SAP CRMAbout the TutorialSAP Customer Relationship Management (SAP CRM) is key component of SAP BusinessSuite and it is used not only to address an organization’s short term goals, but it also helpsin reducing cost and increase the decision making ability by defining future strategy. SAPCRM also helps in achieving differentiated capabilities to compete effectively and to meetlong term objectives.This is a fundamental tutorial that covers the basics of SAP CRM and how to deal with itsvarious components and sub-components.AudienceThis tutorial has been prepared for those professionals who wish to learn the basics as wellas the refinements of SAP CRM and execute it in practice.The SAP CRM system is used to support all customer focused business areas like service,marketing, sales, etc. It is also implemented for different customer interaction channels,such as Interaction Centers, Internet, and mobile for E-Commerce.This tutorial is planned to make the reader at ease in getting started with the SAPCustomer Relationship Management and its several other utilities.PrerequisitesIt is an uncomplicated and simple tutorial which the readers can easily understand. Theconceptions are explained here with a basic knowledge of how a company or anorganization deals with its CRM System. However, it will help if you have some priorexposure to customer service, assistance related to sales, complaint handling and otherrelated activities.Copyright and Disclaimer Copyright 2018 by Tutorials Point (I) Pvt. Ltd.All the content and graphics published in this e-book are the property of Tutorials Point (I)Pvt. Ltd. The user of this e-book is prohibited to reuse, retain, copy, distribute or republishany contents or a part of contents of this e-book in any manner without written consentof the publisher.We strive to update the contents of our website and tutorials as timely and as precisely aspossible, however, the contents may contain inaccuracies or errors. Tutorials Point (I) Pvt.Ltd. provides no guarantee regarding the accuracy, timeliness or completeness of ourwebsite or its contents including this tutorial. If you discover any errors on our website orin this tutorial, please notify us at [email protected]

SAP CRMTable of ContentsAbout the Tutorial . iAudience . iPrerequisites . iCopyright and Disclaimer . iTable of Contents . ii1.SAP CRM – INTRODUCTION . 1SAP CRM – Overview . 1Features of SAP CRM . 22.SAP CRM – ARCHITECTURE . 3Installable Components of SAP CRM . 4Content Types . 53.SAP CRM – CAPABILITIES . 74.SAP CRM – INTEGRATION WITH SAP SD . 9Maintaining Divisions in CRM . 9Define Divisions and Distribution Channels for CRM . 10Define Combination of Distribution Channels and Divisions. 105.SAP CRM – GUI . 126.SAP CRM – WEBCLIENT UI . 14How to Login to SAP CRM WebClient? . 14WebClient UI Components . 16Header Area . 17Navigation Area . 19Work Area . 20Overview Pages . 22ii

SAP CRM7.SAP CRM – WEB UI CONFIGURATION . 24Configuration of the Navigation Bar . 278.SAP CRM – SALES. 33CRM Sales Channels and Functions . 33SAP CRM – Sales Functions . 339.SAP CRM – ACCOUNT PLANNING . 35Key Features of Account Planning . 35General Data in Account Planning . 3510. SAP CRM – ACTIVITY MANAGEMENT . 39Activity Management for Employees . 4011. SAP CRM – OPPORTUNITY MANAGEMENT . 41Classification in Opportunity Management . 41Opportunity Hierarchy . 42What is a Lead in SAP CRM? . 4312. SAP CRM – QUOTATION AND ORDER MANAGEMENT . 44Activity Management for Quotation . 4413. SAP CRM – OUTLINE AGREEMENTS . 46Availability Check . 4714. SAP CRM – TAXES . 48Rebate Processing in CRM Sales . 4915. SAP CRM – MARKETING. 51SAP CRM – Marketing Overview . 5116. SAP CRM – MARKETING PLANNING . 53iii

SAP CRM17. SAP CRM – MARKETING CALENDAR. 56Setting up Views in Marketing Calendar . 5818. SAP CRM – CAMPAIGN MANAGEMENT . 60Campaign Execution . 6019. SAP CRM – SERVICE . 6120. SAP CRM – SERVICE REQUEST MANAGEMENT . 64Service Tickets . 64Service Requests . 65Service Tickets Vs. Service Requests . 6821. SAP CRM – SERVICE CONTRACTS . 70What Does a Service Contract Include? . 7122. SAP CRM – SERVICE ORDER MANAGEMENT . 75Complaints and Returns Management . 75Workflow and Escalation Management. 76Warranty Claim Services . 7723. SAP CRM – INTERACTION CENTER . 79Key Functions of SAP CRM IC . 79Interaction Center Agent Functions . 79Interaction Center Components . 8024. SAP CRM – IC PROFILES & CONFIGURATION. 82Integration of SAP CRM IC . 84IC Manager Profile . 8525. SAP CRM – PRODUCT MASTER . 87Product Information in Product Master . 87iv

SAP CRMProduct Relation / Linkages. 88Categories and Hierarchies . 9126. SAP CRM – BUSINESS TRANSACTIONS . 92Business Transaction Types and Categories . 92Business Transaction Functions . 9627. SAP CRM – PRICING . 98Pricing Process . 99Pricing Condition . 101Pricing in CRM WebClient . 10328. SAP CRM – BILLING. 106Billing Documents in a CRM WebClient . 10629. SAP CRM – WEB CHANNEL . 111B2B Scenario . 111B2C Scenario . 113v

