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4-1 You would like to ensure that the sales transaction ZA## must have the External Reference field maintained. You would like an error message if no data is entered for the field. Create an incompleteness group =* with the description ,& *URXS for your transaction. Maintain the incompleteness procedure =3## with the description ,& 3URFHGXUH . 4-1-1 Define the incompleteness group =*##. 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o ,QFRPSOHWHQHVV o 'HILQH ,QFRPSOHWHQHVV 3URFHGXUH

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4-1-4 Enter the details for the incompleteness procedure and define the ([WHUQDO 5HIHUHQFH field so that an error appears if it is not filled. Save your data. To see the field name, click in the field, press F1 help, and choose 7HFKQLFDO ,QIRUPDWLRQ. In the )LHOG 'DWD section, you will see the field name In the Dialog Structure navigate to Object Name: Field Name: Relevance: Message Category: Business Transaction: Save your entries.

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4-1-5 Create an incompleteness procedure 'HWHUPLQDWLRQ. Enter =* in the ,QFRPSOHWHQHVV *URXS 7UDQVDFW field (incompleteness for transaction type) and leave second field ,QFRPSOHWHQHVV *URXS (incompleteness business partner) empty. Enter =3 in the 3URFHGXUH field. ,QFRPSOHWHQHVV 3URFHGXUH 'HWHUPLQDWLRQ, choose 1HZ (QWULHV and enter the following Incompleteness Group Transact.: Procedure: =3 =* In the Dialog Structure navigate to

4-1-6 See if your incompleteness procedure works on the business partner ##Stockmann AG. Therefore create a new transaction of type 6HUYLFH RUGHU. <HV, an error message is displayed if the External Reference field is empty. When you open the application log you can double-click on the message to navigate to the corresponding field. Is an error message displayed?

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Activity management is an important component of mySAP Customer Relationship Management (mySAP CRM). It assists in the administration of all activities the employees of your company have worked on. All data that are stored in an activity consist of important information sources, to which all relevant employees must have access. „ Activities can be telephone calls, customer calls, general preparatory tasks, reminders of appointments (private and business-related), and so on. „ Two types of activity are to be distinguished: business activities and tasks. y A EXVLQHVV DFWLYLW\ contains information about business partner interaction on a particular date. y A WDVN contains information about what one or more employees have to complete by a particular date.

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All activities consist of basic and more detailed information on various tab pages (header data). The KHDGHU contains fields for the description, date and time, category, and partner information. The 2YHUYLHZ tab page is divided into several areas and contains the following detailed information: y Priority, completion, and result (status) of the activity y Reason and goal of the activity General information, for example, who created the activity and when. The possible entries for these fields are defined in Customizing under the following path: 7UDQVDFWLRQV → 6HWWLQJV IRU $FWLYLWLHV On the other tab pages, you can process and send texts, display and change business partner information, check organizational data, enter activity-specific addresses, and display a detailed view of all dates. When you work with WDVNV, the system does not show the tab pages for organizational data and addresses because this data is relevant only when the activity includes an activity partner.

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Business activities are used to record public interactions, for example, activities that are carried out on behalf of the enterprise. Examples of business activities are telephone calls, letters or sales calls. You can define these various activity types to meet the requirements of your enterprise in the Customizing for Customer Relationship Management under 7UDQVDFWLRQV → %DVLF 6HWWLQJV „ A business activity must have a partner, a start date and a finish date. „ You use tasks when you want to create an activity that is not associated with a business partner (except a responsible employee). Tasks can, like activities, be public or private and cover a wide range of possibilities, for example, the preparation of a customer presentation, or a reminder to buy a birthday card. If you mark a task as SULYDWH, it cannot be viewed by other users.

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You make the settings for the transaction types in three stages, each stage being based on the previous one: y Defining transaction types: In addition to the description of the transaction type, you can define important control attributes such as the leading business transaction category, the text determination procedure, the partner determination procedure, the status profile, the organizational data profile, and the number range assignment. y Assigning the business transaction category: You can assign a transaction type to one or more business transaction categories. Only specific combinations of business transaction categories are possible. You can select additional business transaction categories dependent on the leading business transaction category. y Customizing at header level: Dependent on the business transaction category, various settings should be performed here.

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You can copy an existing business transaction and use it as the basis for a subsequent transaction. Here you have two options: y You can create a follow-up transaction. y You can copy a business transaction. In this case, the system creates a copy of the transaction currently used and displays it for processing. When the copied transaction is saved, the GRFXPHQW IORZ LV QRW XSGDWHG, that is, the copied transaction has no connection to the reference document. „ To create a follow-up transaction, no customizing of the copying control is necessary. „ When you FRS\ an activity, the system produces a copy of the activity you requested and displays it for processing. When the copied transaction is saved, the document flow is not updated, that is, the copied process does not have a reference to the reference document.

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The TXHVWLRQQDLUH in the activity is based on the Survey Tool. You can use the questionnaire for all question and answer forms that contribute to the maintenance of your customer relationships. The following examples show how the questionnaire can be used: y A telephone call script, which leads you through the conversation with the customer y A customer feedback form y Sales call reports for your sales employees It is possible to evaluate surveys either with or without using an SAP BW system. You can find the Customizing settings in the IMG under 7UDQVDFWLRQV → 6HWWLQJV IRU $FWLYLWLHV → 4XHVWLRQQDLUHV After the necessary Customizing settings have been made, the activity will contain the 4XHVWLRQQDLUHV tab page. If you do not maintain questionnaire determination, the 4XHVWLRQQDLUH tab page is QRW shown. The transaction code for the CRM Survey Suite is /ncrm_survey_suite. Questionnaires are also used for transactions of the type Lead, Opportunity and Workshop Repair.

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The information in the activity journal may or may not be product-related. An activity journal can contain the following information: y Type and number of products discussed with customers or samples handed out to customers, for example, in the pharmaceuticals industry y Position of products in store, for example, whether they are placed on the promotional shelf, at the check-out or near the store entrance y Customer feedback The information gathered in activity journals can be used to: y Track the distribution of samples in the pharmaceuticals industry y Analyze sales data, for example, number of products handed out to customers y Track the progress of your sales team, for example, the number of discussions held with customers and the result of these discussions y Detect possible problem areas, for example, slow and non-moving products To enable product entries in activities, you must make entries in the customizing of the item category determination. You may define additional fields for activity journals. Example: Transaction type 0020 (business activity with product).

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You can synchronize CRM activities with the groupware calendar so that CRM business activities can also be displayed, for example, in Outlook. This is an additional function to synchronizing normal appointments from the SAP calendar. „ The 6$3 &DOHQGDU 6\QFKURQL]DWLRQ 7RRO must be installed. „ The CRM business activity must be assigned to a user. All SAP users must also have SAPoffice users and a user in the Outlook calendar.

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As of SAP CRM 4.0, exchange in both directions is possible, that is, from CRM to groupware and from groupware to CRM. „ You can integrate CRM Activity Management with groupware applications, that is, Microsoft Outlook and Lotus Notes, allowing you to synchronize business activities and tasks in your CRM calendar and your own groupware calendar. Data exchange is two-way, enabling you to display activities and their data, such as date, time, location and business partners involved, which you have maintained in the CRM system, in your own office management system, and vice versa. This allows you to work more quickly and effectively because you do not have to keep referring back to your CRM calendar or your groupware calendar to check your appointments and tasks. „ When you create or change a business activity or task in CRM Activity Management, it is saved in the database as a business document (BDoc), and then sent to CRM middleware. Middleware calls adapters, and sends the activity to the map box. The business activity is then converted to iCalendar format, making it compatible with groupware applications. „ Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background, without having to be triggered by the user.

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Groupware integration is achieved by a set of *URXSZDUH $GDSWHUV and *URXSZDUH &RQQHFWRUV. The SAP *URXSZDUH $GDSWHU on the CRM server supports the transformation of messages. It is based on SyncPoint technology. „ BDoc messages are transformed to standard groupware formats, such as iCalendar and vCard, by means of a generic groupware adapter using a sophisticated XSLT mapping framework, which is known as the 0DS%R[. Predefined mappings are delivered for groupware integration. „ SAP *URXSZDUH &RQQHFWRUV external to the CRM server perform the message synchronization between the CRM server and the groupware server. Message transfer is performed using a reliable and open messaging interface based on XML-SOAP. The standard groupware object formats are transformed to proprietary groupware object formats.

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The Activity Monitor can be called up with 6$3 0HQX → $FWLYLWLHV → $FWLYLW\ 0RQLWRU. The Activity Monitor allows you to select activities using various criteria. The list output can be adapted using the ABAP List Viewer (ALV) function.

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The fact sheet delivers an immediate and compact overview of business partner information from several sources, for example, business partner master data, statistical data, and transaction data. In this way, you can quickly and simply display the most important details for your main customers or business transaction partners. „ The most important steps for modifying the fact sheet are the view definition, the assignment of info blocks to views, and the assignment of views to user roles: y 9LHZ GHILQLWLRQ With this step you can create new views for the fact sheet. Each view can contain a contrasting number or selection of info blocks. This allows you to adjust the view according to the requirements of the user. y $VVLJQPHQW RI LQIR EORFNV WR WKH YLHZV y $VVLJQPHQW RI YLHZV WR XVHU UROHV In this step, you can assign particular views to particular single roles. Therefore, the information you see on the fact sheet depends on the application in which you are working or on the user group to which you are assigned. (This step is optional.)

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At the conclusion of this exercise, you will be able to: • Set up a transaction of the type Activity • Find activities using a monitor • Personalize the Business Partner Cockpit and the Fact Sheet You want to become more familiar with the activity maintenance in the CRM system for your trade fair business. You set up a new transaction type of the type trade fair activities and familiarize yourself with a number of functions in the activity maintenance. This includes selecting activities using the activity monitor and using the Businss Partner Cockpit and the Fact Sheet. 1-1 For the customer visits that result from these activities, set up your own 7UDGH )DLU $FWLYLW\ in the system as a new transaction type with defined default values. with the description

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1-1-2 Copy the existing transaction type  6DOHV &DOO , and enter =% as the transaction type and ##7UDGH )DLU 9LVLW as the name and long description. Assign the organizational data profile =25*352) profile $&7,9,7< to the new transaction type. and the action to the

1-1-1 In Customizing, maintain a new activity goal = ##7ULDO 2UGHU.

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In the &XVWRPL]LQJ KHDGHU area, assign your newly created aim = transaction type =% and set the priority to +LJK.

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A ##Trade Fair Visit should generally be relevant for the calendar. It should not be possible to create a private ##Trade Fair Visit. Set or check the corresponding indicators. 1-1-3 Now test the new transaction type by creating a contact of the type ##7UDGH )DLU 9LVLW for a week from today, 2.00-3.00 p.m. Use )LUVW ## YLVLW DIWHU WUDGH IDLU as the description and ##6WRFNPDQQ as the contact person. Check whether the system’s defaults for priority and aim are correct. Can you mark the activity as private? Will the activity appear in the calendar of the employee responsible? Why, or why not? Save the activity and check whether it appears in the calendar.

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1-2-1 From the 7UDGH )DLU $FWLYLW\, create a follow-up activity with transaction type 7DVN. Use $SSRLQWPHQW &XVWRPHU 6WRFNPDQQ as the description, 3UHSDUDWLRQ as the category, and a planned date that is before the actual sales call that you previously created. 1-2-2 Navigate back to ##Trade Fair Visit and call up the $FWLRQV tab page. Try to execute the action &UHDWH IROORZRQ WDVN. Later in the course, the more detailed relationships for executing and automatically processing actions will be explained. Save the task and check the document flow.

Creating a follow-up activity.

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Activity Monitor 1-3-1 Use various methods to search for the activites you created in the previous exercises.

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Now you want to add a personalized view to the fact sheet in the business partner cockpit which will enable you to view various business partner-specific information at the same time. 1-4-1 Call the business partner cockpit directly from the transaction processing or from the SAP menu (0DVWHU 'DWD o %XVLQHVV 3DUWQHUV o %XVLQHVV 3DUWQHU &RFNSLW) and enter the QXPEHU of the customer 6WRFNPDQQ, if necessary.

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1-4-2 In the 3HUVRQDOL]H area, define your own view 7UDGH )DLU 9LHZ as VHOHFWDEOH and assign the following info blocks / sequences. $GGUHVV   &ODVVLILFDWLRQ  and 2SHQ DFWLYLWLHV  

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1-1-1 In Customizing, maintain a new activity goal = ##7ULDO 2UGHU. Choose 6$3 ,PSOHPHQWDWLRQ *XLGH.

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1-1-2 Copy the existing transaction type  6DOHV &DOO , and enter =% as the transaction type and 7UDGH )DLU 9LVLW as the name and long description. 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o %DVLF 6HWWLQJV o 'HILQH 7UDQVDFWLRQ 7\SHV ) the transaction type  6DOHV &DOO and choose &RS\ DV« ZB## ##Trade Fair Visit ##Trade Fair Visit ( ).

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Choose ENTER to perform the copy procedure and then confirm the dialog box. and the action ).

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Select the %XVLQHVV $FWLYLW\ transaction category and double-click on &XVWRPL]LQJ KHDGHU in the dialog structure. Goal: 7ULDO 2UGHU. A Trade Fair Visit should generally be relevant for the calendar. It should not be possible to create a private Trade Fair Visit. Set or check the corresponding indicators.

In the dialog structure, double-click on $VVLJQPHQW RI %XVLQHVV 7UDQVDFWLRQ &DWHJRULHV

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The corresponding indicators &DOHQGDU and 3ULYDWH $SSRLQWPHQWV 3RVVLEOH should have the correct default values. If this is not the case, change the indicators to meet the requirements.

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1-2-1 From the 7UDGH )DLU $FWLYLW\, create a follow-up activity with transaction type 7DVN. Use 6DOHV &DOO &XVWRPHU 6WRFNPDQQ as the description, 3UHSDUDWLRQ as the category, and a planned date that is before the actual sales call that you previously created. Save the task and check the document flow. Choose &UHDWH )ROORZ8S 7UDQVDFWLRQ ( Desc. 6WRFNPDQQ Category: Planned date from: Planned date to: 6DOHV &DOO &XVWRPHU ) and 7DVN o 7DVN.

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You see an immediately preceding document of the type &50 %XV $FWLYLWL\.

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Activity Monitor 1-3-1 Use various methods to search for the activites you created in the previous exercises. 6$3 0HQX o $FWLYLWLHV o $FWLYLW\ 0RQLWRU Use one of the following selection variants and then perform the selection ( Selection variant 1: Select 0\ $FWLYLWLHV. ).

Selection variant 2: In the %XVLQHVV 3DUWQHU field, enter the number of the customer 6WRFNPDQQ. Selection variant 3: Enter 1-4 6DOHV &DOO in the 'HVFULSWLRQ field.

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1-4-2 In the 3HUVRQDOL]H area, define your own view 7UDGH )DLU 9LHZ as VHOHFWDEOH and assign the following info blocks / sequences. Choose 3HUVRQDOL]H. $GGUHVV   &ODVVLILFDWLRQ  and 2SHQ DFWLYLWLHV  

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Partner determination controls business partner processing in transaction processing. Partner data can be checked for correctness using rules defined in Customizing. In this way, the user creates complete, consistent transactions. „ All transactions in CRM involve business partners. Partner processing allows you to work with these partners efficiently and consistently. „ Partner processing includes partner determination, the procedure with which the system automatically finds and enters partners in transactions. „ Partner processing allows you to define partners with your company’s terminology. It also lets you specify many aspects of how partners are handled in transactions and lets you set how CRM and R/3 exchange partner processing information. This means that end users do not have to think about partner processing.

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The main business partner is entered during transaction processing. In Sales, this is usually the soldto party; in an opportunity, this is the sales prospect; and in activities, the activity partner. „ Partner processing ensures that other partners involved in the transaction are determined automatically by the system. y In the case of a sales transaction, for example, these other partners are the ship-to party, the bill-to party and the payer. y In the case of an opportunity, for example, these other partners are the contact person(s) of the sales prospect and the (own) responsible employees.

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In a transaction, partners can be determined at both header and item level. The partners found do not necessarily need to match. 1. Which partners must be involved in the transaction? y It is possible to define that certain partners are mandatory for a business transaction. If the determination fails or no partner was entered manually by the user, the business transaction will result in an error. 2. Are the partners determined automatically or completed manually? y Using access sequences (search strategies) it is possible to determine partners automatically. 3. When are the partners determined? y Three determination times can be used: 5HFXUULQJ 'XULQJ 3URGXFW (QWU\ :KHQ 6DYLQJ y Once a business transaction is saved, no automatic partner determination will take place. 4. Partners are also determined at the item level. y It is possible that different partners will be determined at the item and header levels. It is possible that a responsible employee will be found due to the product category, for example. 5. Suggest alternatives y The DOWHUQDWLYH SDUWQHU SURSRVDO function can also be used to redetermine partners in saved documents and for triggering partner determination for empty partner functions saved previously in a document.

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3DUWQHU IXQFWLRQ FDWHJRU\: This classification of responsibilities is used as a system key for identifying the partner function and the business partners who carry out these responsibilities. The SAP CRM system includes SAP predefined partner function categories that cannot be changed or created again. Example: The FXVWRPHU partner function has the partner function category VROGWR SDUW\. 3DUWQHU IXQFWLRQ Terms for describing people with whom you do business. Customers can also be referred to as sold-to parties, clients, patients or tenants. Partner functions describe those partners that you use in your organization. You can assign names freely. 3DUWQHU GHWHUPLQDWLRQ SURFHGXUH Rules that determine how the system works with business partners during transaction processing. This procedure combines partner functions and access sequences and contains additional information. $FFHVV VHTXHQFH A search strategy for determining the data sources the system uses for partner determination and the order in which the sources are used. mySAP CRM partner processing has two important advantages over SAP R/3 partner determination: y Using the ordering of accesses in the DFFHVV VHTXHQFH (search strategy), it is possible to look for involved partners in more than one place (sequence). y There are more VRXUFHV in which partners involved in a transaction can be found.

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Partner function categories are predefined “classifications” to which partner functions are assigned. The system uses these categories to identify partner functions and to work with them. „ Partner functions are defined in Customizing. y 6$3 ,PSOHPHQWDWLRQ *XLGH → &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %DVLF )XQFWLRQV → 3DUWQHU 3URFHVVLQJ → 'HILQH 3DUWQHU )XQFWLRQV. „ When you define a partner function, you can assign a (corresponding) relationship category. This relationship category is equivalent to the business partner relationship category. y Example: The relationship category LV UHVSRQVLEOH IRU is assigned to the partner function (PSOR\HH UHVSRQVLEOH. y If an access sequence is defined for determining the employee responsible from the business partner relationships, then the corresponding person must be assigned with the relationship category (LV UHVSRQVLEOH WRLV UHVSRQVLEOH IRU). „ Lock: specifies whether the source partner for a partner determination is added to the results list of that determination. y Example: If the lock field is set for the contact person partner function, then the sold-to party is not determined as its own contact person in a sales transaction, for example. If, on the other hand, the lock field is not set, then the sold-to party can also appear as the contact person function in the transaction.

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Partner determination procedures are defined in Customizing. y 6$3 ,PSOHPHQWDWLRQ *XLGH → &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %DVLF )XQFWLRQV → 3DUWQHU 3URFHVVLQJ → 'HILQH 3DUWQHU 'HWHUPLQDWLRQ 3URFHGXUH A SDUWQHU GHWHUPLQDWLRQ SURFHGXUH can be assigned to a transaction type and an item category. A partner determination procedure consists of three levels: y Procedure user (for example, sales transaction, service transaction, opportunity) y Partner functions in the procedure (for example, sold-to party, employee responsible) y Interface settings (which partners are displayed in the transaction in the JHQHUDO view?) You can EORFN a SDUWQHU GHWHUPLQDWLRQ SURFHGXUH for the determination, that is, the partners stored in the procedure are not automatically found by the system but need to be maintained manually. For performance reasons, it can be useful to make this adjustment, for example, with Internet Sales transactions. It can be useful to analyze partner processing for testing reasons. You can display a log. For performance reasons, it is best not to always record a log. The GHWHUPLQDWLRQ WLPH can be set for each partner function. However, partner determination occurs only before the initial save. If a transaction is saved and then subsequently altered, no new partner processing (determination) takes place.

