Table of Contents

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Foreword
17
Preface
19
Who Is This Book For?
19
How This Book Is Organized
19
Conclusion
22
1 Getting Started with SAP Sales Cloud
23
1.1 Customer Relationship Management: Past, Present, and Future
23
1.2 Introducing SAP C/4HANA and SAP Sales Cloud
26
1.3 Technical Considerations
28
1.3.1 Licensing
29
1.3.2 System Landscape and Software Requirements
30
1.3.3 User Management
32
1.4 Project Considerations
33
1.4.1 Project Implementation Methodology
33
1.4.2 Initial Setup of the SAP Cloud for Customer System
34
1.4.3 Project Scoping
36
1.4.4 Teamwork
36
1.4.5 Business Workshops
36
1.4.6 Data, Data, Data
37
1.4.7 Training and Change Management
37
1.4.8 Go Live and Administration
38
1.5 Summary
38
2 Scoping SAP Sales Cloud
39
2.1 SAP Sales Cloud Solution Overview
39
2.2 Scoping a Sales Solution
41
2.3 Account and Activity Management
44
2.3.1 Account Management
44
2.3.2 Activity Management
46
2.3.3 Territory Management
48
2.3.4 Communication for Account and Activity Management and Analysis for Account and Activity Management
49
2.4 Products and Service Portfolio for Sales
50
2.5 New Business
50
2.5.1 Opportunities
51
2.5.2 Sales Quotes
52
2.5.3 Communication for New Business
53
2.5.4 Sales Orders
54
2.5.5 Sales Contracts
55
2.6 Lead Management
55
2.7 Summary
57
3 Organization Management
59
3.1 Organization Management Process
59
3.2 Creating and Processing Organizations
61
3.2.1 Setting Up an Organizational Structure
61
3.2.2 Assigning Employees to an Organizational Structure
67
3.2.3 Organizational Data in Transactions
69
3.3 Configuring Organizations
69
3.4 Summary
73
4 Account and Contact Management
75
4.1 Creating Accounts and Contacts
75
4.2 Account and Contact Details
83
4.2.1 Account Details
83
4.2.2 Contact Details
89
4.3 Configuring Accounts and Contacts
93
4.4 Summary
100
5 Territory Management
101
5.1 Territory Management Process
101
5.2 Creating and Processing Territories
104
5.2.1 Setting Up a Territory Hierarchy
104
5.2.2 Using Territory Rules
113
5.2.3 Territory Realignment
115
5.3 Configuring Territory Management
120
5.4 Summary
124
6 Lead Management
125
6.1 Lead Management Process
126
6.2 Creating and Processing Leads
130
6.2.1 Creating Leads
132
6.2.2 Processing Leads
138
6.2.3 Following Up Leads
146
6.3 Configuring Lead Management
147
6.3.1 Adding Lead Management to the Project Scope
148
6.3.2 Configuring Leads
152
6.4 Summary
167
7 Opportunity Management
169
7.1 Opportunity Management Process
170
7.2 Creating and Processing Opportunities
176
7.2.1 Creating Opportunities
176
7.2.2 Processing Opportunities
179
7.2.3 Follow-Up Process for Opportunities
191
7.3 Configuring Opportunities
192
7.3.1 Getting Started
192
7.3.2 Opportunities
196
7.3.3 Sales Assistant
206
7.3.4 Sales Cycles and Phases
208
7.3.5 Sales Forecast Category
212
7.4 Summary
213
8 Activity Management
215
8.1 Activity Management Process
216
8.1.1 Activity Types
217
8.1.2 General Features
218
8.1.3 Activity Management Calendar View
219
8.2 Creating and Processing Activities
221
8.2.1 Creating Appointment Activity Types
221
8.2.2 Creating Phone Call Activities
227
8.2.3 Creating Task Activities
230
8.2.4 Creating Email Activities
232
8.2.5 Processing Activities
235
8.2.6 Follow-Up from Activities
246
8.3 Configuring Activities
247
8.3.1 Getting Started
247
8.3.2 Categories
253
8.3.3 Assignment of Categories
253
8.3.4 Involved Parties
254
8.4 Summary
256
9 Partner Channel Management
257
9.1 Partner Registration Process
257
9.2 Partner Portal
261
9.3 Deal Registration
263
9.3.1 Deal Registration Process
263
9.3.2 Deal Registration Conversion to Opportunity
266
9.4 SAP Jam as a Collaboration Platform
266
9.5 Partner Contact Direct Access
267
9.6 Configuring Partner Channel Management
268
