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IBM Global Business Services

SAP CRM 2007

SAP CRM Overview

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Copyright IBM Corporation 2006

IBM Global Business Services

Module objectives
In this module, you will:
Know the SAP CRM value proposition
Know the main features of SAP CRM
Describe the process categories of SAP CRM
Log on to the SAP CRM system and navigate through the
application

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

SAP CRM Overview : Agenda

1.

SAP CRM Value Proposition and Main Features

2.

Overview for SAP CRM Process Categories

3.

Industry Solutions

4.

Cross Process Features

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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The Value Proposition of SAP for CRM


SAP Customer Relationship Management:
Provides the insight and analysis to anticipate
customer needs and build lasting, profitable
customer relationships.
Enables integrated industry-specific processes to
support customer-facing departments in
marketing, sales, and service.
Provides a 360 degree view across all customer
touch-points and interaction channels, including
the Internet, interaction centers, and channel
partners, as well as powerful analytics.

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SAP CRM Solution Map


SAP Customer Relationship Management (SAP CRM) is a software solution for managing
your customer relationships. It supports all customer-focused business areas, from
marketing to sales and service, as well as customer interaction channels, such as the
Interaction Center, the Internet, and mobile clients.

The solutions offered by SAP CRM are categorized in the following way:

Source: https://websmp101.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000338980&

Presentation Title | IBM Internal Use | Document I

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The main features of SAP CRM


Easy to use
Simplified, personalized user interface
Microsoft Office integration
Usage of Adobe Interactive Forms
Interactive analytics capability
End-to-End
End-to-End Business processes
360 degrees customer view
Adaptable
Through customization (this equals parameterization)
Through customer specific extension or modifications
Collaborative
Industry specific processes
Multi-channel (Online- and offline-component, Web, phone including call center functionality)
Integration with SAP back-end (SAP ERP)

Presentation Title | IBM Internal Use | Document I

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Scenario for the usage of SAP CRM


Mike is working for BMV, a leading vehicle manufacturer. As a product manager he is
responsible for the new product Scoot-Light, which is a new type of scooter with
extremely low petrol consumption, but enough space for three persons plus baggage.
Before Mike launches this product, he starts a survey via e-mail, asking existing
customers who bought scooters from BMV for features they are missing in todays
scooters. Two weeks after launching the campaign Mike checks the results: 20% feedback
from customers, where 5% asked for more information through a call-back via phone.
Betty is working as an agent in BMVs call center. In her to-do-list, she got the ScootLight calls. When calling back Mr. Chang, she realizes his high interest in the new scooter.
Mr Chang owns a chain of washing saloons and searches for a more economic way to
deliver the cleaned laundry. Betty writes down, that Mr. Chang is interested in twelve
scooters, but they should be configured as optimized for transportation of laundry.
As the feedback from customers is positive, the new scooter is produced. Mike goes
through his list of interested customers and compares their demands with the product as
actually produced. To be objective, he uses a questionnaire that he agreed upon with the
sales department.

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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Scenario for the usage of SAP CRM (continued)


Mike estimates the number of scooters that could be sold and
evaluates which share could be sold in which region. He forwards
information about customers with high-interest to his colleague Ben
from the sales department.
Ben visits Mr. Chang and gives him an offer for twelve transportation
scooters. Two weeks later, after Mr. Chang has discussed the
investment with his wife, he signs the contract with Ben. In addition,
Ben is able to close a service agreement for the scooters. When going
through Mr. Changs data, Ben realizes that Mr. Chang also owns one
of BMVs extra-long limousines, which meanwhile are available with
hybrid technology. When asked, Mr. Chang is delighted that this
model is available and that Tom can give him an extra discount.
Three months later the scooters are delivered and the BMV-technician
Tom shows up at Mr. Chang, to carry out the regular maintenance
service as planned. Mr. Chang complains about one of the scooters.
Tom fixes it and realizes, that a part is unexpectedly broken. A month
later it turns out that at 15% of all new scooters this part breaks. Tom
unfortunately, has to initiate a campaign, where this part is exchanged
at all delivered scooters.

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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How does SAP CRM support the relation customer-company?


The red dots (

) denote supporting features of SAP CRM:

Mike is working for BMV, a leading vehicle manufacturer. As a product manager he is responsible for
the new product Scoot-Light, which is a new type of scooter with extremely low petrol consumption,
but enough space for three persons plus baggage. Before Mike launches this product, he starts a
survey via e-mail, asking existing customers who bought scooters from BMV for features they are
missing in todays scooters. Two weeks after launching the campaign, Mike checks the results: 20%
feedback from customers, where 5% asked for more information through a call-back via phone.
Betty is working as an agent in BMVs call center. In her to-do-list, she got the Scoot-Light calls.
When calling back Mr. Chang, she realizes his high interest in the new scooter. Mr. Chang owns a
chain of washing saloons and searches for a more economic way to deliver the cleaned laundry. Betty
writes down, that Mr. Chang is interested in twelve scooters, but they should be configured as
optimized for transportation of laundry.
As the feedback from customers is positive, the new scooter is produced. Mike goes through his list of
interested customers and compares their demand with the product as actually produced. To be
objective, he uses a questionnaire that he agreed upon with the sales department .

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

How does SAP CRM support the relation customer-company?


(Continued)

Dots
denote supporting features of SAP CRM:
Mike estimates the number of scooters that could be sold and evaluates
which share could be sold in which region. He forwards information about
customers with high-interest to his colleague Ben from the sales department.
Ben visits Mr. Chang and gives him an offer for twelve transportation
scooters. Two weeks later, after Mr. Chang has discussed the investment with
his wife, Mr. Chang signs the contract with Ben. In addition, Ben is able to
close a service agreement for the scooters. When going through Mr. Changs
data, Ben realizes that Mr. Chang also owns one of BMVs extra-long
limousines, which meanwhile are available with hybrid technology. When
asked, Mr. Chang is delighted that this model is available and that Tom can
give him an extra discount.
Three months later the scooters are delivered and the BMV-technician Tom
shows up at Mr. Chang, to carry out the regular maintenance service as
planned. Mr. Chang complains about one of the scooters. Tom fixes it and
realizes, that a part is unexpectedly broken. A month later it turns out that at
15% of all new scooters this part breaks. Tom unfortunately, has to initiate a
campaign, where this part is exchanged at all delivered scooters.

10

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

Key points
In this topic, you:
Explored the value proportion of SAP for CRM
Listed the main features of SAP CRM
Analyzed a scenario where SAP CRM is useful

11

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

SAP CRM Overview : Agenda

12

1.

SAP CRM Value Proposition and Main Features

2.

Overview for SAP CRM Process Categories

3.

Industry Solutions

4.

Cross Process Features

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

SAP CRM supports different channels and marketing processes


Mike is working for BMV, a leading vehicle manufacturer. As a product manager he is responsible for the new product Scoot-Light, which is a
new type of scooter with extremely low petrol consumption, but enough space for three persons plus baggage. Before Mike launches this product,
he starts a survey via email, asking existing customers who bought scooters from BMV for features they are missing in todays scooters.
Two weeks after launching the campaign Mike checks the results : 20% feedback from customers, where 5% asked for more information
through a call-back via phone!
Betty is working as an agent in BMVs call center. In her to-do-list, she got the Scoot-Light calls. When calling back Mr. Chang, she realizes
his high interest in the new scooter. Mr. Chang owns a chain of washing saloons and searches for a more economic way to deliver the cleaned
laundry. Betty writes down, that Mr. Chang is interested in twelve scooters, but they should be configured as optimized for transportation of
laundry.
As the feedback from customers is positive, the new scooter is produced. Mike goes through his list of interested customers and compares their
demand with the product as actually produced. To be objective he uses a questionnaire that he agreed upon with the sales department.
Mike estimates the number of scooters that could be sold and evaluates which share could be sold in which region. He forwards information
about customers with high interest to his colleague Ben from the sales department.
Ben visits Mr. Chang and gives him an offer for twelve transportation scooters. Two weeks later after Mr. Chang has discussed the
investment with his wife Mr. Chang signs the contract with Ben. In addition, Ben is able to close a service agreement for the scooters. When
going through Mr. Chang.s data, Ben realizes that Mr. Chang also owns one of BMVs extra-long limousines, which meanwhile are available with
hybrid technology. When asked, Mr. Chang. is delighted that this model is available and that Tom can give him an extra discount.
Three months later the scooters are delivered and the BMV-technician Tom shows up at Mr. Chang, to carry out the regular maintenance service
as planned. Mr. Chang complains about one of the scooters. Tom fixes it and realizes, that a part is unexpectedly broken. A month later it
turns out that at 15% of all new scooters this part breaks. Tom unfortunately has to initiate a campaign, where this part is exchanged at all
delivered scooters.

Source: SAP

13

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

SAP CRM supports marketing


Mike is working for BMV, a leading vehicle manufacturer. As a product manager he is responsible for the new product
Scoot-Light, which is a new type of scooter with extremely low petrol consumption, but enough space for three persons
plus baggage. Before Mike launches this product, he starts a survey via email, asking existing customers who bought
scooters from BMV for features they are missing in todays scooters. Two weeks after launching the campaign Mike
checks the results: 20% feedback from customers, where 5% asked for more information through a call-back via
phone!
Betty is working as an agent in BMVs call center. In her to-do-list, she got the Scoot-Light calls. When calling back
Mr. Chang, she realizes his high interest in the new scooter. Mr. Chang owns a chain of washing saloons and searches
for a more economic way to deliver the cleaned laundry. Betty writes down, that Mr. Chang is interested in twelve
scooters, but they should be configured as optimized for transportation of laundry.
As the feedback from customers is positive, the new scooter is produced. Mike goes through his list of interested
customers and compares their demand with the product as actually produced. To be objective he uses a
questionnaire that he agreed upon with the sales department.
Mike estimates the number of scooters that could be sold and evaluates which share could be sold in which region. He forwards information about customers
with
high interest
to his colleague Ben
theCRM
sales department.
Involved
components
of from
SAP
Marketing
Ben visits Mr. Chang and gives him an offer for twelve transportation scooters. Two weeks later after Mr. Chang has discussed the investment with his wife
Data
Mr.Customer
Chang signs the
contract with Ben. In addition, Ben is able to close a service agreement for the scooters. When going through Mr.changs data, Ben
realizes that Mr. Chang also owns one of BMVs extra-long limousines, which meanwhile are available with hybrid technology. When asked, Mir. Chang is
delighted
that this model is available and that Tom can give him an extra discount.
Segmentation
Three months later the scooters are delivered and the BMV-technician Tom shows up at Mr. Chang, to carry out the regular maintenance service as planned.
Mr.
complains
about one of the scooters. Tom fixes it and realizes, that a part is unexpectedly broken. A month later it turns out that at 15% of all new
Chang
Campaign
Management
scooters this part breaks. Tom unfortunately has to initiate a campaign, where this part is exchanged at all delivered scooters.

