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1、n R/3 Systemn Release: 2.0C BBPCRM / Customer Relationship Managementn Status: July 2001n Materialnumber: 5004 8730CR210Mobile ServiceTrademarks:Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.Microsoft®, WINDOWS&#

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3、4; are registered trademarks of IBM Corporation.ORACLE® is a registered trademark of ORACLE Corporation.INFORMIX®-OnLine for SAP and INFORMIX® Dynamic ServerTM are registered trademarks of Informix Software Incorporated.UNIX®, X/Open®, OSF/1®, and Motif® are regist

4、ered trademarks of the Open Group.HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.JAVA® is a registered trademark of Sun Microsystems, Inc.JAVASCRIPT® is a registered trademark of Sun Microsystem

5、s, Inc., used under license for technology invented and implemented by Netscape.SAP, SAP Logo, R/2, RIVA, R/3, ABAP, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP.com Logo and mySAP.com are trademarks or registered trademarks of SAP AG in

6、Germany and in several other countries all over the world. All other products mentioned are trademarks or registered trademarks of their respective companies.CopyrightCopyright 2001 SAP AG.s.No part of this publication may be reproduced or transmitted in any form or for any purpose without the expre

7、ss permission of SAP AG. The information contained herein may be changed without prior notice.s.ã SAP AG 2001SAP Customer Relationship Management (CRM)ã SAP AG 2001Level 3Business in DetailTechnical BasicsCR2003 daysCR5002 daysMobile SalesCRM MiddlewareCR2203 daysOverviewInternet Pricing &

8、amp;CR5402 days ConfiguratorECO2205 daysCRM MiddlewareInternet Salesfor Mobile ScenariosCR5002 daysCRM Middleware OverviewCR7502 daysTele Sales &CR4003 daysTele MarketingCR5503 days Contact Center in CRM:Service InteractionModifying the CRM CenterMiddlewareLevel 2CR0102 days Overview SAP CRMMYSA

9、PCRM 2 days Overview SAP CRMCR6002 daysMarketing Planning & Campaign ManagementCR3105 daysSAP Business Application StudioCR2103 daysMobile Servicen Everybody is involved in customer interactionmySAP Customer Relationship ManagementServiceEngageÎ Field Service EngineerÎ Customer Service

10、 RepresentativeÎ Marketing ManagerÎ Customer Service ManagerÎ Marketing AnalystÎ Support Center AgentÎ Campaign ManagerÎ Internet Customer SelfÎ Product Manager ServiceÎ Telemarketing AgentÎ Knowledge EngineerFulfillAn optimized demandTransactdriven suppl

11、y chain toÎ Internet Salesensure profit, performanceÎ Sales Managerand customer satisfactionÎ Chief Financial Officertarget:Î Sales RepresentativeÎSupplier (Workplace)Î Business Sales AnalystÎSupply Chain PlannerÎ Telesales AgentÎBilling ClerkÎ Contr

12、act Administratorã SAP AG 2001Course Prerequisitesl Understanding of Customer Relationship-related processes, structures, and tasksl Understanding of Mobile Service Force structures, processes and tasks in service management driven industries, i.e. industries that incorporated an after-sales se

13、rvice in their value chainl MS Windowsl MS Internet Explorerl LO110 Customer Service recommendedã SAP AG 2001Notes to the user:n The training materials are not self-study programs. They complement the course instructors explanations. You are provided space to make notes.n There may not be enoug

14、h time to do all the exercises during the course. The exercises are intended to be additional examples to those presented during the course. Participants can also use the exercises to deepen their knowledge after the course.Target Groupl Audience:n Customer Project Team Members involved with Mobile

15、Service implementationn SAP Consultants and Partners working with Mobile Service customersl Duration: 3 daysã SAP AG 2001© SAP AGCR2101-1Course OverviewContents:l Course Goalsl Course Objectivesl Course Contentl Course Overview Diagraml Main Business Scenarioã SAP AG 2001© SAP AG

16、CR2101-2Course GoalsThis course will:l Provide you with a detailed, hands-on understanding of Mobile Service functionality and its application in the technical service environment.l Prepare you to support and perform Mobile Service implementation activities.ã SAP AG 2001© SAP AGCR2101-3Cou

17、rse ObjectivesAt theof this course, you will be able to:l Manage Business Partner informationl Access and view equipment master datal Access and view Products and Services master datal Manage Activities and maintain related activity and calendar informationl Generate and track service documentsl Con

18、firm service ordersl Generate service notifications/backreportingl Manage service contractsl Perform Analyses on service force activitiesl Access information via the Infocenterã SAP AG 2001© SAP AGCR2101-4Course Content CR210PrefaceExercises, Solutionsã SAP AG 2001Unit 1Course Overvie

19、w Unit 2Getting Started Unit 3Business Partners Unit 4EquipmentUnit 5Products & ServicesUnit 6Activity ManagementUnit 7Service DocumentsUnit 8BackreportingUnit 9Service ContractUnit 10Reporting & AnalysesUnit 11InfocenterUnit 12Course Wrap-Up© SAP AGCR2101-5Course Overview Diagram CR210

