CR100 - Customizing Instructure Handbook V92 2009

CR100CRM Customizing FundamentalsSAP CRM

Date Training Center Instructors Education Website

Instructor HandbookCourse Version: 92 Course Duration: 5 Day(s) Material Number: 50094968 Owner: Karsten Fehmer (D027477)

An SAP Compass course - use it to learn, reference it for work

CopyrightCopyright 2009 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Trademarks Microsoft, WINDOWS, NT, EXCEL, Word, PowerPoint and SQL Server are registered trademarks of Microsoft Corporation. IBM, DB2, OS/2, DB2/6000, Parallel Sysplex, MVS/ESA, RS/6000, AIX, S/390, AS/400, OS/390, and OS/400 are registered trademarks of IBM Corporation. ORACLE is a registered trademark of ORACLE Corporation. INFORMIX-OnLine for SAP and INFORMIX Dynamic ServerTM are registered trademarks of Informix Software Incorporated. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, the Citrix logo, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, MultiWin and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc. HTML, DHTML, XML, XHTML 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. SAP, SAP Logo, R/2, RIVA, R/3, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP.com Logo and mySAP.com are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other products mentioned are trademarks or registered trademarks of their respective companies.

DisclaimerTHESE MATERIALS ARE PROVIDED BY SAP ON AN "AS IS" BASIS, AND SAP EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR APPLIED, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, WITH RESPECT TO THESE MATERIALS AND THE SERVICE, INFORMATION, TEXT, GRAPHICS, LINKS, OR ANY OTHER MATERIALS AND PRODUCTS CONTAINED HEREIN. IN NO EVENT SHALL SAP BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES OF ANY KIND WHATSOEVER, INCLUDING WITHOUT LIMITATION LOST REVENUES OR LOST PROFITS, WHICH MAY RESULT FROM THE USE OF THESE MATERIALS OR INCLUDED SOFTWARE COMPONENTS.

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About This HandbookThis handbook is intended to complement the instructor-led presentation of this course, and serve as a source of reference. It is not suitable for self-study.

Typographic ConventionsAmerican English is the standard used in this handbook. The following typographic conventions are also used. Type Style Example text Description Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths, and options. Also used for cross-references to other documentation both internal (in this documentation) and external (in other locations, such as SAPNet). Example text EXAMPLE TEXT Emphasized words or phrases in body text, titles of graphics, and tables Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example SELECT and INCLUDE. Screen output. This includes file and directory names and their paths, messages, names of variables and parameters, and passages of the source text of a program. Exact user entry. These are words and characters that you enter in the system exactly as they appear in the documentation. Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

Example text

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Icons in Body TextThe following icons are used in this handbook.

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2009 SAP AG. All rights reserved.

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Meaning For more information, tips, or background Note or further explanation of previous point Exception or caution Procedures

Indicates that the item is displayed in the instructors presentation.

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ContentsCourse Overview ......................................................... viiCourse Goals ...........................................................vii Course Objectives ...................................................... x

Unit 1: SAP CRM 7.0 Overview ....................................... 1SAP CRM Functions and Architecture ...............................2 SAP CRM WebClient User Interface ............................... 10

Unit 2: Account Management ......................................... 29Overview of Accounts and Business Partners .................... 30 Account Classification Options and Account Hierarchies........ 57 Data Exchange with the SAP ERP System ....................... 68

Unit 3: Organizational Management ................................. 89Organizational Model ................................................. 90 Determination of Organizational Data in Transactions ..........107

Unit 4: Product Master................................................. 121Basic Features of the Product Master.............................122 Set Types, Attributes, Categories, and Hierarchies .............133

Unit 5: Transaction Processing...................................... 171Structure of Transactions ...........................................172 Transaction Types Item Categories and Item Category Determination .....................................................180 Basic Functions in Business Transactions .......................223

Unit 6: Activity Management ......................................... 259Overview of Activity Management .................................260 Customizing Activities and Special Activity Functions ..........266

Unit 7: Partner Processing ........................................... 297Overview of Partner Processing ...................................298 Customizing Partner Processing...................................306

Unit 8: Actions........................................................... 335Action Processing....................................................336

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Unit 9: Pricing ........................................................... 371Overview of Pricing ..................................................372 Condition Maintenance and Pricing Functions ...................385

Unit 10: CRM Billing .................................................... 413Overview of CRM Billing ............................................414 Customizing CRM Billing............................................426

Unit 11: CRM Middleware ............................................. 449Overview of CRM Middleware......................................450 Data Exchange between SAP CRM and SAP ERP .............460 Consistency and Monitoring of the Data Exchange .............479

Unit 12: CRM WebClient UI ........................................... 493Overview of CRM WebClient UI....................................494

Index ....................................................................... 525

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Course OverviewThe course introduces important master data and covers base customizing settings of the SAP CRM solution. This course does not cover key functions or contact channels in detail. The course focuses on more generic topics (for example, master data and general concepts of transaction processing as well as basic functions).

Target AudienceThis course is intended for the following audiences: Customers, consultants and project team members responsible for configuring basic functions of the SAP CRM systems Users of SAP ERP Central Component and new customers planning to implement SAP CRM Customers and consultants who need detailed knowledge about base Customizing in SAP CRM 7.0.

Course PrerequisitesRequired Knowledge This course requires the course SAPCRM (SAP CRM Solution Overview).

Recommended Knowledge Knowledge of SAP ERP (R/3) Sales and Distribution (SD) helps. Knowledge of the SAP CRM learning maps that describe the functions in more detail. Customers and partners can use the following links to the SAP CRM learning maps on SAP Service Marketplace: http://service.sap.com/okp to register (OKP stands for SAP Online Knowledge Products.) http://service.sap.com/rkt-crm for access

Course Duration DetailsUnit 1: SAP CRM 7.0 Overview SAP CRM Functions and Architecture Exercise 1: Characteristics of the SAP CRM Application SAP CRM WebClient User Interface Exercise 2: Logon and Personalization 25 Minutes 5 Minutes 20 Minutes 20 Minutes

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Unit 2: Account Management Overview of Accounts and Business Partners Exercise 3: Account Maintenance Exercise 4: Optional Exercise: Customizing of Address Types Account Classification Options and Account Hierarchies Data Exchange with the SAP ERP System Exercise 5: Optional Exercise: Business Partner Templates for Sales Area Data Unit 3: Organizational Management Organizational Model Exercise 6: Maintaining the Organizational Model Determination of Organizational Data in Transactions Exercise 7: Setting Up Organizational Data Determination Unit 4: Product Master Basic Features of the Product Master Set Types, Attributes, Categories, and Hierarchies Exercise 8: Product Maintenance and Enhancement Sales Exercise 9: Product Maintenance and Enhancement Service (Optional) Unit 5: Transaction Processing Structure of Transactions Exercise 10: Business Transactions Transaction Types Item Categories and Item Category Determination Exercise 11: Transactions and Related Customizing Sales Exercise 12: Transactions and Related Customizing Service (Optional) Exercise 13: Implementing and Testing Copying Control Sales Exercise 14: Implementing and Testing Copying Control Service (Optional) Basic Functions in Business Transactions Exercise 15: Text Determination Sales Exercise 16: Text Determination Service (Optional) Exercise 17: Incompleteness - Sales Exercise 18: Incompleteness Service (Optional) Unit 6: Activity Management

60 Minutes 20 Minutes 10 Minutes 45 Minutes 40 Minutes 30 Minutes 45 Minutes 20 Minutes 45 Minutes 25 Minutes 60 Minutes 70 Minutes 45 Minutes 45 Minutes 30 Minutes 5 Minutes 90 Minutes 25 Minutes 25 Minutes 15 Minutes 25 Minutes 120 Minutes 20 Minutes 20 Minutes 20 Minutes 20 Minutes

