2. CR100_Base Customising

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� Some software products marketed by SAP AG and its distributors contain proprietary software

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Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. �

IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries.

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SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

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� This document is a preliminary version and not subject to your license agreement or any other

agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.

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� The SAP CRM three-day course presents the key areas of the mySAP CRM application. These include, for example, the key functions Marketing and Sales and Service and also the contact channels Interaction Center, Field Applications, E-Commerce and Channel Management.

� You must have a license to call up a learning map. License costs are payable for each authorized user and each learning map (application/release). You will find more information and a comprehensive range of offers on the SAP Service Marketplace at http://service.sap.com/okp.

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� In this course, neither key functions nor contact channels are dealt with in detail. The course focusses more on themes of a “generic” nature (for example, master data and general concepts of transaction processing).

� The following courses, among others, can provide you with more in-depth knowledge: y CR300 – CRM Sales y CR310 – Mobile Application Studio y CR400 – CRM Interaction Center Win Client y CR410 – CRM Interaction Center Web Client y CR500 – CRM Middleware y CR600 – CRM Marketing y CR700 – CRM Service y CR800 – CRM E-Commerce y CR900 – Analytical CRM

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� Today’s complex customer problems require a deployable customer relationship management (CRM) application that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organization’s customers. �

mySAP CRM combines extensive functional capabilities in the core areas of marketing, sales and service with award-winning analytics that are directly built in to the primary interaction channels used by organizations when interacting with their customers. �

All this functionality enables the closed-loop interaction cycle underlying mySAP CRM’s unique value propositions. �

mySAP CRM is built on an open, reliable, secure, and scalable technology platform. � The comprehensive range of services offered by SAP help to ensure quick implementation of mySAP CRM and support the ongoing optimization of the application environment.

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� mySAP Customer Relationship Management (mySAP CRM) is a part of the mySAP Business Suite and contains a central CRM server which can access the system by means of various channels. Additionally, the CRM server can connect to other systems. The following functions are supported in mySAP CRM: y Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-mail to

contact sales or service representatives. y Internet access: Users can configure and order products or services using the Internet components of

mySAP CRM. y Mobile clients and handheld devices: The mobile sales force or mobile service engineers can connect

to the SAP CRM system from their laptop computers or other mobile terminals to exchange the latest information with the central CRM server. �

The mySAP CRM application offers you the following fully integrated connections: y The SAP CRM System as a central CRM server with its application components y SAP ERP Central Component as a back-end system with proven ERP functions y BI functions of SAP NetWeaver with comprehensive statistical and analysis capabilities y The SAP system as a global Available-to-Promise (ATP) check and demand planning solution y The SAP NetWeaver Portal as a tool that provides you with integrated access to all systems

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� Data is exchanged between the CRM system and a connected ERP system (SAP R/3 Release 3.1I and higher) mainly by means of the CRM middleware. A plug-in installed on the ERP system acts as a counterpart to the R/3 adapter, supporting the data communication between the two systems. The data exchange includes an initial transfer of customizing data, master data and transaction data to the CRM system, as well as delta data in both directions.

� You will find more information on SAP R/3 plug-ins on the Service Marketplace: http://service.sap.com/r3-plug-in. Note in particular that there are dependencies on the ERP system.

� SAP ECC 6.00 and later releases will contain all the required interfaces for the technical integration with other SAP components that have been components of the SAP R/3 plug-ins up to now.

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� A portal enables personalized access to appropriate information – transactional, analytical and Web content from various sources – for specific purposes. Portals help to procure information. The information is often scattered in various formats in various filing systems, such as file servers, Web servers and databases. The task of the portal is to provide this information specifically to the user at a single source. �

The relevant information and applications are consolidated for the users by content editors and portal administrators. �

For users, portals have advantages because the cumbersome search for information and applications is no longer necessary. �

The portal server creates the HTML pages from the various sources. Content metadata and user data is stored in the persistence layer. Other components of the SAP Enterprise Portal enable single sign-on (based on the Lightweight Directory Access Protocol (LDAP) for user management) and session management for locking and unlocking data. �

The unification server and the unifiers provide information from the various back-end systems on how to relate one set of data to another (drag and relate functionality). �

The processing and supplying of unstructured information takes place through the Knowledge Management component of the portal.

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� The screenshot shows y The FHQWUDO�VHDUFK, highlighted (it is defined in Customizing that the central search is located in the

header area of the portal desktop so that it is always visible and accessible, no matter which application of the People-Centric UI you are currently in).

y The GHWDLO view of a standard opportunity in the People-Centric User Interface (PC UI). � Along with the detail view there is also a OLVW view and a VXPPDU\� � Using function key F11 you can maximize the browser window.

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� The screenshot shows the typical User Interface (UI) of a transaction in the “Sales” area. � Because some transaction types do not contain items (for example, activities), the screen does not display an item list or item details section when you are using these transactions.

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� The screen shot shows a standard sales transaction. � The application log displays information (green circle), warning (yellow triangle) and error (red square) messages. In an SAP CRM system it is possible to save a business transaction although it is erroneous. It is possible to group additional customer-specific messages in the application log. Take a look at the IMG documentation %XVLQHVV�$GG�,Q�IRU�&XVWRPHU�(QKDQFHPHQWV�DW�+HDGHU�/HYHO to find out more about it. �

Settings offer several more options, for example, flags to enable “Open Transaction Last Processed” and to display a “Save and New” button.

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� The Locator includes various functions that are used to find transactions, tasks and appointments. � Within the worklist, you can find transactions belonging to you, your department, and your group. � With )LQG, you can search for different documents using various search criteria, such as transaction type or transaction types with a specific sold-to party. It is also possible to perform follow-up transaction processing and, for example, to create a follow-up quotation from an opportunity. It is also possible to create a follow-up transaction from multiple similar transactions. �

Within the &DOHQGDU tab, you can display either appointments or tasks to do. � The values in the pull-down list are dependent on the application you are using.

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

• Logon to the CRM system

• Change user settings for the business partner maintenance

• Change user settings for the transaction maintenance

You want to familiarize yourself with two different transactions and with the user default settings relating to them.

To do this, you start the business partner and transaction maintenence in the SAP CRM system

1-1 Logging on to the CRM system.

1-1-1 Log on to the SAP CRM system with a prepared user name and the corresponding password.

The instructor will provide you with logon data.

1-2 Default settings for the transaction for maintaining business partners.

1-2-1 Start the transaction for maintaining business partners and change a number of the default settings for this transaction for your user, so that

- the type of maintenance for the business partner is set to the 6HWWLQJ�/DVW�6HOHFWHG

- the type of maintenance for the relationships is set to &KDQJH - the display of the locator is set to 1DUURZF

1-2-2 Open the business partner with the last name ��0HJDVWRUH and switch to the change mode, if necessary.

1-2-3 Leave the transaction and start it again.

Have your default changes been included?

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1-3 Default settings for the transaction for maintaining activities/transactions.

1-3-1 Start the transaction for maintaining activities and change a number of the default settings for this transaction for your user, so that

- the display type for the locator is set to 0LQ��/RF

- a button is set to the business transaction type �� (sales call). This enables you to quickly create an activity of the type Sales Call.



1-3-3 With the help of the locator you select all the transactions created by the business partner TRAINING.

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'DWD�6KHHW�In the various exercises in this course, data is created which you will be requiring again throughout the course.

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Business Partners Customer

Business Partners Contact person

Business Partners Employee

Organizational Model Organizational unit ID O

Organizational Model Determination rule

Product Master Product

Transaction Processing Quotation

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1-1 Logging on to the CRM system.

1-1-1 Log on to the SAP CRM system with a prepared user name and the corresponding password.

The instructor will provide you with logon data.

1-2 Default settings for the transaction for maintaining business partners.

1-2-1 Start the transaction for maintaining business partners and change a number of the default settings for this transaction for your user, so that

- the type of maintenance for the business partner is set to the 6HWWLQJ�/DVW�6HOHFWHG

- the type of maintenance for the relationships is set to &KDQJH - the display of the locator is set to 1DUURZ

Choose�6$3�0HQX�o�0DVWHU�'DWD�o�0DLQWDLQ�%XVLQHVV�3DUWQHU�Choose�([WUDV�o�6HWWLQJV�or alternatively the� �icon��Make the settings as indicated in the exercise.

1-2-2 Open the business partner with the last name ��0HJDVWRUH and switch to the change mode, if necessary.

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Choose &RS\� Choose (QWHU. If the data displayed is not ready for input (fields grayed out), switch to the change mode by choosing %XVLQHVV�3DUWQHU o�'LVSOD\��!�&KDQJH�or alternatively the icon.

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Choose�%XVLQHVV�3DUWQHU�o�([LW�or alternatively the� �icon��Choose�6$3�0HQX�o�0DVWHU�'DWD�o�0DLQWDLQ�%XVLQHVV�3DUWQHU�<HV, the default settings have been included after the transaction is restarted.

The locator is displayed as Min. Loc and the business partner can be changed.

1-3 Default settings for the transaction for maintaining activities/transactions.

1-3-1 Start the transaction for maintaining activities and change a number of the default settings for this transaction for your user, so that

- the display type for the locator is set to 0LQ��/RF

- a button is set to the business transaction type �� (sales call).

Choose�6$3�0HQX�o�$FWLYLWLHV�o�0DLQWDLQ�$FWLYLWLHV Choose ([WUDV�o�6HWWLQJV�or alternatively WKH� �LFRQ��Change the display type of the locator on the *HQHUDO tab page and give button 1 the value �� on the 6SHFLILF�tab page.



<HV, the default settings have been included after the transaction is restarted. The locator is displayed as Min. Loc and you see the 6DOHV�FDOO button.

1-3-3 With the help of the locator you select all the transactions created by the business partner TRAINING.

In the locator, you select the )LQG tab page.

Find: $OO By: %XVLQHVV�7UDQVDFWLRQ�1XPEHU��&UHDWHG�E\

Created by: 75$,1,1*�Choose�67$57��A list of entries is generated corresponding to the search criteria.

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� Business partner data is used in many business transactions. The system proposes business partner

master data in the appropriate fields when, for example, you create a sales order in mySAP CRM. A business partner can be created in the CRM enterprise from many sources, as shown in the figure: y Internet Self-Registration: With the E-Commerce function, a consumer can register himself. The

business partner is created automatically in CRM Enterprise. y CRM Mobile Client: With the Field Application function, a sales representative can create or change

the business partner data. When the sales representative synchronizes the laptop computer with CRM Enterprise, the data is transferred.

y mySAP CRM Interaction Center: With either the IC Win Client or the IC Webclient, an agent can create or change the account information. This data is transferred to CRM Enterprise.

y Business Partner maintenance in SAP CRM: The user can create or change the business partner directly in CRM by means of a transaction.

y SAP NetWeaver BI (Leads): This allows you to import lists into SAP NetWeaver BI that you can then transfer into the CRM system using the Segment Builder.

y External List Management (Marketing): This scenario requires that addresses rented from address providers be deleted from the system after a certain number of contacts or after a certain period if no positive reaction is elicited from the business partner. A positive reaction can be defined as a positive inbound contact. The number of permitted contacts or the period in which the addresses can be used is defined in the contract conditions of the address provider. The logging of all interactions in External List Management with the rented business partners makes it possible for all participants to view at any time whether an address can be added to the customer master data of the company or whether it must be deleted because the agreed period has elapsed (or because the maximum number of contacts have been made).

© SAP AG CR100 2-6

SAP AG 2004

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� The 6$3�EXVLQHVV�SDUWQHU allows the standardized maintenance of business partners across components.

� Application-neutral data, such as name, address, bank details, and payment cards, is mapped. Here 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 ERP backend system (customer).

© SAP AG CR100 2-7

SAP AG 2004

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� A EXVLQHVV�SDUWQHU can be a person, a group of people, or an organization, representing a business interest.

� A business partner is specified as a SHUVRQ (for example, a private person), group or organization (legal person or part of a legal person, for example, department) by means of the EXVLQHVV�SDUWQHU�FDWHJRU\.

� A JURXS specifies a shared living arrangement, a married couple, or an executive board.

� When a group is created, the corresponding partner group type must be entered.

� The RUJDQL]DWLRQ represents units such as a company, a division 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. 2UJDQL]DWLRQ acts as an umbrella term to depict all conceivable occurrences in daily business activities. In this way, a subsidiary or a purchasing department represents only parts of a legal person.

� The business partner category must be defined when creating a new business partner and it FDQQRW EH FKDQJHG�ODWHU�RQ.

© SAP AG CR100 2-8

SAP AG 2004

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� A EXVLQHVV�SDUWQHU�JURXSLQJ classifies business partners according to user-defined criteria. The Customizing transaction appears as follows: y Definition of number ranges for business partners y Definition of groupings for business partners and assignment of number ranges

� When creating a business partner, internal number assignment is the default. Alternatively if you want to use external number assignment, you must choose the relevant grouping and enter the external number.

� You can define standard groupings in Customizing. This means that a grouping is automatically selected if a business partner is created without entering a business partner number or grouping (with internal number assignment) or if a partner number but no grouping is entered (with external number assignment).

� Path in Customizing: 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&URVV�$SSOLFDWLRQ�&RPSRQHQWV�→�6$3�%XVLQHVV�3DUWQHU�→�%XVLQHVV�3DUWQHU�→�%DVLF�6HWWLQJV�→��1XPEHU�5DQJHV�DQG�*URXSLQJV�

© SAP AG CR100 2-9

SAP AG 2004

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� A business partner can come into contact with an enterprise in various situations. Depending on which business processes the business partner is involved in, completely different information about the business partner may be needed. For example, for the goods delivery transaction, information about the shipping and delivery conditions is required; for the sales order transaction, delivery dates and payment conditions are relevant.

� You can create more than one business partner role for 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.

� Each partner role contains various data sets: y General data y CRM-specific data y Relationships

© SAP AG CR100 2-10

SAP AG 2004

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� <RX�FDQ�XVH�GDWD�VHWV as building blocks for defining business partner roles in the business processes of your enterprise.

� The following data sets are available in SAP CRM: y General data: address, personal data, bank details y CRM-specific data: sales, shipping, billing, classification, hours and excluded partner functions y Relationships

� Attributes frequently used together are grouped in set types. For example, the set type “shipping” contains attributes such as shipping conditions and delivery priority.

� Business processes that refer to a business partner require different parts of the business partner data. You can maintain different sets depending on the partner role.

© SAP AG CR100 2-11

SAP AG 2004

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� SAP Business Address Services (BAS) is used for maintaining BP address data.

� You can maintain any number of addresses for each business partner. One address per business partner is always flagged as being the standard address. You can define address usages by assigning the different addresses to the relevant business processes.

� Postal data and information on different communication types, such as phone numbers, fax numbers and e-mail, can be assigned to the address.

� If you have only the name and the (mobile) phone number of a business partner but you don’t know the address, you can create a BP with this address-independent communication data.

� A postal validation for the postal code, the city and the street can be carried out by checking against the SAP Regional Structure. You can also use external software for postal validation, checks for duplicates, and error-tolerant searches. (For more information, please see SAP Note 176559.) The following are examples of possible checks: y Postal codes, cities and streets, and combinations of all of them are checked for consistency. During

the check, missing elements are added. For example, if you enter only the city, the postal code is added.

y When you create and change a business partner, several phonetically similar, existing BPs are proposed for comparison purposes. This prevents you from creating the same partner more than once.

© SAP AG CR100 2-12

SAP AG 2004

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� A EXVLQHVV�SDUWQHU�UHODWLRQVKLS forms a business-relevant connection between two business partners.

� To show that two business partners have a particular relationship to one another, we assign them a UHODWLRQVKLS�FDWHJRU\.

� By entering a start and end date, a business partner relationship can be given a time limit. In this way, you can, for example, obtain an overview of those periods during which a particular company operated as a shareholder of an organization.

� Existing relationships can be extended by adding attributes and new relationship categories via the Business Data Toolset (BDT).

� For this, you use the BP Relationships task level menu, which you access with transaction /nBUMR.

© SAP AG CR100 2-13

SAP AG 2004

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� %XVLQHVV�SDUWQHU�UHODWLRQVKLS�FDWHJRULHV describe the business-relevant relationship between business partners.

� 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 an undirected 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 undirected 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).

© SAP AG CR100 2-14

SAP AG 2004

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� You have defined a business partner template in Customizing. The details for this are covered on the next slide.

� You assign the predefined business partner template to a business partner on the 7HPSODWHV tab page.

� The sales area data contained in the template are assigned to the business partner.

© SAP AG CR100 2-15

SAP AG 2004

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� In the first step, you define the required mini-template and enter the corresponding data. These mini-templates are sales area-independent and cannot themselves 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). You choose &UHDWH�WHPSODWH, select the application object BUPA and a mini-template type (sales area-dependent) and enter a mini-template ID. Next you choose $GG�URZ and enter the required sales data (sales organization, distribution channel and division). In the next dialog box, you choose $GG�URZ and enter a sales area (you repeat this step as often as necessary). In order to then assign the data, you enter the corresponding sales area-independent mini-template.

� After you have created the required mini-templates for your data sets, you assign the mini-templates to templates. You can now assign the templates on the 7HPSODWHV tab page of the business partner maintenance to a business partner.

� The template type CRM_SALES is contained in the standard CRM system. The entry in the 7HPSODWH�W\SH field specifies whether the corresponding template type on the 7HPSODWHV tab page of the business partner maintenance is available for the selection of templates. A template type can only be selected there when the 2QO\�UHIHUHQFH�SRVVLEOH field is active. You can only change the setting for the 2QO\�UHIHUHQFH�SRVVLEOH field when all the assigned mini-template types have this setting.

© SAP AG CR100 2-16

SAP AG 2004

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� Business partner group hierarchies consist of hierarchy nodes.

� Business partner master records are subsequently assigned to the hierarchy nodes.

� Group hierarchies can be transferred to the mobile clients.

� Group hierarchies originally maintained in CRM Enterprise cannot be transferred to the ERP system.

� Customer hierarchies from the ERP system can be loaded into SAP CRM, but the changes that can be made to them there are restricted. You can process hierarchies from the ERP system by assigning business partners to the nodes. These business partners are only used in processes in SAP CRM. This data is not transferred to the ERP system.

� Three preconditions for transferring a customer hierarchy from the ERP backend y Initial data exchange: object DNL_CUST_THIT y Mapping the SAP ERP customer hierarchy type onto the CRM business partner group hierarchy type. y Downloading the SAP R/3 table KNVH (customer hierarchies) into SAP CRM. Initial data exchange:

object DNL_BUPA_KNVH. �

If this download is active, no business partner group hierarchies of the type pricing can be created within CRM enterprise.

© SAP AG CR100 2-17

SAP AG 2004

3ULFLQJ� Conditions and price agreements are

assigned to hierarchy nodes.

� Conditions and price agreements apply for all business partners who are assigned to the subordinate hierarchy nodes, dependent on the Customizing settings for pricing.

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a hierarchy for statistical and analysis purposes.

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� You can create group hierarchies of different categories, for example, a group hierarchy of the category pricing or statistics.

� A business partner can be assigned to several hierarchies of different categories.

� The business partner group hierarchy, including its different hierarchy levels and nodes, is sales area-independent.

� In a business partner group hierarchy of the category “ pricing” , you can store sales area-independent information on every hierarchy level.

� The business partner group hierarchy allows you to group business partners in a multi-level group hierarchy.

� A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well as from business partner to hierarchy node.

© SAP AG CR100 2-18

SAP AG 2004

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� There are contrasting data models within SAP R/3 / ECC and SAP CRM: The business partner concept in CRM is more flexible than the customer master in SAP R/3 / ECC. The ERP system and SAP CRM also incorporate different independent concepts for the number range assignment, the data display and the data usage. For this reason, you cannot use the business partner role and business partner grouping for mapping to account groups. To map to account groups, you use the classification.

� SAP R/3 / ECC and SAP CRM also have two different concepts for the use of business partners in business processes (for example, in an order). In the ERP system you can only use a customer with the correct account group (for example, sold-to party). In SAP CRM, you can use any business partner for a specific purpose regardless of its role. The only precondition is that you have maintained the necessary data (for example, a business partner can only be used as a sold-to party when pricing data is maintained).

© SAP AG CR100 2-19

SAP AG 2004

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s A mapping structure exists between business partners in SAP CRM and ERP customers (in both directions). In the ERP system you can see this mapping using transaction / nPIDE.

s You should create your own account group for the data transfer from SAP CRM to SAP R/3 / ECC.

s The indicator 5HQWHG�$GGUHVV is sometimes used. Business partners with the classification 5HQWHG�$GGUHVV are QRW distributed to the ERP system, irrespective of their other classifications.

s You cannot define your own classifications.

s With SAP CRM 4.0, in the CRM business partner you can maintain the field $FFRXQW�*URXS and overwrite the mapping of transaction PIDE.

s In SAP CRM, the roles sold-to party, ship-to party, bill-to party and payer are assigned to the classification &XVWRPHU and the customer is assigned to exactly one account group.

© SAP AG CR100 2-20

SAP AG 2004

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s Objective: you want to have identical numbers for the business partners in both systems

s The internal number range within SAP CRM corresponds to an external number assignment in the ERP system. Thus a business partner is given the same number in both systems. Generally speaking, an active ERP system already exists and the number ranges in SAP ERP are already defined. If an internal number assignment is desired in the ERP system, no further number ranges are necessary. If external number assignment occurs in the ERP system as well, this number range must be maintained.

s You define the number ranges in the ERP system and assign them to account groups in the Implementation Guide (IMG) as follows: y *HQHUDO�/RJLVWLFV�→�%XVLQHVV�3DUWQHU�→�&XVWRPHUV�→�&RQWURO�→�'HILQH�DQG�$VVLJQ�&XVWRPHU�1XPEHU�5DQJHV.

s You define the number ranges in SAP CRM in the IMG as follows: y &URVV�$SSOLFDWLRQ�&RPSRQHQWV�→�6$3�%XVLQHVV�3DUWQHU�→��%XVLQHVV�3DUWQHU�→��%DVLF�6HWWLQJV�→��1XPEHU�5DQJHV�DQG�*URXSLQJV�→��'HILQH�1XPEHU�5DQJHV.

s For the data exchange to be successful, you must ensure that the field control (mandatory fields) between the CRM system and the ERP system matches.

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%3�5ROHV�DQG�5HODWLRQVKLSV� Include additional attributes in roles and relationship categories

� Create additional roles

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s You can extend business partner relationships by defining screen layout and screen sequences in control tables. You can also use defined interfaces to install program logic.

s You can make the following release-independent enhancements without modifying the software: y Enhance an existing business partner relationship category with user-defined attributes.

To do this, you implement the necessary program logic with defined interfaces. y Enhance business partner relationships with user-defined relationship categories.

To do this, you make the necessary entries in the control tables.

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s With the 9LVXDO�&RQILJXUDWLRQ�7RRO�(VCT), you can change the screens and screen sequences supplied by SAP in Customizing by dragging and dropping. Like all Customizing activities, these changes are linked to transports. Changes made by customers are not affected by release updates; in other words, customer changes will not be overwritten by SAP when a new release is installed.

s A selection of business partner (BP) roles is given in the Implementation Guide (IMG). You can configure each individual business partner role.

s You can use the Visual Configuration Tool (VCT) to y Change the layout of screens, for example, to group together several screens y Change the sequence of the screens y Change the screen title y Change the frame title

s The original SAP configuration remains in the system and can be re-activated at any time.

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s Easy Enhancement Workbench (EEW) y Key features of the Easy Enhancement Workbench include the following:

- Wizard for adding new fields and new tables to business partner master data - No required detailed knowledge of the development environment and data model - Wizards for the extension process - Instructions that describe the objects that can be enhanced and the enhancement process. SAP Note

484597 describes where to find the instructions.

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s The Easy Enhancement Workbench is a development environment with wizards, with which you can easily extend certain standard SAP business objects with user-defined data fields and tables. Customer objects, such as database tables and screens, are created by a generator, and all customer exits are implemented. This functions system-wide, that is, when extending a CRM system you can also perform extensions in the connected SAP ERP system.

s Some examples of the functions in the Easy Enhancement Workbench: y DDIC extensions

- Application table - Data elements and domains - Check table for fields - Search help

y Interface (SAP GUI): screens, function modules, entries in BDT control tables y APIs for reading, changing, deleting y To access the Easy Enhancement Workbench, use transaction code �QHHZE. To enter settings for the

Easy Enhancement Workbench, use transaction code �QHHZF.

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• Explain the concept of business partners in the SAP CRM system

• Create business partners and relationships between business partners

You want to maintain business partners and business partner relationships for your trade fair business. You familiarize yourself with the basic properties of CRM business partners.

You also consider the integration with your ERP system and investigate the data exchange between SAP CRM and SAP ERP.

1-1 One of your trade fair contacts wants to place an order in a few days. Add a new business partner with category 2UJDQL]DWLRQ and role 6ROG�7R�SDUW\ to CRM.

1-1-1 Create a new business partner in the role 6ROG�7R�SDUW\. The business partner number is automatically created by the system. Therefore, you leave the fields %XVLQHVV�3DUWQHU and *URXSLQJ empty.

1-1-2 Enter the following information in the appropriate fields:

(��FRUUHVSRQGV�WR�\RXU�JURXS�QXPEHU).�Address

Name ��6WRFNPDQQ�$*

Street / House number 5XH��

Postal Code ��City 3DULV Country )5

Transportation zone &HQWUDO�)UDQFH

Language )UHQFK

Maintain the tax classification (&RQWURO tab). Choose country )5, tax type 0:67 and tax group )8//� Maintain 6DOHV�$UHD�'DWD.

Select the sales area, ,'(6�&50�7UDLQLQJ�&RPSDQ\�and�)LQDO�FXVWRPHU�VDOHV� The field Division can be left empty.

...

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Enter shipping information.�Shipping Own data (checkbox)

Incoterms )UHH�KRXVH

Delivery Priority +LJK

Shipping Conditions 6WDQGDUG

Enter billing information��Billing Own data (checkbox)

Cust. Pricing Procedure 6WDQGDUG

Currency (85��(XUR� Terms of Payment 3D\�LPPHGLDWHO\�Z�R�

UHGXFWLRQ

Price Group (Cust) 1HZ�FXVWRPHUV Price List Type 5HWDLO

Save the business partner.

Number of business partner:

__________________ >o�GDWD�VKHHW@ 1-1-3 Check that the business partner has been uploaded to SAP ERP.

First try this ZLWKRXW logging on to the SAP ERP system. What are your options for checking whether the transfer was successful in the SAP CRM system?

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

1-1-4 Stockmann has informed you that they have an additional address for the *RRGV�UHFHLSW. Enter the following address in the 6ROG�7R�SDUW\ role in the SAP CRM system.

Address

Street / House number 5XH��$

City 3DULV Country )5

Postal Code ��Transportation zone &HQWUDO�)UDQFH

Language )UHQFK

Save your data.

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1-2 Your sold-to party, ##6WRFNPDQQ�$*, has a relationship with a contact person in the Purchasing department. Enter this contact person in the SAP CRM system, followed by the relationship.

1-2-1 Enter the person 0LFKDHO��&RQWDFW with the role &RQWDFW�3HUVRQ and fill all mandatory fields.

Save your entries.�Business partner number _________________ >o�GDWD�VKHHW@

1-2-2 Create a business partner relationship with category ,V��&RQWDFW�3HUVRQ�IRU and assign the sold-to party ��6WRFNPDQQ�$*.

Describe the relationship more precisely.

Michael ##Contact is the head of the Purchasing department. Assign the standard address to the customer and restrict the relationship to the sales area IDES CRM Training Company / Final customer sales for the partner function Contact Person (CRM).

Then check whether the business partner ##Stockmann AG has a corresponding relationship with Michael ##Contact.

Has the contact person relationship also been created in the ERP system?

1-3 Create another business partner of type 3HUVRQ.

1-3-1 Enter 3HWHU��0LOOHU in the system as a business partner with the role (PSOR\HH.

1-3-2 Fill all mandatory fields and enter your user name (the name with which you logged on to the system) in the 8VHU�1DPH field on the ,GHQWLILFDWLRQ tab page.

Confirm the information message. It tells you that the user name was assigned to another employee up to this point.

1-4 Comprehension questions about data exchange of CRM partners and SAP ERP customers.

1-4-1 What classification does the business partner ##Stockmann AG have?

1-4-2 To which SAP ERP account group was the classification used for the business partner in the previous question mapped?

1-4-3 Check whether your SAP ERP customer that was uploaded to SAP ERP from CRM has been created in this account group.

1-4-4 Under which prerequisites is a CRM business partner downloaded into the corresponding SAP ERP system?

1-4-5 Which settings do you have to make to ensure that a business partner created in CRM is assigned the same number in SAP ERP?

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• Add your own role to the business partner

• Add your own view to the business partner

You want to familiarize yourself with the extensibility concept of the business partner and create a new role and a new view.

You make changes to the field groupings (mandatory field control) and the screen configuration.

2-1 Create a new business partner role and change the field control for it.

2-1-1 In Customizing, create the business partner role %83$�� with the title and description ##&RQWDFW�SHUVRQ. Assign the BP role type BUP001 and the BP view BUP001.

2-1-2 Change the field attributes of the role ##&RQWDFW�SHUVRQ.

Make a new entry.

Choose field group 54, 3HUVRQ��/DVW�1DPH, from the data set &HQWUDO�'DWD and select 5HTXLUHG�(QWU\.

Choose field group 19, /DQJXDJH, from the data set &HQWUDO�'DWD and select 5HTXLUHG�(QWU\. Choose field group 64, $GGUHVV��3�2��%R[, from the data set $GGUHVVHV and select +LGH.

2-1-3 Start the transaction for maintaining business partners and create a person in the role ##&RQWDFW�SHUVRQ in order to check the settings made in Customizing.

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2-2 Create a new business partner view and an additional business partner role and change the data sets assigned to them and the screen sequence control.

2-2-1 Use the BDT task level menu (transaction �QEXSW) to share, that is copy, the existing %3�YLHZ %83�� (FRQWDFW�SHUVRQ) with all the dependent entries. Call the new view =&3��&RQWDFW�SHUVRQ�. Remove from the new view the data sets %DQN�GHWDLOV and 3D\PHQW�FDUGV.

2-2-2 In CRM Customizing, create another business partner role %83��$ (��&RQWDFW�SHUVRQ�).

Assign to this the BP role type BUP001 and the BP view ZCP##.

2-2-3 You make changes in the screen configuration for the new view you have created.

Rename the $GGUHVV tab in 1DPH�&RPPXQLFDWLRQ.

Change the sequence of the tabs.

Move the entire standard address from the $GGUHVV tab to the $GGUHVV�RYHUYLHZ tab.

2-2-4 Start the transaction for maintaining business partners and create a person in the role ##&RQWDFW�SHUVRQ� in order to check the settings made in Customizing.

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1-1 One of your trade fair contacts wants to place an order in a few days. Add a new business partner with category RUJDQL]DWLRQ and role VROG�WR�SDUW\ to CRM. (## = group number)

1-1-1 Create a new business partner in the role VROG�WR�SDUW\. The business partner number is automatically created by the system. Therefore, you leave the fields %XVLQHVV�3DUWQHU and *URXSLQJ empty.� 6$3�PHQX�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�0DLQWDLQ�%XVLQHVV�3DUWQHU�Click 2UJDQL]DWLRQ and select the role 6ROG�7R�SDUW\.

1-1-2 Enter ##6WRFNPDQQ�$* in the 1DPH field and enter the other information in the relevant tab pages (you can access the area for the sales area data by using the 6DOHV�$UHD�'DWD button).�After you have entered all the data, choose 6DYH.

1-1-3 Check that the business partner has been uploaded to SAP ERP.

First try this without logging on to the SAP ERP system. What are your options for checking whether the transfer was successful in the SAP CRM system?

Option 1:

6$3�0HQX�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�$GPLQLVWUDWLRQ�o�0RQLWRULQJ�%3�'DWD�([FKDQJH�When you enter the number of the customer ##Stockmann AG in the business partner field, after the number is confirmed the system should display a corresponding R/3 customer number.

Option 2:

6$3�0HQX�o��0DVWHU�'DWD�o��%XVLQHVV�3DUWQHUV�o��0DLQWDLQ�%XVLQHVV�3DUWQHU�When you open the business partner ##Stockmann AG again, you should find the corresponding R/3 customer number in the *HQHUDO�GDWD on the ,GHQWLILFDWLRQ tab in the ,GHQWLILFDWLRQ�QXPEHU area.

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

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Enter the CRM Business Partner number and the following sales area data:

)LHOG�1DPH�RU�'DWD�7\SH 9DOXHV 6DOHV�2UJDQL]DWLRQ ��'LVWULEXWLRQ�&KDQQHO ��'LYLVLRQ ��

1-1-4 Stockmann has informed you that they have an additional address for shipping the goods. Enter the following address in the VROG�WR�SDUW\ role in the SAP CRM system.

6$3�PHQX�o��0DVWHU�'DWD�o��%XVLQHVV�3DUWQHUV�o��0DLQWDLQ�%XVLQHVV�3DUWQHU�Choose the role 6ROG�7R�SDUW\.

Go to the $GGUHVV�2YHUYLHZ tab. Click the &UHDWH ( ) icon and enter the new address.

In the $GGUHVV�8VDJHV area, choose *RRGV�UHFHLSW and click on the &UHDWH�( ) icon. Assign the address you just entered.

Save your data.

© SAP AG CR100 2-35

1-2 Your sold-to party, ##6WRFNPDQQ�$*, has a relationship with a contact person in the Purchasing department. Enter this contact person in the SAP CRM system, followed by the relationship.

1-2-1 Enter the person 0LFKDHO��&RQWDFW with the role &RQWDFW�3HUVRQ and fill all mandatory fields.

In the 0DLQWDLQ�%XVLQHVV�3DUWQHU transaction, choose 3HUVRQ and then the role &RQWDFW�3HUVRQ. Fill all the mandatory fields and enter all the other data.

Save the contact person and make a note of the number.

____________ >o�GDWD�VKHHW@ 1-2-2 Create a business partner relationship with category ,V�&RQWDFW�3HUVRQ�IRU and

assign the sold-to party ��6WRFNPDQQ�$*.

Select 5HODWLRQVKLSV. Relationship category: ,V�FRQWDFW�SHUVRQ�IRU

Relationship to BP: 1XPEHU�RI��6WRFNPDQQ�$*

Choose (17(5.

Describe the relationship more precisely.

Michael ##Contact is the head of the Purchasing department. Assign the standard address to the customer and restrict the relationship to the sales area IDES CRM Training Company / Final customer sales for the partner function Contact Person (CRM).

General Data tab:

Department: ��3XUFKDVLQJ� Function: ��+HDG�RI�3XUFKDVLQJ� Choose $VVLJQ�&RPSDQ\�$GGUHVV and then the first of the two addresses.

Usage tab:

Sales Organization: ,'(6�7UDLQLQJ�&RPSDQ\

Distribution Channel: )LQDO�FXVWRPHU�VDOHV Partner function: &RQWDFW�SHUVRQ��&50��Choose ENTER and save the business partner.

Then check whether the business partner ##Stockmann AG has a corresponding relationship with Michael ##Contact.

Select the relationship you just created and use 3DUWQHU�'HWDLO ( ) to navigate to the business partner ##Stockmann AG.

In the relationships, you will find the entry +DV�&RQWDFW�3HUVRQ.

Has the contact person relationship also been created in the ERP system?

<HV, the ERP customer now also contains the contact person Michael ##Contact (General Data, Sales Area Data → Partner Roles).

© SAP AG CR100 2-36

1-3 Create another business partner of type 3HUVRQ.

1-3-1 Enter 3HWHU��0LOOHU in the system as a business partner with the role (PSOR\HH.

Within the Maintain Business Partner transaction, select 3HUVRQ and choose the role (PSOR\HH.�

1-3-2 Fill all mandatory fields and enter your user name (the name with which you logged on to the system) in the 8VHU field on the ,GHQWLILFDWLRQ tab page.

Enter your user name on the ,GHQWLILFDWLRQ�tab page.�Confirm the information message. It tells you that the user name was assigned to another employee up to this point.

Save the employee >o�GDWD�VKHHW@

1-4 Comprehension questions about data exchange of CRM partners and SAP ERP customers.

1-4-1 What classification does the business partner ##Stockmann AG have?

If, for example, you choose the role VROG�WR�SDUW\ in the &KDQJH�LQ�5ROH drop-down menu, you can find out that your business partner is classified as a FXVWRPHU on the &ODVVLILFDWLRQ�+RXUV tab page in business partner maintenance.

1-4-2 To which SAP ERP account group was the classification used for the business partner in the previous question mapped?

Enter transaction /QSLGH in the command field in SAP ERP. Choose the dialog structure &50��!�5��$VVLJQ�%3�&ODVVLILFDWLRQ�WR�$FFRXQW�*US and see which account group was transferred for the customer.

Account group =$*�.

1-4-3 Check whether your SAP ERP customer that was uploaded to SAP ERP from CRM has been created in this account group.

You can find out which account group the sold-to party ##Stockmann AG has in SAP ERP (transaction VD03) by looking in the menu under�([WUDV�o�$GPLQLVWUDWLYH�'DWD. The account group should be the same as the one in the previous exercise section.

In the CRM system on the &ODVVLILFDWLRQ tab, you should see the account group from SAP ERP.

1-4-4 Under which prerequisites is a CRM business partner downloaded into the corresponding SAP ERP system?

A CRM business partner is usually only transferred if it has been classified or if a suitable value is entered in the Account Group field.

Additionally, the number ranges and field groupings in the systems must correspond with one another.

© SAP AG CR100 2-37

1-4-5 Which settings do you have to make to ensure that a business partner created in CRM is assigned the same number in SAP ERP?

In CRM, a standard internal number range must be maintained and a corresponding grouping must be selected. In SAP ERP, there must be an external number range identical to the internal CRM number range. The number ranges can be maintained in the respective systems in Customizing.

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2-1 Create a new business partner role and change the field control for it.

2-1-1 In Customizing, create the business partner role %83$�� with the title and description ##&RQWDFW�SHUVRQ. Assign the BP role type BUP001 and the BP view BUP001.

6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&URVV�$SSOLFDWLRQ�&RPSRQHQWV�o�6$3�%XVLQHVV�3DUWQHU�o�%XVLQHVV�3DUWQHU�o�%DVLF�6HWWLQJV�o�%XVLQHVV�3DUWQHU�5ROHV�o�'HILQH�%3�5ROHV�Choose 1HZ�(QWULHV. BP role: %83$��

Title: ��&RQWDFW�SHUVRQ

Description: ��&RQWDFW�SHUVRQ

BP Role Cat.: %83��FRQWDFW�SHUVRQ� BP View: %83��FRQWDFW�SHUVRQ� Save your entries.

2-1-2 Change the field attributes of the role ##&RQWDFW�SHUVRQ.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&URVV�$SSOLFDWLRQV�o�6$3�%XVLQHVV�3DUWQHU�o�%XVLQHVV�3DUWQHU�o�%DVLF�6HWWLQJV�o�)LHOG�*URXSLQJV�o�&RQILJXUH�)LHOG�$WWULEXWHV�SHU�%3�5ROH

Choose 1HZ�(QWULHV. BP role: %83$��

Choose ENTER.

'RXEOH�FOLFN on the new row to go to the new ILHOG�JURXSLQJV. Choose ILHOG�JURXS��3HUVRQ��/DVW�1DPH, from the data set &HQWUDO�'DWD and select 5HTXLUHG�(QWU\.

