practices - crm p2

8/14/2019 Practices - CRM P2

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Exercises

Unit: Marketing Planning and Campaign Management

Topic: Create a marketing project, consisting of a

Marketing plan, Marketing elements and a

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

Create a marketing plan

Create two marketing plan elements

Create a campaign and assign it to a marketing plan element

As the marketing manager at IDES INC you have to set up a marketingplan, which includes a special Promotion.

1-1 The marketing plan, which you have to create, is called C/99XX The two XX being your groupnumber.

1-1-1 Create the marketing plan C/99XX for this year with the description Marketing Plan IDESINC XX.

1-1-2 Then you have to maintain the Marketing Plan Details:

1-1-3 Assign the priority status high to the marketing plan whose responsible person is ChrisNelson (245) on the Basic Data tab.

1-1-4 Enter the Authorization Group Marketing manager.

1-1-5 Enter your planned start and finish dates for the marketing plan: actual month plus 12months.

1-1-6 Describe the goal of your marketing plan on the Texts tab (be creative!).

1-1-7 Check the current status of the marketing plan.Status: ___________________

1-1-7 Save your data.

1-2 Add two marketing plan elements to your marketing plan.

1-2-1 Create the marketing plan elements C/99XX-QT1 with the description Quarter 1- XX, andC/99XX-QT2 with the description Quarter 2-XX.

1-2-2 Both marketing plan elements have to be ofhigh priority andJohn Miller(233) is theresponsible person.

1-2-3 Enter your planned start and finish dates for both marketing plan elements (actual monthplus 3 months for Quarter 1 and Quarter 2.). Save your data.

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1-3 Add one campaign to the marketing plan element C/99XX-QT1.

1-3-1 Create the Campaign C/99XX-QT1-PRO underneath the marketing plan element C/99XX-QT1with the descriptionPromotion Campaign XX.

1.3.2 Maintain the following data on the Basic Data Tab:

Campaign type: Product Promotion

Objectives: Customer Loyalty

Strategy: Special offer

Priority: high

Responsible person:JohnMiller (233)

Authorization Group: Marketing Manager

1.3.3 As time frame take the next two months.

1.3.4 Describe the goal of your Campaign on the Texts tab (be creative!).

1.3.5 For the campaign element selectBP determinedas Communication Medium

1.3.6 Assign the productM328 to the campaign C/99XX-QT1-PRO.

1.3.7 Enter a condition for the product.

Condition type: 1200 (Campaign-Spec. price)

Sales Organization:Sales US

Distribution Channel: 10

Division: 00

Product:M328. Enter an amount of your choice.

Note: Depending on your training system only one user may maintain campaign

conditions at a time.

1.3.8 Create a folderPresentation with the descriptionProduct Presentation andimport anydocument you can find on your local PC. (Please be aware that there might not be anydocuments, in this case ask your instructor)

1.3.9 Save your data.

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Topic: Graphical Planning with MS Project

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

Transfer the Marketing Plan elements from the CRM-System to MS

Project

Edit the Marketing Plan Elements in MS Project

Transfer the changed Marketing Plan Elements from

MS Project back to the CRM-System

You have created a Project in CRM and want to transfer it toMS Project in order to change Marketing Plan Elements and/ or carry outscheduling. Therefore you call up graphical time scheduling and are then

able to work on the transferred marketing structure online. When youleave MS Project the changes are automatically updated in the MarketingPlanner.

2-1 You want to transfer a marketing plan element to MS Project in order to carry out scheduling.

2-1-1 Transfer the marketing plan to MS Project.

2-1-2 Move the beginning of the marketing plan element C/99XX-QT2 to the end date ofC/99XX-QT1.

2-1-3 Additionally, change the percentage of completion of the marketing plan element

C/99XX-QT1. Therefore you have to go to the beginning of the blue time axis until apercentage-sign shows up and drag the black line to the middle of the marketing planelement.

2-1-4 Transfer the changes back to the CRM-System and save. Check the dates and thecompletion rate in percent.

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Topic: Marketing Calendar


Use the marketing calendar to get a scheduling overview of selected

marketing projects in mySAP CRM.

You have created a marketing project. Now you want to get a schedulingoverview.

3-1 You want to use the marketing calendar.

3-1-1 The first time you start the marketing calendar, you specify the fields you need to selectmarketing projects. Choose Campaign type as selection field.

3-1-2 In the marketing calendar selection screen enter the selection criteria Campaign typeProduct Promotion.Display the marketing calendar in table format and in graphicalformat in Microsoft Project.

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Topic: Allocation Planning (Optional Exercise)


Distribute a finite amount of resources (e.g. products) to a given

number of business partners that are to be addressed within thepromotion.

You want to allocate a fixed amount of products among the members of agiven target group.

4-1 You would like to distribute a finite amount of the product M328.

4-1-1 Assign the target group High Tech to the campaign C/9999-QT1-PRO.

4-1-2 Assign the allocation rule Fix10 to the product M328.

4-1-3 Simulate the allocation.

4-1-4 Generate the allocation.

4-1-5 Try to change the generated allocation by pushing the button change allocation data.

Here you can see how the products were distributed amongst the members of the targetgroup.

Hint: If you change the priority from 1 to 2 you will see how the ranking mechanismcreates a second line for Second Best customers in the Allocation Result view.

Solutions


Topic: Create a marketing project, consisting of a

Marketing plan, Marketing elements and aCampaign.

1-1 The marketing plan, which you have to create, is called C/99XX The two XX being your groupnumber.

Marketing MarketingPlanning and Campaign Management Marketing Planner

1-1-1 Click on the button Create (Blank Sheet icon) orMarketing Project in the worklist anddouble click on it. Enter the relevant information.

Enter Marketing Plan Details (work area):

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1-1-2 Basic Data tab > fields Priority and Person respons. Enter the data.(You can enter the Business Partner Number 245 for the responsible person or search forChris Nelson)

1-1-3 Enter the Authorization Group Marketing manager.

1-1-4 Dates > field Planned Start and End. Enter the data of your time frame.

1-1-5 Optional: Texts tab > double click on sheet icon with pencil > enter the goal of yourmarketing plan, e.g.: CRM Strategy: One face to the customer, Improved planning anddecision-making, Efficient delivery of products and services, Global market expansion,Low-cost sales and service through innovative channels.

1-1-6 The current Status of the marketing plan is created by.

1-2 Add two marketing plan elements to your marketing plan.

1-2-1 Mark your Marketing Plan > right mouse click and choose Create Marketing planelement. Enter the name and description for each marketing plan element.

1-2-2 Basic Data tab > fieldsPriority andPerson respons. Enter the relevant data

1-2-3 Dates > fieldsPlanned Start and End. Enter the data of your time frame.Save your data.

1-3 Add one campaign to the marketing plan element C/99XX-QT1.

1-3-1 Mark the respective Marketing Plan Element > right click and choose create campaign.Enter the name and description for the campaign.

1-3-2 Basic Data tab > fields Campaign type, Objective, Strategy, Priority, Person respons. andAuthorization Group. Enter the relevant data.

1-3-3 Dates > field Planned Start and End. Enter the data of the time frame. (next two months).

1-3-4 Optional: Texts tab > double click on sheet icon with pencil > enter the objective, strategy

and description of your marketing plan

1-3-5 Channel tab > field Communication Medium: BP determined.

1-3-6 Mark the respective Campaign > right click and choose assign Product. Enter the productID M328.

1-3-7 Condition tab > Enter the data.

1-3-8 Mark the respective Campaign > right click and choose Create folderwith the namePresentation and the descriptionPresentation Product Promotion.

Mark the respective folder > right click and choose Craete > Import Documentandchoose an appropriate document (be aware that there might be no document on your localPC).

1-3-9 Save your data.

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Topic: Graphical Planning with MS Project

2-1 You want to transfer a marketing plan element to MS Project in order to carry out scheduling.

2-1-1 Mark the Marketing Plan C/99XX > Goto > Graphical time scheduling (or choose theappropriate button on the toolbar)

2-1-2 Go to the relevant marketing plan element and click the right mouse button > Taskinformationand set the start date to the 10th of the month.

2-1-3 Go to the beginning of the blue time axis until a percentage-sign shows up and prolong theblack line until the middle of the marketing plan element.

2-1-4 File > Close and return to R/3. Save.

