Basics of SAP CRM

Hi All
My name is Vish 24 Indian i am currently working as Test Engineer in UK. I am actually a Hotel Management Graduate since last one year working within the IT industry. I am really interested in expertizing SAP CRM module...
I am unable to make my mind as to where shall i start the whole preparations, I shall be very thank full if any of your expertise comes to my help.
any suggestion by any one of you will be highly appreciated.
Please mail me you suggestions to [email protected]

Hi Visawanth,
Good..to See you to be interested to do Careers in CRM...!!!
Well, you might be aware that there two roles in maximum of the Companys in SAP implemenation project
1. Technical [Devlopers/ABAP]and
2. Functional-CRM
Decide which to go ? techno - functional is good one? think
IF needs to More information SAP CRM module , then Go through following Threads On SDN,
1. Thread: Links to CRM Documentation and
2. Brainstorming Discussion - Links to CRM Documentation
Hope it will helps you
Lots of best wishes to your career...!!
Regards,
Arjun.
<b>Reward points if helps</b>

Similar Messages

Is SAP CRM , Business Object based ?

Hi all
   I am really New to the raw SAP CRM.
   I am working on SAP CRM SALES(Contract Mgmt) space.
   Could you please help me in TECHNICAL understanding of the basics of SAP CRM on Sales area?
Many Thanks
Jack

Hi Jack,
Look at <b>Brainstorming Discussion</b> - Links to CRM Documentation .
Brainstorming Discussion - Links to CRM Documentation
Reward points if it is helpful
Cheers
Alfred

Hi, I'd like to know how SAP CRM has been 'tailored' for the High Education sector? Is it basically the same product than the existing CRM or a totally different syste,? Where has it been implemented? Is there an existing document/presentation about it

Hi, I'd like to know if the SAP CRM solution for High Ed is the same product thant the existing CRM solution? Or has it been 'tailored' for High Ed? If so, how? Is there existing documentation/presentation about it? Where has it been implemented?
Thanks!
Sylvie from Montreal

Ged,
whilst generally I agree with you a question (or two) for clarification so we can be sure we're not comparing apples with oranges
I'm not familiar with O2's product lineup but given you're on Annex M is that a business package?
Are you on an Infinity residential or business package?
On the subject of the offshore support teams my experience from the other sife of the fence is that many, many of them are very technically orientated. The problem is that the ISPs they work for don't give them access to many of the tools that are needed (they need to raise internal requests to even get line checks done in some cases) and also they are very heavily scripted & monitored in what they do/say on a call.
Sounds like O2 are operating as a contact centre rather than as a call centre which is much more preferable from the customers point of view.
DISCLAIMER: although I work in the industry I do not work for BT and any opinions given are purely my own.

ICI - How to display custom error messages in SAP CRM

Hello,
we are working on a custom Contact Center which interfaces with SAP CRM Version 7 with Enhancement Package over ICI.
The basic call functions like accepting, hanging up, holding and retrieving are fully implemented and are working already.
Our goal is to display error messages in the CRM so that clients know there is something wrong, for example why he can't be log in successfully (e.g. the telephony server isn't reachable).
We already found the ICI Documentation file which provides us the CRM SOAP error codes and tried to send SOAP Fault messages, but never got
them to screen.
Please find an attached example screenshot what we mean exactly, reproduced by trying to make a call with CRM user while BCM CDT isn't
running in the background.
Regarding to this topic we've the following questions:
- Is it possible to display custom error messages on the CRM or is this functionality limited to SAP?
- Could you provide us some further information on how to use this feature exactly (implementation details?) and how the SOAP XML should look like to get it work?
Thank you in advance!
Best regards
René Holy

NewUser7 wrote:
Please correct me if I am wrong
I need to create an entity adapter and attach an error handler with the adapter? or can i handle that in the event handler itself. I coulnt find any api for handling errorsYou can do it both ways but since we are talking about event handler now, then in 9.x you need to extend com.thortech.xl.client.events.tcBaseEvent class for creating a event handler. In tcBaseEvent class there are various flavors of handleError method. So use that as per my note earlier and you should be good.
HTH

SAP CRM - no confidence in UI by SAP?

