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(3)  SAP AG 2004. © SAP AG 2006. . SAP ERP Central Component, SAP CRM 5.0. . 2006/Q2. . Material number: 50078977. .

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(5) &RS\ULJKW. &RS\ULJKW 6$3$*$OOULJKWVUHVHUYHG. 1RSDUWRIWKLVSXEOLFDWLRQPD\EHUHSURGXFHGRUWUDQVPLWWHGLQ DQ\IRUPRUIRUDQ\SXUSRVHZLWKRXWWKHH[SUHVVSHUPLVVLRQRI 6$3$*7KHLQIRUPDWLRQFRQWDLQHGKHUHLQPD\EHFKDQJHG ZLWKRXWSULRUQRWLFH.  SAP AG 2004. . . . Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.. .

(6) . This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages..

(7) 3UHUHTXLVLWHV 3UHUHTXLVLWHV. 7KH6$3&50FRXUVH. 5HFRPPHQGHG. ,QIRUPDWLRQIURPWKHOHDUQLQJPDSVIRU6$3&50DQG 6$3&50SURYLGHVPRUHLQGHSWKNQRZOHGJHRIWKHIXQFWLRQV &XVWRPHUVDQGSDUWQHUVFDQUHJLVWHUWKHOHDUQLQJPDSVIRU P\6$3 &50RQWKH6$36HUYLFH0DUNHWSODFHDW KWWSVHUYLFHVDSFRPRNS DQGFDOOWKHPXS DW KWWSVHUYLFHVDSFRPUNWFUP. 2.3 VWDQGV IRU 6$32QOLQH.QRZOHGJH3URGXFWV.  SAP AG 2004. . The SAP CRM three-day course presents the key areas of the mySAP CRM application. These include, for example, the key functions Marketing and Sales and Service and also the contact channels Interaction Center, Field Applications, E-Commerce and Channel Management. You must have a license to call up a learning map. License costs are payable for each authorized user and each learning map (application/release). You will find more information and a comprehensive range of offers on the SAP Service Marketplace at http://service.sap.com/okp.. .

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(10) &RXUVH2XWOLQH. 8QLW . . . P\6$3 &50± $Q2YHUYLHZ. . 7UDQVDFWLRQ 3URFHVVLQJ. 2UJDQL]DWLRQDO0DQDJHPHQW. . 3DUWQHU3URFHVVLQJ. %XVLQHVV3DUWQHUV. 3URGXFW0DVWHU. . . $FWLYLW\ 0DQDJHPHQW. $FWLRQV. 3ULFLQJ)XQGDPHQWDOV. &50%LOOLQJ. &500LGGOHZDUH. 3HRSOH&HQWULF&50 $SSHQGL[.  SAP AG 2004. . In this course, neither key functions nor contact channels are dealt with in detail. The course focusses more on themes of a “generic” nature (for example, master data and general concepts of transaction processing). The following courses, among others, can provide you with more in-depth knowledge: y CR300 – CRM Sales y CR310 – Mobile Application Studio y CR400 – CRM Interaction Center Win Client y CR410 – CRM Interaction Center Web Client y CR500 – CRM Middleware y CR600 – CRM Marketing y CR700 – CRM Service y CR800 – CRM E-Commerce y CR900 – Analytical CRM. .

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(14) P\6$3 &50² $Q2YHUYLHZ%XVLQHVV6FHQDULR. <RXUHQWHUSULVHKDVFKRVHQP\6$3 &50DVLWV DSSOLFDWLRQIRUFXVWRPHUUHODWLRQVKLSPDQDJHPHQW 7KHUHIRUH\RXZDQWWREHFRPHIDPLOLDUZLWKWKHNH\ FDSDELOLWLHVP\6$3 &50RIIHUV<RXDOVRZDQWWR IDPLOLDUL]H\RXUVHOIZLWKWKHP\6$3 &50DUFKLWHFWXUH. .  SAP AG 2004. © SAP AG. CR100. 1-4.

(15) &XVWRPHU&HQWULF(%XVLQHVVZLWKP\6$3 &50. $&RPSOHWH$SSOLFDWLRQ. &RPSUHKHQVLYHDQG6XSSRUWLQJ)XQFWLRQV. .  SAP AG 2004. . . . Today’s complex customer problems require a deployable customer relationship management (CRM) application that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organization’s customers. mySAP CRM combines extensive functional capabilities in the core areas of marketing, sales and service with award-winning analytics that are directly built in to the primary interaction channels used by organizations when interacting with their customers. All this functionality enables the closed-loop interaction cycle underlying mySAP CRM’s unique value propositions. mySAP CRM is built on an open, reliable, secure, and scalable technology platform. The comprehensive range of services offered by SAP help to ensure quick implementation of mySAP CRM and support the ongoing optimization of the application environment.. © SAP AG. CR100. 1-5.

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(17) . CED//FG HIF. 6$3 1HW:HDYHU 3RUWDO. $2%'& JK18LNM1 @=O 12P Q/R. 6$36&0. .  SAP AG 2004. . mySAP Customer Relationship Management (mySAP CRM) is a part of the mySAP Business Suite and contains a central CRM server which can access the system by means of various channels. Additionally, the CRM server can connect to other systems. The following functions are supported in mySAP CRM: y Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or email to contact sales or service representatives. y Internet access: Users can configure and order products or services using the Internet components of mySAP CRM. y Mobile clients and handheld devices: The mobile sales force or mobile service engineers can connect to the SAP CRM system from their laptop computers or other mobile terminals to exchange the latest information with the central CRM server. The mySAP CRM application offers you the following fully integrated connections: y The SAP CRM System as a central CRM server with its application components y SAP ERP Central Component as a back-end system with proven ERP functions y BI functions of SAP NetWeaver with comprehensive statistical and analysis capabilities y The SAP system as a global Available-to-Promise (ATP) check and demand planning solution y The SAP NetWeaver Portal as a tool that provides you with integrated access to all systems. © SAP AG. CR100. 1-6.

(18) 6$3&50DQG2WKHU6$36\VWHPV. (53. 6$3&50. e ^ f n !8#\c"dobdo 6c e ^fgf aa cihjd?c ^_I` 'a "b8#?c"d kl ma "b8#\c"d. X Y6UZ\[Y!8] GHSHQGVRQUHOHDVH. pqsr t'u. pqsr p . .  SAP AG 2004. . Data is exchanged between the CRM system and a connected ERP system (SAP R/3 Release 3.1I and higher) mainly by means of the CRM middleware. A plug-in installed on the ERP system acts as a counterpart to the R/3 adapter, supporting the data communication between the two systems. The data exchange includes an initial transfer of customizing data, master data and transaction data to the CRM system, as well as delta data in both directions.. . You will find more information on SAP R/3 plug-ins on the Service Marketplace: http://service.sap.com/r3-plug-in. Note in particular that there are dependencies on the ERP system.. . SAP ECC 6.00 and later releases will contain all the required interfaces for the technical integration with other SAP components that have been components of the SAP R/3 plug-ins up to now.. © SAP AG. CR100. 1-7.

(19) 6$31HW:HDYHU 3RUWDOWKH)RXQGDWLRQRI 3HRSOH&HQWULF&50 3URYLGHVXVHUVZLWKHDV\ DFFHVVWRPXOWLSOH VRXUFHV $SSOLFDWLRQV± P\6$3 &50 (53QRQ6$3V\VWHPV 6$31HW:HDYHU %XVLQHVV ,QWHOOLJHQFH± &50 $QDO\WLFV 'RFXPHQWV± ,QIR&HQWHU ZLWKDGGLWLRQDOPDWHULDOIRU 6DOHV 7KH,QWHUQHW± QHZVRQ PDUNHWWUHQGVDQG FRPSHWLWRUVIRUH[DPSOH. .  SAP AG 2004. . . . A portal enables personalized access to appropriate information – transactional, analytical and Web content from various sources – for specific purposes. Portals help to procure information. The information is often scattered in various formats in various filing systems, such as file servers, Web servers and databases. The task of the portal is to provide this information specifically to the user at a single source. The relevant information and applications are consolidated for the users by content editors and portal administrators. For users, portals have advantages because the cumbersome search for information and applications is no longer necessary. The portal server creates the HTML pages from the various sources. Content metadata and user data is stored in the persistence layer. Other components of the SAP Enterprise Portal enable single signon (based on the Lightweight Directory Access Protocol (LDAP) for user management) and session management for locking and unlocking data. The unification server and the unifiers provide information from the various back-end systems on how to relate one set of data to another (drag and relate functionality). The processing and supplying of unstructured information takes place through the Knowledge Management component of the portal.. © SAP AG. CR100. 1-8.