Choose ILHOG�JURXS��/DQJXDJH, from the data set &HQWUDO�'DWD and select 5HTXLUHG�(QWU\.

Choose ILHOG�JURXS��$GGUHVV��3�2��%R[, from the data set $GGUHVVHV and select +LGH.

Save your entries.

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2-1-3 Start the transaction for maintaining business partners and create a person in the role ##&RQWDFW�SHUVRQ in order to check the settings made in Customizing.

6$3�PHQX�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�0DLQWDLQ�%XVLQHVV�3DUWQHU�Select 3HUVRQ to create a new business partner of the type Person.

Select the role ��&RQWDFW�SHUVRQ and check the field characteristics.

2-2 Create a new business partner view and an additional business partner role and change the data sets assigned to them and the screen sequence control.

2-2-1 Use the BDT task level menu (transaction �QEXSW) to share, that is copy, the existing %3�YLHZ %83�� (FRQWDFW�SHUVRQ) with all the dependent entries. Call the new view =&3��&RQWDFW�SHUVRQ�. Remove from the new view the data sets %DQN�GHWDLOV and 3D\PHQW�FDUGV. After you enter and confirm the transaction code /nbupt, you should have a modified SAP menu.

6$3�0HQX�o�%XVLQHVV�3DUWQHU�o�&RQWURO�o�'LYLVLELOLW\�o�*3�9LHZV�Select the view %83�� and choose Copy as…( ).

BP view: =&3��

Description: ��&RQWDFW�SHUVRQ�

Title: ��&RQWDFW�SHUVRQ��Choose (17(5 to perform the copy procedure.

In the dialog box, choose &RS\�DOO. Select the new view and click on the entry %3�9LHZ��!�'DWD�6HWV on the left of the structure tree.

Select the two data sets BUP020 and BUP030 and choose Delete ( ).

Save your entries.

2-2-2 In CRM Customizing, create another business partner role %83��$ (��&RQWDFW�SHUVRQ�).

Assign to this the BP role type BUP001 and the BP view ZCP##.

6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.

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Choose 1HZ�(QWULHV. BP role: %83��$

Title: ��&RQWDFW�SHUVRQ�

Description: ��&RQWDFW�SHUVRQ�

BP Role Cat.: %83��FRQWDFW�SHUVRQ� BP View: =&3��&RQWDFW�SHUVRQ� Save your entries.

2-2-3 You make changes in the screen configuration for the new view you have created.

Rename the $GGUHVV tab in 1DPH�&RPPXQLFDWLRQ.

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2-2-4 Start the transaction for maintaining business partners and create a person in the role ##&RQWDFW�SHUVRQ� in order to check the settings made in Customizing.

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� You can use Organizational Management to set up the company‘s organizational structure. You can use this flexible tool to maintain the company structure, including the positions and employees in an application, and assign specific attributes to the organizational units. �

Organizational Management allows you to specify organizational data automatically in a business transaction using the organizational structure. It can also be used to determine business partners; for example, you can find the employee responsible for a business transaction. �

A new feature of Release CRM 5.0 is that you can map an organizational unit as a marketing organization. You can use this, for example, in the campaign management, to control authorizations, set default values and determine employees responsible.

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� In this example, a prospect calls an insurance company and asks, “Can you insure my new house?” � The interaction center agent creates an activity and takes down the name, address and telephone number of the prospect. �

The system uses the postal code to find the sales office responsible for this customer. � An agent in this office can get in contact with the customer, create a quotation, and so on.

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� Because this tool is time-dependent, you can maintain different organizational structures for different time periods in parallel; that means you can plan future changes. For example, a new sales office will open on the first day of January next year. You can define this sales office and assign it to your organizational plan already today with the validity date of 1 January next year. �

The organizational model is not static, it is dynamic. With this adaptable and extendable tool, you can maintain and change the organizational model at any time without making changes in Customizing. �

You can use the same organizational structure for different scenarios by activating it (CRM Sales, CRM Service). An organizational unit can be a sales organization and service organization at the same time. Scenario-specific data in the structure is assigned to the organizational units with attributes. �

Organizational units can be created as business partners. The system automatically creates a business partner record for an organizational unit with the BP role “Organizational unit”.

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� You maintain the organizational model in the application, not in Customizing. (However, it can be maintained in Customizing as well.) You can prevent users from making changes to the organizational model by using an authorization check. �

The organizational structure in SAP CRM can be different to the one in SAP ERP. In the structure, there are no restrictions regarding the levels used. �

A matrix structure cannot be mapped. � Validity periods can be used when creating organizational objects and object attributes and when assigning organizational objects and object characteristics.

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� 2UJDQL]DWLRQDO�REMHFWV are used for modeling an organizational plan. They can be linked to hierarchies to form functional relationships in the organizational plan for your company. �

There are two kinds of organizational objects: organizational units and positions. � 2UJDQL]DWLRQDO�XQLWV form the basis of an organizational plan. Organizational units are functional units of a company. Depending on how a company is organized, examples of organizational units are departments, groups or project teams. �

3RVLWLRQV�show the functional task distribution of individual items and their report structure in the organizational plan. Positions are concrete items in a company, which can be occupied by holders (employees or users), for example, the sales manager for Europe.

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� You can assign one or more functions to an organizational unit. This means you can use one organizational unit for different areas, for example, an organizational unit can be a sales organization in the Sales scenario and a service organization in the Service scenario. �

You can maintain different attributes depending on the assigned function.

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� You can assign specific attributes to organizational units when creating your organizational structure. Attributes are always maintained for a specific function, which means you can maintain different attributes for each function. �

There are two kinds of attributes: organizational and general. y 2UJDQL]DWLRQDO�DWWULEXWHV indicate the type of an organizational unit. y *HQHUDO�DWWULEXWHV define the responsibilities of an organizational unit. �

You can assign several attributes to an organizational unit. You may define additional attributes for your company.

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� You can assign up to three organizational attributes to an organizational unit. For example, an organizational unit can be a sales organization and a sales office.

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� The service team is a service group that executes the service tasks. It is relevant for resource planning.

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� You can use the marketing organization characteristic as follows: y For authorization checks: You can use the marketing organization in authorization checks, for

example, to determine whether a user is authorized to change a particular campaign. y For automatically entering and checking marketing attributes: The system can use the marketing

organization to make available standard entries for particular fields in the marketing planner. y For partner determination: For example, you can use the marketing organization to determine the

suitable marketing manager for the assigned marketing organization and assign it to the campaign (on the Partner tab page).

y Workflow routing: You can assign a marketing organization to a campaign and then start a workflow based on the attributes of the campaign. For example, you set the status of a campaign with a particular product category to For Approval. The system forwards a workflow item to all users that are assigned to a marketing organization with this particular product category.

y Cost planning: You can use the cost planning to distribute key figures over multiple levels. For example, you can use the marketing organization to distribute the costs of a campaign over multiple marketing organizational units.

y Reporting: You can use the marketing organization for reporting. For example, you can measure the success of a particular organizational unit.

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� The Paris office is active for three scenarios: Sales, Service, and Marketing. � In the Sales scenario, the Paris office is a sales office that is responsible for the following: y Distribution channel 10 (final customer sales) y Country: France y Region: 75 (Paris), 91-95 �

In the Service scenario, the Paris office is a service organization that is responsible for the country France. �

In the Marketing scenario, the Paris office is a marketing organization that is responsible for the country France and products of the category 0RQLWRUV.

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� Setting up Organizational Management: y Define your organizational structure. You must create your organizational units, assign the attributes,

and define positions and holders. You must create a new organizational structure in customizing. You can change existing organizational structures within the master data.

y Make your customizing settings for automatic organizational data determination using the wizards. y When you create a transaction, the system determines the organizational data according to your

customizing settings. You can change or enhance the organizational units manually.

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� A log shows how the responsible organizational unit was found in a transaction (for example, in an order). The log can only be displayed when creating or changing a document. It is not saved. �

To display the log, click the &DOO�ORJ icon on the 2UJDQL]DWLRQ tab page. It may be turned off for performance reasons.

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� To determine the organizational data in a transaction, the system reads the organizational data profile

that was assigned to the transaction type used in Customizing. A determination rule is derived from this organizational data profile. 1RWH: Wizards can be used to set up automatic organizational data determination. �

In SAP CRM, there are two types of determination rule for determining the responsible organizational units: organizational model and responsibilities. y Organizational model: The attributes of the organizational model are read and evaluated. y Responsibilities: The responsible organizational unit is determined without evaluating the

organizational model. � The determination of organizational data can take place differently according to the scenario used

because an organizational unit in the Sales scenario has different attributes than an organizational unit in the Service scenario. �

The organizational data from the document header is copied at item level. There is no separate organizational data determination at item level.

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1. A transaction with Business Partner %ardot is entered. 2. The determination rule of the type 5HVSRQVLELOLW\ that is assigned to an organizational data profile, which

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and distribution channel ��. This information is also transferred into the corresponding fields of the transaction.

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1. A transaction with Business Partner %ardot is entered. 2. The determination rule of the type RUJDQL]DWLRQDO�PRGHO which is assigned to an organizational data

profile which has in turn been assigned to the transaction type used, searches the entire organizational model for organizational units that have matching attributes.

3. 7HDP�� is found as the responsible organizational unit. 4. 7HDP�� is mapped in the organizational model with the (inherited) characteristics VDOHV�RUJDQL]DWLRQ�)5

and distribution channel ��. This information is also transferred into the corresponding fields of the transaction.

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� Organizational data determination (always on header level) includes the following steps: y The system reads the transaction type, for example, sales order TA. y The system reads the organizational data profile that is assigned to the transaction type TA, for

example, 0000001 (Sales). y The system reads the determination rules that are assigned to the organizational data profile. �

Several standard determination rules are available: For example, rule 10000144 (ORGMAN_14) checks for maintained sales areas of the business partner and finds corresponding organizational units (similar to the SAP ERP organizational data determination in sales transactions). �

You define your determination rules and the organizational data profiles in Customizing. In addition, you specify the determination rules and assign the organizational data profile to your transaction type.

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� Customizing Checklist y Maintain determination rules. You can define new rules for both types, responsibility and

organizational attributes. In both cases you can use a wizard to create the rules. You can simulate the rules created with the wizard and process them again if required.

y Maintain an organizational data profile. Within the organizational data profile, you choose a scenario (for example, sales or service) for which you want to use the profile. You then assign one of the available determination rules. You can assign one rule with type responsibility and one with type organizational attributes. If you define a rule in both fields, the system finds the intersection of both quantities. Additionally, you define which organizational units are mandatory and must occur in the transaction. You can use the wizard to create and assign organizational data profiles.

y Assign the organizational data profile to one or more transaction types.

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� The Customizing activity for transferring the sales structure can be found under 0DVWHU�'DWD →�2UJDQL]DWLRQDO�0DQDJHPHQW�→�'DWD�7UDQVIHU�→�&RS\�6$3�(&&�6DOHV�6WUXFWXUH. The transaction for this is CRMC_R3_ORG_GENERATE. �

Transferring the ERP sales structure is a copy process. The sales structure currently valid in the ERP system is transferred. �

After the organizational model is generated, the data must be processed further in SAP CRM. Changes in the ERP sales structure are not transferred after the report is executed. �

If you wish to use HCM (formerly HR) and you have maintained the organizational plan there, you can distribute this organizational plan to SAP CRM with ALE (Application Link Enabling). �

In this scenario, the backend is the leading system. � You can find further information in the Implementation Guide (IMG) of the ERP system under SEP NetWeaver �

You will find more information in the IMG under 6$3�1HW:HDYHU�→ $SSOLFDWLRQ�6HUYHU�→ ,'RF�,QWHUIDFH��$SSOLFDWLRQ�/LQN�(QDEOLQJ��$/(��→ 0RGHOLQJ�DQG�,PSOHPHQWLQJ�%XVLQHVV�3URFHVVHV�→�&RQILJXULQJ�3UHGHILQHG�$/(�%XVLQHVV�3URFHVVHV�→ +XPDQ�5HVRXUFHV�0DQDJHPHQW�→ 0DVWHU�'DWD�'LVWULEXWLRQ� �

If you distributed employee master data using ALE, you cannot create or maintain employee master data in CRM.

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• Outline an organizational structure using the organizational unit and position objects

• Assign scenarios and attributes to an organizational unit

• Create a determination rule and an organizational data profile, which are used for automatic organizational data determination

You are expanding your business by adding another department. You want to check the mapping of sales structures in your SAP ERP system and maintain the attributes that describe the responsibilities of your new department.

1-1 You want to set up a new trade fair department, which will visit trade fairs and other events to inform interested parties about the computers and other hardware offered by your company. It will also be the organizational unit responsible for contacts made at trade fairs. You want to include the new department in the organizational model that already exists for your business and use attributes to describe the department’s responsibilities.

1-1-1 Search for the organizational structure of your company,�,'(6�&50�7UDLQLQJ�&RPSDQ\.

1-1-2 On the level directly below the top node, create a new organizational unit. Enter ��7UDGH�)DLU as the ID and ��7UDGH�)DLU�'HSW��as the description. If you wish, you could also add address information for your newly created organizational unit on the $GGUHVV tab page.

1-1-3 To which sales organization is your new organizational unit ��7UDGH�)DLU�'HSW� assigned?

_____________________________________________________

1-1-4 Can you change this assignment? Explain why?

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1-1-5 Your ��7UDGH�)DLU�'HSW� is responsible for all trade fair contacts with business partners with the postal code ��.

Before you enter this information, check whether the organizational unit was already assigned other attributes (6DOHV scenario) that describe the responsibilities of ## Trade Fair Dept. If so, write them down:

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Where do these attributes come from?

_____________________________

Now add the attribute Postal Code with the value ��.

1-1-6 Your new organizational unit should be considered in the organizational data determination. Make a corresponding entry.

Save the new organizational unit.

ID of the organizational unit ___________ >o�GDWD�VKHHW@

1-2 You now want to add a position within your newly created organizational unit. You also want to fill this position with an employee that you created yourself.

1-2-1 Create the position ��%RVV under ��7UDGH)DLU�'HSW� and enter the description 7UDGH�)DLU�'HSW��7HDP�/HDGHU��

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1-2-2 Assign your employee 3HWHU��0LOOHU to the position you just created.�Apart from the employee, what else is automatically assigned?

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1-3 Define a new determination rule in the Customizing of the system. This is required later on to determine a suitable responsible organizational unit in business transactions.

1-3-1 You want to create an RUJDQL]DWLRQDO�PRGHO determination rule that uses the organizational attributes 3RVWDO�&RGH and &RXQWU\. Use the IMG documentation for PDLQWDLQLQJ�GHWHUPLQDWLRQ�UXOHV to check whether there is a suitable determination rule that you could use as a template. Use 25*$775## as an object abbreviation for the new determination rule and 'HWHUPLQDWLRQ�5XOH�## as a description (object name).

Use �WPS as a development class (package).

1-3-2 Delete the attribute 5HJLRQ from the container and save the determination rule.

BBBBBBBBBBBBBB�>o�GDWD�VKHHW@ 1-3-3 Simulate organizational data determination for postal code 750## and country

FR (France). Which organizational units does the system find as responsible organizational units?

1-4 Organizational data profile maintenance

1-4-1 Create the new organizational data profile =25*352)��with the description 2UJDQL]DWLRQDO�'DWD�3URILOH��.

1-4-2 Choose the 6DOHV scenario.

1-4-3 Use the determination rule you created earlier.

1-4-4 Select the checkboxes 6DOHV�RUJDQL]DWLRQ and 'LVWULEXWLRQ�FKDQQHO.

Using this organizational data profile in business transactions will lead to error messages in the application log if the fields 6DOHV�2UJDQL]DWLRQ and/or 'LVWULEXWLRQ�&KDQQHO have not been determined successfully.

The organizational data profile created by you will not be required until the exercises for the unit Transaction Processing. You then allocate it to its own transaction type, which you create yourself.

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1-1 You want to set up a new trade fair department, which will visit trade fairs and other events to inform interested parties about the computers and other hardware offered by your company. It will also be the organizational unit responsible for contacts made at trade fairs. You want to include the new department in the organizational model that already exists for your business and use attributes to describe the department’s responsibilities.

1-1-1 Search for the organizational structure of your company,�,'(6�&50�7UDLQLQJ�&RPSDQ\.

6$3�0HQX�o�0DVWHU�'DWD�o�2UJDQL]DWLRQDO�0RGHO�o�0DLQWDLQ�2UJDQL]DWLRQDO�0RGHO�Use the search area on the left side of the screen to search for the organizational unit ,'(6�&50�7UDLQLQJ�&RPSDQ\. Enter the description and choose )LQG.�The search results are displayed in the lower-left corner of the display area in the locator. Select the organizational unit ,'(6�&50�7UDLQLQJ�&RPSDQ\.

1-1-2 On the level directly below the top node, create a new organizational unit. Enter ��7UDGH)DLU as the ID and ��7UDGH�)DLU�'HSW��as the description. If you wish, you could also add address information for your newly created organizational unit on the $GGUHVV tab page.

Select ,'(6�&50�7UDLQLQJ�&RPSDQ\ in the overview window and choose &UHDWH� �. In the window that opens automatically, select LV�OLQH�PDQDJHU�RI. Organizational unit: ��7UDGH�)DLU

(Description): ��7UDGH�)DLU�'HSW� 1-1-3 To which sales organization is your new organizational unit assigned?�

Choose the )XQFWLRQ�tab.

Your organizational unit is assigned to the sales organization ,'(6�&50�7UDLQLQJ�&RPSDQ\, which is mapped to the sales organization �� in SAP ERP.

1-1-4 Can you change this assignment? Explain why.

You cannot change this assignment because it is an attribute passed down from a higher organizational unit.

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1-1-5 Your ��7UDGH�)DLU�'HSW� is responsible for all trade fair contacts with business partners with the postal code �� Before you enter this information, check whether the organizational unit was already assigned other attributes (6DOHV scenario) that describe the responsibilities of ## Trade Fair Dept. If so, write them down:

In order to display and maintain general attributes for your organizational unit, select your organizational unit and go to the $WWULEXWHV tab page.

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'LVWULEXWLRQ�&KDQQHO �� Where do these attributes come from?

There attributes were passed down from the IDES Training Company.

Now add the attribute Postal Code with the value 750##.

Choose $OO�DWWULEXWHV ( ).

For the 3RVW�&RGH attribute, enter the value �� in the field.

1-1-6� Your new organizational unit should be allowed for organizational data determination. Make a corresponding entry.

Set the indicator for 2EM��3HUPLWWHG�LQ�'HWHUPLQDWLRQ.

Save the new organizational unit.

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1-2 You now want to add a position within your newly created organizational unit. You also want to fill this position with an employee that you created yourself.

1-2-1 Create the position ��%RVV under ��7UDGH)DLU�'HSW� and enter the description 7UDGH�)DLU�'HSW��7HDP�/HDGHU��Is it possible to store the same information for a position as you stored for your organizational unit?

Within the overview area of the organizational structure, select your organizational structure and then choose &UHDWH. In the window that opens, choose ,QFRUSRUDWHV. A new position is created and assigned to your organizational unit. Maintain the data on the %DVLF�'DWD tab page.

Position: ��%RVV (Description): � 7UDGH�)DLU�'HSW��7HDP�/HDGHU��.

1-2-2 Assign your employee 3HWHU��0LOOHU to the position you just created.� Apart from the employee, what else is automatically assigned?

Choose $VVLJQ ( ). In the window that opens, choose 2ZQHU��%XVLQHVV�3DUWQHU and then find the employee 3HWHU��0LOOHU (using 3DUWQHU��JHQHUDO).�Copy 3HWHU��0LOOHU. The user assigned to the employee is displayed automatically.

1-3 Define a new determination rule in the Customizing of the system. This is required later on to determine a suitable responsible organizational unit in business transactions.

1-3-1 You want to create an RUJDQL]DWLRQDO�PRGHO determination rule that uses the organizational attributes 3RVWDO�&RGH and &RXQWU\. Use the IMG documentation for PDLQWDLQLQJ�GHWHUPLQDWLRQ�UXOHV to check whether there is a suitable determination rule that you could use as a template. Use 25*$775## as an object abbreviation for the new determination rule and 'HWHUPLQDWLRQ�5XOH�## as a description (object name).

6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�&KRRVH�6$3�5HIHUHQFH�,0*� 6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQWo�0DVWHU�'DWD�o�2UJDQL]DWLRQDO�0DQDJHPHQW�o�2UJDQL]DWLRQDO�'DWD�'HWHUPLQDWLRQ�o�&KDQJH�5XOHV�DQG�3URILOHV�o�0DLQWDLQ�'HWHUPLQDWLRQ�5XOHV�Choose 'RFXPHQWDWLRQ�IRU�,0*�$FWLYLW\ ( ).

The determination rule �� (25*0$1B�) approximately corresponds to the requirements.

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Close the documentation and execute the IMG activity ( ).

In the Rule field, enter the number �� and choose Copy ( ).

Use 25*$775## as an REMHFW�DEEUHYLDWLRQ for the new determination rule and 'HWHUPLQDWLRQ�5XOH�## as a description (object name).

Choose Copy ( )�

Use �WPS as a development class (package).

1-3-2 Delete the attribute 5HJLRQ from the container and save the determination rule.

Go to the change mode for your new determination rule. Select the entry 5HJLRQ on the &RQWDLQHU tab page, right-click and choose 'HOHWH to delete the entry. Confirm the dialog box, save the modified determination rule and write down the number.

_________________ >o�GDWD�VKHHW@ 1-3-3 Simulate organizational data determination for postal code 750## and country

FR (France). Which organizational units does the system find as responsible organizational units?

Select 6LPXODWH�UXOH�UHVROXWLRQ and enter the attributes Postal Code 750## and Country FR. The organizational unit ## Trade Fair Dept. should be displayed.

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1-4 Organizational data profile maintenance

1-4-1 Create the new organizational data profile =25*352)��with the description 2UJDQL]DWLRQDO�'DWD�3URILOH��.

6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQWo�0DVWHU�'DWD�o�2UJDQL]DWLRQDO�0DQDJHPHQW�o�2UJDQL]DWLRQDO�'DWD�'HWHUPLQDWLRQ�o�&KDQJH�5XOHV�DQG�3URILOHV�o�0DLQWDLQ�2UJDQL]DWLRQDO�'DWD�3URILOH�Choose�1HZ�(QWULHV�and�enter the data�

1-4-2 Choose the sales scenario.

From the list of scenarios, choose 6DOHV. 1-4-3 Use the determination rule you just defined as your organizational model rule.

In 2UJDQL]DWLRQDO�PRGHO�UXOH, enter the number of the determination rule that you just created.�

1-4-4 Fill the mandatory fields 6DOHV�2UJDQL]DWLRQ and 'LVWULEXWLRQ�&KDQQHO for output of organizational data determination.

Select 6DOHV�2UJDQL]DWLRQ and 'LVWULEXWLRQ�&KDQQHO. Save the organizational data profile.

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Warranty information for individual objects is created with reference to the product; for example, product registration through E-service. �

A separate number range can be maintained for each product type. � Product type IP (Intellectual Property) is available for the media industry.

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A Global Trade Item Number (GTIN) is used for mapping the European Article Number (EAN). �

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Customer product numbers can be assigned. Customer product numbers are stored in the relevant relationships. �

A Global Trade Item Number (GTIN) is used for mapping the European Article Number (EAN). �

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� The relationship $FFHVVRULHV plays a large role in the CRM product catalog, which is used in the Internet sales scenario. If a customer adds a product to her shopping cart, additional products can be suggested to the customer via the relationship $FFHVVRULHV. On the $FFHVVRULHV tab page you can also see whether a product is an accessory product (back, usage). �

Selection of other relationship categories: y Customers (here, for example, a customer material number can be assigned) y Financed by y Manufacturers y Vendors (here, for example, a vendor material number can be assigned) y Components (a structured product is mapped with this) y Services (default products for the service order processing) y Spare parts (default products for the service order processing) y Warranties (used in the product registration) �

For downloading the ERP customer material number to SAP CRM, there is the relationship &XVWRPHU�GLVWULEXWLRQ�FKDLQ.

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� The CRM product master is a collection or arrangement of various set types that contain specific data. � Set types, which correspond to database tables, are displayed on various views (tab pages). Predefined set types (for example, basic data, short texts, conversion of unit of measure) are delivered with the standard product. You can enhance the product master with user-defined set types. �

For SAP GUI views (tab pages) can be defined in Customizing: 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&URVV�$SSOLFDWLRQ�&RPSRQHQWV�→�6$3�3URGXFWV�→�6HWWLQJV�IRU�3URGXFW�0DLQWHQDQFH�→�'HILQH�9LHZV.

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SAP AG 2004

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� Before materials can be transferred from the ERP system to the SAP CRM system, base hierarchies must be created. This is performed with a Customizing download. �

R3PRODSTYP is the default base hierarchy. Products that are loaded to the CRM system from the ERP system should at least belong to this base hierarchy. Assignment to other base hierarchies is optional. �

If SAP CRM is implemented without an ERP backend system, preparatory steps are necessary before product master data can be created in the CRM system. These preparatory steps are documented in Customizing: 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3URGXFWV�→�&50�6WDQGDORQH��

The adapter object for transferring the base hierarchies is DNL_CUST_PROD1.

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� Attributes help describe products or individual objects. They are grouped into set types and saved there. A set is a specific instance of a set type. Set types are stored in the system as database tables. Set types enable you to perform detailed modeling of products and individual objects in the system. �

Particular set types (SAP standard set types) are predefined in the standard system. If they are not sufficient for your needs, you can define further set types of your own and assign attributes to them. The attributes can be those predefined in the standard system and also attributes (including value ranges) that you have defined yourself. However, it is not possible to assign user-defined attributes to the set types in the SAP standard system. �

Set types can be relevant to WHPSODWHV. When you define a template, you can specify concrete values for attributes and assign them to various products later on by means of other mechanisms. �

If a set type is already assigned to a product category, it is only possible to change the set type description and possibly add other attributes. �

Only those set types can be deleted that are not assigned to a category (any more). � An attribute is defined by its attribute type (for example, integer, character string or date), its attribute length and (optionally) its value range (for example, single values or intervals), or by a value table.

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SAP AG 2004

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The assignment of a product can be changed or deleted. � You can PDLQWDLQ�FRQGLWLRQV on the category level, for example, by defining cross-product surcharges or discounts. �

([DPSOH� In the above case, a general set type 6HW��(for example, administrative information relevant for every product) was assigned to a higher-level category +LJK�7HFK. This information is always passed down to all lower-level categories, which can in turn be described by their own set types. For example, 6HW�� could contain information about the type of hard disk and motherboard. When a product is assigned to a product category, the attributes stored in the relevant set types are displayed.

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SAP AG 2004

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� The following slides explain the various elements necessary to enhance the product master: y Hierarchies y Categories y Set types y Attributes �

Creation of attributes results in the creation of data elements and domains on the database. � Creation of set types results in the creation of database tables and other data dictionary objects, as well as function groups, function modules and screens. �

Set types can be assigned to categories. It is also possible to assign a view (tab page) on which set type information will be displayed. Additionally, it is possible to assign templates along with the view when assigning set types. Products that are categorized later thus automatically get predefined characteristics. �

SAP Note 602673 describes an example of how it is possible to fill new fields in SAP CRM with material master information from the ERP system.

© SAP AG CR100 4-14

SAP AG 2004

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Download of ERP material masters to the SAP CRM system � An LQLWLDO�GRZQORDG is performed at the start, when SAP CRM is set up. Existing Customizing data is a prerequisite for a successful initial download. �

The GHOWD�GRZQORDG ensures that transaction data and master data are permanently exchanged between the CRM and a backend system. Customizing changes are QRW updated through a delta download.

Upload of CRM products to the ERP system: �

The upload of CRM product data is possible, but it can be performed automatically in the standard system. It must be carried out manually and individually for each product. �

Upload can be permitted or prohibited for each product in Customizing: 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��→�0DVWHU�'DWD�→�3URGXFWV�→ 6HWWLQJV�IRU�3URGXFW�7\SH�→ $OORZ�8SORDG�IRU�D�3URGXFW�7\SH. �

After a product has been loaded from SAP CRM to the ERP system, changes are updated by means of a delta transfer, but only in the ERP direction.

© SAP AG CR100 4-15

SAP AG 2004

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� A competor product has a lean product master. This is controlled by the product category. Competitive products can be created on the portal and can be integrated into business processes for Activity Management or Opportunity Management. �

Competitive product information is exchanged with the mobile client in both directions. � The following are standard delivered relationships: y Competitor – competitor product y Customer – competitor product y Own product – competitor product �

Competitor products are only available in the People-Centric UI.

© SAP AG CR100 4-16

SAP AG 2004

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• Explain the concept of the product master

• Enhance products in CRM by adding your own attributes

You want to introduce a new product at a trade fair and win customers and potential sales.

Some of the product data is already in the SAP ERP system as material master data. This data should be transferred and then CRM-specific data added to it, if necessary.

1-1 Create a material master record with several views in the (53 system.

1-1-1 Log on to the ERP system and branch to Materials Maintenance:

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(Do QRW enter a PDWHULDO��PDWHULDO�QXPEHU. This is done by internal number assignment.)

Enter the following data:

Industry Sector: 5HWDLO�Choose ENTER.

Select the following views:

%DVLF�'DWD�� and ��6DOHV��6DOHV�2UJ��'DWD�� and ��6DOHV��*HQHUDO��3ODQW�'DWD

Choose ENTER.

Plant: ��Sales Org.: ��Distribution Channel:��

Choose ENTER.

…

© SAP AG CR100 4-18

…

.Material Short Text: ##0RQLWRU

Base Unit of Measure: 3&

Material Group: ��PRQLWRUV��

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View: Sales: Sales Org1

Tax Classification: � (for DOO countries)

Choose &RQGLWLRQV� Scale quantity: ��3&��Amount: ��(85� Choose %DFN ( ).

Press ENTER twice.

View: Sales: general/plant

Transportation Group: ��RQ�SDOOHWV� Loading Group: ��IRUNOLIW� Choose ENTER and�confirm the dialog box to save the material.

Material Number: ___________________ >GDWD�VKHHW@

1-2 Display the material master in the SAP CRM system and familiarize yourself with product maintenance.

1-2-1 Use the /RFDWRU to search for your product.

1-2-2 Include the product in your worklist.

You can use 6HWWLQJV�(found under ([WUDV in the toolbar) to change the display format of the /RFDWRU and to assign )LQG and :RUNOLVW to the active tab page.

1-2-3 View the detailed data in the General Data for your product. Has your product master been created without any errors?

How many product categories is your product assigned to?

1-2-4 Display the relationships for your product. Why are no product relationships displayed?

Create material R-1120 as an accessory to your product.

Where is this accessory functionality used?

© SAP AG CR100 4-19

1-3 Enhance your product master in SAP CRM. A number of steps are necessary for this. They should be performed in the following order:

1-3-1 First, create two new attributes.

The first attribute =',$*21$/(��'HVFULSWLRQ��VL]H�RI�WKH�PRQLWRU��is of the type ,QWHJHU (�-digit) with the value range ��DQG��LQFKHV��The second attribute =021,7257<3��'HVFULSWLRQ��PRQLWRU�W\SH��is of the type &KDUDFWHU�6WULQJ (�-character) with the value range 7)7 (flat) and &57�(normal).

1-3-2 Create a set type =021,725## (0RQLWRU�FKDUDFWHULVWLFV ##) for 0DWHULDOV and assign to it the attributes you created in the previous exercise.

1-3-3 Create a category hierarchy ��+,(5 (+LHUDUFK\�JURXS��) and two categories.

The first category 5227��$X[LOLDU\�HQWU\��should not be assigned to a product type, nor should it be possible to assign products or objects to this category.

We recommend that you first define a root node so that you can later assign several categories on the same level.

The second category, ��021,7256��0RQLWRUV�RI�JURXS��should be assigned to the product type 0DWHULDO. It should also be possible to assign products and objects to this category.

Assign the set type created by you (=021725��) to this category.

Save your entries.

Alternatively, you can assign a value to the 9LHZ�,' field. This controls whether the attributes are later displayed on an existing or new tabulator.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&URVV�$SSOLFDWLRQ�&RPSRQHQWV�o�6$3�3URGXFW�o�6HWWLQJV�IRU�3URGXFW�0DLQWHQDQFH�o�'HILQH�9LHZV�Enter =9,(:�� as the view and *URXS�9LHZ�� as the view description.

1-3-4 Go to product maintenance and change your product by entering and saving the relevant hierarchy and category in product categories in the SAP Basic Data.

After you have released the data ((17(5), the new fields become visible. Use the search help (F4) to maintain values and save the product.

© SAP AG CR100 4-20

1-4 Templates on the product master.

1-4-1 Display the set type =7021,725. Apart from the assigned attributes, what differentiates this set type from the one you created in the previous exercise?

1-4-2 Go to Customizing and call Maintain Mini-Templates (for products).

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Display the mini-template &5�� (PRQLWRU�FKDUDFWHULVWLF�WHPSODWH).

You should see two attributes containing default values (Loudspeaker output and Maximum contrast).

1-4-3 Display the category �� of the product hierarchy 3&6+23B��. Apart from the assigned set types, what else can you see?

1-4-4 Now assign category �� of the product hierarchy 3&6+23B�� to your product master.

What do you notice?

1-5 Comprehension questions about the product master

1-5-1 What product types does the SAP CRM system recognize?

_____________________________________________________

_____________________________________________________

1-5-2 Can product and material masters be exchanged between SAP ERP and CRM? What possibilities are there to do this and what are the differences between them?

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

© SAP AG CR100 4-21

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2-1 In the SAP CRM system, create a product of the type 6HUYLFH.

2-1-1 Log on to the SAP CRM system, branch to the product maintenance and create a service ��5HSDLU�(5HSDLU�JURXS��) with the category 6HUYLFH�3URGXFW�ZLWK�5HVRXUFHV. Maintain the following data:

Item Category Group: 6592�� VHUYLFH�LWHP� Tax Classification: )5�±�0:67�±�)8//

Distribution Chain: ,'(6�75��

Base Unit of Measure: /(

The price (condition type �35�) for a ##Repair work is to be maintained depending on the product, and in distribution channel IDES TR / 10 it amounts to EUR 50.

Save the product data.

2-2 Locator and worklist in the product maintenance.

2-2-1 Include the product ##5HSDLU in your worklist.

You can use 6HWWLQJV�(found under ([WUDV in the toolbar) to change the display format of the /RFDWRU and to assign )LQG and :RUNOLVW to the active tab page.

2-2-2 Has the product ##Repair that was created correctly also been created automatically in the SAP ERP system?

© SAP AG CR100 4-22



The first attribute =722/��'HVFULSWLRQ��WRRO�UHTXLUHG��is of the type FKHFNER[ with the value range <HV and 1R.�The second attribute =722/��'HVFULSWLRQ��WRRO��is of the type FKDUDFWHU�VWULQJ (��-character), has multiple values, with the value range 08/7,0(7(5 (multimeter) and 3/,(56�(pliers).

2-3-2 Create a set type =5(3$,5## (5HSDLU�FKDUDFWHULVWLFV ##) for 6HUYLFHV and assign to it the attributes you created in the previous exercise.

Make sure you set the 0XOWLSOH�9DOXHV�3RVV� indicator for the attribute =722/�.


The first category 5227��$X[LOLDU\�HQWU\��should not be assigned to a product type, nor should it be possible to assign products or objects to this category.

We recommend that you first define a root node so that you can later assign several categories on the same level.

The second category, ��5(3$,5��5HSDLU�RI�JURXS��should be assigned to the product type 6HUYLFH. It should also be possible to assign products and objects to this category.

Assign the set type created by you (=5(3$,5��) to this category, as well as the view ID %$6,& (*HQHUDO). Save your entries.

Alternatively, you can assign a value to the 9LHZ�,' field. This controls whether the attributes are later displayed on an existing or new tabulator.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&URVV�$SSOLFDWLRQ�&RPSRQHQWV�o�6$3�3URGXFW�o�6HWWLQJV�IRU�3URGXFW�0DLQWHQDQFH�o�'HILQH�9LHZV�Enter =9,(:�� as the view and *URXS�9LHZ�� as the view description.

2-3-4 Go to product maintenance and change your product by entering and saving the relevant hierarchy and category in product categories in *HQHUDO�'DWD.


© SAP AG CR100 4-23


2-4-1 Display the set type =75(3$,5. Apart from the assigned attributes, what differentiates this set type from the one you created in the previous exercise?


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Display the mini-template &5�� (UHSDLU�FKDUDFWHULVWLFV�WHPSODWH).

You should see two attributes containing default values (Trade test and Driver’s license category).

2-4-3 Display the category =76(59,&(B�� of the product hierarchy =7B+,(5. Apart from the assigned set types, what else can you see?

2-4-4 Now assign category =76(59,&(B�� of the product hierarchy =7B+,(5 to your product master.

What do you notice?


2-5-1 What product types does the SAP CRM system recognize?

_____________________________________________________

_____________________________________________________


_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

© SAP AG CR100 4-24

© SAP AG CR100 4-25

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1-1 Create a material master record with several views in the (53 system.

1-1-1 Log on to the ERP system and branch to Materials Maintenance:

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Enter the data given in the exercise.

1-2 Display the material master in the SAP CRM system and familiarize yourself with product maintenance.

1-2-1 Use the /RFDWRU to search for your product.

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�3URGXFWV�Enter the following values on the )LQG tab page of the /RFDWRU: Find: 0DWHULDOV By: ,Q�'HVFULSWLRQ

ID/description: ��0

Choose 6WDUW. 1-2-2 Include the product in your worklist.

Select the product in the Locator and choose $GG�WR�:RUNOLVW ( ).

1-2-3 View the detailed data in the General Data for your product. Has your product master been created without any errors?

Yes. For example, unit of measure, item category group, and sales and distribution data are correctly entered.

You can find the sales price transferred from the backend system on the &RQGLWLRQV tab page.

The product is assigned to ERWK categories 0$7B+$:$ (R3PRODSTYP) and �� (R3MATCLASS). All the information (material type and material group) was derived from the material master of SAP ERP.

© SAP AG CR100 4-26

1-2-4 Display the relationships for your product. Why are no product relationships displayed?

Relationships are generally maintained in the CRM product master and not in the SAP ERP material master.

In product maintenance for your product, switch from the *HQHUDO�'DWD area to the 5HODWLRQVKLSV data area.

Go to change mode, if applicable.

Use the Locator to search for the accessory product 5��. Select it and drag it to the $FFHVVRULHV�tab page� Accessories are used in the product catalog (E-Commerce) and in the Interaction Center for product proposal strategies.

© SAP AG CR100 4-27



6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�6HW�7\SHV�DQG�$WWULEXWHV�Attribute: =',$*21$/��

Choose &UHDWH.

Description: 6L]H�RI�PRQLWRU��

Attribute Type: ,QWHJHU Attribute Length: �

Choose the 9DOXH�5DQJH tab.

Single Value or Lower Limit: �� and �� (one row each)

Fixed Value, Description: �� and �� inches

Choose 6DYH and %DFN.

�Attribute: =021,7257<3��

Choose &UHDWH.

Description: 0RQLWRU�W\SH��

Attribute Type: &KDUDFWHU�VWULQJ

Attribute Length: �


Single Value or Lower Limit: 7)7 or &57 (one row each)

Fixed Value, Description: )ODW or QRUPDO Choose 6DYH and %DFN.

