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SAP CRM 7.

0
September 2010
English
Account and Contact
Management (C66)
SAP AG
Dietmar-Hopp-Allee 1
!1!0 "all#or$
German%
&'siness Pro(ess Do('mentation
SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
Copyright
- 2010 SAP AG. All rights reser.e#.
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o$ other so$t0are .en#ors.
Mi(roso$t4 "in#o0s4 E1(el4 5'tloo34

an# Po0erPoint

are registere# tra#emar3s o$ Mi(roso$t Corporation.
6&M4 D&24 D&2 7ni.ersal Database4 S%stem i4 S%stem i84 S%stem p4 S%stem p84 S%stem 14 S%stem 94
S%stem 9104 S%stem 9!4 9104 9!4 iSeries4 pSeries4 1Series4 9Series4 eSer.er4 9:;M4 9:5S4 i8:5S4 S:<!04
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6&M Corporation.
Ain'1 is the registere# tra#emar3 o$ Ain's 2or.al#s in the 7.S. an# other (o'ntries.
A#obe4 the A#obe logo4 A(robat4 PostS(ript4 an# Rea#er are either tra#emar3s or registere# tra#emar3s o$
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7/6@4 @:5pen4 5S?:14 an# Moti$ are registere# tra#emar3s o$ the 5pen Gro'p.
Citri14 6CA4 Program /eighborhoo#4 Meta?rame4 "in?rame4 ;i#eo?rame4 an# M'lti"in

are tra#emar3s or
registere# tra#emar3s o$ Citri1 S%stems4 6n(.
H2MA4 @MA4 @H2MA an# "<C are tra#emar3s or registere# tra#emar3s o$ "<C
B
4 "orl# "i#e "eb
Consorti'm4 Massa(h'setts 6nstit'te o$ 2e(hnolog%.
Ca.a is a registere# tra#emar3 o$ S'n Mi(ros%stems4 6n(.
Ca.aS(ript is a registere# tra#emar3 o$ S'n Mi(ros%stems4 6n(.4 'se# 'n#er li(ense $or te(hnolog% in.ente#
an# implemente# b% /ets(ape.
SAP4 R:<4 SAP /et"ea.er4 D'et4 PartnerE#ge4 &%Design4 Clear Enterprise4 SAP &'siness5bDe(ts
E1plorer4 an# other SAP pro#'(ts an# ser.i(es mentione# herein as 0ell as their respe(ti.e logos are
tra#emar3s or registere# tra#emar3s o$ SAP AG in German% an# other (o'ntries.
&'siness 5bDe(ts an# the &'siness 5bDe(ts logo4 &'siness5bDe(ts4 Cr%stal Reports4 Cr%stal De(isions4
"eb 6ntelligen(e4 @(elsi's4 an# other &'siness 5bDe(ts pro#'(ts an# ser.i(es mentione# herein as 0ell as
their respe(ti.e logos are tra#emar3s or registere# tra#emar3s o$ SAP ?ran(e in the 7nite# States an# in
other (o'ntries.
All other pro#'(t an# ser.i(e names mentione# are the tra#emar3s o$ their respe(ti.e (ompanies. Data
(ontaine# in this #o('ment ser.es in$ormational p'rposes onl%. /ational pro#'(t spe(i$i(ations ma% .ar%.
2hese materials are s'bDe(t to (hange 0itho't noti(e. 2hese materials are pro.i#e# b% SAP AG an# its
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an% 3in#4 an# SAP Gro'p shall not be liable $or errors or omissions 0ith respe(t to the materials. 2he onl%
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statements a((ompan%ing s'(h pro#'(ts an# ser.i(es4 i$ an%. /othing herein sho'l# be (onstr'e# as
(onstit'ting an a##itional 0arrant%.
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
Icons
Icon Meaning
Ca'tion
E1ample
/ote
Re(ommen#ation
S%nta1
Typographic Conventions
Type Style Description
Example text "or#s or (hara(ters that appear on the s(reen. 2hese in(l'#e $iel#
names4 s(reen titles4 p'shb'ttons as 0ell as men' names4 paths an#
options.
