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The mySAP Business Suite consists of various applications, as well as application and integration

platforms. It allows companies to manage their entire value chain throughout the business network,

thereby assuring greater flexibility.

y mySAP Business Suite consists of the following SAP solutions:

y mySAP CRM (Customer Relationship Management)

y mySAP SCM (Supply Chain Management)

y mySAP PLM (Product Lifecycle Management)

y mySAP SRM (Supplier Relationship Management)

y mySAP Human Resources

y mySAP Financials

y mySAP Mobile Business

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mySAP CRM Marketing is the only solution that supports complex customer relationships within the

total marketing process.

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It unites marketing planning, campaign management, e-marketing, lead management, marketing

analytics, and customer segmentation key functions on a comfortable and configurable interface.

j

Thanks to the mySAP CRM portal infrastructure with its personalized gateways, it is possible to develop

and budget marketing plans on the highest level, and implement them later on any other company level.

j

Initiatives toward reaching fixed company goals can be developed and carried out. To do this, KPIs are

determined and measured.j

Thanks to integrated analysis functions, the financial results brought about by marketing plans and

campaigns are recorded in real-time. This facilitates qualified decision-making.

j

Its open architecture and integration with the underlying SAP web application server let you remain

secure in the knowledge that implicit marketing promises can always be kept - the logistics chain is

always completely transparent.




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mySAP CRM Sales covers all customer sales channels, thus assuring seamless scalability for customer

interactions.

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With Enterprise Sales, Telesales, Field Sales and E-Selling, mySAP CRM offers companies first class

solutions for handling customer contact anytime, anywhere.

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Using “Enterprise Sales,” companies can pre-plan contacts carefully, analyze their sales pipeline early,

effectively plan tasks, recognize cross- and up-selling opportunities, and optimize teamwork in the sales

force.

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"Telesales" uses the functions of mySAP CRM Interaction Center. It accelerates customer contact bysearching for and recognizing qualified leads, and relaying them to the company's sales team.

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With “Mobile Sales,” you can carefully plan and predict sales realtime from any laptop or mobile

terminal, quickly evaluate pipeline opportunities, effectively plan tasks, recognize cross- and up-selling

opportunities, and organize work within a sales team.

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"E-selling" offers a company's customers personalized and comfortable service - 365 days a year, round

the clock. Customers can get information and buy products or services anytime, anywhere.




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mySAP CRM Service offers consolidated, operational insight enabling unparalleled service and

fulfillment appropriately matched to customer revenue potential. It equips organizations with

comprehensive capabilities in the areas of Customer Service and Support, E-Service, Service Operations

Management, and Field Service.j

"Customer Service and Support" helps service centers fulfill their commitments to partners and

customers. It manages the entire service process, from creating and updating service requests and

complaints to scheduling qualified field personnel for on-site repairs.j

"Service Operations Management" centralizes service planning tactically and strategically using service

administration, operations support, and analytical functions. It supports both single and multi-tiered

organizations across their complete lines of business and equips firms with the ability to plan, monitor,

and control service costs for optimal customer profitability.j

"Mobile Service" provides the service employee with comprehensive knowledge about the whole

company. This ensures that the right employees are equipped with the knowledge necessary to exceed

the customer’s service expectations. Service Parts and Service Order Management ensure that field staff

are able to check inventory, locate materials, and place orders for specific components with precision

and confidence, regardless of location or time.j

"E-Service" helps companies to optimally use the real-time and self-service potential of the Internet in

order to reduce costs and increase customer satisfaction round the clock, 365 days a year. Customer

portals offer consumers familiar access to all necessary functions. Thanks to voice recognition and

knowledge management, the convenience of real-time functions is available to users who do not have

access to the Internet. Chat and collaborative Web technologies allow instantaneous and uniform service

delivery anywhere in the world.




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Streamlined business processes supported by technology, integrating customers, suppliers and business

partners, is the key to remaining successful in a competitive market. It can be difficult to visualize,

evaluate, and communicate these business processes. With SAP Business Maps (also called Solution

Maps), you can understand individual solutions quickly and appraise their potential value for your

company. They help focus on the core processes and functions that can increase a company’s ability to

compete, strengthen relationships with partners, and help a company become closely oriented to the

markets and customers it serves.

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The Business Map is a comprehensive collection of industry-specific and cross-industry solutions,

infrastructure and service blueprints, Solution Maps, and Collaborative Maps. Using the industryknowledge and technical expertise SAP has acquired through extensive business experience and

research, Business Maps outline specific ways that technology can help integrate companies’ existing

resources and extend business processes beyond the borders of traditional enterprises.

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You access the SAP Solution Map for mySAP CRM on the Service Marketplace at:

http://www.sap.com/solutions/business-suite/crm/businessmaps




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SAP CRM Business Scenarios are designed to help customers reduce costs, increase revenue, and

increase customer satisfaction. They support nested business processes in the areas of sales, service and

marketing, and across various communication channels.

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In the current version of mySAP CRM, the SAP Solution Manager makes pre-configured CRM content

in the form of 280 business processes available. We focus on the requirements of 23 branches. Over 90

pre-defined business scenarios with 130 variations are offered in all of the important functions of

mySAP CRM solution packages: marketing, sales, service, analytics, field applications, Interaction

Center, E-Commerce, and channel management. At present, 15 business scenarios are available, which

have been especially developed for ten industries. However, the number of pre-defined businessscenarios is constantly increasing. The current industries are Oil & Gas, Consumer Products, Service

Providers, Media, Automotive, Pharmaceuticals, Public Services, Utilities, Telecommunications, and

High Tech.

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The business processes are displayed graphically using SAP Component Views®.

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CRM Business Content is delivered exclusively with SAP Solution Manager. You can regularly

download updated content from SAP Service Marketplace.




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B

The mySAP CRM solution is the sum of all CRM functions and incorporates CRM components as well

as the SAP Business Information Warehouse (SAP BW), Advanced Planner and Optimizer (SAP APO),

and SAP ERP and/or R/3.B

A central CRM server with system access through various channels and a connection to other systems

are both contained in mySAP Customer Relationship Management (CRM), a part of the mySAP

Business Suite. The following application components are supported in mySAP CRM:

y Interaction Center: Using integrated Interaction Center solutions, clients can contact sales or service

representatives by telephone, fax, or e-mail.

y Internet: Internet users may configure and order products or services using mySAP CRM Internet

components.y Mobile Clients/Handhelds: Mobile sales representatives and service engineers can access the SAP

CRM system from their laptops or other mobile devices to exchange up-to-date information with the

central CRM server.B

The mySAP CRM solution offers you the following, fully-integrated connections:

y The SAP CRM system as a central CRM server with corresponding application components

y The SAP ERP and/or R/3 system as a back-end system with tried and true ERP functions

y The SAP BW System as a data warehouse solution with comprehensive statistical and analysis

functions

y The SAP APO system or SCM system as a global Available-to-Promise (ATP) check and demand

planning solution

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




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Data is exchanged between the CRM system and a connected OLTP ERP system (minimum R/3 Release

3.1I) using the CRM Middleware. A plug-in installed in the OLTP ERP system acts as a counterpart to

the R/3 adapter, supporting data communication between the two systems. The data exchange includes

the initial transfer of Customizing, master, and transactional data to the CRM System, and the transfer of

delta data in both directions.

B

Sales orders can be entered in the Internet Sales application component, the Interaction Center, a mobile

device, or the CRM server. To confirm whether the requested items can be delivered on time, you need

to run the Available-to-Promise (ATP) availability check. The SAP Advanced Planner and Optimizer

(APO) performs these functions. SAP APO is used in Supply Chain Management and can be integrated

seamlessly with the mySAP CRM solution.B

The SAP Business Information Warehouse (SAP BW) is used as a data source for parts of the mySAP

CRM solution, and also contains data for consolidation and analysis.




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B

The mySAP CRM solution supports the handling of CRM business objects (such as customers and

prospects, activities and opportunities, and products and product catalogs) in a variety of application

components including Internet Sales, Service Interaction Center, Telesales and Campaign Management.

Some of these components require external extensions for communication and integration. These

components will be described in more detail in later sections.

B

The middleware layer supports the controlled data exchange with other systems such as mobile clients,

back-end systems, and data warehouses. A replication procedure guarantees consistent and up-to-date

data in the distributed local databases, especially for mobile users. Message queuing ensures data

delivery and processing.

B

Software adapters are used to connect to external systems. These adapters are responsible for assigningdata and converting it to other formats. Both the ASCII adapter and external interfaces are provided for

this. The mySAP CRM application components also exchange data with the middleware layer using a

CRM adapter.

B

The mySAP CRM component builds on the SAP Basis system, which provides a proven development

platform, scalability, platform independence, and various other SAP tools. Therefore, the mySAP CRM

solution can be configured just as flexibly as an SAP ERP system.




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With the Internet Sales and Internet Customer Self-Service application components, Internet users can

access the mySAP CRM solution to configure and purchase products from published catalogs, or to

request a particular service. The shipped, standard templates provide a ready-to-run solution, but can also

be adjusted to meet individual requirements.

B

The Internet application components are made available through a Web server. They are based on J2EE

(Java 2 Enterprise Edition) technology. This technology is an open, non-SAP platform.

B

Product catalogs are exported from mySAP CRM to an external index server for faster access to product

data.

B

The Internet Pricing & Configurator (IPC) component provides configuration and pricing data for Webapplications. Since the IPC is designed as a separate component, it ensures the high performance needed

in an Internet environment.




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The Interaction Center supports various communication channels, such as telephone, e-mail and fax, as

well as Internet applications such as Call Me Back, Co-Browsing, and Voice over Internet Protocol

(VoIP).

B

You can connect telephone and e-mail using the SAP standard interfaces (API) SAPphone and

SAPconnect for the WinClient Interaction Center. SAPphone is an interface between the mySAP CRM

application components and Computer Telephony Integration (CTI). CTI creates the connection to the

telephone system. CTI vendors can become certified through the SAP Complementary Software

Program (CSP). The SAPphone standard interface guarantees flexible scalability of the CTI components.

The SAPconnect interface is used in combination with SAP workflow to support the complete e-mail

cycle to and from business partners.B

WebClient multichannel options are consolidated using the Integrated Communication Interface in the

Interaction Center. Through the use of new technology such as eXtensible Markup Language (XML) and

Simple Object Access Protocol (SOAP), the open mySAP CRM Integrated Communication Interface

(ICI) supports the integration of mySAP CRM solutions with non-SAP communication products such as

universal hold, computer telephony, automatic call list distribution, interactive voice response, e-mail

administration, and chat systems. As a result, companies leverage their existing technology investments.




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The mySAP CRM components Mobile Sales and Mobile Service support a company’s mobile field sales

and service employees.

B

Users have complete access to all relevant data on their laptops. However, users can access data only for

their own area of responsibility (for example, all customers in one postal area).

B

This data is updated by regular data exchange between laptops and the central server. The

communication station serves as a translator between the CRM server and the mobile clients.

B

The mobile applications are customized using the SAP Mobile Application Studio, an object-oriented,

visual modeling tool.

B

The CRM Middleware provides the necessary functionality for the data replication to mobile clients.




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The Mobile Sales for Handhelds and Mobile Service for Handhelds applications run on mobile devices

that are supported by the SAP Mobile Engine. The SAP Mobile Engine is the central platform for

mySAP Mobile Business applications.

B

The SAP Mobile Engine is installed locally on a mobile device. It includes a Web server, a database

layer, and its own business management logic. Field representatives can work offline and do not have to

depend on a network connection to run impending business applications. The SAP Mobile Engine offers

tools for synchronization and data replication so that the data on the mobile device is consistent with the

data in the back-end system.

B

SAP Mobile Engine is based on the following open industry standards:

y Java

y eXtensible Markup Language (XML)

B

SAP Mobile Engine is also equipped with a Java virtual machine and offers an open programming model

with which mobile applications can be developed.

B

This open system architecture makes the platform independent of both the mobile devices and the

network and supports mobile devices such as Personal Digital Assistants (PDAs), laptops, and Smart

Phones.

B

SAP Mobile Engine can run on both a standard browser and on a user interface that is not based on a

browser.




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User-friendly interface:

y Intuitive and recognizable interaction design

y Easy navigation and Internet-like behavior

y Adapting the CRM solution to the user is the key to success.

B

Pre-defined user roles:

y Preassembled content for complete business tasks

y Simple adaptation of roles to special requirements

B

Knowledge Management (KM):

y Users access the knowledge of the entire company easily through a single point of access.

y Documents are displayed in a relevant context (for example, a CRM transaction). You can

automatically access this context from the KM search list.

B

Personalization and configuration:

y Users want to change the content to suit their own concepts.

y The user interface must be designed for flexibility and configuration so that user-defined business

requirements can be fulfilled.




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A portal enables purposeful and personalized access to relevant data (transaction and analysis data as

well as Internet content from various sources). Portals are helpful for gathering information. Data is

often scattered in different formats and storage systems, such as data servers, Web servers, and

databases. The role of portals is to make this data accessible to the user through a single channel.

B

The relevant data and applications are consolidated for the user by copywriters and portal administrators.

B

The advantage for the user is that the portal eliminates the time-consuming search for data and

applications

B

The portal generates HTML from different sources. Content meta-data and user data are saved on the

persistence layer. Other components of the Enterprise Portal enable Single-Sign On (based on theLightweight Directory Access Protocol [LDAP] for user management) and session management for

locking and unlocking data.

B

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

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

B

The processing and distribution of unstructured data takes place in the Knowledge Management portal

component.




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The portal primarily consists of L9LHZViViews transfer detailed data to the portal desktop from a data

source such as a relational database, ERP system, CRM system, operational application, cooperation

tool, e-mail exchange system, Intranet, or the World Wide Web. iViews display the most current data at

each new start.

B

iViews are generally displayed on SRUWDOSDJHV You can import pre-defined pages or create your own.

The pages definition contains a list of corresponding iViews and layout templates. Worksets bundle

corresponding pages, iViews, and roles.

B

User access to the content is defined by UROHGHILQLWLRQV A portal role is a collection of task-oriented

content. Portal content was developed to access all data relevant to the organization that uses the portal.

Roles define the subset of content that is available for each functional role within the organization. Usersare assigned to the role or roles that offer the relevant content. They can access the content that has been

assigned to their role.

B

The role definition determines the QDYLJDWLRQVWUXFWXUHwithin the Portal. This structure consists of the

initial navigation bar and the navigation tree. The user chooses tab pages and further navigation levels to

navigate through the portal content.




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Business packages are groups of related worksets. They are available at the iViewStudio

(www.iviewstudio.com).

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%XVLQHVV3DFNDJHIRU6$3&50primarily supports the following roles:

y Sales: Sales Manager, Sales Representative, Billing

y Marketing: Campaign Manager, Marketing Assistant, Lead Manager, Lead Qualifier, Account

Manager, Trade Marketing Manager, Brand Manager

y Service: Service Manager, Technical Customer-Service Representative

y

Interaction Center: Interaction Center Manager, Interaction Center Agenty Channel Management: Customer and Customer Administrator, Channel Manager, Partner Manager,

Partner Manager Channel Commerce, Partner Employee

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

• Log onto People-Centric UI (PC UI)

• Display information about an account

As a sales employee, you want to display and check various information

about a business partner.To do this, you use the People Centric User Interface (PC UI) in mySAP

CRM as an interface.

1-1 Call mySAP CRM’s People-Centric UI.

1-1-1 In your browser, open the URL that you received from your course instructor.1-1-2 Log in with your user name (your instructor will tell you) and the password

ZHOFRPH.

1-2 Choose $FFRXQW0DQDJHPHQWo $FFRXQWV

1-2-1 Which options do you have for accessing the 0HGLD6WRUHbusiness partner?

____________________________________________________________

____________________________________________________________

1-2-2 Go to the Media Store’s account data from the )DYRULWHV list.

1-2-3 What is the Media Store’s e-mail address?

____________________________________________________________

1-2-4 Name several interactions our sales team had with Media Store in the past.

____________________________________________________________

____________________________________________________________

1-2-5 Choose an activity involving the Media Store, such as a customer visit or

telephone call. What is the Media Store contact person’s name?

____________________________________________________________

1-2-6 How can you find out information about the list of contact persons for the

account?

____________________________________________________________




1-3 Where can you adapt the portal or change settings relating to the portal’s appearance?

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

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1-1-2 Log in with your user name (your instructor will tell you) and the password

ZHOFRPH.

1-2 Choose $FFRXQW0DQDJHPHQWo $FFRXQWV

1-2-1 Which options do you have for accessing the0HGLD6WRUHbusiness partner?

You can use the central search function for this (note: you access this function

from the dual-layer navigation bar).

Choose $FFRXQWVfrom the 6HDUFKIRU dropdown menu and 1DPH/DVW1DPH

from the :LWKdropdown menu, and search for 0HGLD6WRUH.

Alternatively, you can select the customer Media Store directly by choosing 0\

)DYRULWHVfrom the 'LVSOD\field and then branching to the detail screen,

provided that this is listed in your favorites.

1-2-2 Go to the Media Store’s account data from the )DYRULWHV list.Select the line with Media Store entry and choose *R7Rand then 'HWDLOVto

display detailed data about the customer Media Store.

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E-mail address: [email protected]

Alternatively, you can branch to the $GGUHVVHVtab page and view the

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telephone call. What is the Media Store contact person’s name?

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tab page, for example (Transaction Type=Business Activity).Remaining in the activity, switch to the 3DUWQHU tab page.

Result: The contact person for the Media Store is -RKQ7D\ORU.

1-2-6 How can you find out information about the list of contact persons for the

account? Hit “Back” to return to the Accounts overview page.

In the Accounts overview, switch to the 5HODWLRQVKLSVtab page.

1-3 Where can you adapt the portal or change settings relating to the portal’s appearance?

You can change your portal settings by choosing the 3HUVRQDOL]HK\SHUOLQN in the upper

right screen area. This hyperlink allows you, for example, to change the portal’s

appearance ( 3RUWDO7KHPH) or language ( 3RUWDO/DQJXDJH).

