rolling purchase history (CRM-EM)

CRM Entitlement Management (CRM-EM) Quantity-based program with which you grant your dealers entitlements, based on their purchase history in your company. Dealers return new goods to you in this case, not used parts. The entitlement is a right to return; in this case it aids returns authorization and ensures that the dealer returns no more products to you than they bought from you originally.

tile set (CRM-MSA)

Mobile Sales (CRM-MSA)
A group of related tiles on the user interface of the CRM Mobile Application. The CRM Mobile Application consists of different components, each of which contains tile sets. Example The CRM Mobile Application consists of different components, such as "Business Partners", "Contact Persons", and "Activities". The "Business Partners" component contains, among others, the tile sets "Search" and "Details".

mySAP CRM Field Applications (CRM)

Customer Relationship Management (CRM)
Software for managing business processes in sales, service, and marketing for employees who are working in the field and interacting with customers through face-to-face communications. mySAP CRM Field Aplications support employees working with laptop computers or handheld devices, such as PDAs. When working with a field application, you can be connected to the CRM system or you can work offline.

CRM Migration (CRM-MW)

Middleware (CRM-MW)
Describes an upgrade of a CRM system with a mobile scenario (for example Field Sales or Field Service) from release 2.0B or 2.0C to a higher release. The migration process comprises a data migration (CDB Migration) after the technical upgrade of the CRM server. Furthermore, a complete installation of the

mobile solution (that is, the mobile clients and other components for the mobile solution) has to be performed. That means, a complete roll-out has to be performed.

Pattern Matching System (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
IPC Component for quick and efficient processing of a knowledge base's dependencies. IPC-PME compiles all active constraints of a knowledge base to discrimination nets, allowing for dependencies to be systematically processed during configuration, based on the respective value settings (or value derivations). Discrimination nets are stored in the knowledge base in a table.

location (CRM-RPL-ICS)
Interaction Center Agent Scheduling (CRM-RPL-ICS)
An org. unit using workforce management to schedule its employees. Companies can have one or more locations running workforce and a single physical site can house multiple locations. Typically, the larger the number of locations the smaller number of employees at each location. Examples include interaction centers, shops, retail outlets, department stores, contact centers.

meta model (CRM-CIC)

Interaction Center WinClient (CRM-CIC)
XML-based description of all resources available to the alert modeler, including exposed data objects, events, and methods that can be used within alert modeler scripts. Events are used to trigger certain scripts (rules), data objects can be used to examine certain conditions, and methods define the possible actions a script can trigger within IC processing.

campaign response handling (CRM-MKT)

Marketing (CRM-MKT)
A collection of processes to record and handle responses. These responses can consist of: Real responses, where customers respond to campaigns by contacting the CRM customer, or Bounces, where incorrect customers contact the CRM customer

The responses can be collected and recorded for a variety of channels of communication, such as emails, letters or faxes.

analytical CRM (CRM-ANA)

CRM Analytics (CRM-ANA)
A consistent suite of analytical applications for measuring, predicting, and optimizing a company's customer relationships. Analytical CRM allows companies to continuously capture and analyze a broad range of customer data to gain significant insights into and a deeper understanding of their customers. This information assists companies in optimizing customer relationships across all customer touchpoints.

controlling type (CRM)

Customer Relationship Management (CRM)
A Customizing setting that decides where costs and revenues for a combination of validity period, transaction type, and service organization are to be posted. Costs and revenues can be posted to the following: An internal order A profitability segment and/or profit center (mass-object controlling) To the account assignment object in CRM No controlling is necessary

wish list (CRM-ISA)

Internet Sales (CRM-ISA)
Previously saved shopping baskets filled with products from a Web shop. Customers can access them at any time, as long as they are logged on. These shopping baskets serve as templates for regularly recurring purchase orders, or for customers who are not quite sure whether they want to order the products they have chosen.

worklist (CRM)
Customer Relationship Management (CRM)
A tab page in the locator that contains objects such as: Business transactions Products Partners

These objects have been assigned to particular users or user groups, or they have been selected as "favorites". When a user calls up the worklist, he or she can view and process all the objects that have been assigned to their user name.

pipeline (CRM-ANA)
CRM Analytics (CRM-ANA)
A form of analysis that displays potential sales revenue by providing an overview of the current and future sales situation. Pipelines can be used to track quantities of sales, compare expected and actual values, or as a basis for planning future sales processes. Pipelines are employed in different areas, such as opportunities, contracts or activities.

filler block (CRM-RPL-ICS)

Interaction Center Agent Scheduling (CRM-RPL-ICS)
The work that can be assigned as a block within a schedule and is defined as having a miniumum and maximum duration. For example, specifying administrative work to be performed in one hour blocks (the minimum duration), but not to exceed two one hour blocks (the maximum duration).

SPL-requested return (CRM-BTX-COM)

Complaints / Returns / In-House Repair (CRM-BTX-COM)

A return initiated by the vendor. Because of a bottleneck in shipping for a service part, the vendor searches for this part at the sites of his or her customers (dealers) who have purchased this part. Marketing campaigns are used to process SPL-requested returns.

filter condition (CRM-MKT)

Marketing (CRM-MKT)
An additional restriction criterion that is assigned to an attribute. This criterion refers to an attribute from the same selection data source. For example, you can assign a date condition such as "May 1 until August 31" to the attribute "Sales". During segmentation, only the sales from May until August are taken into account.

individual agreement (CRM-RB)

Rebate Processing (CRM-RB)
Condition record that describes a number of attributes, (for example, business partner, product group, business transaction category, and so on), and that determines the rebate amount based on sales revenue data for a specific time period within the rebate agreement. The system also uses individual agreements for determining accruals thatshould be accumulated.

Workforce Deployment - Limited Access for Manager (CRM-RPL-I

Interaction Center Agent Scheduling (CRM-RPL-ICS)

A variant of workforce deployment where managers at each location use the system to schedule their employees and rely on support from corporate headquarters to perform one or more of the following activities: Settings Maintenance Forecast Creation Schedule Creation

synchronization BDoc type (CRM-MW)

Middleware (CRM-MW)
Only used for data synchronization with mobile clients. sBDoc types contain direct mappings to tables of the consolidated database. sBDoc types are used to make data persistent in the CDB and to exchange messages between the CRM Server and mobile clients. Realignment and dependencies between sBDoc types are supported.

routing group (CRM-CIC)

Interaction Center WinClient (CRM-CIC)
Umbrella term for processing groups and business partner groups in business routing. Possible processors (for example, sales representatives) and business partners are grouped in the CRM Online System, and are assigned to each other according to specific criteria. This assignment specifies which processors are responsible for which business partners.

server PIN (CRM-CIC)

Interaction Center WinClient (CRM-CIC)
A Mailbox number associated with a paging or voicemail service. Example If you want to retrieve your voicemail messages, but you call from another line, you first must identify the mailbox in which your messages are stored. Usually the number of this mailbox is the same as your extension.

ction (CRM-BE)
Billing (CRM-BE)
A scheduled follow-up activity in a business process. Actions are determined and executed by the Post Processing Framework (PPF). In a Billing Engine application (BEA), actions you can schedule and start include: Printing out invoices Sending invoices by e-mail Sending invoices by fax Workflows Transferring billing documents to follow-on BEAs

mass-object controlling (CRM)

Customer Relationship Management (CRM)
Controlling at an aggregated level using profitability segments in the Profitability Analysis component (CO-PA) and/or profit center in Profit Center Accounting (EC-PCA). The actual costs from the CRM confirmation, and the revenue from CRM billing are posted directly in COPA and/or in Profit Center Accounting.

actual total duration (CRM)

Customer Relationship Management (CRM)
A date type that contains the total time spent on one business transaction, for example, a sales visit on Monday 12 January from 9.00 am until 12.00pm. This time period includes preparation, traveling times as well as the amount of time spent in a meeting with the customer.