Cross-re$eren(es to other #o('mentation.
Example text
Emphasi9e# 0or#s or phrases in bo#% te1t4 titles o$ graphi(s an# tables.
E@AMPAE 2E@2 /ames o$ elements in the s%stem. 2hese in(l'#e report names4
program names4 transa(tion (o#es4 table names4 an# in#i.i#'al 3e%
0or#s o$ a programming lang'age4 0hen s'rro'n#e# b% bo#% te1t4 $or
e1ample4 SEAEC2 an# 6/CA7DE.
Example text
S(reen o'tp't. 2his in(l'#es $ile an# #ire(tor% names an# their paths4
messages4 so'r(e (o#e4 names o$ .ariables an# parameters as 0ell as
names o$ installation4 'pgra#e an# #atabase tools.
EXAMPLE TEXT
Fe%s on the 3e%boar#4 $or e1ample4 $'n(tion 3e%s *s'(h as F2+ or the
ENTER 3e%.
Example text
E1a(t 'ser entr%. 2hese are 0or#s or (hara(ters that %o' enter in the
s%stem e1a(tl% as the% appear in the #o('mentation.
<Example text>
;ariable 'ser entr%. Pointe# bra(3ets in#i(ate that %o' repla(e these
0or#s an# (hara(ters 0ith appropriate entries.
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
Contents
1 P'rpose...................................................................................................................................... 8
2 PrereG'isites............................................................................................................................... 8
2.1 Master Data an# 5rgani9ational Data.................................................................................. 8
2.2 Roles.................................................................................................................................... 8
2.< Preliminar% Steps.................................................................................................................
< Pro(ess 5.er.ie0 2able............................................................................................................. 7
= Pro(ess Steps............................................................................................................................. H
=.1 Creating a 2as3 $or the Sales Emplo%ee.............................................................................. H
=.2 Che(3ing 2as3s.................................................................................................................... !
=.< Creating a /e0 A((o'nt....................................................................................................... !
=.= Creating a /e0 Conta(t..................................................................................................... 10
=.8 Completing the 2as3.......................................................................................................... 11
=. Creating a 2as3 $or the A((o'nt......................................................................................... 12
=.7 Creating an 5'tgoing Call ................................................................................................. 1<
=.H Changing an E1isting A((o'nt............................................................................................ 1<
=.! Merging A((o'nts............................................................................................................... 18
=.10 Assigning A((o'nt to A((o'nt Hierar(h%.......................................................................... 1
=.11 Printing A((o'nt ?a(t Sheet............................................................................................. 1
8 Reporting.................................................................................................................................. 17
8.1 SAP CRM 6ntera(ti.e Reporting......................................................................................... 17
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
Account and Contact Management
1 Purpose
2his #o('ment #es(ribes a CRM A((o'nt an# Conta(t Management s(enario in 0hi(h a((o'nts
an# (onta(ts are (reate#. 6t gi.es %o' a step-b%-step .ie0 o$ ho0 a((o'nt an# (onta(t
management s'pports the sales pro(ess4 0hi(h options are a.ailable an# 0hi(h $'n(tions (an
be 'se# #'ring this pro(ess.
2his #o('ment s'mmari9es se.eral a(ti.ities in a logi(al seG'en(e. Generall%4 the (ompletion o$
one a(ti.it% is the prereG'isite $or the ne1t a(ti.it%. Depen#ing on the (on$ig'ration (arrie# o't in
%o'r proDe(t4 there 0ill be some #i$$eren(es $rom the #es(ription in this #o('ment.
Prere!uisites
"1 Master Data and #rgani$ational Data
Essential master an# organi9ational #ata 0ere both (reate# in an#:or repli(ate# to %o'r CRM
s%stem #'ring the implementation phase4 s'(h as the #ata that re$le(ts the organi9ational
str'(t're o$ %o'r (ompan% an# master #ata that s'its its operational $o('s4 $or e1ample4 master
#ata $or materials an# ('stomers.
