SMALL DATA ABOUT SAP CRM TRANSACTIONS

1. Leading Business Transaction Category
Specifies the leading business context in which a transaction type can be used (for
example, service, sales, activity).
Dependencies
The leading business transaction category is not in a hierarchical relationship to the other
business transaction categories assigned to a transaction type. It merely enters a
preference. A transaction with the business transaction categories 'sales' and 'business
activity' would, for example, be more likely to have 'sales' as a leading business
transaction category than 'business activity'. In the locator for transaction processing, a
transaction with this transaction type would be displayed as a sales transaction, not as a
business activity.
Example
When creating a business transaction type "standard order", you would choose Sales as a
leading business transaction category. You could however also assign the business
transaction category Activity.
Status object type in CRM business transaction
Specifies with which status object type the status object of a CRMbusiness transaction or
of a CRM business transaction item should be created.
Use
If this field is empty, the status object type COI is chosen for the item and the status
object type COH for the header.
The allowed status object types must be specified in the CRMC_OBJ_TYPE table. This
table is a system table. Changes to the table count as a modification.
The option of creating the status objects for the business transaction with a separate status
object type is particularly useful for business transactions (for example, Leasing) that are
heavily based on status management and therefore use a different status control than the
standard.
No Change Document Update for Transaction Type
Specifies whether the change documents should be updated for the document tables for
the transaction type, and whether the system should therefore create a change history.
Definition of item categories:
CRM Item Object Type
Defines the business context for an item category.

2. Assign BW and CO
Controls the assignment of the item in the Business Information Warehouse (BW) and
Controlling (CO).
Use
These entries make it possible to separate the various business scenarios for BW
reporting and controlling.
For items with the following item object types, the "Sales" or "Service" assignments are
possible:
Sales
Complaints
Credit memo
Debit memo
Returns
Free-of-charge delivery,
Example: You can assign a sales item to the "Service" scenario, for example, to
distinguish between new business and replacement parts business.
If you do not make an entry in this field, "sales" is taken as the default.
For item object categories from service, an assignment is always made to the "service"
scenario. This field therefore cannot be maintained.
Billing Relevance
Specifies one of the following billing scenarios for an item category:
Not Relevant for Billing
The item category is not relevant for billing (for example, a free-of-charge delivery item
or quotation item).
External Billing
Billing takes place in SAP ERP (for example, for sales orders or contract release orders)
or in another external system.
Transaction-related billing:
Billing After Contract Release
The order quantity is billed for the contract once it is released.
Transaction-Related Billing According to Order Quantity
The order quantity is billed for a transaction, for example, a credit memo request
resulting from a complaint.
Transaction-Related Billing After Completion
The order quantity is billed once a transaction (primarily a service order) is completed.
Delivery-related billing:
Transaction-Related Billing According to Delivery Quantity

3. The cumulated delivery quantity is billed for a transaction (the SAP ERP delivery
transfers the delivery quantity to the SAP CRM transaction).
Note: With this setting, you must make sure that the relevant item category in SAP ERP
is defined as not relevant for billing.
Delivery-Related Billing
Deliveries created in SAP ERP after goods issue are billed in SAP CRM. We recommend
this setting since the billing documents that are created relate to individual deliveries.
Note: With this setting, you must make sure that the relevant item category is set to Q in
the SAP ERP.
Delivery-Related Billing - No Zero Quantities
Deliveries with a quantity of zero are not billed. If you use bills of materials or batches,
the delivery has a zero product quantity in the main item. In the subitems, the product is
listed with the batch and the relevant quantity. With this setting, only the subitems are
billed.
Usage-based billing for service contracts:
Usage-Based Billing After Prebilling
Usage-Based Billing After Pool Prebilling
For both of the above, items are only billed after prebilling has taken place.
Value-Based Billing After Approval
Claims relating to trade promotions are settled after approval.
Note:
This setting also plays a role for payment card authorizations. The system must recognize
whether a value needs to be determined for the authorization. This is always the case
when an item is relevant for billing.
Define Item Category Group
With the help of the item category group, you review the various products from a
business view for item category determination. Enter the item category group for each
product in the product master.
During business transaction processing, the system creates the item category from the
item category group for the product, and from the business transaction category, and
proposes it in the document. You can assign item categories to business transaction types
and item category groups in the process Maintain item category determination.
Define Item Category Determination
In this process, you can define, per business transaction category and item category
group, which item categories the system defaults for processing business transactions. At
the same time, you can define which item categories can alternatively be entered
manually for system default. There are a maximum of three alternative item categories
possible.