Pipeline Performance Management (CRM-ANA)

CRM Analytics (CRM-ANA)

An interactive application that helps sales managers and sales representatives to do the following: Analyze their sales pipeline Identify gaps and critical opportunities Identify and monitor opportunity changes in the pipeline Simulate what-if scenarios Trigger immediately the right actions to resolve issues and to meet their targets.

brand owner (CRM-CHM)

Channel Management (CRM-CHM)
Manufacturer or vendor of a product or a range of products. The brand owner does not distribute his goods himself or at least not entirely himself, but rather has an indirect sales network. His business partners in indirect sales and service represent his sales and service partners (channel partners).

Validation service (CRM-MW)

Middleware (CRM-MW)
This service checks and posts application data from a BDoc message in messaging flow to the CRM Server applications database. The service is able to post data belonging to various objects (such as business partners) in one step. A status message reports back the successful posting of the data.

usage type (CRM-MKT)

Marketing (CRM-MKT)
Describes the usage of an object within the Segment Builder. SAP supplies the following categories as standard: campaign execution, segmentation basis, product proposal, processing group for business routing, business partner group for business routing, promotions and partner authorization group to which usages are assigned for display and authorization purposes.

deletable (CRM-BF-AR)
Archiving (CRM-BF-AR)
A status used in CRM Data Archiving to mark business objects with status 'Archivable' for deletion. Objects with this status are considered to be logically deleted and are therefore locked, so that they cannot be changed again. Other statuses used in CRM Data Archiving are 'Archivable' and 'Archived'.

initial load (CRM-MW)

Middleware (CRM-MW)
First download of business, customizing, and condition objects from an ERP Backend System to the CRM Application Database or from the latter to the consolidated database (CDB) of the CRM Server. The CRM Server is provided with an initial dataset during the initial data transfer from an OLTP System.

attribute set (CRM-MKT)

Marketing (CRM-MKT)
A finite group of criteria used to create marketing profiles. Attribute sets are created in SAP CRM. They can be used in applications such as Internet Sales where they appear as a form. In Business Routing, they group attributes used to describe call center agents or business partners.

outgoing royalties accrual (CRM-IM-IPM)

Intellectual Property Management (CRM-IM-IPM)
The system determines the anticipated costs in a simulation run, so that the costs resulting from a license acquisition can be posted before OR settlement takes place. Anticipated costs are posted against an accrual account in FI as OR accruals.

Groupware integration (CRM)

Customer Relationship Management (CRM)
Enables users of SAP CRM Activity Management to synchronize their CRM calendar with Microsoft Outlook or Lotus Notes. Business activities and tasks created in the SAP CRM system can then be displayed quickly and easily in groupware calendars, without users having to refer back to theCRM system.

business alignment (CRM-CHM)

Channel Management (CRM-CHM)
Phase of a design opportunity where the brand owner, having recognized it as a valid new opportunity, decides whether it is also in line with the brand owner's business plans and interests and, therefore, whether it would like to go further with the opportunity.

item proposal profile (CRM-IPS)

Public Sector (CRM-IPS)
Contains an item proposal strategy, which can be defined for transaction types, that supports a rulebased, automatic selection and assignment of benefits as social application items. The Business Rule Framework (BRF) and customer-specific BAdI implementations can be used as strategy categories.

market basket analysis (CRM-ANA)

CRM Analytics (CRM-ANA)
A modeling technique based upon the theory that if you buy a certain group of items, you are more (or less) likely to buy another group of items. Market Basket Analysis is a typical application of the data mining method Association Analysis.

attribute (CRM-MD)
Master Data (CRM-MD)
A characteristic used to specify the responsibilities of an organizational unit or a territory. Attributes include: postal code region business partner

Example
If a territory has the attribute "Postal Code" with the value 6*, then all customers whose postal code starts with 6 belong to this territory.

appointment rule period (CRM-MD)

Master Data (CRM-MD)
Validity period for an appointment rule with periodic validity, which does not depend on the year and can be defined as follows: By means of a date By means of a calendar week By means of a function module

partner/product range (CRM-MD)

Master Data (CRM-MD)

A combination of business partners and products which is valid for a specific time in pre-defined scenarios (for example, Telesales, Internet Sales) and with which products in specific areas are offered for purchase or sale.

account (CRM-MD)
Master Data (CRM-MD)
Organizations or firms, but also individuals or groups with which a company has a business relationship in the context of account and contact management. Organizations and firms are referred to as #corporate accounts# and private individuals as #individual accounts".

hazardous product (CRM-MD)

Master Data (CRM-MD)
Materials or parts that are dangerous to handle or store and may contain substances such as corrosives, gases, etc. that make them dangerous. These products may therefore be subject to special rules regarding packing and shipping.

business agreement class (CRM-MD)

Master Data (CRM-MD)
Defines certain attributes (payment data and control parameters) of a business agreement in conjunction with a reference contract account from Contract Accounts Receivable and Payable (FI-CA).

structured product (CRM-MD)

Master Data (CRM-MD)
Consists of a header product and any number of component products. Structured products are used to represent a group of products as a distinct unit in certain logistics processes.

product (CRM-MD)

Master Data (CRM-MD)

Products can be tangible, such as a PC, or intangible, such as services like PC maintenance. The product master provides information on all products that a company purchases or sells.

account hierarchy (CRM-MD)

Master Data (CRM-MD)
Hierarchy for displaying the organizational structures of an account (for example, buying group, cooperative, or chain of retail outlets) that can also be used for pricing.

product assignment type (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Key that defines whether products are manually or automatically assigned to a catalog area, or whether both types of assignment are allowed.

extract (CRM-MD-PRO-OBJ)
Objects (CRM-MD-PRO-OBJ)
Compilation of the most important data of a sales or other document. Document extracts are stored in the event history in XML format.

staging (CRM-MD-PCT)
Product Catalog (CRM-MD-PCT)

Work version in product catalog management that enables you to change product catalog contents which have already been published. Changes are published after being released.

substitute entitlement product (CRM-MD)

Master Data (CRM-MD)
When returning a core for which no entitlements exist, entitlements valid for a similar type of product can be applied instead.

behavior profile (CRM-MD-PRO-OBJ)

Objects (CRM-MD-PRO-OBJ)
A set of traits that model the behavior for an object family by defining states and transitions.

exclusion (CRM-MD)
Master Data (CRM-MD)
A group of products that are not relevant for a particular business partner in a particular time period. Exclusion is the opposite of listing.

