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rolling purchase history (CRM-EM)

CRM Entitlement Management (CRM-EM) Quantity-based program withwhich you grant your dealers entitlements, based on their purchase

history in your company. Dealers return new goods to you in this case,not used parts. The entitlement is a right to return; in this case it aidsreturns authorization and ensures that the dealer returns no moreproducts to you than they bought from you originally.

tile set (CRM-MSA)

Mobile Sales (CRM-MSA)

A group of related tiles on the user interface of the CRM Mobile Application.

The CRM Mobile Application consists of different components, each of which contains tile sets.

Example

The CRM Mobile Application consists of different components, such as "Business Partners", "ContactPersons", and "Activities". The "Business Partners" component contains, among others, the tile sets"Search" and "Details".

mySAP CRM Field Applications (CRM) Customer Relationship Management (CRM)

Software for managing business processes in sales, service, and marketing for employees who areworking in the field and interacting with customers through face-to-face communications.

mySAP CRM Field Aplications support employees working with laptop computers or handheld devices,such as PDAs. When working with a field application, you can be connected to the CRM system or youcan work offline.

CRM Migration (CRM-MW) Middleware (CRM-MW)

Describes an upgrade of a CRM system with a mobile scenario (for example Field Sales or Field Service)from release 2.0B or 2.0C to a higher release. The migration process comprises a data migration (CDBMigration) after the technical upgrade of the CRM server. Furthermore, a complete installation of the



mobile solution (that is, the mobile clients and other components for the mobile solution) has to beperformed. That means, a complete roll-out has to be performed.

Pattern Matching System (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

IPC Component for quick and efficient processing of a knowledge base's dependencies.

IPC-PME compiles all active constraints of a knowledge base to discrimination nets, allowing fordependencies to be systematically processed during configuration, based on the respective value settings(or value derivations). Discrimination nets are stored in the knowledge base in a table.

location (CRM-RPL-ICS)

Interaction Center Agent Scheduling (CRM-RPL-ICS)

An org. unit using workforce management to schedule its employees. Companies can have one or morelocations running workforce and a single physical site can house multiple locations. Typically, the largerthe number of locations the smaller number of employees at each location. Examples include interactioncenters, shops, retail outlets, department stores, contact centers.

meta model (CRM-CIC)

Interaction Center WinClient (CRM-CIC)

XML-based description of all resources available to the alert modeler, including exposed data objects,events, and methods that can be used within alert modeler scripts. Events are used to trigger certainscripts (rules), data objects can be used to examine certain conditions, and methods define the possibleactions a script can trigger within IC processing.

campaign response handling (CRM-MKT) Marketing (CRM-MKT)

A collection of processes to record and handle responses. These responses can consist of:

Real responses, where customers respond to campaigns by contacting the CRM customer, or

Bounces, where incorrect customers contact the CRM customer



The responses can be collected and recorded for a variety of channels of communication, such as e-mails, letters or faxes.

analytical CRM (CRM-ANA) CRM Analytics (CRM-ANA)

A consistent suite of analytical applications for measuring, predicting, and optimizing a company'scustomer relationships.

Analytical CRM allows companies to continuously capture and analyze a broad range of customer data togain significant insights into and a deeper understanding of their customers. This information assistscompanies in optimizing customer relationships across all customer touchpoints.

controlling type (CRM) Customer Relationship Management (CRM)

A Customizing setting that decides where costs and revenues for a combination of validity period,transaction type, and service organization are to be posted.

Costs and revenues can be posted to the following:

An internal order

A profitability segment and/or profit center (mass-object controlling)

To the account assignment object in CRM

No controlling is necessary

wish list (CRM-ISA)

Internet Sales (CRM-ISA)Previously saved shopping baskets filled with products from a Web shop. Customers can access them atany time, as long as they are logged on.

These shopping baskets serve as templates for regularly recurring purchase orders, or for customers whoare not quite sure whether they want to order the products they have chosen.



worklist (CRM) Customer Relationship Management (CRM)

A tab page in the locator that contains objects such as:

Business transactions

Products

Partners

These objects have been assigned to particular users or user groups, or they have been selected as"favorites". When a user calls up the worklist, he or she can view and process all the objects that havebeen assigned to their user name.

pipeline (CRM-ANA) CRM Analytics (CRM-ANA)

A form of analysis that displays potential sales revenue by providing an overview of the current and futuresales situation. Pipelines can be used to track quantities of sales, compare expected and actual values,or as a basis for planning future sales processes. Pipelines are employed in different areas, such asopportunities, contracts or activities.

filler block (CRM-RPL-ICS) Interaction Center Agent Scheduling (CRM-RPL-ICS)

The work that can be assigned as a block within a schedule and is defined as having a miniumum andmaximum duration.

For example, specifying administrative work to be performed in one hour blocks (the minimum duration),but not to exceed two one hour blocks (the maximum duration).

SPL-requested return (CRM-BTX-COM)



Complaints / Returns / In-House Repair (CRM-BTX-COM)

A return initiated by the vendor.

Because of a bottleneck in shipping for a service part, the vendor searches for this part at the sites of hisor her customers (dealers) who have purchased this part.

Marketing campaigns are used to process SPL-requested returns.

filter condition (CRM-MKT) Marketing (CRM-MKT)

An additional restriction criterion that is assigned to an attribute.

This criterion refers to an attribute from the same selection data source. For example, you can assign adate condition such as "May 1 until August 31" to the attribute "Sales". During segmentation, only thesales from May until August are taken into account.

individual agreement (CRM-RB)

Rebate Processing (CRM-RB)

Condition record that describes a number of attributes, (for example, business partner, product group,business transaction category, and so on), and that determines the rebate amount based on salesrevenue data for a specific time period within the rebate agreement.

The system also uses individual agreements for determining accruals thatshould be accumulated.

Workforce Deployment - Limited Access for Manager(CRM-RPL-I Interaction Center Agent Scheduling (CRM-RPL-ICS)



A variant of workforce deployment where managers at each location use the system to schedule theiremployees and rely on support from corporate headquarters to perform one or more of the followingactivities:

Settings Maintenance

Forecast Creation

Schedule Creation

synchronization BDoc type (CRM-MW)

Middleware (CRM-MW)

Only used for data synchronization with mobile clients.

sBDoc types contain direct mappings to tables of the consolidated database. sBDoc types are used to

make data persistent in the CDB and to exchange messages between the CRM Server and mobileclients.