Note that the portal language you choose must be available for your Internet browser.

To do this, choose 7RROV→ ,QWHUQHW2SWLRQV→ *HQHUDO tab, choose /DQJXDJHV« and

include the desired language in /DQJXDJH3UHIHUHQFH.




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7

The company’s marketing manager analyzes the distribution of sales and customers and investigates the

customers’ preferred distribution channels. The manager realizes that a potential source of increased

revenue is not being exploited and decides to start a new marketing campaign. He or she can use

association analysis to define cross-selling elements and increase turnover.




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mySAP CRM makes it easy for you to compile and synchronize all relevant data in your customer knowledge base,

and provides you with up-to-date reporting tools for monitoring and measuring the success of your enterprise. The

forecasting functions help you discover hidden patterns and use this information to predict risks and opportunities

in marketing, sales, and service.

8

In addition, mySAP CRM contains an integrated and flexible planning platform, with which you can set clearly

defined goals and coordinate resources to achieve your business objectives. The most important aspect is, however,

that CRM Analytics gives your employees the information they need to make the right decisions and provides a

consistent and personalized service for your most valued customers.




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The portal combines every type of analysis and every application from all the relevant areas into one role-based

view.

8

You can publish the analysis results in your Enterprise Portal and distribute them easily around your company. In

this way, employees in different locations have easy access to important information and can execute tasks

interactively; They can, for example, enter their planning data on the Web.

8

Hint: In the first part of the cycle, you must know the main focus areas and the locations that provide the

supporting information. This includes the following:

y Warnings of acute problems. The information for such warnings generally comes from business process

monitoring in SAP Business Information Warehouse. Example: a credit manager receives a warning that a

customer has exceeded his or her credit limit.

y External or internal messages and documents.8

Decisions: During the decision process, detailed analyses are carried out in teamwork.

y The analysis functions examine the data in greater detail. Example: the credit manager can check the customer's

credit history and compare statistics.

y What-if analyses enable you to examine the consequences of different solutions.

y Exchanging information with internal and external experts. Example: the credit manager finds the sales manager

responsible for the customer and gets in contact with him or her.

8

Action: once a decision is made, it can be put into practice immediately.

y Example: the credit manager alters the customer's credit limit in the system, automatically generating the

appropriate notifications and follow-ups.




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With SAP BI’s comprehensive evaluation and navigation options, you can measure the influence of your

customer relations on the success of your business, as well as the efficiency of individual actions.

7

Here you can see a simple example of a report. It has the following characteristics:

y Clear and understandable layout

y Multifunctional selection and drill down functions

y Exception reports and conditions

y Highly customizable

7

Take advantage of the flexible reporting options on the Internet or in Microsoft Excel.

7

Analytic methods help to ascertain key figures, such as customer profitability, ABC classes, customer

lifetime value, and scoring procedures.

7

To summarize: mySAP CRM Analytics ensures that the values measured are used closely with the

implementation of the business strategy, for instance by creating a Balanced Scorecard.




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It is important to recognize behavioral patterns and to use them to forecast future behavior.

7

You can use the following to determine behavioral patterns:

y Clustering, to find out more about a customer segment

y Association analysis, to find out more about cross-selling behavior

y Decision trees, to understand which profiles affect which behavior, and to incorporate this information

into forecasts

y Scoring, to bring together different aspects for an overall evaluation

y Linear and multi-linear regression, to collect data for predicting behavioral trends

7

You can also

y Forecast the future value of your customers using CLTV analysis

y Forecast the rate of response to simulate the success of your campaign




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7

An important prerequisite in customer relationship management is the possibility to implement a

combined marketing, sales, and service planning solution, to acquire and develop a relationship with the

right customers, whilst at the same time increasing the profitability of existing customers. Planning and

forecasting provides a comprehensive range of tools for all stages of planning for a wide variety of

business processes across your company. You can use these tools to develop a planning model that

integrates both global strategic and operative planning in a self-contained process for online and offline

scenarios.

7

Planning and forecasting gives your company advantages by:

y Formulating transparent strategies

y Communicating strategies throughout your company

y Coordinating business strategies with your employees’ goals

y Linking targets into the annual budget

y Identifying and coordinating strategic initiatives

y Executing gap analyses and scenario planning

y Carrying out regular performance checks and using the feedback to alter strategy accordingly




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7

mySAP CRM Analytics doesn’t only measure results. These results can also be used to optimize business

processes. The goal of CRM Analytics is only achieved when employees have access to the information

they need to make the best possible decisions in their day-to-day work. For example, a call center agent

can display all the important customer data on the screen, and the system uses this data to make

suggestions (in the form of a "script") on how best to support the customer. When creating target groups,

a campaign manager has easy access to analysis results, such as probability of response and customer

categories, and can use these to optimize a campaign.

7

Use analysis results in your business processes and give your employees the opportunity to make

informed decisions.




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7

Customer Analytics provides businesses with a comprehensive overview of their customers. Companies

can identify the actual value of their customers and receive information with which they can better

understand their customers’ behavior.

7

Customer Churn Analysis

y Customer segmentation allows you to improve your relationship with your customers directly by

providing the best services and products to the most profitable and loyal customer segment. However,

you must be able to trust that the segmenting results provide a reliable and accurate customer profile.

To make sure of this, you can use customer churn analysis to check the results and examine changes in

customer behavior over time.

y Customer churn analysis lets you check the reliability of segmentation results and follow any changes

in segment membership. This solution not only lets you analyze different results from one method

applied at two different points in time, it also enables comparison between the results of two different

methods of analysis. Customer churn analysis can be carried out using decision trees, clustering, or

ABC classification. These analyses are supported by comprehensive business content (InfoProviders,

Queries). As of BW3.3, Web Cockpits will also be available.




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Today it is vitally important to deliver the right product. Product Analytics can be used to determine

which products and attributes the customers prefer. It is also important to realize which products are

most profitable. Businesses can use Product Analytics to find out which products are sold together and

so increase wallet share.




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The analysis scenarios above are dealt with individually in the units on the key capabilities of marketing,

sales, service, e-commerce, channel management, Interaction Center and field applications.




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7

CRM Analytics is based on a tried and tested, scalable BI solution.

7

Preconfigured analysis applications cover all the relevant business questions connected to CRM.

7

Portal integration and extensive Web Publishing functions support

easy distribution of information.

7

Shared metadata and extractors guarantee reliable and consistent data.

7

Multiple forecasting functions support analysis of interested parties.7

A comprehensive business data view lets you link your information

from CRM to SCM, Financials, HR and so on.

7

Close integration of business processes using operative CRM

7

Ready-to-Run business content

7

CRM Analytics is integrated into both an enterprise-wide planning solution

and a business analysis and strategy management solution.




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Our company wants to sell more notebooks to a specific group of customers. As the Marketing Manager,

you are responsible for creating and executing a campaign.

q

At the same time, we want to present a new product line to a specific target group. We get in touch with

business partners, who provide feedback and let us know how interested they are in the new product line.

Business partners who do not answer will be called at a later date.




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Marketing functions are highly integrative:

y Before execution, you define key figures and carry out scheduling (integration with BW). You may

also have to check whether it is possible to manufacture and deliver the promoted goods (APO

integration, usually used for trade promotion management).

y You are particularly interested to know how successful your campaign was: What do the sales

department’s figures look like? How many contracts were awarded as a result of your campaign (BW

integration)? And of course you want to have an overview of your costs (R/3 integration).

q

Examples of integration are too numerous to mention on one slide alone.




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Marketing Plans:

y Marketing plans are used for long-term, strategic, activity planning. These take budgets and dates into

consideration. A marketing plan can, for example, form the basis of the marketing department’s

projections for the coming year. Used this way, it becomes a management tool.

q

Campaigns:

y Campaigns serve operative marketing planning. They describe activities such as mailing actions,

product advertising, and telemarketing. Campaign management covers the entire campaign

development process, from market analysis, through campaign launch, to completion and subsequentevaluation.

y After a campaign has been created, it can be tracked for its whole duration and the results used for

future planning.

y Criteria such as target groups, products, documents, people responsible, and the budget are defined in

the campaign for these activities.

q

Marketing Plan Element and Campaign Element:

y Both the marketing plan element and the campaign element are optional. You can use them to

structure your marketing activities. A marketing plan element must have a higher-level marketing plan

and a campaign element must have a higher-level campaign.




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Three data sources are available for target group selection:

y SAP BW reports (Business Warehouse InfoCube)

y InfoSets consisting of your own ABAP queries

y Marketing attributes from the business partner master data

q

In SAP BW, InfoCubes and reports allow you to select a business partner for a target group using master

data, profiles or transaction data.

The InfoSet from your own ABAP queries evaluates general data from the business partner master

record and can be used to select target groups according to address, for example.q

You can enter your own marketing characteristics directly in the business partner master record.

Characteristics are then grouped together, creating characteristic groups. If you have assigned the

characteristics to a business partner, you can edit them accordingly and use them to select a target group.




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You can use the Segment Builder in both the SAP GUI and the PC-UI.

q

In the Segment Builder, you model marketing profiles by dragging and dropping attributes into the

staging area. You can combine the attributes for the selection as required beforehand. That is, you can

combine them by using $QGor 2U within an attribute or by using attribute lists.

q

You can then combine the characteristics in various different ways. You can merge them, remove a

characteristic from a profile, or create an 25 relationship.




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Profile Sets:

y Sets do not have to have profiles or target groups assigned.

y Subsets may exist within a set.

q

Profile:

y A profile cannot be assigned to different sets.

y Profiles do not have to have target groups assigned.

y A profile that is already assigned to one profile set cannot be assigned to another (instead, the profilemust be recreated by copying).

q

Target Group:

y A target group that is already assigned cannot be assigned to another set or profile.

y Only active target groups can be used in the Marketing Planner.

q

Master Groups:

y Master groups limit all business partners to a particular group for the process of segmenting. The

Segment Builder then works only with business partners who belong to the chosen master group.

Example: The master group contains German business partners only. The group is assigned.




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This slide details an example of the telemarketing campaign process.

y A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target

group (a finite list of business partners selected for the campaign) and a script. A call list is generated

from the target group. The call list includes business partner information as well as relevant

information required for the Interaction Center.

y Using the script and the call list, the IC agent calls the customers on the list. After completing the call,

the agent records the results of the conversation, thereby updating the activity. This information is

then transferred to SAP BW for reporting and monitoring purposes.

q

Example: E-Mail channel

y In an e-mail campaign, the script is replaced with a mail form. During the execution stage, the

specified e-mails are sent to the business partners in the target group.

q

Other channels:

y Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel

for which you can define your own methods.




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There are two ways in which you can personalize a mail form:

1. By using variables (such as first name, last name, business partner’s address)

2. By using several text blocks. These can be included all the time or only if certain conditions apply.

q

The Web shop and the Interaction Center can also be personalized. Here you can define product

proposals for a specific profile or target group only, or globally for all customers.




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This slide details an example of the telemarketing campaign process.

y A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target

group (a finite list of business partners selected for the campaign) and a script. A call list is generated

from the target group. The call list includes business partner information as well as relevant

information required for the Interaction Center.

y Using the script and the call list, the IC agent calls the customers on the list. After completing the call,

the agent records the results of the conversation, thereby updating the activity. This information is

then transferred to SAP BW for reporting and monitoring purposes.

q

Other channels:

y Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel

for which you can define your own methods.




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Campaign automation enables you to define marketing procedures that can meet the real-time individual

requirements of each customer.

q

Campaign automation enables you to automate your multi-wave marketing campaigns across multiple

channels.

q

To achieve this, campaigns are modeled as processes in which customers/prospects flow between

individual action points (campaign elements).

q

Campaign modeling can set up the campaign in such a way that it runs automatically from the planning

phase onwards, eliminating the need for further manual intervention.q

The way a customer/prospect is routed through the campaign process depends on the individual

response.

q

All customer-relevant channels are taken into consideration.

q

MORE scenario: In campaign automation, you can use an optimization element to structure a campaign

in the best way. In this way, you can divide the initial target group meaningfully into different campaign

elements (for example, that correspond to different channels or offers).




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External List Management encompasses the processes of buying, managing, using, and reporting

acquired addresses.

q

Renting Addresses

y Addresses are labeled as rented if a company acquires them from external address providers (generally

for one-of or repeated use). Addresses of people who are contacted but not won as customers have to

be deleted from the database.

q

Purchasing Addresses

y Addresses are labeled as bought if possession of them passes to the sold-to party so that they becomepart of the database. Purchased addresses do not have to be deleted from the database.

q

The standard process must include at least the upload, assignment, and business partner creation steps.

All other steps are optional.




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• Create and launch a campaign

You have decided to send out e-mails to promote a special notebook. Thetarget group and the mail form have already been created. Therefore you

now create the campaign, assign all the necessary elements and then start

it.

1-1 Create a campaign.

1-1-1 Start the Marketing Planner.

1-1-2 Create a new campaign with the following entries:

)LHOG 9DOXHV

Identification C/4100-G##

Description Promotion Group##

Planned Start Today

Planned Finish In one week

1-1-3 Enter the campaign details.

%DVLF'DWDtab page:

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Type Product Promotion

&KDQQHO tab page:

)LHOG 9DOXHV

Communication Medium E-mail

Form for E-Mail Z_SAPCRM_PLAIN

E-Mail Address Chris Nelson




6HJPHQWVtab page:

,I\RXDUHZRUNLQJLQ3&8,

Choose the marketing segment 6$3&507**URXS (use the input help in the

6HJPHQW'HVFULSWLRQfield).

Do not forget to save (choose 6DYH).

,I\RXDUHZRUNLQJLQWKH6$3*8,

In the 'HVFULSWLRQfield, select your target group 6$3&507**URXSusing

the input help (F4-help) and add it to your campaign. Do not forget to save your

data.

1-2 Optional: Change Sandra ##Turner’s e-mail address.

1-2-1 If you want to use your own Web address, you can change it as follows:

3&8,

• Use the main search function to search for the name ##Turner. Search

for: Accounts With: Name 1/Last Name ##Turner. Then choose Go To

→ Details

• Choose the $GGUHVVHV tab page

• Change the e-mail address.

• 6DYH your changes.

1-3 Start Campaign Execution and check that it has been executed successfully.

1-3-1 Release your campaign and save your status change.

1-3-2 Start execution without scheduling.

1-3-3 Test the sent e-mail in the SAP GUI (logon data is available from your

instructor).

Go to the Business Workplace (you also can use the short cut CTRL+F12).

Open the ,QER[ You will find the sent mail in your 8QUHDG'RFXPHQWV folder.

You can open the e-mail by double-clicking it.

If you changed the e-mail-address in 1-2, you will, of course, receive the e-mail

in that account.




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instructor.)

Choose 0DUNHWLQJÆ 0DUNHWLQJ3ODQQHU

1-1-2 Create a new campaign with the following entries:

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Identification C/4100-G##


Planned Start Today


1. Choose 1HZ and then select &DPSDLJQ

2. Enter the field values as above.


%DVLF'DWD tab page:

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&KDQQHOtab page:

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E-Mail Address Chris Nelson




6HJPHQWVtab page:

Choose the marketing segment 6$3&507**URXS

(Note: You can search for this by calling the search help in the 6HJPHQW

'HVFULSWLRQfield and entering 6$3&50 Do not forget to save (choose 6DYH).


1-2-1 If you want to use your own Web address, you can change it as follows:

3&8,

1. Use the main search function to search for the name ##Turner. Search

for: Accounts With: Name 1/Last Name ##Turner. Then choose Go To

→ Details.

2. Choose the $GGUHVVHV tab page

3. Change the e-mail address.

4. Save your changes (choose 6DYH).

1-3 Start Campaign Execution and check that it has been completed successfully.

1-3-1 Release your campaign and save your changes to the status.

Choose 0DUNHWLQJ → 0DUNHWLQJ3ODQQHUSelect your campaign. GoTo –

Details.

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status change.


Go to the 6HJPHQWV tab page, choose 7DUJHW*URXSWR&KDQQHO and select the

start date ,PPHGLDWHO\ Confirm your choice by choosing 6FKHGXOH-RE

1-3-3 Test the sent e-mail in the SAP GUI (logon data is available from your course

instructor).

Go to the Business Workplace in the SAP GUI (you also can use the short cut

&75/+)).




in that account.




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1-1-2 Create a new Campaign with these entries:

SAP Menu: 0DUNHWLQJ3URMHFW → 1HZ→ &DPSDLJQ

)LHOG 9DOXHV

Campaign (Identification) C/4100-G##



%DVLF'DWDtab page:

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Planned Start Today


&KDQQHOV tab page:

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E-Mail Address Nelson




6HJPHQWVtab page:

In the 'HVFULSWLRQ field, call the input help by pressing F4 or by choosing the

icon to the right of the field.

The window )LQG0DUNHWLQJ 6HJPHQWV appears:

In the 'HVFULSWLRQ field, enter 6$3&507**URXS(you can enter

6$3&50 * to search).

Choose 6WDUW6HDUFK Choose your target group SAPCRM TG Group## (select it) and transfer it by

choosing &RQWLQXH

Do not forget to save your campaign (choose 6DYH).


1-2-1 If you want to use your own web-address you can change it here:

SAP Menu: 0DVWHU'DWD → %XVLQHVV3DUWQHUV→ 0DLQWDLQ%XVLQHVV3DUWQHU

In the search help of the locator, choose:

)LQG Persons E\ Name

Enter 7XUQHUin the /DVW1DPHfield and start the search (choose 6WDUW ).

Double-click your BP ##Turner to display the details in the workspace.

Make sure you are in the change mode (6ZLWFKEHWZHHQ'LVSOD\DQG&KDQJH

Icon).Go to the $GGUHVV tab page.

- Change the e-mail address.

- Save your changes by choosing 6DYH

1-3 Start Campaign Execution and check that it has been completed successfully.

1-3-1 Release your campaign and save your status change.