Installed Base
Call Center Support

Workflow, Worklist, Activities, Calendar Functionality


Lead Management
Product Configuration

14

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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SAPs Value Proposition for Marketing

15

Presentation Title | IBM Internal Use | Document I

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Overview of SAP CRM Marketing

Source: SAP

16

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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SAP CRM supports Sales


Mike estimates the number of scooters that could be sold and evaluates which share could be sold in which region. He
forwards information about customers with high interest to his colleague Ben from the sales department.
Ben visits Mr. Chang and gives him an offer for twelve transportation scooters. Two weeks later after Mr. Chang has
discussed the investment with his wife Mr. Chang signs the contract with Ben. When going through Mr. Changs data,
Ben realizes that Mr. Chang also owns one of BMVs extra-long limousines, which meanwhile are available with hybrid
technology. When asked, Mr. Chang is delighted that this model is available and that Tom can give him an extra discount.

Source: SAP

17

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

SAP CRM supports Sales (continued)


Mike estimates the number of scooters that could be sold and evaluates which share could be sold in
which region. He forwards information about customers with high interest to his colleague Ben from
the sales department.
Ben visits Mr. Chang and gives him an offer for twelve transportation scooters. Two weeks later
after Mr. Chang has discussed the investment with his wife Mr. Chang signs the contract with Ben.
When going through Mr. Changs data, Ben realizes that Mr. Chang also owns one of BMVs extralong limousines, which meanwhile are available with hybrid technology. When asked, Mr. Chang is
delighted that this model is available and that Tom can give him an extra discount.
Involved components of SAP CRM Sales
Sales Planning and Forecasting
Territory Management
Opportunity Management
Mobile Sales
Quotation Management
Pricing including Rebates
360 Customer View

18

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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SAP CRM supports Sales (continued)

19

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

SAP CRM supports Sales (continued)

20

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

SAP CRM supports Sales (continued)

21

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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Overview SAP CRM Sales

Source: SAP

22

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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SAP CRM supports Service


Mike is working for BMV, a leading vehicle manufacturer. As a product manager he is responsible for the new product Scoot-Light, which is a
new type of scooter with extremely low petrol consumption, but enough space for three persons plus baggage. Before Mike launches this product,
he starts a survey via email, asking existing customers who bought scooters from BMV for features they are missing in todays scooters.
Two weeks after launching the campaign Mike checks the results : 20% feedback from customers, where 5% asked for more information
through a call-back via phone!
Betty is working as an agent in BMVs call center. In her to-do-list, she got the Scoot-Light calls. When calling back mister Chang, she realizes
his high interest in the new scooter. Mister Chang owns a chain of washing saloons and searches for a more economic way to deliver the cleaned
laundry. Betty writes down, that mister Chang is interested in twelve scooters, but they should be configured as optimized for transportation of
laundry.
As the feedback from customers is positive, the new scooter is produced. Mike goes through his list of interested customers and compares their
demand with the product as actually produced. To be objective he uses a questionnaire that he agreed upon with the sales department.
Mike estimates the number of scooters that could be sold and evaluates which share could be sold in which region. He forwards information
about customers with high interest to his colleague Ben from the sales department.
Ben visits mister Chang and gives him an offer for twelve transportation scooters. Two weeks later after mister C. has discussed the
investment with his wife mister Chang signs the contract with Ben. In addition, Ben is able to close a service
agreement for the scooters. When going through mister C.s data, Ben realizes that mister Chang also owns one of BMVs extralong limousines, which meanwhile are available with hybrid technology. When asked, Mister C. is delighted that this model is available and that
Tom can give him an extra discount.

Three months later the scooters are delivered and the BMV-technician Tom shows up at Mr. Chang,
to carry out the regular maintenance service as planned. Mr. Chang complains about one of the
scooters. Tom fixes it and realizes, that a part is unexpectedly broken. A month later it turns out that
at 15% of all new scooters this part breaks. Tom unfortunately has to initiate a campaign, where this
part is exchanged at all delivered scooters.

Source: SAP

23

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

SAP CRM supports Service (continued)


Involved components of SAP CRM Service
Mike
is workingContract
for BMV, aManagement
leading vehicle manufacturer. As a product manager he is responsible for the new product Scoot-Light, which is a
Service

new type of scooter with extremely low petrol consumption, but enough space for three persons plus baggage. Before Mike launches this product,
he
a survey
via email, asking existing customers who bought scooters from BMV for features they are missing in todays scooters.
starts
Mobile
Service
Two weeks after launching the campaign Mike checks the results : 20% feedback from customers, where 5% asked for more information
through
a call-back Planning
via phone!
Ressource
Betty is working as an agent in BMVs call center. In her to-do-list, she got the Scoot-Light calls. When calling back mister Chang, she realizes
high
Service
Management
his
interestOrder
in the new
scooter. Mister Chang owns a chain of washing saloons and searches for a more economic way to deliver the cleaned
laundry. Betty writes down, that mister Chang is interested in twelve scooters, but they should be configured as optimized for transportation of
laundry.
Complaints Processing
As
feedback from customers is positive, the new scooter is produced. Mike goes through his list of interested customers and compares their
the
Warranty
Management
demand
with the product
as actually produced. To be objective he uses a questionnaire that he agreed upon with the sales department.
Mike
Installed
estimates the
number of scooters that could be sold and evaluates which share could be sold in which region. He forwards information
Base
about customers with high interest to his colleague Ben from the sales department.
Ben visits mister Chang and gives him an offer for twelve transportation scooters. Two weeks later after mister C. has discussed the
investment with his wife mister Chang signs the contract with Ben. In addition, Ben is able to close a service
agreement for the scooters. When going through mister C.s data, Ben realizes that mister Chang also owns one of BMVs extralong limousines, which meanwhile are available with hybrid technology. When asked, Mister C. is delighted that this model is available and that
Tom can give him an extra discount.

Three months later the scooters are delivered and the BMV-technician Tom shows up at mister
Chang, to carry out the regular maintenance service as planned. Mister Chang complains about
one of the scooters. Tom fixes it and realizes, that a part is unexpectedly broken. A month later it
turns out that at 15% of all new scooters this part breaks. Tom unfortunately has to initiate a
campaign, where this part is exchanged at all delivered scooters.

24

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

Overview SAP CRM Service

25

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Overview SAP CRM Service (continued)

26

Presentation Title | IBM Internal Use | Document I

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Overview SAP CRM Service (continued)

Source: SAP

27

Presentation Title | IBM Internal Use | Document I

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Overview SAP CRM Web channel

28

Presentation Title | IBM Internal Use | Document I

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Overview SAP CRM interaction center

29

Presentation Title | IBM Internal Use | Document I

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Overview SAP CRM Partner Channel Management

30

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Overview SAP CRM partner channel management (continued)

Source: SAP

31

Presentation Title | IBM Internal Use | Document I

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Overview SAP CRM Trade Promotion Management


What is Trade Promotion Management?

32

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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Overview SAP CRM Trade Promotion Management (continued)


Trade Promotion Management solution improves control and visibility of the trade
promotion process.

Source: SAP

33

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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Overview SAP CRM Business Communication Management


SAP Business Communications Management (BCM)
Provides a flexible, multi-channel, all-IP business communications
platform to deploy IP telephony.
Provides intelligent routing to ensure that your customers reach the
people who can best address their needs. The software provides
queuing, prioritizing, and routing of all contacts.
Can combine disconnected or dispersed telesales initiatives into a
single, networked, virtual operation. Combining BCM with SAP
CRM it is possible to set-up call reminders, take orders, manage
contacts, and make sales calls from the road.
Can serve as the foundation for communication-enabled business
processes across your enterprise.
A reporting option lets you monitor and manage your
communications in real-time through online analytics.
Provides an interactive voice response (IVR) option as an
automated channel for responding to customer inquiries or
gathering information for intelligent contact routings.

34

Presentation Title | IBM Internal Use | Document I

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Overview SAP CRM Business Communication Management


(continued)

Source: SAP

35

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

Key points
In this topic, you:
Identified that SAP CRM supports different channels and
marketing processes
Listed SAPs Value Proposition for Marketing
Analyzed how SAP CRM supports sales and service
Explored SAP CRM Web channel
Analyzed SAP CRM partner channel management, Trade
Promotion Management, and Business Communication
Management

36

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

SAP CRM Overview : Agenda

37

1.

SAP CRM Value Proposition and Main Features

2.

Overview for SAP CRM Process Categories

3.

Industry Solutions

4.

Cross Process Features

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

What is a SAP CRM Industry Solution?


What is a SAP CRM Industry
Solution?
SAP has analyzed the pain-points of specific
industries and explains how these can be
mitigated using SAP CRM.
This analysis plus recommendations for the
usage of SAP CRM in this industry along with
examples for additional nonstandard
functionalities developed for customers is called
a SAP CRM Industry Solution.

38

Presentation Title | IBM Internal Use | Document I

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Example: SAP CRM for Insurance


Features of SAP CRM, which SAP
claims to be especially important
for this industry:
Possibility to integrate various applications in the
back (financials, claims management, policy
management, hr, via SAP-PI)
Deliver consistent and branded customer
experience across all channels
Three sixty degree view of a customer
Role based UI
Enhanced status-information with back-end
integration in the interaction center (add-on
development)
Records management (compare with document
management), an add-on development
Guided procedures with back-end integration
(add-on development)

39

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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Example: SAP CRM for Chemicals


Features of SAP CRM, which SAP claims to be especially
important for this industry (as stated by SAP):
Sales and operations planning SAP solutions allow you to
create production plans that integrate marketing, sales, product
development, supply chain management, and manufacturing.
You can collaborate with supply-chain partners by using the
Collaborative Planning, Forecasting, and Replenishment
(CPFR) model. You can also handle tank management and
vendor-managed inventory.
Opportunity management Marketing and sales professionals
have complete visibility into sales opportunities. You can
perform customer segmentation, portfolio management, account
management, campaign management, marketing analytics, and
integrated sales planning to achieve sales and marketing goals.
You get a 360 degree view into opportunity history, milestones,
progress, and decision status.
Order-to-cash management SAP for Chemicals allows you
to create inquiries and quotations, acquire and enter orders,
configure products, determine pricing, and check product
availability. You can also track and manage contracts, pricing,
and invoices. Sophisticated functionality lets you provide instant
confirmation to customers, even when they make last-minute
changes to their orders. You can also efficiently communicate
with shipping points for order picking and transportation.