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Access sequences are defined in Customizing. y 6$3 ,PSOHPHQWDWLRQ *XLGH → &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %DVLF )XQFWLRQV → 3DUWQHU 3URFHVVLQJ → 'HILQH $FFHVV 6HTXHQFHV „ In the partner determination procedure, you can select which access sequence should be used to determine the partner for each partner function. If there is no access sequence in the partner determination procedure for a partner function, you can enter the partner manually. „ The following are access sources: y Business partner relationships y Business partner relationships by sales area y CRM organizational model (via determination rules) y Preceding documents y Customer-specific sources, defined in the form of BAdI methods (such as DETERMINATION_ADD_IN_1) (BAdI definition &20B3$571(5B%$',)

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The business transaction (for example, quotation, order, service contract) is assigned to the transaction type %XVLQHVV WUDQVDFWLRQ W\SHV in Customizing. „ Procedure-users are assigned to the partner determination procedure. „ Business transaction type and determination procedure must match in order to assign a partner determination procedure to a transaction type.

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The 6ROGWR SDUW\ partner function is used in SAP ERP. In SAP CRM, however, the same partner function is known as &XVWRPHU. In Customizing (&XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %DVLF )XQFWLRQV → 3DUWQHU 3URFHVVLQJ → 'DWD 7UDQVIHU → 'LVWULEXWLRQ RI 3DUWQHU )XQFWLRQV IURP 6$3 (&& LQWR &50), you can specify that SAP R/3 sold-to parties are SAP CRM customers. „ In SAP CRM, the partner function &XVWRPHU is used. In SAP R/3 the same partner function is known as 6ROGWR SDUW\. In Customizing (&XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %DVLF )XQFWLRQV → 3DUWQHU 3URFHVVLQJ → 'DWD 7UDQVIHU → 'LVWULEXWLRQ RI 3DUWQHU )XQFWLRQV IURP &50 LQWR 6$3 (&&), you can specify that SAP CRM customers are SAP R/3 sold-to parties.

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At the conclusion of this exercise, you will be able to: • Describe and explain the fundamental concepts of CRM Partner Processing • Create both a partner determination procedure and a sequence access in Customizing Within your trade fair business framework, you want to set up partner processing for the transaction type 4XRWDWLRQ according to your own requirements. You want to utilize business partner relationships and enter the contact persons in the document as partners.

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Analyze partner processing for the sales transaction 4XRWDWLRQ in Customizing. In a separate parallel session, create a sales transaction with transaction type 4XRWDWLRQ. Use your business partner ##6WRFNPDQQ $* as Sold-To Party. 1-1-1 Which partner functions were automatically found by the system for this particular sales transaction? _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ Does the system also determine a contact person? 1-1-2 What access sequence is used to search for the Employee Responsible? _______________________ 1-1-3 Can you manually maintain additional partners in the partner view? If so, do this.

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Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Quotation that will determine at least one of the customer’s contact persons. 1-2-1 Copy the partner determination procedure Telesales (00000001) with all its dependent entries to =36 . Name the new partner determination procedure 3DUWQHU'HW3URF 

1-2-3 Enhance the partner determination procedure =36 with the partner function &RQWDFW 3HUVRQ &50 , which the system finds automatically.

1-2-2 Create a single access sequence ==  6ROG7R 3DUW\ ± 5HODWLRQVKLSV with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter  for the batch and dialog sequences, %XVLQHVV SDUWQHU UHODWLRQVKLSV as the source, and 6ROGWR 3DUW\ &50 as the partner function.

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For determination, use the access sequence == previous exercise.

The partner function &RQWDFW 3HUVRQ &50 should occur at least once and no more than three times. , which you created in the

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1-2-6 Assign the partner determination procedure =36## to transaction type =$## (##4XRWDWLRQ).

1-2-5 Display the partner function (PSOR\HH UHVSRQVLEOH &50 on the header screen as well (user interface settings!).

1-2-4 Make sure that the address usage *RRGV UHFHLSW for partner function Ship-to party is used. For all other partner functions the VWDQGDUG DGGUHVV should be determined within transactions.

You do not have to maintain the remaining fields.

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1-2-7 Test the new partner determination procedure by creating the sales transaction 4XRWDWLRQ Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)? ____________________________

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Comprehension questions on partner processing 1-3-1 What concept makes partner processing particularly flexible? Explain why. _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ 1-3-2 Can you define your own partner functions in Customizing? ___________________________ 1-3-3 Can you define your own partner function categories? ___________________________ 1-3-4 What (business partner) relationship category is evaluated if you try to determine the partner function (PSOR\HH UHVSRQVLEOH using an access sequence that searches in the business partner’s relationships? 2SWLRQDO Test this by assigning the DFFHVV VHTXHQFH == to the partner function (PSOR\HH UHVSRQVLEOH. Then maintain the corresponding relationship for the business partner ##Stockmann AG and use any existing employee, such as Lou Windham, for example (business partner number 400440).

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2-1 Analyze partner processing for the service transaction ##6HUYLFH 2UGHU in Customizing. In a separate parallel session, create a service transaction with transaction type ##6HUYLFH 2UGHU. Use your business partner ##6WRFNPDQQ $* as Sold-To Party. 2-1-1 Which partner functions were automatically found by the system for this particular service transaction? _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ Does the system also determine a contact person? Is it Michael ##Contact? 2-1-2 What access sequence is used to search for the Employee Responsible? _______________________ 2-1-3 Can you manually maintain additional partners in the partner view? If so, do this.

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2-2-3 Change the =36 partner determination procedure and assign the access sequence you just created to the &RQWDFW SHUVRQ &50 partner function.

2-2-2 Create a single access sequence ==  6ROG7R 3DUW\ ± 5HODWLRQVKLSV with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter  for the batch and dialog sequences, %XVLQHVV SDUWQHU UHODWLRQVKLSV as the source, and 6ROGWR 3DUW\ &50 as the partner function.

2-2-1 Copy the partner determination procedure 6HUYLFHRUGHU +HDGHU (=7659+) with all its dependent entries to =36##. Name the new partner determination procedure 3DUWQHU'HW3URF 

Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Service Order that will determine at least one of the customer’s contact persons (Michael ##Contact).

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2-2-5 Assign the partner determination procedure =36## to transaction type =6## (##6HUYLFH 2UGHU). 2-2-6 Test the new partner determination procedure by creating the service transaction 6HUYLFH 3URFHVV Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)? ____________________________

2-2-4 Display the partner function &RQWDFW SHUVRQ &50 on the header screen as well (user interface settings!).

In addition to this, the partner function &RQWDFW 3HUVRQ &50 should occur at least once and no more than three times.

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Comprehension questions on partner processing 2-3-1 What concept makes partner processing particularly flexible? Explain why. _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ 2-3-2 Can you define your own partner functions in Customizing? ___________________________ 2-3-3 Can you define your own partner function categories? ___________________________ 2-3-4 What (business partner) relationship category is evaluated if you try to determine the partner function (PSOR\HH UHVSRQVLEOH using an access sequence that searches in the business partner’s relationships? 2SWLRQDO Test this by assigning the DFFHVV VHTXHQFH == to the partner function (PSOR\HH UHVSRQVLEOH. Then maintain the corresponding relationship for the business partner ##Stockmann AG and use any existing employee, such as Lou Windham, for example (business partner number 400440).

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Analyze partner processing for the sales transaction 4XRWDWLRQ in Customizing. In a separate parallel session, create a sales transaction with transaction type 4XRWDWLRQ. Use your business partner ##6WRFNPDQQ $* as the Sold-To Party. 1-1-1 Which partner functions were automatically found by the system for this particular sales transaction? Was a contact person found? 6$3 0HQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o &RQILJXUDWLRQ o &XVWRPL]LQJ

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6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o %DVLF 6HWWLQJV o 'HILQH 7UDQVDFWLRQ 7\SHV The partner determination procedure 00000001 is assigned to transaction type AG (Telesales). 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o 3DUWQHU 3URFHVVLQJ o 'HILQH 3DUWQHU 'HWHUPLQDWLRQ 3URFHGXUH The partner determination procedure 00000001 contains the following five partner functions: 6ROGWR 3DUW\ 6KLSWR 3DUW\ %LOOWR 3DUW\ 3D\HU (PSOR\HH 5HVSRQVLEOH Does the system also determine a contact person?

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1-1-3 Can you manually maintain additional partners in the partner view? If so, do this. In your second session, go to the 3DUWQHU tab page in the sales transaction and enter, for example, a contact person (e.g. the Business Partner number of Michael Contact ##).

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Implement partner processing. You want to use a partner determination procedure for the transaction of the type ##Quotation that will determine at least one of the customer’s contact persons. 1-2-1 Copy the partner determination procedure Telesales (00000001) with all its dependent entries to =36 . Name the new partner determination procedure 3DUWQHU'HW3URF  ,0* o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o 3DUWQHU 3URFHVVLQJ o 'HILQH 3DUWQHU 'HWHUPLQDWLRQ 3URFHGXUH

Select the entry  7HOHVDOHV and choose &RS\ $V. Confirm the dialog box and copy all dependent entries. Name the new partner determination procedure 3DUWQHU'HW3URF  1-2-2 Create a single access sequence ==  6ROG7R 3DUW\ ± 5HODWLRQVKLSV with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter  for the batch and dialog sequences, %XVLQHVV SDUWQHU UHODWLRQVKLSV as the source, and 6ROGWR 3DUW\ &50 as the partner function. ,0* o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o 3DUWQHU 3URFHVVLQJ o 'HILQH $FFHVV 6HTXHQFHV Save your data and go back to the IMG.

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Select the new access sequences and choose ,QGLYLGXDO $FFHVVHV. Enter the following data: Batch Sequence: Dialog Sequence: Source: Partner function: 

Choose 1HZ (QWULHV and enter == 5HODWLRQVKLSV as the description.

as the ID and ##6ROG7R 3DUW\ ±

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Save the data and go back to the IMG.

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For determination, use the access sequence == previous exercise.

The partner function &RQWDFW 3HUVRQ &50 should occur at least once and no more than three times. , which you created in the

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Select the partner determination procedure =36 and then double-click 3DUWQHU )XQFWLRQV LQ 3URFHGXUH. Click on 1HZ (QWULHV. Partner function: Number of Occurrences (Lowest): Number of Occurrences (Highest): Access Sequence 6ROG7R 3DUW\ ± 5HODWLRQVKLSV  &RQWDFW SHUVRQ &50

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1-2-4 In the details of partner function Ship-To Party choose 5HFHLYH JRRGV from the drop down list $GGUHVV IRU 7UDQV In the details of all other partner functions mark the checkbox 6WDQGDUG DGGUHVV RQO\.

1-2-5 Display the partner function (PSOR\HH UHVSRQVLEOH &50 on the header screen as well (user interface settings!). Double-click on 8VHU ,QWHUIDFH 6HWWLQJV. Partner Function 3: (PSOR\HH UHVSRQVLEOH &50

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1-2-6 Assign the partner determination procedure =36## to transaction type =$## (##4XRWDWLRQ).

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1-2-7 Test the new partner determination procedure by creating the sales transaction 4XRWDWLRQ Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)? 6$3 0HQX o 6DOHV o 0DLQWDLQ 6DOHV 7UDQVDFWLRQV Create a transaction ##4XRWDWLRQ and use the sold-to party ##6WRFNPDQQ $* Now, no dialog box should appear because of unclear address determination.

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Go to the 3DUWQHU tab page. The system found the contact person Michael ##Contact

On the *HQHUDO tab, you should be able to see the Responsible employee partner function.

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Comprehension questions on partner processing 1-3-1 What concept makes partner processing particularly flexible? Explain why. Access sequences enable the formulation of search strategies to search for individual partners. For example the (PSOR\HH 5HVSRQVLEOH can be determined through organizational data determination or, if no partners are found here, can be entered manually by the system user. 1-3-2 Can you define your own partner functions in Customizing? Yes, it is possible to define your own partner functions to fit your personal requirements. 1-3-3 Can you define your own partner function categories? Partner function categories cannot be enhanced in Customizing. 1-3-4 What (business partner) relationship category is evaluated if you try to determine the partner function (PSOR\HH UHVSRQVLEOH using an access sequence that searches in the business partner’s relationships? 6$3 0HQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o &RQILJXUDWLRQ o &XVWRPL]LQJ

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The partner function  ((PSOR\HH UHVSRQVLEOH) is assigned to the relationship category LV UHVSRQVLEOH IRU.

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Test this by assigning the DFFHVV VHTXHQFH == to the partner function (PSOR\HH UHVSRQVLEOH. Then maintain the corresponding relationship for the business partner ##Stockmann AG and use any existing employee, such as Lou Windham, for example (business partner number 400440).

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Select partner function (PSOR\HH UHVSRQVLEOH and call up the details. Maintain an LV UHVSRQVLEOH WR relationship as explained in Business Partner exercise 1-2-2. Create a new ##Quotation and test if your settings were implemented correctly. In the access sequence field, enter the access sequence you just created.

Select the partner determination procedure =36 3DUWQHU )XQFWLRQV LQ 3URFHGXUH.

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2-1 Analyze partner processing for the sales transaction ##6HUYLFH 2UGHU in Customizing. In a separate parallel session, create a sales transaction with transaction type ##6HUYLFH 2UGHU. Use your business partner ##6WRFNPDQQ $* as Sold-To Party. 2-1-1 Which partner functions were automatically found by the system for this particular service transaction? 6$3 0HQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o &RQILJXUDWLRQ o &XVWRPL]LQJ

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6ROGWR SDUW\ %LOOWR SDUW\ 3D\HU $FWLYLW\ SDUWQHU (PSOR\HH UHVSRQVLEOH &RQWDFW SHUVRQ 9HQGHU 6HUYLFH 7HFKQLFLDQ *URXS and 6KLSWR SDUW\6HUYLFH UHFLSLHQW Does the system also determine a contact person? $OWKRXJK WKH V\VWHP GHWHUPLQHV WKH &RQWDFW SHUVRQ &50 SDUWQHU IXQFWLRQ LW GRHV QRW ILQG 0LFKDHO &RQWDFW 2-1-2 What access sequence is used to search for the Employee Responsible? ,0* o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o 3DUWQHU 3URFHVVLQJ o 'HILQH 3DUWQHU 'HWHUPLQDWLRQ 3URFHGXUH Is it Michael ##Contact?

The partner determination procedure =7659+ contains the following QLQH partner functions:

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Display the details for the (PSOR\HH UHVSRQVLEOH partner function.

2-1-3 Can you manually maintain additional partners in the partner view? If so, do this. In your second session, go to the 3DUWQHU tab page in the service process in the 7UDQVDFWLRQ GDWD and enter another contact person (the Business Partner number for Michael Contact , for example).

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2-2-1 Copy the partner determination procedure 6HUYLFHRUGHU +HDGHU (=7659+) with all its dependent entries to =36##. Name the new partner determination procedure 3DUWQHU'HW3URF .

Set up partner processing. You want to use a partner determination procedure for the transaction of the type ##Service Order that will determine at least one of the customer’s contact persons (Michael ##Contact).

Select the entry =7659+ and choose &RS\ $V. Confirm the dialog box and copy all dependent entries. Name the new partner determination procedure 3DUWQHU'HW3URF  2-2-2 Create a single access sequence == , 6ROG7R 3DUW\ ± 5HODWLRQVKLSV, with individual accesses, which searches for a partner within the relationships maintained in the business partner master record. Enter  for the batch and dialog sequences, %XVLQHVV SDUWQHU UHODWLRQVKLSV as the source, and 6ROGWR 3DUW\ &50 as the partner function. ,0* o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o 3DUWQHU 3URFHVVLQJ o 'HILQH $FFHVV 6HTXHQFHV Save your data and go back to the IMG.

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Select the new access sequences and choose ,QGLYLGXDO $FFHVVHV. Enter the following data: Batch Sequence: Dialog Sequence: Source: Partner function:  

Choose 1HZ (QWULHV and enter == 5HODWLRQVKLSV as the description.

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Save the data and go back to the IMG.

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In addition to this, the partner function &RQWDFW 3HUVRQ &50 should occur at least once and no more than three times.

Select the partner determination procedure =36 and then double-click 3DUWQHU )XQFWLRQV LQ 3URFHGXUH. Choose the partner function &RQWDFW SHUVRQ &50 . Number of Occurrences (Lowest): Number of Occurrences (Highest): Access Sequence 6ROG7R 3DUW\ ± 5HODWLRQVKLSV
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2-2-4 Display the partner function &RQWDFW SHUVRQ &50 on the header screen as well (user interface settings!). Double-click on 8VHU ,QWHUIDFH 6HWWLQJV. Partner Function 3: &RQWDFW SHUVRQ &50

2-2-5 Assign the partner determination procedure =36## to transaction type =6## (##6HUYLFH 2UGHU). 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o %DVLF 6HWWLQJV o 'HILQH 7UDQVDFWLRQ 7\SHV and change the 'HWDLOV. Enter =36

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2-2-6 Test the new partner determination procedure by creating the sales transaction 6HUYLFH 2UGHU Does the system now find the contact person who was stored as a relationship to the business partner (see Business Partners exercises)? Create a transaction ##6HUYLFH 2UGHU and use the sold-to party ##6WRFNPDQQ $* You should be able to see the contact person partner function and the found partner Michael ##Contact in the )DVW (QWU\ 5HIHUHQFH area. 6$3 0HQX o 6DOHV o 0DLQWDLQ 6DOHV 7UDQVDFWLRQV

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Comprehension questions on partner processing 2-3-1 What concept makes partner processing particularly flexible? Explain why. Access sequences enable the formulation of search strategies to search for individual partners. For example the (PSOR\HH 5HVSRQVLEOH can be determined through organizational data determination or, if no partners are found here, can be entered manually by the system user. 2-3-2 Can you define your own partner functions in Customizing? Yes, it is possible to define your own partner functions to fit your personal requirements. 2-3-3 Can you define your own partner function categories? Partner function categories cannot be enhanced in Customizing. 2-3-4 What (business partner) relationship category is evaluated if you try to determine the partner function (PSOR\HH UHVSRQVLEOH using an access sequence that searches in the business partner’s relationships? 6$3 0HQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o &RQILJXUDWLRQ o &XVWRPL]LQJ

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The partner function  ((PSOR\HH UHVSRQVLEOH) is assigned to the relationship category LV UHVSRQVLEOH IRU.

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Test this by assigning the DFFHVV VHTXHQFH == to the partner function (PSOR\HH UHVSRQVLEOH. Then maintain the corresponding relationship for the business partner ##Stockmann AG and use any existing employee, such as Lou Windham, for example (business partner number 400440).

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Select partner function (PSOR\HH UHVSRQVLEOH and call up the details. Maintain an LV UHVSRQVLEOH WR relationship as explained in Business Partner exercise 1-2-2. Create a new ##Service Order and test if your settings were implemented correctly. In the access sequence field, enter the access sequence you just created.

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Actions refer to the Post Processing Framework (PPF) Basis Components, which can automatically trigger output, follow-up activities or workflows. „ You can normally use the $FWLRQV tab page in a business transaction to edit a list of possible actions for the business transaction.

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An action profile is determined from the corresponding transaction type or item category. y You assign an action profile GLUHFWO\ to a transaction type/item category. y You define an DFWLRQ SURILOH GHWHUPLQDWLRQ (condition technique; the same as pricing). Actions are stored as action definitions within an action profile. You can control action processing using different settings and parameters: y Action changeable or executable in dialog y Action displayed in toolbar (SAP GUI) y Processing time y Partner dependence y Action merging y Processing types Only one processing type is allowed for each action definition in online execution. Generally speaking, you should not model any dependencies between actions.

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There are two modes available for defining conditions: y Mouse-oriented PC mode y Direct text entry mode (traditional) „ User settings can be made to change between both modes. „ When editing conditions, you can use expressions and constants and connect them with operators, for example, Status = ’in process’. „ Conditions can be checked for proper syntax and tested.

