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Campaign Management

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Table of content

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Table of content
1 Campaign Management
1.1 General Marketing Project Management
1.1.1 Marketing Project
1.1.1.1 Authorizations in Marketing Planning and Campaign Management
1.1.1.2 General Data for Marketing Projects
1.1.1.3 Date Maintenance
1.1.1.4 Partner Assignment
1.1.1.4.1 Partner Determination in Marketing
1.1.1.5 Change History for Marketing Projects
1.1.1.6 Status Management
1.1.1.6.1 System Status Overview
1.1.1.6.2 Business Transactions
1.1.1.6.3 Notification of Marketing Project Status Changes
1.1.1.6.3.1 Determining the Recipient of Status Notifications by BAdI
1.1.1.7 Campaign Determination in SAP ECC Order Processing
1.1.1.8 Print Preview and Form Management
1.1.1.9 Purchasing Process in Marketing Projects
1.1.2 Integrated Marketing Calendar
1.1.2.1 Searches in the Calendar
1.1.2.1.1 Filter Search
1.1.2.1.2 Example: Filter Search
1.1.2.2 Working with the Calendar
1.1.2.2.1 Calendar Control Elements
1.1.2.2.2 Main and Split Calendar
1.1.2.3 Roles and Authorizations
1.1.3 Product Assignments
1.1.3.1 Partner/Product Range Checks in Marketing
1.1.3.2 Listings in Marketing
1.1.3.3 Product Group Assignment
1.1.3.4 Assigning Product Catalogs and Catalog Variants
1.1.3.5 Product Proposals
1.1.3.5.1 Top n Product Lists
1.1.3.5.1.1 Top n Product Lists and Product Proposals
1.1.3.5.1.2 Working with Top n Product Lists
1.1.3.5.2 Cross-Selling, Up-Selling, and Down-Selling
1.1.3.5.2.1 Product Association Rules
1.1.3.5.2.2 Working with Product Association Rules
1.1.3.5.2.3 Creating Up-/Down-Selling Rules
1.1.3.5.2.4 Product Proposals for Non-Business Partners
1.1.3.5.2.5 Cross-Selling Rules Examples
1.1.3.5.2.6 Up-/Down-Selling Rules: Example
1.1.4 Actual Costs
1.1.4.1 Connection to SAP ECC
1.1.4.1.1 Transferring a Marketing Project to SAP ECC
1.1.4.2 Account Assignment to Profitability Analysis
1.1.4.3 Account Assignment to WBS Elements with Settlement to Profitabil
1.1.4.4 Account Assignment to WBS Elements without Settlement to Profita
1.1.5 Key Figure Planning
1.1.5.1 Key Figure Planning in Marketing
1.1.5.2 Planning Profile Group and Planning Profile
1.1.5.3 Planning Types
1.1.5.4 General Key Figure Planning
1.1.5.5 Cost Planning
1.1.5.5.1 Value Distribution
1.1.5.5.2 Distribution Category
1.1.5.5.3 Value Distribution: List of Products
1.1.5.6 Integration Between SAP CRM and SAP SCM
1.1.5.6.1 Transferring the Baseline Sales Quantity
1.1.5.6.2 Integration with SAP SCM Demand Planning and Supply Network Plan
1.1.5.7 Success Key Figure Planning

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1.1.5.8 Planning Object in Key Figure Planning
1.1.5.9 SAP Planning Content for Marketing Plans and Campaigns
1.1.5.10 SAP Key Figures for SAP NetWeaver BI Characteristic 0MEASURE
1.1.5.11 SAP NetWeaver BI Reports for Marketing Projects
1.1.5.12 Marketing Journal
1.1.5.12.1 Creating Your Own Web Template
1.1.6 Output Determination
1.2 Campaign
1.3 Campaign To-Dos
1.4 Campaign Creation
1.4.1 Campaigns Using ERP Sales Documents
1.4.2 Marketing Funds Management
1.4.3 Connection to CRM Mobile Sales
1.4.4 Enrolling for Marketing Projects
1.4.5 Conditions and Rebates in Trade Promotions and Campaigns
1.4.6 Using Campaign Templates in the Integrated Marketing Calendar
1.5 Campaign Execution
1.5.1 Preparing for Campaign Execution
1.5.2 Transaction Templates in Marketing
1.5.3 Marketing Permission
1.5.3.1 Current Permissions and Invalid Permissions
1.5.3.2 Search Integration
1.5.3.3 Marketing Permissions in ELM
1.5.4 Questionnaire Assignment
1.5.5 Campaign Response Recording
1.5.6 Specifics of High-Volume Campaign Execution
1.5.7 Interaction Object
1.5.7.1 Creating Outbound Customer Contacts with Interaction Objects
1.6 Mass Generation of Sales Orders via Marketing Projects
1.7 SAP Real-Time Offer Management
1.7.1 Using SAP Real-Time Offer Management
1.8 Campaign Automation
1.8.1 Personalization for Campaign Automation
1.8.1.1 Contact Tracking
1.8.2 Workflow in Campaign Automation
1.8.3 Modeling Elements in Campaign Automation
1.8.3.1 Rules for Campaign Automation
1.8.3.2 Actions for Campaign Automation
1.8.3.3 Copying in Campaign Automation
1.8.3.4 Optimizing Campaigns Using an Optimization Element
1.8.3.4.1 Settings for the Optimization Element
1.8.3.4.1.1 Optimization Element Parameters
1.8.3.4.2 Connection Between Parameters and Prediction Results
1.8.3.4.3 Campaign Optimization and SAP NetWeaver BI
1.8.3.4.4 Campaign Optimization Using RFM Analysis
1.8.4 Example of a Multi-Wave Campaign
1.8.5 Example of a Recurring Campaign
1.8.6 Event-Triggered Campaigns
1.8.6.1 Example of an Event-Triggered Campaign
1.8.7 Campaign Automation in the Different Channels
1.9 Personalized Mail
1.9.1 Mail Forms
1.9.2 Specifics for High-Volume Personalized Mail
1.9.3 Attributes in Mail Forms
1.9.4 Conditions in Mail Forms
1.9.5 Hyperlinks in Mail Forms
1.9.6 Response Tracking
1.9.6.1 Response IDs
1.9.6.2 Personalized Response Codes
1.9.6.3 Response Tracking with Hyperlinks
1.9.7 Product Tables in Mail Forms
1.9.8 Test Send & Preview

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1.9.9 File Export
1.9.10 Translation
1.9.11 Multiple-Link Tracking
1.9.12 Marketing Contact Lists
1.9.13 Newsletter Management
1.10 Lead Management
1.10.1 Leads
1.10.2 Lead Creation
1.10.2.1 Lead Creation in the Interaction Center
1.10.2.2 Lead Creation from the Internet
1.10.3 Generating Leads
1.10.4 Lead Qualification
1.10.5 Deduplication of Leads
1.10.6 Lead Distribution
1.10.6.1 Rule-Based Document Distribution
1.10.6.1.1 Document Distribution Contexts
1.10.6.1.2 Service Manager Profiles
1.10.6.1.3 Actions for Document Distribution
1.10.6.2 SAP Business Workflow for Lead Distribution with Interactive For
1.10.6.3 SAP Business Workflow for Lead Processing by Channel Partners
1.10.6.4 Create SAP Business Workflow for Opportunity from Lead
1.10.7 Using Surveys in Lead Management
1.11 Bounce Management
1.11.1 Prerequisites for Bounce Management
1.11.2 Bounce Categories
1.11.3 Bounce Rules
1.11.4 Creating Bounce Rules
1.11.5 Mail Monitoring

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1 Campaign Management

With SAP Customer Relationship Management (SAP CRM), organizations can analyze, plan, execute, and measure marketing activities through all inbound and
outbound interaction channels to build long-term, profitable relationships. They can implement inbound and outbound campaigns that are multichannel and
multiwave, and they can develop and execute the best marketing strategy by using constraint-based optimization techniques to determine the best marketing mix.

Integration
The software for campaign management uses or is integrated with various other areas or functions in SAP CRM:

Related Areas or Functions More Information

Marketing framework in SAP CRM Marketing

Marketing professional business role Customizing for Customer Relationship Management under UI Framework
Business Roles

Prerequisites
For configuration settings, see the Campaign Management business scenario in SAP Solution Manager.

1.1 General Marketing Project Management

Several objects and functions in marketing are common to the different available business scenarios. Campaigns and trade promotions, for example, are both
marketing projects and can be accessed from the integrated marketing calendar.
This documentation describes these common objects and functions. For information about objects and functions that are only available in a specific business
scenario, see the corresponding business scenario documentation, for example, Campaign Management or Trade Promotion Management.

1.1.1 Marketing Project

An object used in the planning and execution of marketing-related practices.

Structure
All marketing projects derive their business logic from corresponding object types. The object type determines aspects of the business logic such as system
statuses and the business data that you can enter in the marketing project.
For some marketing projects, you can make settings for additional aspects of their business logic. These marketing projects derive their business logic from the
corresponding object type and a marketing project type.
You define marketing project types in Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign
Management Basic Data Define Types/Objectives/Tactics . You can define multiple marketing project types.
You can assign status profiles to all marketing project types. For more information, see Status Management.
Depending on the category of the marketing project type, you can make additional settings.
The following table lists the object types that we deliver, the corresponding marketing projects and categories, and the business scenarios that they are designed
to support.

Object Type ID Marketing Project Category Business Scenario

AGR Agreement None; you cannot define a marketing Trade promotion management
project type

CPG Campaign Campaign (CP) Campaign management

CPT Campaign element (task) Campaign (CP) Campaign management

DLM Deal Trade Promotion and Deal (TP) Trade promotion management

INI Initiative MDF Initiative (IN) Market development funds

INT Initiative element (task) MDF Initiative (IN) Market development funds

LOY Loyalty program Loyalty Program (LY) Loyalty management

MPL Marketing plan Marketing Plan (MP) Marketing resource management, all
marketing business scenarios

MPT Marketing plan element (task) Marketing Plan (MP) Marketing resource management, all
marketing business scenarios

PGM MDF program MDF Program (PG) Market development funds

RRG Reward rule group Reward Rule Group (RG) Loyalty management

RRL Reward rule Reward Rule (RL) Loyalty management

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SPG MDF special program MDF Special Program (SP) Market development funds

TPM Trade promotion Trade Promotion and Deal (TP) Trade promotion management

TPT Trade promotion element (task) Trade Promotion and Deal (TP) Trade promotion management

The marketing projects that you create are part of a hierarchy of related marketing projects. The hierarchy is determined by the object type. You use this hierarchy
to organize your marketing projects, and to navigate between them.
When you create or edit a marketing project, you enter your business data. For more information, see General Data for Marketing Projects.
When you edit a marketing project, the changes are recorded in a change history. For more information, see Change History for Marketing Projects.
For campaigns, you can specify whether or not your campaign uses SAP Real-Time Offer Management capabilities. For more information about how to set up the
campaign type RTOM, see Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign Management SAP
Real-Time Offer Management SAP Real-Time Offer Management Integration .
To use the object with SAP Real-Time Offer Management, you must activate business function SAP Real-Time Offer Management (CRM_RTOM_1).

For more information, see SAP Real-Time Offer Management.

Integration
You can display and edit your marketing projects in the marketing calendar.

Recommendation
We now recommend that you use the integrated marketing calendar as your central point of entry for information about ongoing and planned marketing
activities. For more information, see Integrated Marketing Calendar.

1.1.1.1 Authorizations in Marketing Planning and Campaign


Management

An authorization check protects the processing of a marketing project. With this authorization check, the system controls whether a user is allowed to create,
change, display or delete a marketing project. For example: If a user opens a marketing project for which they have no change authorization, it is opened in
display mode.

Note
The results of the authorization check apply to the entire marketing project. It is therefore not possible to forbid a user from changing a campaign header and,
at the same time, to allow them to make changes to a campaign element.

The following actions are protected by an additional authorization check:


Entering plan values in marketing projects (activity 72)
Changing general settings (for example, marketing element overviews and assignment of template plans): authorization object CRM_MPL_AD (activity 23)

Features
Authorization Objects
The authorization concept in the Marketing Planning and Campaign Management component provides for the following authorization objects in the standard:

Activities
The system performs the following authorization checks on marketing projects:
1. When a marketing project is created, the system checks whether the user has authorization to create for the general authorization objects (CRM_MPT for
marketing plans, CRM_CPG for campaigns, CRM_TPM for trade promotions, and CRM_DLM for deals). Without this authorization, the user cannot create
the marketing project.
2. When you save the project, the system performs a final check of the new marketing project for all authorization objects. If authorization for one of the
authorization objects is missing, the marketing project cannot be saved.

More Information
Customizing for Customer Relationship Management by choosing Marketing Marketing Planning and Campaign Management General Settings
Define Authorization Group
For more information on roles, see SAP Help Portal at http://help.sap.com SAP Netweaver SAP Netweaver Library SAP Netweaver by Key Capability
People Integration by Key Capability Portal Portal Administration Guide Content Administration Roles and Worksets Portal Roles and ABAP-Based
SAP Systems .

1.1.1.2 General Data for Marketing Projects

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This document describes the Marketing-specific settings that need to be made in General Data for marketing projects.
To use many of the functions, you first need to make the relevant settings in Customizing.

Prerequisites
In Customizing for Customer Relationship Management you have:
Made the settings for the marketing project type, objectives and tactics by choosing Marketing Marketing Planning and Campaign Management
Basic Data Define Types/Objectives/Tactics
You can also set the objectives or the tactics individually in the respective individual activities which can also be found in Basic Data .
Set the priority by choosing Marketing Marketing Planning and Campaign Management Basic Data Define Priorities for Marketing Projects
Made authorization settings by choosing Marketing Marketing Planning and Campaign Management General Settings Define Authorization
Group
Defined a planning profile group by choosing Marketing Marketing Planning and Campaign Management Key Figure Planning Define Planning
Profile Groups
Maintained additional dates by choosing Marketing Marketing Planning and Campaign Management Basic Data Define Additional Date Ranges

Defined buying pattern types by choosing Trade Promotion Management Basic Data Define Default Buying Pattern Types

Features
Account Type
This is a trade promotion and deal specific field. If you are planning a trade promotion or deal, you need to enter the type of account for which the trade promotion or
deal is intended. In Account Type , you can enter one of the following values:
An account ID
A hierarchy node ID
A target group (if you have a large number of business partners). This must be an active target group of segment category Promotions .
Once you choose one of the above, the field Planning Account is open for input, where you can enter a specific account, hierarchy node ID or target group
description.
When you choose a target group, a hyperlink is available in the overview page, which allows you to navigate to Segments and view your target group.
Employee Responsible
Here you can enter the business partner responsible for a marketing project. There is also an Involved Parties assignment block where you can enter more
precise business partner details.
Territory ID
This field is validated against the Employee Responsible field. This means that the territories that you can define are dependent on the employee responsible.
The territory assigned will have an impact on product assignment. You will only be able to assign products that are valid for a particular territory.
Campaign Code
The campaign code is used to encode the campaign as a product order number. See the Customizing activity Customer Relationship Management CRM
Cross-Application Components Global Settings for Product Order Numbers .
Currency
Here you can define the currency to be used in promotion planning. The currency is defaulted from the marketing project's user organization data. You can change
the currency here, however, if you need to use another currency other than the defaulted one. If the currency is defined in the planning profile, then this currency is
not used.
Sales Organization
You can enter a sales area consisting of a sales organization with a distribution channel or division.
You can also view details of an assigned campaign for a trade promotion. This information, however, is entered in the Marketing Calendar and only displayed in
the other applications. If the attribute is set in the Marketing Calendar, a hard link is created between the trade promotion and the campaign or campaign element.
This hard link signifies that a trade promotion is in some way connected to a campaign, for example, there may be an advert running at the moment for a certain
brand and you wish to include this information in a trade promotion with a customer who is a regular buyer of this particular brand. If a campaign is connected to a
trade promotion, checks are built in so that it cannot be deleted whilst still assigned to the promotion.
Marketing Organization
This attribute defines how a customer organizes their marketing departments. By associating a marketing structure to an organizational unit, you can promote your
marketing activities. This allows you to determine which brand of product an organizational unit can promote for their marketing organization. When a user
accesses the system, the logon ID of the user is defaulted in the Employee Responsible field based on the (employee) role assigned to them.
Exclusive
If you select this indicator, it signifies that a trade promotion is to be used exclusively without it being combined with other trade promotions when you create a
sales order.
From the sales order application, the users cannot attach more than one trade promotion to their order if the trade promotion is marked as exclusive. They can
however include several trade promotions that are not exclusive in one go.
cProjects
You can set up a direct link from your marketing project to cProjects. Campaigns can reference cProjects and vice-versa, enabling organizations to link marketing
initiatives with collaborative project planning that occurs in other parts of the organization. For example, a product launch campaign planned by the marketing
department (with CRM Marketing) could be linked to a product development project planned in the R&D department (with cProjects).
cProjects does not have to be installed on the actual CRM System, it can be installed on any system that is connected to the CRM System via an RFC
connection. In Customizing for Marketing Planning and Campaign Management , set up an RFC connection to the system where cProjects is installed by
choosing System Landscape Define Target Systems (ERP, BI, SEM, CPRO) . Here you enter identification MKTPLCRPO and parameter type
MKTPLCPRORFC.

KPI Evaluation for Alerts

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You can show aggregated information on the key performance indicators for a trade promotion in the form of a traffic light.
Transfer to ERP
You set this indicator if you want a marketing project to be transferred to SAP ECC for cost planning.
Action Profile
You can assign an action profile to the marketing project. The purpose of this action profile is to define an action (such as sending an e-mail) and its application
context (campaign, trade promotion). Depending on the application context, you can define schedule conditions (whether the action is scheduled) and start
conditions (whether the action is executed). These conditions are based on values from the application context, such as priority and planned start date.
You define the actions in Customizing for Customer Relationship Management by choosing Basic Functions Actions Actions in Marketing Planning
Change Actions and Conditions Define Action Profiles and Actions , and defining the conditions in Define Conditions . Once the settings are made, you can
assign an action profile to a marketing project. These actions are triggered in the Scheduled Actions assignment block.
Workday Calendar
Here you enter the workday calendar you wish to be taken into account for your planning and date checks. For example, if you choose Germany, the system
takes into account all of the public holidays in Germany. You can choose your workday calendar in Marketing Account Defaults .

More Information
Authorizations in Marketing Planning and Campaign Management
Status Management
Specifics for Mobile Sales (laptop): Marketing

1.1.1.3 Date Maintenance

You can enter planned and actual dates, as well as restrictions for the campaign and the percentage of completion for the project.
You can also enter more specific dates.

Features

Entering Dates
You can enter planned dates for marketing projects under General Data . The system then automatically sets a constraint for the date. When you enter a start or
end date, the system creates a restriction for this date (must begin on or must end on). If you enter both dates, the system sets a must begin on constraint on the
start date , irrespective of whether the project is scheduled from the start or the finish.
You can also enter the actual dates and percentage of completion for a marketing project. Date checks are only carried out within a marketing project. You cannot
check dates between marketing projects.

More Information
Additional Date Ranges for Trade Promotions

1.1.1.4 Partner Assignment

When you create a marketing project or an account plan, you assign business partners with partner functions to it. You can assign a partner to a partner function
and use these partners, for example, for workflow in campaign automation.
Examples of partner functions are planning account or contact person.

Prerequisites
You have made the following settings in Customizing for Customer Relationship Management by choosing:
Basic Functions Partner Processing Define Partner Functions, Define Access Sequences, Define Partner Determination Procedures
Marketing Marketing Planning and Campaign Management Partner Processing Assign Partner Determination Procedure or
Account Planning Partner Processing Assign Partner Determination Procedure
If you want to extract data to SAP NetWeaver Business Intelligence (SAP NetWeaver BI), you also need the following setting in Customizing for Integration with
Other mySAP.com Components by choosing:
Data Transfer to the SAP Business Information Warehouse Settings for Application-Specific DataSources (CRM) Settings for Extracting CRM Objects
Define Extraction of Partner Functions

Activities
For the relevant marketing project or account plan, in the Parties Involved assignment block, you assign business partners to several partner functions as
defined in Customizing.
The entirety of all of these functions is known as the partner set. You can change the partner set at any time, that is you can add or remove partners or change
their partner functions.

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More Information
Specifics for Mobile Sales (laptop): Marketing
Partner Determination in Marketing

1.1.1.4.1 Partner Determination in Marketing

Under Parties Involved , you can carry out partner determination to target your marketing projects more specifically. Partner determination controls which partners
can be assigned to a marketing project.

Prerequisites
You have defined your partners in Master Data Accounts.
You have defined a partner determination procedure in Customizing for Customer Relationship Management by choosing Basic Functions Partner
Processing Define Partner Determination Procedure
You have assigned a partner determination procedure to your marketing project by choosing Marketing Marketing Planning and Campaign
Management Partner Processing Assign Partner Determination Procedure

Features
There are several options available for automatically determining partners. You can determine:
The employee responsible based on the logon user
One or more partners automatically using standard partner determination procedures
For example, you can make settings so that the sold-to party is also determined automatically as the billed-to party.
Partners based on business partner relationships, and more specifically, based on business partners relationships for a particular sales organization
Partners both manually and automatically on the basis of a higher-level marketing project
Partners automatically on the basis of the sales or marketing organization
Partners for generated activities during campaign execution using the linked marketing project as a basis.
For this to take place, Marketing must be available as a source in the access sequence in partner determination. You must assign this access sequence to
a partner determination procedure, which you then assign to the generated activity transaction type in Customizing.
When the target group is transferred to the channel, the campaign is used as the source and predecessor for an activity. This would allow you, for example,
to determine the employee responsible within a company for the activity graphic design.

Note
Partner Determination Procedure Synchronization with Employee Responsible
When you change the employee responsible in a marketing project, a check for an existing partner determination procedure for that project is made. If:
No partner determination procedure was assigned to this project in Customizing, no synchronization takes place and no further action is required
A partner determination procedure was assigned to this project in Customizing:
A check is made for partner function pft = 0008 in this partner determination procedure.
If the partner determination procedure does not contain partner function pft = 0008, no synchronization takes place and no further action is
required.
If the partner determination procedure does contain partner function pft = 0008:
As soon as you enter a new employee responsible or change the existing entry, then the employee responsible in the Involved Parties
assignment block changes also.
If you delete the employee responsible, then the employee responsible in the Involved Parties assignment block is deleted also. If there are any
additional employees responsible in the Involved Parties assignment block, a new employee responsible is inserted automatically under
General Data immediately.
This is executed by the implementation class CL_CRM_MKTPL_PAR_ASSIGNMENT->SET_RESPONSIBLE, which is called by the
implementation class CL_CRM_MKTPL_ATTR_ASSIGNMENT->SET_ATTRIBUTES.
If you change the main employee responsible in the Involved Parties assignment block (either by creating a new main employee responsible or
by deleting an existing one), the employee responsible under General Data is aligned and to the same main employee responsible. The
implementation class CL_CRM_MKTPL_PAR_ASSIGNMENT->ON_RESPONSIBLE_CHANGED executes this.

More Information
Specifics for Mobile Sales (laptop): Marketing

1.1.1.5 Change History for Marketing Projects

Change documents allow you to record all of the changes that you make to a marketing project such as a trade promotion or a campaign. For example, when it
was last changed, who made the changes and what exactly they changed.
In Change History , you see a list of the areas that have been changed along with information on who changed them and when. You can also see the old and new
entries that were made, for example, if you changed the status from Created to Released .

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More Information
Creation of Events When Change Documents are Written
Change Documents

1.1.1.6 Status Management

The current status of a marketing project (or the combination of all statuses) determines which business transactions can be executed for that marketing project.
The current processing status of a marketing project is defined by the status management. Statuses can be set by the system or by a user.

Prerequisites
You can define user statuses if you want to control when particular business transactions are to be allowed. User statuses are additions to the existing system
statuses.
You can define user statuses in Customizing for Customer Relationship Management by choosing Marketing Marketing Planning and Campaign
Management General Settings Define Status Profile for User Status .

Features
Each marketing project goes through various system statuses during its life cycle:
Created
Released
Finished or Rejected
Locked
Approved
A change to a system status is carried out by a business transaction and is triggered by setting a value in New Status on the Details page.
In addition to the statuses specified above, other system statuses can be set, for example, Locked .
If the status of a campaign or trade promotion is set to Finished or Rejected , any associated activities that are still open should also be updated.

More Information
System Status Overview
Business Transactions
Status Management in Business Transactions

1.1.1.6.1 System Status Overview

The system status determines which business transactions you can execute for a marketing project.

Features

Created (CRTE)
This system status is the initial status for new marketing projects. The status is set automatically when you create a new marketing project. You structure the
marketing project and enter plan values and dates.
The status does not allow you to:
Transfer to SAP ECC
Transfer the target group to the channel
Generate a trade promotion from a deal

Released (REL)
Released indicates that the structuring is complete and the marketing project is released for the operative execution of the marketing activities.
You cannot reset the status from Released back to Created . You also cannot change the identifying key of a marketing project once the project has been
released.
You can only release a trade promotion once pricing conditions have been generated. The system then automatically creates campaign determination
conditions.

Finished (FSHD)
This status identifies a finished/completed marketing project. A marketing project with the Finished status can no longer be changed.
Lower-level marketing projects belonging to the same marketing project are also finished automatically. This does not apply to lower-level marketing projects that
have the Finished or Rejected status.
You can revoke the Finished status. The system then automatically revokes the status for all upper-level marketing projects in the relevant marketing project. For

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this, it is prerequisite that none of the marketing projects on a higher level to the relevant marketing project are finished or rejected.

Rejected (CNC)
This status identifies a canceled marketing project. A marketing project with the Rejected status can no longer be changed.

Note
The marketing project must have the Released status before it can be Rejected .

Lower-level marketing projects belonging to the same marketing project are also rejected automatically. This does not apply to lower-level marketing projects that
have the Finished or Rejected status.
You can revoke the Rejected status. The system then automatically revokes the status for all higher-level marketing projects in the relevant marketing project.
For this, it is prerequisite that none of the marketing projects on a higher level to the relevant marketing project are finished or rejected.

Locked (LCK)
This status can be set for each marketing project in addition to the current system status. It has the effect that no more changes can be made to the marketing
project. Setting this status has no effect on the lower-level marketing projects.
You can revoke the Locked status.

Note
If you lock or reject a trade promotion, this automatically deletes any campaign determination conditions as the trade promotion is put on hold and cannot be
used.

In Process (EXEC)
The system sets this status automatically when you enter:
An actual start date or
A completion rate less than 100 percent
The system revokes this status automatically when:
One or both of the above conditions are no longer met
You enter an actual start and actual finish date or
You enter a degree of processing of 100 percent or
The Finished or Rejected status has been set

Approved (APPR)
This status is set when a marketing project should be approved by someone responsible.

More Information
Business Transactions
Status Management

1.1.1.6.2 Business Transactions

In the following tables you will find the information that you require when creating status profiles.
The following business transactions can be carried out for marketing projects:

Business Transaction Name

CREL Release

CCLS Finish

CCLU Undo "Finished" status

CLKS Lock

CLKU Unlock

CAPR Approve

CEXE Set for processing

CCNS Reject

CCNU Reset rejected

CTR3 Transfer to ERP

CMSA Distribute campaign to MSA (only campaign/campaign elements)

CPLN Plan marketing project

CTGS Send target group (only campaign/campaign elements)

CEDL Delete marketing project

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CSTC Change structure (hierarchy changes)

CSTE Expand structure

CCND Generate conditions

CORD Attach order

CCID Change ID

COMV Move object

CSTU Unlock structure change

CMAS Mark for archive

CMAU Unmark for archive

CMAC Mark as archivable

CMAO Unmark as archivable

The following table shows the effect of system statuses on business transactions:
(A: Allowed, F: Forbidden, - No effect)

CRTE REL FSHD LCK APPR EXEC CNC MSA

Release A - F F - F -

Finish - A - F - - F -

Undo "Finished" - - A F - - - -
status

Lock A A A - - - - -

Unlock - - - A - - - -

Approve A A F F - - F -

Execute A A F F - - F -

Reject A A F F - - - -

Reset rejected - - - - - - A -

Transfer to ERP F A F - - - F -

Campaign to MSA - A A - - - - -

Plan marketing - - F - - - F -
element

Send target group F A F - - - F -

Change structure A A F F - - F -

Expand structure A A F F - - F -

Delete marketing A A F F - - F -
element

1.1.1.6.3 Notification of Marketing Project Status Changes

When the status of a campaign or trade promotion changes (for example, when a campaign is approved), certain people often need to be informed to trigger
further processing. To this end, you can set up an automated notification of status changes.
For example, the following organizations can be informed of a change in status:
Warehouse
Purchasing
External sales units
Consolidation location
Transport
Financials
The recipient of a notification is determined in the system by comparing the product categories of the assigned products with the employees responsible for the
relevant follow-up activity (for example, planning, purchasing). Furthermore, additional departments or business partners can be notified.

Integration
This function is closely linked with the HR organizational model. For this reason, the HR organizational model must be maintained if you want to be able to assign
product categories to not just individual business partners but also to organizational units and items.

Prerequisites
You have created organizational units in the organizational model and assigned them to positions. You have also assigned business partners with e-mail
addresses to the positions.
You have made the following settings in Customizing:

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Assigned product hierarchies to the marketing project
Created partner functions
Assigned your products to product categories
Created actions with the type Status Notification
You can use the actions SEND_BY_MAIL_CP or SEND_BY_MAIL_TP as the basis for these actions.
Created at least one action profile that contains an action for status notifications
This action should be executed when you save.
Scheduled an action of type status notification for each relevant partner function in the condition maintenance for actions
Assigned to the campaign type a partner determination procedure that contains all partner functions maintained for the product category

Activities
Determining the relevant business partners using a BAdI
You can compare the relevant business partners using the BAdI method STATUS_CHANGE in the BAdI CRM_MKTPL: This method controls which change in
status triggers partner determination. For more information, see Determining the Recipient of Status Notifications by BAdI.
Sending the notification using actions
The sending of the notification is triggered using actions. You need an action profile for both campaigns and for trade promotions. You can use the already
existing actions SEND_BY_MAIL_CP or SEND_BY_MAIL_TP as a basis when defining this profile.
Defining the notification contents using Smart Forms
You can use Smart Form templates to define different contents and formats for the various partner functions. You can use this to send different information to
an external partner than you would to an internal partner, for example.

1.1.1.6.3.1 Determining the Recipient of Status Notifications by


BAdI

In the context of a marketing campaign, all parties involved can be sent mails informing them of changes in the status of marketing elements (for example,
approval of a campaign). To find out which business partners are affected by this you can use the method STATUS_CHANGE of BAdI BAdI CRM_MKTPL.

Integration
This function is part of the function for sending status notifications. For more information, see Notification of Marketing Element Status Changes.

Prerequisites
The implementation of the BAdI CRM_MKTPL must contain the same code in the method STATUS_CHANGE as delivered in the implementation
/SPL/CRM_MKTPL_EXM (class /SPL/CL_IM_CRM_MKTPL_EXM). For this, the standard code from the BAdI implementation /SPL/CRM_MKTPL_EXM should
be copied to the active BAdI implementation.

Features
You can implement status-dependent partner determination by using the method STATUS_CHANGE. With this, the following steps are performed:

Determination of product categories for all assigned products


The corresponding product category is determined for the products assigned in the Products tab page. If two product categories are assigned, the search is
carried out for both product categories.

Determination of the business partners (including partner functions) for the product
Using the determined product categories, the business partners need to be determined and copied to the tab page Partner . To enable this, the assignments
chosen in the transaction Maintain Person Responsible for Product Categories are evaluated. If organizational units and positions are assigned in this transaction,
the associated business partners are determined.

Searches
Since not all partner functions are maintained for each product category, the following search strategies are implemented:
Search by assignment of organizational unit/position/business partner directly in the relevant product category with subsequent selection of all determined
business partners
Search by assignment of organizational unit/position/business partner in the higher-level product category with subsequent selection of all organizational units,
positions, business partners assigned a different partner function from the one previously determined
Repeat of the previous search for all nodes up to the highest category node in the product category. As soon as business partners have been determined for all
partner functions defined in the partner determination procedure, the search is no longer continued on the higher levels.

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Insertion of partners on the Partners tab page
The determined business partners and their partner functions are entered on the tab page Partners .

Category Partner Functions Determined Business Partners Determined

Category 04 A 131
B 132

Category 05 A 123
B 124

Category 06 A 127
D 128
C 125
B 124

Category 07 E 129
F 130
C 125
D 126
A 123
B 124

1.1.1.7 Campaign Determination in SAP ECC Order Processing

This function controls the determination of marketing projects, such as campaigns or trade promotions, from SAP Customer Relationship Management (SAP CRM)
to order processing in SAP ERP Central Component (SAP ECC).
Depending on the specified Customizing settings, the system determines for a specific time period one of the following:
A single marketing project
Multiple marketing projects based on valid customer/product combinations
No valid marketing projects
The combination customer/product/time, from which individual marketing projects arise, is transferred from SAP CRM to SAP ECC. SAP ECC then executes
campaign determination based on the active combinations.

Prerequisites
Make the settings for campaign determination in Customizing for SAP ECC by choosing Integration with Other SAP Components Customer Relationship
Management Basic Functions Campaign Determination .

Activities
You control campaign determination using the condition technique, which price determination or output determination describes in more detail. For more information
about condition technique, see Process Flow for Campaign Determination. As with price determination, we recommend you set the access sequence for
campaign determination so that access takes place from Special , Account/Product to General , Customer Grouping . The free goods, price determination
records, and rebate condition records belonging to the trade promotion guide the trade promotion in the key. The corresponding access sequences must be
coordinated to this.
Flow Logic of Campaign Determination
In maintaining the trade promotion in SAP CRM, condition records are generated from the variable trade spends and key figures, in price determination and
Agreements in a Trade Promotion. For more information about creating condition records, see Condition Generation in Trade Promotions.
When you release the marketing project, the system copies the data from SAP CRM to SAP ECC. Condition records are usually generated at
account/product level, but also on higher levels such as account hierarchy/product group/product category.
Marketing projects are copied as GUIDs from SAP CRM to SAP ECC and are saved in table CMPB_MAP. To assign multiple marketing projects, table
CMPB_MAP contains the following additional fields:
START_DATE
END_DATE

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PRIORITY
IS_EXCLUSIVE
When releasing the marketing project from SAP CRM to SAP ECC, the data for these fields is copied. However, you cannot change this data in SAP ECC
because SAP ECC does not save master data for marketing projects and hence contains no information about the marketing projects.
SAP ECC finds the valid condition records using the condition technique using corresponding access sequences in the sales order.
Assigning Campaign Determination Procedures
Campaign determination is integrated into the condition technique in SAP CRM and SAP ECC. In parallel with pricing, the system generates condition records for
campaign determination, which is copied from SAP CRM to SAP ECC together with the pricing condition records. Similar to the assignment table T683V for price
determination, an assignment table T683V_CMP is defined also for campaign determination.

The key fields for these condition records are usually:


Planning account with different partner functions and hierarchy levels
Product/product group/product category
Organizational data
Time period
These result in a unique GUID for the marketing project.
Campaign Determination in the SAP ECC Sales Order
The system executes campaign determination in SAP ECC when creating the sales order item, prior to free goods determination and price determination. The
system only executes a new campaign determination when the sales document type, sold-to party, pricing date, or product number of the item changes. The
marketing project GUID resulting from campaign determination is then saved in the sales order on the item level in the field VBKD-CAMPAIGN (available as of
Release 4.6C). After converting to an internal format, this marketing project is then used, in the scope of standard free goods and price determination procedures,
to access free goods condition records, price determination condition records, and agreement condition records.

Example
You create trade promotions for two customers for a particular time period: For a major international customer, and for an individual customer. For the international
customer, the planning account is a specific level in the account hierarchy, for example, the international subsidiary USA. The individual customer is simply a
regular account and does not have its own account hierarchy. In this case, the planning account is always the individual customer.
In campaign determination for the international customer, the system determines condition records account hierarchy/product level. For the individual customer, the
system determines condition records at individual account/product level.

More Information
Campaign Determination

1.1.1.8 Print Preview and Form Management

In Print Preview and Form Management, you can print out an overview of your marketing plan, campaign, account plan or promotion as customer confirmation
directly from Marketing or Account Planning. Furthermore, you can examine your forms in a print preview, and thereafter print them or send them electronically.

Activities
You can create and process marketing forms/account planning forms. This can be done for the current project only or for the project and all of its subprojects. You
then use these forms to generate PDF (Portable Document Format) documents, which contain details of the project. You can print the PDF documents or send
them via e-mail to the parties involved in your project.

Maintain Forms
You create and maintain forms in the SMARTFORMS transaction.

For general information on creating and processing forms, see the documentation in the SAP library by choosing SAP Library SAP Web Application Server
Basis Services/Communications Interface SAP Smart Forms .

Assign Forms to Marketing or Account Planning


When you create a new form, you can assign it directly to Marketing or Account Planning. You can also assign the form later in Customizing in Customer
Relationship Management by choosing Marketing Marketing Planning and Campaign Management/Account Planning Print Preview Assign Forms to
Marketing/Account Planner . You can, for example, create forms for internal or external use, or just as drafts.
Alternatively, you can use a standard form. The status of the form (active/inactive) is only valid during its runtime. This means that you can assign inactive forms,
but you can only print active forms.

Customer Verification Printout


Using Print , you can generate a PDF document which is displayed as a print preview. You can define the layout of the form using templates in Smart Forms.
If you call up the print function, you can choose between a default template or another form template which is active in Customizing. The default template contains
information from the following areas:
Basic data such as objective, tactic, planning profile group, dates
Dates
Product assignments
Content Management: texts and documents

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Partner Functions
Set type data
Segment Description
Distribution data
Coupons
Key figure planning
Data from the additional customer-specific fields
When you select Print Preview , you will be asked whether you wish to carry out the Print Preview for the Current Node Only or the Current Node with
Children .
A pop-up appears. Enter LOCL in the Output Device field and then select Print Preview .
You can then view your form directly in Marketing or Account Planning.
Functions such as Print , Save , Send , Select are displayed in a toolbar above the form.
You can then send this print preview to someone by mail by entering the recipient name and recipient type (specific express mail). To verify that they have
received the mail, go to SAP Business Workplace Inbox Documents from the Easy Access menu.

1.1.1.9 Purchasing Process in Marketing Projects

In SAP ERP, you can directly create a purchase request for products and services, from the marketing projects campaign, trade promotion, and marketing plan.
The Purchase Goods/Services assignment block is available to you for this purpose. This assignment block is displayed in the CRM WebClient UI only when
you make appropriate personalization settings.
By default, SAP ERP creates a purchase request when you set the status of the marketing project to Released . You can choose a different status switch for the
creation of the purchase request, by making corresponding Customizing settings. The relevant data is then transferred directly to SAP ERP.
You can combine purchase orders within one marketing project only; it is not possible to combine purchase orders from different marketing projects.

Features
The following entry options are available when purchasing products and services:
You can for example, enter the supplier and the delivery address.
You can enter both internal products and external products.
The system informs you of the current status of the purchase request.
The actual costs are displayed at header level of the assignment block.
You can use the purchase request ID in SAP CRM to go to the purchase request.
You can use the purchase order ID in SAP CRM to go to the purchase order.
Updating the Status
In the Purchase Goods/Services assignment block, you can see the current status of the purchase request in SAP ERP, but you can update the status only by
selecting the Update Status pushbutton. For example, you are informed whether a purchase order was previously created in SAP ERP.
If required, the backend change indicator in the assignment block also informs you of any changes made to the purchase request in SAP ERP. This indicator is
set if the status in SAP CRM differs from the status in SAP ERP, or if the quantity in the purchase request in SAP ERP was changed, for example. The indicator
is deselected only when you go to the purchase request, using the purchase request ID link.
The following statuses are possible:
A Fully Delivered
B Purchase Order Created
D Deleted in ERP
E Incorrect Entry in CRM
If you enter a supplier that does not exist in SAP ERP for example, SAP ERP cannot create a purchase request or any other transactions.
K Fully Billed
L Fully Delivered and Billed
N Purchase Order Not Yet Created
A purchase request was created, but there is no purchase order yet.
Displaying the Actual Costs
You can see the actual costs of the ordered items, in the header of the assignment block.
If you use funds management in the trade promotion, and have manually assigned a funds plan ID, SAP CRM determines the costs.
If you do not use funds management, SAP ERP determines the amount for the actual costs.

Note
It is possible for the user to display the actual costs from SAP CRM Funds Management, only if you have scheduled the background job required for this. This
background job transfers the actual costs from SAP ERP to funds management in SAP CRM. To do this, use background processing in the CRM WebClient
UI at Funds Management Schedule Job .
The background job has the report name Download Actual Costs from ERP (report ID RCRM_MKTPL_PURCH_ACTUAL_ERP; job type ERP_ACTUALS).
You can adapt the determination of the actual costs to your needs, by using your own implementation of the BAdI CRM_MKTPL_ACTUAL_COSTS. For more
information, see the Relevant BAdIs section.

Budget Check
When you enter products and services, you can compare the costs in the marketing projects campaign, coupon campaign, and trade promotion, with the
respective planning costs. You can thereby perform a budget check.
For planning with marketing spend types, the system compares the sum of the item amounts for a marketing spend type, with the planning amount for this
marketing spend type. If the sum of the amounts is greater than the planned amount for the marketing spend type, the system outputs a warning.