After reading this blog and looking at the article attached to the blog. I had an interesting question:
Can Rich Internet Applications finally be accepted as a credible application development platform for SAP?
Does SAP have any confidence in its own CRM software? Right now SAP is touting how easy to use the new version of SAP CRM is, and yet this article implies they don't use their own product's user interface.
Now I know the eSOA mantra says this shouldn't matter, but I would say this is one of those cases where it doesn't. If the vendor won't/can't use their own CRM software because the UI is too ugly/clumsy or other reason, why should I as a customer.
As a customer I don't want to purchase a CRM software and then have to purchase a better UI to go on top of the software. I might as well spend the money on software that might have a better UI perceived by my sales folks(think siebel, salesforce.com, sugarcm, etc), and spend those dollars on integration instead. It's a lot cheaper to do integration work, than completely rewrite the UI to meet my users needs.
I'm also wondering why SAP would even send this message by displaying this article on SDN? I'm sure if the guys at oracle saw this article, we would see a press release from that says something of the like:
"Even SAP acknowledges, that SAP CRM is too difficult to use".
I bring this up because we are selling use of SAP CRM 2007 in house right now, and it makes it harder for me to sell the solution to my business users, if there are conflicting messages on the market.
Take care,
Stephen

> Wow, you almost have the "nightmare" scenario when it comes to maintenance. I just have to ask what functional areas (high level) did you implement? Was it the marketing module?
I can tell you...
We were using Mobiles Sales with activities, campaigns, sales documents and master data and we switched that to CRM 2005 and Portal (+ adding BI reporting functionality with BI-CRM content). For the Java part there's enough said (by me) already, I won't start again with that (mess). The CRM looked pretty well at first sight but devil's in the detail.
> The marketing module in CRM 40 was so unstable on SP08 that basically we ditched the application and wrote something custom in the SAP GUI instead. Any t-code that had over 400 related notes(segment builder) is just a nightmare not to mention just plain bugs in the PCUI that we weren't willing to wait a month for fixes.
Well.. people have always be VERY helpful, especially the guys and girls in India were doing a very good job at fixing bugs - once the communication was done via email and not via phone...;) But you're right - it's taking sometimes too much time to get a fix and yet-another-note.
> I still think the SAP GUI sometimes beats the web based interfaces, once you learn how to use it. The problem was that everyone got obessed with zero-client installations and forgot about the benefits of "specialized" clients. Now everyone is basically trying to make a web browser work like a desktop client, which puts you back full circle.
Everyone THINKS it's zero installation but in fact you have to configure proxy exceptions, add/install certificates, enable/disable Javascript things, add trusted sites, (re-)configure firewalls on Laptops, delete browser caches, install SVG viewer and other "plugins", install and maintain security fixes for the browser etc. etc. and this on a distributed environment where our sales reps are spread over the whole world in different time zones. So the "zero-installation" is nothing but marketing flowery because the maintenance you needed to put into Mobile Sales is now needed for the browser - nice antagonism
> In would have been interesting to see how well SAP would have fared if they had made the mistake of making the original R/3 application 2-tier instead of a 3-tier client/server.
It's been like that @ R/2 times and I must tell you I loved the green screens (http://www.sapdesignguild.org/resources/images_hist/R2-0.GIF and http://www.sapdesignguild.org/resources/images_hist/SCREENO1.GIF)
Markus

Pricing in SAP CRM 7.0 Ehp1

Hi Experts,
I have some doubts in the SAP CRM 7.0 EHP1 pricing.
1.is IPC part of sap crm or any other third party tool ?
2. How to find the IPC user exit in the sap crm system.
3. ERP (R/3 version is 3.1)is the backend system and already they implemented the pricing conditionS in SD. I know we can dodwnload the pricing conditions from ERP to SD Using midldleware.after downloading the pricing condition where i have to write the code?
4. JAVA knowledge is required or not for writing the Pricing conditions.(I know only basic java coding and good in abap )
Please help me.
Thanks,
Venkat