Go back to the Marketing Planner and open your campaign:

SAP Menu: 0DUNHWLQJ → 0DUNHWLQJ3ODQQLQJDQG&DPSDLJQ0DQDJHPHQW→ 0DUNHWLQJ3ODQQHU

&KRRVH2SHQChoose WKH&DWHJRU\&DPSDLJQand the 0DUNHWLQJ3URMHFW : &*

OR

Choose /DVWPDUNHWLQJSURMHFWVSURFHVVHG and call your campaign this way.

Make sure you are in the Change mode (Switch between Display and Change

icon).




%DVLF'DWDtab page:

In the 6WDWXV detail area, choose &KDQJH6WDWXV and then 5HOHDVHG

Save the status change (choose 6DYH).


Branch to the 6HJPHQWV tab page and select your assigned target group.

Choose ([WUDV→ 7DUJHW*URXSWR&KDQQHO

$-RE:L]DUGwindow then appears.

Choose -RE&ODVV$+LJK3ULRULW\and 6WDUW'DWH,PPHGLDWH.Save and start the job by choosing 6FKHGXOH-RE

The campaign execution starts automatically. Return to your campaign by

choosing the JUHHQDUURZ (back).

6HJPHQWVtab page:

This contains information from the Job Log.

Test the sent e-mail in the SAP GUI (logon data is available from your

instructor).

Go to the Business Workplace in the SAP GUI (you also can use the keyboard

short cut CTRL+F12).




in that account.




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u

As a customer targeted in the marketing campaign, you receive an e-mail with a link to a Business-to-

Consumer (B2C) Web shop. You enter the Web shop, navigate through the catalog, select a product,

examine related items for that product (cross-selling), and finally place an order.

u

In addition to our scenario, take the role of a purchaser for a company. Make a purchase in a Business-

to-Business (B2B) Web shop, navigate through the Web shop, and order for your company. You search

for solutions in the solution database.




© SAP AG 2004

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u

mySAP CRM provides an E-Commerce platform to turn the Internet into a profitable sales and

interaction channel. This platform combines sales, service, and marketing functions. Furthermore,

analyses are available to check and improve the performance of this interaction channel.

u

This chapter focuses on the Web shop functions of mySAP CRM E-Commerce.




© SAP AG 2004


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With P\6$3&50(&RPPHUFH SAP delivers an interaction channel between your company and the

customer based on Web transactions. With mySAP CRM E-Commerce the focus is (in contrast to

Channel Management) on the direct transactions between you and your customers. (Without the help of

partners as in Channel Management.)

u

mySAP CRM E-commerce enables companies to turn the Internet into a profitable sales and interaction

channel for both business customers and consumers. Companies can empower customers with a

personalized Web experience and convenient self-service facilities. In addition, companies can

strengthen sales and service operations with a fully integrated Web channel while reducing transaction

costs and customer service calls. The E-Commerce applications extend across the entire company,encompassing sales, service, and marketing interactions, as well as analytical methods. Therefore,

mySAP CRM E-Commerce enables the complete customer process to run on the Web – from pre-sales

to sales to after-sales support.

u

Customers can deploy the E-Commerce capabilities of mySAP CRM within the mySAP™ Enterprise

Portal to provide each customer with a single point of entry to all relevant business transactions and

information.




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With e-selling, companies can:

y Construct a business-to-business (B2B) or business-to-consumer (B2C) selling scenario

y Provide customers with personalized, interactive, and easy-to-use sales and self-service facilities over

the Internet

y Carry out the complete sales process on the Internetu

4XRWDWLRQDQG2UGHU0DQDJHPHQW Enables Web customers to obtain quotations and place orders for

products and services, obtain real-time product availability information, and track each order through the

order management process – from manufacturing through distribution to service.u

6KRSSLQJ%DVNHW0DQDJHPHQW Provides full support for customizable, configurable products, displays

personalized pricing, offers cross and up-selling recommendations, provides real-time productavailability information, and provides a consistent interface for all ordering processes.

u

3ULFH0DQDJHPHQW Enables companies to provide online pricing tailored to each customer based on the

type of customer, product, customer-specific pricing, contracts, or specific quotations. Companies

establish pricing rules, processes and data centrally and then deploy them across all selling channels.u

,QWHUDFWLYH6HOOLQJDQG&RQILJXUDWLRQ Helps customers to choose the products and services that best

meet their business needs. Multimedia content, guided selling, configuration advice, and real-time

pricing and availability empower customers with all of the information that they need to make an online

purchasing decision without human intervention.u

&ROODERUDWLYH6HOOLQJ Channel Commerce allows companies to incorporate partners into their E-

Commerce strategy and enables collaborative selling across organizational boundaries. This topic will

be discussed in more detail in &KDQQHO0DQDJHPHQW




© SAP AG 2004

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u

SAP delivers two Web shop scenarios to build up a business-to-business (B2B) or business-to-consumer

(B2C) selling scenariou

The benefits of e-selling for your company and for your customers are:

y For your company:

Complete integration of the CRM and fulfillment system avoids costly interfaces and leverages

existing IT investments

Increased sales volume through integrated marketing features

Fewer errors when accepting and fulfilling orders Lower transaction costs

Fewer customer service calls

y For your customers:

Convenient buying and reliable fulfillment

Fast and easy buying decisions by getting up-to-date information about products, prices, and

availability

Customized products

Real-time order tracking

Increased customer satisfaction




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With E-Service companies can …

y Reduce call center volumes and customer support -> Employees focus on value-adding activities

y Reduce transaction costs of service by supporting self-service access for customers

y Improve customer convenience and satisfactionu

.QRZOHGJH0DQDJHPHQW Enables customers to research and resolve their own service problems

without involving customer-service representatives. Customers can browse Frequently Asked Questions

(FAQs) linked to specific products or search for answers using natural languageu

5HTXHVW0DQDJHPHQW Provides Internet customers with a tool to create and update service requests,

and to check their status. Customers can use this to select the most convenient appointment time for a

field service visit.u

/LYH&XVWRPHU6XSSRUW Allows organizations to provide immediate assistance to customers using the

Web site. Customers can choose to chat, co-browse, e-mail or submit a call-back request.u

&XVWRPHU6HOI6HUYLFH Provides customers with self-service for customer information and maintenance

tools. Customers can register for user accounts and update their personal account information.u

,QVWDOOHG%DVH0DQDJHPHQW Enables online customers to manage their current portfolios of purchased

products. Customers can also initiate service requests for selected products or installations through

complete, personalized views of their purchases.u

&RPSODLQWVDQG5HWXUQV Allows customers to create, maintain, and track their own complaints and

returns.u

%LOOLQJDQG3D\PHQW Provides customers with online access to account status – including invoices,

contracts, rebates, and billing status. Customers can also pay invoices online.




© SAP AG 2004

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u

As in the e-selling section, mySAP CRM enables you to build up a business-to-business (B2B) and/or

business-to-consumer (B2C) scenario for your e-service.

u

The benefits of e-selling for your company and for your customer are:

y For your company:

- Leverage an organization’s existing infrastructure investments in mySAP

- Gain better insight into customer base (purchased products and installation details)

-

Lower cost of providing service- Improve customer satisfaction and increase customer loyalty

y For your customers:

- Easy access to information and service processes

- Immediate, personalized service

- Convenient, 24x7 access




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&DWDORJ0DQDJHPHQW Provides a product catalog that contains product descriptions, multimedia

objects, pricing, and other documents. The catalog enables customer access to up-to-date and

personalized product and availability information over the Internet.

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&RQWHQW0DQDJHPHQW Supports personalized content for customers in the customer portal. Supports

both structured and unstructured content and allows customers to subscribe to topics of interest to tailor

their own content.

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3HUVRQDOL]DWLRQ Allows organizations to dynamically personalize their customers’ Internet experiences.

Web experiences and content are tailored based on company-defined criteria: for example, customer’s

previous purchases, orders, and predefined buying preferences.

u

&DPSDLJQ0DQDJHPHQW Enables organizations to control and manage the E-Marketing campaign

process including design, execution, coordination, optimization, and monitoring. Companies can create

targeted, personalized Web and e-mail marketing campaigns and monitor profitability.

u

&XVWRPHU6HJPHQWDWLRQ Allows organizations to manage target groups of customers with common

interests or characteristics for more effective marketing. Customer segmentation can occur based on

company-defined criteria, including stated preferences in a Web survey, click stream behavior and past

purchases.




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(&RPPHUFHZLWK6$35(SAP Internet Sales [R/3 Edition]) enables companies to turn the Internet

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management from SAP R/3 SD).

u

Enhancements by upgrading from (&RPPHUFHZLWK6$35 to (&RPPHUFHZLWK6$3&50 include:

y Marketing & personalization

(including cross/up selling, related accessories, bestseller lists)

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u

Channel Management will be discussed again in &KDQQHO0DQDJHPHQW




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• Create an order in the Business-to-Consumer (B2C) Web shop

In the first step, you navigate through a Business-to-Consumer (B2C)Web shop as a customer and create an order. Then you repeat thisprocedure in a Business-to-Business (B2B) Web shop.

1-1 Start the B2C Web shop scenario.

Access the Web shop by following the link in your e-mail (or follow the instructions

given by your course instructor).

Select the Web shop 3&<28B'86 (or the one given to you by your courseinstructor).

Are special offers displayed in the shop?

__________________________________________________________________

__________________________________________________________________

1-2 Add one piece of Notebook Professional 15 (HT-1010) to the shopping basket. Also

search for the Easy Hand V (HT-1021) handheld and add it to the shopping basket.

Then navigate to the shopping basket. Add suitable accessories for your notebook

(such as a leather bag) to the shopping basket.




1-3 Go to the checkout and log on. The e-mail address for Sandra ##Turner is:

&507(67#6$3,'(6&20 and the password is ZHOFRPH

(Enter your group number instead of ##).

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• If the logon does not work, register in the Web shop again and note the e-mailaddress and password that you entered.

E-mail address:

Password:

1-4 Follow the procedure and order the shopping basket. Check the print version of the

order and note the order number.

Purchase Order Number: ___________________________

1-5 Check the status of this order.

__________________________________________________________________

1-6 Are any personal product recommendations displayed for you?

Path: +RPH→ 3HUVRQDO3URGXFW5HFRPPHQGDWLRQV

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1-7 Enter your profile and save.





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• Create an order in the Business-to-Business (B2C) Web shop

Now you navigate through a Business-to-Business (B2B) Web shop as acontact person for a registered customer (enterprise) and order 10

notebooks.

2-1 Logon to the Web shop of the B2B scenarios with:

User:

Password: ZHOFRPH

Select the PC4BIZ_DUS Web shop (or the Web shop your course instructor gives

you).

2-2 What transactions can you search for in the Web shop?

__________________________________________________________________

__________________________________________________________________

2-3 What two options do you have for creating an order in the B2B scenario?

__________________________________________________________________

__________________________________________________________________

2-4 Use the fast order entry (without navigating through the catalog) to create an order for

10 Notebook Professional 15 (HT-1010) items.

Enter the 'HVFULSWLRQ1RWHERRNV*U (## stands for your group number)

Order the shopping basket and note the order number.





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1-1 Start the B2C Web shop scenario.

Use the link in your e-mail to the Web shop.

Select the 3&<28B'86 shop (or the one your course instructor gives you).

Are special offers displayed in the shop?

Yes, there are current offers (such as HT-1010, HT-1036, HT-1040) displayed in theWeb shop.

1-2 Add one Notebook Professional 15 (HT-1010) item to the shopping basket. Also search

for the handheld Easy Hand V (HT-1021) and add it to the shopping basket.

Then navigate to the [Shopping Basket]. Add suitable accessories for your notebook

(such as a leather bag) to the shopping basket.

You can select the notebook from the special offers. You can find the handheld device

using either the search field (search for product) or the navigation in the catalog

(Computer → Handhelds). The leather bag is shown as an accessory in the shopping

basket.

1-3 *R7R&KHFNRXW and log on. The e-mail address for Sandra ##Turner is:

&507(67#6$3,'(6&20 and the password is ZHOFRPH

(Enter your group number instead of ##)

1RWH

• If you changed your e-mail address in the Marketing chapter, use this addressinstead of the SAPIDES address.

• If the logon does not work, register in the Web shop again and note the e-mailaddress and password that you entered. You must enter a valid address.

E-mail address:




Password:

1-4 Follow the procedure and order the shopping basket. Select the Invoice payment

method, Continue and accept (select) the General Terms and Conditions. Close the

order transaction by ordering (choose Order). 'LVSOD\SULQWYHUVLRQRIRUGHUand note

the order number.


1-5 Check the status of this order

Path: 0\$FFRXQW→ 0\2UGHUV→ 2SHQ2UGHUV

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1-6 Are any personal product recommendations displayed for you?

Path: +RPH→ *HW3HUVRQDOL]HG5HFRPPHQGDWLRQV

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and this profile must match a target group that was created for the productrecommendations.

1-7 Enter your profile and save.

Path: 0\$FFRXQW→ 3HUVRQDO'HWDLOV→ 0\3URILOH





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2-1 Logon to the Web shop of the B2B scenarios with:

User:

Password: ZHOFRPH

Select the PC4BIZ_DUS Web shop (or the one your training instructor gives you).

2-2 What transactions can you search for in the Web shop?

Orders, quotations, contracts

2-3 Which two options do you have for creating an order in the B2B scenario?

a) You can navigate through the product catalog similar to the B2C scenario

b) You can skip the catalog by using the fast order entry in the 1HZWUDQVDFWLRQ step.

2-4 Use the fast order entry (without navigating through the catalog) to create an order for

10 Notebook Professional 15 (HT-1010) items.Path: Choose 0\7UDQVDFWLRQV and then follow the link &UHDWH1HZ2UGHU. Enter in

the 4XDQWLW\ field and +7 in the 3URGXFWfield.

Enter the 'HVFULSWLRQ1RWHERRNV*U (## stands for your group number).

2UGHU the shopping basket and note the order number.




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Our company also explores an indirect sales channel. As the Channel Manager, you access the Channel

Manager Portal, create leads, and dispatch them to partners.

u

As a partner, you access the Partner Portal, accept and qualify leads, and start the lead-to-order process.




© SAP AG 2004


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With P\6$3&50&KDQQHO0DQDJHPHQWSAP provides a fourth interaction channel between your

company and your customers, in addition to your sales employees (field sales force), call center

(Interaction Center), and your Web shop (E-Commerce), for example. Channel Management focuses on

the indirect sales, which is achieved with the help of your organization’s partners.

u

To deliver a full channel solution, mySAP CRM Channel Management leverages SAP’s core strengths

of:

y E-Commerce: extends E-Commerce capabilities to partners

y Traditional CRM: extends CRM Sales, Service, and Marketing functions to partners, while being

closely integrated with direct processesy Partner Relationship Management (PRM): enables relationship management processes and

collaboration between brand owners and their channel partners




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industries.

Companies can drastically lower their cost of sales and service by leveraging channel partners. Since brand owners

do not employee partners or pay for their operations, the transaction costs for brand owners are much lower.

([DPSOHVof channel structures:

High tech:

Manufacturers sell to distributors, original equipment manufacturers (OEMs), or large retailers. Distributors, in

turn, sell to resellers or retailers. With a multi-level channel, manufacturers cannot inspect the businesses of end

customers or even partners.

Automotive

Manufacturers or OEMs sell through dealers, independent dealers, and importers who, in turn, sell to end

customers and provide services for them. Independent service centers also provide services to end customers.

Telecommunications

Telecommunications companies sell products and manage contracts through independent dealers and branches

who, in turn, sell to end consumers and businesses and provide services for them.




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The &KDQQHO0DQDJHU3RUWDO is used by the brand owner’s employees.

u

The Channel Manager Portal is the personalized, single point of entry used to manage channel partner

relationships and channel partners, collaborate with channel partners, optimize channel operations, and

monitor and analyze channel sales, service, and marketing performance.

u

The channel manager is responsible for managing the partner base. Tasks include:

y Planning transactions over indirect channels

y Analyzing partner offerings and partner portfolios

y

Procuring and introducing new partnersy Forwarding leads to appropriate partners

y Monitoring subsequent transactions for leads

y Monitoring and analyzing transactions over indirect channels

y Selecting and creating content for partners

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The &KDQQHO0DQDJHU3RUWDO enables channel managers to manage partner relationships, collaborate

with channel partners, and optimize channel operations.

u

Worksets within the portal support the channel manager:

y +RPH

This workset contains current and critical information that a channel manager needs at the very

beginning of the working day. This includes alerts or new applications from prospective partners.

y 3DUWQHU$FFRXQW0DQDJHPHQW

The channel manager can display detailed information about a partner, use partners or partner

segmentation to create specific subsets of partners, or access details about customers (accounts andcontacts) and the interactions between customers and partners.

y 6DOHV&\FOH

This deals with the presales and sales aspects of the indirect channel. This means managing leads and

activities, and analyzing transactions for quotations and orders.

y …




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The 3DUWQHU3RUWDOserves as a user interface for employees and partners (partners are companies that,

for example, sell products for the brand owner and/or provide related services for the end-customer).

u

The Partner Portal delivers a personalized, single point of entry to contact customers who are interested

in the brand owner and the brand owners’ products. Partners are provided with the tools and information

to more effectively sell to and do business with end customers. The Partner Portal supports self-service,

relevant information, content, transactions, and analyses for partners.

u

In general, two groups of employees access the Partner Portal:

y 3DUWQHU0DQDJHUV

A partner manager is responsible for marketing, sales and service of the brand owner’s products andservices at the partner company. Responsibilities include managing leads and orders. The partner

manager requires access to up-to-date information and analyses, and manages the customer

relationship together with the brand owner.

y 3DUWQHU(PSOR\HHV

A partner employee reports to the partner manager and focuses on daily business processes such as

qualifying leads, accepting stock replenishment orders for customers, providing order statuses to

customers, and finding solutions or logging service requirements for any problems encountered by end

customers.




