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SAP CRMAbout the TutorialSAP Customer Relationship Management (SAP CRM) is key component of SAP BusinessSuite and it is used not only to address an organization’s short term goals, but it also helpsin reducing cost and increase the decision making ability by defining future strategy. SAPCRM also helps in achieving differentiated capabilities to compete effectively and to meetlong term objectives.This is a fundamental tutorial that covers the basics of SAP CRM and how to deal with itsvarious components and sub-components.AudienceThis tutorial has been prepared for those professionals who wish to learn the basics as wellas the refinements of SAP CRM and execute it in practice.The SAP CRM system is used to support all customer focused business areas like service,marketing, sales, etc. It is also implemented for different customer interaction channels,such as Interaction Centers, Internet, and mobile for E-Commerce.This tutorial is planned to make the reader at ease in getting started with the SAPCustomer Relationship Management and its several other utilities.PrerequisitesIt is an uncomplicated and simple tutorial which the readers can easily understand. Theconceptions are explained here with a basic knowledge of how a company or anorganization deals with its CRM System. However, it will help if you have some priorexposure to customer service, assistance related to sales, complaint handling and otherrelated activities.Copyright and Disclaimer Copyright 2018 by Tutorials Point (I) Pvt. Ltd.All the content and graphics published in this e-book are the property of Tutorials Point (I)Pvt. Ltd. The user of this e-book is prohibited to reuse, retain, copy, distribute or republishany contents or a part of contents of this e-book in any manner without written consentof the publisher.We strive to update the contents of our website and tutorials as timely and as precisely aspossible, however, the contents may contain inaccuracies or errors. Tutorials Point (I) Pvt.Ltd. provides no guarantee regarding the accuracy, timeliness or completeness of ourwebsite or its contents including this tutorial. If you discover any errors on our website orin this tutorial, please notify us at contact@tutorialspoint.comi
SAP CRMTable of ContentsAbout the Tutorial . iAudience . iPrerequisites . iCopyright and Disclaimer . iTable of Contents . ii1.SAP CRM – INTRODUCTION . 1SAP CRM – Overview . 1Features of SAP CRM . 22.SAP CRM – ARCHITECTURE . 3Installable Components of SAP CRM . 4Content Types . 53.SAP CRM – CAPABILITIES . 74.SAP CRM – INTEGRATION WITH SAP SD . 9Maintaining Divisions in CRM . 9Define Divisions and Distribution Channels for CRM . 10Define Combination of Distribution Channels and Divisions. 105.SAP CRM – GUI . 126.SAP CRM – WEBCLIENT UI . 14How to Login to SAP CRM WebClient? . 14WebClient UI Components . 16Header Area . 17Navigation Area . 19Work Area . 20Overview Pages . 22ii
SAP CRM7.SAP CRM – WEB UI CONFIGURATION . 24Configuration of the Navigation Bar . 278.SAP CRM – SALES. 33CRM Sales Channels and Functions . 33SAP CRM – Sales Functions . 339.SAP CRM – ACCOUNT PLANNING . 35Key Features of Account Planning . 35General Data in Account Planning . 3510. SAP CRM – ACTIVITY MANAGEMENT . 39Activity Management for Employees . 4011. SAP CRM – OPPORTUNITY MANAGEMENT . 41Classification in Opportunity Management . 41Opportunity Hierarchy . 42What is a Lead in SAP CRM? . 4312. SAP CRM – QUOTATION AND ORDER MANAGEMENT . 44Activity Management for Quotation . 4413. SAP CRM – OUTLINE AGREEMENTS . 46Availability Check . 4714. SAP CRM – TAXES . 48Rebate Processing in CRM Sales . 4915. SAP CRM – MARKETING. 51SAP CRM – Marketing Overview . 5116. SAP CRM – MARKETING PLANNING . 53iii
SAP CRM17. SAP CRM – MARKETING CALENDAR. 56Setting up Views in Marketing Calendar . 5818. SAP CRM – CAMPAIGN MANAGEMENT . 60Campaign Execution . 6019. SAP CRM – SERVICE . 6120. SAP CRM – SERVICE REQUEST MANAGEMENT . 64Service Tickets . 64Service Requests . 65Service Tickets Vs. Service Requests . 6821. SAP CRM – SERVICE CONTRACTS . 70What Does a Service Contract Include? . 7122. SAP CRM – SERVICE ORDER MANAGEMENT . 75Complaints and Returns Management . 75Workflow and Escalation Management. 76Warranty Claim Services . 7723. SAP CRM – INTERACTION CENTER . 79Key Functions of SAP CRM IC . 79Interaction Center Agent Functions . 79Interaction Center Components . 8024. SAP CRM – IC PROFILES & CONFIGURATION. 82Integration of SAP CRM IC . 84IC Manager Profile . 8525. SAP CRM – PRODUCT MASTER . 87Product Information in Product Master . 87iv
SAP CRMProduct Relation / Linkages. 88Categories and Hierarchies . 9126. SAP CRM – BUSINESS TRANSACTIONS . 92Business Transaction Types and Categories . 92Business Transaction Functions . 9627. SAP CRM – PRICING . 98Pricing Process . 99Pricing Condition . 101Pricing in CRM WebClient . 10328. SAP CRM – BILLING. 106Billing Documents in a CRM WebClient . 10629. SAP CRM – WEB CHANNEL . 111B2B Scenario . 111B2C Scenario . 113v
1. SAP CRM – IntroductionSAP CRMSAP CRM is one of the key modules in an or
This tutorial has been prepared for those professionals who wish to learn the basics as well as the refinements of SAP CRM and execute it in practice. The SAP CRM system is used to support all customer focused business areas like service, marketing, sales, etc. It is also implemented for different customer interaction channels, such as Interaction Centers, Internet, and mobile for E-Commerce .