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For planning with measures, the system compares the sum of the item amounts, with the planning amount for the measure. If the sum of the amounts is greater
than the planned amount for the measure, the system outputs a warning.
For trade promotions, the system compares the sum of the item amounts for each trade spend, with the planning amount for the amounts reserved in funds
management. If the sum of the amounts for each trade spend is greater than the planned amount for the trade spend (reserved amount in the respective fund), the
system outputs a warning.
You can use this function only if you have made appropriate Customizing settings for the campaign, the coupon campaign, and the trade promotion. By default,
the system does not implement a budget check for the marketing plan.
If you carry out your planning in SAP NetWeaver BI with marketing spend types, make the settings in SAP CRM Customizing at Customer Relationship
Management Marketing Marketing Planning and Campaign Management Key Figure Planning Define Marketing Spend Types . The amounts
for coupon campaigns are planned using marketing spend types. To do so, enter the key figure that bears the amounts for the marketing spend type, and
the usage Purchasing Marketing Spend .
You must also have assigned plan type C (Cost Planning with Marketing Spends) to the planning profile, in SAP CRM Customizing at Customer
Relationship Management Marketing Marketing Planning and Campaign Management Key Figure Planning Define Planning Profile Groups .
If you carry out your planning in SAP NetWeaver BI with measures, as is normal for campaigns, make the settings in SAP CRM Customizing at
Customer Relationship Management Marketing Marketing Planning and Campaign Management Key Figure Planning Assign Measure to
Planning Profile Group for Budget Check in the Purchasing Process . Enter the measure and the key figure for a specific planning profile group.
In trade promotions, you check against the selected spend type. You make the settings for this in SAP CRM Customizing, at Customer Relationship
Management Trade Promotion Management Trade Promotions Trade Spends Define Trade Spends for Values .
If you choose the value P (Purchase Trade Spend) for the usage of the spend type, you can use the spend type in the purchasing process as the budget.
You do not create conditions for this spend type, although you need to have made appropriate Customizing settings for it.
You must also set up the integration of trade promotion management and funds management, in Customizing. For more information see SAP CRM
Customizing, at:
Customer Relationship Management Trade Promotion Management Trade Promotions Funds Integration Define Settings for Funds
Integration .
Relevant BAdIs
For the purchasing process in marketing projects, corresponding BAdI implementations were created in SAP CRM and SAP ERP. You can develop your own
implementations for these BAdIs, and so adapt the purchasing process to your requirements.
SAP CRM
For the budget check, the following standard implementations of BAdI CRM_MKTPL_PURCHASING were created:
Implementation CRM_MKTPL_PURCHASING_CPG
Method CHECK_BUDGET_BEFORE_CREATE: For planning with marketing spend types, the system compares the sum of the item amounts for a
marketing spend type, with the planning amount for this marketing spend type.
For planning with measures, the system compares the sum of the item amounts, with the planning amount for the measure.
Implementation CRM_MKTPL_PURCHASING_TPM
Method CHECK_BUDGET_BEFORE_CREATE: For trade promotions, the system compares the sum of the item amounts for each trade spend, with the
planning amount for the amounts reserved in funds management.
SAP ERP
BAdI definition CRM_MKTPL_ACTUAL_COSTS (implementation CRM_MKTPL_ACTUAL_COSTS)
Method GET_ACTUALS: In the standard implementation of method GET_ACTUALS, the system determines the actual costs for the purchases in a
marketing project. The costs are read from the WBS element. You can read the costs from the system in another way, for example from the incoming
invoices, although you require your own implementation for this.
BAdI definition CRM_MKTPL_PURCHASE (implementation CRM_MKTPL_PURCHASE_IMPL)
Method GET_STATUS: In the standard implementation of method GET_STATUS, the system reads the status of the purchase request. You can implement
a more extensive status determination for this method.
Method CHANGE_DATA: On the CRM side, not all data for the creation of a purchase request is known, for example purchasing group, plant, account
type. This data is added here.

1.1.2 Integrated Marketing Calendar

The calendar is an interactive tool that acts as a central point of entry for information about on-going and planned marketing activities within a certain time range.
Marketing activities may be created, changed and displayed directly from the calendar - as a list, or in graphical form. Marketing objects that are supported
include Key Timings , Marketing Plan, Marketing Plan Element, Campaign, Campaign Element, Agreement, Deal, Market Development Funds (MDF) Initiative,
MDF Initiative Element, MDF Program, MDF Special Program, and Trade Promotions .
Whether you are a marketing professional involved in product launch campaigns, or a trade promotion manager involved with settlement and analysis or trade
promotion activities you can use the calendar to improve alignment and visibility of all marketing and promotional activities and increase collaboration
within marketing teams in planning marketing campaigns and programs.

Features
Using the calendar
The ability to create, copy, and delete marketing projects directly in the calendar means that you can access all relevant information in an optimal way. You
can create a promotional plan using the template library, change it directly in the calendar if necessary, visualize promotion planning results, compare net
revenues of promotions using the split calendar, and so on. This way all the relevant activities are completed from one application.
User group for the calendar
The integrated marketing calendar serves as many different calendars, all-in-one.
It can be a global calendar, where you can define events that are important to customers, like a football match, or internal events like brand launches.
It can be an account calendar, where you can find information about when you should schedule promotions for certain accounts.
It can be an activity, or task-based calendar, where you can quickly view and change activities that are being planned, in progress, or completed.
Configuring the calendar
Depending on the nature of your work, you can configure the calendar to include only the features and information you need to complete your tasks, thus
improving day-to-day business efficiency. For example, if you are a key account manager, the Accounts filter search tile might be more useful to you than
Agreements . Accordingly, in Customizing you can hide the latter for your business role. Or for example, if you are a senior executive who uses the

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calendar for a graphical overview of the promotions that are scheduled and are not actually working in the calendar. You can configure the calendar to be
available in a Display Only mode, in Customizing.

More Information
Searches in the Calendar
Working with the Calendar
Roles and Authorizations

1.1.2.1 Searches in the Calendar

You can use searches to gain visibility into your business, combined with an efficient way of accessing information that is of interest to you.
For example, a marketing manager could use the calendar for an overview of all running and planned marketing activities by searching for all marketing projects
within a specific time frame. The relevant marketing projects and additional information is displayed in the graphical display area, in a clearly arranged manner.

Features
With the integrated marketing calendar, the following search functions are available:
Advanced Search
Refers to the standard search function available with all SAP CRM applications. Here you can use search criteria such as the ID of a marketing project, or
search for a marketing object like a campaign, and so on. For more information, see Searches.
Filter Search
Helps increase the efficiency of your searches by allowing you to use only attributes that pertain to your line of business or task. For more information, see
Filter Search.
In Customizing, you can configure the filter search area in terms of availability of the marketing project clusters, and filter search tiles.

Activities
The results of the advanced and filter search can be displayed in a graphical format, or in the form of a list. In Customizing, you can configure if both or either one
of the search functions is available. If both are available, you can toggle between the advanced search and filter search functions.

More Information
Working Context
Working with the Calendar
Integrated Marketing Calendar

1.1.2.1.1 Filter Search

You can use the filter search function available with the integrated marketing calendar.

Prerequisites
1. To configure the filter search, complete the following Customizing activities in Customizing for Customer Relationship Management under Marketing
Marketing Planning and Campaign Management Integrated Marketing Calendar .
Define Filter Search Tiles
Define Time Periods
You can define the time period for the following:
Time period restriction for all searches. That is, any search you perform (whether by entering search criteria or not) has to fall within this time
period.
Default time period for blank searches, which the system uses when you perform an advanced search without entering any search criteria.
Display offset, which is an extra time period displayed in the graphical display area before the start date of the first marketing project and
after the end date of the last marketing project. You cannot scroll beyond the specified display offset.
Settings for Clusters
Define Role Settings

Recommendation
If you have a large product or account hierarchy tree, we recommend that you set a minimum level of expansion of the hierarchy tree. To do this,
select the business role for which you want to configure the filter search and choose Assign Filter Search Tiles . Select the product or account
filter search tile and enter a minimum level of expansion, for example, one or two levels only.
If you need to display an entire large product or account, to disable the filter search, select the business role for which you want to disable the filter
search and enter Advanced Search as the default search option.

Enhancements (To implement the necessary Business Add-Ins)


2. If you have a large account hierarchy tree, you have defined the type of account hierarchy that can be displayed in the filter search for each business role.

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To do this, for the authorization object CRM_BUHI, in the HIER_TYPE authorization field, enter the account hierarchy type that you want to display. For more
information, see Roles and Authorizations.
3. If you have a large product or account hierarchy tree, you have changed the UI configuration to allow users to display only a sub-tree from a product or
account hierarchy. To do this, add the Root Node of Account Hierarchy and Root Node of Product Category Hierarchy fields in the UI configuration of the
view MKTCALENDAR_NEW/PersonalizationView. For more information, see Form Views.

Features
The filter search area consists of marketing project clusters, filter search tiles, and the filter search entries for each tile. These entries act as additional
classification criteria that system should consider (in terms of excluding or including information), before displaying a search result. Together, clusters and tiles
serve as a highly flexible search tool that allow search results to be as broad or narrow as you want.
In the filter search area, you can perform searches with the following:
Marketing project clusters
Clusters form the basis of the filter search. When you select a particular marketing project type under a cluster, and then click a filter search tile to select
entries there, the system first looks for marketing project of the type you have selected. The system then applies the filter search tile criteria only to the
required types, before displaying the search result. Thus making the search faster and more efficient.
Filter search tiles
The availability of filter search tiles depends on your business role and Customizing settings. Click a tile to see the filter search tile entries you can
select.
Time : Time periods from a calendar year or a fiscal year variant.
Accounts : Account hierarchies from the account hierarchy nodes you are authorized to see. The target group is available if a corresponding
value is maintained in the working context.
Products : Product hierarchies from product hierarchy nodes you are authorized to see, and product groups maintained within the working
context.
Agreements : Agreements of an employee responsible.
Marketing Plan : Marketing plans you are authorized to see.
You can add or hide filter search tiles via personalization.
You can display search results in the main calendar, or split calendar. Two display areas allow you to compare and contrast information visually. For
example, you can compare this year's net revenue of a long term promotion with the net revenue derived from the same promotion last year.
You can display information about the currently selected filter search criteria at any time. Click Filter Summary .
You can save multiple filter values and set one of the saved filter searches as default when opening the calendar via personalization. That way you have an
already formatted search ready when you open the calendar.

Specifics for Trade Promotion


For trade promotion business roles, a trade spend level is available in the hierarchy (in addition to types and objects). You define trade spends for trade promotion
types, in Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign Management Integrated Marketing
Calendar Define Trade Spends .
You can also use the working context with both the advanced and filter search functions, to provide default values when you perform searches. You can use this
for example, when you work with certain products and accounts more frequently, and do not want to set the same attributes every time.

Activities
To start filter search, select the required marketing projects under Marketing Project Clusters . You have to select at least one entry in the marketing project
clusters area to be able to display a search result in the graphical display area. That is, just selecting one of the filter search tiles is not sufficient.
To select the required filter search tile entries, click a filter search tile. A tick-mark on a tile indicates that you have selected entries for that filter search tile.
For information about the marketing project categories that apply to each filter search tile, see Customizing documentation for Define Filter Search Tiles . For
example, the Accounts filter search tile does not apply to campaigns since campaigns do not have an account.
To display search results in the main calendar, click Search . To display results in the split calendar area, click Search in Split Calendar .

More Information
Example: Filter Search
Searches in the Calendar
Working with the Calendar

1.1.2.1.2 Example: Filter Search

This section provides examples of how you can use the filter search function.

Procedure

Example 1
You are a senior trade professional and want an overview of all planned trade promotions for the second half of the year, for a particular account. .
1. Select the Trade marketing project cluster of type Long Term Promotion
2. Click the Time filter search tile to select the second half of the year.

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3. Click the Accounts filter search tile to select the required account.
4. Click Search .
You can now see all the long term promotions you have scheduled for the selected account, in the second half of the year.

Example 2
You are a marketing professional working on media and consumer campaigns and are interested in the corresponding key timings.
1. Select marketing project clusters Key Timings , Media , and Consumer.
2. Click the Time filter search tile to select a year.
3. Click the Marketing Plan filter search tile to select a specific marketing plan.
4. Click Search.
You can now view the key timings of the selected year and just those media and consumer campaigns that are assigned to the selected marketing plan for the
selected time period.

More Information
Filter Search
Searches in the Calendar

1.1.2.2 Working with the Calendar

You use the integrated marketing calendar for a quick overview of certain marketing projects, or to work on your marketing projects.

Prerequisites
The calendar is highly configurable in terms of what is available on the UI, so ensure that you have completed the following:
Settings with respect to the calendar layout and functions
Role-specific settings
Implementation of the necessary Business Add-Ins
You do this in Customizing for Customer Relationship Management , by choosing Marketing Marketing Planning and Campaign Management Integrated
Marketing Calendar . The documentation for each activity describes the effects of the settings on the UI.

Features
The marketing projects are represented in the form of horizontal bars on a time axis.
Once you have started the calendar and performed a search, the marketing projects (campaigns, promotions, and so on) are shown in the form of horizontal bars
on a time axis. They can be accessed or edited by other users. You can make changes to the bar, such as extending the length of a marketing project by
stretching the bar using the mouse. However, as soon as you move or make changes to a bar, they switch to change mode and cannot be changed by other
users. All marketing projects you change in a session remain locked until you explicitly save your work area.
The following graphic shows you the various screen areas of the calendar, that is, the search area, calendar control elements, calendar structure, main calendar,
and split calendar or template area:

Integrated Marketing Calendar Layout

The main and split calendar or template area can also be denoted as the graphical display area. The sections below describe what is available in each screen
area.

Search Area
Carry out searches using the advanced search, and filter search functions.
Display search results in the main calendar, or split calendar, or the template area.

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If you choose List Display , all the marketing projects of the search result are displayed in a tabular format. Click Marketing Project ID to navigate to the
Overview Page of the corresponding marketing project.

Calendar Control Elements


You can use the options available in this area, to change the way information is displayed in the graphical display area. For more information, see Calendar
Control Elements.

Calendar Structure
The structure has an impact on how marketing projects are displayed, considering views and grouping rules in the calendar area. Change the view of the calendar
structure depending on the perspective of marketing activities you want.

Main and Split Calendar


There are many options you can use within the graphical display area when working on marketing projects: by double clicking project bars, by using the context
menu available with each marketing project, and so on. You can quickly create, copy, delete, or reschedule your marketing projects, by drawing, dragging, or
deleting the bars in the graphical display area. For more information, see Main and Split Calendar.

More Information
Integrated Marketing Calendar
Searches in the Calendar
Roles and Authorizations

1.1.2.2.1 Calendar Control Elements

This section describes the various options you can use, when working in the calendar.

Features
Zoom
Here you can select predefined time scales (week, month, quarter, half year, and year), which are displayed in the time axis of the graphical display area.

Note
When you perform a search, the system determines the time scale based on search results. For example, if all the marketing projects of a search
result fall in the first quarter of a year, the quarter time scale is used.

Split
Here you can select pre-defined search queries to display information in the split calendar. This allows you to compare and contrast information that is
displayed in the main calendar area. For example, if you select the Previous Year's Plan , which is available as part of standard delivery, the split
calendar shows you what happened one year earlier given the same parameters as in the main calendar. You can create your own pre-defined search
queries using a Business Add-In. For more information, see Customizing documentation for BAdI: Definition of Additional Split Search Options.
Templates
These provide an easy way of creating marketing projects drag and drop from the template area, to the main calendar area. The application automatically
navigates to the Overview page of the corresponding object. Alternatively, in Customizing you can allow creation of marketing projects directly in the
calendar.

Note
Once you select a template, the Split dropdown list box is rendered inactive. The template library is displayed below the main calendar area. You
cannot create, edit, or delete templates in the template library.

Campaign Template Library : Here you can use the advanced search function to find the required template.
My Campaign Templates: Displays all the campaign templates available in the My Campaign Template work center area. Here the default
implementation searches for all campaign templates that the logged on user is responsible for. You can refine search criteria here. You can also
change the default implementation. For more information, see Customizing documentation for BAdI: Modification of Template Searches.
Specifics for trade promotion:
Trade Promotion Template Library : Here you can use the advanced search function to find the required template.
My Trade Promotion Templates : Displays all the trade promotion templates available in the My Trade Promotion Template work center area. For
more information about changing the default, see My Campaign Templates above.
My Account Templates : This option is enabled or disabled depending on whether you have entered an account as a criterion in the Advanced
Search or Filter Search.
Show
Here you can select options to display additional information such as additional date ranges and KPIs with respect to marketing projects. Once you select
an option, the requested information appears in the form of appended bars, for all affected marketing objects.
When you move a marketing project by dragging and dropping it along the time axis of the calendar, additional date ranges also shift automatically. You can
change this. For more information, see Customizing documentation for BAdI: Definition of Additional Date Ranges That Remain Fixed .
Specifics for trade promotion: In addition to date ranges and KPIs you can also display trade spends.
Color Scheme
This allows you to color-code marketing projects that are displayed, based on criteria such as type, and status. For example, if you are tracking campaigns
you can easily distinguish between campaigns that are completed or in progress, by color coding them according to status.

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Filter By
Here you select criteria to further filter search results in the graphical display area. For example, select Filter By Priority , and then from the
dropdown list box next to it, select a particular value, such as High . Only those marketing projects that have this priority, are displayed.
Legend
This shows you what attribute each color in the color scheme stands for.
Export to Excel
When you export calendar contents to a worksheet, it includes the following:
Displayed calendar structure, selected time scales, bars, including color and bar text, additional information appended to the bar, summary bars,
displayed additional date ranges, split calendar, and the factory calendar
Print
You can preview and print calendar details. This also includes the calendar time axis at the top of the page.

More Information
Working with the Calendar

1.1.2.2.2 Main and Split Calendar

This section describes the various options available for the main and split calendar area,

Features
Time Scales
Display fiscal year variant: Depending on whether a fiscal year variant is assigned to your role in Customizing, you can display the fiscal year variant
as time ribbon in graphical display area of the calendar. You can show or hide the fiscal year variant using the context menu available via the
secondary mouse button over the time axis in the graphical display area of the calendar.
Display global calendar: This includes global events and holidays from the factory calendar. The various holidays are displayed in a color defined in
Customizing.
Specifics for trade promotion:
Show or hide the account calendar: Depending on number of valid account calendars available, you can display one or more account calendars for
the displayed accounts. The account calendars are grouped by account. You can change the sequence of the account calendars by holding one
ribbon down with the primary mouse button and dragging the ribbon to the required position.

Note
The system retrieves account calendar information from account defaults. So you should have created the necessary account calendars in the
Account Calendar assignment block of the Account Defaults application.

Form View
Double-click a bar to display the current search result in a form view, which you can also print. Depending on what is defined in Customizing, the following
options are available:
Key Timings : Displays information about key timing objects in the current search result.
Structure : Displays information about all projects in the search result
Related projects - Cluster : When you double-click a project bar, this option displays information about the cluster the marketing project belongs to.
That is, information about all the project bars within that cluster, are displayed.
Related projects - Overlap : When you double-click a project bar, this option displays information about all other project bars where the time frame
overlaps with the one you clicked - for the current search result.
Context Menu
The options available via the context menu depend on where your cursor is and the Customizing settings you have made.
Context menu options for when the cursor is on a project bar:
Details
It enables you to navigate from the bar to the Overview Page of the marketing project. You can then work on the marketing project, save changes, and
navigate back to the calendar.
Copy
Delete
Context menu options for when the cursor is in the graphical display area, and not on a project bar: You can create marketing projects such as key timings,
marketing plans, campaigns, and trade promotions depending on role-specific Customizing.
Tool tips and bar text
Tool tips and bar text in the graphical display area apply to all marketing project categories (such as campaigns or trade promotions), and the type of
marketing projects (such as price promotions). In Customizing, you can define the attributes that should be displayed in tool tips and bar text. For example,
ID, description, status, and so on.
Edit Dates
You can make changes to the duration of marketing projects by stretching the bar. You can also use drag and drop to move it along the time axis to change
start and end date of the marketing project.
Summary bars
If a structure has multiple hierarchy levels you can use summary bars at the higher hierarchy level to see the time taken by the subordinate objects.
Personalization
Role-specific settings in Customizing pre determine many of the features for a business role. But via personalization you can allow individual users to
override these settings. In addition to the standard features available via personalization, you can do the following:
Maintain start data such as the initial search, initial structure, the factory calendar, and global calendar. This is then displayed automatically during
initial load of the calendar.
You can also maintain default values for these fields via Customizing.
Maintain additional date ranges for marketing project categories.
Add or hide filter search tiles.

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Scrolling
Depending on what is defined in Customizing, you can synchronize main and split calendar scrolling. Further, in addition using the scroll bars, you can
freeze panes.

Specifics for the Split Calendar


It can be accessed in the following ways:
By using the Search in Split Calendar function in the advanced search and the filter search.
By using the Split dropdown list box in the calendar control elements area.
Availability is role dependent.

More Information
Working with the Calendar

1.1.2.3 Roles and Authorizations

You can use this function to understand how to configure business user roles and provide authorizations for users to work with the calendar.

Features
Business Roles
The integrated marketing calendar is available with the following business roles:
Marketing Professional; PFCG Role: SAP_CRM_UIU_MKT_PROFESSIONAL
TPM Professional; PFCG Role: SAP_CRM_UIU_TPM_PROFESSIONAL
Trade Finance Professional; PFCG Role: SAP_CRM_UIU_TFM_PROFESSIONAL
Trade Claims Professional; PFCG Role: SAP_CRM_UIU_TCM_PROFESSIONAL
Authorization Objects
There are no authorizations objects specific to the calendar. The authorization object of each marketing object itself indicates or determines this. For
example, if a user logs on using the marketing professional role and is able to see, edit or delete a campaign in the Campaign Overview Page. This user
then has authorization to perform these actions in the integrated marketing calendar as well.
What you can do to restrict or increase the number of features available to a user in the calendar, is to define role settings. They apply only to the integrated
marketing calendar. You do this in Customizing, under Customer Relationship Management Marketing Marketing Planning and Campaign
Management Integrated Marketing Calendar .
If what you are using is not a standard role, but a copy, check if the necessary authorization is available with the copied PFCG role. You do this in the SAP
Easy Access Screen , using transaction PFCG.

Activities
For Roles
1. Assign the required user to the required position and organization, in the Organization Model.
2. Assign the user to the required business role.
3. Make the required role-specific Customizing settings.
We recommend that you create copy of the required PFCG role and then make the required Customizing settings to the copy. For example, for the Marketing
Professional role (PFCG: SAP_CRM_UIU_MKT_PROFESSIONAL) create a copy like Z_SAP_CRM_UIU_MKT_PROFESSIONAL.

For more information, see Customizing documentation under Customer Relationship Management UI Framework Business Roles: .
Define Business Role
Define Organizational Assignment

1.1.3 Product Assignments

You can assign a product or range of products that you want to promote to a campaign, deal, or trade promotion. You can assign the following:
Single product
Product category
Product group
Product segment (to trade promotions and campaigns)

Integration
In an SAP Enterprise Resource Planning (SAP ERP) integration scenario, only the sales-dependent product hierarchy R3PRODHIER is supported. This is due to
consistency and reporting reasons.

Prerequisites
You have:

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Created the product for assignment by choosing Master Data Product
Defined the possible product planning basis in Customizing for Customer Relationship Management (CRM) by choosing Trade Promotion Management
Basic Data Products Define Product Planning Basis
Defined a marketing project type that allows you to assign products in Customizing for Marketing by choosing Marketing Planning and Campaign
Management Basic Data Define Types/Objectives/Tactics
Ensured that all the products that belong to a product category or group have the same base and sales unit and the same list price or price list
Defined product hierarchies and product groups in Customizing for CRM by choosing Trade Promotion Management Basic Data Products
Assign Product Hierarchies or Assign Product Group
Optionally defined the minimum level of the product hierarchy to explode to when you create a short or long term trade promotion in Customizing for CRM
by choosing Trade Promotion Management Basic Data Products Assign Product Hierarchies.

Note
Deals inherit the short term trade promotion setting.

Features

Product Planning Basis


Under General Data you can assign the following combinations as your product planning basis:
Product
Generally, you plan consumer campaigns, such as media campaigns, for one product at a time or for a short list of distinct products.
Product category
This enables you to enter a collection of related products. For trade promotions, however, account managers plan their promotions with retailers for a whole
line of products, for all products within a brand, or possibly for a combination of the two.
Product group
The product group is an attribute in the sales set of the product. When you assign a product group, you also assign all the products for the sales area of the
marketing project that belong to that product group.
Product category and product
Product group and product
Undefined

Note
You cannot assign both product categories and product groups.
If the product is a structured product, you cannot explode to the product items. If you want to explode a structured product, you can either implement a
Business Add-In (BAdI) or assign the structured product's items individually.
You can add a display pallet structured product to your trade promotion and it's product categories are automatically included in the promotion.
You can assign a product category or group without exploding to the individual products.

Product Hierarchy Minimum Level


You can specify a minimum level of the product hierarchy for trade promotions and deals to enforce the optimum level in the product hierarchy. By default, the
value defined for short term trade promotions is used. If a value is also entered for long term trade promotions, then the value used is determined by the length of
the trade promotion.

Note
The condition generation type defined for a trade promotion type determines whether or not the promotion is long or short term. If Long Term Planning is
selected in the IMG activity Define Condition Generation , then this indicates that it is a long term trade promotion, otherwise, it is a short term trade promotion.

The minimum level indicates the level of the product hierarchy, relative to the root level, that the hierarchy will be exploded to if you choose a product category that
is higher in the hierarchy than this minimum level.

Example
You have a product hierarchy with five levels. Level zero is the root level. In Customizing, you define the minimum level for long term trade promotions as three.
If you add a product category to a trade promotion that is at level one, then the product categories at level three are included in trade promotion planning.

Checks
Territory
After you assign a product, product category or a product group, the system checks it against the territory.
Partner/Product Range (PPR)
After you assign a product or product category, the system checks it against the PPR.
There is no PPR check for product groups.
PPR checks are not performed if the assigned planning account is a target group. This is due to the dynamic nature of target groups.
Listing
After you assign a product or product category, the system checks it against the listing for the SAP CRM product hierarchy. There is no listing check for
each product in a product category.
In SAP ERP, listings are maintained at product level only.
There is no listing check for product groups.
Double Entries
After you assign a product category, the system checks it for any overlaps between individual products and product categories. If there are any overlaps,

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the system produces an error message and you cannot complete the assignment. Finally, the system checks for any overlapping product category
assignments, which would also produce an error message.

Note
The same applies to product groups.
You can specify products that are assigned already to a specific distribution channel, territory, and sales organization.
You can maintain data such as the unit of measure and information on free goods in products. This information is then used in volumes and trade spends
planning to calculate uplift, total cost, and so on.
You can activate the partner/product range (PPR) check to filter the list of products that you have assigned for that customer or sales area.

Activities
You assign a product, product category or product group in Products .
Products that you assign to a specific campaign can also be used as product proposals in the Interaction Center (IC).
In the field Product ID , you can enter the product you wish to assign.
To assign a product category, enter the product category in the Category ID field.
This assigns all products in this product category automatically to your marketing project.
To delete specific products from this product category, select the products and delete them individually. Similarly, there are fields for entering an additional
product hierarchy or product group.
In the field Exclude , you can remove products from planning without having to delete them physically. In this way, the products remain assigned to the
marketing project but are inactive.

More Information
Products
Product Group Assignment
Partner/Product Range Checks in Marketing
Specifics of Mobile Sales (laptop): Marketing

1.1.3.1 Partner/Product Range Checks in Marketing

Partner/product range checks allow you to offer certain products to certain business partners.

Activities
To use partner/product range checks in Marketing, you need to make the following settings in Customizing for Customer Relationship Management by choosing
Master Data Partner/Product Range Basic Settings :
In the activity Define General Settings for Partner/Product Range, you need to check the indicator Check PPRs in Business Transactions and
Applications and set the PPR Type for Marketing Planner to 0012 Marketing Planner .
In the activity Define Partner/Product Range Types, you need to check the indicator Use in PPR Check for type 0012.
In the activity Define Transaction Types and Applications Relevant for Check, add MKPL in the second folder Applications Relevant for the PPR.

More Information
Partner/Product Range Check

1.1.3.2 Listings in Marketing

You can use listings to validate your products in Marketing.

Integration
We recommend that you use listings or partner/product ranges (PPRs) consistently in Marketing and in your sales order area.
It is technically possible to use both listings and PPRs simultaneously for product validation, but we do not recommend this for performance reasons.
The data model for listings enables integration with SAP ECC listings for sales and distribution.

Prerequisites
You have completed the Customizing activities under Customer Relationship Management by choosing Trade Promotion Management Basic Data
Listings and Partner/Product Ranges .

Features

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The system ensures that:
A product can only be assigned to a trade promotion if it is contained in a valid listing.
For example, when you try to assign a product to a trade promotion, the system checks whether the product is listed for that promotion. If the product
is not listed or has been excluded, it cannot be assigned.
The planning account, type, sales area, planned start date and planned end date are defined for a trade promotion.
If not, then the system cannot do the listing check and you cannot add any products.
The system checks the listing for the first and last day of the validity period specified in the trade promotion. If the check fails for one of the dates, then
the system does not validate the product.

Note
If you want the system to check different dates, implement the BAdI BAdI: Define Listing Checks .

When you create a sales order, the system checks the listing to ensure that the products are valid for the customer, and ensures that the correct conditions
are used to generate the price that you entered in the trade promotion.
The system checks the condition part (for example, is there a condition record for a specific SALES_ORG and SOLD_TO_PARTY at the access
timestamp.) If this check is successful, the system checks the related PPR (for example, is the item PRODUCT available in the PPR).
The system generates conditions immediately from the prices that you enter in the trade promotion, or after synchronization if you are working on a mobile
client.

More Information
Partner/Product Range Checks in Marketing

1.1.3.3 Product Group Assignment

As well as assigning products, you can also assign product groups to a marketing project. For more information , see Product Assignments.

Activities
To assign a product group to a marketing project, you proceed as follows:
1. First of all, you need to define your product group. You do this in the following Customizing activity: Customer Relationship Management Master Data
Products Special Settings for Sales Operations Define Product Groups .
2. In the above activity you can define up to five product groups. However, only one of them can be used in Marketing. To assign the product group to be used
for a particular marketing project, you should go to the following Customizing activity: Customer Relationship Management Trade Promotion
Management Basic Data Products Assign Product Groups .
3. You now need to enter the product group as an attribute of the product. This needs to be done for all products in a product group. Choose Master Data
Product . Select your product and choose the Distribution Chains assignment block. In the Distribution Chain section, specify a sales organization. In
the Sales Groupings section, select a Product Group ID .
4. Once the products have been updated with the product group, you can enter the product group in the Products assignment block in Marketing. You call
up your marketing project and enter the sales area. You can then enter the product group under Products .

1.1.3.4 Assigning Product Catalogs and Catalog Variants

You can assign product catalogs or catalog variants to a campaign. When you assign catalog variants, you can view information about the header and
administration data for the catalog variants in the work area.
You would use product catalogs or catalog variants if you market a large range of goods, which is valid over a longer period of time or if you work with web channel.

Note
A product catalog or catalog variant can only be assigned to one campaign. This means that if you have already assigned a product catalog or catalog variant,
it cannot be used again.

Activities
Under the assignment block Product Catalogs , you can assign product catalogs or catalog variants. This is a hidden assignment block in the standard
delivery that you have to select in the configuration tool as an assignment block that can be viewed.
To enter a product catalog, you enter the product catalog ID in the first column. To enter a catalog variant, you must also enter a catalog variant ID.

1.1.3.5 Product Proposals

This function helps you increase sales to your business partners by recommending products in addition to or in place of the one(s) already selected.
The recommended products may be more expensive products (up-selling), cheaper products (down-selling), or products related in some way to the product
requested by the customer (cross-selling).
Product proposals can be tailored to the requirements of a particular business partner by being matched to their marketing profile or target group.
Top n product lists can be used to provide specific lists of products to be proposed (for example, best-sellers).
Automatic product proposals is an especially powerful tool in online scenarios, where it effectively replaces the conventional store assistant.

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Integration
Product proposals are integrated with product master data in SAP CRM, as well as segmentation.
They can be used in CRM sales transactions, for example standard orders. They are available in SAP CRM WebClient UI, including Interaction Center, and in
CRM Web Channel.

Features
Cross-selling
You define relationships between products, known as product association rules. Each rule consists of a leading product(s) (those for which other products
are to be suggested) and dependent product(s) (those products that are to be suggested). By linking products in this way, other products can be offered in
addition to the products selected.
Up-selling and down-selling
You can define other products that should be proposed if you sell a specific product. The products that are proposed are defined using the up-selling rules
and down-selling rules.
Top n product lists
On the basis of their assignment to an attribute set, business partners can be assigned to one or more target groups. By evaluating sales data from the
SAP NetWeaver Business Intelligence (BI) component, a list of top products for the target group can be created and then displayed for all business
partners in this target group.
In addition to top n lists evaluated using sales data, you are also able to maintain a permanent list of products. This could be, for example, products for
which no sales data exists as yet, or stock that you wish to clear at a discount.
For more information, see Top n Product Lists and Product Proposals.
Proposing accessories for a specific product
The accessories are maintained in the product master.
Generating product proposals with reference to a campaign or trade promotion
The products assigned to a campaign or trade promotion can be offered to a customer, for example in the Interaction Center. For more information, see
Product Assignments.
With method schemas, you can combine various types of product proposals including your own function modules and define how proposals should be
generated.
You set up method schemas in CRM Customizing. Choose Marketing Product Proposals .

More Information
Product Proposals in Sales Transactions

1.1.3.5.1 Top n Product Lists

A top n product list is a combination of business partners and products that is valid for a specific period of time in a pre-defined scenario (for example, Telesales,
CRM Web Channel) and with which products in these areas are offered for purchase or sale.
A top n list consists of information that can be entered on two different levels: The header, which mainly contains administrative information (description, status),
and one or more top n items, which contain the combination of business partner, product, and validity period.

Note
The term top n product list comprises both the top n header and the related top n items. However, the list of products itself is entered at item level. Each top n
header can therefore contain a number of different top n items (that is, product lists).

CRM Web Channel


Top n product lists are used in CRM Web Channel to produce online product proposals for business partners visiting a Web shop. Depending on the marketing
profile to which the business partner belongs and the corresponding target group, the system can display product proposals tailored to the business partner's
marketing profile. The products themselves can be entered manually or determined from SAP NetWeaver Business Intelligence (BI) on the basis of the sales
figures for a given target group. For more information on product proposals, see Usage of Target Groups.
SAP Telesales
Product proposals in the Interaction Center can be derived from top n lists. When a customer is identified in the Interaction Center (IC), all the products currently
valid for that customer are displayed as proposals in the locator. The products can then be selected and copied into sales items.

Structure
Each top n list consists of one or more top n items to which you can assign the following:
One or more marketing segments
One or more products
A Web shop
One or more validity periods
This information is used to control which product proposals are displayed for which business partners in which scenario (CRM Web Channel or Telesales, for
example).

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The following figure shows an example of how a top n product list can be structured.

1.1.3.5.1.1 Top n Product Lists and Product Proposals

You create top n product lists as partner/product ranges (PPR). This provides the following advantages:
You can combine top n product lists that come from SAP NetWeaver Business Warehouse (BW) with manually maintained top n product lists.
Validity periods enable you to create top n lists that are valid for particular periods only.
For more information about partner/product ranges, see Partner/Product Range.

Activities
Online Product Recommendations
Top n items can be assigned to all three types of marketing segment. In an online scenario, this means that even if business partners are not assigned to a target
group (as in the case of new business partners or those that change their existing profile), they can still receive product proposals online. This assumes that their
marketing attributes match a given profile or profile set. Existing customers can still receive a proposal based on their previous assignment to a target group. In
addition, as for new customers, they can also receive proposals that are based on their assignment to a new profile or a new profile set (where such proposals
exist).
The product proposals received depend on the type of marketing segment, as follows:

Segment Type Result

Target group The business partner receives a product proposal, provided that he or she belongs to the
target group.

Profile The business partner receives a product proposal, provided that his or her attributes
match those of the profile.
If an active target group exists for the profile, the system only checks whether the
business partner belongs to this group. This improves performance by avoiding the need
for profile matching. If no active target group exists for the profile, then the system checks
the business partner attributes against the profile.

Profile set The system checks whether the business partner's profile data matches any of the
profiles within the profile set.
If an active target group without duplicate entries exists for the profile set, the system only
checks whether the business partner belongs to this group. If no active, duplicate-free
target group exists, the system runs through every segment in the profile set (starting
with the smallest segment, that is, target group) until it finds a segment to which the
business partner belongs.

Assigning Products
Products from SAP NetWeaver Business Warehouse
To select products from SAP NetWeaver Business Warehouse (BW), you must create a top n item and a rule. A rule contains a parameter field stored in a
separate table. Several DDIC files can be integrated into this parameter record. When you trigger BW selection, all existing products in the list are deleted,
and replaced with the list from the new selection run.

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Note
SAP delivers the top n scenario rule Top N by default. If, however, you want to select top n products from a system other than SAP NetWeaver
Business Warehouse, you must implement your own function module. You do this either by creating a new rule that uses this function module, or by
entering the new function module in the existing rule.

The products are selected from the BW system, based on the BI parameter ID and the list of business partners (one duplicate-free list for all the assigned
marketing segments). The list of business partners depends on the type of marketing segment assigned, as follows:

Segment Type Result

Target group List of business partners in target group (target group must be active)

Profile List of business partners in the target group that belongs to the profile (target group must
be active)

Profile set List of business partners for the duplicate-free target group (target group must be active). If
no active target group without duplicate entries exists for a profile set, then the system
reads through all active target groups in the group. It then combines all the business
partners contained in these target groups, into a single list without duplicate entries.

Manually created products:


You can enter all manually assigned products in one item, or create a specific top n item for each product. This depends on whether you want to mix the
products. If you want to use the products in a Web shop (top n product proposal or global product recommendations in CRM E-Commerce), the top n item
has to be assigned to this Web shop.
For products that should not be integrated in top n product proposals and global product recommendations (CRM E-Commerce), you have to create a
separate top n item. The marketing segments to which this exclusion applies have to be assigned under Business Partner . Under Product , you have to
assign the relevant products and set the exclusion indicator. This indicator is part of the standard partner/product range functionality. The exclusion of
products using this indicator can thus be defined at shop level. As a consequence, a scenario such as 'For target group 1, products A and B should be
excluded from the product proposal in the CD shop, whereas products C and D should be excluded in the video shop' is feasible. If you do not specify a
Web shop, these products are excluded only in the Interaction Center. Note that products that were excluded from Web shops are also excluded in the
Interaction Center. A telephone customer therefore receives the same product proposals that he or she would receive in any other shop.

Note
The following special feature exists for the use of top n lists in a CRM Web shop with an ERP shopping basket (outcome: an ERP sales order is created
via a CRM Web shop):
If you want to create an ERP sales order via a CRM Web shop, you may not assign a Web shop in this step, because the ERP shopping basket does
not recognize it.

Example
The following figure demonstrates how top n lists help to generate product proposals in a Web shop:

First of all, the system determines all top n items that are assigned to the shop (here: CD shop). In this example, the top n items 1 and 2 from top n list 1, and top
n item 1 from top n list 2, are assigned to the CD shop. This CD shop then receives all products that are contained in the relevant PPR items for the business
partner. The resulting list of products is matched against the index server (which stores the list of products available in a shop), and any products that are not
available are removed from the list.

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1.1.3.5.1.2 Working with Top n Product Lists

To be able to generate top n product proposals, you must first manually create a top n product list.

Prerequisites
In Customizing, you have made all the necessary settings in Customizing for top n product lists. In particular, if your top n product list is to contain products
determined from SAP BI, you will need to carry out the activity Customer Relationship Management Marketing Product Proposals Define BI Parameter
ID for Top n Lists .

Activities
Create top n list
When creating a top n list, you specify whether the list is active or not. Only lists with status Active can be used in the application (CRM Web Channel, for
example).
Create item
You can add items to an existing top n list. An item combines products, segments, and validity periods.
You can set the exclude indicator either for the entire item or only for a particular validity period. This defines, for example, that none of the products
belonging to this item should be proposed.
You can assign individual products manually or products determined from SAP BI. For products from SAP BI, you must select a rule and a BI report to have
the products determined.
You also have the option of setting the exclude indicator here, that is, excluding the products defined for this particular item.

1.1.3.5.2 Cross-Selling, Up-Selling, and Down-Selling

This function is used in SAP CRM Marketing to propose cheaper or more expensive products as alternatives or additions to another product or products.
Cross-, up- and down-selling functionality is used in both SAP CRM Web Channel (Web Shop) and SAP Telesales where it is designed to increase turnover by
generating additional sales.

Features
You can use product association rules to determine (see Activities section below) which products should be proposed under which conditions instead of or in
addition to other products.
Cross-selling
For a given product or combination of products, you can specify that additional products are to be suggested for purchase.

Example
If a business partner orders a PC, you can cross-sell by suggesting that they also buy a printer or a particular software package.

Up-selling
You can define other products that should be proposed if you sell a specific product.

Example
If a business partner orders a fax machine, you up-sell by proposing a more expensive, better-equipped version.

Down-selling
Under certain circumstances, you may want to suggest a cheaper product as an alternative (down-selling).

Example
A telesales agent is able to view both more expensive (up-selling) and cheaper (down-selling) alternatives (depending on Customizing settings). As a rule, the
agent will generally try to promote up-selling products to the customer, but to prevent a no-sale he or she may also be forced to propose down-selling
alternatives instead. If you create up-selling and down-selling rules that are target-group-specific, you can control for which business partners you generally
want to perform up-selling, and for which down-selling.

Activities
Manual Processing of Cross-Selling Rules
Cross-selling rules define the dependencies between products and are expressed in the following form:

Example
Rule 1: A + B + C E + F

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This rule states that if products A, B, and C are chosen, products E and F are proposed.
Note that products E and F are only proposed if all three products are selected.
Rule 2: A + B + C+ D G + H
This rule states that if products A, B, C, and D are selected, products G and H will be proposed.
Note that products G and H will only be proposed if all four initial products are selected.

The products on the left side of the rule are known as the leading products, those on the right are the dependent products.
If you want to propose the same dependent products for several different leading products, you need to create a separate rule for each leading product. If you
simply enter all the leading products together in one rule, then product proposals will only be triggered if all these products are selected.

Note
In SAP CRM Web Channel, only cross-selling rules with one leading product can be used.

Generating Cross-Selling Rules Using Data Mining and BAPIs


In addition to creating product association rules manually, you can also have them determined in SAP NetWeaver Business Intelligence (BI) using data mining
techniques. These rules are then imported into CRM using BAPIs. These BAPIs act as an interface between CRM and the external system in which the rules are
determined, be it SAP BI or otherwise. For information on generating rules in SAP BI, see SAP Library under SAP NetWeaver BI Content Customer
Relationship Management Product Analyses Cross-Selling .
The following BAPIs are used to create, change, and delete product association rules: BAPI_PR_AR_CREATEFROMDATA, BAPI_PR_AR_DELETE and
BAPI_PR_AR_CHANGE. In addition, the following BAPIs have been created: BAPI_PR_AR_EXISTENCECHECKDATA, BAPI_PR_AR_GETLIST and
BAPI_PR_AR_GETDETAIL.