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following worksets are delivered by SAP:

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Provides an overview of transactions between partners and brand owners and between partners and

customers. It contains information such as new leads for the partner received from the brand owner.

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Allows partners to access product information and various associated documents, and also to order

related products for customers

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and activities, and analyzing transactions in the presales area.

y …




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&KDQQHO&RPPHUFH is a functional area of mySAP CRM Channel Management that enables your

company to:

y Incorporate channel partners into E-Commerce processes

y Provide channel partners with an E-Commerce platform to process customer sales

y Facilitate a single, consistent face to the customer over the Internet

y Collaborate with your partners to develop and maintain end-customer relationships

u

Examples:

y &ROODERUDWLYH6KRZURRPThe Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales

and marketing of products and services. The customer has a single point of access to search for and

purchase products from the entire partner network.

y 'LVWULEXWHG2UGHU0DQDJHPHQW

The Distributed Order Management function of mySAP CRM allows brand owners to distribute

orders to partners for fulfillment.




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• As the Channel Manager, create a lead in the Channel Manager Portal

• Transfer the lead to the appropriate partner

Eric Luckins is Channel Manager at the PC manufacturer PC4You. Eric

has been informed that the customer Media Store is interested in 10 PCs.He wants to pass on this information as a lead to his sales partner ED

Systems.

So Eric creates a transaction of the Lead type within the portal. The leadcontains all the important information on this business matter.

Then Eric forwards this lead to the partner ED Systems, who then contact

the customer and further qualify the lead.

1 &KDQQHO0DQDJHU3RUWDO

1-1 In People-Centric UI, log onto the Channel Manager Portal as Eric Luckins.

User: (provided by the course instructor)

Password: ZHOFRPH

1-2 Check whether :HOFRPH(ULF/XFNLQV appears in the portal.

__________________________________________________________________

1-3 Create a lead.

Path: 6DOHV&\FOH→ /HDGV

• Create a lead with the transaction type /HDG 3DUWQHU3RUWDO (transaction typeLDPO).

• Enter the 'HVFULSWLRQ /HDGIRU*URXS(## stands for your group number).

• Enter the 6DOHV3URVSHFW0HGLD6WRUH(partner ID 3271).

• Enter 10 items of the product HT-1000.

•

Save the lead document.




1-4 What is the transaction number (transaction ID) and the current status of the lead that

you just created?

Note: The transaction ID is shown on the Details document. The current status of the

lead is shown on the /LVW display form.

__________________________________________________________________

1-5 Forward the lead to the ('6\VWHPVpartner(partner ID 300864).

Note: Distribution should take place 0DQXDO([WHUQDO .

1-6 What is the current status of the lead now?

__________________________________________________________________

1-7 You have sent the lead to ED Systems and you now want to know who the contactpersons for ED Systems are. Who is the Partner Manager at Ed Systems?

Tip: Check the details for Partner ED Systems in 3DUWQHUDQG$FFRXQW0DQDJHPHQW

__________________________________________________________________

1-8 Log off the portal of Channel Manger Eric Luckins.




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• In the role of a PC4YOU partner, accept the lead

Logan White is the sales representative at ED Systems, the reseller of

PCs from PC4YOU.

Logan White logs on directly to the partner portal of PC4YOU. There he

finds all the necessary information, including the lead previously createdby Eric Luckins and forwarded to ED Systems.

3DUWQHU3RUWDO

2-1 In the People-Centric UI, use the following link to log onto the Partner Manager Portal

as Logan White:

User: (provided by your course instructor)

Password: ZHOFRPH

2-2 Check whether :HOFRPH/RJDQ:KLWH appears in the portal.

2-3 In the Workflow Inbox, look for the lead you just created and sent (lead for group ##)

Note: Choose +RPH→ 2YHUYLHZ

Screen Area: :RUNIORZ,QER[

Use the creation date to search for the lead (note: Enter the date in the format

MM/DD/YYYY). Select the lead for your group only (lead for group ##). You may

have to navigate to the next screen to find this.

2-4 Read the description and branch to the details for the lead. To get to the details, you

scroll to the end of the Workflow Inbox, to the Included Objects area of the screen,from which you can branch to the lead.

2-5 Go back to the Workflow Inbox and accept the lead.






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• In the role of an end customer, place an order in the Web shop and

select the partner(s) you want to deliver the products

Within the collaborative showroom scenario, a Web shop order is

assigned to a partner. The partner then performs the rest of the orderprocessing.

• Enter the Web shop as a consumer.

• Fill the Web shop shopping basket and select a suitable partner.

• Order the content of the shopping basket.


3-1 Enter the Collaborative Showroom via the following URL:

The URL for the Collaborative Showroom is available from your course instructor.

3-2 Browse through the shop catalog and buy the following two products.

Add these to your shopping basket:

• HT-1001 (Notebook Basic 17)

• HT-1055 (Multi Print)

3-3 Navigate to the shopping basket.

3-4 Search for a partner who is processing the order and choose the organization (XUR&R

3-5 Check the availability/prices of the desired items for the desired partner. Whichproduct is not available in the range of the company EuroCo?

__________________________________________________________________

3-6 Is this product available from other enterprises? Choose the organization that can

provide the product at the earliest date.

__________________________________________________________________

Select /LPH&RPSXWHUVfor the product HT-1055 so that different partners process the

two order items.




3-7 Order the content of the shopping basket.

For the registration you use the e-mail address of Sandra ##Turner CRM-

##[email protected] (## stands for your group number) with the

password ZHOFRPH, or you use the e-mail address that you entered in Unit 5(exercise 3-1).

3-8 Perform the order transaction for each of the partners.

Select the ,QYRLFH payment method and accept the *HQHUDO7HUPVDQG&RQGLWLRQV.Close the order transaction by ordering.

3-9 Check the order confirmation and note the two order numbers.

__________________________________________________________________

3-10 Switch to 0\$FFRXQW and check the order status of both orders.

__________________________________________________________________

3-11 Log off.




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1-1 In the People-Centric UI, use the following link to log onto the Channel Manager

Portal as Eric Luckins:


Password: ZHOFRPH

1-2 Check whether :HOFRPH(ULF/XFNLQV appears in the portal.

1-3 Create a lead.

Path: 6DOHV&\FOH→ /HDGV

• Create a lead with the transaction type /HDG3DUWQHU3RUWDOWUDQVDFWLRQW\SH /'327RGRWKLVFKRRVH1HZ→ /HDG3DUWQHU3RUWDO

• Enter the 'HVFULSWLRQ/HDGIRU*URXS(## stands for your group

number).

• Enter the 6DOHV3URVSHFWMedia Store(partner ID 3271).

Use the input help and search for the sales prospect 0HGLD6WRUH(partner ID 3271)

by entering 0HGLDin the 1DPH/DVW1DPH field. Choose *Rto start the search

and then select and transfer the search result to your document.

• Enter 10 items of the product HT-1000.

On the 3URGXFWVtab page, choose $GG(QWU\and enter +7(Notebook Basic

15) in the 3URGXFW field and in the 4XDQWLW\field.

• Save the lead you created by choosing 6DYH




1-4 What is the transaction number (transaction ID) and the current status of the lead that

you just created?

Note: The transaction ID is shown on the Details document. The current status of the

lead is shown on the /LVW display form.

On the 'HWDLOV tab page in the 7UDQVDFWLRQ,'field, the current transaction number is

shown or can be displayed as an information message.

The current status of the lead is shown on the /LVWdisplay form. Choose *R7RÆ /LVW

The status 2SHQcan be seen in the 6WDWXVfield.

1-5 Forward the lead to the ('6\VWHPV partner (partner ID 300864).

Note: Distribution should be 0DQXDO([WHUQDO . Do not forget to VDYHyour document

again.

You must have selected the list display form. Choose 'LVWULEXWHChoose the 0RGH 0DQXDO([WHUQDOand use the input help in the 3DUWQHU,'field to search for ('

6\VWHPV(partner ID 300864). You can find this by entering ('in the 1DPH/DVW

1DPHfield. Choose *Rto start the search, then select and transfer the search result.

To copy the distribution data to the document, choose &RQILUPand save the document

by choosing 6DYH

1-6 What is the current status of the lead now?6WDWXVILHOG'LVSDWFKHGWR3DUWQHU

1-7 You have sent the lead to ED Systems and now you want to know what contact persons

there are for ED Systems. Who is the Partner Manager at ED Systems?

Tip: Check the details for Partner ED Systems in 3DUWQHUDQG$FFRXQW0DQDJHPHQW

3DUWQHUDQG$FFRXQW0DQDJHPHQW→ 3DUWQHUV

Choose the )DYRULWHVview

RUXVH6KRZ$GYDQFHG6HDUFKWRILQG('6\VWHPVE\HQWHULQJ (' LQWKH1DPH/DVW

1DPHfield.

Choose ('Systems and choose the detailed view (*R7RÆ 'HWDLOV).The

5HODWLRQVKLSVtab page contains the contact partners for ED systems. They are DianeDrake and Logan White. Logan White is the Partner Manager.

1-8 Log off the portal of Channel Manger Eric Luckins.





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2-1 In the People-Centric UI, use the following link to log onto the Partner Manager Portal

as Logan White:


Password: ZHOFRPH

2-2 Check whether :HOFRPH/RJDQ:KLWH appears in the portal.

2-3 In the Workflow Inbox, look for the lead you just created and sent ( /HDGIRU*URXS)



Use the creation date to search for the lead (note: Enter the date in the format

MM/DD/YYYY).

Select the lead for your group only (Lead for Group ##). You may have to navigate tothe next screen to find this.

Choose +RPH→ 2YHUYLHZ


Use the creation date to find the lead. Select Creation Date from the Get dropdown box

and enter the date. You must enter this in the format MM/DD/YYYY.

2-4 Read the description and branch to the details for the lead. To get to the details, you

scroll to the end of the Workflow Inbox, to the Included Objects area of the screen,

from which you can branch to the lead.

Choose the object name /HDGIRU*URXSDetails of the lead are then displayed byhyperlink in the summarized display format. If you want to display the details, choose

*R7RÆ 'HWDLOV

2-5 Go back to the Workflow Inbox and accept the lead



The lead you created in exercise 1 is displayed. Accept the lead by choosing $FFHSW:RUN,WHPand confirm your decision by choosing &RQILUP'HFLVLRQ




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3-1 Enter the Collaborative Showroom using the following URL:

The URL for the Collaborative Showroom is available from your course instructor.

3-2 Browse through the shop catalog and add the following two products to the shopping

basket:• HT-1001 (Notebook Professional 17)

• HT-1055 (Multi Print)

Choose $GGWR6KRSSLQJ%DVNHW

3-3 Navigate to the>6KRSSLQJ%DVNHW@.

3-4 Search for a partner who is processing the order and CKRRVHthe organization (XUR&R

Choose 6WRUH/RFDWRUand search by choosing $//

3-5 Check the availability/prices of the desired items for the desired partner. Which

product is not available in the range of the company EuroCo?

+7LVQRWSDUWRI(XUR&R¶VSDUWQHUSURGXFWUDQJH

3-6 Is this product available from other enterprises? Choose the organization that can

provide the product at the earliest date.

Yes, it is available from other organizations. To determine this, choose )LQGDQHZ SDUWQHUIRUWKLVLWHPfrom the HT-1055 product line. On the next screen you see that

the companies /LPH&RPSXWHUVand3DFLILFTechnology can deliver this product. Lime Computers can deliver the product HT-1055 faster

&KRRVH /LPH&RPSXWHUVfor the product HT-1055 so that different partners process the

two order items.




3-7 Order the content of the shopping basket.

To place an order, you have to log onto the Web shop. Choose /RJRQ

For the registration you use the e-mail address of Sandra ##Turner CRM-

##[email protected] (## stands for your group number) with thepassword ZHOFRPH, or you use the e-mail address that you entered in Unit 5

(exercise 3-1).

Select *R7R&KHFNRXW (to place the order).

3-8 Perform the order transaction for each of the partners.

Select the ,QYRLFHpayment method, &RQWLQXH, and accept (select) the *HQHUDO7HUPVDQG&RQGLWLRQV. Close the order transaction by ordering (choose 2UGHU ).

3-9 Check the order confirmation and note the two order numbers.

Order numbers:

3-10 Switch to 0\$FFRXQW and check the order status of both orders.

The status for both orders is 2SHQSelect 0\2UGHUV

3-11 Log off.




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X Y a c d f g c p q r s c t u g c t c t c w c t a Y x g y a c t u

As a sales representative for your company, you use the various tools for your accounts: You create an

opportunity after having visited a customer, perform customer-related activities, and finally turn the

opportunity into a quotation.

As an employee responsible for shipment, you use the SAP ERP system to complete the delivery of

orders placed using the various channels, such as the E-Commerce Web shop.




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Closed-loop Interaction Cycle: Provides companies with an insight into the entire customer life cycle –

from the moment a lead is identified, to planning necessary tasks and activities, providing a quotation,

entering an order, and finalizing and managing the billing cycle and fulfillment process.

360 Degree Visibility: mySAP CRM delivers an unrivalled, comprehensive view of each sales

opportunity by providing complete information about prospects, customer histories, milestones, key

decision-makers, tasks, activities, and progress.

Multi-Channel Optimization: Gives sales team members (regardless of their role or location), partners,

and customers immediate access to all critical information ensuring an integrated and consistent

experience regardless of the channel used.

Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility of

critical back-office information for optimized front-office transactions.




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Key Account and Contact Management functions of mySAP CRM include:

y Quick access to key account information, including overviews of critical relationships, sales

documents such as quotations and contracts, and complete customer interaction histories including

inbound and outbound calls, e-mail exchanges, written correspondence, on-site visits, meetings, and

presentations.

y A customizable fact sheet that provides important Key Performance Indicators (KPIs)

Linking master data processing and integrating transaction data in Account Management provides an

ideal basis for preparing targeted and customer-oriented visits.

An employee application in People-Centric CRM is shipped with mySAP CRM, which allows you to

search for employees and to edit employee data. This application is specially designed to show an

organization’s data about an employee (business partner of the type 3HUVRQ) and also integrates

information such as an account overview (that is, the accounts for which the employee is responsible).

Account and Contract Management is particularly useful for sales employees or mangers who work with

the system only occasionally to prepare or postprocess their customer visits.




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Activities can be divided into interactions (with reference to a business partner) and tasks.

Key Activity Management functions of mySAP CRM include:

y Ability to schedule and manage simple and complex tasks

y Ability to define and access customer activities, including all communication transactions, such as

appointments, dates, telephone calls, e-mails, letters, and meetings

y Seamless integration into all business transactions allowing basic functions to be used in each phase of

the CRM process and sales cycle

y An activity journal to record, update, and track critical customer information gathered from each

customer interaction, including feedback on requirements, products, and services discussed.

y Ability to integrate many different areas of data and create surveys. For example, pharmaceutical

companies could use such surveys to track the batch and product numbers of free samples offered

during customer visits. Retailers, on the other hand, could record the costs of campaigns and other

details.

y Two-way synchronization of mySAP CRM activities and calendars with Microsoft Outlook or Lotus

Notes, ensuring that sales employees can view their CRM calendars in third-party solutions as well.

y Tour planning and activity scheduling can be used to select business partners and create activity

proposals for them, which are immediately shown in the calendar.




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You can integrate SAP CRM Activity Management with groupware applications (such as Microsoft

Outlook and Lotus Notes) to synchronize contacts and tasks in your SAP CRM calendar with your own

groupware calendar. Data is exchanged in both directions, enabling you to call up activities and data

(such as date, time, location and business partners involved) in your own office management system that

you originally entered in the SAP CRM system (and vice versa). This allows you to work more quickly

and effectively because you do not have to constantly refer to your CRM calendar or groupware calendar

to check appointments and tasks.

SAP CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook)

and Lotus Domino (Lotus notes), Release 5.0.3+.

When you create or change an activity (contact or task) in SAP CRM Activity Management, it is saved

in the database as a Messaging Business Document (Bdoc) and sent to Middleware. Middleware calls

adapters and sends the activity to the map box. It is then converted to iCalendar format so that it is

compatible with the groupware applications.

Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged

automatically in the background without having to be triggered by the user.




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An opportunity is a recognized possibility for a company, for example, to sell products or services. The

opportunity allows you to view sales projects from the very start and track their progress.

An opportunity goes through a sales cycle that is divided into various SKDVHV In each phase, different

activities are carried out. The sales process ends with a sales order, contract, or rejection.

With the Opportunity Management functions of mySAP CRM, sales employees can easily:

y Plan sales strategies

y Assign and manage critical tasks and activities

y Identify key decision makers, influencers, and relationships

y Monitor competitors

y Promote team selling and sales coaching

y Predict revenue

y Create opportunity hierarchies to link related sales opportunities and projects

y Manage complex sales projects more effectively by seamlessly integrating project and resource

management capabilities




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Key elements and functions of sales methodology in mySAP CRM include:

y A sales assistant feature, which companies can use to guide sales employees through a structured sales

process. This function also supports sales employees in planning their sales activities. With the help of

the sales assistant feature, companies can manage and monitor all sales opportunity activities and

provide sales representatives with recommended activities and tasks to complete during each phase of

the sales process.

y A buying center, where users can enter information on people involved in customers’ decision-making

processes, including endorsers, decision makers, users, assessors, and coaches.

y An opportunity assessment tool, which provides sale representatives with checklists with which they

can qualify projects and determine the probability of closing sales.

y An opportunity plan, which provides a complete view into the current status and details of an

opportunity.