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Overview of Activity Management Exercise 19: Activities Customizing Activities and Special Activity Functions Exercise 20: Activities and Related Customizing Sales Exercise 21: Activities and Related Customizing Service (Optional) Unit 7: Partner Processing Overview of Partner Processing Exercise 22: Partner Processing Customizing Partner Processing Exercise 23: Analyze and Set Up Partner Processing Sales Exercise 24: Analyze and Set Up Partner Processing Service (Optional) Unit 8: Actions Action Processing Exercise 25: Action Definitions and Customizing Sales Exercise 26: Action Definitions and Customizing Service (Optional) Unit 9: Pricing Overview of Pricing Condition Maintenance and Pricing Functions Exercise 27: Condition Maintenance and Customizing Sales Exercise 28: Condition Maintenance and Customizing Service (Optional) Unit 10: CRM Billing Overview of CRM Billing Customizing CRM Billing Exercise 29: Creating Billing Documents Sales Exercise 30: Creating Billing Documents Service (Optional) Unit 11: CRM Middleware Overview of CRM Middleware Data Exchange between SAP CRM and SAP ERP Exercise 31: Administration Console Exercise 32: Object Managemement and Data Transfer from an ERP System Consistency and Monitoring of the Data Exchange Exercise 33: Data Exchange and Troubleshooting

25 Minutes 5 Minutes 50 Minutes 30 Minutes 30 Minutes 30 Minutes 5 Minutes 40 Minutes 35 Minutes 35 Minutes 70 Minutes 40 Minutes 40 Minutes 40 Minutes 40 Minutes 40 Minutes 40 Minutes 35 Minutes 40 Minutes 40 Minutes 40 Minutes 20 Minutes 40 Minutes 10 Minutes 10 Minutes 25 Minutes 10 Minutes

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Unit 12: CRM WebClient UI Overview of CRM WebClient UI Exercise 34: Business Roles

60 Minutes 30 Minutes

Course GoalsThis course will prepare you to: understand the concept of master data (Accounts, the Organizational Model and Products) perform basic customizing of business transactions customize basic functions relevant for transaction processing describe options of the CRM Billing application understand the main functions of the CRM Middleware describe the basic features and functions of the CRM WebClient UI

Course ObjectivesAfter completing this course, you will be able to: Gain a deeper knowledge of basic data in CRM as well as selected generic CRM functions

This course introduces generic features and functions of SAP CRM which most likely will become relevant for any CRM customer, no matter which scenario he later on will focus on. Course Instructor Profile Level of Knowledge Required You should be familiar with different CRM scenarios and standard features and functions of SAP CRM. You should know that CRM offers several Key Capabilities: CRM Web Channel, CRM Marketing, CRM Interaction Center, CRM Field Applications, CRM Partner Channel Management, CRM Sales, CRM Service. You should have a good knowledge of ERP standard functionality in the area of Sales and Distribution (SD) as well as Customer Service (CS). You should familiarize yourself with ERP master data in order to be able to understand and explain differences between both systems.

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Hints on Preparing This Course: Check http://service.sap.com/curr-info for an additional Instructor Guide in Microsoft Word format. This word document instructor guide is subject to change and might be adapted from time to time. It mainly consists of additional demonstrations. Therefore make sure that you have the latest version. Some kind of change log will be provided in order to identify what has changed. Note: Feel free to give feedback to the course author with respect to course content and/or suggestions for demos and exercises. Also it would be helpful to communicate if you think that the information in this handbook misleading, insufficient or incorrect. The timing of lessons and exercises must be considered an estimation. Depending on the skills of the instructor and the expertise of participants, timing might vary individually. Visit the RKT learning maps for internals http://service.sap.com/rkt-crm

Test/Preparation System There are test/prep. systems for most of the SAP courses available. You will find the necessary information on http://service.sap.com/curr-info. In case you cannot access this site please ask the responsible Education coordinator (the one who send you this guide) to make the relevant information available to you. If no test/prep. system exists for the course, but testing or preparation is essential, the responsible Education department can order such a system this should be done ideally at least one week before the training. Please note that test/prep. Systems must not be used for training without the permission of KPS. An access violation fee will be charged in this cases. Training WTS farm: Nearly all SAP courses are designed to be taught via SAP Training Window Terminal Service Server Farms (=WTS-Farms) to enable also trainings on customer site (so called Onsite-Training). If restrictions of the course dont mention another WTS Farm or the usage of the local PC front end, always use the Common Training WTS farm for your training. Use SAP software on local PC front end only in SAP owned training centers with good network bandwidth

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connections. The usage of SAP software on local PC front end restricts the training support to the local IT support. The global training support can only support trainings via Training WTS farms. Training at SAP training centers/Internal SAP training: The internal connectivity to the training WTS farms can only be used inside of SAP network infrastructure. To connect to the training WTS farm use http://wts.wdf.sap.corp:1080. Choose your home region (US, EMEA or APJ). Select the Training-Zone menu. Connect to Common Training, if no other WTS farm is named for the training. Customer Onsite training / Third party training center: Customer Onsite training can only connect to SAP training WTS farm via the SAP Citrix Secure Gateway (SAP CSG). Therefore you need a CSG-User ID. The User ID has to be already created by the education department for the time of the training. The data (User ID and password) are delivered to you by the education department. Trainer and participants using the same dedicated CSG-User-ID and password for the training. To connect to the training WTS farm use http://mywts.sap.com. Enter the CSG-User ID and password. Choose your home region (US, EMEA or APJ). Select the Training icon. Connect to Common Training, if no other WTS farm is named for the training.

Training System: SAP CRM 7.0 System. SAP ERP 6.0 System, EhP 4 Note: Please make sure to test demos, exercises & solutions in advance in the test prep system and/or in your training system. But please only use the training system in the week when your event is scheduled. In other weeks the system is used by other courses and interference might lead to severe problems in those classes. Unauthorized usage of a training system may result in a conventional fee. User ID and Passwords for Trainer: CRM-system: User: TRAINING Password: Caution: It is vital to use user TRAINING, especially when logging on to the CRM WebClient UI, since some of the demos described in this course depend on this. Using any of the CRM-## users may result in problems (for example, demo specific business roles are not available!)

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User ID and Passwords for Course Participants: CRM-system: User: CRM-## [## = Group Number] Password: welcome Caution: Optional but recommended: Use transaction ZUSR to change this password. 1. 2. 3. 4. 5. ERP-system: User: CRM-## [## = Group Number] Password: welcome Caution: Optional but recommended: Use transaction ZUSR to change this password. 1. 2. 3. 4. 5. ZUSR Maintain users CRM-01 to CRM-65 Execute Change password and choose accept. ZUSR Maintain users CRM-01 to CRM-65 Execute Change password and choose accept.

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Preparation in the System 1. CRM-system Use report ZSENQOFF (via SE38) in order to deactivate table enqueue mechanism. You could use ZSENQON to switch it on again. Both reports also exist in SAP ERP system. Without using ZSENQOFF participants will not be able to do the customizing exercises at the same time. b) Use Transaction /nscc4 in order to set the Changes Without Automatic Recording (of transport requests) for your training client. c) Before unit CRM Middleware execute report ZSENQON in order to avoid unwanted effects. ERP-system a) Use report ZSENQOFF (via SE38) in order to deactivate table enqueue mechanism. You could use ZSENQON to switch it on again. Both reports also exist in SAP ERP system. Without using ZSENQOFF participants will not be able to do the customizing exercises at the same time. a)

2.

Example ABAPs CATTs: No need to start CATTs Information regarding exercises/solutions Caution: Starting with the Unit Product Master, the course CR100 contains two sets of exercises/solutions. The default exercises/solutions focus on a sales scenario. Optionally participants can do the service specific exercises. It is not intended that participants do both sets of exercises. The planned estimated durations have been defined for doing one set of exercises! Participants who are doing the default (= sales) exercises usually test the outcome with CRM WebClient UI business role Sales Professional (SALESPRO). Participants who are doing the optional (= service) exercises usually test the outcome with CRM WebClient UI business role Service Professional (SERVICEPRO).