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If you select ,PPHGLDWHO\ as the processing time, the action is started as soon as the start condition is fulfilled. „ If you select Process when saving the document, the action is started when the document is saved. „ If you select Process using the Selection Report, the action is started after a selection report is executed if the start condition has been fulfilled. This processing type is particularly useful for actions that are used for deadline monitoring (such as monitoring the Service Level Agreement). „ Actions are displayed in transactions that support actions and to which an action profile is assigned. You can display a list of actions scheduled for the transaction on the transaction’s $FWLRQV tab page. The following information is displayed in the list for each action: y Status (action scheduled, action processed) y Description (purpose of action) y Conditions (settings for action definition and conditions are displayed) y Creator, Creation date

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SAP Smart Forms must be used to print, e-mail or fax documents such as an order confirmation. Actions can create an event to start a workflow. Methods are Business Add-In (BAdI) implementations. You can define your own BAdI implementation to adapt actions to your processes and needs. (EXEC_METHODCALL_PPF is the relevant BAdI.) „ There are a large number of BAdI implementations supplied by SAP that are used in the standard transactions. „ Examples for standard methods include the following: y COPY_DOCUMENT (create a follow-up document) y COMPLETE_DOCUMENT (set status completed within document) y CREDIT_MEMO (create credit memo item) y REPAIR_ITEM (create a repair item) y 1O_EVENT_CREATE (create a workflow event)

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You can use the 6$3 6PDUW )RUPV graphics tool to design the layout of output forms. SAP delivers several Smart Forms for output in SAP CRM: y Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail) y Form CRM_LEAD_PRINT (suitable for faxes, letters, and e-mail) y Form CRM_ORDER_SERVICE (suitable for faxes, letters, and e-mail) „ SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge, thanks to a completely graphical user interface. „ When you request a printout of a form, the application program obtains the relevant data to be used and prints it on the form. Data retrieval and form logic are separated from one another. „ SAP Smart Forms replace SAPscript forms.

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You can use the action monitor to monitor and trigger the processing of actions for several transactions. „ The action monitor program, RSPPFPROCESS, originates from the 3RVW 3URFHVVLQJ )UDPHZRUN (PPF). You can use this program to check processing for all actions (for example, output, follow-on documents). „ As soon as the processing time 3URFHVVLQJ E\ VHOHFWLRQ UHSRUW for an action is set in Customizing (for an output, for example), you can select the actions with this program and initiate their processing. This is particularly useful for actions that are used for deadline monitoring (such as Service Level Agreements: first reaction and solutions times for service orders). „ It can also make sense to use the action monitor to process actions with the processing time :KHQ 6DYLQJ; if time-dependent conditions have been fulfilled after a certain time without any changes to the document, for example. The program should be executed regularly so that actions are also started in these cases.

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6$3 %XVLQHVV :RUNIORZ is an SAP Basis component. In the SAP CRM system, SAP Business Workflow definitions and functions can be found under $UFKLWHFWXUH DQG 7HFKQRORJ\ → $%$3 :RUNEHQFK → 'HYHORSPHQW → 6$3 %XVLQHVV :RUNIORZ. „ $FWLRQV are part of the Post Processing Framework and are therefore Basis functions. In SAP CRM, actions can be defined in Customizing: &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %DVLF )XQFWLRQV → $FWLRQV. „ You can find both the SAP Business Workflow and the Post Processing Framework in other SAP systems.

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At the conclusion of this exercise, you will be able to: • Describe how an action of the type ‘order confirmation’ is determined within a quotation • Create an action profile using a wizard • Assign an action profile to a transaction type and test it You want to print out quotations. Because output is triggered through actions, you have to understand how actions are set up and processed. Also you would like to automatically create follow-up activities. This can also be accomplished with appropriate action definitions.

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Create a ##Quotation and check if and how you can issue a corresponding form.

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1-3

Use Customizing to analyze how automatic determination takes place for the 3ULQW 4XRWDWLRQ 0DQXDOO\ action. 1-3-1 Which action profile is used by transaction type ZA## (##Quotation)? 1-3-2 Analyze this action profile. At what time is the action processed and the quotation form output? 1-3-3 Check the details of the action definition to find out why you could not execute the action from transaction processing.

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8-16

2-1

You would like to create an action profile for your ##TradeFairVisits that helps you create a follow-up activity once the preceding activity is completed. 2-1-1 Go to the IMG and create an action profile for transactions. After starting the wizard use the following data: Action Profile: Description: Date Profile: Choose &RQWLQXH. Object Type Name: =$&7,21352),/(

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Choose &RQWLQXH.

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Schedule Automatically: Display in Toolbox: Changeable in Dialog: Choose &RQWLQXH. Executable in Dialog:

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Choose &RQWLQXH.

Select 0HWKRG &DOO.

Choose &RQWLQXH.

The action should QRW be partner-dependent.

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Choose &RQILUP and then select $GRSW HQWULHV.

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8-17

… Choose &RQWLQXH. Enter an appropriate text.

2-1-2 Assign the action profile to transaction type =%## (##7UDGH)DLU9LVLW). 2-2 Test your settings.

In the wizard, click on &RPSOHWH.

You do not want to use any conditions in the first step. Choose &RQWLQXH twice.

2-2-1 Create a new business activity of the type =% .

Enter a business partner and a description and go to the $FWLRQV tab. Is the action scheduled yet? BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

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2-3-1 Define a schedule condition for your )ROORZXS $FWLYLW\ 6DOHV &DOO ## action. Go to the IMG and start defining the condition. Choose (GLW &RQGLWLRQ. Enter $FWLYLW\ FRPSOHWHG hyperlink to define the condition. Expand the container object &50 %XV $FWLYLW\.

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8-18

2SWLRQDO ([HUFLVHV 6HUYLFH
1-1 Create a form. 6HUYLFH 2UGHU and check if and how you can issue a corresponding

1-1-1 Create a service order of the type 6HUYLFH 2UGHU for the customer ##Stockmann AG. You offer the customer  68 of the ##5HSDLU service. 1-1-2 Display all the actions that the system found for this service order. Does the list include the action 3ULQW 6HUYLFH 3URFHVV 0DQXDOO\? Now schedule the action manually. What processing status does this action have? 1-1-3 Display the print preview of the determined order confirmation. 1-2 Trigger processing of the 3ULQW 6HUYLFH 3URFHVV 0DQXDOO\ action. 1-2-2 Call the action monitor and use the parameter action definition 6(59,&( 352&(66 62/'72 3$57<  action status = , processing time =  Processing using selection report. If you want to select the action that was found in the quotation you created, enter the  WUDQVDFWLRQ QXPEHU> in the application key field. You can also work without this selection parameter and sort or filter to find the creator in the list that appears. Now process your action using the action monitor. 1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW 6HUYLFH 3URFHVV 0DQXDOO\ action. 1-3-1 Which action profile is used by transaction type ZS## (##Service Order)? 1-3-2 Analyze this action profile. At what time is the action processed and the quotation form output? 1-3-3 Check the details of the action definition to find out why you could not execute the action from transaction processing. 1-2-1 Can you execute the action directly from transaction processing? What entries are there on the corresponding tab page?

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1-1-1 Create a quotation of the type 4XRWDWLRQ for the customer 6WRFNPDQQ $*. Offer the customer  SLHFHV of the material with the description 0RQLWRU. 6DOHV o 0DLQWDLQ 6DOHV 7UDQVDFWLRQV o 7UDQVDFWLRQ o &UHDWH Enter the data given in the exercise. 1-1-2 Display all the actions that the system found for this quotation. Go to the $FWLRQV tab strip. What entries are there on the corresponding tab page?

Create a ##Quotation and check if and how you can issue a corresponding form.

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1R, the list does not include this action. Select ‘Create action’ (

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What processing status does this action have? The action has not yet been processed ( 1-1-3 Display the print preview of the Quotation Confirmation that was determined.

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Trigger processing of the 3ULQW 4XRWDWLRQ 0DQXDOO\ action. 1-2-1 Can you execute the action directly from transaction processing? Select the ([HFXWH action ( 1R, the action cannot be executed in dialog mode. ).

1-2-2 Call the action monitor and use the parameter action definition 4827$7,21B35,17 action status = , processing time =  Processing using selection report. If you want to select the action that was found in the customer order you created, enter the  WUDQVDFWLRQ QXPEHU> in the application key field. You can also work without this selection parameter and sort or filter to find the creator in the list that appears. 6$3 0HQX o 6DOHV o 0RQLWRULQJ o $FWLRQ 0RQLWRU Now process your Quotation Confirmation using the action monitor. Select the entry for the transaction you created (via the transaction number in the application key column) and click on 3URFHVV ( ). This changes the status of the action to 3URFHVVHG VXFFHVVIXOO\. 1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW 4XRWDWLRQ 0DQXDOO\ action. 1-3-1 Which action profile is used by transaction type ZA## (##Quotation)? 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o $FWLRQV o $FWLRQV LQ 7UDQVDFWLRQV o $VVLJQ $FWLRQ 3URILOH WR WKH %XVLQHVV 7UDQVDFWLRQ 7\SH . Display the 'HWDLOV.

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Select the action profile 4827$7,21. Display the details of action definition 4827$7,21B35,17.

1-3-3 Check the details of the action definition to find out why you could not execute the action from transaction processing. The indicator ([HFXWDEOH LQ 'LDORJ is QRW VHW in the action definition’s details.

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8-22

2-1

You would like to create an action profile for your ##TradeFairVisits that helps you create a follow-up activity once the preceding activity is completed. 2-1-1 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o $FWLRQV o $FWLRQV LQ 7UDQVDFWLRQ o &UHDWH $FWLRQV :LWK :L]DUG 2-1-2 Assign the action profile to transaction type =%## (##7UDGH)DLU9LVLW). Enter the data given in the exercise.

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Go to the details for transaction type ZB## and enter =$&7,21352),/( in the ActionProfile field. 2-2 Test your settings.

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Create an activity of the type 7UDGH)DLU9LVLW for the activity partner 6WRFNPDQQ $*. Maintain any data. Since the action is not scheduled automatically, the action does not appear on the Actions tab. What are your two options for scheduling the action? Option 1: on the actions tab, click on the Create Action icon ( select the action. Option 2: in transaction processing, click on the Actions icon ( select the action. 2-2-2 Schedule the action and save the trade fair visit. What do you notice? Choose one of the two methods of scheduling the action and save the transaction. The document flow icon is ready for input because processing the action created a follow-up activity. ) and ) and

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8-23

2-3

Next, you want to add a schedule condition to your action.

As soon as your trade fair visit is done (and only then), you want to be able to create a follow-up activity of the type Sales Call. 2-3-1 Define a schedule condition for your )ROORZXS $FWLYLW\ 6DOHV &DOO ## action. Go to the IMG and start defining the condition.

6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o $FWLRQV o $FWLRQV LQ 7UDQVDFWLRQ o &KDQJH $FWLRQV DQG &RQGLWLRQV o 'HILQH &RQGLWLRQV Click the 6FKHGXOH &RQGLWLRQ tab. In the upper-left corner, double-click on your action profile.

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Click on the K\SHUOLQN to create the condition.

Choose (GLW &RQGLWLRQ.

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Choose status ( &RPSOHWH and press Enter. Adopt and save the condition. 2-3-2 Test your settings again by creating another trade fair visit. 6$3 0HQX o $FWLYLWLHV o 0DLQWDLQ $FWLYLWLHV Create an activity of the type ##7UDGH)DLU9LVLW for the activity partner ##6WRFNPDQQ $*. Maintain any data. 1R, this is not yet possible because the activity does not have the correct status. On the 'HWDLOV tab, select the &RPSOHWHG status. <HV, the action can now be scheduled. Can you schedule the activity now? Complete the trade fair visit by setting the status accordingly. Can you schedule the action immediately after creating the transaction?

Enter status profile &50$&7,9.

Use the input help in the &RQVWDQW field.

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8-24

2SWLRQDO ([HUFLVHV 6HUYLFH
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1-1-1 Create a service order of the type 6HUYLFH 2UGHU for the customer ##Stockmann AG. You offer the customer  68 of the 5HSDLU service. Enter the data given in the exercise. 1-1-2 Display all the actions that the system found for this service order. In the 7UDQVDFWLRQ GDWD, click on the $FWLRQV tab What entries are there on the corresponding tab page?

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You can see the action: $XWRP ,%DVH 8SGDWH.

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1-2-2 Call the action monitor and use the parameter action definition 6(59,&( 352&(66 62/'72 3$57<  action status = , processing time =  Processing using selection report. If you want to select the action that was found in the quotation you created, enter the  WUDQVDFWLRQ QXPEHU> in the application key field. You can also work without this selection parameter and sort or filter to find the creator in the list that appears. Now process your action using the action monitor. 6$3 0HQX o 6HUYLFH o $FWLRQ 0RQLWRU …

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… Now process your order confirmation using the action monitor. Select the entry for the transaction you created (via the transaction number in the application key column) and click on 3URFHVV ( ). This changes the status of the action to 3URFHVVHG VXFFHVVIXOO\. 1-3 Use Customizing to analyze how automatic determination takes place for the 3ULQW 6HUYLFH 3URFHVV 0DQXDOO\ action. 1-3-1 Which action profile is used by transaction type ZS## (##Service Order)? 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o $FWLRQV o $FWLRQV LQ 7UDQVDFWLRQ o $VVLJQ $FWLRQ 3URILOH WR WKH %XVLQHVV 7UDQVDFWLRQ 7\SH . Display the 'HWDLOV.

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1-3-3 Check the details of the action definition to find out why you could not execute the action from transaction processing. The indicator ([HFXWDEOH LQ 'LDORJ is QRW VHW in the action definition’s details.

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8-26

2-1

You would like to create an action profile for your ##TradeFairVisits that helps you create a follow-up activity once the preceding activity is completed. 2-1-1 SAP Implementation Guide o Customer Relationship Management o Basic Functions o Actions o Actions in Transaction o Create Actions With Wizard 2-1-2 Assign the action profile to transaction type =%## (##7UDGH)DLU9LVLW). Enter the data given in the exercise.

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Go to the details for transaction type ZB## and enter =$&7,21352),/( in the ActionProfile field. 2-2 Test your settings.

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6$3 0HQX o $FWLYLWLHV o 0DLQWDLQ $FWLYLWLHV Create an activity of the type ##7UDGH)DLU9LVLW for the activity partner ##6WRFNPDQQ $*. Maintain any data. Since the action is not scheduled automatically, the action does not appear on the Actions tab. What are your two options for scheduling the action? Option 1: on the actions tab, click on the Create Action icon ( select the action. Option 2: in transaction processing, click on the Actions icon ( select the action. 2-2-2 Schedule the action and save the trade fair visit. What do you notice? Choose one of the two methods of scheduling the action and save the transaction. The document flow icon is ready for input because processing the action created a follow-up activity. ) and ) and

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2-3

2-3-1 Define a schedule condition for your )ROORZXS $FWLYLW\ 6DOHV &DOO ## action. Go to the IMG and start defining the condition.

Next, you want to add a schedule condition to your action. As soon as your trade fair visit is done (and only then), you want to be able to create a follow-up activity of the type Sales Call.

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Enter status profile &50$&7,9.

Use the input help in the &RQVWDQW field.

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In mySAP CRM scenarios the Internet Pricing & Configurator is used to carry out pricing and variant configuration. Pricing and configuration information in the Internet (E-Commerce), in CRM Enterprise as well as on the Mobile clients is processed by only this component (“One face to the customer”). „ Only in the rare case that you would like to implement a mySAP CRM scenario without any pricing or configuration functions, are you able to switch off the IPC. For more information see note 702735.

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The Internet Pricing & Configurator is a software component based on Java. The IPC connects the functions of the Sales Configuration Engine (SCE), the Sales Pricing Engine (SPE) and the Tax Transaction Engine (TTE).

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IPC Implementation Scenarios y Scenarios without ERP integration: - You set up pricing Customizing in SAP CRM and maintain the conditions there. This data is only available in SAP CREM and cannot be transferred to the SAP ERM system. Exception: Trade Promotion Management - Naming convention: standard Customizing objects normally start with a digit. y Scenarios with ERP integration: - You set up pricing Customizing in the ERP system and maintain the conditions there. Both the Customizing and the master data can be transferred from the ERP system to SAP CRM via the middleware. - You cannot change the transferred Customizing in SAP CRM. - The transferred conditions cannot be changed in SAP CRM. You can declare exceptions. - Naming convention: standard Customizing objects normally start with a letter.

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The system reads the first condition type of the pricing procedure and determines the assigned access sequence. This step, together with the following steps, is repeated for each condition type on the pricing procedure. The system reads the access sequence with the condition tables. The sequence of the condition tables forms the search strategy for determining the individual condition records. Each condition table contains the field combinations according to which the system should search in the condition records, for example business partner – product – price. The system searches for valid condition records for the condition tables. If the system does not find a valid condition record for the first condition table, it carries on and searches for a condition record for the next condition table. Once the system has found a valid condition record for a condition table, it makes the result available to pricing in the form of prices and discounts. If the search procedure contains more than one condition type, the system repeats the search for condition records for each condition type. In the SAP CRM system, the free goods, campaign and product determination functions are executed using the pricing mechanism (condition technique). Different kinds of condition groups – for example, prices, discounts, surcharges, freight or taxes – can be determined.

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The pricing procedure defines the valid condition types and their calculation sequence in the transaction. „ The pricing procedure also defines the following: y Which subtotals are created and displayed on the pricing screens y If a condition type is mandatory y How far it is possible to process pricing manually y Which requirements must be fulfilled for a specific condition type to be taken into account „ Pricing procedures are defined in Customizing. „ Pricing procedures have a source (&50 or 5).

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The determination of the pricing procedure must be set up manually. Unlike in SAP ERP, you do not need to set a division, but you can. „ The following elements influence the determination of the pricing procedure: y Sales organization y Distribution channel y Document pricing procedure (can be assigned to a transaction type) y Customer pricing procedure (assignment in the business partner master record – sales area data – billing tab page) y Division (optional) „ The pricing procedure is defined in Customizing under 6$3 ,PSOHPHQWDWLRQ *XLGH → &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %DVLF )XQFWLRQV → 3ULFLQJ → 3ULFLQJ LQ WKH %XVLQHVV 7UDQVDFWLRQ → 'HWHUPLQH 3ULFLQJ 3URFHGXUHV

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The condition type determines the category of a condition and how it is used. The calculation type and the scale base type can be controlled for each condition type. Each condition type can be set as an automatic surcharge or an automatic discount. Condition types are defined in Customizing under 6$3 ,PSOHPHQWDWLRQ *XLGH Ž &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %DVLF )XQFWLRQV → 3ULFLQJ → 'HILQH 6HWWLQJV IRU 3ULFLQJ → &UHDWH &RQGLWLRQ 7\SHV „ Condition types have a Source (&50 or 5). y SAP R/3 condition types can be loaded to the SAP CRM system (customizing download object CRM_PRC_CNDTYP). y SAP CRM condition types cannot be loaded to the ERP system. „ Some ERP condition types cannot be used in SAP CRM. The details for this are covered on the next slides.

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An access sequence is a search strategy that the system uses to search valid data for a specific condition type. „ It comprises one or more accesses, that are each defined by specifying a condition table. „ The sequence of the accesses controls the priority of individual condition records. The system knows from the accesses where a valid condition record should first be searched, and which one is next. „ Create an access sequence for each condition type for which you create condition records

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Condition table: a table that defines the combination of fields that an individual condition record consists of. The condition table consists of a combination of search and result fields Condition records are always created using a specific key. Use tables for help in defining the structure of condition record keys. The key fields of a condition table must appear at the start of the table, in other words, non-key fields must not appear between any two key fields. Name ranges for condition tables: y SAP condition table 001 – 500 created in the ERP system: SAP001 – SAP500 y Customer condition table 501 – 999 created in the ERP system: CUS501 – CUS999 y SAP condition table created in the CRM system: SAPxxxxx y Customer condition table created in the CRM system: CUSxxxxx

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You can determine conditions at any level you require. The levels on which pricing is most commonly carried out have been predefined in the standard version. You can easily add additional levels if required. SAP R/3 includes a standard field catalog with the fields normally used in pricing. However, you can define the conditions so that they are dependent on document fields. You may have to add these fields to the field catalog.

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Data about conditions is stored in condition records. You can limit a price agreement to a specific period. To do this, specify a YDOLGLW\ SHULRG. This can be useful when you want to have different price lists for different years or have discounts valid only for the duration of a special offer. „ The values in a condition record (price, surcharge, discount) can be maintained according to a VFDOH. You can specify an unlimited number of levels in a scale.

