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CRM Interaction Center

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Copyright 2002 SAP AG. All rights reserved.


No part of this publication may be reproduced or transmitted in any form or for any purpose without
the express permission of SAP AG. The information contained herein may be changed without prior
notice.
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Caution
Example
Note
Recommendation
Syntax

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Words or characters that appear on the screen. These include field


names, screen titles, pushbuttons as well as menu names, paths and
options.
Cross-references to other documentation.

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Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT

Names of elements in the system. These include report names,


program names, transaction codes, table names, and individual key
words of a programming language, when surrounded by body text, for
example, SELECT and INCLUDE.

Example text

Screen output. This includes file and directory names and their paths,
messages, source code, names of variables and parameters as well as
names of installation, upgrade and database tools.

EXAMPLE TEXT

Keys on the keyboard, for example, function keys (such as F2) or the
ENTER key.

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Exact user entry. These are words or characters that you enter in the
system exactly as they appear in the documentation.

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Variable user entry. Pointed brackets indicate that you replace these
words and characters with appropriate entries.

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CRM Interaction Center: Business Scenario Configuration Guide........................................................ 10


General Settings................................................................................................................................. 13
SAP Notes ...................................................................................................................................... 13
Connectivity........................................................................................................................................ 14
Communication Setup Overview .................................................................................................... 14
Connecting the Source System (such as SAP CRM) to SAP BW ................................................. 14
IPC Connectivity ............................................................................................................................. 15
Creating an IPC User.................................................................................................................. 15
Configuring the IPC Dispatcher and IPC Server......................................................................... 15
Setting Up RFC Connections to the IPC Dispatcher and Servers.............................................. 17
Setting Up Interactive Configuration ........................................................................................... 20
Setting Up Pricing Analyses in the CRM System ....................................................................... 21
Setting Up the CAT Server ......................................................................................................... 22
APO Connectivity............................................................................................................................ 24
Set up System Landscape for CRM Online and SAP APO ........................................................ 24
Set up Logical Systems and RFC Connections.......................................................................... 27
Set up SAP APO Core Interface (APO-CIF)............................................................................... 32
Set up Test Data for Availability Check ...................................................................................... 35
Set up SAP APO-CIF Integration Model..................................................................................... 38
Set up Location (Plant) ............................................................................................................... 39
Generation.......................................................................................................................................... 41
Generation of Objects and Services............................................................................................... 41
Replication.......................................................................................................................................... 42
Replication of Customizing Objects................................................................................................ 42
Checking ISO Codes .................................................................................................................. 43
Define Product Hierarchy Structure ............................................................................................ 43
Defining Product Hierarchy Structure in the CRM System ..................................................... 44
Checking Product Hierarchy Structure in R/3 Backend System ............................................. 44
Define Product ID Settings.......................................................................................................... 44
Initial Load of Customizing Objects ............................................................................................ 45
Monitoring Replication Status for Customizing Objects.............................................................. 49
Data Exchange for Organizational Data......................................................................................... 49
Copying the Sales Structure from R/3 to CRM Online ............................................................... 50
Creating the Organizational Model Manually in CRM................................................................. 52
Distributing the Organizational Plan from R/3 HR with ALE ....................................................... 53
Transferring the Organizational Model from CRM Online to CRM Mobile ................................. 54
Taxes via the Transaction Tax Engine (TTE)................................................................................. 54
Connectivity................................................................................................................................. 56
TTE Settings for the IPC Administrator ................................................................................... 56

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Business Partner Replication: Overview..................................................................................... 59
Defining Business Partner and Product Tax Types ................................................................ 59
Defining Business Partner Tax Groups................................................................................... 60
Defining Business Partner Tax Classification Assignment Settings ....................................... 61
Validating Business Partner Assignment Settings .................................................................. 62
Initiating a Customizing Download.............................................................................................. 63
Product Replication: Overview.................................................................................................... 64
Defining Product Tax Groups .................................................................................................. 64
Defining Product Tax Assignment Settings............................................................................. 65
Validating Product Tax Assignment Settings .......................................................................... 66
Country-Specific Information....................................................................................................... 67
USA: Country-Specific Settings .............................................................................................. 67
Jurisdiction Code Determination Communication ............................................................... 67
Defining Physical Destination .............................................................................................. 68
Determining the Function Call ............................................................................................. 69
Defining External Tax Calculation ....................................................................................... 70
Assigning External Systems to Countries............................................................................ 70
Master Data Replication from R/3 Backend System to CRM Server ............................................. 71
Replication of Business Partners ................................................................................................ 71
Defining Sources for Business Partner Creation..................................................................... 72
Business Partner Concepts in R/3 and CRM .......................................................................... 72
Defining Number Assignment Strategy for Business Partners ............................................... 73
Mapping Business Partner Master Data from R/3 to CRM ..................................................... 76
Identifying Relevant R/3 Account Groups............................................................................ 76
Defining Number Ranges for CRM Business Partners (Part 1) .......................................... 77
Defining CRM Business Partners Groupings (Part 1) ......................................................... 77
Creating R/3 Reference Customer ...................................................................................... 78
Assigning Consumer to Reference Customer ..................................................................... 79
Creating Account Group for CRM Consumers .................................................................... 80
Mapping R/3 Account Groups to CRM Classifications ........................................................ 80
Mapping Business Partner Master Data from CRM to R/3 ..................................................... 81
Defining Number Ranges for CRM Business Partners (Part 2) .......................................... 82
Defining CRM Business Partners Groupings (Part 2) ......................................................... 83
Creating R/3 Business Partner Number Ranges................................................................. 84
Creating R/3 Account Groups.............................................................................................. 84
Mapping CRM Classifications to R/3 Account Groups ........................................................ 86
Synchronizing Field Settings for Business Partner for Consumer .......................................... 87
Replicating R/3 Reference Customer...................................................................................... 88
Maintaining Reference Business Partner for Consumer......................................................... 89
Selecting Customer for Replication (Optional) ........................................................................ 89
Initial Load of Customer Master Data...................................................................................... 90
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Monitoring Replication Status for Customers.......................................................................... 90
Checking Business Partners ................................................................................................... 91
Replication of Contact Persons .................................................................................................. 91
Initial Load of Contact Persons ............................................................................................... 92
Monitoring Replication Status for Contact Persons ................................................................ 92
Checking Completeness of Replication .................................................................................. 93
Replication of Customer Hierarchy ............................................................................................. 93
Initial Load of Customer Hierarchy.......................................................................................... 93
Monitoring Replication Status for Customer Hierarchy ........................................................... 94
Matching Customer Hierarchy to Business Partner Group ..................................................... 94
Activating Delta Load .............................................................................................................. 94
Replication of Materials............................................................................................................... 95
Checking Material.................................................................................................................... 95
Defining Number Ranges for Materials ................................................................................... 96
Checking Item Category Groups ............................................................................................. 96
Copying Item Category Groups............................................................................................... 96
Selecting Materials for Initial Load .......................................................................................... 97
Initial Load of Materials ........................................................................................................... 97
Monitoring Replication Status of Materials.............................................................................. 98
Replication of Conditions ............................................................................................................ 98
Copying Customizing Data (CRM Online)............................................................................... 99
Postprocessing Customizing Data (CRM Online) ................................................................. 102
Copying Customizing Data into the CDB (Consolidated Data Base).................................... 104
Copying Master Data (CRM Online) ..................................................................................... 106
Correction Possibilities for Copying Master Data.................................................................. 107
Copying Master Data into the CDB ....................................................................................... 108
Routines for Pricing (CRM Online) ........................................................................................ 109
Replication of Master and Transaction Data from CRM to BW.................................................... 111
Settings in SAP CRM................................................................................................................ 111
Replicating the Application Component Hierarchy................................................................ 111
Transferring DataSources to the Active Version ................................................................... 111
Activating BW Adapter Metadata .......................................................................................... 111
Settings in SAP BW .................................................................................................................. 112
Checking General BW Settings............................................................................................. 112
Assigning the Source System ID........................................................................................... 112
Replicating DataSources....................................................................................................... 112
Copying Business Content to the Active Version.................................................................. 112
Assigning DataSources and InfoSources.............................................................................. 113
Creating and Scheduling InfoPackages ................................................................................ 113
Replication of Master and Transaction Data from R/3 to BW ...................................................... 113
Settings in SAP R/3 .................................................................................................................. 114
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Replicating the Application Component Hierarchy................................................................ 114
Transferring DataSources to the Active Version ................................................................... 114
Creating DataSources for CO-PA ......................................................................................... 114
Making Settings for the Transfer of Logistics Data ............................................................... 115
Settings in SAP BW .................................................................................................................. 115
Checking General BW Settings............................................................................................. 115
Assigning the Source System ID........................................................................................... 115
Replicating DataSources....................................................................................................... 115
Copying Business Content to the Active Version.................................................................. 116
Assigning DataSources and InfoSources.............................................................................. 116
Creating and Scheduling InfoPackages ................................................................................ 116
Replication of Transaction Data ................................................................................................... 117
Data Exchange for Sales Transactions: CRM Online R/3 ..................................................... 117
Communication Configuration.......................................................................................................... 120
Configuring Computer Telephony Integration .............................................................................. 120
Telephone Integration with SAPphone ..................................................................................... 120
Authorizations for SAPphone Activities .................................................................................... 121
Assigning Roles for the CIC .................................................................................................. 122
Work Center Identification......................................................................................................... 122
Setting Work Center Identification for the CIC ...................................................................... 123
Sites and Telephony Servers.................................................................................................... 123
Processing Site and Telephony Server................................................................................. 124
Defining Address Data Areas.................................................................................................... 125
Maintaining Work Center Settings and User Settings .............................................................. 125
Defining User and Work Center Settings for the CIC............................................................ 126
Testing Call Center Functions................................................................................................... 127
Maintaining Queues .................................................................................................................. 127
Defining Queues.................................................................................................................... 127
CIC Profile and Queues ........................................................................................................ 128
Assigning Telephone Queues to CTI Profiles ....................................................................... 129
Maintaining CTI Administration Profiles ................................................................................ 129
Tips & Tricks.......................................................................................................................... 130
Business Customizing...................................................................................................................... 131
Setting Up Organizational Data Determination ............................................................................ 131
Determining Organizational Data.............................................................................................. 131
Master Data .................................................................................................................................. 133
Product...................................................................................................................................... 133
Creating and Changing Products .......................................................................................... 133
Business Partners..................................................................................................................... 134
Creating Business Partners................................................................................................... 134
Fact sheet ................................................................................................................................. 135
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Partner/Product Range ............................................................................................................. 136
Checking Partner/Product Ranges in Sales Transactions .................................................... 136
Creating Partner/Product Ranges ......................................................................................... 137
Processes ..................................................................................................................................... 139
Interaction Center ..................................................................................................................... 139
Basic CIC Settings ................................................................................................................ 141
IC Framework .................................................................................................................... 141
Creating a Framework Title............................................................................................ 144
Defining a Framework .................................................................................................... 144
Maintaining Workspaces ................................................................................................... 145
Action Box.......................................................................................................................... 145
Configuring Your Action Box .......................................................................................... 146
Interactive Scripting ........................................................................................................... 147
Maintaining Script Texts................................................................................................. 148
Maintaining Script Variables .......................................................................................... 148
Maintaining Interactive Script Structures ....................................................................... 149
Defining a Profile (Interactive Scripting)......................................................................... 151
Business Partner Search ................................................................................................... 151
Searching for Business Partners ................................................................................... 153
Alert Modeler ..................................................................................................................... 154
Copying the Default Meta Model.................................................................................... 156
Selecting Information to Use in the Alert Modeler ......................................................... 156
Defining a Retrieval Profile ............................................................................................ 156
Defining a Profile (Alert Modeler)................................................................................... 157
Developing Your Own Functions for the Alert Modeler.................................................. 157
IC Profile ............................................................................................................................ 157
Defining a CIC Profile..................................................................................................... 158
Assigning CIC Profile to Agents..................................................................................... 158
Business Routing .................................................................................................................. 159
Business Routing Architecture .......................................................................................... 159
Creating RFC Destinations ................................................................................................ 161
Creating Routing Servers .................................................................................................. 162
Routing Test ...................................................................................................................... 162
Querying the Operating Status of a Routing Gateway ...................................................... 163
Displaying and Setting the Internal Trace ......................................................................... 163
Setting the Trace of a Routing Gateway............................................................................ 164
Maintaining Agents ............................................................................................................ 165
Defining HR Qualifications................................................................................................. 165
Creating CRM Attributes for HR Qualifications ................................................................. 166
Maintaining Attributes ........................................................................................................ 166
Maintaining Attribute Sets.................................................................................................. 167
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Maintaining Profiles ........................................................................................................... 168
Maintaining Routing Groups .............................................................................................. 169
Step 1: Select Profiles and Exclude Routing Groups .................................................... 170
Step 2: Assign Business Partners and Agents to a Routing Group............................... 171
Step 3: Assign Agents and Business Partner to Profiles ............................................... 172
Creating Routing Scenarios............................................................................................... 172
Telesales-Specific CIC Settings ............................................................................................ 174
Processing Business Transactions in the Interaction Center ............................................ 174
Using the Interaction Record and Interaction History .................................................... 175
Product Proposals ............................................................................................................. 176
Working With Product Proposals ................................................................................... 176
Proposed Quantities in Product Proposals .................................................................... 177
Creating Target Groups ................................................................................................. 179
Creating a Product Association Rule ............................................................................. 180
Creating a Top n Product List ........................................................................................ 181
Displaying Product Information.......................................................................................... 182
Configuring Partner Processing ................................................................................................ 183
Partner Processing in the Interaction Center ........................................................................ 184
Set up Customizing for Availability Check ................................................................................ 185
Determining Pricing Procedures ............................................................................................... 193
Dates in Business Transactions ............................................................................................... 193
Date Profiles in the Interaction Center .................................................................................. 195
Controlling Actions .................................................................................................................... 195
Sales Order Confirmation by E-Mail ......................................................................................... 196
Customizing for Business Transactions.................................................................................... 197
Comparing Transaction and Document Types...................................................................... 198
Comparing Item Categories .................................................................................................. 199
Comparing Item Category Usage.......................................................................................... 199
Comparing Number Ranges.................................................................................................. 199
Comparing Item Number Assignment ................................................................................... 200
Configuring Sales Transactions ............................................................................................ 200
Billing Configuration .................................................................................................................. 200
Billing ..................................................................................................................................... 201
Triggering Billing.................................................................................................................... 203
Payment Card Processing ........................................................................................................ 205
Customizing Payment Card Processing................................................................................ 205
Credit Management .................................................................................................................. 207
Automatic Credit Check......................................................................................................... 209

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CRM Interaction Center

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The &50,QWHUDFWLRQ&HQWHU%XVLQHVV6FHQDULR&RQILJXUDWLRQ*XLGH contains all configuration steps


that are required for setting up the business scenario Inbound Telesales [SAP Library]. The relevant
system landscape was set up previously based on the CRM Master Guides.

This Business Scenario Configuration Guide serves as a guide for the key capability
Interaction Center. This is where for example, the configuration of the business scenario
Inbound Telesales is described.
This document does not contain the documentation in the Implementation Guide (IMG). If
reference is made to Customizing activities in the IMG, read the documentation for the
corresponding activities.
See also the CRM documentation in the SAP Help Portal.

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The &500DVWHU*XLGH gives you an overview of the system landscape and all of the components to
be installed. This document contains information about the installation sequence and about the
installation of the individual components.
You can find the CRM Master Guide in the 6$36HUYLFH0DUNHWSODFH, alias FUPLQVW.
You can get an overview of all business scenarios in the key capability CRM Interaction Center in the
Integrated Business Content. To do this, use the alias LEFFUP in the 6$36HUYLFH0DUNHWSODFH.

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The following graphic shows the business scenario Inbound Telesales:

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

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CRM Interaction Center: Business Scenario Configuration Guide

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The following texts, references and graphics have been compiled with the utmost care; nevertheless, it
is impossible to guarantee that they are fully without error. SAP cannot assume any responsibility for
the correctness or completeness of the following documentation; the user alone is responsible for
verifying the information contained therein..
SAP will only assume liability for damage arising from the use of this documentation irrespective of
the pertinent legal basis in the case of intentional or active negligence; under no circumstances will a
warranty be made.

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The purpose of the Business Scenario Configuration Guide is to describe the configuration steps that
are required for setting up a business scenario in a system landscape that has previously been
structured according to the corresponding Master Guide.
The Business Scenario Configuration Guide

is based on a business scenario and thus covers processes and process steps in a series of
mySAP.com application components and non-SAP products, that are used by one or more
business partners

describes configuration settings that must be made during the introduction of every component
for the business scenario

provides the sequence of configuration steps and their mutual dependencies

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

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This section contains descriptions of settings that are valid for the whole business scenario, or key
capability.

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Before starting with the configuration of this business scenario, take note of the following composite
SAP Notes:
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CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

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This section contains information on the interfaces in the CRM system landscape.

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You must perform basic connectivity steps to enable the communication between the CRM Server
and related application components.
In the CRM Server, you must define RFC destinations for typical components:

R/3 back-end

SAP APO

SAP BW

SAP Internet Pricing and Configurator

Index Management Service (including product catalog)

You must define each application system or SAP CRM component as a site. For each site, you must
create subscriptions to set up data exchange.
For details on how to set up the communication, see the SAP Implementation Guide under &XVWRPHU
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To set up the connection between a source system (such as SAP R/3 or SAP CRM) and SAP BW, use
the procedure described in the SAP Library for SAP BW under $GPLQLVWUDWRU:RUNEHQFK0RGHOLQJ
6RXUFH6\VWHP

Creating an SAP Source System.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

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In order to set up the connection from IPC to the CRM system you have to define a user with RFC
authorization.
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To create an RFC user for the IPC in the CRM system, choose:
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Then carry out the following steps:


1. In the 8VHU field, enter ,3&86(5.
2. Choose &UHDWH ) 
3. Enter the following data:
$GGUHVV7DE

Last Name

IPCUSER

Function

Default-User for connection to IPC

Password

LOGIN

/RJRQGDWD7DE

User type

System

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SAP_ALL and SAP_NEW

4. Save your entries

The IPCUSER is usually created during the installation process of the IPC. Check to make
sure a user has not already been created.

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In the standard installation, the IPC uses the dispatcher. The following description refers to the
dispatcher scenario. To define the dispatcher/sever setting, start the IPC Administrator Tool from the
start menu.
3URFHGXUH

You are on the administrator tool start page.


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CRM Interaction Center


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1. To go to the Server settings page, choose 1(;7.


2. At the top of the screen, mark the check box to enable the dispatcher.
Two new fields appear with settings for the dispatcher.
3. In the field 'LVSDWFKHU+RVW, enter the IP-address of the machine on which the dispatcher is
running. If the IPC server and dispatcher are running on the same machine or if there is only one
IPC server, you can also enter ORFDOKRVW.
By default, the dispatcher uses port number 4444. When the IPC server is started up the server
automatically finds a random port that is not in use.
4. In the command prompt line, type QHWVWDWD to check that port number 4444 is not being
used by another application.
5. In the field 'LVSDWFKHU3RUW, enter port number 4444 (or an alternative). In the field 6HUYHU3RUW,
delete the value.

Do not change any other settings unless you are very familiar with their meanings.
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The IPC uses the database of the CRM Online system.


1. To configure the database, choose 1H[W.
2. Choose $GG.

If a database connection is already configured for a CRM Online client and you want to
define another one, choose $GG&OLHQW.
3. Enter the V\VWHP,' and $OLDV(use the same string for both).
4. Enter the 0HVVDJHVHUYHU, *URXS, 8VHU, 3DVVZRUGand &OLHQW.

You will find this information (except for the password) in the 6$3/RJRQER[

The default password is,3&

5. Choose 2..
6. To establish the connection, choose /RJLQ.
Once you have logged on, all the settings in the subsequent steps apply to the system entered
here.
7. To configure the Pricing Engine parameters, choose 1H[W. To accept the default settings, choose
'HIDXOW.
8. To configure the document parameters, choose 1H[W. To accept the default settings, choose
'HIDXOW.
9. To configure the document header attributes choose 1H[W. Enter any default values for customer
master attributes that you require.
It is not necessary to enter a value for all the attributes.
10. Choose 6DYH, then choose &ORVH.
The changes are written to the file
<IPC_InstallDir>\Ipc\lib\properties\parameters.xml>.

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CRM Interaction Center

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1. To start the IPC dispatcher service, use the :,117VHUYLFHPDQDJHU.


2. Select the service for the IPC dispatcher, then:

If a green traffic light is displayed (this means the service is already running), choose 6WRS

If a red traffic light is displayed, choose 6WDUW&RQWLQXH


Once the service has been started, the green traffic light is displayed.

To start the service automatically when the operating system starts up, select the checkbox for
the service (if it is not already selected).

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1. To start the IPC server service, use the :,117VHUYLFHPDQDJHU.


2. Select the service for the IPC server, then:

If a green traffic light is displayed (this means the service is already running), choose 6WRS

If a red traffic light is displayed, choose 6WDUW&RQWLQXH


Once the service has been started, the green traffic light is displayed.

To start the service automatically when the operating system starts up, select the checkbox for
the service (if it is not already selected).

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The IPC server (and dispatcher) includes the RFC server functions that were previously provided by
the IPC bridge. This has the following advantages:

ABAP code can call IPC server commands via RFC function calls on all platforms supported by
JCO (6$3-DYD&RQQHFWRU) in particular on Solaris computers, not just on Windows computers.

Several communication and conversion steps have been eliminated, leading to improved
performance.

The RFC request is passed directly to the IPC server, which processes it without converting any
strings. Then the IPC commands directly write their response to the output and table parameters of the
RFC function.
3UHUHTXLVLWHV

You are using IPC Release 3.0 or higher.

You have to decide how many IPC servers you would like to use. Except for in the socket-based
scenario, you can not dynamically add IPC servers to a running dispatcher. Decide, how many
servers are appropriate, configure CRM and the dispatcher accordingly, and start the dispatcher.

For example, if you have got two IPC servers, the following settings have to be made:
As CRM needs to communicate with the dispatcher to connect to a server, as well as
communicating with each of the servers, you need to maintain three RFC destinations. The
RFC destinations and RFC program IDs are the same. In addition, all the server destinations
start with the same string, followed by a number. You can only choose the dispatchers
destination and the "prefix string" of the servers destinations.

You choose IPC_RFC_DISPATCHER as the RFC destination (and program ID) of the dispatcher,
and IPC_RFC_SERVER_ as the prefix string for the servers. This means that you create RFC
destinations/program IDs IPC_RFC_SERVER_1 and IPC_RFC_SERVER_2 for the servers.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 17

CRM Interaction Center

'HVWLQDWLRQ1DPH

9DOXHV

IPC_RFC_DISPATCHER

Program ID: <Name of RFC Destination>


Gateway Host: <Host of CRM>
Gateway Service: <Gateway of CRM>
Usually sapgw<SysNr.>

IPC_RFC_SERVER_1

Program ID: <Name of RFC Destination>


Gateway Host: <Host of CRM>
Gateway Service: <Gateway of CRM>
Usually sapgw<SysNr.>

3URFHGXUH

To set up the IPC as an RFC server and connect it to a CRM system, you need to create RFC
destinations, one for the dispatcher and one for every IPC server connected to it. You also need to
maintain a few properties in the file dispatcher.properties.
6HWWLQJ8S,3&'HVWLQDWLRQVLQWKH6$36\VWHP

This step is only required if you use client-dependent data.


1. Log on to the SAP system from which you want to access the IPC.
2. In this system, maintain the RFC destinations in table SMOFPARSFA [SAP Library], where the
key is (for example) IPC_RFC_DISPATCHER, and parval1 is IPC_RFC_DISPATCHER.
This step gives you a client-dependent level of indirection that might help in some occasions.
3. The destinations that you maintain are real RFC destinations, so select 7\SHT.
4. Activation Type is 5HJLVWHUHG6HUYHUSURJUDP.
5. Program ID is by convention the name of the RFC connection.
6. Enter a SAP gateway of your choice (usually the application or message server of the CRM
system) and the destination name.

The IPC is not yet completely configured, so you should wait before testing your
destinations. You can test your destinations at a later date (see the section on 7HVWLQJ
<RXU'HVWLQDWLRQV below).
6HWWLQJ8SDQG6WDUWLQJWKH,3&

1. Edit the file dispatcher.properties in the folder lib/properties in your IPC installation
(this may not exist). Enter the following properties:

rfcEnabled = true
rfcGateways = <crm-servername>:<port>
rfcDispatcherProgId = IPC_RFC_DISPATCHER
rfcServerCount = <number of servers>
rfcServerProgIdPrefix = IPC_RFC_SERVER_
The entries for the RFC gateways are defined in the RFC destination
IPC_RFC_DISPATCHER of your CRM system. When the dispatcher starts up, it needs to
contact an SAP System to find out more RFC settings (such as which RFC gateway to use). If
you use a connection to a SAP system for database access, this connection is automatically
used by the dispatcher to retrieve this information. We recommend that you do this. You can
CRM Interaction Center: Business Scenario Configuration Guide

3.1 18

CRM Interaction Center


set this up in the administrator, check that it works, and that the password is stored in an
encoded way.
2. If you wish to use a local database, you need to add the following properties to
dispatcher.properties:

Do not define these properties unless you have a special reason for using a local
database!
Once you have maintained these properties, they will always be used for calls to the SAP
system. If the properties have not been maintained, the default database connection will be
used.

rfcSapSystemUser = <a user with RFC access in the SAP system>


rfcSapSystemPassword = <the users password, in plain text>
rfcSapSystemSapClient = <SAP client (mandt) to use>
rfcSapSystemApplicationServer = <SAP application server>
rfcSapSystemSystemNumber = <SAP system number>
3. Set up the rest of the IPC and start the IPC services.
Once you have done this, the dispatcher and ITS servers have already registered at their
RFC.
7HVWLQJ<RXU'HVWLQDWLRQV

You can test your RFC destinations in your SAP system. If the destinations do not work, check
whether the settings in dispatcher.properties match those in the SAP system.
You can run a test to check whether a server works. If you complete the test successfully, you have
connected the IPC to the SAP system correctly.
1. Start transaction SE37.
2. Enter &20B,3&B6(66,21B%(*,1.
3. Choose ).
4. Enter a valid SAP client (for example, the one to which you are connected) in ,9B&/,(17, and
anything in ,9B86(5B1$0( and ,9B86(5B/2&$7,21.
5. Execute the function.
ABAP now:

Connects to the dispatcher and asks it to return to the server

Connects to the server and creates a new server session on it


If the settings are defined correctly, you see a 5HVXOWVFUHHQ with a number to the right of
(9B6(66,21B,' at the bottom of the table. If not, an ABAP short dump occurs.

$GGLQJ1HZ&RPPDQGV

If you have added new commands to the IPC server or changed the parameters of existing IPC
commands, RFC clients need to know about this change. The repository information on all IPC
commands that are available as RFC functions is maintained in a central XML file, called
RFCCommands.xml in lib/properties.
(In case you have worked with the IPC bridge this file is the equivalent to file SpcCommands.xml in
IPC Release 3.0.)
For each command, you need to maintain one XML tag. This tag defines the import parameters, table
parameters, and export parameters.
Parameter definitions include:
CRM Interaction Center: Business Scenario Configuration Guide

3.1 19

CRM Interaction Center

An RFC name and a Java name for the parameter. The Java name is the actual name of the
corresponding IPC parameter. The RFC name is the name under which you want to access it from
ABAP.

The size of the field in ABAP.

Flags determining whether the command is to be broadcasted to all IPC servers, and whether the
value is a normal string or a UTF8-encoded Unicode string.

There are a lot of command definitions in the RFCCommands.xml file that is shipped. Just copy one
and change it according to your needs.

Make sure that the parameter lengths match those in ABAP. Mismatch of parameter
lengths causes errors, because Jco inside the IPC misinterprets the data passed to it (for
example, it interprets "ABC", "DEF" as "BCD", "DE<garbage>").

6HWWLQJ8S,QWHUDFWLYH&RQILJXUDWLRQ
8VH

You can use interactive configuration in sales transactions (crmd_order) and in the Product
Workbench (commpr01).
3UHUHTXLVLWHV

You have installed IPC Release 3.0.

You are using CRM Release 3.0.


You have installed the In-Q-My JSP Server, version 4.2.

3URFHGXUH

The IPC installation comes with a Web application archive file (webapps/ipc.ear). You need to deploy
this file on your In-Q-My JSP-server.
Follow the procedure for deploying a Web application on the In-Q-My application server described in
&50,QWHUQHW6DOHV-$9$$SSOLFDWLRQ,QVWDOODWLRQ*XLGHIRU,Q40\; Chapter : &RQILJXUDWLRQDQG
,QVWDOODWLRQRIWKH&50,QWHUQHW6DOHV:HE$SSOLFDWLRQ&RPSRQHQWV.
(GLWLQJUHIHUHQFHW[WILOH

1. Go to <In-Q-My_Installation_directory>\cluster\server\managers.
2. Open the reference.txt file.
3. Add the following lines to this file:
reference <name of the application> library:jco
reference <name of the application> library:inqmyxml
For example, reference ipc library:jco
reference ipc library:inqmyxml
4. Save the reference.txt file.
5. Restart the INQMY application server.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 20

CRM Interaction Center


&UHDWLQJ5)&'HVWLQDWLRQ

To create the link between the CRM system and the IPC Web application, you need to maintain the
1
RFC destination SAPCRM_SPC_SAPCRM_SPC_ITS in the CRM system.
1. Enter the transaction SM59.
2. If the destination 6$3&50B63&B,76 does not yet exist: Click on 'HVWLQDWLRQ!&UHDWH.
3. Enter 6$3&50B63&B,76 as the name of the destination.
4. Choose any value for the connection type.
The connection type is not relevant as SAPCRM_SPC_ITS is not a physical RFC-destination
but serves for storage of connection parameters. Therefore the destination cannot be tested
with a connection test.
5. Enter a description for the destination.
6. Enter any activation type.
7. Enter LSFLSFFRPPDQGGR in the SURJUDP field:.
8. Enter \RXULSFZHEVHUYHU!SRUW! in the 7DUJHWKRVW field.

6HWWLQJ8S3ULFLQJ$QDO\VHVLQWKH&506\VWHP
8VH

It is possible to see a condition analysis in every sales transaction in the CRM system.
3UHUHTXLVLWHV

You have installed IPC Release 3.0.

You are using CRM 3.0 or higher.

You have installed a JSP Server such as In-Q-My.

3URFHGXUH

In order to set up the analysis you can use it in every sales transaction in the CRM system, you first
have to set-up the pricing analysis.

The following two files are available on your IPC system after installation of the IPC:

ipcpricing.war

ipcpricing.ear

Both files are located in the directory:


<IPC_InstallDir>\webapps\pricing
(<IPC_InstallDir> is the root directory of the IPC installation.).

These files have to be deployed with your Java Application Server (In-Q-My).

For more information on how to deploy these files, see &50,QWHUQHW6DOHV-$9$


$SSOLFDWLRQ,QVWDOODWLRQ*XLGHIRU,Q40\; Chapter: &RQILJXUDWLRQDQG,QVWDOODWLRQRIWKH
&50,QWHUQHW6DOHV:HE$SSOLFDWLRQ&RPSRQHQWV.

1. To activate pricing analysis, you have to set the user parameter 35&B7UDFH in the CRM system.

The same destination is used by the ITS user-interface

CRM Interaction Center: Business Scenario Configuration Guide

3.1 21

CRM Interaction Center


2. Choose transaction SU3 to check the Parameter 35&B7UDFH.

3DUDPHWHU1DPH

9DOXHV

PRC_Trace

3. Create a TCP/IP RFC-Destination with Connection Type 7 and VWDUWLQJRQDQ([SOLFLW+RVW.


'HVWLQDWLRQ1DPH

9DOXHV

SAPCRM_SPC_ANALYSIS

Program: <Name of root directory of


deployed pricing JSPs usually:
/ipcpricing/>
Target Host: <Webserver where you
connect to the JSPs of the IPC with
Port>
i.e. <10.18.46.10:8080>

5HVXOW

You have made the settings in the CRM-System.


You can now test the analysis by creating a new sales document. Go to the item-level, look at the
conditions and choose the $&&(66(6 button.

6HWWLQJ8SWKH&$76HUYHU
8VH

The CAT (CRM application tools) server must be installed and configured before you can use surveys
for leads, opportunities, and activities in CRM Online.
The CAT server is not used by the Internet Pricing and Configurator. However, it is installed by the
same installation program, and for this reason, details of how to set up the CAT server are included
here.
For the latest information on setting up the CAT server, see CSN note 0383587.

3UHUHTXLVLWHV

You have installed the Internet Pricing and Configurator without deselecting the CAT server. (All
system requirements are fulfilled if your system can run the Internet Pricing and Configurator.)
3URFHGXUH

1. Define the connector properties, using the file PropEdit.bat in the ../bin directory. The
property files are in the /lib/properties directory. You are free to change the file path
manually, but if you do this you must also change the connector file path in the file
CATServer.properties (see step 2.).
A connector property file must contain the following entries:
progid=

<a name for your connector>

key=

<name of your system>

client=

<SAP logon user>

user=

<SAP logon user>

passwd=

<SAP logon password>

CRM Interaction Center: Business Scenario Configuration Guide

3.1 22

CRM Interaction Center

lang=

<SAP logon language>

max_connections=

<maximum number of connections allowed


for the pool>

ashost=

<host name of the application server>

sysnr=

<R/3 System number>

gwserv=

<service number of the SAP gateway>

gwhost=

<host name of the SAP gateway>

Example of a CONNECTOR.properties file:


#SAP CAT Connector
#Thu Mar 29 16:50:16 GMT+02:00 2001
progid=CONNECTOR
key=AEC
client=000
user=DEMORFC
passwd=bQ UYs0RTNR,UX
lang=EN
max_connections=16
ashost=US0019.WDF.SAP-AG.DE
sysnr=119
gwserv=sapgw19
gwhost=US0019.WDF.SAP-AG.DE

The name of the property file is automatically generated from the values that have been
specified for the fields progid, key and client (for example,
CONNECTOR_AEC_000.properties). However, you are free to change the file name
manually. Please note that for security reasons the password will be encrypted.
2. Define the CAT server properties, by editing the file CATServer.properties according to your
connector landscape.
A connector property file must contain the following entries:
port=
<a valid port number>
connector=
<path to one or more property files>
&DXWLRQ

Ensure that the path entered here is the same as


the path defined in step 1.

Example of a CATServer.properties file:


#SAP CAT Server
#Tue Mar 20 17:49:19 GMT+01:00 2001
port=1234
CRM Interaction Center: Business Scenario Configuration Guide

3.1 23

CRM Interaction Center


connector=/properties/MY_CONNECTOR.properties
If you want to start more than one connector, use one of the following:

connector = /properties/FIRST_CONNECTOR.properties,
/properties/SECOND_CONNECTOR.properties, ... ,
/properties/LAST_CONNECTOR.properties

connector =/properties/FIRST_CONNECTOR.properties ,\
/properties/SECOND_CONNECTOR.properties,\
...
/properties/LAST_CONNECTOR.properties

3. Start the CAT server in one of the following ways:

To start the CAT server directly, use startCATServer.bat in the ../bin directory.

To start the CAT server as a NT Service, call CATServer.exe /INSTALL from the ../bin
directory.
Switch to the &RQWURO3DQHOchoose 6HUYLFHV and set the CAT server to DXWRPDWLF.

$32&RQQHFWLYLW\

If you have an SAP Advanced Planner and Optimizer (SAP APO) System, you can use it to carry out
availability check for items in the sales order.
Availability check [SAP Library] (ATP check) is used to check whether a product can be confirmed in a
sales order, based on the fact that enough stock is available or can be produced or purchased on
time. The product is reserved in the required quantity, and ATP requirements [SAP Library] are
transferred to production or purchasing.
Availability check can be called up by the sales order in the CRM Online Application and is then
carried out in the SAP APO System.
The first two steps in the tree structure for APO Connectivity are based on an example system
landscape:

Set up System Landscape for CRM Online and SAP APO [Page 24]

Set up Logical Systems and RFC Connections [Page 26]

Follow the remaining steps in the tree structure to set up the availability check.
For more information on availability check, see the SAP Library for Customer Relationship
Management under%DVLF)XQFWLRQV Availability Check [SAP Library].

6HWXS6\VWHP/DQGVFDSHIRU&502QOLQHDQG6$3
$32
8VH

This documentation describes how to set up the system landscape and data necessary for carrying
out an availability check with CRM Online and the SAP APO System.
A specific example is described and worked through. The entries in the tables are shown in italics and
are suggestions only.
6HHDOVR

Details of setting up the system landscape for the SAP APO and SAP R/3 Systems are described in
the SAP Library for 6$3$GYDQFHG3ODQQHUDQG 2SWLPL]HU 6$3$32
CRM Interaction Center: Business Scenario Configuration Guide

3.1 24

CRM Interaction Center

In SAP APO 3.A:


,QWHJUDWLRQRI$32DQG5 $32
6HWWLQJXSWKH6\VWHP,QIUDVWUXFWXUHDQG'DWD7UDQVIHU

6XSSO\&KDLQ0DQDJHPHQW 6&0 %XVLQHVV6FHQDULRV


&RUH,QWHUIDFH

In SAP APO 2.0A


,QWHJUDWLRQRI$32DQG5 6HWWLQJXSWKH6\VWHP

$32,QWHJUDWLRQ6FHQDULRV

,QIUDVWUXFWXUHDQG'DWD7UDQVIHU

3UHUHTXLVLWHV

In order to set up a CRM scenario with availability check, you need:

The following systems:

CRM Online

An Online Transaction Processing (OLTP) system such as the SAP R/3 System

SAP APO System

In the SAP R/3 System: Customizing for Sales and Distribution (SD), for example, plant, sales
area

In CRM Online: data relevant for the SAP R/3 System such as sales organization data including
mapping to the relevant SD organizational units

In CRM Online and the SAP R/3 system: valid sold-to party in common SD organizational unit

The following table shows the system landscape with example names:

System

Release

System ID

Client

Logical System ID

Host

CRM

3.0

&5



&5&/17

KRVWFUZGIVDSDJGH

R/3
(OLTP)

4.6C +
PI2000.1

5



5&/17

KRVWUZGIVDSDJGH

APO

3.0A

$3



$3&/17

KRVWDSZGIVDSDJGH

If you do not use SAP R/3 as the OLTP system, then you will have to program interfaces
for APO-CIF and CRM Middleware. For more information, see Note 448742.
3URFHGXUH

1. Test the following transactions to ensure that they work before the systems are connected to each
other:
,QWKH6$356\VWHP

a. Create a product.
For more information, see the following documentation in the SAP Library in the SAP R/3
System: /RJLVWLFV /RJLVWLFV*HQHUDO /2 /RJLVWLFV%DVLF'DWD 0DWHULDO0DVWHU
/20'00 0DWHULDO0DVWHU5HFRUGV &UHDWLQJ0DWHULDO0DVWHU5HFRUGV
b. Post goods receipt.
For more information, see the following documentation in the SAP Library in the SAP R/3
System: /RJLVWLFV 0DWHULDOV0DQDJHPHQW 00 ,QYHQWRU\0DQDJHPHQW 00,0 
,QYHQWRU\0DQDJHPHQWDQG3K\VLFDO,QYHQWRU\ 00,0 *RRGV5HFHLSW2WKHU
*RRGV5HFHLSWV

c.

Create a sales order.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 25

CRM Interaction Center


For more information, see the following documentation in the SAP Library in the SAP R/3
System: /RJLVWLFV 6DOHVDQG'LVWULEXWLRQ 6' 6DOHV 6'6/6 6DOHV2UGHU
&UHDWLQJ6DOHV2UGHUV

d. Carry out availability check (in SAP R/3 only, ZLWKRXW SAP APO)
For more information, see the following documentation in the SAP Library in the SAP R/3
System: /RJLVWLFV 6DOHVDQG'LVWULEXWLRQ 6' $YDLODELOLW\&KHFNDQG5HTXLUHPHQWV
LQ6DOHVDQG'LVWULEXWLRQ3URFHVVLQJ
,Q&502QOLQH

Create a sales order.


For more information, see Postprocessing Sales Orders [SAP Library].

2. Then carry out the following steps:


a. Set up Logical Systems and RFC Connections [Page 26].
b. Set up SAP APO Core Interface (APO-CIF) [Page 32].
c.

Set up Test Data for Availability Check [Page 35].

d. Set up SAP APO-CIF Integration Model [Page 38].


e. Set up Location (Plant) [Page 39].
f.

Set up Customizing for Availability Check [Page 185].

6HHDOVR

For more information about the integration of the SAP R/3 and SAP APO Systems, see the SAP
Library for SAP Advanced Planner and Optimizer:

In SAP APO 3.0A:


6XSSO\&KDLQ0DQDJHPHQW 6&0 %XVLQHVV6FHQDULRV

,QWHJUDWLRQRI$32DQG5

In SAP APO 2.0A:


$32,QWHJUDWLRQ6FHQDULRV

,QWHJUDWLRQRI$32DQG5

For information about availability check in the SAP APO System, see the SAP Library for SAP
Advanced Planner and Optimizer (SAP APO) under $32*OREDO$YDLODEOH7R3URPLVH *OREDO$73 .

CRM Interaction Center: Business Scenario Configuration Guide

3.1 26

CRM Interaction Center

6HWXS/RJLFDO6\VWHPVDQG5)&&RQQHFWLRQV
8VH

In order that CRM Online, SAP APO and SAP R/3 Systems communicate with each other, you need to
specify logical systems and RFC connections for each system.
3URFHGXUH

Figure 1 shows an example system landscape and the steps necessary to set it up.
 1

/
#/
  ! " #$%2
&"
'(#)+*3
, -.-4
,
/((   50 (# "

6798&:4;<

67,8
;? @

6#798=798>

q/r5s#t#t uvw xzy{`|

q/r5stt#uv w xby {|

q/r5st t#uv w xzy{|

ACBEDGFIHJ KLFNM OP#J QLRLMTSEULSIVWF X

a^e\a/fghe\iCi

^]Ek a`fg`hLk\iEi
Zl#m\a/fghm\iEi

Zolm a`fgh mEiCi


a^e a`fgheEiCi
^]\k\afgGhkEi\i

Y BTZ/SCSJ PK[M O P J Q\R MISIU\S\V FX


VWO[QM J FLKLV

a`M J FLKCV#e\iEija`^eLafgh eEiCi

aM J FKIVkEiEin^]Lk\afgGh kEiLi

aM J FLKEV m\i\ipZolm a`fghmEiCi

} {~q/w xby {|/ 

} {q/w xby{`|G

} {~qw xby {/|G

^G]EkLaf gGh kLiEi


Zl m\a/fghm\iCi

a/^eLafghe\iEi
Zl#m\a/fghm\iEi

a^e a`fgheEiCi
^]\k\afgGhkEi\i

] BEDGFIHJ KLFN^`_ a'aR M M S


VbO[O VcLF\d#SCU\S\V FX3S

,Q&502QOLQH


'HILQHORJLFDOV\VWHP

In the Implementation Guide (IMG) choose %DVLV'LVWULEXWLRQ $/( 6HQGLQJDQG


5HFHLYLQJ6\VWHPV/RJLFDO6\VWHPV'HILQH/RJLFDO6\VWHP

/RJ6\VWHP

'HVFULSWLRQ

&5&/17

&506\VWHP&5&OLHQW

CRM Interaction Center: Business Scenario Configuration Guide

3.1 27

CRM Interaction Center



$VVLJQFOLHQWWRORJLFDOV\VWHP

In the IMG choose %DVLV'LVWULEXWLRQ $/( 6HQGLQJDQG5HFHLYLQJ6\VWHPV /RJLFDO


6\VWHPV$VVLJQ&OLHQWWR/RJLFDO6\VWHP

&OLHQW

1DPH

&LW\

&UF\



&OLHQW

%RVWRQ

86'

&KDQJHGRQ

Double-click on the entry above to fill in the following details:

6HFWLRQ

6HWWLQJ

Changes and transports for client-dependent


objects

$XWRPDWLFUHFRUGLQJRIFKDQJHV

Client-independent object changes

&KDQJHVWR5HSRVLWRU\DQGFOLHQWLQG
&XVWRPL]LQJDOORZHG

Protection: Client copier and comparison tool

3URWHFWLRQOHYHO1RUHVWULFWLRQ

Restrictions

$OORZV&$77SURFHVVHVWREHVWDUWHG



'HILQHWDUJHWV\VWHPIRU5)&&DOOV

In the IMG choose %DVLV 'LVWULEXWLRQ $/( 6HQGLQJDQG5HFHLYLQJ6\VWHPV6\VWHPV


LQ1HWZRUN'HILQH7DUJHW6\VWHPVIRU5)&FDOOV

In the SAP Logon [SAP Library], place the cursor on the relevant system to display the
following information:

To display the name of the target host, choose 6HUYHU

To display the system number, choose 3URSHUWLHV

&UHDWH6$35&RQQHFWLRQV'HWDLOV
6$35

6$3$32

RFC destination

5&/17

$3&/17

Connection type

Description

5&OLHQW

$32&OLHQW

Load distrib.

1R

1R

Target host

KRVWUZGIVDSDJGH

KRVWDSZGIVDSDJGH

System number





Language

(1

(1

Client





User

&50$73

&50$73

Password

********

*********

CRM Interaction Center: Business Scenario Configuration Guide

3.1 28

CRM Interaction Center



6HWXSFRQQHFWLRQWRWKH6$3$326\VWHP

A client can support only one SAP APO System. This table is client independent, so if you
need to define connections to more than one SAP APO System, you will need to define an
entry for each RFC connection.
a. Define Middleware parameters by choosing &XVWRPHU5HODWLRQVKLS0DQDJHPHQW&50
0LGGOHZDUHDQG5HODWHG&RPSRQHQWV &RPPXQLFDWLRQ6HWXS 'HILQH0LGGOHZDUH
3DUDPHWHUV.
b. Select $YDLODELOLW\&KHFNXVLQJ$32 and create the following table entry:

.H\

3DUDPHWHU

5)&'HVWLQDWLRQ

&RQWURO,QIRUPDWLRQ

CRMAPOATP

CRMAPOATP

$3&/17

X=$32$

,QWKH6$356\VWHP


'HILQHORJLFDOV\VWHPV

In SAP R/3 4.6C:


In the IMG choose %DVLV &RPSRQHQWV $SSOLFDWLRQ/LQN(QDEOLQJ $/( 6HQGLQJDQG
5HFHLYLQJ6\VWHPV/RJLFDO6\VWHPV'HILQH/RJLFDO6\VWHP

In SAP R/3 4.5:


In the IMG choose &URVV$SSOLFDWLRQ &RPSRQHQWV 'LVWULEXWLRQ $/( %DVLF6HWWLQJV
/RJLFDO 6\VWHPV 'HILQH/RJLFDO6\VWHP.

/RJ6\VWHP

'HVFULSWLRQ

5&/17

56\VWHP5&OLHQW

$3&/17

$326\VWHP$3&OLHQW



$VVLJQFOLHQWWRORJLFDOV\VWHP

a. In SAP R/3 4.6C:


In the IMG choose %DVLV &RPSRQHQWV $SSOLFDWLRQ/LQN(QDEOLQJ $/( 6HQGLQJDQG
5HFHLYLQJ6\VWHPV /RJLFDO6\VWHPV $VVLJQ&OLHQWWR/RJLFDO6\VWHP
In SAP R/3 4.5:
In the IMG choose &URVV$SSOLFDWLRQ&RPSRQHQWV 'LVWULEXWLRQ $/( %DVLF6HWWLQJV
/RJLFDO6\VWHPV $VVLJQ/RJLFDO6\VWHPWR&OLHQW.

&OLHQW

1DPH

&LW\

/RJLFDO6\VWHP

&UF\



7HVW&OLHQW

%RVWRQ

5&/17

86'

&KDQJHGRQ

b. Double-click on the entry above to fill in the following details:

CRM Interaction Center: Business Scenario Configuration Guide

3.1 29

CRM Interaction Center

6HFWLRQ

6HWWLQJ

Changes and transports for client-dependent


objects

$XWRPDWLFUHFRUGLQJRIFKDQJHV

Client-independent object changes

&KDQJHVWR5HSRVLWRU\DQGFOLHQWLQG
&XVWRPL]LQJDOORZHG

Protection: Client copier and comparison tool

3URWHFWLRQOHYHO1RUHVWULFWLRQ

Restrictions

$OORZV&$77SURFHVVHVWREHVWDUWHG



'HILQHWDUJHWV\VWHPVIRU5)&&DOOV

In SAP R/3 4.6C:


In the IMG choose %DVLV&RPSRQHQWV $SSOLFDWLRQ/LQN(QDEOLQJ $/(  6HQGLQJDQG
5HFHLYLQJ6\VWHPV 6\VWHPVLQ1HWZRUN 'HILQH7DUJHW6\VWHPVIRU5)&&DOOV.

In SAP R/3 4.5:


In the IMG choose &URVV$SSOLFDWLRQ&RPSRQHQWV 'LVWULEXWLRQ $/(
&RPPXQLFDWLRQ 'HILQH5)&'HVWLQDWLRQ.

&UHDWH6$35&RQQHFWLRQV'HWDLOV
6$3&50

6$3$32

RFC destination

&5&/17

$3&/17

Connection type

Load distrib.

1R

1R

Target host

KRVWFUZGIVDSDJGH

KRVWDSRZGIVDSDJGH

System number





Description

&50&OLHQW

$32&OLHQW

Language

(1

(1

Client





User

&50$73

&50$73

Password

Test the connection and the remote login before continuing.