1-3-2 Create a set type =021,725�� and assign to it the attributes you created in the previous exercise.

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�6HW�7\SHV�DQG�$WWULEXWHV�Set Type: =021,725��

Choose &UHDWH.

Description: 0RQLWRU�FKDUDFWHULVWLFV��

Product Type: 0DWHULDO��FKHFNPDUN��Choose the $VVLJQHG�$WWULEXWHV tab� Attribute: =',$*21$/(��

Attribute: =021,7257<3��

Save the set type.

© SAP AG CR100 4-28

1-3-3 Create a category hierarchy and two categories.

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�&DWHJRULHV�DQG�+LHUDUFKLHV�Choose 1HZ�+LHUDUFKLHV�� Hierarchy ID: ��+,(5

Description: +LHUDUFK\�*URXS��

Choose ENTER.

Select 1HZ�&DWHJRU\.

Category ID: 5227

Description: $X[LOLDU\�HQWU\��

Choose ENTER.


Category ID: ��021,7256

Description: 0RQLWRUV�RI�*URXS��

Product Type: 0DWHULDO��FKHFNPDUN� Select the 6HW�7\SHVV�tab.

Choose $GG�VHW�W\SH ( ) and select your set type =021,725��.

Save your data.

1-3-4 Go to product maintenance and categorize your product by entering and saving the relevant hierarchy and category in product categories in the SAP Basic Data.

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�3URGXFWV�If necessary, find and open your product master (for example, using /RFDWRU�→�:RUNOLVW) Choose the 6$3�%DVLF�'DWD view.

In the product category area, enter the hierarchy ID ��+,(5 and then select the category ��021,7256 in the Category ID field.

Choose ENTER.

After a few seconds you see two new fields in the product master.

© SAP AG CR100 4-29

1-4 Templates on the product master

1-4-1 Display the set type =7021,725. Apart from the assigned attributes, what differentiates this set type from the one you created in the previous exercise?

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�6HW�7\SHV�DQG�$WWULEXWHV�Set Type: =7021,725

Choose 'LVSOD\� In the characteristics, the indicator 7HPSODWH�(QDEOHG is set.


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&URVV�$SSOLFDWLRQ�&RPSRQHQWV�o�6$3�3URGXFW�o�7HPSODWHV�o�0DLQWDLQ�0LQL�7HPSODWHV Display the mini-template CR100 (monitor characteristics).

Find: 3URGXFW�WHPSODWHV By: 7HPSODWH�7\SHV ID/Description: 021

Choose 6WDUW. Expand the first entry VHW�W\SH and double-click the template below it.

You should see two attributes containing default values (/RXGVSHDNHU�RXWSXW and 0D[LPXP�FRQWUDVW).

1-4-3 Display the category �� of the product hierarchy 3&6+23B��. Apart from the assigned set types, what else can you see?

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�&DWHJRULHV�DQG�+LHUDUFKLHV�In the field 7HPSODWH (on the right beside the field Set type), you see the value &5��.

1-4-4 Now assign category �� of the product hierarchy 3&6+23B�� to your product master.

What do you notice?

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�3URGXFWV�If necessary, find and open your product master (for example, using /RFDWRU�→�:RUNOLVW) Choose the 6$3�%DVLF�'DWD view.

In the product category area, enter the hierarchy ID 3&6+23B�� and then select the category �� in the Category ID field.

Choose ENTER.

After a few seconds you see two new fields in the product master, this time containing the default values from the template.

© SAP AG CR100 4-30


1-5-1 Which product types exist in CRM?

In CRM, there are six technically different product types.

0DWHULDOV – physical products, used in different scenarios (for example, Sales and Service)

6HUYLFHV – for example, services used in the service scenario

)LQDQFLQJ and )LQDQFLDO�6HUYLFH – used, for example, in banking and the insurance sector (leasings)

:DUUDQWLHV – used in the Service scenario

,3¶V (Intellectual Properties) - media-specific product type


<HV. Material and service masters can be loaded from SAP ERP into SAP CRM.

A customer enhancement can be used to transfer additional SAP ERP-specific data into the CRM system as well as the standard information.

CRM product masters can be uploaded manually (individually) into SAP ERP. Only data that is supported in SAP ERP is transferred.

1RWH� Proprietary set types and attributes are not transferred.

© SAP AG CR100 4-31


2-1 In the SAP CRM system, create a product of the type 6HUYLFH.

2-1-1 Log on to the SAP CRM system, branch to the product maintenance and create a service ��5HSDLU�(5HSDLU�JURXS��) with the category 6HUYLFH�SURGXFW�ZLWK�UHVRXUFHV. 6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�3URGXFWV�Choose Create service ( ).

For Category: 6(5B��

Choose &RQWLQXH.

Service: ��6HUYLFH

Description: 5HSDLU�JURXS��

Item Cat. Group: 6592

Go to the 6HUYLFH tab.

3URGXFW�7D[HV: Country: )5

Tax Type: 9$7

Tax Group: )8//�6DOHV��'LVWULEXWLRQ�FKDLQ��Select $VVLJQ��. Choose ,'(6�75��.

Choose the 6DOHV��'LVWULEXWLRQ tab.

Base Unit of Measure: /(

Choose the &RQGLWLRQV tab.

Condition Type: 0PR0

Choose the key combination VDOHV�RUJDQL]DWLRQ��GLVWULEXWLRQ�FKDQQHO��SURGXFW (6$3��).

Sales Organization: ,'(6�75

Distribution Channel: ��

Amount: ��

Currency: (85

Choose Save�

© SAP AG CR100 4-32

2-2 Locator and worklist in the product maintenance.

2-2-1 Include the product��5HSDLU in your worklist.

Enter the following values on the )LQG tab page of the /RFDWRU: Find: 6HUYLFH ID/Descriptrion: ��6

Choose 6WDUW. Select the product in the Locator and choose ,QFOXGH�LQ�:RUNOLVW ( ).

2-2-2 Has the product ##Repair that was created correctly also been created automatically in the SAP ERP system?

1R, the product ##Service has not been created in the SAP ERP system?

For a product to be transferred to the ERP backend system, a manual step must be performed in the product maintenance (menu *RWRo�6HQG�WR�2/73��) In addition, the upload must be permitted for the corresponding product type in the system settings.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�0DVWHU�'DWD�o�3URGXFWV�o�6HWWLQJV�IRU�3URGXFW�7\SH�o�$OORZ�8SORDG�IRU�D�3URGXFW�7\SH�

© SAP AG CR100 4-33



6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�6HW�7\SHV�DQG�$WWULEXWHV�Attribute: =722/��

Choose &UHDWH.

Description: 7RRO�UHTXLUHG��

Attribute Type: &KHFNER[


Fixed Value, Description: 1R��<HV� Choose 6DYH and %DFN.

Attribute: =722/��

Choose &UHDWH.

Description: 7RRO��

Attribute Type: &KDUDFWHU�VWULQJ

Attribute Length: ��

Multiple values are possible: &KHFNPDUN


Single Value or Lower Limit: 0XOWLPHWHU or SOLHUV Fixed Value, Description: 0XOWLPHWHU or SOLHUV Choose 6DYH and %DFN.

2-3-2 Create a set type =5(3$,5## (5HSDLU�FKDUDFWHULVWLFV ##) for 6HUYLFHV and assign to it the attributes you created in the previous exercise.

Make sure you set the 0XOWLSOH�9DOXHV�3RVV� indicator for the attribute =722/�.

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�6HW�7\SHV�DQG�$WWULEXWHV�Set Type: =5(3$,5��

Choose &UHDWH.

Description: 5HSDLU�FKDUDFWHULVWLFV��

Product Type: 0DWHULDO��FKHFNPDUN��Choose the $VVLJQHG�$WWULEXWHV tab� Attribute: =722/��

Attribute: =722/� ## and set the 0XOWLSOH�9DOXHV�3RVV� indicator.

Save the set type.

© SAP AG CR100 4-34


6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�&DWHJRULHV�DQG�+LHUDUFKLHV�Choose 1HZ�+LHUDUFKLHV�� Hierarchy ID: ��+,(5

Description: +LHUDUFK\�*URXS��

Choose ENTER.


Category ID: 5227

Description: $X[LOLDU\�HQWU\��

Choose ENTER.


Category ID: ��5(3$,5

Description: 5HSDLU�RI�JURXS ##

Product Type: 6HUYLFH �FKHFNPDUN� Select the 6HW�W\SHV�tab.

Choose $GG�VHW�W\SH ( ) and select your set type =5(3$,5��. In the View ID field, enter %$6,& (*HQHUDO). Save your data.

2-3-4 Go to product maintenance and change your product by entering and saving the relevant hierarchy and category in product categories in *HQHUDO�'DWD.


© SAP AG CR100 4-35


2-4-1 Display the set type =75(3$,5. Apart from the assigned attributes, what differentiates this set type from the one you created in the previous exercise?

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�6HW�7\SHV�DQG�$WWULEXWHV�Set Type: =75(3$,5

Choose 'LVSOD\� In the characteristics, the indicator 7HPSODWH�(QDEOHG is set.


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&URVV�$SSOLFDWLRQ�&RPSRQHQWV�o�6$3�3URGXFW�o�7HPSODWHV�o�0DLQWDLQ�0LQL�7HPSODWHV Display the mini-template &5�� (UHSDLU�FKDUDFWHULVWLFV). Find: 3URGXFW�WHPSODWHV By: 7HPSODWH�W\SH ID/Description: 5(3

Choose 6WDUW. Expand the first entry 6HW�W\SH and double-click the template below it.

You should see two attributes containing default values (7UDGH�WHVW and 'ULYHU¶V�OLFHQVH�FDWHJRU\).

You should see two attributes containing default values (Trade test and Driver’s license category).

2-4-3 Display the category =76(59,&(B�� of the product hierarchy =7B+,(5. Apart from the assigned set types, what else can you see?

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�&DWHJRULHV�DQG�+LHUDUFKLHV�In the field 7HPSODWH (on the right beside the field Set type), you see the value &5��.

2-4-4 Now assign category =76(59,&(B�� of the product hierarchy =7B+,(5 to your product master.

What do you notice?

6$3�0HQX�o�0DVWHU�'DWD�o�3URGXFWV�o�0DLQWDLQ�3URGXFWV�If necessary, find and open your product master (for example, using /RFDWRU�→�:RUNOLVW) …

© SAP AG CR100 4-36

…

Select the *HQHUDO view

In the product category area, enter the hierarchy ID =7B+,(5 and then select the category =76(59,&(B�� in the Category ID field.

Choose ENTER.

After a few seconds you see two new fields in the product master, this time containing the default values from the template.


2-5-1 Which product types exist in CRM?

In CRM, there are six technically different product types.

0DWHULDOV – physical products, used in different scenarios (for example, Sales and Service)

6HUYLFHV – for example, services used in the service scenario

)LQDQFLQJ and )LQDQFLDO�6HUYLFH – used, for example, in banking and the insurance sector (leasings)

:DUUDQWLHV – used in the Service scenario

,3¶V (Intellectual Properties) - media-specific product type


<HV. Material and service masters can be loaded from SAP ERP into SAP CRM.

A customer enhancement can be used to transfer additional SAP ERP-specific data into the CRM system as well as the standard information.

CRM product masters can be uploaded manually (individually) into SAP ERP. Only data that is supported in SAP ERP is transferred.

1RWH� Proprietary set types and attributes are not transferred.

© SAP AG CR100 5-1

SAP AG 2004

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� 7UDQVDFWLRQV�DUH�D�IOH[LEOH�PHDQV�WR�FRQWURO�DQG�PDQDJH�SURFHVVHV�DFFRUGLQJ�WR�\RXU�FRPSDQ\V�UHTXLUHPHQWV�

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� The concept of business transactions has the following meanings: y A business transaction can cover several business cases, for example, sales order and contact. y There is a similar interface for processing all types of business transactions. There is a strict split

between the user interface and the processing of transactions. y Similar functions are available in all types of business transactions.

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SAP AG 2004

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*HQHUDO�GDWD��VXFK�DV1% �&��"�-)�!"� � �� !�23 �� & �42�� ' �+�*5��6&� � �87� ��%� ' �.9� �� )�� 7 ' �� 3 !��! ' &3:' 9<;= ��!

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� A business transaction expresses a business interaction with a business partner. �

The business transaction provides business structures and functions that can be used in various processes of a company, for example, in sales, marketing or service.

� Depending on the Leading Transaction Category (for example, contact, opportunity, sales, service), a business transaction has a certain structure.

Examples y Tasks have only a header level. y Leads, opportunities and service transactions have a header and item level. y Sales transactions additionally have a schedule line level (delivery quantities and delivery dates,

possibly after an ATP check).

© SAP AG CR100 5-7

SAP AG 2004

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� A business transaction can be assigned to one or several business transaction categories, depending on what the leading business transaction category is. Assigned business transaction categories allow detailed control of the transaction.

� Only specific combinations of business transaction categories are possible. �

Example: y The transaction category 6592 (service category) has the leading business transaction category VHUYLFH�WUDQVDFWLRQ and three assigned business transaction categories FRQWDFW, VDOHV and VHUYLFH�WUDQVDFWLRQ.

y The transaction category /($' (lead) has the leading business transaction category OHDG and one assigned business transaction category OHDG.

y The transaction category 7$ (telesales) has the leading business transaction category VDOHV and two assigned business transaction categories FRQWDFW and VDOHV.

� Control attributes (such as the leading business transaction category, text determination procedure, partner determination procedure, status profile, the organizational data profile and the number range assignment) can be defined at header level. Various settings can be made, depending on the business transaction category.

� Assigning blocking reasons: You can use these blocking reasons to block a business partner for entering particular business transactions. Then you cannot enter any business transactions, to whose transaction category this applies, for the blocked business partner.

� Permitted channels for transaction categories: When you have assigned a transaction category to particular channels, only these transaction types are then offered in the value-help selection in the corresponding channel.

© SAP AG CR100 5-8

SAP AG 2004

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� First you define the general settings, meaning the attributes that are the same for all item categories. y Item object type: Partner determination, status profile, ATP profile, action profile, date profile, BOM

explosion and configuration data. �

Next you define the business context in which the item category is used. Settings differ depending on the assigned business transaction category. For example, billing relevance is defined under 6DOHV and confirmation relevance under 6HUYLFH�7UDQVDFWLRQ.

� Example: y The item category 6593 (service product item) has two assigned business transaction categories 6DOHV and 6HUYLFH�WUDQVDFWLRQ.

y The item category 2337 (opportunity item) has one assigned business transaction category 2SSRUWXQLW\.

� Activities normally do not have items. Customizing item categories and item category determination is not necessary in this case. Exception: Activity reports.

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SAP AG 2004

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� The field ,WHP�&DWHJRU\�*URXS of the product master exists as both organizational data-dependent (for example 6DOHV tab page) and organizational data-independent (for example 6$3�%DVLF�'DWD tab page).

� The procedure for the determination of item categories should be set up in the same way as in the SAP ERP system, especially in the case of replication-relevant transactions. Otherwise, problems can occur in the upload to SAP ERP.

� Other custom-made item categories and their determination must be set up manually. No customizing download from SAP ERP is supported.

� Examples for item category determination: y A sales item (NORM) in a standard sales order (TA) will lead to item category TAN. y A sales item (NORM) in a standard sales order (TA) that belongs to a higher-level item of item

category TAN will lead to item category TANN, once free goods determination takes place (item category usage is FREE).

y A service product item (SVRP) in a standard service order (SRVO) will lead to item category SRVP.

© SAP AG CR100 5-10

SAP AG 2004

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� Not all functions are available in every transaction type. �

A selection of basic functions are: y Partner Processing y Pricing y Incompleteness Check y Text Management y Date Management

� The following sales-specific functions are covered in more detail in CR300 CRM Sales: y Product Substitution y Free Goods y Credit Check y Availability Check (ATP Check)

© SAP AG CR100 5-11

SAP AG 2004

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� You can choose several transaction documents in the locator, and create exactly one follow-up document for them.

� The header data is copied from the first transaction in the hit list, and the item data from all transactions is collected on the ,WHP�VHOHFWLRQ tab page.

� Prerequisite: Relevant organizational data in the source and target transactions should match. �

For processing follow-up documents, you must perform three customizing steps: y Copy control for transaction types y Copy control for item categories y Determine item category when copying

� When you FRS\ transactions, the system produces a copy and displays it for processing. When the copied transaction is saved, the document flow is QRW updated, that is, the copied transaction has no connection to the original transaction.

� Customers with particular requirements for copying control can enhance the conditions according to their wishes. You have the option of writing your own data transfer routines using BAdI (business add-in) methods. For creating copying routines, you can use the &50B&23<B%$', BAdI.

© SAP AG CR100 5-12

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� You need copying control for processing follow-up documents. �

Copying control for transaction types is mandatory. �

Copying control for item categories is mandatory when you want to copy products (items) into a follow-up document.

� The definition of item category determination when copying is optional and can be used under special circumstances.

� Copying control can be maintained in Customizing: 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�&RS\LQJ�&RQWURO�IRU�%XVLQHVV�7UDQVDFWLRQV�

� It is sometimes necessary to deactivate the item category determination in the target transaction. In this case, you can transfer the 'HILQH�,WHP�&DWHJRU\�'HWHUPLQDWLRQ�:KHQ�&RS\LQJ and, for example, a quotation item with item category ZAG1 (the above example deals with a sales item - item category group NORM) into an order item with item category ZTA1.

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� When processing follow-up documents, the document flow is updated. �

From the document flow it is possible to navigate to linked business transactions. It is also possible to navigate to the SAP R/3 system (for example, to the delivery document).

� In the SAP GUI document flow: y The 'HWDLO�9LHZ only shows the immediate preceding/succeeding documents. y The 2YHUYLHZ shows all documents that are linked.

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� When you create an activity and then see that it should have been created as a follow-up transaction to an existing case, you can subsequently link this activity to an existing transaction.

� You can subsequently link follow-up transactions from header to header.

� It is not possible to subsequently link from item to item.

� When you subsequently link follow-up transactions, the document flow is updated automatically. When you delete a link, the document flow is updated accordingly when you save the transaction.

� To enable subsequent referencing, you have to create an object relationship profile in Customizing and assign it to a transaction type.

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� In SAP CRM it is possible to maintain textual information for several objects, for example: y Business partner y Product y Product catalog y Business transaction (header and item) y Billing documents (header and item)

� Texts can be maintained for different languages.

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� The definition of the text determination procedure is similar to that of pricing. First you define several text types. After that you define the source texts of your text types within access sequences; for example, if no sales text is available, the system should display the basic text.

� According to your business scenario, you combine a number of text types in the text determination procedure. These texts are automatically displayed in documents or can be entered there.

� Text objects and text types are defined in Customizing: 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�7H[W�0DQDJHPHQW�→�'HILQH�7H[W��2EMHFWV�DQG�7H[W�7\SHV�

� Text determination procedures and access sequences are also defined in Customizing: 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�7H[W�0DQDJHPHQW�→�'HILQH�7H[W�'HWHUPLQDWLRQ�3URFHGXUH��

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� The status line displays the user status if a status profile exists; otherwise, the status line displays the system status.

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� The status line displays the user status if a status profile exists; otherwise, the status line displays the system status.

� In SAP GUI you can display a status analysis. If you would like to analyze a problem individually, and would like to know for example why the system does not display a specific status for a setting, you can use the status analysis to call up a technical analysis function.

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� System status: Status set by the system which informs the user that the system has executed a specific business transaction on an object. You can only influence this status if you execute a business transaction that changes the system status.

y However, there are also some system statuses in CRM that the user can set or reset as he wishes, for example, 'R�QRW�GLVWULEXWH� These statuses are defined in the CRMC_STATUS_PROC table.

� User status: Status set by you that you can create in addition to the system status. You define a user status in a status profile that is created in Customizing for business transactions. You can define and activate as many user statuses as you wish. A status profile can then be assigned to a transaction type (header status) and an item category (item status).

� User statuses allow you to control business processes managed by means of the system status. You can set and delete user statuses manually during business processes.

� The header status is independent of the item status. One exception is the status &RPSOHWHG� If all items have the status &RPSOHWHG, the header status is also set to &RPSOHWHG.

� Depending on the business transaction, R/3 Transfer and R/3 Status information is available (for example, in a sales order).

� Setting a user status can influence the system status.

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� User statuses are defined in status procedures or VWDWXV�SURILOHV. In status profiles you can do the following: y Define the sequence in which user statuses can be activated y Define initial statuses y Allow or prohibit certain business transactions

� You must assign at least one object type, such as CRM Order Header, to the status procedure. �

You can define a status profile in Customizing:�6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�6WDWXV�0DQDJHPHQW�

� The impact of a system status to a business transaction can be displayed using transaction BS23.

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� You can make settings for the incompleteness check in business transactions. You can define when a business transaction should be considered incomplete in the system and what message type the system should issue to the application log during data processing. You can restrict the incompleteness check to individual transaction types and to individual business partners.

� The scope of the check can differ for each object. For example, the system checks different fields in a sales order than it checks in an opportunity.

� You can define the incompleteness check in Customizing. For this, choose 6$3�,PSOHPHQWDWLRQ�*XLGH�

→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�,QFRPSOHWHQHVV��

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� To set up the incompleteness check, perform these steps: y Define an incompleteness group for business transactions and items. y Define an incompleteness check for business partners. In the business partner master data, assign the

required business partners to the incompleteness group in the 6DOHV�$UHD�'DWD on the 6DOHV tab. y Assign transaction types to the incompleteness groups. In the incompleteness check, the same

conditions are valid for all transaction types with the same incompleteness group assigned. y Assign item categories to the incompleteness groups. In the incompleteness check, the same

conditions are valid for all item categories with the same incompleteness group assigned. y Define the incompleteness procedures that are valid for the various subobjects of a transaction, for

example, SALES for sales data or PRODUCT_I for product data at item level. In an incompleteness procedure, you can group fields that you want to check for completeness. If you do not enter data in any of these fields in the business transaction, the transaction is considered incomplete. For each field in the procedure, you must also define whether the message issued to the application log during data processing should be a warning or an error message.

y Assign the incompleteness groups to the incompleteness procedures. This specifies the business transactions in which checks are carried out. If you assign an incompleteness group for business partners to an incompleteness procedure, the system carries out the check only for those business partners to whom the incompleteness group was assigned. If you create a transaction using that transaction type and business partner, however, the incompleteness procedure is valid only the business partner, that is, the system does not display a combination of both procedures as incomplete. Only the fields from the incompleteness procedure for the business partner are displayed as incomplete.

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� In Customizing, you can deactivate the updating of change documents for transaction types. Therefore go to the details of a transaction type and check the flag 1R�&KDQJH�'RFXPHQWV.

� In SAP GUI you can display the change documents by choosing ([WUDV�→�&KDQJH�'RFXPHQWV.

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• Create and analyze a transaction

• Create a transaction type

• Describe and perform the item category determination for a transaction type

You would like to use a new transaction type for your trade fair business in the 6DOHV area. Therefore, you should copy an existing transaction type and customize it using the Implementation Guide (IMG). Before you create a transaction type, you would like to understand the application and where to find the data.

Optional (service)

You want to set up a new transaction type for service transactions in the 6HUYLFH area.

1-1 To familiarize yourself with a number of basic mechanisms of the transaction processing, you create a transaction in the CRM system.

1-1-1 Create a sales transaction of the type 4XRWDWLRQ ��!�2UGHU� for the sold-to party ##0HJDVWRUH. Use ##4XRWDWLRQ as an external reference.

1-1-2 Which transaction type (technical key) represents this transaction?

_____________________

Adapt the local layout for this, icon.

Choose 2SWLRQV and then the ([SHUW tab page. Select 'LVSOD\�NH\�LQ�DOO�GURSGRZQ�ER[HV and 6RUW�HQWULHV�E\�NH\.

The entries become effective when you press ENTER again after making the settings.

1-1-3 Enter the product with the number +7�� and a quantity of �� 3&�in the item list.

Which item category is determined by the system?

_______

1-1-4 Save the transaction and note the number.

____________

© SAP AG CR100 5-26

1-2 If applicable, call the last sales transaction you saved and analyze the item category that was determined and also how it was determined.

1-2-1 Where in Customizing will you find the detailed settings for the transaction type used?

1-2-2 Where in Customizing will you find the detailed settings for the item category determined?

1-2-3 In Customizing, check whether this item category contains a date profile.

What %LOO��5HOHYDQFH indicator does this item category have?

1-2-4 In Customizing, analyze the item category determination. What were the influencing factors or associated values found for the item category determined in the previous step? Write down both the influencing factors and associated values.

___________________________________________________

___________________________________________________

___________________________________________________

Go to the product master to determine the relevant item category group.

1-2-5 What other factors can influence the determination of an item category? Name a suitable example.

1-3 You would like to create a new sales transaction type =$## (##4XRWDWLRQ) in Customizing. Create it as a copy of the existing transaction type AG and make some small changes.

6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�6$3�5HIHUHQFH�,0*�button�6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�1-3-1 Search for the existing transaction type $*.

1-3-2 Select the line and choose &RS\�DV«.

1-3-3 Enter the abbreviation =$## and the description ##4XRWDWLRQ (short DQG long text).

1-3-4 Confirm the dialog box (number of copied dependent entries) with (17(5.

1-3-5 Assign the organizational data profile =25*352)## to this transaction type.

1-3-6 Choose 6DYH�

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1-4 In order to use the new transaction type, it is necessary to maintain LWHP�FDWHJRU\�GHWHUPLQDWLRQ. If you are entering a sales item, you do not use your own item category, but rather the SAP standard item category for a quotation item.

1-4-1 In Customizing, set up the item category determination.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�,WHP�&DWHJRU\�'HWHUPLQDWLRQ�

1-4-2 Search (using 3RVLWLRQ) for Trans. type $* and Item Cat. Group 1250��6WDQGDUG�LWHP�. Select the line and choose &RS\�DV«.

1-4-3 Replace transaction type AG with your new transaction type =$��.

1-4-4 Save your entries.

1-5 Test your new transaction type by creating a sales transaction of type ##4XRWDWLRQ.�1-5-1 Enter sold-to party ##6WRFNPDQQ and the QXPEHU of your previously created

product with the description ##0RQLWRU and TXDQWLW\��.

Save the transaction and note the number.

___________________ >GDWD�VKHHW@

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• Describe copying control for transaction types and item categories in CRM, and implement and test this

• Create business transactions as copies or as follow-up transactions of already existing transactions

You want to use the quotation you created in a previous exercise as a basis for creating additional business transactions such as standard telesales order. To do this, you must be able to describe copying control in CRM and make the necessary entries.

2-1 To be able to productively use transaction type =$�� (##4XRWDWLRQ)�that you created in the system (that is, to be able to create follow-up transactions), you must make or check the required entries for transaction types and item categories (on header and item level) in copying control.

2-1-1 Try to create a sales order of the type 7HOHVDOHV as a follow-up transaction for the ��4XRWDWLRQ you created in the previous exercise.

Does the system allow you to do this?

____________________

Why not?

____________________________________________________

2-1-2 In the Customizing of &RS\LQJ�&RQWURO�IRU�7UDQVDFWLRQ�7\SHV, check whether the relevant entry for copying the source transaction type =$## to the target transaction type 7$ is missing.

Now add the missing entry.

2-1-3 Test your settings and create a transaction of the type 7HOHVDOHV as a follow-up transaction for =$## ��4XRWDWLRQ� and make a note of the number.

____________________________

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• Explain, implement and test text determination for transactions in CRM

You want to understand and create settings for the text determination for the transaction type you created in the last exercise.

To do this, you analyze the existing text determination procedure and then make a number of changes in order to enter additional text data.

3-1 Settings for text determination

3-1-1 Which text determination procedure is used in transactions of the type ##4XRWDWLRQ?

________________

3-1-2 Take a look at the settings for this text determination procedure in Customizing.

What text types are used in the underlying text determination procedure?

__________________________________________________

3-1-3 What could possibly be the source for text data in the +HDGHU�1RWH text type?

3-1-4 Copy the text determination procedure 25'(5�� Enter =7'3## as the text determination procedure ID and ##7H[W�'HWHUPLQDWLRQ�3URFHGXUH�as the description.

Also include the text type $�� (3UHSDUDWLRQ) in the text determination procedure.

3-1-5 Assign the text determination procedure you created, =7'3��, to your transaction type =$�� (��4XRWDWLRQ).

3-1-6 Use the transaction type =$��4XRWDWLRQ��to test that the text determination procedure and the text type function correctly.

Create a ��4XRWDWLRQ and check that the new text type appears on the 7H[WV tab page.

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• Explain, implement and test incompleteness for transactions in CRM

You want to create a new incompletenes procedure for your transaction type ZA##, ##4XRWDWLRQ. The transaction shall be classified as incomplete if the external reference is missing.

4-1 You would like to ensure that the sales transaction ZA## must have the External Reference field maintained. You would like an error message if no data is entered for the field. Create an incompleteness group =*�� with the description ,&�*URXS��for your transaction. Maintain the incompleteness procedure =3## with the description ,&�3URFHGXUH��.

4-1-1 Define the incompleteness group =*##.

4-1-2 Assign the incompleteness group to your transaction type =$��.

4-1-3 Create an incompleteness procedure =3�� with the description ,&�3URFHGXUH��.

4-1-4 Enter the details for the incompleteness procedure and define the ([WHUQDO�5HIHUHQFH field so that an error appears if it is not filled. Save your data.

To see the field name, click in the field, press F1 help, and choose 7HFKQLFDO�,QIRUPDWLRQ. In the )LHOG�'DWD section, you will see the field name�

4-1-5 Create an incompleteness procedure 'HWHUPLQDWLRQ. Enter =*��in the ,QFRPSOHWHQHVV�*URXS��7UDQVDFW field (incompleteness for transaction type) and leave the field for the business partner blank. Enter =3�� in the 3URFHGXUH field.

4-1-6 See if your incompleteness procedure works on the business partner ##Stockmann AG. Therefore create a new transaction of type ��4XRWDWLRQ.

Is an error message displayed?

When you open the application log you can double-click on the message to navigate to the corresponding field.

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1-1-1 Create a service transaction of the type 6HUYLFH�7UDQVDFWLRQ for the sold-to party ##0HJDVWRUH.


__________________________________________________

1-1-3 Enter the product with the number 659�B� and a quantity of ��in the 3URGXFW field in the item details.


________


______________

1-2 If applicable, call the last service transaction you saved and analyze the item category that was determined and also how it was determined.




Is the UHOHYDQW�IRU�UHVRXUFH�SODQQLQJ indicator set for the item category?



___________________________________________________

___________________________________________________

___________________________________________________


1-2-5 What other factors can influence the determination of an item category? Name suitable examples.

© SAP AG CR100 5-36

1-3 You would like to create a new service transaction type =6## (##6HUYLFH�RUGHU) in Customizing. Create it as a copy of the existing transaction type ZSE1 and make some small changes.

6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�6$3�5HIHUHQFH�,0*�button�6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�1-3-1 Search for the existing transaction type =6(�.

1-3-2 Select the line and choose &RS\�DV«.

1-3-3 Enter the abbreviation =6## and the description ##6HUYLFH�RUGHU (short DQG long text).


1-3-5 Assign the partner determination procedure =7659+�� and the organizational data profile =725*6�� to this transaction type.


1-4 In order to use the new transaction type, it is necessary to maintain the item category determination.



1-4-2 Using 3RVLWLRQ, search for transaction type =6(� and item category group 6592��VHUYLFH�LWHP�. Select the line and choose &RS\�DV«.

1-4-3 Replace transaction type ZSE1 with your new transaction type =6##.�Choose (QWHU.


1-5 Test your new transaction type by creating a service order of type ##6HUYLFH�RUGHU.�1-5-1 Enter sold-to party ##6WRFNPDQQ and the product with the number

##6(59,&( and the TXDQWLW\��.

Set the status 'LVWULEXWLRQ�/RFN for this transaction.


________________

© SAP AG CR100 5-37

2SWLRQDO�([HUFLVH��6HUYLFH��

2-1 To be able to productively use transaction type =6## (##6HUYLFH�RUGHU)�that you created in the system (that is, to be able to create follow-up transactions), you must make or check the required entries for transaction types and item categories (on header and item level) in copying control.

2-1-1 Try to create a service confirmation of the type &RQILUPDWLRQ (transaction type =6(&) as a follow-up transaction for the ##6HUYLFH�RUGHU you created in the previous exercise.


____________________

Why not?

____________________________________________________

2-1-2 In the Customizing of &RS\LQJ�&RQWURO�IRU�7UDQVDFWLRQ�7\SHV, check whether the relevant entry for copying the source transaction type =6## to the target transaction type =6(& is missing.


2-1-3 Test your settings and create a transaction of the type &RQILUPDWLRQ as a follow-up transaction for =6## ��6HUYLFH�RUGHU� and make a note of the number.

____________________________

© SAP AG CR100 5-38

© SAP AG CR100 5-39



3-1-1 Which text determination procedure is used in transactions of the type ##6HUYLFH�2UGHU?

________________



__________________________________________________

3-1-3 Is an access sequence assigned to one of the text types used?

3-1-4 Copy the text determination procedure 659�� Enter =7'3## as the text determination procedure ID and ##7H[W�'HWHUPLQDWLRQ�3URFHGXUH�as the description.

Also include the text type &�� (VROXWLRQ�SURSRVDO) in the text determination procedure.

3-1-5 Assign the text determination procedure you created, =7'3��, to your transaction type =6�� (��6HUYLFH�RUGHU).

3-1-6 Use the transaction type =6��6HUYLFH�RUGHU��to test that the text determination procedure and the text type function correctly.

Create a ��6HUYLFH�RUGHU and check that the new text type appears on the 7H[WV tab page.

© SAP AG CR100 5-40

© SAP AG CR100 5-41




4-1-2 Assign the incompleteness group to your transaction type =6��.




4-1-5 Create an incompleteness procedure 'HWHUPLQDWLRQ. Enter =*��in the ,QFRPSOHWHQHVV�*URXS��7UDQVDFW field (incompleteness for transaction type) and leave the field for the business partner blank. Enter =3�� in the 3URFHGXUH field.

4-1-6 See if your incompleteness procedure works on the business partner ##Stockmann AG. Therefore create a new transaction of type ��6HUYLFH�RUGHU.



© SAP AG CR100 5-42

© SAP AG CR100 5-43

�6ROXWLRQV�

8QLW�� 7UDQVDFWLRQ�3URFHVVLQJ�7RSLF�� 7UDQVDFWLRQV�DQG�WKH�5HODWHG�&XVWRPL]LQJ�


1-1-1 Create a sales transaction of the type TXRWDWLRQ for the sold-to party ��0HJDVWRUH. Use ��4XRWDWLRQ as an external reference.

6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV�Choose�&UHDWH�7UDQVDFWLRQ�( icon).

Choose 6DOHV�o�4XRWDWLRQ��!�2UGHU�. Enter ��0HJDVWRUH in the 6ROG�WR�3DUW\ field and��4XRWDWLRQ in the ([W��5HIHUHQFH field and confirm your entry.


_______________



The entries become effective when you press ENTER again after making the settings.

Select the +HDGHU�2YHUYLHZ�tab. In the 7UDQVDFWLRQ�7\SH field, the technical key $* is also displayed before the name of the transaction type.

1-1-3 Enter the product with the number +7�� and a quantity of �� 3&�in the item list.


_______

Go to the *HQHUDO tab page and in the 3URGXFW field, enter the number +7�� with the TXDQWLW\�� and confirm your entry.

The system determines the item type $*1.


____________

© SAP AG CR100 5-44

1-2 If applicable, call the last sales transaction you saved and analyze the item category that was determined and also how it was determined.


6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�6$3�5HIHUHQFH�,0*�button.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�,WHP�&DWHJRULHV�


Select entry $*1 and click on the 'HWDLOV icon ( ).

The item category has QR�GDWH�SURILOH.


In the dialog structure, double-click on $VVLJQPHQW�RI�%XVLQHVV�7UDQVDFWLRQ�&DWHJRULHV� Select the 6DOHV transaction category and double-click on &XVWRPL]LQJ�,WHP in the dialog structure.

The item category is QRW�UHOHYDQW�IRU�ELOOLQJ.



6$3�%DVLF�'DWD tab page:

,WHP�FDWHJRU\�JURXS�1250��VDOHV�LWHP��The Item Category Group field (6DOHV tab page), which is distribution chain-dependent, is empty in this case and is therefore not considered.

In this case, the item category determination is performed with the influencing factors 7UDQVDFWLRQ�7\SH ($*) and ,WHP�&DWHJRU\�*URXS (1250).

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�,WHP�&DWHJRU\�'HWHUPLQDWLRQ�…

© SAP AG CR100 5-45

…

Choose 3RVLWLRQ��, enter this data in the dialog box, and confirm with ENTER.

The system positions on the corresponding entry in the table.

Select the entry and choose Details ( icon).

The item category $*1 is used as a default value. There is no option to use an alternative item category.


Along with the transaction type and the item category group, the XVDJH and a KLJKHU�OHYHO�LWHP�FDWHJRU\�can be used to influence the item category determination.

([DPSOH: The automatic free goods discount determination in the standard sales order (TA) uses the usage FREE (free goods discount). In addition, the free goods discount item refers to a higher-level item of the 7$1 category.

If a sales item (NORM) is recorded in the sales order and a free goods discount is found, the system determines a (main) item with item category TAN in the standard system and a free goods discount item with the item category TANN.

© SAP AG CR100 5-46

1-3 You would like to create a new sales transaction type =$�� (��4XRWDWLRQ) in Customizing. Create it as a copy of the existing transaction type AG and make some small changes.

1-3-1 Search for the existing transaction type $*.

6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�6$3�5HIHUHQFH�,0*�button.�6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�1-3-2 Select the line and choose &RS\�DV«.

Select the button before the line and then the icon.

1-3-3 Enter the abbreviation =$�� and the description ��4XRWDWLRQ (short DQG long text).

It is important that you change both the short and long texts for ��4XRWDWLRQ.


If you are logged on in a language other than the course language, it makes sense to translate the entry just created into the course language.

Select *RWR�o�7UDQVODWLRQ and then the course language. Enter a text that contains your group number.

1-3-5 Assign the organizational data profile =25*352)B�� to this transaction type.

If you are no longer in the detail view of the transaction type, select your

transaction type =$�� and choose 'HWDLOV ( ).

In the 2UJGDWD3URILOH field, enter the value =25*352)B�� 1-3-6 Choose 6DYH�

© SAP AG CR100 5-47

1-4 In order to use the new transaction type, it is necessary to maintain LWHP�FDWHJRU\�GHWHUPLQDWLRQ.



1-4-2 Search (using 3RVLWLRQ) for Trans. type $* and Item Cat.Group 1250��VDOHV�LWHP�. Select the line and choose &RS\�DV«.

Choose 3RVLWLRQ�� Trans. Type: $*

Item Cat. Group: 1250�Choose ENTER.

Select the row and choose .

1-4-3 Replace transaction type AG with your new transaction type =$##.

Trans. Type: =$##.�Choose ENTER.


1-5 Test your new transaction type by creating a sales transaction of type ��4XRWDWLRQ.�1-5-1 Enter sold-to party ��6WRFNPDQQ�$* and the QXPEHU of your previously

created product with the description ��0RQLWRU and TXDQWLW\��.