Hi Venkat,
There's good blog about pricing in SAP CRM 7.0 EHP1 : /people/srini.katta3/blog/2011/04/19/faster-and-powerful-pricing-engine-delivered-with-sap-crm-70-ehp1
and also take a look at SAP Note Note 809820 - Userexit concept for pricing
There you can download guide about how to develop user exit Pricing in CRM
Hope it's help,
Lina
Edited by: Linawati Lie on Sep 5, 2011 10:51 AM

SAP CRM 7.0 Webclient - Product Identification (IBase or IObject)

Dear SAP IC-Experts ,
I am new in the configuration of the SAP Interaction Center (SAP CRM 7.0) and have a process orientated question.
In my proyect the company is producing bathroom products which are installed in hotels, private homes, etc.. They sell their products via partner so they in most cases dont know where there products are installed until the end-user calls when they have a service problem. In the Interaction Center I have seen the Account and Product-identification Workcenter Page.
1. My first question is do I have to use IBase or IObjects to save the proyects in the Database? If I understood correctly IObjects can only be used if I have a serial-number for example which are used for cars or laptops to be able to uniquely identifie a product. As Bathroom products does not have this this kind of identification number to identify a single object I have to use IBase right? Additionaly I the company sells for example 30 times a shower cabine to a hotel I can not use IObject too because there is installed 30 times the same product in different floors and hotel rooms. This leads me to the conclusion that we have to use IBase which leads my directly to the second question
2. When using IObjects there is a Create-Button to create a new IOBject but this create button does not exists for a IBase in the View. When the end-user is calling me can I create in a very short time the installed base (IBase)? I hope I could make myself clear?
Basically I need to know if using IBase or IObjects for bathroom products and if using IBase how can I create it quickly as an IC Agent when the client is calling?
Best Regards
Oliver

Hello Oliver,
Yes, you are correct. The IObject (individual object) is intended primarily for consumer-facing scenarios involving serialized registered products. For a B2B scenario where a company has a footprint of installed products (whether it be HVAC equipment, plumbing systems, faucets, etc.) it is probably preferrably to use the Installed Base object to model the installation.
As you noticed, there is no native possibility to directly create new Installed Base hierachies from inside the Interaction Center directly (though there is an option for IObjects). The rationale here is that while a contact center agent would often register a new consumer product, they probably would not usually create new Installed Base hierarchies; rather this is something that, like creation of service contracts for example, is typically done by a Service Professional using the ServicePro role. However, you can always add a link to your IC menu to launch the ServicePro screen for IBase maintenance/creation in order to allow the agent to create or maintain the IBase hierarchy. A little cumbersom of course, but definitely a possible workaround.
Warm regards,
John

How to use ale/idocs in sap crm to transfer master and transactional data

hi all,
I am working on sap crm7.0 ehp1. I want to transfer my master and transactional data from crm development system to crm quality system here through idocs. I am aware of basic ale settings and successfully transfe the ztable data through idocs. But i am not able to find any proper step by step procedure for maste and transactional data in sap crm. Also sap ecc tcode NACE is not available here.
pls help..
regards,
kavita chaudhary

Kavita,
In CRM, Exchange Interface (XIF) ALE/IDOC is available to transfer master and transaction data. You can go through the following link for set up.
Basic Data exchange set up for ALE IDocs - Wiki - SCN Wiki
You can extend the standard XIF IDOCs using Transaction BDFg as well.
Thanks,
Ravi

SAP CRM Free goods determination

Hi Experts,
I am working on SAP CRM Free goods . Basically i have a Scenario where i want to give Quantity based Discounts ,
in which if a Customer purchases a goods of 3 quantity i want him to give 1 qty as Free good thru the sales order .
The free good may be either Same product or Different product, Can you pls help me where to maintain these
Free goods mapping in SAP CRM so that when i enter the Main item automatically the Free good should pick up automatically.
Can any body pls help me on these configuration .Psl provide if you have any documents or links .
Is it possible to down load free goods determination from ECC to CRM, If yes, plz provide the config settings for the same.
Thanks in advance
Nagaraju