4. For example, if you enter a product with the item category group NORM in a sales order,
the SAP system creates the item category allowed by assigning the item categories
allowed for business transaction categories to item category groups.
The system proposal and the alternatives possibly allowed are always created from the
business transaction category as well as from one or two further dependant criteria. The
system default is dependant on the following criteria:
Business transaction type
Item category group
Item category for higher-level item
Item category usage
Depending on the transaction type and business transaction category, it does not always
make sense to assign item categories to the transaction type. Each item category is
assigned to an item object category, which should only be used in certain business
transaction categories.
Recommendation
You can start differenty with the assignment, depending on the the output situation:
If you define a new business transaction type, you should define the default item category
and the item categories allowed for the products, which are represented by the item
category groups.
If you define a new item category, you should, for the products which are represented by
the item category group, define for which business transaction types an item category is
proposed, or which item category is possible.
If you define a new item category group, you should enhance the assignment of an item
category to business transaction categories with these new item category groups.
Activities
To define item category determination, for example, take the following steps:
1. Choose the business transaction type from which you want to assign item categories.
2. Then choose an item category group.
3. For the combination of business transaction type and item category group, enter all
item categories allowed.
In the case of an item without reference to a product, you must enter the corresponding
item usage.
In the case of an item category which is to be proposed in the sales document, you must
select the combination of item category, item category group and business transaction
type as a default value.
4. Enter, if necessary, one to a maximum of three item categories, with which the system
default can be overwritten manually during business transaction processing.

5. Further notes
Possible occurence of item object categories within a business transaction:
Key:
+ necessary for minimal integrity
o optional
Activity task
Activity contact
Opportunity o Opportunity item
Service contract o customer billing request item
o Customer financing item
o Customer credit memo request item
o Reference object item
o Service contract item
o Service item
Service confirmation o Service confirmation item
Service transaction o Sales order item
o Customer substitute delivery item
o Customer billing request item
o Customer credit memo request item
o Customer complaints item
o Customer returns item
o Reference object item
o Service contract item
o Service item
Sales contract o order item
o Customer billing request item
o Customer financing item
o Customer credit memo request item
o Customer contract item
o Customer returns item
o Reference object item
o Service contract item
o Service item
Sales transaction o order item
o Customer substitute delivery item
o Customer billing request item
o Customer credit memo request item
o Customer contract item
o Customer complaints item

6. o Customer returns item
o Customer returns: return delivery item
o Reference object item
o Service contract item
o Service item
Tendering o tendering item
Procurement confirmation + procurement confirmation item
Purchase order o purchase order item
Bidder-quotation o bidder quotation item
Purchasing contract + vendor contract item
Incoming invoice + incoming invoice item

7. SAP CRM Business Transactions
What ?
In SAP CRM you have different kinds of business transactions, and they depend on the
business scenario in which they are used. Business transactions in SAP CRM are used to
describe business processes and transactions.A Business transaction provides business
structures and functions that can be used in the various processes of a company, for
example, in sales, marketing or service. In order to understand what exactly a business
transaction is, you should at least understand the following aspects:
1.1.Customizing Transaction Types:
A transaction type defines the attributes and characteristics of a business transaction (for
example, sales order, service request, visit) and the controlling attributes (for example,
text determination procedure, partner determination procedure, status profile,
organizational data profile). A transaction type controls how a specific business
transaction is processed.
A transaction type is assigned to one or more business transaction categories (such as,
sales, activity). The business transaction category specifies the business context in which
a transaction type can be used (for example, service, sales, activity). One business
transaction category is the leading business transaction category. This category is simply
a preference and is not related hierarchically to the other business transaction categories.
A sales transaction with business activity data, for example, would be more likely to have
'sales' as a leading business transaction category than 'business activity'.
>> Customizing path (SPRO): SAP IMG > Customer Relationship Management
>Transactions > Basic Settings > Define Transaction types
An example of a Standard SAP Transaction type for 'sales order processing' in SAP CRM
is called TA -standard order. This is a template from SAP that is used in the Sales
scenario for sales order processing.
If we take a look at the customizing settings for this transaction type you will see the
following:
Transaction Type Customizing Settings

