called0RQLWRUwith a TXDQWLW\of pieces.



Select 6DOHVo 4XRWDWLRQ.

Enter ## 6WRFNPDQQin the 6ROG WR SDUW\field and confirm your entry.

In the 3URGXFW field, enter the number of the product with the description0RQLWRUand the TXDQWLW\ and confirm your entry.

1-2-2 Check in the trans action’s item details to see if the system found a SULFH (35 ).

Is this a customer-specific material price?

How do you know?

Click on the ([SDQG GDWD DUHDVicon ( ) to see the item details.

Choose the &RQGLWLRQVtab.

Select the row with condition type PR00 and click on the 'LVSOD\ FRQGLWLRQUHFRUG button.

The condition record is not related to a customer, it depends instead on thefollowing keys: 6DOHV RUJDQL]DWLRQ 'LVWULEXWLRQ FKDQQHO 3URGXFW ,'.

Alternatively, you can answer this question by carrying out an accessanalysis.

1-2-3 In the future, you want the customer to receive a customer-specific materialprice of (85 per piece for transactions of this type.

With quantities of SLHFHVof more, the material costs (85 for thiscustomer.

This agreement should last from today until the end of the year.

Maintain a condition master record in the 6$3 (53 system accordingly.

6$3 0HQX o /RJLVWLFVo 6DOHV DQG 'LVWULEXWLRQo 0DVWHU 'DWDo

&RQGLWLRQVo 6HOHFW 8VLQJ &RQGLWLRQ 7\SHo &UHDWH

Condition Type: 35

Select ENTER, then the key combination &XVWRPHU PDWHULDO ZLWK UHOHDVHVWDWXVand confirm this.

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© SAP AG CR100 9-34

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Sales Organization:


Customer: 1XPEHU RI 6WRFNPDQQ

Material: 1XPEHU RI \RXU 0RQLWRU Amount:



Choose scales ( ).

In the second row, enter:

Scale quantity:

Amount:

Save your data.

1-2-4 Create another sales transaction of the type 4XRWDWLRQwith the businesspartner 6WRFNPDQQ and enter the product called 0RQLWRUwith aTXDQWLW\of pieces.


The system LQFOXGHVthe FXVWRPHU VSHFLILF PDWHULDO SULFH.

Call up the access analysis.

Select the $FFHVVbutton.

Expand the entry for condition determination.

Expand the entry for 6WHS (35 ; green).

Expand the entry $FFHVV .

What is the name of the condition table on which this customer-specificmaterial price is based?

The condition table is called &1&&50356$3 .

Please note that this is a database table, in which importantinformation relating to the price conditions is saved.

The conditions table in Customizing does not have the prefix&1&&5035 .


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© SAP AG CR100 9-35


1-3-1 Take a look at one of the transactions from the previous exercise.


Open each of the transactions and go to the +HDGHU 2YHUYLHZtab page.Transaction from 1-1:

3ULFLQJ SURFHGXUH &50

Transaction from 1-2:

3ULFLQJ SURFHGXUH 59&(8


Determining the pricing procedure can be affected by the following factors:

6DOHV RUJDQL]DWLRQ 'LVWULEXWLRQ FKDQQHO 'LYLVLRQ 'RFXPHQW SULFLQJSURFHGXUHand &XVWRPHU SULFLQJ SURFHGXUH.

The 6DOHV RUJDQL]DWLRQ 'LVWULEXWLRQ FKDQQHOand 'LYLVLRQare displayedin the transaction on the 2UJDQL]DWLRQtab page.

The document pricing procedure is assigned to the transaction type.


Go to the 6$3 5HIHUHQFH ,0* .



Select entry =6$/ and click on the 'HWDLOVicon ( ).


Select the 6DOHVtransaction category and double-click on &XVWRPL]LQJKHDGHU in the dialog structure.

The document pricing procedure is called &50 .

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 %LOOLQJ tab page.

The customer pricing procedure is called 6WDQGDUG $.


Sales Organization: 6DOHV 86


Division: QRQH!

Document Pricing Procedure:

Customer Pricing Procedure:

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© SAP AG CR100 9-36

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Sales Organization: ,'(6 75


Division: QRQH!Document Pricing Procedure: $


1-3-4 Can you make any changes to the two pricing procedures in the SAP CRMsystem’s Customizing?


%DVLF )XQFWLRQVo 3ULFLQJo 'HILQH 6HWWLQJV IRU 3ULFLQJo &UHDWH 3ULFLQJ 3URFHGXUH


<HV changes are possible because the procedure was created in the SAPCRM system (source: CRM).


1R , it is not possible to make changes in the SAP CRM system. The pricingprocedure was transferred from the SAP ERP system by Customizingdownload (source: R/3).

1-3-5 You want to display the customer-specific material price (which you createdin the ERP system) ( FRQGLWLRQ W\SH 35) in general conditionmaintenance.




0DVWHU 'DWDo &RQGLWLRQV DQG &RQGLWLRQ 7HFKQLTXHo &RQGLWLRQ7HFKQLTXH %DVLFVo &UHDWH 0DLQWHQDQFH *URXS

Select 1HZ (QWULHV.

Maintenance group: =&0*

Description: 0DLQWHQDQFH JURXS

Confirm your input, select the new entry and go to &RQGLWLRQ 0DLQWHQDQFH*URXS 'HWDLO.

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© SAP AG CR100 9-37

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Select 1HZ (QWULHV.

Counter:

Application: &50

Use: 35 Condition table: 6$3

Condition Type: 35

Description:&XVWRPHU VSHF 0DWHULDO SULFH

Save your entries.

0DLQWDLQ &RQGLWLRQVmaintenance context: *&0

Select 1HZ (QWULHV.

Group: =&0* ##Save your entries.

1-3-6 In general condition maintenance, check if you can display condition masterrecords of condition type PR00 in the condition maintenance groupZCMG##.


Application: &50

Maintenance group: =&0* ##

Choose ([HFXWH.

In the structure area on the left, select the fields &RQGLWLRQ 7\SHand 6ROG7R 3DUW\.

Click on 6HOHFW UHFRUGV( )

In the dialog box that then appears, enter the following:

Condition Type: 35

Sold-To Party: 1XPEHU RI 6WRFNPDQQ

Choose ([HFXWH.Condition records are displayed (at least one). However, it is not possible tochange the master record because it was transferred from the ERP systemand was not intended for processing in the SAP CRM system.

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2-1-1 Create a service process of the type 6HUYLFH 2UGHUwith the businesspartner 6WRFNPDQQ $* and enter the product 5HSDLU with theTXDQWLW\ 68 .

6$3 0HQX o 6HUYLFHo 0DLQWDLQ 6HUYLFH 3URFHVVHV


Select 6HUYLFHo 6HUYLFH 2UGHU

Enter ## 6WRFNPDQQ $* in the 6ROG WR SDUW\field and confirm your entry.

In the 3URGXFW field, enter the number 5HSDLU with the TXDQWLW\ 68 and confirm your entry.


Click on the ,WHP GHWDLO button to see the item’s detail.

Choose the &RQGLWLRQVtab.

The list of displayed condition types does QRWinclude the entry 0K07.


Choose $SSHQG 5RZ( ).

Ctyp: . Amount:

The minus sign (-) and unit (%) are added automatically.

You do not need to save the transaction.





Application: &50

Maintenance group: %83$',6&28

Choose ( ([HFXWH ).

…

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In the data area, enter the value 0K07 in the &RQGLWLRQ 7\SH(&W\S) fieldon the right and confirm your entry. Enter:



Division:

Customer: 1XPEHU RI 6WRFNPDQQ $*

Amount:



Save your data.

2-1-5 Create another sales transaction of the type 6HUYLFH 2UGHUwith thebusiness partner 6WRFNPDQQ $* and enter the product 5HSDLU withthe TXDQWLW\ 68 .


Now the list of displayed condition types includes the entry 0K07 with theamount 3%.


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© SAP AG CR100 9-40


2-2-1 Take a look at the transaction from the previous exercise.


Open the transaction and select the 3ULFHVtab page in the 7UDQVDFWLRQ GDWD.3ULFLQJ SURFHGXUH &50


Determining the pricing procedure can be affected by the following factors:

6DOHV RUJDQL]DWLRQ 'LVWULEXWLRQ FKDQQHO 'LYLVLRQ 'RFXPHQW SULFLQJSURFHGXUHand &XVWRPHU SULFLQJ SURFHGXUH.

The 6DOHV RUJDQL]DWLRQ 'LVWULEXWLRQ FKDQQHOand 'LYLVLRQare displayed

in the transaction on the 2UJDQL]DWLRQtab page.The document pricing procedure is assigned to the transaction type.


Go to the 6$3 5HIHUHQFH ,0* .



Select entry =6 ## and click on the 'HWDLOVicon ( ).


Select the 6DOHVtransaction category and double-click on &XVWRPL]LQJKHDGHU in the dialog structure.

The document pricing procedure is called 6HUYLFH 3URFHVV 6.

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 %LOOLQJ tab page.

The customer pricing procedure is called 6WDQGDUG $.



Division: QRQH!

Document Pricing Procedure: 6


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2-2-4 Can you make any changes to the pricing procedure in the SAP CRMsystem’s Customizing?


%DVLF )XQFWLRQVo 3ULFLQJo 'HILQH 6HWWLQJV IRU 3ULFLQJo &UHDWH

3ULFLQJ 3URFHGXUH<HV changes are possible because the procedure was created in the SAPCRM system (source: CRM).

On the other hand, pricing procedures that were transferred by Customizingdownload from the SAP ERP system cannot be changed in the CRMsystem. This applies particularly to transactions from the 6DOHVarea.

2-2-5 You want to display the customer-specific material price (which you createdin SAP ERP) ( FRQGLWLRQ W\SH 35) in general condition maintenance.