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Topic: Marketing Calendar

3-1 You want to use the marketing calendar.

MarketingMarketing Planning and Campaign ManagementMarketing Calendar

3-1-1 Edit the selection field campaign type in the field list and add it to the Field Selection.

3-1-2 Select by attribute: Enter the campaign type product promotion and choose the ButtonGraphical marketing calendarand the Button Tabular marketing calendar.

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Topic: Allocation Planning (Optional Exercise)

4-1 You would like to distribute a finite amount of the product M328.

4-1-1 Mark the respective Campaign > right click and choose assign Segment. Enter the targetgroupHigh Techand save your data.

4-1-2 Go back to the Campaign Details. Allocation planning tab > Enter the ruleFix10 to theproduct M328.

4-1-3 Push the Simulate Allocation button and check the results. Push the blue arrowReturn toallocation planning.

4-1-4 Enter the Generate Allocation button and save your data.

Exercises

Unit: Business Partner Segmentation and Targeting

Topic: Attributes, Profile Templates, Target Group,

Web shop, Profiling via the web, new profile

data in CRM


Create attributes

Assign attributes to an attribute set

Maintain data sources for the Segment Builder

Define a profile set in the Segment Builder

Create a web shop using your attribute set and target group

Logon to your web shop

Create a marketing profile for yourself

View profile data in CRM

Run Target Group Selection

As the marketing Manager of IDES INC you want to proceed withselective marketing. You classify your business partners into differenttarget groups on the basis of certain shared marketing-relevantattributes, for example the area of usage of your products, the UserType (expert or Beginner), the preferred contact channel and so on.You can then tailor your marketing activities to the requirements ofthese different groups.

Therefore you first have to create attributes for an attribute set, which

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you can then assign to your web shop (which will be a copy of thePC4YOU Web shop which offers a variety IT products).

Creating a target group is a two-fold process that entails:

Determining the criteria by which business partners are to be

selected

Selecting the business partners that belong to the relevant

target group

In this exercise you simulate a customer who visits your web shopand fills out the attribute set (for example Area of usage: Office andMultimedia; Group of user: Beginner and News: e-mail). The datacan then be viewed in CRM and can be used for further marketingactivities, e.g. an e-mail campaign.

1-1 In order to profile a customer, attributes with various values have to be created (XX being yourgroup number.)

1-1-1 Create the attributes with the name Z_USAGE_AREA_XX (description Area of Usage

XX), Z_USER_GROUP_XX (description User Group XX) and Z_NEWS_XX(description News XX) with the following values:

Z_USAGE_AREA_XX: Office, Multimedia, Internet

Z_USER_GROUP_XX: Beginner, Advanced, Expert

Z_NEWS_XX: e-mail, telephone

Maintain all attributes with data type Character Format,Number of Characters 30 and forthe attributes Z_USAGE_AREA_XX select Multiple Values and forZ_NEWS_XX andZ_USER_GROUP_XX Single Value.For all attributes an entry should be required.

1-2 In the next step you have to assign the attributes to an attribute set.

1-2-1 Create an attribute set with the name and descriptionZ_TACRM1_SET_XXand select theattributes, which you have created before.Note: You will later assign your attribute set to a web shop.

1-3 To see the attribute list in the Segment Builder you have to Maintain Data Sources for theSegment Builder

1-3-1 Create a data source with

Origin Type: Attribute Set

Name: Z_TACRM1_SET_XX

Description: TACRM1_Source_XX

1-3-2 Create an attribute list that is shown in the Segment Builder with

Description: Z_TACRM1_LIST_XX

Category: Product Proposal

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Segment Type: Product Proposal

Hint: Press save before assigning your above created data source.

1-3-3 Create filters for each attribute and select all values for every attribute.Save your data.

1-4 IDES INC has also implemented CRM Internet Sales and you as the marketing manager want to

use this tool in order to put your attribute set into a web shop to get data from the customers.

1-4-1 Create the web shop with the namePC4YOUXXand the descriptionPC4YOU demo shopXXby copying thePC4YOU_ENwith the descriptionPC4YOU - B2C demo shop Englishversion.

1-4-2 Assign your attribute set (attribute group)Z_TACRM1_SET_XXto your web shop.

Save your data.

1-5 Now you want to test if your created web shop works.

1-5-1 Start the Internet Explorer and use the link

http://iwdf.wdf.sap-ag.de:1081/b2c_fancy/b2c/init.do

and log on.

Note for example the link:

http://igdtz-800.wdf.sap-ag.de:1080/scripts/wgate/isab2c/!

1-5-2 All Web Shops for the B2C Internet Sales scenarios are displayed. Choose your Web ShopPC4YOUXX with the description PC4YOU demo shop XX.

Logon to the Web Shop with the

e-mail address: [email protected]

password: jonesXX

1-5-3 Maintain your profile with the following values:

Area of Usage XX: Internet, Multimedia

User Group XX: Advanced

News XX: e-mail

Save your customer profile.

Note:Your attribute set Z_TACRM1_SET_XX with its characteristics (the description of them

Area of Usage XX, User Group XX and News XX are displayed on this web page asyou have created them.

1-6 Now you want to define your specific target group Z_TG_PRO_XX inthe Segment Builder.

1-6-1 Maintain the settings of the Segment Builder, so that the counting of BPs runsautomatically and that you always see the last processed attribute list when accessing theSegment Builder.

1-6-2 Search and Find an existing profile group or target group (e.g. PC4_10) and display thecontained Business Partners.

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How many BPs are in this Target group? _____

1-6-3 Create a new profile setZ_PS_XXfor Product Proposals.Go to your new profile set on the left side of the screen under profile sets, and right mouseclick. Select attributes of profile set and maintain the description.

1-6-4 Click on Attributes and choose your attribute listZ_TACRM1_LIST_XX. Open the entiretree and select the following attributes by drag & drop into the upper right screen.

Select:Area of Usage XX: Office

News XX: E-mail

User Group XX: Advanced

Note: When adding attributes to the staging area choose keep as the combination

criteria (this choice comes up when you hover above the profile in the staging area)

1-6-5 Define the descriptionZ_PROFILE_XXof the profile using the right mouse click andchoosing profile properties.

1-6-6 Create the target group by either clicking on the create target group button or using theright mouse click.Save your data and maintain a descriptionZ_TG_PRO_XXfor your target group (right-mouse click on the Profile).

1-6-7 Add an additional Business Partner (Jane BakerXX) by hand and save your data.

Solutions

Unit: Business Partner Segmentation and Targeting

Topic: Topic: Attributes, Profile Templates, TargetGroup, Web shop, Profiling via the web, new

profile data in CRM

1-1 In order to profile a customer, attributes with various values have to be created (XX being yourgroup number.)

1-1-1 To create attributes choose the path MarketingSegmentation of Business Partners

Marketing Attributes Maintain Attributes

Push the Create Attribute-Button and enter the name of the attribute. Then maintain thedescription.As Data type take the Character formatand as Number of chars take always 30 asmaximum number of characters.

As more than one value should be selected for the attribute Z_USAGE_AREA_XXcheckMultiple value in the Valuation area. For the attributeZ_NEWS_XX andZ_USER_GROUP_XXcheckSingle value. Additionally check the boxEntry requiredsothat every Business Partner should provide this information.

Under the Values tab type into the column Characteristic value a numbering sequence orthe same text like in theDescription column.

Save your data.

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1-2 In the next step you have to assign the attributes to an attribute set.

1-2-1 In order to create an attribute set choose the pathMarketing Segmentation ofBusiness Partners Marketing Attributes Maintain Attribute Sets

Push the Create-Button and enter the name of the attribute set Z_TACRM1_SET_XX.Then maintain the description and select the attributes, which you have created before(Z_USAGE_AREA_XX,Z_NEWS_XX and Z_USER_GROUP_XX) .Save your data.

1.3 Choose: MarketingSegmentation of Business Partners Marketing SegmentsMaintain

Data Sources for the Segment Builder

1-3-1 Push the Create Data Source-Button.Select as

Origin Type: Attribute Set

Name: Z_TACRM1_SET_XX

Press ENTER and save your data.

1-3-2 Push the Create Attribute List-Button and select as

Description: Z_TACRM1_LIST_XX

Category: Product Proposals

Segment Type:Product Proposals

Press ENTER.