7se %o'r o0n master #ata *or the $ollo0ing &aseline Pa(3age s(enario #ata liste# belo0 i$ %o'
ha.e installe# an SAP &est Pra(ti(es &aseline Pa(3age+ to go thro'gh the b'siness pro(ess
pro(e#'re,
Master % org" data &alue Master % org"
data details
Comments
IACC57/2J Create a ne0 a((o'nt4 name4
a##ressK
IACC57/2 2J Create a ne0 a((o'nt4 name4
a##ressK
IACC57/2 <J 100000
IDA2EJ I$orm, ##.mm.%%%% hh,mm L Date
sho'l# ma3e sense in (onte1tJ
IC5/2AC2 J Create a ne0 (onta(t4 nameK
I26MEJ 2o #e$ine the 0or3ing ho'rs o$ the
sales emplo%ee
ISAAES MA/AGERJ salesMman
ISAAES EMPA5NEEJ salesMempl
" 'oles
(se
2he $ollo0ing roles m'st ha.e been (reate# in or#er to test this s(enario 'sing the SAP CRM
"ebClient 76. 2he roles in this &'siness Pro(ess Do('mentation nee# to be assigne# to the
s%stem 'ser*s+ testing this s(enario.
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
Aog on the CRM "ebClient 76 0ith the $ollo0ing 'sers,
)usiness 'ole )us" 'ole ID System (ser *mployee Pass+ord
Sales Emplo%ee &PMSASMEMP salesMempl Mi(hael C'rtis 0el(ome
Sales Manager &PMSASMMA/ salesMman Cenni$er Stone 0el(ome
", Preliminary Steps
","1 -og on to C'M .e/Client (I
(se
2he p'rpose o$ this a(ti.it% is to #es(ribe ho0 the sales manager: sales emplo%ee gets $irst-time
a((ess to the SAP CRM "ebClient 76. 2here are t0o options, A((ess $rom SAPG76 or .ia 7RA.
Prere!uisites
2he appropriate SAP CRM "ebClient role $or the sales manager: sales emplo%ee has been
assigne# to the sales manager *salesMman+:sales emplo%ee 'ser *salesMempl+ in the CRM
s%stem.
Procedure
1. Close all open bro0ser 0in#o0s.
2. A((ess the SAP CRM "ebClient 76,
#ption 10 Access 1rom SAP 2(I via Transaction0
1. 6n the inp't $iel# $or transa(tions4 enter transa(tion CRM_UI an# press Enter.
#ption 0 Access 1rom SAP 2(I via )SP Application0
1. Aog on to the CRM s%stem 0ith the 'ser $or the &P Sales Manager:Sales Emplo%ee.
2. ?rom the SAP men'4 (hoose Favorites. ?rom the (onte1t men'4 (hoose Add Other Objects.
<. Sele(t 7RA t%pe BSP Application.
=. Enter the $ollo0ing #ata,
3ield name (ser action and values
&SP Appli(at. CRMM76MS2AR2
Des(ription CRM "ebClient 76
Start Page #e$a'lt.htm
8. Choose Continue.
. Choose CRM WebClient ! $rom the ?a.orites.
7. 6n the #ialog bo1 Connect to "hostserver# enter the $ollo0ing #ata an# (hoose O$,
3ield name (ser action and values
7ser name salesMman:salesMempl
Pass0or# 0el(ome
#ption ,0 Access via ('-0
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
2he CRM "ebClient 76 (an also be a((esse# 'sing a 7ni$orm Reso'r(e Ao(ator *7RA+. 2he
7RA o$ the CRM "ebClient 76 has the $ollo0ing str'(t're *#e$a'lt (on$ig'ration+,
http,::IHost /ameJ.IDomain /ameJ.IE1tensionJ,IPort /'mberJ:sap:(rmMlogonOsap-
(lientPI(lient n'mberJ
?or e1ample, http0%%u4cirs$"+d1"sap"corp05667%sap%crm8logon9sap:client;166
Host /ame4 Domain /ame an# E1tension (an be #eri.e# $rom the message ser.er o$ the
'n#erl%ing CRM s%stem.
2he port (an be #etermine# as $ollo0s,
1. Call transa(tion SM6CM.
2. Choose %oto Services.
<. ?rom the Active Services list (hoose the port $or the H22P ser.i(e.
