SAP CRM (Customer Relationship Management) 2007

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Course Contents:

Chapter 1 About this Document . . . . . . . . . . . . . . . . . . . . 9
Chapter 2 SAP CRM Overview . . . . . . . . . . . . . . . . . . . . . 11
2.1 Introduction to SAP CRM . . . . . . . . . . . . . . . . . . . 11
2.2 Installable Software Units of SAP CRM 2007 . . . . . . . . . . . . . 12
2.2.1 CRM Core . . . . . . . . . . . . . . . . . . . . . . . . . 12
2.2.2 CRM Mobile Client Component . . . . . . . . . . . . . . . . . 19
2.2.3 CRM Handheld Integration . . . . . . . . . . . . . . . . . . 22
2.2.4 Workforce Deployment . . . . . . . . . . . . . . . . . . . . 24
2.2.5 Standalone Components . . . . . . . . . . . . . . . . . . . 25
2.2.6 Application Systems . . . . . . . . . . . . . . . . . . . . . 27
2.2.7 SAP Solution Manager . . . . . . . . . . . . . . . . . . . . 29
2.2.8 Content Types . . . . . . . . . . . . . . . . . . . . . . . 30
2.3 System Landscapes . . . . . . . . . . . . . . . . . . . . . . 32
2.4 Implementation Sequence for Implementing SAP CRM Scenarios . . . . 34
Chapter 3 SAP CRM Scenarios . . . . . . . . . . . . . . . . . . . . . 41
3.1 Field Applications . . . . . . . . . . . . . . . . . . . . . . 41
3.1.1 Field Account and Contact Management with CRM Mobile Sales . . . . . 42
3.1.2 Field Account and Contact Management with CRM Mobile Sales for Handheld 42
3.1.3 Field Campaign Management with CRM Mobile Sales . . . . . . . . . 43
3.1.4 Field Complaints Management with CRM Mobile Service . . . . . . . 44
3.1.5 Field Opportunity Management with CRM Mobile Sales . . . . . . . . 45
3.1.6 Field Quotation and Order Management with CRM Mobile Sales . . . . . 45
3.1.7 Field Quotation and Order Management with CRM Mobile Sales for Handheld 47
3.1.8 Field Sales Using Mobile Sales Online . . . . . . . . . . . . . . . 47
3.1.9 Field Service Order Management with CRM Mobile Service . . . . . . . 48
3.1.10 Field Service Stock Management with CRM Mobile Service . . . . . . . 49
3.2 Interaction Center . . . . . . . . . . . . . . . . . . . . . . 50
3.2.1 Interaction Center Management . . . . . . . . . . . . . . . . . 50
3.2.2 Interaction Center Marketing . . . . . . . . . . . . . . . . . . 51
3.2.3 IC Sales with CRM Sales Order . . . . . . . . . . . . . . . . . 51
3.2.4 Interaction Center Sales with ERP Sales Order . . . . . . . . . . . . 52
3.2.5 Interaction Center Service . . . . . . . . . . . . . . . . . . . 53
3.2.6 Shared Services Center . . . . . . . . . . . . . . . . . . . . 53
3.3 Marketing . . . . . . . . . . . . . . . . . . . . . . . . . 54
3.3.1 Campaign Management . . . . . . . . . . . . . . . . . . . . 54
3.3.2 Trade Promotion Management . . . . . . . . . . . . . . . . . 55
3.4 Partner Channel Management . . . . . . . . . . . . . . . . . 56
3.4.1 Account and Contact Management with Channel Partners . . . . . . . 56
3.4.2 Campaign Management With Channel Partners . . . . . . . . . . . 57
3.4.3 Collaborative Selling . . . . . . . . . . . . . . . . . . . . . 58
3.4.4 Lead and Opportunity Management with Channel Partners . . . . . . . 58
3.4.5 Market Development Funds . . . . . . . . . . . . . . . . . . 59
3.4.6 Partner Management . . . . . . . . . . . . . . . . . . . . . 60
3.4.7 Quotation and Order Management for Business-on-Behalf . . . . . . . 61
3.5 Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
3.5.1 Account and Contact Management . . . . . . . . . . . . . . . . 62
3.5.2 Contract Management . . . . . . . . . . . . . . . . . . . . 62
3.5.3 Incentive and Commission Management in CRM . . . . . . . . . . 63
3.5.4 Lead and Opportunity Management . . . . . . . . . . . . . . . 64
3.5.5 Quotation and Order Management in CRM (with CRM Billing and Rebates) 64
3.5.6 Quotation and Order Management in CRM (with ERP Billing) . . . . . . 65
3.5.7 Sales Performance Management . . . . . . . . . . . . . . . . . 65