,QWKH6$3$326\VWHP


'HILQHORJLFDOV\VWHPV

In the IMG choose 5%DVLV&XVWRPL]LQJ $SSOLFDWLRQ/LQN(QDEOLQJ $/( 6HQGLQJDQG


5HFHLYLQJ6\VWHPV/RJLFDO6\VWHPV'HILQH/RJLFDO6\VWHP

CRM Interaction Center: Business Scenario Configuration Guide

3.1 30

CRM Interaction Center

/RJ6\VWHP

'HVFULSWLRQ

$3&/17

$326\VWHP$3&OLHQW

&5&/17

&506\VWHP&5&OLHQW

5&/17

56\VWHP5&OLHQW



$VVLJQFOLHQWWRORJLFDOV\VWHP

a. Assign the SAP APO client to the logical system:


In the IMG choose 5%DVLV&XVWRPL]LQJ $SSOLFDWLRQ/LQN(QDEOLQJ $/( 6HQGLQJ
DQG5HFHLYLQJ6\VWHPV/RJLFDO6\VWHPV$VVLJQ&OLHQWWR/RJLFDO6\VWHP

&OLHQW

1DPH

&LW\

&UF\



$32&OLHQW

%RVWRQ

86'

&KDQJHGRQ

b. Double-click on the entry above to fill in the following details:

6HFWLRQ

6HWWLQJ

Changes and transports for client-dependent


objects

&KDQJHVZRDXWRPDWLFUHFRUGLQJ

Client-independent object changes

&KDQJHVWR5HSRVLWRU\DQGFOLHQWLQG
&XVWRPL]LQJDOORZHG

Protection: Client copier and comparison tool

3URWHFWLRQOHYHO1RUHVWULFWLRQ

Restrictions



'HILQHWDUJHWV\VWHPVIRU5)&&DOOV

In SAP APO 3.0A:


In the IMG choose 5%DVLV&XVWRPL]LQJ $SSOLFDWLRQ/LQN(QDEOLQJ $/( 6HQGLQJDQG
5HFHLYLQJ6\VWHPV6\VWHPVLQ1HWZRUN'HILQH7DUJHW6\VWHPVIRU5)&&DOOV.

In SAP APO 2.0A:


In the IMG choose 5%DVLV&XVWRPL]LQJ 'LVWULEXWLRQ $/( 3UHSDUH6HQGHUDQG
5HFHLYHU6\VWHPV&RQILJXUH6\VWHPVLQ1HWZRUN'HILQH7DUJHW6\VWHPVIRU5)&&DOOV.

&UHDWH6$35&RQQHFWLRQV'HWDLOV
6$3&50

6$35

RFC destination

&5&/17

5&/17

Connection type

Load distrib.

1R

1R

Target host

KRVWFUZGIVDSDJGH

KRVWUZGIVDSDJGH

System number





Description

&50&OLHQW

5&OLHQW

Language

(1

(1

CRM Interaction Center: Business Scenario Configuration Guide

3.1 31

CRM Interaction Center

Client





User

&50$73

&50$73

Password



Test the RFC connections.

6HWXS6$3$32&RUH,QWHUIDFH $32&,)
3UHUHTXLVLWHV

In addition to the R/3 System, a Plug-In must be installed. The Plug-In includes the SAP APO Core
Interface [SAP Library] (APO-CIF or CIF) which is used to transfer master data such as plants and
products from the SAP R/3 System to the SAP APO System.
For information on the SAP APO Core Interface, see the following documentation in the SAP Library
for SAP Advanced Planner and Optimizer (SAP APO):

In SAP APO 3.0A:


6XSSO\&KDLQ0DQDJHPHQW 6&0 %XVLQHVV6FHQDULRV

,QWHJUDWLRQRI$32DQG5 $32

&RUH,QWHUIDFH

In SAP APO 2.0A:


,QWHJUDWLRQRI$32DQG5$32&RUH,QWHUIDFH

$32,QWHJUDWLRQ6FHQDULRV

3URFHGXUH
,QWKH6$356\VWHP

To call up the $32&,) menu choose /RJLVWLFV &HQWUDO)XQFWLRQV 6XSSO\&KDLQ


3ODQQLQJ,QWHUIDFH &RUH,QWHUIDFH3ODQQHUDQG2SWLPL]HU.


'HILQHWDUJHWV\VWHPV

If you are using APO-CIF PlugIn Releases before Release 2000, you need to maintain the
field.

2S0RGH

In the &,) Menu choose 6HWWLQJV 7DUJHW6\VWHPV.

/RJ6\VWHP

2S0RGH

AP9CLNT900

This table is cross-client.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 32

CRM Interaction Center



'HILQH6$3$325HOHDVHV

In the &,) Menu choose 6HWWLQJV $325HOHDVHV

/RJ6\VWHP

6\VW7\SH

5HOHDVH

AP9CLNT900

6$3B$32

$

Figure 2 illustrates how the logical system is defined as the target system for SAP APO:
 
  (& ~* 
&  /#0 (  G$`G ! "#$#% $/ -3,/W
 ( $W$#  W- 

6798&:4;<

67,8
;? @

6738 7,8>

q/r5s#t#t uvw xzy{`|

qr5stt#uv w xby {|

qr5stt#uv w xby {|

ACBEDGFIHJ KLFNM OP#J QLRLMTSEULSIVWF X

a^e\a/fghe\iCi

^]Lk\af g`h kEiLi


Zl#mLafghm\iEi

Zolm a`fghmEiCi
a^eLa`f gheEiEi
^]\kLafghkEi\i

Y BTZ/SCSJ PK[M O P J Q\R MISIU\S\V FX


VWO[QM J FLKLV

a`M J FLKCV#e\iEija`^eLafgh eEiCi

a`M J FKCV#kEi\ij^]Lk\a/fgh kEiLi

 
] BEDGFCHWJ KLF4VzR dbPFCVSEU\SCVbFLX
R &K %=dbFM FLRIS\F3O H
' Zl[Z4)l ( ' U SCVbFLX

a/M J FLKEV m\i\i

Zl mLa`f ghmEiEi

qosr y } {|byr"!$#v#y

Zl mLafgGhm\iCi

]\iIZ

,QWKH6$3$326\VWHP

Before the first transfer of master data takes place from the SAP R/3 System to the SAP
APO System, make sure that the logical systems of CRM Online and the SAP R/3 System
are both in the same business system group [SAP Library].
When setting up the business system group, note that the service resource planning also
uses functions in the SAP APO System.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 33

CRM Interaction Center



0DLQWDLQEXVLQHVVV\VWHPJURXS

In SAP APO 3.0A:


In Customizing for APO choose $GYDQFHG3ODQQHUDQG2SWLPL]HU $32 %DVLV6HWWLQJV
,QWHJUDWLRQ%XVLQHVV6\VWHP*URXS0DLQWDLQ%XVLQHVV6\VWHP*URXS.

In SAP APO 2.0A:


In the standard menu choose 7RROV$32$GPLQLVWUDWLRQ6HWWLQJV6\VWHP*URXS
0DLQWDLQ.

%XV6\VW*US

'HVFULSWLRQ

CRMATP

&50$73



$VVLJQORJLFDOV\VWHPVWREXVLQHVVV\VWHPJURXS

In SAP APO 3.0A:


In Customizing for APO choose $GYDQFHG3ODQQHUDQG2SWLPL]HU $32 %DVLV6HWWLQJV
,QWHJUDWLRQ%XVLQHVV6\VWHP*URXS$VVLJQ/RJLFDO6\VWHPDQG4XHXH7\SH.

In SAP APO 2.0A:


In the standard menu choose 7RROV $32 $GPLQLVWUDWLRQ 6HWWLQJV 6\VWHP JURXS
$VVLJQ/RJ6\V.

%XV6\VW*US

/RJ6\VWHP

5)ODJ

6$35HO

CRMATP

CR7CLNT700

&

CRMATP

R38CLNT800

&

CRM Interaction Center: Business Scenario Configuration Guide

3.1 34

CRM Interaction Center

Figure 3 illustrates how the logical systems of CRM Online and SAP R/3 are assigned to the same
business system group in SAP APO:
 

  (&  39""`G ('
#`GG` # L !#"$%2"&$4 #" (#" "2 !#"# W%
 $/

6798&:4;<

67,8
;? @

6#798=798>

q/r5s#t#t uvw xzy{`|

q/r5stt#uv w xby {|

q/r5st t#uv w xzy{|

ACBEDGFIHJ KLFNM OP#J QLRLMTSEULSIVWF X

a^e\a/fghe\iCi

^ ]Ek a`fg`hLk\iEi
Zl#m\a/fghm\iEi

Zolm a`fgh mEiCi


a^e a`fgheEiCi
^]\k\afgGhkEi\i

Y BTZ/SCSJ PK[M O P J Q\R MISIU\S\V FX


VWO[QM J FLKLV

a`M J FLKCV#e\iEija`^eLafgh eEiCi

aM J FKIVkEiEin^]Lk\afgGh kEiLi

aM J FLKEV m\i\ipZolm a`fghmEiCi

 t x {`y t }t{~ q/#w txby |y{ |\


3r5s 
a^ Zhl
a/
^ Z/h l

] BTZ/SCSJ PK[M O P J Q\R MISIU\S\V FX3S


Vb
O ESJ KLFES\S,SCULSEVzF X P dbO 

a/^e a`fghe\iEi
^G]EkEa/fghkLiCi

6HWXS7HVW'DWDIRU$YDLODELOLW\&KHFN
,QWKH6$356\VWHP


&KHFNWKDWWKHSODQWLVVHWXSLQWKH6$356\VWHP

In the IMG choose /RJLVWLFV - *HQHUDO 3ODQW0DVWHU0DLQWDLQ3ODQWV'LVSOD\3ODQWV.




&KHFNWKDWWKHSODQWLVDVVLJQHGWRWKHRUJDQL]DWLRQDOXQLW

In the IMG choose (QWHUSULVH6WUXFWXUH$VVLJQPHQW6DOHVDQG'LVWULEXWLRQ$VVLJQ


6DOHVRUJDQL]DWLRQGLVWULEXWLRQFKDQQHOSODQW

56\VWHP

&OLHQW

3ODQW

6DOHV2UJ

'LVWU&K

'LYLVLRQ

5













&KHFNWKDWWKHPDWHULDOPDVWHULVVHWXSLQWKH6$356\VWHP

In the SAP Easy Access menu choose /RJLVWLFV 6DOHVDQG'LVWULEXWLRQ 0DVWHU'DWD


3URGXFWV0DWHULDO2WKHU0DWHULDO'LVSOD\.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 35

CRM Interaction Center

0DWQR
0

'HVFULSWLRQ

3ODQW

6WRU/RF

6DOHV2UJ

'LVWU&K

'LYLVLRQ

3URGXFWZLWK











DYDLODELOLW\FKHFN

If you use numeric material numbers, you have to make sure that either the length of the
material number fields in CRM Online and in the SAP APO System is the same or that
leading zeros are turned off in both systems.



&KHFNWKHVHWWLQJVIRUWKHPDWHULDOPDVWHU

Choose 6HOHFWYLHZ V to check the field entries in the views as follows:

The fields that are marked as mandatory must have entries in them. Otherwise the
material master will not be relevant for availability check in the SAP APO System, even if it
is included in the integration model of the APO Core Interface (APO-CIF).

9LHZ

)LHOG

Basic data1

Base Unit

3&

Division



GenItemCatGroup

1250

Gross weight

NJ

Net weight

NJ

Conditions (prices)

86'SHUSLHFH

Delivering plant



Sales: sales
org. 1

Sales:
general/plant

Availability check

0DQGDWRU\

yes

([DPSOH'DWD

 LQGLYLGXDOUTPW

Collective requirements are not supported.


MRP 1

MRP 2

MRP 3

MRP Type

yes

3' 053

Reorder point

Planning time fence



MRP Controller

yes



Lot size

yes

(;

Procurement type

) H[WHUQDOSURFXUHPHQW

Plnd dely time

GD\V

GR processing time

GD\V

SchedMargin key



Strategy group

33 JHQHUDOSODQQLQJVWUDWHJ\JURXS

In this example, the strategy group is set


up so that the system determines the
requirements class .
CRM Interaction Center: Business Scenario Configuration Guide

3.1 36

CRM Interaction Center

The requirements class in SAP R/3 is


equivalent to the check mode in SAP APO.
The check mode  is used in Set up
Customizing for Availability Check [Page
185] under the section,QWKH6$3$32
6\VWHP6WHS0DLQWDLQ&KHFN0RGH.
For more information, see the

SAP Library for R/3 under /RJLVWLFV


3URGXFWLRQ3ODQQLQJDQG&RQWURO 33

0DVWHU3ODQQLQJ 3303 
'HPDQG 0DQDJHPHQW 3303

3ODQQLQJ6WUDWHJLHV

'(0

IMG in SAP R/3 under 3URGXFWLRQ


0DVWHU3ODQQLQJ'HPDQG
0DQDJHPHQW3ODQQHG,QGHSHQGHQW
5HTXLUHPHQWV5HTXLUHPHQWV
7\SHV5HTXLUHPHQWV&ODVVHV and
3ODQQLQJ6WUDWHJ\

Availability check

 LQGLYLGXDOUTPW

yes

Collective requirements are not supported.

For information on transferring changes to the product master data in the SAP R/3
System, see the SAP Library for SAP Advanced Planner and Optimizer (SAP APO under
6XSSO\&KDLQ0DQDJHPHQW 6&0 %XVLQHVV6FHQDULRV ,QWHJUDWLRQRI$32DQG5
$32&RUH,QWHUIDFH 6HWWLQJ8SWKH6\VWHP,QIUDVWUXFWXUHDQG'DWD7UDQVIHU 'DWD
7UDQVIHU &KDQJH7UDQVIHU&KDQJH7UDQVIHUIRU0DVWHU'DWD.


&KHFNWKHVWRFNLQWKH6$356\VWHP

The easiest way to test the availability check is to create stock to cover requirements. You can
create stock in the SAP R/3 System by posting goods receipt.
a. In the SAP Easy Access menu choose /RJLVWLFV 0DWHULDOV0DQDJHPHQW,QYHQWRU\
0DQDJHPHQW*RRGV0RYHPHQW*RRGV5HFHLSW2WKHU.
b. In the 0RYHPHQWW\SHfield enter .

0DWQR

'HVFULSWLRQ

3ODQW

6WRUDJH/RFDWLRQ

0

$FPH;2UJDQL]HU







&KHFNWKDWWKHEXVLQHVVSDUWQHULVVHWXSLQWKH6$356\VWHP

In the SAP Easy Access menu choose /RJLVWLFV 6DOHVDQG'LVWULEXWLRQ0DVWHU'DWD


%XVLQHVV3DUWQHUV&XVWRPHU'LVSOD\.

&XVWRPHU1R

&50%XVLQHVV

1DPH

6DOHV$UHD

$FPH,QWHUQDWLRQDO



3DUWQHU1R




7HFKQRORJ\

CRM Interaction Center: Business Scenario Configuration Guide

3.1 37

CRM Interaction Center

6HWXS6$3$32&,),QWHJUDWLRQ0RGHO
3UHUHTXLVLWHV

After setting up the Plug-In including the SAP APO Core Interface [SAP Library] (APO-CIF or CIF),
you need to set up the SAP APO Core Interface integration model [SAP Library] to specify which
master data, such as plants and products, should be transferred from the SAP R/3 System to the SAP
APO System.
In CRM Online, all products are relevant for the SAP APO System. In the SAP R/3 System, however,
you need to specify which product is relevant for the SAP APO System. You do this by specifying the
relevant products in the integration model of SAP APO Core Interface.
6HHDOVR

For more information, see the following sections under 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3
$32 in the SAP Library:

In SAP APO 3.0A:

6XSSO\&KDLQ0DQDJHPHQW 6&0 %XVLQHVV6FHQDULRV

0DVWHU'DWD

6XSSO\&KDLQ0DQDJHPHQW 6&0 %XVLQHVV6FHQDULRV

,QWHJUDWLRQRI$32DQG56$3

$32&RUH,QWHUIDFH

,QWHJUDWLRQ0RGHO

In SAP APO 2.0A:

$32,QWHJUDWLRQ6FHQDULR

0DVWHU'DWD

$32,QWHJUDWLRQ6FHQDULR

,QWHJUDWLRQRI$32DQG5$32&RUH,QWHUIDFH,QWHJUDWLRQ

0RGHO

3URFHGXUH
,QWKH6$356\VWHP

To call up the $32&,) menu choose /RJLVWLFV &HQWUDO)XQFWLRQV 6XSSO\&KDLQ


3ODQQLQJ,QWHUIDFH &RUH,QWHUIDFH$GYDQFHG3ODQQHUDQG2SWLPL]HU
6WHS&UHDWHWKH,QWHJUDWLRQ0RGHO

1. In the $32&,) menu choose ,QWHJUDWLRQ PRGHO *HQHUDWH &UHDWH.


2. Fill in the following details - table entries are examples only.

Model name

&50$73

Target system

$3&/17

Application

$73
$YDLODELOLW\FKHFN
0DWHULDOPDVWHUV
3ODQWV
&XVWRPHUV
6WRUDJHORFDWLRQVWRFNV
6DOHVRUGHUVWRFN

Relevant materials

0DWHULDO0
3ODQW

CRM Interaction Center: Business Scenario Configuration Guide

3.1 38

CRM Interaction Center

(([HFXWH).

3. Choose

4. Check the details and save the integration model.


6WHS$FWLYDWHWKH,QWHJUDWLRQ0RGHO

1. In the $32&,) menu choose ,QWHJUDWLRQPRGHO$FWLYDWH


2. Select the integration model that you just created.
(([HFXWH).

3. Choose

4. To activate the integration model

place the cursor on the relevant version and choose

double-click the relevant version


The active version will be marked with

($FWLYH,QDFWLYH , or

(6WDUW).

5. Choose
5HVXOW

The data specified in the integration model is transferred to the SAP APO System.

Before transferring changes to the product master data, see the documentation in the
SAP Library for SAP Advanced Planner and Optimizer under 6XSSO\&KDLQ0DQDJHPHQW
6&0 %XVLQHVV6FHQDULRV ,QWHJUDWLRQRI$32DQG5 6HWWLQJ8SWKH6\VWHP
,QIUDVWUXFWXUHDQG'DWD7UDQVIHU $32&RUH,QWHUIDFH 'DWD7UDQVIHU &KDQJH
7UDQVIHU &KDQJH7UDQVIHUIRU0DVWHU'DWD

6HWXS/RFDWLRQ 3ODQW
,QWKH6$3$326\VWHP
7UDQVIHUORFDWLRQWR6$3$326\VWHP

You transfer the location [SAP Library] to the SAP APO System from the SAP R/3 System using the
APO-CIF integration model.
To display or change the location, in the 6$3(DV\$FFHVV menu choose

In SAP APO 3.0A:


0DVWHU'DWD

/RFDWLRQ /RFDWLRQ

In SAP APO 2.0A:


1DYLJDWLRQ

0DVWHU'DWD /RFDWLRQ

Location

3/#5%RVWRQ

Location type



Priority

Longitude



Latitude



CRM Interaction Center: Business Scenario Configuration Guide

3.1 39

CRM Interaction Center

Time zone

(67

Maintain Address

%RVWRQ

For more information on maintaining data for the location, see the SAP Library for SAP Advanced
Planner and Optimizer (SAP APO) under 6$3$320DVWHU'DWD /RFDWLRQ.
,Q&502QOLQH
&UHDWHLQ&502QOLQHDEXVLQHVVSDUWQHUPDVWHUUHFRUGIRUWKHORFDWLRQ SODQW WKDWLVXVHGLQ
6$3$32

When availability check is carried out, the SAP APO System determines a location and returns
information on this location for each confirmation schedule line.
1. In the SAP Easy Access Menu, choose 0DVWHU'DWD %XVLQHVV3DUWQHU 0DLQWDLQ%XVLQHVV
3DUWQHU.
2. Choose &UHDWH2UJDQL]DWLRQ and fill in the necessary details, such as:

)LHOG

'HWDLOV

Business partner

/2&

Name

3ODQW

City

%RVWRQ

Country

86$

This business partner is assigned to the location in SAP APO in Set up Customizing for
Availability Check [Page 185], in Step 3 of the section ,Q&502QOLQH.

For more information, see Location Determination in the Sales Order [SAP Library].

CRM Interaction Center: Business Scenario Configuration Guide

3.1 40

CRM Interaction Center

*HQHUDWLRQ

This section describes the generation of SAP Middleware.

*HQHUDWLRQRI2EMHFWVDQG6HUYLFHV

Industry-specific runtime objects must be initially created for the object types delivered with the
installation or recreated after a customer modification affecting the meta-information. If you transport
modified meta-information, you must see the transport log for further information.
Runtime objects that are not specific to your industry are contained in the delivery.
Repository data is maintained and stored in the CRM Server.
For background information, see Repository Administration and Runtime Object Generation [SAP
Library].
For details on how to generate objects and services, see the Implementation Guide under &XVWRPHU
5HODWLRQVKLS0DQDJHPHQW&500LGGOHZDUHDQG5HODWHG&RPSRQHQWV*HQHUDWLQJ,QGXVWU\6SHFLILF
2EMHFWVDQG6HUYLFHV

CRM Interaction Center: Business Scenario Configuration Guide

3.1 41

CRM Interaction Center

5HSOLFDWLRQ

This section describes the process of transferring new and updated data from various systems, for
example from the R/3 System to the CRM System.

5HSOLFDWLRQRI&XVWRPL]LQJ2EMHFWV
3XUSRVH

Before you can start the replication of business object such as business partner, products, or
conditions, you need to load necessary configuration and customizing settings to the CRM Server.
In general, it is necessary to distinguish between initial load from R/3 backend system to CRM Server
and initial load between CRM Server and the Consolidated Database (CDB), which is used for the
distribution to mobile clients. Both processes use different customizing objects as well as application
objects. While there is an existing delta load of customizing objects between CRM Server and CDB, a
similar process between R/3 backend system and CRM Server is not implemented. Therefore, you
need to restart an initial load of customizing objects in order to update customizing settings from R/3
backend to CRM Server.
The customizing objects available in the system are stored in the table SMOFOBJECT and the object
flows defined for these objects are stored in table SMOFINICON.
3UHUHTXLVLWHV

Before you can start the customizing replication, you need to verify that entries for the ISO codes are
unique in the following tables:
7DEOH)LHOGQDPH

'HVFULSWLRQ

T006 / ISOCODE

Unit of measures

T002 / LAISO

Language keys

TCURC / ISOCD

Currency codes

T005 / INTCA

Countries

Although SAP delivers these tables in a consistent state, duplicate ISO entries can occur
because this is not a key field in those tables (especially, if own entries have been set up
with FRS\ functions.)
For more information, see &KHFNLQJ,62&RGHV.
3URFHVV)ORZ

You start the initial replication process for at least one customizing object using transaction 5$6on
the CRM Server. Within the transaction 5$6 you can choose PXOWLSOHVHOHFWLRQ where you can
specify how many and what objects you want to load. After the load process you should monitor the
object load using transaction 5$0.
For more information, see

,QLWLDO/RDGRI&XVWRPL]LQJ2EMHFWV

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPL]LQJ2EMHFWV

CRM Interaction Center: Business Scenario Configuration Guide

3.1 42

CRM Interaction Center

&KHFNLQJ,62&RGHV
8VH

Before starting the Customizing replication, verify that entries for the ISO codes are unique in the
following tables:
7DEOH)LHOG

'HVFULSWLRQ

T006 / ISOCODE

Unit of measures

T002 / LAISO

Language keys

TCURC / ISOCD

Currency codes

T005 / INTCA

Countries

Although SAP delivers these tables in a consistent state, duplicate ISO entries can occur
because this is not a key field in those tables (especially if own entries have been set up
with copy functions).
3URFHGXUH

CRM

Checking ISO Codes

Transaction code

SE16

SAP Menu

Basis Tools ABAP Workbench Overview


Data Browser

1. In the table name field enter 7.


2. Choose Table Contents (Enter).
3. Choose Execute (F8).
4. Check the column ISOCODE for duplicate entries.
5. Repeat these steps for the other tables.

If duplicate ISO codes are detected, they have to be replaced by new ISO codes. The final
result has to be that all tables mentioned hold unique ISO code entries. Multiple entries
with empty ISO codes are possible.
Duplicate entries cannot be deleted directly in transaction 6(. If you want to delete
database records please get advice from experienced consultants or enter an SAP
message.

'HILQH3URGXFW+LHUDUFK\6WUXFWXUH

For more information about product hierarchy structures, see the documentation to the SAP
Implementation Guide (IMG) transaction as mentioned in 'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH
&506\VWHP.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 43

CRM Interaction Center

'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH&50
6\VWHP
3URFHGXUH
&50

'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH&506\VWHP

7UDQVDFWLRQFRGH

6352

,0*3DWK

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

0DVWHU'DWD3URGXFW
'HILQH&DWHJRU\1XPEHULQJ6FKHPHV

3URGXFW&DWHJRU\

1. Choose 1HZ(QWULHV.
2. Select the numbering scheme R3PRODHIER and enter 1XPEHULQJ6FKHPH5 in the field
1XPEHULQJVFKHPH.
3. Click on R3PRODHIER and choose 'HILQHQXPEHULQJVFKHPHOHYHOV in the left dialog structure.
The levels and number of digits for each level need to be exactly the same as in the R/3 Backend
system (for example, 5-5-8 for the SAP standard delivery).

&KHFNLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQ5%DFNHQG
6\VWHP
3URFHGXUH
5

&KHFNLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQ5%DFNHQG6\VWHP

7UDQVDFWLRQFRGH

6(

6$30HQX

7RROV

$%$3:RUNEHQFK'HYHORSPHQW$%$3'LFWLRQDU\

1. In the $%$3'LFWLRQDU\,QLWLDO6FUHHQ enter 352'+6 in the field 9LHZ.


2. Choose 'LVSOD\.
3. In the 'LFWLRQDU\'LVSOD\6WUXFWXUH screen the number of components corresponds to the number
of levels in the CRM system. The field /HQJWK defines the number of digits for each level.

'HILQH3URGXFW,'6HWWLQJV
3URFHGXUH
&50

'HILQLQJ3URGXFW,'6HWWLQJV

7UDQVDFWLRQFRGH

6352

,0*SDWK

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

0DVWHUGDWD3URGXFW%DVLF
'HILQH2XWSXW)RUPDWDQG6WRUDJH)RUPRI3URGXFW,'6

VHWWLQJV

For more information, see the documentation to the IMG activity.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 44

CRM Interaction Center

,QLWLDO/RDGRI&XVWRPL]LQJ2EMHFWV
8VH

You need to load customizing settings from the R/3 Backend system to your CRM Server in order to
prepare the CRM Server for loading R/3 business objects such as customer or materials.
In addition, if you want to use mobile sales or services, you need to load those customizing settings
from the CRM Server to the Consolidated Database (CDB), where the data are stored, that are to be
distributed from CRM application to mobile clients or vice versa. Since CRM server applications and
CRM Mobile applications do not use exact the same data models, different customizing objects are
used for the initial replication.

It is strongly recommended to customize the objects in the CRM Server EHIRUH


transporting them to the CDB. This is necessary to avoid corruption of the data.

The following table gives you an overview of the basic customizing objects for the initial load from the
R/3 backend system to the CRM Server.
Object Name

Description

CRM

DNL_CUST_ACGRPP

Account Group Product

R/3

CRM

DNL_CUST_ADDR

Regional structure

R/3

CRM

DNL_CUST_BASIS

Basis CRM online

R/3

CRM

DNL_CUST_BASIS2

Basis CRM online

R/3

CRM

DNL_CUST_BASIS3

Basis CRM online

R/3

CRM

DNL_CUST_BASIS5

Basis CRM online

R/3

CRM

DNL_CUST_BASIS6

Basis CRM online

R/3

CRM

DNL_CUST_BNKA

Banking Master

R/3

CRM

DNL_CUST_CND

Conditions: Cust. Cond.techn.

R/3

CRM

DNL_CUST_CNDALL

Conditions: Customizing total

R/3

CRM

DNL_CUST_FGD

Free goods

R/3

CRM

DNL_CUST_PAYPL

Payplan

R/3

CRM

DNL_CUST_PRC

Conditions: Cust. Pricing

R/3

CRM

DNL_CUST_PRICE

Sales pricing and pricing item

R/3

CRM

DNL_CUST_PROD0

Material number conversions

R/3

CRM

DNL_CUST_PROD1

Product : categories

R/3

CRM

DNL_CUST_PROD3

Material : R/3 sales status

R/3

CRM

DNL_CUST_S_AREA

R/3 Sales Areas

R/3

CRM

DNL_CUST_SALES

Sales

R/3

CRM

DNL_CUST_SCE

SCE varcond

R/3

CRM

DNL_CUST_SHIP

Sales shipping

R/3

CRM

DNL_CUST_SPROD

Sales product item

R/3

CRM

DNL_CUST_SRVMAS

Customizing: Service Master

6RXUFH

7DUJHW

6LWH

6LWH

R/3

CRM Interaction Center: Business Scenario Configuration Guide

3.1 45

CRM Interaction Center

R/3

CRM

DNL_CUST_T502T

Business Partner: T502T

R/3

CRM

DNL_CUST_TAX

Customizing: Taxes

R/3

CRM

DNL_CUST_TBRC

Business Partner: Industries

R/3

CRM

DNL_CUST_TPFK

Business Partner: TPFK, TPFKT

R/3

CRM

DNL_CUST_TSAB

Business Partner: TSAB, TSABT

R/3

CRM

DNL_CUST_TVAST

Sales Document Blocking Reason

R/3

CRM

DNL_CUST_TVFS

Sales Document Billing: Block

R/3

CRM

DNL_CUST_TVGF

Business Partner: TVGF, TVGFT

R/3

CRM

DNL_CUST_TVIP

Business Partner: TVIP, TVIPT

R/3

CRM

DNL_CUST_TVLS

Deliveries: Blocking Reasons/C

R/3

CRM

DNL_CUST_TVPV

Business Partner: TVPV, TVPVT

The following table gives you an overview of the basic customizing objects for the initial load from
CRM Server to the Consolidated Database (CDB).
6RXUFH

7DUJHW

6LWH

6LWH

2EMHFW1DPH

'HVFULSWLRQ

CRM

CDB

BOTVAK_OBJECT

BOTVAK_OBJECT

CRM

CDB

BOTVAPO_OBJECT

ATP Profile per line item cate

CRM

CDB

CRM_DNLPRDOBJFA

Product Object Family

CRM

CDB

CRM_DNLPRDSCHEM

Numbering Scheme for Hierarchy

CRM

CDB

CRM_DNLPRODTYPE

Definition of Product Types

CRM

CDB

CRM_DNLSUBJPROF

Subject profile

CRM

CDB

CRM_DNL_ACT_CAT

Activity Category

CRM

CDB

CRM_DNL_ACT_H

Activity

CRM

CDB

CRM_DNL_ACT_OBJ

Activity Objective

CRM

CDB

CRM_DNL_ACT_PRI

Activity Priority

CRM

CDB

CRM_DNL_BNKA

Banking Master

CRM

CDB

CRM_DNL_CODEPRG

Code Profile

CRM

CDB

CRM_DNL_CODEPRO

Code Profile

CRM

CDB

CRM_DNL_COPYCU

Service Transtion type

CRM

CDB

CRM_DNL_CYCLE

Sales cycle of the Opportunity

CRM

CDB

CRM_DNL_CYCPHAS

Sales cycle of the Opportunity

CRM

CDB

CRM_DNL_ICATEG

Service Item Category Group

CRM

CDB

CRM_DNL_ITMTYPE

Item type

CRM

CDB

CRM_DNL_IT_ASSG

Item Assignment

CRM

CDB

CRM_DNL_OPPIPOR

Opportunity Class

CRM

CDB

CRM_DNL_OPPORTH

Opportunity header customizing

CRM

CDB

CRM_DNL_OPPTYPE

Object/Opportunity Sub-Type

CRM

CDB

CRM_DNL_ORGMAN

CRM_DNL_ORGMAN

CRM

CDB

CRM_DNL_PAR_FCT

Partner function

CRM Interaction Center: Business Scenario Configuration Guide

3.1 46

CRM Interaction Center

CRM

CDB

CRM_DNL_PAR_PDD

Partner determination definiti

CRM

CDB

CRM_DNL_PAR_PDP

partner determination procedur

CRM

CDB

CRM_DNL_PHASE

Funnel Phase

CRM

CDB

CRM_DNL_PPFTCON

PPF: Actions

CRM

CDB

CRM_DNL_PPFTCU

PPF: Trigger type

CRM

CDB

CRM_DNL_PRDCT

Service Valuation types

CRM

CDB

CRM_DNL_PRDOBJF

Product Object Family

CRM

CDB

CRM_DNL_PROCTYP

Process Type

CRM

CDB

CRM_DNL_PRODUCT

Material number conversions

CRM

CDB

CRM_DNL_PRT_PFT

MSE Partner Function Categorie

CRM

CDB

CRM_DNL_QPC

Code

CRM

CDB

CRM_DNL_QPG

Code Group

CRM

CDB

CRM_DNL_SCAPPT

Appointment type

CRM

CDB

CRM_DNL_SLSITEM

Sales item customizing

CRM

CDB

CRM_DNL_SOURCE

Opportunity source

CRM

CDB

CRM_DNL_SRVCUST

Service Header Customising

CRM

CDB

CRM_DNL_SRV_TY

Service types

CRM

CDB

CRM_DNL_STAREAS

Status Reason

CRM

CDB

CRM_DNL_SUBOB

Service Object types for BTH

CRM

CDB

CRM_DNL_SUBOB_I

Service Object types for BTI

CRM

CDB

CRM_DNL_TAXCNT

TB070

CRM

CDB

CRM_DNL_TAXCN_T

TB070T

CRM

CDB

CRM_DNL_TEXT_O

Text Object Definition

CRM

CDB

CRM_DNL_TEXT_P

Text determination procedure

CRM

CDB

CRM_DNL_TG_TT

TB071

CRM

CDB

CRM_DNL_TIMECTE

Date set profile

CRM

CDB

CRM_DNL_TJ02

System Status

CRM

CDB

CRM_DNL_TJ20

Status profile

CRM

CDB

CRM_DNL_TJ30

User Status

CRM

CDB

CRM_DNL_TQ15

Code Catalog type

CRM

CDB

CRM_DNL_TTXID

Texts on text IDs

CRM

CDB

CRM_DNL_TTXOB

Defaults for object types

CRM

CDB

CRM_DNL_VAL_TY

Service Valuation types

CRM

CDB

CRM_TTE_CNTDEP

Country dependent customizing

CRM

CDB

CRM_TTE_COMMUNI

Community

CRM

CDB

CRM_TTE_INTDATA

Cust. Int Data

CRM

CDB

CRM_TTE_MAP

Cust. Mapping

CRM

CDB

CRM_TTE_SYSDATA

Cust. System Data

CRM

CDB

CRM_TTE_TAXABIL

Cust. Taxability

CRM Interaction Center: Business Scenario Configuration Guide

3.1 47

CRM Interaction Center

CRM

CDB

CUST_CHAN_WRITE

Campaign channels

CRM

CDB

CUST_CTYPT_WRT

Campaign Type

CRM

CDB

CUST_PCAUT_WRT

Campaign authorization

CRM

CDB

CUST_PCOBJ_WRT

Campaign Objective

CRM

CDB

CUST_PCTAC_WRT

Campaign Tactics

CRM

CDB

CUST_PRCPROCDET

Determination of Pricing Proce

CRM

CDB

CUST_PRCPROC_DE

CUST_PRCPROC_DET-SalesDoc

CRM

CDB

CUST_PRIOR_WRT

Allocation Priority

CRM

CDB

CUST_PRIOTX_WRT

Campaign Priority

CRM

CDB

CUST_STUS_WRITE

Allocation itrem status

CRM

CDB

DNLITEMSTATUS

Opportunity item status

CRM

CDB

DNL_CRM_IBA_CTY

Ibase(service) component Type

CRM

CDB

DNL_CRM_IBA_TYP

Ibase Types

CRM

CDB

DNL_CUST_ART_NO

Product : categories

CRM

CDB

DNL_CUST_AU_CON

Sales Document Types: Texts

CRM

CDB

DNL_CUST_BNKA1

Banking information CRM->CDB

CRM

CDB

DNL_CUST_CLASS

Sales

CRM

CDB

DNL_CUST_COUNTR

Business Partner :T005 series

CRM

CDB

DNL_CUST_CREDIT

Business Partner: TFACT

CRM

CDB

DNL_CUST_CURREN

Currency

CRM

CDB

DNL_CUST_CUST1

Business Partner: 151,188,189

CRM

CDB

DNL_CUST_CUST2

Business Partner: TPRIT

CRM

CDB

DNL_CUST_CUST3

Business Partner :TVGFT

CRM

CDB

DNL_CUST_GLOBAL

Business Partner: TSAB, TSABT

CRM

CDB

DNL_CUST_INDUST

Business Partner: T016T

CRM

CDB

DNL_CUST_IT_CAT

Sales document item categories

CRM

CDB

DNL_CUST_LANGU

Business Partner: T002, T002T

CRM

CDB

DNL_CUST_MAT1

Sales shipping

CRM

CDB

DNL_CUST_MTART

Item Category Group

CRM

CDB

DNL_CUST_PAFUNC

Partner Function Groups

CRM

CDB

DNL_CUST_PERS1

Business Partner: TPKFT, SABT

CRM

CDB

DNL_CUST_PERS3

Business Partner: TB010

CRM

CDB

DNL_CUST_SD_CON

DNL_CUST_SD_CON

CRM

CDB

DNL_CUST_SD_OR1

Business Partner: Vast

CRM

CDB

DNL_CUST_SD_OR2

Business Partner : VFST

CRM

CDB

DNL_CUST_STOCK

Process Type

CRM

CDB

DNL_CUST_SYSMSG

Messages

CRM

CDB

DNL_CUST_SYS_TB

Contains SMONRIV

CRM

CDB

DNL_CUST_UNITS

CRM Interaction Center: Business Scenario Configuration Guide

3.1 48

CRM Interaction Center


3URFHGXUH
&50

5HSOLFDWLQJ&XVWRPHUV

7UDQVDFWLRQFRGH

R3AS

6$30HQX

0LGGOHZDUH 

'DWD([FKDQJH  ,QLWLDO/RDG 6WDUW

1. In the /RDG2EMHFW field, enter <object name>.


2. In the 6RXUFH6LWH field enter the site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter
the site ID of the receiving system.
3. To run the replication, choose ([HFXWH ) .

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPL]LQJ2EMHFWV
8VH

You use this activity in order to check the completeness of the replication of customizing objects.
3URFHGXUH

CRM

Monitoring Replication Status

Transaction code

R3AM1

SAP Menu

Middleware Data Exchange Initial Load Monitor


Objects

1. In the Object Name field, enter the downloaded object to get the download status of this object.
You can also make no entry to get the status of all downloaded objects.
2. The replication is complete if all objects have the status Done.
In case of problems during replication, call the transaction 60:3(Middleware Portal)
and search for error states in the area 5XQWLPH,QIRUPDWLRQ.

'DWD([FKDQJHIRU2UJDQL]DWLRQDO'DWD
8VH

Within the CRM system group, organizational data (for example, sales organization, distribution
channel) must be available in all systems in order that the exchange of master data and documents is
possible. Additionally, organizational data must be maintained consistently in all systems concerned.
If you use an R/3 System with CRM, the following organizational data is transferred from the R/3
System to the CRM System during the initial data transfer for Customizing:

Distribution Channel

Division

Default combinations of distribution channels and divisions

This data is defined as attributes in the CRM System, and not independent units.
You can find further information on initial data transfer under Replication of Customizing Objects [Page
42].
During initial data transfer of Customizing data from the R/3 System, the following data is not
transferred:

Sales organization

CRM Interaction Center: Business Scenario Configuration Guide

3.1 49

CRM Interaction Center

Sales office

Sales group

Sales area [SAP Library] (a combination of sales organization, distribution channel, division)

When processing the organizational model, R/3 organizational units are displayed on the
7\SH tab page, however this takes place through an RFC connection to a connected R/3
System. R/3 organizational units are not transferred with Customizing to the CRM server.
You have to transfer this data in a separate process step, or create it manually in the CRM System.
)HDWXUHV

To ensure that the required organizational data is available in all systems concerned, you can transfer
organizational data in CRM from one system to another. The following possibilities are available:

Copying the sales structure from the R/3 System to CRM Online
You can transfer sales areas as well as sales offices and sales groups from R/3 to CRM with
one program. After transfer, it is often necessary to post-process the structure.
You can find further information under copying the sales structure from R/3 to CRM Online
[Page 50].

Creating the organizational model manually in CRM Online [Page 52]


This can be useful, if you only wish to use a part of the sales areas from the R/3 System in
CRM.

Distributing the organizational plan from the R/3 HR System using ALE
This can be useful if you use Organizational Management in the OLTP R/3 System, for
example with SAP Workflow, and you have already created a detailed organizational model.
You can find further information under Distributing the organizational plan from R/3 HR with
ALE [Page 53]. See also SAP Note 312090.

Copying the organizational model from CRM Online to CRM Mobile


You can find further information under Transferring the organizational model from CRM Online
to CRM Mobile [Page 54]

&RS\LQJWKH6DOHV6WUXFWXUHIURP5WR&502QOLQH
3XUSRVH

If you use the R/3 System as a back end system in CRM, you need the sales structure from the R/3
System in order to transfer or create master data (for example, business partner, products, and
conditions) in CRM.
The following documentation explains how you can transfer the sales structure from 6DOHVDQG
'LVWULEXWLRQ (SD) of the R/3 System to CRM Online.
By copying the sales structure, you can ensure that the structures in the R/3 OLTP System and in
CRM Online correspond as far as possible. Corresponding sales structures is a prerequisite for being
able to replicate sales documents into R/3 and exchange master data (for example, business partner
and products) between systems.
3UHUHTXLVLWHV

You have set up a sales structure in R/3. You can find further information under Defining the sales
structure in the OLTP R/3 System [SAP Library].

CRM Interaction Center: Business Scenario Configuration Guide

3.1 50

CRM Interaction Center

The connection to the R/3 System has been set up. You can find further information under
Communication Setup Overview [Page 14].

You transferred the distribution channels, and divisions if required, during the initial data transfer
for Customizing objects. You can find further information under Initial Load of Customizing Objects
[Page 45].

3URFHVV)ORZ

1. You execute the program for transferring the sales structure. You can find the program in the
Implementation Guide (IMG) for &XVWRPHU5HODWLRQVKLS0DQDJHPHQWunder 0DVWHU'DWD
2UJDQL]DWLRQDO0DQDJHPHQW'DWD7UDQVIHU&RS\56DOHV6WUXFWXUH See the information in
the IMG documentation.
2. The system copies the sales structure, or the selected sales areas.
To ensure a structure that matches the R/3 sales structure as far as possible, and at the same
time to make use of CRM Organizational Management options, the R/3 sales structure is
displayed as follows:

An own organizational unit is created for sales organizations, distribution channels and sales
groups.

If several sales offices are assigned to one sales group in the R/3 System, the first assignment
is transferred during copying. A sales group cannot be assigned to several offices in CRM
Online.

The currency of the company code of the R/3 sales organization is assigned as an attribute of
the corresponding sales organization in CRM Online.

Distribution channel and division are displayed as an attribute of their own organizational unit.

3. If the system can determine a unique R/3 dummy division (R/3 header division), it enters this
division automatically.
4. In order to be able to use the organizational structure in CRM Organizational Management, carry
out the following post-processing steps according to the requirements of your enterprise in the
IMG for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW under 0DVWHU'DWD2UJDQL]DWLRQDO0DQDJHPHQW
2UJDQL]DWLRQDO0RGHO&KDQJH2UJDQL]DWLRQDO0RGHO:
a. Check the descriptions of the organizational units and change these to appropriate names, if
required.
b. Complete missing organizational units, for example organizational units for Sales or Service
processes.
c.

Assign further attributes, for example postal code area and product groups for the required
scenarios (Sales or Service).

d. Complete positions and assign employees to the positions.


You can find more information on editing the organizational model under displaying/editing
objects [SAP Library].

See of the following notes for executing the program for copying the R/3 sales structure:

If the organizational model is created automatically with this program, a possibly already
existing organizational model is not changed or overwritten. For this reason, ensure that
organizational units or structures have not already been created manually in CRM Online
before executing the report. Otherwise errors may occur during organizational data
determination and during business partner and product data maintenance, as two parallel
structures exist in the system.

For this reason, you can execute this program only once. Where necessary, you have to
make corrections manually in Organizational Model Maintenance.

You cannot undo the organizational model according to the R/3 sales structure in CRM
Online once it has been created.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 51

CRM Interaction Center


([DPSOH

The following graphic shows how a simple sales structure from the R/3 System is displayed after
transfer to CRM Online:

6DOHV$UHDVLQ5

2UJDQL]DWLRQDO0RGHOLQ&50

Company Code

  
     
 !
 
 
 
 

Root Node



















')#)$&#,'
')#)$&# "

28
28

    

= SlsOrg

= SlsOrg




 
 
 !
 

28

"#%$&#('

28

')#*$+# "

.-  &
/
054.
6
 7
6 
    / 10          
 !
32 0    ,  
    2 ,

6HHDOVR

Creating the organizational model manually in CRM [Page 52]

&UHDWLQJWKH2UJDQL]DWLRQDO0RGHO0DQXDOO\LQ&50
8VH

It may be useful in the following cases to create the organizational model manually in CRM Online:

You use CRM without an R/3 System as a back end.

After automatic transfer with the program for copying the R/3 sales structure, it would be
complicated to post-process the organizational model.

You do not wish to use the program for copying the R/3 sales structure for other reasons.

3UHUHTXLVLWHV

Before creating the organizational model in CRM, you have carried out the following activities:
1. You have analyzed the sales structure of your R/3 System and decided which sales areas, which
sales offices and sales groups you require in CRM Online. You can find the R/3 sales structure in
the IMG of the R/3 System under (QWHUSULVH6WUXFWXUH'HILQLWLRQ6DOHVDQG'LVWULEXWLRQ
2. You have decided whether you are using divisions in the CRM System. If you are not using
divisions, you have switched off the use of divisions in Customizing for CRM under 0DVWHU'DWD
2UJDQL]DWLRQDO0DQDJHPHQW'LYLVLRQ6HWWLQJV'HILQH8VHRI'LYLVLRQDQG'XPP\'LYLVLRQ.
3. You have transferred the required distribution channels and divisions, if required, with the initial
data transfer. You can find further information under Replication of Customizing Objects [Page
42].
CRM Interaction Center: Business Scenario Configuration Guide

3.1 52

CRM Interaction Center


3URFHGXUH

In order to create an organizational model in CRM Online according to the example of the sales
structure in R/3 6DOHVDQG'LVWULEXWLRQ 6' , proceed as follows:
1. Create an organizational model in Customizing for CRM under 0DVWHU'DWD2UJDQL]DWLRQDO
0DQDJHPHQW2UJDQL]DWLRQDO0RGHO&UHDWH2UJDQL]DWLRQDO0RGHO, and define sales
organizations, sales offices and sales groups in it.
You can find more information on creating the organizational model under Creating objects
[SAP Library].
2. Enter the corresponding organizational units in the R/3 System (mapping).
3. Define the sales areas by assigning the sales organization, distribution channels and divisions
as attributes.

You can also assign distribution channels and divisions to organizational units below a
sales organization (for example, a sales office). The system then reads the sales area with
the higher-level sales organization.
4. Define a dummy division [SAP Library] for data exchange with the R/3 System (for example, of
business partner master data, or sales documents) in Customizing for CRM under 0DVWHU
'DWD2UJDQL]DWLRQDO0DQDJHPHQW'LYLVLRQ6HWWLQJV'HILQH8VHRI'LYLVLRQDQG
'XPP\'LYLVLRQ

You can find further information on the function of the dummy division in the corresponding
IMG documentation.
5HVXOW

You can enhance this organizational model in order to likewise display your Service and Purchasing
processes.
You can also use this organizational model for the implementation of workflow management.
6HHDOVR

Copying the sales structure from R/3 to CRM Online [Page 50]

'LVWULEXWLQJWKH2UJDQL]DWLRQDO3ODQIURP5+5ZLWK
$/(
8VH

If you wish to use R/3 HR, and you have maintained the organizational plan there, you can distribute
this organizational plan to CRM Online with ALE (Application Link Enabling). In this way, you are
spared double maintenance of the organizational model in two different systems.
In this scenario, R/3 HR is the leading system. You have to make changes to the organizational plan in
the R/3 HR System, and you have to update CRM Online regularly.
You can find further information in the Implementation Guide (IMG) of the HR System under %DVLV
(ALE) 0RGHODQG,PSOHPHQW%XVLQHVV3URFHVVHV&RQILJXUH3UH
GHILQHG$/(%XVLQHVV3URFHVVHV+XPDQ5HVRXUFHV0DQDJHPHQW'LVWULEXWLQJ0DVWHU'DWD

$SSOLFDWLRQ/LQN(QDEOLQJ

6HWXS'LVWULEXWHG2UJDQL]DWLRQDO0DQDJHPHQW

If you distributed employee master data using ALE, you cannot create or maintain employee master
data in CRM.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 53

CRM Interaction Center


$FWLYLWLHV

After distributing the organizational model, you have to make the following settings in Customizing for
6$3&50:

Integration of organizational units with the business partner master records


You can find further information in the IMG for &50 under 0DVWHUGDWD %XVLQHVV3DUWQHU
,QWHJUDWLRQ%XVLQHVV3DUWQHU2UJDQL]DWLRQDO0DQDJHPHQW

Integration of employee master records with the business partner master records
You can find further information in the IMG for &50 under 0DVWHUGDWD %XVLQHVV3DUWQHU
,QWHJUDWLRQ%XVLQHVV3DUWQHU(PSOR\HH

Different number ranges for employee master records in R/3 and in CRM.
You can find further information in the IMG for %DVLV (SAP Web Application Server) under
6$3 %XVLQHVV0DQDJHPHQW6$3%XVLQHVV:RUNIORZ%DVLF6HWWLQJV1XPEHU5DQJH
0DLQWHQDQFH.

6HHDOVR

Distributed Organizational Management [SAP Library]

Take note of SAP Note 312090 when distributing the HR Organizational Model into CRM
with ALE.

7UDQVIHUULQJWKH2UJDQL]DWLRQDO0RGHOIURP&502QOLQH
WR&500RELOH
3XUSRVH

You can transfer the organizational structure from the CRM Online System for Sales Service via
Middleware to mobile applications.
3URFHVV)ORZ

You start the transfer in Customizing for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW under 0DVWHU'DWD


2UJDQL]DWLRQDO0DQDJHPHQW'DWD7UDQVIHU&RS\2UJDQL]DWLRQDO6WUXFWXUHWR&500RELOH.
See the corresponding information in the Implementation Guide (IMG) documentation.
5HVXOW

Sales areas from CRM Online are available on your laptops.