8. The Highlighted line tells you that the Transaction type TA is called a "standard order"
and it is currently marked as 'inactive'. This means no-one can actually use this
transaction type in the SAP CRM system. Furthermore you can also see that the
transaction type TA belongs to the leading transaction category BUS2000115 (SALES)
which is very relevant later on when looking at the CRM authorisation concept for
Business transaction processing.
Transaction Type Details

9. In this screenshot you see the relevant configuration settings for the transaction type TA.
This configuration is normally done by Functional CRM consultants like myself. It
involves changing the settings in the SAP system to adjust the default functions to the
customer's unique business requirements - so the various nuts and bolts (parameterization
- no programming involved).

10. The most important things that are relevant for your security concept with regards to
business transaction processing will be:
- the technical name of your Transaction type = eg. TA
- the leading transaction category to which a particular transaction type belongs to (for
TA this is BUS2000115 - sales process)
- the Status Profile (in this example CRMORDER)
- the partner determination procedure (in this example 00000001 -sales)
* Leading Transaction Category: The leading transaction category determines the
structure of the business transaction. For example, contact, opportunity, sales, service.
As an example: Tasks have only a header level whereas leads, opportunities and service
transactions have a header and item level. Sales transactions have an additional schedule
line level (delivery quantities and delivery dates, possibly after an ATP check).
* Transaction Codes for business transaction processing (SAPGUI):
Most consultants using the SAP GUI would use the transaction code CRMD_ORDER to
create a new business transaction. This is actually a generic transaction code to create any
type of business transaction. I usually do not give this transaction code to end-users
although it is harmless as such, if you do not have the correct authorisation values for the
business transaction processing relevant authorisation objects anyway.
The reason why I do not give it to end-users is since it does not reflect an easy and
efficient overview of WHAT the user is allowed to do, considering that each leading
transaction category also has its own particular transaction code. Let's say I am an end-
user and I am only allowed to process leads in the system, than looking at SUIM does not
really tell me this fact, because finding back the tcode CRMD_ORDER is not giving me
this information. However, If I would find back the transaction code
CRMD_BUS2000108 I would know he is only allowed to process leads but for example
no opportunities. (* this remark is not entirely true, but still the picture should become
clear).
Table showing the relationship between: Leading Transaction category - Relevant
Transaction Code - Relevant transaction category related authorization object

11. This information will become clear to you once you have read and understand the
authorization check process flow that takes place during business transaction processing.
GO BACK to the CRM AUTHORIZATION INDEX PAGE
1.2. Partner Determination Procedure
Here you will learn the options and functions associated with partner processing in
business transactions.
Partner processing controls how the system works with business partners in transactions.
It ensures the accuracy of partner data in transactions by applying rules you specify in
Customizing, and it makes your work easier by automatically entering certain partners
and related information, like addresses.
One of the most important aspects of partner processing is partner determination, the
process by which the system automatically finds and enters the partners involved in a
transaction. In most transactions, you manually enter one or more partners, and the
system enters the others through partner determination. Various sources of information
make partner determination possible; two of the most important are business partner
master data and organizational data.
Please refer to the SapHelp on Partner Processing to get a complete insight!
<<< In transaction processing, you want to ensure that the business partners
involved in a transaction are automatically determined by the system.>>>
* Which external partners are involved - for example, supplier or payer?
* Which business partners MUST be involved in a business transaction (Mandatory)?