3.5.8 Sales Planning . . . . . . . . . . . . . . . . . . . . . . . 66
3.6 Service . . . . . . . . . . . . . . . . . . . . . . . . . . 67
3.6.1 Case Management . . . . . . . . . . . . . . . . . . . . . . 67
3.6.2 Complaints and Returns Management . . . . . . . . . . . . . . 68
3.6.3 In-House Repair . . . . . . . . . . . . . . . . . . . . . . . 69
3.6.4 Recall Management . . . . . . . . . . . . . . . . . . . . . 69
3.6.5 Reverse Logistic for New and Changed Service Parts . . . . . . . . . . 70
3.6.6 Service Contract Management . . . . . . . . . . . . . . . . . 70
3.6.7 Service Order Management . . . . . . . . . . . . . . . . . . . 71
3.6.8 Service Order Management for Planned Services . . . . . . . . . . . 72
3.6.9 Service Order Management with ERP Billing . . . . . . . . . . . . 73
3.6.10 Service Order Management with External Resource Procurement . . . . 73
3.6.11 Service Order Management with Service Part Procurement . . . . . . . 74
3.6.12 Usage-Based Service Contract Management . . . . . . . . . . . . . 74
3.7 Web Channel . . . . . . . . . . . . . . . . . . . . . . . . 75
3.7.1 Campaign Management in CRM Web Channel . . . . . . . . . . . 75
3.7.2 Catalog Management in CRM . . . . . . . . . . . . . . . . . . 76
3.7.3 Complaints and Returns Management in CRM Web Channel . . . . . . 76
3.7.4 Contract Management in CRM Web Channel . . . . . . . . . . . . 77
3.7.5 Quotation and Order Management in CRM Web Channel . . . . . . . 78
3.7.6 Service Request Management . . . . . . . . . . . . . . . . . . 78
3.7.7 Solution Assistance . . . . . . . . . . . . . . . . . . . . . . 79
3.7.8 Web Auctions: Auctioning via Web Shop . . . . . . . . . . . . . . 80
Chapter 4 Solution-Wide Topics . . . . . . . . . . . . . . . . . . . . 81
4.1 Developing and Modifying Applications: SAP NetWeaver Development
Infrastructure . . . . . . . . . . . . . . . . . . . . . . . 81
4.2 Customizing Scout . . . . . . . . . . . . . . . . . . . . . . 82
4.3 Easy Enhancement Workbench . . . . . . . . . . . . . . . . . 83
4.4 Monitoring the System Landscape . . . . . . . . . . . . . . . . 83
4.5 RosettaNet . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.6 Shared Services . . . . . . . . . . . . . . . . . . . . . . . 84
4.6.1 Use Cases . . . . . . . . . . . . . . . . . . . . . . . . . 86
4.6.1.1 Support Infrastructure . . . . . . . . . . . . . . . . . . . . 86
4.6.1.2 Central Administration and Monitoring of SAP NetWeaver . . . . . . . 88
4.6.1.3 Collection of Landscape Data and Central Planning of Software Life-Cycle Tasks 90
4.6.1.4 Authentication and Single Sign-On . . . . . . . . . . . . . . . . 91
4.6.1.5 Integrated User and Access Management . . . . . . . . . . . . . . 91
4.6.1.6 Creating Interactive Forms and Print Forms . . . . . . . . . . . . 92
4.6.2 Examples for the Overall System Landscape of Shared Services . . . . . . 92
4.6.3 Feature Details . . . . . . . . . . . . . . . . . . . . . . . 98
4.6.3.1 SAP Solution Manager . . . . . . . . . . . . . . . . . . . . 99
4.6.3.2 Solution Manager Diagnostics . . . . . . . . . . . . . . . . . . 100
4.6.3.3 SAP NetWeaver Administrator . . . . . . . . . . . . . . . . . 101
4.6.3.4 System Landscape Directory . . . . . . . . . . . . . . . . . . 102
4.6.3.5 Software Lifecycle Manager . . . . . . . . . . . . . . . . . . . 109
4.6.3.6 Adobe Document Services . . . . . . . . . . . . . . . . . . . 110
Chapter A Appendix . . . . . . . . . . . . . . . . . . . . . . . . . 113
A.1 List of Documentation . . . . . . . . . . . . . . . . . . . . 113
A.2 List of SAP Notes . . . . . . . . . . . . . . . . . . . . . . . 114
A.3 Related Information . . . . . . . . . . . . . . . . . . . . . 116
A.4 List of Industry Solution Master Guides . . . . . . . . . . . . . . 117
A.5 Accessing the SAP Library . . . . . . . . . . . . . . . . . . . 118
Chapter B Reference . . . . . . . . . . . . . . . . . . . . . . . . . 119
B.1 The Main SAP Documentation Types . . . . . . . . . . . . . . . 119