Campaign Management
Master Data
Campaign Preparation
Basic Functions
CRM Content Management
Linking Content Objects and Business Objects
Document Management
Document Processing
Content Search
Integrating Microsoft Word
Version Management
Content Servers
Exchanging Documents with the Mobile Client
Content Management in the Business Transaction
Text Management
Text Object
Text Type
Text Determination Procedure
Definition of Text Determination Procedure
Text Determination
Type of Text Transfer
Definition of Access Sequence
Assignment of Fields
Standard Texts in CRM
Check Text Customizing for Consistency
Setting New Text Types
Specify a Text Type in SAPscript
Translating Text Types
Setting Texts
Set Texts Using Text Determination
Translating Procedure Descriptions and Access Sequence Descripti
Extensions with the Easy Enhancement Workbench in CRM
Customizing Includes
Easy Enhancement Workbench
Easy Enhancement Workbench for Marketing
Adding Fields to the Marketing Planner
Easy Enhancement Workbench for Business Transactions
Easy Enhancement Workbench for the Resource Planning Tool
Easy Enhancement Workbench for Business Partner
Adding New Fields in Business Partner
Adding New Tables in Business Partner
Migration of BDT-Extensions to the People-Centric UI
Easy Enhancement Workbench for Partner/Product Ranges
Adding New Fields in the PPR Standard Set Types
Easy Enhancement Workbench for Solution Database
Easy Enhancement Workbench for Installed Base Management
Easy Enhancement Workbench for Case Management
Easy Enhancement Workbench for Counters and Readings
Interactive Scripting
Personalized Mail
Mail Templates
Mail Forms
Mail Forms Structure
How are Mail Forms Structured?
Pages of a Mail Form
Main Windows and Subwindows
Texts and Data in a Mail Form
Creating Mail Forms
Mail Preview
Communication Channel Test
Working with Mail Forms
The PC Editor
Style Builder
Overview of Node Types
Creating Pages
Creating Windows
Positioning Text in a Mail Form
Entering Texts Using the PC Editor
Inserting Addresses
Inserting Graphics
Using Attributes in Mail Forms
Including Attributes in the Editor
System Attributes
Syntax of Attributes
Flow Control
Processing a Mail Form
Rules for Processing a Mail Form
Specifying Conditions
Page Sequence and Numbering
Page Sequencing
Page Numbering
Smart Styles
Smart Style: Header Data
Creating Paragraph Formats
Creating Character Formats
Graphic Administration
Importing Graphics
Previewing and Editing Graphics
Transporting Graphics
Tracking for E-Mails
Translating Mail Forms
Mailing Lists
Mail Forms in People-Centric User Interface
Marketing Calendar
Creating a Query
Working with the Marketing Calendar
Customizing for the Marketing Calendar
Marketing Plans and Campaigns
Creating Marketing Projects
Creating Marketing Projects with Templates
Basic Data in Campaigns
Marketing Planner
Print Preview and Form Management
Maintaining Dates
Assigning Products
Assigning Product Groups
Campaign-Specific Conditions
Assigning Product Catalogs and Catalog Variants
Assigning Partners
Assigning Questionnaires
Assigning Target Groups
Assigning Documents
Notes for Marketing Elements
Authorizations in Marketing Planning and Campaign Management
Business Transactions
SAP Business Workflow
Workflow for Approving Marketing Campaigns
Workflow in Campaign Automation
Preparing for Campaign Execution
Data Exchange with Microsoft Project
Transferring Marketing Projects to MS Project
Updating a Marketing Project
Differences in Maintaining a Project with Microsoft Project
Data Exchange with Protagona
Allocation Planning
Allocation Planning: Process
Allocation Rules
Allocation Formulas
Ranking
Allocation Planning: Business Add-Ins
Entering Allocation Data
Actions and Conditions
Processing Time
Action Monitor
Printing Marketing Output via the Action Monitor
Actions in CRM Marketing
Output Determination in CRM Marketing
