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Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden.
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SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.
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End-to-end interaction cycle y mySAP CRM is a unique solution that provides companies with insight into the entire sales lifecycle from identifying a lead, to developing a sales plan that includes necessary tasks and activities, to entering an order, to finalizing and managing the billing cycle and fulfillment process. The sales cycle y The sales cycle of a product or a service begins with recognizing an opportunity. An opportunity is a possibility for a business transaction, for example, the sale of products or services. A trade fair activity, a sales promotion, or a bid invitation can become an opportunity. The process ends with a sales order or cancellation from the customer.
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2SSRUWXQLW\ 0DQDJHPHQW With opportunity management you can manage the sales process. You do this using a sales methodology based on your best practices so as to empower your sales force. mySAP CRM integrates all communication channels and supports the entire document flow from inquiry and quotation to order or contract, including contract cancellations. &RQWUDFW 0DQDJHPHQW Contract management allows users easily and automatically to develop, verify, revise, and submit contracts tailored for each customer. This enables you to maintain long term customer relationships. Rebate management supports the establishment of long term customer relationships.
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Opportunity Management y Opportunity management ensures that sales employees have a comprehensive view of every sales opportunity. This enables them to capture, manage, and monitor the business contact and account information of potential opportunities. This includes identifying key criteria, sales histories, milestones, business development, outbound activities and internal tasks. Opportunity Management also can be easily adapted to proprietary or third-party sales methodologies. Quotation and Order Management y With quotation and order management, sales representatives can easily generate, calculate and create offers for customers, as well as generate follow-up activities such as customer orders. Contract Management y With contract management you can work with the customer to create and edit long term sales contracts tailored to the customer. Rebate Management y Rebate management allows you to process discounts in the form of rebates, which can be given to the customer and paid out retroactively. These are based on terms and conditions set out in rebate agreements. Granting rebates supports the establishment of long term customer relationships.
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A lead was created as the result of a campaign. A lead qualifier qualifies the lead as a hot lead (qualification level: hot). The lead is forwarded to the responsible sales representative via workflow. The sales representative receives the hot lead in his workflow inbox. He checks and accepts the hot lead. The system automatically creates an opportunity. The sales employee contacts the customer. He enters further data in the opportunity, such as estimated end date, expected sales volume, status, products, and participating members of the sales team. The sales employee activates the required activities in the sales assistant of the opportunity and adds new ones if required. The sales representative creates a specific activity plan for this opportunity. The sales representative qualifies the opportunity using the valuation and makes a positive or a negative decision. The sales representative uses further elements of the sales methodology (buying center, project goals, competitor analyses) and develops a clear value proposition for the customer. The sales employee presents the solution to the customer and creates a quotation. The sales employee secures agreement with the customer and creates a sales order.
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Even transactions with errors can be saved in CRM and are available for further processing. Sales orders must be completely processed before they can be transferred to SAP ERP. From the distribution status of the transaction in the CRM system, you can see whether the transaction was transferred successfully to SAP ERP or whether it is relevant for distribution at all. By bringing up the delivery status of the order in CRM you can check whether sales transactions were successfully transferred to SAP ERP. After successful billing, the relevant billing status is set and the document flow is updated.
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At the conclusion of this exercise, you will be able to: Create a sales order using the People-Centric UI
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You are introduced to the new design of the portal-based People Centric UI.
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Access the mySAP CRM People-Centric UI as a sales representative. 1-1-1 Open the Web browser using the URL your instructor gives you. 1-1-2 Log on to the portal as a sales representative.
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__________________________________________________ __________________________________________________ 1-2-2 Name some of the interactions where our sales team has dealt with ##Megastore in the past. __________________________________________________ __________________________________________________ 1-2-3 Add ##Megastore to your )DYRULWHV folder.
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Create a sales order for your customer, ##Megastore. Sold-to Party: Product: Quantity: +7 0HJDVWRUH
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1-2-2 Name some of the interactions where our sales team has dealt with ##Megastore in the past.
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This business process enables you to generate activity proposals for a group of selected business partners you have grouped in a tour. Additionally, you can enter business partner- and tour-specific information when editing tours. Further, you can save, display and shift activity proposals in your calendar. Furthermore, for mobile sales, a 3rd party tool (for example, PTV) can be used for graphical route planning.
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Tour planning is available within the context of activity management for &50 0RELOH and &50 (QWHUSULVH. Tour planning supports sales personnel, account managers and back office personnel in the planning and execution of their activities for all kinds of contact with business partners. With tour planning, business partners are grouped into tours according to particular criteria, such as location.
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To prepare tour planning for your entire enterprise, default values for the following fields must be defined: y Duration y Time period y Preparation time y Transaction type y Activity category However, sales personnel can alter these values when editing tours or when scheduling activities.
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Sales personnel create tours by grouping business partners who they regularly visit or would like to contact according to particular criteria, such as postal code. Further, a tour can also contain such information as the planned duration of a visit, the expected preparation time or the validity period of the tour. However, the tour contains no date, since a date is only specified when an activity is scheduled for the tour. However, when scheduling activities, the system takes the validity period into consideration; it determines tours whose validity period lies within the specified activity scheduling period.
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7RXUVSHFLILF ,QIRUPDWLRQ Person responsible: This information can be used for maintenance authorization and data replication. Territory hierarchy ID: This information can be used for data replication. Validity period: You cannot enter a date for a tour. However, you can enter a validity period for a tour. Thus, if you select a business partner from a tour during activity scheduling, the system checks whether the scheduled activities fall within the tours validity period. If this is the case, business partners for the appropriate tour can be selected for activity scheduling. Duration: This is the duration of the activity proposals generated during activity scheduling. Preparation time: This is the preparation time for the activity proposals generated during activity scheduling. Activity category Activity template: Tour-specific information can also contain details on an activity template, which can be used during activity scheduling to generate activity proposals. Select business partner: You can select business partners using the standard search or advanced search or carry them over from a pre-existing tour. Maintain tour information for a business partner: the business partners sequence number (determines the order in which you would like to visit business partners), week number, weekday and activity time (start time of the activity)

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Sales representatives can schedule all activities for a month from the first Monday of each month. To schedule these activities, a sales employee must select business partners using various criteria, for example, on the basis of a tour. After that, he or she triggers the generation of activity proposals. The system generates activity proposals, taking into consideration the employees working hours and pre-existing activities. The activity proposals are displayed in the calendar view. From here, the sales representative can accept, reject or postpone activity proposals. To reject activity proposals, the employee leaves calendar view without saving first. If the flag $GPLW 5HGXQGDQW 3DUWQHUV was not set during the processing of a tour or the planning of an activity, the system issues a warning message to let the employee know that a business partner from the target list is already planned for an activity and that no additional activity proposal need therefore be generated for this business partner. If this indicator was set, however, the employee can schedule any number of activities for the same business partner. You can only schedule activities for transaction types of the object type BUS2000126 ($SSRLQWPHQWV). Note: With Tour Planning you can schedule activities based on a tour. However, tour planning is not necessary for activity scheduling. You can also schedule activities using other information, for example based on open activities or using the business partner search (standard search and advanced search).
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CR300
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You can accept, reject and if necessary postpone activity proposals. To reject activity proposals, leave the calendar view without saving first. All newly created activity proposals will thus be deleted. You can accept activity proposals by selecting $FFHSW SURSRVDOV JHQHUDWHG in the calendar view. All newly created activity proposals will thus be accepted. If you wish not to save or reject all newly created activity proposals, you can save the proposals to begin with, and then postpone or delete them as required. You can also copy the activity proposals into a new tour by selecting 6DYH DV WRXU. The business partners created for activity proposals are carried over into the new tour automatically, including the fields %HJLQ WLPH, 'XUDWLRQ and 7LPH XQLWV. In the calendar, the following colors are used for the various activity types, statuses and proposals: y Activity proposals that have not yet been accepted or deleted and that have not given rise to conflicts (overlaps) are shown in green. y Activity proposals for which the preparation time cannot be considered due to a lack of time, are shown in blue. y Activity proposals for which no free time window could be found appear as all-day events in the calendar and are shown in red. y Activity proposals that have been accepted and thus have become activities are shown, like all other existing activities, in white.
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Customizing: &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o 6HWWLQJV IRU $FWLYLWLHV o 'HILQH 'HIDXOW 9DOXHV IRU 9LVLW 3ODQV DQG $FWLYLW\ 6FKHGXOLQJ Here you can define the following default values for tour maintenance and activity scheduling. y Duration y Preparation time y Transaction type y Category of activity For activity planning you can define the following additional default values: y Time period y Working hours y Appointment type
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This setting is made once only for your entire enterprise. The values defined here are then shown automatically during tour maintenance and activity planning as default values; however, you can change these values directly when editing a tour or planning activities.
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CR300
2-10
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At the conclusion of this exercise, you will be able to: Create a visit within a visit plan
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SAP AG
CR300
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1-1-4 Enter the following visit information for the business partners (number of week in which the activity is to be created, weekday and start time): %XVLQHVV 3DUWQHUV
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1-1-5 Change the visit plan status to 5HOHDVHG, save the visit plan and make a note of the number.
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At the conclusion of this exercise, you will be able to: Perform activity scheduling based on a visit plan
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Generate the activity schedule on the basis of your newly-created visit plan. 2-1-1 Create an activity plan with a duration of eight weeks. The starting date for this should be Monday of next week. 2-1-2 Select the business partners using the visit planning 7RXU *URXS ##. Set the switches 5HGXQGDQW 3DUWQHUV and )LOO 7RWDO 'XUDWLRQ.
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2-1-3 Add ##0HJDVWRUH as an additional business partner. They are to be visited on Wednesday of the first week at 2pm. 2-1-4 Generate an activity proposal. 2-1-5 Switch to the calendar and shift the activity with John Taylor (contact person at Mediastore) on Monday of next week to 3pm. 2-1-6 Accept the proposals.
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Create a new visit plan, noting the specific settings and functions. 1-1-1 Create a visit plan valid from today until the end of the year. Select the transaction type 9LVLW and choose Perry Johnson ## (SALESREP-##) as the person responsible.
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Accept the system default values for the duration and preparation time for each appointment. 3& 8,
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1HZ button 9DOLG IURP: 6KRUW WH[W:
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1-1-2 Which information is transferred into the tour item? To do this, go to the 9LVLW 3ODQ ,WHPV tab page: Transaction Type Duration Preparation Time
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1-1-3 Define the following business partners for your new tour:
Select the 9LVLW 3ODQ ,WHPV tab page
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Either enter the following IDs in the field %XVLQHVV 3DUWQHU, or select input help and search for the business partners. ,'
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1-1-4 Store the following visit plan information for the business partners (number of week in which the activity is to be created, weekday and start time). %XVLQHVV 3DUWQHUV
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Enter the values from the table in the appropriate columns on the 9LVLW 3ODQ ,WHPV tab page. 1-1-5 Change the visit plan status to 5HOHDVHG, save the visit plan and make a note of the number. 3& 8,
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Choose the 6DYH button.
Select the 'HWDLOV tab view and set the status to 5HOHDVHG.
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Generate the activity schedule on the basis of your newly-created visit plan. 2-1-1 Create an activity schedule with a duration of eight weeks. The starting date for this should be Monday of next week. Set the switches 5HGXQGDQW 3DUWQHUV and )LOO 7RWDO 'XUDWLRQ.
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Set the switches 3DUWQHU 5HGXQGDQF\ and )LOO (QWLUH 3HULRG. 2-1-2 Select the business partners using the tour planning 7RXU *URXS ##. 3& 8,
Select input help in the Partner ID field. An extra window (Business Partner Search for Activity Scheduling) will be opened.
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Search in the field )LQG by %\ 9LVLW 3ODQ in the window %XVLQHVV 3DUWQHU 6HDUFK IRU $FWLYLW\ 6FKHGXOLQJ and enter your tour description 7RXU *URXS . Select the button *R, select 'LVSOD\ o 6HOHFW $OO followed by the pushbutton &KRRVH.
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2-1-3 Add ##0HJDVWRUH as an additional business partner. They are to be visited on Wednesday of the first week at 2pm.
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Select input help in the 3DUWQHU ,' field.
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Select the button *R, select your business partner, and press the pushbutton &KRRVH.
Search in the field )LQG by $OO 3DUWQHUV in the window and enter ##0HJDVWRUH in the 1DPH /DVW QDPH field.
Enter the week in which the activity is to be created, the weekday and start time. 2-1-4 Generate an activity proposal. 3& 8,
Internal
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Select the pushbutton 'LVSOD\ and select 6HOHFW $OO. Then select &UHDWH $FWLYLW\.
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2-1-5 Switch to the calendar and shift the activity with John Taylor (contact person at Mediastore) on Monday of next week to 3pm. 3& 8,
Use
Select the tab page &DOHQGDU and view your newly-created visiting activities. Select the activity with John Taylor (Monday, 10am) and shift this using drag and drop to 3pm. 2-1-6 Accept the proposals. 3& 8,
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Select the button $FFHSW 3URSRVDOV.
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Activity management is an important component of mySAP Customer Relationship Management (mySAP CRM). It assists in the administration of all activities the employees of your company have worked on. All data that are stored in an activity consist of important information sources, to which all relevant employees must have access. An DFWLYLW\ is a document for recording information and planning actions at any time during the customer relationship life cycle. Activities can be telephone calls, customer calls, general preparatory tasks, reminders of appointments (private and business-related), and so on. Two types of activity are to be distinguished: contact and tasks. y A FRQWDFW contains information about business partner interaction on a particular date. y A WDVN contains information about what one or more employees has to complete by a particular date. Activities can retroactively be linked with various preceding documents, such as opportunities, quotations, orders, contracts, and so on (as of Release SAP CRM 5.0). For this, an object reference profile must be assigned to the activity type in Customizing.
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All activities consist of a header with general information and tab pages with more detailed information. The KHDGHU contains fields for the description, date and time, category, and partner information. The 'HWDLOV tab page is divided into several areas and contains the following information: y Priority, completion, and result (status) of the activity y Reason and goal of the activity y General information, for example, who created the activity and when The possible entries for these fields are defined in Customizing under the following path: 7UDQVDFWLRQV 6HWWLQJV IRU $FWLYLWLHV On the other tab pages, you can process texts, display and change business partner information, check organizational data, enter activity-specific addresses, and display a detailed view of all dates. When you work with WDVNV, the system does not show the tab pages for organizational data and addresses because this data is relevant only when the activity includes a business partner.