Select 6DOHV�o��4XRWDWLRQ.

Enter ��6WRFNPDQQ $* in the 6ROG�WR�SDUW\ field and confirm your entry.

In the 3URGXFW field, enter the number of your product with the TXDQWLW\�� and confirm your entry.

The system determines the item type $*1.


___________________ >GDWD�VKHHW@

© SAP AG CR100 5-48

© SAP AG CR100 5-49

6ROXWLRQV�

8QLW�� 7UDQVDFWLRQ�3URFHVVLQJ�7RSLF�� ,PSOHPHQWLQJ�DQG�7HVWLQJ�&RS\LQJ�&RQWURO�

2-1 To be able to productively use transaction type =$�� (##4XRWDWLRQ)�that you created in the system (that is, to be able to create follow-up transactions), you must make or check the required entries for transaction types and item categories (on header and item level) in copying control.

2-1-1 Try to create a sales order of the type 7HOHVDOHV as a follow-up transaction for the ��4XRWDWLRQ you created in the previous exercise.


6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV�Open the ##4XRWDWLRQ you created in the first exercise.

Choose .

Enter the number of the quotation and confirm your entry.

Choose .

1R, it is currently QRW�SRVVLEOH to create a follow-up transaction of the type 7HOHVDOHV. Why not?

After a new transaction type has been set up, only transactions of type Contact or Task can be created without entries in copying control.

For all other types follow-up transactions, copy control entries are necessary.

2-1-2 In the Customizing of &RS\LQJ�&RQWURO�IRU�7UDQVDFWLRQ�7\SHV, check whether the relevant entry for copying the source transaction type =$## to the target transaction type 7$ is missing.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�&RS\LQJ�&RQWURO�IRU�%XVLQHVV�7UDQVDFWLRQV�o�'HILQH�&RS\LQJ�&RQWURO�IRU�7UDQVDFWLRQ�7\SHV�Choose 3RVLWLRQ�� Source transaction type: =$��

Choose ENTER.

The system positions on a line that is alphabetically closest to the transaction type =$##. No entry with your transaction type exists (yet).

…

© SAP AG CR100 5-50

…


Click the 1HZ�(QWULHV button.

Source transaction type: =$��

Target transaction type: 7$

Choose ENTER and save.

Because you do not use your own item category in ��4XRWDWLRQ, the transaction 7HOHVDOHV uses the standard item category TAN, and a copy control entry $*1�o�7$1 already exists (SAP Standard), you do not have to make any additional settings.

2-1-3 Test your settings and create a transaction of the type 7HOHVDOHV as a follow-up transaction for =$## ��4XRWDWLRQ� and make a note of the number.

6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV�Open the ##4XRWDWLRQ you created in the first exercise.

Choose .

Enter the number of the quotation and confirm your entry.

Choose .

Along with transactions of the type &RQWDFW and 7DVN, you now have the option 6DOHV�o�7HOHVDOHV. Choose 7HOHVDOHV. Select the indicator ,WHP�VHOHFWLRQ ( ).

Choose &RS\. Save the process.

© SAP AG CR100 5-51

6ROXWLRQV

8QLW�� 7UDQVDFWLRQ�3URFHVVLQJ�7RSLF�� 7H[W�'HWHUPLQDWLRQ�


• Explain, implement and test text determination for transactions in CRM

You want to understand and create settings for the text determination for the transaction type you created in the last exercise.

To do this, you analyze the existing text determination procedure and then make a number of changes in order to enter additional text data.


3-1-1 Which text determination procedure is used in transactions of the type ##Quotation?

6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�6$3�5HIHUHQFH�,0*�button

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�View the GHWDLOV of your transaction type =$��.

The transaction type uses the text determination procedure 25'(5��.



6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�7H[W�0DQDJHPHQW�o�'HILQH�7H[W�'HWHUPLQDWLRQ�3URFHGXUH� Select the text object &50B25'(5+ (WUDQVDFWLRQ�KHDGHU) Double-click on the entry 3URFHGXUH in the structure tree.

Select the entry 25'(5��.

Double-click on the entry 'HILQLWLRQ�RI�WKH�SURFHGXUH in the structure tree.

The text types ��+HDGHU�1RWH��&XVWRPHU�ZLVKHV��)LQDO�QRWH��,QWHUQDO�QRWH��and�6��3UREOHP�'HVFULSWLRQ� are used.

© SAP AG CR100 5-52

3-1-3 What could possibly be the source for text data in the KHDGHU�QRWH text type?

For this, take a look at access ��%XVLQHVV�SDUWQHU�WH[W�, which is assigned to text type ��.

In the details of the access sequence, you can see that it searches in the &RUUHVSRQGHQFH text type of the business partner. If there is text data here, it can be copied into the header note of the business transaction.

3-1-4 Copy the text determination procedure 25'(5��. Enter =7'3## as the text determination procedure ID and ##7H[W�'HWHUPLQDWLRQ�3URFHGXUH�as the description.

Also include the text type $�� (SUHSDUDWLRQ) in the text determination procedure.

Naviagate to 3URFHGXUH in the structure tree.

Select the entry 25'(5�� and choose &RS\�DV« ( ).

Text determination procedure: =7'3��

Dscrptn Proc.: ##7H[W�GHWHUPLQDWLRQ�SURFHGXUH

Choose ENTER:

In the dialog box that appears, confirm that you want to copy all dependent entries.

Select the newly created text determination procedure and choose 'HILQLWLRQ�RI�WKH�SURFHGXUH.

Also include the text type $�� (SUHSDUDWLRQ) in the text determination procedure.

Select 1HZ�(QWULHV. Text Type: $��

Save your entries.

3-1-5 Assign the text determination procedure you created, =7'3��, to your transaction type =$�� (��4XRWDWLRQ).

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�Change the GHWDLOV of your transaction type =$��.


Save your entries.

3-1-6 Use the transaction type =$��4XRWDWLRQ��to test that the text determination procedure and the text type function correctly.

Create a ��4XRWDWLRQ and check that the new text type appears on the 7H[WV tab page.

Yes, the new text type is displayed in transactions of the type ��4XRWDWLRQ on the 7H[WV tab page (header data).

© SAP AG CR100 5-53

6ROXWLRQV

8QLW�� 7UDQVDFWLRQ�3URFHVVLQJ�7RSLF�� ,QFRPSOHWHQHVV�


• Explain, implement and test incompleteness for transactions in CRM

You want to create a new incompletenes procedure for your new transaction type. The transaction shall be classified as incomplete if the external reference number is missing.



6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�,QFRPSOHWHQHVV�o�'HILQH�,QFRPSOHWHQHVV�3URFHGXUH�In the Dialog Structure navigate to

,QFRPSOHWHQHVV�*URXS��7UDQVDFWLRQ�,WHP�Click on 1HZ�(QWULHV. Create incompleteness group =*�� with the description ,&�*URXS��.

Save your entries.

4-1-2 Assign the incompleteness group to your transaction type =$��.

$VVLJQPHQW��7UDQVDFWLRQ�7\SH�±�,QFRPSOHWHQHVV�*URXS

Search for your transaction type =$�� and assign incompleteness group =*�� to it.


In the Dialog Structure navigate to

,QFRPSOHWHQHVV�3URFHGXUH�Click on 1HZ�(QWULHV. Create an incompleteness procedure =3�� with the description ,&�3URFHGXUH��.

© SAP AG CR100 5-54




,QFRPSOHWHQHVV�3URFHGXUH��'HWDLO, choose 1HZ�(QWULHV and enter

Object Name: 6$/(6

Field Name: 32B180%(5B62/'

Relevance: +HDGHU

Message Category: (UURU

Business Transaction: ,1&�

Save your entries.

4-1-5 Create an incompleteness procedure 'HWHUPLQDWLRQ. Enter =*��in the ,QFRPSOHWHQHVV�*URXS��7UDQVDFW field (incompleteness for transaction type) and leave the second field ,QFRPSOHWHQHVV�*URXS (incompleteness business partner) empty. Enter =3�� in the 3URFHGXUH field.


,QFRPSOHWHQHVV�3URFHGXUH��'HWHUPLQDWLRQ, choose 1HZ�(QWULHV�and enter the following

Incompleteness Group Transact.:�� =*��

Procedure: =3��

4-1-6 See if your incompleteness procedure works on the business partner ##Stockmann AG. Therefore create a new transaction of type ��4XRWDWLRQ.


<HV, an error message is displayed if the External Reference field is empty.


© SAP AG CR100 5-55



1-1-1 Create a service transaction of the type 6HUYLFH�7UDQVDFWLRQ for the sold-to party ##0HJDVWRUH.

6$3�0HQX�o�6HUYLFH�o�0DLQWDLQ�6HUYLFH�3URFHVVHV�Choose�&UHDWH�7UDQVDFWLRQ�( icon).

Choose 6HUYLFH�3URFHVV�o�6HUYLFH�3URFHVV Enter ��0HJDVWRUH in the 6ROG�WR�SDUW\ field and confirm your entry.


______________



Select the +HDGHU�2YHUYLHZ�tab. In the 7UDQVDFWLRQ�7\SH field, the technical key =6(� is also displayed before the name of the transaction type.

1-1-3 Enter the product with the number 659�B� and a quantity of ��in the 3URGXFW field in the item details.


________

In the 3URGXFW (QRW�3URGXFW�,') field, enter the number 659�B� with the TXDQWLW\�� and confirm your entry.

The system determines the item type =653.


______________

© SAP AG CR100 5-56

1-2 If applicable, call the last service transaction you saved and analyze the item category that was determined and also how it was determined.


6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�6$3�5HIHUHQFH�,0*�button.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�


$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�,WHP�&DWHJRULHV�


Is the &RQILUPDWLRQ�5HOHY� indicator set for the item category?

Select entry =653 and click on the 'HWDLOV icon ( ).

The item category contains the date profile 6/$�GDWHV�RQ�LWHP��,'(6�. In the dialog structure, double-click on $VVLJQPHQW�RI�%XVLQHVV�7UDQVDFWLRQ�&DWHJRULHV� Select the 6HUYLFH�7UDQVDFWLRQ transaction category and double- click on &XVWRPL]LQJ�,WHP in the dialog structure.

The item category is indicated as 5HOHYDQW�IRU�UHVRXUFH�SODQQLQJ.


In the dialog structure, double-click on $VVLJQPHQW�RI�%XVLQHVV�7UDQVDFWLRQ�&DWHJRULHV� Select the 6DOHV transaction category and double-click on &XVWRPL]LQJ�,WHP in the dialog structure.

The item category is QRW�UHOHYDQW�IRU�ELOOLQJ (because in this scenario the confirmation item is relevant for billing).

© SAP AG CR100 5-57


___________________________________________________

___________________________________________________

___________________________________________________


*HQHUDO�tab:

,WHP�FDWHJRU\�JURXS�6592��VHUYLFH�LWHP��The Item Category Group field (6DOHV tab page), which is distribution chain-dependent, is empty in this case and is therefore not considered.

In this case, the item category determination is performed with the influencing factors WUDQVDFWLRQ�W\SH (=6(�) and LWHP�FDWHJRU\�JURXS (6592).

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�,WHP�&DWHJRU\�'HWHUPLQDWLRQ�Choose 3RVLWLRQ��, enter this data in the dialog box, and confirm with ENTER.

The system positions on the corresponding entry in the table.

Select the entry and choose Details ( icon).

The item category =653 is used as a default value. There is the option of using the alternative item category =613.


Along with the transaction type and the item category group, the XVDJH and a KLJKHU�OHYHO�LWHP�FDWHJRU\�can be used to influence the item category determination.

([DPSOH: You want to differentiate between spare part items in the service transaction and those spare part items that are assigned directly to a service item.

In this case, you can include the item category group of the higher-level item in the determination of the item category.

© SAP AG CR100 5-58

1-3 You would like to create a new service transaction type =6## (##6HUYLFH�RUGHU) in Customizing. Create it as a copy of the existing transaction type ZES1 and make some small changes.

1-3-1 Search for the existing transaction type =6(�.


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�1-3-2 Select the line and choose &RS\�DV«.

Select the button before the line and then the icon.

1-3-3 Enter the abbreviation =6## and the description ##6HUYLFH�RUGHU (short DQG long text).

It is important that you change both the short and long texts for ##6HUYLFH�RUGHU.


If you are logged on in a language other than the course language, it makes sense to translate the entry just created into the course language.

Select *RWR�o�7UDQVODWLRQ and then the course language. Enter a text that contains your group number.

1-3-5 Assign the partner determination procedure =7659+�� and the organizational data profile =725*6�� to this transaction type.

If you are no longer in detail view of the transaction type, select your

transaction type =6�� and choose 'HWDLOV ( ).

Enter the value =7659+�� in the partner determination procedure field and the value =725*6�� in the 2UJGDWD3URILOH field.


© SAP AG CR100 5-59

1-4 In order to use the new transaction type, it is necessary to maintain the item category determination.



1-4-2 Using 3RVLWLRQ, search for transaction type =6(� and item category group 6592��VHUYLFH�LWHP�. Select the line and choose &RS\�DV«.

Choose 3RVLWLRQ�� Trans. Type: =6(�

Item Cat. Group: 6592�Choose ENTER.

Select the row and choose .

1-4-3 Replace transaction type ZSE1 with your new transaction type =6##.

Trans. Type: =6��Choose ENTER.


1-5 Test your new transaction type by creating a service order of type ##6HUYLFH�RUGHU.�1-5-1 Enter sold-to party ##6WRFNPDQQ and the product with the number +659�B�

and the TXDQWLW\��.


Choose 6HUYLFH�3URFHVV�o�##6HUYLFH�2UGHU� Enter ##6WRFNPDQQ $* in the 6ROG�WR�SDUW\ field and confirm your entry.

In the 3URGXFW (QRW�3URGXFW�,') field, enter the number 659�B� with the TXDQWLW\�� and confirm your entry.

The system determines the item type =653.

Set the status 'LVWULEXWLRQ�/RFN for this transaction.

On the top of the screen, choose )XUWKHU�6WDWXVHV�o�'LVWULEXWLRQ�ORFN� Save the transaction and note the number.

________________

© SAP AG CR100 5-60

© SAP AG CR100 5-61


2-1 To be able to productively use transaction type =6## (##6HUYLFH�RUGHU)�that you created in the system (that is, to be able to create follow-up transactions), you must make or check the required entries for transaction types and item categories (on header and item level) in copying control.

2-1-1 Try to create a service confirmation of the type &RQILUPDWLRQ (transaction type =6(&) as a follow-up transaction for the ##6HUYLFH�RUGHU you created in the previous exercise.

6$3�0HQX�o�6HUYLFH�o�0DLQWDLQ�6HUYLFH�3URFHVVHV�Open the ##6HUYLFH�RUGHU you created in the first exercise.

Choose .

Enter the number of the order and confirm your entry.

Choose .

1R, it is currently QRW�SRVVLEOH to create a follow-up transaction of the type &RQILUPDWLRQ.

Why not?

After a new transaction type has been set up, only transactions of type Contact or Task can be created without entries in copying control.

For all other types follow-up transactions, copy control entries are necessary.

2-1-2 In the Customizing of &RS\LQJ�&RQWURO�IRU�7UDQVDFWLRQ�7\SHV, check whether the relevant entry for copying the source transaction type =6## to the target transaction type =6(& is missing.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�&RS\LQJ�&RQWURO�IRU�%XVLQHVV�7UDQVDFWLRQV�o�'HILQH�&RS\LQJ�&RQWURO�IRU�7UDQVDFWLRQ�7\SHV�Choose 3RVLWLRQ�� Source transaction type: =6��

Choose ENTER.

The system positions on a line that is alphabetically closest to the transaction type =6##. No entry with your transaction type exists (yet).


Click the 1HZ�(QWULHV button.

Source transaction type: =6$��

Target transaction type: =6(&

Choose ENTER and save.

…

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Because you do not use your own item category in ��6HUYLFH�RUGHU, the transaction &RQILUPDWLRQ uses the standard item category SVCP, and a copy control entry =653�o�69&3 already exists, you do not have to make any additional settings.

2-1-3 Test your settings and create a transaction of the type &RQILUPDWLRQ as a follow-up transaction for =6## ��6HUYLFH�RUGHU� and make a note of the number.

6$3�0HQX�o�6HUYLFH�o�0DLQWDLQ�6HUYLFH�3URFHVVHV�Open the ##6HUYLFH�RUGHU you created in the first exercise.

Choose .

Enter the number of the order and confirm your entry.

Choose .

Along with transactions of the type &RQWDFW and 7DVN, you now have the option 6DOHV�o�&RQILUPDWLRQ.

Choose &RQILUPDWLRQ.

Select the indicator ,WHP�VHOHFWLRQ ( ).

Choose &RS\. Save the process.

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3-1-1 Which text determination procedure is used in transactions of the type ##6HUYLFH�2UGHU?


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�View the GHWDLOV of your transaction type =6��.

The transaction type uses the text determination procedure 659�� 3-1-2 Take a look at the settings for this text determination procedure in Customizing.


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�7H[W�0DQDJHPHQW�o�'HILQH�7H[W�'HWHUPLQDWLRQ�3URFHGXUH� Select the text object &50B25'(5+ (WUDQVDFWLRQ�KHDGHU) Double-click on the entry 3URFHGXUH in the structure tree.

Select the entry 659��.

Double-click on the entry 'HILQLWLRQ�RI�WKH�SURFHGXUH in the structure tree.

The text types 6��SUREOHP�GHVFULSWLRQ��6��LQWHUQDO�QRWH��and�6��FORVLQJ�WH[W� are used.

3-1-3 Is an access sequence assigned to one of the text types used?

1R, an access sequence was not assigned to any of the text types.

3-1-4 Copy the text determination procedure 659��. Enter =7'3## as the text determination procedure ID and ##7H[W�'HWHUPLQDWLRQ�3URFHGXUH�as the description.

Naviagate to 3URFHGXUH in the structure tree.

Select the entry 659�� and choose &RS\�DV« ( ).


Dscrptn Proc.: ##7H[W�GHWHUPLQDWLRQ�SURFHGXUH

Choose ENTER:

…

© SAP AG CR100 5-64

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In the dialog box that appears, confirm that you want to copy all dependent entries.

Select the newly created text determination procedure and choose 'HILQLWLRQ�RI�WKH�SURFHGXUH.

Also include the text type &�� (VROXWLRQ�SURSRVDO) in the text determination procedure.

Select 1HZ�(QWULHV. Text Type: &��

Save your entries.

3-1-5 Assign the text determination procedure you created, =7'3��, to your transaction type =6�� (��6HUYLFH�RUGHU).

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�Change the GHWDLOV of your transaction type =6��.


Save your entries.

3-1-6 Use the transaction type =6��6HUYLFH�RUGHU��to test that the text determination procedure and the text type function correctly.

Create a ��6HUYLFH�RUGHU and check that the new text type appears on the 7H[WV tab page.

Yes, the new text type is displayed in transactions of the type ��6HUYLFH�RUGHU on the 7H[WV tab page (transaction data).

© SAP AG CR100 5-65




6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�,QFRPSOHWHQHVV�o�'HILQH�,QFRPSOHWHQHVV�3URFHGXUH�In the Dialog Structure navigate to

,QFRPSOHWHQHVV�*URXS��7UDQVDFWLRQ�,WHP�Click on 1HZ�(QWULHV. Create incompleteness group =*�� with the description ,&�*URXS��.

Save your entries.

4-1-2 Assign the incompleteness group to your transaction type =6��.

$VVLJQPHQW��7UDQVDFWLRQ7\SH�±�,QFRPSOHWHQHVV�*URXS

Search for your transaction type =6�� and assign incompleteness group =*�� to it.



,QFRPSOHWHQHVV�3URFHGXUH�Click on 1HZ�(QWULHV. Create an incompleteness procedure =3�� with the description ,&�3URFHGXUH��.




,QFRPSOHWHQHVV�3URFHGXUH��'HWDLO, choose 1HZ�(QWULHV and enter

Object Name: 6DOHV Field Name: 32B180%(5B62/'

Relevance: +HDGHU

Message Category: (UURU

Business Transaction: ,1&�

Save your entries.

© SAP AG CR100 5-66

4-1-5 Create an incompleteness procedure 'HWHUPLQDWLRQ. Enter =*��in the ,QFRPSOHWHQHVV�*URXS��7UDQVDFW field (incompleteness for transaction type) and leave second field ,QFRPSOHWHQHVV�*URXS (incompleteness business partner) empty. Enter =3�� in the 3URFHGXUH field.


,QFRPSOHWHQHVV�3URFHGXUH��'HWHUPLQDWLRQ, choose 1HZ�(QWULHV�and enter the following

Incompleteness Group Transact.:�� =*��

Procedure: =3��

4-1-6 See if your incompleteness procedure works on the business partner ##Stockmann AG. Therefore create a new transaction of type ��6HUYLFH�RUGHU.


<HV, an error message is displayed if the External Reference field is empty.


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� Activity management is an important component of mySAP Customer Relationship Management (mySAP CRM). It assists in the administration of all activities the employees of your company have worked on. All data that are stored in an activity consist of important information sources, to which all relevant employees must have access.

� Activities can be telephone calls, customer calls, general preparatory tasks, reminders of appointments (private and business-related), and so on.

� Two types of activity are to be distinguished: business activities and tasks. y A EXVLQHVV�DFWLYLW\ contains information about business partner interaction on a particular date. y A WDVN contains information about what one or more employees have to complete by a particular date.

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� All activities consist of basic and more detailed information on various tab pages (header data).

� The KHDGHU contains fields for the description, date and time, category, and partner information.

� The 2YHUYLHZ tab page is divided into several areas and contains the following detailed information: y Priority, completion, and result (status) of the activity y Reason and goal of the activity

� General information, for example, who created the activity and when. The possible entries for these fields are defined in Customizing under the following path: 7UDQVDFWLRQV�→�6HWWLQJV�IRU�$FWLYLWLHV��

� On the other tab pages, you can process and send texts, display and change business partner information, check organizational data, enter activity-specific addresses, and display a detailed view of all dates.

� When you work with WDVNV, the system does not show the tab pages for organizational data and addresses because this data is relevant only when the activity includes an activity partner.

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SAP AG 2004

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� Business activities are used to record public interactions, for example, activities that are carried out on behalf of the enterprise. Examples of business activities are telephone calls, letters or sales calls. You can define these various activity types to meet the requirements of your enterprise in the Customizing for Customer Relationship Management under 7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�

� A business activity must have a partner, a start date and a finish date.

� You use tasks when you want to create an activity that is not associated with a business partner (except a responsible employee). Tasks can, like activities, be public or private and cover a wide range of possibilities, for example, the preparation of a customer presentation, or a reminder to buy a birthday card. If you mark a task as SULYDWH, it cannot be viewed by other users.

© SAP AG CR100 6-8

SAP AG 2004

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� You make the settings for the transaction types in three stages, each stage being based on the previous one: y Defining transaction types: In addition to the description of the transaction type, you can define

important control attributes such as the leading business transaction category, the text determination procedure, the partner determination procedure, the status profile, the organizational data profile, and the number range assignment.

y Assigning the business transaction category: You can assign a transaction type to one or more business transaction categories. Only specific combinations of business transaction categories are possible. You can select additional business transaction categories dependent on the leading business transaction category.

y Customizing at header level: Dependent on the business transaction category, various settings should be performed here.

© SAP AG CR100 6-9

SAP AG 2004

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� You can copy an existing business transaction and use it as the basis for a subsequent transaction. Here you have two options: y You can create a follow-up transaction. y You can copy a business transaction. In this case, the system creates a copy of the transaction

currently used and displays it for processing. When the copied transaction is saved, the GRFXPHQW�IORZ�LV�QRW�XSGDWHG, that is, the copied transaction has no connection to the reference document.

� To create a follow-up transaction, no customizing of the copying control is necessary.

� When you FRS\ an activity, the system produces a copy of the activity you requested and displays it for processing. When the copied transaction is saved, the document flow is not updated, that is, the copied process does not have a reference to the reference document.

© SAP AG CR100 6-10

SAP AG 2004

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,QWHJUDWLRQ�RI�4XHVWLRQQDLUHV� Customer surveys

� Customer visit evaluation

� Customer satisfaction surveys, and so on

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� The TXHVWLRQQDLUH in the activity is based on the Survey Tool.

� You can use the questionnaire for all question and answer forms that contribute to the maintenance of your customer relationships. The following examples show how the questionnaire can be used: y A telephone call script, which leads you through the conversation with the customer y A customer feedback form y Sales call reports for your sales employees

� It is possible to evaluate surveys either with or without using an SAP BW system.

� You can find the Customizing settings in the IMG under 7UDQVDFWLRQV�→�6HWWLQJV�IRU�$FWLYLWLHV�→�4XHVWLRQQDLUHV��

� After the necessary Customizing settings have been made, the activity will contain the 4XHVWLRQQDLUHV tab page. If you do not maintain questionnaire determination, the 4XHVWLRQQDLUH�tab page is�QRW shown.�

� The transaction code for the CRM Survey Suite is /ncrm_survey_suite.

� Questionnaires are also used for transactions of the type Lead, Opportunity and Workshop Repair.

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SAP AG 2004

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� The information in the activity journal may or may not be product-related. An activity journal can contain the following information: y Type and number of products discussed with customers or samples handed out to customers, for

example, in the pharmaceuticals industry y Position of products in store, for example, whether they are placed on the promotional shelf, at the

check-out or near the store entrance y Customer feedback

� The information gathered in activity journals can be used to: y Track the distribution of samples in the pharmaceuticals industry y Analyze sales data, for example, number of products handed out to customers y Track the progress of your sales team, for example, the number of discussions held with customers

and the result of these discussions y Detect possible problem areas, for example, slow and non-moving products

� To enable product entries in activities, you must make entries in the customizing of the item category determination.

� You may define additional fields for activity journals.

� Example: Transaction type 0020 (business activity with product).

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SAP AG 2004

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� You can synchronize CRM activities with the groupware calendar so that CRM business activities can also be displayed, for example, in Outlook. This is an additional function to synchronizing normal appointments from the SAP calendar.

� The 6$3�&DOHQGDU�6\QFKURQL]DWLRQ�7RRO must be installed.

� The CRM business activity must be assigned to a user. All SAP users must also have SAPoffice users and a user in the Outlook calendar.

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� As of SAP CRM 4.0, exchange in both directions is possible, that is, from CRM to groupware and from groupware to CRM.

� You can integrate CRM Activity Management with groupware applications, that is, Microsoft Outlook and Lotus Notes, allowing you to synchronize business activities and tasks in your CRM calendar and your own groupware calendar. Data exchange is two-way, enabling you to display activities and their data, such as date, time, location and business partners involved, which you have maintained in the CRM system, in your own office management system, and vice versa. This allows you to work more quickly and effectively because you do not have to keep referring back to your CRM calendar or your groupware calendar to check your appointments and tasks.

� When you create or change a business activity or task in CRM Activity Management, it is saved in the database as a business document (BDoc), and then sent to CRM middleware. Middleware calls adapters, and sends the activity to the map box. The business activity is then converted to iCalendar format, making it compatible with groupware applications.

� Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background, without having to be triggered by the user.

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SAP AG 2004

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� BDoc messages are transformed to standard groupware formats, such as iCalendar and vCard, by means of a generic groupware adapter using a sophisticated XSLT mapping framework, which is known as the 0DS%R[. Predefined mappings are delivered for groupware integration.

� SAP *URXSZDUH�&RQQHFWRUV external to the CRM server perform the message synchronization between the CRM server and the groupware server. Message transfer is performed using a reliable and open messaging interface based on XML-SOAP. The standard groupware object formats are transformed to proprietary groupware object formats.

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� The Activity Monitor can be called up with 6$3�0HQX�→�$FWLYLWLHV�→�$FWLYLW\�0RQLWRU.

� The Activity Monitor allows you to select activities using various criteria. The list output can be adapted using the ABAP List Viewer (ALV) function.

� For more information on this and other activity analyses, see the SAP library: 6$3�1HW:HDYHU�→�6$3�%XVLQHVV�,QIRUPDWLRQ�:DUHKRXVH�→�%,�&RQWHQW�→ &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�6DOHV�→�6DOHV�$QDO\VLV�IRU�&50�→�4XHULHV�→�$FWLYLWLHV�

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� The most important steps for modifying the fact sheet are the view definition, the assignment of info blocks to views, and the assignment of views to user roles: y 9LHZ�GHILQLWLRQ� With this step you can create new views for the fact sheet. Each view can contain a

contrasting number or selection of info blocks. This allows you to adjust the view according to the requirements of the user.

y $VVLJQPHQW�RI�LQIR�EORFNV�WR�WKH�YLHZV y $VVLJQPHQW�RI�YLHZV�WR�XVHU�UROHV� In this step, you can assign particular views to particular single

roles. Therefore, the information you see on the fact sheet depends on the application in which you are working or on the user group to which you are assigned. (This step is optional.)

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• Set up a transaction of the type Activity

• Find activities using a monitor

• Personalize the Business Partner Cockpit and the Fact Sheet

You want to become more familiar with the activity maintenance in the CRM system for your trade fair business. You set up a new transaction type of the type trade fair activities and familiarize yourself with a number of functions in the activity maintenance. This includes selecting activities using the activity monitor and using the Businss Partner Cockpit and the Fact Sheet.

1-1 For the customer visits that result from these activities, set up your own 7UDGH�)DLU�$FWLYLW\ in the system as a new transaction type with defined default values.

1-1-1 In Customizing, maintain a new activity goal =�� with the description ##7ULDO�2UGHU.

1-1-2 Copy the existing transaction type ��6DOHV�&DOO�, and enter =%�� as the transaction type and ##7UDGH�)DLU�9LVLW as the name and long description.�Assign the organizational data profile =25*352)��and the action profile $&7,9,7< to the new transaction type.

In the &XVWRPL]LQJ�KHDGHU area, assign your newly created aim =�� to the transaction type =%�� and set the priority to +LJK.

A ##Trade Fair Visit should generally be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set or check the corresponding indicators.

1-1-3 Now test the new transaction type by creating a contact of the type ##7UDGH�)DLU�9LVLW for a week from today, 2.00-3.00 p.m. Use )LUVW�##�YLVLW�DIWHU�WUDGH�IDLU as the description and ##6WRFNPDQQ as the contact person.

Check whether the system’s defaults for priority and aim are correct.

Can you mark the activity as private?

Will the activity appear in the calendar of the employee responsible? Why, or why not?

Save the activity and check whether it appears in the calendar.

© SAP AG CR100 6-20

1-2 Creating a follow-up activity.

1-2-1 From the 7UDGH�)DLU�$FWLYLW\, create a follow-up activity with transaction type 7DVN. Use $SSRLQWPHQW��&XVWRPHU��6WRFNPDQQ as the description, 3UHSDUDWLRQ as the category, and a planned date that is before the actual sales call that you previously created.

Save the task and check the document flow.

1-2-2 Navigate back to ##Trade Fair Visit and call up the $FWLRQV tab page. Try to execute the action &UHDWH�IROORZ�RQ�WDVN.

Later in the course, the more detailed relationships for executing and automatically processing actions will be explained.

1-3 Activity Monitor

1-3-1 Use various methods to search for the activites you created in the previous exercises.

1-4 Now you want to add a personalized view to the fact sheet in the business partner cockpit which will enable you to view various business partner-specific information at the same time.

1-4-1 Call the business partner cockpit directly from the transaction processing or from the SAP menu (0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�%XVLQHVV�3DUWQHU�&RFNSLW) and enter the QXPEHU of the customer ��6WRFNPDQQ, if necessary.

1-4-2 In the 3HUVRQDOL]H area, define your own view ��7UDGH�)DLU�9LHZ as VHOHFWDEOH and assign the following info blocks / sequences.

$GGUHVV��&ODVVLILFDWLRQ��and�2SHQ�DFWLYLWLHV��1-4-3 In the Business Partner Cockpit, check the new fact sheet view for your new

customer 6WRFNPDQQ�$*��

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1-1 For the customer visits that result from these activities, set up your own 7UDGH�)DLU�$FWLYLW\ in the system as a new transaction type with defined default values.

1-1-1 In Customizing, maintain a new activity goal =�� with the description ##7ULDO�2UGHU.

$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�6HWWLQJV�IRU�$FWLYLWLHV�o�0DLQWDLQ�&DWHJRULHV��*RDOV�DQG�3ULRULWLHV�o�0DLQWDLQ�*RDOV�Select 1HZ�(QWULHV. Aim: =��

Description: ��7ULDO�2UGHU�Save your entries and choose Back twice to return to the IMG menu.

1-1-2 Copy the existing transaction type ��6DOHV�&DOO�, and enter =%�� as the transaction type and ��7UDGH�)DLU�9LVLW as the name and long description.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�Select ( ) the transaction type ��6DOHV�&DOO� and choose &RS\�DV« ( ).

Trans.Type: ZB##

Description: ##Trade Fair Visit

Long Name: ##Trade Fair Visit

Choose ENTER to perform the copy procedure and then confirm the dialog box.

Assign the organizational data profile =25*352)��and the action profile $&7,9,7< to the new transaction type.

Select the new transaction type and choose Details ( ).

Organizational Data Profile: =25*352)��

Action Profile: $&7,9,7<.

…

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In the &XVWRPL]LQJ�KHDGHU area, assign your newly created aim =�� to the transaction type =%�� and set the priority to +LJK.

In the dialog structure, double-click on $VVLJQPHQW�RI�%XVLQHVV�7UDQVDFWLRQ�&DWHJRULHV� Select the %XVLQHVV�$FWLYLW\ transaction category and double-click on &XVWRPL]LQJ�KHDGHU in the dialog structure.

Goal: ��7ULDO�2UGHU.

A ��Trade Fair Visit should generally be relevant for the calendar. It should not be possible to create a private ��Trade Fair Visit. Set or check the corresponding indicators.

The corresponding indicators &DOHQGDU and 3ULYDWH�$SSRLQWPHQWV�3RVVLEOH should have the correct default values. If this is not the case, change the indicators to meet the requirements.

1-1-3 Now test the new transaction type by creating a contact of the type ��7UDGH�)DLU�9LVLW for a week from today, 2.00-3.00 p.m. Use )LUVW��YLVLW�DIWHU�WUDGH�IDLU as the description and ��6WRFNPDQQ as the contact person.

Check whether the system’s defaults for priority and aim are correct.

6$3�0HQX�o�$FWLYLWLHV�o�0DLQWDLQ�$FWLYLWLHV�Choose�&UHDWH�7UDQVDFWLRQ�( icon) and then &RQWDFW�o��7UDGH�)DLU�9LVLW. Activity Partner: ��6WRFNPDQQ

Desc: )LUVW��YLVLW�DIWHU�WUDGH�IDLU Planned date from: $�ZHHN�IURP�WRGD\��S�P� Planned date to: $�ZHHN�IURP�WRGD\��S�P� Can you mark the activity as private?

1R��The indicator is grayed-out because of the default setting and is not ready for input.

Will the activity appear in the calendar of the employee responsible? Why, or why not?

Select the 3DUWQHUV�tab. If the &DOHQGDU�0DLQWHQDQFH indicator is set in the function 5HVSRQVLEOH�3HUVRQ, then the activity is entered in the corresponding calendar because the condition is fulfilled (the transaction type is indicated as relevant to the calendar in Customizing).

Save the activity and check whether it appears in the calendar.

Choose Save and then navigate to the &DOHQGDU tab page in the /RFDWRU. Alternatively, you can also call the calendar using the Business Workplace

(SAP menu, icon, Calendar button).

© SAP AG CR100 6-23

1-2 Creating a follow-up activity.

1-2-1 From the 7UDGH�)DLU�$FWLYLW\, create a follow-up activity with transaction type 7DVN. Use ��6DOHV�&DOO��&XVWRPHU��6WRFNPDQQ as the description, 3UHSDUDWLRQ as the category, and a planned date that is before the actual sales call that you previously created.

Save the task and check the document flow.

Choose &UHDWH�)ROORZ�8S�7UDQVDFWLRQ ( ) and 7DVN�o�7DVN.

Desc. ��6DOHV�&DOO��&XVWRPHU��6WRFNPDQQ

Category: 3UHSDUDWLRQ

Planned date from: $�ZHHN�IURP�WRGD\��D�P� Planned date to: $�ZHHN�IURP�WRGD\��S�P� Choose Save and open the document flow ( ).

You see an immediately preceding document of the type &50�%XV��$FWLYLWL\.

1-2-2 Navigate back to ##Trade Fair Visit and call up the $FWLRQV tab page. Try to execute the action &UHDWH�IROORZ�XS�WDVN.

You can thus navigate directly from the document flow to the ��Trade Fair Visit, for example.

Alternatively, you could navigate by means of the transaction history

( ).

Take the activity being processed and choose the $FWLRQV tab page.

Choose &UHDWH�DFWLRQ ( ) and then &UHDWH�IROORZ�XS�WDVN.

Later in the course, the more detailed relationships for executing and automatically processing actions will be explained.

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1-3 Activity Monitor

1-3-1 Use various methods to search for the activites you created in the previous exercises.

6$3�0HQX�o�$FWLYLWLHV�o��$FWLYLW\�0RQLWRU�Use one of the following selection variants and then perform the selection ( ).

Selection variant 1: Select 0\�$FWLYLWLHV. Selection variant 2: In the %XVLQHVV�3DUWQHU field, enter the number of the customer ��6WRFNPDQQ.

Selection variant 3: Enter ��6DOHV�&DOO in the 'HVFULSWLRQ field.

1-4 Now you want to add a personalized view to the fact sheet in the business partner cockpit which will enable you to view various business partner-specific information at the same time.

1-4-1 Call the business partner cockpit directly from the transaction processing or from the SAP menu (0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�%XVLQHVV�3DUWQHU�&RFNSLW) and enter the QXPEHU of the customer ��6WRFNPDQQ, if necessary.

If you are in the transaction processing, choose the %XVLQHVV�3DUWQHU�&RFNSLW button.

Alternatively, choose 6$3�0HQX�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�%XVLQHVV�3DUWQHU�&RFNSLW. If necessary, in the %XVLQHVV�3DUWQHU field, enter the number of the customer ##6WRFNPDQQ.

1-4-2 In the 3HUVRQDOL]H area, define your own view ��7UDGH�)DLU�9LHZ as VHOHFWDEOH and assign the following info blocks / sequences.

$GGUHVV��&ODVVLILFDWLRQ��and�2SHQ�DFWLYLWLHV��Choose 3HUVRQDOL]H.

Choose 0\�YLHZV� View: ��7UDGH�)DLU�9LHZ

Select: �FKHFNPDUN!

Select the new view and choose ,QIR�EORFNV. Select and assign the info blocks in accordance with the instructions and save your entries.

1-4-3 In the Business Partner Cockpit, check the new fact sheet view for your new customer 6WRFNPDQQ�$*��.�Select the ��7UDGH�)DLU�9LHZ and check the information.

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� Partner determination controls business partner processing in transaction processing. Partner data can be checked for correctness using rules defined in Customizing. In this way, the user creates complete, consistent transactions.

� All transactions in CRM involve business partners. Partner processing allows you to work with these partners efficiently and consistently.

� Partner processing includes partner determination, the procedure with which the system automatically finds and enters partners in transactions.

� Partner processing allows you to define partners with your company’s terminology. It also lets you specify many aspects of how partners are handled in transactions and lets you set how CRM and R/3 exchange partner processing information. This means that end users do not have to think about partner processing.