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Unit 11

SAP CRM 7.0 OverviewThis unit basically wraps up the content of the course SAPCRM. It introduces the basics of SAP CRM and prepares participants who did not attend SAPCRM. You can mention that the course CR100 is meant to be ageneric, course. Participants will get on overview of basic/generic CRM functions. Participants will neither learn channel specific functions (IC WebClient details) nor details of CRM Marketing, CRM Sales or CRM Service. Ideally participants will attend one of the succeeding courses CR300, CR410, CR600 and CR700.

Unit OverviewThis unit gives an overview of the SAP CRM application.

Unit ObjectivesAfter completing this unit, you will be able to: Describe the SAP CRM application Describe the various components of the SAP CRM architecture Define CRM Middleware Navigate in the CRM WebClient UI

Unit ContentsLesson: SAP CRM Functions and Architecture................................2 Exercise 1: Characteristics of the SAP CRM Application ................7 Lesson: SAP CRM WebClient User Interface................................ 10 Exercise 2: Logon and Personalization................................... 17

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SAP CRM Functions and ArchitectureLesson Duration: 25 Minutes

Lesson OverviewThis lesson introduces the SAP CRM application by covering its key functions and architecture.

Lesson ObjectivesAfter completing this lesson, you will be able to: Describe the SAP CRM application Describe the various components of the SAP CRM architecture Define CRM Middleware

Use this lesson to wrap up the content of course SAPCRM which officially is a prerequisite course.

Business ExampleYour company has selected SAP CRM as its Customer Relationship Management solution. Therefore, you want to become familiar with the key functions provided by SAP CRM. You also want to familiarize yourself with the SAP CRM architecture.

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Lesson: SAP CRM Functions and Architecture

Figure 1: SAP CRM Summary

If not familiar with the SAP CRM application, it can be helpful to look into the details of course SAPCRM.

SAP Customer Relationship Management (SAP CRM) is a comprehensive solution for managing your customer relationships. It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients. SAP CRM is part of SAP Business Suite. SAP CRM provides leading front office functions and end-to-end industry-specific processes via marketing, sales, service, and various other channels. SAP CRM can be integrated into the SAP NetWeaver Portal.

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Figure 2: Architecture of SAP CRM

This figure mentions quite a few options that are possible when running SAP CRM. You can mention that there are customers out there who do not use this system setup. Especially the SAP CRM - SAP SCM integration doesnt exist too often. Besides the different CRM Interaction Channels (left hand side of the figure), the SAP CRM - SAP ERP connection really is important. Many (most) SAP CRM customers have an SAP R/3 (ECC) history and look for deltas between those two systems. SAP Customer Relationship Management (SAP CRM) is part of the SAP Business Suite and contains a central CRM server that can be used to access the system via multiple channels. The CRM server can also connect to other systems. The SAP CRM application can be connected and fully-integrated in the following ways: The SAP CRM System as a central CRM server with its application components SAP ERP as a back-end system with well-proven ERP functions BI functions of SAP NetWeaver with comprehensive statistical and analysis capabilities SAP SCM as a global solution for product availability checks and demand planning

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Figure 3: SAP CRM and Other SAP Systems

Discuss the realization of connecting different technical components. You might want to give an example of data flowing through systems. For example, a sales order is taken in the CRM Interaction Center WebClient then checked against SAP SCM for Available-to Promise (ATP) and then saved and transferred to SAP ERP for fulfillment. Briefly explain the concept of adapters and Plug-in which serve as connectors and power outlets within the SAP CRM landscape. It is possible to connect multiple ERP backend systems as well as non-SAP systems to SAP CRM. Beware that multi-backend scenarios are non-trivial and that it depends on the exact requirements of a customer whether and how multi-backend is in fact possible. Please take a look at OSS note 640570. The note basically says that you need to talk to SAP before you go for multi-scenarios. For the exchange of master data (Business Partner, Products) SAP offers a standard Multi-Backend integration. Please refer to note 1143540 for details. There is a replication guide (best practice documentation) available on the Help Portal. Currently (March 2009) it is based on SAP CRM 2007 but it is helpful anyway. http://help.sap.com/bp_crmv12007/CRM_DE/HTML/index.htm Technical Information Building Block Library B09: CRM Customizing Replication CRM Middleware is the primary device for the data exchange between the CRM system and the connected SAP ERP system. A plug-in on the SAP ERP system acts as a counterpart to the R/3-Adapter, supporting the data communication between the two systems. The data exchange normally includes an initial transfer of Customizing data, master data and transaction data to the CRM system, as well as a delta replication of the master data and transaction data in both directions.

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SAP ECC 6.0 and later releases contain all interfaces that are required for technical integration with the other SAP components that were previously components of the SAP R/3 plug-ins.

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5

Exercise 1: Characteristics of the SAP CRM ApplicationExercise Duration: 5 Minutes

Exercise ObjectivesAfter completing this exercise, you will be able to: understand differences between SAP ERP and SAP CRM

Business ExampleYou would like to better understand the differences of the SAP CRM and SAP ERP application

Task:Please answer the following questions 1. Which of the following scenarios/functions are not part of SAP CRM?Choose the correct answer(s).

2.

A B C D E F

Logistics Execution Billing Controlling Sales Order Processing Service Contract Management Human Capital Management

Web Channel functionality (E-Commerce; WebShops; Internet Sales) requires SAP CRM. SAP ERP does not offer this functionality.Determine whether this statement is true or false.

True False

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Solution 1: Characteristics of the SAP CRM ApplicationTask:Please answer the following questions 1. Which of the following scenarios/functions are not part of SAP CRM? Answer: A, C, F CRM offers Marketing, Sales and Service functions which also include CRM Billing. Order fulfillment (Logistics Execution), Controlling and Human Capital Management are not part of SAP CRM. 2. Web Channel functionality (E-Commerce; WebShops; Internet Sales) requires SAP CRM. SAP ERP does not offer this functionality. Answer: False "SAP ERP Internet Sales Edition" allows to sell products via a Web Shop which is connected with an ERP system.

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Lesson SummaryYou should now be able to: Describe the SAP CRM application Describe the various components of the SAP CRM architecture Define CRM Middleware

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Lesson:8

SAP CRM WebClient User InterfaceLesson Duration: 20 Minutes

Lesson OverviewThis lesson introduces the CRM WebClient User Interface.

Lesson ObjectivesAfter completing this lesson, you will be able to: Navigate in the CRM WebClient UI

CRM customers using a CRM release > SAP CRM 2005 (5.0) or customers who are migrating to SAP CRM 7.0 (or even SAP CRM 2007) must know that there is only one User Interface left for CRM business users. Neither SAP GUI nor PC UI is supported anymore for business users. Only Administrators use SAP GUI.

Business ExampleYour company has selected SAP CRM as its Customer Relationship Management solution. Therefore, you want to become familiar with the user interface provided by SAP CRM.

Figure 4: CRM WebClient User Interface

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Lesson: SAP CRM WebClient User Interface

Demonstration: Log on to the CRM WebClient UI of your training system. When logging on with either user TRAINING or one of the numerous CRM-## users, a Select a business role dialog is displayed. For CR100 you and participants can use role Sales Professional (SALESPRO). You should mention that the optional exercises (starting with Unit Product Master) require to use business role Service Professional (SERVICEPRO). Participants can choose between two sets of exercises! Navigate through the CRM WebClient UI and show different things. Caution: It might occur that the initial start of any CRM WebClient UI application takes quite long. This is due to the fact that a system refresh took place over the weekend. Typically calling the application a second time is much faster. You can even mention this to the participants in order to avoid/reduce performance discussions.