Assign your above created data source:Press theAssign Data Source-Button, select your data source Z_TACRM1_SET_XX andContinue.

To set filters, mark an attribute and push theFilter-Button. Select all attribute values andpress Enter. Repeat this for each attribute.

Set the flag for all attributes, so that they are shown in the Segment Builder.

Save your data.

1-3-3 In order to set filters, you have to mark an attribute and push theFilter-Button. Select allattribute values and press Enter. Repeat this for each attribute.

Set the flag for all attributes, so that they are shown in the Segment Builder.

Save your data.

1-4 IDES INC has also implemented CRM Internet Sales and you as the marketing manager want touse this tool in order to put your profile templates into a web shop to get data from the customers.

1-4-1 Choose the pathInternet Sales Maintain Web Shop

Click on theButton with the pencil and glassesmark the shop PC4YOU_EN with thedescription PC4YOU - B2C demo shop English versionclick on the Copy as-Buttonchange the Web Shop toPC4YOUXXwith the descriptionPC4YOU demo shop XX

1-4-2 Go to theProduct recommendations area and maintain the fieldAttribute group(Z_TACRM1_SET_XX).

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Enter and save your data.

1-5 Now you want to test if your created web shop works.

1-5-1 Start the Internet Explorer and use the linkhttp://ig.wdf.sap-ag.de:1080/scripts/wgate/isab2c/! and click on theLogon-Button.

1-5-2 Select your Web Shop PC4YOU_XX.

Logon to the Web Shop with the

E-mail address: [email protected] and

Password: jonesXX

1-5-3 Click on Mein Konto and select My Profile:

Area of Usage XX: Internet, Multimedia

User Group XX: Beginner

News XX: e-mail

Maintain the appropriate data and click on theSave customer profile-Button.

1-6 Go to Marketing Business Partner SegmentationMarketing Segments Segment Builder.

1-6-1 Select from the Menu Path:Extras Settings, mark the Count Hits automatically button

and maintain under attribute list area the last opened attribute list.

1-6-2 Click theFind-button in the left area and execute theAdvanced search to look for thetarget groupPC4_10. Select a target group by double click and go to the staging area.Right click on the target group and choose Open Target Group. You should see theBusiness Partners that belong to the target group in the detail area now.

1-6-3 Create a new profile set for product proposals by pressing the Create new profile set-button and selecting product proposals. Right mouse click on the profile set description inthe components area and choose profile set properties. Change the description toZ_PS_XX.

1-6-4 Select inAttributes in the components area and search for your attribute list(Z_TACRM1_LIST_XX). Drag & drop the attributes (Office, E-mail, Advanced) to thestaging area and keep them in one profile set.

1-6-5 Right mouse click on the profile and select profile properties. MaintainZ_PROFILE_XXas description.Dont forget to save your data.

1-6-6 Create the target group by either clicking on the create target group button or using theright mouse click and save your data. Maintain the description Z_TG_PRO_XXin theproperties.

1-6-7 Display the business partners that belong to the target group as described in 1-6-2 and addJane BakerXX(Number) with the green plus in the detail area.Save your data.

Exercises

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Unit: Product Proposal

Topic: Product Association Rule


Create a product Association Rule (Cross-Selling Rule, Up-and Down-Selling Rule)

In CRM Marketing, cross-selling is a generic term for a functionby which, for a given product or combination of products,additional, more expensive or in some cases cheaper products areproposed.Cross-selling functionality is used in both internet sales (WebShop) and telesales where it is designed to increase turnover bygenerating additional sales.

As a Marketing Manager you should now create the following Product Association Rules for your targetgroupZ_TG_PRO_XX.

1-1 Cross Selling Rule

1-1-1 Create a Cross Selling Rule with descriptionZ_Cross_Sell_XXfor your above mentionedtarget group. For the leading productHT-1001 (Notebook Basic 17), you specify that theadditional (dependent) productHT-1051 (Deskjet Mobile) is to be suggested for purchaseto your Target Group.

Check, activate and save your newly created rule. (If you save before activation, the ruleis saved as inactive.)

1-2 Up-Selling Rule

Create an Up-Selling RuleZ_Up_Sell_XXfor your target group. For the productHT-1001(Notebook Basic 17), you can specify that the more expensive productHT-1010 (NotebookProfessional 15.) or the even more expensive productHT-1000 (Notebook Basic 15)is to beproposed in its place. The most expensive product should be offered first. -> The number youenter in theRankingColumn reflects the value of the product. Which of the products is to be

suggested first depends on your entry in theRankingColumn.Check, activate and save your newly created rule. (If you save before activation, the rule is savedas inactive.)

1-3 Method Schema

1-3-1 Have a look in the Method Schema in Customizing:

IMG-Path: Customer Relationship Management Marketing Product Proposal

Create Method Schema

Which Product Proposals are supported by Method Schema 000006 work?

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___________________

___________________

___________________

___________________

Note: You will check the effect of your Product Association Rules after the next exercise.

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Unit: Product Proposals

Topic: Permanent Top-N List


Create a permanent Top-N List

Assign a permanent Top-N List to a Target group

Unlike a list generated from the BW, products contained in apermanent Top-N List do not fluctuate because they are not basedon sales figures that change over time.These products can be permanently proposed whether or not abusiness partner is assigned to a particular target group or whether

sales figures exist for the products in question.Maintaining a permanent Top-N List enables you to promoteproducts that may not necessarily be best sellers: they may forexample be new to the market or you may want to discount themfor stock clearance purposes.

1-1 First you have to create a permanent Top-N List.

1-1-1 Create the permanent Top-N-ListZ_Top_N_List_XX(same description)which containsthe following products:

Hint: use the same ID & Description for the item.

Product ID Product description

HT-1000 Notebook Basic 15

HT-1021 Easy Hand V

HT-1032 Beam Screen

Choose Sorting Sequence Products in alphabetical order

1-1-2 Also, assign your target group (Z_TG_PRO_XX). The Top N List should be valid fromtodays date to the end of next month.

1-1-3 Assign the web shopPC4YOUXXto your Top N-List.

1-2 (Optional)

Check the effect of your Product Association Rules in your Web ShopPC4YOUXX. Enter yourshop, log on and buy e.g. one Notebook Basic 15 (HT-1000).

Solutions

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Topic: Product Association Rule

1-1 Choose Marketing -> Product Proposals -> Cross-Selling -> Maintain Product Association Rules

1-1-1 Push the Create-Cross-Selling-Rule-Button, select your target group Z_TG_PRO_XXand enter as description for your Cross-Selling-Rule Cross_Sell_XX. Then enter theappropriate data for the leading and dependent product.Push the Check- Button.Push the Activate Button.

Save your data.

1-2 Choose Marketing -> Product Proposals -> Cross-Selling -> Maintain Product Association Rules

1-2-1 Push the Create Up-Selling/Down-Selling Rule Button, select your Target Group

Z_TG_PRO_XX and Cross_Sell_XXas description.UnderDependent products enter the products for which the association rule is to applyand define the ranking in which sequence the products are suggested.

Product Product description Ranking

HT-1001 Notebook Basic 17 1

HT-1010 Notebook Professional 15. 3

HT-1000 Notebook Basic 15 2

1-2-2 Push the Check- Button.Push the Activate Button.

Saveyour data.

Tip: If you want to search for your newly created rules, you first have to leave thetransaction.

1-3 Choose IMG-Path: Customer Relationship ManagementMarketing Product Proposal

Create Method SchemaSelect the Method Schema 000006 and double click on structures. Now you see the determinationof the Method Schema.

Cross-Selling

Up-Selling Accessories

Doubles Delete

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Topic: Permanent Top-N List

1-1 You want to create a permanent Top-N-List.

In order to create a permanent Top-N-List you have to choose the path Marketing Product

ProposalsTop n ProductsMaintain Top n Products

Click on the Create-Button and enter into the fields ID/Description the ID of your permanent TopN-List Z_TOP_N_LIST_XX and a description Z_Top N List XX. The status has to be set onactive and you can select the sorting sequence for business partners and products in alphabeticalorder.

Maintain also the ID and description on Item Level. Enter your target group Z_TG_PRO_XX onthe Business Partner Tab as Marketing Segment. Then go to the Product Tab and enter the threeproducts HT-1000, HT-1021 and HT-1032. To insert new rows use the add row-button with thegreen plus.

