1 Introduction to SAP CRM

17

1.1 Customer Relationship Management

17

1.2 Architecture

19

1.3 Business Functions and Applications

20

1.3.1 Business Functions

20

1.3.2 Business Applications

25

1.4 Summary

29

2 Master Data Configuration

31

2.1 Organizational Management

31

2.1.1 Concepts

32

2.1.2 Organizational Management Master Data Setup

34

2.1.3 Transport of Organization Structure

37

2.1.4 Division and Dummy Division

40

2.1.5 Organization Data Determination in a Transaction

41

2.2 Business Partners

50

2.2.1 Concepts

51

2.2.2 Business Functions

53

2.2.3 Customer Master Data Replication

58

2.2.4 Plants

63

2.3 Products

65

2.3.1 Concepts

65

2.3.2 Business Functions

69

2.3.3 Products Download

73

2.3.4 Products Upload

77

2.4 Pricing

78

2.4.1 Pricing Procedure Determination

78

2.4.2 Condition Maintenance Group

85

2.4.3 Pricing Routine Using the Internet Pricing and Configurator

87

2.5 Vendors

95

2.6 Summary

98

3 SAP CRM Middleware

99

3.1 Role and Function

99

3.2 Data Exchange with SAP ERP

101

3.2.1 Adapter Object Types

103

3.2.2 Download from SAP ERP to SAP CRM

107

3.2.3 Upload from SAP CRM to SAP ERP

113

3.2.4 Requesting Data

123

3.3 Data Exchange with an External System

125

3.3.1 Outbound and Inbound IDoc Processing

127

3.3.2 Outbound and Inbound SOAP/XML Processing

132

3.4 Data Exchange with SAP BusinessObjects Business Intelligence

133

3.5 System Setup

135

3.5.1 SAP CRM Middleware Settings

136

3.5.2 Connecting SAP ERP and SAP CRM

138

3.5.3 Replication Activities

144

3.6 Summary

152

4 Business Transactions in SAP CRM

153

4.1 Structure and Concepts of a Business Transaction

153

4.1.1 Design and Structure

153

4.1.2 Business Functions

159

4.2 Partner Processing

165

4.2.1 Business Functions

165

4.2.2 Master Data and Organization Data

173

4.3 Product Determination

174

4.3.1 Alternative Product Identification

175

4.3.2 Product Substitution

183

4.4 Campaign Determination

190

4.5 Text, Date, and Status Management

196

4.5.1 Text Management

196

4.5.2 Date Management

205

4.5.3 Status Management

210

4.6 Actions

215

4.6.1 Action Profiles and Processing

215

4.6.2 Configuring Action Profiles and Processing

216

4.6.3 Action Monitor

229

4.7 Service Functions in Business Transactions

230

4.7.1 Catalogs, Codes, and Profiles

230

4.7.2 Multilevel Categorization

237

4.7.3 Rule Modeler

243

4.8 Special Functions in Business Transactions

247

4.8.1 Partner Product Range

247

4.8.2 Free Goods

257

4.9 Summary

263

5 Marketing

265

5.1 Marketing Plans and Campaign Management

265

5.1.1 Business Functions

270

5.1.2 Marketing Plan and Campaign Management Elements

272

5.1.3 Campaign Execution and Automation

277

5.1.4 Configuring Campaign Execution

277

5.1.5 Configuring Campaign Automation

286

5.1.6 Personalized Mail

289

5.2 Segmentation

291

5.2.1 Process Overview

293

5.2.2 Segmentation Elements

295

5.2.3 Segmentation Basis

307

5.2.4 Deduplication

311

5.3 External List Management

311

5.3.1 Business Functions

311

5.3.2 Process Overview

316

5.4 Lead Management

316

5.4.1 Business Functions

317

5.4.2 Process Overview

318

5.4.3 Configuring Leads

319

5.5 Loyalty Management

325

5.6 Product Proposals

327

5.6.1 Product Proposal Types

327

5.6.2 Configuring Product Proposals

329

5.7 Summary

340

6 Sales

341

6.1 Activity Management

342

6.1.1 Activity Processing

343

6.1.2 Creating and Customizing Activities

346

6.2 Opportunity Management

355

6.2.1 Business Functions

356

6.2.2 Configuring Opportunity Management

358

6.3 Sales Contracts

363

6.3.1 Business Functions

365

6.3.2 Configuring Sales Contracts

368

6.3.3 Data Exchange

378

6.4 Quotations

378

6.4.1 Business Functions

379

6.4.2 Configuring Quotations

381

6.4.3 Data Exchange

386

6.5 Sales Order

387

6.5.1 General Business Functions

387

6.5.2 Specialized Business Functions

394

6.5.3 Configuring a Sales Order

415

6.5.4 SAP ERP Sales Order

421

6.5.5 Data Exchange

423

6.6 Summary

430

7 Service

431

7.1 Installed Base Management

431

7.1.1 Components

433

7.1.2 Configuring an Installed Base

435

7.1.3 Objects Overview

438

7.2 Warranty Management

447

7.2.1 Types and Usage

447

7.2.2 Process Overview

449

7.2.3 Configuring Warranties

450

7.3 Service Contract Management

458

7.3.1 Business Functions

458

7.3.2 Process Overview

461

7.3.3 Configuring Service Contracts

463

7.3.4 SAP CRM Service Contract and SAP ERP Controlling Integration

471

7.4 Service Order Management

472

7.4.1 Business Functions

472

