(SAP CRM BASE CUSTOMIZATION)

ACCOUNT AND CONTACT MANAGEMENT

Business Partner (BP): It is an entity with whom your organization has business relationship. Example: sold-to-party: A Partner function(BP) who places an order for the goods. ship-to-party: A partner function(BP) to whom the goods will be delivered Bill-to-party: A partner function(BP) on whose name the invoice will be raised Payer: A partner function(BP) who pays the bill. CREATING BP: T-CODE: [BP] BP Category: The classification of BP as a 1. Person (natural person) 2. Organization (a company, a dept of a company etc.,) 3. Group (executive board, married couple etc.,) Note: - The BP category must be defined when creating a new BP and it cannot be changed lateron. It is not possible to create any new categories other than person, org, and group. BP Grouping: Grouping is a container that holds number intervals. A number interval is a range of numbers that can be assigned to BP. Number ranges are of 2 types 1. Internal 2. External. Internal number range: While saving the BP master, the system assigns a sequential number which lies in the relevant number range interval. External number range: Before saving the BP master, the user assigns a number which lies in the relevant number range interval. Note: - Whenever a BP is created, it needs to be assigned to grouping. Define Groupings: Step-1: Define number ranges:

(SAP CRM BASE CUSTOMIZATION) PATH: IMG -> CROSS APPLICATION COMPONENTS(CAC) -> SAP BP -> BP -> BASIC SETTINGS -> NUMBER RANGES AND GROUPING -> DEFINE NUMBER RANGES. (Or) T-CODE: [BUCF] Click on change intervals button. Click insert interval (+) and specify Number range number: specify an ID From number: specifies the lower limit of the interval To number: specifies the upper limit of the interval. Current number: displays the last number assigned for internal number range intervals. Ext: This indicator determines whether the number range interval is external (if checked) or internal (if unchecked) After specifying the required details press enter/interval. Save.

Step-2:

Define groupings and assign number ranges

PATH: IMG -> CROSS APPLICATION COMPONENTS(CAC) -> SAP BP -> BP -> BASIC SETTINGS -> NUMBER RANGES AND GROUPING -> DEFINE GROUPINGS AND ASSIGN NUMBER RANGES.. Click new entries and specify, Grouping: an ID Short name: Description: Number range: assign the number range that was created in 1st step. Ext: Internal standard grouping: If we check this radio button, this internal grouping is used as standard grouping. External standard grouping: If we check this radio button, this external grouping is used as standard grouping. Hide: specifies the grouping is hidden and cannot be available for selection. Save the data. BP ROLE: It defines the functions (access and authorities) that a BP can have in various business transactions. By default all the BPs are created in BP-general role which requires basic data like name, address etc., Eg:- sold-to-party, ship-to-party etc.,

(SAP CRM BASE CUSTOMIZATION) By extending BPs into different roles, the role connected information will be added to the basic data.

Defining BP role PATH: IMG -> CROSS APPLICATION COMPONENTS(CAC) -> SAP BP -> BP -> BASIC SETTINGS -> BP ROLES -> DEFINE BP ROLES. CLICK NEW ENTRIES AND SPECIFY BP role: an ID Title: Description: Hide: BP role category: It is an attribute of a BP role which makes it possible for SAP and user programs to program on the BP role. Standard assignment BP role -> BP role category: As a role category can be assigned to more than one role, it is necessary that any one of these assignments will have this indicator checked. By this indication checked when BAPi (business application programming interface) or API (application programming interface) is used to read data with the help of role category so that the corresponding role would be determined. Additional BP roles for BP role category: list of BP roles assigned to BP role category will be displayed. BP View: specifies which data should be displayed when the BP role is selected. BP view controls the screens in BP master. Position: specifies the position of the current BP role in the selection list during BP creation. Save and exit.

Note: 1. BP role category controls possible BP categories org, person, group for a BP role. Role category depends on Differentiation type. Under BP role category we have a field differentiation type which is a specification used internally by the system to distinguish between objects (called differentiation type elements). Eg: The sales area differentiation type consists of the sales organization, distribution

(SAP CRM BASE CUSTOMIZATION) channel, and division Differentiation type elements. 2. Example: creating differentiation types: From easy access menu goto the T-CODE: [BUPT] ->SAP MENU -> BDT GENERAL -> DIFFERENTIATION TYPES.