The organizational structure as an employee hierarchy also becomes available on the laptop.

7D[HVYLDWKH7UDQVDFWLRQ7D[(QJLQH 77(

Depending on the billing scenario used - CRM invoice or R/3 invoice, you will use one of the following
scenarios for determining tax:

Transaction Tax Engine (CRM Invoice)

CRM Interaction Center: Business Scenario Configuration Guide

3.1 54

CRM Interaction Center

Condition Technique (R/3 Invoice)

The following activities are needed to configure your system for tax calculation via the TTE:
1. Connectivity Activities [Page 56]
2. Master Data Replication for the Business Partner [Page 59]
3. Initial Customizing Download [Page 63]
4. Master Data Replication for the Product [Page 64]

0DVWHU'DWD5HSOLFDWLRQ

To replicate tax-relevant master data from R/3 to CRM for both of these methods, you:

Make assignment settings in Customizing tables

Initiate a Customizing Download to transfer these Customizing tables to the CRM system

$FWLYLW\2YHUYLHZIRU0DVWHU'DWD5HSOLFDWLRQ

6\VWHP

Define Business Partner and Product Tax Types [Page 59]

R/3

Define Business Partner Tax Groups [Page 60]

R/3

Define Business Partner Assignment Settings [Page 61]

R/3

Execute Validation Report for Business Partner Assignment Settings [Page 62]

R/3

Initiate Customizing Download [Page 63]

CRM

Define Product Tax Groups [Page 64]

CRM

Define Product Tax Assignment from R/3 to CRM [Page 65]

CRM

Execute Validation Report for Product Assignment Settings [Page 66]

CRM

CRM Interaction Center: Business Scenario Configuration Guide

3.1 55

CRM Interaction Center

*UDSKLFDO2YHUYLHZ

5

&50

0DLQWDLQ%3

&XVWRPL]LQJ

0DLQWDLQ3URGXFW

$VVLJQPHQW6HWWLQJV

'RZQORDG

$VVLJQPHQW6HWWLQJV

0DLQWDLQ%3

([HFXWH

0DLQWDLQ

([HFXWH

7D[*URXSV

9DOLGDWLRQ

3URGXFW7D[

9DOLGDWLRQ

DQG7D[

5HSRUW

*URXSV

5HSRUW

7\SHV

&RQQHFWLYLW\
7D[&DOFXODWLRQYLDWKH7UDQVDFWLRQ7D[(QJLQH

The Transaction Tax Engine (TTE) is an integral part of the Internet Pricing and Configurator (IPC).
For information on:
Setting up and installing the IPC, see The Internet Pricing and Configurator [SAP Library].
TTE-specific settings for the IPC administrator, see TTE Settings for the IPC Administrator [Page 56].
US-Specific information, see USA: Country-Specific Settings [Page 67].

77(6HWWLQJVIRUWKH,3&$GPLQLVWUDWRU

When pricing is required and a call to the TTE has to be made via the SPE, the following user exits are
required under the 3ULFLQJ tab:
To access the Internet Pricing and Configurator Administrator, choose Start Programs SAP
Internet Pricing and Configurator Administrator Pricing Engine Parameters
The TTE specific settings are made in the Pricing Engine Parameters
For specific information referring to particular Support Packages, refer to the CSN Note:
449883.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 56

CRM Interaction Center


8VHU([LWV

The following user exits have to be maintained:


Document User Exit

userexits.DocumentTaxUserExit

Item User Exit

userexits.ItemTaxUserExit

Features under the Transaction Tax Engine Tab


Feature

Additional Information

TTE Enabled

Allows you to activate the TTE or


deactivate it. As a default setting, this
option is selected. Leave blank if you do
not use the TTE or you need to isolate the
TTE from the IPC for urgent repair work

Debug

Displays detailed debug information on the


server console when selected

'DWDEDVH$OLDV

Select the name of system where the TTE


configuration settings are maintained

&OLHQW

Select the client in which the TTE


configuration settings are maintained

External Tax Determination

Select this option if you are using tax


software from an external vendor

External Tax Package

This option is only displayed if ([WHUQDO7D[


'HWHUPLQDWLRQ is selected. You use it to
select the relevant external software vendor

WorkArea Refresh Time

Indicates the time for which a tax document that is the input and output document - is
available

Customizing Refresh

Indicates the frequency in which


Customizing settings are refreshed - for
example every 15 minutes. You can select
the Starting Time and the frequency of the
Customizing Refresh

Do Persistent File

Select this option if you want to retain


your tax document for data retention
purposes

Persistent File Path

Path where the tax document is stored


for data retention purposes

Default Indicator

Automatically selects predefined values


and active database

CRM Interaction Center: Business Scenario Configuration Guide

3.1 57

CRM Interaction Center


For specific information referring to particular Support Packages, refer to the CSN Note:
449905.

To access the Internet Pricing and Configurator Administrator, choose Start Programs SAP
Internet Pricing and Configurator Administrator Pricing Engine Parameters

You must:
Install the external tax package on the same machine
The class path settings in the server.bat and the admin.bat must be:

Vertex:
@SET
CLASSPATH_=%CLASSPATH_%;vertex_install_dir\QSCI\lib\equantum.jar;vertex_install_dir\QSCI\lib\qsci.
jar

Taxware :
@SET CLASSPATH_=%CLASSPATH_%;c:\winnt\java\classes\TAXWARE_SAP.zip

However, when the IPC server has to be started from the Service Manager as a service, the
following lines need to be added to the classpath entry of
ipc_install_dir\lib\properties\serverservice.properties :

Vertex:
vertex_install_dir\QSCI\lib\equantum.jar;vertex_install_dir\QSCI\lib\qsci.jar

Taxware :
c:\winnt\java\classes\TAXWARE_SAP.zip

US Settings With the TTE


Make these settings when the external software is called via the TTE
Feature

Settings

TTE Enabled

Select

'HEXJ

Leave blank

'DWDEDVH$OLDV

6HOHFWWKHQDPHRIV\VWHPZKHUHWKH77(
FRQILJXUDWLRQVHWWLQJVDUHPDLQWDLQHG

&OLHQW

6HOHFWWKHFOLHQWLQZKLFKWKH77(
FRQILJXUDWLRQVHWWLQJVDUHPDLQWDLQHG

([WHUQDO7D['HWHUPLQDWLRQ

6HOHFW

([WHUQDO7D[3DFNDJH

6HOHFWWKHUHTXLUHGH[WHUQDOWD[SDFNDJH

:RUN$UHD5HIUHVK7LPH

$VUHTXLUHG

&XVWRPL]LQJ5HIUHVK

$VUHTXLUHG

CRM Interaction Center: Business Scenario Configuration Guide

3.1 58

CRM Interaction Center


Do Persistent File

Leave blank -> When this option is left


blank, the feature Persistent File Path is
not available

US Settings Without the TTE


Make these settings when the external software is called directly (and not via the TTE)
Feature

Settings

TTE Enabled

Leave blank -> When this option is left


blank, the following features are not
available:
Debug
Database Alias
Client
Do Persistent File
Persistent File Path
WorkArea Refresh Time
Customizing Refresh

([WHUQDO7D['HWHUPLQDWLRQ

6HOHFW

([WHUQDO7D[3DFNDJH

6HOHFWWKHUHTXLUHGH[WHUQDOWD[SDFNDJH

%XVLQHVV3DUWQHU5HSOLFDWLRQ2YHUYLHZ

To replicate tax-relevant Business Partner master data, you:


1. Define Business Partner tax types
2.

[Page 59]Define BP tax classification assignment settings [Page 61]

3. Validate Business Partner assignment settings [Page 62]


4. Initiate a Customizing download [Page 63]

'HILQLQJ%XVLQHVV3DUWQHUDQG3URGXFW7D[7\SHV
8VH

To replicate:
R/3 tax categories for Business Partners and products to CRM tax types.
You define CRM tax types in your R/3 system so that you can assign your tax classifications in the
corresponding Customizing tables.
These tables are used to replicate data to the CRM system via the Customizing Download.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 59

CRM Interaction Center


3UHUHTXLVLWHV

You carry out this activity in the R/3 system.


In the R/3 system, you have defined:

Tax categories

Tax countries

Tax classification

3URFHGXUH

In R/3


Choose the transaction 3,70


You branch to the 'HILQH7D[7\SHV screen.

2. Choose 'HILQH7D[7\SHV
3. Choose 1HZ(QWULHV
4. Enter the &RXQWU\.
5. Enter the 7D[7\SH.
6. Indicate, via the checkboxes, if the tax type is relevant for the %XVLQHVV3DUWQHU, 3URGXFW, or both.
7. Save your entries.
5HVXOW

After you have defined tax types for your Business Partner, you
Assign [Page 60] the Business Partner tax group
After you have defined tax types for your product in R/3, you:
Initiate a Customizing download to CRM [Page 63].
Assign the product tax groups to tax types in CRM [Page 64].
([DPSOH

To define a tax type for a product or a Business Partner, make the following entries:

&RXQWU\

7D[7\SH

7D[7\SH'HVFULSWLRQ

%3 FKHFNER[

3URGXFW FKHFNER

US

UTXJ

US Sales Tax

Leave Blank

Select

US

UTXJ

US Sales Tax

Select

Leave Blank

'HILQLQJ%XVLQHVV3DUWQHU7D[*URXSV
8VH

To replicate R/3 Business Partner tax classification to CRM Business Partner tax groups, you have to
define CRM Business Partner tax groups in R/3.
CRM Interaction Center: Business Scenario Configuration Guide

3.1 60

CRM Interaction Center


3UHUHTXLVLWHV

You carry out this activity in the R/3 system.


In the R/3 system, you have defined tax types [Page 59].

3URFHGXUH

In R/3
1. Choose the transaction 3,70
2. Select a 7D[7\SH
3. Choose $VVLJQ%XVLQHVV3DUWQHU7D[*URXS


Choose 1HZ(QWULHV

5. Enter the &RXQWU\.


6. Enter the 5HJLRQ, if required.
If you calculate tax via the jurisdiction method, you must maintain a region.
7. Enter the 7D[7\SH.
8. Enter the 7D[*URXS.
9. Save your entries.

5HVXOW

You can now define the business partner tax classification assignment settings [Page 61].
([DPSOH
&RXQWU\

5HJLRQ

7D[7\SH

7D[*URXS

US

Leave Blank

UTXJ

FULL

'HILQLQJ%XVLQHVV3DUWQHU7D[&ODVVLILFDWLRQ
$VVLJQPHQW6HWWLQJV
8VH

To replicate R/3 tax categories and tax classifications to the CRM system.
3UHUHTXLVLWHV

The R/3 tax categories and tax classifications have been maintained. In addition, you have also
defined:
Tax types for CRM [Page 59]
Tax groups for CRM
[Page 60]

CRM Interaction Center: Business Scenario Configuration Guide

3.1 61

CRM Interaction Center


3URFHGXUH

In R/3


Enter the transaction 3,70


You branch to the 7D[&ODVVLILFDWLRQ0DSSLQJ5WR&50Overview screen.

2. Choose 1HZ(QWULHV.
3. Enter the &RXQWU\.
4. Enter the 5HJLRQ
If you calculate tax via the jurisdiction method, you must maintain a region.
5. Enter the CRM 7D[7\SH.
6. Enter the CRM 7D[*URXS.


Enter the R/3 7D[&DWHJRU\



Enter the R/3 7D[&ODVVLILFDWLRQ

9. Save your entries.

5HVXOW

You have now completed the assignment settings required for the Customizing download [Page 63] to
CRM to replicate your master data.
([DPSOH

To replicate the
R/3 Tax Category, 9$7, and Tax Classification , valid for the UK
to
CRM Tax Type, 9$7, and Tax Group, )XOO, valid for the UK
make the following entries:

7DEOH7D[&ODVVLILFDWLRQ0DSSLQJ5WR&502YHUYLHZ 7UDQVDFWLRQ3,70
&RXQWU\

5HJLRQ

UK

7D[7\SH

7D[*URXS

7D[&DWHJRU\

7D[&ODVVLILFDWLRQ

VAT

FULL

VAT

9DOLGDWLQJ%XVLQHVV3DUWQHU$VVLJQPHQW6HWWLQJV
8VH

To validate Business Partner assignment settings prior to the Customizing Download.


3UHUHTXLVLWHV

You have defined:


Tax types [Page 59]
CRM Interaction Center: Business Scenario Configuration Guide

3.1 62

CRM Interaction Center


Tax groups [Page 60]
Tax classification assignment [Page 61] from R/3 to CRM
3URFHGXUH

Execute the report


CRM_TAX_CUST_VALIDATE_BP

,QLWLDWLQJD&XVWRPL]LQJ'RZQORDG
8VH

To export the tax-relevant Customizing tables for replicating the Business Partner and product taxrelevant master data.

Once an initial Customizing download has been initiated, any further changes to master data in R/3
are automatically replicated in CRM by a delta download.
If you make any changes to your tax-relevant Customizing tables (see the overview table in the
section below, 5HVXOW), you have to initiate a new Customizing download.
3UHUHTXLVLWHV
%XVLQHVV3DUWQHU5HSOLFDWLRQ

1. Define Business Partner tax types


2.

[Page 59]Define BP tax classification assignment settings [Page 61]

3. Validate Business Partner assignment settings [Page 62]

3URGXFW5HSOLFDWLRQ

1. Define product tax groups [Page 64]


2. Define product tax assignment settings
3.

[Page 65]Validate product tax assignment settings [Page 66]

3URFHGXUH

In the CRM menu:



Choose 0LGGOHZDUH'DWD([FKDQJH,QLWLDO/RDG6WDUW

2. Enter the load object '1/B&867B7$;.


3. Enter 6RXUFH6LWH.
In this case, the source site will be an R/3 system
4. Enter 'HVWLQDWLRQ6LWH
In this case, the destination site will be a CRM system.
5. Choose ([HFXWH.
CRM Interaction Center: Business Scenario Configuration Guide

3.1 63

CRM Interaction Center

5HVXOW

From a technical perspective, the following tables have been transported:

([SRUWHGWR
57DEOH

&507DEOH

TSTL
(Valid Tax Categories for each country)
Maintained in the IMG activity:
Define Tax Determination Rules)

TB070 (Define Tax Types)


Contained in the IMG activity:
Define Tax Type/Group for BP/Product

TB071_CM (CRM Tax Groups)

TB071 (Define BP Tax Groups)


Contained in the IMG activity:
Define Tax Type/Group for BP/Product

TBO70_CM (CRM Tax Types


Maintained via the transaction PITC
TB072_CM
(Tax Classification R/3 <-> CRM)
Maintained via the transaction PITM

CRMC_TAX_MAP_BP (BP Tax Classification


for Conditions: Mapping R/3 <-> CRM)
Contained in the IMG activity:
Assignment of Business Partner Data for
Conditions from R/3 to CRM

3URGXFW5HSOLFDWLRQ2YHUYLHZ

To replicate tax-relevant product master data, you


1. Initiate a Customizing download
2.

[Page 63]Define product tax groups [Page 64]

3. Define product tax assignment settings


4.

[Page 65]Validate product tax assignment settings [Page 66]

'HILQLQJ3URGXFW7D[*URXSV
8VH

To assign the CRM product tax group to the CRM tax type so that product tax assignment settings can
be made to replicate master data.

3UHUHTXLVLWHV

Product tax types have been defined [Page 59] and downloaded [Page 63].

CRM Interaction Center: Business Scenario Configuration Guide

3.1 64

CRM Interaction Center


3URFHGXUH

In CRM Customizing:
1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF)XQFWLRQV7D[HV'HILQH7D[7\SH
*URXSIRU3URGXFW

2. Select 7D[7\SHfrom the subdialog 'HILQH7D[7\SH


Product tax types are defined in R/3. Only product tax types that have been defined
and downloaded will be available.


Select $VVLJQ3URGXFW7D[*URXS

4. Enter the &RXQWU\




Enter the 7D[7\SH



Enter the 7D[*URXS


In CRM you can define a product tax group with up to 20 alpha-numerical characters.
However, maintain CRM product tax groups so that they correspond to the R/3 tax
classification.

7. Save your entries.

5HVXOW

You are now ready to define the product tax data assignment settings [Page 65] from R/3 to CRM.
([DPSOH

To assign CRM products with R/3 materials, maintain the values as follows:

&RXQWU\

5HJLRQ

7D[7\SH

7D[*URXS

US

Leave blank

UTXJ

FULL

US

Leave blank

UTXJ

NONE

'HILQLQJ3URGXFW7D[$VVLJQPHQW6HWWLQJV
8VH

To replicate R/3 tax categories and tax classifications for the product to the CRM system.
3UHUHTXLVLWHV

You have defined


Product tax types [Page 59]
Product tax groups [Page 64]

CRM Interaction Center: Business Scenario Configuration Guide

3.1 65

CRM Interaction Center


3URFHGXUH

In the CRM Customizing:


Choose Customer Relationship Management %DVLF)XQFWLRQV7D[HV'DWD7UDQVIHU
'HILQH$VVLJQPHQWRI3URGXFW7D['DWDIURP5WR&50

Enter the &RXQWU\.


Enter the 5HJLRQ.
Enter the 7D[7\SH.
Enter the 7D[*URXS.
Enter the 7D[6HTXHQFH.
Enter the 7D[&ODVVLILFDWLRQ.
Save your entries.
5HVXOW

You are now ready to validate your data transfer settings before proceeding to the Customizing
Download.

9DOLGDWLQJ3URGXFW7D[$VVLJQPHQW6HWWLQJV
8VH

To validate product tax assignment settings prior to the Customizing download.


3UHUHTXLVLWHV

You have defined:


Tax types [Page 59] for the product
Tax groups [Page 64] for the product.
Tax classification assignment [Page 65] from R/3 to CRM for the product.
3URFHGXUH

In CRM Customizing:
Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW %DVLF)XQFWLRQV7D[HV'DWD7UDQVIHU
&KHFN&XVWRPL]LQJRI'DWD7UDQVIHU

5HVXOW

When your assignment settings have been validated, you can proceed with the Customizing
download.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 66

CRM Interaction Center

&RXQWU\6SHFLILF,QIRUPDWLRQ

For country-specific information for tax calculation via the TTE, see:
USA [Page 67]

86$&RXQWU\6SHFLILF6HWWLQJV

US taxes are calculated in CRM with the support of an external system. During the processing of CRM
transactions, such as address maintenance, the external tax system is called to:

'HWHUPLQHMXULVGLFWLRQFRGH

Every master record in which address data is maintained must have a jurisdiction code
that is defined and determined in the external tax system. The CRM system passes the
relevant address data to the external tax system and the external tax system returns the
possible jurisdiction codes that match the address criteria.
For information on setting up the system for jurisdiction code determination, see
Jurisdiction Code Determination Communication.
&DOFXODWHWD[UDWHVDQGDPRXQWV

During sales transaction processing or whenever pricing is carried out, the external tax
system is called for tax calculation. In contrast with the jurisdiction code determination, tax
calculation with an external system using a JAVA-based CRM component, the Internet
Pricing and Configurator (IPC). This external software must be installed on the same
server as the IPC.
For information on setting up the IPC for the external system, see TTE Settings for the
IPC Administrator. [Page 56]

-XULVGLFWLRQ&RGH'HWHUPLQDWLRQ&RPPXQLFDWLRQ

To establish the jurisdiction code communication between the CRM and the external tax system via a
RFC (Remote Function Call), you need to carry out the following activities:

1. Define Physical Destination [Page 68]


2. Define External Tax Calculation [Page 70]
3. Determine Function Call [Page 69]
4. Assign Country for External System [Page 70]

CRM Interaction Center: Business Scenario Configuration Guide

3.1 67

CRM Interaction Center

'HILQLQJ3K\VLFDO'HVWLQDWLRQ
8VH

To create an RFC destination between CRM and the external tax system for jurisdiction code
determination.

3URFHGXUH

In the CRM Customizing:




Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF)XQFWLRQV7D[HV([WHUQDO7D[
'HILQH3K\VLFDO'HVWLQDWLRQ

&DOFXODWLRQ

2. Choose ([HFXWH.
You branch to 5)&'HVWLQDWLRQ6FUHHQ.
3. Choose &UHDWH.
4. Enter a logical name for the RFC destination, such as 9(57(; or 7$;:$5(.
5. Enter 7 in Connection Type.
"T" stands for TCP/IP communication protocol.
6. Enter a short description text.
7. Save your entries.
On saving your entries, the 7HFKQLFDO6HWWLQJV subdialog appears.
8. Define 7HFKQLFDO6HWWLQJV.
You must define the directory path in which the tax system executable or shellscript
program is installed. SAP recommends the following methods for defining the directory
path:
If CRM and the external system are on the same server
Select the radio button $FWLYDWLRQ7\SH- 6WDUWRQ$SSOLFDWLRQ6HUYHU
In the field 3URJUDP, specify the external tax system executable or shellscript program
in addition to the directory path on which it was installed.

If CRM and the external system are on different servers:


Select the radio button $FWLYDWLRQ7\SH- 6WDUWRQ([SOLFLW+RVW
In the field 3URJUDP, specify the external tax system executable or shellscript program
in addition to the directory path on which it was installed.
In the field 7DUJHW+RVW, enter the host name of the server in which the external tax
system resides.

9. Choose 6DYH.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 68

CRM Interaction Center


5HVXOW
)ROORZ2Q3URFHGXUHV
&KRRVH7HVW&RQQHFWLRQWRFKHFN\RXUFRQQHFWLRQ

If any errors occur, check, in addition to verifying that your original entries were correct, that the
following is correct:

Gateway host and service name.

Installation of correct external tax system and correct version.

Installation of external tax system API and correct version for the CRM interface.

Version of RFC libraries.

Permissions set on user account.

&KHFNWKHDYDLODELOLW\RI5)&IRUGHWHUPLQLQJMXULVGLFWLRQ

From the 5)&'HVWLQDWLRQ6FUHHQ, choose


6\VWHP,QIRUPDWLRQ

)XQFWLRQ/LVWIRU5)&B'(7(50,1(B-85,6',&7,21

If this is missing, contact your system administrator.

'HWHUPLQLQJWKH)XQFWLRQ&DOO
8VH

To determine the function call that is used to call the external system for jurisdiction code
determination.
3URFHGXUH

In the CRM Customizing:




Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF)XQFWLRQV7D[HV([WHUQDO7D[
'HWHUPLQDWLRQRI)XQFWLRQ&DOO

&DOFXODWLRQ

2. Enter the data as follows:


Field

Enter

Partner

Event

Select 'HWHUPLQDWLRQRI7D[-XULVGLFWLRQ&RGH
from the pulldown menu.

Destination

Enter the physical destination [Page 68] you


created.

for Taxware or 9 for Vertex.

3. Choose 6DYH

CRM Interaction Center: Business Scenario Configuration Guide

3.1 69

CRM Interaction Center

'HILQLQJ([WHUQDO7D[&DOFXODWLRQ
8VH

To define how CRM accesses the external tax system, you have to define the external partner, the
RFC destination, and the jurisdiction code structure.

3URFHGXUH

In the CRM Customizing:


1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF)XQFWLRQV7D[HV([WHUQDO7D[
&DOFXODWLRQ'HILQH([WHUQDO7D[&DOFXODWLRQ.
2. Choose 1HZ(QWULHV.
3. Enter the data as follows:
Partner - Enter 7 for TAXWARE or V for VERTEX.
Destination - Enter the destination that you created in Defining Physical Destination. [Page 68]
Jurisdiction Code Structure - Enter 2-5-2 for Taxware and 2-3-4-1 for Vertex
4. Save your entries.

$VVLJQLQJ([WHUQDO6\VWHPVWR&RXQWULHV
8VH

To assign a partner (external software system) to a country for jurisdiction code determination.

3URFHGXUH



Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF)XQFWLRQV7D[HV([WHUQDO7D[
&DOFXODWLRQ&RXQWU\$VVLJQPHQWIRU([WHUQDO6\VWHPV 'HWHUPLQDWLRQRI7D[-XULVGLFWLRQ&RGH

2. Choose 1HZ(QWULHV
3. Enter data as required, for example the country 86 and for the partner 7 for Taxware.
4. Choose 6DYH

CRM Interaction Center: Business Scenario Configuration Guide

3.1 70

CRM Interaction Center

0DVWHU'DWD5HSOLFDWLRQIURP5%DFNHQG6\VWHPWR
&506HUYHU
3XUSRVH

Your customer base is an essential part of your customer relationship management system.
Therefore, mySAP CRM offers you a simple way to load your customer base and dependent data
such as contact persons and customer hierarchies to the CRM system. Furthermore, in order to run
your business as usual with your CRM system you can easily load other essential master data such as
materials, conditions, and prices, as well as taxes.
The master data transfer between an R/3 backend system and a CRM system encompasses both the
initial load of data and the perpetual load (delta load) between both systems.
3UHUHTXLVLWHV

Before you can start the initial load of master data, you have to make sure

all necessary customizing objects required for certain master data are successfully loaded to the
CRM system.

the organizational model is successfully set up in the CRM system

the mapping between necessary sales organizations in CRM and R/3 is maintained.
For more information about how to set up the organizational model, see 'LVSOD\LQJ(GLWLQJ
2EMHFWV.

the dummy division is defined


For more information about how to define the dummy division, see in the CRM Implementation
Guide (IMG) under 0DVWHU 'DWD 2UJDQL]DWLRQDO0DQDJHPHQ 'LYLVLRQ6HWWLQJ 'HILQH
8VHRI'LYLVLRQDQG'XPP\'LYLVLRQ.

3URFHVV)ORZ

The initial loads of master data follow a sequence which is given by the dependencies between
different master data:

Business Partner

Contact Person

Customer Hierarchy (optional)

Materials

Conditions and Pricing Procedures

5HSOLFDWLRQRI%XVLQHVV3DUWQHUV
3XUSRVH

Customer master data is the essential base of any customer relationship management system and its
applications. You need to replicate customer master data in order to make your current customer base
available to your CRM applications. The replication process is divided into two steps
Replication of master data from an R/3 backend system to the CRM Server (using the R/3
adapter in the CRM Middleware).
To load the contact persons to the CRM system there are two types of contact person data
according to the R/3 backend system. The first type is business partner relations master data
for Industry Solution R/3 backend systems such as IS Utilities, IS Banking or IS Media. The
second type is contact persons master data for standard R/3 backend systems. The
download object for the first type is BUPA_MAIN and the download object for the second type
is CUSTOMER_MAIN.
CRM Interaction Center: Business Scenario Configuration Guide

3.1 71

CRM Interaction Center


Replication of master data from CRM Server to CRM Mobile (using Business Document
(Bdoc) BUPA_MAIN).
Please do not mix up the Bdoc BUPA_MAIN with the download object BUPA_MAIN.
The replication process is divided into three different phases
Initial data load of customizing and configuration data
Initial data load of application data
Delta load of application data
The following chapter covers the replication of customer or business partner master data from an R/3
backend system to your CRM Server.
3UHUHTXLVLWHV

Before you start the replication process for business partners, you have to make sure that the
replication of the necessary customizing objects has been finished successfully.
For more information, see 5HSOLFDWLRQRI&XVWRPL]LQJ2EMHFWV.
3URFHVV)ORZ

You start the initial replication process for at least one application object using transaction 5$6on
the CRM Server. Within the transaction 5$6 you can choose PXOWLSOHVHOHFWLRQ where you can
specify how many and what objects you want to load. After the load process you should monitor the
object load using transaction 5$0.

'HILQLQJ6RXUFHVIRU%XVLQHVV3DUWQHU&UHDWLRQ

A business partner can be created and maintained in different classifications and in different systems
depending on the business scenario. The following table describes the business partner usage in
different CRM applications. An entry in the column CRM or R/3 indicates that this business partner
classification is mandatory in this system for the specified key capability.
.H\&DSDELOLW\

6DOHV

,QWHUQHW

)LHOG6DOHV

6DOHV

&ODVVLILFDWLRQ

&50

5

&50

5

&XVWRPHU

&RQVXPHU

&50

5

,QWHUDFWLRQ

0DUNHWLQJ

,QWHJUDWHG

6HUYLFH

&HQWHU

0DQDJH

6DOHV

3URYLGHUV

PHQW

3ODQQLQJ

&50

5

&50

5

&50

5

&50

5

5HTXLUHGIRU

3URVSHFWLYH

FXVWRPHU
&RPSHWLWRU

%XVLQHVV3DUWQHU&RQFHSWVLQ5DQG&50

The business partner concepts of the R/3 system and the CRM system are different. Therefore, you
have to define a mapping when exchanging business partners from R/3 to CRM and vice versa.
D 56\VWHP

Every business partner has to be assigned to an account group that determines the properties
of business partners, especially:

Master data fields

Number range

CRM Interaction Center: Business Scenario Configuration Guide

3.1 72

CRM Interaction Center

Specific functionality for sales and distribution

There are more than 20 different account groups available in the standard delivery.

E &506\VWHP

Business partners in the CRM system are grouped by using classifications which determine:

Master data fields

Specific functionality

The number ranges are not directly assigned to the classification. The number range is
determined by the so-called grouping. When creating a business partner you can assign a
grouping to the business partner. If you do not assign a grouping, the system uses the
specified standard grouping for internal or external number assignment.

There are only 5 different classifications

Consumer: Organization

Consumer: Person

Customer

Prospective customer

Competitor

You can assign more than one classification when creating a business partner. The
classifications obey the following hierarchy.
Consumer > Customer > Prospective Customer > Competitor
For example, if you assign the classifications Consumer and Customer to a business
partner the leading classification in the mapping process to account groups in R/3 is the
classification Consumer.
You have to define the mapping of business partner for both directions: from the R/3 system to the
CRM system and vice versa. Thereby you have to:

Map account groups to classifications and make sure that the required fields in both systems
are identical

Map the number ranges

'HILQLQJ1XPEHU$VVLJQPHQW6WUDWHJ\IRU%XVLQHVV
3DUWQHUV

There are two alternatives for mapping the business partner numbers from the R/3 Backend system to
the CRM Server and vice versa.
&KRRVLQJGLIIHUHQWQXPEHUUDQJHV
'HVFULSWLRQ

The business partner IDs of R/3 and CRM business partners are not identical.
There is always an internal assignment table that maps the R/3 business partner ID to the
corresponding CRM business partner to ensure a consistent data exchange.
$GYDQWDJHV

The mapping procedure is easy

No problems with duplicate business partner IDs

CRM Interaction Center: Business Scenario Configuration Guide

3.1 73

CRM Interaction Center


'LVDGYDQWDJHV

Identification of the same business partner in the R/3 Backend system and the CRM Server
application is difficult.
The R/3 ID is only available for searching and is not displayed in the master data record.

3URFHGXUH

When mapping R/3 account groups to CRM business partner groupings and vice versa you choose
always internal number assignment in the receiving system, i.e. a business partner that is created in
R/3 Backend system gets automatically a new ID during the replication to the CRM Server and vice
versa. You can choose the same or different number ranges for the mapping of account group to
classification. To avoid misunderstandings, i.e. customers with the same ID are not identical, it is
recommended to use different number ranges.
([DPSOHIRUPDSSLQJ

CRM Server

R/3 Backend System

Classification

From number to number

Replication
direction

Account
group

From number to number

Customer

1000-1999

Internal
R/3 Backend 0001
number range to CRM
Server

1-999

Internal
number range

Customer

1000-1999

Internal
CRM Server 0001
number range to R/3
Backend

1-999

Internal
number range

The first customer created in the R/3 Backend system gets ID 1 in the R/3 Backend system and ID
1000 in the CRM System.
If the next customer is created in the CRM system he will get the ID 1001 in the CRM system and ID 2
in the R/3 Backend system.
&KRRVLQJLGHQWLFDOQXPEHUUDQJHV
'HVFULSWLRQ

The business partner IDs of R/3 and CRM business partners are identical.
There is always an internal assignment table that maps the R/3 business partner ID to the
corresponding CRM business partner to ensure a consistent data exchange.
$GYDQWDJHV

Identification of the same business partner in OLTP R/3 and CRM system is easy possible
because of using the same ID.

'LVDGYDQWDJHV

The mapping procedure is complicated.

Duplicate business partner IDs may occur if the mapping is not defined correctly.

3URFHGXUH

There are two ways to guarantee identical number ranges.


/HDGLQJV\VWHPDSSURDFK

Define a leading system for business partner maintenance, i.e. business partners belonging to the
same account group or classification are only maintained in the OLTP R/3 or in the CRM system
exclusively.
([DPSOH

Customers (account group 0001) are only maintained in the OLTP R/3, consumers (account group
0170) are only maintained in the CRM system. The account group and the mapped classification
CRM Interaction Center: Business Scenario Configuration Guide

3.1 74

CRM Interaction Center


must have the same number range. For the receiving system external number assignment is
required. You have to make sure that business partner creation in the receiving system is
prohibited.
([DPSOHIRUPDSSLQJ

CRM System

OLTP R/3

Classification

From number to number

Replication
direction

Account
group

From number to number

Customer

1-999

External
R/3 Backend 0001
number range to CRM
Server

1 -999

Internal
number range
(leading)

Consumer

1000-ZZZ

Internal
CRM Server 0170
number range to R/3
(leading)
Backend

1000-ZZZ

External
number range

6HSDUDWHDFFRXQWJURXSDSSURDFK

If the leading system approach is not feasible you can ensure identical number ranges by using
different account groups.
([DPSOH

Customers have to be maintained in the R/3 Backend system and in the CRM system in parallel.
Define one account group (e.g. 0001) for customers that are created in the R/3 Backend system
and have to be replicated in the CRM system. Define an additional account group (e.g. Z001) for
customers that are created in the CRM system and have to be replicated to the R/3 Backend
system. Use different number ranges for these account groups and define external number
assignment in the receiving system.

This approach is not applicable for consumers because there can only be one unique
account group for consumers in the R/3 Backend system. Therefore you have to chose
the leading system approach to ensure identical numbers for consumers in both systems.

CRM System

OLTP R/3

Classification

From number to number

Replication
direction

Account
group

From number to number

Customer

1-999

External
R/3 Backend 0001
number range to CRM
Server

1 -999

Internal
number range
(leading)

Customer

1000-1999

Internal
CRM Server Z001
number range to R/3
(leading)
Backend

1000-1999

External
number range

In the following only the required activities for implementing the separate account group
approach for customers and the leading system approach for consumers are described,
i.e. the CRM system is the leading system for the creation of consumers after the initial
replication from the R/3 Backend system.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 75

CRM Interaction Center

0DSSLQJ%XVLQHVV3DUWQHU0DVWHU'DWDIURP5WR
&50

In order to map the business partner master data from R/3 Backend system to CRM Server you have
to run the following activities:
1. Identifying relevant R/3 account groups.
2. Defining number ranges for CRM business partners.
3. Defining CRM business partner groupings.
4. Mapping R/3 account group to CRM classification
The following table describes all relevant elements that have to be maintained for the mapping of R/3
account groups to CRM classifications. It is also mentioned at which activity the element is maintained.
It is recommend to maintain this table to keep the overview when running the following activities.
5

&50

6WHS

6WHS

6WHS

6WHS

6WHS

6WHS

,QWHUYDO

1XPEHU

$FFRX

1XPE

1XPEHU

&ODVVLILFDWL

*URXSL

1XPE

QW

HU

,QWHUYDO

DVVLJQP

RQ

QJ

HU

DVVLJQP

JURXS

UDQJH

HQW

UDQJH

HQW

0001

01

000010000
0000099999
9

Internal
or
External

Customer

R001

R1

000010000
0000099999
9

External

For the above example, the mapping runs as follows:


1. A business partner for account group  VROGWRSDUW\ is created in the R/3 system.
2. The account group has the number range assignment  and internal number assignment, i.e.
a number is automatically created from the interval for this business
partner, e.g. .
3. The business partner is replicated to the CRM system.
4. The account group is assigned to the classification &XVWRPHU with grouping 5. Grouping
5 is assigned to number range 5 that is identical to the R/3 number range . The R/3
customer that is replicated to the CRM system automatically is created with classification
&XVWRPHU and gets the same number because external number assignment is chosen for the
CRM number range.

,GHQWLI\LQJ5HOHYDQW5$FFRXQW*URXSV
8VH

In the OLTP R/3 analyze the relevant account groups and their assigned number ranges. Identify the
account groups that you are using when creating business partners in the OLTP R/3. For these
account groups a mapping have to be defined in the following activities.
3URFHGXUH

R/3

Identifying Relevant R/3 Account Groups

Transaction code

OVT0

IMG Path

Logistics General Business partners Customers Control


Define account groups and field selection for customer

CRM Interaction Center: Business Scenario Configuration Guide

3.1 76

CRM Interaction Center


1. Select your relevant customer groups.
2. Choose Details (F2).
3. An overview table of the number ranges appears.
Select the field Number range and choose F4 to get the interval for this number range.
In this table, the External field indicates whether the number range is internal or external.
4. Note down the account group information in the table described in the activity Mapping Business
Master Data from R/3 to CRM. It will be used in the following activities.

'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV
3DUW
8VH

For each number ranges of the selected account groups of the OLTP R/3 you have to create a number
range in the CRM system.
3URFHGXUH
&50

'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV ,

7UDQVDFWLRQFRGH

BUCF

,0*3DWK

6$3%XVLQHVV3DUWQHU %XVLQHVV
1XPEHU5DQJHVDQG*URXSLQJV

&URVV$SSOLFDWLRQ&RPSRQHQWV
3DUWQHU

%DVLF6HWWLQJV

'HILQH1XPEHU5DQJHV

1. Choose &KDQJH,QWHUYDOV.
For each different number range identified in the activity ,GHQWLI\LQJ5HOHYDQW5$FFRXQW*URXSV
create a new number range.
2. Choose ,QVHUW,QWHUYDOand enter the number range according to the R/3 number range.
3. Choose the ([W. flag for the number range.
4. Save your entries.

'HILQLQJ&50%XVLQHVV3DUWQHUV*URXSLQJV 3DUW
8VH

For each number range created in the activity 'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV ,


you have to create a grouping. The business partner gets a number from the number range that is
assigned to the grouping. This grouping is only used for defining number ranges for business partners
that are replicated from R/3 to CRM.

These groupings should not be used for creating business partners in the CRM system,
because business partners belonging to these groupings are not replicated to the OLTP
R/3.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 77

CRM Interaction Center

3URFHGXUH
&50

'HILQLQJ&50%XVLQHVV3DUWQHUV*URXSLQJV ,

7UDQVDFWLRQFRGH

SPRO

,0*3DWK

&URVV$SSOLFDWLRQ&RPSRQHQWV

6$3%XVLQHVV3DUWQHU%XVLQHVV
%DVLF6HWWLQJV1XPEHU5DQJHVDQG*URXSLQJV 'HILQH

3DUWQHU

*URXSLQJDQG$VVLJQ1XPEHU5DQJHV

1. Choose 1HZ(QWULHV.
Create a grouping for each number range interval created in the activity 'HILQLQJ1XPEHU5DQJHV
IRU&50%XVLQHVV3DUWQHUV

2. Enter the following values:


)LHOG

9DOXH

5HPDUNV

Grouping

<ID>

Choose a grouping with a leading character


that indicates that this grouping should not be
used when creating business partners in the
CRM system, e.g. R

Short name

<Short name>, e.g. R/3


Customer

Choose a name indicating that this grouping is


used for the corresponding R/3 account group

Description

<Description>, e.g. R/3


Customer

Number range

<Number range>

Choose one of the number ranges you have


created before.

External

Selected

External number assignment is required.

Deselected

This field has to be set only for the grouping


that is used for the classification &RQVXPHU



Choose (QWHU

Int.Std.Grping

3HUVRQ

Ext.Std.Grping

Deselected

4. Save your entries.

&UHDWLQJ55HIHUHQFH&XVWRPHU
8VH

This activity is not valid

for R/3 releases less than 4.6

if a reference customer for consumer is already created

Business partners with the classification Consumer: Persons are distributed as business partner
master data for consumers to the R/3 system (as of release 4.6). The sales area data copied from the
reference business partner to the business partner master records for consumers in the CRM is not
distributed to the customer master records in the R/3 system. The sales area data for consumers in
the R/3 system is determined from the R/3 reference customer. For these data use an existing account
group you created as customer master records for consumers in the R/3 system, e.g. account group
0170.
CRM Interaction Center: Business Scenario Configuration Guide

3.1 78

CRM Interaction Center


You have to create a customer master record that can be used as reference customer. This customer
must have consistent sales area data for all sales areas that can be assigned to a consumer which is
created in the CRM system.

Do not choose an existing customer as reference business partner.


The reference customer does not have to be a consumer himself. Create the reference
customer as Sold-To-Party.
3URFHGXUH

R/3

Creating R/3 Reference Customer

Transaction code

XD01

SAP Menu

Logistics Logistics Execution Master Data Partner Customer


Create Total

1. Create a new customer master record and maintain all relevant data. You can also copy this
business partner from an existing business partner where typical sales area data is maintained
already.

$VVLJQLQJ&RQVXPHUWR5HIHUHQFH&XVWRPHU
8VH

This activity is not valid

for R/3 releases less than 4.6

if a reference customer for consumer is already created

There is only one reference customer in an R/3 client. This reference customer is implicitly assigned to
the account group for consumers.
3URFHGXUH
5

$VVLJQLQJ&RQVXPHU5HIHUHQFH&XVWRPHU

7UDQVDFWLRQFRGH

VD07

6$30HQX

/RJLVWLFV

6DOHVDQG'LVWULEXWLRQ0DVWHU'DWD%XVLQHVV3DUWQHUV
&XVWRPHU$VVLJQ&RQVXPHUUHI&XVWRPHU

1. In the field 5HIFXVWRPHU enter the business partner you have created in the activity &UHDWLQJ
%XVLQHVV3DUWQHUIRU5HIHUHQFH&XVWRPHU

2. Choose (QWHU
3. Save your entries.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 79

CRM Interaction Center

&UHDWLQJ$FFRXQW*URXSIRU&50&RQVXPHUV
8VH

This activity is only valid for R/3 system releases less than 4.6
You have to create a new account group for the mapping of business partner classifications
Consumer: Organizations and Consumer: Persons. The mapping is described in the following activity.
3URFHGXUH

R/3

Creating Account Group for Consumers

Transaction code

OVT0

IMG Path

Logistics General Logistics Basic Data: Business partners


Customers Control Define account groups and field selection for
customer

1. Create a new account groups by copying account group 0001.


2. Select account group 0001 and choose Copy as.
3. Enter the following values:
Field

Value

Remarks

Account Group (ID)

<ID>

Choose an ID beginning with Z , e.g. Z0170.

Account Group (Name)

<Short name>

Choose a name indicating that this account


group is used for the mapping of CRM
consumers, e.g. CRM Consumers.

Number range

<Number range ID>

Choose a number range corresponding to the


number range for the classification Consumer
in the CRM system.

4. Save your entries.

0DSSLQJ5$FFRXQW*URXSVWR&50&ODVVLILFDWLRQV
8VH

For each of the OLTP R/3 account groups you have to define a mapping to a CRM business partner
classification and grouping. In the CRM system, the following business partner classifications exist:

Customer

Consumer: Organization

Consumer: Person

Sales Prospect

Competitor

3URFHGXUH
5

0DSSLQJ5$FFRXQW*URXSVWR&50&ODVVLILFDWLRQV

7UDQVDFWLRQFRGH

PIDE

CRM Interaction Center: Business Scenario Configuration Guide

3.1 80

CRM Interaction Center


For each account group you have to specify the classification (for example &RQVXPHU) and the
grouping (that is, number ranges).
1. In the dialog structure choose 5&50$VVLJQ$FFRXQW*USWR%3&ODVVLILFDWLRQ.
2. Choose 1HZHQWULHV.
3. Enter the following values:
)LHOG

9DOXH

5HPDUNV

Account Group

<Account Group ID>

Create an entry for every R/3 account group


even if no mapping should be defined for this
account group

Name

<Short name of account


group>

Determined automatically

Classification

<ID of the CRM business


partner classification>

Choose the relevant classification to which the


account group should be assigned. Leave this
field empty if no assignment is necessary, i.e.
business partners of this account group dont
have to be replicated to the CRM system.
The account group for consumers (e.g. 0170)
have to be assigned to the classification
&RQVXPHU3HUVRQ.

Grouping

<Grouping of the CRM


system>

Choose the grouping that was created for this


classification.

External

Selected

External number assignment is required to


make sure that the business partner numbers
are identical in R/3 and CRM.

([DPSOH
$FFRXQW*URXS

1DPH

&ODVVLILFDWLRQ

*URXSLQJ

([WHUQDO

0001

Sold-to party

Customer

R001

Selected

0002

Goods recipient

Customer

R001

Selected

0005

Prospective customer

Sales Prospect

R001

Selected

0006

Competitor

Competitors

R001

Selected

0170

Consumer

Consumer: Person

R002

Selected

...

...

...

0DSSLQJ%XVLQHVV3DUWQHU0DVWHU'DWDIURP&50WR
5

In order to map the business partner master data from CRM to R/3 you have to run the following
activities:
1. Defining number ranges for CRM business partners.
2. Defining CRM business partner groupings.
CRM Interaction Center: Business Scenario Configuration Guide

3.1 81

CRM Interaction Center


3. Creating R/3 business partner number ranges.
4. Creating R/3 account groups.
5. Mapping CRM classifications to R/3 account groups.
The following table describes all relevant elements that have to be maintained for the mapping of CRM
classifications to R/3 account groups. It is also mentioned at which activity the element is maintained.
It is recommend to maintain this table to keep the overview when running the following activities.
&50

5

&ODVVLILFDWL

*URXSL

1XPE

1XPEHU

$FFRX

1XPE

RQ

QJ

HU

DVVLJQP

QW

HU

DVVLJQP

UDQJH

HQW

JURXS

UDQJH

HQW

6WHS

6WHS

6WHS

6WHS

6WHS

C1

000010000
0000099999
9

External

6WHS

6WHS

6WHS

,QWHUYDO

6WHS

,QWHUYDO

1XPEHU



Customer

C001

C1

000010000
0000099999
9

Internal
or
External

Z001



For the example above the mapping runs as follows:


1. A business partner with classification &XVWRPHU and grouping C001 is created in the CRM system.
2. The grouping C001 has the number range assignment & and internal number assignment, i.e. a
number is automatically created from the interval for this business
partner, e.g. .
3. The business partner is replicated to the R/3 system.
4. The classification is assigned to the account group = VROGWRSDUW\  The number range &
with the same interval as R/3 number range & is assigned to account group = The CRM
business partner that is replicated from the CRM system to the R/3 system gets the CRM number
because external number assignment is chosen for the R/3 number range.

'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV
3DUW
8VH

For the business partners created in the CRM system you have to define number ranges. You can
define one number range for all classifications or define for example a separate number range for
each classification.
3URFHGXUH
&50

'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV ,,

7UDQVDFWLRQFRGH

BUCF

,0*3DWK

6$3%XVLQHVV3DUWQHU%XVLQHVV
%DVLF6HWWLQJV 1XPEHU5DQJHVDQG*URXSLQJV 'HILQH

&URVV$SSOLFDWLRQ&RPSRQHQWV
3DUWQHU

1XPEHU5DQJHV

1. Choose &KDQJH,QWHUYDOV.
2. Choose ,QVHUW,QWHUYDO and enter the new number range. Make sure that this interval is not used in
the R/3 system for business partners.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 82

CRM Interaction Center


3. It is recommended to use internal number assignment. Therefore the ([W. flag should not be
selected.
4. Save your entries.

'HILQLQJ&50%XVLQHVV3DUWQHUV*URXSLQJV 3DUW
8VH

For each number range created in the activity 'HILQLQJ1XPEHU5DQJHVIRU&50%XVLQHVV3DUWQHUV


,, you have to create a grouping. This grouping has to be assigned manually or automatically when
creating a business partner. The business partner gets a number from the number range that is
assigned to the grouping.
3URFHGXUH
&50

'HILQLQJ&50%XVLQHVV3DUWQHUV*URXSLQJV ,,

7UDQVDFWLRQFRGH

SPRO

,0*3DWK

&URVV$SSOLFDWLRQ&RPSRQHQWV 6$3%XVLQHVV3DUWQHU %XVLQHVV

%DVLF6HWWLQJV 1XPEHU5DQJHV DQG*URXSLQJV 'HILQH

3DUWQHU

*URXSLQJDQG$VVLJQ1XPEHU5DQJHV

1. Choose 1HZ(QWULHV.
Create a grouping for each number range interval created in the activity 'HILQLQJ1XPEHU5DQJHV
IRU&50%XVLQHVV3DUWQHUV

2. Enter the following values:


)LHOG

9DOXH

5HPDUNV

Grouping

<ID>

Choose a grouping with a leading character


that indicates that this grouping should be used
when creating business partners in the CRM
system, e.g. C

Short name

<Short name>, e.g. CRM


Customer

Choose a name indicating that this grouping is


used for the corresponding R/3 account group

Description

<Description>, e.g. CRN


Customer

Number range

<Number range>

Choose one of the number ranges you have


created before.

External

<Flag for external number


assignment>

Set automatically according to the selected


number range



Choose (QWHU

Int.Std.Grping

Deselected

Ext.Std.Grping

Deselected

4. Save your entries

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

&UHDWLQJ5%XVLQHVV3DUWQHU1XPEHU5DQJHV
8VH

For all number ranges created in the CRM system as described in 'HILQLQJ&50%XVLQHVV3DUWQHU
1XPEHU5DQJHV 3DUW  you have to define a corresponding number range in the R/3 Backend
system. This is necessary to ensure that a business partners created in the CRM system get the same
ID when they are replicated to the R/3 Backend system.
3URFHGXUH
5

'HILQLQJ5%XVLQHVV3DUWQHU1XPEHU5DQJHV

7UDQVDFWLRQFRGH

OVZC

,0*3DWK

/RJLVWLFV*HQHUDO

&XVWRPHUV&RQWURO

%XVLQHVV3DUWQHU

'HILQHDQGDVVLJQFXVWRPHUQXPEHUUDQJHV

1. Choose Define Number Ranges for Customer Master.


2. Choose Change Intervals.
3. Choose Insert Interval and enter the number range according to the CRM number range created
in the activity Defining CRM Business Partner Number Ranges II.
4. The Ext. flag has to be selected.
5. Save your entries.