Maintain the time period for which the Top N List should be valid from todays date to the end ofnext month.

In order to see your permanent Top-N List in your web shop PC4YOUXX you can assign yourweb shop to the Top-N List on item level. Save your data.

Optional

Start the Internet Explorer and use the link http://ig.wdf.sap-ag.de:1080/scripts/wgate/isab2c/! and click on the Logon-Button.

Browse in the catalog (Computers Notebooks Add HT-1000 to the shopping basket Order)

Exercises

Unit: Personalized Forms

Topic: Create a new e-mail form


Create a personalized e-mail form for use in an e-mail

campaign

You have set up the marketing plan and the related campaigns.Now you want to set up a marketing e-mail for the e-mailcampaign.

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1-1 Using the personalized e-mail functionality, create a new marketing mail.

1-1-1 UsingZ_TACRM1_MAIL_ENas the source mail create a new target mail calledZ_TACRM1_MAIL_XX(XX being your group number).

1-2 Create a new personalized subject line

1-2-1 Create a subject line with right mouse click on first page.

1-2-2 Enter a Subject line ID and description (e.g. Subject_Line)

1-2-3 Maintain the subject line, so that the first and last name of the business partner are shown.(Use the BP attributes!)

1-3 Create a new personalized text block

1-3-1 Copy the existing to_men text block

1-3-2 Alter the copied text block so that the new block will be received by women (UseConditions). Make sure that you alter the Salutation to i.e. Dear Mrs..

1-3-3 In the text block unspecified use the first name from the business partner

1-4 Personalization

1-4-1 Update the URL link in the standard text block so you can track whether or not therecipient accessed the website.

1-5 Preview Mail Form

1-5-1 After you have made all your modifications use the Preview Functionality to verify yourMail Form.

1-5-2 Save your Mail Form.

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Solutions

Unit: Personalized Forms

Topic: Create a new e-mail form

1-1 To create a marketing e-mail go to Marketing Personalized MailMaintain Mail Form

1-1-1 Search in the locator for mail formZ_TACRM1_MAIL_EN. Mark this mail and click onthe copy button. In the create mail form enter your mail form name(Z_TACRM1_MAIL_XX).

1-2 Maintain a subject line with the business partners first and last names.

1-2-1 In the e-mail form, right mouse click on first page and choose Create Subject Line

1-2-2 In the fields Text and Description change the name to Subject_line.

1-2-3 In the text block insert Promotion for.Now expand the folder Business Partners in thewindow on the bottom left. Scroll down to and mark the field First name holding downthe mouse button, drag this field name into the text block and repeat this with the fieldLast name.

1-3 In the locator on the form tab, right mouse click on the text block to_men and choose copy

1-3-1 Right mouse click again and choose paste. You should see a new text block that is called%TEXT1.

1-3-2 In the fields Text and Description change the name to to_women and enter a

description. Change the salutation to Mrs.. Click on the tab Conditions and change thecondition male to female. Dont forget to save your work.

1-3-3 Double click on the text block unspecified you should see in the tab general attributeson the right hand side the word dear in the text box. Expand the folder BusinessPartners in the window on the bottom left. Scroll down to and mark the field Firstname holding down the mouse button, drag this field name into the text block behind theword dear. Check the conditions tab to make sure that this text block will be shown onlyto those BPs with unspecified genders.

1-4 Double click on the text block MAINTEXT

1-4-1 At the end of the URL (the blue underlined text in the text block) add the two characters++. Make sure that is directly on the end and that there are no spaces. Once again saveyour work!

1-5 Preview Mail Form

1-5-1 Press the button Mail Preview (F7) in order to preview the Mail Form. Make sure thatall your changes have been adopted.

Save

Exercises

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Unit: Campaign & Promotion Execution

Topic: Executing Campaigns and Promotion via the

Interaction channels


Complete a Campaign/Promotion in order to execute it via one

of the Interaction channels.

Execute a campaign using the Customers preferred

communication channel

You have set up the marketing project including campaigns andpromotions, created a target group and the personalized forms to be send via email. Now you would like to execute thecampaign/promotion using the customers preferred

communication channel.

1-1 In the marketing Planner make sure that you have made all necessary assignments to execute yourcampaigntio/promon.

1-1-1 Assign yourTarget GroupZ_TG_PRO_XX and yourpersonalized formZ_TACRM1_Mail_XX to the campaign/promotion. Also, make sure that thecommunication channel BP Determined is selected as communication medium.

1-1-2 Assign Chris Nelson as the Sender of the E-Mail.

1-1-3 Assign the script Call Center EN

1-2 Release and execute your campaign/promotion.

1-2-1 Release your campaign C/99XX-QT1-PRONote: You also need to release the above Mkt. Plan.

1-2-2 Execute your campaign C/99XX-QT1-PRO for your Target GroupZ_TG_PRO_XX

1-2-3 Schedule the job to be immediately executed and with high priority

1-3 Verify the results of the execution via the Email channel first.

1-3-1 Optional: In the CRM System you can check if your mails have been successfully sent out

via the transaction /nsost.

1-3-2 Verify that the execution via the Email channel worked correctly by logging on towww.hotmail.com (User: TACRM1, Password: mysapcrm)

1-3-3 Call up the Email with you personal subject line ...Tom JonesXX... and verify that theemail reflects your personalization settings made earlier in the Personalized Formsexercise.

1-3-4 Execute the hyperlink to the Internet Sales Site and make sure that you are greeted with apersonal welcome message (e.g. Welcome Mr. Jones)

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1-3-5 Verify that the Access to Internet Sales has been recorded in the CRM system. Go to theDisplay Mailing list transaction on the CRM Server in order to view how many times therecipient has accessed the Internet Sales Site (make sure to Display detail list).

1-4 Verify the results of the execution via the Interaction Center channel.

1-4-1 Verify that the execution via the Interaction Center worked correctly by identifying andassigning the generated call list to an agent in the Interaction center. Assign your call list

(identifiable by campaign description) to Contact Center Agent (Denver).1-4-2 Log on to the Interaction Center and go to the Campaign tab. Double-click on the Call list

and verify that your Business Partner who preferred to be contacted by phone is part of thecall list.

1-4-3 Double-click on a call list item and simulate the execution of the call. Follow thedefaulting script in choosing to create a Sales Order immediately.

1-4-4 Make sure that the campaign specific condition has come through.

1-4-5 Save the order and mark the call list item completed.

1-5 Display the customizing settings for BP preferred communication channel determination.1-5-1 Go to Define Communication channel in the IMG

1-5-2 Which two communication channels does the system try if it cannot determine thecustomers preferred communication channel?

1-5-3 Which transaction types are used for the execution of BP determined communicationchannels?

Solutions

Unit: Campaign & Promotion ExecutionTopic: Executing Campaigns and Promotion via the

Interaction channels

1-1 MarketingMarketing Planning and Campaign ManagementMarketing Planner

Open your marketing plan (C/99XX).

1-1-1 Right-mouse click the campaign C/99XX-QT1_PROAssign Segment. Use F4-help tosearch for your target groupZ_TG_PRO_XX. Assign your e-mail formZ_TACRM1_MAIL_XXon the channels taband check if the Communication medium is

BP determined.1-1-2 Assign Chris Nelson as the sender of the E-mail in the E-mail address field.

1-1-3 Assign the script Callcenter ENto the Script field on the channels tab.Save your data.

1-2 Release and execute your marketing plan and campaign.

1-2-1 Release your marketing plan C/99XXand campaign C/99XX-QT1-PRO: Click on EditRelease

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1-2-2 Execute your campaign C/99XX-QT1-PRO: Highlight your assigned target group

Z_TG_PRO_XXand clickExtras Target Group to Channel.

1-2-3 Schedule the job to be immediately executed and with high priority.

1-3 Verify the results of the execution via the Email channel first.

1-3-1 Optional: In the CRM System you can check if your mails have been successfully sent outvia the transaction /nsost.

1-3-2 Verify that the execution via the Email channel worked correctly by logging on towww.hotmail.com (User: TACRM1, Password: mysapcrm)

1-3-3 Call up the Email with you personal subject line Tom JonesXXand verify that theemail reflects your personalization settings made earlier in the Personalized Formsexercise.