BP Role groupings: It allows you to group together several BP roles. Note: while we create a BP by selecting our BP role groupings from the create in BP role, all the roles that are grouped in BP role grouping will be assigned to the BP Defining BP role groupings: PATH: IMG ->CAC -> SAP BP -> BP -> BASIC SETTINGS -> BP ROLES -> DEFINE BP ROLE GROUPINGS. Click new entries and specify Role grouping: an ID Title: Description: Role group categories: It is an attribute of a BP role grouping which makes it possible to program on the BP role grouping. Title: Hide: Role grouping view: controls the screens to be displayed. Save and go back 1 step Select the newly created role grouping Click BP role groupings -> BP roles New entries and specify required BP roles. Save and exit

BP view BP view controls the data sets (screens) available for selected BP role. Defining BP view PATH: From SAP easy access menu use T-CODE:[BUPT] -> SAP MENU -> BP -> CONTROL -> DIVISIBILITY ->BP VIEWS. T-CODE: [BUSD] New entries and specify

(SAP CRM BASE CUSTOMIZATION) BP view: an ID Title: Description: Double-click on BP view -> data sets New entries Select the required data sets Save and exit. BP general data view customizations: 1. Address tab: a. Defining title: PATH: IMG -> CAC -> SAP BP -> BP -> BASIC SETTINGS -> FORMS OF ADDRESS -> MAINTAIN FORMS OF ADDRESS. New entries and specify the required data. Save and exit. b. Defining country/region/country-specific checks: PATH: IMG -> SAP NETWEAVER -> GENERAL SETTINGS -> SET COUNTRIES -> SPECIFY COUNTRIES/SET COUNTRY-SPECIFIC CHECKS/INSERT REGIONS. 2. Address overview tab: a. Business address services (BAS): BAS is used for maintaining multiple addresses for a BP. Eg: mailing address, e-mail, phone numbers, fax etc., Step-1: Defining transaction: PATH: IMG -> CAC -> SAP BP -> BP -> BASIC SETTINGS ->ADDRESS DETERMINATION -> DEFINE TRANSACTIONS New entries, specify required data. Save and exit Step-2: Defining address types: PATH: same as above. New entries Specify the type of address eg: mailing address, e-mail address etc., Specify short name. Save and exit BP relationships

(SAP CRM BASE CUSTOMIZATION) A BP relationship establishes a business-relevant connection between 2 BPs using relationship category (it can be time-depandent) IT can be of 2 types 1. One-way 2. Un-directed One-way: In a one way relationship category, the relationship extends from one partner to another but not vice-versa. Eg: is employee of Undirected: opposite to one-way. Eg: is married to Defining BP relationship categories PATH: FROM SAP EASY ACCESS MENU USE THE T-CODE:[BUBA] Or from SAP EASY ACCESS menu use the T-code: [BUPT] -> SAP MENU -> BP RELATIONSHIPS -> CONTROL -> RELATIONSHIP CATEGORIES. Select BUR001 (contact person relationship) Copy as, rename Save and exit. Contact Person: is the point of contact at customers place. Customizations for contact person role PATH: IMG -> CAC -> SAP BP -> BP relationships -> CONTACT PERSON 1. Define departments 2. Define functions 3. Define power of attorney 4. Define VIP entries BP Templates (Master data Templates) A template is a reusable component that contains common data. Process flow for working with templates Step-1: create mini-template and maintain the required common data (sales area independent data) Step-2: create another mini-template and maintain sales area, and then assign the mini-template created in step-1. Step-3: create a template and assign the mini-template created in step-2. Step-4: assign the template to the templates tab page in the BP maintenance. Step-5: go to sales area data view and assign the sales area which was specified in step-2 Step-6: check for the data determined from template.

(SAP CRM BASE CUSTOMIZATION) Creating mini-templates and template PATH: IMG -> CRM -> MASTER DATA -> BP -> TEMPLATES 1. Maintain mini-templates (or T-code: TFWB) 2. Assign mini-templates to templates. Creating mini-templates (sales area independent data) Click create template button and specify Application object: BUPA Mini-template type: CRM_SALES_ATTR Mini-template: ZHLLMT (an ID) Click text button and specify the description. Click insert line(+) to add required data Save No Again click on create template button and specify Application object: BUPA Mini-template type: CRM_SALES_SA Mini-template: ZHLLSA (an ID) Click text button and specify description Click insert line(+) to add required sales area. Save No Creating Template and assigning mini-template to template Click on assign mini-templates to templates New entries Specify an ID = ZHLLTEMP and description Save Continue Highlight the template and double-click templates -> mini-templates. Specify mini-template type = CRM_SALES_SA Continue Continue New entries Specify mini-template type = ZHLLSA Save and exit. Now perform step-4, 5 and 6 Note Sales area data customizations for sales/shipping/billing:

(SAP CRM BASE CUSTOMIZATION) PATH: IMG -> CRM -> MASTER DATA -> BP -> DEFINE ATTRIBUTES 1. Define customer groups 2. Define shipping conditions Etc.,

Visual Configuration Tool (VCT) Using VCT we can change the 1. Layout of the screen 2. Sequence of screens 3. Screen title 4. Frame title. Using VCT for adding new tab and fields to it: PATH -> IMG -> CAC -> SAP BP -> BASIC SETTINGS -> SCREEN CONFIGURATION -> CONFIGURE SCREENS Expand general data Double-click contact person VCT window will open Click process screen sequence to turn on screen sequence mode Click the button overview on Click new screen Double-click on the new screen to change the title Continue Click process screen layout Click the newly created screen and identification screen Drag the required fields from identification screen to the new screen Continue (enter) to close VCT Save and exit Create BP with the role contact person and check for the new tab. Note: 1. To hide a tab there should be no fields available in that tab 2. To change sequence of tabs, use drag and drop 3. To change tab title, double-click on the empty area of the screen. 4. To change section title, double-click on the title of that section. 5. At any point of time, we can reactivate the original SAP configuration. VCT effects will influence only GUI.

