Project Parivartan

SAP IMPLEMENTATION PROJECT

Customer Relationship Management

Con iguration !ui"e

[ARYA ACHALAM], Version 1.0 January 9, 2012

Client Input Asset Accounting

Table of contents 1 Configuration Settings for Organization Model........................................................................4 Organizational Model Overview..........................................................................................4 1.1 Organizational Model Synchronization ERP <-> CRM..................................................5
#$#$# Chec%ing Sales Organi&ation 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$) #$#$* Chec%ing +istri,ution Channels 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$) #$#$- Chec%ing +ivisions 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ . #$#$/ Chec%ing Sales Areas 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ . #$#$) Chec%ing Assignment o Sales O ices to Sales Areas 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$0 #$#$. Chec%ing Assignment Compan1 Co"e 23 Sales Organi&ation 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$0 #$#$0 Chec%ing Assignment +istri,ution Channel 23 Sales Org$ 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$0 #$#$4 Chec%ing Assignment +ivision Sales Organi&ation 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$4 #$#$5 +e ining +ivisions $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 4 #$#$#6 Per orming +ivision Settings 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$4 #$#$## +e ining +istri,ution Channels$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 5 #$#$#* +e ining Com,ination o +istri,ution Channel an" +ivision$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$5 #$#$#- Set 7p Integration 8usiness Partner 9 Organi&ational Management$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#6 #$#$#/ +e ining Num,er Range or Org$ 8usiness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#6 #$#$#) +e ining !rouping or Org$ 8usiness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$## #$#$#. Setting 7p Integration$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #* #$#$#0 E:ecuting Report or Changeover Classi ication$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#*

1. Maintaining Organizational !nit".................................................................................1#

#$*$# Creating an Organi&ational Mo"el 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$##$*$* Creating an" Assigning Organi&ational 7nits$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#/ #$*$- Assigning Attri,utes to Organi&ational 7nit$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#/ #$*$/ Matching Sales Organi&ation$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #. #$*$) Maintain ;ol"er or Positions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #. #$*$. Assigning Emplo1ees to Positions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #0 #$*$0 Integration o S1stem 7sers an" Emplo1ees ERP <23 CRM$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#4 #$*$4 Set 7p 8u ering or Sales Scenario$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#4

2 Configuration settings of Master Data Replication ERP ! CRM...........................................1" .1 Re$licating %&"ine"" Partner".....................................................................................1'
*$#$# +e ining Sources or 8usiness Partner Creation$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#5 *$#$* 8usiness Partner Concept ERP <23 CRM$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*6 *$#$- +e ining Num,er Assignment Strateg1 or 8usiness Partners$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*# *$#$/ Mapping 8usiness Partner Master +ata rom ERP to CRM$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*# *$#$) I"enti 1ing Relevant ERP Account !roups 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$** *$#$. +e ining Num,er Ranges or CRM 8usiness Partners 'I( 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$**$#$0 +e ining CRM 8usiness Partners !roupings 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$**$#$4 Mapping ERP Account !roups to CRM Classi ications 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*/ *$#$5 Mapping 8usiness Partner Master +ata rom CRM to ERP$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*/ *$#$#6 +e ining Num,er Ranges or CRM 8usiness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*) *$#$## +e ining CRM 8usiness Partners !roupings 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*) *$#$#* Mapping CRM Classi ications to ERP Account !roups 'SAP ERP( $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*. *$#$#- S1nchroni&ing =iel" Settings or 8usiness Partners 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*. *$#$#/ Selecting Customers or Replication 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*0 *$#$#) Replicating Customers 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*0 *$#$#. Monitoring Replication Status 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*4 *$#$#0 Chec%ing 8usiness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*4 *$#$#4 Monitoring Replication Status 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*4 *$#$#5 Chec%ing Completeness o Replication 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$*5

. Re$licating Material".................................................................................................... '

*$*$# Chec%ing Material 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ *5 *$*$* +e ining Item Categor1 !roups$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -6 *$*$- Chec%ing Item Categor1 !roups 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-6 *$*$/ Cop1ing Item Categor1 !roups 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-6 *$*$) Selecting Materials or Replication 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-6

Page * o ..

*$*$. Replicating Materials 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -# *$*$0 Monitoring Replication Status 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-# *$*$4 Chec%ing Materials 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -*

.# Re$licating Condition".................................................................................................#
*$-$# Creating Pricing Proce"ures$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -* *$-$* Replicating Con"itions 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -*$-$- Chec%ing +ata Integrit1 o Replication$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$-0 *$-$/ O,ject Management$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -4

# Configuration settings for Mar$eting %aster Data.................................................................4& #.1 (e)ining O*+ective".......................................................................................................45 #. (e)ining ,actic"............................................................................................................ 45 #.# (e)ining Ca-$aign ,y$e".O*+ective".,actic"............................................................4/ #.4 Maintaining Sender 0ddre""e" )or E-Mail...................................................................41 #.5 (e)ining ,y$e" )or Mar2eting Plan..............................................................................43 #./ Mar2eting Calendar.......................................................................................................43
-$.$# Assigning !raphic Pro ile or Mar%eting Calen"ar$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$/5

#.1 Ca-$aign E4ec&tion.....................................................................................................4'

-$0$# E:ternal List Management$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ /5

4 Configuration settings for CRM 'ead Manage%ent..............................................................&1 4.1 5eneral Setting" )or 6ead"...........................................................................................51
/$#$# +e ining Lea" Origins$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )# /$#$* Maintaining Organi&ational +ata Pro ile$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)# /$#$- +e ining Transaction T1pe or Lea"$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )* /$#$/ +e ining Num,er Range or Lea"s$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )/$#$) Assigning Ne> Num,er Range$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )/ /$#$. +e ining Item Categor1 +etermination$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)/ /$#$0 +e ining ?uestionnaires$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )) /$#$4 +e ining 1our in"ivi"ual @uestionnaireA$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)) /$#$5 Assigning ?uali ication Levels to ?uestionnaires$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$). /$#$#6 +e ining +etermination or ?uestionnaires$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$). /$#$## +e ining Cop1 Control rom Lea" to Opportunit1$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$)0

& Configuration settings for (asic Sales...................................................................................&) 5.1 Maintaining Organizational (ata Pro)ile......................................................................53 * Configuration settings for +cti,it- Manage%ent....................................................................&" /.1 Setting" )or %a"ic 7&nction" )or 0ctivity Manage-ent..............................................5'
.$#$# +e ining Partner =unctions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )5 .$#$* +e ining Partner +etermination Proce"ure$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$.6 .$#$- +e ining Transaction T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ .#

/. 0ction"........................................................................................................................... /
.$*$# +e ining Action Pro iles an" Actions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$.* .$*$* +e ining Con"itions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ .* .$*$- Assigning Organi&ational +ata Pro ile to Transaction T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$..$*$/ Assigning Partner +etermination Proce"ure to Transaction T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$./ .$*$) Assigning Action Pro ile to Transaction T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$./ .$*$. Assigning Te:t +etermination Proce"ure to Transaction T1pes$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$.)

) Configuration settings for CRM Opportunit- Manage%ent....................................................*& 1.1 (e)ining ,ran"action ,y$e )or O$$ort&nity................................................................/5

Page - o ..

1 Con)ig&ration Setting" )or Organization Model

P&r$o"e This con iguration gui"e provi"es the in ormation 1ou nee" to set up the con iguration$

Organizational Model Overview

Organizational Manage%ent in CRM o ers 1ou a le:i,le tool or han"ling 1our compan1 s tas%2relate"B unctional organi&ational structure as a current organi&ational mo"el$ Cou can maintain the compan1 structure inclu"ing the positions an" emplo1ees in an application an" assign speci ic "ata 'attri,utes( to the organi&ational units$ The organi&ation mo"el >ill ,e especiall1 use" or organi&ational "ata "etermination >ithin the CRM scenarios or mar%etingB sales an" service$ Compare" to ERP the organi&ational mo"el in CRM is more comprehensiveB le:i,le an" "1namic$ A s1nchroni&ation o the organi&ational structure or sales an" service in ERP an" CRM is possi,le via mapping o organi&ational units$ This is a prere@uisite or a master "ata an" transactional "ata integration ,et>een ERP an" CRM$ In the ollo>ing a sample organi&ational structure >ill ,e "e ine"$ It consists o separate organi&ational units or mar%etingB sales an" service$ Positions >ill ,e assigne" to the "i erent organi&ational units in or"er to implement the unctional tas% "istri,ution o in"ivi"ual items an" their reporting structure in the organi&ational mo"el$ Emplo1ees are assigne" to these positions as hol"ers$

These sample organi&ational structure is essential or all SAP 8est Practices scenarios ,ecause organi&ational "ata "eterminationB partner "eterminations an" evaluations are ,ase" on this structure$ I 1ou use ERP as a ,ac%2en" s1stem in CRMB 1ou nee" the sales structure rom the SAP ERP s1stem in or"er to trans er or create master "ata ' or e:ampleB ,usiness partnerB pro"uctsB an" con"itions( in CRM$ The organi&ational mo"el can ,e initiall1 create" automaticall1 ,ase" on the sales organi&ational structure in ERP$ 8ut this unctionalit1 >ill not ,e use" or the ollo>ing reasonsA SAP 8est Practices or CRM can also ,e use" >ithout an ERP s1stem as a ,ac% en" i onl1 scenarios >ithout ERP integration are implemente"B such as Activit1 ManagementB Opportunit1 Management An automatic trans er o the ERP sales structure is onl1 possi,le once$ Errors ma1 occur in organi&ational "ata "etermination i there are alrea"1 organi&ational units in the s1stem$

Page / o ..

=urther changes in the organi&ational mo"el have to ,e maintaine" manuall1 in the CRM s1stem an1>a1$

1.1 Organizational Model Synchronization ERP <-> CRM

The ERP s1stem is closel1 lin%e" to the CRM s1stem$ The t>o s1stems have to ,e s1nchroni&e" in some con iguration areasB such as the organi&ational mo"el$ +eci"e >hich sales areas 1ou nee" to have in the CRM s1stemB an" chec% them in the ERP s1stem$ A sales area consists o A a sales organi&ation "istri,ution channels "ivisions The sales areas an" relate" "ata are "o>nloa"e" rom ERP to CRM$

1.1.1 Chec2ing Sale" Organization 8S0P ERP9

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

O:;5 Enterprise Structure Definition Sales and Distribution Define. cop-. delete. c/ec$ sales organization

Sales Organiza ti o n 4==#

Sales Organizat ion Description Sales Org. PP'

1.1.2 Chec2ing (i"tri*&tion Channel" 8S0P ERP9

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

O:;< Enterprise Structure Definition Sales and Distribution Define. cop-. delete. c/ec$ distribution c/annel

Disc. Chan Distribu tion Channel nel Description 41 Direct Sales 4 (ro$er Sale

Page ) o ..

4# Referral Sale

1.1.3 Chec2ing (ivi"ion" 8S0P ERP9

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

O:;% Enterprise Structure Definition 'ogistics 0eneral Define. cop-. delete. c/ec$ di,ision

Division Division Description 11 Residential 1 Co%%ercial

1# 1.T

1.1.4 Chec2ing Sale" 0rea" 8S0P ERP9

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

O:;5 Enterprise Structure +ssign%ent Sales and Distribution Set up sales area

Sale" Org 4==# 4==# 4==#

Dis Channel 41 42 4#

The a,ove com,ination o Sales Org$ an" +isc Channel has ,een i"enti ie" in com,ination o "ivisions as ,elo> ## Residential

#* Co%%ercial #- 1.T

Page . o ..

1.1.5 Chec2ing 0""ign-ent o) Sale" O))ice" to Sale" 0rea" 8S0P ERP9

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

SPRO Enterprise Structure +ssign%ent Sales and Distribution +ssign sales office to sales area

All the sales areas i"enti ie" a,ove are assigne" to ollo>ing sales o icesA /6# Site O ice2Est$Rng

1.1.6 Chec2ing 0""ign-ent Co-$any Code -> Sale" Organization 8S0P ERP9
Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

O:;# Enterprise Structure +ssign%ent Sales and Distribution +ssign sales organization to co%pancode

Sale " Org /66-

(e"cri$tion Sales Org. PP'

Co-$any Code *66-

Co. Code (e"cri$tion Pha"nis Properties Lt"$

1.1.7 Chec2ing 0""ign-ent (i"tri*&tion Channel -> Sale" Org. 8S0P ERP9
Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

O:;> Enterprise Structure +ssign%ent Sales and Distribution +ssign distribution c/annel to sales organization

Sale " Org /66/66/66-

(i"tri*&tion Channel /# /* /-

(e"cri$tion +irect Sales 8ro%er Re erral Sale

Page 0 o ..

1.1.8 Chec2ing 0""ign-ent (ivi"ion Sale" Organization 8S0P ERP9

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

O:;0 Enterprise Structure +ssign%ent Sales and Distribution +ssign di,ision to sales organization

Sale" Org. /66/66/66/66-

(ivi"ion 66 ## #* #-

(e"cri$tion Common Resi"ential Commercial I$T$

1.1.9 (e)ining (ivi"ion"

!"e
In this stepB 1ou can "e ine "ivisions or CRM$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

,ran"action code S0P CRM <M5 -en&

SPRO Custo%er Relations/ip Manage%ent Master Data Organizational Manage%ent Di,ision Settings Define Di,isions (e"cri$tion Common Resi"ential Commercial I$T

*$ Choose 2e3 Entries 45&6$

(ivi"ion 66 ## #* #-

1.1.10 Per)or-ing (ivi"ion Setting" 8S0P CRM9

!"e
Cou can speci 1 >hether or not 1ou >or% >ith "ivisions in the CRM s1stem$ I 1ou use CRM together >ith an ERP s1stemB 1ou must al>a1s maintain a "umm1 "ivision in ERPB in or"er that 1ou can e:change "ata 'master "ata an" "ocuments( ,et>een s1stemsB i 1ou are not using a hea"er "ivision in CRM$

Page 4 o ..

I 1ou use a hea"er "ivision in CRM 1ou "o not nee" to use a "umm1 "ivision or "ata trans er ,et>een the ERP an" CRM s1stems$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM <M5 -en&

SPRO Custo%er Relations/ip Manage%ent Master Data Organizational Manage%ent Di,ision Settings Define 7se of Di,ision and Du%%- Di,ision

*$ +eselect the chec%,o: Di,ision not act. -$ Select the in"icator ;ea"er +iv$ Act$ to use "ivisions at hea"er level in ,usiness

transactions in CRM Enterprise$

/$ Enter an RD- "umm1 "ivision rom the list o SAP ERP "ivisions i"enti ie" in step C/ec$ing

Di,isions 4S+P ERP($

1.1.11 (e)ining (i"tri*&tion Channel"

!"e
In this stepB 1ou can "e ine "istri,ution channels or CRM$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code SPRO S0P CRM <M5 -en& Custo%er Relations/ip Manage%ent Master Data Organizational Manage%ent Organizational Data for Sales Scenario Define Distribution C/annels *$ Choose 2e3 Entries 45&6$ /# /* /-$ Save +irect Sales 8ro%er Sales Re erral Sale 1our entries$

1.1.12 (e)ining Co-*ination o) (i"tri*&tion Channel and (ivi"ion

!"e
In this stepB 1ou can "e ine com,inations o "istri,ution channels an" "ivisions that can ,e assigne" as attri,utes to the sales organi&ation to "e ine a sales area$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code SPRO S0P CRM <M5 -en& Custo%er Relations/ip Manage%ent Master Data Organizational Manage%ent Organizational Data for Sales Scenario Define Co%bination of Distribution C/annel and Di,ision

Page 5 o ..

