CRM SAP

FS310 Inkasso/Exkasso SAP AG 2008 © SAP AG 2008 SAP CRM 2007 (6.0) Version 81 Material number: 50091081 © SAP AG TCRM10 Preface-1

! "# Copyright 2008 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. SAP AG 2008 The software products provided by SAP and its subsidiaries may contain software components from other software manufacturers. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of the 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 of IBM Corporation in the USA and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc. and is used under the license of technology developed and implemented by Netscape Communications. MaxDB is a trademark of MySQL AB, Sweden. … © SAP AG TCRM10 Preface-3

… SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and the other SAP products, services and logos that are contained in this text are trademarks or registered trademarks of SAP AG in Germany and other countries worldwide. All other product and service names mentioned are the trademarks of their respective owners. Names mentioned in this text are done so without prejudice and are for information purposes only. Products may differ from country to country. The information contained in this publication is the property of SAP. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. This publication is a preliminary version and it is not subject to your license agreement or any other agreement with SAP. This publication only contains intended strategies, developments and functions of the SAP® product. This course does not commit 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. SAP assumes no responsibility for errors or omissions in this publication. Furthermore, SAP does not accept liability for the accuracy or completeness of the information, texts, graphics, links or other items contained within this publication. This publication is provided without a warranty of any kind, either express or implied. This includes (but is not limited to) the warranties of marketability, suitability for a particular purposes and non-infringement. SAP shall have no liability for damages of any kind. This includes any direct, special, indirect, or consequential damages that may result from the use of these materials. These limitations shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials. SAP does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third- party Web pages. © SAP AG TCRM10 Preface-4

$ !! Essential Basic business knowledge of CRM processes and CRM concepts Recommended Knowledge of SAP Sales and Distribution business processes (e.g. SCM600 or certification in SCM Order Fulfillment) SAP AG 2008 © SAP AG TCRM10 Preface-5

" % Target Group & Solution Consultants responsible for implementing Customer Relationship Management with SAP CRM Duration & 5 Days SAP AG 2008 © SAP AG TCRM10 Preface-6

Contents: Course goals Course content SAP AG 2008 © SAP AG TCRM10 1-1

At the conclusion of this course, you will be able to: use the basic knowledge a CRM Solution Consultant requires for all consultant profiles SAP AG 2008 © SAP AG TCRM10 1-2

Preface Course Overview Section SAP CRM Solution Overview Section CRM Basic Data and Customizing SAP AG 2008 This SAP Consultant Education course contains two main sections: • SAP CRM Solution Overview • CRM Base Customizing Each individual section is subdivided into different units. The section SAP CRM Solution Overview will focus on the key areas (applications) of SAP CRM without going into the configuration (Customizing). The section CRM Basic Data and Customizing will focus on generic CRM master data and customizing thereof. © SAP AG TCRM10 1-3

SAP AG 2008 © SAP AG TCRM10 2-1

1. Introduction to SAP CRM 5. SAP CRM Partner Channel Management 2. Basics & Architecture 6. SAP CRM Sales 3. SAP CRM Marketing 7. SAP CRM Interaction Center 4. SAP CRM Web Channel 8. SAP CRM Service 9. SAP CRM Field Applications 10. SAP CRM Analytics 11. SAP CRM Implementation & Operation SAP AG 2008 © SAP AG TCRM10 2-2

1. Introduction to SAP CRM 5. SAP CRM Partner Channel Management 2. Basics and Architecture 6. SAP CRM Sales 3. SAP CRM Marketing 7. SAP CRM Interaction Center 4. SAP CRM Web Channel 8. SAP CRM Service 9. SAP CRM Field Applications 10. SAP CRM Analytics 11. SAP CRM Implementation & Operation SAP AG 2008 © SAP AG TCRM10 3-1

! ! " ! Explain how SAP CRM is embedded in the business environment of the SAP Business Suite Describe the basic SAP CRM key processes of all key capabilities SAP AG 2008 © SAP AG TCRM10 3-2

" Competitive markets, demanding customers, and the need to optimize internal processes put companies under great pressure. They therefore demand a complete software solution that is easy to use, fully integrated, customized to meet specific requirements, and flexible to implement. SAP AG 2008 © SAP AG TCRM10 3-3

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# " $ % ! " " "& % ' ( is a business strategy that aims to optimize customer interactions in order to maximize the success of the business SAP AG 2008 Customer Relationship Management can help you stay totally connected to your customer so you deliver the kinds of products and services that they truly need. It keeps the lines of communication open and helps create lasting and profitable relationships. Goal of the usage of Customer Relationship Management is also to achieve „One face to the customer“ that means independent via which channel the customer is contacting your company he or she should get consistent and actual information. © SAP AG TCRM10 3-5

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" " ) ) " " ) + % Products & Services Customer * + Multichannel Financials Human Capital Management Corporate Services Operations Supply Chain Partners , # " Partners Operations & Administration SAP AG 2008 The SAP Business Suite is a suite of business applications to enable companies to manage the entire value chain across business networks, transforming into a more adaptive business. The solutions in the SAP Business Suite are open and flexible, supporting databases, applications, operating systems, and hardware platforms from most major vendors. The SAP Business Suite consists of the following SAP solutions: • SAP ERP (Enterprise Ressource Planning) • SAP CRM (Customer Relationship Management) • SAP SCM (Supply Chain Management) • SAP PLM (Product Lifecycle Management) • SAP SRM (Supplier Relationship Management) With the SAP NetWeaver platform, IT can be aligned with business requirements. SAP combines composition technologies and application functionality to reduce IT complexity and increase business flexibility. With SAP NetWeaver, you can compose applications using enterprise services, orchestrate business processes and events, manage enterprise information, and deliver applications and content to users more quickly and cost-effectively. © SAP AG TCRM10 3-7

% " - " % % " # " % " % " " % $ SAP AG 2008 In daily business various departments like Marketing, Sales and Service interact directly and regularly with customers. From a software point of view these employees need to have support to fulfill their daily tasks in an efficient and customer-oriented way. Additionally based on the operational experiences it is necessary to monitor and analyze your processes in particular to optimize your future business and customer contacts. In addition to fulfill the different requirements of various industries (e.g. for Media, Utilities, Pharmaceuticals, Public Sector, Telecommunications, High Tech) SAP CRM provides multiple industry-specific scenarios and customizing options. © SAP AG TCRM10 3-8

% " ". & / Campaign management Customer segmentation Lead management E-marketing Trade Promotion Management (TPM) Marketing planning and analytics SAP AG 2008 SAP CRM provides comprehensive marketing functionality for automating the planning, execution, and measurement of marketing effort. It unites marketing planning, campaign management, e-marketing, lead management, marketing analytics, and customer segmentation key functions on a comfortable and configurable interface. Initiatives toward reaching fixed company goals can be developed and carried out. To do this, KPIs are determined and measured. Thanks to integrated analysis functions, the financial results brought about by marketing plans and campaigns are recorded in real-time. This facilitates qualified decision-making. © SAP AG TCRM10 3-9

% " "! / Customer order management, quotations, and contracts Account and contact management Opportunity management and pipeline analysis Activity management Commissions and incentives Sales planning and analytics SAP AG 2008 With Enterprise Sales, Telesales, Field Sales and E-Selling, SAP CRM offers companies first class solutions for handling customer contact anytime, anywhere. SAP CRM prepares your sales force to be efficient with time and effective in action, provides the knowledge needed to turn insight into action, and maintains focus on productive activity to acquire, grow and retain profitable relationships. SAP CRM supports sales forecasting and analytics for historical and predictive information, territory and account management to optimize and increase efficiency of your sales organization, opportunity and pipeline management to provide full visibility into potential sales, sales processes and methodologies to leverage company-specific best practices and seamless order to cash processes to most effectively manage customer demand – consistent interactions, insightful information, seamless integration, always accessible, simple to use. © SAP AG TCRM10 3-10

% " / Service Request, Service Order, and Contract Administration Complaint Management Case Management Installed Base Management Knowledge Management Workflow and Escalation Management Workforce Management Service Planning and Analytics SAP AG 2008 SAP CRM Service supports all aspects of service order processing within the service organization, from responding to the customer's initial inquiry, quotation creation and processing, order creation, and assignment to the most appropriate field service representative, right through to confirmation and billing of the work performed for the customer. © SAP AG TCRM10 3-11

% " " ! # " ! " " % $ SAP AG 2008 Within the CRM environment due to the different requirements and processes of various industries there are existing and supported different interaction channels with customers: Back-office Personalized and web-based accesses offer a single-point of entry for all relevant tasks in marketing, sales and service and integrate all systems that are relevant for an employee within a single user interface. Field Service, Offline-User Various field applications offer everywhere and anytime access to the required information and processes of field service employees. Interaction Center Via the Interaction Center fulfillment of required business processes via telephony and E-mail integration is supported. Web Channel Management SAP CRM offers a complete E-marketing-, E-commerce- und E-service platform with personalized, convenient and consistent service 24x7x365. Customers can access and research information and then purchase products or services anytime, anywhere. Partner Channel Management Partner Channel Management with SAP CRM combines Web Channel Management and traditional CRM to a comprehensive partner management solution (collaboration with resellers, dealers, agents etc.) © SAP AG TCRM10 3-12

! " SAP Customer Relationship Management provides the insight and analysis you need to anticipate customer needs and build lasting, profitable customer relationship. SAP CRM enables integrated industry-specific processes to support customer-facing departments in marketing, sales, and services. Plus, you get a 360- degree view across all customer touch points and interaction channels – including the Internet, interaction centers, and channel partners – as well as powerful analytics. SAP AG 2008 Streamlined business processes supported by technology, integrating customers, suppliers and business partners, is the key to remaining successful in a competitive market. It can be difficult to visualize, evaluate, and communicate these business processes. With SAP Solution Maps, you can understand individual solutions quickly and appraise their potential value for your company. They help focus on the core processes and functions that can increase a company’s ability to compete, strengthen relationships with partners, and help a company become closely oriented to the markets and customers it serves. The Solution Map is a comprehensive collection of industry-specific and cross-industry solutions, infrastructure and service blueprints, Solution Maps, and Collaborative Maps. Using the industry knowledge and technical expertise SAP has acquired through extensive business experience and research, Solution Maps outline specific ways that technology can help integrate companies’ existing resources and extend business processes beyond the borders of traditional enterprises. You can access the SAP Solution Map for SAP CRM on the Service Marketplace via the alias “solutionmaps”. © SAP AG TCRM10 3-13

! " "& % !% " Solution Manager Component Views Guides to Configuration SAP AG 2008 SAP CRM Business Scenarios are designed to help customers reduce costs, increase revenue, and increase customer satisfaction. They support nested business processes in the areas of sales, service and marketing, and across various communication channels. The SAP Solution Manager makes pre-configured CRM content in the form of hundreds of business processes available. The business processes are displayed graphically using SAP Component Views®. CRM Business Content is delivered exclusively with SAP Solution Manager. You can regularly download updated content from SAP Service Marketplace. © SAP AG TCRM10 3-14

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" ! 3 Marketing manager Analyst monitors 3 creates target group and various key factors SAP CRM marketing campaign Marketing 10 10 SAP CRM mySAP CRM 4 4 Web Channel Analytics Customer makes SAP purchases in a Web shop 9 9 SAP CRM Service employee CRM SAP CRM Field Application 5 5 Partner Channel provides solution to customer Solution Mgmt Customer calls Channel manager Interaction Center creates lead; partner SAP CRM 7 7 creates order 8 8 Service SAP CRM SAP CRM Sales 6 6 Technical service Interaction representative creates service Center order and assigns Sales order is replicated in SAP it to service employee Enterprise, and delivery takes place SAP AG 2008 Note: The numbers here refer to chapters To point out and demonstrate the integration of all the various SAP CRM key capabilities and interaction channels this course (especially the exercises) is build up using an integrated CRM case study. This case study is also the basis for the course structure that is displayed in the course topics overview. © SAP AG TCRM10 3-16

%%" 0 " " ! Explain how SAP CRM is embedded in the business environment of the SAP Business Suite Describe the basic SAP CRM key processes of all key capabilities SAP AG 2008 © SAP AG TCRM10 3-17

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!" #$ ! ! Describe the various components of SAP CRM architecture List the various channels used in the SAP CRM landscape Explain the concept and usage of the WebClient User Interface SAP AG 2008 © SAP AG TCRM10 4-3

$ In order to optimize your customer interactions, you intend to implement different channels within your company, such as Internet, telephony, field sales, and partners. You therefore have to become familiar with the SAP CRM system landscape. Additionally, you wish to provide your employees with an intuitive and user-friendly interface to carry out their daily work. SAP AG 2008 © SAP AG TCRM10 4-4

% $ & $ & $#%( ! As a SD logical box ! ' ) SAP AG 2008 The SAP CRM solution is the sum of all CRM functions and incorporates CRM components as well as the components SAP Business Intelligence (SAP BI), Supply Chain Management (SAP SCM), and SAP ERP (SAP ECC or SAP R/3). A central CRM server with system access through various channels and a connection to other systems are both contained in SAP Customer Relationship Management (CRM), a part of the SAP Business Suite. The following application components are supported in SAP CRM: • Interaction Center: Using integrated Interaction Center solutions, clients can contact sales or service representatives by telephone, fax, or e-mail. • Web Channel (Internet): Internet users may configure and order products or services using SAP CRM Internet components. • Mobile Clients/Handhelds: Mobile sales representatives and service engineers can access the SAP CRM system from their laptops or other mobile devices to exchange up-to-date information with the central CRM server. The SAP CRM solution offers you the following, fully-integrated connections: • The SAP CRM system as a central CRM server with corresponding application components • The SAP ERP system (SAP ECC or SAP R/3) as a back-end system with tried and true ERP functions • The SAP BI system as a data warehouse solution with comprehensive statistical and analysis functions • The SAP SCM system as a global Available-to-Promise (ATP) check and demand planning solution • The SAP NetWeaver Portal as a tool that provides you with integrated access to all systems © SAP AG TCRM10 4-5

$ & $ & % $ & CRM Enterprise CRM Middleware R/3 Adapter Plug-In BW Adapter SAP AG 2008 Data is exchanged between the CRM system and a connected ERP system (minimum SAP R/3 Release 3.1I) using the CRM Middleware. A plug-in installed in the SAP ERP system acts as a counterpart to the R/3 adapter in the SAP CRM system, supporting data communication between the two systems. The data exchange includes the initial transfer of Customizing, master, and transactional data to the CRM System, and the transfer of delta data in both directions. Also a non-SAP ERP system can be connected to SAP CRM. Sales orders can be entered in the Internet Sales application component, the Interaction Center, a mobile device, or the CRM server. To confirm whether the requested items can be delivered on time, you need to run the Available-to-Promise (ATP) availability check. The SAP Supply Chain Management component performs these functions. The SAP Business Information Warehouse (SAP BW) is used as a data source for parts of the SAP CRM solution, and also contains data for consolidation and analysis. As of SAP ECC 6.0, the plug-in will be contained directly in SAP ECC. Until SAP ECC 6.0 the plug-in is delivered separately and has to be installed. © SAP AG TCRM10 4-6

CRM middleware is: CRM Server An integral part of the CRM server CRM Middleware CRM Server The message hub Applications Groupware Adapter • Interaction Center CRM Adapter • Opportunity Mgmt. It requires: External (validation • Marketing Planning No additional software Interface Adapter service) • Campaign Mgmt. No additional installation R/3 Adapter • ... No additional server BW Adapter Mobile Client Advantage: Mobile Clients Lower integration costs SAP Web Application Server CRM Database SAP AG 2008 The SAP CRM solution supports the handling of CRM business objects (such as customers and prospects, activities and opportunities, and products and product catalogs) in a variety of application components including Internet Sales, Service Interaction Center, Telesales and Campaign Management. Some of these components require external extensions for communication and integration. These components will be described in more detail in later sections. The middleware layer supports the controlled data exchange with other systems such as mobile clients, back-end systems, and data warehouses. A replication procedure guarantees consistent and up-to-date data in the distributed local databases, especially for mobile users. Message queuing ensures data delivery and processing. Software adapters are used to connect to external systems. These adapters are responsible for assigning data and converting it to other formats. Both the ASCII adapter and external interfaces are provided for this. The SAP CRM application components also exchange data with the middleware layer using a CRM adapter. The SAP CRM component builds on the SAP Basis system, which provides a proven development platform, scalability, platform independence, and various other SAP tools. Therefore, the SAP CRM solution can be configured just as flexibly as an SAP ERP system. © SAP AG TCRM10 4-7

+ + ! * ! * Browser , - Internet Pricing CRM Business & Configurator Partner (IPC) CRM Product Web Index Server & Server Search Engine CRM Product Catalog Web Channel CRM Order Applications (B2C, B2B) ……. ……. ! SAP AG 2008 With the Internet Sales and Internet Customer Self-Service application components, Internet users can access the SAP CRM solution to configure and purchase products from published catalogs, or to request a particular service. The shipped, standard templates provide a ready-to-run solution, but can also be adjusted to meet individual requirements. The Internet application components are made available through a Web server. They are based on J2EE (Java 2 Enterprise Edition) technology. This technology is an open, non-SAP platform. Product catalogs are exported from SAP CRM to an external index server for faster access to product data. The Internet Pricing & Configurator (IPC) component provides configuration and pricing data for Web applications. Since the IPC is designed as a separate component, it ensures the high performance needed in an Internet environment. Basic CRM data like Business Partners, Products, Orders etc. have to be maintained and set up in the CRM system itself and can be used in the Web environment. Within the Web Channel Applications you set up the design, logic etc. of your Web appearance. © SAP AG TCRM10 4-8

. % Communication & Interaction Processes Backend System CRM Marketing Sales & Service Processes ERP Processes (for IC WebClient) (Logistics, Accounting,…) SAP BI * Communication Management System SAP AG 2008 The Interaction Center supports various communication channels, such as telephone, E-mail and fax, as well as Internet based communication such as Voice over Internet Protocol (VoIP). You can connect communication channels such as telephone and E-mail using a Communication Management System. This can be SAP BCM (Business Communication Management or a third party product). The IC WebClient multichannel options are consolidated using the Integrated Communication Interface (ICI) in the Interaction Center. Through the use of new technology such as eXtensible Markup Language (XML) and Simple Object Access Protocol (SOAP), the open SAP CRM Integrated Communication Interface (ICI) supports the integration of SAP CRM solutions with communication components such as computer telephony integration, automatic call list distribution, interactive voice response, e-mail administration, and chat systems. As a result, companies leverage their existing technology investments. Beside of ICI the former used connection interface SAPPhone can still be used for upgrading customers. © SAP AG TCRM10 4-9

! / 01 2 ! / ! Mobile client application with separate database on the laptop Workgroup solution Groupware integration Local Pricing and Configuration Engine 3 $ 4 Filtered and unfiltered replication Dependencies between objects Territory Management Realignment 5 & Quick introduction using automatic installation process Backup and retrieval SAP AG 2008 The SAP CRM components Mobile Sales and Mobile Service support a company’s mobile field sales and service employees. Users have complete access to all relevant data on their laptops. However, users can access data only for their own area of responsibility (for example, all customers in one postal area). This data is updated by regular data exchange between laptops and the central server. The communication station serves as a translator between the CRM server and the mobile clients. The mobile applications are customized using the SAP Mobile Application Studio, an object-oriented, visual modeling tool. The CRM Middleware provides the necessary functionality for the data replication to mobile clients. © SAP AG TCRM10 4-10

3 %6 5 1 Communication Middleware Station Mobile Client Inbound qRFC Queue Site Transformation Outbound Mobile between Queue Application .Net and RFC .Net Consolidated Database Database (CDB) SAP AG 2008 Basically the CRM Server contains the CRM Middleware, which handles the data exchange with internal applications and external major components, such as an SAP ERP 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. Mobile Clients: usually laptops running the Mobile Sales/Service Application, which may include the Sales Configuration Engine (SCE) and the Sales Pricing Engine (SPE) 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 Communication Station. © SAP AG TCRM10 4-11

+ ! $ & t lien eb C MW CR t lien eb C IC W I PCU UI PG 2007 SA CRM SAP AG 2008 © SAP 2007 / Page 1 An intuitive and user-friendly interface is key for the acceptance and success of a CRM implementation. Especially part-time users are expecting an easy-to-use and consistent user interface. Depending on the release SAP has offered different UIs. The CRM WebClient user interface used in CRM 2007 fulfills the above mentioned requirements in a perfect way and is the result of the UI evolution based on customer and user experiences in different industries. © SAP AG TCRM10 4-12

Header Work Area Navigation Area SAP AG 2008 The screen of the new CRM WebClient User Interface of CRM 2007 is divided into three main areas: • At the top the header area is located. • On the left the navigation bar is located. Navigation area and header area are also known as L-shape. • The center part of the screen is the work area. © SAP AG TCRM10 4-13

1( The L-shape provides easy global navigation throughout the entire SAP CRM application. Generic shortcuts for fast data entry, access, and other information are also included. The L-shape consists of a header (top) and navigation (left-hand) area. 1 3 2 4 5 1. System Links 2. Saved Searches 3. Work Area Title 4. History 6 5. Navigation Bar 6. Quick Create Links SAP AG 2008 The L-shape within the user interface provides easy global navigation throughout the entire SAP CRM application. Generic shortcuts for fast data entry, access, and other information are also included. The L- shape consists of a header (top) and navigation (left-hand) area. The position and size of the L-shape is static and its content can be configured as business-role dependent. © SAP AG TCRM10 4-14

% $ 5 ) % The HOME page is the starting point for every user in daily business. It contains the most important personal information and access to the most frequently used tools. SAP AG 2008 The HOME page provides: • A quick, direct overview of the current day • Hyperlinks to more detailed information • Predefined content for - My appointments today - My tasks today - Reports - Alerts - Workflow tasks The available content and screen structure of the HOME page can be configured per role. Furthermore individual personalization by each user is supported. © SAP AG TCRM10 4-15

5 The Overview Page provides all important information regarding a single object in a scrollable format SAP AG 2008 The overview page provides an overview of all important information regarding a single object in display mode. It is structured in assignment blocks which can be configured and personalized. In an assignment block form views, tables and hierarchies can be displayed. The overview page is non-editable. The overview page consists of header information that allows detailed object identification and a set of related information. The overview page is the target page when following a hyperlink to an object instance. The overview page contains the hyperlinks for cross navigation to related information. © SAP AG TCRM10 4-16

5 % & Work area Personalization title Print Help Work area toolbar Header area Assignment Assignment Blocks (ABs) Block Toolbar containing information related to this object SAP AG 2008 The main elements of the User Interface are: • Work area title • Work area toolbar • Header area • Assignment blocks © SAP AG TCRM10 4-17

( 5 The following applications are run with pre-configured roles: Sales Marketing Service Interaction Center Partner Channel Management SAP AG 2008 © SAP AG TCRM10 4-18

&& $ 7 ! Describe the various components of SAP CRM architecture List the various channels used in the SAP CRM landscape Explain the concept and usage of the WebClient User Interface SAP AG 2008 © SAP AG TCRM10 4-19

Exercises Chapter: Basics and Architecture Topic: Navigation in the WebClient User Interface At the conclusion of this exercise, you will be able to: • Log onto the SAP CRM system • Navigate within the WebClient User Interface • Personalize the WebClient User Interface • Display information about an account As a sales employee, you want to display, check and maintain various information about a business partner (account). To do this, you use the WebClient User Interface (WebClient UI) in SAP CRM. 1-1 Via SAPGUI log onto the SAP CRM system that is used within the course and integrate a link for accessing the WebClient UI in your favorites: 1-1-1 Enter the log on data for the SAP CRM system that you receive from your course instructor. 1-1-2 Create a favorite within the SAP Easy Access menu for accessing the WebClient UI by selecting Favorites → Add other objects. Enter the following data: Double-click on URL type BSP Application BSP-Application: CRM_UI_FRAME Description: WebClient UI Start Page: default.htm Select Enter. © SAP AG TCRM10 4-21

1-1-3 In the role of a sales employee log on to the SAP CRM WebClient User Interface with Business Role SALESPRO. General hint when navigating in the SAP CRM WebClient User Interface: Always use the button when navigating back in the SAP CRM UI instead of the Back Button of the Internet Explorer! 1-1-4 Personalize the general layout of the CRM application and choose the skin Nova (Standard) out of the list of available skins. To personalize the general layout choose the personalization area in the header of the screen: 1-2 Branch to the account master data of your customer ##Megastore by choosing Account Management → Accounts. Within the search area enter ##Megastore in the field Name 1 / Last name. Hint: Replace ## by your group number (also within every further exercise) 1-2-1 First of all you would like to see the information regarding the employee responsible directly within the search result list. Up to now you are not familiar with the personalization options and procedure. Use the relevant tool to get help how to personalize pages in the WebClient User Interface. 1-2-2 Personalize the result list in the way that a column displaying the Employee Responsible will be displayed next to the column “Name”. To personalize the appearance of the search result list use icon on the right side of the search result list. 1-2-3 Go to the ##Megastore’s account data from the search result list. 1-2-4 What is the address of ##Megastore? ____________________________________________________________ ____________________________________________________________ © SAP AG TCRM10 4-22

1-2-5 Name several interactions our sales team had with ##Megastore in the past. ____________________________________________________________ ____________________________________________________________ 1-2-6 Within the account information you want to integrate also an assignment block that allows you to maintain notes for the account. Personalize the account detail screen in the way that a new block will appear at the bottom of the screen. 1-2-7 In the next step maintain a correspondence text for your account that ##Megastore is interested in notebooks. 1-3 In future you are responsible for all ##Megastore accounts. For efficiency reasons you would like to create a saved search with the search criteria *Megastore in the field Name 1 / Last name. 1-3-1 Create a new saved search with the description ## account search. 1-3-2 Select the affected accounts by choosing your created saved search. 1-3-3 Log off in the role of a sales employee (SALESPRO). 1-4 To prepare the different links for accessing features for future units in this course (like web-shops etc.) enter transaction ZLINKS within your favorites in the SAP Easy Access menu. © SAP AG TCRM10 4-23

Solutions Chapter: Basics and Architecture Topic: Navigation in the WebClient User Interface 1-1 Via SAPGUI log onto the SAP CRM system that is used within the course and integrate a link for accessing the WebClient User Interface in your favorites: 1-1-1 Enter the log on data for the SAP CRM system that you receive from your course instructor. 1-1-2 Create a favorite within the SAP Easy Access menu for accessing the WebClient UI by selecting Favorites → Add other objects. Select the path Favorites → Add other objects in the system and enter the data listed in the exercise. 1-1-3 In the role of a sales employee log on to the SAP CRM WebClient User Interface with Business Role SALESPRO. Select the previously created link for accessing the WebClient UI, enter your log on data and choose the Business Role SALESPRO out of the list of offered Business Roles. 1-1-4 Personalize the general layout of the CRM application and choose the skin Nova (Standard) out of the list of available skins. Branch to the personalization area of the general CRM application by choosing Personalize ( ) in the header area of the screen. Select the hyperlink Personalize Layout and choose the skin Nova (Standard). Save your changes. © SAP AG TCRM10 4-25

1-2 Branch to the account master data of your customer ##Megastore by choosing Account Management → Accounts. Within the search area enter ##Megastore in the field Name 1 / Last name. Select Account Management in the Navigation bar and choose the hyperlink Accounts within the block Search in the work area. In the Search Criteria area enter ##Megastore in the field Name 1 / Last name and press Search. In the Result List your customer ##Megastore should appear. 1-2-1 First of all you would like to see the information regarding the employee responsible directly within the search result list. Up to now you are not familiar with the personalization options and procedure. Use the relevant tool to get help how to personalize pages in the Web User Interace. You can use the in the WebClient User Interface integrated Help Center (located in the upper right area of the screen). In this case choose the Help Center and branch to Personalizing Pages in the navigation area on the left side to get more information. 1-2-2 Personalize the result list in the way that a column displaying the Employee Responsible will be displayed next to the column “Name”. Within the search result list choose the Personalize button on the right side. To personalize the appearance of the search result list use icon on the right side of the search result list. Select Employee Responsible out of the Available Columns and press the button Move to Right to bring it to the Displayed Columns. To place it near to the column “Name” select the entry Employee Responsible and use Up until you have reached the required position. Use icon Up to place the column to the required position. © SAP AG TCRM10 4-26

1-2-3 Go to the ##Megastore’s account data from the search result list. Choose the hyperlink ##Megastore in the column Name within the Search Result List. The system will lead you to the detailed account data. 1-2-4 What is the address of ##Megastore? The address of ##Megastore can be identified in the block Main Address and Communication Data within the assignment block Account Details. 1-2-5 Name several interactions our sales team had with ##Megastore in the past. Scroll down to the assignment block Interaction History and press on the text to open the Interaction History. List the different interactions like appointments, opportunities etc. that can be identified in the Interaction History. 1-2-6 Within the account information you want to integrate also an assignment block that allows you to maintain notes for the account. Personalize the account detail screen in the way that a new block will appear at the bottom of the screen. In the upper right side of the Account screen select the button Personalize and choose the assignment block for Notes to be displayed. Do this in the same way as you did already personalization in exercise 1-2-2. For this kind of personalization (activating of further assignment blocks) use the pencil icon in the upper right side. 1-2-7 In the next step maintain a correspondence text for your account that ##Megastore is interested in notebooks. Select the button New in the Notes assignement block. Choose the text type Correspondence and enter a text. Choose Back to branch back to the Account overview sceen. © SAP AG TCRM10 4-27

1-3 In future you are responsible for all ##Megastore accounts. For efficieny reasons therefore you would like to create a saved search with the search criteria *Megastore in the field Name 1 / Last name. 1-3-1 Create a new saved search with the description ## account search. In the search screen for Accounts enter *Megastore in the field Name 1 / Last name. Enter the description ## account search in the field Save Search As and select the button Save. This search is now available in the saved searches. 1-3-2 Select the affected accounts by choosing your created saved search. Choose your just created saved search in the upper right corner of the WebClient UI and press Go. The result list with all ##Megastore accounts will be displayed. You can find your saved searches in the upper right corner of the screen. . 1-3-3 Log off in the role of a sales employee (SALESPRO). 1-4 To prepare the different links for accessing features for future units in this course (like web-shops etc.) enter transaction ZLINKS within your favorites in the SAP Easy Access menu. Within the SAP Easy Access menu select Favorites → Insert transaction and enter transaction code ZLINKS. © SAP AG TCRM10 4-28

! " # ! SAP AG 2008 © SAP AG TCRM10 5-2

$% & ' & () ! $ $ Describe planning, targeting, and executing functionality in SAP CRM Marketing Planning and Campaign Management Create and launch a campaign Describe campaign automation functionality Explain the Trade Promotion Management (TPM) process in general SAP AG 2008 © SAP AG TCRM10 5-3

) 3 Marketing manager 3 creates target group and SAP CRM marketing campaign Marketing SAP CRM 4 4 Web Channel Customer makes purchases in a Web shop SAP CRM Solution Note: The numbers here refer to chapters SAP AG 2008 Our company wants to sell more notebooks to a specific group of customers. As the Marketing Manager, you are responsible for creating and executing a campaign. At the same time, we want to present a new product line to a specific target group. We get in touch with business partners, who provide feedback and let us know how interested they are in the new product line. Business partners who do not answer will be called at a later date. © SAP AG TCRM10 5-4

* CRM BI Channels: Examples: • Mobile "Sales call" • Interaction activity Center ERP • Web Call lists • Partner E-mail • External Channels Lead creation SCM Preparation for Planning / Analysis Preparation Executor mailing Back Office (Supply Planning) Feedback to BI, ERP, and SCM (for example, success messages, orders) SAP AG 2008 Marketing functions are highly integrative: Before execution, you define key figures and carry out scheduling (integration with BI). You may also have to check whether it is possible to manufacture and deliver the promoted goods (SCM integration, usually used for Trade Promotion Management). You are particularly interested to know how successful your campaign was: • What do the sales department's figures look like? • How many contracts were awarded as a result of your campaign (BI integration)? • And of course you want to have an overview of your costs (ERP integration). © SAP AG TCRM10 5-5