'esult
No' ha.e entere# the SAP CRM "ebClient 'ser inter$a(e as &P Sales Manager:&P Sales
Emplo%ee 0ith 'ser salesMman:salesMempl.
, Process #vervie+ Ta/le
Process step )usiness condition )usiness role *4pected results
Create Tas< 1or
Sales *mployee
Conta(t 0ith ne0
prospe(t
Sales Manager 5pen tas3
Chec< Tas<s Sales Emplo%ee 2as3 $o'n# in Open &as's
list
Create =e+ Account Sales Emplo%ee /e0 a((o'nt (reate#
Create =e+ Contact Sales Emplo%ee /e0 (onta(t person a##e# to
a((o'nt
Complete Tas< 5pen tas3 e1ists Sales Emplo%ee 2as3 stat's set to Completed
Create Tas< 1or the
Account
A((o'nt e1ists 2as3 (reate#
Create #utgoing
Call
Conta(t #ata e1ists Sales Emplo%ee Sales Emplo%ee (alle# the
('stomer
Change *4isting
Account
A##itional in$ormation
re(ei.e#
Sales Emplo%ee A((o'nt #etails 'p#ate#
Merge Accounts 5ne a((o'nt 0as
(reate# b% mista3e
Sales Manager 20o a((o'nts merge#
Assign Account to
Account >ierarchy
Sales Emplo%ee /e0 a((o'nt assigne# to
e1isting hierar(h%
Account 3act Sheet Sales Emplo%ee ?a(t Sheet printe#
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
? Process Steps
?"1 Creating a Tas< 1or the Sales *mployee
(se
2he sales manager ma#e (onta(t 0ith a ne0 prospe(t at a $air. She logs on to the s%stem an#
(reates a tas3 $or the sales emplo%ee to (reate a ne0 a((o'nt $or a ne0 prospe(t.
Procedure
1. Aog on to the CRM "ebClient 76 0ith the sales manager.
2. /a.igate in the #ire(t lin3 gro'p,
C'M .e/Client (I Create &as' * BP &as'( i) not automaticall* selected +
<. Ma3e the $ollo0ing entries,
3ield name (ser action and values Comment
2eneral Data
Des(ription Create a ne0 A((o'nt $or K
D'e Date Enter the rele.ant #ata
Start Date IDA2EJ Che(3 the #ate.
6mportan(e ;er% High
'e1erences
A((o'nt
Conta(t
Emplo%ee Responsible ISAAES EMPA5NEEJ
Re$eren(e
Pri.ate
=otes
/otes 2his is a 3e% prospe(t $or 's. Please
(onta(t him as soon as possible.
A## the assignment blo(3 ,otes 'sing the personali9ation b'tton i$ this blo(3 is not
a.ailable.
=. Choose Save and Bac'.
'esult
2he sales manager has (reate# a ne0 tas3 $or a sales emplo%ee. 2he tas3 0ill appear in the
sales emplo%eeQs Open &as's list.
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
?" Chec<ing Tas<s
(se
2he sales emplo%ee logs on to the s%stem an# loo3s at his tas3s $or to#a%.
Procedure
1. Aog on to the CRM "ebClient 76 0ith the sales emplo%ee.
2. /a.igate in the #ire(t lin3 gro'p,
C'M .e/Client (I -ome
<. 6n the M* Open &as's area4 (li(3 the tas3 Create a ne. Account )or/
'esult
2he sales emplo%ee has (he(3e# his tas3.
?", Creating a =e+ Account
(se
2he sales emplo%ee (reates a ne0 a((o'nt.
