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SCM600 Lesson: Lists and Reports

4. Movethedocumentnumbercolumntotheleftendofthelistanddeletethe

purchasing order column from the list.

Hint: ChooseCurrent(or→Settings→Layouts→Current). Select

theSDdocumententryandchooseSelectedrow(s)uponeposition.

Alternatively,youcanmovetheitemsbyusingdraganddrop.

a) Choose Current.

Select theSales Document Type entry.

ChooseSelectedrow(s)uponepositionseveraltimes.

b) SelecttheColumnName: Purchaseorderno.

c) Choose Hide Selected.

d) Choose Transfer.

5. Includetheinformationonorder quantity, plantand shippingpoint at the

end of the list.

Hint: Choose Current. Select the last line. Select the relevant

entriesintherighttable,chooseShowselectedfieldsthenCopy.

a) Choose Current.

Select the last line.

Selecttherelevantentriesinthetableontheright-handside.

SelectShowselectedfieldsandthenchooseTranser.

6. Display subtotals for each sold-to party.

Hint: MarktheSold-topartycolumnandchooseSubtotal.

a) Select the Sold-to party column.

Choose Subtotal.

7. Optimize the column width.

Hint: Choose→Settings→Columns→Optimizewidth.

a) →Settings →Columns→Optimizewidth.

8. Saveyourprocessedlistasauser-specificdisplayvariantwiththename:

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LayoutSCM600-##andthedescriptionOrderlist##.

Hint: Choose→Settings→Layout→Save.

a) Choose → Settings → Layouts.

Select the User-specific field.

→ Continue.

9. Set your layout as the initial variant.

Hint: Choose→Settings→Layouts→Administration. Selectyour

variantandchooseSetinitialvariantandthenSave.

a) ChooseSettings→Layouts→Administration.

Select your layout.

ChooseDefineDefaultsetting. ChooseSave

10. Returntothelistoforders. Sendthelisttoanothercourseparticipant,anda

copy toyourselfalso, andadd ashort noteto it.

Hint: Choose Send.

As the sender, enter the desired course participant's User-id

(SCM600-##) and your User-ID in the Recipient fields. Select

Recip. type B SAP Logon Name for each User-id. Select the

Expr.mail option.

a) Choose Send.

11. CallupthelistusingyourvariantandmaterialT-AS2##.

a) Logistics→SalesandDistribution→Sales→InformationSystem→

Orders → List of Sales Orders.

Thelistiscalledwith your displayvariant.

Task 3:

Questions on lists and reports

1. List examples of typesof standard reports.

Answer: Listoforders,quotations,inquiries, outbounddeliveries, billing

documents,listofincompletedocuments,listofblockeddocuments,andso

on.

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SCM600 Lesson: Lists and Reports

2. When you process and display lists, what are some of the key features

available when editing?

Answer: Youcanfilter(restrict),sort,totalandsubtotaldata. Youcanalso

add and delete fields on a list.

3. Nametwotypesofworklistsyougeneratedinthiscourse.

Answer: DeliveryDueListand BillingDueList

4. What is a display variant?

Answer: Avariantisavariationofareportthatiseitherdeliveredwiththe

R/3Systemorthatyoucreatedandsaved. Eachvariantcontainsdifferent

fieldsthatarepopulatedwithdataeverytimeyoucallupthereport.

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

Lesson Summary

You should now be able to:

• Uselistprocessingtolocateandevaluateinformation

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SCM600 Lesson: Sales Information System

Lesson: Sales Information System

Lesson Overview

This lesson explains how to carry out strategic analyses using the Sales

Information System.

Lesson Objectives

After completingthislesson, youwillbeable to:

• AnalyzeSDinformationusingthetoolsavailableintheSalesInformation

System (SIS)

• Definethecomponentsofinformation structures

Business Example

• ThesalesordermanagementteammustrespondtoIDES,Inc. management

requestsforreportsonkeyperformancefiguresandtransactions.

Sales Information System

Figure 122: Information Sources in the System

Thesystemallowsyoutoanalyzedatafromdifferentcorporateperspectives.

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

Decision makers can carry out multi-level analyses on data specific to one

application or a variety of applications.

TheLogisticsInformationSystem(LIS)isusedtoreviewandanalyzekeyfigures

throughout theentireLogisticsareain thesystem.

Figure 123: Logistics Information System

In the area of LIS, a series of application-specific information systems are

availablewhichhaveastandardizedinterfaceandsimilarbasicfunctionality.

ThefollowinginformationsystemsareavailableinLogistics:

• SIS Sales Information System

• PURCHIS Purchasing Information System

• INVCO Inventory Controlling

• TIS Transportation Information System

• SFIS Shop Floor Information System

• QMISQualityManagement InformationSystem

• PMIS Plant MaintenanceInformation System

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SCM600 Lesson: Sales Information System

Figure 124: Data Warehouse Concepts

WhenyouusethetransactionsintheLogisticsapplications,LIS-relevantdatais

updated. YoucanalsoupdatedatafromothersystemsinLIS.