Optional demonstration Include a Favorite to your SAP Easy Access menu Caution: The name of the BSP Application has changed from SAP CRM 2007 to SAP CRM 7.0! Add other objects BSP Application BSP Application: CRM_UI_START Description: CRM WebClient UI Start Page: default.htm You can add different parameters to this favorite sap-system-login-basic_auth = X sap-language = EN (or other languages) sap-user = TRAINING sap-password = These test parameters lead to faster log on which can be useful in this class.

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With the CRM WebClient UI, SAP delivers a harmonized online user interface. The CRM WebClient is designed for the business user and presents a role-based workspace that provides an easy-to-use navigation and user interface. SAP CRM users work with the CRM WebClient UI which replaces the existing SAP GUI and People-Centric User Interface (PC UI). The CRM WebClient UI looks the same in all applications. It can be adjusted easily using standard tools and functions (e.g. the UI Configuration Tool). Navigation Bar and Header Area build the so-called L-Shape. The CRM WebClient UI is based on Business Server Page (BSP) technology. From a SAP CRM 7.0 SAP GUI session it is possible to start the CRM WebClient UI using transaction CRM_UI. The course CR580 (SAP CRM User Interface) gives details on how to realize typical changes to the UI configuration.

Figure 5: CRM WebClient UI - Details

Demonstration: Try different things: Show the Central Search options Collapse and expand the Navigation Bar Search for Account Media Store (Account ID 3271) and show details. Use forward navigation to show details of a related object Show History and navigate back to the account details.

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Use one of the Quick Create links etc whatever you like to show

Demonstration Show the general navigation pattern and mention that all applications look alike.

You can navigate through the page history step by step, or you can go straight to a previous page. Saved searches should always have a unique name so that existing searches are not overwritten.

Figure 6: CRM WebClient UI - Personalization

Demonstration: Show different Personalization options. Show drag & drop options, e.g. moving Assignment Blocks on the Account Overview page or moving columns of table views (Search Result List). Optional: Mention that the Configuration Mode under Personalize Settings can in general only be activated if the user has proper authorizations. Optional: Log on with business role CR580 Service Professional to demonstrate that this role does not allow any kind of personalization.

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Demonstration Create a Saved Search. Use the Account Search and find accounts by Name1/Last Name = Media* Save this search pattern and show where a user finds the saved searches. Therefore go to the HOME page or open the central search drop-down list box. Users can personalize the CRM WebClient UI. However, simple customizing settings can be used to restrict the personalization options. Personalization can be invoked via drag & drop or using the same (skin-dependant) push-button. E.g. on the slide above the active skin is called Signature Design and the personalization push-button looks like a pencil. The general personalization settings include My Data: Various user information, password change Settings: time zone, date format, time format, decimal notation, screen reader mode Shortcuts: flexible definition of keyboard shortcuts to screen areas and functions Layout: impacts on visual layout, definition of quick create links SAP CRM Feed Favorites: SAP CRM Links, Web Links or Widgets

Figure 7: The Role of the SAP Graphical User Interface (SAP GUI)

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SAP GUI is no longer supported for Business Users. Typical Maintain Transactions (e.g. Maintain Sales Order, Products, Business Partners) have been made available in the WebClient UI. Though it is possible to call the old transactions like BP or CRMD_ORDER directly via TCode field, it is not recommended for productive CRM Users. One might use it for testing purposes but be aware that SAP GUI transaction might behave strangely. Also certain new developments (e.g. in the area of Marketing [MDF] cannot be reproduced in SAP GUI. In general one can say: The SAP Standard Easy Access Menu contains entries that are not available in CRM WebClient UI. In CR100 SAP GUI will be used all the time, since participants are going to do Customizing.

Demonstration Show the SAP GUI and expand any of the menus. You should be able to point out that only administrative transactions are left in SAPGUI. As of SAP CRM 2006s/2, the SAP GUI interface should only be used for administrative purposes. The SAP GUI is used frequently during this course because the aim is to make the participants familiar with the basic settings of SAP CRM.

Figure 8: What is Customizing?

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The Preparation in the system section of this course strongly recommends to disable the table enqueue mechanisms since participants will do the same customizing tasks at the same time. Also it is recommended to switch off the recording of customizing changes via transport requests.

Demonstration In a SAP GUI session go to SAP Menu Architecture and Technology Configuration Customizing. Show the SAP Reference IMG. In SAP systems Customizing means parameterization rather than programming. If the standard or customized functions of the SAP CRM application do not meet the customers requirements, it is possible to make program enhancements. This includes the implementation of Business Add-Ins (BAdIs). BAdIs are usually embedded content-specific in the Implementation Guide. BAdIs can be found using SAP Menu Architecture and Technology ABAP Workbench Utilities Business Add-Ins or via transaction codes SE18, SE19.

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Exercise 2: Logon and PersonalizationExercise Duration: 20 Minutes

Exercise ObjectivesAfter completing this exercise, you will be able to: Log on to the CRM system using the SAP GUI Log on to the CRM WebClient UI Make user-specific default settings/personalized settings

Business ExampleYou want to familiarize yourself with two different user interfaces. You want to be familiar with the SAP GUI as the administrator and the CRM WebClient UI as the user. You make some personalized settings in the WebClient UI. Note: In these exercises and all subsequent exercises, replace the generic placeholder ## with your individual group number.

Task 1:Log on to the CRM system. 1. Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Add transaction SPRO (the description in the CRM menu is Customizing) to the Favorites folder of the SAP Easy Access menu as we will be using it frequently during this course. The instructor will provide you with the logon data. (## = group number)

2.

Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Insert transaction. Use this entry to call the CRM WebClient UI. Transaction code: CRM_UI Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Add other objects. Use this entry to call the CRM WebClient UI passing on special parameters. Continued on next page

3.

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Choose BSP Application CRM_UI_START, Description WebClient UI and Start Page default.htm. 4. Use the user name that you used earlier to log on to the CRM WebClient UI and choose the Sales Professional business role. Hint: This course provides the option of selecting other business roles (sneak previews). However, only the roles Sales Professional and alternatively Service Professional are used for the exercises and solutions.

Task 2:Personalize some of the relevant settings for the WebClient UI. 1. 2. 3. Personalize the Layout of the CRM WebClient UI. Choose the Signature Design skin. Personalize the Create entries in the navigation bar by removing the entries E-Mail, Lead and Opportunity. Optional: Explore the other personalization options.

Task 3:Familiarize yourself with the WebClient UI Account Management application. This task focuses on the methods for using and personalizing a WebClient UI application rather than the actual content of the application. 1. 2. 3. 4. 5. Search for the account with the last name ##Megastore. Optional: Personalize the result list to optimize the display. Optional: Save your search with the name AC_##Mega. Display the details of the account that was found and change the e-mail address to CRM-##[email protected]. Personalize the information that is displayed for an account. Move the following entries from the Available Assignment Blocks area to the Displayed Assignment Blocks area: Sales Area Data, Tax Classification, Account Classification, Identification Numbers and Buying Center.

Continued on next page

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Task 4:In the various exercises of this course, data is created which you will use later on. You can use this sheet to make a separate note of the data in the exercises that is indicated by [Data sheet]. 1. Unit Account Management Account Management Organizational Model Organizational Model Product Master Product Master Transaction Processing Transaction Processing Transaction Processing Type of Data Sold-to party Contact Organizational unit ID Determination rule Product General item category group Quotation (sales/service transaction] Quotation (sales/service transaction] Order [sales/service confirmation] O Number/Value Remark

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Solution 2: Logon and PersonalizationTask 1:Log on to the CRM system. 1. Use the SAP GUI to log on to the SAP CRM system with a prepared user name and corresponding password. Add transaction SPRO (the description in the CRM menu is Customizing) to the Favorites folder of the SAP Easy Access menu as we will be using it frequently during this course. The instructor will provide you with the logon data. (## = group number)

a)

Choose the menu (not the Easy Access menu) Favorites Insert Transaction. Transaction code: SPRO. Choose Continue (ENTER).