Manual Processing of Up-/Down-Selling Rules


Up-selling and down-selling rules are based on the relationships between different products. The ranking value for the products determines whether they are
proposed as up-selling or as down-selling products. Depending on the settings you entered in the IMG under Customer Relationship Management
Marketing Product Proposals Define Procedure for Creating a Ranking Value , you can either enter the ranking value manually or have it entered
automatically. For more information about this, see Working With Product Association Rules.

1.1.3.5.2.1 Product Association Rules

Product association rules describe the relationship between two or more products and are used for cross-selling purposes in applications such as SAP CRM
Web Channel and Telesales. Association rules may either be created manually or may be determined from the SAP BI (Business Information Warehouse) using
data mining techniques. For more information about generating rules in the BI system, see SAP Library under SAP NetWeaver SAP NetWeaver Library
SAP NetWeaver by Key Capability Information Integration by Key Capability Business Intelligence Data Mining Association Analysis .

Product association rules are used to determine what product or products may be recommended in addition to (cross-selling) or instead of (up-selling/down-selling)
a given product, and under what conditions. These conditions can include the relationship between the products in terms of price or contribution margin for
example. You can create association rules that only apply for particular target groups or marketing profiles, or you can create global rules where no such
restriction applies.

Structure
There are two basic types of association rule:
Cross-Selling
The cross-selling association rules are specified in terms of leading products and dependent products.
Up-Selling/Down-Selling
These association rules are specified in terms of the relationships between products. The ranking value for the products determines whether they are proposed
as up-selling or as down-selling products.

Example
This example shows a range of similar products for which an up-/down-selling rule can be defined. Up-selling/down-selling relationships are determined according
to the value in the Rank column. This number reflects the value of the product.
The higher the ranking value, the greater the value of the product.
If someone orders the product CP1, then CP2 and CP3 can be proposed as up-selling products.

Product ID Description Rank

CP3 Cell phone case (leather) 3

CP2 Cell phone case (material) 2

CP1 Cell phone case (plastic) 1

1.1.3.5.2.2 Working with Product Association Rules

Product association rules can be either cross-selling, up-selling, or down-selling rules.

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Cross-selling rules define which products are offered under which conditions instead of other products. A differentiation is made between leading and dependent
products.
Up-/down-selling rules define which products are offered under which conditions instead of other products. Up-selling and down-selling rules are based on the
relationships between different products. The ranking value for the products determines whether they are proposed as up-selling or as down-selling products.

Prerequisites
To create an association rule for a specific target group or marketing profile, you must have created such a group or profile under Segments . This target
group or profile must have the usage Product Proposal .
You must have defined a method schema that specifies the procedure by which the results of the different product proposals are to be determined. For more
information, see the IMG documentation under Customer Relationship Management Marketing Product Proposals .

Features

Global, target-group-based, and profile-based rules


Product association rules can be defined for particular target groups or marketing profiles, meaning that in the application the relevant product proposals are only
used if the business partners selecting the products belong to the given target group or match the relevant marketing profile defined in the rule. The facility to
create rules based on profiles is particularly relevant in an online scenario such as SAP CRM Web Channel. Since the matching of business partner to a profile
is immediate, product proposals can therefore be generated for new business partners or those that change their profile, without the delay involved in assigning
them to a target group first (usually done overnight per background job).
Similarly, you can also create global business-partner-independent rules. An assignment of this kind is not necessary for these rules, since the association rule
is only triggered on the basis of the products selected and without checking the business partner target group. Those rules that you specify as being global will
mostly be those that you maintain manually (as opposed to those determined from the BI system) and are valid for all business partners, regardless of their
particular profile or target group.

Active and inactive rules


A distinction is made between active and inactive product association rules. You can first save a rule as inactive and then after the required checks and tests
decide whether to activate it. Only active rules will generate product proposals in the application.
Ranking value for up-/down-selling products
You can decide whether the ranking value of products in an up-/down-selling rule is determined automatically or specified manually. To do this, in the IMG choose
Customer Relationship Management Marketing Product Proposals Define Procedure for Creating a Ranking Value .

Note
If you add a product to an existing rule and have the ranking value for this product determined automatically, the ranking value for all other products in the rule
is recalculated. All manually entered values are overwritten. The same applies if you delete any of the products. As soon as you choose Enter , the ranking
value for all products is recalculated.

1.1.3.5.2.3 Creating Up-/Down-Selling Rules

Up-/down-selling rules define which products are offered under which conditions instead of other products. Up-selling and down-selling rules are based on the
relationships between different products. The ranking value for the products determines whether they are proposed as up-selling or as down-selling products.

Prerequisites
To create product association rules for specific target groups or marketing profiles, you have first created a target group or profile. This target group or profile
must have the usage type Product Proposal . In the case of target groups, such a group may also be imported from an external system.
You have defined a method schema that determines the procedure by which the results of the different product proposals are to be determined. You can find
more information about this in the IMG by choosing Customer Relationship Management Marketing Product Proposals Create Method Schema
.

Procedure
To create an association rule for up-/down-selling proceed as follows:
1. Choose Up-/Down-Selling Rule New .
2. Specify whether the rule is to be global, specific to a target group, or to a profile. Enter the target group or profile as necessary.
3. Enter the products for which this rule should apply.
4. Enter a ranking value for the alternative products within the rule.
You can have the ranking value of products determined automatically. You do this by choosing Customer Relationship Management Marketing
Product Proposals Define Procedure for Creating a Ranking Value in the IMG.
If you add a product to an existing rule and have the ranking value for this product determined automatically, the ranking value for all other products in the
rule is recalculated: all manually entered values are then overwritten. The same applies if you delete any of the products. As soon as you choose Enter ,
the ranking value for all products is recalculated.
5. Save your data.

1.1.3.5.2.4 Product Proposals for Non-Business Partners


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1.1.3.5.2.4 Product Proposals for Non-Business Partners

Product proposals are an efficient means of increasing sales figures. You can use this function to display cross-/up-/down-selling proposals to an unknown visitor
to a Web shop as soon as they specify their interests and thereby enter the required attribute values for the product proposals. Without having to become a
business partner, the unknown visitor receives an immediate product proposal tailored to his or her interests, increasing the probability that the visitor will become
a business partner.
If these unknown visitors do not immediately decide to purchase a product, but visit the Web shop again at a later date, they can be recognized and then receive
the appropriate product proposals again. Recognition of the visitor is performed using cookies, which save anonymous users with their attribute values as a
unique key.

Integration
The product proposals for non-business partners are integrated with the Web shop functionality in SAP CRM Web Channel .

Prerequisites
You have defined a method schema.
You have created product association rules and assigned them to a profile.

Features
Product proposals on an unknown visitor's first visit to the Web shop
If an unknown user visits the Web shop and enters his or her attribute values (for example age, interests, and so on), these are saved with a unique key
and stored on the client in the form of a cookie. Using the profiles whose criteria the user fulfills, the system then displays the corresponding product
proposals.

Caution
The prerequisite for this is that the user accepts cookies.

Product proposals on a repeat visit to the Web shop


When the unknown user returns to the Web shop, he or she can be identified by means of the cookie and the attribute values can be loaded. In this way, as
with the first visit, the product proposals are generated. If the user changes his or her attribute values, these changes are saved with the unique key.
Product proposals after the unknown user has become a business partner
If, on the return visit, the unknown user decides to register and purchase the product, the attribute values entered for the unknown user can be transferred to
the newly created business partner.
Deleting unknown users
For performance reasons, the data for unknown users should be deleted at regular intervals if these users have not changed their data for a certain length of
time. To this end, SAP provides a deletion report that can you can call from the CRM menu, under Marketing Tools Expert Tools Product
Proposals Deletion Report for Unknown Users that are no Longer Required .

1.1.3.5.2.5 Cross-Selling Rules Examples

The cross-selling association rules are specified in terms of leading products and dependent products. Here you can see some practical examples of cross-
selling rules:

Example 1
In this example, the modem San-M2 and the fax machine San-F1 are proposed whenever the PC San-DY is selected. The entry in the Sequence column
specifies that in the application, the fax machine is to be proposed first, followed by the modem.
Leading Product

Product ID Product

San-DY PC

Dependent Products

Product ID Product Sequence

San-F1 Fax machine 1

San-M2 Modem 2

Example 2
In this example, the sound card San-T1 and modem San-M2 are proposed whenever all three leading products San-DY , San-M4 , and San-M6 are
selected. The entry in the Sequence column specifies that in the application, the sound card is to be proposed first.
Leading Products

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Product ID Product

San-DY PC

San-M4 Printer

San-M6 Mouse

Dependent Products

Product ID Product Sequence

San-T1 Sound card 1

San-M2 Modem 2

1.1.3.5.2.6 Up-/Down-Selling Rules: Example

This example shows a range of similar products for which an up-/down-selling rule can be defined. Up-selling/down-selling relationships are determined according
to the value in the Ranking Value column. This number reflects the value of the product.
The higher the value entered under Ranking Value , the greater the value of the product.
If someone orders the product CP1, then CP2 and CP3 can be proposed as up-selling products.

Product ID Description Ranking Value

CP 3 Cell phone case (leather) 3

CP 2 Cell phone case (leather/fabric) 2

CP 1 Cell phone case (plastic) 1

1.1.4 Actual Costs

The actual costs for your marketing project are allocated in SAP ECC, not in SAP CRM, and from there they are transferred to SAP Business Information
Warehouse (SAP BI).

Prerequisites
A WBS element has been assigned to the marketing project or to the marketing elements of the marketing project. For more information, see Connection to SAP
ECC.

Features
You have three different options for entering actual costs:
Account assignment of all actual costs directly to an account assignment object in Profitability Analysis (CO-PA) and periodic transfer of the delta to SAP
BI. There, the actual costs can be displayed for the marketing elements.
For more information, see Account Assignment to Profitability Analysis.
Collect all postings to one WBS element and settle periodically to Profitability Analysis. After settlement, the actual costs that have been settled are
transferred from Profitability Analysis to the SAP BI and can be displayed for the marketing elements.
For more information, see Account Assignment to a WBS Element and Settlement to Profitability Analysis.
Collect all postings to a WBS element and transfer the actual costs from the WBS element to SAP BI by extracting data from the SAP Project System.
For more information, see Account Assignment to a WBS Element without Settlement to Profitability Analysis.
Information on the Project System can be found in the documentation for SAP ECC under SAP ERP Central Component Financials Project System (PS)
.
Information on using the Profitability Analysis component can be found in the documentation for SAP ECC under SAP ERP Central Component Financials
Controlling Profitability Analysis (COPA) .

1.1.4.1 Connection to SAP ECC

You set up a connection between SAP CRM and SAP ECC when you want to enter actual costs or revenues for your marketing project and settle them to
Profitability Analysis (CO-PA). The connection is, of course, also a prerequisite if you want to use other functions of the SAP Project System for marketing
planning.

Prerequisites
You must have completed the corresponding configurations for using SAP ECC in Customizing for Customer Relationship Management by choosing
Marketing Marketing Planning and Campaign Management System Landscape .

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Activities

Automatic transfer (middleware)


You create the connection to SAP ECC by assigning the marketing project or the marketing elements of a marketing project to a work breakdown structure (WBS)
element in the SAP Project System. From Marketing, you can create new WBS elements with assignments to marketing elements.
If you create a WBS element from SAP CRM, we recommend that you consider the following:
If you use project coding masks in SAP ECC, then you should maintain the project coding masks in SAP ECC and the editing masks in SAP CRM
consistently, to avoid name conflicts.
You can use a suitable validation rule in SAP ECC to reserve a name range for WBS elements that you create from SAP CRM.

Caution
If you want to make subsequent changes in SAP CRM, then you must first manually remove the system status Locked .
If the SAP ECC structure can no longer be changed, (for example, because the project is already budgeted), then a corresponding transfer status and
message are displayed in the SAP ECC transfer log. Where necessary, conflicts must be cleaned up in SAP ECC.
If you delete marketing elements, the status Technically completed must be set for the assigned WBS elements. Marketing elements that have been
created with automatic number assignment should be deleted manually in SAP CRM and SAP ECC. In this way, you avoid inconsistencies.
When deleting or archiving WBS elements in the SAP ECC, no check is carried out to determine whether these marketing elements are assigned in
SAP CRM.

You can monitor the status of the transfer to SAP ECC directly in the CRM Marketing application.

1.1.4.1.1 Transferring a Marketing Project to SAP ECC

You can transfer a marketing project to the project system in SAP ECC once the project is created and you have planned your budget. The costs can be checked
and you can receive notification if you go over budget or have planned costs that are not compatible with the money available. The transfer can be done
automatically.

Prerequisites
You need to make the following settings in Customizing for Customer Relationship Management :
Marketing Marketing Planning and Campaign Management System Landscape Define ERP Integration Type
Marketing Marketing Planning and Campaign Management System Landscape Exclude Marketing Plans from ERP Integration . Check the
box if marketing plans should not be transferred.
You need to maintain the site in the Administration Console (transaction smoeac in the SAP Easy Access Menu).

Select Site as the object type and then create the site.
In Object Information: Site , you then need to assign the site type.
To maintain data for a site, choose Site Attributes . Here you can see the relevant attributes from SAP ECC. The SAP ECC destination must be maintained
as a site attribute as customers, business partners and hierarchies cannot be matched in SAP CRM.
You then need to create and maintain a subscription for this site. This links the BDocs to the site you have created. You do this on the tab page
Subscriptions .

Process

Transferring Automatically
When a marketing project is created, it will be transferred to SAP ECC project system automatically if you have made the relevant settings in Customizing. Once
the marketing project is assigned a status allowing transfer, the transfer starts as a background process. The results can be seen under Administration and in
the project system of the target SAP ECC System.

Result
The system creates the WBS element in SAP ECC and/or assigns the marketing project to the WBS element. The newly created SAP ECC WBS elements adopt
the hierarchy information from the SAP CRM marketing project.

More Information
Managing Sites
Managing Subscriptions

1.1.4.2 Account Assignment to Profitability Analysis

If there is no need to accrue revenues on a time basis for your marketing campaigns, then you account assign the costs directly to a profitability segment in
Profitability Analysis (CO-PA). The system transfers the data from Profitability Analysis to SAP NetWeaver Business Intelligence (SAP NetWeaver BI) .

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Features
When account assigning the actual costs directly to Profitability Analysis, you enter the line items per marketing project.
In the standard system, the characteristic supplied by Profitability Analysis is the marketing element characteristic, which refers to a work breakdown
structure (WBS) element.
When you account assign costs and revenues to Profitability Analysis, you enter a marketing project in the profitability segment. In addition to the marketing
element characteristic, you can also enter other characteristics in the profitability segment, such as channel, product or region.
When transferring a sales order that you created in SAP CRM to SAP ECC, the value for the marketing element characteristic is automatically entered in the
profitability segment. In this way, the revenues achieved by a campaign are displayed in Profitability Analysis.

More Information
For more information, see the SAP ERP documentation on SAP Library by choosing SAP ERP Central Component Cross-Application Components
Financials Controlling (CO) Profitability Analysis (CO-PA)

1.1.4.3 Account Assignment to WBS Elements with Settlement to


Profitability Analysis

If you need to accrue revenues on a time basis for a marketing campaign, then all costs are firstly account assigned to a work breakdown structure (WBS)
element and then later allocated using accrual calculation and settlement to Profitability Analysis.

Prerequisites
A settlement profile has been defined in the WBS element.
The actual costs are not displayed in SAP Business Information Warehouse (SAP NetWeaver BI) until settlement to Profitability Analysis has been carried
out and the transfer to SAP NetWeaver BI has taken place.

Features
You can use the entire range of functions for WBS elements in SAP ECC.

More Information
For more information, see documentation for SAP ERP in SAP Library by choosing SAP ERP Central Component Cross-Application Components
Financials Controlling (CO) Profitability Analysis (CO-PA) .

1.1.4.4 Account Assignment to WBS Elements without Settlement


to Profitability Analysis

If you do not use Profitability Analysis from SAP ECC, then you account assign the costs to a work breakdown structure (WBS) element.

Features
The actual costs are posted directly to WBS elements and transferred to SAP Business Information Warehouse (SAP NetWeaver BI) by extracting data from the
SAP Project System (SAP PS). This method does not support automatic derivation of revenues for each campaign.

More Information
For more information on the SAP Project System, see SAP ERP documentation on SAP Library by choosing
SAP ERP Central Component Financials Project System (PS)

1.1.5 Key Figure Planning

Key figure planning is a planning functionality that allows you to measure the performance of an organization, a department, a project, or other by setting plan
values for important business key figures. You can later use these plan values in reporting for comparing plan data with actual data. The reporting results can
then serve as a basis for future decisions.

Integration
Key figure planning is carried out in a planning tool called Business Planning and Simulation (BPS). BPS is a part of SAP NetWeaver Business Intelligence
(SAP NetWeaver BI) but is fully integrated into SAP Customer Relationship Management (SAP CRM). It is called up automatically when you start key figure

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planning in SAP CRM although it runs on a different system.

Note
BPS used to be part of SAP Strategic Enterprise Management (SAP SEM) and could either run on a separate SAP SEM system or be integrated with SAP
Business Information Warehouse (SAP BW) using an add-on. As of SAP NetWeaver 2004/SAP BW 3.51, BPS is part of SAP BW and therefore part of SAP
NetWeaver.

Key figure planning is integrated into various planning applications in SAP CRM, such as:
Marketing Planning (planning for marketing plans, campaigns, deals, and trade promotions)
Account planning
Opportunity management

Prerequisites
You have made the settings for the integration between SAP CRM and the SAP CRM planning applications in SAP NetWeaver BI in Customizing for
Integration with Other mySAP.com Components under Strategic Enterprise Management Change Mapping Between CRM Fields and InfoObjects .
You can overwrite the standard entries by assigning different InfoObjects to a field.
To view and enter key figure totals for a trade promotion, such as total volume and trade spend data, on the Trade Promotion Overview page in the Totals
assignment block as well as on the Trade Promotion Editable List Overview page, you have made the settings in Customizing for Customer Relationship
Management under Trade Promotion Management Key Figure Planning Settings for Display of BI Key Figures . For more information, see the
Customizing documentation. Using the UI Configuration Tool, you have defined the field labels and the position of these fields on the Trade Promotion
Overview page. For more information, see UI Configuration.

Note
In the Totals assignment block, you can view and edit totals for SAP NetWeaver BI key figures, you can view totals for calculated key figures; whereas
you cannot view and enter totals for virtual key figures.

Features
If you have Adobe Flash Player version 9,0,47,0 or higher installed, the system displays Adobe Flex-based key figure planning layouts. This function is
available for closely integrated planning applications, such as trade promotions, account plans, deals, campaigns, opportunities, as well as for multiplanning.
Adobe Flex-based key figure planning layouts offer better performance, usability, and response times than the HTML-based key figure planning layouts.

Recommendation
We recommend that you do not switch back to the HTML-based key figure planning layout. However, if the Adobe Flex-based key figure planning layout does
not display correctly, you can switch back to the HTML-based one. To do this, on the SAP Easy Access screen, choose System System Data Own
Data , add the CRM_KFP_ICWC_UI parameter to your user profile, and set its value to ICWC. To switch back to Adobe Flex-based key figure planning
layout, leave the value of the parameter blank.

More Information
For more information, see Business Planning and Simulation (BW-BPS) on SAP Help Portal at http://help.sap.com SAP ERP SAP Strategic Enterprise
Management .

1.1.5.1 Key Figure Planning in Marketing

In Marketing, you use key figure planning, for example, to set up the budget for your marketing plan, plan the costs of a campaign or the product quantities you
want to sell as part of a campaign, and so on. After the marketing project is carried out, you can use SAP ERP to perform a detailed profitability analysis, or use
SAP NetWeaver Business Intelligence (SAP NetWeaver BI) to compare plan data and actual data.

Prerequisites

Customizing for Customer Relationship Management


You have made the settings under Marketing Marketing Planning and Campaign Management Key Figure Planning .
The most important activity is Define Planning Profile Groups . You trigger and control key figure planning in Marketing by entering a planning profile group
(see Planning Profile Group and Planning Profile). For campaigns, you enter the planning profile group in the Planning assignment block; whereas for
trade promotions, you enter it in the General Data assignment block.
If you want to use the online update function to transfer your marketing project master data to SAP NetWeaver BI, you have made the settings under
Marketing Marketing Planning and Campaign Management System Landscape Activate SAP NetWeaver BI Update .
You can define that a different SAP NetWeaver BI hierarchy is created and updated for each marketing project top node. You can also define that only one
SAP NetWeaver BI hierarchy is created and updated for all marketing projects, the name of that hierarchy being CRMMKTROOT. For more information, see
the Customizing documentation.
You have set up the RFC connection to SAP NetWeaver BI under Marketing Marketing Planning and Campaign Management System Landscape
Define RFC Connections . You have made sure that the remote user assigned to the system is a dialog user and that this user has the required

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planning authorizations.
If you want to use version management, you have defined versions under Marketing Marketing Planning and Campaign Management Key Figure
Planning Version Management .
If you want to use traffic light alerts, you have made the settings under Marketing Marketing Planning and Campaign Management Key Figure
Planning Define Planning Profile Groups Assignment of Traffic Lights .

Marketing
You have created a marketing project in SAP Customer Relationship Management (SAP CRM). You have entered an ID, description, plan start and end
date, and currency. Depending on the planning profiles included in the planning profile group that you have selected, you have entered products and target
groups as well.
Your marketing project master data has been transferred to SAP NetWeaver BI.
You can use the online update function to do this automatically. An administrator can also trigger the transfer of a marketing project master data to SAP
NetWeaver BI manually in the SAP Easy Access menu by choosing Marketing Transfer Marketing Projects to SAP BW .
You have planning authorizations.

Features
Planning types
General Key Figure Planning (campaigns and trade promotions)
Volumes/Trade Spends Planning (trade promotions only)
Free Goods in Volumes/Trade Spends Planning (trade promotions only)
Cost Planning (mainly campaigns)
Traffic light status
You can show the status of a trade promotion or campaign as a red, green, or yellow light. The traffic lights are displayed in the Key Performance Indicator
assignment block of the trade promotion or campaign. The traffic lights are refreshed when you save the trade promotion or campaign. For more information,
see Trade Promotion Monitoring.
Version management
To keep track of your marketing activities, you may want to compare versions of your planning data. Versions can be dependent on the system status or the
user status.

More Information
For more information, see on SAP Help Portal at http://help.sap.com SAP Business Suite SAP ERP SAP Strategic Enterprise Management
Business Intelligence Business Planning and Simulation (BW-BPS) Planning Applications CRM Analytics Planning Services Special Features for
Close Integration with SAP CRM KPI Valuation for an Alert .

1.1.5.2 Planning Profile Group and Planning Profile

Planning profile groups group together one or more planning profiles according to business requirements. The planning profiles contain a user-specific selection of
planning objects of Business Planning and Simulation (BPS).
You create planning profile groups in Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign
Management Key Figure Planning Define Planning Profile Groups .
You can assign a planning profile group to a specific object category (a trade promotion, campaign, marketing plan, or deal). If you do not specify an object
category, the planning profile is available to all object categories.

You use planning profile groups to make the planning profiles they contain available for key figure planning.
You enter a planning profile group at marketing project level only, that is, for marketing plans, campaigns, deals, or trade promotions, not at marketing project
element level. To make a planning profile group entry for a marketing project valid for all subordinate elements, select the SubordProj ( With Subordinated
Projects ) checkbox. For example, if a planning profile group entered for a marketing plan is also valid for a marketing plan element assigned to that marketing
plan, you cannot enter a different planning profile group.

Integration
While you create the planning profile groups in SAP Customer Relationship Management (SAP CRM), the assigned planning profiles reside in BPS and are
called up from there when you choose the input help for the planning profiles.

1.1.5.3 Planning Types

Planning types allow you to create planning data in Business Planning and Simulation (BPS) when you perform key figure planning in marketing projects or
account plans. You choose a planning type when you assign a planning profile to a planning profile group in Customizing for Customer Relationship
Management under Marketing Marketing and Campaign Planning Key Figure Planning Define Planning Profile Groups .

Features
The following planning types are available:
General key figures

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Used with trade promotions, trade promotion elements, campaigns, and campaign elements
Volumes/trade spends
Used with trade promotions, trade promotion elements, and deals
Free goods
Used with trade promotions, trade promotions elements, and deals. These planning types allow planning of free goods promotions. There are two types of
free goods promotions:
Free goods
You assign a free goods product to each promoted product. The free goods product can be different for each promoted product. The free goods product
is granted when the specified rules are met.
Product-independent free goods
All promotional products have the same free goods product.
Cost planning
Used with campaigns and campaign elements
Cost Planning with Marketing Spends
Similar to Cost Planning but allows you to use marketing spends.
The following planning types are available as read-only planning data:
APO
Used to read the uplift quantity on the SAP Advanced Planning and Optimization (SAP APO) integration interface, allowing you to evaluate whether a
promotion is feasible. It is a subview of volumes/trade spends planning and is not visible in key figure planning for marketing projects or account plans.
APO Distribution Key
Used when planning at a product category level to determine how the uplift amounts that are assigned to product categories are distributed to the products,
that is, determine the products and their corresponding distribution keys.
Print preview (PDF)
Used by the customer confirmation report to print the planning data. It is also a subview of volumes/trade spends planning or cost planning.
Workflow
Used when you want to retrieve planning data in a workflow. For example, a customer may wish to retrieve the total planned cost for a campaign. Depending
on the total approved cost, an approval e-mail can be triggered.
Condition generation
Used when the condition records are generated from a background planning profile. For example, a trade promotion is planned at product category level but
the condition records are generated at product level. The planning data used to generate the conditions is read from a background planning profile containing
the disaggregated planning data at product level. The planning data must be disaggregated into another InfoCube. This can happen on request or in a
background task.
You also use a condition generation planning profile when there are multiple planning profiles of type Volumes/Trade Spends or when there is previous
year plan data included in the Volumes/Trade Spends planning profile. The condition generation planning profile contains only the current plan data; it does
not contain the previous year actual data.

1.1.5.4 General Key Figure Planning

General key figure planning allows you, for example, to plan the following:
Responses (number of responses, leads, opportunities, and so on)
Key figures for your promoted products (expected sales quantity per product, and so on)
Key figures for the targeted business partners (number and costs of visits per business partner, and so on)
You use it in campaigns and trade promotions.

Prerequisites
You have created a marketing project and assigned to it a planning profile group that contains at least one planning profile of type General Key Figures .

Activities
1. On the overview page of the corresponding marketing project, go to the Planning assignment block and select the general key figure planning profile you
want.
The system retrieves the planning layout from Business Planning and Simulation (BPS) and displays it.
2. Enter the plan values in the planning layout, choose Back , and then Save .

1.1.5.5 Cost Planning

Cost planning allows you to plan your costs for a marketing project or marketing project element and to distribute your planned costs to target objects such as
business partners, products, or sales organizations. You can use this information later in reporting to make plan data to actual data comparisons.
You use this function mainly for campaigns and campaign elements.

Prerequisites
You have created a marketing project and assigned to it a planning profile group that contains at least one planning profile of type Cost Planning .
If you want to use value distribution, you have made the settings in Customizing for Customer Relationship Management under Marketing Marketing
Planning and Campaign Management Key Figure Planning Maintain Value Distribution .

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Activities
1. On the overview page of the respective marketing project, in the Planning assignment block, select the cost planning profile you want.
2. In the Distribution table, enter the parameters to which you want to use to distribute the costs, that is, business partners, products, or sales organizations,
or any combination of these. You can enter several lines.
3. Choose Distribute .
Under the Distribution table, the planning layout from Business Planning and Simulation (BPS) appears and lists the marketing spend types available.

Note
In standard cost planning, the marketing spend types are displayed as set in planning profile 4CRMMP03. In coupon cost planning, you can select the
desired marketing spend types in Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign
Management Key Figure Planning Define Marketing Spend Types .

4. Click Expand All Rows .


The parameters you have entered appear under each of the marketing spend types.
5. Enter the planned costs at the desired level.
Costs you enter at lower levels are aggregated at upper levels; costs you enter at upper levels are distributed equally to lower levels. You can change any
of the calculated figures.
6. Click Expand All Columns
The amounts that are calculated automatically for each month from the total are displayed. You can change these amounts.
7. Choose Back and then Save .

1.1.5.5.1 Value Distribution

In Marketing, you use value distribution when you plan the costs of a campaign. In SAP Customer Relationship Management (SAP CRM), planning is typically
performed at a higher aggregation level than the one used in key figure planning in Business Planning and Simulation (BPS) by the corresponding SAP
NetWeaver Business Intelligence (SAP NetWeaver BI) InfoCube. Using value distribution in cost planning allows you to disaggregate your planned costs
automatically according to your reporting requirements, for example, to a number of products or to a number of business partners (accounts).
Value distribution is intended for campaigns only. The reason behind this is that trade promotions are typically aimed at specific products anyway; whereas in
campaigns, the promotional activity, for example, a TV advertisement, is typically run for a number of products belonging to a single brand.

Example
You may have a campaign that is carried out with one particular supermarket and therefore you want to distribute costs to stores only belonging to that
supermarket chain.
You may also have a campaign that is carried out with one particular product group and therefore you want to distribute costs to products only belonging to that
product group.

Prerequisites
You have made the settings in Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign
Management Key Figure Planning Maintain Value Distribution .
You have mapped SAP CRM objects and SAP NetWeaver BI objects in Customizing for Integration with Other mySAP.com Components under
Strategic Enterprise Management Change Mapping Between CRM Fields and InfoObjects .

Features
Selection
You can use three groups of attributes to define the objects to which you want to distribute your planned costs. These attributes are related to the following
objects:
Business partners (accounts)
Products
Sales organizations
Evaluation
If you use products and business partners in distribution, the system also checks partner/product ranges (PPRs) depending on the Customizing settings
you have made.

Note
Using PPRs might affect system performance.

Both product and business partner data is checked against the sales organization data entered.
Result
The result table shows the selection lines one by one, each followed by a list of products or a list of business partners that match your selection values. The
Comment column on this page indicates whether the product is valid or not. No comment means that the product is valid. Only valid products are
considered for planning. The final values (costs per product or per business partner) are only visible in BPS.
There are also Business Add-Ins (BAdIs) for carrying out customized checks on selections and results before the transfer to BPS. You can find these BAdIs
in Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign Management Key Figure Planning
Business Add-Ins .

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Example
You are running a TV advertisement that advertises two of your products: coffee and chocolate. The costs of this campaign must be distributed among the two
involved brands: coffee and chocolate. All products included in these two brands have to carry part of the costs of the TV advertisement.
1. In the Customizing activity Maintain Value Distribution , you define a distribution category including sales area attributes and the product hierarchy attribute.
2. In the campaign, in the Planning assignment block, you select the profile used for cost planning.
3. In the Distribution table, you enter two lines:
Under Sales Org. ID , the sales area: Retail, and under Product ID , the product hierarchy (brand): Coffee
Under Sales Org. ID , the sales area: Retail, and under Product ID , the product hierarchy (brand): Chocolate
4. In the planning layout, you enter the costs per type of spend, for example, advertising costs.
5. Click Distribute .
The system retrieves all relevant products and distributes the costs to each individual product.
6. Click Show Distribution Results to view the cost distribution to each product.

Note
To undo the distribution, click Reset Planning Profile Group .

1.1.5.5.2 Distribution Category

A set of SAP NetWeaver Business Intelligence (SAP NetWeaver BI) attributes and their parameters.
The distribution category controls which selection criteria you can use for value distribution. Based on the values you enter for the selection criteria in the
Distribution table in cost planning, the system determines and displays a list of target objects (list of products or business partners).
The parameters include specific settings for the Distribution table display as well as settings that control how the system evaluates the attributes internally.
You choose the SAP NetWeaver BI attributes from a predefined list in Customizing for Customer Relationship Management under Marketing Marketing
Planning and Campaign Management Key Figure Planning Maintain Value Distribution . You also set the parameters for the individual attributes there.
You use the same Customizing activity to link a distribution category to a planning profile group. You activate a distribution category by entering the corresponding
planning profile group in a marketing project. The attributes of the distribution category are then displayed in the Distribution table in cost planning.

Structure
There are three groups of attributes:
Business partner (account) attributes: business partner, business partner hierarchies
Product attributes: product, product group, division, product hierarchies
Sales organization attributes: sales organization, marketing organization, distribution channel, country
You can set the following parameters for each of the attributes:

Parameter Comment

Text Freely definable description of the attribute. This is the description that is displayed in the
Distribution table in cost planning.

Used If you select this indicator, the system evaluates this attribute in value distribution. It can
be visible or hidden in the Distribution table in cost planning.

Visible This parameter only makes sense if the Used checkbox is selected.
If you select this checkbox, the attribute is visible in the Distribution table in cost
planning and you can enter selection values there.
If you want to distribute your costs to all products within a product group or product
category, all your attributes have to be visible except the Product attribute. Thus, the
user is kept from entering a product by mistake, and the system can determine the list of
products that match the selection values.

No Objects This parameter is only relevant for the Product Hierarchy and the Business Partner
Hierarchy attributes.
If you select this checkbox, no products or customers are derived from the entries for this
attribute, and the result in the planning layout is at hierarchy level only. The costs are
also distributed at hierarchy level only and there is no disaggregation to products or
accounts.

Product Hierarchy This parameter is only relevant for the Product Hierarchy attribute. You enter the name
of a product hierarchy.

Sales-Dependent This parameter is only relevant for the Product Hierarchy attribute.
You can use a hierarchy that has been defined as sales-dependent in product
Customizing instead of the standard SAP Customer Relationship Management (SAP
CRM) product hierarchy. If you select this checkbox, you must also select the Sales
Organization and Distribution Channel attributes and define them as mandatory
attributes.
With sales-dependent hierarchies, the system evaluates the Distribution-Chain-
Dependent Category field in product maintenance. For the product to be valid, there
must be an entry in this field and the category entered must belong to the sales-
dependent product hierarchy.

Customer Hierarchy This parameter is only relevant for the Business Partner Hierarchy attribute. You enter
the name of a business partner hierarchy.

R/3 Hierarchy This parameter is only relevant for the Business Partner Hierarchy attribute.

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R/3 Hierarchy This parameter is only relevant for the Business Partner Hierarchy attribute.
If you select this checkbox, you indicate that the business partner hierarchy was
uploaded from SAP ERP to SAP CRM. These hierarchies have a business partner and a
sales organization on each hierarchy node. If you select this checkbox, you must also
select the Sales Organization and Distribution Channel attributes and define them as
mandatory attributes.

Required If you select this checkbox, the attribute is a required entry.

Column Number Obsolete

Display Text If you select this checkbox, the description of the attribute is displayed in a separate
column next to the column with the technical name. The text of the description is the text
that you specified in the Text field.

Text Only This parameter only makes sense if the Display Text checkbox is selected.
If you select this checkbox, the description of the attribute is displayed; the technical
name is hidden.

Column Width Obsolete

Length Text Number of characters for the entry in the attribute column. If this setting exceeds the
column width, only part of the entry is displayed and you have to scroll to view the rest.

Aggregate This parameter is only relevant for the Business Partner , Product , and Product
Hierarchy attributes.
If you select this checkbox, product, business partner, and product hierarchy data is
excluded from the distribution result before it is sent to Business Planning and
Simulation (BPS) for key figure planning. This can help improve performance by
reducing the data volume.

Default Values If you select this checkbox, you can use the values from Organization Management as
default values in distribution. For example, when you enter a sales organization in the
Distribution table, the default value for the distribution channel is displayed
automatically.

Attribute This parameter only makes sense if the Default Values checkbox is selected.
Organization Management attribute, for example distribution channel.

The following table shows the main parameters that are applicable to the corresponding attributes. Parameter entries are not validated automatically. If you make
entries for parameter/attribute combinations that are not applicable, the system discards these entries.

Attributes Used Visible No Objects Prod.Hier. Sales-dep. Customer Required DispText Text Only Aggregate
Hierarchy

BP OK OK NA NA NA NA OK OK OK OK

BPH1 OK OK OK NA NA OK OK OK OK NA

BPH2 OK OK OK NA NA OK OK OK OK NA

BPH3 OK OK OK NA NA OK OK OK OK NA

CO OK OK NA NA NA NA OK OK OK NA

DC OK OK NA NA NA NA OK OK OK NA

SO OK OK NA NA NA NA OK OK OK NA

MO OK OK NA NA NA NA OK OK OK NA

PG OK OK NA NA NA NA OK OK OK NA

PRH1 OK OK OK OK OK NA OK OK OK OK

PRH2 OK OK OK OK OK NA OK OK OK OK

PRH3 OK OK OK OK OK NA OK OK OK OK

PROD OK OK NA NA NA NA OK OK OK OK

BP = Business Partner
BPH = Business Partner Hierarchy
CO = Country
DC = Distribution Channel
SO = Sales Organization
MO = Marketing Organization
PG = Product Group
PRH = Product Hierarchy
PROD = Product

1.1.5.5.3 Value Distribution: List of Products

You want to distribute the planned costs of your campaign between products. For example, you want to consider all types of cookies that are sold to end
customers by sales organizations 1000 or 2000.
You define the following distribution category in Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign
Management Key Figure Planning Maintain Value Distribution :

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Attribute Parameter and Parameter Value

CO Country Text: Country


Required: Yes

DC Distribution Channel Text: DistChannel


Required: Yes

DV Division Text: Division


Required: Yes

PRH1 Product Hierarchy1 Text: Category 1


Prod. Hier.: R3PRODSTYP

PRH2 Product Hierarchy2 Text: Category 2


Prod. Hier.: R3PRODHIER
Sales-dep.: Yes

PROD Product Text: Product

SO Sales Organization Text: SalesOrg


Required: Yes

These parameters and parameter values are valid for all attributes:
Used: Yes
DispText: Yes
Text Only: Yes
Length Txt: Same as Col. Width
You enter the following selection values in the Distribution table in cost planning:

Country SalesOrg DistChannel Division Category 1 Category 2 Product Line

Germany 1000 End Customer Food Trading Goods Cookies <Leave empty> 1

Germany 2000 End Customer Food Trading Goods Cookies <Leave empty> 2

In the Product field, the results table displays all types of cookies that match your selection values.

Line Country SalesOrg DistChannel Division Category 1 Category 2 Product

1 Germany 1000 End Customer Food Trading Goods Cookies

1 Germany 1000 End Customer Food Trading Goods Cookies Butter Cookies

1 Germany 1000 End Customer Food Trading Goods Cookies Chocolate Cookies

1 Germany 1000 End Customer Food Trading Goods Cookies Fruit Cookies

2 Germany 2000 End Customer Food Trading Goods Cookies

2 Germany 2000 End Customer Food Trading Goods Cookies Butter Cookies

2 Germany 2000 End Customer Food Trading Goods Cookies Nut Cookies

1.1.5.6 Integration Between SAP CRM and SAP SCM

The integration between SAP Customer Relationship Management (SAP CRM) and SAP Supply Chain Management (SAP SCM) allows you to perform the
following tasks:
Transfer the baseline sales quantity from SAP SCM to SAP CRM
The baseline sales quantity is the basis for planning trade promotions (see Transferring the Baseline Sales Quantity).
Transfer the uplift quantity from SAP CRM to SAP SCM
The planning of trade promotions or campaigns can be included in Demand Planning (DP) and Supply Network Planning (SNP) in SAP SCM (see
Integration with Demand Planning and Supply Network Planning).
The following figure shows the interaction between the various components:

Integration Between SAP CRM and SAP SCM

More Information
For more information about Demand Planning and baseline sales quantity, see Demand Planning on SAP Help Portal at http://help.sap.com SAP

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Business Suite SAP Supply Chain Management SAP Advanced Planning and Optimization (SAP APO) .
For more information about Supply Network Planning, see Supply Network Planning on SAP Help Portal at http://help.sap.com SAP Business Suite
SAP Supply Chain Management SAP Advanced Planning and Optimization (SAP APO) .

1.1.5.6.1 Transferring the Baseline Sales Quantity

You can calculate the baseline sales quantity in SAP Supply Chain Management (SAP SCM), transfer it to Business Planning and Simulation (BPS), and then
display it in an enhanced BPS planning layout in volumes and trade spends planning in SAP Customer Relationship Management (SAP CRM) .

Note
If you do not calculate the baseline sales quantity in SAP SCM, you can also load this data as external data into BPS or manually fill the appropriate column
in the enhanced planning layout.

Prerequisites
You have created the following key figures in the SAP NetWeaver Business Intelligence (SAP NetWeaver BI) system used for SAP SCM:

Key Figure Name Disaggregation Time Disaggregation Data Type Unit

ZASPLANB Supply Plan (Basis) S P QUAN 0UNIT

ZASPLANP Supply Plan (Promo) S P QUAN 0UNIT

ZASPLANT Supply Plan (Total) S P QUAN 0UNIT

ZAHISTB History (Basis) S P QUAN 0UNIT

ZAHISTP History (Promo) S P QUAN 0UNIT

ZAHISTT History (Total) S P QUAN 0UNIT

ZAADJUST Adjustments S P QUAN 0UNIT

Procedure
1. In the SAP NetWeaver BI system used for SAP SCM, create master InfoCube APO Output (TPMAPOOUT) with the following info objects:
Characteristics: APO Planning Version (9AVERSION), APO Product (9AMATNR), APO Location (9ALOCNO)
Time characteristics: Calendar/Week (0CALWEEK) (optional: Calendar Year/Month (0CALMONTH))
Key figures: Supply Plan (Basis) (ZASPLANB) (optional: Supply Plan (Promo) (ZASPLANP), Supply Plan (Total) (ZASPLANT))
Units: Unit of Measure (0UNIT)
2. Make the baseline sales quantity available in the APO Output InfoCube (TPMAPOOUT).
For more information, see SAP Note 438307.
3. In BPS, maintain the attributes for the planning areas as follows:
Planning area CP: APO Baseline (4TPM6000)
In the RFC Connection field, enter the SAP NetWeaver BI system used for SAP SCM that contains InfoCube APO Output (TPMAPOOUT).
In the InfoCube field, enter InfoCube APO Output (TPMAPOOUT).
Planning area CP: TPM Baseline (4TPM7000)
In the RFC Connection field, enter the SAP NetWeaver BI system that contains InfoCube Baseline Sales Quantity (0CP_SLSC9).
In the InfoCube field, enter InfoCube Baseline Sales Quantity (0CP_SLSC9).
4. In BPS, in the planning function Return Plan Data (4TPM5111), maintain the version and value type to suit your needs.
5. In BPS, in the planning area APO-SEM Integration (4TPM5000), execute planning function Return Plan Data (4TPM5111).
This planning function is in planning profile CP: Sales Planning with Promotions (4TPM0001).
The system transfers the baseline sales quantity from InfoCube APO Output (TPMAPOOUT) to InfoCube Baseline Sales Quantity (0CP_SLSC9).

