IV. DESARROLLO DE LA PROPUESTA
4.7. Principales enfermedades y control
4.7.4. Otras enfermedades
Account Management
Unit Overview
This unit gives an overview of the CRM Account application and related features and functions.
Unit Objectives
After completing this unit, you will be able to: • Explain the concept of Account Management • Explain the concept of the SAP Business Partner • Describe relationships between accounts
• Describe some additional account functions
• Describe marketing attributes, account classification and the account life cycle
• Describe account hierarchies
• Explain the data exchange for business partners
Unit Contents
Lesson: Overview of Accounts and Business Partners ... 26 Exercise 3: Account Maintenance... 37 Exercise 4: Optional Exercise: Customizing of Address Types ... 45 Lesson: Account Classification Options and Account Hierarchies ... 49 Lesson: Data Exchange with the SAP ERP System ... 58 Exercise 5: Optional Exercise: Business Partner Templates for Sales Area Data ... 63 For internal u s e by C S C only For internal u s e by C S C only
Lesson: Overview of Accounts and Business Partners
Lesson Overview
This lesson provides an overview of account management and the business partner concept.
Lesson Objectives
After completing this lesson, you will be able to: • Explain the concept of Account Management • Explain the concept of the SAP Business Partner • Describe relationships between accounts
• Describe some additional account functions
Business Example
Your enterprise has relationships with different types of business partner. For this reason, you want to learn how the concept of the business partner can help you maintain these relationships.
Figure 9: Business Partners in the Application
For internal u s e by C S C only For internal u s e by C S C only
Business partners are any parties in which your company has a business interest. You can create and manage your business partners centrally for different business transactions, and reflect the different roles they play, such as sold-to party and ship-to party. A business partner can be any of the following:
• Accounts: An account is a company, individual, or group with which you have a business relationship. An account can be, for example, a customer, prospect, vendor, or competitor. Accounts are subdivided into Corporate Accounts (companies or organizations), Individual Accounts (private individuals) and Groups (any groupings such as households).
• Contacts: A contact is a person with whom you have a business relationship, and is mostly assigned to a corporate account.
• Employees: An employee is a member of your company, and involved in the interactions between your company and customers, prospects, vendors, and other parties.
During business partner creation, the number assignment is determined by a
grouping..
When creating a business partner, internal number assignment is the default. If you want to use external number assignment instead, choose the relevant grouping and enter the external number.
You can define standard groupings in Customizing. This means that a grouping is automatically selected when you create a business partner without entering a business partner number or grouping (during internal number assignment), or when you enter a partner number but not a grouping (during external number assignment).
Path in Customizing: SAP Implementation Guide → Cross-Application
Components → SAP Business Partner → Business Partner → Basic Settings → Number Ranges and Groupings
For internal u s e by C S C only For internal u s e by C S C only
Figure 10: SAP Business Partner
Business partner is the generic term used to refer to the parties involved in your interactions with customers. This term is used primarily in technical documentation and does not generally appear on the WebClient UI.
A business partner role is used to classify a business partner in business terms. The roles you assign to a business partner reflect the functions it has and the business transactions in which it is likely to be involved. A business partner role is used for classification purposes during data exchange with SAP ERP.
The SAP Business Partner allows standardized maintenance of business partners across components.
Application-neutral data such as name, address, bank details, and payment cards, is mapped. The particular requirements for mapping organizations, groups and persons are taken into consideration.
The business partner model in the CRM system differs from that of the SAP ERP back-end system (customer master).
The business partner role (for example, contact, sold-to party or supplier) classifies the business partner according to their business function. The roles that are assigned to a business partner mirror the partner's functions and the business transactions in which they may be involved.
A business partner relationship forms the business-relevant connection between two business partners.
For internal u s e by C S C only For internal u s e by C S C only
Figure 11: Business Partner Categories
The classification of a business partner as a natural Person (for example, a private person), group or organization (legal person or part of a legal person, for example, department) is called the business partner category.
The above mentioned business partner categories are delivered with SAP CRM. Additional categories cannot be defined.