2.

Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Insert transaction. Use this entry to call the CRM WebClient UI. Transaction code: CRM_UI a) Choose the menu Favorites Insert transaction Transaction code: CRM_UI Choose Continue (ENTER).

3.

Add another entry to the favorites folder in the SAP Easy Access Menu by choosing Add other objects. Use this entry to call the CRM WebClient UI passing on special parameters.


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Choose BSP Application CRM_UI_START, Description WebClient UI and Start Page default.htm. a) Choose the menu Favorites Add other objects Choose URL typeBSP Application and enter the following: BSP Applicat.: CRM_UI_START Description: CRM WebClient Start Page: default.htm Parameter: sap-system-login-basic_auth = X Parameter sap-language = EN (or other language keys) Choose Continue (ENTER). 4. Use the user name that you used earlier to log on to the CRM WebClient UI and choose the Sales Professional business role. Hint: This course provides the option of selecting other business roles (sneak previews). However, only the roles Sales Professional and alternatively Service Professional are used for the exercises and solutions. a) Double-click Start CRM WebClient in your favorites. Enter the relevant data (user/password/language). Choose Sales Professional in the selection screen that is displayed. Note: This course provides the option of selecting other business roles (sneak previews). However, only the roles Sales Professional and alternatively Service Professional are used for the exercises and solutions.


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Task 2:Personalize some of the relevant settings for the WebClient UI. 1. Personalize the Layout of the CRM WebClient UI. Choose the Signature Design skin. a) After logging on to the WebClient UI, choose Personalize. Hint: When placing the cursor on the Personalize link, in the status line (bottom) of the browser you should be able to observe the name of the business role you work with. Choose Personalize Layout Skin: Signature Design Hint: In customizing it is possible to define a default skin for many/all users working with the CRM WebClient UI. Therefore an appropriate Technical Profile has to be prepared in the system. Choose Save. 2. Personalize the Create entries in the navigation bar by removing the entries E-Mail, Lead and Opportunity. a) After logging on to the WebClient UI, choose Personalize. Choose Personalize Navigation Bar. Select E-Mail, Lead and Opportunity then move these entries from Displayed Links to Available Links. Hint: You can also personalize the appearance of the Recent Items area. Choose Save. 3. Optional: Explore the other personalization options. a) You can, for example, change your personal data (Personalize My Data) and define shortcut keys.


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Task 3:Familiarize yourself with the WebClient UI Account Management application. This task focuses on the methods for using and personalizing a WebClient UI application rather than the actual content of the application. 1. Search for the account with the last name ##Megastore. a) Choose Account Management. Choose Search Accounts Name 1/ Last Name: ##Megastore Choose Search (ENTER). 2. Optional: Personalize the result list to optimize the display. a) You can call the personalization function for the result list by choosing the appropriate icon. Optionally you can sort, filter, resize or drag & drop table columns. Choose Save Search As: AC_##Mega. Choose Save. The saved search is now displayed in the Saved Searches dropdown listbox and the Homepage under My Saved Searches. 4. Display the details of the account that was found and change the e-mail address to CRM-##[email protected]. a) Choose the hyperlink Name in the result list to go to the details of the corporate account ##Megastore. In Account Details choose Edit. The e-mail field is in the Main Address and Communication Data area. Enter the above address and choose Save. 5. Personalize the information that is displayed for an account. Move the following entries from the Available Assignment Blocks area to the Displayed Assignment Blocks area:

3.

Optional: Save your search with the name AC_##Mega. a)


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Sales Area Data, Tax Classification, Account Classification, Identification Numbers and Buying Center. a) In the area Choose the Personalization function for the overview page. Select Sales Area Data, Tax Classification, Account Classification, Identification Numbers and Buying Center then move these from the Available Assignment Blocks area to the Displayed Assignment Blocks area. Hint: You also can change the order and load options for the displayed assignment blocks. Choose Save.

Task 4:In the various exercises of this course, data is created which you will use later on. You can use this sheet to make a separate note of the data in the exercises that is indicated by [Data sheet]. 1. Unit Account Management Account Management Organizational Model Organizational Model Product Master Product Master Transaction Processing Type of Data Sold-to party Contact Organizational unit ID Determination rule Product General item category group Quotation (sales/service transaction] O Number/Value Remark


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Transaction Processing Transaction Processing

Quotation (sales/service transaction] Order [sales/service confirmation]

a)

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Lesson SummaryYou should now be able to: Navigate in the CRM WebClient UI

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Unit Summary

Unit SummaryYou should now be able to: Describe the SAP CRM application Describe the various components of the SAP CRM architecture Define CRM Middleware Navigate in the CRM WebClient UI

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Unit 223

Account ManagementThis unit introduces CRM Account Management. Starting from the basics (CRM WebClient UI terminology vs. technical terminology, the unit introduces account management features and functions, data exchange mechanisms with SAP ERP and extensibility options.

Unit OverviewThis unit gives an overview of the CRM Account application and related features and functions.

Unit ObjectivesAfter completing this unit, you will be able to: Explain the concept of Account Management Explain the concept of the SAP Business Partner Describe relationships between accounts Describe some additional account functions Describe marketing attributes, account classification and the account life cycle Describe account hierarchies Explain the data exchange for business partners

Unit ContentsLesson: Overview of Accounts and Business Partners ..................... 30 Exercise 3: Account Maintenance......................................... 45 Exercise 4: Optional Exercise: Customizing of Address Types ....... 53 Lesson: Account Classification Options and Account Hierarchies ........ 57 Lesson: Data Exchange with the SAP ERP System ........................ 68 Exercise 5: Optional Exercise: Business Partner Templates for Sales Area Data ..................................................................... 75

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Lesson:24

Overview of Accounts and Business PartnersLesson Duration: 60 Minutes

Lesson OverviewThis lesson provides an overview of account management and the business partner concept.

Lesson ObjectivesAfter completing this lesson, you will be able to: Explain the concept of Account Management Explain the concept of the SAP Business Partner Describe relationships between accounts Describe some additional account functions

This lesson introduces the CRM Business Partner. Caution: Note that in the CRM WebClient UI youll find a different terminology than in Customizing.

Business ExampleYour enterprise has relationships with different types of business partner. For this reason, you want to learn how the concept of the business partner can help you maintain these relationships. You can mention that the central business partner model differs from the SD business partner which uses account groups

Caution: The entire unit Account Management contains three exercises, one which is absolutely mandatory for the course and additional two which are considered optional. Depending on the group and situation it is possible to offer participants to do the additional customizing exercises. The time frame of the course does not include the duration of the optional exercises!

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Lesson: Overview of Accounts and Business Partners

Figure 9: Business Partners in the Application

Hint: Maintenance of Employees is not possible when using standard business role Sales Professional. If you want to demonstrate this, log on with business role Service Professional and go to Resource Planning Create Employee

Demonstration Create a new Account including a new contact person. If you want to guide participants, you might want to choose same/similar data as in the exercises. Choose Account Management Create Corporate Account. Maintain mandatory fields (Name + Address) Name: DemoAccount Choose ENTER. Choose Assignment Block Roles and add role Sold-to Party. Choose Assignment Block Sales Area Data. Choose New.