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You can use the price group &XVWRPHUV to group products for which the same conditions are to be valid. You assign the price group to the customers or to the products when you maintain the business partners (customer partner function) or the products. You can define your own price groups. „ The conditions maintained in SAP CRM that begin with a zero (0), for example, 0PR0 for price, is equivalent to the PR00 for the price from SAP R/3 or SAP ECC.
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In Customizing you can group the condition types / condition tables that you want using the condition maintenance group (6$3 ,PSOHPHQWDWLRQ *XLGH → &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → 0DVWHU 'DWD → &RQGLWLRQV DQG &RQGLWLRQ 7HFKQLTXH). By assigning the context *&0, you make the corresponding selection of condition types / condition tables possible for general condition maintenance.

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A condition maintenance group bundles condition tables and types for condition maintenance. This defines a special view in condition maintenance. „ In addition to specific maintenance contexts, there is also general condition maintenance (GCM) in the SAP CRM system (6$3 0HQX → 0DVWHU 'DWD → 3ULFHV DQG &RQGLWLRQV → 0DLQWDLQ &RQGLWLRQV). Here, you can maintain the conditions that are in condition maintenance groups and were assigned to the GCM maintenance context. „ You can define your own condition maintenance groups in Customizing y 6$3 ,PSOHPHQWDWLRQ *XLGH → &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → 0DVWHU 'DWD → &RQGLWLRQV DQG &RQGLWLRQ 7HFKQLTXH → &RQGLWLRQ 7HFKQLTXH %DVLFV → &UHDWH 0DLQWHQDQFH *URXS

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You can carry out a SULFLQJ DQDO\VLV. This is a log that gives you an overview of the transactions in automatic pricing. y You can use this information to check how the individual pricing elements from the item are calculated in the system. y Not only information for the last pricing transaction the system carried out is displayed, but for each of these transactions. This enables you to compare pricing transactions. This can be useful after failed searches or price changes. y User parameter PRC_TRACE = X needs to be set. y Condition analysis is not available in the People-Centric UI.

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SAP Pricing has a flexible infrastructure that enables comprehensive pricing strategies. SAP Pricing benefits include: y Increased profitability through economically sound response to any type of customer request y Increased competitiveness y Timely reaction to any type of customer request y Enhanced selling effectiveness by providing product, pricing and discount information at the point of sale „ Differences in Pricing in SAP CRM and SAP R/3 or SAP ECC. y Condition types that are not supported in SAP CRM: EK01, EK02, BO01 to BO05, AZWR, RL00, MW15, VRPS, EDI1, EDI2. y Mass copying of condition records is not possible in SAP CRM. y Change documents are not available in SAP CRM. y Archiving of pricing conditions is not possible in SAP CRM.

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In pricing, more than one condition record may apply to a particular item at any one time. You can use FRQGLWLRQ H[FOXVLRQ to compare possible conditions in order to determine such things as the best price for a customer. 9DULDQW FRQGLWLRQV can be used to influence the price of a configurable material depending on the characteristic values assigned. You can use JURXS FRQGLWLRQV when you want some conditions to be used as the basis for determining scale values from several items. Example: Materials have been assigned to a material pricing group. You want a quantity-based discount to be assigned to these materials. You want the quantity scale to be read cumulatively with the cumulated quantity of all materials in the sales order that are assigned to this material pricing group. +LHUDUFKLFDO DFFHVV is used to optimize pricing for hierarchical data constellations such as a product hierarchy. General condition maintenance is available in the classic user interface and in the PeopleCentric User Interface. Minimum and maximum limits allow you to restrict manual processing of pricing conditions in transactions per condition type. Currently this can be used only for condition records that were originally created in SAP R/3.

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If you create billing documents using CRM Billing, the taxes are determined via the Transaction Tax Engine. To trigger the Transaction Tax Engine call, you need define the condition type 77( (for tax calculation and the net price) or 77( (for tax calculation and the gross price). Recommendation: use the &50 pricing procedure. As of SAP CRM 4.0, there is a WD[ GRFXPHQW. This document is stored permanently in a system and can be accessed at all times. The Tax Document comprises all input and output data for a particular Transaction Tax Engine (TTE) tax determination and calculation. You can find a check list for the TTE’s basic settings in the online documentation.

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The TTE determines and calculates tax based on the condition records and tax exemption licenses. The TTE uses the transferred data to determine the tax event, tax type(s) and the corresponding tax record. „ The simulation transaction TTE_SIMULATION supports: y Tests of all Customizing parameters y Tests of all tax calculation results y Saving documents

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Tax calculation requires classification of business partners and products. The business partner and product tax classification is made by assigning tax groups to the tax types (for example, VAT, sales tax) that must be determined in any given country. The tax groups indicate whether a business partner is liable for or exempted from the respective tax type that is imposed. „ In Customizing, the tax type specifies which taxes are determined for each country. y Corresponding tax groups are defined for business partners and products for each tax type. The combination of tax group, the country (or region), and tax type determines the tax condition record. y A default tax group can be defined for business partners and products per country and tax type. When a business partner or a product has not been assigned a tax classification, the default tax group is used.

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A prerequisite for business partner and product tax classification is the definition of country-specific tax types and tax groups in Customizing. The WD[ W\SH specifies which taxes are determined for each country. The DFFHVV VHTXHQFH specifies the order in which condition records are accessed for a country when more than one tax type has been defined for it. The WD[ FDWHJRU\ is a distinct grouping of taxes to which tax types belong such as sales tax, withholding tax or excise tax. Corresponding tax groups are defined for business partners and products for each tax type. The combination of tax group, the country (or region), and tax type determines the condition record. A default tax group can be defined for business partners and products per country and tax type. When a business partner or a product has not been assigned a tax classification, the default tax group is used.

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CR100

9-23

3ULFLQJ )XQGDPHQWDOV 6XPPDU\
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CR100

9-24

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At the conclusion of this exercise, you will be able to: • Maintain conditions in the SAP CRM system • Maintain conditions in the SAP ERP system • Understand certain basic Customizing settings related to pricing in transactions You want to set up your sales and service transactions so that, when transactions are processed, pricing is carried out and the relevant pricing elements are found for each business transaction. You also want to familiarize yourself with condition maintenance, which is used in both the ERP and CRM systems. 1-1 Conditions and Condition Maintenance in the CRM System

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1-1-3 Try entering a FXVWRPHU GLVFRXQW into the transaction manually, with a value of  . Is this possible?

1-1-2 Check in the transaction’s item details to see if the system found a FXVWRPHU GLVFRXQW (.).

1-1-1 Create a sales transaction of the type 6DOHV 3URFHVV with the business partner 0HJDVWRUH and enter the product +7 with the TXDQWLW\  pieces.

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1-1-4 In the future, the customer should receive a FXVWRPHU GLVFRXQW (.) of  for transactions of this type. This agreement should last from today until the end of the year. Maintain a condition master record in the 6$3 &50 system accordingly.

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1-1-5 Create another sales transaction of the type 6DOHV 3URFHVV with the business partner ##0HJDVWRUH and enter the product +7 with the TXDQWLW\  pieces. What do you notice about the conditions screen? Save the transaction and note the number. _______________

© SAP AG

CR100

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1-2

1-2-2 Check in the transaction’s item details to see if the system found a SULFH (35). Is this a customer-specific material price? How do you know?

1-2-1 In the SAP CRM system, create a sales transaction of the type 4XRWDWLRQ with the business partner 6WRFNPDQQ and enter the product called 0RQLWRU with a TXDQWLW\ of  pieces.

Conditions and Condition Maintenance in the ERP System

1-2-3 In the future, you want the customer to receive a customer-specific material price of  (85 per piece for transactions of this type. With quantities of  SLHFHV of more, the material costs  (85 for this customer. This agreement should last from today until the end of the year.

1-2-4 Create another sales transaction of the type 4XRWDWLRQ with the business partner 6WRFNPDQQ and enter the product called 0RQLWRU with a TXDQWLW\ of  pieces. What do you notice about the conditions screen? Call up the access analysis. What is the name of the condition table on which this customer-specific material price is based? _______________ Please note that this is a database table, in which important information relating to the price conditions is saved. The conditions table in Customizing does not have the prefix CNCCRMPR. Save the transaction and note the number. _______________

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Maintain a condition master record in the 6$3 (53 system accordingly.

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CR100

9-26

1-3

Customizing Pricing 1-3-1 Take a look at one of the transactions from the previous exercise. 1-3-2 What pricing procedure was determined? Transaction from 1-1: BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

Transaction from 1-2: BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

1-3-3 What factors influence the determination of a pricing procedure? Where in the system are the concrete values of the factors for your business transactions from the previous exercise? Transaction from 1-1: _________________________________ ___________________________________________________ ___________________________________________________ Transaction from 1-2: _________________________________ ___________________________________________________ ___________________________________________________ 1-3-4 Can you make any changes to the two pricing procedures in the SAP CRM system’s Customizing? Transaction from 1-1:BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB Transaction from 1-2:BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB 1-3-5 You want to display the customer-specific material price (which you created in the ERP system) (FRQGLWLRQ W\SH 35) in general condition maintenance. To do this, set up a separate condition maintenance group – =&0* (PDLQWHQDQFH JURXS ##) – containing the corresponding condition table / condition type. Use a suitable description.

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Specify that this condition maintenance group is in the *&0 (general condition maintenance) context.

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1-3-6 In general condition maintenance, check if you can display condition master records of condition type PR00 in the condition maintenance group ZCMG##.

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CR100

9-27

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CR100

9-28

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2-1 Conditions and Condition Maintenance in the CRM System

2-1-3 Try entering a FXVWRPHU GLVFRXQW into the transaction manually, with a value of  . Is this possible?

2-1-2 Check in the transaction’s item details to see if the system found a FXVWRPHU GLVFRXQW (.).

2-1-1 Create a service process of the type 6HUYLFH 2UGHU with the business partner 6WRFNPDQQ $* and enter the product 5HSDLU with the TXDQWLW\  68.

2-1-4 In the future, the customer should receive a FXVWRPHU GLVFRXQW (.) of  for transactions of this type. This agreement should last from today until the end of the year. Maintain a condition master record in the 6$3 &50 system accordingly.

2-1-5 Create another service process of the type 6HUYLFH 2UGHU with the business partner 6WRFNPDQQ $* and enter the product 5HSDLU with the TXDQWLW\  68. What do you notice about the conditions screen? Save the transaction and note the number. _______________ >o GDWD VKHHW@

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CR100

9-29

2-2

Customizing Pricing 2-2-1 Take a look at the transaction from the previous exercise. 2-2-2 What pricing procedure was determined? BBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBB

2-2-3 What factors influence the determination of a pricing procedure? Where in the system are the concrete values of the factors for your business transactions from the previous exercise? __________________________________________________ ___________________________________________________ ___________________________________________________ 2-2-4 Can you make any changes to the pricing procedure in the SAP CRM system’s Customizing? BBBBBBBBBBBBBBBBB 2-2-5 You want to display the customer-specific material price (which you created in SAP ERP) (FRQGLWLRQ W\SH 35) in general condition maintenance. To do this, set up a separate condition maintenance group – =&0* (PDLQWHQDQFH JURXS ##) – containing the corresponding condition table / condition type. Use a suitable description.

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Specify that this condition maintenance group is in the *&0 (general condition maintenance) context.

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2-2-6 In general condition maintenance, check if you can display condition master records of condition type 35 in the condition maintenance group =&0*##.

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CR100

9-30

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1-1-1 Create a sales transaction of the type 6DOHV 3URFHVV with the business partner 0HJDVWRUH and enter the product +7 with the TXDQWLW\  pieces. Choose &UHDWH 7UDQVDFWLRQ ( Enter 6$3 0HQX o 6DOHV o 0DLQWDLQ 6DOHV 7UDQVDFWLRQV icon). Select 6DOHV o 6DOHV 7UDQVDFWLRQ.

Conditions and Condition Maintenance in the CRM System

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1-1-2 Check in the transaction’s item details to see if the system found a FXVWRPHU GLVFRXQW (.). Choose the &RQGLWLRQV tab. Click on the ([SDQG GDWD DUHDV icon ( ) to see the item details.

In the 3URGXFW field, enter the number +7 with the TXDQWLW\  and confirm your entry.

0HJDVWRUH in the 6ROGWR SDUW\ field and confirm your entry.

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1-1-3 Try entering a FXVWRPHU GLVFRXQW into the transaction manually, with a value of  . Is this possible? Choose $SSHQG 5RZ ( Ctyp: Amount: ). . 

The list of displayed condition types does QRW include the entry 0K07.

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The minus sign (-) and unit (%) are added automatically. 1-1-4 In the future, the customer should receive a FXVWRPHU GLVFRXQW (.) of  for transactions of this type. This agreement should last from today until the end of the year. 6$3 0HQX o 0DVWHU 'DWDo 3ULFHV DQG &RQGLWLRQV o 0DLQWDLQ &RQGLWLRQV Application: Maintenance group: …
© SAP AG CR100 9-31

You do not need to save the transaction.

Maintain a condition master record in the 6$3 &50 system accordingly.

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… In the data area, enter the value 0K07 in the &RQGLWLRQ 7\SH (&W\S) field on the right and confirm your entry. Enter: Sales Organization: Distribution Channel: Division: Customer: Amount: Valid-From Date: Valid-To Date: Save your data.  6DOHV 86 Choose (([HFXWH).

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1-1-5 Create another sales transaction of the type 6DOHV 3URFHVV with the business partner ##0HJDVWRUH and enter the product +7 with the TXDQWLW\  pieces. What do you notice about the conditions screen? Now the list of displayed condition types includes the entry 0K07 with the amount 3%. Save the transaction and note the number. _______________

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CR100

9-32

1-2

1-2-1 In the SAP CRM system, create a sales transaction of the type 4XRWDWLRQ with the business partner 6WRFNPDQQ and enter the product called 0RQLWRU with a TXDQWLW\ of  pieces. Choose &UHDWH 7UDQVDFWLRQ ( Select 6DOHV o 6$3 0HQX o 6DOHV o 0DLQWDLQ 6DOHV 7UDQVDFWLRQV icon). 4XRWDWLRQ.

Conditions and Condition Maintenance in the ERP System

Enter ##6WRFNPDQQ in the 6ROGWR SDUW\ field and confirm your entry.

1-2-2 Check in the transaction’s item details to see if the system found a SULFH (35). Is this a customer-specific material price? How do you know? Click on the ([SDQG GDWD DUHDV icon ( Choose the &RQGLWLRQV tab. ) to see the item details.

In the 3URGXFW field, enter the number of the product with the description 0RQLWRU and the TXDQWLW\  and confirm your entry.

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Select the row with condition type PR00 and click on the 'LVSOD\ FRQGLWLRQ UHFRUG button. The condition record is not related to a customer, it depends instead on the following keys: 6DOHV RUJDQL]DWLRQ 'LVWULEXWLRQ FKDQQHO 3URGXFW ,'. Alternatively, you can answer this question by carrying out an access analysis. 1-2-3 In the future, you want the customer to receive a customer-specific material price of  (85 per piece for transactions of this type. With quantities of  SLHFHV of more, the material costs  (85 for this customer.

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Maintain a condition master record in the 6$3 (53 system accordingly.

This agreement should last from today until the end of the year.

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Select ENTER, then the key combination &XVWRPHUPDWHULDO ZLWK UHOHDVH VWDWXV and confirm this. …

© SAP AG

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… Sales Organization: Distribution Channel: Customer: Material: Amount: Valid-From Date: Valid-To Date: Choose scales ( Scale quantity: Amount: Save your data. ). In the second row, enter:

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0RQLWRU

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1-2-4 Create another sales transaction of the type 4XRWDWLRQ with the business partner 6WRFNPDQQ and enter the product called 0RQLWRU with a TXDQWLW\ of  pieces. The system LQFOXGHV the FXVWRPHUVSHFLILF PDWHULDO SULFH. Select the $FFHVV button. Call up the access analysis. What do you notice about the conditions screen?

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Expand the entry for condition determination. Expand the entry $FFHVV . Expand the entry for 6WHS  (35; green).

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The condition table is called &1&&50356$3.

What is the name of the condition table on which this customer-specific material price is based?

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Please note that this is a database table, in which important information relating to the price conditions is saved. The conditions table in Customizing does not have the prefix &1&&5035. Save the transaction and note the number. _______________

© SAP AG

CR100

9-34

1-3

Customizing Pricing 1-3-1 Take a look at one of the transactions from the previous exercise. 1-3-2 What pricing procedure was determined? Transaction from 1-1: Open each of the transactions and go to the +HDGHU 2YHUYLHZ tab page.

3ULFLQJ SURFHGXUH &50 3ULFLQJ SURFHGXUH 59&(8 1-3-3 What factors influence the determination of a pricing procedure? Where in the system are the concrete values of the factors for your business transactions from the previous exercise? Determining the pricing procedure can be affected by the following factors: 6DOHV RUJDQL]DWLRQ 'LVWULEXWLRQ FKDQQHO 'LYLVLRQ 'RFXPHQW SULFLQJ SURFHGXUH and &XVWRPHU SULFLQJ SURFHGXUH. Transaction from 1-2:

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The 6DOHV RUJDQL]DWLRQ 'LVWULEXWLRQ FKDQQHO and 'LYLVLRQ are displayed in the transaction on the 2UJDQL]DWLRQ tab page. The document pricing procedure is assigned to the transaction type. Go to the 6$3 5HIHUHQFH ,0*. $UFKLWHFWXUH DQG 7HFKQRORJ\ o &RQILJXUDWLRQ o &XVWRPL]LQJ

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The document pricing procedure is called &50  .

Select the 6DOHV transaction category and double-click on &XVWRPL]LQJ KHDGHU in the dialog structure.

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The customer pricing procedure is stored in the sold-to party’s master data. It is located in the sales area data related to this case on the %LOOLQJ tab page. The customer pricing procedure is called 6WDQGDUG $ . Transaction from 1-1: Sales Organization: Distribution Channel: Division: Document Pricing Procedure: Customer Pricing Procedure: …
© SAP AG CR100 9-35 

 

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1-3-4 Can you make any changes to the two pricing procedures in the SAP CRM system’s Customizing? 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o 3ULFLQJ o 'HILQH 6HWWLQJV IRU 3ULFLQJ o &UHDWH 3ULFLQJ 3URFHGXUH <HV changes are possible because the procedure was created in the SAP CRM system (source: CRM). 1R, it is not possible to make changes in the SAP CRM system. The pricing procedure was transferred from the SAP ERP system by Customizing download (source: R/3). 1-3-5 You want to display the customer-specific material price (which you created in the ERP system) (FRQGLWLRQ W\SH 35) in general condition maintenance. To do this, set up a separate condition maintenance group – =&0* (PDLQWHQDQFH JURXS ##) – containing the corresponding condition table / condition type. Use a suitable description. Transaction from 1-2: Transaction from 1-1:

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Specify that this condition maintenance group is in the *&0 (general condition maintenance) context.

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Select 1HZ (QWULHV. Maintenance group: Description:

6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 0DVWHU 'DWD o &RQGLWLRQV DQG &RQGLWLRQ 7HFKQLTXHo &RQGLWLRQ 7HFKQLTXH %DVLFV o &UHDWH 0DLQWHQDQFH *URXS =&0*

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© SAP AG

CR100

9-36

Select 1HZ (QWULHV. Counter: Application: Use: Condition table: Condition Type: Description: &XVWRPHUVSHF 0DWHULDO SULFH

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0DLQWDLQ &RQGLWLRQV maintenance context: *&0 Select 1HZ (QWULHV. Group: Save your entries. 1-3-6 In general condition maintenance, check if you can display condition master records of condition type PR00 in the condition maintenance group ZCMG##. 6$3 0HQX o 0DVWHU 'DWDo 3ULFHV DQG &RQGLWLRQV o 0DLQWDLQ &RQGLWLRQV Application: Choose ([HFXWH. Maintenance group: =&0*## &50 =&0*##

Save your entries.

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In the structure area on the left, select the fields &RQGLWLRQ 7\SH and 6ROG 7R 3DUW\. Click on 6HOHFW UHFRUGV ( Condition Type: Choose ([HFXWH. Sold-To Party: ) 35 In the dialog box that then appears, enter the following: 1XPEHU RI 6WRFNPDQQ

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Condition records are displayed (at least one). However, it is not possible to change the master record because it was transferred from the ERP system and was not intended for processing in the SAP CRM system.