1-3-4 Execute the hyperlink to the Internet Sales Site and make sure that you are greeted with apersonal welcome message (e.g. Welcome Mr. Jones)

1-3-5 Verify that the Access to Internet Sales has been recorded in the CRM system. Go to theDisplay Mailing list transaction on the CRM Server in order to view how many times the

recipient has accessed the Internet Sales Site (make sure to Display detail list). ChooseMarketing Personalized MailsDisplay Mailing ListsFlag Display Detail List and execute the report.

1-4 Verify the results of the execution via the Interaction Center channel.

1-4-1 Choose Customer Interaction Center Administration Call Lists Assign CallList

Assign your call list (identifiable by campaign description) to Position XYZ.

1-4-2 Log on to the Interaction Center and go to the Campaign tab. Double-click on the Call listand verify that your Business Partner who preferred to be contacted by phone is part of thecall list.

1-4-3 Double-click on a call list item and simulate the execution of the call. Follow thedefaulting script in choosing to create a Sales Order immediately.

1-4-4 Make sure that the campaign specific condition has come through.

1-4-5 Save the order and mark the call list item completed.

2-4 Check the results

2-4-1 Enter the transaction/nsost mark all Send operations press the Execute Button.Then you will see the status of your mails.

2-4-2 Open a web browser and go to www.hotmail.com, log in as TACRM1 and passwordmysapcrm.

2-4-3 In the inbox, look for your e-mail. Open the e-mail and click on the link: note that thepersonalized text blocks appear according to the gender of the recipient, etc.

2-5 Monitor the results

2-5-1 Choose the pathMarketing Personalized E-mail Display Mailing List. Enter yourcampaign C/99XX-EXE-CA1. Click on the check boxDisplay detail listand then click on

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the icon.Find your e-mail campaign as represented by a folder with the name of your campaignC/99XX-EXE-CA1. Open this folder and you will see the list of business partners fromyour campaign. In the columnNo. access. the number should be equal to that of thenumber of times you accessed the web page from your URL for that specific BusinessPartner.

2-5-2 Open the e-mail again and click on the link again.

Re-do step 2-5-1. The number of accesses for that business partner should have increasedby one.

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Unit: Campaign Execution

Topic: Create Call List and assign Contact Center

Agent(s)

3-1 You as a Marketing Manager want to create a Call List for your Call Campaign C/99XX-EXE-CE1 via the Marketing Planner.

3-1-1 Mark your Campaign Element C/99XX-EXE-CE1 and check the tabs Basic Data,Channels and Dates.

For the assignment of the target group TACRM1Call to your Call Campaign C/99XX-

EXE-CE1 mark your Call Campaign click on the right mouse and choose assign target

group. Then, click on the scroll down button Enter TACRM1Call as target group

Enter save the changes.

3-1-2 Mark the campaign on the left side click on the target group overview-icon

highlight the target groupTACRM1Call on the right site Extras Target group tochannel.

3-1-3 Go to the frame General job details and choose A-high priority for job class. Additionallychoose immediate for start date.Push the save-button schedule job.

3-2 Now you want to select the call list and assign a contact center agent to it.

3-2-1 Take the path Contact CenterAdministration Call Lists Call List Distribution

Choose your campaign from the list by typing in the name of your campaign Campaign

IDES INC XX as search term.Double click on it.

3-2-2 Click on the button Create Assignmentand choose the organizational UnitXX Telesales.Push the buttonEnterand go back.

3-2-3 Take the path Contact Center Customer Interaction Center maintain yourtelephone settings save check the boxDo not display this query again Enterclick on the tab Campaign and finally double click on your call list.

Now you will see your target group, which has been assigned, to your call list with greenlights. That means the business partners hasnt been called yet.

Exercises

Unit: CRM Marketing & Campaign Management

Topic: Lead Management

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Generate Leads

Create a new survey and assign it to the transaction type

LEAD

Qualify Leads by using the survey

Transfer your leads to the sales team by via workflow As a part of the Lead Management process you first need to

generate Lead information about your business partners or prospects. Usually we distinguish between inbound andoutbound scenarios. In this example case we emanate from aninbound scenario and generate leads without campaignreference only by using a target group.

Based on a new survey you can assign it to the relevant

transaction type for Lead Qualification. As a result you arenow able to qualify Leads by using this evaluation form.

After Lead generation, Leads may be qualified in different

levels (e.g. hot, warm, cold) and transferred from marketingto sales as new opportunities for further follow-up.

1-1 You as a Lead Manager want to generate new leads without a campaign reference just by using arelevant target group. Use the menu path below Marketing > Leads > Create transactionswithout campaign reference.

1-1-1 Generate business transaction for lead generation with the following information:

Description: Lead_Generation_IDESXX

Business transaction category: Generate Lead

Target group: Z_TG_PRO_XX

Transaction type: LEAD

Employee responsible: CRM-XX

After entering the relevant data execute the transaction and schedule the batch Job.

1-1-2 To ensure that youve generated your leads properly, display them by using the leadlocator. Use the menu path below Marketing > Leads > Maintain Leads.

Enter the following search criteria:

Find: Lead

By: General

Select Employee responsible: CRM-XX

Start the search.

2-1 In order to exercise the creation of a survey for lead qualification create a new surveyLEAD_SURVEY_IDES_XX in Customising and define qualification levels. We will howevernot use this survey, due to time constraints. We will check the survey assignment to thestandard transaction typeLEAD and use the standard survey to do lead qualification.

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2-1-1 First you need to create a new survey LEAD_SURVEY_IDES_XX in Customizingcontaining the following questions:

Which products are you interested in? Rating factor: 1 Notebooks Rating factor: 1PCs Rating factor: 1Handhelds Rating factor: 1

How many employees do you have in your company? Rating factor: 1

< 50 employees Rating factor: 150 100 employees Rating factor: 1101 250 employees Rating factor: 1

251 500 employees Rating factor: 1> 500 employees Rating factor: 1

How many units do you plan to buy? Rating factor: 2< 10 units Rating factor: 110 25 units Rating factor: 226 - 50 units Rating factor: 351 100 units Rating factor: 4

> 100 units Rating factor: 5In which timeframe are you planning to buy these products? RF: 2< 3 month Rating factor: 43 6 month Rating factor: 36 9 month Rating factor: 2this year Rating factor: 1

Finally name the push buttons.

2-1-2 Set up scoring range for the qualification level: cold, warm, and hot for the questionnaireLEAD_SURVEY_IDES_XX created above and assign minimum percentage to eachqualification level.

Cold: 20 minimum percentageWarm: 40 minimum percentageHot: 60 minimum percentage

Note: For the remainder of the exercise we will use the standard Survey. If, however youwould like to use your own survey please copy a new transaction type LEADXX from thestandard and maintain the copy controls (as learned in week 1).

2-1-3 Check the assignment of the standard survey to the lead transaction typeLEAD.

Questionnaire:____________________.

3-1 Qualify leads by using the survey. Use the menu path Marketing > Leads > Maintain Leads.

3-1-1 Create a new lead by using the business transactionLEAD

Enter the following data:Overview data tab:Description: Leads_IDES _XXSales Prospect: choose any existing business partner (e.g. 471)Employee responsible: CRM-XX(should default from Partner determ.)Date: choose a start and end date of your choice. Group: Internet Lead

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Origin: InternetPriority: high

Organisational data tab: Choose Group D1 ( US Group Denver D1 ) asrelevant organisation.

Text Tab: enter any text (be creative!)Product tab: enterM328 as relevant product

Quantity: 1

Sales Unit: pcItem Category:LEAD

Evaluation Tab: choose the following answers:Which Products are you interested in?Notebooks, PCs, Handheld

How many employees do you have in your company?101-250 employees

How many units do you plan to buy?>100 Units

In which timeframe are you planning to buy these products?

< 3 month

Save your entries in the evaluation tab.

Check the qualification level in the overview tab.

Qualification Level:_____________.

3-1-2 Check whether your qualified lead was automatically transferred to your workflow inboxand choose Create and Display Opportunity to transform your lead into an opportunity.Finally check the Opportunity entries.

Solutions

Unit: CRM Marketing & Campaign Management

Topic: Lead Management

1-1 You as a Lead Manager want to generate new leads without a campaign reference by using arelevant target group. Use the menu path below Marketing > Leads > Create transactionswithout campaign reference or use transaction CRMD_MKT_PROC.