partner/product range listing (CRM-MD)

Master Data (CRM-MD)
Listing that is structured according to the data model of the partner/product range (PPR).

corporate account (CRM-MD)

Master Data (CRM-MD)

Companies or organizations with which a company has a business relationship in the context of account and contact management.

individual account (CRM-MD)

Master Data (CRM-MD)
Private individuals with which a company has a business relationship in the context of account and contact management.

assortment (CRM-MD)
Master Data (CRM-MD)
A list of products, which can be used to assign the same group of products to multiple listings.

condition reference (CRM-MD)

Master Data (CRM-MD)
Represents a connection between a condition record and a higher-level object (for example, Account Plan).

structure gap (CRM-MD)

Master Data (CRM-MD)
Place holder for a missing component in the structure of an installed base.

movement rate category (CRM-MD)

Master Data (CRM-MD)

Territory-dependent indicator used to classify a product as a slow-moving part.

numeric product ID (CRM-MD)

Master Data (CRM-MD)
Product ID containing only figures and formatting characters, not letters or special characters.

sales component (CRM-MD)

Master Data (CRM-MD)
Interlinkage type used to maintain relationships between products in packages.

dependent component (CRM-MD)

Master Data (CRM-MD)
Interlinkage type used to maintain relationships between products.

rate plan (CRM-MD)

Master Data (CRM-MD)
Payment plan in service provider area.

interlinkage type (CRM-MD)

Master Data (CRM-MD)
Used to maintain relationships between products.

Customer Contact Center Sales (CRM-MD)

Master Data (CRM-MD)
An application for creating and administering orders and contracts in the CRM environment for Telco's that maintain their customer relationships via the Call Center.

personal catalog (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Copy of a product catalog that is automatically generated when a collaborative view is created in the CRM system.

automatic product assignment (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
A type of product assignment where products can only be assigned to a catalog area automatically.

manual product assignment (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Type of product assignment where products can only be assigned to a catalog area manually.

catalog type (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Key for determining product assignment, text determination procedure and document types in a product catalog.

catalog item (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Part of a catalog area that contains information on an assigned product.

product catalog management (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Transaction for the structure and management of product catalogs.

catalog area type (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Key for classification of catalog areas according to certain criteria.

master characteristic (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)

Special case of a catalog item characteristic. Master characteristics refer to product attributes in the product master. Their values are transferred to the product catalog along with the products. They can only be displayed in the product catalog.

catalog header (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Part of a product catalog that contains information valid for the entire product catalog.

product catalog (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Component enabling the structuring of product catalog data based on product master data and the management of the associated information. You can use the product catalog to effectively present your products in the World Wide Web or using other media.

catalog variant (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Part of a product catalog that contains information on the actual specification of the catalog to be published. By defining various catalog variants you can publish product catalogs with the same dataset in different languages, for example.

catalog area (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)

Part of a product catalog that contains further catalog areas or products, and more information on the products. Catalog areas can be arranged hierarchically if necessary.

list of catalog characteristics (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
List of all catalog item characteristics and master characteristics that exist in a product catalog or catalog area.

catalog item characteristic (CRM-MD-PCT)

Product Catalog (CRM-MD-PCT)
Characteristic used to describe objects in a product catalog. Catalog item characteristics are both created and managed in the product catalog. In the product detail view in the Web catalog, catalog item characteristics describe a selected product. Examples of catalog item characteristics could be color or weight, for example. They can be used as search criteria.

bounce management (CRM-MKT)

Marketing (CRM-MKT)
Service for recognizing and managing temporarily or permanently non-deliverable e-mails. For mails that are identified as "non-deliverable", the appropriate follow-on steps (for example, resending of e-mail, deletion of invalid e-mail address) can be taken.

tolerance profile (CRM-MKT)

Marketing (CRM-MKT)

In Grantor Management defines for a specific payment type, such as a a claim or an advance, how amounts that exceed the reference amount are handled by the system.

up-selling (CRM-MKT)
Marketing (CRM-MKT)
Process by which an alternative, more expensive product (or one with a higher profit margin) is proposed for purchase in place of the one selected by the customer.

sell-in (CRM-MKT)
Marketing (CRM-MKT)
A TPM process that details the consent of agreements after negotiation: The key account manager introduces planning to the retail buyer and creates sales orders by arrangement.

uplift factor (CRM-MKT)

Marketing (CRM-MKT)
Defines the increase in sales brought about from a trade promotion. Multiplying the base quantity by this factor gives the total sales within a given period.

soft bounce (CRM-MKT)

Marketing (CRM-MKT)
A mail that cannot currently be delivered due to temporary problems (for example, mail server is down) but may be redeliverable at another time.

response recording (CRM-MKT)

Marketing (CRM-MKT)
To record responses related to campaigns quickly and easily. These responses could include leads or activities. You can also create organizations and contact persons.

payment request claim (CRM-MKT)

Marketing (CRM-MKT)
A payment made in advance of executing the terms and conditions of an agreement and/or in advance of incurring expenditures.

pre-evaluation (CRM-MKT)
Marketing (CRM-MKT)
A process at the beginning of a trade promotion during which internal data and data from external sources is collected and prepared.

mailing header (CRM-MKT)

Marketing (CRM-MKT)
Displays what campaign the marketing E-mail is assigned to and the date and time at which the E-mail was created.

origin type (CRM-MKT)

Marketing (CRM-MKT)
Specifies the origin of the data used to create a data source, for example attribute set, BW query view, or InfoSet.

post-evaluation (CRM-MKT)
Marketing (CRM-MKT)
Analysis of results and comparison of planned/actual values in a trade promotion at the end of a process cycle.

fund (CRM-MKT)
Marketing (CRM-MKT)
TPM process: If all agreements within a trade promotion are kept to, the retailer is awarded extra agreed discounts.

hard bounce (CRM-MKT)

Marketing (CRM-MKT)
A mail that was sent but could not be delivered due to an incorrect recipient address.

deduplication (CRM-MKT)
Marketing (CRM-MKT)
Identification and removal of duplicate entries in a profile or target group in the Segment Builder.

baseline (CRM-MKT)
Marketing (CRM-MKT)
A basic volume of sales made in the absence of any promotion or merchandising event activity.

Segment Builder (CRM-MKT)

Marketing (CRM-MKT)
An interactive marketing tool which provides a graphical interface for modeling target groups.

MA (CRM-BTX-COM)
Complaints / Returns / In-House Repair (CRM-BTX-COM)
Abbreviation of return material authorization. An approval allowing customers to return products. Customers are issued with a unique RMA number which they use to label a product when they return it.