(SAP CRM BASE CUSTOMIZATION)

ORGANISATIONAL MANAGEMENT
Org mgmt tool allows you to maintain your companys functional org structure. Advantages of org model: 1. It is a flexible tool which helps you to maintain the company structure including the positions and employees. 2. It allows you to determine org units automatically into business transactions. Org objects In order to build the org model for your company we use 2 different objects 1. Org unit 2. Position Org unit: these are the functional units of the company which form the basis of org model. Position: these represent the functional task distribution of individual items and their report structure. Positions can be occupied by employees/users Functions: These are the possible applications in which an org unit is valid. 1. With the help of the functions we can control which attributes are available and which properties they have. 2. We can use one org structure/unit for different applications. Eg: sales, service etc Attributes Attributes represent a specific data which can be assigned to org units while creating org structure. Attributes help the determination of responsible org units into different business transactions. It is not possible to assign attributes to positions and employees. There are 2 types of attributes

(SAP CRM BASE CUSTOMIZATION)

1. Org attributes: define the type of org unit. Eg: - sales office, service team

etc., 2. General attributes: define the responsibility of org unit. Eg: - dictribution channel, division etc., Note 1. Attributes are always maintained for a specific scenario. 2. General attributes can have more than 1 value. 3. Attributes are passed on to the subordinate org unit and they cannot be overwritten. PATH: IMG -> CRM -> DATA -> ORG MANAGEMENT -> ORG MODEL -> 1. Create org model(T-CODE: PPOCA_CRM) 2. Change org model (T-CODE: PPOMA _CRM) Creating org model: Specify the validity period for root org object Continue Go to basic data tab and specify an ID:HLL Description: Hindustan Lever Ltd Go to address tab and specify the required address. Go to function tab and select the scenario sales Go to attributes tab and maintain value for the attribute country = IN Save Right-click on root object and click create Choose org unit Maintain ID:DSO Description: domestic sales org Go to address tab and maintain the required address. Go to function tab and select the radio button sales and check the field sales organization. In the attributes tab maintain distribution channel and division. Creating sales office under DSO Right-click on DSO and choose org unit Maintain ID: SO Description: sales office Go to address tab and specify the required address. In the function tab under sales scenario select the check box for the field sales office.

(SAP CRM BASE CUSTOMIZATION) Go to attributes tab and maintain postal code. Save

Creating sales group Right-click on DSO Create org unit and maintain ID: SG Description: sales group. Go to function tab and select the check box for the field sales group. Save

Creating positions for sales office Right-click on SO and choose create -> position and maintain ID: SM Description: sales manager. Save Assigning employee to position Right-click on the position Choose assign -> BP Maintain BP ID Save and exit. Defining distribution channels PATH: IMG -> CRM -> MASTER DATA -> ORG MANAGEMENT -> ORG DATA FOR SALES SCENARIO -> DEFINE DISTRIBUTION CHANNELS. New entries Maintain ID: WH Description: wholesale Save

Defining divisions PATH: IMG -> CRM -> MASTER DATA -> ORG MANAGEMENT -> DEFINE DIVISION SETTINGS -> DEFINE DIVISIONS New entries and maintain ID: SO Description: soaps. save

(SAP CRM BASE CUSTOMIZATION)

PRODUCT MASTER Products are the goods which are the object of a cos business activities. These are scalable items and can be either tangible or intangible. CRM recognizes 6 different product types 1. Material Configurable. Example: PC Non-configurable. Example: Compact Disk 2. Service. 3. Warranty. 4. Intellectual Property (IP) media specific products. 5. Finance. 6. Finance servicing. The CRM product master is a group of various set types (attributes) that contain specific data. Set types correspond to database tables. Set types are displayed on various views (tab pages) in GUI, and on different assignment blocks in webUI Product master includes pre-defined set types like Basic data. Short texts. Conversion of unit of measure. Etc., The product master is the central source from which product-specific data can be retrieved. Enhancement of the product master by user-defined set types is possible. Steps in enhancing a Product 1. Create attributes, set types and assign attributes to set types. 2. Create hierarchy, base category and product categories. and 3. In product master -> enter the product category in product categories section (basic data tab). Product Master Product Categories (basic data tab)

Attribute SET TYPE Value 1 Value - 2

Hierarchy Base Category Product Category

(SAP CRM BASE CUSTOMIZATION)

Note: 1. Set types: Set types are group of attributes (eg: attributes enable us to perform detailed modeling of a product. 2. Hierarchy: Hierarchies allow us to create classification relationship between categories. 3. Product categories: These are used to group products various criteria. Categories inherit the product categories super ordinate categories.

of a product). Set types structure showing the together according to and the set types of all

Product relationships: Product relationship section help us to record how products are related to other products/customers/competitors etc.,. Eg: accessories, customer product number, service products, warranties etc., Creating a product Login into webui under sales role Sales operations -> products o Click product and specisy ID: ZLUX Description: HLL lux soap Base category: MAT_HAWA (trading goods) Base unit: pc Item cat group: NORM (standard item) o Go to accessories assignment block and assign the required products o Go to process assignment block o Click new and specify Price type: product price Ok Sales org: US internet sales and service D.channel: 30 Amount: 100 Currency: USD Proce unit: 1 Product unit: pc o Maintain validity period if required o Status color should turn to green o Back o Save.