Result
If you choose a suitable planning profile group (for example, 4TPM or 4TPF) when creating the trade promotion, you can display the baseline sales quantity in the
enhanced planning layout in volumes and trade spends planning. This allows you to plan, for example, the uplift quantity.

1.1.5.6.2 Integration with SAP SCM Demand Planning and


Supply Network Planning

For key figure planning in trade promotions, you can also use the Demand Planning and Supply Network Planning components of SAP Supply Chain
Management (SAP SCM). Using Demand Planning, you can forecast the market demand for your company's products. Trade promotions are also causal factors
that influence demand. To be able to take these factors into account when creating a demand plan, the trade promotions that you created in SAP Customer
Relationship Management (SAP CRM) must be updated in SAP SCM.

Prerequisites
You have made the settings in Customizing for Customer Relationship Management under Trade Promotion Management System Landscape .

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Process
1. You create a trade promotion.
2. You save the trade promotion.
SAP CRM transfers the planning data for the trade promotion to SAP SCM, if the system status allows it.
In SAP SCM, a promotion is created with status In Process .
3. You save the promotion with status Planned, In the Future or Active, in Current Periods .

Note
If you change a promotion that has been created in SAP SCM, the change data is not transferred to SAP CRM.
If you change a trade promotion in SAP CRM, the changed data is transferred to SAP SCM. Since the status of the promotions in SAP SCM is
automatically reset to In Process , you have to activate the promotion again in SAP SCM.

Result
The promotion can be taken into account in the Demand Planning and Supply Network Planning components of SAP SCM. If the data for the planned uplift
quantities and the demand plan is different, you can harmonize planning in SAP CRM and SAP SCM and incorporate the capacities of the supply chain into the
planning process in SAP CRM. If the demand planner confirms that he or she cannot include the planned uplift quantity of a trade promotion in the demand plan,
the demand planner can notify the trade promotion planner and they can try to find a solution.

1.1.5.7 Success Key Figure Planning

Success key figure planning allows you to plan and evaluate the success of a particular marketing project at a certain point in time. For example, you can
evaluate the success of a television commercial and the increase in sales brought about by this form of advertising.

Prerequisites
You have maintained the following:
A planning profile group for which you have completed the following settings:
Checked New KPI flag
Assigned at least one planning profile of type Success Key Measure
Settings in Customizing for Customer Relationship Management under Marketing Planning and Campaign Management Basic Data Define
Types/Objectives/Tactics

Features
In Customizing, you can assign success key figures to a combination of marketing project type and objective, which makes them more specific than
general key figures.
In Marketing, you can select the desired key figures dynamically since they are not preset by a planning layout.
In Marketing, you can enter the date on which you wish to evaluate ( Due Date ). It may be that you wish to look at the success of a marketing project at the
end of each week or at the beginning and end of a marketing project. There is no standard functionality delivered by SAP behind this field and you are free
to implement your own logic (workflow, reports, and so on).
You can enter the same key figure several times but with a different date. This can help answer questions such as: What was the success of a marketing
project one month after and three months after it was executed?
You can enter notes and comments for each key figure.

Activities
1. In Marketing in the edit mode of the Planning assignment block, you can select any of the key figures that you assigned to this particular marketing project
type and objective in Customizing.
2. Enter a unit or currency by which this key figure should be evaluated.
For example, if you wish to evaluate the market share gained by a specific campaign, you would automatically have the choice of selecting this as a
percentage. If you do not enter any currency, the system defaults to the currency you entered for the campaign.
3. Enter the date on which you wish to evaluate.
4. Click Transfer KPI measure .
The system retrieves the planning layout from Business Planning and Simulation and displays it in the lower half of the page.
5. Enter your planned values and actual values in the planning layout and save your data.
The variance is calculated automatically.

More Information
Planning Profile Groups and Planning Profiles

1.1.5.8 Planning Object in Key Figure Planning

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Planning in Business Planning and Simulation (BPS) uses, among others, the following types of planning objects:
Planning area
The planning area is the highest level of the planning architecture in BPS. The planning area is where the system establishes the connection to the
InfoCube in SAP NetWeaver Business Intelligence (SAP NetWeaver BI), which serves as a basis for all planning that is done in the context of the planning
area.
Planning level
The planning level is the second node in the planning hierarchy. You use the planning level to restrict the data basis provided by the planning area to the
business environment in which planning is done.
Furthermore, you can define characteristic value restrictions at planning level to further restrict the area to which the planning functions apply.
Planning package
The planning package is the lowest level of the planning architecture. It transfers the characteristics and key figures selected at the planning level and is
used to further restrict the characteristics whose values have not yet been restricted at the planning level.
A planning level can contain any number of planning packages. The system automatically creates an ad hoc planning package at each planning level.
You can use the ad hoc package in the same way as a planning package that you have defined yourself but it has the following special features:
The settings that you make for an ad hoc package are only valid for the duration of the current planning session. If you end the planning session, the
settings for the ad hoc package are reset.
The ad hoc package is not blocked and can therefore be changed simultaneously by all users
The ad hoc package cannot be deleted from the planning level
Planning profile
A planning profile groups together a user-related selection of planning objects (planning areas, key figures, functions, and so on). Planning profiles filter the
total quantity of planning objects available in the system and filter the ones in which you are interested.
Planning layout
A planning layout provides data records from an SAP NetWeaver BI InfoCube for manual planning or data entry. Planning level characteristics and key
figures are assigned to the header, lead column, and data column area in a planning layout. In addition to the characteristics and key figures of the data
basis, you can also define formulas for locally calculated key figures.

1.1.5.9 SAP Planning Content for Marketing Plans and


Campaigns

The following tables show the standard Business Planning and Simulation (BPS) planning objects currently delivered for campaigns and campaign elements:

Planning Area 4CRM0001 CRM Marketing Plan Values


Based on InfoCube 0CRM_C01 Marketing Plan Values; the InfoCube contains the characteristic 0MEASURE (description: Key Figure)

Planning Level 4MP20000 Cost Planning

Planning Profile 4CRMMP03 Marketing Cost Planning

Planning Level 4MP30000 Response Planning

Planning Profile 4CRMMP04 Marketing Response


Planning

Planning Level 4MP40000 Product Planning

Planning Profile 4CRMMP05 Marketing Product Planning

Planning Level 4MP50000 Business Partner Planning

Planning Profile 4CRMMP06 Marketing Business Partner


Planning

Planning Level 4MP60000 Top-Down Planning / Budgeting

Planning Profile 4CRMMP07 (currently not active)

Planning Level 4MP70000 Marketing Top-Down Hierarchical Planning

Planning Profile 4CRMMP11 Marketing Top-Down


Hierarchical Planning

Planning Level 4MP80000 Marketing Top-Down Planning (Top Node)

Planning Profile 4CRMMP12 Marketing Top-Down


Planning (Top Node)

Planning Level 4MP21000 Derivation of ERP WBS Element

No planning profile; is executed directly in BPS

Planning Level 4MP23000 Budget Transfer to ERP Project System

No planning profile; is executed directly in BPS

Planning Area 4CRM0003 CRM Marketing: Coupon Campaigns


Based on InfoCube 0CRM_C10 Marketing Coupon Planning; the InfoCube contains the characteristic 0CRM_MKTSPD (Marketing Spends)

Planning Level 4CRM0001 Coupon Campaign

Planning Profile 4CRMMP08 Marketing Coupon


Campaigns

Planning Level 4CRM0002 Coupon Group Campaign

Planning Profile 4CRMMP09 Marketing Coupon Group


Campaign

Planning Level 4CRM0003 Coupon Workflow Campaign

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Planning Profile 4CRMMP10 Marketing Coupon Workflow
Campaign

Planning Profile Group 4MKT Campaign Planning

Planning Profile 4CRMMP03 Marketing Cost Planning


Planning Profile 4CRMMP04 Marketing Response Planning
Planning Profile 4CRMMP05 Marketing Product Planning

Planning Profile Group 4CP1 Business Partner Planning for Campaigns

Planning Profile 4CRMMP06 Marketing Business Partner Planning

Planning Profile Group SAP2 Marketing Planning

Planning Profile 4CRMMP12 Marketing Top-Down Planning (Top Node)

Planning Profile Group 4CO1 Group Cost Planning for Coupons

Planning Profile 4CRMMP09 Marketing Coupon Group Campaign

Planning Profile Group 4CO2 Cost Planning for Coupons

Planning Profile 4CRMMP08 Marketing Coupon Campaigns

Note
Planning profile 4CRMMP01 is not included in a planning profile group since it is not designed to be used in Marketing Planning. It is a technical profile that
can be used in BPS (transaction BPS0) to view all planning objects that are relevant for marketing planning only. You only need it if you want to analyze or
change the standard content.

Defining Custom Planning Content

Key Figures
You define custom key figures for the characteristic 0MEASURE in Customizing for Customer Relationship Management under Marketing Marketing
Planning and Campaign Management Key Figure Planning Define Key Figures . Depending on your system and software installation, calling up this
activity brings you to two different places: SEM Measure Builder (if you are using an earlier version of BPS) or the BI master data maintenance (if you are
using the BPS version that comes with SAP CRM 5.0 or higher). You can define custom key figures in either environment.
You define custom key figures for 0CRM_MKTSPD in Customizing for Customer Relationship Management under Marketing Marketing Planning and
Campaign Management Key Figure Planning Define Marketing Spend Types .

Other Planning Objects


You set up your custom planning environment (planning areas, planning levels, and planning packages) in Customizing for Customer Relationship Management
under Marketing Marketing Planning and Campaign Management Key Figure Planning Planning Workbench . Alternatively, you choose transaction
BPS0 in the BPS system.

Note
When you are setting up your planning layout for key figure planning in SAP Customer Relationship Management (SAP CRM), you can only assign one
planning layout to a planning level. It can include several planning functions or sequences but they must be part of the planning layout. Furthermore, you can
assign only one planning level with exactly one planning layout to a planning profile.

More Information
For more information about setting up your custom planning environment, see Business Planning and Simulation (BW-BPS) on SAP Help Portal at
http://help.sap.com SAP ERP SAP Strategic Enterprise Management .
For more information about planning application specifics, see Configuring Settings for Trade Promotion Planning (for trade promotion management), Enhancing
the Planning Layout , and Special Features for Close Integration with SAP CRM on SAP Help Portal at http://help.sap.com SAP ERP SAP Strategic
Enterprise Management Business Planning and Simulation (BW-BPS) .

1.1.5.10 SAP Key Figures for SAP NetWeaver BI Characteristic


0MEASURE

Predefined key figures for the SAP NetWeaver Business Intelligence (SAP NetWeaver BI) characteristic 0MEASURE (description: Key Figure ) are available to
you in key figure planning for marketing projects. 0MEASURE is part of the SAP NetWeaver BI InfoCube 0CRM_C01, which in turn is assigned to the Business
Planning and Simulation (BPS) planning area 4CRM_0001.
These key figures are delivered in two places:
SAP Strategic Enterprise Management (SAP SEM) Measure Builder
SAP Customer Relationship Management (SAP CRM). From SAP CRM, they can be extracted to SAP NetWeaver BI using DataSources
0MEASURE_ATTR and 0MEASURE_TEXT. These DataSources extract the attributes and texts from fixed table CRMBW_MEASURET.
You define custom key figures in Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign Management
Key Figure Planning Define Key Figures .
The following predefined key figures are available to you:
Monitoring key figures

Technical Name Description Definition

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0CRM_MKT_0003 Number of Activities Number of business partners to be contacted in a
specific marketing project

0CRM_MKT_0007 Processed Activities Number of business partners who have been contacted
in a specific marketing project

0CRM_MKT_0008 Successful Activities Number of business partners who have been contacted
in a specific marketing project and who have sent back a
positive response

0CRM_MKT_0010 Number of Responses

0CRM_MKT_0017 Number of Leads

0CRM_MKT_0018 Number of Opportunities

0CRM_MKT_0019 Expected Sales Volume

0CRM_MKT_0024 Number of Visits

0CRM_MKT_0027 Number of Telephone Calls

Success key figures

Key Description Definition

0CRM_MKT_0004 Processing Rate Number of processed activities in relation to the number


of activities

0CRM_MKT_0005 Success Rate Number of successful activities in relation to the number


of responses

0CRM_MKT_0006 Response Rate Number of responses in relation to the number of


processed activities

Monetary key figures

Key Name Definition

0REVENUE_01 Marketing-Induced Revenues Describes that part of the total sales that has been
generated by a marketing campaign

0CRM_MKT_0001 Costs of a Marketing Element Provides a detailed overview of the marketing direct
costs and the marketing overhead costs incurred and
planned during the period covered by the report. The
planned costs can be manually transferred from key
figure planning. The incurred marketing costs can be
transferred from Profitability Analysis or, alternatively,
from the Project System.

0CRM_MKT_0011 Advertising Costs

0CRM_MKT_0012 Costs for Advertising on Television

0CRM_MKT_0013 Costs for Advertising on Radio

0CRM_MKT_0014 Costs for Printing

0CRM_MKT_0015 Costs for Samples

0CRM_MKT_0016 Costs of Trade Promotion

0CRM_MKT_0020 Direct Costs

0CRM_MKT_0021 Total Costs

0CRM_MKT_0022 Sales Price

0CRM_MKT_0023 Expected Revenue

0CRM_MKT_0025 Direct Costs of Visit

0CRM_MKT_0026 Total Costs of Visit

0CRM_MKT_0028 Direct Costs of Telephone Call

0CRM_MKT_0029 Total Costs of Telephone Call

1.1.5.11 SAP NetWeaver BI Reports for Marketing Projects

This function allows you to display analyses from SAP NetWeaver Business Intelligence (SAP NetWeaver BI). You can call up SAP NetWeaver BI reports from
the Analysis assignment block of your marketing project.

Prerequisites
You have defined how to display SAP NetWeaver BI reports in SAP Customer Relationship Management (SAP CRM) in Customizing for Customer
Relationship Management under UI Framework UI Framework Definition Display SAP NetWeaver BI Reports in CRM . For more information, see
the Customizing documentation.
You have defined the Web template you want to display in Customizing for Customer Relationship Management under Trade Promotion Management
Key Figure Planning Define Parameters for SAP NetWeaver BI Analysis .
You have assigned the Web template to a planning profile group in Customizing for Customer Relationship Management under Trade Promotion
Management Key Figure Planning Define Planning Profile Groups Assign BW Analyses .
You have a user for SAP NetWeaver BI and display authorization for the required reports.

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Features
The analyses are fully integrated into Marketing. You can analyze your marketing projects conveniently and directly in your marketing project without having
to start SAP NetWeaver BI.
You can enter text in the reports, for example, the objectives of the analysis based on the findings of the report.
You can also call up the reports in an external Web browser.

Activities
1. In your marketing project, go to the Analysis assignment block and select the report you wish to display.
2. Depending on the remote function call (RFC) definition, you may need to enter your user in SAP NetWeaver BI.

1.1.5.12 Marketing Journal

The marketing journal is a reporting tool that provides a quick, graphical overview of your marketing projects and their related key figures. You can select different
views, so that you can display projects over a specific time period from various perspectives (for example, according to their objective), using a Gantt chart. The
related key figures, such as planned costs and responses, are shown in a table grid.

Features
The marketing journal allows you to do the following:
Sort and group campaigns by attributes, such as objective, chronological date order, campaign type, person responsible, creator, product category,
territory, and organization, depending on the settings you make in Customizing
Customize the calendar, for example, create a calendar that includes multiple brands and multiple disciplines
Provide a summary of marketing activities with the relevant key figures and characteristics
Include financial data, such as planned costs, responses, and leads
Call up calendar views and financial key figures for all consumer brands or user-selected brand options
Calculate the subtotal key figures by sort method
Export the query result to Microsoft Excel
There are three types of views:
List of campaigns as an unstructured list
List of campaigns sorted by attribute
List of campaigns sorted by hierarchy
You can use queries to sort campaigns by the following criteria:
Objective
Date
Sales organization
Marketing organization
Campaign type
Person responsible
Created by/author responsible
Product category
Territory
Hierarchical structure
You can also implement customer-specific fields and sort your campaigns using these fields.

Activities

Enhancing the Query


To make changes to the query in the Web Application Designer, you proceed as follows:
The Rows section must contain the characteristic 0CRM_MKTELM only. The date attributes for the start and end of the campaign must be active. The
Start Date must come first and the End Date must follow immediately afterwards. If additional attributes must be displayed as well, they must appear
before the Start Date and End Date .
In the Properties for the Characteristic CRM Marketing Elem. dialog box, the display hierarchy must be inactive. If you want to sort your campaigns by
start date, the Sort Order option must be set.
The key figure structure and key figures must be included in the Column section.
The characteristics shown in the Filter section will not appear in the marketing journal but they are still required. The filter on
0CRM_MKTELM_0CRM__DELE makes sure that only campaigns, for which the Deleted in CRM indicator is not set, are displayed. The filter on
0CRM_MKTELM__0CRM_INACTV makes sure that inactive campaigns are hidden. The use of exit variable 0S_RQMRC on 0REQUID is required as this
is a special InfoCube, which is used to display the planned key figure values. It is also used to filter the correction planning data by using filters on
0CRMVERSION and 0VTYPE.
The Free Characteristics section shows the characteristics you want to use for grouping or for dynamic filtering. You use the navigation attributes of the
campaign characteristics for grouping. These attributes must be enabled as navigational attributes in the campaign InfoObject and in the InfoProvider.
However, other characteristics can also be used, for example, you can use the product category for grouping and the sales organization for filtering.

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Make the settings in Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign Management Marketing
Calendar Assign Graphic Profile for Marketing Calendar and Define Text Codes for Bars and Tooltips .
Colors and tooltip texts are generated in SAP Customer Relationship Management (SAP CRM). They have to be extracted to SAP NetWeaver Business
Intelligence (SAP NetWeaver BI) regularly. The corresponding extractors that do this are 0CRM_MKGUID_ATTR for the colors and 0CRM_MKGUID_TEXT for the
texts. We recommend that you schedule both extractors periodically every night or once a week. For 0CRM_MKGUID_TEXT you need to specify the required
languages for the LANGU_SEL field. This is different from normal text extractors.
You also need to select Attribute Change Run for the settings to take effect. Regular extraction is also necessary for 0CRM_MKTELM, otherwise deleted and
invalid campaigns are still displayed. To do this, you simply select both InfoObjects.
For 0CRM_MKGUID_TEXT you need to specify the required languages for the LANGU_SEL field. This is different from normal text extractors.
We also recommend that you run the text extractors of the InfoObjects that are used for grouping at least once. If no texts are available in SAP NetWeaver BI, the
technical key is displayed.
Once you have enhanced your query, you can create your Web template (see Creating Your Own Web Template).

1.1.5.12.1 Creating Your Own Web Template

To create a Web template using the Gantt functionality, in the Web Application Designer, you copy the example template 0TPL_0CRM_C10_Q0004_V01 to
your new template. You then have to make some changes to the settings on the HTML coding tab. The Web template that is used is a standard Web template and
it uses one TableItem and a generic navigation block. There are also some JavaScript functions and an HTML form for navigation.

DataProvider Item
<object>
<param name="OWNER" value="SAP_BW"/>
<param name="CMD" value="SET_DATA_PROVIDER"/>
<param name="NAME" value="DATAPROVIDER_1"/>
<param name="QUERY" value="0CRM_C10_Q0004"/>
<param name="INFOCUBE" value="0CRM_C10"/>
DATA_PROVIDER: DATAPROVIDER_1
</object>
The value of the name parameter must be DATAPROVIDER_1 as this value is hardcoded inside the JavaScript functions. The parameter QUERY and
INFOCUBE must point to the Query and InfoProvider being used.

Template Properties
The context menu for each characteristic value must be switched off unless you want to use Portal Navigation.
The TEMPLATE_ID parameter must point to the new template name.
The two parameters below are important. The first one toggles the context menu on and off. The second one disables SAP NetWeaver Business Intelligence (SAP
NetWeaver BI) shortcuts that are in conflict with the Gantt diagram operations.
<param name="ONLY_HIERARCHY_NAVIGATION" value="X"/>
<param name="SNIPPET_OPERATIONS" value=""/>

Table Item
This is the standard table item with some additional parameters.
<object>
<param name="OWNER" value="SAP_BW"/>
<param name="CMD" value="GET_ITEM"/>
<param name="NAME" value="TABLE_1"/>
<param name="ITEM_CLASS" value="CL_RSR_WWW_ITEM_GRID"/>
<param name="DATA_PROVIDER" value="DATAPROVIDER_1"/>
<param name="GENERATE_CAPTION" value=""/>
<param name="CAPTION" value="__initial__"/>
<param name="BLOCK_SIZE" value="25"/>
<param name="MODIFY_CLASS" value="CL_RSMRM_MKTCAL_MT_GANTT"/>
<param name="GANTT_INT_PARAM" value="INIT"/>
<param name="GANTT_INT_CUSTID" value="0GANTT_01"/>
ITEM: TABLE_1
</object>
The name and data provider value must be TABLE_1. The caption value must be _initial_ and the Generate_Caption must be switched off. BLOCK_SIZE allows
you to change the number of records shown at any time.
MODIFY_CLASS is important as it points to the ABAP class CL_RSMRM_MKTCAL_MT_GANTT. This class needs two parameters. GANTT_INT_PARAM
must be INIT to be able to distinguish the first call. GANTT_INT_CUSTID points to the Customizing ID created in the RSMRM_MKTCAL_CUST transaction. This
transaction contains the additional settings needed for creating the Gantt diagram. You must do this if you want to use another query or if the settings need to be
changed.

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Generic Navigation Block
<object>
<param name="OWNER" value="SAP_BW"/>
<param name="CMD" value="GET_ITEM"/>
<param name="NAME" value="NAVIGATIONBLOCK"/>
<param name="ITEM_CLASS" value="CL_RSR_WWW_ITEM_NAV_BLOCK"/>
<param name="DATA_PROVIDER" value="DATAPROVIDER_1"/>
<param name="MODIFY_CLASS" value="CL_RSMRM_MKTCAL_MT_FILTER"/> <param name="CLOSED" value="X"/>
ITEM: NAVIGATIONBLOCK
</object>
This item is the standard generic navigation block with an additional MODIFY_CLASS parameter. This parameter points to an ABAP class that removes the drill-
down option because it is not allowed.

Changing the Heading


If you want to change the heading of the marketing journal, proceed as follows:
1. Create an ABAP program or use an existing one.
2. Create a new text element in this program with your heading.
3. Search for <SAP_BW_TEXT PRGRAM="RSMRM_MKTCAL_CUST"KEY="034" and replace RSMRM_MKTCAL_CUST with your program name. Replace
034 with the number of the new text element.

1.1.6 Output Determination

This function enables you to do the following with documents in the CRM Server and Enterprise Buyer Professional Edition (BBP):
Print
Fax
E-mail
You can define conditions for each output type and processing medium in Customizing for Marketing .

Prerequisites
This function uses the Post Processing Framework (PPF), which triggers output, follow-on documents, or workflow automatically. The PPF triggers SAP ERP
output control in the CRM Server and Enterprise Buyer.
You design the forms for your output using the graphical tool SAP Smart Forms. For more information, see SAP Library at SAP NetWeaver 2004s SAP
NetWeaver by Key Capability Business Services Smart Forms .

Activities
You can control output determination using:
Simple determination
You do not need to define your own requirements in Customizing for simple determination.
Conditions (for output)
When determining conditions you can select the transmission medium. You can also define the access sequence for several transmission media.
Transportable conditions
You use the conditions for action determination when determining transportable conditions.
The system issues output if the conditions are fulfilled:
Immediately
After saving the document
After running a selection report RSPPFPROCESS (transaction SPPFP or CRM_MKT_ACTION_JOB)
The action monitor gives you an overview of the output that has been issued successfully. You can trigger repeat prints from the monitor (for example, for errors).
Issuing output using Electronic Data Interchange (EDI) is not yet possible in SAP CRM.

More Information
Actions in the CRM Online System
Action Monitor

1.2 Campaign

Campaigns promote sales, improve the image of a product, and create opportunities for add-on sales and cross-selling. In SAP CRM, campaigns function as
marketing projects that are used to plan and execute specific marketing activities, for example e-mails or phone calls.

You can define campaigns for inbound and outbound purposes. You can also include marketing permission checks and set up fully automated campaigns.

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Outbound Campaigns
You set up campaigns for outbound customer communication, such as a vendor contacting potential customers. Outbound campaigns are executed through one of
the supported outbound channels, such as the Interaction Center, or by e-mail.

Inbound Campaigns
You set up campaigns for inbound customer interaction. These campaigns are pending until a customer contacts the company, for example, through the
Interaction Center. Inbound campaigns do not have any campaign execution via outbound channels.

Marketing Permission
To avoid local penalties for unsolicited marketing messages, marketing permission checks can be applied for the following communication media:
E-mail
Phone
Fax
SMS
Pager
Further communication media can be configured based on your specific business needs.
To use this function, you must activate the business function Marketing Permission (CRM_MKT_PERMISSION).

Campaign Automation
Using campaign automation, you can model automated multi-wave, multi-channel, as well as periodic campaign processes. For more information, see Campaign
Automation.

Structure
In a hierarchically built marketing project, campaigns are assigned to the marketing plan elements of a marketing plan. In this case, the marketing plan forms the
topmost element of the marketing project.
You can define marketing hierarchies containing marketing projects of the categories Marketing Plan (MP) and Campaign (CP) for budgeting purposes. You do this
to distribute the total available budget assigned to a top node of the marketing hierarchy across lower levels of the marketing hierarchy. Marketing Funds
Management can also be used to manage the monetary aspects.
For more information, see the following:
Marketing Project
Marketing Plan
Marketing Funds Management
Key Figure Planning
Top-Down Budgeting in Marketing

Integration

Scenarios
You can use campaigns in the following scenarios:
Coupon Scenario
Using the coupon scenario, you can set up a special type of campaign where customers can redeem coupons to receive a discount when purchasing the
products advertised on the coupon.
For more information, see Working with Coupon Campaigns.
Execution Scenario
Using the execution scenario, you perform a high-volume campaign as a lean form of execution that allows you to significantly increase campaign
throughput. This process enables you to carry out parallel processing for your target groups and reach a much higher volume of recipients with your
campaigns.
For more information, see Specifics of High-Volume Campaign Execution.
Loyalty Scenario (Loyalty Management)
Using the loyalty scenario, you can set up campaigns to manage your loyalty programs. You use campaigns in this context to manage the enrollment as
well as the enrollment period for certain rules within a loyalty program.
For more information, see Loyalty Program.
Channel Scenario (Collaborative Campaign Management)
The channel scenario supports Collaborative Campaign Management, allowing corporate marketing organizations to collaborate and coordinate marketing
programs with channel partners more efficiently.
For more information, see Collaborative Campaign Management.
Offer Scenario (SAP Real-Time Offer Management)
You use the offer scenario for inbound customer interaction using SAP Real-Time Offer Management, a real-time decision solution that provides intelligent
product offers and messages during customer interactions. It is self-learning, taking the response from every interaction into account to make the next real-
time offer more relevant and effective.
For more information, see the following:
SAP Real-Time Offer Management
Using SAP Real-Time Offer Management
To use the object with SAP Real-Time Offer Management, you must activate business function SAP Real-Time Offer Management (CRM_RTOM_1).

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Areas and Functions
Campaigns use or are integrated with areas or functions in SAP CRM, including the following:
Partner processing
You can use partner determination procedures for your campaigns. For more information, see Partner Processing.
Actions
You can use actions for your campaigns. For more information, see Actions for Campaign Automation.

More Information
Campaign Creation
Campaign Execution
Preparing for Campaign Execution
Campaign Automation

1.3 Campaign To-Dos

You use campaign to-dos to see at a glance which tasks need to be performed when a campaign achieves a particular status

Prerequisites
To use this function, you must activate the business function Marketing Productivity (CRM_MKT_PRD).

You have made settings for campaign to-dos in Customizing for Customer Relationship Management, by choosing: Marketing Marketing Planning and
Campaign Management Campaign To-Dos Define Campaign To-Dos
You have defined the campaign types and campaign status to which the campaign to-dos apply in Customizing for Customer Relationship Management, by
choosing: Marketing Marketing Planning and Campaign Management Basic Data Define Types/Objectives/Tactics

Features
For a particular campaign type and campaign status, the Campaign To-Dos assignment block lists the tasks to be performed for that campaign.
You can see whether a task is mandatory or optional, and the importance attached to it.
You can add new tasks (tasks not defined in Customizing) to existing tasks, or delete tasks that are no longer necessary.

Note
You cannot delete mandatory tasks. However, if you delete an entire campaign, all campaign to-dos assigned to that campaign are deleted too,
regardless of status.

You can add suggested tasks. These are optional tasks defined in Customizing.
When you change the campaign status and save your entries, the Campaign To-Do list updates accordingly.

1.4 Campaign Creation

You create and execute campaigns to promote sales, improve the image of a product, and create opportunities for add-on sales and cross-selling (for more
information, see Campaign). SAP CRM offers several ways to create campaigns.

Prerequisites
You have maintained the settings for campaign management.
For more information, see Customizing for Customer Relationship Management Marketing Marketing Planning and Campaign Management .
To create a campaign based on an existing campaign, at least one campaign must be available.
To create a campaign based on a campaign template, at least one campaign template must be available.

Features
You can either create an entirely new campaign or base your campaign on an existing campaign or campaign template.

Creating New Campaigns


Using the regular campaign function, you can control every aspect of your campaign. In this case, you enter and select all information that is required to create
and execute a campaign by yourself, for example the required campaign details and the segments that contain the business partners or marketing prospects you
intend to contact.

Creating New Campaigns with the Campaign Wizard


You can use the Campaign Wizard guided activity to create and execute simple campaigns that do not require the full functionality of segmentation and

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campaign management, for example small mailing campaigns with a single target group.
To use this function, you must activate the business function Campaign Wizard (CRM_MKT_CPG_WIZARD).

Creating Campaigns from Campaign Templates


You can create a campaign from a campaign template. In this case, the system creates a new campaign on the basis of the selected template and allows you to
edit or add to the campaign details and all other campaign information before you execute the campaign.

Creating Campaigns Based on Existing Campaigns


You can select an existing campaign as a basis for creating and executing a new campaign. In this case, the system re-creates the selected campaign under a
new ID and allows you to edit or add to the campaign details and all other campaign information before you execute the campaign.

More Information
Campaign Automation
Campaign Execution
Preparing for Campaign Execution

1.4.1 Campaigns Using ERP Sales Documents

You can create campaigns on the WebClient UI using sales documents (that is, quotations and sales orders) from SAP ERP. For more information about
campaigns, see Campaign Management. For more information about quotations and sales orders in SAP ERP, see SAP Library for SAP ERP on SAP Help
Portal at http://help.sap.com/erp. Choose a release. In SAP Library, choose SAP ERP Central Component Logistics Sales and Distribution Sales (SD-
SLS) .

Prerequisites
You have made settings in both the SAP ERP back end and the SAP CRM back end, as follows:

SAP ERP Back End


You have defined an access sequence for campaigns by choosing Maintain Access Sequences in Customizing for SAP ERP under Sales and
Distribution Basic Functions Pricing Pricing Control Define Access Sequences .
You have defined a condition type for campaigns by choosing Maintain Condition Types in Customizing for SAP ERP under Sales and Distribution
Basic Functions Pricing Pricing Control Define Condition Types .
You have defined and assigned a pricing procedure by choosing Maintain Pricing Procedures and Define Pricing Procedure Determination in
Customizing for SAP ERP under Sales and Distribution Basic Functions Pricing Pricing Control Define and Assign Pricing Procedures .
You have maintained an access sequence, a condition type, a determination procedure, and have activated campaign determination in Customizing for
SAP ERP under Integration with Other SAP Components Customer Relationship Management Basic Functions Campaign Determination .
You have defined data exchange conditions in Customizing for SAP ERP under Integration with Other SAP Components Customer Relationship
Management Basic Functions Data Exchange Conditions .

SAP CRM Back End


You have downloaded your settings in SAP ERP (that is, settings for access sequence, condition type, pricing procedure, and conditions) to SAP CRM
(transaction R3AS; load object DNL_CUST_CNDALL).
You have defined condition techniques for campaign management in a dedicated maintenance group in Customizing for SAP CRM under Customer
Relationship Management Master Data Conditions and Condition Technique Condition Technique: Basics Create Maintenance Group .
You have set up data exchange for conditions (that is, upload to SAP ERP). This allows you to enter campaign determination and campaign dependent
conditions, which the system replicates to SAP ERP. For information about transferring master data from SAP CRM to SAP ERP, see the basic settings for
SAP CRM in SAP Solution Manager.

Activities
You use the Marketing Professional (MARKETINGPRO) business role on the WebClient UI.

More Information
SAP Note 1638892

1.4.2 Marketing Funds Management

Marketing Funds Management enhances the functionality of the marketing solution by integrating marketing planning and campaign management with funds
management. You use it to translate the annual planning and budgeting into available funds, closely track the budgets during the year, and shift funds to support
unplanned activities and react to market conditions. The integration provides visibility into funds reservations when planning marketing campaign costs and tracks
accruals and consumptions from SAP ERP purchase commitments and settlements.

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Prerequisites
You have activated the business function Funds Management for Marketing (CRM_MKT_FM).
You have made the settings in Customizing for Customer Relationship Management under:
Funds Management Integration Define Planning Profile for Funds Management Integration .
Funds Management Integration Assign Marketing Spend Types to Expense Types .
Funds Management Integration Define Funds Management Integration Profile Settings .
Basic Data Define Types/Objectives/Tactics .
You have set up core Funds Management in Customizing for Customer Relationship Management under Funds Management .

Features

Fund attributes
When defining the purpose of a budget, additional fund attributes are available for fund types created for marketing, and these are:
Marketing Organization
Marketing Plan
These attributes can also be leveraged in fund determination and other relevant fund objects. You can determine the relevant funds for campaigns based on these
new attributes and/or existing ones, such as product category and product.

Note
A sales organization is required in funds plans, funds, and to support budget postings and accruals postings. It is possible to create fund objects without the
need to maintain a sales organization manually. When a company uses a marketing organization to model their organization, they can map it to a sales
organization in the organizational management maintenance so it defaults automatically.

Selecting a marketing organization during budget transfer


In the budget transfer, the Marketing Organization is determined by business partner. In the Budget Transfer wizard, the user can select a marketing organization.
If the user is assigned to only one marketing organization, it is selected by default. If several marketing organizations exist, the user has the option to select the
marketing organization to be used. If a selection is not made by the user, then the marketing organization is determined from the user responsible using the
business add-in (BAdI); Fund Determination Adaptation for Marketing (ES_CRM_BPO_DET) if this has been implemented.

Selecting a campaign type relevant for funds management


When the user selects a campaign type relevant for the Funds Management scenario, the Funds Management section of the screen is enabled. When the user
adds a Funds Plan the option to add Funds and Fund Usages is enabled on the screen. The user can then assign funds in the planning area. Once the
campaign has a status that allows posting, fund usages are created to track consumption.

Date check
The Funds Plan Date Range allows the user to define what dates on the campaign are checked against the validity of the Funds Plan to ensure the campaign
falls within the period of the funds plan. By default, the system checks for the plan start and end date.

Fund association levels in a campaign


In a campaign, funds can be associated at the following levels:
Root
When you set the fund association level to Root for a campaign type in Customizing, you are splitting all of the costs between these funds irrespective of the
spends.
Marketing Spend
When you set the fund association level to Marketing Spend for a campaign type in Customizing, you are assigning a fund to a specific marketing spend,
for example, spending on media only.
In both cases, multi-fund allocation is possible by defining a cost allocation percentage split for the funds. For example, this could be used if multiple brands or
organizations are contributing budget to run the campaign.

Fund determination
Fund determination is triggered from the campaign and used to assign appropriate funds.
The Fund Determination Profile allows you to define how relevant funds are determined for the campaign. The system determines a suitable fund for a campaign
based on the following data:
Sales or Marketing Organization
Marketing Plan Hierarchy

Planning and adjusting costs on the campaign


If a campaign is performing well the user can request more funding or you can also release unused funding without having to cancel the campaign. If you make
changes to the planning data on the campaign, the reserved amounts are updated automatically in the selected fund(s). When you cancel or close a campaign
unused reserved amounts are released back into the fund through balancing of funds usages.

Posting status and value categories

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You can define what campaign statuses trigger the creation of fund usages and what value category is used for reservation. When changing the campaign status,
the planned campaign costs are reflected in the fund checkbook using fund usages with value categories of pre-reserved or reserved.
Pre-reserved tracks and displays planned amounts in the checkbook, but does not decrease the Available-to-Reserve amounts.
Reserved takes money out of the associated fund(s) by decreasing the funds Available-to-Reserve amount, so that it is no longer available for other
campaigns.

Fund usages and statuses


Fund usages are used to track consumption throughout the lifecycle of a fund. They are created for each expense type mapped to a marketing spend planned on
a campaign and can be settled against, accrued, and balanced to return unconsumed budget and accruals. The user can define what campaign statuses trigger
the creation of fund usages and what value category is used for reservation when the status of the campaign is changed. When the campaign status is changed,
the planned campaign costs are reflected in the fund checkbook using fund usages with pre-reserved or reserved value categories.

Note
Funds usages have a status of Preliminary until the campaign is released, at which point their status changes to Released. When a fund usage is in
preliminary status, accruals and settlements postings are not allowed. If the campaign is canceled then the reserved budget is returned to the fund
automatically. If however, the campaign has been released and the fund usages are released, then accruals and settlements are possible and the only way to
return unused budget back to the fund is through balancing of the fund usages. For more information, see Fund Usages Status Management

Fund availability check


During campaign planning, you can also run fund availability checks to ensure budget is available in the selected fund(s). The campaign must be in a fund
posting status as described above.

Tracking purchase commitments


Purchase commitments, such as purchase requisitions and purchase orders, can be uploaded from ERP to CRM using a batch job and posted to funds
management. The committed amounts are tracked in fund usages and displayed in the Fund Checkbook in the committed value category.

Checkbook
The checkbook provides a financial overview by displaying different sets of standard and calculated key figures for funds and for the different types of fund uses.
The value categories relevant for marketing are listed below:

Key Figure Value Category Updated By Use in Marketing

Budget Budget Budget Posting (Update/Transfer) Budget usually provided for a full fiscal year
or quarter.

Pre-reserved Pre-reserved Campaign Budget amount requested for a campaign,


which is not yet approved.

Reserved Reserved Campaign Budget amount reserved for a campaign,


which is approved/released. When
approved, Pre-reserved is decreased and
Reserved is increased.

Committed Committed External Settlement Amount tracked through ERP purchase


commitments (purchase requisitions and
purchase orders).

Available-To-Reserve Calculated Budget - Reserved - AOVC + Unconsumed Amount available to be reserved by other
Budget campaigns.
Unconsumed Budget: An amount that
represents a reserved budget value that is
greater than settlement values. This
amount is captured when a fund usage is
balanced.

Settled Settled External Settlement Amount settled through ERP external


settlements (goods receipt/invoices).

Expensed Expensed External Settlement, Accrual Run Amount expensed. The sum of actual
(settled) expenses and accrued expenses.
Always balances with a corresponding
posting to Accrued or Settled.

Accrual Balance Accrual Balance Accrual Posting Run Amount financially accrued either on a fund
level or campaign level.

Remaining Cash Calculated Budget - Settled Amount not yet consumed through
settlements.

Approved Overconsumption Approved Overconsumption External Settlement An amount that represents a settlement
value exceeding the reserved amount on a
fund usage.

Accruals
You can accrue amounts in funds management to post expenses in the fiscal period in which they occur instead of waiting for the payments to be paid out. There
are two ways available to create accruals in funds management:

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Fund-based accruals
You can set up your system to create fund usages for a fund so that the budget accrues immediately. When you select a fund type that has an accrual
profile and an expense type assigned, the budget automatically accrues when the accrual calculation and accrual posting are run and the corresponding
fund is released.
Referenced-based accruals
Fund usages are also created to track the relevant accruals from campaigns. For each expense type, you can define how the amounts for the campaign are
accrued, over a number of days or on a fixed date. You can also start an accrual run by marketing organization.

Expense settlement
In Customizing, you can map cost elements in ERP to expense types used in Funds Management. The user can run the actuals upload job from ERP to CRM
funds management and update the settled value category of the checkbook accordingly. Users can run this job daily, hourly, or specify the number of times
during the day they want to run the job or specify the interval between jobs.
You can use the BAdI; ERP Amount Distribution for Funds Management (CRM_MKTPL_CPG_FM_AD) to change the distribution of ERP monetary amounts after
they have been distributed to different accounts, but before they are posted to fund usages. This allows to you to keep the amounts up-to-date, and to reduce the
potential for errors to be made in the amounts posted to fund usages.

Funds analytics
The user can evaluate the performance of marketing activities, track the status of budgets and consumption and measure the effectiveness and impact of
marketing expenditures and monitor process efficiency using analytics.
There are several reports available to help you analyze data. For more information about these reports, see the relevant documentation below.

More Information
Funds
Funds Management
Fund Usages Status Management
Fund Usages
Fund Determination
Purchasing Process in Marketing Projects
For more information about BI Content for Marketing Funds Management, see the following reports as of BI Content 7.05 on SAP Help Portal at
http://help.sap.com SAP NetWeaver BI Content Industry Solutions Consumer Products Sales and Marketing Trade Promotion Management
Funds Integration Analysis Scenario :
Accrual Analysis
Balance Fund Usages
Budget Update and Transfer
Funds Checkbook
Funds Consumption Analysis

1.4.3 Connection to CRM Mobile Sales

A two-way data exchange between CRM Server and CRM Mobile Sales enables uniform integration of processes in the planning and execution of marketing
campaigns within the company and in the field.
Campaigns created online can be transferred to mobile clients and then carried out by the sales force. Furthermore, the sales force can take an active role in the
planning. Both centralized planning online as well as decentralized planning in CRM Mobile Sales are possible.