Realignment and dependencies between sBDoc types are supported.

routing group (CRM-CIC)

Interaction Center WinClient (CRM-CIC)

Umbrella term for processing groups and business partner groups in business routing.

Possible processors (for example, sales representatives) and business partners are grouped inthe CRM Online System, and are assigned to each other according to specific criteria. This assignmentspecifies which processors are responsible for which business partners.

server PIN (CRM-CIC) Interaction Center WinClient (CRM-CIC)

A Mailbox number associated with a paging or voicemail service.

Example

If you want to retrieve your voicemail messages, but you call from another line, you first must identify themailbox in which your messages are stored. Usually the number of this mailbox is the same as yourextension.



ction (CRM-BE) Billing (CRM-BE)

A scheduled follow-up activity in a business process.

Actions are determined and executed by the Post Processing Framework (PPF).

In a Billing Engine application (BEA), actions you can schedule and start include:

Printing out invoices

Sending invoices by e-mail

Sending invoices by fax

Workflows

Transferring billing documents to follow-on BEAs

mass-object controlling (CRM) Customer Relationship Management (CRM)

Controlling at an aggregated level using profitability segments in the Profitability Analysis component(CO-PA) and/or profit center in Profit Center Accounting (EC-PCA).

The actual costs from the CRM confirmation, and the revenue from CRM billing are posted directly in CO-

PA and/or in Profit Center Accounting.

actual total duration (CRM) Customer Relationship Management (CRM)

A date type that contains the total time spent on one business transaction, for example, a sales visit onMonday 12 January from 9.00 am until 12.00pm. This time period includes preparation, traveling times as

well as the amount of time spent in a meeting with the customer.

Pipeline Performance Management (CRM-ANA) CRM Analytics (CRM-ANA)



An interactive application that helps sales managers and sales representatives to do the following:

Analyze their sales pipeline

Identify gaps and critical opportunities

Identify and monitor opportunity changes in the pipeline

Simulate what-if scenarios

Trigger immediately the right actions to resolve issues and to meet their targets.

brand owner (CRM-CHM) Channel Management (CRM-CHM)

Manufacturer or vendor of a product or a range of products. The brand owner does not distribute hisgoods himself or at least not entirely himself, but rather has an indirect sales network. His business

partners in indirect sales and service represent his sales and service partners (channel partners).

Validation service (CRM-MW) Middleware (CRM-MW)

This service checks and posts application data from a BDoc message in messaging flow tothe CRM Server applications database.

The service is able to post data belonging to various objects (such as business partners) in one step. Astatus message reports back the successful posting of the data.

usage type (CRM-MKT) Marketing (CRM-MKT)

Describes the usage of an object within the Segment Builder. SAP supplies the following categories asstandard: campaign execution, segmentation basis, product proposal, processing group for businessrouting, business partner group for business routing, promotions and partner authorization group to whichusages are assigned for display and authorization purposes.



deletable (CRM-BF-AR) Archiving (CRM-BF-AR)

A status used in CRM Data Archiving to mark business objects with status 'Archivable' for deletion.Objects with this status are considered to be logically deleted and are therefore locked, so that theycannot be changed again. Other statuses used in CRM Data Archiving are 'Archivable' and 'Archived'.

initial load (CRM-MW) Middleware (CRM-MW)

First download of business, customizing, and condition objects from an ERP Backend System tothe CRM Application Database or from the latter to the consolidated database (CDB) of the CRM Server.

The CRM Server is provided with an initial dataset during the initial data transfer from an OLTP System.

attribute set (CRM-MKT) Marketing (CRM-MKT)

A finite group of criteria used to create marketing profiles.

Attribute sets are created in SAP CRM. They can be used in applications such as Internet Sales wherethey appear as a form. In Business Routing, they group attributes used to describe call center agents orbusiness partners.

outgoing royalties accrual (CRM-IM-IPM) Intellectual Property Management (CRM-IM-IPM)

The system determines the anticipated costs in a simulation run, so that the costs resulting from a licenseacquisition can be posted before OR settlement takes place.

Anticipated costs are posted against an accrual account in FI as OR accruals.



Groupware integration (CRM) Customer Relationship Management (CRM)

Enables users of SAP CRM Activity Management to synchronize their CRM calendar with MicrosoftOutlook or Lotus Notes.

Business activities and tasks created in the SAP CRM system can then be displayed quickly and easily ingroupware calendars, without users having to refer back to theCRM system.

business alignment (CRM-CHM) Channel Management (CRM-CHM)

Phase of a design opportunity where the brand owner, having recognized it as a valid new opportunity,decides whether it is also in line with the brand owner's business plans and interests and, therefore,whether it would like to go further with the opportunity.

item proposal profile (CRM-IPS) Public Sector (CRM-IPS)

Contains an item proposal strategy, which can be defined for transaction types, that supports a rule-based, automatic selection and assignment of benefits as social application items. The Business RuleFramework (BRF) and customer-specific BAdI implementations can be used as strategy categories.

market basket analysis (CRM-ANA) CRM Analytics (CRM-ANA)

A modeling technique based upon the theory that if you buy a certain group of items, you are more (orless) likely to buy another group of items.

Market Basket Analysis is a typical application of the data mining method Association Analysis.



attribute (CRM-MD)

Master Data (CRM-MD)

A characteristic used to specify the responsibilities of an organizational unit or a territory.

Attributes include:

postal code

region

business partner

Example

If a territory has the attribute "Postal Code" with the value 6*, then all customers whose postal code startswith 6 belong to this territory.

appointment rule period (CRM-MD) Master Data (CRM-MD)

Validity period for an appointment rule with periodic validity, which does not depend on the year and canbe defined as follows:

By means of a date

By means of a calendar week

By means of a function module

partner/product range (CRM-MD) Master Data (CRM-MD) A combination of business partners and products which is valid for a specific time in pre-defined

scenarios (for example, Telesales, Internet Sales) and with which products in specific areas areoffered for purchase or sale.



account (CRM-MD) Master Data (CRM-MD)

Organizations or firms, but also individuals or groups with which a company has a business relationship inthe context of account and contact management.