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Business activities are used to record public interactions, for example, activities that are carried out on behalf of the enterprise. Examples of business activities are telephone calls, letters or sales calls. These various activity types can be defined to meet the requirements of your enterprise in Customizing under the following path: 7UDQVDFWLRQV %DVLF 6HWWLQJV A business activity must have a partner, a start date and a finish date. If you want to include information for your private use or information ZLWKRXW a business partner, you must create a task. You use tasks when you want to create an activity that is not associated with a business partner (except a responsible employee). Tasks and contacts can be public or private (new for contacts since Release SAP CRM 5.0) and cover a wide range of possibilities, for example, the preparation of a customer presentation, or a reminder to buy a birthday card. If you mark a task as private, it cannot be viewed by other users.
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You can use activity journals to record and update information in CRM Enterprise and CRM Mobile that was gathered from customer visits or telephone calls. The information in the activity journal may or may not be product-related. An activity journal can contain the following information: y Type and number of products discussed with customer y Samples handed out to customers (for example, in the pharmaceuticals industry) y Placement of products in a shop, for example, whether products are placed on a promotion shelf or near the counter or shop entrance y Customer feedback The information gathered in activity journals can be used to: y Track the distribution of samples in the pharmaceuticals industry y Analyze sales data, for example, number of products handed out to customers y Track the progress of your sales team, for example, the number of discussions held with customers and the result of these discussions y Detect possible problem areas, for example, slow and non-moving products The data entered into an activity journal in CRM Enterprise is transferred to CRM Mobile and vice versa. In this way, you can display and edit activity journals in both systems, so that data consistency is ensured.
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SAP AG
CR300
3-8
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Template maintenance for journals enables you to define activity journal templates for sales representatives. Sales representatives use these templates to report the results of business activities with a business partner. You can define activity journal templates to suit the needs of your company. The WHPSODWH W\SH is a pre-defined form in which you define fields which are later displayed when editing activities in an activity journals and into which information can be entered. The template type serves as a basis for creating a pre-filled WHPSODWH. With the template type you determine the structure and layout of activity journals. A template type cannot be used alone it must always be used with a template. For the activity journal template type, validity criteria are determined by specifying template types, activity categories and time periods. The following crucial differences exist between a template and a template type: y Templates, but not template types, can be assigned target groups. y Templates, but not template types, can be assigned default products. When you create a template, product categories, products, product hierarchies and partner-product range (PPR) and listings can be assigned.
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SAP AG 2004
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Activity journals are entered in the SAP Easy Access Menu under $FWLYLWLHV 'HILQH $FWLYLW\ -RXUQDOV. The $FWLYLW\ -RXUQDOV tab page is only visible once a template type and template have been maintained. Further, the transaction type used must use item categories ACT, ACT0 and ACT1
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General access to the relevant Customizing settings for the activity journal area: &50 7UDQVDFWLRQV 6HWWLQJV IRU DFWLYLWLHV $FWLYLW\ MRXUQDO From a technical standpoint, activities using activity journals are a case of activities with items. For the transaction types used for this, item categories ACT, ACT0 and ACT1 must be used and assigned (see transaction type 0020 in the standard). In CRM Enterprise, you must use a transaction type with the item categories ACT, ACT0 and ACT1 in order to be able to use activity journals in the system. It is important that you assign all three item categories to the transaction type. If you do not use these item categories, the tab page $FWLYLW\ MRXUQDO will not be shown on the user interface, or you will not be able to use specific fields in the activity journal. By specifying a display frequency for activity journals, you can determine how often an activity journal is to be displayed during activity maintenance, for example, once a month, once a week, and so on. Repeated display of an activity journal serves as a reminder that the journal should, or can, be filled out, depending whether it was marked as required or not. For example, when you select the display frequency ZHHNO\, the system will ask you once a week to fill out the appropriate activity journal. With the assignment of a determination procedure you can carry over product proposals from listings in activity journals (irrespective of the sales area and transaction type). With reference to the transaction type, a determination procedure is sought with which the products listed in an activity journal are to be determined.
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Define periodicity of contact y Rule definition in business partner master data y Based on call, visit or delivery time Carry out periodical report y Create call list for periodical calls y Generate planned activities Assign people to perform the call / the activities y Manual assignment in call list y Automatically assigned on account of the defined relationship (for example, agent, sales representative) Perform planned activity y Create call list for order receipt y Have call center agent confirm the next call or next delivery y Generate activity for the sales representative The transaction code for creating the call list is /ncrmd_call_list. (,QWHUDFWLRQ &HQWHU 6XSSRUWLQJ 3URFHVVHV 2XWERXQG &DOOLQJ *HQHUDWH %XVLQHVV 7UDQVDFWLRQV DQG &DOO /LVW
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CR300
3-14
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At the conclusion of this exercise, you will be able to: Set up your own activities as a new transaction type Create activity journals in the SAP GUI Use activity journals in the application
Internal
Only
Partner
You would like to prepare a new transaction type for activities in Customizing using visit reports. In accordance with the specific requirements of your company and industry, you define an activity template which contains the information and fields of relevance to you. Finally, you create an activity using your newly created transaction type and fill out the visit report.
Use
SAP
1-1
You would like in future to set up a separate 9LVLW $FWLYLW\ ## as a new transaction type for the visiting appointments resulting from your tour plans (visit plans) which will allow the entry of data gathered while visiting the customer. 1-1-1 First, set up a new category for activities in Customizing. Enter < category, 9LVLW 5HSRUW ## as description and 9LVLW as class. as
SAP Partner
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Internal
1-1-3 In the Customizing Header, assign your newly created category < transaction type =%##.
1-1-2 Copy the transaction type &RQWDFW ZLWK 3URGXFW, which already exists in Customizing, and enter =% as the transaction type, &RQWDFW ZLWK -RXUQDO as the name and long description. to
1-1-4 Set up the Item Category Determination for your newly created transaction type ZB##. Item Categories $&7, $&7, and $&7 need to be determined so you can use activity journals in the application. Hint: The most sensible way to do this is to copy the three item category determination entries for transaction type 0020. 1-1-5 As a first step, test your newly created transaction type within the application by creating a contact with the transaction type =% . Check whether the system correctly offers the category Y## as default value. Use the activity partner ##0HJDVWRUH for the test.
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SAP AG
CR300
3-15
1-2
Create a new activity template for sales call reports and assign to this your newly created transaction type as well as a pre-existing template type.
1-2-1 Create a sales call report template called ## $-7HPSODWH and assign to this the template type =B,'(6B67'. 1-2-2 Assign the 7UDQVDFWLRQ 7\SH =%## and the &DWHJRU\ < .
1-2-3 Select the product type 3URGXFW on the 3URGXFWV'HIDXOW 9DOXHV tab and enter the two products +7 and +7. 1-2-4 Check the field attributes and set the attribute Product Priority as a mandatory field.
1-2-5 Now set the status of your new template to 5HOHDVHG and save it.
Only
1-3
Create an activity journal using your new transaction type ZB## and enter further information into the activity journal.
Internal
Partner
1-3-1 Create an activity ##&RQWDFW ZLWK -RXUQDO for your contact partner ##0HJDVWRUH. Go to the $FWLYLW\ -RXUQDOV tab page, and check whether your newly created and assigned template ## AJ template is used. 1-3-2 Record for both products proposed in the activity journal that you have discussed these with the customer. 1-3-3 Save your activities and analyze the error log. 1-3-4 Enter the necessary data and save your changes.
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You would like in future to set up a separate 9LVLW $FWLYLW\ ## as a new transaction type for the visiting appointments resulting from your tour plans (visit plans) which will allow the entry of data gathered while visiting the customer. 1-1-1 First, set up a new category for activities in Customizing. Enter < category, 9LVLW 5HSRUW ## as description and 9LVLW as class. %XWWRQ 6$3 5HIHUHQFH ,0* as
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1-1-2 Copy the transaction type &RQWDFW ZLWK 3URGXFW, which already exists in Customizing, and enter =% as the transaction type, &RQWDFW ZLWK -RXUQDO as the name and long description. 6$3 5HIHUHQFH ,0* &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o %DVLF 6HWWLQJV o 'HILQH 7UDQVDFWLRQ 7\SHV
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Select the transaction type &RQWDFW ZLWK 3URGXFW and click on &RS\. Make the necessary entries or changes, choose (QWHU and confirm the message that appears.
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1-1-3 In the &XVWRPL]LQJ +HDGHU, assign your newly created category < transaction type =%##.
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Select the =% transaction type, double-click in the dialog structure (left side of the screen) on Assignment of Business Transaction Categories, select the business transaction category %XVLQHVV $FWLYLW\ and double-click on &XVWRPL]LQJ +HDGHU. Define the default category <##.
1-1-4 Set up the Item Category Determination for your newly created transaction type ZB##. Item Categories $&7, $&7, and $&7 need to be determined so you can use activity journals in the application. 6$3 5HIHUHQFH ,0* &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o %DVLF 6HWWLQJV o 'HILQH ,WHP &DWHJRU\ 'HWHUPLQDWLRQ
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1-1-5 As a first step, test your newly created transaction type within the application by creating a contact with the transaction type =%##. Check whether the system correctly offers the category Y## as default value. Use the contact partner ##0HJDVWRUH for the test.
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Choose %XVLQHVV 7UDQVDFWLRQ o &UHDWH and choose the new transaction type for business activities =% to create the contact. Check the default values stemming from Customizing, such as Category. 3& 8,
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Choose the button 1HZ and select the new transaction type for contacts ##&RQWDFW ZLWK -RXUQDO to create the contact. Check the default values stemming from Customizing, such as Category.
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SAP AG
CR300
3-18
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1-2-1 Create an activity journal template called ## $- WHPSODWH and assign to this the template type =B,'(6B67'.
6$3 0HQX o $FWLYLWLHV o 'HILQH $FWLYLW\ -RXUQDOV Enter ## $- WHPSODWH as the journal title and assign the template type =B,'(6B67' in the field 7HPSODWH 7\SH. Confirm with (QWHU. . Select the button &UHDWH and use 7HPSODWH.
Create a new activity template for visit reports and assign to this your newly created transaction type as well as a pre-existing template type.
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1-2-3 Select the product type 3URGXFW on the 3URGXFWV'HIDXOW 9DOXHV tab and enter the two products +7 and +7. 1-2-4 Check the field attributes and set the attribute Product Priority as a mandatory field. Go to the tab page $WWULEXWHV and set the attribute 3URGXFW 3ULRULW\ as a mandatory field.
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1-2-5 Now set the status of your new template to 5HOHDVHG and save it. 1-3
SAP
SAP
Create an activity journal using your new transaction type ZB## and enter further information into the activity journal.
Use
1-3-1 Create an activity ##&RQWDFW ZLWK -RXUQDO for your contact partner ##0HJDVWRUH. Go to the Activity Journals tab page, and check whether your newly created and assigned template ## AJ template is used.
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&KRRVH %XVLQHVV 7UDQVDFWLRQ o &UHDWH and choose the new transaction type for ##&RQWDFW ZLWK 5HSRUW. Enter a description and select your customer ##0HJDVWRUH in the $FWLYLW\ 3DUWQHU field. 3& 8,
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SAP AG
CR300
3-19
Choose the button 1HZ and select the new transaction type for contacts ##&RQWDFW ZLWK 5HSRUW to create the contact.
Enter a description and select your customer ##0HJDVWRUH in the $FWLYLW\ 3DUWQHU field. 1-3-2 Record for both products proposed in the activity journal that you have discussed these with the customer.
Go to the tab page $FWLYLW\ -RXUQDOV and set the 'LVFXVVHG flag for both products proposed.
1-3-3 Save your activities and analyze the error log. Select 6DYH, then analyze the error log:
Only
Product Priority (## AJ journal) is a mandatory field Note: In PC UI you will be told when entering data that mandatory fields have not been filled, and you will be required to fill these. 1-3-4 Enter the necessary data and save your changes. Specify arbitrary characteristics for the product priority of both products. Then save.
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Internal
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SAP AG 2004
SAP
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Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products, number of visits). The organizational model reflects the internal view of your organization. The territory hierarchy reflects the market view. Changes to the territory hierarchy usually occur more frequently than changes to the organizational model. The customer base can increase or decrease and territories must be resized or reallocated to accommodate this, to ensure that a sales representative has the appropriate workload. Improve customer service: Assigning customers to territories and the relevant sales person ensures that all your customers are taken care of in the best possible way. Assess and motivate employees: Employees can also be evaluated according to the goals they have reached in their territories. Optimize organization: Using Territory Management, data can be distributed to Mobile Clients according to enterprise-specific criteria. In this way, sales peoples access to data can be controlled. Furthermore, it is essential that you can quickly determine who is responsible for which area, for example, finding the correct sales representative during a customer telephone call.
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In Territory Hierarchy Planning, you can create and define your whole territory structure. In Territory Maintenance, you keep your territory hierarchy up-to-date (for example, create a new territory or delete an old one, change or add validity period or attributes. You also maintain employee assignments here using the link with positions. In the Business Transaction, the territory can be determined from the employee responsible or from attributes of a business partner (for example, sold-to party). In Territory Analysis, the sales manager can analyze his/her territory and employees using different criteria.
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SAP AG 2004
SAP
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Internal
The market segment is defined by attributes that describe its responsibility, such as the following: y Geographic locations (for example, by postal codes) y Products and product lines y Directly assigned business partners (for example, key accounts) y User-defined attributes y A combination of the attributes Territory Management adds business value and offers these results: y Precise monitoring and management of your sales force y Optimal coverage of your sales territories y Improved customer service y Fast adaptation to changes in a fast-changing world
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Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products, number of visits). These territories are structured in a territory hierarchy. In Territory Management, a hierarchy of territories is used. It can comprise several levels, for example: y Level 0: Country y Level 1: Product Line y Level 2: Region y Level 3: Area The territory hierarchy has a validity period, which enables you to create territory hierarchies for the future and keep a history of previous hierarchies. You can define the territories using data from SAP CRM or an external planning tool. The data from the external planning tool is imported to SAP CRM with an open import interface. To edit territory hierarchies you need permission for one of the following objects: y CRM_TERRMA - Allows the user to edit territory hierarchies depending on the valid territory hierarchy IDs. y CRM_TERRDY - Allows the user to edit only those territories assigned to him, or those on a lower level of the hierarchy of a territory for which he is responsible. Further information about objects can be found in 6$3 (DV\ $FFHVV 0HQX under $UFKLWHFWXUH DQG 7HFKQRORJ\ 6\VWHP $GPLQLVWUDWLRQ 8VHU 0DLQWHQDQFH ,QIRUPDWLRQ 6\VWHP 2EMHFWV
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SAP AG 2004
SAP
SAP
Attributes describe the responsibility of a territory. You can easily activate the attributes you need. You can divide your sales market into clear and well-defined territories. You can define the territories using data from CRM Enterprise or an external planning tool. A territory has attributes that describe its scope, for example: y Geographic locations (for example, location by postal code) y Products and product lines y Directly assigned business partners (for example, key accounts) y A combination of the attributes For greater flexibility, you can define your own attributes. Newly supported territory attributes in SAP CRM 5.0: y Sales area y Business partner group hierarchies If the number of objects in the territory is to be checked with the entered sales area attribute then the following BAdI must be activated in Customizing: CRM_TERR_FILTER_TMPL (&XVWRPL]LQJ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW 0DVWHU 'DWD 7HUULWRU\ 0DQDJHPHQW %XVLQHVV $GG,QV %$G, )LOWHU 7HUULWRU\%XVLQHVV 2EMHFWV)
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CR300
4-9
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To define who is responsible for a territory, you must link your employees with the territories via the HR Position in Organizational Management. You can assign employees permanently or for a definite time period. You assign an employee to a territory via the employees position. This makes it easier to assign another employee to the territory if the first employee is away from the office or has left the company. When you change this information in the organizational model, this information is automatically considered in the territory in CRM Enterprise. You can carry out planning, analyze sales figures, and monitor performance of the territories and the sales people. You can change the territory hierarchy when territories must be redefined to accommodate the changing sales market. You can export the data to external planning tools using an export interface.
