SAP CRM TECHNICAL TRAINING

Chapter 1 - Structure of the CRM

The CRM WebClient UI consists of the following main UI elements:

The screen of the new UI is devided into three main areas. At the top the header area is located. On the left the navigation bar is located. Navigation area and header area are also known as L-shape. The center part of the screen is the work area.

WebClient UI provide several personalization settings to the end user. They can be accessed via Personalize button on most top bar in WebClient UI. Following slides will introduced those personalization options.

Work area – visualization of the requested information

In the work area, all content is visualized with different page types: see the following for an overview

Entry pages

Home page

The HOME page is the starting point for the daily business of every user. It contains the user’s most important personal information and access to the most frequently used tools. The page can be role-dependent.

Work center page

Every first-level navigation bar item has an individual work center page. This page contains a set of shortcuts and access to all SAP CRM components related to the work center. The page can be role-dependent.

Reports pageEntry page for direct access to all reports and analysis available for the current role. It consists of a collection of analyses. The page can be role-dependent.

CalendarEntry page that focuses only on appointments and tasks. The corresponding information is visualized in a graphical way similar to familiar groupware solutions.

E-mail inboxEntry page that provides a view into the groupware inbox to trigger the transfer of e-mails to SAP CRM.

Content pages

Search pagesProvide the user with comprehensive search capabilities for each SAP CRM component.

Overview pages

Represent a user-friendly interface for viewing object-related information. This page is the most important new element in SAP CRM 2006s. Overview pages consist of a header block that allows definition of general header data and a set of assignment blocks that contain related information.

Edit pagesAllow users to create or maintain content in SAP CRM. They are linked to the assignment blocks on an overview page. Edit pages are designed as form views.

Edit list pagesOffer a special way to perform list maintenance, much like in the order entry process. They are linked to the assignment blocks on an overview page.

Supporting pages

Search help popup

This popup allows users to select objects they want to assign to the current edit page, such as account search help. Filters can be applied here. Search help is identical to the search page of an object but visualized in a popup.

Value help popup

Value helps provide the user with capabilities for assigning content from a limited number of records like country, language, and currency. Conflict resolution is also supported with a value help popup.

Personalization popup

Popup displaying personalization options for a specific part of the screen to the end user.

Other popups

Additional popups are used for informing the user or offering decision possibilities e.g. Data Loss Popup reminds user that he is about to loose unsaved information offering ‘Save’, ‘No Save’ or ‘Cancel’ possibilities.

General Navigation within WebClient UI mainly starts on Navigation Bar.

Navigation Bar provides to level of navigation entries:

First level navigation entries, so called work center entries, which lead directy to assigned work center page, or for special page types, like Email Inbox or Calender, it will lead user directly to selected application.

Second Level navigation entries provide a easy access to often used navigation targets of workcenter page. SAP delivers mainly search access within secon level navigation.

Wither first or second level navigation entries could be application search launches, URL links, SAP NetWeaver reports+analysis or transactions in other systems

Now we‘ll have a closer look at the single UI elements availabel on an Overview Page and on single Assignment Blocks.

In here we can find on the very top the WorkArea Title, which displays identification texts describing shown main CRM object.

This title area also offers functionalities applicable for all available assignment blocks, like saving entered changes maintained for main CRM object or creation of a entity of shown CRM object. In this example „new“ button would create a new Service Order.

Each assignment block is shown either as form view or as table view, regarding its purpose.

Assignment blocks offer own edit functionalities to user, either to create new entries in tables or to edit existing entries via buttons shown in assingment block toolbar.

Chapter 2 - Role Concept

Role- / Navigation Bar Customizing: Terminology

A work center describes and provides access to business content. The work center page is a collection of logical links for business content and grouped in link groups.

Direct link group is part of the navigation bar and provides direct access to specific business content with one click.

Logical links can be used in direct link groups, second level navigation or on work center pages

Define Business Role

Steps of Navigation Bar Customizing

Configuration: IMG Path: Customer

Relationship Management > Business Roles > Define Business Roles or

Transaction CRMC_UI_PROFILE

Create / change / copy / delete Business Role

Creating a new navigation bar profile, which is added to Z business role.

All the links which are visible on web ui are dependent on this Navigation bar profile.