LIS aggregates and stores this data in the data warehouse. The data can be

aggregated with regard to quality or quantity:

• Quantitativereductionbyaggregationatperiodlevel

• Qualitativereductionbytheselectionofkeyfigures

Toanalyzetheaggregatedata,youcanusetheSIStools. Aggregationimproves

responsetimesandthequalityoftheresultingreports.

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

Figure 125: Composition of Information Structures

The Sales Information System is based on information structures. These are

special statistical tables that contain data from processes carried out by the

differentapplications. Thisdataisconstantlycollectedandupdatedbythesystem.

Informationstructurescomprisethreebasictypesofinformation:

• Characteristics are criteria that you specify to collect data on a certain

subject.

InSD, yougenerallyrequiresalesinformationabout salesorganizations,

sales offices, customers, and materials.

• A period unit isalso acriterion used in information structures. You can

updatedataforaparticularperiod(aday,week,month,orapostingperiod,

for example).

• Keyfiguresaremetricsforservicesrendered. Theyprovidekeycorporate

information regarding a particular characteristic. In SD, for example,

incomingorders,sales,andreturnsareofkeyimportance.

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SCM600 Lesson: Sales Information System

Figure 126: Information Structures in SD

ThestandardsystemcontainsavarietyofinformationstructuresforSD(S001to

S006,forexample). Youcanusethestandardanalysestoevaluatedatawithout

havingto make additionalsettingsin Customizing.

Thestandardsystemalsocontainsinformationstructuresforinternaluse. These

includeinformation structuresfor creditmanagement, rebateprocessing, sales

support, or contract processing.

YoucanalsocreateyourowninformationstructuresinCustomizinginthename

range S501 to S999.

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

Figure 127: Standard Analyses

Standardanalysesofferawiderangeoffunctionsforcreatingcomplexdatabase

presentations and analyses in the LIS.

Theanalysisisbasedontheinformationstructures. First,selecttherequireddata

scopedependingonthecharacteristicsandperiodof theinformation structure.

Thisdataisfirst displayedinabasiclist, which can bedrilled downto display

differentcharacteristics. Allanalysescanbearchived.

Youcanalsocallupstandardtransactionsfromthecurrentevaluationtodisplay,

for example, master dataor documentinformation.

Avarietyoftoolsareavailablethatallowyoutoanalyzetheselecteddatafurther

andpresent your results. Theseinclude, for example, cumulativecurves, ABC

analyses, time series, correlations, top-n evaluations, and other comparison

options.

You can then display this data graphically.

The evaluation results can also be:

• Printed

• Downloaded as a file to your local PC

• Downloaded to a spreadsheet program

• Senttooneormoreemployeesviayoursystem’sofficecomponent

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SCM600 Lesson: Sales Information System

Figure 128: Flexible Analyses

FlexibleanalysesinLIS allowyouto determinewhichdatainwhichformatis

combined to create an individual report.

Todoso,usethemenutodefinetheformatandcontentofyourrequiredlist. At

thetouchofabutton,theprogramisgeneratedinthebackground. Theresulting

listoffersavarietyofoptionsforinteractiveonlineprocessing.

This procedure offers additional functions:

• Youcancombinecharacteristicsandkeyfiguresfromdifferentinformation

structures in one list.

• You can generate new key figures that can be calculated according to

separateformulasonthebasisoftheexistingkeyfigures.

• Youcanchoosebetweendifferent layoutvariants.

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SCM600 Lesson: Sales Information System

Exercise 14: Sales Information System

Exercise Objectives

After completingthisexercise, youwillbeableto:

• Carryoutcross-documentanalysisofsalesanddistributionprocesses

• Carry out periodic evaluations using the tools of the Sales Information

System

• Use the tools for standard analyses

Business Example

The management of IDES, Inc. requests analysis reports to analyze buying

patterns,andtoreviewtheamountofbusinesswitheachcustomer. Onthisbasis,

theproductionrequirementscanbeplanned. Theprojectteamhasrequestedthe

abilitytorespondaccuratelyandquicklytotheserequirements.

IDES,Inc. reviewstheoverallperformanceoftheSDdepartmentbyanalyzing

thesalespatternswithineachsalesorganization. IDES,Inc. isprimarilyinterested

inviewingthetotalvalueofincomingordersandthesalesordersbycustomer.

Forplanningandbudgeting,IDES,Inc. analyzesthevalueofsalesbydivisions

andthevalue of sales by customer and material.

AsamemberoftheSDprojectteam,youwillverifythatthesystemcanmeetthe

requirementsoftheIDES,Inc. management. Youwillrunstandardanalysesusing

theSalesInformationSystemandtestthevariousreportingfunctions.