20、ã SAP AG 2001Course Wrap-upActivity ManagementInfocenterProducts & ServicesReporting & AnalysisEquipmentService ContractBusiness PartnersBackreportingGetting StartedService DocumentsOverviewn Technical services include such activities as technical hotline support/assistance, installatio

21、n and training for sold products, maintenance and repair services.© SAP AGCR2101-6Main Business Scenario (1)l You are a Field Service Technician for IDES Inc. Technical Goods, a Top 10 service provider in the technical goods market. IDES Inc. Technical Goods provides technical services for thei

22、r products.l Your company has multiple service forces organized as a service organization.ã SAP AG 2001© SAP AGCR2101-7Main Business Scenario (2)l Your company's service strategy is based on a quick, efficient and reliable customer service/sales program. The goal is to retain existing

23、customers, ensure customer loyalty and satisfaction and generate new sales through the integration of sales and service information gathered by the sales and service staff.ã SAP AG 2001© SAP AGCR2101-8Customer Relationship Management in a TerritoryOther IDES Sales Forces,Sales Rep High Tec

24、hKey Account Managers, etc.Campaign Management,ServiceTele Sales; etc.RepresentativesL.SALESSERVICEMARKETINGInternet Activitiesã SAP AG 2001n The units performing the technical services are defined as work centers within a plant.© SAP AGCR2101-9Organizational Structure of IDES Inc. Technic

25、al GoodsPlant IDES Inc.Service TechniciansPC RepairsWork Center 1Work Center nWork Center xnelPersonnelnelnel Number 001Number 002Number 00nNumber 00xã SAP AG 2001© SAP AGCR2101-10Technical Service in region L.A.CALIFORNIAã SAP AG 2001ParkerYour region isL.A.Los AngelesSmithTurner

26、9; SAP AGCR2102-1Getting StartedContents:l Mobile Service as part of SAPs Customer Relationship Management (CRM)l Mobile Service User Interface and Navigationã SAP AG 2001© SAP AGCR2102-2Getting Started: Unit ObjectivesAt theof this unit, you will be able to:l Describe how Mobile Service i

27、ntegrates into SAPs Customer Relationship Managementl Describe on a high level, the components and architecture of Mobile Servicel Describe on a high level, the concept of ASAP for Mobile Servicel Describe the components of the User Interfacel Navigate through the systemã SAP AG 2001© SAP

28、AGCR2102-3Getting Started: Overview Diagramã SAP AG 2001Course Wrap-upActivity ManagementInfocenterProducts & ServicesReporting & AnalysisEquipmentService ContractBusiness PartnersBackreportingGetting StartedService DocumentsOverview© SAP AGCR2102-4mySAP CRM DifferentiatorsAnalytic

29、alAÎ Discovery and understanding of customer behaviorsÎ Improve and optimize operational processes to drive customer retention and acquisition CollaborativeÎ Combine new ways of interacting with customers to create additional value within the ecosystemÎ Participate within a marke

30、t-place or commuof customers and business partnersOperationalÎ Empowerment andalization through specific workplacesOÎ Seamless real-time interaction processesCthroughout the e-business platformã SAP AG 2001Face-to-Face interaction with a customer traditionally involves sales represent

31、atives directly meeting with the customer.s and/or serviceContact Center is defined as a central point where all calls and phone interaction with the customer takes place. In the traditional role, you may have many departments taking calls, solving customer problems, and taking orders. Other uses wo

32、uld be in the Help Desk environment. The result is a central point of knowledge about customer issues.Internet interactions consists of using the Internet to buy and sell. of using the internet to buy and sell:There are three distinct methodsyyyB2C - Business-to-Consumer B2B - Business-to-BusinessB2

33、R - Business-to-Reseller© SAP AGCR2102-5Multi Channel Customer InteractionFace-to- FaceChannels ofContactCustomerCenterInteractionInternetOne Face to the Customerã SAP AG 2001CustomerEnterprisen Service Representatives and Sales Representatives using a variety of off-line and on-line mobil

34、e devices access customer data and create a variety of business transactions in CRM.© SAP AGCR2102-6Components of Face-to-Face Interactionsã SAP AG 2001WHATOpportunitiesCreate Track PipelineActivities Plan Create CalendarOrders Prepare Create HistoryHOWTelephonePervasive DeviceLaptopWHOSer

35、vice RepresentativeSales Representativen Mobile Service supports users in the mobile service force, as well as head-office users involved in service activities.n Mobile Service users work offline, typically using mobile devices such as laptops.n Driver of the Mobile Service solution is the middlewar

36、e component of the CRM Server processing the data flow between all related components. The middleware performs the following tasks:yAccording to the applicable Business Rules (Publications, Subscriptions), middleware distributes for each user only the portion of Mobile Service data needed to support