Nav.-Bar and Business Role Customizing

Within the navigation bar customizing you have access to shared lists of all logical links, work centers, work center link groups and direct link groups.

The navigation bar profiles are collections of logical links, work centers, work center link groups and direct link groups and is assigned to a business role.

Work center group links and direct group links can be activated and deactivated within the business role. So you can assign the same navigation bar profile to different business roles and have different screen appearances though.

Assign Business Role to Organizational Unit

Users and business roles have to be assigned to a position within the organizational model. Each Position can have exactly one „Business Role“ assigned to. The Infotype for business role is 1163.

Role-Dependent View Configuration

Changes done within UI Configuration tool do not have to influence all end users.

You can store your changes in a role dependent way. So certain changes might only be visible to selected group of users, defined by their used Business Role.

In Customizing you can create a socalled role-configuration key under:

Customer relationship management > UI framework > UI framework Definition > Define role configuration key

You assign role configuration keys to business roles in the IMG:

Customer relationship management > Business roles > Define business roles

Whenever you do your UI Configuration steps, you can choose to save your changes only for a specific role configuration key.

Only users with a Business Role assinged, which has entered this Role Configuration key will see your changes.

Chapter 3 – Business partner

Business partner is any entity with whom your organization has business relationship, transaction or

interaction.

1. BP Category :

Person,

Group

Organization

2. BP can take any role. Standard roles are

Contact Person

Prospect

Sold to party

Bill to Party

Ship to Party

Payer etc..

Creating a Business Partners

Procedure

1. Access the activity using ‘BP’ T-Code.2. Go To create Person

In the field display Role Choose sold to party and in Grouping Choose your Grouping

3. Enter all the required data, like Title, Name, Address and also the data as required the other tabs

4. Save the entry.5. Repeat the same for different roles.

Business Partner Relationship (BP Relationship)DefinitionA BP relationship forms a business-relevant connection between two distinct business partners.

UseYou can assign a relationship category to two business partners. If a relationship category isassigned to business partners, the business partners are said to have this relationship.Attributes can be assigned to a relationship, meaning that redundant data retention is avoided.

ExampleIf a business partner is both the purchasing manager of company A and also the MRP controllerof company B, the attributes that this business partner has as purchasing manager and as MRPcontroller (such as department, function, power of attorney) can be defined in the relevantrelationships. If this was not possible, the business partner would have to be created twice sothat the relevant data could be assigned uniquely to the particular relationship.

The standard relationship categories are:

is contact person for is married to is temporary contact person for belongs to a shared living arrangement is identical to has the employee has the employee responsible is shareholder of is replaced by

Structure

In the dialog, all the supplied business partner relationship categories are displayed for selection in the relationship overview.

If you want only certain business partner relationship categories to be displayed in the selection list, you can hide the other business partner relationship categories. In the same way, you can replace the standard title and the standard description of business partner relationship categories with user-defined descriptions, and establish at which point the relevant business partner relationship category should appear in the selection list. In this way you also determine the order of the relationship category-specific tab pages in the BP maintenance.

API's & BAPI's for the Business Partner

BAPI_BUPA_* or BUPA_*Common ones are:BAPI_BUPA_CREATE_FROM_DATABAPI_BUPA_ADDRESSES_GETBAPI_BUPA_ADDRESS_GETDETAIL

Understanding of Partner Function

Use

Use partner functions to define the rights and responsibilities of each business partner in a business transaction. You assign partner functions when you create a master record for a business partner.

Features

The following are examples of partner functions that are defined in the standard R/3 System:

Partner functions for partner type customer

o  Sold-to Party

Contains data on sales, such as the assignment to a sales office or a valid price list

o  Ship-to Party

Contains data for shipping, such as unloading point and goods receiving hours

o  Bill-to Party

Contains the address and data on document printing and electronic communication

o  Payer

Contains data on billing schedules and bank details

Partner functions for partner type vendor

o Ordering address

o Invoice presented by

o Goods supplier

o Alternative payee

Partner functions for other partner types, for example, personnel (HR master records)

Employee responsible

You can use this partner function, for example, to assign a buyer within your company to a vendor.