Task 1:

Selection for a standard analysis

1. Reviewthecustomersaleshistoryforthismonthbyperformingastandard

customer analysis for all customers in sales organization 1000 and

distribution channel 12.

MakesurethattheentryfieldDivisionisblank.

Hint: SaveyouranalysisasselectionversionKA-##. Usethemenu

path: Logistics → Sales and Distribution → Sales Information

System →Standard analyses→Customer

Youcanstoreyour selecteddatainaselectionversion for further

analysis.

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

Task 2:

Carry out your customer analysis.

1. Change the settings in order to display the customer number and the

customer name.

Hint: Choose → Settings → Characteristic display → Key and

description.

2. Notedownthevalueoftheincomingordersfor customerT-S50A##. Do

not leave the analysis.

Incoming orders T-S50A##: ______________________________

______________________________

Task 3:

Characteristics and standard drilldown

1. Drilldowntheanalysistothebottomlevel. Notedownthecriteriabywhich

analysis is carried out.

1.

2.

3.

4.

5.

6.

Hint: In order to reach the next level of thedrilldown, placethe

cursoronacharacteristicintheleft-handcolumnandchooseDetail.

2. Comparethesequencerecordedabovewiththestandarddrilldownforthis

analysis.

Hint: ChooseExtras→Displaystandarddrilldown.

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SCM600 Lesson: Sales Information System

Task 4:

Key figures

Return to the Initial List screen.

1. DisplayalistofallpossiblekeyfiguresforyourcustomerT-S50A##. Note

downtwokeyfigureswithvaluesthatarenotincludedinyourdisplay(for

example,costsforincomingordersandsalesvolume).

___________________: _________________________

Hint: Place the cursor on a value for a customer key figure for

whichyouneedtherelevantinformation. Choose→Extras→All

Key Figures.

(or double-click the key figure)

2. AddthekeyfiguresIncomingordersquantityandBillingquantitytoyour

standard analysis. They are important for your analyses. Note down the

number of billed units for your customer.

Invoicedquantity: _________________________

Hint: Select Choose key figures.

Toaddnewkeyfigures,youusethesameprocessthatyouusedto

addfieldstolistdisplaysintheprevioustopic.

Task 5:

Evaluations on standard analysis

1. ComparethetwokeyfiguresSalesandInvoicedSales: Cost. Notedown

thetotalsforthesetwovaluesandthepercentagedifferencefrombothkey

figures.

Sales: ____________________________________________

Invoicedsales: cost____________________________________________

%: ______________________________________________

Hint: Select the Sales field.

Choose→Edit→Comparisons→Twokeyfigures→Sales

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

2. Closethecomparison. Changethedisplaytoshowthedatabymaterial.

Hint: ChooseSwitchdrilldown.. →Material

3. Create a Top 3 list of your materials by Sales; display the results as

percentages and using a graphic.

Hint: Choose Top N → 3. Choose → Settings → Value display

→ Percent.

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SCM600 Lesson: Sales Information System

Solution 14: Sales Information System

Task 1:

Selection for a standard analysis

1. Reviewthecustomersaleshistoryforthismonthbyperformingastandard

customer analysis for all customers in sales organization 1000 and

distribution channel 12.

MakesurethattheentryfieldDivisionisblank.

Hint: SaveyouranalysisasselectionversionKA-##. Usethemenu

path: Logistics → Sales and Distribution → Sales Information

System →Standard analyses→Customer

Youcanstoreyour selecteddatainaselectionversion for further

analysis.

a) Logistics→SalesandDistribution→SalesInformation System →

Standard analyses → Customer

Entersalesorganization1000anddistributionchannel12. Executethe

analysis and save.

Task 2:

Carry out your customer analysis.

1. Change the settings in order to display the customer number and the

customer name.

Hint: Choose → Settings → Characteristic display → Key and

description.

a) Settings→Characteristicdisplay→Keyanddescription

2. Notedownthevalueoftheincomingordersfor customerT-S50A##. Do

not leave the analysis.

Incoming orders T-S50A##: ______________________________

______________________________

a) ThevaluesareintheTotallineandtheIncomingorderscolumn

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

Task 3:

Characteristics and standard drilldown

1. Drilldowntheanalysistothebottomlevel. Notedownthecriteriabywhich

analysis is carried out.

1. Sold-To Party

2. Month

3. Sales organization

4. Distribution channel

5. Division

6. Material

Hint: In order to reach the next level of thedrilldown, placethe

cursoronacharacteristicintheleft-handcolumnandchooseDetail.

2. Comparethesequencerecordedabovewiththestandarddrilldownforthis

analysis.

