CR100CRM Customizing FundamentalsSAP CRM
Date Training Center Instructors Education Website
Instructor HandbookCourse Version: 92 Course Duration: 5 Day(s)
Material Number: 50094968 Owner: Karsten Fehmer (D027477)
An SAP Compass course - use it to learn, reference it for
work
CopyrightCopyright 2009 SAP AG. All rights reserved. No part of
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g200932242614
About This HandbookThis handbook is intended to complement the
instructor-led presentation of this course, and serve as a source
of reference. It is not suitable for self-study.
Typographic ConventionsAmerican English is the standard used in
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About This Handbook
CR100
Icon
Meaning For more information, tips, or background Note or
further explanation of previous point Exception or caution
Procedures
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presentation.
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ContentsCourse Overview
......................................................... viiCourse
Goals
...........................................................vii
Course Objectives
...................................................... x
Unit 1: SAP CRM 7.0 Overview
....................................... 1SAP CRM Functions and
Architecture ...............................2 SAP CRM WebClient
User Interface ............................... 10
Unit 2: Account Management
......................................... 29Overview of Accounts
and Business Partners .................... 30 Account
Classification Options and Account Hierarchies........ 57 Data
Exchange with the SAP ERP System ....................... 68
Unit 3: Organizational Management
................................. 89Organizational Model
................................................. 90 Determination
of Organizational Data in Transactions ..........107
Unit 4: Product
Master................................................. 121Basic
Features of the Product Master.............................122 Set
Types, Attributes, Categories, and Hierarchies .............133
Unit 5: Transaction
Processing...................................... 171Structure of
Transactions ...........................................172
Transaction Types Item Categories and Item Category Determination
.....................................................180 Basic
Functions in Business Transactions .......................223
Unit 6: Activity Management
......................................... 259Overview of Activity
Management .................................260 Customizing
Activities and Special Activity Functions ..........266
Unit 7: Partner Processing
........................................... 297Overview of Partner
Processing ...................................298 Customizing
Partner Processing...................................306
Unit 8:
Actions...........................................................
335Action
Processing....................................................336
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Contents
CR100
Unit 9: Pricing
...........................................................
371Overview of Pricing
..................................................372 Condition
Maintenance and Pricing Functions ...................385
Unit 10: CRM Billing
.................................................... 413Overview of
CRM Billing ............................................414
Customizing CRM
Billing............................................426
Unit 11: CRM Middleware
............................................. 449Overview of CRM
Middleware......................................450 Data Exchange
between SAP CRM and SAP ERP .............460 Consistency and
Monitoring of the Data Exchange .............479
Unit 12: CRM WebClient UI
........................................... 493Overview of CRM
WebClient UI....................................494
Index
.......................................................................
525
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Course OverviewThe course introduces important master data and
covers base customizing settings of the SAP CRM solution. This
course does not cover key functions or contact channels in detail.
The course focuses on more generic topics (for example, master data
and general concepts of transaction processing as well as basic
functions).
Target AudienceThis course is intended for the following
audiences: Customers, consultants and project team members
responsible for configuring basic functions of the SAP CRM systems
Users of SAP ERP Central Component and new customers planning to
implement SAP CRM Customers and consultants who need detailed
knowledge about base Customizing in SAP CRM 7.0.
Course PrerequisitesRequired Knowledge This course requires the
course SAPCRM (SAP CRM Solution Overview).
Recommended Knowledge Knowledge of SAP ERP (R/3) Sales and
Distribution (SD) helps. Knowledge of the SAP CRM learning maps
that describe the functions in more detail. Customers and partners
can use the following links to the SAP CRM learning maps on SAP
Service Marketplace: http://service.sap.com/okp to register (OKP
stands for SAP Online Knowledge Products.)
http://service.sap.com/rkt-crm for access
Course Duration DetailsUnit 1: SAP CRM 7.0 Overview SAP CRM
Functions and Architecture Exercise 1: Characteristics of the SAP
CRM Application SAP CRM WebClient User Interface Exercise 2: Logon
and Personalization 25 Minutes 5 Minutes 20 Minutes 20 Minutes
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Course Overview
CR100
Unit 2: Account Management Overview of Accounts and Business
Partners Exercise 3: Account Maintenance Exercise 4: Optional
Exercise: Customizing of Address Types Account Classification
Options and Account Hierarchies Data Exchange with the SAP ERP
System Exercise 5: Optional Exercise: Business Partner Templates
for Sales Area Data Unit 3: Organizational Management
Organizational Model Exercise 6: Maintaining the Organizational
Model Determination of Organizational Data in Transactions Exercise
7: Setting Up Organizational Data Determination Unit 4: Product
Master Basic Features of the Product Master Set Types, Attributes,
Categories, and Hierarchies Exercise 8: Product Maintenance and
Enhancement Sales Exercise 9: Product Maintenance and Enhancement
Service (Optional) Unit 5: Transaction Processing Structure of
Transactions Exercise 10: Business Transactions Transaction Types
Item Categories and Item Category Determination Exercise 11:
Transactions and Related Customizing Sales Exercise 12:
Transactions and Related Customizing Service (Optional) Exercise
13: Implementing and Testing Copying Control Sales Exercise 14:
Implementing and Testing Copying Control Service (Optional) Basic
Functions in Business Transactions Exercise 15: Text Determination
Sales Exercise 16: Text Determination Service (Optional) Exercise
17: Incompleteness - Sales Exercise 18: Incompleteness Service
(Optional) Unit 6: Activity Management
60 Minutes 20 Minutes 10 Minutes 45 Minutes 40 Minutes 30
Minutes 45 Minutes 20 Minutes 45 Minutes 25 Minutes 60 Minutes 70
Minutes 45 Minutes 45 Minutes 30 Minutes 5 Minutes 90 Minutes 25
Minutes 25 Minutes 15 Minutes 25 Minutes 120 Minutes 20 Minutes 20
Minutes 20 Minutes 20 Minutes
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CR100
Course Overview
Overview of Activity Management Exercise 19: Activities
Customizing Activities and Special Activity Functions Exercise 20:
Activities and Related Customizing Sales Exercise 21: Activities
and Related Customizing Service (Optional) Unit 7: Partner
Processing Overview of Partner Processing Exercise 22: Partner
Processing Customizing Partner Processing Exercise 23: Analyze and
Set Up Partner Processing Sales Exercise 24: Analyze and Set Up
Partner Processing Service (Optional) Unit 8: Actions Action
Processing Exercise 25: Action Definitions and Customizing Sales
Exercise 26: Action Definitions and Customizing Service (Optional)
Unit 9: Pricing Overview of Pricing Condition Maintenance and
Pricing Functions Exercise 27: Condition Maintenance and
Customizing Sales Exercise 28: Condition Maintenance and
Customizing Service (Optional) Unit 10: CRM Billing Overview of CRM
Billing Customizing CRM Billing Exercise 29: Creating Billing
Documents Sales Exercise 30: Creating Billing Documents Service
(Optional) Unit 11: CRM Middleware Overview of CRM Middleware Data
Exchange between SAP CRM and SAP ERP Exercise 31: Administration
Console Exercise 32: Object Managemement and Data Transfer from an
ERP System Consistency and Monitoring of the Data Exchange Exercise
33: Data Exchange and Troubleshooting
25 Minutes 5 Minutes 50 Minutes 30 Minutes 30 Minutes 30 Minutes
5 Minutes 40 Minutes 35 Minutes 35 Minutes 70 Minutes 40 Minutes 40
Minutes 40 Minutes 40 Minutes 40 Minutes 40 Minutes 35 Minutes 40
Minutes 40 Minutes 40 Minutes 20 Minutes 40 Minutes 10 Minutes 10
Minutes 25 Minutes 10 Minutes
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Course Overview
CR100
Unit 12: CRM WebClient UI Overview of CRM WebClient UI Exercise
34: Business Roles
60 Minutes 30 Minutes
Course GoalsThis course will prepare you to: understand the
concept of master data (Accounts, the Organizational Model and
Products) perform basic customizing of business transactions
customize basic functions relevant for transaction processing
describe options of the CRM Billing application understand the main
functions of the CRM Middleware describe the basic features and
functions of the CRM WebClient UI
Course ObjectivesAfter completing this course, you will be able
to: Gain a deeper knowledge of basic data in CRM as well as
selected generic CRM functions
This course introduces generic features and functions of SAP CRM
which most likely will become relevant for any CRM customer, no
matter which scenario he later on will focus on. Course Instructor
Profile Level of Knowledge Required You should be familiar with
different CRM scenarios and standard features and functions of SAP
CRM. You should know that CRM offers several Key Capabilities: CRM
Web Channel, CRM Marketing, CRM Interaction Center, CRM Field
Applications, CRM Partner Channel Management, CRM Sales, CRM
Service. You should have a good knowledge of ERP standard
functionality in the area of Sales and Distribution (SD) as well as
Customer Service (CS). You should familiarize yourself with ERP
master data in order to be able to understand and explain
differences between both systems.