+ ' Strategical Planning Level: Marketing Project Marketing Plan Hierachy Example • Defining strategic goals • Targeted market share, budget, etc. Marketing Plan • Top-down allocation to brand, region etc. 1st Quarter 2nd Quarter Operative Level: Cereals Beverages Campaign/Promotion (Operative Doing) • Defining event characteristics • Dates, objectives, tactics, etc. Call Center E-Mail • Defining execution parameters • Products, prices etc. Target • Defining intended audience (customer Group Product segmentation) • Execution SAP AG 2008 Marketing plans and campaigns are the elements of a hierarchically built marketing project. Marketing Plans: • A marketing plan is used for strategic marketing planning, that is, for planning a concrete marketing concept. This way budgets and deadlines are taken into consideration. A marketing plan could form, for example, the basis for next year's costing in the Marketing department. It is a management tool. • You can use any number of marketing plan elements to structure a marketing plan in the form of a hierarchy. You can assign one or more campaigns to each marketing plan. Campaigns: • Campaigns serve operative marketing planning. They describe actions that are carried out, for example mailing actions, product promotions, and telemarketing. Criteria such as target groups, products, documents, people responsible, and the budget are defined in the campaign for these activities. • Campaigns are used for operative marketing planning and execution. Campaigns can be broken down into campaign elements. • You can only assign campaign elements to campaigns. © SAP AG TCRM10 5-6

+ ' BW Query InfoSet Marketing Attribute Set for example, sales for example, postal code for example, hobbies volume ' SAP AG 2008 Three data sources are available for target group selection: • SAP BW reports (Business Warehouse InfoCube) • InfoSets consisting of your own ABAP queries • Marketing attributes from the business partner master data In SAP BW, InfoCubes and reports allow you to select a business partner for a target group using master data, profiles or transaction data. The InfoSet from your own ABAP queries evaluates general data from the business partner master record and can be used to select target groups according to address, for example. You can enter your own marketing characteristics directly in the business partner master record. Characteristics are then grouped together, creating characteristic groups. If you have assigned the characteristics to a business partner, you can edit them accordingly and use them to select a target group. © SAP AG TCRM10 5-7

Staging Area Locator Area Details Area SAP AG 2008 In the Graphical Modeler, you model marketing profiles by dragging and dropping attributes into the staging area. You can combine the attributes for the selection as required beforehand. That is, you can combine them by using And or Or within an attribute or by using attribute lists. You can then combine the characteristics in various different ways. You can merge them, remove a characteristic from a profile, or create an OR relationship. © SAP AG TCRM10 5-8

' ( ' ( ' A profile set is a type of folder for profiles, target groups, and subgroups. ' A profile is a finite list of characteristics and their values that make up the "profile" of a business partner. A profile has to be assigned to a profile set. A target group is a finite list of business partners that match a corresponding profile/profile set. It can be created manually. A target group must be assigned to a profile or profile set (subset). SAP AG 2008 Profile Sets: Sets do not have to have profiles or target groups assigned. Subsets may exist within a set. Profile: A profile cannot be assigned to different sets. Profiles do not have to have target groups assigned. A profile that is already assigned to one profile set cannot be assigned to another (instead, the profile must be recreated by copying). Target Group: A target group that is already assigned cannot be assigned to another set or profile. Only active target groups can be used in the Marketing Planner. Master Groups: Master groups limit all business partners to a particular group for the process of segmenting. The Segment Builder then works only with business partners who belong to the chosen master group. Example: The master group contains German business partners only. The group is assigned. © SAP AG TCRM10 5-9

, & & Pick, Drag and Drop Keep Remove Split Create Target Group Profile Target Group SAP AG 2008 Attributes are combined together to form attribute sets, on the basis of which customer profiles are created. The graphic above illustrates the three possibilities open to you, using the Split, Keep, and Remove functions in the Graphical Modeler: You can access each function by dragging the relevant attribute(s) from the component area to the staging area. As soon as your cursor is positioned over an existing profile, the functions Split, Keep, and Remove can be selected by placing your cursor on the appropriate function and releasing the mouse button. Each profile must belong to a profile set. A profile can belong to only one profile set. A profile can exist without any target group assigned to it. No more than one target group can be assigned to a profile. For a given profile, no more than one target group can have the status active. You cannot move profiles from one profile set to another; however, you can copy existing profiles. © SAP AG TCRM10 5-10

& - Campaign Planning Campaign Execution Marketing Plan Activity 1 Activities are created when the execution is started. Campaign Assigned Activity n Mail Form Target Group Business Partner 1 ... Business Partner n Activity n SAP AG 2008 This slide details an example of the telemarketing campaign process. A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target group (a finite list of business partners selected for the campaign) and a script. A call list is generated from the target group. The call list includes business partner information as well as relevant information required for the Interaction Center. Using the script and the call list, the IC agent calls the customers on the list. After completing the call, the agent records the results of the conversation, thereby updating the activity. This information is then transferred to SAP BI for reporting and monitoring purposes. Example: E-Mail channel In an e-mail campaign, the script is replaced with a mail form. During the execution stage, the specified e-mails are sent to the business partners in the target group. Other channels: Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel for which you can define your own methods. © SAP AG TCRM10 5-11

. / To: Sarah Smith From: info@yourshop.com Subject: Special Offer! Substitution of variables Dear Sarah, (for example, from BP master data) We would like to draw your attention to the new offers posted on our Web site. Go on, take a look ... . $ Computer Bestseller Conditions: • PC: Campus PC 3000 Display this text block if the • Notebook: HT-1011 Link text recipient is 25 or older and is @ www.PC4You.com/bestsellers w/ parameterization interested in IT. Special offers for your Dog Conditions: • "Cosy" Dog Bed Link text Display this text block if @ www.dog4you.com/bestsellers w/ parameterization the recipient likes dogs. SAP AG 2008 There are two ways in which you can personalize a mail form: By using variables (such as first name, last name, business partner’s address) By using several text blocks. These can be included all the time or only if certain conditions apply. The Web shop and the Interaction Center can also be personalized. Here you can define product proposals for a specific profile or target group only, or globally for all customers. © SAP AG TCRM10 5-12

& & Campaign Planning Campaign Execution Marketing Marketing Plan Plan Activity 1 Activity 1 Activities are created at the start of Campaign Campaign the transaction and updated during the telephone conversation. Assigned Assigned Activity n Activity n Script Script Target Target Group Group Call List Call List Business Business During the call, the During the call, the Partner 1 Partner 1 assigned script is used in assigned script is used in the Interaction Center. the Interaction Center. ... Business Business Partner n Partner n SAP BI The results of the call can be saved in BI for evaluation. SAP AG 2008 This slide details an example of the telemarketing campaign process. A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target group (a finite list of business partners selected for the campaign) and a script. A call list is generated from the target group. The call list includes business partner information as well as relevant information required for the Interaction Center. Using the script and the call list, the IC agent calls the customers on the list. After completing the call, the agent records the results of the conversation, thereby updating the activity. This information is then transferred to SAP BI for reporting and monitoring purposes. Other channels: Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel for which you can define your own methods. © SAP AG TCRM10 5-13

Graphical user interface for designing and implementing event-controlled, real-time campaigns Multiwave / Multichannel support Rule-based decision tree logic, based on: Customer profiles Survey results Customer behavior Campaign Automation SAP AG 2008 Campaign automation enables you to define marketing procedures that can meet the real-time individual requirements of each customer. Campaign automation enables you to automate your multi-wave marketing campaigns across multiple channels. To achieve this, campaigns are modeled as processes in which customers/prospects flow between individual action points (campaign elements). Campaign modeling can set up the campaign in such a way that it runs automatically from the planning phase onwards, eliminating the need for further manual intervention. The way a customer/prospect is routed through the campaign process depends on the individual response. All customer-relevant channels are taken into consideration. MORE scenario: In campaign automation, you can use an optimization element to structure a campaign in the best way. In this way, you can divide the initial target group meaningfully into different campaign elements (for example, that correspond to different channels or offers). © SAP AG TCRM10 5-14

! 1. Headquarter planning Consensus plan Sales budgeting 2. Account planning 1 Pre-analysis Schedule creation Event planning Promotion planning 2 5 5. Evaluation & analysis 3. Sell-in & negotiation KPI reporting Proposal generation Syndicated Demand planning data 4 3 Flexibility Funds tracking 4. Retail execution, validation & settlement FSR support Invoicing Payments SAP AG 2008 Trade promotions are representing marketing activities used by industries that sell into the retail channel or through brokers or wholesalers (like consumer products). A trade promotion takes place within a specific time period and aims to increase brand capital, brand awareness, and market share. It is also used to increase sales volume or to launch new products or product lines. The Trade Promotion Management (TPM) process typically consists of the following steps: • Initially companies start with Headquarter planning and budgeting. This is also known as ‘top- down’ planning. Essentially all plans and budgets come from the ‘top’, i.e. vice presidents and senior management, and then is delivered to lower levels. • Next, there is account planning, which most often involves field representatives, such as key account managers (KAM). KAMs perform ‘bottom-up’ planning and gain sell-in with his accounts. He is in charge of the promotion negotiations, including the time frame and the conditions. • After the KAM does his account planning and gains retailer buy-in, a field sales representative visits the retailer that is participating in the promotion and many times uses a survey to check that the agreement is being upheld, i.e. the goods are where they are supposed to be on the shelves at the agreed price. • Lastly, evaluation and analysis is key to understand promotion performance and the overall effect they on the bottom line. For example, companies will want to know how much revenue was generated and what the effect on their Profit and Loss statement. © SAP AG TCRM10 5-15

* ' Trade Funds Management Trade Claims Management SAP ERP Trade Promotion Management SAPNetWeaver BI SAP SCM (APO) SAP AG 2008 You can integrate functions from the following applications with Trade Promotion Management (TPM): Funds management: • With Funds Management, finance professionals are able to see at a glance in their Funds Checkbook their exact budget, committed amounts, approved claims and how much cash is left to spend, allowing full visibility and control of promotional spending. Because of this, finance professionals are able to accurately plan and real-time monitor their activities. Additionally, Funds Management allows for the creation of multi-dimensional budgets to be used solely for Trade Promotion Management or for use with Market Development Funds. Moreover, CRM accruals management is fully integrated into Trade Promotion Management, Claims Management and ERP, and therefore allows companies to become compliant with Sarbanes-Oxley and FASB accounting standards. Claims management: • With Claims Management, companies have access to full claim management processes across the financial value chain. Companies are able to utilize form-based validation, allowing them to only pay valid claims. Additionally, claims Management has full deduction management capabilities, including chargeback and write-off options. SAP NetWeaver Business Intelligence (SAP NetWeaver BI): • SAP NetWeaver BI can be used to provide a complete overview of past and current promotional performance, which simplifies the planning process and allows quick reaction to changes in the market. SAP ERP: • SAP ERP is used to finalize claims and to close promotional accounts upon final settlement. SAP ERP tracks all receipts relevant for rebate processing (generated from trade promotions) and automatically posts accruals. SAP Supply Chain Management (SAP APO): • You can use demand planning with TPM to ensure adequate supply during promotional periods. © SAP AG TCRM10 5-16

) 0 ! $ Describe planning, targeting, and execution functionality in CRM Marketing Planning and Campaign Management Create and launch a campaign Describe campaign automation functionality Explain the Trade Promotion Management (TPM) process in general SAP AG 2008 © SAP AG TCRM10 5-17

Exercises Unit: SAP CRM Marketing Topic: Create and launch a campaign At the conclusion of this exercise, you will be able to: • Create and launch a campaign You have decided to send out e-mails to promote a special notebook. The target group and the mail form have already been created. Therefore you now create the campaign, assign all the necessary elements and then start it. 1-1 Log on to the WebClient User Interface in the role of a Campaign Manager and create a campaign. 1-1-1 Create a new campaign with the following entries: Field Values Identification (ID) C/4100-G## Description Promotion Group## Type Product Promotion Planned Start Today Planned End In one week 1-1-2 Enter the campaign details like Communication Medium and E-Mail Form: Field Values Communication Medium E-mail Form for E-Mail SAPCRM E-Mail Address Chris Nelson 1-1-3 Enter the segment (target group) you would like to address with this campaign: Choose the marketing segment SAPCRM TG Group## (use the input help in the Segment Description field). © SAP AG TCRM10 5-19

1-2 Optional: Change Sandra ##Turner’s E-mail address. Branch to the account data of Sandra ##Turner and maintain your own E-mail address. Save your changes. 1-3 Start Campaign Execution and check that it has been executed successfully. 1-3-1 Release your campaign and save your status change. 1-3-2 Start the execution of the campaign immediately. 1-3-3 Log off in the role of a campaign manager (MARKETINGPRO). 1-3-4 Test the sent E-mail in the SAP GUI: Go to the Business Workplace. Open the Inbox. You will find the sent mail in your Unread Documents folder. You can open the E-mail by double-clicking it. If you changed the E-mail-address in 1-2, you will, of course, receive the E- mail in that account. © SAP AG TCRM10 5-20

Solutions Unit: SAP CRM Marketing Topic: Create and launch a campaign 1-1 Log on to the WebClient User Interface in the role of a Campaign Manager and create a campaign. Log on to the WebClient User Interface and select the Business Role MARKETINGPRO. 1-1-1 Create a new campaign with the following entries: Field Values Identification (ID) C/4100-G## Description Promotion Group## Type Product Promotion Planned Start Today Planned End In one week Choose Marketing in the Navigation bar. Within the block Create select Campaign. Enter the above mentioned data in the Campaign Details assignment block. 1-1-2 Enter the campaign details like Communication Medium and E-Mail Form: Field Values Communication Medium E-mail Form for E-Mail SAPCRM E-Mail Address Chris Nelson When maintaining the Communication Medium E-mail dynamically new fields come up for entering an E-Mail form and also an E-Mail address. Enter the above mentioned data. © SAP AG TCRM10 5-21

1-1-3 Enter the segment (target group) you would like to address with this campaign: Choose the marketing segment SAPCRM TG Group## (use the input help in the Segment Description field). Branch to the assignment block Segments and select Add. Search for the segment by entering SAPCRM* in the description field. Select the segment (target group) for your group out of the list. Finally do not forget to save your campaign. 1-2 Optional: Change Sandra ##Turner’s E-mail address. Branch to the account data of Sandra ##Turner and maintain your own E-mail address. Save your changes. Go to Accounts & Products in the Navigation bar and search for your account ##Turner by entering ##Turner in the field Name 1 / Last Name. Out of the result list select Sandra ##Turner by using the hyperlink. Select Edit on the Individual Account Details assignment block and change the E-mail address to your own E-Mail address. Save your changes. 1-3 Start Campaign Execution and check that it has been completed successfully. 1-3-1 Release your campaign and save your status change. Branch to your created campaign (e.g. by searching via your Campaign ID). Out of the result list select your campaign by clicking on the hyperlink and choose Edit on the Campaign Details assignment block. Set the status to Released in the field New Status. Save the status change. 1-3-2 Start the execution of the campaign immediately. Choose the button Start (Start This Campaign) in the upper screen area of the campaign. In the Schedule Job screen enter Immediately in the Field Start. Press Start in the upper screen area to execute the campaign. 1-3-3 Log off in the role of a campaign manager (MARKETINGPRO). © SAP AG TCRM10 5-22

1-3-4 Test the sent e-mail in the SAP GUI (logon data is available from your course instructor). Go to the SAP Business Workplace in the SAP GUI by selecting Menu Business Workplace: Open the Inbox in the Navigation area of the SAP Business Workplace. You will find the sent mail in your Unread Documents folder. You can open the E-mail by double-clicking it. If you changed the E-mail-address in 1-2, you will, of course, receive the E- mail in that account. © SAP AG TCRM10 5-23

! " # $% & Explain that SAP provides combined sales, service, and marketing functions within the SAP CRM Web Channel scenario Describe the functionality of the B2C and B2B Web shop and Internet Customer Self Service SAP AG 2008 © SAP AG TCRM10 6-3

"% 3 Marketing manager 3 creates target group and SAP CRM marketing campaign Marketing SAP CRM 4 4 Web Channel Customer makes purchases from the Web shop SAP CRM SAP CRM Solution 5 5 Partner Channel Mgmt Channel Manager creates lead; partner creates order SAP CRM Sales 6 6 Sales order is replicated in SAP Enterprise and goods are delivered Note: The numbers here refer to chapters SAP AG 2008 As a customer targeted in the marketing campaign, you receive an E-mail with a link to a Business-to- Consumer (B2C) Web shop. You enter the Web shop, navigate through the catalog, select a product, examine related items for that product (cross-selling), and finally place an order. In addition to our scenario, take the role of a purchaser for a company. Make a purchase in a Business- to-Business (B2B) Web shop, navigate through the Web shop, and order for your company. You search for solutions in the solution database. © SAP AG TCRM10 6-4

Leverage the internet as a valuable sales, marketing and service channel for businesses and consumers E-Marketing E-Commerce E-Service Web Channel analytics SAP AG 2008 © SAP 2007 / Page 1 The SAP CRM Web Channel platform supports the full breadth of a CRM solution providing self- service across marketing, selling, service and analytics from a web perspective: • With E-Marketing, organizations can drive customer loyalty and demand generation via the Internet. • With E-Commerce, organizations can enable the complete sales process to run on the Internet. • With E-Service, organizations empower customers with intuitive self-service, problem resolution and the ability to initiate service processes. • Web Channel Analytics enables organizations to optimize their web shop and online content and better drive future marketing activities. SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales, marketing and service channel for businesses and consumers. Companies can increase profitability and reach new markets with functionality for E-marketing, E-commerce, E-service, and Web channel analytics. With SAP CRM, you can empower your customers with a personalized Web experience and convenient self-services. Plus, the application delivers a fully integrated Web channel platform, helping you strengthen sales and service operations while reducing transaction costs and customer service calls. © SAP AG TCRM10 6-5

& # ' ( ) Companies can provide customers with personalized, interactive, and easy-to-use sales and self-service facilities using the Internet and streamline sales and fulfillment operations to enable an end-to-end order-to-cash process. Quotation and Order Management Shopping Basket Management Price Management Interactive Selling and Configuration Collaborative Selling SAP AG 2008 With E-selling, companies can: • Construct a business-to-business (B2B) or business-to-consumer (B2C) selling scenario • Provide customers with personalized, interactive, and easy-to-use sales and self-service facilities over the Internet • Carry out the complete sales process on the Internet Quotation and Order Management: Enables Web customers to obtain quotations and place orders for products and services, obtain real-time product availability information, and track each order through the order management process – from manufacturing through distribution to service. Shopping Basket Management: Provides full support for customizable, configurable products, displays personalized pricing, offers cross and up-selling recommendations, provides real-time product availability information, and provides a consistent interface for all ordering processes. Price Management: Enables companies to provide online pricing tailored to each customer based on the type of customer, product, customer-specific pricing, contracts, or specific quotations. Companies establish pricing rules, processes and data centrally and then deploy them across all selling channels. Interactive Selling and Configuration: Helps customers to choose the products and services that best meet their business needs. Multimedia content, guided selling, configuration advice, and real-time pricing and availability empower customers with all of the information that they need to make an online purchasing decision without human intervention. Collaborative Selling: Channel Commerce allows companies to incorporate partners into their E- Commerce strategy and enables collaborative selling across organizational boundaries. This topic will be discussed in more detail in the unit Partner Channel Management. © SAP AG TCRM10 6-6

( # # # *+ " *+* SAP AG 2008 SAP delivers two Web shop scenarios to build up a business-to-business (B2B) or business-to-consumer (B2C) selling scenario. The benefits of E-selling for your company and for your customers are: • For your company: - Complete integration of the CRM and fulfillment system avoids costly interfaces and leverages existing IT investments - Increased sales volume through integrated marketing features - Fewer errors when accepting and fulfilling orders - Lower transaction costs - Fewer customer service calls • For your customers: - Convenient buying and reliable fulfillment - Fast and easy buying decisions by getting up-to-date information about products, prices, and availability - Customized products - Real-time order tracking - Increased customer satisfaction © SAP AG TCRM10 6-7

& , " & " $ # ' $ " ' ( Provide customers with the ability to check order status, obtain order tracking information, and research and resolve their own product problems – without involving a customer-service representative. Knowledge Management Service Request Management Live Customer Support Customer Self-Service Installed Base Management Complaints and Returns Management Billing and Payment SAP AG 2008 With E-Service companies can: • Reduce call center volumes and customer support => Employees focus on value-adding activities • Reduce transaction costs of service by supporting self-service access for customers • Improve customer convenience and satisfaction Knowledge Management: Enables customers to research and resolve their own service problems without involving customer-service representatives. Customers can browse Frequently Asked Questions (FAQs) linked to specific products or search for answers using natural language Request Management: Provides Internet customers with a tool to create and update service requests, and to check their status. Customers can use this to select the most convenient appointment time for a field service visit. Live Customer Support: Allows organizations to provide immediate assistance to customers using the Web site. Customers can choose to chat, co-browse, E-mail or submit a call-back request. Customer Self-Service: Provides customers with self-service for customer information and maintenance tools. Customers can register for user accounts and update their personal account information. Installed Base Management: Enables online customers to manage their current portfolios of purchased products. Customers can also initiate service requests for selected products or installations through complete, personalized views of their purchases. Complaints and Returns: Allows customers to create, maintain, and track their own complaints and returns. Billing and Payment: Provides customers with online access to account status – including invoices, contracts, rebates, and billing status. Customers can also pay invoices online. © SAP AG TCRM10 6-8

( # SAP AG 2008 As in the E-selling section, SAP CRM enables you to build up a business-to-business (B2B) and/or business-to-consumer (B2C) scenario for your E-service. The benefits of E-service for your company and for your customer are: • For your company: - Leverage an organization’s existing infrastructure investments in SAP - Gain better insight into customer base (purchased products and installation details) - Lower cost of providing service - Improve customer satisfaction and increase customer loyalty • For your customers: - Easy access to information and service processes - Immediate, personalized service - Convenient, 24x7 access © SAP AG TCRM10 6-9

& # # " ' " " ' % % ( ) Customers’ Web experiences are personalized to provide the most relevant and convenient online experience and information – enabling companies to generate more revenue through the Web selling channel. Catalog Management Content Management Personalization Campaign Management Customer Segmentation SAP AG 2008 Catalog Management: Provides a product catalog that contains product descriptions, multimedia objects, pricing, and other documents. The catalog enables customer access to up-to-date and personalized product and availability information over the Internet. Content Management: Supports personalized content for customers in the customer portal. Supports both structured and unstructured content and allows customers to subscribe to topics of interest to tailor their own content. Personalization: Allows organizations to dynamically personalize their customers’ Internet experiences. Web experiences and content are tailored based on company-defined criteria: for example, customer’s previous purchases, orders, and predefined buying preferences. Campaign Management: Enables organizations to control and manage the E-Marketing campaign process including design, execution, coordination, optimization, and monitoring. Companies can create targeted, personalized Web and E-mail marketing campaigns and monitor profitability. Customer Segmentation: Allows organizations to manage target groups of customers with common interests or characteristics for more effective marketing. Customer segmentation can occur based on company-defined criteria, including stated preferences in a Web survey, click stream behavior and past purchases. © SAP AG TCRM10 6-10

Single point of entry allowing an E-Commerce Manager to fulfill all daily tasks, including Catalog Management, such as creation and maintenance of product catalogs User Management, such as creation of users, locking/unlocking users Access to sales and service objects, such as sales and service orders/quotations Marketing functionality such as Top N list maintenance, definition of cross- & up selling rules Administrative tasks, such as Shop Management Reporting, such as conversion rate, technical status of web page SAP AG 2008 © SAP 2007 / Page 1 With the Web Channel Manager Role customers have a single point of entry to administrate all the relevant tasks in this environment like maintaining product catalogues, web shops etc. © SAP AG TCRM10 6-11

'' - %' " SAP CRM Partner Channel Management SAP CRM Web Channel with SAP NetWeaver Portal SAP CRM Web Channel E-Commerce with SAP ERP SAP E-Commerce for SAP ERP SAP AG 2008 SAP gives organizations a choice of deployment options to best meet their business needs and grow over time. SAP E-Commerce capabilities can be deployed standalone against SAP ERP without the need for CRM. This is a great option for companies who want to get and running quickly and aren’t ready to make a full CRM solution decision but it’s on their roadmap. Enhancements by upgrading from E-Commerce for SAP ERP to E-Commerce with SAP CRM (= SAP CRM Web Channel) include: • Marketing & personalization (including cross/up selling, related accessories, bestseller lists) • Rule-based ATP check with SAP SCM • Superuser concept • Contract release order • Guided selling • E-Service (Internet Customer Self-Service) • Live customer support (Live Web Collaboration) © SAP AG TCRM10 6-12

'' % . & Explain that SAP provides combined sales, service, and marketing functions within the SAP CRM E-Commerce scenario Describe the functionality of the B2C and B2B Web shop and Internet Customer Self Service SAP AG 2008 © SAP AG TCRM10 6-13

Exercises Unit: SAP CRM Web Channel Topic: E-Selling B2C Shop At the conclusion of this exercise, you will be able to: • Create an order in the Business-to-Consumer (B2C) Web shop • Check the order status In the first step, you navigate through a Business-to-Consumer (B2C) Web shop as a customer and create an order. Then you repeat this procedure in a Business-to-Business (B2B) Web shop. 1-1 Start the B2C Web shop scenario. Access the Web shop by following the link in your E-mail of the marketing campaign (or use the link to access the Web shops B2C within the transaction ZLINKS). Select the Web shop PC4YOU_EN (for the english version of the course) or the Web shop PC4YOU_DUS (for the german version of the course). Are special offers displayed in the shop? __________________________________________________________________ __________________________________________________________________ 1-2 Add one piece of Notebook Professional 15 to the shopping basket. Also search for the Easy Hand V handheld and add it to the shopping basket. Then navigate to the shopping basket. Add suitable accessories for your notebook (such as a leather bag) to the shopping basket. © SAP AG TCRM10 6-15

1-3 Go to the checkout and log on. The E-mail address for Sandra ##Turner is: CRM-##.TEST@SAPIDES.COM and the password is welcome (Enter your group number instead of ##). Note: If you are asked to change the password enter welcome as the old password and assign a new password. 1-4 Follow the procedure and order the shopping basket. Check the print version of the order and note the order number. Order Number: _____________________________________________________ 1-5 Check the status of this order. __________________________________________________________________ 1-6 Are any personal product recommendations displayed for you? Path: Home → Get personalized recommendations __________________________________________________________________ 1-7 Enter a new profile with the following values: Area of usage: Internet User group: Beginner Pref. contact channel: E-Mail © SAP AG TCRM10 6-16

Exercises Unit: SAP CRM Web Channel Topic: E-Selling B2B Shop At the conclusion of this exercise, you will be able to: • Create an order in the Business-to-Business (B2B) Web shop Now you navigate through a Business-to-Business (B2B) Web shop as a contact person for a registered customer (enterprise) and order 10 notebooks. 2-1 Logon to the Web shop of the B2B scenarios with: User ID: 233 Password: welcome Select the Web shop PC4BIZ_EN (for the english version of the course) or the Web shop PC4BIZ_DUS (for the german version of the course). 2-2 What transactions can you search for in the Web shop? __________________________________________________________________ __________________________________________________________________ 2-3 Which two options do you have for creating an order in the B2B scenario? __________________________________________________________________ __________________________________________________________________ 2-4 Use the fast order entry (without navigating through the catalog) to create an order for 10 Notebook Professional 15 (HT-1010) items. Enter the Description Notebooks Gr.## (## stands for your group number) Order the shopping basket and note the order number. Order Number: ___________________________ © SAP AG TCRM10 6-17

Solutions Unit: SAP CRM Web Channel Topic: E-Selling B2C Sho p 1-1 Start the B2C Web shop scenario. Access the Web Shops by following the link in your E-Mail of the marketing campaign (or use the link to access the Web shops B2C within transaction ZLINKS). Select the Web shop PC4YOU_EN (for the english version of the course) or the Web shop PC4YOU_DUS (for the german version of the course). Are special offers displayed in the shop? Yes, there are current offers (such as Flat Future, Notebook Professional 15) displayed in the Web shop. 1-2 Add one Notebook Professional 15 item to the shopping basket. Also search for the handheld Easy Hand V and add it to the shopping basket. Then navigate to the shopping basket. Add suitable accessories for your notebook (such as a leather bag) to the shopping basket. You can select the notebook from the special offers. You can find the handheld device using either the search field (Find product) or the navigation in the catalog (Computer → Handhelds). The leather bag is shown as an accessory in the shopping basket. 1-3 Go To Checkout and log on. The E-mail address for Sandra ##Turner is: CRM-##.TEST@SAPIDES.COM and the password is welcome. (Enter your group number instead of ##) Note: If you are asked to change the password enter welcome as the old password and assign a new password. © SAP AG TCRM10 6-19

1-4 Follow the procedure and order the shopping basket. Select the Invoice payment method, Continue and accept (select) the General Terms and Conditions. Close the order transaction by ordering (choose Order). Display print version of order and note the order number. 1-5 Check the status of this order Select My Account → My Orders → Open Orders => The status of the order is OPEN 1-6 Are any personal product recommendations displayed for you? Select Home → Get personalized recommendations No personal product recommendations are displayed. You first have to enter a profile and this profile must match a target group that was created for the product recommendations. 1-7 Enter a new profile with the following values: Area of usage: Internet User group: Beginner Pref. contact channel: E-Mail Select My Account → Personal Details → My Profile © SAP AG TCRM10 6-20

Solutions Unit: SAP CRM Web Channel Topic: E-Selling B2B Sho p 2-1 Logon to the Web shop of the B2B scenarios with: User ID: 233 Password: welcome Select the Web shop PC4BIZ_EN (for the english version of the course) or the Web shop PC4BIZ_DUS (for the german version of the course). Use transaction ZLINKS to select the B2B Web shop. 2-2 What transactions can you search for in the Web shop? E.g. orders, order items, quotations, quotation items, order template items, contracts, invoices 2-3 Which two options do you have for creating an order in the B2B scenario? a) You can navigate through the product catalog similar to the B2C scenario b) You can skip the catalog by using the fast order entry in the New transaction step. 2-4 Use the fast order entry (without navigating through the catalog) to create an order for 10 Notebook Professional 15 (HT-1010) items. Choose the link Create New Order within the New transaction block and enter 10 in the Quantity field and HT-1010 in the Product field. Enter the Description Notebooks Gr.## (## stands for your group number). Order the shopping basket and note the order number. © SAP AG TCRM10 6-21

!" # $% ! ! Explain the concept of SAP CRM Partner Channel Management, which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with end customers Describe the building blocks of SAP CRM Partner Channel Management, in particular with regard to the various user interfaces and functional areas Carry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal SAP AG 2008 © SAP AG TCRM10 7-3

% 3 Marketing manager 3 creates target group and SAP CRM marketing campaign Marketing SAP CRM 4 4 Web Channel Customer makes purchases in a Web shop SAP CRM SAP CRM Solution 5 5 Partner Channel Mgmt Channel manager creates lead; partner creates order SAPCRM Sales 6 6 Sales order is replicated in SAP Enterprise and delivery takes place Note: The numbers here refer to chapters SAP AG 2008 Our company also explores an indirect sales channel. As the Channel Manager, you access the Channel Manager Portal, create leads, and dispatch them to partners. As a partner, you access the Partner Portal, accept and qualify leads, and start the lead-to-order process. © SAP AG TCRM10 7-4