Hint: ChooseExtras→Displaystandarddrilldown.

a) Extras → Display standard drilldown

Thedrilldowncorrespondstothestandarddrilldown.

Task 4:

Key figures

Return to the Initial List screen.

1. DisplayalistofallpossiblekeyfiguresforyourcustomerT-S50A##. Note

downtwokeyfigureswithvaluesthatarenotincludedinyourdisplay(for

example,costsforincomingordersandsalesvolume).

___________________: _________________________

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SCM600 Lesson: Sales Information System

___________________: _________________________

Hint: Place the cursor on a value for a customer key figure for

whichyouneedtherelevantinformation. Choose→Extras→All

Key Figures.

(or double-click the key figure)

a) Placethecursoronthevalueforakeyfigureofthecustomer.

→ Extras → All Key Figures

(or double-click the key figure)

2. AddthekeyfiguresIncomingordersquantityandBillingquantitytoyour

standard analysis. They are important for your analyses. Note down the

number of billed units for your customer.

Invoicedquantity: _________________________

Hint: Select Choose key figures.

Toaddnewkeyfigures,youusethesameprocessthatyouusedto

addfieldstolistdisplaysintheprevioustopic.

a) SelectChoosekeyfigures(keyfiguresareaddedinasimilarmanner

as with lists).

Task 5:

Evaluations on standard analysis

1. ComparethetwokeyfiguresSalesandInvoicedSales: Cost. Notedown

thetotalsforthesetwovaluesandthepercentagedifferencefrombothkey

figures.

Sales: ____________________________________________

Invoicedsales: cost____________________________________________

%: ______________________________________________

Hint: Select the Sales field.

Choose→Edit→Comparisons→Twokeyfigures→Sales

a) Select the Sales field.

Edit→Comparisons→Twokeyfigures→Sales

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

2. Closethecomparison. Changethedisplaytoshowthedatabymaterial.

Hint: ChooseSwitchdrilldown.. →Material

a) Choose Switch drilldown→ Material

3. Create a Top 3 list of your materials by Sales; display the results as

percentages and using a graphic.

Hint: Choose Top N → 3. Choose → Settings → Value display

→ Percent.

a) ChooseTopN→3→Settings→Valuedisplay→Percent.

Choose graphic.

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SCM600 Lesson: Sales Information System

Lesson Summary

You should now be able to:

• AnalyzeSDinformationusingthetoolsavailableintheSalesInformation

System (SIS)

• Definethecomponentsofinformation structures

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

Lesson: Business Information Warehouse

Lesson Overview

ThislessonexplainshowSAPBusinessInformationWarehousecanbeusedfor

sales and distribution analyses.

Lesson Objectives

After completingthislesson, you will beable to:

• DescribehowSAPBusinessInformationWarehouseworks

Business Example

• YouwanttofindoutmoreaboutSAPBusinessInformationWarehouse

Business Information Warehouse

Figure 129: Integration of SAP BW

ThisslideprovidesanoverviewoftheintegrationofSAPBusinessInformation

Warehouseinaheterogeneoussystemlandscape. Fromatechnicalpointofview,

SAPBWformstheBusinessIntelligence(BI)sectionwithintheSAPNetWeaver

integration and application platform.

Thelowerlevelcontainsthesourcesystems. Thesecanbe: Componentssuchas

SAPR/3orSAPERP,otherSAPBusinessInformationWarehouses,andadditional

SAP or non-SAP systems.

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SCM600 Lesson: Business Information Warehouse

Thedatabasetablesthatcontainthemasterandtransactiondataforanalysesare

located on the central server. In addition, the data procurement processes are

maintained, controlled and monitored here.

TheBusinessExplorerformsathirdlevel, withitsflexiblereportingtoolsthat

enable you to perform strategic analyses.

Figure130: ApplicationoftheClassicDataWarehouseConcept

According to the classic data warehouse concept, data is also extracted from

source systems and aggregated here. InSAP BW data ismanaged in so-called

InfoCubes(comparabletotheinformationstructuresofLIS),whichserveasthe

databasisforthequeries(queries,analyses)tobecreatedinBusinessExplorer.

TheBusinessExplorerAnalyzerisananalysis,reportinganddesigntoolwhichis

integrated in Microsoft Excel .

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

Figure 131: InfoCubeinSales and Distribution -Example

TheInfoCubeshowninthefigurecontainsthreedimensions: time,customer,and

material. Inthiscase,aseparatedimensiontableismanagedforeachdimension.

Inaddition,theInfoCubecontainsinformationwhichcanbeanalyzeddepending

onthedimension, calledfacts(salesvolume, quantity).

Figure132: DimensionTableinSalesandDistribution-Example

A dimension table comprises characteristics that logically belong together

(customernameandregion,forexample,belongtothecustomerdimension).