1-1-1 First enter the description of the business transactionLead_Generation_IDES_XX(XX

being your group number) and enter the business transaction category Generate Lead. Enter.

Now you have to select the right business partners or prospects consolidated in

the target groupZ_TG_PRO_XX. You can search for the target group with

F4-Help.

Choose transaction typeLEAD and enter the responsible employee CRM-XX.

You can also search for the responsible employee via F4-Help. EnterFinally click on the -Button to start the transaction.

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Now you start the job wizard. As Job class select high priority and as start

date Immediate, then push the -Button.

To make sure that your batch job was scheduled successfully you then look

after the corresponding message in the message field.

1-1-2 After youve generated leads properly, your can display them by using the lead locator.Use the menu path Marketing > Leads > Maintain Leads.

After you started the transaction to maintain leads you see the lead locator on

the left side. Enter the relevant data as search criteria in the fields below and

start the search by pushing on the -Button.

Afterwards you can see the leads you generated in the step before.

2-1 In order to exercise the creation of a survey for lead qualification create a new surveyLEAD_SURVEY_IDES_XX in Customising and define qualification levels. We will howevernot use this survey, due to time constraints. We will check the survey assignment to thestandard transaction typeLEAD and use the standard survey to do lead qualification.

2-1-1 First you need to create a new survey LEAD_SURVEY_IDES_XX in Customizingcontaining the relevant data.

SAP Reference IMG SAP Implementation Guide Customer

Relationship Management Transactions Settings for Leads

Questionnaires for Leads Define Questionnaires.

Click on the -Button to create a new survey. In the pop-up that

appears afterwards, name the questionnaire LEAD_SURVEY_IDES_XX.Enter.

Confirm the following pop-up with Enter.

In the editor-screen, double-click on the -Button to enter Lead Questionnaire GroupXX as title for the survey. Confirm with Enter.

Double-click the next title on the Editor screen to maintain texts and attributes. Definea text for your survey ( be cretive). Confirm with Enter.

Afterwards open the structure tree to create your predefined questions. Attributes forquestion:

Question Text: Which products are you interested in?

Rating Factor: 1

To create your answers double-click on and select Checkbox Group as answercategory in the Attributes for Answer-Tab. Confirm with Enter.

In the structure tree below you can maintain your answer texts and ratings. Double-clickon and define your first answer Notebooks as text and 1 as rating factor

To add more than one answer, click on the Button with a right mouse click,choose Insert Answer Options and create a new answer.

To add more than one question click on the Button with a right mouse click and createyour question.

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For the second question chooseListbox with single selection as answer category in the

Attributes for Answer-Tab for the -Button.

For the third question chooseListbox with single selection as answer category in the


For the fourth question chooseListbox with single selection as answer category in the


Finally name the push buttons.

Save your data.

In the preview screen on the right side, you can observe all your entries.

2-1-2 Set up scoring range for the qualification level: cold, warm, and hot for the questionnaireLEAD_SURVEY_IDES_XXcreated above.

SAP Reference IMG SAP Implementation Guide Customer Relationship

Management Transactions Settings for Leads Questionnaires for LeadsAssign qualification levels to the questionnaires.

Mark the Lead Questionnaire LEAD_SURVEY_IDES_XX created before.

Click on and define Qualification Level cold, warm and hot via the

-Button.

Finally assign minimum percentage to each qualification level:

Cold: 20

Warm: 40

Hot: 60

Save your data.

2-1-3 Check the assignment of the standard survey to the lead transaction typeLEAD.

SAP Reference IMG SAP Implementation Guide Customer Relationship

Management Transactions Settings for Leads Questionnaires for LeadsAssign a questionnaire to a transaction type.

Mark the Lead Transaction type LEAD.

Click on and mark the transaction

category Lead. Afterwards click on .

In the General-Tab you can see the Questionnaire:

LEAD QUESTIONNAIRE SL.

2-2 Qualify leads by using the survey. Use the menu path Marketing > Leads > Maintain Leads.

2-2-1 Create a new lead by using the business transactionLEAD.

Click on the -Create_Transaction-Button to choose the relevant transaction type.

Enter all required data in the fields.

Finally save all data.

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Qualification level: hot

2-2-2 Check whether your qualified lead was automatically transferred to your workflow inboxand choose Create and Display Opportunity to transform your lead into an opportunity.Finally check the Opportunity entries.

Go to the SAP Menu and open your SAP Business Workplace. Or click directly to the -Button.

Open your inbox and check your workflow entries.Double-click on the relevant workitem that contains your lead information.

Choose to transform your lead into an opportunity.

After executing this workitem, click on to refresh your workflow entries.

Check that the new entry in your inbox contains the information that your opportunity wassuccessfully created.

Double-click on to enter the opportunity maintenance and check whether your leadinformation correspond to the opportunity entries.

Exercises Data

Descriptions of the symbols in the exercises and solutions

Exercises

Solutions

Objectives

Business scenario

Tips & Tricks

Warnings or notes

Data in the exercises

Data Description Data ID in the IDES System

Descriptions: Materials:

Desktop PC for IPC3.0 TSPC_PC_##

Desktop Case - Standard TSPC_DT_ST_##

Desktop Case - SlimLine TSPC_DT_SLIM_##

Desktop Case - Designer TSPC_DT_DESIGN_##

Standard keyboard

Spanish

SPC_KEYBOARD_SP

Standard KeyboardFrench

SPC_KEYBOARD_FR

Standard Keyboard

English

SPC_KEYBOARD_EN

Standard Keyboard SPC_KEYBOARD_DE

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German

Monitor 17 inch TSPC_MONITOR_17_##

Monitor 21 Inch TSPC_MONITOR_21_##

Monitor 17 inch LCD TSPC_MONITOR_7L_##

Data Data in IDES System

Class Node (200)

Desktop PC KeyboardClass Node

SPC_KEYBOARD_NODE

Characteristics

Keyboard for Desktop PC SPC_KEYBOARD

Variant Class (300)

Desktop PC class TSPC_PC_##

Characteristics

Country / Desktop PC TSPC_COUNTRY_##Case type for Desktop PC TSPC_DESKTOP_##

Case Color TSPC_COLOR_##

Monitor TSPC_MONITOR_##

Keyboard for Desktop PC TSPC_KEYBOARD_##

Services TSPC_SERVICES_##

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Exercises

Unit 2: Business Application Scenarios using IPC

Topic: Self-Service User

At the conclusion of these exercises you will be:

Familiar with product configuration using IPC in an internet b2c

scenario.

As a Self-Service User go into the Web Shop created specifically for this class, the shop is ZSHOP_TSPC.Select product TSPC_PC_## from the catalog and configure it. If the ZSHOP_TSPC is not available thenuse the 4Living site or any other assigned by your instructor. In either of these scenarios the IPC will beinvoked. Upon completion of the configuration, add it to your shopping basket, submit it, select payment byinvoice, and record the sales order generated by the system. These steps are outlined below.

2-1 Start the web browser Internet Explorer and go to the specified URL, which will be given bythe instructor.

2-2 Select the Web Shop ZSHOP or another specified alternative.

2-3 Select configurable product TSPC_PC_## or another specified alternative.

2-4 Click the button Configure to configure the selected product.

2-5 Assign values to the characteristics. All statuses must be green to indicate the productconfiguration is complete and consistent.

2-6 Add the configured product to the shopping basket.

2-7 Maintain your personal data. Click the button Yes at the question Are you a first timecustomer? and enter the necessary data and password.

Name: ________________________________

Email-address: ________________________________

Password: ________________________________

Etc.

2-8 Submit the order and record the order number _______________.

Exercises

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Unit: Sales Configuration Engine (SCE)

Topic: Master data of the Configuration Model

At the conclusion of these exercises you will be able to:

Check, modify, and use a data model for a configurable product in anR/3 System

Check whether the R/3 model is IPC/SCE ready.

NOTE: In the following exercises data is represented and maintaineduniquely for each participant team. For example, the main product in thiscourse is a configurable personal computer assigned material numberTSPC_PC_##. The symbols ## represent a team or group number, whichrange from 01 through 20. The team or group number that you are to usefor this course will be assigned by your instructor.

As a Sales Engineer you are responsible for the configuration model and understand how it operates withinthe R/3 environment. It must also be IPC/SCE ready.

3-1 Start the Product Structure Browser (CC04) so you can access product relevant data centrally.