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� The main business partner is entered during transaction processing. In Sales, this is usually the sold-to party; in an opportunity, this is the sales prospect; and in activities, the activity partner.

� Partner processing ensures that other partners involved in the transaction are determined automatically by the system. y In the case of a sales transaction, for example, these other partners are the ship-to party, the bill-to

party and the payer. y In the case of an opportunity, for example, these other partners are the contact person(s) of the sales

prospect and the (own) responsible employees.

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� In a transaction, partners can be determined at both header and item level. The partners found do not necessarily need to match.

� 1. Which partners must be involved in the transaction? y It is possible to define that certain partners are mandatory for a business transaction. If the

determination fails or no partner was entered manually by the user, the business transaction will result in an error.

� 2. Are the partners determined automatically or completed manually? y Using access sequences (search strategies) it is possible to determine partners automatically.

� 3. When are the partners determined? y Three determination times can be used: 5HFXUULQJ��'XULQJ�3URGXFW�(QWU\��:KHQ�6DYLQJ� y Once a business transaction is saved, no automatic partner determination will take place.

� 4. Partners are also determined at the item level. y It is possible that different partners will be determined at the item and header levels. It is possible that

a responsible employee will be found due to the product category, for example. �

5. Suggest alternatives y The DOWHUQDWLYH�SDUWQHU�SURSRVDO function can also be used to redetermine partners in saved

documents and for triggering partner determination for empty partner functions saved previously in a document.

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� 3DUWQHU�IXQFWLRQ�FDWHJRU\: This classification of responsibilities is used as a system key for identifying the partner function and the business partners who carry out these responsibilities. The SAP CRM system includes SAP predefined partner function categories that cannot be changed or created again. Example: The FXVWRPHU partner function has the partner function category VROG�WR�SDUW\.

� 3DUWQHU�IXQFWLRQ� Terms for describing people with whom you do business. Customers can also be referred to as sold-to parties, clients, patients or tenants. Partner functions describe those partners that you use in your organization. You can assign names freely.

� 3DUWQHU�GHWHUPLQDWLRQ�SURFHGXUH� Rules that determine how the system works with business partners during transaction processing. This procedure combines partner functions and access sequences and contains additional information.

� $FFHVV�VHTXHQFH� A search strategy for determining the data sources the system uses for partner determination and the order in which the sources are used.

� mySAP CRM partner processing has two important advantages over SAP R/3 partner determination: y Using the ordering of accesses in the DFFHVV�VHTXHQFH (search strategy), it is possible to look for

involved partners in more than one place (sequence). y There are more VRXUFHV in which partners involved in a transaction can be found.

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� Partner function categories are predefined “classifications” to which partner functions are assigned. The system uses these categories to identify partner functions and to work with them.

� Partner functions are defined in Customizing. y 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�3DUWQHU�3URFHVVLQJ�→�'HILQH�3DUWQHU�)XQFWLRQV.

� When you define a partner function, you can assign a (corresponding) relationship category. This relationship category is equivalent to the business partner relationship category. y Example: The relationship category LV�UHVSRQVLEOH�IRU is assigned to the partner function (PSOR\HH�UHVSRQVLEOH.

y If an access sequence is defined for determining the employee responsible from the business partner relationships, then the corresponding person must be assigned with the relationship category (LV�UHVSRQVLEOH�WR�LV�UHVSRQVLEOH�IRU).

� Lock: specifies whether the source partner for a partner determination is added to the results list of that determination. y Example: If the lock field is set for the contact person partner function, then the sold-to party is not

determined as its own contact person in a sales transaction, for example. If, on the other hand, the lock field is not set, then the sold-to party can also appear as the contact person function in the transaction.

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� Partner determination procedures are defined in Customizing. y 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�3DUWQHU�3URFHVVLQJ�→�'HILQH�3DUWQHU�'HWHUPLQDWLRQ�3URFHGXUH

� A SDUWQHU�GHWHUPLQDWLRQ�SURFHGXUH can be assigned to a transaction type and an item category. A partner determination procedure consists of three levels: y Procedure user (for example, sales transaction, service transaction, opportunity) y Partner functions in the procedure (for example, sold-to party, employee responsible) y Interface settings (which partners are displayed in the transaction in the JHQHUDO view?)

� You can EORFN a SDUWQHU�GHWHUPLQDWLRQ�SURFHGXUH for the determination, that is, the partners stored in the procedure are not automatically found by the system but need to be maintained manually. For performance reasons, it can be useful to make this adjustment, for example, with Internet Sales transactions.

� It can be useful to analyze partner processing for testing reasons. You can display a log. For performance reasons, it is best not to always record a log.

� The GHWHUPLQDWLRQ�WLPH can be set for each partner function. However, partner determination occurs only before the initial save. If a transaction is saved and then subsequently altered, no new partner processing (determination) takes place.

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� In the partner determination procedure, you can select which access sequence should be used to determine the partner for each partner function. If there is no access sequence in the partner determination procedure for a partner function, you can enter the partner manually.

� The following are access sources: y Business partner relationships y Business partner relationships by sales area y CRM organizational model (via determination rules) y Preceding documents y Customer-specific sources, defined in the form of BAdI methods (such as

DETERMINATION_ADD_IN_1) (BAdI definition &20B3$571(5B%$',)

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� The business transaction (for example, quotation, order, service contract) is assigned to the transaction type %XVLQHVV�WUDQVDFWLRQ�W\SHV in Customizing.

� Procedure-users are assigned to the partner determination procedure.

� Business transaction type and determination procedure must match in order to assign a partner determination procedure to a transaction type.

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� The 6ROG�WR�SDUW\ partner function is used in SAP ERP. In SAP CRM, however, the same partner function is known as &XVWRPHU. In Customizing (&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�3DUWQHU�3URFHVVLQJ�→�'DWD�7UDQVIHU�→�'LVWULEXWLRQ�RI�3DUWQHU�)XQFWLRQV�IURP�6$3�(&&�LQWR�&50), you can specify that SAP R/3 sold-to parties are SAP CRM customers.

� In SAP CRM, the partner function &XVWRPHU is used. In SAP R/3 the same partner function is known as 6ROG�WR�SDUW\. In Customizing (&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�3DUWQHU�3URFHVVLQJ�→�'DWD�7UDQVIHU�→�'LVWULEXWLRQ�RI�3DUWQHU�)XQFWLRQV�IURP�&50�LQWR�6$3�(&&), you can specify that SAP CRM customers are SAP R/3 sold-to parties.

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• Describe and explain the fundamental concepts of CRM Partner Processing

• Create both a partner determination procedure and a sequence access in Customizing

Within your trade fair business framework, you want to set up partner processing for the transaction type ��4XRWDWLRQ according to your own requirements. You want to utilize business partner relationships and enter the contact persons in the document as partners.

1-1 Analyze partner processing for the sales transaction ��4XRWDWLRQ�in Customizing.�In a separate parallel session, create a sales transaction with transaction type ��4XRWDWLRQ. Use your business partner ##6WRFNPDQQ�$* as Sold-To Party.

1-1-1 Which partner functions were automatically found by the system for this particular sales transaction?

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

Does the system also determine a contact person?

1-1-2 What access sequence is used to search for the Employee Responsible?

_______________________

1-1-3 Can you manually maintain additional partners in the partner view? If so, do this.

© SAP AG CR100 7-16

1-2 Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Quotation that will determine at least one of the customer’s contact persons.

1-2-1 Copy the partner determination procedure Telesales (00000001) with all its dependent entries to =36��. Name the new partner determination procedure 3DUWQHU'HW3URF��

1-2-2 Create a single access sequence ==��6ROG�7R�3DUW\�±�5HODWLRQVKLSV��with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter ��for the batch and dialog sequences, %XVLQHVV�SDUWQHU�UHODWLRQVKLSV�as the source, and 6ROG�WR�3DUW\��&50� as the partner function.�

1-2-3 Enhance the partner determination procedure =36�� with the partner function &RQWDFW�3HUVRQ��&50�, which the system finds automatically.

The partner function &RQWDFW�3HUVRQ��&50� should occur at least once and no more than three times.

For determination, use the access sequence ==��, which you created in the previous exercise.

You do not have to maintain the remaining fields.

1-2-4 Make sure that the address usage *RRGV�UHFHLSW for partner function Ship-to party is used. For all other partner functions the VWDQGDUG�DGGUHVV�should be determined within transactions.

1-2-5 Display the partner function (PSOR\HH�UHVSRQVLEOH��&50� on the header screen as well (user interface settings!).

1-2-6 Assign the partner determination procedure =36## to transaction type =$## (##4XRWDWLRQ).

1-2-7 Test the new partner determination procedure by creating the sales transaction ��4XRWDWLRQ� Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)?

____________________________

© SAP AG CR100 7-17

1-3 Comprehension questions on partner processing

1-3-1 What concept makes partner processing particularly flexible? Explain why.

_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________

1-3-2 Can you define your own partner functions in Customizing?

___________________________

1-3-3 Can you define your own partner function categories?

___________________________

1-3-4 What (business partner) relationship category is evaluated if you try to determine the partner function (PSOR\HH�UHVSRQVLEOH using an access sequence that searches in the business partner’s relationships?

2SWLRQDO��Test this by assigning the DFFHVV�VHTXHQFH�==�� to the partner function (PSOR\HH�UHVSRQVLEOH. Then maintain the corresponding relationship for the business partner ##Stockmann AG and use any existing employee, such as Lou Windham, for example (business partner number 400440).

© SAP AG CR100 7-18

© SAP AG CR100 7-19


2-1 Analyze partner processing for the service transaction ##6HUYLFH�2UGHU in Customizing.�In a separate parallel session, create a service transaction with transaction type ##6HUYLFH�2UGHU. Use your business partner ##6WRFNPDQQ�$* as Sold-To Party.

2-1-1 Which partner functions were automatically found by the system for this particular service transaction?

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

_______________________________________

Does the system also determine a contact person?

Is it Michael ##Contact?


_______________________

2-1-3 Can you manually maintain additional partners in the partner view? If so, do this.

© SAP AG CR100 7-20

2-2 Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Service Order that will determine at least one of the customer’s contact persons (Michael ##Contact).

2-2-1 Copy the partner determination procedure 6HUYLFHRUGHU�+HDGHU�(=7659+��) with all its dependent entries to =36##. Name the new partner determination procedure 3DUWQHU'HW3URF��

2-2-2 Create a single access sequence ==��6ROG�7R�3DUW\�±�5HODWLRQVKLSV��with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter ��for the batch and dialog sequences, %XVLQHVV�SDUWQHU�UHODWLRQVKLSV as the source, and 6ROG�WR�3DUW\��&50� as the partner function.�

2-2-3 Change the =36�� partner determination procedure and assign the access sequence you just created to the &RQWDFW�SHUVRQ��&50� partner function.

In addition to this, the partner function &RQWDFW�3HUVRQ��&50� should occur at least once and no more than three times.

2-2-4 Display the partner function &RQWDFW�SHUVRQ��&50� on the header screen as well (user interface settings!).

2-2-5 Assign the partner determination procedure =36## to transaction type =6## (##6HUYLFH�2UGHU).

2-2-6 Test the new partner determination procedure by creating the service transaction ��6HUYLFH�3URFHVV� Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)?

____________________________

© SAP AG CR100 7-21



_____________________________________________________

_____________________________________________________

_____________________________________________________

_____________________________________________________


___________________________


___________________________



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1-1 Analyze partner processing for the sales transaction ��4XRWDWLRQ�in Customizing.�In a separate parallel session, create a sales transaction with transaction type ��4XRWDWLRQ. Use your business partner ##6WRFNPDQQ�$* as the Sold-To Party.

1-1-1 Which partner functions were automatically found by the system for this particular sales transaction? Was a contact person found?


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�The partner determination procedure 00000001 is assigned to transaction type AG (Telesales).

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3DUWQHU�3URFHVVLQJ�o�'HILQH�3DUWQHU�'HWHUPLQDWLRQ�3URFHGXUH

The partner determination procedure 00000001 contains the following five partner functions:

6ROG�WR�3DUW\��6KLS�WR�3DUW\��%LOO�WR�3DUW\��3D\HU��(PSOR\HH�5HVSRQVLEOH��Does the system also determine a contact person?

7KH�SDUWQHU�IXQFWLRQ�&RQWDFW�3HUVRQ��&50��ZDV�QRW�IRXQG�DXWRPDWLFDOO\��EHFDXVH�LW�LV�QRW�OLVWHG�LQ�WKH�SDUWQHU�GHWHUPLQDWLRQ�SURFHGXUH��


,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3DUWQHU�3URFHVVLQJ�o�'HILQH�3DUWQHU�'HWHUPLQDWLRQ�3URFHGXUH�View the details for the partner function Employee Responsible in partner determination procedure 00000001 (Telesales).

,'(6��IURP��XVHU��=��1-1-3 Can you manually maintain additional partners in the partner view? If so, do

this.

In your second session, go to the 3DUWQHU�tab page in the sales transaction and enter, for example, a contact person (e.g. the Business Partner number of Michael Contact ##).

© SAP AG CR100 7-24

1-2 Implement partner processing. You want to use a partner determination procedure for the transaction of the type ##Quotation that will determine at least one of the customer’s contact persons.

1-2-1 Copy the partner determination procedure Telesales (00000001) with all its dependent entries to =36��. Name the new partner determination procedure 3DUWQHU'HW3URF�� ,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3DUWQHU�3URFHVVLQJ�o�'HILQH�3DUWQHU�'HWHUPLQDWLRQ�3URFHGXUH�Select the entry ��7HOHVDOHV� and choose &RS\�$V. Confirm the dialog box and copy all dependent entries. Name the new partner determination procedure 3DUWQHU'HW3URF�� Save your data and go back to the IMG.

1-2-2 Create a single access sequence ==��6ROG�7R�3DUW\�±�5HODWLRQVKLSV��with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter ��for the batch and dialog sequences, %XVLQHVV�SDUWQHU�UHODWLRQVKLSV�as the source, and�6ROG�WR�3DUW\��&50� as the partner function.�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3DUWQHU�3URFHVVLQJ�o�'HILQH�$FFHVV�6HTXHQFHV�Choose 1HZ�(QWULHV and enter ==��as�the ID and ##6ROG�7R�3DUW\�±�5HODWLRQVKLSV�as the description.

Select the new access sequences and choose ,QGLYLGXDO�$FFHVVHV. Enter the following data:

Batch Sequence: ��

Dialog Sequence: ��

Source: %XVLQHVV�SDUWQHU�UHODWLRQVKLSV Partner function: 6ROG�WR�3DUW\��&50� Save the data and go back to the IMG.

1-2-3 Enhance the partner determination procedure =36�� with the partner function &RQWDFW�3HUVRQ��&50�, which the system finds automatically.

The partner function &RQWDFW�3HUVRQ��&50� should occur at least once and no more than three times.

For determination, use the access sequence ==��, which you created in the previous exercise.

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© SAP AG CR100 7-25

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Select the partner determination procedure =36�� and then double-click 3DUWQHU�)XQFWLRQV�LQ�3URFHGXUH. Click on 1HZ�(QWULHV. Partner function: &RQWDFW�SHUVRQ��&50� Number of Occurrences (Lowest): �

Number of Occurrences (Highest): �

Access Sequence ��6ROG�7R�3DUW\�±�5HODWLRQVKLSV

1-2-4 In the details of partner function Ship-To Party choose 5HFHLYH�JRRGV�from the drop down list $GGUHVV�IRU�7UDQV� In the details of all other partner functions mark the checkbox 6WDQGDUG�DGGUHVV�RQO\.

1-2-5 Display the partner function (PSOR\HH�UHVSRQVLEOH��&50� on the header screen as well (user interface settings!).

Double-click on 8VHU�,QWHUIDFH�6HWWLQJV. Partner Function 3: (PSOR\HH�UHVSRQVLEOH��&50�

1-2-6 Assign the partner determination procedure =36## to transaction type =$## (##4XRWDWLRQ).

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�Search for transaction type =$��and change the GHWDLOV� Enter�=36��in the field 3DUWQHU�'HWHUP�3URF.�

1-2-7 Test the new partner determination procedure by creating the sales transaction ��4XRWDWLRQ� Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)?

6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV�Create a transaction ##4XRWDWLRQ�and use the sold-to party ##6WRFNPDQQ�$*

Now, no dialog box should appear because of unclear address determination.

On the *HQHUDO tab, you should be able to see the Responsible employee partner function.

Go to the 3DUWQHU tab page. The system found the contact person Michael ##Contact

© SAP AG CR100 7-26



Access sequences enable the formulation of search strategies to search for individual partners. For example the (PSOR\HH�5HVSRQVLEOH can be determined through organizational data determination or, if no partners are found here, can be entered manually by the system user.


Yes, it is possible to define your own partner functions to fit your personal requirements.


Partner function categories cannot be enhanced in Customizing.




The partner function �� ((PSOR\HH�UHVSRQVLEOH) is assigned to the relationship category LV�UHVSRQVLEOH�IRU.


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3DUWQHU�3URFHVVLQJ�o�'HILQH�3DUWQHU�'HWHUPLQDWLRQ�3URFHGXUH�Select the partner determination procedure =36�� and then double-click 3DUWQHU�)XQFWLRQV�LQ�3URFHGXUH. Select partner function (PSOR\HH�UHVSRQVLEOH and call up the details.

In the access sequence field, enter the access sequence you just created.

Maintain an LV�UHVSRQVLEOH�WR�relationship as explained in Business Partner exercise 1-2-2.

Create a new ##Quotation and test if your settings were implemented correctly.

© SAP AG CR100 7-27


2-1 Analyze partner processing for the sales transaction ##6HUYLFH�2UGHU in Customizing.�In a separate parallel session, create a sales transaction with transaction type ##6HUYLFH�2UGHU. Use your business partner ##6WRFNPDQQ�$* as Sold-To Party.

2-1-1 Which partner functions were automatically found by the system for this particular service transaction?

6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�6$3�5HIHUHQFH�,0* button

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�The =7659+�� partner determination procedure is assigned to transaction type =6(� (Service Process).


The partner determination procedure =7659+�� contains the following QLQH partner functions:

6ROG�WR�SDUW\��%LOO�WR�SDUW\��3D\HU��$FWLYLW\�SDUWQHU��(PSOR\HH�UHVSRQVLEOH��&RQWDFW�SHUVRQ��9HQGHU��6HUYLFH�7HFKQLFLDQ�*URXS�and�6KLS�WR�SDUW\�6HUYLFH�UHFLSLHQW��Does the system also determine a contact person?

Is it Michael ##Contact?

$OWKRXJK�WKH�V\VWHP�GHWHUPLQHV�WKH�&RQWDFW�SHUVRQ��&50��SDUWQHU�IXQFWLRQ��LW�GRHV�QRW�ILQG�0LFKDHO��&RQWDFW��


,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3DUWQHU�3URFHVVLQJ�o�'HILQH�3DUWQHU�'HWHUPLQDWLRQ�3URFHGXUH�Display the details for the (PSOR\HH�UHVSRQVLEOH partner function.

=&+0�2-1-3 Can you manually maintain additional partners in the partner view? If so, do

this.

In your second session, go to the 3DUWQHU�tab page in the service process in the 7UDQVDFWLRQ�GDWD�and enter another contact person (the Business Partner number for Michael Contact ��, for example).

© SAP AG CR100 7-28

2-2 Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Service Order that will determine at least one of the customer’s contact persons (Michael ##Contact).

2-2-1 Copy the partner determination procedure 6HUYLFHRUGHU�+HDGHU�(=7659+��) with all its dependent entries to =36##. Name the new partner determination procedure 3DUWQHU'HW3URF��.

,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3DUWQHU�3URFHVVLQJ�o�'HILQH�3DUWQHU�'HWHUPLQDWLRQ�3URFHGXUH�Select the entry =7659+��and choose &RS\�$V. Confirm the dialog box and copy all dependent entries. Name the new partner determination procedure 3DUWQHU'HW3URF�� Save your data and go back to the IMG.

2-2-2 Create a single access sequence ==��,��6ROG�7R�3DUW\�±�5HODWLRQVKLSV,�with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter ��for the batch and dialog sequences, %XVLQHVV�SDUWQHU�UHODWLRQVKLSV�as the source, and 6ROG�WR�3DUW\��&50� as the partner function.�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3DUWQHU�3URFHVVLQJ�o�'HILQH�$FFHVV�6HTXHQFHV�Choose 1HZ�(QWULHV and enter ==��as�the ID and ##6ROG�7R�3DUW\�±�5HODWLRQVKLSV�as the description.

Select the new access sequences and choose ,QGLYLGXDO�$FFHVVHV. Enter the following data:

Batch Sequence: ��

Dialog Sequence: ��

Source: %XVLQHVV�SDUWQHU�UHODWLRQVKLSV Partner function: 6ROG�WR�3DUW\��&50� Save the data and go back to the IMG.

2-2-3 Change the =36�� partner determination procedure and assign the access sequence you just created to the &RQWDFW�SHUVRQ��&50� partner function.

In addition to this, the partner function &RQWDFW�3HUVRQ��&50� should occur at least once and no more than three times.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3DUWQHU�3URFHVVLQJ�o�'HILQH�3DUWQHU�'HWHUPLQDWLRQ�3URFHGXUH�Select the partner determination procedure =36�� and then double-click 3DUWQHU�)XQFWLRQV�LQ�3URFHGXUH. Choose the partner function &RQWDFW�SHUVRQ��&50�. Number of Occurrences (Lowest): �

Number of Occurrences (Highest): �

Access Sequence ��6ROG�7R�3DUW\�±�5HODWLRQVKLSV�

© SAP AG CR100 7-29

2-2-4 Display the partner function &RQWDFW�SHUVRQ��&50� on the header screen as well (user interface settings!).

Double-click on 8VHU�,QWHUIDFH�6HWWLQJV. Partner Function 3: &RQWDFW�SHUVRQ��&50�

2-2-5 Assign the partner determination procedure =36## to transaction type =6## (##6HUYLFH�2UGHU).

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�Search for transaction type =6�� and change the 'HWDLOV. Enter�=36��in the field 3DUWQHU�'HWHUP�3URF�.�

2-2-6 Test the new partner determination procedure by creating the sales transaction ��6HUYLFH�2UGHU� Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)?

6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV�Create a transaction ##6HUYLFH�2UGHU�and use the sold-to party ##6WRFNPDQQ�$*

You should be able to see the contact person partner function and the found partner Michael ##Contact in the )DVW�(QWU\��5HIHUHQFH� area.

© SAP AG CR100 7-30



Access sequences enable the formulation of search strategies to search for individual partners. For example the (PSOR\HH�5HVSRQVLEOH can be determined through organizational data determination or, if no partners are found here, can be entered manually by the system user.


Yes, it is possible to define your own partner functions to fit your personal requirements.


Partner function categories cannot be enhanced in Customizing.




The partner function �� ((PSOR\HH�UHVSRQVLEOH) is assigned to the relationship category LV�UHVSRQVLEOH�IRU.


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3DUWQHU�3URFHVVLQJ�o�'HILQH�3DUWQHU�'HWHUPLQDWLRQ�3URFHGXUH�Select the partner determination procedure =36�� and then double-click 3DUWQHU�)XQFWLRQV�LQ�3URFHGXUH. Select partner function (PSOR\HH�UHVSRQVLEOH and call up the details.

In the access sequence field, enter the access sequence you just created.

Maintain an LV�UHVSRQVLEOH�WR�relationship as explained in Business Partner exercise 1-2-2.

Create a new ##Service Order and test if your settings were implemented correctly.

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� Actions refer to the Post Processing Framework (PPF) Basis Components, which can automatically trigger output, follow-up activities or workflows. �

You can normally use the $FWLRQV tab page in a business transaction to edit a list of possible actions for the business transaction.

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� An action profile is determined from the corresponding transaction type or item category. y You assign an action profile GLUHFWO\ to a transaction type/item category. y You define an DFWLRQ�SURILOH�GHWHUPLQDWLRQ (condition technique; the same as pricing). �

Actions are stored as action definitions within an action profile. � You can control action processing using different settings and parameters: y Action changeable or executable in dialog y Action displayed in toolbar (SAP GUI) y Processing time y Partner dependence y Action merging y Processing types �

Only one processing type is allowed for each action definition in online execution. � Generally speaking, you should not model any dependencies between actions.

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� There are two modes available for defining conditions: y Mouse-oriented PC mode y Direct text entry mode (traditional) �

User settings can be made to change between both modes. � When editing conditions, you can use expressions and constants and connect them with operators, for example, Status = ’in process’. �

Conditions can be checked for proper syntax and tested.

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� If you select ,PPHGLDWHO\ as the processing time, the action is started as soon as the start condition is fulfilled. �

If you select Process when saving the document, the action is started when the document is saved. � If you select Process using the Selection Report, the action is started after a selection report is executed if the start condition has been fulfilled. This processing type is particularly useful for actions that are used for deadline monitoring (such as monitoring the Service Level Agreement). �

Actions are displayed in transactions that support actions and to which an action profile is assigned. You can display a list of actions scheduled for the transaction on the transaction’s $FWLRQV tab page. The following information is displayed in the list for each action: y Status (action scheduled, action processed) y Description (purpose of action) y Conditions (settings for action definition and conditions are displayed) y Creator, Creation date

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� SAP Smart Forms must be used to print, e-mail or fax documents such as an order confirmation. � Actions can create an event to start a workflow. � Methods are Business Add-In (BAdI) implementations. You can define your own BAdI implementation to adapt actions to your processes and needs. (EXEC_METHODCALL_PPF is the relevant BAdI.) �

There are a large number of BAdI implementations supplied by SAP that are used in the standard transactions. �

Examples for standard methods include the following: y COPY_DOCUMENT (create a follow-up document) y COMPLETE_DOCUMENT (set status completed within document) y CREDIT_MEMO (create credit memo item) y REPAIR_ITEM (create a repair item) y 1O_EVENT_CREATE (create a workflow event)

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SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge, thanks to a completely graphical user interface. �

When you request a printout of a form, the application program obtains the relevant data to be used and prints it on the form. Data retrieval and form logic are separated from one another. �

SAP Smart Forms replace SAPscript forms.

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� You can use the action monitor to monitor and trigger the processing of actions for several transactions. � The action monitor program, RSPPFPROCESS, originates from the 3RVW�3URFHVVLQJ�)UDPHZRUN (PPF). You can use this program to check processing for all actions (for example, output, follow-on documents). �

As soon as the processing time 3URFHVVLQJ�E\�VHOHFWLRQ�UHSRUW for an action is set in Customizing (for an output, for example), you can select the actions with this program and initiate their processing. This is particularly useful for actions that are used for deadline monitoring (such as Service Level Agreements: first reaction and solutions times for service orders). �

It can also make sense to use the action monitor to process actions with the processing time :KHQ�6DYLQJ; if time-dependent conditions have been fulfilled after a certain time without any changes to the document, for example. The program should be executed regularly so that actions are also started in these cases.

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$FWLRQV are part of the Post Processing Framework and are therefore Basis functions. In SAP CRM, actions can be defined in Customizing: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�$FWLRQV. �

You can find both the SAP Business Workflow and the Post Processing Framework in other SAP systems.

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• Describe how an action of the type ‘order confirmation’ is determined within a quotation

• Create an action profile using a wizard

• Assign an action profile to a transaction type and test it

You want to print out quotations. Because output is triggered through actions, you have to understand how actions are set up and processed.

Also you would like to automatically create follow-up activities. This can also be accomplished with appropriate action definitions.

1-1 Create a ##Quotation and check if and how you can issue a corresponding form.

1-1-1 Create a quotation of the type ��4XRWDWLRQ for the customer ��6WRFNPDQQ�$*. Offer the customer ��SLHFHV of the material with the description ��0RQLWRU.

1-1-2 Display all the actions that the system found for this quotation.

What entries are there on the corresponding tab page?

Does the list include the action 3ULQW�4XRWDWLRQ�0DQXDOO\? Now schedule the action manually.

What processing status does this action have?

1-1-3 Display the print preview of the commitment to finance that was determined.

1-2 Trigger processing of the 3ULQW�4XRWDWLRQ�0DQXDOO\�action.

1-2-1 Can you execute the action directly from transaction processing?

1-2-2 Call the action monitor and use the parameter action definition �4827$7,21B35,17��action status = �, processing time = � Processing using selection report.

If you want to select the action that was found in the quotation you created, enter the � WUDQVDFWLRQ�QXPEHU> in the application key field.

You can also work without this selection parameter and sort or filter to find the creator in the list that appears.

Now process your action using the action monitor.

© SAP AG CR100 8-16

1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW�4XRWDWLRQ�0DQXDOO\ action.

1-3-1 Which action profile is used by transaction type ZA## (##Quotation)?

1-3-2 Analyze this action profile. At what time is the action processed and the quotation form output?

1-3-3 Check the details of the action definition to find out why you could not execute the action from transaction processing.

© SAP AG CR100 8-17

2-1 You would like to create an action profile for your ##TradeFairVisits that helps you create a follow-up activity once the preceding activity is completed.

2-1-1 Go to the IMG and create an action profile for transactions.

After starting the wizard use the following data:

Action Profile: =$&7,21352),/(��

Description: $FWLRQ�3URILOH�)ROORZ�XS�$FWLYLWLHV��Date Profile: ��

Object Type Name: %86��

Choose &RQWLQXH.

Enter =)2//2:83�� as the action definition and )ROORZ�XS�$FWLYLW\�6DOHV�&DOO�� as the description

Choose &RQWLQXH.

3URFHVVLQJ�7LPH: ,PPHGLDWH�SURFHVVLQJ

Schedule Automatically: <GR�QR�VHOHFW>

Display in Toolbox: <VHOHFW�WKLV>

Changeable in Dialog: <VHOHFW�WKLV>

Executable in Dialog: <VHOHFW�WKLV>

Choose &RQWLQXH.

The action should QRW be partner-dependent.

Choose &RQWLQXH.

Select 0HWKRG�&DOO. Choose &RQWLQXH.

Use F4 Help on field 0HWKRG to select method &23<B'2&80(17.

In 'HWHUPLQH�3URF��3DUDPHWHU, click on the change icon ( ).

Create a Container Element with the create icon ( ).

Element: 352&(66B7<3(

Description: 3URFHVV�7\SH Short Description: $FWLRQ�7UDQVDFWLRQ�7\SH Enter an $%$3�'LFWLRQDU\�REMHFW�UHIHUHQFH. Structure: &50'B25'(5$'0B+

Field: 352&(66B7<3(

Assign the initial value �� (Sales Call).

…

© SAP AG CR100 8-18

…

Choose &RQILUP and then select $GRSW�HQWULHV. Choose &RQWLQXH.

Enter an appropriate text.

Choose &RQWLQXH.

You do not want to use any conditions in the first step. Choose &RQWLQXH twice.

In the wizard, click on &RPSOHWH.

2-1-2 Assign the action profile to transaction type =%## (##7UDGH)DLU9LVLW).

2-2 Test your settings.

2-2-1 Create a new business activity of the type =%��.

Enter a business partner and a description and go to the $FWLRQV tab. Is the action scheduled yet?

BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB �What are your two options for scheduling the action?

Option 1: __________________________________________

Option 2: BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB�2-2-2 Schedule the action and save the trade fair visit.

What do you notice?

2-3 Next, you want to add a schedule condition to your action. As soon as your trade fair visit is done (and only then), you want to be able to create a follow-up activity of the type Sales Call.

2-3-1 Define a schedule condition for your )ROORZ�XS�$FWLYLW\�6DOHV�&DOO ## action. Go to the IMG and start defining the condition.

Choose (GLW�&RQGLWLRQ. Enter $FWLYLW\�FRPSOHWHG�� as the name. Click the hyperlink to define the condition.

Expand the container object &50�%XV��$FWLYLW\.

Using the editor, form an expression 8VHU�6WDWXV� �&RPSOHWH (status profile &50$&7,9).

Transfer the condition and save it.

2-3-2 Test your settings again by creating another trade fair visit.

Can you schedule the action immediately after creating the transaction?

Complete the trade fair visit by setting the status accordingly.

Can you schedule the activity now?

© SAP AG CR100 8-19


1-1 Create a ��6HUYLFH�2UGHU�and check if and how you can issue a corresponding form.

1-1-1 Create a service order of the type ��6HUYLFH�2UGHU�for the customer ##Stockmann AG. You offer the customer ��68�of the�##5HSDLU service.

1-1-2 Display all the actions that the system found for this service order.


Does the list include the action 3ULQW�6HUYLFH�3URFHVV�0DQXDOO\? Now schedule the action manually.


1-1-3 Display the print preview of the determined order confirmation.

1-2 Trigger processing of the 3ULQW�6HUYLFH�3URFHVV�0DQXDOO\�action.


1-2-2 Call the action monitor and use the parameter action definition �6(59,&(�352&(66�62/'�72�3$57<��action status = �, processing time = � Processing using selection report.




1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW�6HUYLFH�3URFHVV�0DQXDOO\ action.

1-3-1 Which action profile is used by transaction type ZS## (##Service Order)?



© SAP AG CR100 8-20

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1-1 Create a ##Quotation and check if and how you can issue a corresponding form.

1-1-1 Create a quotation of the type ��4XRWDWLRQ for the customer ��6WRFNPDQQ�$*. Offer the customer ��SLHFHV of the material with the description ��0RQLWRU. 6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV�o�7UDQVDFWLRQ�o�&UHDWH�Enter the data given in the exercise.

1-1-2 Display all the actions that the system found for this quotation.

Go to the $FWLRQV tab strip.


You can see various actions:�(&DOO�&XVWRPHU�$JDLQ�$ERXW�2IIHU��«��$UFKLYH�RXWJRLQJ�TXRWDWLRQ).

Does the list include the action 3ULQW�4XRWDWLRQ�0DQXDOO\? Now schedule the action manually.

1R, the list does not include this action.

Select ‘Create action’ ( ) and 3ULQW�4XRWDWLRQ�0DQXDOO\. What processing status does this action have?

The action has not yet been processed ( ).

1-1-3 Display the print preview of the Quotation Confirmation that was determined.

On the $FWLRQV�tab, select the Quotation Confirmation that was determined and press the 3UHYLHZ�button � �.

© SAP AG CR100 8-22

1-2 Trigger processing of the 3ULQW�4XRWDWLRQ�0DQXDOO\�action.


Select the ([HFXWH action ( ).

1R, the action cannot be executed in dialog mode.

1-2-2 Call the action monitor and use the parameter action definition �4827$7,21B35,17��action status = �, processing time = � Processing using selection report.

If you want to select the action that was found in the customer order you created, enter the � WUDQVDFWLRQ�QXPEHU> in the application key field.


6$3�0HQX�o�6DOHV�o�0RQLWRULQJ�o�$FWLRQ�0RQLWRU�Now process your Quotation Confirmation using the action monitor.

Select the entry for the transaction you created (via the transaction number in the application key column) and click on 3URFHVV ( ). This changes the status of the action to 3URFHVVHG�VXFFHVVIXOO\.

1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW�4XRWDWLRQ�0DQXDOO\ action.

1-3-1 Which action profile is used by transaction type ZA## (##Quotation)?

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�$FWLRQV�o�$FWLRQV�LQ�7UDQVDFWLRQV�o�$VVLJQ�$FWLRQ�3URILOH�WR�WKH�%XVLQHVV�7UDQVDFWLRQ�7\SH�Select the transaction type =$��. Display the�'HWDLOV. The action profile is 4827$7,21.


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�$FWLRQV�o�$FWLRQV�LQ�7UDQVDFWLRQ�o�&KDQJH�$FWLRQV�DQG�&RQGLWLRQV��o�'HILQH�$FWLRQ�3URILOHV�DQG�$FWLRQV�Select the action profile 4827$7,21. Display the details of action definition 4827$7,21B35,17.

The processing time is 3URFHVVLQJ�XVLQJ�VHOHFWLRQ�UHSRUW. 1-3-3 Check the details of the action definition to find out why you could not execute

the action from transaction processing.

The indicator ([HFXWDEOH�LQ�'LDORJ�is�QRW�VHW in the action definition’s details.

© SAP AG CR100 8-23


2-1-1 6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�$FWLRQV�o�$FWLRQV�LQ�7UDQVDFWLRQ�o�&UHDWH�$FWLRQV�:LWK�:L]DUG�Enter the data given in the exercise.

2-1-2 Assign the action profile to transaction type =%## (##7UDGH)DLU9LVLW). 6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�$FWLRQV�o�$FWLRQV�LQ�7UDQVDFWLRQ�o�$VVLJQ�$FWLRQ�3URILOH�WR�WKH�%XVLQHVV�7UDQVDFWLRQ�7\SH�Go to the details for transaction type ZB## and enter =$&7,21352),/(��in the ActionProfile field.




BBBBBBBBBBBBB�6$3�0HQX�o�$FWLYLWLHV�o�0DLQWDLQ�$FWLYLWLHV�Create an activity of the type ��7UDGH)DLU9LVLW for the activity partner ��6WRFNPDQQ�$*. Maintain any data.

Since the action is not scheduled automatically, the action does not appear on the Actions tab.

What are your two options for scheduling the action?

Option 1: on the actions tab, click on the Create Action icon ( ) and select the action.

Option 2: in transaction processing, click on the Actions icon ( ) and select the action.

2-2-2 Schedule the action and save the trade fair visit.

What do you notice?

Choose one of the two methods of scheduling the action and save the transaction.

The document flow icon is ready for input because processing the action created a follow-up activity.

© SAP AG CR100 8-24

2-3 Next, you want to add a schedule condition to your action.

As soon as your trade fair visit is done (and only then), you want to be able to create a follow-up activity of the type Sales Call.


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�$FWLRQV�o�$FWLRQV�LQ�7UDQVDFWLRQ�o�&KDQJH�$FWLRQV�DQG�&RQGLWLRQV��o�'HILQH�&RQGLWLRQV�In the upper-left corner, double-click on your action profile.

Click the 6FKHGXOH�&RQGLWLRQ tab.

Choose (GLW�&RQGLWLRQ.

Click on the K\SHUOLQN to create the condition.

Open your current container object &50�%XV��$FWLYLW\.

Double-click on 8VHU�6WDWXV. Click on the operator “=”.

Use the input help in the &RQVWDQW field.

Enter status profile &50$&7,9.

Choose status (��&RPSOHWH and press Enter.

Adopt and save the condition.


6$3�0HQX�o�$FWLYLWLHV�o�0DLQWDLQ�$FWLYLWLHV�Create an activity of the type ##7UDGH)DLU9LVLW for the activity partner ##6WRFNPDQQ�$*. Maintain any data.


1R, this is not yet possible because the activity does not have the correct status.


On the 'HWDLOV tab, select the &RPSOHWHG status.


<HV, the action can now be scheduled.

© SAP AG CR100 8-25


1-1 Create a��6HUYLFH�2UGHU and check if and how you can issue a corresponding form.

1-1-1 Create a service order of the type ��6HUYLFH�2UGHU�for the customer ##Stockmann AG. You offer the customer ��68�of the��5HSDLU service.

6HUYLFH�o�0DLQWDLQ�6HUYLFH�3URFHVVHV�o�%XVLQHVV�7UDQVDFWLRQ�o�&UHDWH�Enter the data given in the exercise.

1-1-2 Display all the actions that the system found for this service order.

In the 7UDQVDFWLRQ�GDWD, click on the $FWLRQV tab� What entries are there on the corresponding tab page?