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When you create a business transaction, the system automatically determines the territory for the business transaction. When you create a business transaction in CRM Enterprise and enter an employee responsible in the header or in the item, the system automatically determines the territory for the business transaction. If the employee is assigned via the position to multiple territories, the system displays a dialog box from which you can select the relevant territory. This information is located on the 3DUWQHU tab in the header and the item. If an employee has more than one territory, you can choose the relevant one in a dialog box. You must assign the employee responsible to a territory. The system can determine territories on the basis of the partner function category. Based on the territory, the system can automatically determine the employee responsible in the business transaction. In Customizing for &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW under %DVLF )XQFWLRQV 3DUWQHU 3URFHVVLQJ 'HILQH $FFHVV 6HTXHQFHV there is a new access sequence (3UHFHGLQJ 'RFXPHQW 7HUULWRU\ 0DQDJHPHQW 8VHU), based on the source (partner determination origin) &50B3$571(5B0 (%XVLQHVV 3DUWQHU IURP 7HUULWRU\ 0DQDJHPHQW). Based on the attributes of the partner function source (in the new access sequence , this is the soldto party), the system determines the territory. The system then takes the employee responsible assigned to the territory.
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SAP AG
CR300
4-11
$QDO\WLFV LQ WKH 6DOHV 5HSUHVHQWDWLYH 3RUWDO

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Internal Use
SAP AG 2004
SAP
SAP
Queries were developed to meet particular customer requirements, including those from the pharmaceutical and consumer products industries. These queries can be used to analyze your sales data for territories: y Plan/Actual Comparison for Territories (with Strategic Enterprise Management, SEM) compares actual and planned sales quantities and net revenues at territory level. y Plan/Actual Comparison of Key Figures per Territory (with SEM) compares actual and planned quantities, gross revenue, discounts and net revenues at territory level. y Number of activities per territory y Number of samples distributed per territory y Contracts per territory y Open sales orders and quotations per territory These functions enable you to evaluate sales transactions and processes such as opportunities, incoming customer orders or activities at territory level, so you can see exactly how well your sales strategy is being implemented in each of your territories. Using these results you can then decide if you wish to change your territory assignments or whether you will have to employ different strategies for different territories.
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SAP AG
CR300
4-12
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At the conclusion of this exercise, you will be able to: Create a territory Assign employees to a territory View the territory in a business transaction
Internal
Only
A territory is a part of Territory Management and can be used in the business transaction, for example a sales order or an activity. In CRM Enterprise you can assign a territory to an employee, for example to a sales representative who is responsible for selling in a certain area. When you create a business transaction in CRM Enterprise, the system automatically determines the territory on the basis of the employee responsible.
Partner
Use SAP
SAP
1-1
What is the difference between Territory Management and Organizational Structure? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________
Partner
Use
Internal
1-2
The hierarchies of territories used in Territory Management can be freely defined in Customizing. Make yourself familiar with territory levels both in the application and in Customizing.
1-2-1 Take a look at Territory $ (PC4YOU Inc.). How many territory levels are used? Which ones? ________________________________________________________________ ________________________________________________________________
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SAP AG
CR300
4-15
1-2-2 Territory IDs have an offset and a pre-defined length. Go to Customizing and check the details for every level. When leaving the transaction you may be asked whether you would like to start the Delta upload for Mobile in the background. Answer QR.
1-3
Define a new territory, in which all four levels are used. Assign attributes at territory level, as well as an employee responsible for the territory.
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1-3-1 Create a new territory &RPSDQ\ (level 0) with description 8PEUHOOD &RPPXQLFDWLRQ and choose the corresponding ID derived from your group number.
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1-3-2 Below the company level, create two territories with territory level %XVLQHVV 8QLW. In the following parts of this exercise the ? should be replaced by your one-character company ID. Territory Level: Territory ID: Description: Territory Level: Territory ID: Description: Save your data. %XVLQHVV 8QLW "$
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1-3-3 Below Business Unit Hardware Group ##, create a territory of level 5HJLRQ. Territory Level: Territory ID: Description: Save your data. 5HJLRQ "$
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1-3-5 You can now assign attributes in order to create a territory that should contain business partners that are located in a certain area. You can use the * symbol as a wild card (e.g. necessary when using the Zip Code attribute). Country: 86 Region: Postal Code: &2
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Check how many Business Partners are assigned to this territory. Is the Business Partner ##Megastore contained in this territory? 1-3-6 As a last step you have to assign an employee/position. Search for the position 6DOHV 0DQDJHU (this is occupied by employee Mark Freeman) and assign this to this territory. Save your data. 1-4 You would like to understand how territories are determined within business transactions. You therefore create a sales order. Sold-To Party: 0HJDVWRUH
SAP
SAP
Partner
Use
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1-4-1 Create a sales order in SAP GUI of type 7HUULWRU\ 2UGHU and enter the following: Select the territory created in the previous exercise on the 6HOHFW 7HUULWRU\ screen.
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Click on the 3DUWQHUV tab and check which employee is responsible. Scroll further to the right and check the territory ID. How was this territory determined? _____________________________________________________________
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What is the difference between territory management and organizational structure? The organizational model reflects the internal view of your organization. The territory hierarchy reflects the market view. Changes to the territory hierarchy usually occur more frequently than changes to the organizational model. The customer base can increase or decrease and territories must be resized or reallocated to accommodate this, to ensure that a sales representative has the appropriate workload.
Internal
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1-2
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The hierarchies of territories used in Territory Management can be freely defined in Customizing. Make yourself familiar with territory levels both in the application and in Customizing.
1-2-1 Take a look at Territory $ (3&<28 ,QF). How many territory levels are used? Which ones? 6$3 0HQX o 0DVWHU 'DWD o 7HUULWRU\ 0DQDJHPHQW o 0DLQWDLQ 7HUULWRU\ +LHUDUFK\
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Enter $ and confirm.
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When leaving the transaction you may be asked whether you would like to start the Delta upload for Mobile in the background. Answer QR.
SAP AG
CR300
4-19
1-2-2 Territory IDs have an offset and a pre-defined length. Go to Customizing and check the details for every level. 6$3 5HIHUHQFH ,0* Button 6$3 0HQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o &RQILJXUDWLRQ o &XVWRPL]LQJ
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Define a new territory, in which all four levels are used. Assign attributes at territory level, as well as an employee responsible for the territory.
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1-3-1 Create a new territory &RPSDQ\ (level 0) with description 8PEUHOOD &RPPXQLFDWLRQ and choose the corresponding ID derived from your group number. 6$3 0HQX o 0DVWHU 'DWD o 7HUULWRU\ 0DQDJHPHQW o 0DLQWDLQ 7HUULWRU\ +LHUDUFK\ 7HUULWRU\ o &UHDWH Save. Use the territory ID and description given in the exercise.
SAP
SAP
Partner
Use
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1-3-2 In the Territory Hierarchy tree click with the right mouse button on your newly created company level and choose 7HUULWRU\ &UHDWH. Enter the data given in the exercise. 1-3-3 In the Territory Hierarchy tree click with the right mouse button on your newly created business unit level and choose 7HUULWRU\ &UHDWH. Enter the data given in the exercise. 1-3-4 In the Territory Hierarchy tree click with the right mouse button on your newly created region level and choose 7HUULWRU\ &UHDWH. Enter the data given in the exercise. 1-3-5 Enter the data given in the exercise. Is the Business Partner ##Megastore contained in this territory? Yes. . Here you can see the number of objects in the territory. You will get a list Click on of business partners fulfilling the attributes for example, country US, Region CO, and Postal code 8022*.
SAP AG CR300 4-20
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icon in order to assign an employee/position. Search for the position 1-3-6 Use the 6DOHVPDQDJHU (this is occupied by employee Mark Freeman). Once you confirm, a window will pop up. Confirm this and save the territory hierarchy. 1-4 You would like to understand how territories are determined within business transactions. You therefore create a sales order. 6$3 0HQX o 6DOHV o 0DLQWDLQ 6DOHV 7UDQVDFWLRQV 7UDQVDFWLRQ o &UHDWH
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The sales cycle of a product or a service begins with recognizing an opportunity. An opportunity is a chance for a business transaction, for example, the sale of products or services. A trade fair activity, a sales promotion, or a bid invitation can become an opportunity. Opportunity management is the process of maintaining opportunities. The goal is to generate as many orders as possible within the framework of an optimized sales process. Sales processes can be monitored and evaluated more efficiently with the use of opportunity management. Opportunity management forms a framework to represent sales projects from the start and follow their progress and, in this way, offers the foundation for targeted analysis and optimization of the sales process. Opportunity management is recommended when: y Multiple sales employees are involved y Large sales order values are awarded y The sales cycle is drawn out over a long period of time The process ends with a sales order or cancellation from the customer.
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The sales process within mySAP CRM can begin with an opportunity. An opportunity is a recognized chance for a business transaction, for example, the sale of products or services. From a process perspective, leads can be created before opportunities. Leads are generated, qualified, and maintained in the marketing area. The use of Lead Management is optional and can be used to optimize pre-sales activities. Opportunities serve as a central hub for the sales process, from which activities, quotations, contracts, and orders can result. An opportunity can support and manage the entire sales cycle. A structured sales methodology can be used to improve the quality of sales processes. 1RWH Lead Management, opportunity management and the sales methodology are optional functions whose usage is strongly determined by your enterprise-dependent processes and the industry sector in which you work.
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With Lead Management, a you have a function for generating, qualifying and maintaining leads in mySAP CRM. Lead Management helps the automation of pre-sales activities and frees up resources so that the sales department can concentrate on promising potential buyers and opportunities. Lead Management is process-oriented and is rooted in the marketing area because lead generation is carried out or initiated here. In this way, a lead can be generated for a particular business partner in a particular target group in a marketing campaign. Both customers and sales prospects can be viewed as leads. The process consists of lead generation, lead qualification, and lead reporting. y /HDG JHQHUDWLRQ means the creation of leads. A distinction is made between the inbound and outbound scenarios. y /HDG TXDOLILFDWLRQ is the process of multiple lead maintenance, during which time the level of business partner interest should be determined and increased. y 6WUDWHJLF UHSRUWLQJ IXQFWLRQV in SAP Business Information Warehouse enable you to measure the leads success.
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An opportunity goes through a sales cycle which is divided into various phases. The period of a sales cycle is determined by the start and end date of an opportunity. A SKDVH is a section of the sales cycle (for example, identification, qualification) in which certain activities are carried out. Sales cycles and their phases can be defined in Customizing according to enterprise-dependent requests (for example, a sales cycle for new customer transactions).
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An opportunity describes the interested party, their product and service requirements, their budget, the potential turnover, and an estimated sales probability. This information becomes concrete during the course of the sales cycle and can be mapped and evaluated in the system. From this, the following sales information can be stored in an opportunity: y Partner information y Sales cycle information (for example, start and end dates, status reason, current phase) y Forecast data (expected turnover, sales probability in percent per phase) y Information about the classification of the opportunity (origin, priority) y Texts (for your own usage or for correspondence with business partners) y Organization data y Products y Attachments (for example, product presentations)
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Opportunity handling within the People-Centric User Interface is based on the typical pattern-based approach that is used in mySAP CRM. The orientation area with the search and result list is in the upper part of the screen. In the lower part of the screen, you can display information for the selected opportunity. Tab pages allow you to navigate easily through the information you require.
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The same interface is used for all CRM business transactions in the SAP GUI (for example, leads, activities, opportunities, service and sales transactions, or contracts). They are always displayed in the same format. You can only change the single fields, depending on the transaction type you are processing. Transaction processing can be called up via various menu options (such as marketing, activities, sales, service, and complaints). The locator area is available for searching for opportunities using different attributes. In the workspace area, you can maintain header and item level information. You can use the ([SDQG and &RPSUHVV buttons to decide which data areas should be displayed on the screen (header or item level). Tab pages on header and item level allow you to easily navigate to the information you require.
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The quality of the sales process has a major influence on its success. A structured sales methodology enables you to monitor sales projects optimally, therefore improving the quality of the sales process dramatically. As of SAP CRM 3.0, you can map and implement a sales methodology that is geared towards enterprisespecific sales processes within opportunity management. Employees are led through an optimal sales process, from recognizing a sales possibility to closing a deal. The sales methodology is made up of: y Sales assistant y Project goals y Buying center y Competitor analysis y Opportunity assessment y Opportunity plan 1RWH As of Release 4.0, sales methodology functions are also available in CRM Mobile.
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The sales assistant provides sales personnel with a checklist of tasks and business activities to be performed for each phase of the opportunity. The sales assistant can be tailored to suit your companys specific sales process. Sales employees can display suggested activities and tasks for each phase and incorporate them into their personal activity plan for each sales project. Employees can also enhance the activity plan with personal activities at any time. The activity plan is closely linked to mySAP CRM activity management, enabling you to branch directly from the activity plan to corresponding and follow-up activities. In the activity plan, you can assign individual processing activities to other employees within your organization. For each activity, the sales employee can call up hints and background information based on proven sales practices. In the context of the sales assistant, actions are used to process follow-up transactions.