40

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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SAP CRM Industry Solutions as SAP describes it


Information from SAP about SAP CRM Industry solutions:
SAP CRM was developed with industry-leading companies to address the unique needs of all major industries.
Examples of industry-specific processes include:
Automotive Sales and service organizations gain support for channel management as well as
brand and customer management .
Chemicals SAP CRM provides comprehensive support for key sales and marketing processes.
Consumer products SAP enables customer-centric business process for all consumer product companies, including key
support for trade promotion management. Consumer products companies in various industry segments can also benefit from
extensive support for sales and marketing and post-sales support processes.
Retail such as grocery companies gain support for key processes such as category management and
multichannel retailing.
Telecommunications SAP offers support in processes like sales and service fulfillment, dealer management, and
customer service.
Professional services Professional service providers gain support for client and opportunity management .

Public sector Organizations in the public sector can manage all citizen-driven and tax administration tasks, using various
access channels, including processes such as, tax and revenue management, social services and social security , and
public security, as well as processes to manage government programs.

High tech With SAP CRM, semiconductor manufacturers and high-tech OEMs gain support for channel management;
quotation, contract, and order management ; and customer service management.

Industrial machinery and components SAP CRM supports industrial machinery and components business processes ,
including sales and marketing and aftermarket sales and service.

Media SAP CRM supports key business processes for newspaper and magazine publishers , including account and
contract management, campaign management, advertising sales, subscription sales, and customer service.

Utilities SAP CRM supports business processes for retail and services utilities , including sales management for
commercial and industrial customers, as well as call for center services.

Oil and gas With SAP CRM, oil and gas companies can manage their downstream marketing and retailing processes.

Wholesale distribution SAP CRM supports strategic planning processes, including critical marketing planning activities.

41

Presentation Title | IBM Internal Use | Document I

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Key points
In this topic, you:
Defined SAP CRM Industry Solution
Explored the application of SAP in various industries
Described SAP CRM Industry Solutions as SAP describes it

42

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

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SAP CRM Overview : Agenda

43

1.

SAP CRM Value Proposition and Main Features

2.

Overview for SAP CRM Process Categories

3.

Industry Solutions

4.

Cross Process Features

Presentation Title | IBM Internal Use | Document I

Copyright IBM Corporation 2006

IBM Global Business Services

Main Business Objects in SAP CRM


Until now you have learned about processes
supported by SAP CRM. Across all these processes,
always, the same basic business objects are reused
in different contexts (eventually in different
specificities):
Business Partner (contact, account, organization, group,
employee, competitor, partner, and so on)
Product
Business Transaction (interaction, task, lead,
opportunity, quotation, contract, sales order, service
order, complaint, and so on)
and some more

44

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More Features of SAP CRM


Integration with back-end:
Data replication (for example data for customer, order,
contract, and so on) with SAPs ERP system is realized
through SAPs proprietary SAP CRM Middleware.
Authorization check:
Role-related for business transactions (checks if
the user is assigned to a business transaction as a
partner in a specific role)
Organizational-model based
Based on business transaction category and / or
business transaction type
Based on sales area
Implementation specific using the SAP Access
Control Engine (executes customer specific coding)
Workflow

45

Presentation Title | IBM Internal Use | Document I

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Exercise
First log-on to SAP CRM in WinGui.
Look at a customer (transaction BP)
Look at a product

46

Presentation Title | IBM Internal Use | Document I

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Key points
In this topic, you:
Listed the main Business Objects in SAP CRM
Listed some more Features of SAP CRM

47

Presentation Title | IBM Internal Use | Document I

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Activity: Read the scenario and Identify the stages supported


features of SAP CRM
Brian estimates the number of microwave oven that could be sold and evaluates the number of ovens
that could be sold in each region. He forwards information about customers with high-interest to his
colleague, Patricia, from the sales department.
Patricia visits Ms. Jane, who owns a chain of restaurants, and gives her an offer for the delivery of
twenty ovens. A month later, after careful consideration, Ms. Jane signs the contract with Patricia. In
addition, Patricia is able to close a service agreement for the ovens. When going through Ms. Janes
data, Patricia realizes that Jane also owns one of their MV refrigerator, which are now available with
sixth -sense cooling technology. When asked, Ms. Jane is delighted that this model is available and that
Patricia can give her an extra discount.
A week later the ovens are delivered and the MV refrigerator technician Mathew shows up at Ms. Jane,
to carry out the regular maintenance service as planned. Ms. Jane complains about one of the ovens.
Mathew fixes it and realizes, that an electrical wire snaps, when used continuously. Mathew investigates
and finds out that at 25% of all new ovens this wire breaks. Mathew now has to initiate a process, where
this coil is exchanged at all delivered ovens.

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Activity: Identify the five components of SAP CRM interaction


center
Telephony
Postal letters
Web
IVR
E-mail
Instant messaging services

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Module summary
You have completed the module on SAP CRM Overview, now you should
be able to,
Know the SAP CRM value proposition
Know the main features of SAP CRM
Describe the process categories of SAP CRM
Log on to the SAP CRM system and navigate through the application

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Discussion

Discussion

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Questions

?
?
?
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Day -1 : CRM Functional Overview


Break!!!

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logo can
be placed here)

Disclaimer
(Optional location for any required disclaimer copy.
To set disclaimer, or delete, go to View | Master | Slide Master)

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SAP CRM 2007 Training

CRM Master Data

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logo can
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Disclaimer
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To set disclaimer, or delete, go to View | Master | Slide Master)

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Master data in SAP CRM


Master Data

Transaction ( For CRM version 5.0 )

Organizational Data

PPOSA_CRM/PPOMA_CRM

Business Partner and Hierarchy

BP / BPH

Product and Hierarchy

COMMPR01 / COMM_HIERARCHY

Partner Product Range

CRMM_PPR

Pricing and Condition

/SAPCND/GCM

Price List

/BEA/CNPL02

Commodity Pricing

CRMM_FA_GCM

Content Management

CRM_KW

Payment Card

PCA

Installed Base

IB52

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Module objectives
After completing this module, you should be able to:

Develop and implement a Business Partner concept

Set up the transfer of consistent Business Partner master data between SAP
ECC and CRM

Develop and implement a concept for product master data

Set up the download of product master data from SAP ECC to SAP CRM

Develop and implement a concept for installed base and its integration to
SAP ECC

Explain the advantages of the One Order concept

Develop and implement a concept for business transactions

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Master Data: Agenda

57

1.

Business Partners

2.

Business Partner Relations and Hierarchy

3.

Business Partner in Comparison (ECC and CRM)

4.

Products

5.

Installed Base

6.

One Order Concept

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Business Partner: definition


A person, organization, or group
Includes data such as name,
address, and bank details
Different roles can be assigned (e.g.
prospect, ordering parties, and
competitor)
Different types of relationships to
other business partners can be
assigned (e.g. 'is the contact person
of' and 'is the shareholder of')
Can be included in different
hierarchies / groups

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Business Partner: business transactions


In SAP CRM 2007, the sales and the service business processes are
reflected in business transactions.

Sales process

Service process

59

Opportunity

Complaint

Quotation

Contract

Order

Service
request

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Business Partner: categories


Person
Individual account, private
Person-related data, e.g. Name and home
address

Organization
Corporate account
Company, plant, branch office and so on.
Organization-related data, e.g. functional
addresses (sold to address / ship to address
etc.) and industry segment

Group
Joint persons or organizations

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Business Partner: Effects of categories


A business partner category is the basic definition to classify,whether
it is a organization, person, or group.

Available
Available fields
fields

Business
Business
Partner
Partner
controls

Available
Available roles
roles

BP
BP Category
Category
Relationship
Relationship categories
categories

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Business Partner: Good to know about categories


Business Partner categories cant be changed
after selection (it is not possible to change, for
example, from person to organization).
SAP delivers only three categories:
organization, person, and group (no categories
other than those are available)
The Business Partner category defines
internal application behaviour (e.g. which fields
are available to describe the Business Partner)

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Business Partner in Web UI: Search and create

Search for different


categories

Create different
categories

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Business Partner in Web UI: Corporate account

The corporate account contains


information which are necessary
to describe the company

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Business Partner in Web UI: Individual account

The individual account contains


additional information to describe
the person. For example the academic
title and date of birth

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Business Partner in Web UI: Group account

A group is an account, which defines


a grouping of several people or
accounts. It can be used as a
collector instance.

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Business Partner: Effects of categories


A business partner category is the basic definition to classify,whether
it is a organization, person, or group.

Number
Number range
range
(internal
(internal or
or external
external assignment)
assignment)

Business
Business
Partner
Partner
controls

BP
BP Category
Category

Standard
Standard grouping
grouping
(default
(default grouping
grouping when
when creating)
creating)

Can
Can be
be freely
freely defined
defined

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Business Partner: Roles

Business
Business
Partner
Partner

End-Customer
(Sold-To)

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Goods Recipient
(Ship-To)

Invoice Recipient
(Bill-To)

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Invoice Payer
(Payer)
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Business Partner: Role depending functionality


Depending on the context, a Business Partner can
act in different roles.
In order to meet the specific business situation the
Business Partner role needs specific data (e.g.
Payment data for invoice recipient or delivery
address for Goods recipient)
It is possible to create several roles for one
Business Partner. The general data stays the
same but depending on the role, additional data
can be maintained.
Depending on the role, additional CRM specific
data or relationships can be maintained
In the marketing processes, for example, it is
imporant to maintain the roles Prospect and so on.

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Business Partner data sets: Overview


A data sets allow you to group data,
which belong together
Depending on the role of a Business
Partner, data sets can be mandatory or
optional. This can be defined in
customizing
Data sets can be adjusted depending
on the needs of the company

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Business Partner: Effects of categories


A business partner category is the basic definition to classify,whether
it is a organization, person, or group.

General
General data
data sets
sets

Control

Identifactions

Marketing-attrb.

Texts

Business
Business
Partner
Partner
Sales-area
Sales-area
depending
depending data
data sets
sets
Organization model

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Adresses

Status

others

Sales-data

Org-data

Shipping-data

Status-data

Billing-data

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Business Partner data sets: Marketing attributes


Definition: Flexible way
of easily adding
additional attributes to
a Business Partner.
Attributes can be used in a
number of CRM transactions,
e.g. in the segmentation for a
marketing campaign.

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Business Partner: Business Address Services (BAS)


You can define any number of addresses for a business
partner
Addresses are assigned to the relevant business
processes
One of the addresses is defined as standard address
Addresses refer to postal addresses and / or e-mail
addresses
Communication data does not need to refer to an address
Postal addresses are validated against SAP regional
structure
There are standard interfaces (BAdls* = Business Address
validation?) available, which allow the integration of
external tools
Validation of postal addresses
Fuzzy search
Identification of similar and identical addresses

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Demo
Business Partner: addresses in Web UI

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Key points
In this topic, you:
Defined Business Partner and its categories
Assigned business partner to roles, where CRM specific
data or relationships can be maintained
Identified that Business Partner Data sets are defined
depending on its roles

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Master Data: Agenda

76

1.