You can see the action: $XWRP��,%DVH�8SGDWH. Does the list include the action 3ULQW�6HUYLFH�2UGHU�0DQXDOO\? Now schedule the action manually.

1R, the list does not include this action.

Select ‘Create action’ ( ) and 3ULQW�6HUYLFH�2UGHU�0DQXDOO\.


The action has not yet been processed ( ).

1-1-3 Display the print preview of the determined order confirmation.

On the $FWLRQV�tab, select the commitment to finance that was determined and press the 3UHYLHZ�button ( ).

1-2 Trigger processing of the 3ULQW�6HUYLFH�3URFHVV�0DQXDOO\�action.


Select the ([HFXWH action ( ).

1R, the action cannot be executed in dialog mode.

1-2-2 Call the action monitor and use the parameter action definition �6(59,&(�352&(66�62/'�72�3$57<��action status = �, processing time = � Processing using selection report.




6$3�0HQX�o�6HUYLFH�o�$FWLRQ�0RQLWRU�…

© SAP AG CR100 8-26

…

Now process your order confirmation using the action monitor.

Select the entry for the transaction you created (via the transaction number in the application key column) and click on 3URFHVV ( ). This changes the status of the action to 3URFHVVHG�VXFFHVVIXOO\.

1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW�6HUYLFH�3URFHVV�0DQXDOO\ action.

1-3-1 Which action profile is used by transaction type ZS## (##Service Order)?

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�$FWLRQV�o�$FWLRQV�LQ�7UDQVDFWLRQ�o�$VVLJQ�$FWLRQ�3URILOH�WR�WKH�%XVLQHVV�7UDQVDFWLRQ�7\SH�Select the transaction type =6��. Display the�'HWDLOV. The action profile is 6(59,&(B25'(5 (SAP standard service order).


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�$FWLRQV�o�$FWLRQV�LQ�7UDQVDFWLRQ�o�&KDQJH�$FWLRQV�DQG�&RQGLWLRQV��o�'HILQH�$FWLRQ�3URILOHV�DQG�$FWLRQV�Select the action profile 6(59,&(B25'(5.

Display the details of the action definition 6(59,&(B25'(5�62/'�72�3$57<�. The processing time is 3URFHVVLQJ�XVLQJ�VHOHFWLRQ�UHSRUW.


The indicator ([HFXWDEOH�LQ�'LDORJ�is�QRW�VHW in the action definition’s details.

© SAP AG CR100 8-27


2-1-1 SAP Implementation Guide o Customer Relationship Management o Basic Functions o Actions o Actions in Transaction o Create Actions With Wizard�Enter the data given in the exercise.

2-1-2 Assign the action profile to transaction type =%## (##7UDGH)DLU9LVLW). 6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�$FWLRQV�o�$FWLRQV�LQ�7UDQVDFWLRQ�o�$VVLJQ�$FWLRQ�3URILOH�WR�WKH�%XVLQHVV�7UDQVDFWLRQ�7\SH�Go to the details for transaction type ZB## and enter =$&7,21352),/(��in the ActionProfile field.




BBBBBBBBBBBBB�6$3�0HQX�o�$FWLYLWLHV�o�0DLQWDLQ�$FWLYLWLHV�Create an activity of the type ##7UDGH)DLU9LVLW for the activity partner ##6WRFNPDQQ�$*. Maintain any data.

Since the action is not scheduled automatically, the action does not appear on the Actions tab.

What are your two options for scheduling the action?

Option 1: on the actions tab, click on the Create Action icon ( ) and select the action.

Option 2: in transaction processing, click on the Actions icon ( ) and select the action.

2-2-2 Schedule the action and save the trade fair visit.

What do you notice?

Choose one of the two methods of scheduling the action and save the transaction.

The document flow icon is ready for input because processing the action created a follow-up activity.

© SAP AG CR100 8-28

2-3 Next, you want to add a schedule condition to your action. As soon as your trade fair visit is done (and only then), you want to be able to create a follow-up activity of the type Sales Call.


6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�$FWLRQV�o�$FWLRQV�LQ�7UDQVDFWLRQ�o�&KDQJH�$FWLRQV�DQG�&RQGLWLRQV��o�'HILQH�&RQGLWLRQV�In the upper-left corner, double-click on your action profile.

Click the 6FKHGXOH�&RQGLWLRQ tab.

Choose (GLW�&RQGLWLRQ.

Click on the K\SHUOLQN to create the condition.

Open your current container object &50�%XV��$FWLYLW\.

Double-click on 8VHU�6WDWXV. Click on the operator “=”.

Use the input help in the &RQVWDQW field.

Enter status profile &50$&7,9.

Choose status (��&RPSOHWH and press Enter.

Adopt and save the condition.


6$3�0HQX�o�$FWLYLWLHV�o�0DLQWDLQ�$FWLYLWLHV�Create an activity of the type ##7UDGH)DLU9LVLW for the activity partner ##6WRFNPDQQ�$*. Maintain any data.


1R, this is not yet possible because the activity does not have the correct status.


On the 'HWDLOV tab, select the &RPSOHWHG status.


<HV, the action can now be scheduled.

© SAP AG CR100 9-1

SAP AG 2004

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© SAP AG CR100 9-2

SAP AG 2004

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© SAP AG CR100 9-3

SAP AG 2004

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© SAP AG CR100 9-4

SAP AG 2004

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© SAP AG CR100 9-5

SAP AG 2004

Internet SalesR/3 Edition

Internet SalesR/3 Edition

mySAPAutomotive

(VehicleManagement

System)

mySAPAutomotive

(VehicleManagement

System)

SupplierRelationshipManagement

SupplierRelationshipManagement

P\6$3 &50Field ApplicationsP\6$3 &50

Field Applications

P\6$3 &50E-CommerceP\6$3 &50E-Commerce

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3ULFLQJ�DQG�7D[�'HWHUPLQDWLRQ�LQ�P\6$3 &50

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�

� In mySAP CRM scenarios the Internet Pricing & Configurator is used to carry out pricing and variant configuration. Pricing and configuration information in the Internet (E-Commerce), in CRM Enterprise as well as on the Mobile clients is processed by only this component (“One face to the customer”).

� Only in the rare case that you would like to implement a mySAP CRM scenario without any pricing or configuration functions, are you able to switch off the IPC. For more information see note 702735.

© SAP AG CR100 9-6

SAP AG 2004

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� The Internet Pricing & Configurator is a software component based on Java. �

The IPC connects the functions of the Sales Configuration Engine (SCE), the Sales Pricing Engine (SPE) and the Tax Transaction Engine (TTE).

© SAP AG CR100 9-7

SAP AG 2004

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2 7KH�GDWD�LV�PDLQWDLQHG�LQ�WKH�6$3�&50�V\VWHP�7KH�,3&�DFFHVVHV�WKH�GDWD�LQ�WKH�&50�GDWDEDVH��

2 'DWD�LV�PDLQWDLQHG�LQ�WKH�6$3�(53�V\VWHP�7KH�6$3�(53�V\VWHP�VXSSOLHV�WKH�&50�V\VWHP�ZLWK�WKLV�GDWD�DQG�WKH�,3&�DFFHVVHV�WKH�&50�GDWDEDVH�

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�

� IPC Implementation Scenarios y Scenarios without ERP integration:

- You set up pricing Customizing in SAP CRM and maintain the conditions there. This data is only available in SAP CREM and cannot be transferred to the SAP ERM system. Exception: Trade Promotion Management

- Naming convention: standard Customizing objects normally start with a digit. y Scenarios with ERP integration:

- You set up pricing Customizing in the ERP system and maintain the conditions there. Both the Customizing and the master data can be transferred from the ERP system to SAP CRM via the middleware.

- You cannot change the transferred Customizing in SAP CRM. - The transferred conditions cannot be changed in SAP CRM.

You can declare exceptions. - Naming convention: standard Customizing objects normally start with a letter.

© SAP AG CR100 9-8

SAP AG 2004

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� The system reads the first condition type of the pricing procedure and determines the assigned access sequence. This step, together with the following steps, is repeated for each condition type on the pricing procedure.

� The system reads the access sequence with the condition tables. The sequence of the condition tables forms the search strategy for determining the individual condition records. Each condition table contains the field combinations according to which the system should search in the condition records, for example business partner – product – price.

� The system searches for valid condition records for the condition tables. If the system does not find a valid condition record for the first condition table, it carries on and searches for a condition record for the next condition table.

� Once the system has found a valid condition record for a condition table, it makes the result available to pricing in the form of prices and discounts.

� If the search procedure contains more than one condition type, the system repeats the search for condition records for each condition type.

� In the SAP CRM system, the free goods, campaign and product determination functions are executed using the pricing mechanism (condition technique).

� Different kinds of condition groups – for example, prices, discounts, surcharges, freight or taxes – can be determined.

© SAP AG CR100 9-9

SAP AG 2004

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� The pricing procedure defines the valid condition types and their calculation sequence in the transaction. �

The pricing procedure also defines the following: y Which subtotals are created and displayed on the pricing screens y If a condition type is mandatory y How far it is possible to process pricing manually y Which requirements must be fulfilled for a specific condition type to be taken into account

� Pricing procedures are defined in Customizing. �

Pricing procedures have a source (&50 or 5��).

© SAP AG CR100 9-10

SAP AG 2004

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� The determination of the pricing procedure must be set up manually. Unlike in SAP ERP, you do not need to set a division, but you can.

� The following elements influence the determination of the pricing procedure: y Sales organization y Distribution channel y Document pricing procedure (can be assigned to a transaction type) y Customer pricing procedure (assignment in the business partner master record – sales area data –

billing tab page) y Division (optional)

� The pricing procedure is defined in Customizing under 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�3ULFLQJ�→�3ULFLQJ�LQ�WKH�%XVLQHVV�7UDQVDFWLRQ�→�'HWHUPLQH�3ULFLQJ�3URFHGXUHV��

© SAP AG CR100 9-11

SAP AG 2004

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�

� The condition type determines the category of a condition and how it is used. �

The calculation type and the scale base type can be controlled for each condition type. �

Each condition type can be set as an automatic surcharge or an automatic discount. �

Condition types are defined in Customizing under 6$3�,PSOHPHQWDWLRQ�*XLGH��&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�3ULFLQJ�→�'HILQH�6HWWLQJV�IRU�3ULFLQJ�→�&UHDWH�&RQGLWLRQ�7\SHV�

� Condition types have a Source (&50 or 5��). y SAP R/3 condition types can be loaded to the SAP CRM system (customizing download object

CRM_PRC_CNDTYP). y SAP CRM condition types cannot be loaded to the ERP system.

� Some ERP condition types cannot be used in SAP CRM. The details for this are covered on the next slides.

© SAP AG CR100 9-12

SAP AG 2004

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� An access sequence is a search strategy that the system uses to search valid data for a specific condition type.

� It comprises one or more accesses, that are each defined by specifying a condition table. �

The sequence of the accesses controls the priority of individual condition records. The system knows from the accesses where a valid condition record should first be searched, and which one is next.

� Create an access sequence for each condition type for which you create condition records

© SAP AG CR100 9-13

SAP AG 2004

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� Condition table: a table that defines the combination of fields that an individual condition record consists of. The condition table consists of a combination of search and result fields

� Condition records are always created using a specific key. �

Use tables for help in defining the structure of condition record keys. �

The key fields of a condition table must appear at the start of the table, in other words, non-key fields must not appear between any two key fields.

� Name ranges for condition tables: y SAP condition table 001 – 500 created in the ERP system: SAP001 – SAP500 y Customer condition table 501 – 999 created in the ERP system: CUS501 – CUS999 y SAP condition table created in the CRM system: SAPxxxxx y Customer condition table created in the CRM system: CUSxxxxx

© SAP AG CR100 9-14

SAP AG 2004

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� You can determine conditions at any level you require. �

The levels on which pricing is most commonly carried out have been predefined in the standard version. You can easily add additional levels if required. SAP R/3 includes a standard field catalog with the fields normally used in pricing. However, you can define the conditions so that they are dependent on document fields. You may have to add these fields to the field catalog.

© SAP AG CR100 9-15

SAP AG 2004

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� Data about conditions is stored in condition records. �

You can limit a price agreement to a specific period. To do this, specify a YDOLGLW\�SHULRG. This can be useful when you want to have different price lists for different years or have discounts valid only for the duration of a special offer.

� The values in a condition record (price, surcharge, discount) can be maintained according to a VFDOH. You can specify an unlimited number of levels in a scale.

© SAP AG CR100 9-16

SAP AG 2004

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� You can use the price group &XVWRPHUV to group products for which the same conditions are to be valid. You assign the price group to the customers or to the products when you maintain the business partners (customer partner function) or the products. You can define your own price groups.

� The conditions maintained in SAP CRM that begin with a zero (0), for example, 0PR0 for price, is equivalent to the PR00 for the price from SAP R/3 or SAP ECC.

� In Customizing you can group the condition types / condition tables that you want using the condition maintenance group (6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�&RQGLWLRQV�DQG�&RQGLWLRQ�7HFKQLTXH). By assigning the context *&0, you make the corresponding selection of condition types / condition tables possible for general condition maintenance.

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SAP AG 2004

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� A condition maintenance group bundles condition tables and types for condition maintenance. This defines a special view in condition maintenance.

� In addition to specific maintenance contexts, there is also general condition maintenance (GCM) in the SAP CRM system (6$3�0HQX�→�0DVWHU�'DWD�→�3ULFHV�DQG�&RQGLWLRQV�→��0DLQWDLQ�&RQGLWLRQV). Here, you can maintain the conditions that are in condition maintenance groups and were assigned to the GCM maintenance context.

� You can define your own condition maintenance groups in Customizing y 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�&RQGLWLRQV�DQG�&RQGLWLRQ�7HFKQLTXH�→�&RQGLWLRQ�7HFKQLTXH��%DVLFV�→�&UHDWH�0DLQWHQDQFH�*URXS�

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E You can carry out a SULFLQJ�DQDO\VLV. This is a log that gives you an overview of the transactions in automatic pricing. y You can use this information to check how the individual pricing elements from the item are

calculated in the system. y Not only information for the last pricing transaction the system carried out is displayed, but for each of

these transactions. This enables you to compare pricing transactions. This can be useful after failed searches or price changes.

y User parameter PRC_TRACE = X needs to be set. y Condition analysis is not available in the People-Centric UI.

© SAP AG CR100 9-19

SAP AG 2004

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E SAP Pricing has a flexible infrastructure that enables comprehensive pricing strategies. E

SAP Pricing benefits include: y Increased profitability through economically sound response to any type of customer request y Increased competitiveness y Timely reaction to any type of customer request y Enhanced selling effectiveness by providing product, pricing and discount information at the point of

sale E

Differences in Pricing in SAP CRM and SAP R/3 or SAP ECC. y Condition types that are not supported in SAP CRM: EK01, EK02, BO01 to BO05, AZWR, RL00,

MW15, VRPS, EDI1, EDI2. y Mass copying of condition records is not possible in SAP CRM. y Change documents are not available in SAP CRM. y Archiving of pricing conditions is not possible in SAP CRM.

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E In pricing, more than one condition record may apply to a particular item at any one time. You can use FRQGLWLRQ�H[FOXVLRQ to compare possible conditions in order to determine such things as the best price for a customer.

E 9DULDQW�FRQGLWLRQV can be used to influence the price of a configurable material depending on the characteristic values assigned.

E You can use JURXS�FRQGLWLRQV when you want some conditions to be used as the basis for determining scale values from several items. Example: Materials have been assigned to a material pricing group. You want a quantity-based discount to be assigned to these materials. You want the quantity scale to be read cumulatively with the cumulated quantity of all materials in the sales order that are assigned to this material pricing group.

E +LHUDUFKLFDO�DFFHVV is used to optimize pricing for hierarchical data constellations such as a product hierarchy. General condition maintenance is available in the classic user interface and in the People-Centric User Interface.

E Minimum and maximum limits allow you to restrict manual processing of pricing conditions in transactions per condition type. Currently this can be used only for condition records that were originally created in SAP R/3.

© SAP AG CR100 9-21

SAP AG 2004

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��>�RI�] T�K"��GS/�7��HT�J��O�G• Address

• Country or region• Jurisdiction code

• Tax registration numbers

Z@^�KM;O�Y"T�GK• Address

• Country or region• Jurisdiction code

• Tax registration number• Tax types and groups

�*G;O��/^�L�M• Tax types and groups

��T�G!I�MBN O/J• Date• CRM item object type

�

E If you create billing documents using CRM Billing, the taxes are determined via the Transaction Tax Engine.

E To trigger the Transaction Tax Engine call, you need define the condition type �77( (for tax calculation and the net price) or �77( (for tax calculation and the gross price). Recommendation: use the �&50�� pricing procedure.

E As of SAP CRM 4.0, there is a WD[�GRFXPHQW. This document is stored permanently in a system and can be accessed at all times. The Tax Document comprises all input and output data for a particular Transaction Tax Engine (TTE) tax determination and calculation.

E You can find a check list for the TTE’s basic settings in the online documentation. E

The TTE determines and calculates tax based on the condition records and tax exemption licenses. The TTE uses the transferred data to determine the tax event, tax type(s) and the corresponding tax record.

E The simulation transaction TTE_SIMULATION supports: y Tests of all Customizing parameters y Tests of all tax calculation results y Saving documents

© SAP AG CR100 9-22

SAP AG 2004

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E Tax calculation requires classification of business partners and products. The business partner and product tax classification is made by assigning tax groups to the tax types (for example, VAT, sales tax) that must be determined in any given country. The tax groups indicate whether a business partner is liable for or exempted from the respective tax type that is imposed.

E In Customizing, the tax type specifies which taxes are determined for each country. y Corresponding tax groups are defined for business partners and products for each tax type. The

combination of tax group, the country (or region), and tax type determines the tax condition record. y A default tax group can be defined for business partners and products per country and tax type. When

a business partner or a product has not been assigned a tax classification, the default tax group is used.

© SAP AG CR100 9-23

SAP AG 2004

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E A prerequisite for business partner and product tax classification is the definition of country-specific tax types and tax groups in Customizing.

E The WD[�W\SH specifies which taxes are determined for each country. The DFFHVV�VHTXHQFH specifies the order in which condition records are accessed for a country when more than one tax type has been defined for it.

E The WD[�FDWHJRU\ is a distinct grouping of taxes to which tax types belong such as sales tax, withholding tax or excise tax.

E Corresponding tax groups are defined for business partners and products for each tax type. The combination of tax group, the country (or region), and tax type determines the condition record.

E A default tax group can be defined for business partners and products per country and tax type. When a business partner or a product has not been assigned a tax classification, the default tax group is used.

© SAP AG CR100 9-24

SAP AG 2004

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• Maintain conditions in the SAP CRM system

• Maintain conditions in the SAP ERP system

• Understand certain basic Customizing settings related to pricing in transactions

You want to set up your sales and service transactions so that, when transactions are processed, pricing is carried out and the relevant pricing elements are found for each business transaction. You also want to familiarize yourself with condition maintenance, which is used in both the ERP and CRM systems.

1-1 Conditions and Condition Maintenance in the CRM System

1-1-1 Create a sales transaction of the type 6DOHV�3URFHVV with the business partner ��0HJDVWRUH and enter the product +7�� with the TXDQWLW\�� pieces.

1-1-2 Check in the transaction’s item details to see if the system found a FXVWRPHU�GLVFRXQW (�.��).

1-1-3 Try entering a FXVWRPHU�GLVFRXQW into the transaction manually, with a value of ��. Is this possible?

1-1-4 In the future, the customer should receive a FXVWRPHU�GLVFRXQW (�.��) of �� for transactions of this type. This agreement should last from today until the end of the year.

Maintain a condition master record in the 6$3�&50 system accordingly.

1-1-5 Create another sales transaction of the type 6DOHV�3URFHVV with the business partner ##0HJDVWRUH and enter the product +7�� with the�TXDQWLW\��pieces.

What do you notice about the conditions screen?


_______________

© SAP AG CR100 9-26

1-2 Conditions and Condition Maintenance in the ERP System

1-2-1 In the SAP CRM system, create a sales transaction of the type ��4XRWDWLRQ with the business partner ��6WRFNPDQQ and enter the product called ��0RQLWRU with a TXDQWLW\ of�� pieces.

1-2-2 Check in the transaction’s item details to see if the system found a SULFH (35��).

Is this a customer-specific material price?

How do you know?

1-2-3 In the future, you want the customer to receive a customer-specific material price of ��(85 per piece for transactions of this type.

With quantities of ��SLHFHV of more, the material costs ��(85 for this customer. This agreement should last from today until the end of the year.

Maintain a condition master record in the 6$3�(53 system accordingly.

1-2-4 Create another sales transaction of the type ��4XRWDWLRQ with the business partner ��6WRFNPDQQ and enter the product called ��0RQLWRU with a TXDQWLW\ of�� pieces.


Call up the access analysis.

What is the name of the condition table on which this customer-specific material price is based?

_______________

Please note that this is a database table, in which important information relating to the price conditions is saved.

The conditions table in Customizing does not have the prefix CNCCRMPR.


_______________

© SAP AG CR100 9-27

1-3 Customizing Pricing

1-3-1 Take a look at one of the transactions from the previous exercise.

1-3-2 What pricing procedure was determined?

Transaction from 1-1:�BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB�Transaction from 1-2:�BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB�

1-3-3 What factors influence the determination of a pricing procedure? Where in the system are the concrete values of the factors for your business transactions from the previous exercise?

Transaction from 1-1:_________________________________

___________________________________________________

___________________________________________________

Transaction from 1-2:_________________________________

___________________________________________________

___________________________________________________

1-3-4 Can you make any changes to the two pricing procedures in the SAP CRM system’s Customizing?

Transaction from 1-1:BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB�Transaction from 1-2:BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB�

1-3-5 You want to display the customer-specific material price (which you created in the ERP system) (FRQGLWLRQ�W\SH�35��) in general condition maintenance.

To do this, set up a separate condition maintenance group – =&0*�� (PDLQWHQDQFH�JURXS ##) – containing the corresponding condition table / condition type. Use a suitable description.

Specify that this condition maintenance group is in the *&0 (general condition maintenance) context.

1-3-6 In general condition maintenance, check if you can display condition master records of condition type PR00 in the condition maintenance group ZCMG##.

© SAP AG CR100 9-28

© SAP AG CR100 9-29



2-1-1 Create a service process of the type ��6HUYLFH�2UGHU with the business partner ��6WRFNPDQQ�$* and enter the product ��5HSDLU with the TXDQWLW\�� 68.





2-1-5 Create another service process of the type ��6HUYLFH�2UGHU with the business partner ��6WRFNPDQQ�$* and enter the product ��5HSDLU with the TXDQWLW\�� 68.



_______________ >o�GDWD�VKHHW@

© SAP AG CR100 9-30


2-2-1 Take a look at the transaction from the previous exercise.


BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB�2-2-3 What factors influence the determination of a pricing procedure? Where in the

system are the concrete values of the factors for your business transactions from the previous exercise?

__________________________________________________

___________________________________________________

___________________________________________________

2-2-4 Can you make any changes to the pricing procedure in the SAP CRM system’s Customizing?

BBBBBBBBBBBBBBBBB�2-2-5 You want to display the customer-specific material price (which you created in

SAP ERP) (FRQGLWLRQ�W\SH�35��) in general condition maintenance.



2-2-6 In general condition maintenance, check if you can display condition master records of condition type 35�� in the condition maintenance group =&0*##.�

© SAP AG CR100 9-31

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1-1-1 Create a sales transaction of the type 6DOHV�3URFHVV with the business partner ��0HJDVWRUH and enter the product +7�� with the TXDQWLW\�� pieces.


Select 6DOHV�o�6DOHV�7UDQVDFWLRQ.

Enter ��0HJDVWRUH in the 6ROG�WR�SDUW\ field and confirm your entry.

In the 3URGXFW field, enter the number +7�� with the TXDQWLW\�� and confirm your entry.


Click on the ([SDQG�GDWD�DUHDV icon ( ) to see the item details.


The list of displayed condition types does QRW include the entry 0K07.


Choose $SSHQG�5RZ�( ).

Ctyp: �.��

Amount: �

The minus sign (-) and unit (%) are added automatically.

You do not need to save the transaction.



6$3�0HQX�o�0DVWHU�'DWDo�3ULFHV�DQG�&RQGLWLRQV�o�0DLQWDLQ�&RQGLWLRQV�Application: &50

Maintenance group: %83$',6&28�…

© SAP AG CR100 9-32

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Choose (([HFXWH).

In the data area, enter the value 0K07 in the &RQGLWLRQ�7\SH (&W\S) field on the right and confirm your entry. Enter:

Sales Organization: 6DOHV�86�Distribution Channel: ��Division: ��

Customer:� 1XPEHU�RI��0HJDVWRUH�Amount: ��Valid-From Date: WRGD\�Valid-To Date: (QG�RI�\HDU�Save your data.

1-1-5 Create another sales transaction of the type 6DOHV�3URFHVV with the business partner ##0HJDVWRUH and enter the product +7�� with the�TXDQWLW\��pieces.


Now the list of displayed condition types includes the entry 0K07 with the amount 3%.


_______________

© SAP AG CR100 9-33

1-2 Conditions and Condition Maintenance in the ERP System

1-2-1 In the SAP CRM system, create a sales transaction of the type ��4XRWDWLRQ with the business partner ��6WRFNPDQQ and enter the product called ��0RQLWRU with a TXDQWLW\ of�� pieces.


Select 6DOHV�o��4XRWDWLRQ.

Enter ##6WRFNPDQQ in the 6ROG�WR�SDUW\ field and confirm your entry.

In the 3URGXFW field, enter the number of the product with the description ��0RQLWRU�and the TXDQWLW\��and confirm your entry.

1-2-2 Check in the transaction’s item details to see if the system found a SULFH (35��).

Is this a customer-specific material price?

How do you know?

Click on the ([SDQG�GDWD�DUHDV icon ( ) to see the item details.


Select the row with condition type PR00 and click on the 'LVSOD\�FRQGLWLRQ�UHFRUG button.

The condition record is not related to a customer, it depends instead on the following keys: 6DOHV�RUJDQL]DWLRQ��'LVWULEXWLRQ�FKDQQHO��3URGXFW�,'.

Alternatively, you can answer this question by carrying out an access analysis.

1-2-3 In the future, you want the customer to receive a customer-specific material price of ��(85 per piece for transactions of this type.

With quantities of ��SLHFHV of more, the material costs ��(85 for this customer.

This agreement should last from today until the end of the year.

Maintain a condition master record in the 6$3�(53 system accordingly.

6$3�0HQX�o�/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�0DVWHU�'DWD�o�&RQGLWLRQV�o�6HOHFW�8VLQJ�&RQGLWLRQ�7\SH�o�&UHDWH�Condition Type: 35��

Select ENTER, then the key combination &XVWRPHU�PDWHULDO�ZLWK�UHOHDVH�VWDWXV and confirm this.

…

© SAP AG CR100 9-34

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Sales Organization: ��

Distribution Channel: ��

Customer:� 1XPEHU�RI��6WRFNPDQQ�Material: 1XPEHU�RI�\RXU��0RQLWRU� Amount: ��

Valid-From Date: WRGD\

Valid-To Date: (QG�RI�\HDU Choose scales ( ).

In the second row, enter:

Scale quantity: ��

Amount: ��Save your data.

1-2-4 Create another sales transaction of the type ��4XRWDWLRQ with the business partner ��6WRFNPDQQ and enter the product called ��0RQLWRU with a TXDQWLW\ of�� pieces.


The system LQFOXGHV the FXVWRPHU�VSHFLILF�PDWHULDO�SULFH. Call up the access analysis.

Select the $FFHVV�button.

Expand the entry for condition determination.

Expand the entry for 6WHS�� (35��; green).

Expand the entry $FFHVV��.

What is the name of the condition table on which this customer-specific material price is based?

The condition table is called &1&&50356$3��.

Please note that this is a database table, in which important information relating to the price conditions is saved.

The conditions table in Customizing does not have the prefix &1&&5035.


_______________

© SAP AG CR100 9-35


1-3-1 Take a look at one of the transactions from the previous exercise.


Open each of the transactions and go to the +HDGHU�2YHUYLHZ tab page.

Transaction from 1-1:

3ULFLQJ�SURFHGXUH��&50��Transaction from 1-2:

3ULFLQJ�SURFHGXUH��59&(8��1-3-3 What factors influence the determination of a pricing procedure? Where in the


Determining the pricing procedure can be affected by the following factors:

6DOHV�RUJDQL]DWLRQ��'LVWULEXWLRQ�FKDQQHO��'LYLVLRQ��'RFXPHQW�SULFLQJ�SURFHGXUH�and�&XVWRPHU�SULFLQJ�SURFHGXUH. The 6DOHV�RUJDQL]DWLRQ��'LVWULEXWLRQ�FKDQQHO�and�'LYLVLRQ are displayed in the transaction on the 2UJDQL]DWLRQ tab page.

The document pricing procedure is assigned to the transaction type.

$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�Go to the 6$3�5HIHUHQFH�,0*.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�Select entry =6$/ and click on the 'HWDLOV icon ( ).

In the dialog structure, double-click on $VVLJQPHQW�RI�%XVLQHVV�7UDQVDFWLRQ�&DWHJRULHV� Select the 6DOHV transaction category and double-click on &XVWRPL]LQJ�KHDGHU in the dialog structure.

The document pricing procedure is called &50��. The customer pricing procedure is stored in the sold-to party’s master data. It is located in the sales area data related to this case on the %LOOLQJ�tab page.

The customer pricing procedure is called 6WDQGDUG��$�. …

© SAP AG CR100 9-36

…


Sales Organization: 6DOHV�86�Distribution Channel: ��Division: �QRQH!�Document Pricing Procedure: ��Customer Pricing Procedure: ��Transaction from 1-2:

Sales Organization: ,'(6�75�Distribution Channel: ��Division: �QRQH!�Document Pricing Procedure: $

Customer Pricing Procedure: �

1-3-4 Can you make any changes to the two pricing procedures in the SAP CRM system’s Customizing?

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�'HILQH�6HWWLQJV�IRU�3ULFLQJ�o�&UHDWH�3ULFLQJ�3URFHGXUH��Transaction from 1-1:

<HV��changes are possible because the procedure was created in the SAP CRM system (source: CRM).


1R, it is not possible to make changes in the SAP CRM system. The pricing procedure was transferred from the SAP ERP system by Customizing download (source: R/3).�

1-3-5 You want to display the customer-specific material price (which you created in the ERP system) (FRQGLWLRQ�W\SH�35��) in general condition maintenance.



6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�0DVWHU�'DWD�o�&RQGLWLRQV�DQG�&RQGLWLRQ�7HFKQLTXHo�&RQGLWLRQ�7HFKQLTXH��%DVLFV�o�&UHDWH�0DLQWHQDQFH�*URXS�…

© SAP AG CR100 9-37

…

Select 1HZ�(QWULHV. Maintenance group: =&0*��

Description: 0DLQWHQDQFH�JURXS��

Confirm your input, select the new entry and go to &RQGLWLRQ�0DLQWHQDQFH�*URXS��'HWDLO. Select 1HZ�(QWULHV. Counter: ��Application: &50�Use: 35

Condition table: 6$3��Condition Type: 35��Description: &XVWRPHU�VSHF��0DWHULDO�SULFH��

Save your entries.

0DLQWDLQ�&RQGLWLRQV�maintenance context: *&0

Select 1HZ�(QWULHV. Group: =&0*##�Save your entries.

1-3-6 In general condition maintenance, check if you can display condition master records of condition type PR00 in the condition maintenance group ZCMG##.


Maintenance group: =&0*##

Choose ([HFXWH.

In the structure area on the left, select the fields &RQGLWLRQ�7\SH and 6ROG�7R�3DUW\.

Click on 6HOHFW�UHFRUGV ( )

In the dialog box that then appears, enter the following:

Condition Type: 35��

Sold-To Party: 1XPEHU�RI��6WRFNPDQQ�Choose ([HFXWH.�Condition records are displayed (at least one). However, it is not possible to change the master record because it was transferred from the ERP system and was not intended for processing in the SAP CRM system.

© SAP AG CR100 9-38

© SAP AG CR100 9-39



2-1-1 Create a service process of the type ��6HUYLFH�2UGHU with the business partner ��6WRFNPDQQ�$* and enter the product ��5HSDLU with the TXDQWLW\�� 68.


Select 6HUYLFH�o��6HUYLFH�2UGHU Enter ##6WRFNPDQQ $* in the 6ROG�WR�SDUW\ field and confirm your entry.

In the 3URGXFW field, enter the number ��5HSDLU with the TXDQWLW\�� 68 and confirm your entry.


Click on the ,WHP�GHWDLO button to see the item’s detail.


The list of displayed condition types does QRW include the entry 0K07.


Choose $SSHQG�5RZ�( ).

Ctyp: �.��

Amount: �

The minus sign (-) and unit (%) are added automatically.

You do not need to save the transaction.




Maintenance group: %83$',6&28�Choose (([HFXWH).

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© SAP AG CR100 9-40

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In the data area, enter the value 0K07 in the &RQGLWLRQ�7\SH (&W\S) field on the right and confirm your entry. Enter:

Sales Organization: ,'(6�75�Distribution Channel: ��Division: ��

Customer:� 1XPEHU�RI��6WRFNPDQQ�$*�Amount: ��Valid-From Date: WRGD\�Valid-To Date: (QG�RI�\HDU�Save your data.

2-1-5 Create another sales transaction of the type ��6HUYLFH�2UGHU with the business partner ��6WRFNPDQQ�$* and enter the product ��5HSDLU with the TXDQWLW\�� 68.


Now the list of displayed condition types includes the entry 0K07 with the amount 3%.


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© SAP AG CR100 9-41


2-2-1 Take a look at the transaction from the previous exercise.


Open the transaction and select the 3ULFHV�tab page in the 7UDQVDFWLRQ�GDWD.

3ULFLQJ�SURFHGXUH��&50��2-2-3 What factors influence the determination of a pricing procedure? Where in the


Determining the pricing procedure can be affected by the following factors:

6DOHV�RUJDQL]DWLRQ��'LVWULEXWLRQ�FKDQQHO��'LYLVLRQ��'RFXPHQW�SULFLQJ�SURFHGXUH�and�&XVWRPHU�SULFLQJ�SURFHGXUH. The 6DOHV�RUJDQL]DWLRQ��'LVWULEXWLRQ�FKDQQHO�and�'LYLVLRQ are displayed in the transaction on the 2UJDQL]DWLRQ tab page.

The document pricing procedure is assigned to the transaction type.

$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�Go to the 6$3�5HIHUHQFH�,0*.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�Select entry =6##�and click on the 'HWDLOV�icon ( ).

In the dialog structure, double-click on $VVLJQPHQW�RI�%XVLQHVV�7UDQVDFWLRQ�&DWHJRULHV� Select the 6DOHV transaction category and double-click on &XVWRPL]LQJ�KHDGHU in the dialog structure.

The document pricing procedure is called 6HUYLFH�3URFHVV��6�. The customer pricing procedure is stored in the sold-to party’ s master data. It is located in the sales area data related to this case on the %LOOLQJ�tab page.

The customer pricing procedure is called 6WDQGDUG��$�. Sales Organization: ,'(6�75�Distribution Channel: ��Division: �QRQH!�Document Pricing Procedure: 6�Customer Pricing Procedure: ��

© SAP AG CR100 9-42

2-2-4 Can you make any changes to the pricing procedure in the SAP CRM system’ s Customizing?

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�'HILQH�6HWWLQJV�IRU�3ULFLQJ�o�&UHDWH�3ULFLQJ�3URFHGXUH��<HV��changes are possible because the procedure was created in the SAP CRM system (source: CRM).

On the other hand, pricing procedures that were transferred by Customizing download from the SAP ERP system cannot be changed in the CRM system. This applies particularly to transactions from the 6DOHV area.

2-2-5 You want to display the customer-specific material price (which you created in SAP ERP) (FRQGLWLRQ�W\SH�35��) in general condition maintenance.


Specify that this condition maintenance group is in the GCM (general condition maintenance) context.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�0DVWHU�'DWD�o�&RQGLWLRQV�DQG�&RQGLWLRQ�7HFKQLTXHo�&RQGLWLRQ�7HFKQLTXH��%DVLFV�o�&UHDWH�0DLQWHQDQFH�*URXS�Select 1HZ�(QWULHV. Maintenance group: =&0*��

Description: 0DLQWHQDQFH�JURXS��

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Condition table: 6$3��Condition Type: 35��Description: &XVWRPHU�VSHF��0DWHULDO�SULFH��

Save your entries.

0DLQWDLQ�&RQGLWLRQV�maintenance context: *&0

Select 1HZ�(QWULHV. Group: =&0*��Save your entries.

© SAP AG CR100 9-43

2-2-6 In general condition maintenance, check if you can display condition master records of condition type 35�� in the condition maintenance group =&0*##.


Maintenance group: =&0*��

Choose ([HFXWH.

In the structure area on the left, select the fields &RQGLWLRQ�7\SH and 6ROG�7R�3DUW\.

Click on 6HOHFW�UHFRUGV ( )

In the dialog box that then appears, enter the following:

Condition Type: 35��

Sold-To Party: 1XPEHU�RI��6WRFNPDQQ�Choose ([HFXWH.�Condition records are displayed (at least one). However, it is not possible to change the master record because it was transferred from the SAP ERP system and was not intended for processing in the SAP CRM system.

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� You can bill for different business transactions directly in mySAP Customer Relationship Management (mySAP CRM). These transactions include: y Sales orders (with or without reference to delivery) y Service orders, service contracts, service confirmations, complaints processing �

Using CRM Billing, you can combine a service order item with a sales order item together in an invoice and thereby simplify communication with your customers. �

If you simply want to bill CRM sales orders and are currently using SAP Sales and Distribution (SAP SD), you have the option of using either SD Billing or CRM Billing. For billing contracts, service orders or confirmations or complaints, you should principally use CRM Billing. �

The R/3 components SAP FI-AR (Accounts Receivable) or FI-CA (Contract Accounting) have to be implemented if you wish to post billing documents in Financial Accounting. �

You need SAP BW for statistical reporting of billing documents

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� During LQSXW�SURFHVVLQJ, CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items. �

As of CRM Release 5.0, you can use an external interface to copy data from non-SAP systems to the CRM Billing due list. It supports the following formats: y IDoc; XML SOAP via HTTP; XML via the Exchange infrastructure y For more information, see the documentation for function module

CRMXIF_BEA_DL_CRMB_SAVE. � During ELOOLQJ, related billing due list items are also grouped together as far as possible from different CRM business transactions and transferred to a joint billing document. From the billing due list, you can process both single and collective billing from billing due list items and also trigger them to run in the background. �

You can cancel individual billing documents and also execute collective cancellations. The system transfers information on cancellations automatically to Financial Accounting. �

2XWSXW�SURFHVVLQJ consists of invoice output, the transfer to mySAP Financials, and retrieval for SAP BW. The ledger posting of billing data takes place either in SAP FI-A/R or in SAP FI-CA. CRM Billing provides all relevant billing data for the SAP Business Warehouse for statistical reporting.