Condition Editor
Conditions for Scheduling and Starting Actions
Controlling Actions
Determining Conditions
Processing Actions in Marketing Objects
Processing Actions Using the Object Services Toolbar
Change Documents for Marketing Projects
Easy Enhancement Workbench for Marketing
Adding Fields to the Marketing Planner
Archiving Marketing Planner Data
Archiving Object CRM_MKTPL
Campaign Planning
Key Figure Planning in the Marketing Planner
Basic Key Figure Planning
Integration of SAP SEM into SAP BW
Key Figures
Trade Spends/Volumes
Using the Buying Pattern in Planning
Free Goods in Volumes/Trade Spends
Success Key Figures
Cost Planning
Distribution
Customizing for Distribution
Analyses
Carrying Out Key Figure Planning with Excel or ALV Grid
Integration between SAP CRM and SAP SCM
Transfer of Baseline Sales Quantity
Integration with Demand Planning and Supply Network Planning
Settings in CRM for Integrating with SCM
Settings in SCM for Integrating with SCM
Campaign Execution
Status Management
System Status Overview
Connection to the SAP R/3 System
Transferring a Marketing Project to the R/3 System
Executing Marketing Campaigns
Assigning Target Groups
Transaction Templates
Determining Contact Partners
Connection to CRM Mobile Sales
Actual Costs
Account Assignment to Profitability Analysis (CO-PA)
Acc.Assignment to WBS Elmnts with Settlement to Prof.Analysis
Account Assignment to WBS Elements without Settlement to Profita
Campaign Reference in Operative Processes
Campaign Execution with Mobile Sales
Marketing Calendar
Creating a Query
Basic Data in Campaigns
Activity Journals
Campaign Process Modeling
Basic Functions
Survey Tool
Survey Run Time
Survey Suite
Survey Builder
Survey Maintenance
Survey Testing
Version Management
Survey Translation
Translation Display
Changing Translations
Style Sheets and Parameters
Style Sheet Assignment
Importing Style Sheets and Parameters
Exporting Style Sheets and Parameters
Replacing Style Sheets and Parameters
Result Evaluation
Dynamic Components
URL Usage
XML Parameters
Survey Printing
Campaign Automation
User Interface for Campaign Automation
Layout for Campaign Automation
Settings for Campaign Automation
Modeling Elements in Campaign Automation
Typical Campaign Automation Processes
Multi-Wave Campaigns
Recurring Campaigns
Event-Triggered Campaigns
Example of an Event-Triggered Campaign
Campaign Automation Planning Process
Creating Campaigns and Campaign Elements
Copying in Campaign Automation
Workflow in Campaign Automation
Rule Editor
Modeling Rules for Campaign Automation
Campaign Process Execution
Campaign Automation in the Different Channels
Contact Tracking
Actions for Campaign Automation
Marketing Optimization and Refinement
Optimizing Campaigns Using an Optimization Element
Settings for the Optimization Element
Parameters
Connection Between Parameters and Prediction Results
Campaign Optimization and SAP BW
Campaign Optimization using RFM Analysis
Campaign Process Initiation
Basic Functions
Survey Tool
Survey Run Time
Survey Suite
Survey Builder
Survey Maintenance
Survey Testing
Version Management
Survey Translation
Translation Display
Changing Translations
Style Sheets and Parameters
Style Sheet Assignment
Importing Style Sheets and Parameters
Exporting Style Sheets and Parameters
Replacing Style Sheets and Parameters
Result Evaluation
Dynamic Components
URL Usage
XML Parameters
Survey Printing
Campaign Automation
User Interface for Campaign Automation
Layout for Campaign Automation
Settings for Campaign Automation
Modeling Elements in Campaign Automation
Typical Campaign Automation Processes
Multi-Wave Campaigns
Recurring Campaigns
Event-Triggered Campaigns
Example of an Event-Triggered Campaign
Campaign Automation Planning Process
Creating Campaigns and Campaign Elements
Copying in Campaign Automation
Workflow in Campaign Automation