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To sell successfully, your first need to identify the customer and all people involved in the sales process on the customer side. The buying center supports these requirements by: y Identifying people involved in the decision-making process and the extent of their influence y Graphically presenting the interrelationship between people involved in the sales process y Recording descriptive attributes for each person (for example, attitude towards our solution or personal arguments for using it) With the information stored within a buying center, you can map and explain not only the formal enterprise hierarchy, but also the informal structure. In many cases, these informal structures are particularly vital for an opportunitys success.
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Before valuable resources are used in a sales project, you need to ascertain whether the expected turnover and the chance of success can justify the expenditure required. The opportunity assessment is a pre-defined questionnaire in the context of the sales methodology. It supports the sales employee when qualifying projects. The questionnaire is displayed in the opportunity on the $VVHVVPHQWV tab page (it is only displayed if the questionnaire to be used is assigned to the corresponding transaction type). You can define the following in Customizing: y Questionnaire layout y Questions and possible answers y Weighting of questions y Points score per answer The questionnaire must be assigned to the corresponding transaction type. On the basis of the weighted of questions and answers, the system determines the chance of success, which sales employees can then use to aid decision making. Along with the chance of success generated by the system, sales employees can enter and record their own estimates.
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You can use hierarchical opportunities to link related opportunities or sales projects to each other. This allows you to: y Divide a sales project into several subprojects y Bundle opportunities that belong together y Structure sales projects that consist of several subprojects Two types of links are possible: y A master opportunity is linked to a sub-opportunity at header level. y An item from a master opportunity is linked to a sub-opportunity. You can later display references and branch to the referenced opportunity in both the sub- and master opportunity. This functionality is available in both CRM Enterprise and CRM Mobile. On the 3URGXFWV tab, you can create a new sub-opportunity linked to a specific item in the master opportunity.
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You can use the 5HODWLRQVKLSV tab to link opportunities at header level. The opportunities that are to be linked must already exist. In order to maintain hierarchical opportunities, you have to assign object relationship profiles at transaction type and item category level in Customizing.
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Opportunity planning enables detailed planning of important sales figures, particularly for long-running projects. Opportunity planning allows you to analyze cumulated planning figures, providing an important base for sales and production planning. Planning figures can be stored directly in the opportunity, facilitating detailed sales revenue planning for the coming weeks, months, quarters, or years. Planning figures can be created for the complete opportunity (for example, sales revenue, market share, sales quantity) as well as for individual products (for example, sales revenue, number of pieces). Planning is based on mySAP Strategic Enterprise Planning (SEM) and is fully integrated with mySAP Business Intelligence (mySAP BI). You make settings in Customizing for the SEM system to define how planning is structured, and which rules should be used. This means you define the planning profile in the SEM system. You then assign this planning profile to the respective transaction type in Customizing for CRM, and make settings for system communication. Opportunity planning is available both in CRM Enterprise and CRM Mobile.
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You can link opportunities to a project management system. Using a project system gives you the following advantages: y Improve project qualification in sales projects y Improve planning and structuring of sales projects in which a large number of sales employees are involved Sales projects can be integrated with project management: y At header level y At item level (for example, when individual project management is required for selling each item) In order to be able to work with the project system, you will require the cProjects Suite 3.00 as an add-on to your CRM system. If you also wish to work with resource planning in the project system, you will require WFM Core 1.00 as an add-on to your CRM system. You can only link opportunities with the project system in CRM Enterprise. Relationships created in CRM Enterprise are therefore not displayed in CRM Mobile.
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Two-way data exchange between CRM Enterprise and CRM Mobile is supported. Customizing settings for opportunities in CRM (for example, sales cycles, phases) can be transferred to CRM Mobile Sales. Data exchange of opportunities from SAP CRM to SAP R/3 is not possible, as this transaction type is not available in SAP R/3.
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Opportunity-specific system settings can be structured into three sections: y 6DOHV F\FOH DQG SKDVHV In this section, enterprise-specific sales cycles and phases are defined. Phases are assigned to the sales cycles. A sales cycle is assigned to the required transaction type. y &ODVVLILFDWLRQV In this section, various opportunity groups, priorities, and types of origin are defined. The stored priorities and origins are then offered for selection in the input help in the document. The opportunity group assigned to the transaction type is automatically set in the application when you create a corresponding opportunity. y 6WDWXV VHWWLQJV You can control user-defined status profiles as well as status reasons in this section. If you wish to use hierarchical opportunities in addition, you need to set up both &RS\LQJ &RQWURO IRU 2SSRUWXQLW\ ,WHP to 2SSRUWXQLW\ DQG 2EMHFW 5HODWLRQVKLS 3URILOHV. 1RWH Should you continue to use the sales methodology, you must make additional settings, such as Define and Assign Assessment Questionnaires and Set Up Sales Assistant Activities Using Actions.
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In most cases, transactions have two levels: y Header level y Item level For each of these levels, a control size is required, with which the business context for the appropriate transaction/item can be mapped. The Customizing object of the transaction type is used for this at transaction level. The item level is controlled in Customizing via the item category.
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The transaction type defines the characteristics and attributes for an opportunity and determines the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile, action profile, number range assignment). You set up the corresponding transaction types and item types for opportunity management in Customizing activities under 7UDQVDFWLRQV. The customizing settings you need to make here are valid for all transaction types, such as sales order, quotations or contracts. The relevant settings are made in three steps: y Transaction types are stored and the appropriate control elements are entered, such as text determination procedure, partner determination procedure, and action profile. y Possible business transaction categories are assigned to a transaction type. y Control elements such as sales cycle, opportunity group, the assessment questionnaire, and a planning profile are stored at the Customizing header level. Item-specific settings are required if you work with products in opportunities.
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When working with opportunities, you often want to store the products for which you see a selling potential. This means you need to implement another control instrument at item level similar to the transaction type at header level for transactions. The item category defines the characteristics and attributes of a transaction item and, in doing so, controls item processing. First you assign an item object type to the item category. This determines the business context in which an item category is used. At this level, additional basic assignments (such as text determination procedure, partner determination procedure, number ranges) are controlled for such items. In step two you assign the possible business transaction categories to an item category. This defines the business usage and usability of such items is defined. Examples of business transaction categories are opportunity, sales, complaint or contract. Depending on the selected business transaction category, various areas and fields are available for maintenance at item customizing level. For example, when working with item categories that are only used for opportunities, only the block of pricing-relevant data is offered, because such items are not relevant for billing.
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Within transactions at item level, the appropriate item category should be automatically determined by the system when entering a product. For this to work, you need to make settings for item category determination. The main influencing factors during determination are the transaction type and the item category group. The item category group is a field stored in the product master. If you store an opportunity for a product with the item category group NORM (sales item), the system automatically determines the relevant item category. In special cases, the item category usage or the item category of the higher-level item can still be relevant. You can define which alternative item categories can be entered manually, and which item category is suggested by the system. Item categories and item category determination are relevant for all CRM transactions. You make the necessary settings in Customizing under 7UDQVDFWLRQV %DVLF 6HWWLQJV.
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CR300
5-24
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At the conclusion of this exercise, you will be able to: Classify an opportunity as a transaction type in Customizing according to the requirements specific to your company Create an opportunity by using elements of a sales methodology
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You have identified new opportunities to sell your products to new customers. You want to store information relevant for your sales force in the system using opportunity management.
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1-1-1 In Customizing, maintain a special priority, 3ULR , for opportunities that you can later assign to relevant documents. Use the data in the following table.
*U RX S1 U
3ULRULW\
*U RX S1 U
3ULRULW\
Create a new RSSRUWXQLW\ transaction type and tailor it to your needs. When your Customizing settings are made, test your newly created opportunity type.
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1-1-2 Set up a new origin, = , with the description 6DOHV &DOO text) for opportunities.
SAP AG
CR300
5-27
1-2
You should set up the new transaction type for your opportunity, =2 , in such a way that you can also use elements of a sales methodology. The sales cycle for business from new customers should be used, along with the sales assistant and a questionnaire. 1-2-1 In the first step, copy the transaction type 2337 and enter the following data for your new transaction type: Trans.Type: Name: Description: =2 ##2SSRUWXQLW\ 2SSRUWXQLW\ *URXS
After choosing &RS\ DV, you must confirm the copy procedure by choosing (QWHU.
Internal
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1-2-2 Assign an action profile to transaction type =2 assistant.
that supports the use of the sales
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The following settings are made on the Customizing Header level of the transaction type. You have to navigate using the structure on the left. Select your entry ZO##, and double-click $VVLJQPHQW RI %XVLQHVV 7UDQVDFWLRQ &DWHJRULHV. Select transaction category 2SSRUWXQLW\ and doubleclick &XVWRPL]LQJ +HDGHU. .
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1-2-4 Assign opportunity group 1HZ &XVWRPHUV to transaction type =2 . 1-2-5 Assign the questionnaire 6WDQGDUG to transaction type =2 . 1-3
1-2-3 Link the sales cycle for business from new customers with opportunity =2
SAP Partner
Use
Set up item category determination in such a way that item category 2337 is determined for sales items in the new transaction type =2 . 1-3-1 Branch to item category determination in Customizing and store the following new entry: =2 Item category group: 6WDQGDUG LWHP 1250 Item category usage: EODQN! Main item category: EODQN! Item category: 2337
Internal
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SAP AG
CR300
5-28
1-4
Create an opportunity for your newly created transaction type, test your settings. 1-4-1 Enter the following data: Description: Sales prospect: Closing date: 7HVW RI 2SSRUWXQLW\ 0HJDVWRUH (QG RI WKH \HDU
2SSRUWXQLW\ (ZO##), to
1-4-3 Classify your opportunity. The 2ULJLQ should be 6DOHV &DOO and 3ULRULW\ should be 3ULR . 2SSRUWXQLW\ *URXS 1HZ &XVWRPHUV was set by default due to your settings from 1-2-4.
1-4-2 Which 6DOHV &\FOH is used for this opportunity? Take a look at the phases and choose phase ,GHQWLI\ RSSRUWXQLW\.
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1-4-5 Trigger two follow-up activities using the sales assistant. Choose *DWKHU ,QIRUPDWLRQ RQ &XVWRPHU and 2EWDLQ DQG 3UHSDUH 9LVLW.
1-4-4 As a product for your opportunity, enter +7 with quantity pieces. The system determines the item category 2337 for this product.
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1-4-6 2SWLRQDO Fill in the assessment questionnaire with answers from the multiple choice selection and save the form. On the 'HWDLOV tab page, check the chances of success that have been calculated by the system. 1-4-7 Save the opportunity and note the number. _______________________________________________________________
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Create a new 2SSRUWXQLW\ transaction type and tailor it to your needs. When your Customizing settings are made, test your newly created opportunity type. 1-1-1 In Customizing, maintain a special priority, 3ULR assign to the relevant documents. , for opportunities that you can later
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Choose &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o 6HWWLQJV IRU 2SSRUWXQLWLHV o 'HILQH 2SSRUWXQLW\ *URXS 3ULRULW\ DQG 2ULJLQ o 'HILQH 3ULRULWLHV IRU 2SSRUWXQLWLHV. Choose 1HZ (QWULHV and enter the following: Priority: Description: Description: 3ULR &KRRVH FRUUHVSRQGLQJ WDEOH HQWU\ 3ULRULW\ *URXS
Choose 6$3 5HIHUHQFH ,0*.
Choose 6$3 0HQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o &RQILJXUDWLRQ o &XVWRPL]LQJ.
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1-1-2 Execute the IMG activity 'HILQH 2ULJLQ IRU 2SSRUWXQLWLHV. Choose 1HZ (QWULHV and enter the following: Origin: Description (short): Description (long): 6DOHV &DOO =
Save your entry and go back two steps.
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6DOHV &DOO *URXS
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Save your entry and go back two steps.
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SAP AG
CR300
5-31
1-2
You should set up the new transaction type for your opportunity, =2 , in such a way that you can also use elements of a sales methodology. The sales cycle for business from new customers should be used, along with the sales assistant and a questionnaire. 1-2-1 In the first step, copy the transaction type. In Customizing, go to &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o %DVLF 6HWWLQJV o 'HILQH 7UDQVDFWLRQ 7\SHV and execute this activity. Use the 3RVLWLRQ button or scroll down to entry 2337. Select this entry by choosing the 6HOHFW button or use F8.
Choose &RS\ DV.
Enter the following data:
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Transaction Type/Description (short) Description:
=2
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1-2-2 Assign an action profile to transaction type =2 assistant.
Choose (QWHU and confirm the dialog box.
2SSRUWXQLW\ *URXS
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that supports the use of the sales
Display the details of your transaction type ZO##. To do this, you can: o Select the new entry and choose 'HWDLOV o Press F2 Enter the following data: Action Profile: 23325781,7<B6$/(6B$66,67$17 o Double-click the new entry (dont use the button in front!)
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1-2-3 Link the sales cycle for business from new customers with opportunity =2 Select 7UDQVDFWLRQ &DWHJRU\ 2SSRUWXQLW\. Double-click &XVWRPL]LQJ +HDGHU. Enter the following data: Sales Cycle: 1HZ &XVWRPHU
Select $VVLJQPHQW RI %XVLQHVV 7UDQVDFWLRQ in the dialog structure on the left.
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1-2-4 Assign opportunity group 1HZ &XVWRPHUV to transaction type =2 . 1-2-5 Assign the questionnaire 6WDQGDUG to transaction type =2 . Assessment: 67$1'$5' Save your entries and go back to the IMG root structure. Opport. Group: 1HZ &XVWRPHU
SAP AG
CR300
5-32
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Set up item category determination in such a way that item category 2337 is determined for sales items in the new transaction type =2 . 1-3-1 Branch to item category determination in Customizing. Choose &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o %DVLF 6HWWLQJV o 'HILQH ,WHP &DWHJRU\ 'HWHUPLQDWLRQ. Execute this IMG activity and choose 1HZ (QWULHV. Enter the following data: Trans. Type: Item Cat. Group: Item Cat. Usage: Main item cat. Item category: =2
6WDQGDUG ,WHP EODQN! 2337 EODQN!
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Save this entry and go back to the SAP Menu. 1-4 Create an opportunity for your newly created transaction type, test your settings.
Top-level navigation $FTXLVLWLRQ 2SSRUWXQLW\ from the value-help selection and
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Select the button 1HZ Choose enter the following: Sales prospect: Description: Closing Date:
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Choose (QWHU and confirm any partner/address-related dialog box.