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CR100
Course Overview
Hints on Preparing This Course: Check
http://service.sap.com/curr-info for an additional Instructor Guide
in Microsoft Word format. This word document instructor guide is
subject to change and might be adapted from time to time. It mainly
consists of additional demonstrations. Therefore make sure that you
have the latest version. Some kind of change log will be provided
in order to identify what has changed. Note: Feel free to give
feedback to the course author with respect to course content and/or
suggestions for demos and exercises. Also it would be helpful to
communicate if you think that the information in this handbook
misleading, insufficient or incorrect. The timing of lessons and
exercises must be considered an estimation. Depending on the skills
of the instructor and the expertise of participants, timing might
vary individually. Visit the RKT learning maps for internals
http://service.sap.com/rkt-crm
Test/Preparation System There are test/prep. systems for most of
the SAP courses available. You will find the necessary information
on http://service.sap.com/curr-info. In case you cannot access this
site please ask the responsible Education coordinator (the one who
send you this guide) to make the relevant information available to
you. If no test/prep. system exists for the course, but testing or
preparation is essential, the responsible Education department can
order such a system this should be done ideally at least one week
before the training. Please note that test/prep. Systems must not
be used for training without the permission of KPS. An access
violation fee will be charged in this cases. Training WTS farm:
Nearly all SAP courses are designed to be taught via SAP Training
Window Terminal Service Server Farms (=WTS-Farms) to enable also
trainings on customer site (so called Onsite-Training). If
restrictions of the course dont mention another WTS Farm or the
usage of the local PC front end, always use the Common Training WTS
farm for your training. Use SAP software on local PC front end only
in SAP owned training centers with good network bandwidth
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Course Overview
CR100
connections. The usage of SAP software on local PC front end
restricts the training support to the local IT support. The global
training support can only support trainings via Training WTS farms.
Training at SAP training centers/Internal SAP training: The
internal connectivity to the training WTS farms can only be used
inside of SAP network infrastructure. To connect to the training
WTS farm use http://wts.wdf.sap.corp:1080. Choose your home region
(US, EMEA or APJ). Select the Training-Zone menu. Connect to Common
Training, if no other WTS farm is named for the training. Customer
Onsite training / Third party training center: Customer Onsite
training can only connect to SAP training WTS farm via the SAP
Citrix Secure Gateway (SAP CSG). Therefore you need a CSG-User ID.
The User ID has to be already created by the education department
for the time of the training. The data (User ID and password) are
delivered to you by the education department. Trainer and
participants using the same dedicated CSG-User-ID and password for
the training. To connect to the training WTS farm use
http://mywts.sap.com. Enter the CSG-User ID and password. Choose
your home region (US, EMEA or APJ). Select the Training icon.
Connect to Common Training, if no other WTS farm is named for the
training.
Training System: SAP CRM 7.0 System. SAP ERP 6.0 System, EhP 4
Note: Please make sure to test demos, exercises & solutions in
advance in the test prep system and/or in your training system. But
please only use the training system in the week when your event is
scheduled. In other weeks the system is used by other courses and
interference might lead to severe problems in those classes.
Unauthorized usage of a training system may result in a
conventional fee. User ID and Passwords for Trainer: CRM-system:
User: TRAINING Password: Caution: It is vital to use user TRAINING,
especially when logging on to the CRM WebClient UI, since some of
the demos described in this course depend on this. Using any of the
CRM-## users may result in problems (for example, demo specific
business roles are not available!)
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CR100
Course Overview
User ID and Passwords for Course Participants: CRM-system: User:
CRM-## [## = Group Number] Password: welcome Caution: Optional but
recommended: Use transaction ZUSR to change this password. 1. 2. 3.
4. 5. ERP-system: User: CRM-## [## = Group Number] Password:
welcome Caution: Optional but recommended: Use transaction ZUSR to
change this password. 1. 2. 3. 4. 5. ZUSR Maintain users CRM-01 to
CRM-65 Execute Change password and choose accept. ZUSR Maintain
users CRM-01 to CRM-65 Execute Change password and choose
accept.
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Course Overview
CR100
Preparation in the System 1. CRM-system Use report ZSENQOFF (via
SE38) in order to deactivate table enqueue mechanism. You could use
ZSENQON to switch it on again. Both reports also exist in SAP ERP
system. Without using ZSENQOFF participants will not be able to do
the customizing exercises at the same time. b) Use Transaction
/nscc4 in order to set the Changes Without Automatic Recording (of
transport requests) for your training client. c) Before unit CRM
Middleware execute report ZSENQON in order to avoid unwanted
effects. ERP-system a) Use report ZSENQOFF (via SE38) in order to
deactivate table enqueue mechanism. You could use ZSENQON to switch
it on again. Both reports also exist in SAP ERP system. Without
using ZSENQOFF participants will not be able to do the customizing
exercises at the same time. a)
2.
Example ABAPs CATTs: No need to start CATTs Information
regarding exercises/solutions Caution: Starting with the Unit
Product Master, the course CR100 contains two sets of
exercises/solutions. The default exercises/solutions focus on a
sales scenario. Optionally participants can do the service specific
exercises. It is not intended that participants do both sets of
exercises. The planned estimated durations have been defined for
doing one set of exercises! Participants who are doing the default
(= sales) exercises usually test the outcome with CRM WebClient UI
business role Sales Professional (SALESPRO). Participants who are
doing the optional (= service) exercises usually test the outcome
with CRM WebClient UI business role Service Professional
(SERVICEPRO).
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Unit 11
SAP CRM 7.0 OverviewThis unit basically wraps up the content of
the course SAPCRM. It introduces the basics of SAP CRM and prepares
participants who did not attend SAPCRM. You can mention that the
course CR100 is meant to be ageneric, course. Participants will get
on overview of basic/generic CRM functions. Participants will
neither learn channel specific functions (IC WebClient details) nor
details of CRM Marketing, CRM Sales or CRM Service. Ideally
participants will attend one of the succeeding courses CR300,
CR410, CR600 and CR700.
Unit OverviewThis unit gives an overview of the SAP CRM
application.
Unit ObjectivesAfter completing this unit, you will be able to:
Describe the SAP CRM application Describe the various components of
the SAP CRM architecture Define CRM Middleware Navigate in the CRM
WebClient UI
Unit ContentsLesson: SAP CRM Functions and
Architecture................................2 Exercise 1:
Characteristics of the SAP CRM Application ................7
Lesson: SAP CRM WebClient User
Interface................................ 10 Exercise 2: Logon and
Personalization................................... 17
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Unit 1: SAP CRM 7.0 Overview
CR100
Lesson:2
SAP CRM Functions and ArchitectureLesson Duration: 25
Minutes
Lesson OverviewThis lesson introduces the SAP CRM application by
covering its key functions and architecture.
Lesson ObjectivesAfter completing this lesson, you will be able
to: Describe the SAP CRM application Describe the various
components of the SAP CRM architecture Define CRM Middleware
Use this lesson to wrap up the content of course SAPCRM which
officially is a prerequisite course.
Business ExampleYour company has selected SAP CRM as its
Customer Relationship Management solution. Therefore, you want to
become familiar with the key functions provided by SAP CRM. You
also want to familiarize yourself with the SAP CRM
architecture.
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CR100
Lesson: SAP CRM Functions and Architecture
Figure 1: SAP CRM Summary
If not familiar with the SAP CRM application, it can be helpful
to look into the details of course SAPCRM.
SAP Customer Relationship Management (SAP CRM) is a
comprehensive solution for managing your customer relationships. It
supports all customer-focused business areas, from marketing to
sales and service, as well as customer interaction channels, such
as the Interaction Center, the Internet, and mobile clients. SAP
CRM is part of SAP Business Suite. SAP CRM provides leading front
office functions and end-to-end industry-specific processes via
marketing, sales, service, and various other channels. SAP CRM can
be integrated into the SAP NetWeaver Portal.