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SCM600 Lesson: Business Information Warehouse

Figure 133: FactTableinSalesand Distribution- Example

The fact table contains the key figures of the InfoCube. The fact and

dimension tables are linked, whereby the key figures of the InfoCube refer to

the characteristics of the dimensions.

ThedataintheInfoCubeisgroupedasfollows: thereisa(large)facttablewhich

containsthekey figuresandseveral surrounding(smaller)dimensiontables, in

which the characteristics are stored.

Figure 134: Business Content Development

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Unit8: AnalysesforSalesandDistributionProcesses SCM600

TheBusinessContentcontainsmanyobjectsthatsimplifytheintroductionofSAP

BW,andacceleratethesetupofeffectivereporting. Theseinclude:

• Alltherequiredtechnicalandcontent-relatedprerequisitesforintegrating

SAPandnon-SAPsystems,whichreducestheimplementationoutlay.

• WorkgroupsareheldinwhichtheBusinessContentisconstantlyextended

by SAP inclose collaboration with customers.

• Predefinedanalysesandreportscanbeusedintheprojects.

The Business Content is structured according to applications and is, therefore,

ideal for the SAP Business Suite solutions.

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SCM600 Lesson: Business Information Warehouse

Lesson Summary

You should now be able to:

• DescribehowSAPBusinessInformationWarehouseworks

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UnitSummary SCM600

Unit Summary

You should now be able to:

• Uselistprocessingtolocateandevaluateinformation

• AnalyzeSDinformationusingthetoolsavailableintheSalesInformation

System (SIS)

• Definethecomponentsofinformationstructures

• DescribehowSAPBusinessInformationWarehouseworks

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Unit 9

Integrating SAP ERP and SAP CRM

Unit Overview

This unit explains the function of the SAP CRM solution in the sales and

distribution environment.

Unit Objectives

After completing thisunit, you will beableto:

• ExplainthefunctionofSAPCRMinthesalesanddistributionenvironment

Unit Contents

Lesson: Function of SAP CRM in the Sales and Distribution

Environment .....................................................................366

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Unit9: IntegratingSAPERPandSAPCRM SCM600

Lesson: Function of SAP CRM in the Sales and

Distribution Environment

Lesson Overview

ThislessonexplainsthefunctionofSAPCRMandhowitcanbeusedforsales

and distribution processes.

Lesson Objectives

After completingthislesson, you will beable to:

• ExplainthefunctionofSAPCRMinthesalesanddistributionenvironment

Business Example

TheprojectteamwantstofindoutaboutthefunctionofSAPCRM.

Function of SAP CRM in the Sales and Distribution

Environment

Figure 135: What is CRM?

CustomerRelationshipManagementhasbecomeacrucialfactorforthesuccess

of a business. The customer is of central importance to the company and its

business processes.

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SCM600 Lesson: FunctionofSAPCRMintheSalesandDistributionEnvironment

ThegoalofCRMistoestablish,retainandimprovelong-termrelationshipswith

customers.

Figure 136: Traditional direct sales

Traditionaldirectsalesischaracterizedbydecentralizedinformationoncustomers.

Insomecases, onlyoneemployee hasknowledge of the customer andcontact

information.

Thisinformationisnottypicallyusedcollectivelywithintheorganization.

If information is forwarded, it is often limited and incorrect. Employee

fluctuationsmeanthatvaluablecustomerinformationisoftenlost.

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Unit9: IntegratingSAPERPandSAPCRM SCM600

Figure 137: Direct sales today using CRM

Every employee who requires information on customer contacts can now use

CRMtoobtainimmediateaccesstoallcontactinformation.

By analyzing information, a company obtains broad knowledge of customers.

Thisenablesacompanytoimprovetheservicestheyoffer,processinquiriesmore

quickly,developrelationshipsandpromotestrongercustomerloyalty.

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SCM600 Lesson: FunctionofSAPCRMintheSalesandDistributionEnvironment

Figure 138: SAPCRM as part of SAP Business Suite

SAP BusinessSuitecomprises different applicationsaswell asapplication and

integration platforms. It enablescompaniesto manage their entirevaluechain

rightacrosstheircorporatenetwork,therebyensuringgreaterflexibility.

SAPBusinessSuitecomprisesthefollowingSAPsolutions:

• SAP CRM(Customer RelationshipManagement)

• SAP SCM (Supply Chain Management)

• SAP PLM (Product LifecycleManagement)

• SAP Human Resources

• SAP Financials

• SAP Mobile Business

• SAP NetWeaver

The SAP CRM solution supports marketing, sales/distribution, and service

processesacrossallcontactchannelsandsuppliesaccurateanalysesthatcanbe

used for decision-making purposes.

SAP CRM is a best-of-breed solution that allows you to optimize customer

relations across all phases, from customer acquisition through sales via all

availabledistributionandinteractionchannelstocustomerservice.