Organizations and firms are referred to as #corporate accounts# and private individuals as #individualaccounts".

hazardous product (CRM-MD)


Materials or parts that are dangerous to handle or store and may contain substances such as corrosives,gases, etc. that make them dangerous. These products may therefore be subject to special rulesregarding packing and shipping.

business agreement class (CRM-MD)


Defines certain attributes (payment data and control parameters) of a business agreement in conjunctionwith a reference contract account from Contract Accounts Receivable and Payable (FI-CA).

structured product (CRM-MD) Master Data (CRM-MD)

Consists of a header product and any number of component products. Structured products are used torepresent a group of products as a distinct unit in certain logistics processes.

product (CRM-MD)




Products can be tangible, such as a PC, or intangible, such as services like PC maintenance.

The product master provides information on all products that a company purchases or sells.

account hierarchy (CRM-MD) Master Data (CRM-MD)

Hierarchy for displaying the organizational structures of an account (for example, buying group, co-operative, or chain of retail outlets) that can also be used for pricing.

product assignment type (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)

Key that defines whether products are manually or automatically assigned to a catalog area, or whetherboth types of assignment are allowed.

extract (CRM-MD-PRO-OBJ) Objects (CRM-MD-PRO-OBJ)

Compilation of the most important data of a sales or other document.

Document extracts are stored in the event history in XML format.

staging (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)




Companies or organizations with which a company has a business relationship in the context of accountand contact management.

individual account (CRM-MD) Master Data (CRM-MD)

Private individuals with which a company has a business relationship in the context of account andcontact management.

assortment (CRM-MD)


A list of products, which can be used to assign the same group of products to multiple listings.

condition reference (CRM-MD)


Represents a connection between a condition record and a higher-level object (for example, AccountPlan).

structure gap (CRM-MD) Master Data (CRM-MD)

Place holder for a missing component in the structure of an installed base.

movement rate category (CRM-MD)



interlinkage type (CRM-MD) Master Data (CRM-MD)

Used to maintain relationships between products.

Customer Contact Center Sales (CRM-MD) Master Data (CRM-MD)

An application for creating and administering orders and contracts in the CRM environment for Telco'sthat maintain their customer relationships via the Call Center.

personal catalog (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)

Copy of a product catalog that is automatically generated when a collaborative view is created in theCRM system.

automatic product assignment (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)

A type of product assignment where products can only be assigned to a catalog area automatically.

manual product assignment (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)

Type of product assignment where products can only be assigned to a catalog area manually.



catalog type (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)

Key for determining product assignment, text determination procedure and document types in a productcatalog.

catalog item (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)

Part of a catalog area that contains information on an assigned product.

product catalog management (CRM-MD-PCT)


Transaction for the structure and management of product catalogs.

catalog area type (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)

Key for classification of catalog areas according to certain criteria.

master characteristic (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)



Special case of a catalog item characteristic. Master characteristics refer to product attributes in theproduct master. Their values are transferred to the product catalog along with the products. They can onlybe displayed in the product catalog.

catalog header (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)

Part of a product catalog that contains information valid for the entire product catalog.

product catalog (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)

Component enabling the structuring of product catalog data based on product master data and themanagement of the associated information.

You can use the product catalog to effectively present your products in the World Wide Web or usingother media.

catalog variant (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)

Part of a product catalog that contains information on the actual specification of the catalog to bepublished.

By defining various catalog variants you can publish product catalogs with the same dataset in differentlanguages, for example.

catalog area (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)



Part of a product catalog that contains further catalog areas or products, and more information on theproducts.

Catalog areas can be arranged hierarchically if necessary.

list of catalog characteristics (CRM-MD-PCT) Product Catalog (CRM-MD-PCT)

List of all catalog item characteristics and master characteristics that exist in a product catalog or catalogarea.

catalog item characteristic (CRM-MD-PCT)


Characteristic used to describe objects in a product catalog.

Catalog item characteristics are both created and managed in the product catalog.

In the product detail view in the Web catalog, catalog item characteristics describe a selected product.Examples of catalog item characteristics could be color or weight, for example. They can be used assearch criteria.

bounce management (CRM-MKT) Marketing (CRM-MKT)

Service for recognizing and managing temporarily or permanently non-deliverable e-mails.

For mails that are identified as "non-deliverable", the appropriate follow-on steps (for example, resendingof e-mail, deletion of invalid e-mail address) can be taken.

tolerance profile (CRM-MKT) Marketing (CRM-MKT)



In Grantor Management defines for a specific payment type, such as a a claim or an advance, howamounts that exceed the reference amount are handled by the system.

up-selling (CRM-MKT) Marketing (CRM-MKT)

Process by which an alternative, more expensive product (or one with a higher profit margin) is proposedfor purchase in place of the one selected by the customer.

sell-in (CRM-MKT) Marketing (CRM-MKT)

A TPM process that details the consent of agreements after negotiation: The key account managerintroduces planning to the retail buyer and creates sales orders by arrangement.

uplift factor (CRM-MKT) Marketing (CRM-MKT)

Defines the increase in sales brought about from a trade promotion. Multiplying the base quantity by thisfactor gives the total sales within a given period.

soft bounce (CRM-MKT) Marketing (CRM-MKT)

A mail that cannot currently be delivered due to temporary problems (for example, mail server is down)but may be redeliverable at another time.



response recording (CRM-MKT) Marketing (CRM-MKT)

To record responses related to campaigns quickly and easily.

These responses could include leads or activities. You can also create organizations and contactpersons.

payment request claim (CRM-MKT) Marketing (CRM-MKT)

A payment made in advance of executing the terms and conditions of an agreement and/or in advance ofincurring expenditures.

pre-evaluation (CRM-MKT) Marketing (CRM-MKT)

A process at the beginning of a trade promotion during which internal data and data from externalsources is collected and prepared.

mailing header (CRM-MKT) Marketing (CRM-MKT)

Displays what campaign the marketing E-mail is assigned to and the date and time at which the E-mail

was created.

origin type (CRM-MKT)



baseline (CRM-MKT) Marketing (CRM-MKT)

A basic volume of sales made in the absence of any promotion or merchandising event activity.

