SAP CRM (Customer Relationship Management) is a software tool provided by SAP to support end to end customer related supports. It handles various activities like invoicing, delivery, decision making, accounts receivable and so on.
In SAP CRM, the Master Data is basic data about your customer which can be shared amongst different modules.
The standard transaction type for quotation is AG, and the item category is AGN.
As the name indicates partner function describes the organization and people with whom the business is done, which includes any kind of business transaction. Partner function includes information like
• Sold to party
• Ship to party
• Bill to party
“Actions” in SAP CRM are a way to add functionality to objects. For example, to send quotation to the customers from the quotation document, you can use Actions. Another use of actions is, for instance, creating in follow on document.
Some of the standard transaction types for sales are
• LEAD- lead
• AG- Quotation
• OPSM- Sales Methodology
• TA- Tele Sales, etc.
The navigational bar in SAP CRM has two level menu structures. The top level menus are referred as work centers, and these work centers contain logical links that point to the actual CRM application. Below the two-level menu system, there is a set of logical links which enables the CRM user to directly create the CRM business object. These links are referred as direct links. Logical link allows navigation to different pages.
The enhanced version allows for multiple assignments of a single object. As an example, in R3, a sales group can be assigned to multiple sales offices. In the standard organization model, this is not possible. As SAP’s CRM product has evolved, it has become more compatible with the R3 product. Before CRM 4.0, it was not possible to assign an organization object to more than one organizational object. This was a problem for many SAP customers because in R/3, it is possible. So in 4.0 and after, SAP introduced the ability to handle multiple assignments and a program to convert the org model to this structure. So if your client has R/3 organization model that involves multiple assignments, you will need the enhanced version.
The enterprise portal is a Portal which allows people to have a single point of access to different applications, tools, and other information sources. For example, it is possible to have via single sign on the SAP EP (enterprise portal) access to CRM processes like marketing and campaign management, service processes , but at the same time access to BW reports and or queries, and database access to non SAP database related data. Integration in the SAP portal for CRM is via I-Views. It is called People Centric CRM and the screens that you integrate in the portal are PCUI screens. Another thing is BSP developments (BSP applications like the IC Webclient – via Transaction code SE80 you can look up the BSP application CRM_IC, which is the IC Webclient BSP Application for the IC Webclient) that can be integrated in the SAP Portal. SAP delivers those working assets in the form of Portal Roles, like for example CALL Center Agent, or Marketing Manager. Every role gives access to specific work sets which give access to specific Iviews or screens.
BDOC or business documents consist of all data’s or information used by CRM middleware to transfer or exchange data with mobile clients.
The BDOC classes or types are
• Messaging BDocs
• Synchronization BDocs
• Mobile Application BDocs