To do this, set up a separate condition maintenance group – =&0*

(PDLQWHQDQFH JURXS##) – containing the corresponding condition table / condition type. Use a suitable description.

Specify that this condition maintenance group is in the GCM (generalcondition maintenance) context.


0DVWHU 'DWDo &RQGLWLRQV DQG &RQGLWLRQ 7HFKQLTXHo &RQGLWLRQ7HFKQLTXH %DVLFVo &UHDWH 0DLQWHQDQFH *URXS

Select 1HZ (QWULHV.


Description: 0DLQWHQDQFH JURXS

Confirm your input, select the new entry and go to &RQGLWLRQ 0DLQWHQDQFH*URXS 'HWDLO.

Select 1HZ (QWULHV.

Counter:

Application: &50

Use: 35

Condition table: 6$3

Condition Type: 35

Description:&XVWRPHU VSHF 0DWHULDO SULFH

Save your entries.

0DLQWDLQ &RQGLWLRQVmaintenance context: *&0

Select 1HZ (QWULHV.

Group: =&0*

Save your entries.

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© SAP AG CR100 9-42

2-2-6 In general condition maintenance, check if you can display condition masterrecords of condition type 35 in the condition maintenance group=&0* ##.

6$3 0HQX o 0DVWHU 'DWDo 3ULFHV DQG &RQGLWLRQVo 0DLQWDLQ

&RQGLWLRQVApplication: &50


Choose ([HFXWH.

In the structure area on the left, select the fields &RQGLWLRQ 7\SHand 6ROG7R 3DUW\.

Click on 6HOHFW UHFRUGV( )

In the dialog box that then appears, enter the following:

Condition Type: 35

Sold-To Party: 1XPEHU RI 6WRFNPDQQ

Choose ([HFXWH.

Condition records are displayed (at least one). However, it is not possible tochange the master record because it was transferred from the SAP ERPsystem and was not intended for processing in the SAP CRM system.

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© SAP AG CR100 10-1

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You can bill for different business transactions directly in mySAP Customer RelationshipManagement (mySAP CRM). These transactions include:y Sales orders (with or without reference to delivery)y 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 aninvoice 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 beimplemented if you wish to post billing documents in Financial Accounting.

You need SAP BW for statistical reporting of billing documents

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© SAP AG CR100 10-8

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During LQSXW SURFHVVLQJ, CRM Billing takes over billing-relevant items from different businesstransactions 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 theCRM Billing due list. It supports the following formats:y IDoc; XML SOAP via HTTP; XML via the Exchange infrastructurey For more information, see the documentation for function module

CRMXIF_BEA_DL_CRMB_SAVE. During ELOOLQJ, 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 duelist, you can process both single and collective billing from billing due list items and also triggerthem to run in the background.

You can cancel individual billing documents and also execute collective cancellations. The systemtransfers information on cancellations automatically to Financial Accounting.

2XWSXW SURFHVVLQJconsists of invoice output, the transfer to mySAP Financials, and retrieval forSAP 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 statisticalreporting.

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© SAP AG CR100 10-9

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As soon as you have saved a business transaction in which at least one item is relevant to billing, thesystem automatically transfers the data from this billing request item to the CRM Billing billing duelist. 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 CRMBilling for the transferred data record. When the system cannot determine an item category (if, forexample, the item category determination is not set up completely), the system has to reject thetransferred 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,

y That are blocked for billingy That are incomplete

There are two ways of setting a billing block y You give the business transaction item the billing block status.y You block the billing item category for billing with the corresponding indicator.

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© SAP AG CR100 10-10

© SAP AG2004

%LOOLQJ 3URFHVV

%LOOLQJ 0HWKRGV• ,QGLYLGXDO ELOOLQJ GLDORJ• &ROOHFWLYH ELOOLQJ GLDORJ• &ROOHFWLYH ELOOLQJ EDFNJURXQG• &ROOHFWLYH ELOOLQJ MRE FRQWUROOHG

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As a subprocess of billing, CRM Billing transfers billing due list items to billing document items andassigns 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 BusinessTransactions.

Split criteria in billing document header data includes the billing unit, payer, bill-to-party, billingdocument type, billing date, terms of payment and the 6SOLW FULWHULDfield.You can also influence the splitting criteria via the copy requirements. For this, choose 6$3 ,PSOHPHQWDWLRQ *XLGH→ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %LOOLQJ→ 'HILQH &RS\ 5HTXLUHPHQWV

In the case of delivery-related CRM Billing, the billing status is changed in R/3 Delivery and theCRM billing document is updated in the SD document flow SAP note 504730 describes the6XEVFULSWLRQ IRU GRFXPHQW IORZ RI GHOLYHU\ LQ 5.

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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 withbilling document data and is split into the following processes:y Output of invoicing documents through different output media (for example, printer, fax,

e-mail or external output management systems)y Transfer of billing data to a range of SAP ERP accounting applicationsy Provision for the SAP Business Information Warehouse (SAP BI)y Connection of any non-SAP applications to the external interface of CRM Billing – You can find

more information about connection under ,QWHUIDFHV IRU FRQQHFWLQJ WR H[WHUQDO V\VWHPV.

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 invoicedepends on the billing type (for example invoices, credit or debit memos as well as cancellationdocuments) 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 processthe billing due date.

Prerequisite: the 'LUHFW %LOOLQJ 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:

y 6$3 ,PSOHPHQWDWLRQ *XLGH→ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ 7UDQVDFWLRQV→ %DVLF6HWWLQJV→ %LOOLQJ 3ODQ

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The billing unit (BU) is a CRM business partner that has the role %LOOLQJ 8QLW . 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 theImplementation Guide under the %LOOLQJ node. For this, in IMG (SPRO) choose &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW %LOOLQJ .

Under 'HILQH %LOOLQJ 7\SHV, you define billing types for CRM Billing. A billing type specifies abilling document’s characteristics and properties. The billing type attributes determine how thesystem behaves during billing.

Under 'HILQH ,WHP &DWHJRULHV, you define the item categories for CRM Billing. The item categorydetermines the properties and characteristics of the billing due list items and the billing items. Theitem category attributes specify how the system behaves during input processing and billing.

Under ,WHP &DWHJRU\ 'HWHUPLQDWLRQ, you make settings for item category determination in CRMBilling. Item Category Determination is used to define the item category for CRM Billing from dataon CRM business transactions. There are two possible ways of doing this:y In the activity $VVLJQ ,WHP &DWHJRU\, you can assign the item category for CRM Billing to a

specific combination of transaction type (process type of source application) and an item categoryof 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 accountingapplications. Settings regarding document types, accounts and tax codes for accounting documentsare 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

y 6$3 ,PSOHPHQWDWLRQ *XLGH→ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %LOOLQJ→ &RQILJXUH $SSOLFDWLRQ

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• Understand the organizational units needed for billing and theassignments of these units

• Work with the billing due list and create individual billingdocuments

• Carry out certain necessary Customizing settings to set upCRM Billing

You want to settle sales and service transactions with CRMBilling and so you want to familiarize yourself with thisapplication.

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.

6HDUFK IRU EXVLQHVV SDUWQHUV WKDW KDYH WKH UROH %LOOLQJ 8QLW%($

1-1-2 Check in Customizing which of these billing units was assigned to the salesorganization 6DOHV 86

1-1-3 Which company code is this billing unit assigned to?

1-2 Create a new order of the type 6DOHV 7UDQVDFWLRQ(=6$/ for the customer0HJDVWRUHand the product +7 SLHFH 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.

__________________ >o GDWD VKHHW@

1-2-2 Check whether your created order was transferred to SAP ERP.

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© SAP AG CR100 10-22

1-2-3 Go to the SAPERP system and deliver your order.

Make a note of the delivery number.

_____________ >o GDWD VKHHW@

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 yourprocess.

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 %LOOLQJ UHOHYDQFHindicator for the item category =6$/ (whichwas determined in your transaction).

______________

1-3-2 Check out which item category for billing is assigned to your source processcategory /) 'HOLYHU\ in SAP ERP and source item category =6$/ .

______________

1-3-3 Take a look at the details for this item category. What billing type is used bydefault? Do billing due list items need to be released before they can bebilled?

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1-2 Create a service confirmation of the type &RQILUPDWLRQ =6(&for the customer0HJDVWRUH.

1-2-1 Create the confirmation with the following data and check which pricingprocedure was used.

Transaction Description: &50 %LOOLQJ##

Executing Service Employee:

Sold-To Party: 1XPEHU RI 0HJDVWRUH

Enter a service item on the 6HUYLFHtab page.

Product: 659 B

Quantity: 68 Choose the status &RPSOHWH.

Save the confirmation and note the number.

__________________ >o GDWD VKHHW@

1-2-2 Create a billing document for your confirmation.


_________________________________


1-3-1 Check the %LOOLQJ UHOHYDQFHindicator for the item category 69&3 (whichwas determined in your transaction).

______________

1-3-2 Check out which item category for billing is assigned to your source processcategory =6(& &RQILUPDWLRQand source item category 69&3 .

______________

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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6$3 PHQX o 0DVWHU 'DWDo %XVLQHVV 3DUWQHUVo 0DLQWDLQ %XVLQHVV 3DUWQHU

Click on Open BP ( ) and use the 3DUWQHUV E\ %3 5ROHsearch help.

BP role: %($ %LOOLQJ 8QLW

Choose ENTER.

Numbers of the billing units:

_________________________________________________________



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The sales organization Sales US is assigned %LOOLQJ 8QLW.

1-1-3 Which company code is this billing unit assigned to?


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Billing unit 33 is assigned &RPSDQ\ &RGH .