Segment Builder (CRM-MKT) Marketing (CRM-MKT)

An interactive marketing tool which provides a graphical interface for modeling target groups.

MA (CRM-BTX-COM) Complaints / Returns / In-House Repair (CRM-BTX-COM)

Abbreviation of return material authorization.

An approval allowing customers to return products.

Customers are issued with a unique RMA number which they use to label a product when they return it.

SPL-requested return (CRM-BTX-COM)

Complaints / Returns / In-House Repair (CRM-BTX-COM)

A return initiated by the vendor.

Because of a bottleneck in shipping for a service part, the vendor searches for this part at the sites of hisor her customers (dealers) who have purchased this part.

Marketing campaigns are used to process SPL-requested returns



subject profile category (CRM-BTX) Business Transactions (CRM-BTX)

A way of controlling attributes of the subject profile, for example, how many catalog categories areallowed, which ones, and whether one or more codes can be selected using the application help.

billing request item (CRM-BTX)

Business Transactions (CRM-BTX) An item to be billed, generated from the billing plan based on specific criteria. These items containinformation on the period being billed and the amount to be billed, for example.

service order template (CRM-BTX) Business Transactions (CRM-BTX)

A data object that can contain predefined task descriptions, the amount of work involved in a task and/orthe parts required to perform the task.

preceding transaction (CRM-BTX)

Business Transactions (CRM-BTX)

An existing business object, to which a new business object refers.

Example

You can create a service confirmation with reference to the preceding transaction: the service order.



debit memo correction request item (CRM-BTX-COM) Complaints / Returns / In-House Repair (CRM-BTX-COM)

A business object type that makes it possible to trigger a difference calculation in a document that has abilling document as the referenced preceding document.

To accomplish this, billing relevance "Order-related billing according to order quantity" is assigned to thecorresponding item category.

used part return (CRM-BTX-COM) Complaints / Returns / In-House Repair (CRM-BTX-COM)

A business transaction in CRM Service that is used to reflect the return of parts for which a customer paida deposit.

volume document (CRM-BTX) Business Transactions (CRM-BTX)

A document that contains all the usage information necessary for billing a service order.

service confirmation (CRM-BTX) Business Transactions (CRM-BTX)

Business transaction that is used to confirm a service process.



distribution status (CRM-BTX) Business Transactions (CRM-BTX)

Specifies the status of the business transaction or business transaction item regarding distribution fromthe CRM Online System to the R/3 System.

warranty management (CRM-BTX) Business Transactions (CRM-BTX)

A software component in CRM that enables the creation, processing, assignment, validation and analysis

of warranties.

follow-up transaction (CRM-BTX)


A business object that refers to an existing business object.

Example

You can create a service confirmation as a follow-up transaction

to a service order.

start function code (CRM-BTX)


Function code for determining screen data when starting transaction processing. Screen sequencecontrol in the business transaction is triggered by the start function code.



Service Processes (CRM-BTX-SVO)

An official document issued by a manufacturer or other authorized party as a safety warning, or to avoidcostly repairs in the case of damage.

The document contains instructions for the execution of services for a particular product area and

describes the conditions of execution. Service letters are issued due either to a possible, or previouslyidentified technical defect occurring in a product.

product service letter (CRM-BTX-SVO) Service Processes (CRM-BTX-SVO)

An official document issued by a manufacturer or other authorized party as a safety warning, or to avoidcostly repairs in the case of damage.

The document contains instructions for the execution of services for a particular product area anddescribes the conditions of execution. Service letters are issued due either to a possible, or previouslyidentified technical defect occurring in a product.

partial pricing (CRM-BTX-CTR-SCO) Service Contract (CRM-BTX-CTR-SCO)

The process of determining price information for certain items in a transaction.

Partial pricing is only limited to certain items, which are dependent on the action. For example, duringentry of readings, partial pricing is limited to billing request items for usage.

Partial pricing cannot process group conditions because it is limited to particular items.

decline final (CRM-BTX-COM) Complaints / Returns / In-House Repair (CRM-BTX-COM)

An activity in the investigation workflow.

This activity is triggered by a button with a similar name: "Decline (Final)".



Unlike an item that was declined, after a decline (final) for a complaint item, customers cannot resubmitthe item.

"Decline (Final)" sets the life cycle status in the system to completed.

aggregate contract (CRM-BTX-CTR) Contracts (CRM-BTX-CTR)

A type of pool contract in which the system bills usages from all linked single contracts.

Single contracts that are linked to an aggregate contract do not bill any usage. For aggregate contracts,the system calculates the contracted quantity consumed and the actual quantity consumed for all singlecontracts together.

entitlement profile category (CRM-BTX) Business Transactions (CRM-BTX)

Dictates the various functions that are possible in an entitlement profile, such as determining ortransferring deposit refund entitlements.

The entitlement profile category is similar to the business transaction category for business transactions.SAP delivers the available entitlement profile categories in a system table; they cannot be changed.

escalation management (CRM-BTX-CTR-SCO) Service Contract (CRM-BTX-CTR-SCO)

Process flow of transactions in the system in order to keep the time frames that were agreed upon inService Level Agreements (SLAs). The system takes care of both monitoring deadlines and notifying theappropriate employees in the case of a missed deadline.

service value contract (CRM-BTX-CTR-SCO)



Service Contract (CRM-BTX-CTR-SCO)

A service contract (value/quantity) in which the services and spare parts for an agreed service packageare based on a specific target value.

Example:

Spare parts and services for a total value of 500 Euros.

contract release order (CRM-BTX-CTR) Contracts (CRM-BTX-CTR)

A form of business transaction that a customer uses to request from a vendor part of the target quantity ortarget value of products or services agreed in a contract. A release order contains information onquantities and delivery dates.

credit overview (CRM-BTX-CTR-SCO) Service Contract (CRM-BTX-CTR-SCO)

A function that updates credit quantities and values.