*$ Choose 2e3 Entries 45&6$ (i"tri*&tion Channel(e"cri$tion /#+irect Sales /#+irect Sales /#+irect Sales /*8ro%er Sales /*8ro%er Sales /*8ro%er Sales /-Re erral Sale /-Re erral Sale /-Re erral Sale -$ Save 1our entries$ (ivi"ion(e"cri$tion ##Resi"ential #*Commercial #-I$T ##Resi"ential #*Commercial #-I$T ##Resi"ential #*Commercial #-I$T

1.1.13 Set !$ <ntegration %&"ine"" Partner Organizational Manage-ent

!"e
=or 1ou to use 1our e:isting organi&ational units in or"ersB the s1stem must create ,usiness partners rom these organi&ational units$ The s1stem uses the Organizational 7nit role or the ,usiness partners it creates rom organi&ational units$

1.1.14 (e)ining ?&-*er Range )or Org. %&"ine"" Partner" 8S0P CRM9
!"e
=or each organi&ational unit create" in the organi&ational mo"el a ,usiness partner is generate" automaticall1$ =or this ,usiness partners a num,er range has to ,e create"$ I 1ou "on t "e ine a num,er range the create" ,usiness partner >ill get a num,er that ,elongs to other ,usiness partner t1pesB e$g$ consumers$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

%!C7 Cross +pplication Co%ponents S+P (usiness Partner (usiness Partner (asic Settings 2u%ber Ranges and 0roupings Define 2u%ber Ranges /$ In the ne:t steps 1ou "e ine the num,er range or Org ,usiness partners$
)$ Choose 1nsert inter,al 4S/ift8516$

,ran"action code S0P CRM <M5 -en&

.$ Enter the ollo>ing valuesA

Page #6 o ..

7ield No$ =rom num,er To num,er Current num,er E:t

:al&e C/ 666/666666 666/666555

Re-ar2" Choose an I+ >ith lea"ing C I 1ou use numeric values ma%e sure 1ou a"" lea"ing &eroes to the value until the ull length o the iel" is reache"$ I 1ou use numeric values ma%e sure 1ou a"" lea"ing &eroes to the value until the ull length o the iel" is reache"$ Internal num,er assignment is re@uire"$

0$ Choose 1nsert 4Enter6$ 4$ Choose Sa,e 4Ctrl8S6$

1.1.15 (e)ining 5ro&$ing )or Org. %&"ine"" Partner" 8S0P CRM9

!"e
=or each organi&ational unit create" in the organi&ational mo"el a ,usiness partner is generate" automaticall1$ This grouping can ,e use" or selecting the num,er range >hen creating a ,usiness partner$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

,ran"action code S0P CRM <M5 -en&

SPRO Cross +pplication Co%ponents S+P (usiness Partner (usiness Partner (asic Settings 2u%ber Ranges and 0roupings Define 0roupings and +ssign 2u%ber Ranges

*$ Choose 2e3 Entries 45&6$ -$ Enter the ollo>ing valuesA

7ield !rouping Short name +escription 'EN( Num,er range E:ternal

/$ Choose Enter.

:al&e C/ CRM Organi&ational 7nits 8usiness Partner or Org 7nits C/

Re-ar2" The grouping must have the same I+ as the assigne" num,er range

The num,er range 1ou have create" or Org 8usiness Partners$ Internal num,er assignment is re@uire"$

Int$St"$!rping E:t$St" !rping

)$ Choose Sa,e 4Ctrl8S6$

Selecte" +eselecte"

Page ## o ..

1.1.16 Setting !$ <ntegration

!"e
Activate the integration o organi&ational units an" ,usiness partners an" assign the num,er range "e ine" in the prece"ing sections$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Master Data (usiness Partner 1ntegration (usiness Partner Organization Manage%ent Set 7p 1ntegration 3it/ Organizational Manage%ent :al&e a**r E ON * C/ (e"cri$tion Activate ;R Integration Integration O28P Activate" 8usiness Partner Num,er Assignment 'Org$ 7nit( 8usiness Partner Su,group 'Organi&ational 7nit(

*$ Enter the ollo>ing values or the e:isting com,ination o 0roup an" Se%.abbr$A 5ro&$ ;RALE ;RALE ;RALE ;RALE Se-.a**r. ;RAC O8PON ON7M8 OS78!

-$ Choose Sa,e 4Ctrl8S6$

1.1.17 E4ec&ting Re$ort )or Changeover Cla""i)ication

!"e
A report has to ,e e:ecute" to changeover the customer classi ication rom ormer CRM releases$ This report has to ,e e:ecute" once even in case o a ne> installe" CRM s1stem$ Other>ise error messages "uring ,usiness partner processing >ill occur$ It has to ,e e:ecute" at this time ,ecause other>ise the ,usiness partners >hich are relate" to the organi&ational units are not create" correctl1$

Proced&re
#$ To run the reportB use the ollo>ing navigation optionA ,ran"action code S0#3

*$ Enter the report CRMFMGT8PFHCACLF7P+ATEF-6 an" choose E9ecute 45:6$ -$ Geep the "e ault values an" choose E9ecute 45:6$ /$ In case o the status message Class T-pe (7P; 2o Suitable Classes 5ound no urther actions are re@uire"$ )$ In case o other messagesB rea" the "ocumentation o the report an" run the report >ith "eactivate" lag or Test %ode$

Page #* o ..

1.2 Maintaining Organizational !nit"

!"e
Organi&ational units are unctional units o a compan1$ +epen"ing on ho> tas% "istri,ution is organi&e" in a compan1B these can ,eB or e:ampleB "epartmentsB groups or project teams$ Separate organi&ational units or mar%etingB sales an" service >ill ,e "e ine"$ The organi&ational unit in sales an" "istri,ution structures the compan1 accor"ing to S+ re@uirements$ Sales transactions are prepare" an" implemente" in a sales organi&ation$ Several sales o ices or sales groups or other reel1 "e ina,le organi&ational units can ,e assigne" at lo>er level than the sales organi&ation$ It is not possi,leB ho>everB or other sales organi&ations to ,e su,or"inate to a sales organi&ation$ Cou can assign attri,utes to a sales organi&ation in organi&ational plan maintenance$ The sales organi&ation is then responsi,le or these attri,utesI or e:ampleB one or more "ivisions an" "istri,ution channelsB a languageB or a postal co"e$ In a""ition there are organi&ational unit in the service area in >hich services are planne" an"

1.2.1 Creating an Organizational Model 8S0P CRM9

!"e
An organi&ation mo"el is create" initiall1 together >ith a root organi&ational unit >hich ,uil"s the ,asic no"e or all other organi&ational units$

Proced&re
#$ Access the Organi&ational Mo"el using the ollo>ing navigationA

S0P CRM @e*Client -en&

-$ Choose Continue $

Master Data Organization Model

*$ Create a root organi&ational unit ,1 choosing Root Organizational 7nit $ /$ Maintain the ollo>ing values or this organi&ational unitAA

7ield na-e !eneral "ata Co"e +escription A""ress A""ress Suppl StreetD;ouse No$ Cit1 Postal Co"e Countr1 Region Telephone no$ =a: Num,er Attri,utes Countr1 Re $ currenc1 or "ocument Correspon"ence Language

:al&e PPLFCOMP Pha"nis Properties Lt"$ Pha"nis Properties Lt"$ Galpavri%shaB *n" =loor Ne> #66 =t$ +$P$Roa"B Garvenagar Mum,ai /666.IN M; 6*6.0*/-666 6*6.0*/-*66 IN IN IN

)$ Choose Sa,e$ An I+ >ill ,e automaticall1 create" or the root organi&ation$ To "ispla1 this

I+B choose the ,utton Personalize B move 1Drom the +,ailable Colu%ns to the Displa-ed Colu%ns an" Sa,e$

Page #- o ..

1.2.2 Creating and 0""igning Organizational !nit"

PrereA&i"ite"
The root no"e PPLFCOMP has alrea"1 ,een create" as "escri,e" in the prece"ing section$

Proced&re
#$ Access the activit1 using one the ollo>ing navigationA S0P CRM @e*Client Master Data Organization Model -en& *$ Enter the "escription o the organi&ational unitB that has ,een create" in the prece"ing section O,eroi Compan1 an" choose Searc/$ -$ In the vie> area Result 'istB select the lin% o the root organi&ational unit PPLFCOMP$ This o,ject has alrea"1 ,een create" in the prece"ing section$ /$ In the assignment ,loc% Organizational 7nit select the root organi&ation PPLFCOMP an" choose the ,utton Organizational 7nit to create a ne> organi&ational unit on the level ,elo>$ )$ In the assignment ,loc% Organization 7nit Details an" the vie> area 0eneral Data enter the Code an" a Description or the ne> organi&ational unit$ .$ Run the ollo>ing steps to create the ollo>ing SAP 8est Practices organi&ational structure as an e:ample to >or% >ithA (e"cri$tion Bierarchy Code 6evel Pha"nis Properties Lt"$ 6 O8FCOMP PPL Sales Organi&ation !M2Sales !M2Mar%eting # * * PPL S Org !M2Sales !M2Mar%eting

0$ Save 1our entries using the Sa,e ,utton$

Re"&lt
The necessar1 organi&ational units or the mar%etingB sales an" service scenarios have ,een create"$

1.2.3 0""igning 0ttri*&te" to Organizational !nit

!"e
Cou can use general attri,ute maintenance to attri,ute "ata 'attri,utes( to organi&ational unitsB >hen creating 1our sales an" "istri,ution or service structure$ Cou al>a1s maintain these attri,utes speci icall1 or a scenario 'Sales or Service($ CRM "istinguishes ,et>een organi&ational an" ,usiness attri,utesA Organizational attri,utes "e ine the ty$e o organi&ational unitB or e:ampleB >hether it is a sales organi&ation or a service group$ %&"ine"" attri,utes "e ine the responsi,ilit1 o an organi&ational unitB or e:ampleB or >hich "istri,ution channels or pro"uct groups an organi&ational unit is responsi,le$ Attri,utes can have one or more values$ =or some attri,utesB 1ou can also enter areas ' or e:ampleB partner num,ers 66# to -66($

Page #/ o ..

The ollo>ing organi&ational units are availa,le in CRM or >hich 1ou can enter the correspon"ing organi&ational unit in the ERP s1stem$ Scenario Organizational attri*&te Corre"$ond" in ERP with Sales Sales organi&ation Sales organi&ation Sales Sales o ice Sales o ice Sales Sales group Sales group Service Service Organi&ation Maintenance planning plant

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA S0P CRM @e*Client Master Data Organization Model -en& *$ Enter the "escription O,eroi Compan1 an" choose Searc/$ -$ In the vie> area Result 'istB select the lin% o the root organi&ational unit O,eroi Compan1$ /$ In the assignment ,loc% Organizational 7nit select the organi&ational unitB that 1ou >ant to maintain )$ In the vie> +llo3 Org. 7nit to be Deter%ined o the assignment ,loc% Organizational 7nit Details. select iel" i necessar1$ Other>ise this organi&ational unit >ill not ,e ta%en into consi"eration or the organi&ational "ata "etermination$ Organizational !nit (etail" Organizational 7&nction" !nit <( 8PFCOMP OCPL S Org #6#6 S O #6# S !roup #6* S !roup #6- S !roup #6/ S !roup #6) S !roup #6. S !roup #6## S O ### S !roup ##* S !roup #6#* S O #*# S !roup #** S !roup #6#) S O #)# S !roup ORL S Org ###6 O #6# S !roup #6* S !roup Sales Organi&ation Sales O ice Sales !roup Sales !roup Sales !roup Sales !roup Sales !roup Sales !roup Sales O ice Sales !roup Sales !roup Sales O ice Sales !roup Sales !roup Sales O ice Sales !roup Sales Organi&ation Sales O ice Sales !roup Sales !roup 0llow Org. !nit to *e (eter-ined

Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales

#$ In or"er to maintain the attri,utes select the create" organi&ational units one a ter another an" choose Edit 'ist in the assignment ,loc% +ttributes $ *$ Maintain all re@uire" attri,utes or all three scenarios 'Mar$etingB Sales an" Ser,ice( o an organi&ational unit i necessar1$ =or the SAP 8est Practices organi&ational mo"el maintain the ollo>ing attri,utes$

Page #) o ..

Most o the values cannot ,e pre2"e ine" ,ecause the1 are "epen"ing on the countr1 or on the in"ivi"ual organi&ational structure$ Organizational !nit <( PPLFCOMP Scenario 0ttri*&te Sales Countr1 Re $ currenc1 or "ocument Correspon"ence Language PPL S Org !M2Sales Sales Sales Onl1 inherite" attri,ute values Onl1 inherite" attri,ute values :al&e IN INR EN :al&e to

-$ In the assignment ,loc% +ttributes. choose the ,utton C/ec$ Consistenc- or the consistenc1$ E:amine the messages or the chec% results$ /$ Choose Sa,e$

1.2.4 Matching Sale" Organization

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code SPRO S0P CRM <M5 Custo%er Relations/ip Manage%ent Master Data -en& Organizational Manage%ent +ssign%ent of Organizational 7nits fro% S+P ECC +ssign S+P CRM Sales Organizations to S+P ECC Sales Organizations *$ Choose 2e3 Entries 45&6$ -$ Maintain the ollo>ing "ata using the input helpA Sale" Organization <( 7ield R.#Sl"Org Entry ?a-e O )666666* #6-# /$ Choose Sa,e 4Ctrl8S6$

1.2.5 Maintain Bolder )or Po"ition"

!"e
Cou assign emplo1ees or users to positionsI in "oing thisB 1ou also "etermine the tas%s assigne" to them$

1.2.5.1 (e)ining ?&-*er Range" )or E-$loyee" !"e

Cou >ant to create emplo1ees >ith separate e:ternal num,er ranges in CRM$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

Page #. o ..

,ran"action code S0P CRM <M5 -en&

87C= Cross +pplication Co%ponents S+P (usiness Partner (usiness Partner (asic Settings 2u%ber Ranges and 0roupings Define 2u%ber Ranges

*$ Choose C/ange inter,als$ -$ Choose 1nsert inter,al 4S/ift8516$ /$ Enter the ollo>ing valuesA

?o. C#

7ro- n&-*er 666666#)6#

,o n&-*er 666666#)-6

E4t

)$ Choose Sa,e 4Ctrl8S6$

1.2.5.2 (e)ining 5ro&$ing )or E-$loyee" !"e

Cou >ant to create emplo1ees >ith the e:ternal num,er ranges in CRM$ Cou have to "e ine the grouping an" assign the num,er range to this grouping$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

,ran"action code S0P CRM <M5 -en&

SPRO Cross +pplication Co%ponents S+P (usiness Partner (usiness Partner (asic Settings 2u%ber Ranges and 0roupings Define 0roupings and +ssign 2u%ber Ranges

*$ Choose 2e3 Entries 45&6$ -$ Enter the ollo>ing valuesA

5ro&$ing Short na-e C# CRM Emplo1ees

/$ Choose Sa,e 4Ctrl8S6$

(e"cri$tion CRM Emplo1ees

?&-*er range C#

E4ternal

E4t. Std. 5r$ing +eselecte "

<nt Std. 5r$ing Selecte"

1.2.6 0""igning E-$loyee" to Po"ition"

PrereA&i"ite"
Cou have maintaine" the organi&ation units an" the positions$ Emplo1ees an" users have ,een create"$

Proced&re
#$ Log on to the CRM !7I screen$ *$ Access the activit1 using the transaction co"e PPOMAFCRMA -$ In the search criteria area choose =in" ,1 Organizational 7nit $ /$ Choose Searc/$ )$ In the vie> area Result 'istB select the lin% o root organi&ational unitB Pha"nis Properties Lt"$

Page #0 o ..