7.4.2 Process Overview

478

7.4.3 Configuring Service Orders

481

7.4.4 Configuring Service Confirmations

492

7.4.5 SAP CRM Service Order and SAP ERP Controlling Integration

495

7.5 Service Request Management

497

7.5.1 Business Functions

497

7.5.2 Configuring Service Requests

500

7.6 Complaints and Returns

503

7.6.1 Business Functions

503

7.6.2 Process Overview

506

7.6.3 Configuring Complaints and Returns

508

7.6.4 Complaints BAdIs

512

7.7 Service Resource Planning

514

7.7.1 Business Functions

514

7.7.2 Process Overview

516

7.8 Summary

517

8 WebClient UI

519

8.1 Framework

519

8.1.1 Key Functions and Layout

520

8.1.2 Layers

521

8.1.3 Component Workbench

522

8.2 Component Architecture

525

8.3 Business Roles

532

8.3.1 User Groups

533

8.3.2 Configuring a Business Role

536

8.4 Configuring and Customizing

542

8.4.1 Navigation Bar Configuration

542

8.4.2 Header Area Configuration

548

8.4.3 Work Area Configuration

550

8.4.4 Transaction Launcher

552

8.5 Application Enhancement Tool

559

8.6 Summary

564

9 Interaction Center

565

9.1 Business Functions

565

9.1.1 IC Marketing

568

9.1.2 IC Sales

568

9.1.3 IC Service

570

9.2 Computer Telephony Integration

571

9.2.1 Business Functions

572

9.2.2 SAP Business Communications Management

573

9.2.3 Third-Party Computer Management Software

574

9.2.4 Configuring the Computer Telephony Integration

575

9.3 Multichannel Integration

577

9.3.1 Email

577

9.3.2 Fax, Letter, and SMS

579

9.3.3 Web Chat

580

9.4 Account Identification and Account Fact Sheets

580

9.4.1 Account Identification

581

9.4.2 Account Fact Sheets

587

9.5 Interaction Records

591

9.6 Agent Inbox

592

9.6.1 Business Functions

593

9.6.2 Configuring the Agent Inbox

594

9.7 Business Transaction Routing

596

9.8 Call List Management

598

9.9 Interactive Scripting

601

9.10 Knowledge Search

602

9.11 Email Response Management System

602

9.11.1 Business Functions

603

9.11.2 ERMS Setup

604

9.12 Summary

609

10 Web Channel

611

10.1 E-Commerce Architecture

611

10.2 Business Functions

614

10.2.1 Web Channel Marketing

615

10.2.2 Web Channel Sales

616

10.2.3 Web Channel Internet Customer Self-Service

618

10.3 B2B SAP CRM Web Channel

619

10.4 B2C SAP CRM Web Channel

620

10.5 Product Catalog

621

10.5.1 Hierarchical Elements

622

10.5.2 Indexing

630

10.5.3 Pricing Concept

631

10.6 XCM Settings

632

10.6.1 Shop Administration Settings

633

10.6.2 Application Settings

635

10.6.3 User Administration Settings

636

10.7 User Management

639

10.7.1 User Creation in a B2C Web Shop

639

10.7.2 User Creation in a B2B Web Shop

640

10.8 Web Channel Experience Management

641

10.9 Summary

642

11 SAP CRM Mobile Technology

643

11.1 SAP CRM Mobile Overview

643

11.2 SAP CRM Mobile Business Functions

644

11.3 Implementing SAP CRM Mobile

645

11.3.1 Mobile Client

645

11.3.2 Sybase Mobile Sales for SAP CRM

647

11.3.3 SAP CRM Mobile Sales Applications

649

11.3.4 SAP Customer Briefing for iPad

654

11.3.5 SAP Citizen Connect for iPhone and iPad

655

11.3.6 SAP Fiori for SAP CRM

655

11.4 Summary

660

12 SAP Cloud for Customer

661

12.1 SAP Customer Engagement and Commerce Strategy

662

12.2 Landscape

663

12.3 Capabilities and Features

664

12.3.1 Account Management and Intelligence

665

12.3.2 Territory Management

667

12.3.3 Mobile

668

12.3.4 Analytics

668

12.3.5 Groupware

671

12.4 SAP Cloud for Sales

672

12.4.1 Opportunity Management

672

12.4.2 Quotation Management

673

12.4.3 Visit Planning and Execution

674

12.4.4 Activity Management

676

12.5 SAP Cloud for Services

676

12.5.1 Incoming Communications

677

12.5.2 Processing

678

12.5.3 Resolve Issue

679

12.5.4 Respond

679

12.5.5 Close

679

12.6 SAP Cloud for Social Engagement

679

12.7 SAP Digital for Customer Engagement

681

12.8 SAP Cloud for Customer Extensions

681

12.8.1 Personalization

682

12.8.2 Adaptation

682

12.8.3 Software Development Kit and SAP HANA Cloud Platform

684

12.8.4 SOAP and OData APIs

684

12.9 SAP Cloud for Customer Integrations

685

12.9.1 Integrating SAP CRM with SAP Cloud for Customer

688

12.9.2 Integrating SAP ERP with SAP Cloud for Customer

690

12.10 Summary

692

13 Analytics

695

13.1 SAP Business Warehouse Reporting

695

13.1.1 Report Assignment

700

13.1.2 Analytical Methods

701

13.2 Interactive Reporting

701

13.3 SAP CRM Analytics Powered by SAP HANA

703

13.4 Summary

705

14 Performance Analysis

707

14.1 SAP CRM System Workload Analysis

707

14.2 Perform and Analyze Traces

710

14.3 Summary

714