Procedure
1. A((ess the a(ti.it% (hoosing the $ollo0ing na.igation option,
C'M .e/Client (I Account Mana0ement Create1 Corporate Account
2. Ma3e the $ollo0ing entries,
3ield name (ser action and values Comment
2eneral Data
Gro'ping CRM C'stomers
6D Enter a .al'e
/ame 1 Enter a name
/ame 2
Sear(h 2erm Enter the rele.ant #ata
Rating A-('stomer
*mployee 'esponsi/le
Emplo%ee 6D "ill be assigne# in the ne1t step
/ame "ill be assigne# in the ne1t step
Main Address and Communication Data
Street:Ho'se
/'mber
Enter the rele.ant #ata All the #ata that is 3no0n abo't the
(onta(t
Postal Co#e:Cit% Enter the rele.ant #ata
Co'ntr% Enter the rele.ant #ata
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
Region Enter the rele.ant #ata
2ransport Rone
Aang'age Enter the rele.ant #ata
Phone:E1tension Enter the rele.ant #ata
?a1:E1tension
E-Mail Enter the rele.ant #ata
"ebsite
Comm'ni(ation
Metho#
=otes
C'stomer is intereste#
in the pro#'(t an# 0ants
the ne0 pro#'(t (atalog.
Enter a short note to pro.i#e all ne(essar%
internal in$ormation.
A## the assignment blo(3 ,otes 'sing the personali9ation b'tton i$ this blo(3 is not
a.ailable.
<. Choose Save.
=. 6n the Roles assignment blo(34 (li(3 on Edit 2ist an# (hoose the $ollo0ing entr% $rom the
#rop#o0n list,
3ield name (ser action and values Comment
Role Prospe(t
8. Choose More Emplo*ee Assi0nment $rom the top bar to assign an emplo%ee responsible
$or the a((o'nt a'tomati(all%.
. Choose Save.
'esult
2he sales emplo%ee has (reate# a ne0 a((o'nt.
?"? Creating a =e+ Contact
(se
2he sales emplo%ee (reates a (onta(t person $or the ne0l% (reate# a((o'nt.
Procedure
1. A((ess the a(ti.it% b% (hoosing the $ollo0ing na.igation option,
C'M .e/Client (I Account Mana0ement Search1 Accounts
2. Enter the name or the A((o'nt 6D o$ the A((o'nt %o' ha.e D'st (reate# an# (hoose Search.
<. Cli(3 on the A((o'nt 6D in the .ie0 Result 2ist3
=. Open the assignment blo(3 Contacts( (hoose ,e.( an# ma3e the $ollo0ing entries,
3ield name (ser action and values Comment
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
2eneral Data
2itle Enter the rele.ant #ata
?irst /ame Enter the rele.ant #ata
Aast /ame Enter the rele.ant #ata
.or<
?'n(tion Sales Assistant
Department Sales
A##ress A'tomati(all% #etermine#
Main Conta(t Che(3e#
Phone:E1tension Enter the rele.ant #ata
?a1:E1tension Enter the rele.ant #ata
Mobile Enter the rele.ant #ata
E-Mail Enter the rele.ant #ata
8. Press Enter.
. Choose !nsert in the Partner Function Assi0nments assignment blo(3.
7. ?rom the inp't help sele(t the $ollo0ing entries,
3ield name (ser action and values Comment
Partner 3unction Assignments
Sales 5rg. &P Sales 5rgani9ation
Distr. Channel C2SM
Di.ision Pro#'(t Di.ision 10
H. Ma3e the $ollo0ing entries,
3ield name (ser action and values Comment
Partner 3unction Assignments
Partner ?'n(tion Conta(t Person Sele(t $rom #rop#o0n list.
Stan#ar# Che(3e#
!. Choose Bac'.
10. Choose Save.
'esult
2he sales emplo%ee has a##e# a ne0 (onta(t person to the a((o'nt.
?"5 Completing the Tas<
(se
2he sales emplo%ee (ompletes the tas3 Create a ne. Account )or/ .
Procedure
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
1. A((ess the a(ti.it% (hoosing the $ollo0ing na.igation option,
C'M .e/Client (I -ome
2. 6n the M* Open &as's area (li(3 on the tas3 Create a ne. Account )or/ .
<. Choose More Set to Completed.
=. Choose Save and Bac'.
'esult
2he sales emplo%ee has (omplete# the tas3.
?"6 Creating a Tas< 1or the Account
(se
2he sales emplo%ee (reates a tas3 in the ('stomer a((o'nt.
Procedure
1. /a.igate ba(3 to the Corporate A((o'nt .ia the &rea#(r'mbs na.igation .
