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R/3 is an integration of different application suits. It has its own architecture and way fo
functioning. CRM is all about maintaining the relationship with a customer. It is
supposed to enhance the profit of the company or organisation since the ultimate goal of
any company is profit. Therefore CRM is one step ahead for their goal achievements.

SAP R/3 is a 3 tier based client/ server based application. One layer is presentation layer
(Client) which interfaces with the end user. Second layer is application layer for all
business - specific requirements (Program), and third is database which contains all
information and records about the system, including transcational and configration data.

SAP R/3 has been developed in it's own language called ABAP (Advanced business
application programming).

Different modules of SAP R/3 are - FICO, MM, PP, SD, IS, AM, HRMS, SCM, SEM,
WM etc.

Where CRM is under a business mySAP Business Suit collection (SRM, CRM, SCM
etc).






Sales Force Automation
- Contact management
Contact management software stores, tracks and manages contacts, leads of an
enterprise.
- Lead management
Enterprise Lead management software enables an organization to manage, track and
forecast sales leads. Also helps understand and improve conversion rates.

eCRM or Web based CRM

- Self Service CRM
Self service CRM (eCRM) software Enables web based customer interaction, automation
of email, call logs, web site analytics, campaign management.
- Survey Management Software
Survey Software automates an enterprise's Electronic Surveys, Polls, Questionnaires and
enables understand customer preferences.

Customer Service
- Call Center Software
- Help Desk Software

Partner Relationship Management

- Contract Management Software
Contract Management Software enables an enterprise to create, track and manage
partnerships, contracts, agreements.
Example: Upside Software, Accruent Software, diCarta, I-Many.
- Distribution management Software








Using CRM, a business can:
- Provide better customer service
- Increase customer revenues
- Discover new customers
- Cross sell/Up Sell products more effectively
- Help sales staff close deals faster
- Make call centers more efficient
- Simplify marketing and sales processes

The types of data CRM projects collect

- Responses to campaigns
- Shipping and fulfillment dates
- Sales and purchase data
- Account information
- Web registration data
- Service and support records
- Demographic data
- Web sales data

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Business Process Management or BPM, is the practice of improving the efficiency and
effectiveness of any organization by automating the organization's business processes.
BPM used to be also know as Business Process Reengineering (BPR).
Many companies have business processes that are unique to its business model. Since
these processes tend to evolve over time as the business reacts to market conditions, the
BPM solution you choose must be easily adaptable to the new conditions and
requirements and continue to be a perfect fit for the company.

In order to use BPM effectively, organizations must stop focusing exclusively on data
and data management, and adopt a process-oriented approach that makes no distinction
between work done by a human and a computer.

- The idea of BPM is to bring processes, people and information together.

- Dynamic infrastructure requires separation of flows, business rules and services.
- Identifying the business processes is relatively easy. Breaking down the barriers
between business areas, and finding owners for the processes is difficult.
- BPM not only involves managing business processes within the enterprise but also
involves real-time integration of the processes of a company with those of its suppliers,
business partners, and customers.
- BPM involves looking at automation horizontally instead of vertically.
- Business Activity Monitoring (BAM) is essential for measurement of BPM impact.
Examples of BPM tasks that your organization performs that should be automated
include:
- Expense Reports Travel Requests
- Purchase Orders Human Resource Management
- New Accounts and Credit Authorizations Sales Orders
- Project Management Software Change Management

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When a B2B partner needs some inventory, he can log into the web site and order
required inventory. An email will be generated and sent to the supervisor responsible for
the partner's inventory. The supervisor can click on the link in the email, login to the site
and approve the inventory. The partner will be notified of the allocation and the inventory
will be shipped.







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The Service Ticket (which was a variant of the IC service order business transaction) was
introduced in SAP CRM 4.0 Add-On for Services Industries to better support the Service
Desk scenario. The service ticket has transaction BUS type (BUS2000116).







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The new Service Request in SAP CRM 7.0 provides most of the functionality available in
the Service Ticket as well as some additional functionality, such as multiple multilevel
categorization schemas, as well as integration with other new features, such as knowledge
articles* and master service requests. Technically the Service Request represents not only
a different transaction type than the Service Ticket but is also built on a different
Business Object Type in the Business Object Repository (BUS2000223 rather than
BUS2000116; the master service request is built on BUS2000224).