Choose 6$3 0HQX o 6DOHV o 0DLQWDLQ 2SSRUWXQLWLHV. 2SSRUWXQLW\ and enter the following:
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Choose %XVLQHVV 7UDQVDFWLRQ o &UHDWH. Choose your newly created Description: Sales prospect: Closing Date:
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1-4-2 Which 6DOHV &\FOH is used for this opportunity? Take a look at the phases and choose phase ,GHQWLI\ RSSRUWXQLW\.
If you are not already in detail view, choose *R WR o 'HWDLOV Sales Cycle: 6$3 *8,
Phase: Sales Cycle:
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1HZ &XVWRPHU
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1-4-3 Classify your opportunity. The 2ULJLQ should be 6DOHV &DOO and 3ULRULW\ should be 3ULR . 2SSRUWXQLW\ *URXS 1HZ &XVWRPHUV was set by default due to your settings from 1-2-4.
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Priority: Origin:
Origin: Priority:
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1-4-4 As a product for your opportunity, enter +7 with quantity pieces. Note that item category 2337 is determined.
Go to the 3URGXFWV tab. Product: Quantity: 6$3 *8,
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Select $GG (QWU\ and enter the following: +7
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Go to the 3URGXFWV tab. Enter the following data: Product: +7 Quantity:
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5-34
1-4-5 Trigger two follow-up activities using the sales assistant. Choose *DWKHU ,QIRUPDWLRQ RQ &XVWRPHU and 2EWDLQ DQG 3UHSDUH 9LVLW.
Choose the 6DOHV $VVLVWDQW tab.
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Select 2EWDLQ DQG 3UHSDUH 9LVLW and choose $FWLYDWH.

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Select *DWKHU ,QIRUPDWLRQ RQ &XVWRPHU and choose $FWLYDWH.
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1-4-6 2SWLRQDO Fill in the assessment questionnaire with answers from the multiple choice selection and save the form. On the 2YHUYLHZ tab page, check the chances of success that have been calculated by the system.
Choose the $VVHVVPHQWV tab.
Select 2EWDLQ DQG 3UHSDUH 9LVLW and choose $FWLYDWH $FWLRQ.
Select *DWKHU ,QIRUPDWLRQ RQ &XVWRPHU and choose $FWLYDWH $FWLRQ.
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1-4-7 Choose 6DYH
Select any answer(s) and choose 6DYH. Note that the calculated percentage is visible on the 'HWDLOV tab.
Choose the $VVHVVPHQWV tab.
6$3 *8,
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The document flow displays the links within a business transaction. It also shows documents that are linked together in the system. When processing business transactions, you can display the document flow for a single selected transaction. This gives you an overview of the documents that are linked to the current transaction. This allows you to see, for example, to which transactions a particular standard order relates. A typical document flow may consist of a task, a quotation, and a sales order. If you were to display this document flow by branching to it from the quotation, the task would be a preceding document, and the sales order would be a follow-up document.
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SAP AG
CR300
6-3
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In copying control for transaction types, you can make settings to determine which existing transaction types can be transferred to which other transaction types. The following are some examples: y Lead (LEAD) to Opportunity (OPPT) y Opportunity (OPPT) to Quotation (AG) y Quotation (AG) to Telesales (TA) The following examples are, however, excluded: y Opportunity (OPPT) to Returns (CRMR) y Quotation (AG) to Complaints (CRMR) You can set details of the copy process in copying control.
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You can make settings in copying control for copying transaction types and their item categories. To make these settings, you need to enter a source transaction type and a target transaction type and set the relevant conditions for this combination. In addition, you can specify a copy procedure. Customers with particular requirements for copying control can extend the conditions to fit their needs. It is also possible to write individual data transfer procedures using BAdI methods (Business Add-In methods). Copy procedures themselves are maintained in Customizing under &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW 7UDQVDFWLRQV %DVLF 6HWWLQJV &RS\LQJ &RQWURO IRU %XVLQHVV 7UDQVDFWLRQV %XVLQHVV $GGLQ IRU &RS\LQJ &RQWURO You can also use transaction SE18 (BAdI Builder) and BAdI CRM_COPY_BADI. The procedure for item categories is similar to that for transaction types.
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CR300
6-5
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SAP AG 2004
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If QR entry is found for copying control in this table, the item category is found in the target transaction using normal item category determination. Here, you can find a particular item category determination that is executed during copying. The target item category is found based on the item category in the source transaction and the transaction type of the target transaction. Therefore, the transaction type of the source transaction is not relevant for item category determination. ([DPSOH You use two item categories (ZAG1 and ZAG2) in a single quotation. When creating a follow-up transaction of type sales order, you would like to automatically use corresponding item categories ZTA1 and ZTA2.
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6-6
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&RS\LQJ The system creates a copy of the currently called-up transaction and displays it for processing. When saving the copied transaction, the document flow is not updated; that is, the copied transaction has no connection to the reference document. Select this procedure when no reference is to be created between the source and target transactions. The source transaction is used as the data template for the target transaction. )ROORZXS 7UDQVDFWLRQ The system copies the data from the current transaction and the target transaction is displayed. If there are items available in the transaction (for example, in a sales transaction or a service transaction), you can choose which items should be transferred from the source transaction to the target transaction. The document flow is then updated; that is, the link between the transactions is documented. You can create a sales order with reference to a quotation, for example. In this way, you can recognize the link between both transactions and any possible differences between them after the quotation has been completed. You can also create a follow-up transaction with reference to a number of transaction documents. Here, the header data is transferred from the first transaction, and the item data from all transactions is collected and transferred to the ,WHP 6HOHFWLRQ tab page. To do this, use the locator.
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&RS\LQJ &RQWURO IRU 7UDQVDFWLRQ 7\SHV &RS\ ,WHP 1XPEHU Specifies whether the system should copy the item numbers from the source transaction to the target transaction &RPSOHWH 5HIHUHQFH Specifies whether a source transaction should be completely copied &RS\LQJ 5RXWLQH Using a Business Add-In implementation (CRM_COPY_BADI), you can specify specialties when copying documents &RS\ 3ULFH $JUHHPHQWV Specifies whether price agreements are copied &RS\ 32 GDWD Specifies whether the system should copy the purchase order data from the source transaction to the target transaction

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&RS\ &RQWURO IRU ,WHP &DWHJRULHV &RS\ 5RXWLQH %$G, &RS\ &RQGLWLRQV Specifies which pricing conditions should be copied from the source item to the transaction item; uncopied conditions are redetermined 5H([SORGH 6WUXFWXUH)UHH *RRGV Specifies whether the system should copy the component structure/free goods )L[LQJ Specifies whether it is possible to change item configuration in target item *HQHUDWH 'DWD Specifies whether the product master data should be redetermined &RS\ 6XUYH\ Specifies whether a survey is copied into the target item

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6-8
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At the conclusion of this exercise, you will be able to: Describe copying control for transaction types and item categories in CRM, and implement and test copying control Create business transactions as copies or as follow-up transactions of already existing transactions
Internal
Only
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You want to use a special opportunity you created in a previous exercise as a basis for creating additional business transactions, such as quotations or sales orders. To do this, you must be able to describe copying control in CRM and make the necessary entries.
Use
1-1
SAP
To be able to productively use the transaction type =2 2SSRUWXQLW\, that is, to be able to create follow-up transactions or copies of the opportunity, you must make or check the required entries for transaction types and item categories (on header and item level) in copying control. 1-1-1 Generate a quotation with transaction type $* 4XRWDWLRQ o 2UGHU as a follow-up document from 2SSRUWXQLW\. Does the system allow you to do this? ____________________________________________________________ Why or why not? ____________________________________________________________ 1-1-2 In Customizing for copying control for transaction types, check whether the relevant entry is present for copying the source transaction type =2 to the target transaction type $*. If this is not the case, you must make the required entry yourself, by choosing (QWULHV and filling the 6RXUFH 7UDQVDFWLRQ 7\SH and 7DUJHW 7UDQVDFWLRQ 7\SH fields with the relevant information.
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6-11
1-1-3 You used item category 2337 for the transaction type =2 ##2SSRUWXQLW\. For the transaction type $* 4XRWDWLRQ o 2UGHU, one of the corresponding item categories is $*1. Check, in copying control for item categories, whether the required entry is present in Customizing. Is the entry present? ____________________________________________________________ 1-1-4 Generate a transaction with transaction type $* 4XRWDWLRQ o 2UGHU as a follow-up document from 2SSRUWXQLW\ =2 . Does the system now allow you to do this? ____________________________________________________________
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To be able to productively use the transaction type =2 2SSRUWXQLW\, that is, to be able to create follow-up transactions or copies of the opportunity, you must make or check the required entries for transaction types and item categories (on header and item level) in copying control. 1-1-1 Generate a quotation of type 4XRWDWLRQ o 2UGHU $* as a follow-up document from 2SSRUWXQLW\. Does the system allow you to do this? ________________________________________________________________ Why or why not?
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1-1-2 In Customizing for copying control for transaction types, check whether the relevant entry is present for copying the source transaction type =2 to the target transaction type $*. If this is not the case, you must enter the required entry yourself, by choosing 1HZ (QWULHV and filling the 6RXUFH 7UDQVDFWLRQ 7\SH and 7DUJHW 7UDQVDFWLRQ 7\SH fields with the relevant information.
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1-1-4 Generate a transaction with transaction type $* 4XRWDWLRQ o 2UGHU as a follow-up document from 2SSRUWXQLW\ =2 . Does the system now allow you to do this? 3& 8,
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Inquiry processing is available in CRM Enterprise (SAP GUI), CRM Mobile Sales, and the Interaction Center WinClient. The CRM People-Centric UI does not have its own application for inquiries. The following process takes place in SAP CRM: y Create inquiry
You can use inquiry processing to respond to requests made by prospects for information on specific goods and, in particular, on prices. The prospect contacts the vendor and asks for detailed information on products. You create an inquiry in SAP CRM.
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A prospect makes an inquiry regarding one or several products from your enterprise. You create an inquiry.
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You can use quotation processing to give your business partner confirmation that you will deliver a specific quantity of products at a specific time, for a specific price. Within the framework of quotation processing, various sales functions are available to the sales employee, as well as special functions for quotations. Create quotation (SAP CRM) y You decide to provide the customer with a quotation, and create a quotation in the system. You can create the quotation with reference to the inquiry. You then create items for the quotation. Enter products (SAP CRM) y You enter the products requested by customers. Check availability (SAP CRM and SAP APO) y You can check availability of products for every item in the quotation. Maintain and determine conditions (SAP CRM) y The system determines the prices and the value of individual items. If necessary, you can process these. Send quotation to customer (SAP CRM) y You can send the quotation either electronically, or in print to the customer. Create activity (SAP CRM) Monitor status of quotation (SAP CRM) y For example, you can display quotations that are relevant for you according to their validity.
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In business transactions, some functions are used particularly in quotations: 2UGHU 3UREDELOLW\ The order probability indicates the probability that a sales order will be placed. It aids the calculation of the expected total net value. 9DOLGLW\ Validity dates can be determined automatically from the date profile stored for the quotation. $OWHUQDWLYH ,WHPV Alternative items allow you to offer the customer not only a particular product at the time the quotation is created, but to offer a variety of similar products. $FWLRQV Quotations can be linked with actions. This allows you to make settings to automatically complete a quotation after the validity period has expired, or when the follow-up action &UHDWH FRQWDFW is triggered. $YDLODELOLW\ &KHFN Quotation items can be checked for availability with an individual ATP Profile.
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because of the conversion of a quotation are not covered by this solution. Quotations created in SAP Internet Sales, in particular, cannot be transferred to SAP ECC (SAP R/3). In SAP ECC (SAP R/3), completion rule A is supported (that is, completion during first reference). A middleware parameter QUOTATION_UPLOAD_ACTIVE must be set and a system status (I1055)

7UDQVIHU IURP 6$3 &50 WR 6$3 (&& RU 6$3 5 If a quotation is transferred from SAP CRM to SAP ECC (SAP )R/3, it can only be referenced in SAP ECC (SAP R/3) and no longer in SAP CRM. The document flow is updated on both sides. The processing of combined business transactions (quotation and sales order items in one transaction) is not supported. Transfer is only available for business transactions that contain quotation items. Quotation items must be intended for copying in Customizing. Scenarios in which a sales order results
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must be adapted in order to be able to transfer quotations into SAP ECC (SAP R/3). 1RWH Do not adopt the modification from SAP Note 455678 when upgrading to CRM 4.0 >= SP02 7UDQVIHU IURP 6$3 (&& 6$3 5 WR 6$3 &50 If a quotation is transferred from SAP ECC (SAP R/3) to SAP CRM, the quotation cannot be changed in SAP CRM (display only).
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There are two ways to convert quotation items to order items: y Creating a follow-up transaction y Changing the item status Particularly in the case of the call center, it makes sense to change the item status to reduce both the volume of documents and the amount of work needed to create them. When creating a follow-up transaction, two separate documents are created. You must make the necessary settings in copying control to use this function. If the item status is changed, only one document is created. When changing the status, use the default settings for item categories.
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On the third level of customizing item categories (Customizing item) special parameters for quotation item categories can be set up. 5HOHYDQW IRU TXRWDWLRQ Controls the quotation relevance and the default value for the system status of the item. 6XEVHTXHQW SURFHVVLQJ Controls how further processing of the quotation should be carried out. The value in this field defines whether the item: y Should be copied to an order item y Should become a contract/order item by resetting the TXRWDWLRQ status 2UGHU SUREDELOLW\ Used to calculate the expected value in the dynamic cumulated document data, and serves as instrument for pipeline analysis. $73 SURILOH RUGHU The ATP profile that the system uses for items that have the TXRWDWLRQ status. The ATP profile, which is set here, is used to call the availability check for quotation items, together with the amounts which are reduces according to the order probability. 0XOWLSOH UHIHUHQFHV Controls whether multiple references for one quotation are permitted.
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This parameter indicates whether you want the system to search for and assign an existing quotation when you create a sales order. The following settings are available: y 1R TXRWDWLRQ GHWHUPLQDWLRQ Choose this option if you do not want the system to search for quotations when you create a sales order. y ,WHP OHYHO DVVLJQ LPPHGLDWHO\ LI XQLTXH Select this setting if you want the system to search for existing quotations when you create a sales order. If you choose this setting, the system immediately assigns the sales order to the quotation if only one relevant quotation exists. If more than one quotation exists, the system displays a list of quotations from which you select one. y ,WHP OHYHO DOZD\V ZLWK VHOHFWLRQ RSWLRQ Choose this setting if you would like the system to search for existing quotations if a customer creates a sales order. If you select this setting, the system always displays a list with at least one relevant quotation.
