CR100 CRM (cid:150) Customizing Fundamentals SAP CRM Date Training Center Instructors Education Website Participant Handbook Course Version: 92 Course Duration: 5 Day(s) Material Number: 50094966 An SAP course - use it to learn, reference it for work Copyright Copyright'2009SAPAG.Allrightsreserved. Nopartofthispublicationmaybereproducedortransmittedinanyformorforanypurpose withouttheexpresspermissionofSAPAG.Theinformationcontainedhereinmaybechanged withoutpriornotice. SomesoftwareproductsmarketedbySAPAGanditsdistributorscontainproprietarysoftware componentsofothersoftwarevendors. Trademarks (cid:149) Microsoftfi,WINDOWSfi,NTfi,EXCELfi,Wordfi,PowerPointfiandSQLServerfiare registeredtrademarksofMicrosoftCorporation. (cid:149) IBMfi,DB2fi,OS/2fi,DB2/6000fi,ParallelSysplexfi,MVS/ESAfi,RS/6000fi,AIXfi, S/390fi,AS/400fi,OS/390fi,andOS/400fiareregisteredtrademarksofIBMCorporation. (cid:149) ORACLEfiisaregisteredtrademarkofORACLECorporation. 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Allotherproductsmentionedaretrademarksorregisteredtrademarksof theirrespectivecompanies. Disclaimer THESEMATERIALSAREPROVIDEDBYSAPONAN"ASIS"BASIS,ANDSAPEXPRESSLY DISCLAIMSANYANDALLWARRANTIES,EXPRESSORAPPLIED,INCLUDING WITHOUTLIMITATIONWARRANTIESOFMERCHANTABILITYANDFITNESSFORA PARTICULARPURPOSE,WITHRESPECTTOTHESEMATERIALSANDTHESERVICE, INFORMATION,TEXT,GRAPHICS,LINKS,ORANYOTHERMATERIALSANDPRODUCTS CONTAINEDHEREIN.INNOEVENTSHALLSAPBELIABLEFORANYDIRECT, INDIRECT,SPECIAL,INCIDENTAL,CONSEQUENTIAL,ORPUNITIVEDAMAGESOFANY KINDWHATSOEVER,INCLUDINGWITHOUTLIMITATIONLOSTREVENUESORLOST PROFITS,WHICHMAYRESULTFROMTHEUSEOFTHESEMATERIALSORINCLUDED SOFTWARECOMPONENTS. g200932242614 About This Handbook Thishandbookisintendedtocomplementtheinstructor-ledpresentationofthis course,andserveasasourceofreference. Itisnotsuitableforself-study. Typographic Conventions American English is the standard used in this handbook. The following typographic conventions are also used. 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AboutThisHandbook CR100 Icon Meaning Formoreinformation,tips,orbackground Noteorfurtherexplanationofpreviouspoint Exception or caution Procedures Indicatesthattheitemisdisplayedintheinstructor’s presentation. iv '2009SAPAG.Allrightsreserved. 2009 Contents Course Overview......................................................... vii Course Goals...........................................................vii Course Objectives ....................................................viii Unit 1: SAP CRM 7.0 (cid:150) Overview.......................................1 SAP CRM Functions and Architecture...............................2 SAP CRM WebClient User Interface.................................8 Unit 2: Account Management......................................... 23 Overview of Accounts and Business Partners....................24 Account Classification Options and Account Hierarchies........45 Data Exchange with the SAP ERP System .......................54 Unit 3: Organizational Management................................. 73 Organizational Model.................................................74 Determination of Organizational Data in Transactions...........89 Unit 4: Product Master.................................................103 Basic Features of the Product Master.............................104 Set Types, Attributes, Categories, and Hierarchies .............110 Unit 5: Transaction Processing......................................143 Structure of Transactions...........................................144 Transaction Types Item Categories and Item Category Determination.....................................................150 Basic Functions in Business Transactions .......................189 Unit 6: Activity Management.........................................219 Overview of Activity Management.................................220 Customizing Activities and Special Activity Functions ..........226 Unit 7: Partner Processing ...........................................253 Overview of Partner Processing ...................................254 Customizing Partner Processing...................................260 Unit 8: Actions...........................................................285 Action Processing....................................................286 v 2009 ' 2009 SAP AG. All rights reserved. Contents CR100 Unit 9: Pricing ...........................................................319 