PRECONFIGURED SCENARIOS

Preconfigured scenarios are like business scenarios templates for key areas of CRM – Marketing, Sales, Service and Analytics. These scenarios illustrate the typical business process in each area. Some of the Preconfigured scenarios are:

For details and downloads goto – http://help.sap.com/bp_crmv12007/CRM_DE/HTML/index.htm. Choose the Preconfigured scenarios under Business Information on the left menu

Sales

C62 – Activity Management

The Activity Management scenario supports the sales and service process in all phases and provides information about all activities carried out to serve the customer. The purpose of this document is to describe an activity management scenario that supports a sales process with various types of activities and tasks.

C66 – Account & Contact Management

The Account and Contact Management scenario supports the sales process and shows how to create and change accounts and contacts, what options are available and which functions can be used.

C63 – Opportunity Management

The Opportunity Management  scenario creates a framework for pursuing sales projects from the start, and as they progress, and provides the basis for a target-oriented analysis and optimization of your sales processes.

C67 – Pipeline Performance Management

The Pipeline Performance Management  scenario helps sales managers and sales representatives to analyze their sales pipeline, to identify gaps and critical opportunities. It also helps to identify and monitor opportunity changes in the pipeline. In addition, the sales managers and sales representatives can simulate what-if scenarios and immediately trigger the right actions to resolve issues and meet their targets.

C79 – Territory Management

The Territory Management  scenario enables you to structure and organize your territories according to criteria of your choice. You do this using the territory hierarchy.

C82 – Interaction Center Sales

The scenario shows how the agent processes a call list as a basis for outbound phone calls to selected customers in order to offer them certain products. During the conversation the agent is guided by an interactive script.
The whole scenario takes place in the Web-based environment for the Interaction Center.

C39 – Lean Campaign Management

The Lean Campaign Management scenario describes the planning, execution and analysis of a marketing campaign, for example in connection with a product presentation event.

 

C69 – Service Order Management

The process starts with the creation and printout of a service quotation and goes on with the appropriate service request related steps like creation, planning and dispatching, confirmation, completion, billing (via ERP backend system), invoice printout, and service evaluation.

 

C38 – Complaints and Returns Management

The SAP Best Practices scenario Complaints and Returns Management  illustrates the entire process flow from creation of a customer’s complaint in the system, inbound delivery of a defective product to the creation of a credit memo for the customer.

CRM BUILDING BLOCKS

The following table shows some of the building blocks and their functionality available for SAP Best Practices for CRM – V1.2007.

For the complete list; click – http://help.sap.com/bp_crmv12007/CRM_DE/HTML/index.htm. Choose Technical Information of the left menu

BUILDING BLOCK NAME	DESCRIPTION
B01: CRM Generation	The building block CRM Generation  describes the activities to generate all necessary runtime objects for SAP CRM. This building block is a prerequisite for the installation of all CRM scenarios delivered by SAP Best Practices for CRM.
C71: CRM Connectivity	Connectivity refers to the interface, transfer of data, and configuration settings between the different components of SAP Business Suite. This building block describes the activities that are necessary to connect the various components of an SAP CRM system landscape. This building block is the prerequisite for the installation of all business scenarios delivered by SAP Best Practices for CRM.
B09: CRM Customizing Replication	The building block CRM Customizing Replication  contains the configuration steps that are essential to perform the necessary activities to replicate data from the ERP system to the CRM system and vice versa. This building block is a prerequisite for the installation of all CRM scenarios delivered by SAP Best Practices for CRM.
C01: CRM Organizational Model	Organizational Management in CRM offers you a flexible tool for handling your company’s task-related, functional organizational structure as a current organizational model. You can maintain the company structure including the positions and employees in an application and assign specific data (attributes) to the organizational units. The organization model will be especially used for organizational data determination within the CRM scenarios for marketing and sales. Compared to ERP, the use of the organizational model in CRM is more comprehensive, flexible and dynamic. A synchronization of the organizational structure for sales in ERP and CRM is possible via mapping of organizational units. This is a prerequisite for integration of master data and transactional data between ERP and CRM. The building block CRM Organizational Model  describes the setup of a sample organizational structure which is the basis for all SAP Best Practices scenarios.
C03: CRM Master and Transaction Data Replication	The building block CRM Master and Transaction Data Replication  contains the configuration steps that are essential to perform the necessary activities to replicate data from the ERP system to the CRM system and vice versa. This building block is a prerequisite for the installation of all CRM scenarios delivered by SAP Best Practices for CRM. This building block is not required if you run CRM in a standalone mode, that is without an ERP back-end system.
C11: CRM Marketing Master Data	The building block CRM Marketing Master Data  provides the master data that is relevant for the CRM Marketing scenarios.
C23: CRM Basic Sales	The building block CRM Basic Sales  contains central sales-specific configuration of those process steps that are relevant for all sales scenarios.
C36: CRM Account and Contact Management	The building block CRM Account and Contact Management contains the configuration of those steps that are essential to perform the specific process steps of the Account and Contact Management scenario.
C32: CRM Opportunity Management	The building block CRM Opportunity Management  contains the configuration of those steps that are essential to perform the specific process steps of the Opportunity Management  scenario.
C26: CRM Service	The building block CRM Service  contains the configuration of those steps that are essential to perform the service-specific process steps concerning all service scenarios of SAP Best Practices for CRM using also an ERP system as back-end system.
C41: CRM Interactive Reporting	The building block CRM Interactive Reporting  provides a simplified customer intelligence reporting framework without the need of a SAP NetWeaver BI system.