Lesson: SAP CRM Functions and Architecture

489 Pages·2009·31.37 MB·English

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.
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About This Handbook
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AboutThisHandbook CR100
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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
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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
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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
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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
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'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
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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.
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'2009SAPAG.Allrightsreserved. 2009