Prerequisites
A campaign will be transferred to mobile clients only if their status allows the business transaction Distribute Campaign to MSA (CMSA) . In the standard
system, a campaign is transferred to mobile clients if you set the system status to Released and then save your work.
If you want to transfer campaigns to mobile clients at an earlier date, you must define a user status allowing the business transaction Distribute Campaign to
MSA (CMSA) .
If you want to exclude specific campaigns from being transferred to the mobile clients, you must define a user status that does not permit the business transaction
Distribute Campaign to MSA (CMSA) .

Features

Transferring Campaigns from CRM Server to CRM Mobile Sales


Campaigns you create in Marketing are written to the consolidated database (CDB). If a mobile client synchronizes with the CDB, campaigns are transferred to the
mobile clients.
Campaign hierarchies from CRM Server are assigned to corresponding campaign hierarchies in CRM Mobile. Moreover, the following additional objects assigned
to campaigns are transferred to mobile clients and can be used to carry out campaigns.
Texts
Documents
Products

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Campaign-specific conditions
Target groups
Partner functions
Campaign planning data such as key figure planning, cost planning, success key measures, distribution data
In CRM Mobile Sales a campaign cannot be broken down into multiple campaign elements. If a campaign is broken down into multiple campaign elements in
CRM Server, the system creates a separate campaign for the campaign header and for each campaign element in CRM Mobile Sales. The relationship between
campaign header and campaign elements is displayed in CRM Mobile Sales as a hierarchical relationship between campaigns.

Editing Campaigns in CRM Mobile Sales


If you want to edit a campaign on a mobile client, the edited data is updated during CRM Server synchronization. After synchronizing you can view the changed
data or edit it further in Marketing.
Immediately after synchronization, campaigns are also updated in the consolidated database (CDB). From this point on, other mobile clients can access the
updated data.

Creating a New Campaign in CRM Mobile Sales


If you create new campaigns on a mobile client, these campaigns are also created in CRM Server during synchronization. At the same time, the system checks
for data consistency. For example, the system prevents a campaign from being imported to CRM Server if a campaign already exists there with the same
identification key. The campaign is imported but is given its own unique code instead.
If you create a campaign on a mobile client and import it to CRM Server, this campaign receives the status Released once it is imported. In the standard
system, these campaigns are immediately ready to be transferred to other mobile clients.

1.4.4 Enrolling for Marketing Projects

To manage the participation in campaigns or trade promotions, you can specify that enrollment for the campaign or trade promotion is required. You can do this by
selecting an indicator in the General Data area of the marketing project.
If a sales order, either through manual entry or the campaign determination, references a marketing project that requires enrollment, the system checks whether
the sold-to party has enrolled for this marketing project.

Integration
The enrollment function is integrated with SAP CRM Web Channel. During the enrollment period, Web shop users belonging to the target group or planning
account (TPM) of the marketing project can enroll themselves for the marketing project as well as all accounts below their own hierarchy node. The prerequisite for
this is that the lower-level accounts also belong to the same target group or planning account.
Web shop users can view their enrollment status at any time and, if required, can cancel their enrollment before the enrollment period ends.

Prerequisites
To enter the enrollment period, you must define an additional time period with the type Enrollment . To do so, in Customizing for Customer Relationship
Management, choose Customer Relationship Management Marketing Marketing Planning and Campaign Management Basic Data Define Additional
Date Ranges .

Features
Under General Data , you can select the indicator Enrollment Required if all target group or planning account members must enroll for this marketing
project.
Under Dates , you can choose the dates for the enrollment period. Once the enrollment period has passed, it is no longer possible to enroll or de-enroll
accounts in the Web shop.

Note
However, internal users can enroll or de-enroll from the campaign or trade promotion even after the enrollment period has expired.

If you select the indicator Enrollment Required , a new assignment block Enrollment List is displayed. The enrollment list shows all accounts that have
been enrolled in the Web shop. You can edit this list internally to remove accounts or to add any accounts that have expressed an interest in participating,
for example. In the enrollment list, you can see who first enrolled the participants and who last changed the enrollment status. Accounts that have since
been de-enrolled are still displayed in the list. The indicator Enrolled provides information about the enrollment status.
You can use the filter function to filter long lists by account attributes and account enrollment status.
When the marketing project is archived, the enrollment information is also archived.

1.4.5 Conditions and Rebates in Trade Promotions and


Campaigns

A condition defines the result values for a determination process. The result values depend on selected influencing factors (such as account, account hierarchy,
and product) and are valid for a specified period. For example, a condition may be a specific discount in kind for a specific quantity of a product, or a specific
discount for a specific account.
A rebate is a specified discount that is paid to an account retroactively according to terms and conditions as stipulated in the rebate agreement.

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With SAP ECC, you can also use enhanced rebate processing.
To use conditions and rebate agreements in trade promotions and campaigns, you must maintain the necessary Customizing. If your sales orders are done in
SAP ECC, you maintain them there in SAP ECC and then transfer them to SAP CRM. If your sales orders are done in SAP CRM, you can maintain condition
customizing in SAP CRM directly. Maintain settings in the following areas:
Condition Maintenance in a SAP ECC Integrated Scenario

More Information
Maintenance of Rebate Processing
Information on Data Exchange
Customizing for Condition Generation
Customizing for Rebate Processing

1.4.6 Using Campaign Templates in the Integrated Marketing


Calendar

Procedure
You have activated the business function Marketing Productivity (CRM_MKT_PRD).

1. In the Integrated Marketing Calendar, in the graphical view, click Templates .


2. To use a predefined campaign template, click Campaign Template Library .
To use a campaign template you have modified personally, click My Campaign Templates .
A list of campaign templates appears.
3. To refine the list, click Refine Search and define the search in more detail.
4. Select the template you want to use and drag and drop it to the Integrated marketing Calendar.
The Campaign: New screen appears, where you can edit the details of the campaign. For example, the dates in the template may lie in the past, so you
need to change them accordingly.
5. Click Save , then Back . The campaign now appears in the Integrated Marketing Calendar.

1.5 Campaign Execution

In a marketing campaign, you can contact your business partners by transferring the target group(s) assigned to the campaign to your defined communication
medium, such as telephone, to start a direct telephone campaign at a particular time.

Prerequisites
You have created a campaign in Marketing Campaigns
with the necessary information such as communication medium and target group.

Features
You can generate activities for each of these communication channels, for example, if you wish to have a complete contact history for a particular customer.
For mass campaigns you can generate interaction objects, which contain the most important information about the outbound contact and therefore optimizes
performance.
You can use the open channel, where you use external tools for further processing of campaign data.
For more information about the open channel, see SAP Note 535536.

Activities
In Marketing Campaigns you can do the following:
Select the campaign or the campaign element you want to execute.
Release the campaign by changing the status to Released in General Data .
Click Start on the Campaign Details page to start processing the campaign.

More Information
Preparing for Campaign Execution
Activity Management
Interaction Object
Modeling Elements in Campaign Automation

1.5.1 Preparing for Campaign Execution

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You can use this process to review the steps you need to take before executing a campaign.

Prerequisites
You have:
Defined a communication medium in Customizing for Customer Relationship Management by choosing Marketing Marketing Planning and Campaign
Management Campaign Execution Define Communication Medium
Defined Marketing Permissions in Customizing for Customer Relationship Management, by choosing: Master Data Business Partner Define
Settings for Marketing Permissions
Created a form for sending e-mails, faxes and Short Message Service (SMS) messages under Marketing Mail Forms
Entered the addresses and numbers of the accounts for the different communication types (e-mail, telephone, fax or SMS) under Master Data
Accounts
Assigned a target group to the campaign or the campaign element, or created a target group from the assigned profile or the profile group under
Marketing Segments
Released the campaign by setting the Status indicator to Released
Optional: If you want to generate activities, you have assigned a business transaction type to the communication channel in Customizing for Customer
Relationship Management by choosing Marketing Marketing Planning and Campaign Management Campaign Execution Define Communication
Medium
To use this function, you must activate the business function Marketing Permission (CRM_MKT_PERMISSION).

Process
1. You decide how to make contact with your target group.
If the Apply Marketing Permissions checkbox in the Channel part of the Campaign Details section on the Campaign Overview page has been
selected, the communication channel or channels you can use for the campaign are restricted to those for which permission has been granted.
2. For the communication methods e-mail, fax and SMS, select mail forms that enable you to send individual texts using the customer profile.
3. You can click the Test Send pushbutton in Marketing Mail Forms to test the transmission process before actually sending out the communication.
Optional: If you want to carry out a telephone campaign, you can give the Interaction Center (IC) a script.
4. When you transfer the target group to the IC, a calling list is created. This is distributed to and worked through by the individual IC agents.
5. When contacting the business partners in the target group, you can also use their preferred communication method. This preferred communication method is
entered in the business partner master data. This means, for example, that if your target group contains business partners that have selected
correspondence language English and others that have selected German, they will be contacted accordingly in the relevant language so long as this
information has been maintained in their master data.
6. Another option is to transfer the target groups using the open channel to an external system, for further processing. For example, to a legacy call center
(such as, telemarketing) or an external mailing service.

More Information
Executing Marketing Campaigns
Mail Forms
Test Send
Assigning Scripts to Call Lists
Interactive Scripting

1.5.2 Transaction Templates in Marketing

This is an optional feature. For trade promotions and deals, you use activity templates to mass generate activities with recurring contents for a specific account or
for all members of a target group. For campaigns, you can generate activities, leads, and sales orders during campaign execution. For any of these transactions,
you can use transaction templates to define the content of the transactions to be generated.
You can assign activity templates to trade promotions, deals, and campaigns so that activities such as appointments, e-mails, and telephone calls are generated
automatically on the basis of these templates. You can additionally assign lead or sales order templates to campaigns if the communication medium of the
campaign supports this. Based on the content of the specified transaction templates, activities, leads, or sales orders are generated for the target group of the
campaign during campaign execution.

Prerequisites
To use transaction templates for trade promotions, deals, and campaigns, you have performed the following in Customizing for Customer Relationship
Management under:
Transactions Settings for Activities
Marketing Marketing Planning and Campaign Management Campaign Execution Define Communication Medium
To generate a lead from activities, ensure that you select the transaction type Lead as the communication method. For more information, see Customizing
for Customer Relationship Management under Transactions Settings for Leads .
To use transaction templates for trade promotions, you have performed the Customizing for Customer Relationship Management under Marketing
Marketing Planning and Campaign Management Basic Data Define Types/Objectives/Tactics

Note
Ensure that your trade promotion has a type with a communication medium defined for it.

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To generate leads from campaigns, you must perform the following:
Select the communication medium that has a communication method with transaction type Lead .
Define the respective Customizing for leads in Customer Relationship Management under Transactions Settings for Leads .
To generate sales orders from campaigns, you must perform the following:
Select the communication medium that has a communication method with transaction type Sales Order .
Define the respective Customizing for sales orders in Customer Relationship Management under Transactions Settings for Sales Transactions
.

Features
You assign activity templates to trade promotions or deals in the Activity Template assignment block, and then indicate when you want to generate the
activities.
For example, you may want to generate a customer visit two days after the planned start of a trade promotion to ensure that the product display appears in
the correct location of the store.
You can assign transaction templates to a campaign based on its communication medium. You can set up a communication medium to permit different
transactions (activities, leads, or sales orders) to be generated during campaign execution. For each transaction type, you can then specify in the
Transaction Templates assignment block which transaction templates are used during campaign execution. In the Transaction Templates assignment
block, you can also define how the dates of the transactions to be generated during campaign execution are determined.
For example, you can specify that leads are generated using a transaction template that is set up for the lead type. Information specified within the
transaction template, such as notes, attachments, organizational information, and parties involved, are reflected in the generated leads. The start and end
dates of the leads to be generated are determined based on the information given in the Transaction Templates assignment block. For instance, you can
specify that the start date of the leads is two days after the planned start or end date for the campaign.
You can use several activity templates for each communication medium for trade promotions, and there is no restriction to their use. For campaigns,
however, you can have only one template for each communication method, and it can be used only once.
The system records all scheduled activities in the Marketing Calendar and creates a reference to the trade promotion, campaign or deal that it was
generated from.

Activities
You can generate the following:
Activities based on activity templates for trade promotions and deals by choosing the Generate Activities pushbutton in the Segments assignment block
after the following:
You have saved the trade promotion or deal.
You have set the trade promotion or deal status to Released .
The segment has a transfer status of Not Scheduled .
Activities, leads, or sales orders based on transaction templates for campaigns by choosing Start on the Campaigns page when you have saved and
released your campaign.

1.5.3 Marketing Permission

You can use marketing permissions to comply with local legal requirements for recording customer preferences with regard to receiving unsolicited marketing
messages. As a company with a customer base in countries that regulate the sending of unsolicited marketing messages, you may need to demonstrate
evidence of, or adherence to some or all of the following:
Adherence to applicable law
Evidence that customers have agreed to receiving unsolicited marketing messages via a certain communication channel
Evidence that customers have not agreed to receiving unsolicited marketing messages via a certain communication channel
Evidence that customer preferences have changed. For example consent changes from Given to Rejected , or communication details change
Adherence to marketing permission preferences of marketing prospects

Prerequisites
To use this function, you must activate the business function Marketing Permission (CRM_MKT_PERMISSION).

Features
The marketing permission logic assumes that you are subject to legal requirements, or have a customer code of practice, requiring permission from customers
before sending them unsolicited marketing messages. To support you in meeting these requirements, the features available are as follows:
The standard system logic derives the customer jurisdiction from the address data in the master data.
Opt-in settings are country-specific, state-specific (if required), and communication channel-specific (if required).
A Business Add-In (BAdI) is available if the standard system logic and opt-in settings do not meet your legal requirements.
For more information, see Customizing for Customer Relationship Management , under Master Data Business Partner Define Settings for Marketing
Permissions Business Add-Ins for Marketing Permissions BAdI: Opt-In Evaluation for Accounts and Contacts .
The Marketing Permissions assignment block is available on the Accounts and Contacts pages and contains the following data and functions:
Communication channel
Form of consent
Date of consent
Communication details
Consent
Editing functions

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Edit List
Create Permission for All
This allows you to enter the consent status for all communication channels quickly.
Insert
Display Current Permissions
Gives an overview of marketing permissions that are valid on the date you access them. You can edit this list. For more information, see Current
Permissions and Invalid Permissions.
Display All Permissions
Gives an overview of current permissions, and invalid permissions, that is, permissions that are no longer current. This may be due, for example, to
a change in communication details, an expiring validity period (if entered in Customizing), or a more recent entry existing for the same account,
communication channel, and communication details. You can edit this list. For more information, see Current Permissions and Invalid Permissions.
Accountability and transparency is offered with the Marketing Permissions assignment block, the list that offers an overview of the current permissions,
and the list that displays all permissions, that is, the current and the historical ones. In addition, the Change History assignment block records all changes
a user makes to a data record.
A marketing permission can only be created or deleted. This ensures that an existing marketing permission cannot be changed. Legally speaking, a
marketing permission can only be changed when a new form of consent is received with new date of consent. By inhibiting the modification of an existing
marketing permission, the system prevents any unintended changes.
The system reads the account and contact communication details from the master data for the marketing permissions. This means that you do not need to
enter the same data because all the communication details can be used for marketing messages. If, for example, several e-mail addresses are available in
the master data, and they can all be used, no entry for Communication Details is required for accounts. If, however, only one e-mail address is to be used,
it must be entered in Communication Details .

Note
In the case of a contact relationship to an account, only the communication details that are entered for this relationship and the specified communication
channel on account level are available for use.

When the communication details of an account or contact with an existing marketing permission are changed, the system removes the marketing
permission from the Display Current Permissions list to the Display All Permissions list.
The contact inherits consent Rejected from the account it is assigned to. Consequently, consent Rejected on account level cannot be overruled by
consent Given on contact level. The contact does not inherit consent Given from the account.
Search integration
You can search in All Accounts , Individual Accounts , Corporate Accounts , and Groups with the following attributes:
Marketing Permission Channel : Search by communication channel. The system searches all permissions.
Marketing Permission Consent : Search by consent status Allowed , Not Allowed or Not Maintained .
The system searches in the current permissions, and does not take into account invalid permissions.

Note
When both the search attributes Marketing Permission Consent and Marketing Permission Channel are used, the system searches in the current
permissions and does not take into account invalid permissions.

Marketing permission attributes are available for marketing prospects.


You can create marketing prospects with marketing permission attributes via External List Management ( ELM ). These attributes allow you to upload
external lists, taking into account marketing permission information, such as consent Given or Rejected , communication channels, and so on. For more
information, see Marketing Permissions in ELM.

More Information
For information about functions for marketing permissions in the Interaction Center, see Specifics for Interaction Center: Marketing Permission.
For information about functions for marketing permissions in campaign execution, see Preparing for Campaign Execution.
For information about merging of marketing permissions in data cleansing, see SAP Note 1712376.

1.5.3.1 Current Permissions and Invalid Permissions

In marketing permissions, customer preferences with regards to receiving unsolicited marketing messages are recorded. Depending on local legal requirements,
this includes information such as, whether or not the customer consents to receive marketing messages, the communication channel, communication details, form
of consent, or the date of consent. This information forms a marketing permission, and marketing permissions are either current or invalid.
You can display current permissions and the invalid permissions in the Marketing Permissions assignment block (use Display Current Permissions) . The
current permissions are available in the list of all permissions (use Display All Permissions) . The system differentiates between current and invalid permissions
based on the following attributes:
Current Permission
A permission is current and available in Display Current Permissions when the following applies:
The consent is Rejected.
A rejected consent is always applicable, and is always a current permission.
According to the settings in the Customizing activity Define Opt-In Settings available in Customizing for Customer Relationship Management under
Master Data Business Partner Define Settings for Marketing Permissions , the period of validity still applies.
Invalid Permission
A permission is invalid and only available in Display All Permissions when one or more of the following conditions applies:
For Accounts
The date of consent is in the future.
Communication details are changed or deleted.

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Communication details are no longer valid.
A permission has expired due to settings in the Customizing activity Define Opt-In Settings.
A permission for the same communication channel exists with a more recent date of consent.
For Contacts
The date of consent is in the future.
Communication details are changed or deleted.
Communication details are no longer valid.
A permission has expired due to settings in the Customizing activity Define Opt-In Settings available in Customizing for Customer Relationship
Management under Master Data Business Partner Define Settings for Marketing Permissions.
A permission for the same communication channel exists with a more recent date of consent.
For Contacts Assigned to an Account
For contacts assigned to an account, permissions are invalid when one or more of the following applies:
The date of consent is in the future.
Communication details are changed or deleted.
Communication details are no longer valid.
The contact relationship to the account is no longer valid.
A permission has expired due to settings in the Customizing activity Define Opt-In Settings available in Customizing for Customer Relationship
Management under Master Data Business Partner Define Settings for Marketing Permissions.
A permission for the same communication channel exists with a more recent date of consent.
The account has the consent Rejected for a specified communication channel but the contact has Given . In this case the consent Rejected on account
level overrules consent Given on contact level meaning that the contact permission becomes invalid.

1.5.3.2 Search Integration

You can search in All Accounts , Individual Accounts , Corporate Accounts , and Groups and Contacts with the following attributes:
Marketing Permission Channel : Search by communication channel. The system searches all permissions.
Marketing Permission Status : Search by consent status Allowed , Not Allowed or Not Maintained .
The system searches in the current permissions, and does not take into account invalid permissions.

Note
When both the search attributes Marketing Permission Status and Marketing Permission Channel are used, the system searches in the current
permissions and does not take into account invalid permissions.

More Information
For more information on current and invalid permissions, see Current Permissions and Invalid Permissions.

1.5.3.3 Marketing Permissions in ELM

You can now create marketing prospects with marketing permission attributes via External List Management ( ELM ). These attributes, allow you to upload
external lists, taking into account marketing permission information, such as consent Given or Rejected , communication channels, and so on.
The attributes are available in Marketing in the application Mapping Format . Choose the category Marketing Prospects , and the filter criterion Address to view
the available attributes as listed below:

Description Technical ID

Consent ID for telephone CONSENT_TEL

Consent ID for E-Mail CONSENT_EMAIL

Consent ID for Fax CONSENT_FAX

Consent ID for SMS CONSENT_SMS

Consent ID for Pager CONSENT_PAGER

Form of consent ORIGIN

Date of consent DATE_OF_CONSENT

Note
Before uploading the external list, make sure that you use these technical IDs for the Consent ID fields:
Consent given replace with 001

Consent rejected replace with 002


Unless these technical IDs are defined for the Consent ID fields in the external list, the system leaves blank the consent fields for the following:
Telephone
E-Mail
Fax
SMS
Letter

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Pager
For the form of consent, use the values defined in Customizing for Customer Relationship Management ( CRM ) by choosing Master Data Business
Partner Define Settings for Marketing Permissions Define Forms of Consent

The marketing permission attributes can be displayed in the Marketing Prospect application in the Result List .

Note
In the mapping step Maintain Target Group , marketing permissions are not taken into account.

Prerequisites
To use this function, you must activate the business function Marketing Permission (CRM_MKT_PERMISSION).

1.5.4 Questionnaire Assignment

You can validate a marketing project using a questionnaire. This questionnaire contains all the marketing project data that should be checked at the site of the
trade promotion (for example, product, placing, price, time period). You can assign a questionnaire to a marketing project by generating activities.

Prerequisites
You have:
Made the required settings in Customizing for Marketing by choosing Marketing Planning and Campaign Management Campaign Execution
Define Communication Medium .
Created a questionnaire in Customizing for Customer Relationship Management by choosing Transactions Settings for Activities Questionnaires .
Assigned the questionnaire to an activity.

Process
1. Generate a target group.
When you create a new deal or trade promotion, and enter a planning account and a sales organization, click Generate Target Group and the system
generates the target group from the planning accounts.
When you create a new campaign or marketing plan, enter a segment.
2. Assign a communication medium to the marketing project.
You do this under Channel in General Data by selecting the appropriate communication medium from the dropdown list.
This defines the activities that the system needs to generate. If you have already created activity templates, you can enter the corresponding transaction
number under Activity Templates .

Note
In a trade promotion, you can use several activity templates for each communication channel.

In a campaign, you can use only one activity template for each communication channel.
3. Transfer the target group to a channel.
The system generates activities, to which a questionnaire is assigned.

Caution
The marketing project must have the status Released before you can transfer the target group to a channel.

Result
You have assigned a marketing project to a questionnaire.

More Information
Target Groups
Templates for Activities

1.5.5 Campaign Response Recording

You can use this fast-entry function to record responses to a campaign, such as paper-based responses from a trade fair or advertisement campaign.
Responses include any inbound campaign response data related to existing or prospective business partners. Response data can include business partner
details such as answers to campaign survey questionnaires, notes, or comments.
The campaign response recording application also allows you to create the following, quickly and easily:

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Sales prospects (accounts)
Contacts
Leads, activities (interaction logs)

Prerequisites
You have maintained the settings for campaign management.
You have released the campaign for which responses are to be recorded.

Features
A response code is used to identify responses from existing or prospective business partners. You can use three types of campaign response codes:
Coupon Code a unique code for a campaign or campaign element. This code identifies the campaign or campaign element associated with a coupon.
Campaign/Campaign Element ID a unique identifier for a campaign or a campaign element.
Personalized Response Code a unique ID representing the relationship between the campaign or campaign element and the business partner. This
code is visible in personalized mail, and is typically used by marketing assistants to identify the relevant campaign, campaign element, or business
partner.

Activities
You can use the campaign response recording application to search, create, check, and update business partner information such as address-related
information for accounts and contacts.
When the response code is a coupon code or a campaign/campaign element ID, the system determines and displays the relevant
campaign/campaign element and description. You can use the displayed page to enter relevant response details such as account details, contact details
and lead/interaction log details.
When the response code is a personalized response code, the system determines and displays the relevant campaign/campaign element, description,
account and contact details. You can then use the fields in the displayed page to update and modify response information. If more than one contact is
assigned to the account, the system displays a list of all contacts in the Available Contacts table in the Contact section of the page. When you select a
contact from this list the system displays the contact details in the section below the table. You can also add a new contact to the list of Available Contacts
by clicking Add Additional Contact and entering the new contact details. The new contact is saved as the new lead contact for the account. You can also
select a contact from the table and assign and save it as the lead contact in the Lead/Interaction Log .
The system identifies the campaign/campaign element and determines which survey (lead, activity, or marketing survey) to assign to the response. You
can update and save survey data by selecting a survey from the Assessment dropdown box located in the Lead/Interaction Log page view.
You use the template feature to create new leads and interaction logs. To create a new lead/interaction log for the current account use the Template field in
the General Data section of the page. The new template data is displayed in the Lead/Interaction Log section.

More Information
Working with Coupon Campaigns
Personalized Response Codes

1.5.6 Specifics of High-Volume Campaign Execution

High-volume campaign execution is a lean form of execution that allows you to increase campaign throughput significantly. Using this process enables you to
carry out parallel processing for your target groups and reach a much higher volume of recipients with your campaigns.
Typical uses are promotional campaigns, newsletters, and product announcements.

Prerequisites
To use this function, you must activate the business function High-Volume Marketing (CRM_MKT_HVS).

To use this function, you must activate the business function Marketing Permission (CRM_MKT_PERMISSION).

Note
Only e-mail and file export are supported in high volume campaigns.

You make the settings for high-volume campaign execution in Customizing for Marketing Planning and Campaign Management under
Basic Data Define Types/Objectives/Tactics.
Campaign Execution Define Communication Medium
Campaign Execution Make Parallel Settings for Campaign Execution
Campaign Execution Define File Export Variants.
Campaign Execution Enable Access to Files in Campaign Execution
Campaign Execution BAdI: Define Outbounds for High-Volume Campaign Execution
Campaign Execution Business Add-Ins BAdI: Map Channel for Marketing Permissions Check for High-Volume Campaign Execution

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We have two new communication channels for carrying out high-volume campaign execution:
High-volume file export
A dedicated UI is available for file export. You insert attributes in a table. This UI replaces the integrated text editor and word processor for both high-
volume file export and low-volume file export.
High-volume e-mail
You can set the language for the channel directly under General Data if the language in which you wish to address your target groups has not been
defined already in the business partner master data. The language you set here is the one taken if a corresponding mail form template exists in this
language. Otherwise the default language for the campaign is taken. You can use the correspondence language of your business partner for all channels.
You can assign marketing prospects as well as business partners. Marketing prospects are consumers in the system that are imported via External List
Management from lists received from data providers, for example. The marketing contacts in that list are not yet business partners in the system, but can
already be used for segmentation and later on for campaign execution. Note that discounts are not applicable for marketing prospects.
High-volume campaign execution also works with lean business partners, that is, partners with a reduced set of attributes, to speed up performance. The
BAdI CRM_MKTHV_LBP enables you to add additional attributes to your business partners if required.
You can use campaign automation to plan and execute campaigns that start with high-volume execution and progress to low-volume execution, for
example, to first reach a maximum size of audience, and then to focus on those accounts and marketing prospects who respond positively. Note that the
opposite is not possible; you cannot progress from low-volume execution to high-volume execution.
When you start a campaign, the system checks whether attributes in the mail form are available in business partners and marketing prospects in target
groups.
After campaign execution has been triggered, you see the Contact Statistics high-volume-specific assignment block. This shows the total number of
outbound contacts, both planned and successful. Note that the planned outbounds here are not always exactly equal to target group size. The planned
outbounds on the contact assignment block correspond to the actual number of e-mails that are to be sent out and not the target group size, since some
business partners may be flagged with Do not contact . Checks can also be made as to when a target group was last updated to see if there are any
changes that may need to be considered. See the BAdI: Define Outbounds for High-Volume Campaign Execution for more information.
This assignment block also shows the number of bounces, that is, the number of campaigns that were not successful and were bounced back. You need
the function module CRM_MKTHV_UPLOAD_BOUNCES to upload all bounced mails from the server back into the system. The report
CRM_MKTHV_BOUNCE_PROCESS can then be used to display the results in this assignment block. The soft bounces show purely the statistical results
whereas the hard bounce takes into account those business partners that were flagged with Do Not Contact . You can also track any links that might have
been included in your mail forms and how often these links were clicked on.
After a campaign has been executed, you can go to the Segments assignment block and click the job status to go directly to the Execution Monitor ,
where you can track your contacts and the progress of your campaign in more detail. The Execution Monitor displays the status of your contacts and a
message log. It also allows you to do a rerun, if required. The contact tracking table has an entry every time campaign execution takes place although
outbound contact tracking is not supported.
High-volume campaign execution does not use the Marketing Contact List report because this is only relevant for individual business partners. In this
case, only the Marketing Contact Summary is relevant.
As a result of campaign execution, a package of files is put onto a server and passed to an external provider of letter or e-mail services via a predefined
SMTP server. This package includes mail form templates and files/attachments, metadata info, and personalization data contained in separate CSV and
XML control files. You can navigate directly from the campaign to the file server or Web server where the e-mail or file export files are stored. For more
information, see Customizing for Customer Relationship Management under Marketing Marketing Planning and Campaign Management Campaign
Execution Enable Access to Files from Campaign Execution .

More Information
For information about the specifics for high-volume segmentation, see High-Volume Data Segmentation.
For information about the specifics for high-volume external list management, see External List Management in SAP CRM.
For information about the specifics for high-volume personalized mail, see Specifics for High-Volume Personalized Mail.

1.5.7 Interaction Object

The interaction object is a document for an outbound customer contact with the status completed. The interaction object can be generated for all asynchronous
channels, such as e-mail, fax, SMS, and open channel.
Technically speaking, the interaction object is an entry in the contact tracking table that contains details about a customer contact but is not linked to the business
transaction.

Interaction objects are usually generated in mass-marketing business to log customer contacts when the creation of activities is not desired. This improves
performance and reduces unnecessary data volume. However, you still have a constant overview of which customer was contacted at what time and through
which medium, and can subsequently carry out reporting for your marketing activities.
You can also create follow-up documents for interaction objects (for example, lead, opportunity) and display the entire document flow related to the object.

Structure
The header of the interaction object displays the contact recipient, the channel, as well as the creation time and date. In the B2B scenario, the organization is also
included. You can also see the campaign in which the contact took place and can branch directly to this campaign.
Next to this, the text and the category of the outbound contact is displayed (in the case of a fax in Portable Document Format (PDF)) along with all related follow-up
documents.

Integration
The interaction object can be displayed in the contact history of activity management, in the business partner fact sheet, in account management and in the
interaction center.

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Reporting is possible for the interaction object thanks to the integration with SAP Business Information Warehouse.
For more information on how the interaction object behaves in different applications, see Creating Outbound Customer Contacts with Interaction Objects.

1.5.7.1 Creating Outbound Customer Contacts with Interaction


Objects

With interaction objects you can create all outbound customer contacts from the channels e-mail, letter, fax, short message service (SMS), and open channel,
thus providing you with a complete account contact history.

Integration
The interaction object is integrated with the contact history of activity management, account management, IC WebClient, and the business partner fact sheet.

Prerequisites
You have activated the use of interaction objects for your application and, if required, defined an application-specific name in Customizing for Customer
Relationship Management (CRM), by choosing Basic Functions Interaction Object . If you want to create follow-up documents for interaction objects, you
can also define these here.
You have defined a communication medium for campaign execution with a communication method with which no activities are created (for example, e-mail without
activities). In other words, no transaction type is maintained. You do this in Customizing for CRM, by choosing Marketing Marketing Planning and Campaign
Management Campaign Execution Define Communication Medium . Under Define Communication Methods and Transaction Types , leave the field
Transaction Type blank.
In HTTP Service Hierarchy Maintenance (transaction SICF), you have activated the service CRM_SEND_SCREEN, to avoid being prompted again for your
password. For more information, see SAP Note 429436.

Changing the Name of the Interaction Object


If the interaction object is to have a name other than campaign contact , you can enter another name in the Editor for Online Text Repository (OTR) Texts
(transaction SOTR_EDIT). Enter the alias *interactionobject* in the Alias field to see all applications in which the interaction object is used. By double-clicking
on the appropriate application text, the screen OTR: Change Concept appears, where you can enter the desired name in the field Text .
To display the interaction object in the activity clipboard and if you do not want to work with the DEFAULT profile, you must make the following settings in
Customizing for CRM, by choosing Interaction Center WebClient Basic Functions Define Activity Clipboard Profiles :
<object id="MktInteractionObject" wrappedObjectType=""navigationalLink="IRecGoToMktIO>
<columns>
<activity alternativeNavigationalLink=""text="$(CRM_IC_APPL_UI_BDC/INTERACTIONOBJECT)">
</activity>
<description alternativeNavigationalLink="" attributeXPath="//DESCRIPTION">
<description alternativeNavigationalLink="" attributeXPath="//DESCRIPTION">
<moreinfo alternativeNavigationalLink ="" attributeXPath="//CATEGORY_TXT">
</moreinfo>
</columns>
<objectLinking>
<borForLinking id="BUS20004"/>
<bolAttributeForBorKey id="GUID"/>
<keyMapperClass id=""/>
</objectLinking>
</object>

Features
The interaction object can be used in the channels e-mail, SMS, fax, letter, and open channel and replaces the activity during the creation of outbound contacts.
This is particularly beneficial in mass business, since it enables performance bottlenecks to be avoided. The creation of interaction objects is also possible for
the open channel.
You can search for the interaction object by using the locator search in activity management, IC WebClient, business partner fact sheet, and account
management. The interaction object is identified by its own icon.
The interaction object is displayed along with its administration data and the text of the outbound mail. By clicking on the organization or the recipient, you are
directed to the business partner detail data. By clicking on the campaign, you navigate directly to Marketing and can display the campaign in which the outbound
contact took place.
You can choose Create Follow-Up Transaction to create a follow-up transaction for this customer contact. All related documents are displayed under Document
Flow .

Note
The interaction objects are included in the overview of Customer Interactions and Last Interactions . You can create follow-up activities in the activity
clipboard. When the call is ended, these are added to the document flow.

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Special Features in Business Partner Fact Sheet
In the business partner fact sheet, the interaction objects are displayed in the lists Completed Activities and Last 20 Activities . By clicking on the transaction
number you can view the interaction object details.

1.6 Mass Generation of Sales Orders via Marketing Projects

This function enables you to generate sales orders from campaigns or trade promotions for a predefined group of accounts. This is useful in scenarios where the
same sales orders need to be created for a large number of accounts with certain attributes.

Example
You are a manufacturer of spare parts and have a new range of parts, which all of your dealers in the region "North" and with a turnover of more than USD
500,000 need to have in stock.

Prerequisites
To generate sales orders via campaigns or trade promotions, you must set up a communication medium in Customizing that enables the generation of sales
orders. To do so, create a communication medium with the communication method Generate Sales Order in Customizing for Customer Relationship Management
(CRM), by choosing Customer Relationship Management Marketing Marketing Planning and Campaign Management Campaign Execution Define
Communication Medium .
For more information, see Preparing for Campaign Execution.

Features
You can generate sales orders automatically for one or more products for a predefined customer segment. To do so, create one or more Target Groups
containing all accounts that meet the required criteria and assign this target group or these target groups to the campaign or trade promotion. For more
information, see Planning for Target Groups.
In addition, assign the required products and enter a quantity for each product.
To execute the marketing project, choose a communication medium that generates sales orders. When you start the execution, a sales order with the
assigned products and quantities is generated for each account in the target group or target groups. The sales orders generated in this way contain a
reference to the marketing project.
If required, you can assign a sales order template to the campaign or trade promotion. In this case, the generated sales orders will contain additional data
from the corresponding template, such as notes, for example. The template must have the template type D . For more information, see the Implementation
Guide (IMG) under Customer Relationship Management Transactions Basic Settings Define Transaction Types .
To inform your customers about the generation of the sales orders, you can configure your communication medium so that parallel to the campaign execution
an e-mail informing customers about the sales orders is also sent.

1.7 SAP Real-Time Offer Management

SAP Real-Time Offer Management (RTOM) is a real-time decision solution that provides intelligent product offers and messages during customer interactions. It is
self-learning, taking the response from every interaction into account to make the next real-time offer more relevant and effective. SAP Real-Time Offer
Management uses a single marketing source to manage all customer-related offers.
To use SAP Real-Time Offer Management with marketing in SAP Customer Relationship Management (SAP CRM), you have to set up a real-time offer campaign
(campaign type RTOM). This is an inbound campaign for inbound customer interaction. An inbound campaign is pending until a customer contacts the company,
for example, through the Interaction Center. Inbound campaigns do not have any campaign execution using outbound channels.

Integration
The integration between SAP Real-Time Offer Management and marketing in SAP CRM, allows you to do the following:
Set up your real-time offers on the marketing WebClient UI and publish them to the SAP Real-Time Offer Management engine. After the publishing is
complete, the product offers or messages appear on the Interaction Center WebClient or other customer interaction channel.
Send and retrieve real-time offer information to and from the SAP Real-Time Offer Management engine. SAP CRM marketing and the external SAP Real-
Time Offer Management engine communicate using Web services.
You use the RTOM application toolkit to set up SAP Real-Time Offer Management. For more information about the RTOM application toolkit, see the SAP Real-
Time Offer Management Integration Guide on SAP Service Marketplace at http://service.sap.com/instguides Focused Business Solutions SAP Real-Time
Offer Management .

Prerequisites
To use SAP Real-Time Offer Management, you must activate the business function SAP Real-Time Offer Management (CRM_RTOM_1).

You have made the required settings for SAP Real-Time Offer Management in Customizing for Customer Relationship Management under:
CRM Cross-Application Components Rule Builder Define Rule Policy Types
Marketing Marketing Planning and Campaign Management Basic Data Define Types/Objectives/Tactics
Marketing Marketing Planning and Campaign Management Basic Data Define Priorities for Marketing Projects

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Marketing Marketing Planning and Campaign Management SAP Real-Time Offer Management

Features
The following features are available:

Computed Attributes
You create computed attributes on the WebClient UI.
The following computed attributes of the definition type Function are available:
Average
Maximum
Minimum
Sum
Day Of Month
Month of Year
Day of Week
Year of

Jobs in Cross Client


SAP CRM jobs are designed to enable full authorization for cross client information, so batch administrators see jobs in all clients. Without the authorization
OBJECT 'S_BTCH_ADM' ID 'BTCADMIN' FIELD 'Y', the search result is restricted to the logon client.

RTOM Publish
You publish your new or changed real-time offers using the report CRM_MKT_RTOM_PUBLISH in SAP CRM.

Use this report when you have changed one of the following data types:
Real-time offers
Computed attributes
Condition attributes
You can monitor the publish process on the marketing WebClient UI under Jobs by entering RTOM_PUBLISH. Use this job if the publishing failed or if you want
to view the queue.

Web Services
You have to configure several Web services for SAP Real-Time Offer Management. For more information about the configuration of Web services, see the SAP
Real-Time Offer Management Integration Guide.

Activities
For more information about how to use SAP Real-Time Offer Management, see Using SAP Real-Time Offer Management.
For more information about analytics functions, see Reporting.

1.7.1 Using SAP Real-Time Offer Management

You use SAP Real-Time Offer Management (RTOM) to improve your inbound campaigns to suit your customers' needs better. For inbound campaigns, the
customer has to contact the company and not the other way round. The SAP Real-Time Offer Management engine can learn from customer reactions to real-time
offers and make them more suitable next time around.
To use this process, you must activate the business function SAP Real-Time Offer Management (CRM_RTOM_1).

Prerequisites
You have made the following settings:
You have installed RTOM and have configured it using the RTOM application toolkit. For more information about the RTOM application toolkit, see the SAP
Real-Time Offer Management Integration Guide on SAP Service Marketplace at http://service.sap.com/instguides Focused Business Solutions
SAP Real-Time Offer Management .
You have made the required settings in Customizing for Customer Relationship Management under:
CRM Cross-Application Components Rule Builder Define Rule Policy Types
Marketing Marketing Planning and Campaign Management Basic Data Define Types/Objectives/Tactics
Marketing Marketing Planning and Campaign Management Basic Data Define Priorities for Marketing Projects
Marketing Marketing Planning and Campaign Management SAP Real-Time Offer Management

Process
You perform the following steps when you define real-time offers on the WebClient UI:
1. Log on to the WebClient UI using the MARKETINGPRO business role.

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2. Create a campaign of campaign type Real-Time Offer .
3. In the Description field, enter a name for the real-time offer.
4. Enter the purpose of the real-time offer:
Product Offer : you have to create a product offer. For more information, see Product Assignments.
Message : enter the message in the Display Description field.
5. Enter a display option:
Always Show : the real-time offer will always be presented.
Show by Default : the real-time offer will be presented only if it is suitable for the customer and there are no other offers available.
Show by Priority : choose a priority from the Priority dropdown list and real-time offers with this priority will be presented.
6. In the Display Description field, enter a description for the real-time offer. The description can also be seen and edited in the Notes assignment block.
7. Enter all other required information such as planned start and end date and a channel.
8. Enter one or more business goals for each real-time offer campaign. Later you can search for all campaigns that are assigned to specific business goals
and mass change their priority.
9. When you create the rules for your real-time offers, you are automatically transferred to the rule builder UI. You are automatically transferred back to your
campaign when you have finished defining the rules.
For more information about the rule builder, see Rule Builder.
10. Create a recipient profile.
Every customer that contacts the company and matches the rules that are created in the recipient profile, has a product offer or message offered to them.
11. Add a related outbound campaign to your real-time offer campaign (optional).
You can extend the number of eligible recipients of a real-time offer campaign. In the Related Campaigns assignment block, search for an existing
outbound campaign that has a target group assigned and add the campaign to your real-time offer campaign. The target group of the related campaign will
be used as an additional profile for your real-time offer campaign.

Example
You can use a related campaign in the following cases:
To remind customers that have already received an offer by e-mail (outbound campaign) in case they contact the company. Then the real-time
offer (inbound campaign) can be offered to them.
To make a product offer to customers that have not received offers by e-mail (outbound campaign) for technical reasons but who happen to contact
the company. Then the real-time offer (inbound campaign) can be offered to them.

Result
After a successful publish of new or changed real-time offers, the system displays the product offer or message only if they are valid for a specific customer
session. The Interaction Center agent can read this offer out to the customer on the phone to either tell the customer the message or make a product offer that is
suitable particularly for that customer.

1.8 Campaign Automation

Campaign automation is designed to help you to deal with multichannel, multistep and real-time campaigns, providing direct reactions to customer responses.
Setting up a fully-automated campaign means that employees can access the campaign automation tool directly from the campaign screen, improving planning
and increasing transparency.
Campaign automation allows you to model a campaign, and after the process model is triggered, no further manual intervention is necessary. Response to a
particular step can be immediate. Alternatively, you can set up a batch response, for example, carried out either at periodic intervals or after a certain number of
responses have been collected.
Note that you can use campaign automation to plan and execute campaigns that start with high-volume execution and progress to low-volume execution. For more
information about high-volume campaign execution, see Specifics of High-Volume Campaign Execution. You cannot set up campaigns that start with low-volume
execution and progress to high-volume execution.