The credit overview documents the usage of credit quantities and saves forecasted quantities and valuesfor the next usage billing cycle.

business rule item (CRM-BTX) Business Transactions (CRM-BTX)

The component of a business rule in automatic rules processing (ARP) in which you enter the filter valueof a schedule condition that runs during the planning phase of a business rule.

service employee (CRM-BTX-SVO)



Cost determination

Wage payments

Inventory management.

assessor (CRM-BTX) Business Transactions (CRM-BTX)

Pre-defined partner function in the buying center within the Sales Methodology, which is delivered in thestandard configuration.

Evaluates the alternative solutions, usually from a technical point of view.

Can block access to the decider or endorser.

Customer-specific functions can also be defined to suit the needs of specific businesses.

service quantity contract (CRM-BTX-CTR-SCO) Service Contract (CRM-BTX-CTR-SCO)

A service contract (value/quantity) in which a specific target quantity of services and spare parts for anagreed service package is defined.

Example:

A hotline, or repair service can be used a maximum of 10 times.

subject profile (CRM-BTX) Business Transactions (CRM-BTX)

A grouping of code group profiles from different catalogs.

The subject profile is used to limit the selection of subjects in transaction processing. The limitation canbe structured, thereby enabling the creation of a hierarchy. The subject profile is assigned to thetransaction type.



grid product (CRM-BTX) Business Transactions (CRM-BTX)

Product with a maximum of three characteristics that belong together, such as size and color.

A grid product thus represents a special type of configurable product. T-shirts that are available indifferent sizes and colors are an example of a grid product.

endorser (CRM-BTX) Business Transactions (CRM-BTX)

Pre-defined partner function in the project organigram within the sales methods.

The endorser receives a recommendation from the decision maker as to which alternative solutionsshould be purchased and ultimately grants approval. The endorser can also increase or cut the budget.

service contract quotation (CRM-BTX-CTR-SCO) Service Contract (CRM-BTX-CTR-SCO)

A legally binding offer to a customer for agreement of services included in the service contract.

The service contract quotation can be preceded by a customer inquiry for a contract offer.

contractor (CRM-BTX) Business Transactions (CRM-BTX)

The contract party that sets the contract.

In a sales scenario, the contractor is the party that provides goods or services and receives payment(money) in return.

Example



In Telecommunications, the contractor could also be called the service provider.

summary (CRM-BTX)


Field in Customizing for CRM Activity Management, in which specific information attached to an activity ismapped to groupware, so that the CRM calendar and groupware calendar can be synchronized. TheSummary field summarizes the following:

Main business partner for activity

Category of activity

Description of activity

The activity category and description attached to the specified business partner are automaticallydisplayed alongside the business partner in the Subject line of an MS Outlook or Lotus Notesappointment. The subject line for an appointment or task in groupware could look as follows:

Subject: E-Mail; John Smith; Prepare Demo for Customer

decider (CRM-BTX) Business Transactions (CRM-BTX)

Pre-defined partner function in the buying center within the Sales Methodology.

The decider recommends to the endorser which alternative solutions should be purchased, is responsiblefor the project's success and for keeping the budget.

service part item (CRM-BTX-SVO) Service Processes (CRM-BTX-SVO)

A service process item that contains a service part, which is required for the performance of a service.



service plan (CRM-BTX) Business Transactions (CRM-BTX)

A description of ervices and follow-up activities to be performed regularly.

A service plan can be used to help to schedule and describe the scope of recurring planned services(such as maintenance or the creation of quotations). The service plan uses scheduling to generatemaintenance call objects in the system, such as a service order, based on time intervals or counterreadings.

The service plan can either be a standalone business transaction or a functional enhancement of aservice contract.

service order (CRM-BTX-SVO)


A short-term agreement between a service provider and a service recipient, in which the service recipientorders one-off services which are billed when completed using resource-related billing.

You can use a service order to enter the following:

Services

Spare parts Products Prices Billing data

user (CRM-BTX) Business Transactions (CRM-BTX) Pre-defined partner function in the buying center within the Sales Methodology, which is delivered

in the standard configuration.

The person who benefits from the decision to buy.

Judges the offered solution, based on his own sales processes.

Customer-specific functions can also be defined to suit the needs of specific businesses.



business transaction component (CRM-BTX)


A part of a business transaction that describes the business transaction in more detail.

Thanks to business aspects, components are encapsulated units of structure and function. They can becombined flexibly, and are therefore "bulding blocks" for constructing business transactions.

Examples

Sales data

Shipping data

Organizational data

service product (CRM-BTX-SVO) Service Processes (CRM-BTX-SVO)

A master record that describes a service that can be performed either at the customer's or internally.

The service product can be used in the service process to enter a requested service.

sales item (CRM-BTX) Business Transactions (CRM-BTX)

Item object type in the business transaction.

Depending on its status, a sales item can either be:

A sales order item A quotation item or An inquiry item



One-Step Business (CRM-BTX) Business Transactions (CRM-BTX)

Cross-system scenario between CRM and SAP Business-to-Business Procurement: Purchasing andSales can be executed by the buyer and salesperson in one step, using the relevant systems. The buyerfills a shopping basket in the SAP Business-to-Business Procurement System with the requestedproducts. This shopping basket is copied the CRM System, where a blocked sales order is generated.Once the shopping basket has been approved by the supervisor, the purchase order is transferred backto the CRM System, where the sales order is released.

valuation type (CRM-BTX-SVO) Service Processes (CRM-BTX-SVO)

The basis for pricing for a service.

The valuation type is used to differentiate a general product master retained for a service with regard toits price. This can occur using absolute or percentage markups or discounts.

Example

A base price of 100 EUR is defined for a service. If the service is performed by a specialist, a markup of50% for a service can be defined.

sales assistant (CRM-BTX) Business Transactions (CRM-BTX)

A tool in the Sales Methodology in Opportunity Management, which guides sales employees through astructured sales process, and supports them in planning their sales activities.

It provides sales employees with a checklist of recommended activities and tasks that they shouldexecute in each phase, and can be adapted to suit the specific sales processes of an enterprise.



service product confirmation item (CRM-BTX) Business Transactions (CRM-BTX)

A service confirmation item used to confirm service products, that is, services that are performed withinthe context of a service process.

