SAP CRM Training Academy | SAP CRM Quotation and Order Management

In SAP CRM, you can create and process inquiries related to sales, create quotations and sales order. The sales quotations are used to map business transactions in the sales area of the company.

The sales quotation is generated to ensure that a specific quantity of product will be delivered at a specific time period and at a specific price. A sales order is also considered as same that allows the customer to request a certain amount of product, or services at a certain time. A complete sales order process from fundamentals can be learnt online from SAP SD training.

The quotation processing and order management involves the following steps in a SAP CRM and ECC system:

Create Quotation − A quotation is created in the system to provide the customer. Items are added for this quotation (Performed in SAP CRM training).

Enter Product and Configure − The next step is to enter the products requested by the customer. Products can be configured for every item of the quotation (Performed in SAP CRM).

Checking Availability − Next is to check the availability of products for every item of the quotation (Performed in SAP CRM and ECC).

Pricing and Value − The next step is to add the price of each product and the value of each item (Performed in SAP CRM).

Send a Quotation − Next is to send the quotation to the customer (Performed in SAP CRM).

Features of Sales Quotation and Order Management

Creation of sales transactions and post processing: You can use the Interaction Centre, the SAP CRM Web Channel, or the CRM WebClient UI for creating sales transactions. You can also have all of these processed in the CRM WebClient UI as well. Even those transactions that have errors in them can be tracked down and saved for processing further.

Trigger for further processing: Whenever a sales order containing errors is saved, the same gets referred to SAP ERP. All the logistic processes are carried out thereafter. For example, sales order delivery will take place there.

Getting used to your business processes: When you have the transaction processes customized then it will offer you numerous settings to have the sales transaction adapted according to the business processes of your company. For example, you can enter in the details for a special transaction type while you are entering the details of the sales order in the Interaction Centre and so on.

Sales-specific functions: A number of different functions can be used in sales transactions. Some of these include product determination, the credit check, and the availability check. Besides this, you’ll have access to the special functions when you are dealing with sales orders and quotations.

Activity Management for Quotation

You can monitor the status of quotation by creating an activity. You can enter an activity for a specific time period (Performed in SAP CRM).

The following actions can be linked with the quotation in the system:

Create Appointment

Before the validity expires of the quotation, a system can be configured to raise an action for creating an appointment.

Another action is that after the quotation has been issued to the customer, an action is created to take the first feedback from the customer.

After the end of this validity period of the quotation, you can set an action to change the status to complete automatically.

Monitoring

You can also monitor the quotations that are relevant for you according to their validity

You can consider a sales order as transaction type and can be configured in to the CRM system by going through the following path.

Go to SPRO → IMG → Customer Relationship Management → Transactions → Basic Settings Define Transaction types

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SAP CRM Online Training Websites | Knowledge Management in SAP CRM

What is knowledge management?

Knowledge Management comprises of a range of practices used by organizations to identify, create, represent, and distribute knowledge. Today, many large companies have resources dedicated to Knowledge Management, often as a part of ‘Information Technology’ or ‘Human Resource Management’ departments. Content Management and e-business are inseparable. E-business infrastructures and applications must be content centric to compete.  

What is knowledge article in SAP CRM?

Knowledge Article provides the means for the computerized collection, organization, and retrieval of knowledge. It can store a wide variety of information such as:

Due to its multiple usages Knowledge Article component in SAP CRM can be used with sales, marketing, and service processes in the interaction center (IC) and CRM service management such as Service Order, Complaints, Incident Management, Problem Management and Request for Change. Learn more from SAP CRM training.

Some of its features include:

• Faster access to specific information via categorization and full text search.
• Easy integration to other CRM objects e.g. customers, products, installed bases, campaigns, opportunities, incidents and… more.
• Multilingual and multiple text authoring.
• Attachment capability and special authorization scopes.
• Open interfaces for import and export from and to existing knowledge bases.
• Automatic update/creation of knowledge base index when a knowledge article is saved.
• Creation of  knowledge articles in multiple languages
• Ability of IC Agents to search for knowledge articles so as to email them as attachments to the customers.
• Provision of knowledge article templates with prefilled details to create knowledge articles from it, without wasting time.

How knowledge article in SAP CRM is is implemented?

A knowledge base is a special kind of database for knowledge management. It provides the means for the computerized collection, organization, and retrieval of knowledge. With CRM 7.0, SAP has implemented knowledge base that would allow representatives to look for knowledge articles in the knowledge base. It would allow representatives to search for articles either by defining specific attribute search or by free text search using an information retrieval system (search engine).

As the size of the knowledge base increases due to the addition of new knowledge articles, the time taken to retrieve a desired article also increases. This is where indexes are used to reduce the retrieval time. An index is a data structure that improves the speed of operations. Indices can be created using one or more key attributes such as status, priority, customer, keywords etc. thereby, providing the basis for efficient ordering of access to records. For knowledge articles to be returned in searches, they must be compiled. The knowledge base index should therefore be updated regularly when new records are created, or existing records are changed. This enables TREX to find the relevant documents in a search. 

The Power User/ Administrator would have the access to compile the Knowledge Base Index for faster retrieval of records. The compilation of knowledge base which is currently offered is divided into the following options:

• Full Compilation: Compiles all documents. This option is recommended initially and if the index is corrupted
• Delta Compilation: Compiles all new and changed documents since the last compilation and removes deleted documents from the index. It is also provided as a batch job.
• Deletion: Delete an Index from the search engine
• Start Background Job: Schedule Delta compilations as background jobs at regular intervals
• Stop Background Job: Any queued or in-process compilation tasks can be cancelled.

In addition, the administrator would be able to view the log for the particular Index of the Knowledge Base by clicking on the corresponding Knowledge Base Index link. Compilation log is useful for an administrator because it would provide the user with different details such as errors, number of documents, inform as it would provide information regarding full compilation, delta compilation, current schedule, Index details etc.

This solution forms an important part of Customer Service and Support segment in our service management portfolio.

Where can it be implemented?

A common belief is that the Knowledge Management is primarily used for Service sector to help find a potential solution of a perspective problem, for instance: Reason for a Blue Screen error. However it can be extended for marketing and sales too. Marketing activities focuses on managing strategic partnerships and positioning the organization in a competitive market and with the aim of delivering superior values to its customers. Information regarding Market environmental factors such as market size, market share, brand loyalty, competitors, competitors, concentration of the industry, barriers to entry, market trends etc could also be maintained. With the rapid growth of sales automation (learn about sales order process from SAP SD training), many corporations have rushed to deploy systems for distributing information and documents of all kinds to their sales people. As markets and products change with accelerating pace, sales people must assimilate and apply vast amounts of current information about their markets, their competition, and the solutions they can offer to customers.

• Reduces cost per interaction by empowering the customer to help themselves
• Provides consistent and accurate information for the customer.
• Improves operational efficiency by removing agents from interactions that can be resolved using self service
• Reduces the total cost of ownership
• Greater transparency of information
• Maximize the usage of intellectual assets

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SAP Trainings Online provides best SAP training with our training learners can become expert in CRM concepts like Organization Management, Account Management, Territory Management, Product Master data, Transaction processing, Lead Management, Opportunity Management, Quotation Management, Order Management, Contract Management, Activity Management and Visit Planning.etc.

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Contact: India +91 9052775398 USA +13152825809