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TCRM20
CRM
Fundamentals
II - Part 1
Publication ID:
Course Overview
Unit 1: SAP CRM Introduction
Unit 2: Transaction Processing
Unit 3: Activity Management
Unit 4: Partner Determination
Unit 5: Action Processing
Unit 6: Introduction to CRM Pricing
Unit 7: CRM Billing
Unit 8: Solution Overview
Unit 9: Data Exchange with the SAP ERP Back-End System
Unit 10: CRM Middleware Operations

Unit 11: Data Exchange with 3rd Party Backend
Unit 12: Data Exchange with BW Systems

Unit 1: SAP CRM Introduction
Lesson 1: SAP CRM Introduction

TCRM20 Unit 1 Lesson 1
Lesson 1: SAP CRM Introduction
Lesson Objectives
After completing this lesson, you will be able to:
Describe the SAP CRM Application

TCRM20 Figure 1: The SAP CRM Solution Unit 1 Lesson 1
TCRM20 Figure 2: CRM Web Client UI and SAP Graphical Unit 1 Lesson 1
UI
TCRM20 Figure 3: Main Screen Areas of the CRM Unit 1 Lesson 1
WebClient UI
TCRM20 Figure 4: Main CRM Web Client UI elements The Unit 1 Lesson 1
L-Shape
TCRM20 Figure 5: End User Personalization Unit 1 Lesson 1
TCRM20 Figure 6: Business Partners in the Application Unit 1 Lesson 1
TCRM20 Figure 7: CRM Product Master Unit 1 Lesson 1
TCRM20 Figure 8: Organizational Management Unit 1 Lesson 1
TCRM20 Figure 9: Organizational Management Settings Unit 1 Lesson 1
TCRM20 Figure 10: Business Role Assignment Unit 1 Lesson 1
TCRM20 Unit 1 Exercise 1
Exercise 1: Log On to the SAP CRM System and Personalize

Settings for the WebClient UI
.
Log on to the SAP CRM system.
1. Use the SAP GUI to log on to the SAP CRM system with a prepared username and
corresponding password. Add transaction SPRO (the description in the CRM menu
is Customizing) to the Favorites folder of the SAP Easy Access screen. We use it
frequently during this course.
2. Add another entry to the Favorites folder of the SAP Easy Access screen by
choosing Insert transaction and enter WUI.
3. Use the user name that you used earlier to log on to the CRM WebClient UI and
choose the Sales Professional business role.
4. Personalize the layout of the CRM WebClient UI. Choose the Signature Design skin.
5. Personalize the Create entries in the navigation bar by removing the entries E-Mail,
Lead, and Opportunity.
Exercise 1: Log On to the SAP CRM System and Personalize

.
6. Observe the options in the Personalize Settings section and change some settings.
Enable the configuration mode, keys in dropdown lists and the preview of new
messages above the message bar.
TCRM20 Unit 1 Solution 1
Solution 1: Log On to the SAP CRM System and Personalize

.
Log on to the SAP CRM system.
1. Use the SAP GUI to log on to the SAP CRM system with a prepared username and
corresponding password. Add transaction SPRO (the description in the CRM menu
is Customizing) to the Favorites folder of the SAP Easy Access screen. We use it
frequently during this course.
a) Log on to the SAP CRM system.
b) To add the transaction to the Favorites folder, in the menu (not on the SAP Easy
Access screen) choose Favorites Insert Transaction.
c) Transaction code: SPRO
d) Press ENTER.
2. Add another entry to the Favorites folder of the SAP Easy Access screen by
choosing Insert transaction and enter WUI.

.
a) To add the transaction to the Favorites folder, in the menu choose Favorites
Insert Transaction.
b) Transaction code: WUI
c) Press ENTER.
3. Use the user name that you used earlier to log on to the CRM WebClient UI and
choose the Sales Professional business role.
a) Double-click CRM WebClient in your favorites.
b) Enter the relevant data (user/password/language).
c) Choose Sales Professional in the selection screen that is displayed.
4. Personalize the layout of the CRM WebClient UI. Choose the Signature Design skin.

.
a) Log on to the WebClient UI and choose Personalize.
b) Choose Personalize Layout.
c) Skin: Signature Design.
d) Save your entries.
5. Personalize the Create entries in the navigation bar by removing the entries E-Mail,
Lead, and Opportunity.
a) Log on to the WebClient UI and choose Personalize.
b) Choose Personalize Navigation Bar.
c) Select E-Mail, Lead, and Opportunity. Move these entries from Displayed Links
to Available Links.

.
6. Observe the options in the Personalize Settings section and change some settings.
Enable the configuration mode, keys in dropdown lists and the preview of new
messages above the message bar.
a) On the personalization page choose Personalize Settings. Select the
checkboxes for:
Show keys in dropdown lists

Enable configuration mode
Preview of new messages above message bar.
b) Save your entries.
Exercise 2: Use the WebClient UI Application Quotation

.
This task focuses on the methods for using and personalizing a WebClient UI application
rather than the actual content of the application.
1. Search for open quotations for your customer Media Store.
2. Personalize the result list and include the Sales Group to the list of displayed fields.
Note:
Observe the option to create different layouts for this table view. This feature is
new with EhP1 for SAP CRM 7.0.
3. Save the search pattern and name it ##QSearch.
4. Display the details of a quotation. On header level include the assignment block
Attachments to the list of directly displayed assignment blocks. On item level
include the Notes assignment block in the same way.
Solution 2: Use the WebClient UI Application Quotation

.
This task focuses on the methods for using and personalizing a WebClient UI application
rather than the actual content of the application.
1. Search for open quotations for your customer Media Store.

a) Choose Sales Cycle Search Quotations.
b) Sold-To Party: Media Store
c) Status: Open
Note:
Use the dropdown list to change the search attributes. You should find at least
one quotation (ID 5001781).
2. Personalize the result list and include the Sales Group to the list of displayed fields.

.
Note:
Observe the option to create different layouts for this table view. This feature is
new with EhP1 for SAP CRM 7.0.
a) Choose the Personalize button in the result list area. Move the field Sales Group
from the Available Columns to the Displayed Columns using the appropriate
arrow button.
3. Save the search pattern and name it ##QSearch.

a) Save Search As: ##QSearch.


.
4. Display the details of a quotation. On header level include the assignment block
Attachments to the list of directly displayed assignment blocks. On item level
include the Notes assignment block in the same way.
a) Use the hyperlink Quotation ID to navigate to the quotation details.
b) Use the Personalize button to change the appearance of the quotation header
data.
c) Move the Attachments assignment block to the list of displayed assignment

blocks and check the Display Expanded flag.
e) In the Items assignment block use the hyperlink Item No. 10 to navigate to the
quotation item details.

.
f) Move the Notes assignment block to the list of displayed assignment blocks
and optionally check the Display Expanded flag.
g) Save your entries.

TCRM20
Summary
You should now be able to:
Describe the SAP CRM Application

Unit 2: Transaction Processing
Lesson 1: Structuring SAP CRM Business Transactions
Lesson 2: Configuring CRM Business Transactions
Lesson 3: Configuring Basic Transaction Functions

Lesson 1: Structuring SAP CRM Business Transactions
Lesson Objectives
Analyze SAP CRM business transactions

TCRM20 Figure 11: Business Processes in SAP CRM Unit 2 Lesson 1
TCRM20 Figure 12: CRM WebClient UI Example of a CRM Unit 2 Lesson 1
Business Transaction
TCRM20 Figure 13: General Structure of Transactions Unit 2 Lesson 1
Exercise 3: Analyze an SAP CRM Business Transaction

.
Business Example
You want to understand some basic principles of CRM business transactions.
Please answer the following questions.
1. CRM business transactions always contain at least one product.

Determine whether this statement is true or false.
X True
X False
Exercise 3: Analyze an SAP CRM Business Transaction

.
2. Which of the following business transactions can be created in SAP CRM?
Choose the correct answers.
X A Sales order
X B Purchase order
X C Service request
X D Delivery
Solution 3: Analyze an SAP CRM Business Transaction

.
Business Example
You want to understand some basic principles of CRM business transactions.
Please answer the following questions.
1. CRM business transactions always contain at least one product.

X True
X False
There are a number of business transactions that do not need product information.
Tasks, e-mail activities, leads, or opportunities can be used without entering
products.
Solution 3: Analyze an SAP CRM Business Transaction

.
2. Which of the following business transactions can be created in SAP CRM?
X A Sales order
X B Purchase order
X C Service request
X D Delivery
Purchase order and delivery documents can be created in SAP ERP. Service request
and are business transactions that are introduced with SAP CRM 7.0 (IT Service
Desk scenario).
TCRM20
Summary
Analyze SAP CRM business transactions

Lesson 2: Configuring CRM Business Transactions
Lesson Objectives
Configure transactions types
Configure item categories
Configure item category determination
Configure copying control

TCRM20 Figure 14: Transaction Types Unit 2 Lesson 2
TCRM20 Figure 15: Business Transaction Customizing Unit 2 Lesson 2
Header
TCRM20 Figure 16: Item Categories Unit 2 Lesson 2
TCRM20 Figure 17: Business Transaction Customizing Unit 2 Lesson 2
Item
TCRM20 Figure 18: Customizing Item Category Unit 2 Lesson 2
Determination
TCRM20 Figure 19: Examples of Item Category Unit 2 Lesson 2
Determination
Exercise 4: Configure a CRM Business Transaction

.
Business Example
You want to use a new transaction type for your trade fair business in the Sales area.
Therefore, you copy and adjust an existing transaction type in Customizing. Before you
create a transaction type, you need to understand the application and where to find the
data.
Optional Exercises (Service): You want to set up a new transaction type for service
transactions in the Service area.
Create a transaction type from an existing transaction type, maintain item category
determination, and create a quotation to test the newly created transaction type.
Task 1
To familiarize yourself with the basic mechanisms in transaction processing, create a
transaction in the CRM system and proceed as follows:
Hint:
Use the Sales Professional business role.

.
1. Create a quotation of the transaction type Quotation for the sold-to party ##
Megastore. Use First Quotation ## as the external reference. Use First
Quotation ## as the external reference (## is your group number).
Note:
Before you choose Quotation (description of the transaction type), personalize the
technical transaction type in the Selection dialog box for transaction types.
2. Which transaction type (technical key) represents this transaction?


.
3. Which statuses are available in the quotation after you enter the Sold-To Party?
4. Enter the product with the HT-1010 Product ID and a quantity of 10 PC in the item
list. Which item category is determined by the system?
Hint:
If you set the central personalization option Show keys in dropdown lists, (choose
PersonalizePersonalize Settings), you can display the technical key of the item
category.
5. Save the transaction and note the number.

__________________________

.
Task 2
Call the last sales transaction you saved. Analyze the item category that was determined
and how it was determined. Proceed as follows:
1. Where in Customizing are the detailed settings for the transaction type that is
used?
2. Where in Customizing are the detailed settings for the item category that was
determined?
3. Check whether this item category contains a date profile. Which billing relevance
indicator does this item category have?
4. In Customizing, analyze item category determination. What were the influencing

factors or associated values found for the item category determined in the
previous step? Write down the influencing factors and associated values.

.
Note:
In the SAP CRM Web UI, go to the product master to determine the relevant item
category group.
5. What other factors can influence the determination of an item category? Give a
suitable example.
Task 3
You want to create the new sales transaction type ZA## (##Quotation) in Customizing.
Create it as a copy of the existing AG transaction type and make some minor changes.

.
1. Search for the existing AG transaction type.
2. Select the AG line and choose the Copy As pushbutton.
3. Enter ZA## as the abbreviation and ##Quotation as the description (short and
long text description).
4. Confirm the dialog box (number of dependent entries copied) by pressing ENTER.
5. Assign the organizational data profile ZORGPROF## to this transaction type.
6. Save your entries.
Task 4
To use the new transaction type, you must maintain item category determination. If you
are entering a sales item (NORM), use the standard SAP item category for the quotation
item instead of your own item category.

.
1. Set up item category determination in Customizing.
2. Search (using the Position pushbutton) for the AG transaction type and the NORM
(standard item) item category group.
3. Replace the AG transaction type with the new transaction type ZA##.
Task 5
Test your new transaction type by creating a new quotation of type ##Quotation.
Hint:
You have to log off from the Web Client UI, and then log on again to test your new transaction.

.
1. Enter ##Stockmann as the sold-to party and the number of the product you
previously created as quantity 1.
You can also search using the value help (Description = ##Monitor). Save the
transaction and note the number.
________________________
Solution 4: Configure a CRM Business Transaction

.
Business Example
You want to use a new transaction type for your trade fair business in the Sales area.
Therefore, you copy and adjust an existing transaction type in Customizing. Before you
create a transaction type, you need to understand the application and where to find the
data.
Optional Exercises (Service): You want to set up a new transaction type for service
transactions in the Service area.
Create a transaction type from an existing transaction type, maintain item category
determination, and create a quotation to test the newly created transaction type.
Task 1
To familiarize yourself with the basic mechanisms in transaction processing, create a
transaction in the CRM system and proceed as follows:
Hint:

.
1. Create a quotation of the transaction type Quotation for the sold-to party ##
Megastore. Use First Quotation ## as the external reference. Use First
Quotation ## as the external reference (## is your group number).
Note:
Before you choose Quotation (description of the transaction type), personalize the
technical transaction type in the Selection dialog box for transaction types.
a) Choose Sales Cycle.
b) Choose CreateQuotation.
c) In the Select Transaction Type dialog box, choose the Personalize pushbutton.
d) Select and move Transaction Type from Available Columns to Displayed

Columns.

.
e) Save your settings.
f) Choose Quotation.
g) Enter the following details:

Field Value
Sold-To-Party ##Megastore
External Reference First quotation ##
2. Which transaction type (technical key) represents this transaction?
AG

.
3. Which statuses are available in the quotation after you enter the Sold-To Party?
Available statuses: Open, In Process, Released, and Completed.
4. Enter the product with the HT-1010 Product ID and a quantity of 10 PC in the item
list. Which item category is determined by the system?
Hint:
If you set the central personalization option Show keys in dropdown lists, (choose
PersonalizePersonalize Settings), you can display the technical key of the item
category.
a) On the Quotation ERP: New screen, enter HT-1010 in the Product ID field.
b) Choose the Search pushbutton.
c) Choose the HT-1010 product ID.


.
d) Enter 10 in the Quantity field.
Note:
You can display the item category in the Items assignment block by choosing
the Personalize pushbutton.
e) Select and move Item Category from Available Columns to Displayed Columns.
Note:
The system determines the Quotation Item (AGN) item category.
5. Save the transaction and note the number.

__________________________
a) Save the transaction.

.
Task 2
Call the last sales transaction you saved. Analyze the item category that was determined
and how it was determined. Proceed as follows:
1. Where in Customizing are the detailed settings for the transaction type that is
used?
a) In Customizing, choose Customer Relationship
ManagementTransactionsBasic SettingsDefine Transaction Types.
2. Where in Customizing are the detailed settings for the item category that was
determined?
ManagementTransactionsBasic SettingsDefine Item Categories.
3. Check whether this item category contains a date profile. Which billing relevance
indicator does this item category have?

.
a) Choose the AGN item category.
b) Choose the Details pushbutton. The item category does not contain a date
profile.
c) In Dialog Structure, choose Assignment of Business Transaction Categories.
d) Choose the Sales transaction category.
e) In Dialog Structure, choose Customizing Item. The item category is not relevant
for billing.
4. In Customizing, analyze item category determination. What were the influencing

factors or associated values found for the item category determined in the
previous step? Write down the influencing factors and associated values.

.
Note:
In the SAP CRM Web UI, go to the product master to determine the relevant item
category group.
a) Choose Sales Operations.
b) Choose SearchProducts.
c) Enter HT-1010 in the Product ID field.
d) Choose the Search pushbutton.
e) Choose the HT-1010 product ID.
f) Choose the Product Details assignment block.


.
Note:
The item category group is NORM (Standard item).
In this case, the item category is determined by the influencing factors

transaction type (AG) and item category group (Standard item = NORM).
a) In Customizing, choose SAP Customer Relationship

ManagementTransactionsBasic SettingsDefine Item Category
Determination.
b) Choose the Position pushbutton.
c) Enter the following details:

Field Value
Transaction Type AGN

.
Field Value
Item Cat. Group NORM
d) Choose Enter.
The system displays the corresponding entry in the table.
e) Select the entry and choose the Details pushbutton. The AGN item category is
used as the default value. In this case, you cannot use an alternative item
category.

.
5. What other factors can influence the determination of an item category? Give a
suitable example.
In addition to the transaction type and the item category group, the usage and a
higher level item category can influence the determination of the item category.
For example, in standard sales orders (TA), automatic free goods discount
determination uses the FREE usage (free goods discount). The free goods discount
item refers to a higher level item of the TAN category. If a standard item (NORM) is
recorded in the sales order and a free goods discount is identified, the standard
system determines an (main) item with the TAN item category and a free goods
discount item with the TANN item category. Other examples include structured
products and complaint transactions.
Task 3

.
You want to create the new sales transaction type ZA## (##Quotation) in Customizing.
Create it as a copy of the existing AG transaction type and make some minor changes.
1. Search for the existing AG transaction type.

2. Select the AG line and choose the Copy As pushbutton.

a) Choose the row that contains the AG transaction type.
b) Choose the Copy As pushbutton.
3. Enter ZA## as the abbreviation and ##Quotation as the description (short and
long text description).
a) Enter ZA## in the Transaction Type field.
b) Enter ##Quotation as the description.


.
Note:
Ensure that you change both the short and long text (description) to
##Quotation.
4. Confirm the dialog box (number of dependent entries copied) by pressing ENTER.
a) Choose Continue.
Note:
If you are logged on in a language other than the course language, you need to
translate the entry that you created in the course language.
Choose GotoTranslation and choose the course language. Enter your group
number.
5. Assign the organizational data profile ZORGPROF## to this transaction type.


.
a) If you are not in the detailed view of the transaction type, select the ZA##
transaction type.
b) Choose the Details pushbutton.
c) Enter ZORGPROF##in the Org. Data Prof. field.
Task 4
To use the new transaction type, you must maintain item category determination. If you
are entering a sales item (NORM), use the standard SAP item category for the quotation
item instead of your own item category.
1. Set up item category determination in Customizing.


.
ManagementTransactionsBasic SettingsDefine Item Category
Determination.
2. Search (using the Position pushbutton) for the AG transaction type and the NORM
(standard item) item category group.
a) Choose the Position pushbutton.
b) Enter the following details:

Field Value
Transaction Type AG
Item Cat. Group NORM
c) Choose Enter.

.
d) Choose the row containing the AG transaction type.
e) Choose the Copy As pushbutton.
3. Replace the AG transaction type with the new transaction type ZA##.
a) Enter ZA## in the Transaction Typ. field.
b) Choose Enter.
Task 5
Test your new transaction type by creating a new quotation of type ##Quotation.
Hint:
You have to log off from the Web Client UI, and then log on again to test your new transaction.

.
1. Enter ##Stockmann as the sold-to party and the number of the product you
previously created as quantity 1.
You can also search using the value help (Description = ##Monitor). Save the
transaction and note the number.
________________________
c) Choose ##Quotation.
d) Enter ##Stockmann in the Sold-To Party field.
e) Choose Value Help.
f) Enter the number of the product in the Product ID field.


.
g) Choose the Search pushbutton.
h) Choose the product and enter 1 in the Qty field.
i) Save your entries.

TCRM20 Figure 20: Copying Business Transactions Unit 2 Lesson 2
TCRM20 Figure 21: Transaction History or Document Flow Unit 2 Lesson 2
in Transactions
TCRM20 Figure 22: Customizing Copy Control Unit 2 Lesson 2
TCRM20 Figure 23: Subsequent Referencing Unit 2 Lesson 2
Exercise 5: Configure Copying Control Settings

.
Business Example
You want to use existing quotations as a basis for creating additional business
transactions, such as a standard telesales order. For this reason, you need to familiarize
yourself with copying control in SAP CRM and make necessary entries.
Create a follow-up transaction using the quotation created previously.
To use your new transaction type ZA## (##Quotation) productively (to create follow-up
transactions), you must make and check entries that are needed for transaction types and
item categories (at header and item level) in the copy control (## is your group number).
Hint:
1. Create a sales order of the type Telesales as a follow-up transaction for the
##Quotation quotation type that you created earlier.

.
Does the system allow you to do this?
Explain why.
2. In the Define Copying Control for Transaction Types Customizing activity, check
whether the entry for copying source transaction type ZA## to target transaction
type TA exists. If not, add the missing entry.

.
Note:
You do not have to make any additional settings because you do not use your own
item category in ##Quotation; the Telesales (TA) transaction uses the standard
item category TAN, and a copy control entry AGNTAN already exists (SAP
standard).
3. Test your settings and create a transaction of the type Telesales (TA) as a follow-
up transaction for ##Quotation (ZA##).
Hint:
Restart the application.
Note the number.

__________________________

.
4. Where can you find information about the transaction history?
Solution 5: Configure Copying Control Settings

.
Business Example
You want to use existing quotations as a basis for creating additional business
transactions, such as a standard telesales order. For this reason, you need to familiarize
yourself with copying control in SAP CRM and make necessary entries.
Create a follow-up transaction using the quotation created previously.
To use your new transaction type ZA## (##Quotation) productively (to create follow-up
transactions), you must make and check entries that are needed for transaction types and
item categories (at header and item level) in the copy control (## is your group number).
Hint:
1. Create a sales order of the type Telesales as a follow-up transaction for the
##Quotation quotation type that you created earlier.

.
Does the system allow you to do this?
Explain why.
a) Log on to the CRM WebClient UI with the Sales Professional business role.
b) Choose Sales Cycle.
c) Choose SearchQuotations.
e) Choose the Search pushbutton.


.
f) In the Result List, choose the Quotation ID hyperlink to view the details of the
quotation.
g) Choose the Create Follow-Up pushbutton. A dialog box is displayed.

No, it is not possible to create a follow-up transaction of the type Telesales.
After a new transaction type has been set up, only transactions of the type
Activity (Appointment, E-Mail, Interaction Log, and Task) can be created without
entries having to be made in copy control.
Entries in copy control are required for all other types of follow-up transactions.
2. In the Define Copying Control for Transaction Types Customizing activity, check
whether the entry for copying source transaction type ZA## to target transaction
type TA exists. If not, add the missing entry.
ManagementTransactionsBasic SettingsCopying Control for Business
TransactionsDefine Copying Control for Transaction Types.

.
c) Enter ZA## as the source transaction type.
d) Choose Enter.
The system moves to a line that is alphabetically closest to transaction type
ZA##. An entry with your transaction type does not (yet) exist.
e) To add the missing entry, choose the New Entries pushbutton.
f) Enter the following details:

Field Value
Source trans. ZA##
Tgt Trans. Type TA
g) Choose Enter.