(20) 3HRSOH&HQWULF8VHU,QWHUIDFH2YHUYLHZ &HQWUDOVHDUFK. 'HWDLOHG YLHZRID &50 WUDQVDFWLRQ. .  SAP AG 2004. . The screenshot shows y The FHQWUDOVHDUFK, highlighted (it is defined in Customizing that the central search is located in the header area of the portal desktop so that it is always visible and accessible, no matter which application of the People-Centric UI you are currently in). y The GHWDLO view of a standard opportunity in the People-Centric User Interface (PC UI). Along with the detail view there is also a OLVW view and a VXPPDU\ Using function key F11 you can maximize the browser window.. © SAP AG. CR100. 1-9.

(21) 6WUXFWXUHRI%XVLQHVV7UDQVDFWLRQVRQ6$3*8, /RFDWRU. :RUN$UHD 7RROEDU +HDGHUGHWDLOV. ,WHPOLVW. ,WHPGHWDLOV. .  SAP AG 2004. . The screenshot shows the typical User Interface (UI) of a transaction in the “Sales” area. Because some transaction types do not contain items (for example, activities), the screen does not display an item list or item details section when you are using these transactions.. © SAP AG. CR100. 1-10.

(22) :RUNLQJZLWK%XVLQHVV7UDQVDFWLRQVRQ6$3*8, 'LVSOD\RU KLGHORFDWRU. 6SHFLILFVHWWLQJV. $SSOLFDWLRQORJ 'LVSOD\VPHVVDJHV. 0D[LPXP PLQLPXP GLVSOD\. *HQHUDOVHWWLQJV &RPSUHVV KHDGHUGDWD. :RUNZLWKVHYHUDO GRFXPHQWVLQSDUDOOHO. .  SAP AG 2004. . The screen shot shows a standard sales transaction. The application log displays information (green circle), warning (yellow triangle) and error (red square) messages. In an SAP CRM system it is possible to save a business transaction although it is erroneous. It is possible to group additional customer-specific messages in the application log. Take a look at the IMG documentation %XVLQHVV$GG,QIRU&XVWRPHU(QKDQFHPHQWVDW+HDGHU/HYHO to find out more about it. Settings offer several more options, for example, flags to enable “Open Transaction Last Processed” and to display a “Save and New” button.. © SAP AG. CR100. 1-11.

(23) /RFDWRURQ6$3*8, :RUNOLVW. 2SHQWUDQVDFWLRQV. )LQG. 2WKHUWUDQVDFWLRQV. &DOHQGDU. $SSRLQWPHQWVDQGWRGROLVWV. +LWOLVW. .  SAP AG 2004. . The Locator includes various functions that are used to find transactions, tasks and appointments. Within the worklist, you can find transactions belonging to you, your department, and your group. With )LQG, you can search for different documents using various search criteria, such as transaction type or transaction types with a specific sold-to party. It is also possible to perform follow-up transaction processing and, for example, to create a follow-up quotation from an opportunity. It is also possible to create a follow-up transaction from multiple similar transactions. Within the &DOHQGDU tab, you can display either appointments or tasks to do. The values in the pull-down list are dependent on the application you are using.. © SAP AG. CR100. 1-12.

(24) P\6$3 &50² $Q2YHUYLHZ8QLW6XPPDU\ <RXVKRXOGQRZEHDEOHWR. 'HVFULEHWKHVFRSHRIWKHP\6$3 &50DSSOLFDWLRQ. 'HVFULEHWKHYDULRXVFRPSRQHQWVRIWKHP\6$3 &50DUFKLWHFWXUH. 'HILQH&50PLGGOHZDUH. ([SODLQWKHEDVLFVRIGDWDPDLQWHQDQFH. .  SAP AG 2004. . © SAP AG. CR100. 1-13.

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(26) ([HUFLVHV 8QLWP\6$3&50±$Q2YHUYLHZ. 7RSLF/RJRQDQG8VHU'HIDXOW6HWWLQJV. At the conclusion of this exercise, you will be able to: • Logon to the CRM system • Change user settings for the business partner maintenance • Change user settings for the transaction maintenance You want to familiarize yourself with two different transactions and with the user default settings relating to them. To do this, you start the business partner and transaction maintenence in the SAP CRM system. 1-1. Logging on to the CRM system. 1-1-1 Log on to the SAP CRM system with a prepared user name and the corresponding password.. The instructor will provide you with logon data.. 1-2. Default settings for the transaction for maintaining business partners. 1-2-1 Start the transaction for maintaining business partners and change a number of the default settings for this transaction for your user, so that. - the type of maintenance for the business partner is set to the 6HWWLQJ/DVW6HOHFWHG. - the type of maintenance for the relationships is set to &KDQJH. - the display of the locator is set to 1DUURZF. 1-2-2 Open the business partner with the last name 0HJDVWRUH and switch to the change mode, if necessary. 1-2-3 Leave the transaction and start it again. Have your default changes been included?. © SAP AG. CR100. 1-15.

(27) 1-3. Default settings for the transaction for maintaining activities/transactions. 1-3-1 Start the transaction for maintaining activities and change a number of the default settings for this transaction for your user, so that - the display type for the locator is set to 0LQ/RF. - a button is set to the business transaction type (sales call). This enables you to quickly create an activity of the type Sales Call. 1-3-2 Leave the transaction and start it again. Have your default changes been included? 1-3-3 With the help of the locator you select all the transactions created by the business partner TRAINING.. © SAP AG. CR100. 1-16.

(28) 'DWD6KHHW In the various exercises in this course, data is created which you will be requiring again throughout the course. You can use this sheet to make a separate note of the data in the exercises that is indicated by >o'DWDVKHHW@. 8QLW. 7\SHRI'DWD. 1XPEHU9DOXH. Business Partners. Customer. Business Partners. Contact person. Business Partners. Employee. Organizational Model. Organizational unit ID O. Organizational Model. Determination rule. Product Master. Product. 5HPDUN. Transaction Processing Quotation. © SAP AG. CR100. 1-17.

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(30) P\6$3&50±$Q2YHUYLHZ6ROXWLRQV 8QLWP\6$3&50±$Q2YHUYLHZ. 7RSLF/RJRQDQG8VHU'HIDXOW6HWWLQJV. 1-1. Logging on to the CRM system. 1-1-1 Log on to the SAP CRM system with a prepared user name and the corresponding password.. The instructor will provide you with logon data.. 1-2. Default settings for the transaction for maintaining business partners. 1-2-1 Start the transaction for maintaining business partners and change a number of the default settings for this transaction for your user, so that. - the type of maintenance for the business partner is set to the 6HWWLQJ/DVW6HOHFWHG. - the type of maintenance for the relationships is set to &KDQJH. - the display of the locator is set to 1DUURZ. Choose6$30HQXo0DVWHU'DWDo0DLQWDLQ%XVLQHVV3DUWQHU Choose([WUDVo6HWWLQJVor alternatively the. icon. Make the settings as indicated in the exercise.. 1-2-2 Open the business partner with the last name 0HJDVWRUH and switch to the change mode, if necessary. Choose%XVLQHVV3DUWQHUo2SHQRU alternatively the Use the search help 3DUWQHUE\DGGUHVV. LFRQ. 0HJDVWRUH. Name1/Last Name:. Choose 6WDUW6HDUFK.. Choose &RS\. Choose (QWHU. If the data displayed is not ready for input (fields grayed out), switch to the change mode by choosing %XVLQHVV3DUWQHU o'LVSOD\!&KDQJHor alternatively the icon.. © SAP AG. CR100. 1-19.