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Choose Value Help for Sales Org ID. Pick line starting with IDES Training Company Maintain the following Shipping data. Incoterms: UN Delivery Priority: Not free Shipping Conditions: Standard Maintain the following Billing data. Customer Pricing Procedure: Standard Currency: EUR Terms of Payment: Pay immediately w/o deduction Choose Back. Choose Save. Optional: Transfer of Account to ERP Choose Home (to refresh Account data) Choose Account Management Search for your new Account. Open Assignment Block Identification Numbers. ID Type CRM002 (R/3 Customer-Number) shows ID Number (same). Business partners are any parties in which your company has a business interest. You can create and manage your business partners centrally for different business transactions, and reflect the different roles they play, such as sold-to party and ship-to party. A business partner can be any of the following: Accounts: An account is a company, individual, or group with which you have a business relationship. An account can be, for example, a customer, prospect, vendor, or competitor. Accounts are subdivided into Corporate Accounts (companies or organizations), Individual Accounts (private individuals) and Groups (any groupings such as households). Contacts: A contact is a person with whom you have a business relationship, and is mostly assigned to a corporate account. Employees: An employee is a member of your company, and involved in the interactions between your company and customers, prospects, vendors, and other parties. During business partner creation, the number assignment is determined by a grouping.. When creating a business partner, internal number assignment is the default. If you want to use external number assignment instead, choose the relevant grouping and enter the external number.

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You can define standard groupings in Customizing. This means that a grouping is automatically selected when you create a business partner without entering a business partner number or grouping (during internal number assignment), or when you enter a partner number but not a grouping (during external number assignment). Path in Customizing: SAP Implementation Guide Cross-Application Components SAP Business Partner Business Partner Basic Settings Number Ranges and Groupings

Figure 10: SAP Business Partner

Business partner is the generic term used to refer to the parties involved in your interactions with customers. This term is used primarily in technical documentation and does not generally appear on the WebClient UI. A business partner role is used to classify a business partner in business terms. The roles you assign to a business partner reflect the functions it has and the business transactions in which it is likely to be involved. A business partner role is used for classification purposes during data exchange with SAP ERP. The SAP Business Partner allows standardized maintenance of business partners across components. Application-neutral data such as name, address, bank details, and payment cards, is mapped. The particular requirements for mapping organizations, groups and persons are taken into consideration. The business partner model in the CRM system differs from that of the SAP ERP back-end system (customer master).

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The business partner role (for example, contact, sold-to party or supplier) classifies the business partner according to their business function. The roles that are assigned to a business partner mirror the partners functions and the business transactions in which they may be involved. A business partner relationship forms the business-relevant connection between two business partners.

Figure 11: Business Partner Categories

The classification of a business partner as a natural Person (for example, a private person), group or organization (legal person or part of a legal person, for example, department) is called the business partner category. The above mentioned business partner categories are delivered with SAP CRM. Additional categories cannot be defined. A Group specifies a shared living arrangement, a married couple, or an executive board. The Organization represents units such as a company, a department of a company, a club, or an association. In addition to a legal person, parts of a legal person can be mapped as a business partner. Organization is an umbrella term for mapping every kind of situation in the day-to-day business activities. Therefore, a branch or purchasing department, for example, represents just parts of a legal person. The business partner category cannot be changed after a business partner has been created.

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Figure 12: Business Partner Roles

Optional Demonstration Open account 3271 or the account you created and assign business partner role Competitors to it. The business partner role classifies the business partner according to business function. The roles that are assigned to a business partner mirror the partners functions and the business transactions in which they may be involved. You can assign more than one business partner role to a business partner. General information such as name, address, and bank details, only has to be entered once. All applications or industry business solutions using the SAP Business Partner function provide special business partner roles. In customizing one can define customer-specific business partner roles. Therefore choose SAP Customizing Implementation Guide Cross-Application Components SAP Business Partner Business Partner Basic Settings Business Partner Roles Define BP Roles A business partner role is assigned to a business partner role category. Depending on the business partner role category, data distribution to SAP ERP is triggered. Refer to OSS note 1257009 if role-dependent field modification (mandatory fields per business partner role) is needed in your system.

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Figure 13: SAP Business Partner: Relationships

Explain that BP relationships enable the creation of one- or two-way relationships between all Business Partners in the CRM system. The relationships are controlled by relationship categories, some of which are standard delivered by SAP. Relationship categories allow to control which relationship specific attributes can be maintained. Relationships that are exchanged with the ERP system (e.g. the contact person relationship) usually cannot become time-dependant. The Shareholder Relationship is CRM specific and can be made time dependant (like shown on the slide).

Demonstration Open account 3271 or the account you created earlier and show/create a contact person relationship. Optional: Show SAPGUI transaction BUBA. Pick any relationship category, e.g. BUR004 and show details: Title, time constraint, cardinality, Business Partner Categories. In the WebClient UI there are a few Assignment Blocks which are relevant in this context: Relationships relevant for most of the relationship types. Contacts is used only for the relationship has/is Contact Person Shareholders is used for the relationship Has/is Shareholder.

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A business partner relationship forms a business-relevant connection between two business partners. Business partner relationship categories describe the business-relevant relationship between business partners. To show that two business partners have a particular relationship to one another, we assign them a relationship category. By entering a start and end date, a business partner relationship can be given a time limit. So, for example, you can get an overview of the periods during which a particular company operated as a shareholder of an organization. You can use the Business Data Toolset (BDT) to assign additional relationship categories. To do this, use the BP relationships task menu which is called in the SAPGUI using transaction BUMR. The relationship category describes the properties of a relationship and characterizes it with attributes. There is a difference between a one-way business partner relationship category and a two-way business partner relationship category. In a one-way relationship category, the relationship extends from one partner to another, but not vice versa (for example, is employee of). An example of an two-way relationship is is married to. With the business partner relationship category, you determine whether only one relationship of this category can be created (for example, is married to) or whether several relationships of this category can be created at the same time (for example, is contact person of). The business partner relationship categories available depend on the business partner category in question. When a relationship is created, the system can check whether a business partner was created in a particular role (role dependency of a relationship category). You can maintain addresses in several parallel versions. This means that you can save addresses in the system that have different international display formats (for example, kanji and Latin letters).

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Figure 14: Business Partner Relationship Category (Example)

Use the Contact Person Relationship Category as an example to explain the two directions a relationship can have is contact person of and has contact person as well as the relationship specific attributes (e.g. Function, Department, etc). The Contact Person Relationship in SAP CRM can be exchanged with SAP ERP and vice versa. Hint: With SAP CRM 7.0 it is possible to have a time-dependant contact person relationship. Therefore you have to activate this feature in customizing. Choose SAP Customizing Implementation Guide Cross-Application Components SAP Business Partner Activation Switch for Functions . Activate Development CRM_BUT050. You create a contact person relationship with the relationship category has contact person between a business partner having the BP category Organization, and a business partner having the BP category Person. With SAP CRM 7.0 it is possible to have a time-dependant contact person relationship. Therefore you have to activate this feature in customizing. Choose SAP Customizing Implementation Guide Cross-Application Components SAP Business Partner Activation Switch for Functions . Activate Development CRM_BUT050.

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Optional Demonstration Activate the time-dependency of the contact person relationship. Restart the WebClient UI application and create a new contact person relationship. You will observe that the date-fields can now be edited.

Figure 15: Business Partner: Address Management

SAP Business Address Services (BAS) is used for maintaining BP address data. You can maintain as many addresses as you like for each business partner. One address for each business partner is always flagged as the standard address. You can define address usages by assigning the different addresses to the relevant business processes. The postal code, the city and the street can be validated by performing a check against the SAP regional structure. You can also use external software to validate postal data, check for duplicates, and error-tolerant searches. (For more information, see SAP Note 176559.) The following are examples of possible checks: Checking postal codes, cities and streets, and combinations of these for consistency. During the check, missing elements are added. For example, if you enter only the city, the postal code is added. When you create and change a business partner, existing BPs that are phonetically similar are displayed for comparison purposes. This prevents you from creating the same partner more than once.

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You define the activities and address types you need, and specify whether several addresses can be assigned to an address type in Customizing for Cross-Application Components, by choosing SAP Customizing Implementation Guide Cross-Application Components SAP Business Partner Business Partner Basic Settings Address Determination. The worldwide use of SAP software requires the use of many different fonts. International address versions are an attribute of Business Address Services that enable addresses to be printed in different fonts depending on the country. In this context, "different fonts" does not refer to country-specific features within a character set, such as umlauts in German and accents in French, but rather fonts that consist of their own character sets, e.g. Chinese, Japanese or Korean. Demonstration Open account 3271 or the account you created earlier. Use the Assignment Block Addresses and create/add a new address with address type (bottom of page!) Goods receipt.