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To answer this question, it is probably easier to show similarities and differences in

functionalities in the form of a matrix: SAP CRM 7.0: Service Tickets and Service
Requests - A Functionality Matrix:

Feature Service Tickets Service Requests

Views Only IC roles Available in all CRM
WebClient and IC business
roles
Versions CRM 4.0 SIE, CRM 2005, CRM 7.0
CRM 2006s, CRM 7.0
Time Recording Yes Planned for future release;
in SAP CRM 7.0 possible
via Service Confirmations
Multi-Level Categorization Yes, Basic Yes, Enhanced with up to
 five categorization schemas
Dispatch ("Escalate") Yes Yes
Standard BI Reports Yes BI Content available;
standard reports planned for
future release
Out of the Box Interactive Yes No, planned for future
Reporting (OLTP) release
Email Response Yes Not yet, might be provided
Management System with a CRM 7.0 Service
(ERMS) Integration Package. If not, it will be
included in a future release
Intent Driven Interaction Yes Yes, but customers will
Integration have to build their own
events and actions for now.
There is a possibility for
pre-defined alerts/events in
the future
Item Determination Hard-coded dummy line Flexible Item Determination
item, determination via using categorization
BAdI
Standard Alerts (to show Yes No
open Service Tickets)
Calculation of Work and Not with standard delivery Yes
Total Duration
SLA determination Yes, Basic Yes, with flexible access
sequence
Integrated Master Service Yes, Basic Yes
Request Functionality (i.e.,
for bundling Service
Requests)
Print/Print Preview No Yes
Knowledge Article Not per default, instead Yes
Integration Solution Database
Find Related Problems No Yes
Functionality
Unlock (from master No Yes
service request)
Display Object No Yes
Relationships
Create Follow-Up Yes, Lean Yes, Full
Auto Complete Yes Yes
Processing Log No, however the Service Yes
Ticket used the Change
History to log changes
Escalation management (1st No Yes
and 2nd level)
Business Context Yes Yes





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Many customers are wondering where the Service Request came from and what it is
when compared to the Service Ticket, the original service desk transaction. From a very
high level we can attribute this change in direction as part of SAP CRM¶s business
transaction alignment progress. During the last few SAP releases, there has been a
gradual movement towards more robust transactions within the IC and better integration
with CRM transactions.

In CRM 2006s, there were additional IC specific transactions available for Sales, and
Marketing, as well as better integration of the CRM WebClient transactions into the
Interaction Center. In CRM 2007, new functionality around the enablement of pop-ups
for partner, organizational and contract determination was added for transactions in the
IC. Some of the remaining challenges SAP CRM faced was that the Service Ticket
functionality was available only in the IC, and that IC transactions behaved differently
than non-IC CRM transactions including differences in multi-level categorization,
integration issues like the Activity clipboard, and the transferring of confirmed account
and contact, with the rest of CRM.

The ultimate goal for SAP CRM¶s business transaction alignment efforts for users was
that, for whichever role, the same transactions could be used. There no longer would be
an IC Lead in the IC WebClient, and CRM Lead for CRM WebClient. Whichever role
the user is assigned, the same transaction can be used, and full integration between CRM
and IC is possible.

In most cases, there is a lot more functionality in the CRM transaction, so in this case, the
Service Request has more powerful functionality than the Service Ticket. The Service
Request ultimately will be the more powerful choice for implementations. This move
towards business transaction alignment is to benefit the users of SAP CRM and SAP
CRM Interaction Center in the long run with a simpler approach to transactions in the
WebClient.

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SAP recommends that new customers use the Service Request rather than the Service
Ticket. The Service Request can be used in the Interaction Center, as well as other
business roles, such as the Service Professional Role. The Service Request will also most
likely be the object where it is more likely enhancements will be done. Finally, there is
much more functionality in the Service Request. See the comparison matrix above.




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Request when possible. However, it is still possible to use the Service Ticket.

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If customers want to stop using the service ticket and start using the service request
instead, the easiest way is probably to make a hard cut and create only new service
requests from a specific date onwards. However, this may not be an option for customers.
Therefore, OSS Note 1261247 exists to help customers create a conversion report and
offers two options to convert Service Tickets to Service Requests. This process can be
cumbersome (as with any conversion) and takes time. For those that are interested in
doing a conversion, the note exists as guidance.

Q 1. What is the typical landscape for a CRM project? What is the maximum
number of landscapes that you have worked on in a project.

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Q 6. We sell computer hardware, and need to log customer technical issues. We
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tickets to the new CRM Web Client service request format. What would be your
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