CRM

SAP CRM: Business Scenarios
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Table of content
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Table of content
1 SAP CRM: Business Scenarios
1.1 Marketing
1.1.1 Campaign Management
1.1.2 Loyalty Management
1.1.3 Marketing Resource Management
1.1.4 Segmentation and List Management
1.1.5 Trade Promotion Management
1.1.6 Loyalty Program Design in CRM Marketing
1.1.7 Loyalty Management in Interaction Center
1.1.8 Loyalty Membership Management
1.1.9 Loyalty Partnership Management
1.2 Sales
1.2.1 Sales Planning
1.2.2 Account and Contact Management
1.2.3 CRM Incentive and Commission Management
1.2.4 Lead and Opportunity Management
1.2.5 Lead-to-Cash
1.2.6 Quotation & Order Management in CRM (With CRM Billing & Rebates)
1.2.7 Quotation and Order Management in CRM (Using ERP Billing)
1.2.8 Contract Management
1.2.9 Sales Performance Management
1.2.10 Scenario-Independent Processes
1.2.10.1 Visit Planning in CRM
1.2.10.2 Activity Scheduling in CRM
1.2.10.3 Rebate Agreement Processing in CRM
1.2.10.4 Rebate Agreement Processing for Service Parts
1.2.10.5 Quotation Processing (Configure-to-Order) in CRM
1.2.10.6 Sales Order Processing (Configure-to-Order) in CRM
1.2.10.7 Sales Order Processing for Service Parts
1.2.10.8 Sales Order Processing for Service Parts (TPOP)
1.2.10.9 Product Structure Management in CRM
1.2.10.10 Billing in CRM for Service Parts
1.2.10.11 Package Quotation
1.2.10.12 Quotation Processing with ERP Quotation in CRM
1.2.10.13 Sales Order Processing with ERP Sales Order in CRM
1.2.10.14 Quantity Contract Processing with ERP Quantity Contracts in CRM
1.3 Service
1.3.1 Service Contract Management
1.3.2 Usage-Based Service Contract Management
1.3.3 Service Order Management
1.3.4 Service Order Management with ERP Billing
1.3.5 Service Planning
1.3.6 Service Order Management with External Resource Procurement
1.3.7 Service Order Management with Service Part Procurement
1.3.8 Complaints and Returns Management
1.3.9 Recall Management
1.3.10 In-House Repair
1.3.11 Case Management
1.3.12 IT Service Management
1.3.13.1 Entitlement Management in CRM
1.3.13.2 Entitlement Processing in CRM E-Service
1.3.13.3 Cost and Revenue Analysis in CRM
1.3.13.4 Installed Base Analysis
1.3.13.5 Service Performance Analysis
1.3.13.7 Knowledge Article Management
1.3.13.8 Service Request Management in WebClient (CRM)
1.4 Interaction Center
1.4.1 IC Marketing
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1.4.2 IC Sales with CRM Sales Order
1.4.3 IC Sales with ERP Sales Order
1.4.4 IC Management
1.4.5 IC Service
1.4.6 Shared Services Center
1.5 Field
1.5.1 Field Account and Contact Management with CRM Mobile Sales
1.5.2 Field Account, Contact Management: CRM Mobile Sales for Handheld
1.5.3 Field Activity Management with Mobile Sales for Handheld
1.5.4 Field Sales Using Mobile Sales Online
1.5.5 Field Campaign Management with CRM Mobile Sales
1.5.6 Field Opportunity Management with CRM Mobile Sales
1.5.7 Field Quotation and Order Management with CRM Mobile Sales
1.5.8 Field Quotation, Order Management: CRM Mobile Sales for Handheld
1.5.9 Field Service Order Management with CRM Mobile Service
1.5.10 Field Complaints Management with CRM Mobile Service
1.5.11 Field Service Stock Management with CRM Mobile Service
1.5.12 Mobile Sales (CRM)
1.6 CRM Web Channel
1.6.1 Catalog Management in CRM
1.6.2 Campaign Management in CRM Web Channel
1.6.3 Contract Management in CRM Web Channel
1.6.4 Quotation and Order Management in CRM Web Channel
1.6.5 Web Auctions: Auctioning via Web Shop
1.6.6 Web Auctions: Selling via eBay® in CRM
1.6.7 Complaints and Returns Management in CRM Web Channel
1.6.8 Service Request Management
1.6.9 Solution Assistance
1.7 Partner Channel Management
1.7.1 Account and Contact Management with Channel Partners
1.7.2 Collaborative Campaign Management
1.7.3 Collaborative Selling
1.7.4 Lead and Opportunity Management with Channel Partners
1.7.5 Market Development Funds
1.7.6 Channel Partner Management
1.7.7 Quotation and Order Management for Business-on-Behalf
1.7.8 Service Order Management with Channel Partners
1.8 SAP CRM for Industries
1.8.1 Public Sector
1.8.1.1 Management of Contracts in Call Center
1.8.1.2 Constituent Services
1.8.1.3 Social Case Management
1.8.1.4 Grants Management - Grantor
1.8.1.5 Financial Customer Care for Public Sector
1.8.2 Public Security
1.8.2.1 Identity Management and Resolution
1.8.2.2 Investigation Processing
1.8.2.3 Operations and Resource Management
1.8.3 Telecommunications
1.8.3.1 Sales & Order Management in Call Center
1.8.3.2 Sales & Order Management in Web Channel
1.8.3.3 Credit Risk and Collections Management
1.8.3.4 Financial Customer Care and Dispute Management
1.8.3.5 Sales and Order Management in Dealer Channel
1.8.3.6 Dealer Operations Management
1.8.3.7 Customer Field Service Management
1.8.4 Utilities
1.8.4.1 Customer Service in the Interaction Center
1.8.4.2 Enhanced Customer Service and Sales Processes in the IC
1.8.4.3 Sales Management for Commercial and Industrial Customers
1.8.5 Contract Accounts Receivable and Payable (FI-CAX)
1.8.5.1 Credit Risk and Collections Management
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1.8.5.2 Financial Customer Care and Dispute Management
1.8.6 Financial Services
1.8.6.1 Account Origination
1.8.6.2 Lease Operations
1.8.7 Media
1.8.7.1 Rights Inventory Management
1.8.7.2 Content Acquisition and Rights Management
1.8.7.3 License Acquis. Outgoing Royalties Settlement for Entertainment
1.8.7.4 License Sales and Incoming Royalties Billing for Entertainment
1.8.7.5 License Sales and Merchandizing for Broadcasting
1.8.7.6 License Sales for PCP
1.8.7.7 Product Sales and Distribution for Entertainment
1.8.7.8 Author Relationship Management
1.8.8 Consumer Products
1.8.8.1 SAP Brand Management
1.8.9 High Tech
1.8.9.1 Channel Sales Management for High Tech
1.8.10 Pharmaceuticals
1.8.10.1 Contract Management for Life Sciences
1.8.10.2 Field Sales for the Pharmaceuticals Industry
1.8.11 Automotive
1.8.11.1 Interaction Center for Automotive
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1 SAP CRM: Business Scenarios
SAP Customer Relationship Management (SAP CRM) offers a number of business scenarios and business processes that describe integrated business
activities across several SAP components and non-SAP components.
The documentation for the SAP CRM business scenarios and business processes provides an overview of how you can use SAP CRM.
Integration
The documentation for the SAP CRM business scenarios and business processes is an important part of the content of SAP Solution Manager. There
you can also find scenario-related and process-related configuration contents that enable you to implement SAP CRM.
For a detailed description of the functions used in the SAP CRM business scenarios and business processes, see the SAP Library for SAP CRM on
SAP Help Portal at http://help.sap.com/crm under SAP enhancement package 1 for SAP CRM 7.0 Application Help .
1.1 Marketing
SAP Customer Relationship Management (SAP CRM) makes marketing resources more efficient and empowers marketers to acquire and develop long-term
customer relationships. Marketers can analyze, plan, execute, and measure all marketing activities.
1.1.1 Campaign Management
You can use this business scenario to cover the complete process for running a campaign starting with campaign planning, continuing with execution of the
campaign, and ending with the closure of the campaign and analysis of the results.
Campaigns serve as operative marketing planning. They describe actions that are carried out, for example, mailing actions, product promotions and
telemarketing. After a campaign has been set up, it can be tracked throughout its duration and the results used in future planning. Criteria such as target
groups, products, documents, employees responsible, and the budget are defined in the campaign for these activities.
The scenario shows the possible steps that are involved in a complex campaign. Here we see, for example, how the different systems interact with the SAP
Customer Relationship Management (CRM) System; for example, how you can assign direct marketing expenses to accounting objects, as well as handle
detailed postings in the SAP ECC System, and how you can analyze campaign attributes and carry out the necessary budgeting and performance monitoring
in SAP Business Information Warehouse (BW). A distinction is also made between CRM Mobile Client and CRM Server. Mass deployment and execution of
campaigns in field sales is carried out in CRM Mobile Client.
Prerequisites
You can implement this business scenario with different releases of the relevant application components. However, only certain combinations are valid. For
more information, see:
SAP CRM Master Guide on SAP Service Marketplace at service.sap.com/crm-inst
Scenario & Process Component List on SAP Service Marketplace at service.sap.com/scl
Process
The business processes run as follows:
1. Campaign Planning in SAP CRM
2. Campaign Development in SAP CRM
3. Campaign Execution in SAP CRM
4. Campaign Analysis
1.1.2 Loyalty Management
You can use this business scenario to track customer behavior, to identify which customers are most valuable and take steps to retain them, and to
encourage specific customer behavior.
This business scenario supports loyalty management from planning of loyalty programs, through processing and management of memberships, member
activities, and loyalty points, to customer self-service in the CRM Web Channel.
Prerequisites
SAP CRM Master Guide on SAP Service Marketplace at http://service.sap.com/crm-inst
Scenario & Process Component List on SAP Service Marketplace at http://service.sap.com/scl
You have read the application help for loyalty management. For more information, see Loyalty Management on SAP Help Portal at http://help.sap.com/crm.
To use the enhanced functions, you must activate the business function Loyalty Productivity (CRM_LOY_PROD).
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Process
1. Loyalty Program Management
2. Loyalty Campaign Management
3. Managing Reward Rules in Template Mode
4. Managing Reward Rule Groups in Template Mode
5. Managing Reward Rules in Expert Mode
6. Managing Reward Rule Groups in Expert Mode
7. Loyalty Management in CRM Web Channel
8. Membership Management in Interaction Center
9. Membership Management in CRM WebClient UI
10. Member Activities and Points Management
1.1.3 Marketing Resource Management
You can use this business scenario to organize marketing budget and resources. SAP CRM offers marketing resource management capabilities that include
strategy and planning at a higher level, budget– and cost management, and brand management capabilities.
Marketing departments typically have the largest discretionary budget within the enterprise. In challenging economic times, when cutbacks need to be made, it
is often the first budget to get cut. However, marketers are still asked to perform and contribute to the bottom line. They still have to drive demand, acquire
customers, generate qualified leads, and convert customers. This means they must be able to react quickly and dynamically to changing market conditions
and they need to understand how to use their marketing spend and resources most effectively.
Prerequisites
You can implement this business scenario with different releases of the relevant application components.
Scenario & Process Component List on SAP Service Marketplace at service.sap.com/sc
You have activated the business function Marketing Productivity (CRM_MKT_PRD).
Process
1. Scenario Planning
2. Marketing Planning and Budgeting
3. Marketing Funds Management
1.1.4 Segmentation and List Management
You can use this business scenario to prepare target groups and lists of business partners that should be addressed by a campaign or trade promotion. The
scenario provides list management capabilities to import external data such as rented or purchased lists, and allows you to create new customer attributes
with an easy to use graphical, interactive segmentation tool. You can create, capture and view customer profile data for better targeted and personalized
marketing messages and also perform ad hoc customer segmentation to quickly identify opportunities and gain insights into customer segments using data
visualization features. This helps you to better manage customer and prospect data whilst reducing the need for IT support.
Prerequisites
Process
External List Management in CRM
Segmentation
1.1.5 Trade Promotion Management
You can use this business scenario to plan and coordinate short and long-term marketing activities in cooperation with retailers to achieve a corporation-wide
marketing and sales strategy. This leads to increased profitability of all marketing activities that are agreed between you and your clients. As well as
increasing brand capital, name recognition and market share, this business scenario enables you to increase sales volume and place new products on the
market.
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Consumer product manufacturers are spending an increasingly large proportion of their marketing budget on trade promotions. For this reason, marketing,
sales, and purchasing departments are tightly integrated with the marketing process. You can carry out evaluations of current and future plans based on data
from your company or from external sources.
Trade promotion management offers the following benefits:
Fast planning process
Greatest possible planning reliability
Saves time and costs
Greater transparency with regard to company processes
Efficient reporting with the best possible analysis methods
Prerequisites
Process
The business processes are:
1. Long-Term Trade Planning
2. Trade Promotion Planning
3. Trade Promotion Execution
4. Trade Promotion Validation- Deduction Claim
5. Trade Promotion Validation- Invoice Claim
1.1.6 Loyalty Program Design in CRM Marketing
You use this business scenario to carry out the following activities:
Set up a loyalty program to track customer behavior
Identify the most valuable customers and take steps to retain them
Encourage specific customer behavior
This business scenario includes loyalty management processes such as planning loyalty programs, designing program structure and rules of the program, and
loyalty campaigns.
Prerequisites
You have read the application help for loyalty management. For more information, see SAP Help Portal at http://help.sap.com/crm SAP Customer
Relationship Management Components and Functions Marketing Specific Objects and Functions in Marketing Loyalty Management .
Process
1. Managing Loyalty Programs
2. Managing Loyalty Campaigns
3. Managing Reward Rule Groups – Expert Mode
4. Managing Reward Rule Groups – Template Mode
5. Managing Reward Rules – Expert Mode
6. Managing Reward Rules – Template Mode
Result
After implementing this business scenario, the system sets up loyalty management in the IC, which can be executed to enroll members and increase
customer loyalty.
1.1.7 Loyalty Management in Interaction Center
You can use this business scenario to manage memberships of a loyalty program in the Interaction Center (IC) in SAP Customer Relationship Management
(SAP CRM). You use the IC to create and maintain memberships for a loyalty program, to create accrual orders or points redemptions, and to verify account
transactions and statements or membership transactions such as split and merge. During an interaction, you can also transfer points from one account to
another and donate points to charity. You can also provide customers with the opportunity to file complaints related to their loyalty program.
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This business scenario includes Interaction Center management processes to run loyalty programs and memberships.
Prerequisites
Process
1. Create Membership
2. Maintain Membership
3. Earn Points for Product Purchase
4. Redeem Points for Rewards
5. Verify Account Transactions and Generate Account Statement
6. Split and Merge Memberships
7. Transfer or Donate Points
8. File Complaints related to Loyalty Program
Result
After implementing this business scenario, the system sets up loyalty management in the IC, which can be executed to run memberships and increase
customer loyalty.
1.1.8 Loyalty Membership Management
You can use this business scenario to manage the relationship between business partners (persons, organizations, households) and the loyalty program. The
loyalty membership is the basis for all loyalty-program-related processes.
Prerequisites
Scenario and Process Component List on SAP Service Marketplace at http://service.sap.com/scl
You must use the business scenario Loyalty Program Design in CRM Marketing .
You have set up a loyalty program.
Process
1. Create Membership
2. Create Group Membership
3. Create Shared Account Membership
4. Maintain Membership
5. Create and Maintain Organization Membership
6. Anonymous Membership Processing
7. Member Activities and Points Management
8. Benefit Processing
9. Personalized Voucher Processing
10. Anonymous Voucher Processing
11. Point Consuming Voucher Processing
Result
You can enable the loyalty program to manage all membership processes within a loyalty program.
1.1.9 Loyalty Partnership Management
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You can use this business scenario to enable partners to be part of your loyalty program and collaborate with them. This enables your loyalty program
members to perform specific types of activities and transactions with the partners, and in turn receive additional rewards or benefits.
Enabling partner participation in your loyalty program enhances the value of your program to the members. They can now extend their program status to
complimentary brands, which provides an additional stream of revenue for your loyalty program by way of points sold to partners. This business scenario is
also integrated with the partner channel management (PCM) application in SAP Customer Relationship Management (SAP CRM), enabling partners to perform
a number of functions in the system.
Prerequisites
You use the scenarios Loyalty Program Design in CRM Marketing , and Loyalty Membership Management .
You have activated the business function Loyalty Partner Management (CRM_LOY_PART_MAN) .
Process
1. Set Up Partnership in Loyalty Program
2. Executing Partner Loyalty Campaigns in CRM Marketing
3. Partner Operation in CRM Marketing
4. Managing Partner Activities in CRM Marketing
5. Manage Partnership Activities in PCM
6. Managing Membership in PCM by Partner
7. Partner Reports in CRM
Result
The loyalty program is enabled for partner participation. Members of the loyalty program can use their program membership with the partners to receive
additional benefits and rewards.
1.2 Sales
This area in SAP Customer Relationship Management (SAP CRM) enables you to manage your sales cycle, starting with creating appointments and business
opportunities, through to managing sales orders, contracts, and invoicing. It also allows you to organize and structure your sales territories according to your
business requirements.
1.2.1 Sales Planning
Purpose
This business scenario provides the necessary tools for the strategic management of sales. It enables sales managers and their teams to plan their sales
targets at different levels, monitor sales continuously throughout the sales cycle, and adjust their sales plans accordingly. This type of ongoing “re-planning”
ensures that sales targets are attainable and can be regularly re-aligned when necessary.
Prerequisites
You can implement this business scenario with different releases of the relevant application
components. However, only certain combinations are valid. For more information, see:
· SAP CRM Master Guide on SAP Service Marketplace at http://service.sap.com/crm-inst
· Scenario & Process Component List on SAP Service Marketplace at http://service.sap.com/scl
Make sure that the following settings have been made:
● In transaction Assign RFC Destinations for Synchronous Method Calls (BD97), a Business Application Programming Interface (BAPI) connection has
been created to the BI system.
● In transaction Maintain Services (SICF), the UPX_EXEC2 service has been activated.
● Your user has been assigned to the appropriate variable in the planning area 4CRMSP01 depending on the planning you want to perform. This can be done
in the BI system using transaction Business Planning and Simulation (BPS0).
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Process Flow
1. Sales Planning and Forecasting
2. Account Planning in CRM
3. Sales Pipeline and Funnel Analysis
4. Sales Performance Analysis in CRM
1.2.2 Account and Contact Management
Purpose
Account and contact management allows you to manage and maintain your accounts and contacts.
In addition to master data maintenance, the integration of transaction data such as business transactions and contacts, provides you with an overview of the
most important data as well as quick access to and easy maintenance of all the information on your account or contact.
In the context of account and contact management accounts can be understood as companies or organizations, but also individuals and groups that have a
relationship with your company as customers or prospects.
Account and contact management is particularly useful for sales employees and managers who work only occasionally in the system in order to carry out
preparatory and follow-up activities for their sales calls.
Prerequisites
● SAP CRM Master Guide on SAP Service Marketplace at service.sap.com/crm-inst
● Scenario & Process Component List on SAP Service Marketplace at service.sap.com/scl
Process Flow
1. A sales employee prepares to visit a customer and calls up the relevant account in the system in order to see the current information.
In the context of Account Processing in CRM he gathers information about the address, communication data, and contact person data of the account. He
also checks in the interaction history when the last contact took place and gains an overview, using the fact sheet, the stored documents, and all the
other information, of the business relationships with this account.
When he carries out the follow-up activities for this sales call he will update the data stored in the system.
2. In the context of Activity Processing in CRM he gathers information about the account’s activities.
3. In the context of Opportunity Processing in CRM he checks which opportunities exist in an account.
4. In the context of the Sales Performance Analysis in CRM he checks the volume of business expected in the current business year and forms a complete
picture of his account.
1.2.3 CRM Incentive and Commission Management
You use this business scenario to create, manage and report on incentive and commission compensation plans within your organization. It utilizes the
Incentive and Commission Management (ICM) engine residing in SAP R/3 Enterprise where plan administrators are able to craft and administer complex
variable compensation plans efficiently. CRM ICM includes two standard means of transferring data to ICM for the purpose of driving your incentive
processing:
Transferring CRM documents to ICM through a configured document interface
Transferring SAP NetWeaver Business Intelligence (SAP NetWeaver BI) data to ICM through a general BI transfer interface
When using the configured document interface, you use SAP CRM transaction data (including sales order, sales contract or resale order) to drive your direct or
indirect variable compensation processes. This allows you the flexibility to trigger commission calculations at nearly any point in the sales cycle, from booking
of an order to receipt of invoice payment. The calculated compensation results are extracted into both SAP NetWeaver BI and CRM and paired up with their
original transaction data. Sales staff can then track their current performance - as well as model their potential compensation based on their sales pipelines -
through content accessed via the Sales Manager Portal and the Sales Representative Portal. Based on your implementation, you can also support partner
sales representatives.
When using the general BW interface, you can drive your variable compensation processes from SAP NetWeaver BI. This interface enables you to leverage
easily all of the analytical capabilities of SAP NetWeaver BI to prepare data (for example, activity data) to be used in ICM for award calculation.
Prerequisites
SAP CRM Master Guide on SAP Service Marketplace at http://service.sap.com/crm-imst
Scenario & Process Component List on SAP Service Marketplace at http:/service.sap.com/scl
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Process
1. Incentive Plan Maintenance with CRM
2. Opportunity Processing in CRM
3. Commission Simulation with CRM
4. Sales Order Processing in CRM
5. Contract Processing in CRM
6. Resale and Claim Message Processing in CRM
7. Incentive Processing with CRM
8. Incentive Results Reporting with CRM
1.2.4 Lead and Opportunity Management
You can use this business scenario to control your marketing and sales processes transparently. With this business scenario, you can process and analyze
leads and opportunities, and process activities. It describes the individual processes and also demonstrates the entire cycle, from first interest when a lead is
created, through to pre-sales, when an opportunity is created, and finally to activity processing.
Prerequisites
• SAP CRM Master Guide on SAP Service Marketplace at service.sap.com/crm-inst
• Scenario & Process Component List on SAP Service Marketplace at service.sap.com/scl
Process
1. Lead Processing in CRM
2. Lead Analysis
4. Activity Processing in CRM
6. Opportunity Analysis in CRM
1.2.5 Lead-to-Cash
You can use this business scenario to guide you through the various sales processes, from publishing your product catalog in a Web shop, through to sales
order processing, delivery and finally payment of goods. It describes the individual processes and also demonstrates the entire cycle, from first interest when
a lead is created, through to opportunity and sales order processing, when a sales order is processed in SAP ECC, to delivery and finally to billing and
payment.
Prerequisites
Scenario and Process Component List on SAP Service Marketplace at service.sap.com/scl
In order to use this scenario, you also need to:
Activate the business function Simplified Sales Processes in SD (Enhanced) LOG_SD_SIMP_02 in your ERP system.
Assign the role SAP_LO_SD_ORDER_MANAGEMENT (description: Role for Sales Professional on ERP side).to the users in the ERP system.
CRM offers a user interface to maintain transactions (order, quotation, quantity contract) directly in a connected ERP backend system. For this scenario
it is recommended to use a separate, trusted RFC connection based on the current user. This makes it possible to set different authorization levels for
each user. Prerequisite are counterpart users in ERP with the same ID and the above role assigned.
Process
The business processes are:
1. Managing Catalog Content in CRM
4. Browsing for and Selecting Products in CRM
5. Interactive Configuration
6. Quotation Processing with ERP Quotation in CRM
7. Sales Order Processing with ERP Sales Order in CRM
8. Outbound Processing without WM
9. Billing in ERP
10. Accounts Receivable
More Information
For further information on the prerequisites for this scenario, see the configuration documentation for this scenario in Solution Manager, under the
Configuration tab page.
Quotation & Order Management in CRM (With CRM Billing &