© SAP AG

CR100

9-37

2SWLRQDO ([HUFLVHV 6HUYLFH
2-1 Conditions and Condition Maintenance in the CRM System

2-1-1 Create a service process of the type 6HUYLFH 2UGHU with the business partner 6WRFNPDQQ $* and enter the product 5HSDLU with the TXDQWLW\  68. Choose &UHDWH 7UDQVDFWLRQ ( Select 6HUYLFH o 6$3 0HQX o 6HUYLFH o 0DLQWDLQ 6HUYLFH 3URFHVVHV icon). 6HUYLFH 2UGHU

Enter ##6WRFNPDQQ $* in the 6ROGWR SDUW\ field and confirm your entry. In the 3URGXFW field, enter the number and confirm your entry. 5HSDLU with the TXDQWLW\  68

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2-1-2 Check in the transaction’s item details to see if the system found a FXVWRPHU GLVFRXQW (.). Choose the &RQGLWLRQV tab. Click on the ,WHP GHWDLO button to see the item’s detail.

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2-1-3 Try entering a FXVWRPHU GLVFRXQW into the transaction manually, with a value of  . Is this possible? Choose $SSHQG 5RZ ( Ctyp: Amount: ). . 

The list of displayed condition types does QRW include the entry 0K07.

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The minus sign (-) and unit (%) are added automatically. 2-1-4 In the future, the customer should receive a FXVWRPHU GLVFRXQW (.) of  for transactions of this type. This agreement should last from today until the end of the year. 6$3 0HQX o 0DVWHU 'DWDo 3ULFHV DQG &RQGLWLRQV o 0DLQWDLQ &RQGLWLRQV Application: Maintenance group: Choose … (([HFXWH). %83$',6&28 &50 Maintain a condition master record in the 6$3 &50 system accordingly. You do not need to save the transaction.

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CR100

9-38

In the data area, enter the value 0K07 in the &RQGLWLRQ 7\SH (&W\S) field on the right and confirm your entry. Enter: Sales Organization: Distribution Channel: Division: Customer: Amount: Valid-From Date: Valid-To Date: Save your data.  ,'(6 75

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2-1-5 Create another sales transaction of the type 6HUYLFH 2UGHU with the business partner 6WRFNPDQQ $* and enter the product 5HSDLU with the TXDQWLW\  68. What do you notice about the conditions screen? Now the list of displayed condition types includes the entry 0K07 with the amount 3%. Save the transaction and note the number. _______________ >o GDWD VKHHW@

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© SAP AG

CR100

9-39

2-2

Customizing Pricing 2-2-1 Take a look at the transaction from the previous exercise. 2-2-2 What pricing procedure was determined? 3ULFLQJ SURFHGXUH &50 Open the transaction and select the 3ULFHV tab page in the 7UDQVDFWLRQ GDWD.

2-2-3 What factors influence the determination of a pricing procedure? Where in the system are the concrete values of the factors for your business transactions from the previous exercise? Determining the pricing procedure can be affected by the following factors: 6DOHV RUJDQL]DWLRQ 'LVWULEXWLRQ FKDQQHO 'LYLVLRQ 'RFXPHQW SULFLQJ SURFHGXUH and &XVWRPHU SULFLQJ SURFHGXUH.

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The 6DOHV RUJDQL]DWLRQ 'LVWULEXWLRQ FKDQQHO and 'LYLVLRQ are displayed in the transaction on the 2UJDQL]DWLRQ tab page. The document pricing procedure is assigned to the transaction type. Go to the 6$3 5HIHUHQFH ,0*. $UFKLWHFWXUH DQG 7HFKQRORJ\ o &RQILJXUDWLRQ o &XVWRPL]LQJ

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6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 7UDQVDFWLRQV o %DVLF 6HWWLQJV o 'HILQH 7UDQVDFWLRQ 7\SHV Select entry =6## and click on the 'HWDLOV icon ( In the dialog structure, double-click on $VVLJQPHQW RI %XVLQHVV 7UDQVDFWLRQ &DWHJRULHV ).

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The document pricing procedure is called 6HUYLFH 3URFHVV 6 .

Select the 6DOHV transaction category and double-click on &XVWRPL]LQJ KHDGHU in the dialog structure.

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The customer pricing procedure is stored in the sold-to party’ s master data. It is located in the sales area data related to this case on the %LOOLQJ tab page. The customer pricing procedure is called 6WDQGDUG $ .  ,'(6 75 Sales Organization: Distribution Channel: Division: Document Pricing Procedure: Customer Pricing Procedure:

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© SAP AG

CR100

9-40

2-2-4 Can you make any changes to the pricing procedure in the SAP CRM system’ s Customizing? 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o %DVLF )XQFWLRQV o 3ULFLQJ o 'HILQH 6HWWLQJV IRU 3ULFLQJ o &UHDWH 3ULFLQJ 3URFHGXUH

<HV changes are possible because the procedure was created in the SAP CRM system (source: CRM).

On the other hand, pricing procedures that were transferred by Customizing download from the SAP ERP system cannot be changed in the CRM system. This applies particularly to transactions from the 6DOHV area. 2-2-5 You want to display the customer-specific material price (which you created in SAP ERP) (FRQGLWLRQ W\SH 35) in general condition maintenance. To do this, set up a separate condition maintenance group – =&0* (PDLQWHQDQFH JURXS ##) – containing the corresponding condition table / condition type. Use a suitable description.

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Specify that this condition maintenance group is in the GCM (general condition maintenance) context. 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o 0DVWHU 'DWD o &RQGLWLRQV DQG &RQGLWLRQ 7HFKQLTXHo &RQGLWLRQ 7HFKQLTXH %DVLFV o &UHDWH 0DLQWHQDQFH *URXS =&0*

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Select 1HZ (QWULHV. Maintenance group: Description:

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You can bill for different business transactions directly in mySAP Customer Relationship Management (mySAP CRM). These transactions include: y Sales orders (with or without reference to delivery) y Service orders, service contracts, service confirmations, complaints processing Using CRM Billing, you can combine a service order item with a sales order item together in an invoice and thereby simplify communication with your customers. If you simply want to bill CRM sales orders and are currently using SAP Sales and Distribution (SAP SD), you have the option of using either SD Billing or CRM Billing. For billing contracts, service orders or confirmations or complaints, you should principally use CRM Billing. The R/3 components SAP FI-AR (Accounts Receivable) or FI-CA (Contract Accounting) have to be implemented if you wish to post billing documents in Financial Accounting. You need SAP BW for statistical reporting of billing documents

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During LQSXW SURFHVVLQJ, CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items. As of CRM Release 5.0, you can use an external interface to copy data from non-SAP systems to the CRM Billing due list. It supports the following formats: y IDoc; XML SOAP via HTTP; XML via the Exchange infrastructure y For more information, see the documentation for function module CRMXIF_BEA_DL_CRMB_SAVE. During ELOOLQJ, related billing due list items are also grouped together as far as possible from different CRM business transactions and transferred to a joint billing document. From the billing due list, you can process both single and collective billing from billing due list items and also trigger them to run in the background. You can cancel individual billing documents and also execute collective cancellations. The system transfers information on cancellations automatically to Financial Accounting. 2XWSXW SURFHVVLQJ consists of invoice output, the transfer to mySAP Financials, and retrieval for SAP BW. The ledger posting of billing data takes place either in SAP FI-A/R or in SAP FI-CA. CRM Billing provides all relevant billing data for the SAP Business Warehouse for statistical reporting.

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As soon as you have saved a business transaction in which at least one item is relevant to billing, the system automatically transfers the data from this billing request item to the CRM Billing billing due list. The system executes the following steps, up to saving the billing-relevant data. CRM Billing uses the data from application Customizing to determine the item category of CRM Billing for the transferred data record. When the system cannot determine an item category (if, for example, the item category determination is not set up completely), the system has to reject the transferred data record because no billing is possible without the item categories. Here the system subjects the transferred items to a processing check, which, in the following cases, results in the rejection of transferred items: CRM Billing saves all successfully processed and completed data as billing due items. You can search for billing due list items using various selection criteria. You can display the details of each billing due list item. You can display the billing due list items, y That are blocked for billing y That are incomplete There are two ways of setting a billing block y You give the business transaction item the billing block status. y You block the billing item category for billing with the corresponding indicator.

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As a subprocess of billing, CRM Billing transfers billing due list items to billing document items and assigns these to the billing document headers. Therefore, billing documents (for example invoices, credit and debit memos) are created from items which come from a wide range of CRM Business Transactions. „ Split criteria in billing document header data includes the billing unit, payer, bill-to-party, billing document type, billing date, terms of payment and the 6SOLW FULWHULD field. You can also influence the splitting criteria via the copy requirements. For this, choose 6$3 ,PSOHPHQWDWLRQ *XLGH → &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %LOOLQJ → 'HILQH &RS\ 5HTXLUHPHQWV „ In the case of delivery-related CRM Billing, the billing status is changed in R/3 Delivery and the CRM billing document is updated in the SD document flow SAP note 504730 describes the 6XEVFULSWLRQ IRU GRFXPHQW IORZ RI GHOLYHU\ LQ 5.

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Billing documents are not exchanged between the CRP and ERP systems. As long as the invoices have not been transferred to Accounting, it is possible to make certain changes to the invoices (such as changing the value date), to the prices and to the texts. „ CRM invoices generate the sales data for the rebate. „ You can cancel individual billing documents and also execute collective cancellations. The system transfers information on cancellations automatically to Financial Accounting.

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Output processing in CRM Billing aids the transfer of follow-up applications and SAP tools with billing document data and is split into the following processes: y Output of invoicing documents through different output media (for example, printer, fax, e-mail or external output management systems) y Transfer of billing data to a range of SAP ERP accounting applications y Provision for the SAP Business Information Warehouse (SAP BI) y Connection of any non-SAP applications to the external interface of CRM Billing – You can find more information about connection under ,QWHUIDFHV IRU FRQQHFWLQJ WR H[WHUQDO V\VWHPV. CRM Billing enables invoice output through the following output media: Printer, Fax, E-mail, Optical Archiving, External printing channels (Pickup through CRM Billing XML Interface). The SmartForm processes the invoice in the layout you require. The formation of a specific invoice depends on the billing type (for example invoices, credit or debit memos as well as cancellation documents) of the corresponding action. You can monitor the transfer to Accounting (status, error handling). You can carry out the transfer to Accounting separately (at a later point in time). You can enrich account determination either simply or flexibly (condition technique).

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Direct billing allows you to create billing documents directly, without having to explicitly process the billing due date. Prerequisite: the 'LUHFW %LOOLQJ indicator in the payer’s sales area data (billing tab page). Incomplete or blocked billing due list items cannot be billed directly. Incorrectly processed transactions appear in the billing due list. There is a BAdI for triggering direct billing under other conditions.

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The billing plan specifies when a certain amount is invoiced. Service contracts and leasing scenarios in particular use billing plans. As of CRM 5.0, it is also possible to map usage-based billing. Billing plans are also used in this case. You set up billing plan types and billing plan determination in Customizing: y 6$3 ,PSOHPHQWDWLRQ *XLGH → &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → 7UDQVDFWLRQV → %DVLF 6HWWLQJV → %LOOLQJ 3ODQ

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The billing unit (BU) is a CRM business partner that has the role %LOOLQJ 8QLW. The billing unit can be defined independently of the sales or service organization as a standalone. You can assign more than one sales organizations to a billing unit (cross-sales organization billing). A billing unit is uniquely assigned to a company code.

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To be able to use all the CRM Billing functions, you must maintain all the activities in the Implementation Guide under the %LOOLQJ node. For this, in IMG (SPRO) choose &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW Ž %LOOLQJ. „ Under 'HILQH %LOOLQJ 7\SHV, you define billing types for CRM Billing. A billing type specifies a billing document’s characteristics and properties. The billing type attributes determine how the system behaves during billing. „ Under 'HILQH ,WHP &DWHJRULHV, you define the item categories for CRM Billing. The item category determines the properties and characteristics of the billing due list items and the billing items. The item category attributes specify how the system behaves during input processing and billing. „ Under ,WHP &DWHJRU\ 'HWHUPLQDWLRQ, you make settings for item category determination in CRM Billing. Item Category Determination is used to define the item category for CRM Billing from data on CRM business transactions. There are two possible ways of doing this: y In the activity $VVLJQ ,WHP &DWHJRU\, you can assign the item category for CRM Billing to a specific combination of transaction type (process type of source application) and an item category of the relevant CRM business transaction.

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Under Service-related Customizing, you make settings for the services used by CRM Billing: pricing, partner processing, text processing, and action processing. „ Under Integration-related Customizing, you make settings for integrating Billing with accounting applications. Settings regarding document types, accounts and tax codes for accounting documents are made here.

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The Billing Engine Framework enables you to flexibly adjust the billing application. For details of the additional functions in the context of CRM Billing, see y 6$3 ,PSOHPHQWDWLRQ *XLGH → &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %LOOLQJ → &RQILJXUH $SSOLFDWLRQ

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At the conclusion of this exercise, you will be able to: • Understand the organizational units needed for billing and the assignments of these units • Work with the billing due list and create individual billing documents • Carry out certain necessary Customizing settings to set up CRM Billing You want to settle sales and service transactions with CRM Billing and so you want to familiarize yourself with this application.

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1-1-2 Check in Customizing which of these billing units was assigned to the sales organization 6DOHV 86 1-1-3 Which company code is this billing unit assigned to? 1-2 Create a new order of the type 6DOHV 7UDQVDFWLRQ (=6$/ for the customer 0HJDVWRUH and the product +7  SLHFH and maintain it in the sequence in the ERP system. 1-2-1 Save the order and check which pricing procedure was used. Save the order and note the number. __________________ >o GDWD VKHHW@ 1-2-2 Check whether your created order was transferred to SAP ERP.

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1-2-3 Go to the SAPERP system and deliver your order. Make a note of the delivery number. _____________ >o GDWD VKHHW@ 1-2-4 Can you find an entry for your process in the billing due list after carrying out the delivery? If not, why? ______________________________________________________ 1-2-5 Carry out picking and posting goods issue in the SAP ERP system for your process. 1-2-6 Open the billing due list billing in the CRM system again and check again if you can find your transaction within this list. 1-2-7 Create a billing document for your sales process. 1-2-8 Are accounting documents generated in the SAP ERP system? _________________________________ 1-3 Check the relevant Customizing for CRM Billing.

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1-3-1 Check the %LOOLQJUHOHYDQFH indicator for the item category =6$/ (which was determined in your transaction). ______________ 1-3-2 Check out which item category for billing is assigned to your source process category /) 'HOLYHU\ in SAP ERP and source item category =6$/. ______________ 1-3-3 Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed?

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1-1 Relevant Organizational Data for CRM Billing. 1-1-1 Check if one or more billing units exist in the CRM system. Make a note of the numbers. 6HDUFK IRU EXVLQHVV SDUWQHUV WKDW KDYH WKH UROH %LOOLQJ 8QLW %($ 

1-1-2 Check in Customizing which of these billing units was assigned to the sales organization 6DOHV 86 1-2 Create a service confirmation of the type &RQILUPDWLRQ =6(& for the customer 0HJDVWRUH. 1-2-1 Create the confirmation with the following data and check which pricing procedure was used. Transaction Description: Executing Service Employee: Sold-To Party: &50 %LOOLQJ ## 

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Save the confirmation and note the number. __________________ >o GDWD VKHHW@ 1-2-2 Create a billing document for your confirmation. 1-2-3 Are accounting documents generated in the SAP ERP system? _________________________________ 1-3 Check the relevant Customizing for CRM Billing.

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1-3-1 Check the %LOOLQJUHOHYDQFH indicator for the item category 69&3 (which was determined in your transaction). ______________ 1-3-2 Check out which item category for billing is assigned to your source process category =6(& &RQILUPDWLRQ and source item category 69&3. ______________ 1-3-3 Take a look at the details for this item category. What billing type is used by default? Do billing due list items need to be released before they can be billed?

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The pricing procedure found is &50 This pricing procedure was defined in the CRM system. 1-2-2 Check whether your created order was transferred to SAP ERP. Go to the transaction’s change mode. As soon as you are there, you will see in the document flow that there is a replicated sales document.

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1-2-7 Create a billing document for your sales process. Save the invoice.

In the Billing Due List, select your entry and choose ,QGLYLGXDO %LOOLQJ.

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Click on the &RPSOHWH button in the )DVW (QWU\ view (top). Save the confirmation and note the number. __________________ >o GDWD VKHHW@ 1-2-2 Create a billing document for your confirmation. Save the invoice. __________________ >o GDWD VKHHW@ In the Billing Due List, select your entry and choose ,QGLYLGXDO %LOOLQJ.

Choose the status &RPSOHWH.

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In the WUDQVDFWLRQ GDWD, choose the 3ULFHV tab page.

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1-2-3 Are accounting documents generated in the SAP ERP system?

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Select &50% (CRM Billing).

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The CRM enterprise with the CRM middleware and CRM applications is at the core of the CRM system landscape. It takes advantage of all the benefits of the SAP Web Application Server, including load balancing, high availability, integration, and security. The CRM server can run as a stand-alone solution or with various back-end systems. If SAP R/3 is the back-end system, only a plug-in is needed to handle data exchange with the SAP CRM server. CRM middleware handles data exchange with third-party systems. „ mySAP CRM supports two types of mobile scenarios: Laptop computers and handheld devices. Laptops employ the solutions for mobile sales and mobile service, which are synchronized (using the CRM middleware) with the applications on the SAP CRM server. Handheld applications can be used in either online or offline mode. „ The exchange of information between SAP CRM and other components, such as SAP BW and ERP back-end systems, occurs over the CRM middleware.

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The &50 6HUYHU contains the CRM middleware, which handles the data exchange with internal applications and external major components, such as an SAP ERP systems used as the back-end, an SAP Business Information Warehouse or non-SAP systems. The CRM middleware also synchronizes the databases of mobile clients with the CRM database. 0RELOH &OLHQWV are normally laptop computers on which the 0RELOH 6DOHV0RELOH 6HUYLFH DSSOLFDWLRQ is executed. Mobile clients typically connect temporarily (for example, via modem) to the CRM Server for data exchange. The mobile clients are connected to the CRM Server via the FRPPXQLFDWLRQ VWDWLRQ. 6$3 %: (the SAP Business Information Warehouse) is the SAP data warehouse application. The CRM middleware can exchange messages with QRQ6$3 (53 V\VWHPV via standard interfaces, for example, XML – SOAP. *URXSZDUH VROXWLRQV that are supported: Microsoft Exchange and Lotus Domino. If you want to link more than one CRM system or more than one ERP system, see Notes 640570 and 853430.

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The data exchange between the CRM Middleware and external systems is performed via adapters. The adapters map and convert data between various formats. „ The CRM system supports the handling of &50 EXVLQHVV REMHFWV, such as business partners, activities and opportunities, products and product catalogs, in several CRM functional areas such as Internet Sales, Service Interaction Center, Telesales, and Campaign Management. The CRM Server applications exchange data with the CRM middleware via the &50 $GDSWHU. „ Business Document (BDoc) messages are used for data exchange and data processing within a CRM system environment (business documents process and transport business objects as one unit). Synchronization BDocs handle data synchronization with mobile clients; messaging BDocs are used for messaging between components such as SAP ERP and SAP CRM.

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The motivation for using %XVLQHVV 'RFXPHQWV %'RFV as a data container for processing business objects that logically belong together (for example, all data about one order or one partner and so on) and for transporting them as one unit is that this avoids having to process or transport several individual table entries. „ %'RF PHVVDJHV are used for data processing within the CRM system and for data replication toward Mobile Clients. „ %'RF W\SHV are defined and managed in the BDoc Repository with the the BDoc Modeler.

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When talking about %'RFV, a distinction must be made between BDoc type, the BDoc instance and the BDoc message: y A %'RF W\SH or structure must be defined for each required business object, for example, Contact Person, Sales Order. It contains all table entries that make up the corresponding business object. y A %'RF LQVWDQFH is a concrete example of a given BDoc type containing all field values. It does not exist as a BDoc yet but is still to be found in the database. y A %'RF PHVVDJH (or just %'RF) contains modified fields only. These include new fields and deleted fields. The difference between a BDoc message and a BDoc instance is that there is only one BDoc instance for a business object but there can be multiple BDoc messages (with their own IDs) for one BDoc instance. However a BDoc instance is replicated to a mobile client using a BDoc message where all fields are filled.