37、 service activities (e.g. only Denver customers to the laptop of the Service techinician responsible for Denver).Consolidates all offline data (Consolidated Database) and synchronizes this data with CRM data from other channels (e.g. Contact Center, Internet).Offering Adapters, the middleware not on

38、ly processes the data flow between all CRM users, but also between Mobile Service and other systems. Standard adapters exist to connect CRM to an SAP R/3 OLTP System, to SAPs Business Information Warehouse (SAP BW) and to SAPs Advanced Planner and Optimizer (APO) using BAPI technology. The middlewar

39、e also ensures openness to all kinds of other data sources, such as non-R/3 ERP systems and external data providers.yy© SAP AGCR2102-7Other OLTP R/3 Adapt.AdapterMobile Client AdapterMobile ArchitectureOLTP WorkplaceCRM ServerrBusinessPhoneWWWIntelligenceBW / SEMta ReplicationSupply Mobile Clie

40、ntChainMobile ClientManagem. Mobile Client Mobile ClientAPO. . .DBã SAP AG 2001Application Components Business ObjectsMiddlewareCRMSAP BasisDatabaseDaOn the OLTP (Online Transaction Processing) R/3 system, an Add-on Package is installed that acts as the counterpart of the R/3 adapter on the mid

41、dleware server. The installation of the add-on requires a specific hot-package level on the OLTP R/3 system. Modifications on the OLTP R/3system are not likely to be supported and require further evaluation and possiblyresolution.On the middleware server, the release version of the OLTP R/3 system i

42、s kept as a parameter. Using this parameter information, data is mapped to the correct structures during up- and download.Initial download: When configuring the Middleware server, all data needed from the OLTP R/3 system is downloaded in bulk and processed into the consolidated database.Delta downlo

43、ad: Only Delta information is downloaded from the OLTP R/3 during normal operation, e.g. orders created on the OLTP R/3 and relevant to the Mobile Service system are automatically downloaded to the middleware server.Upload: Data processed on the Middleware server and relevant to the OLTP R/3 system

44、is uploaded.Predefined Filters for up- and download are available for data fields that are not changeable on the OLTP R/3 system.Keys in Mobile Service: For all objects stored in Mobile Service tables, own keys will begenerated: GUIDs (Globally Unique Identifiers) ensure that no keys can occur. Alld

45、atabase operations in Mobile Service use these GUIDS. Foreign identifiers (e.g. R/3 keys) are notused by the Mobile Service application. They are stored as additional attributes for mapping and information purposes.© SAP AGCR2102-8Mobile Service - R/3 ConnectivityR/3 Adapterl Connect to a singl

46、e OLTP R/3 system using BAPI technologyn supported R/3 releases 3.1i, 4.0b, 4.5b, 4.6c.l Initial download of data and customizing information from the OLTP R/3l Delta download of OLTP R/3 datal Upload of Mobile Sales data to the OLTP R/3 systemã SAP AG 2001SAPMobile ServiceMobile Service Server

47、OLTP R/3© SAP AGCR2102-9Mobile Service Functionality OverviewOn-site Service Order creationOrder and EquipmentService Contracts HistoryMaterial DataService NotificationsTimeCustomer andconfirmationContact Informationon split levelInstalled BaseOrder OperationsManagementBusinessProducts &Par

48、tnersServicesPrinted ServiceAttachments for Receiptsservice orders,Order Confirmationnotificationsã SAP AG 2001© SAP AGCR2102-10What is Mobile Service?l Suite of tools tailored to the needs of the offline Mobile Service force:n Provides an integrated view of customers, actual and historica

49、l service orders, installed base, equipment, service contracts, and van stock informationn Heavy cross-referencing for easy navigationFieldMobileServiceServicez Facilitates the service process by:n Effectively managing service orders in closed loop with R/3 Service Management/Customer Service.n Prov

50、iding any necessary information to carry out on-site service ordersn Managing service orders by multiple field techniciansn Generating service reportsã SAP AG 2001© SAP AGCR2102-11Key Featuresl Browser-based environmentl Based on modern industry standardsn Utilizes object-oriented approach

51、n COM/DCOM basedn Integrates VBA for business rule development FieldMobile Highly configurable and reusable objectsServiceServicez Flexible deploymentn Scaleable to thousands of off-line usersl Programming languagesn VBA, ABAPl Operating Systems and Databasesn Windows NT, Windows 98, Windows 2000n S

52、QL-Server, Oracleã SAP AG 2001z Open to third-party systemsn For detailed information, please refer to the Middleware training course!© SAP AGCR2102-12Administration Consolel System administrationn Replication administrationn Extract administrationn Client administrationã SAP AG 2001&

53、#169; SAP AGCR2102-13Customizing using the SAP Mobile Application Studiol The SAP Mobile Application Studio provides a tool set that enables Mobile Sales to be customized to fit the specific sales processes of any company.BusinessUserObjectInterfaceMiingBDocMingMingSAP MobileMulti-Application StudioBusiness languageContextMingMingHelp FiilleIndustryMingTemplateMingã SAP AG 2001Due to the unique processes involved with