! ! ’ #& ! $ $ # Web Channel Extends web channel capabilities to partners Traditional CRM E-Commerce Extends CRM sales, service, and marketing capabilities to partners while being tightly integrated with direct processes Partner Partner channel channel PRM Enables relationship management processes management management Traditional and collaboration between brand owners and PRM their channel partners CRM SAP CRM SAP AG 2008 Channel partners are becoming increasingly important, because for many organizations, a growing percentage of their revenue is being driven or influenced by indirect partners. So to achieve corporate financial goals, organizations need to streamline their indirect channel operations and efficiently interact with their partners. Partner Channel Management is more than a point solution: • With Partner Channel Management web channel capabilities are made available for channel partners. • In addition, traditional CRM capabilities across sales, service, marketing and analytics have been extended out to partners. Partner Channel Management was first available in release SAP CRM 3.1. In release 4.0 industry specific solutions within Partner Channel Management has been integrated. Key functions performed by a channel: • Information flow: Outward information about the supplier’s offering and inward flow about customer’s needs • Logistics: Ensuring physical movement of supplier’s product to the end customer and vice-versa, if required • Value Added Services: Services that augment supplier’s products, e.g. financing, customization, after sales parts and services © SAP AG TCRM10 7-5

# ' Brand Owner Systems Integrator Reseller Wholesaler Distributor Agent Dealer Reseller End Customers Retailer SAP AG 2008 Reasons for companies (or brand owners) to use channel business models: With a network of channel partners, companies have greater influence geographically and by market segment. Companies can sell to partners or collaborate with partners to provide services to customers in different regions and industries. Companies can drastically lower their cost of sales and service by leveraging channel partners. Since brand owners do not employee partners or pay for their operations, the transaction costs for brand owners are much lower. Examples of channel structures: High tech: Manufacturers sell to distributors, original equipment manufacturers (OEMs), or large retailers. Distributors, in turn, sell to resellers or retailers. With a multi-level channel, manufacturers cannot inspect the businesses of end customers or even partners. Automotive Manufacturers or OEMs sell through dealers, independent dealers, and importers who, in turn, sell to end customers and provide services for them. Independent service centers also provide services to end customers. Telecommunications Telecommunications companies sell products and manage contracts through independent dealers and branches who, in turn, sell to end consumers and businesses and provide services for them. © SAP AG TCRM10 7-6

( # )' ## $ # ! $ ) Partner Management Channel Channel Marketing manager Channel Sales Partner Order Partner Management Channel Service Partner and Channel Analytics Partner Portal Customer SAP AG 2008 SAP CRM Partner Channel Management is a platform for organizations to effectively collaborate with and leverage channel partners to better market to, sell to and service customers. It helps organizations better manage partners, and enables partners to effectively serve their customers, resulting in a profitable and loyal partner channel. SAP’s Partner Channel Management solution is divided into 6 main business areas: Partner Management enables organizations to better recruit, ramp-up and manage channel partners throughout the entire partner lifecycle. Channel Marketing enables companies to better drive demand for products through channel partners and to engage in collaborative marketing and demand generation activities with their partners. With Channel Sales organizations can enable their partners to sell more of their products, more effectively and to optimize channel sales efforts. Channel Sales is providing SFA out to partners, including accounts, activities and opportunities. Partner Order Management optimizes online ordering processes for partners and enables organizations to incorporate partners into their eCommerce strategy and support collaborative selling across organizational boundaries – so this includes support for distributed order management scenarios. With Channel Service, companies can ensure consistent and timely service to end customers by delivering service and problem resolution capabilities to partners. Partner & Channel Analytics enables brand owners, as well as partner organizations, to gain insight into, analyze and act on channel business trends in order to build more profitable and successful business relationships. All of this functionality is delivered to partners via the partner portal and the brand owner’s channel employees through the channel manager portal. Partner Channel Management capabilities are fully integrated with the CRM WebClient framework. © SAP AG TCRM10 7-7

' # * ! % ( $ ! $ ( ) Channel Manager SAP AG 2008 The Channel Manager Role is used by the brand owner’s employees. The Channel Manager Role is the personalized, single point of entry used to manage channel partner relationships and channel partners, collaborate with channel partners, optimize channel operations, and monitor and analyze channel sales, service, and marketing performance. The channel manager is responsible for managing the partner base. Tasks include: • Planning transactions over indirect channels • Analyzing partner offerings and partner portfolios • Procuring and introducing new partners • Forwarding leads to appropriate partners • Monitoring subsequent transactions for leads • Monitoring and analyzing transactions over indirect channels • Selecting and creating content for partners • Defining products and services that various partners can sell © SAP AG TCRM10 7-8

' # * ! ## % * ) Channel Partners SAP AG 2008 The Partner Portal serves as a user interface for employees and partners (partners are companies that, for example, sell products for the brand owner and/or provide related services for the end-customer). The Partner Portal delivers a personalized, single point of entry to contact customers who are interested in the brand owner and the brand owners’ products. Partners are provided with the tools and information to more effectively sell to and do business with end customers. The Partner Portal supports self-service, relevant information, content, transactions, and analyses for partners. In general, two groups of employees access the Partner Portal: • Partner Managers A partner manager is responsible for marketing, sales and service of the brand owner’s products and services at the partner company. Responsibilities include managing leads and orders. The partner manager requires access to up-to-date information and analyses, and manages the customer relationship together with the brand owner. • Partner Employees A partner employee reports to the partner manager and focuses on daily business processes such as qualifying leads, accepting stock replenishment orders for customers, providing order statuses to customers, and finding solutions or logging service requirements for any problems encountered by end customers. © SAP AG TCRM10 7-9

' % +* % ! ! ( ! ) Provide an E-Commerce platform that your partners can use to handle sales to end customers. Collaborative Showroom Distributed Content & Catalog Management Distributed Order Management Hosted Order Management Hosted Partner Site Customer SAP AG 2008 Channel Commerce is a functional area of SAP CRM Channel Management that enables your company to: • Incorporate channel partners into E-Commerce processes • Provide channel partners with an E-Commerce platform to process customer sales • Facilitate a single, consistent face to the customer over the Internet • Collaborate with your partners to develop and maintain end-customer relationships Examples: • Collaborative Showroom The Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales and marketing of products and services. The customer has a single point of access to search for and purchase products from the entire partner network. • Distributed Order Management The Distributed Order Management function of SAP CRM allows brand owners to distribute orders to partners for fulfillment. © SAP AG TCRM10 7-10

Market Development Funds as part of Channel Marketing is a SAP CRM based set of applications which enables brand owners to increase the effectiveness of their channel marketing expenditures, by efficiently allocating the market development budgets to the channel partners and their marketing activities. Market Development Funds is integrated into: • SAP CRM Marketing • SAP CRM Partner Channel Mgmt • SAP CRM Funds Management • SAP CRM Claims Management • SAP CRM Billing • SAP Business Intelligence • SAP ERP (FI/CO) SAP AG 2008 The target of Channel Marketing Funds is to extend your marketing reach and multiply your marketing dollars by leveraging your Channel Partners. Channel Marketing Funds enables brand owners to more efficiently manage and distribute marketing funds to their channel partners and to increase the effectiveness of their channel marketing expenditures. Channel Marketing Funds are provided by Brand Owners (e.g. manufacturers) to their Channel Partners to execute marketing activities and to allocate funds to a specific geographical area or product (groups) to go the last mile to the customer who is often anonymous for the MDF program owner. Channel Marketing Funds are a resource available to Channel Partners (e.g. distributor, VAR, dealer) to fund demand generation activities that will increase sales and generate leads and business opportunities. Channel Marketing Funds are not sales incentives (like high class golf equipments) or promotions (like a special product discount). Funds are set up based on the underlying business plan per channel partner. It will develop over time based on the actual channel partner sales performance or it is based on a given fixed amount. A fund can be related to funded initiative templates to request funded initiatives. The funded initiatives themselves may include Trade Shows, Email Campaigns, Seminars, Advertising, Joint Collateral, etc. Upon prior approvals (funded initiative, claim), Channel Partners will receive specific reimbursement for the negotiated expenses associated with the specific initiative. © SAP AG TCRM10 7-11

, , -. & -+ -+ ' - + - 0 --'-1 2+ '-1 +/+ ' - Define co-marketing programs & activities Actual Partner Plan budget Performance for co-marketing Allocate funding Determine desired Request funding for to partners marketing activities specific activities Reserve funds based Approve activities / on planned activities requested budgets Accrue funds for Access tools and Execute partner performance download collaterals marketing activity Approve Submit proof of reimbursement performance & claim Update funds Trigger with payout amount partner payment Pay partner for Receive marketing activity payment SAP AG 2008 The Channel Marketing Funds process is a highly integrated End-to-end Co-Marketing process and consists of the following steps: • Channel manager sets up Funds Plan with Funds and MDF Program/Special Program with initiative templates • Channel manager manages fund budgets • Partner manager enrolls to the MDF program • Partner manager checks available funds • Partner manager creates initiative request (based on initiative template) • Channel manager manages initiative request approval • Partner executes approved initiative and creates claim request for reimbursement • Channel Manager manages claim approval and settles approved amount © SAP AG TCRM10 7-12

% 3 ! Explain the concept of SAP CRM Partner Channel Management, which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with end customers Describe the building blocks of SAP CRM Channel Management, in particular with regard to the various user interfaces and functional areas Carry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal SAP AG 2008 © SAP AG TCRM10 7-13

Exercises Unit: SAP CRM Partner Channel Management Topic: Lead Management (Channel Manager) At the conclusion of this exercise, you will be able to: • Create a lead as the Channel Manager • Distribute the lead to the appropriate partner You are in the role of the Channel Manager at the PC manufacturer PC4You. You have been informed that the customer Media Store is interested in 10 PCs. You want to pass on this information as a lead to your sales partner ED Systems. So you create a transaction of the type Lead. The lead contains all the important information on this business matter. In the next step you forward this lead to the partner ED Systems, who then contact the customer and further qualify the lead. 1 Channel Manager Role 1-1 Log onto the SAP CRM WebClient User Interface in the Business Role of a Channel Manager (CHM-CM). 1-2 Create a lead. (Hint: Sales Cycle → in the block Create select Leads) • Create a lead with the transaction type Lead Partner Portal • Enter the Description Lead for Group ## (## stands for your group number). • Enter the Prospect Media Store (partner ID 3271). • Enter 10 items of the product HT-1000. • Save the lead document 1-3 What is the transaction number (transaction ID) and the current status of the lead that you just created? __________________________________________________________________ © SAP AG TCRM10 7-15

1-4 Forward the lead to the ED Systems partner (partner ID 300864). Do not forget to save your document again. Note: Distribution should take place Manual Partner Selection. 1-5 What is the current status of the lead now? __________________________________________________________________ 1-6 You have sent the lead to ED Systems and you now want to know who the contact persons for ED Systems are. Who is the Partner Manager at ED Systems? Tip: Check the details for Partner ED Systems in Partners and Accounts area. __________________________________________________________________ 1-7 Log off in the function of the Channel Manager and close all browser windows and sessions. © SAP AG TCRM10 7-16

Exercises Unit: SAP CRM Partner Channel Management Topic: Lead Management (Partner Manager) At the conclusion of this exercise, you will be able to: • In the role of a PC4YOU partner (in this case Logan White), accept the lead Logan White is the sales representative at ED Systems, the reseller of PCs from PC4YOU. Logan White logs on directly to the system of PC4YOU. There he finds all the necessary information, including the lead previously created by you (in the role of a Channel Manager) and forwarded to ED Systems. 2 Partner Manager Role 2-1 Log onto the SAP CRM WebClient User Interface as Logan White (in the Business Role of a Partner Manager). Important hint: In this special case (because taking over the role of Logan White) in the pop-up SAP NetWeaver – SAP Web Applicaton Server log on with user WHITEL and password welcome (instead of CRM-##). This will lead you to the role and functions of Logan White as the Partner Manager at ED Systems. 2-2 In the Workflow Tasks within the Worklist of the navigation bar, look for the lead you just created and sent (Lead for group ##). 2-3 Read the description and branch to the details for the lead. To get to the details, you have to choose the hyperlink in the column Associated Business Object. 2-4 Go back to the Workflow Tasks and accept the lead. © SAP AG TCRM10 7-17

Exercises Optional: Unit: SAP CRM Partner Channel Management Topic: Collaborative Showroom At the conclusion of this exercise, you will be able to: • In the role of an end customer, place an order in the Web shop and select the partner(s) you want to deliver the products Within the collaborative showroom scenario, a Web shop order is assigned to a partner. The partner then performs the rest of the order processing. • Enter the Web shop as a consumer. • Fill the Web shop shopping basket and select a suitable partner. • Order the content of the shopping basket. 3 Collaborative Showroom 3-1 Enter the Collaborative Showroom via the link in transaction ZLINKS. 3-2 Browse through the shop catalog (or use the Special offers area) and buy the following two products. Add these to your shopping basket: • Notebook Basic 17 • Multi Print 3-3 Navigate to the shopping basket. 3-4 Search for a partner who is processing the order and choose the organization EuroCo. 3-5 Check the availability/prices of the desired items for the desired partner. Which product is not available in the range of the company EuroCo? __________________________________________________________________ © SAP AG TCRM10 7-19

3-6 Is this product available from other enterprises? Choose the organization that can provide the product at the earliest date. __________________________________________________________________ Select Lime Computers for the Multi Print so that different partners process the two order items. 3-7 Order the content of the shopping basket. For the registration you use the E-mail address of Sandra ##Turner CRM-##.TEST@SAPIDES.COM (## stands for your group number) with the password welcome, or you use the E-mail address that you entered in Unit 4 (exercise 3-1). 3-8 Perform the order transaction for each of the partners. Select the Invoice payment method and accept the General Terms and Conditions. Close the order transaction by ordering. 3-9 Check the order confirmation and note the two order numbers. __________________________________________________________________ 3-10 Switch to My Account and check the order status of both orders. __________________________________________________________________ 3-11 Log off. © SAP AG TCRM10 7-20

Solutions Unit: SAP CRM Partner Channel Management Topic: Lead Management (Channel Manager) 1 Channel Manager Role 1-1 Log onto the SAP CRM WebClient User Interface in the Business Role of a Channel Manager (CHM-CM). Select the Business Role CHM-CM out of the list. 1-2 Create a lead. (Hint: Sales Cycle → in the block Create select Leads) • Create a lead with the transaction type Lead Partner Portal • Enter the Description Lead for Group ## (## stands for your group number). • Enter the Prospect Media Store (partner ID 3271). Use the input help and search for the prospect Media Store (partner ID 3271) by entering Media* in the Name1 / Last Name field. Choose Search to start the search and then select and transfer the search result to your document. • Enter 10 items of the product HT-1000. On the Products assignment block, choose enter HT-1000 (Notebook Basic 15) in the Product ID field and 10 in the Quantity field. • Save the lead you created by choosing Save 1-3 What is the transaction number (transaction ID) and the current status of the lead that you just created? On the Details assignment block within the area General Data the Transaction ID is shown. The current status of the lead is shown within the Status area on the Details assignment block. The status Open can be seen in the Status field. © SAP AG TCRM10 7-21

1-4 Forward the lead to the ED Systems partner (partner ID 300864). Note: Distribution should be Manual Partner Selection. Do not forget to save your document again. Select Distribute in the Header area of the Lead overview screen. Choose the Method: Manual Partner Selection and use the input help in the Channel Partner field to search for ED Systems (partner ID 300864). You can find this by entering ED* in the Name field. Choose Search to start the search, then select and transfer the search result. Choose the button Update. Select the table row within the block Leads to Be Distributed and choose Save and Back. 1-5 What is the current status of the lead now? Status field: Dispatched to Partner 1-6 You have sent the lead to ED Systems and now you want to know what contact persons there are for ED Systems. Who is the Partner Manager at ED Systems? Tip: Check the details for Partner ED Systems in Partners and Accounts area. Partners & Accounts → within the block Search select Channel Partners and search for ED Systems. Select ED Systems out of the result list and branch to the Partner Contacts assignment block. => Diane Drake and Logan White are listed. Logan White is the Partner Manager. 1-7 Log off in the function of the Channel Manager and close all browser windows and sessions. © SAP AG TCRM10 7-22

Solutions Unit: SAP CRM Partner Channel Management Topic: Lead Management (Partner Manager) 2 Partner Manager Role 2-1 Log onto the SAP CRM WebClient User Interface as Logan White (in the Business Role of a Partner Manager). Important hint: In this special case (because taking over the role of Logan White) in the pop-up SAP NetWeaver – SAP Web Applicaton Server log on with user WHITEL and password welcome (instead of CRM-##). This will lead you to the role and functions of Logan White as the Partner Manager at ED Systems. 2-2 In the Workflow Tasks within the Worklist of the navigation bar, look for the lead you just created and sent (Lead for Group ##). Select Worklist in the navigation bar and branch to the Workflow Tasks assignment block. 2-3 Read the description and branch to the details for the lead. To get to the details, you have to choose the hyperlink in the column Associated Business Object. Choose the Associated Business Object Lead for Group ## by using the hyperlink.Details of the lead are then displayed. 2-4 Go back to the Workflow Tasks and accept the lead Choose Back. Accept the lead by selecting the hyperlink Accept Lead for group ## in the column Subject within the Workflow Tasks assignment block. Finally choose the button Execute Decision to accept the lead and also changing the status. © SAP AG TCRM10 7-23

Solutions Optional: Unit: SAP CRM Partner Channel Management Topic: Collaborative Showroom 3 Collaborative Showroom 3-1 Enter the Collaborative Showroom via the link in transaction ZLINKS. Select transaction ZLINKS out of your favorites and use the link for accessing the Collaborative Showroom. 3-2 Browse through the shop catalog (or use the Special Offers area) and add the following two products to the shopping basket: • Notebook Basic 17 • Multi Print Choose Add to Shopping Basket. 3-3 Navigate to the Shopping Basket. 3-4 Search for a partner who is processing the order and choose the organization EuroCo. Choose Store Locator and search by choosing All. Select Choose Partner for EuroCo. 3-5 Check the availability/prices of the desired items for the desired partner. Which product is not available in the range of the company EuroCo? The Multi Print is not part of EuroCo’s assortment. 3-6 Is this product available from other enterprises? Choose the organization that can provide the product at the earliest date. Yes, it is available from other organizations. To determine this, choose Find a new partner for this item from the Multi Print product line. On the next screen you see that the companies Lime Computers and Pacific Technology can deliver this product. Lime Computers can deliver the product faster. Choose Lime Computers for the Multi Print so that different partners process the two order items. © SAP AG TCRM10 7-25

3-7 Order the content of the shopping basket. To place an order, you have to log onto the Web shop. Choose Log on. For the registration you use the E-mail address of Sandra ##Turner CRM-##.TEST@SAPIDES.COM (## stands for your group number) with the password welcome, or you use the E-mail address that you entered in Unit 4 (exercise 3-1). Select the button Update first and then choose the button Go To Checkout. 3-8 Perform the order transaction for each of the partners. Select the Invoice payment method, choose Continue and accept (select) the General Terms and Conditions. Close the order transaction by ordering (choose Order). Repeat this procedure for the second item. 3-9 Check the order confirmation and note the two order numbers. Order numbers: 3-10 Switch to My Account and check the order status of both orders. The status for both orders is Open. Select My Orders. 3-11 Log off. © SAP AG TCRM10 7-26

!" # $ # % & ! ! List the business processes in SAP CRM Sales Describe different business objects, elements, and functions in SAP CRM Sales SAP AG 2008 © SAP AG TCRM10 8-3

3 Marketing manager creates target group and SAP CRM marketing campaign Marketing SAP CRM 4 4 Web Channel Customer makes purchases from the Web shop SAP CRM SAP CRM Solution 5 5 Partner Channel Mgmt Customer makes call Channel manager creates and IC Agent enters lead; partner creates 7 7 complaint order SAP CRM SAP CRM Sales 6 6 Interaction Center Sales order is replicated in the SAP ERP system and goods are delivered Note: The numbers here refer to chapters SAP AG 2008 As a sales representative for your company, you use the various tools for your accounts: You create an opportunity after having visited a customer, perform customer-related activities, and finally turn the opportunity into a quotation. As an employee responsible for shipment, you use the SAP ERP system to complete the delivery of orders placed using the various channels, such as the E-Commerce Web shop. © SAP AG TCRM10 8-4

'( Lead creation Customer and qualification retention Telephony Interaction Center Mobile Sales cycle Customer service Face-to-face Billing E-Selling Agreement Logistics execution SAP AG 2008 Closed-loop Interaction Cycle: Provides companies with an insight into the entire customer life cycle – from the moment a lead is identified, to planning necessary tasks and activities, providing a quotation, entering an order, and finalizing and managing the billing cycle and fulfillment process. 360 Degree Visibility: SAP CRM delivers an unrivalled, comprehensive view of each sales opportunity by providing complete information about prospects, customer histories, milestones, key decision- makers, tasks, activities, and progress. Multi-Channel Optimization: Gives sales team members (regardless of their role or location), partners, and customers immediate access to all critical information ensuring an integrated and consistent experience regardless of the channel used. Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility of critical back-office information for optimized front-office transactions. © SAP AG TCRM10 8-5

No one knows your accounts better than you with SAP CRM Quick and easy to find and display accounts Information about contact partners, companies, and relationships Different views of accounts, such as customers, contacts, consumers, or competitors 360°view of the account with all relevant information such as: Interaction history Activities Opportunities Sales, service, and marketing documents Financial and logistical data Printing of account overview Account fact sheet SAP AG 2008 Key Account and Contact Management functions of SAP CRM include: • Quick access to key account information, including overviews of critical relationships, sales documents such as quotations and contracts, and complete customer interaction histories including inbound and outbound calls, e-mail exchanges, written correspondence, on-site visits, meetings, and presentations. • A customizable fact sheet that provides important Key Performance Indicators (KPIs) Linking master data processing and integrating transaction data in Account Management provides an ideal basis for preparing targeted and customer-oriented visits. Account and Contract Management is particularly useful for sales employees or mangers who work with the system only occasionally to prepare or postprocess their customer visits. © SAP AG TCRM10 8-6

Deadlines Groupware Integration Partners Sales Employees Texts Contact Partners Managers Attachments Activities Questionnaire Transactions Quotation Opportunity Tour Planning and Activity Journal Activity Scheduling Customer Order SAP AG 2008 Activities can be divided into interactions (with reference to a business partner) and tasks. Key Activity Management functions of SAP CRM include: • Ability to schedule and manage simple and complex tasks • Ability to define and access customer activities, including all communication transactions, such as appointments, dates, telephone calls, e-mails, letters, and meetings • Seamless integration into all business transactions allowing basic functions to be used in each phase of the CRM process and sales cycle • An activity journal to record, update, and track critical customer information gathered from each customer interaction, including feedback on requirements, products, and services discussed. • Ability to integrate many different areas of data and create surveys. For example, pharmaceutical companies could use such surveys to track the batch and product numbers of free samples offered during customer visits. Retailers, on the other hand, could record the costs of campaigns and other details. • Two-way synchronization of SAP CRM activities and calendars with Microsoft Outlook or Lotus Notes, ensuring that sales employees can view their CRM calendars in third-party solutions as well. • Tour planning and activity scheduling can be used to select business partners and create activity proposals for them, which are immediately shown in the calendar. © SAP AG TCRM10 8-7

) & MS Outlook or Lotus Notes User: SAP CRM Application & '& * # ! & & ) & + ,* # ( - . '! $ Tasks Contacts Business Partners Groupware: Business Partner Addresses Link to Contact in SAP CRM SAP AG 2008 You can integrate SAP CRM Activity Management with groupware applications (such as Microsoft Outlook and Lotus Notes) to synchronize contacts and tasks in your SAP CRM calendar with your own groupware calendar. Data is exchanged in both directions, enabling you to call up activities and data (such as date, time, location and business partners involved) in your own office management system that you originally entered in the SAP CRM system (and vice versa). This allows you to work more quickly and effectively because you do not have to constantly refer to your CRM calendar or groupware calendar to check appointments and tasks. SAP CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino (Lotus notes), Release 5.0.3+. When you create or change an activity (contact or task) in SAP CRM Activity Management, it is saved in the database as a Messaging Business Document (Bdoc) and sent to Middleware. Middleware calls adapters and sends the activity to the map box. It is then converted to iCalendar format so that it is compatible with the 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. © SAP AG TCRM10 8-8

# Discovery Exchange of information Definition of requirements Opportunity Customer visit Development Solution development Test of benefits Pricing Demonstration/Presentation Quotation Negotiation Decision Persuasion Visit to reference customers Golf won lost Success/failure analysis No Order Order SAP AG 2008 An opportunity is a recognized possibility for a company, for example, to sell products or services. The opportunity allows you to view sales projects from the very start and track their progress. An opportunity goes through a sales cycle that is divided into various phases. In each phase, different activities are carried out. The sales process ends with a sales order, contract, or rejection. With the Opportunity Management functions of SAP CRM, sales employees can easily: • Plan sales strategies • Assign and manage critical tasks and activities • Identify key decision makers, influencers, and relationships • Monitor competitors • Promote team selling and sales coaching • Predict revenue • Create opportunity hierarchies to link related sales opportunities and projects • Manage complex sales projects more effectively by seamlessly integrating project and resource management capabilities © SAP AG TCRM10 8-9

# Sales Opportunity Assistant Plan Project Goals Buying Center Reporting/ Analysis Opportunity Assessment Freely Competitor Customizable Analysis SAP AG 2008 Key elements and functions of sales methodology in SAP CRM include: • A sales assistant feature, which companies can use to guide sales employees through a structured sales process. This function also supports sales employees in planning their sales activities. With the help of the sales assistant feature, companies can manage and monitor all sales opportunity activities and provide sales representatives with recommended activities and tasks to complete during each phase of the sales process. • A buying center, where users can enter information on people involved in customers’ decision- making processes, including endorsers, decision makers, users, assessors, and coaches. • An opportunity assessment tool, which provides sale representatives with checklists with which they can qualify projects and determine the probability of closing sales. • An opportunity plan, which provides a complete view into the current status and details of an opportunity. © SAP AG TCRM10 8-10

$ SAP AG 2008 Pipeline Performance Management (PPM) is an interactive application to plan quotas and manage pipeline activity and presents opportunity data in context with pipeline analytics to easily identify gaps and critical opportunities. Pipeline Performance Management helps sales managers and sales representatives to: • Analyze their sales pipeline • Identify gaps and critical opportunities • Identify and monitor opportunity changes in the pipeline • Simulate what-if scenarios • Immediately trigger the right actions to resolve issues and to meet their targets Pipeline Performance Management provides a great user experience by merging analytics and actions in one application. Four different chart types are offered: Target To Date View, Sales Pipeline View, Closing Date View and Sales Pipeline Change View For Pipeline Performance Management SAP Business Intelligence (SAP BI) is not required. © SAP AG TCRM10 8-11

Legally binding offer to deliver specific products or a selection of a certain amount of products in a specified timeframe at a pre-defined price. Sold-to Party: Miller Inc., Boston Status Flat Screen Monitor X-100 10 pc Quotation Laser Printer Z-230L 20 pc Quotation Workflow Actions Status (for example, sales call as (for example, "Completed" (for example, release) activity one week before if the validity end-date has end of validity period) been reached) SAP AG 2008 Basic elements and functions in Quotation Management include: • Information about Existing Quotation: When you create a new sales order, the system checks whether valid quotations for the customer and the products already exist. If there is only one quotation, the system can immediately assign it to the sales order. Alternatively, it can display a list of all relevant quotations. • Validity: Can be determined manually or by using a date profile at header and/or item level • Completion: A quotation is completed if the validity period expires (action), if the customer rejects it, or if its status is changed (for example, if the quotation is accepted). • Sales Probability: Determines how likely it is that a sales order will be initiated on the basis of the quotation. This is used to forecast sales (expected revenue). • Alternative Items: Items can be combined into groups. Only one item of the group can be transferred to an order. • ATP Check: Calculated according to quotation-specific ATP profile • Actions: Generate actions (for example, e-mails, workflows or follow-up documents) from application data in accordance with an action definition. • Distribution: Quotations that are created in SAP CRM can be transferred to SAP ERP. These quotations can then be converted into orders in SAP ERP but not in SAP CRM. Quotations managed in SAP ERP are distributed to SAP CRM for information purposes. An error-free quotation created in SAP CRM is copied to SAP CRM Mobile Sales. A quotation created in SAP CRM Mobile Sales is copied to SAP CRM. © SAP AG TCRM10 8-12

A request from the customer to the company to deliver a certain amount of products at a certain time or to provide services by a certain time. Sold-to Party: Miller Inc., Boston Delivery Date Flat Screen Monitor X-100 10 pc 06/20/2008 Laser Printer Z-230 20 pc 06/20/2008 Campaign Determination Integration Information (campaign-specific (exchange with about existing pricing) SAP ERP) quotation SAP AG 2008 Important functions in Customer Order Management include: • Execution of Credit Check: The SAP CRM system uses a Remote Function Call (RFC) to call SAP ERP or another system in which the credit check is performed. SAP CRM displays the overall credit status in the header, sets the credit status at item level, and enters corresponding messages in the application log. If the credit limit has been exceeded, further processing is prevented by the status "Credit Limit not OK". • Use of Payment Cards: You can define payment card data in the Business Partner master data and then easily enter it in the sales document. In a sales transaction for which payment is made with a payment card, the system carries out an authorization check with a clearing house. The settlement with the clearing house is executed in the ERP system. • Availability Check: The following options are supported: the availability check of products in SAP SCM; the rule-based availability check in SAP SCM; the availability check in SAP ERP; and product availability information in SAP SCM or SAP ERP. • Product Listing and Exclusion (PPRs): A partner/product range (PPR) is a combination of business partners and products that is valid in predefined scenarios for a specific time. • Explosion of Structured Products: Single-level explosion of structured products in sales transactions. © SAP AG TCRM10 8-13

Contracts are long-term agreements with customers that allow them to buy products under special conditions, such as lower prices or favorable terms of delivery. Sold-to Party: Miller Inc., Boston Quantity Value Flat Screen Monitor X-100 1000 pc 299,000 Laser Printer Z-230 759,000 Personal Computer PC-15 1000 pc 999,000 Actions Value/Quantity Integration (for example, follow-up Contract (exchange with activity when (on item level) SAP ERP) canceled) SAP AG 2008 Important elements of contracts include: • Authorized Partners: business partners, other than the original sold-to party, who may release products from a contract. You can create a list of individual, authorized partners, enter one or more group hierarchies, or use a combination of both. • Pricing Agreements: Can be defined at header or item level • Deadlines • Cancellation • Completion Rules Integration of contracts between SAP ERP and SAP CRM: • Contracts usually apply on a long-term basis. Customers who want to use SAP CRM as their main contract management system can transfer contracts from the SAP ERP system to the SAP CRM system. • You can execute an initial data transfer to replicate all existing SAP ERP contracts to SAP CRM. • New or changed contracts are then transferred automatically from the ERP system to the CRM system. • In this way you can display contracts from SAP ERP in the SAP CRM system and release products from these contracts. • Contracts are continually updated with the correct released quantities or values in both systems. © SAP AG TCRM10 8-14

, , Sales Order Sales Order Status Status Successfully distributed Successfully distributed Outbound Completely processed Completely processed Delivery Picking Picking Packing Packing Warehouse Mgt Warehouse Mgt Transport Transportation Transportation CRM Billing (optional) Billing SAP AG 2008 Even transactions with errors can be saved in the SAP CRM system and are available for further processing. Sales orders can be transferred to the SAP ERP system only if they have been processed completely and without error. From the distribution status of the transaction in the SAP CRM system, you can see whether the transaction is relevant for distribution and, if so, whether it was successfully distributed to SAP ERP. Once the delivery has been made in the SAP ERP system, you can check it by viewing the delivery status of the order in the SAP CRM system. After successful billing, the relevant billing status is set. © SAP AG TCRM10 8-15