1-2 Create a new order of the type 6DOHV 7UDQVDFWLRQ(=6$/ for the customer0HJDVWRUHand the product +7 SLHFH 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.

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6$3 PHQX o 6DOHVo 0DLQWDLQ 6DOHV 7UDQVDFWLRQV

Choose &UHDWH 7UDQVDFWLRQand then 6DOHV→ 6DOHV 3URFHVV. Enter the data

for the order.…

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…

Select the +HDGHU RYHUYLHZtab.

The pricing procedure found is &50

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 seein the document flow that there is a replicated sales document.

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1-2-3 Go to the SAPERP system and deliver your order.

Make a note of the delivery number.

6$3 PHQX o /RJLVWLFVo 6DOHV DQG 'LVWULEXWLRQo 6DOHVo 2UGHUo

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Enter the order number of order you just created and choose 6DOHV 'RFXPHQWo 'HOLYHU .

Save the delivery.

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1-2-4 Can you find an entry for your process in the billing due list after carryingout the delivery? If not, why?

__________________________________________________

6$3 PHQX o 6DOHVo %LOOLQJo 0DLQWDLQ %LOOLQJ 'XH /LVW

In the creation data, enter the value CRM-## as the user and select 0DLQWDLQ

There is no entry for your process EHFDXVH JRRGV LVVXH KDV QRW EHHQSRVWHG \HW.

1-2-5 Carry out picking and posting goods issue in the SAP ERP system for yourprocess.

6$3 (DV\ $FFHVV 0HQX o /RJLVWLFVo 6DOHV DQG 'LVWULEXWLRQo

6KLSSLQJ DQG 7UDQVSRUWDWLRQo 2XWERXQG 'HOLYHU\o &KDQJHo 6LQJOH 'RFXPHQW

Enter your outbound delivery number, confirm your entry by choosingENTER and select )ROORZ RQ )XQFWLRQVo &UHDWH 7UDQVSRUW 5HTXHVW .

Enter %DFNJURXQGin the )RUHJURXQG %DFNJUQGfield. In the $GRSW SLFNTXDQWLW\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.

6$3 PHQX o 6DOHVo %LOOLQJo 0DLQWDLQ %LOOLQJ 'XH /LVW

Now there will be an entry with your delivery number.

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© SAP AG CR100 10-27

1-2-7 Create a billing document for your sales process.

In the Billing Due List, select your entry and choose ,QGLYLGXDO %LOOLQJ .

Save the invoice.

1-2-8 Are accounting documents generated in the SAP ERP system?<HV, because the 'R QRW 7UDQVIHUoption is not selected in billing type F2.

6$3 PHQX o 6DOHVo %LOOLQJo 0DLQWDLQ %LOOLQJ 'RFXPHQWV

Go to the created billing document and choose 'LVSOD\ 'RFXPHQW IORZ.

In the document flow ( ), you can go to the created Accounting

documents ( ).


1-3-1 Check the %LOOLQJ UHOHYDQFHindicator for the item category =6$/ (whichwas determined in your transaction).______________


%LOOLQJo 'HILQH %LOOLQJ 5HOHYDQFH RI 7UDQVDFWLRQ ,WHP &DWHJRULHV

Go to item category =6$/

Billing relevance: 'HOLYHU\ 5HODWHG &50 %LOOLQJ

1-3-2 Check out which item category for billing is assigned to your source processcategory /) 'HOLYHU\ in SAP ERP and source item category =6$/ .

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Choose &50% (CRM Billing).

Go to the line with 6RXUFH 3URFHVV &DWHJRU\ /)and 6RXUFH ,WHP&DWHJRU\ =6$/ .

Billing item category ='(/ is assigned.


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Select &50% (CRM Billing).

Take a look at the details for item category ='(/ ( ).

The billing type ,QYRLFH ) is stored as the default value.

The billing block indicator is not set; in other words, invoices do not have tobe released.

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© SAP AG CR100 10-28

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Search for business partners that have the role %LOOLQJ 8QLW (%($ ).


1-2 Create a service confirmation of the type &RQILUPDWLRQ =6(&for the customer0HJDVWRUH.

1-2-1 Create the confirmation with the following data and check which pricingprocedure was used.

6$3 PHQX o 6HUYLFHo 0DLQWDLQ 6HUYLFH &RQILUPDWLRQV

Choose &UHDWH 7UDQVDFWLRQand then 6HUYLFH &RQILUPDWLRQ→ &RQILUPDWLRQ.

Transaction Description: &50 %LOOLQJ

Executing Service Employee:

Sold-To Party: 1XPEHU RI 0HJDVWRUH

Enter a service item on the 6HUYLFHtab page.Product: 659 B

Quantity: 68

In the WUDQVDFWLRQ GDWD, choose the 3ULFHVtab page.

The SULFLQJ SURFHGXUHis = 6599 . It was created in the CRM system.

Choose the status &RPSOHWH.

Click on the &RPSOHWHbutton in the )DVW (QWU\view (top).

Save the confirmation and note the number.

__________________ >o GDWD VKHHW@

1-2-2 Create a billing document for your confirmation.

In the Billing Due List, select your entry and choose ,QGLYLGXDO %LOOLQJ .

Save the invoice.

__________________ >o GDWD VKHHW@

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© SAP AG CR100 10-30


<HV, because the 'R QRW 7UDQVIHUoption is not selected in billing typeZFSE.

6$3 PHQX o 6HUYLFHo %LOOLQJo 0DLQWDLQ %LOOLQJ 'RFXPHQWV

Go to the created billing document and choose 'LVSOD\ 'RFXPHQW IORZ.

In the document flow ( ), you can go to the created Accounting

documents ( ).


1-3-1 Check the %LOOLQJ UHOHYDQFHindicator for the item category 69&3 (whichwas determined in your transaction).

6$3 ,PSOHPHQWDWLRQ *XLGHo &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQWo %LOOLQJo 'HILQH %LOOLQJ 5HOHYDQFH RI 7UDQVDFWLRQ ,WHP &DWHJRULHV

Go to item category 69&3

Billing-relevance: WUDQVDFWLRQ UHODWHG ELOOLQJ DFFRUGLQJ WR RUGHU TXDQ

1-3-2 Check out which item category for billing is assigned to your source processcategory =6(& &RQILUPDWLRQand source item category 69&3 .

,0* 6$3 ,PSOHPHQWDWLRQ *XLGHo &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQWo %LOOLQJo ,WHP &DWHJRU\ 'HWHUPLQDWLRQo $VVLJQ ,WHP &DWHJRULHV

Choose &50% (CRM Billing).

Go to the line with 6RXUFH 3URFHVV &DWHJRU\ =6(&and 6RXUFH ,WHP&DWHJRU\ 69&3.

Billing item category 6&1 is assigned.


,0* 6$3 ,PSOHPHQWDWLRQ *XLGHo &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQWo %LOOLQJo 'HILQH ,WHP &DWHJRULHV

Select &50% (CRM Billing).Take a look at the details for item category 6&1 ( ).

The billing type ,QYRLFH 6HUYLFH 7UDQVDFWLRQ =)6(is stored as thedefault value.

The billing block indicator is not set; in other words, invoices do not have tobe released.

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The CRM enterprise with the CRM middleware and CRM applications is at the core of the CRMsystem 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 astand-alone solution or with various back-end systems. If SAP R/3 is the back-end system, only aplug-in is needed to handle data exchange with the SAP CRM server. CRM middleware handles dataexchange 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 theCRM middleware) with the applications on the SAP CRM server. Handheld applications can be usedin either online or offline mode.

The exchange of information between SAP CRM and other components, such as SAP BW and ERPback-end systems, occurs over the CRM middleware.

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© SAP AG CR100 11-5

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&50 6\VWHP /DQGVFDSH

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The &50 6HUYHU contains the CRM middleware, which handles the data exchange with internalapplications and external major components, such as an SAP ERP systems used as the back-end, anSAP Business Information Warehouse or non-SAP systems. The CRM middleware alsosynchronizes the databases of mobile clients with the CRM database.

0RELOH &OLHQWVare normally laptop computers on which the 0RELOH 6DOHV 0RELOH 6HUYLFHDSSOLFDWLRQis executed. Mobile clients typically connect temporarily (for example, via modem) tothe CRM Server for data exchange. The mobile clients are connected to the CRM Server via theFRPPXQLFDWLRQ VWDWLRQ.

6$3 %: (the SAP Business Information Warehouse) is the SAP data warehouse application. The CRM middleware can exchange messages with QRQ 6$3 (53 V\VWHPV via standard interfaces,

for example, XML – SOAP. *URXSZDUH VROXWLRQVthat 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 &50 EXVLQHVV REMHFWV, such as business partners,activities and opportunities, products and product catalogs, in several CRM functional areas such asInternet Sales, Service Interaction Center, Telesales, and Campaign Management. The CRM Serverapplications exchange data with the CRM middleware via the &50 $GDSWHU.

Business Document (BDoc) messages are used for data exchange and data processing within a CRMsystem environment (business documents process and transport business objects as one unit).Synchronization BDocs handle data synchronization with mobile clients; messaging BDocs are usedfor messaging between components such as SAP ERP and SAP CRM.

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The motivation for using %XVLQHVV 'RFXPHQWV %'RFVas a data container for processing businessobjects 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 severalindividual table entries.

%'RF PHVVDJHVare used for data processing within the CRM system and for data replication towardMobile Clients.

%'RF W\SHVare defined and managed in the BDoc Repository with the the BDoc Modeler.

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When talking about %'RFV, a distinction must be made between BDoc type, the BDoc instance andthe BDoc message:y A %'RF W\SH 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.y A %'RF LQVWDQFHis 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.y A %'RF PHVVDJH(or just %'RF ) 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 onlyone BDoc instance for a business object but there can be multiple BDoc messages (with their ownIDs) for one BDoc instance. However a BDoc instance is replicated to a mobile client using aBDoc 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 isvalidated through a validation service. The messaging layer uses PHVVDJLQJ %'RF W\SHVfor dataexchanges with the CRM Server applications, ERP back-ends and external systems.