*Choose the bla(3 arro0 an# (hoose the ne0l%-(reate# a((o'nt $rom the (onte1t men'.+
2. 6n the Planned Activities assignment blo(3 (hoose ,e. an# then &as'1 BP &as'.
<. Ma3e the $ollo0ing entries,
3ield name (ser action and values Comment
2eneral Data
Des(ription Prepare C'stomer Call
D'e Date IDA2EJ Che(3 the #ate
Start Date IDA2EJ Che(3 the #ate
6mportan(e ;er% high
'e1erences
A((o'nt A'tomati(all% #etermine# b% the s%stem
Conta(t Sele(t the ne0l% (reate# Conta(t Person .ia
inp't help
Emplo%ee A'tomati(all% #etermine# b% the s%stem
Re$eren(e
=otes
/otes Prepare #etaile#
in$ormation $or the
prospe(t an# (all.
=. Choose Save and Bac'.
'esult
2he tas3 is sa.e# in the a((o'nt.
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
?"@ Creating an #utgoing Call
(se
2he sales emplo%ee (alls the ('stomer.
Procedure
1. 6n the Planned Activities area4 (hoose ,e. an# then !nteraction 2o01 BP !nteraction 2o0.
2. Ma3e the $ollo0ing entries,
3ield name (ser action and values Comment
2eneral Data
Des(ription C'stomer Call
Ao(ation St. Aeon Rot An% Ao(ation
Start Date IDA2EJ Che(3 the #ate.
2ime ?rom:2o I26MEJ 2he time is #etermine# a'tomati(all% an#
s(he#'le# 0ith the ('rrent time.
Categor% 2elephone (all
Dire(tion 5'tbo'n#
6mportan(e ;er% high
Stat's Complete#
'e1erences
A((o'nt IACC57/2J A'tomati(all% #etermine# b% the s%stem
Conta(t IC5/2AC2J Sele(t the ne0l%-(reate# Conta(t Person
.ia inp't help
Emplo%ee 2his partner $'n(tion is #etermine# b% the
'ser.
=otes
2he ('stomer is still
intereste# an# ga.e 's
more ('stomer
in$ormation.
Enter a short note to pro.i#e all the
ne(essar% internal in$ormation.
<. Choose Save and Bac'.
'esult
2he sales emplo%ee has (alle# the ('stomer.
?"7 Changing an *4isting Account
(se
A$ter the telephone (all4 the sales emplo%ee 'p#ates the #ata o$ the e1isting a((o'nt 0ith4 $or
e1ample4 the #eli.er% a##ress4 #esire# (omm'ni(ation (hannel4 or $a1 n'mber.
6n a##ition4 the stat's o$ the a((o'nt has to be (hange# $rom Prospect to Account3
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
Procedure
1. A((ess the a(ti.it% b% (hoosing the $ollo0ing na.igation option,
C'M .e/Client (I Account Mana0ement Search1 Accounts
2. Enter the name or the A((o'nt 6D o$ the A((o'nt %o' ha.e D'st (reate# an# (hoose Search.
<. Cli(3 on the A((o'nt /ame in the .ie0 Result 2ist3
3ield name (ser action and
values
Comment
Account Details *dit
Comm'ni(ation Metho# ?a1
?a1:E1tension Enter a .al'e
Addresses =e+
Rele.ant A##ress ?iel#s Enter a .al'e
Address Types :A *dit -ist
A##ress 2%pe Deli.er% A##r.
'oles *dit -ist
Role A((o'nt
=. 5pen the assignment blo(3 Sales Area 4ata an# (hoose the b'tton ,e.3
8. Sele(t a (ombination o$ Sales 5rgani9ation an# Distrib'tion Channel b% 'sing the inp't help.
A## the assignment blo(3 Sales Area 4ata 'sing the personali9ation b'tton i$ this
blo(3 is not a.ailable.
2he sales area #ata is rele.ant $or pri(ing in CRM. 6n a##ition4 sales area is rele.ant
$or the pro(essing o$ sales #o('ments $or this ('stomer.
. Choose the Edit b'tton in the Actions (ol'mn.
2his opens the Sales Area Data $a(tsheet.