Tables related to Business Partner

BUT000                         BP: General data IBUT000_BCS                Persistence of a BAS AddressBUT000_EBP_G            able for Lock Object EBP_GBUT000_TD                   BP: General Data I, Shadow Table Time DepeBUT001                         BP: General data IIBUT010                         GP: old, do not use ==> BUT020BUT020                         BP: AddressesBUT021                         BP: Address usagesBUT021_FS                   Time-Dependent Address UsageBUT030                         BP Where-Used List: UsagesBUT030G                       BP Where-Used List: Generic NodesBUT030GT                     BP Where-Used List: Generic Nodes, TextBUT030T                        BP Object Usage: Application Table, TextsBUT050                          BP relationships/role definitions: GeneralBUT050_CD                    BP Rel./Role Determination: Index Table forBUT051                          BP Relationship: Contact Person RelationshipBUT052                          BP Relationship: AddressesBUT053                          BP Relationship: Company InterestBUT054                          BP Relationship (not used yet)BUT0BANK                     Business Partner: Bank DataBUT0BK                         BP: Bank DetailsBUT0BK_SHD                 Shadow table for BUT0BK (IBAN only)BUT0BKU                       BP: Bank Details UsagesBUT0CC                         BP: Payment CardsBUT0ID                           BP: ID NumbersBUT0ID_BIP_NOHIT         Business Information Provider: Logging of

Chapter 4 – Product

Product TypesThe product type describes the basic characteristics of a product. It also determines to which product categories a

product can be assigned, thus defining the structure of the product and how it can be used. The following product

types are available:

Material

Service

Warranty

Financing

Financial Service

Intellectual Property (IP)

Attributes and Set TypesAttributes are used to describe products and are grouped together into set types. The use of set types make it possible

to model a product in a detailed manner in your system. For more information, see Set Types and Attributes.

Categories and HierarchiesCategories and hierarchies are used for structuring purposes, and allow you to group together products according to

different criteria. Categories define which set types and relationship types are allowed for a product, thereby

enabling you to structure the information you require on your products through the assignment of categories. For

more information, see Categories and Hierarchies.

RelationshipsRelationships can be created between products and other products or objects to represent certain product

information. For example, service parts, services, or accessories might be available for a particular product, or

products may contain or belong to other products, such as sets and prepacks.

Alternative IDsAlternative ID types can be defined in the product master and used in business processes instead of the product ID.

Alternative IDs therefore allow you to use an identification in your business processes that conforms to industry

standards, for example ISBN, serial number, vehicle identification number.

You define alternative IDs in Customizing for Cross-Application Components, by choosing   SAP Product 

Alternative Product IDs  , and create the necessary UI configuration on the SAP Easy Access screen under   

Master Data  Products  Create UI Configuration for ID Type   (see report documentation).

Competitor ProductsCompetitor products allow you to record information about products sold by your competitors and therefore in direct

competition with your company's own products. Competitor products are technically products with the product

typeMaterial, and are created on the Competitor Product page.

Active product:

Only active products are available for use in an application e.g. order or product catalog. It is also only possible to upload active products in R/3. 

Inactive product

A product can be created as an inactive product (product catalog import). Product can be saved as inactive if it contains errors. 

Attribute/Attribute value

An attribute describe the characteristics of a product. An attribute can have either a single or a multiple value. For example color red. 

Set Type

A set type is a grouping of attributes and is stored as a database table. It is assigned to a product via category assignment, and can be assigned to one or more categories in a hierarchy. This prevents a settype from being assigned to the same product more than once.

There are SAP standard settypes and also customer defined set types. The relevant  transaction is COMM_ATTRSET.

CategoryWith the category-product assignment there are Set Types assigned to the product.Categories are arranged in category-hierarchies. (Transaction COMM_HIERARCHY)

 Categories make it possible to group together products according to different criteria.  Categories are arranged in category hierarchies. There can be more than one hierarchy. 

Please note that the assignment between category and set type cannot be deleted, if a product of the category exists. This is standard behaviour. 

A product can only be created when assigned to a base category. It is the base category that defines the attributes that are supposed to be maintained for a product. For all product categories you can additionally choose if product is a configurable product. This must be allowed in customising first.

A product ID number will be assigned automatically in the case of internal number assignment. 

Set Types and Attributes 

Set types are groups of attributes that are used to describe products. They are stored in the system as database tables.