/ $ # Alignment of individual goals with corporate strategy Increased employee productivity Corporate Objectives through transparency of potential and bonus payments Stronger commitment of talented employees to the organization Individual Goals / $ # 0 Reduction of payout errors (improving profitability) Low administrative costs through automation Commission data can be checked Sales costs can be viewed immediately SAP AG 2008 The Incentive and Commission Management (CRM-ICM) business scenario delivers an incentive management application, administration interface, and end-user interface. Planning administrators can use the application to create complex compensation plans and manage these after implementation. In this way, organizations can adapt incentive programs quickly and dynamically to the changing conditions of today's business environment. Sales staff can easily track their current performance and model potential commission from their sales pipelines. Being able to project the amount of commission themselves allows sales staff to identify the opportunities that ensure that both personal goals and corporate objectives are achieved. Offers an effective tool for efficient sales administration: • Commission can be calculated at a transaction level (a unique attribute of SAP’s solution). • Complex calculation schemes and various parameters can be taken into account when calculating incentives. • Centralizes processing of data from different operational areas, since Incentive and Commission Management can centralize all data related to incentive management especially in industries with multiple and heterogeneous legacy systems. • Up-to-date visibility of the compensation status at any time, both for the compensated work force (Sales Manager and Sales Representative) and for management. © SAP AG TCRM10 8-16

1 & ! List the business processes in SAP CRM Sales Describe different business objects, elements, and functions in SAP CRM Sales SAP AG 2008 © SAP AG TCRM10 8-17

Exercises Unit: SAP CRM Sales Topic: Creating Sales Transactions At the conclusion of this exercise, you will be able to: • Create various sales transactions You have a chance to sell notebooks to a customer and want to use the sales methodology to create a sales document of the type Opportunity. Later on, you want to convert this opportunity into a quotation. The quotation is accepted by your customer and results in a follow-up order. 1-1 Log on to the WebClient User Interface in the role of a Sales Professional and create various sales transactions. 1-1-1 Use the sales methodology (transaction type Sales Methodology) to create an opportunity. Enter the following data: Prospect: ##Turner Description: ##Opportunity Sales stage: Identify opportunity Exp. Sales Vol: 20,000 USD Closing Date: <End of year> (for example, 12/31/2008) Enter the product HT-1010 and the quantity 10. Press ENTER, save the opportunity, and note the transaction number. ____________________________________________________________ 1-1-2 Create a follow-up activity using the Sales Assistant. Open the opportunity that you just created and choose the Sales Assistant (via More in the header area of the screen). Mark and activate the action Gather Information on Customer. Save the opportunity. Go to the Planned Activities assignment block. Check that there is a task as a follow-up document. © SAP AG TCRM10 8-19

1-2 Create a quotation as a follow-up transaction for the opportunity. 1-2-1 Choose Create Follow-Up in the header area of the opportunity. Within the Web Page Dialog screen, choose transaction type Quotation ( - Order). On the Select Items – Web Page Dialog screen select the item and transfer it to the quotation. Save the quotation and note the transaction number. ____________________________________________________________ Go to the Transaction History assignment block and check the information concerning the preceding documents. 1-2-2 Check if the quotation has been transferred to the ERP system. ___________________________________________________________ 1-3 Now create an order as a follow-up transaction for the quotation. 1-3-1 Choose Create Follow-Up in the header area of the quotation. Within the Web Page Dialog screen, choose transaction type Telesales. On the Select Items – Web Page Dialog screen select the item and transfer it to the sales order. Save the order and note the transaction number. ____________________________________________________________ 1-3-2 Use the transaction history or the status overview to check that the order has been transferred to the ERP system. ___________________________________________________________ 1-3-3 Log off in the role of a sales professional. © SAP AG TCRM10 8-20

SalesSolutions Unit: SAP CRM Sales Topic: Creating Sales Transactions 1-1 Log on to the WebClient User Interface in the role of a Sales Professional and create various sales transactions. Log on to the WebClient User Interface and select the Business Role SALESPRO. 1-1-1 Use the sales methodology (transaction type Sales methodology) to create an opportunity. Within the navigation bar select Sales Cycle. Go to the hyperlink for creating an opportunity. In the Select Transaction Type –Web Page Dialog screen select transaction type Sales Methodology and enter the following data: Prospect: ##Turner Description: ##Opportunity Sales Stage: Identify opportunity Exp. Sales Vol: 20,000 USD Closing Date: <End of year> (for example, 12/31/2008) Enter the product HT-1010 and the quantity 10 in the Items assignment block. If a partner selection screen comes up select the first partner out of this list (mark the relevant partner and select Choose). Press ENTER, save the opportunity, and note the transaction number. 1-1-2 Create a follow-up activity using the Sales Assistant. Open the opportunity that you just created and choose the Sales Assistant (via More in the header area of the screen). Select More Sales Assistant in the header area of the opportunity. Mark and activate the action Gather Information on Customer. Mark the entry for Gather Information on Customer and choose Activiate in the header area of this block. Select Back to branch to the opportunity overview screen again. Save the opportunity. © SAP AG TCRM10 8-21

Go to the Planned Activities assignment block. Branch to the Planned Activites assignment block and open this block by clicking on the text. Check that there is a task as a follow-up document. Your just created task (out of the sales assistant) should appear. 1-2 Create a quotation as a follow-up transaction for the opportunity. 1-2-1 Choose Create Follow-Up in the header area of the opportunity. Within the Web Page Dialog screen, choose transaction type Quotation ( - Order). On the Select Items – Web Page Dialog screen select the item and transfer it to the quotation. Mark the entry out of the list and select Choose. Save the quotation and note the transaction number. Go to the Transaction History assignment block and check the information concerning the preceding documents. Branch to the Interactin History assignment block and show the interaction history by clicking on the text. The opportunity appears as a preceding document in the history. 1-2-2 Check if the quotation has been transferred to the ERP system Answer: No, quotations that were created in SAP CRM are not transferred to the ERP system by default. 1-3 Now create an order as a follow-up transaction for the quotation. 1-3-1 Choose Create Follow-Up in the header area of the quotation. Within the Web Page Dialog screen, choose transaction type Telesales. On the Select Items – Web Page Dialog screen select the item and transfer it to the sales order. Mark the entry out of the list and select Choose. Save the order and note the transaction number. 1-3-2 Use the transaction history or the status overview to check that the order has been transferred to the ERP system. Answer: Yes, the order created in SAP CRM is transferred as a replicated document to the ERP system and is available there for further logistical processing (such as delivery, picking, or goods issue). 1-3-3 Log off in the role of a sales professional. © SAP AG TCRM10 8-22

! " #$ % Explain the Interaction Center framework and components Process incoming calls using the knowledge search in the Interaction Center Describe the functions of Interaction Center Management SAP AG 2008 © SAP AG TCRM10 9-3

!$ 3 Marketing manager 3 creates target group and SAP CRM marketing campaign Marketing SAP CRM 4 4 Web Channel Customer makes purchases SAP CRM in a Web shop Solution 5 5 SAP CRM Partner Channel Mgmt Customer calls Channel manager Interaction Center creates lead; partner SAP CRM 7 7 creates order 8 8 Service SAP CRM SAP CRM Sales 6 6 Technical customer-service Interaction Center representative creates the Sales order is replicated in SAP Enterprise service order and assigns a and delivery takes place service employee SAP AG 2008 Note: The numbers here refer to chapters As an Interaction Center Agent, you receive an incoming phone call from a Web shop customer who is having problems with his notebook that was delivered. In a first step you use the knowledge search to propose a solution for the customer. If necessary, you create a service ticket and arrange an appointment for the customer with one of our service representatives. In addition, you work on a call list as part of a marketing campaign. © SAP AG TCRM10 9-4

& $ ! Account Scratch info Alerts Communication pad information Tool bar System messages Navigation bar Work area Broadcast messages SAP AG 2008 The scratch pad allows agents to write down notes that can be added to the business documents at any time. Account information shows the most relevant information about the current interaction, such as the customer’s name and company. The alerts generated by the alert modeler are displayed for the agents (for example, automatic suggestions or reminders). Communication information shows information from the Communication Management Software, such as talk time, automatic number identification, agent status, and queue status. The tool bar contains pushbuttons for the telephony functions. In the work area, you can process business transactions (such as sales and service orders), start call lists and interactive scripts, or perform a detailed search for business partners, products, and transactions in the customer's interaction history. The navigation area enables agents to start transactions and navigate between different screens. © SAP AG TCRM10 9-5

" IC Work Centers: Functions Sales, Service, Marketing Telephone Integration E-Mail Integration …….. Configuration of work center IC Work Center: Individual Configuration for: The entire call center Groups of agents Individual positions SAP AG 2008 The Interaction Center supports all the CRM strategies, such as: • Sales: processing of sales transactions, opportunities, product proposals • Service: E-mail processing and workflow, solution database, service transactions • Marketing: campaigns, call lists, product proposals The Interaction Center also supports communication over a number of communication channels: • Telephone: incoming and outgoing calls, routing, call lists, CTI (Computer Telephony Integration) connection • E-mail, fax, SMS You can control which of these functions are used by individual agents, agent groups, or entire call centers by assigning individually configured profiles. © SAP AG TCRM10 9-6

' # # ! Telemarketing Script Call List Survey x Lead Select x Qualified! Telesales Product Proposals and Recommendations CRM & ERP Sales Order Teleservice Solution Search ! ? Complaints Complaints Service Service Ticket Ticket SAP AG 2008 In telemarketing, marketing campaigns are carried out by coordinating call lists and scripts with agents and outbound dialers. Scripts and surveys are used to guide agents through interaction with business partners. The qualification of leads is also supported. Telesales includes processing both incoming and outgoing orders. This is supported by product suggestions, such as Top-n Products and Cross-Selling. Customer Service enables help desks to manage cases and complaints for customer service & support situations. The SAP CRM Interaction Center provides a complete range of service functions for processing customer requests. • The knowledge search helps agents to find a solution and forward it to customers by phone, E-mail, or chat. • Complaints and service orders also include the warranty search. Complaint management allows you to trigger follow-up actions like return processing and in-house repair, subsequent deliveries free of charge, and credit memos. • Agents can check entitlements, understand what products and services the customer has, and schedule appointments based on time preferences of the customer, and the qualifications and availability of service representatives. © SAP AG TCRM10 9-7

( % ! Problem description received From: customer@help.com To: service@service.com ) Text: ? ? Search using text ? + - - - Extend Answer with solution - - search using attributes and From: service@service.com + + categories To: customer@help.com - Text: ! ! Solution SAP AG 2008 The Knowledge Search uses the problem description given by the customer by phone, fax, E-mail, or chat. This text is then used to search for suitable solutions that can be passed on to the customer. The knowledge search can also be used by customers and field sales representatives, and as an Internet self- service. To illustrate the knowledge search, this slide uses a customer inquiry that is e-mailed to the Interaction Center. • The knowledge search uses the entire text of the E-mail. The agent can optimize the search by reducing the text to the relevant parts. The text is automatically matched with the problems saved in the database. The text search also contains a phonetic search. • The agent can enhance or restrict the range of the text search by assigning the problem to predefined categories. An unlimited number of categories and attributes can be freely defined as a hierarchical system. • Solutions are assigned to the problems determined in the database. Consequently, the agent receives a list of search results containing symptoms and solutions ordered by their relevancy to the texts and attributes. • The agent selects one or more solution proposals, copies them, and inserts them in the E-mail reply to the customer. • Feedback from the customer and/or agent is used to continually optimize the search for a solution. © SAP AG TCRM10 9-8

' Agent Guidance Sales Script transaction Interaction Center Manager ERMS Interaction Center Manager Call List Management Intent-Driven Interaction (IDI) SAP AG 2008 The main task of the Interaction Center Management is to guide the Interaction Center Agents. This is supported by the following components: Interactive Scripting is a function in the Interaction Center that allows managers to design step-by-step scripts and allows agents to execute these scripts whenever they need guidance during customer interactions. Agents use these scripts to guide them through each step of a customer contact and enter the customer's responses in the script. The customer's response dictates the next step that the script displays. These steps may include questions with predefined answers, business transactions, Web documents, or other activities within the IC. Interactive scripting makes agents' interactions with customers more consistent, which in turn improves the quality of a company's customer interactions. E-Mail Response Management System (ERMS) is a tool for managing large amounts of incoming e- mail. Instead of routing all incoming e-mails into one queue, ERMS provides services for automatically processing and organizing incoming e-mail. There are several automated activities that reduce the need for manual intervention by interaction center agents, thus substantially increasing efficiency and processing accuracy, by helping agents to process e-mail in less time and allowing them to provide the same quality response regardless of agent skill level. ERMS provides tools for agents to efficiently and consistently respond to messages, and for managers to administer, monitor, and report on the whole e- mail process. SAP delivers preconfigured ERMS settings and functions that you can extend using custom coding. Intent-Driven Interaction (IDI) supports rule-based agent guidance and ensures that customer interactions are handled according to corporate standards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible IC events. © SAP AG TCRM10 9-9

Call up script manually or automatically For example, Script sales transaction Answer: yes Question: A Answer: no Call up functions Hello ... Answer: X Question: B Thank you and good-bye Answer: Y Evaluation SAP AG 2008 Interactive scripting helps the agents in their communication with business partners. Agents can select and call these scripts manually. Scripts can also be linked to marketing campaigns so that when calls are made in connection with a certain campaign, the script opens automatically. Scripts can also be launched automatically driven by events. The script provides question and answer alternatives, which the agents can use during their conversations with the customer. The script can call up specific transactions, depending on the customer's answer. Thus the script can, for example, branch to the processing of sales orders. The conversation is saved as a history. This enables the agent to access information on the customer's previous answers during the conversation. The conversations can also be evaluated statically and used by Marketing to distribute the business partners to target groups. © SAP AG TCRM10 9-10

*) +) , Events Rule Modeler Actions (condition-based) Alerts Script Automatic Navigation SAP AG 2008 Intent-Driven Interaction (IDI) ensures that customer interactions are handled according to corporate standards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible Interaction Center events. First of all Interaction Center Events have to be defined in Customizing (based on User Interface elements like buttons and Drop Down List boxes). Within the Rule Modeler in a second step Business Roles and IC events have to be assigned to a rule policy. Business Rules are created by using Conditions and Actions. In the Alert Editor new alerts with text variables and navigation options can be designed. © SAP AG TCRM10 9-11

& Create Process Assign Monitor call list call list call list call list List context Manual list Calling hours Call center Open Periodic calls Business partners Agent teams In processing Campaign Scripts, ... Agent positions Finished SAP AG 2008 Before a call list is used in the Interaction Center, it has to be activated and assigned to groups of agents in call list management. Call lists can also be processed in call list management: • Individual calls can be removed from, added to, or moved to other lists manually. • Synchronizing call lists means that the agent can specify the time frame and, in addition to the main business partners, select the appropriate contact persons. When processing the call list, the agent can then choose whether to call the main business partner or one of the contact persons (context menu). • Scripts can be assigned to the call lists. • Call lists that have been created separately can be assigned to each other. The call lists are then assigned to the relevant organizational units, positions, or even individual users for processing. You can monitor the processing of the call lists using different key figures (size of the call list, number of open and completed calls, and so on). The call finally needs to be activated. © SAP AG TCRM10 9-12

) ! Provides the IC Manager with Interaction Center statistics in real time (status of current processes) Identifies sudden trends or potential emergencies Displays agent volume and activity statistics SAP AG 2008 In the Dashboard you can display the following: • The number of active agents per channel • Overall status of each of the queues in the Interaction Center • Three overview key figures of your choice, such as call volume, average handling time and average speed of answer • Alerts (either as texts or symbols) that inform you if the threshold values you configured have been exceeded or not reached Apart from the information shown in the overview, this iView also displays detailed information for every single agent in the team. For example: • The queue in which the agent is currently working • Status of the respective interaction, such as wrap-up, ready or active • The time for which the agent was active in the current channel • Three agent-level key figures of your choice, such as interactions handled today, average handling time and average speed of answer When you place the mouse pointer on an agent’s name, the three key figures you have defined appear for that agent. © SAP AG TCRM10 9-13

$ - % Explain the Interaction Center framework and components Process incoming calls using the knowledge search in the Interaction Center Describe the functions of Interaction Center Management SAP AG 2008 © SAP AG TCRM10 9-14

Exercises Unit: SAP CRM Interaction Center Topic: IC WebClient - Service At the conclusion of this exercise, you will be able to: • Process an incoming telephone call in the Interaction Center Web Client A business partner calls the Interaction Center because he is having problems with a notebook that he bought a few days before on the Internet. You use the information search to find a solution to the customer's problem. 1 Incoming call for a service problem in the Interaction Center 1-1 Start the Interaction Center. Log on to the WebClient User Interface in the role of an Interaction Center agent. Select the Business Role Z_IDES_AGENT. 1-2 A call arrives from the business partner ##Turner. 1-2-1 Select Account Identification in the navigation bar. 1-2-2 Enter ##Turner in the Account field and press ENTER (or choose Search Account). Optional: You can also search the account by entering the Transaction ID of the sales order created in the Web Channel. 1-2-3 Confirm the identified business partner. The interaction history will be displayed automatically. © SAP AG TCRM10 9-15

1-3 The business partner ordered a notebook on the Internet a few days ago. ##Turner tells you that the notebook sometimes output the error Error message 190 for no reason and then shut down. Use the knowledge search to find a solution to the customer's problem. 1-3-1 Select Knowledge Search in the navigation bar. 1-3-2 Enter Error message 190 in the field for the search terms and choose Search. The search result is displayed on the right side of the screen. The first solution assumes that the battery is empty and suggests connecting the notebook to the mains supply. ##Turner wants to try this solution and call back if it does not solve the problem. 1-4 The phone call with Sandra Turner is now finished, but now you want to document the incoming call and the suggested solution. 1-4-1 Set the indicator for the solution and choose Add to Cart. 1-4-2 Select Interaction Record in the navigation bar. In the Activity clipboard of the contact data, you can see the business partner and the solution you suggested to her. 1-4-3 Enter the following data in the contact data: Description: Notebook problem ##Turner Notes: Customer will test suggested solution and call back if it does not solve the problem. 1-4-4 Now you can select End (function button at the top of the screen). In this way you save the incoming call as an interaction data record and the suggested solution is stored in the interaction data overview. If the customer calls again because of the same problem, every agent can find the call and the suggested solution already recorded in the customer’s interaction history. © SAP AG TCRM10 9-16

2-1 Your customer calls again in the Interaction Center because the suggested solution has not solved the problem. So as an Interaction Center agent you prepare a service process for the repair of the notebook. 2-1-1 Another call arrives from your business partner ##Turner. Identify the account again and look at the interaction history to allocate the information regarding the suggested solution from the call before. 2-1-2 Because the suggested solution has not solved the problem of ##Turner in the next step as the Interaction Center agent you create a Service Process. To categorize the problem select Personal Computer in the Category 1 field. Additionally enter Service ##Turner as description for this transaction. 2-1-3 In the Notes assignment block maintain the following text as Problem Description: Notebook HT-1010. 2-1-4 Save the Service Process and note the transaction number. End the call and close your Interaction Center Business role. ____________________________________________________________ © SAP AG TCRM10 9-17

Solutions Unit: SAP CRM Interaction Center Topic: IC WebClient - Service 1 Incoming call for a service problem in the Interaction Center 1-1 Start the Interaction Center. Log on to the WebClient User Interface in the role of an Interaction Center agent. Select the Business Role Z_IDES_AGENT. 1-2 A call arrives from the business partner ##Turner. 1-2-1 Select Account Identification in the navigation bar. 1-2-2 Enter ##Turner in the Account field and press ENTER (or choose Search Account). Optional: You can also search the account by entering the Transaction ID of the sales order created in the Web Channel. 1-2-3 Confirm the identified business partner. The interaction history will be displayed automatically. Select the button Confirm. The last interactions of your business partner will be displayed. 1-3 The business partner ordered a notebook on the Internet a few days ago. ##Turner tells you that the notebook sometimes output the error Error message 190 for no reason and then shut down. First search for the sales document in the contact history of the customer. Use the knowledge search to find a solution to the customer's problem. 1-3-1 Select Knowledge Search in the navigation bar. 1-3-2 Enter Error message 190 in the field Search Terms and choose Search. The search result is displayed on the right side of the screen. The first solution assumes that the battery is empty and suggests connecting the notebook to the mains supply. ##Turner wants to try this solution and call back if it does not solve the problem. © SAP AG TCRM10 9-19

1-4 The phone call with Sandra Turner is now finished, but now you want to document the incoming call and the suggested solution. 1-4-1 Set the indicator for the solution and choose Add to Cart. 1-4-2 Select Interaction Record in the navigation bar. In the Activity clipboard of the contact data, you can see the business partner and the solution you suggested to her. 1-4-3 Enter the following data in the contact data: Description: Notebook problem ##Turner Notes: Customer will test suggested solution and call back if it does not solve the problem. 1-4-4 Now you can select End (function button at the top of the screen). This way the incoming phone call is saved and the solution will be stored in the activity clipboard of the interaction record. If the customer calls again because of the same problem, every agent can find the call and the suggested solution already recorded in the customer’s interaction history. 2-1 Your customer calls again in the Interaction Center because the suggested solution has not solved the problem. So as an Interaction Center agent you prepare a service process for the repair of the notebook. 2-1-1 Another call arrives from your business partner ##Turner. Identify the account again and look at the interaction history to allocate the information regarding the suggested solution from the call before. Enter ##Turner in the Account field and press ENTER (or choose Search Account). Select Confirm. Check the Last Interactions. Your previously created interaction record (Notebook problem ##Turner) should be displayed. 2-1-2 Because the suggested solution has not solved the problem of ##Turner in the next step as the Interaction Center agent you create a Service Process. To categorize the problem select Personal Computer in the Category 1 field. Additionally enter Service ##Turner as description for this transaction. Select Service Tickets in the Navigation bar and choose Service Process as transaction type. Enter Service ##Turner in the field Description and select Personal Computer out of the list in the Category 1 field. © SAP AG TCRM10 9-20

2-1-3 In the Notes assignment block maintain the following text as Problem Description: Notebook HT-1010. Branch to the Notes assignment block and maintain the text. 2-1-4 Save the Service Process and note the transaction number. End the call and close your Interaction Center Business role. Select Save to save your Service Process and choose End in the top of the screen. Close the browser window to end your task as an Interaction Center agent. © SAP AG TCRM10 9-21

! " #$ SAP AG 2008 © SAP AG TCRM10 10-2

% & % !' ( Explain the business processes in SAP CRM Service Describe various business objects, elements, and functions in SAP CRM Service SAP AG 2008 © SAP AG TCRM10 10-3

' 3 Marketing manager 3 creates target group and SAP CRM marketing campaign Marketing SAP CRM 4 4 Web Channel Customer makes purchases 9 9 SAP CRM in a Web shop SAP CRM Solution mySAP CRM Service employee Field Appl. provides solution 5 5 Partner Channel Mgmt to customer's problem Customer calls Channel manager Interaction Center creates lead; partner SAP CRM 7 7 creates order 8 8 Service SAP CRM SAP CRM Sales 6 6 Interaction Service representative Center creates the service order and Sales order is replicated in SAP Enterprise assigns service employees and goods are delivered Note: The numbers here refer to chapters SAP AG 2008 As a service representative, you create a service order or receive the order from the Interaction Center agent. You then use the resource planner to assign a service employee. The service order is replicated on the laptop of the assigned service employee. After the service employee has carried out the work and confirmed the service order, you, as the billing agent, create a billing document. © SAP AG TCRM10 10-4

Sold-to Party: 3271 Client Server Installation xyz Status: Operating Contact person: Hans Bosch Application server 01 Address: Industry St. 16, Walldorf Motherboard RAM Hard disk 40GB Identification: HD-98765 Unix Contact person: Paul Winter Application server 02 Address: Rhein St. 132, Mannheim Motherboard RAM Hard disk 50GB Identification: HD-43210 Windows NT Installation Product ... Product components Text item ... Text components Installation ... Individual object Individual object ... SAP AG 2008 Installation Management is used to model objects installed for your customers (for example, devices, machines, or software) so that you can offer services for them. It can also be used to manage objects that are used internally. In business processes, an installation can be addressed as a whole unit or you can refer to individual components (installed base components). The set of installed objects at the customer’s site can be used, for example: • To determine the exact object for which a problem has been reported • To provide the representative with information about which object is affected and the parts that it comprises • To document changes made to objects Installation data is not only used for individual service processes with the customer, but it also represents the basis for additional evaluations such as: • Activities covered by service contracts or Statistics Use the download function of the bidirectional replication to transfer equipment from SAP ERP Customer Service (CS) into SAP Customer Relationship Management (SAP CRM). The pieces of equipment are represented in SAP CRM as objects of an installed base. The upload function ensures that regardless of the system in which a change was made, the data remains consistent in both systems automatically. © SAP AG TCRM10 10-5

A unique instance of a product that exists only once Relationships with: Account Reference Product Structure of an Object Counter Warranties SAP AG 2008 An object is a globally unique tangible or intangible object that a company sells or provides services for. It is often a specific single unit derived from a product. Unlike a product, however, an object can be uniquely identified. This means that although there may be similar objects, at least one attribute describing the object is different. This is generally its identification. A car, for example, has its own specific number plate. Objects constitute unique entities and serve as a central reference for business transactions between a company and another party. They can be objects a company sells or provides services for. A supplier of electricity, for example, can describe the location to which electricity is delivered using objects such as “building” and “apartment”. Objects are integrated in the product master and provide you with the tools to create the data you require on the objects used in your business processes and track their use within these processes. The product master provides a central source from which object-specific data can be retrieved. Object data includes the information required for specific business processes (such as customer inquiries, sales orders, service processes, contracts), and other basic data that essentially describes and categorizes the object. It is possible to transfer serial numbers from SAP ERP Customer Service to SAP CRM. Data transfer is triggered in SAP CRM and performed by CRM Middleware. © SAP AG TCRM10 10-6

) '* Service Contract Service Level Agreements Object List Service profile: 7 x 24 Installation Response profile: within 4 hrs Component Product Cancellation Rule-based follow-up Deadlines action Validity start date Validity end date Price Agreements 100% discount on spare parts Billing Plan – CRM Billing EUR 100 each month Product List Services Spare Parts CO and BW integration SAP AG 2008 Service contracts are long-term agreements between companies and customers. A service contract guarantees customer specific services within specific tolerance limits of given parameters, such as within a specified time period. The guaranteed services are represented as service products (such as maintenance, hotline), which are defined in the individual contract items. They can be of type Value or Quantity. Processing service orders relating to the service contract at item level is controlled by Service Level Agreements (SLAs). SLAs are monitored by actions. Objects that have a service entitlement are contained in the object list. The list can contain products, individual objects, installed bases, or installed base components. Valid service contracts are checked automatically when service and repair orders are processed. CRM Billing is used to bill a service contract. A billing request is generated from contract items according to a billing plan. Analysis of the adherence to the SLA: • Determining the level of adherence to the fulfillment deadlines defined in the SLAs • Overview of delayed and punctual services • Monitoring the adherence to deadlines for services and data provision for quality analysis in service organizations A service contract quotation can be a preceding document to a service contract. © SAP AG TCRM10 10-7

Service Interval Service Order Installed Base Templates Object )% + )% + )% + Service Plan Quotation Order Activity , ' Time or Time or Counter Counter Small Large Small Large Inspection Inspection Inspection Inspection Inspection Inspection SAP AG 2008 Definition of a Service Plan: • Functional enhancement to the service contract. In the service plan, services and follow-up transactions that are to be carried out regularly are entered, and service intervals and planned dates are calculated and monitored. • Using scheduling based on time intervals or counter readings, the service plan creates maintenance call objects such as a service order or a quotation. • To model a service plan in the service contract, create a service plan item at item level. Usage of a Service Plan: • You can use a service plan to plan and organize periodic services that should be provided regularly at certain intervals (for example, regular maintenance or providing quotations). • Service plans help you to save costs incurred by unforeseen losses, improve your service planning and the transparency of these services, and plan resources such as personnel or material more efficiently. © SAP AG TCRM10 10-8

Create and submit a Accept quotation quotation Create a request 2 2 3 1 1 Convert the Create billing quotation into a document customer & service order perform analyses 4 4 8 8 Schedule and Perform optimize Approve assignment, confirmation, assignments enter calculate costs confirmation 5 5 7 7 6 6 SAP AG 2008 The customer reacts to a marketing campaign and requests a quotation for a range of products and services. The service representative creates a quotation for the products and services requested and communicates this to the customer by phone or E-mail. The customer accepts the quotation. The service representative converts the quotation into a service order and releases it. The resource planner assigns field service tasks to one or more of the field service representatives. The field service representative carries out the work for the customer and confirms the time, material consumption, and so on. The service manager checks and approves the confirmation data and decides which costs should be billed to the customer. The service manager triggers billing for the customer and analyzes the complete service-order processing cycle. © SAP AG TCRM10 10-9

Service Order Account Service Reference Object Confirmation Service Technician Billing Service Part Reference Object Document Account/Payer Sales Service Expense Service Part Service Tool Expense Service Part Tool Expense Resource Planning Tool SAP AG 2008 You use service orders to record the details of a one-off service agreed upon by a service provider and a service recipient. Service orders contain all the information needed to plan, execute, and bill for a service. SAP CRM service orders are not replicated to SAP EPR Customer Service (CS). If needed, service orders can contain several different types of items (service item; service part item, sales item, expense item and tool item). Service order items can provide demands for the resource planning application (RPA). You can use the service confirmation transaction to report working time, service parts, expenses, and tools used while performing a service. A service confirmation can be created as a follow-up transaction with reference to a service order or without any reference. You can use the billing functions in SAP CRM to perform billing for several business transactions: • Service orders, Service contracts, Service confirmations, Complaints (creation of credit/debit memos), Entitlements, Warranty claims, Billing requests, Sales orders, Deliveries relating to sales orders and Sales contract release orders. CRM Billing can transfer data to Accounts receivable, Contract accounting, Overhead cost controlling, Profitability analysis and Profit center analysis. © SAP AG TCRM10 10-10

Service employees and their availabilities (Resources) New sceen shot Service Order Items (Demands) Assignments SAP AG 2008 You use service resource planning to execute service order-based scheduling or project-based scheduling with a number of resources. You can do the following: • Make employees (internal) and service providers (external) available, by entering service arrangements as resources for service resource planning. In service arrangements, you define availability, skills, job functions, and service areas, for example. • Determine and schedule resources: You determine the resources that are most suitable for service order demands or project role demands, and create corresponding assignments. You can use service resource planning to comply with determined SLA dates, respond to critical situations, and improve resource utilization. Once you assign the required resource to a job, you can notify the resource using the following channels: • Groupware • Only internal employees can use notification via Groupware. • Channels such as telephone, text message, or e-mail • SAP CRM Mobile Service: Notification using SAP CRM Mobile Service is only available for service order-based resource planning. Service resource planning requires the WFD Server 2.0 add-on. © SAP AG TCRM10 10-11

– * Planed Costs Service Order Planned Revenue CO-Object Account ts C os Reference Object al tu Ac Reservation o. Service Item Purchase Requisition Purchase Order Service Part Item ue en Service Confirmation ev R al tu Technician/Employee Ac Time Sheet Service Item (CATS) Service Part Item Goods Issue - Plant/storage location - Customer consignment Billing Document Accounting - Technician consignment Documents Service Item Service Part Item SAP AG 2008 SAP CRM service orders and follow-up documents are highly integrated with SAP ERP. Integration covers: • Logistics integration: SAP CRM service transaction can trigger material reservations, procurement documents as well as the posting of goods issues in SAP ERP. • Controlling integration: SAP CRM service transactions can trigger the posting of costs and revenues in SAP ERP. • Time sheet (CATS) integration: SAP CRM service confirmations can trigger the transfer of working hours to Payroll. • Accounting integration: SCRM Billing documents for example can generate open items in accounts receivable accounting. • Optional: Billing integration: SAP CRM service transactions like service orders, service confirmations and service contracts can trigger debit memo requests automatically in SAP ERP. © SAP AG TCRM10 10-12