(SAP CRM BASE CUSTOMIZATION)

Creating set types and attributes T-code: COMM_ATTRSET Or PATH -> SAP EASY ACCESS MENU -> MASTER DATA -> PRODUCT -> MAINTAIN SET TYPES AND ATTRIBUTES. Creating attribute Select the radio button attribute Specify ID = ZCOLOR Click create button And maintain short text = color Go to definition tab and specify attribute type=character string length = 10 Go to value range tab and maintain the following values Single value fixed value description RE red GR Green Save and exit

Creating set type Select the radio button set type Specify description = zhllsettype Click create Maintain description = set type for HLL SOAP attributes Select the check box material Go to assigned attribute tab and assign the attributes created above Save and exit

Creating new hierarchy and categories T-code: COMM_HIERARCHY Or PATH: SAP EASY ACCESS MENU -> MASTER DATA -> PRODUCTS -> MAINTAIN CATEGORIES AND HIERARCHIES Click new hierarchy button And maintain the following values Hierarchy ID: ZHLLHIERARCHY Text: hll product hierarchy Continue Click new category button

(SAP CRM BASE CUSTOMIZATION)

Maintain category ID: ZHLLCAT Description: HLL PRODUCT CATEGORY Continue Save Highlight ZHLLCAT and Click new category button and maintain Category id: zhllsubcat Description: hll product sub category Go to category tab and specify product type=material Go to set types tab Click add set type (+) Specify settype=zhllst (created above) Save

Create a product and assign the category created above(ZHLLSUBCAT) and check for the color field.

ORGANIZATIONAL DATA DETERMINATION Enables the system to automatically determine the responsible organizational units (eg: sales office, service team) into transaction documents. 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. Two different types of rules can be used to for automatic organizational data determination. 1. Organizational model determination rules 2. Responsibility determination rule. Organizational model determination rules: In this rule, the system use the attributes assigned to the organizational structure to determine the org units. During transaction processing when the BP id is entered, the system take the org attributes from the BP master data and searches for the relevant attributes in the entire org structure, after it finds the similar attributes it will determine the corresponding org units into transaction document. Responsibility determination rule: We have to specify the attributes and responsible org units in the rule itself. During Transaction processing when the BP id is entered, this rule compares its attribute values with BP master data and if they match it immediately assigns the org units to transaction document.

(SAP CRM BASE CUSTOMIZATION) Note: pre-requisite In org structure the indicator object permitted in determination should be checked for the org units which you want to determine during transaction processing. Exercise 1st step: check in the org model that the required org units you want to determine into transaction type, are having the field objet permitted in determination checked. 2nd step: create a BP under the role sold-t-party and maintain attributes country=US, currency=INR. 3rd step: create the rule and assign it to the transaction type. Path: IMG -> CRM -> MASTER DATA -> ORG MANAGEMENT -> ORG DATA DETERMINATION -> WIZARD FOR ORG DATA DETERMINATION. CREATE DETERMINATION RULE FROM ORG MODEL. Click on continue. Maintain ID (zrule1) and description, continue Select package $tmp. Continue Select scenario (eg: sales) Select the attributes country/region/currency. Etc If you want to maintain some text maintain Continue and complete. Create and assign org data profile maintain ID (zprofile1) & description. Select scenario sales, continue Select radio button org attributes category. Continue Assign the rule for the field org attributes category. continue select the required attributes eg sales org/dist channel etc. continue select the transaction type (eg quotation-erp) to which you want to assign this rule, continue and complete. Create a transaction quotation-erp and maintain sold-to-party and other data and press enter. Check for the org data determined under the tab organization.

TRANSACTIONAL PROCESSING Business Transaction: It represents a business interaction with BP. Structure of Transactions: The data in the transactional document lies at 2 levels.

(SAP CRM BASE CUSTOMIZATION) 1. Header data 2. Item data. Header data: The information that is applicable to the whole transactional document is called header data. Eg: sold-to-party, address, employee responsible, dates etc., To view the header data - select the tab header overview Item data: Every item that is entered in the document will be having its own related information which is called item data. Eg: product id, description, order quantity, pricing, sales unit etc., To view item data double-click the line item and go to item overview tab Note: 1. The general data entered at header level, by default, applies to all the items in the document and this information will be copied to all the items. If required we can edit some of the information at item level. But the changes are applicable to that particular line item only. 2. Few documents like telesales includes schedule line data,. Schedule line data: It includes information about the delivery dates and confirmed delivery quantity. An item can have one or more number of schedule lines depending on the availability of the stock and number of deliveries per item. To see the schedule line data double-click the line item and go to schedule lines tab. 3. Transactional documents like Visit, Activity, Lead, Opportunity etc do not include schedule lines.