.
h) Save your entries.
Note:
You do not have to make any additional settings because you do not use your own
item category in ##Quotation; the Telesales (TA) transaction uses the standard
item category TAN, and a copy control entry AGNTAN already exists (SAP
standard).
3. Test your settings and create a transaction of the type Telesales (TA) as a follow-
up transaction for ##Quotation (ZA##).
Hint:
Restart the application.
Note the number.


.
__________________________
b) Choose SearchQuotations.
c) Enter ##Stockmann in the Sold-To Party field and choose the Search
pushbutton.
d) Choose the Quotation ID hyperlink to open the quotation details.
e) Choose the Create Follow-Up pushbutton. A dialog box displayed.
Caution:
Two pages of transaction types are available.
f) Choose Sales Order (Telesales).


.
g) In the Select Items dialog box, select the items that you want to transfer.
h) Choose the Choose pushbutton.
i) Save your entries and note the transaction number.
4. Where can you find information about the transaction history?
The Transaction History assignment block contains information about preceding

and succeeding documents.
TCRM20
Summary
Configure transactions types

Configure item categories
Configure item category determination
Configure copying control
Lesson 3: Configuring Basic Transaction Functions
Lesson Objectives
Configure text determination
Configure date management
Configure status management
Configure incompleteness checks

TCRM20 Figure 24: Basic Functions in Business Unit 2 Lesson 3
Transactions
TCRM20 Figure 25: Texts or Notes in Transactions Unit 2 Lesson 3
TCRM20 Figure 26: Text Determination Procedure Unit 2 Lesson 3
Exercise 6: Configure Text Determination

.
Business Example
You want to create settings for text determination for the transaction type that you
created earlier. To create settings, you need to analyze the existing text determination
procedure and change it to enter additional text data.
Create settings for text determination.
1. Which text determination procedure is used in transactions of the type

##Quotation (ZA##)?
2. Check the settings for this text determination procedure in Customizing. What text
types are used in the underlying text determination procedure?
3. What might be the source of the text data in the Header Note text type?
Exercise 6: Configure Text Determination

.
4. Copy text determination procedure ORDER001. Enter ZTDP## as the text
determination procedure ID and ## Text Determination Procedure as the
description.
5. Include the text type A003 (Preparation) in the text determination procedure.
Include sequence 0006 for this text type to avoid receiving any warning messages.
6. Assign the text determination procedure you created (ZTDP##) to your transaction
type ZA## (##Quotation).
7. Use transaction type ZA## (##Quotation) to test whether the text determination
procedure and the text type function correctly.
Create a ##Quotation and ensure that the new text type is available in the Notes
assignment block by creating a text of this type.
Solution 6: Configure Text Determination

.
Business Example
You want to create settings for text determination for the transaction type that you
created earlier. To create settings, you need to analyze the existing text determination
procedure and change it to enter additional text data.
Create settings for text determination.
1. Which text determination procedure is used in transactions of the type

##Quotation (ZA##)?
b) To view the details of transaction type ZA#, choose the Position pushbutton.
c) Enter ZA## in the Transaction Type field.
d) Choose Enter.

.
e) Choose the row that contains the transaction type ZA##.
f) Choose the Details pushbutton.

The transaction type uses the ORDER001 text determination procedure.
2. Check the settings for this text determination procedure in Customizing. What text
types are used in the underlying text determination procedure?
a) In Customizing, choose Customer Relationship ManagementBasic
FunctionsText ManagementDefine Text Determination Procedure.
b) Choose the row that contains the CRM_ORDERH text object.
c) In Dialog Structure, choose Procedure.
d) Choose the Position pushbutton.
e) Enter ORDER001 in the Text Det. Proc. field.


.
f) Choose Enter.
g) Choose the row that contains the text determination procedure ORDER001.
h) Choose Definition of Procedure.

The 0001 (Header Note), 1000 (Customer wishes), 0003 (Final note), 0002
(Internal note), and S001 (Problem Description) text types are used.
3. What might be the source of the text data in the Header Note text type?
Check access 01 (Business partner text), which is assigned to the 0001 text type. In
the details of the access sequence, you can see that it searches in the
Correspondence text type of the business partner. Text information in the business
partner can be copied to the header note of the business transaction.

.
4. Copy text determination procedure ORDER001. Enter ZTDP## as the text
determination procedure ID and ## Text Determination Procedure as the
description.
a) In Dialog Structure, choose Procedure.
c) Enter ORDER001 in the Text Det. Proc. field and choose Enter.
d) Choose the row that contains text determination procedure ORDER001.
e) Choose the Copy As pushbutton.
f) Enter the following details:

Field Value
Text Det.Proc. ZTDP##

.
Field Value
Dscrptn Proc. ##Text determination
procedure
g) Choose Enter.
h) In the dialog box that appears, confirm that you want to copy all the dependent
entries.
i) Choose text determination procedure ZTDP## followed by Definition of

Procedure.
5. Include the text type A003 (Preparation) in the text determination procedure.
Include sequence 0006 for this text type to avoid receiving any warning messages.
a) Choose the New Entries pushbutton.

.
Field Value
Text Type A003
Sequence 0006
Hint:
If the warning message Value should be numeric is displayed, confirm this by
pressing ENTER.
c) Save your entries.
6. Assign the text determination procedure you created (ZTDP##) to your transaction
type ZA## (##Quotation).

.
d) Choose Enter.
e) Choose the row that contains transaction type ZA##.
g) Enter ZTDP## in the Text Det. Procedure field.
7. Use transaction type ZA## (##Quotation) to test whether the text determination
procedure and the text type function correctly.

.
Create a ##Quotation and ensure that the new text type is available in the Notes
assignment block by creating a text of this type.
a) On the Sales Professional screen, choose Sales Cycle.
c) In the Select Transaction Type dialog box, choose transaction type ZA##.
d) Enter a sold-to party.
e) Save your entries.

Yes, the new text type can be used in transaction type ##Quotation.
TCRM20 Figure 27: Date Management Unit 2 Lesson 3
TCRM20 Figure 28: Date Profile Unit 2 Lesson 3
TCRM20 Figure 29: Status Management Unit 2 Lesson 3
TCRM20 Figure 30: Status Profile Unit 2 Lesson 3
TCRM20 Figure 31: Incompleteness Check Unit 2 Lesson 3
TCRM20 Figure 32: Incompleteness Check Customizing Unit 2 Lesson 3
Exercise 7: Configure Incompleteness Checks

.
Business Example
You want to create a new incompleteness procedure for your transaction type ZA##,
##Quotation. The transaction is to be classified as incomplete if the external reference is
missing.
Create an incompleteness procedure for the transaction type ZA## (## is your group
number).
You want to ensure that the External Reference field is maintained in the sales transaction
ZA##. You want an error message to be displayed if no data is entered for the field. Create
the incompleteness group ZG## with the IC Group ## description for your transaction.
Maintain the ZP## incompleteness procedure with the IC Procedure ## description.
1. Define the ZG## incompleteness group.


.
Hint:
In Customizing, choose Customer Relationship
ManagementTransactionsBasic SettingsIncompleteness CheckDefine
Incompleteness Procedures.
2. Assign the incompleteness group ZG## to your transaction type ZA##.
3. Create the incompleteness procedure ZP## with the description IC Procedure

##.
4. Enter the details for the incompleteness procedure and define the field as External
Reference so that a warning is displayed if it is not filled. Save your entries.

.
Note:
Use the object name SALES and the field name PO_NUMBER_SOLD. In the CRM
WebClient application, you can press the F2 key to display technical information.
In SAP GUI to see the field nam in field, choose F1 help, and choose Technical
Information. The field name is displayed in the Field Data area.
5. Create an incompleteness procedure determination. Enter ZG## in the

Incompleteness Group: Transact. field (incompleteness for transaction type) and
leave the field for the business partner blank. Enter ZP## in the Procedure field.
6. Check whether your incompleteness procedure works properly. Create a new

quotation of type ##Quotation. Is a warning message displayed?
Solution 7: Configure Incompleteness Checks

.
Business Example
You want to create a new incompleteness procedure for your transaction type ZA##,
##Quotation. The transaction is to be classified as incomplete if the external reference is
missing.
Create an incompleteness procedure for the transaction type ZA## (## is your group
number).
You want to ensure that the External Reference field is maintained in the sales transaction
ZA##. You want an error message to be displayed if no data is entered for the field. Create
the incompleteness group ZG## with the IC Group ## description for your transaction.
Maintain the ZP## incompleteness procedure with the IC Procedure ## description.
1. Define the ZG## incompleteness group.


.
Hint:
In Customizing, choose Customer Relationship
ManagementTransactionsBasic SettingsIncompleteness CheckDefine
Incompleteness Procedures.

ManagementTransactionsBasic SettingsIncompleteness
CheckDefine Incompleteness Procedures.
b) In Dialog Structure, choose Incompleteness Group: Transaction/Item.
c) Choose the New Entries pushbutton.
d) Enter the following details:


.
Field Value
IncompGrp ZG##
Short Description IC Group ##
2. Assign the incompleteness group ZG## to your transaction type ZA##.

a) In Dialog Structure, choose Assignment: TransactionType - Incompleteness
Group.
b) To search for the ZA## transaction type, choose the Position pushbutton.
d) Choose Enter.

.
f) Enter ZG## in the Incompleteness Group field.
3. Create the incompleteness procedure ZP## with the description IC Procedure

##.
a) In Dialog Structure, choose Incompleteness Procedure.
b) Choose the New Entries pushbutton.

Field Value
Procedure ZP##

.
Field Value
Short Description IC Procedure ##
4. Enter the details for the incompleteness procedure and define the field as External
Reference so that a warning is displayed if it is not filled. Save your entries.
Note:
Use the object name SALES and the field name PO_NUMBER_SOLD. In the CRM
WebClient application, you can press the F2 key to display technical information.
In SAP GUI to see the field nam in field, choose F1 help, and choose Technical
Information. The field name is displayed in the Field Data area.
a) In Dialog Structure, choose Incompleteness Procedure: Detail.

.

Field Value
Object Name SALES
Field Name PO_NUMBER_SOLD
Relevance Header
Message Category Warning
Bus. Transaction INC1
5. Create an incompleteness procedure determination. Enter ZG## in the

Incompleteness Group: Transact. field (incompleteness for transaction type) and
leave the field for the business partner blank. Enter ZP## in the Procedure field.

.
a) In Dialog Structure, choose Incompleteness Procedure: Determination.

Field Value
Incompleteness Group: Transact. ZG##
Procedure ZP##
6. Check whether your incompleteness procedure works properly. Create a new

quotation of type ##Quotation. Is a warning message displayed?
a) On the Sales Professional screen, choose Sales Cycle.

.
c) In the Select Transaction Type dialog box, choose ##Quotation.
d) Enter a sold-to party.
e) Save the quotation.

Yes, a warning message is displayed if the External Reference field is not filled.
TCRM20
Summary
Configure text determination

Configure date management
Configure status management
Configure incompleteness checks
TCRM20 Unit 2
Which of the following have header level only?

Choose the correct answer.
A. Leads
B. Opportunities
C. Tasks
TCRM20 Unit 2
Which of the following have header level only?
C. Tasks
TCRM20 Unit 2
"Once a product is entered into a business transaction, the

system automatically tries to determine a default item
category."
TCRM20 Unit 2
"Once a product is entered into a business transaction, the

system automatically tries to determine a default item
category."
True
TCRM20 Unit 2
"The procedure for item category determination in the ERP and

CRM systems must be set up in the same way."
TCRM20 Unit 2
"The procedure for item category determination in the ERP and

CRM systems must be set up in the same way."
True
TCRM20 Unit 2
"To create transactionsquickly, you can copy an existing

transaction and use this as the basis for a new transaction."
TCRM20 Unit 2
"To create transactionsquickly, you can copy an existing

transaction and use this as the basis for a new transaction."
True
TCRM20 Unit 2
Which settings are required in copy control Customizing for the processing of follow-up transactions?
A. Copy control for transaction types
B. Copy control for item categories
C. Setting up the date profile

TCRM20 Unit 2
Which settings are required in copy control Customizing for the processing of follow-up transactions?
A. Copy control for transaction types
B. Copy control for item categories

TCRM20 Unit 2
"The transaction history is only available at header level."

TCRM20 Unit 2
"The transaction history is only available at header level."

False
TCRM20 Unit 2
"Partner processing is a basic function in transaction

processing."
TCRM20 Unit 2
"Partner processing is a basic function in transaction

processing."
True
TCRM20 Unit 2
"Date management allows you to process limited dates in a

document."
TCRM20 Unit 2
"Date management allows you to process limited dates in a

document."
False
TCRM20 Unit 2
"You can define date types and durations according to your

company terminology."
TCRM20 Unit 2
"You can define date types and durations according to your

company terminology."
True
Unit 3: Activity Management
Lesson 1: Maintaining Activities
Lesson 2: Configuring Activities

Lesson 1: Maintaining Activities
Lesson Objectives
Analyze SAP CRM activities
Evaluate surveys and activity journals
Analyze Groupware integration (GWI)

TCRM20 Figure 33: Types of Activities Unit 3 Lesson 1
TCRM20 Figure 34: Structure of Activities Unit 3 Lesson 1
TCRM20 Figure 35: Activities in the CRM WebClient UI Unit 3 Lesson 1
Exercise 8: Analyze CRM Activities

.
Business Example
You want to understand CRM activities.
Answer the following questions:
1. The transaction type customizing indirectly controls (via the category) the
application that creates E-Mail and Interaction Log activities.
X True
X False
Solution 8: Analyze CRM Activities

.
Business Example
You want to understand CRM activities.
1. The transaction type customizing indirectly controls (via the category) the
application that creates E-Mail and Interaction Log activities.
X True
X False
You can control the category for the transaction type, such as E-Mail, Interaction
Log, Appointment, or Task by using the transaction type entry Category.
TCRM20 Figure 36: Survey Suite Unit 3 Lesson 1
TCRM20 Figure 37: Activity Journals Unit 3 Lesson 1
TCRM20 Figure 38: Integration of the Calendar Unit 3 Lesson 1
Integration of Clients GW
TCRM20 Figure 39: GWI on Servers Unit 3 Lesson 1
TCRM20
Summary
Analyze SAP CRM activities

Evaluate surveys and activity journals
Analyze Groupware integration (GWI)
Lesson 2: Configuring Activities
Lesson Objectives
Configure CRM activities

TCRM20 Figure 40: Customizing of Activities Unit 3 Lesson 2
TCRM20 Figure 41: Follow-Up Activities Unit 3 Lesson 2
Exercise 9: Configure a New Type of Activity

.
Business Example
You want to familiarize yourself with the activity maintenance functions in the SAP CRM
system for your trade fair business and set up a new transaction type of the type trade fair
activities.
Create an activity as a new transaction type with certain default values. Create a follow-up
activity with questionnaire support.
For customer visits that result from trade fair activities, set up a Trade Fair activity in the
system as a new transaction type with certain default values.
1. In Customizing, enter the new goal Z## with the description ##Trial Order (##
is your group number).
Hint:
In Customizing, choose Customer Relationship Management Transactions
Settings for Activities.

.
2. In Customizing, define the new category Y## with the description ##Appointment
for the activities and assign it the Appointment class.
3. Copy the existing 0001 (Interaction Log) transaction type. Enter ZB## as the
transaction type and ##Trade Fair Visit as the name and long description.
Assign organizational data profile ZORGPROF## and action profile ACTIVITY to the
new transaction type.
4. Set the new goal as ##Trial Order (Z##) and the new category as
##Appointment (Y##), and then set the priority to High.
A ##Trade Fair Visit should be relevant to the calendar. It should not be possible to
create a private ##Trade Fair Visit. Select and check the corresponding
checkboxes.
5. Test the new transaction type by creating an activity of the type ##Trade Fair Visit
for a week from today, for the duration 2.003.00 p.m. Use First ##Visit
after trade fair as the description and ##Stockmann as the account.

.
Check whether the systems default entries for priority and goal are correct. Can
you make the activity private?
Can you find the activity in the calendar of the sales representative or employee
responsible? Both partners should contain employee names that are assigned your
CRM logon user.
6. Create a follow-up activity with questionnaire support. With respect to the new
##Trade Fair Visit activity, create a follow-up activity of the type Survey Activity.
Use Survey of ##Stockmann as the description and choose a suitable date in
the future.
Fill out the survey. Save the activity and note the number.
________________________
Solution 9: Configure a New Type of Activity

.
Business Example
You want to familiarize yourself with the activity maintenance functions in the SAP CRM
system for your trade fair business and set up a new transaction type of the type trade fair
activities.
Create an activity as a new transaction type with certain default values. Create a follow-up
activity with questionnaire support.
For customer visits that result from trade fair activities, set up a Trade Fair activity in the
system as a new transaction type with certain default values.
1. In Customizing, enter the new goal Z## with the description ##Trial Order (##
is your group number).
Hint:
In Customizing, choose Customer Relationship Management Transactions
Settings for Activities.

.
a) In Customizing, choose Customer Relationship Management Transactions
Settings for Activities Maintain Categories, Goals, and Priorities
Maintain Goals.

Field Value
Target Z##
Description ##Trial Order
e) Go back.

.
2. In Customizing, define the new category Y## with the description ##Appointment
for the activities and assign it the Appointment class.
Settings for Activities Maintain Categories, Goals, and Priorities
Maintain Categories.

Field Value
Category Y##
Description ##Appointment
Class Appointment


.
3. Copy the existing 0001 (Interaction Log) transaction type. Enter ZB## as the
transaction type and ##Trade Fair Visit as the name and long description.
Assign organizational data profile ZORGPROF## and action profile ACTIVITY to the
new transaction type.
Basic Settings Define Transaction Types.
b) Choose the row that contains transaction type 0001 (Interaction Log).
c) Choose the Copy As pushbutton.
d) Enter ZB## in the Transaction Type field.
e) Enter ##Trade Fair Visit as the short description.
f) Enter ##Trade Fair Visit as the long description.


.
g) Choose Enter to begin copying. A message indicating the number of dependent
entries copied is displayed.
h) Choose Continue.
i) Choose the row that contains transaction type ZB## and then choose the
Details pushbutton.
j) Enter the following details:

Field Value
Organizational Data Profile ZORGPROF##
Action Profile ACTIVITY
4. Set the new goal as ##Trial Order (Z##) and the new category as
##Appointment (Y##), and then set the priority to High.

.
A ##Trade Fair Visit should be relevant to the calendar. It should not be possible to
create a private ##Trade Fair Visit. Select and check the corresponding
checkboxes.
a) In Dialog Structure -, choose Assignment of Business Transaction Categories.
b) Choose the Business Activity transaction category.
c) Choose Customizing header.
d) Enter ##Appointment as the category.
e) Enter ##Trial Order as the goal.
f) Save your entries.
g) Note that the default settings of the checkboxes already meet your
requirements.

.
h) The Calendar checkbox is selected by default. Retain this default selection.
i) The Private Appointments Allowed checkbox is deselected by default. Retain

this default selection.
5. Test the new transaction type by creating an activity of the type ##Trade Fair Visit
for a week from today, for the duration 2.003.00 p.m. Use First ##Visit
after trade fair as the description and ##Stockmann as the account.
Check whether the systems default entries for priority and goal are correct. Can
you make the activity private?
Can you find the activity in the calendar of the sales representative or employee
responsible? Both partners should contain employee names that are assigned your
CRM logon user.
a) In the CRM WebClient UI, choose Activities.
b) Choose Create Appointment.


.
c) In the Select Transaction Type dialog box, choose the ##Trade Fair Visit
transaction type.

Field Value
Description First ##Visit after trade
fair
Account ##Stockmann
e) Enter Start Date/Time as one week from the present date and 14:00.
f) Enter End Date/Time as one week from the present date and 15:00.
Check whether the system default entries for priority and goal are correct. The
fields are displayed and prefilled in the Appointment: Details assignment block.

.
Note:
In standard SAP systems, the Goal field is not displayed in the user interface.
Can you make the activity private?

No. The checkbox is grayed out because of the default setting and is not ready
for input.
g) Save the activity.

Can you find the activity in the calendar of the employee responsible?
h) In the CRM WebClient UI, choose Calendar.
i) Choose the Week pushbutton.
j) Choose the Next Week pushbutton.

The appointment is displayed.

.
6. Create a follow-up activity with questionnaire support. With respect to the new
##Trade Fair Visit activity, create a follow-up activity of the type Survey Activity.
Use Survey of ##Stockmann as the description and choose a suitable date in
the future.
Fill out the survey. Save the activity and note the number.
________________________
a) Find the activity that you created using the calendar entry.
b) Choose More Follow-Up.
c) Choose Interaction Log - Survey Activity.
d) Enter Survey of ##Stockmann as the description.
e) Enter the date two weeks from the present date in the Start Date field.
f) Enter 10:00 10:10 in the Time From/To field.


.
g) Fill out the survey.
h) Choose the Questionnaires assignment block.
i) Choose Action Edit.
j) Fill out the survey with answers of your choice and save it.
k) Go back and save the activity.

TCRM20
Summary
Configure CRM activities

TCRM20 Unit 3
"The SAP Groupware connector executes message

synchronization between the SAP CRM server and the
Groupware (GW) server."
TCRM20 Unit 3
"The SAP Groupware connector executes message

synchronization between the SAP CRM server and the
Groupware (GW) server."
True
TCRM20 Unit 3
" Categories and goals are activity-specific transaction

settings. "
TCRM20 Unit 3
" Categories and goals are activity-specific transaction

settings. "
True
Unit 4: Partner Determination
Lesson 1: Determining Partners in Business Transactions
Lesson 2: Configuring Partner Determination

Lesson 1: Determining Partners in Business Transactions
Lesson Objectives
Analyze partner processing

TCRM20 Figure 42: Partner Processing Unit 4 Lesson 1
TCRM20 Figure 43: Automatic Partner Processing Unit 4 Lesson 1
TCRM20 Figure 44: Partner Processing in the Application Unit 4 Lesson 1
Exercise 10: Analyze Partner Processing

.
Business Example
You want to understand the basic functions of partner processing.
Analyze partner processing for a sales transaction.
1. Partner processing in SAP CRM business transactions is an optional function.

X True
X False

.
2. Which of the following are standard features within partner processing?
X A You can derive relevant business partners from object information.
X B You can use partner processing in account and contact management to

determine and assign an employee responsible to a corporate account.
X C You can use partner processing to determine positions from the

organizational model.
X D You can use partner processing to determine organizational units.
X E You can specify whether partner information can be changed in business

transactions.

.
X F You can specify whether partners can be inherited from transaction
header to transaction item.
3. Analyze partner processing for the sales transaction ##Quotation in Customizing.

Create a quotation with transaction type ##Quotation in the CRM WebClient UI.
Use the business partner ##Stockmann as the sold-to party (## is your group
number).
Which partner functions for this sales transaction does the system find
automatically?
Does the system also determine a contact person?
4. Which access sequence does the system use to search for the employee
responsible?