9.7 Summary
270
10 Quotation Management
271
10.1 Quote Management Process
272
10.2 Creating and Processing Quotes
274
10.2.1 Creating Quotes
274
10.2.2 Processing Quotes
276
10.2.3 Follow-Up from Quotes
286
10.3 Configuring Quotes
288
10.3.1 Enable External Pricing in a Quote
289
10.3.2 Bidirectional Exchange with SAP ERP
291
10.3.3 Reason for Rejection
292
10.3.4 Maintain Item Types
293
10.3.5 Follow-Up Item Type Determination
294
10.3.6 Maintain Involved Parties
294
10.3.7 Default Logic for Pricing Date
296
10.3.8 Default Logic for Quote Validity and Requested Date
296
10.3.9 Workflow Rule Recipient Determination
298
10.3.10 Blocking External Follow-Up Documents for Prospects
298
10.4 Integration with SAP ERP
299
10.5 Pricing in Quotes
301
10.6 Summary
302
11 Order Management
303
11.1 Order Management Process
303
11.2 Creating and Processing Orders
305
11.2.1 Creating Orders
305
11.2.2 Processing Orders
307
11.3 Configuring Orders
314
11.4 Integration with SAP ERP
322
11.5 Pricing in Orders
327
11.6 Summary
330
12 Visit Planning and Execution
331
12.1 The Visit Process
331
12.2 Planning and Executing Visits
333
12.2.1 Planning Visits
334
12.2.2 Executing Visits
340
12.2.3 Analytics
342
12.3 Retail Execution
344
12.3.1 Planning and Preparation
344
12.3.2 Execution in Consumer Products
348
12.3.3 Analytics
350
12.4 Configuring Visits
350
12.5 Summary
352
13 Sales Planning and Forecasting
353
13.1 Sales Planning and Forecasting Process
353
13.1.1 Sales Planning Features
354
13.1.2 Sales Forecasting
355
13.2 Planning and Forecasting Sales
356
13.2.1 Creating and Activating Sales Target Plans
357
13.2.2 Creating a Sales Forecast
363
13.2.3 Analytics
367
13.3 Configuring Sales Planning and Forecasting
369
13.4 Summary
370
14 Account 360 and Sales Intelligence
371
14.1 Account 360
371
14.1.1 SAP Cloud for Customer Set Up
372
14.1.2 SAP ERP Set Up
380
14.2 ERP Cockpit
381
14.3 ERP Customer Factsheet
384
14.4 Summary
386
15 Sales Reports and Dashboards
387
15.1 Standard Reports
387
15.2 Custom Reports
394
15.3 Dashboards
398
15.4 Summary
405
16 Integration
407
16.1 Introduction to SAP Cloud for Customer Integration
407
16.2 Integrating with SAP ERP
411
16.2.1 Overview
411
16.2.2 Create Communication Systems
416
16.2.3 Maintain Communication Arrangements
418
16.3 Integrating with SAP CRM
421
16.4 Integrating with SAP Business Warehouse
424
16.5 Integrating with Microsoft Outlook
429
16.5.1 Set Up
429
16.5.2 Functionality
433
16.6 Integrating with Lotus Notes
437
16.7 Summary
437
17 Data Migration and Replication
439
17.1 Configuring Data Migration and Maintenance
439
17.1.1 Understand Overall Migration Process
441
17.1.2 Prepare for Data Migration in a First Implementation
442
17.1.3 Prepare for Data Migration in a Change Project
443
17.1.4 Download Migration Templates
444
17.1.5 Create a Project Schedule for Data Migration
446
17.2 Uploading Data
448
17.3 Maintaining Mass Data
450
17.4 Migrating Employee Data
453
17.5 Migrating Products
455
17.6 Migrating Account Hierarchies
457
17.7 Uploading Territories
458
17.8 Data Workbench
459
17.8.1 Import
460
17.8.2 Export
463
17.8.3 Update
467
17.9 Summary
468
18 Personalization and Extensions
469
18.1 End-User Personalization
469
18.2 Adapting User Interfaces
473
18.2.1 Adding Company-Specific Help
473
18.2.2 Adapting a User Interface for Your Company
475
18.2.3 Migrating Adaptation Changes
478
18.2.4 Working with Validations
479
18.3 Extension Fields
482
18.4 Page Layout
483
18.5 Code Lists Restrictions
484
18.6 Custom Forms
487
18.7 Custom Business Objects
490
18.8 Smartphone Layout
492
18.9 Adjusting Sections within Item Details
493
18.10 Summary
496
A Machine Learning in SAP Sales Cloud
497
A.1 Deal Intelligence
498
A.2 Lead Intelligence
499
A.3 Account Intelligence
499
B The Authors
501
Index
503