(31) 1-2-3 Leave the transaction and start it again. Have your default changes been included? Choose%XVLQHVV3DUWQHUo([LWor alternatively the. icon. Choose6$30HQXo0DVWHU'DWDo0DLQWDLQ%XVLQHVV3DUWQHU. <HV, the default settings have been included after the transaction is restarted.. The locator is displayed as Min. Loc and the business partner can be changed. 1-3. Default settings for the transaction for maintaining activities/transactions. 1-3-1 Start the transaction for maintaining activities and change a number of the default settings for this transaction for your user, so that - the display type for the locator is set to 0LQ/RF. - a button is set to the business transaction type (sales call). Choose6$30HQXo$FWLYLWLHVo0DLQWDLQ$FWLYLWLHV Choose ([WUDVo6HWWLQJVor alternatively WKH. LFRQ. Change the display type of the locator on the *HQHUDO tab page and give button 1 the value on the 6SHFLILFtab page.. 1-3-2 Leave the transaction and start it again. Have your default changes been included?. <HV, the default settings have been included after the transaction is restarted. The locator is displayed as Min. Loc and you see the 6DOHVFDOO button. 1-3-3 With the help of the locator you select all the transactions created by the business partner TRAINING. In the locator, you select the )LQG tab page.. Find: By: Created by:. $OO. %XVLQHVV7UDQVDFWLRQ1XPEHU&UHDWHGE\. 75$,1,1*. Choose67$57 A list of entries is generated corresponding to the search criteria.. © SAP AG. CR100. 1-20.

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(41). %30DVWHU'DWD %30DVWHU'DWD LQ6$3&50 LQ6$3&50. %XVLQHVV3DUWQHU %XVLQHVV3DUWQHU 3URFHVVLQJ 3URFHVVLQJ LQ6$3&50 LQ6$3&50. ,QWHUQHW ,QWHUQHW 6HOI 5HJLVWUDWLRQ 6HOI 6HOI5HJLVWUDWLRQ 3HRSOH &HQWULF 3HRSOH 3HRSOH&HQWULF &50 &50 P\6$3 P\6$3 &50 &50 )LHOG )LHOG $SSOLFDWLRQV $SSOLFDWLRQV P\6$3 P\6$3 &50 &50 ,QWHUDFWLRQ&HQWHU ,QWHUDFWLRQ&HQWHU. .  SAP AG 2004. Business partner data is used in many business transactions. The system proposes business partner master data in the appropriate fields when, for example, you create a sales order in mySAP CRM. A business partner can be created in the CRM enterprise from many sources, as shown in the figure: y Internet Self-Registration: With the E-Commerce function, a consumer can register himself. The business partner is created automatically in CRM Enterprise. y CRM Mobile Client: With the Field Application function, a sales representative can create or change the business partner data. When the sales representative synchronizes the laptop computer with CRM Enterprise, the data is transferred. y mySAP CRM Interaction Center: With either the IC Win Client or the IC Webclient, an agent can create or change the account information. This data is transferred to CRM Enterprise. y Business Partner maintenance in SAP CRM: The user can create or change the business partner directly in CRM by means of a transaction. y SAP NetWeaver BI (Leads): This allows you to import lists into SAP NetWeaver BI that you can then transfer into the CRM system using the Segment Builder. y External List Management (Marketing): This scenario requires that addresses rented from address providers be deleted from the system after a certain number of contacts or after a certain period if no positive reaction is elicited from the business partner. A positive reaction can be defined as a positive inbound contact. The number of permitted contacts or the period in which the addresses can be used is defined in the contract conditions of the address provider. The logging of all interactions in External List Management with the rented business partners makes it possible for all participants to view at any time whether an address can be added to the customer master data of the company or whether it must be deleted because the agreed period has elapsed (or because the maximum number of contacts have been made).. © SAP AG. CR100. 2-5.

(42) 6$3%XVLQHVV3DUWQHU 3DWLHQW. %XVLQHVV3DUWQHU 5HODWLRQVKLSV. /RDQ UHFLSLHQW. 7HQDQW. (PSOR\HH. &UHGLWRU. 6$3%XVLQHVV 6$3%XVLQHVV 3DUWQHU 3DUWQHU. 6XSSOLHU. &XVWRPHU. 'HEWRU. 2UJDQL]DWLRQDO XQLW. 1HXWUDO. 3HUVRQVRUJDQL]DWLRQVJURXSV &URVVDSSOLFDWLRQ. .  SAP AG 2004. The 6$3EXVLQHVVSDUWQHU allows the standardized maintenance of business partners across components. Application-neutral data, such as name, address, bank details, and payment cards, is mapped. Here the particular requirements for mapping organizations, groups and persons are taken into consideration. The business partner model in the CRM system differs from that of the ERP backend system (customer).. . © SAP AG. CR100. 2-6.

(43) %XVLQHVV3DUWQHU&DWHJRU\. 3HUVRQ. 2UJDQL]DWLRQ. *URXS. .  SAP AG 2004. . . . A EXVLQHVVSDUWQHU can be a person, a group of people, or an organization, representing a business interest. A business partner is specified as a SHUVRQ (for example, a private person), group or organization (legal person or part of a legal person, for example, department) by means of the EXVLQHVVSDUWQHU FDWHJRU\. A JURXS specifies a shared living arrangement, a married couple, or an executive board. When a group is created, the corresponding partner group type must be entered. The RUJDQL]DWLRQ represents units such as a company, a division of a company, a club, or an association. In addition to a legal person, parts of a legal person can be mapped as a business partner. 2UJDQL]DWLRQ acts as an umbrella term to depict all conceivable occurrences in daily business activities. In this way, a subsidiary or a purchasing department represents only parts of a legal person. The business partner category must be defined when creating a new business partner and it FDQQRW EH FKDQJHGODWHURQ.. © SAP AG. CR100. 2-7.

(44) *URXSLQJ %XVLQHVV3DUWQHU &DWHJRU\ *URXSLQJ. z %XVLQHVV3DUWQHUV. *URXSLQJ z 1XPEHU UDQJHV z )UHHO\ GHILQDEOH FULWHULD z 6WDQGDUGJURXSLQJ. $EXVLQHVVSDUWQHUPXVWEHDVVLJQHGWRDJURXSLQJ 7KHJURXSLQJFRQWUROVWKHQXPEHUUDQJH. ,QWHUQDODQGH[WHUQDOQXPEHUDVVLJQPHQWLVSRVVLEOH 7KHJURXSLQJLVGHILQHGLQ&XVWRPL]LQJ. <RXFDQPDNHVHWWLQJVIRUVWDQGDUGJURXSLQJV. .  SAP AG 2004. A EXVLQHVVSDUWQHUJURXSLQJ classifies business partners according to user-defined criteria. The Customizing transaction appears as follows: y Definition of number ranges for business partners y Definition of groupings for business partners and assignment of number ranges When creating a business partner, internal number assignment is the default. Alternatively if you want to use external number assignment, you must choose the relevant grouping and enter the external number. You can define standard groupings in Customizing. This means that a grouping is automatically selected if a business partner is created without entering a business partner number or grouping (with internal number assignment) or if a partner number but no grouping is entered (with external number assignment). Path in Customizing: 6$3,PSOHPHQWDWLRQ*XLGH→&URVV$SSOLFDWLRQ&RPSRQHQWV→6$3 %XVLQHVV3DUWQHU→%XVLQHVV3DUWQHU→%DVLF6HWWLQJV→1XPEHU5DQJHVDQG*URXSLQJV. . © SAP AG. CR100. 2-8.

(45) %XVLQHVV3DUWQHU5ROHV. &XVWRPHU &XVWRPHU. %LOOUHFLSLHQW %LOOUHFLSLHQW. ,QYRLFH. 3D\HU 3D\HU. $UROHRIIHUVDSDUWLFXODUYLHZRIWKH%3PDVWHU $UROHRIIHUVDSDUWLFXODUYLHZRIWKH%3PDVWHU. .  SAP AG 2004. . A business partner can come into contact with an enterprise in various situations. Depending on which business processes the business partner is involved in, completely different information about the business partner may be needed. For example, for the goods delivery transaction, information about the shipping and delivery conditions is required; for the sales order transaction, delivery dates and payment conditions are relevant. You can create more than one business partner role for a business partner. General information such as name, address, and bank details, only has to be entered once. All applications or industry business solutions using the SAP Business Partner function provide special business partner roles. Each partner role contains various data sets: y General data y CRM-specific data y Relationships. © SAP AG. CR100. 2-9.