A Group specifies a shared living arrangement, a married couple, or an executive board.
The Organization represents units such as a company, a department of a company, a club, or an association.
In addition to a legal person, parts of a legal person can be mapped as a business partner. Organization is an umbrella term for mapping every kind of situation in the day-to-day business activities. Therefore, a branch or purchasing department, for example, represents just parts of a legal person.
The business partner category cannot be changed after a business partner has been created. For internal u s e by C S C only For internal u s e by C S C only
Figure 12: Business Partner Roles
The business partner role classifies the business partner according to business function. The roles that are assigned to a business partner mirror the partner's functions and the business transactions in which they may be involved.
You can assign more than one business partner role to a business partner. General information such as name, address, and bank details, only has to be entered once. All applications or industry business solutions using the SAP Business Partner function provide special business partner roles.
In customizing one can define customer-specific business partner roles.
Therefore choose SAP Customizing Implementation Guide → Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Business Partner Roles → Define BP Roles
A business partner role is assigned to a business partner role category. Depending on the business partner role category, data distribution to SAP ERP is triggered. Refer to OSS note 1257009 if role-dependent field modification (mandatory fields per business partner role) is needed in your system.
For internal u s e by C S C only For internal u s e by C S C only
Figure 13: SAP Business Partner: Relationships
A business partner relationship forms a business-relevant connection between two business partners.
Business partner relationship categories describe the business-relevant
relationship between business partners.
To show that two business partners have a particular relationship to one another, we assign them a relationship category.
By entering a start and end date, a business partner relationship can be given a time limit. So, for example, you can get an overview of the periods during which a particular company operated as a shareholder of an organization.
You can use the Business Data Toolset (BDT) to assign additional relationship categories.
To do this, use the BP relationships task menu which is called in the SAPGUI using transaction BUMR.
The relationship category describes the properties of a relationship and characterizes it with attributes.
There is a difference between a one-way business partner relationship category and a two-way business partner relationship category. In a one-way relationship category, the relationship extends from one partner to another, but not vice versa (for example, “is employee of”). An example of an two-way relationship is “is married to.”
With the business partner relationship category, you determine whether only one relationship of this category can be created (for example, “is married to”) or whether several relationships of this category can be created at the same time (for example, “is contact person of”).
For internal u s e by C S C only For internal u s e by C S C only
The business partner relationship categories available depend on the business partner category in question. When a relationship is created, the system can check whether a business partner was created in a particular role (role dependency of a relationship category).
You can maintain addresses in several parallel versions. This means that you can save addresses in the system that have different international display formats (for example, kanji and Latin letters).
Figure 14: Business Partner Relationship Category (Example)
You create a contact person relationship with the relationship category “has contact person” between a business partner having the BP category Organization, and a business partner having the BP category Person.
With SAP CRM 7.0 it is possible to have a time-dependant contact person relationship. Therefore you have to activate this feature in customizing. Choose SAP Customizing Implementation Guide → Cross-Application Components → SAP Business Partner → Activation Switch for Functions . Activate Development CRM_BUT050. For internal u s e by C S C only For internal u s e by C S C only
Figure 15: Business Partner: Address Management
SAP Business Address Services (BAS) is used for maintaining BP address data. You can maintain as many addresses as you like for each business partner. One address for each business partner is always flagged as the standard address. You can define address usages by assigning the different addresses to the relevant business processes.
The postal code, the city and the street can be validated by performing a check against the SAP regional structure. You can also use external software to validate postal data, check for duplicates, and error-tolerant searches. (For more information, see SAP Note 176559.) The following are examples of possible checks:
• Checking postal codes, cities and streets, and combinations of these for consistency. During the check, missing elements are added. For example, if you enter only the city, the postal code is added.
• When you create and change a business partner, existing BPs that are phonetically similar are displayed for comparison purposes. This prevents you from creating the same partner more than once.
You define the activities and address types you need, and specify whether several addresses can be assigned to an address type in Customizing for Cross-Application Components, by choosing SAP Customizing Implementation Guide → Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Address Determination.