.$ In the Organi&ational 7nit vie> e:pan" the tree to the position 1ou >ant to assign an emplo1ee to$ 0$ Mar% the Position$ 4$ Clic% on E%plo-ee $ 5$ Search the emplo1ee ,1 criteria 'last nameB user I+($ #6$ Select the ,usiness partner$ ##$ Choose Sa,e$ #*$ Choose (ac$.

1.2.7 <ntegration o) Sy"te- !"er" and E-$loyee" ERP <-> CRM

1.2.7.1 Creating Sy"te- !"er" 8S0P ERP9 !"e
I not alrea"1 "oneB 1ou nee" to create some a""itional s1stem users in the ERP s1stem$

Proced&re
#$ To create a ne> s1stem userB choose one o the ollo>ing navigation optionsA ,ran"action code S0P ERP 5!< -en& -$ Choose Create 45:6$ /$ Enter the ollo>ing "ataA 7ield na-e Address ta* $age Last name =irst name Logon data ta* $age Initial pass>or" Repeat pass>or" 7ser T1pe Profiles ta* $age Pro ile )$ Choose Sa,e 4Ctrl8S6$ .$ Repeat these steps or the ollo>ing s1stem all other usersA :al&e PAN+IT MRINAL Initial Initial +ialog Leave empt1$ Jill ,e assigne" in the ne:t activit1 S!=1 Tools +d%inistration 7ser Maintenance 7sers

*$ In the 7ser iel"B enter the s1stem user name$

Re"&lt
A""itional s1stem users >ere create" in the CRM s1stem$

1.2.8 Set !$ %&))ering )or Sale" Scenario

Some processes o CRM nee" to have the sales areas$ The sales areas are represente" in the organi&ational mo"el that 1ou can maintain >ith the transaction PPOMAFCRMB this means the1 are not ph1sicall1 store"B ,ut the1 are the result o the "i erent com,inations o sales organi&ationsB sales o icesB sales groupsB channels an" "ivisions maintaine" in the organi&ational mo"el$

Page #4 o ..

Jhenever a CRM transaction or a ,usiness partner nee"s the sales areasB the1 are calculate"B an" this is an e:pensive process$ To spee" up this processB the sales areas are ,u ere"$ Report ;R8CIFATTRI87TESF87==ERF7P+ATE is use" to ,u er the attri,utes o organi&ational management o,jects$ To ena,le ,u ering 1ou have to maintain vie> T00OMATTR$

1.2.8.1 Ena*le %&))ering )or Sale" Scenario Proced&re

#$ Access the activit1 using the ollo>ing navigation optionA

,ran"action code

OO0,,RC!S,

*$ Select the structure no"e Scenarios$ -$ =lag the iel" in the column (uffering or the scenario S+'E $ /$ Mar% scenario S+'E $ )$ Choose +ttributes<Scenarios in the +ialog Structure .$ A"apt the values or the ollo>ing com,ination o ScenarioDAttri,uteAA

Scenario SALE SALE SALES

0ttri*&te ISFSAF!RP ISFSAFO== ISFSAFOR!

<nherit ,y$e No inheritance No inheritance No inheritance

<nvi"i*le Selecte" Selecte" Selecte"

SeA 66 66 66

0$ Choose Sa,e 4Ctrl8S6$ 4$ Log o an" log on again to the CRM s1stem in or"er to ma%e the e ect o these settings

visi,le to 1our user$

Con)ig&ration "etting" o) Ma"ter (ata Re$lication ERP -> CRM

2.1 Re$licating %&"ine"" Partner"
2.1.1 (e)ining So&rce" )or %&"ine"" Partner Creation
!"e
A ,usiness partner can ,e create" an" maintaine" in "i erent classi ications an" in "i erent s1stems "epen"ing on the ,usiness scenario$ The ollo>ing ta,le "escri,es the ,usiness partner usage in the 8est Practices scenarios$ An entr1 in the column CRM or ERP in"icates that this ,usiness partner classi ication is man"ator1 in this s1stem or a complete >al%2 through o the scenario$

Page #5 o ..

0rea Cla""i)ication Re@uire" or C&"to-er Pro"$ective c&"to-er Co-$etitor

Sale" CRM E E E ERP E

Mar2eting CRM E E ERP E

Service CRM E ERP E

2.1.2 %&"ine"" Partner Conce$t ERP <-> CRM

!"e
The ,usiness partner concepts o the ERP s1stem an" the CRM s1stem are "i erent$ There ore 1ou have to "e ine a mapping >hen e:changing ,usiness partners rom ERP to CRM an" vice versa$ a9 ERP Sy"te Ever1 ,usiness partner has to ,e assigne" to an account group that "etermines the properties o ,usiness partnersB especiall1A

Master "ata iel"s Num,er range Speci ic unctionalit1 or sales an" "istri,ution

There are more than *6 "i erent account groups availa,le in the stan"ar" "eliver1$

*9 CRM Sy"te 8usiness partners in the CRM s1stem are groupe" ,1 using classi ications >hich "etermineA

Master "ata iel"s Speci ic unctionalit1

The num,er ranges are not "irectl1 assigne" to the classi ication$ The num,er range is "etermine" ,1 the so2calle" grouping$ This grouping has to ,e assigne" manuall1 or automaticall1 >hen creating a ,usiness partner$ There are onl1 ) "i erent classi ications ConsumerA Organi&ation ConsumerA Person Customer Prospective customer

Competitor The mapping o ,usiness partners has to ,e "e ine" or ,oth "irectionsA rom the ERP s1stem to the CRM s1stem an" vice versa$ There,1 1ou have toA Map account groups to classi ications an" ma%e sure that the re@uire" iel"s in ,oth s1stems are i"entical Map the num,er ranges

Page *6 o ..

2.1.3 (e)ining ?&-*er 0""ign-ent Strategy )or %&"ine"" Partner"

!"e
#$ Choosing i"entical num,er ranges +escription The ,usiness partner I+s o ERP an" CRM ,usiness partners are i"entical$ There is al>a1s an internal assignment ta,le that maps the ERP ,usiness partner I+ to the correspon"ing CRM ,usiness partner to ensure a consistent "ata e:change$ There are t>o >a1s to guarantee i"entical num,er ranges$ a( Lea"ing s1stem approach +e ine a lea"ing s1stem or ,usiness partner maintenanceB i$e$ ,usiness partners ,elonging to the same account group or classi ication are onl1 maintaine" in the OLTP ERP or in the CRM s1stem e:clusivel1$ =or e:ampleA Customers 'account group 666#( are onl1 maintaine" in the OLTP ERPB consumers 'account group 6#06( are onl1 maintaine" in the CRM s1stem$ The account group an" the mappe" classi ication must have the same num,er range$ =or the receiving s1stem e:ternal num,er assignment is re@uire"$ Cou have to ma%e sure that ,usiness partner creation in the receiving s1stem is prohi,ite"$ Ma$$ing E4a-$le CRM Sy"teClassificatio n Customer 5ro% nu%ber to nu%ber #2 555 #666 2HHH E:ternal num,er range Internal num,er range 'lea"ing (

Proce"ure

O6,P ERP Replicatio +ccoun n t group direction 666#

5ro% nu%ber to nu%ber # 2555 #666 2HHH Internal num,er range 'lea"ing( E:ternal num,er range

Consumer

6#06

2.1.4 Ma$$ing %&"ine"" Partner Ma"ter (ata )ro- ERP to CRM

!"e
This step is or the ,usiness partner e:change only )ro- ERP to CRM$ In the ollo>ing section 1ou per orm all necessar1 steps to get the ,usiness partners rom the ERP into the CRM s1stem$ In or"er to map the ,usiness partner master "ata rom ERP to CRM 1ou have to run the ollo>ing activitiesA #$ I"enti 1ing relevant ERP account groups$ *$ +e ining num,er ranges or CRM ,usiness partners$

Page *# o ..

-$ +e ining CRM ,usiness partner groupings$ /$ Mapping ERP account group to CRM classi ication The ollo>ing ta,le "escri,es all relevant elements that have to ,e maintaine" or the mapping o ERP account groups to CRM classi ications$ It is also mentione" at >hich activit1 the element is maintaine"$ It is recommen"e" to maintain this ta,le to %eep the overvie> >hen running the ollo>ing activities$ The mapping runs as ollo>sA #$ A ,usiness partner or account group ===1 4sold to part-6 is create" in the ERP s1stem$ *$ The account group has the num,er range assignment =1 an" internal num,er assignmentB i$e$ a num,er is automaticall1 create" rom the interval ====1===== ===="""""" or this ,usiness partnerB e$g$ 1====1 $ -$ The ,usiness partner is replicate" to the CRM s1stem$ /$ The account group is assigne" to the classi ication Custo%er >ith grouping R==1$ !rouping R==1 is assigne" to num,er range R1 that is i"entical to the ERP num,er range =1$ The ERP customer that is replicate" to the CRM s1stem automaticall1 is create" >ith classi ication Custo%er an" gets the same num,er ,ecause e:ternal num,er assignment is chosen or the CRM num,er range$

2.1.5 <denti)ying Relevant ERP 0cco&nt 5ro&$" 8S0P ERP9

!"e
In the ERP s1stemB anal1&e the relevant account groups an" their assigne" num,er ranges$ I"enti 1 the account groups that 1ou are using >hen creating ,usiness partners in the ERP s1stem$ =or these account groups a mapping has to ,e "e ine" in the ollo>ing activities$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

O:,= 'ogistics 0eneral (usiness Partner Custo%ers Control Define +ccount 0roups and 5ield Selection for Custo%ers

*$ Select 1our relevant customer groups$ -$ Choose Details 4526$ /$ An overvie> ta,le o the num,er ranges appears$

Select the iel" Num,er range an" choose =/ to get the interval or this num,er range$ In this ta,leB the E:ternal iel" in"icates >hether the num,er range is internal or e:ternal$ 0.c 5r$ 0.c 5r$ (e"cri$tion ?o. Range <nt.E4t Ph2 PPL +ir "omestic -##6 customer K# E:t
)$ Note "o>n the account group in ormation

Page ** o ..

2.1.6 (e)ining ?&-*er Range" )or CRM %&"ine"" Partner" 8<9 8S0P CRM9
!"e
=or each num,er range o the selecte" account groups o the ERP s1stem 1ou have to create a num,er range in the CRM s1stem$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

%!C7 Cross +pplication Co%ponents S+P (usiness Partner (usiness Partner (asic Settings 2u%ber Ranges and 0roupings Define 2u%ber Ranges *$ Choose C/ange inter,als$ =or each "i erent num,er range i"enti ie" in the activit1 1dentif-ing Rele,ant ERP +ccount 0roups create a ne> num,er range$
-$ Choose 1nsert inter,al 4S/ift8516 an" enter the num,er range accor"ing to the ERP

,ran"action code S0P CRM <M5 -en&

num,er range$
/$ Choose the E:t lag or the num,er range$

?&-*er Range K#

<nt.E4t E:t

)$ Choose Sa,e 4Ctrl8S6$

2.1.7 (e)ining CRM %&"ine"" Partner" 5ro&$ing" 8S0P CRM9

!"e
=or each num,er range create" in the activit1 Defining 2u%ber Ranges for CRM (usiness Partners 1ou have to create a grouping$ The ,usiness partner gets a num,er rom the num,er range that is assigne" to the grouping$ This grouping is onl1 use" or "e ining num,er ranges or ,usiness partners that are replicate" rom ERP to CRM$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

,ran"action code S0P CRM <M5 -en&

SPRO Cross +pplication Co%ponents S+P (usiness Partner (usiness Partner (asic Settings 2u%ber Ranges and 0roupings Define 0rouping and +ssign 2u%ber Ranges

*$ Choose 2e3 Entries 45&6$

Create a grouping or each num,er range interval create" in the activit1 +e ining Num,er Ranges or CRM 8usiness Partners$
-$ Enter the ollo>ing valuesA

5ro&$ing -##6

(e"cri$tion - +irect Customers 2 Springs

?&-*er Range K#

<nt.E4t E:t

Page *- o ..

/$ Choose Sa,e 4Ctrl8S6$

2.1.8 Ma$$ing ERP 0cco&nt 5ro&$" to CRM Cla""i)ication" 8S0P ERP9

!"e
=or each o the ERP account groups 1ou have to "e ine a mapping to a CRM ,usiness partner classi ication an" grouping$ In the CRM s1stemB the ollo>ing ,usiness partner classi ications e:istA Customer ConsumerA Organi&ation ConsumerA Person Sales Prospect Competitor

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionA

S0P ERP ,ran"action P<(E code =or each account group 1ou have to speci 1 the classi ication ' or e:ample Consu%er( an" the grouping 'that isB num,er ranges($ *$ In the "ialog structure choose R<#CRM; +ssign +ccount 0rp. to (P Classification $
-$ Choose 2e3 Entries 45&6$ /$ Enter the ollo>ing valuesA

Account !roup -##6

Account !roup +escription Ph2 PPL +ir "omestic customer

Classi ication 8

!rouping -##6

IntDE:t Int

)$ Choose Sa,e 4Ctrl8S6$

2.1.9 Ma$$ing %&"ine"" Partner Ma"ter (ata )ro- CRM to ERP

!"e
This step is or the ,usiness partner e:change only )ro- CRM to ERP $ In the ollo>ing section 1ou per orm all necessar1 steps to get the ,usiness partners rom the CRM into the ERP s1stem$ In or"er to map the ,usiness partner master "ata rom CRM to ERP 1ou have to run the ollo>ing activitiesA #$ +e ining num,er ranges or CRM ,usiness partners$ *$ +e ining CRM ,usiness partner groupings$ -$ Mapping CRM classi ications to ERP account groups$

Page */ o ..

2.1.10 (e)ining ?&-*er Range" )or CRM %&"ine"" Partner" 8S0P CRM9
!"e
=or the ,usiness partners create" in the CRM s1stem 1ou have to "e ine num,er ranges$ Cou can "e ine one num,er range or all classi ications or "e ine or e:ample a separate num,er range or each classi ication$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code %!C7 S0P CRM <M5 -en& Cross +pplication Co%ponents S+P (usiness Partner (usiness Partner (asic Settings 2u%ber Ranges and 0roupings Define 2u%ber Ranges

*$ Choose C/ange inter,als$

?o. Range K#

<nterval 8)ro-9 66-##6666#

<nterval 8)ro-9 66-##65555

-$ Choose Sa,e 4Ctrl8S6$

2.1.11 (e)ining CRM %&"ine"" Partner" 5ro&$ing" 8S0P CRM9

!"e
The grouping >as create" earlier$ This grouping has to ,e assigne" manuall1 or automaticall1 >hen creating a ,usiness partner$ The ,usiness partner gets a num,er rom the num,er range that is assigne" to the grouping$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

,ran"action code S0P CRM <M5 -en&

SPRO Cross +pplication Co%ponents S+P (usiness Partner (usiness Partner (asic Settings 2u%ber Ranges and 0roupings Define 0rouping and +ssign 2u%ber Ranges

*$ Choose 2e3 Entries 45&6$

Create a grouping or each num,er range interval create" in the activit1 Defining 2u%ber Ranges for CRM (usiness Partners.
-$ Enter the ollo>ing valuesA

5ro&$ing -##6

(e"cri$tion Ph2 PPL +ir "omestic customer

/$ Choose Sa,e 4Ctrl8S6$

Page *) o ..