(46) 'DWD 6HWV. 5ROH&RQWDFWSHUVRQ $GGUHVV. $GGUHVV. 5ROH6KLSWRSDUW\ $GGUHVV. 3HUVGDWD. 3HUVGDWD. . 6HOOLQJ 6KLSSLQJ. *HQHUDOGDWD *HQHUDOGDWD. 6KLSSLQJ. . %LOOLQJ. . &50VSHFLILFGDWD &50VSHFLILFGDWD. %XVLQHVVSDUWQHUPDVWHUGDWDVHWV. (DFKUROHRIIHUVDGLIIHUHQWYLHZRIWKH%3PDVWHU. .  SAP AG 2004. <RXFDQXVHGDWDVHWV as building blocks for defining business partner roles in the business processes of your enterprise. The following data sets are available in SAP CRM: y General data: address, personal data, bank details y CRM-specific data: sales, shipping, billing, classification, hours and excluded partner functions y Relationships Attributes frequently used together are grouped in set types. For example, the set type “shipping” contains attributes such as shipping conditions and delivery priority. Business processes that refer to a business partner require different parts of the business partner data. You can maintain different sets depending on the partner role.. . © SAP AG. CR100. 2-10.

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(49) IRUH[WHUQDOWRROV . 3RVWDOYDOLGDWLRQ. . (UURUWROHUDQWVHDUFK. &KHFNIRUGXSOLFDWHHQWULHV. *BAdI = Business Add-In. .  SAP AG 2004. . SAP Business Address Services (BAS) is used for maintaining BP address data. You can maintain any number of addresses for each business partner. One address per business partner is always flagged as being the standard address. You can define address usages by assigning the different addresses to the relevant business processes. Postal data and information on different communication types, such as phone numbers, fax numbers and e-mail, can be assigned to the address. If you have only the name and the (mobile) phone number of a business partner but you don’t know the address, you can create a BP with this address-independent communication data. A postal validation for the postal code, the city and the street can be carried out by checking against the SAP Regional Structure. You can also use external software for postal validation, checks for duplicates, and error-tolerant searches. (For more information, please see SAP Note 176559.) The following are examples of possible checks: y Postal codes, cities and streets, and combinations of all of them are checked for consistency. During the check, missing elements are added. For example, if you enter only the city, the postal code is added. y When you create and change a business partner, several phonetically similar, existing BPs are proposed for comparison purposes. This prevents you from creating the same partner more than once.. © SAP AG. CR100. 2-11.

(50) 6$3%XVLQHVV3DUWQHU5HODWLRQVKLSV 8VHGIRUGHVFULELQJUHODWLRQVKLSVEHWZHHQEXVLQHVV SDUWQHUV $WWULEXWHVGHVFULEHUHODWLRQVKLSV. 6RPHUHODWLRQVKLSVDUHWLPHGHSHQGHQW. 50*,QF. 6PLWK 3DUWQHUV 6PLWK 3DUWQHUV. %XVLQHVV3DUWQHUV 1R. %XVLQHVV3DUWQHUV 1R. 0D\± 0D\± 0DUFK 0DUFK ,VVKDUHKROGHURI ,VVKDUHKROGHURI . .  SAP AG 2004. . . A EXVLQHVVSDUWQHUUHODWLRQVKLS forms a business-relevant connection between two business partners. To show that two business partners have a particular relationship to one another, we assign them a UHODWLRQVKLSFDWHJRU\. By entering a start and end date, a business partner relationship can be given a time limit. In this way, you can, for example, obtain an overview of those periods during which a particular company operated as a shareholder of an organization. Existing relationships can be extended by adding attributes and new relationship categories via the Business Data Toolset (BDT). For this, you use the BP Relationships task level menu, which you access with transaction /nBUMR.. © SAP AG. CR100. 2-12.

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(52). &RQWDFW 3HUVRQ5HODWLRQVKLS KDVFRQWDFW SHUVRQ 2UJDQL]DWLRQ )XQFWLRQ. LVFRQWDFWSHUVRQRI. 5HODWLRQVKLS$WWULEXWHV. 'HSDUWPHQW $XWKRULW\. 3HUVRQ 3HUVRQ. (PSOR\HH UHVSRQVLEOH. &RPPXQLFDWLRQ GDWD. .  SAP AG 2004. . . . %XVLQHVVSDUWQHUUHODWLRQVKLSFDWHJRULHV describe the business-relevant relationship between business partners. The relationship category describes the properties of a relationship and characterizes it with attributes. There is a difference between a one-way business partner relationship category and an undirected business partner relationship category. In a one-way relationship category, the relationship extends from one partner to another, but not vice versa (for example, “is employee of”). An example of an undirected relationship is “is married to”. With the business partner relationship category, you determine whether only one relationship of this category can be created (for example, “is married to”), or whether several relationships of this category can be created at the same time (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).. © SAP AG. CR100. 2-13.

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(78) . #. 0LQLWHPSODWH ! "4N 34#. ! 0LQLWHPSODWH 4.+ N " #. 7HPSODWH O@P I P Q EK>RTSJ= ;EU> OVP I P Q E7>RTSJ= ; E7> OVP I P Q E7>RTSJ= ; E7> OVP I P Q E7>RWSJ= ; E7>. .  SAP AG 2004. . In the first step, you define the required mini-template and enter the corresponding data. These minitemplates are sales area-independent and cannot themselves be used for the assignment of sales areadependent data. In the second step, you combine the sales area-dependent mini-templates (without data) with the sales area-independent mini-templates (with data). You choose &UHDWHWHPSODWH, select the application object BUPA and a mini-template type (sales area-dependent) and enter a mini-template ID. Next you choose $GGURZ and enter the required sales data (sales organization, distribution channel and division). In the next dialog box, you choose $GG URZ and enter a sales area (you repeat this step as often as necessary). In order to then assign the data, you enter the corresponding sales area-independent mini-template. After you have created the required mini-templates for your data sets, you assign the mini-templates to templates. You can now assign the templates on the 7HPSODWHV tab page of the business partner maintenance to a business partner. The template type CRM_SALES is contained in the standard CRM system. The entry in the 7HPSODWHW\SH field specifies whether the corresponding template type on the 7HPSODWHV tab page of the business partner maintenance is available for the selection of templates. A template type can only be selected there when the 2QO\UHIHUHQFHSRVVLEOH field is active. You can only change the setting for the 2QO\UHIHUHQFHSRVVLEOH field when all the assigned mini-template types have this setting.. © SAP AG. CR100. 2-15.

(79) 6WUXFWXUHRIWKH%XVLQHVV3DUWQHU*URXS+LHUDUFK\ +LHUDUFK\ WUHHV DUHXVHGWR PDSEXVLQHVVSDUWQHUJURXS KLHUDUFKLHVLQ&50. )RUH[DPSOHSXUFKDVLQJ FROODERUDWLRQFKDLQV DQGVRRQ. %XVLQHVVSDUWQHUVDUH VXEVHTXHQWO\DVVLJQHGWRWKH KLHUDUFK\QRGHV. %3 %3. %3 %3. %3 %3. %3 %3. %3 %3. %3 %3. %3 %3. %3 %3. %3 %3. %3 %3. .  SAP AG 2004. . Business partner group hierarchies consist of hierarchy nodes. Business partner master records are subsequently assigned to the hierarchy nodes. Group hierarchies can be transferred to the 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 there 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. Three preconditions for transferring a customer hierarchy from the ERP backend y Initial data exchange: object DNL_CUST_THIT y Mapping the SAP ERP customer hierarchy type onto the CRM business partner group hierarchy type. y 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.. © SAP AG. CR100. 2-16.