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Basic elements and functions in Quotation Management include:

y ,QIRUPDWLRQDERXW([LVWLQJ4XRWDWLRQWhen you create a new sales order, the system checks

whether valid quotations for the customer and the products already exist. If there is only one

quotation, the system can immediately assign it to the sales order. Alternatively, it can display a list of

all relevant quotations.

y 9DOLGLW\ Can be determined manually or by using a date profile at header and/or item level

y &RPSOHWLRQ A quotation is completed if the validity period expires (action), if the customer rejects it,

or if its status is changed (for example, if the quotation is accepted).

y 6DOHV3UREDELOLW\ Determines how likely it is that a sales order will be initiated on the basis of the

quotation. This is used to forecast sales (expected revenue).

y $OWHUQDWLYH,WHPV Items can be combined into groups. Only one item of the group can be transferred

to an order.

y $73&KHFN Calculated according to quotation-specific ATP profile

y $FWLRQV Generate actions (for example, e-mails, workflows or follow-up documents) from

application data in accordance with an action definition.

y 'LVWULEXWLRQQuotations that are created in SAP CRM can be transferred to SAP ERP. These

quotations can then be converted into orders in SAP ERP but not in SAP CRM. Quotations managed

in SAP ERP are distributed to SAP CRM for information purposes. An error-free quotation created in

SAP CRM is copied to SAP CRM Mobile Sales. A quotation created in SAP CRM Mobile Sales is

copied to SAP CRM.




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Important functions in Customer Order Management include:

y ([HFXWLRQRI&UHGLW&KHFN The SAP CRM system uses a Remote Function Call (RFC) to call SAP

ERP or another system in which the credit check is performed. SAP CRM displays the overall credit

status in the header, sets the credit status at item level, and enters corresponding messages in the

application log. If the credit limit has been exceeded, further processing is prevented by the status

"Credit Limit not OK".

y 8VHRI3D\PHQW&DUGVYou can define payment card data in the Business Partner master data and

then easily enter it in the sales document. In a sales transaction for which payment is made with a

payment card, the system carries out an authorization check with a clearing house. The settlement withthe clearing house is executed in the ERP system.

y $YDLODELOLW\&KHFN The following options are supported:

the availability check of products in SAP SCM; the rule-based availability check in SAP SCM; the

availability check in SAP ERP; and product availability information in SAP SCM or SAP ERP.

y 3URGXFW/LVWLQJDQG([FOXVLRQ335V A partner/product range (PPR) is a combination of business

partners and products that is valid in predefined scenarios for a specific time.

y ([SORVLRQRI6WUXFWXUHG3URGXFWV Single-level explosion of structured products in sales transactions




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Important elements of contracts include:

y $XWKRUL]HG3DUWQHUV business partners, other than the original sold-to party, who may release

products from a contract. You can create a list of individual, authorized partners, enter one or more

group hierarchies, or use a combination of both.

y 3ULFLQJ$JUHHPHQWV Can be defined at header or item level

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Integration of contracts between SAP ERP and SAP CRM:

y Contracts usually apply on a long-term basis. Customers who want to use SAP CRM as their main

contract management system can transfer contracts from the SAP ERP system to the SAP CRM

system.

- You can execute an initial data transfer to replicate all existing SAP ERP contracts to SAP CRM.

- New or changed contracts are then transferred automatically from the ERP system to the CRM

system.

- In this way you can display contracts from SAP ERP in the SAP CRM system and release products

from these contracts.

- Contracts are continually updated with the correct released quantities or values in both systems




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Even transactions with errors can be saved in the SAP CRM system and are available for further

processing.

Sales orders can be transferred to the SAP ERP system only if they have been processed completely and

without error.

From the distribution status of the transaction in the SAP CRM system, you can see whether the

transaction is relevant for distribution and, if so, whether it was successfully distributed to SAP ERP.

Once the delivery has been made in the SAP ERP system, you can check it by viewing the delivery

status of the order in the SAP CRM system.

After successful billing, the relevant billing status is set.




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management application, administration interface, and end-user interface. Planning administrators can

use the application to create complex compensation plans and manage these after implementation. In this

way, organizations can adapt incentive programs quickly and dynamically to the changing conditions of

today’s business environment. Sales staff can easily track their current performance and model potential

commission from their sales pipelines. Being able to project the amount of commission themselves

allows sales staff to identify the opportunities that ensure that both personal goals and corporate

objectives are achieved.

Offers an effective tool for efficient sales administration:y Commission can be calculated at a transaction level (a unique attribute of SAP’s solution).

y Complex calculation schemes and various parameters can be taken into account when calculating

incentives.

y Centralizes processing of data from different operational areas, since Incentive and Commission

Management can centralize all data related to incentive management especially in industries with

multiple and heterogeneous legacy systems.

y Up-to-date visibility of the compensation status at any time, both for the compensated work force

(Sales Manager and Sales Representative) and for management.




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• Create various sales transactions

You have a chance to sell notebooks to a customer and want to use the

sales methodology to create a sales document of the 2SSRUWXQLW\ type.

Later on, you want to convert this opportunity into a quotation.

The quotation is accepted by your customer and results in a follow-up

order.

1-1 Creating various sales transactions:

1-1-1 Use the sales methodology (transaction type 6DOHVPHWKRGRORJ\) to create anopportunity.

Enter the following data:

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Enter the product HT-1010 and the quantity 10.

Press ENTER, save the opportunity, and note the transaction number.

____________________________________________________________

1-1-2 Create a follow-up activity using the Sales Assistant.

Open the opportunity that you just created and choose the 6DOHV$VVLVWDQW tabpage

Mark and activate the action *DWKHU,QIRUPDWLRQRQ&XVWRPHU .

Save the opportunity.

Go to the 'RFXPHQW)ORZtab page. (You have to scroll to the right using the

1H[W3DJHicon to display this tab page.)

Note that there is a task as a follow-up document.




1-2 Create a quotation as a follow-up transaction for the opportunity.

1-2-1 Choose )ROORZ8S$FWLYLW\in the header area of the opportunity.Within the selection, choose 4XRWDWLRQ 2UGHU.

On the ,WHP6HOHFWLRQ tab page, 7UDQVIHU the product to the quotation.

Save the quotationand note the transaction number.

____________________________________________________________



1-2-2 Use the document flow or the status overview to check if the quotation has beentransferred to the ERP system.

___________________________________________________________

1-3 Now create an order as a follow-up transaction for the quotation.

1-3-1 Choose )ROORZ8S$FWLYLW\in the header area of the quotation.

From the dropdown list, choose 6DOHVÆ 7HOHVDOHV

On the ,WHP6HOHFWLRQtab page, Transfer the product to the order.

Save the order and note the transaction number.

____________________________________________________________

1-3-2 Use the document flow or the status overview to check that the order has been

transferred to the ERP system.

___________________________________________________________




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1-1 Creating various sales transactions

1-1-1 Create an opportunity using the sales methodology.

Start the People-Centric UI. Logon information is available from your course

instructor.Choose $FTXLVLWLRQ from the top level of the navigation bar.

On the second navigation level, choose 2SSRUWXQLWLHV.

Choose 1HZ and then select the transaction type 6DOHV0HWKRGRORJ\


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If necessary and if the system requires, choose a sales employee from the dialog

box that appears.

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On the 3URGXFWVtab page, choose $GG (QWU\and enter the following data:

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Open the opportunity that you just created and choose the 6DOHV$VVLVWDQW tab

page

Select and activate (choose $FWLYDWH)the action *DWKHU,QIRUPDWLRQRQ&XVWRPHU




Note that there is a task as a follow-up document.





1-2-1 Choose )ROORZ8S$FWLYLW\in the header area of the opportunity.From the dropdown list, choose &UHDWH4XRWDWLRQ→ 4XRWDWLRQ2UGHU.

On the ,WHP6HOHFWLRQtab page, Transfer the product to the quotation.

Save the quotationand note the transaction number.


1H[W3DJH icon to display this tab page.)

The opportunity appears as a preceding document in the document flow.

1-2-2 Use the document flow or the status overview to check if the quotation has beentransferred to the ERP system.

Answer: No, quotations that were created in SAP CRM are not transferred to

the ERP system by default. There is only one quotation document listed; there

is no replicated quotation which would indicate it had been transferred to ERP


1-3-1 Choose )ROORZ8S$FWLYLW\in the header area of the quotation.

From the dropdown list, choose &UHDWH2UGHUÆ 7HOHVDOHV On the ,WHP6HOHFWLRQtab page, Transfer the product to the order.

Save the order and note the transaction number.

1-3-2 Use the document flow or the status overview to check if the order has been

transferred to the ERP system.

Answer: Yes, the order created in SAP CRM is transferred as a replicated

document to the ERP system and is available there for further logistical

processing (such as delivery, picking, or goods issue).




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1-1 Creating various sales transactions:

1-1-1 Create an opportunity using the sales methodology.

From the SAP Easy Access menu, choose 6DOHV→ 0DLQWDLQ2SSRUWXQLWLHV

From the menu, choose %XVLQHVV7UDQVDFWLRQ→ &UHDWH(or in the Locator

setting, choose &UHDWH7UDQVDFWLRQ) and then choose 2SSRUWXQLW\→ 6DOHV

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If necessary and if the system requires, choose a sales employee from the dialogbox that appears.


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Branch to the 3URGXFWVtab page and enter the following data:

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Open the opportunity that you just created and choose the 6DOHV$VVLVWDQW tab

page

Select and activate the action *DWKHU,QIRUPDWLRQRQ&XVWRPHU and choose

$FWLYDWH$FWLRQ .


Choose 'RFXPHQW)ORZ





1-2-1 Choose &UHDWH)ROORZ8S7UDQVDFWLRQand choose 6DOHV→ 4XRWDWLRQ

2UGHU

On the ,WHP6HOHFWLRQtab page, copy the product to the quotation (select the

item and choose &RS\

Save the quotation and note the transaction number.

Choose 'RFXPHQW)ORZ

The opportunity appears as a preceding document in the document flow.

1-2-2 Use the document flow or the status overview to check that the quotation hasbeen transferred to the ERP system.

Answer: No, quotations that were created in SAP CRM are not transferred to

the ERP system by default.


1-3-1 Choose &UHDWH)ROORZ8S7UDQVDFWLRQand then 6DOHV→ 7HOHVDOHV

On the ,WHP6HOHFWLRQtab page, copy the product to the order (select the item

and choose &RS\ Save the order and note the transaction number.

1-3-2 Use the document flow or the status overview to check that the order has beentransferred to the ERP system.

Answer: Yes, the order created in SAP CRM is transferred as a replicated

document to the ERP system and is available there for further logisticalprocessing (such as delivery, picking, or goods issue).




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As an Interaction Center Agent, you receive an incoming phone call from a Web shop customer who is

having problems with notebooks that were delivered.

You use the information search to propose a solution for the customer.

If necessary, you create a service order and arrange an appointment for the customer with one of our

service representatives.

In addition, you work on a call list as part of a marketing campaign.




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SAP provides two equivalent user interfaces, each containing the best aspects and functions of both

worlds - without increased loads on performance, administration or maintenance.

The IC WinClient builds on the screen-based applications from SAP and utilizes all the possibilities of a

Windows-based desktop. Since you have complete control over the options available on the desktop,

agents who are familiar with SAP applications can work almost entirely without a mouse and can use the

integration with Microsoft Office applications very effectively. SAP customers who use the Interaction

Center value both the linear scalability and the reaction time of under a second.

If companies have to work in a number of different information channels, they can decide between using

SAP control elements for telephone, e-mail processing, or chatting, or they can use other control

elements, such as the multi-channel interface, or control elements from SAP partners such as GenesysLaboratories.

Using the browser features with regard to Zero Footprint applications makes it easier for customers to

use this application for every user, who can benefit from support functions such as scripting or telephone

support. Like the IC WinClient, the IC Web Client is designed to support professional users in the

interaction center with quick response times.

The IC Web Client provides companies that work in a heterogeneous environment (that is, with a

number of different means of communication and e-mail or Web servers) with consistency for the user

through a homogenous user interface. The costs for training the agents are also reduced, since your entire

communication infrastructure is covered by a single uniform group of control elements.




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The scratch pad allows agents to write down notes that can be added to the business documents at any

time.

Account information shows the most relevant information about the current interaction, such as the

customer’s name and company.

The alerts generated by the alert modeler are displayed for the agents (for example, automatic

suggestions or reminders).

Communication information shows information from the Communication Management Software, such

as talk time, automatic number identification, agent status, and queue status.

The function bar contains pushbuttons for the telephony functions.

In the application area, you can process business transactions (such as sales and service orders), start call

lists and interactive scripts, or perform a detailed search for business partners, products, and transactions

in the customer's interaction history.

The navigation area enables agents to start transactions and navigate between different screens.




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The user interface of the Interaction Center WinClient comprises the following components:

y Business partner: Here the business partner and contact person are identified either automatically or

manually. You can use various data to search for business partners on the %XVLQHVV3DUWQHUtab page

in the application area. Here you can make address changes in master data.

y Agent dashboard: Here the system displays telephony data for the agent (for example, number, name,

and status of the actual call).

y Scripting and messaging: Here you can display short information based on events or system

activities, as well as information the IC manager sends to the agents using the broadcast messaging

service.

y Action box: Here you can call various functions using pushbuttons or menus. You can access hidden

tab pages in the application area, transactions in the mySAP CRM system, transactions in other SAP

systems (R/3, APO), and Internet and intranet pages. In each of these transactions, you can transfer

parameters such as business partner ID or address.

y Navigation area: The interaction history for the business partner is displayed here. A selection of

product suggestions is also provided based on various strategies (such as top ’n’ products, cross, up,

and down-selling, or accessories). For service scenarios, you can also view the customer’s

installation.

Application area: The tab pages of the application area can also described as workspaces. Various tab

pages can be used, such as Transaction processing: Here you can create, change, and display all kinds

of business transactions such as opportunities, activities, sales, and service transactions. Incoming and

outgoing e-mails, fax and SMS messages, chat requests from the internet, and so on. Solution database,

Internet and intranet pages. The function bar contains pushbuttons for the telephony functions.




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The Interaction Center supports all the CRM strategies, such as:

y Sales: processing of sales transactions, opportunities, product proposals

y Service: e-mail processing and workflow, solution database, service transactions

y Marketing: campaigns, call lists, product proposals

The Interaction Center also supports communication over a number of communication channels:

y Telephone: incoming and outgoing calls, routing, call lists, CTI (Computer Telephony Integration)

connection

y E-mail, fax, SMS

y Internet: inclusion of Internet and intranet pages, co-browsing, call-me-back function, Web chat, Web

telephony

In both the WinClient and Web Client user interface, you can control which of these functions are used

by individual agents, agent groups, or entire call centers by assigning individually configured profiles.




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In telemarketing, marketing campaigns are carried out by coordinating call lists and scripts with agents

and outbound dialers.

Scripts and surveys are used to guide agents through interaction with business partners. The qualification

of leads is also supported.

Telesales includes processing both incoming and outgoing orders. This is supported by product

suggestions, such as Top n Products and Cross-Selling. Quotations for customers and value and quantity

contracts can also be processed.

Opportunity Management contributes to the success of more complex or long-term sales projects.

Customer Service enables help desks to manage cases and complaints for customer service & support

situations.

The my SAP CRM Interaction Center provides a complete range of service functions for processing

customer requests.

y The knowledge search helps agents to find a solution and forward it to customers by phone, e-mail, or

chat.

y Complaints and service orders also include the warranty search. Complaint management allows you to

trigger follow-up actions like return processing and in-house repair, subsequent deliveries free of

charge, and credit memos.

y Agents can check entitlements, understand what products and services the customer has, and schedule

appointments based on time preferences of the customer, and the qualifications and availability of

service representatives.




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Interactive scripting helps the agents in their communication with business partners. Agents can select

and call these scripts manually. Scripts can also be linked to marketing campaigns so that when calls are

made in connection with a certain campaign, the script opens automatically. Scripts can also be launched

automatically driven by events.

The script provides question and answer alternatives, which the agents can use during their

conversations with the customer. The script can call up specific transactions, depending on the

customer’s answer. Thus the script can, for example, branch to the processing of sales orders. In addition

to transactions in mySAP CRM, the script can call up transactions in other SAP systems (R/3, APO), and

Internet and intranet pages.

The conversation is saved as a history. This enables the agent to access information on the customer’sprevious answers during the conversation. The conversations can also be evaluated statically and used by

Marketing to distribute the business partners to target groups.




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The Knowledge Search uses the problem description given by the customer by phone, fax, e-mail, or

chat. This text is then used to search for suitable solutions that can be passed on to the customer. The

knowledge search can also be used by customers and field sales representatives, and as an Internet self-

service.

To illustrate the knowledge search, this slide uses a customer inquiry that is e-mailed to the Interaction

Center.

y The knowledge search uses the entire text of the e-mail. The agent can optimize the search by

reducing the text to the relevant parts. The text is automatically matched with the problems saved in

the database. The text search also contains a phonetic search.

y The agent can enhance or restrict the range of the text search by assigning the problem to predefined

categories. An unlimited number of categories and attributes can be freely defined as a hierarchical

system.

y Solutions are assigned to the problems determined in the database. Consequently, the agent receives a

list of search results containing symptoms and solutions ordered by their relevancy to the texts and

attributes.

y The agent selects one or more solution proposals, copies them, and inserts them in the e-mail reply to

the customer.

y Feedback from the customer and/or agent is used to continually optimize the search for a solution.




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No Spanish Coverage 42

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Rose Brandon F,1 4:12Marilyn Brinkley 1 0:27Patty Cortez 0,1 7:12

214 calls; AHT 9:41; ASA 0:17Brian Foreman 1,2,A 1:14

Fay Gonzales 0,1,2Ernie Gurdon 0,1 13:55Catherine Jones 2,A 14:21Danielle King solver 1,2 0:03Janet Lakes 2,A 45:22

Brian Foreman 1,2 1:14

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In this overview you can display the following:

y The number of active agents per channel

y Overall status of each of the queues in the Interaction Center

y Three overview key figures of your choice, such as call volume, average handling time and average

speed of answer

y Alerts (either as texts or symbols) that inform you if the threshold values you configured have been

exceeded or not reached

Apart from the information shown in the overview, this iView also displays detailed information forevery single agent in the team. For example:

y The queue in which the agent is currently working

y Status of the respective interaction, such as ZUDSXSUHDG\or DFWLYH

y The time for which the agent was active in the current channel

y Three agent-level key figures of your choice, such as interactions handled today, average handling

time and average speed of answer

When you place the mouse pointer on an agent’s name, the three key figures you have defined appear for

that agent.