Rebates)
Purpose
You use this business scenario to offer, sell, and deliver products to the customer. The products are shipped directly ex stock to your customers.
The sales order is processed in SAP CRM regardless of the communication channel through which the order was entered. The sales order can be created
using the following business scenarios:
● Interaction Center Sales (see IC Sales with CRM Sales Order and IC Sales with ERP Sales Order)
● SAP CRM Web Channel (see Quotation and Order Management in CRM Web Channels)
● Mobile Sales (see Field Quotation and Order Management with CRM Mobile Saless)
The billing of sales transactions takes place directly in SAP CRM.
Prerequisites
You can implement this business scenario with different releases of the relevant application components. However, only certain combinations are valid.
For more information, see:
● The SAP CRM Master Guide on the SAP Service Marketplace at http://service.sap.com/crm-inst
● The scenario & process component list on the SAP Service Marketplace at http://service.sap.com/scl
Process Flow
You use this business scenario when selling serial or bulk products that you produce internally based on consumer- or forecast-oriented revenue or sales
revenue planning, or serial or bulk products that you procure externally. Billing is delivery-related, and takes place in SAP CRM.
Business processes take place as follows in this business scenario:
1. Quotation Processing in CRM
3. Outbound Processing Without WM
4. Billing in CRM
5. Rebate Agreement Processing in CRM
6. Sales Quotation and Order Analysis in CRM
Quotation and Order Management in CRM (Using ERP Billing)
Purpose
You use this business scenario to offer, sell, and deliver products to the customer. The products are shipped directly ex stock to your customers.
The sales order is processed in SAP CRM regardless of the communication channel through which the order was entered. The sales order can be created
using the following business scenarios:
● Interaction Center Sales (see IC Sales with CRM Sales Order and IC Sales with ERP Sales Order)
● SAP CRM Web Channel (see Quotation and Order Management in CRM Web Channels)
● Mobile Sales (see Field Quotation and Order Management with CRM Mobile Saless)
Prerequisites
● The SAP CRM Master Guide on the SAP Service Marketplace at http://service.sap.com/crm-inst
● The scenario & process component list on the SAP Service Marketplace at http://service.sap.com/scl
Process Flow
You use this business scenario when selling serial or bulk products that you produce internally based on consumer- or forecast-oriented revenue or sales
revenue planning, or serial or bulk products that you procure externally. Billing is delivery-related, and takes place in SAP ERP.
Business processes take place as follows in this business scenario:
4. Billing in ERP
1.2.8 Contract Management
This business scenario enables you to retain business partners for long periods using good value, customer-specific conditions, and also to track their
purchasing habits. For customers and customer groups, you can negotiate contracts that contain certain products, prices, and terms of delivery for a fixed
validity period. Contract management enables you to completely monitor the sales process from inquiry through to contract completion.
In addition, contract management offers the following options:
You can track whether your customer has bought products in accordance with the agreements.
You can guide your sales employees through any necessary follow-up activities.
You can use integrated reporting to analyze contract-related sales figures.
Prerequisites
Process
In this business scenario, the business processes run as follows:
1. Sales Agreement Processing in CRM
2. Contract Processing in CRM
4. Release Order Processing in CRM
6. Billing in ERP
7. Contract Analysis
1.2.9 Sales Performance Management
You can use this business scenario to manage your sales performance in the sales pipeline.
With this business scenario, you can map your entire sales organization and plan target sales quotas for all of the sales teams in the organizational hierarchy.
You can monitor the rate at which opportunities churn in your organization. It is also possible to create and maintain opportunities. Finally, you can analyze the
success of your sales organization to aid future sales planning and forecasting.
Prerequisites
More Information
Pipeline Performance Management
Territory Processing
Sales Analysis by Territory
The processes listed here belong to the respective area of SAP Customer Relationship Management (SAP CRM) but are not included in a specific scenario.
1.2.10.1 Visit Planning in CRM
Purpose
You use this business process to define a group of business partners whom you wish to contact within a visit plan. For example, they may be grouped
according to location. You can select business partners for your visit plans from various sources, for example, using the standard search, the advanced
search or from an existing visit plan. You can also maintain visit plan specific information and business partner information within visit plan maintenance.
Prerequisites
You have maintained the default values for your entire company for the following fields for visit plan maintenance:
● Duration
● Period
● Preparation time
● Transaction type
● Activity category
You do this in Customizing for CRM, by choosing Transactions → Settings for Activities → Maintain Default Values for Visit Plans and Activity
Scheduling . For more information, see the documentation for this IMG activity.
Sales employees can, however, changes these values when maintaining visit plan information.
Process Flow
The following business process runs in SAP CRM:

1. Create visit plan
You create a visit containing specific business partners whom you intend to visit, according to specific criteria, such as location.
2. Maintain visit plan information
You can maintain visit plan specific information, such as:
● Owner
You can take this into consideration for maintenance authorization and data replication
● Territory hierarchy ID
You can take this into consideration for data replication
● Validity period
You cannot maintain a date for a visit plan. However, you can maintain a validity period for a visit plan. This means that if you select business partners
from a visit plan for activity scheduling, the system checks whether the scheduled activities are within the visit plan validity period. If this is the case, the
business partners can be selected for activity scheduling for the relevant visit plan.
● Duration
This is the duration for the activity proposals generated during activity scheduling.
This is the preparation time for the activity proposals generated during activity scheduling.
● Activity template
In an activity template, you have defined visit plan specific information, which can be used for generating activity proposals during activity scheduling.
During visit plan maintenance, you can choose an existing activity template, or a transaction type and activity category. The activity template is attached
to the transaction type and category. Therefore, once you enter a transaction type or activity category, the Activity Template field is no longer active.
Similarly, once you enter an activity template, the Transaction Type and Activity Category fields are no longer active.
You can schedule activities for selected business partners through the entire scheduling period, allowing you to use the scheduling period to its full extent.
For more information on this, see Scheduling Activities for the Entire Scheduling Period
3. Select business partners
You can select business partners according to the following criteria:
● Business partners with visiting hours on a specific week day
● Business partners not assigned to any visit plan
● Business partner address
● Business partner ID number
● Business partner, general
● Business partner, by role
● Business partner according to user
4. Maintain visit plan information for business partners
You can maintain business partner information for your visit plan, such as:
● Business partner sequence ID (that is, the sequence in which you want to visit your business partners)
● Week day
● Week number
Week number refers to the scheduling period, and not the calendar week.
● Activity start time
The values for duration, preparation time and activity category at visit plan header level are copied automatically from either the visit plan
header or other visit plan items. For example, if you add business partners to a visit plan from various sources, the values for the above fields
are copied automatically from the visit plan header, whereas if you add business partners from another visit plan, the values are automatically
copied from the visit plan items in the source visit plan.
When you have finished maintaining the visit plan, you save it and set the status to Released, in order that you can select business partners from it for
activity scheduling. For more information on scheduling activities, see Activity Scheduling in CRM
1.2.10.2 Activity Scheduling in CRM
Purpose
You can use this business process to generate activity proposals, for example, in the form of visits, while planning your working week, and display and store
them as business activities in the activity calendar. You can reject, accept and, if applicable, reschedule them to suit your requirements. You can maintain
scheduling data, such as the scheduling period and your employee working hours, and then selecting business partners for activity scheduling. You can select
business partners from the following sources:
● Open tasks
● Business activities
● Visit plans
● Standard search
The system generates activity proposals based on the employee working hours (which are maintained in the Customizing activity referred to below) and
existing activities.
For more information on how the system generates activity proposals, see the SAP Library documentation under Customer Relationship Management ®
Components and Functions ® Activity Management ® Activity Processing in CRM ® Activity Scheduling ® Generation of Activity Proposals .
Prerequisites
You have maintained the default values for your entire company for the following fields for activity scheduling:
● Duration
● Period
In this field, you specify whether you want to schedule your activities on a daily, weekly or monthly basis.
● Working hours
Here, you set your employees’ default working hours for all activity scheduling and visit planning users at company level. Activity proposals are generated
based on these working hours.
● Date type
This is used to determine standard colors and icons which are used to display activity proposals and fixed activities in the calendar. Fixed activities
include existing activities, which you have either scheduled yourself without using visit planning, or activity proposals which you have accepted as a result
of visit planning.
You make these default settings in Customizing for CRM, by choosing Transactions →Settings for Activities →Maintain Default Values for Visit Plans and
Activity Scheduling. For more information, see the implementation guide for this Customizing activity.
Sales employees can, however, change these values during activity scheduling.
Process Flow

1. Maintain scheduling data
You maintain the start and end date for the scheduling period for the activity, and your working hours, if these are different than the values maintained in
Customizing.
If you want to be able to select the same business partner from more than one source in one visit plan list, select the Allow Partner Redundancy flag.
2. Add business partners
You can add business partners from multiple sources, such as:
● Open tasks
● Business activities
● Visit plans
You can only select business partners from visit plans which have been saved and set to Released .
● Standard search, for example, by postal code
3. Schedule activities
You specify the activity start time, duration and required preparation time. Note that specifying the preparation time is optional, but if you do specify it, it is
considered for activity scheduling.
You can schedule activities for selected business partners through the entire scheduling period, allowing you to use the scheduling period to its full extent.
4. Generate activity proposals
You can trigger the generation of activity proposals at any time, by choosing Generate Activity Proposals . Each time you do so, the system generates
activity proposals, which are then displayed in your calendar. The activity proposals are displayed in a different color than the accepted activities, enabling
you to easily differentiate them. The activity proposals are generated based on your working hours and existing activities and, if specified, your
customers’ business hours and existing activities.
The following colors are used to identify the various types and statuses of activities and activity proposals in the calendar:
● Activity proposals which have not yet been accepted or deleted, and for which no conflicts have been found, are marked in green
● Activity proposals for which the preparation time cannot be taken into consideration due to lack of time available, are marked in blue
● Activity proposals for which no time slot could be found appear as all-day events in the calendar, and are marked in red
● Activity proposals which have been accepted and have therefore been converted to fixed activities, and all other existing activities are marked in white
5. Modify activity proposals
You can reject, accept and, if required, reschedule activity proposals. You reject activity proposals by exiting the calendar view without saving. This
deletes all newly generated activity proposals. You accept activity proposals by saving them in the calendar view. This accepts all newly generated
activity proposals. If you do not want to save all or reject all newly generated activity proposals, you can save them all first, and then reschedule and
delete them individually, as required.
You can also save the activity proposals to a new visit plan by choosing Save as Visit Plan .
1.2.10.3 Rebate Agreement Processing in CRM
Purpose
You can use this process to define, track, and perform accounting for rebates. A rebate is a special discount paid retroactively to a customer, and is based on
specific terms and conditions that are defined in a rebate agreement. The goal of granting rebates is to build long-term customer relationships.
Prerequisites
You have negotiated the conditions of a rebate with a customer.
Process Flow
The following business process runs on the CRM Server:

1. Create rebate agreement
You define the conditions of the rebate in a rebate agreement. The rebate agreement is a business transaction in which you record information such as the
rebate recipient, the rebate value, the validity period of the agreement, and the criteria on which the rebate is based.
In a rebate agreement, you can also specify the accrual and settlement parameters for a particular rebate.
2. Release rebate agreement
By releasing the agreement, you indicate that it is active and relevant for rebate processing.
3. Manually adjust rebates
You can manually post accruals and base adjustments. Base adjustments include changes to the sales and scale volume. When processing volume
rebates, you can additionally adjust the rebate balance.
4. Calculate and settle rebate
As sales volume is generated, the system performs billing for sales orders and releases billing documents to accounting. It checks each billing document
to determine whether it is relevant for rebate processing. For relevant documents, the system:
○ Calculates the rebate amount based on information defined in the rebate agreement
○ Posts accruals in accounting
You can trigger settlement for a rebate agreement or set up a system job to periodically run settlement. During settlement, the system:
○ Calculates the rebate payment amount on the basis of the cumulated sales volume
○ Reverses accruals that have been cumulated
5. Create credit memo for rebate
When you perform a rebate settlement, the system automatically creates a credit memo and makes postings in accounting.
When you perform a rebate settlement for free-goods rebates, the system generates a sales order for the free products.
6. Reverse rebate accruals
The system reverses the accruals posted in accounting for the rebate.
For more information about the rebates functionality in SAP CRM, refer to the documentation on the SAP Help Portal (help.sap.com): Documentation ® SAP
Business Suite ® mySAP Customer Relationship Management ® Components and Functions ® Sales ® Rebate Processing.
Rebate Agreement Processing for Service Parts
Purpose
You use this business process to define, track, and perform accounting for rebates within service parts management. A rebate is a special discount paid
retroactively to a customer, and is based on specific terms and conditions that are defined in a rebate agreement. The goal of granting rebates is to build long-
term customer relationships.
In rebate processing with service parts management three rebate program types are available:
● Volume rebates
● Free-goods rebates
● Consumable rebates
Prerequisites
● You have activated the system configuration for service parts management. You do this in Customizing for Customer Relationship Management (CRM),
by choosing Transactions ® Basic Settings ® Activate System Configuration for Service Parts Management .
● You have made the settings for rebate processing in Customizing for Customer Relationship Management by choosing Rebate Processing .
● You have negotiated the conditions of a rebate with a customer.
Process Flow
The following business process runs on the CRM Server:

1. Create rebate agreement
You define the conditions of the rebate in a rebate agreement. The rebate agreement is a business transaction in which you record information such as the
rebate recipient, the rebate value, the validity period of the agreement, and the criteria on which the rebate is based.
In a rebate agreement, you can also specify the accrual and settlement parameters for a particular rebate.
2. Release Rebate Agreement
By releasing the agreement, you indicate that it is active and relevant for rebate processing.
3. Manually adjust rebates
You can manually post accruals and base adjustments. Base adjustments include changes to the sales and scale volume. When processing volume
rebates and consumable rebates, you can additionally adjust the rebate balance.
4. Return unused products against earned rebates
In consumable rebate programs, customers can use up earned rebates by returning specific unused products.
The sales volume for a customer is accumulated within a defined earning period and the resulting earned rebate balance is calculated. The customer can
return products against this rebate balance within a defined consumption period. If a waiting period has been defined, the customer may be required to wait
before he is allowed to return products.
When the customer requests to return products, the return value is validated against the rebate account balance. The total value of the customer's returns
is restricted to the amount of the earned rebate balance for a particular period.
Rebates earned in one particular earning period can only be consumed in the corresponding consumption period.
5. Create credit memo for rebate
When you perform a rebate settlement, the system automatically creates a credit memo and makes postings in accounting.
When you perform a rebate settlement for free-goods rebates, the system generates a sales order for the free products.
6. Reverse rebate accruals
The system reverses the accruals posted in accounting for the rebate.
7. Roll-over or close unused rebate balance
Any remaining rebate balance at the end of a consumption (return) period can be rolled-over for use in the next consumption period or set to zero.
You can do a balance rollover with or without closing the corresponding consumption period. Moreover, you can close a consumption period without
transferring remaining earned rebates to the next consumption period.
For more information about the rebates functionality in SAP CRM, refer to the documentation on the SAP Help Portal (help.sap.com): Documentation ® SAP
Business Suite ® SAP Customer Relationship Management ® Components and Functions ® Sales ® Rebate Processing .
1.2.10.5 Quotation Processing (Configure-to-Order) in CRM
With this business process you can assure your business partners that you will deliver a certain product configuration and quantity of products at a specific
time and price. During sales order processing, the sales employee can make use of a variety of sales functions and special quotation functions.
Process
The business process runs as follows:

1. Create quotation (SAP CRM)
2. Configure product (SAP CRM)
The system ensures that you make all the necessary entries. If conflicts occur during the configuration, the system provides explanations and notes to
help you to remove these conflicts. For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at
http://help.sap.com Application Help Basic Functions Product Configuration Conflict Handling .
You can search for product variants during configuration. This search is based on information that you previously entered. You can replace the current
configuration with the product variant. If you have made entries, the price of the configurable product is constantly updated to reflect the current price.
For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com Application Help
Sales Sales Quotation and Order Management Sales Transactions Products Product Configuration in Sales Transactions .
3. Check availability (SAP ECC)
The availability check takes place for configurable products with components at product- or component level, depending on what is defined by the item
categories. For more information, see Availability Information in Sales Orders (Using SAP ECC).
4. Determine and maintain conditions (SAP CRM)
The system determines the prices, conditions, and values of individual objects that can be maintained or changed. For more information, see SAP
Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com Application Help Basic Functions Pricing .
5. Check profitability (SAP Price and Margin Management by Vendavo)
You can only use this step if you have activated the Deal Management (CRM_PMM_1) business function.
You enter all required information for the quotation.
The system returns a deal score and an item score to reflect the profitability of the quotation.
6. Submit a request for approval (SAP Price and Margin Management by Vendavo)
You can only use this step if you have activated the Deal Management (CRM_PMM_1) business function.
If an approval is required for any discounts or changes related to price that are applied to one or more items in the quotation, you submit a request for
approval.
SAP CRM calls SAP Price and Margin Management by Vendavo and triggers an approval workflow.
7. Send quotation to customer (SAP CRM)
You can send the quotation electronically or in print form.
8. Create activity (SAP CRM)
The quotation can be monitored in the following ways:
You create a contact for a certain period of time.
You link your quotations with actions as far as is possible. Specify the following, for example:
The system triggers the action Create Contact shortly before the validity expires.
To get initial feedback from the customer, a consultation contact is generated a short time after the start of the validity period.
Once validity has expired, the status of the quotation should be set automatically to Complete .
9. Monitor status of quotation (SAP CRM)
You can monitor the status of a quotation by displaying the relevant quotations according to validity period.
1.2.10.6 Sales Order Processing (Configure-to-Order) in CRM
This business process makes it possible for you to deliver a specific product configuration and quantity, or to provide a service at a specific time. During sales
order processing, a sales organization accepts the sales order and is responsible for fulfilling the contract.
Process
The process runs as follows:

1. Create sales order.
This step can be triggered as follows:
The customer accepts the quotation and places an order.
You create a sales order with reference to a quotation. For more information, see SAP Library for SAP Customer Relationship Management on
SAP Help Portal at http://help.sap.com Application Help Sales Sales Quotation and Order Management Quotation Processing
Quotations .
The system copies the items from the quotation. You can also create a sales order independently of these steps.
2. Configure products.
The system ensures that all necessary entries are made. If conflicts occur during the configuration, the system provides explanations and notes to help
you to remove these conflicts. For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at
http://help.sap.com Application Help Basic Functions Product Configuration Conflict Handling .
You can search for product variants during configuration. This search is based on information that you previously entered. You can replace the current
configuration with the product variant. If you have made entries, the price of the configurable product is constantly updated to reflect the current price.
For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com Application Help
Sales Sales Quotation and Order Management Sales Transactions Products Product Configuration in Sales Transactions .
3. Check availability, schedule order, and create requirements.
The system triggers an availability check and scheduling in SAP ECC for every order item in SAP CRM. The system returns quantities and dates to
SAP CRM. They are then saved in the sales order. A customer requirement is created in SAP ECC at the same time. For more information, see
Availability Information in the Sales Order (Using SAP ECC).
4. Determine and maintain conditions.
You can maintain conditions, and the system determines prices.
5. Perform credit check.
The credit check is performed on the basis of the results of pricing. The result is confirmed in SAP CRM, and saved as the credit status at item level.
For more information, see Automatic Credit Check.
6. System performs a credit check (SAP ECC).
7. Replicate sales order.
After the complete and error-free sales order has been saved in SAP CRM, it is replicated to the system for logistical processing. Order data is
transferred together with confirmed schedule lines to SAP ECC.
8. System receives sales order (SAP ECC).
SAP ECC receives the sales order. Once the sales order has been replicated to SAP ECC, you can make changes in SAP CRM and SAP ECC. For
more information, see Data Exchange for Sales Transactions: CRM Enterprise - ERP System.
9. Send order confirmation to customer
You can send the order confirmation electronically or in print form.
1. Monitor status of order.
1.2.10.7 Sales Order Processing for Service Parts
You use this business process to process sales orders within Service Parts Management, which allows you to trigger shipping and delivery of the sales order
directly in SAP Customer Relationship Management (SAP CRM). If you have activated the corresponding system configuration, the sales order is not
transferred to SAP ECC through normal data replication, but rather the system immediately creates unchecked deliveries in SAP ECC. Data such as the
requested delivery date and quantity is transferred from the sales order to SAP ECC for the unchecked deliveries.
This business process is particularly useful when you have to process a large order volume. It allows you to process many sales orders, which may contain
multiple items, more quickly and efficiently. Amongst other things, you can still change the quantities, ship-to party or location as long as the unchecked
deliveries have not been converted into checked deliveries. In normal sales order processing in which data is replicated in SAP CRM and SAP ECC, this is not
possible. Here, the order items are locked and can no longer be changed once delivery has been triggered. Additionally, this can improve system performance,
as it is not negatively affected by system-wide locking of sales orders.
Note
Note that product configuration is not supported in this business process.
Prerequisites
The system configuration for service parts management is active. You can find more information about this in the SAP Implementation Guide (IMG)
under Customer Relationship Management Transactions Basic Settings Activate System Configuration for Service Parts Management
.
SAP SCM Extended Warehouse Management is activated.
You use the availability check with SAP SCM Advanced Planning and Optimization (SAP APO).
You have set the indicator for Delivery Relevance for the item category used.
The sales order has to be complete, without errors or distribution locks.
The sales order has to contain an open confirmed quantity.
The order item has to contain a location or vendor that is normally provided via SAP APO.
Process
1. Create sales order (SAP CRM)
You create the sales order with the corresponding order items. It is also possible to create an order with reference to a quotation that has already been
created. The system then copies the items from the quotation.
When creating the sales order, you can use foreign trade checks and letters of credit. For more information, see SAP Library for SAP Customer
Relationship Management on SAP Help Portal at http://help.sap.com Application Help Sales Sales Quotation and Order Management
Sales Orders SPM Functions in Sales Order Management Integration of Foreign Trade Checks in the Sales Order , and Integrating Letters of
Credit in Sales Orders .
2. Enter product (SAP CRM)
3. System triggers sourcing/ATP (SAP CRM)
The system triggers sourcing for each order item.
4. System check sourcing/ATP, route and scheduling (SAP SCM)
You can maintain conditions. The system uses condition technique to determine the prices and values of the individual items.
You can allow only certain employees to manually change prices calculated by the system in the sales order. If the employee is not authorized to
change prices, the system triggers an approval process. For more information, see SAP Library for SAP Customer Relationship Management on SAP
Help Portal at http://help.sap.com Application Help Sales Sales Quotation and Order Management Sales Orders Approval Process for
Price Changes in Sales Orders .
6. Perform credit check (SAP CRM)
7. System performs a credit check (SAP ECC)
8. System triggers unchecked deliveries and customer requirements (SAP CRM)
SAP CRM extracts the relevant order data and transfers the sales order data to SAP ECC. The sales order has to be complete, without errors or
distribution locks. Furthermore, the sales order has to contain an open confirmed schedule line quantity. After the sales order has been saved in SAP
CRM, SAP ECC creates an unchecked delivery based on this data. You can find more information in the SAP Library for SAP ECC under Logistics
Logistics - General (LO) S ervice Parts Management (LO-SPM) Outbound Processing Creation and Update of Unchecked Deliveries
.
9. System creates unchecked delivery (SAP ECC)
If you have activated the appropriate system configuration, the system can create unchecked deliveries directly in SAP ECC without having first
transferred the sales document to SAP ECC. The requested delivery date and -quantity are then copied from the sales order.
When you save a sales order in SAP CRM, the system immediately creates an unchecked delivery in SAP ECC based on the order data. Although the
sales order is not replicated as a sales order in SAP ECC, the unchecked delivery in SAP ECC is still connected to the sales order.
An unchecked delivery is a delivery document with document status Unchecked . This document contains all necessary data from the sales order.
Unlike the checked delivery, all checks that are executed when the delivery is created and could prevent the unchecked delivery from being created are
ignored. An example would be the availability check. The unchecked deliveries are connected to SAP CRM and act as communication objects between
SAP CRM, SAP ECC, and SAP SCM. In SAP ECC, you can use transaction VL10UC to include unchecked deliveries in a work list depending on
certain selection criteria, such as delivery date, and convert them from there into checked deliveries, that is, normal delivery documents.
You can use a scheduled background job in SAP ECC to convert unchecked deliveries into checked deliveries according to their release date. This
results in a normal delivery document with Checked status. The checked delivery is the first actual follow-on document of the sales order that can be
used to execute follow-on functions, such as picking, packing or goods issue posting. You can also carry out the conversion manually.
For more information, see SAP Library for SAP ECC under Logistics Logistics - General (LO) Service Parts Management (LO-SPM)
Outbound Processing Conversion of Unchecked to Checked Deliveries .
When the system creates a checked delivery, it returns the data on the checked delivery to SAP CRM. SAP CRM uses this data to change the status
and update the document flow. The checked delivery can be carried out without restrictions.
Note
SAP APO and SAP CRM have no information about unchecked deliveries. The quantities of unchecked deliveries are not regarded as delivered
quantities in SAP CRM.
10. System creates outbound delivery request (SAP SCM)