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Since Release SAP CRM 5.0, it is possible to create a quotation in SAP ECC (SAP R/3) directly from an Opportunity as a follow-up transaction as long as you edit your sales processes in People Centric UI. This means you execute your presale activities in SAP CRM and edit follow-up transactions, such as quotation creation and sales order processing, directly in SAP ECC (SAP R/3), using your usual interface and without leaving SAP CRM. You can execute quotation and order processing in SAP ECC (SAP R/3) and also use the integrated SAP CRM. This function especially supports sales employees that mainly work in SAP CRM and only rarely in SAP ECC (SAP R/3), and that do not require all the functions that SAP ECC quotation and order management offers. The creation of an order in SAP ECC (SAP R/3) from an opportunity is only supported if you have set a copy control across the systems for transaction types in Customizing. In addition, parameter ERP_SALES_DOCUMENTS_IN_PCUI has to be assigned in the communication settings during the definition of RFC Destinations (transaction SM59).
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At the conclusion of this exercise, you will be able to: Create a quotation and check quotation-specific information. Complete a quotation. Search for quotations
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Within the sales cycle, it is one of your tasks to create quotations. Customers receiving a quotation either accept or reject that quotation. Therefore, you want to make yourself familiar with the quotation status and how it changes. Finally, you want to select quotations that belong to you. 1-1 Create a quotation and take a look at quotation-specific features and functions. 1-1-1 You would like to create a quotation of type 4XRWDWLRQ o 2UGHU for customer 0HJDVWRUH and offer SLHFHV of product +7. 1-1-2 How long is this quotation valid? Can you change the validity period? _______________________________________________________________ _______________________________________________________________ 1-1-3 You would like to attach a document (for example, a Word-Document) to this quotation. How can you do this? _______________________________________________________________ 1-1-4 Are you able to print the quotation? _______________________________________________________________ 1-1-5 Check the expected product value. Can you derive the amount of this value? _______________________________________________________________ 1-1-6 You would like to give a 5 % discount to make the quotation more attractive. How can you do this? _______________________________________________________________ Save the quotation and note the number. _______________________________________________________________
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2SWLRQDO: Completion of quotations: After creating one or more quotations, it is important to know how or when a quotation is completed. 1-2-1 Give three examples of when a quotation should be completed.
The customer does or does not accept the quotation. What would you do with the quotation?
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_____________________________________________________________________ _____________________________________________________________________ 1-2-2 Try one of the proposed answers using the quotation you created in the exercise above. 1-3 Selecting and finding quotations: You would like to take a look at all quotations where you are the responsible employee. How can you select these quotations?
In the PC UI, check the $GYDQFHG 6HDUFK.
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Use appropriate search criteria.
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Create a quotation and take a look at quotation-specific features and functions. 1-1-1 Create a quotation of type 4XRWDWLRQ o 2UGHU. 3& 8,
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Choose 1HZ Choose 4XRWDWLRQ o 2UGHU from the value help selection. Enter the following data: Sold-To Party: Product: Choose (QWHU. 6$3 *8, Quantity: 0HJDVWRUH
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Choose %XVLQHVV 7UDQVDFWLRQ o &UHDWH o 4XRWDWLRQ o 2UGHU. Enter the following data: Sold-To Party: Product: Quantity: Choose (QWHU. 0HJDVWRUH
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1-1-2 How long is this quotation valid? Can you change the validity period? The quotation is valid two weeks from today. It is possible to change the validity period by entering another 9DOLG WR date.
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1-1-3 You would like to attach a document (for example, a Word-Document) to this quotation. How can you do this?
Choose the $WWDFKPHQWV tab.
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Now choose $GG 'RFXPHQW and then %URZVH to find the file in the file system. Enter the name for the file ($GG ZLWK 1DPH) and confirm with $GG 'RFXPHQW. 6$3 *8,
Choose the 'RFXPHQWV tab. Choose ,PSRUW 'RFXPHQW, find the appropriate file in the file system, and confirm by choosing 6DYH.
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1-1-4 Are you able to print the quotation? 3& 8, Yes, it is possible to print the quotation.
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Choose 7RROEDU and choose 3ULQW 4XRWDWLRQ 0DQXDOO\ 3ULQW. 1-1-5 Check the expected product value. Can you derive the amount of this value?
The ([SHFWHG 3URGXFW 9DOXH and 2UGHU 3UREDELOLW\ fields are not displayed by default. Please refer to the SAPGUI section. 6$3 *8,
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Choose the 3ULFHV tab. The expected product value is 86'. The value is derived from the net value 86' multiplied with the order probability of You can find the order probability in the item details on the *HQHUDO tab. 1-1-6 You would like to give a 5 % discount to make the quotation more attractive. How can you do this?
Choose the 3ULFHV tab. Choose $GG (QWU\ and enter &RQGLWLRQ 7\SH +$ with 5DWH (minus five). Confirm the data. 6$3 *8,
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Choose the &RQGLWLRQV tab. Choose $SSHQG 5RZ. Enter &RQGLWLRQ 7\SH +$ and 5DWH (minus five). Confirm the data. Save the quotation.
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2SWLRQDO: Completion of quotations: After creating one or more quotations, it is important to know how or when a quotation is completed. 1-2-1 Give three examples of when a quotation should be completed. a) A quotation is completed when one or more follow-up documents (for example, sales orders) are created and every item in the quotation is referenced at least once. b) A quotation is completed when every quotation item is rejected. c) A quotation can be completed when the validity period is reached. d) A quotation can be completed by manually setting the status &RPSOHWHG. 1-2-2 Try one of the proposed answers using the quotation you created in the exercise above.
a) Choose the button )ROORZXS $FWLYLW\ o &UHDWH 2UGHU
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b) Change the quotation. Choose the 6WDWXV tab and then 5HMHFW. Choose any reason.
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c) Change the quotation. Set the 9DOLG 7R date to today. Go to the 6FKHGXOHG $FWLRQV tab page. Choose &RPSOHWH 4XRWDWLRQ and ([HFXWH the action using the appropriate button (this is usually done via a selection report and not manually!). d) Change the quotation. Manually add the status &RPSOHWHG on the 6WDWXV tab. 6$3 *8,
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Save the sales order and, using the %DFNZDUGV icon (blue arrow to the left), take a look at the quotation status. It is &RPSOHWHG. b) Change the quotation. Expand the item details and set a reason for rejection on the 6WDWXV tab.
a) Choose &UHDWH )ROORZXS 'RFXPHQW to create a 7HOHVDOHV order. Check the line item and choose &RS\.
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Selecting and finding quotations: 1-3-1 You would like to take a look at all quotations where you are the responsible employee. How can you select these quotations? 3& 8,
Open the $GYDQFHG 6HDUFK. Trans.Type: Partner function:
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SAP AG 2004
SAP
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SAP AG
CR300
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SAP AG 2004
SAP
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Sales orders in CRM can be created via: y Interaction Center Web Client; Interaction Center Win Client y Portal y Internet Sales (E-Commerce) y SAP ERP y Direct creation in CRM y Mobile Sales (laptop) y Handhelds
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SAP AG
CR300
8-3
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SAP AG 2004
SAP
SAP
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Sales order processing consists of the following steps: y Create sales order (SAP CRM) y Enter products (SAP CRM) y Check availability, schedule order and create requirements (SAP CRM and SAP APO) y Maintain and determine conditions (SAP CRM) y Perform credit check (SAP CRM and SAP ERP) y System replicates sales order (SAP CRM) y System receives sales order (SAP ERP) y Send order confirmation to customer (SAP CRM) y Monitor status of order (SAP CRM)
You can use sales order processing to create and process a sales order and to trigger subsequent logistics processing in SAP ERP. A sales order is a customers binding request to an enterprise to deliver a specific quantity of products, or to provide a service at a specific time. A sales organization accepts the sales order, and thus becomes responsible for fulfilling the contract.
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CR300
8-4
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Outbound delivery takes place in SAP ERP. 3UHUHTXLVLWH You have created a sales order in SAP CRM, and it has been replicated to SAP
You use outbound delivery processing to support all shipping activities, such as picking, packing, transport, and goods issue. All information regarding shipping planning is stored in outbound delivery, the status of shipping activities is monitored, and data gathered during the course of shipping processing is recorded. By creating an outbound delivery, shipping activities are started and data that is generated during shipping processing is transferred.
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SAP
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You use the billing process to create customer invoices in SAP 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. 3UHUHTXLVLWH The goods ordered by the customer have been delivered. Billing can be executed in either SAP CRM or SAP ERP.
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SAP AG 2004
SAP
SAP
You can use this business process to analyze sales quotations and sales orders. This enables you to monitor the sales transactions that have taken place in your organization at a detailed level. The process consists of the following steps: y System provides sales quotation data (SAP CRM) y System provides sales order data (SAP CRM) y System updates sales information (SAP BW) y Monitor top five quotations (SAP BW) - You can use the 7RS )LYH 4XRWDWLRQV analysis (query 0CRM_QUTO_Q0001) to view the details of the most valuable quotations in your sales organization. y Track quotation status (SAP BW) - You can use the 4XRWDWLRQ 7UDFNLQJ analysis (query 0CSAL_C05_Q0002). y Monitor best-selling products (SAP BW) - You can use the %HVW6HOOLQJ 3URGXFWV analysis (query 0CSAL_C03_Q008) to see which are the most popular products across all business transactions. y Monitor incoming sales orders (SAP BW) - You can use the ,QFRPLQJ 2UGHUV analysis (query 0CSAL_C03_Q0001).
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SAP AG
CR300
8-7
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SAP AG 2004
Internal
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All business transactions have the same basic structure: The work area of all sales transaction types is comprised of the document header and other user-defined document items. The document items can be subdivided into different schedule lines by the user. In the transaction header, general data (such as sold-to party and transaction type), which is valid for the entire transaction, is stored. Other data, such as product number, order quantity, and net value, is only valid for certain items. Certain data can differ from the header data if special arrangements have been made with the customer for a particular item. Schedule lines split up items according to date and quantity.
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SAP AG 2004
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Only sales orders that are complete and without errors, and that do not have a distribution lock, are automatically transferred from CRM Enterprise to SAP ERP. During the creation of sales transactions in the Web shop in Internet Sales, the shop is used to create the sales order and the physical document itself is stored in CRM Enterprise (as is the order fulfillment in SAP ERP). The status update on the Internet can only be viewed after successful delivery of the sales order. Sales orders that are created over the Internet or in the Interaction Center can be further processed in CRM. Sales orders with errors, as well as orders for which a long text was written in Internet Sales, should be processed in the locator via the :RUNOLVW tab page. In sales transactions, you can also make changes to sales orders if the transfer to SAP ERP has already taken place (dependent on status and availability of the systems). The document flow in CRM displays the replicated sales order, as well as subsequent SAP ERP documents (for example, delivery, goods issue).
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8-9
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If an exchange has to take place between CRM Enterprise and SAP ERP there must be a transaction type in CRM Enterprise with the same name as a sales document type in SAP ERP. The same item categories have to be maintained in both systems. Furthermore, settings for number range and item number assignment must be matched between CRM Enterprise and SAP ERP. You can access the relevant settings within the IMG: y SAP CRM &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW 7UDQVDFWLRQV %DVLF 6HWWLQJV 'HILQH 7UDQVDFWLRQ 7\SHV y SAP ERP: 6DOHV DQG 'LVWULEXWLRQ 6DOHV 6DOHV 'RFXPHQWV 6DOHV 'RFXPHQW +HDGHU 'HILQH 6DOHV 'RFXPHQW 7\SHV So that the transfer between CRM Enterprise and SAP ERP can take place, sales transactions must fulfill the following conditions: y The transaction contains at least one item. Header data from business transactions is not transferred alone. y You have saved the transaction and it does not contain errors. y You have not set the 'LVWULEXWLRQ /RFN.
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Transactions with errors can also be saved in CRM and are available for further processing. Transfer to SAP ERP is only possible when sales transaction processing is complete. From the distribution status of the transaction in the CRM system, you can see whether the transaction is relevant for distribution and, if so, whether it was successfully distributed to SAP ERP. You can check for successful delivery into SAP ERP by viewing the delivery status in the order in CRM. After successful billing, the relevant billing status is set and the document flow is updated.
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SAP AG 2004
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You make the settings for the business transaction types in three steps: y Define transaction types Here, you define important control attributes, such as the leading business transaction type, text determination procedure, partner determination procedure, status profile, the organizational data profile, and the number range assignment. y Assign business transaction category An business transaction can be assigned to one or several business transaction categories. Only specific combinations of business transaction categories are possible. You choose the additional business transaction categories depending on the leading business transaction. You need to maintain Customizing settings at header level for each business transaction category you assign. y Customizing at header level Various settings can be made here, depending on the business transaction category.
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SAP AG
CR300
8-12
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SAP AG 2004
SAP
SAP
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You make the settings for the item categories in three levels: y Define item categories Here, you define important control attributes, such as item object type, text determination procedure, partner determination procedure, status profile, action profile, and the number range assignment. y Assign business transaction category An item category can be assigned to one or several business transaction categories. Only specific combinations of business transaction categories are possible. You need to maintain Customizing settings for item level in the transaction for each business transaction category you assign. y Customizing at item level Here, you can set, for example, whether the item is relevant for billing (billing is done in SAP ERP), or whether pricing is active or inactive.
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SAP AG 2004
SAP
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Partner processing controls how the system works with business partners in transactions. It ensures the accuracy of partner data in transactions by applying rules specified in Customizing. The system automatically enters certain partners and related information, like addresses. When determining organizational data, the system takes the organizational data profile defined in Customizing and the determination rules from this profile. These determination rules specify which fields are taken into account when the system determines organizational data from the document data (for example, business partner number, telephone number). Territory Management is defined by attributes to describe its responsibility (like geographical locations, product lines, user-defined attributes etc.). When you create a business transaction in CRM Enterprise (for example, a sales order or an activity), the system can automatically determine the territory based on the employee responsible. Date management allows you to process as many dates as you require in a document. You can either enter dates yourself, or, using date rules, have the system calculate dates. In Customizing, you can define date types, durations, and date rules to meet your requirements. CRM text determination enables you to maintain different kind of notes and texts in a transaction. You can use CRM Content Management to link any documents, such as Microsoft Excel or Word files, to business transactions, and to send these documents to business partners via a number of different channels (such as e-mail or fax). The various functions of Content Management are available to you in the business transaction at header and item level.