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Before a call list is used in the Interaction Center, it has to be activated and assigned to groups of agents

in call list management. Call lists can also be processed in call list management:

y Individual calls can be removed from, added to, or moved to other lists manually.

y Synchronizing call lists means that the agent can specify the time frame and, in addition to the main

business partners, select the appropriate contact persons. When processing the call list, the agent can

then choose whether to call the main business partner or one of the contact persons (context menu).

y Scripts can be assigned to the call lists.

y Call lists that have been created separately can be assigned to each other.

The call lists are then assigned to the relevant organizational units, positions, or even individual users for

processing.

You can monitor the processing of the call lists using different key figures (size of the call list, number

of open and completed calls, and so on).

The call finally needs to be activated.




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• Process an incoming telephone call in the Interaction Center WebClient or WinClient

A business partner calls the Interaction Center because he is having

problems with some notebooks that he bought a few days before on the

Internet. You use the information search to find a solution to the

customer’s problem.

In an alternative scenario for the Interaction Center WinClient, you create

a complaint on the basis of the customer’s problem.

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1-1 Start the IC Web Client. Logon information is available from your course instructor.

1-2 A call arrives from the business partner 7XUQHU.

1-2-1 Select ,GHQWLI\$FFRXQW in the navigation bar.

1-2-2 Enter ##7XUQHU in the $FFRXQW field and press ENTER (or choose 6HDUFK $FFRXQW ).

1-2-3 &RQILUP the identified business partner (or press ENTER again).

1-3 The business partner ordered notebooks on the Internet a few days ago. ##Turner tells

you that the notebooks sometimes output the error (UURUPHVVDJH for no reasonand then shut down.

Use the knowledge search to find a solution to the customer's problem.

1-3-1 Select .QRZOHGJH6HDUFKin the navigation bar.

1-3-2 Enter (UURUPHVVDJH in the field for the search terms and choose 6HDUFK

(bottom left of the screen).

The search result is displayed on the right side of the screen. The first solution

assumes that the battery is empty and suggests connecting the notebook to the

mains supply. ##Turner wants to try this solution and call back if it does not

solve the problem.




1-4 The phone call with Sandra Turner is now finished, but now you want to document the

incoming call and the suggested solution.

1-4-1 Set the indicator for the solution and choose $GGWR&DUW (pushbutton on the leftbelow the search results).

1-4-2 Select ,QWHUDFWLRQ5HFRUG in the navigation bar.

In the overview of the contact data, you can see the business partner and the

solution you suggested to her.

1-4-3 Enter the following data in the contact data:

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1-4-4 Now you can select (QG(function button at the top of the screen).

In this way you save the incoming call as an interaction data record and the

suggested solution is stored in the interaction data overview.

If the customer calls again because of the same problem, every agent can find

the call and the suggested solution already recorded in the customer’s

interaction history.




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1-5 If you wish to familiarize yourself with the Interaction Center WinClient, you can runthrough the following scenario. Here we also describe an incoming telephone call from

the business partner ##Turner, who ordered a number of notebooks on the Internet a

few days ago. Now ##Turner is having problems with the power connections of thenotebooks.

1-6 Navigate to the SAP Easy Access menu of your CRM training system.

Menu path: ,QWHUDFWLRQ&HQWHU→ ,QWHUDFWLRQ&HQWHU:LQ&OLHQW→ ,QWHUDFWLRQ&HQWHU

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1-7 When you start the Interaction Center WinClient for the first time, a dialog window is

displayed in which you are asked for your personal work center settings. Enter thefollowing data:

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Select 6DYH and %DFN .

1-8 First identify your business partner in the Interaction Center. Enter ##7XUQHU in the

1DPHfield and press ENTER. Confirm the search result by pressing &RQILUP6HDUFK

'DWD. The contact history of the business partner is displayed in the locator (tab pageon left).

1-9 From the interaction history, select the sales order (by double-clicking) that the

customer placed on the Internet a few days ago.The order is then displayed in the tab page on the right of the screen.

1-10 Create the complaint transaction Complaint ERP Billing as a follow-on document for

the sales order above.




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1-1 Start the IC Web Client. Logon information is available from your course instructor.

1-2 A call arrives from the business partner 7XUQHU

1-2-1 Select ,GHQWLI\$FFRXQW in the navigation bar.

1-2-2 Enter ##7XUQHU in the $FFRXQW field and press ENTER(or choose 6HDUFK

$FFRXQW ).

1-2-3 &RQILUP the identified business partner (or press ENTER again).

1-3 The business partner ordered notebooks on the Internet a few days ago. ##Turner tells

you that the notebooks sometimes output the error (UURUPHVVDJH for no reason

and then shut down.

You first search for the sales document in the contact history for the customer.

Use the knowledge search to find a solution to the customer’s problem.1-3-1 Select .QRZOHGJH6HDUFK in the navigation bar.

1-3-2 Enter (UURUPHVVDJH in the field for the search terms and choose

6HDUFK (bottom left of the screen).

The search result is displayed on the right side of the screen. The first solution

assumes that the battery is empty and suggests connecting the notebook to themains supply. ##Turner wants to try this solution and call back if it does not

solve the problem.




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1-5 If you wish to familiarize yourself with the Interaction Center WinClient, you can runthrough the following scenario. Here we also describe an incoming telephone call from

the business partner ##Turner, who ordered a number of notebooks on the Internet a

few days ago. Now ##Turner is having problems with the power connections of thenotebooks.

1-6 Navigate to the SAP Easy Access menu of your CRM training system.

Menu path: ,QWHUDFWLRQ&HQWHU→ ,QWHUDFWLRQ&HQWHU:LQ&OLHQW→ ,QWHUDFWLRQ&HQWHU

:LQ&OLHQW

If prompted, select any of the proposed organizations in the pop-up window.

1-7 When you start the Interaction Center WinClient for the first time, a dialog window isdisplayed in which you are asked for your personal work center settings. Enter the

following data:

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1-8 First identify your business partner in the Interaction Center. Enter ##7XUQHU in the 1DPHfield and press ENTER. Confirm the search result by pressing &RQILUP6HDUFK 'DWD The contact history of the business partner is displayed in the locator (tab page

on left).

1-9 From the interaction history, select the sales order (by double-clicking) that the

customer placed on the Internet a few days ago.

1-10 Create the complaint transaction Complaint ERP Billing as a follow-on document to

the sales order above.

To do this, choose &UHDWH)ROORZ8S7UDQVDFWLRQ and select &RPSODLQWo &RPSODLQW (53%LOOLQJ

Select the item on the item selection screen and choose &RQILUP.

Save the complaint document.




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As a service representative, you create a service order or receive the order from the Interaction Center

agent.

You then use the resource planner to assign a service employee.

The service order is replicated on the laptop of the assigned service employee.

After the service employee has carried out the work and confirmed the service order, you, as the billing

agent, create a billing document.




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Installation Management is used to model objects installed for your customers (for example, devices,

machines, or software) so that you can offer services for them. It can also be used to manage objects that

are used internally.

In business processes, an installation can be addressed as a whole unit or you can refer to individual

components.

The set of installed objects at the customer’s site can be used, for example:

y To determine the exact object for which a problem has been reported

y To determine in detail to what the activity refers (for example, visit by field service representative,

repair by a service employee)

y To provide the representative with information about which object is affected and the parts that it

comprises

y To document changes made to objects

Installation data is not only used for individual service processes with the customer, but it also represents

the basis for additional evaluations such as:

y Activities covered by service contracts

y Statistics




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Service contracts are long-term agreements between companies and customers. A service contract

guarantees customer specific services within specific tolerance limits of given parameters, such as within

a specified time period. The guaranteed services are represented as service products (such as

maintenance, hotline), which are defined in the individual contract items. They can be of type 9DOXHor

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Processing service orders relating to the service contract at item level is controlled by Service Level

Agreements (SLAs). SLAs are monitored by actions.

Objects that have a service entitlement are contained in the object list. The list can contain products,

individual objects, installed bases, or installed base components.

Valid service contracts are checked automatically when service and repair orders are processed.

CRM Billing is used to bill a service contract. A billing request is generated from contract items

according to a billing plan.

Service contracts from SAP CO are integrated with the SAP R/3 cost accounting object, which gathers

revenues from the billing plan of the contract and the costs from the service orders relating to the

contract.

Analysis of the adherence to the SLA:

y Determining the level of adherence to the fulfillment deadlines defined in the SLAs

y Overview of delayed and punctual services

y Monitoring the adherence to deadlines for services and data provision for quality analysis in service

organizations

A service contract quotation can be a preceding document to a service contract.




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The customer reacts to a marketing campaign and requests a quotation for a range of products and

services.

The service representative creates a quotation for the products and services requested and

communicates this to the customer by phone or e-mail.

The customer accepts the quotation.

The service representative converts the quotation into a service order and releases it.

The resource planner assigns field service tasks to one or more of the field service representatives.

The field service representative carries out the work for the customer and confirms the time, materialconsumption, and so on.

The service manager checks and approves the confirmation data and decides which costs should be

billed to the customer.

The service manager triggers billing for the customer and analyzes the complete service-order

processing cycle.




© SAP AG 2004

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In mySAP Financials, you can use the integration of service transactions with Controlling to transfer

CO-relevant data from the CRM system into an SAP R/3 system. This allows you to analyze the entire

value flow (including costs and overheads) for services and sales orders.

You can display and evaluate costs and expenses for a service, for example, for each product category or

service organization.

Prerequisites: You are using mySAP Financials and CRM Billing. Services are billed using CRM

Billing. The costs are posted in either the event object or the internal order.

Costs are updated only for delivery-related billing.

y The service confirmation posts the costs of resources used in either the event object or the internalorder.

y You can display and evaluate costs and expenses for a service, for example, for each product category

or service organization.




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Customer invoices are created in the billing section of mySAP CRM. One or more billing due list items

are transferred to a billing document. You can create the billing document with reference to the delivery

or to the sales order. It is also possible to create billing documents with reference to contracts. You

enter the relevant settings in Customizing. The delivery-related billing is described in the following.

y You create a billing document in mySAP CRM: The item type in SAP CRM has an indicator for

billing in SAP CRM, which is also replicated to SAP R/3. Thus, SAP R/3 does not carry out billing

in SAP R/3 after the delivery and goods issue, but transfers the delivery data (including costs for the

costing-based profitability analysis) back to SAP CRM. SAP CRM collects items that have been

delivered in part or in full in the billing due list. You call the billing due list in SAP CRM. You

create a billing document by selecting the relevant items from the billing due list.y mySAP CRM changes the status of the sales order to "billed" and transfers the status change to SAP

R/3 SCE.

y You send the invoice to the customer. You can send the invoice to the customer in electronic form or

as a printout.

y You release the billing document for transfer to SAP R/3 Financials. The data can also be transferred

automatically by the system to SAP R/3 Financials. The system posts the accounting document in

SAP R/3. The billing document and the actual revenue are posted in SAP R/3 Financials and in SAP

R/3 Controlling. The costs and revenues are compared in the profitability analysis in the contribution

margin scheme. The revenues and sales are transferred to SAP BW for evaluation.




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Product service letters are documents that contain previously identified or potential defects that occur or

are likely to occur in a product, along with instructions on the necessary steps to eliminate these defects.

Product service letters are either issued by the manufacturer and forwarded to the merchant, or the

merchant creates them directly.

There are the following kinds of product service letters:

y Security PSLs (callback)

y Commercial PSLs (removal of potential shortcomings)

y Support PSLs (service bulletins)




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With Case Management, customer-service representatives do not have to search multiple data sources

to determine the status of ongoing cases. mySAP CRM enables service employees to consolidate and

manage related information on an ongoing basis in the form of a case. A case combines service orders,

sales orders, complaints, documents, customers, partners, and activities that are related to each other.

The service organization has individual entry points for finding various customer information from

different data sources, while the service representative has easy access to the status of cases over a long

period of time. This slide shows the steps in a typical case management scenario.

y Create a case

y Process the case

y Create a case hierarchy

y Create a service confirmation

y Close the case

y Perform the necessary billing

y Analyze the case

Note: Case Management is available only in the Interaction Center Web Client and the People-Centric

User Interface.




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Reference document: You can create a complaint/return with or without reference to a CRM document,

for example, a sales order, service order, or billing document. You can create a reference to any

document that exists in an integrated system - for example, to billing or delivery documents in SAP R/3.

The items selected are transferred from the reference document on the basis of certain copying rules

defined in the complaint/returns document. You can provide additional information for an existing

complaint document by creating a reference to one or more other documents. You can also create a

reference at item level.

Reference object: In complaints and returns, you can provide additional information about the product or

service that is the object of the complaint by referring to objects at header or item level. You can enter a

reference to products, installed bases and their components, or individual objects. Information about therelationship between a product and an installation enables you, for example, to analyze complaints and

therefore identify problems relating to the installation in which the product is installed.

Warranty check: An automatic check determines whether there is a warranty for customer-specific

objects. The warranty information helps you decide what follow-up measures should be taken. For

example, you may want the system to create a returns item automatically if there is a warranty. The

warranty check is based either on specified warranty conditions for the individual object/installation

components, or on the delivery date entered manually.

…




…

Return Material Authorization (RMA): Every returns operation requires an authorization check for the

return of a product sold, and a unique RMA number for the return delivery. The authorization check is

supported by a warranty check and the reference to an existing CRM sales order. The unique CRMcomplaint/returns number, which also exists in SAP R/3, supports the RMA number.

Quantity check: An automatic check prevents complaints from being entered for more products or

services than were actually sold to a customer. For new complaint or return items, the system also shows

the maximum quantity of a product or service that can be entered. You can specify whether the user

should get an error message or an information message when the maximum quantity displayed is

increased. Prerequisite is a reference to a service order, sales order or billing document.




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• Create a service process

• Create a confirmation

• Bill the confirmation in SAP CRM

A customer has technical problems with a number of notebooks. Neithera search in the solution database nor the Interaction Center Agent was of

any help to the customer. Therefore, a technical service representative

must visit the customer to inspect the notebooks.

1-1 A customer has a problem with a product that he bought. A service representative has

to take care of this. A service process is the starting point for service activities.

1-1-1 Create a service process in the People-Centric UI. Logon information is

available from your course instructor.

Choose 6HUYLFH3URFHVVas the process type.


6ROG7R3DUW\ 7XUQHU 'HVFULSWLRQ 6HUYLFH3URFHVV Select the 5HIHUHQFHREMHFWV tab page and add an entry in the 5HIHUHQFH2EMHFWVHFWLRQ

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Switch to the 3URGXFWV tab page and add the following entry:

3URGXFW 659B4XDQWLW\47< $8

Release the document, save the transaction,and record the transaction number.

____________________________________________________________




1-1-2 Confirm the services rendered to the customer.

Call the service order that you created in exercise 1-1-1.

Create the confirmation.

Copy/transfer the item from the service process into the service confirmation

with the &RS\7UDQVIHU function.

Set the status of the service confirmation to &RPSOHWHG

Save the confirmationand note the transaction number.

____________________________________________________________

1-1-3 Then bill the service confirmation.

Use the ##Turner sold-to party to select the worklist for billing.

Note:

If you want to carry out this part of the exercise in People-Centric UI, you have

to log on as a billing administrator. Logon information is available from your

course instructor.




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to take care of this. A service process is the starting point for service activities.

1-1-1 Create a service process in the People-Centric UI. Logon information isavailable from your course instructor.

Choose 6HUYLFH3URFHVVas the process type.

Enter the following data

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Select the 5HIHUHQFH2EMHFWVtab page and add an entry in the 5HIHUHQFH2EMHFWV

section (choose $GGHQWU\). 0DLQ2EMHFW 0DLQ5HIHUHQFH2EMHFW

3URGXFW +7

Switch to the 3URGXFWV tab page and add the following entry (choose $GGHQWU\):

3URGXFW 659B

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Confirm the data by pressing ENTER, choose the button 6HUYLFH6WDWXV→

5HOHDVH, save the service process by choosing 6DYHand note the transaction

number.





Call the service process that you created in exercise 1-1-1.

Choose 6HUYLFH3URFHVVLQJfrom the top level of the navigation bar.On the second navigation level, select 6HUYLFH2UGHUV.

Search for your service process using the main search function by entering

6HUYLFH2UGHUVin the 6HDUFKIRUsection and the 'HVFULSWLRQ 6HUYLFH

3URFHVV

Select your service activity, choose )ROORZXS$FWLYLW\and then &UHDWH

&RQILUPDWLRQ→ &RQILUPDWLRQ

Choose 7UDQVIHUto transfer the item from the service process to the service

confirmation.

Set the status of the service confirmation to &RPSOHWHby choosing the 6WDWXVtab page, then $GG(QWU\and selecting &RPSOHWHG . Confirm the entry with

ENTER.

Save the confirmationand note the transaction number.


Use the ##Turnersold-to party to select the worklist for billing.

1RWH

If you want to carry out this part of the exercise in People-Centric UI, you haveto log on as a billing administrator. Logon information is available from your

course instructor.

In the portal, choose %LOOLQJ→ %LOOLQJ %LOOLQJ'XH/LVW

Choose 6KRZ$GYDQFHG6HDUFK and select your worklist by choosing 7XUQHUfrom the &XVWRPHUfield.

In the list, select the confirmation in use and choose ,QGLYLGXDO%LOOLQJ'RF

You can then analyze the created billing document using the document flow.

Use the hyperlink to access your confirmation document, then select the

Document Flow tab.




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to take care of this. A service process is the starting point for service activities.1-1-1 Create a service process in the SAP GUI.