2.1.12 Ma$$ing CRM Cla""i)ication" to ERP 0cco&nt 5ro&$" 8S0P ERP9

!"e
=or each o the CRM ,usiness partner classi ications 1ou have to "e ine a mapping to an ERP account group$ 7se the ERP account groups 1ou have create" in the activit1 Creating ERP +ccount 0roups.

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionA S0P ERP ,ran"action P<(E code *$ In the "ialog structure choose CRMR<#; +ssign (P Classification to +ccount 0rp$ -$ Choose 2e3 entries 45&6. /$ Enter the mapping accor"ingA a( Customer Assign the account group that is relevant in the ERP s1stem or customers$ This is also assigne" >hen the ,usiness partner is a""itionall1 classi ie" as a prospecti,e custo%er an" a co%petitor in the CRM s1stem$ CRM Cla""i)ication ERP 0cco&nt 5ro&$ Customer '8( -##6 'Ph2 PPL +ir "omestic customer( )$ Choose Sa,e 4Ctrl8S6$

2.1.13 Synchronizing 7ield Setting" )or %&"ine"" Partner" 8S0P ERP9

!"e
In or"er to replicate ,usiness partners rom the ERP to the CRM s1stem an" vice versa 1ou have to s1nchroni&e the iel" settings or ,usiness partnerB i$e$ i a master "ata recor" iel" in the receiving s1stem has the setting Re>uired Entr- an uploa" is onl1 success ul i this iel" maintaine" in the master "ata recor" o the sen"ing s1stem$ To avoi" replicating pro,lems the re@uire" entries o the master "ata recor"s have to ,e i"entical$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

O:,= 'ogistics 0eneral 3 (usiness Partners ! Custo%ers ! Control 3 Define +ccount 0roups and 5ield Selection for Custo%er

*$ Choose an account group that is relevant or the mapping$ -$ Choose Details 4526$ /$ +ou,le2clic% on the te:t 0eneral data in the screen area 5ield status $ )$ +ou,le2clic% on each o the "i erent entries in the Select 0roup areaB or e:ampleB

+ddress$ The correspon"ing iel" list is "ispla1e"$

.$ Repeat these steps or all iel" status areas 'Compan1 co"e "ataB Sales "ata($

0cco&nt 5ro&$ 8#11=9

Mandatory 7ield"

Page *. o ..

!eneral +ata

Name #Dlast name Postal co"eB cit1

Sales "ata

Pricing Proce"ure Shipping Con"itionsDPO+ relevance

0$ Save 1our changes$

2.1.14 Selecting C&"to-er" )or Re$lication 8S0P CRM9

Proced&re
#$ This step is optionalB an" has to ,e per orme" in case there are an1 ,usiness partner

'relevant or CRM( availa,le in ERP$ This activit1 >as not nee"e" in current caseB ,ut "ocumente" or uture re erence$
*$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code R#0C1 S0P CRM 5!< +rc/itecture and Tec/nolog- Middle3are Data -en& E9c/ange Ob?ect Manage%ent (usiness Ob?ects -$ To set the ilter or the ,usiness o,ject C7STOMERFMAINB clic% on the ilter s1m,ol$
/$ !o to the ta, 5ilter Settings$ )$ In the iel" Source Site 2a%e B choose the site source o 1our "ata 'normall1 OLTP($ .$ Ma%e sure that 1ou are in change mo"e$ Choose Displa- @ ! C/ange 4Ctrl8516$ 0$ Choose the relevant "ata or 1our ilter settingsB or e:ample 1ou can speci 1 the customer

num,ers or replication$
4$ Enter the ollo>ing "ataA

,a*le.Str& ct&re GNA#

7ield G7NNR

OP 8T

6ow <put num,er o customer as in GNA# ta,le3

Bigh <put num,er o customer as in GNA# ta,le3

<ncl..E4cl. Inclusive "e ine" setDarra1

5$ Choose Sa,e 4Ctrl8S6 #6$ Choose 2o to all on the irst "ialog ,o:$ ##$ Choose Continue 4Enter6 on the secon" "ialog ,o:$$

2.1.15 Re$licating C&"to-er" 8S0P CRM9

Proced&re
#$ This step is optionalB an" has to ,e per orme" in case there are an1 ,usiness partner 'relevant or CRM( availa,le in ERP$ This activit1 >as not nee"e" in current caseB ,ut "ocumente" or uture re erence$

Page *0 o ..

*$ To replicate the customersB either as speci ie" in the ilter or all customersB into the CRM s1stemB access the activit1 using one o the ollo>ing navigation optionsA ,ran"action code R#0S S0P CRM 5!< -en& +rc/itecture and Tec/nolog- Middle3are Data E9c/ange 1nitial 'oad Start -$ In the 'oad Ob?ect iel"B enter C7STOMERAM+12$ /$ In the Source Site 4Sender6 iel" enter O'TP an" in the Destination Site 4Recei,er6 iel" enter CRM$ )$ To run the replicationB choose E9ecute 45:6$ .$ Con irm the ne:t screen message ,1 choosing Continue 4Enter6$

2.1.16 Monitoring Re$lication Stat&" 8S0P CRM9

Proced&re
#$ This step is optionalB an" has to ,e per orme" in case there are an1 ,usiness partner

'relevant or CRM( availa,le in ERP$ This activit1 >as not nee"e" in current caseB ,ut "ocumente" or uture re erence$
*$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM 5!< -en&

R#0M1 +rc/itecture and Tec/nolog- Middle3are Data E9c/ange 1nitial 'oad Monitor Ob?ects

-$ In the Ob?ect 2a%e iel"B enter the "o>nloa"e" o,ject to get the "o>nloa" status o this

o,ject$ Cou can also ma%e no entr1 to get the status o all "o>nloa"e" o,jects$
/$ Choose E9ecute 45:6$ )$ The replication is complete i all o,jects have the status Done$

2.1.17 Chec2ing %&"ine"" Partner" 8S0P CRM9

PrereA&i"ite"
In the ,usiness partner maintenance o the CRM s1stemB ma%e sure that the ,usiness partner has a correspon"ing entr1 in the Sales +rea o the salesB "istri,utionB an" invoicing "ata$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

S0P CRM @e*Client -en&

Master Data C Accounts

*$ Enter the Account I+ o 1our ,usiness partner in the Searc/ Criteria iel" +ccount 1D is$ -$ In Searc/ Criteria iel" RoleB choose the Role Sold to$ /$ In the area vie> Result 'ist "ou,le2clic% on the ,usiness partner 2a%e. )$ Then scroll "o>n to the vie> area Sales +rea Data. This vie> area might ,e hi""en$ It can

,e a""e" ,1 choosing Personalize in this Account Kie>.

2.1.18 Monitoring Re$lication Stat&" 8S0P CRM9

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

Page *4 o ..

,ran"action code S0P CRM 5!< -en&

R#0M1 +rc/itecture and Tec/nolog- Middle3are Data E9c/ange 1nitial 'oad Monitor Ob?ects

*$ In the Ob?ect 2a%e iel"B enter C7STOMERARE' to get the "o>nloa" status o this o,ject$ Cou can also ma%e no entr1 to get the status o all "o>nloa"e" o,jects$

Re"&lt
The replication is complete i all o,jects have the status Done.

2.1.19 Chec2ing Co-$letene"" o) Re$lication 8S0P CRM9

Proced&re
To chec% the completeness o the contact person replicationB carr1 out these stepsA #$ Access the activit1 using one o the ollo>ing navigation optionsA ,ran"action code SE1/ S0P CRM 5!< -en& +rc/itecture and Tec/nolog- +(+P Bor$benc/ O,er,ie3 Data (ro3ser *$ Enter (7T=&= in the iel" Table 2a%e$ -$ Choose Table Contents 4Enter6$ /$ Compare the num,er o entries >ith the Relationship Categor1 value (7R==1 Contact Person Rel.s/ip >ith the num,er o entries in the ERP ta,le GNKG$ The num,er o entries shoul" ,e i"entical$ Please note that all contact persons or >hich the correspon"ing ,usiness partner isn t availa,le in the CRM s1stem are not replicate"B i$e$ 1ou have to set a ilter in the ta,les >hich is i"entical >ith the ilter use" or the "o>nloa" o customers$

2.2 Re$licating Material"

!"e
The ollo>ing activities are re@uire" to replicate the pro"uct settings to the CRM s1stemA Chec%ing Material +e ining Item Categor1 !roups Selecting Materials or Replication Replicating Materials Monitoring Replication Status

2.2.1 Chec2ing Material 8S0P ERP9

!"e
In this step 1ou chec% >hether the material master that 1ou >ant to sell in 1our CRM s1stem is in the correspon"ing sales area in the ERP s1stem$

Proced&re
Access the activit1 using one o the ollo>ing navigation optionsA

Page *5 o ..

,ran"action code S0P ERP 5!< -en&

MM=# 'ogistics Materials Manage%ent Material Master Material Displa- Displa- Current

2.2.2 (e)ining <te- Category 5ro&$"

!"e
The item categories o the ERP ,ac% en" have to ,e create" in the same >a1 in the CRM s1stem$

2.2.3 Chec2ing <te- Category 5ro&$" 8S0P ERP9

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

SPRO Sales and Distribution Sales Sales Docu%ents Sales Docu%ent 1te% Define 1te% Categor0roups

*$ All the item categor1 groups are to ,e copie" >hich are there in ERP$

2.2.4 Co$ying <te- Category 5ro&$" 8S0P CRM9

Proced&re
To create the item categor1 groups in the CRM s1stemB carr1 out these stepsA #$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code SPRO S0P CRM <M5 -en& Custo%er Relations/ip Manage%ent Transactions (asic Settings Define 1te% Categor- 0roup
*$ On the 1te% Categor- 0roup screen choose 2e3 Entries 45&6$

-$ Paste the relevant item categor1 groups o the ERP ,ac% en"$ /$ Choose Sa,e 4Ctrl8S6.

2.2.5 Selecting Material" )or Re$lication 8S0P CRM9

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM 5!< -en&

R#0C1 +rc/itecture and Tec/nolog- Middle3are Data E9c/ange Ob?ect Manage%ent (usiness Ob?ects

*$ Set the ilter or the ,usiness o,ject MATERIAL ,1 clic%ing on the ilter s1m,ol$ -$ Ma%e sure that 1ou are in change mo"e$ Choose Displa- @ ! C/ange 4Ctrl8516$ /$ In the iel" Source Site 2a%e choose OLTP$ )$ Speci 1 the material num,ers or replicationB or e:ample ,1 selecting ta,le MARA an" iel" MATNR$ .$ Enter the ollo>ing "ataA

Page -6 o ..

,a*le.Str&ct&re MARA

7ield OP MATNR E?

6ow <Lo> num,er3

Bigh

<ncl..E4cl. Inclusive "e ine" setDarra1

0$ Choose Sa,e 4Ctrl8S6$ 4$ Choose 2o to all on the irst "ialog ,o:$ 5$ Choose Continue 4Enter6 on the secon" "ialog ,o:$ #6$ Choose 5ilter S-nc. ##$ Choose Continue 4Enter6 on the "ialog ,o:$ I 1ou speci 1 ilter criteria an" enter values into numeric iel"s to narro> the range o o,jects to ,e "o>nloa"e"B ma%e sure 1ou a"" lea"ing &eros to the value until the ull length o the ERP "ata,ase ta,le iel" is reache"$ Material num,er MARA$MATNR re@uires #4 "igits '6666666666#66666/6($ The material num,er must have the same ormat as in the ERP s1stemB chec% "ata,ase entries >ith transaction co"e SE#0$

2.2.6 Re$licating Material" 8S0P CRM9

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code R#0S S0P CRM 5!< +rc/itecture and Tec/nolog- Middle3are Data -en& E9c/ange 1nitial 'oad Start *$ In the 'oad Ob?ect iel"B enter M+TER1+'$ -$ In the Source Site 4Sender6 iel" enter O'TP an" in the Destination Site 4Recei,er6 iel" enter CRM$ /$ To run the replicationB choose E9ecute 45:6$

2.2.7 Monitoring Re$lication Stat&" 8S0P CRM9

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code R#0M1 S0P CRM 5!< +rc/itecture and Tec/nolog- Middle3are Data -en& E9c/ange 1nitial 'oad Monitor Ob?ects *$ In the Ob?ect 2a%e iel"B enter the "o>nloa"e" o,ject to get the "o>nloa" status o this o,ject$ Cou can also ma%e no entr1 to get the status o all "o>nloa"e" o,jects$

Re"&lt
The replication is complete i all o,jects have the status Done.

Page -# o ..

In case o pro,lems "uring replicationB call transaction SMBP 'Mi""le>are Portal( an" search or error states in the area Runti%e 1nfor%ation $

2.2.8 Chec2ing Material" 8S0P CRM9

PrereA&i"ite"
In the pro"uct maintenance o the CRM s1stemB ma%e sure that the pro"uct has entries or Sales an" +istri,ution$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

S0P CRM @e*Client -en&

Master Data C Products

*$ Enter the Product 1D o one o 1our replicate" pro"ucts rom ERP to CRM$ -$ Choose a pro"uct in the Result 'ist vie> area an" chec% the iel"s in the vie> areas

Product Details. Categories or completeness$

2.3 Re$licating Condition"

This chapter "escri,es the Initial Loa" o Con"ition Customi&ing +ata an" Con"ition Master +ata or speci ic pricing proce"ures$ Jhen using SAP 8est Practices or CRM the sales or"er processing '@uotationB sales or"er( ta%es place in the ERP s1stem onl1$

2.3.1 Creating Pricing Proced&re"

!"e
In or"er to replicate con"ition customi&ing "ata an" con"ition master "ata 1ou have to ma%e sure that the ollo>ing activitiesB creating t>o ne> customer pricing proce"uresB have ,een e:ecute" in ERP$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

,ran"action code S0P ERP <M5 -en&

SPRO Sales and Distribution (asic 5unctions Pricing Pricing Control Define +nd +ssign Pricing Procedures

*$ Choose Maintain pricing procedures $ -$ Choose 2e3 Entries 45&6 and create the ne> pricing proce"ure ZOCLPR CRM Pricing

Procedure PP'.
/$ Choose Enter. )$ Select the ne>l1 create" pricing proce"ure an" choose Control data in the le t2han" +ialog

Structure$
.$ Choose 2e3 entries 45&6 an" create pricing proce"ure as ,elo>A

Lev el

Co un

Usa ge

Con. Type

Fro m

To

Manu al

Subto tal

Calculat ion Formul

Base Form ula

Con .