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� As soon as you have saved a business transaction in which at least one item is relevant to billing, the system automatically transfers the data from this billing request item to the CRM Billing billing due list. The system executes the following steps, up to saving the billing-relevant data. �

CRM Billing uses the data from application Customizing to determine the item category of CRM Billing for the transferred data record. When the system cannot determine an item category (if, for example, the item category determination is not set up completely), the system has to reject the transferred data record because no billing is possible without the item categories. �

Here the system subjects the transferred items to a processing check, which, in the following cases, results in the rejection of transferred items: �

CRM Billing saves all successfully processed and completed data as billing due items. � You can search for billing due list items using various selection criteria. � You can display the details of each billing due list item. � You can display the billing due list items, y That are blocked for billing y That are incomplete �

There are two ways of setting a billing block y You give the business transaction item the billing block status. y You block the billing item category for billing with the corresponding indicator.

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� As a subprocess of billing, CRM Billing transfers billing due list items to billing document items and assigns these to the billing document headers. Therefore, billing documents (for example invoices, credit and debit memos) are created from items which come from a wide range of CRM Business Transactions. �

Split criteria in billing document header data includes the billing unit, payer, bill-to-party, billing document type, billing date, terms of payment and the 6SOLW�FULWHULD field. You can also influence the splitting criteria via the copy requirements. For this, choose 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→ %LOOLQJ�→ 'HILQH�&RS\�5HTXLUHPHQWV� �

In the case of delivery-related CRM Billing, the billing status is changed in R/3 Delivery and the CRM billing document is updated in the SD document flow SAP note 504730 describes the 6XEVFULSWLRQ�IRU�GRFXPHQW�IORZ�RI�GHOLYHU\�LQ�5��.

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� Billing documents are not exchanged between the CRP and ERP systems. � As long as the invoices have not been transferred to Accounting, it is possible to make certain changes to the invoices (such as changing the value date), to the prices and to the texts. �

CRM invoices generate the sales data for the rebate. � You can cancel individual billing documents and also execute collective cancellations. The system transfers information on cancellations automatically to Financial Accounting.

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� Output processing in CRM Billing aids the transfer of follow-up applications and SAP tools with billing document data and is split into the following processes: y Output of invoicing documents through different output media (for example, printer, fax,

e-mail or external output management systems) y Transfer of billing data to a range of SAP ERP accounting applications y Provision for the SAP Business Information Warehouse (SAP BI) y Connection of any non-SAP applications to the external interface of CRM Billing – You can find

more information about connection under ,QWHUIDFHV�IRU�FRQQHFWLQJ�WR�H[WHUQDO�V\VWHPV. �

CRM Billing enables invoice output through the following output media: Printer, Fax, E-mail, Optical Archiving, External printing channels (Pickup through CRM Billing XML Interface).

� The SmartForm processes the invoice in the layout you require. The formation of a specific invoice depends on the billing type (for example invoices, credit or debit memos as well as cancellation documents) of the corresponding action.

� You can monitor the transfer to Accounting (status, error handling).

� You can carry out the transfer to Accounting separately (at a later point in time). � You can enrich account determination either simply or flexibly (condition technique).

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� Direct billing allows you to create billing documents directly, without having to explicitly process the billing due date. �

Prerequisite: the 'LUHFW�%LOOLQJ indicator in the payer’s sales area data (billing tab page). � Incomplete or blocked billing due list items cannot be billed directly. � Incorrectly processed transactions appear in the billing due list. � There is a BAdI for triggering direct billing under other conditions.

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� The billing plan specifies when a certain amount is invoiced. � Service contracts and leasing scenarios in particular use billing plans. � As of CRM 5.0, it is also possible to map usage-based billing. Billing plans are also used in this case. � You set up billing plan types and billing plan determination in Customizing: y 6$3�,PSOHPHQWDWLRQ�*XLGH�→ &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→ 7UDQVDFWLRQV�→ %DVLF�6HWWLQJV�

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� The billing unit (BU) is a CRM business partner that has the role %LOOLQJ�8QLW. � The billing unit can be defined independently of the sales or service organization as a standalone. � You can assign more than one sales organizations to a billing unit (cross-sales organization billing). � A billing unit is uniquely assigned to a company code.

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� To be able to use all the CRM Billing functions, you must maintain all the activities in the Implementation Guide under the %LOOLQJ node. For this, in IMG (SPRO) choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��%LOOLQJ. �

Under 'HILQH�%LOOLQJ�7\SHV, you define billing types for CRM Billing. A billing type specifies a billing document’s characteristics and properties. The billing type attributes determine how the system behaves during billing. �

Under 'HILQH�,WHP�&DWHJRULHV, you define the item categories for CRM Billing. The item category determines the properties and characteristics of the billing due list items and the billing items. The item category attributes specify how the system behaves during input processing and billing. �

Under ,WHP�&DWHJRU\�'HWHUPLQDWLRQ, you make settings for item category determination in CRM Billing. Item Category Determination is used to define the item category for CRM Billing from data on CRM business transactions. There are two possible ways of doing this: y In the activity $VVLJQ�,WHP�&DWHJRU\, you can assign the item category for CRM Billing to a specific

combination of transaction type (process type of source application) and an item category of the relevant CRM business transaction.

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� Under Service-related Customizing, you make settings for the services used by CRM Billing: pricing, partner processing, text processing, and action processing. �

Under Integration-related Customizing, you make settings for integrating Billing with accounting applications. Settings regarding document types, accounts and tax codes for accounting documents are made here.

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� The Billing Engine Framework enables you to flexibly adjust the billing application. � For details of the additional functions in the context of CRM Billing, see y 6$3�,PSOHPHQWDWLRQ�*XLGH�→ &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→ %LOOLQJ�→ &RQILJXUH�$SSOLFDWLRQ�

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• Understand the organizational units needed for billing and the assignments of these units

• Work with the billing due list and create individual billing documents

• Carry out certain necessary Customizing settings to set up CRM Billing

You want to settle sales and service transactions with CRM Billing and so you want to familiarize yourself with this application.

1-1 Relevant Organizational Data for CRM Billing.

1-1-1 Check if one or more billing units exist in the CRM system. Make a note of the numbers.

6HDUFK�IRU�EXVLQHVV�SDUWQHUV�WKDW�KDYH�WKH�UROH�%LOOLQJ�8QLW��%($��

1-1-2 Check in Customizing which of these billing units was assigned to the sales organization 6DOHV�86�

1-1-3 Which company code is this billing unit assigned to?

1-2 Create a new order of the type 6DOHV�7UDQVDFWLRQ�(=6$/� for the customer ��0HJDVWRUH and the product +7��SLHFH� and maintain it in the sequence in the ERP system.

1-2-1 Save the order and check which pricing procedure was used.

Save the order and note the number.

__________________ >o�GDWD�VKHHW@ 1-2-2 Check whether your created order was transferred to SAP ERP.

© SAP AG CR100 10-22

1-2-3 Go to the SAPERP system and deliver your order.

Make a note of the delivery number.

_____________ >o�GDWD�VKHHW@�

1-2-4 Can you find an entry for your process in the billing due list after carrying out the delivery? If not, why?

______________________________________________________

1-2-5 Carry out picking and posting goods issue in the SAP ERP system for your process.

1-2-6 Open the billing due list billing in the CRM system again and check again if you can find your transaction within this list.

1-2-7 Create a billing document for your sales process.

1-2-8 Are accounting documents generated in the SAP ERP system?

_________________________________

1-3 Check the relevant Customizing for CRM Billing.

1-3-1 Check the %LOOLQJ�UHOHYDQFH indicator for the item category =6$/ (which was determined in your transaction).

______________

1-3-2 Check out which item category for billing is assigned to your source process category /)��'HOLYHU\��in SAP ERP and source item category =6$/.

______________

1-3-3 Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed?

© SAP AG CR100 10-23




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1-2 Create a service confirmation of the type &RQILUPDWLRQ��=6(&��for the customer ��0HJDVWRUH.

1-2-1 Create the confirmation with the following data and check which pricing procedure was used.

Transaction Description: &50�%LOOLQJ�##

Executing Service Employee: ��

Sold-To Party: 1XPEHU�RI��0HJDVWRUH�Enter a service item on the 6HUYLFH tab page.

Product: 659�B��Quantity: ��68� Choose the status &RPSOHWH.

Save the confirmation and note the number.

__________________ >o�GDWD�VKHHW@ 1-2-2 Create a billing document for your confirmation.


_________________________________


1-3-1 Check the %LOOLQJ�UHOHYDQFH indicator for the item category 69&3 (which was determined in your transaction).

______________

1-3-2 Check out which item category for billing is assigned to your source process category =6(& �&RQILUPDWLRQ��and source item category 69&3.

______________


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6$3�PHQX�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�0DLQWDLQ�%XVLQHVV�3DUWQHU�Click on Open BP ( ) and use the 3DUWQHUV�E\�%3�5ROH�search help.

BP role: %($��%LOOLQJ�8QLW� Choose ENTER.

Numbers of the billing units:

_________________________________________________________

1-1-2 Check in Customizing which of these billing units was assigned to the sales organization 6DOHV�86� 6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�0DVWHU�'DWD�o�2UJDQL]DWLRQDO�0DQDJHPHQW�o�&URVV�6\VWHP�$VVLJQPHQW�RI�2UJDQL]DWLRQDO�8QLWV�o�$VVLJQ�%LOOLQJ�8QLWV�WR�6DOHV�2UJDQL]DWLRQV�The sales organization Sales US is assigned %LOOLQJ�8QLW��.

1-1-3 Which company code is this billing unit assigned to?

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�0DVWHU�'DWD�o�2UJDQL]DWLRQDO�0DQDJHPHQW�o�&URVV�6\VWHP�$VVLJQPHQW�RI�2UJDQL]DWLRQDO�8QLWV�o�$VVLJQ�&RPSDQ\�&RGHV�WR�%LOOLQJ�8QLWV�Billing unit 33 is assigned &RPSDQ\�&RGH��.

1-2 Create a new order of the type 6DOHV�7UDQVDFWLRQ�(=6$/� for the customer ��0HJDVWRUH and the product +7��SLHFH� and maintain it in the sequence in the ERP system.

1-2-1 Save the order and check which pricing procedure was used.

Save the order and note the number.

__________________ >o�GDWD�VKHHW@ 6$3�PHQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV�…

© SAP AG CR100 10-26

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Choose &UHDWH�7UDQVDFWLRQ and then 6DOHV�→�6DOHV�3URFHVV. Enter the data for the order.

Select the +HDGHU�RYHUYLHZ�tab.

The pricing procedure found is �&50��This pricing procedure was defined in the CRM system.

1-2-2 Check whether your created order was transferred to SAP ERP.

Go to the transaction’s change mode. As soon as you are there, you will see in the document flow that there is a replicated sales document.

6ZLWFK�EDFN�WR�GLVSOD\�PRGH��1-2-3 Go to the SAPERP system and deliver your order.

Make a note of the delivery number.

6$3�PHQX�o�/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�6DOHV�o�2UGHU�o�'LVSOD\�Enter the order number of order you just created and choose 6DOHV�'RFXPHQW�o�'HOLYHU. Save the delivery.

___________ >o�GDWD�VKHHW@ 1-2-4 Can you find an entry for your process in the billing due list after carrying out

the delivery? If not, why?

__________________________________________________

6$3�PHQX�o�6DOHV�o�%LOOLQJ�o�0DLQWDLQ�%LOOLQJ�'XH�/LVW�In the creation data, enter the value CRM-## as the user and select 0DLQWDLQ�� There is no entry for your process EHFDXVH�JRRGV�LVVXH�KDV�QRW�EHHQ�SRVWHG�\HW.�

1-2-5 Carry out picking and posting goods issue in the SAP ERP system for your process.

6$3�(DV\�$FFHVV�0HQX�o�/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�6KLSSLQJ�DQG�7UDQVSRUWDWLRQ�o�2XWERXQG�'HOLYHU\�o�&KDQJH�o�6LQJOH�'RFXPHQW�Enter your outbound delivery number, confirm your entry by choosing ENTER and select )ROORZ�RQ�)XQFWLRQV�o�&UHDWH�7UDQVSRUW�5HTXHVW. Enter %DFNJURXQG in the )RUHJURXQG�%DFNJUQG�field. In the $GRSW�SLFN��TXDQWLW\ field, select parameter 2 (to book goods issue immediately).

1-2-6 Open the billing due list billing in the CRM system again and check again if you can find your transaction within this list.

6$3�PHQX�o�6DOHV�o�%LOOLQJ�o�0DLQWDLQ�%LOOLQJ�'XH�/LVW�Now there will be an entry with your delivery number.

© SAP AG CR100 10-27

1-2-7 Create a billing document for your sales process.

In the Billing Due List, select your entry and choose ,QGLYLGXDO�%LOOLQJ.

Save the invoice.


<HV, because the 'R�QRW�7UDQVIHU option is not selected in billing type F2.

6$3�PHQX�o�6DOHV�o�%LOOLQJ�o�0DLQWDLQ�%LOOLQJ�'RFXPHQWV�Go to the created billing document and choose 'LVSOD\�'RFXPHQW�IORZ.

In the document flow ( ), you can go to the created Accounting documents ( ).


1-3-1 Check the %LOOLQJ�UHOHYDQFH indicator for the item category =6$/ (which was determined in your transaction).

______________

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%LOOLQJ�o�'HILQH�%LOOLQJ�5HOHYDQFH�RI�7UDQVDFWLRQ�,WHP�&DWHJRULHV�Go to item category =6$/� Billing relevance: 'HOLYHU\�5HODWHG�&50�%LOOLQJ

1-3-2 Check out which item category for billing is assigned to your source process category /)��'HOLYHU\��in SAP ERP and source item category =6$/.

,0*��6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%LOOLQJ�o�,WHP�&DWHJRU\�'HWHUPLQDWLRQ�o�$VVLJQ�,WHP�&DWHJRULHV�Choose &50% (CRM Billing).

Go to the line with 6RXUFH�3URFHVV�&DWHJRU\�/) and 6RXUFH�,WHP�&DWHJRU\�=6$/.

Billing item category ='(/ is assigned.


,0*��6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%LOOLQJ�o�'HILQH�,WHP�&DWHJRULHV Select &50% (CRM Billing).

Take a look at the details for item category ='(/ ( ).

The billing type ,QYRLFH��)�� is stored as the default value.

The billing block indicator is not set; in other words, invoices do not have to be released.

© SAP AG CR100 10-28

© SAP AG CR100 10-29




Search for business partners that have the role %LOOLQJ�8QLW (%($��).


1-2 Create a service confirmation of the type &RQILUPDWLRQ��=6(&��for the customer ��0HJDVWRUH.

1-2-1 Create the confirmation with the following data and check which pricing procedure was used.

6$3�PHQX�o�6HUYLFH�o�0DLQWDLQ�6HUYLFH�&RQILUPDWLRQV�Choose &UHDWH�7UDQVDFWLRQ and then 6HUYLFH�&RQILUPDWLRQ�→�&RQILUPDWLRQ.

Transaction Description: &50�%LOOLQJ��

Executing Service Employee: ��

Sold-To Party: 1XPEHU�RI��0HJDVWRUH�Enter a service item on the 6HUYLFH tab page.

Product: 659�B��Quantity: ��68��In the WUDQVDFWLRQ�GDWD, choose the 3ULFHV tab page.

The SULFLQJ�SURFHGXUH is =�6599. It was created in the CRM system.

Choose the status &RPSOHWH.

Click on the &RPSOHWH button in the )DVW�(QWU\ view (top).

Save the confirmation and note the number.

__________________ >o�GDWD�VKHHW@ 1-2-2 Create a billing document for your confirmation.

In the Billing Due List, select your entry and choose ,QGLYLGXDO�%LOOLQJ.

Save the invoice.

__________________ >o�GDWD�VKHHW@

© SAP AG CR100 10-30


<HV, because the 'R�QRW�7UDQVIHU option is not selected in billing type ZFSE.

6$3�PHQX�o�6HUYLFH�o�%LOOLQJ�o�0DLQWDLQ�%LOOLQJ�'RFXPHQWV��Go to the created billing document and choose 'LVSOD\�'RFXPHQW�IORZ.

In the document flow ( ), you can go to the created Accounting documents ( ).


1-3-1 Check the %LOOLQJ�UHOHYDQFH indicator for the item category 69&3 (which was determined in your transaction).

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%LOOLQJ�o�'HILQH�%LOOLQJ�5HOHYDQFH�RI�7UDQVDFWLRQ�,WHP�&DWHJRULHV�Go to item category 69&3� Billing-relevance: WUDQVDFWLRQ�UHODWHG�ELOOLQJ�DFFRUGLQJ�WR�RUGHU�TXDQWLW\

1-3-2 Check out which item category for billing is assigned to your source process category =6(& �&RQILUPDWLRQ��and source item category 69&3.

,0*��6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%LOOLQJ�o�,WHP�&DWHJRU\�'HWHUPLQDWLRQ�o�$VVLJQ�,WHP�&DWHJRULHV�Choose &50% (CRM Billing).

Go to the line with 6RXUFH�3URFHVV�&DWHJRU\�=6(& and 6RXUFH�,WHP�&DWHJRU\�69&3.

Billing item category 6&1 is assigned.


,0*��6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%LOOLQJ�o�'HILQH�,WHP�&DWHJRULHV Select &50% (CRM Billing).

Take a look at the details for item category 6&1 ( ).

The billing type ,QYRLFH�6HUYLFH�7UDQVDFWLRQ��=)6(� is stored as the default value.

The billing block indicator is not set; in other words, invoices do not have to be released.

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� The CRM enterprise with the CRM middleware and CRM applications is at the core of the CRM system landscape. It takes advantage of all the benefits of the SAP Web Application Server, including load balancing, high availability, integration, and security. The CRM server can run as a stand-alone solution or with various back-end systems. If SAP R/3 is the back-end system, only a plug-in is needed to handle data exchange with the SAP CRM server. CRM middleware handles data exchange with third-party systems. �

mySAP CRM supports two types of mobile scenarios: Laptop computers and handheld devices. Laptops employ the solutions for mobile sales and mobile service, which are synchronized (using the CRM middleware) with the applications on the SAP CRM server. Handheld applications can be used in either online or offline mode. �

The exchange of information between SAP CRM and other components, such as SAP BW and ERP back-end systems, occurs over the CRM middleware.

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� The &50�6HUYHU contains the CRM middleware, which handles the data exchange with internal applications and external major components, such as an SAP ERP systems used as the back-end, an SAP Business Information Warehouse or non-SAP systems. The CRM middleware also synchronizes the databases of mobile clients with the CRM database. �

0RELOH�&OLHQWV are normally laptop computers on which the 0RELOH�6DOHV�0RELOH�6HUYLFH�DSSOLFDWLRQ is executed. Mobile clients typically connect temporarily (for example, via modem) to the CRM Server for data exchange. The mobile clients are connected to the CRM Server via the FRPPXQLFDWLRQ�VWDWLRQ. �

6$3�%: (the SAP Business Information Warehouse) is the SAP data warehouse application. � The CRM middleware can exchange messages with QRQ�6$3�(53�V\VWHPV via standard interfaces, for example, XML – SOAP. �

*URXSZDUH�VROXWLRQV that are supported: Microsoft Exchange and Lotus Domino. � If you want to link more than one CRM system or more than one ERP system, see Notes 640570 and 853430.

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� The data exchange between the CRM Middleware and external systems is performed via adapters. The adapters map and convert data between various formats. �

The CRM system supports the handling of &50�EXVLQHVV�REMHFWV, such as business partners, activities and opportunities, products and product catalogs, in several CRM functional areas such as Internet Sales, Service Interaction Center, Telesales, and Campaign Management. The CRM Server applications exchange data with the CRM middleware via the &50�$GDSWHU. �

Business Document (BDoc) messages are used for data exchange and data processing within a CRM system environment (business documents process and transport business objects as one unit). Synchronization BDocs handle data synchronization with mobile clients; messaging BDocs are used for messaging between components such as SAP ERP and SAP CRM.

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� The motivation for using %XVLQHVV�'RFXPHQWV��%'RFV� as a data container for processing business objects that logically belong together (for example, all data about one order or one partner and so on) and for transporting them as one unit is that this avoids having to process or transport several individual table entries. �

%'RF�PHVVDJHV are used for data processing within the CRM system and for data replication toward Mobile Clients. �

%'RF�W\SHV are defined and managed in the BDoc Repository with the the BDoc Modeler.

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� When talking about %'RFV, a distinction must be made between BDoc type, the BDoc instance and the BDoc message: y A %'RF�W\SH or structure must be defined for each required business object, for example, Contact

Person, Sales Order. It contains all table entries that make up the corresponding business object. y A %'RF�LQVWDQFH is a concrete example of a given BDoc type containing all field values. It does not

exist as a BDoc yet but is still to be found in the database. y A %'RF�PHVVDJH (or just %'RF) contains modified fields only. These include new fields and deleted

fields. The difference between a BDoc message and a BDoc instance is that there is only one BDoc instance for a business object but there can be multiple BDoc messages (with their own IDs) for one BDoc instance. However a BDoc instance is replicated to a mobile client using a BDoc message where all fields are filled.

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� During data exchange, data is transferred to the CRM server via the appropriate queue. The data is validated through a validation service. The messaging layer uses PHVVDJLQJ�%'RF�W\SHV for data exchanges with the CRM Server applications, ERP back-ends and external systems. �

The Administration Console will determine the receivers of the data. The appropriate adaptor services are called and sent to the outbound queue. �

The CRM middleware can apply simple intelligent replication to Messaging BDoc types. A messaging BDoc type acts like an envelope: The CRM middleware cannot access the data inside the envelope but can access data on the envelope. Each application uses different address information so that, for example, sales orders can be routed according to the sales organization.

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� Initial data transfers from ERP to the system are controlled by 2EMHFW�0DQDJHPHQW. Here you can use filter criteria to restrict the scope of the data according to your requirements. These filter criteria then apply for the delta data exchange too. �

To start the initial load, using Transaction R3AS (6$3�PHQX�→�$UFKLWHFWXUH�DQG�7HFKQRORJ\�→�0LGGOHZDUH�→�'DWH�([FKDQJH�→�,QLWLDO�/RDG�→�6WDUW) �

When changing filter criteria later, this must be checked very carefully as, in some circumstances, it can lead to inconsistencies in the data set. �

Allocation of data from CRM to other systems (including ERP) is controlled by the $GPLQLVWUDWLRQ�FRQVROH.

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� The replication takes place in a star-like fashion from the CRM Server to the Mobile Clients (sites A, B and C), SAP R/3 back-ends (site D) or non-SAP back-ends (site E). �

There is no KLHUDUFK\ in this system. The data is therefore stored in the CRM database and in the local client databases. No storage repository exists for regulating distribution. �

Data is replicated to VLWHV (local databases) and not to individual persons. A UHSOLFDWLRQ�PRGHO defines the rules for how data is distributed. The replication model is created and administered in the Administration Console. �

The main tasks performed with the $GPLQLVWUDWLRQ�&RQVROH are: y Setting up and maintaining the UHSOLFDWLRQ, that is, maintaining replication objects, publications and

subscriptions y Managing mobile employee (users) and their passwords y Defining sites, the logical representation of data receivers within the CRM Middleware y Assigning employees to sites (site type Mobile Client only) y Defining and administering organizational structures. �

To call the administration console, choose the following path: $UFKLWHFWXUH�DQG�7HFKQRORJ\�→ 0LGGOHZDUH�→�$GPLQLVWUDWLRQ�→ $GPLQLVWUDWLRQ�&RQVROH��(Alternatively, you can use Transaction SMOEAC).

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� The above model describes simple intelligent replication - such as transfer of data to the mobile client. � You can call the BDoc modeler via the following path: 6$3�PHQX�→�$UFKLWHFWXUH�DQG�7HFKQRORJ\�→�0LGGOHZDUH�→�'HYHORSPHQW�→�0HWD�2EMHFW�0RGHOLQJ�→�%'RF�0RGHOHU��

Replication Objects, Publications and Subscriptions can be administered via the Administration Console (SMOEAC). �

There is a 1:1 relationship between BDoc and Replication Object. � There is a 1:n relationship between Replication Object and Publication (mBDoc). � There is a 1:n relationship between Publication and Subscription.

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� You can load customizing and business objects from SAP backend system to SAP CRM. � Usually a customizing load is started before business objects are loaded. � Occasionally, the sequence in which objects are loaded may be significant, for example when downloading customer material info records from SAP ERP. In such cases, you must load information for business partners, material masters and plants first before you begin to load customer material information. �

To start initial data transfer, choose in the SAP menu → Architecture and Technology → Middleware → Data Exchange → Initial Data Transfer.�

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� $GDSWHU�REMHFWV can be exchanged between a source system and a target system, for example, between an SAP R/3 system and the CRM Server. Examples are business partner master data, orders and product master data. Load objects are stored in the SMOFOBJECT table. They are grouped as follows: y Business objects y Customizing objects y Condition objects �

Which objects are loaded to which target systems depends on the business process and has been defined for each application. Generally, initial loads and delta loads can be performed from SAP R/3 (SAP ECC) to CRM and vice versa (and CRM to CDB in case of a mobile scenario). However, conditions will be loaded only from SAP R/3 (SAP ECC) to CRM. Sales orders will usually be loaded from CRM to SAP R/3 (SAP ECC) for further execution.

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� The objects to be exchanged between CRM and SAP R/3 systems can be filtered using ILOWHU�FULWHULD. � Filters for the initial load are also used for the delta load from the SAP R/3 system. For the initial load toward the SAP R/3 system, there is no filtering of the load objects. �

Filter settings, which are stored in table SMOFFILTAB, refer to table fields. The filter for business objects are predefined (stored in table SMOFFILFLD) whereas filters for customizing or condition objects can be set on existing fields. �

Filter options allow the filtering of business objects at the source, at the target, or at both the source and the target for business objects. However, business data are usually filtered at the source. Customizing or condition objects can be filtered at the source only. �

Saving a filter entry triggers the automatic transfer to the Plug-In in SAP R/3. � The transaction to specify the filter criteria is found under $UFKLWHFWXUH�DQG�7HFKQRORJ\��!�0LGGOHZDUH��!��'DWD�([FKDQJH��!��2EMHFW�0DQDJHPHQW��!��%XVLQHVV�2EMHFWV��&XVWRPL]LQJ�2EMHFWV��&RQGLWLRQ�2EMHFWV.

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� The transaction to start the initial load can be found at $UFKLWHFWXUH�DQG�7HFKQRORJ\�→�0LGGOHZDUH�→�'DWD�([FKDQJH�→�,QLWLDO�/RDG�→�6WDUW�.��

While there are no restrictions for UHSHDWLQJ�GDWD�WUDQVIHUV from SAP R/3 to CRM, data transfers from CRM to the consolidated database follow a different logic. To avoid inconsistencies between the consolidated database and mobile application databases, a repeated initial data transfer from CRM to the consolidated database is prevented. If you are sure that no Mobile Clients have been supplied with data or that no data can be extracted again, then a repeated initial data transfer from CRM to the consolidated database can be carried out. To do this, you must change an entry in table SMOFINICUS (for more information, go to the SAP Library). �

The transaction used to monitor the initial load is under $UFKLWHFWXUH�DQG�7HFKQRORJ\�→�0LGGOHZDUH�→�'DWD�([FKDQJH�→�,QLWLDO�/RDG�→�0RQLWRU�2EMHFWV. If the initial data transfer is not successful, have a look at SAP Note 309734. This contains some useful hints on making a JHQHUDO�HUURU�DQDO\VLV. �

You can also use the 0LGGOHZDUH�3RUWDO or 0RQLWRULQJ�&RFNSLW under $UFKLWHFWXUH�DQG�7HFKQRORJ\�→�0LGGOHZDUH�→�0RQLWRULQJ�→�&HQWUDO�0RQLWRULQJ�→�0RQLWRULQJ�&RFNSLW.

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� In certain cases, you need tools to correct data inconsistency. y Data Integrity Manager: more information on one of the next slides. y Requests: If you already know where the inconsistencies are you can use a request. The request loads

selected data (business, customizing data and conditions) from an ERP Back-End to the CRM Database or vice versa. Note that the Request of objects from the CRM Database to an ERP Back-End is not supported for all objects. The transactions to define and start a request are R3AR2 and R3AR4, respectively.

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� With the Data Integrity Manager (DIMa), you can detect and repair inconsistencies between objects across components within the SAP CRM system landscape. �

An SAP CRM system landscape usually consists of more than one database. Every SAP CRM system has a CRM database. In most cases data exchange with one or more SAP R/3 back-end systems is necessary. A FRQVROLGDWHG�GDWDEDVH is the basis for data exchange with mobile clients. It is very important to keep the objects in the different databases or datasets synchronized. �

The Data Integrity Manager compares data in different components and displays inconsistencies. The data comparisons are always carried out for the CRM database and an R/3 back-end database, and the CRM database and the consolidated database. �

For many objects, it is also possible to synchronize the data via the Data Integrity Manager. � There are two compare types available in the Data Integrity Manager: header compare and detail compare. A header compare checks if an object instance exists in both databases. A detail compare compares all data of an object instance found in both databases. �

Some objects may not allow a header compare. The detail compare is then carried out.

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� Useful transactions: y SMWP (Monitoring Cockpit) y SMW00 (Error Handler) y SMW01 (Display BDoc Messages) y SMW02 (BDoc Message Summary) y SMQ1 (Outbound Queue Monitor) y SMQ2 (Inbound Queue Monitor) y SMQR (Queue-In Scheduler) y SMQS (Queue-Out Scheduler) y SMWT (Middleware Trace) y R3AS (Start Initial Load) y R3AC6 (Define Middleware Parameters) y R3AR2 (Define Requests) y R3AR3 (Monitor Requests) y R3AR4 (Start Requests) y SDIMA (Data Integrity Manager) y SBDM (BDoc Modeler)

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� The 'LVSOD\�%'RF�0HVVDJHV function lists all BDoc messages (transaction SMW01). It displays the following: y The BDoc ID and BDoc type, the BDoc state, the flow context, the queue name, the date and time

when the BDoc message was sent y The flow trace, the data and error segments, the service in which the error occurred (last service

reached), the recipient list y The succession of BDocs if a mobile scenario is in place �

Successfully processed messages appear with a green light, those still in process with a yellow light, and those with a terminal error condition with a red light. If a message is in process and does not get processed within a reasonable amount of time, it is possible to restart the message, view the message content, or discard the message. A BDoc message can be marked as deleted. (Note that deleting BDoc messages can lead to data inconsistencies however.) It is also possible to make a second attempt at processing. �

You should delete successfully-processed BDoc messages at regular intervals. This is usually done using fix-scheduled reorganization jobs.

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� A SRVVLEOH�HUURU�VLWXDWLRQ would be that a business object was changed in a CRM Server application, but the change (delta load) is not received in the SAP R/3 system. �

In case of errors or missing data updates in the target system, you can perform the following steps: y Check Display BDoc Messages including the middleware trace information. y Check the outbound queue y Check the table BDOC_TRACK in the SAP R/3 system (which shows information on the data

handling of the R/3 application). y Check the outbound queue of the SAP R/3 system y Check the inbound queue of the mySAP CRM system �

In addition, you should verify the RFC destination and the logical system assigned to your site (in the Administration Console) and the CRM Middleware parameter settings in the CRM system and the SAP R/3 system (for example, CRMRFCPAR). (See also unit on installation and configuration.)

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At the conclusion of these exercises, you will be able to:

• Make certain settings in the Administration Console and reproduce these.

Settings in the Administration Console are instrumental in defining data distribution to other systems.

For this reason, you should make sure you become familiar with some features of the Administration Console.

1-1 Familiarize yourself with the $GPLQLVWUDWLRQ�&RQVROH. The Administration Console essentially specifies which data from the CRM system is to be distributed to other systems.

1-1-1 Start the Administration Console.

1-1-2 Display the details for the 6LWH�object.

Display the details for the SAP R/3 site.

What is the RFC destination of the site and what is the logical system?

RFC destination: __________________

Logical system: __________________

1-1-3 Take a closer look at the RFC destination and perform a test to find out which system is being addressed.

To display the RFC destination, use Transaction �QVP�� ($%$3�FRQQHFWLRQV). Find the corresponding destination and test this by carrying out a (test) remote login.

1-1-4 Examine the existing assigned subscription $OO�%XVLQHVV�3DUWQHUV �0(6*�. What is the assigned publication and replication object used?

_________________

_________________

Are there criteria values assigned to the subscription?

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• Make settings for data exchange of business partners from ERP to the CRM system.

Before carrying out the initial data transfer, you need to perform some important preparatory tasks. This includes defining suitable filter criteria for data transfers.

You familiarize yourself with Object Management to enable you to define data transfers from the ERP system to the SAP CRM system more accurately.

2-1 Familiarize yourself with 2EMHFW�0DQDJHPHQW. In Object Management, you specify which data from the ERP system is to be transferred to the CRM system.

2-1-1 Take a look at the details for the &86720(5B0$,1�business adapter object. Which Business Document (Bdoc) is the adapter object linked to?

2-1-2 Do filter settings exist which restrict loading of ERP business partner data?

2-1-3 In the ERP system, create a new (customer) business partner for the account group 6ROG�WR�SDUW\�5��!�&50 and check whether this is transferred successfully to the SAP CRM system.

Use transaction �QYG��or, alternatively, /RJLVWLFV�PHQX�o�6DOHV�DQG�'LVWULEXWLRQ�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHU�o�&XVWRPHU�o�&UHDWH�o�6DOHV�DQG�'LVWULEXWLRQ

Enter a IRUP�RI�DGGUHVV, a QDPH and the FRXQWU\.

Save the master record make a note of the number.

______________

2-1-4 Does the business partner appear in SAP CRM?

Perform a search in Business Partner Processing using the R/3 customer number. What number does the business partner have in the SAP CRM system?

2-1-5 Using the same method, take a look now at the details for the Customizing adapter object =&5��B��B'2.

Which table does this object refer to? This information is relevant for the next exercise.

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• Perform an initial data transfer of Customizing data

You make filter settings in Object Management and transfer Customizing data from the ERP system.

3-1 In the following exercise, you make an initial data transfer of Customizing data. To do this, you use separately defined Customizing tables and adapter objects.

3-1-1 Display the contents of table =&5��B�� in the ERP system.

Use transaction Q, �QVH��or,�alternatively, 6$3�PHQX�o�7RROV�o�$%$3�:RUNEHQFK�o�2YHUYLHZ�o�'DWD�%URZVHU�

Which contents are displayed? Which tables are displayed?

Note the name of one continent.

______________________

3-1-2 Display the contents of table =&5��B�� in the SAP CRM system.

Which contents are displayed?

3-1-3 Define filter criteria for the data transfer (Customizing adapter object =&5��B��B'2).

You want to perform an initial data transfer but restrict the data transfer by only transferring countries from one continent.

0DNH�VXUH�\RX�HQWHU�WKH�ILOWHU�GHILQLWLRQ�FRUUHFWO\��3-1-4 Now perform the initial load for your table =&5��B��.


Which contents are displayed now?

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• Call a monitor that is important for data exchange

• Reprocess erroneous BDoc messages

It is inevitable that BDoc messages will occasionally be processed with errors. You deliberately cause an erroneous data transfer for a business partner, search for and locate the error and then rectify it.

4-1 In the following exercise you exchange business partner data between the ERP and SAP CRM systems and, in doing so, cause a deliberate error during data transfer. Using a suitable monitor, you perform an error analysis and rectify the problem.

4-1-1 In the 6$3�&50 system, open the business partner ��6WRFNPDQQ�$*�in &KDQJH�PRGH�

4-1-2 Change the customer ��6WRFNPDQQ�$* in the (53 system by entering an additional region for instance and then save the master record.

4-1-3 Check that this change is displayed in the SAP CRM system. To do this, exit the Business Partner transaction and restart it.

4-1-4 Take a look at the BDoc message that was generated during this data exchange.

Use Transaction �QVPZ��or 6$3�PHQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�0LGGOHZDUH�o�0RQLWRULQJ�o�0HVVDJH�)ORZ�o�'LVSOD\�%'RF�0HVVDJHV Select the EXVLQHVV�SDUWQHU�QXPEHU�using the queue name for example.�To do this, you need to display additional selection options.

4-1-5 Take a look at the error message. Why does the message have the error status (E04)?

4-1-6 Ensure that the business partner ##Stockmann AG is not being processed in the CRM system and reprocess the BDoc message. Check that the data has been processed correctly by, for example, opening the business partner again.

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1-1 Familiarize yourself with the $GPLQLVWUDWLRQ�&RQVROH. The Administration Console essentially specifies which data from the CRM system is to be distributed to other systems.

1-1-1 Start the Administration Console.

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1-1-2 Display the details for the 6LWH�object.

Display the details for the SAP R/3 site.

Choose the 6LWH�REMHFW�W\SH and then 'LVSOD\�REMHFW ( )

Double-click on the R/3 node.

Choose 6LWH�DWWULEXWHV� What is the RFC destination of the site and what is the logical system?

The RFC destination is ',,B��and the logical system is 7��&/17��.

1-1-3 Take a closer look at the RFC destination and perform a test to find out which system is being addressed.

To display the RFC destination, use Transaction �QVP�� ($%$3�FRQQHFWLRQV). Find the corresponding destination and test this by carrying out a (test) remote login.

Call transaction �QVP�� and choose the $%$3�FRQQHFWLRQ�',,B��.

Choose the 5HPRWH�/RJLQ pushbutton.

A new session is started in the ERP system.

Close the session again.

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1-1-4 Examine the existing assigned subscription $OO�%XVLQHVV�3DUWQHUV��0(6*�. Double-click either the $OO�%XVLQHVV�3DUWQHUV��0(6*��entry in the structure tree on the left or in the detail area of the 5��site (6XEVFULSWLRQV tab page).

What is the assigned publication and replication object used?

If you called up the details of the subscription, choose the 3XEOLFDWLRQV tab page. The publication name is $OO�%XVLQHVV�3DUWQHUV��0(6*�� Are there criteria values assigned to the subscription?

1R��The replication object is of the type simple unfiltered and cannot be assigned criteria values.

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2-1 Familiarize yourself with 2EMHFW�0DQDJHPHQW. In Object Management, you specify which data from the ERP system is to be transferred to the CRM system.

2-1-1 Take a look at the details for the &86720(5B0$,1�business adapter object. Which Business Document (Bdoc) is the adapter object linked to?

6$3�PHQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�0LGGOHZDUH�o�'DWD�([FKDQJH�o�2EMHFW�0DQDJHPHQW�o�%XVLQHVV�2EMHFWV�Select &86720(5B0$,1 and choose 'HWDLOV ( ).

BDoc link: %83$B0$,1.

2-1-2 Do filter settings exist that restrict loading of ERP business partner data?

Choose the R/3 source site and the Filter Settings tab.

1R�ILOWHUV�KDYH�EHHQ�PDLQWDLQHG��2-1-3 In the ERP system, create a new (customer) business partner for the account

group 6ROG�WR�SDUW\�5��!�&50 and check whether this is transferred successfully to the SAP CRM system.

6$3�PHQX�o�/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHU�o�&XVWRPHU�o�&UHDWH�o�6DOHV�DQG�'LVWULEXWLRQ�Account group: 6ROG�WR�3DUW\�5��!�&50

Choose (17(5.

Form of Address: &RPSDQ\

Name: ��7UDQVIHU

Country: '(

Save the master record make a note of the number.

______________

2-1-4 Does the business partner appear in SAP CRM?

Perform a search in Business Partner Processing using the R/3 customer number. What number does the business partner have in the SAP CRM system?

6$3�PHQX�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�0DLQWDLQ�%XVLQHVV�3DUWQHU�…

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Using the Locator, search for the business partner.