12. * Which internal business partners are involved - for example, responsible employees,
service technician groups?
* Where does the system look for involved partners (based on access sequences)?
Customizing path: SAP IMG > Customer Relationship Management > Basic
Functions > Partner Processing:
- Define Partner Functions
- Define Access Sequences
- Define Partner Determination Procedure
1.2.1. Define Partner Functions
Partner functions are terms that describe the people and organizations with whom you do
business, and who are therefore involved in transactions. For example, when you create
an activity, based on Customizing settings, it automatically includes the partner functions
Activity Partner, Contact Person, and Person Responsible. Partner functions are always
assigned to Partner function Categories , which are hard-coded in the system.
The system includes commonly used partner functions, but you can also define your own.
Screenshot of Partner Functions in SAP CRM
In this section of customizing you can define your own set of partner functions, which
can be used when defining your partner determination procedure. E.g. if you define a new
activity management related transaction type, for example "customer appointment" you
will usually create a copy of a standard transaction type. In this case it would probably be
a copy of the standard transaction type '0000 - Apppointment'. Next, if your company
has defined its own partner functions, you can integrate those in a NEW partner

13. determination procedure which you will create once again by making a copy of
'00000002 - business activities'.

14. SAP CRM – Service Order to Invoice
SAP CRM service functionality enables you to manage your service cycles, starting with
managing service contracts and warranties, through service requests to service orders,
complaints, returns and service confirmations. This post describes a typical service
process in SAP CRM from receiving customer incoming call to billing the customer for
the service performed.
1. Service Interaction Center
The service agent receives the customer call. The customer can automatically identified
using the phone number. The service agent can also use search function to identify
customers in the system. Then agent chooses the corresponding insalled base component
according to the conversation. After completing the account identification, all the
following business transactions are based on theses selected information.
If agent decides a service technician must check the issue on-site, he creates a service
order.
2. Maintain Service Order
After the service agent creates the service order, the service employee can view the list of
new created service orders. He can assign the service employee group to the business
partner list. After changing the service order, the status must be set to released for further
processing.

15. 3. Resource Planning and Allocation
The service manager assigns free resources to service order. He searches the available
technician according to certain criteria. Then he highlights the free resource and service
demand and creates the assignment. The service technician now can see the task in his
inbox.
4. Service Confirmation
After performing the service on-site, the technician wants to create the service
confirmation to enter the actual used time and spare parts. He create service confirmation
using ‘Create Follow-Up’ button in the service order detail screen.

16. 5. Invoicing in ERP
After the service confirmation has been created, the service employee needs to create the
invoice to charge customer the service performed. This activity is performed in ERP
system. Because the service order information is CRM is replicated to ERP system using
middleware, he can create the billing document using bill due list.
Above are the basic steps for SAP CRM service order to invoice business process.

17. Action Profiles in SAP-CRM
By Kanika Chopra, Infosys
1 INTRODUCTION
1.1 ACTIONS
Actions are used in maintaining and improving business relationships. We can schedule and start
predefined conditions with the Actions component by means of user-definable conditions from
transaction and marketing objects.
Actions use the Post Processing Framework (PPF), a Basis component, which can be automated
with the initiation of outputs, follow-on documents or workflows. Using the Actions tab page within

18. a business document, you can display a list of actions that can be included in the business
transaction.
• An action profile is determined from the corresponding transaction type or item
category.
• Actions are stored as action definitions within an action profile.
• You can control action processing using different settings and parameters:
• Action changeable or executable in dialog
• Action displayed in toolbar (SAP GUI)
• Processing time (when saving the document or via selection report)
• Partner dependence
• Determination technique
• Action merging
• Processing types (with entry of the desired form name)
1.2 FEATURES OF ACTIONS
You can define actions dependent on conditions so that the system automatically schedules and
starts them when the conditions are fulfilled. With actions you can:
• Create follow-up transactions automatically
• Execute changes in the transaction or marketing object currently being processed, for
example, create new items, or status inheritance by subordinate elements in
marketing objects
• Output in print, by faxing or e-mail
Actions are displayed in transaction documents that support actions and to which an action
profile is assigned. You can display a list of actions scheduled for the document on the Actions
tab page of a transaction document. The following information is displayed in the list for each
action:
• Status (action scheduled, action processed)
• Description (purpose of action)
• Conditions (settings for action definition and conditions are displayed)
• Creator, Creation date
There are various processing types for actions:

19. • Methods (Business Add-Ins)
Methods are Business Add-In (BADI) implementations. You can define your own BADI
implementation to adapt actions to your processes and needs. (EXEC_METHODCALL_PPF
is the relevant BADI.)
Examples for standard methods include the following:
• COPY_DOCUMENT (create a follow-up document)
• COMPLETE_DOCUMENT (set status completed within document)
• CREDIT_MEMO (create credit memo item)
• REPAIR_ITEM (create a repair item)
• 1O_EVENT_CREATE (create a workflow event)
• SAP Business Workflow
This is suitable for more complex processes, for example, a follow-up transaction that
includes an approval process.
• Smart Forms
SAP Smart Forms must be used to print, e-mail or fax documents such as an order
confirmation. You can use the graphics tool, SAP Smart Forms, to design the layout of
output forms.
SAP delivers several Smart Forms for outputs in SAP CRM:
• Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-
mail)
• Form CRM_ORDER_LEASING_01 (suitable for faxes, letters, and e-mail)
• Form CRM_OPPORTUNITY_01 (suitable for faxes, letters, and e-mail)
SAP Smart Forms offer the advantage of adapting forms without requiring programming
knowledge, thanks to a completely graphical user interface.
When you request a printout of a form, the application program obtains the relevant data to
be used and prints it on the form. Data retrieval and form logic are separated from one
another.

20. SAP Smart Forms replace SAP-Script forms (migration from SAP-Script forms to Smart
Forms is supported).
2.0 HOW TO CREATE AN ACTION
2.1 STEP-BY-STEP PROCEDURE
2.1.1 Enter into any SAP-CRM Server and move to Transaction SPRO.
2.1.2 Press SAP Reference IMG -> Customer Relationship Management ->Basic Functions ->
Actions -> Actions in Transactions.

21. 2.1.3 To create an Action Profile – Click on . First read the
documentation.
2.1.4 Now Press the Execute Button to start creating an Action Profile.

22. Adding New Fields to the Business Transaction
Using the Easy Enhancement Workbench (EEW), you can add new fields to the data
model of the business transaction, and integrate them into the business processes. SAP
CRM supports you with the following functions:
• Addition of new fields, which you can then manually integrate into the user
interface
• Transfer of new fields to the Mobile Bridge (interface with CRM Mobile)
• Transfer of new fields to SAP ECC
• Inclusion and update of new fields in DataSources for SAP NetWeaver Business
Intelligence (SAP BI)
For these functions, the system automatically generates all necessary objects and table
entries.

23. Process
1. To add new fields to the business transaction, use the business object CRM
Business Transaction and create an enhancement of the type Add New Fields.
2. Select business transaction categories that you wish to enhance, for example,
Opportunity, Sales, Service.
Depending on the business transaction categories,
oThe fields for the business transaction categories that have not been
selected are not displayed on the interface
o Only DataSources for the selected business transaction categories are
enhanced
o The system determines the subobjects of the business transaction (for
example, product data, pricing data) that can be enhanced
o The system determines whether a transfer to the SAP CRM Mobile Client
or to SAP ECC is relevant
3. You specify for which connected systems the fields are relevant, for example,
SAP NetWeaver BI, SAP ECC.
Transfer of fields to the SAP CRM Mobile Client is only an option if you have
selected at least one of the following business transaction categories:
o Activity
o Contact
o Opportunity
o Sales
o Service
o Service confirmation
Transfer of fields to SAP ECC is only an option if you have selected the business
transaction categories Sales or Complaints.
Note
• You cannnot make enhancements to the SAP CRM Mobile Client or in SAP
NetWeaver BI, in SAP CRM. You must manually maintain the enhancements in
the Mobile Application Studio or in SAP NetWeaver BI.
• If you use SAP ECC, append structures are generated there in sales order tables,
and the fields are transferred to the sales order in SAP ECC. There is no automatic
transfer to delivery or billing. The fields do not appear on the user interface.
• If you want to add new fields to the item data of activities, you have to make
additional settings in Customizing. To do this, choose Customer Relationship
Management Transactions Settings for Activities Activity Journal
Additional Fields , in the SAP CRM Implementation Guide (IMG).