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Actions are important for maintaining and improving business relationships. You can schedule and start predefined processes (for example, create follow-up activity, trigger alert) with the Actions component by means of user-definable conditions from transaction documents. You can print, fax or email documents in CRM Enterprise by using output determination. The system controls and processes the task based on conditions. You can configure products during order entry interactively by assigning values to the characteristics of the product, according to the product options required by the customer. All changes that take place in the business transaction at header and item level from its creation can be displayed in the form of list. The system displays changes in individual fields on the user interface (for example, changes to organizational data), as well as changes to a business transaction or to an item (for example, the item was cancelled or released). This function is only available in CRM Enterprise. You can archive business transactions that have been created in the CRM System, such as sales orders, activities, and service orders. For this, you have to use the corresponding archiving object. The associated data is copied to external archive files and then deleted from the database. The system uses the incompleteness check to determine whether important data is missing in a business transaction. You can link documents and copy data from one document to another by creating follow-up documents or copy documents. You can send documents and notes to other users, both within and outside of the CRM system (only available in SAP GUI).
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SAP AG
CR300
8-15
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SAP AG 2004
SAP
SAP
Internal
You can decide at item category level (Customizing) whether or not an item is relevant for CRM Billing. You can also specify the type of billing. The following scenarios are available: y Order-related billing - The complete order quantity is billed. - Used for example for credit memo requests and billing request items. y Delivery-related billing - The delivered quantity is billed. - Used, for example, for sales orders with deliveries. 1RWH The billing relevance of the corresponding SAP ERP item category must be Q or R.
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SAP AG
CR300
8-16
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SAP AG 2004
SAP
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CR300
8-17
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CR300
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At the conclusion of this exercise, you will be able to: Create sales orders in CRM Explain the document flow in CRM
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1-1
Create a sales order and take a look at sales order specific features and functions. 1-1-1 Create a sales order of type 7HOHVDOHV for customer product +7.
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1-1-2 Which terms of payment are relevant for this sales order? What is the source for this entry? _______________________________________________________________ 1-1-3 Maintain a text and choose text type +HDGHU 1RWH. _______________________________________________________________
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1-1-4 What is the billing-relevance for the order item? What is the source for this entry? _______________________________________________________________ _______________________________________________________________ 1-1-5 Is it possible to prevent the distribution (to SAP ERP) of this sales order? _______________________________________________________________ 1-1-6 Which item category was determined? Why? Verify this in Customizing. _______________________________________________________________ 1-1-7 Save the sales order and note the number. _______________________________________________________________
SAP
SAP
Partner
Internal
Use
Only
SAP AG
CR300
8-19
1-2
Order processing in SAP ERP and document flow in SAP CRM: 1-2-1 In SAP ERP, display either of the sales orders that you created. 1-2-2 Create an outbound delivery and save the document.
Choose 6DOHV 'RFXPHQW o 'HOLYHU. When you get an error message that no schedule lines are due for delivery, go back one step (F3), set the selection date to one year in the future, and confirm with (QWHU. Note the delivery number: _______________________________________________________________
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1-2-3 In CRM, change the sales order. What is the status of the order? Are you able to change the quantity of the item? What does the document flow looks like? Go back to 'LVSOD\ mode. _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ 1-2-4 In SAP ERP, create a transfer order (picking) and post goods issue.
You can do this by changing the delivery in /RJLVWLFV o 6DOHV DQG 'LVWULEXWLRQ o 6KLSSLQJ DQG 7UDQVSRUWDWLRQ o 2XWERXQG 'HOLYHU\ o &KDQJH o 6LQJOH 'RFXPHQW. Choose )ROORZXS )XQFWLRQ o &UHDWH 7UDQVIHU 2UGHU and select %DFNJURXQG processing with $GRSW SLFNTXDQWLW\. = .
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1-2-5 In CRM, change the sales order. How do you know that the delivery was further processed? Go back to 'LVSOD\ mode. 1-2-6 In ERP, create a billing document.
You can do this by changing the delivery in /RJLVWLFV o 6DOHV DQG 'LVWULEXWLRQ o %LOOLQJ o %LOOLQJ 'RFXPHQW o &UHDWH. Save the document.
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1-2-7 In CRM, change the sales order. Check document flow and status of the order item. _______________________________________________________________
SAP AG
CR300
8-20
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Create a sales order and take a look at sales order specific features and functions. 1-1-1 Create a sales order of type 7HOHVDOHV.
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Choose 1HZ Choose 7HOHVDOHV from the value help selection. Sold-To Party: Product: Quantity: Choose (QWHU. 6$3 *8, +7 0HJDVWRUH
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Choose 6$3 0HQX o 6DOHV o 0DLQWDLQ 6DOHV 7UDQVDFWLRQV Choose %XVLQHVV 7UDQVDFWLRQ o &UHDWH o 7HOHVDOHV. Sold-To Party: Product: Quantity: Choose (QWHU. +7 0HJDVWRUH
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Internal
1-1-2 Which terms of payment are relevant for this sales order? What is the source for this entry?
You can find the terms of payment on the tab 6DOHV 'DWD in 7HUPV RI 3D\PHQW: 20 days 2 %, 30 days net. 6$3 *8,
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You can find the terms of payment on the tab +HDGHU 2YHUYLHZ in 7HUPV RI 3D\PHQW:20 days 2 %, 30 days net. The origin of this value is sales data for the business partner 0HJDVWRUH (%LOOLQJ tab).
SAP AG
CR300
8-21
1-1-3 Maintain a text and choose text type +HDGHU 1RWH.

Choose the $WWDFKPHQWV tab.
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In the 1RWHV area, choose the +HDGHU 1RWH text type. Maintain any text in any language. 6$3 *8,
Choose the 7H[WV tab page. Maintain any text in any language. 1-1-4 What is the billing-relevance for the order item? What is the source for this entry?
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This information is not displayed by default. Please refer to the SAPGUI section. 6$3 *8,
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Expand the item details and choose the %LOOLQJ tab; under the %LOOLQJ5HOHYDQFH tab you can find the entry ([WHUQDO ELOOLQJ (in this case, it means that billing will be done in SAP ERP). 1-1-5 Is it possible to prevent the distribution (to SAP ERP) of this sales order?
Choose the 6WDWXV tab. Choose $GG HQWU\ and choose 'LVWULEXWLRQ /RFN (you could also set the same status on item level).
Yes, it is possible to prevent distribution. Therefore, on the 6WDWXV tab, set the status 'LVWULEXWLRQ /RFN on either header or item level.
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It is also possible to set the (header) status 'LVWULEXWLRQ /RFN on the *HQHUDO tab. Choose )XUWKHU 6WDWXVHV.
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SAP AG
CR300
8-22
1-1-6 Which item category was determined? Why? Verify this in Customizing.
Open a second window (6\VWHP &UHDWH 6HVVLRQ).
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Choose 3RVLWLRQ and find: Process Type + Item Cat. Group: = Item Category (default)
Choose &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o %DVLF 6HWWLQJV o 'HILQH ,WHP &DWHJRU\ 'HWHUPLQDWLRQ. 7$ 1250 (standard item) = 7$1 (sales item) +
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1-1-7 Save the sales order and note the number.
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Change back to the first session and choose 6DYH.
SAP
SAP
Partner
Internal
Use
Only
SAP AG
CR300
8-23
1-2
Order processing in SAP ERP and document flow in SAP CRM: 1-2-1 In SAP ERP, display either of the sales orders that you created.
Choose /RJLVWLFV o 6DOHV DQG 'LVWULEXWLRQ o 6DOHV o 2UGHU o 'LVSOD\.
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Enter the number you noted in 1-1-7 and choose (QWHU. 1-2-2 Create an outbound delivery and save the document.
Choose 6DOHV 'RFXPHQW o 'HOLYHU. Save the delivery.
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1-2-3 In CRM, change the sales order. What is the status of the order? Are you able to change the quantity of the item? What does the document flow look like?
Choose &KDQJH.
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Choose the 6WDWXV tab. The status of the order is &RPSOHWHG Changing the order quantity is not possible, since an outbound delivery was created.
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SAP
Go to the 'RFXPHQW )ORZ tab page. Three entries are displayed: one represents the CRM sales order, one represents the replicated sales order, and the last one represents the ERP outbound delivery. Close the browser/session. 6$3 *8,
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Use
Internal
The status of the sales order is &RPSOHWHG. Changing the order quantity is not possible, since an outbound delivery was created. The document flow lists two entries; one represents the replicated sales order, the other represents the outbound delivery. 1-2-4 In SAP ERP, create a transfer order (picking) and post goods issue. Change the delivery in /RJLVWLFV o 6DOHV DQG 'LVWULEXWLRQ o 6KLSSLQJ DQG 7UDQVSRUWDWLRQ o 2XWERXQG 'HOLYHU\ o &KDQJH o 6LQJOH 'RFXPHQW.
Choose 'LVSOD\&KDQJH 7UDQV so that you are again in change mode.
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SAP AG
CR300
8-24
1-2-5 In CRM, change the sales order. How do you know that the delivery was further processed?
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Enter the sales order number and choose 6WDUW.
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The document flow (on header and item level) shows another entry that represents the material document. Go back to 'LVSOD\ mode. The *RRGV ,VVXH 4XDQWLW\ on the *HQHUDO tab is .
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1-2-6 In ERP, create a billing document.
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You can do this by changing the delivery in /RJLVWLFV o 6DOHV DQG 'LVWULEXWLRQ o %LOOLQJ o %LOOLQJ 'RFXPHQW o &UHDWH. Save the document. 1-2-7 In CRM, change the sales order. Check document flow and status of the order item.
Use the Search for 6DOHV 2UGHU with Transaction ID. Enter the sales order number and choose *R. Go to the Document Flow tab page. An additional entry representing the billing document is displayed. The 6WDWXV tab on item level shows status ,QYRLFHG. 6$3 *8,
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Choose 'LVSOD\&KDQJH 7UDQV so that you are again in change mode. The document flow shows another entry representing the billing document. The %LOOHG 4XDQWLW\ is 2. The status on item level shows that the delivery was invoiced.
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As of CRM 4.0, you can use both alternative product IDs and product substitution during the processing
of a sales transaction. You can enter various keys and descriptions for products, and the system will find the required product. The system can also automatically replace one product with another. In this way, specific sales promotions can be supported, for example, during certain seasons. You can enter the following product identifiers for alternative product IDs: y Product ID from CRM system y Product order number (PON) y Global trade item number (GTIN) y Partner product number y Other alternative product IDs of your choice Alternative IDs allow you to use an identification that conforms to industry standards. You decide per transaction type in Customizing whether and which product identifiers can be entered in the document. If the system finds multiple possible products, you can select the one you want.
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SAP
The system can automatically replace products that you enter manually; for example, at Easter or
Christmas, products with special packaging are sold. If a customer buys these products at the appropriate time, the required product is replaced by the product with the special packaging. If the system finds several suitable products, you can select the one you require. Product substitution is controlled by the product determination procedure that you assign to a transaction type. You can define condition records for product substitution in SAP ERP. You also assign the corresponding substitution reasons to the determination materials in the ERP system In addition to the determination materials, the substitution reasons also have to be transferred to CRM. Product substitution can only take place on the basis of the conditions defined in the ERP system. Depending on the substitution reason, the substitute product or the ordered product will be displayed in the document. Product determination is not available to you in CRM Mobile Sales or in the Interaction Center Web Client. Product determination based on product availability is not carried out. This means that if a product is not available, it will not be substituted with one that is available. If you want this to happen, use the rulebased availability check in SAP APO.
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9-4
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The profile for alternative IDs is set in Customizing: &URVV$SSOLFDWLRQ &RPSRQHQWV 6$3 3URGXFWV You set up product determination or material determination in SAP ERP and download this to SAP You can display the settings for product determination and the substitution reasons in the CRM system.
In the Implementation Guide, choose &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW %DVLF )XQFWLRQV 3URGXFW 6XEVWLWXWLRQ. You assign the product determination procedure and the profile for alternative ID types in Customizing for business transactions. In the Implementation Guide select &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW 7UDQVDFWLRQV %DVLF 6HWWLQJV 'HILQH 7UDQVDFWLRQ 7\SHV CRM (Customizing data as well as condition records). $OWHUQDWLYH 3URGXFW ,'V 'HILQH 3URILOH
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9-5
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SAP AG 2004
SAP
SAP
Alternative ID types are integrated in the locator in product maintenance, enabling you to search
according to your requirements. Alternative IDs are also included in the standard search help, which is used in many processes (data element COMT_PRODUCT_ID). Alternative IDs are integrated in the sales transactions for creating and displaying quotations and sales orders, in the product catalog for defining catalogs and displaying products in the catalog (Web shop), in partner/product ranges in the locator and item list, and in product relationships in product maintenance. To enter alternative product IDs: 1. Application: 0DVWHU 'DWD 3URGXFWV 0DLQWDLQ 6HW 7\SHV DQG $WWULEXWHV 2. Application: 0DVWHU 'DWD 3URGXFWV 0DLQWDLQ 6HW 7\SHV DQG $WWULEXWHV 3. Application: 0DVWHU 'DWD 3URGXFWV 0DLQWDLQ &DWHJRULHV DQG +LHUDUFKLHV 4. Customizing: &URVV$SSOLFDWLRQ &RPSRQHQWV 6$3 3URGXFWV $OWHUQDWLYH 3URGXFW ,'V 'HILQH ,' 7\SHV 5. Customizing: &URVV$SSOLFDWLRQ &RPSRQHQWV 6$3 3URGXFW $OWHUQDWLYH 3URGXFW ,'V 'HILQH 3URILOHV 6. Customizing: &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW 7UDQVDFWLRQV %DVLF 6HWWLQJV 'HILQH 7UDQVDFWLRQ 7\SHV 7. Application: 0DVWHU 'DWD 3URGXFWV 0DLQWDLQ 3URGXFWV
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9-6
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SAP AG 2004
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Partner/product ranges describe a combination of business partners and products that is valid for a
specific time period in predefined scenarios (for example, Telesales, Internet Sales), and with which products are offered for sale in specific areas. You can offer customers the exact products and services that are relevant for them. For example, customer 4711 can buy products M201, M202, M205, and R120. Each partner/product range has a specific organizational frame, that is, the sales organization in which the combination of products and business partners is valid. The system also specifies a scenario (Internet, Mobile, Telesales) in which a specific combination is valid. Partner/product ranges also allow you to avoid certain products being sold to certain customers (for example, customer 3815 is not allowed to buy product M208). Exclusion is controlled by the exclusion flag for a partner/product range. The exclusion flag indicates that the products contained therein cannot be sold to the listed business partners during the validity period. Maintenance of partner/product ranges must be carried out via 0DVWHU 'DWD 3DUWQHU 3URGXFW 5DQJH 0DLQWDLQ 3DUWQHU3URGXFW 5DQJHV.
