Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Marketing
Brand Targets
Brand Plan
Sales
Sales Targets
Claims Management
Logistics
Demand Plan
Production Plan
Financials
Investment Plan
Funds Management
Claims Management
Inputs
Brand Plan Category Plan Marketing Calendar Historical Analysis
CRM
Claims Management
Funds Management
Funds Management
Process Overview:
1. Headquarter Planning
Consensus Plan Sales Budgeting Schedule Creation
2. Account Planning
Pre-analysis Event Planning Promotion Planning
Process Overview:
1. Headquarter Planning
Consensus Plan Sales Budgeting Schedule Creation
Budget
2. Account Planning
Pre-analysis Event Planning Promotion Planning
Process Overview:
1. Headquarter Planning
Consensus Plan Sales Budgeting Schedule Creation
2. Account Planning
Pre-analysis Event Planning Promotion Planning
Prepayments
Schedule Payments
Trade Claims Management
Current Solution
Process Overview:
1. Headquarter Planning
Consensus Plan Sales Budgeting Schedule Creation
Budget
2. Account Planning
Pre-analysis Event Planning Promotion Planning
Trade Funds Management (TFM) is a CRM based application that enables you to set up and manage fund programs and funds, thus allowing to plan and track how you spend your money for trade. TFM is integrated into: TPM Trade Promotion Planning MDF Market Development Fund Initiatives CRM Claims Management SAP NetWeaver Business Intelligence ERP Financials (CO-PA, Accruals) APIs to integrate external business planning and forecasting tools
Funds Management
Multi-dimensional set-up of discretionary budgets with the framework to support performance-based live accruals Definition of fund plans Manual set-up and allocation in CRM Import from external planning and forecasting tools like SAP BPS Detailed tracking and auditing of all funds transactions Sarbanes-Oxley and FASB accounting standard compliant Full visibility into planned, committed, accrued, settled, paid, etc. values Fund checkbook view for accounts, categories and organization units Full budget check capabilities for planning and settlements Full checkbook capabilities Full financial accrual management capabilities The accrual management allows detailed bottom-up accrual calculations based on promotions or fund budgets, and triggers them in ERP FI/CO
Fund Type
A fund type defines: Fund category (e.g. fix/variable) Whether budget is accrued and how it is accrued Calculation frequency Calculation method Accrual Base All funds that are tied to a certain fund type will follow the pre-defined rules of that fund type Fund types are set-up for different purposes to separately track budgets within the Funds Management process. Examples for fund types are: Audio/Video, Base, Travel Bill back, Display, Off-Invoice
Expense Type is a categorization according to the purpose, e.g. Displays Advertising Shelf space Assignment Expense Type to Fund Type done in IMG
Fund attribute matches the fund attribute assigned to the fund type.
Territory check
Funds Plan
Trade Promotion
Trade Spends
Product
Funds Plan group funds for a fiscal year Funds Plan is an attribute for a TP and this attribute is later used in Fund Determination Funds plan for a TP can be either:
Determined
BAdI:
Default implementation to use Currency and Sales Area Default Funds Plan if unique
Fund
Fund
Trade Spends
Product
Fund
Fund
The level at which funds are associated on a promotion is driven by how the funds are setup Brand specific Trade Spend specific
Customizing Setting: Fund Association Level Promotion Type Price Reduction Scan Based Fund Association Level Trade Spend Product
When a Promotion is created, the system looks up the customizing setting to determine the fund association level UI will be dynamic and display fund information only at the appropriate level - Ex: If Fund Association Level is Product, then user will not see any fund information at the Trade Spend level. Default is Trade Spend level if customizing setting is not maintained Funds can be associated at only one level (exception discussed in Fund Usages)
New Fund Field on Product Group, Product, Product Category, Product Segment Assignment blocks. In Edit mode for the assignment block, F4 Value for this field will invoke the fund determination procedure
New Fund Field on planning assignment block In Edit mode for the assignment block, F4 Value for this field will invoke the fund determination procedure
Billback Event Related Off-Invoice Star Cookies Gatorade Sport F1 F3 F4 Star Chocolates Gatorade Energy F1 Star Chips Tropicana OJ F2 F5
A new assignment block on the trade promotion overview page. Editable only if Fund Association Level is set to Trade Spend Product The cells where Fund information is visible is editable. Fund determination is fired whenever Value Help is accessed Expense Types are displayed as columns instead of Trade Spends
Key Account Managers can associate funds manually at the appropriate level
F4 Value help for funds will display a result based on fund determination
Funds association can be automated as well when trade promotion status is set to Released
When Fund Determination is invoked via Automation: The system determines the funds at the intersection level - Errors if fund cannot be determined Looks up the Fund Association Level customizing setting to associate funds at the appropriate level
Billback Event Related Off-Invoice Star Cookies Gatorade Sport F1 F3 F4 Star Chocolates Gatorade Energy F1 Star Chips Tropicana OJ F2 F5
Invoke the complete Fund Determination procedure for each of the cells
Funds Plan
A framework for the funds set-up defines fundamentals like: validity period currency and others attributes that all funds have in common
Funds Plan
Create Funds Plans Manually or by copying of existing Funds Plan For different areas and purposes
Fund
Funds
Available for a specific reason during a specific planning period, e.g. Kroger Star Cookies
Fund
Fund Attributes section will dynamically show only those attributes which are required for the Fund Type selected above.