.
5. Why are the Sales manager and the Sales employee partner functions not listed in
the CRM WebClient UI application of the ##Quotation?
Solution 10: Analyze Partner Processing

.
Business Example
You want to understand the basic functions of partner processing.
Analyze partner processing for a sales transaction.
1. Partner processing in SAP CRM business transactions is an optional function.

X True
X False
Every CRM business transaction uses partner determination. It is not possible to

create a transaction type without any kind of business partner.

.
2. Which of the following are standard features within partner processing?
X A You can derive relevant business partners from object information.
X B You can use partner processing in account and contact management to

determine and assign an employee responsible to a corporate account.
X C You can use partner processing to determine positions from the

organizational model.
X D You can use partner processing to determine organizational units.
X E You can specify whether partner information can be changed in business

transactions.

.
X F You can specify whether partners can be inherited from transaction
header to transaction item.
Partner processing is relevant for business transactions (and other applications),

but is not relevant for account and contact management. After the organizational
units are created as business partners (usually automatically) you can add them to
the partner information (for example, a service technician group).
3. Analyze partner processing for the sales transaction ##Quotation in Customizing.

Create a quotation with transaction type ##Quotation in the CRM WebClient UI.
Use the business partner ##Stockmann as the sold-to party (## is your group
number).
Which partner functions for this sales transaction does the system find
automatically?

.
a) In Customizing, choose SAP Customer Relationship
Partner determination procedure 00000001 is assigned to transaction type
ZA## (##Quotation).
b) In Customizing, choose Customer Relationship ManagementBasic

FunctionsPartner ProcessingDefine Partner Determination Procedure.
c) Select partner determination procedure 00000001 and choose Partner

Functions in Procedure.
Partner determination procedure 00000001 contains the following partner
functions:
Sold-to party

.
Ship-to party
Bill-to party
Payer
Sales manager
Sales employee
Employee responsible
The system does not automatically determine the partner function Contact
person (CRM) because it is not listed in the partner determination procedure.
4. Which access sequence does the system use to search for the employee
responsible?

.
b) Choose the Employee responsible partner function.
c) Choose the Details pushbutton.

The system uses the access sequence IDES. from/user (technical key Z006).
5. Why are the Sales manager and the Sales employee partner functions not listed in
the CRM WebClient UI application of the ##Quotation?
In the CRM WebClient UI, five partners are determined automatically when a
##Quotation is created. This happens because no access sequence has been
assigned to the partner functions Sales manager and Sales employee. These
partners can be added manually by the user.
TCRM20
Summary
Analyze partner processing

Lesson 2: Configuring Partner Determination
Lesson Objectives
Configure partner functions
Configure partner determination procedures
Configure access sequences

TCRM20 Figure 45: Partner Processing in Customizing Unit 4 Lesson 2
TCRM20 Figure 46: Partner Function Categories and Unit 4 Lesson 2
Partner Functions
TCRM20 Figure 47: Partner Determination Procedure Unit 4 Lesson 2
TCRM20 Figure 48: Access Sequences Unit 4 Lesson 2
Exercise 11: Create an Access Sequence and Include It in a New

Partner Determination Procedure
.
Business Example
In your trade fair business framework, you want to set up partner processing for the
transaction type ##Quotation according to your requirements. You want to utilize
business partner relationships and enter the contact persons in the document as
partners.
Create an access sequence and include it in a new partner determination procedure. Set
up partner processing. You want to use a partner determination procedure for the
transaction type ##Quotation that determines at least one of the customers contact
persons (## is your group number).
1. Copy the partner determination procedure Telesales (00000001) with its

dependent entries to ZPS##. Name the new partner determination procedure
PartnerDetProc ##.

.
2. Create a new access sequence ZZ## (##Sold-To Party - Relationships)
with one individual access that searches for a partner in the relationships
maintained in the business partner master record. Enter 10 for the batch and
dialog sequences, Business partner relationships as the source, and
Sold-to Party (CRM) as the partner function.
3. Add the partner function Contact person (CRM) to the partner determination
procedure ZPS##. The partner function Contact person (CRM) should occur at
least once but no more than three times.
For the determination, use the ##Sold-To Party - Relationships access
sequence that you created in the previous exercise. Leave the remaining fields
empty.
4. Make sure that the address usage Receive goods for the partner function Ship-
To party is used. For all other partner functions, the standard address should be
determined in transactions.

.
5. Assign partner determination procedure ZPS## to transaction type ZA##
(##Quotation).
6. Test the new partner determination procedure by creating a quotation of type

##Quotation. Does the system now determine the contact person who was stored
as a relationship to the business partner?
7. Which concept or construct makes partner processing flexible? Explain why.


.
8. Can you define your own partner functions in Customizing?
9. Can you define your own partner function categories?

Solution 11: Create an Access Sequence and Include It in a New

.
Business Example
In your trade fair business framework, you want to set up partner processing for the
transaction type ##Quotation according to your requirements. You want to utilize
business partner relationships and enter the contact persons in the document as
partners.
Create an access sequence and include it in a new partner determination procedure. Set
up partner processing. You want to use a partner determination procedure for the
transaction type ##Quotation that determines at least one of the customers contact
persons (## is your group number).
1. Copy the partner determination procedure Telesales (00000001) with its

dependent entries to ZPS##. Name the new partner determination procedure
PartnerDetProc ##.

.
b) Choose the row that contains the 00000001 (Telesales) procedure.
c) Choose the Copy As pushbutton.

Field Value
Procedure ZPS##
Description PartnerDetProc ##
e) In the dialog box that displays, confirm that you want to copy the procedure
and all dependent entries.

.
f) Save your entries and go back.
2. Create a new access sequence ZZ## (##Sold-To Party - Relationships)

with one individual access that searches for a partner in the relationships
maintained in the business partner master record. Enter 10 for the batch and
dialog sequences, Business partner relationships as the source, and
Sold-to Party (CRM) as the partner function.
FunctionsPartner ProcessingDefine Access Sequences.


.
Field Value
Sequence ZZ##
Description ##Sold-To Party -
Relationships
d) Choose the row that contains the new access sequence ZZ##.
e) In Dialog Structure, choose Individual Accesses.
f) Choose the New Entries pushbutton.
g) Enter the following details:

Field Value
Batch Sequence 10

.
Field Value
Dialog Sequence 10
Source Business Partner
Relationships
Partner function Sold-to Party (CRM)
h) Save the data and go back.
3. Add the partner function Contact person (CRM) to the partner determination
procedure ZPS##. The partner function Contact person (CRM) should occur at
least once but no more than three times.
For the determination, use the ##Sold-To Party - Relationships access
sequence that you created in the previous exercise. Leave the remaining fields
empty.

.
c) Enter ZPS## in the PartnerDetProc field.
d) Choose Continue.
e) Choose the row that contains the partner determination procedure ZPS##.
f) In Dialog Structure, choose Partner Functions in Procedure.
g) Choose the New Entries pushbutton.
h) Enter the following details:


.
Field Value
Partner function Contact person (CRM)
Number of Occurrences (Lowest) 1
Number of Occurrences (Highest) 3
Access sequence ##Sold-To Party -
Relationships
4. Make sure that the address usage Receive goods for the partner function Ship-
To party is used. For all other partner functions, the standard address should be
determined in transactions.
a) In the address details of the partner function Ship-To Party, enter Receive
goods in the Address for Trans. field.

.
5. Assign partner determination procedure ZPS## to transaction type ZA##
(##Quotation).
c) Enter ZA## in the Transaction Type field and press ENTER.
d) Choose the row that contains transaction type ZA##.
e) Choose the Details pushbutton.
f) Enter ZPS## in the Partner Determ.Proc. field.


.
6. Test the new partner determination procedure by creating a quotation of type
##Quotation. Does the system now determine the contact person who was stored
as a relationship to the business partner?
a) In the WebClient UI, choose Sales Cycle.
e) Press ENTER.

.
Note:
No dialog box should display an error indicating unclear address
determination.
f) Choose the Parties Involved assignment block. Check the addresses of the
parties involved and observe that the system finds the contact person Michael
##Contact.

.
7. Which concept or construct makes partner processing flexible? Explain why.
Access sequences enable the definition of search strategies to search for

individual partners. For example, the employee responsible can be determined
through organizational data determination. Alternatively, the system user can
enter it manually if no partners are found.
8. Can you define your own partner functions in Customizing?
Yes. It is possible to define your own partner functions to meet your personal
requirements.

.
9. Can you define your own partner function categories?
No. It is not possible to create your own partner function categories in

Customizing.
TCRM20
Summary
Configure partner functions

Configure partner determination procedures
Configure access sequences
TCRM20 Unit 4
"All transactions in SAP CRM involve business partners. "

TCRM20 Unit 4
"All transactions in SAP CRM involve business partners. "

True
TCRM20 Unit 4
"The partner determination process uses various sources of

information to find and enter partners automatically."
TCRM20 Unit 4
"The partner determination process uses various sources of

information to find and enter partners automatically."
True
TCRM20 Unit 4
"In a transaction, partners can be determined only at header

level."
TCRM20 Unit 4
"In a transaction, partners can be determined only at header

level."
False
TCRM20 Unit 4
Which of the following is a set of rules to determine how the system works with business partners
during transaction processing?
A. Partner function
B. Partner determination procedure
C. Access sequence
D. Partner function category

TCRM20 Unit 4
Which of the following is a set of rules to determine how the system works with business partners
during transaction processing?
B. Partner determination procedure

TCRM20 Unit 4
"A partner determination procedure does not contain access

sequences."
TCRM20 Unit 4
"A partner determination procedure does not contain access

sequences."
False
TCRM20 Unit 4
"If you save a transaction and then alter it, no new partner
processing (determination) takes place."
TCRM20 Unit 4
"If you save a transaction and then alter it, no new partner
processing (determination) takes place."
True
TCRM20 Unit 4
"An access sequence is a search strategy."

TCRM20 Unit 4
"An access sequence is a search strategy."

True
Unit 5: Action Processing
Lesson 1: Processing Actions in Business Transactions
Lesson 2: Configuring Actions

Lesson 1: Processing Actions in Business Transactions
Lesson Objectives
Analyze options for action processing

Transaction Action Condition

Quotation Set a quotation to Expired validity period
completed.
Contract Create a follow-up activity, Two weeks before contract
such as a phone call. end
Repair Generate a diagnosis item. Repair item not completed
Order Print the order confirmation. Order free of errors
TCRM20 Figure 49: Action Processing Workflow Unit 5 Lesson 1
TCRM20 Figure 50: Action Monitor Unit 5 Lesson 1
Exercise 12: Display and Execute Actions

.
Business example
You want to set up and process actions to print completed quotations.
Create a ##Quotation and see if you can display or issue a corresponding form (## is your
group number).
1. Create a quotation of the type ##Quotation for the customer ##Stockmann. Offer
the customer 10 pieces of the material with the description ##Monitor.
2. Display the actions for the quotation. Which entries are displayed in the
corresponding assignment block? Does the list include the Print Quotation
Manually action? Schedule the action manually. What processing status does this
action have?
3. Can you execute the Complete offer action? Explain why.
4. Change the valid-to date of the quotation to the present date.

Exercise 12: Display and Execute Actions

.
Caution:
Do not execute the Complete offer action in the CRM WebClient UI.
5. Display the print preview of the quotation that was determined.
6. Use the action monitor transaction in the SAP GUI to select and execute the
Complete offer action for your quotation.
Hint:
If you want to select the action from the quotation you created, enter the
<*transaction number> in the Application Key field.
Solution 12: Display and Execute Actions

.
Business example
You want to set up and process actions to print completed quotations.
Create a ##Quotation and see if you can display or issue a corresponding form (## is your
group number).
1. Create a quotation of the type ##Quotation for the customer ##Stockmann. Offer
the customer 10 pieces of the material with the description ##Monitor.
a) In the WebClient UI, choose Sales Cycle.


.
e) Enter the product ID of the monitor product you created. You can use the
search help.
f) Press ENTER.
g) Enter 10 as the quantity.
h) Press ENTER.
2. Display the actions for the quotation. Which entries are displayed in the
corresponding assignment block? Does the list include the Print Quotation
Manually action? Schedule the action manually. What processing status does this
action have?
a) In the Personalization dialog box, choose the Personalize pushbutton.
b) Select and move Scheduled Actions from Available Assignment Blocks to

Displayed Assignment Blocks.

.
c) Save the setting.
d) Choose the Scheduled Actions assignment block. Various scheduled and

unprocessed actions are displayed. These include Call Customer Again About
Offer, Automatic Release of Offers, Start Release Procedure for Offers, Quotation
Reminder, Complete Offer and Call Customer Again About Offer (Alert).
No, the list does not include an action to print the quotation.
e) To schedule this action manually, choose the Schedule New Actions

pushbutton.
f) Choose the Print Quotation Manually action.
g) Choose the Schedule pushbutton. The system displays the message Action
was executed immediately after scheduling.
h) Go back. The status of the action is Processed.


.
3. Can you execute the Complete offer action? Explain why.
a) Choose the Execute Action hyperlink corresponding to the Complete offer
action. The system displays the error message Start Condition is Not
Fulfilled. This is because the valid-to date of the quotation has not yet been
reached.
4. Change the valid-to date of the quotation to the present date.
Caution:
Do not execute the Complete offer action in the CRM WebClient UI.
a) In the Quotation Details assignment block, enter the present date in the Valid-
To field.
b) Save the quotation.
5. Display the print preview of the quotation that was determined.


.
a) Choose MorePreview Output.
6. Use the action monitor transaction in the SAP GUI to select and execute the
Complete offer action for your quotation.
Hint:
If you want to select the action from the quotation you created, enter the
<*transaction number> in the Application Key field.
a) On SAP Easy Access screen, choose SAP MenuSalesMonitoringAction

Monitor.

Field Value
Action Definition QUOTATION_COMPLETE

.
Field Value
Application Key <*Number of your quotation>
Action Status 0 (Not processed)
Processed at Processing Using Selection
Report
c) Choose the Execute pushbutton.
d) When the results are displayed, select the relevant action and choose the
Process pushbutton.
e) In the CRM WebClient UI, verify that the status of the quotation is Completed.
TCRM20
Summary
Analyze options for action processing

Lesson 2: Configuring Actions
Lesson Objectives
Configure action profiles and actions
Configure conditions for actions

TCRM20 Figure 51: Example Actions in a Quotation Unit 5 Lesson 2
TCRM20 Figure 52: Processing Time Unit 5 Lesson 2
TCRM20 Figure 53: Processing Types Unit 5 Lesson 2
TCRM20 Figure 54: SAP Smart Forms Layout of Unit 5 Lesson 2
Messages
Exercise 13: Analyze an Action Profile

.
Business Example
You want to familiar yourself with the process of printing out quotations that have been
formally completed. Action processing controls printing. Therefore, you need to know how
to set up and process actions.
In Customizing, find out how automatic determination takes place for the Print Quotation
Manually action.
1. Which action profile does the transaction type ZA## (##Quotation) use?
2. Analyze the action profile. When are the action processed and the quotation form
issued?
Solution 13: Analyze an Action Profile

.
Business Example
You want to familiar yourself with the process of printing out quotations that have been
formally completed. Action processing controls printing. Therefore, you need to know how
to set up and process actions.
In Customizing, find out how automatic determination takes place for the Print Quotation
Manually action.
1. Which action profile does the transaction type ZA## (##Quotation) use?
FunctionsActionsActions in TransactionAssign Action Profile to the
Business Transaction Type.


.
d) Choose Continue.
f) Choose the Details pushbutton. The action profile is QUOTATION.
g) Go back.
2. Analyze the action profile. When are the action processed and the quotation form
issued?
FunctionsActionsActions in TransactionChange Actions and
ConditionsDefine Action Profiles and Actions.
c) Enter QUOTATION in the Action Profile field.


.
d) Choose Continue.
e) Choose the row that contains the QUOTATION action profile.
g) To display the details of the QUOTATION_PRINT action definition, in Dialog

Structure, choose Action Definition.
h) Choose the row that contains the QUOTATION_PRINT action definition.
i) Choose the Details pushbutton. The processing time is Immediate Processing.

TCRM20 Figure 55: Conditions in Action Processing Unit 5 Lesson 2
TCRM20 Figure 56: Action 1 Complete Quotation Unit 5 Lesson 2
TCRM20 Figure 57: Action 2 Print Quotation Unit 5 Lesson 2
Exercise 14: Configure Action Conditions

.
Business Example
You need to know how to set up and process actions, for example, to print business
transactions as soon as they are completed. You configure actions to create a follow-up
business transaction under the condition, a business transaction is completed.
In Customizing, use the wizard to create an action profile for transactions, test the
settings, and add a schedule condition to the action.
Task 1
You want to create an action profile for ##Trade Fair Visit, which helps you create a follow-
up activity when the preceding activity is completed (## is your group number).
1. In Customizing, use the wizard to create an action profile for transactions. Create
an action and configure the required settings for it. Go to the IMG and use the
wizard to create an action profile for transactions. After starting the wizard use the
following data:
Action Profile: ZACTIONPROFILE##

.
Description: Action Profile Follow-up Activities ##
Date Profile: 000000000001
Object Type Name: BUS2000126
Choose Continue.
Enter ZFOLLOWUP## as the action definition and Followup Activity ## as the
description Choose Continue.
Time of Processing: Immediate processing
Schedule Automatically: <do no select>
Display in Toolbox: <do no select>
Changeable in Dialog: <Set the indicator>
Executable in Dialog: <Set the indicator>

.
Choose Continue.
The action should not be partner-dependent. Choose Continue. Select Method
Call. Choose Continue. Use the F4 help in the field Method to select method
COPY_DOCUMENT. Choose change icon in Determine Proc. Parameter. Create a
container element with the create icon.
Element: PROCESS_TYPE
Description: Transaction type
Short Description: Action Transaction Type
Enter an ABAP Dictionary Reference. Structure: CRMD_ORDERADM_H Field:
PROCESS_TYPE Assign the initial value 0001 (Interaction Log). Choose Confirm
and then select Apply entries. Choose Continue. Enter an appropriate text. Choose
Continue. You do not want to use any conditions in the first step. Choose Continue
twice.

.
2. Enter the action description.
3. Assign the action profile to the transaction type ZB## (##Trade Fair Visit).
Task 2
Test your settings.
1. Create a new activity of the type ##Trade Fair Visit (ZB##). Create the ##Trade
Fair Visi with your account ##Stockmann, enter as decription: Trade Fair Visit 03
Task 3
You want to add a schedule condition to your action. When your Trade Fair Visit is
complete (and only then), create a follow-up activity of the type Interaction Log.

.
1. Define a schedule condition for the action Follow-up Activity ##. Define the
condition. SAP Customizing Implementation Guide Customer Relationship
Management Basic Functions Actions Actions in Transaction Change
Actions and Conditions Define Conditions
Choose the Edit Condition pushbutton. Enter Activity completed ## as the
name. Select the hyperlink to define the condition. Expand the CRM Bus. Activity
container object.
Using the editor, form the expression User Status = Complete (status profile
CRMACTIV). Transfer the condition and save it.
2. Test your settings by creating another Trade Fair Visit. Create the ##Trade Fair
Visi with your account ##Stockmann, enter as decription: Trade Fair Visit 03
Can you schedule the action immediately after creating the transaction?
Complete the Trade Fair Visit by setting the status accordingly.
Can you schedule the action now?
Solution 14: Configure Action Conditions

.
Business Example
You need to know how to set up and process actions, for example, to print business
transactions as soon as they are completed. You configure actions to create a follow-up
business transaction under the condition, a business transaction is completed.
In Customizing, use the wizard to create an action profile for transactions, test the
settings, and add a schedule condition to the action.
Task 1
You want to create an action profile for ##Trade Fair Visit, which helps you create a follow-
up activity when the preceding activity is completed (## is your group number).
1. In Customizing, use the wizard to create an action profile for transactions. Create
an action and configure the required settings for it. Go to the IMG and use the
wizard to create an action profile for transactions. After starting the wizard use the
following data:
Action Profile: ZACTIONPROFILE##

.
Description: Action Profile Follow-up Activities ##
Date Profile: 000000000001
Object Type Name: BUS2000126
Choose Continue.
Enter ZFOLLOWUP## as the action definition and Followup Activity ## as the
description Choose Continue.
Time of Processing: Immediate processing
Schedule Automatically: <do no select>
Display in Toolbox: <do no select>
Changeable in Dialog: <Set the indicator>
Executable in Dialog: <Set the indicator>

.
Choose Continue.
The action should not be partner-dependent. Choose Continue. Select Method
Call. Choose Continue. Use the F4 help in the field Method to select method
COPY_DOCUMENT. Choose change icon in Determine Proc. Parameter. Create a
container element with the create icon.
Element: PROCESS_TYPE
Description: Transaction type
Short Description: Action Transaction Type
Enter an ABAP Dictionary Reference. Structure: CRMD_ORDERADM_H Field:
PROCESS_TYPE Assign the initial value 0001 (Interaction Log). Choose Confirm
and then select Apply entries. Choose Continue. Enter an appropriate text. Choose
Continue. You do not want to use any conditions in the first step. Choose Continue
twice.

.
FunctionsActionsActions in TransactionCreate Actions With Wizard.
b) In the Define and Schedule New Action dialog box, choose Continue.
c) Select the Create New Action Profile radio button.

Field Value
Action Profile ZACTIONPROFILE##
Description Action Profile Follow-up
Activities ##
Date Profile 000000000001
Object Type Name BUS2000126

.
e) Choose Continue and enter the following details:
Field Value
Action Definition ZFOLLOWUP##
Description Followup Activity ##
f) Choose Continue and enter Immediate processing as the processing time.
g) Check that the following checkboxes are deselected:
Schedule Automatically
Display in Toolbox
h) Select the following checkboxes:

.
Changeable in Dialog
Executable in Dialog
i) Choose Continue.
j) Deselect the Partner-Dependent checkbox and choose Continue.
k) Select the row containing the processing type Method Call.
l) Choose Continue.
m) In the Method field, use the input help to enter the method COPY_DOCUMENT.
n) Choose the Change Definition pushbutton in Determine Proc. Parameter.
o) To create a container element, choose the Create pushbutton.
p) Enter the following details:


.
Field Value
Element PROCESS_TYPE
Description Transaction type
Short Descript. Action Transaction Type
q) Select the ABAP Dictionary Reference radio button.
r) Enter the following details:

Field Value
Structure CRMD_ORDERADM_H
Field PROCESS_TYPE

.
s) On the Initial Value tab page, enter 0001 (Interaction Log) in the Transaction
type field and choose Continue.
t) Choose Confirm and then Select Apply entries.
2. Enter the action description.

a) Enter a text.
Note:
Do not use any conditions in the first step.
b) Choose Continue twice.
c) In the wizard, choose the Complete pushbutton.


.
d) In Customizing, choose Customer Relationship ManagementBasic
FunctionsActionsActions in TransactionCreate Actions With Wizard.
Enter the data specified in the exercise.
3. Assign the action profile to the transaction type ZB## (##Trade Fair Visit).
FunctionsActionsActions in TransactionAssign Action Profile to the
Business Transaction Type.
c) Enter ZB## in the Transaction Type field.
d) Choose Continue.
e) Choose the row that contains the transaction type ZB##.