& )% + $ ( + )% + Flat rate in line with the Periodically, in line Service contract item price agreements with contract requirements in the contract Contract-based? After the sold-to-party Flat rate has placed the order in line with service (operation entered) Service operation item and price agreements in operation Operation-based? After the operation has been completed and released Resource- for billing based in line with services provided and price After the confirmation has Confirmation item agreements been released for in the confirmation for billing Release for Billing SAP AG 2008 Standard CRM Service processes are integrated with CRM Billing functions. Customer invoices are created in the billing section of SAP CRM. One or more billing due list items are transferred to a billing document. You can also create the billing document with reference to the delivery or to the sales order. It is also possible to create billing documents with reference to contracts. You enter the relevant settings in Customizing. The delivery-related billing is described in the following. • You create a billing document in SAP CRM: The item type in SAP CRM has an indicator for billing in SAP CRM. • You send the invoice to the customer. You can send the invoice to the customer in electronic form or as a printout. • You release the billing document for transfer to SAP ERP Financials. The data can also be transferred automatically by the system to SAP ERP Financials. The system posts the accounting document in SAP ERP. © SAP AG TCRM10 10-13

Subitems Returns COMPLAINTS: requisition With or without reference to a Spare part * product sold or a service provided delivery Complaint Standard actions provided: credit item Credit/Debit memo, debit memo, replacement memo requisit. delivery, returns request Customer-spec. actions Task Subitems RETURNS: * Spare part With reference to a product sold delivery Return item automatically Credit/Debit Returns memo requisit. triggers the creation item of a returns request in SAP ERP Customer-spec. SD actions Task SAP AG 2008 Reference document: You can create a complaint/return with or without reference to a CRM document, for example, a sales order, service order, or billing document. You can create a reference to any document that exists in an integrated system - for example, to billing or delivery documents in SAP ERP. The items selected are transferred from the reference document on the basis of certain copying rules defined in the complaint/returns document. You can provide additional information for an existing complaint document by creating a reference to one or more other documents. You can also create a reference at item level. Reference object: In complaints and returns, you can provide additional information about the product or service that is the object of the complaint by referring to objects at header or item level. You can enter a reference to products, installed bases and their components, or individual objects. Information about the relationship between a product and an installation enables you, for example, to analyze complaints and therefore identify problems relating to the installation in which the product is installed. Warranty check: An automatic check determines whether there is a warranty for customer-specific objects. The warranty information helps you decide what follow-up measures should be taken. For example, you may want the system to create a returns item automatically if there is a warranty. The warranty check is based either on specified warranty conditions for the individual object/installation components, or on the delivery date entered manually. Return Material Authorization (RMA): Every returns operation requires an authorization check for the return of a product sold, and a unique RMA number for the return delivery. The authorization check is supported by a warranty check and the reference to an existing CRM sales order. The unique CRM complaint/returns number, which also exists in SAP ERP, supports the RMA number. © SAP AG TCRM10 10-14

#$ * # Sales Order Return Return item Request (Inbound) # Return repaired Return repaired product item product request (Outbound) In-House Loan device Repair Request Loan device Repair request Item Item (Outbound) Order Loan device Loan device item request (Inbound) Scrapping Goods issue Repair Steps Repair Steps Resource Planning Repair Steps Spare Parts Spare Parts Reservation Spare Parts SAP AG 2008 You create an in-house repair order within complaints processing if a customer wants to send in or bring in a defective product for repair. You can create in-house repair orders with or without reference to a sales transaction or a service process. If you want to create a transaction with reference to a preceding transaction, call this transaction up and use the Follow-Up button to create an in-house repair order. You can enter serial numbers for products within the context of complaints, returns, and in-house repair orders. The serial numbers that are entered can be validated. © SAP AG TCRM10 10-15

' - ( Explain the business processes in SAP CRM Service Describe various business objects, elements, and functions in SAP CRM Service SAP AG 2008 © SAP AG TCRM10 10-16

Exercises Unit: SAP CRM Service Topic: Service Process (from Service Process to Billing) At the conclusion of this exercise, you will be able to: • Change a Service Ticket • Create a Confirmation • Bill the Confirmation in SAP CRM A customer has technical problems with his notebooks. Neither a search in the solution database nor the Interaction Center Agent was of any help to the customer. Therefore, a technical service representative must visit the customer to inspect the notebooks. 1-1 In the role of a Service Professional open the Service Process which the Interaction Center agent has created before. Beside of the required repair work itself enter a spare part that has to be used additionally. 1-1-1 Log on to the WebClient User Interface in the role of a Service Professional (SERVICEPRO). 1-1-2 Search for the Service Process that has been created in the Interaction Center. 1-1-3 Enter product HT-1010 as the Reference Object for this Service Process. Branch to the items and enhance the Service Process by the spare parts product R-1120. 1-1-4 Set the status of the Service Process to Released. Save your changes. 1-2 Confirm the services rendered to the customer. 1-2-1 Call the Service Process and create a Service Confirmation as follow-up transaction to confirm the delivered services and spare parts used. Therefore use transaction type Confirmation out of the list. Transfer all items of the Service Process into the Confirmation. 1-2-2 Check if Lou Windham (business partner ID 400440) is the responsible Executing Service Employee for this process. If not change this and maintain Lou Windham as the Executing Service Employee. 1-2-3 Set the status of the Service Confirmation to Completed. Save the Confirmation and note the transaction number. ________________________________________________________ © SAP AG TCRM10 10-17

1-3 Finally bill the Service Confirmation. 1-3-1 As the Service Professional finally bill the Service Confirmation. Select the billing due list for your business partner ##Turner. 1-3-2 Mark your previously created Service Confirmation and choose Individual Billing. Save the billing document and note the transaction number. ____________________________________________________________ 1-3-3 Monitor some detail information (like Referenced Transactions, Transfer to Accounting Status) within the billing document. © SAP AG TCRM10 10-18

Solutions Unit: SAP CRM Service Topic: Service Process (from Service Process to Billing) 1-1 In the role of a Service Professional open the service process which the Interaction Center agent has created before. Beside of the required repair work itself enter a spare part that has to be used additionally. 1-1-1 Log on to the WebClient User Interface in the role of a Service Professional (SERVICEPRO). Select the Business Role SERVICEPRO out of the list to access the WebClient User Interface in the role of a Service Professional. 1-1-2 Search for the Service Process that has been created in the Interaction Center. Select Service Orders in the Navigation bar. Search for Service Orders. In the Search: Service Orders screen enter your Service Process number or alternatively search for Service Orders by using the Business Partner ID of ##Turner. Select the button Search. Your previously created Service Process should be displayed. 1-1-3 Enter product HT-1010 as the Reference Object for this Service Process. Branch to the items and enhance the Service Process by the spare parts product R-1120. Choose the hyperlink in the column Service Order ID within the result list to branch to the details of this transaction. Select Edit in the Service Order Details assignment block and maintain Product ID HT-1010 within the Reference Objects block. Branch to the Items assignment block and choose Edit List to enter the additional spare parts product R-1120 (Quantity 1) beside of the repair work (SRV1_4) that is automatically defaulted by the Service Process. 1-1-4 Set the status of the Service Process to Released. Save your changes. Within the Processing Data area in the Service Order Details assignment block change the status to Released. Save the changes. © SAP AG TCRM10 10-19

1-2 Confirm the services rendered to the customer. 1-2-1 Call the Service Process and create a Service Confirmation as follow-up transaction to confirm the delivered services and spare parts used. Therefore use transaction type Confirmation out of the list. Transfer all items of the Service Process into the Confirmation. Select Create Follow-Up in the header area of the screen and choose transaction type Confirmation. In the Select Items – Web Page Dialog screen mark both items and select Choose to transfer the items into the Confirmation. 1-2-2 Check if Lou Windham (business partner ID 400440) is the responsible Executing Service Employee for this process. If not change this and maintain Lou Windham as the Executing Service Employee. Branch to the General Data area within the Service Confirmation Details assignment block. If Lou Windham is not determined automatically as the Executing Service Employee, go to the input help and search for Windham in the field Last name or enter business partner ID 400440 directly. 1-2-3 Set the status of the Service Confirmation to Completed. Save the Confirmation and note the transaction number. Within the Processing Data area in the Service Confirmation Details assignment block change the status to Completed. Save the changes. 1-3 Finally bill the Service Confirmation. 1-3-1 As the Service Professional finally bill the Service Confirmation. Select the billing due list for your business partner ##Turner. In the Navigation bar select Service Operations. Search for Billing Due List Items. In the Search: Billing Due List screen search by entering the business partner ID of ##Turner in the field Payer ID and choose Search. In the result list your Service Confirmation should be displayed. 1-3-2 Mark your previously created Service Confirmation and choose Individual Billing. Save the billing document and note the transaction number. Mark the entry with the Service Confirmation and choose Individual Billing. In the Billing Due List: Individual Billing screen just select Continue. In the Individual Billing Results screen choose Save. Note the Bill.Doc.ID number that has been created. © SAP AG TCRM10 10-20

1-3-3 Monitor some detail information (like Referenced Transactions, Transfer to Accounting Status) within the billing document. Select Service Operations within the Navigation bar. Search for Billing Documents and choose in the field Payer ID the business partner ID of ##Turner as search criteria. Choose the previously created billing document and analyze the above mentioned data. © SAP AG TCRM10 10-21

!" # Describe the functions of the various field applications of SAP CRM: Mobile Sales Mobile Service Mobile Sales for Handhelds Process a service order using SAP CRM Mobile Service SAP AG 2008 © SAP AG TCRM10 11-3

" 3 Marketing manager Analyst monitors 3 creates target group and various key factors SAP CRM marketing campaign Marketing 10 10 SAP CRM mySAP CRM 4 4 Web Channel Analytics Customer makes SAP purchases in a Web shop 9 9 SAP CRM Service employee CRM SAP CRM Field Appl. 5 5 Partner Channel to customer's problem Solution provides solution Mgmt Customer calls Channel manager Interaction Center creates lead; partner SAP CRM 7 7 creates order 8 8 Service SAPCRM SAP CRM Sales 6 6 Service representative Interaction Center creates the service order and assigns a service Sales order is replicated in SAP Enterprise employee and delivery takes place Note: The numbers here refer to chapters SAP AG 2008 The service employee checks the calendar on the laptop and revises customer data and the service order. The service employee then completes the repair, and confirms time and material used. Appointments can also be entered to inform the resource planner about the service employee's availability. © SAP AG TCRM10 11-4

Are professional users Require several, highly-developed functions Work with large volumes of data Require easy text input Disconnected for long periods $ User-managed, Up-to-date, but not real-time intelligent synchronization when necessary Network connection not always available Integration with back office required SAP CRM Mobile Sales SAP CRM Mobile Service SAP AG 2008 Field applications enable sales representatives and service technicians who work in the field to use marketing, sales, and service functions of SAP Customer Relationship Management (SAP CRM) in an offline environment. To manage customer relationships successfully, companies that have employees working in the field must make sure that their employees have up-to-date and complete information about the customers they visit. In turn, new information gathered by employees in the field must be made available to other employees who interact with the customer. Field applications provide a range of functions and integration capabilities to meet these needs. © SAP AG TCRM10 11-5

% & Quick identification of most important information Overview and easy access to details Backward and Forward pushbuttons for navigating quickly Hyperlinks to related information SAP AG 2008 © SAP AG TCRM10 11-6

# # Business Reporting, Partner Contact Charts, & Person Analysis Activities Time & Travel and Management Calendars Territory Products Commissions Mgmt. Agreements Account Planning (Partner Product Ranges / Contracts / Conditions) Campaigns Sales Transactions Opportunities SAP AG 2008 Account and Contact Management with Mobile Sales: Account and Contact Management provides companies with a complete overview of their customers and interested parties. It helps to obtain, monitor, and reproduce all critical information such as detailed profiles, full interaction history, and an overview of critical relationships. Activity Management with Mobile Sales: Activity Management allows sales representatives and managers to allocate resources for daily tasks effectively so that sales professionals can close their sales deals as quickly as possible. Order and Quotation Management with Mobile Sales: Quotation and Order Management provides sales order processing functions that companies can use to configure products, determine pricing, create proposals, check product availability, acquire and enter orders, manage contracts, and track and manage orders. Opportunity Management with Mobile Sales: Opportunity Management gives sales employees a complete view of a sales opportunity by providing complete information about the history of an opportunity, milestones, progress, and key decision makers. Campaign Management with Mobile Sales: Campaign Management allows marketing professionals to design, execute, coordinate, and monitor all marketing initiatives. Organizations can create targeted, personalized campaigns using all communication channels. These channels include direct sales, call centers, mail, e-mail, Internet, and mobile devices. They can also monitor company-wide profitability at program, product, customer, and partner levels. Territory Management with Mobile Sales: Territory Management helps companies to maintain task- related, functional organizational structure as a current organizational plan. © SAP AG TCRM10 11-7

# # Business Partner Contact Connection to Person Resource Planning Activities and Calendars Confirmation of Time, Materials, and Technical Confirmation Products Progress Snapshot Service Assignments IBase Management and Individual Objects Absences and Attendances Service Contracts Pricing Service Documents SAP AG 2008 Service Order Management with Mobile Service: • Service Order Management allows you to fully process transactions in a closed loop, from entering a service request or identifying requirements for a service, through planning employee resources and materials, to final billing and payment or allocating costs of a warranty or service contract in the back-end system. Service Order Management with Mobile Service also includes service confirmation functions and complete Installed Base Handling. The service confirmation enables users to report time spent and materials used during the service execution process and to enter technical confirmation data. Installed Base management provides a graphical representation of products and installations to use as a reference in service processing. The progress snapshot in Mobile Service provides a comprehensive view of the project status as a whole. Service Contract Management: • The service contract provides an overview of objects and products that are handled under contract. The contract includes defined SLA information. Resource Planning & Optimization: • Two-way data exchange (assignments, absences, attendances, tasks) between Resource Planning Tool in CRM Enterprise and Mobile Service provides easy planning capabilities. © SAP AG TCRM10 11-8

& One Site per CRM Server Site Mobile Client Depending on Subscription Project Subscription and Processes Mobile Client Subscription Employee(s) Optional Organization Automatically filled Site ID depending on subscriptions generated Outbound Queue Inbound Queue Monitoring with SMQ1 Monitoring with SMQ2 SAP AG 2008 You use the Administration Console for the administration of sites and mobile users as well as for the administration and customizing of data distribution. Within the administration console you have to create one site per mobile client. Depending on the business processes you assign subscriptions to the site. You can assign employees and organizations to simplify the maintenance. When saving your site definition, a Site ID, an inbound and an outbound queue is created automatically. © SAP AG TCRM10 11-9

SAP Mobile Application Studio ' ( & ) & Visual modeling reduces Design Tools manual coding to a minimum Mobile Application Generator Change management and Repository software logistics Modification support Multilingual and translation capability Effortless generation of Mobile Client Application Mobile Client Integration with Microsoft Application Visual Studio .Net SAP AG 2008 The Mobile Application Studio (MAS) is an object-oriented, visual development tool that is tailored to the architecture of SAP mobile client applications. It allows you to customize mobile client applications, delivered by SAP, according to your specific business requirements, or develop your own applications. Mobile Application Studio (MAS) must be installed on all Mobile Development Workstations (MDWs) where application developers customize, test and generate mobile client applications. MAS is integrated with Microsoft Visual Studio .NET and provides a set of visual modelling tools to facilitate application development as well as a code generator to generate source code from the application meta-data which is stored in the Mobile Application Repository (MAR). The MAS together with the Mobile Application Repository (MAR) handles multi-user development and provides proper change management for development objects. Multilanguage translations for labels and captions are handled Software logistics, based on the standard R/3 transport system in conjunction with the CRM Middleware, exist for application meta-data as well as for generated runtime files ( upgrades). © SAP AG TCRM10 11-10

Need easy-to-handle and lightweight mobile devices Need only limited functions Need easy and quick access to a limited range of customer and product data Need a simple tool to enter text Work with small and medium data volumes $ Up-to-date, but not real-time Offline User requests information Network connection not always available (pull method) Integration with back office required SAP CRM Mobile Sales for Handheld SAP AG 2008 © SAP AG TCRM10 11-11

# " " " "# * "# " & + & ,% + " - * . & , Account Management Sales order management Opportunity and quotation management Activity and task management Product Information Complaint and Service Order Management SAP AG 2008 Account Management allows viewing/updating/creating Business Partners and Contact relationships. Other Account-related functionalities include: • Account Factsheets – non-updatable information that can be any kind of BP-related master and transactional data. Configured in CRM. • BP Order History and Activity History • Marketing Attributes – view and maintain Sales Order Management allows viewing/creating Sales Orders. ATP check requires connectivity to check whether requested quantities are available. Promotions can be viewed here. Products can be added via: • Browsing – browse the product list on handheld • Searching – text search • Fast Entry – entry via product ID • Bar Code scanning The product prices brought to the handheld do not take into account any pricing conditions (BP specific, tax, etc...) Only the CRM master data list price is downloaded and used for calculations of Sales Order total. Opportunity Management – view/create/update. No associated products. Activity Management - viewing/updating/creating. Execute customer surveys associated to individual activities. Calendar and list views. Complaint/ Service Order – can only create and upload to CRM. © SAP AG TCRM10 11-12

+" Mobile Device SAP Mobile Engine JSP-based mobile-client Custom applications on the handheld for user Custom application sales representatives interface (Custom add-on) Data comparison Relevant business data replicated on user's handheld Browser Local web server Territory Management JSP (standard and custom / developed) ) + Platform pocket PC Synchronization service Introduction using automatic installation process SAP AG 2008 The Mobile Sales for Handhelds application runs on mobile devices that are supported by the SAP Mobile Engine. The SAP Mobile Engine is the central platform for SAP Mobile Business applications. The SAP Mobile Engine is installed locally on a mobile device. It includes a Web server, a database layer, and its own business management logic. Field representatives can work offline and do not have to depend on a network connection to run impending business applications. The SAP Mobile Engine offers tools for synchronization and data replication so that the data on the mobile device is consistent with the data in the back-end system. SAP Mobile Engine is based on the following open industry standards: • Java • eXtensible Markup Language (XML) SAP Mobile Engine is also equipped with a Java virtual machine and offers an open programming model with which mobile applications can be developed. This open system architecture makes the platform independent of both the mobile devices and the network and supports mobile devices such as Personal Digital Assistants (PDAs), laptops, and Smart Phones. SAP Mobile Engine can run on both a standard browser and on a user interface that is not based on a browser. © SAP AG TCRM10 11-13

&& " 0 # Describe the functions of the various field applications of SAP CRM: Mobile Sales Mobile Service Mobile Sales for Handhelds and Fully process a service order using SAP CRM Mobile Service SAP AG 2008 © SAP AG TCRM10 11-14

! " # Explain the importance of SAP CRM Analytics in a complete CRM solution Describe the available analytical methods Use various analysis scenarios Explain the functionality of Interactive Reports SAP AG 2008 © SAP AG TCRM10 12-3

3 Marketing manager Analyst monitors 3 creates target group and various key factors SAP CRM marketing campaign Marketing 10 10 SAP CRM SAP CRM 4 4 Web Channel Analytics Customer makes SAP purchases in a Web shop 9 9 SAP CRM Service employee CRM SAP CRM Field Application 5 5 Partner Channel provides solution to customer Solution Mgmt Customer calls Channel manager Interaction Center creates lead; partner SAP CRM 7 7 creates order 8 8 Service SAP CRM SAP CRM Sales 6 6 Technical service Interaction representative creates service Center order and assigns Sales order is replicated in SAP it to service employee Enterprise, and delivery takes place SAP AG 2008 Note: The numbers here refer to chapters Based on the various Marketing, Sales and Service processes the analyst of your company monitors various key factors by using different analysis scenarios. © SAP AG TCRM10 12-4

BI Analytics Interactive Reporting SAP AG 2008 The area of CRM Analytics enables you to gather all the relevant data about various key factors (for example, customers, sales, services, marketing campaigns) and analyze this knowledge base to deploy important insights derived from it in your operational and strategic decision-making. The CRM Analytics offerings enable you to: • Monitor, understand, and influence customer behavior and focus limited resources on your most valuable customers • Analyze information concerning markets, competition and past marketing initiatives to understand how well the marketing campaigns and programs are performing and to influence the success of future marketing initiatives and campaigns during planning • Understand sales results and plan future sales by comparing plans with actual sales and analyzing the performance • Gain insights to all important perspectives of service activities performed, the drivers behind them and the financial performance of the service organization • Understand the performance of each interaction channel to optimize resources Beside the comprehensive BI Reporting additionally with SAP CRM 2007 the possibility of using Interactive Reports has been introduced. In this case no separate SAP BI system is required for reporting. Instead the SAP NetWeaver Stack that comes with SAP CRM itself can be used in order to run CRM reports on the same machine. © SAP AG TCRM10 12-5

Analysis scenarios provide predefined packages and content containing the necessary information for controlling customer-focused processes. SAP AG 2008 SAP CRM makes it easy for you to compile and synchronize all relevant data in your customer knowledge base, and provides you with up-to-date reporting tools for monitoring and measuring the success of your enterprise. The forecasting functions help you discover hidden patterns and use this information to predict risks and opportunities in marketing, sales, and service. In addition, SAP CRM contains an integrated and flexible planning platform, with which you can set clearly defined goals and coordinate resources to achieve your business objectives. The most important aspect is, however, that CRM Analytics gives your employees the information they need to make the right decisions and provides a consistent and personalized service for your most valued customers. © SAP AG TCRM10 12-6

$ % your personalized portal " & ' well-structured analysis features Analytical SCM CRM HCM FI External Areas Analytics Analytics Analytics Analytics Data SAP AG 2008 The portal combines every type of analysis and every application from all the relevant areas into one role-based view. You can publish the analysis results in your Enterprise Portal and distribute them easily around your company. In this way, employees in different locations have easy access to important information and can execute tasks interactively; They can, for example, enter their planning data on the Web. Hint: In the first part of the cycle, you must know the main focus areas and the locations that provide the supporting information. This includes the following: • Warnings of acute problems. The information for such warnings generally comes from business process monitoring in SAP Business Information Warehouse. Example: a credit manager receives a warning that a customer has exceeded his or her credit limit. • External or internal messages and documents. Decisions: During the decision process, detailed analyses are carried out in teamwork. • The analysis functions examine the data in greater detail. Example: the credit manager can check the customer's credit history and compare statistics. • What-if analyses enable you to examine the consequences of different solutions. • Exchanging information with internal and external experts. Example: the credit manager finds the sales manager responsible for the customer and gets in contact with him or her. Action: once a decision is made, it can be put into practice immediately. • Example: the credit manager alters the customer's credit limit in the system, automatically generating the appropriate notifications and follow-ups. © SAP AG TCRM10 12-7

( & " & " & ) Collect all the RELEVANT data Provide FLEXIBLE reporting options Discover the ACTUAL profitability and worth of your customers SAP AG 2008 With SAP BI's comprehensive evaluation and navigation options, you can measure the influence of your customer relations on the success of your business, as well as the efficiency of individual actions. Here you can see a simple example of a report. It has the following characteristics: • Clear and understandable layout • Multifunctional selection and drill down functions • Exception reports and conditions • Highly customizable Take advantage of the flexible reporting options on the Internet or in Microsoft Excel. Analytic methods help to ascertain key figures, such as customer profitability, ABC classes, customer lifetime value, and scoring procedures. To summarize: SAP CRM Analytics ensures that the values measured are used closely with the implementation of the business strategy, for instance by creating a Balanced Scorecard. © SAP AG TCRM10 12-8

* & "" " ) + & Clustering Association analysis Decision tree Scoring (Weighted Score Tables) Linear and multi-linear regression * , & Customer Lifetime Value (CLTV) Early evaluation of campaigns SAP AG 2008 It is important to recognize behavioral patterns and to use them to forecast future behavior. You can use the following to determine behavioral patterns: • Clustering, to find out more about a customer segment • Association analysis, to find out more about cross-selling behavior • Decision trees, to understand which profiles affect which behavior, and to incorporate this information into forecasts • Scoring, to bring together different aspects for an overall evaluation • Linear and multi-linear regression, to collect data for predicting behavioral trends You can also • Forecast the future value of your customers using CLTV analysis • Forecast the rate of response to simulate the success of your campaign © SAP AG TCRM10 12-9

( Implement strategy into your planning Support the planning beyond company boundaries Include forecasts in your planning Examples: • Opportunity planning • Campaign planning • Trade promotion planning SAP AG 2008 An important prerequisite in customer relationship management is the possibility to implement a combined marketing, sales, and service planning solution, to acquire and develop a relationship with the right customers, whilst at the same time increasing the profitability of existing customers. Planning and forecasting provides a comprehensive range of tools for all stages of planning for a wide variety of business processes across your company. You can use these tools to develop a planning model that integrates both global strategic and operative planning in a self-contained process for online and offline scenarios. Planning and forecasting gives your company advantages by: • Formulating transparent strategies • Communicating strategies throughout your company • Coordinating business strategies with your employees' goals • Linking targets into the annual budget • Identifying and coordinating strategic initiatives • Executing gap analyses and scenario planning • Carrying out regular performance checks and using the feedback to alter strategy accordingly © SAP AG TCRM10 12-10

& % - & & . ) Offer the right products and services to the right customers at the right time. Initiate customer-centric actions with CRM Analytics. Support decisions in real-time Example & % Target Group Selection Campaign Optimization SAP AG 2008 SAP CRM Analytics doesn't only measure results. These results can also be used to optimize business processes. The goal of CRM Analytics is only achieved when employees have access to the information they need to make the best possible decisions in their day-to-day work. For example, a call center agent can display all the important customer data on the screen, and the system uses this data to make suggestions (in the form of a "script") on how best to support the customer. When creating target groups, a campaign manager has easy access to analysis results, such as probability of response and customer categories, and can use these to optimize a campaign. Use analysis results in your business processes and give your employees the opportunity to make informed decisions. © SAP AG TCRM10 12-11

& Customer Satisfaction and Loyalty Analysis Customer Segmentation with Clustering Customer Churn Analysis Churn Management Customer Profitability Analysis Customer Lifetime Value Analysis Credit Rating Forecasts in Real-Time … SAP AG 2008 Customer Analytics provides businesses with a comprehensive overview of their customers. Companies can identify the actual value of their customers and receive information with which they can better understand their customers' behavior. Customer Churn Analysis • Customer segmentation allows you to improve your relationship with your customers directly by providing the best services and products to the most profitable and loyal customer segment. However, you must be able to trust that the segmenting results provide a reliable and accurate customer profile. To make sure of this, you can use customer churn analysis to check the results and examine changes in customer behavior over time. • Customer churn analysis lets you check the reliability of segmentation results and follow any changes in segment membership. This solution not only lets you analyze different results from one method applied at two different points in time, it also enables comparison between the results of two different methods of analysis. Customer churn analysis can be carried out using decision trees, clustering, or ABC classification. These analyses are supported by comprehensive business content (InfoProviders, Queries). As of BW3.3, Web Cockpits will also be available. © SAP AG TCRM10 12-12

Best-Selling Products Product Profitability Cross-Selling Analysis Product Complaints … SAP AG 2008 Today it is vitally important to deliver the right product. Product Analytics can be used to determine which products and attributes the customers prefer. It is also important to realize which products are most profitable. Businesses can use Product Analytics to find out which products are sold together and so increase wallet share. © SAP AG TCRM10 12-13

Marketing Analytics Sales Analytics Service Analytics E-Analysis: Website Monitoring E-Analysis: Web Analysis Interaction Center Analytics Contact Channel and Partner Analysis Field Service: Offline Reporting SAP AG 2008 The analysis scenarios above are dealt with individually in the units on the key capabilities of marketing, sales, service, e-commerce, channel management, Interaction Center and field applications. © SAP AG TCRM10 12-14

SAP AG 2008 With SAP CRM 2007 Interactive Reports can be used for various objects. E.g. in the Sales environment Interactive Reports for the objects Activities, Leads and Opportunities can be used. Users can conduct a search for a report, view a list of saved report searches and view reports grouped by application area. It is also possible to create new reports. For users different chart types (like line chart, pie chart, bar chart) are offered. © SAP AG TCRM10 12-15

" Definition of Definition of fields and key default type figures for the of chart (e.g. report Bar Chart) e.g. in the Sales environ- Design of rows ment areas and columns like Activities, Opportunities SAP AG 2008 It is possible to create your own Interactive Reports by using a wizard that guides you through the process. This procedure consists of the following steps: 1. Select Report Area: • Dependent on the Business Role you are selecting for the new Interactive Report different report areas are offered for selection (e.g. if you choose Business Role „Sales Professional“ the report areas Activities, Leads and Opportunities are offered) • Furthermore the default display (like table or chart) is maintained in this step 2. Select Fields: • Determination which fields and key figures should be displayed 3. Define Filters: • Determination of input parameters and filters for the interactive report • Input parameters can be set to mandatory 4. Define Table: • Tailoring the way the reports results are displayed in the table 5. Define Chart: • Decision which type of chart is displayed as default for the new report (e.g. line chart, pie chart, bar chart) 6. Share Report: • Assign report to specific employees or organizational units • When the report is published for the selected users, the report will appear in their „Reports“ Home page © SAP AG TCRM10 12-16

&& $ Explain the importance of SAP CRM Analytics in a complete CRM solution Describe the available analytical methods Use various analysis scenarios Explain the functionality of Interactive Reports SAP AG 2008 © SAP AG TCRM10 12-17

Exercises Unit: SAP CRM Analytics Topic: Interactive Reports At the conclusion of this exercise, you will be able to: • Work with Interactive Reports As a Sales Professional you are interested in the open activities of your accounts you are responsible for. Therefore you will use Interactive Reports to analyze the situation. 1-1 Log on to the WebClient User Interface in the role of a Sales Professional and branch to the Reports area. 1-1-1 Select the Interactive Report Accounts with Open Activities. 1-1-2 Within the Report Criteria choose the following selection: Valid from: Beginning of this year Valid to: End of this year How many open activities of your customer ##Turner are displayed? _______________________________________________________ 1-1-3 Within the table layout of your result list additionally you would like to identify which Organizational Unit is responsible for the listed activities. Thus change your layout in the way that the Organizational Unit will be displayed in the columns of the table. 1-2 Because you prefer graphical information in the next step change your display so that first you will see the table followed by the corresponding chart. 1-2-1 Prepare the system that the table is displayed above the chart. 1-2-2 As a chart you prefer a bar chart. Change your display from column chart to bar chart. 1-3 In future you are always interested in this kind of information and you want to have the selected display directly when starting your report. Therefore save your view as ## Open Activities. © SAP AG TCRM10 12-19

1-4 You want to transfer the information on open activities to Excel. Export the results to an Excel pivot table. 1-5 What is the main difference between Interactive Reports and BI Reports? © SAP AG TCRM10 12-20

Solutions Unit: SAP CRM Analytics Topic: Interactive Reports 1-1 Log on to the WebClient User Interface in the role of a Sales Professional and branch to the Reports area. Select SALESPRO out of the list of the Business Roles. 1-1-1 Select the Interactive Report Accounts with Open Activities. In the navigation bar select Reports and choose the report Accounts with Open Activities. 1-1-2 Within the Report Criteria choose the following selection: Valid from: Beginning of this year Valid to: End of this year Enter the listed data and press the button Go. How many open activities of your customer ##Turner are displayed? Note the number of open activities for your customer. 1-1-3 Within the table layout of your result list additionally you would like to identify which Organizational Unit is responsible for the listed activities. Thus change your layout in the way that the Organizational Unit will be displayed in the columns of the table. Go to the personalization button in the Display area. In the block of available fields mark Organizational Unit and move it to columns. Choose Apply. © SAP AG TCRM10 12-21