Overview of Pricing..................................................320 Condition Maintenance and Pricing Functions...................330 Unit 10: CRM Billing....................................................357 Overview of CRM Billing............................................358 Customizing CRM Billing............................................366 Unit 11: CRM Middleware .............................................389 Overview of CRM Middleware......................................390 Data Exchange between SAP CRM and SAP ERP.............397 Consistency and Monitoring of the Data Exchange.............411 Unit 12: CRM WebClient UI ...........................................423 Overview of CRM WebClient UI....................................424 Index .......................................................................453 vi '2009SAPAG.Allrightsreserved. 2009 Course Overview Thecourseintroducesimportantmasterdataandcoversbasecustomizingsettings of the SAP CRM solution. Thiscoursedoesnotcoverkeyfunctionsorcontactchannelsindetail. Thecourse focusesonmore(cid:147)generic(cid:148)topics(forexample,masterdataandgeneralconcepts of transactionprocessingaswell asbasicfunctions). Target Audience Thiscourseisintendedforthefollowing audiences: (cid:149) Customers, consultants and project team members responsible for configuringbasicfunctionsoftheSAPCRMsystems (cid:149) Users of SAP ERP Central Component and new customers planning to implement SAP CRM (cid:149) Customers and consultants who need detailed knowledge about base Customizing in SAP CRM 7.0. Course Prerequisites Required Knowledge (cid:149) ThiscourserequiresthecourseSAPCRM(SAPCRMSolutionOverview). Recommended Knowledge (cid:149) KnowledgeofSAPERP(R/3)SalesandDistribution(SD)helps. Knowledge oftheSAPCRMlearningmapsthatdescribethefunctionsinmoredetail. (cid:149) CustomersandpartnerscanusethefollowinglinkstotheSAPCRMlearning maps on SAP Service Marketplace: (cid:150) http://service.sap.com/okp to register (OKPstandsforSAPOnlineKnowledgeProducts.) (cid:150) http://service.sap.com/rkt-crm for access vii 2009 ' 2009 SAP AG. All rights reserved. CourseOverview CR100 Course Goals This course will prepare you to: (cid:149) understandtheconceptofmasterdata(Accounts,theOrganizationalModel and Products) (cid:149) performbasiccustomizingof businesstransactions (cid:149) customizebasicfunctionsrelevantfortransactionprocessing (cid:149) describeoptionsof theCRMBilling application (cid:149) understandthemainfunctionsoftheCRMMiddleware (cid:149) describethebasicfeaturesandfunctionsoftheCRMWebClientUI Course Objectives After completingthiscourse, youwill beable to: (cid:149) GainadeeperknowledgeofbasicdatainCRMaswellasselectedgeneric CRM functions viii '2009SAPAG.Allrightsreserved. 2009 Unit 1 SAP CRM 7.0 (cid:150) Overview Unit Overview ThisunitgivesanoverviewoftheSAPCRMapplication. Unit Objectives After completing thisunit, you will beableto: (cid:149) Describe the SAP CRM application (cid:149) DescribethevariouscomponentsoftheSAPCRMarchitecture (cid:149) Define CRM Middleware (cid:149) Navigate in the CRM WebClient UI Unit Contents Lesson: SAP CRM Functions and Architecture................................2 Exercise 1: Characteristics of the SAP CRM Application................5 Lesson: SAP CRM WebClient User Interface..................................8 Exercise 2: Logon and Personalization...................................13 1 2009 ' 2009 SAP AG. All rights reserved. Unit1: SAPCRM7.0(cid:150)Overview CR100 Lesson: SAP CRM Functions and Architecture Lesson Overview ThislessonintroducestheSAPCRMapplicationbycoveringitskeyfunctions and architecture. Lesson Objectives After completingthislesson, you will beable to: (cid:149) Describe the SAP CRM application (cid:149) DescribethevariouscomponentsoftheSAPCRMarchitecture (cid:149) Define CRM Middleware Business Example YourcompanyhasselectedSAPCRMasitsCustomerRelationshipManagement solution. Therefore,youwanttobecomefamiliarwiththekeyfunctionsprovided by SAP CRM. You also want to familiarize yourself with the SAP CRM architecture. Figure 1: SAP CRM Summary SAPCustomerRelationshipManagement(SAPCRM)isacomprehensivesolution for managing your customer relationships. It supports all customer-focused businessareas,frommarketingtosalesandservice,aswellascustomerinteraction channels,suchastheInteractionCenter,theInternet,andmobileclients. 2 '2009SAPAG.Allrightsreserved. 2009