SAPCRMisbasedontheSAPNetWeavertechnologyplatform,whichmeansthat

itcanbeseamlesslyintegratedintoyourexistingITlandscaperightfromthestart.

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Figure139: CorporateDepartments with CustomerContact

TheSAPCRMsolutionisdividedintothefollowingkeyfunctionareas: Sales,

Service,Marketing,andAnalytics. Thisensuresthatallthedepartmentsinyour

company that are in contact with customershave thebest possibletechnology

at their disposal.

The key area ofSales allows you to structure sales and distribution processes

systematically, from the inquiry and quotation phases through to the order

and invoicing phases. It also helps you organize and structure your sales and

distributionareasandsystematicallykeeptrackofsalesopportunities.

The key area of Service allows you to carry out all of your service processes

efficientlyandintelligently. Itsupports,amongotherthings,resourceplanningas

well as contract and warranty processing.

ThekeyareaofMarketingfeaturesawiderangeofmarketingtoolssuchastools

thathelpyouplancampaigns, modelyourtarget groups, recommendproducts,

and carry out complex market analyses.

ThekeyareaofAnalyticsisbasedonSAPBusinessInformationWarehouseand

allowsyoutocollectallrelevantdataaboutyourcustomersandusetheresulting

knowledgetomakeoperativeand strategicdecisions.

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SCM600 Lesson: FunctionofSAPCRMintheSalesandDistributionEnvironment

Figure 140: Customer Contact Channels

SAPCRMsupportsyourcustomerrelationsviaallcontactchannels.

TheInteractionCenterintegratesallworkprocessesandtasksinyourContact

Center.

The E-Commerce area offers aplatform that allows your company to use the

Internetasaprofitablesalesandinteractionchannelforbusinesscustomersand

consumers.

The Field Applications area allow you to use marketing, sales, and service

functionsinanofflineenvironmentfortheexternalsalesandserviceforce.

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Lesson Summary

You should now be able to:

• ExplainthefunctionofSAPCRMinthesalesanddistributionenvironment

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SCM600 Unit Summary

Unit Summary

You should now be able to:

• ExplainthefunctionofSAPCRMinthesalesanddistributionenvironment

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UnitSummary SCM600

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Unit 10

Introduction to the SAP Role “Internal

Sales Representative”

Unit Overview

Thisunitexplainsthephilosophyandscopeoffunctionsoftheportal-basedSAP

function “Office-based sales employees”.

Unit Objectives

After completing thisunit, you will beableto:

• Describe the basic structure and setup of SAP role “internal sales

representative”

• Explaintheadvantagesofpersonalobjectworklists

Unit Contents

Lesson: Introduction to SAP Role “Internal Sales Representative”......376

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Unit10: IntroductiontotheSAPRole“InternalSalesRepresentative” SCM600

Lesson: Introduction to SAP Role “Internal Sales

Representative”

Lesson Overview

ThislessonwillprovideanintroductiontoSAProle“internalsalesrepresentative”.

Wewill presentthedifferencesandoptionsofthisportal-based androle-based

processing, asopposedtoSAPGUI-basedprocessing.

Lesson Objectives

After completingthislesson, you will beable to:

• Describe the basic structure and setup of SAP role “internal sales

representative”

• Explaintheadvantagesofpersonalobjectworklists

Business Example

Especiallyfor internalsalesrepresentatives, whoonlyworksporadicallyinthe

system,anintuitiveanduser-friendlyinterfaceisoffundamentalimportancetobe

abletotakecareofthetasksthatariseinanefficientandgoal-orientedfashion.

Thisrequirementistakenintoaccountwiththeportal-basedSAProle“internal

sales representative”.

Tasks of an Internal Sales Representative

The“internalsalesrepresentative”roleisarolewithinthesalesorganization. An

internalsalesrepresentativesupportsandadvisesthesalesgroupinallareasof

salesanddistribution. Intheprocess,thesalesrepresentativemustbeabletofind

alloftheimportantsalesinformationquicklyandeasilyandbeabletoprocessthe

data that is relevant for the sales process.

Thefigurebelowlistsvariousactivitiesandtaskswhichdefinethenormalwork

day of an internal sales representative:

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Figure 141: Internal sales representative: typicaltasks

The Business Packagefor Internal SalesRepresentative, which is prepared

forportaluse,containsnumerousfunctionsfortheeverydaytasksofaninternal

sales representative.

Herethe“internalsalesrepresentative”portalroleoffersthefollowingadvantages

for end users:

• Increaseduserproductivitythrougheasy-to-useandintuitiveuserinterface

• Faster access to personalized worklists

• Optimizedcustomersupportovertelephone,whichinturnleadstoincreased

customer satisfaction

• Swiftpreparationanddistributionofsalesanddistributionanalyses

However,variousadvantagescanalsobederivedforyourITdepartment:

• Theuserinterfaceforsalesanddistributionprocessingcanbeadjustedfor

thespecialrequirementsandprocessesofyourcompany

• Increased user acceptance

• Reduced costs for end-user training

• NoinstallationormaintenanceofSAPGUIfrontendsrequired

• Contentsof portal rolescanalsoberolledout forother user groups, such

as sales manager, etc.