&UHDWLQJ5$FFRXQW*URXSV
8VH

In order to map the CRM business partner classifications to R/3 account groups for the replication of
business partners from the CRM system to the OLTP R/3 you have to define a separate account
group for each classification (exception: &RQVXPHU3HUVRQ)
You cant use the same account groups that you have chosen for the replication from the OLTP R/3
into the CRM system, because this would cause inconsistencies. For example: Account group is
mapped to classification &XVWRPHU for both replication directions R/3 CRM and CRM R/3. When
two different customers are created at the same time in R/3 and CRM it is possible that they get the
same number. In this case the replication would not work because the customer number that have to
be created in the receiving system is already blocked.

These account groups should not be used for creating business partners in the R/3
system, because business partners belonging to these account groups are not replicated
to the CRM system.
3URFHGXUH
5

&UHDWLQJ5$FFRXQW*URXSV

7UDQVDFWLRQFRGH

OVT0

,0*3DWK

/RJLVWLFV*HQHUDO

%XVLQHVV3DUWQHU&XVWRPHUV&RQWURO'HILQH

$FFRXQW*URXSVDQG)LHOG6HOHFWLRQIRU&XVWRPHU

1. Create account groups for each CRM classification according to the following recommendation:

CRM Interaction Center: Business Scenario Configuration Guide

3.1 84

CRM Interaction Center

&50&ODVVLILFDWLRQ

5$FFRXQW*URXS

Customer

Copy of 0001

Consumer: Organization

Copy of 0001

Consumer: Person

No copy !

Competitor

Copy of 0006

Prospective Customer

Copy of 0005

2. Create the new account groups by copying from the original account group. Select the account
group and choose &RS\DV
3. Enter the following values:
)LHOG

9DOXH

5HPDUNV

Account Group (ID)

<ID>

Choose an ID beginning with Z , e.g. Z001 for


the copy of account group 0001.

Account Group (Name)

<Short name>

Choose a name indicating that this account


group is used for the mapping of CRM
classifications, e.g. &50&XVWRPHU for the
copy of account group 0001.

Number range

<Number range ID>

Choose the number range you have created in


the activity &UHDWLQJ5EXVLQHVVSDUWQHU
QXPEHUUDQJHV for the classification the
account group is defined for.

4. Save your entries.

After creating the new account groups you have to define the allowed partner functions for this
account group.
5

'HILQH3DUWQHU)XQFWLRQV

7UDQVDFWLRQFRGH

VOPA

,0*3DWK

6DOHVDQG'LVWULEXWLRQ%DVLF)XQFWLRQV3DUWQHU'HWHUPLQDWLRQ
'HILQH3DUWQHU)XQFWLRQV

1. Select partner object &XVWRPHU0DVWHU.


2. Choose 3DUWQHU)XQFWLRQV
3. Choose (QYLURQPHQW$FFWJUSDVVLJQPHQW.
4. Overwrite an existing line with the following data.
The overwritten data will not be deleted.
)LHOG

9DOXH

Funct

SP

Acct group

<Account Group>

5. Repeat this step with the values (SH, <Account Group>), (BP, <Account Group>) and (PY,
<Account Group>)
6. Save your entries.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

0DSSLQJ&50&ODVVLILFDWLRQVWR5$FFRXQW*URXSV
8VH

For each of the CRM business partner classifications you have to define a mapping to a R/3 account
group. Use the R/3 account groups you have created in &UHDWLQJ5$FFRXQW*URXSV.
3URFHGXUH
5

0DSSLQJ&50&ODVVLILFDWLRQVWR5$FFRXQW*URXSV

7UDQVDFWLRQFRGH

PIDE

For each account group you have to specify the classification (for example &RQVXPHU) and the
grouping (that is, number ranges).
1. In the dialog structure choose CRM R/3: Assign BP Classification to Account Grp.
2. Choose New entries.
3. Enter the mapping according to the following recommendation:
5HFRPPHQGDWLRQIRU&RQVXPHU

The business partner data that you create in CRM as consumers, it is important to know whether the
business partners are organizations or persons.

Organizations are distributed to the R/3 system as business partner master data for
customers, and not for consumers. Thus, the sales area data that was copied from the
reference business partner to business partner master records for consumers in CRM
is distributed to customer master records in the R/3 system. Create an account group
in the R/3 system specifically for business partner master records with the
classification &RQVXPHU2UJDQL]DWLRQ of the CRM system. Do not use an existing
account group that you created in the R/3 system for customer master records for
consumers.

Persons are distributed as business partner master data for consumers to the R/3
system (as of release 4.6). The sales area data copied from the reference business
partner to the business partner master records for consumers in the CRM is not
distributed to the customer master records in the R/3 system. The sales area data for
consumers in the R/3 system is determined from the reference customer. For these
data use an existing account group you created as customer master records for
consumers in the R/3 system.

5HFRPPHQGDWLRQIRU&XVWRPHU

Assign the account group that is relevant in the R/3 system for customers. This is also assigned when
the business partner is additionally classified as a SURVSHFWLYHFXVWRPHU and a FRPSHWLWRU in the CRM
system.
5HFRPPHQGDWLRQIRU3URVSHFWLYH&XVWRPHU

Assign the account group that is relevant in the R/3 system for prospective customers. This is also
assigned when the business partner is additionally classified as a FRPSHWLWRU in CRM.
5HFRPPHQGDWLRQIRU&RPSHWLWRU

Assign the account group that is relevant as competitors in the R/3 system.

If you have maintained neither an account group for consumers, nor a reference customer
in the R/3 system or in case that the release of your R/3 system is earlier than 4.6, do not
assign an account group for these data but use the new account group for both situations:
organizations or persons.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 86

CRM Interaction Center


([DPSOH
&50&ODVVLILFDWLRQ

5$FFRXQW*URXS

Customer

Copy of 0001 (sold-to party)

Consumer: Organization

Copy of 0001 (sold-to party) or


Z170 for R/3 < 4.6

Consumer: Person

0170 or
Z170 for R/3 < 4.6

Competitor

Copy of 0006 (competitor)

Prospective Customer

Copy of 0005 (prospective customer

6\QFKURQL]LQJ)LHOG6HWWLQJVIRU%XVLQHVV3DUWQHUIRU
&RQVXPHU
8VH

In order to replicate business partners from the OLTP R/3 to the CRM system and vice versa you have
to synchronize the field settings for business partner, i.e. if a master data record field in the receiving
system has the setting Required Entry an upload is only successful if this field maintained in the
master data record of the sending system.
To avoid replicating problems the required entries of the master data records have to be identical.
Please check these entries especially in the following cases:

You have changed optional entries to required entries in the R/3 system or the CRM system.

You have to replicate consumers with account group 0170.

3URFHGXUH

R/3

Synchronizing Field Settings for Business Partners

Transaction code

OVT0

IMG Path

Logistics General Logistics Basic Data: Business


partners Customers Control Define account groups
and field selection for customer

1. Choose an account group that is relevant for the mapping.


2. Choose GHWDLOV.
3. Double-click the text *HQHUDO'DWDin screen area )LHOGVWDWXV.
4. Double-click on each of the different entries in the 6HOHFW*URXS area, e. g. Address.
The corresponding field list is displayed.
5. Repeat these steps for all field status areas (Company code data, Sales data).
6. In the CRM system choose the IMG activity:
Cross-Application &RPSRQHQWV SAP Business 3DUWQHU Business 3DUWQHU Basic 6HWWLQJV
Field *URXSLQJV Configure Field Attributes per BP Role
7. Choose the business partner roles that correspond to the account group and check if the required
entries are identical.

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CRM Interaction Center

5HSOLFDWLQJ55HIHUHQFH&XVWRPHU
8VH

In order to make sure that the sales area data of a CRM consumer is identical in the CRM system an
the R/3 system you can download the R/3 reference customer to the CRM system and use him as
CRM reference business partner.

The replication of the reference customer is only relevant to the R/3 system release 4.5 or
higher.

As of SAP CRM 3.0 the download object '1/B5()&86720(5 does not support the initial
download of the R/3 reference customer any more and must not be used. Check SAP note
 before starting the replication of the reference customer. If the note is still valid for
your CRM support package you have to replicate the reference customer according to the
procedure described in this note. In this case, you have to skip the following procedure.
As of SAP CRM 3.1 use the following procedure to download the R/3 reference customer to
the CRM system.
'RZQORDG5HIHUHQFH&XVWRPHU
&50

0DLQWDLQ5HIHUHQFH%3IRU&RQVXPHUV

7UDQVDFWLRQFRGH

CRMC_BUPA_CONSUM

6$30HQX

0DVWHU'DWD %XVLQHVV3DUWQHU 0DLQWDLQ5HIHUHQFH%3IRU


&RQVXPHUV

1. Check whether there is a reference business partner number in the 5HIHUHQFH%XV3DUWQHU field
or not.
If there is already a number displayed in the field, the R/3 reference customer has been
already downloaded. The number represents the assigned business partner, which has been
created from the R/3 reference customer.
If there is no number displayed in the field, continue the procedure.
2. Choose (QYLURQPHQW ,QLWLDO'RZQORDG5HIHUHQFH&XVWRPHU.
3. Confirm the message displayed by the CRM Middleware.
The system starts the download of the SAP R/3 reference customer
&KHFN'RZQORDGRIWKH5HIHUHQFH&XVWRPHU
&50

'LVSOD\%'RF0HVVDJHV

7UDQVDFWLRQFRGH

SMW01

6$30HQX

1. Enter bupa_main in the %GRF7\SH *HQHUDWLRQ1DPH field.


2. Choose ([HFXWH ) 
3. Check whether the Bdoc state indicates any errors or not.
If the Bdoc state indicates errors, choose (UURUV and analyze the reasons.
If the Bdoc indicates no errors, return to 0DLQWDLQ5HIHUHQFH%3IRU&RQVXPHUV

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CRM Interaction Center


5HVXOW

If the initial download of the reference customer is successful, a reference business partner will be
created in the CRM system. The system displays the number of the reference business partner in the
5HIHUHQFH%XV3DUWQHU field. The sales area data of the R/3 reference customer are now displayed in
the 0DLQWDLQHG6DOHV$UHDV section.

0DLQWDLQLQJ5HIHUHQFH%XVLQHVV3DUWQHUIRU&RQVXPHU
8VH

In this activity you define the replicated R/3 reference customer as reference business partner for
consumers in the CRM system.
3URFHGXUH
&50

0DLQWDLQLQJ5HIHUHQFH%XVLQHVV3DUWQHUIRU&RQVXPHUV

7UDQVDFWLRQFRGH

CRMC_BUPA_CONSUM

6$30HQX

0DVWHU'DWD

%XVLQHVV3DUWQHU0DLQWDLQ5HIHUHQFH%3IRU

&RQVXPHUV

1. Check if the Field "Reference Bus. Partner" is filled.


2. Note the number of the Reference Business Partner, choose the transaction &500B%83$B0$3,
put the number of reference business partner into the field "Business Partner", and execute it.
3. See whether the field, "Customer", contains the number of the Reference Customer in R/3.
4. Copy the GUID of the Reference Business Partner which is displayed in the field "Business
partner GUID".
5. Go to your related R/3 System, choose transaction 6(, choose the table &50.8115 and press
F7, put the copied GUID of the CRM reference business partner into the field "PARTN_GUID" in
the selection screen and execute it.
6. Check if you can find an identical entry for this selection and see if the field "CUSTOME_NO"
contains the number of the Reference Customer in R/3. If all this checks are done, you can start
the load of the customers.

6HOHFWLQJ&XVWRPHUIRU5HSOLFDWLRQ 2SWLRQDO
3URFHGXUH

CRM

Selecting Customers for Replication

Transaction code

R3AC1

SAP Menu

Middleware Data Exchange Object Management Business


Objects

1. Ensure that you are in change mode. Choose Display <-> Change (Ctrl+F1).
2. To set the filter for the business object CUSTOMER_MAIN, click on the filter symbol.
3. Choose the relevant data for your filter settings, for example you can specify the customer numbers
for replication.
4. Save your settings.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

If you specify filter criteria and enter values into numeric fields to narrow the range of
objects to be downloaded, make sure you add leading zeros to the value until the full
length of the R/3 database table field is reached.
For example:
Customer number KNA1.KUNNR requires 10 digits (0000065543)
Material number MARA.MATNR requires 18 digits (000000000010000040).
This is due to differences in field lengths between the CRM system and the R/3 Back-end
System. Do not take into account the field length of the CRM system.

,QLWLDO/RDGRI&XVWRPHU0DVWHU'DWD
3UHUHTXLVLWHV

There are certain prerequisite configuration objects, before you load business partners. Make sure the
necessary configuration objects are loaded successfully. The essential 12 configuration objects are
the following:
DNL_CUST_BNKA, DNL_CUST_ADDR, DNL_CUST_TVPV, DNL_CUST_TVLS, DNL_CUST_TVIP,
DNL_CUST_TVGF, DNL_CUST_TVFS, DNL_CUST_TVAST, DNL_CUST_TSAB, DNL_CUST_TPFK,
DNL_CUST_T502T, and DNL_CUST_TBRC.

If you are working with consumers you have to replicate the reference customer before.
3URFHGXUH

If you create customer data as business partner master data in your R/3 backend system, you need to
use the download object %83$B0$,1 in order to load your customer master data from R/3 to CRM
Server.
If you create customer data as customer master data in your R/3 backend system you need to use the
download object &86720(5B0$,1 in order to load your customer master data from R73 to CRM
Server.
&50

5HSOLFDWLQJ&XVWRPHUV

7UDQVDFWLRQFRGH

R3AS

6$30HQX

0LGGOHZDUH

'DWD([FKDQJH,QLWLDO/RDG 6WDUW

1. In the /RDG2EMHFW field, enter &86720(5B0$,1 or

%83$B0$,1

respectively

2. In the 6RXUFH6LWH field enter the Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter
the Site ID of the receiving system.
3. To run the replication, choose ([HFXWH ) .

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPHUV
3URFHGXUH

CRM

Monitoring Replication Status

Transaction code

R3AM1

SAP Menu

Middleware Data Exchange Initial Load Monitor


Objects

1. In the Object Name field, enter the downloaded object to get the download status of this object.
You can also make no entry to get the status of all downloaded objects.
CRM Interaction Center: Business Scenario Configuration Guide

3.1 90

CRM Interaction Center


2. The replication is complete if all objects have the status Done.

In case of problems during replication, call the transaction 60:3(Middleware Portal) and
search for error states in the area 5XQWLPH,QIRUPDWLRQ.

&KHFNLQJ%XVLQHVV3DUWQHUV

In the Business Partner Maintenance of the CRM system, ensure that for each business partner the
sales data must be maintained for each CRM-relevant sales area (6DOHV6KLSSLQJ%LOOLQJ'RFXPHQW
tab pages).
Please make sure that for a given business partner and a chosen sales area two entries are
maintained, one with a division, and one without.
3URFHGXUH

CRM

Checking Business Partners

Transaction code

BP

SAP Menu

Master Data Business Partner Maintain Business


Partner

1. Enter the number/name of your business partner.


2. In the Role field, choose Sold-to-Party.
3. Click &KRRVH6DOHV$UHD and select relevant sales areas.
4. Choose the 6DOHV, 6KLSSLQJ and %LOOLQJ tab and check whether the required data is available.

If no fields are displayed on the 6DOHV6KLSSLQJ and %LOOLQJ tab run the following
procedure.
1. Call transaction %863(Generate Subscreen Containers for Screens).
2. Enter a client and as application object %83$.
3. Select All screens
4. Choose Execute (F8).

5HSOLFDWLRQRI&RQWDFW3HUVRQV
3XUSRVH

If you maintain contact persons for customer in the R/3 Backend system, you need to replicate these
contact persons to the CRM Server in order to have the same information available for a business
partner as in the R/3 Backend system.
To load the contact persons to the CRM system there are two types of contact person data according
to the R/3 backend system. The first type is business partner relations master data for Industry
Solution R/3 backend systems such as IS Utilities, IS Banking or IS Media. The second type is contact
persons master data for standard R/3 backend systems. The download object for the first type is
BUPA_REL and the download object for the second type is CUSTOMER_REL.
3UHUHTXLVLWHV

The replication of the customer master data has successfully been finished.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center


3URFHVV)ORZ

Replicating contact person consists of the replication of the contact persons, the monitoring of the
replication and the final check of completeness.

,QLWLDO/RDGRI&RQWDFW3HUVRQV
3UHUHTXLVLWHV

The initial load of customer master data has successfully been finished.
3URFHGXUH

If you use the download object BUPA_MAIN for the initial load of customer master data, you need to
use the download object %83$B5(/ in order to load your contact master data from R/3 to CRM
Server.
If you use the download object CUSTOMER_MAIN for the initial load of customer master data, you
need to use the download object &86720(5B5(/ in order to load your contact master data from R/3
to CRM Server.
&50

,QLWLDO/RDGRI&RQWDFW3HUVRQV

7UDQVDFWLRQFRGH

R3AS

6$30HQX

0LGGOHZDUH

'DWD([FKDQJH,QLWLDO/RDG6WDUW

1. In the /RDG2EMHFW field, enter &86720(5B5(/ or %83$B5(/ respectively.


2. In the 6RXUFH6LWH field enter Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter
the Site ID from the receiving system.
3. To run the replication, choose ([HFXWH ) .

All contact persons for whom the corresponding business partners are not available in
CRM are automatically omitted.

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&RQWDFW3HUVRQV
8VH

In order to check the completeness of the replication you can monitor the replication status of the
downloaded objects. When all objects have the status Done, the replication of the contact persons has
been successfully carried out.
3URFHGXUH

CRM

Monitoring Replication Status

Transaction code

R3AM1

SAP Menu

Middleware Data Exchange Initial Load Monitor Objects

1. In the Object Name field, enter the downloaded object to get the download status of this object.
You can also make no entry to get the status of all downloaded objects.
5HVXOW

The replication is complete if all objects have the status Done.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 92

CRM Interaction Center

In case of problems during replication, call the transaction 60:3 (Middleware Portal) and
search for error states in the area 5XQWLPH,QIRUPDWLRQ.

&KHFNLQJ&RPSOHWHQHVVRI5HSOLFDWLRQ
3URFHGXUH
&50

Checking Completeness of Replication

7UDQVDFWLRQFRGH

SE16

6$30HQX

%DVLV7RROV

$%$3:RUNEHQFK2YHUYLHZ'DWD%URZVHU

1. Enter %87 in the field 7DEOHQDPH.


2. Choose ([HFXWH (F8).
3. Compare the number of entries with the number of entries in the R/3 table KNVK.
The number of entries should be identical. Please note that all contact persons for which the
corresponding business partner is not available in the CRM system are not replicated.

5HSOLFDWLRQRI&XVWRPHU+LHUDUFK\
3XUSRVH

You can match the customer hierarchy in the R/3 Backend system to the business partner group in the
CRM system.
3URFHVV)ORZ

The process is divided in four activities:

Initial load of the table KNVH (customer hierarchy) from the R/3 backend system to the CRM
system.
In order to load the Table you have to start the initial load via the CRM Middleware.

Checking the replication status of the initial load.

Analyzing the table KNVH and creating business partner groups in the CRM system.
In order to run the analysis and the creation of the business partner groups you have to start the
transaction BPH_DNL in the CRM system.

Activating the dalta load for the customer hierarchy.

,QLWLDO/RDGRI&XVWRPHU+LHUDUFK\
3UHUHTXLVLWHV

The initial load of customer master data has successfully been finished.
3URFHGXUH
&50

Initial Load of Customer Hierarchy

7UDQVDFWLRQFRGH

R3AS

6$30HQX

0LGGOHZDUH

'DWD([FKDQJH,QLWLDO/RDG6WDUW

1. In the /RDG2EMHFW field, enter DNL_BUPA_KNVH.


CRM Interaction Center: Business Scenario Configuration Guide

3.1 93

CRM Interaction Center


2. In the 6RXUFH6LWH field enter Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field enter
the Site ID from the receiving system.
3. To run the replication, choose ([HFXWH ) .

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPHU+LHUDUFK\
8VH

In order to check the completeness of the replication you can monitor the replication status of the
downloaded objects. When all objects have the status Done, the replication of the customer hierarchy
has been successfully carried out.
3URFHGXUH

CRM

Monitoring Replication Status

Transaction code

R3AM1

SAP Menu

Middleware Data Exchange Initial Load Monitor Objects

2. In the Object Name field, enter the downloaded object to get the download status of this object.
You can also make no entry to get the status of all downloaded objects.
5HVXOW

The replication is complete if all objects have the status Done.

In case of problems during replication, call the transaction 60:3 (Middleware Portal) and
search for error states in the area 5XQWLPH,QIRUPDWLRQ.

0DWFKLQJ&XVWRPHU+LHUDUFK\WR%XVLQHVV3DUWQHU
*URXS
8VH

You use this activity in order to match the customer hierarchy downloaded as table KNVH from the R/3
backend system to business partner groups in your CRM system.
3URFHGXUH

CRM

Matching Customer Hierarchy to Business Partner Group

Transaction code

BPH_DNL

1. Choose Execute (F8).


2. Check the log file for errors.
3. Choose 6DYH

$FWLYDWLQJ'HOWD/RDG
8VH

The delta download for the R/3 customer hierarchy is active.


All data changed in the R/3 System is delta downloaded to CRM. The customer hierarchy is built as a
hierarchy tree of the category  for pricing with the description 5&50.
CRM Interaction Center: Business Scenario Configuration Guide

3.1 94

CRM Interaction Center


Consequences:

You can display, but not maintain this tree in CRM.

You can no longer create trees with the category .

This way it is ensured that pricing based on the customer hierarchy and the BP group hierarchy will
have the same result in both the R/3 System as well as in CRM.
3URFHGXUH
&50

Activating Delta Load

7UDQVDFWLRQFRGH

SPRO

,0*3DWK

&50

0DVWHU'DWD%XVLQHVV3DUWQHU%XVLQHVV3DUWQHU*URXS
$FWLYDWH'HOWD/RDG

+LHUDUFK\

1. Set flag in field 'HOWDGRZQORDGDFWLYH.


2. Save your entries.

5HSOLFDWLRQRI0DWHULDOV

The following activities are needed to replicate the product settings to the CRM system:

Checking Materials

Defining Number Ranges for Materials

Checking Item Category Groups

Copying Item Category Groups

Selecting Materials for Initial Load

Initial Loaf of Materials

Monitoring Replication Status of Materials

&KHFNLQJ0DWHULDO
8VH

You use this activity in order to check whether the material master that you want to sell in your CRM
System is in the corresponding sales area in the R/3 Backend system
3URFHGXUH
5

&KHFNLQJ0DWHULDO

7UDQVDFWLRQFRGH

MM03

6$30HQX

/RJLVWLFV0DWHULDOV0DQDJHPHQW0DWHULDO0DVWHU0DWHULDO
'LVSOD\'LVSOD\&XUUHQW

CRM Interaction Center: Business Scenario Configuration Guide

3.1 95

CRM Interaction Center

'HILQLQJ1XPEHU5DQJHVIRU0DWHULDOV
8VH

In opposite to the replication of customers there is no number range definition required for the
replication of materials from the R/3 backend system to the CRM system. Materials are automatically
created with the same number in the CRM system.

If you do not create materials in the CRM system no further activities are required.
If you create materials in the R/3 backend system and the CRM system in parallel duplicate numbers
for different materials may occur if the number ranges in the R/3 backend system and the CRM
system are overlapping. Duplicate numbers do not cause errors because each material gets in
addition an internal unique identifier. To avoid duplicate numbers you have to make sure that the
number ranges for materials in the CRM system and the R/3 backend system do not overlap.
3URFHGXUH

CRM

Defining Number Ranges for Materials

Transaction code

SPRO

IMG Path

0DVWHU'DWD
3URGXFW6HWWLQJVIRU3URGXFWType1XPEHU
$VVLJQPHQW'HILQH1XPEHU5DQJHVIRU0DWHULDOV
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

&KHFNLQJ,WHP&DWHJRU\*URXSV
8VH

The item categories of the R/3 Backend system have to be created in the same way in the CRM
system. You use this activity in order to identify the relevant item category groups in the R/3 Backend
system.
3URFHGXUH
5

&KHFNLQJ,WHP&DWHJRU\*URXSV

7UDQVDFWLRQFRGH

SPRO

,0*3DWK

6DOHV6DOHV'RFXPHQWV6DOHV'RFXPHQW
'HILQH,WHP&DWHJRU\*URXSV

6DOHVDQG'LVWULEXWLRQ
,WHP

1. Copy the relevant item categories that you want to use in the CRM system.

&RS\LQJ,WHP&DWHJRU\*URXSV
8VH

You use this activity in order to create the item category groups in the CRM system that you copied
from the R/3 backend system.
3URFHGXUH
&50

&RS\LQJ,WHP&DWHJRU\*URXSV

CRM Interaction Center: Business Scenario Configuration Guide

3.1 96

CRM Interaction Center

7UDQVDFWLRQFRGH

SPRO

,0*3DWK

&50

7UDQVDFWLRQV%DVLF6HWWLQJV'HILQH,WHP&DWHJRU\*URXS

1. On the ,WHP&DWHJRU\*URXS screen choose 1HZHQWULHV.


2. Paste the relevant item category groups that you have copied from the R/3 Backend system.
3. Save your entries.

There are item category groups in the CRM system initially. When copying already
existing item category groups from the R/3 system you get an error message during
saving in the CRM system. In this case you have to choose 6NLS.

6HOHFWLQJ0DWHULDOVIRU,QLWLDO/RDG
8VH

You use this activity in order to specify the materials for the initial load into the CRM system.
3URFHGXUH

CRM

Selecting Materials for Initial Load

Transaction code

R3AC1

SAP Menu

0LGGOHZDUH

'DWD ([FKDQJH 2EMHFW 0DQDJHPHQW

%XVLQHVV 2EMHFWV

1. Make sure you are in change mode.


2. Set the filter for the business object MATERIAL.
3. In the field Source Site Name enter the Site ID of the R/3 backend system, where you want to load
the material master from.
4. Specify the material numbers for replication, e.g. by selecting table 0$5$ and field 0$715.
5. Save your settings.

If you specify filter criteria and enter values into numeric fields to narrow the range of
objects to be downloaded, make sure you add leading zeros to the value until the full
length of the R/3 database table field is reached.
Material number 0$5$0$715 requires 18 digits (000000000010000040).

,QLWLDO/RDGRI0DWHULDOV
8VH

You use this activity in order to replicate the materials you specified in the filter settings into the CRM
system.
3URFHGXUH
&50

,QLWLDO/RDGRI0DWHULDOV

7UDQVDFWLRQFRGH

R3AS

6$30HQX

0LGGOHZDUH

'DWD([FKDQJH,QLWLDO/RDG6WDUW

CRM Interaction Center: Business Scenario Configuration Guide

3.1 97

CRM Interaction Center


1. In the /RDG 2EMHFWfield, enter 0$7(5,$/.
2. In the 6RXUFH6LWH field enter the Site ID of the sending system and in the 'HVWLQDWLRQ6LWH field
enter the Site ID of the receiving system.
3. To run the replication, choose ([HFXWH (F8).

0RQLWRULQJ5HSOLFDWLRQ6WDWXVRI0DWHULDOV
8VH

You use this activity in order to check the completeness of the replication of material masters.
3URFHGXUH

CRM

Monitoring Replication Status of Materials

Transaction code

R3AM1

SAP Menu

0LGGOHZDUH

'DWD ([FKDQJH ,QLWLDO /RDG 0RQLWRU 2EMHFWV

1. In the Object Name field, enter the downloaded object to get the download status of this object.
You can also make no entry to get the status of all downloaded objects.
5HVXOW

The replication is complete if all objects have the status Done.

In case of problems during replication call the transaction 60:3 (Middleware Portal) and
search for error states in the area 5XQWLPH,QIRUPDWLRQ.

5HSOLFDWLRQRI&RQGLWLRQV
3XUSRVH

There is an initial data exchange and a delta data exchange available for conditions.
The delta data exchange from the R/3 System into the CRM System is currently only
supported for the condition master data and not for Customizing settings.
,QLWLDO'DWD([FKDQJH

The initiative comes from the CRM system

Selection of an object for which data should be exchanged (Example: All conditions for one
customer)

Transfer of complete condition data for the selected object

The initial exchange can be used both for Customizing data and for condition data

'HOWD'DWD([FKDQJH

The initiative comes from the R/3 System

When creating or changing condition data, the changes are automatically transferred into the CRM
System

Only data records that have been changed are forwarded, not the complete data from the whole
object

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CRM Interaction Center


$FWLYLWLHV

Carry out the activities described below in the given sequence.

&RS\LQJ&XVWRPL]LQJ'DWD &502QOLQH
8VH

You must first transfer the Customizing data for the condition technique and pricing from the R/3
System into the CRM System.
Changes to structures and tables using another condition model in the CRM System are automatically
taken into account in the data exchange.
Start the program 602)B'2:1/2$'in the &506\VWHP using transaction R3AS.
The standard system has the following objects for transferring:

DNL_CUST_CNDALL (all data for the condition technique and pricing)

DNL_CUST_CND (condition technique data without the cross-client data)

DNL_CUST_PRC (Pricing data)

You can create user-defined objects via 0LGGOHZDUH'DWD([FKDQJH2EMHFW0DQDJHPHQW


(transaction R3AC5), to execute specific data exchange. These objects must be
assigned in the same way to the standard objects of the object class CONDCUSTOMIZING.

&RQGLWLRQ2EMHFWV

This ensures that all condition structures for the condition technique are transferred from the R/3
System into the CRM System. The condition technique involves the views and view cluster that can be
found in Customizing for the CRM System under %DVLF)XQFWLRQV!3ULFLQJ!&RQGLWLRQ7HFKQLTXH.
This applies to the following structures:

Condition tables

Access sequences

Condition types

Pricing procedures

Condition exclusion

The structures transferred from the R/3 System can only be displayed in Customizing in the CRM
System. Only Customzing data that was created in the CRM System, can be changed there. This can
be done using the 6RXUFHV\VWHP indicator in the Customizing data.
You can see a technical view in the table CND_MAPC_CNV_TAB in the CRM
System. This contains the relationship between the CRM and R/3 tables. The CRM
Customizing table is in the LOCAL_TABLE field, the R/3 table from which the CRM table
is completed is in the REMOTE_TABLE field (you can display the contents with
transaction SE16).
/RJ

You can see a log for the data transfer if you enter transaction CND_MAP_LOG_DISPLAY (Object:
COND_EXCHANGE, subobject: CUSTOMIZING). If the size of the table allows it, each table is
analyzed in a block.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 99

CRM Interaction Center


5HVWULFWLRQV

Check the condition types that you want to use in the CRM System.
'HWDLOHG&RPSDULVRQRIWKH&RQGLWLRQ7\SHVLQ3ULFLQJ3URFHGXUH59$$
&7\SH

7LWOHRIFRQGLWLRQW\SH

$YDLODEOHLQ&50

5HDVRQ

EK01

Actual costs

no

The function product costing is not


supported.

PR00

Price

yes

PB00

Gross price

yes

PR02

Interval price

yes

VA00

Variant price

yes

Gross
KUMU

Cumulation condition

yes

KA00

Action

yes

K032

Price group/Material

yes

K005

Customer/Material

yes

K007

Customer discount

yes

K004

Material

yes

KO29

Materials pricing group

yes

K030

Cust/MatGrp

yes

K031

Pricing group/MatGrp

yes

RA01

% discount from net

yes

RA00

% discount from gross

yes

RC00

Quantity discount

yes

RB00

Absolute discount

yes

RD00

Weight discount

yes

VA01

Variant price

yes

NETP

Price

yes

PN00

Price (net)

yes

PMIN

Minimum price

yes

Net item
KP00

Pallet discount

yes

KP01

Incompl. Pallet surch.

yes

KP02

Mixed pallet disc.

yes

KP03

Mixed pallet surch.

yes

HA00

Percentage discount

no

HB00

Absolute discount

no

CRM Interaction Center: Business Scenario Configuration Guide

3.1 100

CRM Interaction Center

HD00

Freight

no

KF00

Freight

yes

AMIW

Minimum sales order value

yes

AMIZ

Minimum value surcharge

yes

R100

100% discount

no

HM00

Order value

yes

BO01

Group rebate

PR02

Material rebate

BO03

Customer rebate

BO04

Hierarchy rebate

BO05

Hierarchy rebate/Mat.

PI01

Inter-company price

no

Function not supported

AZWR

Down payment/Settlement

no

Function not supported

SKTV

Cash discount

yes

MWST

Output tax

yes

Discount function not supported

Rebate conditions are not supported

- for output tax there is the condition


type MWSC in the CRM System. This
works without the tax indicator.
- Condition type 0TTE when using
CRM Billing

DIFF

Rounding off

yes

SKTO

Cash discount

yes

RL00

Factoring discount

no

MW15

Tax factoring discounting

no

VPRS

Cost

yes

If CRM Billing is being used, the cost


price is determined for the billing
document (goods issue of the R/3
OLTP System reads the costs and
transfers them to the billing due list in
the CRM System).

EK02

Calculated costs

no

Function not supported

not supported

not supported (invoice lists)

Profit margin
EDI1

Cust. expected price

no

EDI2

Cust. expected value

no

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

3RVWSURFHVVLQJ&XVWRPL]LQJ'DWD &502QOLQH
8VH

The Customizing download is not able to convert all data from R/3 format to CRM format. Report
/SAPCND/RV12N001 carries out postprocessing, and completes the conversion from R/3 to CRM
format. It also generates all objects that are required for the condition technique. The converted
Customizing is used as a basis.
You can see the most current version of the report description /SAPCND/RV12N001 in the OSS note
398078.
$FWLYLWLHV

Carrying out the Customizing download

First step: Conversion of Customizing from R/3 into CRM format with the report
/SAPCND/RV12N001. This program carries out the following steps:
Correction of Customizing.
Calls up the Business Add-In (BADI) /SAPCND/CORR_CUST. The BADI contains the method
AFTER_CORRECTION which you can use to make changes to Customizing that has been
corrected.
Generating objects of the condition technique (for example, condition tables for CRM Online and
the CDB).
Issues a log (the log is a function of the application log).

Second step: Analysis of converted Customizing Which pricing procedures do I want CRM to
support? Which condition types, access sequences and condition tables must be consistent in
CRM?

Third step: Find out if anything is inconsistent by comparing the IMG settings in the R/3 System
with the settings in the CRM System

Fourth step: Field mapping of the download makes this possible. (Recording of user-defined fields
is described in the IMG under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF)XQFWLRQV3ULFLQJ
'HILQH6HWWLQJVIRU3ULFLQJ8VHU'HILQHG)LHOGV).

Fifth step: Repeat Customizing download and steps 1 to 4 until data is consistent

Sixth step: Delete Customizing that is not required using report /SAPCND/RV12N001.

Seventh step: Transport Customizing into the subsequent systems.

1RWHV

You can find the most up-to-date help on analyzing errors during data transfer in the OSS System
under 6$3&RPSRVLWH1RWH.
:KHQH[DFWO\GR\RXH[HFXWHUHSRUW6$3&1'591"

After each Customizing download. Otherwise never. Not even after upgrade to a new release or after
importing a service pack.
:KLFKRSWLRQVPXVWEHVHWLQUHSRUW6$3&1'591DQGZKHQ"

Three phases:
D  &RUUHFWLRQRI&XVWRPL]LQJ

Enter CRM, BBP or TAX in the application field. Enter the value PR and FG under application. If the
fields for application and use are to be left empty, values for the application and use are read out of
CRM Interaction Center: Business Scenario Configuration Guide

3.1 102

CRM Interaction Center


table CND_MAPC_CNV_UA. Leave the field for the condition table ID blank and switch off all options
except for the Customizing conversion. Then execute the report. Another note: The error messages
that now appear can be ignored for the moment. As described above, one of the next steps is to find
out what is needed from the many records that were downloaded from the OLTP System into CRM.
Only the required Customizing needs to be without errors. The remainder can be deleted at a later
stage.

E *HQHUDWLQJ2EMHFWVRIWKH&RQGLWLRQ7HFKQLTXH

The fields for the application, usage and table number can be left empty. All generation options must
be switched on as options (the uppermost of the three blocks) and all options in the middle and lower
block must be switched off. Note: The indicator for Customizing conversion must QRW be switched on.
This is not only because conversion has already taken place; As Customizing is still inconsistent, no
generation takes place if this indicator is set!
F 'HOHWLQJLQFRQVLVWHQW&XVWRPL]LQJ

Once you have ensured that the Customizing in CRM is inconsistent, the indicator for deleting
remaining inconsistent Customizing can be set. Do not enter anything in the fields for the application,
usage or table number and make sure that all other options are switched off.
You have carried out a new Customizing download.'R\RXQHHGWRH[HFXWHUHSRUW
6$3&1'591DJDLQ"

Yes, at least stages (a) and (b).


'RVWDJHV D DQG E UHDOO\QHHGWREHH[HFXWHGDJDLQDIWHUWKH&XVWRPL]LQJGRZQORDG"
7KHREMHFWVKDYHDOUHDG\EHHQJHQHUDWHGRQFH

The Customizing download completely replaces the previously downloaded Customizing. Information
is lost that is only available in CRM and was determined during conversion or generation. The report
must be executed in each case with stages (a) and (b).
3ULFLQJRUFRQGLWLRQPDLQWHQDQFHLVQRWZRUNLQJSURSHUO\LQ\RXUV\VWHP

You have executed report /SAPCND/RV12N001. Afterwards it was working. The problem reoccurs but
you try to execute the report again and this does not solve the problem. What has gone wrong?
Condition tables may be inactive. This does not mean the generated database tables but the
condition table object itself. The first generation run probably activated the condition table. A condition
table is active if Customizing is consistent and all generated objects are active. You can see if this is
the case using table /SAPCND/T681. If the field GESTA has a value of 5 for a condition table, this
table is active and is used for pricing and condition maintenance. If the value is not 5 (inactive), the
condition table is not available for applications. If the first report run activated the condition table,
further generation runs do not bring any new results. The problem is being caused by something else.
+RZFDQ,ILQGRXWWKHQDPHRIDJHQHUDWHGGDWDEDVHWDEOHLQZKLFKWKHGDWDIRUDFRQGLWLRQ
WDEOHZDVVDYHG"

You can use function module /SAPCND/CN_TABLE_NAME_SET to determine the names of the
generated objects. Not all objects are database tables.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

&RS\LQJ&XVWRPL]LQJ'DWDLQWRWKH&'% &RQVROLGDWHG
'DWD%DVH
8VH

To provide mobile clients with data from CRM Online you can carry out an initial data transfer. The
following tables from the CRM Online System must be duplicated on the Mobile Client.
&502QOLQH7DEOH

&'%7DEOH

'RZQORDG2EMHFW

57DEOH

/SAPCND/T681

CDBC_C_T681

CRM_CND_CNDTAB

T681

/SAPCND/T68E

CDBC_C_T681E

CRM_CND_CNDTAB

TMC1,
TMC1K,TMC1D

/SAPCND/T681T

CDBC_C_T681T

CRM_CND_CNDTAB

T681T

/SAPCND/T681A

CDBC_C_T681A

CRM_CND_APPLIC

/SAPCND/T681AT

CDBC_C_T681AT

CRM_CND_APPLIC

/SAPCND/T681V

CDBC_C_T681V

CND_CUST_USAGE

/SAPCND/T681Z

CDBC_C_T681Z

CND_CUST_USAGE

/SAPCND/T681M

Not required

/SAPCND/T682

CDBC_C_T682

CRM_CND_ACCSEQ

T682

/SAPCND/T682I

CDBC_C_T682I

CRM_CND_ACCSEQ

T682I

/SAPCND/T682T

CDBC_C_T682T

CRM_CND_ACCSEQ

T682T

/SAPCND/T682Z

CDBC_C_T682Z

CRM_CND_ACCSEQ

T682Z

/SAPCND/T682V

Not required

T682V

/SAPCND/T686E

Not required

T686E

/SAPCND/T686F

Not required

T686F

/SAPCND/T685

CDBC_C_T685

CRM_CND_CNDTYP

T685

/SAPCND/T685T

CDBC_C_T685T

CRM_CND_CNDTYP

T685T

PRCC_COND_CT

CDBC_P_CN_CT

CRM_PRC_CNDTYP

T685A

PRCC_COND_PPD

CDBC_P_CN_PPD

CRM_PRC_PROC

T683

PRCC_COND_PPDT

CDBC_P_CN_PPDT

CRM_PRC_PROC

T683U

PRCC_COND_PP

CDBC_P_CN_PP

CRM_PRC_PROC

T683S

PRCC_COND_PPT

CDBC_P_CN_PPT

CRM_PRC_PROC

T683T

FGDC_COND_PD

CDBC_FG_CN_PD

CRM_FGD_PROC

T683

FGDC_COND_PDT

CDBC_FG_CN_PDT

CRM_FGD_PROC

T683U

FGDC_COND_P

CDBC_FG_CN_P

CRM_FGD_PROC

T683S

PRCC_EXCL_GROUPS

CDBC_P_EX_GRP

CRM_PRC_EXCGRP

T684

PRCC_EXCL_COND

CDBC_P_EX_COND

CRM_PRC_EXCGRP

T684G

PRCC_EXCL_PROC

CDBC_P_EX_PROC

CRM_PRC_EXCGRP

T684S

PRCC_EXCL_GRP_T

CDBC_P_EX_GRP_T

CRM_PRC_EXCGRP

T684T

MNTCNT

CRM Interaction Center: Business Scenario Configuration Guide

3.1 104

CRM Interaction Center

PRCC_COND_LIMITS

CDBC_P_CN_LIMITS

CRM_PRC_CNDLMT

/SAPCND/T681F

Not required

/SAPCND/T681FA

Not required

/SAPCND/T681FD

Not required

/SAPCND/T681FF

Not required

/SAPCND/T681FR

Not required

/SAPCND/T681FV

Not required

/SAPCND/CONFIG

CDBC_C_CONFIG

CND_CUST_CONFIG

/SAPCND/CONFIGCC

CDBC_C_CONFIGCC

CND_CUST_CONFIGCC

/SAPCND/GROUP

CDBC_C_GROUP

CND_CUST_GROUP

/SAPCND/GROUP_I

CDBC_GROUP_I

CND_CUST_GROUP

/SAPCND/GROUPT

CDBC_GROUPT

CND_CUST_GROUP

PRCC_COND_DEST

CDBC_P_CN_DEST

CRM_PRC_DEST

PRCC_COPY_TYPE

CDBC_COPY_TYPE

PRC_CUST_CPYTYP

PRCC_COPY_TYPE_T

CDBC_P_COPYTYPET

PRC_CUST_CPYTYP

DD01L

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD01T

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD03L

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD04L

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD04T

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD07L

CDBC_C_DD01L

CRM_CUST_CNDDIC

DD07T

CDBC_C_DD01L

CRM_CUST_CNDDIC

T685Z

The Customizing tables in the CDB can be found in the development class CDB and
CDB_CND_EXC_CUST.
For cross-client tables (for example, /SAPCND/T681), replication to the CDB must be triggered for
each active client as Customizing data that is stored on the CDB is always client-specific.

$FWLYLWLHV

Start the program SMOF_DOWNLOAD using transaction R3AS using the download objects above. In
this way, Customizing data is extracted from tables of the CRM Online database, and transferred to
the consolidated database (CDB).

CRM Interaction Center: Business Scenario Configuration Guide

3.1 105

CRM Interaction Center

&RS\LQJ0DVWHU'DWD &502QOLQH
8VH

Start transaction 5$6 in the CRM System and make the following entries:

Object class: Conditions

Object name: There is an object name for condition tables, beginning with DNL_COND
the program individually for each of these objects!

Start

Not all of the condition tables have download objects. You can create new objects
with the transaction R3AC5.
Choose CONDITIONS as the object class and the name of the new download object as
the object name.
Choose a relevant messaging BDOC as a linked BDOC (for example, CND_MAST_DEEP_SUP).
Choose something like 1000 or 10000 as a block size.
Tab pages:
-

Under Contexts: Choose as source site type: R/3


Under 7DEOHV, choose the table used (A table) and the tables that belong to it; KONP, KONH,
KONW and TMC1K. If entries exist, include table TMC1D. For condition tables with a lot of entries
it is recommended that you only enter one condition table per download object.

- Download mapping modules: Enter as module name: CND_MAP_MAST_EXCHANGE_MAIN_MBD.


Enter X under InQueue and S under Call Modus. As Call Order choose 1.2 (for more information on
these values, see the Middleware documentation)

The program carries out the following steps:


1. The program first deletes the old content of the condition tables in the CRM system.
2. The contents of the condition tables (A tables) are transferred from the R/3 system into the
condition tables (price tables) in the CRM system.
3. The condition records are saved.
4. By making the setting accordingly, the condition records are replicated from the CDB
(Consolidated Database).
/RJ

You receive a log of the data transfer with transaction SLG1 (Object: COND_EXCHANGE, sub-object:
CONDITIONS).
'HOWD'RZQORDG

When changing or creating a condition record in the R/3 system, the information is automatically
transferred into the CRM system and, if necessary, is exported to the CDB.
&XVWRPHU6SHFLILF)LHOGV

You cannot transfer master data from an R/3 system into the CRM system for user-defined condition
tables. You need to make sure that the displaying of field names and contents for all fields in the
variable key (VAKEY) and the variable data part (VADAT) has been defined. Particularly for condition
tables, that contain fields defined by the user, it is important to make sure that the way in which these
fields are treated is defined in the CRM system.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 106

CRM Interaction Center

The following steps are required here:

The name of the R/3 field to be converted must be defined in structure


CND_MAPT_ACS_REM_CUST. A data element must be entered which corresponds to the format
of a data element of a field in the R/3 system.

The target field in the CRM System must be entered in one of the following structures with the
correct data element (this occurs automatically when creating new fields in the field catalog. The
data element must first be created with transaction SE11):
CRMT_ACS_H_HEADER_ONLY (header fields)
CRMT_ACS_I_PRE (Item fields, that are normally the same for all items)
CRMT_ACS_I_SEL (Item fields, that are normally different for all items)

If the field should be saved in the transaction, it must be entered (with the same name as in the
previous step) in one of the following database tables:
CRMT_CUSTOMER_I_INT (Item data purely for internal processing)
CRMT_CUSTOMER_I_EXT (Item data can be displayed externally)
CRMT_CUSTOMER_H_INT (Header data purely for internal processing)
CRMT_CUSTOMER_H_EXT (Header data can be displayed externally)

If you want to process a field dynamically, the BADI CRM_COND_COM_BADI is available.

The relationship between R/3 field names and CRM field names must be defined in either
CND_MAPC_CNV_FLM or CND_MAPM_CNV_FLM CND_MAPC_CNV_FLM contains the field
descriptions from SAP, whereas CND_MAPM_CNV_FLM contains those from the user (If an entry
exist in both tables, the entry from CND_MAPM_CNV_FLM is used) If there is no entry, the entry
must be included in the table CND_MAPM_CNV_FLM. Use the view V_CND_MAP_CNVFLD
(transaction SM30). The display type must also be entered in the specified table for the field
contents A means that the contents are copied. This requires that the formats of the target and
source field allow this. In the case of B, conversion is defined by the user using the Business Add
In CND_MAP_CNV_FIELD. Implementation of the add in is dependent on the filter The filter value
corresponds to the name of the field name to be converted.

5HVWULFWLRQV

Not all condition tables are transferred in data exchange. It depends on the key fields for the condition
tables.
The key fields that are taken into account in data transfer can be found in the table
CND_MAPC_CNV_FLM (and can be displayed with transaction SE16).
You must include your own key fields in table CND_MAPM_CNV_FLM (can be maintained with
transaction SE16).
You must include some key fields in the table CND_MAPM_CNV_FLM.

&RUUHFWLRQ3RVVLELOLWLHVIRU&RS\LQJ0DVWHU'DWD
8VH

If errors occurred when copying data from the R/3 System to the CRM System, you have the
possibility to correct specific records.
6WDUWLQJ&RUUHFWLRQIURPWKH&506\VWHP

Using a request (transaction R3AR2 and R3AR4), you can request records for KNUMH (R/3 key) from
the R/3 System. As a result, all records for the corresponding variable key are extracted in the R/3
CRM Interaction Center: Business Scenario Configuration Guide

3.1 107

CRM Interaction Center


System and copied to the CRM System. In the CRM System, the corresponding records are replaced
with the new records.
6WDUWLQJ&RUUHFWLRQIURPWKH56\VWHP

Alternatively, you can also start correction from the R/3 System using a report. The report CRSCNA01
is an example report that extracts data changed in a particular time frame. You can copy this report
and use your own selection criteria.

&RS\LQJ0DVWHU'DWDLQWRWKH&'%
8VH

First, you must create an infrastructure in order to then copy the master data.
6HWWLQJXSWKH,QIUDVWUXFWXUH

After generating the online DB tables, you can create the CDB tables and the synchronization BDOCs
if these are required on the mobile client. (CDB tables begin with CMB*, synchronization BDOCs with
CNB*).
The program CND_MAST_GEN_TRANSFER_OBJECTS is available for this.
The following processes in Middleware:
-

Creating a replication object and publication (refers to ADMIN CONSOLE)

Transferring table structures to the mobile client (refers to CLIENT CONSOLE)

&RS\LQJ0DVWHU'DWD

The CDB tables can be filled for the first time from CRM online tables.
Start transaction 5$6 in the CRM System and make the following entries:

Object class: Conditions

Object name: There is an object name for condition tables, beginning with CRM_.
program individually for each of these objects!

Start the

Not all of the condition tables have download objects. You can create new objects
with
transaction R3AC5.
Choose CONDITIONS as the object class and the name of the new download object as
the object name.
Choose a relevant messaging BDOC as a linked BDOC (CND_MAST_DEEP_SUP).
Choose something like 1000 or 10000 as a block size.
Tab pages:
-

Under contexts: Choose CRM as a source site type and CDB as the target type.

Include the dominant condition table in the online DB (CNC* or /1CN/*) in tables/structures.
For condition tables with a lot of entries it is recommended that you only enter one condition
table per download object.