11. System creates customer requirements (SAP SCM)
SAP SCM creates a requirement with reference to the sales order item in SAP SCM's SAP APO. The requirement in SAP APO refers to the sales order
in SAP CRM and not the unconfirmed delivery in SAP ECC. SAP SCM reserves the confirmed quantity of the product concerned for the confirmed date
exclusively for the corresponding sales order item or customer.
12. Send order confirmation to customer (SAP CRM)
The order confirmations are sent using Electronic Data Interchange (EDI).
13. Monitor order status (SAP CRM)
Check delivery status
SAP CRM updates the delivery status in the sales order at item level on the basis of the checked delivery. In addition, SAP CRM updates the
document flow in the sales order. After the unchecked delivery has been converted, the status values change at item level. If the requested
quantity matches the delivery quantity, the order item receives the delivery status Completely Delivered . The system status is only displayed as
Complete once the sales order has been completely delivered.
Check blocked sales orders
You can use the Credit Analyst Workbench to check and further process sales transactions that were blocked as a result of the credit- and credit
rating check. You can find more information under Credit Analyst Workbench.
1.2.10.8 Sales Order Processing for Service Parts (TPOP)
This business process allows you to process sales orders within service parts management and to trigger the creation of orders directly. You do not deliver to
the customer yourself, but rather transfer delivery of the goods to an external vendor. The external vendor accepts the purchase order that results from the
sales order, and thereby takes on responsibility for fulfilling the sales order. You can decide to always transfer delivery of a certain product to an external
vendor, or to do so only if you do not have the product in your own warehouse stock. In this process, which is known as third-party order processing, the valid
vendors are determined via sourcing in SAP SCM Advanced Planning and Optimization (SAP APO). When a product is entered, the system creates a subitem
(third-party item) that contains the vendor determined from SAP APO. The higher-level item is not relevant for delivery or billing. When you save the sales
order, the system creates a planned purchase order in SAP APO. This planned purchase order is released depending on the order processing time of the
vendor. After you have saved, SAP Customer Relationship Management (SAP CRM) triggers creation of a purchase order in SAP ECC.
As long as the planned purchase order has not been converted into a purchase order, it is still possible to make limited changes to order items on condition
that no availability check has taken place. This means that you can react more flexibly to business changes when you are processing sales orders. In normal
sales order processing in which data is replicated in SAP CRM and SAP ECC, it is not possible to make changes immediately after saving.
Prerequisites
General Prerequisites
The system configuration for service parts management is active. For more information, see Customizing for Customer Relationship Management under
Transactions Basic Settings Activate System Configuration for Service Parts Management .
SAP SCM Extended Warehouse Management is activated.
You use the availability check with SAP Advanced Planning and Optimization (SAP APO).
Prerequisites for SAP CRM

You have created two item categories in SAP CRM. The first serves as the higher-level item, the second as the third-party item. You have made the
required settings in Customizing for Customer Relationship Management under Transactions Basic Settings Define Item Categories.
You have created a separate ATP profile that you assign to the third-party item. You have made the settings for this in Customizing for Customer
Relationship Management under Basic Functions Availability Check Availability Check Using SAP APO Define ATP Profile .A
requirements profile is assigned to the ATP profile in SAP APO. The system uses this to determine check instructions.
Prerequisites for SAP ECC
You have maintained the required product master data in SAP ECC for sourcing in SAP APO, and created and used transactions CFM1 and CFM2 to activate
an integration model that can be used to transfer data on products, vendors and purchasing info records to SAP APO.
Prerequisites for SAP SCM Advanced Planning and Optimization (SAP APO)
Sourcing is used within third-party order processing to determine procurement documents and valid vendors. In order for SAP APO to be able to carry out
sourcing, you have to make the settings for sourcing.
You have made these settings in Customizing for SAP SCM under Advanced Planning and Optimization Global Available-to-Promise (Global ATP)
General Settings Maintain Business Event and Maintain Check Mode and Maintain Check Instructions and Maintain Requirements Profile .
For more information, see SAP Library for SAP SCM on SAP Help Portal at http://help.sap.com SAP Advanced Planning and Optimization (SAP APO)
Global Available-to-Promise (Global ATP) Advanced Availability Check Methods Third-Party Order Processing in Global ATP Third Party Order
Processing by Source Determination .
Restrictions
The following restrictions apply in this business process:
You cannot configure products.
If a third-party item in the sales order contains a kit, the kit components are not transferred to the purchase order.
A product substitution by the vendor is not supported with the order confirmation or the shipping notification.
Delivery control indicators in the sales order are not supported for third-party items.
Texts in the order header cannot be copied automatically to the purchase order.
Batch characteristics are not transferred to the purchase order.
The purchase order quantities are rounded during source determination in SAP APO; the rounding profiles in SAP ECC are not used for this.
When the vendor reports in the order confirmation that he is unable to deliver the entire purchase order quantity, the availability check is not triggered
automatically to determine a different source of supply.
You cannot carry out Controlling for an individual third-party item.
The document link from the sales order in SAP CRM and purchase order in SAP ECC are not displayed in the dialog transaction for the purchase order.
Billing scenario 'B' (customer invoice before vendor invoice) is only supported when automatic goods issue settlement is used in SAP ECC. This billing
scenario is not supported when the invoice is entered manually or via Electronic Data Interchange (EDI).
Process
1. Create sales order (SAP CRM)

You create the sales order with the corresponding order items. It is also possible to create an order with reference to a quotation that has already been
created. The system then copies the items from the quotation.
A user-defined communication channel can trigger creation of a sales order. As soon as an order item has been created, the system transfers the
requirement to SAP SCM.
When creating the sales order, you can use foreign trade checks and letters of credit. For more information, see SAP Library for SAP Customer
Relationship Management on SAP Help Portal at http://help.sap.com Application Help Sales Sales Quotation and Order Management
Sales Orders SPM Functions in Sales Order Management Integration of Foreign Trade Checks in the Sales Order , and Integrating Letters of
Credit in Sales Orders .
You can use external products in the sales order. External products are those for which there is no product master available in SAP CRM. You may not
manage them in your stock because, for example, the product does not fit in with your product assortment. The delivery of the external products is taken
over by an external supplier, as with third-party order processing. External products can be service parts such as car tires, or other products, like
promotional gifts. To sell the external products, you need to have determined the necessary conditions with the external supplier using a purchasing
contract. Among other conditions, you determine the external products and their prices in the purchasing contract.
The external supplier transfers the sales order data for external products to your SAP CRM using Electronic Data Interchange (EDI), and the system
then automatically creates the sales orders. For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at
http://help.sap.com Application Help Sales Sales Quotation and Order Management Sales Orders SPM Functions in Sales Order
Management Sale of External Products .
2. Enter product (SAP CRM)
3. System triggers sourcing/ATP (SAP CRM)
A global availability check and sourcing are carried out in SAP APO. For each order item in SAP CRM, the system triggers sourcing in SAP APO via the
ATP profile in order to determine a vendor for the requirement quantity. A requirements profile is assigned to the ATP profile in SAP APO. The system
uses this to determine check instructions. In the check instructions you have activated third-party order processing either directly or via the rule-based
ATP check.
Sourcing is completely integrated with the global availability check in SAP APO and executes a vendor search. You can activate third-party order
processing in the check instructions by choosing how you want the system to start sourcing and which sourcing method you want to use for it. There are
two different options here:
If you want the products to be delivered exclusively by external vendors, the system performs sourcing directly at the external vendors without
evaluating internal locations. For this, SAP APO requires corresponding purchasing records, delivery plans and contracts that are transferred from
SAP ECC.
If you only want to have products delivered by external vendors occasionally, that is to say, if you are unable to deliver the product from your own
warehouse stock, choose an ATP profile in which both internal and external vendors are evaluated. In this case, the external vendor is treated like
an internal location in SAP APO, and is integrated into location determination in the rule-based availability check.
You can also choose the vendor manually. If you have already specified a vendor as the source of supply in SAP CRM, SAP SCM does not carry out
any further sourcing. In this case, SAP SCM merely checks the validity of this vendor and confirms the requirement in its full amount if the vendor is
valid.
For more information, see SAP Library for SAP SCM on SAP Help Portal at http://help.sap.com SAP Advanced Planning and Optimization (SAP
APO) Global Available-to-Promise (Global ATP) Advanced Availability Check Methods Third-Party Order Processing in Global ATP Third-
Party Order Processing by Source Determination .
4. System checks sourcing/ATP and vendor (SAP SCM)
5. System updates sales transaction (SAP CRM)
Maintain conditions. The system uses condition technique to determine the prices and values of the individual items.
You can allow only certain employees to manually change prices calculated by the system in the sales order. If the employee is not authorized to
change prices, the system triggers an approval process. For more information, see SAP Library for SAP Customer Relationship Management on SAP
Help Portal at http://help.sap.com Application Help Sales Sales Quotation and Order Management Sales Orders Approval Process for
Price Changes in Sales Orders .
7. Perform credit check (SAP CRM)
8. System performs a credit check (SAP ECC)
The system performs an initial credit check. In doing this, the system uses the classification of the payer of the sales order that is stored in the master
data. Depending on the result of the check, the system performs any follow-up actions that may be required, for example, setting a status in the order
header.
9. System triggers vendor requirements (SAP CRM)
10. System creates vendor requirements (SAP SCM)
When the sales order is saved, the system updates the requirements records for the vendor location. Scheduling determines a delivery date.
APO) Global Available-to-Promise (Global ATP) Advanced Availability Check Methods Third-Party Order Processing in Global ATP Third-
Party Order Processing by Source Determination .
11. System creates planned purchase order (SAP SCM)
When processing the order item, SAP CRM creates a subitem and assigns an external vendor. This subitem receives the status Delivery Blocked.
When the sales order is saved, the system creates a planned purchase order in SAP APO, and SAP CRM receives a document flow record for the
planned purchase order.
Note
Depending on the Customizing settings in SAP SCM Advanced Planning and Optimization (SAP APO), a consolidation location can be determined.
In this case, the external supplier does not directly take over the delivery of the goods to the customer, but instead delivers the goods to a
consolidation location. All the products confirmed by the external supplier are sent to the consolidation location and they are then delivered to the
customer from there. For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at
http://help.sap.com Application Help Sales Sales Quotation and Order Management Sales Orders SPM Functions in Sales Order
Management Third-Party Order Processing with Consolidation .
After the planned purchase order has been created it is still possible to make limited changes to order items. As long as the planned purchase order
has not been converted into a purchase order, you can, for example, change or recheck the requirement quantity.
You can use a report in SAP SCM (transaction /SAPAPO/TPOP_POREL) to convert the planned purchase order into a purchase order in accordance
with the order processing time of the supplier. In this case, the status Delivery Blocked is reset for the order item. When the status is reset, SAP
CRM can trigger the creation of the purchase order. This means that the release of the planned purchase order is transferred to SAP CRM and leads
to a status change of the item. When the purchase order is created in SAP ECC, SAP ECC transfers a reply to SAP CRM so that SAP CRM can
update the document flow.
APO) Global Available-to-Promise (Global ATP) Advanced Availability Check Methods Third-Party Order Processing in Global ATP .
12. System triggers creation of purchase order (SAP CRM)

The system triggers the creation of a purchase order in SAP ECC.
13. System creates purchase order (SAP ECC)
You can also opt to receive a confirmation from the supplier. After the supplier has received the purchase order resulting from the sales order, they check it
and send you a confirmation for delivery dates and -quantities. It is also possible for the supplier to substitute the product, with certain Customizing settings. If
the supplier is not able to deliver, he or she can send a cancellation to the vendor via IDOC. Subsequently, a confirmation line is added to the purchase order
item in SAP ECC with a confirmation key representing cancellation. The cancellation is forwarded to the corresponding sales order item in SAP CRM, and the
confirmed quantity is set to '0'.
In third-party order processing with consolidation, the order confirmations do not directly update the confirmed schedule lines in the sales order. This is
because the confirmed dates relate to delivery to the consolidation location, but are transferred to SAP APO. SAP APO triggers rescheduling and then
updates the sales order with the newly calculated dates.
1. System receives confirmation update (SAP CRM)
SAP ECC validates the confirmation received by the supplier and updates the purchase order with the new data for delivery dates and -quantities. SAP
CRM receives the update of the confirmation information from SAP SCM and stores it as schedule lines in the order item. After SAP CRM has updated
the confirmation schedule lines, SAP SCM updates the requirements for the supplier location. The requirements are updated according to the confirmed
delivery date and the confirmed delivery quantity from the supplier confirmation in SAP SCM.
2. Send order confirmation to customer (SAP CRM)
The order confirmations are sent using EDI.
3. Monitor order status (SAP CRM)
The TPOP Monitor searches sales orders for quantity deviation between the confirmed and the ordered quantity, and the time deviation of the delivery date.
When the sales order items are disconfirmed by the vendor, the system sets the confirmed quantity of the order to '0'. It reads orders with confirmed quantity
'0' and assigns another vendor. The system assists the user in manual vendor assignment.
1. Check delivery status
SAP CRM updates the delivery status in the sales order at item level on the basis of the checked delivery. In addition, SAP CRM updates the
document flow in the sales order. After the unchecked delivery has been converted, the status values change at item level. If the requested
quantity matches the delivery quantity, the order item receives the delivery status Completely Delivered . The system status is only displayed as
Completed at header level once the sales order has been completely delivered.
Check blocked sales orders
You can use the Credit Analyst Workbench to check and further process sales transactions that were blocked as a result of the credit- and credit
rating check. For more information, see Credit Analyst Workbench.
Product Structure Management in CRM
Purpose
You can use this business process to create product models for configurable products, which you can use in product configuration.
This is done by bundling product master data into a product model. The product model is a container for modeling data. It contains or references all master
data that is needed during the configuration process, such as dependencies, classes, characteristics, characteristic values, and products.
Process Flow

1. Create and manage products
For each product that you want to use, you create a master record and indicate that the product is configurable.
2. Create and manage product models
You create a product model from the configurable product and edit it. The product from which you start the function is automatically in your new product
model.
3. Create and manage characteristics and components
In the characteristic maintenance, you define product attributes, which are known as characteristics, for your configurable product. During this process,
you assign various parameters such as short text, data type, and value range. You assign the characteristics to your product or class.
You add components to your product model.
4. Create and manage dependencies
You create the dependency. There are different types of dependencies:
○ Formula dependencies: You can use formula dependencies to describe the dependencies that exist between different configurable characteristics and
their values.
○ Conditions for characteristics: You can use conditions for characteristics to guide business users through interactive product configuration. You can
define the circumstances under which characteristics are visible, selectable (allowed) or required.
○ Table dependencies: You can use table dependencies to store valid combinations of values for different characteristics and to restrict domains.
○ Dependencies as component formulas: Dependencies as component formulas offer you the same functions as formula dependencies. In addition, you
can describe relationships between a product and its components.
○ Component conditions: You can use component conditions to define the conditions under which a component may be selected in a product structure.
○ Function dependencies: You can use function dependencies to create custom functions.
5. Test product model
To test the current configuration rules, start the simulation.
6. Release product model into production
Activate your product model and release it. It can now be used in configuration.
Purpose
You can use this process to perform billing in a service parts management scenario. During billing, billable transaction items are copied into billing documents,
which you can print out or send electronically to a customer.
You can implement transaction-related and delivery-related billing. For more information, see SAP Library for SAP CRM on SAP Help Portal at
http://help.sap.com/crm ® Application Help ® Basic Functions ® Billing ® Billing Scenarios.
Process Flow
Result
1. System receives data relevant for billing (SAP CRM)
During daily business, information about billable amounts is collected in a billing due list.
2. Create billing document (SAP CRM)
You call up a billing due list and trigger billing. When creating the billing document, the system performs the following activities:
¡ Re-determines prices or copies prices from the original transaction
¡ Calculates tax for the items
¡ Determines texts for the billing document or copies texts from the original transaction
You can set up your system so that intercompany billing automatically takes place if goods are supplied by a company other than the seller, and these
companies are in different company codes, for example, in different countries.
You can set up your system so that a supplementary invoice is automatically created. For example, you could create an invoice to bill a dealer and also
create a supplementary invoice for dealer to bill the end customer.
3. Send invoice to customer (SAP CRM)
You can send the invoice to the customer either electronically, or as a printout.
4. System posts accounting document (SAP CRM)
5. System receives accounting data (SAP ECC)
Open items are generated in accounts receivable accounting. These open items are cleared when inbound payments are received. In controlling, billable
amounts are used to compare revenues with accumulated costs.
6. System provides foreign trade data (SAP CRM)
You can use an integrated SAP Global Trade Services system to create legally required import and export documents, based on billing data.
1.2.10.11 Package Quotation
You use this business process in order to give your business partner confirmation that you will deliver a specific quantity of package products at a specific
time, and at a specific price. Within the framework of quotation processing, various sales functions are available to the sales employee, as well as special
functions for quotations.
You use this business process to present to your business partner an offering of various products packaged together with special pricing. The items may
consist of sales items, services, and contract items sold together. The business partner is allowed to select or deselect optional items or choose between
different items. Within the framework of package quotation processing, various sales functions are available to the sales employee, as well as special
functions for quotations.
Process
The following process takes place in SAP CRM and SAP ERP:
1. Create package quotation (SAP CRM)
You decide to provide the customer with a quotation, and create a quotation in the system. You can create the quotation with reference to the inquiry.
You create items for the quotation.
2. Enter products (SAP CRM)
You enter package products requested by customers. When the package product is added to the package quotation, all default components of the
package will also be added. Package products or components of the package may be configurable. For more information, see the business scenario
variant Sales Order Processing (Configure to Order).
3. Modify package contents (SAP CRM)
You can modify the contents of the package as allowed. Optional items may be selected or deselected and products that are part of a group may be
changed.
4. Check availability (SAP CRM and SAP ERP)
You can check availability of products for every item of the quotation.
The system determines the prices and the value of individual items. If necessary, you can process these.
6. Send quotation to customer (SAP CRM)
You can send the quotation either electronically, or in print to the customer.
7. Release quotation (SAP CRM)
Once the customer has confirmed the requirements you should change the status of the quotation to Released .
8. System creates follow-up transactions (SAP CRM)
For all items in the quotation with the status In Process , the system creates follow-up transactions. For example, a service item is copied to a follow-
up service order.
1.2.10.12 Quotation Processing with ERP Quotation in CRM
You use this business process in order to give your business partner confirmation that you will deliver a specific quantity of products at a specific time, and at
a specific price. Within the framework of quotation processing, various sales functions are available to the sales employee, as well as special functions for
quotations.
You create the quotations directly in SAP ERP, without leaving the CRM WebClient UI. The quotation is only available in SAP ERP, replication of the sales
transactions does not take place.
Note
Certain restrictions apply for this process. You can find extensive information about these restrictions in SAP Note 1236015.
Process

1. Create ERP quotation (SAP ECC).
You decide to give the customer a quotation, and create it in SAP ECC without leaving the CRM WebClient UI. You create items for this quotation.
2. Enter products (SAP ECC).
3. Propose products with product proposal (SAP CRM)
A number of different product proposals are available to support sales of additional complementary or alternative products. Product proposals can be
used to offer accessories, using up-and down-selling and cross-selling. Product proposals can also be based on ERP past orders, listings and top-n
lists.
4. Propose products with product catalog (SAP CRM)
CRM product catalogs can be used to search for, browse for and select products for the quotation.
5. Simulate availability check (SAP ECC)
The system simulates an availability check in SAP ECC for every quotation item. The confirmed quantities and dates are displayed and saved in the
quotation.
6. Determine and maintain conditions (SAP ECC).
The system determines the prices and value of individual items. If necessary, you can maintain these.
7. Check completeness (SAP ECC)
Based on SAP ECC Customizing settings, the quotation is checked for completeness. The incompletion log is displayed to the user, and
incompleteness reasons have to be resolved before the quotation can be released and used as a basis for a sales order in SAP ECC.
8. Simulate credit check (SAP ECC)
SAP ECC simulates a credit check; the credit check result is displayed and saved as the credit status at header level.
9. Send ERP quotation to customer (SAP ECC).
You can send the quotation either electronically, or in print to the customer, using the automatic output determination in SAP ECC.
10. Create follow-up activity (SAP CRM).
You enter an activity for a specific time period to have a reminder for the quotation expiration.
11. Monitor status of ERP quotation (SAP ECC)
You have the following options for monitoring the quotation:
You enter an activity for a specific time period.
You monitor the ERP quotations directly by searching by validity date.
1.2.10.13 Sales Order Processing with ERP Sales Order in CRM
You can use this business process to create and process an ERP sales order without leaving the CRM WebClient UI. The sales order is saved directly in SAP
ECC and only exists in SAP ERP.
An ERP sales order is a customer's binding request to a company to deliver a specific quantity of products or to provide services, at a specific time. A sales
organization accepts the sales order, and thus becomes responsible for fulfilling the contract.
Note
Certain restrictions apply for this process. You can find extensive information about these restrictions in SAP Note 1236015.
Process