Business Partners

2.

Business Partner Relations and Hierarchy

3.

Business Partner in Comparison (ECC and CRM)

4.

Products

5.

Installed Base

6.

One Order Concept

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Business Partner: Definition of relationship


Relationship describes the connection
between two business partners
To define relationships, attributes are
linked such as communication data,
department, and function

Ms. Miller changed companies


but remains Business Partner

For some relationships, a timeframe can


be assigned
Purchasing agent
Company X
Jan 2005 - May 2008

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Purchasing agent
Company Y
June 2008 Dec 9999

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Business Partner: Categories of relationship


The category of a business partner relationship
characterises the relationship between two
Business Partners with attributes.
A one-way relationship extends only in one
direction, from one partner to another. For
example, is employee of'. A undirected
relationship goes vice versa, for example, 'is
customer of'.
Relationship categories define either single
relationships, for example, 'is married to' or
multiple relationships of the same category, for
example, 'is contact person of'.
The Business Partner relationship categories
available, depend on the business partner
category in question. When a relationship is
created, the system can check whether a
Business Partner was created in a particular role
(role dependency of a relationship category).

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Business Partner: relationship categories (example)

Person

is contact person of

has contact person

Relationships

Organization

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Business Partner: Definition of group hierarchy


Business partner group
hierarchies are reflected in
hierarchy trees such as
affiliates, corporate structures,
and purchasing collaborations.
After defining the groups, the
business partners are
assigned to the single
hierarchy nodes.

BP 100

BP 200

BP 500

80

BP 300

BP 600

BP 400

Example: Business Partners


in group hierarchies

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Business Partner: Transfer issues of group hierarchy


Group hierarchies can be transferred to mobile clients.
Group hierarchies originally maintained in CRM Enterprise cannot be
transferred to the ERP system.
Customer hierarchies from the ERP system can be loaded into SAP
CRM, but the changes that can be made to them are restricted. You can
process hierarchies from the ERP system by assigning business partners
to the nodes. These business partners are only used in processes in
SAP CRM. This data is not transferred to the ERP system.
There are three preconditions for transferring a customer hierarchy from
the ERP backend:
Initial data exchange: object DNL_CUST_THIT
Mapping the SAP ERP customer hierarchy type onto the CRM
business partner group hierarchy type.
Downloading the SAP R/3 table KNVH (customer hierarchies) into
SAP CRM, Initial data exchange: object DNL_BUPA_KNVH.
If this download is active, no business partner group hierarchies of the
type, pricing, can be created within CRM enterprise.

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Business Partner: Pricing of group hierarchy


At each hierarchy node, pricing
conditions and group specific
pricing agreements can be
defined.
For all business partners the
specific pricing settings of the
hierarchy node apply
(depending on the customizing
for pricing).

82

Pricing condition xy

BP 100

BP 200

BP 300

BP 500

Example:
Group hierarchy pricing

BP 600

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BP 400

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Business Partner: Reporting structure of group hierarchy


Group hierarchies facilitate
the analysis of a
collaborative structure.

Reporting

BP 100

BP 200

BP 500

83

BP 300

BP 600

BP 400

Example:
Reporting structure

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Business Partner: Categories of group hierarchy


Group hierarchies of different categories can be
created, for example, the categories for pricing or
statistics.
A Business Partner can be assigned to several
hierarchies of different categories.
The Business Partner group hierarchy, including its
different hierarchy levels and nodes, is sales areaindependent. You can store sales area-independent
information on every hierarchy level.
The Business Partner group hierarchy allows you to
group business partners in a multi-level group
hierarchy.
Also, a time-dependent assignment can be defined
from a hierarchy node to another hierarchy node, as
well as from a Business Partner to a hierarchy node.

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Business Partner: Hierarchies in Web UI

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Key points
In this topic, you:
Identified that group hierarchies of Business Partners are
reflected in hierarchy trees
Defined how Business Partners are assigned within the
hierarchy
Explored how hierarchies are transferred to mobile clients
Analyzed group hierarchied

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Agenda Module 7 Master Data

87

1.

Business Partners

2.

Business Partner Relations and Hierarchy

3.

Business Partner in Comparison (ECC and CRM)

4.

Products

5.

Installed Base

6.

One Order Concept

Presentation Title | IBM Internal Use | Document I

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SAP R/3 / ECC and SAP CRM: Two different concepts


Data model
The business partner concept in CRM is more flexible than the customer master in SAP R/3 / ECC:
BP roles determine the attributes and provide different views of BP data according to the
processes
The data sets are in line with the processes that a BP can use
The classification determines the mapping to a SAP R/3 / ECC account group
The ERP system and SAP CRM also incorporate different concepts for the number range
assignment, the data display, and the data usage. Following this, it is not possible to use the business
partner role and grouping for mapping to account groups. Instead, you must use the classification.

Usage of Business Partners in business processes


In the ERP system a customer can only be used with the correct account group (for example, sold-to
party).
In SAP CRM, you can use any business partner for a specific purpose regardless of its role. The only
precondition is that you have maintained the necessary data (for example, a business partner can
only be used as a sold-to party when pricing data is maintained).

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SAP R/3 / ECC and SAP CRM: Mapping of classification and


account groups
In SAP CRM and ERP there is a bidirectional mapping
structure between business partners. You can see this
mapping in the ERP system using transaction/nPIDE.
For the data transfer from SAP CRM to SAP R/3 / ECC it is
recommended that you create your own account group.
The indicator Rented Address is sometimes used. Business
partners with the classification Rented Address are not
distributed to the ERP system, irrespective of their other
classifications.
You cannot define your own classifications.
With SAP CRM, in the CRM business partner, you can
maintain the field Account Group and overwrite the mapping
of transaction PIDE.
In SAP CRM, the roles sold-to party, ship-to party, bill-to
party and payer are assigned to the classification Customer
and the customer is assigned to exactly one account group.

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SAP R/3 / ECC and SAP CRM: An example of mapping of


classification and account groups

SAP R/3 / ECC

90

SAP CRM

Partner role

Account group

Classification

BP role

Customer
Ship-to party
Bill-to party
Payer

1000

Customer

Customer

2000

Consumer

Consumer

1:1 mapping
3000

Competitor

Competitor

4000

Prospect

Prospect

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Business Partners: Consistent distribution


The leading system for creating a business partner has to use the internal
number assignment, the depending system uses the external number range.
It is possible that you have different numbers for the same customer in ERP
and in CRM, synchronizing (mapping of the different numbers) occurs through
the middleware.

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SAP ERP

SAP CRM

New: Ship-to party


Internal number range 1-4999

Customer
External number range 1-4999

Customer
External number range 5000-5999

New: Customer
Internal number range 5000-5999

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Business Partners: Prerequisites for consistent distribution


Identical numbers for the business partners in both systems,
SAP CRM and ERP (same numbers are an advantage, but not
a MUST)
The internal number range within SAP CRM corresponds to an
external number assignment in the ERP system. Business
partners are given the same number in both systems.
Usually, an active ERP system already exists with a defined
number range in SAP ERP. If an internal number assignment
is desired in the ERP system, no further number ranges are
necessary. If external number assignment occurs in the ERP
system as well, this number range must be maintained.
The same fields need to be mandatory on both systems.
Otherwise it is possible that fields that are manadatory on one
system but not on the other are not manitained.

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Business Partners: Customizing for consistent distribution


Number ranges in the ERP system are defined and
assigned to accout groups in the Implementation
Guide (IMG) as follows:
General Logistics > Business Partner >
Customers > Control > Define and Assign
Customer Number Ranges.
Number ranges in SAP CRM in the IMG are defined
as follows:
Cross-Application Components > SAP
Business Partner > Business Partner > Basic
Settings > Number Ranges and Groupings >
Define Number Ranges.

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Key points
In this topic, you:
Listed the differences between SAP ECC and SAP CRM in
Business Partner models
Analyzed the transfer of consistent Business Partner master
data between SAP ECC and CRM
Explored consistent distribution

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Agenda Module 7 Master Data

95

1.

Business Partners

2.

Business Partner Relations and Hierarchy

3.

Business Partner in Comparison (ECC and CRM)

4.

Products

5.

Installed Base

6.

One Order Concept

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CRM Product Master: Overview


The activities of a company are represented as products
within the CRM System.
The goods and services, which are being sold to
customers, are products in the master data.
The product master data contains all necessary
information which is needed to sell and to administrate.
Similar to the business partner master data the products
contain data sets, which group similar information
together.
Products are stored centrally in the CRM system and
can be used in the various business processes
Products are called 'Materials' within the ERP world, in
CRM 'Product'.
Products can be replicated between ERP and CRM, but
have a partially different functionality

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Product types: Definition


The product type describe the characteristics of a product
Types of products:
Materials
Services
Warranty
Financing
Financial Services

CRM
Product
Master

Intellectual Property

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Product types: Functionality


Products can be packed with other products /
services.
A list / package of products is called 'bill of materials
(BOM)'
Products can be configured with a configurator.
Therefore, a configuration logic can be attached to
the product. When using the product (For example,
in an order) the characteristics of the product can be
defined. For example, when selling a PC all the
details like CPU, HDD, RAM, and so on can be
specified.
Products are represented by number ranges in the
system, which can be defined separately depending
on the product type.

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Product types: Examples

Premium support
(service contract product)

Customer warranty
(warranty)

Catering
(service product)

Home delivery
(service product)

Storage facilities
(material)

Exercise: Define products and group them to a product type


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Activity

Define products and group them to a product type

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Product relationships: Examples of categories

Product

Accessories
Cu

Servi
ce
sto

me

Service
rm

Relationships

101

Material

at e

ria
l

Material
Others

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Product relationships: Categories


Internet sales scenario:
If a customer adds a product to the shopping cart, additional products can be suggested to him or
her via the relationship Accessories. On the Accessories tab page you can also see whether a
product is an accessory product (back and usage).
Selection of other relationship categories:
Customers (for example, you can assign a customer material number)
Financed by
Manufacturers
Vendors (f. E., a vendor material number can be assigned here)
Components (a structured product is mapped with this)
Services (default products for the service order processing)
Spare parts (default products for the service order processing)
Warranties (used in the product registration)

To download the ERP customer material number to SAP CRM, you use the relationship Customer /
distribution chain.

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Product data sets: Set types


The CRM product master is a collection or arrangement of various set types
that contain specific data.
Set types which correspond to database tables, are displayed on various
views (tab pages). Several predefined set types (for example, basic data,
short texts, conversion of unit of measure) are delivered with the standard
product. User-defined set types can be added to the product master.
Within the set types, attributes help to describe products or individual
objects. Set types enable you to perform detailed modeling of products and
individual objects in the system.
A set is a specific instance of a set type.
Particular set types (SAP standard set types) are predefined in the standard
system. Further set types can be defined and filled with attributes.
Set types can be relevant to templates. When you define a template, you
can specify concrete values for attributes and assign them to various
products later by means of other mechanisms.
If a set type is already assigned to a product category, it is only possible to
change the set type description and possibly add other attributes.
Only those set types can be deleted that are not assigned to a category
(any more).