- Download mapping modules: Enter as module name: CND_MAP_MAST_EXCHANGE_MAIN_MBD.


There is also automatic delta transfer for CDB from the online DB.
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CRM Interaction Center

5RXWLQHVIRU3ULFLQJ &502QOLQH
8VH

You can maintain your own routines for pricing in the R/3 System (transaction VOFM). For the
following areas:

Condition basis (for the pricing procedure)

Condition value (for the pricing procedure)

Requirement (for the pricing procedure)

Scale base value (for the condition type)

Group key (for the condition type)

The routines can then be entered accordingly in the pricing procedure or in the condition type. This
influences pricing and must be displayed in the CRM System accordingly. This occurs because the
corresponding user exits are used in the IPC.
Make note of the following:

You must implement all formulas used in the R/3 System accordingly into IPC as user exits (see
section Procedure for Pricing with the IPC).

Not all of the standard routines from the R/3 System can be displayed in the IPC System. This is
due to technical problems. You can use the following routines with IPC pricing in the CRM
System.

$UHD

5RXWLQH

'HVFULSWLRQ

Condition basis

001

Volume

002

Net value

004

Net value plus tax

005

KZWI1

006

KZWI2

007

KZWI3

012

Gross weight

013

Net weight

014

Set exclusion indicator

015

Check exclusion indicator

018

No qty conversion

019

KZWI4

020

KZWI5

021

KZWI6

026

Bollo in Fattura

002

Net value

004

Net value plus tax

006

Initial price

Condition value

CRM Interaction Center: Business Scenario Configuration Guide

3.1 109

CRM Interaction Center

012

XWORD - XWORKE

013

Minimum value surcharge

014

Best price

015

Minimum price

025

KZWI1 minus tax

036

Cumulation condition

041

Net 1 Berliner V.

042

Net 2 Berliner V.

300

Taxes from ExternSys

301

Taxes: Value 1

302

Taxes: Value 2

303

Taxes: Value 3

304

Taxes: Value 4

305

Taxes: Value 5

306

Taxes: Value 6

Scale base

001

Free

Group key

001

Total document

002

Across All Cond Typs

001

Different payer

003

Foreign currency document

052

Export II

Requirements Pricing

3URFHGXUHIRU&XVWRPHU6SHFLILF5RXWLQHV
1DPHVSDFH

Numbers

1 - 599:

SAP namespace

600 -999

Customer namespace

1000 - 9999

Namespace for IBUs

10000 - ...

SAP namespace

The following example explains the procedure for creating customer-specific routines:
2EMHFWLYH

You want to use condition formula 600 (namespace for customers: 600 to 999) in the R/3
System and in the CRM System.
6WHSV

First create routine 600 in the R/3 System using transaction VOFM and enter the required
condition type.

In the CRM System you enter the number of the required condition type.

You find the program PRICINGSTANDARDEXITS.JAVA in the subdirectory LIB\USEREXITS for


the IPC installation. There you can display how the R/3 routines are shown in the IPC in the
standard system.

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There is documentation in the IPC installation. In the document User Exits for IPC you can see a
description of how to display R/3 routines in the IPC.

5HSOLFDWLRQRI0DVWHUDQG7UDQVDFWLRQ'DWDIURP&50
WR%:

This section describes the settings that you make for extracting new and updated master and
transaction data from SAP CRM into SAP BW as part of the Business Content delivered by SAP.

6HWWLQJVLQ6$3&50

This section describes the settings that you need to make in SAP CRM to extract data into SAP BW.

5HSOLFDWLQJWKH$SSOLFDWLRQ&RPSRQHQW+LHUDUFK\
8VH

You replicate the application component hierarchy from the source system to structure the
DataSources in SAP BW.
3URFHGXUH

1. In the source system, use transaction SBIW to call up Customizing for the extractors.

Alternatively, you can call up Customizing for the extractors from SAP BW. To do this,
choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU
:RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu,
then choose &XVWRPL]LQJIRU([WUDFWLRQ
2. Choose %XVLQHVV&RQWHQW'DWD6RXUFHV 7UDQVIHU$SSOLFDWLRQ&RPSRQHQW+LHUDUFK\.

7UDQVIHUULQJ'DWD6RXUFHVWRWKH$FWLYH9HUVLRQ

See %XVLQHVV,QIRUPDWLRQ:DUHKRXVH$GPLQLVWUDWRU:RUNEHQFK 0RGHOLQJ 6RXUFH6\VWHP


'DWD([WUDFWLRQIURP6$36RXUFH6\VWHPV 'DWD6RXUFH
Transferring Business Content
DataSources into Active Versionin the SAP Library for SAP BW.

$FWLYDWLQJ%:$GDSWHU0HWDGDWD

For most DataSources using the delta process, you additionally need to activate BW Adapter
metadata. You execute this activation in Customizing for SAP CRM by choosing 6HWWLQJVIRU6$3
%XVLQHVV,QIRUPDWLRQ:DUHKRXVH $FWLYDWH%:$GDSWHU0HWDGDWD.

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CRM Interaction Center

6HWWLQJVLQ6$3%:

This section describes the settings that you need to make in SAP BW to extract data into SAP BW.

&KHFNLQJ*HQHUDO%:6HWWLQJV
3URFHGXUH

To check and - where necessary - change the default settings delivered by SAP, choose %XVLQHVV
,QIRUPDWLRQ:DUHKRXVH *HQHUDO%:6HWWLQJVin Customizing for SAP BW.

$VVLJQLQJWKH6RXUFH6\VWHP,'
8VH

When you extract data from different systems into an InfoCube, you can subsequently use the source
system ID to identify the origin of the data.
3URFHGXUH

2. Call up the Administrator Workbench in the SAP menu by choosing %:$GPLQLVWUDWLRQ


$GPLQLVWUDWRU:RUNEHQFK

3. Choose 7RROV $VVLJQPHQWRI6RXUFH6\VWHPWR6RXUFH6\VWHP,'

5HSOLFDWLQJ'DWD6RXUFHV

See $GPLQLVWUDWRU:RUNEHQFK0RGHOLQJ 6RXUFH6\VWHP


Systems in the SAP Library for SAP BW

Metadata Upload for SAP

&RS\LQJ%XVLQHVV&RQWHQWWRWKH$FWLYH9HUVLRQ

See %XVLQHVV&RQWHQW 9HUVLRQV 

Installing Business Contentin the SAP Library for SAP BW.

Copy the Business Content objects in the following order:


a. InfoObject catalog
b. ODS objects
c.

InfoCubes

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3.1 112

CRM Interaction Center

$VVLJQLQJ'DWD6RXUFHVDQG,QIR6RXUFHV

See $GPLQLVWUDWRU:RUNEHQFK0RGHOLQJ 6RXUFH6\VWHP'DWD([WUDFWLRQIURP6$36RXUFH


6\VWHPV'DWD6RXUFH
the SAP Library for SAP BW.

Assigning DataSources to InfoSources and Fields to InfoObjects in

&UHDWLQJDQG6FKHGXOLQJ,QIR3DFNDJHV
8VH

You use an InfoPackage [SAP Library] to request data from a DataSource in the source system. The
data is transferred at the point in time for which you schedule the InfoPackage. When scheduling the
InfoPackage, ensure that the corresponding master and transaction data exist in the source system.

First request the master data (attributes, texts, hierarchies), and then the transaction data.
3URFHGXUH

1. Create an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK$GPLQLVWUDWLRQ 6FKHGXOHU


Maintaining InfoPackages in the SAP Library for SAP BW).
2. Schedule an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK$GPLQLVWUDWLRQ 6FKHGXOHU
Scheduling InfoPackages in the SAP Library for SAP BW).

If you transfer the data from a DataSource with an active delta process (generally when
transferring transaction data), you need to create two InfoPackages:

One for the initialization of the delta process that you schedule to occur once

One for the delta upload that you schedule to occur on a regular basis

5HSOLFDWLRQRI0DVWHUDQG7UDQVDFWLRQ'DWDIURP5WR
%:

This section describes the settings that you make for extracting new and updated master and
transaction data from SAP R/3 into SAP BW as part of the Business Content delivered by SAP.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 113

CRM Interaction Center

6HWWLQJVLQ6$35

This section describes the settings that you need to make in SAP R/3 to extract data into SAP BW.

5HSOLFDWLQJWKH$SSOLFDWLRQ&RPSRQHQW+LHUDUFK\
8VH

You replicate the application component hierarchy from the source system to structure the
DataSources in SAP BW.
3URFHGXUH

2. In the source system, use transaction SBIW to call up Customizing for the extractors.

Alternatively, you can call up Customizing for the extractors from SAP BW. To do this,
choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU
:RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu,
then choose &XVWRPL]LQJIRU([WUDFWLRQ
3. Choose %XVLQHVV&RQWHQW'DWD6RXUFHV 7UDQVIHU$SSOLFDWLRQ&RPSRQHQW+LHUDUFK\.

7UDQVIHUULQJ'DWD6RXUFHVWRWKH$FWLYH9HUVLRQ

See %XVLQHVV,QIRUPDWLRQ:DUHKRXVH$GPLQLVWUDWRU:RUNEHQFK 0RGHOLQJ 6RXUFH6\VWHP


'DWD([WUDFWLRQIURP6$36RXUFH6\VWHPV 'DWD6RXUFH
Transferring Business Content
DataSources into Active Versionin the SAP Library for SAP BW.

&UHDWLQJ'DWD6RXUFHVIRU&23$
8VH

Due to technical reasons, no Business Content DataSources can be delivered for an operating
concern in 3URILWDELOLW\$QDO\VLV &23$ . You therefore need to create your own DataSources.
3URFHGXUH

1. In 6$35, use transaction SBIW to call up Customizing for the extractors.

Alternatively, you can call up Customizing for the extractors from SAP BW. To do this,
choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU
:RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu,
then choose &XVWRPL]LQJIRU([WUDFWLRQ
2. Choose 6HWWLQJVIRU$SSOLFDWLRQ6SHFLILF'DWD6RXUFHV 3URILWDELOLW\$QDO\VLV &UHDWH
'DWD6RXUFH.
CRM Interaction Center: Business Scenario Configuration Guide

3.1 114

CRM Interaction Center


3. Note the other steps described under 6HWWLQJVIRU$SSOLFDWLRQ6SHFLILF'DWD6RXUFHV 3URILWDELOLW\
$QDO\VLV 3URFHGXUHIRU6HWWLQJ8S5HSOLFDWLRQ0RGHO.

0DNLQJ6HWWLQJVIRUWKH7UDQVIHURI/RJLVWLFV'DWD

1. In the source system, use transaction SBIW to call up Customizing for the extractors.

Alternatively, you can call up Customizing for the extractors from SAP BW. To do this,
choose 6RXUFH6\VWHPV and then select the relevant source system in the $GPLQLVWUDWRU
:RUNEHQFK0RGHOLQJ screen. Perform a right-mouse click to call up the context menu,
then choose &XVWRPL]LQJIRU([WUDFWLRQ
2. Make the settings for the data transfer under 6HWWLQJVIRU$SSOLFDWLRQ6SHFLILF'DWD6RXUFHV
/RJLVWLFV.

6HWWLQJVLQ6$3%:

This section describes the settings that you need to make in SAP BW to extract data into SAP BW.

&KHFNLQJ*HQHUDO%:6HWWLQJV
3URFHGXUH

To check and - where necessary - change the default settings delivered by SAP, choose %XVLQHVV
,QIRUPDWLRQ:DUHKRXVH *HQHUDO%:6HWWLQJVin Customizing for SAP BW.

$VVLJQLQJWKH6RXUFH6\VWHP,'
8VH

When you extract data from different systems into an InfoCube, you can subsequently use the source
system ID to identify the origin of the data.
3URFHGXUH

3. Call up the Administrator Workbench in the SAP menu by choosing %:$GPLQLVWUDWLRQ


$GPLQLVWUDWRU:RUNEHQFK

4. Choose 7RROV $VVLJQPHQWRI6RXUFH6\VWHPWR6RXUFH6\VWHP,'

5HSOLFDWLQJ'DWD6RXUFHV

See $GPLQLVWUDWRU:RUNEHQFK0RGHOLQJ 6RXUFH6\VWHP


Systems in the SAP Library for SAP BW
CRM Interaction Center: Business Scenario Configuration Guide

Metadata Upload for SAP


3.1 115

CRM Interaction Center

&RS\LQJ%XVLQHVV&RQWHQWWRWKH$FWLYH9HUVLRQ

See %XVLQHVV&RQWHQW 9HUVLRQV 

Installing Business Contentin the SAP Library for SAP BW.

Copy the Business Content objects in the following order:


d. InfoObject catalog
e. ODS objects
f.

InfoCubes

$VVLJQLQJ'DWD6RXUFHVDQG,QIR6RXUFHV

See $GPLQLVWUDWRU:RUNEHQFK0RGHOLQJ 6RXUFH6\VWHP'DWD([WUDFWLRQIURP6$36RXUFH


6\VWHPV'DWD6RXUFH
the SAP Library for SAP BW.

Assigning DataSources to InfoSources and Fields to InfoObjects in

&UHDWLQJDQG6FKHGXOLQJ,QIR3DFNDJHV
8VH

You use an InfoPackage [SAP Library] to request data from a DataSource in the source system. The
data is transferred at the point in time for which you schedule the InfoPackage. When scheduling the
InfoPackage, ensure that the corresponding master and transaction data exist in the source system.

First request the master data (attributes, texts, hierarchies), and then the transaction data.
3URFHGXUH

1. Create an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK$GPLQLVWUDWLRQ 6FKHGXOHU


Maintaining InfoPackages in the SAP Library for SAP BW).
2. Schedule an InfoPackage (see $GPLQLVWUDWRU:RUNEHQFK$GPLQLVWUDWLRQ 6FKHGXOHU
Scheduling InfoPackages in the SAP Library for SAP BW).

If you transfer the data from a DataSource with an active delta process (generally when
transferring transaction data), you need to create two InfoPackages:

One for the initialization of the delta process that you schedule to occur once

One for the delta upload that you schedule to occur on a regular basis

CRM Interaction Center: Business Scenario Configuration Guide

3.1 116

CRM Interaction Center

5HSOLFDWLRQRI7UDQVDFWLRQ'DWD

This section contains information on the transfer of transaction data between various systems.

'DWD([FKDQJHIRU6DOHV7UDQVDFWLRQV&502QOLQH
5
8VH

To trigger further processing of sales transactions created in CRM Online, the documents are
transferred to the R/3 System via CRM Middleware [SAP Library]. Here, the following logistic
processes can occur:

Shipping

Billing

Transfer to Accounting

If you also manage quotations and sales orders in the R/3 back end System, these are transferred to
the CRM System for information purposes, this means they can only be displayed, and not processed
in the CRM System.

,QWHJUDWLRQ

Sales transactions can also be created in Mobile Sales. From there they are transferred using CRM
Middleware via the CRM server to the R/3 back end System.
There is further information under Data Exchange for Sales Transactions: CRM Online - CRM Mobile
[SAP Library].

3UHUHTXLVLWHV

In order that the transfer from CRM Online to the R/3 System can take place, you have matched
the following Customizing settings in the CRM Online System with the settings in the R/3 System.

Transaction type (CRM) / Sales document type (R/3 System). Further information is available
under Customizing for Business Transactions [Page 196].

Item category

Number range

Item number assignment

You have maintained the appropriate Customizing settings for shipping, billing, stock and
accounting.

In Customizing in the R/3 System, you specify which processes take place there, and how
they run. The settings in the CRM System and the R/3 System are not automatically
matched.

In order that a sales transaction can be transferred from CRM Online to the R/3 System, the
following requirements are fulfilled:

The document contains at least one item. Business transaction headers alone are not
transferred.

Not all items in the transaction have the status ,QTXLU\ or 4XRWDWLRQ.

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3.1 117

CRM Interaction Center

You have saved the document and it does not contain errors.

You have not set the distribution lock.

)XQFWLRQDO6FRSH

Sales orders are transferred from CRM Online to the R/3 System. The required logistic
subsequent processes can be triggered there.
The R/3 System returns the following information from the subsequent logistic process to
CRM Online, that means you can display this in the CRM transaction.

Status information (transaction has been delivered, partly delivered or billed)

Document flow (delivery, billing, goods issue)

Quantity delivered

Quantity billed

Only one transaction is replicated from the CRM Online System into the R/3 System, even
if it contains different items. The R/3 document is therefore mainly used to trigger
subsequent logistic actions. Items not relevant for R/3 are filtered out on the basis of the
item object type, and are not transferred.

CRM, as the leading system for order entry, only transfers data to the R/3 System that is relevant
for subsequent logistic processing (delivery, billing). For this reason, in the standard delivery,
quotations are not transferred to the OLTP R/3 System.

You can transfer quotations created in the CRM System to the OLTP R/3 System via a
modification solution with SAP Note 455678.

If you also manage quotations and sales orders in the R/3 System, these are transferred to CRM
Online for information purposes, and can be displayed there. However, these documents cannot
be processed in the CRM System. Quotations cannot be converted into sales orders in the CRM
System.

You can only change a document created in the R/3 System in the R/3 System. The
change is then transferred to CRM Online accordingly.

You have the possibility to transfer documents from the R/3 System to CRM Online and to block
them for processing there. A user in CRM Online cannot select this transaction type for
processing. This can be useful for processes that are supported in R/3, but not in the CRM
System, for example configuration processing.
In order to block the transaction for online processing, select &XVWRPHU5HODWLRQVKLS
0DQDJHPHQW7UDQVDFWLRQV%DVLF6HWWLQJV'HILQH7UDQVDFWLRQ7\SHV in the
Implementation Guide (IMG). Select the required transaction type and 'HWDLOV and make the
appropriate setting in the LQDFWLYH field.

Changes can only be made to sales transactions that are transferred in the system in which they
were created.

Sales transactions created in CRM Online can be changed in the R/3 System. However,
the changes are not transferred to CRM Online.

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CRM Interaction Center


$FWLYLWLHV

The following graphic illustrates what happens when an order is transferred from the CRM Online
System to the R/3 System, and the possible subsequent processes.

6$3&50
6DOHV2UGHU

6$35
6DOHV2UGHU

6WDWXV

 
 
/   
  -  
6
  -  
6 

'HOLYHU\

6KLSSLQJ

    

    

 6  
    ,1

   - ! 6

 !

     


 (
  

*RRGV,VVXH

%LOOLQJ

%LOOLQJ

The transfer from CRM Online to the R/3 System takes place as follows:
1. You have created an error-free transaction in the CRM Online, that you save.
2. The system uses the item object type [SAP Library] to decide whether a transfer into the R/3
System should occur. Only items that are relevant for billing, shipping or stock are transferred.
3. Your business transaction is transferred to the R/3 System. The corresponding subsequent
processes are triggered.
4. The status is updated in the CRM transaction. Further information is available under Status
Maintenance and Display in Business Transactions [SAP Library].

5HVXOW

The transaction created in the CRM Online System has been transferred to the R/3 System. You can
use the distribution status in the CRM transaction to check whether the transfer was successful. Error
and warning messages regarding transfer are also displayed in the application log.
You have the option of changing transactions that have already been transferred in the CRM Online
System. The changes are then transferred back to the R/3 System. Further information is available
under Changing Transferred Business Transactions [SAP Library].

6HHDOVR

Further information on the subsequent processes for orders in the R/3 System is available in the SAP
Library under /RJLVWLFV 6DOHVDQG'LVWULEXWLRQ 6DOHV
SAP Note 490932 explains possible causes for errors when exchanging business transactions
between CRM Online and the R/3 System, and provides help as to how these errors can be
eliminated.

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CRM Interaction Center

&RPPXQLFDWLRQ&RQILJXUDWLRQ

&RQILJXULQJ&RPSXWHU7HOHSKRQ\,QWHJUDWLRQ

The complete documentation for SAPphone is available in the SAP Library under %DVLV%DVLV
6HUYLFHV&RPPXQLFDWLRQV,QWHUIDFH %&659 &RPPXQLFDWLRQV,QWHUIDFH %&659&20 
6$3SKRQH %&659&20 

7HOHSKRQH,QWHJUDWLRQZLWK6$3SKRQH

This telephony solution comprises three distinct layers - the SAP application, SAPphone, and the
telephone system itself. The SAP System encompasses the SAP applications and SAPphone and
is linked to the external telephone system by the standard TAPI or SAPphone RFC interface.
SAPphone manages communication between the SAP System and the telephone system in order
to allow data exchange between telephone and computer processes.

SAP Applications
SAPphone

SAPphone Server

SAPphone-RFC
interface

TAPI

Telephone system

1.

6$3DSSOLFDWLRQ$FFHVVWRWKHWHOHSKRQ\IXQFWLRQV

The SAP applications supply data to SAPphone, for example, when a call is initiated with the
telephone number, country code, name and company of the call recipient. Conversely, the
SAP applications receive data on inbound calls from SAPphone for further processing.
2.

6$3SKRQH&RQQHFWLRQWRWKHH[WHUQDOWHOHSKRQHV\VWHPDGPLQLVWUDWLRQ

SAPphone features a user interface for executing telephony functions, and transactions used
to define the necessary settings and Customizing options for telephone integration in the SAP
System.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 120

CRM Interaction Center


3.

7HOHSKRQHV\VWHP([WHUQDOKDUGZDUHDQGVRIWZDUH WHOHSKRQHGULYHUV3%;VDQGVR
RQ 

Outside the SAP System, telephony hardware and software is required to control the
telephones, and connection software between the SAP System and the telephone system is
also needed.
The components can be installed in different ways:

Centrally [SAP Library] on a telephony server

Decentrally in a client-server [SAP Library] model

Locally [SAP Library] on the work center.

$XWKRUL]DWLRQVIRU6$3SKRQH$FWLYLWLHV
5ROHV

The execution of SAPphone settings is controlled by authorizations. The authorizations are assigned
to users through the assignment of roles. SAP supplies two roles that authorize users to perform
SAPphone activities:

A role that contains the authorizations for users of the telephony functions, including the
maintenance of their own settings:
SAP_BC_SRV_GBT_USER

Roles that contain the authorizations for the administration of the telephony landscape:
SAP_BC_SRV_GBT_ADMIN
SAP_BC_SRV_COM_ADMIN

If none of these roles are assigned to users, they can still execute telephony functions, such as
initiating and accepting calls. However, they cannot maintain their own settings themselves. To
execute tasks, application-specific authorizations that are not contained in the Basis roles are
required.
$XWKRUL]DWLRQV

The authorizations for the SAPphone settings can be graded for different task areas:
7DVN

$XWKRUL]DWLRQREMHFW

9DOXHV

System administration
(is contained in the role
SAP_BC_SRV_COM_ADMIN,
for example)

S_TCODE

SPHA, SPHB, SPHD

S_TABU_DIS

SPHA, SPHO, SCOM

Central maintenance of work


center settings and user
settings

S_TCODE

SPHA, SPHD

S_TABU_DIS

SPHA, SPHO

Maintenance of own work


center settings and user
settings
(is contained in the role
SAP_BC_SRV_OFC_USER)

S_TCODE

SPHA, SPHD

S_TABU_DIS

SPHO

In addition to the role SAP_BC_SRV_OFC_USER, you can also assign the profile to the users who
are to be authorized to maintain work center settings and user settings centrally. For information on
the authorization concept of the SAP System and on role maintenance, see the documentation on
Users and Roles [SAP Library].
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CRM Interaction Center

$VVLJQLQJ5ROHVIRUWKH&,&

3URFHGXUH

Assign the administrator the following roles for maintaining telephony functions:
SAP_BC_SRV_GBT_ADMIN
SAP_BC_SRV_COM_ADMIN
Assign the user, and/or Call Center Agent the following roles:
SAP_BC_SRV_GBT_USER

:RUN&HQWHU,GHQWLILFDWLRQ
8VH

To execute telephony functions, the system has to recognize the connection between a computer and
the corresponding telephone, that is, the work center has to be identifiable. The type of work center
identification depends on the GUI used. The following options exist:

Identification by registry entry

Identification by host name of computer

Identification by user

Temporary identification by logon (session)

Ideally, LGHQWLILFDWLRQE\UHJLVWU\HQWU\ or LGHQWLILFDWLRQE\KRVWQDPH is used. If this is the case,


when a work center is created, either a SAPphone work center ID is stored in the registry of the
relevant PC or the unique host name of the computer is stored in the SAP System. However, neither
of these identification types can be used with all GUIs.
Due to the permanent user-work center relationship, only choose LGHQWLILFDWLRQE\XVHU if employees
work at fixed work centers. If you choose WHPSRUDU\LGHQWLILFDWLRQE\ORJRQ, different users can use
your work center but they have to create the work center again (that is, specify the telephony server
and telephone number) each time they execute a new logon.
$FWLYLWLHV

You set work center identification in the SAP Implementation Guide by choosing %DVLV %DVLV
6HUYLFHV &RPPXQLFDWLRQ,QWHUIDFHV 6$3SKRQH&OLHQW:LGH6HWWLQJV$FWLYDWH
7HOHSKRQ\&KRRVH:RUN&HQWHU,GHQWLILFDWLRQ.

The settings for work center identification should not be changed when the system is in
operation because the work center settings would no longer be found automatically. The
work centers would have to be created again.
Choose which type of identification is to be used for which GUI. The following prerequisites apply:
7\SHRI

3UHUHTXLVLWHV

3RVVLEOH3ODWIRUPV

The SAP GUI is installed locally on every


work center.

Win GUI on PC

LGHQWLILFDWLRQ

Identification by
registry entry

All computers have a 32-bit Windows


operating system.

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3.1 122

CRM Interaction Center

The users who create the work center


have authorization to write in the registry of
the relevant computer.
Identification by host
name

The host names of the computers are


unique in the system.

Win GUI on PC, Java


GUI, Web GUI

Identification by user

The users of the work centers always


execute the telephone functions on the
same work center.

All

Temporary
identification by
logon (session)

The work center settings have to be


maintained again each time you log on to a
work center before the telephony functions
can be used.

All

6HWWLQJ:RUN&HQWHU,GHQWLILFDWLRQIRUWKH&,&

3URFHGXUH

In transaction SPH4, make the following settings:


1. Select the 7HOHSKRQHVXSSRUWDFWLYH indicator.
2. Select the option 8VHUfor all identification methods.

6LWHVDQG7HOHSKRQ\6HUYHUV
6LWH

A site contains the telephony servers of a connection. The generic telephone number of the
connection (<country> <local area code> <general prefix> <number of digits in extension number>) is
assigned to the site. Extension number protection is also carried out at this level. The attributes of a
site apply to all the telephony servers in a site.
7HOHSKRQ\VHUYHU

A telephony server contains all extensions that are connected to the SAP System via the same access
(for example, an instance of the SAPphone server). It is a logical unit that contains the settings that
are required for the connection between the SAP System and the external telephony software.
The telephony server assigned in the SAP System does not have to be an actual physical telephony
server. It simply represents the external telephony software that is installed on a server (centrally), on
each work center (locally), or distributed among the two (client-server) and which connects the SAP
System with the telephone system. The communication process between SAP applications, work
centers, telephony servers and the telephone system depends on the telephone integration
architecture [Page 120].
:RUNFHQWHU

A work center consists of a computer, a telephone and a permanent user. Other users (for example,
substitutes or temporary help) can use the work center temporarily. The connection between the
computer and telephone (extension) runs via a telephony server.

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CRM Interaction Center


0RUH,QIRUPDWLRQ

For information on how to create a site, see Creating Sites [SAP Library].
For information on how to create a telephony server, see Creating and Maintaining Telephony Servers
[SAP Library].

3URFHVVLQJ6LWHDQG7HOHSKRQ\6HUYHU

A telephony server represents an externally connected telephone system. Several servers can be
active within one site.
3URFHGXUH

$GPLQLVWUDWLRQ7HOHSKRQ\

0HQXSDWK

&XVWRPHU,QWHUDFWLRQ&HQWHU
0DLQWDLQ6\VWHP6HWWLQJV

7UDQVDFWLRQFRGH

SPHB

1. Double-click on the structure node 6LWHVon the left side of the screen. Enter the required data on
the right side of the screen, and save your entries.

Enter the description of the location of the telephone system in the 6LWH field.
Enter the area code and number of the telephone system in the 1XPEHU SUHIL[ field.
Enter the number of digits of the extension in the ([WHQVLRQOHQJWK field.

2. Save your entries.


3. Open the structure node 6LWHVto see the site you have just created.
4. Double-click on 6HUYHUQDPHV
A wizard is started.
5. Enter the following data:
6HUYHU

: A maximum of six characters for the ID, which is unique in the system for all sites.

1DPH

: Description of the server, which represents a concrete telephone system.

5)&

dHVWLQDWLRQ: Enter 121( here for tests. By doing so, you activate the system-internal
simulation of a telephone system. To connect a real telephone system, an RFC destination
must be maintained, in which the type of connection between the SAP System and the
telephone system, or CTI Middleware is defined.

/RFDOVHUYHU

: Do not check this box

&DQRQ1XPEHUV

: Do not check this box

)XQFWLRQV

Telephony

1XPEHUVUHSODFHG

:0

5HSODFHPHQWQXPEHU

: 00

&RPPHQWV

: 2XWVLGHOLQHEHJLQQLQJZLWK

6HUYHULVUHDG\IRUXVH

:;

6HUYHULVWREHPRQLWRUHGE\DOHUWPRQLWRU

: Do not check box

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3.1 124

CRM Interaction Center

6. Press the &RQQHFWLRQWHVWpushbutton.


The result is that you now see the data maintained for the server on the left side of the screen.
7. If necessary, choose the /DQJGHSHQGHQWGHVFULSWLRQV tab page in the right screen area to
maintain the server name in various languages.
8. Save your entries.

'HILQLQJ$GGUHVV'DWD$UHDV
8VDJH

You define address data areas so that you can identify the corresponding business partner by the
telephone number.
3URFHGXUH

%DVLV6HUYLFHV&RPPXQLFDWLRQ,QWHUIDFHV
,QFRPLQJ&DOOV'HILQH
$GGUHVV'DWD$UHD'HILQH$GGUHVV'DWD$UHDV

0HQXSDWK

,0*%DVLV

6$3SKRQH&URVV&OLHQW6HWWLQJV

7UDQVDFWLRQFRGH

SPH5

1. Enter the following data:


$GGUHVVGDWDDUHD

: $''5

6HDUFKIXQFWLRQPRGXOH
5HDGIXQFWLRQPRGXOH
'HVFULSWLRQ

: 63+B$''5B6($5&+B&$//(5

: 63+B$''5B6($5&+B&$//(5

: %XVLQHVV$GGUHVV6HUYLFHV

2. If required, enter short texts in different languages in the address data area ADDR. For this, select
the following menu path: ,0*%DVLV %DVLV6HUYLFHV &RPPXQLFDWLRQ,QWHUIDFHV
6$3SKRQH&URVV&OLHQW6HWWLQJV ,QFRPLQJ&DOOV 'HILQH$GGUHVV'DWD$UHD 0DLQWDLQ
/DQJXDJH'HSHQGHQW'HVFULSWLRQ

0DLQWDLQLQJ:RUN&HQWHU6HWWLQJVDQG8VHU6HWWLQJV
8VH

How and by whom the work center settings and user settings can be maintained is described in this
section. Users can make their own settings themselves or the settings can be maintained centrally
(except for the creation of work centers).
A work center can only be created for the computer on which the procedure is carried out, as the
SAPphone work center ID is stored locally. However, you can configure the system so that the
individual user only needs to specify their telephone number in order to create the work center.
The table gives an overview of the functions available for creating and maintaining the settings:
)XQFWLRQ

'HVFULSWLRQ

7HPSODWHVHWWLQJV

Templates for user settings You can use them


to prepare the user settings for various user

CRM Interaction Center: Business Scenario Configuration Guide

Procedure
Creating Templates for
User Settings [SAP
3.1 125

CRM Interaction Center

&HQWUDOSUHSDUDWLRQ
IRULQGLYLGXDO
FUHDWLRQ

,QGLYLGXDOFUHDWLRQRI
ZRUNFHQWHU

,QGLYLGXDO
PDLQWHQDQFHRIXVHU

groups and then assign these settings to the


users.

Library]

This function reduces the amount of


administration for the individual users. Users
receive a mail, execute it and specify their
telephone number and the telephony server.
For more information, see Maintaining
Settings Centrally [SAP Library].

Maintaining (Creating)
Settings Centrally
[SAP Library]

Users call the function for creating their work


center and make all the settings themselves.

Creating and
Maintaining Work
Centers [SAP Library]

Users call the function for maintaining user


settings and maintain them themselves.

Maintaining User
Settings [SAP Library]

Administrators can change the settings for


telephone integration centrally for individual
users and work centers or for several users
and work centers simultaneously.

Maintaining
(Changing) Settings
Centrally [SAP Library]

VHWWLQJV
&HQWUDOFKDQJLQJRI
VHWWLQJV

'HILQLQJ8VHUDQG:RUN&HQWHU6HWWLQJVIRUWKH&,&
'HILQLQJ8VHU6HWWLQJV
0HQXSDWK

$GPLQLVWUDWLRQ7HOHSKRQ\

&XVWRPHU,QWHUDFWLRQ&HQWHU
0DLQWDLQ$JHQW6HWWLQJV

7UDQVDFWLRQFRGH

SPHA

1. Choose 8VHU6HWWLQJV
2. Make the following settings:
Under 'LVSOD\RILQERXQGFDOOV select the 1RGLVSOD\ option.
Under 1RWLILFDWLRQRIFDOOLQDEVHQFH select 1RH[SLUDWLRQWLPH.
Under 'DWDDUHDVIRUFDOOHUVHDUFKIRULQERXQGFDOOV enter %XVLQHVV$GGUHVV6HUYLFHV.
3. Save your entries.

'HILQLQJ:RUN&HQWHU6HWWLQJV
0HQXSDWK

$GPLQLVWUDWLRQ7HOHSKRQ\

&XVWRPHU,QWHUDFWLRQ&HQWHU
0DLQWDLQ$JHQW6HWWLQJV

7UDQVDFWLRQFRGH

SPHA

1. Choose :RUNFHQWHU
2. Make the following settings:
7HOHSKRQHQXPEHU

: Enter your telephone number. Consider the length that you have
entered when creating the telephony server [Page 124].

7HOHSKRQ\6HUYHU

: A maximum of six characters for the ID that you have created [Page 124].
You can use the F4 help to find the correct ID. Select the server ID that you defined
previously. See Processing site and telephony server [Page 124].
Select the IRU$&'IXQFWLRQVindicator.
3. Save your entries.
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CRM Interaction Center

7HVWLQJ&DOO&HQWHU)XQFWLRQV
8VH

You can use the test interface provided by SAPphone to test the call center functions.

The interface is available exclusively for test purposes.


$FWLYLWLHV
)XQFWLRQ

7UDQVDFWLRQ

'HVFULSWLRQ

7HVWLQJFDOO

SPHT

An interface is displayed that you can use to test the


following call center functions:

FHQWHU
IXQFWLRQV

registering or deregistering as an agent

registering or deregistering in a queue

specifying the work mode

specifying the wait mode

displaying the call partner and the


corresponding objects

accepting or rejecting calls

Transferring with or without consult

Conference calls

Putting calls on hold, retrieving calls, switching


between calls and hanging up individual calls
or all calls.

0DLQWDLQLQJ4XHXHV

First, determine all the CTI queues you want to use at CTI level. You need to maintain the queues in
the CRM System.
You can also set your CTI system so that the system automatically determines all the queues an agent
should be logged into.

'HILQLQJ4XHXHV
8VDJH

You define the queues that you determined previously and that you want to be available in the CRM
Online System.
3URFHGXUH

1. Choose &XVWRPHU,QWHUDFWLRQ&HQWHU$GPLQLVWUDWLRQ7HOHSKRQ\ 'HILQH&7,4XHXHV


(transaction code: CICV). Maintenance of the table is cross-client. The name of the CTI queue is
displayed in the selection screen for the queues when the the CIC is started.
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CRM Interaction Center


2. If do you not want to define different queues here, you can create a dummy queue with * as a
telephone number. The system converts * to an initial value, that is, the logic in your CTI system
determines what queue the agent is log into.

7HOHSKRQHQXPEHU

1DPHRI&7,WHOHSKRQHTXHXH

Selection via CTI

123

Sales hotline

234

Service hotline

5HVXOW

All the queues you have defined are now available in the system. However, there is no yet a
connection between the queues and the agents.

&,&3URILOHDQG4XHXHV

You need to assign an agent to an organizational unit. These organizational units may be assigned
CIC profiles, with which the agents working environment is defined in the Interaction Center.
You maintain the CIC profile in Customizing under IMG: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW
&XVWRPHU,QWHUDFWLRQ&HQWHU'HILQH&,&3URILOH (transaction code CICO). Two profile categories are
particularly important for CTI queues:

CTIQA_PROF

CTI queue assignment

CTIADM_PROF

CTI administration profile

2UJDQL]DWLRQDO8QLW

&,&3URILOH

       
7

 

- !7

    

CTIQA_PROF
CTIADM_PROF

QUEUE_PROF1
CTI_ADM_PROF1

$JHQW

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CRM Interaction Center

$VVLJQLQJ7HOHSKRQH4XHXHVWR&7,3URILOHV
3URFHGXUH

1. Go to the Customizing IMG and choose: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW&XVWRPHU


,QWHUDFWLRQ&HQWHU&RPSRQHQW&RQILJXUDWLRQ+LGGHQ&RPSRQHQWV&RQILJXUDWLRQRI&7,
&RPSRQHQW$VVLJQ7HOHSKRQH4XHXHVWR&7,3URILOHV
2. Enter a line for every telephone queue you want to assign to a telephone queue. You can display
the numbers you already created for telephone queues [Page 127] by using the F4 help in the
7HOHSKRQHQXPEHUcolumn.

&7,WHOHSKRQHTXHXH

7HOHSKRQH

SURILOH

QXPEHU

1DPHRI&7,WHOHSKRQHTXHXH

QUEUE_PROF1

123

Sales hotline

QUEUE_PROF1

234

Service hotline

QUEUE_PROF2

234

Service hotline

QUEUE_PROF3

Selection via CTI

Agents working for the sales and service hotline need QUEUE_PROF1.
Agents only working for the service hotline need QUEUE_PROF2.
Agents who leave the CTI System to decide on the telephone queue need
QUEUE_PROF3.
3. Go to the IMG and choose: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW&XVWRPHU,QWHUDFWLRQ&HQWHU
'HILQH&,&3URILOH
4. Assign the corresponding CTI telephone queue profile to your CIC profile in the profile category
CTIQA_PROF.

5HVXOW

The agent can now log into specific telephone queues in the system.

0DLQWDLQLQJ&7,$GPLQLVWUDWLRQ3URILOHV
8VDJH

The CTI administration profile enables you to define how the user interface is displayed when you log
into or out of a telephone queue.
3URFHGXUH

1. Go to the Customizing IMG and choose: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW&XVWRPHU


,QWHUDFWLRQ&HQWHU&RPSRQHQW&RQILJXUDWLRQ+LGGHQ&RPSRQHQWV&RQILJXUDWLRQRI&7,
&RPSRQHQW'HILQH&7,&RPSRQHQW3URILOH
2. Create a new profile and set the required flags on the details screen:

$XWRPDWLFORJLQ

$XWRPDWLFORJRXW

Here, you specify that the agent is automatically logged into the CTI
telephone queues assigned to his profile when he starts up the CIC.
Here, you specify that the CIC automatically logs the agent out of the CTI
telephone queues assigned to his profile when he chooses 7HOHSKRQ\4XLW

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CRM Interaction Center

4XHXHVHOHFWLRQVFUHHQ

Automatically triggers CIC to display the queue selection screen if


you log in or out manually, or if you have set the $XWRPDWLFORJLQRU$XWRPDWLFORJRXWflag.
o

$XWRPDWLFVHOHFWLRQRITXHXHDWORJLQ

$XWRPDWLFVHOHFWLRQRITXHXHDWORJRXW

This flag specifies that the CIC selects all


the queues belonging to your profile, which you are currently not logged into, when
you login. Prerequisite: You have set the 4XHXHVHOHFWLRQVFUHHQflag.
Here, you specify that the CIC
automatically selects all the queues belonging to your profile which you are currently
logged into, when you logoff. Prerequisite: You have set the 4XHXHVHOHFWLRQVFUHHQ
flag.

5HVXOW

You have finished configuring the queues in the CRM Online System.

7LSV 7ULFNV
6SHFLDOTXHXHZLWKQXPEHU

If a switch does not support the concept of queues, specify a queue number of 0 and assign this
queue to all agents in your call center.

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CRM Interaction Center

%XVLQHVV&XVWRPL]LQJ

This section contains all Customizing settings that must be made in the relevant systems.

6HWWLQJ8S2UJDQL]DWLRQDO'DWD'HWHUPLQDWLRQ

In the Implementation Guide (IMG), select &XVWRPHU5HODWLRQVKLS0DQDJHPHQW0DVWHU'DWD


2UJDQL]DWLRQDO0DQDJHPHQW2UJDQL]DWLRQDO'DWD'HWHUPLQDWLRQ, and make the required settings.
You can find information on individual Customizing activities in the IMG documentation.
Wizards are available to help when creating determination rules [SAP Library], and organizational data
profiles [SAP Library].
For more information, see determining organizational data [Page 131].

'HWHUPLQLQJ2UJDQL]DWLRQDO'DWD
8VH

When processing a business transaction, certain organizational data is mandatory depending on the
transaction type. In a service order, for example, the service organization is a determining factor in
processing. The distribution channel in a sales order is as important as the responsible sales
organization, as price and delivery data can depend on the distribution channel.
In the CRM System you have the following options for determining organizational data in the
document. These can be set in Customizing and are dependent on the transaction type:

no determination
In this case enter the organizational data (for example, sales area) manually in the document.

automatic determination
The system determines organizational data using the data available in the document, for
example, the business partner number, region, product, or using the user assignments for the
organizational unit (using the position).

3UHUHTXLVLWHV
1RDXWRPDWLFGHWHUPLQDWLRQ

1. You have created an organizational data profile in Customizing, in which QR determination rules
have been entered.
2. You have assigned this organizational data profile to the required transaction type.
$XWRPDWLFGHWHUPLQDWLRQ

1. You have created a determination rule in Customizing for each determination path with the
corresponding rule type.
2. You have defined one or two determination rules in the organizational data profile for evaluating
the organizational data profile of a business process.
3. You have assigned the organizational data profile to a transaction type.
CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center


You carry out the settings in Customizing for CRM. Choose 0DVWHU'DWD 2UJDQL]DWLRQDO
0DQDJHPHQW 2UJDQL]DWLRQDO'DWD'HWHUPLQDWLRQ. You can find further information in the
documentation there.
)HDWXUHV

When determining organizational data, the system takes the organizational data profile defined in
Customizing and the determination rules from this profile. These determination rules specify which
fields are taken into account when the system determines organizational data from the document data
(for example, business partner number, telephone number). Determining organizational data can be
set by assigning the organizational data profile for the business process type so that it is dependent on
the business process type.
There are two determination paths provided in the CRM system that have been characterized for the
rule types:

Rule type Responsibilities [SAP Library]

Rule type Organizational Model [SAP Library]

The basis rule types 2UJDQL]DWLRQDO'DWD and )XQFWLRQ0RGXOH are available in CRM, but to use them
you must have ABAP/4 knowledge. You can find information on these rule types in the basis
documentation.

Defining roles using organizational data [SAP Library]

Defining roles using function modules [SAP Library]

If you define two determination rules in the organizational data profile, the system creates the
intersection from the resulting quantity of the two rule resolutions.
Determining organizational data can differ according to the scenario, because an organizational unit in
the 6DOHV VFHQDULR can have different attributes with different values to an organizational unit in the
6HUYLFH VFHQDULR.
2UJDQL]DWLRQDOGDWDDWLWHPOHYHO

The 'LYLVLRQ attribute only exists at item level. The division is derived from the product.
All of the organizational data at item level of a document, except for the division, may not differ from
that in the header. There is therefore no individual organizational data determination at item level. The
following options for organizational data at item level are possible. You can set these in Customizing.
They are dependent on the item category.
6HWWLQJVIRU2UJDQL]DWLRQDO'DWDDW,WHP/HYHO
2UJDQL]DWLRQDOGDWDDWLWHPOHYHO

6HWWLQJV\RXPXVWPDNHLQ&XVWRPL]LQJ

The organizational data is copied from the


document header. The division is derived from
the product.

Assign an organizational data profile without a


determination rule to the item category.

There is no organizational data at item level


(no RUJDQL]DWLRQDOGDWD screen)

Do not assign the organizational data profile to


the item category.

$FWLYLWLHV

1. The system determines the responsible organizational unit


2. The system reads the other attribute values for this organizational unit ,and, if necessary, uses
them to determine other data, for example, the distribution channel.
If the system determines more than one responsible organizational unit or determines several
attribute values for the responsible organizational unit, a selection screen appears.

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CRM Interaction Center

0DVWHU'DWD

This section contains all Customizing settings that are required for configuring master data.

3URGXFW

You make the required Customizing settings for product master data in the Implementation Guide
under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW0DVWHU'DWD3URGXFW.

&UHDWLQJDQG&KDQJLQJ3URGXFWV
3UHUHTXLVLWHV

The products have been replicated from R/3. For more information, see:

Replicating Material Master Data from R/3 in CRM/EBP [SAP Library]

Replicating Data on Articles from R/3 in CRM [SAP Library]

Replicating Service Master Data from R/3 in CRM/EBP [SAP Library]

If you want to assign self-defined set types to a product, you have:

Defined the set types and their attributes. For more information, see:

Maintaining Set Types [SAP Library]

Maintaining Attributes [SAP Library]

Assigned the set types to a product category in a category hierarchy, and also to the required
view. For more information, see:

Maintaining Categories and Hierarchies: Categories [SAP Library]

'HILQH9LHZV

under 6HWWLQJVIRU3URGXFW0DLQWHQDQFH in the Implementation Guide (IMG) for

3URGXFWV

&UHDWLQJ3URGXFWV

1. In the user menu, choose 0DLQWDLQ3URGXFWV.


Product maintenance is accessed either in display mode or in change mode, depending on how
you have defined your defaults under 6HWWLQJV.
2. Choose &UHDWH0DWHULDO6HUYLFH)LQDQFLQJ.
3. Enter a base category.
A product is always created together with a base category. The base category determines which
attributes should be maintained for the product. You can select a base category using the possible
entries pushbutton.
4. Indicate whether you are creating a configurable product and then choose &RQWLQXH.
The relevant product data can now be entered.
5. Enter a product ID, or choose (QWHU and a product ID will be assigned by internal number
assignment.
6. Enter a product description text.
7. Enter data as required:
CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center


-

To create product relationships, choose 5HODWLRQVKLSV.

You are creating the product PRINTER. You assign the products PRINTER_CABLE
and POWER_CORD to this product as accessories. You then assign the product
PRINTER to the product PC as an accessory of this product.
-

To enter the necessary data on the tab pages, see Set Types in Product Maintenance
[SAP Library].

To enter a price for the product, choose the tab page &RQGLWLRQV.
8. Save your data.
You will not be able to save the product if the application log contains very high priority errors.
For high priority errors, you can only save an inactive version of the product. However, an active
version of the product can be saved for lower priority errors.
For more information, see Application Log [SAP Library].
&KDQJLQJ3URGXFWV

Product data created in the CRM System can generally be changed, whereas data that was imported
from the original system of the product, an OLTP System for example, cannot be changed.
The product ID and description in the product header cannot be changed. However, it is possible to
change the product description in the 'HVFULSWLRQV set type.
The base category to which you have assigned the product in the header data can similarly not be
changed. You can however assign the product to additional product categories.
6HHDOVR

Uploading CRM Product Data to OLTP Systems [SAP Library]


Data Entry in the Upload Input Screen [SAP Library]

%XVLQHVV3DUWQHUV

You make the required Customizing settings for business partner master data in the Implementation
Guide under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW0DVWHU'DWD%XVLQHVV3DUWQHU.

&UHDWLQJ%XVLQHVV3DUWQHUV
3UHUHTXLVLWHV

The initial screen for maintaining a business partner depends on the 6HWWLQJV you have chosen for the
initial screen leading into the business partner dialog.
For more information, see Settings [SAP Library].
3URFHGXUH

You are in the Business Partner dialog.


1. Select a business partner category in the application toolbar.
2. Specify the role in which you wish to create the business partner. With the BP role contact
person the business partner category person is default.
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CRM Interaction Center


3. Select a grouping. Each grouping is assigned to a number range.

If a grouping has been defined as a standard grouping in Customizing, this grouping is


chosen automatically. If you want to assign the business partner to a grouping that is
different to the standard grouping, then you should select the grouping you require.
If you select a grouping with internal number assignment, you do not need to enter a business
partner number. This is created automatically by the system.
If you select a grouping with external number assignment, you need to enter a business
partner number.
4. Enter the required data for the business partner in the tab pages. Fill the appropriate required
entry fields.
5. Choose 6DYH.
5HVXOW

You have created a business partner in the role you selected.

)DFWVKHHW

The fact sheet provides a compressed overview of business partner information from several sources,
for example, from business partner data, statistical data and transaction data (from the OLTP R/3 and
the CRM Online System).
A fact sheet is a view which various info blocks are assigned to. You can assign the info blocks and
specify the sequence in customizing.

The info blocks are embedded in the program you cannot change the data. You can
only change the data by programming a new view (at project level).
You can define info blocks and views in customizing under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW
%XVLQHVV3DUWQHU%XVLQHVV3DUWQHU)DFW6KHHW 0DLQWDLQ,QIR%ORFNV

0DVWHU'DWD

Here, you can create the CRM info block and assign the R/3 info block.
56\VWHP

In the R/3 System, this function is called a sales summary. You can find further information about this
in the SAP Library under /RJLVWLFV6DOHVDQG'LVWULEXWLRQ 6' 6DOHV6XSSRUW&RPSXWHU$LGHG
6HOOLQJ &$6 %DVLF'DWDIRU6DOHV6XSSRUW6DOHV6XPPDU\
Make the necessary settings in customizing by working through the following steps:

6DOHV6XSSRUW &$6 6DOHV6XPPDU\'HILQH5HSRUWLQJ9LHZV

6DOHVDQG'LVWULEXWLRQ

You define a view and assign the standard formula SD-SALES-SUMMARY to it.