Integration
All campaign activities are logged so that they can be used for future planning and analyses with SAP NetWeaver Business Warehouse. Campaign automation
also contains monitoring features, such as the integration of online reporting, so that you can adjust your response to a campaign depending on how it is
progressing.
There is also an integrated survey process, which is available in the Survey Suite, to allow you, for example, to evaluate customer satisfaction with a campaign
and use this to trigger further activities.

Prerequisites
To use this function, you must activate the business function Marketing Productivity (CRM_MKT_PRD).
You have done the following:
Installed Java JRE 1.4 or higher. For more information, see SAP Notes 680051, 697572, 675851, and 828547.
Made settings for automated campaigns in Customizing for Customer Relationship Management by choosing Marketing Marketing Planning and
Campaign Management Campaign Automation .
Created a campaign by choosing Marketing Campaign .

Features

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In the campaign automation process, you can:
Model the campaign process graphically
A simple, graphic interface provides you with a clear overview of the procedures involved in a campaign.
Create campaign elements directly on the campaign automation page or in the Campaign Elements assignment block
Define rules and conditions for the process steps
For example, you can define rules for sending out confirmation e-mails when someone responds to a survey.
Plan individual process steps
For example, you can set up an e-mail to be sent to a specific target group, and then after a certain time period has passed, send a reminder e-mail.
Allow follow-up steps to be triggered based on a customer response using any communication channel, while still providing one face to the customer
Allow leads to be used as response elements, which allows you to do the following:
Send out personalized e-mails to each business partner.
Include surveys in the e-mail.
Create follow-up steps based on the answers to these surveys.
Improve efficiency by using Response Prediction Modeling in SAP NetWeaver BW. In this way, you can pre-evaluate, fine-tune your offer, and channel mix
to maximize profitability while taking constraints into account. For more information about Response Prediction Modeling, see SAP Help Portal under SAP
NetWeaver BI Content Customer Relationship Management CRM Analytics Marketing Analyses Response Prediction Modeling .

Activities
You can navigate to campaign automation by clicking the Campaign Automation pushbutton. Click in the upper area of the page to activate the modeling tool.
Here you can build the campaign model.
If you have created campaign elements, you can do the following:
Use the Worklist to display the elements and move them into the modeling area using drag and drop.
Use the Navigator to move around the modeling area and to view the campaign model at a smaller scale (100%).
If you have not created campaign elements, click New to create elements and then define the Campaign Element Details .

More Information
Modeling Elements in Campaign Automation
Example of a Recurring Campaign
Example of a Multi-Wave Campaign
Event-Triggered Campaigns

1.8.1 Personalization for Campaign Automation

You can use the Personalization page in campaign automation to alter the modeling area settings according to your preferences.

Activities

Modeling Area Settings


You can define:
The width of the modeling area border
The percentage of the page that the modeling area occupies

Grid Settings
You can specify:
If you want more precise control when moving elements in the grid
If the grid in the modeling area is visible or not
The grid width

Counter Settings
Select Show Counter if you want the counter to be displayed in the campaign automation modeling area.
The counter in the left-hand corner displays the number of outbounds, and the counter in the right-hand corner the number of inbounds.
The number of outbounds is always the total number of business partners contacted out of the corresponding campaign element. This figure also
includes unsuccessful attempts (such as bounced e-mails).
The number of inbounds can either be the number of distinct business partners that responded, or the total number of responses, also counting
multiple responses from the same business partner.
You can choose either option by selecting the Counter Type radio button Number of Business Partners or Number of Contacts .
Set Free Space (as percentage of width of campaign element) to determine the horizontal distance between the two counters in relation to the campaign
element. For example, select 100% to place the two figures at either end of the campaign element. The distance between them is the full width of the
campaign element box.
Set Distance (from Campaign Element) to define the vertical distance between the campaign element and the two counter figures (in pixels).

Color Settings
You can select colors to identify the different elements of your campaign model.

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Click the color square of the color table to select a color and then click the type of campaign element that you want to apply it to.
You can also identify campaign element borders with a different color than the fill color.

More Information
Campaign Automation

1.8.1.1 Contact Tracking

Contact history is essential in any customer-centered enterprise. A contact history shows:


All of the contacts that have taken place between a company and business partner, both inbound and outbound
The channel that was used for a specific contact
Contacts, particularly inbound contacts, are used in campaign automation to evaluate, for example, the success of a campaign or to determine how to proceed
within the process.
You can then answer questions such as:
How many business partners have been contacted and have responded to a certain campaign?
Which execution channel was most effective?

Features
Contact tracking takes place in the background in campaign automation if you select the Show Counter indicator on the Personalization page. The total number
of inbound and outbound contacts originating from a specific campaign step can be displayed in the campaign automation modeling area beneath the
corresponding campaign element node.
Contact tracking is triggered twice:
1. During campaign execution when outbound contact is made with a business partner for example, an e-mail, fax or letter is sent out to a customer. If an
attempted contact fails to be carried out successfully, for example, because of an incorrect e-mail address, this is also tracked.
All outbound contacts are tracked using the tables CRMD_IM_ML_HEAD and CRMD_IM_ML_ITEM.
2. When there are inbound responses for a specific campaign step.
Inbound contact information is stored in the table CRMD_MKTCA_CT_IN. There is also the table CRMD_MKTCA_CT_IN for tracking all inbound business
partners.

Note
For survey inbounds, there is an additional table CRMD_MKTRU_SVY. This table links the surveys to the business partners that completed them.

More Information
Marketing Plans and Campaigns
Settings for Campaign Automation
Example of a Multi-Wave Campaign

1.8.2 Workflow in Campaign Automation

Workflow is the technique used to ensure an automatic campaign process that does not require any further manual action once it is executed. The campaign
automation process is a chain of workflows where the next workflow is triggered or scheduled as soon as the preceding one has finished.
SAP provides standard workflows you can assign directly to a campaign element when you are modeling. You can enhance them to meet customer-specific
requirements. They are defined in the SAP Workflow Builder.

Note
The workflows ensure that the campaign proceeds without the need for further manual action. The only exception to this is the workflow WS14000065
Approval by Person Responsible .

Prerequisites
You have made the workflow settings in Customizing for Customer Relationship Management Marketing Marketing Planning and Campaign Management
Campaign Automation:
Maintain Standard Settings for SAP Business Workflow
Implement Workflow Assignment
Implement Workflow Customizing

Features

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Standard Workflows in Campaign Automation

Technical Name Description Explanatory Text Required Parameters:

WS14000060 Start Campaign Process Schedules the next workflow that is None
assigned to the next campaign element in
the process. It cannot be assigned to a
campaign element but is triggered
automatically whenever a campaign is
started.

WS14000061 Send Target Group to Channel Can be assigned to any campaign element Communication Medium, Segment (Target
except those used for direct response Group)
processing.

WS14000062 Create Target Group Can be assigned to any campaign element Segment (Profile)
except those used for direct response
processing. It generates a target group
based on the segment that is assigned to
the campaign element.

WS14000063 Create Target Group and Send to Can be assigned to any campaign element Communication Medium, Segment
Channel except those used for direct response (Profile)
processing. It works in the same way as
Create Target Group but executes the step
right away.

WS14000064 Send E-Mail to Person Responsible Can be assigned to any campaign element Mail Form, Campaign Element
in the process. The only purpose of this Description, Person Responsible or Partner
element is to send an e-mail to the person Function.
responsible for this step. The e-mail content
is not the text in the workflow but the
content of the mail form assigned to the
step.

WS14000065 Approval by Employee Responsible Can be used if you wish to perform a Employee Responsible or Corresponding
milestone approval for a certain step within Partner Function.
a process. A workflow e-mail is sent to the
employee responsible for this step.

WS14000066 Add BP to Target Group Can be used for any campaign element Segment (Target group)
which is used for direct response
processing. It is used to add an account or
prospect that responds in a certain way to a
segment assigned to a campaign element.

WS14000067 Remove BP from Target Group Is a supplement to Add BP to Target Segment (Target group)
Group . It is used to remove an account or
prospect responding in a certain way to the
segment assigned to campaign element.

WS14000068 Start Target Group Optimization Is assigned to the campaign element Segment (Target Group), Optimization
preceding an optimization element. It Node (Successor).
triggers the split of a target group according
to the business constraints defined in the
optimization element and assigns the split
target groups to the campaign elements
succeeding the optimization element.

WS14000069 Transfer Responder to Channel Can be assigned to any campaign element Communication Medium
that follows a decision node. It is used to
directly contact the account or prospect that
responded to the step preceding the
branching node.

WS14000070 Start Follow-up Step Without Execution If you require additional workflow None
functionality to model your campaign
processes, you can use this workflow as a
template. It already contains parameters
and implementation methods that are used
within a campaign process.

Activities
You can start the workflows in campaign automation by doing the following:
Click the Start Process pushbutton in campaign automation to trigger the Start Campaign Process workflow.
This workflow then triggers or schedules the workflow assigned to the first campaign element within the process.
The workflow assigned to the next campaign element is triggered or scheduled.

More Information
Workflow for Approving Marketing Campaigns
SAP Business Workflow in Campaign Automation

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Workflow Builder
Campaign Automation

1.8.3 Modeling Elements in Campaign Automation

The following elements are used to model an automated campaign process.

Modeling Elements

Start Node
The process model begins with a start node. You can start the campaign execution process by selecting this node and clicking Start Process . Once you save
and release the campaign, campaign automation can start. The campaign automation process automatically ends when the last campaign step is executed.

Campaign Element
Any interaction, for example, with a business partner or employee within the automated campaign process, is shown using campaign elements.
You can define the following:
Relationships for these elements to determine the order in which they appear in the process
How responses should be dealt with, for example, if you process every response immediately, then you can assign workflow templates to the campaign
You can create campaign elements in the following ways:
In the Campaign Elements assignment block of a campaign
If you create them in the assignment block, the elements appear in the worklist area when campaign automation is activated. You can then include them in
the campaign process using drag and drop.
Directly in the modeling area

Note
You cannot create campaign elements under other campaign elements.
You can edit campaign element details only before you start the campaign automation process.

Symbols are displayed in the elements to indicate:


If the step is executed for every response
Scheduling information
Assigned target groups or profiles
Products and surveys

Decision Node
You define conditions for starting the subsequent campaign steps using decision nodes and do not allow the process to proceed until a response has been
received.
Each decision node contains a list of rules.
You can decide whether you want to execute the first valid rule or all valid rules.
Each rule has one or more follow-up steps assigned. These are only executed if the rule conditions are met.
You also have the option of copying rules using the Copy button under Rules .
A decision node has one or more entry points and can have any number of exits. Each exit corresponds to a condition.
If an inbound action is a reaction to a previously executed campaign step, the system tests the rules assigned to a decision node and, depending on the
results of these tests, starts the successive processes.

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Optimization Element
Optimization elements are used to optimize the campaign for profitability. You can test different scenarios until you find the best possible return on
investment, taking business constraints into account.
They use the target group assigned to the preceding campaign element as a basis for this optimization.
As a result of the optimization, the original target group is divided and assigned to the subsequent follow-up steps accordingly.

Connector Node
The connector node is used to launch an event-triggered campaign. Campaigns can contain as many connector nodes as are needed to route business
partners that have reached a certain step to the next process.
Connector nodes are used in the process model to visualize the connections between normal and event-triggered campaigns. They indicate the ID of the
event-triggered campaign and the scheduling data needed to determine the launch time for it.
The connector node cannot have a successor campaign step because it is being used to launch a new campaign.

More Information
Campaign Automation
Optimizing Campaigns Using an Optimization Element
Event Triggered Campaigns

1.8.3.1 Rules for Campaign Automation

Rules specify which follow-up steps are to be processed under which conditions. Rules are defined for decision nodes and optimization elements.
Rules are processed in the order that they are assigned. All rules can be processed or once a rule has been evaluated, the evaluation process can stop.
Each rule has a list of conditions and a list of follow-up steps which identify the next process steps.

Prerequisites
You have defined conditions in Customizing for Customer Relationship Management by choosing Marketing Marketing Planning and Campaign
Management Campaign Automation Create User Defined Condition Templates .

Features
Condition Templates
There are predefined condition templates available for editing the conditions in a rule. They are divided up into various categories.
Examples of Condition Templates

Condition Template Category Rule

Segments Business partners meets profile Select profile

Questionnaires Business partner has completed questionnaire Select survey

Times Business partner reacted within Specify time. This can be a number of Hours, Days,
Weeks, Months, Years . This can also be a relative date, for example, you can say within
two days of the start of the campaign.

Campaign Elements At least Enter number participants were contacted in campaign element Select ID for
campaign element

Various Business partner responded using transaction type Select transaction type

Activities
In campaign automation, double-click a decision node or an optimization element to maintain the rule details in the lower part of the screen.

More Information
Campaign Automation

1.8.3.2 Actions for Campaign Automation

An action is a planned follow-up activity or task that is designed for reacting to a situation encountered in a business process. Actions can be scheduled, started
(manually or automatically), and monitored.
In campaign automation, examples of actions are:
Responding to a marketing campaign
Planning and executing additional campaign steps

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Prerequisites
You have defined actions in Customizing for Customer Relationship Management (CRM) by choosing Marketing Marketing and Campaign
Management Campaign Automation Actions for Campaign Automation .
You have assigned actions to an action profile in Customizing for CRM by choosing Basic Functions Actions Actions in Marketing Planning
Define Action Profiles and Actions .
You have assigned the action profiles to the business transaction types in Customizing for CRM by choosing Basic Functions Action in Transaction
Assign Action Profile to the Business Transaction Type .

Features
Actions are triggered when there is:
An inbound contact or lead object
A customer response is defined as an inbound contact with the object category Business activity . If a preceding campaign element is assigned to
this business activity, then rule evaluation starts and additional subsequent steps are scheduled.

Note
The transaction type used for recording inbound contacts must have an action profile assigned to it. This action profile must be an action profile
that is delivered for campaign automation.

You can also use a lead object with origin Campaign Response as a customer response. To do this, you need to make sure that the corresponding
action profile is assigned to the transaction type.
A campaign reference. This action then triggers the method for inbound processing.
This method checks the campaign process and calls up the next step in the process, it then checks the rules for the next step by going to the decision
node and checking these rules.

More Information
Rules for Campaign Automation
Campaign Automation

1.8.3.3 Copying in Campaign Automation

You can use this function in campaign automation to copy:


A complete process model using Copy and Paste
Selected elements
You copy selected elements directly in the modeling area. You select the elements you want to copy, and then click the secondary mouse button and select
Copy Selected Elements .

Note
The only element that you cannot copy is the Start Node , as you can only have one in each process model.

Features
The following applies when you copy rules between decision nodes and optimization elements:

If you copy Result

A decision node that contains rules The rules are copied to the new decision node. Any references to campaign elements are
also copied in the new decision node. Follow-Up Steps are not copied when no
elements are copied.

A decision node and one or more campaign elements Any rules and follow-up steps in the decision node that refer to the elements being copied
automatically apply to the new elements created with the copy.

An optimization element that contains rules The rules are copied to the new optimization element. Any references to campaign
elements are also copied in the new optimization element. Restricted to values are not
copied when no elements are copied.

An optimization element and one or more campaign elements Any rules and Restricted to values in the optimization element that refer to the
elements being copied automatically apply to the new elements created with the copy.

More Information
Rules for Campaign Automation
Modeling Elements in Campaign Automation
Campaign Automation

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1.8.3.4 Optimizing Campaigns Using an Optimization Element

Using an Optimization Element allows you to improve the efficiency of your direct marketing campaigns.
Using response models, it suggests how to best address the individual customers of a given target group to maximize profitability. It predicts relevant success
key figures, such as response rates, costs, profits, and marketing return on investment.
It also helps you fine-tune your target groups by taking into account multiple channels and offers simultaneously. With the help of this, you can:
Maximize the profitability of your marketing campaigns
Optimize campaigns and find the best target, offer, and channel combination
Introduce constraints in the optimization process
Use simulations to experiment with various types of campaigns
Incorporate the information into a campaign
In Campaign Automation, you can use an optimization element to divide up the initial target group for the different alternatives to maximize the anticipated success
of the campaign.

Recommendation
Even if only one single campaign element is intended to be executed, you can use the optimization element to tailor the target group appropriately.

Prerequisites

Technical Prerequisites
A connection between SAP CRM and SAP Business Information Warehouse (SAP NetWeaver BI) must be set up . You set up this connection in Customizing for
Customer Relationship Management by choosing Marketing Marketing Planning and Campaign Management System Landscape.

Business Prerequisites
You need to be in a position to make informed assumptions about the response probability for a campaign based on the different alternatives. You can do this by
using:
The default response rate for each alternative, which is the average rate that you can enter based on your experience.
A response prediction model in combination with a default response rate.
In SAP NetWeaver BI, you define the response prediction models that you specify for the parameters. For more information, see the SAP Library for SAP
NetWeaver under SAP Business Information Warehouse BI Content Customer Relationship Management CRM Analytics Marketing Analyses
Response Prediction Modelling .
It is ideal when response prediction models in SAP NetWeaver BI are available for the different alternatives that make predictions specific to the business
partners. An example of this is the SAP RFM Analysis.
Assumptions should also be available concerning the average value of a response and the contact costs for the different alternatives. You use this data in the
settings for the optimization element.

Process
1. The system makes a proposal concerning which business partner from the initial target group should be addressed with which alternative, or who should
definitely not be addressed because the response probability is too low for it to have a positive influence on campaign success.
This proposal is optimized from the profit perspective or regarding the number of responses. At the same time, any restrictions you specified are taken into
account in the proposal, such as budget limitations, channel capacities or upper limits for the number contacted, or offer availability. The system also
considers restrictions that you formulated for cases where specific business partners cannot or should not be addressed with all alternatives.

Note
The procedure for determining the proposal is based on an heuristic method that generally determines a very good proposal or, when used in specific
domains, mostly determines the best possible proposal. No use is made here of "exact" procedures because they involve considerably more effort,
even if they guarantee finding the best possible proposal.

2. Detailed key figures are determined using the anticipated success of the campaign and its costs.

Result
For a simulation, the system only saves the key figures in aggregated form. When another simulation is performed, the data is overwritten.
When the campaign is executed, the system automatically applies the proposal to create target groups for the subsequent campaign elements, and
transfers them to the corresponding channels for execution. The detailed key figures are saved in SAP NetWeaver BI, from where they can be analyzed
when required.

More Information
Campaign Optimization and SAP NetWeaver BI
Campaign Automation

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Campaign Optimization using RFM Analysis
Settings for the Optimization Element

1.8.3.4.1 Settings for the Optimization Element

In campaign automation, you can use an element with type Optimization Element in the modeling area. You go to the Optimization Details to define the settings.

Integration
You assign exactly one campaign element to an optimization element as a predecessor and any desired number of campaign elements as direct successors.
The predecessor campaign element serves as the preparation element for the optimization. You assign the initial target group(s) that is to be distributed to the
subsequent elements during the optimization. The task of the predecessor campaign element is also to determine when the optimization is to be started in an
update run.
The campaign elements following the optimization element represent the various alternatives with which business partners from the target group of the
predecessor element can be contacted.

Features
You can make the following settings in the Optimization Details for an optimization element:

General Data
You can specify the Target Function of the optimization element: You can choose between:
Maximize Net Value
Represents the anticipated profit that a campaign can yield. The prerequisite for using this option is that some cost and revenue key figures are known.
Maximize Response
If no cost and revenue assumptions are known, you select this option. In this case, however, no predictions are made regarding anticipated profit or costs.
Budget restrictions cannot be taken into account.

Parameters
In Parameters , you enter for each campaign element the key figures that are to be taken as the basis for the optimization.

Conditions
You can enter conditions that should be applied during the optimization. These conditions relate to the predicted key figures for which you can enter an upper or
lower limit. You can apply the conditions either to all alternatives as a single block or to a group of individual alternatives.

Example
You can specify budget restrictions as upper limits for the cost key figures, capacity limitations as upper limits for the number of contacts, and product
availability restrictions as upper limits for the number of responses.

You can formulate any number of conditions to be applied simultaneously by the system.

Assignment Conditions
In some cases, it may not be desirable or possible to address each business partner from the initial target group using each of the alternatives available. For
such cases, you can define assignment conditions, for example for business partners that are only to be addressed by specific campaign elements. You do this
using the Rule Editor.

Simulation
In this screen, you can start the optimization from the planning phase of the campaign. The system divides up the business partners and makes predictions on
the basis of the settings valid at that moment and using the current status of any response prediction models used. This allows you to see what effects the
campaign could potentially have when different assumptions and restrictions are applied.
When you perform the campaign simulation, the system first reads the data for the initial target group and applies any assignment conditions specified. A program
is then run in the background in a connected SAP NetWeaver BI system. While this program is running, you can continue in SAP CRM. Choosing Refresh
Simulation Display allows you to see how far the division of business partners has progressed.
Once the run has ended successfully, a table appears with the prediction values for the individual campaign elements.
If no valid solution was found, refer to the detailed log. This can be the case, for example, if you have entered conditions that cannot be fulfilled or that are
contradictory.
The system does not create any target groups during the simulation.

Results
When you have performed the optimization element as part of a campaign, you now see the key figures determined for this point in time. In addition, the system
has created for each successor element a target group containing the relevant business partners.

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More Information
Optimizing Campaigns Using an Optimization Element
Parameters
Connection Between Parameters and Prediction Results

1.8.3.4.1.1 Optimization Element Parameters

On the basis of the values entered for the parameters of the optimization element, the system determines the prediction.

Features
The optimization element has the following parameters:

Response Prediction Model


Where available, you specify a response prediction model for each campaign element from SAP NetWeaver Business Intelligence (SAP NetWeaver BI). The
models enable the response probability to be predicted for each individual business partner.
The use of response prediction models is optional, but can increase the success of the optimization considerably.
If you do not use any response prediction models, the individual attributes of the business partner are not considered when the business partners are assigned to
the campaign elements. The optimization then determines the best possible solution for the conditions specified. However, the individual business partners for the
different alternatives are consequently selected randomly.

Default Response Rate


The default response rate is an assumption of the average response rate that is typically achieved with a comparable campaign element. The system applies the
default response rate in the case of business partners for which no individual prediction is possible with the response rate model.

Value per Response


The value per response represents the average value of a response for the campaign element. This is typically the average gross profit or sales that you expect
to make per response. Costs generated by the campaign such as contact costs or campaign-specific discounts are not usually considered at this point.
Alternatively, you can specify imaginary value approaches, such as the average prospective sales revenue expected to be obtained from each customer
acquired in a customer win-back campaign.

Costs per Contact


These are the costs of contacting a customer during a campaign step (represented by a campaign element). These costs are independent of whether or not the
customer responds.

Costs per Response


If a customer responds to the campaign, that response may generate additional costs that then need to be deducted from the value per response (for example,
campaign-specific discounts for which there are budget limitations).
If these costs are not to be extrapolated separately or if there are no budget restrictions affecting these costs, you can incorporate them directly in the Value per
Response field by simply subtracting them from the value found in this field.

Note
If the optimization is only to affect the number of responses, you do not need to apply any cost and value key figures. In that case, the system can only apply
the conditions to the number of customers contacted and the number of responses.

The currency taken by the system for these values is the currency assigned to the predecessor element of the optimization element. If no currency is specified
there, the system applies the currency used for the campaign.

More Information
Connection Between Parameters and Prediction Results
Campaign Optimization and SAP NetWeaver BI

1.8.3.4.2 Connection Between Parameters and Prediction Results

The following tables show the connection between the key figures entered for the parameters and the key figures predicted in the simulation screen or the results
screen.
You make manual entries in the cells containing xx.
The optimization algorithm determines the cells filled with yy.
The remaining cells contain the formula that is used to arrive at the cell content.

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Note
The response rate models and default response rates that can also be entered in the parameter screen are not listed here. They are used for the calculation in
the yy cells.

Parameters

Campaign Element Value per Response Costs per Contact Costs per Response

CE1 xx xx xx

Results

Campaign Element Number of Contacts Number of Responses Response Rate Gross Value

CE1 yy yy Number of Responses / Number Number of Responses * Value per


of Contacts * 100 Response

Contact Costs Response Costs Total Costs Net Value ROI

Number of Contacts * Costs per Number of Responses * Costs per Contact Costs + Response Costs Gross Value Total Costs Net Value / Total Costs * 100
Contact Response

Additional information on some of the key figures in the result:


The number of contacts represents the size of the target group proposed for the respective alternative.
The number of responses is expressed to one decimal place, even though there is no such thing as a tenth of a response. In actual fact, this figure is
derived from the cumulated individual response probabilities for the individual business partners in the corresponding target group. The system calculates
these probabilities to several decimal places.
The response rate gives the percentage of business partners that are likely to respond.
The gross value is the expected cumulated value of the responses, without the total costs (the contact and response costs) being taken into account.
The net value is calculated by subtracting the total costs from the expected gross value.
The ROI column displays the return on marketing investment, that is, the percentage ratio between the expected gross value and the expected total costs.

More Information
Parameters
Campaign Optimization and SAP NetWeaver BI

1.8.3.4.3 Campaign Optimization and SAP NetWeaver BI

SAP NetWeaver Business Intelligence (SAP NetWeaver BI) is used for campaign optimization and to create response predictions models. During campaign
execution, the system also saves the predictions produced by the optimization in a DataStore object. If required, you can use queries to analyze these predictions.
No data is saved in the DataStore object when the simulation is being performed.

Features

DataStore Object Direct Marketing Optimization


When you execute the optimization for a campaign, the system saves in the DataStore object Direct Marketing Optimization (0CRM_ODMO) the detailed
assessments for each individual business partner. Decision-making regarding optimization then uses this data as its basis.
If you would like to analyze the data, you define a query in the InfoSet Direct Marketing Optimization (0CRM_IS01). Select the attribute CRM Optimization
Marketing Element (0CRM_MKTSLM), which contains the predecessor campaign element for the optimization element. You can then drill down using the
campaign element that the business partners were assigned to (0CRM_MKTELM) or using the business partner (0BPARTNER).
The DataStore object contains the predicted key figures. You can use appropriate formulas to calculate all other key figures (see Connection Between Parameters
and Prediction Results).

Response Prediction Modeling


In SAP NetWeaver BI you define the response prediction models that you specify for the parameters. For more information, see the SAP Library under SAP
NetWeaver BI Content Customer Relationship Management CRM Analytics Marketing Analyses Response Prediction Modeling .
You can choose from the released response prediction models in SAP CRM.
If you use response prediction models, you have to update them regularly because they are time-specific. For example, in recency, frequency, monetary value
(RFM) analysis you need to perform RFM segmentation regularly on the customer master to ensure that the predictions remain as precise as possible in the
planning phase as well as in the execution phase. Predictions performed using outdated data do not provide meaningful results.
You should also regularly check the effectiveness of the models.
Update the models by adding new insights.
In the case of RFM models, you need to compare the models regularly against the response rates that were actually measured.
Recalculate the RFM response rate models with current data.

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More Information
Optimizing Campaigns Using an Optimization Element
Settings for the Optimization Element
Campaign Optimization Using RFM Analysis

1.8.3.4.4 Campaign Optimization Using RFM Analysis

You can use this process in database marketing to predict response rates and optimize your campaigns. It can help you use historical data about customer
behavior and similar campaigns to identify the optimum target group for your current campaign. Recency, frequency, monetary value (RFM) analysis improves
the profitability of campaigns and optimizes the Return on Investment (ROI).
A RFM analysis uses the following parameters to predict the probability of a response to a campaign. These three values are applied to divide customers into
segments.
How long ago a customer made a purchase (Recency (R))
R is the factor having most influence on the predicted response probability
How often a customer makes a purchase (Frequency (F))
F is less influential
How much a customer spends on a purchase (Monetary Value (M))
M value is assumed to have least influence on response rates
Along with sales orders, you can also draw on other behavioral criteria, such as calls received or inquiries made by email. The system also allows several
approaches to be used in parallel as RFM segmentation models.
In segmentation, the system assigns each customer to a specific RFM Segment.

Note
To establish the appropriateness of this procedure to your field of business, use the options proposed by SAP. For information about these options, see the
SAP Library for SAP NetWeaver Release "04 Information Integration SAP Business Information Warehouse BI Content Customer
Relationship Management CRM Analytics Marketing Analyses Response Prediction Modeling Campaign Optimization using RFM Analysis
Checking the RFM Analysis .

Prerequisites
RFM analysis can only be applied to customers for whom you have behavioral data. For the definition of target groups, however, it is common practice to also use
customer addresses taken from external providers, even though there is no behavioral data for these customers. Only those customers in the target group with
such data are considered during valuation and optimization.
If you would like to use the RFM analysis functions provided by SAP, you need the following software components in mySAP.com:
SAP Customer Relationship Management (SAP CRM) with Release 3.0 and higher.
In SAP CRM, RFM analysis is integrated into segmentation and allows you to predict the response rate and to simulate profitability and ROI with the
different target groups you have determined.
SAP Business Information Warehouse (SAP NetWeaver BI) with Release 2.1C (Support Package 8) and higher.
In SAP NetWeaver BI, the options for determining the RFM segmentation and the RFM response rates are combined in a single transaction for RFM
modeling.

Process
The following steps provide a general overview of the process flow for an RFM analysis:
1. Create a representative campaign.
2. Determine the segmentation of the customer base for the time when the campaign is to be launched.
For more detailed information, see the SAP Library for SAP NetWeaver Sap NetWeaver 2004 Information Integration SAP Business Information
Warehouse BI Content Customer Relationship Management CRM Analytics Marketing Analyses Response Prediction Modeling
Campaign Optimization using RFM Analysis Segmentation .
3. When the campaign has been executed, calculate the response rate for each RFM segment.
For more information, see the SAP Library for SAP NetWeaver Sap NetWeaver 2004 Information Integration SAP Business Information
Warehouse BI Content Customer Relationship Management CRM Analytics Marketing Analyses Response Prediction Modeling
Campaign Optimization using RFM Analysis Response Rate Calculation .
4. Determine the updated segmentation of the customer base (see the section Segmentation).
This provides you with the information about which customer currently belongs to which RFM segment and what the response rate is for that RFM segment.
5. Transfer the probability of a response from a customer to SAP CRM (see the section Response Rate Calculation ).
6. Use simulation to optimize the target group for a campaign.

More Information
Marketing Projects Management
Example: Using RFM Analysis in Segmentation

1.8.4 Example of a Multi-Wave Campaign

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Multi-wave campaigns contain periodical steps and take the customer's response into account. A typical multi-wave campaign could look as follows:

Example
You want to send out an e-mail invitation for a trade fair to all customers that attended a trade fair last year. It contains a link to a questionnaire asking whether or not
the customer will attend. If the customer replies to say that he will attend, he receives a thank you e-mail as confirmation. A target group is created with all
customers that reply to say that they will not attend. Two weeks after the first e-mail has been sent, a call list is generated for these customers and they will be
contacted to ask why they do not wish to attend.

Process
1. Overall Marketing Planning
1. First you create your automated campaign and approve it so that it runs automatically.
2. Then you calculate the costs or amount you want to budget for your campaign using key figure planning.
2. Prepare Collaterals
In this example, you would need to prepare the following:
1. A target group for all customers that attended last year in Marketing Segments
2. A survey for responses, for example, Would you like to attend our trade fair? Yes/No. You create a survey in the transaction
CRM_SURVEY_SUITE, and then generate a link to it by selecting Generate URL . The assigned survey is then displayed in the campaign element
on the campaign automation screen.
3. An invitation e-mail with a link to this survey. You can define this mail in Marketing Mail Forms .
4. A confirmation e-mail
5. Scripts to be used in the call lists for the customers that are not attending
3. Define Process Steps
In your campaign, navigate to campaign automation to start process modeling. Process steps could be:
1. Send an e-mail to a specific target group (Workflow: Send Target Group to Channel).
2. Send a confirmation mail to responders.
3. Generate a call list with all target group members that did not respond.
4. Define Processing Rules and Conditions
Define the rules and conditions that have to be taken into account when executing the campaign process. You define two rules for this scenario:
1. The first rule would contain the condition: In the survey Trade Show Invitation, the business partners answered the question Would you like to attend?
with Yes and the follow-up step Send confirmation mail.
2. The second rule would contain the condition: In the survey Trade Show Invitation, the business partners answered the question Would you like to
attend? with No and the follow-up step Collect for call list.
5. Simulate and Optimize
In this step you can optimize the marketing channels for profitability, taking into consideration business constraints.
6. Start or Schedule Campaign Process
Once the start node is executed or scheduled, the complete process runs without further manual intervention.
7. Monitor and Analyze
At any time you can monitor how many customers or prospects have passed a certain process step, and how they have responded. You can see this
information in the process modeling area, if the counter settings have been made on the Personalization page.

More Information
Mail Forms
Interactive Scripting
Modeling Elements in Campaign Automation
Planning Objects in Key Figure Planning
Rules for Campaign Automation

1.8.5 Example of a Recurring Campaign

A recurring campaign is a campaign that runs at regular intervals. It is automated to run itself so that you do not have to create new campaigns all the time. These
campaigns can be repeated as necessary and do not need to have an end date. The end date for a recurring campaign is determined from the start date and is
based on the number of periods for this campaign.

Example
A newsletter is sent out to a specific distribution list once a month. All of the people that have subscribed to a newsletter belong to target group. Every time the
next period for this campaign is due, the target group is selected automatically by campaign automation. This target group then receives the monthly newsletter
through the campaign communication channel.

Process
1. Create a campaign in Marketing Campaigns .
2. Click the Campaign Automation pushbutton.
3. Select the Periodic Campaign indicator in the campaign details.
4. Select the Period Type .
5. Indicate how many periods you want to run the campaign for.
6. Indicate how often you want to run the campaign.
7. Save the campaign.

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More Information
Campaign Automation
Example of a Multi-Wave Campaign
Example of an Event-Triggered Campaign
Modeling Elements in Campaign Automation

1.8.6 Event-Triggered Campaigns

An event-triggered campaign is a campaign that is launched automatically either from a connector node in the process model, or externally, for example, from a
business workflow.

Features
Connector Nodes:
Are used in the process model to visualize the connections between normal and event-triggered campaigns
Indicate the ID of the event-triggered campaign and the scheduling data needed to determine the launch time for it
Cannot have a successor campaign step because the connector node is used to launch a new event-triggered campaign

Note
In event-triggered campaigns, unlike in normal campaigns, a decision node can be an acceptable successor to the start node because a business
partner can be dispatched to the campaign upon launch. Then this business partner can be processed by the decision node.

Relative Date Scheduling


You can set up relative dates for scheduling campaigns or campaign elements. These can be specified in the connector node details in campaign automation. For
example, you can specify that an event-triggered campaign starts two weeks after all business partners have responded to a campaign.

Activities
To identify an event-triggered campaign, select the indicator Event-Triggered Campaign under General Data in the Campaign Details page when using
campaign automation. The system marks event-triggered campaigns with an arrow symbol on the start node in the campaign automation modeling area.
You can only reset the event-triggered campaign indicator for campaigns that have not yet been released. You cannot delete an event-triggered campaign if it is
linked to another campaign.

More Information
Example of an Event-Triggered Campaign
Modeling Elements in Campaign Automation
Workflow in Campaign Automation
Campaign Automation

1.8.6.1 Example of an Event-Triggered Campaign

The following example explains how to use and create an event triggered campaign to deal with responses to a survey.

Example
Your company sends out several newsletters by e-mail that contain a link to a survey where the customer can make complaints. These complaints all need to be
handled centrally so that they are dealt with consistently. To do this, you launch an event-triggered campaign from the newsletter campaign whenever there is a
complaint.

Prerequisites
You have created:
An automated campaign for sending out newsletters
This campaign should contain a profile All members . You have also created a mail form to be sent out periodically to these members, containing a link to
the survey where they can enter their complaints.
A second automated campaign
For example, a birthday campaign to send a birthday mail to everyone whose birthday falls on a certain date. In this case, you have created a profile for this
campaign containing all those whose birthday is on a certain day. You also need a mail form Birthday Wishes , also including a link to the survey for
complaints.
Your event-triggered campaign
You need a mail form More details with a link to the survey for complaints.

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Process
In the first two campaigns:
1. In the campaign start node details, indicate that it is a periodic campaign of type monthly, with 12 periods and an optional start date.
2. In the campaign element details:
1. Select the workflow Create Target Group and Channel Transfer .
2. Select e-mail as the communication medium and assign the relevant form for e-mail with a link to the survey.
3. Enter a profile in Segments that contains the selection criteria for members.
4. The start date is optional.
3. In the decision node details, create the rule In the survey <survey> , business partner answered <question> with <answer> . The question would be Any
complaints? and the answer yes with a follow-up step to handle complaints.
4. In the details for the connector node, assign an event-triggered campaign with an optional start date and delay. This is the time you wish to delay between a
response and the triggering of your follow-up to that response.
In the event-triggered campaign:
1. In the details for the campaign start node, make the setting for an event-triggered campaign.
2. In the details for the decision node, create three rules:
1. Business partner meets profile <Profile-A>
Follow-up step: Generate Planned Call for Interaction Center Agent
In this case, the customer has complained but did not give any details so someone needs to phone and find out what the problem is.
2. Business partner meets profile <Profile-B> and in the survey answered the question <Product or Service Complaint> with <Service>
Follow-up step: Service Complaint Processing
In this case, the customer specified the nature of the problem and it can therefore be passed on to the relevant area.
3. Business partner meets profile <Profile-B> and in the survey answered the question <Product or Service Complaint> with <Product>
Follow-up step: Product Complaint Processing
Again, the problem can be passed on to the relevant area.
3. Create a campaign element for each rule.
4. In the details for the first campaign element, select the workflow Send Responder to Channel and that this should start for each responder.
5. In the Channel details, enter IC and assign a relevant script. There should be no start date, as the response should be immediate.
6. In the remaining two campaign elements, select the workflow Send Responder to Channel and that this should start for each responder.
7. In the Channel details:
1. Enter e-mail as the communication medium.
2. Include a form for e-mail and an e-mail address.
3. Do not enter a start date as the response should be immediate.

More Information
Event Triggered Campaigns
Campaign Automation
Mail Forms
Target Groups

1.8.7 Campaign Automation in the Different Channels

Campaign automation allows you to integrate the following business scenarios into the modeling of an automated marketing campaign:
Interaction Center
Survey
Internet Sales; Business-to-Consumer or Business-to-Business
For more information about the prerequisites for using campaign automation in each of these scenarios, see Customizing for Customer Relationship Management
by choosing Marketing Marketing Planning and Campaign Management Campaign Automation Campaign Automation in the Different Channels.
See also:
Campaign Automation
Actions for Campaign Automation

1.9 Personalized Mail

You use personalized mail to send tailored marketing information to target groups or to lists of marketing prospects. The system tailors the information based on the
mail form that you define, and the current master data for the business partners in the specified target groups, or the data for your marketing prospects.

Integration
You send personalized mail from a campaign. You use target groups or external lists in the campaign to determine who receives the personalized mail.
To track the outbound personalized mail, you use marketing contact lists or mail monitoring.

Prerequisites

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You have maintained the settings for personalized mail in Customizing for Customer Relationship Management (CRM), by choosing Marketing Marketing
Planning and Campaign Management Personalized Mail .
You have configured the interface for external communication. For more information, see SAPconnect (BC-SRV-COM).

More Information
Mail Forms
Target Groups
Campaign
Marketing Contact Lists
Mail Monitoring

1.9.1 Mail Forms

You use mail forms to create personalized mail.


In a mail form, you define the layout and content of the personalized mail. You can insert static content that is the same for all recipients, or you can specify the
insertion of personalized content. The system inserts the personalized content when you send the personalized mail.
You can use a mail form to send the following:
Internet mail
Plain text or HTML. Mail forms with the usage type Internet Mail (HTML) use the MIME content type multiple/alternative. This enables you to send
personalized mail with text elements in both HTML and plain text. When the recipient opens the personalized mail, the HTML content is displayed, unless
their e-mail client accepts plain text only, in which case, the plain-text content is displayed.
Fax
Plain text or HTML. Note that the output also depends on the type of server you use to send the fax.
Short message service (SMS)
You also use mail forms to create lists of business partners (from specified target groups) and their attribute values at the time that the list is created. For more
information, see File Export.
To use this function, you must activate the business function Marketing Productivity (CRM_MKT_PRD).

Integration
In mail forms, you use attributes to create the personalized content.

Features

Simple Creation and Editing


A mail form consists of the following:
General data
When you create a mail form, you must specify an ID for the mail form. You cannot change this ID once you have saved the mail form.
You enter the subject of the personalized mail in the general data.
Any number of text elements
The text elements can contain text, hyperlinks, and graphics. To enter text and formatting in your text elements, you use the integrated editor. You can
choose between an HTML source code view and a what you see is what you get (WYSIWYG) view. If you choose the WYSIWYG view, the HTML source
code is generated automatically.
Attachments
You can attach files to your mail form.

Personalization
You use attributes to specify the insertion of personalized content in the mail form.
You use conditions to specify the use of a personalized structure of the mail form.
Mail forms support multiple code pages when sending personalized mail. Multiple code pages support different character sets, and different e-mail clients and
Web-based e-mail services.

Language versions
You can specify the original language of the mail form. This does not have to be the same as your logon language. Note that you cannot change the original
language after you have set it. You can also create versions of the mail form in different languages. For more information, see Translation.

Response Tracking
You use response tracking to help you understand the effectiveness of your personalized mail.

Test Send & Preview


Before you send personalized mail as part of a campaign, you can test it by sending it to yourself or another person.

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1.9.2 Specifics for High-Volume Personalized Mail

You can use mail forms to contact high volumes of business partners or marketing prospects.
For high-volume personalized mail, you can create mail forms with the usage Internet Mail (High Volume) or File Export (High Volume) .
These mail forms have a special set of features that are designed to reduce the load on your system. The following specifics apply:
You cannot insert attachments or personalized response codes.
You can use one text element only, and you cannot use conditions.
You cannot create additional attribute contexts; you must use the attribute context HV .
This attribute context contains the attribute categories Business Partner , Campaign , and Marketing Prospect .
Mail forms support XML output formats.

Integration
You use these features as part of high-volume campaign execution. For more information, see Specifics of High-Volume Campaign Execution.