There is an optional exercise available. If participants are interested and the timing of the course permits, this exercise can be done.

Figure 16:

Templates can be used to maintain Sales Area data.

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The following sales-area-dependent data sets reference templates, which can then be assigned in business partner maintenance: Sales data Shipping data Billing data Blocking reasons When working with templates in business partner maintenance: The attributes of the data sets are displayed as defined in the template and cannot be changed (display mode). A text shown below the Own Data button specifies the origin of the data, indicating whether it is derived from a template assigned to the business partner, or if it is the business partners own data. Click Information to display technical data on the template, such as its technical name, type, and the read method By clicking Own Data, you can copy the data from the template to the data set. You can now overwrite the template data with your own data and save it. Any changes made subsequently to the template are therefore no longer reflected in the business partner. You can switch back to the referenced data by clicking Delete Own Data. Your own data has now been deleted and the template data is once again displayed. In the first step, you define the required mini-template and enter the corresponding data. These mini-templates are independent of the sales area and cannot be used for the assignment of sales area dependent data. In the second step, you combine the sales area dependent mini-templates (without data) with the sales area independent mini-templates (with data). IMG path: SAP Implementation Guide Customer Relationship Management Master Data Business Partner Templates Buying Center Identifies the people involved with the business decision and the degree of their influence Depicts the relationship set of the people involved in the sales process Used to enter the descriptive attributes of each person such as their opinion on their solution or their personal value selling

You can create several buying centers for a business partner. These then form the basis for creating the corresponding data in an opportunity. However, a buying center in the opportunity can be saved as an account buying center. Account Fact Sheet

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The fact sheet provides you with an immediate and condensed overview of information about business partners taken from several sources such as business partner master data, statistical and transaction data, derived from SAP CRM, SAP ERP, and SAP NetWeaver BI. It enables you to see quickly and easily the most important details about your key customers. The UI component for the fact sheet is BSP_DLC_FS. Customers can adjust the layout and content of the fact sheet by creating a specific UI configuration of the view factsheet. Optional Demonstration (Templates) Open account 3271 or 300049. Go to Assignment Block Sales Area Data and choose New from Template Choose Template Academy Accounts and OK Navigate to page 2 of the sales area and show the details of sales area IDES Training Company - Final Customer Sales You can observe template data for Shipping and Billing data. One can decide to make this data own data

Optional Demonstration (Buying Center) Open account 3271 or the account you created earlier Open Assignment Block Buying Center Choose New. Title: Buying Center 1 Owner: TRAINING (Leslie Barry Training) Sales Org. Choose US Sales and Service - Internet Sales Choose Back. Choose Graphical View Caution: Local software (Java Runtime Environment) is needed! In the graphical view add any two contact person and a relationship to link those contacts. Save the graphical view (icon) Go back and save the Account Choose Sales Cycle Create Opportunity

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Choose Sales Methodology (OPSM) Enter prospect 3271 and mandatory information Go to the Assignment Block Contacts and choose More Insert from Account Buying Center Mention that this works in both directions.

Optional Demonstration (Fact Sheet) Open account 3271. Choose More Fact Sheet

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Exercise 3: Account MaintenanceExercise Duration: 20 Minutes

Exercise ObjectivesAfter completing this exercise, you will be able to: Maintain accounts in the application Explain the concept of business partners in the SAP CRM system

Business ExampleYou want to maintain business partners and business partner relationships (contacts) for your trade fair business. You familiarize yourself with the basic properties of CRM business partners. You also analyze the integration with your ERP system and investigate the data exchange between SAP CRM and SAP ERP.

Task:One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly. 1. Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system. Hint: Business Role: Sales Professional Enter the following information in the appropriate fields: (## corresponds to your group number). Account Details Name 1 Street/House Number Postal Code City Country Language Transport Zone ##Stockmann Rue ## 750## Paris France (Use Input Help) French Use Input Help) Central France (Use Input Help)


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Choose ENTER to confirm the data. 2. 3. Assign the role of Sold-To Party to your account. Maintain the Sales Area Data in the relevant assignment block. Using the Input Help select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank. 4. Enter shipping information. Shipping Incoterms Delivery Priority Shipping conditions 5. Enter billing information. Billing Customer Pricing Procedure Currency Terms of Payment Customer Price Group Price List Type 6. Own data (checkbox) Standard EUR (Euro) Pay immediately w/o deduction New customers Retail Own data (checkbox) Free house (Use Input help) High Standard

Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST and tax group FULL. Save the account and note the number: __________________________ Data Sheet

7.

Check whether the account has been transferred to the ERP system in the WebClient UI. Use the Identification Numbers assignment block to do this. Note: The SAP GUI has an administration transaction which can also be used to monitor the business partner data exchange: SAP Menu Master Data Business Partner Administration Monitoring BP Data Exchange

8.

Optional: Log on to the SAP ERP system and display the customer ##Stockmann.


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SAP Menu Logistics Sales and Distribution Master Data Business Partner Customer Display Sales and Distribution (transaction VD03) 9. ##Stockmann has informed you that they have an additional address for the goods receipt. Enter the following additional address in the CRM system. Address Street/House Number Postal Code City Country Address Type Rue ##A 750## Paris FR Goods receipt (Select this address type from the dropdown list.)

Go back and save your data. Hint: This new address will not be transferred into the ERP customers master! 10. Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact. a) Add Michael ##Contact in account maintenance as a Contact.

Title First Name Last Name Language Function Department Go back and save your entries.

Mr. Michael ##Contact French Buyer Purchasing

You can see the number of the contact if you choose the Edit action. to call the contact details again. Contact ID__________________________ Data Sheet 11. Has the contact person relationship also been created in the ERP system? Display the customer master.

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Solution 3: Account MaintenanceTask:One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly. 1. Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system. Hint: Business Role: Sales Professional Enter the following information in the appropriate fields: (## corresponds to your group number). Account Details Name 1 Street/House Number Postal Code City Country Language Transport Zone Choose ENTER to confirm the data. a) Choose Account Management. Choose Create Corporate Account. Insert the data above and choose Enter. 2. Assign the role of Sold-To Party to your account. a) 3. Choose assignment block Roles. Role: Sold-To Party Maintain the Sales Area Data in the relevant assignment block. ##Stockmann Rue ## 750## Paris France (Use Input Help) French Use Input Help) Central France (Use Input Help)


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Using the Input Help select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank. a) Choose the assignment block Sales Area Data. Choose New. Sales Org. ID: Use the input help. In the list of available sales areas, choose: IDES CRM Training Company; Final customer sales 4. Enter shipping information. Shipping Incoterms Delivery Priority Shipping conditions 5. Enter billing information. Billing Customer Pricing Procedure Currency Terms of Payment Customer Price Group Price List Type a) 6. Choose Back. Own data (checkbox) Standard EUR (Euro) Pay immediately w/o deduction New customers Retail Own data (checkbox) Free house (Use Input help) High Standard

Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST and tax group FULL. Save the account and note the number: __________________________ Data Sheet a) Choose the assignment block Tax Classification. Choose Edit List. Country ID: FR (use Input help) Tax Type ID: MWST Tax Group ID: FULL Choose Save. Continued on next page

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7.

Check whether the account has been transferred to the ERP system in the WebClient UI. Use the Identification Numbers assignment block to do this. Note: The SAP GUI has an administration transaction which can also be used to monitor the business partner data exchange: SAP Menu Master Data Business Partner Administration Monitoring BP Data Exchange a) Choose Account Management. Choose Search Accounts. Search for the account you just created called ##Stockmann. Open the Identification Numbers assignment block. If the data has been transferred successfully to the connected ERP ssystem, an R/3 Customer Number entry is displayed.