SPL-requested return (CRM-BTX-COM)

Complaints / Returns / In-House Repair (CRM-BTX-COM)
A return initiated by the vendor. Because of a bottleneck in shipping for a service part, the vendor searches for this part at the sites of his or her customers (dealers) who have purchased this part. Marketing campaigns are used to process SPL-requested returns

process identifier (CRM-BTX)

Business Transactions (CRM-BTX)
Controls business transaction processes at item level. If, for example, an item is to be copied from a list of products to a sales order, the user can specify the process that is triggered by this item (for example, complaint or sales).

analysis (CRM-BTX-COM)
Complaints / Returns / In-House Repair (CRM-BTX-COM)
A processing level in the investigation workflow. A processor that is assigned to this level supervises and monitors the process and reaches a decision either immediately or after consultation with colleagues on the research level.

research (CRM-BTX-COM)
Complaints / Returns / In-House Repair (CRM-BTX-COM)
A processing level in the investigation workflow. A processor that is assigned to this level collects facts for analysis and ensures that the necessary data is accurate and complete, but does not make status decisions.

subject (CRM-BTX)
Business Transactions (CRM-BTX)
A description of a problem, cause or solution action in coded form. This coding consists of a catalog type, code group and code. They can be assigned hierarchically to display relationships such as problem and cause in the coding.

subject profile category (CRM-BTX)

Business Transactions (CRM-BTX)
A way of controlling attributes of the subject profile, for example, how many catalog categories are allowed, which ones, and whether one or more codes can be selected using the application help.

billing request item (CRM-BTX)

Business Transactions (CRM-BTX)
An item to be billed, generated from the billing plan based on specific criteria. These items contain information on the period being billed and the amount to be billed, for example.

service order template (CRM-BTX)

Business Transactions (CRM-BTX)
A data object that can contain predefined task descriptions, the amount of work involved in a task and/or the parts required to perform the task.

preceding transaction (CRM-BTX)

Business Transactions (CRM-BTX)
An existing business object, to which a new business object refers.

Example
You can create a service confirmation with reference to the preceding transaction: the service order.

combined contract (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
A lease that includes a service item and is linked to the financing items and service items of a product.

pool contract (CRM-BTX-CTR)

Contracts (CRM-BTX-CTR)
Service contract that collects data from single contracts and recalculates the consumption values of those single contracts. .

service interval (CRM-BTX)

Business Transactions (CRM-BTX)
A definition of the space of time between which periodic services should be performed. The following service intervals are possible: Time-based intervals (for example, every 6 months) Counter-based intervals (for example, every 1000 kilometers) A combination of both time-based and counter-based intervals

object list (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
A list belonging to a service contract item in which objects can be entered, for which the contractual services specified in the service contract item can be claimed. Installed bases, installed base components and products can be used as elements of this object list.

debit memo correction request item (CRM-BTX-COM)

Complaints / Returns / In-House Repair (CRM-BTX-COM)
A business object type that makes it possible to trigger a difference calculation in a document that has a billing document as the referenced preceding document. To accomplish this, billing relevance "Order-related billing according to order quantity" is assigned to the corresponding item category.

used part return (CRM-BTX-COM)

Complaints / Returns / In-House Repair (CRM-BTX-COM)
A business transaction in CRM Service that is used to reflect the return of parts for which a customer paid a deposit.

volume document (CRM-BTX)

Business Transactions (CRM-BTX)
A document that contains all the usage information necessary for billing a service order.

service confirmation (CRM-BTX)

Business Transactions (CRM-BTX)
Business transaction that is used to confirm a service process.

distribution status (CRM-BTX)

Business Transactions (CRM-BTX)
Specifies the status of the business transaction or business transaction item regarding distribution from the CRM Online System to the R/3 System.

warranty management (CRM-BTX)

Business Transactions (CRM-BTX)
A software component in CRM that enables the creation, processing, assignment, validation and analysis of warranties.

follow-up transaction (CRM-BTX)

Business Transactions (CRM-BTX)
A business object that refers to an existing business object.

Example
You can create a service confirmation as a follow-up transaction to a service order.

start function code (CRM-BTX)

Business Transactions (CRM-BTX)
Function code for determining screen data when starting transaction processing. Screen sequence control in the business transaction is triggered by the start function code.

pool linkage (CRM-BTX-CTR)

Contracts (CRM-BTX-CTR)
The assignment of a single contract to a pool contract for pricing and billing reasons. Pool linkages are created from single contracts.

service part (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
A product of type "material" (such as a washer) that is required to perform a repair during a service.

service organization responsible (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
The service organization in charge of the customers.

reference object (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
A product or IBase in the business transaction for which a service is requested. You can create several reference objects per header or item. If an IBase is defined for the reference object, certain master data (for example, partner) can be transferred to the business transaction. An object history that is available for evaluations can be built up using the reference object.

product service letter (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)

An official document issued by a manufacturer or other authorized party as a safety warning, or to avoid costly repairs in the case of damage. The document contains instructions for the execution of services for a particular product area and describes the conditions of execution. Service letters are issued due either to a possible, or previously identified technical defect occurring in a product.

product service letter (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
An official document issued by a manufacturer or other authorized party as a safety warning, or to avoid costly repairs in the case of damage. The document contains instructions for the execution of services for a particular product area and describes the conditions of execution. Service letters are issued due either to a possible, or previously identified technical defect occurring in a product.

partial pricing (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
The process of determining price information for certain items in a transaction. Partial pricing is only limited to certain items, which are dependent on the action. For example, during entry of readings, partial pricing is limited to billing request items for usage. Partial pricing cannot process group conditions because it is limited to particular items.

decline final (CRM-BTX-COM)

Complaints / Returns / In-House Repair (CRM-BTX-COM)
An activity in the investigation workflow. This activity is triggered by a button with a similar name: "Decline (Final)".

Unlike an item that was declined, after a decline (final) for a complaint item, customers cannot resubmit the item. "Decline (Final)" sets the life cycle status in the system to completed.

aggregate contract (CRM-BTX-CTR)

Contracts (CRM-BTX-CTR)
A type of pool contract in which the system bills usages from all linked single contracts. Single contracts that are linked to an aggregate contract do not bill any usage. For aggregate contracts, the system calculates the contracted quantity consumed and the actual quantity consumed for all single contracts together.

entitlement profile category (CRM-BTX)

Business Transactions (CRM-BTX)
Dictates the various functions that are possible in an entitlement profile, such as determining or transferring deposit refund entitlements. The entitlement profile category is similar to the business transaction category for business transactions. SAP delivers the available entitlement profile categories in a system table; they cannot be changed.

escalation management (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
Process flow of transactions in the system in order to keep the time frames that were agreed upon in Service Level Agreements (SLAs). The system takes care of both monitoring deadlines and notifying the appropriate employees in the case of a missed deadline.

service value contract (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)

A service contract (value/quantity) in which the services and spare parts for an agreed service package are based on a specific target value. Example: Spare parts and services for a total value of 500 Euros.

contract release order (CRM-BTX-CTR)

Contracts (CRM-BTX-CTR)
A form of business transaction that a customer uses to request from a vendor part of the target quantity or target value of products or services agreed in a contract. A release order contains information on quantities and delivery dates.

credit overview (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
A function that updates credit quantities and values. The credit overview documents the usage of credit quantities and saves forecasted quantities and values for the next usage billing cycle.

business rule item (CRM-BTX)

Business Transactions (CRM-BTX)
The component of a business rule in automatic rules processing (ARP) in which you enter the filter value of a schedule condition that runs during the planning phase of a business rule.

service employee (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)

A member of a service team. The service employee is represented in the system as business partner.

service window (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
A defined period in which a service is performed. The service window is used to control scheduling.