1-2 Because you prefer graphical information in the next step change your display so that first you will see the table followed by the corresponding chart. 1-2-1 Prepare the system that the table is displayed above the chart. Go to the drop-down list within the Display area and select Table above Chart. 1-2-2 As a chart you prefer a bar chart. Change your display from column chart to bar chart. Select Bar Chart in the second drop-down list. 1-3 In future you are always interested in this kind of information and you want to have the selected display directly when starting your report. Therefore save your view as ## Open Activities. Enter ## Open Activities in the field Save View As und choose button Save. 1-4 You want to transfer the information on open activities to Excel. Export the results to an Excel pivot table. Select the button Export to Excel Pivot Table. 1-5 What is the main difference between Interactive Reports and BI Reports? For using BI Analytics a separate BI system is needed whereas Interactive Reports can be used without an separate BI system. © SAP AG TCRM10 12-22

! " # " $% & Describe how SAP Solution Manager supports SAP CRM implementation projects and system administration Customize a new business transaction in SAP CRM SAP AG 2008 © SAP AG TCRM10 13-3

3 Marketing manager Analyst monitors 3 creates target group and various key factors SAP CRM marketing campaign Marketing 10 10 SAP CRM mySAP CRM 4 4 Web Channel Analytics Customer makes mySAP SAP CRM purchases in a Web shop 10 9 10 9 SAP CRM Service employee CRM Implementation & Operation: SAP CRM Field Application 5 6 5 6 Partner Channel provides solution toproblem customer Solution Mgmt Customer calls SAP Solution Manager Interaction Center Channel manager creates lead; partner SAP CRM 7 7 creates order 8 8 Service SAP CRM SAP CRM Sales 6 6 Technical service Interaction representative creates service Center order and assigns Sales order is replicated in SAP it to service employee Enterprise, Note: The numbers here refer to chapters and delivery takes place SAP AG 2008 As a member of the project team that is going to implement the chosen SAP CRM solution, you use SAP Solution Manager for the blueprint, configuration, and testing phase. During the implementation and after the go-live phase, system administrators use SAP Solution Manager for system monitoring and SAP services. Your task is to customize a new SAP CRM business transaction according to your company needs. Therefore you use the Implementation Guide (IMG) to configure a transaction type. © SAP AG TCRM10 13-4

" ' % ( ! Different locations Different countries ) Different languages * Different time zones ! Central or distributed Global planning Different applications + Different technologies Different vendors Point-to-point integration Tailored solutions * , % % % % , , C u s to m e r S u p p ly W a re h o u s e S A P R /3 C R M S y s te m C h a in M anagem ent 1 4 0 d i ff e r e n t S ales S toc k P r ic in g M anagem ent S y s te m s T ran sfe r in te rfa c e s O rd er C o n d itio n s O rd e r P ro m o ti o n R eq u est to c h a n g e * C o n d iti o n s C o n fig u r e S a le s O r d e r V e h ic le a n y t im e R e p le n is h m e n t Loads S a le s O rd er Tran sp ort C a rrie r P la n n i n g S y s te m D e liv e r y S y s te m Plan R e q ue st N o te R e p l e n is h m e n t C a r r ie r S e l e c t io n A c ce pt? N o / Y es A p p o in t m e n t S hipm en t U p d a te S h ip m e n t S h ip m e n t S ta t u s S c h e d u le A C S IS G oo ds B a rc o d e Is s u e R e c e iv e R eader I n tr a n s i t O rd e r in n s m a l l w a reh o u se s In v o ic e In v o ic e Use of the Internet - & Global planning " ATP SAP AG 2008 © SAP AG TCRM10 13-5

# # # * Functional implementation Functional implementation Services for Transactions Services for Transactions Tools, Content, Technical implementation Procedures, and Services Solution Monitoring Solution Monitoring Technical implementation to implement and operate Transaction Implementation Transaction Implementation Support Desk Support Desk your SAP Business Suite solution SAP AG 2008 SAP Solution Manager supports you throughout the entire process of implementing and operating SAP solutions. It is a platform that supports the industry-solution life-cycle from the business blueprint, through configuration, to production operation. SAP Solution Manager offers central access to preconfigured content, tools and methodology that you can use during when evaluating and implementing your systems. For implementation, these include: • Contents predefined by SAP for evaluating and implementing industry solutions • ASAP procedures for implementing industry solutions • Tried and true implementation and test tools, for example the Implementation Guide (IMG) or the Test Workbench • An authoring function that you can use to create your own project templates for your implementation project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in global rollouts. SAP Solution Manager Operations allows you to configure, administer, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up your own solution support. © SAP AG TCRM10 13-6

# 0 % , 4.5B 4.5B CRM CRM 4.5B 4.5B CRM CRM 3.1I 3.1I SCM 4.5B 4.5B SCM CRM CRM 3.1I 3.1I Legacy Legacy SCM SCM Legacy Legacy 3.1I 3.1I SCM CUS CUS SCM 4.6C 4.6C Legacy Legacy CUS CUS 4.6C 4.6C CUS CUS 4.6C g 4.6C Pr rin oc 1 it o g e on ssin co ss-o Integrated Testing nM e .(/ nfi rie tio roc ing gu nt olu ice P S rv ndl rat ed Ha ion Se ge . ssa Me , SAP AG 2008 This infrastructure at the customer’s site offers the following advantages: • SAP Solution Manager collects data from all connected systems. This allows you to access all of the necessary information in these systems much quicker. • SAP Solution Manager keeps an up-to-date overview of the whole solution with processes and dependencies • SAP Solution Manager is a tool to: - Implement and test solutions - Monitor solutions - Maintain solutions - Support users Spend less time on finding errors and information, get quicker and better support With SAP Solution Manager, SAP is able to deliver excellent support not only for single systems, but for a customer’s entire solution. © SAP AG TCRM10 13-7

Project Business Realization Final Go Live " Preparation Blueprint Preparation & Support Define Define Business Adapt User Project Blueprint Synchronization training and documentation Define Configuration system landscape ! Data transfer Developments Authorization Focus of the Testing tool support 2 3 4 5 5 SAP AG 2008 SAP Solution Manager supports you in all phases of the evaluation and implementation. With SAP Solution Manager, you can carry out the following activities in an evaluation and implementation project: • Project Preparation: The Roadmaps contain information and procedures for all phases of your implementation project. Work with SAP Solution Manager begins after the evaluation phase. You first use it to define the project by entering administrative data for the project management procedure (for example, details about the project deadlines and resources). You set the project scope and you define the system landscape that you require to implement your solution during the project preparation phase. • Business Blueprint: You define a Business Blueprint by documenting the organizational units, master data, business scenarios, and business processes that you require to implement your solution. During the Business Blueprint definition, you read the documentation supplied by SAP and partners, create your own project documentation and assign individual process steps to transactions. • Realization: You configure your business scenarios in the development system. You check the test cases delivered with your solution and assign further test cases to individual processes and process steps. You carry out a consistency check for Customizing of the business processes. That is, you check whether the various application components have been changed consistently. You synchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the test cases selected during configuration. You can analyze the project at any time during its course to gain information about the project status and the progress when testing or configuring. • Final Preparation: Go Live & Support: Perform remote SAP services and monitor their status. Monitor and manage your systems using real-time alerts displayed in a system graphic, with weekly SAP EarlyWatch Alert Reports and Central System Administration tasks. © SAP AG TCRM10 13-8

. ) " % ! ! & #% " 2 " # " ! , 4 # " " SAP AG 2008 Roadmaps are part of SAP Solution Manager. They contain the standard SAP implementation methodology and cover the most important aspects and phases of a SAP implementation. The Roadmaps provide links to accelerators and tools that perform project tasks. You can download the project structure or a roadmap into MS Project to plan your project using the data in the project structure or roadmap. © SAP AG TCRM10 13-9

CRM Solution Manager Content Component Views Guides to Configuration SAP AG 2008 SAP CRM Business Scenarios are designed to help customers reduce costs, increase revenue, and increase customer satisfaction. They support nested business processes in the areas of sales, service, and marketing, and across various communication channels. The business processes are displayed graphically using SAP Component Views®. CRM Business Content is delivered exclusively with SAP Solution Manager. You can download updated content regularly from SAP Service Marketplace. © SAP AG TCRM10 13-10

SAP Service Level Monitoring 2 Define/Import EarlyWatch Reporting Business System Landscape Alert Processes 6 System # Define/Import Service Monitoring Upgrade 3 System Processes Delivery Enabling Central System Administration Best Practice Documents 2 . 45 - 3 4 # - ! 4 SAP AG 2008 SAP Solution Manager Operations allows you to configure, manage, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up your own solution support. SAP Solution Manager (Operations) provides an infrastructure for integrating SAP Support Services and your own system administration activities. As a system administrator, you can: • Perform remote SAP services and track their status • Monitor and manage your systems using: - Real-time alerts displayed in a system graphic - Weekly SAP EarlyWatch Alert reports - Central System Administration tasks • Use best practice documents and services relating to Software Change Management • Use Integrated Message Handling for: - Your own internal support organization - Enhanced remote support by SAP © SAP AG TCRM10 13-11

! , ! 7 4# & (' ! , ! Measures and communicates agreed service goals defined in Alert Service your service level agreements Overview Recommen dations Triggers reports regularly, for example weekly or monthly Requires no expert knowledge for configuration Evaluates Key Performance Indicators (KPIs) Preconfigures recommendations to be individually tailored Facilitates forecasting Alert Link to SAP Details Service Catalog SAP AG 2008 Service level reports provide you with a summary of the technical status of the systems in your solution. For example, they provide an overview of the transactions that generate the greatest load. Service level reporting is intended to ensure adequate levels of service for all users in accordance with business priorities and at an acceptable cost. Service level reporting also enables you to manage service levels for business processes. For example, you can define alert thresholds for transactions in a specific business process that is carried out across several systems. Service level reports are then updated with this information. When you set up Service level reporting, you define the contents of the reports and the frequency with which they are generated. Service level reports are generated from the aggregated SAP EarlyWatch Alert data that is regularly sent from the satellite systems in your solution to your central SAP Solution Manager system. In SAP Solution Manager, Service Level Reporting: • Is triggered regularly, for example, once each week. This is a simple process and requires no expert knowledge since it is aimed at different areas of management (IT and application management). • Evaluates Key Performance Indicators (KPIs) and derives recommendations for management from them. For example, it can recommend standard SAP services such as SAP EarlyWatch and Solution Optimization Services. • Is based on the EarlyWatch Alert knowledge engine and is linked to relevant SAP services such as SAP GoingLive Check and the SAP GoingLive Functional Upgrade Check © SAP AG TCRM10 13-12

& "( %7 " 8(7 9 ( %7 " % ; : Send EWA Data Process EWA Data If red rating Check red rated EWA Collect Data Report Check EWA Report Implement automatically forwarded to SAP* recommendations SAP > Solution Manager Deliver Services Contact customer and Implement create service plan recommendations (for example Early Customer Contact Watch) = < * Data is also forwarded when the connection is first established, then every four weeks SAP AG 2008 © SAP AG TCRM10 13-13

% Open task overview Alert Graphics System-related tasks with System- System-related integrated and automated log System monitoring of core components to detect critical situations as early as Expert monitors directly possible linked in satellite systems Support administrators working with new SAP products System monitoring and Central System Administration complement each other SAP AG 2008 System Monitoring enables you to integrate real-time alerts from SAP's Computing Center Management System (CCMS), and to display them in the system graphics for your solution. For system monitoring, software agents collect data that can be used to trigger alerts. The monitoring you configure here will form the basis for Business Process Monitoring. Central System Administration: You set up administrative tasks to manage the software components defined in your solution. You can plan administrative tasks. Overview tasks are displayed in the solution overview. © SAP AG TCRM10 13-14

* # Alerts overview of business process step Alert Graphics Monitoring session with detailed information in the step related check Detailed procedures for error handling and problem resolution Expert monitors directly linked in Precise definition of contact persons and satellite systems escalation paths Close integration of the customer’s support organization SAP AG 2008 Business process monitoring should detect potentially critical situations as early as possible. The support organization for your solution should also be able to react to problems as quickly as possible. To this end, Business Process Monitoring integrates real-time alerts from SAP's Computing Center Management System (CCMS) as well as additional alerts based on downloads from the remote systems. These alerts are displayed on the system graphics for your solution. Business Process Monitoring includes the observation of: • Business application logs (for example application log, worklist log, and so on) • Data transfer using interfaces between software components • Program scheduling management • Technical infrastructure and components that are required to run the business processes • Key figures • Execution of required periodic monitoring tasks Business Process Monitoring is not only a tool, it comprises: • Detailed procedures for error handling and problem resolution • Precise definition of contact persons and escalation paths • Close integration of the customer’s support organization © SAP AG TCRM10 13-15

7 4 & " . 4 ( Creates Message Search for Solution ! 4 ; > SAP System Provides Solution SAP Search for Solution Manager Solution SAP Notes Database Service Products Best Practices DB Forward Message < Customer's Solution : Database Provides Solution Provides Solution SAP AG 2008 The SAP support desk provides: • Problem monitoring, resolution, and processing • Escalation procedures • Interface with SAP and partners for message exchange It contains an implementation methodology for the operation of your help desk, and allows for successful capacity planning and service level reporting. An integrated customer solution database facilitates gathering, storing, and reusing customer-specific knowledge. In addition, searching for and implementing SAP Notes is facilitated by SAP Service Marketplace and SAP Note Assistant. © SAP AG TCRM10 13-16

% Runs on SAP Basis technology Can be used for all SAP technologies Integrates non-SAP products CRM Centralizes: SCM Procedural descriptions ERP Documentation Testing Configuration and Customizing Processing information Monitoring Service delivery and execution Landscape definition SAP Solution Manager Is free of charge SAP AG 2008 © SAP AG TCRM10 13-17

3 Marketing manager Analyst monitors 3 creates target group and various key factors SAP CRM marketing campaign Marketing 10 10 SAP CRM mySAP CRM 4 4 Web Channel Analytics Customer makes SAP CRM purchases in a Web shop 10 9 10 9 SAP CRM Implementation & Operation: CRM Service employee SAP Field Application provides solution 5 6 5 6 Partner Channel Mgmt toproblem customer Customizing SAP CRM Customer calls Interaction Center Channel manager creates lead; partner SAP CRM 7 7 creates order 8 8 Service SAP CRM SAP CRM Sales 6 6 Technical service Interaction representative creates service Center order and assigns Sales order is replicated in SAP it to service employee Enterprise, Note: The numbers here refer to chapters and delivery takes place SAP AG 2008 You will now use the Implementation Guide (IMG) to configure the SAP CRM system to meet your own requirements. Additionally, you will learn about the enhancement of the application of customer-specific programming using Business Add Ins (BAdIs). © SAP AG TCRM10 13-18

Application View Customizing View SAP AG 2008 There are two sides to a CRM system: • Application: A normal user calls transactions to carry out daily work (for example, creating sales orders or accepting complaints as an Interaction Center Agent). • Customizing: Using the Implementation Guide (IMG), you can configure the CRM system to specifically map the business process to your needs. The Implementation Guide (IMG) explains the steps in the implementation process, the SAP standard (factory) Customizing settings, and the system configuration activities. The hierarchical structure of the IMG is based on the application component hierarchy and lists all the documentation that is relevant to implementing the SAP system. The main section describes IMG Customizing activities, where the relevant system settings are made. By using SAP Solution Manager within the implementation phase, customers have direct integration with the required Customizing settings for the selected business scenario. © SAP AG TCRM10 13-19

(' & % 1. Create a new transaction type. 2. Make specific settings for your new transaction type. 3. Maintain item category determination. 4. Maintain copy control for transaction types. 5. Test your new transaction type. SAP AG 2008 The Customizing example given above will be described in further detail on the following slides. It gives you an idea of how a CRM system can be configured. Several Customizing activities are available. Example: Your company uses opportunity management. However, the standard opportunity transaction types do not fully meet your specific business requirements. Therefore, you define a new opportunity transaction type and set the relevant parameters to match your business requirements. This should be carried out in a typical business scenario, such as creating an opportunity that may result in a sales order. © SAP AG TCRM10 13-20

(' ; 1. Create a new transaction type. 2. Make specific settings for your Create a new transaction new transaction type. type or 3. Maintain item category determination. Copy an existing entry 4. Maintain copy control for transaction types. 5. Test your new transaction type. SAP AG 2008 The first step in the example is to create a new transaction type for the opportunity, which fulfills the requirements for the business scenario in question. Usually, this is done by copying an existing entry and changing the relevant parameters in a second step: Check the standard Customizing for an appropriate entry and, if available, copy it. Menu path: SAP Easy Access Menu → Architecture and Technology → Configuration → Customizing → SAP Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types © SAP AG TCRM10 13-21

(' > 1. Create a new transaction type. 2. Make specific settings for your Assign appropriate profiles, procedures and new transaction type. so on, to your transaction type ZPSM 3. Maintain item category determination. 4. Maintain copy control for transaction types. 5. Test your new transaction type. SAP AG 2008 An important part of creating a new opportunity transaction type is to change the necessary parameters to meet your specific needs and requirements. Menu path: SAP Easy Access Menu → Architecture and Technology → Configuration → Customizing → SAP Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types © SAP AG TCRM10 13-22

(' : 1. Create a new transaction type. 2. Make specific settings for your When you enter a product, the item category is new transaction type. determined. Therefore, it has to be maintained 3. Maintain item category in Customizing. determination. 4. Maintain copy control for transaction types. 5. Test your new transaction type. Transaction Type + Item Category Group + Item Category Usage + Main Item Category = Item Category (Default) SAP AG 2008 Simply creating a new transaction type is not sufficient to proceed further within the application. Depending on the kind of transaction type and the kind of product used, a special item category will be found. This item category manages further processing. Therefore, you must maintain item category determination. Menu path: SAP Easy Access Menu → Architecture and Technology → Configuration → Customizing → SAP Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination © SAP AG TCRM10 13-23

(' < 1. Create a new transaction type. 2. Make specific settings for your new Maintain copy control at header and item transaction type. level so that you can create follow-up 3. Maintain item category determination. documents 4. Maintain copy control for transaction types. 5. Test your new transaction type. Opportunity → Quotation Opportunity Item → Quotation item SAP AG 2008 Maintain copy control at header and item level so that you can create follow-up documents such as quotations or orders resulting from an opportunity. Menu path: SAP Easy Access Menu → Architecture and Technology → Configuration → Customizing → SAP Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Copying Control for Business Transactions: Define Copying Control for Transaction Types Define Copying Control for Item Categories © SAP AG TCRM10 13-24

(' = 1. Create a new transaction type 2. Make specific settings for your You may now create a “Trade Fair new transaction type Opportunity” (transaction type ZPSM) 3. Maintain item category within the application determination 4. Maintain copy control for transaction types 5. Test your new transaction type Copy Control New Transaction Type Item Category Determination SAP AG 2008 The last step will be to test your newly created opportunity within the application. To do this, select your created transaction type. Access path: E.g. in the role of a Sales Professional: Sales Cycle Opportunities Create © SAP AG TCRM10 13-25

* 2 Customizing View might Customer-specific be insufficient programming can be used to extend functionality This is not a modification of standard SAP source code SAP AG 2008 If Customizing settings and parameters are not sufficient to meet your requirements, Business Add-Ins (BAdIs) can be used for further enhancements. By using Business Add-Ins, customers can insert additional code without modifying the original object. Menu path: • SAP Easy Access Menu → Architecture and Technology → ABAP Workbench → Utilities → Business Add-Ins → Definition (SE18) • SAP Easy Access Menu → Architecture and Technology → ABAP Workbench → Utilities → Business Add-Ins → Implementation (SE19) BAdI Implementations can also be created from the IMG. © SAP AG TCRM10 13-26

% ? & Describe how SAP Solution Manager supports SAP CRM implementation projects and system administration Customize a new business transaction in SAP CRM SAP AG 2008 © SAP AG TCRM10 13-27

Exercises/Solutions Unit: Implementation (Customizing) Topic: Create a new transaction type At the conclusion of this exercise, you will be able to: • Create a new transaction type • Understand the basic settings for the transaction type You want to use a new transaction type specially adapted to your trade fair business. You will copy an existing transaction type and use the implementation guide (IMG) to adapt it. 1-1 Create a transaction type for an opportunity that contains an action profile for the sales assistant. 1-1-1 Go to the customizing area by selecting the following path: Architecture and Technology Configuration Customizing (transaction code SPRO): Select the button SAP Reference IMG and branch to Customer Relationship Management Transactions Basic Settings Define Transaction Types 1-1-2 Search for the existing transaction type OPPT. Choose the button Position…, enter OPPT in the field Transaction Type and choose ENTER. 1-1-3 Mark the row for OPPT and select the Copy As button. 1-1-4 Enter the abbreviation ZO## as Transaction Type and the description ##TradeFair (twice, in the right side of the transaction type and also in the Description field). Press ENTER. 1-1-5 In the Information pop-up window confirm by selecting Continue. 1-1-6 Use the appropriate button to switch to the details for the transaction type and enter the action profile OPPORTUNITY_SALES_ASSISTANT. Mark the row with the new transaction type ZO## and select the button Details. In the field Action Profile select OPPORTUNITY_SALES_ASSISTANT out of the list of possible entires. © SAP AG TCRM10 13-29

1-1-7 As the sales assistant proposed other actions for the opportunity phase, you must specify the sales cycle. Double-click on Assignment of Business Transaction Categories within the Dialog Structure on the left hand side, mark the row on the right side (Opportunity) and double-click on the Customizing header area in the Dialog Structure.. Set the Sales Cycle to 2 New Customer. 1-1-8 Save your data. 1-2 To use the new transaction type, you have to maintain the item category determination in the next step. 1-2-1 Within the customizing area branch to Customer Relationship Management Transactions Basic Settings Define Item Category Determination 1-2-2 Search (button Position) for Transaction Type OPPT and the Item Category Group (Item Cat.Group) NORM. Select Continue. Mark the row and select the Copy As button. 1-2-3 Replace the Transaction Type OPPT with the new transaction type ZO##. Select ENTER. 1-2-4 Save your entries. 1-3 Test your new transaction type in the application by creating an opportunity of the type ##TradeFair. Log on to the WebClient User Interface in the role of a Sales Professional (SALESPRO). 1-3-1 In the Navigation bar select Sales Cycle and choose Create Opportunity. Select the new transaction type ##TradeFair out of the list and enter the following data: Description: Trade Fair ## Sales prospect: ##Turner Closing date: Next week Sales Stage: Identify Opportunity 1-3-2 Note that the Sales Assistant functionality is available and active (by choosing More Sales Assistant), since an action profile was assigned in step 1-1-6. 1-3-3 On the Sales Assistant screen you can now start an action depending on the phase selected. Mark the desired row and click on Activate. Choose Back. On the Planned Activities assignment block, the result of the activation is displayed. 1-3-4 Note that it is not yet possible to create a quotation as a follow-up document. This is only possible if you have maintained the copy control for business transactions in the customizing area. © SAP AG TCRM10 13-30

1. Account Management 2. Organizational Management 3. Product Master SAP AG 2008 © SAP AG TCRM10 14-2

1. SAP CRM 2007 – Overview 5. Transaction Processing 2. Account Management 6. Activity Management 3. Organizational Management 7. Partner Processing 4. Product Master 8. Actions 9. Pricing Fundamentals 10. CRM Billing 11. CRM Middleware 12. CRM WebClient UI Appendix SAP AG 2008 © SAP AG TCRM10 15-1

! ! ! " # $ %" &' ( ) * SAP AG 2008 © SAP AG TCRM10 15-2

*+ ! ) ! , * * Explain the concept of Account Management Explain the concept of the SAP Business Partner Describe the relationships between accounts Describe account classification and the account life cycle Describe account hierarchies Explain the data exchange for business partners Describe possible enhancements SAP AG 2008 © SAP AG TCRM10 15-3

# Your 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. SAP AG 2008 © SAP AG TCRM10 15-4

! -- Account Contact Employee Individual Account Transfer from Human Corporate Resources Account department (SAP HCM) possible Group Account SAP AG 2008 The relevant terms in the "Business Partner" environment of the application are Account Management, Accounts and Contact . During account 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. • 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 Individual accounts are used in business-to-consumer (B2C) scenarios. For example, a registered resale customer in a Web shop or a private account such as a telephone company. © SAP AG TCRM10 15-5

# Business Partner Patient Relationships Employee Borrower Contact Tenant # ! ! Supplier Customer Organizational Debtor . unit , ( , - / -- SAP AG 2008 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 ERP back-end system (customer). 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 partner's functions and the business transactions in which they may be involved. A business partner relationship forms the business-relevant connection between two business partners. © SAP AG TCRM10 15-6

Person Organization Group SAP AG 2008 A business partner may be a person, a group of people, or an organization with a certain business interest. 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 . A group 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 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 must be defined when creating a new business partner and it cannot be changed later on. © SAP AG TCRM10 15-7

" Sold-to party Payer Invoice Competitor SAP AG 2008 The business partner role classifies the business partner according to business function. The roles that are assigned to a business partner mirror the partner's functions and the business transactions in which they may be involved. 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. The classification that should be assigned to a business partner (for data transfer) is determined from the business partner's role. This assignment is not visible in the UI and occurs implicitly. This classification is decided in the data exchange between SAP CRM and SAP ECC. This then determines which form the data is created in SAP ECC after it is transferred from SAP CRM. © SAP AG TCRM10 15-8

# " !- Used for describing relationships between business partners Attributes describe relationships Some relationships are time-dependent RMG Inc. Smith & Partners Business partner Business partner No. 60095 No. 62031 1st May 1995 – 31st March 2003 is shareholder of 80% SAP AG 2008 A business partner relationship 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 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 SAP GUI using transaction BUMR. © SAP AG TCRM10 15-9

" !- $ - ' Contact Person Relationship has contact person Organization Is contact person for Person Function Relationship Attributes Employee Department responsible General commercial Communication data powers of attorney SAP AG 2008 Business partner relationship categories 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 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). © SAP AG TCRM10 15-10

)) 0 )) # $ #' Any number of addresses for each business partner Address usage assigns addresses to the relevant business processes One address as standard address Postal address and/or e-mail address Address-dependent and address-independent communication data Postal validation against SAP regional structure Standard interfaces (BAdIs*) for external tools Postal validation Error-tolerant search Check for duplicate entries Data cleansing SAP AG 2008 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. © SAP AG TCRM10 15-11

1 * Characteristic Values/Attributes Office Multimedia x Internet Attribute group: "PC User" Application area Beginner Advanced x Level of expertise Expert Preferred channel Telephone Newsletter E-mail x Entry via SAP Fax CRM or Web Text msg x shop Yes No SAP AG 2008 In CRM, an attribute can be used for marketing purposes by assigning it to a business partner and then using it (when modeling target groups) to define the selection conditions for business partner profiles. 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. © SAP AG TCRM10 15-12

/# Criteria Attributes Values SOrg DChanl Division Country Attribute Value 3020 Wholesale High tech US Role Customer 2200 Wholesale Role Prospect 2200 Service Role Competitor 3120 Wholesale CA Rating Gold 1000 Wholesale DE Rating Silver 1100 Partner Role Customer SAP AG 2008 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. © SAP AG TCRM10 15-13

( ! 1. Maintain the list with contents 2. Make the assignments Criterion 1 Criteria Categories ACCOUNT Criterion 2 Sales organization Criterion 3 Distribution channel Category --> Attributes Division Criterion 4 Rating Country Criterion 5 … Category --> Criteria Sales organization Attribute 1 Attributes Distribution channel Attribute 2 Rating Country Attribute 3 Role 3. Maintain values Categories Categories Define Customer Class ACCOUNT SAP AG 2008 SAP provide 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. © SAP AG TCRM10 15-14

Corporate Account Save Cancel New Show Duplicates More Account Details ID: … Name: … Life cycle stage: Freely definable Different fields depending life cycle stages on life cycle stage "Evolution" SAP AG 2008 Life cycle stages allow you to retain the different stages of a business partner during the life cycle. Each stage represents the specific view at a certain point in time. For example, a business partner may be a prospect before becoming a customer. A life cycle stage is closely related to a role. A business partner may have several roles at the same time, but a life cycle stage is the status that the business partner has at a specific point in time. An account may be assigned several business partner roles, but just one life cycle stage. The account life cycle is delivered as a hidden function and must be activated in the UI configuration tool. © SAP AG TCRM10 15-15

! Life cycle status Fields at header level Role A Assignment block 1 Role B Assignment block 2 Role C Assignment block n Account classification Business unit Country Role No effect SAP AG 2008 The settings for the account life cycle are in Customizing: SAP Implementation Guide → Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Business Partner Roles → Define BP Role Exclusion Groups. You can define views for each life cycle stage. This means that you can specify which fields are displayed in the header of each phase and which type of fields are involved (editable, read-only or required entry fields). These settings are made in Customizing for Customer Relationship Management under Master Data → Business Partner → Accounts and Contacts→ Business Add-Ins. • Use the BAdI: Configuration of Views activity to make field modifications. • Use the BAdI: Configuration of Assignments activity to add and remove assignment blocks. • Use the BAdI: Setting of Attribute Defaults activity to assign default values to fields at account header level. For more information about using the account life cycle, see SAP Note 1097651. © SAP AG TCRM10 15-16

# )# 2 Potential Qualified Contact Stage 1 Customer Stage 2 Customer SAP AG 2008 Definition of life cycles, stages and sequences • You can specify which start stages are set when a business partner is created and which follow-on life cycle stages are permitted. You can make these settings in Customizing under Cross-Application Components followed by Business Partner → Basic Settings→ Business Partner Roles→ Define BP Role Exclusion Groups . • A business partner role exclusion group specifies which roles cannot be assigned to a business partner simultaneously. You must define a role exclusion group for the account life cycle. • You assign the relevant roles to the exclusion group. These are the life cycle stages. • You define a bridge between the roles and you determine a permitted sequence of life cycle stages. You can therefore prevent a business partner returning to an earlier stage. © SAP AG TCRM10 15-17

- ," ) Attribute Life Cycle Role Classification Assignment of Assignment of several Unique account several roles to Account Assignment classification assignment one account attributes to one allowed account allowed Influences header Yes No No fields Influences Yes Yes No assignment blocks SAP AG 2008 This slide compares some of the characteristics and attributes of the account life cycle, roles and account classification. © SAP AG TCRM10 15-18

)) 3 Templates Corporate Account Save Cancel Show Duplicates More Sales Area Data New From Template Account Buying Center Account Opportunity Fact Sheets Corporate Account Save Cancel Show Duplicates More Fact Sheet/PDF Fact Sheet SAP AG 2008 Templates: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. The UI component for the fact sheet is BSP_DLC_FS. Customers can adjust the UI of the fact sheet to meet their requirements. © SAP AG TCRM10 15-19

4 ! Account hierarchies are mapped with ! ! in CRM. For example, purchasing collaboration, chains, and so on. are also assigned to the hierarchy nodes. BP100 BP100 BP10 BP10 BP20 BP20 BP30 BP30 BP40 BP40 BP50 BP50 BP60 BP60 BP70 BP70 BP80 BP80 BP90 BP90 SAP AG 2008 Accounts are assigned to defined hierarchy nodes. Group hierarchies originally maintained in SAP CRM 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. There are three prerequisites for transferring a customer hierarchy from the ERP back end: • Initial data transfer: object DNL_CUST_THIT • The SAP ERP customer hierarchy types must be mapped to the CRM business partner group hierarchy types. • The SAP ECC R/3 table KNVH (customer hierarchies) must be downloaded into SAP CRM. Initial data transfer: object DNL_BUPA_KNVH. If this download is active, pricing account hierarchies cannot be created in SAP CRM. © SAP AG TCRM10 15-20