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Product data sets: Customizing set types


Customizing:
SAP Implementation Guide:
Cross-Application Components
SAP Products
Settings for Product Maintenance
Define Views

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Product data sets: Example of set types

Product master data of Product xy


Basic data Sales and distribution

Product categories

Others

Others

CRM Product Master data

Descriptions

Others

Unit of measure

Examples of set types

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Product data sets: Attributes


The attributes can be those predefined in the
standard system or newly defined attributes
(including value ranges).
An attribute is defined by its attribute type (for
example, integer, character string, or date), its
length and (optionally) its value range (for
example, single values or intervals), or by a
value table.

Note: User-defined attributes cannot be assigned


to standard SAP set types.

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Product data sets: Example of set types and attributes


Product xy
Basic data

S and D

Product categories

Others
Others

CRM
Product
Master data
Others
Descriptions
Units of measure

Set type:
unit of measure
Attributes:
Unit of measure
Volume
Gross weight
Net weight
Others

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Hierarchies and categories


SAP hierarchy
Set a

Set a!

Category: cars

Customer hierarchy
Category: vehicles

Set b

Set a!

Category: trucks

Product C01

Product T01

Product C02

Product T02

Set c

Legend:
Set a!

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Enhancing product master


Hierarchy

Category

Set Type

Attribute

Equipment

Air condition

Customer
hierarchy
Category:
vehicles
Category: cars

Category: trucks

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Air bag

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Transferring product hierarchies from SAP ECC to SAP CRM


SAP ERP / ECC

SAP CRM

Product Hierarchy
Material type
Material group

R3PRODHIER
R3PRODSTYP
R3MATCLASS

Customizing download > Base hierarchies


Before materials can be transferred from the ERP system to the SAP CRM system, base hierarchies must be
created with a Customizing download.
R3PRODSTYP is a default base hierarchy. Products that are loaded to the CRM system from the ERP system
should at least belong to this base hierarchy. Optionally, products can be assigned to further base hierarchies.
If SAP CRM is implemented without an ERP backend system, preparatory steps are necessary before product
master data can be created in the CRM system. These preparatory steps are documented in Customizing:
SAP Implementation Guide > Customer Relationship Management > Master Data > Products > CRM
Standalone.
The adapter object for transferring the base hierarchies via middleware is DNL_CUST_PROD1.

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Material Master: download and upload

Source: SAP ERP

Target: SAP CRM

Initial download
(once)

Delta download
(ongoing)

Delta upload
(manually and
individually for each product)

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Material Master: download / upload


Download of ERP material masters to the SAP CRM system

When SAP CRM is set up, an initial download is performed.


Existing Customizing data is a prerequisite for a successful
initial download.

Later, delta downloads are performed permanently in order


to align transaction data in the CRM system with the master
data of the backend system.
Note: Customizing changes are not updated through a delta
download.

Download

ERP

CRM

ERP

CRM

Upload of CRM products to the ERP system

The upload of CRM product data is possible, but it cannot be


performed automatically, it must be carried out manually and
individually for each product.

Upload can be permitted or prohibited for each product in


Customizing: > Customer Relationship Management > Master
Data > Products > Settings for Product Type > Allow Upload
for a Product Type.

After a product has been loaded from SAP CRM to the ERP
system, changes are updated by means of a delta transfer,
but only in the ERP direction.

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Upload

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Competitor products
Information about competitor products is included in master data
Competitive products are linked to companys product (relationships)
Information about competitors products is included in relevant business processes

Competitor A: product x
Companys product x
Competitor B: product x

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Products in Web UI

114

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Demo
Product Hierarchies in Web UI

115

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Key points
In this topic, you:
Identified the product master data contains all necessary
information, which is needed to sell and to administrate.
Analyzed products that can be configured with a configurator.
Linked products by defining Relationship categories.
Identified that within product hierarchies data sets can be inherited.
Noted that material master data can be automatically downloaded
from SAP ECC to SAP CRM.

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Agenda Module 7 Master Data


1.

Business Partners

2.

Business Partner Relations and Hierarchy

3.

Business Partner in Comparison (ECC and CRM)

4.

Products

5.

Installed Base

6.

One Order Concept

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Installed Base: definition


Relevant to products where service is offered
Overview of products and product
configuration at customers site (including
licenses, software, and so on)
Installed base can be refered to in sales and
service transactions
Installed base are used for service contracts
(service agreements, and warranty)

118

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Installed Base: component types


Product component
Object component:
Can be grouped in object families
one object family can be assigned to
multiple categories

Text component
Installed base as a component of
another installed base

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Installed Base: An example of component structure

Car 01

Contact: Peter Miller


Address: Berlin, Seestr.

Product
Product
Car park
maintenance

Object
Car 02

Identification: 4711
Contact: Karen Frank
Address: Berlin, Kochstr.

Product
Object

Identification: 4712

Sold-to party: Company xy


Status: operating

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Installed Base: structure gap - defintion


Structure gap:
Is a placeholder for a missing component in an
installed base
Can be used for product and object components
Used to control the valadity of an object reference

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Installed Base: plausibility check - definition


In object families and installed base
component types, the components
which can be installed below each
other, can be controlled.
Example: wheels and cars. It should
not be possible to have cars allocated
below wheels in the installed base.

122

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Installed Base: partner data


Partner data can be allocated on the
header and component level of an
installed base
Several partners can be added
The location (address) of an installed
base with its components is determined
automatically
Partner data is inherited to the lower
levels of an installed base (either
automatically or manually)

123

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Installed Base: tracking status and changes


Both, the system and the user, status
of an installed base are indicated
System status shows whether the
installed base information was
created, activated and so on.
User status refers to the status of the
installed base, that is, whether it is
operating and so on.

The action log


Tracks the changes to an installed
base
Is used for reporting (usage of
components, service orders by
installed base)

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Installed Base: integration


Service orders
In the installed base maintenance, all related service
orders are listed
Any component of an installed base can be referenced
for a service order
Full integration to mobile service, customer interaction
center, Internet customer self-service, and CRM online

Service contract
In the installed base maintenance, all related service
contracts are listed
Installed base components specify which objects are
covered in service contracts

Case
In the installed base maintenance, all related cases are
listed
Products, installed base component, and individual
objects can be linked to the case

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Installed Base: validation of skill set (service)


Validatind whether the skill set needed to process
a service order for a component matches with the
assigned service colleague
Evaluation of which skill set is needed to carry
out a service order for an Installed Base
component.

126

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Installed Base: warranty


Warranty agreements
Definition of the component, installation, or object
Definition of the warranty period
Coverage agreements for parts, labor, and travel
Coverage conditions (time and / or counter based)

Warranty reporting
Tracking of purchasing data and warranty cost

127

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Installed Base: counters


Counters can be linked to individual objects
and installed base products
Counter reading can be added to installed
base maintenance, CRM service orders,
confirmations, and plans
The counters can be administered within the
counter engine

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Installed Base: tracking and comparing


Changes in an installed base are tracked for the:
complete installed base
components
structure of the installed base

Installed bases can be compared in terms of:


Two different installed bases
Two different stages of one installed base

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Installed Base: creation from sales order


SAP ERP installed base created from SAP
ERP sales order is transferred to a CRM
installed base
SAP ERP materials and serial numbers refer
to the CRM installed base components with
identification
CRM sales order creates or updates CRM
installed base
Installed base can be updated by dragging
and dropping sales items

130

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Synchronization between SAP ERP and SAP CRM


SAP ERP equipments are defined as
individual objects in a SAP CRM installed
base
Automatic update in SAP ERP installed
base after change in SAP CRM installed
base and vice versa
Synchronised data such as business
partner, address, status, serial number,
description, hierarchy, manufacturer,
object type, and variant configuration

131

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Installed Base: Web UI

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Installed Base: mobile service client


Installed base is graphically shown as a reference
Installed base and components can be searched
Installed base and components can be
created/installed/dismantled
Customer-specific components can be integrated
Structure of installed base can be changed
Reporting: installed base history and history of service
information can be shown
Structure gaps show dismantled components within
an installed base structure
This can be linked to installed bases, components, or
individual objects:
Counter readings
Attachments
Warranties

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Installed Base: integration


SAP CRM Interaction Center
Search and display functions for installed base
Transfer of installed base components into service
orders as reference or spare parts

SAP Business Warehouse


Various analysis functions, that is, analysis of cost
per installed base and component

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Key points
In this topic, you:
Learnt that an installed base is relevant to products where service is
offered
Defined products and product configuration at customers site
Learnt how to Install base information is synchronised between SAP
ECC and SAP CRM

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Master Data: Agenda


1.

Business Partners

2.

Business Partner Relations and Hierarchy

3.

Business Partner in Comparison (ECC and CRM)

4.

Products

5.

Installed Base

6.

One Order Concept

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CRM One Order Concept


In SAP CRM, mixed documents are possible,

for example
Activity + Sales Order + Service Order in one business
document

The business transactions in SAP CRM use the

CR One Order model which provides:


A unified structure for all business partner-specific
transactions
One instance approach for multiple business transactions
Easy transformation between different transaction object
types
Design of central components as compact / slim as
possible

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SAP CRM One Order versus SAP ERP


Simplified and optimized data model

Business
Business
Transaction
Transaction
Document
Document

R/3 Sales Document


Example, 210 fields in one table (item table)
Not all fields are used by all document types

CRM Document
Same data is split into five tables
Each document type uses the appropriate tables
Sales data
Shipping data
Pricing
Purchasing data
Partners
Service

138

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One Order Concept: advantages


Splits fields into small logical business groups
Reusable objects
Avoids big programs and module pools
Simple and consistent flow logic for all objects
and all levels
Handling of error messages
Parallel programming possible

139

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Business transactions: concept

With business transactions, the business processes


are managed according to your companys
requirements.

A business transaction can cover several business


cases, for example, sales order and contact.

There is a similar interface for processing all types of


business transactions.

There is a strict split between the user interface and


the processing of transactions.

Similar functions are available in all types of business


transactions.

Sales process

Service process

140

Opportunity

Complaint

Quotation

Contract

Order

Service
request

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Business transactions: general structure


A business transaction is a business interaction with
a business partner.
The business transaction provides business
structures and functions that can be used in various
processes of a company, for example, in sales,
marketing, or service.
Depending on the leading transaction category (for
example; contact, opportunity, sales, service) a
business transaction has a certain structure.
Examples:
Tasks have only a header level.
Leads, opportunities, and service transactions
have a header and item level.
Sales transactions additionally have a schedule
line level (delivery quantities and delivery
dates, possibly after an ATP check).