Rule Editor
Modeling Rules for Campaign Automation
Campaign Process Execution
Campaign Automation in the Different Channels
Contact Tracking
Actions for Campaign Automation
Status Management
System Status Overview
SAP Business Workflow
Executing Marketing Campaigns
Determining Contact Partners
Call List Management
Call List Assignment
Call List Maintenance
Call List Interface
Generating Planned Call Lists from Business Partner Call Times
Call List Search Queries
Archiving Call Lists
Call List Synchronization
Automated Dialing
Call List Attributes & Statistics
Call Preparation
Basic Functions
Interactive Scripting
Interactive Scripts
Scripts
Details
Interaction Record
Interaction History
Campaigns
Alerts and Messages
Alert Modeler
Sending Messages with Broadcast Messaging
Fact Sheet
Fact Sheet in the Interaction Center WebClient
Call List Execution
Call Lists
Sales Order Processing With the Interaction Center
Basic Functions
Partner Processing
Partner Processing: Overview
Basic Elements of Partner Processing
Partner Functions
Partner Function Categories and Relationship Categories in CRM
Partner Function Categories and Relationship Categories in EBP
"Undefined Partner" and "Is the Undefined Partner of"
When "Undefined Partner" Is the Best Choice
When Not to Use "Undefined Partner"
Blocking Partner Functions
Excluding Partner Functions in Master Data
Blocking Partner Functions in Partner Processing
Access Sequences
Partner Determination Procedures
Partner Processing and Business Partner Master Data
Partner Determination Using Business Partner Relationships
International Address Version Maintenance
Partner Processing and Organizational Data
Attributes and Rules Used in Partner Determination
Partner Teams
Alternative Partner Proposal
Differences Between CRM and R/3
Conceptual Differences: Partner Processing in CRM and R/3
Maintaining Business Partner Master Data
Partner Type in R/3 and Partner Function Category in CRM
Account Group in R/3 and Business Partner Classification in CRM
Business Partner Relationship Category
Sources for Partner Determination
Sequences in R/3 and Access Sequences in CRM
Customizing Differences
Pricing
The Pricing Process
Condition Record
Price List
Condition Maintenance
Expiring Currencies
Price Agreements in Contracts
Maintaining Pricing in Business Transactions
Maintaining Conditions
Implementing New Pricing
Differences in Pricing in CRM and R/3
Differences in Pricing in SAP CRM and SAP R/3
Differences in the Data Model
Differences in Routines (Formulas and Requirements)
Data Exchange for Conditions
Data Transfer from the R/3 System (Download)
Differences in Pricing in SAP CRM and SAP R/3
Differences in the Data Model
Differences in Routines (Formulas and Requirements)
Transferring Customizing Data
Copying Customizing Data into the CDB (Consolidated Data Base)
Transferring Master Data
Correction Possibilities for Copying Master Data
Copying Master Data into the CDB
Routines (Formulas and Requirements)
Data Transfer to the R/3 System (Upload)
Copying Master Data (from CRM to R/3)
Correction Options
Using Data Integrity Manager for Conditions
The Transaction Tax Engine
The Transaction Tax Engine Environment
Calling The Transaction Tax Engine
Tax Event Determination
Decision Tree For Tax Event Determination
Field Catalog For Tax Event Determination
Maintaining The Field Catalog Variant
Decision Tree Elements: Overview
Maintaining The Decision Tree For Tax Event Determination
Maintaining Parameter Comparison Tests
Maintaining Value Comparison Tests
Maintaining Results
Maintaining Errors
Sample Decision Tree
Glossary: Overview of Decision Tree Terminology
The Simulation Tool
Input Document: Overview
TTE Input Document: Interface
TTE Business Partner: Interface
TTE Product: Interface
Maintaining The Input Document
Simulating Tax Determination And Tax Calculation