7. S(roll #o0n to a((ess the Billin0 se(tion an# sele(t .al'es $rom the #rop#o0n list:inp't help
$or at least the $ollo0ing $iel#s *other $iel#s (an also be maintaine# later in the ERP s%stem i$
ERP integration is (on$ig're#+.
C'stomer Pri(ing Pro(e#'re4 $or e1ample4 Stan#ar#
C'rren(%4 $or e1ample4 E7R
2erms o$ Pa%ment4 $or e1ample4 Pa% imme#iatel% 0:o #e#'(tion
H. Choose the Bac' b'tton on the le$t han# si#e o$ the page.
!. Choose Save.
'esult
A##itional in$ormation is a##e# to the a((o'nt.
6$ %o' ha.e ERP integration4 the a((o'nt 0ill no0 be repli(ate# to the ERP s%stem. 2he a((o'nt
in$ormation (an be (omplete# in the ERP s%stem an# the a((o'nt (an be 'se# in sales
#o('ments.
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
?"B Merging Accounts
(se
2he sales manager 0ants to merge t0o a((o'nts as the se(on# one 0as (reate# b% a((i#ent.
Sele(t a master an# a sla.e a((o'nt. D'ring merging4 %o' sele(t 0hi(h attrib'tes sho'l# be
trans$erre# $rom the sla.e a((o'nt to the master.
&e a0are that merging a((o'nts has a h'ge impa(t on all a((o'nt-relate# #ata4
s'(h as a##ress #ata4 ban3 #ata4 an# so on. Carr% o't this a(ti.it% 0ith (a'tion in
pro#'(ti.e s%stems.
Procedure
1. Aog on to the CRM "ebClient as sales manager.
2. Create t0o ne0 a((o'nts IACC57/22J an# IACC57/2<J as #es(ribe# in se(tion
Creatin0 a ,e. Account be$ore pro(ee#ing 0ith the ne1t steps.
<. A((ess the a(ti.it% b% (hoosing the $ollo0ing na.igation option,
C'M .e/Client (I Account Mana0ement Search1 Accounts
=. 6n the Search area (hoose Accounts.
8. 7se the sear(h (riteria to $in# the t0o a((o'nts to merge, IACC57/22J an#
IACC57/2<J.
. 6n the Res'lt Aist4 sele(t the a((o'nts an# (hoose Mer0e Accounts.
7. 6n the Create Cleansin0 Case "eb page #ialog bo14 (he(3 the Master $lag $or the Master
IACC57/22J account.
H. Choose Mer0e ,o..
!. 6n the Schedule Mer0e area4 enter a Start 4ate an# Start &ime.
10. 6n the Compare Accounts area4 sele(t the #ata %o' 0ant to 3eep in the master.
11. Choose Con)irm.
12. Choose Save.
1<. Choose Start.
'esult
2he t0o a((o'nts are merge# an# %o' (an get a((ess $rom the Master re(or# a((o'nt to all
a(ti.ities4 b'siness transa(tions4 an# in$ormation4 as 0ell as mar3eting attrib'tes4 that 0ere
pre.io'sl% (reate# in the se(on# a((o'nt.
2he non-master re(or# is a'tomati(all% $lagge# $or ar(hi.ing. 2he ar(hi.ing $lag is not set #ire(tl%
a$ter (li(3ing Mer0e4 b't at the s(he#'le# time b% the ba(3gro'n# Dob. 2he o.erall pro(ess is
semi-a'tomati(4 0ith the realignment s(he#'le# as a ba(3gro'n# Dob. No' (an $in# the rele.ant
realignment tas3 in the Search area on the Activities page. 6$ it has not been pro(esse# (orre(tl%4
%o' (an trigger the rele.ant a(tion $rom 0ithin the tas3.
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
?"16 Assigning Account to Account >ierarchy
(se
2he sales emplo%ee 0ants to assign the ne0 a((o'nt to an e1isting a((o'nt hierar(h%.
S3ip this se(tion i$ no a((o'nt hierar(h% has been (on$ig're# in the CRM s%stem or
repli(ate# $rom the ERP s%stem.