A service product confirmation item always refers to a service product item for a service process. Itcontains information relevant to billing, such as information for cost determination and payroll.

service process (CRM-BTX-SVO)


A business object that is used to represent service processing in the system.

A service process can be, for example, a service order, a service request, or a service notification. Youcontrol the type of document concerned using the transaction type, which you have set up previously inCustomizing.

cancellation rule (CRM-BTX) Business Transactions (CRM-BTX)

A calculation formula made up of three appointment rules.

The system uses this formula at the point of notice to determine the notice date.

The first appointment rule defines how the notice date is determined. The other two appointment rulesdetermine the validity of the cancellation rule.

screen profile (CRM-BTX) Business Transactions (CRM-BTX)



A control parameter of the screen sequence control, which determines the entire screen structure ofworkflow management.

The screen profile is a combination of the screen profile category and the transaction type anddetermines the link between the transaction type and the screen control.

service part confirmation item (CRM-BTX-SVO) Service Processes (CRM-BTX-SVO)

A confirmation item that is used to confirm service parts that were consumed during a service process.

A service part confirmation item always refers to a service part item in a service process.

response profile (CRM-BTX-CTR-SCO) Service Contract (CRM-BTX-CTR-SCO)

A Service Level Agreement (SLA) parameter provided by SAP.

In the response profile, you define the periods within which processing of the service in the service

process item should have started, and by when the processing should have been completed.

The corresponding dates (first response date and completion date) are calculated based on these periodsand with reference to the service profile in the service process, which was created with reference to thecontract.

release list (CRM-BTX-CTR-SCO) Service Contract (CRM-BTX-CTR-SCO)

A component of a service contract item.

The following information is entered in the release list:

Service orders created with reference to the contract

Service order items and the related service products that can be claimed

Quantity and value of a released service product



The SLA effects the pricing for each contract item and the date calculation in the service order, to whichthe relevant contract items refer.

service package (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)

A grouping of different services for a quotation.

A service package can be agreed between a service provider and a customer within a service contract oras part of a complex service plan, which can also be additionally agreed in a service contract.

Example

A "Winter Car Check" service package containing the following services is agreed in a contract:

Coolant check

Brake fluid check

Battery inspection

Light inspection

action (CRM-BTX) Business Transactions (CRM-BTX)

A planned activity (follow-up action) or task that is designed for reacting to a situation. The action iscreated in the transaction document or depending on a rule (action profile) for the transaction. Actionscan be determined both at the header level of the transaction for the whole transaction and also forindividual items. Actions can be

scheduled (type of action and start requirement)

started (manually or automatically)

monitored

An action can be implemented by a person, group of people or a system in the background.

Example 1: When you create a complaint, a credit memo item is created and ensures that the warehousestock is sorted.

Example 2: A month before a contract expires, the responsible sales employee receives an activity withthe category 'telephone' in his inbox to remind him to ring the customer and find out whether they wish torenew their contract.



outcome reason (CRM-BTX) Business Transactions (CRM-BTX)

The reason behind the the status of a business transaction, such as an activity or opportunity.

Examples

An opportunity is given the outcome/status "won". The outcome reason could be "Cheaper thancompetitor".

An activity is finished and the user assigns status "Completed" to the activity. If the customerwishes to subscribe to a newsletter proposed in the activity, the user chooses "Successful -customer interested" as the outcome reason.

item object type (CRM-BTX) Business Transactions (CRM-BTX)

Defines the business context in which an item category is used.

Examples for item object types are opportunity item, service item, sales order item.

In Customizing for the item category, you assign an item object type to each item category, and thiscontrols the item usage.

value/quantity contract (CRM-BTX-CTR-SCO) Service Contract (CRM-BTX-CTR-SCO)

A service contract in which the services and spare parts for an agreed service package are restricted to aspecific quantity, or a specific value.

This contract is also known as 'service contract (quantity/value)'. Service contracts (quantity/value)include service quantity contracts and service value contracts.

Customers can release service products from the product list of a service package as required, wherebythey can select any quantity or value. The service employee uses the release list to track which serviceproducts are released, and in what quantities.



Example: A customer has 20 photocopiers in use and has agreed a standard service with themanufacturer to include 10 inspections per year. The customer can release one inspection of a device asrequired, or release some, or all inspections at once, if for example, 10 of the copiers in use have to bechecked at the same time.

investigation (CRM-BTX-COM) Complaints / Returns / In-House Repair (CRM-BTX-COM)

The manual processing of items in business transactions "complaint" or "return" that could neither bereleased nor declined by the system during the automatic execution of business rules. In this case, thesystem puts the items in the investigation workflow, which is processed manually by employees. Duringthe workflow, the items may be processed in the following processing levels:

Research Analysis

Approval

At the end of the investigation, the item is either released or declined.

logistics scenario for the procurement of materials andserv Service Processes (CRM-BTX-SVO)

A process to enable the procurement of a product or service, on schedule, for the processing of a serviceorder or in-house repair order.

The following logistics scenarios are possible:

Reservation (for materials)

Purchase requisition (for materials)

Purchase order (for materials and services)

Text Replacement Tool (CRM-CA) CRM Cross-Application Components (CRM-CA) Allows users to replace SAP short texts with their own texts, according to their line of industry.

For example, the use of "article" may be preferable in the pharmaceuticals industry, instead of thestandard SAP terms "product" or "material".



Business activities and tasks created in the SAP CRM system can then be displayed quickly and easily ingroupware calendars, without users having to refer back to the CRM system.

summary (CRM-BTX) Business Transactions (CRM-BTX)

Field in Customizing for CRM Activity Management, in which specific information attached to an activity ismapped to groupware, so that the CRM calendar and groupware calendar can be synchronized. TheSummary field summarizes the following:

Main business partner for activity

Category of activity

Description of activity

The activity category and description attached to the specified business partner are automaticallydisplayed alongside the business partner in the Subject line of an MS Outlook or Lotus Notesappointment. The subject line for an appointment or task in groupware could look as follows:

Subject: E-Mail; John Smith; Prepare Demo for Customer

search expression (CRM-IPS) Public Sector (CRM-IPS)

An expression type in the Business Rule Framework (BRF) for CRM that supports the definition of searchexpressions for CRM cases, CRM transactions and transaction items.

back office (CRM-CA) CRM Cross-Application Components (CRM-CA)

A concept that refers to business processes which take place behind the scenes. The back office servesas an interface between the front office, such as a call center, and the Enterprise Resource Planningsystem used to fulfill a sales order, for example.