Origin of data during transaction processing: During the transactional processing system determines the data at header and item level in the following way, At header level Data is determined from different BP master records Example: address, sales area, sales office etc., details from sold-to-party BP record. inco-terms, shipping conditions etc from ship-to-party BP record. Currency, terms of payment etc., from payer BP record. At Item level data is determined from product master record. Example: Product description. Pricing details from condition master data.

(SAP CRM BASE CUSTOMIZATION) Note: 1. Shipping and billing details would be copied from header level 2. At schedule line level data like delivery dates and confirmed quantity would be determined after availability check is done with APO system. Transaction Type: It defines 1. the attributes and characteristics (eg: sales order, service request etc.,) of a transaction 2. controlling attributes (eg: text determination, partner determination etc.,) of a transaction and also controls how a basic transaction is processed. Note: 1. Data at header level is controlled by Transaction type. 2. Data at item level is controlled by Item category. Definition of transaction types: 1. Transaction type: specifies the classification of different types of transactional documents that can be used in CRM system. Example: AG for Quotation, TA for Telesales (standard sales order), CLMA for warranty claim, CRMC for complaint etc.,
2. Leading transaction category: represents the leading business context

in which the current transaction type can be used. Example: Sales, service, activity etc.,
3. Status object type: ( Note: what is status object? -> system creates a

status profile (status information) and assigns to objects like opportunity, sales order etc.,) It specifies with which status profile (status object type) the status of a business transaction/business transaction item should be created. Example: COH - CRM order header. LCH - contract header LRH - Marketing header determination: Set this indicator to receive notification regarding if any open contracts exists, during transaction processing. Example:
4. Contract

(SAP CRM BASE CUSTOMIZATION) E No contract determination only at item level: assign immediately if unique.

5. Search authorized partners: indicates whether more than one sold-to-

party is authorized to release against sales order. Example: A

Donot consider authorized partners. Authorized partners according to partners list. Etc.,

6. Quotation determination: same as above - for existing quotations. 7. Agreement

determination:

same

as

above-

for

existing

sales

agreements
8. Inactive: Specifies whether the business transaction type is blocked for

processing. Example: Not blocked Inactive blocked

for

processing

Commitment date: specifies how the system calculates goods delivery commitment dates in a business transaction. Example: commitment date is not calculated. A only agreed time delivery is considered.
9. No change documents: Specifies whether the change documents should

be updated for the transaction type. To view change document in the transaction -> go to menu extras -> change documents
10. Post-process from: specifies from which number of items transfer of

items to R/3 should be carried out. (specify a number here).

11. Partial process permitted: specifies whether partial processing of a

business transaction is permitted when the transaction document contains many items. ( use this option to increase system performance).
12. Template type: specifies whether this transaction type can be used as a

template.

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13. Territory check: specifies whether territory check has to take place as per

the data entered in the transaction.

14. Transaction classification: used in loyalty management. 15. Enter GTIN (global trade item number): specifies whether the 14 digit

unique global identifier (product number) can be used to determine product id in a transaction.
16. Enter partner product: specifies whether the customer product number

can be used to determine product id in this transaction.

17. Create product order number (PON): same as above. 18. Always check product id: similar to PON and customer product, here

product description can be interpreted as product id. Note: 16, 17, 18, & 19 reduces system performance.
19. Profile

for alternative identifiers: determines how product determination is performed in a business transaction using alternative product ids. Example: Default profile for PPR types. Exchange group
20. Product

substitution procedure: specify the product substitution procedure for this transaction type here.

21. Profiles section: user defined profiles/procedures like text determination,

partner determination, status profile, date profile, objects reference profile etc would be specified here.
22. Transaction numbering section: here we specify the number range

name for this transaction type along with internal/external number ranges.
23. Early document number assignment: specifies whether the system

already issues a business transaction numbers before saving transaction.

24. Increment item: step size by which item numbers would be increased. 25. Increment sub-item: same as above for sub-items.

(SAP CRM BASE CUSTOMIZATION) Business transaction category: A transaction type (eg: sales order, service order etc., ) can be assigned to one or more categories (eg: sales, service, activity etc.,). But the business transaction categories to be assigned depands on the leading business category. Note: Only specific combinations of categories are allowed. Example: 1. Transaction category LEAD has the leading business transaction LEAD and one assigned business transaction LEAD. 2. Transaction category TA has the leading business transaction category sales and two assigned business transaction categories sales and business activity. Customizing header: based on the business transaction category we have to perform these settings The below is an example for how we do settings for sales business transaction category. 1. Check Purchase Order (PO) number: specifies that the system should check for existing PO numbers against the PO number entered in the transaction to avoid duplication of numbers.
2. Rating profile: here assign the credit rating profile that defines the rating

procedure for the credit rating check of the payer.