You see various tab strips in the initial screen of the Product Structure Browser. Select the tabstrip for Material. Enter the material TSPC_PC_## and press enter. You will see the relevant data(e.g. classification, BOMs) for this material.

3-1-1 Double-click on the material TSPC_PC_## at the highest level of the browser structure.Navigate to the material master data. Examine the Basic Data 2 for the material master. Is

the material configurable?

3-1-2 Now you can navigate back from the material master to the browser. Examine theclassification data of the material by expanding the triangle symbol. Is the materialallocated to a class of the class type 300 (variant class)? What is the name of the class?Double-click on this variant class and then navigate to the master data for the class. Lookat the master data for the class and then display the characteristics.

3-1-3 In the browser you see the characteristics assigned to this variant class. Write down thenames of the characteristics. Double-click on a characteristic and then use the Value tab todisplay the characteristics values. Complete the following table:

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Characteristic Name Description Values plus anydefault settings

EntryRequired(Y/N)

3-2 Return to the main browser screen. In the browser you see all relevant bills of material for theconfigurable personal computer, TSPC_PC_##. Expand the bill of material for TSPC_PC_## inplant 3200, with usage 1 in the product structure browser.

3-2-1 How many items exist in the BOM? Why are several cases and monitors available eventhough only one case and one monitor are required to build the PC?

3-2-2 Double-click on the BOM TSPC_PC_## / 3200 / 1 and then navigate to the master datafor the BOM. Review a number of the dependencies that are allocated to the BOM items(cases, monitors). What effects are caused by these dependencies?

3-2-3 Return to the BOM item screen. A class node exists in the BOM. Double-click on thisclass node and you will get more information about it. What is the name of the class?What class type does the class have? What objects are allocated to the class? (To seewhat objects are allocated, select the class type field and then use Environment -> Objectsto class.) Double-click on each classified material, and you will get the classificationdata. What is the value assigned to the characteristic Keyboard for each material?What are the advantages of having a class node in the BOM instead of individualmaterials?

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3-3 Now exit the Product Structure Browser and go into the menu for Variant Configuration. Displaythe configuration profile (CU43) for TSPC_PC_##.

3-3-1 How many profiles exist?

Which class type is entered?

What is the profile status?

3-3-2 Examine the class assignment from within the profile. You should see all of the

characteristics used to describe TSPC_PC_##.3-3-3 Go to the detail data of the profile and select the tab Config. Initial Screen.

What is the setting for the BOM explosion?

Is a process specified?

What is the BOM application?

3-3-4 Are dependencies allocated to the configuration profile? Review one of the dependenciesand determine if you can understand what is to be accomplished.

3-4 The configuration model for the PC has already been set up in the R/3 system. You want to

determine whether the model is IPC/SCE ready.

3-4-1 Display the BOM in the R/3 System (CS03) and check the super BOM for TSPC_PC_##in plant 3200, usage 1.

Do text items or document items exist in the BOM?

Are all items identified by two unique parameters, i.e. object number (material number,class name) and item number?

3-4-2 In R/3 check whether any procedures are allocated to characteristics or characteristicvalues in the configuration model for the PC.

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Unit: Modeling Configurable Products

Topic: Changing the Model


Change the configurable model in R/3 and reflect those changes in the

corresponding IPC system

Ensuring a class node compatibility with the IPC

A class node, TSPC_KEYBOARD_NODE, exists in the super BOM ofthe PC. In the R/3 System value assignments of relevant characteristicsare passed from the header material to the class node withoutdependencies. This is not the case with IPC/SCE. This node-userestriction can however be removed by maintaining a constraint.

3-5 You are now to modify the BOM for you PC, TSPC_PC_##.

First create a new trading good called TSPC_MONITOR_21L_##. Copy fromTSPC_MONITOR_17L_##. You will need to use the mechanical engineering industry sector,plant 3200, sales organization 3020, distribution channel 30, and the following views: Basic Data,Sales Organization and Plant, MRP, ACCOUNTING, and COSTING. Change only thedescription (Monitor 21 inch LCD) and the standard price ($640) during the definition/copy.

3-6 Add the new component to your BOM, using item category L and a quantity of 1.

3-7 Add a new value (004) to the characteristic TSPC_MONITOR_## to represent the newcomponent. Use description: Monitor 21 inch LCD.

3-8 Write a local object dependency that will select the TSPC_MONITOR_21L_## when the value of004 is assigned to the characteristic TSPC_MONITOR_##.

3-9 Use the simulation transaction (CU50) to check your dependency results. Once you haveassigned the value 004 to the monitor characteristic, use the Result icon to display the BOMexplosion, if requested, specify application PP01.

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Unit: Sale Configuration Engine (SCE)

Topic: Creating a Knowledge Base and Runtime Version


Create and change a knowledge base object and its runtime version in

the R/3 System

After you have set up and tested the configurable PC in the R/3 Systemyou want to create a knowledge base for the PC and a runtime version sothat your product is known to the IPC.

3-10 Create a knowledge basis object (CU31) for your configurable PC, TSPC_PC_##.

Knowledge Base Object: KB_TSPC_PC_##

Language Key: EN (English)

Description: KB for TSPC_PC_##

Status: 1 (Active)

Group:

3-11 Create a profile for your knowledge base object. Click on the Profiles button.

Enter a name for the profile: KB_PROFILE_##Description: Profile for KB_TSPC_PC_##

Click on the Header icon and enter the following:

Material: TSPC_PC_##

Class type: 300

Save your data.

3-12 Create a runtime version (CU34) for your knowledge base object.

Enter the name of the knowledge base object created above, KB_TSPC_PC_##, followed by thefollowing data:

Version: 1.0, press enter and on the resulting Basic Data screenenter the following data:

Valid from: Todays date (defaults)

Status: 1 (Released)

Language Key: EN (English, usually the Logon Language)

BOM Application: PP01

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In the Classic Dependencies section read the help (F1) for the field marked Incl. Actions(converted to procedures).

Now you are ready to generate the runtime version. To do this simply click the Generate andsave icon. During the generation, messages will appear at the bottom of the screen.

3-13 Activate the IPC via CITRIX.

Note:

At this point it is suggested that all students observe the demonstration given by the instructorillustrating how to logon to CITRIX and identify via the IPC Administrator, the databases usedfor this class. Once this is completed and the database has been activated, go into the IPC usingthe Desktop UI to bring up an active IPC session.

Once in the active session, you may want to experiment with retrieving your configurable productTSPC_PC_## and going though a configuration.

Exercises

Unit 4: Sales Pricing Engine (SPE)

Topic: Pricing


Define the prices for the configurable product and its options

Write object dependencies to perform pricing

Identify the differences between the pricing objects in R/3 and IPC

Use the pricing analysis feature of the IPC

After the configuration model of the configurable PC has been checkedyou should check the pricing in both R/3 and the IPC.

In our modeling activity, you review the basic price and value-dependentsurcharges related to the configurable item.

4-1 Create a sales order in R/3 for your configurable product and review its associated pricing results.

Create a sales order (VA01):

Order Type: OR (Standard Order) and press enter to access the overview screen

Sold-to Party: 3333Purchase Order No.: PO-##


Order Quantity: 1 and press enter

In the resulting window, select Sales Area: 3020 / 30 / 00

At this point you should see the Characteristic Value Assignment screen for your configurableproduct. Make your selections but choose the value for the 17 inch monitor. When you haveassigned all of the values, press the Next Screen icon. You should now be back in the Overview

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screen, select the line item and click on the Item Conditions icon at the bottom of the screen.Record the following condition type values:

PR00: __________ (Price)

VA00: __________ (TSPC_MONITOR_17)

On this same screen, click on the Analysis button at the bottom of the screen. Record the name ofthe pricing procedure. _________________

Exit from the sales order. DO NOT SAVE THE SALES ORDER!

4-2 Use the IPC to configure and price TSPC_PC_## using exactly the same selections you choose inthe previous activity. Determine the price for the TSPC_PC_## in the IPC. The pricing resultshould be the same as the price in R/3.

4-3 The objective of this exercise is to create a price for a new item, that item theTSPC_MONITOR_21L##. The material was defined in the R/3 system in a previous exericisebut no price was established.