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CR300
9-7
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SAP AG 2004
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You can make the necessary settings for partner/product ranges in the Implementation Guide (IMG) via Further use of partner/product ranges (PPRs):
&XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW 0DVWHU 'DWD 3DUWQHU3URGXFW 5DQJH. y Interaction Center: Product proposals can come from PPRs. After a business partner has been identified in the Interaction Center, it is possible to display all products that are currently valid for that partner. y Top n Products: Top n product lists (from Marketing) are created and saved as PPRs. y Contracts: Products in value and quantity contracts are saved as PPRs. y Catalog Views: Catalog views are PPRs, such as customer-specific views for target groups or business partners in the Web shop.
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9-8
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SAP AG 2004
SAP
SAP
Partner/product ranges are used in a check in sales transactions. During the check, the system attempts to
find a partner/product range in which the product item, the sold-to party, and the check date are maintained. If no partner/product range is found, the system abandons its and displays a message. You can use the search help in the 3URGXFWV field in the item overview for the sales transaction to link to a specific business partner and display the valid products. This is applicable for PPRs that were created in the maintenance transaction or in contract processing. The check can be used by other applications in the background (for example, in Marketing Planner). To ensure the PPR check is active, you need to make the following settings in Customizing for the partner/product range (,0* &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW 0DVWHU 'DWD 3DUWQHU3URGXFW 5DQJH): y You need to set the &KHFN 335V LQ %XVLQHVV 7UDQVDFWLRQV DQG $SSOLFDWLRQV flag in the activity 'HILQH *HQHUDO 6HWWLQJV IRU 3DUWQHU3URGXFW 5DQJH. y In the activity 'HILQH 7UDQVDFWLRQ 7\SHV DQG $SSOLFDWLRQV 5HOHYDQW IRU &KHFN, you need to enter the transaction types and applications for which a check should be carried out. y In the activity 'HILQH 3DUWQHU3URGXFW 5DQJH 7\SHV, you must set the ,Q 335 &KHFN flag for the relevant PPR types.
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SAP AG 2004
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Listings determine which products are valid or invalid for which business partner and for what time Listings consist of two parts: of the condition technique for the information in the listing header, and of
periods. the Partner/Product Range (PPR) for the information in the listing items. The listing header is a condition record and linked to a PPR containing product information for the listing. Listings combine the functions of condition technique with parts of PPR to create new objects. Listing data is used in the following processes, among others: y Listing check (for example, for sales orders or Trade Promotion) y Product suggestion for order entry (for example in the Customer Interaction Center or Internet Sales), activity reports and account planning Listings in SAP CRM are available for CRM Enterprise and Mobile Client and are integrated into the listings in SAP ECC. Listing condition records in SAP CRM are maintained in: 0DVWHU 'DWD /LVWLQJV 0DLQWDLQ /LVWLQJV The listing determination is done through the IPC. Various reports are available for listing analysis in SAP CRM, such as Listed Products by Business Partner, Product Listing Rate by Business Partner
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SAP AG 2004
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SAP
Listing maintenance can be mapped through two different scenarios: y CRM Standalone y ERP Integration In the Customizing of SAP CRM, the settings for listings are made in 0DVWHU 'DWD /LVWLQJV 6HWWLQJV IRU /LVWLQJV. In the ERP Integration scenario, the Customizing for condition technique and the condition tables used are loaded from the ERP System. You can use adapter object DNL_CUST_CNDALL to execute the Customizing download of the condition technique for the listing. Note: As no Delta download is supported for condition technique-usage LI (Listing), you have to switch the maintenance authorization for condition types and condition tables from ERP to CRM. In the ERP System, you make the settings in table MNTCNT (or in the Customizing for ,QWHJUDWLRQ ZLWK 2WKHU P\6$3FRP &RPSRQHQWV &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW %DVLF )XQFWLRQV 'DWD ([FKDQJH &RQGLWLRQV).
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9-11
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SAP AG 2004
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In many industry sectors, it is normal practice to offer free goods upon the sale of a certain amount of There are two types of free goods:
another product. This encourages the customer to order large quantities. y Inclusive bonus quantity: The customer only pays for a part of the good ordered. The rest is free. y Exclusive bonus quantity: The customer pays for the goods ordered and also receives more goods for free. The materials delivered as free goods do not have to be the same as the goods ordered. When creating a sales order, the free goods items are automatically created in accordance with the agreement. The free goods can be displayed as a separate item (sub-item). You create a free goods agreement as a condition. You can create conditions when a free good is guaranteed on any level, for example, at customer/product level. Pricing can be carried out for a free goods item in the sales order and in the billing document. The free goods item becomes free of charge once the pricing is finished, due to the automatic 100 percent markdown. In CRM you have the same range of functions for free goods as in SAP R/3.
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9-12
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You define and assign free goods determination procedures in Customizing: &XVWRPHU 5HODWLRQVKLS If you want to create a sub-item for the free goods, you must make the Customizing settings for the item You define the document pricing procedure and the customer pricing procedure in Customizing for
category determination (item category TANN). Pricing: &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW %DVLF )XQFWLRQV 3ULFLQJ 3ULFLQJ LQ WKH %XVLQHVV 7UDQVDFWLRQ Application maintenance of condition records for free goods can be done via 0DVWHU 'DWD 3ULFHV DQG &RQGLWLRQV 0DLQWDLQ &RQGLWLRQV. It is possible to transfer Customizing data and conditions records from SAP R/3 to SAP CRM. 0DQDJHPHQW %DVLF )XQFWLRQV )UHH *RRGV.
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9-13
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SAP
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If you use SAP Advanced Planner and Optimizer (SAP APO) or SAP ERP for material resources
planning, the business transaction in CRM Enterprise can carry out an availability check or obtain availability information using one of these systems. The functions are similar to those used when you carry out an availability check using SAP APO. When you carry out an availability check using SAP ERP, the system transfers requirements to production or purchasing, reserves stock, and carries out scheduling for delivery and transportation. SAP ERP transfers the results of the availability check back to the business transaction in CRM Enterprise. You can use the following processes in SAP ERP in combination with the availability check: transportation and shipment scheduling to determine the material availability date; follow-up activities such as outbound delivery and goods issue; and product allocation Within a client, you choose whether to carry out an availability check with SAP APO or with SAP ERP. You create an ATP Profile (any value will do) and enter it in the item category (,0* &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW 7UDQVDFWLRQV %DVLF 6HWWLQJV 'HILQH ,WHP &DWHJRULHV). The functionality in the item category is: SPACE = No ATP check in APO or ERP, ANY entry: ATP check in APO or ERP activated.
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SAP AG
CR300
9-14
Next step: ,0* &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW %DVLF )XQFWLRQV $YDLODELOLW\ &KHFN
$YDLODELOLW\ &KHFN ZLWK 6$3 (53 0LGGOHZDUH 3DUDPHWHU $YDLODELOLW\ &KHFN ZLWK 6$3 (&&: Enter the RFC destination for key = R3A_COMMON and X=R/36.20 in the &RQWURO ,QIRUPDWLRQ field. Ensure that no X is entered for key CRMAPOATP in the &RQWURO ,QIRUPDWLRQ field in ,0* &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW %DVLF )XQFWLRQV $YDLODELOLW\ &KHFN $YDLODELOLW\ &KHFN ZLWK 6$3 $32 'HILQH 0LGGOHZDUH 3DUDPHWHU: $YDLODELOLW\ &KHFN ZLWK 6$3 $32. Refer to the following SAP notes for further information/restrictions: 624992 (Local ATP from CRM: FAQ and 682613 [CRM 4.0: Availability check with SAP R/3]).
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SAP AG
CR300
9-15
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SAP
Availability check (ATP check) is used to check whether a product can be confirmed in a sales order,
based on whether enough stock is available or can be produced or purchased on time. The product is reserved in the required quantity, and ATP requirements are transferred to production or purchasing. You can carry out an availability check using different systems and for different scenarios: y Systems: - SAP Advanced Planner and Optimizer (SAP APO) - SAP ERP - External (non-SAP) systems You set the relevant system in Customizing for Customer Relationship Management under %DVLF )XQFWLRQV $YDLODELOLW\ &KHFN 'HILQH 0LGGOHZDUH 3DUDPHWHU: $YDLODELOLW\ &KHFN ,QIRUPDWLRQ. y Scenarios: - Business-to-Consumer (B2C) Internet Sales - Business-to-Business (B2B) Internet Sales - Procedure Telesales You can use user parameter APO_ATP_PARA = 5 to display the delivery proposal screen (SAP APO and SAP ERP), but only for testing purposes and only in SAP GUI.
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SAP AG
CR300
9-16
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SAP AG 2004
SAP
SAP
The credit rating check makes it possible for you to check the credit ratings for your customers through
ratings you have stored in the business partner master data for the customer (in the Payer role). You can also use business partner credit ratings from external providers, such as 'XQ %UDGVWUHHW or 6&+8)$. This helps you reduce the risk of lost payments without checking outstanding receivables in your financial administration system, such as SAP ERP. A certain business partner rating can trigger the following actions: y Writing of a message to the application log as information for the employee y Setting a user status on header and/or item level y Executing of an own program (BAdI implementation), such as workflow When you create a rating profile in customizing you select the required rating process and determine the order in which the system accesses the rating process. The credit rating check then checks the rating profile according to the process type of the current order, reads the rating process order and compares the ratings resulting from the rating processes with the ratings that are maintained fro the payer of the order. If ratings are stored for a rating process and a system reaction has been determined for these ratings, the system carries out these reactions (such as order blocks).
Partner
Internal
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SAP AG
CR300
9-17
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SAP
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You have created credit rating procedures with ratings. For these settings, go to Customizing and choose
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assign it to this rating.
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To make the settings for credit management, go to Customizing for Customer Relationship Management
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Only
SAP AG
CR300
9-18
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SAP AG 2004
SAP
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You can use credit management to minimize financial risks for your organization. Credit management makes it possible for you to carry out credit checks in transaction processing, and it forwards documents that are blocked for credit reasons directly to the person responsible to be checked. Credit checks are done using a remote function call (RFC) to contact another OLTP system (SAP ERP or another credit management master system). The customerss credit standing is updated based on the business transaction. The CRM system transfers transactions with the status &UHGLW &KHFN 2. and &UHGLW &KHFN QRW 2. to the OLTP system because the latter does not count as an error. Credit management in SAP CRM is limited due to the separation of SAP CRM from a financial accounting system. It consists primarily of the credit check called up from the OLTP system, and the processing of blocked transactions in workflow. Process: Trigger credit check when saving document or by choosing the &UHGLW FKHFN button. SAP CRM calls up the credit check and sends the necessary information to ERP which returns the results based on the payers credit standing. SAP CRM displays an overall credit status in the header, sets credit status at item level, and enters messages in the application log. If credit limit is exceeded, the system blocks subsequent processing of documents with status &UHGLW &KHFN QRW 2.. The blocked documents can be sent via workflow to the employee responsible for clearing them. The credit release can be initiated from within SAP CRM or from within SAP ERP.
Partner
Internal
Use
Only
SAP AG
CR300
9-19
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Partner
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SAP AG 2004
SAP
SAP
Prerequisites for using management functionality:
Internal
y You must set up the relevant activities in CRM Customizing: ,0* &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW %DVLF )XQFWLRQV &UHGLW 0DQDJHPHQW y You must set up the relevant credit management setting in ERP Customizing: ,0* 6DOHV DQG 'LVWULEXWLRQ %DVLF )XQFWLRQV &UHGLW 0DQDJHPHQW5LVN 0DQDJHPHQW. y You must maintain credit management accounts and data in SAP ERP. In SAP ERP the fields 5HDFWLRQV must be set to % or ' in the IMG Activity 'HILQH $XWRPDWLF &UHGLW &RQWURO. If you work with SAP ERP as an OLTP system, all item categories within one CRM transaction must have the same credit group assigned because credit management in SAP ERP is based on header level and not item level.
Partner
Use
Only
SAP AG
CR300
9-20
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SAP AG 2004
SAP
SAP
Payment card processing allows you to work with payment cards, such as credit cards. You can enter payment card data in the business partner master data and then enter the data in the sales document. In a sales transaction relevant for payment with a payment card, the system carries out an authorization check with a clearing house. The settlement with the clearing house is executed in the OLTP system. Procedure for payment card transaction: y Create a sales transaction in SAP CRM. You can enter payment card data on the 3D\PHQW )RUP tab. y The system carries out a preauthorization (depending on Customizing settings) and displays a message with the results of the check. y Save the process. The system authorizes the payment card transaction with the clearing house. It checks if the card number, CVV, expiration date, and name and address are valid, and that the transaction amount does not exceed the limit. y The clearing house sends a result, granting or denying authorization. The system enters the results in the document. y If the authorization is granted, the document is transferred to the OLTP (SAP ERP). y Shipping, billing, accounting, and settlement with the clearing house is handled in the OLTP.
Partner
Internal
Use
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SAP AG
CR300
9-21
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Partner
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Use
SAP AG 2004
SAP
SAP
As of SAP CRM 3.0, all structured articles available in SAP R/3 Retail (sales sets, displays, pre-packs) The system can carry out single-level explosion of structured products in a business transaction in CRM
are available as structured products in SAP CRM. Online. You enter the header product as the main item, and the system automatically generates sub-items for the component products. The system can carry out pricing, availability check, and transfer of requirements to production or purchasing for: y The header product (the main item), if the product is assembled y The component product (the sub-items), if the product is not assembled If you copy a business transaction, you can control: y Whether only the main item is copied; in the new business transaction the structured product is exploded y Whether the main item and the sub-items are copied to the new business transaction You select in the source business transaction which sub-items are to be copied to the new business transaction. This is useful for complaints processing. If, for example a computer mouse does not work, the customer sends back only the mouse, and not the monitor, keyboard, or CPU.
Partner
Internal
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SAP AG
CR300
9-22
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SAP AG 2004
SAP
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5HVWULFWLRQV Only single-level structured products can be created in CRM Enterprise. That is, component products cannot be header products for other component products. The basic quantity of the header product must be 1 (one). The quantity of the component products must be a multiple of the header product, represented by a whole number. Due to the fact that structured products apply to the entire company in CRM Enterprise, bills of material in SAP ERP, which are plant-specific (for example, sales bills-of-material), cannot be represented in CRM Enterprise.
Partner
Use
Only
SAP AG
CR300
9-23

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