Page -* o ..

a 30 45 100 102 104 106 108 110 112 900 920 950 140 0 0 0 0 0 0 0 0 0 0 0 0 0 PR PR PR PR PR PR PR PR PR PR PR PR PR ZPPL ZCAR ZAGV ZPSD ZPRC ZPEC ZOPV ZPCH ZPMC YEST YES1 YES2 ZBRO 30 30 X X 45 X X X X X X X X X 2 2 2 2 2 2 10 2 2

100

30 900 900

0$ Choose Sa,e 4Ctrl8S6$ 4$ Save 1our entries an" select a customi&ing re@uest i re@uire"$

Re"&lt
Pricing proce"ure COC'PR >ill ,e use" or the scenario Opportunit- Manage%ent $

2.3.2 Re$licating Condition" 8S0P CRM9

!"e
The initial loa" o the con"ition customi&ing o,ject is per orme" ,e ore the initial loa" o the con"ition master "ata o,jects an" a ter the initial loa" o ,usiness partner master "ata an" material master "ata has ,een per orme"$ Please see SAP note /4/60- or in ormation a,out cross2client an" client2speci ic customi&ing ta,les$

2.3.2.1 Selecting Condition C&"to-izing )or Re$lication 8S0P CRM9 !"e

An important prere@uisite to the success ul initial "o>nloa" o con"ition customi&ing is that all the necessar1 ilter settings are in place$ Jithout using a ilter all customi&ing o,jectsB i$e$ pricing proce"ures etc$ are replicate"$ This activit1 >as per orme" using "o>nloa" o,ject +NLFC7STFCN+ALL$ =or uture maintenance create o>n "o>nloa" o,ject as "escri,e" in steps ,elo>B >hich is given as e:ample$ In case 1ou >oul" li%e to run another con"ition customi&ing "o>nloa" in an a""itional CRM client it is recommen"e" to use 'copies o ( the "o>nloa" o,jects +NLFC7STFPRC an" +NLFC7STFCN+FPR >ith ilters instea" o +NLFC7STFCN+ALL ,ecause +NLFC7STFCN+FALL comprises client in"epen"ent an" client "epen"ent customi&ing >hereas the other t>o o,jects are restricte" to client speci ic customi&ing$

Page -- o ..

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM -en&

R-AC) +rc/itecture and Tec/nolog- Middle3are Data E9c/ange Ob?ect Manage%ent Condition Ob?ects

*$ Choose Create in the change mo"e$ -$ I 1ou >ant to create a ne> con"ition customi&ing "o>nloa" o,ject 'e$g$B

C+NLFC7STFCN+ALL( choose Create Ob?ect. Ma%e sure that 1ou enter e:actl1 the same in ormation or the ne> o,ject as 1ou have or +NLFC7STFCN+ALL$
/$ Save 1our entries$ )$ The ollo>ing ta,le can ,e use" as an orientation or "e ining ta,le ilter settings >ithin the

ne>l1 create" "o>nloa" o,ject$ Accor"ing to 1our speci ic "ata some settings ma1 have to ,e a"apte"$ ,a*le MNTCNT T.4# 7ilter "etting" Not nee"e"$ 7sing iel" >O,0% enter onl1 those con"ition ta,les accesse" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ 7sing iel" >O,0%?R enter onl1 those con"ition ta,les accesse" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ Also restrict the 'anguage $e- to E using iel" SPR0S an" the 7sage of t/e condition table to 0 using iel" >:E@E$ 7sing iel"s >O,0%?R enter onl1 those con"ition ta,les accesse" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ Also restrict the 7sage of t/e condition table to 0 using iel" >:E@E$ 7sing iel" >OD57 enter onl1 those access se@uences use" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ It is recommen"e" that 1ou set ilters on iel"s GKEJE an" GAPPLB restricting "o>nloa" onl1 to 7sage A Pricing an" Applications K SalesD+istri,ution$ Set a ilter on the iel" GALSMB speci 1ing onl1 those pricing proce"ures 1ou >ant to use in the CRM s1stem$ It is recommen"e" that 1ou also set ilters on iel"s GKEJE an" GAPPLB restricting "o>nloa" onl1 to 7sage A Pricing an" Applications K SalesD+istri,ution Speci 1 ilter settings onl1 i 1ou use con"ition e:clusion groups in 1our pricing proce"ures that 1ou are "o>nloa"ing to the CRM s1stem$ Other>iseB "eactivate these ta,les$ 7sing iel" >SCB6 enter onl1 those con"ition

T.4#T

T.4#E

T.4*B T.4*IB T.4*TB T.4*H

T.4*K

T.4-B T.4-SB T.4-7B T.4-T

T.4/B T.4/!B T.4/TB T.4/S

T.4 )B T.4)AB T.4)TB T.4)H

Page -/ o ..

T.4.EB T.4.= TMC#

TMC#+

t1pes >hich 1ou use in the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ It is recommen"e" that 1ou also set ilters on iel"s GKEJE an" GAPPLB restricting "o>nloa" onl1 to 7sage A Pricing an" Applications K SalesD+istri,ution Cou can leave these ta,les >ithout ilter settings$ 7sing iel" 5S,R! onl1 enter those con"ition ta,lesB >hich are accesse" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o>nloa" to the CRM s1stem$ Cou can leave these ta,les >ithout ilter settings$

.$ =or the SAP 8est Practices scenarios onl1 t>o pricing proce"ures have to ,e replicate"

rom the ERP s1stem to the CRM s1stemA a simpli ie" pricing proce"ure or CRM Opportunit1 Management 'C6666#( an" a pricing proce"ure or Service Or"er Management <PP Sales3 i"enti ie" in section Deter%ine ERP Sales Pricing Procedure. In or"er to restrict the "o>nloa" at least on the level o pricing proce"ures 1ou can a"" the ollo>ing ilters to the T.4- ta,les in the ne> "o>nloa" o,ject C+NLFC7STFCN+ALL an" %eep all other ilters unchange"A ,a*le T.4T.4T.4-S T.4-S T.4-T T.4-T T.4-7 T.4-7 7ield GALSM GALSM GALSM GALSM GALSM GALSM GALSM GALSM O$erator E? E@ualit1 'L Lo>( E? E@ualit1 'L Lo>( E? E@ualit1 'L Lo>( E? E@ualit1 'L Lo>( E? E@ualit1 'L Lo>( E? E@ualit1 'L Lo>( E? E@ualit1 'L Lo>( E? E@ualit1 'L Lo>( :al&e C6666# <PP Sales3 C6666# <PP Sales3 C6666# <PP Sales3 C6666# <PP Sales3

0$ Choose Sa,e 4Ctrl8S6$

2.3.2.2 Re$lication o) Condition O*+ect" !"e

The purpose o this tas% is to replicate the con"ition customi&ing an" the con"ition master "ata rom the ERP ,ac%2en" s1stem to the CRM s1stem$ #$ Access the activit1 using one o the ollo>ing navigation optionsA ,ran"action code R#0S S0P CRM 5!< -en& +rc/itecture and Tec/nolog- Middle3are Data E9c/ange 1nitial 'oad Start *$ Select the ne> "o>nloa" o,ject DD2'AC7STAC2D+'' 4if created ne36 4or the o,jects D2'AC7STAPRC an" D2'AC7STAC2DAPR ( or D2'AC7STAC2D+'' or the con"ition customi&ing "ata$
-$ In the Source Site 4Sender6 iel" enter O'TP an" in the Destination Site 4Recei,er6 iel"

enter CRM$
/$ To run the replicationB choose E9ecute 45:6$ )$ In the Source Site 4Sender6 iel" enter O'TP an" in the Destination Site 4Recei,er6 iel"

enter CRM$
.$ To run the replicationB choose E9ecute 45:6$

Page -) o ..

2.3.2.3 Monitoring Re$lication Stat&" 8S0P CRM9 Proced&re

#$ Access the activit1 using one o the ollo>ing navigation optionsA

R#0M1 +rc/itecture and Tec/nolog- Middle3are Data E9c/ange 1nitial 'oad Monitor Ob?ects *$ In the Ob?ect 2a%e iel"B enter the "o>nloa"e" o,ject to get the "o>nloa" status o this o,ject$ Cou can also ma%e no entr1 to get the status o all "o>nloa"e" o,jects$

,ran"action code S0P CRM 5!< -en&

Re"&lt
The replication is complete i all o,jects have the status Done. In case o pro,lems "uring replicationB call transaction SMJP 'Mi""le>are Portal( an" search or error states in the area Runti%e 1nfor%ation $

2.3.2.4 Chec2ing Co-$letene"" o) Re$lication 8S0P CRM9 Proced&re

#$ Access the activit1 using the ollo>ing navigation optionA

,ran"action code C?(EM0PE6O5E(<SP60F *$ Enter CON+FEEC;AN!E in the Ob?ect iel" an" CON+ITIONS in the Subob?ect iel"$
-$ Chec% the log ile or errors$

Cou can also compare the content o the ERP con"ition ta,les >ith the correspon"ing CRM con"ition ta,les$ The CRM con"ition ta,les have the pre i: CNCCRMPRSAPECH >here ECH is the num,er o the ERP con"ition ta,leB e$g$ the ERP ta,le A-6/ is mappe" to the CRM ta,le CNCCRMPRSAP-6/$

2.3.2.5 (i"$laying Condition ,y$e" in Prod&ct Condition" 8S0P CRM9 !"e

The purpose o this tas% is to ma%e 1our "o>nloa"e" ERP con"ition t1pes ' or e:ample PR66( visi,le in the CRM pro"uct con"itions$ The ollo>ing steps are "escri,e" or con"ition t1pe PR66 as an e:ample$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

SPRO Custo%er Relations/ip Manage%ent Master Data Conditions and Condition Tec/ni>ue Condition Tec/ni>ue; (asics Create Maintenance 0roup *$ Select the group PRO+7CTCRM 'Pro"uct sales prices($
-$ +ou,le2clic% on ol"er Condition Maintenance 0roup; Detail$ /$ No> 1ou can see the permitte" con"itions an" ta,les "ispla1e" in the pro"uct con"itions$ )$ Note the highest use" counter$ .$ Choose 2e3 Entries$ 0$ Ma%e the ollo>ing - entries or the con"ition ta,les SAP66/B SAP-)6 an" SAP-6/A

,ran"action code S0P CRM <M5 -en&

Page -. o ..

CRM PR 7se the con"ition ta,le 1ou are using or 1our con"itionB SAP66/B SAP-)6 an" SAP-6/$ Cond. ,y$e In this case HPPLB HCARB HA!KB CESTB CES*B H8ROB HPS+B HPRCB HPECB HOPKB HPC;B HPMC (e"cri$tion <As applica,le or the respective con"ition t1pe3 4$ Choose Enter an" "isregar" the >arning$
5$ Save 'Ctrl M S( 1our settings$ #6$ Chec% the log or errors$

Co&nter 0$$l. Cla"" !"age Condition ,a*le

Ne:t unuse" Counter

Re"&lt
The "o>nloa"e" con"itions are no> visi,le in the CRM pro"uct con"itions$

2.3.3 Chec2ing (ata <ntegrity o) Re$lication

!"e
The +ata Integrit1 Manager allo>s to compare customi&ing an" master "ata ,et>een s1stems 'in this case ,et>een CRM an" ERP($ Either ;ea"er Compare 'O,ject e:ists in ,oth s1stems( or +etail Compare 'comparison on iel" level( can ,e e:ecute"$ In the ollo>ing the compare or the replicate" master "ata o,jects customerB contacts an" pro"ucts >ill ,e "escri,e"$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM 5!< -en&

S(<M0 +rc/itecture and Tec/nolog- Middle3are Data E9c/ange S-nc/ronization Data 1ntegritManager

*$ Choose 2e3 D1M+ 1nstance $ -$ Choose Continue. /$ Enter a +IMa Instance "escriptionB e$g$ HFC7STOMER an" a +IMa O,jectB e$g$

C7STOMER an" choose Continue$

)$ Chec% >hether the R=C connection points to 1our connecte" ERP s1stem$ Select =ilter

Mo"e +ll 5ilters$

.$ Choose Continue $ 0$ Set a ilter >hich correspon"s to the ilter 1ou have use" or the "o>nloa" o the o,jectB

e$g$ customer num,er range ,1 choosing +ppend Ro3$ +e ine the ilter ,1 using a com,ination o ta,leB iel" an" rangeB e$g$ GNA#B G7NNRB 8TB 6666#66666 6666#55555$
4$ Choose Continue. 5$ Choose Co%plete. #6$ Choose D1Ma ! Start Co%pare to run a comparison on hea"er level$ ##$ Choose D1Ma ! Start Detail Co%pare to run a comparison on iel" level$ #*$ Choose Refres/ to up"ate the status 'tra ic light( o the +IMa instance$

Page -0 o ..

#-$ In the Results of D1M+ 1nstance list the ollo>ing in ormation is provi"e"A

E:istence o o,jects in CRM an" ERP +i erences ,et>een o,jects

#/$ Choose S/o3 5irst Message to "ispla1 "ata inconsistenc1 messages$ #)$ Correct relevant master "ata inconsistencies ,1 maintaining the relevant master "ata to

trigger a "elta "o>nloa" o master "ata ,et>een ERP an" CRM$

#.$ Repeat these steps or +IMa o,jects CONTACTS an" MATERIAL$

2.3.4 O*+ect Manage-ent

2.3.4.1 Changing %loc2 Size !"e
The ,loc% si&e speci ies the num,er o o,ject instances that >ill ,e selecte" an" or>ar"e" in a single operation$ The ,loc% si&e is set ,1 the s1stem$ The "e ault value onl1 has to ,e change" i there are pro,lems ' or e:ampleB memor1 over lo> >hen ma%ing selection in the ERP s1stem($

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM 5!< -en&

R#0C1 +rc/itecture and Tec/nolog- Middle3are Data E9c/ange Ob?ect Manage%ent (usiness Ob?ects

*$ On the Ob?ect O,er,ie3 screen select the o,ject or >hich the ,loc% si&e shoul" ,e

change" an" choose 5ilters$

-$ Choose Displa- C/ange 4Ctrl 8 526. /$ Change the entr1 in the iel" (loc$ Size $ )$ Save 'Ctrl M S( 1our entries$

2.3.4.2 (e)ining 7ilter" )or O*+ect" !"e

7n"er 5ilter Settings 1ou can set ilters or a ,usiness o,ject$ =or Customi&ing an" con"ition o,jects the ilters can ,e "e ine" onl1 using ta,lesDstructures an" the ta,le2relate" ilter s1m,ol$ I 1ou use more than one ilter entr1 per o,jectB ilters to the same ta,le iel" are lin%e" >ith an OR$ =ilters to "i erent ta,le iel"s are lin%e" ,1 AN+$ The ilter con"ition KGOR! L 666#B KTJE! L 6# results in o,jects that ul ill ,oth con"itions at the same time$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code R#0C1 S0P CRM 5!< +rc/itecture and Tec/nolog- Middle3are Data -en& E9c/ange Ob?ect Manage%ent (usiness Ob?ects *$ Select a ,usiness o,ject an" choose Details$

Page -4 o ..