6$30HQX6HUYLFH→ 0DLQWDLQ6HUYLFH3URFHVVHV

Choose %XVLQHVV7UDQVDFWLRQ→ &UHDWHand then 6HUYLFH3URFHVV±6HUYLFH

3URFHVV


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In the ,WHP'HWDLOVscreen area, enter the following data:

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Confirm the data with ENTER, choose 5HOHDVH,WHP save the service process

with the 6DYHbutton, and note the transaction number.


Call the service transaction from exercise 1-1-1.6$30HQX6HUYLFH→ 0DLQWDLQ6HUYLFH3URFHVVHV

There are two options for calling up an existing service process:

If you know the transaction number you are looking for, select the 2SHQWUDQVDFWLRQicon and enter your transaction number. Alternatively, search for

your transaction using the Locator: Search with the following search criteria:

6HDUFK: 6HUYLFH %\3HULRG3HULRGIURP<7RGD\!Then choose 6WDUW Select your transaction and double-click on it.




Select the &UHDWH)ROORZ8S$FWLYLW\button and select6HUYLFH

&RQILUPDWLRQ→ &RQILUPDWLRQ

Copy the item from the service process into the service confirmation: On the

,WHP6HOHFWLRQtab page, select the item (choose 6HOHFW$OO ) and copy the item

(choose &RS\).

Select the fast entry view using the )DVW(QWU\ button.

Set the status of the service confirmation to &RPSOHWHG

Savethe confirmation and note the transaction number (6DYHbutton).

Note: You can also look at the document flow by selecting 'RFXPHQW )ORZ.


Choose 6HUYLFH→ %LOOLQJ→ 0DLQWDLQ%LOOLQJ'XH/LVW

Enter your service confirmation transaction number in the Document number

field.

Select the entry from the worklist and choose ,QGLYLGXDO%LOOLQJto create the

billing document.

Save the billing document for the service transaction.Note:

You can view the created billing document in detail by clicking the secondary

mouse button on the entry in the worklist (with the green traffic light) and

choosing 'LVSOD\%LOOLQJ'RFXPHQW




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Field Applications

y This key capability enables you to utilize marketing, sales, and service functions in an offline

environment for sales representatives and service employees who work in the field. To manage

customer relationships successfully, companies that have employees working in the field must make

sure their employees have up-to-date and complete information about the customers they visit. In turn,

new information gathered from field operations must be integrated into the complete customer picture

and made available to other company representatives who interact with the customer. Field

Applications provides you with a full range of functions and integration capabilities to meet these

needs.

y Using Field Applications, sales representatives and service employees are able to access and updatecustomer relationship data on their notebooks or PDAs (Personal Digital Assistants) while they carry

out work in the field.

y Field Applications comprises the following applications:

- Mobile Sales

- Mobile Service

- Mobile Sales for Handhelds

- Mobile Service for Handhelds




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The service employee checks the calendar on the laptop and revises customer data and the service order.

The service employee then completes the repair, and confirms time and material used. Appointments can

also be entered to inform the resource planner about the service employee’s availability.




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$FFRXQWDQG&RQWDFW0DQDJHPHQWZLWK0RELOH6DOHVAccount and Contact Management provides

companies with a complete overview of their customers and interested parties. It helps to obtain,

monitor, and reproduce all critical information such as detailed profiles, full interaction history, and an

overview of critical relationships.

$FWLYLW\0DQDJHPHQWZLWK0RELOH6DOHV Activity Management allows sales representatives and

managers to allocate resources for daily tasks effectively so that sales professionals can close their sales

deals as quickly as possible.

2UGHUDQG4XRWDWLRQ0DQDJHPHQWZLWK0RELOH6DOHVQuotation and Order Management provides

sales order processing functions that companies can use to configure products, determine pricing, create

proposals, check product availability, acquire and enter orders, manage contracts, and track and manageorders.

2SSRUWXQLW\0DQDJHPHQWZLWK0RELOH6DOHV Opportunity Management gives sales employees a

complete view of a sales opportunity by providing complete information about the history of an

opportunity, milestones, progress, and key decision makers.

&DPSDLJQ0DQDJHPHQWZLWK0RELOH6DOHV Campaign Management allows marketing professionals to

design, execute, coordinate, and monitor all marketing initiatives. Organizations can create targeted,

personalized campaigns using all communication channels. These channels include direct sales, call

centers, mail, e-mail, Internet, and mobile devices. They can also monitor company-wide profitability at

program, product, customer, and partner levels.

7HUULWRU\0DQDJHPHQWZLWK0RELOH6DOHV Territory Management helps companies to maintain task-

related, functional organizational structure as a current organizational plan.




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Service Order Management with Mobile Service

y Service Order Management allows you to fully process transactions in a closed loop, from entering a

service request or identifying requirements for a service, through planning employee resources and

materials, to final billing and payment or allocating costs of a warranty or service contract in the back-

end system. Service Order Management with Mobile Service also includes service confirmation

functions and complete Installed Base Handling. The service confirmation enables users to report time

spent and materials used during the service execution process and to enter technical confirmation data.

Installed Base management provides a graphical representation of products and installations to use as

a reference in service processing. The progress snapshot in Mobile Service provides a comprehensiveview of the project status as a whole.

Service Contract Management

y The service contract provides an overview of objects and products that are handled under contract.

The contract includes defined SLA information.

Resource Planning & Optimization

y Two-way data exchange (assignments, absences, attendances, tasks) between Resource Planning Tool

in CRM Enterprise and Mobile Service provides easy planning capabilities.




© SAP AG 2004

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Activity Management with Mobile Sales for Handheld

y Activity Management allows sales representatives and managers to allocate resources for daily tasks

effectively so that sales employees can close their sales deals as quickly as possible.

Quotation and Sales Order Management with Mobile Sales for Handheld

y Quotation and Order Management provides sales order processing functions that companies can use to

configure products, determine pricing, create proposals, check product availability, acquire and enter

orders, manage contracts, and track and manage orders.




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Service Order Management with Mobile Service for Handhelds

y Service Order Management allows you to fully process transactions in a closed loop, from entering a

service request or identifying requirements for a service, through planning employee resources and

materials, to final billing and payment or allocating costs of a warranty or service contract in the back-

end system. Service Order Management with Mobile Service for Handhelds allows you to confirm

service assignments offline, that is, directly on the mobile device.

Complaint Management with Mobile Service for Handhelds

y Complaint Management with Mobile Service for Handhelds allows you to create complaints directly

on the mobile device while working at the customer’s site. Within the complaint, the servicerepresentative can enter a product or service to which the complaint refers. A complaint reason can

also be selected from the code catalogs. This complaint then triggers actions in the back end, such as a

credit memo, debit memo, or a substitute delivery.




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As a member of the project team that is going to implement the chosen mySAP CRM solution, you use

SAP Solution Manager for the blueprint, configuration, and testing phase. During the implementation

and after the go-live phase, system administrators use SAP Solution Manager for system monitoring and

SAP services.

Your task is to customize a mySAP CRM business transaction according to your company needs.

Therefore you use the Implementation Guide (IMG) to configure a transaction type.




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SAP Solution Manager supports you throughout the entire process of implementing and operating SAP

solutions. It is a platform that supports the industry-solution life-cycle from the business blueprint,

through configuration, to production operation. SAP Solution Manager offers central access to

preconfigured content, tools and methodology that you can use during when evaluating and

implementing your systems.

For implementation, these include:

y Contents predefined by SAP for evaluating and implementing industry solutions

y ASAP procedures for implementing industry solutions

y Tried and true implementation and test tools, for example the Implementation Guide (IMG) or the TestWorkbench

y An authoring function that you can use to create your own project templates for your implementation

project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in

global rollouts.

SAP Solution Manager Operations allows you to configure, administer, and monitor systems and

business processes for a solution. You can work with overall solutions as well as individual systems,

business processes, and software components. You can also set up your own solution support.




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SAP Solution Manager is the customer platform for efficient implementation and operation of SAP

solutions:

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y Integrated platform to support implementation and operation of SAP solutions




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This infrastructure at the customer’s site offers the following advantages:

y SAP Solution Manager collects data from all connected systems. This allows you to access all of the

necessary information in these systems much quicker.

y SAP Solution Manager keeps an up-to-date overview of the whole solution with processes and

dependencies

y SAP Solution Manager is a tool to:

Implement and test solutions

Monitor solutions Maintain solutions

Support users

Spend less time on finding errors and information, get quicker and better support

With SAP Solution Manager, SAP is able to deliver excellent support not only for single systems, but for

a customer’s entire solution.




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SAP Solution Manager supports you in all phases of the evaluation and implementation. With SAP

Solution Manager, you can carry out the following activities in an evaluation and implementation

project:

1. Project Preparation: The Roadmaps contain information and procedures for all phases of your

implementation project. Work with SAP Solution Manager begins after the evaluation phase. You first

use it to define the project by entering administrative data for the project management procedure (for

example, details about the project deadlines and resources). You set the project scope and you define the

system landscape that you require to implement your solution during the project preparation phase.

2. Business Blueprint: You define a Business Blueprint by documenting the organizational units, master

data, business scenarios, and business processes that you require to implement your solution. During the

Business Blueprint definition, you read the documentation supplied by SAP and partners, create yourown project documentation and assign individual process steps to transactions.

3. Realization: You configure your business scenarios in the development system. You check the test

cases delivered with your solution and assign further test cases to individual processes and process steps.

You carry out a consistency check for Customizing of the business processes. That is, you check whether

the various application components have been changed consistently. You synchronize Customizing with

Customizing Distribution. You can organize tests. You can reuse the test cases selected during

configuration. You can analyze the project at any time during its course to gain information about the

project status and the progress when testing or configuring.

4. Final Preparation - Go Live & Support: Perform remote SAP services and monitor their status.

Monitor and manage your systems using real-time alerts displayed in a system graphic, with weekly SAP

EarlyWatch Alert Reports and Central System Administration tasks.




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Roadmaps are part of SAP Solution Manager. They contain the standard SAP implementation

methodology and cover the most important aspects and phases of a mySAP.com implementation. The

Roadmaps provide links to accelerators and tools that perform project tasks.

You can download the project structure or a roadmap into MS Project to plan your project using the data

in the project structure or roadmap.




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SAP CRM 4.0 Business Scenarios are designed to help customers reduce costs, increase revenue, and

increase customer satisfaction. They support nested business processes in the areas of sales, service, and

marketing, and across various communication channels.

In the current version of mySAP CRM, SAP Solution Manager provides preconfigured CRM content in

the form of 280 business processes. We focus on the requirements of 23 industries. Over 90 pre-defined

business scenarios with 130 variations are offered in all of the important functions of mySAP CRM

solution packages: marketing, sales, service, analytics, field applications, Interaction Center, e-

commerce, and channel management. At present, 15 business scenarios are available, which have been

especially developed for ten industries. However, the number of pre-defined business scenarios is

constantly increasing. The industries covered are Oil & Gas, Consumer Products, Service Provider,Media, Automotive, Pharmaceuticals, Public Services, Public Utilities, Telecommunications, and High

Tech.

The business processes are displayed graphically using SAP Component Views®.

CRM Business Content is delivered exclusively with SAP Solution Manager. You can download

updated content regularly from SAP Service Marketplace.




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SAP Solution Manager Operations allows you to configure, manage, and monitor systems and business

processes for a solution. You can work with overall solutions as well as individual systems, business

processes, and software components. You can also set up your own solution support. SAP Solution

Manager (Operations) provides an infrastructure for integrating SAP Support Services and your own

system administration activities.

As a system administrator, you can:

y Perform remote SAP services and track their status

y Monitor and manage your systems using:

- Real-time alerts displayed in a system graphic

- Weekly SAP EarlyWatch Alert reports

- Central System Administration tasks

y Use best practice documents and services relating to Software Change Management

y Use Integrated Message Handling for:

- Your own internal support organization

- Enhanced remote support by SAP




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Service level reports provide you with a summary of the technical status of the systems in your solution.

For example, they provide an overview of the transactions that generate the greatest load. Service level

reporting is intended to ensure adequate levels of service for all users in accordance with business

priorities and at an acceptable cost. Service level reporting also enables you to manage service levels for

business processes. For example, you can define alert thresholds for transactions in a specific business

process that is carried out across several systems. Service level reports are then updated with this

information.

When you set up Service level reporting, you define the contents of the reports and the frequency with

which they are generated.

Service level reports are generated from the aggregated SAP EarlyWatch Alert data that is regularly sentfrom the satellite systems in your solution to your central SAP Solution Manager system.

In SAP Solution Manager, Service Level Reporting:

y Is triggered regularly, for example, once each week. This is a simple process and requires no expert

knowledge since it is aimed at different areas of management (IT and application management).

y Evaluates Key Performance Indicators (KPIs) and derives recommendations for management from

them. For example, it can recommend standard SAP services such as SAP EarlyWatch and Solution

Optimization Services.

y Is based on the EarlyWatch Alert knowledge engine and is linked to relevant SAP services such as

SAP GoingLive Check and the SAP GoingLive Functional Upgrade Check




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System Monitoring enables you to integrate real-time alerts from SAP’s Computing Center Management

System (CCMS), and to display them in the system graphics for your solution. For system monitoring,

software agents collect data that can be used to trigger alerts. The monitoring you configure here will

form the basis for Business Process Monitoring.

Central System Administration: You set up administrative tasks to manage the software components

defined in your solution. You can plan administrative tasks. Overview tasks are displayed in the solution

overview.




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Business process monitoring should detect potentially critical situations as early as possible. The support

organization for your solution should also be able to react to problems as quickly as possible. To this

end, Business Process Monitoring integrates real-time alerts from SAP’s Computing Center Management

System (CCMS) as well as additional alerts based on downloads from the remote systems. These alerts

are displayed on the system graphics for your solution.

Business Process Monitoring includes the observation of:

y Business application logs (for example application log, worklist log, and so on)

y Data transfer using interfaces between software components

y Program scheduling management

y Technical infrastructure and components that are required to run the business processes

y Key figures

y Execution of required periodic monitoring tasks

Business Process Monitoring is not only a tool, it comprises:

y Detailed procedures for error handling and problem resolution

y Precise definition of contact persons and escalation paths

y Close integration of the customer’s support organization




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You will now use the Implementation Guide (IMG) to configure the mySAP CRM system to meet your

own requirements.

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Additionally, you will learn about the enhancement of the People-Centric UI and the application of

customer-specific programming using Business Add Ins (BAdIs).




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There are two sides to a CRM system:

y Application: A normal user calls transactions to carry out daily work (for example, creating sales

orders or accepting complaints as an Interaction Center Agent).

y Customizing: Using the Implementation Guide (IMG), you can configure the CRM system to

specifically map the business process to your needs.

ñ

The Implementation Guide (IMG) explains the steps in the implementation process, the SAP standard

(factory) Customizing settings, and the system configuration activities. The hierarchical structure of the

IMG is based on the application component hierarchy and lists all the documentation that is relevant to

implementing the SAP system. The main section describes IMG Customizing activities, where therelevant system settings are made.

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By using SAP Solution Manager within the implementation phase, customers have direct integration

with the required Customizing settings for the selected business scenario.




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The Customizing example given above will be described in further detail on the following slides. It gives

you an idea of how a CRM system can be configured. Several Customizing activities are available.

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Example:

Your company uses opportunity management. However, the standard opportunity transaction types do

not fully meet your specific business requirements.

Therefore, you define a new opportunity transaction type and set the relevant parameters to match your

business requirements.

This should be carried out in a typical business scenario, such as creating an opportunity that may result

in a sales order.




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2. Make specific settings for your

new transaction type.

3. Maintain item categorydetermination.

4. Maintain copy control for

transaction types.

5. Test your new transaction type.

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The first step in the example is to create a new transaction type for the opportunity, which fulfills the

requirements for the business scenario in question.

Usually, this is done by copying an existing entry and changing the relevant parameters in a second step:

ñ

Check the standard Customizing for an appropriate entry and, if available, copy it.

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Menu path: SAP Menuo Architecture and Technologyo Configurationo Customizingo SAP

Reference-IMGo Customer Relationship Managemento Transactionso Basic Settingso Define

Transaction Types.




© SAP AG 2004

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Simply creating a new transaction type is not sufficient to proceed further within the application.

Depending on the kind of transaction type and the kind of product used, a special item category will be

found. This item category manages further processing. Therefore, you must maintain item category

determination.

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Reference-IMGo Customer Relationship Managemento Transactionso Basic Settingso Define

Item Category Determination.




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Maintain copy control at header and item level so that you can create follow-up documents such as

quotations or orders resulting from an opportunity.

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Reference-IMGo Customer Relationship Managemento Transactionso Basic Settingso Copying

Control for Business Transactions

y Define Copying Control for Transaction Types

y Define Copying Control for Item Categories




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The last step will be to test your newly created opportunity within the application. To do this, select your

created transaction type.

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Access path: Your sales rep role in the People-Centric UIÆ AcquisitionÆ OpportunitiesÆ Create




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If Customizing settings and parameters are not sufficient to meet your requirements, Business Add-Ins

(BAdIs) can be used for further enhancements.

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By using Business Add-Ins, customers can insert additional code without modifying the original object.

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Menu path:

y SAP Menuo Architecture and Technologyo ABAP Workbencho Utilitieso Business Add-Ins

o Definition (SE18)

y SAP Menuo Architecture and Technologyo ABAP Workbencho Utilitieso Business Add-Ins

o Implementation (SE19)

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BAdI Implementations can also be created from the IMG.




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• Create a transaction type

• Understand the basic settings for the transaction type

You want to use a new transaction type specially adapted to your trade

fair business. You will copy an existing transaction type and use the

implementation guide (IMG) to adapt it.

1-1 Create a transaction type for an opportunity that contains an action profile for the sales

assistant.

1-1-1 Change to 6$3,0*7UDQVDFWLRQFRGH6352Æ &XVWRPHU 5HODWLRQVKLS0DQDJHPHQWÆ 7UDQVDFWLRQVÆ %DVLF6HWWLQJVÆ 'HILQH7UDQVDFWLRQ7\SH

1-1-2 Search for the existing transaction type 2337 .