24. Technical Implementation
The EEW creates the following repository objects and table entries, in accordance with
your entries:
• A data element for each field
• Customer include structure CI_EEW_<subobject>, for each subobject to which
fields are added
• A dictionary structure with the new fields for each subobject. This structure is
included in the customer include structure.
• Enhancement of the synchronization BDoc for the SAP CRM Mobile Client, as
well as a BAdI implementation for transferring fields to and from the SAP CRM
Mobile Client
• BAdI implementation that maps the fields to the sales fields in SAP ECC (and
vice versa), as well as append structures in SAP ECC
• Append structures for the relevant SAP NetWeaver BI DataSources, a BAdI
implementation that fills the fields, as well as the required metadata
• Append structures for the structures of the External Interface adapter (XIF
adapter)
The following business transaction components can be enhanced, that is they offer a
customer include structure for new fields.
Business Transaction Technical Name of Business Transaction
Component Component
General header data ORDERADM_H
General item data ORDERADM_I
Activity data ACTIVITY_H
Opportunity data OPPORT_H
Lead data LEAD_H
Product data PRODUCT_I
Financing product data FINPROD_I
Sales data SALES
Shipping data SHIPPING
Billing data BILLING
Organizational data ORGMAN
Pricing data PRICING
Pricing result PRICING_I
Schedule lines SCHEDLIN
Service item data SERVICE_I
User-defined header data CUSTOMER_H
User-defined item data CUSTOMER_I
Fund header data FUND_H

25. Enhancement of Customer-Specific Business Transaction Components and
Display in the CRM WebClient UI
If you have enhanced the business transaction components Customer_H for customer-
specific header data, or Customer_I for customer-specific item data, you can easily
display the new fields in the CRM WebClient UI. You do this by using the UI
Configuration Tool in the Customizing activity at Customer Relationship Management
UI Framework UI Framework Definition Configure User Interface .
By default, the corresponding BSP components BTCUSTOMER_H for customer-specific
header data, or BTCUSTOMER_I for customer-specific item data, are available in the
respective overview pages of the header- or item components of the business
transactions, as available assignment blocks.
For example, the view SOHOverView of BSP component BT115H_SLSO, which depicts
the overview page for the sales order header, contains the BSP component
BTCUSTOMER_H. The view SOIOverView of BSP component BT131I_SLS, which
depicts the overview page at item level, contains the BSP component BTCUSTOMER_I.
So that the new fields in the CRM WebClient UI can be displayed in the Customer Fields
assignment block, you must still transfer these BSP components to the list of displayed
assignment blocks, in the respective overview pages.
You must also create at least one configuration, with which you define the layout, for the
view CustomerI of BSP component BTCUSTOMER_I, or for the view CustomerH of
BSP component BTCUSTOMER_H. You thereby define how the fields in the assignment
block are displayed.
Result
You have created a field or several fields for the business transaction categories specified
by you, and the system has created the required repository objects and table entries. You
can then add the field to the user interface, using the UI Configuration Tool.
More Information
You can find general information about the Easy Enhancement Workbench in SAP CRM
at Easy Enhancement Workbench.
SAP CRM – EEW(Easy Enhancement Workbench)
The Easy Enhancement Workbench is a development tool with which SAP applications
(called Business Objects in the following document) can be extended in a simple manner.

26. Customer enhancements to a Business Object are defined via wizards. The Workbench
then does all development work for the user: database tables, screens and application
logic are created automatically. Finally the customer enhancement is included in the SAP
standard. This post will show you how to enhance SAP business transaction step by step.
Step 1.Create a new project.
Go to transaction code EEWB and choose ‘Create Project’. Enter project name and
package name.
Step 2.Assign the transport to the project.
So that the extension objects generated by the Easy Enhancement Workbench can be
used in the productive system, the Easy Enhancement Workbench is connected to the
Change and Transport System. To include the objects in requests, transport requests must
be assigned to the transportable projects of the Easy Enhancement Workbench.
Step 3.Create A new Extension