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Unit 1: SAP CRM 7.0 Overview
CR100
Figure 2: Architecture of SAP CRM
This figure mentions quite a few options that are possible when
running SAP CRM. You can mention that there are customers out there
who do not use this system setup. Especially the SAP CRM - SAP SCM
integration doesnt exist too often. Besides the different CRM
Interaction Channels (left hand side of the figure), the SAP CRM -
SAP ERP connection really is important. Many (most) SAP CRM
customers have an SAP R/3 (ECC) history and look for deltas between
those two systems. SAP Customer Relationship Management (SAP CRM)
is part of the SAP Business Suite and contains a central CRM server
that can be used to access the system via multiple channels. The
CRM server can also connect to other systems. The SAP CRM
application can be connected and fully-integrated in the following
ways: The SAP CRM System as a central CRM server with its
application components SAP ERP as a back-end system with
well-proven ERP functions BI functions of SAP NetWeaver with
comprehensive statistical and analysis capabilities SAP SCM as a
global solution for product availability checks and demand
planning
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CR100
Lesson: SAP CRM Functions and Architecture
Figure 3: SAP CRM and Other SAP Systems
Discuss the realization of connecting different technical
components. You might want to give an example of data flowing
through systems. For example, a sales order is taken in the CRM
Interaction Center WebClient then checked against SAP SCM for
Available-to Promise (ATP) and then saved and transferred to SAP
ERP for fulfillment. Briefly explain the concept of adapters and
Plug-in which serve as connectors and power outlets within the SAP
CRM landscape. It is possible to connect multiple ERP backend
systems as well as non-SAP systems to SAP CRM. Beware that
multi-backend scenarios are non-trivial and that it depends on the
exact requirements of a customer whether and how multi-backend is
in fact possible. Please take a look at OSS note 640570. The note
basically says that you need to talk to SAP before you go for
multi-scenarios. For the exchange of master data (Business Partner,
Products) SAP offers a standard Multi-Backend integration. Please
refer to note 1143540 for details. There is a replication guide
(best practice documentation) available on the Help Portal.
Currently (March 2009) it is based on SAP CRM 2007 but it is
helpful anyway.
http://help.sap.com/bp_crmv12007/CRM_DE/HTML/index.htm Technical
Information Building Block Library B09: CRM Customizing Replication
CRM Middleware is the primary device for the data exchange between
the CRM system and the connected SAP ERP system. A plug-in on the
SAP ERP system acts as a counterpart to the R/3-Adapter, supporting
the data communication between the two systems. The data exchange
normally includes an initial transfer of Customizing data, master
data and transaction data to the CRM system, as well as a delta
replication of the master data and transaction data in both
directions.
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Unit 1: SAP CRM 7.0 Overview
CR100
SAP ECC 6.0 and later releases contain all interfaces that are
required for technical integration with the other SAP components
that were previously components of the SAP R/3 plug-ins.
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CR100
Lesson: SAP CRM Functions and Architecture
5
Exercise 1: Characteristics of the SAP CRM ApplicationExercise
Duration: 5 Minutes
Exercise ObjectivesAfter completing this exercise, you will be
able to: understand differences between SAP ERP and SAP CRM
Business ExampleYou would like to better understand the
differences of the SAP CRM and SAP ERP application
Task:Please answer the following questions 1. Which of the
following scenarios/functions are not part of SAP CRM?Choose the
correct answer(s).
2.
A B C D E F
Logistics Execution Billing Controlling Sales Order Processing
Service Contract Management Human Capital Management
Web Channel functionality (E-Commerce; WebShops; Internet Sales)
requires SAP CRM. SAP ERP does not offer this
functionality.Determine whether this statement is true or
false.
True False
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Unit 1: SAP CRM 7.0 Overview
CR100
Solution 1: Characteristics of the SAP CRM
ApplicationTask:Please answer the following questions 1. Which of
the following scenarios/functions are not part of SAP CRM? Answer:
A, C, F CRM offers Marketing, Sales and Service functions which
also include CRM Billing. Order fulfillment (Logistics Execution),
Controlling and Human Capital Management are not part of SAP CRM.
2. Web Channel functionality (E-Commerce; WebShops; Internet Sales)
requires SAP CRM. SAP ERP does not offer this functionality.
Answer: False "SAP ERP Internet Sales Edition" allows to sell
products via a Web Shop which is connected with an ERP system.
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CR100
Lesson: SAP CRM Functions and Architecture
Lesson SummaryYou should now be able to: Describe the SAP CRM
application Describe the various components of the SAP CRM
architecture Define CRM Middleware
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Unit 1: SAP CRM 7.0 Overview
CR100
Lesson:8
SAP CRM WebClient User InterfaceLesson Duration: 20 Minutes
Lesson OverviewThis lesson introduces the CRM WebClient User
Interface.
Lesson ObjectivesAfter completing this lesson, you will be able
to: Navigate in the CRM WebClient UI
CRM customers using a CRM release > SAP CRM 2005 (5.0) or
customers who are migrating to SAP CRM 7.0 (or even SAP CRM 2007)
must know that there is only one User Interface left for CRM
business users. Neither SAP GUI nor PC UI is supported anymore for
business users. Only Administrators use SAP GUI.
Business ExampleYour company has selected SAP CRM as its
Customer Relationship Management solution. Therefore, you want to
become familiar with the user interface provided by SAP CRM.
Figure 4: CRM WebClient User Interface
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CR100
Lesson: SAP CRM WebClient User Interface
Demonstration: Log on to the CRM WebClient UI of your training
system. When logging on with either user TRAINING or one of the
numerous CRM-## users, a Select a business role dialog is
displayed. For CR100 you and participants can use role Sales
Professional (SALESPRO). You should mention that the optional
exercises (starting with Unit Product Master) require to use
business role Service Professional (SERVICEPRO). Participants can
choose between two sets of exercises! Navigate through the CRM
WebClient UI and show different things. Caution: It might occur
that the initial start of any CRM WebClient UI application takes
quite long. This is due to the fact that a system refresh took
place over the weekend. Typically calling the application a second
time is much faster. You can even mention this to the participants
in order to avoid/reduce performance discussions.
Optional demonstration Include a Favorite to your SAP Easy
Access menu Caution: The name of the BSP Application has changed
from SAP CRM 2007 to SAP CRM 7.0! Add other objects BSP Application
BSP Application: CRM_UI_START Description: CRM WebClient UI Start
Page: default.htm You can add different parameters to this favorite
sap-system-login-basic_auth = X sap-language = EN (or other
languages) sap-user = TRAINING sap-password = These test parameters
lead to faster log on which can be useful in this class.
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Unit 1: SAP CRM 7.0 Overview
CR100
With the CRM WebClient UI, SAP delivers a harmonized online user
interface. The CRM WebClient is designed for the business user and
presents a role-based workspace that provides an easy-to-use
navigation and user interface. SAP CRM users work with the CRM
WebClient UI which replaces the existing SAP GUI and People-Centric
User Interface (PC UI). The CRM WebClient UI looks the same in all
applications. It can be adjusted easily using standard tools and
functions (e.g. the UI Configuration Tool). Navigation Bar and
Header Area build the so-called L-Shape. The CRM WebClient UI is
based on Business Server Page (BSP) technology. From a SAP CRM 7.0
SAP GUI session it is possible to start the CRM WebClient UI using
transaction CRM_UI. The course CR580 (SAP CRM User Interface) gives
details on how to realize typical changes to the UI
configuration.
Figure 5: CRM WebClient UI - Details
Demonstration: Try different things: Show the Central Search
options Collapse and expand the Navigation Bar Search for Account
Media Store (Account ID 3271) and show details. Use forward
navigation to show details of a related object Show History and
navigate back to the account details.
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CR100
Lesson: SAP CRM WebClient User Interface
Use one of the Quick Create links etc whatever you like to
show
Demonstration Show the general navigation pattern and mention
that all applications look alike.
You can navigate through the page history step by step, or you
can go straight to a previous page. Saved searches should always
have a unique name so that existing searches are not
overwritten.
Figure 6: CRM WebClient UI - Personalization
Demonstration: Show different Personalization options. Show drag
& drop options, e.g. moving Assignment Blocks on the Account
Overview page or moving columns of table views (Search Result
List). Optional: Mention that the Configuration Mode under
Personalize Settings can in general only be activated if the user
has proper authorizations. Optional: Log on with business role
CR580 Service Professional to demonstrate that this role does not
allow any kind of personalization.
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Unit 1: SAP CRM 7.0 Overview
CR100
Demonstration Create a Saved Search. Use the Account Search and
find accounts by Name1/Last Name = Media* Save this search pattern
and show where a user finds the saved searches. Therefore go to the
HOME page or open the central search drop-down list box. Users can
personalize the CRM WebClient UI. However, simple customizing
settings can be used to restrict the personalization options.