.
g) Enter ZACTIONPROFILE## in the Action Profile field.
Task 2
Test your settings.
1. Create a new activity of the type ##Trade Fair Visit (ZB##). Create the ##Trade
Fair Visi with your account ##Stockmann, enter as decription: Trade Fair Visit 03
a) In the CRM WebClient UI, choose Activities.
b) Choose CreateAppointment.
c) In the Select Transaction Type dialog box, choose ##Trade Fair Visit.

.
Field Value
Description Trade Fair Visit ##
Account ##Stockmann
e) Press ENTER.
f) Choose the Scheduled Actions assignment block.
g) To schedule the action, choose the Schedule New Actions pushbutton.
h) Choose the row that contains the Follow-up Activity Sales Call ## action.
i) Choose the Schedule pushbutton.
j) Go back and save the activity.


.
k) Choose the Transaction History assignment block to view the history.
Task 3
You want to add a schedule condition to your action. When your Trade Fair Visit is
complete (and only then), create a follow-up activity of the type Interaction Log.
1. Define a schedule condition for the action Follow-up Activity ##. Define the
condition. SAP Customizing Implementation Guide Customer Relationship
Management Basic Functions Actions Actions in Transaction Change
Actions and Conditions Define Conditions
Choose the Edit Condition pushbutton. Enter Activity completed ## as the
name. Select the hyperlink to define the condition. Expand the CRM Bus. Activity
container object.
Using the editor, form the expression User Status = Complete (status profile
CRMACTIV). Transfer the condition and save it.

.
FunctionsActionsActions in TransactionChange Actions and
ConditionsDefine Conditions.
b) Choose the Action Profile.
c) On the Schedule Condition tab page, choose the Edit Condition pushbutton.
d) Enter Activity completed ## as the name and choose the Condition

Definition hyperlink.
e) Expand the current container object CRM Business Activity.
f) Choose User Status.
g) Choose the "=" Operator pushbutton.
h) Press F4 in the Constant field and enter status profile CRMACTIV.


.
i) Choose Continue.
j) Choose the status E0003 Complete and choose Enter.
k) Transfer and save the condition.
2. Test your settings by creating another Trade Fair Visit. Create the ##Trade Fair
Visi with your account ##Stockmann, enter as decription: Trade Fair Visit 03
Complete the Trade Fair Visit by setting the status accordingly.
a) To create an activity of the type ##Trade Fair Visit for the activity partner
##Stockmann and to enter fictional data, in the CRM WebClient UI, choose
Activities.
b) Choose CreateAppointment.

.
c) In the Select Transaction Type dialog box, choose ##Trade Fair Visit.

Field Value
Description Trade Fair Visit ##
Account ##Stockmann
e) Press ENTER.
f) Choose the Scheduled Actions assignment block.
g) To schedule the action, choose the Schedule New Actions pushbutton.
h) Choose the row that contains the Follow-up Activity Sales Call ## action.
i) Choose the Schedule pushbutton.


.
No, this is not yet possible because the activity does not have the correct
status.
Complete the trade fair visit by setting the status accordingly.
j) In the Appointment Details assignment block, enter Completed as the active

status.
Yes, the action can now be scheduled.
TCRM20
Summary
Configure action profiles and actions

Configure conditions for actions
TCRM20 Multiple Choice Unit 5
Which of the following are examples of actions?

A. Printing an order confirmation
B. Repairing an item not completed
C. Creating a follow-up activity

TCRM20 Multiple Choice Unit 5
Which of the following are examples of actions?
A. Printing an order confirmation
C. Creating a follow-up activity

TCRM20 Unit 5
"You assign an action profile directly to a transaction type or

item category."
TCRM20 Unit 5
"You assign an action profile directly to a transaction type or

item category."
True
TCRM20 Unit 5
Which of the following are processing types?

A. Smart Forms
B. Methods
C. Report
D. Workflow
TCRM20 Unit 5
Which of the following are processing types?
A. Smart Forms
B. Methods
D. Workflow
TCRM20 Unit 5
"Actions that are available in the transaction can be executed

even if the start condition is not met."
TCRM20 Unit 5
"Actions that are available in the transaction can be executed

even if the start condition is not met."
False
TCRM20 Unit 5
"If the start condition (of an action) is not met, the action is not
available in the transaction."
TCRM20 Unit 5
"If the start condition (of an action) is not met, the action is not
available in the transaction."
False
TCRM20 Unit 5
"BAdI implementations provide methods for action

processing."
TCRM20 Unit 5
"BAdI implementations provide methods for action

processing."
True
Unit 6: Introduction to CRM Pricing
Lesson 1: Checking General CRM Pricing Options
Lesson 2: Maintaining Price Conditions

Lesson 1: Checking General CRM Pricing Options
Lesson Objectives
Explain CRM pricing principles
Check elements of pricing customizing
Analyze pricing functions

Examples of applications where the IPC is responsible for

pricing and tax determination throughout SAP CRM are as
follows:
SAP CRM
- CRM Web Channel
- Mobile Sales
- Mobile Service
- Interaction Center
SAP Internet
- Sales in SAP ERP
SAP Supplier Relationship Management (SAP SRM)
- Sourcing
Exercise 15: Analyze Pricing Customizing

.
Business Example
You want to set up your sales and service transactions to ensure that when you process
the transactions and carry out pricing, relevant pricing elements are found for each
business transaction.
To ensure that relevant pricing elements are found for each business transaction,
customize pricing.
Task 1
What factors influence the determination of a pricing procedure? Where in the system are
the specific values of the factors for your special business transactions? Conditions and
condition maintenance in the CRM system

.
Note:
Refer to the following table as an example:
Influencing Factor Specific Value Origin
1: Tax Full tax TTE
1. Find the values for influencing factor to determine a pricing procedure. The
determination of the pricing procedure can be influenced by the following factors
1,2, and 3.
2. Find the values for influencing factor 4.
Task 2

.
Determine the pricing procedure in the transaction.
1. Your data determines the pricing procedure in the transaction. Check the
assignment table in Customizing.
Solution 15: Analyze Pricing Customizing

.
Business Example
You want to set up your sales and service transactions to ensure that when you process
the transactions and carry out pricing, relevant pricing elements are found for each
business transaction.
To ensure that relevant pricing elements are found for each business transaction,
customize pricing.
Task 1
What factors influence the determination of a pricing procedure? Where in the system are
the specific values of the factors for your special business transactions? Conditions and
condition maintenance in the CRM system

.
Note:
Refer to the following table as an example:
1: Tax Full tax TTE
1. Find the values for influencing factor to determine a pricing procedure. The
determination of the pricing procedure can be influenced by the following factors
1,2, and 3.
a) On the CRM WebClient UI, choose Account ManagementSearchAccounts.
b) Choose the Organization Data assignment block.
c) Enter the details as mentioned in the following table:


.
1: Sales IDES TR (O Organizational
Organization 50005807) Data
2: Distribution Final customer Organizational
Channel sales (10) Data
3: Division - Organizational
Data

c) Enter ZSAL in the Transaction Type field and choose Continue.


.
d) Choose the row with ZSAL in the Transaction Type field.
e) Choose the Details pushbutton.
f) Choose Assignment of Business Transaction Categories in Dialog Structure.
g) Choose the row with Sales in the Transaction Category field.
h) Choose Customizing header in Dialog Structure.
i) Enter the details as indicated in the following table:

4: Doc. Pric. CRM (9) ZSAL Transaction type
Proc.


.
a) On the CRM WebClient UI, choose Account ManagementSearchAccounts.
b) Enter ##Megastore in the Account Name field (## is your group number).
c) Press ENTER.
d) Choose the Personalize pushbutton.
e) Choose Sales Area Data in the Available Assignment Blocks and then choose the
Move To Right pushbutton.
g) In the Sales Area Data assignment block, choose the Edit pushbutton for
Distribution Channel Internet Sales.
h) Enter the details as indicated in the following table:


.
5: Customer Standard (1) Account
Pricing Procedure
Task 2
Determine the pricing procedure in the transaction.
1. Your data determines the pricing procedure in the transaction. Check the
assignment table in Customizing.
FunctionsPricingPricing in the Business TransactionDetermine Pricing
Procedures.


.
c) Enter the following data:
Field Value
Sales Org. ID O 50000609
Distribution Channel 30
Doc. Pric. Proc. 9
Cust. Pric. Proc. 1
Note:
Leave the Division field blank.
d) Press ENTER.

.
Note:
The value in the Procedure field for O 50000609 Sales Organization is
0CRM01. You can also use another pricing procedure.
Pricing Procedure RVAAUS

Price PR00
Customer Discount K007
Sales Promotion KA00
TCRM20 Figure 58: Determination of the Pricing Unit 6 Lesson 1
Procedure
TCRM20 Figure 59: Condition Types Unit 6 Lesson 1
TCRM20 Figure 60: Access Sequence Unit 6 Lesson 1
TCRM20 Figure 61: Condition Table Unit 6 Lesson 1
TCRM20 Figure 62: Condition Technique Unit 6 Lesson 1
TCRM20 Figure 63: IPC Implementation Scenarios Unit 6 Lesson 1
TCRM20 Figure 64: Pricing Analysis in Transactions Unit 6 Lesson 1
Example
SAP CRM and SAP ERP provide the following pricing functions:
Item level pricing and formulas for more complex pricing
Manual changes at item and header levels
Different calculation types
Two-dimensional scales and scales with different scale bases
Validity periods
Currency conversion, quantity conversion, and unit of measure conversion
Free goods discount (inclusive and exclusive bonus quantities)
TCRM20 Figure 65: Tax Determination using TTE Unit 6 Lesson 1
TCRM20 Figure 66: Delayed Cross-Item Pricing Unit 6 Lesson 1
TCRM20
Summary
Explain CRM pricing principles

Check elements of pricing customizing
Analyze pricing functions
Lesson 2: Maintaining Price Conditions
Lesson Objectives
Maintain price conditions

TCRM20 Figure 67: General Condition Maintenance in the Unit 6 Lesson 2
CRM WebClient UI
You can start condition maintenance from the following

objects in the SAP CRM:
Business partners
Business partner hierarchies
Products
Contracts (price agreements)
Campaigns (discounts)
TCRM20 Figure 68: Condition Records Unit 6 Lesson 2
TCRM20 Figure 69: Condition Maintenance Groups and Unit 6 Lesson 2
Contexts
Exercise 16: Configure Condition Maintenance

.
Business Example
You need to set up your sales and service transactions. These must be set up in such a
way that when you process the transactions and carry out pricing, relevant pricing
elements are found for each business transaction. You also need to configure basic
Customizing settings for pricing in transactions.
Maintain conditions in the SAP CRM system. Configure basic Customizing settings for
pricing in transactions.
Task 1
Maintain conditions in the SAP CRM system.
1. Create a sales order of the type Sales Process (ZSAL) with the account
##Megastore and enter the product HT-1010 with a quantity of 10 pieces (## is
your group number).

.
Hint:
Choose the Sales Professional business role.
2. Check the item details of the transaction and see if the system finds the Customer
Discount price element.
Hint:
Display the Price Details assignment block at item level.
3. Can you enter the price element Customer Discount with a 5% value manually?
4. In future, the customer ##Megastore must always receive a 3% customer

discount.
This agreement is valid from today until the end of the year.

.
Maintain a condition master record in the SAP CRM system using the values in the
following table:
Field Values
Application Sales/Service
Price Maintenance Group Cust. Spec. Discount
(BUPADISCOU)
Sales Organization Sales US
Division 00
5. Create another sales order of the type Sales Process with the account
##Megastore and enter the product HT-1010 product with a quantity of 10
pieces.
Is the customer discount found automatically?

.
Save the transaction and note the number.
________________________
Task 2
Set up a new condition maintenance group in Customizing.
1. You need to display the customer-specific material price, which you created in the
SAP ERP application (with the PR00 condition type), in general condition
maintenance.
Set up a separate condition maintenance group ZCMG## (Maintenance group
##) that contains the corresponding condition table and condition type. Use a
suitable description like Maintenance Group ## enter the follwoing data:
Application: CRM
Usages: PR
Condition table: SAP305

.
Condition Type: PR00
Description: Customerspec. Material price ##
2. Specify that this condition maintenance group (ZCMG##) is in the GCM context.
3. In Web Ui use your just created conditon mainenance group to displayall the
conditon master records PR00 for the customer (sold-to party) 3271.
Hint:
Choose Service Operations Prices Application: Sales/Service and enter the
search criterias:
Price Element: PR00
Customer / Sold-to Party: 3271

.
Note:
Customer specific price elements (condition records) for custoemr 3271 are
displayed. However, it is not possible to change the master record because it was
transferred from the ERP system and is not intended for processing in the SAP
CRM system
Solution 16: Configure Condition Maintenance

.
Business Example
You need to set up your sales and service transactions. These must be set up in such a
way that when you process the transactions and carry out pricing, relevant pricing
elements are found for each business transaction. You also need to configure basic
Customizing settings for pricing in transactions.
Maintain conditions in the SAP CRM system. Configure basic Customizing settings for
pricing in transactions.
Task 1
Maintain conditions in the SAP CRM system.
1. Create a sales order of the type Sales Process (ZSAL) with the account
##Megastore and enter the product HT-1010 with a quantity of 10 pieces (## is
your group number).

.
Hint:
Choose the Sales Professional business role.
a) Log on to the CRM WebClient UI.
b) Choose the Sales Professional business role.
c) Choose Sales CycleCreateSales Order.
d) Choose Sales Process in the Transaction Type Description column.
e) Enter the following data:

Field Value
Sold-To Party ##Megastore
External Reference Pricing##

.
Field Value
Product ID HT-1010
Qty 10
2. Check the item details of the transaction and see if the system finds the Customer
Discount price element.
Hint:
Display the Price Details assignment block at item level.
a) In the Items assignment block, choose the Edit pushbutton for the product ID
HT-1010.
b) Open the Price Details assignment block.


.
Note:
No Customer Discount entry exists in the Price Elements list.
3. Can you enter the price element Customer Discount with a 5% value manually?
a) In the Price Details assignment block, choose the Add pushbutton.
b) Choose the Customer Discount price element.
c) Enter 5 in the Price column for the Customer Discount price element.
d) Go back.
4. In future, the customer ##Megastore must always receive a 3% customer

discount.

.
This agreement is valid from today until the end of the year.
Maintain a condition master record in the SAP CRM system using the values in the
following table:
Field Values
Price Maintenance Group Cust. Spec. Discount
(BUPADISCOU)
Sales Organization Sales US
Division 00
a) In the CRM WebClient UI, choose Sales OperationsSearchPrices.


.
b) Enter values for the Application and Price Maintenance Group fields as
mentioned in the table and choose the OK pushbutton.
c) Choose the New pushbutton.
d) Choose Customer Discount in the Price Type field and then choose the OK
pushbutton.
e) Refer to the table in the exercise and choose the values for the following fields:
Sales Organization
Distribution Channel
Division
f) Enter the following data:

.
Field Values
Sold-To Party <number of ##Megastore>
Amount 3
Valid From Today
Valid To End of year
g) Go back.
5. Create another sales order of the type Sales Process with the account
##Megastore and enter the product HT-1010 product with a quantity of 10
pieces.
Is the customer discount found automatically?
Save the transaction and note the number.

.
________________________
a) Choose Sales CycleCreateSales Order.
b) Choose Sales Process in the Transaction Type Description column.
c) Enter the following data:

Field Value
External Reference Pricing ##
Product ID HT-1010
Qty 10
d) In the Items assignment block, choose the Edit pushbutton for the product ID
HT-1010.

.
e) Open the Price Details assignment block.
Note:
The Price Elements list that is displayed contains a Customer Discount entry.
g) Note the Sales Process number.
Task 2
Set up a new condition maintenance group in Customizing.
1. You need to display the customer-specific material price, which you created in the
SAP ERP application (with the PR00 condition type), in general condition
maintenance.

.
Set up a separate condition maintenance group ZCMG## (Maintenance group
##) that contains the corresponding condition table and condition type. Use a
suitable description like Maintenance Group ## enter the follwoing data:
Application: CRM
Usages: PR
Condition table: SAP305
Description: Customerspec. Material price ##
a) In Customizing, choose Customer Relationship ManagementMaster
DataConditions and Condition TechniqueCondition Technique:
BasicsCreate Maintenance Group.
b) Choose the New Entries pushbutton and enter the following data:

.
Field Value
Maintenance Group ZCMG##
Description Maintenance group ##
c) Press ENTER.
d) Choose the row that includes ZCMG## in the Maintenance Group field, and
then choose Condition Maintenance Group: Detail.
e) Choose the New Entries pushbutton and enter the following data:
Field Value
Counter 1
Application CRM
Usages PR

.
Field Value
Condition Table SAP305
Condition Type PR00
Description: Entry in Contd. Maint. Customer Material Price
Group ERP##
g) Choose Continue.
h) Go back.
2. Specify that this condition maintenance group (ZCMG##) is in the GCM context.

.
DataConditions and Condition TechniqueCondition Technique:
BasicsDefine Maintenance Groups for Context.
b) Enter GCM in the Maintenance context field and choose Continue.
d) Enter the following data:

Field Value
Group ZCMG##
Description Maintenance group ##
3. In Web Ui use your just created conditon mainenance group to displayall the
conditon master records PR00 for the customer (sold-to party) 3271.

.
Hint:
Choose Service Operations Prices Application: Sales/Service and enter the
search criterias:
Price Element: PR00
Customer / Sold-to Party: 3271
Note:
Customer specific price elements (condition records) for custoemr 3271 are
displayed. However, it is not possible to change the master record because it was
transferred from the ERP system and is not intended for processing in the SAP
CRM system
a) In the CRM WebClient UI, choose Sales OperationsPrices.


.
b) Enter the following data:
Field Value
Price Maintenance Group Maintenance group ##
c) Choose the OK pushbutton.
d) Enter the following data and choose the Search pushbutton:

Field Value
Price Element PR00
Customer (Sold-To Party) 3271
e) Choose the Edit pushbutton in the Result List for the row that includes 3271 in
the Customer (Sold-To Party) field.

.
Note:
You are not able to change the master record. It was transferred from the ERP
system and not intended for processing in the SAP CRM system.
TCRM20
Summary
Maintain price conditions

TCRM20 Unit 6
"The internet pricing and configurator (IPC) is responsible for

pricing and tax determination throughout SAP CRM."
TCRM20 Unit 6
"The internet pricing and configurator (IPC) is responsible for

pricing and tax determination throughout SAP CRM."
True
TCRM20 Unit 6
"The pricing procedure defines the condition types and their

calculation sequence in the transaction."
TCRM20 Unit 6
"The pricing procedure defines the condition types and their

calculation sequence in the transaction."
True
TCRM20 Unit 6
"You can change the procedures downloaded from SAP ERP in

SAP CRM."
TCRM20 Unit 6
"You can change the procedures downloaded from SAP ERP in

SAP CRM."
False
TCRM20 Unit 6
"A condition maintenance group bundles condition tables and

types for condition maintenance."
TCRM20 Unit 6
"A condition maintenance group bundles condition tables and

types for condition maintenance."
True
Unit 7: CRM Billing
Lesson 1: Processing Billing Documents
Lesson 2: Configuring the SAP Customer Relationship Management (SAP CRM) Billing Application
Lesson 1: Processing Billing Documents
Lesson Objectives
Create a billing document

CRM Billing (Mandatory) CRM Billing (Optional)
Customers using a standalone SAP Customers using sales and service in

CRM installation without SAP ERP SAP CRM with an SAP ERP back-end
back-end integration system for logistics execution and
financials
Customers using a standalone SAP
CRM installation with an SAP ERP Customers using sales and service in
CRM Billing of sales and service
items for the same customer (payer)
in one billing document
Customers using SAP CRM service

(including service providers)
back-end system, but without Sales - If service is a separate line of

and Distribution (SD) business independent from
sales
Customers using SAP CRM service
with usage-based billing - Optional since the SAP CRM
4.0 service extension
Service parts management
Financial Service/Leasing
Intellectual Property Management
Claims settlement, in case of the
following scenarios:
- Trade promotion
management
- Market development fund

TCRM20 Figure 70: System Landscape Unit 7 Lesson 1
TCRM20 Figure 71: Process Overview Unit 7 Lesson 1
TCRM20 Figure 72: Input Processing Unit 7 Lesson 1
TCRM20 Figure 73: Billing Process Unit 7 Lesson 1
TCRM20 Figure 74: Billing Documents Unit 7 Lesson 1
TCRM20 Figure 75: Billing Execution Unit 7 Lesson 1
TCRM20 Figure 76: Output Processing Unit 7 Lesson 1
TCRM20 Figure 77: Billing Plans Unit 7 Lesson 1
Exercise 17: Create a Billing Document

.
Business Example
You want to familiarize yourself with CRM Billing to be able to settle sales and service
transactions.
1. Create a new sales order of type Sales Process (ZSAL) for the customer
##Megastore and the product HT-1010 (1piece).
Save the order and note the number.
________________________
2. Call the SAP ERP system and perform the following logistical follow-up functions.
Deliver your order.
Choose Shipping Point: 3800.

.
Note:
On the SAP Easy Access screen, choose LogisticsSales and
DistributionShipping and TransportationOutbound
DeliveryCreateSingle DocumentWith Reference to Sales Order.
Make a note of the delivery number.

________________________
Pick the outbound delivery.
Note:
DistributionShipping and TransportationPickingCreate Transfer
OrderSingle Document.
For alternative access from the delivery itself, in the menu, choose Subsequent
FunctionsPicking.

.
Enter the warehoue number: 038. Note the delivery number if it has not yet taken
place.
________________________
3. Check the SAP CRM system to see whether your transaction is in the billing due
list.
4. Post the goods issue for your outbound delivery in the SAP ERP system.
Hint:
SAP Menu Logistics Sales and Distribution Shipping and Transportation
Outbound Delivery Change Single Document Delivery: Enter your delivery
number without going into the details of delivery documnet, choose the Push
button : Post Goods Issue.
5. Check the SAP CRM system again to see whether your transaction is in the billing
due list.

.
Hint:
In the CRM WebClient UI: Choose Billing. Choose Search Billing Due List Items.
Sold-To Party ID: Number of ##Megastore
6. Create a billing document for your entry or transaction. Choose Billing. Choose
Search Billing Due List Items.
________________________
7. Are accounting documents generated in the SAP ERP system?

Solution 17: Create a Billing Document

.
Business Example
transactions.
1. Create a new sales order of type Sales Process (ZSAL) for the customer
##Megastore and the product HT-1010 (1piece).
Save the order and note the number.
________________________
a) In the CRM WebClient UI, choose Sales Cycle.
b) Choose CreateSales Order.
c) In the Select Transaction Type dialog box, choose Sales Process.


.
Field Value
External Reference Billing##
Product ID HT-1000
Quantity 1
e) Save the order and note the number.