The Administration Console will determine the receivers of the data. The appropriate adaptorservices are called and sent to the outbound queue.

The CRM middleware can apply simple intelligent replication to Messaging BDoc types. Amessaging BDoc type acts like an envelope: The CRM middleware cannot access the data inside theenvelope but can access data on the envelope. Each application uses different address information sothat, 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 2EMHFW 0DQDJHPHQW. Here you canuse filter criteria to restrict the scope of the data according to your requirements. These filter criteriathen apply for the delta data exchange too.

To start the initial load, using Transaction R3AS ( 6$3 PHQX → $UFKLWHFWXUH DQG 7HFKQRORJ\→

0LGGOHZDUH→ 'DWH ([FKDQJH→ ,QLWLDO /RDG→ 6WDUW ) 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 $GPLQLVWUDWLRQ

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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 KLHUDUFK\in this system. The data is therefore stored in the CRM database and in thelocal client databases. No storage repository exists for regulating distribution.

Data is replicated to VLWHV(local databases) and not to individual persons. A UHSOLFDWLRQ PRGHO defines the rules for how data is distributed. The replication model is created and administered in theAdministration Console.

The main tasks performed with the $GPLQLVWUDWLRQ &RQVROHare:y Setting up and maintaining the UHSOLFDWLRQ, that is, maintaining replication objects, publications

and subscriptionsy Managing mobile employee (users) and their passwordsy Defining sites, the logical representation of data receivers within the CRM Middlewarey Assigning employees to sites (site type Mobile Client only)y Defining and administering organizational structures.

To call the administration console, choose the following path: $UFKLWHFWXUH DQG 7HFKQRORJ\→

0LGGOHZDUH→ $GPLQLVWUDWLRQ→ $GPLQLVWUDWLRQ &RQVROH(Alternatively, you can use TransactionSMOEAC).

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The above model describes simple intelligent replication - such as transfer of data to the mobileclient.

You can call the BDoc modeler via the following path: 6$3 PHQX → $UFKLWHFWXUH DQG 7HFKQRORJ\→

0LGGOHZDUH→ 'HYHORSPHQW→ 0HWD 2EMHFW 0RGHOLQJ→ %'RF 0RGHOHU 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 loadinformation for business partners, material masters and plants first before you begin to load customermaterial information.

To start initial data transfer, choose in the SAP menu → Architecture and Technology → Middleware → DataExchange → Initial Data Transfer.

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$GDSWHU REMHFWVcan 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, ordersand product master data. Load objects are stored in the SMOFOBJECT table. They are grouped asfollows:y Business objectsy Customizing objectsy Condition objects

Which objects are loaded to which target systems depends on the business process and has beendefined 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 beloaded 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 ILOWHUFULWHULD.

Filters for the initial load are also used for the delta load from the SAP R/3 system. For the initialload 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 businessobjects are predefined (stored in table SMOFFILFLD) whereas filters for customizing or conditionobjects can be set on existing fields.

Filter options allow the filtering of business objects at the source, at the target, or at both the sourceand 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 $UFKLWHFWXUH DQG 7HFKQRORJ\! 0LGGOHZDUH ! 'DWD ([FKDQJH ! 2EMHFW 0DQDJHPHQW ! %XVLQHVV 2EMHFWV &XVWRPL]LQJ2EMHFWV &RQGLWLRQ 2EMHFWV.

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The transaction to start the initial load can be found at $UFKLWHFWXUH DQG 7HFKQRORJ\→ 0LGGOHZDUH→ 'DWD ([FKDQJH→ ,QLWLDO /RDG→ 6WDUW.

While there are no restrictions for UHSHDWLQJ GDWD WUDQVIHUVfrom SAP R/3 to CRM, data transfersfrom CRM to the consolidated database follow a different logic. To avoid inconsistencies betweenthe consolidated database and mobile application databases, a repeated initial data transfer fromCRM to the consolidated database is prevented. If you are sure that no Mobile Clients have beensupplied with data or that no data can be extracted again, then a repeated initial data transfer fromCRM to the consolidated database can be carried out. To do this, you must change an entry in tableSMOFINICUS (for more information, go to the SAP Library).

The transaction used to monitor the initial load is under $UFKLWHFWXUH DQG 7HFKQRORJ\→ 0LGGOHZDUH→ 'DWD ([FKDQJH→ ,QLWLDO /RDG→ 0RQLWRU 2EMHFWV. If the initial data transfer is not successful,have a look at SAP Note 309734. This contains some useful hints on making a JHQHUDO HUURUDQDO\VLV.

You can also use the 0LGGOHZDUH 3RUWDOor 0RQLWRULQJ &RFNSLWunder $UFKLWHFWXUH DQG7HFKQRORJ\→ 0LGGOHZDUH→ 0RQLWRULQJ→ &HQWUDO 0RQLWRULQJ→ 0RQLWRULQJ &RFNSLW .

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In certain cases, you need tools to correct data inconsistency.y Data Integrity Manager: more information on one of the next slides.y 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 theCRM Database or vice versa. Note that the Request of objects from the CRM Database to an ERPBack-End is not supported for all objects. The transactions to define and start a request are R3AR2and R3AR4, respectively.

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With the Data Integrity Manager (DIMa), you can detect and repair inconsistencies between objectsacross components within the SAP CRM system landscape.

An SAP CRM system landscape usually consists of more than one database. Every SAP CRMsystem has a CRM database. In most cases data exchange with one or more SAP R/3 back-endsystems is necessary. A FRQVROLGDWHG GDWDEDVHis the basis for data exchange with mobile clients. Itis 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. Thedata comparisons are always carried out for the CRM database and an R/3 back-end database, andthe 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 comparecompares 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:y SMWP (Monitoring Cockpit)y SMW00 (Error Handler)y SMW01 (Display BDoc Messages)y SMW02 (BDoc Message Summary)y SMQ1 (Outbound Queue Monitor)y SMQ2 (Inbound Queue Monitor)y SMQR (Queue-In Scheduler)y SMQS (Queue-Out Scheduler)y SMWT (Middleware Trace)y R3AS (Start Initial Load)y R3AC6 (Define Middleware Parameters)y R3AR2 (Define Requests)y R3AR3 (Monitor Requests)y R3AR4 (Start Requests)y SDIMA (Data Integrity Manager)y SBDM (BDoc Modeler)

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The 'LVSOD\ %'RF 0HVVDJHVfunction lists all BDoc messages (transaction SMW01). It displays thefollowing:y The BDoc ID and BDoc type, the BDoc state, the flow context, the queue name, the date and time

when the BDoc message was senty The flow trace, the data and error segments, the service in which the error occurred (last service

reached), the recipient listy 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 getprocessed within a reasonable amount of time, it is possible to restart the message, view the messagecontent, or discard the message. A BDoc message can be marked as deleted. (Note that deletingBDoc messages can lead to data inconsistencies however.) It is also possible to make a secondattempt at processing.

You should delete successfully-processed BDoc messages at regular intervals. This is usually doneusing fix-scheduled reorganization jobs.

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A SRVVLEOH HUURU VLWXDWLRQwould be that a business object was changed in a CRM Serverapplication, 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:y Check Display BDoc Messages including the middleware trace information.y Check the outbound queuey Check the table BDOC_TRACK in the SAP R/3 system (which shows information on the data

handling of the R/3 application).y Check the outbound queue of the SAP R/3 systemy 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 (inthe Administration Console) and the CRM Middleware parameter settings in the CRM system andthe 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 indefining 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 $GPLQLVWUDWLRQ &RQVROH. The AdministrationConsole essentially specifies which data from the CRM system is to be distributedto other systems.

1-1-1 Start the Administration Console.

1-1-2 Display the details for the 6LWHobject.

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 outwhich system is being addressed.

To display the RFC destination, use Transaction QVP ($%$3 FRQQHFWLRQV).

Find the corresponding destination and test this by carryingout a (test) remote login.

1-1-4 Examine the existing assigned subscription $OO %XVLQHVV 3DUWQHUV 0(6* .

What is the assigned publication and replication object used?

_________________

_________________

Are there criteria values assigned to the subscription?

BBBBBBBBBBBBBBBBB

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• Make settings for data exchange of business partners fromERP to the CRM system.

Before carrying out the initial data transfer, you need to performsome important preparatory tasks. This includes defining suitablefilter criteria for data transfers.

You familiarize yourself with Object Management to enable youto define data transfers from the ERP system to the SAP CRMsystem more accurately.

2-1 Familiarize yourself with 2EMHFW 0DQDJHPHQW. In Object Management, youspecify 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 &86720(5B0$,1 business adapterobject. 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 accountgroup 6ROG WR SDUW\ 5 ! &50 and check whether this is transferredsuccessfully to the SAP CRM system.

Use transaction QYG or, alternatively, /RJLVWLFV PHQXo

6DOHV DQG 'LVWULEXWLRQo 0DVWHU 'DWDo %XVLQHVV 3DUWQHUo &XVWRPHUo &UHDWHo 6DOHV DQG 'LVWULEXWLRQ

Enter a IRUP RI DGGUHVV, a QDPH and the FRXQWU\.

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 customernumber. What number does the business partner have in the SAP CRMsystem?

2-1-5 Using the same method, take a look now at the details for the Customizingadapter object =&5 B B'2 .

Which table does this object refer to? This information is relevant for thenext exercise.

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• Perform an initial data transfer of Customizing data

You make filter settings in Object Management and transferCustomizing data from the ERP system.

