Basic Functions
Basic Functions
Content
Basic Functions
E-Mail
E-Mail Inbox
CRM via E-Mail
Setting Up CRM via E-Mail with SAP Interactive Forms by Adobe
Worklist
Integration of Other SAP Systems
Setting Up Automatic Forwarding
Business Transaction
Business Transaction Customizing
Business Transaction Processing
Business Transaction Model
Business Transaction Categories
Business Transaction Subobjects
Event Handler and Callback Registration
Business Transaction Enhancements
Performance Considerations: Business Add-Ins for Business Transactions
Follow-Up Transactions
Status Management in Business Transactions
Authorization Check in Business Transactions
Process Flow of the Authorization Check in Business Transactions
Check for Visibility in the Organizational Model
Authorization Objects and Authorization Fields
Examples for the Authorization Assignment
Authorization Check at Field Level
Incompleteness Check in Business Transactions
Approvals for Business Transactions
Performance Optimization for Business Transactions
Asynchronous Update
Asynchronous Update for ERP Sales Documents
Performance-Enhanced Item List
Data Exchange for Business Transactions
Data Exchange for Sales Transactions: CRM Enterprise– ERP System
Interdependent Changes
Defining ERP as Leading System (Data Exchange Scenarios X, Y, Z)
Data Exchange for Quotations: CRM Enterprise – ERP System
Data Exchange for Sales Orders: CRM Enterprise – ERP System
Data Exchange for Sales Transactions: CRM Enterprise– CRM Mobile
Data Exchange for Service Orders: SAP CRM - SAP ERP / SAP APO
Data Exchange for Service Confirmations: SAP CRM - SAP ERP
Data Exchange for Complaints: SAP CRM - SAP ERP
Data Exchange for Activities: CRM Server and CRM Mobile Sales
Data Exchange for Sales Contracts: SAP ECC – CRM Enterprise
Data Exchange for Sales Contracts: CRM Enterprise – CRM Mobile
Data Exchange for Opportunities: CRM Enterprise - CRM Mobile
Communication Management Software
Free Seating
Toolbar
Context Area
Context Transfer
Presence Status
Integration of Communication Events into Business Processes
Instant Messaging for Internal Collaboration
Communication Channel Blending
CRM Access Control Engine
Administration of the CRM Access Control Engine (ACE)
Background of the CRM Access Control Engine (ACE)
Access Rights for Roles
Representation of Existing Relationships in the Organizational Model in ACE
Partner Processing
Basic Elements of Partner Processing
Partner Functions
"Undefined Partner"
Excluding Partner Functions in Master Data
Blocking Partner Functions in Partner Processing
Access Sequences
Partner Determination Procedures
Partner Redetermination
Alternative Partner Proposal
Partner Processing and Business Partner Master Data
Partner Determination Using Business Partner Relationships
Contact Relationship
Partner Processing and Organizational Data
Attributes and Rules Used in Partner Determination
Partner Teams
Conceptual Differences: Partner Processing in SAP CRM and SAP ECC
Date Management (CRM-BF-DAT)
Date
Duration
Date Rules
Reference Objects
Dates in Business Transactions
Text Management
Standard Texts in CRM
Text Object
Text Type
Text Format
Text Determination Procedure
Definition of Text Determination Procedure
Text Determination
Type of Text Transfer
Definition of Access Sequence
Assignment of Fields
Check Text Customizing for Consistency
Setting New Text Types
Translating Text Types
Translating Procedure Descriptions and Access Sequence Descriptions
CRM Content Management
Documents
Linking Content Objects and Business Objects
Document Management
Document Processing
Finding Documents
Integrating Microsoft Word
Integrating Microsoft Excel
Integrating Product Lifecycle Management (PLM)
Adding Attachments
Version Management
Document Template Designer
Creating Adobe Templates
Creating Microsoft Word Templates
Content Servers
Exchanging Documents with the Mobile Client
Pricing
Pricing Process Flow
Condition Record
Price Lists
Condition Maintenance
Expiring Currencies
Price Agreements in Contracts
Promotion Pricing in Sales Orders
Maintaining Prices in Business Transactions
Approval Process for Price Changes
Differences in Pricing
Differences in Pricing in SAP CRM and SAP ERP
Differences in the Data Model
Performance-Optimized Pricing
Fast Group Condition Processing