________________________
2. Call the SAP ERP system and perform the following logistical follow-up functions.
Deliver your order.
Choose Shipping Point: 3800.

.
Note:
Make a note of the delivery number.

________________________
Pick the outbound delivery.
Note:
For alternative access from the delivery itself, in the menu, choose Subsequent
FunctionsPicking.

.
Enter the warehoue number: 038. Note the delivery number if it has not yet taken
place.
________________________
a) Deliver your order.
Note:
Enter the following details:

Field Value
Shipping point 3800
Selection date One week from today

.
Field Value
Order Your order number
Choose Continue and save the outbound delivery.

________________________
b) Pick the outbound delivery.
Note:

Outbound Delivery Create Single Document With Reference to Sales

.
Order Shipping point: 3800 Selection date: one week from today Order: Your
order number
Enter the following details:
Field Value
Warehouse Number 038
Delivery Your delivery number
Foreground/Background Background
Adopt Pick Quantity 1
Choose Continue. The transfer order is created.
3. Check the SAP CRM system to see whether your transaction is in the billing due
list.
a) In the CRM WebClient UI, choose Billing.

.
b) Choose SearchBilling Due List Items.
c) Enter Number of ##Megastore in the Sold-To Party ID field.
d) Choose the Search pushbutton. There is no entry for your process because
goods issue for the outbound delivery has not yet been posted.
4. Post the goods issue for your outbound delivery in the SAP ERP system.
Hint:
Outbound Delivery Change Single Document Delivery: Enter your delivery
number without going into the details of delivery documnet, choose the Push
button : Post Goods Issue.

.
a) On the SAP Easy Access screen, choose LogisticsSales and
DeliveryChangeSingle Document.
b) On the Change Outbound Delivery screen, enter the delivery number in the
Outbound Delivery field.
c) Choose the Post Goods Issue pushbutton.
5. Check the SAP CRM system again to see whether your transaction is in the billing
due list.
Hint:
In the CRM WebClient UI: Choose Billing. Choose Search Billing Due List Items.
Sold-To Party ID: Number of ##Megastore
a) In the CRM WebClient UI, choose Billing.


.
b) Choose SearchBilling Due List Items.
c) Enter Number of ##Megastore in the Sold-To Party ID field.
d) Choose the Search pushbutton. There is now an entry with your delivery
number.
6. Create a billing document for your entry or transaction. Choose Billing. Choose
Search Billing Due List Items.
________________________
a) Choose the row that contains the entry.
b) Choose the Individual Billing pushbutton.
c) Choose Continue.
d) Save the data.

________________________

.
7. Are accounting documents generated in the SAP ERP system?
a) Yes, accounting documents are generated automatically in this situation.
b) Select the hyperlink in the billing result list to view the details of the billing
document that you created. Alternatively, in the CRM WebClient UI, choose
Billing.
c) Choose SearchBilling Documents.
d) Enter the billing document ID.
e) Choose the Search pushbutton.
f) In the result list, select the hyperlink. In the details of the billing document, an
Accounting document entry is displayed in the Follow-Up Transactions
assignment block.
g) Select the hyperlink and log on with the user data of the SAP ERP system.
TCRM20
Summary
Create a billing document

Lesson 2: Configuring the SAP Customer Relationship

Management (SAP CRM) Billing Application
Lesson Objectives
Check configuration options of the SAP CRM billing application

TCRM20 Figure 78: Customizing Organizational Data Unit 7 Lesson 2
TCRM20 Figure 79: Billing Document Customizing Unit 7 Lesson 2
TCRM20 Figure 80: Example Customizing of the Service Unit 7 Lesson 2
Confirmation
TCRM20 Figure 81: Example Customizing a Delivery- Unit 7 Lesson 2
Related Sales Order
TCRM20 Figure 82: Billing Due List During Delivery- Unit 7 Lesson 2
Related CRM Billing
TCRM20 Figure 83: Additional Customizing Settings Unit 7 Lesson 2
TCRM20 Figure 84: Configuring Billing Applications Unit 7 Lesson 2
Exercise 18: Analyze Billing Customizing

.
Business Example
transactions.
Check relevant organizational data for CRM Billing.
1. Check whether billing units exist in the SAP CRM system. Note the IDs or numbers.
Hint:
Note:
Search for accounts that have the Billing Unit role.
2. Check Customizing to see which of these billing units is assigned to the sales
organization Sales US.
Exercise 18: Analyze Billing Customizing

.
3. Check Customizing to see which company code is assigned to the billing unit.
4. To check the relevant Customizing settings for CRM Billing, check the Billing
Relevance field for the item category ZSAL (which was determined in your
transaction).
5. Find out which billing item category is assigned to your source process category LF
(Delivery) in the source item category ZSAL.
6. Look at the details of this item category. What billing type is used by default? Do
billing due list items need to be released before they can be billed?
Solution 18: Analyze Billing Customizing

.
Business Example
transactions.
Check relevant organizational data for CRM Billing.
1. Check whether billing units exist in the SAP CRM system. Note the IDs or numbers.
Hint:
Note:
Search for accounts that have the Billing Unit role.
a) In the CRM WebClient UI, choose Account Management.


.
b) Choose SearchAccounts.
c) Enter Billing Unit in the Role field.
d) Choose the Search pushbutton. If your search is successful, the numbers of the
existing billing units 407491, 401013, 400021, 408800, 33, 405890, 406383,
and so on, are displayed.
2. Check Customizing to see which of these billing units is assigned to the sales
organization Sales US.
DataOrganizational ManagementCross-System Assignment of
Organizational UnitsAssign Billing Units to Sales Organizations.
Billing unit 33 is assigned to sales organization O 50000609 ( Sales US).
3. Check Customizing to see which company code is assigned to the billing unit.

.
DataOrganizational ManagementCross-System Assignment of
Organizational UnitsAssign Company Codes to Billing Units.
Company code 3000 is assigned to billing unit 33.
4. To check the relevant Customizing settings for CRM Billing, check the Billing
Relevance field for the item category ZSAL (which was determined in your
transaction).
a) In Customizing, choose Customer Relationship ManagementBillingDefine
Billing Relevance of Item Categories.
c) Enter ZSAL in the Item Category field.
d) Choose Continue.

.
e) In the row that contains the item category ZSAL, the billing relevance is
Delivery-Related Billing.
Note:
The corresponding SAP ERP item type in the sales order has billing relevance
Q (delivery-related CRM Billing).
5. Find out which billing item category is assigned to your source process category LF
(Delivery) in the source item category ZSAL.
a) In Customizing, choose Customer Relationship ManagementBillingItem
Category DeterminationAssign Item Categories.
b) Choose CRMB (CRM Billing) and then choose Continue.
c) Choose the Position pushbutton.


.
d) Enter LF in the SA Process Cat. field.
e) Enter ZSAL in the Source Item Cat field.
f) Choose Continue.
g) Choose the row that contains the source process category LF and assigned
billing item category ZDEL.
6. Look at the details of this item category. What billing type is used by default? Do
billing due list items need to be released before they can be billed?
a) In Customizing, choose Customer Relationship ManagementBillingDefine
Billing Item Categories.
b) Choose CRMB (CRM Billing).
c) To view the details of the ZDEL item category, choose the Position pushbutton.

.
d) Enter ZDEL in the Bill. Item Cat. field and then choose Continue.
e) Choose the row that contains the billing item category ZDEL.
f) Choose the Details pushbutton. The Invoice (F2) billing type is the default value.
The Billing Block checkbox is not selected. Invoices do not need to be released
before billing.
TCRM20
Summary
Check configuration options of the SAP CRM billing application

TCRM20 Unit 7
"Billing documents are exchanged between the SAP CRM and

SAP ERP systems."
TCRM20 Unit 7
"Billing documents are exchanged between the SAP CRM and

SAP ERP systems."
False
TCRM20 Unit 7
"SAP Smart Forms process an invoice in the required layout."

TCRM20 Unit 7
"SAP Smart Forms process an invoice in the required layout."

True
TCRM20 Unit 7
"You can define the billing unit independently of the sales or

service organization."
TCRM20 Unit 7
"You can define the billing unit independently of the sales or

service organization."
True
TCRM20 Unit 7
Which of the following can be billing units for an organization?

A. Sales organization
B. Service organization
C. Marketing organization
D. Analytics organization
TCRM20 Unit 7
Which of the following can be billing units for an organization?
A. Sales organization
B. Service organization
TCRM20 Unit 7
"You can assign more than one sales organization to a billing

unit."
TCRM20 Unit 7
"You can assign more than one sales organization to a billing

unit."
True
Unit 8: Solution Overview
Lesson 1: Introducing SAP CRM Functions and Architecture

Lesson 1: Introducing SAP CRM Functions and Architecture
Lesson Objectives
Check the key modes of access of the SAP CRM application
Check the architecture options of the SAP CRM application
Check SAP Best Practices for CRM

TCRM20 Figure 85: Key Modes of Access of SAP CRM Unit 8 Lesson 1
TCRM20 Figure 86: SAP CRM Architectural Concept Unit 8 Lesson 1
TCRM20 Figure 87: CRM Server Architecture Unit 8 Lesson 1
TCRM20 Figure 88: SAP CRM and SAP Back-End Systems Unit 8 Lesson 1
TCRM20 Figure 89: SAP CRM Data Exchange with SAP Unit 8 Lesson 1
Systems
TCRM20 Figure 90: Underlying Technology RFC Unit 8 Lesson 1
TCRM20 Figure 91: Primary SAP CRM qRFC Queues Unit 8 Lesson 1
TCRM20 Figure 92: SAP CRM Data Exchange with Third Unit 8 Lesson 1
Party Systems
TCRM20 Figure 93: SAP CRM Data Exchange with Mobile Unit 8 Lesson 1
Applications
Exercise 19: Analyze and Prepare Data for Data Exchange

Between SAP ERP and SAP CRM
.
Business Example
Your company is unsure of which system should be the leading system when it comes to
various business processes in sales. Some divisions are using ERP only and some are
using ERP with CRM. You need to make sure all divisions have access to all the
information irrespective of which system it comes from.
Note:
Although the CRM WebClient UI is the only supported end-user interface, for the ease of
demonstration after this first exercise, the rest of the class will use the older SAP GUI version.
Unless participants have prior experience in the CRM Middleware, it is recommended to utilize
the solutions and not the exercises.
You need to understand the functional purpose of the CRM Middleware and confirm if the
CRM Middleware accomplished the task of updating the target system in the background.

.
Task 1
To test whether configuration (Customizing) data is passed between SAP CRM and SAP
ERP, create a new academic title with the key K## in SAP ERP. Use the description ##KING
and the title ##KING. Find out if this is available in SAP CRM when building a new account
master.
1. Create the Academic Title K##.
2. Verify if the academic title K## exists in SAP CRM. Was it transferred to SAP CRM?
Task 2
Create a new pricing condition, a 1% discount for your customer Group##A in the SAP
ERP system. Verify that it is transferred to SAP CRM.

.
1. Create a new pricing condition in the SAP ERP system using the following data:
Data Data Value
Sales Organization 3020
Division 00
2. Verify that the condition it was transferred to SAP CRM. Use the data given and
your business partner (customer) ID to find the condition in SAP CRM.
Solution 19: Analyze and Prepare Data for Data Exchange

.
Business Example
Your company is unsure of which system should be the leading system when it comes to
various business processes in sales. Some divisions are using ERP only and some are
using ERP with CRM. You need to make sure all divisions have access to all the
information irrespective of which system it comes from.
Note:
Although the CRM WebClient UI is the only supported end-user interface, for the ease of
demonstration after this first exercise, the rest of the class will use the older SAP GUI version.
Unless participants have prior experience in the CRM Middleware, it is recommended to utilize
the solutions and not the exercises.
You need to understand the functional purpose of the CRM Middleware and confirm if the
CRM Middleware accomplished the task of updating the target system in the background.

.
Task 1
To test whether configuration (Customizing) data is passed between SAP CRM and SAP
ERP, create a new academic title with the key K## in SAP ERP. Use the description ##KING
and the title ##KING. Find out if this is available in SAP CRM when building a new account
master.
1. Create the Academic Title K##.

a) Run transaction SPRO in SAP ERP.
b) In Customizing, choose Cross-Application ComponentsSAP Business

PartnerBusiness PartnerPersonsName ComponentsMaintain
Academic Titles.

.
d) Enter the values as shown in the following table:

Field Name Value
Academic Title K##
Description ##King
e) Choose Save.
Note:
If the system prompts for a transport request and you are not familiar with
transports, ask your instructor how to proceed.
2. Verify if the academic title K## exists in SAP CRM. Was it transferred to SAP CRM?

.
a) Choose Components SAP Business Partner Business Partner Persons
Name Components Maintain Academic Titles.
b) Choose the Position pushbutton at the bottom of the screen. You can see that
the title K## was not transferred to SAP CRM.
Task 2
Create a new pricing condition, a 1% discount for your customer Group##A in the SAP
ERP system. Verify that it is transferred to SAP CRM.
1. Create a new pricing condition in the SAP ERP system using the following data:
Data Data Value

.
Data Data Value
Division 00
a) Run transaction VK31 in the SAP ERP system.
b) Choose Discounts/SurchargesBy Customer.
c) Choose the Create pushbutton in the Selection column.
d) Enter the data given in the following table:

Data Data Value

.
Data Data Value
Division 00
e) Choose Save.
2. Verify that the condition it was transferred to SAP CRM. Use the data given and
your business partner (customer) ID to find the condition in SAP CRM.
a) In the SAP CRM system, choose SAP MenuMaster DataPrices and
ConditionsMaintain Conditions.
b) Enter the data given the following table:

Field Name Value
Application CRM

.
Field Name Value
Maintenance Group ZCR500
d) Choose Fields and highlight Sold-to party.
e) Select the with reference pushbutton.
f) Enter your Sold-to party ID (customer ID used in SAP ERP).
g) Choose Enter.

.
Note:
It should have appeared in the report output. The warning (yellow status)
indicates that condition record cannot be maintained in this system.
TCRM20 Figure 94: Best Practices I Unit 8 Lesson 1
TCRM20 Figure 95: Best Practices II Building Block Unit 8 Lesson 1
Library (Focus on Replication)
TCRM20
Summary
Check the key modes of access of the SAP CRM application

Check the architecture options of the SAP CRM application
Check SAP Best Practices for CRM
TCRM20 Unit 8
"The data exchange between the CRM Middleware and external

systems is performed through adapters."
TCRM20 Unit 8
"The data exchange between the CRM Middleware and external

systems is performed through adapters."
True
TCRM20 Unit 8
The _____ server contains the CRM Middleware which handles the data exchange between internal
applications and external major components such as the SAP ERP back-end system, SAP NetWeaver
BW, or non-SAP systems.
A. CRM
B. NetWeaver Application
C. Groupware
D. Information
TCRM20 Unit 8
The _____ server contains the CRM Middleware which handles the data exchange between internal
applications and external major components such as the SAP ERP back-end system, SAP NetWeaver
BW, or non-SAP systems.
A. CRM
TCRM20 Unit 8
Which scheduler transfers data from the database of the client system to the inbound queue in the
database of the target system?
A. QDOWN
B. QOUT
C. QIN
D. QUP
TCRM20 Unit 8
Which scheduler transfers data from the database of the client system to the inbound queue in the
database of the target system?
B. QOUT
Unit 9: Data Exchange with the SAP ERP Back-End System
Lesson 1: Maintaining Basic Settings for Data Exchange
Lesson 2: Synchronizing Customizing Data
Lesson 3: Downloading Data from SAP ERP to SAP CRM
Lesson 4: Performing Delta Load from SAP ERP to SAP CRM
Lesson 5: Uploading Data from SAP CRM to SAP ERP

Lesson 1: Maintaining Basic Settings for Data Exchange
Lesson Objectives
Verify message flow
Connect SAP CRM with SAP ERP

TCRM20 Figure 96: Message Flow SAP CRM Server Unit 9 Lesson 1
Architecture
TCRM20 Figure 97: Message Flow Overview Unit 9 Lesson 1
TCRM20 Figure 98: Message Flow for the SAP ERP Back- Unit 9 Lesson 1
End System
TCRM20 Figure 99: Basic Settings Connection between Unit 9 Lesson 1
SAP CRM and SAP ERP
TCRM20 Figure 100: R/3 Site in Administration Console Unit 9 Lesson 1
TCRM20 Figure 101: Site Attributes for an R/3 Site Unit 9 Lesson 1
Exercise 20: Verify Connection Settings

.
Business Example
As a CRM Middleware administrator or consultant, you are in charge of administering the
data replication between the SAP CRM system and the SAP ERP back-end system.
You want to look at the connections between the CRM server and the back-end system.
Hint:
Do not perform any changes.
Task
1. Log on to the SAP ERP back-end system. The instructor will give you the server
name and system number. Is CRM as the data consumer of the R/3 adapter
functionality activated?
2. Which RFC connection is used to connect the SAP ERP back-end system to the
CRM server?
Exercise 20: Verify Connection Settings

.
3. Which user is used for this RFC connection? Perform a remote logon.
4. Is CRM as the data consumer of R/3 Adapter functionality activated?
5. Which RFC connection is used to connect the CRM server to the SAP ERP back-
end system?
6. Which user is used for this connection? Perform a connection test.

Solution 20: Verify Connection Settings

.
Business Example
data replication between the SAP CRM system and the SAP ERP back-end system.
You want to look at the connections between the CRM server and the back-end system.
Hint:
Do not perform any changes.
Task
1. Log on to the SAP ERP back-end system. The instructor will give you the server
name and system number. Is CRM as the data consumer of the R/3 adapter
functionality activated?
a) Execute transaction SE16 in the SAP ERP system.

.
b) Enter CRMCONSUM as the Table Name.
c) Choose the Table Contents pushbutton.
d) Choose the Execute pushbutton.
e) The table field CONSUMER gives you the name of the data consumer. Check if
the flag in field AKTIV is set.
2. Which RFC connection is used to connect the SAP ERP back-end system to the
CRM server?
a) Execute transaction SE16 in the SAP ERP system.
b) Enter CRMRFCPAR as the Table Name.


.
e) The parameter CRM * gives you the name of the RFC destination (field
RFCDEST).
3. Which user is used for this RFC connection? Perform a remote logon.
a) Execute transaction SM59.
b) Open ABAP Connections. Search for the RFC connection from table
CRMRFCPAR.
c) Double-click RFC connection and choose the Logon & Security tab page. The
user name is CRMREMOTE.
d) Choose the Remote Logon pushbutton.
4. Is CRM as the data consumer of R/3 Adapter functionality activated?

a) Execute transaction SE16 in the SAP CRM system.

.
b) Enter CRMCONSUM as the Table Name.
e) The table field CONSUMER gives you the name of the data consumer.
f) Search for the consumer CRM and check if the flag in the AKTIV field is set.
5. Which RFC connection is used to connect the CRM server to the SAP ERP back-
end system?
a) Execute transaction SMOEAC or choose Architecture and
TechnologyMiddlewareAdministrationAdministration Console in the
SAP CRM system.
b) Choose Site as Object Type.


.
c) Choose the Display Objects pushbutton.
d) Choose the R/3 site.
e) Expand the node R/3 and double-click it.
f) Choose the Site Attributes pushbutton. The name of the corresponding RFC
destination is displayed.
6. Which user is used for this connection? Perform a connection test.

b) Open ABAP Connections. Search for the RFC connection which is used in the
Site Attributes.
c) Double-click RFC Connection. Choose the Logon & Security tab page. The user
name is displayed here.

.
d) Choose the Remote Logon pushbutton.
e) A new session in the SAP CRM system starts.

TCRM20
Summary
Verify message flow

Connect SAP CRM with SAP ERP
Lesson 2: Synchronizing Customizing Data
Lesson Objectives
Maintain Customizing adapter objects
Monitor queues
Extract and map Customizing data

TCRM20 Figure 102: Initial Load of Customizing Data Unit 9 Lesson 2
TCRM20 Figure 103: Customizing Adapter Object (1) Unit 9 Lesson 2
TCRM20 Figure 106: SE16 in Table SMOFTABLES Unit 9 Lesson 2
Exercise 21: Create a Filter and Start the Initial Load

.
Business Example
data replication between the SAP CRM system and SAP ERP back-end systems. You need
to know the basic process of extracting Customizing data from SAP ERP to SAP CRM.
Undertake the basic process of extracting Customizing data from SAP ERP to SAP CRM.
Task 1
Display and create a filter for the Customizing adapter object ZCR555_## in the SAP CRM
system.
Hint:
Your instructor has deregistered the inbound queue R3AI_ZCR555* of the CRM server.
1. Determine the corresponding SAP ERP (Customizing) database table.


.
2. Create a filter in the CONTINENT field with the value EUROPE. Execute the filter in
the source system only.
Name Value
Field CONTINENT
OP Equality (= Low)
LOW EUROPE
Task 2
Determine the content of the SAP ERP (Customizing) database table ZCR555_R3_##.
1. Log on to the SAP ERP back-end system. How many entries are stored in the
database table?
2. How many entries pass the filter criteria stored in the Customizing adapter object?

.
Task 3
Log on to the SAP CRM system. Start the initial load for Customizing adapter object
ZCR555_##.
1. Start the initial load with transaction R3AS. Choose object ZCR555_## and start
the initial load with the Execute pushbutton.
Task 4
Check the status of the initial load with Initial Load Monitoring.
1. Start Initial Load Monitoring (transaction R3AM1). Choose object ZCR555_## and
choose the Execute pushbutton.
Solution 21: Create a Filter and Start the Initial Load

.
Business Example
data replication between the SAP CRM system and SAP ERP back-end systems. You need
to know the basic process of extracting Customizing data from SAP ERP to SAP CRM.
Undertake the basic process of extracting Customizing data from SAP ERP to SAP CRM.
Task 1
Display and create a filter for the Customizing adapter object ZCR555_## in the SAP CRM
system.
Hint:
Your instructor has deregistered the inbound queue R3AI_ZCR555* of the CRM server.
1. Determine the corresponding SAP ERP (Customizing) database table.


.
a) Choose transaction R3AC3 and mark the line with Customizing adapter object
ZCR555_##.
b) Choose the Choose pushbutton to navigate to the detailed view.
c) In the Adapter Object overview page, choose the Display pushbutton.
d) Choose the Tables/Structures tab page.
e) Take the table name ZCR555_R3_## from column Table (Source Site).
2. Create a filter in the CONTINENT field with the value EUROPE. Execute the filter in
the source system only.
Name Value
Field CONTINENT
OP Equality (= Low)

.
Name Value
LOW EUROPE
a) Choose the Filter icon for the corresponding table on the Tables/Structures tab
page (in theFilter Settings column).
b) Choose R/3 as the Source Site Name.
c) Choose Filter only in source database as Filter Option.
d) Add the filter, as shown in the following table:

Name Value
Field CONTINENT
OP Equality (= Low)

.
Name Value
LOW EUROPE
e) Choose Save.
Task 2
Determine the content of the SAP ERP (Customizing) database table ZCR555_R3_##.
1. Log on to the SAP ERP back-end system. How many entries are stored in the
database table?
a) Execute transaction SE16.
b) Start the Data Browser: Initial Screen.