1. Create ERP sales order (SAP ECC)
This process step can be triggered as follows:
The customer accepts the ERP quotation and places an order.
You create an ERP sales order with reference to this quotation. The system copies the items from the quotation.
You directly create an ERP sales order.
2. Enter products (SAP ECC)
3. Propose products with product proposal (SAP ECC)
A number of different product proposals are available to support sales of additional complementary or alternative products. Product proposals can be
used to offer accessories, using up-and down-selling and cross-selling. Product proposals can also be based on ERP past orders, listings and top-n
lists.
4. Propose products with product catalog (SAP CRM)
CRM product catalogs can be used to search for, browse for and select products for the ERP sales order.
5. Check availability, schedule order and create requirements (SAP ECC)
The system triggers an availability check and scheduling in SAP ECC for every order item. The confirmed quantities and dates are displayed and saved
in the sales order. At the same time, a customer requirement is created in SAP ECC.
6. Determine and maintain conditions (SAP ECC)
The system determines the prices and value of individual items. If necessary, you can maintain these.
7. Check completeness (SAP ECC)
Based on the SAP ECC Customizing settings, the sales order is checked for completeness. The incompletion log is displayed to the user and
incompleteness reasons have to be resolved before the sales order can be released for delivery in SAP ECC.
8. Check credit limit(SAP ECC)
SAP ECC runs a credit check based on the pricing results; the credit check result is displayed and saved as the credit status at item level.
9. Send ERP sales order acknowledgement to customer (SAP ECC)
You can send documents to the customer using automatic output determination in SAP ECC.
10. Monitor status of the ERP sales order (SAP ECC)
Quantity Contract Processing with ERP Quantity Contracts in CRM
Purpose
This business process incorporates the necessary steps to create and process quantity contracts in SAP ECC. In the CRM WebClient UI, you create quantity
contracts directly in SAP ECC. These quantity contracts are available only in SAP ECC.
Value contracts are not supported in this business process.
Process Flow
This business process runs as follows:

1. Create ERP quantity contract (SAP ECC)
You work in the SAP CRM system, but the transaction is created directly in SAP ECC.
2. Negotiate conditions (SAP ECC)
You agree on the conditions of the contract with the customer, for example the contract term or quantity discounts. You can store the price agreements in
the contract.
3. Maintain target quantity (SAP ECC)
You use the target quantity to specify how much of the product the customer must release within a defined period.
4. Maintain partners (SAP ECC)
5. Maintain cancellation details and validity details (SAP ECC)
6. Create contract release order (SAP ECC)
When your customer releases products against the existing contract, you create a sales order.
7. Create follow-up transaction (SAP CRM)
For example, an activity to remind the customer about the consumption of the target quantity, at an appropriate time before the expiration of the contract.
1.3 Service
This area in SAP Customer Relationship Management (SAP CRM) enables you to manage your service cycle, starting with managing service contracts and
warranties, through to processing service order quotations and service orders, complaints and returns, and service confirmations.
1.3.1 Service Contract Management
Purpose
You can use this business scenario to carry out service processes based on:
● Service contracts that were agreed to by customers
● Warranties that were assigned products, installed base components, or objects
Service contracts represent long-term agreements between companies and customers. In service contracts, customers are guaranteed specific services within
tolerance limits for certain parameters, for example, within a predefined period. The promised services are represented by service products (such as
maintenance or hotline), which are defined in the individual contract items.
The characteristics of service products are defined in Service Level Agreements (SLA), which in turn are validated by different parameters, such as
Availability Time and Response Time . The parameters serve not only to describe the SLAs, but can also be used to control service processing.
Warranties can be flexibly assigned to individual products, installed base components, or objects. When creating service orders, confirmations, repair orders,
or complaints, the system automatically runs a background check to see whether a warranty exists and then assigns it accordingly. When calculating prices
for the services and service parts in billing, warranties can be taken into account by using appropriate discounts.
In the following processes, we explain service contract and entitlement management starting from the creation of warranties and service products, through to
contract processing, and finally to the billing of the contract. During its period of validity, the service contract can be the basis for service orders or escalation
measures, if for example, the time frames agreed in the SLA are exceeded. Contract-relevant and warranty-relevant data can be analyzed in SAP NetWeaver
Business Intelligence (SAP NetWeaver BI).
Prerequisites
Process Flow
1. Product and Warranty Registration in CRM
2. Service Contract Processing in CRM
3. Billing in CRM
4. Service Contract and Quotation Analysis in CRM
5. Warranty Analysis in CRM
6. Installed Base Analysis
7. Billing Analysis in CRM
8. Cost and Revenue Analysis in CRM
Usage-Based Service Contract Management
Purpose
You can use this business scenario to bill your customers for services with a certain usage volume (of copies, for example) after you have defined a service
contract.
The available processes let you model the complete business process, including creating a service quotation and contract, entering and calculating the usage
volume through counters and readings, and billing.
SAP Customer Relationship Management (SAP CRM) is the leading system for processing quotations and contracts, as well as for entering readings and for
managing billing.
Prerequisites
Process Flow
1. Installed Base Processing in CRM
2. Package Quotation
3. Usage-Based Service Contract Processing in CRM
4. Pool Contract Processing
5. Usage Determination
6. Billing in CRM
8. Warranty Analysis in CRM
1.3.3 Service Order Management
You can use this business scenario to define the processes that are relevant to the performance of services, starting with the processing of a service order
quotation and the processing of the actual service order, right through to billing and different analyses.
Prerequisites
Process
1. Service Order Quotation in CRM
2. Service Order Processing in CRM
3. Service Resource Planning in CRM
4. Service Order Escalation in CRM
5. Service Confirmation Processing in CRM
6. Billing in CRM
7. Warranty Claim Processing in CRM
9. Service Order and Quotation Analysis in CRM
10. Service Workforce Analysis
11. Billing Analysis in CRM
12. Cost and Revenue Analysis in CRM
Service Order Management with ERP Billing
Purpose
You use the service order management business scenario to define the processes that are relevant to the performance of services, starting with the
processing of a service order quotation and the processing of the actual service order, right through to billing and different analyses.
With this business scenario variant, you set up the transfer of service billing data to SAP ERP Central Component (SAP ECC), where billing takes place and
billing data is posted in accounting.
Prerequisites
· SAP CRM Master Guide on SAP Service Marketplace at service.sap.com/crm-inst
· Scenario & Process Component List on SAP Service Marketplace at service.sap.com/scl
Process Flow
4. Billing in ERP
1.3.5 Service Planning
Purpose
You can use this business scenario for the advance scheduling and organization of services that recur at specific intervals, such as maintenance, or quotation
creation.
Service plans help you to save costs incurred through unforeseen downtimes and to increase efficiency, for example, through improved and more
comprehensible planning, and the more efficient scheduling of resources, such as employees or materials.
In the service plan, the scope of periodic services is described and due dates for the services are calculated and monitored.
The service plan simulation provides you with a list of future service orders and enables you to determine the resources (service employees, service parts)
required for each service order, and to calculate the workload for a predefined period.
Prerequisites
Process Flow
1. Product and Warranty Registration in CRM Web Channel
2. Service Plan Processing in CRM
3. Service Order Processing for Planned Services in CRM
5. Billing in CRM
6. Planned Service Analysis
Service Order Management with External Resource Procurement
Purpose
You can use this variant of the business scenario to set up procurement of external services planned for service orders or in-house repair orders.
Prerequisites
Process Flow
3. Processing Purchase Orders in ERP
4. Entering Services in ERP
5. Verifying Logistics Invoices (Online/In Background)
6. Billing in CRM
Service Order Management with Service Part Procurement
Purpose
You can use this variant of the business scenario to set up procurement of service parts planned for service orders or in-house repair orders.
Prerequisites
Process Flow
3. Processing Purchase Orders in ERP
4. Inbound Processing and Receipt Confirmation with Warehouse Management in SCM
5. Verifying Logistics Invoices (Online/In Background)
7. Billing in CRM
1.3.8 Complaints and Returns Management
Purpose
You can use this business scenario to process customer complaints within your sales and service organizations. A complaint is an expression of
dissatisfaction that a customer makes in relation to a service or product. If a customer returns a product without first making a complaint, this is a return.
You can use complaints management in your company to represent the entire complaints process from recording a complaint, the technical analysis and
relevant follow-up process steps, through to the statistical evaluation.
The following complaints management components ensure efficient processing:

● Complaints processing:
○ You can create complaints with reference to a sales transaction or service process, service order, confirmation, service contract, in-house repair
order, or CRM billing document. This simplifies the creation of complaints since all of the data, such as partners, products, quantities, and prices, is
copied from the preceding transaction (copying control). You can also create complaints without reference to a preceding transaction.
○ You can create references to documents from existing complaint transactions. You can reference business transactions in CRM, billing documents,
or transactions in integrated systems. Referencing is supported at header and item level.
○ An automatic warranty check informs you whether a warranty exists. You can use the warranty information to decide what action should be taken in
response to a complaint. If, for example, the warranty allows a refund in the case of a defective product, you can immediately create a credit memo.
○ You can use the status function to track complaints processing (status tracking).
● Logistics integration: You monitor and track products that are returned, or replacement products that are delivered.
● Escalation management: You can assign a valid service contract to each complaint item. The system determines assured response times based on the
Service Level Agreements (SLA) defined in the contract. The times determined by the system enable you to monitor and promptly escalate overdue
complaints.
● Defect tracking: You can use categorization to define your own catalogs with damage codes and reasons. You can access these catalogs from the
complaints transaction. Predefined damage codes make it easier for you to enter complaints, while giving you an option for evaluating products,
customers, and reasons for complaints in an attempt to prevent further complaints by identifying the defect causes.
● Task management: You can plan, track, and process tasks relating to complaints, such as assigning responsible employees.
Prerequisites
Process Flow
1. The customer calls the service organization to complain about a service that was completed, or a product that was delivered.
2. You create a complaint: You enter the necessary data, such as the name of the customer, the object involved in the complaint, and the reason for the
complaint, in the corresponding fields.
3. You take steps to satisfy the customer as quickly as possible. The complaints transaction offers you a wide range of options for action. For example, you
can authorize a credit memo for the customer, trigger the return delivery of a product and the simultaneous provision of a replacement, or ensure that a
service representative deals with the problem.
4. SAP CRM saves the product that is the object of the complaint and the reason for the complaint, which you select in categorization, as well as the follow-
up actions such as credit memo, substitute delivery, or returns request. This makes it easy for you to identify the weak spots during the subsequent
service analysis, and take appropriate steps to remedy them.
5. To measure customer satisfaction after the complaint is processed, you can call customers to ask about their level of satisfaction. You record their
answers in the system.

1. Complaints Processing in CRM
2. Outbound Processing with WM
3. Inbound Processing and Receipt Confirmation with WM
4. Credit Memo Processing in CRM
5. Billing in CRM
6. Complaints and Returns Analysis in CRM
See Also
Within the context of the following business scenarios, complaints in SAP CRM can be processed using the following channels of communication:
● In the Interaction Center WebClient, in the IC Service business scenario
● In e-service, in the Complaints and Returns Management in CRM Web Channel business scenario
● In mobile service, in the Field Complaints Management with CRM Mobile Service business scenario
1.3.9 Recall Management
Purpose
As a service parts vendor, you can use this business scenario to manage recall actions for defective components (service parts) that are still in your
customers' warehouse stock.
Prerequisites
Process Flow
1. By running product analyses, you discover that repeated complaints point to a defective component (service part) as the cause of a problem.
2. To avoid further errors, you must not use this component (service part) in future installations. For this reason, you encourage all distributors and plants
that may have this component (service part) still available in their warehouse stock to return it. To aid in this process, you initiate a recall (product service
letter), which lists the recalled components (service parts) and their serial numbers (if applicable) in the serial number section. Then, you send the recall to
all customers who may be affected. You use the segment builder to determine the target group of affected customers.
3. You inform all customers that are assigned to the recall in the target group of the recall action by using their preferred communication channel.
4. The customer receives the message about the recall (by e-mail message, for example) and creates a returns request in the customer portal with reference
to your recall document.
5. The system proposes the recalled service parts from the recall document so that the customer can select them and copy them into the returns request.
For each service part, the customer enters the quantity that is still in the warehouse stock and should be sent back. If serial numbers are relevant for the
recalled service part, the customer must also enter the serial numbers for the service parts.
6. The system checks whether the serial numbers that were entered fall within the range of recalled serial numbers, whether the customer belongs to the
target group, and whether the product is included in the recall.
7. You authorize the returns request. Following goods receipt and inspection of the service parts, you create a credit memo.
1. Product Service Letter Processing
3. Inbound Processing and Receipt Confirmation with Warehouse Management in SCM
4. Billing in CRM
1.3.10 In-House Repair
Purpose
You can use this business scenario to perform the entire in-house repair process, from the creation of the repair order through to billing.
The business scenario consists of:
● Order management and order processing
● Logistics integration
Availability information informs you whether the service parts are currently in stock. Each service part item generates a reservation, which can be used to
trigger an early procurement process (material requirements planning).
You can create and monitor items relevant for delivery within the in-house repair: Loan device deliveries, the sending in of parts to be repaired, outbound
deliveries of repaired parts, and loan device pick-ups.
● Controlling integration
You plan the cost of repairs and repair steps, and analyze the costs and revenues incurred by the repair.
● Escalation management
The times determined by the system enable you to monitor and promptly escalate overdue in-house repairs.
● Analysis
All information about the repair is transferred to SAP NetWeaver Business Warehouse (SAP NetWeaver BW). In SAP NetWeaver BW, you can identify
critical assemblies or products at an early stage, based on the technical defect diagnosis.
Prerequisites
Process Flow
1. In-House Repair Processing in CRM
2. Inbound Processing and Receipt Confirmation Without WM
6. Billing in CRM
1.3.11 Case Management
Purpose
You can use this business scenario to manage complex problems or issues that involve more than one document, transaction, or business partner. Some
examples include issues in the utilities industry or complaints regarding billing disputes in the telecommunications industry.
You can use cases to consolidate and manage information about problems or issues in a central collection point, and then monitor and analyze this
information. Information about business partners, business transactions, products, and electronic documents is stored in cases. You can also link to cases
from other objects, for example, business partners.
You can improve processing efficiency by making case information globally accessible, while at the same time ensuring the confidentiality of sensitive
information through authorization checks. Cooperation during case processing is facilitated by activities that you can create and assign to the corresponding
processors. Additionally, case notes simplify communication and division of work during case processing.
Changes to a case are automatically recorded in a log, enabling you to fulfill legal requirements to provide audit trails for cases, and also providing you with
useful progress information.
Prerequisites
Process Flow
The business processes are run in the following order:
1. Case Processing in CRM
2. Case Management Analysis
1.3.12 IT Service Management
You can use this business scenario to manage the services provided by your IT service organization and maintain a company-wide view of IT objects and their
relationships. You can find and offer solutions quickly and efficiently through the creation of service transactions, such as incidents, problems, and requests
for change. This business scenario provides you with a systematic way to organize and distribute information by enabling you to assign knowledge articles to
service transactions. With access to up-to-date information, you can monitor, analyze, and evaluate the services provided to ensure that you meet all of the
requirements of your service level agreements.
IT Service Management (ITSM) offers the following benefits:
Quicker response time to service requests
More efficient implementation of solutions
Improved quality of service
Reduced service costs
Improved customer relationships
Prevention of lost or delayed service requests
Prerequisites
SAP CRM Master Guide on SAP Service Marketplace at http://service.sap.com/instguides
Process
The following process is a guide and refers to suggested ITSM processes. You can follow the processes in the order stated below but it is not mandatory.
Some processes can be omitted based on your business needs while others may need to be carried out a number of times before proceeding to the next
process.
Incident Management
Problem Management
IT Change Management
IT Service Level Management
IT Object Management
IT Service Analytics
More Information
Knowledge Article Management
The processes listed here belong to the respective area of SAP Customer Relationship Management (SAP CRM) but are not included in a specific scenario.
Entitlement Management in CRM
Purpose
You use this business process to enable seamless support for remanufacturing and recycling programs. Its flexible approach helps you manage deposit-refund
situations in different lines of business. You can select from a variety of standard deposit-refund management schemes, thereby improving the efficiency of
the reverse supply chain. This business process can also be used to support inventory protection programs. Such programs are an integral part of the returns
process and they enable manufacturers to offer incentives to distributors and vendors in the form of return allowances. Return programs of this kind reduce the
buyer’s risk of overstocking slow moving products and also minimize the risk of program abuse to the selling manufacturer.
Prerequisites
You have activated system configuration for service parts management. For more information, see Additional Functions for Service Parts Management .
Process Flow
1. System creates or updates entitlements from invoices (sales transactions)

In most of the entitlement schemes you initially create entitlements from billing documents resulting from sales transactions:
¡ In the Deposit Invoicing scheme, an entitlement represents the deposit amount paid when purchasing a new part or product. This amount is refunded
when the customer returns the related used part.
¡ In the Deposit Deferral scheme, an entitlement represents the potential liability of the deposit amount. That is, the customer pays the deposit amount
only if the used part is not returned.
¡ In the Deferred Clearing scheme, an entitlement represents the amount of the deposit value. This is cleared when considering the purchases and
returns of the customer in periodic settlements, called summaries. For more information, see Deferred Clearing Scheme
¡ In the Deposit Credit scheme, a sales transaction actually results in the consumption of an entitlement
¡ In the Rolling Purchase History scheme, a quantity entitlement is created. The customer may be able to return unused inventory against this quantity
entitlement in the future.
2. Maintain entitlements
Some of the basic actions you can perform are to create, modify, transfer, expire and reinstate entitlements.
3. System reserves entitlements from approved complaint and return transactions
There are three basic categories of complaint and return transactions that can affect entitlements:
○ Complaint transactions against an invoice from a sales transaction. For example, if a customer receives a quantity lesser than what was invoiced, the
customer would create a shortage complaint. If the customer agrees to simply receive a credit for the shortage quantity, then that customer's
entitlement file must be updated to reflect the difference.
○ Used part returns. In case of a used part return, which occurs under certain entitlement schemes, a customer must have entitlements available in
order to support the return of the used part part. If entitlements are available, then the used part return transaction will reserve the appropriate quantity
of entitlements until the returned items have been received, inspected, and invoiced.
○ Surplus inventory returns. In case of a surplus return, a customer can return unused inventory that has been in stock for a period of time. Also, in
situation like these, depending on the product, it may be necessary to reduce the number of entitlements, by the quantity of product being returned.
For more information about the complaints and returns process, see Settings for Entitlement Determination and Quantity Flow and Adjustment
4. System updates or consumes entitlements from billing documents (complaints and returns)
In situations where complaints and returns transactions reserve entitlements, the reserved entitlements must be consumed. In most cases, a billing
document resulting from the complaint or return transactions will be used to trigger the consumption of the appropriate entitlement quantity.
5. System monitors and updates entitlements
In most of the entitlement schemes, each entitlement is assigned an expiration or activation date. You can use the Entitlement Monitor to follow-up on
timelines and then trigger the expiration/activation and settlement activities on the required dates. For more information, see Entitlements Monitor
6. System settles entitlement transactions and triggers accounting postings
There are two different areas of settlement within Entitlement Management.
○ Settlement of expired entitlements (see step 5): When an entitlement expires, it is posted to the settlement due list within entitlements where it can
then be processed immediately or in batches, by generating the appropriate billing document and/or accounting entry.
○ Settlement specific to the Deferred Clearing scheme: In this scheme, credit and debit entries are accumulated in an account, and settled periodically.
For more information, see Settlement of Entitlements
1.3.13.2 Entitlement Processing in CRM E-Service
Purpose
You use this business process to provide customers with visibility and control over their deposit-refund accounts. These accounts represent a customer’s
participation in the remanufacturing and/or recycling programs offered by a manufacturer. Such programs encourage the customer to return the used items
associated with the new or replacement products that they purchase. This process also provides customers with visibility into their return accounts which are
elements of inventory protection programs. These programs encourage customers to purchase and stock product inventory by offering return periods for
inventory that goes unused over an extended time period.
Prerequisites
You can only use Entitlement Management if you have activated the system configuration for service parts management. For more information, see Additional
Functions for Service Parts Management .
Process Flow
This business process runs in SAP CRM.

1. Customer views entitlements
Using the portal, a customer is able to view their detailed entitlement activity.
2. Customer transfers entitlements
A customer is able to transfer an entitlement to another customer in order to support a direct sale of product between the two customers. As the
customers referred to here are typically automobile dealerships, dealer to dealer sales could take place external to the manufacturers systems. This
feature allows the customer to ensure that the entitlement account is properly maintained, since these sales cannot be accounted for automatically.
3. Customer submits entitlement expiration request
A customer is able to indicate that a particular entitlement is likely to expire because the core part that would have been returned against it is either
damaged or unavailable.
1.3.13.3 Cost and Revenue Analysis in CRM
Purpose
You can use this business process to monitor the profitability of your service organization and analyze the sources of revenue, costs, and profit. You can, for
example, analyze the profit generated by customers and their installed bases. You can also monitor profitability trends over a period of time.
Process Flow
1. System provides product data (SAP CRM)

2. System provides service business transaction data (SAP CRM)
3. System provides customer data (SAP CRM)
4. System provides installed base data (SAP CRM)
5. System provides cost and revenue data (SAP ECC)
6. System updates service information (SAP CRM)
Scheduled data extraction from SAP CRM updates product, customer, installed base, and profitability data in SAP NetWeaver Business Warehouse (BW).
7. Monitor profit per product or per service organization (SAP NetWeaver BW)
You can use the following queries for this analysis:
○ Highest-Revenue Products (0CSRVMC02_Q0102)
○ Top-Selling Products (0CSRVMC02_Q0103)
○ Profit per Product (0CSRVMC02_Q0104)
○ Profit-Sales Ratio per Product (0CSRVMC02_Q0105)
8. Monitor difference in revenue, costs, and profit per customer (SAP NetWeaver BW)
You can use the following queries for this analysis:
○ Highest-Revenue Sold-To Parties (0CSRVMC05_Q0102)
○ Profit per Sold-To Party (0CSRVMC05_Q0103)
○ Profit-Sales Ratio per Sold-To Party (0CSRVMC05_Q0104)
9. Monitor material and labor cost (SAP NetWeaver BW)
You can use the query Material Costs and Labor Costs (0CRM_CODT_Q0101) for this analysis.
10. Monitor profit per installed base (SAP NetWeaver BW)
You can use the query Profit per Product (0CSRVMC02_Q0104) for this analysis.
See also:
For information about the predefined queries provided by SAP, see SAP Library for SAP NetWeaver on SAP Help Portal at http://help.sap.com/netweaver ®
BI Content ® Customer Relationship Management ® CRM Analytics ® Service Analyses .
1.3.13.4 Installed Base Analysis
Purpose
You can use this business process to analyze detailed installed base information in the context of individual service transactions between you and your
customers.
Process Flow
1. System provides installed base master data (SAP CRM)

2. System updates installed base master data (SAP NetWeaver BW)
Scheduled data extraction from SAP CRM updates data in SAP NetWeaver Business Warehouse (BW).
3. Monitor installed bases by business partner (SAP NetWeaver BW)
You can use the query Installed Base Analysis by Business Partner (0CRM_IBCO_Q0104) for this analysis.
4. Monitor installed bases by location (SAP NetWeaver BW)
You can use the query Installed Base Analysis by Location (0CRM_IBCO_Q0101) for this analysis.
5. Monitor installed bases by product (SAP NetWeaver BW)
You can use the query Analysis of Products in Installed Bases (0CRM_IBCO_Q0102) for this analysis.
See also:
BI Content ® Cus tomer Relationship Management ® CRM Analytics ® Service Analyses .
1.3.13.5 Service Performance Analysis
Purpose
You can use this business process to analyze the operational performance of your service organization from the following perspectives:
· Financial
· Customer
· Internal
· Employee
This enables you get a balanced view of the current situation, taking into account the goals of your organization in each of these areas. The analyses
described in this process for each of the above analytical perspectives are examples of the many different analyses of service performance that you can
perform in SAP NetWeaver Business Warehouse (BW) with data extracted from your operational systems.
Process Flow
1. System provides customer data (SAP CRM)