Value-Dependent Group Conditions
User Exits and Fast Group Condition Processing
Billing
Billing Scenarios
Delivery-Related Billing
Services
Pricing
Partner Processing
Text Processing
Action Processing
Item Category Determination
Billing Due List
Release of Blocked Billing Due List Items
Analysis of Incomplete Billing Due List Items
Billing Execution
Collective Billing
Scheduled Billing in the Background
Billing in SAP GUI
Direct Billing
Cancellation of Billing
Retroactive Billing
Difference Calculation
Billing for Payment Card Transactions
Billing Document
Additional Billing Functions
Condition-Based Invoice Split
Supplementary Invoices
Intercompany Billing
Conversion of Expired Currencies
Billing of Services
External Billing of Service Transactions in SAP ECC
Billing Plans
Billing Request Lines
Milestone Billing Plan
Billing Plans for ERP Sales Documents
Output of Billing Documents
Integration
Data Transfer to SAP CRM via External Interface
Data Exchange with SAP ERP for Delivery-Related Billing
Data Transfer to SAP ERP Accounting
Data Exchange with SAP Global Trade Services
Data Transfer to SAP NetWeaver Business Intelligence
Billing in SPM
Invoice Creation Before Goods Issue
Billing for Third-Party Order Processing
Intercompany Billing for Intercompany TPOP
Billing for Internal Stock Transfers
Integration to Invoice Verification in SAP ERP Materials Management
Archiving of Billing Documents
Data Retention Tool Extended (DARTX)
Data Segment
Data View
Authorizations
DARTX: Extracting CRM Data
Displaying Extracted Data
Displaying and Exporting Data Views
Displaying Exported Data Views
SEPA Direct Debits
Free Goods
Product Configuration with the Configuration Engine in SAP CRM
Using SAP CRM Master Data
Using SAP ERP Master Data
Reference Characteristics in SAP CRM
Message Characteristics
Importing Knowledge Bases
Making Images and Other Information Available
Automatic Transfer of Default Configuration
UI Modeling
Interactive Configuration on the Configuration Screen
Temporary UI Settings
Fast Configuration Entry
Displaying Prices
Displaying Images and Additional Information
Comparing Product Configurations
Comparison with Product Variants
Conflict Handling
Import or Export of Product Configuration
Output Determination
Conditions for Output
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
Actions
The Post Processing Framework in CRM
Controlling Actions
Processing Time
Scheduling Actions
Scheduled Actions
Conditions for Scheduling and Starting Actions
Changing Processing Parameters
Determining Conditions
Condition Editor
Processing Actions in Transactions
Scheduled Actions
Processing Actions Using the Application Toolbar (SAP GUI)
Action Monitor
Actions for Alerts
Actions for Contracts
Printing Transactions Using Actions
Dialog Boxes for Processing Actions
Electronic Output of Order Confirmations and Billing Documents
Action Profile Determination
Template Designer
Creating a Microsoft Word Template with Microsoft Office 2003
Creating an Adobe Template
Survey Tool
Survey Runtime
Survey Suite
Version Management
URL Usage
XML Parameters
Survey Printing
Payment Card Processing
Security for Payment Card Data
Preauthorization
Authorization
Authorization Validity
Address Verification
Card Verification Value Check
Reauthorization Report
Billing for Payment Card Transactions
Cash on Delivery
Gift Cards
Settings for Gift Cards
Entitlement Management
Entitlement
Entitlement Hierarchy
Special Settings in Products
Special Settings in Business Partners
Transaction History
Entitlement Profile
IDoc: Entitlements
Profile Determination
Profile Determination Process
Entitlement Program
Deposit Determination
Settings for Entitlement Determination
Deferred Clearing Scheme
Summary
Return Entitlement Program
Functions for Entitlement Management
Settings for Entitlement Determination
Quantity Flow and Adjustment
Inbound Due List for Entitlements
Functions for Monitoring Entitlements
Adjustment of Entitlements
Settlement of Entitlements
Settlement Due List for Entitlements
Entitlement Processing Using CRM Middleware
Inbound Adapter for Entitlements
Funds Management
Authorizations in Funds Management
Funds Plans
Funds Plan Status Management
Funds
Funds Plan and Fund Creation from External Applications
Fund Status Management
Checkbooks