logistics scenario for material withdrawal (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
The specification of the type of goods withdrawal in SAP R/3 that should be used when confirming spare parts in SAP CRM. The following logistics scenarios are possible for material withdrawal: Withdrawal from employee consignment stock Withdrawal from customer consignment stock Withdrawal from employee stock at plant/storage location

service confirmation item (CRM-BTX)

Business Transactions (CRM-BTX)
A business transaction item in Service that is used to confirm items for a service process. A service confirmation item can only contain one type of confirmed information (services, products, times or documents). The service confirmation item contains billing-relevant information for internal follow-up processes, such as :

Cost determination Wage payments Inventory management.

assessor (CRM-BTX)
Business Transactions (CRM-BTX)
Pre-defined partner function in the buying center within the Sales Methodology, which is delivered in the standard configuration. Evaluates the alternative solutions, usually from a technical point of view. Can block access to the decider or endorser. Customer-specific functions can also be defined to suit the needs of specific businesses.

service quantity contract (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
A service contract (value/quantity) in which a specific target quantity of services and spare parts for an agreed service package is defined. Example: A hotline, or repair service can be used a maximum of 10 times.

subject profile (CRM-BTX)

Business Transactions (CRM-BTX)
A grouping of code group profiles from different catalogs. The subject profile is used to limit the selection of subjects in transaction processing. The limitation can be structured, thereby enabling the creation of a hierarchy. The subject profile is assigned to the transaction type.

grid product (CRM-BTX)

Business Transactions (CRM-BTX)
Product with a maximum of three characteristics that belong together, such as size and color. A grid product thus represents a special type of configurable product. T-shirts that are available in different sizes and colors are an example of a grid product.

endorser (CRM-BTX)
Business Transactions (CRM-BTX)
Pre-defined partner function in the project organigram within the sales methods. The endorser receives a recommendation from the decision maker as to which alternative solutions should be purchased and ultimately grants approval. The endorser can also increase or cut the budget.

service contract quotation (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
A legally binding offer to a customer for agreement of services included in the service contract. The service contract quotation can be preceded by a customer inquiry for a contract offer.

contractor (CRM-BTX)
Business Transactions (CRM-BTX)
The contract party that sets the contract. In a sales scenario, the contractor is the party that provides goods or services and receives payment (money) in return. Example

In Telecommunications, the contractor could also be called the service provider.

summary (CRM-BTX)
Business Transactions (CRM-BTX)
Field in Customizing for CRM Activity Management, in which specific information attached to an activity is mapped to groupware, so that the CRM calendar and groupware calendar can be synchronized. The Summary field summarizes the following: Main business partner for activity Category of activity Description of activity

The activity category and description attached to the specified business partner are automatically displayed alongside the business partner in the Subject line of an MS Outlook or Lotus Notes appointment. The subject line for an appointment or task in groupware could look as follows: Subject: E-Mail; John Smith; Prepare Demo for Customer

decider (CRM-BTX)
Business Transactions (CRM-BTX)
Pre-defined partner function in the buying center within the Sales Methodology. The decider recommends to the endorser which alternative solutions should be purchased, is responsible for the project's success and for keeping the budget.

service part item (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
A service process item that contains a service part, which is required for the performance of a service.

service plan (CRM-BTX)

Business Transactions (CRM-BTX)
A description of ervices and follow-up activities to be performed regularly. A service plan can be used to help to schedule and describe the scope of recurring planned services (such as maintenance or the creation of quotations). The service plan uses scheduling to generate maintenance call objects in the system, such as a service order, based on time intervals or counter readings. The service plan can either be a standalone business transaction or a functional enhancement of a service contract.

service order (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
A short-term agreement between a service provider and a service recipient, in which the service recipient orders one-off services which are billed when completed using resource-related billing. You can use a service order to enter the following:

Services Spare parts Products Prices Billing data

user (CRM-BTX)

Business Transactions (CRM-BTX)

Pre-defined partner function in the buying center within the Sales Methodology, which is delivered in the standard configuration. The person who benefits from the decision to buy. Judges the offered solution, based on his own sales processes. Customer-specific functions can also be defined to suit the needs of specific businesses.

business transaction component (CRM-BTX)

Business Transactions (CRM-BTX)
A part of a business transaction that describes the business transaction in more detail. Thanks to business aspects, components are encapsulated units of structure and function. They can be combined flexibly, and are therefore "bulding blocks" for constructing business transactions.

Examples
Sales data Shipping data Organizational data

service product (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
A master record that describes a service that can be performed either at the customer's or internally. The service product can be used in the service process to enter a requested service.

sales item (CRM-BTX)

Business Transactions (CRM-BTX)
Item object type in the business transaction. Depending on its status, a sales item can either be:

A sales order item A quotation item or An inquiry item

One-Step Business (CRM-BTX)

Business Transactions (CRM-BTX)
Cross-system scenario between CRM and SAP Business-to-Business Procurement: Purchasing and Sales can be executed by the buyer and salesperson in one step, using the relevant systems. The buyer fills a shopping basket in the SAP Business-to-Business Procurement System with the requested products. This shopping basket is copied the CRM System, where a blocked sales order is generated. Once the shopping basket has been approved by the supervisor, the purchase order is transferred back to the CRM System, where the sales order is released.

valuation type (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
The basis for pricing for a service. The valuation type is used to differentiate a general product master retained for a service with regard to its price. This can occur using absolute or percentage markups or discounts.

Example
A base price of 100 EUR is defined for a service. If the service is performed by a specialist, a markup of 50% for a service can be defined.

sales assistant (CRM-BTX)

Business Transactions (CRM-BTX)
A tool in the Sales Methodology in Opportunity Management, which guides sales employees through a structured sales process, and supports them in planning their sales activities. It provides sales employees with a checklist of recommended activities and tasks that they should execute in each phase, and can be adapted to suit the specific sales processes of an enterprise.

service product confirmation item (CRM-BTX)

Business Transactions (CRM-BTX)
A service confirmation item used to confirm service products, that is, services that are performed within the context of a service process. A service product confirmation item always refers to a service product item for a service process. It contains information relevant to billing, such as information for cost determination and payroll.

service process (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
A business object that is used to represent service processing in the system. A service process can be, for example, a service order, a service request, or a service notification. You control the type of document concerned using the transaction type, which you have set up previously in Customizing.

cancellation rule (CRM-BTX)

Business Transactions (CRM-BTX)
A calculation formula made up of three appointment rules. The system uses this formula at the point of notice to determine the notice date. The first appointment rule defines how the notice date is determined. The other two appointment rules determine the validity of the cancellation rule.

screen profile (CRM-BTX)

Business Transactions (CRM-BTX)

A control parameter of the screen sequence control, which determines the entire screen structure of workflow management. The screen profile is a combination of the screen profile category and the transaction type and determines the link between the transaction type and the screen control.

service part confirmation item (CRM-BTX-SVO)

Service Processes (CRM-BTX-SVO)
A confirmation item that is used to confirm service parts that were consumed during a service process. A service part confirmation item always refers to a service part item in a service process.

response profile (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
A Service Level Agreement (SLA) parameter provided by SAP. In the response profile, you define the periods within which processing of the service in the service process item should have started, and by when the processing should have been completed. The corresponding dates (first response date and completion date) are calculated based on these periods and with reference to the service profile in the service process, which was created with reference to the contract.

release list (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
A component of a service contract item. The following information is entered in the release list: Service orders created with reference to the contract Service order items and the related service products that can be claimed Quantity and value of a released service product

The release list cannot be maintained manually. The data is entered automatically by the system when the service contract item is assigned during the creation of a service order.

service profile (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
A Service Level Agreement (SLA) parameter provided as standard by SAP. In the service profile, you define the time frames when the services specified in the service contract (such as hotline or maintenance) can be executed. The service windows defined in the service profile are used as a basis for calculating the start and end dates defined at service process level and the response times.

contractee (CRM-BTX)
Business Transactions (CRM-BTX)
The contract party that benefits from the contract. In the sales scenario, the contractee is the party that receives goods or services, whereas in the procurement scenario, the contractee is the party that supplies goods or renders services and receives money. Example In Telecommunications, the contractee could also be called subscriber.