Personalization can be invoked via drag & drop or using the
same (skin-dependant) push-button. E.g. on the slide above the
active skin is called Signature Design and the personalization
push-button looks like a pencil. The general personalization
settings include My Data: Various user information, password change
Settings: time zone, date format, time format, decimal notation,
screen reader mode Shortcuts: flexible definition of keyboard
shortcuts to screen areas and functions Layout: impacts on visual
layout, definition of quick create links SAP CRM Feed Favorites:
SAP CRM Links, Web Links or Widgets
Figure 7: The Role of the SAP Graphical User Interface (SAP
GUI)
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2009 SAP AG. All rights reserved.
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CR100
Lesson: SAP CRM WebClient User Interface
SAP GUI is no longer supported for Business Users. Typical
Maintain Transactions (e.g. Maintain Sales Order, Products,
Business Partners) have been made available in the WebClient UI.
Though it is possible to call the old transactions like BP or
CRMD_ORDER directly via TCode field, it is not recommended for
productive CRM Users. One might use it for testing purposes but be
aware that SAP GUI transaction might behave strangely. Also certain
new developments (e.g. in the area of Marketing [MDF] cannot be
reproduced in SAP GUI. In general one can say: The SAP Standard
Easy Access Menu contains entries that are not available in CRM
WebClient UI. In CR100 SAP GUI will be used all the time, since
participants are going to do Customizing.
Demonstration Show the SAP GUI and expand any of the menus. You
should be able to point out that only administrative transactions
are left in SAPGUI. As of SAP CRM 2006s/2, the SAP GUI interface
should only be used for administrative purposes. The SAP GUI is
used frequently during this course because the aim is to make the
participants familiar with the basic settings of SAP CRM.
Figure 8: What is Customizing?
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Unit 1: SAP CRM 7.0 Overview
CR100
The Preparation in the system section of this course strongly
recommends to disable the table enqueue mechanisms since
participants will do the same customizing tasks at the same time.
Also it is recommended to switch off the recording of customizing
changes via transport requests.
Demonstration In a SAP GUI session go to SAP Menu Architecture
and Technology Configuration Customizing. Show the SAP Reference
IMG. In SAP systems Customizing means parameterization rather than
programming. If the standard or customized functions of the SAP CRM
application do not meet the customers requirements, it is possible
to make program enhancements. This includes the implementation of
Business Add-Ins (BAdIs). BAdIs are usually embedded
content-specific in the Implementation Guide. BAdIs can be found
using SAP Menu Architecture and Technology ABAP Workbench Utilities
Business Add-Ins or via transaction codes SE18, SE19.
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CR100
Lesson: SAP CRM WebClient User Interface
13
Exercise 2: Logon and PersonalizationExercise Duration: 20
Minutes
Exercise ObjectivesAfter completing this exercise, you will be
able to: Log on to the CRM system using the SAP GUI Log on to the
CRM WebClient UI Make user-specific default settings/personalized
settings
Business ExampleYou want to familiarize yourself with two
different user interfaces. You want to be familiar with the SAP GUI
as the administrator and the CRM WebClient UI as the user. You make
some personalized settings in the WebClient UI. Note: In these
exercises and all subsequent exercises, replace the generic
placeholder ## with your individual group number.
Task 1:Log on to the CRM system. 1. Use the SAP GUI to log on to
the SAP CRM system with a prepared user name and corresponding
password. Add transaction SPRO (the description in the CRM menu is
Customizing) to the Favorites folder of the SAP Easy Access menu as
we will be using it frequently during this course. The instructor
will provide you with the logon data. (## = group number)
2.
Add another entry to the favorites folder in the SAP Easy Access
Menu by choosing Insert transaction. Use this entry to call the CRM
WebClient UI. Transaction code: CRM_UI Add another entry to the
favorites folder in the SAP Easy Access Menu by choosing Add other
objects. Use this entry to call the CRM WebClient UI passing on
special parameters. Continued on next page
3.
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Unit 1: SAP CRM 7.0 Overview
CR100
Choose BSP Application CRM_UI_START, Description WebClient UI
and Start Page default.htm. 4. Use the user name that you used
earlier to log on to the CRM WebClient UI and choose the Sales
Professional business role. Hint: This course provides the option
of selecting other business roles (sneak previews). However, only
the roles Sales Professional and alternatively Service Professional
are used for the exercises and solutions.
Task 2:Personalize some of the relevant settings for the
WebClient UI. 1. 2. 3. Personalize the Layout of the CRM WebClient
UI. Choose the Signature Design skin. Personalize the Create
entries in the navigation bar by removing the entries E-Mail, Lead
and Opportunity. Optional: Explore the other personalization
options.
Task 3:Familiarize yourself with the WebClient UI Account
Management application. This task focuses on the methods for using
and personalizing a WebClient UI application rather than the actual
content of the application. 1. 2. 3. 4. 5. Search for the account
with the last name ##Megastore. Optional: Personalize the result
list to optimize the display. Optional: Save your search with the
name AC_##Mega. Display the details of the account that was found
and change the e-mail address to CRM-##[email protected].
Personalize the information that is displayed for an account. Move
the following entries from the Available Assignment Blocks area to
the Displayed Assignment Blocks area: Sales Area Data, Tax
Classification, Account Classification, Identification Numbers and
Buying Center.
Continued on next page
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2009 SAP AG. All rights reserved.
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CR100
Lesson: SAP CRM WebClient User Interface
Task 4:In the various exercises of this course, data is created
which you will use later on. You can use this sheet to make a
separate note of the data in the exercises that is indicated by
[Data sheet]. 1. Unit Account Management Account Management
Organizational Model Organizational Model Product Master Product
Master Transaction Processing Transaction Processing Transaction
Processing Type of Data Sold-to party Contact Organizational unit
ID Determination rule Product General item category group Quotation
(sales/service transaction] Quotation (sales/service transaction]
Order [sales/service confirmation] O Number/Value Remark
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Unit 1: SAP CRM 7.0 Overview
CR100
Solution 2: Logon and PersonalizationTask 1:Log on to the CRM
system. 1. Use the SAP GUI to log on to the SAP CRM system with a
prepared user name and corresponding password. Add transaction SPRO
(the description in the CRM menu is Customizing) to the Favorites
folder of the SAP Easy Access menu as we will be using it
frequently during this course. The instructor will provide you with
the logon data. (## = group number)
a)
Choose the menu (not the Easy Access menu) Favorites Insert
Transaction. Transaction code: SPRO. Choose Continue (ENTER).
2.
Add another entry to the favorites folder in the SAP Easy Access
Menu by choosing Insert transaction. Use this entry to call the CRM
WebClient UI. Transaction code: CRM_UI a) Choose the menu Favorites
Insert transaction Transaction code: CRM_UI Choose Continue
(ENTER).
3.
Add another entry to the favorites folder in the SAP Easy Access
Menu by choosing Add other objects. Use this entry to call the CRM
WebClient UI passing on special parameters.
Continued on next page
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CR100
Lesson: SAP CRM WebClient User Interface
Choose BSP Application CRM_UI_START, Description WebClient UI
and Start Page default.htm. a) Choose the menu Favorites Add other
objects Choose URL typeBSP Application and enter the following: BSP
Applicat.: CRM_UI_START Description: CRM WebClient Start Page:
default.htm Parameter: sap-system-login-basic_auth = X Parameter
sap-language = EN (or other language keys) Choose Continue (ENTER).
4. Use the user name that you used earlier to log on to the CRM
WebClient UI and choose the Sales Professional business role. Hint:
This course provides the option of selecting other business roles
(sneak previews). However, only the roles Sales Professional and
alternatively Service Professional are used for the exercises and
solutions. a) Double-click Start CRM WebClient in your favorites.
Enter the relevant data (user/password/language). Choose Sales
Professional in the selection screen that is displayed. Note: This
course provides the option of selecting other business roles (sneak
previews). However, only the roles Sales Professional and
alternatively Service Professional are used for the exercises and
solutions.
Continued on next page
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Unit 1: SAP CRM 7.0 Overview
CR100
Task 2:Personalize some of the relevant settings for the
WebClient UI. 1. Personalize the Layout of the CRM WebClient UI.