A Finance personnel creates a funds plan. Funds Plans may also be created via an external application
User can add additional information, e.g. maintain notes, attach documents, assign involved parties, select sales area
Release
Closed
Archive
Archived
Create Fund
A Finance personnel creates a fund Funds may also be created via an external application
User can add additional information, e.g. maintain notes, attach documents, assign involved parties, select sales area
Fund Status
Finance personnel changes the status to Released in order to make the funds available for consumption.
Fund Status
New Initial status when a fund is created. You cannot post any budget yet. All fields are still modifiable and you can still delete the fund. Preliminary You can switch a fund from status [New] to [Preliminary], to start setting up budgets. Fund is not yet consumable. You cannot delete it any more, but need to cancel it instead. Preliminary funds are not active for accruals yet. Released Once a fund is released, all transactions are allowed you can prepay, plan, accrue and settle from the fund. Note that you can cancel a fund only after you have zeroed out the budget. Accruing funds are now active for the accrual process.
Fund Status
Locked A released fund can be locked at any time, to temporarily disallow budget changes and budget consumptions. Accrual processes continue, and fund usages for locked funds can still be closed. The fund can be released again by reactivating it. Cancelled A preliminary fund, which for some reason is not to be released, can be canceled. When the fund was released before, you need to manually set the budget to zero before. The fund can be reused by reactivating it (set status to Preliminary). Closed Funds are closed at the end of their life cycle. This can be a manual or automated process. As part of standard, there will be no automatic process to close funds.
Budget
A budget can be either allocated or accrued on any level in the hierarchy (customer, product, and marketing organization) or combinations of these. Budget Postings are used to create or change budgets in the funds Budget Updates are used to deposit or withdraw budget from a fund, initially or at a later point in time. With Budget Transfers budget can be distributed between different funds.
First line item is defaulted if budget posting has been created from the fund overview page
Available Columns (in Personalization) - Funds Plan ID - Funds Plan Description - Accrual Balance - Approved Claim - Available-to-Spend - Chargeback Balance - Expensed - Expired - Pending Budget - Prepaid Balance - Prereserved - Remaining Cash - Reserved - Settled
User can add additional information, e.g. maintain notes, attach documents, assign involved parties, select sales area
As seen on previous slide showing the Budget Update, the amount of the Budget Posting line item matches the amount on the Funds Plan Overview. Budget can be visualized in the Fund Checkbook as well, as seen in the next slide
Star Chips
Funds Checkbook
Checkbook An overview of all the key figures that are calculated based on the value categories maintained for a fund A financial report that rolls-up all of the value categories at a certain level
Write-Off Prepaid
Write-Off Settlement
Available Columns (in Personalization) - Budget -Funds Plan ID - Funds Plan Description - Transfer % - Expired - Approved Claim - Available-to-Spend - Chargeback Balance - Expensed - Pending Bdgt Reduct. - Prepaid Balance -Prereserved -Remaining Cash - Reserved - Settled - Written Off - Accrual Balance
Fund Postings
All value flows are captured in Fund Postings, like e.g. changes to budgets, planned and reserved values, prepay and accrual balances, and expensed and settled amounts Changes to budgets, fund usages or actuals are captured in Fund Postings, producing a line item based audit trail like in a financial system.