-$ Choose 5ilter Settings. /$ Enter the "ata or the ollo>ing iel"sA

Proced&re 7se the input help to select the site 1ou >ant to set the ilter criteria or$ =or e:ampleB or an initial "ata trans er rom SAP ERPB this is the ERP S1stem rom >hich the "ata is to ,e trans erre"$ NoteA The selection is "epen"ent on the allo>e" lo> conte:ts 'SMO=INICON($ Ta,le 7se the input help to select a ta,leB or e:ampleB GNA# or customer master$ =iel" 7se the input help to select a iel"$ OP 'Operator( Select an operator$ LOJ Speci 1 the lo>er limit or the ilter con"ition$ I the iel" 1ou selecte" is a "ate iel"B enter the "ate >ith the ormat CCCCMM++$ Lea"ing &eros shoul" ,e use" as values or e:ampleB or customer an" material num,ers$ ;I!; Speci 1 the upper limit$ Incl$DE:cl$ Speci 1 >hether the state" valueDinterval range shoul" ,e inclu"e" or not$ InclusiveA the resulting set lies >ithin the range$ E:clusiveA The resulting set lies outsi"e the range$ Inactive Set 1our ilter con"itions to active$ )$ Save 'Ctrl M S( 1our entries$ The 0enerate 5ilter push,utton locate" ,elo> the menu is onl1 use" or regenerating ilter mo"ules or selecte" o,jectsB an" shoul" onl1 ,e use" in e:ceptional cases$ The iel"s or iltering are availa,le pre"e ine" or the o,jects$ Cou >ill in" the values allo>e" or each o,ject >hen 1ou ma%e 1our selection$ Some o,jects are "elivere" >ith pre"e ine" ilters$ SAP recommen"s that 1ou "o not change or "elete$ I necessar1B 1ou shoul" "e ine ne> ilters$ The purpose o ilters is to re"uce the si&e o the "ataset trans erre"$ Cou can in" the pre"e ine" ilters in the change unctions o the A"apter =rame>or% an" in ta,le SMO==ILTA8$ =ilter con"itions are onl1 store" locall1 an" are not containe" in the transport o a"apter o,jects$ In this >a1 ilters are not transporte" rom the "evelopment s1stem to the pro"uction s1stem$ This is ,ecause ilter con"itions are site2speci ic an" are "e ine" "i erentl1 in the "evelopment s1stem to the pro"uction s1stem$ Ne> ilter settings have to ,e "e ine" in each s1stem$

7ield Source site

2.3.4.3 <-$roving Per)or-ance d&ring Re$lication !"e

The initial "o>nloa" o o,jects such as the material master "ata can lea" to per ormance pro,lems$

Proced&re
In or"er to improve per ormanceB appl1 SAP Note -)6#0.$

2.3.4.4 Monitoring and Error 0naly"i" )or Re$lication

Several tools or monitoring can ,e use" to chec% the status o the replication$

Page -5 o ..

Monitoring Download Status

!"e
The list Monitor Ob?ects sho>s the current "o>nloa" status 'Running. Bait. Done ( or previousl1 selecte" o,jects$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM 5!< -en&

R#0M1 +rc/itecture and Tec/nolog- Middle3are Monitoring Data E9c/ange Monitor Ob?ects

*$ Enter either an o,ject name or an o,ject name area or use the =/ input help$

Leave the selection empt1 i 1ou >ant to "ispla1 all o,jects$

-$ 7n"er +dditional Selection Criteria 1ou can select ,1 the current statusA +bortB Baiting B

Running or Done.
/$ Choose E9ecute$ )$ On the Monitor Do3nload Ob?ects screen 1ou get the ollo>ing in ormation that gives 1ou

hints a,out the correctness o the "o>nloa" or each o,ject$ 7ield :al&e Chec%,o: Set the in"icator to select a trans er o,ject or urther processing$ Status The ollo>ing values are possi,leA

Re" '>aiting( i$e$ not 1et starte" or a,orte" Cello> 'Running( !reen 'Done(

O,ject name P 'Parent( +ate Time 8loc% No$

Attempt Source Site +estination

I this in"icator is setB there is a superor"inate o,ject in the trans er$ +ate o the last trans er ,loc%$ Start time o the last trans er ,loc%$ The ,loc% num,er in"icates ho> man1 ,loc%s have alrea"1 ,een "o>nloa"e"$ I B or e:ampleB the ,loc% si&e has ,een set to #66B then ,loc% num,er #) means that #B)66 o,jects have alrea"1 ,een poste" on the CRM Server "ata,ase$ This iel" sho>s the num,er o attempte" trans ers$ Speci ication o the R=C OLTP "estination$ Speci ication o the CRM s1stem or C+8

.$ I an o,ject >ill not start 're" light an" status L Baiting (B chec% i the o,ject is "epen"ent

' iel" Subob?ect ($ Onl1 i the parent o,ject has ,een loa"e" success ull1B can "epen"ent o,jects ,e starte"B e$g$ Material can onl1 ,e "o>nloa"e" once Custo%er has ,een "o>nloa"e"B since there are materials "epen"ent on customers$
0$ I an o,ject has not change" in the Monitor or a long timeB 'e$g$ no increase in ,loc%

num,ers or the last ive minutes(B ascertain the reason irst an" then tr1 to "o>nloa" the o,ject again$ In this case 1ou shoul" run the ollo>ing activities to "etect the error$

Page /6 o ..

2.3.4.5 Monitoring O&t*o&nd G&e&e Proced&re

#$ This is use" in cases >hen the @ueues are stuc% in replication$ Jith this 1ou can i"enti 1

the @ueues an" "o the "e,ugging or those$

*$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM 5!< -en&

SMG1 +rc/itecture and Tec/nolog- Middle3are Monitoring Eueues Displa- Outbound R5C Eueues

-$ To "ispla1 a list o the @ueuesB enter the clientB @ueue name ' or e:ample N( an" the @ueue

"estination ' or e:ample N($

/$ Choose E9ecute$ )$ To "ispla1 the statusB select the @ueue an" choose Displa- selection '=0($ .$ Call a speci ic out,oun" @ueueB select it an" choose Displa- Selection 45)6$ 0$ To "ispla1 "etails on a @ueueB "ou,le2clic% the iel" Eueue na%e $ 4$ I the @ueue >as stoppe" ,ecause o capacit1 overloa"B use =. to restart the @ueue$ 5$ I a secon" start o the @ueue is not success ulB call the short "ump anal1sis in the CRM

s1stem$

2.3.4.6 Monitoring <n*o&nd G&e&e Proced&re

#$ This is use" in cases >hen the @ueues are stuc% in replication$ Jith this 1ou can i"enti 1

the @ueues an" "o the "e,ugging or those$

*$ To vie> the in,oun" @ueues in the CRM s1stem an" their statusB choose one o the

ollo>ing navigation optionsA ,ran"action code SMG S0P CRM 5!< -en& +rc/itecture and Tec/nolog- Middle3are Monitoring Eueues Displa- 1nbound R5C Eueues
-$ Enter the client an" the @ueue name ' or e:ample N($ /$ Choose E9ecute$ )$ To "ispla1 the statusB select the @ueue an" choose Displa- selection '=0($ .$ Jhen 1ou "ou,le2clic% the iel" Status B a""itional "etaile" in ormation is generate"$ 0$ To "ispla1 "etails on a @ueueB "ou,le2clic% the Eueue na%e iel"$ 4$ On the @ueue "etails screenB a re" entr1 in the iel" Status in"icates an error$ 5$ I the @ueue has status STOP. this is a Customi&ing pro,lem in the CRM application$ #6$ Jhen 1ou "ou,le2clic% on the status iel" entr1 "etaile" in ormation is "ispla1e"$

Page /# o ..

2.3.4.7 0nalyzing %(oc Me""age" !"e

81 anal1&ing the 8+oc messages 1ou get in ormation a,out incorrect settings in the CRM s1stem that in luences the replication$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM 5!< -en&

SM@=1 +rc/itecture and Tec/nolog- Middle3are Monitoring Message 5lo3 Displa- (Doc Messages

*$ Speci 1 "ate an" time o the relevant perio" o time$ -$ Choose E9ecute$ /$ 8+OC messages >ith status ,eginning >ith E 're" tra ic light( nee" manual correction

an" retr1$
)$ Select the message an" choose Errors$ .$ ;ere 1ou in" notes regar"ing CRM setting pro,lems$

2.3.4.8 Chec2ing ,ran"actional R7C ReA&e"t" Proced&re

#$ Access the activit1 using the ollo>ing navigation optionA

,ran"action code

SM53

*$ On the initial screen Transactional R5CB speci 1 "ates or the "ispla1 perio"$ -$ =ill in the remaining iel"s$ Alternativel1B enter N$ /$ Choose E9ecute$ )$ To "ispla1 urther "etailsB "rill "o>n in the log$

2.3.4.9 0nalyzing 0%0P (&-$" Proced&re

#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM 5!< -en&

S, +rc/itecture and Tec/nolog- Middle3are Monitoring Perfor%ance E9ceptions<7sers E9ceptions +(+P Runti%e Errors

*$ Speci 1 the perio" 'to"a1B 1ester"a1($ -$ Choose Displa- list '=4($ /$ To "ispla1 the A8AP short "ump "escriptionB select one o the short "umps an" choose

Du%p anal-sis '=*($

Page /* o ..

2.3.4.10 Re"tart Re$lication !"e

A ter "etecting an" solving the replication error 1ou have to restart the replication$ There are no restrictions or repeating "ata trans ers rom ERP to CRM$

Proced&re
In or"er to restart the replication 1ou have to run the ollo>ing stepsA #$ Canceling "o>nloa" o o,jects in transaction R-AM# .
*$ +eleting out,oun" @ueue in transaction SM?#$ -$ +eleting in,oun" @ueue in transaction SM?*$ /$ Restart "o>nloa" using transaction R-AS$

2.3.4.11 Cancelling (ownload o) O*+ect" Proced&re

#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM 5!< -en&

R#0M1 +rc/itecture and Tec/nolog- Middle3are Monitoring Data E9c/ange Monitor Ob?ects

*$ Enter either an o,ject name or an o,ject name area or use the =/ input help$

Leave the selection empt1 i 1ou >ant to "ispla1 all o,jects$

-$ 7n"er +dditional Selection Criteria 1ou can select the statusA Baiting an" Running. /$ Choose E9ecute$ )$ On the Monitor Do3nload Ob?ects screen select the o,jects 1ou >ant to cancel or

"o>nloa"$
.$ Choose the Cancel s1m,ol$

2.3.4.12 (eleting O&t*o&nd G&e&e Proced&re

#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P CRM 5!< -en&

SMG1 +rc/itecture and Tec/nolog- Middle3are Monitoring Eueues Displa- Outbound R5C Eueues

*$ To "ispla1 a list o the @ueuesB enter the clientB @ueue name ' or e:ample N( an" the @ueue

"estination ' or e:ample N($

-$ Choose E9ecute$ /$ To "elete an out,oun" @ueueB select the @ueue an" choose Delete selected ob?ects.

2.3.4.13 (eleting <n*o&nd G&e&e Proced&re

#$ Access the activit1 using one o the ollo>ing navigation optionsA

Page /- o ..

,ran"action code S0P CRM 5!< -en&

SMG +rc/itecture and Tec/nolog- Middle3are Monitoring Eueues Displa- 1nbound R5C Eueues

*$ To "ispla1 a list o the @ueuesB enter a @ueue name ' or e:ample N($ -$ Choose E9ecute$ /$ To "elete an in,oun" @ueueB select the @ueue an" choose Delete selected ob?ects.

2.3.4.14 Chec2ing (elta Re$lication Event" !"e

=or all master "ata o,jects an automatic "elta replication >ill ,e activate" "uring the initial "o>nloa"B i$e$ each mo"i ication o a master "ata o,ject is automaticall1 trans erre" rom the ERP into the CRM s1stem$ Customi&ing "ata is not automaticall1 replicate"$ Cou have to run the "elta replication manuall1 or run a ,ac%groun" jo, perio"icall1$ The initial loa" o an o,ject normall1 per orms the activation o "elta events automaticall1$ Cou have to activate the "elta events manuall1 onl1 i 1ou nee" the "elta events ,ut have not per orme" the initial loa" o an o,jectB or e:ample or sales "ocuments$ I all relevant o,jects that >ill ,e use" in the scenarios have ,een "o>nloa"e" success ull1B 1ou can s%ip this activit1$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA

,ran"action code S0P ERP 5!< -en&

SE1/ Tools +(+P Bor$benc/ O,er,ie3 Data (ro3ser

*$ In the ta,le name iel" enter T8E-#$ -$ Choose Table Contents 4Enter6. /$ Choose E9ecute 45:6. )$ Chec% the column 572CT or the relevant entries$ =or sales "ocuments the relevant entr1

isA 0PP6> 7!?C, 8C2MI+ CRSFSALESFCOLLECTF+ATA I this entr1 is in the ta,leB the "elta replication or sales "ocuments is s>itche" on$ In case 1ou nee" to activate the "elta events manuall1B run the ollo>ing activit1 in the CRM s1stemA ,ran"action code R#0C4 S0P CRM 5!< -en& +rc/itecture F Tec/nolog- Middle3are Data E9c/ange Delta 'oad Set 7p Delta 'oad
#$ Choose Displa- C/ange in or"er to s>itch to change mo"e$ *$ Choose 2e3 Entries. -$ Enter the relevant o,ject class in iel" Ob?ect Class an" the R=C "estination to the ERP

s1stem in the iel" Destination $

/$ Save 1our entries$

Page // o ..

# Con)ig&ration "etting" )or Mar2eting -a"ter (ata

P&r$o"e
This con iguration gui"e provi"es the in ormation 1ou nee" to set up the lean campaign management$

3.1 (e)ining O*+ective"

!"e
In this activit1B 1ou can "e ine o,jectives or campaigns an" campaign elements$ The o,jective is an optional criterion 'together >ith the campaign t1pe an" priorit1B or e:ample( ,1 >hich evaluations o the success o a campaign can as >ell ,e run in the 8usiness In ormation Jarehouse$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Mar$eting Mar$eting Planning and Ca%paign Manage%ent (asic Data Define Ob?ecti,es

*$ In the CRM Mar$eting Planning; Ob?ecti,es vie> maintain the ollo>ing "ataA O*+ective H66* H66H66/ H66) H66. H660 (e"cri$tion 8E?9 Customer Ac@uisition 8ran" A>areness Increase consumer a>areness Customer Retention Pro"uct In ormation Lea" !eneration

Re"&lt
Ne> o,jectives or campaigns an" campaign elements have ,een "e ine"$

3.2 (e)ining ,actic"

!"e
In this activit1B 1ou "e ine the tactics or campaigns an" campaign elements $

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

Page /) o ..

,ran"action code S0P CRM <M5 -en&

SPRO Custo%er Relations/ip Manage%ent Mar$eting Mar$eting Planning and Ca%paign Manage%ent (asic Data Define Tactics

*$ In the CRM Mar$eting Planning; Tactics vie> maintain the ollo>ing "ataA ,actic H66* H66H66/ (e"cri$tion 8E?9 Multiple strategies Pro"uct Presentation Tra"e Sho>

Re"&lt
Ne> tactics or campaigns an" campaign elements or tra"e promotions an" tra"e promotion elements have ,een "e ine"$

3.3 (e)ining Ca-$aign ,y$e".O*+ective".,actic"

!"e
Campaign t1pes are a eature in the Mar%eting Planner an" are use" to help categori&e in"ivi"ual campaigns or tra"e promotions ' or e:ampleB telephone or e2mail campaigns($ The campaign t1pe is one o the attri,utes o a campaign >hich can ,e use" to compare the success rate o "i erent campaigns$ There are no restrictions to the num,er or categor1 o campaign t1pes 1ou ma1 "e ine$

Proce"ure
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Mar$eting Mar$eting Planning and Ca%paign Manage%ent (asic Data Define T-pes<Ob?ecti,es<Tactics

*$ Choose 2e3 EntriesA 7ield na-e T1pe '+escription( Categor1 -$ Save 1our entries$ /$ Select the ne>l1 create" campaign t1pe H66* an" assign the ollo>ing com,ination o o,jectives an" tactics to this t1pe on the vie>s T-pes < Ob?ecti,es an" T-pes < Ob?ecti,es < Tactics A Ca-$aign ,y$e H66* O*+ective H66* (e"cri$tion Customer Ac@uisition ,acti c H66(e"cri$tion Pro"uct Presentation !"er action and val&e" H66* Pro"uct Promotion Campaign

Page /. o ..