3-1 In the following exercise, you make an initial data transfer of Customizing data. Todo this, you use separately defined Customizing tables and adapter objects.

3-1-1 Display the contents of table =&5 B in the ERP system.

Use transaction Q, QVH or, alternatively, 6$3 PHQX o

7RROVo $%$3 :RUNEHQFK o 2YHUYLHZo 'DWD %URZVHU

Which contents are displayed? Which tables are displayed?

Note the name of one continent.

______________________

3-1-2 Display the contents of table =&5 B in the SAP CRM system.

Which contents are displayed?

3-1-3 Define filter criteria for the data transfer (Customizing adapter object

=&5 B B'2 ).You want to perform an initial data transfer but restrict the data transfer byonly transferring countries from one continent.

0DNH VXUH \RX HQWHU WKH ILOWHU GHILQLWLRQ FRUUHFWO\

3-1-4 Now perform the initial load for your table =&5 B .


Which contents are displayed now?

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• Call a monitor that is important for data exchange

• Reprocess erroneous BDoc messages

It is inevitable that BDoc messages will occasionally beprocessed with errors. You deliberately cause an erroneous datatransfer for a business partner, search for and locate the error andthen rectify it.

4-1 In the following exercise you exchange business partner data between the ERP andSAP CRM systems and, in doing so, cause a deliberate error during data transfer.Using a suitable monitor, you perform an error analysis and rectify the problem.

4-1-1 In the 6$3 &50 system, open the business partner 6WRFNPDQQ $* in&KDQJH PRGH

4-1-2 Change the customer 6WRFNPDQQ $* in the (53 system by entering an

additional region for instance and then save the master record.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.

4-1-4 Take a look at the BDoc message that was generated during this dataexchange.

Use Transaction QVPZ or 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o 0LGGOHZDUHo 0RQLWRULQJo 0HVVDJH )ORZo 'LVSOD\ %'RF 0HVVDJHV

Select the EXVLQHVV SDUWQHU QXPEHUusing the queue name

for example.To do this, you need to display additional selection options.

4-1-5 Take a look at the error message. Why does the message have the errorstatus (E04)?

4-1-6 Ensure that the business partner ##Stockmann AG is not being processed inthe CRM system and reprocess the BDoc message. Check that the data hasbeen processed correctly by, for example, opening the business partneragain.

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1-1 Familiarize yourself with the $GPLQLVWUDWLRQ &RQVROH. The AdministrationConsole essentially specifies which data from the CRM system is to be distributedto other systems.

1-1-1 Start the Administration Console.

6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o 0LGGOHZDUHo

$GPLQLVWUDWLRQo $GPLQLVWUDWLRQ &RQVROH

1-1-2 Display the details for the 6LWHobject.Display the details for the SAP R/3 site.

Choose the 6LWH REMHFW W\SHand then 'LVSOD\ REMHFW( )

Double-click on the R/3 node.

Choose 6LWH DWWULEXWHV

What is the RFC destination of the site and what is the logical system?

The RFC destination is ',,B and the logical system is 7 &/17 .

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 QVP ($%$3 FRQQHFWLRQV).

Find the corresponding destination and test this by carryingout a (test) remote login.

Call transaction QVP and choose the $%$3 FRQQHFWLRQ ',,B .

Choose the 5HPRWH /RJLQpushbutton.

A new session is started in the ERP system.

Close the session again.

1-1-4 Examine the existing assigned subscription $OO %XVLQHVV 3DUWQHUV 0(6*.

Double-click either the $OO %XVLQHVV 3DUWQHUV 0(6*entry in thestructure tree on the left or in the detail area of the 5 site ( 6XEVFULSWLRQV tab page).

What is the assigned publication and replication object used?

If you called up the details of the subscription, choose the 3XEOLFDWLRQVtabpage. The publication name is $OO %XVLQHVV 3DUWQHUV 0(6*

Are there criteria values assigned to the subscription?1R The replication object is of the type simple unfiltered and cannot beassigned criteria values.

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2-1 Familiarize yourself with 2EMHFW 0DQDJHPHQW. In Object Management, youspecify 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 &86720(5B0$,1 business adapterobject. Which Business Document (Bdoc) is the adapter object linked to?

6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o 0LGGOHZDUHo 'DWD ([FKDQJH o 2EMHFW 0DQDJHPHQWo %XVLQHVV 2EMHFWV

Select &86720(5B0$,1 and choose 'HWDLOV( ).

BDoc link: %83$B0$,1 .

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.

1R ILOWHUV KDYH EHHQ PDLQWDLQHG

2-1-3 In the ERP system, create a new (customer) business partner for the accountgroup 6ROG WR SDUW\ 5 ! &50 and check whether this is transferredsuccessfully to the SAP CRM system.

6$3 PHQX o /RJLVWLFVo 6DOHV DQG 'LVWULEXWLRQo 0DVWHU 'DWDo

%XVLQHVV 3DUWQHUo &XVWRPHUo &UHDWHo 6DOHV DQG 'LVWULEXWLRQ

Account group: 6ROG WR 3DUW\ 5 ! &50

Choose (17(5 .

Form of Address: &RPSDQ\

Name: 7UDQVIHU

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 customernumber. What number does the business partner have in the SAP CRMsystem?

6$3 PHQX o 0DVWHU 'DWDo %XVLQHVV 3DUWQHUVo 0DLQWDLQ %XVLQHVV 3DUWQHU …

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Using the Locator, search for the business partner.

Search: 2UJDQL]DWLRQ

By: 5 FXVWRPHU QXPEHU

(Number): &XVWRPHU QXPEHU 2-1-5 Using the same method, take a look now at the details for the Customizing

adapter object =&5 B B'2 .

Which table does this object refer to? This information is relevant for thenext exercise.

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Select =&5 B B'2 and choose 'HWDLOV( ).

Choose the 7DEOHV 6WUXFWXUHVtab page

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3-1 In the following exercise, you make an initial data transfer of Customizing data. Todo this, you use separately defined Customizing tables and adapter objects.

3-1-1 Display the contents of table =&5 B in the ERP system.

6$3 PHQX o 7RROVo $%$3 :RUNEHQFK o 2YHUYLHZo 'DWD %URZVHU

Table Name: =&5 B .

Choose (17(5 followed by Execute ( ).Which contents are displayed?

FRXQWULHV DQG WKH UHOHYDQW FRQWLQHQWV DUH VKRZQ

Which tables are displayed?

0$1'7 , &28175< and &217,1(17 .

Note the name of one continent.


Which contents are displayed?

6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o $%$3 :RUNEHQFK o

2YHUYLHZo 'DWD %URZVHU

Choose (17(5 followed by Execute ( ).

7KH UHOHYDQW WDEOH LV HPSW\

3-1-3 Define filter criteria for the data transfer (Customizing adapter objectZCR540_##_DO).

You want to perform an initial data transfer but restrict the data transfer byonly transferring countries from one continent.

0DNH VXUH \RX HQWHU WKH ILOWHU GHILQLWLRQ FRUUHFWO\

6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o 0LGGOHZDUHo 'DWD ([FKDQJH o 2EMHFW 0DQDJHPHQWo &XVWRPL]LQJ 2EMHFWV

Select =&5 B B'2 and choose 'HWDLOV( ).

Choose the Tables/Structures tab page and press the Filter pushbutton( ).

Select the 5 source site and then press Change ( ).…

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Enter the following filter settings

Field: &217,1(17

Operator: (TXDO WR= ORZ

LOW: for example (8523(Save the settings. You will receive a message confirming that these filtercriteria have been changed successfully in the backend system.

3-1-4 Now perform the initial load for your table =&5 B .

6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o 0LGGOHZDUHo 'DWD ([FKDQJH o ,QLWLDO /RDGo 6WDUW

Load object: =&5 B B'2

Choose ( ([HFXWH ).

Acknowledge the popup.3-1-5 Display the contents of table =&5 B in the SAP CRM system.

Which contents are displayed now?

6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o $%$3 :RUNEHQFK o

2YHUYLHZo 'DWD %URZVHU

Choose (17(5 followed by Execute ( ).

The table now contains some entries with countries from the continent youentered in the filter criteria.

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4-1 In the following exercise you exchange business partner data between the ERP andSAP CRM systems and, in doing so, cause a deliberate error during data transfer.Using a suitable monitor, you perform an error analysis and rectify the problem.

4-1-1 In the 6$3 &50 system, open the business partner 6WRFNPDQQ $* in&KDQJH PRGH


Open the business partner ##Stockmann AG and switch to change mode.

4-1-2 Change the customer 6WRFNPDQQ $* LQ WKHERP system by entering anadditional region for instance and then save the master record.

6$3 PHQX o /RJLVWLFVo 6DOHV DQG 'LVWULEXWLRQo 0DVWHU 'DWDo

%XVLQHVV 3DUWQHUo &XVWRPHUo &KDQJHo 6DOHV DQG 'LVWULEXWLRQ

Customer: 1XPEHU RI 6WRFNPDQQ $*

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 dataexchange.

6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o 0LGGOHZDUHo 0RQLWRULQJo 0HVVDJH )ORZo 'LVSOD\ %'RF 0HVVDJHV

Select the EXVLQHVV SDUWQHU QXPEHUusing the queue name for example.

Choose $GG IXUWKHU VHOHFWLRQ RSWLRQV( ).

Queue name: 1XPEHU RI EXVLQHVV SDUWQHU

Choose ( ([HFXWH ).

If multiple entries are listed, search for the correct entry using transmissiontime and transmission date.

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The SAP NetWeaver Portal enables users to access various SAP and non-SAP applications as well asdocuments and other information sources.

BSP = Business Server Page. A BSP application is – like with a transaction in the classic sense – anapplication that is functionally self-contained. This application is not executed in the SAPGUIhowever, but in a Web Browser.