Example



A customer places an order over the Internet. All the details need to fulfill the order, such as availablequantities and delivery times, are provided by the back office.

event history (CRM-MD-PRO-OBJ) Objects (CRM-MD-PRO-OBJ)

History functionality that lists all the events that were triggered with regard to an object together with therelated information. An event can be "Object added to sales order", "Object added to activity" etc. Extractsof documents and links to documents (both within or outside CRM) can be included in the event historyrecord.

This way, the event history can, for example, give the agent in an Interaction Center an overview of all thebusiness transactions related to a specific object.

Web request (CRM-ISE-WBF) Web Forms (CRM-ISE-WBF)

A service requested via the Web using a form.

A Web request is adapted to the service requested and different views (for example, applicant and

processor) are also possible.

Applicants who have Web access and - in the case of requests for services which require registration - auser in CRM, can open any requests required in the Web at any time, enter request-specific data andsubmit them via the Web. When the request is received, a service order is generated in CRM which canbe used to process the request.

From a technical viewpoint, Web requests are therefore also defined as an interlinkage between arequest category and a service order.

knowledge worker (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

A product modeler, in the sense that the person builds or maintains configurable products in a modelingenvironment.



The concept of knowledge workers comprises people from sales, marketing, product management, ITand engineering.

discrimination net (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

Compiled dependencies of a knowledge base.

Dependencies are arranged according to characteristic values. In case of a value setting thedependencies linked to the respective characteristic value (or value combination) are analyzed.

variant function (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

Customer-specific code that is used for value check and inference of values. It can be called from objectdependencies by using the keywords FUNCTION and PFUNCTION.

local characteristic (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

A global characteristic assigned to a class.

Compared to the global (knowledge base) level, its domain can be restricted and default values can beset or changed.

dependency (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

The description of relationships between objects and their characteristics.



instance (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

A concrete object that is created from a class or product during the configuration process. This process iscalled instantiation.

delete run (CRM-BF-AR)

Archiving (CRM-BF-AR)

A delete program run, during which preselected data with status 'Archived' or 'Deletable' is deleted fromthe database.

text object (CRM-BF) Basic Functions (CRM-BF)

A fixed term by which the connection between a business object (such as a transaction) and related textsis defined.

copy text (CRM-BF) Basic Functions (CRM-BF)

The definition of the type of text transfer, for example, copying, saving references or reading dynamicallyfrom the template.

component (CRM-BF-CFG)



Product Configuration (CRM-BF-CFG)

The nodes in a hierarchical structure of products, which can be selected or removed using productconfiguration.

text determination procedure (CRM-BF) Basic Functions (CRM-BF)

A group of text types that you want to display or maintain in a business context.

multiple inheritance (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

A transfer of assigned characteristics from more than one direct superclass to a subordinate class.

text determination (CRM-BF) Basic Functions (CRM-BF)

A process using a communication structure to define which texts should be called-up at what point.

object type (CRM-BF) Basic Functions (CRM-BF)

Customer-defined grouping of objects for which customer-specific attributes are supported as part ofattribute enhancement.



single inheritance (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

A transfer of assigned characteristics from one direct superclass to a subordinate class.

date profile (CRM-BF) Basic Functions (CRM-BF)

A combination of several date types and duration types that are used in an application.

text type (CRM-BF)

Basic Functions (CRM-BF)

A classification of different texts that can be defined.

EXAMPLE

Internal note

Header note

Description

start condition (CRM-BF)


Condition that has to be fulfilled before a follow-up action is automatically started.



dependency editor (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

An editor in product modeling for the maintenance of dependencies.

counter reading (CRM-BF) Basic Functions (CRM-BF)

The value reached by a counter at a particular point in time.

postauthorization (CRM-BF) Basic Functions (CRM-BF)

A new authorization attempt if the standard authorization failed when saving the document.

global characteristic (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

A characteristic on knowledge base level.

discrimination node (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

Node of a discrimination net.



resubmission interval in days (CRM-BF-AR) Archiving (CRM-BF-AR)

The minimum number of days that have to pass until a CRM business object, which did not meet thecriteria during the last archivability check run, should be checked again.

commodity pricing (CRM-BF-CPE) Engine for Commodity Pricing in CRM (CRM-BF-CPE)

A calculation that uses stock market quotations, such as those from Platts, Reuters, and others to

determine the price of a material.

term type (CRM-BF-CPE) Engine for Commodity Pricing in CRM (CRM-BF-CPE)

The calculation type of a term used by the commodity pricing engine. Examples are rate-based, value-based, or fixed term.

period determination rule (CRM-BF-CPE) Engine for Commodity Pricing in CRM (CRM-BF-CPE)

A rule that uses various parameters to determine from which period of time the system is to readquotations.

replication phase (CRM-BF-AR) Archiving (CRM-BF-AR)



The second phase of a three-phase model in CRM Data Archiving, during which data is written to thearchive and receives the status "Archived".

source routine (CRM-BF-CPE) Engine for Commodity Pricing in CRM (CRM-BF-CPE)

The routine used by the commodity pricing engine (CPE) to read the price quotations or currencyexchange rates for commodities.

source of excise tax (CRM-BF-CPE) Engine for Commodity Pricing in CRM (CRM-BF-CPE)

An indicator in SAP CRM that corresponds to the excise duty pricing key in SAP Oil & Gas.

It shows whether the customer is billed using internal or external taxes.

check phase (CRM-BF-AR) Archiving (CRM-BF-AR)

First phase of a three-phase model in CRM Data Archiving, in which the CRM data to be archived ischecked for archivability.

Archivable data receives status "Archivable".

actor (CRM-BF) Basic Functions (CRM-BF)

Representative of a user group that shares an attribute or business object.