H66* H66* H66* H66* H66* H66* H66* H66* H66* H66* H66*

H66* H66H66H66/ H66/ H66) H66) H66. H66. H660 H660

Customer Ac@uisition 8ran" A>areness 8ran" A>areness Increase consumer a>areness Increase consumer a>areness Customer Retention Customer Retention Pro"uct In ormation Pro"uct In ormation Lea" !eneration Lea" !eneration

H66/ H66H66/ H66H66/ H66H66/ H66H66/ H66H66/

Tra"e Sho> Pro"uct Presentation Tra"e Sho> Pro"uct Presentation Tra"e Sho> Pro"uct Presentation Tra"e Sho> Pro"uct Presentation Tra"e Sho> Pro"uct Presentation Tra"e Sho>

Re"&lt
A ne> campaign t1pe has ,een create" an" maintaine" or Mar%eting Plans$

3.4 Maintaining Sender 0ddre""e" )or E-Mail

!"e
In this activit1B 1ou enter the e2mail a""ress that is to appear as the senderGs a""ress or the recipients o a mar%eting e2mail$ Cou nee" to ma%e this setting i 1ou are planning an e2mail mar%eting campaign$ In the Mar%eting PlannerB 1ou enter this a""ress on ta, page C/annels or the mar%eting element to >hich the target group is assigne"$ In a""ition to a sen"er a""ressB 1ou can also enter an a""ress that is to appear as the repla""ress in the e2mail$ This ena,les 1ou to speci 1 t>o separate a""resses >here nee"e"$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Mar$eting Mar$eting Planning and Ca%paign Manage%ent Personalized Mail Maintain Sender +ddresses for E Mail

*$ Choose 2e3 Entries 45&6$ -$ Enter the ollo>ing values or the ne> mail a""ressA <dent HFP;FMGTF# Mail 0ddre"" in oOpha"nisgroup$com

/$ Choose Sa,e 4Ctrl8S6$

Page /0 o ..

Re"&lt
Cou have "e ine" the e2mail a""ress that is to appear as the senderGs a""ress or the recipients o a mar%eting e2mail$

3.5 (e)ining ,y$e" )or Mar2eting Plan

!"e
Jith SAP CRM 0$6B a mar%eting t1pe is re@uire" or the creation o a mar%eting plan$ Cou can also create an" assign o,jectives speci icall1 or a pre"e ine" mar%eting t1pe an"Dor create pairs o o,jectives an" tactics or this mar%eting plan t1pe$ These settings nee" to ,e "e ine" un"er Define Ob?ecti,es an" Define Tactics respectivel1$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Mar$eting Mar$eting Planning and Ca%paign Manage%ent (asic Data Define T-pes<Ob?ecti,es<Tactics

*$ ;ighlight the entr1 C==2 an" choose Cop- +s$ -$ Enter the ollo>ing "ata an" save 1our entriesA 7ield na-e T1pe +escription Categor1 !"er action and val&e" H66Mar%eting Promotion Mar%eting Plan

/$ Choose cop- all an" save 1our entries$

Re"&lt
A ne> t1pe or a Mar%eting Plan has ,een create"$

3.6 Mar2eting Calendar

!"e
The mar%eting calen"ar is "esigne" to act as a central entr1 point an" to provi"e a >or%ing area that gives 1ou an overvie> o all promotional events >ithin a certain time rangeB provi"ing ,asic in ormationB such as the name o the promotionB status an" time range in the orm o ,ars$ It also allo>s 1ou to create ne> promotions or campaigns ,1 creating a ,ar "irectl1 in the appropriate time range an" to resche"ule an1 o 1our planne" activities ,1 moving or stretching this ,ar$ Cou can also "elete the activit1 or cop1 it else>here$

Page /4 o ..

3.6.1 0""igning 5ra$hic Pro)ile )or Mar2eting Calendar

!"e
In this activit1 1ou enter all o the graphic pro iles that 1ou >ish to ma%e availa,le in the user settings or the mar%eting calen"ar$ Cou must ma%e an entr1 here ,e ore 1ou use the calen"ar$ The pro ile "e ines ho> the calen"ar is "ispla1e"B or e:ampleB the colorsB shapes an" so on$ Cou can also "eci"e on the color or each campaign t1pe 't1pe vie>( an" or each status 'status vie>( or ever1 graphic pro ile$ +e aultA There are our stan"ar" graphic pro ilesA The irst three pro iles are color pro iles an" use color as the "i erentiating actor$ Pro iles # an" * use the >hole color palette$ The thir" pro ile "oes not use the color green$ The ourth pro ile uses templates to "i erentiate ,et>een the "i erent graphic elements$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Mar$eting Mar$eting Planning and Ca%paign Manage%ent Mar$eting Calendar +ssign 0rap/ic Profile for Mar$eting Calendar

*$ ;ighlight the ollo>ing graphic pro ileA 5ra$hic" <( # %ar Pro)ile All Colors 2 Pro ile #

-$ In or"er to maintain speci ic colors or "i erent campaign t1pes select vie> Ca%paign T-pes an" assign the colors accor"ingl1 ,1 choosing 2e3 Entries$ 5ra$hic"<( 8Ca-$aign9 ,y$e 86ayer9 ,y$e # 666# 6# H66* #*

Re"&lt
No> 1ou have success ull1 assigne" the graphic pro iles or the relevant campaign t1pes to the mar%eting calen"ar$

3.7 Ca-$aign E4ec&tion

3.7.1 E4ternal 6i"t Manage-ent
!"e
The ,usiness scenario E9ternal 'ist Manage%ent provi"es 1ou >ith a comprehensive solution to manage 1our e:ternal a""ress lists to ac@uire ne> customersB increase mar%et shareB an" to increase ,ran" a>areness$ It encompasses the complete process o procuring e:ternal a""ressesB chec%ing an" preparing this "ata to create ,usiness partners an" target groups rom these a""ress recor"s$

Page /5 o ..

3.7.1.1 (e)ining 6i"t ,y$e !"e

In this activit1 1ou "e ine the possi,le t1pes o 1our lists$ I the "ata in an a""ress list is rente"B the in"icator is set to Rented. Rente" ,usiness partners have to ,e treate" in a speci ic >a1 in the s1stem a ter uploa" ' or e:ampleB restricte" use ma1 have to ,e applie"($

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Mar$eting E9ternal 'ist Manage%ent Define 'ist T-pe

*$ Choose 2e3 Entries an" maintain the ollo>ing valuesA 7ield na-e T1pe +escription Rente"
-$ Save 1our entries$

!"er action and val&e" C# Customer Contacts

3.7.1.2 (e)ining 6i"t Origin !"e

In this activit1 1ou "e ine the possi,le origins o 1our lists$ The values that 1ou "e ine here are availa,le in the input help or the iel" Origin$ =or each origin "e ine" 1ou can set the consumer in"icator to "etermine general ,usiness partners >hich are create" >hen 1ou generate ,usiness partners$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Mar$eting E9ternal 'ist Manage%ent Define 'ist Origin

*$ Choose 2e3 Entries an" maintain the ollo>ing valuesA 7ield na-e Origin +escription I+T1pe Consumer Prio
-$ Save 1our entries$

!"er action and val&e" C6666# Tra"e Sho>

Page )6 o ..

4 Con)ig&ration "etting" )or CRM 6ead Manage-ent

P&r$o"e
This con iguration gui"e provi"es the in ormation 1ou nee" to set up the con iguration$

4.1 5eneral Setting" )or 6ead"

4.1.1 (e)ining 6ead Origin"
!"e
In this activit1B 1ou "e ine the "i erent origins that ma1 ,e assigne" to lea"s$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Transactions Settings for 'eads Define 'ead Origins

*$ The ollo>ing ne> lea" origins nee" to ,e "e ine"A Origin H6# H6* H6H6/ H6) H6. H60 H64 H65 H#6 (e"cri$tion Site Jal%2in 8ro%er Je, E:isting Client In,oun" Call In@uir1 A"vertisement =rien"s P Relatives E:hi,ition Re eral E Mail

Re"&lt
Some ne> lea" origins have ,een "e ine" in a""ition$

4.1.2 Maintaining Organizational (ata Pro)ile

!"e
The purpose o this activit1 is to create a ne> organi&ation "etermination pro ile that allo>s 1ou to "etermine the responsi,le organi&ational unit ,1 means o the assignment o the respective s1stem userB >hich creates a ,usiness transactionB in the organi&ational mo"el$

PrereA&i"ite"
The organi&ational mo"el has ,een create" an" all persons creating ,usiness transactions in the CRM s1stem are assigne" to an organi&ational unit 2 either as user or as ,usiness partners >ith an assigne" user$

Page )# o ..

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& CRMCEOR5PRO7 Custo%er Relations/ip Manage%ent Master Data Organizational Manage%ent Organizational Data Deter%ination C/ange Rules and Profiles Maintain Organizational Data Profile

*$ In or"er to create the ne> organi&ational "ata "etermination pro ile C==========& per orm the ollo>ing stepsA -$ Choose 2e3 Entries an" enter the ollo>ing valuesA 7ield Pro ile Scenario Deter%ination Rules Organi&ational Mo"el +etermin$Rule Responsi,ilities +etermin$ Rule MandatorSales Organi&ation +istri,ution Channel Sales O ice /$ Choose Sa,e an" select a customi&ing re@uest i re@uire"$ #6666#5/ '7ser org unit( <empt13 Entry H6666666666) Org$ +ata Pro ile or Or"er ';ea"er( Sales

Re"&lt
A ne> organi&ational "ata "etermination pro ile has ,een create"B rea"1 to ,e assigne" to one or more CRM ,usiness transactions$

4.1.3 (e)ining ,ran"action ,y$e )or 6ead

!"e
The purpose o this activit1 is to re"uce an" a"apt the re@uire" transaction t1pe or lea"s$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Transactions (asic Settings Define Transaction T-pes

*$ Select transaction t1pe 'E+D an" choose Cop- +s..$ -$ On the Definition of Transaction T-pes screen ma%e the ollo>ing entries ' or all other iel"s the "e ault values can ,e ta%en(A 7ield na-e Transaction T1pe !"er action and val&e" HLE+

Page )* o ..

7ield na-e 0eneral +escription Profiles Partner +eterm$Proc$ Org$ +ata Pro $ /$ Save 1our entries$

!"er action and val&e" Pha"nis Lea"s H66666#. H6666666666)

Re"&lt
A ne> transaction t1pe or lea"s has ,een "e ine"$

4.1.3.1 Selecting Relevant 6ead ,ran"action ,y$e" !"e

In this processB 1ou "eselect those transaction t1pes or lea"s that 1ou "on t >ant to use$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code SPRO S0P CRM <M5 Custo%er Relations/ip Manage%ent Transactions -en& (asic Settings Define Transaction T-pes *$ Set the ollo>ing transaction t1pes to inactiveA ,ran". ,y$e (e"cri$tion L+CP Partner Lea" L+PO Channel Lea" LEA+ Lea" -$ Save 1our entries$ <nactive Inactive Inactive Inactive

Re"&lt
Several stan"ar" transaction t1pes or lea"s have ,een set to inactive$

4.1.4 (e)ining ?&-*er Range )or 6ead"

!"e
+e ine a ne> num,er range or lea"s that are create" in the CRM s1stem$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA ,ran"action code CRMCE?RER0E6E0(S S0P CRM <M5 Custo%er Relations/ip Manage%ent Transactions -en& (asic Settings Define 2u%ber Ranges *$ In the C/oose +cti,it- "ialog ,o: choose 2u%ber Range for 'eads an" choose Continue $ -$ To create ne> num,er ranges or lea"s on the 2u%ber range lead CRM screenB choose C/ange inter,als$

Page )- o ..

/$ Choose 1nsert inter,al 4S/ift8516$ )$ In the 1nsert 1nter,al "ialog ,o: enterB e$g$B the ollo>ing "ata an" choose 1nsertA 7ield na-e No =rom num,er To num,er Current num,er E:t .$ Save 1our entries$ 0$ Con irm the in ormation message$ :al&e 6* 666)66666# 666)555555 6 <empt13

Re"&lt
A ne> num,er range or lea"s that are create" in the CRM s1stem has ,een create"$

4.1.5 0""igning ?ew ?&-*er Range

!"e
Cou can assign the ne> num,er range to the ne> lea" transaction t1pe$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code SPRO S0P CRM <M5 -en& Custo%er Relations/ip Manage%ent Transactions (asic Settings Define Transaction T-pes *$ Select the ne> transaction t1pe C+'D an" choose Details$ -$ In the Transaction 2u%bering screen area 1ou can replace the assigne" num,er range >ith the ne> one 'using the input help(A 7ield na-e Transaction 2u%bering Int$No$Range No 6* :al&e

/$ Save 1our entries an" choose a customi&ing re@uest i re@uire"$

Re"&lt
The ne> num,er range has ,een assigne" to the ne> lea" transaction t1pe$

4.1.6 (e)ining <te- Category (eter-ination

!"e
In this processB 1ou can "e ineB per ,usiness transaction categor1 an" item categor1 groupB >hich item categories the s1stem "e aults or processing ,usiness transactions$ At the same timeB 1ou can "e ine >hich item categories can alternativel1 ,e entere" manuall1 or s1stem "e ault$ There are a ma:imum o three alternative item categories possi,le$

Page )/ o ..

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code SPRO S0P CRM <M5 -en& Custo%er Relations/ip Manage%ent Transactions (asic Settings Define 1te% CategorDeter%ination *$ Enter the ollo>ing values an" press Enter$ 7ield na-e Transaction T1p Item Cat$ !roup Item Categor1 -$ Save 1our entries$ :al&e HLE+ HORM HEA+

Re"&lt
Cou have a""e" 1our o>n transaction t1pe to the Item Categor1 +etermination$

4.1.7 (e)ining G&e"tionnaire"

!"e
The lea" @uali ication process can ,e supporte" ,1 using pre2"e ine" @uestionnaires$ The @uestionnaire in the lea" is ,ase" on the surve1$

Proced&re
#$ Navigate in the navigation area to mar%eting an" select Surve1sA S0P CRM <M5 -en& Custo%er Relations/ip Manage%ent Transactions Settings for 'eads Euestionnaire for leadsDefine Euestionnaire for leads
#$ Enter the ollo>ing "ataA

7ield ?a-e Survey Detail I+ Application

*$ Choose Sa,e$

:al&e" P; LEA+ ?7ESTIONNAIRE Lea"s

4.1.8 (e)ining yo&r individ&al A&e"tionnaireH

#$ Clic% Ne>$ a$ Enter an I+ an" choose Application to create a ne> @uestionnaire$ ,$ Enter a "escription or the ne> @uestionnaire$ c$ I 1ou have alrea"1 assigne" a surve1 to the componentB 1ou can choose C/ange to maintain it$

Page )) o ..