Use the IPC and create a new document. Configure TSPC_PC_## again and choose the monitor

TSPC_MONITOR_21L_##. Activate the pricing analysis feature in the IPC and determine thepricing procedure in effect for the IPC. What is the pricing procedure? ____________ Whenreviewing the analysis you should note that there is no price for the TSPC_MONITOR_21L_##.The remaining exercises will take you through the steps to create a price for this item.

4-4 Access the R/3 system and create a variant price (VK11). Enter Condition Type VA00 and pressenter. Enter the following data:

Sales Organization: 3020

Distribution Channel: 30


Variant: TSPC_MONITOR_21L_##

Rate: $410

Save the condition record.

4-5 Create a procedure object dependency (CU01) that will price the new monitor. In this procedureyou will need to use reference characteristic SURCHARGE2, which has already been defined fortable SDCOM, field VKOND.

Dependency Name: TSPC_MONITOR_21LCD_SURCHARGE_##

Description: Monitor SurchargeDependency Type: Procedure

Syntax: $SELF.SURCHARGE2 = TSPC_MONITOR_21L_## IF TSPC_MONITOR_## =004

Make sure to run the syntax checker on the dependency.

Save the dependency and change the status to 1 (Released) and save again.

Assign the dependency to the characteristic TSPC_MONITOR_##.

Test your dependency by creating a sales order for your material.

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B. Create a new Runtime Version

C. Update the existing Runtime Version

D. None of the Above

Answer: The price is updated by the Middleware automatically. The answer is d.

4-11 Test the review question above by going into the R/3 system and changing the PR00 value

(VK12) for your product TSPC_PC_## from its current value to $800. Once the change iscompleted, go into the IPC and access your material and look at its base price. The price shouldnow be $800. This change was automatically handled via the Middleware that connects the R/3system to the CRM system, where the IPC database resides.

4-12 (Optional)Assume you are now going to sell a new non-configurable product, a mouse. You can create thenew trading good material (MM01) for the new product TSPC_MOUSE_## by copying from theexisting product TSPC_MONITOR_17_## and changing only the description. Remember to useindustry sector M, plant 3200, sales organization 3020, and distribution channel 30. To get thisnew product into your database do you need to create a new KB? The answer is NO, it will be

handled automatically via the Middleware. You may test this by using the IPCs swing UI todetermine if your product is now accessible by the IPC.

Exercises

Unit : IPC IMPLEMENTATION

Topic: IPC Administrator


Use IPC Administrator Wizard

Define the IPC database connection

Execute the IPC Desktop UI

In this unit the emphasis is on the implementation aspects of the IPC.The current system environment uses a CITRIX solution.

Setting up a database connection by using the IPC Administrator Wizard

5-1 If not already logged into the CITRIX virtual terminal do so now. From the initial window forCITRIX follow: Start > Programs > SAP Internet Pricing and Configurator > Administrator

Progress through the screens in the sequence displayed starting with START and use the Nextbutton to move forward.

5-2 SERVER, review the screen content to answer the following:

What is the server port number? ________

What time is specified for the number of seconds for the session timeout? _______

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5-3 Create a new database connection in the administrator. Click on the Add button and in theresulting window enter the following data:

Note: This is an example of what will be entered, your actual settings will be provided by yourinstructor.

Select: CRM System (Defaults)

Alias: DTZ

Deselect Load Balance

SID: DTZ

Application Server: iwdf9087

System Number: 00

User: TACRM1

Password: ACAD

Client: 800

Click on the OK button

5-4 Select your new database entry in the top window and click on the Log In button.

Note: There will be no positive confirmation of the Log In, but the Next button will now beactivated. Proceed to the Pricing Engine Parameters by clicking on the Next button.

Review the Pricing Engine Parameters settings:

Where are the Product User Exits located? ____________________________

Which external tax package(s) are supported? __________________________

Select the Pricing tab.

Where are the Customer User Exits located? ___________________________

5-5 Proceed to the Document Parameters by clicking on the Next button.

Enter the following data:

DIS_CHANNEL 30

SALES_ORG 3020

SOLD_TO_PARTY 3333

Press enter and save. Close the window. This completes the parameter and attribute settings thatthe IPC will use.

5-6 Activate the IPC Desktop UI: Start > Programs > SAP Internet Pricing and Configurator >Desktop UI

In the resulting Mode Selector window click on the Connect Locally button. You should nowhave the Sales Pricing and Configurator window displayed.

5-7 This activity will verify that your product exists in the IPC database.

From the Sales Pricing and Configurator screen select User Session and click on the CreateNew Sales Document icon. In the resulting window you may change your default settings ifdesired; otherwise click on the OK button.

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A document identifier number will be displayed. Select this document and click on the NewSales Item icon. In the resulting Product Master Data window, enter your product ID number,i.e. TSPC_PC_##, and then click on the Select button.

Click on your product line and then click on the Properties button. Review the data on youritem and then close the Properties window.

Click on your product line and then click on the OK button. In the resulting window enter theappropriate data to configure and price your product. The result of performing this step is to

verify that your product is now existing in the IPC/CRM database and is known to the IPCconfigurator and pricing engines.

5-8 Answer the following questions:

What software component of CRM does the downloading of data? ___________

If the configuration model is changed in some fashion, i.e. a new characteristic is added or a newvalue is added to a characteristic or a price change is needed, do you need to:

A. Create a new Knowledge Base

B. Create a new Runtime Version

C. Update the existing Runtime Version

Exercises

Unit 6: IPC Integration in CRM Internet Sales

Topic: Integration of CRM

At the conclusion of these exercises you will be :

Observe the integration of CRM and R/3

Identify a Web shop and Product Catalogue

Configure a product on the Web using the IPC in a B2C scenario

A Web shop and catalogue exist

Access to a CRM system available

Access to an R/3 system available

The Sales Engineer has set up the product configuration model. The data has been downloaded into the CRMdatabase. The web desinger has designed the B2C UI. The Self-Service user surfs the catalogue andconfigures the PC product on the web using the IPC. Integration shows the web-created order exits in bothCRM and R/3.

6-1 The first objective of this activity is to create a catalog called ZSHOP_TSPC_##. In the CRMsystem follow: Master Data > Product Catalog > Maintain Product Catalog.

Create a new entry called ZSHOP_TSPC_## and enter the following settings:

Product Catalog: ZSHOP_TSPC_##

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Catalog Type: Manual product assignment

Press the Create button

Header

Description: ZSHOP CATALOG ##

English

Basic Data

Valid from: Today

Valid to: One month from today

Variants

Catalog Variant: ZSHOP_VAR_##

Language: English

Description: English Variant

Currency: USD

Sales Organization: O 50000611Distrib. Channel: 30

Division: 00

Pricing Procedure: RVCXUS

Unit of Meas.type: Base unit of measure

Save your entries.

You must now add an area to your catalog.

Select the catalog name in the overview tree.

Click on the Create Area button and select subarea.

Enter ZSHOP_AREA_## and a description of AREA ##.

Now manually add the product(s) to your area:

Double click the catalog subarea and enter your products, TSPC_PC_## and TSPC_MOUSE_##if you created the optional mouse.

At this point the catalog is created but must be activated and replicated.

Activate all levels of your product catalog (items, catalog area, variant, and the catalog header).Save your catalog!

6-2 This activity is to create a web shop called ZSHOP_TSPC_##. In the CRM system follow:Internet Sales > Maintain Web Shop

Create a new entry called ZSHOP_## and enter the following settings:

Web Shop: ZSHOP_##

Usage: B2C Internet Sales

Catalog: ZSHOP_TSPC_##

Variant: ZSHOP_VAR_##

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Trans. Type: ZIS (Internet Sales)

Sales Office: O 50000611

Country Gp: USA

Contact Pr: 00000015

6-3 Replicate your product catalog content. In the CRM system follow: Master Data Product

Catalog Initial Replication. Specify the following parameters for replication:

Product Catalog

Variant

Search Server Relation (VERITY or DRFUZZY)

Publishing Computer ID select via F4

Click on the Execute icon.

6-4 Start the web browser and go to the specified URL and select your web shop.

6-5 Within your web shop browse your catalog and select your product(s).

Configure and price your product(s) in the web site.

Submit your order and record the generated order number. ___________________

6-6 Access the CRM system and display your order.

6-7 Access the R/3 system and display your order.

6-8 (Optional) Add a picture/image to your PC via the CRM system, material master screen.

practices - crm p2

Documents