An actor for a user group can, for example, be the company IDES, in which the users work, or thebusiness partner's letter range D to F, for which the users are responsible.

characteristic exclusion conflict (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

Technical name: CONFLICT_NIL_VALUE

A configuration conflict type.

A characteristic value that is selectable under certain preconditions only, is selected, and then anotherselection is made that causes the precondition to be no longer fulfilled.

actor type (CRM-BF)


An object that groups actors.

This object shows a superordinate relationship between user and business object, which the actor thendescribes in more detail.

Example

The following actors have actor type "sales area":

West

East

South

North

partner number (CRM-BF) Basic Functions (CRM-BF)



An alphanumeric key that identifies a business partner.

The system automatically generates this key when you create a business partner, or you enter itmanually. You can then use it throughout the system.

founding class (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

A class that gets a certain characteristic allocated by direct assignment (and not by inheritance).

With respect to this characteristic, the founding class is the point of origin.

Access Control Engine (CRM-BF) Basic Functions (CRM-BF)

Controls access to and use of Business Objects. Access Control is based on rules that can be modifiedindividually to match internal organizational structures.

counter attribute (CRM-BF) Basic Functions (CRM-BF)

A set of parameters that determine the unit and number of decimal places for counter readings enteredfor a particular counter.

counter category (CRM-BF) Basic Functions (CRM-BF)

A set of parameters that determines various aspects of the entry of counter readings for a particularcounter.



reading (CRM-BF) Basic Functions (CRM-BF)

The process of taking a reading from a counter, or the data record that stores the counter reading.

CPE caller (CRM-BF-CPE) Engine for Commodity Pricing in CRM (CRM-BF-CPE)

The application that calls the commodity pricing engine (CPE), such as SAP CRM or Sales andDistribution (SD) in the ERP system.

original display (CRM-BF-AR) Archiving (CRM-BF-AR)

The display of data that is in the database, as opposed to data that has already been archived. In somecases both displays are identical, that is, there are no differences between the display of database orarchived data. Often times archived data is displayed in its original form or it can be called up in the formof a technical display.

action profile determination (CRM-BF) Basic Functions (CRM-BF)

Allows you to determine a specific action profile using specific conditions.

Action profile determination is based on the condition technique, and can be used during sales orderprocessing or billing.

The action profiles are determined using variable, that is, configurable fields, such as:



archivability check (CRM-BF-AR) Archiving (CRM-BF-AR)

A check carried out during the CRM Data Archiving check phase. A business object is archivable if itmeets the following criteria:

it has header status "Complete"

it has reached the corresponding residency time for each transaction type

In addition, there could be other, application-specific criteria that a business object must meet and thatare checked to determine its archivability.

There are two different ways an archivability check can occur:

through an archiving-object-specific check program, which is scheduled in archive management,

through a cross-archiving-object check program, which runs in the background.

If a business object meets the archivability criteria, it is set to status "Archivable" and can be written to thearchive.

measuring point (CRM-BF) Basic Functions (CRM-BF)

A system object representing a physical device that measures a parameter for an object, such as amachine or a piece of equipment. Values measured by the measuring point can increase or decrease atany point in time, whereas values shown on a counter run either forwards or backwards.

multipart e-mail (CRM-BF) Basic Functions (CRM-BF)

An e-mail that contains different data types.

A multipart e-mail can contain different text formats (for example, plain text and HTML text) and pictures.The best possible text version is displayed according to the recipient's e-mail program (for example,



HTML text instead of plain text). If the recipient's e-mail program can only read e-mail in plain text format,the content is displayed in plain text and the HTML version included as an attachment.

product configuration (CRM-BF-CFG) Product Configuration (CRM-BF-CFG)

A process - typically interactive in sales - of product specification according to a knowledge base (productmodel).

Product configuration is applied to products offered with different options and in different variants, forexample, cars (configurable products). The configuration process initially starts from a root productinstance and results in a hierarchical structure of product instances and their selected options, that is,their characteristic values (configuration result).

signature (CRM-BF) Basic Functions (CRM-BF)

A text that is automatically added at the end of the send screen of the one-to-one e-mail function when anew e-mail is created.

Signatures may be created in HTML format and plain text format.

In most cases, a signature contains the name, company, person's position in the company, and thecontact information of the person who created the e-mail.

address verification system (CRM-BF)


An electronic check, used mainly in the United States, that enables a merchant to confirm whether abilling address, provided by a customer during a payment card transaction, matches the address thecard-issuing bank has for that customer. This check helps verify that this customer is the cardholder.

The AVS check is a series of electronic messages between the merchant and the bank, and examinesthe first five numerals in the street address, and the ZIP Code. The merchant can decide, based on theresult, whether or not to accept a card.



schedule condition (CRM-BF) Basic Functions (CRM-BF)

The system uses the planning conditions to define which actions it should plan for the document. Theseactions are then marked as possible actions in the document.

Example:

A new quotation should be generated 2 weeks before the contract end date, but not if the net value of thecontract is less than 1 million DM (planning condition: if net value is 1 million or higher).

The system checks the net value of the contract, and, if it is 1 million DM or higher, it marks the "Generatequotation" action for the document. If the start condition is fulfilled, a quotation is generated.

number type (CRM-BF) Basic Functions (CRM-BF)

The category to which a partner number belongs.

These categories include user, business partner, organizational unit, and hierarchy tree. Used together,the partner number and number type identify a partner in the system.

Example 1: A partner can have a partner number that belongs to two number types.

Tom Johnson is identified in the master data as a system user and as a business partner.

The system recognizes his partner number, JOHN102, as both a User number and as a Businesspartner number.

In a transaction, you can enter JOHN102 as either a user number or a business partner number.

Either way, the system finds the business partner Tom Johnson.

Example 2: A partner can have two partner numbers, which each belong to a different number type.

Sarah Wilson is identified in the master data as a system user and as a business partner.

As a user, she has the partner number 123456, and as a business partner, the partner numberWIL104.

If you enter the partner number 123456, you must enter the number type User, and if you enterthe partner number WIL104, you must enter the number type Business partner. Otherwise thesystem cannot identify her correctly. There could be a completely different partner in the systemwith WIL104 as a User number.

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