"$ I 1ou are cop1ing an e:isting surve1 rom another applicationB select the surve1B choose Cop-B assign 1our ne>l1 create" surve1 to application 'eads an" rename the surve1$ *$ Cou can choose E"it to Maintain Sur,e- +ttributes $ The s1stem opens the maintenance area in >hich 1ou can maintain the @uestionsB >hich are as ollo>sA (ate o) %irth (ate o) 0nniver"ary Occ&$ation %&dget <ntere"ted in So&rce S&gge"tion" i) any

4.1.9 0""igning G&ali)ication 6evel" to G&e"tionnaire"

!"e
The @uali ication level is "erive" rom the percentage rate that is calculate" rom the ans>ers o the @uestionnaire$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code SPRO S0P CRM <M5 -en& Custo%er Relations/ip Manage%ent Transactions Settings for 'eads Euestionnaires for 'eads +ssign Eualification 'e,els to Euestionnaires *$ Choose 2e3 EntriesB select @uestionnaire 'PROSPECTIKE C7STOMER( using the input help an" press Enter$ -$ ;ighlight the @uestionnaire an" "ou,le2clic% on vie> Eualification 'e,el$ /$ Choose 2e3 Entries an" "e ine the ollo>ing @uali ication levelsA G&ali)ication 6evel Mini-&- $ercentage Col" 60 Jarm 5* ;ot 5) )$ Save 1our entries an" select a customi&ing re@uest i necessar1$

Re"&lt
?uali ication levels an" the percentage rates ,elonging to them have ,een "e ine" an" assigne" to a @uestionnaire$

4.1.10 (e)ining (eter-ination )or G&e"tionnaire"

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA ,ran"action code SPRO S0P CRM <M5 -en& Custo%er Relations/ip Manage%ent Transactions Settings for 'eads Euestionnaires for 'eads Define Deter%ination for Euestionnaires *$ Choose 2e3 Entries enter the ollo>ing values 'an" %eep the other columns empt1(A

Page ). o ..

7ield na-e +eterm$ Trans$T1pe ?uestionnaire I+ Activ

!"er action and val&e" H66666666# HLE+ P; LEA+ ?7ESTIONNAIRE

-$ Save 1our entries an" select a customi&ing re@uest i necessar1$ /$ Choose (ac$$

Re"&lt
A ne> "etermination or @uestionnaires has ,een "e ine"$

4.1.11 (e)ining Co$y Control )ro- 6ead to O$$ort&nity

!"e
In this activit1 1ou "e ine the cop1ing control or transaction t1pe H 'ED to HOPT$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code SPRO S0P CRM <M5 -en& Custo%er Relations/ip Manage%ent Transactions (asic Settings Cop-ing Control for (usiness Transactions Define Cop-ing Control for Transaction T-pes *$ Select the e:isting cop1ing control entr1 rom LEA+ 'source transaction t1pe( to OPPT 'target transaction t1pe( an" choose Cop- +s$ -$ On the C/ange Hie3 Cop- Transaction T-pes screen ma%e the ollo>ing entriesA 7ield na-e Source trans$ Tgt Trans$ T1pe /$ Choose Enter$ )$ Save 1our entries$ !"er action and val&e" HLE+ HOPT

5 Con)ig&ration "etting" )or %a"ic Sale"

P&r$o"e
This con iguration gui"e provi"es the in ormation 1ou nee" to set up the ,asic sales scenario in CRM$

Page )0 o ..

5.1 Maintaining Organizational (ata Pro)ile

!"e
The purpose o this activit1 is to create a ne> organi&ation "etermination pro ile that allo>s 1ou to "etermine the responsi,le organi&ational unit ,1 means o the assignment o the respective s1stem userB >hich creates a ,usiness transactionB in the organi&ational mo"el$

PrereA&i"ite"
The organi&ational mo"el has ,een create" an" all persons creating ,usiness transactions in the CRM s1stem are assigne" to an organi&ational unit 2 either as user or as ,usiness partners >ith an assigne" user$

Proced&re
Access the activit1 using one o the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& CRMCEOR5PRO7 Custo%er Relations/ip Manage%ent Master Data Organizational Manage%ent Organizational Data Deter%ination C/ange Rules and Profiles Maintain Organizational Data Profile

#$ To create the ne> organi&ational "ata "etermination pro ile H ==========1 per orm the ollo>ing stepsA *$ Choose 2e3 Entries an" enter the ollo>ing valuesA 7ield Pro ile ' irst iel"( Scenario Deter%ination Rules Organi&ational Mo"el +etermin$ Rule Responsi,ilities rule MandatorSales Organi&ation +istri,ution Channel Sales O ice #6666#5/ '7ser org unit( Entry H6666666666) SALE Sales

-$ Choose Sa,e an" select a customi&ing re@uest i re@uire"$

Re"&lt
A ne> organi&ational "ata "etermination pro ile has ,een create" an" is rea"1 to ,e assigne" to one or more CRM ,usiness transactions$

Page )4 o ..

/ Con)ig&ration "etting" )or 0ctivity Manage-ent

P&r$o"e
This Con iguration !ui"e provi"es the in ormation 1ou nee" to set up the con iguration o activit1 management$

6.1 Setting" )or %a"ic 7&nction" )or 0ctivity Manage-ent

(e)ining Partner (eter-ination In this section 1ou "o the settings or partner processing$ Cou shoul" carr1 out the ollo>ingA #$ +e ine partner unctions *$ +e ine access se@uences -$ +e ine partner "etermination proce"ures in >hich 1ou speci 1 an access se@uence /$ Assign the partner "etermination proce"ures to the re@uire" ,usiness transaction t1pes$

6.1.1 (e)ining Partner 7&nction"

!"e
In this activit1B 1ou "e ine partner unctions ,1 entering short "escriptions 'such as p/ar%acist or stoc$ options anal-st(B assigning them to partner unction categories an" entering usagesB such as Customer Relationship Management$ The "escriptions 1ou enter here are "ispla1e" in the transactions that inclu"e these partner unctions$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent (asic 5unctions Partner Processing Define Partner 5unctions

*$ Select partner unction ======1& Contact Person an" set the (loc$ in"icator$ -$ Create =ollo>ing partner a""itionall1 cop1ing Partner 7&nction (e"cri$tion H66666#/ H66666#) H66666#. H66666#0 H66666#4 H66666#5 Sales Emplo1ee 8ac% O ice Sales Person Po>er o Attorne1 Alternate Contact Person Create" 81 =ront O ice Sales Person

Page )5 o ..

6.1.2 (e)ining Partner (eter-ination Proced&re

!"e
The purpose o this activit1 is to "e ine a partner "etermination C666666* proce"ure >ith calen"ar entr1 an" partner "etermination proce"ure C666666/ >ith no calen"ar entr1$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent (asic 5unctions Partner Processing Define Partner Deter%ination Procedure

*$ Select Proce"ure 6666666* 8usiness Activities an" cop1 as $an" assign the partner unctions as sho>n in ta,le ,elo>$ Proced&re H66666#. Partner 7&nction 666666#) 666666*# 666666*/ H66666#/ H66666#5 H66666#4 6666666# 666666#/ 666666#) 666666*# H66666#5 H66666** 6666666# 666666#* 666666#/ 666666#) 666666*# H66666#/ H66666#4 H66666#5

In section +ssigning Profiles and Procedures to Transaction T-pes the Partner +etermination Proce"ure is assigne" to the relevant transaction t1pes$

Page .6 o ..

6.1.3 (e)ining ,ran"action ,y$e"

!"e
A transaction t1pe controls the processing o a speci ic ,usiness transaction$ It "e ines the properties an" characteristics ' or e:ampleB sales or"erB service re@uestB sales call( an" "e ines urther on the control attri,utes ' or e:ampleB te:t "etermination proce"ureB partner "etermination proce"ureB status pro ileB organi&ational "ata pro ile($ A transaction t1pe is assigne" to one or several ,usiness transaction categories$ This categor1 "etermines the ,usiness conte:t in >hich the transaction t1pe can ,e use" ' or e:ampleB serviceB salesB activit1($ One ,usiness transaction categor1 must ,e "e ine" as the lea"ing categor1$ This one is not relate" hierarchicall1 to other transaction categoriesB ,ut represents a pre erence$ A sales transaction >ith ,usiness activit1 "ata >oul"B or e:ampleB ,e more li%el1 to have sales as lea"ing ,usiness transaction categor1 than business acti,it-$ +epen"ing on the lea"ing ,usiness transaction categor1B onl1 speci ic com,inations are possi,le >ith urther ,usiness transaction categories$ The purpose o this activit1 is to re"uce an" a"apt the re@uire" transaction t1pes$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Transactions (asic Settings Define Transaction T-pes

*$ Cop1 the ollo>ing transaction t1pes to the ne> transaction t1pes >ith the ollo>ing "escription$ ,ran"action ,y$e H66) HALP HCMN HEJP H=PO H=SP HLE+ HLNO HOPT -$ Choose Sa,e$ (e"cri$tion Ph Outgoing Mail Allotment Process Complaint P Maintenance E:tra>or% Process =inal Possession A ter Sales Process Pha"nis Lea"s Loan NOC Pha"nis Opportunit1

Page .# o ..

6.2 0ction"
!"e
Actions in CRM use the Post Processing =rame>or% 'PP=($ The Post Processing =rame>or% is a 8asis component >hich generates actions rom the "ata or an application accor"ing to an action "e inition$ The actions are processe" at a speci ic time$ The PP= provi"es the tools or planningB starting an" monitoring the actions$

6.2.1 (e)ining 0ction Pro)ile" and 0ction"

!"e
The purpose o this activit1 is to create an action pro ile an" templates or actions$ Jhen creating an action pro ileB note or >hich ,usiness transaction t1pe 1ou can use this action pro ile$ Cou must assign the relevant ,usiness o,ject t1pe to the action pro ile$ The assignment o the ,usiness o,ject t1pe ma%es sure that the attri,utes or the relevant ,usiness transaction t1pe can ,e use" or "e ining an" processing the con"itions$ Onl1 one ,usiness o,ject can ,e assigne" or each action pro ile$ All ma:imum allo>e" actions are "e ine" or a transaction t1pe$ In this activit1B 1ou create an action pro ile an" templates or actions$ Cou can "e ine the action templates more closel1 in the ollo>ing step Defining Conditions $

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA ,ran"action code CRMCE0C,<O?E(E7 S0P CRM <M5 -en& Custo%er Relations/ip Manage%ent (asic 5unctions +ctions +ctions in Transaction C/ange +ctions and Conditions Define +ction Profiles and +ctions *$ Cop1 the action pro ile ACTIKITC >ith the "escription +cti,ities to create ollo>ing action pro ile -$ 0ction Pro)ile HACTIONFALLOT HACTIONFOPPT HA!REEMENT HLEA+ACTPRO=ILE /$ Choose Sa,e$

6.2.2 (e)ining Condition"

!"e
In this stepB 1ou process the action templates 1ou have create" in the activit1 Defining +ction Profiles and +ctions$

Proced&re
#$ Access the activit1 using one o the ollo>ing navigation optionsA ,ran"action code CRMCE0C,<O?ECO?7

Page .* o ..

S0P CRM <M5 -en&

Custo%er Relations/ip Manage%ent (asic 5unctions +ctions +ctions in Transaction C/ange +ctions and Conditions Define Conditions

*$ +ou,le2clic% the action template un"er Sc/eduling of +ctions $ -$ Choose Create rom the tool,ar on the right2han" si"e an" then choose the action "e inition$ /$ !o to the Processing Details ta,$ )$ +eselect Default Settings fro% +ction Definition $ .$ Maintain the settings as nee"e"$ 0$ =ollo>ing action "e initions are assigne" to to action templates$

0ction te-$late # HALLOTF=ORM * HACTIONFOPPT - HACTIONFOPPT / HACTIONFOPPT ) HLEA+ACTPRO=ILE . HLEA+ACTPRO=ILE

0ction de)inition Allotment orm to set status ,loc%e" in Pro"uct Master 2 ERP Inventor1 Status ?uotation orm print Sen" mail 2 Than% 1ou mail Previe> MailFLea" Mail

6.2.3 0""igning Organizational (ata Pro)ile to ,ran"action ,y$e"

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Transactions (asic Settings Define Transaction T-pes

*$ Assign the Org$ +ata Pro ile to the ollo>ing transaction t1pesA ,ran". ,y$e H66) HALP HCMN HEJP H=PO Org (ata Pro)ile 66666666666* 66666666666# 66666666666# 66666666666# 66666666666)

Page .- o ..

,ran". ,y$e H=SP HLE+ HLNO HOPT

Org (ata Pro)ile 66666666666# H6666666666) 66666666666# H6666666666)

6.2.4 0""igning Partner (eter-ination Proced&re to ,ran"action ,y$e"

!"e
Assign the Partner +etermination Proce"ure to the ollo>ing transaction t1pes$

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA ,ran"action code S0P CRM <M5 -en& SPRO Custo%er Relations/ip Manage%ent Transactions (asic Settings Define Transaction T-pes

,ran". ,y$e H66) HALP HCMN HEJP H=PO H=SP HLE+ HLNO HOPT

Partner Deter%ination Procedure =======2 C=====22 C=====22 C=====22 C=====22 =======2 C=====1* C=====22 C=====1:

6.2.5 0""igning 0ction Pro)ile to ,ran"action ,y$e"

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

,ran"action code S0P CRM <M5 -en&

SPRO Custo%er Relations/ip Manage%ent Transactions (asic Settings Define Transaction T-pes

,ran". ,y$e

Partner Deter%ination Procedure

Page ./ o ..

HALP HCMN H=SP HLE+ HOPT

*$ Save the settings

C+CT1O2A+''OT C+0REEME2T +CT1H1TD C'E+D+CTPRO51'E C+CT1O2AOPPT

6.2.6 0""igning ,e4t (eter-ination Proced&re to ,ran"action ,y$e"

!"e
Cou can assign Te:t +etermination Proce"ures to Transaction T1pes$

Proced&re
#$ Access the transaction t1pe using the ollo>ing navigation optionsA

,ran"action code S0P CRM <M5 -en&

SPRO Custo%er Relations/ip Manage%ent Transactions 8asic Settings Define Transaction T-pes Te9t Deter%ination Procedure +CT====# C+''PROC CCMP===1 CEIB===1 C5P====1 +CT====1 C'E+D==1 C'2OC==1 COPSM==1

*$ Assignment as ollo>sA

,ran". ,y$e H66) HALP HCMN HEJP H=PO H=SP HLE+ HLNO HOPT
-$ Save the entries

1 Con)ig&ration "etting" )or CRM O$$ort&nity Manage-ent

7.1 (e)ining ,ran"action ,y$e )or O$$ort&nity
!"e
In this processB 1ou "e ine transaction t1pes$ The ,usiness transaction t1pe "e ines the characteristics or the opportunit1B an" "e ines the control attri,utes ' or e:ampleB te:t schemaB partner schemaB status schemaB organi&ational "ata pro ile($

Page .) o ..

Proced&re
#$ Access the activit1 using the ollo>ing navigation optionsA

,ran"action Code S0P CRM <M5 Men&

SPRO Customer Relationship Management Transactions 8asic Settings +e ine Transaction T1pes

*$ Select Trans$T1pe OPSM an" choose Cop1 As '=.($ -$ Enter a ne> name or the Trans$T1pe 'HOPT($ Enter a uni@ue "escription or 1our Transaction T1pe 'Pha"nis Opportunit1($ /$ Save the entries

Page .. o ..