2. System provides internal process data (SAP CRM)
3. System provides HR data (SAP ECC)
The system provides employee data.
4. System provides profitability data (SAP ECC)
5. System updates service information (SAP NetWeaver BW)
Scheduled data extraction from SAP CRM updates data in SAP NetWeaver BW.
6. Monitor revenue and profit by customer (SAP NetWeaver BW)
You analyze the revenue and profit generated by individual customers. You can use the following queries for this analysis:
○ Profit per Sold-To Party (0CSRVMC05_Q0103)
○ Variance Analysis per Sold-To Party (0CSRVMC05_Q0105)
7. Monitor open orders by installed base (SAP NetWeaver BW)
You analyze the number of service orders that are in process per installed base, taking the priority of the order into account as a first step. This enables
you to determine whether high-priority orders are being processed efficiently, giving an indication of how smoothly your internal processes are working.
You can use the query Open Orders by Priority (0CSRV_C01_Q0102) for this analysis.
8. Compare plan/actual revenue and costs (SAP NetWeaver BW)
You compare planned and actual revenue and costs to determine whether you are meeting financial targets and whether your planning is accurate. You
can use the query Planned / Actual Comparison (CSRVPLAN_Q0101) for this analysis.
9. Monitor overtime rate (SAP NetWeaver BW)
You monitor the workload of employees and determine whether you are accurately planning resources. You can use the query Overtime Rate
(0PT_C01_Q0102) for this analysis.
See also:
BI Content ® Customer Relationship Management ® CRM Analytics ® Service Analyses .
Purpose
You can use this process to perform billing in a service parts management scenario. During billing, billable transaction items are copied into billing documents,
which you can print out or send electronically to a customer.
You can implement transaction-related and delivery-related billing. For more information, see SAP Library for SAP CRM on SAP Help Portal at
http://help.sap.com/crm ® Application Help ® Basic Functions ® Billing ® Billing Scenarios.
Process Flow
Result
1. System receives data relevant for billing (SAP CRM)
During daily business, information about billable amounts is collected in a billing due list.
2. Create billing document (SAP CRM)
You call up a billing due list and trigger billing. When creating the billing document, the system performs the following activities:
¡ Re-determines prices or copies prices from the original transaction
¡ Calculates tax for the items
¡ Determines texts for the billing document or copies texts from the original transaction
You can set up your system so that intercompany billing automatically takes place if goods are supplied by a company other than the seller, and these
companies are in different company codes, for example, in different countries.
You can set up your system so that a supplementary invoice is automatically created. For example, you could create an invoice to bill a dealer and also
create a supplementary invoice for dealer to bill the end customer.
3. Send invoice to customer (SAP CRM)
You can send the invoice to the customer either electronically, or as a printout.
4. System posts accounting document (SAP CRM)
5. System receives accounting data (SAP ECC)
Open items are generated in accounts receivable accounting. These open items are cleared when inbound payments are received. In controlling, billable
amounts are used to compare revenues with accumulated costs.
6. System provides foreign trade data (SAP CRM)
You can use an integrated SAP Global Trade Services system to create legally required import and export documents, based on billing data.
1.3.13.7 Knowledge Article Management
You can use this business process to create knowledge articles or search for existing knowledge articles. You determine the main data for new knowledge
articles, define the authorization scope, and define relationships to master data. You can print or e-mail knowledge articles, and assign them to transaction
data as needed.
Process
1. Create knowledge article (SAP CRM)

You can manually create knowledge articles or use a knowledge article template.
2. Define category, validity, texts, and attachments (SAP CRM)
3. Define relationships to master data (SAP CRM)
For example, you can assign products, installed bases, business partners, or objects to knowledge articles.
4. Define authorization scope (SAP CRM)
For example, you can label a knowledge article as public, internal, or confidential.
5. Assign parties involved (SAP CRM)
When the users are assigned to the knowledge article, the system notifies them by e-mail.
6. Release knowledge article (SAP CRM)
Note: You can change the status of a knowledge article, for example as Draft , In Revision , Published , Obsolete , or Cancelled as required.
7. Search for knowledge articles (SAP CRM)
8. Suggest knowledge articles for transactions (SAP CRM)
You can assign transactions to knowledge articles using the Related Transactions assignment block. When viewing the transactions, you can have the
system search for related knowledge articles by using Find Knowledge Articles or Suggest Knowledge Articles .
9. Print and e-mail knowledge articles (SAP CRM)
You can create PDF versions of knowledge articles using Smart Forms. You can e-mail knowledge articles from your Interaction Center (IC) cart, or by
creating a follow-up e-mail.
10. Assign knowledge articles to transactions (SAP CRM)
Transactions may include, for example, incidents, problems, cases, or campaigns.
1.3.13.8 Service Request Management in WebClient (CRM)
You use this business process to reliably submit, dispatch, approve, monitor, and fulfill requests for service by your customers. Service requests can be used
internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing
scenarios.
Service requests can be logged through a service desk directly by the service personnel, or by the users themselves into the system and then, if necessary,
can be dispatched to the appropriate personnel for service delivery.
Prerequisites
You have made the following settings in Customizing for Customer Relationship Management :
Defined your service request-related transactions under Transactions Basic Settings Define Transaction Types
There is a predefined transaction type called Service Request (SRVR) provided in the standard system, which you can use as a base.
Made settings under Transactions Settings for Service Requests
Made settings related to multilevel categorization under CRM Cross-Application Components Multilevel Categorization , and under the following:
Define Application Areas for Categorization
Assign Transaction Types to Catalog Categories
Assign Item Categories to Catalog Categories
Process
The process runs in SAP CRM as follows:
1. Check knowledge base proposals for knowledge articles
2. Create a service request
3. Assign a reference object to the service request
4. Assign a priority to the service request and categorize it
You can assign multiple categories to service requests. You can also determine service level agreement (SLA) information such as service levels and
contracts.
5. Pick up the service request from the queue
6. Provide information to the customer
7. Dispatch the service request
8. Execute the service request
9. Provide the solution
10. Close the service request
11. Perform a root cause analysis
Result
Service requests allow you to process and fulfill a customer's request for service.
You can follow up service request management with, for example, the following:
Master service request
Service confirmation
Knowledge article
Request for change
1.4 Interaction Center
This area in SAP Customer Relationship Management (SAP CRM) provides you with tools to help you ensure efficient and consistent customer service by
collaborating and communicating with your customers over various channels. It supports agents and managers who are involved with the interaction center.
Agents can handle inbound or outbound service, sales, or marketing transactions using the phone, e-mail, fax, or the Web. They can process business
transactions such as quotations, sales tickets and service tickets, and enhance their productivity by using alerts, scripting, and a solution search. All relevant
account information is available to them in one location, such as account data, order status, and product-related information.
Managers can access administration, maintenance, and reporting tools, ensuring optimized and efficient interaction center operations. For example, they can
forecast, schedule, and monitor their staff, adjust workflow and routing rules, monitor inbound and outbound interactions, and view analytics to make strategic
decisions for the interaction center.
1.4.1 IC Marketing
Purpose
The IC Marketing business scenario enables you to generate leads and gather customer information and feedback through outbound telemarketing in the
Interaction Center.
Agents are provided with simplified access to all information and business processes they require to interact with their customers. While agents are guided
through their customer interaction with the help of predefined scripts, leads can be automatically created based on customer feedback. This greatly simplifies
the interaction process for agents, who can also manually create or qualify leads. Agents are free to focus on personalized interactions, thereby improving the
effectiveness of campaigns through better closure rates.
Prerequisites
Process Flow
1. Customer Information and Feedback with Interaction Center
2. Lead Processing with Interaction Center
1.4.2 IC Sales with CRM Sales Order
Purpose
You use this business scenario to offer, sell, and deliver products to your customer using the Interaction Center (IC).
In Inbound Telesales with CRM Sales Order, customers make contact with the IC agent and want to place an order. In Outbound Telesales with CRM Sales
Order, the IC agent calls the customer to offer products or services.
In this business scenario, the system enters sales orders in SAP CRM, and then forwards them to SAP ECC for subsequent logistical processing. An
alternative to this business scenario is the business scenario IC Sales with ERP Sales Order, which allows you to create sales orders directly in SAP ECC.
Prerequisites
Process Flow
· Inbound Telesales with CRM Sales Order
· Outbound Telesales with CRM Sales Order
1.4.3 IC Sales with ERP Sales Order
Purpose
You use this business scenario to offer, sell, and deliver products to your customer using the Interaction Center (IC).
In Inbound Telesales with ERP Sales Order, customers make contact with the IC agent and wish to place an order. In Outbound Telesales with ERP Sales
Order, the IC agent calls the customer to offer products or services.
In this business scenario, the system does not save entered sales orders in SAP CRM, but rather directly in SAP ECC. You can nevertheless use the
marketing functions available in SAP CRM. An alternative to this business scenario is the business scenario IC Sales with CRM Sales Order, in which the
system creates sales orders in SAP CRM, and then transfers them to SAP ECC for subsequent processing.
Prerequisites
Process Flow
· Inbound Telesales with ERP Sales Order
· Outbound Telesales with ERP Sales Order
1.4.4 IC Management
Purpose
You use this business scenario to provide a single point of access for interaction center (IC) managers to ensure the IC is optimized and efficient. Tools are
provided for managers to make informed decisions, to react quickly to changing business needs, and to resolve issues before they become problems.
Analytics and advanced reporting tools allow managers to monitor, measure, predict, plan, and optimize the IC.
Prerequisites
Process Flow
1. Managing and Analyzing Interaction Center Operations
2. E-Mail Response Management with Interaction Center
Result
Manager satisfaction is increased as the amount of systems they need to access is reduced and they have one central place to access information and
perform tasks. The need for duplicate work is eliminated. Managers have secured access anywhere, at any time.
1.4.5 IC Service
Purpose
You use this business scenario to enable interaction center (IC) agents to streamline the service process to resolve customer issues, to ensure customer
needs are met, and to increase or maintain customer satisfaction. For interaction centers handling inbound service activities, this area provides agents with
tools to complete all open processes during the same customer interaction, avoiding unnecessary callbacks or follow-ups. Agents can increase profits by
ensuring that service contracts are current and service levels are met.
Prerequisites
Process Flow
1. Information Help Desk
2. Customer Service and Support with Interaction Center
3. Complaints Processing with Interaction Center
4. Help Desk
1.4.6 Shared Services Center
You use this business scenario to enable interaction center (IC) agents to engage in more efficient and higher quality interactions with internal and external
communication partners. IC agents can file tickets and create requests that are reported conveniently across multiple communication channels such as
telephone, e-mail, chat, and fax.
Prerequisites
Process
1. Accounting Interaction Center: Exception Handling/Responsibility Split
2. Accounting Interaction Center: Interactions with Business Partners
3. Employee Interaction Center
4. IT Service Desk
1.5 Field
Field applications enable sales representatives and service technicians who work in the field to use marketing, sales, and service functions of SAP Customer
Relationship Management (SAP CRM) in an offline environment.
To manage customer relationships successfully, companies that have employees working in the field must make sure that their employees have up-to-date
and complete information about the customers they visit. In turn, new information gathered by employees in the field must be made available to other
employees who interact with the customer. Field applications provide a range of functions and integration capabilities to meet these needs.
Sales representatives and service technicians can access and update customer relationship data on their laptop computers and other mobile devices while
they work in the field.
Field Account and Contact Management with CRM Mobile Sales
Purpose
You use this business scenario to plan your company’s activities around individual accounts, view and create critical customer data, customer contact
information, product information, and activity management using enhanced data synchronization with the CRM server.
Users such as sales representatives or key account managers can plan sales targets and control costs by account. In addition, they can create, view,
maintain, and monitor account information within one application. Managers can then track the status of customer account activities and view the performance
of each sales representative. By being able to proactively manage and monitor accounts, users are in command of critical customer data. The business
scenario process description below illustrates the workflow associated with maintaining customer data within a sales organization.
Prerequisites
· SAP CRM Master Guide on SAP Service Marketplace at service.sap.com/instguides
Process Flow
1. Account Planning with CRM Mobile Sales
2. Account Processing in CRM
3. Account Processing with CRM Mobile Sales
5. Activity Processing with CRM Mobile Sales
6. Opportunity Processing with CRM Mobile Sales
8. Activity Analysis
9. SAP BW Analysis in CRM Mobile Client
10. Analyzing Local Data in CRM Mobile Client
Field Account, Contact Management: CRM Mobile Sales for

Handheld
Purpose
This business scenario seamlessly connects all the business processes that typically occur during a sales cycle and makes this information available to the
sales team. You can use such information to:
· Record details about sales activities, including the priority, and the date when the activity must be completed
· Share crucial sales information easily among all members of the sales team.
Therefore, this business process allows you to easily schedule, delegate, and manage simple and complex tasks and daily activities. This makes sales
representatives more productive by giving them more control and insight into their assignments and allowing them to easily manage all their tasks and
activities.
Process Flow
The following process flow is a guide and refers to suggested Field Activity Management with CRM Mobile Sales for Handheld processes. You can follow the
processes in the order stated below, but the order is not mandatory. Some processes can be omitted based on your business needs while others may need to
be carried out a number of times before proceeding to the next process.
· Account Processing in CRM
· Activity Processing in CRM
· Activity Processing with CRM Mobile Sales for Handheld
Field Activity Management with Mobile Sales for Handheld
Purpose
This business scenario seamlessly connects all the business processes that typically occur during a sales cycle and makes this information available to the
sales team. You can use such information to:
· Record details about sales activities, including the priority, and the date when the activity must be completed
· Share crucial sales information easily among all members of the sales team.
Therefore, this business process allows you to easily schedule, delegate, and manage simple and complex tasks and daily activities. This makes sales
representatives more productive by giving them more control and insight into their assignments and allowing them to easily manage all their tasks and
activities.
Process Flow
The following process flow is a guide and refers to suggested Field Activity Management with Mobile Sales for Handheld processes. You can follow the
processes in the order stated below yet it is not mandatory. Some processes can be omitted based on your business needs while others may need to be
carried out a number of times before proceeding to the next process.
· Business Activity Processing with Mobile Sales for Handheld
· Business Activity Processing
· Activity Analysis
Field Sales Using Mobile Sales Online
Purpose
This business scenario supports the sales management in the field when they are away from office by providing the sales data on a handheld or a blackberry
device. This enables the sales manager to be connected to the business even when he/she is on a customer visit or at a customer event. Sales managers
can view, create, and update sales orders, contacts, opportunities and accounts. Additionally, they can also view sales analysis charts to picture the times
lines, open sales orders, incoming orders and sales contracts.
Process Flow
The following process flow is a guide and refers to the suggested Field Sales using Mobile Sales Online processes. You can follow the process in the
order stated below, yet it is not mandatory. Some processes can be omitted based on your business needs, while others can be carried out a number of times
before proceeding to the next process.
Account and Contact Processing
Activity Processing
Opportunity Processing
Sales Order and Contract Processing
Example
A sales manager uses the handheld device to review sales opportunities. Using the sales analysis charts, the sales manager tracks the sales and re-enforces
the sales team to achieve results.
Field Campaign Management with CRM Mobile Sales
Purpose
This business scenario outlines activities that support an office-based campaign manager and a field sales representative in marketing activities, such as
product launches and marketing campaigns.
The campaign manager creates a campaign and assigns the appropriate attributes to it, such as its products, objectives, and validity dates. The campaign
manager also creates or assigns a target group with target customers, using sophisticated segmentation methods. Once this basic information is assigned to
the campaign, the manager begins planning for the costs and budget of the campaign, as well as how the campaign’s success must be measured. The
campaign manager plans and generates the activities that define how the campaign is carried out. For example, he or she can generate a mail-merge file from
the target group. This mail merge can be used to send invitations by e-mail or in printed form.
After the activities of the campaign have been generated, these activities are automatically sent to the field sales representatives who interact with the
customers. The field sales representatives then carry out the activities of the campaign, for example, contacting all customers who have received invitations.
An outcome analysis measures the results of the campaign.
Prerequisites
· SAP CRM Master Guide on SAP Service Marketplace at service.sap.com/instguides
Process Flow
1. Campaign Planning in CRM
2. Campaign Planning with CRM Mobile Sales
3. Campaign Execution with CRM Mobile Sales
5. SAP BI Analysis in CRM Mobile Client
Field Opportunity Management with CRM Mobile Sales
Purpose
You use this business scenario to:
● Record detailed information about sales opportunities, including the potential sales volume, the potential revenue, the closure probability percentage, and
the date the order must be filled to satisfy the customer or prospect.
● Share crucial sales information among the members of a sales team
● Record information on competitors and competitive products
● Enter the names of important contacts and easily link the contact information to various calendars for activity planning
● Generate sales quotations and orders automatically
In addition to managing detailed opportunity information, the use of opportunities within Mobile Sales ensures that sales representatives follow specific steps
or a specific sales methodology during the sales cycle.
Prerequisites
● SAP CRM Master Guide on SAP Service Marketplace at service.sap.com/instguides
Process Flow
1. Opportunity Processing with CRM Mobile Sales
3. Activity Processing with CRM Mobile Sales
5. Quotation Processing with CRM Mobile Sales
7. Sales Order Processing with CRM Mobile Sales
10. SAP BW Analysis with CRM Mobile Client
11. Analyzing Local Data with CRM Mobile Client
Field Quotation and Order Management with CRM Mobile Sales
Purpose
Using this business scenario, you can sell your products through field sales representatives who have direct personal contact with all your business partners.
Your employees create quotation and order data locally on their laptops in Mobile Sales . They synchronize their data with CRM Enterprise regularly.
It describes the sale of serial or bulk products that you,
· Produce internally based on consumer- or forecast-oriented revenue or sales revenue planning, or
· Procure externally
The products are shipped directly ex-stock to your customers.
Prerequisites
Process Flow
The business processes run in the following order:
1. Quotation Processing with CRM Mobile Sales
3. Sales Order Processing with CRM Mobile Sales
5. Outbound Processing without WM
6. Billing in ERP
You can also carry out billing of your sales orders in SAP CRM. For more information, see Billing in CRM.
Field Quotation, Order Management: CRM Mobile Sales for

Handheld
Purpose
This business scenario supports the sales order acquisition and creation process in the field. Sales representatives can create, verify, revise, and submit
quotes tailored to meet customer requirements. This improves the sales representatives productivity and effectiveness, thus shortening sales cycles while
providing more personalized service to customers. Furthermore, it allows the sales representatives to create sales orders using a handheld device.
Process Flow
The following process flow is a guide and refers to suggested Field Sales Order Management with Mobile Sales for Handheld processes. You can follow the
processes in the order stated below yet it is not mandatory. Some processes can be omitted based on your business needs while others may need to be
· Sales Order Processing with CRM Mobile Sales for Handheld
· Sales Order Processing in CRM
· Outbound Processing without WM
· Billing in CRM
· Sales Quotation and Order Analysis in CRM
For more information, see the CRM Enterprise documentation on Quotation and Order Management.
Example
A sales representative uses a handheld device to review sales opportunities and look up customer data. During the sales visit a sales representative can
access product information and creates sales quotations and sales orders. A sales representative can also record future sales opportunities, which a sales
manager can then evaluate.