3. Credit check: specifies whether system should perform credit check. 4. Propose order date: specifies whether the system should propose the

current system date as the purchase order date in the transaction.

5. Duplicate check active: specifies whether to receive a warning message

when the same product is entered several times in the transaction.

6. Document pricing procedure: enter the document pricing procedure

that determines pricing procedure in the transaction.

7. Condition type: specify the condition type that you want to display on the

item overview screen and want to edit it manually in the transaction.

8. Payment plan type: specifies the type of payment plan used in this

transaction. Example: Invoice,

(SAP CRM BASE CUSTOMIZATION) Payment cards, Cash on delivery etc.,

9. Checking group (for payment cards): based on the checking group

assigned here, system performs check for payment card data.

10. Subject profile: specify the subject profile

Example: HR subject profile, Consumer products profile etc., Subject profiles allow grouping of code group profiles from different catalogs.

Assign blocking reasons: states the reason that the transaction processing is blocked fir the BP. Permitted channels for transaction types: specifies the channels through which this transaction type can be accessed. Example: Webclient UI, Internet sales, Mobile client etc., ITEM CATEGORY: The data at item level is controlled by item category. Depending on the transaction type in which the item/product is entered, data has to be processed accordingly. Example: 1. The same product could be processed in different ways in different transaction types. For example, the product entered in opportunity transaction type is not relevant for delivery, invoice and shipping. But if the same product is entered in TA (standard sales order) it is relevant for all of them. 2. The same product could be processed in different ways in the same document. For example: when the company is offering 1+1 offer, only one product has to be priced and the second one should not be priced as it is a free good. So to fulfill all such requirements we need to define different item categories (eg:- item category TAN is relevant for pricing, and item category TANN is not relevant for pricing) with the related functionalities so that the system determines the exact item category for the items entered in the transaction. Example for item categories:

(SAP CRM BASE CUSTOMIZATION) AGN quotation item TAN sales item TANB sales item SVCM service material SVCP service product Definition of item category: 1. Object type: specifies the business context for an item category Example: Sales item, Service contract item etc.,
2. Assign

BW/CO: controls the scenarios assignment of the item in the BW and CO.

(like

sales,

service

etc.,)

3. Status object type: same as used in transaction type. 4. Inactive: same as used in transaction type. 5. Relevant weight/volume: if we check this field, the system determines

weight/volume of the material from the product master record during the transaction processing.
6. Fixed date and quantity: controls if confirmed delivery dates and

quantities that result from availability chesk should remain fixed.

7. Usage object: controls whether the products/objects can be entered for

this item.
8. Predecessor reference: used in complaints and returns checks for the

item categories and whether the item can be created w.r.t a specific predecessor reference item.
9. Reference to preceding object mandatory: used in complaints and

returns.
10. Package explosion: explodes the hierarchy structure of

super ordinate

package product and package components in transaction.

11. Profile: same as in transaction. 12. Structure scope: explodes the structure of the product example BOM(Bill

of Materials).

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13. Create delivery group: an item can have sub items, so we can specify

here that all the sub items along with the main item to be delivered at the same time.
14. Variant matching: specifies whether the system should search for

product variants in the IPC.

15. Variants matching action: specifies that the product should be replaced

in the transaction item if product variants are found.

16. Print filter ID: its the name of the view that can be used as filter criteria. 17. Background configuration: specifies whether the configurable product

entered in the trasnsaction can therefor be executed in the background. Assignment of business transaction determination) Specifies the transaction categories. categories: (Item category

Customizing Item for sales transaction category: 1. Billing relevance: specifies whether the product with this item category is relevant for billing or not.
2. Milestone billing: specifies the billing calculation type. 3. Intercompany billing: controls intercompany billing . 4. Credit group: specifies which items should be checked for credit checks. 5. Valuation profile: 6. Pricing relevance: specifies that the product of this item category is

relevant for pricing.

7. Statistical values: specifies whether the system takes into consideration

the value of an item when determining the total value.

8. Pricing indicator: specifies whether the pricing should be determined for

the product of this item category.

9. Pricing process: used for free charge items. 10. Condition type: same as used in transaction type.

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11. Relevance for quotation: controls quotation status of the item for this

item category.
12. Subsequent processing: how further processing of the quotation should

be carried out.
13. Order probability: probability that a sales order can be initiated on the

basis of this quotation.

14. ATP profile: quotation: specifies that the item is relevant for availability

check.
15. Delivery unit: specifies that the quantity should be rounded for delivered

to the nearest multiple.

16. Minimum quantity:

if not checked, the system gives a warning message that the minimum quantity defined in product master is not reached. If checked, the system automatically increases a quantity if it falls short of the minimum quantity defined in the product master.
17. Subject profile: same as used in transaction type.