1.9.3 Attributes in Mail Forms

Attributes enable you to specify the insertion of personalized content in your mail forms.
You use attributes to do the following:
In mail forms of usage Internet Mail , Fax , or SMS , specify the insertion of personalized details
The system inserts the current values for these attributes when you send the personalized mail. In this way you can insert variable, personalized text, such
as marketing attributes or master data.
You can insert attributes in text elements, hyperlinks, and the subject line of your mail form. In text elements, attributes have the same formatting as the
adjacent characters. Note: To use different formatting for an attribute, remove the attribute, change the adjacent formatting if necessary, and then reinsert the
attribute.
In mail forms of usage File Export , create lists of business partners with corresponding attribute values
You get a list of the business partners that are in the target group, as well as the values of the attributes that you specified in the mail form. When you create
the file for specified target groups, the system inserts the current values for the attributes that you have selected.
You also use attributes to create conditions in mail forms.

Prerequisites
If you want to use additional attributes in the attribute categories, you have defined these additional attributes in Customizing for Customer Relationship
Management (CRM), by choosing Marketing Marketing Planning and Campaign Management Campaign Execution Business Add-Ins BAdI:
Maintain Additional Attributes for Mail Form Attribute Contexts .
If you want to use additional company-specific attributes, or restrict the selection of attributes in your mail forms, you have defined attribute contexts in Customizing
for CRM, by choosing Marketing Marketing Planning and Campaign Management Personalized Mail Maintain Attribute Contexts for Mail Forms .

Features

Attribute Categories
An attribute category is a collection of attributes with a common theme. This makes it easier to find the attribute that you want.
We deliver the following attribute categories:
Business Partner
Marketing Attributes
Campaigns
System Attributes
Additional Fields
You can define additional attributes in Customizing. These attributes are available in this attribute category.

Attribute Contexts
Attribute contexts determine which attributes are available for selection in mail forms.
We deliver a standard attribute context that is selected by default when you create a mail form. Additionally, you can define your own attribute contexts. By doing
this, you can either restrict the available attributes or add your own. In your mail form, you can select one of these attribute contexts instead of the default one.

Activities
When you insert an attribute in a mail form, and send the personalized mail, the system replaces the attribute with the appropriate attribute value.

1.9.4 Conditions in Mail Forms

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In mail forms, you use conditions to control which text elements and attachments are sent to which business partners in the specified target group. Conditions are
based on attributes.

Features
You can create one or more conditions for each of your text elements or attachments. When combining conditions, you can use a logical AND or OR.
To create a condition, you select the following:
An attribute
An attribute value
A relational operator
For example, Equal to , Not equal to , or Less than
When you send the personalized mail, the system uses the attribute values of the business partners and the conditions in the mail form to control whom is sent
particular text elements and attachments.

Example
You are planning a personalized-mail campaign in Spain. In addition, you are planning a small promotional event in Madrid. You have created a flyer for this
event, and have saved it as an attachment in the mail form. You want to send personalized mail to all business partners in the target group, and additionally
the attachment to those in Madrid.
To do this, you create a condition for the attachment. In the condition, you select the attribute Address: City . You specify the attribute value Madrid , and the
relational operator Equal to .
The attachment is sent to the business partners who live in Madrid, but not to the other business partners who receive the personalized mail.

1.9.5 Hyperlinks in Mail Forms

In mail forms, you can insert hyperlinks to any uniform resource locator (URL).
Alternatively, you can insert a subscription link to a newsletter. For more information about subscription links, see Newsletter Management.

Prerequisites
If you want to use URL categories when you insert hyperlinks, you have defined the URL categories in Customizing for CRM, by choosing Marketing
Marketing Planning and Campaign Management Personalized Mail Define Categories for URLs .

Features
When you insert a hyperlink, you can use the following features:
Description
You use a description if you want display another text instead of the URL for the hyperlink.

Note
Descriptions are not displayed in a plain-text personalized mail; instead the URL is displayed.

Response tracking
You can record whether business partners click the hyperlinks in your personalized mail. For more information, see Response Tracking with Hyperlinks.
URL category
You use a URL category if you are using response tracking. URL categories enable you to generate reports on visits to categories of hyperlinks as well as to
individual hyperlinks.
Personalization of hyperlinks
You can use attributes in URLs so that different business partners get different hyperlinks. When you send the personalized mail, the system generates the
URL according to the attribute values of the business partners.
This is useful if, for example, you want to use a different server as the target for the hyperlinks; the hyperlinks supply the server with information about the
business partner.

Example
You want to insert a hyperlink that includes the attributes Person: First Name , Person: Last Name and Address: City .
In a text element, you insert the following hyperlink: http://www.sap.com?firstname=%SAP_BAPIBUS1006_CENTRAL_PERSON-
FIRSTNAME&lastname;=%SAP_BAPIBUS1006_CENTRAL_PERSON-LASTNAME&city;=%SAP_BAPIBUS1006_ADDRESS-CITY.
Rodney Rodriguez receives personalized mail that contains the following hyperlink: http://www.sap.com?
firstname=Rodney&lastname=Rodriguez&city=London.

Note
Each URL can have a maximum length of 1024 characters.

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More Information
Attributes in Mail Forms
Multiple-Link Tracking

1.9.6 Response Tracking

You use response tracking to monitor how recipients react to your personalized mail. This can help you to understand the effectiveness of your personalized-mail
campaign.
You can use one of the following functions to track response:
Response IDs
Personalized Response Codes
Response Tracking with Hyperlinks

1.9.6.1 Response IDs

A response ID contains outbound tracking information, including the business partner, mail form, and campaign. Response IDs are GUIDs.
Response IDs are not visible in personalized mail. For this reason, response IDs are normally only useful when you are sending Internet mail.
If a business partner responds to personalized mail, the system reads the response ID of this inbound mail.
You can insert response IDs in text elements.

Activities
You insert a response ID in your mail form. The system generates the GUID when you send the personalized mail.

1.9.6.2 Personalized Response Codes

A personalized response code (PRC) contains outbound tracking information, including the business partner, mail form, and campaign. PRCs are IDs with 10
characters.
PRCs are visible in personalized mail. For this reason, PRCs are useful when you are sending fax or SMS, or when using file export.
Business partners can quote the PRC when responding for example, by telephone to the personalized mail.
You can insert PRCs in text elements and in the subject of the mail form.

Prerequisites
In Customizing for Customer Relationship Management (CRM), you have done the following:
Defined the number range interval for PRCs, by choosing Marketing Marketing Planning and Campaign Management Campaign Execution
Define Number Range Interval for PRC .
Defined how numbers from the number range interval are converted into PRCs, by choosing Marketing Marketing Planning and Campaign
Management Campaign Execution Business Add-Ins BAdI: Convert PRC to Alphanumeric Form .

Activities
You insert a PRC in your mail form. The system generates the ID when you send the personalized mail.

1.9.6.3 Response Tracking with Hyperlinks

When you insert hyperlinks in mail forms, you can use tracking functions to record how recipients respond to the hyperlinks.

Features
You can choose from two tracking functions:
Tracking through an intermediate site
When you send the personalized mail, the system adds a globally unique identifier (GUID) that identifies the business partner and campaign.
Tracking through a target site
This function is suitable for internal Web pages only (for example, a Web shop), where GUID information can be recorded.
The URL in the hyperlink must refer to a Web page from which a function module in SAP CRM can be accessed by remote function call (RFC). At this
point, the Web page must transfer the GUID and the URL_GUID to the function module CRM_IM_UPD_CLICK_CNTR.
You can find the GUID after MIG=.

1.9.7 Product Tables in Mail Forms


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1.9.7 Product Tables in Mail Forms

If you are have assigned products to a campaign, you use product tables to send up-to-date data about these products in table form in personalized mail.

Note
We deliver this function for the service parts logistics (SPL) role only.

Prerequisites
To use this function, you must activate the business function Marketing Productivity (CRM_MKT_PRD).

To send personalized mail with product tables, you have assigned products to the campaign.
In the master data for the products that you want to use, you have entered details for the product attributes that you want to display in the product table. Unless you
enter details, the corresponding field in the product table is blank.

Features
You can insert a product table in a text element.
You can do the following in product tables:
Define columns
You can select from a variety of product attributes, such as Product ID , Description , or Unit of Measure , to display in the columns of the table. You can
use the product attribute as the header description for a column, or you can enter your own header description.
Define layout
You can define the layout of the table, for example, to correspond to your enterprise's color scheme.

Note
If you send the personalized mail in plain-text format, the system converts the product table to plain text.

You can define the layout of the table in one of the following ways:
Using formatting attributes
You define the layout by selecting formatting attributes from dropdown lists. In this way, you do not need to write any HTML source code.
You can select general formatting attributes for the table, such as for the table border or the cell padding, and for the table header and body, such as
for the font and alignment.
When you have selected the formatting attributes, click Generate Source Code .

Caution
When you click Generate Source Code , you overwrite any existing formatting in the table.

Using HTML source code


You define the layout by entering the HTML source code directly.
You can use the Check Source Code function to check the syntax of the source code.
Preview your product table
When you have created your product table, you can use the preview function to check the layout of your product table.

Test Send & Preview

You use the Test Send & Preview function to test a mail form before you use it in a real campaign.

Features
You can select from one of the following communication channels:
E-Mail
Short message service ( SMS )
Fax
You then specify any e-mail address, or SMS or fax number for the recipient of the test personalized mail.
You can test the attributes and conditions that you have inserted in your mail form. To be able to do this, you specify a business partner or marketing
prospect. The system processes the mail form according to the attribute values of the business partner or marketing prospect. In this way you can check
that the personalized mail contains the correct information as defined in the mail form.
If you have inserted a product table, you can specify a product, product group, product category, or product segment with which to test your product table.

1.9.9 File Export

The file-export function enables you to create a file with a list of business partners and corresponding specified attribute values. You can use this file for further
processing, for example, to send to a lettershop for printing prior to sending as direct mail.

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Features
Flexible definition of content
You create a mail form with the usage File Export . You can enter attributes and text.
Each line in the text element corresponds to a separate field in the file. By combining attributes on the same line, you create a field with multiple attribute
values. Empty rows are ignored.

Note
For file export, the mail form can exist in one language only.

The system replaces multiple spaces between attributes and text with a single space.
Choice of file formats
You can save the list in the following file formats:
Comma-separated values (CSV)
Extensible Markup Language (XML)
You assign the exported file to a campaign. To define the business partners that are listed in the file, you select a target group or number of target groups.

More Information
Attributes in Mail Forms

1.9.10 Translation

You use the translation function to create language versions of a mail form. You do this if, for example, you want to run a campaign that is targeted at people of
different nationalities.
To use this function, you must activate the business function Marketing Productivity (CRM_MKT_PRD).

Features
You can create a language version for each supported language. Supported languages are listed in the application. Support for multiple code pages lets
you use different character sets for your mail forms, for example, kanji for Japanese texts.
You can create language versions of the following:
Individual text elements in a mail form
When you create a language version of a text element, a language version of the mail form is created automatically.
The subject line in the mail form
The description for the text element or mail form
If you search for a mail form by its description, you can do this with any of the language versions.

Note
A language version of a text element or mail form has the same ID as the version from the original language (the language in which the mail form
was created).

Headers in product tables


When you create a language version of a text element, you can choose to insert the text from the original language. You can then translate the text element
sentence by sentence, overwriting the text from the original language as you go.

1.9.11 Multiple-Link Tracking

This enables you to add different links to Web sites in your mail form. On these Web sites, you can offer your business partners additional information, such as
information on product offerings, downloads, newsletter registration, or links to Web shops.
After sending out mails to the target group it is important to track responses to the mails. With the multiple-link tracking option, you can monitor whether the
recipient of your E-mail actually clicks on the links you provided and branches into the different pages of your Web site.

Prerequisites
You have created a mail form with URLs containing the tracking option. For more information, see Hyperlinks in Mail Forms.
You have performed the necessary mappings to enable access to the redirection services on the Web Application Server (WAS).
During campaign execution, the ## sign at the end of the URL is not only replaced by a tracking ID, but the URL itself is replaced by a Web
Application Server URL (WAS URL). For example, the URL www.sap.com (inserted in mail form maintenance) is replaced at runtime with
pwdf0../SAP/.../CRM_TRACKING?MIG=....&TARGET=www.sap.com along with the parameters MIG and URLGUID. Next, this URL is
replaced by a URL with a specific port that is accessible to business partners behind the firewall, for example www.sap.com:8080/. This is the
URL visible to the business partners in the e-mail.
For information on mapping the WAS URL to the customer-accessible URL, (here: www.sap.com:8080/), see SAP Note 750292.
For information on configuring the SAP WebDispatcher to map the URL with the specific port (www.sap.com:8080/) back to the WAS URL, see
SAP Help Portal at http://help.sap.com SAP NetWeaver SAP NetWeaver Platform Application Help Choose Language SAP
NetWeaver Library: Function-Oriented View Application Server Application Server Infrastructure SAP Web Dispatcher Administration of

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the SAP Web Dispatcher SAP Web Dispatcher as a URL Filter .
The mapping is processed when the user clicks on the link. Next, our tracking service on the WAS (SICF service, CRM_TRACKING) is executed and the URL
named in the parameter TARGET (here: www.sap.com) called. With this tracking service, the counters for the single URL and for the total number of clicks within
the e-mail are increased.

Activities
With this feature you can:
Create a hierarchy of link categories
These categories structure the different links used in E-mail campaigns. When a very large number of links are provided in the mail form, categories allow
you to get an overview of the most important links in a campaign and within a mail form. When large numbers of links are provided, an overview of the most
popular or important links within a campaign or a mail form is extremely useful in streamlining your campaigns. Some examples of link categories:
Links for different products and further information about the products
Links for registration to newsletters
Links to download brochures, programs, and updates
Search for the category of links to be included in the mail form
All links used within a mail form have to be assigned to a special category defined in Customizing for Customer Relationship Management (CRM), by
choosing Marketing Marketing Planning and Campaign Management Personalized Mail Define Categories for URLs . Campaign managers can
use these link categories to get an overview about the types of categories that are successful within a particular campaign or across all campaigns.
Change or delete links in mail forms
Build reports on activities related to business partners, campaigns, and categories of links. The following are typical examples of data in the report:
Who clicked on a link (business partner)
When was the link clicked (time: date and time)
How often was a link clicked (counter)
Which link was clicked (a special link or link category)
Total number of clicks for all URLs within the e-mail

1.9.12 Marketing Contact Lists

Marketing contact lists provide you with an overview of all the personalized mails (for any communication channel) sent in a campaign. You can use marketing
contact lists to monitor whether your personalized mails were successfully transmitted, and how effective they were.

Features
Marketing contact lists include the following information:
ID of the campaign
ID of the mail form
Target group
IDs of the business partners to whom the personalized mail was sent
Transmission status of the personalized mail
Whether recipients clicked on links to Web sites (for e-mails)
Number of personalized mails to be sent, the number actually sent, the number of bounces, and the number of responses
You can export marketing contact lists to Microsoft Excel.

1.9.13 Newsletter Management

You use this function to generate newsletter-related subscription hyperlinks.


We offer a newsletter scenario that includes the following processes:
Sending personalized mails to a target group consisting of business partners potentially interested in the newsletter
Logging on to the Web shop and maintaining user profiles here
Updating newsletter-relevant attributes for the business partner
Generating a particular target group for the follow-up processes

Prerequisites
In Customizing for Customer Relationship Management (CRM), you have defined a uniform resource locator (URL) for the newsletter-relevant Web page, by
choosing Marketing Marketing Planning and Campaign Management Personalized Mail Edit URLs for Newsletters . This URL is used for the
SubscriptionLink .
You have realized the newsletter scenario by:
Creating marketing attributes that indicate different areas of interest for newsletters, such as Software Newsletters and Hardware Newsletters. A
marketing attribute is a newsletter category where you can select or deselect values.
Organizing all newsletter-relevant marketing attributes into a marketing attribute set, which is used to generate a target group for the newsletter
campaign execution
Assigning the newsletter-relevant marketing attribute set to the business partner
Maintaining values for the marketing attributes
Using the marketing attribute set to generate a marketing profile for the execution of the newsletter campaign

Note

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The marketing profile must correlate with your business partner marketing attribute values.

Assigning the newsletter-relevant marketing attribute set to the Web shop in the Newsletter Subscription area of the Web shop administration
Maintaining the Web shop URL for automatic Subscription Link generation in the mail forms. You can achieve this in Mail Form Maintenance by first
creating your newsletter and then choosing Subscription Link to insert a link to the Web shop.
Creating a campaign and campaign element, assigning a newsletter mail form to the campaign element, and entering the communication medium
Executing your newsletter campaign with the newsletter relevant target group

Example
Marcus Adams uses a mail form to create a newsletter. He clicks Subscription Link to include a link to the Web shop. This allows customers to register
themselves and maintain user profiles using their newsletter interests.

1.10 Lead Management

You can use leads to facilitate your company's chance to do business. Leads enable you to provide a streamlined link between marketing and sales, so as to
accelerate the process between first interest and sales. Leads do not provide you with complete details of potential business opportunities, but they can help you
to find out more about a potential business.
Lead Management is designed to help automate the initial pre-sales process, freeing up your sales department to focus on the most valuable prospects and
opportunities. By deploying lead management processes, you can:
Improve both your response rates to customer requests and your understanding of customer needs.
Create high-quality leads and increase your revenues.
Identify duplicate leads and merge them with prime leads, to avoid unnecessary effort in processing leads.
Streamline the capture, distribution, and qualification of leads across a multitude of channels through systematic and efficient tracking of the progress of
those leads. This is achieved through a process of closed-loop monitoring, thereby allowing your sales organization to improve close rates with reduced
sales time and cost.
Use strategic reporting functions to measure the success of leads with Lead Management, and to support medium to long-term decision-making. Strategic
reporting is performed in SAP NetWeaver Business Intelligence (SAP NetWeaver BI).

1.10.1 Leads

Leads are business transactions that describe, store, update, and manage the potential interest of (and interaction with) a business partner in a certain timeframe.
Leads represent a potential chance to do business.

Leads are used to qualify a business partner's interest in a particular product or in making a purchase, with the aim of both establishing and then subsequently
influencing this interest. The qualification process can be performed on the basis of direct contact with the business partner, or on the basis of an automated
collection of indexes. After a lead has reached a certain status, it can be passed on to Sales as decision support for creating an opportunity.

Structure
Each lead has the following:
A status, for example, lost , in process , or won .
An origin, which describes the source of the lead.
A type, represented by the lead group, which describes a certain classification used for evaluation purposes.
A priority, which describes the urgency with which the lead is to be processed.
A qualification level, which describes the potential level of interest demonstrated by the business partner.
A lead can be connected to the following objects:
Business Partners
The business partner relating to the object lead or opportunity is known as a prospect. If a lead is turned into an opportunity, this same prospect is also
transferred to the opportunity. Depending on the type of prospect, a contact person may also be defined.
Business partners in turn can be assigned to products within leads.
Organizations
Parties Involved
These are business partners involved in the lead, for example, sales prospect, employee responsible at channel partner, contact person, and so on. For
any particular partner function, you can select an alternative by clicking Edit List in the Parties Involved assignment block, selecting the partner function
and clicking Propose Alternatives . You can select an available alternative partner function from the Partner Selection dropdown list
Follow-up documents
Leads can be generated on the basis of any type of activity. Conversely, you can generate activities from a lead, for example, to document a phone call that
you make with a business partner.
Multiple notes and attachments
When processing a lead, you can use the assignment block Notes to add a note for internal use, for example, to record details of your most recent
interaction with the business partner.
Documents can also be attached to a lead. These could be, for example, documents relating to the marketing campaign from which the lead can be
generated.
Surveys for lead qualification
Attributes typical attributes related to leads, such as description, origin, and qualification level.

1.10.2 Lead Creation

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This function enables the creation of leads in different contexts.
Typically, lead creation is an inbound process, where information about the lead qualification level and lead product interest is usually available. In an inbound
scenario, a business partner contacts you through a channel such as telephone, e-mail, or fax. If this business partner shows an interest in a particular product,
the relevant employee can create a lead.

Prerequisites
You have maintained your settings for leads in Customizing for Customer Relationship Management, by choosing Transactions Settings for Leads .

Features
You can create leads in the following channels:
The SAP CRM system
Partner Channel Management, as in Channel Partner portals
Internet, through links attached to surveys
Telemarketing, as in the Interaction Center
Response import (integrated in External List Management in SAP CRM)
Response recording
You can create leads manually or automatically.

Manual lead creation


During lead creation, you can manually assign an appropriate business partner, such as a sales prospect or contact person, to the lead. In the B2B context, the
main business partner assigned to the lead is usually the sales prospect.

Example
A PC manufacturing company introduces a new laptop model, Product Z. To promote this model, the company decides to participate in the Annual North
American Hi-Tech Trade Fair. At the fair, it sets up a stall and puts out posters aimed at home and office clients. Soon, interested purchasers stop by to
make enquiries. These potential customers include individuals and representatives of companies planning to expand.
Most interested prospects and customers leave their contact information in the form of business cards and also provide information about their preferred mode
of communication, such as e-mail or fax. At the end of the fair, the appropriate employees of the PC manufacturing company manually create detailed leads
from the interested customers.

Lead creation in campaigns


Leads can be created automatically, through campaigns.

Example
A television manufacturer introduces a flat screen television model, Product Y, and decides to run an e-mail campaign just before the summer Olympic
Games. The target group consists of business partners who purchased any product of the umbrella organization in the past five years. 25,311 business
partners qualify.
The e-mail campaign is executed in two steps:
1. E-mails containing information about the flat screen TV are sent out to all 25,311 business partners.
Each e-mail also contains a link to a survey that includes the question: Would you like to receive any further information about Product Y?.
All those who respond positively to this original e-mail qualify for the second step of the campaign.
2. The television manufacturer uses the process of campaign automation to generate leads automatically for all business partners who gave a positive
response in the first step of the campaign.

1.10.2.1 Lead Creation in the Interaction Center

This is an example of how you can create leads in the Interaction Center.
A car manufacturer introduces a new model, Model Y. The car manufacturer decides to contact all customers of an older model, Model X, which came on the
market five years earlier, with the aim to have the old customers replace Model X with Model Y. To achieve this, it plans and executes a campaign called Second
Contact. A call list - a list of business partners with telephone numbers - is generated for the campaign. The car manufacturer assigns 100 names of business
partners to each Interaction Center agent. When contacting the business partners, the agent follows an interactive script that is designed for and attached to each
call.
For example, the agent could ask a business partner, Mona DeLasandros, whether she were interested in additional information about Model Y. Assume that Ms.
DeLasandros answers in the affirmative. The agent could then ask whether she would like to receive the information by e-mail or telephone. Additionally, the agent
could enquire whether Ms. DeLasandros were interested in a test drive. Assume that Ms. DeLasandros answers in the affirmative again. The agent could confirm
the preferred dates for the test drive. At the end of the interactive script, given that the business partner indicated an interest in the new model, requested
additional information, and asked for a test drive, the system automatically creates a lead for this business partner. In this case, the lead could be qualified with
the status Hot because the business partner showed a high level of interest in the new car model.

1.10.2.2 Lead Creation from the Internet

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This is an example of how to create leads from the Internet.
A car manufacturer introduces a new model, Model Y. The manufacturer creates a special webpage for this model on its website. A prospective customer, Winnie
Chung, logs on to her personalized webpage. Placed prominently on this page is the hyperlinked question, Are you interested in Model Y? Then, take this
survey! When Ms. Chung clicks on the hyperlink, an intermediate page containing a survey opens. Ms. Chung is required to answer a few questions about her
tastes, preferences, buying patterns, and contact information. When she clicks Submit , a lead is automatically generated in the system. A confirmation page is
displayed, which states that Ms. Chung will soon be contacted by the company.

1.10.3 Generating Leads

You generate leads to qualify the level of interest presented by business partners, to transform these leads into opportunities.
There are two basic scenarios for generating leads: outbound and inbound:
In an outbound scenario, the company is active in seeking to contact business partners. Leads can be generated after a marketing campaign has been
executed (as the result of activities defined for the campaign), or during a campaign (ongoing process), when they are generated as soon as the campaign
is executed, without generating activities first.
In an inbound scenario, a business partner contacts you, for example, by telephone, e-mail, or fax. If this business partner shows an interest in a
particular product, the relevant employee, for example, in Interaction Center, can create a lead.

Prerequisites
In Customizing, you have maintained your settings for Lead Management, by choosing Customer Relationship Management Transactions and have read
the documentation for the chapter Settings for Leads . This chapter includes information about the settings required for activities.

Features
When the campaign is ready to be executed, the individual activities defined for the campaign element can be performed. If leads are to be generated directly
from a campaign (for example, after the campaign has been run) a further campaign element must be created, to which the channel "Lead Generation" is
assigned, as well as the target groups containing those business partners for which leads are to be generated.
During execution of the campaign element, leads can be generated in the following ways:
Outbound
Without call list, via activities
When the campaign element is executed, activities are generated.
Using partner determination, a person responsible for qualifying leads can be assigned to the activities. This person then receives a worklist of
activities, and when processing these activities, decides whether or not a lead is generated.
From IC via activities, supported by interactive scripting
When the campaign element is executed, activities and a call list are generated. In IC, the activities in the call list are distributed to the individual call
center agents.
The call center agent works through the list, calling the business partner and asking questions (using the script). Depending on the responses, a lead
can be created.
Directly for a target group, without generating activities first
Following a successful initial campaign, you may have a target group containing business partners for which a high level of interest for your product
can be assumed. You are certain that leads are to be created for all these business partners (that is, you do not need to contact these business
partners first to establish their level of interest before creating a lead).
Leads are then generated as soon as the campaign element is executed (that is, as soon as the business partners are transferred to the
communication medium).
Inbound
Generate lead in Interaction Center
A business partner contacts your organization through your call center. This business partner may already exist in the SAP CRM system; if not, the
business partner can be created.
If the business partner shows an interest in a product, the call center agent can create a lead. Depending on experience and qualification level, the
call center agent may also qualify the lead directly.
The call center agent may know automatically that a lead is to be created, depending on the channel by which the inbound contact is made (for
example, if certain hotline numbers or e-mail addresses are used). If no such special channels exist, the call center agent has to decide personally
whether or not to create a lead.

Process for generating leads

1.10.4 Lead Qualification

Lead qualification is process by which leads are repeatedly processed, to establish and improve the level of interest represented by the lead and transform the
lead into an opportunity.
In each process iteration, the lead is assigned a status - Lost , In Process , or Won - either on the basis of certain indexes, by asking the business partner
directly, or a mixture of both methods.
After a lead has reached a certain qualification level (for example, Hot ) it can be transformed into an opportunity and is passed on to the sales department for
further processing. A workflow can be started automatically to support the decision-making process. However, leads may also be qualified at the generation stage,
depending on the information at hand.
There are two ways to qualify leads:

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Lead qualification on the basis of indexes
The person responsible for qualifying leads is not in direct contact with the business partner. Instead, the person collects information about the business
partner and assigns a qualification level to the lead accordingly. Relevant information can include activities, sales orders, service orders, products
purchased, and so on. Qualification is very much at the discretion of the person qualifying leads.
Lead qualification using questionnaires
The person responsible for qualifying leads uses a questionnaire (mainly by telephone) to help formulate the correct questions when he or she calls the
business partner. A questionnaire may also contain instructions as to how to qualify the lead.
A questionnaire could also contain strict instructions to be followed by the person qualifying leads.
Automatic qualification is also possible at the end of a questionnaire, that is, the system assigns a qualification level automatically by evaluating the
responses to the question. You can make these settings in Customizing in the activities under Settings for Leads .

Prerequisites
In Customizing, you have maintained your settings for Lead Management, by choosing Customer Relationship Management Transactions Settings
for Leads . This chapter includes information about the settings required for activities.
To qualify leads by using questionnaires, install the CAT (CRM Application Tool) server.
For more information, see Setting Up the CAT Server.
For more information about the Survey Suite (used to create questionnaires), see SAP Library under Customer Relationship Management CRM Cross-
Application Components Survey Suite .

Process
Leads are time-based business transactions, so you normally open and process the same lead a number of times (usually at specific intervals) until processing
is completed.
As a rule, you create follow-up activities to determine when the lead is to be processed next.
Processing a lead results in one of the following:
The lead is closed with the status lost because the business partner shows no more interest in the product or service being offered (the lead is then no
longer processed)
The lead is saved with the status in process and with a given qualification level (for example, Warm ). The lead can then be reprocessed at a later date.
The lead is transferred to the sales department via a workflow, and a decision is made as to whether to create an opportunity

Transfer to sales
When a lead is transferred to sales, the information contained in the lead is passed on to a sales employee. This employee then decides whether the lead is good
enough to warrant creating an opportunity.
To trigger the transfer process, the person qualifying leads starts a workflow, either manually, or automatically when the lead is saved with a particular status. The
information stored in the lead can be passed as text to the workflow.
The recipient of the workflow decides whether an opportunity is to be generated or not. If not, the lead is either passed back for further qualification (by means of
the workflow) or is simply closed manually.
Within the workflow, you can specify that an opportunity be created from a lead as soon as the lead reaches a particular status, in which case the transfer
process is skipped.

Process flow for lead qualification

1.10.5 Deduplication of Leads


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1.10.5 Deduplication of Leads

You can use deduplication of leads to identify duplicate leads and merge them with prime leads, which are existing leads that share the same characteristics,
such as lead type and prospect ID. The duplicate lead is then discarded.

Prerequisites
You have assigned implementation classes for deduplication in Customizing, by choosing: Customer Relationship Management Transactions Settings for
Leads Assign Classes for Deduplication .
To be notified of lead deduplication, you have performed task-specific Customizing. For more information, see SAP Business Workflow for Notification of Lead
Deduplication.

Features
Search for duplicates
You define the implementation class for searching for duplicates in Customizing.
Prime determination
You define the implementation class for prime determination in Customizing.
Merging duplicates
You define the implementation class for merging duplicates in Customizing.
If the results of a duplication check show that your duplication criteria are met by an existing lead or leads, you can select a prime lead and merge the
duplicate with it. The duplicate lead is then discarded.

Activities
1. Select the lead that you want to check for duplicates.
2. Under More , click Merge .
3. From the dropdown list that appears, use the filter criteria to refine the search for the prime lead. This is the lead that shares one or more of the criteria of the
lead you are checking, and that is to maintain its ID after the merge. Click Search and select your prime lead from the result list.
4. To merge the leads, click Merge in the dialog box that appears, or to cancel the operation, click Cancel .

1.10.6 Lead Distribution

This function enables you to assign leads to a person responsible for qualifying and processing leads.

Prerequisites
You have maintained your settings for leads. For more information, see Customizing for CRM, by choosing Transactions Settings for Leads .
You have created a business partner in the Employee role. This is required to indicate the employee responsible when qualifying leads.

Note
For information about configuring the workflow for lead processing with interactive forms, see SAP Solution Manager.

Features
You can set rule-based distribution to occur automatically in batch jobs or semiautomatically via the CRM WebClient UI as distribution proposals. The table below
summarizes the main methods by which leads can be distributed and the bases for distribution:

Lead Distribution Methods Basis of Distribution

Manual Manual assignment

Partner determination Partner determination rules

Semi-automatic Rule-based

Automatic (batch jobs) Rule-based

You can also configure an automatic partner determination procedure so that the sales prospect, contact person, and the employee responsible for the lead are
identified automatically.
For more information about automatic partner determination, see Customizing for CRM, by choosing Business Functions Partner Processing Define
Partner Determination Procedure .
You can distribute leads based on rules. The rules can be based on the content of the lead and/or the attributes of the sales prospect to determine the best
matching business partner (employee responsible, sales representative, channel partner).

Batch jobs

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A report CRM_DD_BATCH is provided for processing all documents that have to be distributed. The report is started in the background with a variant of selection
parameters. The variant describes the document set under consideration and the rule set to be used for distribution.
The administrator has to ensure that the rule set is compatible with the selected documents.
The distribution protocol is written to an application log. The job protocol is permanently available via SM38 and contains a relationship to the protocol in the
application log (SLG1).

More Information
SAP Business Workflow for Lead Distribution with Interactive Forms

1.10.6.1 Rule-Based Document Distribution

This function allows automatic and semi-automatic selection of appropriate partners, such as sales partner or employee responsible, for document distribution
based on rules you define in the E-mail Response Management Systems (ERMS). Document distribution uses the technology of the ERMS rule engine. Rules can
be grouped into rule sets (or policies), which contain conditions that determine the main selection criteria valid for document distribution. The rules are executed
based on the sequence number you specify.

Prerequisites
You have configured the ERMS. For more information, see Customizing for Customer Relationship Management by choosing Transactions Settings for Leads
Lead Distribution Define Repository .

Features
Rule-based document distribution includes the following high-level processes:
Document selection
The system checks that the created documents are complete and free of errors. Then the system selects documents based on previously-defined selection
criteria. The criteria could include the status of documents ( Hot or Warm leads), or the transaction type, or the sales organization.
Receiver determination
After selecting documents, the system evaluates the receiver determination section of the rules to determine the partners that best match the rule criteria.
The system displays a list of partner proposals for each processed or selected document. You can update the document with the proposed partner and
document status.

Note
For batch jobs, the determined partner(s) and status are set directly by the system.

Document distribution
The document is distributed in the following ways:
Direct assignment (not supported by a workflow)
Workflow-supported distribution for the channel partner portal
Workflow-supported distribution via interactive forms

1.10.6.1.1 Document Distribution Contexts

Document distribution contexts contain a broad collection of attributes and actions that can be used for distribution.

Use the following standard attributes to define conditions for rules:

Lead-Related Attributes

Attribute Description

CHANGED_AT Lead Changed On

CREATED_AT Lead Created On

CREATED_BY Lead Created By

DIS_CHANNEL Lead Distribution Channel

DIVISION Lead Division

IMPORTANCE Lead Priority

LEAD_END_DATE Lead End Date

LEAD_START_DATE Lead Start Date

LEAD_TIME_LIMIT Lead Time Limit

LEAD_TYPE Lead Group

MAINPART_CITY Lead Main Partner City

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MAINPART_COUNTRY Lead Main Partner Country

MAINPART_LANGU Lead Main Partner Language

MAINPART_NO Lead Main Partner Number

MAINPART_POSCODE Lead Main Partner Postal Code

MAINPART_REGION Lead Main Partner Region

PROCESS_TYPE Lead Transaction Type

PRODUCT_CATEGORY Lead Product Category

PRODUCT_ID Lead Product ID

QUAL_LEVEL_AUTO Lead Qualification Level (Automatic)

QUAL_LEVEL_MAN Lead Qualification Level (Manual)

SALESPART_CITY Lead Sales Partner City

SALESPART_COUNTR Lead Sales Partner Country

SALESPART_LANGU Lead Sales Partner Language

SALESPART_NO Lead Sales Partner Number

SALESPART_POSCOD Lead Sales Partner Postal Code

SALESPART_REGION Lead Sales Partner Region

SALES_GROUP Lead Sales Group

SALES_OFFICE Lead Sales Office

SALES_ORG Lead Sales Organization

SALES_ORG_RESP Lead Sales Organizational Unit

SOURCE Lead Origin

STATUS_SINCE Lead Status Since

SYSTEM_STATUS Lead System Status

USER_STATUS Lead User Status

Opportunity-Related Attributes

Attributes Description

BUDGET_BP Opportunity Budget Prospect

CHANGED_AT Opportunity Changed On

CHANGED_BY Opportunity Changed By

CREATED_AT Opportunity Created On

CREATED_BY Opportunity Created By

CURR_PHASE Opportunity Phase

DIS_CHANNEL Opportunity Distribution Channel

DIVISION Opportunity Division

EXPECT_END Opportunity End Date

EXP_REVENUE Opportunity Exp. Sales Vol.

IMPORTANCE Opportunity Priority

MAINPART_CITY Opportunity Main Partner City

MAINPART_COUNTRY Opportunity Main Partner Country

MAINPART_LANGU Opportunity Main Partner Language

MAINPART_NO Opportunity Main Partner Number

MAINPART_POSCODE Opportunity Main Partner Postal Code

MAINPART_REGION Opportunity Main Partner Region

PHASE_SINCE Opportunity Phase Since

PROBABILITY Opportunity Success (%)

PROCESS_TYPE Opportunity Transaction Type

PRODUCT_CATEGORY Opportunity Product Category

PRODUCT_ID Opportunity Product ID

SALESPART_CITY Opportunity Sales Partner City

SALESPART_COUNTR Opportunity Sales Partner Country

SALESPART_LANGU Opportunity Sales Partner Language

SALESPART_NO Opportunity Sales Partner Number

SALESPART_POSCOD Opportunity Sales Partner Postal Code

SALESPART_REGION Opportunity Sales Partner Region

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SALES_GROUP Opportunity Sales Group

SALES_OFFICE Opportunity Sales Office

SALES_ORG Opportunity Sales Organization

SALES_ORG_RESP Opportunity Sales Organization Unit

SOURCE Opportunity Origin

STARTDATE Opportunity Start Date

STATUS_SINCE Opportunity Status Since

SYSTEM_STATUS Opportunity System Status

SYS_PROBABILITY Opportunity Success (%, calc)

TYPE Opportunity Group

USER_STATUS Opportunity User Status

Note
For more information about defining new attributes and actions individually, see New Attribute and Action Definition in SAP Solution Manager.

E-Mail Response Management System (ERMS)


Two standard contexts are defined in the E-Mail Response Management Systems (ERMS) repository for document distribution:
DD_LEAD - Context for lead distribution
DD_OPPORTUNITY - Context for opportunity distribution

You can change the delivered contexts, or you can create new contexts and leave the delivered contexts untouched.
In principle, a context can be used for distribution if it matches the following conditions:
The Context Property contained is ACTIVE with a value set to X.
The Context Property contained is OBJECT_TYPE with a value set to LEAD for lead distribution or OPPORTUNITY for opportunity distribution.

Note
You can create more than one active context for each object type.

1.10.6.1.2 Service Manager Profiles

You can use these profiles to determine which E-Mail Response Management System (ERMS) services parameter settings are called at runtime. In rule
modeling, rules can be grouped as rule sets or policies. Each policy requires a profile entry in the Customizing table.
The service manager profiles are used to select the appropriate policy in the semiautomatic and automatic distribution (batch jobs) methods for leads and
opportunities.
For more information, see Customizing for Customer Relationship Management , by choosing Transactions Settings for Leads Rule-Based Distribution
Define Service Manager Profiles .

Features
In document distribution, each profile represents a policy, which is made available in the distribution popup.
This popup contains the following:
All profiles that belong to policies active for document distribution for the given object type.
All profiles that the user is authorized to execute.
Authorization is controlled by the ERMS authorization object CRM_ERMS_P.

You must therefore create profiles to distribute documents.

Activities
For each profile, assign the Service DD_RE as a Directly Called Service and set the properties as follows:

POLICY: Name of the policy you want to execute


CONTEXT: Name of the context the policy belongs to
LOGLEVEL: Determines the granularity of messages. With log level 3, all messages are written into the application log.

Note
Each policy that you use requires a profile entry.

1.10.6.1.3 Actions for Document Distribution

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Every action has a specific logic and algorithm to determine a suitable partner or partners for the current document - lead or opportunity. For example, you can
build a rule that states uses the attribute (Condition) Lead Priority to distribute leads (Action) to Gold Partners.
Actions are defined in the E-Mail Response Management System (ERMS) Repository.

Features
All actions for document distribution locate business partners by using specific logic. Consequently, the result of an action consists of the following:
Proposal List
A set of business partners determined by the search procedure.

Note
The proposal list is only displayed in case of semi-automatic distribution.

Receiver
The business partner who receives the document. This partner must be contained in the proposal list.
Partner Function
The receiver is added to the document by using the partner function.
Status (optional)
The user status is set for the document.
The following parameters are available for every action in the rule modeler:
PARTNER_FUNCTION
Sets the partner function information in the result structure. If it is left empty, the document cannot be updated and an error is logged.
STATUS
Sets the status information in the result structure. (Optional)
STOP_BEHAVIOR
Determines the rule engine behavior concerning further actions that can be modeled after the current action is completed. The Stop behavior includes
the following options:
Stop after execution if partner(s) found .
If at least one business partner is found, no further actions are executed
Stop after execution (even if no partner(s) found).
No further actions are executed.
Continue (even if partner(s) found).
Further actions are executed.

Note
In rule modeling, if the stop behavior parameter is missing or left empty, the default stop behavior is Stop after execution if partner(s)
found .