(80) *URXS+LHUDUFK\ &DWHJRULHV 3ULFLQJ Conditions and price agreements are assigned to hierarchy nodes.. XY XYP P ??Z Z [_[]\\I ICE]E_^^ ` `. Conditions and price agreements apply for all business partners who are assigned to the subordinate hierarchy nodes, dependent on the Customizing settings for pricing.. %3 %3 %3 %3. 5HSRUWLQJVWUXFWXUH. Business partners are grouped together in a hierarchy for statistical and analysis purposes.. %3 %3. %3 %3. %3 %3. %3 %3 %3 %3. %3 %3 %3 %3 %3 %3 %3 %3. %3 %3 %3 %3 %3 %3 %3 %3 %3 %3 %3 %3. .  SAP AG 2004. . You can create group hierarchies of different categories, for example, a group hierarchy of the category 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. In a business partner group hierarchy of the category “ pricing” , 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. A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well as from business partner to hierarchy node.. © SAP AG. CR100. 2-17.

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(83) )LHOGDWWULEXWHV )LHOGDWWULEXWHV. 6$3&50 *URXSLQJ *URXSLQJ aa. 'HWHUPLQHVWKHQXPEHUUDQJH 'HWHUPLQHVWKHQXPEHUUDQJH. %XVLQHVV3DUWQHU5ROH %XVLQHVV3DUWQHU5ROH aa aa. 3URYLGHVGLIIHUHQWYLHZVRI%3GDWD 3URYLGHVGLIIHUHQWYLHZVRI%3GDWD GHSHQGHQWRQGLIIHUHQWSURFHVVHV GHSHQGHQWRQGLIIHUHQWSURFHVVHV 'HWHUPLQHVWKHILHOGDWWULEXWHV 'HWHUPLQHVWKHILHOGDWWULEXWHV. 'DWD6HWV 'DWD6HWV aa. 'HSHQGVRQSURFHVVHVLQZKLFKD 'HSHQGVRQSURFHVVHVLQZKLFKD EXVLQHVVSDUWQHUFDQEHXVHG EXVLQHVVSDUWQHUFDQEHXVHG. &ODVVLILFDWLRQ &ODVVLILFDWLRQ aa. 'HILQHVWRZKLFK6$35DFFRXQW 'HILQHVWRZKLFK6$35DFFRXQW JURXSDEXVLQHVVSDUWQHULV JURXSDEXVLQHVVSDUWQHULV PDSSHG PDSSHG. .  SAP AG 2004. . There are contrasting data models within SAP R/3 / ECC and SAP CRM: The business partner concept in CRM is more flexible than the customer master in SAP R/3 / ECC. The ERP system and SAP CRM also incorporate different independent concepts for the number range assignment, the data display and the data usage. For this reason, you cannot use the business partner role and business partner grouping for mapping to account groups. To map to account groups, you use the classification. SAP R/3 / ECC and SAP CRM also have two different concepts for the use of business partners in business processes (for example, in an order). In the ERP system you can only use a customer 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).. © SAP AG. CR100. 2-18.

(84) 0DSSLQJRI&ODVVLILFDWLRQVDQG$FFRXQW*URXSV. &50 %3UROH. &ODVVLILFDWLRQ &ODVVLILFDWLRQ. &XVWRPHU. &XVWRPHU &XVWRPHU. 3URVSHFW. 3URVSHFW 3URVSHFW. &RPSHWLWRU. &RPSHWLWRU &RPSHWLWRU. &RQVXPHU. &RQVXPHU &RQVXPHU. (53 $FFRXQW $FFRXQW JURXS JURXS. . 3DUWQHUUROH bBc d

(85) e fg,h i jkl mCn/e fYmCoiKe p q l r r n"e/fsmoiKe p t o phLi. . .  SAP AG 2004. . A mapping structure exists between business partners in SAP CRM and ERP customers (in both directions). In the ERP system you can see this mapping using transaction / nPIDE. You should create your own account group for the data transfer from SAP CRM to SAP R/3 / ECC. The indicator 5HQWHG$GGUHVV is sometimes used. Business partners with the classification 5HQWHG $GGUHVV are QRW distributed to the ERP system, irrespective of their other classifications. You cannot define your own classifications. With SAP CRM 4.0, in the CRM business partner you can maintain the field $FFRXQW*URXS 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 &XVWRPHU and the customer is assigned to exactly one account group.. © SAP AG. CR100. 2-19.

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(88) ,QWHUQDOQXPEHUUDQJH . &XVWRPHU ([WHUQDOQXPEHUUDQJH . .  SAP AG 2004. . Objective: you want to have identical numbers for the business partners in both systems The internal number range within SAP CRM corresponds to an external number assignment in the ERP system. Thus a business partner is given the same number in both systems. Generally speaking, an active ERP system already exists and the number ranges in SAP ERP are already defined. 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. You define the number ranges in the ERP system and assign them to account groups in the Implementation Guide (IMG) as follows: y *HQHUDO/RJLVWLFV→%XVLQHVV3DUWQHU→&XVWRPHUV→&RQWURO→'HILQHDQG$VVLJQ&XVWRPHU 1XPEHU5DQJHV. You define the number ranges in SAP CRM in the IMG as follows: y &URVV$SSOLFDWLRQ&RPSRQHQWV→6$3%XVLQHVV3DUWQHU→%XVLQHVV3DUWQHU→%DVLF6HWWLQJV →1XPEHU5DQJHVDQG*URXSLQJV→'HILQH1XPEHU5DQJHV. For the data exchange to be successful, you must ensure that the field control (mandatory fields) between the CRM system and the ERP system matches.. © SAP AG. CR100. 2-20.

(89) ([WHQVLELOLW\)XQFWLRQV %35ROHVDQG5HODWLRQVKLSV Include additional attributes in roles and relationship categories Create additional roles Create new relationship categories. ([WHQVLRQRIXVHULQWHUIDFHLVXQDIIHFWHGE\6$3UHOHDVH XSGDWHV New fields can be added to existing screens Screen sequences can be extended with new screens. ([WHQVLRQE\DSSOLFDWLRQV SAP applications Development partners Customers. .  SAP AG 2004. . You can extend business partner relationships by defining screen layout and screen sequences in control tables. You can also use defined interfaces to install program logic. You can make the following release-independent enhancements without modifying the software: y Enhance an existing business partner relationship category with user-defined attributes. To do this, you implement the necessary program logic with defined interfaces. y Enhance business partner relationships with user-defined relationship categories. To do this, you make the necessary entries in the control tables.. © SAP AG. CR100. 2-21.

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(91). &RQILJXUDWLRQE\ GUDJJLQJDQG GURSSLQJ. 6FUHHQOD\RXW DQGVFUHHQ VHTXHQFH 6XEVFUHHQV. *HQHUDWLRQRI VFUHHQ FRQWDLQHUV. .  SAP AG 2004. With the 9LVXDO&RQILJXUDWLRQ7RRO(VCT), you can change the screens and screen sequences supplied by SAP in Customizing by dragging and dropping. Like all Customizing activities, these changes are linked to transports. Changes made by customers are not affected by release updates; in other words, customer changes will not be overwritten by SAP when a new release is installed. A selection of business partner (BP) roles is given in the Implementation Guide (IMG). You can configure each individual business partner role. You can use the Visual Configuration Tool (VCT) to y Change the layout of screens, for example, to group together several screens y Change the sequence of the screens y Change the screen title y Change the frame title The original SAP configuration remains in the system and can be re-activated at any time.. . © SAP AG. CR100. 2-22.