27. Step 4. Follow the extension wizard to add new fields
In the wizard, you can choose which business transaction categories do you want to
enhance. Then you can define new added fields with data type and length. Once you
finish the definition of extension, the EEWB will automatic generate everything for you.
There are also lots of limitations of EEW generation. For example, Only the first 10
generated extensions are automatically shown in SAPGUI on a tabstrip called “Customer
fields”. For more detail information, please find below SAP Note:

28. SAP CRM Territory Management is a tool that is designed to structure and organize
markets by dividing it into territories through a territory hierarchy.
You use a territory hierarchy in the following cases:
• To better segment your sales market. With different levels, you can define who
will be responsible for a particular territory at a particular point and the accounts
and products that will be part of that territory
• Monitor and administer your market at the desired level of granularity.
Levels need to be defined as n-tier stack, each one with it’s own Territory ID
length, hierarchy can thus be created accordingly strictly to the defined n-levels.
But not every hierarchy level has to be sub-structured to the maximum n-tier.
The territory hierarchy is linked to the organizational model via the position of the
employee responsible. You can adapt the territory hierarchy or structure to an existing
organizational model structure and assign employees to territories, based on this.
While the organizational model reflects the internal view of your organization, the
territory hierarchy reflects the market view. Changes to the territory hierarchy occur more
frequently than changes to the organizational model. The customer base can increase or
decrease, and territories must be resized or reallocated to accommodate this, to ensure
that a sales representative has the appropriate workload.
SAP territory management has below features:
Initial design and assignment

29. This includes defining territory hierarchy levels, creating territories, assigning business
rules to a territory to define its scope, and assigning employees responsible for them.
Restructuring
You can analyze “what if” scenarios by simulating changes to territories without actually
changing the underlying territory data.
Continuous management
If a change you make to a territory affects that territory’s relationship with accounts,
products or sales area (master data changes), you have to run the Update Territory
Relationships report.

30. Texts in SAP CRM – Text Determination
There are three Elements to configuring Text in SAP CRM
• Text Types
• Text Determination Procedure
• Access Sequences
Text Types are names of the Text containers. SAP CRM supplies an exhaustive set of
Text Types but new ones can be defined. These are also associated with “Objects” in
CRM like Business Partner Master Data and Transactions.

31. Text Determination Procedure is essentially a collection of Text Types. This procedure is
assigned to CRM Objects. This way the Objects in CRM are associated with Text Types
For Each Text type in the Procedure, an Access Sequence is assigned. Access sequence
determines where to fetch the text that needs to be populated into a Text Type. Thus,
either User can input the text or it can be copied from other locations .
For Example, Access sequence for a Text type in a transaction can be set to fetch the text
from Text Type in Business Partner Master Data.

32. Tagged as: Access Sequence, Business Partner, Partner, Text, Text Determination No
Comments
16May/101
Organization Model in SAP CRM Part 4 – Org
Determination in Transactions
Organization Model in SAP CRM not only helps in mapping the software representation
of the organization hierarchy, but also helps automatically determine the organization a
transaction will belong to when properly configured for "Organization Determination
Procedure" in Transactions. For example, a new lead transaction for a customer can look
up at the address and determine which sales agent it needs to be assigned to and which
Sales office and which Sales Manager will be working on this lead. The system uses the
Attributes defined for different organizations to determine appropriate assignments

33. Connected Posts Organization Model in SAP CRM Part 2 - Define Structure
Tagged as: Business Partner, Organization, Partner 1 Comment
5May/100
Organization Model in SAP CRM Part 2 – Define
Structure
SAP CRM Organization Structure model can be used to map the company Organizations,
Positions and Partners ( Company Employees and Business Partners like external Sales
Agencies and Agents).