Hi Nagaraja,
Please find my below answers to your questions
1. How the Free goods Determination will Happen while Creating sales order in CRM, & Can you pls tell me the Config Settings required to be done in CRM after downloading the Load Objects from ECC ,
There will be a free good determination procedure assigned . You can see this in spro CRM->Basic Functions->Free Goods->Set Up Free Goods
2. Where the Free goods determination data will get Store in CRM after the Download .
The table in CRM is /1CN/CCFSAP010
3. We have a Scenario where if Customer Purchases a 3 QTY of Products we have to give a 50% Discount on 4th Product .
the 4th Product may be the same product or Disfferent product .Is this Scenario possible in CRM ?
I need check about this scenario , if this is possible in ECC then surely it will work in CRM also.
Thanks and Regards
Shanto Aloor

Need some help in SAP CRM ISA.

hi ,
I am very new to the SAP CRM ISA environment .So please suggest me some documents ,books name etc.
To develope ISA applications what java skills we should have.
Please help me ...
Thanks in advance to all of you..
With regards
shanto aloor

Hello Shanto,
You need a couple of months of time to attend the following courses and couple of more years for really working in few projects to understand Well that is for people like me.
CR010 - CRM Basics,
CR100 - CRM Overview,
CR300 - CRM Sales,
CR800 - E-Commerce with CRM and
CR850 - E-Commerce with R/3
Okay, for the programming skills, you need very good Java / Web Application development experience. The application (ISA) is a simple Java based Web application (not a J2EE application) built on Struts framework. So, a good knowledge / experience of Struts is a big plus.
The [E-Commerce Enhancement / modification guide|https://websmp210.sap-ag.de/sapdownload/011000358700000469462006E/] is THE reference for ISA enhancements. I can not emphasize more on this. Every page, sentence is a must read in this document. This next document has [Examples and Tutorials |http://service.sap.com/sapdownload/011000358700006120622006E/]that go with the first document.
It is also good to have ABAP development and debugging knowledge to do good development. Basic understanding of the request - response cycle - the Java to ABAP integration are all good topics to focus and learn.
You must also know the Java development process in the NetWeaver (NW). You need to know the concepts of NW Development Infrastructure (NWDI). The enhancement guide has some information relevant to ISA development.
If you really go through the enhancement guide thoroughly, you will know what more you should know!
Easwar Ram
http://www.parxlns.com

How to update marketing attributes in sap crm 7.0

hi sap gurus,
I want to understand how to update the marketing attributes in sap crm, basically I want the logic to update the marketing attributes in the system. which tables I should verify & then I need to write an abap program to update/modify the marketing attributes.I know the beginning validations, the bu_group =zul1-outlet master from but000 table , after that I am stuck up with the logic. I know the field which I need to update: in table cabnt, atinn field.
Edited by: packframe2585 on Feb 23, 2012 7:47 AM

Hi,
i´m using FM CRM_MKTBP_MAINTAIN_OW. But this is also not very good from a performance point of view.
Kind regards
Manfred

What is the difference in SAP CRM and SAP R/3

Hi Experts,
I am new to the CRMs system. Please clarify the following points.
what is the difference between SAP CRM system and SAP R/3?
In SAP R/3 contains the different module like SD , FI, MM, HR... Like that in SAP CRM also have different modules.?
How diffrent SAP CRM from SAP R/3?..
How to know the Basics of the CRM?
The ABAPers which are doing the coding in SAP R/3 is ok to for doing the coding in SAP CRM also. or any difference is there?
Please clarify
Regards

Hi
SAP R/3 is the core ERP package software with various modules integrated like SD,MM,PP,FICO to automate the business process in the organisations and companies and to increase the productivity by automating the manual processes and SAP CRM is New dimentional module of SAP to focus on the Customer relations and customer centric information from all angels at 360 degrees for marketing sales and service areas with different channels like internet sales interaction center and field sales (mobile sales)
Refer to the link below for CRM
http://help.sap.com/saphelp_crm50/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm
http://help.sap.com/bp_crmv250/CRM_DE/index.htm
Reward points if helpful
Dinaker vikas

