Overview of Data Sources in Customer Relationship Management

Overview

The system delivers predefined content for reports that are defined in your scope. In the Design Reports view, you can create and edit their own reports to suit business requirements and processes. Data from key figures and characteristics in a data source or a key figure group serves as the basis for your reports.

This document provides a list of all data sources, key figure structures and key figure grids that are available in Customer Relationship Management.

Data Sources

Data Source ID

Data Source Name

Description

Access Context

CRMOPQU

Sales Analysis Pipeline

Contains all opportunities and quotes. It allows you to analyze opportunities and sales quotes by various criteria or key figures.

Sales

CRMCQTIB

Sales Quote Item

Contains data on the quantities and values of sales quote items. It allows you to analyze the distribution of sales quote items across organizational units.

Sales

CRMACTU

All Activities

Contains all types of activities. It allows you to analyze number and usage of all six activity types.

Sales, Customer Service, Marketing

CRMSROU

Service Order Header and Item

Contains values of service orders in total and on item level. It allows you to analyze status, workload and responsibility for the organizational units, and to calculate the usage of service categories and warranties.

Customer Service

CRMSLOIHB

Sales Order Item historical data

Contains historical data on the quantities and values of sales order items.

Sales, Customer Service

CRMPCAHB

Phone Call

Contains all phone calls. It allows you to analyze the usage of activities by type phone call.

Sales, Customer Service, Marketing

CRMCRTHB

Customer Returns Header

Contains values of customer returns in total. It allows you to analyze status, workload and responsibility for the organizational units and is used to calculate the return rate related to sales revenue.

Sales

CRMCQTHB

Sales Quote Header

Contains data on the quantities and values of sales quotes in total. It allows you to analyze the distribution of sales quotes across organizational units.

Sales

CRMSLOHB

Sales Order Header

Contains data on the quantities and values of sales orders in total. It allows you to analyze the development and distribution of sales orders as a workload indicator across organizational units.

Sales, Customer Service

CRMFXAHB

Fax

Contains all faxes. It allows you to analyze the usage of activities by type fax.

Sales, Customer Service, Marketing

CRMTKAHB

Activity Task

Contains all activity tasks. It allows you to analyze the usage of activities by type activity tasks.

Sales, Customer Service, Marketing

CRMLTAHB

Letter

Contains all letters. It allows you to analyze the usage of activities by type letters.

Sales, Customer Service, Marketing

CRMEMAHB

E-Mail

Contains all E-Mails. It allows you to analyze the usage of Activities by type E-Mails.

Sales, Customer Service, Marketing

CRMKBU

Used Knowledge Base Articles

Contains knowledge base articles used in service requests and service orders. It allows you to analyze the usage and reuse of them in the different objects.

CRMCIVHB

Customer Invoice Header

Contains all customer invoice headers. It provides a basis for reporting on queries to identify customer invoice reference IDs, and document types, business partners like account or bill-to parties, for example.

Company

CRMSRQHHB

Service Request History

Contains historical data on the quantities and values of service requests.

Customer Service

CRMSORHHB

Service Order History

Contains historical data on the quantities and values of service orders.

Customer Service

CRMSRSCB

Service Request

Contains all service requests. It allows you to analyze the service requests, their usage, and all relevant informations.

CRMSOSCB

Service Order Header

Contains values of service orders in total. It allows you to analyze status, workload and responsibility for the organizational units and to calculate due date compliance and usage of service categories and warranties.

CRMSCFIB

Service Confirmation Item

Contains all quantities and values of service confirmation items. It allows you to analyze status, coverage, services and spare parts consumption and is used to calculate its compliance to referenced service order items.

Customer Service

CRMSORIB

Service Order Item

Contains all quantities and values of service order items. It allows you to analyze status, logistics, planned services and spare parts consumption and to calculate compliance to confirmed services.