6DOHV6XSSRUW &$6 6DOHV6XPPDU\$VVLJQ,QIRUPDWLRQ%ORFNVWRD

6DOHVDQG'LVWULEXWLRQ
9LHZ

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CRM Interaction Center

3DUWQHU3URGXFW5DQJH

Using the Partner/Product Range (PPR), you can offer a customer exactly those products and
services that are relevant for him. You can also prevent the sales of specific products using PPRs.
Partner/ product ranges connect business partners and products, or services together. A customer
should only be able to order products that are part of the grouping to which he belongs. The
combination of products and business partners is always limited to a time period. Every partner/
product range has a specific organizational frame; this means the sales or purchasing organization, in
which the combination of products and business partners is valid.

Using PPRs is optional. Only make the settings, described below, if you wish to use PPRs
in the sales transaction.

Make the necessary settings for the partner/product range in the Implementation Guide under
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW 0DVWHU'DWD3DUWQHU3URGXFW5DQJH
Work through the following steps in Customizing:

0DVWHU'DWD3DUWQHU3URGXFW5DQJH 'HILQH

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
3DUWQHU3URGXFW5DQJH7\SHV

0DVWHU'DWD3DUWQHU3URGXFW5DQJH 'HILQH*HQHUDO

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
6HWWLQJVIRU3DUWQHU3URGXFW5DQJH

0DVWHU'DWD3DUWQHU3URGXFW5DQJH 'HILQH6RUW

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

5RXWLQHVIRU%XVLQHVV3DUWQHU5HIHUHQFHV

0DVWHU'DWD3DUWQHU3URGXFW5DQJH 'HILQH6RUW

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
5RXWLQHVIRU3URGXFWV

0DVWHU'DWD3DUWQHU3URGXFW5DQJH 'HILQH7UDQVDFWLRQ

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
7\SHV5HOHYDQWIRU&KHFN

Optional activities:

0DVWHU'DWD3DUWQHU3URGXFW5DQJH 'HILQH5XOHVIRU

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
3DUWQHU3URGXFW5DQJH7\SHV

0DVWHU'DWD3DUWQHU3URGXFW5DQJH 'HILQH3DUDPHWHU

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

,'DQG3DUDPHWHU2EMHFWVIRU3355XOHV

The relevant settings are described in the IMG documentation.

&KHFNLQJ3DUWQHU3URGXFW5DQJHVLQ6DOHV
7UDQVDFWLRQV
8VH

Partner/product ranges (PPRs) allow you to offer business partners the exact combinations of
products or services that are relevant for them in a specific period of time. This also enables you to
avoid certain products being sold at specific times.

Customer 4711 can only order products M201, M202 and R120.
Customer 3815 cannot order product M208.
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CRM Interaction Center


The PPRs are used for this purpose during a check in the sales transaction.
3UHUHTXLVLWHV

In order that the PPR check in the sales transaction is active, you need to have made the following
settings in Customizing for the partner/product range (,0*&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
0DVWHU'DWD 3DUWQHU3URGXFW5DQJH :

You need to have set the flag &KHFN335VLQ%XVLQHVV7UDQVDFWLRQVin the activity 'HILQH
*HQHUDO6HWWLQJVIRU3DUWQHU3URGXFW5DQJHV

In the activity 'HILQH7UDQVDFWLRQ7\SHV5HOHYDQWIRU&KHFNyou need to have entered the


transaction types for which a check should be carried out in the sales transaction.

In the activity 'HILQH3DUWQHU3URGXFW5DQJH7\SHVyou have set the flag &KHFNLQ%XVLQHVV


7UDQVDFWLRQ

You have maintained the required PPRs. Further information is available under Processing
Partner/Product Ranges [SAP Library] and Controlling Partner/Product Ranges [SAP Library].

The following applies for the data on the 2UJDQL]DWLRQDOGDWDtab page (transaction type,
partner function, sales organization, service organization, purchasing organization) in the
PPR header:

If entries are maintained, these are checked at header level as to whether they match the
corresponding values of the sales transaction. If they match, the products contained in the PPR
are considered further, otherwise they are not.

If no entries are maintained, the corresponding PPR is used for all possible instances of the
object. If, for example, no data is maintained for the sales organization, the relevant PPR is valid
for all sales organizational data.

)HDWXUHV

Once you have entered the relevant data, the system attempts to find a partner/product range in which
the following data is entered:

Product of sales transaction item

Sold-to party or assigned partners

Delivery date

organizational data (purchasing organization, sales organization, service organization, transaction


type), if applicable

If no combination of business partner, product and time period exists, that is, if no PPR was created
for it, the system issues a message that no PPR was found.
If the product entered for the business partner was excluded from a PPR, the system issues a
message that the PPR XYZ is excluded for business partner B.
The sales transaction can nevertheless be saved

&UHDWLQJ3DUWQHU3URGXFW5DQJHV
8VH

You create a partner/product range (PPR), for example, so that you can use it in the sales transaction
check [Page 136] or as a product proposal.

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CRM Interaction Center


3UHUHTXLVLWHV

You have made all the necessary settings in Customizing for partner/product ranges.
Menu path in implementation guide: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW0DVWHU'DWD
3DUWQHU3URGXFW5DQJHV
6HHDOVR

Controlling Partner/Product Ranges [SAP Library]


3URFHGXUH

1. SAP Menu: 0DVWHU'DWD3DUWQHU3URGXFW5DQJH0DLQWDLQ3DUWQHU3URGXFW5DQJHVThe


screen 'LVSOD\RUFKDQJHSDUWQHUSURGXFWUDQJHVis displayed.

Under ([WUDV 6HWWLQJVyou can choose whether you call up the display or change
mode when you start the transaction.
2. Choose &UHDWH335 In the displayed list field, choose the required partner/product range type
and one of the assigned item types.
3. Enter the key and description (mandatory field) for the partner/product range type.

You can only make an entry in the PPR ID entry field until you press a pushbutton or a
choose a tab page. It can no longer be changed afterwards.
4. Enter the following data on the *HQHUDOtab page:

Status: specifies whether or not the partner/product range can be used. Only the status $FWLYH
allows it to be used.
6RUWLQJVHTXHQFH

: You can specify the sorting sequence for business partners and products.

You can set the exclusionflag, that is, exclude the entire partner/product range.
5. Use the 2UJDQL]DWLRQDOGDWDtab page to choose which objects the PPR should be valid for.
The table changes depending on the object you select. If, for example, you choose
7UDQVDFWLRQW\SH you must enter a transaction description.
If no entries are maintained, the effect on the partner/product range check in the sales
transaction [Page 136] is that the PPR in question is valid for all possible instances. If, for
example, no data is maintained for the sales organization, the relevant PPR is valid for all
sales organizational data.
6. Enter a key and the description for the item in the 335LWHPsubscreen.
You also have the option of setting the exclusionflag here.
7. Enter the following data in the item detail:
D

5HIHUHQFHVWRSDUWQHUSURGXFWUDQJHV

Enter the key for the required PPR.


E

5HIHUHQFHWREXVLQHVVSDUWQHUVSURGXFWVDQGWLPHVWDPSV

Use the %XVLQHVVSDUWQHUtab page to choose the reference type, that is, business partner,
target group, business partner group hierarchy, rule.
The table changes depending on the reference type you choose. If, for example, you
choose %XVLQHVV3DUWQHUV you must enter the business partner number. For7DUJHW
JURXS you must enter the name of the target group.

You use the 3URGXFWVtab page to choose a reference type, for example, product or
product category or rule.

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CRM Interaction Center


The table changes depending on the reference type you choose. If, for example, you
choose 3URGXFWV you must enter the product number. For3URGXFW+LHUDUFK\you must
enter the product hierarchy ID.

You use the 7LPHVWDPStab page to choose a reference type, for example, date from to
or rule.
The table changes depending on the reference type you choose. If, for example, you
choose 'DWHIURPWRyou must enter a start and you have the option of entering an end
date.
You also have the option of setting an exclusionflag, and, by doing so, of excluding
specific time periods from the PPR.

Only one business partner rule, product rule and timestamp rule can be created for each
PPR item.

5HVXOW

You have created a partner/product range which is now displayed in the locator hit list.

3URFHVVHV

This section contains all Customizing settings that are required for configuring business processes.

,QWHUDFWLRQ&HQWHU
3XUSRVH

The Interaction Center (IC) is a key technology of Customer Relationship Management (CRM) with
mySAP.com. It is designed as a multi-channel, blended business process interaction center to
empower call centers to provide the highest possible level of customer service. It provides robust
technology for contact center operations. It tightly integrates a highly customizable and full-featured
front office with your back-office as well as your entire range of customer-centric processes. The
Interaction Center is state-of-the-art technology for any business transactions via phone, e-mail, chat,
paging, Web call back, or voice-over Internet Protocol (VoIP).
,PSOHPHQWDWLRQ&RQVLGHUDWLRQV

The IC is developed with an open interface to support a variety of CTI middleware products, as well as
telephony servers and switches. The IC also supports Interactive Voice Response (IVR) systems,
which capture call-attached data [SAP Library].
,QWHJUDWLRQ

Since the IC is integrated with other SAP System components, agents have complete access to
customer information and customer business transactions. You define the business transactions that
an agent has access to in Customizing. For example, an agent may need authorization to log
customer problems, create sales orders, update a customer address, change employee information, or
check the status of a delivery.
Organizations use the IC in a variety of business scenarios including sales, service, collections, or
human resources. For one company, the IC may be used as an inbound sales center, where agents
CRM Interaction Center: Business Scenario Configuration Guide

3.1 139

CRM Interaction Center


enter sales orders, answer delivery inquiries, create return material authorizations, or update customer
addresses. Another company might use the IC to register service requests for internal or external
customers. Yet another company might only process e-mail correspondence with their customers
through the IC. Agents in an integrated call center may perform all of these activities.
)HDWXUHV

Telesales [SAP Library] functions such as processing inbound and outbound telephone calls with
customers and other business partners using Computer Telephony Integration (CTI) [SAP Library]
technology as middleware.
As an integrated call center application, the IC provides agents complete access to any SAP
business transaction along with a full range of telephony features.

An Interactive Intelligent Agent (IIA) [SAP Library] for problem analysis, Symptom and Solution
Search [SAP Library] and Frequently Asked Questions.

Option to access communication channels provided by Web Customer Support [SAP Library]

Scripting [SAP Library]

Broadcast messaging [SAP Library]

Alert modeler [Page 154]

Call list management [SAP Library]

Business partner search [Page 151]

Call state view [SAP Library]

Real-time screen pop [SAP Library]

Logging [SAP Library]

An e-mail system in which agents can also display their overdue e-mail or planned activities, such
as sending follow-up e-mails for a campaign.

Customer-focused overviews of business relationships and customer history


A comprehensive interaction history provides one view of a customer. This enables agents to
view planned and historical activities along with sales and service orders.

Increased agent productivity with Business Data Display (BDD) [SAP Library] and action box
[Page 145]
These two IC components work together to display customer-related information and to
enable the agent to navigate and perform any SAP business transaction.

6HHDOVR

IC Setup [SAP Library] for information about IC Customizing


IC Administration and Reporting [SAP Library] for information about additional settings not included in
Customizing and reporting
IC Application [SAP Library] for information about how you might use IC

CRM Interaction Center: Business Scenario Configuration Guide

3.1 140

CRM Interaction Center

%DVLF&,&6HWWLQJV

This section contains all the basic Customer Interaction Center (CIC) settings that are necessary to
configure this business process.

,&)UDPHZRUN
'HILQLWLRQ

A program that determines the front office configuration, based upon the Interaction Center (IC) profile.
The framework includes the available functions for the agent as well as the location and what order
they are found on the IC screen.
8VH

The framework is assigned to the IC profile [Page 157]. When the agent logs into the IC, the profile is
determined from the agents organizational structure [SAP Library]. The IC profile is inherited from the
lowest-level organizational object, however, the framework is inherited from the highest-level
organizational structure.

)UDPHZRUN([DPSOH

CIC Profile A
Framework A

Sales
Division

CIC Profile B
Framework B

Sales
Representative

CIC Profile B
Framework A Jose Vega

Agent -RVH9HJDinherits Framework A from the organization unit, 6DOHV'LYLVLRQ, and IC


Profile B from the position, 6DOHV5HSUHVHQWDWLYH.

We recommend only defining and using one framework per organizational structure.

The agent only sees components which:

Are configured in the framework

Have a component profile defined in the IC profile

6WUXFWXUH

The framework consists of:




Framework title

Components

Visible components [SAP Library]


Those components which the user sees.

Hidden components [SAP Library]

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CRM Interaction Center


Those components which the user does not see, but are technically needed to help the
visible components work.
In addition to the standard components, custom-built components can be configured in the IC
framework in the navigation and application areas. To create your own components, see Customizing
for the ,QWHUDFWLRQ&HQWHU under &XVWRPHU6SHFLILF6\VWHP0RGLILFDWLRQVIRU,& 'HILQH&XVWRPHU
6SHFLILF&RPSRQHQWV.
The framework can include up to seven visible components. Each component occupies one slot of the
framework. The framework allows flexibility in adding components to several different slots.
&RPSRQHQWVDQG3RVVLEOH6ORWVLQ)UDPHZRUN
9LVLEOH&RPSRQHQW

/6KDSHG

/6KDSHGZLWKRXW

ZLWK&DOO

&DOO6WDWH

6WDWH

Business partner search

Agent dashboard

2, 3, 4

Broadcast messaging

2, 3, 4

Call state

2, 3, 4

Quick keys

2, 3, 4

Reminder scripting

2, 3, 4

Slim action box

2, 3, 4

4 (plus variant), 3

Navigation area

Application area

Action box*
Business data display**
Interactive scripting**
* As of mySAP CRM Release 2.0, we recommend only using the slim action box.
** We recommend using these components in the workspaces of the application area instead.
The framework can be configured three ways:


L-shaped with call state

Slot 1

Slot 2

Slot 3
Slot 4

Slot 5

Slot 6


L-shaped without call state

CRM Interaction Center: Business Scenario Configuration Guide

3.1 142

CRM Interaction Center

Slot 1

Slot 3

Slot 4
Slot 6
Slot 5

Vertical

Slot 1

Slot 2
Slot 3
Slot 4
Slot 5

Slot 6
As of mySAP CRM Release 2.0, we recommend only using one of the L-shaped frameworks.
Slot 7, which holds the component container, can also be added to the bottom of each framework.
There are default frameworks available.
For more information about defining IC framework, see the Implementation Guide (IMG) activity
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW ,QWHUDFWLRQ&HQWHU 'HILQLWLRQRI)URQW2IILFH)UDPHZRUN

CRM Interaction Center: Business Scenario Configuration Guide

3.1 143

CRM Interaction Center

&UHDWLQJD)UDPHZRUN7LWOH
8VH

You can create one or more customized titles for the Customer Interaction Center application. In the
next step, the title is assigned to a framework.
3URFHGXUH

&XVWRPHU,QWHUDFWLRQ
'HILQLWLRQRI)URQW2IILFH)UDPHZRUN0DLQWDLQ

,PSOHPHQWDWLRQ*XLGH ,0*

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

PHQX

&HQWHU

:LQGRZ7LWOH
7UDQVDFWLRQFRGH

&50&B&,&B7,7/(B7(;76

For more information, see the IMG documentation.

'HILQLQJD)UDPHZRUN
8VH

The framework determines which components are available and where they are located in the
Customer Interaction Center (CIC) application. You create and define a framework, assign the
framework to a title that you created in the previous step, and then later assign the framework to a CIC
profile.
3URFHGXUH

&XVWRPHU,QWHUDFWLRQ
'HILQLWLRQRI)URQW2IILFH)UDPHZRUN0DLQWDLQ

,PSOHPHQWDWLRQ*XLGH ,0*

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

PHQX

&HQWHU

)UDPHZRUN,'DQG3DUDPHWHUV
7UDQVDFWLRQFRGH

&50&B&,&B):B0$,17$,1

In your framework, include all the relevant visible and hidden components for each function that you
want to use in the CIC.
For more information, see the IMG documentation.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

0DLQWDLQLQJ:RUNVSDFHV
8VH

You configure workspace profiles to determine which visible components are found in the navigation
and application areas within the framework of the Customer Interaction Center (CIC). These profiles
are later assigned to the CIC Profile.
3URFHGXUH

&XVWRPHU,QWHUDFWLRQ
&RPSRQHQW&RQILJXUDWLRQ9LVLEOH&RPSRQHQWV

,PSOHPHQWDWLRQ*XLGH ,0*

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

PHQX

&HQWHU

'HILQH3URILOHIRU$XWRPDWLFDOO\&UHDWHG:RUNVSDFHV
7UDQVDFWLRQFRGH

&50&B&,&B:63

For more information, see the IMG documentation.

$FWLRQ%R[
8VH

Agents can use the action box to execute business transactions quickly on the Interaction Center (IC)
screen. The action box is essentially a collection of shortcuts to available functions or transactions
within mySAP CRM and Enterprise R/3.
,QWHJUDWLRQ

The action box is highly customizable. Your system administrator can create links to the functions or
transactions that IC agents use the most.
3UHUHTXLVLWHV

The system administrator has made the proper settings in Customizing. For more information, see
Configuring Your Action Box [Page 146].
)HDWXUHV
,QIRUPDWLRQ([FKDQJHWRDQGIURPWKH,&6FUHHQ

The system transfers information from the IC screen to the transactions called up using these
shortcuts. Information can also be returned from the transaction to the IC screen.
For example, the system administrator could configure the action box so that when agents use the
shortcut to the sales order transaction, the system copies the business partner information from the
Business Data Display (BDD) into the sales order. When the agent has completed the sales order, the
system returns the sales order object into the BDD.
)XQFWLRQ.H\V

You can call up the shortcuts defined for the action box right from the keyboard using predefined
function keys. Function keys are defined by the system administrator.
3DUDPHWHUV

A dialog box appears when you call up a shortcut. You can change the preset parameters or simply
confirm them.
1HZ:LQGRZ

Action box transactions appear in a separate session.


CRM Interaction Center: Business Scenario Configuration Guide

3.1 145

CRM Interaction Center


$FWLYLWLHV

If your system administrator has set up your action box to transfer information from IC into
the shortcut, select the object that you want to be transferred in the BDD before selecting
a shortcut from the action box.
You can access the shortcuts your system administrator has defined as follows:
6OLPDFWLRQER[

Choose the shortcut group button to use the shortcut defined as the default for that group.

Select the desired shortcut in the dropdown box for the shortcut group button.

6WDQGDUGDFWLRQER[ 

Select the tab for the relevant shortcut group and choose the icon for the shortcut you want to use.

Select $V\QFKURQRXV if you want the transaction to appear in a separate session.

Select 3DUDPHWHU if you want the system to display a dialog box where you can verify or
change the predefined parameters.

*As of mySAP CRM release 2.0, we recommend only using the slim action box.
2WKHUDFFHVVPHWKRGV

Enter the transaction code (maximum 4 characters) in the unmarked field on the far left side of the
action box.
You can find transaction codes by selecting the dropdown box for group shortcut buttons in
the slim action box or in the &DOO field of the standard action box.

Use the appropriate function key defined for the shortcut you want to access.

6HHDOVR

Context Menus for Customer History and Business Data Display [SAP Library]

&RQILJXULQJ<RXU$FWLRQ%R[
8VH

The system administrator must make the settings listed below in Customizing before agents can use
the action box function. These settings define the appearance and functions of the action box in the
Interaction Center (IC).
3UHUHTXLVLWHV

The system administrator has:

Assigned all agents who are to use this function to positions or organizational units in
organizational management.
To access organizational management options from the SAP Menu, choose ,QWHUDFWLRQ&HQWHU
$GPLQLVWUDWLRQ,&6WUXFWXUH.

Assigned the IC profile to the positions or organizational units.

3URFHGXUH

1. Access the activity 0DLQWDLQ)UDPHZRUN,'DQG3DUDPHWHUV in Customizing for the ,QWHUDFWLRQ


&HQWHU, and include the following components in the framework:
CRM Interaction Center: Business Scenario Configuration Guide

3.1 146

CRM Interaction Center

Slim action box or action box* (visible component)

Action box (hidden component)


*As of mySAP CRM Release 2.0, we recommend only using the slim action box.

2. If you want to link to a transaction in an Enterprise R/3 system, then access the activity 0DLQWDLQ
/RJLFDO6\VWHPIRU$FWLRQ%R[7UDQVDFWLRQV.
3. Create a configuration profile in the activity 'HILQH&RQILJXUDWLRQ3URILOHIRU$FWLRQ%R[.
4. Access the activity 0DLQWDLQ,&, and add slim action box or action box profile category, depending
on the action box style you included in your framework. Specify the profile you created in step 3.
5HVXOW

The action box appears on agents IC screens. It includes the transactions and options that the system
administrator defined.
6HHDOVR

Context Menus for Customer History and Business Data Display [SAP Library]

,QWHUDFWLYH6FULSWLQJ
8VH

This component guides agents through customer interactions by moving through a series of steps.
These steps may include questions with predefined answers, business transactions, Web documents,
or any other activities within the Interaction Center (IC).
If you want to use the Interaction Wizard script, which guides agents through the steps involved in
simple activity creation, see SAP Note 501119.
$FWLYLWLHV

1. Define all the interactive scripts you need, including the related system actions, as described in
Maintaining Interactive Script Structures [Page 149].
2. Assign these scripts to profiles in Customizing for the ,QWHUDFWLRQ&HQWHU in 'HILQH,QWHUDFWLYH
6FULSWLQJ3URILOH.
3. Add the interactive scripting component and profile you want to use to the IC profile in
Customizing for the ,QWHUDFWLRQ&HQWHU in 'HILQH,&3URILOH.
4. To ensure that scripts appear for all designated agents, be sure to assign these agents to
positions or organizational units that you have set up in organizational management. To access
organizational management options from the SAP Easy Access Menu, choose ,QWHUDFWLRQ&HQWHU
$GPLQLVWUDWLRQ,&6WUXFWXUH. Make sure that you have assigned a IC profile to the position or
organizational unit you want to use.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 147

CRM Interaction Center

0DLQWDLQLQJ6FULSW7H[WV
8VH

You can create, display, or change script texts for both reminder scripting and interactive scripting.
0DLQWDLQLQJ6FULSW7H[WV

1. From the SAP Menu, choose ,QWHUDFWLRQ&HQWHU$GPLQLVWUDWLRQ6FULSWLQJ0DLQWDLQ6FULSW


7H[WV.
2. On the screen that appears, enter a text name, text ID, and the language. If you want to use a text
in reminder scripting, you can use text ID &,&6 or 67. For interactive texts, you must use 67.
3. Choose 'LVSOD\, &KDQJH, or &UHDWH.
4. On the screen that appears, maintain the text of your question.
If you want to use an HTML document, type the URL in the first line of the text, preceded by
the command URL (for example, URL HELP.SAP.COM).
If you want to include variables in the script text, type the variable name inside square
brackets within the text (for example, [userID_01]). Variable names are case sensitive. For
information about creating variables, see Maintaining Script Variables [Page 148].
5. Save your data.
6. Repeat this procedure for each text that you want to use in your script.

0DLQWDLQLQJ6FULSW9DULDEOHV
&UHDWLQJD1HZ6FULSW9DULDEOH

1. From the Interaction Center (IC) $GPLQLVWUDWLRQ menu, choose 6FULSWLQJ 0DLQWDLQYDULDEOHV.
2. Choose 1HZHQWULHV.
3. Enter a unique variable name in the 9DULDEOHfield.
4. Enter either a fixed value, a system field name, call-attached data object and display attribute, or a
function module name (for a custom-built function) to map to the variable in the appropriate field.
You can use the following system field names:

6\GDWXP

6\GDWOR

(local date for user)

6\X]HLW

(time)

6\WLPOR

(local time for user)

6\XQDPH

(current date)

(user name from SAP logon)

You must use the following for a custom-built function:

Importing parameter: variable_name (12 characters)

Exporting parameter: value (255 characters)

Exceptions: others

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CRM Interaction Center

&KDQJLQJD6FULSW9DULDEOH

1. From the Interaction Center $GPLQLVWUDWLRQ menu, choose 6FULSWLQJ 0DLQWDLQYDULDEOHV.


2. Choose the variable you want to change and then choose 'HWDLOV.
3. Change the variable as needed and save your entries.

0DLQWDLQLQJ,QWHUDFWLYH6FULSW6WUXFWXUHV

To access the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen from the SAP Menu, choose ,QWHUDFWLRQ
&HQWHU$GPLQLVWUDWLRQ6FULSWLQJ0DLQWDLQ,QWHUDFWLYH6FULSW6WUXFWXUHV.
0DLQWDLQLQJ6FULSW7H[WV

See Maintaining Script Texts [Page 147].


&UHDWLQJ1HZ6FULSWV

1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, choose &UHDWH.


2. Enter a numeric script ID, a description, and validity time frame. Set the status to 5 (active).
A complete script consists of one or more nodes. The first node you create is always a root
node, which appears as a red box on the screen. The root node "anchors" the script structure
in the Interaction Center (IC). To expand the script structure by adding more nodes, see
&UHDWLQJ1HZ1RGHV.
3. Save your data.
&UHDWLQJ1HZ1RGHV

1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change, and choose (GLW.
2. Click the yellow node (question node) or the blue node (end node) in the detail area.
3. Move the pointer to the drawing area of the screen and click where you want to place the node.
$VVLJQLQJ4XHVWLRQVWR1RGHV

1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change, and choose (GLW.
2. Select the node for which you want to define a question and choose 5HDVVLJQPHQW.
On the screen that appears, if you want to reuse an existing text, select the folder, select the
text, and choose (QWHU. Otherwise, continue with step 3 to create a new text.
3. Choose &UHDWHD1HZ4XHVWLRQ.
4. Enter a numeric question ID and a description. Select the value function
&50B70B9$/B75$16/$7(. This value function displays the text in interactive scripting.
5. If you want to mark the question as read only, select 4XHVWLRQ/RFNHG.
6. In the 6$36FULSW1DPH field, enter the text name of a question that you created previously. For
more information, see Maintaining Script Texts [Page 147]. Choose (QWHU.
A message appears confirming that the question was saved.

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2UJDQL]LQJ4XHVWLRQV

1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change and choose (GLW.
2. Select a node and choose 5HDVVLJQPHQW.
3. Choose &UHDWH)ROGHU.
4. Enter a name for the new folder and choose (QWHU.
5. Select the 8QFODVVLILHG folder.
6. Select the desired question and drag it to a folder.
/LQNLQJ1RGHVZLWKDQ$QVZHU&RQQHFWRU

1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change and choose (GLW.
2. Choose &RQQHFW.
The cursor becomes a pencil when you position it within the drawing area. To cancel, click on
any empty part of the drawing area.
3. Move the cursor so that it touches one of the nodes you want to connect. Drag the pencil to
connect that node to another node.
When you release the pencil, a connecting line appears. This line is called the answer
connector.
$VVLJQLQJ$QVZHUV

1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change and choose (GLW.
2. Double-click the question mark above an existing answer connector.
In the screen that appears, notice that the question IDs of the questions that you linked using
this answer appear in the &RQWH[W section of this dialog box.
3. If you find an existing answer that is sufficient, select it and choose (QWHU. Otherwise, continue
with step 4.
4. Select &UHDWHD1HZ$QVZHU.
5. Enter the answer text and select an action type and action that you want to trigger when this
answer is selected during IC execution. The following action types are available:

CIC-EV STOP_SCRIPT
Use with the last answer

CIC-EV EXIT_TO_SCRIPT <script no>


Use to execute another script

CIC-OK <OK CODE>


Use to execute an OK code in the Interaction Center

CIC-AB <Action Box call>


Use to execute an action box call

&UHDWLQJ4XHVWLRQVDQG$QVZHUVLQ0XOWLSOH/DQJXDJHV

1. Create and check an interactive script in the original language.


2. In the 0DLQWDLQ6FULSW7H[WV transaction (CIC9), create new question texts in the second language.
Each of these texts must have the same name and text ID as the corresponding original text.
3. To maintain the answers in a second language, you must first log off and log on again in the
second language.
4. Use the ,QWHUDFWLYH6FULSWLQJ(GLWRU to maintain the answer texts in the second language as
described above.
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&KHFNLQJWKH6FULSW

1. On the ,QWHUDFWLYH6FULSWLQJ(GLWRU screen, select the script you want to change and choose (GLW.
2. Choose &KHFN6FULSW.
If the script contains errors, the system displays an error report.
3. Correct any errors and save the script.

'HILQLQJD3URILOH ,QWHUDFWLYH6FULSWLQJ
8VH

Use this step to group interactive scripts into profiles.


3URFHGXUH

&RPSRQHQW&RQILJXUDWLRQ
$SSOLFDWLRQ$UHD'HILQH,QWHUDFWLYH

,PSOHPHQWDWLRQ*XLGH ,0*

&XVWRPHU,QWHUDFWLRQ&HQWHU

PHQX

9LVLEOH&RPSRQHQWV
6FULSWLQJ3URILOH

7UDQVDFWLRQFRGH

&,&706&53352)

For more information, see the IMG documentation.

%XVLQHVV3DUWQHU6HDUFK
8VH

The Business Partner (BP) Search in the Interaction Center (IC) allows you to find, display, change, or
create contact information for a business partner. There are two visible component slots [SAP Library]
on the screen where you can use this function:

%XVLQHVV3DUWQHU

Visible component [SAP Library] where you specify search criteria and run the search. This
function always appears in slot one of the framework.

%36HDUFK

Extended search workspace [SAP Library] that can be launched from the action box or appear
automatically in the application area. You can use one or both of the following available
workspaces:

Employee search workspace


Finds employee information.

Business partner search


Finds contact person, customer, and installed base (IBase) information. You can search
for several different objects of different types, such as company and contact person, at the
same time. You can also use multiple business partner attributes or IBase component
attributes as search criteria. This workspace contains a business partner creation function.

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3UHUHTXLVLWHV

Your system administrator has:

Completed the appropriate Interaction Center (IC) setup activities [SAP Library].

Made the appropriate settings in Customizing for the ,QWHUDFWLRQ&HQWHU in 'HILQH&RQILJXUDWLRQ


3URILOHIRU$FWLRQ%R[ or 'HILQH3URILOHIRU$XWRPDWLFDOO\&UHDWHG:RUNVSDFHV, depending on
whether you want one or both of the %36HDUFK workspaces to appear automatically or be
assigned in the action box.

)HDWXUHV
6FUHHQ(OHPHQWV
'LVSOD\+LWOLVW

(in the%36HDUFK area)or 3LFN5HODWHG%XVLQHVV3DUWQHU (in the %XVLQHVV

3DUWQHU

area)

Retrieves information about a related business partner. For example, if the contact is a contact person
for a company, you can use this function to retrieve the companys business partner data.
6DYH

Saves updated business partner data or new business partners created directly in the IC using the
lean method. For more information, see Searching for Business Partners [Page 153].
)LQG%XVLQHVV3DUWQHU

Searches the system for existing business partner records.


5HVHW$OO)LHOGV

Clears all business partner search fields in preparation for a new search.
&RQILUP6HDUFK'DWD

Confirmation is a central function in the IC. It prompts the system to retrieve and display data for the
selected business partner and passes the business partner data to subsequent functions, such as the
Business Data Display.
Confirmation occurs automatically if you selected $XWR&RQWLQXH in Customizing for the ,QWHUDFWLRQ
&HQWHU in activity 'HILQH3URILOHVIRU6HDUFK6WUDWHJLHV.
&UHDWH1HZ%XVLQHVV3DUWQHU

Links to the transaction for creating business partners, where you can enter complete details for a new
business partner.
&UHDWH1HZ&RQWDFW3HUVRQ

Links to the transaction for creating contact persons, where you can enter complete details for a new
contact person. The system automatically creates the relationship to the business partner whose
information currently appears in the IC.
'LVSOD\$OO3DUWQHUV$VVRFLDWHGZLWK1XPEHU

Displays a list of business partners that are related to the current customers telephone number.
8SGDWH3KRQH1XPEHU

Allows you to change the current customers telephone number.


'LUHFWGDWDPDLQWHQDQFHLQWKHEXVLQHVVSDUWQHUVHDUFKZRUNVSDFH

You can add or change certain attributes of business partners in the search component directly,
without accessing the standard business partner maintenance transaction. For more information, see
Searching for Business Partners [Page 153].
Your system administrator can specify certain default values (such as role, category) for the creation
of new business partners from the IC by including them in a search profile, which is created in
Customizing for the ,QWHUDFWLRQ&HQWHU in 'HILQH3URILOHVIRU6HDUFK6WUDWHJLHV.
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CRM Interaction Center


Your system administrator can maintain other attributes by including them in the HTML page
representing the screen for the Business Partner search (see +70/EDVHGFRQILJXUDWLRQRIWKHXVHU
LQWHUIDFHbelow).
+70/EDVHGFRQILJXUDWLRQRIWKHXVHULQWHUIDFH

The user interface of the business partner search component is based on HTML templates which
define the layout of the search, display, and maintenance attributes of searchable object types. Default
templates are available for your system administrator to copy and modify to create personalized
layouts for your user interface. Your system administrator can choose which template to use and
which information from the search will appear in the HTML template in Customizing for the ,QWHUDFWLRQ
&HQWHU in:

'HILQH3URILOHVIRU6HDUFK6WUDWHJLHV

'HILQH&XVWRPHU6SHFLILF6HDUFK&RQWURO

To modify the default templates, use the SAP Web Repository (transaction 60:). For more
information, see Web Object Maintenance [SAP Library].
6HHDOVR

Fact Sheet [SAP Library]

6HDUFKLQJIRU%XVLQHVV3DUWQHUV
6HDUFKLQJ%\0DLQ%XVLQHVV3DUWQHU &RPSDQ\

1. Access the ,QWHUDFWLRQ&HQWHU ,& screen.


2. Search for the main business partner for the interaction (usually a company).
In the %36HDUFK workspace in the application area, you can use the installed base [SAP
Library] (IBase) search to search by business partner address for product information.

A customer calls to report a problem with one of the copiers they bought from your
company, but does not have the product number. You can enter the companys physical
address and the IBase search will find product information about all copiers you have sold
this customer that are located at the given address.
3. If your first search does not find the business partner, choose 5HVHW$OO)LHOGV to clear the fields
and start a new search.
4. Select the correct contact from the list of contacts for that company in order to display the
contacts data. If there is only one contact for the company, that contact will be displayed
automatically.
5. Continue with step 5 below.
6HDUFKLQJ%\%XVLQHVV3DUWQHU &RQWDFW
V1DPH

1. Access the ,QWHUDFWLRQ&HQWHU screen.


2. Search for the contact persons name.
In the %36HDUFK workspace in the application area, you can use the IBase search to search
by business partner address for product information (see example above).
3. If your first search does not find the business partner, choose 5HVHW$OO)LHOGV to clear the fields
and start a new search.
4. If more than one business partner in the system has the telephone number recognized by the
Automatic Number Identification (ANI), the words "non-unique" appear next to the telephone

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CRM Interaction Center


number. Choose 'LVSOD\$OO3DUWQHUV$VVRFLDWHGZLWK1XPEHU to get a list of all business partners
associated with this number.
5. When you have found the correct contact in the system, choose &RQILUP6HDUFK'DWD.
The system passes the business partners data to subsequent functions in the system, such
as activities or the Business Data Display (BDD).
6. If a business partner does not exist in the system yet, you can create a new business partner right
from the %36HDUFK workspace by entering business partner information and choosing 6DYH.
This lean method of business partner creation allows you to create business partners right
from the IC by only recording a limited amount of business partner information. In addition to
any information you enter in the fields on the %36HDUFK screen, the system also prompts you
to enter the partner category, grouping, and business partner role.
If you want to enter more business partner details, access the business partner maintenance
transaction by choosing &UHDWH1HZ%XVLQHVV3DUWQHU or &UHDWH1HZ&RQWDFW3HUVRQ.
7. You can update business partner data by simply changing information on the %36HDUFK
workspace and choosing 6DYH.
6HHDOVR

Business Partner Search [Page 151]


Fact Sheet [SAP Library]

$OHUW0RGHOHU
8VH

The alert modeler combines system resources intelligently to guide agents during customer
interactions. It uses information and transactions already available in the system to determine steps
that agents should take at different points in customer interactions and then prompts them to take
these steps.
,QWHJUDWLRQ

The alert modeler incorporates BW information, IC components, and CRM system transactions.
Specifically, the alert modeler checks all customer information both in the Customer Relationship
Management (CRM) system and in the Business Information Warehouse (BW). If it finds information
that could affect the current interaction, it alerts agents by automatically opening transactions or
displaying script texts.
For example, if customers have used Interactive Voice Response (IVR) to indicate that they want to
place an order, the &UHDWH2UGHU transaction can be opened automatically by the alert modeler. The
alert modeler can also prompt agents to mention information related to business partners or their
accounts. For example, based on a customers account data (such as open orders), the alert modeler
can display a message in the scripting component suggesting that the agent inform the customer
about the order status.
3UHUHTXLVLWHV

In Customizing for the ,QWHUDFWLRQ&HQWHU, you have maintained a framework ID in 0DLQWDLQ)UDPHZRUN


,'DQG3DUDPHWHUV and assigned that framework ID to an IC profile you have created in 0DLQWDLQ,&
3URILOH

You have assigned all agents who are to use the alert modeler to positions or organizational units that
you have set up in organizational management. To access organizational management options from
the SAP Easy Access Menu, choose ,QWHUDFWLRQ&HQWHU$GPLQLVWUDWLRQ,&6WUXFWXUH. Make sure
that you have assigned your IC profile to the position or organizational unit you want to use.
You must have a BW system integrated into your system in order to use analytical information from
BW.
CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center


$FWLYLWLHV

1. Define which events, data objects and functions you want to be available to the alert modeler by
defining a meta model [SAP Library].
In most cases, a copy of SAPs default meta model should be sufficient, but it is also possible
to create your own meta model. You can copy the default meta model or create your own in
Customizing for the ,QWHUDFWLRQ&HQWHU in activity 'HILQH&XVWRPHU6SHFLILF0HWD0RGHO.
2. If you want to incorporate data from the Business Information Warehouse (BW), define the
information the alert modeler should retrieve.
You do this in Customizing for the ,QWHUDFWLRQ&HQWHU in:

0DLQWDLQ$WWULEXWHVDQG6HOHFW%:.H\)LJXUHVIRU%XVLQHVV3DUWQHUV

'HILQH5HWULHYDO3URILOHIRU%XVLQHVV3DUWQHU$WWULEXWHV

3. Define when the system is to retrieve information and what the system reaction to this information
is to be by maintaining an alert modeler profile in Customizing for the ,QWHUDFWLRQ&HQWHU in
0DLQWDLQ$OHUW0RGHOHU3URILOH.
4. Assign the $OHUW0RGHOHU1R&RQWUROcomponent (ALRT_MODLRX) to your framework ID in
Customizing for the ,QWHUDFWLRQ&HQWHU in0DLQWDLQ)UDPHZRUN,'DQG3DUDPHWHUV.
5. Change your IC profile by adding the alert modeler component and selecting an alert modeler
profile for it.
You do this in Customizing for the ,QWHUDFWLRQ&HQWHU in 0DLQWDLQ,&3URILOH.
([DPSOH

You define a framework ID that includes the $OHUW0RGHOHU1R&RQWUROcomponent in 0DLQWDLQ


)UDPHZRUN,'DQG3DUDPHWHUV You define your IC profile in 0DLQWDLQ,&3URILOH Sharon works as a
senior-level sales and service agent in your interaction center. You add her name to your sales and
service organization or position in 2UJDQL]DWLRQDO0DQDJHPHQW. You also assign your IC profile to that
organizational unit or position in 2UJDQL]DWLRQDO0DQDJHPHQW.
You define in 'HILQH5HWULHYDO3URILOHIRU%XVLQHVV3DUWQHU$WWULEXWHV that the alert modeler is to look
up leisure activities, number of children, and sales volume for each business partner. The system
looks up this information in the CRM system and in BW, as you have defined in 0DLQWDLQ$WWULEXWHV
DQG6HOHFW%:.H\)LJXUHVIRU%XVLQHVV3DUWQHUV You define in 0DLQWDLQ$OHUW0RGHOHU3URILOH that
the system is to retrieve this information whenever an agent confirms a business partner and that the
alert modeler will then use this information to display any relevant messages to the agent. You add
this alert modeler profile to the IC profile in 0DLQWDLQ,&3URILOH
Sharon confirms a business partner. The system obtains the information above from the target groups,
attribute sets, and BW attributes, and adds it to an internal table. This list shows the system that this
business partner plays golf, has 3 children, has a sales volume between $150-200 billion, and pays all
bills within 2 days. The alert modeler uses this data to display the following scripts on Sharons screen:

Mention our "Golf Getaway" bonus offer effective until the end of the month.

One of our best customers - Be especially courteous.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

&RS\LQJWKH'HIDXOW0HWD0RGHO
8VH

Define which events, data objects and functions you want to be available to the alert modeler by
defining a meta model.
3URFHGXUH

&XVWRPHU,QWHUDFWLRQ
&XVWRPHU6SHFLILF6\VWHP0RGLILFDWLRQVIRU&,&

,PSOHPHQWDWLRQ*XLGH ,0*

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

PHQX

&HQWHU

'HILQH&XVWRPHU6SHFLILF0HWD0RGHO
7UDQVDFWLRQFRGH

&50&B&,&B$0B0(7$

1. Select the default meta model (6$3'HIDXOW .


2. Choose &RS\
3. In the dialog box that appears, enter a new name and description.
4. Choose &RS\

6HOHFWLQJ,QIRUPDWLRQWR8VHLQWKH$OHUW0RGHOHU
8VH

If you want to incorporate data from the Business Information Warehouse (BW), define the information
the alert modeler should retrieve.
3URFHGXUH

&XVWRPHU,QWHUDFWLRQ
&RPSRQHQW&RQILJXUDWLRQ+LGGHQ&RPSRQHQWV
$OHUW0RGHOHU0DLQWDLQ$WWULEXWHVDQG6HOHFW%:.H\)LJXUHV

,PSOHPHQWDWLRQ*XLGH ,0*

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

PHQX

&HQWHU

IRU%XVLQHVV3DUWQHUV
7UDQVDFWLRQFRGH

&50%:B&,&B$775,%87(6

For more information, see the IMG documentation.

'HILQLQJD5HWULHYDO3URILOH
8VH

Define where the alert modeler should look to find the information you want it to retrieve.
3URFHGXUH

&XVWRPHU,QWHUDFWLRQ
&RPSRQHQW&RQILJXUDWLRQ+LGGHQ&RPSRQHQWV
$OHUW0RGHOHU'HILQH5HWULHYDO3URILOHIRU%XVLQHVV3DUWQHU

,PSOHPHQWDWLRQ*XLGH ,0*

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

PHQX

&HQWHU

$WWULEXWHV
7UDQVDFWLRQFRGH

&50&B&,&B%3B352),/(

For more information, see the IMG documentation.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

'HILQLQJD3URILOH $OHUW0RGHOHU
8VH

Define when the system is to retrieve information and what the system reaction to this information
should be in the alert modeler profile.
3URFHGXUH

&XVWRPHU,QWHUDFWLRQ
&RPSRQHQW&RQILJXUDWLRQ+LGGHQ&RPSRQHQWV
$OHUW0RGHOHU0DLQWDLQ$OHUW0RGHOHU3URILOH

,PSOHPHQWDWLRQ*XLGH ,0*

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

PHQX

&HQWHU

7UDQVDFWLRQFRGH

&50&B&,&B$0B352),/(

For more information, see the IMG documentation.

'HYHORSLQJ<RXU2ZQ)XQFWLRQVIRUWKH$OHUW0RGHOHU
8VH

In order to expose your own functions to the alert modeler, you need advanced knowledge of
JavaScript and ABAP programming (especially in ABAP OO).
3URFHGXUH

For a description of this procedure, access the Implementation Guide (IMG) documentation for
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW&XVWRPHU,QWHUDFWLRQ&HQWHU&RPSRQHQW&RQILJXUDWLRQ
+LGGHQ&RPSRQHQWV$OHUW0RGHOHU0DLQWDLQ$OHUW0RGHOHU3URILOHWithin this documentation,
choose the link SURJUDP\RXURZQIXQFWLRQV.

,&3URILOH
'HILQLWLRQ

The Interaction Center (IC) profile specifies the layout of the IC desktop and the components and
transactions it includes. You can create IC profiles for agents, a group of agents, or for an
organization. You create a IC profile in the Implementation Guide (IMG).
,QWHJUDWLRQ

A IC profile links together a framework ID, a set of components, and their profiles. You can link it to an
organizational unit or position in an organizational structure. It is possible to assign more than one IC
profile to one user or agent. Logical inheritance carries the IC profile to the lower-level nodes in the
structure, unless they contain their own IC profile. For example, the settings in the IC profile at agent
level have highest priority, followed by processing group, and so on. This enables you to create
profiles based on user roles in an organization. For IC to function correctly, IC profiles that are above
each other in the organizational structure must have the same framework ID.
Grouping agents, for example by skills, role, or work area, and specifying a IC profile on as high a
level in the organization as possible saves you time on data maintenance by not assigning a IC profile
to each user.
An agent may have more than one role. In this case, the agent must select the role when the
Interaction Center starts.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center


'HILQLQJD&,&3URILOH
8VH

The CIC profile defines the set of functions that you want to make available to one or more agents by
assigning component profiles you created in prior steps, such as the framework, workspaces, action
box, and interactive scripting. You can create different CIC profiles for different groups of agents.
3URFHGXUH

&XVWRPHU,QWHUDFWLRQ

,PSOHPHQWDWLRQ*XLGH ,0*

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

PHQX

&HQWHU

7UDQVDFWLRQFRGH

&,&2

'HILQH&,&3URILOH

(use the letter "O"; not the number zero)

For more information, see the IMG documentation.

$VVLJQLQJ&,&3URILOHWR$JHQWV
8VH

You assign a Customer Interaction Center (CIC) profile to an organizational object that an agent
belongs to, such as an organizational unit or a position. The agent inherits the CIC profile from the
organizational object. For example, you want all the sales agents to have the same profile, so you
assign the profile to the sales organizational unit.
3URFHGXUH
6$3PHQX

&XVWRPHU,QWHUDFWLRQ&HQWHU$GPLQLVWUDWLRQ&,&6WUXFWXUH
&KDQJH2UJDQL]DWLRQDQG6WDIILQJ

7UDQVDFWLRQFRGH

3320:

1. Search for the organizational object that you want to make the assignment to.
2. Select the object in the organizational structure.
3. Choose *RWR 'HWDLO2EMHFW(QKDQFHG2EMHFW'HVFULSWLRQ.
4. Choose &,&3URILOHinfotype.
5. Choose &UHDWH.
6. Enter validity dates of the assignment.
7. Enter the CIC profile.
8. Choose 6DYH.
For more information, see Organizational Management in the CRM System [SAP Library].

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

%XVLQHVV5RXWLQJ

Make the necessary settings for business routing in the implementation guide under &XVWRPHU
5HODWLRQVKLS0DQDJHPHQW &XVWRPHU,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ
Work through the following steps in Customizing:

&XVWRPHU,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ 'HILQH

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
5)&'HVWLQDWLRQ

&XVWRPHU,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ 0DLQWDLQ

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

7LPH3HULRG$VVLJQPHQWIRU6HDUFKLQ/RFDWRU

Information about the relevant settings is available in the IMG documentation.

%XVLQHVV5RXWLQJ$UFKLWHFWXUH
$UFKLWHFWXUH

Business routing consists of several levels: The application level, which provides functions for the
selection and routing-oriented evaluation of business data, and the communication level, which
transfers data from the CRM Online Application to an external routing system. An external routing
system has to be connected using a routing gateway that supports the Business Routing Interface. For
information as to which routing gateways are certified for the Business Routing Interface, see the
Software Partner Program Web page (http://sap.com/spp/).

%XVLQHVVURXWLQJDSSOLFDWLRQ


    

  !"#  $#&%

%XVLQHVVURXWLQJFRPPXQLFDWLRQ

Provision of the
business data
stored in the
CRM system for
the external
routing process

5)&LQWHUIDFH

' ()&!" * (+# -,)


. /) * &01)2 3456&7
5RXWLQJJDWHZD\

Read
access to
the
exported
routing
data

'89  )
:  !##  

5RXWLQJV\VWHPRI&7,V\VWHP
RURIPHVVDJHVHUYHU

The routing data export [SAP Library], which runs using the routing gateway, is used to provide
business data stored in the SAP System as routing data in the external routing system.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

$GPLQLVWUDWLRQ

The following graphic shows which settings you have to make in the individual components involved in
business routing:

Business routing application


(Part of the SAP CRM applications)
Preparation for the routing process:
Selection of business URXWLQJGDWD
Triggering of the routing data export

Business routing communication


(Part of SAP Basis)
Administration of the URXWLQJGDWDH[SRUW in the SAP System

Routing gateway
Administration of the routing gateway

Routing system
of the CTI system or of the fax or message server
Administration of the routing process
Selection of technical routing data

For information on the administration of the routing data export in business routing communication,
see Setting Up the Routing Data Export [SAP Library].

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CRM Interaction Center

&UHDWLQJ5)&'HVWLQDWLRQV
3UHUHTXLVLWHV

To test the RFC connection, the routing gateway has to be operational and registered on the SAP
Gateway.
3URFHGXUH

1. Call transaction SM59.


2. Choose

3. Specify the name and description of the RFC destination.


4. Specify T (TCP/IP connection) as the connection type.
5. Choose

6. Choose 5HJLVWUDWLRQ.
7. Specify the program ID with which the routing gateway registers on the SAP Gateway (for
example, ROUTING).
8. Choose 'HVWLQDWLRQ *DWHZD\RSWLRQV.
9. Specify the gateway host and the gateway service for the SAP Gateway on which the routing
gateway registers.
10. Choose 2.
11. Choose

)LHOG

([DPSOHHQWU\

RFC destination

BR_OUT

Connection type

Description

Routing export

Activation type

Registration

Program ID

ROUTING

Gateway host

hs1234.firm.com

Gateway service

sapgw00

5HVXOW

The RFC destination is created. To test the RFC destination, choose7HVWFRQQHFWLRQ.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center

&UHDWLQJ5RXWLQJ6HUYHUV

1. Call Routing Server Administration (transaction SBCA).


2. Position the cursor on the entry

5RXWLQJVHUYHU

in the navigation tree and choose

3. Enter the following data in the detail area:

Name of routing server

RFC destination of external routing software


If you want to test the routing data export first without the connection to the external
software, specify NONE. For more information, choose
.