Item category determination: During transaction processing the system automatically determines the relevant item categories for the items after the following settings have been done. Example: Transaction Item category Usage Main item Item category type group category (higher level item category) TELESALES TA NORM TAN TA NORM TAN TANN SERVICE TRANSACTION SRV0 SRV0

Service product Service product

SRVP

SRVP SRVP

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Defining transaction type PATH: IMG -> CRM -> TRANSACTIONS -> BASIC SETTINGS -> DEFINE TRANSACTIONS Select TA and click copy as And specify the following values Transaction type: ZTAH Short Description: HLL Sales order Description: HLL sales order Click enter Continue Save

Defining item category PATH: IMG -> CRM -> TRANSACTIONS -> BASIC SETTINGS -> DEFINE ITEM CATEGORUES Select TAN and click copy as and specify the following values Item category: ZTAN Short description: HLL item cat Description: HLL item cat for sales order Click enter Continue Save

Defining item category determination PATH: IMG -> CRM -> TRANSACTIONS -> BASIC SETTINGS -> DEFINE ITEM CATEGORY DETERMINATION Click new entries and maintain the following values Transaction type: ZTAH Item cat group: standard item Item category: ZTAN Click enter Save

Create a transaction using new transaction type and observe for the item category determined.

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PARTNER PROCESSING During transaction processing the system automatically determines the partner functions involved in that transaction. Example: when sold-to-party is entered in a sales order, the relevant shipto-party, bill-to-party, payer, and employee responsible etc can be determined into document automatically using partner determination procedure. Partners can be determined at header level (eg: ship-to-party, payer etc.,) and item level (eg: employee responsible for the product category entered at item level). Using partner determination procedure the system respective partner functions into transaction docs. determines the

Partner determination procedure: A rule that specifies how the system would determine partner functions into documents. It is a 2 step process. 1. Defining access sequence, and 2. Defining partner determination procedure.

Access sequence: An access sequence is a search strategy that specifies the sources of data, and the order in which the system checks these sources, when it determines partners in business transactions. Reverse Search for Partner Determination from BP: During partner determination using business partner relationships, the system normally looks in a partner's master data for the "Has the ..." relationship, such as "Has the contact person". Marking this field sets the system to look for the same relationship, but in the reverse direction, such as "Is the contact person for". Incorrect source: Indicates whether the system uses the business partner data in this source even when that data is incomplete or incorrect.

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Wait: If the source for determining the employee responsible is the organizational model, the system waits until organizational data is entered in the document before determining the employee responsible. next access: When you mark Wait only, the system waits until the source in this single access is available before continuing with partner determination. However, when you mark this field, Next Access, the system uses the next single access as an alternative As business partner: Sometimes, for example, the system finds an organizational unit or a user name during partner determination. In these cases, if you select this field, the system tries to find the business partner who corresponds to this unit or user name, and enters this business partner in the document. Usage: The business environment, for example CRM Online, for which a partner function category is relevant Other source/attribute: Enter an organizational area to provide details about the source you have selected and allow the system to access it properly. For example, if you choose Business Partner Relationships by Sales Organization as the source, you could specify Sales organization or Service organization here. Function of contact person: Identifies the function that a person has within a company. Example Personnel manager Secretary

Define Access sequence PATH: IMG -> CRM -> BASIC FUNCTIONS -> PARTNER PROCESSING -> DEFINE ACESS SEQUENCES Click new entries maintain the following values ID: ZAS Description: HLL partner proc access seq Press enter

(SAP CRM BASE CUSTOMIZATION) Highlight ZAS Double-click individual accesses New entries and maintain the following values Batch sequence: 10 Dialog sequence: 10 Source: BP Relationships Partner function: sold-to-party Save

Creating a partner determination procedure PATH: IMG -> CRM -> BASIC FUNCTIONS -> PARTNER PROCESSING -> DEFINE PARTNER DETERMINATION PROCEDURE. Highlight 0000000001 Click copy as and maintain the following values ID: ZHLLPP Description: HLL partner det procedure Enter Copy all Highlight ZHLLPP Double-click procedure user High light sales and double-click partner functions in procedure Delete all existing partner functions Save Click new entries and specify Partner function: contact person Number of occurrences (lowest): 1 Number of occurrences (highest): 1 Access sequence: ZAH Save Assigning partner determination procedure to transaction type Go to the transaction type telesales and assign the above created partner determination procedure. *Create telesales and check for the partner functions determined.

STATUS MANAGEMENT It is used to indicate the user about the stage of a particular transaction in a business process. There are 2 types of status profile.