Customer Service

CRMSORHB

Service Order Header

Contains values of service orders in total. It allows you to analyze status, workload and responsibility for the organizational units and to calculate due date compliance and usage of service categories and warranties.

Customer Service

CRMSRQHB

Service Request

Contains all service requests. It allows you to analyze the service requests, their usage, and all relevant informations.

Customer Service

CRMCIVIB

Customer Invoice Item

Contains all customer invoice items. It provides you with information on the products, quantities, gross amounts, net amounts, and tax amounts.

Company

CRMSRSPB

Assigned KB Articles for Service Request

Contains all service requests with and attached KB article. It allows you to analyze where and how often a certain KB article was used.

CRMSOSPB

Assigned KB Articles for Service Order

Contains all service orders with attached KB articles. It allows you to analyze where and how often a certain KB article was used.

CRMLEAHB

Lead

Contains all leads. It allows you to analyze leads by various criteria such as by category, by status or by origin.

Employee Self Service, Employee, Sales, Marketing

CRMOPPIB

Opportunity Item

Contains all opportunity item data. It allows you to analyze opportunities by item data such as opportunity items or net values.

Employee Self Service, Employee, Sales

CRMSLOIB

Sales Order Item

Contains data on the quantities and values of sales order items. It allows you to analyze the development and distribution of sales order items across organizational units.

Sales, Customer Service

CRMSCFHB

Service Confirmation Header

Contains values of service confirmations in total. It allows you to analyze status, workload and responsibility for the organizational units and is used to calculate usage of categories and rate of due date compliance.

Customer Service

CRMOPPU

Opportunity Header and Item

Contains all opportunities with their header and item data. It allows you to analyze opportunities by header and item data such as sales cycle, sales phase, expected value, opportunity items or net values.

Employee Self Service, Employee, Sales

CRMAPAHB

Appointment

Contains all appointments. It allows you to analyze the usage of activities by type appointment.

Sales, Customer Service, Marketing

CRMCPASB

Knowledge Base Article

Contains all knowledge base articles. It allows you to analyze all KB articles.

CRMSLEB

Service Level

Contains parameters and values of a service level objective. It allows you to analyze status, usage and is used to calculate the rate of due date compliance in service request and service order processes.

CRMQUFU

Sales Quote Funnel

Contains data on the development of sales quotes. It allows you to analyze and monitor the progress of sales quotes across organizational units.

Sales

CRMOPFU

Opportunity Funnel

Contains all opportunities and their related objects. It allows you to analyze all sales quotes and sales orders that originate, either directly or indirectly, from these opportunities.

Sales

CRMLEFU

Lead Funnel

Contains all leads and their related objects. It allows you to analyze all opportunities, sales quotes and sales orders that originate, either directly or indirectly, from these leads.

Sales

CRMSRSOCU

Service Order, Sales Order & Service Confirmation Item

Contains service confirmations for service items originating either from sales orders or service orders. It helps you to track the ordered, the confirmed and the invoiced quantities.

Customer Service

CRMSRSCIB

Service Order Item & Service Confirmation Item

Contains service confirmations for service items originating from service orders. It helps you to analyze the ordered and the confirmed quantities.

Customer Service

CRMSLSCIB

Sales Order Item & Service Confirmation Item

Contains service confirmations for service items originating from sales orders. It helps you to analyze the ordered and the confirmed quantities.

Company, Sales, Customer Service

CRMSOCU01

Service Order and Service Confirmation

Contains service order and service confirmation header and item data. It helps you to track the ordered and the confirmed quantities and due date compliance.

Customer Service

CRMCRTU

Customer Returns

Contains all quantities and values of customer returns. It allows you to analyze status, workload and responsibility for the organizational units and to calculate return share of sales revenue and return rate of products.

Sales

CRMSCU

Used Service Categories

Contains all parameters and values of service categories. It allows you to analyze how often a certain service category has been used in service processes, for example in service requests, service orders and in the knowledge base.

CRMSCSCB

Service Confirmation Header

Contains values of service confirmations in total. It allows you to analyze status, workload and responsibility for the organizational units and is used to calculate usage of categories and rate of due date compliance.

CRMOPPHB

Opportunity Header

Contains all opportunity header data. It allows you to analyze opportunities by header data such as sales cycle, sales phase or expected value.

Employee Self Service, Employee, Sales

CRMCRTIB

Customer Returns Item

Contains all quantities and values of return items. It allows you to analyze status and reason for return and is used to calculate the return rate for different products.

Sales

CRMSOCU02

Used Service Categories

Contains all parameters and values of service categories. It allows you to analyze how often a certain service category has been used in service processes, for example in service requests, service orders and in the knowledge base.

Customer Service

CRMSHSCIB

Service Order Header & Service Confirmation Item

Contains service confirmations for service items originating from service orders.

Customer Service

CRMSTPU01

Sales Target Setting

Enables managers to enter and change sales targets. If the report is opened with a browser, sales targets can be displayed but not changed.

Sales Planing

CRMPOSTLB

Sales Transaction List (Point-of-Sale)

Contains item amounts for all point-of-sale transactions. The report allows you to check for completeness, and correct transmission.

Company

CRMPOSTVB

Sales Transaction Volume (Point-of-Sale)

Contains quantities and amounts for all released point-of-sale transactions. For example, the report allows you to analyze the volume of point-of-sale transactions by month or project.

Company

CRMTGPHB

Target Group Header

Contains data on the target group header.

Marketing

CRMTGPMB

Target Group Member

Contains all target group member data. It allows you to analyze target group members by data such as target group life cycle status, target group creation date or target group member number value.

Marketing

CRMSTPP

Sales Target Setting

Enables managers to enter and change sales targets with Excel. If this report is opened with a browser, sales targets can be displayed but not changed.

Sales Planing

CRMCCOHB

Customer Contract Header

Contains data on the customer contracts.

Customer Service

CRMCCOIB

Customer Contract Item

Contains data on the customer contract items.

Customer Service

CRMCPGHB

Campaign Header

Contains data on the campaign header.

Marketing

CRMOACTU

All Activities with Predecessor Opportunities.

Shows all types of activities which includes Phone calls, e-mails, faxes, appointments, letters and activity tasks that originate directly from opportunities.

Presales

CRMOAPAHB

All Appointments with Predecessor Opportunities.

Shows all appointment activities that originate directly from opportunities.

Presales

CRMOEMAHB

All E-Mails with Predecessor Opportunities

Shows all e-mail activities that originate directly from opportunities.

Presales

CRMOFXAHB

All Fax with Predecessor Opportunities

Shows all fax activities that originate directly from opportunities.

Presales

CRMOLTAHB

All Letters with Predecessor Opportunities

Shows all letter activities that originate directly from opportunities.

Presales

CRMOPCAHB

All Phone Calls with Predecessor Opportunities

Shows all phone call activities that originate directly from opportunities.

Presales

CRMOTKAHB

All Tasks with Predecessor Opportunities

Shows all activity tasks that originate directly from opportunities.

Presales

CRMRVFU

Revenue Forecast Data

Contains periodic revenue forecast data from various business transaction documents namely: sales order, service order, contracts, customer returns, opportunities; and sales planning data.

Note: In case of sales orders, service orders, contracts: only released documents items’ values are available in this data source.

Sales

Key Figure Groups

Key Figure Group ID

Key Figure Group Name

Description

CRMACTU_GRI_01

My Activity History

Contains the number of activities, which includes Phone calls, E-Mails, Faxes, Appointments, Letters and Activity Tasks of a specified time frame.

CRMCIVIB_STR_01

Invoice Volume Month to Date/Year to Date

Contains the net revenue which is a sum of net amount for invoices, credit memos, and correction invoices.

CRMCIVIB_STR_02

Open Documents Customer Invoicing

Contains the net revenue which is a sum of net amount for invoices, credit memos, and correction invoices if the invoice status is not released.

CRMCQTIB_STR_01

Quote Volume

Shows the values in sales quotes. By default, the year-to-date net values for the current year are displayed.

CRMCRTU_GRI_04

Return Rate KPI

Shows the return rate of sales documents.

CRMCRTU_STR_01

Return Rate KPI

Shows the return rate of sales documents.

CRMKBU_STR_01

Knowledge Base - Where Used

Shows the Knowlege Base Articles most commonly assigned to service requests and service orders. It identifies the most common issues that your service desk handles.

CRMLEAHB_STR_01

Leads - Accepted and Rejected

Contains the number of accepted, rejected and closed leads coming from both sales and marketing.

CRMLEFU_STR_01

Lead Funnel

Shows the leads, and the opportunities, quotes, and orders that originate, either directly or indirectly, from these leads.

CRMOPFU_STR_01

Opportunity Funnel

Shows the opportunities and the quotes and orders that originate, either directly or indirectly, from these opportunities.

CRMOPPU_GRI_02

Opportunities - Won and Lost

Contains the won and lost opportunities by number, by percentage ands by values. The values are derived either from the opportunity header or item level.

CRMOPPU_STR_01

Opportunity - Expected and Weighted Values

Contains the number of opportunities, the expected and weighted values as well as item values and chance of success. All values are derived from the opportunity header level.

CRMOPPU_STR_02

Opportunities - Won and Lost

Contains the won and lost opportunities by number, by percentage ands by values. The values are derived either from the opportunity header or item level.

CRMOPPU_STR_03

Opportunity Volume

Shows the number, value, and quantity of opportunities.

CRMOPPU_STR_04

Opportunities - Won and Lost

Contains the won and lost opportunities by number, by percentage ands by values. The values are derived either from the opportunity header or item level.

CRMOPQU_STR_01

Sales Pipeline

Shows the value of open and in process opportunities and quotes. It indicates the potential revenue from sales based on the transactions currently in the pre-sales process.

CRMQUFU_STR_01

Sales Quote Funnel

Contains the value of sales quotes and its referenced value of sales orders.

CRMSCU_STR_01

Used Service Categories

Contains the top 5 service categories used across Service Orders, Service Requests and Service Confirmations.

CRMSHSCIB_STR_01

Number of Service Orders executed per Service Performer

Contains the average performance of the service performers based on the total number of service orders.

CRMSLOIB_STR_01

Sales Order Volume

Contains the net amount and number of items from the sales order and the net amount, number of items from customer returns as well as a comparison of those.

CRMSLOIHB_STR_01

Sales Order Volume History

Contains the historical values of sales orders available per key date.

CRMSLSCIB_STR_01

Order, Confirmation, Invoice - quantity and value comparison

Contains the quantities and net values of the Sales Orders, the related Service Confirmations and Invoices for comparison.

CRMSOCU01_STR_01

Service Orders/Confirmations - planned and actual data

Contains the planned quantities and durations from the service orders, the actual quantities and durations from related service confirmations as well as a comparison of those.

CRMSOHSTB_GRI_01

Service Order Backlog

Shows the number of incoming and finished service orders, as well as how many of them have to be processed or executed (backlog) and how these numbers developed over time.

CRMSORHB_GRI_01

Service Order Completion Rate

Gives a comparison between the incoming and finished service orders for the rolling week.

CRMSORHB_GRI_02

Service Order Daily Average

Gives a daily average between the incoming and finished service orders.

CRMSORHB_GRI_03

Service Order Completion Rate (Service Performer)

Contrasts the incoming with the finished service orders for the past seven days.

CRMSORHB_GRI_10

Average Call Closure Time

Contains the average time required to complete the Service Orders, for all orders that are not cancelled.