Service Level Agreement (CRM-BTX-CTR)

Contracts (CRM-BTX-CTR)
An agreement with the customer for the assurance of a specific service within a predefined period of time. Service Level Agreements (SLA) define the attributes for service products (for example, maintenance, Hotline) that have been agreed upon with the customer in service contracts. The SLA confirms different parameters, such as response time, availability time and system availability.

The SLA effects the pricing for each contract item and the date calculation in the service order, to which the relevant contract items refer.

service package (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
A grouping of different services for a quotation. A service package can be agreed between a service provider and a customer within a service contract or as part of a complex service plan, which can also be additionally agreed in a service contract.

Example
A "Winter Car Check" service package containing the following services is agreed in a contract: Coolant check Brake fluid check Battery inspection Light inspection

action (CRM-BTX)
Business Transactions (CRM-BTX)
A planned activity (follow-up action) or task that is designed for reacting to a situation. The action is created in the transaction document or depending on a rule (action profile) for the transaction. Actions can be determined both at the header level of the transaction for the whole transaction and also for individual items. Actions can be scheduled (type of action and start requirement) started (manually or automatically) monitored

An action can be implemented by a person, group of people or a system in the background. Example 1: When you create a complaint, a credit memo item is created and ensures that the warehouse stock is sorted. Example 2: A month before a contract expires, the responsible sales employee receives an activity with the category 'telephone' in his inbox to remind him to ring the customer and find out whether they wish to renew their contract.

outcome reason (CRM-BTX)

Business Transactions (CRM-BTX)
The reason behind the the status of a business transaction, such as an activity or opportunity. Examples An opportunity is given the outcome/status "won". The outcome reason could be "Cheaper than competitor". An activity is finished and the user assigns status "Completed" to the activity. If the customer wishes to subscribe to a newsletter proposed in the activity, the user chooses "Successful customer interested" as the outcome reason.

item object type (CRM-BTX)

Business Transactions (CRM-BTX)
Defines the business context in which an item category is used. Examples for item object types are opportunity item, service item, sales order item. In Customizing for the item category, you assign an item object type to each item category, and this controls the item usage.

value/quantity contract (CRM-BTX-CTR-SCO)

Service Contract (CRM-BTX-CTR-SCO)
A service contract in which the services and spare parts for an agreed service package are restricted to a specific quantity, or a specific value. This contract is also known as 'service contract (quantity/value)'. Service contracts (quantity/value) include service quantity contracts and service value contracts. Customers can release service products from the product list of a service package as required, whereby they can select any quantity or value. The service employee uses the release list to track which service products are released, and in what quantities.

Example: A customer has 20 photocopiers in use and has agreed a standard service with the manufacturer to include 10 inspections per year. The customer can release one inspection of a device as required, or release some, or all inspections at once, if for example, 10 of the copiers in use have to be checked at the same time.

investigation (CRM-BTX-COM)
Complaints / Returns / In-House Repair (CRM-BTX-COM)
The manual processing of items in business transactions "complaint" or "return" that could neither be released nor declined by the system during the automatic execution of business rules. In this case, the system puts the items in the investigation workflow, which is processed manually by employees. During the workflow, the items may be processed in the following processing levels: Research Analysis Approval

At the end of the investigation, the item is either released or declined.

logistics scenario for the procurement of materials and serv

Service Processes (CRM-BTX-SVO)
A process to enable the procurement of a product or service, on schedule, for the processing of a service order or in-house repair order. The following logistics scenarios are possible: Reservation (for materials) Purchase requisition (for materials) Purchase order (for materials and services)

Text Replacement Tool (CRM-CA)

CRM Cross-Application Components (CRM-CA)

Allows users to replace SAP short texts with their own texts, according to their line of industry. For example, the use of "article" may be preferable in the pharmaceuticals industry, instead of the standard SAP terms "product" or "material".

Survey Builder (CRM-CA)

CRM Cross-Application Components (CRM-CA)
An editor for creating, displaying and maintaining surveys. The Survey Builder enables you to structure surveys with sections, subsections, questions and answers. It also offers you the option of displaying surveys in HTML and XML.

questionnaire (CRM-CA)
CRM Cross-Application Components (CRM-CA)
A structured set of questions created using the survey tool and used to help process the business transactions activity, lead and opportunity, for example to help determine the correct qualification level for a lead.

dynamic modification of surveys (CRM-CA)

CRM Cross-Application Components (CRM-CA)
An interface which enables users to modify surveys dynamically. For example, applications can personalize their surveys to suit specific target groups.

survey (CRM-CA)
CRM Cross-Application Components (CRM-CA)
A survey is created in the Survey Suite, and can be a questionnaire, an evaluation form, or a poll.

folder template (CRM-CA)

CRM Cross-Application Components (CRM-CA)
A directory structure that can be used when creating information on products, business partners, and other such objects within CRM.

Survey Tool (CRM-CA)

CRM Cross-Application Components (CRM-CA)
Tool used to manage surveys, such as questionnaires, opinion polls or evaluation forms, for example as part of a marketing campaign or a customer satisfaction survey. The Survey Tool consists of the following components: A maintenance component to create, maintain, create versions of and translate surveys A server component to handle requests, condense and forward results to an analysis component Interfaces for application-specific needs An analysis component to evaluate survey results

Survey Suite (CRM-CA)

CRM Cross-Application Components (CRM-CA)
Tool to manage different types of surveys (for example, questionnaires, opinion polls or evaluation sheets). The Survey Suite consists of a tree structure on the left side of the screen, and the surveys can be displayed on the right side of the screen.

Groupware integration (CRM)

Customer Relationship Management (CRM)
Enables users of SAP CRM Activity Management to synchronize their CRM calendar with Microsoft Outlook or Lotus Notes.