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User-friendly user interface:y Intuitive and recognizable interaction designy Easy navigation and Web-like behavior

Preconfigured user roles:y Preassembled content for complete business tasksy Easy adaptation of the roles for specific needs

Knowledge Management (KM):y Users want easy access to the knowledge of the entire enterprise through a single point of access.y 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:

y Users require personalization options to adapt content to their liking.y 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 hasthree primary functions:

y Informing customers about available packages, worksets, and iViews and making this contentavailable for download

y Supporting the developer community in creating new content and offering it to SAP Portalscustomers

y 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 certainbusiness packages. To download business packages, you need a user ID, which you can also requeston this website. This user enables you to access all business packages available. Provided that youpossess the licenses required, you can start downloading business packages immediately.

1RWH: Consultants should always use the customer’s user ID to download business packages fromthe Portal Content Portfolio.

For further information on installation of business packages, see KWWS KHOS VDS FRP ! 'RFXPHQWDWLRQ ! 6$3 1HW:HDYHU ! 6$3 1HW:HDYHU V ! 6$3 1HW:HDYHU /LEUDU\ !SAPNetWeaver Key Areas -> 3HRSOH ,QWHJUDWLRQ ! 3RUWDO ! $GPLQLVWUDWLRQ *XLGH ! &RQWHQW $GPLQLVWUDWLRQ ! %XVLQHVV 3DFNDJH $GPLQLVWUDWLRQ ! %XVLQHVV 3DFNDJH /LIHF\FOH

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The UROHis 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 theuser should be able to access and the activities he or she may perform.

User access to content is determined by UROH GHILQLWLRQV. A portal role is a collection of content. Theportal content is developed to enable access to information that is relevant for the company that usesthe 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 thecontent that has been assigned to all of his or her roles.

The role definition determines the navigation structure within the portal. The navigation structureconsists of the top-level navigation bar, and the detailed navigation tree. The top-level navigation baris 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 portalpages and services. A user can navigate portal pages and services by clicking on the nodes in thedetailed navigation tree. Using the role definition, users can specify whether detailed navigation treesare to be shown. In addition, the role definition is used to configure both navigation at the highestlevel and also detailed navigation.

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Personalization is a critical success factor for mySAP CRM:y Easy customization and personalization enables the user to have the right information at the right

place.y Personalization enables quick navigation to relevant information.y Personalization provides an optimized working environment for users.

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0DNLQJ 3HUVRQDOL]DWLRQ 6HWWLQJV For information about personalization of the portal, have a look in the SAP Library under

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For information about personalization of iView, have a look in the SAP Library under KHOS VDS FRP.Choose the following path there: 'RFXPHQWDWLRQ ! 6$3 1HW:HDYHU ! 6$3 1HW:HDYHU ! 3HRSOH ,QWHJUDWLRQ ! 3RUWDO ! (QG 8VHU *XLGH ! 8VH &RQWHQW ! 3HUVRQDOL]H L9LHZ

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You can use the 3HUVRQDOL]Hlink to personalize a results list - for example show/hide fields andinfluence 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:y 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.y You can stipulate which business objects and which attributes are available for each business

object in the central search. Various views are available:

y List: This is mainly used for searching and displaying various data records. You also have an([WHQGHG VHDUFKoption with this view.

y Summarized: This provides the most important information for a selected application in a singleview. Note you cannot enter or edit any data on this page however.

y Details: Details are contained in a screen area in which you can view and edit all information foran application.

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© SAP AG CR100 12-14

© SAP AG2004

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Possible object assignmentsy Pages can contain pages and iViewsy Worksets can contain worksets, pages and iViewsy Roles can contain roles, worksets, pages and iViewsy Groups can contain usersy Roles can be assigned to groups and usersy iViews can not contain other content objects

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© SAP AG CR100 12-15

© SAP AG2004

3RUWDO $GPLQLVWUDWLRQ ² &RS\LQJ 5ROHV

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3DVWH DV 'HOWD /LQNWR VSHFLILF DUHD

&RS\LQJ D 5ROH 8VH: You can copy an existing role and then edit the copied version. 3URFHGXUH

y Select a role in the role catalog ( %URZVHUstructure).y Right-click the role and choose &RS\ .y Navigate to the customer specific area within portal content directory.

Use right-click and e.g. choose 3DVWHif you want an independent object. Use right-click and e.g. choose 3DVWH DV 'HOWD /LQN if you would like inheritance take place

(Parent-Child relationship).y Open your role and change properties accordingly.

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© SAP AG2004

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- $GG DVVLJQ UHPRYH ZRUNVHWV

- $GG DVVLJQ UHPRYH L9LHZV

&KDQJLQJ ([LVWLQJ 5ROHV 3URFHGXUH

y Select a role in the Portal Content (either %URZVHor 6HDUFKtab) area and right-click on theobject. Choose 2SHQ to edit the role.

y You can edit the object by adding new entries or removing existing ones and by changingproperties.

y If possible, save your role. When you remove a Workset from a role (Delete), changes areeffective immediately. No save necessary.

0RGLI\LQJ 3RUWDO 5ROHV 'HOLYHUHG E\ 6$3 You should QHYHUmodify 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, DOZD\V XVH WKH

GHOWD OLQN SURFHGXUH. Also read Delta Links and Upgrade of Business Packages.

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© SAP AG CR100 12-17

© SAP AG2004

3RUWDO $GPLQLVWUDWLRQ ² $VVLJQLQJ 8VHUV WR D 5ROH

User Management System(LDAP Directory)

Portal

5ROH

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8VHU

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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

y Search for the user in 8VHU $GPLQLVWUDWLRQ ! 5ROHVy Edit the user.y Search for available roles and assign them to the user.y Save the user.

Every user will be assigned to group (YHU\RQHand the role HXBUROH.

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© SAP AG CR100 12-18

© SAP AG2004

&XVWRPL]LQJ RI 9LHZV

6HOHFW L9LHZV

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$GDSW 4XHU\ 6WULQJ LQFOXGLQJ D YLHZ

appl=CRMM_ACCOUNT EOYLHZ 6$/(6 &...

CRM uses an approach where only one BSP application exists (CRM_BSP_FRAME). All thevarious applications like Account Management, Opportunity Management and so on are managedinternally by a URL parameter known as $33/ . The personalization is realized by the BLVIEWparameter.

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© SAP AG CR100 12-19

© SAP AG2004

'LIIHUHQW 5ROHV 0DS WR WKH 'LIIHUHQW 9LHZV

$FWLYLW\ 0DQDJHPHQW

6DOHV9LHZ

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:LWK WKH KHOS RI WKH &50 YLHZ FRQFHSW FXVWRPHUV FDQFUHDWH VSHFLDO OD\RXW GHULYDWLYHV 2QH RU PRUH YLHZV FDQ EHXVHG LQ HDFK UROH 7KLV HQVXUHV WKH JUHDWHVW SRVVLEOHIOH[LELOLW\ ,Q WKLV H[DPSOH WZR YLHZV KDYH EHHQ FUHDWHG IRUDFWLYLW\ PDQDJHPHQW VLQFH ERWK VDOHV DQG VHUYLFHGHSDUWPHQW KDYH PDLQWDLQ DFWLYLWLHV EXW XVH GLIIHUHQWOD\RXW

To create a view, choose the following path: 6$3 ,PSOHPHQWDWLRQ *XLGH ! &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW ! /D\RXW RI 8VHU ,QWHUIDFH 3HRSOH &HQWULF 8, ! $SSOLFDWLRQ /D\RXW ! 9LHZ

The iView property $GGLWLRQDO 4XHU\ 6WULQJ 2SWLRQDO 3URSHUW\allows you to address a view; useparameter EOYLHZ YLHZ!

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© SAP AG CR100 12-20

© SAP AG2004

0RGLILFDWLRQV LQ WKH &50 6\VWHP

$VVLJQ D VXLWDEOH LQGLYLGXDO UROH WR WKH SRUWDO UROH LQ WKH &50 V\VWHP

0RGLI\ QDYLJDWLRQ 85/ JHQHUDWLRQ IRU \RXU UROH0RGLI\ WKH OD\RXW RI \RXU 3& 8, DSSOLFDWLRQV

Transaction CRMC_BLUEPRINT_C leads you directly to the /D\RXW RI WKH 8VHU ,QWHUIDFH 3HRSOH&HQWULF 8,

The &XVWRPL]LQJ WRROreplaces the Business Application Builder and the CRM Designer. This isstarted via an (ABAP) transaction and is QRWa 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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© SAP AG CR100 12-21

© SAP AG2004

3HRSOH &HQWULF &50 8QLW 6XPPDU\

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0DNH VLPSOH FKDQJHV WR SRUWDO FRQWHQW

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© SAP AG CR100 12-23

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8QLW 3HRSOH &HQWULF &50

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• 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 theexample of the $FFRXQWVapplication, you familiarize yourself with thepersonalization options.

1-1-1 Log on to the portal.

/LQN XVHU DQG SDVVZRUG DUH SURYLGHG E\ \RXU WUDLQHU

1-1-2 Select the application $FFRXQW 0DQDJHPHQW→ $Fcount V→ $FFRXQWV.

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 &5

Describe exactly what is saved

________________________________________________________

1-1-3 Personalize the search result list.Choose the Personalization link, select and deselect fields and change theorder 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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© SAP AG CR100 12-25

([HUFLVHV

R-


7RSLF &50 6SHFLILF &RQWHQW LQ (3


• Reproduce portal personalization options

• Explain the basic content of a standard portal role

You would like to become familiar with user and content informationwithin the Enterprise Portal. You also need to gain a better understandingof 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 followingyou will become familiar with user management (Identity Management) for theSAP NetWeaver portal.