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Business transaction: header customizing


Define transaction types
Business transaction attributes and characteristics:

Leading business transaction category

Control attribute

Assign business transaction categories


Additional business transaction categories
Dependent on leading business transaction category

Customizing at header level


Different settings according to business transaction category
Assign blocking reasons
Considering the business partner status

Allowed channels for transaction types


Restricting the usage of the transaction type

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Business transaction: header customizing (continued)


A business transaction can be assigned to one or several business transaction categories,
depending on what the leading business transaction category is.
Assigned business transaction categories allow detailed control of the transaction.
Only specific combinations of business transaction categories are possible.
Examples:
The transaction category SRVO (service category) has the leading business transaction category service
transaction and three assigned business transaction categories contact, sales, and service transaction.
The transaction category LEAD (lead) has the leading business transaction category lead and one assigned
business transaction category lead.
The transaction category TA (telesales) has the leading business transaction category sales and two assigned
business transaction categories contact and sales.

Control attributes (such as the leading business transaction category, text determination procedure,
partner determination procedure, status profile, the organizational data profile, and the number range
assignment) can be defined at header level, depending on the category.
Assign blocking reasons to block a business partner for particular business transactions.
Permitted channels for transaction categories: assign a transaction category to particular channels,
to allow only these transaction types in the value-help selection in the corresponding channel.

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Business transaction: header customizing


Customizing:
SAP Implementation Guide

CRM
Transactions
Basic Settings
Define Transaction Types

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Business transaction: item customizing

steps
145

Define item category


Item attributes and characteristics:

Control attributes

Item object type

Assign business transaction categories


Assign business transaction categories
Only certain combinations are permitted

Detailed customizing at item level


Different settings according to business transaction category

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Business transaction: item customizing detailed view


Step 1: Definition of the general settings, that is, the
attributes that are identical for all item categories.
Item object type: Partner determination, status
profile, ATP profile, action profile, date profile, BOM
explosion and configuration data.
Step 2: Definition of the business context in which the
item category is used. Settings defer depending on the
assigned business transaction category. For example,
billing relevance is defined under Sales and confirmation
relevance under Service Transaction.
Example:
The item category SRVP (service product item) has
two assigned business transaction categories, Sales
and Service transaction.
The item category OPPT (opportunity item) has one
assigned business transaction category,
Opportunity.
Activities normally do not have items. Customizing item
categories and item category determination is not
necessary in this case.

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Business transaction: item customizing detailed view


Customizing:
SAP Implementation Guide

CRM
Transactions
Basic Settings
Define Item Category

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Business transaction: item customizing - category determination


Transaction
Transaction type
type (e.g.
(e.g. Opportunity)
Opportunity)
Item
Item
category
category

determination

Item
Item category
category group
group
Item
Item category
category usage
usage

Product
Product
Master
Master

Main
Main item
item category
category
The field Item Category Group of the product master exists as both organizational data-dependent (for example
Sales tab page) and organizational data-independent (for example, SAP Basic Data tab page).
The procedure for the determination of item categories should be set up in the same way as in the SAP ERP
system, especially for replication-relevant transactions. Otherwise, problems can occur in the upload transfer to
SAP ERP.
Examples for item category determination:
A sales item (NORM) in a standard sales order (TA) will lead to item category TAN.
A sales item (NORM) in a standard sales order (TA) that belongs to a higher-level item of item category TAN
will lead to item category TANN, once free goods determination takes place (item category usage is FREE).
A service product item (SVRP) in a standard service order (SRVO) will lead to item category SRVP.

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Partner processing: overview


In order to automate business transaction
processing, all relevant partners should be
determined automatically
On one hand, this requires less manual effort
for typing in the correct information in the
business transaction
On the other hand, it requires a structured and
correct setup of the system and master data to
allow the automatic determination
The automatic determination of the business
partners is called Partner Processing
The customizing describes where and for what
kind of partners, the partner information is
being searched while the transaction is
executed

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Partner processing: automatic processing

Start
Start Business
Business
Transaction
Transaction
e.g.
e.g. Opportunity
Opportunity
Enter
Enter Main
Main Partner(s)
Partner(s)
(e.g.
(e.g. Sold-To)
Sold-To) manually
manually

Partner Processing

Additional
Additional Partners
Partners
are
determined
automatically
are determined automatically
based
based on
on the
the Main
Main Partner
Partner

150

Examples:
Sold-To:

1234 IBM Germany

Ship-To:

2345 IBM Stuttgart

Bill-To:

6734 IBM Berlin

Payer:

1002 IBM Corp.

Sales-Rep:

9923 Mr. Smith

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Partner processing: automatic processing (continued)


Example:

Start
Start Business
Business
Transaction
Transaction
e.g.
e.g. Opportunity
Opportunity

Sold-To:
Ship-To:
Bill-To:
Payer:
Sales-Rep:

1234 IBM Germany


2345 IBM Stuttgart
6734 IBM Berlin
1002 IBM Corp.
9923 Mr. Smith

1.
1. Item
Item -- Partners
Partners

Sold-To:
Ship-To:
Bill-To:
Payer:

1234 IBM Germany


2345 IBM Stuttgart
6734 IBM Berlin
1002 IBM Corp.

2.
2. Item
Item -- Partners
Partners

Sold-To:
Ship-To:
Bill-To:
Payer:

1234 IBM Germany


2346 IBM Munich
6734 IBM Berlin
1002 IBM Corp.

Header
Header -- Partners
Partners

The partner processing can be different for the header and the item.
Different partner functions can be used and the procedure how to find them can be different as well.

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Partner processing: customizing overview


Partner processing
Partner function category

Partner function

Categorizes the partner


function
like 'sold to > predefined

Description of the
peoples business role
what they do (e.g.
Sales-rep)
> can be defined freely

152

Partner determination
procedure
This procedure defines,
how the partners
are determined. It contains
all the information from the
access sequence. partner
functions and so on.

Access sequence
Search sequence /
strategy, how
partners should be
determined.
Different strategies can
be executed
sequentially until a
partner is found. For
example preceding
document, organization
data, BP relationships,
current partners

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Partner processing: customizing overview (continued)

Partner processing
Customizing settings

Transaction
type

Partner
determination
procedure

Partner
function

Access
sequences

CRM process

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Business transactions: basic functions


Create follow-up transactions
Copying control

Perform incompleteness check


Change transactions

Document flow

Change documents

Subsequent referencing

Field changes
Additional basic functions:

Determination of
Organizational data

Partner Processing

Texts

Pricing
Incompleteness Check

Administration
Status

Text Management
Date Management
Not all of the functions are available in every transaction type.

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Business transactions: copying

Create follow-up transactions


Copies data from one or more
transaction document(s):
You can choose the transaction
type for the follow-up document
Header data is copied
You can select items

Copy
Copies current transaction
document:
Same transaction type
Header and item data is copied
Document flow is not updated, no
reference to original document

Document flow is updated


Prerequisite:
Customizing settings for copying
control

Copying documents saves time and ensures data quality!

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Business transactions: document flow

(e.g.
(e.g. Order
Order 5231)
5231)

(e.g.
(e.g. Quote
Quote 4321)
4321)

(e.g.
(e.g.Opp
Opp 12345)
12345)

1.
2.
3.

Business
Business
Transaction
Transaction 33

Business
Business
Transaction
Transaction 22

Business
Business
Transaction
Transaction 11

Item
Item
Item

Document Flow:
Quote 4321

1.
2.
3.

Item
Item
Item

1.
2.
3.

Item
Item
Item

Document Flow:

Document Flow:

Opp 12345
Order 5231

Quote 4321

The document flow describes the connections between business transactions.


For example, if the user is in the quotation object he can see the predecessor and
successor. By clicking on the document number, the user can jump directly into
the corresponding business transaction document.

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Business transactions: text


There can be different types of texts
attached to a Business transaction. For
example there can be texts for
Business Partners, Products, internal texts,
external texts and so on.

Business
Business
Transaction
Transaction

e.g.
e.g. Opportunity
Opportunity

Header
Texts
Items
Texts

157

Texts can be maintained at the header and


at the item level. They can be different. For
example, at the header level, texts are used
which are valid for the whole document; at
the item level, item specific texts can be
used.
Texts can be maintained in different
languages. Depending on the settings, the
appropriate language version of the texts
can be determined.

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Text determination procedure


Business
Business
Transaction
Transaction

e.g.
e.g. Opportunity
Opportunity

Header
Texts
Items
Texts

Text determination
procedure attached to the
transaction type
Text determination
procedure attached to the
item category type

The definition of the text determination procedure is similar to that of pricing. First, you define several
text types. Then you define the source texts of your text types within access sequences; For
example, if no sales text is available, the system should display the basic text.
According to your business scenario, you combine a number of text types in the text determination
procedure. These texts are automatically displayed in documents or can be entered there.

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Text determination procedure: customizing


Text objects and text types are defined in
Customizing: SAP Implementation Guide >
Customer Relationship Management > Basic
Functions > Text Management > Define Text
Objects and Text Types.

Text determination procedures and access


sequences are also defined in Customizing:
SAP Implementation Guide > Customer
Relationship Management > Basic Functions >
Text Management > Define Text Determination
Procedure.

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Status information in transactions


Each business transaction must have a
current status
The header and the items can have
different current states

Business
Business
Transaction
Transaction

e.g.
e.g. Opportunity
Opportunity

Depending on the status, different


authorizations or follow-up business
transactions can be possible and
defined

Header
Status

Items
Status

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Status management

System status
Internally set by
system.
Have business
processes been
completed?

161

User status
Set by user
(manually or by
process).
Controlled by status
profile.

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Status profile
The status profile controls the behavior of the transaction
Depending on the status, additional authorizations can be given (for example, only
managers can do final changes on a quote) or additional business transactions can be
allowed.

Business transaction
e.g. opportunity

Header
Status
Items
Status

162

Status profile attached to the transaction


type
Status profile attached to the item category
type

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Status profile: customizing


The status can be maintained:
SAP Implementation Guide > Customer
Relationship Management > Transactions >
Basic Settings > Status Management
The impact of the settings can be checked
with transaction BS23

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Incompleteness procedure: definition


Allows you to check whether
All mandatory fields of a
transaction have been filled in
A transaction is complete or not

If a transaction does not pass


the check, the status of the
transaction is set to incomplete.
Incomplete transactions are not
processed unless completed.

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How to set up an incompleteness procedure: customizing


Define which fields are mandatory
Transaction type / item category >
incompleteness group
transaction/item
Business partner / master data >
incompleteness group business
partner

Define the message type (warning or


error)
Define how the system reacts
(setting of status)

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Change documents
The system can update change
documents for transactions.
All changes made to a transaction, can be
displayed, including:
What was changed (field, old value, new
value)
Who made the change
When (date and time) the change was
made

You can decide for each transaction type


whether change documents are updated.