Interpreting The Output Document
Generating The Sample Document
Tax Determination And Calculation Process
Tax Determination
Invoice Verification: Tax Process
Sales Order: Tax Process
Tax Amount Calculation For Sales Orders
Accessing TTE Results
Fiscal Code Determination
Basic Settings: Checklist
CRM Master Data For Tax Calculation
Maintaining Tax Classification Settings
Maintaining The Departure Country
Maintaining The Destination Country
Adding Tax Classification to BP View
SRM Scenarios: General Information
Text Management
Text Object
Text Type
Text Determination Procedure
Definition of Text Determination Procedure
Text Determination
Type of Text Transfer
Definition of Access Sequence
Assignment of Fields
Standard Texts in CRM
Check Text Customizing for Consistency
Setting New Text Types
Specify a Text Type in SAPscript
Translating Text Types
Setting Texts
Set Texts Using Text Determination
Translating Procedure Descriptions and Access Sequence Descripti
Date Management (CRM-BF-DAT)
Date
Duration
Date Rules
Reference Objects
Dates in Business Transactions
Actions in CRM Enterprise
Controlling Actions
Processing time
Scheduling Actions
Scheduled Actions
Conditions for Scheduling and Starting Actions
Determining Conditions
Condition Editor
Processing Actions in Documents
Action List
Processing Actions using the Application Toolbar
Action Monitor
Actions for Alerts
Printing Transactions Using Actions
Processing Actions with Dialog Boxes
Output Determination
Conditions for Output
Example: Conditions for Order Confirmation
Sales Order Confirmation by E-Mail
Opportunity Plan
Issuing Output from Transaction Documents
Action Monitor
Printing Output via the Action Monitor
Availability Check
Availability Information
Availability Check Using SAP APO
Availability Check and Planning in SAP APO
Availability Check in SAP APO, Planning in SAP R/3
Other Technical Scenarios
Set up System Landscape for CRM Enterprise and SAP APO
Set up Logical Systems and RFC Connections
Set up SAP APO Core Interface (APO-CIF)
Set up Test Data for Availability Check
Set up SAP APO-CIF Integration Model
Set up Location (Plant)
Set up Customizing for Availability Check
Rules-Based Availability Check
Changing Sales Order Items Relevant for Rules-Based ATP Check
Example 1: Rules-Based ATP Check - Subitems
Example 2: Rules-Based ATP Check - Schedule Lines
Example 3: Rules-Based ATP Check - Unconfirmed Quantities I
Example 4: Rules-Based ATP Check - Unconfirmed Quantities II
Availability Check Using SAP R/3
Availability Check Using External Systems
Credit Management
Automatic Credit Check
Credit Update for Unreplicated Documents
Cash on Delivery
Payment Card Processing
Creating Payment Card Transactions
Authorization
Authorization Horizon
Address Verification System
Card Verification Value
Merchant ID Determination
Customizing Payment Card Processing
Business Transaction
Concept of Transaction Processing
Customizing for Business Transactions
Combined Business Transactions
Transaction Variants Depending on Transaction Types
Copying Business Transactions
Incompleteness Check in Business Transactions
Document Flow in Business Transactions
Status Management in Business Transactions
Processing Business Transactions in the Interaction Center
Displaying Product Information
Documents in Product Information
Sales Transaction
Product Configuration in the Sales Transaction
Variant Matching in Sales Transactions
Product Determination
Batches in the Sales Transaction
Batch Characteristics in the Sales Transaction
Structured Products in the Business Transaction
Example 1: Sales Order With Structured Product
Example 2: After Raising the Quantity for the Header Product
Example 3: After Adding a Schedule Line for the Header Product
Order Quantity Check
Checking Existing Partner/Product Ranges
Issuing Output from Transaction Documents