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During data exchange, data is transferred to the CRM server via the appropriate queue. The data is validated through a validation service. The messaging layer uses PHVVDJLQJ %'RF W\SHV for data exchanges with the CRM Server applications, ERP back-ends and external systems. „ The Administration Console will determine the receivers of the data. The appropriate adaptor services are called and sent to the outbound queue. „ The CRM middleware can apply simple intelligent replication to Messaging BDoc types. A messaging BDoc type acts like an envelope: The CRM middleware cannot access the data inside the envelope but can access data on the envelope. Each application uses different address information so that, for example, sales orders can be routed according to the sales organization.

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The replication takes place in a star-like fashion from the CRM Server to the Mobile Clients (sites A, B and C), SAP R/3 back-ends (site D) or non-SAP back-ends (site E). There is no KLHUDUFK\ in this system. The data is therefore stored in the CRM database and in the local client databases. No storage repository exists for regulating distribution. Data is replicated to VLWHV (local databases) and not to individual persons. A UHSOLFDWLRQ PRGHO defines the rules for how data is distributed. The replication model is created and administered in the Administration Console. The main tasks performed with the $GPLQLVWUDWLRQ &RQVROH are: y Setting up and maintaining the UHSOLFDWLRQ, that is, maintaining replication objects, publications and subscriptions y Managing mobile employee (users) and their passwords y Defining sites, the logical representation of data receivers within the CRM Middleware y Assigning employees to sites (site type Mobile Client only) y Defining and administering organizational structures. To call the administration console, choose the following path: $UFKLWHFWXUH DQG 7HFKQRORJ\ → 0LGGOHZDUH → $GPLQLVWUDWLRQ → $GPLQLVWUDWLRQ &RQVROH (Alternatively, you can use Transaction SMOEAC).

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The above model describes simple intelligent replication - such as transfer of data to the mobile client. You can call the BDoc modeler via the following path: 6$3 PHQX → $UFKLWHFWXUH DQG 7HFKQRORJ\ → 0LGGOHZDUH → 'HYHORSPHQW → 0HWD 2EMHFW 0RGHOLQJ → %'RF 0RGHOHU Replication Objects, Publications and Subscriptions can be administered via the Administration Console (SMOEAC). There is a 1:1 relationship between BDoc and Replication Object. There is a 1:n relationship between Replication Object and Publication (mBDoc). There is a 1:n relationship between Publication and Subscription.

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„ To start initial data transfer, choose in the SAP menu → Architecture and Technology → Middleware → Data

You can load customizing and business objects from SAP backend system to SAP CRM. Usually a customizing load is started before business objects are loaded. Occasionally, the sequence in which objects are loaded may be significant, for example when downloading customer material info records from SAP ERP. In such cases, you must load information for business partners, material masters and plants first before you begin to load customer material information.
Exchange → Initial Data Transfer.

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$GDSWHU REMHFWV can be exchanged between a source system and a target system, for example, between an SAP R/3 system and the CRM Server. Examples are business partner master data, orders and product master data. Load objects are stored in the SMOFOBJECT table. They are grouped as follows: y Business objects y Customizing objects y Condition objects „ Which objects are loaded to which target systems depends on the business process and has been defined for each application. Generally, initial loads and delta loads can be performed from SAP R/3 (SAP ECC) to CRM and vice versa (and CRM to CDB in case of a mobile scenario). However, conditions will be loaded only from SAP R/3 (SAP ECC) to CRM. Sales orders will usually be loaded from CRM to SAP R/3 (SAP ECC) for further execution.

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The objects to be exchanged between CRM and SAP R/3 systems can be filtered using ILOWHU FULWHULD. Filters for the initial load are also used for the delta load from the SAP R/3 system. For the initial load toward the SAP R/3 system, there is no filtering of the load objects. Filter settings, which are stored in table SMOFFILTAB, refer to table fields. The filter for business objects are predefined (stored in table SMOFFILFLD) whereas filters for customizing or condition objects can be set on existing fields. Filter options allow the filtering of business objects at the source, at the target, or at both the source and the target for business objects. However, business data are usually filtered at the source. Customizing or condition objects can be filtered at the source only. Saving a filter entry triggers the automatic transfer to the Plug-In in SAP R/3. The transaction to specify the filter criteria is found under $UFKLWHFWXUH DQG 7HFKQRORJ\ ! 0LGGOHZDUH ! 'DWD ([FKDQJH ! 2EMHFW 0DQDJHPHQW ! %XVLQHVV 2EMHFWV  &XVWRPL]LQJ 2EMHFWV  &RQGLWLRQ 2EMHFWV.

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The transaction to start the initial load can be found at $UFKLWHFWXUH DQG 7HFKQRORJ\ → 0LGGOHZDUH → 'DWD ([FKDQJH → ,QLWLDO /RDG → 6WDUW. „ While there are no restrictions for UHSHDWLQJ GDWD WUDQVIHUV from SAP R/3 to CRM, data transfers from CRM to the consolidated database follow a different logic. To avoid inconsistencies between the consolidated database and mobile application databases, a repeated initial data transfer from CRM to the consolidated database is prevented. If you are sure that no Mobile Clients have been supplied with data or that no data can be extracted again, then a repeated initial data transfer from CRM to the consolidated database can be carried out. To do this, you must change an entry in table SMOFINICUS (for more information, go to the SAP Library). „ The transaction used to monitor the initial load is under $UFKLWHFWXUH DQG 7HFKQRORJ\ → 0LGGOHZDUH → 'DWD ([FKDQJH → ,QLWLDO /RDG → 0RQLWRU 2EMHFWV. If the initial data transfer is not successful, have a look at SAP Note 309734. This contains some useful hints on making a JHQHUDO HUURU DQDO\VLV. „ You can also use the 0LGGOHZDUH 3RUWDO or 0RQLWRULQJ &RFNSLW under $UFKLWHFWXUH DQG 7HFKQRORJ\ → 0LGGOHZDUH → 0RQLWRULQJ → &HQWUDO 0RQLWRULQJ → 0RQLWRULQJ &RFNSLW.

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In certain cases, you need tools to correct data inconsistency. y Data Integrity Manager: more information on one of the next slides. y Requests: If you already know where the inconsistencies are you can use a request. The request loads selected data (business, customizing data and conditions) from an ERP Back-End to the CRM Database or vice versa. Note that the Request of objects from the CRM Database to an ERP Back-End is not supported for all objects. The transactions to define and start a request are R3AR2 and R3AR4, respectively.

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With the Data Integrity Manager (DIMa), you can detect and repair inconsistencies between objects across components within the SAP CRM system landscape. An SAP CRM system landscape usually consists of more than one database. Every SAP CRM system has a CRM database. In most cases data exchange with one or more SAP R/3 back-end systems is necessary. A FRQVROLGDWHG GDWDEDVH is the basis for data exchange with mobile clients. It is very important to keep the objects in the different databases or datasets synchronized. The Data Integrity Manager compares data in different components and displays inconsistencies. The data comparisons are always carried out for the CRM database and an R/3 back-end database, and the CRM database and the consolidated database. For many objects, it is also possible to synchronize the data via the Data Integrity Manager. There are two compare types available in the Data Integrity Manager: header compare and detail compare. A header compare checks if an object instance exists in both databases. A detail compare compares all data of an object instance found in both databases. Some objects may not allow a header compare. The detail compare is then carried out.

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Useful transactions: y SMWP (Monitoring Cockpit) y SMW00 (Error Handler) y SMW01 (Display BDoc Messages) y SMW02 (BDoc Message Summary) y SMQ1 (Outbound Queue Monitor) y SMQ2 (Inbound Queue Monitor) y SMQR (Queue-In Scheduler) y SMQS (Queue-Out Scheduler) y SMWT (Middleware Trace) y R3AS (Start Initial Load) y R3AC6 (Define Middleware Parameters) y R3AR2 (Define Requests) y R3AR3 (Monitor Requests) y R3AR4 (Start Requests) y SDIMA (Data Integrity Manager) y SBDM (BDoc Modeler)

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The 'LVSOD\ %'RF 0HVVDJHV function lists all BDoc messages (transaction SMW01). It displays the following: y The BDoc ID and BDoc type, the BDoc state, the flow context, the queue name, the date and time when the BDoc message was sent y The flow trace, the data and error segments, the service in which the error occurred (last service reached), the recipient list y The succession of BDocs if a mobile scenario is in place „ Successfully processed messages appear with a green light, those still in process with a yellow light, and those with a terminal error condition with a red light. If a message is in process and does not get processed within a reasonable amount of time, it is possible to restart the message, view the message content, or discard the message. A BDoc message can be marked as deleted. (Note that deleting BDoc messages can lead to data inconsistencies however.) It is also possible to make a second attempt at processing. „ You should delete successfully-processed BDoc messages at regular intervals. This is usually done using fix-scheduled reorganization jobs.

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A SRVVLEOH HUURU VLWXDWLRQ would be that a business object was changed in a CRM Server application, but the change (delta load) is not received in the SAP R/3 system. „ In case of errors or missing data updates in the target system, you can perform the following steps: y Check Display BDoc Messages including the middleware trace information. y Check the outbound queue y Check the table BDOC_TRACK in the SAP R/3 system (which shows information on the data handling of the R/3 application). y Check the outbound queue of the SAP R/3 system y Check the inbound queue of the mySAP CRM system „ In addition, you should verify the RFC destination and the logical system assigned to your site (in the Administration Console) and the CRM Middleware parameter settings in the CRM system and the SAP R/3 system (for example, CRMRFCPAR). (See also unit on installation and configuration.)

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At the conclusion of these exercises, you will be able to: • Make certain settings in the Administration Console and reproduce these. Settings in the Administration Console are instrumental in defining data distribution to other systems. For this reason, you should make sure you become familiar with some features of the Administration Console. Familiarize yourself with the $GPLQLVWUDWLRQ &RQVROH. The Administration Console essentially specifies which data from the CRM system is to be distributed to other systems. 1-1-2 Display the details for the 6LWH object. Display the details for the SAP R/3 site. What is the RFC destination of the site and what is the logical system? RFC destination: __________________ Logical system: __________________ 1-1-3 Take a closer look at the RFC destination and perform a test to find out which system is being addressed. To display the RFC destination, use Transaction QVP ($%$3 FRQQHFWLRQV). 1-1-1 Start the Administration Console.

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Find the corresponding destination and test this by carrying out a (test) remote login.

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At the conclusion of these exercises, you will be able to: • Make settings for data exchange of business partners from ERP to the CRM system. Before carrying out the initial data transfer, you need to perform some important preparatory tasks. This includes defining suitable filter criteria for data transfers. You familiarize yourself with Object Management to enable you to define data transfers from the ERP system to the SAP CRM system more accurately. 2-1 Familiarize yourself with 2EMHFW 0DQDJHPHQW. In Object Management, you specify which data from the ERP system is to be transferred to the CRM system.

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2-1-1 Take a look at the details for the &86720(5B0$,1 business adapter object. Which Business Document (Bdoc) is the adapter object linked to? 2-1-2 Do filter settings exist which restrict loading of ERP business partner data? 2-1-3 In the ERP system, create a new (customer) business partner for the account group 6ROGWRSDUW\ 5 ! &50 and check whether this is transferred successfully to the SAP CRM system. Use transaction QYG or, alternatively, /RJLVWLFV PHQX o 6DOHV DQG 'LVWULEXWLRQ o 0DVWHU 'DWD o %XVLQHVV 3DUWQHU o &XVWRPHU o &UHDWH o 6DOHV DQG 'LVWULEXWLRQ Enter a IRUP RI DGGUHVV, a QDPH and the FRXQWU\. Save the master record make a note of the number. ______________ 2-1-4 Does the business partner appear in SAP CRM? Perform a search in Business Partner Processing using the R/3 customer number. What number does the business partner have in the SAP CRM system? 2-1-5 Using the same method, take a look now at the details for the Customizing adapter object =&5B B'2. Which table does this object refer to? This information is relevant for the next exercise.

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At the conclusion of these exercises, you will be able to: • Perform an initial data transfer of Customizing data

You make filter settings in Object Management and transfer Customizing data from the ERP system.

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3-1-1 Display the contents of table =&5B

In the following exercise, you make an initial data transfer of Customizing data. To do this, you use separately defined Customizing tables and adapter objects. in the ERP system.

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Use transaction Q, QVH or, alternatively, 6$3 PHQX o 7RROV o $%$3 :RUNEHQFK o 2YHUYLHZ o 'DWD %URZVHU Which contents are displayed? Which tables are displayed? Note the name of one continent. 3-1-2 Display the contents of table =&5B Which contents are displayed? 3-1-3 Define filter criteria for the data transfer (Customizing adapter object =&5B B'2). You want to perform an initial data transfer but restrict the data transfer by only transferring countries from one continent. . ______________________ in the SAP CRM system.

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3-1-5 Display the contents of table =&5B Which contents are displayed now?

3-1-4 Now perform the initial load for your table =&5B

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in the SAP CRM system.

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At the conclusion of these exercises, you will be able to: • Call a monitor that is important for data exchange • Reprocess erroneous BDoc messages It is inevitable that BDoc messages will occasionally be processed with errors. You deliberately cause an erroneous data transfer for a business partner, search for and locate the error and then rectify it.

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4-1-2 Change the customer 6WRFNPDQQ $* in the (53 system by entering an additional region for instance and then save the master record. 4-1-3 Check that this change is displayed in the SAP CRM system. To do this, exit the Business Partner transaction and restart it. 4-1-4 Take a look at the BDoc message that was generated during this data exchange. Use Transaction QVPZ or 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o 0LGGOHZDUH o 0RQLWRULQJ o 0HVVDJH )ORZ o 'LVSOD\ %'RF 0HVVDJHV

4-1-1 In the 6$3 &50 system, open the business partner &KDQJH PRGH

In the following exercise you exchange business partner data between the ERP and SAP CRM systems and, in doing so, cause a deliberate error during data transfer. Using a suitable monitor, you perform an error analysis and rectify the problem. 6WRFNPDQQ $* in

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Select the EXVLQHVV SDUWQHU QXPEHU using the queue name for example. To do this, you need to display additional selection options.

4-1-5 Take a look at the error message. Why does the message have the error status (E04)? 4-1-6 Ensure that the business partner ##Stockmann AG is not being processed in the CRM system and reprocess the BDoc message. Check that the data has been processed correctly by, for example, opening the business partner again.

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Familiarize yourself with the $GPLQLVWUDWLRQ &RQVROH. The Administration Console essentially specifies which data from the CRM system is to be distributed to other systems. 1-1-1 Start the Administration Console. 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o 0LGGOHZDUH o $GPLQLVWUDWLRQ o $GPLQLVWUDWLRQ &RQVROH

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Display the details for the SAP R/3 site. Choose the 6LWH REMHFW W\SH and then 'LVSOD\ REMHFW ( Choose 6LWH DWWULEXWHV Double-click on the R/3 node. )

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The RFC destination is ',,B and the logical system is 7&/17. 1-1-3 Take a closer look at the RFC destination and perform a test to find out which system is being addressed. To display the RFC destination, use Transaction QVP ($%$3 FRQQHFWLRQV).

What is the RFC destination of the site and what is the logical system?

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Choose the 5HPRWH /RJLQ pushbutton. Close the session again.

Call transaction QVP and choose the $%$3 FRQQHFWLRQ ',,B.

Find the corresponding destination and test this by carrying out a (test) remote login.

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A new session is started in the ERP system. 1-1-4 Examine the existing assigned subscription $OO %XVLQHVV 3DUWQHUV 0(6* . Double-click either the $OO %XVLQHVV 3DUWQHUV 0(6* entry in the structure tree on the left or in the detail area of the 5 site (6XEVFULSWLRQV tab page).

If you called up the details of the subscription, choose the 3XEOLFDWLRQV tab page. The publication name is $OO %XVLQHVV 3DUWQHUV 0(6*  1R The replication object is of the type simple unfiltered and cannot be assigned criteria values.
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What is the assigned publication and replication object used?

Are there criteria values assigned to the subscription?

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2-1

2-1-1 Take a look at the details for the &86720(5B0$,1 business adapter object. Which Business Document (Bdoc) is the adapter object linked to? 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o 0LGGOHZDUH o 'DWD ([FKDQJH o 2EMHFW 0DQDJHPHQW o %XVLQHVV 2EMHFWV Select &86720(5B0$,1 and choose 'HWDLOV ( BDoc link: %83$B0$,1. ).

Familiarize yourself with 2EMHFW 0DQDJHPHQW. In Object Management, you specify which data from the ERP system is to be transferred to the CRM system.

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2-1-2 Do filter settings exist that restrict loading of ERP business partner data? 1R ILOWHUV KDYH EHHQ PDLQWDLQHG Choose the R/3 source site and the Filter Settings tab.

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2-1-3 In the ERP system, create a new (customer) business partner for the account group 6ROGWRSDUW\ 5 ! &50 and check whether this is transferred successfully to the SAP CRM system. 6$3 PHQX o /RJLVWLFV o 6DOHV DQG 'LVWULEXWLRQ o 0DVWHU 'DWD o %XVLQHVV 3DUWQHU o &XVWRPHU o &UHDWH o 6DOHV DQG 'LVWULEXWLRQ Choose (17(5. Form of Address: Name: Country: ______________ 2-1-4 Does the business partner appear in SAP CRM? Perform a search in Business Partner Processing using the R/3 customer number. What number does the business partner have in the SAP CRM system? 6$3 PHQX o 0DVWHU 'DWD o %XVLQHVV 3DUWQHUV o 0DLQWDLQ %XVLQHVV 3DUWQHU … Account group: 6ROGWR3DUW\ 5 ! &50

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Save the master record make a note of the number.

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… Using the Locator, search for the business partner. Search: By: (Number): 2UJDQL]DWLRQ 5 FXVWRPHU QXPEHU &XVWRPHU QXPEHU

2-1-5 Using the same method, take a look now at the details for the Customizing adapter object =&5B B'2. Which table does this object refer to? This information is relevant for the next exercise. 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o 0LGGOHZDUH o 'DWD ([FKDQJH o 2EMHFW 0DQDJHPHQW o &XVWRPL]LQJ 2EMHFWV Select =&5B Choose the 7DEOHV6WUXFWXUHV tab page B'2 and choose 'HWDLOV ( ).

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The table is =&5B #.

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3-1

3-1-1 Display the contents of table =&5B Table Name: Which contents are displayed?

In the following exercise, you make an initial data transfer of Customizing data. To do this, you use separately defined Customizing tables and adapter objects. in the ERP system. 6$3 PHQX o 7RROV o $%$3 :RUNEHQFK o 2YHUYLHZ o 'DWD %URZVHU =&5B . ).

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Choose (17(5 followed by Execute (

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FRXQWULHV DQG WKH UHOHYDQW FRQWLQHQWV DUH VKRZQ 0$1'7, &28175< and &217,1(17. 3-1-2 Display the contents of table =&5B Which contents are displayed? 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o $%$3 :RUNEHQFK o 2YHUYLHZ o 'DWD %URZVHU Choose (17(5 followed by Execute ( 7KH UHOHYDQW WDEOH LV HPSW\ ). Note the name of one continent. in the SAP CRM system. Which tables are displayed?

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3-1-3 Define filter criteria for the data transfer (Customizing adapter object ZCR540_##_DO). You want to perform an initial data transfer but restrict the data transfer by only transferring countries from one continent.

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… Enter the following filter settings Field: Operator: LOW: &217,1(17

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for example (8523(

3-1-4 Now perform the initial load for your table =&5B .

Save the settings. You will receive a message confirming that these filter criteria have been changed successfully in the backend system.

6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o 0LGGOHZDUH o 'DWD ([FKDQJH o ,QLWLDO /RDG o 6WDUW =&5B B'2 (([HFXWH). in the SAP CRM system.

Load object: Choose Acknowledge the popup.

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3-1-5 Display the contents of table =&5B Which contents are displayed now?

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6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o $%$3 :RUNEHQFK o 2YHUYLHZ o 'DWD %URZVHU Choose (17(5 followed by Execute ( ). The table now contains some entries with countries from the continent you entered in the filter criteria.