4 ! Conditions and price agreements are assigned to hierarchy nodes. Discount 3% Discount 3% Conditions and price agreements apply to all accounts that are assigned to the subordinate hierarchy nodes and are dependent on the Customizing settings for pricing. BP10 BP20 BP10 BP20 BP30 BP30 BP40 BP50 BP40 BP50 " - # Business partners are grouped together in a hierarchy for statistical and analytical purposes BP60 BP70 BP80 BP90 BP60 BP70 BP80 BP90 BP10 BP10 BP20 BP20 BP40 BP50 BP60 BP70 BP80 BP90 BP40 BP50 BP60 BP70 BP80 BP90 SAP AG 2008 You can create account hierarchies in different categories such as the "pricing" or "statistics" category. An account can be assigned several hierarchies from different categories. The account hierarchy is sales area-independent, including its different hierarchy levels and nodes. In an account hierarchy of the "pricing" category, you can store sales area-independent data at each hierarchy level. The account hierarchy allows you to group accounts in a multilevel group hierarchy. A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well as from account to hierarchy node. Hierarchy nodes and the dependent objects can be moved within the hierarchy. Hierarchy nodes and the dependent objects can be moved from hierarchy to hierarchy or copied. © SAP AG TCRM10 15-21

5 ! # Initial Download from Legacy System Internet Self-Registration External List Management BP Master Data SAP CRM Download from Field Applications in SAP CRM ERP Interaction Center BI WebClient (Leads) Account Processing in SAP CRM SAP AG 2008 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 SAP CRM. • Internet self-registration: Consumers can use this function in the CRM Web Channel to register themselves. A business partner is created automatically in the SAP CRM system. • CRM mobile client: A sales representative can use the field application function to create or change business partner data (such as the contact). The data is transferred when the sales representative synchronizes the local data on their laptop with the SAP CRM system. • SAP CRM Interaction Center: An agent can use the Interaction Center WebClient to create or change account information. • Processing business partners in SAP CRM: Users can create or change business partners directly in the SAP CRM system. • SAP NetWeaver BI (leads): This allows you to import lists into SAP NetWeaver BI which you can then transfer to the CRM system using the Segment Builder. • External list management: When this scenario is used, addresses obtained from address providers must be deleted from the system when a certain number of contacts is reached or when no positive reaction is elicited from the business partner after a certain period of time. © SAP AG TCRM10 15-22

6 # # # "& # " The account group of the The account group of the Grouping Grouping customer master defines the customer master defines the Determines the number range Determines the number range following: following: Business Partner Role Business Partner Role The number range The number range Business context Business context Processes a customer can be Processes a customer can be Determines the classification Determines the classification used for (partner functions) used for (partner functions) implicitly with regards to data implicitly with regards to data Field attributes (for example, Field attributes (for example, distribution distribution required entry fields) required entry fields) Classification Classification Defines which account groups are Defines which account groups are assigned to a business partner assigned to a business partner SAP AG 2008 SAP ECC (R/3) and SAP CRM have different data models: the business partner concept in CRM is more flexible than the customer master in SAP ECC (R/3). The ERP system and SAP CRM also have different concepts for the number range assignment: the data display and the data usage. SAP ECC (R/3) 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 their role. However, the necessary data must be maintained beforehand (for example, a business partner can only be used as a sold-to party when pricing data is maintained). © SAP AG TCRM10 15-23

-- ) 7 - " " Partner Role BP Role Classification Account group Sold-to party Ship-to party Sold-to party Customer 0001 Bill-to party Prospect Prospect 0005 Payer Competitor Competitor 0006 Consumer Consumer 0170 SAP AG 2008 Mapping exists between business partners in SAP CRM and ERP customers (in both directions). You can display and configure this mapping using transaction PIDE in the ERP system. You should create your own account group for the data transfer from SAP CRM to SAP ECC (R/3). You cannot define your own classifications. The Classification field is not displayed in the standard CRM WebClient UI, but it can be shown. The classification is derived from the role category (each role is assigned a role category). In SAP CRM, the roles sold-to party, ship-to party, bill-to party and payer are assigned to the Customer classification and the customer is assigned to exactly one account group. You can make system settings so that business partner data (such as customers) have the same numbers in both systems. © SAP AG TCRM10 15-24

! - ( Setting up number assignment (grouping) Forms of address Identification numbers 0 Declaring fields as required entry fields Hiding fields or making hidden fields visible ! ! ! ! 8 1* ! Creating new customer-specific fields SAP AG 2008 There are two nodes in Customizing that contain activities which are specific to the business partner: • SAP Implementation Guide → Cross-Application Components → SAP Business Partner • SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner UI configuration means the general UI configuration of the CRM WebClient UI. The main features of this are discussed in the last unit of this course and are described in detail in the course CR580 SAP CRM User Interface. © SAP AG TCRM10 15-25

! 8 1* !$ - ' New fields New table SAP AG 2008 The Easy Enhancement Workbench is a development environment with wizards which help you to add user-defined fields and tables to some of the standard SAP business objects. Customer objects, such as database tables and screens, are created by a generator, and all customer exits are implemented. This applies to the whole system; therefore, when you add to the CRM system you can also make additions to the connected SAP ERP system (for example, during the sales order). Some examples of the functions generated for the Easy Enhancement Workbench: • Additions to the ABAP Dictionary • Application table • Data elements and domains • Check table for fields • Search help • APIs for reading, changing, deleting Use transaction NEEWB to call the Easy Enhancement Workbench. Use transaction /nEEWB to call the Easy Enhancement Workbench. © SAP AG TCRM10 15-26

# 9 * Explain the concept of Account Management Explain the concept of the SAP Business Partner Describe the relationships between accounts Describe account classification and the account life cycle Describe account hierarchies Explain the data exchange for business partners Describe possible enhancements SAP AG 2008 © SAP AG TCRM10 15-27

Exercises Unit: Account Management Topic: Account Maintenance At the conclusion of this exercise, you will be able to: • Maintain accounts in the application • Explain the concept of business partners in the SAP CRM system You 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. 1-1 One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly. 1-1-1 Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system. Enter the following information in the appropriate fields: (## corresponds to your group number). Account Details Name 1 ##Stockmann Street/House Number Rue ## Postal Code 750## City Paris Country FR Language French Transport Zone Central France a) Assign the role of Sold-To Party to your account. b) Maintain the Sales Area Data in the relevant assignment block. Select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank. © SAP AG TCRM10 15-29

Enter shipping information. Shipping Own data (checkbox) Incoterms Free house Delivery Priority High Shipping conditions Standard Enter billing information. Billing Own data (checkbox) Customer Pricing Procedure Standard Currency EUR (Euro) Terms of Payment Pay immediately w/o deduction Customer Price Group New customers Price List Type Retail c) Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST and tax group FULL. Save the account. → __________________ [→ Data sheet] 1-1-2 Check whether the account has been transferred to the ERP system in the WebClient UI. Use the Identification Numbers assignment block to do this. 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 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) © SAP AG TCRM10 15-30

1-1-3 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 Rue ##A Postal Code 750## City Paris Country FR Address Type Goods receipt Save your data. 1-1-4 Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact. a) Add Michael ##Contact in account maintenance as a Contact. Title Mr. First Name Michael Last Name ##Contact Language French Function Buyer Department Purchasing Save your entries. You can see the number of the contact if you choose Edit actions ( ) to call the contact details again. → Contact ID _______________ [→ Data sheet] b) Has the contact person relationship also been created in the ERP system? Display the customer master. © SAP AG TCRM10 15-31

Exercises Unit: Account Management Topic: Customizing of Address Types At the conclusion of this exercise, you will be able to: • Set up a new address type in Customizing and use it in the account application. You 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. 2-1 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. 2-1-1 Create the new transaction ZZ## with the description ##Payer in Customizing for address determination. 2-1-2 Create the new address type ZZ## with the short description ##Payer in Customizing for address determination. 2-1-3 In Customizing, assign transaction ZZ## to address type ZZ##. 2-1-4 Test your settings in the application and add another address to the account. Assign the new address type to this address. © SAP AG TCRM10 15-33

Exercises Unit: Account Management Topic: Templates for Sales Areas At the conclusion of this exercise, you will be able to: • Create different mini-templates • Create a new template for sales area data and assign this a mini- template • Create sales area data for an account using the new template You use a large number of accounts in the CRM system and you often maintain the same sales area data. You therefore decide to create a template which contains the standardized sales area data. 2-2 You want to create and use a template for the sales area data. 2-2-1 Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Attributes. a) Maintain the template description ##Sales attributes. b) Add a line with the attributes Customer Group K (customer) and Incompleteness Group HTX1 (first BP group). Save the mini-template and do not transport it. 2-2-2 Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Sales Area Assignment. a) Maintain the template description ##Sales, Sales Area. b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Sales. Save the mini-template and do not transport it. You can skip exercises 2-2-3 to 2-2-6. If you do skip them, your template for the sales area data will consist of “only” sales attributes. Ideally, a template should consist of sales attributes, shipping attributes and billing attributes. The procedure for creating the different mini-templates is similar. Therefore, you can also skip the following four sub-exercises. © SAP AG TCRM10 15-35

2-2-3 Create the mini-template ##Sales for the Business Partner application object and mini-template type Shipping, Attributes. a) Maintain the template description ##Shipping attributes. b) Add a line with the attributes Incoterms UN (not free), Shipping Condition 02 (standard) and IDES CRM Training Company; Final customer sales; --] Delivery Priority Normal. Save the mini-template and do not transport it. 2-2-4 Create the mini-template ##Shipping for the Business Partner application object and mini-template type Shipping, Sales Area Assignment. a) Maintain the template description ##Sales, Sales Area. b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Shipping. Save the mini-template and do not transport it. 2-2-5 Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Attributes. a) Maintain the template description ##Billing attributes. b) Add a line with the attributes Customer Pricing Procedure 1 (Standard), Currency EUR (Euro) and Terms of Payment 0001 (Pay immediately w/o deduction). Save the mini-template and do not transport it. 2-2-6 Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Sales Area Assignment. a) Maintain the template description ##Billing, Sales Area. b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Billing. Save the mini-template and do not transport it. 2-2-7 Create the template ##Template with the description ##Template for Sales Area Data. Assign the mini-templates that you have just created to this template. 2-2-8 Test your settings in the application as create a new account. In the Sales Area Data assignment block, choose New from Template. © SAP AG TCRM10 15-36

Solutions Unit: Account Management Topic: Account Maintenance 1-1 One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly. 1-1-1 Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system. Choose Account Management. Choose Create → Corporate Account. Enter the following information in the appropriate fields: (## corresponds to your group number). Account Details Name 1 ##Stockmann Street/House Number Rue ## Postal Code 750## City Paris Country FR Language French Transport Zone Central France Choose ENTER. a) Assign the role of Sold-To Party to your account. Choose the Roles assignment block. Role: Sold-To Party. © SAP AG TCRM10 15-37

b) Maintain the sales area data in the relevant assignment block. Select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank. Choose the Sales Area Data assignment block. Choose New. Sales Org. ID: Use the input help. In the list of available sales areas, choose: [IDES CRM Training Company; Final customer sales; --] Enter shipping information. Shipping Incoterms 1 FH (Free house) Delivery Priority High Shipping conditions Standard Billing Customer Pricing Procedure Standard Currency EUR (Euro) Terms of Payment Pay immediately w/o deduction Customer Price Group New customers Price List Type Retail Choose Back. c Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST and tax group FULL. Choose the Tax Classification assignment block. Country ID: FR (using the input help) Tax Type ID: MWST Tax Group ID: FULL Save the account. → __________________ [→ Data sheet] © SAP AG TCRM10 15-38

1-1-2 Check whether the account has been transferred to the ERP system in the WebClient UI. Use the Identification Numbers assignment block to do this. Choose Home. 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 system, an R/3 Customer Number entry is displayed. The CRM and ERP numbers correspond in the training system. 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) Customer: <Number of account> Choose Customer’s sales areas.... At least one row should be displayed. Double-click this line and choose Continue ( ). 1-1-3 Stockmann has informed you that they have an additional address for the goods receipt. Enter the following additional address in the CRM system. Search for and open your account ##Stockmann. Choose the Addresses assignment block and choose New. Address Street/House Number Rue ##A Postal Code 750## City Paris Country FR Address Type Goods receipt Select this address type from the dropdown list. Choose Back ( ). Choose Save. © SAP AG TCRM10 15-39

1-1-4 Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact. a) Add Michael ##Contact in account maintenance as a Contact. Search for and open your account ##Stockmann. Choose the Contacts assignment block. Choose New. Title Mr. First Name Michael Last Name ##Contact Language French Function Buyer Department Purchasing Save your entries. You can see the number of the contact if you choose Edit actions ( ) to call the contact details again. → Contact ID _______________ [→ Data sheet] b) Has the contact person relationship also been created in the ERP system? Display the customer master. 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: <Number of account> Choose Continue. In General Data, the contact that you just created in CRM should be displayed on the Contact Person tab page. © SAP AG TCRM10 15-40

Solutions Unit: Account Management Topic: Customizing of Address Types 2-1 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. 2-1-1 Create the new transaction ZZ## with the description ##Payer in Customizing for address determination. SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination → Define Transactions Choose Execute ( ). Choose New Entries. Business Transaction: ZZ## Description: ##Payer Choose Save. 2-1-2 Create the new address type ZZ## with the short description ##Payer in Customizing for address determination. SAP Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination → Define Address Types Choose Execute ( ). Choose New Entries. Address Type: ZZ## Short name ##Payer Name: ##Payer address Several uses: Leave blank Choose Save. © SAP AG TCRM10 15-41

2-1-3 In Customizing, assign transaction ZZ## to address type ZZ##. SAP Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination → Assign Transaction to Address Type Choose Execute ( ). Choose New Entries. Business Transaction: ZZ## Address Type: ZZ## Choose Save. 2-1-4 Test your settings in the application and add another address to the account. Assign the new address type to this address. Search for and open your account ##Stockmann. Choose the Addresses assignment block and choose New. Address Street/House Number Rue ##B Postal Code 750## City Paris Country FR Address Type Choose Back ( ). Choose Save. © SAP AG TCRM10 15-42

Solutions Unit: Account Management Topic: Templates for Sales Areas 2-2 You want to create and use a template for the sales area data. 2-2-1 Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Attributes. SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Templates → Maintain Mini-Templates Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_SALES_ATTR Mini-Template: ##Sales Choose ENTER. a) Maintain the template description ##Sales attributes. Choose Text ( ). Template Description: ##Sales Attributes Choose Continue. b) Add a line with the attributes Customer Group K (customer) and Incompleteness Group HTX1 (first BP group). Choose Insert Line ( ). Customer Group 3. K Incompleteness Group: HTX1 Choose Save. Choose No when the “Transport Mini-Template” dialog box is displayed. Stay in template maintenance. © SAP AG TCRM10 15-43

2-2-2 Create the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Sales Area Assignment. Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_SALES_SA Mini-Template: ##Sales Choose ENTER. a) Maintain the template description ##Sales, Sales Area. Choose Text ( ). Template Description: ##Sales, Sales Area Choose Continue. b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Sales. Choose Insert Line ( ). Choose Insert Line ( ) again. Use the input help to assign sales organization IDES CRM Training Company; Final customer sales; --. Choose Continue. Mini-Template: ##SALES. Choose Save. Choose No when the “Transport Mini-Template” dialog box is displayed. 2-2-3 Create the mini-template ##Sales for the Business Partner application object and mini-template type Shipping, Attributes. Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_SHIPPING_ATTR Mini-Template: ##Shipping Choose ENTER. a) Maintain the template description ##Shipping attributes. Choose Text ( ). Template Description: ##Shipping Attributes Choose Continue. b) Add a line with the attributes Incoterms UN (not free), Shipping Condition 02 (standard) and Delivery Priority Normal. © SAP AG TCRM10 15-44

Choose Insert Line ( ). Incoterms UN Shipping Condition: 02 Delivery Priority: Normal Choose Save. Choose No in the "Transport Mini-Template" dialog box. Stay in template maintenance. 2-2-4 Create the mini-template ##Shipping for the Business Partner application object and mini-template type Shipping, Sales Area Assignment. Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_SHIPPING_SA Mini-Template: ##Shipping Choose ENTER. a) Maintain the template description ##Sales, Sales Area. Choose Text ( ). Template Description: ##Shipping, Sales Area Choose Continue. b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Sales. Choose Insert Line ( ). Choose Insert Line ( ) again. Use the input help to assign the sales organization IDES CRM Training Company; Final customer sales; --. Choose Continue. Mini-Template: ##Shipping. Choose Save. Choose No in the "Transport Mini-Template" dialog box. © SAP AG TCRM10 15-45

2-2-5 Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Attributes. Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_BILLING_ATTR Mini-Template: ##Billing Choose ENTER. a) Maintain the template description ##Billing Attributes. Choose Text ( ). Template Description: ##Billing Attributes Choose Continue. b) Add a line with the attributes Customer Pricing Procedure 1 (Standard), Currency EUR (Euro) and Terms of Payment 0001 (Pay immediately w/o deduction). Choose Insert Line ( ). Customer Pricing Procedure 1 Currency: EUR Terms of Payment: 0001 Choose Save. Choose No in the "Transport Mini-Template" dialog box. Stay in template maintenance. 2-2-6 Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Sales Area Assignment. Choose Create Template. Application Object: BUPA Mini-Template Type: CRM_BILLING_SA Mini-Template: ##Billing Choose ENTER. a) Maintain the template description ##Billing, Sales Area. Choose Text ( ). Template Description: ##Billing, Sales Area Choose Continue. b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Billing. © SAP AG TCRM10 15-46

Choose Insert Line ( ). Choose Insert Line ( ) again. Use the input help to assign the sales organization IDES CRM Training Company; Final customer sales; --. Choose Continue. Mini-Template: ##BILLING Choose Save. Choose No in the "Transport Mini-Template" dialog box. 2-2-7 Create the template ##Template with the description ##Template for Sales Area Data. Assign the mini-templates that you have just created to this template. SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Templates → Assign Mini-Templates to Templates Choose New Entries. Template: ##Template Description: ##Template for Sales Area Data Choose ENTER. Choose Save. Select ( ) the new entry ##Template. In the dialog structure, double-click Templates → Mini-Templates Mini-Template Type: CRM_SALES_SA Choose Continue ( ). Confirm the next dialog box. Choose New Entries. Mini-Template: ##Sales, Sales Area Choose Save. Choose Back ( ) twice. Select ( ) the new entry ##Template. In the dialog structure, double-click Templates → Mini-Templates Mini-Template Type: CRM_SHIPPING_SA Choose Continue ( ). Confirm the next dialog box. © SAP AG TCRM10 15-47

Choose New Entries. Mini-Template: ##Shipping, Sales Area Choose Save. Choose Back ( ) twice. Select ( ) the new entry ##Template. In the dialog structure, double-click Templates → Mini-Templates Mini-Template Type: CRM_BILLING_SA Choose Continue ( ). Confirm the next dialog box. Choose New Entries. Mini-Template: ##Billing, Sales Area Choose Save. Choose Back ( ) twice. Choose Save. 2-2-8 Test your settings in the application as create a new account. Create a new corporate account according to the previous solution. In the Sales Area Data assignment block, choose New from Template. © SAP AG TCRM10 15-48

Explain the use of the organizational model in SAP CRM Maintain an organizational model Explain the process of organizational data determination Describe and define determination rules Create an organizational data profile SAP AG 2008 © SAP AG TCRM10 16-3

! You are responsible for mapping the organizational structure of your company (marketing, sales and service) in the CRM organizational model. You have to create a new organization model, but you also have to map parts of the organizational structure of the existing SAP ERP system in the CRM system. You set up automatic organizational determination to automate your sales and service processes as much as possible. SAP AG 2008 © SAP AG TCRM10 16-4

" # Map your marketing, sales and service structure Characterize your organizational units by organizational and general attributes Define rules to determine the responsible organizational unit SAP AG 2008 You can use organizational management to set up the company’s organizational structure. Using this flexible tool you can maintain the company structure, including the positions and employees in an application, and assign specific attributes to the organizational units. Organizational management allows the automatic specification of organizational data using the organizational structure in a business transaction. It can also be used to determine business partners; for example, you can find the employee responsible for a certain business transaction (partner determination). © SAP AG TCRM10 16-5

$ For example: An activity (call) is created in an interaction center. The system uses the postal code of the client's address (for example) to determine the sales office and the sales person responsible for the client automatically. SAP AG 2008 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. © SAP AG TCRM10 16-6

%& ' Org.unit IDES Inc. Org.unit IDES US IDES UK IDES DE Org.unit Marketing US Sales organization Org.unit Sales US Service US Service organization Org.unit Sales US West Sales US East Service team US1 Sales Office Org.unit Internet Denver San Diego Position Sales manager Sales employee SAP AG 2008 You can edit the organizational model using the CRM WebClient UI. The organizational structure in the CRM system can be different from the structure in the ERP system. There are no restrictions on the levels that can be used in the structure of the CRM system. You cannot map a matrix structure with the CRM organizational model. Validity periods can be specified when creating organizational objects and object attributes, and when assigning organizational objects and object characteristics. Organizational units can be created as business partners. The system automatically creates an account for an organizational unit with the role "Organizational unit." You can specify validity periods when editing the organizational model. For example, a new sales office will open on the first of January next year. You can define this sales office and assign it an organizational model today. © SAP AG TCRM10 16-7

Organizational objects are used for the design of organizational management when creating an organizational model. Linwood Sales Great Britain organization Functional unit of a company Manchester office Sales office ( Functional task distribution of Group 1 individual items Sales manager Position Kate Kimbell Holder SAP AG 2008 Organizational objects 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 types of organizational objects: organizational units and positions. Organizational units form the basis of an organizational plan. Organizational units are functional units of a company. Depending on how a company is organized, the organizational units may be departments, groups or project teams. Positions show the functional task distribution of individual items and their report structures 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. © SAP AG TCRM10 16-8

) Functions General Attributes Used to define the type of Used to define the organizational unit. responsibilities of an organizational unit. One or more functions can be assigned to an organizational Several general attributes can unit. be assigned to an organizational unit Examples: Examples: Sales organization Country Sales office Division Sales group Distribution channel Service organization Postal code Marketing organization Transaction type SAP AG 2008 If you specify a function for an organizational unit, this information is inherited by the lower-level organizational units. You can assign certain general attributes to organizational units when creating your organizational structure. General attributes are always related to a specific function, which means you can maintain different attributes for each function. General attributes define the responsibilities of an organizational unit. You can assign several attributes to an organizational unit. You may define additional attributes for your company (table/view T77OMATTR). © SAP AG TCRM10 16-9

) ! Sales organization This involves an organizational unit in sales that structures the company according to sales requirements. It is responsible for the success of a sales area. Sales office This location is responsible for sales of products and services in a particular area. Group of sales employees who are responsible for Sales group specific products or services. A sales group has different areas of responsibility in a sales office. SAP AG 2008 The sales organization is the leading organizational unit for sales. You must always define at least one organizational unit as a sales organization in order to map standard processes for sales and service in the CRM system. Sales offices and sales groups are used to map the internal organization. © SAP AG TCRM10 16-10

) ! This is the organizational unit in the service area in which services are Service Organization planned and prepared. The service organization is responsible for the success of a service area. This is the organizational unit to which service employees are assigned according Service Team to tasks and other criteria. It performs service tasks at customer sites (for example, service technician group). SAP AG 2008 The service team is a service group, which executes the service tasks. It is relevant for resource planning. © SAP AG TCRM10 16-11

) * The marketing organization is a characteristic of the marketing plans and Marketing Organization campaigns. You can use it to define how your enterprise structures the responsibilities for the marketing activities. SAP AG 2008 You can use the marketing organization characteristic as follows: • 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. • For automatically entering and checking marketing attributes: The system can use the marketing organization to make standard entries for particular fields in the available marketing planner. • For partner determination: For example, you can use the marketing organization to determine the suitable marketing manager for the assigned marketing organization and then to assign this to the campaign (on the partner tab page). • 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. • 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. • Reporting: You can use the marketing organization for reporting. For example, you can measure the success of a particular organizational unit. © SAP AG TCRM10 16-12

) + %& ' Organizational Unit: O 50001243 Paris Office Scenario: Sales Function: Sales office General Attributes: Distribution channel: 10 Country: FR Region: 75, 91 - 95 Scenario: Service Function: Service organization General Attributes: Country: FR Region: 01 - 99 Scenario: Marketing Function: Marketing organization General Attributes: Country: FR Product Category: Monitors SAP AG 2008 The Paris office is responsible for several areas: sales, service and marketing. In the Sales scenario, the Paris office is a sales office that is responsible for the following: Distribution channel 10 (final customer sales) Country: France 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 in the Monitors category. © SAP AG TCRM10 16-13

, ! '- Define the organizational structure: (create: Customizing; change: Customizing or master data) Create organizational units and positions Assign organizational and general attributes ! '. Make the customizing settings for WIZARD automatic determination of organizational units in transaction documents ! '/ Order Automatic determination in the Sales Org. O 50001243 transaction (performed by the system) SAP AG 2008 Defining organizational management: • Define your organizational structure. You must create your organizational units, assign the attributes and positions, and determine the holders. You must create a new organizational structure in Customizing. You can change existing organizational structures within the master data. • Use the wizards to help you make the Customizing settings for automatic organizational data determination. • 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. © SAP AG TCRM10 16-14

$ ' 0-1 Manual Transaction entry or Organizational data Automatically via Responsible responsibility organizational unit Customizing Sales organization or Automatically via Distribution channel organizational model Service organization Customizing then All other organizational units derived from the responsible organizational unit SAP AG 2008 Users can enter the relevant organizational data for each transaction manually (no automatic determination). You can define rules in Customizing for automatic organizational data determination. There are two different rule types which will be described in the following slides: • Responsibility determination rules • Organizational model determination rules © SAP AG TCRM10 16-15

$ ' 0.1 Sales Order Transaction Type Search criteria Organizational Business partners data profile (for example, Determination M. J. Leconte The org. unit found is updated rule from Paris, 75 France) Container Elements Organizational Model Country, region Potential organizational units are searched for in the organizational model Evaluated Attributes or (fill container) Responsibilities Country: FR Direct specification of the Region: 75 responsible organizational unit SAP AG 2008 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. In SAP CRM, there are two types of determination rule for determining the responsible organizational units: organizational model and responsibilities. These are described in the following slides. The method used to determine the organizational data depends on the scenario because an organizational unit in the sales scenario has different attributes from an organizational unit in the service scenario. The organizational data of the transaction header may be copied at item level. There is no separate organizational data determination at item level. IMG path: SAP Implementation Guide Customer Relationship Management Master Data Organizational Management Organizational Data Determination Change Rules and Profiles © SAP AG TCRM10 16-16

$ 2$ ' %& ' Organizational model Transaction Business partner: Bardot 1. Organizational data Function: Sales organization/ Sales FR distribution channel 10 3. Responsible OU: Team 1 4. Sales organization: FR Team 1 Sales organization: Sales FR Distribution channel: 10 Distribution channel: 10 Sales organization: FR Team 2 Distribution Channel: 10 Determination rule (organizational data profile) Container: Responsibility: 2. Name 1.) A – K Team 1 2.) L – Z Team 2 SAP AG 2008 1. A transaction with business partner Bardot is entered. 2. In the above example, the Responsibility determination rule that is assigned to the organizational data profile (which is in turn assigned to the current transaction type), results in responsible organizational unit Team 1. This is because this team is responsible for business partners with the names A to K. 3. Team 1 is transferred to the transaction as the responsible organizational unit. 4. Team 1 is mapped in the organizational model with the (inherited) characteristics sales organization FR and distribution channel 10. This information is also transferred to the corresponding fields of the transaction. © SAP AG TCRM10 16-17

$ 2 %& ' Organizational model Transaction Business partner: Bardot Function: Sales organization/ 1. Sales FR distribution channel 10 3. Organizational data Sales organization: FR Team 1 Distribution channel: 10 4. Responsible OU: Team 1 Name: A – K Sales organization: Sales FR Sales organization: FR Distribution channel: 10 Team 2 Distribution channel: 10 Name: L – Z Determination rule (organizational data profile) Rule definition: Container: Search module Name 2. SAP AG 2008 1. A transaction with Business Partner Bardot is entered. 2. The organizational model determination rule is assigned to an organizational data profile, which in turn is assigned to the current transaction type. This determination rule then searches the entire organizational model for organizational units that have matching attributes. 3. Team 1 is found as the responsible organizational unit. 4. Team 1 is mapped in the organizational model with the (inherited) characteristics sales organization FR and distribution channel 10. This information is also transferred to the corresponding fields of the transaction. © SAP AG TCRM10 16-18

Transaction Type Organizational Data Profile Customizing Application Determination Rule Rule Type: Responsibilities Rule Type: Organizational Model Responsibilities can be Determination according to the assigned directly attributes of the organizational units Only organizational units, no Organizational model must be defined attributes required with attributes SAP AG 2008 Organizational data determination (always at header level) includes the following steps: • The system reads the transaction type, for example, standard order TA. • The system reads the organizational data profile that is assigned to transaction type TA, for example, 0000001 (Sales). • 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 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. © SAP AG TCRM10 16-19

+ You can create the organizational model automatically. A prerequisite for the automatic generation is that no organizational model already exists in the CRM system, because existing organizational models could be overwritten. The generation program can only be executed once. There is no subsequent delta download. Sales structure in SAP ERP Organizational model in CRM Company code Root node Sales organization 1000 2000 1000 2000 Distribution 10 20 10 OU 1 OU 2 OU 3 channel 10/01 10/02 20/01 Division 01 02 01 02 10/02 SAP AG 2008 Customizing path: SAP Implementation Guide Customer Relationship Management Master Data Organizational Management Data Transfer Copy SAP ECC Sales Structure. The transfer of the ERP sales structure is a copying process that is started using a report. 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 Application Link Enabling (ALE). © SAP AG TCRM10 16-20

! 3 Explain the use of the organizational model in SAP CRM Maintain an organizational model Explain the process of organizational data determination Describe and define determination rules Create an organizational data profile SAP AG 2008 © SAP AG TCRM10 16-21

Exercises Unit: Organizational Management Topic: Creating an Organizational Model and Setting Up Organizational Data Determination At the conclusion of this exercise, you will be able to: • Outline an organizational structure using the organizational unit and position objects • Assign the attributes of 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 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 tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsible for contacts made at trade fairs. You want to add the new department to the existing organizational model for your business and use attributes to describe the department's responsibilities. 1-1-1 Search for the organizational structure of your company, IDES CRM Training Company. 1-1-2 On the level directly below the top node, create a new organizational unit. Enter ##TradeFair as the ID and ## Trade Fair Dept. as the description. The maintenance of an address is optional. 1-1-3 To which sales organization/service organization is your new organizational unit ## Trade Fair Dept. assigned? _____________________________________________________ 1-1-4 Can you change this assignment? Explain why. ______________________________________________________ 1-1-5 Your ## Trade Fair Dept. is responsible for all trade fair contacts with business partners who have the postal code 750##. Before you enter this information, check whether there are other attributes that describe the responsibilities of ## Trade Fair Dept. which are already assigned to the organizational unit. © SAP AG TCRM10 16-23

If there are, write them down: Scenario Attribute Value Value to Where do these attributes come from? _____________________________ Add the attribute Post Code (scenario Sales) with the value 750##. 1-1-6 Your new organizational unit should be included during the organizational data determination. Make a corresponding entry. Save the new organizational unit. → ID of the organizational unit ___________ [→ data sheet] 1-2 You want to add a position to your new organizational unit. You also want to fill this position with an employee that you created yourself. 1-2-1 Create the position ##Manager under ## Trade Fair Dept. and enter the description Head of Trade Fair Dept. ##. 1-2-2 Assign an employee that has already been created in the CRM system to this new position. When searching for the employee, enter the user name CRM-##. ______________________________________________________ 1-3 Define a new determination rule in system Customizing. This is required later on to determine a suitable responsible organizational unit in business transactions. 1-3-1 You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the IMG documentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use as a template. Use ORGATTR## as the code for the new determination rule and Determination Rule ## as a description (object name). Use $TMP as the development class (package). 1-3-2 Delete the Region attribute from the container and save the determination rule. → ______________ [→ Data sheet] © SAP AG TCRM10 16-24