.
c) Enter Table Name ZCR555_R3_##.
d) Choose the Execute pushbutton. The number of entries depends on the

system.
2. How many entries pass the filter criteria stored in the Customizing adapter object?
a) Take into account the filter settings that you have determined in task 1.
b) Choose Number of Entries to show the entries which meet the selection criteria.
Task 3
Log on to the SAP CRM system. Start the initial load for Customizing adapter object
ZCR555_##.
1. Start the initial load with transaction R3AS. Choose object ZCR555_## and start
the initial load with the Execute pushbutton.

.
a) Log on to the SAP CRM system.
b) Start the initial load for Customizing adapter object ZCR555_##.
c) Start the initial load with transaction R3AS.
d) Enter ZCR555_## as Load Object.
e) Start the initial load with the Execute pushbutton. A popup box appears with a
message about the status of the initial load.
Task 4
Check the status of the initial load with Initial Load Monitoring.
1. Start Initial Load Monitoring (transaction R3AM1). Choose object ZCR555_## and
choose the Execute pushbutton.

.
a) Start Initial Load Monitoring (transaction R3AM1).
b) Enter ZCR555_## as Load Object.
c) Choose the Execute pushbutton. The status should be running.

Exercise 22: Determine the Relevant Adapter Object

.
Business Example
data replication between the SAP CRM system and SAP ERP back-end systems. You want
to determine if SAP delivers an adapter object for some specific data fields.
Task
Determine if a delivered adapter object is available to extract the academic title
Customizing that you previously entered in SAP ERP.
1. What is the technical name of the table in the SAP ERP system where you can
create new academic titles?
2. In SAP CRM, determine if an adapter object exists for this table. If so, record it.
3. In SAP CRM, open the adapter object and verify that table TSAD2 is included.
Solution 22: Determine the Relevant Adapter Object

.
Business Example
data replication between the SAP CRM system and SAP ERP back-end systems. You want
to determine if SAP delivers an adapter object for some specific data fields.
Task
Determine if a delivered adapter object is available to extract the academic title
Customizing that you previously entered in SAP ERP.
1. What is the technical name of the table in the SAP ERP system where you can
create new academic titles?
a) Execute transaction SPRO and choose Cross Application ComponentsSAP
Business PartnerBusiness PartnerPersonsName
ComponentsMaintain Academic Titles.
b) Select entry 0001 and press F1.


.
c) Choose (Technical Information).
d) Record the table name TSAD2.
2. In SAP CRM, determine if an adapter object exists for this table. If so, record it.
a) Execute transaction SE16.
b) Enter table name SMOFTABLES.
c) Choose the Table Content pushbutton.
d) Enter TSAD2 in the R3TABNAME field.
e) Choose the Execute pushbutton.
f) Record OBJNAMEDNL_CUST_BASIS.
3. In SAP CRM, open the adapter object and verify that table TSAD2 is included.

.
a) Execute transaction R3AC1 (Business objects), R3AC3 (Customizing objects),
or R3AC5 (Condition objects).
b) Execute the initial load again to bring their titles over to SAP CRM.
c) Choose the Position pushbutton.
d) Enter DNL_CUST_BASIS using the correct transaction picked from the three
listed above.
e) Select the DNL_CUST_ BASIS object row, and press F2.
f) Choose the Tables/Structures tab page to find that the TSAD2 table is included.
TCRM20 Figure 107: Inbound and Outbound Queues for Unit 9 Lesson 2
Customizing Adapter Objects
TCRM20 Figure 108: qRFC Outbound Queue Monitoring Unit 9 Lesson 2
SMQ1
TCRM20 Figure 109: qRFC Inbound Queue Monitoring Unit 9 Lesson 2
SMQ2
Exercise 23: Monitor the Inbound Queue

.
Business Example
As a CRM Middleware administrator or consultant, you have to administer the data
replication between the SAP CRM system and SAP ERP back-end systems. For this
reason, you must know the basic process of extracting Customizing data from SAP ERP to
SAP CRM.
You will have to start an initial load of customizing data.
Task 1
1. Create a second session and start the inbound qRFC monitor (transaction SMQ2).
Task 2
1. Check the status of the initial load with Initial Load Monitoring.
Task 3
Exercise 23: Monitor the Inbound Queue

.
1. Check the entries of the corresponding CRM (Customizing) database table
ZCR555_CRM_##.
Solution 23: Monitor the Inbound Queue

.
Business Example
As a CRM Middleware administrator or consultant, you have to administer the data
replication between the SAP CRM system and SAP ERP back-end systems. For this
reason, you must know the basic process of extracting Customizing data from SAP ERP to
SAP CRM.
You will have to start an initial load of customizing data.
Task 1
1. Create a second session and start the inbound qRFC monitor (transaction SMQ2).
a) Navigate to the detail view for queue name R3AI_ZCR555_##.
b) Activate this queue manually by using the Activate Queue pushbutton.
Caution:
Do not register queue R3AI_ZCR555* with QIN-scheduler.

.
Task 2
1. Check the status of the initial load with Initial Load Monitoring.
a) Start Initial Load Monitoring (transaction R3AM1).
b) Choose object ZCR555_##.
c) Choose the Execute pushbutton. The initial load should have been finished.
Task 3
1. Check the entries of the corresponding CRM (Customizing) database table

ZCR555_CRM_##.
a) Start data browser (transaction SE16) in the SAP CRM system.

.
b) Enter table ZCR555_CRM_##.
c) Choose the Execute pushbutton. You can find the corresponding entries in the
CRM table.
TCRM20 Figure 110: Generic Extractor for Customizing Unit 9 Lesson 2
Data
TCRM20 Figure 111: Inbound Processing in the SAP CRM Unit 9 Lesson 2
System
TCRM20 Figure 112: Transferring Conditions Unit 9 Lesson 2
TCRM20
Summary
Maintain Customizing adapter objects

Monitor queues
Extract and map Customizing data
Lesson 3: Downloading Data from SAP ERP to SAP CRM
Lesson Objectives
Perform the initial load from SAP ERP to SAP CRM

TCRM20 Figure 113: Data Exchange Between SAP ERP and Unit 9 Lesson 3
SAP CRM
TCRM20 Figure 114: Initial Load from SAP ERP to SAP Unit 9 Lesson 3
CRM for Business Data
TCRM20 Figure 115: Business Adapter Objects (1) Unit 9 Lesson 3
Exercise 24: Display an Adapter Object

.
Business Example
You need to check the Customizing for delta load that corresponds to a business adapter
object.
Task
Display a business adapter object.
1. Start object management for business adapter objects (transaction R3AC1).

Navigate to the detailed view of the business adapter object MATERIAL.
2. Determine source and target site types, and the corresponding flow contexts
supported for the initial load.
Name Value
Target Site Type CRM
Source Site Type R/3
Exercise 24: Display an Adapter Object

.
Name Value
Flow Context MI0 (mBDOC Validate)
3. Determine the Linked BDoc type.
4. Determine the Object Class.

Solution 24: Display an Adapter Object

.
Business Example
You need to check the Customizing for delta load that corresponds to a business adapter
object.
Task
Display a business adapter object.
1. Start object management for business adapter objects (transaction R3AC1).

Navigate to the detailed view of the business adapter object MATERIAL.
a) Start object management for business adapter objects (transaction R3AC1).
b) Double-click the Business Adapter Object MATERIAL to navigate to the detailed

view.
2. Determine source and target site types, and the corresponding flow contexts
supported for the initial load.

.
Name Value
a) Enter the information given in the following table:

Name Value
3. Determine the Linked BDoc type.

a) The Linked BDoc type is PRODUCT_MAT.

.
4. Determine the Object Class.
a) The Object Class is MATERIAL.
TCRM20 Figure 119: Inbound and Outbound Queues for Unit 9 Lesson 3
Business Adapter Objects
TCRM20 Figure 120: R/3 Plug-In Object-Specific Unit 9 Lesson 3
Extractor
TCRM20 Figure 121: R/3 Inbound Adapter Unit 9 Lesson 3
TCRM20 Figure 122: BDocs Messaging BDoc Types (1) Unit 9 Lesson 3
TCRM20 Figure 123: BDocs Messaging BDoc Types (2) Unit 9 Lesson 3
TCRM20 Figure 124: BDocs Exploring a BDoc Type Unit 9 Lesson 3
TCRM20 Figure 125: Flow Context for Inbound Message Unit 9 Lesson 3
Flow MI
TCRM20 Figure 126: View Flow Contexts Unit 9 Lesson 3
Exercise 25: Display a Messaging Bdoc Type

.
Business Example
You need to determine flow contexts for a BDoc type.
Task
Display BDoc PRODUCT_MAT.
1. Start the BDoc Modeler and navigate to the detailed view of Bdoc PRODUCT_MAT.
2. Navigate to the detailed view of the related data type

COMT_PROD_MATERIAL_BDOC_TAB. Navigate to the detailed view of Line Type
COMT_PROD_MATERIAL_BDOC. Write down the components of this complex line
type.
3. Choose Hierarchy Display to get a hierarchy representation in a separate window.

Do not close this window.
Solution 25: Display a Messaging Bdoc Type

.
Business Example
You need to determine flow contexts for a BDoc type.
Task
Display BDoc PRODUCT_MAT.
1. Start the BDoc Modeler and navigate to the detailed view of Bdoc PRODUCT_MAT.
a) Start the BDoc Modeler by choosing Architecture and
TechnologyMiddlewareDevelopmentMeta Object ModelingBDoc
Modeler (transaction SBDM).
b) When you use the transaction for the first time, a dialog box asks for a display
selection.
c) Choose BDoc Class Messaging. You can change your selection at any time by
choosing the Filter pushbutton, or by pressing CTRL+F6.

.
d) Enter PRODUCT_MAT in the field name and select the messaging BDoc
checkbox.
e) Choose the Execute pushbutton.
2. Navigate to the detailed view of the related data type

COMT_PROD_MATERIAL_BDOC_TAB. Navigate to the detailed view of Line Type
COMT_PROD_MATERIAL_BDOC. Write down the components of this complex line
type.
a) Double-click PRODUCT_MAT to navigate to the detailed view.
b) Double-click COMT_PROD_MATERIAL_BDOC_TAB.
c) In the screen that follows, double-click COMT_PROD_MATERIAL_BDOC.
d) This complex line type includes the following components:


.
HEADER
DATA
INTERLINK
CONDITIONS
KNOWLEDGEBASE
DOCUMENTS
CONTROL
3. Choose Hierarchy Display to get a hierarchy representation in a separate window.
Do not close this window.
a) Choose Hierarchy Display. The hierarchy is shown.
TCRM20 Figure 127: Starting the Initial Load Unit 9 Lesson 3
TCRM20 Figure 128: Display BDoc Message Summary Unit 9 Lesson 3
TCRM20 Figure 129: Display BDoc Message Unit 9 Lesson 3
TCRM20 Figure 130: Display BDoc Details Unit 9 Lesson 3
TCRM20 Figure 131: Performance Issues Initial Load Unit 9 Lesson 3
TCRM20
Summary
Perform the initial load from SAP ERP to SAP CRM

Lesson 4: Performing Delta Load from SAP ERP to SAP CRM
Lesson Objectives
Perform the delta load from SAP ERP to SAP CRM

TCRM20 Figure 132: Delta Load Data Flow Unit 9 Lesson 4
TCRM20 Figure 133: Object Classes Unit 9 Lesson 4
Exercise 26: Analyze Delta Load Customizing

.
Business Example
You want to analyze delta load Customizing in the SAP CRM system and the SAP ERP
system. To do so, you must know the names of the BTEs.
Task 1
Analyze delta Load Customizing in the SAP CRM system.
1. Use transaction R3AC4 to analyze delta load Customizing. Find out the names of
the BTEs corresponding to the Object Class MATERIAL.
2. Check whether the delta load is activated.
Task 2
Analyze delta load Customizing in SAP ERP system.
1. Check whether the BTEs are activated in the SAP ERP system.
Solution 26: Analyze Delta Load Customizing

.
Business Example
You want to analyze delta load Customizing in the SAP CRM system and the SAP ERP
system. To do so, you must know the names of the BTEs.
Task 1
Analyze delta Load Customizing in the SAP CRM system.
1. Use transaction R3AC4 to analyze delta load Customizing. Find out the names of
the BTEs corresponding to the Object Class MATERIAL.
a) Use transaction R3AC4 to analyze delta load Customizing.
b) Expand node Object Class Activation.
c) Double-click Events by Object Class.
d) Find out the names of the BTEs corresponding to the Object Class MATERIAL
(00001250, 00001270, and 00004051).

.
2. Check whether the delta load is activated.
a) Go back to the initial screen.
b) The delta load is activated if the Inactive checkbox is unchecked.
Task 2
Analyze delta load Customizing in SAP ERP system.
1. Check whether the BTEs are activated in the SAP ERP system.
a) Execute transaction FIBF and choose EnvironmentInfo system (P/S).
b) Enter the numbers of the BTEs with left-hand zeros.


.
d) Choose the Active components pushbutton to check whether the CRM
Middleware components for delta load are activated. The BTEs are active.
TCRM20 Figure 134: Activating the Delta Load Unit 9 Lesson 4
TCRM20 Figure 135: Delta Load SAP ERP to SAP CRM Unit 9 Lesson 4
Data Transfer per qRFC
TCRM20 Figure 136: Delta Load SAP ERP to SAP CRM Unit 9 Lesson 4
Mass Update
TCRM20 Figure 137: Customizing Mass Data Processing Unit 9 Lesson 4
Exercise 27: Perform a Delta Load

.
Business Example
Various settings are required to process delta load. For this reason, you must know how to
work in the SAP CRM system and the SAP ERP system.
You need to determine the flow contexts for a BDoc type.
Task 1
Compare SAP CRM product CR555_## with SAP ERP material CR555_## and change the
material in the SAP ERP system.
1. Verify data in the SAP CRM system. Choose the SAP GUI transaction COMMPR01.
Name Value
2. In the SAP ERP system, choose SAP MenuLogisticsMaterials

ManagementMaterial MasterMaterialChangeImmediately (transaction

.
MM02). Enter Material number CR555_## and choose Select views. Choose Basic
Data 1, Basic Data 2, and Sales Org. Data 1.
Name Value
3. Compare Description, Sales Organization, and Distribution Channel, rename the

description, and save the material.
Task 2
Analyze whether the delta load has been processed successfully.
1. Start the BDoc Monitoring (transaction SMW01) and display the corresponding
mBDoc. Enter BDoc Type PRODUCT_MAT, select Send Date and Time as Today.

.
Search for an entry with Queue name R3AD_MATERIACR555_##. Mark the line and
choose BDoc MessageDisplayExtended Part.
2. Within the detailed view, choose the Column pushbutton and compare with the
complex structure of mBDoc type PRODUCT_MAT.
3. Look for the changed short text within the mBDoc type.
4. Check the short text of the product by executing transaction COMMPR01 again.
Solution 27: Perform a Delta Load

.
Business Example
Various settings are required to process delta load. For this reason, you must know how to
work in the SAP CRM system and the SAP ERP system.
You need to determine the flow contexts for a BDoc type.
Task 1
Compare SAP CRM product CR555_## with SAP ERP material CR555_## and change the
material in the SAP ERP system.
1. Verify data in the SAP CRM system. Choose the SAP GUI transaction COMMPR01.
Name Value
a) Execute the SAP GUI transaction COMMPR01 for product maintenance.


.
2. In the SAP ERP system, choose SAP MenuLogisticsMaterials
ManagementMaterial MasterMaterialChangeImmediately (transaction
MM02). Enter Material number CR555_## and choose Select views. Choose Basic
Data 1, Basic Data 2, and Sales Org. Data 1.
Name Value
a) Choose Material MasterMaterialChangeImmediately (or use

transaction MM02).
b) Enter CR555_## as Material number.
c) Choose the Select views pushbutton.


.
d) Choose Basic Data 1, Basic Data 2, and Sales Org. Data 1.
e) Choose the following entries as shown in the table:

Name Value
Material CR555_## is be displayed.
3. Compare Description, Sales Organization, and Distribution Channel, rename the

description, and save the material.
a) Compare Description, Sales Organization, and Distribution Channel.
b) In the SAP ERP system, change the description (short text) and Save the
material.

.
Task 2
Analyze whether the delta load has been processed successfully.
1. Start the BDoc Monitoring (transaction SMW01) and display the corresponding
mBDoc. Enter BDoc Type PRODUCT_MAT, select Send Date and Time as Today.
Search for an entry with Queue name R3AD_MATERIACR555_##. Mark the line and
choose BDoc MessageDisplayExtended Part.
a) Enter BDoc Type PRODUCT_MAT.
b) Select Send Date and Time as Today and Execute.
c) Look for an entry with queue name R3AD_MATERIACR555_##.
d) Mark the line.
e) Choose BDoc MessageDisplayExtended Part.


.
The extended part of the BDoc message is displayed
2. Within the detailed view, choose the Column pushbutton and compare with the
a) In the detailed view, choose the Column pushbutton and compare with the
b) Compare the BDoc message with the BDoc type.
3. Look for the changed short text within the mBDoc type.
a) The SHORT_TEXTS is shown in the extension part of the BDoc message.
4. Check the short text of the product by executing transaction COMMPR01 again.
a) The short text of the product has been changed.
TCRM20
Summary
Perform the delta load from SAP ERP to SAP CRM

Lesson 5: Uploading Data from SAP CRM to SAP ERP
Lesson Objectives
Maintain the Replication Model
Perform the initial load from SAP CRM to SAP ERP
Perform the delta load from SAP CRM to SAP ERP

TCRM20 Figure 138: Different Types of Replication Unit 9 Lesson 5
TCRM20 Figure 139: Simple Bulk Replication Replication Unit 9 Lesson 5
Modeling
TCRM20 Figure 140: CRM Middleware Objects Unit 9 Lesson 5
TCRM20 Figure 141: Simple Intelligent Replication Unit 9 Lesson 5
Replication Modeling
TCRM20 Figure 142: Administration Console View Unit 9 Lesson 5
Replication Objects
Publications
Subscriptions
TCRM20 Figure 145: Administration Console Assign Unit 9 Lesson 5
Subscriptions to a Site
Exercise 28: Analyze Settings in the Administration Console

.
Business Example
As a CRM Middleware administrator or consultant employee, you are in charge of
administering the data replication from the CRM Middleware to external systems. Your
role is to define sites and subscribe sites to publications.
This exercise deals with the basic tasks of CRM Middleware administration, that is,
creating and using sites and subscribing sites to publications. The tool to perform these
tasks is the Middleware Administration Console.
Use Administration Console to view CRM Middleware administrative data and to create
and replicate a business partner.
1. Start the Administration Console.
2. Examine the existing publications and subscriptions. View all subscriptions of the
SAP R/3 site shown on your logon sheets. Record the subscription that ensures
that all orders taken in SAP CRM arrive in SAP ERP. Where do you find all
subscriptions for a publication? Are there criteria values assigned to the
Exercise 28: Analyze Settings in the Administration Console

.
subscriptions? What subscription involves the transfer of orders? What replication
object and what BDoc is this subscription connected to?
Solution 28: Analyze Settings in the Administration Console

.
Business Example
As a CRM Middleware administrator or consultant employee, you are in charge of
administering the data replication from the CRM Middleware to external systems. Your
role is to define sites and subscribe sites to publications.
This exercise deals with the basic tasks of CRM Middleware administration, that is,
creating and using sites and subscribing sites to publications. The tool to perform these
tasks is the Middleware Administration Console.
Use Administration Console to view CRM Middleware administrative data and to create
and replicate a business partner.
1. Start the Administration Console.

a) Execute transaction SMOEAC or choose Architecture and
TechnologyMiddlewareAdministrationAdministration Console.
2. Examine the existing publications and subscriptions. View all subscriptions of the
SAP R/3 site shown on your logon sheets. Record the subscription that ensures

.
that all orders taken in SAP CRM arrive in SAP ERP. Where do you find all
subscriptions for a publication? Are there criteria values assigned to the
subscriptions? What subscription involves the transfer of orders? What replication
object and what BDoc is this subscription connected to?
a) All subscriptions of a site are listed for the Object Type as
Site<site_type><site_name>Subscriptions.
b) You can view the Subscriptions for a particular publication by choosing the
Object Type as Publications.
c) Choose the Display objects pushbutton and choose

Publications<publication_name>.
Whether criteria can be (or have to be) used depends on the replication type of
the relevant publication.

.
Publications of type Simple Bulk MESG for messaging BDocs (mBDocs) and of
type bulk for synchronization BDocs (sBDocs) cannot be filtered using criteria
values.
d) Expand the Sites R/3.
e) One of the subscriptions is All Business Transactions MESG. Double-click it.
f) Choose the Replication Objects tab page. Double-click the Replication Object
BUS_TRANS_MSG.
It brings you to the screen that shows this Replication Object is tied to the BDoc
Name BUS_TRANS_MSG.
TCRM20 Figure 146: Data Exchange from SAP CRM to SAP Unit 9 Lesson 5
ERP
TCRM20 Figure 147: Outbound Message Flow Unit 9 Lesson 5
TCRM20 Figure 148: Business Adapter Objects Unit 9 Lesson 5
TCRM20 Figure 149: Data Extract in the SAP CRM System Unit 9 Lesson 5
TCRM20 Figure 150: Initial Load from SAP CRM to SAP Unit 9 Lesson 5
ERP Data Flow
TCRM20 Figure 151: Initial Load from SAP CRM to SAP ERP Unit 9 Lesson 5
Data Flow Acknowledgement
TCRM20 Figure 152: Customizing the Outbound Unit 9 Lesson 5
Processing
TCRM20 Figure 153: View Flow Contexts for BUPA_MAIN Unit 9 Lesson 5
TCRM20 Figure 154: Delta Load SAP CRM to SAP ERP Unit 9 Lesson 5
Data Flow
TCRM20 Figure 155: Delta Load from SAP CRM to SAP ERP Unit 9 Lesson 5
qRFC
TCRM20
Summary
Maintain the Replication Model

Perform the initial load from SAP CRM to SAP ERP
Perform the delta load from SAP CRM to SAP ERP
TCRM20 Unit 9
"The message flow includes inbound processing and outbound

processing only."
TCRM20 Unit 9
"The message flow includes inbound processing and outbound

processing only."
False
TCRM20 Unit 9
"Communication between the SAP CRM system and the SAP

ERP system is based on RFC."
TCRM20 Unit 9
"Communication between the SAP CRM system and the SAP

ERP system is based on RFC."
True
TCRM20 Unit 9
When you upgrade the SAP R/3 Plug-In within SAP ERP, you have to upgrade the ______ as well.
A. SAP Basis Plug-In
B. SAP R/3 Plug-In

TCRM20 Unit 9
When you upgrade the SAP R/3 Plug-In within SAP ERP, you have to upgrade the ______ as well.
A. SAP Basis Plug-In

TCRM20 Unit 9
"The data of a Customizing adapter object can be transferred

from the SAP ERP system to the SAP CRM system with an
initial load."
TCRM20 Unit 9
"The data of a Customizing adapter object can be transferred

from the SAP ERP system to the SAP CRM system with an
initial load."
True
TCRM20 Unit 9
Which transaction code is used to control the initial load?