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Data model
Extract of the business
transaction model including all
other objects used by CRM
(like BPs, Products, and so on.)

The CRM Data Model can be


viewed through transaction
SD11. The data model is
called CRM.

By highlighting a node and


pressing the button Sub-tree
followed by Graphic, a
graphical view of the tables
with the proper hierarchy can
be generated.

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Key points
In this topic, you:
Explored partner processing
Analyzed business transactions
Learnt how to customize status profiles
Explored how to set up an incompleteness procedure

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Activity: Distinguish the steps that go into the services and


sales process

Complaint
Complaint

Quotation
Quotation

Service
Service
request
request

Contract
Contract

Opportunity
Opportunity

Order
Order

Service process

Sales process

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Activity: Organize the steps in header customization in the


ascending sequence

Define
Define transaction
transaction types
types

Assign
Assign business
business transaction
transaction categories
categories

Customizing
Customizing at
at header
header level
level
Assign
Assign blocking
blocking reasons
reasons

Allowed
Allowed channels
channels for
for transaction
transaction types
types

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Module summary
Having completed the SAP Master Data module, you should now be able to:
Develop and implement a Business Partner concept
Set up the transfer of consistent Business Partner master data between SAP
ECC and CRM
Develop and implement a concept for product master data
Set up the download of product master data from SAP ECC to SAP CRM
Develop and implement a concept for installed base and its integration to SAP
ECC
Explain the advantages of the One Order concept
Develop and implement a concept for business transactions

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Discussion

Discussion

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Questions

?
?
?
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Day-2 : CRM Functional Overview

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Transaction Data
Transactional Data

Transaction

Activities

CRMD_BUS2000126

Marketing

CRM_MKTPL

Leads

CRMD_BUS2000108

Opportunities

CRMD_BUS2000111

Sales Contract

CRMD_BUS2000121

Sales Order

CRMD_BUS2000115

Service Process

CRMD_BUS2000116

Service Confirmation

CRMD_BUS2000117

Service Contract

CRMD_BUS2000112

Complaints

CRMD_BUS2000120

Billing Document

BEA_BD_01

Sales and Service Quotation / Contract /


Order/ Service Confirmation

CRMD_ORDER/CIC0

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Organizational Data

Module [1]: CRM Overview- Master Data


Date

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Organizational Data Objects and Feature


Organizational data defines the companys functional organizational structure in CRM.
Organizational objects can be linked to hierarchies to form functional relationships in the
organizational plan
Organizational data is comprised of 2 objects namely
Organizational Unit Functional Unit of the organization like Departments, groups, project
teams
Positions The performer of the task like Sales Manager

Feature of Organizational data


Flexible: The organizational units are not already specified you can make your own units or
leave some units out
Time dependent: This enables you to plan organizational changes in the future you can
maintain different organizational structures for different time periods in parallel; that means you
can plan changes in future.
Adaptable and extendable: you can maintain and change the organizational plan at any time
without making changes in Customizing
One structure for sales and service: This can be changed just by activation An
organizational unit can be a sales organization and service organization at the same time.
Scenario-specific data in the structure is assigned to the organizational units with attributes
Organizational units can take the role of a business partner

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Organizational Objects Organizational Model


Organizational objects can be linked to
hierarchies to form functional relationships in the
organizational plan

Org Unit
India South

Sales org

Office Chennai Sales office


Positions
Emp group 1
Test lead
Ram Sharma

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Position

Organizational units form the basis of an


organizational plan. Organizational units are
functional units of a company. E.g.. departments,
groups or project teams.
Positions show the functional task distribution of
individual items and their report structure in the
organizational plan. Positions are concrete items in
a company, which can be occupied by holders
(employees or users), for example, the campaign
manager for India.

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Organizational scenarios
Sales Org

Service

Marketing

Scenarios are applications where the org unit is valid.


In each scenario you can control which attributes are available and which properties the
attributes have.
You can assign one or more scenarios to an organizational unit. Hence one
organizational unit can be used for different areas
The same organizational unit can be a sales organization in the Sales scenario and a
service organization in the Service scenario or marketing organizational unit in the
marketing scenario.
You can maintain different attributes depending on the assigned scenario.

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Organizational Attributes
Attributes are always maintained for a specific scenario, which means you can maintain different
attributes for each scenario. Attributes are generally passed onto the subordinate organizational
unit. However, you can overwrite the attribute value of a subordinate organizational unit with
another attribute value (inheritance type: overwrite inherited local values). There are two kinds of
attributes: organizational and general.
Organizational attributes indicate the type of an organizational unit.
General attributes define the responsibilities of an organizational unit.

General Attributes

Organizational Attributes

They are used to define the type of an


organizational unit

They are used to define the


responsibilities of an organizational unit

For example:

For example:

Sales Organization

Division

Sales Office
Sales Group
Service Organization

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Country

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Distribution Channel
Postal Code
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Determining Organizational data


In the CRM System you have the following options for determining
organizational data in the document. You can set these in Customizing
depending on the transaction type:
no determination :In this case, enter the organizational data (for example, sales
area) manually in the document.
automatic determination: The system determines organizational data using the
data available in the document, for example, the business partner number, region,
product, or using the user assignments for the organizational unit (using the
position). The determination can follow two route either the responsibilities rule
type or Organizational Rule Type . Organizational rule type reads the
organizational models attributes and determines the organizational data for the
transaction. Responsibility rule determines the transactions organizational data
based on the attribute of the responsible person.

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Settings for organizational data at item level


Organizational data at Item level

Settings in customizing

Without header division: The


organizational data is copied from the
document header. The division is derived
from the product.

Assign an organizational data profile


without a determination rule to the item
category.

With header division: The


organizational data is copied from the
document header. The division is derived
from the document header.
There is no organizational data at item
level (no organizational data screen)

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Assign an organizational data profile


without a determination rule to the item
category.
Do not assign the organizational data
profile to the item category.

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PPR

Module [1]: CRM Overview- Master Data


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PPR Partner Product Range


Partner Product Range It allows to maintain a combination of Partner ,
Material , Sales Area and time .
System has the feature to include or exclude the combination.
System allows to integrate PPR with Marketing Transaction .??? This in
turn allows user to create Marketing transaction to be created with the pre
stated combination.
CRM 5.0 onwards the combination of partner and material can be maintained
in new master data called listing.

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PPR contd..

Header data

Item data

Item details

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Events and BTE

Module [1]: CRM Overview- Master Data


Date

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Event with an example


Requirement - custom event to be triggered when ever a line item is added to
a Sales Transaction

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Events - Step 1
To create a custom event ,
the transaction used is
CRMV_EVEVT as shown
in the screen .
The button Object
Function/Callback need
to be pressed first , to
register the
Custom function module
to be used in the event
later .

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Events - Step 2
Step 2 : The list of registered
standard function module is
displayed in the screen .We
need to press the New
Entries button here .

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Event Step 3

Step 3 : The custom


function module has
been added , with the
object function as
CRM_ORDERADM_I ,
as our requirement is
for line item only .
Press the save
button , as shown that
the data has been
saved .Move out of
the
transaction
after this action is
complete .

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Event Step 4
To trigger the event immediately when ever a
line item is changed , we should select
Execution time as immediately .
The Object name is Administration Item as
we are concerned with the item change
The event need to be triggered after each
change made by user , so event
AFTER_CHANGE is selected . Our custom
function module has been mentioned in the
Callback section .
Now press the button Callback for
Cat/Obj/Event . A screen as below will
appear.Press the Display" button

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Event Step 5
Press Yes button on the left
screen - which in turn will show
the below screen. Click New
Entries button.

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Event Step 6

Fill the data


as
appropriate
in the screen

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Event Conclusion
The custom function module code is visible
inside the event , Thus binding of
the custom event with the custom
function module is complete .

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BTE Business Transaction Events


SAP Program provides a means of extending the system without modification
through customizing. It is done through Events called Business Transaction
Events.
It can be set up is using tcode like FIBF
SAP provides sample function modules called SAMPLES for events which
contains the interface. It can be used as a template to create custom function
module for the events.
In order to search BTE, in code, tables like TBE* / TPS* can be searched.
Using BTE following component can be plugged in
Custom Function Module
Function Modules by Partners
SAP Components

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Business Addins (BAdi)

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Objectives
The participants will be able to:
Describe Business Add-Ins and their advantages over User Exits.
Analyze definition and Implementation of BAdi through transactions SE18 and SE19.
Find Business Addins for a particular SAP transaction (if it has a BAdi).

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What is BAdi
Business Add-Ins are a new SAP enhancement technique based on ABAP
Objects. (It has Interfaces & Methods)
Business Add-Ins should be considered generalized Business Transaction
Events that can be used to bundle program, menu and screen enhancements
into a single add-in.
Business Add-Ins have two parts: One is the Definition and the other is its
Implementation. The definition can either be SAP provided or user may also
create it.

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BAdis & User-Exits


BAdis have following distinct features, unlike User Exits:
Uses Object oriented approach
Two parts - Definition and its Implementation - definition can either be SAP provided
or user may also create it
The Business Add-In definition can be used actively by any number of
implementations at the same time. I.e. it supports multiple active implementations.
(e.g. Multiple use BAdis)
There can be more than one implementations of the same BADI definition, and in
that case only the active implementations will be executed. You can activate or deactivate any of the implementations after creation.
In addition, Business Add-Ins can be defined according to filter values. This allows
you to control add-in implementation and make it dependent on specific criteria (on a
specific Country value, for example).

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BAdi : Where to Find


Look for BAdi definition in IMG and in component hierarchy. (using transaction
SE18)
Create own implementation of the add-in (complete coding for Methods) and
activate. (using transaction SE19)
Enhancement's active components are called at runtime.

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BAdi Definition (SE18)


In the Definition view, an application programmer predefines exit points in a source
that allow customers to attach additional software to standard SAP source code
without having to modify the original object.
To define a BAdi use Sap Menu -> Tools -> ABAP Workbench -> Utilities -> Business
Add-Ins -> Definition (transaction SE18).

Call the interface at the appropriate point in application program, where you want to
provide an exit to the customer
Customers can then select the add-in and implement it according to their needs

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BAdi Implementation (SE19)


In the Implementation view, the users of Business Add-Ins can customize the
logic they need or use a standard logic if one is available.
Find the suitable Business Add-Ins present in system (Use IMG or Component
hierarchy)
Use Add-Ins Documentation to understand functionality & to decide which
Definition to implement.
Use SAP Menu ABAP Workbench ->Utilities -> Business Add-Ins ->
Implementation (transaction SE19)

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BAdi Implementation : Sequence of steps


1. Find the corresponding BAdi for the SAP transaction
2. Create a custom Implementation for the BAdi
3. From the methods available in the BAdi and select the appropriate method
4. Enter custom code in the method and activate
5. Execute SAP transaction and test if method with custom code is being invoked

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Summary
Business Add-Ins are a new SAP enhancement technique based on ABAP
Objects.
Business Add-Ins are defined through transaction SE18 and implemented
through transaction SE19.