PARTNER_ID (Partner by ID)


Specific Parameter: PARTNER_ID
The action returns the business partner whose ID is passed via the parameter PARTNER_ID. An existence check on the partner is executed.
PE_FUNCTION (Responsible at Partner by Function)
Specific Parameter: FUNCTION (Function)
The action returns the business partner whose function is passed via the parameter FUNCTION.
PE_QUALIFICATION (Responsible at Partner by Qualification)
Specific Parameters: PE_QUALIFICATION (Qualification), PROF_FROM (Proficiency From), PROF_TO (Proficiency To)
The action returns the business partner that possesses the qualification passed via the parameter PE_QUALIFICATION with a proficiency inside the range
passed via parameters PROF_FROM and PROF_TO.
PE_REGIONAL (Responsible at Partner by Proximity
Specific Parameter:
The action returns those employees of the sales partner of the document who are located as close as possible (in a regional sense) to the prospect of the
document. A three-step procedure is carried out:
1. Determination of all contact partners of the sales partner with the same country and ZIP code as the prospect.
2. Only executed if the previous step did not locate partners:
Variant 1 (Action service property SEARCH_BY_REGION is set): Determination of all contact partners of the sales partner with the same
country and region as the prospect
Variant 2 (Action service property SEARCH_BY_REGION is not set): Again, a search via country and zip code is carried out, but with a zip
code where the last two digits are truncated. This is repeated until at least one employee is found.
3. Only executed if the previous steps did not locate partners:
Determination of all contact partners of the sales partner with the same country as the prospect. You must apply Variant 2 if you are working in a
country where the accordance of two shortened zip codes implies proximity. This is the case for most countries. Exceptions include the United
Kingdom and Canada. Apply Variant 1 for such countries.
PE_RESP_TTYPE (Responsible at Partner by Responsibilities: Transaction Type)
Specific Parameter: TTYPE_CRIT_NAME (Responsible for Transaction Type)
The action returns the business partner who is responsible for a certain transaction type. The parameter TTYPE_CRIT_NAME contains the criterion name
used for assignment of transaction type responsibilities for partner employees (but not the transaction type itself).
RELAT_TYPE (Partner by Relationship)
Specific Parameter: REL_TYPE (optional)
The action returns business partners with a specific relationship to the prospect of the document. If no relationship type is given, the relationship type
CRME02 (End-Customer relationship) is taken as the default.
SP_REGIONAL (Sales Partner by Proximity)
Specific Parameter: PARTNER_STATUS (optional) PARTNER_PROGRAM (optional)
The action returns those sales partners that are located as close as possible (in a regional sense) to the prospect of the document. An additional filtering on
partner status and partner program can be performed. A three-step procedure is carried out:
1. Determination of all sales partners with the same country and zip code as the prospect

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1. Determination of all sales partners with the same country and zip code as the prospect
2. Only executed if the previous step did not locate partners:
Variant 1 (Action service property SEARCH_BY_REGION is set): Determination of all sales partners with the same country and region as the
prospect.
Variant 2 (Action service property SEARCH_BY_REGION is not set): Again, a search via country and zip code is carried out, but with a zip
code where the last two digits are truncated. This is repeated until at least one sales partner is found.
3. Only executed if the previous steps did not locate partners:
Determination of all sales partners with the same country as the prospect. You must apply Variant 2 if you are working in a country where the
accordance of two shortened zip codes implies proximity. This is the case for most countries. Exceptions include the United Kingdom and Canada.
Apply Variant 1 for such countries.
SP_RESP_ZIP_PCAT (Sales Partner by Responsibilities: ZIP, Product Category)
Specific Parameter: CNTRY_CRIT_NAME (Responsible for Country) ZIP_CRIT_NAME (Responsible for ZIP Code) PRCAT_CRIT_NAME (Responsible for
Product Category)
The action returns the business partner who is responsible for a certain combination of country, ZIP code and product category.
The parameter CNTRY_CRIT_NAME contains the name of the criteria used for assignment of country responsibilities for sales partners (but not the
country itself).
The parameter ZIP_CRIT_NAME contains the name of the criteria used for assignment of ZIP code responsibilities for sales partners (but not the ZIP
code itself).
The parameter PRCAT_CRIT_NAME contains the name of the criteria used for assignment of product category responsibilities for sales partners (but
not the product category itself).

More Information
New Attribute and Action Definition in SAP Solution Manager.

1.10.6.2 SAP Business Workflow for Lead Distribution with


Interactive Forms

You use this process to distribute leads to a channel partner with the help of a PDF-based interactive form. Important lead data is integrated in the PDF-based
interactive form before being forwarded to the external channel partner through an e-mail.

Prerequisites
You have activated the workflow template for lead distribution via Interactive Form (WS 1510054). For more information, see Customizing for Customer Relationship
Management by choosing Channel Management Partner Channel Marketing Select Workflow Template for Lead Distribution .

Note
You must make the following settings:
For lead distribution from the Portal,CRM_LEADPORT or Lead Processing by External Partner (WS13100008) must be inactive
For lead distribution via Interactive Forms,CRM_LEAD_IF or Lead Distribution via Interactive Form (WS15100054) must be active

Note
For information about the setup process for lead distribution via interactive forms, see SAP Solution Manager .

Process

Workflow Process WS15100054 (Lead Distribution with Interactive Forms)


The workflow Lead Distribution via Interactive Form is started when a brand owner employee creates a lead and saves it with the status Distributed to Partner .
1. The system first checks that the lead is created without errors and that the recipient's e-mail address is located.
If the conditions are fulfilled, the system creates an interactive form.
2. The e-mail with the interactive form is sent out to the partner, who can process the lead (win or lose) or decline it.
3. The partner chooses Submit to send the response to the brand owner.
The partner response is validated on the brand owner side and the lead is updated with the information sent by the channel partner. Based on the partner's
decision, the status of the lead is set to Won , Lost , or Declined . Additionally, the partner can add partner notes to the document.
The business workflow notifies the partner and the employee responsible (for this lead) if any of the following end conditions are met to make the distribution
process obsolete:
The lead status Distributed to Partner was set back by the brand owner
The sales prospect was changed by the brand owner
The channel partner was changed by the brand owner
The lead is not error-free
There is no partner response within the defined time limit, in which case, the workflow sets the lead status back

1.10.6.3 SAP Business Workflow for Lead Processing by Channel


Partners

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The workflow Lead Processing by Channel Partners supports the transfer of the lead to a sales partner. Workflow sends a work item to the sales partner
responsible. After checking the lead data, the sales partner can either accept or reject this lead. If the lead is accepted, it is passed on to the partner manager's
work list for further processing.
Workflow is started automatically if the processor has set the Distributed to Sales Partner status. If a sales partner has not been entered, or if the lead has not
been saved without errors, the status of the lead is set back to In Process .
The sales partner entered in the lead is the one taken to process the lead further. This partner can be determined automatically by using partner determination
depending on the sales prospect in the lead.
The sales partner has to be assigned to a standard contact person. The logon user must have a business partner with the role Employee . This business partner
who is assigned to the contact person is called partner employee .

Prerequisites
You have reactivated the workflow template in Customizing.
The event linkage for the event DistributedToSalespartner for workflow WS13100008 is deactivated as a standard procedure.
You have maintained workflow task processors in Customizing, by choosing Customer Relationship Management Basic Functions SAP Business
Workflow Perform Task-Specific Customizing.
If you have defined several user statuses, you have adapted the data flow for task TS10008154 (set status) accordingly.
The workflow template uses the user status SPAC (accepted by sales partner), and SPRE (rejected by sales partner) of the status profile CRMLEADP.

Process

Workflow Process WS13100008 (Lead Processing by Channel Partners)


The workflow Lead Processing by Channel Partners is started when a lead is saved with the status Distributed to Sales Partner . First, the system checks
whether the following conditions have been met:
The lead has been saved without errors
A sales partner has been entered
A work item recipient exists
A work item recipient is either the Responsible at Partner entered in the lead, or - if the partner function is empty the main contact person of the sales
partner.
Unless the conditions have been fulfilled, the status of the lead is set back to In process , and the processor of the lead is informed accordingly.
If the lead data has been maintained completely, a message is sent to the partner manager's inbox to accept the lead for processing. When the lead is accepted,
the status is set to Accepted by the sales partner , and the work item processor is then entered as the responsible employee at partner for this lead. In this way,
the lead reaches the partner employee's worklist. If the lead is rejected, its status is set to Rejected by sales partner , and the respective lead employee
informed.
Deadline monitoring for deadlines ensures that the work item is removed from the partner employee after the deadline specified in the lead has passed, and the
lead status is set back to In process .
The following checks related to manual changes in the lead are executed consistently as long as a decision on the work item is deferred:
If the deadline changes, the work item is removed and set up again with the correct deadline.
If the sales prospect changes, the workflow is ended and the status of the lead reset to In Process.
If no sales partner or sales partner employee is assigned to the lead, the workflow is ended and the status of the lead reset to In Process .
If the status Distributed to Sales Partner is removed, the workflow is ended.
If the brand owner changes any partner during processing, the event PartnerChanged in the workflow basic data ensures that the recipient of all work items that
have not been completed is redetermined. The initiator receives notification if the sales partner is changed.

Technical execution
If the implementation details are relevant, or if you want to make your own enhancements, you need the following technical information:
Workflow template
The actual procedure is implemented in the workflow template WS13100008 (CRM_LEADPORT).
Events for the workflow template
The event DistributedToSalesPartner is entered for the object category BUS2000108 (LEAD CRM) as a triggering event for the workflow template.
However, this event can also terminate the workflow, so that if the event is triggered, all possibly existing workflows working on this specific lead are
canceled and a new workflow is started.
The event DistributedToSalesPartner is triggered if the system status DistributedToSalesPartner is set.
The event AttributeChanged is triggered if one of the lead-specific attributes is changed.
The event PartnerChanged is triggered if changes in the CRMA_PARTNER table are logged via change documents.
Object types
BUS2000108 (LEAD CRM)

1.10.6.4 Create SAP Business Workflow for Opportunity from


Lead

The information gathered in a lead is transferred to the sales area via the workflow Create Opportunity from Lead .
In the workflow, you decide whether the opportunity is generated manually or automatically.
If the lead-specific attributes Priority and Lead group fulfill specific criteria, the workflow automatically generates an opportunity. Otherwise, the workflow sends
a work item to the sales employee responsible for creating the opportunity manually. After checking the data in the lead, the sales employee can either reject this
lead or create an opportunity from it.

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The workflow is automatically started when the lead is saved.

Prerequisites
If you want to start the workflow template, you have activated the type linkages for the start events AttributeChanged and SetErrorFree for the workflow
WS10001011 in Customizing. The default setting is that they are deactivated. You have also maintained workflow task processors in Customizing for
Customer Relationship Management (CRM), by choosing Basic Functions SAP Business Workflow Perform Task-Specific Customizing .
If you have defined several user statuses, you have adapted the data flow for task TS10008154 (set status) accordingly. The workflow template uses the
user statuses SAAC (accepted by sales) and SARE (rejected by sales) of the status profile CRMLEAD.
If you have defined several transaction types for the opportunity, you have adapted the data flow for task TS10008151 (create opportunity) accordingly.
When the opportunity is created, the workflow template uses the opportunity transaction type OPPT.
If the sales employee rejects the lead, the workflow resets the qualification level to value 02 ( Warm ). If you have specified your own qualification levels in
Customizing, you have adapted the data flow for task TS10007918 (change qualification level) accordingly.

Process
1. A lead is saved with qualification level Hot and status Error-free .
The system uses the lead-specific attributes Priority and Lead group to check whether an opportunity can be created automatically, or a sales employee
first needs to decide.

Note
The sales representative entered in the lead is the sales employee whose task it is to create the opportunity based on the information in the lead. This
person can be determined using partner determination in CRM, depending on the prospect in the lead, and can, for example, be a manager of a sales
area.
If no sales representative is entered, the workflow takes an organizational unit assigned in the workflow template, and sends the work item to all users
assigned to the organizational unit.

2. If the sales employee decides that an opportunity can be created, the lead status is set to Accepted by sales, and an opportunity is created in the
background. If necessary, the opportunity is forwarded to the sales employee for checking.
If the sales employee rejects the lead, the lead status is set to Rejected by sales , and the initiator is informed by mail.
3. The workflow is ended if no opportunity is created and any of the following occurs:
The lead is deleted
The qualification level of the lead is changed to a value other than Hot
The status of the lead is changed to a value other than Error-free

Technical Implementation
If the implementation details are relevant, or if you want to make your own enhancements, you require the following technical information :
Workflow Template
The actual procedure is implemented in the workflow template WS10001011 (CRM_LEAD).
Triggering Events for the Workflow Template
The events AttributeChanged and SetErrorFree are entered for the object category BUS2000108 (lead CRM) as triggering events.
The event SetErrorFree is triggered when the system status is reset to Error-free . Since the workflow is only to be started when the qualification level is set
to Hot, this is checked using the start condition of the event.
The event AttributeChanged is triggered when one of the lead-specific attributes qualification level (manual/automatic), priority, lead group, background, or
status is changed.
The start condition is used to make sure that the attribute qualification level was changed, and the status was changed at the same time.
Object Types
BUS2000108 (LEAD CRM)

1.10.7 Using Surveys in Lead Management

In many Lead Management scenarios, the use of surveys is enabled by callback module CRM_SVY_LEAD_PAI. This document uses the different scenarios in
Lead Management that use surveys to describe the structure of function module CRM_SVY_LEAD_PAI.

The function module and the supplementary function modules are in the function group CRM_LEAD_SURVEY. This function group is in the package CRM_SURVEY.

The following documentation is intended to help you to understand the coding in the function modules described below. The function modules contain partially
commented example coding. This can be copied and the copies can then be adapted accordingly.
Surveys are used in the following lead scenarios:
Qualification of existing leads via a survey
This scenario is provided in the SAP standard system.
The lead interface can be used alone (transaction code CRMD_BUS2000108) or together with the Interaction Center (transaction code CIC0). In the
Evaluation tabstrip, it provides the option to fill out a survey in order to calculate a value for the qualification level using the answers provided.
When the Submit button is pressed in the survey ( Qualify or Save ), the survey runtime calls function module CRM_SVY_LEAD_PAI at exit time PAI.
Creating new leads using survey in Interaction Center (IC)
This scenario is provided in the SAP standard system.
An interactive script is processed in the IC by the call agent. An answer in this script is linked to a survey. If this answer is selected, the survey is
displayed to the agent. The agent fills out the survey. When the agent presses the Submit button ( Qualify or Save ) in the survey, the survey runtime
calls function module CRM_SVY_LEAD_PAI at exit time PAI.
In the SAP standard system, a new lead object is created for the specified business partner and the completed survey is attached to the lead object.
This lead object is displayed to the agent in the IC.

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Creating new leads using a Web survey
This scenario is not provided in the SAP standard system. The coding for the callback function module is, however, prepared for this scenario. That is, it
contains coding examples with which the scenario can be implemented quickly.

Example
A survey can, for example, be made available in an Internet shop or HTML e-mail. The business partner fills out the survey. When he or she presses
the Submit button, the survey is sent back to the survey tool. When the survey tool processes the survey, function module CRM_SVY_LEAD_PAI is
called at exit time PAI. A new lead object is created for the specified business partner and the completed survey is attached to the lead object.

Prerequisites
The Survey Tool provides two exit times at which the application can access survey processing.
This interface between survey and application is performed via the callback function modules that the application must provide. The modules have a fixed
interface defined by the Survey Tool .
The callback function modules can be saved in the attributes for every survey. This makes it possible for every survey to enter special function modules that are
implemented for exactly this survey.
For more documentation about this interface, see the documentation for Survey Tools.

Process

Function module CRM_SVY_LEAD_PAI


1. Determining the XML string and the values for the rating
Function module CRM_SURVEY_GET_RATING is used to determine the XML string for the survey, the maximum possible number of points for the
survey, the number of points reached for the survey currently being filled out, and the percentage value of the points reached.
These values are used later to set the qualification level of the lead object:

Syntax
***** get the value XML string + the rating values
* survey value
DATA: lv_svy_value_xml TYPE crm_svy_db_string.
* optimum survey value
DATA: lv_svy_value_optimum TYPE f. "#EC NEEDED
* achieved survey value
DATA: lv_svy_value_achieved TYPE f. "#EC NEEDED
* reached survey value as percentage
DATA: lv_svy_percentage TYPE crmt_survey_percentage.
CALL FUNCTION 'CRM_SURVEY_GET_RATING'
EXPORTING
ir_survey_values = ir_survey_values
IMPORTING
ev_svy_value_xml = lv_svy_value_xml
ev_svy_value_optimum = lv_svy_value_optimum
ev_svy_value_achieved = lv_svy_value_achieved
ev_svy_percentage = lv_svy_percentage
EXCEPTIONS
error_occured = 1
OTHERS = 2.
IF sy-subrc <> 0.
MESSAGE ID sy-msgid TYPE sy-msgty NUMBER sy-msgno
WITH sy-msgv1 sy-msgv2 sy-msgv3 sy-msgv4.
EXIT.
ENDIF.
01.

2. Determining the object GUID


Function modules CRM_INTLAY_GET_HEADER_GUID and CRM_INTLAY_GET_ITEM_GUID are used to determine the GUID for the lead object and the
current lead item.
Unless the object GUID has initial status, then the source flag is set to value O (= One-Order -> Business transaction).
Defining the object GUID therefore defines the scenario.
Function modules CRM_INTLAY_GET_HEADER_GUID and CRM_INTLAY_GET_ITEM_GUID only return a GUID if the survey is processed during
processing of a lead object in the business transaction interface.

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Syntax
***** get GUID of One-Order-Object
* GUID of HEADER
DATA: lv_header_guid TYPE crmt_object_guid.
* GUID of ITEM
DATA: lv_item_guid TYPE crmt_object_guid. "#EC NEEDED
* GUID of One-Order-Object
DATA: lv_object_guid TYPE crmt_object_guid.
* indicator: One-Order (= O) or not not (= blank)
DATA: lv_source_flag TYPE c.
* get GUID of header from interaction layer
CALL FUNCTION 'CRM_INTLAY_GET_HEADER_GUID'
IMPORTING
ev_header_guid = lv_header_guid.
* get GUID of item from interaction layer
CALL FUNCTION 'CRM_INTLAY_GET_ITEM_GUID'
IMPORTING
ev_item_guid = lv_item_guid.
***** every One-Order-Object has to decide whether the survey is
* assigned to header or item
* we know that LEAD has surveys which are assigned to header
lv_object_guid = lv_header_guid.
IF lv_object_guid IS NOT INITIAL.
lv_source_flag = 'O'.
ENDIF.
01.

3. Determining the scenario


Unless the object GUID is filled, then the callback function module does not run in the business transaction.
In this case, a decision must be made in the coding to determine whether the survey is processed in the Interaction Center, in the Web, or within the Survey
Suite.
If the survey is processed outside the business transaction and the Survey Suite, then the application must attach the following parameters to the URL for
the survey:
appl_Id
This parameter has value CIC if the survey is processed in scenario "Interaction Center". You use this parameter to distinguish the scenario.
appl_bupa
This parameter contains the ID of the business partner (for example, organization in B2B, person in B2C), entered in the lead object as Prospect .
In Interaction Center , the call agent communicates with this person if a B2C scenario is running.
appl_bupa_contact
This parameter contains the ID of the business partner (for example, person), entered in the lead object as the contact person.
In Interaction Center , the call agent communicates with this person if a B2B scenario is running.
appl_transaction_type
This parameter contains the lead transaction type. It is needed if a new lead object is created.
These parameters can also be used to create a Web scenario.
The URL parameters are transferred to the callback function module in the import parameter IT_SURVEY_PARAMS. The parameters are used to define the
scenario in which the survey is processed. An appropriate value is set in local variable LV_SOURCE_FLAG.

Syntax
*///// decide if we're called by
*///// - One-Order -> lv_source_flag = 'O'
*///// This check is done above.
*///// - CIC -> lv_source_flag = 'C'
*///// - Outside (Web, Handheld, etc.) -> lv_source_flag = 'W'
*///// - Test within Survey Suite -> lv_source_flag = ' '
* given URL parameters
DATA: ls_survey_params TYPE crm_svy_api_parameter.
* business partners given in URL
DATA: lv_bp_id TYPE bu_partner.
DATA: lv_bp_id_cp TYPE bu_partner.
* process type of the lead object (needed for the CREATE mode)
DATA: lv_process_type TYPE crmt_process_type.
IF lv_object_guid IS INITIAL.
* object GUID is initial => we don't run in One-Order !!!
* but may be we run in test mode within survey suite

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* => check if we are called by the CIC, by WEB, etc.
* ----------------------------------------------------------------------
LOOP AT it_survey_params INTO ls_survey_params
WHERE name = 'appl_Id'.
ENDLOOP.
IF sy-subrc = 0.
CASE ls_survey_params-value.
WHEN 'CIC'.
* called by CIC
lv_source_flag = 'C'.
LOOP AT it_survey_params INTO ls_survey_params
WHERE name = 'appl_bupa'.
ENDLOOP.
IF sy-subrc = 0.
lv_bp_id = ls_survey_params-value.
ENDIF.
LOOP AT it_survey_params INTO ls_survey_params
WHERE name = 'appl_bupa_contact'.
ENDLOOP.
IF sy-subrc = 0.
lv_bp_id_cp = ls_survey_params-value.
ENDIF.
LOOP AT it_survey_params INTO ls_survey_params
WHERE name = 'appl_transaction_type'.
ENDLOOP.
IF sy-subrc = 0.
lv_process_type = ls_survey_params-value.
ENDIF.
WHEN 'WEB'.
* called by an outside application (Web, Handheld, etc.)
lv_source_flag = 'W'.
LOOP AT it_survey_params INTO ls_survey_params
WHERE name = 'appl_bupa'.
ENDLOOP.
IF sy-subrc = 0.
lv_bp_id = ls_survey_params-value.
ENDIF.
LOOP AT it_survey_params INTO ls_survey_params
WHERE name = 'appl_bupa_contact'.
ENDLOOP.
IF sy-subrc = 0.
lv_bp_id_cp = ls_survey_params-value.
ENDIF.
LOOP AT it_survey_params INTO ls_survey_params
WHERE name = 'appl_transaction_type'.
ENDLOOP.
IF sy-subrc = 0.
lv_process_type = ls_survey_params-value.
ENDIF.
ENDCASE.
ENDIF.
* ----------------------------------------------------------------------
ENDIF.
01.

If the survey is tested in Survey Suite, the callback function module is also called. In this case, however, no further processing is possible (creating or
changing a lead object), otherwise the corresponding function modules will return an error.
If variable LV_SOURCE_FLAG has value SPACE, then the survey was tested in Survey Suite. In this case, further runs of the callback function module
are stopped at this point. The following coding sections are no longer executed, as they can lead to errors.
Check that lv_source_flag is not initial.
4. Calculating the lead qualification level
Function module CRM_LEAD_H_SV_QL_SELECT_CB is used with the survey template and the survey percentage attained to determine the qualification

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level. To do this, the system refers to the Customizing settings defined in lead Customizing under Assign Qualification Level to a Survey .
If no entries exist in lead Customizing for the survey template, variable LV_SV_QL_CUST_FOUND is set to value SPACE, otherwise to value X.
This variable controls whether the lead qualification level is changed (value = X) or not (value = SPACE).

Example
Survey LEAD_SURVEY_1 is completed for lead object 123. Processing of this survey sets the qualification level at value WARM. Now, survey
LEAD_SURVEY_2 is completed for lead object 123. This survey is not used for automatic qualification of the lead object. It only contains text information.
Consequently, no entry exists for this survey in lead Customizing, under Assign Qualification Level to a Survey , as this survey is not intended to
change the qualification level.

Syntax
*//// calculate the lead qualification level
* name of the template of our survey
DATA: lv_survey_template TYPE crmt_survey_template.
* lead qualification level
DATA: lv_qual_level TYPE crmt_lead_qual_level.
* indicator if survey and qual level are linked in CRMC_LEAD_SV_QL
DATA: lv_sv_ql_cust_found TYPE crmt_boolean.
* move the given Template to our Template (Casting !!!)
lv_survey_template = i_survey_id.
* Get the corresponding qualification level from our customizing
CALL FUNCTION 'CRM_LEAD_H_SV_QL_SELECT_CB'
EXPORTING
iv_survey_template = lv_survey_template
iv_percentage = lv_svy_percentage
IMPORTING
ev_qual_level = lv_qual_level
EXCEPTIONS
no_entry_found = 1
OTHERS = 2.
IF sy-subrc <> 0.
* no entry in CRM;C_LEAD_SV_QL found for given survey
* => don't update the qual level of the Lead object
lv_sv_ql_cust_found = false.
ELSE.
* entry in CRM;C_LEAD_SV_QL found for given survey
* => update the qual level of the Lead object
lv_sv_ql_cust_found = true.
ENDIF.
01.

5. Deciding whether to create a new lead object


Unless the callback function module is running in the business process or the test environment, you can decide whether a new lead object is created or
whether an existing lead object needs to be changed.
Function module CRM_SVY_LEAD_BP_GETLIST can be used to determine whether an open lead object of transaction type IV_PROCESS_TYPE already
exists with the completed survey IV_SURVEYID for business partner IV_BP_ID and contact person IV_BP_ID_CP. In this case, the function module
returns the GUID of the first lead object determined to EV_LEAD_GUID.
If the value of LV_PROCESS_MODE is set to A (= CREATE), then a new lead object is created with the specified transaction type. The business partner
and the corresponding contact person are entered in the lead object and the completed survey is attached to the lead object.

Syntax
*//// check if given BP belongs already to an open lead
*//// with survey value
DATA: lv_process_mode TYPE crmt_mode.
IF lv_source_flag = 'W' OR
lv_source_flag = 'C'.
* DEFAULT: set the mode to CREATE
* you can comment that line if the following function call is
* decommented
lv_process_mode = gc_mode-create.
*
* CALL FUNCTION 'CRM_SVY_LEAD_BP_GETLIST'
* EXPORTING

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* iv_bp_id = lv_bp_id
* iv_bp_id_cp = lv_bp_id_cp
* iv_process_type = lv_process_type
* iv_surveyid = i_survey_id
* IMPORTING
* ev_lead_guid = lv_object_guid
* EXCEPTIONS
* no_bp_given = 1
* no_process_type = 2
* no_lead_found = 3
* error_occured = 4
* OTHERS = 5.
*
* IF sy-subrc = 0.
* lv_process_mode = gc_mode-change.
* ELSE.
* lv_process_mode = gc_mode-create.
* ENDIF.
ELSE.
lv_process_mode = gc_mode-change.
ENDIF.
01.

6. Filling the ORDER_MAINTAIN import tables for the survey data


Routine BUILD_LT_SURVEY is used to fill both import tables IT_SURVEY and CT_INPUT_FIELDS for calling function module CRM_ORDER_MAINTAIN.

Syntax
***** put the Survey-Data into input structure of ORDER_MAINTAIN
* table with changed fields for ORDER_MAINTAIN
DATA: lt_input_fields TYPE crmt_input_field_tab.
* input structure of SURVEY for ORDER_MAINTAIN
DATA lt_survey TYPE crmt_survey_comt.
DATA ls_survey TYPE crmt_survey_com.
* fill input structure
* ......................................................................
ls_survey-ref_kind = gc_object_kind-orderadm_h.
ls_survey-surveyid = i_survey_id.
ls_survey-surveyversion = i_survey_version.
ls_survey-valueguid = i_valueguid.
ls_survey-valueversion = i_valueversion.
ls_survey-valuexml = lv_svy_value_xml.
* ......................................................................
PERFORM build_lt_survey
USING lv_process_mode
lv_object_guid
CHANGING lt_input_fields
ls_survey
lt_survey.
01.

7. Filling the ORDER_MAINTAIN import tables for the lead data


Routine BUILD_LT_LEAD_H is used to fill both import tables IT_SURVEY and CT_INPUT_FIELDS for calling function module CRM_ORDER_MAINTAIN.
As described above, the qualification level is only changed if an entry has been made for this survey in lead Customizing, under Assign Qualification
Level to a Survey .

Syntax
*//// bring qualification level to object
* input table for lead header structure
DATA: lt_lead_h TYPE crmt_lead_h_comt.
DATA: ls_lead_h TYPE crmt_lead_h_com.
* Only if survey was found in CRMC_LEAD_SV_QL we update the qual level.
IF lv_sv_ql_cust_found = true.

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* NOTE: We set always both qualification levels: manual + automatical
* fill input structure
* ....................................................................
ls_lead_h-qual_level_man = lv_qual_level.
ls_lead_h-qual_level_auto = lv_qual_level.
ls_lead_h-qual_level_svy = i_survey_id.
* ....................................................................
PERFORM build_lt_lead_h
USING lv_process_mode
lv_object_guid
CHANGING lt_input_fields
ls_lead_h
lt_lead_h.
ENDIF.
01.

8. Copying products from the survey into the lead object


When defining a survey template in Survey Suite, the Survey Editor is used. This editor contains an expert mode (can be activated via the menu). In expert
mode, every question and every answer option can be assigned an ID.

Example
In the survey template, the following question has the ID specified:
"Which products are you interested in?" PRODUCT
The answer options have the following IDs:
Laptop 3000 MAT-485
Handheld X-1000 MAT-984X-1000
Flatscreen 90m MAT-1648

The IDs for the answer options correspond to the product numbers in the system.
The products selected via the survey are to be copied as items in the lead object.
The following coding example demonstrates how to proceed in order to copy products from the survey.
Only table LT_ORDERADM_I needs to be filled here.
Import table CT_INPUT_FIELDS for function module CRM_ORDER_MAINTAIN is set up in the function modules CRM_SVY_LEAD_PAI_CREATE or
CRM_SVY_LEAD_PAI_CHANGE.

Syntax
*//// get the products
*
* NOTE
* The following commented coding is an example how you can use the
* survey in order to fill the Lead positions with products.
* Requirement:
* You have defined in the survey for some questions a special
* question ID. Here in that example you have defined product_1 for
* a question and PRODUCT_2 for another question (please remember:
* case sensitive).
* In the survey you have defined for that special questions the answer
* IDs in such a way that every answer ID represents a product ID.
DATA: lt_values TYPE survy_t_all_values.
DATA: ls_values TYPE survy_s_all_values.
DATA: ls_orderadm_i TYPE crmt_orderadm_i_com.
DATA: lt_orderadm_i TYPE crmt_orderadm_i_comt.
* CALL METHOD ir_survey_values->values_get_all
* IMPORTING
* et_all_values = lt_values.
*
* LOOP AT lt_values INTO ls_values.
*
* IF ls_values-question_id = 'product_1'.
* ls_orderadm_i-ordered_prod = ls_values-value.
* INSERT ls_orderadm_i INTO TABLE lt_orderadm_i.
* ENDIF.

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*
* IF ls_values-question_id = 'PRODUCT_2'.
* ls_orderadm_i-ordered_prod = ls_values-value.
* INSERT ls_orderadm_i INTO TABLE lt_orderadm_i.
* ENDIF.
*
* ENDLOOP.
01.

9. Creating a new lead object


Function module CRM_SVY_LEAD_PAI_CREATE is used to create a new lead object.

Syntax
*//// create new lead
IF lv_process_mode = gc_mode-create.
CALL FUNCTION 'CRM_SVY_LEAD_PAI_CREATE'
EXPORTING
iv_process_type = lv_process_type
iv_bp_id_prospect = lv_bp_id
iv_bp_id_contact_person = lv_bp_id_cp
it_lead_h = lt_lead_h
it_survey = lt_survey
it_orderadm_i = lt_orderadm_i
IMPORTING
ev_object_guid = lv_object_guid
CHANGING
ct_input_fields = lt_input_fields
EXCEPTIONS
error_occured = 1
OTHERS = 2.
IF sy-subrc <> 0.
MESSAGE ID sy-msgid TYPE sy-msgty NUMBER sy-msgno
WITH sy-msgv1 sy-msgv2 sy-msgv3 sy-msgv4.
ENDIF.
ENDIF.
01.

10. Changing an existing lead object


Function module CRM_SVY_LEAD_PAI_CHANGE is used to change an existing lead object.

Syntax
*//// change Lead
*//// call ORDER_MAINTAIN with SURVEY data + LEAD data
IF lv_process_mode = gc_mode-change.
CALL FUNCTION 'CRM_SVY_LEAD_PAI_CHANGE'
EXPORTING
iv_object_guid = lv_object_guid
it_lead_h = lt_lead_h
it_survey = lt_survey
it_orderadm_i = lt_orderadm_i
CHANGING
ct_input_fields = lt_input_fields
EXCEPTIONS
error_occured = 1
OTHERS = 2.
IF sy-subrc <> 0.
MESSAGE ID sy-msgid TYPE sy-msgty NUMBER sy-msgno
WITH sy-msgv1 sy-msgv2 sy-msgv3 sy-msgv4.
ENDIF.
ENDIF.
01.

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11. Saving the lead object
In the "Interaction Center" scenario, the lead object must be saved. Function module CRM_ORDER_SAVE is used for this.
A subsequent COMMIT WORK saves the data to the database.
In export table ET_SURVEY_PARAMS, parameter appl_LeadGUID is used to return the GUID for the created lead object to the Interaction Center.

Syntax
*//// special for LEAD in the case of CIC, WEB, etc.
*//// save the object
* Note:
* We aren't allowed to call CRM_ORDER_SAVE and COMMIT WORK if we run in
* the One-Order. If we would do this the One-Order would dump during
* save because of duplicate records in CRMD_ORDERADM_H.
IF lv_source_flag = 'C' OR
lv_source_flag = 'W'.
DATA: lt_objects_to_save TYPE crmt_object_guid_tab.
* build save table
INSERT lv_object_guid INTO TABLE lt_objects_to_save.
* save object
CALL FUNCTION 'CRM_ORDER_SAVE'
EXPORTING
it_objects_to_save = lt_objects_to_save
EXCEPTIONS
document_not_saved = 1
OTHERS = 2.
IF sy-subrc <> 0.
MESSAGE ID sy-msgid TYPE sy-msgty NUMBER sy-msgno
WITH sy-msgv1 sy-msgv2 sy-msgv3 sy-msgv4.
EXIT.
ELSE.
* bring data to database
COMMIT WORK.
* deliver lead guid back for Web scenarios
* (e.g. IC web client with interactive scripting)
DATA: application_param TYPE crm_svy_api_parameter.
application_param-name = 'appl_LeadGuid'.
application_param-value = lv_object_guid.
APPEND application_param TO et_survey_params.
ENDIF.
ENDIF.
01.

1.11 Bounce Management

Bounce management enables you to recognize and process e-mail, fax, or SMS that could not be delivered to its intended recipient and is returned to the sender
as an automatic reply. It is also possible to recognize and process inbound e-mails that are not actually responses to personalized mail, but are automated
response e-mails, such as out-of-office notifications.
These automatic replies and automated response e-mails are known as bounces.
We can distinguish between hard bounces or soft bounces (also known as permanent bounces and temporary bounces respectively).
Technically, bounces are a type of delivery status notification (DSN). We can distinguish between two types of DSN:
Formal DSNs
Formal DSNs contain a standardized, machine-readable, error code.
You can identify formal DSNs for e-mail, SMS, and fax.
Informal DSNs
Informal DSNs can be identified only by additional automated checks (parsing mechanisms) or manual checks.
You can identify informal DSNs for e-mail only.
By identifying bounces you can do the following, for example:
Determine how many people actually respond to a campaign, and use this to measure the success of the campaign.
Gain valuable data about the quality of external lists in external list management (ELM).

Prerequisites

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For more information, see Prerequisites for Bounce Management.

Features
You can define how the system processes bounces. You can use either static bounce processing or dynamic bounce processing.
Static bounce processing uses a single defined procedure for all bounces.
The status of the individual outbound contacts is updated (for example, contact not possible due to incorrect communication data), and the contact
counter for rented addresses from ELM is reduced. You can change the procedure by modifying the workflow only.
You can use static bounce processing for formal bounces only.
Dynamic bounce processing uses bounce rules to deal with different bounces appropriately.
You can use dynamic bounce processing for both formal and informal bounces.

Recommendation
We recommend that you use dynamic bounce processing.

You can use bounce categories to sort your bounces.


You can use monitoring features to see technical details about sent and received e-mail.

1.11.1 Prerequisites for Bounce Management

Prerequisites
You have defined services and service manager profiles for using the E-Mail Response Management System (ERMS).
You do this in Customizing for Customer Relationship Management (CRM), by choosing E-Mail Response Management System Service Manager .
We deliver default Customizing entries for bounce management.

Dynamic Bounce Processing


If you want to use dynamic bounce processing, you have done the following:
To be able to process formal DSNs you have defined event coupling for bounce management. On the SAP Easy Access screen, choose Architecture
and Technology ABAP Workbench Development SAP Business Workflow Definition tools Events Event Linkages Type Linkages . You
must activate two event linkages:
The type linkage for the object type CRM_DOCU, the event ERRORSENDSTATUSREACHED, and the receiver type BOUNCE. The receiver function
module CRM_MKT_BOUNCE_WF_HANDLING is used with a predefined interface. The ERMS service manager is called using this interface.
The event BOUNCERECEIVED for the object type CRM_DOCU and the receiver type WS14000111. The receiver function module
SWW_WI_CREATE_VIA_EVENT_IBF is used with a predefined interface. This event linkage is required for the actions Bounce: Status (Default
2)/ELM Update or Bounce: Status (Default 5)/ELM Update .
To be able to process informal DSNs, you have defined exit rules for inbound processing. In transaction SO50, select the communication type Internet
Mail . Enter the recipient address and the document type and specify the call sequence for the exits. We deliver the exit class
CL_CRM_BOUNCE_HANDLER for bounce management. We recommend that you set the bounce exit to 1 in the call sequence. You can cancel the process
in transaction SO50 so that no further exits are called, and forwarding to IC WebClient is prevented by a flag.
The data from SAPconnect is transferred to the exit class using the interface method IF_INBOUND_EXIT_BCS~PROCESS_INBOUND. This method collects
the bounce attributes and transfers them to the service manager in ERMS.
To determine the bounce category of an informal DSN manually, the e-mail is sent to IC WebClient, and additional attributes for IC WebClient are temporarily
stored in a table. On the SAP Easy Access screen, choose Interaction Center Interaction Center WebClient Administration Agent Inbox
Maintain Recipient Distribution .

Note
If you require an update of communication data or a status update for informal DSNs in rule modeler, you must insert a response ID in your mail form.

You have deactivated the type linkage with object type CRM_DOCU, event ERRORSENDSTATUSREACHED, and receiver type WS14000111, or inserted
the check module CRM_MKT_BOUNCE_WF_EVENT_CHECK for this type linkage.
You have defined additional follow-up actions:
To do this, you must implement a handler class that contains the action logic. You do this in Customizing for CRM, by choosing E-Mail Response
Management System Service Manager Define Services .
You can then assign action IDs for the context Bounce Management by choosing E-Mail Response Management System Define Repository . The
actions that you create here are available in rule modeler, and you can assign them to bounce rules.
You have defined bounce rules that contain the follow-up actions.

Static Bounce Processing


You have made settings for formal DSNs, as described in the section Dynamic Bounce Processing.
If you want to use static bounce processing, you have activated the type linkage with object type CRM_DOCU, event ERRORSENDSTATUSREACHED, and
receiver type WS14000111.
To change the follow-up actions in static bounce processing, change the workflow template WS14000111.

1.11.2 Bounce Categories

You can sort bounces by category, such as hard bounces or soft bounces, and subcategory, such as out-of-office notifications. This can help you to evaluate why
your personalized mail is not reaching its intended recipient.

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Integration
You define bounce categories in the category modeler of E-Mail Response Management System (ERMS).

Prerequisites
If you want to use your own bounce categories, you have created the bounce categories and subcategories in the category modeler.
If you want to be able to select the categories you created in the category modeler, you are assigned as an E-Mail Response Management System
Administrator .
On the SAP Easy Access screen, choose Architecture and Technology System Administration User Maintenance Users . Assign the role
SAP_PCC_ERMS_ADMIN to your user.

Features
You can create bounce categories.

Recommendation
With informal delivery status notifications (DSNs), the content of the inbound e-mail is checked. The subject field, the body text and the sender address can all
be part of the check. You can also define whether a fuzzy search, an exact search, or a linguistic search is performed. You can combine checks in a bounce
category.

Note
If you create bounce categories, use the application ID Rule Modeler and the value Bounce Management .

We deliver the following bounce categories:


Hard bounce
Incorrect address
Soft bounce
Out-of-office notification
Server not available

1.11.3 Bounce Rules

You use bounce rules to define how bounces are handled. You use bounce rules in dynamic bounce processing.

Integration
You create bounce rules in rule modeler of the E-Mail Response Management System (ERMS). For general information about rule modeler, see Creating Rule
Policies.
You can use bounce categories in your bounce rules.

Features
You can define how the system reacts when it receives a bounce. You can select from the following actions:
(Bounce: Address Data Update)
Sets the Do Not Use indicator for the e-mail address in the master data of the business partner. The business partner does not receive any more
personalized mail from you.
(Bounce: Status (Default 2)/ELM Update)
Reduces the contact counter for external addresses in external list management. You use this action to respond to incorrect communication data.
(Bounce: Status (Default 5)/ELM Update)
Reduces the contact counter for external addresses in external list management. You use this action to respond to technical problems, for example, a
server being unavailable.
(Bounce: Manual Verification (WebClient))
Sends the bounce to the Interaction Center WebClient (IC WebClient), where you can check it manually. By deleting the bounce on the IC WebClient, you
set the status (Bounce: Status (Default 2)/ELM Update) or (Bounce: Status (Default 5)/ELM Update) , depending on the error type.

More Information
Creating Bounce Rules

1.11.4 Creating Bounce Rules

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Procedure
1. In the Bounce Rules search, select the context Bounce Management .
In bounce management, rules are used from the Bounce Management context only.
2. We deliver the rule policy DEFAULT.
3. Define which conditions trigger actions.
The Conditions keyblock contains attributes that you link to values by using operators (for example, Equals ) to create bounce conditions. You can select
from the following attributes:
Bounce Communication Type
You can select E-mail , Fax , or SMS .
Bounce Error Status
Hard and soft bounces can be categorized according to the Business Communication Service error statuses. Statues 600-699 are soft bounces, and
statuses 800-899 are hard bounces.

Recommendation
To find out exactly what each status means, on the SAP Easy Access screen, choose Architecture and Technology ABAP Workbench
Development Programming Environment Messages , and display message class XS.

Bounce Error Type


You can select from Permanent (hard) bounces, Temporary (soft) bounces, and Undefined bounces. Informal DSNs are defined as undefined
bounces.
Content Analysis: All Categories
You can select the categories defined in the category modeler here.
Content Analysis: Accuracy , Content Analysis: Language , Email Body , Email Complete , Email From Field , and Email Subject
You can enter the text you want to search for, and the type of search you want to use in the different areas of the e-mail in informal DSNs.
4. Select follow-up actions in the Actions keyblock.
In the Preview keyblock, you see a summary of the conditions and actions that you are defining.
5. Check and release your rules.

1.11.5 Mail Monitoring

You use mail monitoring to check the status of sent e-mail, as well as any inbound e-mail. This can be particularly important when you are sending personalized
mail as part of a campaign.

Features
Display transmission data
You can see information including if the e-mail has been sent, is waiting to be sent, or if there are errors.
Use transaction SOST.

Recommendation
If your system does not display the Transmitted icon in the Status column, check whether your mail server sends a confirmation for successful
delivery.
If your mail server does not deliver confirmations for successful delivery, you can specify that your SAP system does not wait for confirmations. In
transaction SCOT, choose Settings Confirmation of receipt , then select SAPconnect does not expect receipt confirm. for Internet mail .

Display bounce data


The system writes information about each bounced e-mail in the application log. You can select a given time period in the log, display the GUIDs of the
send requests, and display what actions were executed for each bounced e-mail.
On the SAP Easy Access screen, choose Architecture and Technology ABAP Workbench Development SAP Business Workflow Utilities
Application Log Application Log: Display Logs .
In the Object field, enter CRM_MKTB.
Display original outbound e-mails
With the GUID of a send request from the bounce data, you can display the original outbound e-mails.
On the SAP Easy Access screen, choose Architecture and Technology ABAP Workbench Development ABAP Editor .
Use report CRM_EMAIL_MIME_DISPLAY.

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