Sales Orders
Processing Sales Orders in the Interaction Center
Header Details (Interaction Center WebClient)
Item Details (Interaction Center WebClient)
Pricing at Header Level (Interaction Center WebClient)
Pricing at Item Level (Interaction Center WebClient)
Availability Information in the Sales Order (Using SAP R/3)
Grouping Sales Order Items for Delivery
Delivery Group
Delivering All Items With One Delivery (Complete Delivery)
Delivering Several Items With One Delivery
Delivering One Item With One Delivery
Delivery Group: Examples
Example: Later Confirmed Delivery Date
Example: No Confirmed Delivery Date
Example: Partial Delivery
Committing Business Transaction Items for Delivery
Example 1: Calculation of the Commitment Date
Example 2: Calculation of the Commitment Date
Example 3: Calculation of the Commitment Date
Sales Order Confirmation by E-Mail
Campaign Determination
Product Proposals in the Interaction Center
Proposed Quantities in Product Proposals
Interaction Wrap-Up
Basic Functions
Text Management
Text Object
Text Type
Text Determination Procedure
Definition of Text Determination Procedure
Text Determination
Type of Text Transfer
Definition of Access Sequence
Assignment of Fields
Standard Texts in CRM
Check Text Customizing for Consistency
Setting New Text Types
Specify a Text Type in SAPscript
Translating Text Types
Setting Texts
Set Texts Using Text Determination
Translating Procedure Descriptions and Access Sequence Descripti
Business Transaction
Concept of Transaction Processing
Customizing for Business Transactions
Combined Business Transactions
Transaction Variants Depending on Transaction Types
Processing Business Transactions in the Interaction Center
Copying Business Transactions
Interaction Record
Follow-Up in the Interaction Center WebClient
Activity Maintenance in CRM Enterprise
Activity
Task
Business Activity
Order Processing B2C in E-Commerce
Business-to-Consumer Internet Sales
Controlling the Web Shop
Web Shop URLs
Managing the Web Shop
Organizational Data Determination in Internet Sales
Internet User in B2C Internet Sales
Web Catalog
Controlling Pricing in the Web Catalog
Accessories in the Web Catalog
Adding Products to Your Favorites
Customer Account
Personal Transactions
Personal Customer Data
Shopping Basket
Ordering Products
Payment Methods
Availability Check in SAP Internet Sales
Availability Check Using SAP APO
Availability Check in SAP APO, Planning in SAP R/3
Availability Check Using SAP R/3
Configuring Products
Tracking the Shipping Status
Marketing Functions in Internet Sales
Personalized Product Recommendations
Current Product Proposals
Cross-/Up-Selling in Internet Sales
Accessories
Data Recording for Analysis Purposes
Data Recording for E-Selling Analytics
Data Recording for Web Site Monitoring
Web Auction
Web Auction (Sell Side)
Auction
Auction Status
Auction Process Flow
Access Web Auction
Presentation of a Product Catalog with Auction Items
Auction Items in a Regular Product Catalog
Create an Auction
Search for an Auction
Monitor an Auction
Confirm Auction Check Out to the Winner
Web Auction (Buy Side)
Auction
Auction Status
Searching for an Auction Item in the Product Catalog
Distributed Auction Items in a Regular Product Catalog
Monitor an Auction
E-mail Notification
Check Out an Auction
Live Web Collaboration
Live Web Collaboration (Agent Side)
Communication Channels to Assist Customers
Accessing Live Web Collaboration
Creating an Entry in SAP Logon
Support by Chat
Support by Telephone Call Back
Support by Internet Telephony
Creating a SmartText or a SmartPage
Live Web Collaboration (Customer Side)
Request for Assistance from an Agent
Accessing Live Web Collaboration
Sending an E-Mail to an Agent
Chatting with an Agent
Requesting an Agent for a Call Back
Talking to an Agent Through Internet Telephony
Campaign Monitoring and Success Analysis