Using this business scenario, service representatives can access information that they require for their daily work from any location and at any time, using the
mobile client. Data flows in a closed loop between CRM Enterprise and Mobile Service, and users can work either online or offline.
Service representatives, therefore, have a fully integrated view of service-relevant data such as customers, service transactions, installed base information,
products, and service assignments. In addition, they can create service orders and assignments locally and subsequently upload them to CRM Enterprise.
Prerequisites
SAP CRM Master Guide on SAP Service Marketplace at service.sap.com/instguides
Process
The following process flow is a guide and refers to suggested Field Service Order Management with CRM Mobile Service processes. You can follow the
processes in the order stated below, but it is not mandatory. Some processes can be omitted based on your business needs, while others may need to be
4. Service Order Quotation with CRM Mobile Service
5. Service Order Processing with CRM Mobile Service
6. Installed Base Processing with CRM Mobile Service
7. Service Confirmation Processing with CRM Mobile Service
9. Billing in CRM
11. Service Workforce Analysis
Field Complaints Management with CRM Mobile Service
Purpose
You use this business scenario to administer complaints made by your customers. A complaint can be an objection made by a customer about a service.
This scenario streamlines your company’s complaints process right from the receipt of a complaint and its technical analysis, to measures taken to address
this complaint and satisfy the customer. In response to a complaint, you can trigger the following actions:
● Creation of substitute delivery, to record the shipment of goods to the customer
● Credit memo request, to credit the customer in relation to a complaint
● Analyze complaints data, for example, to identify common problems with a particular product
Prerequisites
Process Flow
The following process flow is a guide and refers to suggested Field Complaints Management with CRM Mobile Service processes. You can follow the
processes in the order stated below, but it is not mandatory. Some processes can be omitted based on your business needs while others may need to be
2. Complaints Processing with CRM Mobile Service
3. Inbound Processing and Receipt Confirmation without Warehouse Management
4. Outbound Processing with WM
5. Credit Memo Processing in CRM
6. Billing in CRM
1.5.11 Field Service Stock Management with CRM Mobile Service
Using this business scenario, service representatives can access and maintain stock related information from any location and at any time using the mobile
client. Data flows between CRM Mobile Client, SAP NetWeaver Mobile and SAP ECC.
Service representatives can view and maintain stock related data such as availability, goods movement transactions, reservations and purchase requisitions.
Data exchange between CRM Mobile Client and SAP ECC enables up-to-date stock figures and linkages with reference documents like purchase orders and
deliveries.
Prerequisites
You should have made all relevant Customizing settings related to this feature in SAP ECC.
Caution
If you are using serial numbers with this scenario, we recommend that the serial number profiles be created with a stock check: “Inconsistencies in Stock
Data - Error” to avoid possible inconsistencies between the mobile service client and SAP ECC.
SAP CRM Master Guide on SAP Service Marketplace at service.sap.com/instguides
Note
The scenario Field Service Stock Management with CRM Mobile Service is a part of SAP CRM 2007. However, this is being shipped separately (as an
Add-on) with SAP NetWeaver Mobile 7.1.
Process
The following process flow is a guide and refers to suggested Field Service Stock Management with CRM Mobile Service processes. You can follow the
processes in the order stated below, but it is not mandatory. Some processes can be omitted based on your business needs, while others may need to be
1. Stock Overview with CRM Mobile Service
2. Goods Movement Processing with CRM Mobile Service
3. Reservation Processing with CRM Mobile Service
4. Requisition Processing with CRM Mobile Service
1.5.12 Mobile Sales (CRM)
This business scenario enables select CRM back-end functionality to be consumed by Gateway to SAP NetWeaver Mobile, and in turn to be delivered to
mobile users. This typically occurs by a partner-built client application, or a custom-developed solution.
The CRM part of this end-to-end solution contains configuration functionality for data distribution, such as transaction types and date ranges to be used for
data configuration, to be in turn transferred to NetWeaver Mobile for replication and distribution.
The end-to-end mobile solution offers value, not only from a business perspective where mobile sales representatives are empowered with SAP CRM data and
processes, but also on a technical level with highly scalable support for a large number of mobile users with heavy data volume requirements.
Prerequisites
You can implement this business scenario with different releases of the relevant application components. For more information, see:
Master Guide for Gateway to SAP NetWeaver Mobile on SAP Service Marketplace at http://service.sap.com/instguides
Process
1. Business Partner Processing in CRM Mobile Sales for Gateway to SAP NW Mobile
2. Activity Processing in CRM Mobile Sales for Gateway to NW Mobile
3. Lead Processing in CRM Mobile Sales for Gateway to NW Mobile
4. Opportunity Processing in CRM Mobile Sales for Gateway to NW Mobile
5. Sales Document Processing in CRM Mobile Sales for Gateway to NW Mobile
6. Analytics in CRM Mobile Sales for Gateway to NW Mobile
1.6 CRM Web Channel
This area of SAP Customer Relationship Management (SAP CRM) enables you to turn the Internet into a profitable sales and interaction channel for both
business partners and consumers by providing your customers with a personalized Web experience and convenient self-services. The CRM Web Channel
applications cover Web-based sales and service transactions, targeted marketing, and analytics for system and customer behavior.
1.6.1 Catalog Management in CRM
Purpose
You use this business scenario to create a centralized product catalog that contains product descriptions, multimedia objects, pricing, and associated
literature. The catalog enables quick and easy customer access to timely and personalized product information, structured in such a way that most meets your
customers’ needs.
Product catalogs are implemented in sales processes and are of particular importance in CRM Web Channel for presenting your products in the Web shop. A
sales representative or call center agent can view and navigate the CRM product catalog hierarchy and can select products from the product catalog similarly
to a customer navigating the hierarchy of the Java based Web shop.
Prerequisites
· Scenario & Process Component List on SAP Service Marketplace at service.sap.com/crm-inst
· Development and Extension Guide on SAP Service Marketplace at service.sap.com/crm-inst
Process Flow
· Managing Catalog Content in CRM
· Browsing For and Selecting Products in CRM
· Interactive Configuration
Campaign Management in CRM Web Channel
Purpose
You use this business scenario to sell poducts to your customers using campaigns in the CRM Web Channel Web shop. This business scenario covers the
complete process for running a campaign starting with market analysis, continuing with execution of the campaign, and ending with the closure of the
campaign and analysis of the results. Once a campaign you have set up a campaign, you can track it throughout its duration and use the results in future
planning. You can define criteria such as target groups, products, documents, people responsible, and budget in the campaign.
Prerequisites
· Scenario & Process Component List on SAPService Marketplace at service.sap.com/crm-inst
· Development and Extension Guide on SAP Service Marketplace at service.sap.com/crm-inst
Process Flow
· Campaign Planning in CRM
· Segmentation
· Campaign Execution in CRM Web Channel
· Campaign Analysis
1.6.3 Contract Management in CRM Web Channel
You use this business scenario to create long-term agreements that contain information about prices and products for a particular customer or group of
customers via the Internet. Your customers benefit from the advantages of contract management, such as long-term agreements with attractive prices and
advantageous terms of delivery. Your customers also benefit from the advantages of using the Internet to order products or services, such as attractive
presentation and quick and easy access to your company. At the same time, contract management helps you to realize the goals of true customer relationship
management, as you are better able to ensure customer loyalty and retention by the following:
Monitoring the sales process from inquiry through to contract completion
Tracking whether your customer has been buying products as arranged
Acting quickly where the customer appears dissatisfied
Guiding your sales employees through any necessary follow-up activities
Using integrated reporting for analyzing contract-related sales figures
Prerequisites
Development and Extension Guide on SAP Service Marketplace at http://service.sap.com/crm-inst
Process
Contract Processing in CRM
Outbound Processing without WM
Release Order Processing in CRM
Billing in ERP
Contract Analysis
1.6.4 Quotation and Order Management in CRM Web Channel
You use this business scenario to enable Web shop customers to receive quotations or place orders for products and services, obtain real-time product
availability, and track each order from manufacturing to distribution through service.
Quotation management allows you to confirm to customers the delivery of a specific quantity of products, at a specific time, and for a specific price. Within
the framework of quotation management, various sales functions are available to the sales employee, as well as special functions for quotations.
Order management allows you to enable customers to create and process an order and trigger subsequent logistics processing in SAP ECC. An order is a
customer’s binding request to your enterprise to deliver a specific quantity of products, or to provide a service at a specific time. A sales organization accepts
the order, and thus becomes responsible for fulfilling the contract.
Prerequisites
Scenario & Process Component List on SAP Service Marketplace at http://service.sap.com/crm-inst
Process
Managing Catalog Content in CRM
Browsing for and Selecting Products in CRM
Quotation Processing in CRM
Quotation Processing with ERP Quotation in CRM
Sales Order Processing B2B in CRM Web Channel
Sales Order Processing B2B w/ ERP Sales Order in CRM Web Channel
Sales Order Processing B2C in CRM Web Channel
Sales Order Processing B2C for Service Providers in CRM Web Channel
Sales Order Processing One-Step Business in CRM Web Channel
Billing in ERP
Interactive Configuration
Live Web Collaboration
Web Site Monitoring in CRM
Web Analysis in CRM
Sales Quotation and Order Analysis in CRM
Loyalty Management in Web Channel
Web Auctions: Auctioning via Web Shop
Purpose
You can use this business scenario to create and manage auctions in a Web shop of your own using the auctioning via Web shop application. Web auctions
are an increasingly popular way to reach new audiences and to allow market demand to determine price. They are also a particularly useful way to sell new and
excess inventory, used assets, and time-sensitive products, reducing your sales and inventory costs.
Prerequisites
· Master Guide for SAP CRM on SAP Service Marketplace at service.sap.com/crm-inst
· Installation guides on SAP Service Marketplace at service.sap.com/crm-inst
· Development and Extension Guide on SAPService Marketplace at service.sap.com/erp-inst
Process Flow
1. Managing Auctions for Auctioning via Web Shop
2. Placing Bids and Monitoring Auctions in Web Shop
Web Auctions: Selling via eBay® in CRM
Purpose
You can use this business scenario to create and manage auctions on eBay® using the Selling via eBay® application, which is integrated with SAP CRM and
eBay®. Web auctions are an increasingly popular way to reach new audiences and to allow market demand to determine price. They are also a particularly
useful way to sell new and excess inventory, used assets, and time-sensitive products, reducing your sales and inventory costs.
Prerequisites
· Installation guides on SAP Service Marketplace at service.sap.com/crm-inst
Process Flow
1. Managing Auctions for Selling via eBay® in CRM Web Channel
2. Auction Payment and Delivery Processing in CRM Web Channel
1.6.7 Complaints and Returns Management in CRM Web Channel
You use this business scenario to enable your customers to create complaints using the Web. You can then take action and meet their expectations.
A complaint can be linked to a registered product or an installed base component. Complaints can also be linked to products from the product catalog.
In this scenario, customers register a product so as to activate its warranty. They then create complaints linked to a registered product with which they are not
satisfied.
Prerequisites
SAP E-Commerce 5.0 – Development and Extension Guide on SAP Service Marketplace at http://service.sap.com/crm-inst SAP CRM 2005
CRM Core and Standalone Components .
Process
Product and Warranty Registration in CRM Web Channel
Complaints Processing in CRM Web Channel
Inbound Processing and Receipt Confirmation without Warehouse Management
Credit Memo Processing in CRM
Billing in CRM
Complaints and Returns Analysis in CRM
1.6.8 Service Request Management
Purpose
You use this business scenario to enable your customers to use a Web interface and create a service request for an installed base component. A service
request is a detailed message sent to an agent concerning a product problem. When your customers create a service request, they can specify which product,
installed base, or registered product is concerned by the request. Customers can check whether the service that they are requesting is covered by a warranty
or a service contract. They can schedule an appointment at their convenience for the selected onsite service.
This scenario reduces interaction costs and increases customer satisfaction.
Prerequisites
· Development and Extension Guide on SAPService Marketplace at service.sap.com/erp-inst
Process Flow
Installed Base Processing in CRM Web Channel
Service Request Processing
Service Confirmation Processing in CRM
Billing in CRM
Complaints and Returns Analysis in CRM
1.6.9 Solution Assistance
Purpose
You use this business scenario to enable your customers to solve their product problems using a set of self-help tools.
Customers who encounter a product problem can visit your Internet Customer Self-Service (ICSS) and search for a solution. They should start with Frequently
Asked Questions (FAQ), which are designed to address the more common product issues faced by customers. If an FAQ Search does not result in
successful problem resolution, customers can use the Solution Search, a second-line tool that enables them to enter a problem description and perform a
search on relevant solutions.
If a solution still eludes customers after they have used the FAQ and Solution Search, they can turn to Live Web Collaboration to contact an agent directly.
By opening your knowledge bases to your customers, you reduce interaction costs and increase customer satisfaction.
Prerequisites
· Development and Extension Guide on SAP Service Marketplace at service.sap.com/erp-inst
Process Flow
Self-Service Support Through FAQ and Solution Search
Live Web Collaboration
1.7 Partner Channel Management
In the partner channel management business scenario, you can reuse business scenario variants from other areas of SAP Customer Relationship
Management (SAP CRM). Use of these business scenario variants in partner channel management is unrestricted from a functional point of view. In most
cases, you only have to replace the term “customer” with the term “partner”.
However, business scenario variants in partner channel management take place across organizations, this means beyond the organization of the brand owner
and channel partner. For this reason, it is possible that during installation, configuration, and the current upgrade in your partner channel management project,
differences may become apparent to the SAP CRM areas from which the business scenario variants originate.
Process
You can reuse the following business scenario variants from other SAP CRM areas in the partner channel management business scenario:
Business Scenario Variant Key Capability
Quotation and Order Management in CRM Web Channel Web channel
Catalog Management in CRM Web channel
Contract Management in CRM Web Channel Web channel
Solution Assistance Web channel
Service Request Management Web channel
Complaints and Returns Management in CRM Web Channel Web channel
Campaign Management in CRM Web Channel Web channel
Quotation and Order Management in CRM (Using ERP Billing) Sales
The component views for these business scenario variants often contain the term “vendor”. When reusing these business scenario variants in partner channel
management, keep in mind that the term “brand owner” replaces the term “vendor”.
Account and Contact Management with Channel Partners
Purpose
This business scenario allows your channel and service partners to manage and maintain accounts and contacts.
In addition to master data maintenance, this business scenario offers channel and service partners the integration of transaction data such as business
transactions and contacts, an overview of the most important data, as well as quick access to and easy maintenance of all the information on their accounts
or contacts.
Accounts can be understood as companies or organizations, but also individuals or groups that have a relationship with your company as customers or
prospects. In the context of account and contact management with channel partners, these accounts have an end customer relationship with a channel partner
company.
Prerequisites
Process Flow
This process allows a channel manager to create, search for, and maintain accounts.
2. Account Processing with Channel Partners
A channel partner is able to create, search for, and maintain accounts. In this context, accounts can be end customers or prospects that have an end
customer relationship with a channel partner company.
This process allows a channel manager to create, search for, and maintain activities (business activities and tasks).
4. Activity Processing with Channel Partners
A channel partner is able to create, search for, and maintain activities (business activities and tasks) with or without a relationship to a specific account.
5. Account Analysis in Channel Management
This process enables channel managers and channel partners to gain a better understanding of their respective account base and analyze who their
respective end customers are.
6. Activity Analysis in Channel Management
This process enables channel managers and channel partners to monitor the quantity and success rate of activities in their respective areas of
responsibility.
1.7.2 Collaborative Campaign Management
You can use this business scenario to enable marketing organizations to collaborate and coordinate marketing programs with channel partners more efficiently.
Marketing organizations work with channel partners to market their products and services. The following are the advantages of such a collaboration:
Centralize campaign development, maintenance, execution and monitoring, enabling corporate marketing organizations to gain control and visibility of all
marketing activities and their effectiveness.
Extend marketing reach through increased collaboration between corporate marketing organizations and channel partners.
Increase campaign effectiveness and brand consistency by enabling partners to leverage corporate best practices and resources for campaign planning
and execution.
Leverage partners' customer and local market knowledge to optimize campaign success through more targeted marketing efforts.
Prerequisites
Master Guide for SAP CRM on SAP Service Marketplace at http://service.sap.com/instguides.
Scenario & Process Component List on SAP Service Marketplace at http://service.sap.com/scl.
You have made the required configuration settings for this business scenario. For more information, see the Configuration tab under SAP Solution
Manager SAP CRM Scenarios Partner Channel Management Collaborative Campaign Management Collaborative Campaign
Management: Scenario and Process Configuration .
You have activated the business function Collaborative Campaign Management (CRM_MKT_CCM).
Process
1. Campaign Planning in SAP CRM
2. Collaborative Campaign Development
3. Campaign Individualization with Channel Partners
4. Collaborative Campaign Execution
1.7.3 Collaborative Selling
Purpose
With this business scenario, you, as a Brand Owner can sell your products to end customers through channel partners, via a Web shop. With the help of this
Collaborative Showroom, you offer your partners the option to participate in a Web shop that you run. In the Collaborative Showroom, customers do not order
products directly from you, but from a channel partner of their choice.
Based on a product catalog that you determine, each of your channel partners specifies which of your products they sell. If the customer cannot find a channel
partner that stocks all the products they require, they can assign several partners to the shopping basket at item level.
Your channel partners can specify their own individual delivery times and payment types as well as specific terms and conditions.
Prerequisites
Process Flow
As far as order processing by participating partners is concerned, you can choose to offer your partners the option of processing sales orders via a hosted
order management application or transferring the shopping basket contents to the partners’ individual, external Web shops – prior to order creation.
To help you with this, the process variants Sales Order Processing in Collaborative Showroom and Handover from Collaborative Showroom to External
Shop are available. Of the list of processes given below, the first four are common to both process variants:
2. Channel Partner Processing
3. Setup of Channel Partner Participation in Collaborative Showroom
5. Sales Order Processing in Collaborative Showroom
6. Handover from Collaborative Showroom to External Shop
7. Processing Sales Orders from the Collaborative Showroom
8. Sales Order Analysis for Channel Commerce
9. Sales Quotation and Order Analysis for B2B in Channel Management
Note that the two variations of hosting orders versus handover of shopping baskets to external shops are mutually exclusive. A combination of both processes
is not provided by SAP.
1.7.4 Lead and Opportunity Management with Channel Partners
You can use this business scenario to control your channel marketing and channel sales processes transparently. With this business scenario, you can
process and analyze leads, activities, opportunities and sales orders with your channel partners. This business scenario describes the individual processes
and also demonstrates the entire cycle, from first interest when a lead is created, through to pre-sales, when an opportunity is created, and finally to sales
order processing and analysis of the corresponding processes.
Prerequisites
• SAP CRM Master Guide on SAP Service Marketplace at service.sap.com/crm-inst
• Scenario & Process Component List on SAP Service Marketplace at service.sap.com/scl
Process
2. Lead Processing with Channel Partners
4. Opportunity Processing with Channel Partners
5. Opportunity Analysis in Partner Channel Management
8. Activity Analysis in Partner Channel Management
9. Sales Order Processing B2B in CRM Web Channel
10. Sales Funnel Analysis in Partner Channel Management
11. Sales Pipeline Analysis in Partner Channel Management
12. Pre-Sales Effort Analysis in Partner Channel Management
1.7.5 Market Development Funds
You can use this business scenario to more efficiently manage and distribute marketing funds to your channel partners and to increase the effectiveness of
your channel marketing expenditures.
Prerequisites
Process
1. Managing MDF Projects
2. Managing MDF Funds
3. Managing Channel Partner Hierarchies
4. Managing MDF Projects with Channel Partners
5. Managing MDF Budgets
6. Managing MDF Budget Expiration
7. Managing Accruals in MDF
8. Managing MDF Claims
9. Settlement in CRM
1.7.6 Channel Partner Management
Purpose
This business scenario helps you as the channel manager to work effectively with your channel partners.
● You have a complete view of your channel partners. You see who your partners are and where they come from. You also see the status of each partner,
the branch of industry in which they specialize, and who your partners’ customers are.
● Potential partners can apply to work as partners with you. You provide the respective registration forms on your Web site for this.
● Your partners can participate in a Web shop (Collaborative Showroom) hosted by you, meaning they do not need to have their own Web shop to be able to
sell your products on the Internet.
The channel partner management scenario enables you to:
● Obtain an overview of channel partners, their capabilities, and channel coverage
● Consistently and effectively recruit, prepare, and manage partners
● Reduce time and costs of channel administration
Prerequisites
Process Flow
The order of the processes below is not mandatory: You may be able to omit some processes based on your business needs, while you may need to carry out
others a number of times before proceeding to the next process.
1. Request for Channel Partner Registration
2. Channel Partner Processing
3. Channel Partner Qualification Processing
4. Sales Target Planning with Channel Partners
5. Partner Analysis in Channel Management
1.7.7 Quotation and Order Management for Business-on-Behalf
Using this business scenario, you can sell your products and services to end customers via your partner organizations, and you can create quotations and
orders in the system on behalf of end customers. Your channel partners can receive quotations for your products in the customer shop on behalf of end
customers, and they can also enter orders for your enterprise. A business deal thus takes place between your enterprise and the end customer. The partner
acts as an agent.
Prerequisites
Process
3. Quotation Processing on Behalf
4. Sales Order Processing on Behalf
5. Live Web Collaboration
6. Billing in ERP
8. Web Site Monitoring in CRM
9. Web Analysis in CRM
10. Sales Quotation and Order Analysis for Business-on-Behalf
More Information
Quotation and Order Management in SAP CRM Web Channel
1.7.8 Service Order Management with Channel Partners
You can use this business scenario to define the processes that are relevant to performing services, starting with the processing of a service order, continuing
with confirmation by the partner, right through to billing and warranty claim processing.
Prerequisites
Process
2. Service Resource Planning with Channel Partners
3. Service Confirmation Processing with Channel Partners
4. Billing in CRM
5. Warranty Claim Processing in CRM
1.8 SAP CRM for Industries
SAP Customer Relationship Management (SAP CRM) for industries provides you with functions that enable you to perform tasks in business scenarios
specific to service industries or manufacturing industries. SAP's generic CRM applications already address most of the CRM demands of many different
industries. However, some industries require additional product and service capabilities to suit their own requirements.
1.8.1 Public Sector
1.8.1.1 Management of Contracts in Call Center
You can use this business scenario to identify, create and manage customer contracts from the environment of a customer interaction center. Tolling
companies can use this business scenario in the SAP Electronic Toll Collection package, to simplify their processes for customer contract management.
Each of the processes delivered in this scenario contains useful features designed for use by interaction center agents, who deal with customers directly.
Prerequisites
Business Partner SAP Application Component Configuration
Tolling company SAP CRM 7.0 Use SAP Solution Manager.

SAP ECC 6.0; ERP EHP04
Process
1. Customer and Contract Identification
2. Creation of New Contracts and Business Agreements
3. Top-Up Processing
4. Customer Change Requests
5. Locking a Service
Result
You have used the business processes to successfully manage customer contract information.
More Information
For further information on the prerequisites for this scenario, see the configuration documentation for this scenario in Solution Manager, on the Configuration
tab page.
1.8.1.2 Constituent Services
Purpose
You can use constituent service functions with this business scenario that cover part of the SAP e-government solution. The functions facilitate the
transparent and effective data exchange of management processes between constituents and government agencies for several communication channels
(Internet, e-mail, telephone and so on).
Web-based services are especially suitable for simple services, such as requesting parking permits, changing address, and creating a business. The digital
signature option is the first step towards “paperless“ processing of requests.
The business scenario Constituent Services has the following system landscapes:
● SAP CRM represents the service head office and communication interface for the constituent. This is where the constituent data is entered, processed
and managed.
● The accounting processes are mapped in SAP Public Sector Collection and Disbursement (PSCD).
Process Flow
Creating a Web Request Using the Internet

If a constituent has Internet access, they can handle their entire request using this communication channel.
Prerequisites
You can implement this business scenario variant with different releases of the relevant application components. However, only certain combinations are valid.
● SAP Public Sector Master Guide on SAP Service Marketplace at service.sap.com/crm-inst
In this variant, the business processes run as follows:
1. Constituent Self-Service Registration
The constituent service-self registration enables the requester to authenticate themselves with their government agency using the Internet to use services
requiring registration. There are various ways of doing this. This ranges from simple registration processes for people and company employees to creating
constituents with automatic checks against master data that already exists (for example, in a resident registration system).
2. Constituent Service-Master Data Maintenance
Constituents can update their address or communication data themselves using the Internet, without any help from an agent.
3. Creating a Web Request
In contrast to procedures in which requests and forms are received by e-mail, printed and then processed further, the creation of requests with SAP CRM
is a fully integrated process. You can create a request using a request available in the Internet/intranet, known as Web Request. This can be accessed
using different communication channels.
The customer-specific form is easy to create thanks to the integrated development environment. The Web request saves user data, in other words, all
information that the requester or agent has entered in the form fields, as an XML document. This simplifies further processing in subsequent steps. Die
Layout-Information wird getrennt davon verwaltet.
4. Processing a Web Request
Once the form has been submitted successfully, the Workflow system determines the responsible agent and assigns them the Web request to be
processed. Since all request data is available in a structured form, it is possible to delegate as many process steps as you wish to SAP or external
systems. The view concept ensures that an agent can only display the data and entry fields of a request form relevant to them. The integrated status
management enables all involved to call the current processing status, irrespective of the communication channel.
5. Billing
Services usually have to be paid for. Price-relevant information is managed and processed in the SAP Internet Pricing and Configurator (SAP IPC). The
invoice creation and transfer to Financial Accounting occurs through billing in CRM.
An existing business agreement for the respective business partner is assigned to each transaction relevant to billing when business transactions are
processed in SAP CRM . The transaction can be billed on the basis of the information recorded here and the invoice transferred to SAP Public Sector
Collection and Disbursement (PSCD) . The open item is posted on the corresponding contract account of the business partner in accordance with the
selected business agreement. The automatic invoice creation and the integration with Accounting reduces the processing time and costs.
6. Online Constituent Account: Account Overview and Payment
The requester can pay the amount due using SAP Biller Direct through the Internet.
Creating a Web Request Using the Interaction Center

Alternatively, a constituent can request a service by phoning an interaction center instead of using the Internet.
Prerequisites
You can implement this business scenario variant with different releases of the relevant application components. However, only certain combinations are valid.
● SAP Public Sector Master Guide on SAP Service Marketplace at service.sap.com/crm-inst
In this variant, the business processes run as follows:
1. Creating a Web Request in the Interaction Center
2. Processing a Web Request
3. Billing
Result
The government agency service is requested by a constituent through a specific Web request using the Internet. Other communication channels are optional.
The request data and the subsequent processing steps of the request are entered directly in SAP CRM in a service order.
The product-related processing charges are updated automatically in the accounting system SAP for Public Sector and can be paid by the requester using
SAP Biller Direct . All processing steps, including the digital signature of a request, are entered online and therefore replace time-consuming written
communication.
See also:
The role for the agent constituent service is relevant for this business scenario.
1.8.1.3 Social Case Management