Search: 2UJDQL]DWLRQ�By: 5��FXVWRPHU�QXPEHU

(Number): &XVWRPHU�QXPEHU

2-1-5 Using the same method, take a look now at the details for the Customizing adapter object =&5��B��B'2.

Which table does this object refer to? This information is relevant for the next exercise.

6$3�PHQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�0LGGOHZDUH�o�'DWD�([FKDQJH�o�2EMHFW�0DQDJHPHQW�o�&XVWRPL]LQJ�2EMHFWV�Select =&5��B��B'2 and choose 'HWDLOV ( ).

Choose the 7DEOHV�6WUXFWXUHV tab page� The table is =&5��B�#.

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3-1 In the following exercise, you make an initial data transfer of Customizing data. To do this, you use separately defined Customizing tables and adapter objects.

3-1-1 Display the contents of table =&5��B�� in the ERP system.

6$3�PHQX�o�7RROV�o�$%$3�:RUNEHQFK�o�2YHUYLHZ�o�'DWD�%URZVHU Table Name: =&5��B��.

Choose (17(5 followed by Execute ( ).


��FRXQWULHV�DQG�WKH�UHOHYDQW�FRQWLQHQWV�DUH�VKRZQ��Which tables are displayed?

0$1'7, &28175< and &217,1(17.

Note the name of one continent.



6$3�PHQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�$%$3�:RUNEHQFK�o�2YHUYLHZ�o�'DWD�%URZVHU Choose (17(5 followed by Execute ( ).

7KH�UHOHYDQW�WDEOH�LV�HPSW\��3-1-3 Define filter criteria for the data transfer (Customizing adapter object

ZCR540_##_DO).

You want to perform an initial data transfer but restrict the data transfer by only transferring countries from one continent.

0DNH�VXUH�\RX�HQWHU�WKH�ILOWHU�GHILQLWLRQ�FRUUHFWO\��6$3�PHQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�0LGGOHZDUH�o�'DWD�([FKDQJH�o�2EMHFW�0DQDJHPHQW�o�&XVWRPL]LQJ�2EMHFWV�Select =&5��B��B'2 and choose 'HWDLOV ( ).

Choose the Tables/Structures tab page and press the Filter pushbutton ( ).

Select the 5�� source site and then press Change ( ).

…

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Enter the following filter settings

Field: &217,1(17

Operator: (TXDO�WR��=�ORZ�� LOW: for example�(8523(�Save the settings. You will receive a message confirming that these filter criteria have been changed successfully in the backend system.

3-1-4 Now perform the initial load for your table =&5��B��.

6$3�PHQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�0LGGOHZDUH�o�'DWD�([FKDQJH�o�,QLWLDO�/RDG�o�6WDUW Load object: =&5��B��B'2

Choose (([HFXWH).

Acknowledge the popup.


Which contents are displayed now?

6$3�PHQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�$%$3�:RUNEHQFK�o�2YHUYLHZ�o�'DWD�%URZVHU Choose (17(5 followed by Execute ( ).

The table now contains some entries with countries from the continent you entered in the filter criteria.

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4-1 In the following exercise you exchange business partner data between the ERP and SAP CRM systems and, in doing so, cause a deliberate error during data transfer. Using a suitable monitor, you perform an error analysis and rectify the problem.

4-1-1 In the 6$3�&50 system, open the business partner ��6WRFNPDQQ�$*�in &KDQJH�PRGH� 6$3�PHQX�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�0DLQWDLQ�%XVLQHVV�3DUWQHU�Open the business partner ##Stockmann AG and switch to change mode.

4-1-2 Change the customer ��6WRFNPDQQ�$*�LQ�WKH�ERP system by entering an additional region for instance and then save the master record.

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Customer: 1XPEHU�RI��6WRFNPDQQ�$*

Choose ENTER.

Region: for example, ��

Save your data.

4-1-3 Check that this change is displayed in the SAP CRM system. To do this, exit the Business Partner transaction and restart it.

6$3�PHQX�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�0DLQWDLQ�%XVLQHVV�3DUWQHU�The changes are not displayed.

4-1-4 Take a look at the BDoc message that was generated during this data exchange.

6$3�PHQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�0LGGOHZDUH�o�0RQLWRULQJ�o�0HVVDJH�)ORZ�o�'LVSOD\�%'RF�0HVVDJHV Select the EXVLQHVV�SDUWQHU�QXPEHU�using the queue name for example.�Choose $GG�IXUWKHU�VHOHFWLRQ�RSWLRQV ( ).

Queue name: 1XPEHU�RI�EXVLQHVV�SDUWQHU�Choose (([HFXWH).

If multiple entries are listed, search for the correct entry using transmission time and transmission date.

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4-1-5 Take a look at the error message. Why does the message have the error status (E04)?

Select the relevant entry (red traffic light) and choose %'RF�0HVVDJH�(UURU��5HFLSLHQW ( ).

One of the messages indicates that the business partner is currently being processed.

4-1-6 Ensure that the business partner ##Stockmann AG is not being processed in the CRM system and reprocess the BDoc message. Check that the data has been processed correctly by, for example, opening the business partner again.

Select your entry and choose 5HSURFHVV�%�'RF�0HVVDJH ( ).

The message that follows is very important and in this case you can answer using <HV� After reprocessing, the CRM business partner should contain the correct data and one region only.

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� The SAP NetWeaver Portal enables users to access various SAP and non-SAP applications as well as documents and other information sources.

� BSP = Business Server Page. A BSP application is – like with a transaction in the classic sense – an application that is functionally self-contained. This application is not executed in the SAPGUI however, but in a Web Browser.

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� %URZVHU�7HFKQRORJ\ (no additional installation on client)

� 5ROH�EDVHG�access to information

� 6LQJOH�6LJQ�2Q�� ,QWXLWLYH�DQG�HDV\�WR�OHDUQ�(same patterns for navigation and

layout used on all screens)

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� User-friendly user interface: y Intuitive and recognizable interaction design y Easy navigation and Web-like behavior

� Preconfigured user roles: y Preassembled content for complete business tasks y Easy adaptation of the roles for specific needs

� Knowledge Management (KM): y Users want easy access to the knowledge of the entire enterprise through a single point of access. y Documents should be displayed within their specific context (for example, a CRM transaction). This

context should be automatically accessed from the KM search result list. �

Personalization and configuration: y Users require personalization options to adapt content to their liking. y User interface needs to be flexible and configurable to embrace customer-specific business

requirements.

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� %XVLQHVV�3DFNDJHV�IRU�6$3�SRUWDOV�FRQWDLQ�SUHFRQILJXUHG�FRQWHQWV�IRU�H[HFXWLRQ�RI�EXVLQHVV�WDVNV��7KLV�HQDEOHV�HDFK�HPSOR\HH�LQ�\RXU�FRPSDQ\�WR�KDYH�DFFHVV�WR�UHOHYDQW�LQIRUPDWLRQ��WR�PDNH�HIIHFWLYH�GHFLVLRQV��WDNH�DSSURSULDWH�PHDVXUHV�DQG�DOVR�WR�FROODERUDWH�ZLWK�RWKHUV� %XVLQHVV�3DFNDJH

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� The usage of other Business Packages depends on the business scenario.

� The documentation of the Business Packages can be found in the SAP Developer Network.

� Business Packages (BP’s) are compressed files containing all roles, worksets, iViews, and so on.

� Business Packages (BP’s) can be downloaded from the SAP Developer Network and uploaded to the Portal server.

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� The Portal Content Portfolio page is the primary delivery mechanism for business packages. It has three

primary functions: y Informing customers about available packages, worksets, and iViews and making this content

available for download y Supporting the developer community in creating new content and offering it to SAP Portals

customers y Delivering updates and patches

� You can obtain business packages from SAP and from both certified and non-certified partners via the

Internet under https://www.sdn.sap.com/irj/sdn/developerareas/contentportfolio. On the website, you can perform searches for business packages and also inform yourself about the details of certain business packages. To download business packages, you need a user ID, which you can also request on this website. This user enables you to access all business packages available. Provided that you possess the licenses required, you can start downloading business packages immediately.

� 1RWH: Consultants should always use the customer’ s user ID to download business packages from the

Portal Content Portfolio. �

For further information on installation of business packages, see KWWS��KHOS�VDS�FRP��! 'RFXPHQWDWLRQ��! 6$3�1HW:HDYHU��! 6$3�1HW:HDYHU��V��! 6$3�1HW:HDYHU�/LEUDU\��! SAP NetWeaver Key Areas -> 3HRSOH�,QWHJUDWLRQ��! 3RUWDO��! $GPLQLVWUDWLRQ�*XLGH��! &RQWHQW�$GPLQLVWUDWLRQ��! %XVLQHVV�3DFNDJH�$GPLQLVWUDWLRQ��! %XVLQHVV�3DFNDJH�/LIHF\FOH�

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� The UROH is one of the central concepts of the SAP NetWeaver Portal. A role is a collection of tasks, services and information for a group of users. The role defines which service and information the user should be able to access and the activities he or she may perform.

� User access to content is determined by UROH�GHILQLWLRQV. A portal role is a collection of content. The portal content is developed to enable access to information that is relevant for the company that uses the portal. The roles define which content parts are available for each function role in the company. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles.

� The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar, and the detailed navigation tree. The top-level navigation bar is a series of tabs in the title area of the portal header.

� A page can display a detailed navigation tree. The navigation tree presents a hierarchical list of portal pages and services. A user can navigate portal pages and services by clicking on the nodes in the detailed navigation tree. Using the role definition, users can specify whether detailed navigation trees are to be shown. In addition, the role definition is used to configure both navigation at the highest level and also detailed navigation.

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D�ZLGH�DUHD3HUVRQDOL]DWLRQ�PXVW�EH�HDV\�WR�XVH��3HUVRQDOL]DWLRQ�LV�D�FHQWUDO�SXUSRVH�RI�3HRSOH�&HQWULF�&50�WR�DGMXVW�WKH�DSSOLFDWLRQ�WR�WKH�LQGLYLGXDO�UHTXLUHPHQWV�RI�WKH�XVHU�

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� Personalization is a critical success factor for mySAP CRM: y Easy customization and personalization enables the user to have the right information at the right

place. y Personalization enables quick navigation to relevant information. y Personalization provides an optimized working environment for users.

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For information about personalization of the portal, have a look in the SAP Library under KHOS�VDS�FRP. Choose the following path there: 'RFXPHQWDWLRQ��!�6$3�1HW:HDYHU��!�6$3�1HW:HDYHU��!��3HRSOH�,QWHJUDWLRQ��!�3RUWDO��!�(QG�8VHU�*XLGH��!�3HUVRQDOL]LQJ�\RXU�3RUWDO��

� For information about personalization of iView, have a look in the SAP Library under KHOS�VDS�FRP. Choose the following path there: 'RFXPHQWDWLRQ��!�6$3�1HW:HDYHU��!�6$3�1HW:HDYHU��!��3HRSOH�,QWHJUDWLRQ��!�3RUWDO��!�(QG�8VHU�*XLGH��!�8VH�&RQWHQW��!�3HUVRQDOL]H�L9LHZ��

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� You can use the 3HUVRQDOL]H link to personalize a results list - for example show/hide fields and influence the sequence of the fields.

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Objects can be added or removed from the list of my favorite objects. �

Using the advanced search users can create and store their self defined search variants. �

These search variants can be selected and executed from the drop-down listbox. �

Also predefined searches (CRM customizing) are shown in the drop down listbox.

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� Central search: y Searching for specific data and documents is one of your most important tasks in People-Centric UI.

The iView for the central search provides you with a fast and flexible tool in the portal. y You can stipulate which business objects and which attributes are available for each business object in

the central search. �

Various views are available: y List: This is mainly used for searching and displaying various data records. You also have an ([WHQGHG�VHDUFK option with this view.

y Summarized: This provides the most important information for a selected application in a single view. Note you cannot enter or edit any data on this page however.

y Details: Details are contained in a screen area in which you can view and edit all information for an application.

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� Possible object assignments y Pages can contain pages and iViews y Worksets can contain worksets, pages and iViews y Roles can contain roles, worksets, pages and iViews y Groups can contain users y Roles can be assigned to groups and users y iViews can not contain other content objects

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8VH: You can copy an existing role and then edit the copied version. �

3URFHGXUH��y Select a role in the role catalog (%URZVHU structure). y Right-click the role and choose &RS\. y Navigate to the customer specific area within portal content directory.

- Use right-click and e.g. choose 3DVWH if you want an independent object. - Use right-click and e.g. choose 3DVWH�DV�'HOWD�/LQN if you would like inheritance take place

(Parent-Child relationship). y Open your role and change properties accordingly.

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3URFHGXUH��y Select a role in the Portal Content (either %URZVH or 6HDUFK tab) area and right-click on the object.

Choose 2SHQ to edit the role. y You can edit the object by adding new entries or removing existing ones and by changing properties. y If possible, save your role. When you remove a Workset from a role (Delete), changes are effective

immediately. No save necessary. 0RGLI\LQJ�3RUWDO�5ROHV�'HOLYHUHG�E\�6$3��

You should QHYHU modify roles delivered by SAP (such as the role for the portal administrator and the Knowledge Management administrator).

� If you want to adjust or change an object that does not belong to your namespace, DOZD\V�XVH�WKH�GHOWD�OLQN�SURFHGXUH. Also read Delta Links and Upgrade of Business Packages.

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� E.g. Lightweight Directory Access Protocol (LDAP) is supported.

� The SAP NetWeaver Portal is an easy-to-use tool for assigning roles to users and groups or, conversely,

for assigning users or groups to roles. �

Procedure for Assigning Roles y Search for the user in 8VHU�$GPLQLVWUDWLRQ��!�5ROHV��y Edit the user. y Search for available roles and assign them to the user. y Save the user.

� Every user will be assigned to group (YHU\RQH and the role HXBUROH.

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� CRM uses an approach where only one BSP application exists (CRM_BSP_FRAME). All the various applications like Account Management, Opportunity Management and so on are managed internally by a URL parameter known as $33/. The personalization is realized by the BLVIEW parameter.

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� To create a view, choose the following path: 6$3�,PSOHPHQWDWLRQ�*XLGH��! &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��! /D\RXW�RI�8VHU�,QWHUIDFH��3HRSOH�&HQWULF�8,��!� $SSOLFDWLRQ��/D\RXW��! 9LHZ

� The iView property $GGLWLRQDO�4XHU\�6WULQJ��2SWLRQDO�3URSHUW\� allows you to address a view; use parameter EOYLHZ �YLHZ!��

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� Transaction CRMC_BLUEPRINT_C leads you directly to the /D\RXW�RI�WKH�8VHU�,QWHUIDFH��3HRSOH�&HQWULF�8,��

� The &XVWRPL]LQJ�WRRO�replaces the Business Application Builder and the CRM Designer. This is started via an (ABAP) transaction and is QRW a graphical drag and drop tool.

� You can use the Customizing tool to modify field groups, group tab pages and group toolbars.

� The Customizing tool displays both static and dynamic elements, provides a preview and contains a consistency check.

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• Create search queries and understand their meaning

• Personalize a results list

• Explain the difference between the List and Form views.

People-Centric User Interface users need to get a better understanding of the PC UI application. As a first step it is necessary to understand simple personalization features when creating result lists.

1-1 Familiarize yourself with the People-Centric UI and its applications. Using the example of the $FFRXQWV application, you familiarize yourself with the personalization options.�1-1-1 Log on to the portal.

/LQN��XVHU�DQG�SDVVZRUG�DUH�SURYLGHG�E\�\RXU�WUDLQHU� 1-1-2 Select the application $FFRXQW�0DQDJHPHQW�→�$FcountV�→ $FFRXQWV.

Select Extended Search. This is only available in the List view. If necessary, switch to this view.

Search for accounts with the postal code �� .

Save your query under &5�� Describe exactly what is saved

________________________________________________________

1-1-3 Personalize the search result list.

Choose the Personalization link, select and deselect fields and change the order of appearance.

1-1-4 Only display accounts for the city of Seattle.

1-1-5 Sort your search result list by house numbers.

1-1-6 Export the results list to a file.

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• Reproduce portal personalization options

• Explain the basic content of a standard portal role

You would like to become familiar with user and content information within the Enterprise Portal. You also need to gain a better understanding of standard portal content such as roles, worksets, pages and iViews.

2-1 Analyze an existing portal user as well as an existing portal role. In the following you will become familiar with user management (Identity Management) for the SAP NetWeaver portal.

2-1-1 Take a look at portal personalization. Which options do you have to personalize the user specific portal environment?

2-1-2 In 8VHU�$GPLQLVWUDWLRQ��search for user 0LNH�%XUWRQ and display the details.

a) Which user ID is assigned to Mike Burton?

b) To which roles is this user assigned?

c) Which other actions can you execute from the user search result list?

2-1-3 Take a look at the icon legend within &RQWHQW�$GPLQLVWUDWLRQ�→�3RUWDO�&RQWHQW��You will see some of those icons again in the further course of this exercise.

2-1-4 In &RQWHQW�$GPLQLVWUDWLRQ,�search for the 6HUYLFH�0DQDJHU�role, open it and find out more about the content of this role.

a) Where is this role located in the portal catalog?

b) Which worksets are assigned to the role? How many of them are marked as entry points? Use the legend as a reference.

c) What are the contents of the 2SSRUWXQLW\�0DQDJHPHQW workset in the 6HUYLFH�&\FOH�workset?

d) Call up the &XVWRPHUV page in the Service Performance Analysis workset of the $QDO\WLFV workset. How many iViews does this page comprise?

d) How do you find out which BW query is called from each of these iViews?

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• Copy a standard PCUI role and modify it.

• Make necessary settings in the SAP CRM system.

You would like to become familiar with user and content information within the Enterprise Portal. You also need to gain a better understanding of standard portal content such as roles, worksets, pages and iViews.

3-1 Copying a portal role and changing it according to your needs. In the steps that follow you will copy an existing portal role and then modify it. In addition, you will generate a suitable user role in the CRM system corresponding to the portal role responsible for portal navigation for example.

3-1-1 Create a subfolder ��*5283 in the folder CRM Training� 3-1-2 Copy the 6HUYLFH�0DQDJHU role from the corresponding folder in the newly-

created ##Group folder.

Right-click to use the copy & paste function.

Change the 'HVFULSWLRQ��,' and 1DPH of the role to ��6HUYLFH�0DQDJHU.

What is the complete ID for this role? You can find this information further down under�4XLFN�,QIR.

3-1-3 Delete the $QDO\WLFV workset. Answer the dialog with <HV. 3-1-4 Go to 8VHU�$GPLQLVWUDWLRQ and assign the newly-created role to the user CRM-

##.

Refresh the display (F5). What do you notice?

Go to $FFRXQWV�DQG�3URGXFWV�→�$FFRXQW�0DQDJHPHQW →��$FFRXQWV�and call the Account Media Store (3271).

Can your see any hyperlinks on the 2SSRUWXQLWLHV tab?

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3-1-5 Generate a new user role in the CRM system.

Create a new user role =��B3&&B6(59,&(B0$1$*(5�in the SAP CRM system using the existing role SAP_PCC_SERVICE_MANAGER as a template.

3-1-6 Assign the newly-created role to the user CRM-##.

3-1-7 Assign your newly-created portal role to the individual role you have just created.

Carry out this setting in CRM Customizing.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�/D\RXW�RI�8VHU�,QWHUIDFH��3HRSOH�&HQWULF�8,��o��1DYLJDWLRQ��85/�*HQHUDWLRQ��o�$VVLJQ�3RUWDO�5ROH�WR�6LQJOH�5ROH�

3-1-8 Use the role copier to generate object links.

/D\RXW�RI�8VHU�,QWHUIDFH��3HRSOH�&HQWULF�8,��o�1DYLJDWLRQ��85/�*HQHUDWLRQ��o�8VH�5ROH�&RSLHU�IRU�2EMHFW�/LQNV��Individual role (source): 6$3B3&&B6(59,&(B0$1$*(5

Confirm the entry with ENTER.

Individual role (destination): =��B3&&B6(59,&(B0$1$*(5�Confirm your entry with ENTER.

Destination role priority: 10

Execute the activity in test mode to start with and then GHVHOHFW the 7HVW�0RGH�FKHFNER[.

3-1-9 Log on to the portal again and check whether the hyperlinks are now visible.

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1-1 Familiarize yourself with the People-Centric UI and its applications. Using the example of the $FFRXQWV application, you familiarize yourself with the personalization options.�1-1-1 Log on to the portal.

/LQN��XVHU�DQG�SDVVZRUG�DUH�SURYLGHG�E\�\RXU�WUDLQHU� 1-1-2 To save the search strategy, choose 6HDUFK�TXHU\«

Only the search attributes are saved, not the search result list. If you select your predefined search the next time, the system starts the search again with exactly the same search attributes, though the result list might be different.

1-1-3 Click on the 3HUVRQDOL]H link in the upper right area of your result list.

1-1-4 Click the Filter On button and enter Seattle in the City�row.

1-1-5 Perform a single or double click on the House Number field.

1-1-6 Choose the Export pushbutton.

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2-1 Analyze an existing portal user as well as an existing portal role. In the following you will become familiar with user management (Identity Management) for the SAP NetWeaver portal.

2-1-1 Click on the 3HUVRQDOL]H link in the upper right corner of the browser window.

Users can personalize the portal theme for example (influences the fonts and colors of portal pages) or portal language. Users can also change their user profile and password.

In addition, users can configure WorkProtect mode which allows them to set the handling of unsaved data during navigation.

2-1-2 Choose User Administration→ Identity Management

Under the ([WHQGHG�VHDUFK for XVHUV, enter the surname %XUWRQ and press (17(5.

a) Mike Burton’ s user ID is 6(59,&(5(3.

b) Choose the $VVLJQHG�5ROHV tab� Select 5HFXUVLYH�VHDUFK and choose 6WDUW. You can see that the user is assigned to the roles [Description] (YHU\RQH�UROH, &50�8VHU, &5��6HUYLFH 5ROH and 3HUVRQDOL]DWLRQ.

c) You can, for example, modify or lock the user.

…

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2-1-3 The following icon legend can be observed:

Folder iView (Hidden)

iView Folder (Added to Delta Link Target)

iViewTemplate Folder (Changed in Delta Link Target)

Page iView (Added to Delta Link Target)

Page Template iView (Changed to Delta Link Target)

Workset Portal Page (Added to Delta Link T)

Role Portal Page (Changed to Delta Link T)

Page Layout Workset (Added to Delta Link Target)

Unclarified Link Workset (Changed to Delta Link T)

Business Object Business Object (Existing)

iView (Locked in Page) Business Object Operation

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2-1-4 Click�&RQWHQW�$GPLQLVWUDWLRQ�→�3RUWDO�&RQWHQW and go to the Search tab. Enter the following:

Search In: (QWLUH�3RUWDO�&DWDORJ

Object Type: 5ROH

Search For: 6HUYLFH�0DQDJHU Press 6HDUFK.

Select the ILUVW�HQWU\ in the results list. In the Quick Info, you will see the identity for this role. This ends in FUPVF�VHUYLFHPDQDJHU� a) Perform a right-click and select 6HDUFK�LQ�3RUWDO�&DWDORJ. The directory structure of the portal catalog will open up and you will see the relevant location.

Right-click to open this role and choose 2SHQ�Æ�2EMHFW. b) In the details area on the right hand side, you will see that the following worksets are assigned to the role:

+RPH��6HUYLFH�&\FOH��,QVWDOODWLRQV��6HUYLFH�3HUIRUPDQFH��$FFRXQWV�DQG�3URGXFWV�$QDO\WLFV�and�0DUNHW� Six of the seven worksets are marked as entry points, meaning that they show up in first level navigation. It is not necessary to check the properties of the worksets. The font (bold) provides you with you the information.

c) The workset 2SSRUWXQLW\�0DQDJHPHQW contains three pages - 2YHUYLHZ��2SSRUWXQLWLHV��6XPPDU\ and $QDO\VLV plus 2SSRUWXQLWLHV�iViews.

c) Right-click the &XVWRPHUV page and choose (GLW. The page contains two iViews.

e) Select one of these iViews and choose the 3URSHUWLHV�pushbutton.

In the 3URSHUW\�(GLWRU�on the right-hand side. choose the 3URSHUW\�&DWHJRU\ &RQWHQW�±�%([�:HE�$SSOLFDWLRQ. Here you will find information on the BW Report ID.

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3-1 Copying a portal role and changing it according to your needs. In the steps that follow you will copy an existing portal role and then modify it. In addition, you will generate a suitable user role in the CRM system corresponding to the portal role responsible for portal navigation for example.

3-1-1 Link, user and password are provided by your trainer.

Navigate to &RQWHQW�$GPLQLVWUDWLRQ�→�3RUWDO�&RQWHQW Use the %URZVH structure on the left to navigate to 3RUWDO�&RQWHQW�→�&50�7UDLQLQJ

Right-click to create a subfolder ��*URXS.

3-1-2 Stay within the %URZVH structure and navigate to:

3RUWDO�&RQWHQW�→�&RQWHQW�3URYLGHG�E\�6$3�→�VSHFLDOLVW�→�&50�→�5ROHV Search for the 6HUYLFH�0DQDJHU role.

Right-click to select the role and choose &RS\.

Navigate to the newly-created folder within &50�7UDLQLQJ and right-click to 3DVWH�DV�GHOWD�OLQN�. Answer the dialog with <HV. Once you have inserted the role into your folder, first change the ID by right-clicking to select the object and choose &KDQJH�,'. Follow the instructions in the dialog and assign ��VHUYLFHPDQDJHU�as the new object ID.

Now open the object and change the GHVFULSWLRQ�and QDPH of this role to ��VHUYLFHPDQDJHU� The complete ID for the new role is:

SFG�SRUWDOBFRQWHQW�FRP�VDS�WUDLQLQJ�&507UDLQLQJ��*UXSSH�FRP�VDS�SFW�FUP��VHUYLFHPDQDJHU�Save your settings.

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�3-1-3 Right-click on the Analytics workset and choose 'HOHWH. Answer the dialog

with <HV. 3-1-4 Navigate to User Administration → Identity Management�

Search for the user &50�� Select the entry by choosing the pushbutton at the start of the row.

Choose &KDQJH and go to the $VVLJQHG�5ROHV tab.

Search for your newly-created role using the search string *##service*.

Select your role and choose $GG.

Press the 6DYH button in order to save the user.

Press F5 or use the browser refresh icon.

7KH�WRS�OHYHO�QDYLJDWLRQ�VKRXOG�QRZ�LQFOXGH�VHYHUDO�QHZ�HQWU\�SRLQWV�WKDW�RULJLQDWH�IURP�WKH�VHUYLFH�UHSUHVHQWDWLYH�UROH. Go to $FFRXQWV�DQG�3URGXFWV�→�$FFRXQW�0DQDJHPHQW�→��$FFRXQWV�and call the Account Media Store (3271).

Choose the 2SSRUWXQLWLHV�tab� +\SHUOLQNV�DUH�QRW�DYDLODEOH��/RJ�RII�DQG�FORVH�WKH�EURZVHU�

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3-1-5 6$3�PHQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�6\VWHP�$GPLQLVWUDWLRQ�o�8VHU�0DLQWHQDQFH�o�5ROH�$GPLQVWUDWLRQo�5ROHV� Role: 6$3B3&&B6(59,&(B0$1$*(5

Choose &RS\�5ROH. To role: =��B3&&B6(59,&(B0$1$*(5

Choose &RS\�$OO. 3-1-6 6$3�PHQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�6\VWHP�$GPLQLVWUDWLRQ�o�

8VHU�0DLQWHQDQFH�o�8VHUV User: CRM-##

Choose &KDQJH. Choose the 5ROHV tab.

Role: =��B3&&B6(59,&(B0$1$*(5�Save the user.

3-1-7 6$3�PHQX�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ� Choose 6$3�5HIHUHQFH�,0*.

6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�/D\RXW�RI�8VHU�,QWHUIDFH��3HRSOH�&HQWULF�8,��o��1DYLJDWLRQ��85/�*HQHUDWLRQ��o�$VVLJQ�3RUWDO�5ROH�WR�6LQJOH�5ROH

Select 1HZ�(QWULHV. Role: =��B3&&B6(59,&(B0$1$*(5�Portal role: FRP�VDS�WUDLQLQJ�&507UDLQLQJ��*UXSSH�FRP�VDS�SFW�FUP��VHUYLFHPDQDJHU�Save this data.

3-1-8 6$3�,PSOHPHQWDWLRQ�*XLGH�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o Layout of User Interface (People-Centric UI) → Navigation (URL Generation) → Use Role Copier for Object Links

Individual role (source): 6$3B3&&B6(59,&(B0$1$*(5

Confirm the entry with ENTER.

Individual role (destination): =��B3&&B6(59,&(B0$1$*(5�Confirm the entry with ENTER.

Destination role priority: 10

Execute the activity in test mode to start with and then GHVHOHFW the 7HVW�0RGH�FKHFNER[.

3-1-9 The hyperlinks will now be displayed.

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� Through Customizing, you can ensure that the different addresses of a business partner are determined correctly by the system for the different partner functions in a business process (for example, send invoice to bill-to address).

� In the Business Partner master, you enter the different addresses of the business partner. One address is marked as the standard address.

� You can assign the addresses to different address types (address usages), which you predefined in the Customizing.

� Several addresses can be assigned to the same address type, but only one is marked as the standard address.


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&URVV�DSSOLFDWLRQ�FRPSRQHQWV�→�6$3�%XVLQHVV�3DUWQHUV�→�%XVLQHVV�3DUWQHUV�→�%DVLF�6HWWLQJV�→�$GGUHVV�'HWHUPLQDWLRQ�and so on.

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� The worldwide use of SAP software requires the use of many different fonts. International address versions (or versions for short) are an attribute of Business Address Services that enable addresses to be printed in different fonts depending on the country. In this context, the term GLIIHUHQW�IRQWV does not refer to special country-specific letters or symbols within a character set, such as vowels with umlauts in German and vowels with accents in French, but rather fonts that consist of their own character sets.

� When printing addresses, note that the font of the addresses to be printed is not determined by the current logon language or the logon language at the time of address creation. International address versions enable the same address to be printed in different fonts (or versions), depending on certain parameters.

� A Japanese address is to be printed in Kanji (Chinese characters) if the sending company is also in Japan, or in international font if the sending company is not in Japan.

� See also SAP Note 316331 about international address versions.


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� In Business Address Services, interfaces for partner products are provided for the attachment of tools for duplicate check and error tolerant searches.

� The prerequisite for the duplicate check is that a solution of a third-party provider is used and the implementations for the Business-Add-Ins ADDRESS_UPDATE and ADDRESS_SEARCH are active (transaction SE19).

� You can customize postal validation. You can maintain a separate post-customizing for each country.

� The archiving flag (BUT000-XDELE) is set manually or via a BAPI.

� Data dependency test: The business partner cannot be archived when the following statements are true: y The business partner is a reference business partner. y The business partner is being used in a business transaction (for example, in an activity, opportunity,

sales order, lead). Business transactions must first be archived. y The business partner is an active organizational unit. y Relationships to a product exist (for example, customer order number): Partner/product ranges must

first be archived. y An Internet user exists.


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Before GDWD�FOHDQVLQJ can be carried out, the redundant data must be determined in the system. �

The following possibilities for duplicate recognition exist: y External search engine – The Business Address Services (BAS) provide an interface for integrating

any necessary external software such as a search engine. y Customer-owned programs y Services from data providers to search your data for possible duplicates

� In individual cases you can find potential business partner duplicates in the hit list of the business partner search.

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Redundant data records must have been determined in the system. �

To use the Business Address Services interface, make the following settings in Customizing: In the IMG, choose %DVLV�→�%DVLV�6HUYLFHV�→��$GGUHVV�0DQDJHPHQW�→�$FWLYDWH�'XSOLFDWH�&KHFN�,QGH[�3RROV��

� Perform the following system settings in the SAP Business Partner IMG: Choose &URVV�$SSOLFDWLRQ�&RPSRQHQWV�→�6$3�%XVLQHVV�3DUWQHU�→�'DWD�&OHDQVLQJ�→�0DLQWDLQ�1XPEHU�5DQJHV��'HILQH�3ULRULWLHV��$FWLYDWH�'DWD�&OHDQVLQJ��


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� The archiving flag (BUT000-XDELE) is set manually or via a BAPI.

� Data dependency test: The business partner cannot be archived when the following statements are true: y The business partner is a reference business partner. y The business partner is being used in a business transaction (for example, in an activity, opportunity,

sales order, lead). Business transactions must first be archived. y The business partner is an active organizational unit. y Relationships to a product exist (for example, customer order number): Partner/product ranges must

first be archived. y An Internet user exists.

� Phases 2 and 3 of the archiving process must be initiated directly in the Archive Development Kit (ADK). The phase 1 tasks can be completed by periodic collective processing.

� Status ARCR stands for archivable.


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� Date management enables you to process as many dates as you wish in a transaction. It is used, for example, in contracts (for cancellations date, run times), activities (total duration of an activity), and quotations (valid to date). You can use date management in any other transaction types. You define specific dates, or the system can calculate dates using date types, durations and date rules.

� The date profile controls which reference objects, time duration, date types, and date rules can be used in a specific transaction type.


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� Date types are descriptions of business transaction dates, for example, start of contract, end of contract, date of signature.

� The duration is the period between two points in time. It consists of a numerical value and definable time unit.

� Date rules for calculating times are defined in XML.


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� Content Management is a function of the SAP Web Application Server, which is used in SAP CRM in various areas, for example, for business partner- and product master data.

� In the business transaction, the various Content Management functions are available on header- and item level.

� Integration with the ArchiveLink functionality: In Customizing, you can define which documentation for the appropriate business objects is linked to the ArchiveLink functions. To do this, in Customizing, select the :HE�$SSOLFDWLRQ�6HUYHU��! 6$3�:HE�$SSOLFDWLRQ�6HUYHU��! �%DVLV�6HUYLFHV��! $UFKLYH/LQN� Additionally, you can create ArchiveLink documents from Content Management.

� The exchange of Content Management documents with CRM Mobile is possible. Usage of filter profiles allows you to specify which documents are to be transferred to the Mobile Client.

� For technical information on Content Management, see the SAP Help portal under http://help.sap.com -> SAP NetWeaver -> SAP Web Application Server -> SAP NetWeaver Components -> SAP Web Application Server -> Basis Services / Communication Interfaces (BC-SRV) -> Knowledge Provider (BC-SRV-KPR) -> Content Management Service (BC-SRV-KPR).

� Please see OSS note 720434 for information on $XWKRUL]DWLRQV�IRU�GRFXPHQWV.


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� Functions for Content Management are on the 'RFXPHQWV tab page.

� Special functions in SAP GUI: y Sending documents: You can send business partners documents linked to a business transaction, for

example, by e-mail or fax. y Creation of personal- and generally visible notes at document level. y Document templates: You can define templates for your documents that will be available to you later

in Content Management. For more information, see the Implementation Guide under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�&RQWHQW�0DQDJHPHQW�→�'HILQH�'RFXPHQW�7HPSODWHV.�


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� Functions for Content Management are on the $WWDFKPHQWV tab page.


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� %'RF�PHVVDJHV�serve as data containers on the CRM Server and between the CRM Server and the Mobile Clients.

� Data from SAP R/3 systems and other systems are received via BAPIs, XML files, Idocs or ASCII files. This data is mapped to fill BDocs for further distribution.

� Several layers can be distinguished to technically enable the data transfer between the systems involved: y The TCP/IP transfer protocol is usually used on the network. y Remote Function Calls (RFCs) or the File Transfer Protocol (ftp) provide data. y BDocs, IDocs, XML messages or ASCII flat files contain the actual data.


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� In an SAP CRM system environment, local components or VLWHV must be connected to the central component permanently or temporarily so that messages can be exchanged. Sites (not users) are the smallest addressable unit in Replication and Realignment. They are identified by a global identifier (GUID).

� Each site has a VLWH type. Sites of the same type use the VDPH�DGDSWHU for exchanging data between the CRM Server and the sites. There is a range of site types available for connecting SAP components.

� Sites are created in the Administration Console, a CRM Middleware tool for the administration of the data exchange of sites (local components). An SAP R/3 system is created, for example, as a site using the site type R/3. SAP provides many standard site types: CRM, CDB, R/3, Mobile client, External interface for XML, External interface for Idocs.

� You can create your own user-defined site types in Customizing. To do this, choose: 6$3�,PSOHPHQWDWLRQ�*XLGH�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0LGGOHZDUH�DQG�5HOHYDQW�&RPSRQHQWV�→�&RPPXQLFDWLRQ�6HWWLQJV�→�&UHDWH�VLWHV�DQG�VXEVFULSWLRQV��


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� The main tasks of a synchronization flow comprise the storage of files in the consolidated database (CDB) and the realignment service, that is, the redistribution (synchronization) of data to mobile clients��$UFKLWHFWXUH�DQG�7HFKQRORJ\�→�0LGGOHZDUH�→�0RQLWRULQJ�→�4XHXHV�→�0RQLWRULQJ�55�4XHXHV�

� An LQERXQG�sBDoc can be processed in two ways: y If assigned to an mBDoc, it is (always) mapped to this mBDoc, which is then passed to messaging

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� The figure shows a more detailed overview of SOAP/XML processing.

� SOAP/XML messages can be sent to XML messaging systems, which convert the XML into other XML schemata based on mapping rules and send these messages to other applications based on routing rules.

� For CRM – Business Connector communication, IDocs should be used. An IDoc transfer is quicker in comparison to SOAP/XML because, unlike an XML document, the IDoc document contains no metadata information (tags), therefore, the size of document sent down the line is substantially smaller in comparison.


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� The figure shows a more detailed overview of IDoc processing.

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� IDocs can be used to send messages to a flat file.

� IDocs can be used to send messages to an ALE converter where IDocs are mapped to standardized message formats (EDI communication). IDocs can be used to send messages to an ALE messaging system. In contrast to an ALE converter, the message handler will not perform any conversion or mapping but instead receives IDocs and sends them to applications for processing.

� IDocs can be used to send messages to an EDI subsystem. In contrast to an ALE converter, the EDI subsystem does not use direct program-to-program communication for transferring IDocs.


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X The 0LGGOHZDUH�%URNHU provides data to an SAP Business Information Warehouse (SAP BW) system and receives reports from an SAP BW system to replicate them to Mobile Clients. However, only the extract function is available in a pure CRM Server Applications scenario (without Mobile Clients) because CRM Server Applications users will have direct access to an SAP BW system. The load of Solution Workbooks to the CRM system and, consequently, to Mobile Clients, is covered in the course 7$&50��0RELOH�6DOHV��6HUYLFH.

X The SAP BW is linked to the CRM Server partly by the Middleware Broker, partly by direct RFCs and BAPIs.

X The %:�DGDSWHU�extracts data from the SAP Business Information Warehouse (SAP BW) for the following BDoc types: y Sales orders, opportunities, leads, activities, contracts, billing documents (mBDoc types) y One single sBDoc: Chemical Market Potentials. Further customer-defined extractions of sBDocs

without using a messaging flow are possible. y Product and campaign master data, which is not handled by the CRM middleware

X By default, changes to master data by a CRM Server Application always trigger a BDoc flow. However, the BW adapter does not use this BDoc flow for product data or campaign master data but receives the data from the application directly to put those data in a DataSource structure into the outbound queue where it is pulled by the SAP BW system using scheduled requests.