Choose the Signature Design skin. a) After logging on to the
WebClient UI, choose Personalize. Hint: When placing the cursor on
the Personalize link, in the status line (bottom) of the browser
you should be able to observe the name of the business role you
work with. Choose Personalize Layout Skin: Signature Design Hint:
In customizing it is possible to define a default skin for many/all
users working with the CRM WebClient UI. Therefore an appropriate
Technical Profile has to be prepared in the system. Choose Save. 2.
Personalize the Create entries in the navigation bar by removing
the entries E-Mail, Lead and Opportunity. a) After logging on to
the WebClient UI, choose Personalize. Choose Personalize Navigation
Bar. Select E-Mail, Lead and Opportunity then move these entries
from Displayed Links to Available Links. Hint: You can also
personalize the appearance of the Recent Items area. Choose Save.
3. Optional: Explore the other personalization options. a) You can,
for example, change your personal data (Personalize My Data) and
define shortcut keys.
Continued on next page
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2009 SAP AG. All rights reserved.
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CR100
Lesson: SAP CRM WebClient User Interface
Task 3:Familiarize yourself with the WebClient UI Account
Management application. This task focuses on the methods for using
and personalizing a WebClient UI application rather than the actual
content of the application. 1. Search for the account with the last
name ##Megastore. a) Choose Account Management. Choose Search
Accounts Name 1/ Last Name: ##Megastore Choose Search (ENTER). 2.
Optional: Personalize the result list to optimize the display. a)
You can call the personalization function for the result list by
choosing the appropriate icon. Optionally you can sort, filter,
resize or drag & drop table columns. Choose Save Search As:
AC_##Mega. Choose Save. The saved search is now displayed in the
Saved Searches dropdown listbox and the Homepage under My Saved
Searches. 4. Display the details of the account that was found and
change the e-mail address to CRM-##[email protected]. a) Choose the
hyperlink Name in the result list to go to the details of the
corporate account ##Megastore. In Account Details choose Edit. The
e-mail field is in the Main Address and Communication Data area.
Enter the above address and choose Save. 5. Personalize the
information that is displayed for an account. Move the following
entries from the Available Assignment Blocks area to the Displayed
Assignment Blocks area:
3.
Optional: Save your search with the name AC_##Mega. a)
Continued on next page
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Unit 1: SAP CRM 7.0 Overview
CR100
Sales Area Data, Tax Classification, Account Classification,
Identification Numbers and Buying Center. a) In the area Choose the
Personalization function for the overview page. Select Sales Area
Data, Tax Classification, Account Classification, Identification
Numbers and Buying Center then move these from the Available
Assignment Blocks area to the Displayed Assignment Blocks area.
Hint: You also can change the order and load options for the
displayed assignment blocks. Choose Save.
Task 4:In the various exercises of this course, data is created
which you will use later on. You can use this sheet to make a
separate note of the data in the exercises that is indicated by
[Data sheet]. 1. Unit Account Management Account Management
Organizational Model Organizational Model Product Master Product
Master Transaction Processing Type of Data Sold-to party Contact
Organizational unit ID Determination rule Product General item
category group Quotation (sales/service transaction] O Number/Value
Remark
Continued on next page
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CR100
Lesson: SAP CRM WebClient User Interface
Transaction Processing Transaction Processing
Quotation (sales/service transaction] Order [sales/service
confirmation]
a)
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Unit 1: SAP CRM 7.0 Overview
CR100
Lesson SummaryYou should now be able to: Navigate in the CRM
WebClient UI
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CR100
Unit Summary
Unit SummaryYou should now be able to: Describe the SAP CRM
application Describe the various components of the SAP CRM
architecture Define CRM Middleware Navigate in the CRM WebClient
UI
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Unit Summary
CR100
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Unit 223
Account ManagementThis unit introduces CRM Account Management.
Starting from the basics (CRM WebClient UI terminology vs.
technical terminology, the unit introduces account management
features and functions, data exchange mechanisms with SAP ERP and
extensibility options.
Unit OverviewThis unit gives an overview of the CRM Account
application and related features and functions.
Unit ObjectivesAfter completing this unit, you will be able to:
Explain the concept of Account Management Explain the concept of
the SAP Business Partner Describe relationships between accounts
Describe some additional account functions Describe marketing
attributes, account classification and the account life cycle
Describe account hierarchies Explain the data exchange for business
partners
Unit ContentsLesson: Overview of Accounts and Business Partners
..................... 30 Exercise 3: Account
Maintenance......................................... 45 Exercise 4:
Optional Exercise: Customizing of Address Types ....... 53 Lesson:
Account Classification Options and Account Hierarchies ........ 57
Lesson: Data Exchange with the SAP ERP System
........................ 68 Exercise 5: Optional Exercise: Business
Partner Templates for Sales Area Data
.....................................................................
75
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Unit 2: Account Management
CR100
Lesson:24
Overview of Accounts and Business PartnersLesson Duration: 60
Minutes
Lesson OverviewThis lesson provides an overview of account
management and the business partner concept.
Lesson ObjectivesAfter completing this lesson, you will be able
to: Explain the concept of Account Management Explain the concept
of the SAP Business Partner Describe relationships between accounts
Describe some additional account functions
This lesson introduces the CRM Business Partner. Caution: Note
that in the CRM WebClient UI youll find a different terminology
than in Customizing.
Business ExampleYour enterprise has relationships with different
types of business partner. For this reason, you want to learn how
the concept of the business partner can help you maintain these
relationships. You can mention that the central business partner
model differs from the SD business partner which uses account
groups
Caution: The entire unit Account Management contains three
exercises, one which is absolutely mandatory for the course and
additional two which are considered optional. Depending on the
group and situation it is possible to offer participants to do the
additional customizing exercises. The time frame of the course does
not include the duration of the optional exercises!
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Lesson: Overview of Accounts and Business Partners
Figure 9: Business Partners in the Application
Hint: Maintenance of Employees is not possible when using
standard business role Sales Professional. If you want to
demonstrate this, log on with business role Service Professional
and go to Resource Planning Create Employee
Demonstration Create a new Account including a new contact
person. If you want to guide participants, you might want to choose
same/similar data as in the exercises. Choose Account Management
Create Corporate Account. Maintain mandatory fields (Name +
Address) Name: DemoAccount Choose ENTER. Choose Assignment Block
Roles and add role Sold-to Party. Choose Assignment Block Sales
Area Data. Choose New.
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Unit 2: Account Management
CR100
Choose Value Help for Sales Org ID. Pick line starting with IDES
Training Company Maintain the following Shipping data. Incoterms:
UN Delivery Priority: Not free Shipping Conditions: Standard
Maintain the following Billing data. Customer Pricing Procedure:
Standard Currency: EUR Terms of Payment: Pay immediately w/o
deduction Choose Back. Choose Save. Optional: Transfer of Account
to ERP Choose Home (to refresh Account data) Choose Account
Management Search for your new Account. Open Assignment Block
Identification Numbers. ID Type CRM002 (R/3 Customer-Number) shows
ID Number (same). Business partners are any parties in which your
company has a business interest. You can create and manage your
business partners centrally for different business transactions,
and reflect the different roles they play, such as sold-to party
and ship-to party. A business partner can be any of the following:
Accounts: An account is a company, individual, or group with which
you have a business relationship. An account can be, for example, a
customer, prospect, vendor, or competitor. Accounts are subdivided
into Corporate Accounts (companies or organizations), Individual
Accounts (private individuals) and Groups (any groupings such as
households). Contacts: A contact is a person with whom you have a
business relationship, and is mostly assigned to a corporate
account. Employees: An employee is a member of your company, and
involved in the interactions between your company and customers,
prospects, vendors, and other parties. During business partner
creation, the number assignment is determined by a grouping.. When
creating a business partner, internal number assignment is the
default. If you want to use external number assignment instead,
choose the relevant grouping and enter the external number.
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Lesson: Overview of Accounts and Business Partners
You can define standard groupings in Customizing. This means
that a grouping is automatically selected when you create a
business partner without entering a business partner number or
grouping (during internal number assignment), or when you enter a
partner number but not a grouping (during external number
assignment). Path in Customizing: SAP Implementation Guide
Cross-Application Components SAP Business Partner Business Partner
Basic Settings Number Ranges and Groupings
Figure 10: SAP Business Partner
Business partner is the generic term used to refer to the
parties involved in your interactions with customers. This term is
used primarily in technical documentation and does not generally
appear on the WebClient UI. A business partner role is used to
classify a business partner in business terms. The roles you assign
to a business partner reflect the functions it has and the business
transactions in which it is likely to be involved. A business
partner role is used for classification purposes during data
exchange with SAP ERP. The SAP Business Partner allows standardized
maintenance of business partners across components.