You can use this business scenario to execute the government agency processes used to apply for and approve social benefits for constituents. The aim of
this scenario is to enable caseworkers to effectively process cases using standardized and, if necessary, automated work processes.
Social Case Management can be used for all of the benefits that you, as a benefits provider or payer, wish to accommodate. Social Case Management
involves the structured execution of a sequence of processes and functions during case processing through to the case conclusion. You can flexibly adapt
various processes and functions to suit the benefit being applied for. There is a corresponding degree of flexibility in the design tools.
The scenario contains a number of functions, including:
Rule-Driven Automation
A fully-automated, rule-driven process flow combined with rule-based activity management aids caseworkers who are involved in routinely clear-cut
decision-making processes. Decisions that are not clear-cut can be routed to the appropriate caseworker by means of activity management.
Fast Entry
Applicants enter the application data online. Automatic checks make sure that the application form is completed correctly. This means that the
caseworker no longer has to spend time on data entry or correcting incomplete request data – activities associated with traditional paper-based
applications.
Constituent-Oriented Approach for Improved and Sustained Benefits
Since data is centrally available in electronic form, caseworkers from different departments help create a complete picture of the constituent and can
provide a benefit tailored to the constituent's individual circumstances.
Improved Quality of Decisions
The scenario produces more consistent and accurate decisions and makes it easy to trace how the benefit came to be granted.
Reduced Processing Time
The electronic capture of data, high level of automation, and accumulated availability of all relevant data reduce the time needed to process a case.
Fraud Prevention
Data integrity and versatile analysis functions make benefits abuse more difficult and help detect it.
Rapid Adjustment
In the event of legal changes, the scenario enables benefits to be adjusted quickly or new social benefits to be added. You can also make the
adjustments ahead of future changes.
Prerequisites
Industry Solution Master Guide – SAP for Public Sector on SAP Service Marketplace at service.sap.com/instguides
Process
1. Social Application Processing
You can only use this process if you have activated the business function Social Services - Benefit Calculation (CRM_IPS_4S_1).
2. Social Service Plan Processing
3. Social Deduction Plan Processing
Result
After the Social Case Management scenario has been executed end to end the follow up business scenario Financial Management will be executed.
1.8.1.4 Grants Management - Grantor
Purpose
The Grantor Management solution is designed to meet the requirements of public sector organizations that fund grant programs.
Prerequisites
Grantor Program Manager CRM 2007 Use SAP Solution Manager
Process Flow
The business process flow is as follows:
· Managing Grantor Programs
· Processing Grant Applications
· Assessing Grant Applications
· Grantor Agreement Processing
· Grantor Claim Processing
· Grantor Change Request Processing
· Grantor Accounting Processing (PSCD)
· Grantor Accounting Processing (AP/AR)
· Grant Monitoring
· Grantor Analysis
· Year-End Processing for Grantor Management
...
Financial Customer Care for Public Sector
Use
With this Business Scenario, you can identify constituents or companies (for example, taxpayers, requesters, and so on) from their personal details or
information on their account or contract object in the Interaction Center in SAP CRM. After identification, you can grant the constituent/company access to
information on the following transactions or documents through the Interaction Center agents.
· Account balance dependent on account or contract object
· Dunning notices that the taxpayer or requester has received
· Due date and dunning notice of inbound correspondences (for example, tax returns) that must be submitted.
· Payments that were made by the taxpayer
In addition to these information functions, the Interaction Center agent can also execute the following transactions for the taxpayer or requester:
· Make payments
· Issue credit memos
· Reverse dunning notices
· Defer items
· Process inbound correspondence and their dunning notices
The integration of Public Sector Contract Accounting also enables the generation of call lists for overdue receivables or inbound correspondence. The
Interaction Center agent can also be supported by alerts and interactive scripts.
Prerequisites
· SAP for Public Sector Master Guide on SAP Service Marketplace at http://service.sap.com/instguides
· Scenario & Process Component List on SAP Service Marketplace at http://service.service.sap.com/scl
Process Flow
1. Managing Financial Inquiries in Interaction Center for Public Sector
2. Managing Deferrals and Installment Plans in the Interaction Center
3. Entering Payment Authorizations in Interaction Center
4. Managing Processing Locks in Interaction Center
5. Managing Inbound Correspondence
6. Managing Disputes in Interaction Center
1.8.2 Public Security
1.8.2.1 Identity Management and Resolution
Purpose
You can use this business scenario to identify, register, authenticate and validate individuals. This provides you with a major capability in the fight against
crime and in upholding public security and safety. The scenario also makes a significant contribution towards modernizing government administrations, and the
services (processing of requests) it delivers to citizens.
Identity management and resolution improves the way in which authorities perform operational processing of individuals by using the following techniques:
· Integrated cross-authority citizen registration
· End-to-end process-based identity entry and identification of persons using a band width of administrative data
· Support for and integration of additional applications, such as biometric methods and electronic card processing
Prerequisites
· Industry Solution Master Guide – SAP for Public Services on SAP Service Marketplace at service.sap.com/instguides
A Solution Manager Template Project is available to you for this business scenario. This document template contains sample configurations
that you can use to represent processes in this scenario. For more information, see SAP Note 1101353.
Process Flow
1. Identity Management:
2. Identity Resolution:
Result
The result of this business scenario is the organization of identities of individuals and the entry and identification of unknown persons/organizations.
Data that is entered in Identity Management is used as the basis for investigative work conducted by authorities and organizations that are tasked with
security-related issues. However, it can also be used for services provided to citizens, such as applying for social benefits.
1.8.2.2 Investigation Processing
Purpose
This business scenario supports intelligence and law enforcement authorities during their security-related investigative activities.
Police presence and police checks constitute a complex multi-faceted service, in which conflicts often arise. The policing role involves specialist tasks, such
as upholding public safety, preventing, investigating and resolving criminal acts or involvement in critical situations. The implementation of these specialist
tasks demands an efficient system-based set of operation and information functions.
The processes incorporated in this business scenario enable you to implement all of the complex requirements associated with investigation activities in the
system. The following processes and functions are available to you:
● Processing of incidents into leads and coordination of police activities
● Initialization, prioritization and categorization of cases on the basis of incoming calls or leads that are entered in the system
● Management of electronic records and files
● Complete evaluation and transparency of data entered in the system
Prerequisites
● Industry Solution Master Guide – SAP for Public Services on SAP Service Marketplace at service.sap.com/instguides
Process Flow
The business process takes place as follows:
1. Instigation / First Response
2. Initial Investigation
3. Further Investigation
4. Case Finalization
In certain cases, you do not need to perform all four business processes for the process flow. For example, a straightforward criminal act can be concluded
directly after the Initial Investigation business process, or the Further Investigation business process can be accessed directly when a serious crime is
processed.
Result
The result of this business scenario is complete transaction processing of an investigative case. Cases passed to the prosecuting attorney's office are
transferred in a prepared format.
1.8.2.3 Operations and Resource Management
This business scenario supports law enforcement and intelligence authorities with the following processes:
Managing major crimes
Managing major events
Investigating large and complex crimes and managing major events usually requires:
Project-like (investigation or operation) structures
Various resources from different units
These processes support capability-based resource planning and scheduling based on a pre-planned operations template or on an ad hoc basis via the
integration with Collaboration Project (cProjects) and with SAP for Defense Forces & Public Security (DFPS).
Project templates can be stored in cProjects to ease the planning of such investigations. You open the template and adapt it to the needs of the current
operation by entering the operation name, the start and end dates, the operation type, and the operation planner.
In DFPS, you can create organization structures and use these as templates for the resources needed for a particular kind of operation. You simply open the
template and adapt it to the needs of your current operation (operation name, operation description, start and end dates, maximum headcount, superior
organization, operation task, operation category, and operation planner position).
Prerequisites
Industry Solution Master Guide – SAP for Public Services on SAP Service Marketplace at service.sap.com/instguides
Process
Managing Major Crimes
Result
The final steps of the investigation or the event can be conducted and the case can be closed (Case Finalization).
1.8.3 Telecommunications
Sales & Order Management in Call Center
Purpose
In this business scenario, you can sell telecommunications services and the industry's usual product bundle of services and goods through your call center.
You give your call center agents simple and efficient access to telecommunications products and end customer contracts when they handle incoming and
outgoing calls.
All customer contract data is stored in order management together with the telecommunications-specific product and connection information, so that the agent
has a detailed overview of the end customer and the services they use. In addition to sales of telecommunications products, the scenario also supports
change processes for existing telecommunications contracts, for example to lock or unlock services.
This business scenario contains a comprehensive package of business processes designed to cover the specific requirements of a call center, and that
encompass the entire life cycle of a telecommunications contract from sales onward.
Order management covers the relevant business processes required for the complete execution of customer orders by the call center:
● Modeling of telecommunications-specific products and product bundles
● Entry of customer data
● Order entry and product configuration
● Credit Management integration
● Breaking down the order into its individual elements
● Service activation
● Resource and installation management
● Data transfer to downstream systems (for example, billing systems)
● Status monitoring
Contract management covers all the relevant change processes for existing contracts and contains a wide range of customer care functions for dealers and
points of sale:
● Customer contract overview
● Entry of change orders (for example, contract extension, upselling and downselling, configuration changes)
● Contract update
● Changes to customer master data
● Contract cancellation
● Setting and removing locks
SAP NetWeaver provides functions for coordinating an order across different systems. Order control provides seamless integration in all subsequent systems.
Sales and order management supports end-to-end control and monitoring of orders during all execution steps and provides transparency during the entire order
life cycle.
Prerequisites
You can implement this business scenario with various releases of the respective application component. However, not every combination is possible. For
more information, see the following:
● SAP for Telecommunications Master Guide on the SAP Service Marketplace at service.sap.com/instguides
● Scenario & Process Component List on the SAP Service Marketplace at service.sap.com/scl
Process Flow
The business processes are executed as follows in SAP CRM:
1. Product Structure Management in CRM
2. Product Structure Management Based on BOM
4. Order Capturing in the Call Center
5. Displaying the Credit Risk Rating
6. Executing Credit Checks
7. Credit Exposure Update for Provider Orders
8. Customer and Contract Identification
9. Entering Contract Changes
10. Customer Lock and Unlock of Service
11. Financial Lock and Unlock of Service in CRM
12. Order Processing and Monitoring
Sales & Order Management in Web Channel
Purpose
In this business scenario, you can sell telecommunications services and the industry's usual product bundle of services and goods to end customers on the
Internet directly and independently of store opening hours and point of sale availability.
All customer contract data is stored in sales and order management together with the telecommunications-specific product and connection information, which
provides you with a detailed overview of the end customer and the services they use. You can use modeling tools to model your telecommunications services
and to create and change custom product bundles comprising services and physical products.
Order management covers the relevant business processes required for the complete execution of customer orders using the Internet:
· Modeling of telecommunications-specific products and product bundles
· Direct entry of customer data by the end customer
· Direct interactive product configuration by the end customer
· Direct order entry by the end customer
· Credit Management integration
· Breaking down the order into its individual elements
· Service activation
· Resource and installation management
· Data transfer to downstream systems (for example, billing systems)
· Direct status monitoring by the end customer
Order management supports complete control and monitoring of orders during all execution steps and provides transparency during the entire order life cycle.
Prerequisites
further information, see
· SAP for Telecommunications Master Guide on the SAP Service Marketplace at service.sap.com/instguides
· Scenario & Process Component List on the SAP Service Marketplace at service.sap.com/scl
Process Flow
2. Product Structure Management Based on BOM
5. Interactive Configuration
6. Sales Order Processing B2C for Service Providers in CRM Web Channel
Credit Risk and Collections Management
Purpose
In this business scenario, you can segment your customers according to their risk, control and continually monitor sales and service processes, and respond
immediately when exceptional situations arise. The scenario takes account of business rules, the customer history, the collection specialist's skills and
responsibilities, and the capacity available, all of which contributes to the flexibility of your customer processing in Collections Management.
Collection specialists have a detailed overview of their customers and access to all the necessary tools and functions for the necessary measures. Heads of
department can track the progress of Collections Management at all times and, if necessary, take action.
Prerequisites
Process Flow
1. Customer Segmentation
2. Credit Exposure and Payment Behavior Summary Update (FI-CA)
3. Determination and Execution of Collection Activities
4. Managing Collection Worklists
5. Processing Collection Work Items
7. Managing Deferrals and Installment Plans in Interaction Center
8. Processing Promises to Pay in Interaction Center
9. Interacting with External Collection Agencies
Financial Customer Care and Dispute Management
Purpose
You can use this business scenario to execute the following functions in the Interaction Center in SAP CRM:
You want an Interaction Center agent to provide customers of your telecommunications company with information about the following transactions or
documents:
● Bills that the customer has received
● Customer's account balance
● Dunning notices that the customer has received
● Payments made by the customer
In addition to these information functions, the Interaction Center agent can also execute the following transactions for customers:
● Change payment data and enter payment authorizations
● Make payments
● Create and process dispute cases
● Create credit memos and adjustment requests
● Cancel dunning
● Create processing locks
Process Flow
1. Processing Account Inquiries in Interaction Center
2. Processing Invoice Inquiries in Interaction Center
4. Processing Credits in Interaction Center
7. Processing Adjustment Requests in Interaction Center
Sales and Order Management in Dealer Channel
Purpose
In this business scenario, you can sell telecommunications services and the industry's typical product bundle of services and goods using the indirect sales
channel. You provide independent dealers or your own point-of-sales with a simple and effective means of selling your products.
All customer contract data is stored in sales and order management for dealers together with the telecommunications-specific product and connection
information, which provides you with a comprehensive overview of the end customer and the services they use. You can use modeling tools to model your
telecommunications services and create or modify configurable products.
Order management covers the relevant business processes required for the complete execution of sales orders by the indirect sales channel:
● Modeling of telecommunications-specific products and product bundles
● Entry of customer data
● Order entry and product configuration
● Breaking down the order into its individual elements
● Resource and installation management
Order management supports complete control and monitoring of orders.
Prerequisites
● SAP for Telecommunications Master Guide in SAP Service Marketplace at service.sap.com/instguides
● Scenario & Process Component List in the SAP Service Marketplace at service.sap.com/scl
Process Flow
2. Product Structure Management based on BOM
4. Order Capturing by Dealer
5. Displaying the Credit Risk Rating
1.8.3.6 Dealer Operations Management
Purpose
You can use this business scenario to interact with your dealers via an integrated web-based platform. You provide your dealers with comprehensive
information, analysis functions and applications that they require for operational business transaction processing via an Internet portal. You can use this
platform to significantly improve collaboration between your channel manager and the dealers. You use this business scenario to increase the transparency of
all business transactions for the indirect distribution channel and points of sales (PoS, shop business) and to increase dealer involvement in business
processes.
This business scenario covers various functions from the sales and marketing area, such as pricing and contract management, guided selling, product
configuration, catalog and content management and management of collaterals (such as brochures). This business scenario also supports the Service und
Support area.
Prerequisites
● SAP for Telecommunications Master Guide on SAP Service Marketplace at service.sap.com/instguides
Process Flow
2. Sales Order Processing B2B in CRM Web Channel
5. FI-AR: Electronic Bill Presentment and Payment
6. Self-Service Support Through FAQ and Solution Search
7. Account Analysis in Channel Management
1.8.3.7 Customer Field Service Management
Purpose
You can use this business scenario to cover the entire services area from generation and editing of the service order, through resource planning and
assignment of orders to employees using Personal Digital Assistants (PDAs). Employee transactions through to confirmation of the service order.
Once the service order has been entered in SAP CRM and contains sales items, the system transfers all relevant data from the service order to SAP R/3,
where the logistical sub-processes, such as delivery of sales items in the service item, take place.
Customer Field Service Management enables your resource planners to define an optimum schedule for field service technicians so that they can execute the
work order for customer installations and repairs efficiently. Your resource planner contains an overview of the status of work order processing.
The service technician can use a PDA to obtain location and time-dependent access to the information and functions they require to perform their daily tasks:
• Access assigned orders, accept or reject the assigned orders
• Confirm fulfilled orders, such as working time required and replacement parts used
• Confirm attendance and absence
Your service technician can manage the orders and tasks they are assigned efficiently, and has access to central information on products and customers
without having to be permanently logged on to the system.
Prerequisites
● SAP for Telecommunications Master Guide on SAP Service Marketplace at service.sap.com/instguides
Process Flow
3. Service Confirmation Processing With CRM Mobile Service
4. Service Order Processing With CRM Mobile Service
1.8.4 Utilities
1.8.4.1 Customer Service in the Interaction Center
Purpose
You can use this business scenario to map typical transactions for the call center of a vertically-integrated utility company. These transactions include
multiple variants of the move-in/out process, meter reading, as well as inquiries regarding billing, costs, and other process related to managing customers or
master data. The processes described here are specific for call centers, however, variants of the processes are also available via other channels.
Other scenarios relevant for call centers are:
IC Marketing
IC Sales with CRM Sales Order
IC Sales with ERP Sales Order
IC Service
IC Management
Prerequisites
Business Partner mySAP Application Components Customizing and Configuration
Supplier ● SAP CRM 2006s/2 – Interaction Center Use SAP Solution Manager.
Web Client
● SAP ERP 6.0 Enhancement Package 2
Process Flow
2. Identifying Account for Utility Service Processes
3. Processing Account and Business Agreement Datas
4. Changing the Service Location
5. Customer Data Overviews
6. Processing Move-Ins
7. Processing Move-In/Out for Accounts
8. Processing Move-In/Out for Premises
9. Move-Out Processings
10. Meter Reading Entrys
11. Changing the Budget Billing Plan
12. Processing the Payment Plans
13. Bill Information and Bill Corrections
14. Managing Inquiries in the Interaction Centers
15. Managing Credit Memos in the Interaction Centers
16. Entering Payment Authorizations in the Interaction Centers
17. Managing Business Locks in the Interaction Center
18. Malfunction/Service Notifications
19. Managing Complaints in the Interaction Center
20. IT Help Desk
21. Analyzing Bills
Enhanced Customer Service and Sales Processes in the IC
Purpose
You can use this business scenario to map typical transactions for the call center of a vertically-integrated utility company. These transactions include
multiple variants of the move-in/out process, meter reading, as well as inquiries regarding billing, costs, and other process related to managing customers or
master data. The processes described here are specific for call centers, however, variants of the processes are also available via other channels.
This business scenario includes and enhances the Customer Service in the Interaction Center scenario of a traditional utility company. These enhancements
allow utility companies to react to the challenges resulting from the deregulation of the energy market.
Prerequisites
Business Partner SAP Application Component Customizing and Configuration
Supplier ● SAP CRM 2006s/2 – Interaction Center Use SAP Solution Manager.
Web Client
● SAP ERP 6.0 Enhancement Package 2
Process Flow
2. Identifying Account for Utility Service Processes
3. Processing Account and Business Agreement Data
4. Managing Service Locations
5. Utility Product Proposal in the Interaction Center
6. Customer Data Overview (Including Service Locations, Contracts)
7. Displaying Credit Risk Ratings
8. Managing Utility Contracts in the Interaction Center
9. Managing Utility Quotations in the Interaction Center
10. Entering Meter Readings
11. Changing the Budget Billing Plan
12. Processing the Payment Plan
13. Bill Information/Bill Correction
14. Managing Inquiries in the Interaction Center
15. Managing Credit Memos in the Interaction Center
16. Entering Payment Authorizations in the Interaction Center
17. Managing Business Locks in the Interaction Center
18. Malfunction/Service Notification
19. Managing Complaints in the Interaction Center
20. IT Help Desk
21. Analyzing Bills
Sales Management for Commercial and Industrial Customers
Purpose
You can use this business scenario in a utility company to map the entire life cycle of utility contracts for commercial and industrial customers from marketing
and sales through conclusion of contracts to contract billing. The scenario covers the following areas:
● Customer acquisition
● Quotation processing including price calculation via an external interface (with the option of individual price determination).
● Contract conclusion with market communication
● Billing of contracts including master agreements
● Contract change processes
● Maintenance of customer relationships
The point of delivery set allows you to process multiple contracts at the same time.
You can use this scenario in regulated and deregulated markets. For this reason, the customer group for commercial and industrial customers is in the
foreground. This customer group generally requires particular attention from employees of the utility company (such as the key account manager).
Prerequisites
Key account manager in utility company SAP CRM 2007 Use SAP Solution Manager.
Customer SAP ERP Release 6.0 Enhancement Package 2
SAP NetWeaver 7.0 –BI
Process Flow
For this variant, the business processes run as follows:
4. Utility Quotation Processing in CRM WebClient UI
5. Utility Contract Processing in CRM WebClient UI
7. Utility Contract Analysis
1.8.5 Contract Accounts Receivable and Payable (FI-CAX)
Credit Risk and Collections Management
Purpose
In this business scenario, you can segment your customers according to their risk, control and continually monitor sales and service processes, and respond
immediately when exceptional situations arise. The scenario takes account of business rules, the customer history, the collection specialist's skills and
responsibilities, and the capacity available, all of which contributes to the flexibility of your customer processing in Collections Management.
Collection specialists have a detailed overview of their customers and access to all the necessary tools and functions for the necessary measures. Heads of
department can track the progress of Collections Management at all times and, if necessary, take action.
Prerequisites
Process Flow
1. Customer Segmentation
2. Credit Exposure and Payment Behavior Summary Update (FI-CA)
3. Determination and Execution of Collection Activities
4. Managing Collection Worklists
5. Processing Collection Work Items
7. Managing Deferrals and Installment Plans in Interaction Center
8. Processing Promises to Pay in Interaction Center
9. Interacting with External Collection Agencies
Financial Customer Care and Dispute Management
Purpose
You can use this business scenario to execute the following functions in the Interaction Center in SAP CRM:
You want an Interaction Center agent to provide customers of your telecommunications company with information about the following transactions or
documents:
● Bills that the customer has received
● Customer's account balance
● Dunning notices that the customer has received
● Payments made by the customer
In addition to these information functions, the Interaction Center agent can also execute the following transactions for customers:
● Change payment data and enter payment authorizations
● Make payments
● Create and process dispute cases
● Create credit memos and adjustment requests
● Cancel dunning
● Create processing locks
Process Flow
1. Processing Account Inquiries in Interaction Center
2. Processing Invoice Inquiries in Interaction Center
4. Processing Credits in Interaction Center
7. Processing Adjustment Requests in Interaction Center
1.8.6 Financial Services
1.8.6.1 Account Origination
Purpose
You can use this business scenario to integrate SAP CRM as the front office with central software applications for banking or insurance as the back office.
The scenario covers business processes that are commonly used in the financial services sector. SAP provides sample content for the most frequently used
business processes in loan origination.
The scenario starts with a customer inquiry about a financial service product offered by a financial service provider. This is followed by an analysis of the
customer data and requirements, the calculation and creation of customer-specific quotations, underwriting, risk assessment and validation, as well as
aspects of closure and funding.
The process ends when both parties have signed the contract.
Prerequisites
● Customer relationship manager Required components: SAP Solution Manager