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(94). :L]DUGIRUDGGLQJQHZILHOGVDQGQHZWDEOHVWRP\6$3&50 %XVLQHVV3DUWQHU. :L]DUGVJXLGHWKHXVHUWKURXJKWKHH[WHQVLRQSURFHVV. 5HTXLUHVQRH[WHQVLYHNQRZKRZRIWKHGHYHORSPHQWHQYLURQPHQW RUWKHGDWDPRGHO. (QDEOHVHDV\SURWRW\SLQJ. 5HTXLUHVQRPRGLILFDWLRQVDQGQRSURJUDPPLQJ 5HWDLQVUHVXOWVLQWKHFDVHRI6$3XSJUDGHV. 6XSSRUWV6$3(53%,DQG&500RELOHDPRQJRWKHUV. .  SAP AG 2004. . Easy Enhancement Workbench (EEW) y Key features of the Easy Enhancement Workbench include the following: - Wizard for adding new fields and new tables to business partner master data - No required detailed knowledge of the development environment and data model - Wizards for the extension process - Instructions that describe the objects that can be enhanced and the enhancement process. SAP Note 484597 describes where to find the instructions.. © SAP AG. CR100. 2-23.

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(96) . .  SAP AG 2004. . The Easy Enhancement Workbench is a development environment with wizards, with which you can easily extend certain standard SAP business objects with user-defined data fields and tables. Customer objects, such as database tables and screens, are created by a generator, and all customer exits are implemented. This functions system-wide, that is, when extending a CRM system you can also perform extensions in the connected SAP ERP system. Some examples of the functions in the Easy Enhancement Workbench: y DDIC extensions - Application table - Data elements and domains - Check table for fields - Search help y Interface (SAP GUI): screens, function modules, entries in BDT control tables y APIs for reading, changing, deleting y To access the Easy Enhancement Workbench, use transaction code QHHZE. To enter settings for the Easy Enhancement Workbench, use transaction code QHHZF.. © SAP AG. CR100. 2-24.

(97) %XVLQHVV3DUWQHUV8QLW6XPPDU\ <RXVKRXOGQRZEHDEOHWR. ([SODLQWKH6$3%XVLQHVV3DUWQHU. 8VH%XVLQHVV3DUWQHUFDWHJRULHVJURXSVDQGUROHV. ([SODLQ%XVLQHVV3DUWQHUUHODWLRQVKLSV. 'HVFULEH%XVLQHVV3DUWQHUJURXSKLHUDUFKLHV. ([SODLQWKHGDWDH[FKDQJHIRU%XVLQHVV3DUWQHUV 'HVFULEHH[SDQVLRQSRVVLELOLWLHV. .  SAP AG 2004. . © SAP AG. CR100. 2-25.

(98) . © SAP AG. CR100. 2-26.

(99) 8QLW. ([HUFLVHV. %XVLQHVV3DUWQHUV. 7RSLF &UHDWLQJ%XVLQHVV3DUWQHUVDQG%XVLQHVV3DUWQHU 5HODWLRQVKLSV. At the conclusion of this exercise, you will be able to: • Explain the concept of business partners in the SAP CRM system • Create business partners and relationships between business partners You want to maintain business partners and business partner relationships for your trade fair business. You familiarize yourself with the basic properties of CRM business partners. You also consider the integration with your ERP system and investigate the data exchange between SAP CRM and SAP ERP.. 1-1. One of your trade fair contacts wants to place an order in a few days. Add a new business partner with category 2UJDQL]DWLRQ and role 6ROG7RSDUW\ to CRM.. 1-1-1 Create a new business partner in the role 6ROG7RSDUW\. The business partner number is automatically created by the system. Therefore, you leave the fields %XVLQHVV3DUWQHU and *URXSLQJ empty. 1-1-2 Enter the following information in the appropriate fields: (FRUUHVSRQGVWR\RXUJURXSQXPEHU). Address 6WRFNPDQQ$*. Name. 5XH. Street / House number. . Postal Code. 3DULV. City. )5. Country. &HQWUDO)UDQFH. Transportation zone. )UHQFK. Language. Maintain the tax classification (&RQWURO tab). Choose country )5, tax type 0:67 and tax group )8// Maintain 6DOHV$UHD'DWD.. Select the sales area, ,'(6&507UDLQLQJ&RPSDQ\and)LQDOFXVWRPHU VDOHV The field Division can be left empty. .... © SAP AG. CR100. 2-27.

(100) … Enter shipping information. Shipping. Own data (checkbox). Incoterms. )UHHKRXVH +LJK. Delivery Priority. 6WDQGDUG. Shipping Conditions Enter billing information Billing. Own data (checkbox). Cust. Pricing Procedure. 6WDQGDUG. (85 (XUR

(101). Currency. 3D\LPPHGLDWHO\ZR UHGXFWLRQ. Terms of Payment. 1HZFXVWRPHUV. Price Group (Cust). 5HWDLO. Price List Type Save the business partner. Number of business partner:. __________________ >oGDWDVKHHW@ 1-1-3 Check that the business partner has been uploaded to SAP ERP.. First try this ZLWKRXW logging on to the SAP ERP system. What are your options for checking whether the transfer was successful in the SAP CRM system?. Log on to the SAP ERP system and display the customer ##Stockmann AG. 1-1-4 Stockmann has informed you that they have an additional address for the *RRGVUHFHLSW. Enter the following address in the 6ROG7RSDUW\ role in the SAP CRM system. Address 5XH$. Street / House number. 3DULV. City. )5. Country. . Postal Code. &HQWUDO)UDQFH. Transportation zone. )UHQFK. Language Save your data.. © SAP AG. CR100. 2-28.

(102) 1-2. Your sold-to party, ##6WRFNPDQQ$*, has a relationship with a contact person in the Purchasing department. Enter this contact person in the SAP CRM system, followed by the relationship.. 1-2-1 Enter the person 0LFKDHO&RQWDFW with the role &RQWDFW3HUVRQ and fill all mandatory fields. Save your entries. Business partner number _________________ >oGDWDVKHHW@. 1-2-2 Create a business partner relationship with category ,V&RQWDFW3HUVRQIRU and assign the sold-to party 6WRFNPDQQ$*. Describe the relationship more precisely. Michael ##Contact is the head of the Purchasing department. Assign the standard address to the customer and restrict the relationship to the sales area IDES CRM Training Company / Final customer sales for the partner function Contact Person (CRM). Then check whether the business partner ##Stockmann AG has a corresponding relationship with Michael ##Contact. Has the contact person relationship also been created in the ERP system? 1-3. Create another business partner of type 3HUVRQ.. 1-3-1 Enter 3HWHU0LOOHU in the system as a business partner with the role (PSOR\HH. 1-3-2 Fill all mandatory fields and enter your user name (the name with which you logged on to the system) in the 8VHU1DPH field on the ,GHQWLILFDWLRQ tab page. Confirm the information message. It tells you that the user name was assigned to another employee up to this point.. 1-4. Comprehension questions about data exchange of CRM partners and SAP ERP customers. 1-4-1 What classification does the business partner ##Stockmann AG have? 1-4-2 To which SAP ERP account group was the classification used for the business partner in the previous question mapped? 1-4-3 Check whether your SAP ERP customer that was uploaded to SAP ERP from CRM has been created in this account group. 1-4-4 Under which prerequisites is a CRM business partner downloaded into the corresponding SAP ERP system? 1-4-5 Which settings do you have to make to ensure that a business partner created in CRM is assigned the same number in SAP ERP?. © SAP AG. CR100. 2-29.

(103) © SAP AG. CR100. 2-30.

(104) 8QLW. %XVLQHVV3DUWQHUV. ([HUFLVHV. 7RSLF 2SWLRQDO([HUFLVH([WHQVLELOLW\. At the conclusion of this exercise, you will be able to: • Add your own role to the business partner • Add your own view to the business partner You want to familiarize yourself with the extensibility concept of the business partner and create a new role and a new view. You make changes to the field groupings (mandatory field control) and the screen configuration.. 2-1. Create a new business partner role and change the field control for it.. 2-1-1 In Customizing, create the business partner role %83$ with the title and description ##&RQWDFWSHUVRQ. Assign the BP role type BUP001 and the BP view BUP001. 2-1-2 Change the field attributes of the role ##&RQWDFWSHUVRQ. Make a new entry.. Choose field group 54, 3HUVRQ/DVW1DPH, from the data set &HQWUDO'DWD and select 5HTXLUHG(QWU\.. Choose field group 19, /DQJXDJH, from the data set &HQWUDO'DWD and select 5HTXLUHG(QWU\.. Choose field group 64, $GGUHVV32%R[, from the data set $GGUHVVHV and select +LGH.. 2-1-3 Start the transaction for maintaining business partners and create a person in the role ##&RQWDFWSHUVRQ in order to check the settings made in Customizing.. © SAP AG. CR100. 2-31.