 

Set types enable groups of data fields to be assigned to a product, and the product to therefore be modeled in detail

in the system.

Set types and attributes are used together with product hierarchies and categories. The combination of these

elements enables the relevant set types to be made available on the Product page and therefore used to describe the

product.

StructureSet types are assigned to categories and not to products directly. By assigning set types to categories, and then in

turn assigning the categories to products, you can make available the data you require to describe your products.

The mechanism is illustrated below:

Standard Set TypesSet types and attributes can either be standard set types provided by SAP, or set types and attributes you have

defined yourself to meet your own requirements. SAP provides the following standard set types:

General Set Types

Technical Name Description

COMM_PR_SHTEXT Descriptions

Technical Name Description

COMM_PR_UNIT Units of Measure

COMM_PR_LGTEXT, COMM_PR_LGTEXT1, COMM_PR_LGTEXT2 Notes/Sales Notes

CRMM_PR_SALESA Sales: Control Fields, Quantities

CRMM_PR_SALESG Sales: Groupings

CRMM_PR_TAX Taxes

Set Types for Materials

Technical Name Description

COMM_PR_MAT Basic Data on Materials

COMM_PR_GTIN Gobal Trade Item Numbers

CRM_PR_RESIDVL Financing-Dependent Attributes

Set Types for Services

Technical Name Description

CRMM_PR_BTR Transaction Control Fields

CRMM_PR_SRVDUR Duration of Work

CRMM_PR_SRVRR Resource Requirement

CRMM_PR_SRVENT Default Values for Service Contracts

SERVICEPLAN Service Plan

CRM_SERIALNUM Serial Number Processing in Service

Set Types for Warranties

Technical Name Description

CRMM_PRWTY Warranty

CRMM_PRWTY_CAT Warranty Catalog Data

CRMM_PRWTY_SRV Warranty Services

CRMM_PRWTY_CNT Warranty Counter Data

Set Types for Other Product Types

Product Type Set Types

Financing Financing Set Types

Financial Service Set Types for Financial Service Products

Product Type Set Types

Intellectual Property Management Set Types for Intellectual Property Management

Function Related to Product

COM_PRODUCT_ MAINTAINCOM_PRODUCT_UI_MAINTAINCOM_PRODUCT_UOM_MAINTAIN_UPDCOM_COMM_PR_MAT_CREATECOM_PRODUCT_CATEGORY_CHECK_ALLCOM_PRODUCT_CATEGORY_APICOM_PRODCAT_API_GET_PRODUCTSCOM_PRODUCT_MAINTAIN_INITCOM_PRODUCT_MAINTAIN_READCOM_PRODUCT_MAINT_CHECK_ON_DBCOM_PRODUCT_READ_MULTIPLE

Tables Related to Product

COMM_PRODUCTCOMM_PRPRDCATRCRMM_PR_TAXCOMM_PR_MATCRMM_PR_SALESACRMM_PR_SALESGCOMM_PR_FRG_RODCOMM_PRSHTEXTCOMM_PR_FRG_REL

Chapter 5 – Org. Model

Organizational Management in CRM offers you a flexible tool for handling your company’s task-related, functional organizational structure as a current organizational model.

You can maintain the company structure including the positions and employees in an application and assign specific data (attributes) to the organizational units.

The organization model will be especially used for organizational data determination within the CRM scenarios for marketing and sales.

Compared to ERP, the use of the organizational model in CRM is more comprehensive, flexible and dynamic.

A synchronization of the organizational structure for sales in ERP and CRM is possible via mapping of organizational units. This is a prerequisite for integration of master data and transactional data between ERP and CRM.

The building block CRM Organizational Model  describes the setup of a sample organizational structure which is the basis for all SAP Best Practices scenarios.

In the following a sample organizational structure will be defined. It consists of separate organizational units for marketing, sales and service. Positions will be assigned to the different organizational units in order to implement the functional task distribution of individual items and their reporting structure in the organizational model. Employees are assigned to these positions as holders.

Use

The ERP system is closely linked to the CRM system. The two systems have to be synchronized in some configuration areas, such as the organizational model.

Decide which sales areas you need to have in the CRM system, and check them in the ERP system.

A sales area consists of:

a sales organization

distribution channels

divisions