1-1-3 Mark the row and select the &RS\DV symbol.

1-1-4 Enter the abbreviation “Z###” and the description “##TradeFair” (twice).

1-1-5 Confirm the ,QIRUPDWLRQ pop-up window with (QWHU .

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enter the action profile 23325781,7<B6$/(6B$66,67$17 .

1-1-7 As the sales assistant proposed other actions for the opportunity phase, you

must specify the sales cycle. Double-click on $VVLJQ%XVLQHVV7UDQVDFWLRQ

7\SHV and mark the row on the right side. Double-click on the &XVWRPL]LQJ +HDGHU . Set the sales cycle to 1HZ&XVWRPHU .

1-1-8 Save your data.

Note: The steps 1-1-6 and 1-1-7 would have been carried out automatically if

we had copied the transaction type 2360 (sales methodology).




1-2 To use the new transaction type, you have to maintain the item category determination.

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group ( ,WHP&DW*URXS) 1250 . Mark the row and select the &RS\DV icon.

1-2-3 Replace the transaction type 2337 with the new transaction type =. Select

(QWHU .

1-2-4 Save your entries.

1-3 Test your new transaction type by creating an opportunity of the type 7UDGH)DLU .

Open the portal and switch to &XVWRPHU$FTXLVLWLRQ Æ 2SSRUWXQLWLHV.1-3-1 Select &UHDWH, select the new transaction type 7UDGH)DLU , and enter the

following data:

Description: 7UDGH)DLU

Sales prospect: 7XUQHU Closing date: 1H[WZHHN Phase: Select any phase.

1-3-2 Note that the 6DOHV$VVLVWDQW tab page is displayed, since an action profile was

assigned in step 1-1-1. You can compare the business transaction created withthe original opportunity transaction type by selecting the 2SSRUWXQLW\ optionafter clicking on &UHDWH.

1-3-3 On the 6DOHV$VVLVWDQWtab page you can now start an action depending on the

phase selected. Mark the row and click on $FWLYDWH. On the $FWLYLWLHVtab page,

the result of the activation is displayed. Here you can also add additional datafor the activity created.

1-3-4 Note that it is QRW\HWSRVVLEOH to create a quotation as a follow-up document.

This is only possible if you have maintained the copy control for business

transactions.



© SAP AG SAPCRM Appendix-1

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In the SAP CRM system, a distinction is made between two screen areas of the application: the locator

and the actual work area of the application.

Work area:

The work area represents the selected application.

Locator function:

The locator serves as a search help for data. For example, you can search for a business partner number

using a search term. It can also be used as a list function, for example, for work lists.

The locator can be fully displayed or hidden, or it can be displayed together with the work area, as

above.

Setting:You can save your preferred locator setting under 6HWWLQJV You can also save your own personal entry

variation for the locator and the work area. You can save the setting you last selected, or you can save

the change or display mode for the relevant application as the screen entry.




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Business Partners (BPs) are the focus of business transactions, making them particularly interesting to

companies. For this reason, all the relevant information on a business partner must be consolidated and

easily accessible. The customer, therefore, needs to have a central and comprehensive view of the

business partner.

A business partner can only be created once, regardless of the business transactions in which it

participates. For example, a company can be a customer and a vendor at the same time but still remains

one and the same business partner.

However, a business partner can play a role for an enterprise in a different sense. Depending on the

specific business processes in which a business partner participates, the information required on the

business partner may vary considerably. For example, for the goods delivery process, information onincoterms and delivery conditions is required; whereas, for the sales order processing, information on

delivery dates and payment conditions is relevant.

A business partner can also be in contact with other business partners. These relationships can be very

different (for example, marriage, contact person, business relationships).

The 6$3%XVLQHVV3DUWQHU component offers functions that map these business processes. You can only

create a business partner once in the system, although a business partner can take on several roles. You

can also define the different relationships between business partners.




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The business partner category classifies a business partner as a natural person (private individual), an

organization (legal person or part of a legal person, such as a department), or a group (combination of

several persons as one person, such as a married couple, family, or house-sharing group). When a

business partner is created, a business partner category must be selected. Only one business partner

category can be created, and this cannot be changed at a later date.

The business partner category determines the fields in which the user can enter data. For example, when

you want to create a business partner as an organization, one of the fields requires you to enter the legal

form, whereas when creating a business partner as a person, you have to enter first name, other names,

gender, and so on.

The information in the grouping field determines whether and how the business partner number must beentered in the business partner field. When you first create a business partner (BP), you must state the

BP category and the grouping. If you use a grouping to which a number range with external number

assignment has been assigned, you must enter a number in the BP field. In the event of internal number

assignment, you leave this field empty.

The basis for the definition of a BP role is a business process. The attributes of the BP role depend on the

particular business process involved. BP roles are used to determine screen sequence and field control of

the BP master records.

You can create a business partner with one or more BP roles. Central data, such as name, address, and

bank details, only has to be created once.




© SAP AG 2004

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Various data and data views are available depending on the role selected for the business partner.

In CRM, the following data views are available:

y General views: Address, Address Overview, Central Data

y Specific views: Classification, Business Hours, Partner Functions, Excluded Partner Functions, Sales

Area Data (Sales, Shipping, Billing)

y Relationships

y Fact sheet

For business processes that refer to a business partner, the system accesses different areas of the businesspartner master data. You can maintain different sets of data in various sales areas for the different BP

roles that a business partner can fill.

Extract from data view of the sold-to party:

y Address, Address Overview, Central Data: Organizational Data, Sales Area Data

y Classification / Business Hours, Partner Functions, Excluded Partner Functions

Extract from data view of the contact person:

y Address, Address Overview, Central Data: Personal Data, Status

Extract for data view of the employee:

y Address, Address Overview, Central Data: User, Status




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Each relationship can have particular attributes and directions.




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The product master provides information on all products that a company purchases and sells. Products

can be material goods (for example, a PC) or non-material goods (such as services like PC maintenance).

The product master is the central source of product-specific data. This data is stored in individual

product master records. A product master record contains the data needed for product management. This

data can be sub-divided as follows:

y Data that describes the product (such as size and weight)

y Data with control functions (such as item category group, which determines the item category of items

in a CRM sales order)

To control product-specific data, product master data is divided into different product categories such as:y Material: All products in the conventional sense, for example, PCs, tables, lamps, software.

y Service: All services, such as maintenance, preventative maintenance.

y Financing: Financial products, such as leasing

Different product-specific data is obtained according to the selected product category.




© SAP AG 2004

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Products can be summarized into hierarchically structured groups, or SURGXFWFDWHJRULHV

Product categories allow you to group products according to different criteria (VHWW\SHV). You can

maintain freely definable CRM-specific information (attributes) using these criteria (set types).

In product maintenance, the set types assigned to a product appear as sub screens with respective

attributes in the various views (on tab pages such as %DVLF'DWD). This additional CRM-specific

information can be used, for example, to group products into product catalogs.




© SAP AG 2004

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Product catalogs are used in SAP Internet Sales.

Product catalogs can be freely defined and configured. CRM-specific information and attributes can be

used here to help you organize and structure your products.

The general structure of a product catalog is characterized by:

y Validity period: Period for which the product catalog is valid

y Basic characteristics list:

Lists the characteristics of all products contained in the catalog; It is used to search for products on the

Internet.

y Administration data:Specifies the date of creation and the name of the user who created the object

y Different languages and variants can be used by one catalog.

y A product catalog can be used in different business scenarios, such as Business-to-Business or

Business-to-Customer E-Commerce.




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An industry-specific CRM solution provides predefined functions that directly address core business

process and core challenges within specific industry areas.

A good example of this is Trade Promotions Management for the Consumer Products industry.

mySAP CRM already benefits as standard from a range of functions that can be used to solve industry-

specific CRM problems. An example of this is Leasing and Asset Management (created for Pitney

Bowles).

These industry-specific solution packages contain SAP’s thirty years’ worth of industry experience. This

allows mySAP CRM to be implemented time and cost-effectively, and the focus can be placed on the

customer’s own business processes.

Many vendors claim to have industry-specific strategies but their approaches fall short. It is by no means

sufficient to supply industry add-ons for the front office on top of rigid core CRM applications.

Complete end-to-end process support must be adapted specifically to suit the industry business

environment our customers.




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hospitals, and other institutions) in a very specific market environment.

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Companies in the 0HGLD and entertainment industry have to manage their intellectual property. SAP

CRM 4.0 offers market-leading functions for creating and acquiring intellectual property, developing

new media products, selling rights and licenses, and managing royalty payments.

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For companies dealing with /HDVLQJ offerings, the leasing contract is at the heart of the customer

interaction. SAP CRM 4.0 includes comprehensive functions for the whole leasing process.

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Across the industries mentioned and in many others, such as 8WLOLWLHV7HOHFRPPXQLFDWLRQV%DQNLQJ

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functions that go beyond the traditional CRM offerings from other vendors by bridging the chasmbetween back and front office applications – and in so doing addresses the real needs of today’s

businesses across all industries, industry sizes, and regions. SAP CRM 4.0 is setting new standards for

industry-specific CRM and is pushing the evolution of CRM to another level.




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Leasing and Asset Management (LAM) provides a complete end-to-end solution for all companies that

lease out mobile assets. It supports all steps in the financing-contract life cycle, from the opportunity for

a lease or loan, through a quotation and mid-lease changes, to end-of-lease options. The solution also

addresses all expected international requirements, including multi-language and multi-currency

capabilities, parallel valuation according to multiple international accounting standards, and local

accounting rules.

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Leasing and Asset Management adds business value because it:

y Offers flexible financing contract management including powerful finance calculations

y Supports multiple account assignment in accordance with accounting principles, including group

consolidation

y Provides seamless integration between all front end processes in Contract Management and the related

back office

y Integrates lease and asset management into a customer relationship management system

y Is built on an open architecture that allows integration with external services, such as credit check

agencies

y Offers huge flexibility by rule-based engines that control the business process flow




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With this business scenario you can schedule, plan, and coordinate defined marketing activities in

cooperation with retailers to achieve a corporation-wide marketing and sales strategy. This leads to

increased profitability of all marketing activities that are agreed between you and your clients. As well as

increasing brand capital, name recognition, and market share, this business scenario enables you to

increase sales volume and place new products on the market.

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Consumer product manufacturers are spending an increasingly large proportion of their marketing

budget on Trade Promotions. For this reason, marketing, sales and purchasing departments are closely

integrated in the marketing process. You can evaluate current and future plans based on data from your

company or from external sources.




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launch and launch through on-going post-launch.

y An effective activity management organization needs sophisticated analytical capabilities, combining

external sales/prescription data and detailed account profiles to enhance customer segmentation and

targeting. Once a sales and product strategy has been defined, it can be executed with personalized

interactions using multi-channel communications. The solution for Value-Detailing consists of

Marketing and Sales Planning, Territory Management, Activity Planning and Execution, Sample

Management, and Pharmaceuticals Analytics.

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The Business Scenario &RQWUDFWVDQG&KDUJHEDFN covers the main business processes of a

pharmaceutical or medical supplies manufacturer (brand owner) for Contract and Chargeback ClaimsManagement.

y Group Purchasing Organizations (GPOs), Pharmaceuticals Benefit Managers (PBM), and Managed

Care Organizations negotiate pricing for certain products on behalf of their members (outlets like

pharmacies, hospitals, LTCs). This results in chargeback claims that occur when the wholesaler sells

the product at the contract price, which is typically below the Wholesale Acquisition Cost (WAC).

The claims are thoroughly validated by the manufacturer before they are released and paid. Contract

Management enables negotiation with contracting organizations and supports member eligibility

management and automated bid award notification.




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Channel Management offers a special solution for the Automotive industry, namely Customer & Vehicle

Relationship Management.

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The dealer portal integrates internal and external content. Standard automotive functions such as vehicle

locating and ordering, spare parts, and warranty are available with the December shipment. External

content such as systems for leasing/financing, insurance, and used car estimation systems can also be

integrated.

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The dealer portal handles specific employee roles at the dealership, for example sales manager and sales

representatives or service advisor and warranty claims processor.

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The sales process is supported by the following steps: vehicle configuration/pricing, vehicle search, real-

time planning, determination of the remaining value of the used car to trade-in, customer credit check, aswell as financial, insurance, and registration services.

³

The service process is supported by the following steps: supporting the life cycle of the customer after

the car has been bought, managing maintenance and repair processes, carrying out a spare parts search,

ordering from an online catalog, and automatically processing warranty claims based on rules; the dealer

portal keeps the service manager informed about the current status of the claim.

³

The dealer portal has a f lexible and open design. This means that it can be installed at the importer’s or

dealer’s site, or the dealer can even be connected straight to the manufacturer’s systems which, of

course, do not have to be SAP systems.




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Features include:

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each individual constituent. Information and constituent services are configured and modified to suit the

requirements of each specific target group. The following documentation describes how constituents can

request a service using the Internet, a call center, or face-to-face contact. It also demonstrates how you

can process complex services effectively in the system.

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The business scenario &DVH0DQDJHPHQWIRU3XEOLF6HFWRU enables you to consolidate the processing

steps of a complex, multi-level service into RQH case. This means that a case is the collection of business

transactions, involved business partners, (open and closed) activities, electronic documents, and

processor notes that accumulate during the process of a case. The entire process flow of a case is

documented after all processing steps have been closed. Typical examples of &DVHVin the public sector

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are an integral part of the e-Government solution for SAP for Public Sector

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The functions of the business scenario &RQVWLWXHQW6HUYLFHVIRU3XEOLF6HFWRU cover a subarea of the e-

government solution for SAP for Public Sector. The functions support a transparent and effective data

exchange of management processes between constituents and local authorities for several

communication channels (Internet, e-mail, telephone, and so on). Web-based constituent services are

especially suitable for simple services, such as requesting parking permits, changing address, registering

a business and so on. The possibility of a digital signature is leading the way towards “paperless”

processing of requests.




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the solutions mySAP CRM provides for the Utilities industry.

y The process is divided into various phases that are partially covered by generic mySAP CRM (such as

lead, opportunities and activities), as well as an industry-specific element that provides for the creation

of quotations and enrollment for non-residential customers.

y You create the customer(s) for the quotation prospect. If it is a chain or clustered customer, you can

illustrate the customer group hierarchy. Since special conditions usually apply to this customer group,

you also need to create an outline contract. This element comprises distributor determination and

mapping of grid products, which in turn form the grid usage charges. Technical data for the various

locations for service provision can also be entered. This data includes the connection object, premise,

and point of delivery, as well as additional premise-related data such as the voltage level, metercategory and so on.

y You create an opportunity in the system to monitor your results and carry out forecasting.

y In addition, each point of delivery can be linked with any number of consumption profiles, such as

load profiles from an Energy Data Management (EDM) system. These consumption values are used in

the quotation process in order to calculate the quotation prices. For calculation purposes, you define

the net operators and determine the access fees. This calculation is performed in mySAP CRM either

by using the Internet Pricing and Configurator (IPC) or an integrated Microsoft (MS) Excel solution.

Furthermore, an interface to external calculation tools is offered.

y After having done the calculation, you conduct profitability analysis and might send out the contract if

it is profitable for you.

y The data is replicated when the customer accepts the quotation and the quotation items are converted

into utility contracts. After replication, the contracts exist in both mySAP CRM and IS-U.




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Contract Management

y IPM supports management of contracts and relationships with business partners, such as licensors,

licensees, actors, and writers. Contract Management functions can be used to create and maintain

contracts of all types (service sales, product sales, and rights/license deals) for both the licensor and

licensee of intellectual property rights. IPM facilitates flexible management of different types of

Intellectual Property and related rights.

Utilization Repository – Rights Inventory

y The utilization repository provides features for managing the rights inventory and displays information

on Intellectual Property rights, such as status, availability, and restrictions. The system keeps records

of rights that enter or leave your inventory (for example, when acquired, licensed to third parties, or

sold) and can identify which rights are fully available.

Rights, License, and Product Sale

y IPM is integrated with mySAP CRM to incorporate the powerful functions of mySAP CRM for

Intellectual Property sales. It supports the entire life cycle of rights, licenses, and products – from

marketing, to sales, to value-added services. It also coordinates customer-facing activities, including

those carried out on the phone, Internet, or in person.

Royalty Accounting

y IPM manages essential royalty accounting processes. This includes generating invoices, receiving

payments from customers, entering information in the accounts receivable system, and paying

royalties to rights holders. The system calculates the share of royalties due using flexible, rule-driven

procedures. Payments are made to rights holders after factoring in advances, prepayments, or bad

debts. Royalty statements can be generated automatically at regular intervals or triggered by events.




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This process allows you to optimize, automate, and manage how you process incoming e-mails in the

Interaction Center (IC), therefore reducing the overall time and costs needed to process e-mails. Agents

are issued tools that ensure fast and consistent processing of e-mails, while managers are issued tools for

configuring, managing, and evaluating the system.

The E-Mail Response Management System (ERMS) is a tool that is used to manage large quantities of

incoming e-mails. Instead of placing all incoming e-mails in a queue, ERMS services offer automated

processing and organization of incoming e-mails. Thanks to different automated activities, agents do not

have to process e-mails manually as often, which thereby significantly reduces the costs of e-mail

processing. ERMS provides agents with tools to efficiently and consistently answer e-mails, and

managers with tools to manage, monitor, and create reports about the overall processing of e-mails.




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You use resource planning to create assignments for the items of a service order that are relevant for

resource planning. For this you use the resource planning table, with which you can assign available

employees to service tasks. The service employees can either accept or reject the assignments.

If you work with mobile communications devices (laptops or handheld devices), your employees can

download their assignments onto these devices.

Resource planners can:

y Create, change, or delete service employee assignments for performing service tasks. When an

assignment is created, the start and finish dates can be defined manually or by automatic scheduling.

y Display and change the status of a service employee assignmenty Update assignments, service tasks, and availability descriptions in the resource planning tool

y Display service employee data and switch to business partner maintenance to change this data

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