Application-neutral data such as name, address, bank details, and
payment cards, is mapped. The particular requirements for mapping
organizations, groups and persons are taken into consideration. The
business partner model in the CRM system differs from that of the
SAP ERP back-end system (customer master).
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Unit 2: Account Management
CR100
The business partner role (for example, contact, sold-to party
or supplier) classifies the business partner according to their
business function. The roles that are assigned to a business
partner mirror the partners functions and the business transactions
in which they may be involved. A business partner relationship
forms the business-relevant connection between two business
partners.
Figure 11: Business Partner Categories
The classification of a business partner as a natural Person
(for example, a private person), group or organization (legal
person or part of a legal person, for example, department) is
called the business partner category. The above mentioned business
partner categories are delivered with SAP CRM. Additional
categories cannot be defined. A Group specifies a shared living
arrangement, a married couple, or an executive board. The
Organization represents units such as a company, a department of a
company, a club, or an association. In addition to a legal person,
parts of a legal person can be mapped as a business partner.
Organization is an umbrella term for mapping every kind of
situation in the day-to-day business activities. Therefore, a
branch or purchasing department, for example, represents just parts
of a legal person. The business partner category cannot be changed
after a business partner has been created.
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CR100
Lesson: Overview of Accounts and Business Partners
Figure 12: Business Partner Roles
Optional Demonstration Open account 3271 or the account you
created and assign business partner role Competitors to it. The
business partner role classifies the business partner according to
business function. The roles that are assigned to a business
partner mirror the partners functions and the business transactions
in which they may be involved. You can assign more than one
business partner role to a business partner. General information
such as name, address, and bank details, only has to be entered
once. All applications or industry business solutions using the SAP
Business Partner function provide special business partner roles.
In customizing one can define customer-specific business partner
roles. Therefore choose SAP Customizing Implementation Guide
Cross-Application Components SAP Business Partner Business Partner
Basic Settings Business Partner Roles Define BP Roles A business
partner role is assigned to a business partner role category.
Depending on the business partner role category, data distribution
to SAP ERP is triggered. Refer to OSS note 1257009 if
role-dependent field modification (mandatory fields per business
partner role) is needed in your system.
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Unit 2: Account Management
CR100
Figure 13: SAP Business Partner: Relationships
Explain that BP relationships enable the creation of one- or
two-way relationships between all Business Partners in the CRM
system. The relationships are controlled by relationship
categories, some of which are standard delivered by SAP.
Relationship categories allow to control which relationship
specific attributes can be maintained. Relationships that are
exchanged with the ERP system (e.g. the contact person
relationship) usually cannot become time-dependant. The Shareholder
Relationship is CRM specific and can be made time dependant (like
shown on the slide).
Demonstration Open account 3271 or the account you created
earlier and show/create a contact person relationship. Optional:
Show SAPGUI transaction BUBA. Pick any relationship category, e.g.
BUR004 and show details: Title, time constraint, cardinality,
Business Partner Categories. In the WebClient UI there are a few
Assignment Blocks which are relevant in this context: Relationships
relevant for most of the relationship types. Contacts is used only
for the relationship has/is Contact Person Shareholders is used for
the relationship Has/is Shareholder.
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CR100
Lesson: Overview of Accounts and Business Partners
A business partner relationship forms a business-relevant
connection between two business partners. Business partner
relationship categories describe the business-relevant relationship
between business partners. To show that two business partners have
a particular relationship to one another, we assign them a
relationship category. By entering a start and end date, a business
partner relationship can be given a time limit. So, for example,
you can get an overview of the periods during which a particular
company operated as a shareholder of an organization. You can use
the Business Data Toolset (BDT) to assign additional relationship
categories. To do this, use the BP relationships task menu which is
called in the SAPGUI using transaction BUMR. The relationship
category describes the properties of a relationship and
characterizes it with attributes. There is a difference between a
one-way business partner relationship category and a two-way
business partner relationship category. In a one-way relationship
category, the relationship extends from one partner to another, but
not vice versa (for example, is employee of). An example of an
two-way relationship is is married to. With the business partner
relationship category, you determine whether only one relationship
of this category can be created (for example, is married to) or
whether several relationships of this category can be created at
the same time (for example, is contact person of). The business
partner relationship categories available depend on the business
partner category in question. When a relationship is created, the
system can check whether a business partner was created in a
particular role (role dependency of a relationship category). You
can maintain addresses in several parallel versions. This means
that you can save addresses in the system that have different
international display formats (for example, kanji and Latin
letters).
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Unit 2: Account Management
CR100
Figure 14: Business Partner Relationship Category (Example)
Use the Contact Person Relationship Category as an example to
explain the two directions a relationship can have is contact
person of and has contact person as well as the relationship
specific attributes (e.g. Function, Department, etc). The Contact
Person Relationship in SAP CRM can be exchanged with SAP ERP and
vice versa. Hint: With SAP CRM 7.0 it is possible to have a
time-dependant contact person relationship. Therefore you have to
activate this feature in customizing. Choose SAP Customizing
Implementation Guide Cross-Application Components SAP Business
Partner Activation Switch for Functions . Activate Development
CRM_BUT050. You create a contact person relationship with the
relationship category has contact person between a business partner
having the BP category Organization, and a business partner having
the BP category Person. With SAP CRM 7.0 it is possible to have a
time-dependant contact person relationship. Therefore you have to
activate this feature in customizing. Choose SAP Customizing
Implementation Guide Cross-Application Components SAP Business
Partner Activation Switch for Functions . Activate Development
CRM_BUT050.
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CR100
Lesson: Overview of Accounts and Business Partners
Optional Demonstration Activate the time-dependency of the
contact person relationship. Restart the WebClient UI application
and create a new contact person relationship. You will observe that
the date-fields can now be edited.
Figure 15: Business Partner: Address Management
SAP Business Address Services (BAS) is used for maintaining BP
address data. You can maintain as many addresses as you like for
each business partner. One address for each business partner is
always flagged as the standard address. You can define address
usages by assigning the different addresses to the relevant
business processes. The postal code, the city and the street can be
validated by performing a check against the SAP regional structure.
You can also use external software to validate postal data, check
for duplicates, and error-tolerant searches. (For more information,
see SAP Note 176559.) The following are examples of possible
checks: Checking postal codes, cities and streets, and combinations
of these for consistency. During the check, missing elements are
added. For example, if you enter only the city, the postal code is
added. When you create and change a business partner, existing BPs
that are phonetically similar are displayed for comparison
purposes. This prevents you from creating the same partner more
than once.
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Unit 2: Account Management
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You define the activities and address types you need, and
specify whether several addresses can be assigned to an address
type in Customizing for Cross-Application Components, by choosing
SAP Customizing Implementation Guide Cross-Application Components
SAP Business Partner Business Partner Basic Settings Address
Determination. The worldwide use of SAP software requires the use
of many different fonts. International address versions are an
attribute of Business Address Services that enable addresses to be
printed in different fonts depending on the country. In this
context, "different fonts" does not refer to country-specific
features within a character set, such as umlauts in German and
accents in French, but rather fonts that consist of their own
character sets, e.g. Chinese, Japanese or Korean. Demonstration
Open account 3271 or the account you created earlier. Use the
Assignment Block Addresses and create/add a new address with
address type (bottom of page!) Goods receipt.
There is an optional exercise available. If participants are
interested and the timing of the course permits, this exercise can
be done.
Figure 16:
Templates can be used to maintain Sales Area data.
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Lesson: Overview of Accounts and Business Partners
The following sales-area-dependent data sets reference
templates, which can then be assigned in business partner
maintenance: Sales data Shipping data Billing data Blocking reasons
When working with templates in business partner maintenance: The
attributes of the data sets are displayed as defined in the
template and cannot be changed (display mode). A text shown below
the Own Data button specifies the origin of the data, indicating
whether it is derived from a template assigned to the business
partner, or if it is the business partners own data. Click
Information to display technical data on the template, such as its
technical name, type, and the read method By clicking Own Data, you
can copy the data from the template to the data set. You can now
overwrite the template data with your own data and save it. Any
changes made subsequently to the template are therefore no longer
reflected in the business partner. You can switch back to the
referenced data by clicking Delete Own Data. Your own data has now
been deleted and the template data is once again displayed. In the
first step, you define the required mini-template and enter the
corresponding data. These mini-templates are independent of the
sales area and cannot be used for the assignment of sales area
dependent data. In the second step, you combine the sales area
dependent mini-templates (without data) with the sales area
independent mini-templates (with data). IMG path: SAP
Implementation Guide Customer Relationship Management Master Data
Business Partner Templates Buying Center Identifies the people
involved with the business decision and the degree of their
influence Depicts the relationship set of the people involved in
the sales process Used to enter the descriptive attributes of each
person such as their opinion on their solution or their personal
value selling
You can create several buying centers for a business partner.