Business activities and tasks created in the SAP CRM system can then be displayed quickly and easily in groupware calendars, without users having to refer back to the CRM system.

summary (CRM-BTX)
Business Transactions (CRM-BTX)
Field in Customizing for CRM Activity Management, in which specific information attached to an activity is mapped to groupware, so that the CRM calendar and groupware calendar can be synchronized. The Summary field summarizes the following: Main business partner for activity Category of activity Description of activity

The activity category and description attached to the specified business partner are automatically displayed alongside the business partner in the Subject line of an MS Outlook or Lotus Notes appointment. The subject line for an appointment or task in groupware could look as follows: Subject: E-Mail; John Smith; Prepare Demo for Customer

search expression (CRM-IPS)

Public Sector (CRM-IPS)
An expression type in the Business Rule Framework (BRF) for CRM that supports the definition of search expressions for CRM cases, CRM transactions and transaction items.

back office (CRM-CA)

CRM Cross-Application Components (CRM-CA)
A concept that refers to business processes which take place behind the scenes. The back office serves as an interface between the front office, such as a call center, and the Enterprise Resource Planning system used to fulfill a sales order, for example. Example

A customer places an order over the Internet. All the details need to fulfill the order, such as available quantities and delivery times, are provided by the back office.

event history (CRM-MD-PRO-OBJ)

Objects (CRM-MD-PRO-OBJ)
History functionality that lists all the events that were triggered with regard to an object together with the related information. An event can be "Object added to sales order", "Object added to activity" etc. Extracts of documents and links to documents (both within or outside CRM) can be included in the event history record. This way, the event history can, for example, give the agent in an Interaction Center an overview of all the business transactions related to a specific object.

Web request (CRM-ISE-WBF)

Web Forms (CRM-ISE-WBF)
A service requested via the Web using a form. A Web request is adapted to the service requested and different views (for example, applicant and processor) are also possible. Applicants who have Web access and - in the case of requests for services which require registration - a user in CRM, can open any requests required in the Web at any time, enter request-specific data and submit them via the Web. When the request is received, a service order is generated in CRM which can be used to process the request. From a technical viewpoint, Web requests are therefore also defined as an interlinkage between a request category and a service order.

knowledge worker (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
A product modeler, in the sense that the person builds or maintains configurable products in a modeling environment.

The concept of knowledge workers comprises people from sales, marketing, product management, IT and engineering.

discrimination net (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
Compiled dependencies of a knowledge base. Dependencies are arranged according to characteristic values. In case of a value setting the dependencies linked to the respective characteristic value (or value combination) are analyzed.

variant function (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
Customer-specific code that is used for value check and inference of values. It can be called from object dependencies by using the keywords FUNCTION and PFUNCTION.

local characteristic (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
A global characteristic assigned to a class. Compared to the global (knowledge base) level, its domain can be restricted and default values can be set or changed.

dependency (CRM-BF-CFG)
Product Configuration (CRM-BF-CFG)
The description of relationships between objects and their characteristics.

You can use dependencies for example to set characteristic values or to check the consistency of assigned values.

domain (CRM-BF-CFG)
Product Configuration (CRM-BF-CFG)
The values that have been assigned to a characteristic in product modeling (value range). These are the values which can be selected for the characteristic during configuration.

material (CRM-BF-CFG)
Product Configuration (CRM-BF-CFG)
A special type of product. Good that is the subject of business activity. The material can be traded, used in manufacture, consumed, or produced.

inventory location (CRM-BF)

Basic Functions (CRM-BF)
Denotes the original tax location of goods shipped to the business partner. This information is required by certain countries for tax calculation purposes.

action template (CRM-BF)

Basic Functions (CRM-BF)
In Customizing for Actions, a template for each action is first created that, depending on the application, can be later enhanced.

instance (CRM-BF-CFG)
Product Configuration (CRM-BF-CFG)
A concrete object that is created from a class or product during the configuration process. This process is called instantiation.

delete run (CRM-BF-AR)

Archiving (CRM-BF-AR)
A delete program run, during which preselected data with status 'Archived' or 'Deletable' is deleted from the database.

text object (CRM-BF)

Basic Functions (CRM-BF)
A fixed term by which the connection between a business object (such as a transaction) and related texts is defined.

copy text (CRM-BF)

Basic Functions (CRM-BF)
The definition of the type of text transfer, for example, copying, saving references or reading dynamically from the template.

component (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)

The nodes in a hierarchical structure of products, which can be selected or removed using product configuration.

text determination procedure (CRM-BF)

Basic Functions (CRM-BF)
A group of text types that you want to display or maintain in a business context.

multiple inheritance (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
A transfer of assigned characteristics from more than one direct superclass to a subordinate class.

text determination (CRM-BF)

Basic Functions (CRM-BF)
A process using a communication structure to define which texts should be called-up at what point.

object type (CRM-BF)

Basic Functions (CRM-BF)
Customer-defined grouping of objects for which customer-specific attributes are supported as part of attribute enhancement.

single inheritance (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
A transfer of assigned characteristics from one direct superclass to a subordinate class.

date profile (CRM-BF)

Basic Functions (CRM-BF)
A combination of several date types and duration types that are used in an application.

text type (CRM-BF)

Basic Functions (CRM-BF)
A classification of different texts that can be defined.

EXAMPLE
Internal note Header note Description

start condition (CRM-BF)

Basic Functions (CRM-BF)
Condition that has to be fulfilled before a follow-up action is automatically started.

dependency editor (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
An editor in product modeling for the maintenance of dependencies.

counter reading (CRM-BF)

Basic Functions (CRM-BF)
The value reached by a counter at a particular point in time.

postauthorization (CRM-BF)
Basic Functions (CRM-BF)
A new authorization attempt if the standard authorization failed when saving the document.

global characteristic (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
A characteristic on knowledge base level.

discrimination node (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
Node of a discrimination net.

resubmission interval in days (CRM-BF-AR)

Archiving (CRM-BF-AR)
The minimum number of days that have to pass until a CRM business object, which did not meet the criteria during the last archivability check run, should be checked again.

commodity pricing (CRM-BF-CPE)

Engine for Commodity Pricing in CRM (CRM-BF-CPE)
A calculation that uses stock market quotations, such as those from Platts, Reuters, and others to determine the price of a material.

term type (CRM-BF-CPE)

Engine for Commodity Pricing in CRM (CRM-BF-CPE)
The calculation type of a term used by the commodity pricing engine. Examples are rate-based, valuebased, or fixed term.

period determination rule (CRM-BF-CPE)

Engine for Commodity Pricing in CRM (CRM-BF-CPE)
A rule that uses various parameters to determine from which period of time the system is to read quotations.

replication phase (CRM-BF-AR)

Archiving (CRM-BF-AR)

The second phase of a three-phase model in CRM Data Archiving, during which data is written to the archive and receives the status "Archived".

source routine (CRM-BF-CPE)

Engine for Commodity Pricing in CRM (CRM-BF-CPE)
The routine used by the commodity pricing engine (CPE) to read the price quotations or currency exchange rates for commodities.

source of excise tax (CRM-BF-CPE)

Engine for Commodity Pricing in CRM (CRM-BF-CPE)
An indicator in SAP CRM that corresponds to the excise duty pricing key in SAP Oil & Gas. It shows whether the customer is billed using internal or external taxes.

check phase (CRM-BF-AR)

Archiving (CRM-BF-AR)
First phase of a three-phase model in CRM Data Archiving, in which the CRM data to be archived is checked for archivability. Archivable data receives status "Archivable".

actor (CRM-BF)
Basic Functions (CRM-BF)
Representative of a user group that shares an attribute or business object.