● System ● SAP CRM 7.0
● Rating agency ● SAP NetWeaver 2004s (XI 7.0)
Optional components:
● Contract system *)
*) The Account Origination business scenario requires at least one system for the operational management of contracts. Depending on the contract category
(such as loan contract, collateral agreement, or insurance policy), other functions may be required in addition to simple contract management (validation and
calculation, for example).
Process Flow
The business processes flow as follows:
1. Analysis of Customer Data and Requirements
2. Calculation and Creation of Customer-Specific Quotations
3. Underwriting, Risk Assessment, and Validation
4. Closure and Funding
Result
You have entered the following data centrally:
● Customer master data
● Financing conditions
● Collateral data
● Contract data
The system has distributed the data to the corresponding data management systems.
1.8.6.2 Lease Operations
Lessors can use this business scenario to map all their business processes in leasing and product financing companies. The business scenario supports all
stages in the product financing life cycle: from quotation management or the creation of multiple-asset contracts to operational contract management, and from
the processing of service provider relationships to end-of-lease processing. Lease Operations meets international requirements as it supports multiple
languages and multiple currencies, and allows the use of local and international accounting principles in parallel.
Prerequisites
Application Components
You can implement this business scenario with the following application components:
SAP CRM 7.0 with SAP enhancement package for SAP CRM 7.0 (CRM Application Server ABAP)
SAP ECC 6.0 with SAP enhancement package 5 for SAP ERP 6.0
SAP NetWeaver 7.0 with SAP enhancement package 2 for SAP NetWeaver 7.0
For more information, see SAP Service Marketplace:
SAP for Banking Master Guide at service.sap.com/instguides
Scenario & Process Component List at service.sap.com/scl
Business Function
The business transaction Multiple-Asset Contract and the functions Payment Schedule Billing and Performance-Optimized Pricing are part of the business
function Performance Improvements (CRM_FS_PERF_1). If you want to use this business transaction and these functions, you have to activate the business
function Performance Improvements .
Process
1. a. Processing of Lease Quotations
b. Processing of Multiple-Asset Contracts
2. Finalizing of Lease Contract
3. Accounting
4. Service Product Settlement
5. Billing and Invoicing in Leasing
6. Lease Contract Management
7. Floating Rate Adjustment
8. a. Processing at Contract End Without Options
b. Processing at Contract End with Options
c. Termination Quotation with Payment
9. Remarketing
1.8.7 Media
1.8.7.1 Rights Inventory Management
Purpose
You use this business scenario to manage the rights owned for Intellectual Property at your media company. You can view important information, such as
Status, Availability and Restrictions , for all Intellectual Property rights, which provides you with a complete overview of all old and new rights in your media
company. Inventory management also saves data on sales rights, provisional contracts, and rights that are still to be negotiated. It is also possible to check
rights availability and to display details on contracts and business partners.
Prerequisites
Media Company SAP CRM 5.0 Use the SAP Solution Manager .
Process Flow
1. IP Master Data Processing
2. Rights Availability Analysis
3. Window Management
Content Acquisition and Rights Management
Purpose
A broadcasting company acquires rights and services from rights holders and licensors to produce and broadcast new programs. You can use this business
scenario to manage the corresponding rights acquisition contracts. Contract requirements and conditions can range from flat fees to complex license
agreements, which are based on actual rights usage and can be recouped against advances.
Rights objects such as programs, sequences or underlying rights (script), can be managed in the rights owned as IP master data. A comprehensive analysis
of rights availability and an optimization of rights usage can be performed on the basis of this data. Event-related royalties and license payments can be
settled automatically on the basis of the exploitation frequency (such as the number of runs).
Prerequisites
Broadcasting company SAP CRM 5.0; Use the SAP Solution Manager .
SAP ECC 6.0 with Plug-In 2005.1;
SAP ECC Industry Extension 6.0;
SAP NETWEAVER 2004S
Process Flow
1. Case Processing in CRM
2. License Acquisition - Contract Management
6. Event Planning
7. Event Confirmation
8. Rights Usage Analysis
9. Outgoing Royalties Settlement
License Acquis. Outgoing Royalties Settlement for Entertainment
Purpose
You use this business scenario to represent and control business processes that involve the acquisition of rights to Intellectual Property, the acquisition of
services to create Intellectual Property, and the settlement of royalties payments to rights holders or service providers. You can also use this business
scenario to manage business relationships with rights holders, licensors and service providers (actors, authors and so on).
The life cycle of an Intellectual Property (IP) is reflected in the following areas:
Contract Administration
License Acquisition and Outgoing Royalties Settlement supports contract and relationship management with business partners such as licensors, actors
and authors. The system supports a central view of all business partners, master data and roles in a company.These can be recorded and configured in
different contracts. License Acquisition and Outgoing Royalties Settlement provides flexible management tools for various types of Intellectual Property or
Intellectual Property rights. The system supports the use of various parameters, such as Market , Language or Territory, to describe and categorize
Intellectual Property rights.
Rights Inventory
Important information, such as Status, Availability and Restrictions , can be viewed for all Intellectual Property rights, which provides you with a complete
overview of all old and new rights in your media company. Inventory management also saves data on sales rights, provisional contracts, and rights that are
still to be negotiated. It is also possible to check rights availability and to display details on contracts and business partners.
License Settlement
License Acquisition and Outgoing Royalties Settlement calculates the proportion of payments due using flexible rule-controlled procedures and handles
payments to the rights holder taking advances or unrecoverable receivables into account. License settlement documents are generated on a regular basis
automatically. However, they can also be triggered by events or defined milestones. Data from the product sale can be made available as the basis for
settlement of outgoing royalties via an interface.
Prerequisites
Media Company SAP CRM 5.0; Use the SAP Solution Manager .
SAP ECC Industry Extension 6.0; SAP NETWEAVER
2004S
Process Flow
2. License Acquisition - Contract Processing
3. Rights Clearance
5. Accounts Payable Accounting/Payables Management
6. License Acquisition - Contract Analysis
License Sales and Incoming Royalties Billing for Entertainment
Purpose
You can use this business scenario to represent and control business processes that cover the entire value creation chain from the sale of licenses and rights
through billing of license revenues, revenue recognition, and update in the profitability analysis and BW reporting for an Intellectual Property. You can also
manage business partner relationships with partners and customers (licensees).
The life cycle of an Intellectual Property (IP) is reflected in the following areas:
Contract Administration
License Sales and Incoming Royalties Billing supports contract and relationship management with licensees and additional involved business partners in
different roles (such as payer, ship-to party, contact person, etc.). The contract administration functions can be used to create and update contracts with
various types of rights and license agreements. The system supports the use of various parameters, such as Market , Language or Territory, to describe
and categorize Intellectual Property rights.
Rights Inventory
Rights, Licenses and Product Sales

Since License Sales and Incoming Royalties Billing is integrated with mySAP CRM , the solution can also be used for sales cycle management. All
customer contacts, regardless of whether these are telephone calls, Internet contact, or face-to-face conversations can be coordinated across the areas of
marketing, sales and service.
Settlement of Incoming Royalties

License Sales and Incoming Royalties Billing can be used for all central processes associated with license settlement, from invoice creation and receipt of
customer payments, entry of information in the customer system through license payments to the rights owner. License Sales and Incoming Royalties Billing
calculates the proportion of payments due using flexible rule-controlled procedures and handles payments from licensees taking advances and minimum
guarantees into account. License settlement documents are generated on a regular basis automatically. However, they can also be triggered by events or
defined milestones.
Analysis
All sales data is made available in the SAP Business Information Warehouse for evaluation purposes.
Prerequisites
Media Company SAP CRM 5.0; Use the SAP Solution Manager .
2004S
Process Flow
The business processes are run as follows:
3. License Sales - Contract Processing
4. License Usage Confirmation
5. Incoming Royalties Billing
6. Accounts Receivable Accounting/Receivables Management
7. Contract Revision
8. License Sales - Contract Analysis
9. By Title License Sales Contract Reporting
License Sales and Merchandizing for Broadcasting
Purpose
You use this business scenario to map business relationships between your company and your licensees. This covers the entire license sales process from
contract negotiations through collection of license fees (incoming royalties). The system can then take your license revenue into account automatically when
calculating license payments to your licensors (outgoing royalties).
The scenario reduces manual processing of contracts and ensures that license business is settled correctly.
Prerequisites
Broadcasting company SAP CRM 5.0; Use the SAP Solution Manager.
SAP ECC Industry Extension 6.0;
SAP NETWEAVER 2004S
Process Flow
3. License Sales – Contract Processing
5. Content Availability Check
Result
You can calculate license fees for your licensors based on the results of license settlement with your licensees.
1.8.7.6 License Sales for PCP
Purpose
You use this business scenario to manage business relationships between book and special interest publishers and their licensees. In particular, you can use
the scenario to map sales of content-related rights for third party exploitation, license revenue billing, and license sales analyses.
License Sales for PCP is integrated with the following SAP solutions:
● Mapping of the life cycle of a right or intellectual property (IP) from management of rights owned and represented through purchasing and exploitation.
● Integration of licensee in business partner relationship management.
The following objects play a central role in this scenario:
Licensee
The system supports a central view of all business partners, master data, and roles. Because business transactions, sales activities, and analyses are fully
integrated, you can access and process all data on your sales activities and contact persons quickly and easily. Since License Sales for PCP is integrated
with mySAP CRM , the solution can also be used for sales cycle management. All customer contacts, regardless of whether these are telephone calls,
Internet contact, or face-to-face conversations can be coordinated across the areas of marketing, sales and service.
License Contracts
License Sales for PCP supports contract and relationship management with licensees and additional involved business partners in different roles (such as
payer, ship-to party, contact person, etc.). The contract administration functions can be used to create and update contracts with various types of rights and
license agreements. The system supports the use of various parameters, such as Market , Language or Territory, to describe and categorize Intellectual
Property rights.
Rights
License Settlements
License Sales for PCP can be used to carry out all the important processes in license settlement, from invoicing and incoming customer payments through
entering data in the customer system. License Sales for PCP calculates the proportion of payments due using flexible rule-controlled procedures and handles
payments from licensees taking advances and minimum guarantees into account. License settlement documents are generated on a regular basis
automatically. However, they can also be triggered by events or defined milestones.
Prerequisites
Media Company SAP CRM 5.0; Use SAP Solution Manager.

2004S
Process Flow
4. License Sales -Contract Processing
9. Accounts Receivable Accounting/Receivables Management
Product Sales and Distribution for Entertainment
Purpose
You use this business scenario to manage the sale of media products in your media company. The scenario covers the entire process chain from business
partner administration through order processing, billing and shipping, and analysis in the SAP Business Information Warehouse.
Integration with the Business Scenario License Acquisition and Outgoing Royalties Settlement for Entertainment
Revenues derived from product sales are also taken into account in the settlement of license fees and royalties payments to rights holders. The system
provides an interface for transferring the revenue directly to the License Acquisition and Outgoing Royalties for Entertainment business scenario.
Integration with the Business Scenario Title Lifecycle Planning, Forecasting, and Analysis
Expenses and revenue have implications for the profitability of a title. To calculate this profitability, you can have the system valuate the financial effects of all
the processes in product sales on each title. The settings and enhancements you need to make to use this function (in particular, in Financial Accounting FI-
SPL and Profitability Accounting CO-PA) are described in the Solution Manager.
Prerequisites
Licensor SAP R/3 4.7 with Plug-In 1.2003; Use SAP Solution Manager .
Customer SAP Media 4.71
BI Content 3.3 Add-On
Process Flow
The business processes are run as follows:
2. Standard Sales Order Processing in ERP
3. Billing in ERP
5. Customer Returns in ERP - Basic Processing
6. By Title Product Sales Analysis
1.8.7.8 Author Relationship Management
Purpose
You use this business scenario to manage business relationships between book and special interest publishers and their authors and further licensors. In
particular, you can use it to map purchases of content-related rights for in-house and third party exploitation, and royalty settlement for licensors.
Author Relationship Management is integrated with the following SAP solutions:
● Mapping of the life cycle of a right or intellectual property (IP) from management of rights owned and represented through purchasing and exploitation.
● Integration of authors and licensors in business partner relationship management.
The following objects play a central role in this scenario:
Authors and Further Licensors

The system supports a central view of all business partners, master data, and roles. Because business transactions, sales activities, and analyses are fully
integrated, you can access and process all data on your authors quickly and easily.
Fee Contracts
Author Relationship Management supports management of contracts and relationships with business partners, such as authors. These relationships can be
recorded and configured in different contracts. Author Relationship Management provides flexible management tools for various types of Intellectual Property
or Intellectual Property rights. The system supports the use of various parameters, such as Market , Language or Territory, to describe and categorize
Intellectual Property rights.
Rights
overview of all old and new rights in your book or specialist interest publishing company. Inventory management also saves data on sales rights, provisional
contracts, and rights that are still to be negotiated. It is also possible to check rights availability and to display details on contracts and business partners.
Royalties Settlements
Author Relationship Management calculates the share of due payments using flexible rule-controlled processes and makes payments to authors and further
licensors, taking advance payments into account. License settlement documents are generated on a regular basis automatically. However, they can also be
triggered by events or defined milestones. Data from the product sale can be made available as the basis for settlement of outgoing royalties via an interface.
Prerequisites
Media Company SAP CRM 5.0; Use the SAP Solution Manager.
2004S
Process Flow
4. License Acquisition - Contract Processing
5. Rights Clearance
7. Accounts Payable Accounting/Payables Management
8. License Acquisition - Contract Analysis
1.8.8 Consumer Products
1.8.8.1 SAP Brand Management
Purpose
You can use this business scenario to strategize, plan, budget, create, collaborate, communicate, execute, settle and evaluate your brands, while also
providing support in the form of monitoring and tracking.
Prerequisites
Business Partner SAP Application Component (Minimum Release) Configuration
Vendor SAP CRM 5.0 Use the SAP Solution Manager .

SAP ECC 6.0
SAP NetWeaver 2004s
SAP xPD 1.0
SAP xRPM 2.0 (optional)
SAP SRM 5.0 (optional)
SAP cProject Suite 3.10 (optional)
Process Flow
1. Strategy Development
a. Brand Management Analytics
b. Idea and Concept Management (optional)
c. Strategic Portfolio Management (optional)
d. Strategy Management
e. Project Planning with cProjects (optional)
f. Project Execution with cProjects (optional)
2. Annual Planning
a. Brand Management Analytics
b. Idea and Concept Management
c. Strategic Portfolio Management (optional)
d. Brand Planning
e. Project Planning with cProjects (optional)
f. Project Execution with cProjects (optional)
3. Creative Development
a. Idea and Concept Management
b. Strategic Portfolio Management (optional)
c. Digital Asset Management
d. Marketing Planning and Budgeting
e. Scenario Planning
f. Project Planning with cProjects (optional)
g. Project Execution with cProjects (optional)
4. Execution, Fulfillment and Distribution
a. Campaign Execution in CRM
b. Brand Management Analytics
c. Strategic Portfolio Management
d. Project Planning with cProjects (optional)
e. Project Execution with cProjects (optional)
f. Digital Asset Management
5. Brand Management Analytics
See also:
For this business scenario, the Role for the Brand Manager is relevant.
The following information might also be of interest for the implementation of this business scenario:
· Additional Information: Digital Asset Management
· Additional Information: SAP xPD
· Additional Information: SAP xRPM
1.8.9 High Tech
1.8.9.1 Channel Sales Management for High Tech
A High Tech brand owner's products reach the end customers through a network of intermediaries or partners. Your business may rely entirely on the
efficiency of these intermediaries to beat the competition and establish your products in the market, to ensure a continuous supply of your products at all
points in the distribution chain with minimum stocking costs, gather and pass on market intelligence on the products the market may want in future, and so on.
The Channel Sales Management for High Tech business scenario enables you to efficiently manage your channel partner relationships in an automated and
transparent environment. It enables you to maximize the value derived from your channel resources and focus on research, development, and manufacturing.
You empower your business, your employees, and your channel partners, so there is a synergy in they way they serve your end customers, outperform
competition in complete customer fulfillment and market-share, and to work towards future market needs.
With this business scenario, you can:
Mandate and support your channel partner towards establishing your product as an approved component in the design of a future offering of an original
equipment manufacturer (OEM). After this point, award fair commissions to the channel partner by accurately tracking the business volume realized from
the opportunity.
With the Design Win Exchange business function, this design collaboration is supported in an automated B2B interface with channel partners.
Award contracts to channel partners, which enables them to offer lower prices to important resale customers and, based on rules, recover the margin
shortfall from you.
Protect the channel partners’ investments in your products when you reduce prices. It also enables you to chargeback extra from the channel partners in
case of price increase.
Process claims that result from special pricing contracts (ship-and-debit).
Track sales made to channel partners, and the resale achieved by them.
With the Point of Sale Revenue Recognition business function, you can also track deferred revenue and deferred cost of goods sold (COGS).
Track inventories of your products carried out by your channel partners, with their breakup based on the prices at which these products were sold to
them.
Enable revenue recognition based on the resale (POS data) from channel partners and other revenue relevant channel inventory adjustments.
Prerequisites
Process
1. Channel Inventory Management and Reconciliation
2. Depending on whether you activate the Design Win Exchange (CRM_CHM_DWE_1) business function, you can use the following processes:
Collaborative Design Opportunity Management
You can use this process if you have not activated the business function.
Design Win Exchange
You can use this process if you have activated the business function.
3. Sales to Partner
4. Resale and Claim Message Processing in CRM
5. Price Protection
6. Bill-Up Processing
7. Point of Sale Revenue Recognition
1.8.10 Pharmaceuticals
Contract Management for Life Sciences
Purpose
You can use this business scenario to cover the main business processes of a pharmaceutical, medical device, or medical supplies manufacturer (brand
owner) for contract and chargeback claims management.
All of the processes supporting this scenario involve and/or reference the sales contract since it defines the product price, eligible parties and terms. The
manufacturer may negotiate sales contracts with individual customers (e.g., hospital) or contracting organizations such as group purchasing organizations
(GPOs) who negotiate contract pricing and terms on behalf of their membership (e.g., pharmacies, hospitals, and long-term care facilities). Once the contract
is agreed upon by both parties, the manufacturer will notify the wholesaler / distributor (channel partner) of the contract prices and eligible parties by sending a
bid award document via Electronic Data Interchange (EDI). Since the wholesaler invoices the end-customer at the contract rate, the notification process will
continue through the life of the contract as prices change and customers are added or expired from a contract. When the product is distributed through the
wholesaler, a chargeback claim is generated since the contract price to the end-customer is typically below the Wholesale Acquisition Cost (WAC). The
manufacturer validates submitted chargeback claims data before it is released and payments are made to the wholesaler. Claim lines where the manufacturer
pays a different amount or rejects due to submission errors (for example contract eligibility, no ship date) are sent back to the wholesaler on a reconciliation
report via EDI.
Prerequisites
· SAP for Life Sciences Master Guide on the SAPService Marketplace at service.sap.com/instguides
· Scenario & Process Component List on the SAP Service Marketplace at service.sap.com/scl
Process Flow
1. Contract Development (CRM)
2. Contract Administration
3. Chargebacks&Distributor Rebates
Field Sales for the Pharmaceuticals Industry
Purpose
You can use this business scenario to control field sales activities for the pharmaceuticals industry. Above all, it enables you to check which areas generate
the highest sales revenue, and to plan, execute, and document calls accordingly. You can use the SAP Enterprise Portal , a tablet computer, or a laptop to
plan, execute, and document the calls.
One of the main purposes of any call is to provide physicians with samples. A drug sample is a sample pack of a medicine and is intended as a lead to further
prescriptions for this medicine. The physician gives the sample pack to patients at the start of therapy to cover a weekend, or to keep the costs of their
treatment down, for example. Since drug samples are an incentive for physicians to meet with field sales representatives, they form an important part of
pharmaceuticals marketing. The production of samples and the logistics for their distribution make up a large proportion of the marketing tasks for a medicine.
You can use the business scenario Field Sales for the Pharmaceuticals Industry to develop and document additional forms of contact between field sales
and physicians, such as correspondence or contact by e-mail or telephone. The scenario enables you to target and consolidate your company’s channels of
communication and other sales departments, such as its other lines of pharmaceutical field sales.
This business scenario has the following scenario variants:
· Field Sales for the Pharmaceutical Industry (Portal)
· Field Sales for the Pharmaceuticals Industry (Mobile Sales)
1.8.11 Automotive
1.8.11.1 Interaction Center for Automotive
Purpose
You can use this business scenario to create and maintain the vehicle data of your business partners in the Interaction Center. The vehicles can be either
company cars or third-party vehicles. The Interaction Center for Automotive is an enhancement of the SAP CRM Interaction Center. It has a workspace
specifically for the automotive industry. You can maintain vehicle data manually or import it from another system.
The business scenario has been designed for Interaction Center agents who work at a car manufacturer’s or importer’s site.
The Interaction Center for Automotive offers you the following advantages:
· Orderly processing and follow-up of customer contacts and minimization of the number of escalations
· Consistent vehicle and customer data, which can be used collaboratively by OEMs, importers, distributors, and car dealers, for example, for marketing
campaigns, sales, and service activities, and data analysis
· Optimization of existing customer relationships, resulting in an increase in customer satisfaction and revenue
Prerequisites
Process Flow
1. Vehicle and Customer Identification
2. Help Desk
4. Customer Service and Support with Interaction Center
5. Complaints Processing with Interaction Center
6. E-Mail Response Management with Interaction Center
7. Managing and Analyzing Interaction Center Operations

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SAP CRM: Business Scenarios

PDF download from SAP Help Portal:

Created on January 04, 2017

1.1.1 Campaign Management

1.1.2 Loyalty Management

1.1.3 Marketing Resource Management

1.1.4 Segmentation and List Management

1.1.5 Trade Promotion Management

1.1.6 Loyalty Program Design in CRM Marketing

1.1.7 Loyalty Management in Interaction Center

1.1.8 Loyalty Membership Management

1.1.9 Loyalty Partnership Management

1.2.1 Sales Planning

1.2.2 Account and Contact Management

1.2.3 CRM Incentive and Commission Management

1.2.4 Lead and Opportunity Management

Quotation & Order Management in CRM (With CRM Billing &

Quotation and Order Management in CRM (Using ERP Billing)

1.2.8 Contract Management

1.2.9 Sales Performance Management

1.3.13 Scenario-Independent Processes

1.2.10.1 Visit Planning in CRM

The following business process runs in SAP CRM:

1.2.10.2 Activity Scheduling in CRM

The following business process runs in SAP CRM:

1.2.10.3 Rebate Agreement Processing in CRM

The following business process runs on the CRM Server:

Rebate Agreement Processing for Service Parts

The following business process runs on the CRM Server:

1.2.10.5 Quotation Processing (Configure-to-Order) in CRM

The business process runs as follows:

1.2.10.6 Sales Order Processing (Configure-to-Order) in CRM

The process runs as follows:

1.2.10.7 Sales Order Processing for Service Parts

10. System creates outbound delivery request (SAP SCM)

1.2.10.8 Sales Order Processing for Service Parts (TPOP)

Prerequisites for SAP CRM

1. Create sales order (SAP CRM)

12. System triggers creation of purchase order (SAP CRM)

Product Structure Management in CRM

The following business process runs in SAP CRM:

1.3.13.6 Billing in CRM for Service Parts

1.2.10.11 Package Quotation

1.2.10.12 Quotation Processing with ERP Quotation in CRM

The process runs as follows:

1.2.10.13 Sales Order Processing with ERP Sales Order in CRM

The process runs as follows:

Quantity Contract Processing with ERP Quantity Contracts in CRM

Value contracts are not supported in this business process.

This business process runs as follows:

1.3.1 Service Contract Management

Usage-Based Service Contract Management

1.3.3 Service Order Management

Service Order Management with ERP Billing

1.3.5 Service Planning

Service Order Management with External Resource Procurement

Service Order Management with Service Part Procurement

1.3.8 Complaints and Returns Management

The following complaints management components ensure efficient processing:

The business processes run as follows:

1.3.9 Recall Management

1.3.10 In-House Repair

1.3.11 Case Management

1.3.12 IT Service Management