The worldwide use of SAP software requires the use of many different fonts.
International address versions are an attribute of Business Address Services that
enable addresses to be printed in different fonts depending on the country. In
For internal u s e by C S C only For internal u s e by C S C only
this context, “different fonts” does not refer to country-specific features within a character set, such as umlauts in German and accents in French, but rather fonts that consist of their own character sets, e.g. Chinese, Japanese or Korean.
Figure 16: Additional Functions
Templates can be used to maintain Sales Area data.
The following sales-area-dependent data sets reference templates, which can then be assigned in business partner maintenance:
• Sales data • Shipping data • Billing data • Blocking reasons For internal u s e by C S C only For internal u s e by C S C only
When working with templates in business partner maintenance:
• The attributes of the data sets are displayed as defined in the template and cannot be changed (display mode). A text shown below the Own Data button specifies the origin of the data, indicating whether it is derived from a template assigned to the business partner, or if it is the business partner’s own data. Click Information to display technical data on the template, such as its technical name, type, and the read method
• By clicking Own Data, you can copy the data from the template to the data set. You can now overwrite the template data with your own data and save it. Any changes made subsequently to the template are therefore no longer reflected in the business partner.
• You can switch back to the referenced data by clicking Delete Own Data. Your own data has now been deleted and the template data is once again displayed.
In the first step, you define the required mini-template and enter the corresponding data. These mini-templates are independent of the sales area and cannot be used for the assignment of sales area dependent data. In the second step, you combine the sales area dependent mini-templates (without data) with the sales area independent mini-templates (with data).
IMG path: SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Templates
Buying Center
• Identifies the people involved with the business decision and the degree of their influence
• Depicts the relationship set of the people involved in the sales process • Used to enter the descriptive attributes of each person such as their opinion
on their solution or their personal value selling
You can create several buying centers for a business partner. These then form the basis for creating the corresponding data in an opportunity.
However, a buying center in the opportunity can be saved as an account buying center.
Account Fact Sheet
The fact sheet provides you with an immediate and condensed overview of information about business partners taken from several sources such as business partner master data, statistical and transaction data, derived from SAP CRM, SAP ERP, and SAP NetWeaver BI. It enables you to see quickly and easily the most important details about your key customers.
The UI component for the fact sheet is BSP_DLC_FS. Customers can adjust the layout and content of the fact sheet by creating a specific UI configuration of the view factsheet.
For internal u s e by C S C only For internal u s e by C S C only
Quick Create:
Hint: With EhP1 for SAP CRM 7.0 it is possible to create a missing
account from any object the account should be related to e.g. Activity or Opportunity without leaving the context of the current object. Only some basic data like Address- and Communication-Data is mandatory.
For internal u s e by C S C only For internal u s e by C S C only
Exercise 3: Account Maintenance
Exercise Objectives
After completing this exercise, you will be able to: • Maintain accounts in the application
• Explain the concept of business partners in the SAP CRM system
Business Example
You want to maintain business partners and business partner relationships (contacts) for your trade fair business. You familiarize yourself with the basic properties of CRM business partners.
You also analyze the integration with your ERP system and investigate the data exchange between SAP CRM and SAP ERP.
Task:
One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly.
1. Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system.
Hint: Business Role: Sales Professional
Enter the following information in the appropriate fields:
(## corresponds to your group number). Account Details
Name 1 ##Stockmann
Street/House Number Rue ##
Postal Code 750##
City Paris
Country France (Use Input Help)
Language French Use Input Help)
Transport Zone Central France (Use Input Help)
Choose ENTER to confirm the data.
2. Assign the role of Sold-To Party to your account.
Continued on next page
For internal u s e by C S C only For internal u s e by C S C only
3. Maintain the Sales Area Data in the relevant assignment block.
Using the Input Help select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank.