The supported routing channels (for example, telephone calls and Internet mails)

4. After you have specified the RFC destination and carried out the RFC connection test, test the
version compatibility between the Business Routing Interface and the external routing software by
executing a connection test [SAP Library]. To do this, choose &RQQHFWLRQWHVW
5. Before you activate the server, select 6HUYHULQXVH The prerequisite for this is that you have
executed the version compatibility test.
6. Choose

5RXWLQJ7HVW
8VH

After the routing data export, you can test whether inbound inquiries are forwarded to the correct
contact persons. The routing test returns the routing decision of the external routing system to the
attributes of an inquiry (for example, DNIS and ANI), using the exported data (for example, processing
group list).
3UHUHTXLVLWHV

All components required for business routing (routing servers, routing scenarios) are set up and the
routing data export has been carried out.
3URFHGXUH

1. In Business Routing Administration (transaction SBCA), choose 8WLOLWLHV 5RXWLQJWHVW.


2. Enter the data for the inbound inquiry:

Sender address and sender type (for example, tom.price@playa.com and Internet mail
address)

Recipient address and recipient type (for example, info@company.com and Internet mail
address)

The routing server used to export the routing data that is to be tested

If you want to test the data of an inactive routing scenario, you have to specify this
explicitly.
3. Choose

5RXWLQJWHVW

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CRM Interaction Center


5HVXOW

The business partner group in which the sender is contained and the appropriate processing group to
which the inquiry would be routed are displayed. For more detailed information, you can display the
trace for the routing test.

4XHU\LQJWKH2SHUDWLQJ6WDWXVRID5RXWLQJ*DWHZD\
8VH

You can query and display the current operating status of the routing gateway from the SAP System.
3UHUHTXLVLWHV

The external routing gateway has to support the query. This is the case with all of the routing
gateways certified by SAP.
3URFHGXUH

1. In Business Routing Administration (transaction SBCA), position your cursor on the routing server
that represents the routing gateway.
2. Choose 8WLOLWLHV 6HUYHUWUDFHDQGVWDWXV.
The current operating status of the routing gateway is displayed in the 6WDWXV frame of the
subsequent dialog box.

'LVSOD\LQJDQG6HWWLQJWKH,QWHUQDO7UDFH
8VH

Errors during the routing data export are always logged. Warnings and information can also be logged
for test purposes or for error analysis.
3URFHGXUH
'LVSOD\LQJWKHLQWHUQDOWUDFH

1. In Routing Server Administration (transaction SBCA), choose 8WLOLWLHV ,QWHUQDOWUDFH 'LVSOD\


2. Choose whether you want to display the trace of the current day (select 7RGD\) or whether you
want to choose a trace according to user and/or time period (select :LWKIROORZLQJVHOHFWLRQ and
specify the user and start time and end time).
3. Choose

'LVSOD\LQWHUQDOWUDFH

A list of existing logs is displayed in the upper area of 7UDFH'LVSOD\ (also called Log Display). If you
double-click on an entry, the log messages are listed in the lower area.
In the 0HVVDJHW\SH (icon) column of this list, the type of the message is displayed. The symbols
mean the following:
Information
Warning
Error
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CRM Interaction Center

Clicking once on the


for a message.

symbol calls the long text of a message, clicking once on

calls the details

For more information on the functions, see Display Log [SAP Library].
6HWWLQJWKHLQWHUQDOWUDFH

1. In Routing Server Administration (transaction SBCA), choose 8WLOLWLHV ,QWHUQDOWUDFH 6HWWLQJV.


2. Choose whether trace entries are to be written 2QO\LIDQHUURURFFXUVor $OZD\V (that is, warnings
and information are also to be logged).
6DYHVHWWLQJ

3. Choose

6HWWLQJWKH7UDFHRID5RXWLQJ*DWHZD\
8VH

You can set the trace of the external routing gateway in the SAP System. You can then also display
the trace in the SAP System.

If the trace is set from the SAP System, the trace of the external software is set to the
level that the manufacturer has marked as optimal for error analysis. Existing trace
settings are overridden. If you deactivate the trace in the SAP System, the trace settings
of the external software are reset to the original value (for example, deactivated or set to a
lower level).
3UHUHTXLVLWHV

You can only set the trace from the SAP System if this is supported by the routing gateway. This is the
case for all of the routing gateways certified by SAP.
3URFHGXUH

3. In Business Routing Administration (transaction SBCA), position your cursor on the routing server
that represents the routing gateway.
4. Choose 8WLOLWLHV 6HUYHUWUDFHDQGVWDWXV.
5. In the 7UDFH frame, specify 5RXWLQJ as the component.
In the dialog box, you can execute the following trace functions:
)XQFWLRQ

'HVFULSWLRQ

6HWWUDFHIRUURXWLQJJDWHZD\

Choose $FWLYDWHVXSSRUWOHYHO.

'LVSOD\WUDFH

1. Specify the required time period and, in the 7\SH


field, enter the required level of information (E for
Error, W for Warnings, I for Information).
2. Choose

,PSRUW

3. For more information about an entry, click on the


message ID.
In the 6WDWXVDQGWUDFHRIH[WHUQDOVRIWZDUH
dialog box, a message ID can also be
explained.
5HVHWWUDFH

Choose 'HDFWLYDWHVXSSRUWOHYHO.

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CRM Interaction Center

0DLQWDLQLQJ$JHQWV
8VH

Call Center agents must first be maintained in the CRM System before they can be set up in a routing
scenario.
3UHUHTXLVLWHV

The agent must be created as a user with the business partner role employee in the CRM System.
User-specific settings must also be maintained for the agent for SAPphone. Choose:
$GPLQLVWUDWLRQ7HOHSKRQ\0DLQWDLQ$JHQW6HWWLQJV
The 6$3SKRQH$GPLQLVWUDWLRQ screen appears. Then, choose 8VHUVHWWLQJV The
6$3SKRQH8VHU6SHFLILF6HWWLQJV screen appears. Enter the necessary data in the &DOO
FHQWHUORJRQGDWD subscreen.

&XVWRPHU,QWHUDFWLRQ&HQWHU

3URFHGXUH

1. Choose: &XVWRPHU,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ5RXWLQJ*URXSV0DLQWDLQ
$JHQWV

The &KDQJH9LHZ0DLQWHQDQFHRIDJHQWVIRUEXVLQHVVURXWLQJ2YHUYLHZ screen appears.


2. Choose 1HZHQWULHV
3. In the $JHQW field, enter the user name of the agent you wish to use in a routing scenario.
4. Select the ,QWHUQDO$J field if the agent is an employee maintained in the HR System.
5HVXOW

The agent created can be used in the routing scenario.

'HILQLQJ+54XDOLILFDWLRQV
8VH

You use this report to define the relevant qualifications of the Call Center agents for business routing
in CRM.
The report consists of two steps. Only the first is executed in the CRM System. You can find
information about the second step under Defining Qualifications [SAP Library].
3UHUHTXLVLWHV

You have defined the RFC destination for the connecting HR System in Customizing.
Menu path in the implementation guide: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW&XVWRPHU,QWHUDFWLRQ
&HQWHU%XVLQHVV5RXWLQJ'HILQH5)&'HVWLQDWLRQ

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CRM Interaction Center

3URFHGXUH

1. Choose: &XVWRPHU,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ5RXWLQJ*URXSV'HILQH+5
4XDOLILFDWLRQV

The 'HILQH+5TXDOLILFDWLRQVDV&50UHOHYDQW UHPRWH screen appears.


2. Set the 6WDUW+5WUDQVDFWLRQflag.
3. Choose ([HFXWH.
5HVXOW

You switch to the relevant HR System. Here, select the CRM-relevant HR qualification in your
qualifications catalog.

&UHDWLQJ&50$WWULEXWHVIRU+54XDOLILFDWLRQV
8VH

With this report, all the qualifications for CRM are fetched from the HR System. The qualifications are
then saved as HR characteristics for business routing.
3UHUHTXLVLWHV

You have defined the HR qualifications [Page 165].


3URFHGXUH

1. Choose: &XVWRPHU,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ5RXWLQJ*URXSV&UHDWH&50
$WWULEXWHVIURP+54XDOLILFDWLRQV

The 'HILQH+5TXDOLILFDWLRQDWWULEXWHJHQHUDWLRQIRUEXVLQHVVURXWLQJ screen appears.


2. Set the 6WDUWWKHUHSRUWflag.
3. Choose ([HFXWH.
5HVXOW

You will receive a list of HR attributes which can be used for business routing.

0DLQWDLQLQJ$WWULEXWHV
8VH

When you create profile templates, various attributes are combined, on the basis of which profiles and
routing groups [SAP Library] can be selected.
3URFHGXUH

1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW&XVWRPHU,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ
0DLQWDLQ3URILOHVDQG$WWULEXWHV
2. In the $WWULEXWHVscreen area, choose &UHDWH$WWULEXWH
3. Enter a name and a description for the attribute, for example, hobby.
4. Enter the necessary data in the attribute detail data. Under )RUPDWDQG9DOXDWLRQ enter &KDUDFWHU
IRUPDW as a data type, for example, and enter a maximum number under 1XPHULFIRUPDW
CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center


5. Enter the possible values for this attribute under $WWULEXWH9DOXHVIRU Enter values for the hobby in
the $WWULEXWH9DOXHcolumn, and, if necessary, a description, for example, read or swim.
6. Save your data.

You can only enter a description for an attribute if the data type is &KDUDFWHUIRUPDW
5HVXOW

You have created an attribute. You can now assign this attribute to a profile template. You can then
create profiles on the basis of attribute sets. You can find further information about this under
Maintaining Attribute Sets [Page 167].

0DLQWDLQLQJ$WWULEXWH6HWV
8VH

The attribute set provides the basis for creating profiles. Attribute sets have empty forms with specific
input possibilities. These help you to gain information for specific requirements.
The actual profile is created when you enter the relevant data in this form.
3UHUHTXLVLWHV

You have created attributes. You can find further information about this under Maintaining Attributes
[Page 166].
3URFHGXUH

1. Go to the SAP menu and choose &XVWRPHU,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ 0DLQWDLQ


3URILOHVDQG$WWULEXWHV

2. Choose &UHDWHDWWULEXWHVHW
3. Enter a name and description for the attribute set.
4. Choose the attributes that you created previously that you want the attribute set to contain, for
example, English, management skills.
5. Save your data.
6. To display the details on the attributes in the attribute set, double-click on the relevant attribute.
The information on the attribute is displayed in the attribute detail data.
5HVXOW

You have created an attribute set, on the basis of which profiles are created. You can find further
information about how to create profiles under Maintaining Profiles [Page 168].

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CRM Interaction Center

0DLQWDLQLQJ3URILOHV
8VH

A profile is a list of attributes [Page 166] with the corresponding attribute values which describe a
business partners profile. You enter these attributes in an attribute set [Page 167]. Business
partners with similar attributes are assigned to the same profile.

You can only assign one attribute set to a profile.


3UHUHTXLVLWHV

You have created attribute sets. You can find further information about this under Maintaining Attribute
Sets [Page 167].
3URFHGXUH

1. Go to the SAP menu and choose &XVWRPHU,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ 0DLQWDLQ


3URILOHVDQG$WWULEXWHV

2. Search for the required attribute set in the locator, and select it in the hit list.
The attribute set is displayed in the work area.
This attribute set specifies the selection criteria (attributes) which the business partner enters
when creating the profiles.
3. In the 3URILOHVscreen area, choose &UHDWHSURILOH
4. Enter a name and description for the profile.
5. In the 3URILOHVscreen area, enter the corresponding values for the attributes displayed by the
system.
You can find further information about an attribute by selecting the relevant attribute, and choosing
$WWULEXWH'HWDLO

In order to enter several values for an available attribute, select the attribute in the list, and choose
'XSOLFDWHOLQH You can then enter further values for this attribute.
6. Save your data.
If the data entered for this profile is identical to the data for an existing profile, you will
receive a message that the profile cannot be created. However, in order to create this
profile, change one or several of the attribute values.
5HVXOW

The profiles you have created can be used as selection criteria, which are used to create routing
groups. You can find further information about this under Maintaining Routing Groups [Page 170].

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CRM Interaction Center

0DLQWDLQLQJ5RXWLQJ*URXSV
3XUSRVH

Processors and business partners must be grouped and assigned to profiles before you can carry out
business routing in the CRM Online System. These groups are described as routing groups [SAP
Library]. When the routing scenario [SAP Library] is processed, the groups are assigned to each other,
according to specific criteria.
6HHDOVR

Processing the Routing Scenario [SAP Library]

3UHUHTXLVLWHV

You have maintained agents [Page 165] and business partners.

You have created profiles. See Maintaining Profiles and Attributes [SAP Library].

3URFHVV)ORZ

The creation of routing groups is a three-level process, which includes the following steps:

Criteria used to select business partners and processors is defined

Business partners and processors belonging to the relevant routing group are selected

Profiles are assigned to business partners and processors

A routing group is a combination of specific selection criteria. It is also a combination of business


partners and processors, who fulfill the relevant criteria in the routing group at a certain point in time.
You can choose the selection criteria so that you can include some routing groups and exclude others.

%DVHVHOHFWLRQ

: All the business partners in the age group 20-30

([FOXGHURXWLQJJURXSV

: Not the business partners belonging to routing groups A, B or C

1. Specify whether an processor [SAP Library] or a business partner group [SAP Library] is in the
routing group.
2. Select the required profiles.
3. If applicable, exclude specific routing groups from the selection.
4. Assign business partners to the routing groups.
You can assign business partners PDQXDOO\or by EDWFKMRE

Business partners as long as they are assigned to a profile - added manually are
deleted by a selection report once the batch job has been carried out.
5. Assign the required processors to your routing groups.
You can either assign processors manually, by batch job, or automatically (via HR
assignment). In the HR assignment, the relevant processors are fetched from the HR system
by remote function call (RFC), and the selection (batch job) is executed.

Processors as long as they are assigned to a profile - added manually are deleted by a
selection report once the batch job has been carried out.
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CRM Interaction Center


6. Assign the processors and business partners to profiles that were previously assigned to the
routing group via the attribute set.

5HVXOW

You have created a routing group for which selection criteria have been defined and the profiles have
been assigned.

6WHS6HOHFW3URILOHVDQG([FOXGH5RXWLQJ*URXSV
8VH

In the first step of processing routing groups, you specify the criteria according to which business
partners and processors are selected.
3UHUHTXLVLWHV

You have created profiles. You can find further information about this under Maintaining Profiles
[Page 168].

You are on the screen for maintaining routing groups. Go to the SAP menu and choose: &XVWRPHU
,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ5RXWLQJ*URXSV0DLQWDLQ5RXWLQJ*URXSV

3URFHGXUH

1. Specify whether an processor or a business partner group is in the routing group. Choose
3URFHVVLQJJURXSin the 5RXWLQJJURXSscreen area if you want the routing group to contain
processors. Choose %XVLQHVVSDUWQHUJURXS if you want the routing group to contain business
partners.
2. Enter a name and description for the routing group.
6HOHFWLQJSURILOHV

3. Choose an attribute set on the 6HOHFWLRQtab page.


4. Set your cursor to %DVHVHOHFWLRQ, and choose $GGSURILOH
5. Select one of the profiles offered.
If you choose 3URILOHDWWULEXWHV or execute a profile by double-clicking on it,the attributes and
attribute values are displayed for the selected profile in the right screen area.
6. Choose $GGWREDVHVHOHFWLRQor use drag-and-drop to move the required profile into the tree
structure.
The system adds the profile to the tree structure.
In order to delete a single profile, set your cursor on the relevant profile and choose 'HOHWHin
the context menu.
([FOXGLQJURXWLQJJURXSV

7. Choose $GG5RXWLQJ*URXS
8. Choose the routing group(s) that you wish to exclude, and use drag and drop to move them to
([FOXGHURXWLQJJURXSV

The system adds names and a description to the routing group(s).


In order to delete a single routing group, set your cursor on the relevant routing group and
choose 'HOHWHin the context menu.

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CRM Interaction Center

6WHS$VVLJQ%XVLQHVV3DUWQHUVDQG3URFHVVRUVWRD
5RXWLQJ*URXS
8VH

In the second step of processing routing groups, you select the business partners and processors that
you want to belong to the routing group.

3UHUHTXLVLWHV

You have selected profiles [Page 170] and, if applicable, excluded routing groups.
3URFHGXUH

PDQXDOO\

SHUEDWFKMRE

$VVLJQEXVLQHVVSDUWQHUV

$VVLJQSURFHVVRUV



Choose the %XVLQHVV


SDUWQHUtab page.



Choose the 3URFHVVRUtab


page.



Enter the people you want


to assign to the routing
group in the %XVLQHVV
SDUWQHUfield.



Enter the people you want


to assign to the routing
group in the 3URFHVVRUfield.



Choose the %XVLQHVV


SDUWQHUtab page.



Choose the 3URFHVVRUtab


page.



Choose 6HOHFWLRQ



Choose 6HOHFWLRQ



Decide whether you want to


start immediately, or in the
job.



Decide whether you want to


start immediately, or in the
job.



If you run a job, enter the


relevant data and then
choose 6FKHGXOHMRE



If you run a job, enter the


relevant data and then
choose 6FKHGXOHMRE

Business partners as long as


a profile is assigned - added
manually are deleted by a
selection report once the batch
job has been carried out.
DXWRPDWLFDOO\ +5

Processors as long as a
profile is assigned - added
manually are deleted by a
selection report once the batch
job has been carried out.


Choose the 3URFHVVRUtab


page.



Choose +5DVVLJQPHQW



Decide whether you want to


start immediately, or in the
job.



If you run a job, enter the


relevant data and then
choose 6FKHGXOHMRE

DVVLJQPHQW

The system
automatically adds all
agents marked as
internal and for whom
the HR assignment
matches, to the list of
CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center


agents.

6WHS$VVLJQ3URFHVVRUVDQG%XVLQHVV3DUWQHUWR
3URILOHV
8VH

In the third step of processing routing groups, you assign the selected processors and business
partners to the corresponding profiles.

3UHUHTXLVLWHV

You have assigned [Page 171] processors and business partners to a routing group.

3URFHGXUH

1. Choose a profile on the 3URFHVVRUor %XVLQHVVSDUWQHUtab page, behind the corresponding


processor / business partner in the 3URILOHfield. The system offers the profiles that were previously
assigned to the routing group via the attribute set.
a. If required, you can assign different profiles to a business partner / processor.
b. You can also leave the 3URILOHcolumn empty here, which means that you assign a business
partner / processor to a routing group, but not to a profile.
2. Save your entries.

5HVXOW

You have created a routing group for which selection criteria have been defined and the profiles have
been assigned. The system displays the current number of business partners and processors in a
routing group. Selection criteria can be used to determine business partners / processors, and, if
necessary, to start selection processes, which help the system to assign the relevant business
partners / processors to the target group.

&UHDWLQJ5RXWLQJ6FHQDULRV
8VH

The routing scenario needs to be maintained so that you can carry out the actual business routing
process.
3UHUHTXLVLWHV

You have maintained routing groups [Page 168].


You have created a routing server [Page 161].
3URFHGXUH
*HQHUDOVWHSV

1. Choose: &XVWRPHU,QWHUDFWLRQ&HQWHU%XVLQHVV5RXWLQJ5RXWLQJ6FHQDULRV0DLQWDLQ
5RXWLQJ6FHQDULRV

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center


The %XVLQHVVURXWLQJ screen appears.
2. Enter a description for the routing scenario and a validity period in the 6FHQDULRsubscreen.
5RXWLQJVHUYHULQIRUPDWLRQ

Enter the following data on the 5RXWLQJ6HUYHUtab page:


1. Choose one or several available servers in the $VVLJQHGURXWLQJVHUYHUcolumn.
2. You can select attributes [SAP Library] provided by the routing server in the 5RXWLQJ$WWULEXWH
column, as required.
3. You can choose a communication medium, for example, telephone or fax, in the &KDQQHOcolumn
under 'HVWLQDWLRQ Only the mediums provided by the routing server are offered here. Enter the
required routing address in the &KDQQHO$GGUHVVcolumn, that is, a telephone or fax number, or an
email address. Enter a text in the 'HVFULSWLRQcolumn.
3URFHVVLQJJURXS

Enter the following data on the 5RXWLQJ$WWULEXWHVtab page:


In order to display or enter something in the detail view, you must first choose the
required processing group by double-clicking.
1. You choose the required group(s) for this scenario in the 3URFHVVLQJJURXScolumn.
You can process the processing group by choosing 0DLQWDLQURXWLQJJURXS By doing so, you
branch directly into the maintenance screen.
2. Select $VVLJQPHQW %3 and choose ,QVHUWURZ
3. Choose the required business partner group for the processing group selected above for this
scenario in the %3JURXScolumn.
4. You can select further business partner groups by choosing ,QVHUWURZ
5. If you choose $VVLJQPHQW $WWU  you can assign attributes to the selected processing group, if
these are provided by the routing server.
6.

Choose 6HOHFWLRQ&RQGLWLRQto display the type of combination of the individual processing


groups. Choose 0HPEHUOLVWto display the individual members of an processing group.

7. Save your entries.


5HVXOW

You have created a routing scenario.

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CRM Interaction Center

7HOHVDOHV6SHFLILF&,&6HWWLQJV

In this section the settings are described that are specifically valid for the Telesales scenario in the
Interaction Center.

3URFHVVLQJ%XVLQHVV7UDQVDFWLRQVLQWKH,QWHUDFWLRQ
&HQWHU
3XUSRVH

The main task of the Telesales agents is to create sales transactions. In the Interaction Center
scenario, all the business transaction categories for the CRM Online System are available, for
example, opportunities, service transactions, activities and contracts.
6HHDOVR

Concept of Transaction Processing [SAP Library]


Customizing for Business Transactions [Page 196]
You can find information about the various business transactions in the SAP Library under &XVWRPHU
5HODWLRQVKLS0DQDJHPHQW7UDQVDFWLRQV
3UHUHTXLVLWHV

You have maintained the Customizing settings for business transactions. Make the required
settings in Customizing under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW7UDQVDFWLRQV%DVLF
6HWWLQJV

In Customizing for the Interaction Center, you also define the profiles for transaction types for the
transaction workspace in the Interaction Center. You can use a profile to define which transaction
type should be used as a standard.
To do so, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW&XVWRPHU,QWHUDFWLRQ&HQWHU
9LVLEOH&RPSRQHQWV $SSOLFDWLRQ$UHD0DLQWDLQ3URILOHVIRU
7UDQVDFWLRQ:RUNVSDFHVLQ Customizing.
&RPSRQHQW&RQILJXUDWLRQ

3URFHVV)ORZ

The agent uses a workspace to process and display transactions (that is, a tab page).
You have various options for calling up transactions you have already created:

You can use the 3URFHVVHGWUDQVDFWLRQVpushbutton to call up transactions created and called
up during the current session, and load them for display. The current transaction is displayed at
the top of the list, and is separated from the other transactions by a dotted line. The transaction
containing the current business activity data is marked with a tick in the display. The agent can
use the
and
pushbuttons to switch back and forward in the history of processed
transactions, and, by doing so, can access the documents that were last processed.
/RFDWRU

: When you choose a transaction from the locator, the tab page for transaction display in
the Interaction Center work area is automatically fetched into the foreground, and the transaction
is displayed here. If you want to process the transaction, you must choose the corresponding
pushbutton to change.

However, you can also select the required transaction in the locator, then press the right mouse
button, and use the context menu [SAP Library] to choose whether the transaction should be
displayed or changed. The relevant tab page is then fetched into the foreground.
You save a transaction on the tab page for processing transactions.

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CRM Interaction Center


1DYLJDWLRQLQWKH7UDQVDFWLRQ

You can use the pushbuttons +HDGHUGDWD,WHPRYHUYLHZ,WHPRYHUYLHZand ,WHPGHWDLOyou can


navigate between the individual areas for transaction processing, and close irrelevant areas.
)XUWKHU)XQFWLRQVLQ7UDQVDFWLRQ3URFHVVLQJ

Copying Business Transactions [SAP Library]

Document Flow in Business Transactions [SAP Library]

Status Management in Business Transactions [SAP Library]

The agent can call up attachments for a transaction via

8VLQJWKH,QWHUDFWLRQ5HFRUGDQG,QWHUDFWLRQ+LVWRU\
8VDJH

The tab page with the interaction record [SAP Library] is opened in the application area for the
Interaction Center as soon as an agent comes into contact with a business partner. All interactions
with a business partner are listed and can be displayed in the interaction history [SAP Library] in the
locator.
3UHUHTXLVLWHV

In Customizing for the Interaction Center, you can set whether the tab page should first be displayed
with the interaction record. To do so, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW&XVWRPHU
,QWHUDFWLRQ&HQWHU &RPSRQHQW&RQILJXUDWLRQ9LVLEOH&RPSRQHQWV$SSOLFDWLRQ$UHD
0DLQWDLQ3URILOHVIRU7UDQVDFWLRQ:RUNVSDFHVin Customizing. In the 9LHZ,'field, you can choose
whether the tab page for transaction processing or the tab page with the interaction record should be
in the foreground when you call up the Interaction Center.
)XQFWLRQDO6FRSH
,QWHUDFWLRQUHFRUG

Use all data specific to business activities [SAP Library]

Branch from interaction record to transaction processing

Create new business activities for business partners

Link to campaigns
See also Proposed Quantities in Product Proposals [Page 177].

,QWHUDFWLRQ+LVWRU\

Display all interactions with a customer that are linked to an object

Navigation from interaction history into display of individual objects

Navigation in the structure of the interaction history

$FWLYLWLHV

The agent has identified and confirmed a business partner, and begins the interaction.
1. In the application area for the Interaction Center, the tab page with the interaction record is
displayed in the foreground. The agent can enter an interaction record or start processing the
transaction immediately.
2. To enter a sales order or another transaction, the agent can branch directly from the interaction
record into transaction processing. From there, he can branch back to the interaction record.
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CRM Interaction Center


3. If required, the agent can create new activities with the business partner via 3ODQQHGEXVLQHVV
DFWLYLWLHV

4. If the agent chooses 3DUWQHUthe display of partner functions is opened in the locator.
5. The system displays all the objects that the agent has created during contact with the business
partner in the form of a structure in the interaction history, and saves them. The agent can call up,
display and process the individual objects from the interaction history. See also Processing
Transactions in the Interaction Center [Page 174].

3URGXFW3URSRVDOV

The following provides you with information about the necessary customizing settings and other
transactions you need in the CRM System in order to be able to work with product proposals in the
Customer Interaction Center.

:RUNLQJ:LWK3URGXFW3URSRVDOV
3XUSRVH

With the help of the product proposals, you can recommend specific products to the customer, and
possibly increase the sales volume. The aim of product proposals is also to automatically fill the order
entry lines with products and / or services. In this way, order entry is considerably accelerated.
In the locator, you can display product proposals which the telesales agent can use for order entry.
You can use the filter function to choose which product proposals are displayed.

In Customizing for CRM, you can define whether these product proposals are determined
immediately after entry, or not until later, under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW
&XVWRPHU,QWHUDFWLRQ&HQWHU$SSOLFDWLRQ6SHFLILF6HWWLQJV3URGXFW3URSRVDO
$VVLJQ3URGXFW3URSRVDO

On the tab page for transaction processing, the agent can display the transaction history for the
business partner for all products that are displayed for product or business partner-dependent product
proposals. Transaction history can include the purchase order quantities of the last three sales orders,
and the agent can then select the requested products from this list, and copy them into the sales
order.
3UHUHTXLVLWHV

In order to be able to use product proposals in Telesales, you must make the following settings:

&UHDWHPHWKRGVFKHPD

The method schema defines the methods (function modules) which help
you to create how product proposals are generated, and how the results of these methods must
be combined with each other. To do so, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW&XVWRPHU
,QWHUDFWLRQ&HQWHU$SSOLFDWLRQ6SHFLILF6HWWLQJV3URGXFW3URSRVDO&UHDWH0HWKRG6FKHPD
in Customizing.
$VVLJQSURGXFWSURSRVDO

Here, you assign a method schema to a sales organization and a


business transaction type, that is, which product proposal should be generated for a specific
combination. You can also define whether the product proposals are displayed immediately when
they are generated, or not until they are needed. To do so, choose &XVWRPHU5HODWLRQVKLS
0DQDJHPHQW&XVWRPHU,QWHUDFWLRQ&HQWHU$SSOLFDWLRQ6SHFLILF6HWWLQJV3URGXFW3URSRVDO
$VVLJQ3URGXFW3URSRVDOin Customizing.

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CRM Interaction Center

'LVSOD\&KDUDFWHULVWLFV

: Here, you can configure whether an existing product proposal is


automatically transferred to the tab page with the proposed items in the sales order, when it is first
created, and whether this tab page is active. To do so, choose &XVWRPHU5HODWLRQVKLS
0DQDJHPHQW&XVWRPHU,QWHUDFWLRQ&HQWHU$SSOLFDWLRQ6SHFLILF6HWWLQJV3URGXFW3URSRVDO
&RQILJXUH'LVSOD\&KDUDFWHULVWLFVLQ$JHQW3URILOHin Customizing.

You can find further information about this under Product Proposals [SAP Library].
Make the corresponding settings for the partner/product range in the implementation guide under
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW0DVWHU'DWD3DUWQHU3URGXFW5DQJH
3URFHVV)ORZ

1. A customer is identified and confirmed.


2. The Telesales agent chooses the relevant tab page with the product proposals in the locator, and
then chooses the display option 3URGXFWSURSRVDO
3. The system displays all existing product proposals with the origin type (cross, up and downselling, top n, accessories) and the description. You can display the details about the product
proposal by choosing 'HWDLOV
Next, there are two possibilities which depend on the Customizing settings:
a. Existing product proposals are automatically transferred to the tab page with the proposed
items in the application area (see Customizing settings).
b. Existing product proposals are not automatically transferred:
The product proposals are only displayed in the navigation area. If the agent wishes to use a
product proposal while creating a sales order, then he selects it and chooses the arrow
symbol. As a result, the product proposal appears on the tab page with the product proposals
in the application area, and can then be moved to the ordered items, as described below.
4. The transaction history for the selected product proposal is displayed on the tab page for
transaction processing, if applicable, with proposed quantity.
If the agent wishes to use a product proposal while creating a sales order, he enters the
quantity or copies the proposed quantity, selects the required subsequent process in the
3URFHVV,' field, which is triggered by the item (for example sales or service), and
chooses the arrow symbol. As a result, the proposal appears on the tab page with the
ordered items. The proposal is marked as ordered on the tab page with the product
proposals.
5. The Telesales agent continues entering the order.
5HVXOW

The Telesales agent has created a sales order which contains product proposals. These are treated
as normal order items.

3URSRVHG4XDQWLWLHVLQ3URGXFW3URSRVDOV
8VDJH

To accelerate order processing, the Telesales agent is not only able to work with product proposals,
but can also display information on the last n transactions and proposed quantities.
On the tab page for transaction processing, the agent can display the transaction history for the
business partner for all products that are displayed for product or business partner-dependent product
proposals (cross, up, down-selling, top n product list). Transaction history can include the purchase
order quantities of the last three sales orders, for example, and the agent can then select the
requested products from this list. The agent can then copy the products directly into the sales order.
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CRM Interaction Center


,QWHJUDWLRQ

Use the CRM Marketing component.


You can find further information about this under Marketing [SAP Library] and Product Proposals [SAP
Library].
3UHUHTXLVLWHV

You have made the relevant settings in Customizing for Marketing. To do so, go to the IMG and
choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW0DUNHWLQJ.
You have created product proposals. You can find further information about this under Product
Proposals [SAP Library].
Make the settings for the transaction history in Customizing under ,0*&XVWRPHU5HODWLRQVKLS
0DQDJHPHQW&XVWRPHU,QWHUDFWLRQ&HQWHU$SSOLFDWLRQ6SHFLILF6HWWLQJV3URGXFW3URSRVDOV
7UDQVDFWLRQ+LVWRU\ Carry out the following here:

Define the various display profiles and views to the transaction history

Define which transaction types should be considered

Assign all display attributes to the CIC profile [SAP Library].

)XQFWLRQDO6FRSH

Depending on the agents requirements, he can define the view to the transaction history in
Customizing, and choose them in the Interaction Center. For example, you can set the following:

Consideration of specific transaction types (for example, only sales orders)

Consideration of a specific number of transactions

Was the product ordered in these transactions?

Time period for consideration of transactions

The proposed quantity can, for example, be based on the last order quantity or an average value from
the last sales orders.
If you enter a campaign ID when displaying the interaction record, the products contained in this are
displayed as product proposals with the corresponding proposed quantities. You do not need to make
any Customizing settings for this function.
$FWLYLWLHV

The system displays a list of product proposals on the 5HVRXUFHVtab page in the locator.
1. Select a proposed product and copy it into the sales order.
2. The system displays the 3URGXFW3URSRVDOtab page. Which data is displayed depends on the 9LHZ
you have set. You could, for example, see the last four transactions in which the selected product
was ordered. A proposed quantity is displayed, if applicable. You set which views are displayed in
Cusotmizing for the transaction history.
3. Before you copy the product to the order, enter the quantity or copy the proposed quantity and
choose the required subsequent process in the 3URFHVV,'field, which is triggered by the item (for
example, sales or service), and chooses the arrow symbol.
4. This line is no longer active on the tab page as soon as the product proposal has been copied into
the sales order.

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CRM Interaction Center

&UHDWLQJ7DUJHW*URXSV
8VDJH

In order to be able to execute selective Marketing activities, you assign your business partners to
individual target groups. You can then tailor your Marketing measures individually to meet the needs of
the individual groups.

3URFHGXUH
0HQXSDWK

6HJPHQWDWLRQRI%XVLQHVV3DUWQHUV0DUNHWLQJ
6HJPHQW%XLOGHU

0DUNHWLQJ

6HJPHQWV
7UDQVDFWLRQFRGH

CRM_MKTSEG

&UHDWHWDUJHWJURXSZLWKRXWXVLQJDWWULEXWHV

1. Right-click on the top right screen area, and choose &UHDWH7DUJHW*URXSfrom the context menu.
A symbol is displayed.
2. Right-click on the symbol, and choose 7DUJHW*URXS3URSHUWLHVfrom the context menu.
3. Enter the description and the planned size of the target group.
4. Choose the segment type 3URGXFWSURSRVDO
5. Choose &RQWLQXH.
6. Choose 6DYH
7. Right-click on the symbol, and choose 2SHQ7DUJHW*URXSfrom the context menu.
8. Choose $GGin the bottom screen area.
You can now use the search help to copy the required business partners into the target group.
9. Choose 6DYH

&UHDWHWDUJHWJURXSZLWKDWWULEXWHV

1. Choose the required attributes for the target group, and use Drag & Drop to move them to the right
screen area.
A symbol is displayed. The attributes you have chosen are under the symbol.
2. Select the symbol and choose &UHDWH7DUJHW*URXSin the context menu.
The system creates a target group. The number of business partners in the target group is
displayed next to the symbol if you choose ([WUDV!6HWWLQJVfrom the menu bar, and select
the &RXQW+LWV$XWRPDWLFDOO\ flag.
2. Right-click on the symbol, and choose 7DUJHW*URXS3URSHUWLHVfrom the context menu.
3. Choose the segment type 3URGXFWSURSRVDO
4. Choose &RQWLQXH.
5. Choose 6DYH

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CRM Interaction Center

&UHDWLQJD3URGXFW$VVRFLDWLRQ5XOH
8VH

Product association rules [SAP Library] are used to determine what product or products may be
recommended in addition to (cross-selling) or instead of (up-selling/down-selling) a given product, and
under what conditions. These conditions can include the relationship between the products in terms of
price or profit margin for example. You can create association rules that are to apply for particular
target groups [SAP Library], or marketing profiles [SAP Library], or you can create "global" rules where
no such restriction applies.
There are two types of association rule:
&URVVVHOOLQJ

These association rules are specified in terms of OHDGLQJ product(s) and GHSHQGHQW product(s).

Products A + B + C Products D + E
This rule states that if the (leading) products A + B + C are selected, (dependent) products
D + E are proposed. D + E will only be proposed if DOOWKUHH leading products are selected.

If you want to propose the same dependent product(s) for several different leading
products, you need to create a separate rule for HDFK leading product. If you simply enter
all the leading products together in one rule, then only if DOO these products are selected
will product proposals be triggered.

In CRM Internet Sales, only cross-selling rules with RQHleading product can be used.
8SVHOOLQJ'RZQVHOOLQJ

These association rules are specified in terms of the relationships EHWZHHQ products. The ranking
value for the products determines whether they are proposed as up-selling or as down-selling
products.
3UHUHTXLVLWHV

To create an association rule for a specific target group or marketing profile, you must have
created such a group or profile in the Segment Builder [SAP Library]. This target group or profile
must have the segment category [SAP Library] "product proposal". In the case of target groups,
such a group may also be imported from an external system. To do so, from the CRM menu,
choose 0DUNHWLQJ%XVLQHVV3DUWQHU6HJPHQWDWLRQ0DUNHWLQJ6HJPHQWV6HJPHQW%XLOGHU.

You have defined a method schema [SAP Library], that is the procedure by which the results of
the different product proposals are to be determined. To do so, in the IMG, choose &XVWRPHU
5HODWLRQVKLS0DQDJHPHQW0DUNHWLQJ3URGXFW3URSRVDOV&UHDWH0HWKRG6FKHPD

3URFHGXUH

To create an association rule for FURVVVHOOLQJ:


1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW0DUNHWLQJ3URGXFW3URSRVDOV0DLQWDLQ
&URVV8S'RZQ6HOOLQJ5XOHV

2. Choose

&URVV6HOOLQJ5XOH

3. Specify whether the rule is to be global, specific to a target group, or specific to a profile. Enter the
target group or profile as necessary.
4. Under /HDGLQJSURGXFWV,enter the product(s) for which the rule is to apply.
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CRM Interaction Center


5. Under 'HSHQGHQWSURGXFWV,enter the products that are to be proposed.
6. If necessary, enter the sequence in which the dependent products are to appear in the application
(cross-selling products may not necessarily be sorted by value).
7. Activate the rule as required. For more information, see Working With Product Association Rules
[SAP Library]
8. Saveyour data.
To create an association rule for XSVHOOLQJor GRZQVHOOLQJ:
1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW0DUNHWLQJ 3URGXFW3URSRVDOV&URVV6HOOLQJ
0DLQWDLQ3URGXFW$VVRFLDWLRQ5XOHV
8S'RZQ6HOOLQJ5XOH

2. Choose

3. Specify whether the rule is to be global, specific to a target group, or to a profile. Enter the target
group or profile as necessary.
4. Under 'HSHQGHQWSURGXFWVenter the products for which the association rule is to apply.
5. Enter a UDQNLQJYDOXHfor the dependent products within the rule.

You can have the ranking value of products determined automatically. To do so, in the
IMG, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW0DUNHWLQJ3URGXFW3URSRVDOV
'HILQH3URFHGXUHIRU&UHDWLQJD5DQNLQJ9DOXH

If you add a product to an existing rule and have the ranking value for this product
determined automatically, the ranking value for DOORWKHUSURGXFWV in the rule is
recalculated: DQ\PDQXDOO\HQWHUHGYDOXHVZLOOEHRYHUZULWWHQ. The same applies if you
delete a ranking value for any of the products. As soon as you choose (QWHUthe ranking
values for all the products will be recalculated.
6. Activate the rule as required. For more information, see Working With Product Association Rules
[SAP Library].
7. Saveyour data.

&UHDWLQJD7RSQ3URGXFW/LVW
3UHUHTXLVLWHV

To create top Q lists containing products determined from the BW, you need to have created a BW
parameter ID. To do so, in Customizing choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW0DUNHWLQJ
3URGXFW3URSRVDOV'HILQH%:3DUDPHWHU,'
3URFHGXUH

1. Choose 0DUNHWLQJ3URGXFW3URSRVDOV7RSQ3URGXFWV0DLQWDLQ7RSQ3URGXFWV
The system displays the 'LVSOD\7RSQ/LVWscreen.
2. Choose
7RSQ/LVW
Enter the key and description for the list.
3. Under *HQHUDO'DWD, enter the following data:
i.

6WDWXV

: Only lists with status $FWLYHcan be used in the application (SAP Internet Sales for
example).

ii.

6RUWLQJ6HTXHQFH

: You can specify the sorting sequence for business partners and

products.
iii. You can also set the exclusionflag, that is, specify that none of the products belonging to
this WRSQ product list are to be proposed for the scenario in which the top Q list is used.
CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center


4. In the field ,''HVFULSWLRQ, enter an ID and description for the top Q item. When you save your
data, the ID and description you enter here will automatically be entered into the field ,WHP
6HOHFWLRQ.
5. If required, enter the Web shop in which the item is to be used.
a. You also have the option of setting the exclusionflag here, that is, excluding the products
defined for this particular item.
6. In the item detail area, enter the following data:
D

%XVLQHVV3DUWQHU

i.

E

In the Locator, use the search function to search for the relevant marketing segments
(profiles, target groups, or profile sets) to be assigned to the item. From the hit list in the
locator, choose
to copy the relevant segments to the top Q item. Alternatively, assign a
marketing segment using the input help for the business partner field.

3URGXFW
$VVLJQLQJSURGXFWVPDQXDOO\

i.

:
In the field 5XOH7\SH,select 3URGXFW. In the locator, use the search function to search for
the products that you want PDQXDOO\ to assign to the item. From the hit list in the locator,
to copy the relevant product(s) into the top Q item. Alternatively, use the input
choose
help to search for and select a product.

ii.

$VVLJQLQJSURGXFWVGHWHUPLQHGIURPWKH%:

3DUDPHWHUVand enter the name of the BW


In the field 5XOH7\SHselect 5XOH Choose
parameter ID to be used. Choose ([HFXWHto run the selection process from BW.

Any products selected from the BW in a previous selection run will be UHPRYHGfrom the
list before the new products are added. Note however that manually assigned products
are not affected.
c.

7LPH6WDPS

Enter the period for which the top Q list is to be valid.


You also have the option of setting an exclusionflag, and, by doing so, of excluding specific
time periods from the PPR.
7. Choose

to save your data.

8. To create further top Q items belonging to the top Q list, choose


steps above starting from point 4 above.

7RSQ,WHP

and repeat the

'LVSOD\LQJ3URGXFW,QIRUPDWLRQ
3XUSRVH

With the product information component, the Telesales agent has the option of immediately providing
the customer with the required information about the product, without having to change to another
screen. The product information is displayed when you select the required product, and contains
product-related data such as purchasing data, sales data or graphics. If necessary, the agent can copy
the product directly from the product information into the order items.
3UHUHTXLVLWHV

The product master data [SAP Library] is maintained.

You do not need to create a proposal workspace for the product information in
Customizing. If, however, you do make these settings, the relevant tab page is
automatically displayed when you call up the Customer Interaction Center.
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CRM Interaction Center


Menu path in Customizing: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW&XVWRPHU,QWHUDFWLRQ
&HQWHU&RPSRQHQW&RQILJXUDWLRQ9LVLEOH&RPSRQHQWV0DLQWDLQ3URILOHIRU
$XWRPDWLFDOO\&UHDWHG:RUNVSDFHV

3URFHVV)ORZ

You can display the product information in several ways:

In the locator, you can select a product proposal and then display the required product
information.

You can carry out a product fast search on the 3URGXFWLQIRUPDWLRQtab page.

You can select a product in a transaction item, and display the product details using the context
menu.

The following data and functions are available to you on the tab page with the product information:

Fast search for products

Display of product master data, for example, purchasing data, sales data, texts

Display of graphics, photos and so on, which are stored in Content Management

Sending documents by e-mail

Choose &RS\WRVDOHVRUGHUto copy products to order items.

First, select the required item and choose the required subsequent process in the 3URFHVV
,'field, which is triggered by the item, for example, sales or service.

&RQILJXULQJ3DUWQHU3URFHVVLQJ
3URFHGXUH
0HQXSDWKLQ,0*

%DVLF)XQFWLRQV

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
3DUWQHU3URFHVVLQJ

In this activity, you make the settings for partner processing. For this, work through the following steps:
1. Define partner functions.
2. Define access sequences.
3. Define partner determination procedures, in which you store an access sequence.
4. You assign the partner determination procedure to the required transaction and item types.

SAP delivers 19 standard access sequences that can be assigned to the partner determination
procedure.
$FFHVV

'HVFULSWLRQ

VHTXHQFH

0001

Preceding document: Activity partner Preceding document: Sold-to party

0002

Preceding document Business partner relationships: Activity partner

0003

Business partner relationships: Activity partner User

CRM Interaction Center: Business Scenario Configuration Guide

3.1 183

CRM Interaction Center

0004

User

0005

Preceding document Business partner relationships: Sold-to party Current


partner: Sold-to party

0006

Preceding document: Activity partner Preceding document: Sold-to party


Business partner relationships: Activity partner Business partner relationships:
Sold-to party Organizational data User

0007

Preceding document Business partner relationships: Sold-to party Current


partner: Sold-to party

0008

Preceding document User

0009

Organizational data: Employee of an organizational unit

0010

Organizational data: Organizational unit of user

0011

Organizational data: Service group of product and rule

0012

Service group from item rule

0013

from business partner of the purchasing organization

0014

Business place form responsible Sales/ Service organizational unit

0015

Preceding document Current partner: Sold-to party

0016

Activity reason in document Determination of responsible agent

0017

Current partner: Sold-to party

1000

Preceding document

1001

Business partner relationships: Sold-to party

3DUWQHU3URFHVVLQJLQWKH,QWHUDFWLRQ&HQWHU
3XUSRVH

The Interaction Center is an application for call center activities for sales and service organizations.
Agents receive inbound calls and initiate outbound calls directly from call lists. During a contact with a
customer, they create business transactions, such as sales orders, service orders, complaints, or
activities. Standard settings control partner processing for these transactions.

If you change standard settings, be sure partners are determined based on the partner
functions specified on the %XVLQHVV3DUWQHU6HDUFK tab page in the transaction
workspace.

3URFHVV)ORZ

For example, in a new partner determination procedure, you include a sold-to party. In the transaction
to which this procedure is assigned, the DFWLYLW\SDUWQHU and FRQWDFWSHUVRQ are specified in the
%XVLQHVV3DUWQHU6HDUFK. In order for the system to determine the sold-to party you must:

Include an activity partner or a contact person in the partner determination procedure

Specify that the sold-to party is determined from the master data for the activity partner or contact
person (access sequence %XVLQHVV3DUWQHU5HODWLRQVKLSV$FWLYLW\3DUWQHU or %XVLQHVV3DUWQHU
5HODWLRQVKLSV&RQWDFW3HUVRQ) RU

CRM Interaction Center: Business Scenario Configuration Guide

3.1 184

CRM Interaction Center

The activity partner or the contact person is automatically entered as the sold-to party (access
sequence &XUUHQW3DUWQHU$FWLYLW\3DUWQHU or &XUUHQW3DUWQHU&RQWDFW3HUVRQ).

To add or change partners in a transaction, choose the tab page for transaction processing and then
the 3DUWQHU tab page. To see the partners who have business partner relationships with the main
partner, choose the button 6ZLWFKWR,QWHUDFWLRQ5HFRUG on the 6DOHV2UGHU tab page. Then choose the
3DUWQHU button. The system displays the list of partners in the locator.
There are two 3DUWQHU fields in the upper left area of the locator. Each field has a 0DLQ button next to it.
With these buttons, you control which partners data is displayed in the locator. For example, if you
select the button for the upper partner, this partners data is displayed. This button has no effect on
partner processing.

6HWXS&XVWRPL]LQJIRU$YDLODELOLW\&KHFN
,Q&502QOLQH


'HILQHWKH$733URILOH

In the Implementation Guide (IMG) for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW choose %DVLF


)XQFWLRQV$YDLODELOLW\&KHFN'HILQH$733URILOH.

$73SURILOH

'HVFULSWLRQ



$YDLODELOLW\&KHFNLQWKH6$3$326\VWHP



(numeric key can be freely defined)

$VVLJQ$733URILOHWR,WHP&DWHJRU\

a. In the IMG for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW choose %DVLF)XQFWLRQV $YDLODELOLW\


&KHFN$VVLJQ$733URILOHWR,WHP&DWHJRU\.
b. Select the required item category and choose

('HWDLOV)

'HILQLWLRQRILWHPFDWHJRULHV

Item category

7$1

Description

6DOHV,WHP

Item object type

&50VDOHVRUGHULWHP

TextDetermProc.

25'(5 6DOHVRUGHULWHP

Partn.DetProc.

 6WDQGDUGLWHP

ATP profile



Relev. wgt/vol.

Structure scope

'RQRWH[SORGHPDWHULDOVWUXFWXUH

Org. data prof.

 6WDQGDUGRUJDQGDWDSURILOH LWHP

c.

Go back.

d. To assign the item category to an application area, select the required item category and
double-click on $VVLJQPHQWRI%XVLQHVV7UDQVDFWLRQ&DWHJRULHV in the dialog structure on the
left of the screen.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 185

CRM Interaction Center

$VVLJQPHQWRIEXVLQHVVWUDQVDFWLRQFDWHJRULHV WRLWHPFDWHJRU\7$1 
7UDQVDFWLRQ&DWHJRU\

Sales

e. Select the required business transaction category and double-click on &XVWRPL]LQJLWHP in the
dialog structure on the left of the screen.
&XVWRPL]LQJLWHP FDWHJRU\7$1 

Relev. for bill.

5HOHYDQWIRUH[WHUQDOELOOLQJ

Pricing-rel.

Statist. value

6\VWHPZLOOFRS\LWHPKHDGHUWRWDOV

Pric. indicat.