Procedure
1. A((ess the a(ti.it% (hoosing the $ollo0ing na.igation option,
C'M .e/Client (I Account Mana0ement Search, Account -ierarchies
2. 6nsert the .al'e 5 in the -ierarch* !4 $iel# o$ the Search Criteria se(tion to open the e1isting
hierar(h%.
<. Choose %o'r ('stomer hierar(h% $rom the Res'lt Aist.
2he 6D an# the #es(ription o$ the hierar(h% #epen#s on the entries %o' maintaine#
0hen %o' (reate# the hierar(h% *#es(ribe# in the C< Con$ig'ration G'i#e+.
=. Choose Edit -ierarch*.
8. E1pan# the hierar(h%.
. Sele(t the hierar(h% le.el to 0hi(h %o' 0ant to assign the ne0 a((o'nt *'s'all% the $irst s'b-
hierar(h%+.
7. 6n the Assi0ned Accounts area4 (hoose Edit 2ist. Ma3e the $ollo0ing entries,
3ield name (ser action and values
A((o'nt 6D IACC57/2J
/ame A'tomati(all% #etermine#
A##ress A'tomati(all% #etermine#
;ali# ?rom 2o#a%
;ali# 2o <1.12.!!!!
H. Choose Save.
'esult
2he sales emplo%ee has assigne# the ne0 a((o'nt to the e1isting hierar(h%.
?"11 Printing Account 3act Sheet
(se
2he sales emplo%ee 0ants to .isit another ('stomer. 6n preparation $or the .isit4 he prints the
a((o'nt $a(t sheet.
Procedure
1. A((ess the a(ti.it% (hoosing the $ollo0ing na.igation option,
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SAP Best Practices A((o'nt ) Conta(t Management *C+, &PD
C'M .e/Client (I Account Mana0ement Search, Accounts
2. 7se the sear(h (riteria to a((ess the a((o'nt IACC57/2J.
<. Choose the lin3 o$ the a((o'nt.
=. At the top4 (hoose More Fact Sheet or More P4F Fact Sheet.
8. Choose Print.
'esult
2he sales emplo%ee has printe# the a((o'nt $a(t sheet to prepare $or the ('stomer .isit. As a
res'lt4 he gets a #etaile# .ie0 o$ the ('stomer thro'gh the intera(tion histor%4 emplo%ee
responsible4 relationships4 sales area #epen#ent #ata4 an# other #etails.
5 'eporting
(se
2his se(tion #es(ribes 0hi(h reports e1ist $or A(ti.it% Management an# brie$l% #es(ribes the
(ontent o$ the reports.
?or an o.er.ie0 o$ ho0 to na.igate 0ithin the reports4 re$er to the &'siness Pro(ess
Do('mentation *7ser G'i#e+ o$ the rele.ant Anal%ti(s s(enario *6ntera(ti.e Reporting or &6
Reporting+. 2he reports %o' 0ill be able to .ie0 #epen#s on 0hi(h Anal%ti(s s(enario %o' ha.e
implemente# *6ntera(ti.e Reporting or &6 Reporting+.
5"1 SAP C'M Interactive 'eporting
Procedure
1. Aog on to the CRM "ebClient 76 as &P Sales Manager *SA2ES6MA,+ or as &P Sales
Emplo%ee *SAAESMEMPA+ i$ not alrea#% #one.
2. 6n the "or3 Center Ain3 Gro'p Reports %o' (an $in# the a.ailable reports. Choose the report
%o' 0ant to #ispla%.
'eports
Active Accounts
2his report sho0s a((o'nts that ha.e an% 3in# o$ a(ti.ities in the spe(i$i( perio# an# their
n'mber o$ a(ti.ities. 2he a(ti.ities are split 'p into o'tbo'n# an# inbo'n# a(ti.ities. ?rom this
report the 'ser gets soli# in$ormation to manage an# (ontrol the a((o'nts.
Accounts +ith #pen Activities
2his report sho0s the a((o'nts 0ith open a(ti.ities an# their n'mber o$ a(ti.ities in the spe(i$i(
perio#. 2he aim is to get an o.er.ie0 o$ the a((o'nts that get the most attention.
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