4. Enter shipping information.
Shipping Own data (checkbox)
Incoterms 1 Free house (Use Input help)
Delivery Priority High
Shipping Conditions Standard
5. Enter billing information.
Billing Own data (checkbox)
Customer Pricing Procedure Standard
Currency EUR (Euro)
Terms of Payment Pay immediately w/o deduction
Customer Price Group New customers
Price List Type Retail
6. Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST and tax group FULL.
Save the account and note the number:
__________________________→ Data Sheet
7. Check whether the account has been transferred to the ERP system in the
WebClient UI. Use the Identification Numbers assignment block to do this. Note: The SAP GUI has an administration transaction which can
also be used to monitor the business partner data exchange: SAP Menu → Master Data → Business Partner → Administration → Monitoring BP Data Exchange
8. Optional:
Log on to the SAP ERP system and display the customer ##Stockmann. SAP Menu → Logistics → Sales and Distribution → Master Data → Business Partner → Customer → Display → Sales and Distribution (transaction VD03)
Continued on next page
For internal u s e by C S C only For internal u s e by C S C only
9. ##Stockmann has informed you that they have an additional address for the
goods receipt. Enter the following additional address in the CRM system. Address
Street/House Number Rue ##A
Postal Code 750##
City Paris
Country FR
Address Type Goods receipt (Select this address
type from the dropdown list.) Go back and save your data.
Hint: This new address will not be transferred into the ERP
customers master!
10. Your contact in the purchasing department of the customer ##Stockmann is Michael ##Contact.
Add Michael ##Contact in account maintenance as a Contact.
Title Mr.
First Name Michael
Last Name ##Contact
Language French
Function Buyer
Department Purchasing
Go back and save your entries.
You can see the number of the contact if you choose the Edit action. to call the contact details again.
Contact ID__________________________ → Data Sheet
11. Has the contact person relationship also been created in the ERP system? Display the customer master.
For internal u s e by C S C only For internal u s e by C S C only
Solution 3: Account Maintenance
Task:
One of your trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly.
1. Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system.
Hint: Business Role: Sales Professional
Enter the following information in the appropriate fields:
(## corresponds to your group number). Account Details
Name 1 ##Stockmann
Street/House Number Rue ##
Postal Code 750##
City Paris
Country France (Use Input Help)
Language French Use Input Help)
Transport Zone Central France (Use Input Help)
Choose ENTER to confirm the data. a) Choose Account Management.
Choose Create → Corporate Account. Insert the data above and choose Enter. 2. Assign the role of Sold-To Party to your account.
a) Choose assignment block Roles. Role: Sold-To Party
3. Maintain the Sales Area Data in the relevant assignment block.
Continued on next page
For internal u s e by C S C only For internal u s e by C S C only
Using the Input Help select the sales area IDES CRM Training Company and Final customer sales. Leave the division field blank.
a) Choose the assignment block Sales Area Data. Choose New.
Sales Org. ID: Use the input help.
In the list of available sales areas, choose: IDES CRM Training
Company; Final customer sales
4. Enter shipping information.
Shipping Own data (checkbox)
Incoterms 1 Free house (Use Input help)
Delivery Priority High
Shipping Conditions Standard
a) Enter the data given in the exercise. 5. Enter billing information.
Billing Own data (checkbox)
Customer Pricing Procedure Standard
Currency EUR (Euro)
Terms of Payment Pay immediately w/o deduction
Customer Price Group New customers
Price List Type Retail
a) Enter the data given in the exercise. Choose Back.
6. Maintain the Tax Classification in the relevant assignment block. Choose country France (FR), tax type MWST and tax group FULL.
Save the account and note the number:
Continued on next page
For internal u s e by C S C only For internal u s e by C S C only
__________________________→ Data Sheet
a) Choose the assignment block Tax Classification. Choose Edit List.
Country ID: FR (use Input help) Tax Type ID: MWST
Tax Group ID: FULL Choose Save.
7. Check whether the account has been transferred to the ERP system in the
WebClient UI. Use the Identification Numbers assignment block to do this. Note: The SAP GUI has an administration transaction which can
also be used to monitor the business partner data exchange: