Google+ SAP CRM Business Transactions - SAP ABAP

SAP CRM Business Transactions

SAP CRM Business transactions is all business transactions obtainable in CRM Online are based mostly on a typical interface and processing concept.The transaction processing interface serves to create, change, and display business transactions in CRM.This interface is used for all CRM business transactions, akin to Leads, Actions, Alternatives,Service Processes, Gross sales Transactions, or Contracts. They are all the time displayed in the identical format. Only particular person fields might change, according to the transaction sort being processed on the time.The following components are used in the screen for transaction processing:

  1. Locator: This allows you to discover any transaction or business companion you need to process.
  2. Work Area: Here you can create, change, or show transactions. It is divided into the areas Header, Normal Toolbar, Software Log, Tab Pages, Item Lists, and Item Details.




Enterprise transactions created in CRM can be used as a source doc when creating paperwork with reference. This allows the user to not solely copy related information from the source doc, but to also observe the paperwork that reference every other.

  1. Identical transaction sort
  2. Header and item information copied
  3. Doc stream just isn't up to date, i.e., no reference to original doc
  4. You possibly can choose the transaction kind for the observe-up doc, e.g. alternative to order
  5. Header data is copied and you'll select objects
  6. Doc circulation is updated
  7. Shows The Activity Manager is an important part of CRM and manages all activities to which your company workers might have contributed. All data saved in an exercise is a vital source of info that each one relevant employees must have entry to.

An exercise is a transaction type used to file information resulting from interaction between enterprise companions, undertaken at any time through the customer relationship life cycle.Actions may be deliberate, tracked, documented, or administered by consumer or person group.Activities are subdivided into business activities and tasks.

A business exercise is an activity sort that contains data on an interaction with a business companion at a particular time.A activity is an exercise sort that accommodates data on which actions have to be carried out by a number of staff by a particular date.Activities might be linked to the SAP Business Data Warehouse (SAP BW) for management reporting needs. Examples of activities are phone calls, buyer visits, preparatory duties, or non-public reminders.

You'll give you the option to access activities in different ways in CRM:
  1. Directly in the business or software workplace
  2. From a CRM scenario, e.g., in call heart or mobil shopper
The Exercise Monitor lets you call a listing of all actions created in the system based on various criteria. The Activity Monitor comprises three selection variants:
  1. My unfinished activities
  2. Unfinished actions in my division
  3. Unfinished actions by my colleagues
Inside the activity you probably can define data comparable to class ),precedence, standing , or the objective (arouse curiosity, customer support). Activities could be created and altered in the calendar. The calendar could be synchronized with MSOutlook.Actions could be created in CRM Online as nicely as in the mobile gross sales application. Activities are exchanged between techniques via Middleware so you at all times have the most recent data on your activities.

Lead Administration serves to automate advance gross sales activities, thereby creating freedom for Gross sales to think about promising prospects and opportunities.Leads are business transactions created and managed in Marketing.The Lead Management process consists of the next phases:
  1. Lead generation can take place on the premise of inbound or outbound enterprise actions with business partners.
  2. Lead qualification is an iterative and interactive process that can be processed quite a few times in a lead during a specific period of time. As lengthy as the lead has reached a specific qualification level (for example, Scorching), it could be changed into an opportunity and be transferred to Sales for additional processing.
  3. Strategic reporting features are available to Lead Administration and higher administration ranges to allow the lead degree of success to be measured.

Use of Lead Management is optional.

Alternative Management is the editing course of for opportunities. The purpose of that is to generate as many orders as possible inside an optimized gross sales process. Gross sales processes become extra clear via using Alternative Management, and will be monitored and evaluated more efficiently.It is notably worthwhile using Alternative Management when:
  1. A lot of sales staff are active
  2. High-value sales orders are positioned
  3. Gross sales cycles stretch over a long period of time
A possibility passes via a gross sales cycle that's marked by totally different phases.Sales cycles and the phases in a sales cycle could be outlined in response to company-particular requirements (for instance, totally different gross sales cycles and phases for brand new customer enterprise, as opposed to present buyer business).Alternatives can serve as a central shell for your entire gross sales process, from which actions,quotations, contracts, and duties can result.

The quality of the gross sales course of has a large affect on success. A structured sales methodology enables sales initiatives to be controlled optimally, thereby increasing the quality of the sales process substantially.From Launch 3.0 a gross sales methodology geared towards company-specific sales processes can be displayed and employed inside Alternative Management. Staff are led by means of an optimal gross sales course of - from identifying a gross sales result in concluding a sale. The gross sales methodology consists of the next modules:
  1. Gross sales assistant
  2. Venture targets
  3. Undertaking organization chart (Shopping for Center)
  4. Competitor evaluation
  5. Opportunity evaluation
  6. Opportunity plan

Sources for CRM sales orders are:
  1. By approach of the CIC, the agent can create a gross sales order directly in CRM.
  2. The mobile sales consultant can enter an order of their laptop computer or PDA and have the order transferred to CRM via Middle ware.
  3. Orders will be created in SAP Web Sales in CRM and transferred to R/3 for execution.
  4. Orders might be entered straight in CRM no matter channel by way of the operate Process Sales Transaction.
Orders come from numerous sources, however finally they're executed in R/three and get a standing replace from there.When creating a CRM sales order, the next features are supported:

  1. Product pricing and product configuration via the Internet Pricing and Configurator (IPC). R/3 situations from the pricing viewpoint are downloaded into CRM. Data base info on the R/three variant configuration from the variant configuration viewpoint is downloaded into CRM.
  2. Actual-time Accessible-to-Promise (ATP) checks by utilizing SAP Advanced Planner and Optimizer (APO).
  3. The uniform structure of the enterprise transaction makes it attainable for different transaction varieties to have basically the identical structure. Business transactions that serve to course of gross sales processes (for example, quotations and gross sales orders) have the next structure:
  4. Header data:Header knowledge is common knowledge that applies to the whole document, for instance: offered-to party, purchase order number, transaction kind n Merchandise data:Item knowledge consists of entries which can be valid for these things only, for example, product quantity, quantity and worth (item value)
  5. Schedule strains Subdivides an merchandise based on quantity and delivery date; an item can comprise any variety of schedule strains
  6. Other business transactions might use solely subareas of the construction described above in protecting with their application. In this approach, header knowledge and optionally available merchandise information might be maintained for opportunities, but no schedule traces are used.



The precise business perform or choice takes place at merchandise level in a enterprise transaction.It's doable, for instance, to mix citation and order items in a gross sales transaction. That is managed by the status of the item.For instance, you may very quickly and efficiently convert the citation item originally requested by the customer into an order merchandise in the Interplay Center.Contracts are used to increase buyer loyalty.A contract is an outline agreement that allows the shopper to access products or services underneath particular circumstances agreed upon prematurely, such as decrease prices. The following contract varieties are at present supported in CRM:
  1. Gross sales contracts (amount, or worth contracts)
  2. Service contracts
  3. Leasing contracts (obtainable for take a glance at functions solely)
  4. Features corresponding to date administration, promotions, terms of cost, and cancellation guidelines are used inside the framework of working with contracts.
  5. Merchandise in a contract can be referred to as per gross sales order via CRM Online and Web Sales.
  6. A callable product can be outlined as a person callable product, a product selection, or a product category for a contract item.
  7. Begin and finish dates, in addition to contract terms, will be controlled by means of knowledge profiles.

Long-time period customer agreements are made with service contracts. Service contracts be certain that specific companies are rendered for the client in a predefined period of time. For example, within the event of a technical fault in a machine, the customer is assured that a technician can be on site inside four hours to restore the defect.In the course of the validity interval of the service contract, you have to use the service contract to:
  1. Send out automatic billing for contract fees at common intervals
  2. Decide whether or not a service request from the shopper is covered by the service contract
  3. Decide which contractual value agreements are legitimate for providers
  4. Decide whether the customer’s request for cancellation is legitimate
  5. Set off follow-up activities earlier than the service contract expires
Within the service contract, assured providers are represented by service products which might be entered within the contract items. Service product properties are outlined in Service Degree Agreements (SLA), which are ascertained by varied parameters corresponding to response time and readiness. If the services agreed upon in the SLA can't be rendered in time, a predefined escalation process might be started automatically.Installations and equipment that the contract gadgets confer with may be assigned by you as installations or set up parts within the contract items.

A service transaction serves to show providers in the system. From the business viewpoint, a service transaction can either have the character of a task, or can serve to enter an inquiry. Service transaction objects embrace service merchandise (companies), spare components, or supply-relevant gross sales items.Service transactions will be entered in a quantity of ways:
  1. By an employee in CRM
  2. By an employee within the Interaction Heart
  3. By a buyer through the Web
  4. By a field service employee utilizing a laptop computer
Service workers will be assigned and planned utilizing the useful resource planning tool.The workforce management core is used to do this. An APO System is required.The service worker receives transaction data on his or her cell system (handheld or laptop) with which she or he can affirm working hours and material consumption. Service confirmations are saved as follow-up paperwork to the service transactions.Billing can happen on a set-price foundation or according to the amount of labor involved.Controlling for the companies takes place in mySAP Financials. Complaints and returns can be entered in CRM for items or services rejected by the client as part of complaints processing.

Complaints processing is built-in with the service and sales transactions. It's possible to retailer criticism or returns paperwork as observe-up documents and thereby transfer knowledge from the related earlier document.A selection of comply with-up processes may be triggered utilizing actions as a half of the complaints process.These can be credit score or debit memo request items, or paperwork resembling activities or paperwork in R/3 (for instance, restore contracts).

A criticism can result in a return. Solely gadgets with the product sort can comprise returns.Credit score memo gadgets, return items, and replacement delivery objects may be created throughout the return.For credit memo items inside a return, a knowledge switch takes place in R/3 so lengthy as exterior billing was chosen (you possibly can decide whether or not the credit memo ought to be generated utilizing CRM Billing or be created in R/3). For substitute supply items, the goods subject document is created in R/3. n You've got the likelihood to create statistics for analysis purposes by the use of integration with the SAP Enterprise Info Warehouse (SAP BW).

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