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4-1-1 In the 6$3 &50 system, open the business partner &KDQJH PRGH

In the following exercise you exchange business partner data between the ERP and SAP CRM systems and, in doing so, cause a deliberate error during data transfer. Using a suitable monitor, you perform an error analysis and rectify the problem. 6WRFNPDQQ $* in

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4-1-2 Change the customer 6WRFNPDQQ $* LQ WKH ERP system by entering an additional region for instance and then save the master record. 6$3 PHQX o /RJLVWLFV o 6DOHV DQG 'LVWULEXWLRQ o 0DVWHU 'DWD o %XVLQHVV 3DUWQHU o &XVWRPHU o &KDQJH o 6DOHV DQG 'LVWULEXWLRQ Customer: Choose ENTER. Region: Save your data. 4-1-3 Check that this change is displayed in the SAP CRM system. To do this, exit the Business Partner transaction and restart it. 6$3 PHQX o 0DVWHU 'DWD o %XVLQHVV 3DUWQHUV o 0DLQWDLQ %XVLQHVV 3DUWQHU The changes are not displayed. 4-1-4 Take a look at the BDoc message that was generated during this data exchange. 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o 0LGGOHZDUH o 0RQLWRULQJ o 0HVVDJH )ORZ o 'LVSOD\ %'RF 0HVVDJHV ). 1XPEHU RI 6WRFNPDQQ $*

Open the business partner ##Stockmann AG and switch to change mode.

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Select the EXVLQHVV SDUWQHU QXPEHU using the queue name for example. Choose $GG IXUWKHU VHOHFWLRQ RSWLRQV ( Queue name: Choose (([HFXWH). 1XPEHU RI EXVLQHVV SDUWQHU

If multiple entries are listed, search for the correct entry using transmission time and transmission date.

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4-1-5 Take a look at the error message. Why does the message have the error status (E04)?  5HFLSLHQW ( ).

Select the relevant entry (red traffic light) and choose %'RF 0HVVDJH (UURU

One of the messages indicates that the business partner is currently being processed. 4-1-6 Ensure that the business partner ##Stockmann AG is not being processed in the CRM system and reprocess the BDoc message. Check that the data has been processed correctly by, for example, opening the business partner again. Select your entry and choose 5HSURFHVV % 'RF 0HVVDJH ( ).

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The message that follows is very important and in this case you can answer using <HV After reprocessing, the CRM business partner should contain the correct data and one region only.

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The SAP NetWeaver Portal enables users to access various SAP and non-SAP applications as well as documents and other information sources. „ BSP = Business Server Page. A BSP application is – like with a transaction in the classic sense – an application that is functionally self-contained. This application is not executed in the SAPGUI however, but in a Web Browser.

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User-friendly user interface: y Intuitive and recognizable interaction design y Easy navigation and Web-like behavior „ Preconfigured user roles: y Preassembled content for complete business tasks y Easy adaptation of the roles for specific needs „ Knowledge Management (KM): y Users want easy access to the knowledge of the entire enterprise through a single point of access. y Documents should be displayed within their specific context (for example, a CRM transaction). This context should be automatically accessed from the KM search result list. „ Personalization and configuration: y Users require personalization options to adapt content to their liking. y User interface needs to be flexible and configurable to embrace customer-specific business requirements.

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„ „ „ „

The usage of other Business Packages depends on the business scenario. The documentation of the Business Packages can be found in the SAP Developer Network. Business Packages (BP’s) are compressed files containing all roles, worksets, iViews, and so on. Business Packages (BP’s) can be downloaded from the SAP Developer Network and uploaded to the Portal server.

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The Portal Content Portfolio page is the primary delivery mechanism for business packages. It has three primary functions: y Informing customers about available packages, worksets, and iViews and making this content available for download y Supporting the developer community in creating new content and offering it to SAP Portals customers y Delivering updates and patches „ You can obtain business packages from SAP and from both certified and non-certified partners via the Internet under https://www.sdn.sap.com/irj/sdn/developerareas/contentportfolio. On the website, you can perform searches for business packages and also inform yourself about the details of certain business packages. To download business packages, you need a user ID, which you can also request on this website. This user enables you to access all business packages available. Provided that you possess the licenses required, you can start downloading business packages immediately. „ 1RWH: Consultants should always use the customer’ s user ID to download business packages from the Portal Content Portfolio. „ For further information on installation of business packages, see KWWSKHOSVDSFRP ! 'RFXPHQWDWLRQ ! 6$3 1HW:HDYHU ! 6$3 1HW:HDYHU V ! 6$3 1HW:HDYHU /LEUDU\ ! SAP NetWeaver Key Areas -> 3HRSOH ,QWHJUDWLRQ ! 3RUWDO ! $GPLQLVWUDWLRQ *XLGH ! &RQWHQW $GPLQLVWUDWLRQ ! %XVLQHVV 3DFNDJH $GPLQLVWUDWLRQ ! %XVLQHVV 3DFNDJH /LIHF\FOH

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The UROH is one of the central concepts of the SAP NetWeaver Portal. A role is a collection of tasks, services and information for a group of users. The role defines which service and information the user should be able to access and the activities he or she may perform. „ User access to content is determined by UROH GHILQLWLRQV. A portal role is a collection of content. The portal content is developed to enable access to information that is relevant for the company that uses the portal. The roles define which content parts are available for each function role in the company. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles. „ The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar, and the detailed navigation tree. The top-level navigation bar is a series of tabs in the title area of the portal header. „ A page can display a detailed navigation tree. The navigation tree presents a hierarchical list of portal pages and services. A user can navigate portal pages and services by clicking on the nodes in the detailed navigation tree. Using the role definition, users can specify whether detailed navigation trees are to be shown. In addition, the role definition is used to configure both navigation at the highest level and also detailed navigation.

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Personalization is a critical success factor for mySAP CRM: y Easy customization and personalization enables the user to have the right information at the right place. y Personalization enables quick navigation to relevant information. y Personalization provides an optimized working environment for users.

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0DNLQJ 3HUVRQDOL]DWLRQ 6HWWLQJV „ For information about personalization of the portal, have a look in the SAP Library under KHOSVDSFRP. Choose the following path there: 'RFXPHQWDWLRQ ! 6$3 1HW:HDYHU ! 6$3 1HW:HDYHU  ! 3HRSOH ,QWHJUDWLRQ ! 3RUWDO ! (QG 8VHU *XLGH ! 3HUVRQDOL]LQJ \RXU 3RUWDO „ For information about personalization of iView, have a look in the SAP Library under KHOSVDSFRP. Choose the following path there: 'RFXPHQWDWLRQ ! 6$3 1HW:HDYHU ! 6$3 1HW:HDYHU  ! 3HRSOH ,QWHJUDWLRQ ! 3RUWDO ! (QG 8VHU *XLGH ! 8VH &RQWHQW ! 3HUVRQDOL]H L9LHZ

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You can use the 3HUVRQDOL]H link to personalize a results list - for example show/hide fields and influence the sequence of the fields.

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Objects can be added or removed from the list of my favorite objects. „ Using the advanced search users can create and store their self defined search variants. „ These search variants can be selected and executed from the drop-down listbox. „ Also predefined searches (CRM customizing) are shown in the drop down listbox.

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Central search: y Searching for specific data and documents is one of your most important tasks in People-Centric UI. The iView for the central search provides you with a fast and flexible tool in the portal. y You can stipulate which business objects and which attributes are available for each business object in the central search. „ Various views are available: y List: This is mainly used for searching and displaying various data records. You also have an ([WHQGHG VHDUFK option with this view. y Summarized: This provides the most important information for a selected application in a single view. Note you cannot enter or edit any data on this page however. y Details: Details are contained in a screen area in which you can view and edit all information for an application.

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Possible object assignments y Pages can contain pages and iViews y Worksets can contain worksets, pages and iViews y Roles can contain roles, worksets, pages and iViews y Groups can contain users y Roles can be assigned to groups and users y iViews can not contain other content objects

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&RS\LQJ D 5ROH „ 8VH: You can copy an existing role and then edit the copied version. „ 3URFHGXUH y Select a role in the role catalog (%URZVHU structure). y Right-click the role and choose &RS\. y Navigate to the customer specific area within portal content directory. - Use right-click and e.g. choose 3DVWH if you want an independent object. - Use right-click and e.g. choose 3DVWH DV 'HOWD /LQN if you would like inheritance take place (Parent-Child relationship). y Open your role and change properties accordingly.

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&KDQJLQJ ([LVWLQJ 5ROHV „ 3URFHGXUH y Select a role in the Portal Content (either %URZVH or 6HDUFK tab) area and right-click on the object. Choose 2SHQ to edit the role. y You can edit the object by adding new entries or removing existing ones and by changing properties. y If possible, save your role. When you remove a Workset from a role (Delete), changes are effective immediately. No save necessary. 0RGLI\LQJ 3RUWDO 5ROHV 'HOLYHUHG E\ 6$3 „ You should QHYHU modify roles delivered by SAP (such as the role for the portal administrator and the Knowledge Management administrator). „ If you want to adjust or change an object that does not belong to your namespace, DOZD\V XVH WKH GHOWD OLQN SURFHGXUH. Also read Delta Links and Upgrade of Business Packages.

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E.g. Lightweight Directory Access Protocol (LDAP) is supported. The SAP NetWeaver Portal is an easy-to-use tool for assigning roles to users and groups or, conversely, for assigning users or groups to roles. „ Procedure for Assigning Roles y Search for the user in 8VHU $GPLQLVWUDWLRQ ! 5ROHV y Edit the user. y Search for available roles and assign them to the user. y Save the user. „ Every user will be assigned to group (YHU\RQH and the role HXBUROH.

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CRM uses an approach where only one BSP application exists (CRM_BSP_FRAME). All the various applications like Account Management, Opportunity Management and so on are managed internally by a URL parameter known as $33/. The personalization is realized by the BLVIEW parameter.

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To create a view, choose the following path: 6$3 ,PSOHPHQWDWLRQ *XLGH ! &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW ! /D\RXW RI 8VHU ,QWHUIDFH 3HRSOH&HQWULF 8, ! $SSOLFDWLRQ  /D\RXW ! 9LHZ „ The iView property $GGLWLRQDO 4XHU\ 6WULQJ 2SWLRQDO 3URSHUW\ allows you to address a view; use parameter EOYLHZ YLHZ!

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Transaction CRMC_BLUEPRINT_C leads you directly to the /D\RXW RI WKH 8VHU ,QWHUIDFH 3HRSOH &HQWULF 8,  „ The &XVWRPL]LQJ WRRO replaces the Business Application Builder and the CRM Designer. This is started via an (ABAP) transaction and is QRW a graphical drag and drop tool. „ You can use the Customizing tool to modify field groups, group tab pages and group toolbars. „ The Customizing tool displays both static and dynamic elements, provides a preview and contains a consistency check.

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At the conclusion of these exercises, you will be able to: • Create search queries and understand their meaning • Personalize a results list • Explain the difference between the List and Form views. People-Centric User Interface users need to get a better understanding of the PC UI application. As a first step it is necessary to understand simple personalization features when creating result lists.

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Familiarize yourself with the People-Centric UI and its applications. Using the example of the $FFRXQWV application, you familiarize yourself with the personalization options. 1-1-1 Log on to the portal. /LQN XVHU DQG SDVVZRUG DUH SURYLGHG E\ \RXU WUDLQHU

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1-1-2 Select the application $FFRXQW 0DQDJHPHQW → $FcountV → $FFRXQWV. Select Extended Search. This is only available in the List view. If necessary, switch to this view. 

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Save your query under &5

Search for accounts with the postal code  .

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Describe exactly what is saved ________________________________________________________ 1-1-3 Personalize the search result list. Choose the Personalization link, select and deselect fields and change the order of appearance. 1-1-4 Only display accounts for the city of Seattle. 1-1-5 Sort your search result list by house numbers. 1-1-6 Export the results list to a file.

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RAt the conclusion of these exercises, you will be able to: • Reproduce portal personalization options • Explain the basic content of a standard portal role You would like to become familiar with user and content information within the Enterprise Portal. You also need to gain a better understanding of standard portal content such as roles, worksets, pages and iViews.

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Analyze an existing portal user as well as an existing portal role. In the following you will become familiar with user management (Identity Management) for the SAP NetWeaver portal. 2-1-1 Take a look at portal personalization. Which options do you have to personalize the user specific portal environment?

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2-1-2 In 8VHU $GPLQLVWUDWLRQ search for user 0LNH %XUWRQ and display the details. a) Which user ID is assigned to Mike Burton? b) To which roles is this user assigned? 2-1-3 Take a look at the icon legend within &RQWHQW $GPLQLVWUDWLRQ → 3RUWDO &RQWHQW You will see some of those icons again in the further course of this exercise. 2-1-4 In &RQWHQW $GPLQLVWUDWLRQ, search for the 6HUYLFH 0DQDJHU role, open it and find out more about the content of this role. a) Where is this role located in the portal catalog? b) Which worksets are assigned to the role? How many of them are marked as entry points? Use the legend as a reference. c) Which other actions can you execute from the user search result list?

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d) Call up the &XVWRPHUV page in the Service Performance Analysis workset of the $QDO\WLFV workset. How many iViews does this page comprise? d) How do you find out which BW query is called from each of these iViews?

c) What are the contents of the 2SSRUWXQLW\ 0DQDJHPHQW workset in the 6HUYLFH &\FOH workset?

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Copying a portal role and changing it according to your needs. In the steps that follow you will copy an existing portal role and then modify it. In addition, you will generate a suitable user role in the CRM system corresponding to the portal role responsible for portal navigation for example. 3-1-2 Copy the 6HUYLFH 0DQDJHU role from the corresponding folder in the newlycreated ##Group folder. Change the 'HVFULSWLRQ ,' and 1DPH of the role to Right-click to use the copy & paste function. 6HUYLFH 0DQDJHU. 3-1-1 Create a subfolder *5283 in the folder CRM Training

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3-1-4 Go to 8VHU $GPLQLVWUDWLRQ and assign the newly-created role to the user CRM-##. Go to $FFRXQWV DQG 3URGXFWV → $FFRXQW 0DQDJHPHQW → $FFRXQWV and call the Account Media Store (3271). Can your see any hyperlinks on the 2SSRUWXQLWLHV tab? Refresh the display (F5). What do you notice?

3-1-3 Delete the $QDO\WLFV workset. Answer the dialog with <HV.

What is the complete ID for this role? You can find this information further down under 4XLFN ,QIR.

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3-1-5 Generate a new user role in the CRM system.

Create a new user role = B3&&B6(59,&(B0$1$*(5 in the SAP CRM system using the existing role SAP_PCC_SERVICE_MANAGER as a template.

3-1-6 Assign the newly-created role to the user CRM-##. 3-1-7 Assign your newly-created portal role to the individual role you have just created. Carry out this setting in CRM Customizing. 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o /D\RXW RI 8VHU ,QWHUIDFH 3HRSOH&HQWULF 8, o 1DYLJDWLRQ 85/ *HQHUDWLRQ o $VVLJQ 3RUWDO 5ROH WR 6LQJOH 5ROH 3-1-8 Use the role copier to generate object links. /D\RXW RI 8VHU ,QWHUIDFH 3HRSOH&HQWULF 8, o 1DYLJDWLRQ 85/ *HQHUDWLRQ o 8VH 5ROH &RSLHU IRU 2EMHFW /LQNV Individual role (source): Confirm the entry with ENTER. Individual role (destination): Destination role priority:

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Confirm your entry with ENTER. Execute the activity in test mode to start with and then GHVHOHFW the 7HVW 0RGH FKHFNER[. 3-1-9 Log on to the portal again and check whether the hyperlinks are now visible.

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Familiarize yourself with the People-Centric UI and its applications. Using the example of the $FFRXQWV application, you familiarize yourself with the personalization options. 1-1-1 Log on to the portal. /LQN XVHU DQG SDVVZRUG DUH SURYLGHG E\ \RXU WUDLQHU

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1-1-3 Click on the 3HUVRQDOL]H link in the upper right area of your result list. 1-1-4 Click the Filter On button and enter Seattle in the City row. 1-1-5 Perform a single or double click on the House Number field. 1-1-6 Choose the Export pushbutton.

Only the search attributes are saved, not the search result list. If you select your predefined search the next time, the system starts the search again with exactly the same search attributes, though the result list might be different.

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Analyze an existing portal user as well as an existing portal role. In the following you will become familiar with user management (Identity Management) for the SAP NetWeaver portal.

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Users can personalize the portal theme for example (influences the fonts and colors of portal pages) or portal language. Users can also change their user profile and password. In addition, users can configure WorkProtect mode which allows them to set the handling of unsaved data during navigation. 2-1-2 Choose User Administration→ Identity Management Under the ([WHQGHG VHDUFK for XVHUV, enter the surname %XUWRQ and press (17(5.

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b) Choose the $VVLJQHG 5ROHV tab Select 5HFXUVLYH VHDUFK and choose 6WDUW. You can see that the user is assigned to the roles [Description] (YHU\RQH UROH, &50 8VHU, &5 6HUYLFH 5ROH and 3HUVRQDOL]DWLRQ. c) You can, for example, modify or lock the user. …

a) Mike Burton’ s user ID is 6(59,&(5(3.

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… 2-1-3 The following icon legend can be observed: Folder iView Target) iViewTemplate Target) Page Target) Page Template Target) Workset T) Role Link T) Page Layout Target) Unclarified Link T) Business Object iView (Locked in Page) iView (Hidden) Folder (Added to Delta Link Folder (Changed in Delta Link iView (Added to Delta Link iView (Changed to Delta Link Portal Page (Added to Delta Link Portal Page (Changed to Delta Workset (Added to Delta Link Workset (Changed to Delta Link Business Object (Existing) Business Object Operation

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2-1-4 Click &RQWHQW $GPLQLVWUDWLRQ → 3RUWDO &RQWHQW and go to the Search tab. Enter the following: Search In: Object Type: Press 6HDUFK. Search For: 5ROH (QWLUH 3RUWDO &DWDORJ

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Right-click to open this role and choose 2SHQ Æ 2EMHFW.

a) Perform a right-click and select 6HDUFK LQ 3RUWDO &DWDORJ. The directory structure of the portal catalog will open up and you will see the relevant location.

Select the ILUVW HQWU\ in the results list. In the Quick Info, you will see the identity for this role. This ends in FUPVFVHUYLFHPDQDJHU

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b) In the details area on the right hand side, you will see that the following worksets are assigned to the role:

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c) Right-click the &XVWRPHUV page and choose (GLW. The page contains two iViews.

c) The workset 2SSRUWXQLW\ 0DQDJHPHQW contains three pages 2YHUYLHZ 2SSRUWXQLWLHV 6XPPDU\ and $QDO\VLV plus 2SSRUWXQLWLHV iViews.

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e) Select one of these iViews and choose the 3URSHUWLHV pushbutton.

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Copying a portal role and changing it according to your needs. In the steps that follow you will copy an existing portal role and then modify it. In addition, you will generate a suitable user role in the CRM system corresponding to the portal role responsible for portal navigation for example. 3-1-1 Link, user and password are provided by your trainer. Navigate to &RQWHQW $GPLQLVWUDWLRQ → 3RUWDO &RQWHQW

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Answer the dialog with <HV.

Navigate to the newly-created folder within &50 7UDLQLQJ and right-click to 3DVWH DV GHOWD OLQN .

Right-click to select the role and choose &RS\.

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3-1-3 Right-click on the Analytics workset and choose 'HOHWH. Answer the dialog with <HV. 3-1-4 Navigate to User Administration → Identity Management Search for the user &50  Choose &KDQJH and go to the $VVLJQHG 5ROHV tab. Select your role and choose $GG. Select the entry by choosing the pushbutton at the start of the row.

Search for your newly-created role using the search string *##service*.

Press the 6DYH button in order to save the user. 7KH WRSOHYHO QDYLJDWLRQ VKRXOG QRZ LQFOXGH VHYHUDO QHZ HQWU\ SRLQWV WKDW RULJLQDWH IURP WKH VHUYLFH UHSUHVHQWDWLYH UROH. Press F5 or use the browser refresh icon.

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2SWLRQDO ([HUFLVHV
3-1-5 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o 6\VWHP $GPLQLVWUDWLRQ o 8VHU 0DLQWHQDQFH o 5ROH $GPLQVWUDWLRQo 5ROHV Role: Choose &RS\ 5ROH. 6$3B3&&B6(59,&(B0$1$*(5 B3&&B6(59,&(B0$1$*(5

To role:

3-1-6 6$3 PHQX o $UFKLWHFWXUH DQG 7HFKQRORJ\ o 6\VWHP $GPLQLVWUDWLRQ o 8VHU 0DLQWHQDQFH o 8VHUV Choose &KDQJH. User: CRM-##

Choose &RS\ $OO.

