Sales Order Processing 

Purpose

You can use sales order processing to sell products which are quoted, sold and delivered to the customer.

This example displays the process for Sales Order Processing and describes sales of large-scale and mass produced articles. These products are either produced internally or procured externally and are delivered directly to the customer from a storage location, based on usage or forecast-oriented sales and profit planning. Billing is delivery-related.

The processing of sales orders in SAP CRM is independent of the communication channel through which the order was entered. The entry can be made via the following scenarios:

·        Telesales (see Inbound Telesales and Outbound Telesales)

·        Internet Sales (see Ordering Transactions in B2B Internet Sales und Ordering Transactions in B2C Internet Sales)

·        Mobile Sales (see Customer Visit / Order Entry)

In this process flow description, SAP CRM is the dominant system for entry and modification of sales orders. There are two possibilities for billing:

·        delivery-related billing in the CRM System

·        delivery-related billing in R/3 SCE.

Prerequisites

Technical Prerequisites

·        SAP CRM Release 3.0 with Support Package 04

·        SAP BW Release 2.1C (with Support Package 08), with SEM 3.0B (with Support Package 08)

·        SAP APO Release 3.0A

·        SAP R/3 Release 3.1 I

System Activities

You have connected CRM, SAP R/3 and possibly other systems (as source systems) with SAP BW (for further information, see the SAP Library for SAP BW under Administrator Workbench ® Modeling ® Source System) and extract data to SAP BW on a regular basis.

You have set up data extraction for your results area in SAP BW. For information on the procedure and its special features, see the documentation in the SAP R/3 using the transaction SBIW under Business Information Warehouse ® Settings for Application-Specific DataSources ® Profitability Analysis. For general information about creating an operating concern in CO-PA, see   Profitability Analysis.

You must have set up integration with the APO-ATP in order to execute an Available-To-Promise check for a quotation. For further information, see also  Integration of CRM and APO-ATP.

Customizing Activities

You have maintained the following Customizing settings in the IMG for Customer Relationship Management:

·        Organizational Data Determination: Choose Master Data  ® Organizational Management  ® Organizational Data Determination

·        Partner Processing: Choose  ® Basic Functions ® Partner Processing

·        Pricing: Choose  ® Basic Functions ® Pricing

·        Credit Management: Choose  ® Basic Functions ® Credit Management.

·        Taxes: Choose  ® Basic Functions ® Taxes.

·        Availability Check: Choose  ® Basic Functions ® Availability Check.

·        Text Management: Choose  ® Basic Functions ® Text Management

·        Date Management: Choose  ® Basic Functions ® Date Management

·        Actions: Choose  ® Basic Functions ® Actions

·        Message Determination: Choose ® Basic Functions ® Message Determination

·        Business Transactions: Choose ® Transactions ® Basic Settings

·        special settings for Sales Transactions: Choose ® Transactions ® Settings for Sales Transactions.

For billing in CRM:

·        Billing: Choose  ® Billing   

You can control whether transactions are billed in SAP CRM or SAP R/3 using the item category in the Billing Relevance field. Choose:  Transactions  ® Basic Settings  ®Define Item Categories  ®Define Item Category Determination.

You can find further information on Customizing settings in the IMG in the corresponding IMG Activity.

Please observe the following notes regarding integration between the R/3 System and the CRM System:

§         For successful transfer of transactions from the CRM System to the R/3 System, the settings for document processing in business control in each system must not contradict each other. In business transactions, for a transaction type in the CRM System, there must be a corresponding sales document type with the same name in the R/3 System. This also applies to item categories, item category groups and item category determination. In addition, SAP delivers standard settings.

§         You must set up internal number assignment in CRM Transactions and external number assignment in the R/3 System in order that the same order number or business transaction number is available in both the OLTP-R/3 System and in the CRM Online System. Both systems should use the same number range.

Process Flow

The following graphics show the process flow for sales order processing with billing in the SAP CRM and R/3-SCE Systems:

Sales Order Processing with Billing in SAP CRM

Sales Order Processing with Billing in SAP R/3 SCE

The process flow of the subprocesses is identical to the point of billing  If there are differences in the proces flow, these are identified clearly in the table.

...

       1.      Execute Campaign

Your company is executing a campaign. See CRM Campaign Management - Full.

       2.      Create Inquiry.

A customer makes an inquiry about one or more of your company’s products. You create an inquiry in SAP CRM.

       3.      Create Quotation

...

