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Concept of CRM product master
SAP CRM provides product master for the management of products part of different business processes in your organization
In terms of SAP CRM, Products are goods that are the object of your company’s business activities. Products can be tangible, such as a PC, or intangible, such as services like PC maintenance
SAP CRM Product master can be used to maintain and retrieve all information on the products that your organization purchases or sells
It works same across all processes involved in the three modules of SAP CRM, i.e., sales, service and marketing
The role selected to access the Product master within CRM UI determines the product types that can be maintained by current user
SAP CRM supports up to six different types of product
Following are the SAP standard Product Types:
Material
Services
Warranties
Financing
IP
Out of these product types IP and Financing are industry specific
Example of products:
SAP CRM supports synchronization of ERP material master data with CRM Product master
ERP material master consists of various data and views. Some of these views cannot be processed in CRM. In general, only General data, Basic data and Sales-specific data can be transferred to the CRM system
Also, minimum changes can be made within CRM if product data is transferred from ERP to CRM
SAP CRM provides functionality to maintain relationship between products. For example, for an available product we can have service parts, accessories or services, etc. These relationships can used in the Product Proposal functionality
Following are examples of available relationship types that can be maintained in the CRM system:
Components
Services
Service Parts
Competitors
Accessories
SAP CRM also provides functionality to maintain a product as configurable
In this case, the product contains variants (can considered as variables) which can hold the value assigned during the product configuration. For example, for an product “Monitor”, we can have a variant for “Screen Size” where we can assign value for the size of screen during the product configuration
Customizing settings related to the product configuration are maintained in the SPRO settings
The product configuration application in SAP CRM has a Java based front-end. This application is called as Internet Pricing and Configurator. It is also involved in configuring the pricing for the products in the SAP CRM system
SAP CRM provides functionality to link this IPC Application with the product master. Thus, for a configurable product, we can call IPC Application from the CRM Web UI
Product Master can also be maintained with SAP GUI using following transactions:
COMMPR01 – Product Master
COMM_HIERARCHY – To maintain hierarchies and categories
COMM_SETTYPE – To maintainSet Types and Attributes
Hierarchies, Categories, Set Types and Attributes
SAP CRM enables structuring of Products with the help of Categories and Hierarchies maintained as part of the SAP CRM Product Master
There are 3 main predefined Hierarchies in SAP CRM system
R3MATCLASS
R3PRODHIER
R3PRODSTYP
Custom Hierarchies can also be created within SAP CRM as per the requirements in the business scenario. Similarly, we can create custom Categories for the Product Master
Categories can be arranged in a tree form such that one category contains other categories
In order to maintain properties, Set Types are used within the Categories
In the Category tree, one Category inherits the Set Types from higher level categories
Set Type can be assigned more than one category within a Hierarchy but only within the same Hierarchy. That is, Set Types cannot be assigned to different Product Hierarchies
Thus, within SAP CRM arrangement or collection of the Set Types are created to maintain specific data related to Products. Along with this, we can also maintain relationship types within the Categories
SAP delivers standard Set Types for data necessary for the business transactions
Also, it is possible to create custom Set Types as per the requirement in a business scenario. These Set Types are assigned attributes which actually store the value
Following constitute definition of an attribute:
Attribute Type
Attribute Length
Range Value
Thus a Set Type is a collection of attributes and can be assigned in the product master to a category and hierarchy.
It is not possible to change the description of a Set Type that is assigned to a Product Category. Also, CRM system does not allow to delete the Set Types that are assigned to Product Category. A category or hierarchy contains properties represented by the collection of Set Types assigned to it and inherited from the higher levels. For example following is an example of categories and set types:
Product Hierarchy, Category and Set Types
In this, highest level category is maintained as “High Tech” and “Set 1” is assigned as a Set Type
Next level categories will inherit this Set Type (Set 1) and can also have its own Set Types assigned for additional data
Products can be assigned to any of these Categories. Products assigned to a Category get attributes from the available Set Types, i.e. Set Types of current Category and its higher level categories
Thus in abovefigure , following will be the Set Types available for Product “Standard PC”:
Set 1
Set 3
Set 5
Products in Web UI
Product Master in SAP CRM is integrated with the CRM Web UI. Thus, depending upon the role used to log in to the CRM application a user can perform creation, modification and deletion for Product Master within CRM Web UI
Following figure shows the Search page for the Products
In the Product Details assignment block we can see the general data maintained for the Product
Mainly this includes:
the base unit of the product
status of the Product
Base Category
Checkbox which indicates if the product is configurable
There is a separate assignment block to maintain the categories relevant for the product:
Also there are generic assignment blocks like attachment available for product
Assignment Blocks in the Product Overview Page
We can also maintain categories and hierarchies within the CRM Web UI:
Hierarchy Details:
In this assignment block header detail related to the hierarchy is maintained
Categories:
Categories assigned to the Hierarchy can be seen in this Assignment Block
This is maintained in a tree structure as we have seen in the previous section
For each type assigned we can define the Product Type
Also we can maintain Object Family for each category
An object is a globally unique object that an organization can sell or provides services for
It can be tangible or intangible object
Object family is another criteria to group product
Assigned Set Types:
In this assignment block, Set Types can be assigned
Set Types from the above level category are inherited automatically
Inherited Set Types are disabled in this assignment block
Product Hierarchy with Categories and Set Types assigned
For selected Category for example “Desktop” in above screenshot, there are further assignment blocks in the Hierarchy Overview page as shown below Also we can maintain Relationship Types for the selected Category:
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