$FWLYH



$VVLJQ/RFDWLRQLQ&502QOLQHWR/RFDWLRQLQ6$3$326\VWHP

The SAP APO System returns information on the location [SAP Library] (delivering plant) for
each confirmation schedule line. The location is stored as a business partner in CRM Online
(see Set up Location (Plant) [Page 39]).
In the IMG for &XVWRPHU5HODWLRQVKLS0DQDJHPHQWchoose %DVLF)XQFWLRQV$YDLODELOLW\
&KHFN$VVLJQ/RFDWLRQLQ&502QOLQHWR/RFDWLRQLQ6$3$32.

%XVLQHVV3DUWQHU

/RFDWLRQ

/2&

0001

,QWKH6$3$326\VWHP


0DLQWDLQ*OREDOVHWWLQJVIRU$YDLODELOLW\&KHFN

In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose *OREDO$YDLODEOHWR


3URPLVH *OREDO$73&KHFN *HQHUDO6HWWLQJV 0DLQWDLQ*OREDO6HWWLQJVIRU$YDLODELOLW\
&KHFN.
*OREDOVHWWLQJVIRUWKHDYDLODELOLW\FKHFN
7HPSRUDU\TW\DVVJPQW

,PSRUW&XVWRPL]LQJ

Set this indicator

not allowed

For initial data transfer, ,PSRUW&XVWRPL]LQJcan be set to DOORZHG, so that the customizing
settings can be transferred from SAP R/3 to SAP APO.
In this case, for the following steps marked with , you just need to check whether the
settings are correct,



0DLQWDLQ&DWHJRU\

Check whether the settings are correct.


In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose *OREDO$YDLODEOHWR
3URPLVH *OREDO$73&KHFN *HQHUDO6HWWLQJV 0DLQWDLQ&DWHJRU\.
CRM Interaction Center: Business Scenario Configuration Guide

3.1 186

CRM Interaction Center


6$3&DWHJRULHV

Category

%0

Category text

6DOHV2UGHU

Description

6DOHV2UGHU

Sort string



Category type

5HTPWV

MRP Elem.

9& 2UGHU

Relevant on sublocation level


6DOHVRUGHU

R/3 Object



0DLQWDLQ%XVLQHVV(YHQW

Check whether the settings are correct.


In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose *OREDO$YDLODEOHWR
3URPLVH *OREDO$73&KHFN *HQHUDO6HWWLQJV 0DLQWDLQ%XVLQHVV(YHQW

%XVHYHQW

%HYHQW7H[W

6'RUGHU



0DLQWDLQ&KHFN0RGH

Check whether the settings are correct.


In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose *OREDO$YDLODEOHWR
3URPLVH *OREDO$73&KHFN *HQHUDO6HWWLQJV 0DLQWDLQ&KHFN0RGH

The check mode is equivalent to the requirements class in SAP R/3.


Check modes are not provided in customizing in the standard SAP APO System. The
following is just an example.

Check mode

 6DOHIURPVWRFN

Assignment

1RDOORFDWLRQ

Production type

6WDQGDUG

Check mode text

6DOHIURPVWRFN



0DLQWDLQ&KHFN,QVWUXFWLRQV

In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose *OREDO$YDLODEOHWR


3URPLVH *OREDO$73&KHFN *HQHUDO6HWWLQJV 0DLQWDLQ&KHFN,QVWUXFWLRQV

In the table below, all the columns are listed for the sake of completion. However, please
note that none of the check boxes have been marked for selection.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 187

CRM Interaction Center

Check mode

 6DOHIURPVWRFN

Business event

$ 6'RUGHU

Product check

)LUVWVWHS

NeutrlProd
Prod. allocation

1RFKHFN

Neutral PA
Forecast

1RFKHFN

Forecst:N
Rules Based ATP (RBA)
Start immediat.
Rem. reqmts

'RQRWFUHDWHUHPDLQLQJUHTXLUHPHQWV

ATP Alert act.


Start prod.

$YDLODELOLW\FKHFNRQO\QRSURGXFWLRQ

Time (Production time)

$IWHUH[HFXWLQJDOOEDVLFPHWKRGV



0DLQWDLQ5HTXLUHPHQWV3URILOH

In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose *OREDO$YDLODEOHWR


3URPLVH *OREDO$73&KHFN *HQHUDO6HWWLQJV 0DLQWDLQ5HTXLUHPHQWV3URILOH

Reqmts prfl

&50,QWHUQHW6DOHV

Category

%0 6DOHVRUGHU

Check mode

 VDOHIURPVWRFN

Bus. event

Assignment mode

1RDOORFDWLRQ

TOIn (Temp. obj. ID)

:ULWHLQWHUQDODQGSHUVLVWHQWH[WHUQDOGHOWD
UHFRUGV

Tech. scenario

XVHGRQO\E\5XOHV%DVHG$73

Business trans.

XVHGRQO\E\5XOHV%DVHG$73

Scheduling ind.

1RVFKHGXOLQJFDUULHGRXW
,IVFKHGXOLQJLVWHVWHGLWVKRXOGEHXVHG

Strategy



&50 ORFDWLRQGHWHUPLQDWLRQIRU&50

0DLQWDLQ$73*URXS

Check whether the settings are correct.


In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose *OREDO$YDLODEOHWR
3URPLVH *OREDO$73&KHFN 3URGXFW$YDLODELOLW\&KHFN0DLQWDLQ$73*URXS
CRM Interaction Center: Business Scenario Configuration Guide

3.1 188

CRM Interaction Center

ATP group



Cumulation

1RFXPXODWLRQ

Response

1RUHVSRQVH

Txt for ATP grp

,QGLYLGXDOUHTPW



0DLQWDLQ&KHFN&RQWURO

In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose *OREDO$YDLODEOHWR


3URPLVH *OREDO$73&KHFN 3URGXFW$YDLODELOLW\&KHFN0DLQWDLQ&KHFN&RQWURO
$73FKHFNFRQWUROJHQHUDO

ATP group

 LQGLYLGXDOUHTPW

Business event

$ 6'RUGHU

No subloc.check
No version ck
Consider CH

Rcpts fr. past

&RQVLGHUSDVWUHFHLSWV

Chking.hor.:GR

$73FKHFNFRQWUROVFRSHRIFKHFN IRU$73JURXSEXVLQHVVHYHQW$
&DWHJRU\

/RQJ&DW7[W

%0

6DOHVRUGHU

...

<all the other standard categories>



7(67

Test the availability check using just the SAP R/3 and SAP APO Systems (that is, without
CRM Online).
 'HILQH&RQGLWLRQ7DEOH

Steps 10 to 15 are necessary so that the SAP APO System can determine a location for
the sales order item in CRM Online. Availability check is carried out in the SAP APO
System based on this location. For more information, see Location Determination in the
Sales Order [SAP Library].
D

0DLQWDLQILHOGFDWDORJ

In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose

In SAP APO 3.0A


5XOHV%DVHG$YDLODELOLW\&KHFN
and then 0DLQWDLQ)LHOG&DWDORJ.

*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN 
'HILQH&RQGLWLRQ7DEOH

In SAP APO 2.0A:


5XOHV%DVHG$YDLODELOLW\&KHFN

*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN 
&RQGLWLRQ7HFKQRORJ\

0DLQWDLQ)LHOG&DWDORJ.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 189

CRM Interaction Center

&RQGLWLRQILHOG

/RQJILHOGODEHO

KUNNR

6ROGWRSDUW\

MATNR

3URGXFW

VKORG

6DOHVRUJDQL]DWLRQ

VTWEG

'LVWULEXWLRQFKDQQHO

WERKS

3ODQW

...

...

E

&UHDWHFRQGLWLRQWDEOH

In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose

In SAP APO 3.0A:


5XOHV%DVHG$YDLODELOLW\&KHFN
and then &UHDWH&RQGLWLRQ7DEOH

*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN 
'HILQH&RQGLWLRQ7DEOH

In SAP APO 2.0A:


5XOHV%DVHG$YDLODELOLW\&KHFN
0DLQWDLQ&RQGLWLRQ7DEOH

*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN
&RQGLWLRQ7HFKQRORJ\

Table

 'LVWUFKO6DOHVRUJ

Selected fields

'LVWULEXWLRQFKDQQHO
6DOHVRUJDQL]DWLRQ

 0DLQWDLQ$FFHVV6HTXHQFHV

In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose

In SAP APO 3.0A:


5XOHV%DVHG$YDLODELOLW\&KHFN

*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN 
0DLQWDLQ$FFHVV6HTXHQFHV

In SAP APO 2.0A:


5XOHV%DVHG$YDLODELOLW\&KHFN
0DLQWDLQ$FFHVV6HTXHQFHV

*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN
&RQGLWLRQ7HFKQRORJ\
$FFHVVVHTXHQFHV
$F6T

'HVFULSWLRQ

&50

$FFHVVHV IRU&50
$F1R

7EO





'HVFULSWLRQ

&RQG

([FOXVLYH

Fields (for Access CRM1 10, Table 901)


Entries (for condition fields VTWEG and VKORG) are automatically generated.
CRM Interaction Center: Business Scenario Configuration Guide

3.1 190

CRM Interaction Center

 0DLQWDLQ&RQGLWLRQ7\SH

In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose

In SAP APO 3.0A:


5XOHV%DVHG$YDLODELOLW\&KHFN

*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN 
0DLQWDLQ&RQGLWLRQ7\SH

In SAP APO 2.0A:


5XOHV%DVHG$YDLODELOLW\&KHFN
0DLQWDLQ&RQGLWLRQ7\SH.

*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN
&RQGLWLRQ7HFKQRORJ\

&W\S

'HVFULSWLRQ

$F6T

&50

&50

 0DLQWDLQ5XOH6WUDWHJ\

In the IMG for 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU 6$3$32 choose

In SAP APO 3.0A:


5XOHV%DVHG$YDLODELOLW\&KHFN

*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN 
0DLQWDLQ5XOH6WUDWHJ\

In SAP APO 2.0A:


*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN
&RQGLWLRQ7HFKQRORJ\

0DLQWDLQ5XOH6WUDWHJ\.

5XOHV%DVHG$YDLODELOLW\&KHFN

5XOHVWUDWHJLHV
6WUDWHJ\

'HVFULSWLRQ

&50

&RQWURO IRUUXOHVWUDWHJ\&50
/HYHO

&QW

&W\S

10

&50

'HVFULSWLRQ

&RQG

You do not need to assign the rule strategy, since the rule strategy is specified in the
requirements profile.
 0DLQWDLQ,QWHJUDWHG5XOHV

In SAP APO 3.0A:


In the 6$3(DV\$FFHVV menu choose 0DVWHU'DWD5XOH0DLQWHQDQFH,QWHJUDWHG
5XOH0DLQWHQDQFH

In SAP APO 2.0A:


In the IMG for SAP APO choose *OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN
5XOHV%DVHG$YDLODELOLW\&KHFN 5XOHV 0DLQWDLQ,QWHJUDWHG5XOHV

D

0DLQWDLQ/RFDWLRQ'HWHUPLQDWLRQ3URFHGXUH

In the 2YHUYLHZ(on the left hand side of the screen), choose


CRM Interaction Center: Business Scenario Configuration Guide

(0DLQWDLQORFDWLRQGHWHU)
3.1 191

CRM Interaction Center

'HWHU

7\

&50B/2&

/RFSURFHGXUHW[W

Press (QWHU and enter the following details in the /LVW tab.
/LVW
/RFDWLRQ

&RVWV

3/#5

E

3URILOH 3DUDPHWHU

Choose 3URILOH 3DUDPHWHU.

&RQWURO 5XOH&RQWURO

'HVFULSWLRQ

&50

&50/RFDWLRQ'HWHUPLQDWLRQ

Enter the following details:


$FFHVVVWUDWHJ\RIWKHVXEVWLWXWLRQOLVWV

Product

Work forward from input, cyclic

Location

Work forward from input, cyclic

Loc. product

Work forward from input, cyclic

(Not for SAP APO 2.0A) Select the following radio button:
&RPELQDWLRQRIWKHVXEVWLWXWLRQOLVWV

Combine qualified product with all locations, then qualified loc. w. all prods

F

0DLQWDLQ5XOH

Choose 5XOHV VXEVWLWXWLRQV


5XOH

'HVFULSWLRQ

&50B3/

&50/RFDWLRQ'HWHUPLQDWLRQ

'HWDLOV

Rule

&50B3/

Rule type

Inclusive

Loc.determination proced.

&50B/2&

Rule control

&50

(CRM Location Determination)

 0DLQWDLQ5XOH'HWHUPLQDWLRQ

In SAP APO 3.0A:

CRM Interaction Center: Business Scenario Configuration Guide

3.1 192

CRM Interaction Center


In the SAP Easy Access menu choose 0DVWHU'DWD5XOH0DLQWHQDQFH&UHDWH5XOH
'HWHUPLQDWLRQ.

In SAP APO 2.0A:


In the IMG forSAP APOchoose*OREDO$YDLODEOHWR3URPLVH *OREDO$73&KHFN 
5XOHV%DVHG$YDLODELOLW\&KHFN 5XOHV 0DLQWDLQ5XOH'HWHUPLQDWLRQ.

a. Enter &50 in the &RQGLWLRQ7\SH field.


((QWHU .

b. Choose
c.

Enter the following data:

6DOHVRUJDQLVDWLRQ

'LVWULEXWLRQFKDQQHO

d. Choose





(([HFXWH).

e. Enter the following data:


&KDUDFWHULVWLF

5XOH

&5&/17

&50B3/

f.

Save the data.

 7(67

Test the availability check in CRM Online.

'HWHUPLQLQJ3ULFLQJ3URFHGXUHV
3URFHGXUH

In the Implementation Guide (IMG), select the following path to maintain pricing determination
procedures:

%DVLF)XQFWLRQV3ULFLQJLQWKH%XVLQHVV7UDQVDFWLRQ

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
'HWHUPLQH3ULFLQJ3URFHGXUHV

'DWHVLQ%XVLQHVV7UDQVDFWLRQV
8VH

You can display and change dates in transaction documents.


In transaction documents you can edit datesand durations according to transaction types on a special
tab page, or, you can use other tab pages most suitable for such dates (for example, the 6FKHGXOH
/LQHVtab page).
You can edit dates and durations at header or item level. The following overview gives examples:
([DPSOHVIRU'LVSOD\LQJ'DWHV
7UDQVDFWLRQ7\SH,WHP

7DE3DJH

'DWH7\SHV'XUDWLRQ7\SHV

General

Valid from

&DWHJRU\

Quotation (Header)

CRM Interaction Center: Business Scenario Configuration Guide

3.1 193

CRM Interaction Center

Lease (Header)

Dates

Term of Lease

Quantity Contract (Position)

Cancellation

Cancellation Date

3UHUHTXLVLWHV

In order to be able to use dates in the document, you must have assigned a date profile to the
appropriate transaction or item type in Customizing.
You define the date profile in the implementation guide (IMG) of &XVWRPHU5HODWLRQVKLS0DQDJHPHQW
under %DVLF)XQFWLRQV 'DWH0DQDJHPHQW'DWH3URILOH.Pay particular attention to the following
settings:

You have grouped together all dates, durations and date rules as well as Reference Objects [SAP
Library] that are valid in this transaction type (or in this item category).

In the views 6FUHHQ$UHDV'DWHV and 6FUHHQ$UHDV'XUDWLRQV all date types and duration periods
have been assigned to the tab pages on which they should appear.

If you want to change dates and durations in a document, do QRW mark the 'LVSOD\2QO\ field in the
views 6FUHHQ$UHDV'DWHV and 6FUHHQ$UHDV'XUDWLRQV.

The display format of dates is preset. You can choose whether you want to see a date for
example, with or without a time in a document. Keep in mind, however, that all dates have a time
stamp in the background (date, time in seconds and time zone).

There is further information about controlling dates in the implementation guide (IMG) for &XVWRPHU
5HODWLRQVKLS0DQDJHPHQW under %DVLF)XQFWLRQV 'DWH0DQDJHPHQW.
$FWLYLWLHV

When processing business transactions you can:

Display dates
The system displays all date types and durations that are assigned to the tab page in a table.
If dates or durations have already been entered or calculated, the times are shown according
to the display format set in Customizing.
If a date rule is assigned to a date type, this too is displayed in the table.

Enter dates
You can enter dates and durations in empty fields or make changes by overwriting.

Change dates and durations


You can change dates and durations by overwriting.
If a date was calculated using a date rule, and you change the date in the document manually,
the corresponding date rule is automatically faded out.
If a date or duration has been marked as a display field in Customizing, you cannot change it
in the document.

Re-calculate dates
If you have changed a date or duration, the system re-calculates all dependent dates. In doing
so the system uses the calculation sequence assigned to the date type in Customizing.
In Customizing you can turn off the function responsible for re-calculating date types (for
example, the date type 9DOLGIURP should not display the current date). In this case, the time
for this date type is only calculated once and remains the same even if other dates are
changed.
You can select a new date rule for a date if this is permitted in the date profile. Permitted rules
are displayed in the input help.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 194

CRM Interaction Center

'DWH3URILOHVLQWKH,QWHUDFWLRQ&HQWHU
8VH

There are two date profiles [SAP Library] available for Inbound and Outbound Telesales in
Customizing in the standard delivery:

CIC_F2F Contact Profile CIC

CIC_PLN Contact Profile CIC (Plan)

3URFHGXUH

1. Choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF)XQFWLRQV'DWH'HILQLWLRQ$VVLJQ
'DWH3URILOHWR7UDQVDFWLRQ7\SH in the Implementation Guide (IMG).
2. Select the transaction type that you would like to use in the Interaction Center for Telesales.
3. Assign the required date profile to the transaction type in the detail view.

&RQWUROOLQJ$FWLRQV
8VH

You can set up actions in Customizing according to the demands of your companys processes.
3UHUHTXLVLWHV

In order to define date-dependent actions, you have to have defined date profiles under %DVLF
)XQFWLRQV'DWH3URILOH 'HILQH'DWH3URILOH in Customizing. There is further information under
Date Management (CRM-BF-DAT) [SAP Library].
You know which business object type the transaction type or item category has for which you want to
define actions. You find the business object type in Customizing of transaction types.
)HDWXUHV

You control actions by means of

General DWWULEXWHV
For each action you can define

when processing should take place (processing time [SAP Library])

whether scheduling should be automatic as soon as the schedule condition has been fulfilled

whether changes can be made in the document to condition and processing parameters

whether it can be started from the action list [SAP Library] in the document

whether it is displayed in the document application tool bar

whether it depends on certain parameters, that is, can only be executed for certain business
partners

Processing Types
There are several processing types available in CRM:

Methods (Business Add-Ins)

Workflow

Smart Forms

CRM Interaction Center: Business Scenario Configuration Guide

3.1 195

CRM Interaction Center

&RQGLWLRQV

You can define one or more schedule and start conditions in the action definitions within a
profile. Use the Workflow Conditions Editor [SAP Library] for this.

$VVLJQLQJ

action profiles to transaction types or item categories

You always define actions in an action profile and assign the action profile to a transaction
type or to an item category. As a result, these actions are always available in a document of
this transaction type or in an item of this category.
$FWLYLWLHV

Select %DVLF)XQFWLRQV $FWLRQVinCustomizing for &XVWRPHU5HODWLRQVKLS0DQDJHPHQW You make


the settings for the actions in the subordinate IMG activities. There is also further documentation there.
There is a :L]DUG in Customizing to help you create action profiles and actions.

6DOHV2UGHU&RQILUPDWLRQE\(0DLO
8VDJH

You can send an order confirmation to your customers by e-mail. This is particularly appropriate when
processing orders via the Internet.
3UHUHTXLVLWHV

An E-mail address must be defined for the customer in the business partner master.
You have selected Simple Determination of Order Confirmation in the 'HWHUPLQDWLRQ7HFKQLTXHfield
for the required action definition (for example, order confirmation) in Customizing for CRM under %DVLF
)XQFWLRQV0HVVDJH'HWHUPLQDWLRQ'HILQH$FWLRQ3URILOH You can find further information in the
implementation guide (IMG) for Customer Relationship Managementunder%DVLF)XQFWLRQV
0HVVDJH'HWHUPLQDWLRQ'HILQH$FWLRQ3URILOH
The order is complete and error-free.
)XQFWLRQDO6FRSH

The sales order confirmation is sent directly to the customer after completion of the purchase order
transaction.
The customer receives a corresponding e-mail in his mail inbox. The sales order confirmation is
contained in this mail in the form of a PDF file.
SAP delivers a standard form in Smart Forms for sales order confirmation.

CRM Interaction Center: Business Scenario Configuration Guide

3.1 196

CRM Interaction Center

&XVWRPL]LQJIRU%XVLQHVV7UDQVDFWLRQV

Customizing for business transactions consists of several activities that can be found in the IMG.
Menu path: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW7UDQVDFWLRQV%DVLF6HWWLQJV
A transaction type [SAP Library] specifies the characteristics and attributes of a business transaction
and the control attributes (for example, partner determination procedure, text determination procedure,
status profile, organizational data profile). A transaction type controls the processing of a specific
business transaction, for example a standard order.
An item category [SAP Library] specifies the characteristics and attributes of a transaction item, and
controls the processing of an item.

In order that the transactions are transferred correctly from the CRM System into the R/3
System, the settings for document processing must match for the business control in both
systems. For sales transactions, this means, a sales document type of the same name
must exist in the R/3 System for the transaction type in the CRM System. The same
applies for item categories, item category groups and item category determination. SAP
delivers standard settings for this.
In order that the same sales order number or transaction number is used in the OLTP R/3
system and CRM online for a transaction, you need to set internal number assignment in
the CRM transaction and external number assignment in the R/3 System. Both should use
the same number range.
You can find further information under Data Exchange for Sales Transactions: CRM Online R/3
[Page 117].

'HILQH7UDQVDFWLRQ7\SHV

The following graphic shows the process when defining a transaction type:

'HILQH7UDQVDFWLRQ7\SH
$WWULEXWHVDQGFKDUDFWHULVWLFVRIDWUDQVDFWLRQ
&RQWURODWWULEXWHV
/HDGLQJEXVLQHVVWUDQVDFWLRQFDWHJRU\

$VVLJQ7UDQVDFWLRQ7\SH

$GGLWLRQDOEXVLQHVVWUDQVDFWLRQFDWHJRULHV
'HSHQGHQWRQOHDGLQJEXVLQHVVWUDQVDFWLRQFDWHJRU\

&XVWRPL]LQJDW+HDGHU/HYHO

9DULRXVVHWWLQJV
GHSHQGLQJRQEXVLQHVVWUDQVDFWLRQFDWHJRU\

A transaction type can be assigned to one or several business transaction categories [SAP Library].
Only certain combinations of business transaction categories are possible. Depending on the leading
business transaction category [SAP Library], choose the further business transaction categories.
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You need to maintain various Customizing settings at header level, depending on the business
transaction category. For example, you need to specify settings such as goal of activity or subject
profile for the business transaction category DFWLYLW\, the document pricing procedure or payment plan
type for the business transaction category VDOHV, the subject profile for the business transaction
category VHUYLFH.
Further information is available in the IMG documentation under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW
7UDQVDFWLRQV%DVLF6HWWLQJV'HILQH7UDQVDFWLRQ7\SHV.

'HILQLQJ,WHP&DWHJRULHV

The following graphic shows the process when defining an item category:

'HILQH,WHP&DWHJRU\
&KDUDFWHULVWLFVDQGDWWULEXWHVRIDQLWHP
&RQWURODWWULEXWHV
,WHPREMHFWFDWHJRU\

$VVLJQ%XVLQHVV7UDQVDFWLRQ&DWHJRULHV

$VVLJQEXVLQHVVWUDQVDFWLRQFDWHJRULHV
2QO\VSHFLILFFRPELQDWLRQVDUHDOORZHG

&XVWRPL]LQJDW,WHP/HYHO
9DULRXVVHWWLQJVGHSHQGLQJRQ
EXVLQHVVWUDQVDFWLRQW\SH

An item category specifies the characteristics and attributes of a transaction item, and controls the
processing of an item. First, you assign the item category to an item object type [SAP Library]. The
item object type specifies the business context in which an item category is used.
One or several business transaction categories can be assigned to an item category. Only certain
combinations of business transaction categories are possible. You need to maintain Customizing
settings for each of the business transaction categories you have assigned, for item level in the
transaction.
Here, for example, you can set whether the item is relevant for billing, or whether pricing is active or
inactive.
Further information is available in the IMG documentation under &XVWRPHU5HODWLRQVKLS0DQDJHPHQW
7UDQVDFWLRQV%DVLF6HWWLQJV'HILQH,WHP&DWHJRULHV.

&RPSDULQJ7UDQVDFWLRQDQG'RFXPHQW7\SHV

7UDQVDFWLRQV%DVLF6HWWLQJV

0HQXSDWKLQ,0*

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

&50

'HILQH7UDQVDFWLRQ7\SHV

0HQXSDWKLQ,0*

6DOHVDQG'LVWULEXWLRQ

5

+HDGHU

Sales 6DOHV'RFXPHQWV 6DOHV'RFXPHQW

'HILQH6DOHV'RFXPHQW7\SHV

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Compare the transaction types in CRM with the document types in R/3 manually. If an exchange is to
take place between the R/3 System and CRM Online, there must be a transaction type in CRM Online
with the same name as a sales document type in the R/3 System.

&RPSDULQJ,WHP&DWHJRULHV
3URFHGXUH

7UDQVDFWLRQV%DVLF6HWWLQJV

0HQXSDWKLQWKH

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

,0* &50

'HILQH,WHP&DWHJRULHV

0HQXSDWKLQWKH

6DOHVDQG'LVWULEXWLRQ

,0* 5

,WHP

6DOHV6DOHV'RFXPHQWV6DOHV'RFXPHQW
'HILQH,WHP&DWHJRULHV

Compare the item categories in CRM with those in R/3 manually, as there is no Customizing download
for this object.
The reason for this is the different control logic behind the item categories that prevents an automatic
transfer.

&RPSDULQJ,WHP&DWHJRU\8VDJH
0HQXSDWKLQ,0*

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

&50

'HILQH,WHP&DWHJRU\8VDJH

0HQXSDWKLQ,0*

6DOHVDQG'LVWULEXWLRQ

5

,WHP

7UDQVDFWLRQV%DVLF6HWWLQJV

Sales 6DOHV'RFXPHQWV 6DOHV'RFXPHQW


'HILQH,WHP&DWHJRU\8VDJH

Compare the item category usage in CRM with that in R/3 manually, as no customizing download is
intended for this. The reason for this is that the control logic behind the item categories is different,
which prevents an automatic copy.

&RPSDULQJ1XPEHU5DQJHV
3URFHGXUH

Customer Relationship Management Transactions Basic Settings


Define Number Ranges Number Ranges for Sales Transactions

0HQXSDWKLQWKH
,0* &50

Sales and Distribution Sales Sales Documents Sales Document


Header Define Number Ranges for Sales Documents

0HQXSDWKLQWKH
,0* 5

Compare the number ranges in CRM with those in R/3 manually, as there is no Customizing download
for this object.

The following number range is assigned to the sales document type TA in the R/3 System:
1R

)URP

7R

([WHUQDO

01

1000

no

02

1001

2000

yes

The following number range is assigned to the transaction type TA in CRM:


CRM Interaction Center: Business Scenario Configuration Guide

3.1 199

CRM Interaction Center

1R

)URP

7R

([WHUQDO

01

1001

2000

no

&RPSDULQJ,WHP1XPEHU$VVLJQPHQW
3URFHGXUH

7UDQVDFWLRQV%DVLF6HWWLQJV
'HILQLWLRQRI7UDQVDFWLRQ7\SHV'HWDLOV

0HQXSDWKLQWKH

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

,0* &50

'HILQH7UDQVDFWLRQ7\SHV
,QFUHPHQW,WHP

6DOHV6DOHV'RFXPHQWV6DOHV'RFXPHQW
'HILQH6DOHV'RFXPHQW7\SHV'HWDLOV,WHP1R,QFUHPHQW

0HQXSDWKLQWKH

6DOHVDQG'LVWULEXWLRQ

,0* 5

+HDGHU

Compare the item number assignment in CRM with that in R/3 manually, as there is no Customizing
download for this object.

&RQILJXULQJ6DOHV7UDQVDFWLRQV
8VH

If you wish to process sales transactions in the CRM Online System, you can make specific settings
for sales transactions in addition to the basic settings for transactions [Page 196].

3URFHGXUH
0HQXSDWKLQWKH,0*

7UDQVDFWLRQV6HWWLQJV

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW
IRU6DOHV7UDQVDFWLRQV

%LOOLQJ&RQILJXUDWLRQ
8VH

In order that you can fully use CRM Billing, it is necessary that you process all activities that are in the
Implementation Guide under the %LOOLQJ node.

3URFHGXUH

1. In the Implementation Guide (IMG), choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%LOOLQJ.


2. Be sure to make the following settings:

6HUYLFHV

Number Ranges

'HILQH%LOOLQJ2UJDQL]DWLRQDO8QLW

'HILQH%LOOLQJ7\SHV

: Here, you should be sure to configure Pricing and Partner Processing.

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CRM Interaction Center

'HILQH,WHP&DWHJRULHV

,WHP&DWHJRU\'HWHUPLQDWLRQ

If required, ,QWHJUDWLRQ7UDQVIHUULQJ%LOOLQJ'RFXPHQWVWR$FFRXQWLQJ

3. In order that you can use Billing in CRM, make the settings for triggering billing. For this, select
&XVWRPHU5HODWLRQVKLS0DQDJHPHQW7UDQVDFWLRQV%DVLF6HWWLQJV'HILQH,WHP&DWHJRULHV
in the IMG. For more information, see Triggering Billing [Page 203].

%LOOLQJ
3XUSRVH

As a subprocess of billing, &50%LOOLQJ transfers billing due list items to billing document items and
assigns these to the billing document headers. Therefore, billing documents (for example invoices,
credit and debit memos) are created from items which come from a wide range of CRM Business
Transactions.
During billing, the system combines as many billing due list items as possible together in one billing
document. Such a combination is not possible if one or more 6SOLWWLQJ&ULWHULD prevent this. The
system cannot combine, for example, two billing due list items with the same sold-to party but different
payers in a joint invoice, as every billing document is created for exactly one %XVLQHVV3DUWQHU Payer.
The Payer is for this reason predefined in the system as a fixed splitting criterion.
3UHUHTXLVLWHV

It is possible to create transaction or delivery-related billing documents. You can set controls for this in
Customizing for &50%LOOLQJ using the field %LOOLQJ5HOHYDQFH in the ,WHP&DWHJRU\ For these settings
choose6$3,PSOHPHQWDWLRQ*XLGH&XVWRPHU5HODWLRQVKLS0DQDJHPHQW7UDQVDFWLRQV%DVLF
6HWWLQJV'HILQH,WHP&DWHJRULHV

For further information on billing relevance in CRM Business Transactions, see the documentation for
Triggering Billing [Page 203].
The system predefines the splitting criteria using the fields of the billing document header. Therefore,
the system can only combine a number of billing due list items in a joint billing document when they
have the same field contents for the following fields:

Billing Type

Billing date

Business Partner Payer

Billing unit

Terms of payment

Incoterms

You can use the Billing Engine Framework metadata to add further fields as splitting criteria. Branch
to this in Customizing for &50%LOOLQJand choose 6$3,PSOHPHQWDWLRQ*XLGH&XVWRPHU
5HODWLRQVKLS0DQDJHPHQW%LOOLQJ6\VWHP(QKDQFHPHQWV(GLW0HWDGDWD

In addition, you can influence splitting criteria using the copying requirement /BEA/BDCPREQ. For
this, choose 6$3,PSOHPHQWDWLRQ*XLGH&XVWRPHU5HODWLRQVKLS0DQDJHPHQW%LOOLQJ'HILQH
&RS\LQJ5HTXLUHPHQWV.
3URFHVV)ORZ

The following methods are possible for generating billing documents:

Creating individual billing documents


For further information, see also Executing Individual Billing [SAP Library].

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CRM Interaction Center

Creating collective billing documents (online or in the background)


For further information, see also Collective Billing [SAP Library].
   
       

&50%LOOLQJ

- Billing %LOOLQJ'XH
/LVW
%'/

zz

R Q-q?~
BCE
x ;`816Y

Brq?smt uHW
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+U0-wyx ;K8 6yY

fU
]g"hji"kmlAg n

 
< = 2?5A@
>
BDCFEHG IKJMLONOP*QSR
"!$#&%  ')(*'
0$243"57698": ;
+-, . . /10243"57698": ;

TUR*Q?V"J7N"NXW
@121Y1;?+-, . . /
0$2A3"5"698": ;

f-g"hji"kmlA
"g
)n

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"g
)n

Z\["N1IJ$R

Z\["N1I*JR

Zd["N1IJ$R

C [1I[
U
^`_a4N"IKJMLXb

C [)I[
]
^`_-aAN7IKJ?Lcb

^e_a4N7IJMLXb

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'RFXPHQWD

BCDp
BCDo

CU[7I[

Fig.: Subprocess - billing of billing due list items showing all process steps up to creation of billing documents

As soon as you have triggered individual or collective billing, the system executes the following steps
up to creating billing documents:
1. Grouping of billing due list items according to payer and suggested billing document type for each
processing package (for collective billing this takes place in the background)
2. Transferring billing due list items into billing document items and completing relevant master data
(item partner, item text and item price) by calling up the relevant services
3. Combining all relevant billing document items for a billing document while taking splitting criteria
into consideration
4. Assembling the billing document including header, item and service data and completion of
relevant master data (header partner, item text and item price) by calling up the relevant services
5. Updating the billing document in the database (for collective billing in the background) and
triggering output processing (by calling up action processing among other methods)
5HVXOW

The system has created one or more billing document items from one or more billing due list items
while taking the set splitting criteria into consideration.
If you were expecting a combination of relevant items in one billing document instead of the creation of
two documents, you can find more information by displaying the reasons for the invoice split. To do
this, select both relevant billing documents in the billing document list under 3URFHVVLQJ%LOOLQJ
'RFXPHQWVand choose 'LVSOD\6SOLW$QDO\VLV

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CRM Interaction Center

7ULJJHULQJ%LOOLQJ
8VH

The trigger for billing is specified in Customizing for the item category for CRM Business Transactions
by the ELOOLQJUHOHYDQFHfield.
Go to 6$3,PSOHPHQWDWLRQ*XLGH&XVWRPHU5HODWLRQVKLS0DQDJHPHQW7UDQVDFWLRQV%DVLF
6HWWLQJV'HILQH,WHP&DWHJRULHV
You have the following options for triggering billing:

Not relevant for billing: The transaction is not relevant for billing (for example, an item in a free-ofcharge delivery or a quotation).

External billing: billing is controlled in the R/3 back-end system or another external system.

Transaction-related billing document in CRM Billing.

Delivery-related billing document in CRM Billing.

7UDQVDFWLRQ5HODWHG%LOOLQJ



7UDQVDFWLRQ5HODWHG%LOOLQJ

6HUYLFH&RQWUDFW
3&6HUYLFH






Billing Due
List

2SWLRQVIRU7UDQVDFWLRQ5HODWHG%LOOLQJ

6DYHWKHWUDQVDFWLRQ ELOOLQJUHOHYDQFH( 

&RQWUDFWUHOHDVHIRUWUDQVDFWLRQ ELOOLQJUHOHYDQFH% 

relevant for transaction-related billing. For a


transaction in the CRM System, CRM Billing is called up for billing the order quantity (for example
credit and debit memos from complaints processing).

as a rule, relevant for transaction-related


billing after the contract release. For a transaction in the CRM System, CRM Billing is called up for
billing the order quantity, if the transaction (usually a contract) is released.

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CRM Interaction Center

&RQILUPDWLRQIRUWUDQVDFWLRQ ELOOLQJUHOHYDQFH' 

relevant for transaction-related billing after


confirmation. For a transaction in the CRM System, CRM Billing is called up for billing the order
quantity if the transaction (usually a service transaction) is confirmed.

2SWLRQVIRU'HOLYHU\5HODWHG%LOOLQJ
7UDQVDFWLRQUHODWHGELOOLQJDFFRUGLQJWRGHOLYHU\TXDQWLW\ ELOOLQJUHOHYDQFH& 

For a transaction in the CRM System, CRM Billing is called up for billing the cumulated delivery
quantity. (The delivery in the R/3 back-end system returns the delivery quantity to the CRM
transaction).
&DXWLRQIn this case, you must make sure that the corresponding item category is set to not
relevant for billingin the R/3 back-end system.

&50
6DOHV2UGHU

3URGXFW4XDQWLW\

%LOOLQJ'XH

%RRNV
3F

/LVW

5
6DOHV2UGHU

3URGXFW4XDQWLW\
%RRNV
3F

'HOLYHU\

*RRGV,VVXH

4XDQWLW\

4XDQWLW\

'HOLYHU\UHODWHG&50%LOOLQJ ELOOLQJUHOHYDQFH) 

Following successful delivery and goods issue in the R/3 System, CRM Billing is called up in the CRM
System for billing the delivery quantity.
In this case, the corresponding item category is set DXWRPDWLFDOO\ to billing-relevance Q (billing in
the CRM System) in the R/3 back-end system.
For delivery-related CRM Billing (billing-relevance F), you must set the item category which
was determined for the transaction to GHSHQGHQWLWHP in Customizing for Billing. This ensures that
billing is carried out dependent on the delivery (&XVWRPHU5HODWLRQVKLS0DQDJHPHQW'HILQH,WHP
&DWHJRU\).

For delivery-related billing, SAP recommends using billing-relevance F, as, in contrast to billingrelevance C, reference is made to individual delivery.

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CRM Interaction Center

&50
6DOHV2UGHU

3URGXFW4XDQWLW\

%LOOLQJ'XH

%RRNV
3F

/LVW

5
6DOHV2UGHU

3URGXFW4XDQWLW\
%RRNV
3F

'HOLYHU\

*RRGV,VVXH

4XDQWLW\

4XDQWLW\

3D\PHQW&DUG3URFHVVLQJ

You can make the customizing settings for payment card processing under:
IMG: &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF)XQFWLRQV3D\PHQW&DUGV

&XVWRPL]LQJ3D\PHQW&DUG3URFHVVLQJ
8VH

The following tables give an overview of the Customizing activities for payment card processing, which
are divided into four groups: Basic Settings, Settings for Transactions, Settings for Authorization and
System Modifications.
For general information, see Payment Card Processing [SAP Library].
$FWLYLWLHV

To access the activities in the first table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF


)XQFWLRQV3D\PHQW&DUGV%DVLF6HWWLQJV
&XVWRPL]LQJDFWLYLW\

:KDW\RXGR

Assign Checking Rule

Assign function modules to checking rules

Maintain Payment Card Type

Assign checking rules to payment card types


[SAP Library], and specify whether card
number are encrypted

Assign Payment Card Category to Payment


Card Type

Assign categories [SAP Library] to card types

Maintain Payment Card Category

Define payment card categories

Maintain Payment Card Blocks

Enter names and alphanumeric keys that

CRM Interaction Center: Business Scenario Configuration Guide

3.1 205

CRM Interaction Center


describe reasons for blocking cards
To access the activities in the second table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF
)XQFWLRQV3D\PHQW&DUGV6HWWLQJVIRU7UDQVDFWLRQV
&XVWRPL]LQJDFWLYLW\

:KDW\RXGR

Define Customer Payment


Guarantee Procedure

Define SD\PHQWJXDUDQWHHSURFHGXUHV>6$3/LEUDU\@,
such as payment cards

Assign Payment Card Plan


Type to Business Transaction

Specify SD\PHQWFDUG as the payment plan type for the


business transaction types [SAP Library] in which you use
payment cards

Define Checking Group

Specify various settings for authorization, such how long the


validity period is, and whether the system interprets data
from AVS [SAP Library] and CVV [SAP Library] checks

Assign Checking Group to


Business Transaction

Assign checking groups to the business transaction types for


which you use payment cards

To access the activities in the third table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF


)XQFWLRQV3D\PHQW&DUGV6HWWLQJVIRU$XWKRUL]DWLRQ
&XVWRPL]LQJDFWLYLW\

:KDW\RXGR

Determine Organizational Unit for Clearing

Assign the standard role FOHDULQJ to the


organizational units in your company that
process payment card transactions

Define Merchant ID

Enter the merchant IDs [SAP Library] that


clearing houses [SAP Library] assign to you

Assign Merchant ID

Assign merchant IDs to organizational units


and payment card types

Determine Authorization Module

Assign authorization modules to merchant IDs

Define Texts for Check Results

Enter short texts, that are displayed in


transactions, describing the responses that
clearing houses send you

To access the activities in the fourth table, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW%DVLF


)XQFWLRQV6\VWHP0RGLILFDWLRQV3D\PHQW&DUGV
&XVWRPL]LQJDFWLYLW\

:KDW\RXGR

Additional Fields for Payment Plan

Customize the payment plan to include


additional fields

Additional Fields for Payment Plan Date

Customize the payment plan to include


additional fields

Event Handler for Payment Plans

Set the system to alert you to changes in


transactions, such as a new currency or a new
payer [SAP Library] in the payment plan

Determine Merchant

Set the system to determine merchant IDs


based on criteria other than organizational
units

Structure for Communication with Clearing


House

Specify how the system sends data to clearing


houses, and how it reacts to information from
the clearing houses. You can, for example, set
the system to authorize all amounts over USD

CRM Interaction Center: Business Scenario Configuration Guide

3.1 206

CRM Interaction Center


5000.00 with a certain clearing house, and to
ignore information from the clearing house in
certain cases.
Header and Item Data of Authorization

Customize transaction documents by adding


fields for data at header and item level

Requirement for Authorization (TransactionDependent)

Define additional requirements for successful


authorization

Merging/Split of Values to be Authorized

Set the system to create multiple authorizations


on one payment card, for example, if you plan
multiple deliveries

&UHGLW0DQDJHPHQW
3XUSRVH

Credit management limits financial risks for your organization by allowing you to carry out credit
checks in transaction processing, and by forwarding documents, blocked for credit reasons, directly to
the employees responsible for reviewing them.
,QWHJUDWLRQ

To carry out a credit check, CRM uses a Remote Function Call (RFC) to contact SAP R/3 or another
online transaction processing (OLTP) system where you do financial accounting. You must define a
RFC destination, and specify this destination for the credit check.
To define RFC destinations in Customizing, choose &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW
&500LGGOHZDUHDQG5HODWHG &RPSRQHQWV &RPPXQLFDWLRQ6HWXS'HILQH5)&
'HVWLQDWLRQV

To specify destinations for the credit check, choose &XVWRPHU5HODWLRQVKLS0DQDJHPHQW


&500LGGOHZDUHDQG5HODWHG&RPSRQHQWV&RPPXQLFDWLRQ6HWXS'HILQH0LGGOHZDUH
3DUDPHWHUVThen choose the activity 2/735&UHGLW&KHFNand enter a RFC destination for
the parameter &50&5('&+(.
The standard credit check in CRM calls up the automatic credit check in SAP R/3. If you use a system
other than R/3 for financial accounting, you must implement your own checking rules to enable CRM
to call up this system.
To implement checking rules in Customizing, choose &XVWRPHU5HODWLRQVKLS 0DQDJHPHQW
%DVLF)XQFWLRQV 6\VWHP0RGLILFDWLRQV &UHGLW0DQDJHPHQW 'HILQH&KHFNLQJ5XOHV
and ,PSOHPHQW&KHFNLQJ5XOHV.
For more information on the credit check, see Automatic Credit Check [Page 209].
)HDWXUHV

Either when you save a transaction document, or when you choose


(Credit check) at the top of the
item screen area, CRM calls up a credit check from your OLTP system.
When CRM receives the check results, it sets credit status at item level, sets overall credit status at
header level and enters related messages in the application log. If one or more items have the status
&UHGLW&KHFNQRW2.the overall status for the transaction is also&UHGLW&KHFNQRW2.Credit status
for an item is displayed on the 6WDWXV tab page for that item, and overall credit status is displayed on
the 6WDWXV tab page at header lever.
When you save, CRM transfers error-free documents into the OLTP system. (It transfers both those
with the status &UHGLW&KHFN2. and those with &UHGLW&KHFNQRW2. because the latter does not
count as an error.) In the OLTP system, you can continue processing documents with the status &UHGLW
&KHFN2., such as by creating deliveries or billing documents.

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CRM Interaction Center


If you raise the price or quantity or change currency, business partners [SAP Library], organizational
data or delivery dates in CRM, the system automatically does a new credit check when you save.
CRM blocks transactions with the status &UHGLW&KHFNQRW2. for further processing, and, through
Workflow, sends them to the employee responsible for reviewing them. He or she can then release or
reject the transactions.
For more information on workflow, see SAP Business Workflow for Credit Management
[SAP Library].
The following illustration provides an overview of credit management, showing how CRM and R/3
communicate with each other.
+RZFUHGLWPDQDJHPHQWZRUNV

CRM

R/3 or OLTP



1. You create an document in CRM.

Item 1

2. When you save, or when you choose

Item 2
Item 3


   
   

the &UHGLWFKHFN icon, CRM calls up the


credit check in R/3.
3. R/3 sends a response to CRM.

&'(#



Item 1
Item 2

Item 1
Item 2

Item 3

RU

Item 3

*,+ . -0/ +#1


2'354 Item 1
Item 2
Item 3

4. CRM sets overall status at header


level.
5. Error-free documents are replicated
in R/3. &UHGLWFKHFNQRW2. is QRW an
error.
6. CRM forwards &UHGLWFKHFNQRW2.
documents, through Workflow, to the
responsible employee.
7. If status is &UHGLWFKHFN2.you can
create subsequent documents in R/3.



6'(#

Item 1
Item 2

Item 1
Item 2

Item 3

DQG

Item 3

  ! "#%$
Item 1
Item 2
Item 3

&RQVWUDLQWV

1. Credit management in CRM is limited due to the separation of CRM from a financial accounting
system. It consists primarily of the credit check called up from the OLTP system, and the
processing of blocked transactions in workflow.
2. Credit checks, changes or cancellations of documents created in CRM should be made only in
CRM, not in the OLTP system. This constraint exists because changes in the OLTP system are
not replicated in CRM. Therefore the status of the CRM documents would not match the status of
the changed OLTP documents. However, subsequent documents, such as deliveries and invoices
can be made in the OLTP system.
If R/3 is your OLTP system, and you change a document created in CRM in R/3, R/3 displays
a message.
3. The standard automatic credit check evaluates the payers credit standing based on credit
exposure calculated for values from transactions in R/3. It does not consider values for any
transactions, new or changed, not yet transferred into R/3, or values from orders invoiced with
CRM Billing.
The system calculates credit exposure based on values for open orders, open deliveries,
open billing documents and open items. For more information, including how to work with
static and dynamic credit limit checks, see the documentation for this R/3 Customizing activity:
6DOHVDQG 'LVWULEXWLRQ

%DVLF)XQFWLRQV &UHGLW0DQDJHPHQW5LVN 0DQDJHPHQW 'HILQH

$XWRPDWLF&UHGLW&RQWURO

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3.1 208

CRM Interaction Center

$XWRPDWLF&UHGLW&KHFN
8VH

The automatic credit check allows you to evaluate a transaction based on the credit standing [SAP
Library] of the payer in SAP R/3, and therefore ensure proper further processing of the transaction
document.
For information on credit management in general, see Credit Management. [Page 207]
3UHUHTXLVLWHV

You have completed the three CRM Customizing activities under:


&XVWRPHU5HODWLRQVKLS 0DQDJHPHQW

%DVLF)XQFWLRQV &UHGLW0DQDJHPHQW

You have maintained credit management accounts in SAP R/3.


For information on credit management in R/3, see 6$3/LEUDU\ /RJLVWLFV 6DOHVDQG
'LVWULEXWLRQ &UHGLWDQG5LVN0DQDJHPHQW

You have completed Customizing for credit management in R/3.


To carry out Customizing in R/3, choose 6DOHVDQG 'LVWULEXWLRQ %DVLF )XQFWLRQV &UHGLW
0DQDJHPHQW5LVN0DQDJHPHQW

The fields in the 5HDFWLRQ column in the Customizing activity'HILQH$XWRPDWLF&UHGLW&RQWUROare


set to%or'
To set these fields, choose 6DOHVDQG 'LVWULEXWLRQ %DVLF)XQFWLRQV &UHGLW
0DQDJHPHQW5LVN 0DQDJHPHQW &UHGLW0DQDJHPHQW 'HILQH$XWRPDWLF&UHGLW&RQWURO.

$FWLYLWLHV

1. You trigger the credit check either when you save a document, or when you choose
check) at the top of the item screen area.

(Credit

2. CRM then gets ready to do the check, which may actually consist of a series of checks: one for
each item category [SAP Library] in the document. CRM therefore first groups the items by item
category, and, for each group, totals the open values, including tax, of the requested quantity of
error-free items. If the document contains items belonging to one item category, CRM only does
one check.
3. CRM calls up the automatic credit check and sends the information on open values to R/3, along
with data on the credit group, sales organization, currency, payer and other business partners.
4. R/3 uses this information to determine the R/3 credit group, credit control area [SAP Library],
credit management account of the payer, and the accounts risk category.
5. R/3 checks the payers credit standing.
6. It then sends the results of the credit check back to CRM.
7. CRM enters the overall credit status for the document on the 6WDWXV tab page in the document
header, and enters credit status for each item on the 6WDWXV tab pages at item level. CRM also
enters messages, describing the results of the check, in the application log.

This illustration shows how CRM and R/3 communicate with each other to carry out the automatic
credit check.

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CRM Interaction Center


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1. Saving, or pressing the &UHGLWFKHFN


icon, triggers the credit check

CRM 3.0

SAP R/3

2. CRM groups items by item category and


does 1 check per group. 1 item category =
1 check

2UGHU

Sales item

3. CRM uses a RFC to call up the automatic

Sales item

credit check in R/3, and sends data to R/3.

$XWRPDWLF
FUHGLWFKHFN

Leasing item

Order

CRM sends credit group, sales organization,


currency, partners, and total open values for
each item category to R/3.
4. R/3 approves or denies items

or;

based on the payers credit standing.


;

/RJ

5. CRM sets status at item level, sets overall


status at header level, and enters messages
in the application log.

R/3 determines
credit control area,
R/3 credit group,
payers credit
management
account, account
risk category

Messages and
long texts

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