34. When defining structure, organizational attributes also can be defined.
Tagged as: Organization, Partner, Relationship, Role No Comments
19Mar/100
Business Partners in SAP CRM_Part 4 – BP
Relationships

35. Relationship category, in SAP CRM defines the context in
which two Business partners are related to each other.
Some examples of Business Partner Relationship are:
“Is Employee of"
“Is an End-Customer of”
“Is a Sales Agent of”
“Is a ship to party of”
“Is a Contact Person for” “Has Contact Person”
“Is Married to”
“Is Channel Partner for”
“Is Share Holder of”
Business Relationships define nature of alliance between two Business partners.
If this relationship is defined in one of the partner records, the corollary relationship is
automatically defined by the system.
Thus if we define :
Business Partner X “Is Employee of” Business Partner Y
Then following relationship gets defined in the system:
Business Partner Y “Has the Employee” Business Partner X

36. Since the relationship and and any data connected to relationship is common to both the
partners, this data can be maintained only once and available as ‘relationship data’ than
the data that is tied down to any particular Business partner record.
Thus If we define :
Business Partner X “Is Share Holder of” Business Partner Y
And we define the percentage of shares held, then this information is available in when
we view either Business Partner X or Business Partner Y
New Relationship categories can be defined in SAP CRM through the configuration
Relationships in Business partner Master Data help to determine appropriate Business
Partners for a transaction
Tagged as: Business Partner, Partner, Relationship No Comments
18Mar/104
Business Partners in SAP CRM_Part 3 – BP Roles
Business Partners can have several Roles.
The examples of Roles are
• Business Partner-General
• Sold-To-Party
• Ship-To-Party
• End Customer

37. • Sales Agent
• Contact Person
• Employee
Business Roles define the context and data required for Business partners that engage in
certain Business Processes. All Business partners are created in Business Partner –
General Role which requires very basic data like Name and address of the customer. The
business partner can be created in a new role as ‘ship-to-party’ and adding relevant data
that pertains to shipping requirements for the partner.
There is a cross checking relationship between BP Roles and BP Categories. For
Example, if a BP is created in Role ‘Employee’, then they must have been created in BP
Category ‘Person or Individual’ but not in category ‘Organization’.
Essentially, by extending Business Partners into different Roles, the role connected
information is added to the basic business partner data.
Later, when business partner engages in various processes, they can only be assigned to
different processes and documents if they have been appropriately extended in the role
the business context needs. For example a Business Partner cannot to assigned as a Sales
Agent, if this person is not extended in the Role as Sales Agent.
The out-of-the-box system has several Roles already defined. But additional roles can be
defined in SAP CRM.
Tagged as: Business Partner, Partner, Role 4 Comments
15Mar/100
Business Partners in SAP CRM_Part 1 – Master data

38. Business partner is a term used to denote a commercial entity with which another
commercial entity has some form of alliance. In SAP CRM, Business Partner Master or
Customer Master stores all the data related to Business Partners.
Business Partner Can be:
Tagged as: Business Partner, Partner No Comments
11Mar/100
How to Set Up Business Partner Determination in
mySAP CRM
Partner processing is a basic function in transaction
processing that includes the partner determination procedure, which the system uses to
find and enter partners in transactions automatically. Partner processing also provides
information about the business partner in a document. For example, it can tell you which
business partner to use as the ship-to party or the address number to use. Partner

39. processing also ensures that you can implement different partners in a business
transaction. For example, in an order with 10 items, you might have two items to deliver
to another ship-to party or a different address.
Business partners occur in different functions (business and organizational) for mySAP
CRM business transactions such as sales, activities, or service notifications. For example,
when processing an order, you need at least a sold-to party (person ordering), a ship-to
party (person receiving the goods), a bill-to party (person receiving the invoice), and a
payer (person that pays).
Building Blocks of Partner Processing:
Customization Requirements of Partner Processing:

41. What is the difference between an activity and a task in CRM?
An activity is created with reference to the customer, and an activity is always public.
Examples of activities are a customer visit, a call back to a customer, an outbound phone
call, an inbound phone call, an outbound e-mail and an inbound e-mail.
A task is created with reference to an employee of the organization. Tasks can be public
or private. A sales rep can create tasks as private to follow up with a customer. Examples
of tasks are a call to a customer or a customer survey.
Task is planned one. Activity is actually what have been done.
A task can be said to be on a level above the activities. A task can be a planned group of
activities. For example the task can be a maintenance of the motor assembly and and
there might be a task list for this maintenance and each item of this list can be an activity.
for example open the coil casing is an activity perfomed for the task of maintenance of
motor.