These then form the basis for creating the corresponding data in an
opportunity. However, a buying center in the opportunity can be
saved as an account buying center. Account Fact Sheet
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Unit 2: Account Management
CR100
The fact sheet provides you with an immediate and condensed
overview of information about business partners taken from several
sources such as business partner master data, statistical and
transaction data, derived from SAP CRM, SAP ERP, and SAP NetWeaver
BI. It enables you to see quickly and easily the most important
details about your key customers. The UI component for the fact
sheet is BSP_DLC_FS. Customers can adjust the layout and content of
the fact sheet by creating a specific UI configuration of the view
factsheet. Optional Demonstration (Templates) Open account 3271 or
300049. Go to Assignment Block Sales Area Data and choose New from
Template Choose Template Academy Accounts and OK Navigate to page 2
of the sales area and show the details of sales area IDES Training
Company - Final Customer Sales You can observe template data for
Shipping and Billing data. One can decide to make this data own
data
Optional Demonstration (Buying Center) Open account 3271 or the
account you created earlier Open Assignment Block Buying Center
Choose New. Title: Buying Center 1 Owner: TRAINING (Leslie Barry
Training) Sales Org. Choose US Sales and Service - Internet Sales
Choose Back. Choose Graphical View Caution: Local software (Java
Runtime Environment) is needed! In the graphical view add any two
contact person and a relationship to link those contacts. Save the
graphical view (icon) Go back and save the Account Choose Sales
Cycle Create Opportunity
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CR100
Lesson: Overview of Accounts and Business Partners
Choose Sales Methodology (OPSM) Enter prospect 3271 and
mandatory information Go to the Assignment Block Contacts and
choose More Insert from Account Buying Center Mention that this
works in both directions.
Optional Demonstration (Fact Sheet) Open account 3271. Choose
More Fact Sheet
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Unit 2: Account Management
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Lesson: Overview of Accounts and Business Partners
33
Exercise 3: Account MaintenanceExercise Duration: 20 Minutes
Exercise ObjectivesAfter completing this exercise, you will be
able to: Maintain accounts in the application Explain the concept
of business partners in the SAP CRM system
Business ExampleYou want to maintain business partners and
business partner relationships (contacts) for your trade fair
business. You familiarize yourself with the basic properties of CRM
business partners. You also analyze the integration with your ERP
system and investigate the data exchange between SAP CRM and SAP
ERP.
Task:One of your trade fair contacts wants to place an order in
a few days. Add a new corporate account in CRM accordingly. 1.
Create a new corporate account in the sold-to party role. The
business partner number/ID is assigned automatically by the system.
Hint: Business Role: Sales Professional Enter the following
information in the appropriate fields: (## corresponds to your
group number). Account Details Name 1 Street/House Number Postal
Code City Country Language Transport Zone ##Stockmann Rue ## 750##
Paris France (Use Input Help) French Use Input Help) Central France
(Use Input Help)
Continued on next page
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Unit 2: Account Management
CR100
Choose ENTER to confirm the data. 2. 3. Assign the role of
Sold-To Party to your account. Maintain the Sales Area Data in the
relevant assignment block. Using the Input Help select the sales
area IDES CRM Training Company and Final customer sales. Leave the
division field blank. 4. Enter shipping information. Shipping
Incoterms Delivery Priority Shipping conditions 5. Enter billing
information. Billing Customer Pricing Procedure Currency Terms of
Payment Customer Price Group Price List Type 6. Own data (checkbox)
Standard EUR (Euro) Pay immediately w/o deduction New customers
Retail Own data (checkbox) Free house (Use Input help) High
Standard
Maintain the Tax Classification in the relevant assignment
block. Choose country France (FR), tax type MWST and tax group
FULL. Save the account and note the number:
__________________________ Data Sheet
7.
Check whether the account has been transferred to the ERP system
in the WebClient UI. Use the Identification Numbers assignment
block to do this. Note: The SAP GUI has an administration
transaction which can also be used to monitor the business partner
data exchange: SAP Menu Master Data Business Partner Administration
Monitoring BP Data Exchange
8.
Optional: Log on to the SAP ERP system and display the customer
##Stockmann.
Continued on next page
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2009 SAP AG. All rights reserved.
2009
CR100
Lesson: Overview of Accounts and Business Partners
SAP Menu Logistics Sales and Distribution Master Data Business
Partner Customer Display Sales and Distribution (transaction VD03)
9. ##Stockmann has informed you that they have an additional
address for the goods receipt. Enter the following additional
address in the CRM system. Address Street/House Number Postal Code
City Country Address Type Rue ##A 750## Paris FR Goods receipt
(Select this address type from the dropdown list.)
Go back and save your data. Hint: This new address will not be
transferred into the ERP customers master! 10. Your contact in the
purchasing department of the customer ##Stockmann is Michael
##Contact. a) Add Michael ##Contact in account maintenance as a
Contact.
Title First Name Last Name Language Function Department Go back
and save your entries.
Mr. Michael ##Contact French Buyer Purchasing
You can see the number of the contact if you choose the Edit
action. to call the contact details again. Contact
ID__________________________ Data Sheet 11. Has the contact person
relationship also been created in the ERP system? Display the
customer master.
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Unit 2: Account Management
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Solution 3: Account MaintenanceTask:One of your trade fair
contacts wants to place an order in a few days. Add a new corporate
account in CRM accordingly. 1. Create a new corporate account in
the sold-to party role. The business partner number/ID is assigned
automatically by the system. Hint: Business Role: Sales
Professional Enter the following information in the appropriate
fields: (## corresponds to your group number). Account Details Name
1 Street/House Number Postal Code City Country Language Transport
Zone Choose ENTER to confirm the data. a) Choose Account
Management. Choose Create Corporate Account. Insert the data above
and choose Enter. 2. Assign the role of Sold-To Party to your
account. a) 3. Choose assignment block Roles. Role: Sold-To Party
Maintain the Sales Area Data in the relevant assignment block.
##Stockmann Rue ## 750## Paris France (Use Input Help) French Use
Input Help) Central France (Use Input Help)
Continued on next page
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2009 SAP AG. All rights reserved.
2009
CR100
Lesson: Overview of Accounts and Business Partners
Using the Input Help select the sales area IDES CRM Training
Company and Final customer sales. Leave the division field blank.
a) Choose the assignment block Sales Area Data. Choose New. Sales
Org. ID: Use the input help. In the list of available sales areas,
choose: IDES CRM Training Company; Final customer sales 4. Enter
shipping information. Shipping Incoterms Delivery Priority Shipping
conditions 5. Enter billing information. Billing Customer Pricing
Procedure Currency Terms of Payment Customer Price Group Price List
Type a) 6. Choose Back. Own data (checkbox) Standard EUR (Euro) Pay
immediately w/o deduction New customers Retail Own data (checkbox)
Free house (Use Input help) High Standard
Maintain the Tax Classification in the relevant assignment
block. Choose country France (FR), tax type MWST and tax group
FULL. Save the account and note the number:
__________________________ Data Sheet a) Choose the assignment
block Tax Classification. Choose Edit List. Country ID: FR (use
Input help) Tax Type ID: MWST Tax Group ID: FULL Choose Save.
Continued on next page
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Unit 2: Account Management
CR100
7.
Check whether the account has been transferred to the ERP system
in the WebClient UI. Use the Identification Numbers assignment
block to do this. Note: The SAP GUI has an administration
transaction which can also be used to monitor the business partner
data exchange: SAP Menu Master Data Business Partner Administration
Monitoring BP Data Exchange a) Choose Account Management. Choose
Search Accounts. Search for the account you just created called
##Stockmann. Open the Identification Numbers assignment block. If
the data has been transferred successfully to the connected ERP
ssystem, an R/3 Customer Number entry is displayed.
8.
Optional: Log on to the SAP ERP system and display the customer
##Stockmann. SAP Menu Logistics Sales and Distribution Master Data
Business Partner Customer Display Sales and Distribution
(transaction VD03) a) Customer: Choose Customers sales areas.... At
least one row should be displayed. Double-click this line and
choose Continue ( ).
9.