Business Transactions Permitted on Funds
Fund Determination
Fund Usages
Fund Usages Status Management
Fund Posting
Availability Control in Claims and Funds
Budget Posting
Budget Posting Creation
Budget Posting Approval
Budget Posting Status Management
Accruals
Job Scheduling and Monitoring
Claims Management
Authorizations in Claims Management
Claims
Claim Settlements
Accounting Integration for Claim Settlements
Integration of Claim Settlements into SAP ERP Billing (SD-BIL)
Settlement Runs
Partial Settlements
Cancel and Correct Claims
Campaign Determination
Assignment of a Campaign or Trade Promotion
Assignment of Multiple Campaigns or Trade Promotions
Determination of Multiple Campaigns or Trade Promotions
Campaign Validation and Exclusivity Check
Sorting Campaigns or Trade Promotions
Determination of Free Goods
Credit Management
Business Partner Rating
Displaying Credit Master Data from the Credit Management System
Creating Business Partners with Integration with SAP Credit Management
Updating the Credit Risk Rating
Rating Procedure and Credit Rating Check in SAP CRM
Automatic Credit Check and Commitment Notification
Automatic Credit Check and Commitment Notification in SAP Credit Management (FIN-FSCM-CR in SAP ECC)
Automatic Credit Check and Commitment Notification in Credit Management (FI-AR-CR, SD-BF-CM in SAP ECC)
Commitment Notification for Unreplicated Documents
Integration of CRM Credit Limit Check with SAP ECC
Automatic Credit Check and Commitment Notification in an External Credit Management System Using XI
Subsequent Functions for Status "Credit Check Not OK"
Resetting the Confirmed Quantity
Processing Blocked Documents
Credit Analyst Workbench
Processing Blocked Transactions with Integration with External Credit Management Systems
Using External Reference IDs
Software Agent Framework (SAF)
Software Agent Framework (SAF) in SAP CRM
Configuration Help for Software Agent Framework
Configuration Help for Software Agent Framework in SAP CRM
Business Applications
Business Applications in SAP CRM
Knowledge Base Compilation
Knowledge Search
Knowledge Search in SAP CRM
Generic Information Security
Generic Information Security in SAP CRM
Architecture
Knowledge Repository
Engine Layer
Runtime Services
Runtime Services in SAP CRM
Design-Time Services
Frequently Asked Questions
Controlling Which Knowledge Entities Are Indexed
Controlling the Content of Knowledge Entities for Indexing
Searching Attribute Content and Document Content
Extending the Attribute Search in Knowledge Search
Extending the Attribute Search in Knowledge Search in SAP CRM
Search Engine
Search Engine in SAP CRM
Reporting
Web Services
Business Object Layer
Web Service-Enabled Business Objects
Creating a Web Service
Service Templates
Customer Exits
Example: Activity
Example: Billing Request
Example: Complaint
Example: Lead
Example: Opportunity
Example: Return
Example: Sales Contract
Example: Sales Order
Example: Sales Order Quotation
Example: Service Confirmation
Example: Service Contract
Example: Service Contract Quotation
Example: Service Order
Example: Service Order Quotation
Example: Service Order Template
Example: Service Plan
Example: Service Request
Example: Warranty Claim
Example: Case
Example: Campaign
Example: Counter
Example: Employee
Example: Installed Base
Example: Marketing Attributes BP
Example: Marketing Segments
Example: Object
Example: Product
Example: Investigative Case and Lead
Example: Investigative Case Management - Business Partner
Example: Investigative Case Management - Activity
Example: Investigative Case Management - Location
Example: Investigative Case Management - Object
Example: Investigative Case Management - Relationship
Web Service Consumption
Creating a BOL Object
Multilevel Categorization
Category Modeler
Authorizations for the Category Modeler
Forms of Categorization
Auto Suggest
Content Analysis
Merge Categorization Schemas
Import Categorization Schemas
Multilevel Categorization in CRM Case Management
Creating Multilevel Categorization Schemas for Case Management
Deploying Categorization Schemas for CRM Case Management
Defining Extended Attributes
Assigning Linked Objects
Using Multilevel Categorization Schemas in CRM Case Management
Categorizing Cases in CRM Case Management
Searching for Cases by Reference Category