8.

Optional: Log on to the SAP ERP system and display the customer ##Stockmann. SAP Menu Logistics Sales and Distribution Master Data Business Partner Customer Display Sales and Distribution (transaction VD03) a) Customer: Choose Customers sales areas.... At least one row should be displayed. Double-click this line and choose Continue ( ).

9.

##Stockmann has informed you that they have an additional address for the goods receipt. Enter the following additional address in the CRM system. Address Street/House Number Postal Code City Country Address Type Rue ##A 750## Paris FR Goods receipt (Select this address type from the dropdown list.)


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Go back and save your data. Hint: This new address will not be transferred into the ERP customers master! a) Choose the Addresses assignment block and choose New. Choose Back. Choose Save. 10. Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact. a) Add Michael ##Contact in account maintenance as a Contact.

Title First Name Last Name Language Function Department Go back and save your entries.

Mr. Michael ##Contact French Buyer Purchasing

You can see the number of the contact if you choose the Edit action. to call the contact details again. Contact ID__________________________ Data Sheet 11. Has the contact person relationship also been created in the ERP system? Display the customer master. a) Yes, the CRM contact has been created in the ERP system, but it has a different account number. SAP Menu Logistics Sales and Distribution Master Data Business Partner Customer Display Sales and Distribution (transaction VD03) Customer: Choose Continue In General Data, the contact that you just created in CRM should be displayed on the Contact Person tab page.

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Exercise 4: Optional Exercise: Customizing of Address TypesExercise Duration: 10 Minutes

Exercise ObjectivesAfter completing this exercise, you will be able to: Set up a new address type in Customizing and use it in the account application

Business ExampleYou want to create and use additional addresses as well as the standard address for the accounts in the CRM system. You can assign address types to these addresses. These address types can be used so that different addresses can be determined in the business transactions.

Task:You want to set up another address type to use in the account application. You will use this new address type later on in the course to determine a specific address in your business transactions. 1. 2. 3. 4. In Address Determination customizing create the new transaction ZZ## with the description ##Payer. Create the new address type ZZ## with the short description ##Payer in Customizing for address determination. In Customizing, assign transaction ZZ## to address type ZZ##. Test your settings in the application and add another address to the account. Assign the new address type to this address.

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Solution 4: Optional Exercise: Customizing of Address TypesTask:You want to set up another address type to use in the account application. You will use this new address type later on in the course to determine a specific address in your business transactions. 1. In Address Determination customizing create the new transaction ZZ## with the description ##Payer. a) SAP Menu Architecture and Technology Configuration Customizing Choose SAP Reference IMG. SAP Customizing Implementation Guide Cross Application Components SAP Business Partner Business Partner Basic Settings Address Determination Define Transactions Choose New Entries. Business Transaction: ZZ## Description: ##Payer Choose Save. 2. Create the new address type ZZ## with the short description ##Payer in Customizing for address determination. a) SAP Customizing Implementation Guide Cross Application Components SAP Business Partner Business Partner Basic Settings Address Determination Define Address Types Choose New Entries. Address Type: ZZ## Short name ##Payer Name: ##Payer address Several uses: Leave blank Choose Save.


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3.

In Customizing, assign transaction ZZ## to address type ZZ##. a) SAP Customizing Implementation Guide Cross Application Components SAP Business Partner Business Partner Basic Settings Address Determination Assign Transaction to Address Type Choose New Entries. Business Transaction: ZZ## Address Type: ZZ## Choose Save.

4.

Test your settings in the application and add another address to the account. Assign the new address type to this address. a) Search for and open your account ##Stockmann. Choose the Addresses assignment block and choose New. Address Street/House Number Postal Code City Country Address Type Choose Back. Choose Save. Rue ##B 750## Paris FR ZZ##

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Lesson SummaryYou should now be able to: Explain the concept of Account Management Explain the concept of the SAP Business Partner Describe relationships between accounts Describe some additional account functions

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Lesson: Account Classification Options and Account Hierarchies

Lesson:45

Account Classification Options and Account HierarchiesLesson Duration: 45 Minutes

Lesson OverviewThis lesson gives an overview of options to classify an account.

Lesson ObjectivesAfter completing this lesson, you will be able to: Describe marketing attributes, account classification and the account life cycle Describe account hierarchies

This lesson gives an overview of the different ways to classify an account.

Business ExampleYour enterprise wants to classify accounts and trace the account life cycle.

Figure 17: Marketing Attributes

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Marketing Attributes are used as criteria for differentiating between business partners. They can be used to perform individually tailored marketing activities. In the Segment Builder, you model marketing profiles by combining attributes into attribute lists. Some of these attributes may be those that you create in the CRM Marketing transaction (below) others may derive from SAP BI or from business partner master data. Attribute sets are used to group together attributes created specifically within CRM Marketing for marketing purposes. Each attribute set therefore contains the attributes belonging to a business partner that are relevant for the marketing purpose. Attribute sets are used in applications such as CRM Web Channel and CRM Telesales. In CRM Web Channel, they record marketing attributes for business partners visiting Web shops, enabling the business partner to be assigned to a marketing profile. In Telesales, they can be used to profile telesales agents. Demonstration Open account 3271 and go to Assignment Block Marketing Attributes. Show the content.

Logging on with business role Marketing Professional (MARKETINGPRO) allows you to maintain Marketing Attributes and marketing related information (not covered in this course)

Optional Demonstration Use SAPGUI transaction ZLINKS in order to get the URL of corresponding Web Shops Log on to the B2B web shop PC4BIZ_EN with user 461 (welcome) Choose My Details Choose Change User Profile Maintain attributes and save. Log on to CRM WebClient UI, find Contact John Taylor (of Media Store) and go to Assignment Block Marketing Attributes. You should see the data that has been maintained via the WebShop.

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Figure 18: Account classification - Structure

You can use account classification to classify your accounts according to any criteria. This is particularly useful for large enterprises who may want to classify different business areas according to different criteria. Account Classification is available as an assignment block on the Account page and is a search criterion in the search function. The account classification data supplements the normal account data. The roles in this assignment block are different from those in the Roles assignment block and the rating is separate from the overall rating of the account. The required criteria can be combined in any way. Each classification category can consist of up to five criteria and as many attributes as you wish. Integration is provided with SAP NetWeaver BI and enables reporting to be performed based on the account classification.

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Figure 19: Customizing the Account Classification

SAP provides classification categories for accounts as well as some predefined criteria. You can assign up to five criteria and any number of attributes to each classification category. Once a combination of criteria and attributes is assigned to the data it cannot be changed. It is possible to define your own classification categories. For further information about extending the account classification, see the relevant IMG documentation or SAP Note 1045146. Customizing path: SAP Implementation Guide Customer Relationship Management Master Data Business Partner Define Account Classification. Demonstration Search for account 3271 or the account you created earlier. Choose Assignment Block Account Classification. Classify the account. In customizing show where to find account classification. Choose SAP Customizing Implementation Guide Customer Relationship Management Master Data Business Partner Define Account Classification

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Figure 20: Account Life Cycle

Life Cycle functionality is not set up in the training system.

A life cycle stage enables you to record the different stages of a business partner as it progresses through its life cycle, with each stage representing a different view at a particular point in time. For example, a business partner might start off as a potential, move on to an intermediate stage as a prospect, before finally becoming a customer A life cycle stage is technically a business partner role. The assignment of stages to a life cycle is defined using the functionality provided by role exclusion groups. A life cycle therefore corresponds to a role exclusion group. These contain a range of roles that are mutually exclusive. This means that only one business partner role in an exclusion group can be assigned to a business partner at any one time. This ensures that the assignment of roles from a role exclusion gro

CR100 - Customizing Instructure Handbook V92 2009

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