2-1-1 Take a look at portal personalization. Which options do you have topersonalize the user specific portal environment?

2-1-2 In 8VHU $GPLQLVWUDWLRQsearch for user 0LNH %XUWRQand 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 &RQWHQW $GPLQLVWUDWLRQ→ 3RUWDO&RQWHQWYou will see some of those icons again in the further course of thisexercise.

2-1-4 In &RQWHQW $GPLQLVWUDWLRQ, search for the 6HUYLFH 0DQDJHUrole, open it andfind 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 markedas entry points? Use the legend as a reference.

c) What are the contents of the 2SSRUWXQLW\ 0DQDJHPHQW workset in the6HUYLFH &\FOHworkset?

d) Call up the &XVWRPHUVpage in the Service Performance Analysis worksetof the $QDO\WLFVworkset. 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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© SAP AG CR100 12-27

([HUFLVHV

R-


7RSLF &RS\LQJ DQG &KDQJLQJ D 5ROH


• 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 informationwithin the Enterprise Portal. You also need to gain a better understandingof 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 thatfollow you will copy an existing portal role and then modify it. In addition, you willgenerate a suitable user role in the CRM system corresponding to the portal roleresponsible for portal navigation for example.

3-1-1 Create a subfolder *5283 in the folder CRM Training

3-1-2 Copy the 6HUYLFH 0DQDJHUrole from the corresponding folder in the newly-

created ##Group folder.Right-click to use the copy & paste function.

Change the 'HVFULSWLRQ ,'and 1DPH of the role to 6HUYLFH 0DQDJHU.

What is the complete ID for this role? You can find this information furtherdown under 4XLFN ,QIR.

3-1-3 Delete the $QDO\WLFVworkset. Answer the dialog with <HV.

3-1-4 Go to 8VHU $GPLQLVWUDWLRQand assign the newly-created role to the userCRM-##.

Refresh the display (F5). What do you notice?Go to $FFRXQWV DQG 3URGXFWV→ $FFRXQW 0DQDJHPHQW → $FFRXQWVandcall the Account Media Store (3271).

Can your see any hyperlinks on the 2SSRUWXQLWLHVtab?

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© SAP AG CR100 12-28

2SWLRQDO ([HUFLVHV

3-1-5 Generate a new user role in the CRM system.

Create a new user role = B3&&B6(59,&(B0$1$*(5 in the SAPCRM system using the existing role SAP_PCC_SERVICE_MANAGER asa 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 justcreated.

Carry out this setting in CRM Customizing.


/D\RXW RI 8VHU ,QWHUIDFH 3HRSOH &HQWULF 8,o 1DYLJDWLRQ 85/*HQHUDWLRQo $VVLJQ 3RUWDO 5ROH WR 6LQJOH 5ROH

3-1-8 Use the role copier to generate object links. /D\RXW RI 8VHU ,QWHUIDFH 3HRSOH &HQWULF 8,o 1DYLJDWLRQ 85/*HQHUDWLRQo 8VH 5ROH &RSLHU IRU 2EMHFW /LQNV

Individual role (source): 6$3B3&&B6(59,&(B0$1$*(5

Confirm the entry with ENTER.

Individual role (destination): = B3&&B6(59,&(B0$1$*(5

Confirm your entry with ENTER.

Destination role priority: 10

Execute the activity in test mode to start with and then GHVHOHFWthe 7HVW0RGH FKHFNER[.

3-1-9 Log on to the portal again and check whether the hyperlinks are now visible.

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© SAP AG CR100 12-29

6ROXWLRQVR-


7RSLF )DPLOLDUL]LQJ <RXUVHOI ZLWK WKH 3HRSOH &HQWULF 8,

DQG WKH $FFRXQWV$SSOLFDWLRQ

1-1 Familiarize yourself with the People-Centric UI and its applications. Using theexample of the $FFRXQWVapplication, you familiarize yourself with thepersonalization options.

1-1-1 Log on to the portal.

/LQN XVHU DQG SDVVZRUG DUH SURYLGHG E\ \RXU WUDLQHU

1-1-2 To save the search strategy, choose 6HDUFK TXHU\« Only the search attributes are saved, not the search result list. If you selectyour predefined search the next time, the system starts the search again withexactly the same search attributes, though the result list might be different.

1-1-3 Click on the 3HUVRQDOL]Hlink 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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© SAP AG CR100 12-31

6ROXWLRQVR-


7RSLF &50 6SHFLILF &RQWHQW LQ (3

2-1 Analyze an existing portal user as well as an existing portal role. In the followingyou will become familiar with user management (Identity Management) for theSAP NetWeaver portal.

2-1-1 Click on the 3HUVRQDOL]Hlink in the upper right corner of the browserwindow.

Users can personalize the portal theme for example (influences the fonts andcolors 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 setthe handling of unsaved data during navigation.

2-1-2 Choose User Administration → Identity Management

Under the ([WHQGHG VHDUFKfor XVHUV, enter the surname %XUWRQand press(17(5 .

a) Mike Burton’s user ID is 6(59,&(5(3 .

b) Choose the $VVLJQHG 5ROHVtab Select 5HFXUVLYH VHDUFKand choose6WDUW. You can see that the user is assigned to the roles [Description](YHU\RQH UROH, &50 8VHU , &5 6HUYLFH 5ROHand 3HUVRQDOL]DWLRQ.

c) You can, for example, modify or lock the user.

…

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© SAP AG CR100 12-32

…

2-1-3 The following icon legend can be observed:

Folder iView (Hidden)

iView Folder (Added to Delta Link Target)

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 DeltaLink 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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© SAP AG CR100 12-33

2-1-4 Click &RQWHQW $GPLQLVWUDWLRQ→ 3RUWDO &RQWHQW and go to the Search tab.Enter the following:

Search In: (QWLUH 3RUWDO &DWDORJ

Object Type: 5ROH

Search For: 6HUYLFH 0DQDJHU

Press 6HDUFK.

Select the ILUVW HQWU\in the results list. In the Quick Info, you will see theidentity for this role. This ends in FUPVF VHUYLFHPDQDJHU

a) Perform a right-click and select 6HDUFK LQ 3RUWDO &DWDORJ. The directorystructure of the portal catalog will open up and you will see the relevantlocation.

Right-click to open this role and choose 2SHQ Æ 2EMHFW.

b) In the details area on the right hand side, you will see that the followingworksets are assigned to the role:

+RPH 6HUYLFH &\FOH ,QVWDOODWLRQV 6HUYLFH 3HUIRUPDQFH $FFRXQWV DQG3URGXFWV $QDO\WLFVand 0DUNHW

Six of the seven worksets are marked as entry points, meaning that theyshow up in first level navigation. It is not necessary to check the propertiesof the worksets. The font (bold) provides you with you the information.

c) The workset 2SSRUWXQLW\ 0DQDJHPHQWcontains three pages -2YHUYLHZ 2SSRUWXQLWLHV 6XPPDU\and $QDO\VLVplus 2SSRUWXQLWLHV

iViews.c) Right-click the &XVWRPHUVpage and choose (GLW.

The page contains two iViews.

e) Select one of these iViews and choose the 3URSHUWLHVpushbutton.

In the 3URSHUW\ (GLWRUon the right-hand side. choose the 3URSHUW\ &DWHJRU\ &RQWHQW ± %([ :HE $SSOLFDWLRQ. Here you will find information on theBW Report ID.

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© SAP AG CR100 12-35

6ROXWLRQVR-


7RSLF &RS\LQJ DQG &KDQJLQJ D UROH

3-1 Copying a portal role and changing it according to your needs. In the steps thatfollow you will copy an existing portal role and then modify it. In addition, you willgenerate a suitable user role in the CRM system corresponding to the portal roleresponsible for portal navigation for example.

3-1-1 Link, user and password are provided by your trainer.

Navigate to &RQWHQW $GPLQLVWUDWLRQ→ 3RUWDO &RQWHQW

Use the %URZVHstructure on the left to navigate to 3RUWDO &RQWHQW→ &507UDLQLQJ

Right-click to create a subfolder *URXS .

3-1-2 Stay within the %URZVHstructure and navigate to:

3RUWDO &RQWHQW→ &RQWHQW 3URYLGHG E\ 6$3→ VSHFLDOLVW→ &50 → 5ROHV

Search for the 6HUYLFH 0DQDJHUrole.

Right-click to select the role and choose &RS\ .

Navigate to the newly-created folder within &50 7UDLQLQJ and right-click to 3DVWH DV GHOWD OLQN.

Answer the dialog with <HV.

Once you have inserted the role into your folder, first change the ID byright-clicking to select the object and choose &KDQJH ,' . Follow theinstructions in the dialog and assign VHUYLFHPDQDJHUas the new objectID.

Now open the object and change the GHVFULSWLRQand QDPHof this role toVHUYLFHPDQDJHU

The complete ID for the new role is:SFG SRUWDOBFRQWHQW FRP VDS WUDLQLQJ &507UDLQLQJ *UXSSH FRP VDSSFW FUP VHUYLFHPDQDJHU

Save your settings.

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© SAP AG CR100 12-36

3-1-3 Right-click on the Analytics workset and choose 'HOHWH. Answer the dialogwith <HV.

3-1-4 Navigate to User Administration → Identity Management

Search for the user &50

Select the entry by choosing the pushbutton at the start of the row.

Choose &KDQJHand go to the $VVLJQHG 5ROHVtab.

Search for your newly-created role using the search string *##service*.

Select your role and choose $GG .

Press the 6DYHbutton in order to save the user.

Press F5 or use the browser refresh icon.

7KH WRS OHYHO QDYLJDWLRQ VKRXOG QRZ LQFOXGH VHYHUDO QHZ HQWU\ SRLQWKDW RULJLQDWH IURP WKH VHUYLFH UHSUHVHQWDWLYH UROH.