CRMACTU_GRI_01

My Activity History

Contains the number of activities, which includes Phone calls, E-Mails, Faxes, Appointments, Letters and Activity Tasks of a specified time frame.

CRMSORHB_STR_02

Average Call Closure Time

Contains the average time required to complete the Service Orders, for all orders that are not cancelled.

CRMSORHB_STR_03

Due Date Compliance (Service Orders)

Contains the number and percentages of on-schedule and not on-schedule service orders related to the 3 service level due dates Initial Response By Date, Arrival at Customer By Date and Completion By Date.

CRMSORHB_STR_04

Service Order Statistics

Shows a comparison between the service orders with warranty to that of the total number of service orders.

CRMSRHSTB_GRI_01

Service Request Backlog

Shows the number of outstanding service requests.

CRMSRHSTB_GRI_02

Daily Average Service Request Backlog

Shows the daily average service request backlog for the month-to-date or year-to-date.

CRMSRHSTB_GRI_03

Daily Average Service Request Backlog (Year)

Daily Average Service Request Backlog (Year)

CRMSRHSTB_GRI_04

Daily Average Service Request Backlog (Service Organization)

Daily Average Service Request Backlog (Service Organization)

CRMSRHSTB_GRI_05

Daily Average Service Request Backlog (Priority)

Daily Average Service Request Backlog (Priority)

CRMSROU_STR_01

Number of Service Orders under Warranty

Shows the number of service orders and the number of service orders under warranty.

CRMSRQHB_GRI_01

Service Request Completion Rate

Shows a comparison between the incoming and completed service requests over the last 7 days.

CRMSRQHB_GRI_02

Service Request Daily Average

Shows daily average of the incoming and completed service requests

CRMSRQHB_GRI_03

Rate of Compliance Service Request (Service Organization)

Shows the rate of compliance for service requests (service organization).

CRMSRQHB_GRI_04

Rate of Compliance Service Request

Shows the rate of compliance for service requests for the current and previous periods.

CRMSRQHB_STR_01

Average Service Request Lead Time

Contains the number of service requests, its lead time and average lead time.

CRMSRQHB_STR_02

Rate of Compliance Service Request (Priority)

Shows the rate of compliance for the service requests as against its priority

CRMSRQHB_STR_03

First Call Resolution Rate (Service Requests)

Contains the closed service requests, the first call resolution rate and the number closed after only one interaction.

CRMSRQHB_STR_05

Due Date Compliance (Service Requests)

Contains the number and percentages of on-schedule and not on-schedule service requests related to the 2 service level due dates initial response by date and completion by date.

CRMSRQHB_STR_06

Rate of Compliance Service Request (Bottom-10 Service Category)

Shows the rate of compliaces for service requests for the bottom-10 service categories.

CRMSRQHHB_STR_01

Daily Average Service Request Backlog (Last 6 Months)

Shows the daily average service request backlog for the last 6 months.

CRMSRSOCU_STR_01

Order, Confirmation, Invoice - quantity and value comparison

Contains the quantities and net values of the Sales and Service Orders, the related Service Confirmations and Invoices for comparison.

CRMPOSTLB_STR_01

Sales Transaction List (Point-of-Sale)

Contains the gross, net, and tax amounts, and the document gross, net, and tax amounts.

CRMPOSTVB_STR_01

Sales Transaction Volume (Point-of-Sale)

Contains the gross, net, and tax amounts and quantities.

CRMRVFU_STR_01

Revenue Forecast Data

Contains calculated key figures: Ordered Revenue Forecast, Ordered Revenue Forecast + Opportunity Forecast, (Ordered Revenue Forecast + Opportunity Forecast) – Target, (Ordered Revenue Forecast + Opportunity Forecast)/Target %. This also contains other key figures namely: periodic net values, periodic gross values, periodic net values without freight, periodic gross values without freight of document items, and sales target amounts.