Rule Builder
Rule Modeler
Creating Rule Policies
Rule Policies
Rules
Conditions
Actions and Parameters
Rule Policy Authorizations
Conflict Resolution
Data Protection
End of Purpose (EoP) Check
Blocking and Deletion of Personal Data in SAP CRM
Data Archiving
Data Archiving in SAP CRM
Three-Phase Model
Carrying Out Data Archiving
Archivability Check
Residence Time
Status Check for Business Objects
Application Log
Archiving of E-Mails
ILM Objects in SAP CRM
ILM Objects for Business Transactions and Master Data
ILM Objects for Marketing
ILM Objects for Sales
ILM Objects for Service
ILM Object for Interaction Center
ILM Objects for Industries
Data Destruction Objects in SAP CRM
Destroying Visit Plans
Archiving of Business Transactions
Available Archiving Objects
Understanding the Data That Is Archived
Attachments and Linkages in a Document Flow
Authorizations
Maintaining Residence Times
Searching and Displaying Archived Business Transactions
Master Data
Archiving of Partner/Product Ranges
Archiving the SAP Product
Restrictions
Technical Details About Archiving
Activating the Archiving Functionality
Archiving
Monitoring
Archiving Business Partners
Constraints
Activating the Archiving Functionality
Performing the Archiving
Monitoring
Territory Archiving
Basic Functions
Archiving Price Lists
Archiving Object CPEC_PRQUOT
Archiving of Price Quotations
Archiving of Billing Documents
Archivability Checks for Billing Documents
Archiving Fund Postings
Archiving Fund Usages
Archiving Validation Sheets
Archiving Gift Cards (CRM_GC)
Archiving of Entitlements
Available Archiving Objects
Authorizations
Maintaining Residence Times
Marketing
Archiving Marketing Data
Archiving Object CRM_MKTPL
Archiving Scenario Sets (CRM-MKT-MPL-SP)
Archiving Segmentation Elements
Archiving Marketing Vouchers
Archiving Indirect Relationship Tables with CRM_IND_RT
Archiving Live Rates Plans and Live Rates Planning Elements (CRM-FM-LRP)
Service
Archiving Readings for Measuring Points or Counters
Archiving Time Stamp Records
Archiving Installed Bases
Archiving of Problems (CRM-MD-SDB)
Archiving of Solutions (CRM-MD-SDB)
Interaction Center
Archiving Call Lists
Multichannel Integration
Archiving Personalization Data
Archiving Ratings and Reviews
SAP CRM for Industries
Utilities
Archiving Demand Side Management Programs
Archiving of IS-U/CRM Profiles
Financial Services
Archiving Account Origination Data
Archiving Personal Financial Statements with CRM_FS_PFS
Characteristics of CRM_FS_PFS
Technical Data of CRM_FS_PFS
Checks of CRM_FS_PFS
Performing Application-Specific Customizing of CRM_FS_PFS
Defining Preprocessing Variant for CRM_FS_PFS
Defining Write Variant for CRM_FS_PFS
Authorizations for Archiving Object CRM_FS_PFS
Enhancements of CRM_FS_PFS
Displaying Personal Financial Statements with CRM_FS_PFS
Archiving Banking Opportunities with CRM_OPPT
Characteristics of CRM_OPPT
Technical Data of CRM_OPPT
Checks of CRM_OPPT
Performing Application-Specific Customizing of CRM_OPPT
Defining Preprocessing Variant for CRM_OPPT
Defining Write Variant for CRM_OPPT
Authorizations for Archiving Object CRM_OPPT
Displaying Banking Opportunities with CRM_OPPT
Archiving Quotations and Sales Contracts with CRM_LEAS
Characteristics of CRM_LEAS
Technical Data of CRM_LEAS
Checks of CRM_LEAS
Defining Preprocessing Variant for CRM_LEAS
Defining Write Variant for CRM_LEAS
Authorizations for Archiving Object CRM_LEAS
Displaying Quotations or Sales Contracts with CRM_LEAS
High Tech
Archiving
Public Sector
Archiving of Enforcement Action
Data Archiving in Social Services
Archiving of Grantor Program
Enhancements with the Easy Enhancement Workbench in SAP CRM
Using Customer Includes
Easy Enhancement Workbench for Marketing
Easy Enhancement Workbench for Funds Management
Easy Enhancement Workbench for Grantor Management
Easy Enhancement Workbench for Business Transactions
Adding New Components to the Business Transaction
Adding New Fields to the Business Transaction
Easy Enhancement Workbench for Business Partners
Adding New Fields to the Business Partner
Adding New Tables to the Business Partner
Easy Enhancement Workbench for Installed Base Management
Easy Enhancement Workbench for Case Management
Easy Enhancement Workbench for Counters and Readings
Integration of SAP Jam with SAP CRM