Go to $FFRXQWV DQG 3URGXFWV→ $FFRXQW 0DQDJHPHQW→ $FFRXQWVandcall the Account Media Store (3271).

Choose the 2SSRUWXQLWLHVtab

+\SHUOLQNV DUH QRW DYDLODEOH /RJ RII DQG FORVH WKH EURZVHU

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© SAP AG CR100 12-37

2SWLRQDO ([HUFLVHV

3-1-5 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o 6\VWHP $GPLQLVWUDWLRQo

8VHU 0DLQWHQDQFHo 5ROH $GPLQVWUDWLRQo 5ROHV

Role: 6$3B3&&B6(59,&(B0$1$*(5

Choose &RS\ 5ROH.

To role: = B3&&B6(59,&(B0$1$*(5

Choose &RS\ $OO .

3-1-6 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\o 6\VWHP $GPLQLVWUDWLRQo

8VHU 0DLQWHQDQFHo 8VHUV

User: CRM-##

Choose &KDQJH.

Choose the 5ROHVtab.Role: = B3&&B6(59,&(B0$1$*(5

Save the user.

3-1-7 6$3 PHQX o &RQILJXUDWLRQo &XVWRPL]LQJ

Choose 6$3 5HIHUHQFH ,0* .


/D\RXW RI 8VHU ,QWHUIDFH 3HRSOH &HQWULF 8,o 1DYLJDWLRQ 85/*HQHUDWLRQo $VVLJQ 3RUWDO 5ROH WR 6LQJOH 5ROH

Select 1HZ (QWULHV.Role: = B3&&B6(59,&(B0$1$*(5

Portal role:FRP VDS WUDLQLQJ &507UDLQLQJ *UXSSH FRP VDS SFW FUP VHUYLFHPDQDJHU

Save this data.

3-1-8 6$3 ,PSOHPHQWDWLRQ *XLGHo &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQWo Layout of User Interface (People-Centric UI) → Navigation (URLGeneration) → Use Role Copier for Object Links

Individual role (source): 6$3B3&&B6(59,&(B0$1$*(5


Individual role (destination): = B3&&B6(59,&(B0$1$*(5


Destination role priority: 10

Execute the activity in test mode to start with and then GHVHOHFWthe 7HVW0RGH FKHFNER[.

3-1-9 The hyperlinks will now be displayed.

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© SAP AG CR100 Appendix-1

© SAP AG2004

$SSHQGL[ &RXUVH 2XWOLQH


&50 %LOOLQJ

&50 0LGGOHZDUH

3HRSOH &HQWULF &50

$SSHQGL[

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3URGXFW 0DVWHU


$FWLYLW\ 0DQDJHPHQW

3DUWQHU 3URFHVVLQJ

$FWLRQV

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© SAP AG2004

$GGUHVV 'HWHUPLQDWLRQ

Address 3Delivery address

Correspondenceaddress

Send reminder Applicationprogram

%3 $GGUHVVHV $GGUHVV 7\SHV 7UDQVDFWLRQ

$SSOLFDWLRQ &XVWRPL]LQJ &RQWURO

Address 2

Address 1

Deliver goods

Send letter

¢ ¡¤ £¦ ¥ §© £ § £ § §©

¢ ¡¤ £ ¥ §© £¦ §! " $ #& % £& §" §© '

( ¡¤ £ ¥ §© £¦ ) §! 0 #& % £& § §& 1

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 addressis marked as the standard address.

You can assign the addresses to different address types (address usages), which you predefined in theCustomizing.

Several addresses can be assigned to the same address type, but only one is marked as the standardaddress.

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© SAP AG2004

&XVWRPL]LQJ IRU $GGUHVV 'HWHUPLQDWLRQ

6$3 %XVLQHVV 3DUWQHU ² $GGUHVV 'HWHUPLQDWLRQ2 'HILQH 7UDQVDFWLRQV2

'HILQH $GGUHVV 7\SHV

2 $VVLJQ 7UDQVDFWLRQ WR $GGUHVV 7\SH

&50 ² 3DUWQHU 'HWHUPLQDWLRQ 3URFHGXUH2 (QWHU $GGUHVV 7UDQVDFWLRQ IRU 3DUWQHU )XQFWLRQ LQ 3URFHGXUH

SAP Reference IMG: &URVV DSSOLFDWLRQ FRPSRQHQWV→ 6$3 %XVLQHVV 3DUWQHUV→ %XVLQHVV 3DUWQHUV→ %DVLF 6HWWLQJV→

$GGUHVV 'HWHUPLQDWLRQand so on. &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW→ %DVLF )XQFWLRQV→ 3DUWQHU 3URFHVVLQJ→ 'HILQH 3DUWQHU

'HWHUPLQDWLRQ 3URFHGXUH

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© SAP AG2004

(QVXULQJ 'DWD &RUUHFWQHVV DQG &RQVLVWHQF\

&KHFN 'XSOLFDWH

6WDQGDUGL]HG LQWHUIDFH IRU LQWHJUDWLRQ RI UG SDUW\ RU FXVWRPHUVSHFLILF WRROV

3RVWDO YDOLGDWLRQ IRU DGGUHVVHV

&KHFN DJDLQVW 5 5HJLRQDO 6WUXFWXUH

6WDQGDUGL]HG LQWHUIDFH IRU LQWHJUDWLRQ RI UG SDUW\ RU FXVWRPHUVSHFLILF WRROV

&KHFN RQ EDQN GHWDLOV

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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 areactive (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:y The business partner is a reference business partner.y 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.y

The business partner is an active organizational unit.y Relationships to a product exist (for example, customer order number): Partner/product rangesmust first be archived.

y An Internet user exists.

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,QWHJUDWLRQ: Before GDWD FOHDQVLQJcan be carried out, the redundant data must be determined in the system. The following possibilities for duplicate recognition exist:

y External search engine – The Business Address Services (BAS) provide an interface forintegrating any necessary external software such as a search engine.

y Customer-owned programsy 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 businesspartner search.

3UHUHTXLVLWHV 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 %DVLV→

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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:y The business partner is a reference business partner.y 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.y The business partner is an active organizational unit.y Relationships to a product exist (for example, customer order number): Partner/product ranges

must first be archived.y 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 definespecific 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 beused 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 CRMin various areas, for example, for business partner- and product master data.

In the business transaction, the various Content Management functions are available on header- anditem level.

Integration with the ArchiveLink functionality: In Customizing, you can define whichdocumentation for the appropriate business objects is linked to the ArchiveLink functions. To dothis, in Customizing, select the :HE $SSOLFDWLRQ 6HUYHU ! 6$3 :HE $SSOLFDWLRQ 6HUYHU ! %DVLV6HUYLFHV ! $UFKLYH/LQNAdditionally, you can create ArchiveLink documents from ContentManagement.

The exchange of Content Management documents with CRM Mobile is possible. Usage of filterprofiles 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 underhttp://help.sap.com -> SAP NetWeaver -> SAP Web Application Server -> SAP NetWeaverComponents -> 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 $XWKRUL]DWLRQV IRU GRFXPHQWV.

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Functions for Content Management are on the $WWDFKPHQWVtab page.

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%'RF PHVVDJHVserve 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:y The TCP/IP transfer protocol is usually used on the network.y Remote Function Calls (RFCs) or the File Transfer Protocol (ftp) provide data.y 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 VLWHVmust 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 VLWHtype. Sites of the same type use the VDPH DGDSWHUfor exchanging data betweenthe CRM Server and the sites. There is a range of site types available for connecting SAPcomponents.

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 siteusing 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: 6$3

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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 $UFKLWHFWXUH DQG 7HFKQRORJ\→ 0LGGOHZDUH→ 0RQLWRULQJ→ 4XHXHV→ 0RQLWRULQJ 5 54XHXHV

An LQERXQGsBDoc can be processed in two ways:y 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.y If not assigned to an mBDoc, the sBDoc is (always) passed to synchronization BDoc outbound

processing. 2XWERXQGprocessing can be done in two ways:

y Initial load processing updates the CDB only.y 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 other

XML schemata based on mapping rules and send these messages to other applications based onrouting rules.

For CRM – Business Connector communication, IDocs should be used. An IDoc transfer is quickerin comparison to SOAP/XML because, unlike an XML document, the IDoc document contains nometadata information (tags), therefore, the size of document sent down the line is substantiallysmaller 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 will

be established and mapped to other XML schemata such as Rosetta Net, xCBL or the customer‘sown 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 messagingsystem. In contrast to an ALE converter, the message handler will not perform any conversion ormapping 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 EDIsubsystem does not use direct program-to-program communication for transferring IDocs.

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The 0LGGOHZDUH %URNHUprovides 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 MobileClients) because CRM Server Applications users will have direct access to an SAP BW system. Theload of Solution Workbooks to the CRM system and, consequently, to Mobile Clients, is covered inthe course 7$&50 0RELOH 6DOHV 6HUYLFH.

The SAP BW is linked to the CRM Server partly by the Middleware Broker, partly by direct RFCsand BAPIs.

The %: DGDSWHUextracts data from the SAP Business Information Warehouse (SAP BW) for thefollowing BDoc types:y Sales orders, opportunities, leads, activities, contracts, billing documents (mBDoc types)y One single sBDoc: Chemical Market Potentials. Further customer-defined extractions of sBDocs

without using a messaging flow are possible.y Product and campaign master data, which is not handled by the CRM middleware By default, changes to master data by a CRM Server Application always trigger a BDoc flow.

However, the BW adapter does not use this BDoc flow for product data or campaign master data butreceives the data from the application directly to put those data in a DataSource structure into theoutbound queue where it is pulled by the SAP BW system using scheduled requests.

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