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3-1-7 6$3 PHQX o &RQILJXUDWLRQ o &XVWRPL]LQJ 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o /D\RXW RI 8VHU ,QWHUIDFH 3HRSOH&HQWULF 8, o 1DYLJDWLRQ 85/ *HQHUDWLRQ o $VVLJQ 3RUWDO 5ROH WR 6LQJOH 5ROH = B3&&B6(59,&(B0$1$*(5 *UXSSHFRPVDSSFWFUP VHUYLFHPD Choose 6$3 5HIHUHQFH ,0*.

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Select 1HZ (QWULHV. Role:

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Portal role: FRPVDSWUDLQLQJ&507UDLQLQJ QDJHU Save this data.

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3-1-8 6$3 ,PSOHPHQWDWLRQ *XLGH o &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW o Layout of User Interface (People-Centric UI) → Navigation (URL Generation) → Use Role Copier for Object Links Individual role (source): 6$3B3&&B6(59,&(B0$1$*(5 Confirm the entry with ENTER. Individual role (destination): Confirm the entry with ENTER. Execute the activity in test mode to start with and then GHVHOHFW the 7HVW 0RGH FKHFNER[. 3-1-9 The hyperlinks will now be displayed. Destination role priority: 10 = B3&&B6(59,&(B0$1$*(5

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12-37

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12-38

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Appendix-1

$SSHQGL[ %DVLF )XQFWLRQV DQG 8QGHUO\LQJ &XVWRPL]LQJ &50 0LGGOHZDUH

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Appendix-2

$GGUHVV 'HWHUPLQDWLRQ

%3 $GGUHVVHV Address 1 BP Address 2 Address 3 $SSOLFDWLRQ

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© SAP AG 2004

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Through Customizing, you can ensure that the different addresses of a business partner are determined correctly by the system for the different partner functions in a business process (for example, send invoice to bill-to address). „ In the Business Partner master, you enter the different addresses of the business partner. One address is marked as the standard address. „ You can assign the addresses to different address types (address usages), which you predefined in the Customizing. „ Several addresses can be assigned to the same address type, but only one is marked as the standard address.

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 1  § &§ £ &% 0  !)§¦ ©£ ¨§ ¥ ¤¡ ¤¡   '&©"&&$"!¦©¨(¢   § § £ % ##  § £ § ¥ ££ 

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CR100 Appendix-3

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&XVWRPL]LQJ IRU $GGUHVV 'HWHUPLQDWLRQ
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SAP Reference IMG: „ &URVVDSSOLFDWLRQ FRPSRQHQWV → 6$3 %XVLQHVV 3DUWQHUV → %XVLQHVV 3DUWQHUV → %DVLF 6HWWLQJV → $GGUHVV 'HWHUPLQDWLRQ and so on. „ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %DVLF )XQFWLRQV → 3DUWQHU 3URFHVVLQJ → 'HILQH 3DUWQHU 'HWHUPLQDWLRQ 3URFHGXUH

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'HILQH $GGUHVV 7\SHV

$VVLJQ 7UDQVDFWLRQ WR $GGUHVV 7\SH

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Appendix-4

0DLQWHQDQFH RI ,QWHUQDWLRQDO $GGUHVV 9HUVLRQV
(QKDQFHPHQW RI H[LVWLQJ IXQFWLRQV
2UJDQL]DWLRQV 3HUVRQV *URXSV

„ 0DLQWHQDQFH RI LQWHUQDWLRQDO DGGUHVV YHUVLRQV IRU

„ 'HILQLWLRQ RI LQWHUQDWLRQDO DGGUHVV YHUVLRQV LQ WKH &XVWRPL]LQJ „ $GGLWLRQDO PDLQWHQDQFH IRU QDPH DQG QDPHGHSHQGHQW DWWULEXWHV

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„ 0DLQWHQDQFH RI LQWHUQDWLRQDO DGGUHVV YHUVLRQV VWDUWHG IURP WKH GHWDLOHG DGGUHVV YLHZ „ 3ULQW SUHYLHZ IRU LQWHUQDWLRQDO DGGUHVV YHUVLRQV

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© SAP AG 2004

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The worldwide use of SAP software requires the use of many different fonts. International address versions (or versions for short) are an attribute of Business Address Services that enable addresses to be printed in different fonts depending on the country. In this context, the term GLIIHUHQW IRQWV does not refer to special country-specific letters or symbols within a character set, such as vowels with umlauts in German and vowels with accents in French, but rather fonts that consist of their own character sets. „ When printing addresses, note that the font of the addresses to be printed is not determined by the current logon language or the logon language at the time of address creation. International address versions enable the same address to be printed in different fonts (or versions), depending on certain parameters. „ A Japanese address is to be printed in Kanji (Chinese characters) if the sending company is also in Japan, or in international font if the sending company is not in Japan. „ See also SAP Note 316331 about international address versions.

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3 3 3 3

&RQWDFW SHUVRQV

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Appendix-5

(QVXULQJ 'DWD &RUUHFWQHVV DQG &RQVLVWHQF\
&KHFN 'XSOLFDWH

3RVWDO YDOLGDWLRQ IRU DGGUHVVHV

„ 6WDQGDUGL]HG LQWHUIDFH IRU LQWHJUDWLRQ RI UG SDUW\ RU FXVWRPHU VSHFLILF WRROV „ &KHFN DJDLQVW 5 5HJLRQDO 6WUXFWXUH

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$UFKLYLQJ

&KHFN RQ EDQN GHWDLOV

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© SAP AG 2004

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In Business Address Services, interfaces for partner products are provided for the attachment of tools for duplicate check and error tolerant searches. The prerequisite for the duplicate check is that a solution of a third-party provider is used and the implementations for the Business-Add-Ins ADDRESS_UPDATE and ADDRESS_SEARCH are active (transaction SE19). You can customize postal validation. You can maintain a separate post-customizing for each country. The archiving flag (BUT000-XDELE) is set manually or via a BAPI. Data dependency test: The business partner cannot be archived when the following statements are true: y The business partner is a reference business partner. y The business partner is being used in a business transaction (for example, in an activity, opportunity, sales order, lead). Business transactions must first be archived. y The business partner is an active organizational unit. y Relationships to a product exist (for example, customer order number): Partner/product ranges must first be archived. y An Internet user exists.

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CR100

Appendix-6

%XVLQHVV 3DUWQHU 'DWD &OHDQVLQJ
,Q 'DWD &OHDQVLQJ WKH IROORZLQJ KDSSHQV

„ ,GHQWLILHG GXSOLFDWHV FDQ EH EURXJKW WRJHWKHU ZLWK WKH GHSHQGHQW GDWD DQG REMHFWV „ $OO GHSHQGHQW GDWD DQG REMHFWV FDQ EH SUHVHQWHG JUDSKLFDOO\ LQ D WUHH VWUXFWXUH

%HQHILWV

„ $IWHU GDWD FOHDQVLQJ WKH GXSOLFDWH FDQ EH DUFKLYHG DXWRPDWLFDOO\ „ 5HGXFHG GDWD UHGXQGDQF\

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b y

,QWHJUDWLRQ: „ Before GDWD FOHDQVLQJ can be carried out, the redundant data must be determined in the system. „ The following possibilities for duplicate recognition exist: y External search engine – The Business Address Services (BAS) provide an interface for integrating any necessary external software such as a search engine. y Customer-owned programs y Services from data providers to search your data for possible duplicates „ In individual cases you can find potential business partner duplicates in the hit list of the business partner search. 3UHUHTXLVLWHV „ Redundant data records must have been determined in the system. „ To use the Business Address Services interface, make the following settings in Customizing: In the IMG, choose %DVLV → %DVLV 6HUYLFHV → $GGUHVV 0DQDJHPHQW → $FWLYDWH 'XSOLFDWH &KHFN ,QGH[ 3RROV „ Perform the following system settings in the SAP Business Partner IMG: Choose &URVV$SSOLFDWLRQ &RPSRQHQWV → 6$3 %XVLQHVV 3DUWQHU → 'DWD &OHDQVLQJ → 0DLQWDLQ 1XPEHU 5DQJHV  'HILQH 3ULRULWLHV  $FWLYDWH 'DWD &OHDQVLQJ

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Appendix-7

%XVLQHVV 3DUWQHU $UFKLYLQJ 3URFHGXUH

3KDVH 
6HOHFWLRQ &KHFNLQJ 6HWWLQJ RI V\VWHP VWDWXV WR $5&5

3KDVH 
:ULWLQJ RI GDWD WR WKH DUFKLYH (all data records with status $5&5

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&KHFNLQJ RI DUFKLYHG GDWD 'HOHWH IURP GDWDEDVH

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© SAP AG 2004

b y

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The archiving flag (BUT000-XDELE) is set manually or via a BAPI. Data dependency test: The business partner cannot be archived when the following statements are true: y The business partner is a reference business partner. y The business partner is being used in a business transaction (for example, in an activity, opportunity, sales order, lead). Business transactions must first be archived. y The business partner is an active organizational unit. y Relationships to a product exist (for example, customer order number): Partner/product ranges must first be archived. y An Internet user exists. „ Phases 2 and 3 of the archiving process must be initiated directly in the Archive Development Kit (ADK). The phase 1 tasks can be completed by periodic collective processing. „ Status ARCR stands for archivable.

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© SAP AG

CR100

4 4

4

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Appendix-8

6HDUFK IRU $UFKLYHG 'RFXPHQWV LQ 3HRSOH&HQWULF 8,
,Q WKH 3HRSOH&HQWULF XVHU LQWHUIDFH \RX FDQ VHDUFK IRU DUFKLYHG GRFXPHQWV DQG GLVSOD\ WKHP

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Appendix-9

'DWH 0DQDJHPHQW
'DWH 0DQDJHPHQW HQDEOHV \RX WR SURFHVV DV PDQ\ GDWHV DV \RX UHTXLUH LQ D GRFXPHQW ([DPSOHV RI 'DWH 7\SHV LQ %XVLQHVV 7UDQVDFWLRQV
'DWH W\SH $FWLYLW\ 3ODQQHG GDWH $FWXDO GDWH &RQWUDFW VWDUW 9DOLGLW\ SHULRG &RQWUDFW HQG &DOO FXVWRPHU 'DWH UXOH &XUUHQW GDWH &XUUHQW GDWH  \HDU &RQWUDFW VWDUW  YDOLGLW\ SHULRG &RQWUDFW HQG ±  ZHHNV

6DOHV FRQWUDFW

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© SAP AG 2004

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i n t e r n a l

Date management enables you to process as many dates as you wish in a transaction. It is used, for example, in contracts (for cancellations date, run times), activities (total duration of an activity), and quotations (valid to date). You can use date management in any other transaction types. You define specific dates, or the system can calculate dates using date types, durations and date rules. „ The date profile controls which reference objects, time duration, date types, and date rules can be used in a specific transaction type.

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Appendix-10

'DWHV LQ %XVLQHVV 7UDQVDFWLRQV ² 6$3 *8,

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CR100

Appendix-11

'DWH 3URILOH

3URFHVV 7\SH

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„ :KLFK GDWH W\SHV FDQ , XVH" „ :KLFK GXUDWLRQV DUH LQFOXGHG"

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© SAP AG 2004

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Date types are descriptions of business transaction dates, for example, start of contract, end of contract, date of signature. „ The duration is the period between two points in time. It consists of a numerical value and definable time unit. „ Date rules for calculating times are defined in XML.

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CR100

Appendix-12

&RQWHQW 0DQDJHPHQW
<RX FDQ XVH P\6$3 &50 &RQWHQW 0DQDJHPHQW WR OLQN DQ\ GRFXPHQWV VXFK DV 0LFURVRIW ([FHO RU :RUG ILOHV WR EXVLQHVV WUDQVDFWLRQV

7KH IROORZLQJ IXQFWLRQV DUH DYDLODEOH LQ &RQWHQW 0DQDJHPHQW
„ 6WRULQJ GRFXPHQWV LQ IROGHUV IROGHU VWUXFWXUH „ &UHDWLQJ FKDQJLQJ FRS\LQJ DQG GHOHWLQJ GRFXPHQWV

„ ([SRUWLQJ GRFXPHQWV WR \RXU 3& „ ,QFOXGLQJ 85/V LQ WKH VWUXFWXUH

„ ,PSRUWLQJ GRFXPHQWV IURP DQG H[SRUWLQJ GRFXPHQWV WR D ORFDO 3&

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Content Management is a function of the SAP Web Application Server, which is used in SAP CRM in various areas, for example, for business partner- and product master data. In the business transaction, the various Content Management functions are available on header- and item level. Integration with the ArchiveLink functionality: In Customizing, you can define which documentation for the appropriate business objects is linked to the ArchiveLink functions. To do this, in Customizing, select the :HE $SSOLFDWLRQ 6HUYHU ! 6$3 :HE $SSOLFDWLRQ 6HUYHU ! %DVLV 6HUYLFHV ! $UFKLYH/LQN Additionally, you can create ArchiveLink documents from Content Management. The exchange of Content Management documents with CRM Mobile is possible. Usage of filter profiles allows you to specify which documents are to be transferred to the Mobile Client. For technical information on Content Management, see the SAP Help portal under http://help.sap.com -> SAP NetWeaver -> SAP Web Application Server -> SAP NetWeaver Components -> SAP Web Application Server -> Basis Services / Communication Interfaces (BCSRV) -> Knowledge Provider (BC-SRV-KPR) -> Content Management Service (BC-SRV-KPR). Please see OSS note 720434 for information on $XWKRUL]DWLRQV IRU GRFXPHQWV.

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© SAP AG

CR100

Appendix-13

&RQWHQW 0DQDJHPHQW ² 6$3 *8,

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3UHYLHZ SURSHUWLHV RU YHUVLRQV

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© SAP AG 2004

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Functions for Content Management are on the 'RFXPHQWV tab page. Special functions in SAP GUI: y Sending documents: You can send business partners documents linked to a business transaction, for example, by e-mail or fax. y Creation of personal- and generally visible notes at document level. y Document templates: You can define templates for your documents that will be available to you later in Content Management. For more information, see the Implementation Guide under &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → %DVLF )XQFWLRQV → &RQWHQW 0DQDJHPHQW → 'HILQH 'RFXPHQW 7HPSODWHV.

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CR100

Appendix-14

&RQWHQW 0DQDJHPHQW ² 3HRSOH&HQWULF 8VHU ,QWHUIDFH

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© SAP AG 2004

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Functions for Content Management are on the $WWDFKPHQWV tab page.

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© SAP AG

CR100

Appendix-15

6\VWHP /DQGVFDSH 'DWD &RQWDLQHUV 8VHG
;0/ )LOHV ,'RFV 62$3 RU $6&,, )LOHV

2WKHU V\VWHPV
'DWD ([WUDFWV  ([FHO :RUNERRNV

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© SAP AG 2004

b y

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i n t e r n a l

%'RF PHVVDJHV serve as data containers on the CRM Server and between the CRM Server and the Mobile Clients. „ Data from SAP R/3 systems and other systems are received via BAPIs, XML files, Idocs or ASCII files. This data is mapped to fill BDocs for further distribution. „ Several layers can be distinguished to technically enable the data transfer between the systems involved: y The TCP/IP transfer protocol is usually used on the network. y Remote Function Calls (RFCs) or the File Transfer Protocol (ftp) provide data. y BDocs, IDocs, XML messages or ASCII flat files contain the actual data.

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CR100

Appendix-16

6LWH 7\SH &RQFHSW
,GHD
„ (YHU\ UHFHLYHU LV UHSUHVHQWHG E\ DQ DEVWUDFW VLWH YDULRXV VLWH W\SHV

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„ 'DWD UHSOLFDWLRQ WR GLIIHUHQW V\VWHPV FDQ EH DGPLQLVWHUHG LQ D XQLIRUP ZD\

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© SAP AG 2004

b y

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In an SAP CRM system environment, local components or VLWHV must be connected to the central component permanently or temporarily so that messages can be exchanged. Sites (not users) are the smallest addressable unit in Replication and Realignment. They are identified by a global identifier (GUID). „ Each site has a VLWH type. Sites of the same type use the VDPH DGDSWHU for exchanging data between the CRM Server and the sites. There is a range of site types available for connecting SAP components. „ Sites are created in the Administration Console, a CRM Middleware tool for the administration of the data exchange of sites (local components). An SAP R/3 system is created, for example, as a site using the site type R/3. SAP provides many standard site types: CRM, CDB, R/3, Mobile client, External interface for XML, External interface for Idocs. „ You can create your own user-defined site types in Customizing. To do this, choose: 6$3 ,PSOHPHQWDWLRQ *XLGH → &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW → 0LGGOHZDUH DQG 5HOHYDQW &RPSRQHQWV → &RPPXQLFDWLRQ 6HWWLQJV → &UHDWH VLWHV DQG VXEVFULSWLRQV

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Appendix-17

6\QFKURQL]DWLRQ %'RFV ² 6\QFKURQL]DWLRQ )ORZ
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CR100 Appendix-18

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The main tasks of a synchronization flow comprise the storage of files in the consolidated database (CDB) and the realignment service, that is, the redistribution (synchronization) of data to mobile clients $UFKLWHFWXUH DQG 7HFKQRORJ\ → 0LGGOHZDUH → 0RQLWRULQJ → 4XHXHV → 0RQLWRULQJ 5 5 4XHXHV „ An LQERXQG sBDoc can be processed in two ways: y If assigned to an mBDoc, it is (always) mapped to this mBDoc, which is then passed to messaging flow for validation in the CRM Server. y If not assigned to an mBDoc, the sBDoc is (always) passed to synchronization BDoc outbound processing. „ 2XWERXQGprocessing can be done in two ways: y Initial load processing updates the CDB only. y Notification (delta) processing takes place if the data distribution is active (table SMOFINICUS) and receiver determination, realignment, extract, and other processes need to run.

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The figure shows a more detailed overview of SOAP/XML processing. SOAP/XML messages can be sent to XML messaging systems, which convert the XML into other XML schemata based on mapping rules and send these messages to other applications based on routing rules. „ For CRM – Business Connector communication, IDocs should be used. An IDoc transfer is quicker in comparison to SOAP/XML because, unlike an XML document, the IDoc document contains no metadata information (tags), therefore, the size of document sent down the line is substantially smaller in comparison.

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Appendix-19

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The figure shows a more detailed overview of IDoc processing. IDocs can be used to send messages to the Business Connector where an IDoc XML document will be established and mapped to other XML schemata such as Rosetta Net, xCBL or the customer‘s own schemata. „ IDocs can be used to send messages to a flat file. „ IDocs can be used to send messages to an ALE converter where IDocs are mapped to standardized message formats (EDI communication). IDocs can be used to send messages to an ALE messaging system. In contrast to an ALE converter, the message handler will not perform any conversion or mapping but instead receives IDocs and sends them to applications for processing. „ IDocs can be used to send messages to an EDI subsystem. In contrast to an ALE converter, the EDI subsystem does not use direct program-to-program communication for transferring IDocs.

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Appendix-20

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The 0LGGOHZDUH %URNHU provides data to an SAP Business Information Warehouse (SAP BW) system and receives reports from an SAP BW system to replicate them to Mobile Clients. However, only the extract function is available in a pure CRM Server Applications scenario (without Mobile Clients) because CRM Server Applications users will have direct access to an SAP BW system. The load of Solution Workbooks to the CRM system and, consequently, to Mobile Clients, is covered in the course 7$&50 0RELOH 6DOHV  6HUYLFH. „ The SAP BW is linked to the CRM Server partly by the Middleware Broker, partly by direct RFCs and BAPIs. „ The %: DGDSWHU extracts data from the SAP Business Information Warehouse (SAP BW) for the following BDoc types: y Sales orders, opportunities, leads, activities, contracts, billing documents (mBDoc types) y One single sBDoc: Chemical Market Potentials. Further customer-defined extractions of sBDocs without using a messaging flow are possible. y Product and campaign master data, which is not handled by the CRM middleware „ By default, changes to master data by a CRM Server Application always trigger a BDoc flow. However, the BW adapter does not use this BDoc flow for product data or campaign master data but receives the data from the application directly to put those data in a DataSource structure into the outbound queue where it is pulled by the SAP BW system using scheduled requests.

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Appendix-21

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Appendix-22

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