How to achieve Number Ranges in third party CRM tool and in SAP CRM

Hello Guru's,
My business requirement is I have to create LEAD from third party CRM tool to SAP CRM and vice versa i want to maintain number ranges for created lead in both side.
How can I achieve this please provide me your valuable suggestions and document.
Thank's In Advance

Hi,
In SAP IMG screen maintain the external number range in CRM through the below path.
CRM-Transactions-basic setting-Define Number range.
Also maintain the same number range for lead in the third party crm.
Regards,
Ashish

Difference between SAP CRM Security and SAP ECC 6.0 security

Hi
I have extensively worked on SAP ECC security but haven't have chance to work on CRM Security.
Can anyone please let me know the difference between CRM security compared to ECC security.
Thanks...

I am sorry to say, but instead of giving the guy a decent answer you are starting a fight or discussion about stupid forum points...
really sad.....
The big difference between SAP ECC and SAP CRM Security (up to release 5.0) was the following:
1) For sure there are very different transaction codes in SAP CRM as compared to SAP ECC in the first place
2) If you are familiar with R/3 or ECC authorizations; then you know that already on transaction code level, the 'allowed activity' is controlled on tcode level , whereas in SAP CRM , in most cases the 'allowed activity is not controlled by the Transaction code, but on authorization object level....
E.g. transaction code BP allows you to create/change/display any type of Business Partner (e.g; sold-to/ship-to/contact person/employee/customer) which is based on the business partner ROLE concept.... anyway...you can control the allowed activity based on different authorization objects.....
another example is business transaction processing...which can be launched by:
a very generic transaction code: CRMD_ORDER
transaction category related transaction codes :e.g.
> CRMD_BUS2000126 for activity management
> CRMD_BUS200115 for Sales processes
Again...allowed activity is not controlled by the tcode, but on authorization object level...
3) As of the new WEBCLIENT UI (which is valid as of release CRM2006s/CRM2007/CRM7.0) SAP also invented an extra authorization layer, which is UI COMPONENT LEVEL and logical links.... controlled by object UIU_COMP.
However, they also introduced the BUSINESS ROLE Concept (e.g; SALESPRO/MARKETINGPRO/...) which defines actually the functionalities, navigation bar, screen configuration, logical links you can use/see within the new WEBclient UI.
Another thing is that instead of using TRANSACTION CODES, as of these new releases, you are actually using 'external services'....so you do not authorize on tcodes basically....but the logic between tcodes and external services in relation to the authorization objects that are checked is more or less the same....
STANDARD authorization setup in the new WEBUI client is therefore controlled by both backend authorizations (not UIU component related) and the UIU_COMP (restricting access to workcenters/logical links/...)
4) Additionally SAP also provides a concept called ACE (which stand for ACCES CONTROL ENGINE)....
This requires a bit of customizing...and the rest is more or less pure customer development, as you will create your own methods where you'll define a logic which dynamically will verify what kind of access you have for an object....
You should now that ACE is actually implemented on top of your 'normal' sap crm security setup....
cheers
Davy Pelssers

Date determination in sap crm 7.0

Hi experts,
Date determination in sap crm 7.0 .
Please explsin the concepts.
how is it relevant to Business.Transaction.
Thanks in advance
Prajith P

Hi Prajith,
Date profile can be assigned in Transaction type or Item Category.Depending upon type of dates required you can configure dates specific to meet customer business requirements.
Path: SAP Customizing Implementation Guide>Customer Relationship Management>Basic Functions>Date Management>
a. Define Date Types, Duration Types and Date Rules
b. Define Date Profile
c. Assign Date Profile to Transaction Type
d. Assign Date Profile to Item Category
Steps are as:
1. Define Define Date Types, Duration Types and Date Rules : You can use predefined date types, duration types & date rules If you require some extra you can configure it here.
2.Define Date Profile: Here take reference object as System or user.Assign Date Rules, then date types which you configured in above step.1
In date Type assign date rules.
3.Assign Date Profile to Transaction Type or Item Category: Here assign above Date profile to a transaction type or Item Category.
Regards,
Rajendra Sonawane

Basics of SAP CRM

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