A. R3AM1
B. R3AS
C. SPRO
TCRM20 Unit 9
Which transaction code is used to control the initial load?
A. R3AM1
TCRM20 Unit 9
"After you save the filter criteria, it automatically synchronizes

with SAP ERP."
TCRM20 Unit 9
"After you save the filter criteria, it automatically synchronizes

with SAP ERP."
True
TCRM20 Unit 9
"You cannot maintain or display the logical units of work using

tRFC monitoring."
TCRM20 Unit 9
"You cannot maintain or display the logical units of work using

tRFC monitoring."
True
TCRM20 Unit 9
"If an error occurs in logical units of work, the function

modules of the queue entries are rolled back."
TCRM20 Unit 9
"If an error occurs in logical units of work, the function

modules of the queue entries are rolled back."
True
TCRM20 Unit 9
Where does filtering of business objects in the SAP CRM system happen?
A. Only in the source system
B. Only in the target system
C. Both in the source and target systems

TCRM20 Unit 9
Where does filtering of business objects in the SAP CRM system happen?
C. Both in the source and target systems

TCRM20 Unit 9
"The Middleware Trace Monitor is a tool to track message

flows, record events, and provide information for evaluation."
TCRM20 Unit 9
"The Middleware Trace Monitor is a tool to track message

flows, record events, and provide information for evaluation."
True
TCRM20 Unit 9
The R/3 inbound adapter converts the data from the ______ data container into the ______ structure
that starts the inbound message flow.
A. BAPIMTCS, mBDoc
B. mBDoc, BAPIMTCS
C. BAPIMTCS, sBDoc
D. sBDoc, BAPIMTCS
TCRM20 Unit 9
The R/3 inbound adapter converts the data from the ______ data container into the ______ structure
that starts the inbound message flow.
A. BAPIMTCS, mBDoc
TCRM20 Unit 9
"In the classical part of messaging BDoc, the complex data

type is modeled with data repository tools."
TCRM20 Unit 9
"In the classical part of messaging BDoc, the complex data

type is modeled with data repository tools."
False
TCRM20 Unit 9
Which part is used to determine the receivers of mBDoc messages?

A. Classical part
B. Extension part
TCRM20 Unit 9
Which part is used to determine the receivers of mBDoc messages?
A. Classical part
TCRM20 Unit 9
In the Display BDoc message list, a successfully processed message appears in ________.
A. Red
B. Yellow
C. Green
TCRM20 Unit 9
In the Display BDoc message list, a successfully processed message appears in ________.
C. Green
TCRM20 Unit 9
"The delta load allows the synchronization of Customizing data

between SAP ERP back-end systems and the CRM server."
TCRM20 Unit 9
"The delta load allows the synchronization of Customizing data

between SAP ERP back-end systems and the CRM server."
False
TCRM20 Unit 9
"The implementation of business transaction events is a part of

the R/3 Plug-In."
TCRM20 Unit 9
"The implementation of business transaction events is a part of

the R/3 Plug-In."
True
TCRM20 Unit 9
"If a business transaction event is activated in the SAP ERP

system, it converts the data in the BAPIMTCS structure while
updating the database table."
TCRM20 Unit 9
"If a business transaction event is activated in the SAP ERP

system, it converts the data in the BAPIMTCS structure while
updating the database table."
True
TCRM20 Unit 9
During mass data processing, the data is bundled and placed in the __________ in the SAP CRM
system through RFC (MASS_CRM_*).
A. Outbound queue
B. Inbound queue
TCRM20 Unit 9
During mass data processing, the data is bundled and placed in the __________ in the SAP CRM
system through RFC (MASS_CRM_*).
B. Inbound queue
TCRM20 Unit 9
"The data exchange between the CRM server and the sites is
defined in a replication model."
TCRM20 Unit 9
"The data exchange between the CRM server and the sites is
defined in a replication model."
True
TCRM20 Unit 9
What type of replication object specifies the potential fields for filter criteria?
A. Simple Bulk Replication
B. Simple Intelligent Replication

TCRM20 Unit 9
What type of replication object specifies the potential fields for filter criteria?
B. Simple Intelligent Replication

TCRM20 Unit 9
"The type of objects loaded to each target system depends on

the business process and has to be defined for each
application."
TCRM20 Unit 9
"The type of objects loaded to each target system depends on

the business process and has to be defined for each
application."
True
TCRM20 Unit 9
"The R/3 Outbound Adapter directly transfers the data per

qRFC to the SAP receiver."
TCRM20 Unit 9
"The R/3 Outbound Adapter directly transfers the data per

qRFC to the SAP receiver."
False
TCRM20 Unit 9
The object-specific function module recognizes whether the same data has already been created by
checking table _____________.
A. CRMSUBTAB
B. CRMKEY
TCRM20 Unit 9
The object-specific function module recognizes whether the same data has already been created by
checking table _____________.
A. CRMSUBTAB
Unit 10: CRM Middleware Operations
Lesson 1: Monitoring the CRM Middleware
Lesson 2: Handling Errors
Lesson 3: Ensuring Data Consistency
Lesson 4: Troubleshooting Errors

Lesson 1: Monitoring the CRM Middleware
Lesson Objectives
Monitor the CRM Middleware

TCRM20 Figure 156: CRM Middleware Monitoring Cockpit Unit 10 Lesson 1
TCRM20 Figure 157: Display BDoc Messages Unit 10 Lesson 1
TCRM20 Figure 158: BDoc Messages Error Analysis Unit 10 Lesson 1
TCRM20 Figure 159: BDoc Recovery Framework (1) Unit 10 Lesson 1
TCRM20 Figure 160: BDoc Recovery Framework (2) Unit 10 Lesson 1
TCRM20 Figure 161: Unprocessed BDoc Messages Unit 10 Lesson 1
TCRM20 Figure 162: qRFC Outbound Scheduler Monitoring Unit 10 Lesson 1
TCRM20 Figure 163: qRFC Inbound Scheduler Monitoring Unit 10 Lesson 1
TCRM20 Figure 164: Hints for an Error Analysis Load Unit 10 Lesson 1
Example
TCRM20 Figure 165: Message Flow Statistics Unit 10 Lesson 1
TCRM20 Figure 166: Middleware Trace Unit 10 Lesson 1
Exercise 29: Monitor the Data Exchange

.
Business Example
As an administrator, you need to track the progress of data loads. You need to know the
conditions for reprocessing filed BDoc messages and reviewing queued records.
Track the progress of a data load and understand the effect of the registration and
deregistration of the RFC queues.
Task 1
Make a master data change in SAP ERP and verify the change in SAP CRM.
Note:
Your instructor has deregistered the inbound queue of the CRM server. The instructor used
transaction SMQR and deregistered the queues R3AD*. This will prevent any SAP ERP to SAP
CRM delta.

.
1. In the SAP ERP system, change the Post Code from 75050 to 75051 in the address
data of your business partner who has the name ##XChange Corp. Then, save
your entry and verify that the SAP CRM system has received the change. Use the
change mode in SAP CRM for exercise purposes only.
Task 2
Inbound processing has been interrupted. Find the relevant queue and data contained in a
logical unit of work (LUW).
1. Because the inbound processing has not yet taken place, you can view the relevant
inbound queue (open a new session).
Try to find the data contained in a LUW.
The queue name is R3AD_CUSTOME0000xxxxxx (xxxxxx stands for your customer
number). Queue names are controlled by the CRM server applications. Because

.
the CRM Middleware has not yet processed the data, the conversion from the BAPI
structures into a BDoc has not taken place.
Task 3
Activate the queue for your business partner manually.
1. Activate the queue for your business partner and check if the activation caused the
update to succeed.
Task 4
1. Display the reason why your update failed.
Task 5

.
1. Perform the action suggested by the error message and exit from the locking
situation.
Task 6
1. Try to reprocess your BDoc. Enter the copied BDoc ID number on the selection
screen. Refresh the screen. Check what happens.
Task 7
1. Change the business partner ##XChange Corp. again. This time, add the region
ZZZ. Make this change from the CRM transaction BP in the change mode. To make
sure we do not have a locking issue, exit from transaction VD02 in ERP.

.
Task 8
Check whether the business partner has the new region ZZZ in the SAP ERP system now.
If it is not there, perform an extensive error tracking.
1. Check if the business partner is updated with region ZZZ in the SAP ERP system.
2. Check the outbound queue of the SAP CRM system.
3. Check the BDoc message.

Note that the other sites are for the Groupware adapter, which is not installed in
our system; so no response is generated, which normally results in a yellow status.
Solution 29: Monitor the Data Exchange

.
Business Example
As an administrator, you need to track the progress of data loads. You need to know the
conditions for reprocessing filed BDoc messages and reviewing queued records.
Track the progress of a data load and understand the effect of the registration and
deregistration of the RFC queues.
Task 1
Make a master data change in SAP ERP and verify the change in SAP CRM.
Note:
Your instructor has deregistered the inbound queue of the CRM server. The instructor used
transaction SMQR and deregistered the queues R3AD*. This will prevent any SAP ERP to SAP
CRM delta.

.
1. In the SAP ERP system, change the Post Code from 75050 to 75051 in the address
data of your business partner who has the name ##XChange Corp. Then, save
your entry and verify that the SAP CRM system has received the change. Use the
change mode in SAP CRM for exercise purposes only.
a) In the SAP ERP system, execute transaction VD02 or choose LogisticsSales
and DistributionMaster DataBusiness
PartnersCustomersChangeSales and Distribution.
b) On the Customer Change: Initial Screen, enter the customer number xxxxxx in
the Customer field and choose Enter.
c) On the Change Customer: General Data screen, on the Address tab page,
change Post Code from 75050 to 75051.
d) In the SAP CRM system, execute transaction BP.


.
e) On the Maintain Business Partner screen, choose the Start pushbutton. Double-
click the Description. Choose the Open BP pushbutton.
f) On the Open business partner screen, enter the business partner number
xxxxxx in the Business Partner field and choose Enter.
g) Choose theSwitch between Display and Change pushbutton for the change
mode.
Task 2
Inbound processing has been interrupted. Find the relevant queue and data contained in a
logical unit of work (LUW).
1. Because the inbound processing has not yet taken place, you can view the relevant
inbound queue (open a new session).
Try to find the data contained in a LUW.

.
The queue name is R3AD_CUSTOME0000xxxxxx (xxxxxx stands for your customer
number). Queue names are controlled by the CRM server applications. Because
the CRM Middleware has not yet processed the data, the conversion from the BAPI
structures into a BDoc has not taken place.
a) To view the data, choose MiddlewareMonitoringQueuesDisplay
Inbound RFC Queues (transaction SMQ2).
b) Select the queue R3AD_CUSTOME0000xxxxxx and choose the Execute

pushbutton.
c) Choose the Display selection pushbutton.
d) Select the line of the queue and choose Choose.
e) Choose the Display LUW pushbutton. The LUW contains the data in a BAPI
structure.

.
f) Choose the Find pushbutton. Enter your P.O. Box number with three blanks
between the digits.
Task 3
Activate the queue for your business partner manually.
1. Activate the queue for your business partner and check if the activation caused the
update to succeed.
a) Choose MiddlewareMonitoringQueuesDisplay Inbound RFC Queues
(transaction SMQ2).
b) Select your queue R3AD_CUSTOME0000xxxxxx (xxxxxx stands for your

customer number).
c) Choose the Display Selection pushbutton.


.
d) On the following screen, choose the Activate Queue pushbutton or press F6.
e) Check if your entries have been processed by choosing the Refresh

pushbutton.
f) Check if your change can be seen in the SAP CRM system by choosing Master
dataBusiness PartnerMaintain Business Partners (BP).
The data has not changed.
Task 4
1. Display the reason why your update failed.

a) Choose MiddlewareMonitoringMessage FlowDisplay BDoc Messages
(transaction SMW01).

.
b) Use your user ID at the top of the screen and select one of the radio buttons
(for example, last hour) to shorten the list.
c) Identify the BDoc with the data of your business partner (look at the queue
name).
d) On the Display BDoc Messages screen, select your BDoc.
e) Choose the Execute and Receivers pushbuttons.
f) Go back and check the BDoc for any error information.
g) Copy the BDoc ID number for later use.
h) On the Display BDoc Messages screen, select your BDoc and choose Error.
Among some warnings, you find the following error message: Business Partner
<customer number> is currently being processed by <your user name>.

.
Task 5
1. Perform the action suggested by the error message and exit from the locking
situation.
a) In the SAP CRM system, execute transaction BP.
b) Use the Back pushbutton to leave the transaction. You do not need to save.
Task 6
1. Try to reprocess your BDoc. Enter the copied BDoc ID number on the selection
screen. Refresh the screen. Check what happens.
a) Choose MiddlewareMonitoringMessage FlowDisplay BDoc Messages
(transaction SMW01).

.
b) Select your BDoc in error status and go to BDoc
messageProcessReprocess to process. Alternatively, you can choose the
Reprocess pushbutton to process the BDoc message.Your BDoc, which had
been in error status, has a Confirmed status now.The BDoc flow Validate
caused the writing of the data to the CRM database. This change to the CRM
database triggered a new BDoc flow (Notification). This flow then created a new
messaging BDoc, destined for any receivers identified by the replication
service (for example, a back-end system or the synchronization in case the
mobile bridge for the BDoc type has been activated).
c) Check if the change is now displayed for your business partner. The change
should be displayed now.
Task 7

.
1. Change the business partner ##XChange Corp. again. This time, add the region
ZZZ. Make this change from the CRM transaction BP in the change mode. To make
sure we do not have a locking issue, exit from transaction VD02 in ERP.
a) Execute transaction BP.
b) Choose the Start pushbutton.
c) Change the Region to ZZZ.
Task 8
Check whether the business partner has the new region ZZZ in the SAP ERP system now.
If it is not there, perform an extensive error tracking.
1. Check if the business partner is updated with region ZZZ in the SAP ERP system.

.
a) To view the data, choose LogisticsSales and DistributionMaster
DataBusiness PartnersCustomersDisplaySales and Distribution
(transaction VD03).
The business partner has not been updated in the SAP ERP System.
2. Check the outbound queue of the SAP CRM system.

a) To view the data, choose MiddlewareMonitoringQueuesDisplay
Outbound RFC Queues (transaction SMQ1).
The outbound queue is empty.
3. Check the BDoc message.

a) To view the data, choose MiddlewareMonitoringMessage FlowDisplay
BDoc Messages (transaction SMW01).
b) Identify the BDoc with the data of your business partner.


.
c) Select the BDocs of type BUPA_MAIN. Both the Overview and Detail View show
the BP number as a part of the queue name.
d) Go back and check the BDoc for any error information.
e) On the Display BDoc Messages screen, select your BDoc.
f) Choose the Receivers pushbutton and then the Choose Layout pushbuttonto
show the errors.
Figure 167: Receivers for BDoc


.
g) The BDoc state is not processed. The Errorsegments screen displays the error
messages. Select the icon in the Errors column; the region ZZZ is not defined
for country FR.
Note that the other sites are for the Groupware adapter, which is not installed in
our system; so no response is generated, which normally results in a yellow status.
TCRM20
Summary
Monitor the CRM Middleware

Lesson 2: Handling Errors
Lesson Objectives
Perform error handling

TCRM20 Figure 168: Integration of the Central Error Unit 10 Lesson 2
Handling Service
TCRM20 Figure 169: Error Handling Strategy Unit 10 Lesson 2
TCRM20 Figure 170: Error Handling Flow Control Unit 10 Lesson 2
TCRM20 Figure 171: Error Handling Configuration Unit 10 Lesson 2
TCRM20
Summary
Perform error handling

Lesson 3: Ensuring Data Consistency
Lesson Objectives
Create a Data Integrity Manager instance
Create a request
TCRM20 Figure 172: Data Consistency Unit 10 Lesson 3
TCRM20 Figure 173: Data Integrity Manager Unit 10 Lesson 3
Exercise 30: Create a DIMA Instance

.
Business Example
As a system administrator, you need to use the DIMA tool set to maintain the data in your
systems.
Task
Create a DIMA instance that is limited to the BP ##XChange Corp. Perform a header and
then a detailed compare.
Before this exercise starts, load the region ZZZ as a valid region for the Country FR in the
SAP ERP system using SPROSAP NetWeavergeneral settingsSet
countriesinsert regions.
1. Create a DIMA instance filtering on your specific customer. Check whether the
business partneris created in the SAP ERP system. Use the information in the
following table:
Field Name or Data Type Values
DIMA Instance Group##

.
DIMA Object Customer
Filter Mode DIMA Filter Only
Start Compare on Wizard Completion Check this box
Filter Settings After Adding a Filter
Row:
Table Name KNA1
Field Name KUNNR
Option EQ
Low* 10-digit customer number from 0000__ __ ___ ___ ___ ___
R/3 SAP ERP add leading zeros as
needed. Use the number from the
business partner ##XChange Corp.

.
2. Perform a header compare, refresh the result to see the execution of your DIMA
instance and evaluate the status lights.
3. Perform a detailed compare.

Solution 30: Create a DIMA Instance

.
Business Example
systems.
Task
Create a DIMA instance that is limited to the BP ##XChange Corp. Perform a header and
then a detailed compare.
Before this exercise starts, load the region ZZZ as a valid region for the Country FR in the
SAP ERP system using SPROSAP NetWeavergeneral settingsSet
countriesinsert regions.
1. Create a DIMA instance filtering on your specific customer. Check whether the
business partneris created in the SAP ERP system. Use the information in the
following table:

.
Filter Mode DIMA Filter Only
Row:
Table Name KNA1
Field Name KUNNR
Option EQ
Low* 10-digit customer number from 0000__ __ ___ ___ ___ ___
R/3 SAP ERP add leading zeros as

.
a) In the SAP CRM system, choose Architecture and
TechnologyMiddlewareData ExchangeSynchronizationData
Integrity Manager (transaction SDIMA).
b) Choose the New DIMA Instance pushbutton.
c) Choose Continue.
d) Choose theInsert Row pushbutton.
e) Use the data in the following table:

Filter Mode DIMA Filters only

.
Row:
Table Name KNA1
Field Name KUNNR
Option EQ
Low* 10-digit customer number 0000__ __ ___ ___ ___ ___
from R/3 add leading zeros as
f) When you have finished using the wizard, choose the Complete pushbutton,
which will execute DIMA.

.
2. Perform a header compare, refresh the result to see the execution of your DIMA
instance and evaluate the status lights.
a) Choose the Refresh pushbutton.
b) Double-click the 1 object exists in both systems folder. The results show that BP
exists in both SAP CRM and SAP ERP.
3. Perform a detailed compare.

a) Select the row on the results table and choose DIMAStart Detailed Compare.
b) Choose the Refresh pushbutton, and then select the red status light.
c) Scroll to the right on the revised results row and click the checkbox for the
messages. It should say ZZZ does not exist in SAP ERP.
TCRM20 Figure 174: Explicit Requests for Individual Data Unit 10 Lesson 3
TCRM20 Figure 175: Create Request Unit 10 Lesson 3
TCRM20 Figure 176: qRFC Request for Business Adapter Unit 10 Lesson 3
Objects
Exercise 31: Create and Start a Request

.
Business Example
systems.
Task
Create a request that is designed to fix the ERP customer master (adding the ZZZ region).
Execute the request to accomplish the fix.
1. Create the request using the information in the following table:

Request header Information:
Field Value
Request Name CR500GR##
Adapter Object BUPA_MAIN
Object Class BUPA

.
Request detail:
Field Value
Table Name BUT000
Field Name PARTNER
Incl/Excl I (Inclusive defined set /array)
Option EQ (equality)
Low Your BP Number (0000__ __ __ __
__ __)
2. Open the Request header folder branched to the Request detail. Use the data in the
following table:
Field Value

.
Field Value
Object Class BUPA
3. Start your request. Use the data in the following table:

Field Value
Source System CRM
Target System R/3
4. Verify that the information of the ERP customer is updated with the Region ZZZ.
Solution 31: Create and Start a Request

.
Business Example
systems.
Task
Create a request that is designed to fix the ERP customer master (adding the ZZZ region).
Execute the request to accomplish the fix.
1. Create the request using the information in the following table:

Request header Information:
Field Value
Object Class BUPA

.
Request detail:
Field Value
Table Name BUT000
Field Name PARTNER
Incl/Excl I (Inclusive defined set /array)
Option EQ (equality)
Low Your BP Number (0000__ __ __ __
__ __)
a) Choose Architecture and TechnologyMiddlewareData

ExchangeSynchronizationDefine Requests.


.
2. Open the Request header folder branched to the Request detail. Use the data in the
following table:
Field Value
Object Class BUPA
a) Choose Save.
3. Start your request. Use the data in the following table:

Field Value
Source System CRM

.
Field Value
Target System R/3
a) Choose Architecture and TechnologyMiddlewareData

ExchangeSynchronizationStart Requests.
b) Use the entries in the following table:

Field Value
Source Site Name CRM
Target Site Name ERP
4. Verify that the information of the ERP customer is updated with the Region ZZZ.

.
a) Check your customer using the ERP transaction VD03, or choose Architecture
and TechnologyMiddlewareData ExchangeSynchronizationMonitor
Requests to see if the request has been executed.
TCRM20
Summary
Create a Data Integrity Manager instance

Create a request
Lesson 4: Troubleshooting Errors
Lesson Objectives
Troubleshoot the initial load from SAP ERP to SAP CRM
Troubleshoot the delta load from SAP ERP to SAP CRM
Troubleshoot the load from SAP CRM to SAP ERP

TCRM20 Figure 177: Initial Load for Business Data Unit 10 Lesson 4
Monitoring
TCRM20 Figure 178: Load has not been Started Unit 10 Lesson 4
TCRM20 Figure 179: Load has been Aborted Unit 10 Lesson 4
TCRM20 Figure 180: Load is Running Unit 10 Lesson 4
TCRM20 Figure 181: BDoc Error Unit 10 Lesson 4
TCRM20 Figure 182: Data is not Complete Unit 10 Lesson 4
TCRM20 Figure 183: Delta Download Check Customizing Unit 10 Lesson 4
TCRM20 Figure 184: Delta Download Error within SAP Unit 10 Lesson 4
ERP
TCRM20 Figure 185: Delta Download Error in SAP CRM Unit 10 Lesson 4
(1)
TCRM20 Figure 186: Delta Download Error in SAP CRM Unit 10 Lesson 4
(2)
TCRM20 Figure 187: No Data Replication to R/3 Site Unit 10 Lesson 4
TCRM20 Figure 188: No Data Replication to R/3 Site Unit 10 Lesson 4
Delta Load
TCRM20 Figure 189: No Data Transfer Unit 10 Lesson 4
TCRM20 Figure 190: No Answer from SAP ERP Unit 10 Lesson 4
TCRM20
Summary
Troubleshoot the initial load from SAP ERP to SAP CRM

Troubleshoot the delta load from SAP ERP to SAP CRM
Troubleshoot the load from SAP CRM to SAP ERP
TCRM20 Unit 10
Successfully processed BDoc messages appear in ___________ light.