(105) 2-2. Create a new business partner view and an additional business partner role and change the data sets assigned to them and the screen sequence control.. 2-2-1 Use the BDT task level menu (transaction QEXSW) to share, that is copy, the existing %3YLHZ %83 (FRQWDFWSHUVRQ) with all the dependent entries. Call the new view =&3 &RQWDFWSHUVRQ

(106) . Remove from the new view the data sets %DQNGHWDLOV and 3D\PHQWFDUGV.. 2-2-2 In CRM Customizing, create another business partner role %83$ (&RQWDFWSHUVRQ). Assign to this the BP role type BUP001 and the BP view ZCP##.. 2-2-3 You make changes in the screen configuration for the new view you have created. Rename the $GGUHVV tab in 1DPH&RPPXQLFDWLRQ.. Change the sequence of the tabs.. Move the entire standard address from the $GGUHVV tab to the $GGUHVV RYHUYLHZ tab. 2-2-4 Start the transaction for maintaining business partners and create a person in the role ##&RQWDFWSHUVRQ in order to check the settings made in Customizing.. © SAP AG. CR100. 2-32.

(107) 6ROXWLRQV 8QLW. %XVLQHVV3DUWQHUV. 7RSLF &UHDWLQJ%XVLQHVV3DUWQHUVDQG%XVLQHVV3DUWQHU 5HODWLRQVKLSV. 1-1. One of your trade fair contacts wants to place an order in a few days. Add a new business partner with category RUJDQL]DWLRQ and role VROGWRSDUW\ to CRM. (## = group number). 1-1-1 Create a new business partner in the role VROGWRSDUW\. The business partner number is automatically created by the system. Therefore, you leave the fields %XVLQHVV3DUWQHU and *URXSLQJ empty. 6$3PHQXo0DVWHU'DWDo%XVLQHVV3DUWQHUVo0DLQWDLQ %XVLQHVV3DUWQHU. Click 2UJDQL]DWLRQ and select the role 6ROG7RSDUW\.. 1-1-2 Enter ##6WRFNPDQQ$* in the 1DPH field and enter the other information in the relevant tab pages (you can access the area for the sales area data by using the 6DOHV$UHD'DWD button). After you have entered all the data, choose 6DYH.. 1-1-3 Check that the business partner has been uploaded to SAP ERP. First try this without logging on to the SAP ERP system. What are your options for checking whether the transfer was successful in the SAP CRM system? Option 1: 6$30HQXo0DVWHU'DWDo%XVLQHVV3DUWQHUVo$GPLQLVWUDWLRQo 0RQLWRULQJ%3'DWD([FKDQJH When you enter the number of the customer ##Stockmann AG in the business partner field, after the number is confirmed the system should display a corresponding R/3 customer number. Option 2: 6$30HQXo0DVWHU'DWDo%XVLQHVV3DUWQHUVo0DLQWDLQ%XVLQHVV 3DUWQHU When you open the business partner ##Stockmann AG again, you should find the corresponding R/3 customer number in the *HQHUDOGDWD on the ,GHQWLILFDWLRQ tab in the ,GHQWLILFDWLRQQXPEHU area. Log on to the SAP ERP system and display the customer ##Stockmann AG. 6$30HQXo/RJLVWLFVo6DOHVDQG'LVWULEXWLRQo0DVWHU'DWDo %XVLQHVV3DUWQHUVo&XVWRPHUVo'LVSOD\o6DOHVDQG'LVWULEXWLRQ WUDQVDFWLRQ9'

(108) …. © SAP AG. CR100. 2-33.

(109) … Enter the CRM Business Partner number and the following sales area data: )LHOG1DPHRU'DWD7\SH. 9DOXHV. 6DOHV2UJDQL]DWLRQ. . 'LYLVLRQ. . 'LVWULEXWLRQ&KDQQHO. . 1-1-4 Stockmann has informed you that they have an additional address for shipping the goods. Enter the following address in the VROGWRSDUW\ role in the SAP CRM system. 6$3PHQXo0DVWHU'DWDo%XVLQHVV3DUWQHUVo0DLQWDLQ%XVLQHVV 3DUWQHU. Choose the role 6ROG7RSDUW\.. Go to the $GGUHVV2YHUYLHZ tab. Click the &UHDWH ( new address.. ) icon and enter the. In the $GGUHVV8VDJHV area, choose *RRGVUHFHLSW and click on the &UHDWH ( ) icon. Assign the address you just entered. Save your data.. © SAP AG. CR100. 2-34.

(110) 1-2. Your sold-to party, ##6WRFNPDQQ$*, has a relationship with a contact person in the Purchasing department. Enter this contact person in the SAP CRM system, followed by the relationship.. 1-2-1 Enter the person 0LFKDHO&RQWDFW with the role &RQWDFW3HUVRQ and fill all mandatory fields.. In the 0DLQWDLQ%XVLQHVV3DUWQHU transaction, choose 3HUVRQ and then the role &RQWDFW3HUVRQ. Fill all the mandatory fields and enter all the other data.. Save the contact person and make a note of the number. ____________ >oGDWDVKHHW@. 1-2-2 Create a business partner relationship with category ,V&RQWDFW3HUVRQIRU and assign the sold-to party 6WRFNPDQQ$*. Select 5HODWLRQVKLSV.. ,VFRQWDFWSHUVRQIRU. Relationship category:. 1XPEHURI6WRFNPDQQ$*. Relationship to BP: Choose (17(5.. Describe the relationship more precisely. Michael ##Contact is the head of the Purchasing department. Assign the standard address to the customer and restrict the relationship to the sales area IDES CRM Training Company / Final customer sales for the partner function Contact Person (CRM). General Data tab:. 3XUFKDVLQJ

(111). Department:. +HDGRI3XUFKDVLQJ

(112). Function:. Choose $VVLJQ&RPSDQ\$GGUHVV and then the first of the two addresses. Usage tab:. ,'(67UDLQLQJ&RPSDQ\. Sales Organization:. )LQDOFXVWRPHUVDOHV. Distribution Channel:. &RQWDFWSHUVRQ &50

(113) . Partner function:. Choose ENTER and save the business partner. Then check whether the business partner ##Stockmann AG has a corresponding relationship with Michael ##Contact. Select the relationship you just created and use 3DUWQHU'HWDLO ( to navigate to the business partner ##Stockmann AG.. ). In the relationships, you will find the entry +DV&RQWDFW3HUVRQ.. Has the contact person relationship also been created in the ERP system?. <HV, the ERP customer now also contains the contact person Michael ##Contact (General Data, Sales Area Data → Partner Roles).. © SAP AG. CR100. 2-35.

(114) 1-3. Create another business partner of type 3HUVRQ.. 1-3-1 Enter 3HWHU0LOOHU in the system as a business partner with the role (PSOR\HH.. Within the Maintain Business Partner transaction, select 3HUVRQ and choose the role (PSOR\HH.. 1-3-2 Fill all mandatory fields and enter your user name (the name with which you logged on to the system) in the 8VHU field on the ,GHQWLILFDWLRQ tab page. Enter your user name on the ,GHQWLILFDWLRQtab page.. Confirm the information message. It tells you that the user name was assigned to another employee up to this point. Save the employee >oGDWDVKHHW@ 1-4. Comprehension questions about data exchange of CRM partners and SAP ERP customers. 1-4-1 What classification does the business partner ##Stockmann AG have?. If, for example, you choose the role VROGWRSDUW\ in the &KDQJHLQ5ROH drop-down menu, you can find out that your business partner is classified as a FXVWRPHU on the &ODVVLILFDWLRQ+RXUV tab page in business partner maintenance.. 1-4-2 To which SAP ERP account group was the classification used for the business partner in the previous question mapped? Enter transaction /QSLGH in the command field in SAP ERP. Choose the dialog structure &50!5$VVLJQ%3&ODVVLILFDWLRQWR$FFRXQW*US and see which account group was transferred for the customer.. Account group =$*.. 1-4-3 Check whether your SAP ERP customer that was uploaded to SAP ERP from CRM has been created in this account group. You can find out which account group the sold-to party ##Stockmann AG has in SAP ERP (transaction VD03) by looking in the menu under([WUDV o$GPLQLVWUDWLYH'DWD. The account group should be the same as the one in the previous exercise section.. In the CRM system on the &ODVVLILFDWLRQ tab, you should see the account group from SAP ERP.. 1-4-4 Under which prerequisites is a CRM business partner downloaded into the corresponding SAP ERP system? A CRM business partner is usually only transferred if it has been classified or if a suitable value is entered in the Account Group field. Additionally, the number ranges and field groupings in the systems must correspond with one another.. © SAP AG. CR100. 2-36.