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Figure 142: SAP Role Philosophy

Structure and Elements of SAP Role Internal Sales

Representative

The different work areas of an internal sales representative are defined in the

portalasworksets. TheycontainpageswhichdefinetheiViewstobecalled.

HeretheroledeliveredbySAPisanexample,whichyoucanconfigureandadjust.

Inordertousetherole,thefollowingtechnicalrequirementsmustbemet:

• SAP ECC 6.0, Enhancement Package 2

• ActivationofBusinessFunctionSD_01LogisticsSDSimplification(using

transaction SFW5)

• SAP NetWeaver 7.0 SP12

• SAP NetWeaver 7.0BI Content Add-On SP06

• AdditionalcomponentsforprocessingPDF-basedforms(AdobeReader,etc.)

BasedonaWebuserinterface,multipleworksets(workareas)withpersonalobject

worklistsoptimizeyourworkmethods,andawiderangeofservicesandreports

simplifyandacceleratethesalesprocess. Inthiscase,thehigher-levelworksetis

SalesProcessing. Thisworksetisavailableasatabpageandservesastheaccess

pointforthedailywork. Youaccessallotherworksetsoftherolefromthispoint.

Thefollowingworksetsareavailabletothesalesrepresentative:

• TheOverviewworkset,withsubcategoriesworkoverview,customers,sales,

order fulfillment, billing/complaint and prices

• TheAnalyticsworkset,withsalesanalytics,aswellasevaluationsfororder

fulfillment

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Figure143: SAPRoleInternalSalesRepresentative: WorksetsOverview

The following sample screenshot shows the general structure. Through the

role-based access, the user has a single point of entry. In the two-step menu

navigation, theaccessoccursusingthesalesprocessingworkset. Inthesecond

navigationlevel,youcanthenchoosebetweentheoverview,analyticsandservice

mapworksets. Opentasks(worklists)andanalysesaredisplayedintheworkarea

based on your requirements and settings:

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Figure 144: “Overview” Workset

Within the overview workset, you can use detailed navigation to access the

subareasworkoverview,customers,sales,orderfulfillment,billing/complaintand

prices. In this way the internal sales representative can, for example, access a

customer’smasterdatawhenthecustomercallsandfromthere, callup(viathe

Customer Cockpit) importantinformationtoacentralpoint, suchasthelast 10

salesdocumentsor open billing documents.

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Figure 145: SAP Role Internal Sales Representative: Customer Cockpit

Example

Thepreparation of analysesfor thesalesmanager isanother importanttaskfor

theinternalsalesrepresentative. Whenyoudothis,youcanusealreadyexisting

analysesandadjustthemtothewishesofthesalesmanager(orsalesemployee)

using different selection criteria.

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Unit10: IntroductiontotheSAPRole“InternalSalesRepresentative” SCM600

Figure 146: “Analytics” Workset

Herethereisabasicdivisionofanalysesandreports,whichsupportsalesonthe

onehand, andorderfulfillment-basedanalysesontheother. Examplesof sales

analyses include quotation tracking per month for top N customers, incoming

orders per month for top N customers, sales and cost analyses, and product

profitability. Someexamplesofreportsintheorderfulfillmentenvironmentare

deliverydelaysper6months,deliverydelayspermonth(topNcustomers),and

backorder processing.

From a technical point of view, the underlying data for the analyses is drawn

from Business Intelligence (OLAP/BW).

Personal Object Worklist

In order to optimally support internal sales representatives in their work

environment, personal object worklists provide the option of a central,

personalized access and entry point to all relevant worklists. Personal object

worklistsarealsoreferredtoasthe POWL(PersonalObjectWorklist)orthe

POWERList(PersonalObjectWorkEntityRepository).

Eachworklistoffersveryspecialfunctions,withwhichyoucanprocessselected

business objects and integrate them in subsequent business processes. For

example, youcanchangeincomplete salesdocumentstocompletethemissing

price data.

Intheclassicmenunavigationthathasbeenusedsofar(forexample,SAPR/3),

an internal salesrepresentative has to call different transactions to process the

dailyworkload. Thisprocedureismainlydesignedforexperienced,professional

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users, sincethesalesrepresentativehastoknowthetransactioncodesor menu

paths,aswellasreportvariants. Itthereforefollowsthattherelevantusertraining

will usually be necessary.