A. yellow
B. green
C. red
TCRM20 Unit 10
Successfully processed BDoc messages appear in ___________ light.
B. green
TCRM20 Unit 10
"Even if the BDoc processes without any error, it will still

display the result."
TCRM20 Unit 10
"Even if the BDoc processes without any error, it will still

display the result."
False
TCRM20 Unit 10
BDocs in the error status should be marked __________ to avoid reprocessing, which might lead to
inconsistencies.
A. reprocess
B. deleted
C. deleted by saving its ID

TCRM20 Unit 10
BDocs in the error status should be marked __________ to avoid reprocessing, which might lead to
inconsistencies.
B. deleted
TCRM20 Unit 10
"The inbound scheduler is configured based on queue names."

TCRM20 Unit 10
"The inbound scheduler is configured based on queue names."

True
TCRM20 Unit 10
"You are not required to configure the inbound scheduler even

if a new queue is used."
TCRM20 Unit 10
"You are not required to configure the inbound scheduler even

if a new queue is used."
False
TCRM20 Unit 10
"If a service returns an error code Exx, it means an error has

occurred."
TCRM20 Unit 10
"If a service returns an error code Exx, it means an error has

occurred."
True
TCRM20 Unit 10
"If no specific error action has been assigned to a message, you

should manually assign a specific action to start."
TCRM20 Unit 10
"If no specific error action has been assigned to a message, you

should manually assign a specific action to start."
False
TCRM20 Unit 10
"The Data Integrity Manager tool is used to repair inconsistent

Customizing settings between SAP CRM and the SAP ERP
back-end systems. "
TCRM20 Unit 10
"The Data Integrity Manager tool is used to repair inconsistent

Customizing settings between SAP CRM and the SAP ERP
back-end systems. "
True
TCRM20 Unit 10
Which compare is used to compare all the data of an object instance found in both the SAP CRM
database and the SAP ERP back-end database?
A. Header
B. Detailed
TCRM20 Unit 10
Which compare is used to compare all the data of an object instance found in both the SAP CRM
database and the SAP ERP back-end database?
B. Detailed
TCRM20 Unit 10
"Requests cannot be scheduled using background jobs."

TCRM20 Unit 10
"Requests cannot be scheduled using background jobs."

False
TCRM20 Unit 10
What transaction is used to start the request monitor?

A. R3AM1
B. R3AR3
TCRM20 Unit 10
What transaction is used to start the request monitor?
B. R3AR3
TCRM20 Unit 10
Which logic is used whenthe filter condition on the same field of the same table are combined?
A. OR
B. AND
C. IF
D. THEN
TCRM20 Unit 10
Which logic is used whenthe filter condition on the same field of the same table are combined?
A. OR
TCRM20 Unit 10
"If you want to completely deactivate an event, you need to do

that manually."
TCRM20 Unit 10
"If you want to completely deactivate an event, you need to do

that manually."
True
Unit 11: Data Exchange with 3rd Party Backend
Lesson 1: Exchanging Data with Third Party Back-End Systems

Lesson 1: Exchanging Data with Third Party Back-End Systems
Lesson Objectives
Analyze the XIF adapter

The features of the XIF adapter are as follows:

It can be used for initial load of data objects and continuous data exchange of data
objects in real time.
It works bilaterally. This means that business objects (data) can be exchanged
between the SAP CRM system and external systems.
It uses the two standard formats, Extensible Markup Language / Simple Object
Access Protocol (XML/SOAP) and Application Linking and Enabling / Intermediate
Document (ALE/IDoc).
It is extensible without modifying the program code.

TCRM20 Figure 191: Overview of Back-End Integration with Unit 11 Lesson 1
the XIF Adapter
TCRM20 Figure 192: XIF Adapter Exchanged Business Unit 11 Lesson 1
Objects
TCRM20 Figure 193: XIF Adapter Overview Unit 11 Lesson 1
TCRM20 Figure 194: XIF Adapter Outbound and Inbound Unit 11 Lesson 1
Transactions
TCRM20 Figure 195: XIF Adapter SOAP/XML Unit 11 Lesson 1
TCRM20 Figure 196: XIF Adapter IDoc Unit 11 Lesson 1
When using IDocs for outbound processing, the following

settings must be made:
Create a Remote Function Call (RFC) destination
Transaction SM59: TCP/IP connection
Create a logical system

Transaction SALE: For example, the logical system XIF-SYSTEM
Create a receiver port

Transaction WE21: Transactional RFC or file
Create a partner profile

Transaction WE20: Partner type LS with created logical system, maintain message
type for outbound parameters
Enter outbound parameters

When using IDocs for outbound processing, the following

Transaction WE20: For example, transfer IDocs at once, basis type
CRMXIF_*_SAVE_M01, message type CRMXIF_*_SAVE_M, receiver port as
maintained
Create a site
Transaction SMOEAC: Site with the site type External Interface for IDocs with
maintained partner profile
Maintain subscription for publications

Transaction SMOEAC: Object type Subscription, assign maintained site to
subscription
Assign maintained site to interface type

Transaction CRMXIF_C1: Maintain BDoc type and interface type (CRMXIF_*_SAVE)
for the new site
When using XML files for outbound processing, the following

Create an HTTP destination
Transaction SM59: HTTP connections to external systems
Create a site
Transaction SMOEAC: Site with site type External Interface for XML and assign HTTP
destination
Maintain subscriptions for publications

Transaction SMOAC: Object type Subscription, assign maintain site to subscription
Assign maintained site to interface type

Transaction CRMXIF_C1: Maintain BDoc Type and Interface Type
(CRMXIF_*_SAVE) for the new site
When using ALE/IDoc or SOAP/XML for inbound processing,

the following settings must be made:
Customizing IDoc inbound
- Create a logical system by choosing SALEPrepare Sender and Receiver
SystemsSet up Logical SystemsName Logical System.
- Create a partner profile using transaction WE20 (Partner Type LS).

- Enter a suitable message type CRMXIF_*_SAVE_M (CRMXIF_*_SAVE_S) in
the inbound parameters.
Customizing XML inbound

- No Customizing is required in the SAP CRM system for receiving XML
documents.
- SAP CRM HTTP port setting is done by using transaction SMICM and
choosing GotoServices.
Exercise 32: Analyze the XIF Adapter

.
Business Example
During outbound processing, possible external receivers for mBDoc are determined within
the CRM Middleware, and are transferred to the XIF adapter together with the mBDoc.
The data in the mBDoc is converted in the XIF adapter into an IDoc, which can be sent to
external receivers.
Examine the Customizing options for the XIF adapter (IDocs), create a site for the XIF
adapter (IDocs) for outbound processing, and analyze the message flow of the XIF
adapter.
Task 1
Examine the Customizing options for the XIF adapter (IDocs). Review and answer the
following questions. Some of the steps described may not be necessary depending on the
transfer protocol used (tRFC or File Transfer).
1. Is a logical system name created that can be used in the ALE model as receiver
system?

.
2. Is a TCP/IP RFC destination created in the receiver system (transaction SM59)?
3. Is a receiver port defined? Where are the IDocs written?
4. Optional: If you want to know to which physical path the logical path is assigned,
select the entry EDI_GLOBAL_PATH in the table on the right-hand side and choose
the Assignment of Physical Paths to Logical Paths node in the dialog tree on the left-
hand side.
5. Is a partner profile created?
6. Are outbound parameters defined?
Task 2
Create a site of the External Interface for IDocs type.
1. Start the administration console and create a new site with the name CR500-##.

.
2. Assign the subscription All Business Partners (MESG) to the new site.
Task 3
1. Assign the site to an interface type.
Task 4
1. Change the P.O. Box number in the address data of your business partner
##XChange Corp. in the SAP CRM system.
Task 5
1. Check the receivers of the messaging Bdoc.
Task 6

.
1. Check the created IDoc.
Solution 32: Analyze the XIF Adapter

.
Business Example
During outbound processing, possible external receivers for mBDoc are determined within
the CRM Middleware, and are transferred to the XIF adapter together with the mBDoc.
The data in the mBDoc is converted in the XIF adapter into an IDoc, which can be sent to
external receivers.
Examine the Customizing options for the XIF adapter (IDocs), create a site for the XIF
adapter (IDocs) for outbound processing, and analyze the message flow of the XIF
adapter.
Task 1
Examine the Customizing options for the XIF adapter (IDocs). Review and answer the
following questions. Some of the steps described may not be necessary depending on the
transfer protocol used (tRFC or File Transfer).
1. Is a logical system name created that can be used in the ALE model as receiver
system?

.
a) Execute transaction SALE.
b) To view the logical system name, choose IDoc Interface/Application Link

Enabling (ALE)Basic SettingsLogical SystemsDefine Logical System
(transaction BD54).
c) Look for the entry XIF_SYSTEM.
2. Is a TCP/IP RFC destination created in the receiver system (transaction SM59)?

b) Open TCP/IP connections. There is no RFC destination defined because in our

example, the IDoc is written to a file and not sent through tRFC.
3. Is a receiver port defined? Where are the IDocs written?


.
a) To view the receiver port, execute transaction WE21. Receiver ports can be
defined for transactional RFCs or files. In our example, the IDoc is written to a
file.
b) Open the File node in the navigation tree on the left-hand side. Double-click XIF-
Port.
c) On the right-hand side, you find detailed information about the receiver port.
The IDocs are written to the logical path EDI_GLOBAL_PATH.
4. Optional: If you want to know to which physical path the logical path is assigned,
select the entry EDI_GLOBAL_PATH in the table on the right-hand side and choose
the Assignment of Physical Paths to Logical Paths node in the dialog tree on the left-
hand side.
a) Choose the Position pushbutton.

.
b) On the Another entry screen, choose EDI_GLOBAL_PATH as the Logical path
and choose Enter.
c) Open the Syntax Group Definition node in the navigation tree on the left-hand
side.
d) Choose the Position pushbutton and select Windows NT as the syntax group.
e) Choose Back and choose EDI_GLOBAL_PATH as the logical path.
f) Double-click Assignment of Physical Paths to Logical Paths in the dialog tree on

the left-hand side.
g) Double-click the syntax group Windows NT, or choose <P=DIR_GLOBAL>/

<FILENAME> (DIR_GLOBAL = /user/sap/<SID>/SYS/global).
5. Is a partner profile created?


.
a) To view the partner profile, execute transaction WE20.
b) Open the Partner Type LS (Logical System) node in the navigation tree on the
left-hand side.
c) Double-click XIF-SYSTEM. On the right-hand side, you find detailed information

about the partner profiles (inbound and outbound) of the logical system XIF-
SYSTEM.
6. Are outbound parameters defined?

a) Double-click the message type CRMXIF_PARTNER_SAVE_M in the outbound
profile of the logical system XIF-SYSTEM.
b) You find the receiver port XIF-PORT and the IDoc type
CRMXIF_PARTNER_SAVE_M01 on the Outbound Options tab page. So, for
logical system XIF-SYSTEM, outbound parameters are defined.

.
Task 2
Create a site of the External Interface for IDocs type.
1. Start the administration console and create a new site with the name CR500-##.
a) Execute transaction SMOEAC.
b) To create a new site, choose Sites as the object type and choose the Create
Object pushbutton (F6).
c) Enter the name CR500-## and a description, and choose the site Type as
External Interface for IDocs.
d) For site attributes, choose the Site Attributes pushbutton and select EDI partner
number as XIF-SYSTEM and EDI partner type as LS.
e) Save your site.


.
2. Assign the subscription All Business Partners (MESG) to the new site.
a) Choose DisplayChange and choose the Assign pushbutton on the
Subscriptions tab page (only visible in change mode: F9).
b) Select subscription All Business Partners (MESG).
c) Save your subscription.
Task 3
1. Assign the site to an interface type.

a) Display the Display View Assign Site and BDoc Type to Interface Types:
Overview screen using transaction CRMXIF_C1.
b) Choose DisplayChange and then choose the New Entries pushbutton.


.
c) Enter the following information:
Field Value
Site Name CR500-##
BDoc Type BUPA_MAIN
Interface Type CRMXIF_PARTNER_SAVE
Site Type XIF_IDOC
d) Save your changes.
Task 4
1. Change the P.O. Box number in the address data of your business partner
##XChange Corp. in the SAP CRM system.

.
a) Execute transaction BP.
b) On the Find tab page, choose the Start pushbutton.
c) On the Change Organization: 100291 screen, choose the PO Box field and then
choose DisplayChange . Enter 123 in the PO Box field.
d) Save your changes.
Task 5
1. Check the receivers of the messaging Bdoc.

a) Execute transaction SMW01. Alternatively, choose
MiddlewareMonitoringMessage FlowDisplay Bdoc Messages.

.
b) On the Display BDoc Messages screen, choose the Execute pushbutton and
identify the BDoc with your business partners data.
c) On the Display BDoc Messages screen, under BDoc Message Instance, enter
BUPA_MAIN in the BDoc Type (Generation Name) field.
d) Choose the Execute pushbutton. Select an error status and choose the
Receivers pushbutton.
e) View the error messages for the error status. You will find a new receiver of site
type XIF_IDOC.
Task 6
1. Check the created IDoc.

a) Execute transaction BD87.

.
b) On the IDoc Number (1) screen, enter 30 in IDoc Status and choose Enter.
c) On the Select IDocs screen, enter 30 as Status and choose Enter.
d) Double-click CRMXIF_PARTNER_SAVE_M in the Message Type field.
e) Choose the Execute pushbutton and choose Message Type is equal to

CRMXIF_PARTNER_SAVE_M in the dialog tree on the left-hand side.
f) Choose Display IDocs to analyze the IDoc further.

TCRM20
Summary
Analyze the XIF adapter

TCRM20 Unit 11
"An IDoc transfer is quicker in comparison to an XML document

because the IDoc document contains no metadata information.
"
TCRM20 Unit 11
"An IDoc transfer is quicker in comparison to an XML document

because the IDoc document contains no metadata information.
"
False
TCRM20 Unit 11
"In inbound transactions, incoming messages in XML or IDoc

format are received by the External Interface adapter through
the web services SOAP or ALE. "
TCRM20 Unit 11
"In inbound transactions, incoming messages in XML or IDoc

format are received by the External Interface adapter through
the web services SOAP or ALE. "
True
TCRM20 Unit 11
"The External Interface adapter provides services in the CRM

server messaging flow. "
TCRM20 Unit 11
"The External Interface adapter provides services in the CRM

server messaging flow. "
True
TCRM20 Unit 11
Which of the following transactions is used to define a Remote Function Call destination for outbound
processing?
A. Transaction SM59: TCP/IP connection
B. Transaction SM59: HTTP connections to external systems
C. Transaction WE21: Transactional RFC or file

TCRM20 Unit 11
Which of the following transactions is used to define a Remote Function Call destination for outbound
processing?
A. Transaction SM59: TCP/IP connection

Unit 12: Data Exchange with BW Systems
Lesson 1: Exchanging Data with SAP NetWeaver BW Systems

Lesson 1: Exchanging Data with SAP NetWeaver BW Systems
Lesson Objectives
Exchange data with SAP NetWeaver BW systems

TCRM20 Figure 197: Landscape for Delta Extraction Unit 12 Lesson 1
TCRM20 Figure 198: SAP CRM Extraction Framework Unit 12 Lesson 1
Delta Processing
TCRM20 Figure 199: BW Adapter Basic Function Unit 12 Lesson 1
TCRM20 Figure 200: BW Adapter as a Part of the Unit 12 Lesson 1
Messaging Flow
TCRM20 Figure 201: BW Adapter and its Metadata Unit 12 Lesson 1
TCRM20 Figure 202: SAP NetWeaver BW Delta Queue Unit 12 Lesson 1
Versus the Outbound Queue
TCRM20 Figure 203: Basic Project Tasks and Unit 12 Lesson 1
Responsibilities
Exercise 33: Analyze the SAP NetWeaver BW Adapter

.
Business Example
Your company is using SAP NetWeaver BW for CRM reporting. You have been asked to
help the SAP NetWeaver BW team to extract data. Because some of the data sources for
SAP NetWeaver BW from SAP CRM use the BW Adapter rather than simple table or view
reads, you need to better understand the functions of this adapter as a part of CRM
Middleware.
Examine the functional purpose of the BW Adapter, review the metadata of the BW
Adapter, and analyze the difference between transactions RSA7 and SMQ1.
Task 1
In the SAP CRM system, verify that the SAP NetWeaver BW team has installed business
content related to activities, and that the metadata for the BW Adapter for the data source
0CRM_SALES_ACT_1 is active.
Exercise 33: Analyze the SAP NetWeaver BW Adapter

.
1. Verify that the metadata for the BW Adapter for the data source
Task 2
1. Review the mapping logic from the fields on the BDoc to the fields required by the
SAP NetWeaver BW team as a part the SAP NetWeaver BW data source
0CRM_SALES_ACT_1.
Task 3
Review the data in the outbound queue. Use the SAP NetWeaver BW-specific transaction
RSA7 to do so.
1. Review the data in the outbound queue.

Solution 33: Analyze the SAP NetWeaver BW Adapter

.
Business Example
Your company is using SAP NetWeaver BW for CRM reporting. You have been asked to
help the SAP NetWeaver BW team to extract data. Because some of the data sources for
SAP NetWeaver BW from SAP CRM use the BW Adapter rather than simple table or view
reads, you need to better understand the functions of this adapter as a part of CRM
Middleware.
Examine the functional purpose of the BW Adapter, review the metadata of the BW
Adapter, and analyze the difference between transactions RSA7 and SMQ1.
Task 1
In the SAP CRM system, verify that the SAP NetWeaver BW team has installed business
content related to activities, and that the metadata for the BW Adapter for the data source

.
1. Verify that the metadata for the BW Adapter for the data source
a) Execute transaction BWA5.
b) On the BW Adapter: Version Management: Metadata screen, locate

0CRM_SALES_ACT_1 in the table. Verify that its Active checkbox is checked.
Task 2
1. Review the mapping logic from the fields on the BDoc to the fields required by the
SAP NetWeaver BW team as a part the SAP NetWeaver BW data source
0CRM_SALES_ACT_1.
a) Execute transaction BWA1.

.
b) On the BW Adapter: Maintain DataSource screen, enter 0CRM_SALES_ACT_1 in
the DataSource field and choose the Display pushbutton.
c) On the MetaData tab page, check if BUS_TRANSACTION_MESSAGE is in the

BDoc field.
d) On the Mapping tab page, analyze the mapping of BDoc to the extract structure
field.
Task 3
Review the data in the outbound queue. Use the SAP NetWeaver BW-specific transaction
RSA7 to do so.
1. Review the data in the outbound queue.

a) Execute transaction RSA7.

.
b) On the BW Delta Queue Maintenance screen, choose 0CRM_SALES_ACT_1 from
the table and choose the Display data entries pushbutton.
c) On the Display data entries screen, choose the Execute pushbutton and review
the outbound queue.
d) Optional: Execute transaction SMQ1. On the qRFC Monitor (Outbound Queue)

screen, choose 0CRM_SALES_ACT_1 in the Queue Name field.
TCRM20
Summary
Exchange data with SAP NetWeaver BW systems

TCRM20 Unit 12
"As concerns the outbound queue, the main difference between

SAP ERP and SAP NetWeaver BW is that the queue demon does
not process the SAP NetWeaver BW queues automatically."
TCRM20 Unit 12
"As concerns the outbound queue, the main difference between

SAP ERP and SAP NetWeaver BW is that the queue demon does
not process the SAP NetWeaver BW queues automatically."
True
TCRM20 Unit 12
In the case of SAP CRM, what does the business content consist of for BDoc mapping?
A. SAP NetWeaver BW queries
B. Cubes
C. Data sources
D. The BW Adapter objects

TCRM20 Unit 12
In the case of SAP CRM, what does the business content consist of for BDoc mapping?
D. The BW Adapter objects

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TCRM20

Unit 1: SAP CRM Introduction

Unit 2: Transaction Processing

Unit 3: Activity Management

Unit 4: Partner Determination

Unit 5: Action Processing

Unit 6: Introduction to CRM Pricing

Unit 7: CRM Billing

Unit 8: Solution Overview

Unit 9: Data Exchange with the SAP ERP Back-End System

Unit 10: CRM Middleware Operations

Unit 12: Data Exchange with BW Systems

Lesson 1: SAP CRM Introduction

Lesson 1: SAP CRM Introduction

Describe the SAP CRM Application

Exercise 1: Log On to the SAP CRM System and Personalize

Exercise 1: Log On to the SAP CRM System and Personalize

Solution 1: Log On to the SAP CRM System and Personalize

c) Transaction code: SPRO

Solution 1: Log On to the SAP CRM System and Personalize

b) Transaction code: WUI

b) Enter the relevant data (user/password/language).

c) Choose Sales Professional in the selection screen that is displayed.

Solution 1: Log On to the SAP CRM System and Personalize

b) Choose Personalize Layout.

c) Skin: Signature Design.

d) Save your entries.

b) Choose Personalize Navigation Bar.

Solution 1: Log On to the SAP CRM System and Personalize

Show keys in dropdown lists

Exercise 2: Use the WebClient UI Application Quotation

1. Search for open quotations for your customer Media Store.

3. Save the search pattern and name it ##QSearch.

Solution 2: Use the WebClient UI Application Quotation

1. Search for open quotations for your customer Media Store.

b) Sold-To Party: Media Store

Solution 2: Use the WebClient UI Application Quotation

b) Save your entries.

3. Save the search pattern and name it ##QSearch.

b) Save your entries.

Solution 2: Use the WebClient UI Application Quotation

c) Move the Attachments assignment block to the list of displayed assignment

d) Save your entries.

Solution 2: Use the WebClient UI Application Quotation

g) Save your entries.

Describe the SAP CRM Application

Lesson 1: Structuring SAP CRM Business Transactions

Lesson 2: Configuring CRM Business Transactions

Lesson 3: Configuring Basic Transaction Functions

Lesson 1: Structuring SAP CRM Business Transactions

Analyze SAP CRM business transactions

Exercise 3: Analyze an SAP CRM Business Transaction

1. CRM business transactions always contain at least one product.

Exercise 3: Analyze an SAP CRM Business Transaction

Solution 3: Analyze an SAP CRM Business Transaction

1. CRM business transactions always contain at least one product.

Solution 3: Analyze an SAP CRM Business Transaction

Analyze SAP CRM business transactions

Lesson 2: Configuring CRM Business Transactions

Configure transactions types

Configure item categories

Configure item category determination

Configure copying control