(115) 1-4-5 Which settings do you have to make to ensure that a business partner created in CRM is assigned the same number in SAP ERP? In CRM, a standard internal number range must be maintained and a corresponding grouping must be selected. In SAP ERP, there must be an external number range identical to the internal CRM number range. The number ranges can be maintained in the respective systems in Customizing.. © SAP AG. CR100. 2-37.

(116) © SAP AG. CR100. 2-38.

(117) 6ROXWLRQV 8QLW. %XVLQHVV3DUWQHUV. 7RSLF 2SWLRQDO([HUFLVH([WHQVLELOLW\. 2-1. Create a new business partner role and change the field control for it.. 2-1-1 In Customizing, create the business partner role %83$ with the title and description ##&RQWDFWSHUVRQ. Assign the BP role type BUP001 and the BP view BUP001. 6$30HQXo$UFKLWHFWXUHDQG7HFKQRORJ\o&RQILJXUDWLRQo &XVWRPL]LQJ. Choose 6$3,PSOHPHQWDWLRQ*XLGH.. 6$3,PSOHPHQWDWLRQ*XLGHo&URVV$SSOLFDWLRQ&RPSRQHQWVo 6$3%XVLQHVV3DUWQHUo%XVLQHVV3DUWQHUo%DVLF6HWWLQJVo %XVLQHVV3DUWQHU5ROHVo'HILQH%35ROHV. Choose 1HZ(QWULHV.. %83$. BP role:. &RQWDFWSHUVRQ. Title:. &RQWDFWSHUVRQ. Description:. %83 FRQWDFWSHUVRQ

(118). BP Role Cat.:. %83 FRQWDFWSHUVRQ

(119). BP View: Save your entries.. 2-1-2 Change the field attributes of the role ##&RQWDFWSHUVRQ. 6$3,PSOHPHQWDWLRQ*XLGHo&URVV$SSOLFDWLRQVo6$3%XVLQHVV 3DUWQHUo%XVLQHVV3DUWQHUo%DVLF6HWWLQJVo)LHOG*URXSLQJVo &RQILJXUH)LHOG$WWULEXWHVSHU%35ROH. Choose 1HZ(QWULHV.. %83$. BP role: Choose ENTER.. 'RXEOHFOLFN on the new row to go to the new ILHOGJURXSLQJV.. Choose ILHOGJURXS3HUVRQ/DVW1DPH, from the data set &HQWUDO'DWD and select 5HTXLUHG(QWU\. Choose ILHOGJURXS/DQJXDJH, from the data set &HQWUDO'DWD and select 5HTXLUHG(QWU\.. Choose ILHOGJURXS$GGUHVV32%R[, from the data set $GGUHVVHV and select +LGH. Save your entries.. © SAP AG. CR100. 2-39.

(120) 2-1-3 Start the transaction for maintaining business partners and create a person in the role ##&RQWDFWSHUVRQ in order to check the settings made in Customizing. 6$3PHQXo0DVWHU'DWDo%XVLQHVV3DUWQHUVo0DLQWDLQ%XVLQHVV 3DUWQHU. Select 3HUVRQ to create a new business partner of the type Person.. Select the role &RQWDFWSHUVRQ and check the field characteristics. 2-2. Create a new business partner view and an additional business partner role and change the data sets assigned to them and the screen sequence control.. 2-2-1 Use the BDT task level menu (transaction QEXSW) to share, that is copy, the existing %3YLHZ %83 (FRQWDFWSHUVRQ) with all the dependent entries. Call the new view =&3 &RQWDFWSHUVRQ

(121) . Remove from the new view the data sets %DQNGHWDLOV and 3D\PHQWFDUGV.. After you enter and confirm the transaction code /nbupt, you should have a modified SAP menu. 6$30HQXo%XVLQHVV3DUWQHUo&RQWUROo'LYLVLELOLW\o*39LHZV Select the view %83 and choose Copy as…( =&3. BP view:. ).. &RQWDFWSHUVRQ. Description:. &RQWDFWSHUVRQ. Title:. Choose (17(5 to perform the copy procedure.. In the dialog box, choose &RS\DOO.. Select the new view and click on the entry %39LHZ!'DWD6HWV on the left of the structure tree. Select the two data sets BUP020 and BUP030 and choose Delete (. ).. Save your entries.. 2-2-2 In CRM Customizing, create another business partner role %83$ (&RQWDFWSHUVRQ). Assign to this the BP role type BUP001 and the BP view ZCP##. 6$30HQXo$UFKLWHFWXUHDQG7HFKQRORJ\o&RQILJXUDWLRQo &XVWRPL]LQJ. Choose 6$3,PSOHPHQWDWLRQ*XLGH.. 6$3,PSOHPHQWDWLRQ*XLGHo&URVV$SSOLFDWLRQ&RPSRQHQWVo6$3 %XVLQHVV3DUWQHUo%XVLQHVV3DUWQHUo%DVLF6HWWLQJVo%XVLQHVV 3DUWQHU5ROHVo'HILQH%35ROHV …. © SAP AG. CR100. 2-40.

(122) …. Choose 1HZ(QWULHV.. %83$. BP role:. &RQWDFWSHUVRQ. Title:. &RQWDFWSHUVRQ. Description:. %83 FRQWDFWSHUVRQ

(123). BP Role Cat.:. =&3 &RQWDFWSHUVRQ

(124). BP View: Save your entries.. 2-2-3 You make changes in the screen configuration for the new view you have created. Rename the $GGUHVV tab in 1DPH&RPPXQLFDWLRQ.. Change the sequence of the tabs. 6$3,PSOHPHQWDWLRQ*XLGHo&URVV$SSOLFDWLRQ&RPSRQHQWVo6$3 %XVLQHVV3DUWQHUo%XVLQHVV3DUWQHUo%DVLF6HWWLQJVo6FUHHQ &RQILJXUDWLRQo&RQILJXUH6FUHHQV. Expand the *HQHUDO'DWD area.. Double-click the entry ##&RQWDFWSHUVRQ that corresponds to your view. The Visual Configuration Tool (VCT) should start in a new window. Select Process screen seq. ( ) and double-click the first screen. Change the name in 1DPH&RPPXQLFDWLRQ. Arrange the screens into the sequence you want using drag-and-drop.. Move the entire standard address from the $GGUHVV tab to the $GGUHVV RYHUYLHZ tab. Choose Process screen layout (. ).. Select the 1DPH&RPPXQLFDWLRQ and $GGUHVV2YHUYLHZ tabs from the lower part of the screen. The tabs are opened.. On the Name/Communication tab, scroll down to the standard address.. Use drag-and-drop to move the standard address to the $GGUHVV 2YHUYLHZ tab. The red line shows you where the data is being moved to. Confirm your entries, then save the screen configuration.. 2-2-4 Start the transaction for maintaining business partners and create a person in the role ##&RQWDFWSHUVRQ in order to check the settings made in Customizing. 6$30HQXo0DVWHU'DWDo%XVLQHVV3DUWQHUVo0DLQWDLQ%XVLQHVV 3DUWQHU. Select 3HUVRQ to create a new business partner of the type Person.. Select the role &RQWDFWSHUVRQ and check the settings you have entered.. © SAP AG. CR100. 2-41.

(125) © SAP AG. CR100. 2-42.

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