Thefigurebelowdemonstratestheprocessflowoutlinedabovewithouttheuse

of personal object worklists:

Figure147: Situationwithouttheuseofpersonalobjectworklists

The philosophy of personal object worklists used in the context of the SAP

internal salesrepresentativeroleinSAPERP (ECC) isbasedon the following

aspects and advantages:

• Sales representatives have central and personalized accessto all relevant

worklists

• Worklistscanbegroupedbycategorytoprovidestructure

• Thenumberorscopeofupcomingtasksisdirectlyvisible

• Push mechanism

• Designedforbothoccasionalandprofessionalusers

Thefollowingfigurepresentsthisphilosophyusingasamplescreenshot:

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Unit10: IntroductiontotheSAPRole“InternalSalesRepresentative” SCM600

Figure148: Situationwiththeuseofpersonalobjectworklists

After selecting the desired worklist (for example, list of orders blocked for

delivery), you get a worklist with a table-like structure. The rows contain the

individual business objects, which you can select for further processing. The

columns contain the business data for a business object (for example, sales

document,sold-toparty,netprice). Thedatascopecanbeadjustedforthecurrent

task.

Inaddition,youcanexporttheworklisttoanExcelfile. Thesystemtransfersall

columnheadingsandthecontentsof thetablefieldsto the Excel file. Youcan

thenprocessthelistlocally,forexample,youcanaddacommenttoit. Youcan

also create a print version for a worklist.

Figure 149: Personal Object Worklist: From Open Tasks to Document

Processing

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SCM600 Lesson: IntroductiontoSAPRole“InternalSalesRepresentative”

Thesalesrepresentativescanalsocreatetheirownadditionalpersonalworklists

simplyandefficiently. Thecreationoftheseindividualqueriesissupportedbya

structured and system-guided process flow:

Figure 150: Creating your own queries

In the first step, you have to select the desired object type for your individual

query(for example, incompletesalesdocuments). Inthesecondstep, youthen

enter the criteria to beused for the query. In the final step of completion, you

specify adescription forthequery andactivateit.

Acompleteoverviewandsummaryofallservicesthatcanbecalledupbyinternal

salesrepresentativesinallworksetsisvisibleintheServiceMapworkset.

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Figure 151: “Service Map” Workset

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SCM600 Lesson: IntroductiontoSAPRole“InternalSalesRepresentative”

Lesson Summary

You should now be able to:

• Describe the basic structure and setup of SAP role “internal sales

representative”

• Explaintheadvantagesofpersonalobjectworklists

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UnitSummary SCM600

Unit Summary

You should now be able to:

• Describe the basic structure and setup of SAP role “internal sales

representative”

• Explaintheadvantagesofpersonalobjectworklists

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Unit 11

IMG Overview

Unit Overview

ThisunitprovidesabriefoverviewoftheSAPSolutionManager. Italsolooks

at potential Customizing settings in sales and distribution and explainshow to

use the IMG.

Unit Objectives

After completing thisunit, you will beableto:

• DescribetheIMGfor implementingSAP ERP

Unit Contents

Lesson: Function of the IMG..................................................390

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Unit11: IMGOverview SCM600

Lesson: Function of the IMG

Lesson Overview

ThislessonprovidesanoverviewofSAPSolutionManagerandaquicklookat

Customizing in sales and distribution.

Lesson Objectives

After completingthislesson, you will beable to:

• Describethe IMGforimplementing SAP ERP

Business Example

TheprojectteamanalyzesSAPSolutionManagerandtheIMGsothattheSAP

system can be implemented more easily.

SAP Solution Manager

Figure 152: SAP Solution Manager

SAP Solution Manager supports you during the entire implementation phase

and helps you run SAP solutions. It is a platform that covers the lifecycle of

industrysolutionsfromthebusinessblueprintthroughconfigurationtoproduction

operation. SAP Solution Manager provides central access to preconfigured

content,tools,andmethodsthatyoucanusewhenevaluatingandimplementing

your systems.

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SCM600 Lesson: Function of the IMG

SAPSolutionManagerOperationsallowsyoutoconfigure,manage,andmonitor

systemsandbusinessprocessesforasolution. Youcanuseeithercomprehensive

solutionsorindividualsystems,businessprocesses,andsoftwarecomponents. It

also allowsyoutoset upyour ownsolution support.

Figure 153: Benefits of SAP Solution Manager

SAPSolutionManagerisacustomerplatformthatenablesSAPsolutionstobe

implemented and operated efficiently.

• Theplatformallowskeytaskstobecarriedoutonsiteduringimplementation.

• Covers key ASAP concepts.

• Improvedconceptsthattakeintoaccounttheuniquefeaturesofimplementing

SAP solutions.

• IntegratedplatformthathelpsyouimplementandrunSAPsolutions.

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Unit11: IMGOverview SCM600

Figure154: UsingSAPSolutionManagerDuringImplementation

392