转:CRM组件的创建

在CRM2007项目上,赞叹Web Client的同时,却苦于不懂开发,只能用原始的方式写BSP页面,甚至直接挂ABAP事务(Transaction Launcher)。近日看到SDN上这组文章,正好解开了心中的疑惑,现与大家分享。

转:CRM Service vs Customer Service or SM

一直有个疑问,CRM的Service和R/3的CS有何优劣?这是SDN上的一个说法:

CRM Service and CS have different orientations, but somehow their functionalities are somewhat actually overlapped.

Overall, functions in CRM service are more toward the customer orientation where you can integrate the service with all marketing-sales-service-interaction center functionality. furthermore, CRM service is not limited to service contract and service orders only, but it also has complaint management, resource management, etc. therefore, in terms of breadth of functionalities, the award goes to CRM.

but when you’re talking specifically about service management, ERP CS has more depth. Eventhough CS has CIC as well, but SAP has no longer improved the functionality for quite some time.

Which module to choose? depending on how deep is your requirement. If you don’t require extensive functionality, then you can use CRM. But, if you require some heavy integration to other process such as MM, FICO, SD then you probably better off with ERP CS.

whatever you choose, make sure you make it right. because these two have totally different structures, and changing the module to another will consume alot of your time.

via: SDN – CRM Service vs Customer Service or SM

转:Road ahead for SAP consultants

SDN上的一篇文章,金融海啸下SAP顾问如何自处。

3. Size matters

This one went back and forth between me and several people, including an exchange of ideas with Jon Reed here on SDN. Majority of the people I spoke to have the idea that more and more companies will give more business to the big Tier 1 companies, since the bigger companies are percieved as a better insurance against risk. This would probably lead to more hiring at these compnies. Flip side – it probably wont pay you like an independent gig.

7. CRM and BI are dandy

Customer is king , but probably this assumes greater significance in bad times. From what I can see – from own experience and from the information from all around, I am convinced that more and more people are spending money on CRM. The much nicer UI in CRM2007 itself is probably worth the upgrade. It is also apparent that lots of BI projects are around – and my theory is that companies probably are taking a more data driven approach to decision making to reduce risk in the bad economy.

via: SDN – Road ahead for SAP consultants

Multilevel Categorization

CRM 2007 Service中,Subject似乎被取消了,取而代之的是Multilevel Categorization。并不是说Catalogs, Codes and Profiles没用了,要知道Service的很多场景,如Service Order, Complaint都用到Subject表示Damage, Cause, Task等,只是标配中CRM Web UI缺失了Subject字段。需要启用Multilevel Categorization,在Category Modeler中将Categorization与Subject Profiles配对起来,那Web UI中的Categorization字段就生效了,并可以与Subject映射起来。

我没能找到更多的Multilevel Categorization资料,不知道它取代Subject的优势在哪,也不知道如何发挥它的效能。

除了采用Multilevel Categorization,据说也可以通过BSP_WD_CMPWB配置添加BTSubject。

Subject Profile is not visible in BTAdminH. Its visible in Component BTSubject. To see these fields in complaint you need to

1) Add BTSubject in component useage of BT120H_CPL
2) Add mainwindow of BTSubject in Viewarea of BT120H_CPL
3) Add Custom controller of for BTSubject in your BT120H_CPL
Use following context nodes
BTAdminH
BTOset higher level BTAdminH
BTSubject Hiher level BTOset
4) Add your custom controller in component controller.

After these steps you will be able to see subject structure in Available fields Blocks tab.

Please note if you wana see standard implementation steps then follow BT116H_SRVO. In this component both CategoryDB and BTSubject is included.

更多资料请参考:

Credit Memo 贷项凭证 & Debit Memo 借方凭证

Credit Memo and Debit Memo

Definition

Credit memo: A sales document created on the basis of a customer complaint. This reduces receivables in Financial Accounting.
Debit memo: A sales document created on the basis of a customer complaint. This increases receivables in Financial Accounting.

Use

You may need to create credit memos for various reasons (for example, because of defective goods or because you have overcharged a customer). Similarly, you may need to create a debit memo, if, for example, you have not charged the customer enough.

Credit Memo 贷项凭证,Debit Memo 借方凭证,一般是用来处理回扣、回款等问题。

总的说来,Credit memo和Debit memo是对企业向顾客已经交付的货物的价值进行调整的单据类型。举个例,如果您已经就所交付的货物向买主开具了100元的发票,可是由于货物质量的瑕疵,买主主张“货接受但必须削价10元”,如果您接受了这个主张,那您就得开具10元的Credit memo (即实际业务中的所谓“红字发票”)。总之,与原始Invoice的价值相比,增价用Debit memo,降价用Credit memo,两者都是Billing Document Type。

Credit Memo Request 和Debit Memo Request都是Sales Document Type,其原理与一般的销售订单类型并无质的区别。只是,两个Memo Request的下游Transaction都是直接参照订单创建Billing Document,而不需要有Delivery。Credit Memo Request –> Credit Memo,Debit Memo Request –> Debit Memo,这就是它们的流程。

在FICO中:

对于应收账款,给客户开发票,如果发票金额有误(多开发票),可以使用贷项凭证部分冲销,减少应收账款;
对于应付账款,录入供应商发票,如果发票金额有误(多开发票),可以使用借项凭证部分冲销,减少应付账款;

以上两种情况如果少开发票,则有两种处理方法:
1、冲销发票,重新开发票;
2、根据差额开发票。

这个概念和冲销的概念比较相似,冲销是全部冲销整个凭证,借项凭证和贷项凭证式对凭证部分冲销,更正凭证金额。

Via: NetWork

CRM订单的权限检查

CRM订单的权限检查与R/3有所增强,主要分三步走:

首先是基于角色的检查,如果用户要处理的订单是用户本人负责经手的,且具备CRM_ORD_OP授权对象的,即具备相应的订单权限,后续的其他权限检查也将忽略(比方说组织权限的检查)。判断用户为经手人的方式,是将用户->雇员(BP)作为销售代表加入订单的合作伙伴。

若第一层不通过,则进入第二层基于组织层次的检查,授权对象为CRM_ORD_LP。有别于CRM_ORD_OE只是检查内容之一,若CRM_ORD_LP通过,则同上跳过后续的地检查。检查的内容主要是否具有同级或上级组织单位的订单读写权限。

若第二层也不通过,才会进入第三层检查,那就跟R/3没什么两样的了。

另外,可以通过BADI:CRM_ORDER_AUTH_CHECK增强。

SAP Library – Process Flow of the Authorization Check in Business Transactions