##Stockmann has informed you that they have an additional
address for the goods receipt. Enter the following additional
address in the CRM system. Address Street/House Number Postal Code
City Country Address Type Rue ##A 750## Paris FR Goods receipt
(Select this address type from the dropdown list.)
Continued on next page
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2009 SAP AG. All rights reserved.
2009
CR100
Lesson: Overview of Accounts and Business Partners
Go back and save your data. Hint: This new address will not be
transferred into the ERP customers master! a) Choose the Addresses
assignment block and choose New. Choose Back. Choose Save. 10. Your
contact in the purchasing department of the customer ##Stockmann is
Michael ##Contact. a) Add Michael ##Contact in account maintenance
as a Contact.
Title First Name Last Name Language Function Department Go back
and save your entries.
Mr. Michael ##Contact French Buyer Purchasing
You can see the number of the contact if you choose the Edit
action. to call the contact details again. Contact
ID__________________________ Data Sheet 11. Has the contact person
relationship also been created in the ERP system? Display the
customer master. a) Yes, the CRM contact has been created in the
ERP system, but it has a different account number. SAP Menu
Logistics Sales and Distribution Master Data Business Partner
Customer Display Sales and Distribution (transaction VD03)
Customer: Choose Continue In General Data, the contact that you
just created in CRM should be displayed on the Contact Person tab
page.
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Unit 2: Account Management
CR100
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2009 SAP AG. All rights reserved.
2009
CR100
Lesson: Overview of Accounts and Business Partners
41
Exercise 4: Optional Exercise: Customizing of Address
TypesExercise Duration: 10 Minutes
Exercise ObjectivesAfter completing this exercise, you will be
able to: Set up a new address type in Customizing and use it in the
account application
Business ExampleYou want to create and use additional addresses
as well as the standard address for the accounts in the CRM system.
You can assign address types to these addresses. These address
types can be used so that different addresses can be determined in
the business transactions.
Task:You want to set up another address type to use in the
account application. You will use this new address type later on in
the course to determine a specific address in your business
transactions. 1. 2. 3. 4. In Address Determination customizing
create the new transaction ZZ## with the description ##Payer.
Create the new address type ZZ## with the short description ##Payer
in Customizing for address determination. In Customizing, assign
transaction ZZ## to address type ZZ##. Test your settings in the
application and add another address to the account. Assign the new
address type to this address.
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Unit 2: Account Management
CR100
Solution 4: Optional Exercise: Customizing of Address
TypesTask:You want to set up another address type to use in the
account application. You will use this new address type later on in
the course to determine a specific address in your business
transactions. 1. In Address Determination customizing create the
new transaction ZZ## with the description ##Payer. a) SAP Menu
Architecture and Technology Configuration Customizing Choose SAP
Reference IMG. SAP Customizing Implementation Guide Cross
Application Components SAP Business Partner Business Partner Basic
Settings Address Determination Define Transactions Choose New
Entries. Business Transaction: ZZ## Description: ##Payer Choose
Save. 2. Create the new address type ZZ## with the short
description ##Payer in Customizing for address determination. a)
SAP Customizing Implementation Guide Cross Application Components
SAP Business Partner Business Partner Basic Settings Address
Determination Define Address Types Choose New Entries. Address
Type: ZZ## Short name ##Payer Name: ##Payer address Several uses:
Leave blank Choose Save.
Continued on next page
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2009 SAP AG. All rights reserved.
2009
CR100
Lesson: Overview of Accounts and Business Partners
3.
In Customizing, assign transaction ZZ## to address type ZZ##. a)
SAP Customizing Implementation Guide Cross Application Components
SAP Business Partner Business Partner Basic Settings Address
Determination Assign Transaction to Address Type Choose New
Entries. Business Transaction: ZZ## Address Type: ZZ## Choose
Save.
4.
Test your settings in the application and add another address to
the account. Assign the new address type to this address. a) Search
for and open your account ##Stockmann. Choose the Addresses
assignment block and choose New. Address Street/House Number Postal
Code City Country Address Type Choose Back. Choose Save. Rue ##B
750## Paris FR ZZ##
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Unit 2: Account Management
CR100
Lesson SummaryYou should now be able to: Explain the concept of
Account Management Explain the concept of the SAP Business Partner
Describe relationships between accounts Describe some additional
account functions
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2009 SAP AG. All rights reserved.
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CR100
Lesson: Account Classification Options and Account
Hierarchies
Lesson:45
Account Classification Options and Account HierarchiesLesson
Duration: 45 Minutes
Lesson OverviewThis lesson gives an overview of options to
classify an account.
Lesson ObjectivesAfter completing this lesson, you will be able
to: Describe marketing attributes, account classification and the
account life cycle Describe account hierarchies
This lesson gives an overview of the different ways to classify
an account.
Business ExampleYour enterprise wants to classify accounts and
trace the account life cycle.
Figure 17: Marketing Attributes
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Unit 2: Account Management
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Marketing Attributes are used as criteria for differentiating
between business partners. They can be used to perform individually
tailored marketing activities. In the Segment Builder, you model
marketing profiles by combining attributes into attribute lists.
Some of these attributes may be those that you create in the CRM
Marketing transaction (below) others may derive from SAP BI or from
business partner master data. Attribute sets are used to group
together attributes created specifically within CRM Marketing for
marketing purposes. Each attribute set therefore contains the
attributes belonging to a business partner that are relevant for
the marketing purpose. Attribute sets are used in applications such
as CRM Web Channel and CRM Telesales. In CRM Web Channel, they
record marketing attributes for business partners visiting Web
shops, enabling the business partner to be assigned to a marketing
profile. In Telesales, they can be used to profile telesales
agents. Demonstration Open account 3271 and go to Assignment Block
Marketing Attributes. Show the content.
Logging on with business role Marketing Professional
(MARKETINGPRO) allows you to maintain Marketing Attributes and
marketing related information (not covered in this course)
Optional Demonstration Use SAPGUI transaction ZLINKS in order to
get the URL of corresponding Web Shops Log on to the B2B web shop
PC4BIZ_EN with user 461 (welcome) Choose My Details Choose Change
User Profile Maintain attributes and save. Log on to CRM WebClient
UI, find Contact John Taylor (of Media Store) and go to Assignment
Block Marketing Attributes. You should see the data that has been
maintained via the WebShop.
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2009 SAP AG. All rights reserved.
2009
CR100
Lesson: Account Classification Options and Account
Hierarchies
Figure 18: Account classification - Structure
You can use account classification to classify your accounts
according to any criteria. This is particularly useful for large
enterprises who may want to classify different business areas
according to different criteria. Account Classification is
available as an assignment block on the Account page and is a
search criterion in the search function. The account classification
data supplements the normal account data. The roles in this
assignment block are different from those in the Roles assignment
block and the rating is separate from the overall rating of the
account. The required criteria can be combined in any way. Each
classification category can consist of up to five criteria and as
many attributes as you wish. Integration is provided with SAP
NetWeaver BI and enables reporting to be performed based on the
account classification.
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Unit 2: Account Management
CR100
Figure 19: Customizing the Account Classification
SAP provides classification categories for accounts as well as
some predefined criteria. You can assign up to five criteria and
any number of attributes to each classification category. Once a
combination of criteria and attributes is assigned to the data it
cannot be changed. It is possible to define your own classification
categories. For further information about extending the account
classification, see the relevant IMG documentation or SAP Note
1045146. Customizing path: SAP Implementation Guide Customer
Relationship Management Master Data Business Partner Define Account
Classification. Demonstration Search for account 3271 or the
account you created earlier. Choose Assignment Block Account
Classification. Classify the account. In customizing show where to
find account classification. Choose SAP Customizing Implementation
Guide Customer Relationship Management Master Data Business Partner
Define Account Classification
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2009 SAP AG. All rights reserved.
2009
CR100
Lesson: Account Classification Options and Account
Hierarchies
Figure 20: Account Life Cycle
Life Cycle functionality is not set up in the training
system.
A life cycle stage enables you to record the different stages of
a business partner as it progresses through its life cycle, with
each stage representing a different view at a particular point in
time. For example, a business partner might start off as a
potential, move on to an intermediate stage as a prospect, before
finally becoming a customer A life cycle stage is technically a
business partner role. The assignment of stages to a life cycle is
defined using the functionality provided by role exclusion groups.
A life cycle therefore corresponds to a role exclusion group. These
contain a range of roles that are mutually exclusive. This means
that only one business partner role in an exclusion group can be
assigned to a business partner at any one time. This ensures that
the assignment of roles from a role exclusion gro