An actor for a user group can, for example, be the company IDES, in which the users work, or the business partner's letter range D to F, for which the users are responsible.

characteristic exclusion conflict (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
Technical name: CONFLICT_NIL_VALUE A configuration conflict type. A characteristic value that is selectable under certain preconditions only, is selected, and then another selection is made that causes the precondition to be no longer fulfilled.

actor type (CRM-BF)

Basic Functions (CRM-BF)
An object that groups actors. This object shows a superordinate relationship between user and business object, which the actor then describes in more detail.

Example
The following actors have actor type "sales area": West East South North

partner number (CRM-BF)

Basic Functions (CRM-BF)

An alphanumeric key that identifies a business partner. The system automatically generates this key when you create a business partner, or you enter it manually. You can then use it throughout the system.

founding class (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
A class that gets a certain characteristic allocated by direct assignment (and not by inheritance). With respect to this characteristic, the founding class is the point of origin.

Access Control Engine (CRM-BF)

Basic Functions (CRM-BF)
Controls access to and use of Business Objects. Access Control is based on rules that can be modified individually to match internal organizational structures.

counter attribute (CRM-BF)

Basic Functions (CRM-BF)
A set of parameters that determine the unit and number of decimal places for counter readings entered for a particular counter.

counter category (CRM-BF)

Basic Functions (CRM-BF)
A set of parameters that determines various aspects of the entry of counter readings for a particular counter.

reading (CRM-BF)
Basic Functions (CRM-BF)
The process of taking a reading from a counter, or the data record that stores the counter reading.

CPE caller (CRM-BF-CPE)

Engine for Commodity Pricing in CRM (CRM-BF-CPE)
The application that calls the commodity pricing engine (CPE), such as SAP CRM or Sales and Distribution (SD) in the ERP system.

original display (CRM-BF-AR)

Archiving (CRM-BF-AR)
The display of data that is in the database, as opposed to data that has already been archived. In some cases both displays are identical, that is, there are no differences between the display of database or archived data. Often times archived data is displayed in its original form or it can be called up in the form of a technical display.

action profile determination (CRM-BF)

Basic Functions (CRM-BF)
Allows you to determine a specific action profile using specific conditions. Action profile determination is based on the condition technique, and can be used during sales order processing or billing. The action profiles are determined using variable, that is, configurable fields, such as:

In sales orders: o Sold-to party o Transaction type o Sales area In billing: o Billing unit o Payer

one-to-one e-mail (CRM-BF)

Basic Functions (CRM-BF)
A form of business communication whereby a business partner is contacted directly using a specific email address and can also receive a response using the same channel. This differs from anonymous commercial e-mail, which is sent using a company's generic e-mail address, such as customerservice@company.us.

instantiation (CRM-BF-CFG)
Product Configuration (CRM-BF-CFG)
The creation of a concrete object from a class or product in the configuration process.

Example
In a library configuration you have a product "bookcase". The user of interactive configuration will create n instances of the product with n being the number of different bookcases he requires.

surcharge rule (CRM-BF-CPE)

Engine for Commodity Pricing in CRM (CRM-BF-CPE)
A rule used by the commodity pricing engine (CPE) to add a surcharge to the rate calculated from a quotation. This rule subtracts a specified percentage from or adds a specified percentage to a given rate.

archivability check (CRM-BF-AR)

Archiving (CRM-BF-AR)
A check carried out during the CRM Data Archiving check phase. A business object is archivable if it meets the following criteria: it has header status "Complete" it has reached the corresponding residency time for each transaction type

In addition, there could be other, application-specific criteria that a business object must meet and that are checked to determine its archivability. There are two different ways an archivability check can occur: through an archiving-object-specific check program, which is scheduled in archive management, through a cross-archiving-object check program, which runs in the background.

If a business object meets the archivability criteria, it is set to status "Archivable" and can be written to the archive.

measuring point (CRM-BF)

Basic Functions (CRM-BF)
A system object representing a physical device that measures a parameter for an object, such as a machine or a piece of equipment. Values measured by the measuring point can increase or decrease at any point in time, whereas values shown on a counter run either forwards or backwards.

multipart e-mail (CRM-BF)

Basic Functions (CRM-BF)
An e-mail that contains different data types. A multipart e-mail can contain different text formats (for example, plain text and HTML text) and pictures. The best possible text version is displayed according to the recipient's e-mail program (for example,

HTML text instead of plain text). If the recipient's e-mail program can only read e-mail in plain text format, the content is displayed in plain text and the HTML version included as an attachment.

product configuration (CRM-BF-CFG)

Product Configuration (CRM-BF-CFG)
A process - typically interactive in sales - of product specification according to a knowledge base (product model). Product configuration is applied to products offered with different options and in different variants, for example, cars (configurable products). The configuration process initially starts from a root product instance and results in a hierarchical structure of product instances and their selected options, that is, their characteristic values (configuration result).

signature (CRM-BF)
Basic Functions (CRM-BF)
A text that is automatically added at the end of the send screen of the one-to-one e-mail function when a new e-mail is created. Signatures may be created in HTML format and plain text format. In most cases, a signature contains the name, company, person's position in the company, and the contact information of the person who created the e-mail.

address verification system (CRM-BF)

Basic Functions (CRM-BF)
An electronic check, used mainly in the United States, that enables a merchant to confirm whether a billing address, provided by a customer during a payment card transaction, matches the address the card-issuing bank has for that customer. This check helps verify that this customer is the cardholder. The AVS check is a series of electronic messages between the merchant and the bank, and examines the first five numerals in the street address, and the ZIP Code. The merchant can decide, based on the result, whether or not to accept a card.

schedule condition (CRM-BF)

Basic Functions (CRM-BF)
The system uses the planning conditions to define which actions it should plan for the document. These actions are then marked as possible actions in the document. Example: A new quotation should be generated 2 weeks before the contract end date, but not if the net value of the contract is less than 1 million DM (planning condition: if net value is 1 million or higher). The system checks the net value of the contract, and, if it is 1 million DM or higher, it marks the "Generate quotation" action for the document. If the start condition is fulfilled, a quotation is generated.

number type (CRM-BF)

Basic Functions (CRM-BF)
The category to which a partner number belongs. These categories include user, business partner, organizational unit, and hierarchy tree. Used together, the partner number and number type identify a partner in the system. Example 1: A partner can have a partner number that belongs to two number types. Tom Johnson is identified in the master data as a system user and as a business partner. The system recognizes his partner number, JOHN102, as both a User number and as a Business partner number. In a transaction, you can enter JOHN102 as either a user number or a business partner number. Either way, the system finds the business partner Tom Johnson.

Example 2: A partner can have two partner numbers, which each belong to a different number type. Sarah Wilson is identified in the master data as a system user and as a business partner. As a user, she has the partner number 123456, and as a business partner, the partner number WIL104. If you enter the partner number 123456, you must enter the number type User, and if you enter the partner number WIL104, you must enter the number type Business partner. Otherwise the system cannot identify her correctly. There could be a completely different partner in the system with WIL104 as a User number.