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 ZORGPROF## with the description Organizational Data Profile ##. 1-4-2 Choose the Sales scenario. 1-4-3 Use the determination rule you created earlier. 1-4-4 Set the Sales Organization and Distribution Channel indicators. Using this organizational data profile in business transactions will lead to error messages if the Sales Organization and/or Distribution Channel fields cannot be determined. The organizational data profile created by you will not be required until the exercises in the Transaction Processing unit. You then allocate it a separate transaction type (which you create yourself). © SAP AG TCRM10 16-25

Solutions Unit: Organizational Management Topic: Creating an Organizational Model and Setting Up Organizational Data Determination 1-1 You want to set up a new trade fair department, which will visit trade fairs and other events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsible for contacts made at trade fairs. You want to add the new department to the existing organizational model for your business and use attributes to describe the department's responsibilities. 1-1-1 Search for the organizational structure of your company, IDES CRM Training Company. Choose Sales Operations. Choose Search → Organizational Model. Find by: Organizational Unit Description: IDES CRM Training Company Valid on: <Today> Choose Search. When the search results are displayed, use the hyperlink to navigate to the details of the organizational unit that was found. 1-1-2 At the level directly below the top node, create a new organizational unit. Enter ##TradeFair as the ID and ## Trade Fair Dept. as the description. The maintenance of an address is optional. Choose Organizational Unit. Description: ## Trade fair dept. Code: ##TradeFair 1-1-3 To which sales organization/service organization is your new organizational unit assigned? In the Belongs To area of the Organizational Unit Details assignment block, you see that the sales organization and service organization IDES CRM Training Company is assigned to the new department. 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. © SAP AG TCRM10 16-27

1-1-5 Your ## Trade Fair Dept. is responsible for all trade fair contacts with business partners who have the postal code 750##. Before you enter this information, check whether there are other attributes that describe the responsibilities of ## Trade Fair Dept. which are already assigned to the organizational unit. If there are, write them down: Choose the Attributes assignment block. Scenario Attribute Value Value to Sales Distribution 10 Channel Sales Ref. currency EUR Sales Country FR Service Postal Code 75000 75099 Service Country FR Where do these attributes come from? There attributes were passed down from the IDES Training Company organizational root. You can add the Inherited indicator using the personalization options. Add the attribute Post Code (scenario Sales) with the value 750##. Choose Edit List. In the value field for the Sales scenario and Post Code attribute, enter the value 750## . 1-1-6 Your new organizational unit should be included during the organizational data determination. Make a corresponding entry. In the Organization Unit Details assignment block (area Allow Org. Unit to be Determined), set the Sales indicator. Choose Save. © SAP AG TCRM10 16-28

1-2 You want to add a position to your new organizational unit. You also want to fill this position with an employee that you created yourself. 1-2-1 Create the position ##Manager under ## Trade Fair Dept. and enter the description Head of Trade Fair Dept. ##. In the Organizational Unit assignment block, select the new ## Trade Fair Dept. organizational unit so that the following position is created under this. Choose Position. Description: ## Head of Trade Fair Dept. Code: ##Manager Head of org. unit: Set 1-2-2 Assign an employee that has already been created in the CRM system to this new position. When searching for the employee, enter the user name CRM-##. Choose Employee. Search criterion: User Name CRM-##. Choose Select table row ( ) in the results list to transfer the relevant employee. 1-3 Define a new determination rule in system Customizing. This is required later on to determine a suitable responsible organizational unit in business transactions. 1-3-1 You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the IMG documentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use as a template. Use ORGATTR## as the object abbreviation for the new determination rule and Determination Rule ## as a description (object name). SAP Menu → Architecture and Technology → Configuration → Customizing Choose SAP Reference IMG. SAP Reference IMG → Customer Relationship Management→ Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Determination Rules Choose IMG activity documentation ( ). The determination rule 10000164 (ORGMAN_7) corresponds roughly to the requirements. Close the documentation and execute the IMG activity ( ). Enter the number 10000164 in the rule field and choose Copy ( ). Enter ORGATTR## as the object abbreviation for the new determination rule and Determination Rule ## as the description (object name). Choose Copy ( ). © SAP AG TCRM10 16-29

Use $TMP as the development class (package). 1-3-2 Delete the Region attribute from the container and save the determination rule. Open the new determination rule in change mode. Select the entry Region on the Container tab page, right-click and choose Delete to delete the entry. Confirm the dialog box, save the modified determination rule and write down the number. → _________________ [→ Data sheet] 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? Choose Simulate rule resolution and enter the attributes Postal Code 750## and Country FR. The organizational unit ## Trade Fair Dept. should be displayed. © SAP AG TCRM10 16-30

1-4 Organizational data profile maintenance 1-4-1 Create the new organizational data profile ZORGPROF## with the description Organizational Data Profile ##. SAP Reference IMG → Customer Relationship Management→ Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles → Maintain Organizational Data Profile Choose New Entries and enter the data. 1-4-2 Choose the sales scenario. Choose Sales from the list of scenarios. 1-4-3 Use the determination rule you created earlier. Enter the number of the determination rule that you just created in the Organizational Model Determin. Rule field. 1-4-4 Set the Sales Organization and Distribution Channel indicators. Select Sales Organization and Distribution Channel. Save the organizational data profile. © SAP AG TCRM10 16-31

!& '! ' !' Explain the concept of the CRM product master Maintain products and enhance them using set types and attributes Explain product hierarchies and categories Explain the principles of the integration between the ERP and SAP CRM systems SAP AG 2008 © SAP AG TCRM10 17-3

"( Your company wants to open new distribution channels and to conduct the sale of its products with the CRM system. The ERP system already contains product data in the form of material masters. You therefore want to use and integrate some of this data. You also want to add to this data according to the CRM product master concept. In the future, your company wants to map service processes in CRM. You will therefore research which products you can use for this. SAP AG 2008 © SAP AG TCRM10 17-4

Materials Services WN IP "( Warranties Financing SAP AG 2008 The CRM system recognizes up to six different product types. As well as product types IP and Financing, there is the additional industry-specific product type Financial Service. The number of product types is predefined and cannot be increased in Customizing. The term Product is usually used instead of Material in the CRM WebClient UI application. ERP material master data can be transferred to the CRM system (see the other slides in this unit). • An ERP material master comprises various data and views, some of which cannot be processed in the CRM system (for example, accounting data). It is usually only general/basic data and sales-specific data that can be transferred to the CRM system. © SAP AG TCRM10 17-5

$% ' Notebook "HT-1010" (product/material) Customer warranty Repair "SRV1_4" "WP_001" 2 years (service) (master warranty) Premium support "SER_023" (service/contract product) 8.00 12.00 18.00 8.00 12.00 18.00 Time SAP AG 2008 The slide shows some of the products that might exist in standard CRM IDES systems and training systems. • Product/material HT-1010: This is a material that is loaded from the ERP system. It is salable and kept in stock. • Service SRV1_4: This is a service that was created in the CRM system. It can be used in service orders, for example. • Service SER_022: This is a service that was created in the CRM system. It contains information that is relevant for service contract processing. • Warranty WP_001: This is a (master) warranty that was created in the CRM system. It can be assigned installation components (for example, installation component 3305) and (individual) objects. Warranties are used in service processes. © SAP AG TCRM10 17-6

Display New Copy as... Change Relationships or dependencies between products can be modeled SAP AG 2008 Product maintenance in the CRM system takes place in the CRM WebClient UI. The user role determines which product types can be maintained. If the material master data of a connected ERP system is transferred to the CRM system, only limited changes can be made to the corresponding products. Exceptions to this rule can be specified in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Business Add-Ins → BAdI: Allow Changes to Product Data © SAP AG TCRM10 17-7

( ' HT-1010 R-1160 Accessories HT-1010 Customer material number MS-1010 (BP 3271) HT-1010 Service SRV1_4 Relationship Product ? SAP AG 2008 The Accessories relationship can be used in the context of product proposals (CRM marketing). Product proposals can be made for customers who order products on the Internet and employees in the Interaction Center. Selection of other relationship types: Customers (here, for example, a customer material number can be assigned) Vendors (here, for example, a vendor material number can be assigned) Components (a structured product is mapped with this) Services (default products for the service order processing) Spare parts (default products for the service order processing) Warranties (used in the product registration) The relationship Customer/distribution chain (Middleware adapter object CUST_MAT_INFO) is used to download the ERP customer material number to SAP CRM. In order to maintain relationships in the product master, explicit assignments must have been made for them in category processing (see the following slides). A separate assignment block is displayed for each relationship in the CRM WebClient UI. Customer-specific relationship types can be defined with the Easy Enhancement Workbench. Some extra steps then make these visible in the CRM WebClient UI. See SAP Note 1139562 for more information. © SAP AG TCRM10 17-8

" " Competitor Product Product master is leaner Maintenance of competitor products Relationships Integration in business processes HT-1010 HT-1010 Competitor product C-0100 C-0100 Own product Compet. Inc Compet. Inc Competitor SAP AG 2008 The competitor products function allows you to enter information about competitor products that are in direct competition with your products. From a technical point of view, competitor products are products with product type Material and are created using the competitor products function. Competitor products can be included within functions such as activity management and opportunity management. The competitor product function allows you to monitor • Competitors' products • The situation regarding your competitors and customers © SAP AG TCRM10 17-9

"( MS 1000 Basic data Sales Data CRM Data Distribution chain Product categories Product categories Control fields Control fields Marketing Marketing MAT_HAWA R3PRODSTYP Sales unit Size Item category group Color Descriptions Descriptions Groupings Groupings Additional Additional EN "Monitor 1000" Product group info info DE "Bildschirm 1000" Volume rebate group Units of measure Units of measure Sales text Sales text ... ... Base unit PC "This screen is not only flat, it is also extremely energy-efficient" SAP AG 2008 From a technical point of view, the CRM product master is a collection or arrangement of various set types that contain specific data. Set types are delivered with the SAP CRM system which contain the necessary business information for the business processes. Customers can define their own set types for additional product information. © SAP AG TCRM10 17-10

# SAP R/3 SAP R/3 SAP CRM SAP CRM SAP ECC SAP ECC Material type Material type R3PRODSTYP R3PRODSTYP Material group Material group R3MATCLASS R3MATCLASS Product hierarchy Product hierarchy R3PRODHIER R3PRODHIER Customizing download Base hierarchies SAP AG 2008 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. The adapter object for transferring the base hierarchies is DNL_CUST_PROD1. R3PRODSTYP is the default base hierarchy. Products that are loaded to the CRM system from the ERP system must belong to at least this base hierarchy. Assignments to other hierarchies are optional. If SAP CRM is implemented without an ERP back end system, preparatory steps are necessary before product master data can be created in the CRM system. These preparatory steps are documented in Customizing: SAP Implementation Guide Customer Relationship Management Master Data Products CRM Standalone. © SAP AG TCRM10 17-11

1. Generation of base hierarchies by Customizing download from ERP Hierarchy ID: Hierarchy SAP Menu → Architecture and Technology → Middleware → Data Exchange → Initial R3MATCLASS Material group Load → Start R3PRODHIER Product Hierarchy Object: DNL_CUST_PROD1 R3PRODSTYP Product Subtype 2. Assignment of the product application to a base hierarchy Sales R3PRODHIER SAP Implementation Guide → Cross- Application Components → SAP Product → Purchasing R3MATCLASS Product Category → Assign Category Hierarchies to Applications Product R3PRODSTYP 2a. Optional: Assignment of a product type to a base hierarchy Material R3PRODSTYP Service R3PRODSTYP Warranties WTY_HIER IP IP_HIER Financing FIN_HIER SAP AG 2008 To create the products of a particular product type, product categories and set type assignments that correspond to each product type must have been made. See the IMG documentation for information about using service products: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Special Settings for Service Processes → Define Service Products. See the IMG documentation for information about using warranty products: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Special Settings for Service Warranties → Define Warranties. © SAP AG TCRM10 17-12

! Basic Data Set type "units of measure" Product categories - Field is key? MAT_HAWA R3PRODSTYP - Multiple use? - Distribution-chain-dependent? - Active for templates? Descriptions Attribute "unit of measure" EN "Monitor 1000" DE "Bildschirm 1000" Attribute "volume" Attribute "gross weight" Units of measure Base unit PC Attribute "net weight" SAP AG 2008 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. Attributes help to 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 objects in the system. Particular set types (SAP standard set types) are predefined in standard systems. If they are not sufficient for your needs, you can define additional 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. If a set type is already assigned to a product category, it is only possible to change the set type description and, if necessary, add other attributes. Only those set types that are not (or no longer) assigned to a category can be deleted. © SAP AG TCRM10 17-13

" # R3PRODSTYP Hierarchy = Category (SAP) (customer) Set N = Set High Tech Set N = Set with template Set 1 Set N* = Inherited set Standard PC = Product Computer Printers Monitors Set 1* Set 2 Set 1* Set 3 Set 1* Set 4 Standard PC MS 1000 Inkjet printer Laser printer Multi-devices Set 1* Set 1* Set 1* Set 5 Set 6 Set 7 Set 3* Set 3* Set 3* Laser IT SAP AG 2008 The categories that are assigned to a product determine which product data is visible and can be maintained. Categories can also serve as groupings. Product categories are used to group products together according to various criteria. Categories inherit the product category and the set types of all higher-level categories. For example, the base hierarchy R3PRODSTYP contains the category MAT_. This contains various set types, such as basic product data and conversion of units of measure. The sub-category MAT_HAWA inherits the set types from MAT_ and has additional set types, for example, sales set types. The assignment of a product can be changed or deleted. The Recategorize Products function is only available in the SAP GUI. Example:In the above case, the general set type Set 1 (for example, administrative information relevant for each product) was assigned to the higher-level category High Tech. These attributes/fields are inherited by all subordinate categories, which in turn may be described by separate set types. For example, Set 2 could contain information about the type of hard disk and motherboard. Once a product has been assigned to a product category, the attributes and contents that are stored in the relevant set types are displayed. You can maintain conditions at category level, for example, by defining cross-product surcharges or discounts. © SAP AG TCRM10 17-14

$ Hierarchy Categories Set types Attributes Products Computer Desktops Laptops Color Template possible Monitor Size Monitors (View = tab page) characteristics Discontinued Printers model MS 1000 (category "Monitors") Monitor characteristics ( set 4) Color White Size 21-inch Discontinued model Yes SAP AG 2008 The following slides explain the various elements necessary to enhance the product master: • Hierarchies • Categories • Set types • 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 ABAP Dictionary objects, as well as function groups, function modules and screens. To display the new set type in the CRM WebClient UI, the following steps must be performed. SAP Menu → Master Data → Products → Assign Set Types to Overview Pages SAP Menu → Master Data → Products → Create UI Configuration for Set Type Set types can be assigned to categories. You can assign templates when assigning set types. Therefore, products that are categorized later are assigned predefined characteristics automatically. © SAP AG TCRM10 17-15

' ' Source Target ERP 1. Initial download (once) SAP CRM 2. Delta download (permanent) SAP AG 2008 Download of ERP material masters to the SAP CRM system Material master data is replicated from the ERP system to the CRM system by the CRM Middleware. The adapter object in question is called MATERIAL. An initial download must be made first to download the required materials and to display them as products in SAP CRM. For information about how to do this, see the application help. Subsequent changes and new materials in ERP are then transferred by a delta download. If you set up new systems with product master data, or if you want to create or change the connection between existing systems, you must read SAP Note 418886 (and related notes). These notes contain important information about how to avoid database inconsistencies. Upload of CRM products to the ERP system: You can allow or disallow uploads of each product in Customizing: SAP Implementation Guide Customer Relationship Management Master Data Products Settings for Product Type Allow Upload for a Product Type. CRM product data is not uploaded automatically in standard systems. It must be carried out manually and individually for each product. © SAP AG TCRM10 17-16

) !' Explain the concept of the CRM product master Maintain products and enhance them using set types and attributes Explain product hierarchies and categories Explain the principles of the integration between the ERP and SAP CRM systems SAP AG 2008 © SAP AG TCRM10 17-17

Exercises Unit: Product Master Topic: Product Maintenance and Enhancement At the conclusion of this exercise, you will be able to: • Maintain a product in CRM • Add your own attributes to products in CRM At the forthcoming trade fair, your want to present new products and convert potential customers into purchasers. You therefore familiarize yourself with the product maintenance functions in CRM. Some of these products already exist as material master data in the ERP system. 1-1 Create a material master record with several views in the ERP system. 1-1-1 Log on to the ERP system and call material master maintenance: SAP Menu → Logistics → Sales and Distribution → Master Data → Products → Material → Trading Goods → Create (Do not enter a material/material number. This is done by internal number assignment.) Enter the following data: Industry Sector: Retail Choose ENTER. Select the following views: Basic Data 1 and 2 Sales: Sales Org. Data 1 and 2 Sales: General/Plant Data Sales text Choose ENTER. Plant: 2200 Sales Org.: 2200 Distribution channel: 10 Choose ENTER. © SAP AG TCRM10 17-19

View: Basic Data 1: Material Short Text: ##Monitor Base Unit of Measure: PC Material Group: 00207 (monitors) Note that the field GenItemCatGroup has been prefilled with the value NORM. This field is explained in the transaction processing unit. Under Additional data, enter a description for the language FR then go back to the Main Data. If you leave material master maintenance without creating the views you selected earlier, proceed as follows: Create a new material master, but enter the material number that has been determined by the system. Next, choose only the views that you have not yet created. Additions to the material master are performed using the create transaction, NOT the change transaction. Press ENTER twice. View: Sales: Sales Org. 1 Tax Classification: 1 (for all countries) Choose Conditions. Scale quantity: 1 (PC) Amount: 129 (EUR) Choose Back ( ). Choose ENTER. View: Sales: Sales Org. 2 Note that the Item category group field has been prefilled with the value NORM. Choose ENTER. © SAP AG TCRM10 17-20

View: Sales: General/Plant Transportation Group: 0001 (On palettes) Loading Group: 0002 (Forklift) Choose ENTER. View: Sales text Sales text: This is a high-value monitor. Choose and confirm the dialog box to save the material. Material Number: ___________________ [data sheet] 1-2 Display the material master in the SAP CRM system and familiarize yourself with product maintenance. 1-2-1 Search for your product and save your search as PR_##Mon. 1-2-2 Take a closer look at your product. Has your product master been created without any errors? How many product categories is your product assigned to? Where can you find the sales price of EUR 129.00? Where can you find the sales text that you maintained? 1-2-3 Create a product master relationship. Assign material R-1120 as an accessory. When might this accessory function be used? 2-1 Add new fields to your product master in the CRM system. This involves some administrative steps that are performed using transactions in the SAP GUI. 2-1-1 First, create two new attributes in the SAP GUI. The first attribute ZDIAGONAL## (Description: size of the monitor ##) is of the type Integer (2 digits) with the value range 19 and 21 (inches). The second attribute ZMONITORTYPE## (Description: monitor type ##) is of the type Character String (5 characters) with the value range TFT (flat) and CRT (normal). 2-1-2 In the SAP GUI, create the set type ZMONITOR## (Monitor characteristics ##) for Materials and assign to it the attributes you created in the previous exercise. © SAP AG TCRM10 17-21

2-1-3 In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy group ##) and two categories. The first category ROOT (Dummy entry##) should not be assigned to a product type and it should not be possible to assign products or objects to this category. We recommend that you first define a root node so that later you can assign several categories at the same level. The second category ##MONITORS (monitors of group ##), should be assigned to the product type Material. It should also be possible to assign products and objects to this category. Assign the set type created by you (ZMONTOR##) to this category. Save your entries. 2-1-4 For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise. © SAP AG TCRM10 17-22

Exercises Optional Exercises 3-1 Templates in the product master. 3-1-1 Display the set type ZTMONITOR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise? 3-1-2 Go to Customizing and call mini-template maintenance (for products). SAP Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates Display the product mini template with the ID/description ZTMONITOR. You should see two attributes containing default values (Speaker-out and Maximum Contrast). 3-1-3 Display the category 00010 of the product hierarchy PCSHOP_01 in the CRM WebClient UI. Apart from the assigned set types, what else can you see? 3-1-4 For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. What do you notice? © SAP AG TCRM10 17-23

Exercises Alternative Service Scenario Alternative Service Scenario: 1-1 Create a Service in the CRM system. 1-1-1 Log on to the SAP CRM system, go to product maintenance and create the service ##Repair (Repair Group ##) with the category Service Product with Resources. Maintain the following data: Item Category Group: SRVO (service item) Work Duration: 60 minutes Tax Classification: FR – MWST – FULL Distribution Chain: IDES TR / 10 Base Unit of Measure: AU The price (condition type 0PR0) for a ##Repair work is to be maintained depending on the product; in distribution channel IDES TR / 10 it amounts to EUR 50. Save the product data. 1-1-2 Search for your product and save your search as PR_##Rep. 2-1 Add new fields to your product master in the CRM system. This involves some administrative steps that are performed using transactions in the SAP GUI. 2-1-1 First, create two new attributes in the SAP GUI. The first attribute ZTOOL## (Description: Tool required ##) is of the type checkbox with the value range Yes and No. The second attribute ZTOOL1## (Description: Tool ##) is of the type character string (10 characters), has multiple values and has the value range MULTIMETER (multimeter) and PLIERS (pliers). 2-1-2 In the SAP GUI, create the set type ZREPAIR## (Repair characteristics ##) for Services and assign it the attributes you created in the previous exercise. Make sure you set the Multiple Values Poss. indicator for the attribute ZTOOL1. © SAP AG TCRM10 17-25

2-1-3 In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy group ##) and two categories. The first category ROOT (Dummy entry##) should not be assigned to a product type and it should not be possible to assign products or objects to this category. We recommend that you first define a root node so that later you can assign several categories at the same level. The second category, ##REPAIR (Repair of group ##), should be assigned to the product type Service. It should also be possible to assign products and objects to this category. Assign the set type created by you (ZREPAIR##) to this category, as well as the view ID BASIC (General). Save your entries. 2-1-4 For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise. © SAP AG TCRM10 17-26

Exercises Optional Exercises/Solutions 3-1 Templates in the product master. 3-1-1 Display the set type ZTREPAIR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise? 3-1-2 Go to Customizing and call mini-template maintenance (for products). SAP Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates Display the product mini template with the ID/description ZTREPAIR. You should see two attributes containing default values (Qualified Worker and Drivers Licence). 3-1-3 In the CRM WebClient UI, display the category ZTSERVICE_01 of the product hierarchy ZT_HIER. Apart from the assigned set types, what else can you see? 3-1-4 For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. What do you notice? © SAP AG TCRM10 17-27

Solutions Unit: Product Master Topic: Product Maintenance and Enhancement 1-1 Create a material master record with several views in the ERP system. 1-1-1 Log on to the ERP system and call material master maintenance: SAP Menu → Logistics → Sales and Distribution → Master Data → Products → Material → Trading Goods → Create Enter the data specified in the exercise. 1-2 Display the material master in the SAP CRM system and familiarize yourself with product maintenance. 1-2-1 Search for your product and save your search as PR_##Mon. Start the CRM WebClient UI. Choose Sales Operations. Choose Search → Products. Product ID: <your material number> Choose Search (ENTER). If your search is successful: Save the search as: PR_##Mon. Choose Save. 1-2-2 Take a closer look at your product. Has your product master been created without any errors? Choose the hyperlink (Product ID) to display the details of the product master. How many product categories is your product assigned to? The product is assigned to both categories MAT_HAWA (R3PRODSTYP) and 00207 (R3MATCLASS). All the information (material type and material group) was derived from the material master of the ERP system. Where can you find the sales price of EUR 129.00? In the Prices assignment block. Where can you find the sales text that you maintained? Open the Distribution Chains assignment block. Choose Edit ( ). © SAP AG TCRM10 17-29

1-2-3 Create a product master relationship. Assign material R-1120 as an accessory. Open the Accessories assignment block. Choose Edit List. Accessory ID: R-1120. Choose ENTER. Choose Save. When might this accessory function be used? Accessories could be displayed as product proposals when an order is created in a Web shop or interaction center, for example. 2-1 Add new fields to your product master in the CRM system. This involves some administrative steps that are performed using transactions in the SAP GUI. 2-1-1 First, create two new attributes in the SAP GUI. SAP Menu → Master Data → Products → Maintain Set Types and Attributes Attribute: ZDIAGONAL## Choose Create. Short text: Size of monitor ## Attribute Type: Integer Attribute Length: 2 Choose the Value Range tab. Single Value or Lower Limit: 19 and 21 (one row each) Fixed Value Description: 19 inch and 21 inch Choose Save and Back. Attribute: ZMONITORTYP## Choose Create. Short text: Monitor type ## Attribute Type: Character string Attribute Length: 5 Choose the Value Range tab. Single Value or Lower Limit: TFT and CRT (one row each) Fixed Value Description: Flat and Normal Choose Save and Back. © SAP AG TCRM10 17-30

2-1-2 In the SAP GUI, create the set type ZMONITOR## and assign it the attributes you created in the previous exercise. SAP Menu → Master Data → Products → Maintain Set Types and Attributes Set Type: ZMONITOR## Choose Create. Short text: Monitor characteristics ## Product Type: Material (set the indicator) Choose the Assigned Attributes tab page. Attribute: ZDIAGONAL## Attribute: ZMONITORTYP## Save the set type. 2-1-3 Create a product hierarchy and two categories in the CRM WebClient UI. Choose Sales Operations. Choose Search → Product Hierarchies. Choose New in the result list. Hierarchy ID: ##HIER Description: Hierarchy Group ## Choose ENTER. Choose New in the Categories assignment block. Category: ROOT Choose ENTER. Choose New. Hierarchy structure: ##MONITORS Category: Monitors of Group ## Product Type: Material Enter the set type ID ZMONITOR## in the Assigned Set Types assignment block. Save your data. © SAP AG TCRM10 17-31

2-1-4 For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. Call transaction COMMPR01. Choose Open product ( ). Product ID: <your product number> In the Product Categories area, enter the hierarchy ID ##HIER and then select the category ##MONITORS in the Category ID field. Choose ENTER. After a few seconds you see two new fields in the product master. To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise. © SAP AG TCRM10 17-32

Solutions Optional Exercises/Solutions 3-1 Templates in the product master 3-1-1 Display the set type ZTMONITOR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise? SAP Menu → Master Data → Products → Maintain Set Types and Attributes Set Type: ZTMONITOR Choose Display. The Template Enabled indicator is set in the characteristics. 3-1-2 Go to Customizing and call mini-template maintenance (for products). SAP Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates Display the mini-template CR100 (monitor characteristics). ID/Description: ZTMONITOR Choose Start. Expand the entry and double-click the template below. You should see two attributes with prefilled values (Speaker-out and Maximum contrast). 3-1-3 Display the category 00010 of the product hierarchy PCSHOP_01 in the CRM WebClient UI. Apart from the assigned set types, what else can you see? Choose Sales Operations. Choose Search → Product Hierarchies. Hierarchy ID: PCSHOP_01 Choose Search. Use the hyperlink to display the hierarchy’s details. Select the line ( ) with category 00010 (Extras) The Assigned Set Types assignment block contains a Template (Monitor Characteristics (Template)) as well as the set type. © SAP AG TCRM10 17-33

3-1-4 For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. What do you notice? Choose the SAP Basic Data view. In the product category area, enter the hierarchy ID PCSHOP_01 and then select the category 00010 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 TCRM10 17-34

Solutions Alternative Service Scenario: Alternative Service Scenario: 1-1 Create a Service in the CRM system. 1-1-1 Log on to the SAP CRM system, go to product maintenance and create the service ##Repair (Repair Group ##) with the category Service Product with Resources. Choose Accounts & Products. Choose Create → Service Service ID: ##Repair. Service: Repair group ## Base Category: Service Product with Resources (SER_0001) Choose ENTER. Base Unit: AU Item Cat. Group: SRVO Duration of Work: 60 minutes Open the Taxes assignment block. Country: FR Tax Type ID: MWST Tax Group ID: FULL Open the Distribution Chains assignment block. Choose New. Sales Organization: O 50005807 (Use the input help) Distribution channel: 10 Choose Back. Open the Prices assignment block. Choose New. Price Type: Product Price © SAP AG TCRM10 17-35

Enter the following data: Sales Organization: IDES TR (Use the input help) Distribution Channel: 10 Amount: 50 Currency: EUR Choose Back. Choose Save. 1-1-2 Search for your product and save your search as PR_##Rep. Choose Accounts & Products. Choose Search → Services. Service ID: ##Repair If your search is successful: Save the search as: PR_##Rep. Choose Save. 2-1 Add new fields to your product master in the CRM system. This involves some administrative steps that are performed using transactions in the SAP GUI. 2-1-1 First, create two new attributes in the SAP GUI. SAP Menu → Master Data → Products → Maintain Set Types and Attributes Attribute: ZTOOL## Choose Create. Short text: Tool required ## Attribute Type: Checkbox Choose the Value Range tab page. Fixed Value Description: No, Yes. Choose Save and Back. © SAP AG TCRM10 17-36

Attribute: ZTOOL1## Choose Create. Short text: Tool ## Attribute Type: Character string Attribute Length: 10 Multiple values possible: Set the indicator Choose the Value Range tab page. Single Value or Lower Limit: Multimeter and Pliers Fixed Value Description: Multimeter and Pliers Choose Save and Back. 2-1-2 In the SAP GUI, create the set type ZREPAIR## (Repair characteristics ##) for Services and assign it the attributes you created in the previous exercise. Make sure you set the Multiple Values Poss. indicator for the attribute ZTOOL1. SAP Menu → Master Data → Products → Maintain Set Types and Attributes Set Type: ZREPAIR## Choose Create. Short text: Repair characteristics ## Product Type: Service (set the indicator) Choose the Assigned Attributes tab page. Attribute: ZTOOL## Attribute: ZTOOL1 ## and set the Multiple Values indicator. Save the set type. © SAP AG TCRM10 17-37

2-1-3 In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy group ##) and two categories. Choose Accounts & Products. Choose Create → Product Hierarchy. Hierarchy ID: ##HIER Description: Hierarchy Group ## Choose ENTER. Choose New in the Categories assignment block. Category: ROOT Choose ENTER. Choose New. Hierarchy structure: ##REPAIR Short text: Repair of group ## Product Type: Service Enter the set type ID ZREPAIR## in the Assigned Set Types assignment block. Save your data. 2-1-4 For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. Call transaction COMMPR01. Choose Open product ( ). Product ID: <your product number> In the Product Categories area, enter the hierarchy ID ##HIER and then select the category ##REPAIR in the Category ID field. Choose ENTER. After a few seconds you see two new fields in the product master. To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise. © SAP AG TCRM10 17-38

Solutions Optional Exercises/Solutions 3-1 Templates in the product master. 3-1-1 Display the set type ZTREPAIR. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise? SAP Menu → Master Data → Products → Maintain Set Types and Attributes Set Type: ZTREPAIR Choose Display. The Template Enabled indicator is set in the characteristics. 3-1-2 Go to Customizing and call mini-template maintenance (for products). SAP Implementation Guide → Cross-Application Components → SAP Product → Templates → Maintain Mini-Templates Display the mini-template CR100 (repair characteristics). ID/Description: ZTREPAIR Choose Start. Expand the entry and double-click the template below. You should see two attributes containing default values (Qualified worker and Drivers License). 3-1-3 Display the category ZTSERVICE_01 of the product hierarchy ZT_HIER. Apart from the assigned set types, what else can you see? Choose Accounts & Products. Choose Search → Product Hierarchies. Hierarchy ID: ZT_HIER Choose Search. Use the hyperlink to display the hierarchy’s details. Select the line ( ) with category ZTSERVICE_01 (Service). The Assigned Set Types assignment block contains a Template (Repair Characteristics (Template)) as well as the set type. © SAP AG TCRM10 17-39

3-1-4 For test purposes, call product maintenance in the SAP GUI (transaction COMMPR01) and change your product by making another category assignment. After you have released the data (ENTER), the new fields become visible. Use the input help (F4) to maintain values and save the product. What do you notice? Select the General view. In the product category area, enter the hierarchy ID ZT_HIER and then select the category ZTSERVICE_01 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 TCRM10 17-40

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