(SAP CRM BASE CUSTOMIZATION) 1. System status: set by the system internally as a part of general status management. 2. User status: user-defined status profile will over write the system status profile. It enables the end user to know the current status of the business transaction. Any scheduled actions can be executed based on the status set in the transaction. Imp Fields Long text: by default this field will be in disable mode. Double-click to open a dialog for adding a text. Initial status: if checked, this status will become default display value. Lowest/highest: these control the loop at condition checking. Step-1 Define status profile for user status PATH: IMG -> CRM -> TRANSACTIONS -> BASIC SETTINGS -> STATUS MANAGEMENT -> DEFINE STATUS PROFILE FOR USER STATUS. Click create button and maintain the following values ID: ZSP1 Description: HLL status profile for telesales transactions Continue Double-click on ZSP1 and maintain the following values STATUS STATUS TEXT LOWEST HIGHEST 1 O OPEN 1 2 2 A APPROVED 2 4 3 R RELEASED 2 4 4 C COMPLETED 4 4 Select initial status check box for the status open Click object type Select CRM ORDER HEADER Click enter Save and exit Step-2 Assign Status profile to transaction type Open the transaction type TA and assign the status profile ZSP1. Save and exit *create telesales and check for the status profile determined in header part of the transaction. ACTIONS

(SAP CRM BASE CUSTOMIZATION) Actions are used for triggering follow up transactions. We have to define actions dependent on conditions so that the system automatically schedule and execute them when the conditions are fulfilled. Using actions we can, Create follow-up transactions. Print, email or fax. Etc., Actions will be displayed in the transaction documents to which an action profile is assigned.

Schedule conditions: Actions are initiated only after the defined conditions are fulfilled. Processing types: 1. Methods: methods are business add-in (BADI) implementations. We can use user-defined BADIs in actions. Example for standard methods in the system: COPY_DOCUMENT -> CREATE A FOLLOW UP DOCUMENT. COMPLETE_DOCUMENT -> SET STATUS COMPLETED WITHIN DOCUMENT. CREATE_EMAIL_DOC -> CREATE E-MAIL VIA ACTIVITY/DOC FLOW. 2. Work flow: using work flows, actions trigger the event which is the next immediate step in a predefined workflow. Generally work flows are used in such processes where a follow up event is a approval process. 3. Smart forms: in actions we can use this type to print, fax, or e-mail documents as a follow up transaction to the confirmed sales orders etc., Note 1. Methods are used when there is only one step involved in the action process. 2. Workflows are used when multiple steps like approval process are involved. Processing time: Defines the time when an action should be scheduled. Eg:- Immediately, While saving the document etc., *generate a follow up transaction store visit (ZCPG) from the transaction type planned call (PCAL) using actions. Step 1: Note down the status profile and date profile of PCAL Status profile: CRMACTIV

(SAP CRM BASE CUSTOMIZATION) Date profile: 00000000001 Step-2 Create actions PATH: IMG -> CRM -> BASIC FUNCTIONS -> ACTIONS -> ACTIONS IN TRANSACTIONS -> CREATE ACTIONS WITH WIZARD Continue Select the radio button create new action profile and maintain the following values ID: ZAPH Description: Action profile for HLL for follow up transactions Date profile: 00000000001 Select the radio button Business object repository Object type name: BUS2000126 Continue Maintain action definition: ZADH description: Action definition for HLL action profile Continue Processing time: processing when saving document Select the check box schedule automatically Continue Uncheck partner dependent Continue Highlight method call continue Place the cursor in the field method Press F4 Select method copy_document Click on change definition button Click create and maintain Element: process_type Name:process_type Description: technical name for transaction type Select the radio button ABAP DICT. Reference and maintain Structure: CRMD_ORDERADM_H Field: PROCESS_TYPE Go to initial value tab and maintain the value ZCPG (transaction type for store visit) Continue

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Step-3 Create condition for action profile PATH: FROM THE MAIN PATH -> CHANGE ACTIONS AND DEFINITIONS -> DEFINE CONDITIONS Double-click on action profile action profile for HLL Go to schedule condition tab Click edit condition button and maintain Name: condition for HLL action definition Click in the condition definition box Expand the container CRM business activity Double-click on user status Click on operator = Place the cursor in the field constant and press F4 Again press F4 in the field status profile Select CRMACTIV Continue Select status complete Save and exit. Step-4 Assign action profile to the transaction type planned call Open the transaction type planned call and assign the action profile created above. *create planned call specify required details and save the transaction without any errors. Check for the document flow button enabled. Click on it, follow up transaction store visit will open.

ACTIVITY MANAGEMENT An activity is a transaction document for recording information about activities and tasks at any time during the CRM life cycle. It is the central component for managing all activities on which your org employees have worked on or working. Eg: telephone calls, customer visits, reminders of opportunities etc., Activities can be of 2 types.

(SAP CRM BASE CUSTOMIZATION) 1. Business activities: it is used to record information about public interaction (activities that are carried out in the name of org) with a BP on a particular date. 2. Task: it contains information about what one or more employees has a task to complete by a particular date. Tasks can be public or private. Eg: PPT presentation, internal meeting etc., Activity monitor: it allows you to display and monitor the list of all activites created in the system. Eg: 1. your, as an employee, activities. 2. Your department activities. 3. Your colleagues. 4. Specific BPs. Activity journal: It is used to track the progress of the sales team. It includes information about The products discussed with the customers. Samples handed out to customers (eg: pharma industry). Position of products in the store (eg: products placed on the display shelf/cash counter). Customers feed back etc.,