                            a.      On the basis of the customer’s inquiry, you decide to submit a quotation to the customer and create a quotation. For further information, see   Processing Quotations and Inquiries.

                            b.      You create items for the quotation. When creating items, you can execute the following subprocesses:

§         Configuration of configurable products. For further information, see   Product Configuration in Sales Transactions

§         Availability Information. For further information, see   Availability Information for a Quotation.

§         Pricing: The system determines the prices and the value of the individual items. For further information, see also   Pricing with the IPC.

       4.      Create Sales Order

...

                            a.      The customer accepts the quotation and places an order.  

                            b.      You create a sales order. For further information, see also   Processing Quotations and Inquiries.

You can also create a sales order directly without carrying out the following steps.

                            c.      The system adopts the items from the quotation.

§         If required, you can re-execute configuration and pricing.

§         For each sales item, the system initiates an availability check and scheduling in SAP APO. The approved quantities and schedules are confirmed to the SAP CRM by SAP APO and are saved in the sales order. See   Availability Check in the Sales Order A customer requirement is simultaneously generated in SAP APO.

§         The system executes a credit check in the R/3 System based on the results of pricing. The result of the credit check is confirmed to SAP CRM and saved as a credit status on the item level. See   Automatic Credit Check.

                            d.      After saving the sales order, the system initiates the following processes:

§         If the sales order is complete and free from errors, it is replicated in R/3 SCE for logistics processing. At this stage, the order data including the approved schedule lines is transferred to the R/3 System.

After replication in R/3 SCE, you can change the sales order in SAP CRM until items from the order are delivered or partly delivered.

You cannot change the sales order in R/3-SCE.

§         A customer requirement is generated in SAP APO. Subsequently, you can execute transportation planning in SAP APO, either manually or automatically via the system. For further information, see also   Transportation Planning.

§         Profitability Analysis: The system creates a profitability segment in the component R/3 FI in the profitability analysis (CO-PA), in which costs and sales revenues are collected. For further information, see also   Operating Concern.

§         The data from the orders is transferred to SAP BW for evaluation.

       5.      Execute Delivery

You generate an outbound delivery in R/3 SCE from the replicated sales order. For further information, see also   Creating Outbound Deliveries.

¡        For delivery, you can call up a new ATP Check with shipment and transportation scheduling in SAP APO.

¡        SAP APO builds a delivery requirement based on the completed delivery. The customer requirement in SAP APO is correspondingly reduced or deleted.

¡        The R/3 SCE System reports the status to SAP CRM. Here, the status of the sales order and the document flow are updated.

       6.      Save Goods Issue

You save the goods issue for delivery in R/3 SCE. For further information, see also   Goods Issue Posting.

¡        After posting goods issue, SAP APO reduces the delivery requirement and updates stock levels.

¡        The costs of the sales volume are posted in the accounting profitability analysis in R/3-FI.

       7.      Billing

You can execute billing in SAP CRM or in R/3 SCE.

Billing in SAP CRM	Billing in R/3 SCE.
The item category in SAP CRM retains an indicator for billing in CRM, which is transferred to R/3 during replication. Therefore, R/3 does not execute billing after successful delivery and goods issue, but returns the delivery data (including costs for the accrued profitability analysis) to SAP CRM.	The item category in SAP CRM has the indicator “external billing”. After goods issue, the document is processed further in R/3 SCE. See   Creating a Billing Document (R/3)
1.       SAP CRM collects the delivered and partly delivered items in the billing due list.	1.       The R/3 System collects the delivered and partly delivered items in the billing due list.
2.       You call up the billing due list in SAP CRM.	2.       You call up the billing due list in R/3 SCE.
3.       You create a billing document from the selection of required items in the billing due list. -         The system re-determines the prices or adopts them from the sales order. -         The system determines tax for the items. -         The system re-determines the texts for the billing document or adopts them from the sales order.
4.       SAP CRM changes the status of the sales order to “billed “ and reports the status change to R/3 SCE.	4.       SAP R/3 changes the status of the sales order to “completed” and reports the status change of the sales order to SAP CRM.
5.       The billing document and the actual revenues are posted in R/3 Financial Accounting and in R/3 Controlling.	5.       The billing document and the actual revenues are posted in R/3 Financial Accounting and in R/3 Controlling. See   Transferring Billing Documents Online.

       8.      Profitability Analysis

The costs and revenues are contrasted in the profitability analysis in the contribution margin scheme.

The revenues and sales volumes are transferred to the SAP BW for analysis.

Result

You can analyze the success of your sales processes using the data in SAP BW.