1. SAP CRM – IntroductionSAP CRMSAP CRM is one of the key modules in an organization which deals with handling customerseffectively and efficiently. In today’s competitive market environment, it is necessary thatcompanies make changes in a dynamic environment and take care of all the key activitiesrelated to customer service.SAP Customer Relationship Management is known as integrated customer relationshipmanagement module by SAP that helps any organization to achieve their business goalsand allows them to perform all Customer Relationship tasks efficiently. CRM is one of thekey components for making business strategy for medium and large scale organizationsand it also helps in understanding the customers, their needs and customer serviceeffectively.SAP CRM is part of SAP ERP (Enterprise Resource Planning) business suite and is used toimplement customize business processes related to Customer Relationship managementCRM and to integrate with SAP and non–SAP systems. SAP CRM allows an organization toachieve customer satisfaction by meeting the service expectation and providing productsrequired by customers.SAP CRM – OverviewSAP Customer Relationship Management (SAP CRM) is key component of SAP BusinessSuite and it is used not only to address an organization’s short term goals, but also helpsin reducing cost and increasing decision making ability by defining future strategy. It alsosupports in achieving differentiated capabilities to compete effectively to meet long termobjectives.SAP CRM includes the following sub modules that support key functions of the CustomerRelationship Management: SAP CRM Sales SAM CRM Marketing SAP CRM Analytics SAP CRM Service SAP CRM Web Channel (E Marketing, CRM Mobile, etc.) SAP CRM Interaction Center IC SAP HybrisSAP CRM provides you with several benefits, some of which are: It allows you to use cross-industry and industry-specific end-to-end businessprocesses. You can use flexible and process-based deployment options.1

SAP CRM It provides you an open adaptable technology platform powered by SAPNetWeaver.Note: With the acquisition of Hybris, SAP CRM Web Channel is no longer in use. All thecompanies that has CRM Web Channel WCEM license that is valid till Dec 2020 and SAPrecommends to use SAP Hybris to manage E-Commerce and Marketing needs.Features of SAP CRMSAP CRM is one of the key component of SAP Business Suite to manage customerrelationship related activities. It is used to support all customer focused business areaslike service, marketing, sales, etc.This SAP CRM is implemented for different customer interaction channels, such asInteraction Centre, Internet, and mobile for E-Commerce.It has one component known as CRM Analytics that allows an organization to analyze allthe information related to ley tasks associated with customer management and use thisanalytical information for decision making and defining future strategy by providingcustomers the products that they need, quality of service, assistance in sales relatedactivities, complaint handling etc.CRM Version History SAP CRM 2008 (7.0) released in 2009 as part of SAP Business Suite 7.0. SAP CRM 2007 (6.0) released in 2007. SAP CRM 2006 (5.0) released in 2005.2

2. SAP CRM – ArchitectureSAP CRMSAP CRM consists of various components that allow you to integrate the CRM module withother SAP and non-SAP modules, internet, mobile devices like smartphones, tablets, andenterprise portal.In the center, it has SAP CRM server which has sub components like: CRM Enterprise Functions CRM MiddlewareThen there are adapters to communicate with hand held devices and internet. The SAPECC/R3 system is used for backend, SAP BI system is used for analytical reporting andSAP SCM is used to enhance the capabilities of SAP CRM module.You can also see the SAP CRM architecture and all its listed key components in thefollowing image: SAP ERM Server (CRM Enterprise, CRM Middleware, Adapter) SAP ECC as backend system SAP BI for Analytical Reporting SAP SCM Mobile and hand held devices Internet Enterprise Portal3

SAP CRMInstallable Components of SAP CRMThere are various components that get installed with SAP CRM and provide a large set offunctionalities to manage customer relationship. CRM Core: This includes the components that are mandatory for CRM systemlandscape, which includes: oCRM Application Server ABAPoCRM Application Server JavaoSAP GUI and4

SAP CRM CRM Web Client UI. CRM Mobile Components: This component is used for a mobile systemlandscape. CRM Handheld Integration: This component is used for CRM handheldintegration.Workforce DevelopmentStandalone Components: These components are used to provide additionalfunctionalities. They are optional components shown at the time of installation.Application System: This contains OLTP backend system, BI in NetWeaver, SAP SCMand SAP SRM server.SAP Solution Manager: This is one of the key components for SAP CRM implementation.Content TypesDifferent content types are available for different components. For example: Content forSystem landscape directory.The installation program SAPinst can install the CRM Application Server ABAP, CRMApplication Server Java and the underlying SAP NetWeaver Application Server in a singleinstallation run. CRM Application Server ABAP and CRM Application Server Java can run inone system using the same database.You can also install the CRM Application Server ABAP and CRM Application Server Java inseparate systems.5


3. SAP CRM – CapabilitiesSAP CRMThe SAP CRM components provide different capabilities. SAP CRM is a complete softwaresuite and is part of the SAP Business software.CRM CoreThe core functions in SAP CRM are provided by CRM Application server ABAP and CRMApplication server Java. You can further enhance the core functions by adding othersoftware units. CRM Application server and Java application server enables you operatelarge range of business processes.To enhance the capabilities, you can add other software like CRM Mobile application toenable use of marketing, sales and service funct