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Questions
What are BAdis ?
Which transactions are used for BAdi Definition and Implementation ?
How do you locate BAdis defined by SAP for a SAP standard transaction ?

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Enhancement Spot Overview

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Enhancement Framework

Enhancement Framework is the new paradigm to bring all enhancement techniques under one roof.

Difference between Enhancement Framework and User Exits and BADI:


For User Exits and BADI
- upgrading customer systems, requires a lot of time and effort.
- difficult to trace various developments to an original system back to this system.
For Enhancement Framework
- creation of modification-free enhancements
- integration of different concepts, for enhancing development objects, in a uniform framework, is
possible.

The followings are different enhancement technologies available under this framework:
Source Code Enhancement
Function Group Enhancement
Class Enhancement
Kernel-BADI Enhancement
The first three methods, viz., Source Code enhancement, Function Group enhancement, and Class enhancement
are entirely new ways to enhance the ABAP system. The final one Kernel-BADI is an improvement of the old
classic-BADI.

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Source Code Enhancement

This method can be provided whenever enhancement needs to be incorporated directly into the ABAP source
code.
Also known as Source Code Plug-In.
Technically the source code plug-in implementations are stored in a separate include program and not as part of
the original source program
Two types of Source Code enhancements possible:

Implicit enhancement option


Explicit enhancement option

In order to implement any of these Source code enhancements, user needs to be in the Change Enhancement
mode (the spiral icon available in the editor) :

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Implicit Enhancement Option


Implicit enhancement option
Throughout the ABAP system, enhancement options are automatically available at certain pre-defined
places like

At the end of all the programs (Includes, Reports, Function pool, Module pool, etc.), after
the last statement

At the beginning and end of all FORM subroutines

At the end of all Function Modules

At the end of all visibility areas (public, protected and private) of local class
To view all the implicit options available in a source code, menu path is

Edit Enhancement Operations Show Implicit Enhancement Options

Place the cursor on any of these implicit options and choose Create Enhancement from the
menu to implement it .

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Explicit Enhancement Option


Explicit enhancement option
There are two types of Explicit Enhancement options available:
Enhancement Point- which can be provided at a specific place

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Enhancement Section- can be used to replace a set of statements

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contd..
When the Enhancement-Section is implemented-

Only the implementation gets executed and the original code doesnt get executed

It is a new technique indeed, which didnt exist previously in any of the old ways of
enhancing, to exclude any standard SAP code from execution

Because of this, there can be only one active implementation of an Enhancement-Section

On the other hand, there can be multiple active implementations of an Enhancement-Point,


in which case all the implementations will be executed with no guarantee in the order of execution.

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Type of Enhancements
The enhancement options can be of following types (as per the storage of enhancement options in Enhancement
Tree):

(Simple) Enhancement Spots:

Contains semantically related enhancement options

Composite Enhancement Spots :

(grouped together)
Comprises one or more of Simple and other Composite

Enhancement Spots

(Simple) Enhancement Implementations: Various related implementation elements are grouped


under
this

Composite Enhancement Implementations: Consists of one or more Simple and other Complex
Enhancement Implementations.

They can be viewed by two ways:

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Through SPAU_ENH transaction


Through Object Navigator (SE80)

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Transaction SPAU_ENH
The enhancement options can be
viewed through SPAU_ENH transaction:

Go to browser

Give the type of Implementation


(whether it is Enhancement
Implementation or Enhancement
Spot etc)

Give the name of the


implementation. Press Enter.

Click on ABAP. The


coding logic of the
implementation will be
visible

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Object Navigator (SE80)


The enhancement options can be
viewed through SE80 transaction:

Go to Repository Information

System
Go to Enhancement
Implementations
Give the name of the
implementation. Press Enter.

Click on ABAP.
The coding logic of
the implementation
will be visible

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Function Group Enhancement

Function modules can be enhanced by adding parameters to the standard function module interface

The parameters must be optional in nature, since if a mandatory parameter is added, then all calls will need to
get altered

From the menu, choose Function module -> Enhance interface to add optional parameters to a function module

One thing to be noted, any function module that is part of the Central Basis cannot be enhanced (for example:
function module REUSE_ALV_GRID_DISPLAY)

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Class Enhancement

The global Classes and Interfaces can be enhanced as follows:

Optional parameters can be added to existing Methods


New Methods can be added to the global Class / Interface
Pre-exit, Post-exit or Overwrite-exit can be added to an existing Method
The Pre and Post exits get executed before and after invoking the respective method. An automatically
generated local class stores all the methods.
To enhance a class, more specifically, to add new methods or parameters, menu path is Class -> Enhance

To add or delete the Pre/Post/Overwrite exit methods, menu option is Edit -> Enhancement operations.

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Kernel-BADI Enhancement
An improvement in old classic-BADI
Kernel-BADI is faster than old classic BADI
The old classic BADIs definition and implementation are achieved at the ABAP workbench level
(global classes and interfaces ). The new Kernel-BADI takes it to the ABAP language level.
To implement kernel BADI
An Enhancement Spot is needed to hold the BADI definitions. Again the BADI implementations must also
be
assigned to Enhancement Implementations. The BADI definition and implementation editors are integrated
into SE80.

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SUMMARY

218

Though this technology gives more control to user, but if not used properly, it can lead to disorder. As more
options are available, user should not make over-use of it.

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Setting CRM MW for BP and XIF

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SAP CRM is so well integrated with other SAP System

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SAP CRM Integration Tool : CRM Middleware

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SAP CRM Integration Technology


SAP CRM integrates with R3 / APO using BAPI structure
SAP integrates with BW /SEM using XML
SAP CRM makes communication within itself using Bdocs ( Business
Documents) and integrates with other SAP CRM systems like Mobile
Application using Bdocs.

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Setting Up Filter in CRM MW - I

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Setting Up Filter in CRM MW - II

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Setting Up Filter in CRM MW - III

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External Interface Adapter -XIF adapter


XIF adapter was incorporated into SAP CRM starting SAP CRM 3.X. This is
integrated with SAP CRM MW .
The advantage of using XIF over BAPI method is it has in built capacity to to
be accessed by RFC, Idoc and SOAP.
SAP CRM provides the XIF adapter for all major SAP components like Business
Partner, Product etc. If not, one can run the Execute
CRMXIF_MAPSEND_GENERATE after passing mBdoc name in
CRMXIF_BDOCIF. This will generate XIF adapter all by itself.

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XIF adapter generated for Marketing Object Automatically

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SAP CRM Well Integrated with ALE


SAP ALE (Application Link Enabling) technology enables to interface SAP
systems with other SAP systems and legacy systems. ALE is SAP proprietary
technology that enables data communications between two or more SAP
systems or between R/3 systems and external systems. With its ability to
reduce implementation time, ALE is emerging as the de facto interface
standard.

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BDFG A tool for generating API for Interface

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APIs generated for Interfaces automatically

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Integrating 3 technology : XIF, MW and ALE

For Initial load of data to legacy- you can


copy the program
CRMXIF_PARTNER_TEST and enhance
the selection criteria.
For delta A site for ALE needs to be set
up in Admin Console Transaction
SMOEAC

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More Enhancement and Limitations


More Enhancement - Inbound Interfaces can be build using LSMW
which will trigger XIF, followed by CRM MW to hit CRM system.
Limitations Filter using CRM MW is restricted with only those fields which exist in
BDoc Header. SAP does not provide all fields in the header for which
one can set the filter.
Similarly, there is no user exit, in case you want to enhance or
manipulate the Idoc triggered from the interface.

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Exercises

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Maintaining Org Model


Maintaining Org Model
You create an organizational model by creating organizational units
You display the organizational model or individual organizational units
You change the organizational model, that is, create new organizational units, and,
assign, schedule or delete these
You maintain attributes for organizational units

Maintaining Attributes
You maintain important data like address, validity period.
You define attributes for each organizational unit of each scenario, for example,
currency, region, product group
By assigning attributes, you maintain sales areas by assigning the attributes
distribution channel and division to a sales organization or its subordinate
organization

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Creating Organizational Model Manually in CRM

Create an organizational model in Customizing for CRM under Master Data


Organizational Management Organizational Model Create
Organizational Model, and define sales organizations, sales offices and sales
groups in it.

Enter the corresponding organizational units in the R/3 System (mapping).

Define the sales areas by assigning the sales organization, distribution


channels and divisions as attributes.

You can also assign distribution channels and divisions to organizational


units below a sales organization (for example, a sales office). The system
then reads the sales area with the higher-level sales organization.

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Hierarchy Maintenance
Creating Hierarchies
In the user menu, choose Maintain Categories and Hierarchies.
The Maintain Categories and Hierarchies screen appears with either the
locator or work area, depending on your user settings.
Choose Create Hierarchy.
The dialog box Create Hierarchy appears.
Enter a hierarchy ID and description, and choose Continue.
The hierarchy maintenance screen is then displayed.
If you want to assign category IDs using a numbering scheme, specify the
numbering scheme required.
Save your data.

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Category Maintenance
Creating Product Categories
In the user menu, choose Maintain Categories and Hierarchies.
The Maintain Categories and Hierarchies screen appears.
Double-click the required hierarchy from either the Worklist or Search tab page in the locator.
The hierarchy data is displayed in the work area.
Choose Create Category if the hierarchy is new and does not yet have any categories. This creates
a root in the hierarchy. Otherwise, double-click the category below which the new category is to be
created and choose Create Category.
Enter a category ID and description.
If necessary, specify a product type for the category so that you can assign set types and
relationship types to the category.
Enter data as required.
Choose the Set Types tab. For each set type, you can specify the view in which it appears in
product/object maintenance and its position in the view, for example, above or below another set
type . If you do not assign a view, the set type will appear in the Basic Data view.
Choose the Relationship Types tab and, if necessary, assign the relevant relationship types.
Save your data.

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Exercise on User-Exit and BADI


1. Exercise on User-Exit (Function-Exit)
Implement an User-Exit that will fire whenever you change any Customer
details. Code an Information message inside the User Exit code, so that when
you run XD02 after Activating the Project (thus the User Exit) this message is
displayed in a popup.
2. Exercise on Business AddIn (BAdi)
When the batch is created and then saved in transaction MSC1N, check if the
Total Shelf life of the Material is initial, and issue an information message and
prevents saving the batch.

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THANK YOU

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