$ +100.000 Budget Update $ - 15.000 Trade Promotion, Spend Type Billback -> Budget reserved $ $ $ - 10.000 Prepayment - 5.000 Direct Payment + 20.000 Chargeback
Available Columns (in Personalization) - Transaction Amount - Transaction Currency - Budget Expiration Date - Account - Account Hierarchy Node - Fund Usage Type - Distribution Channel - Division - Expense Type - Fund Type - Fund Usage Description - Fund Usage ID - Product - Product Group - Territory - Service Organization
Tracks the movement of money (value) in various processes Budget transfers and update Budget reservations Prepayments Accruals Claims Settlements Chargeback Write-off
Claim submission Settlement Budget update Trade planning
Accrual run
Prepayments
Business Process
Budget Update (F1)
Setup TP & approve (TPM1)
Route for
Approval
Approved
Claim
Claim Settled
F1
Budget
Fund Usage Value Categories
Prereserved
Reserved
Open Claim
Pending Claim
Approved Claim
Release to Settle
Settled
TPM1
Fund Usage
Fund usages are used in Funds Management to reserve parts of fund budgets. All fund consumptions are represented in the system by fund usages. The funds can be reserved for: Claims Settlements Prepayments Direct Payments Reservations Chargebacks Fund usages contain accrual information, such as the accrual profile, accrual dates, and the current accrual balance.
Fund Usage
Fund Usage is the consumption of a Fund through: Trade Promotion MDF initiatives (reservations)
Fund Usages can be claimed against, accrued and closed after the last claim is made to return unconsumed budget and accruals.
Fund Usages
Trade Promotion TP1: Gro4U Miami, 2007-09-01 to 2007-09-30 Product Price Reduction $1.25 / case $1.75 / case Planned Scan Volume 10,000 cases 10,000 cases Spend type Billback $12,500 $17,500 Fund
Chips Cookies
Fund 1 Fund 2
Budget: $200K, Reserved: $17,500, Budget:$200K, Reserved: $17,500, Budget: $200K, Reserved: $0, Settled:$16K Settled: $0 Settled: $0
Fund Usages
Chips Cookies
Planning Grid
Fund Usages
Fund F2 F3 F2
Fund Usages Fund Usage 1 C u s to m e r Expense Typ e R e f O b je c t Fund F1 F1 K ro g e r O tta w a E v e n t R e la t e d TP1 (s) P ro d u ct G a t S p o rt G a t E n e rg y Am ount $ 1 ,0 0 0 $ 2 ,0 0 0
F u n d U s a g e 1 Item
Fund Usage 2 C u s to m e r Expense Typ e R e f O b je c t Fund F2 F3 F2 K ro g e r O tta w a B illb a c k TP1 (s) P ro d u ct G at S p ort T r o p ic a n a O J G a t E n e rg y Am ount $ 2 ,4 0 0 $ 4 ,0 0 0 $ 3 ,1 0 0
F u n d U s a g e 2 Item
Fund F2 F3 F2
F un d U sage 1 C u s to m e r E xp e n se T yp e R e f O b je c t
Fun d U sage 1 C u s to m e r E xp e n se Ty p e
K ro g e r O tta w a E v e n t R e la t e d TP1
K ro g e r O tta w a E v e n t R e la t e d
Am ount
R e f O b sag P ) F u n d U j e c te 1 I t e m T( s1 F u n d F u n d e 1 I t e m P rs ) u c t U sag ( od F u1 d F n F1 F1
F un d U sage e 2 Fun d U sag 2 C u s too m e r C u s t m er E xp e n se T yp e R e f O b je c t
PG a tdS pc t t ro u or G a t oE n e re y G at ra d g
A m$o u n t 1 ,0 0 0 $ 3$, 2 ,0 0 0 0 00
E xp e n se Ty p e R e f O b je c t
KK o o e r O t t a wa w a r r gg e r O tt a B illb a c k TP1
B i ll b a c k TP1
F u n d U sa g e 2 I te m (s ) F2
F u n d U s a g e 2 I te m (s ) Fund
Fund
F3 F2
F2 F3
T p ier n G arto E n c ag ya
TGo p ic a a a e J r a to r nd O
G a t S p o rt
Prod uct
P rod u ct
A m o $ 2n 4 0 0 u ,t $ 5 ,4 , 0 0 0 $ 500 $ 4 ,3 , 0 0 0 $ 010
Am ount
Some customers have large number of products on a promotion which could lead to an explosion in the number of fund usage items A customizing setting can aggregate generation of fund usages to the Budget level Fund Usage Generation Level: Budgeting Planning
Usages are generated in specific value categories Ability to turn off generation for Pre-reserved value category Invocation of Generate Usages service via push button or execution in batch mode Invoked when the status (relevant based on the above customizing setting) of the promotion changes Detects if usages already exist and make updates in such a case Invokes the Assign Funds service, if funds are not associated at the intersection level Invokes Availability check at Aggregate level to ensure budget is available - Errors if promotion is in released status (or is being released) and sufficient budget is not available Creates usages for all expense types or none (if usage for an expense type cannot be created)
Created
Approve
Consistency Checks?
Trade Promotion Header Planning Node Funds Plan Kroeger Toronto TPM 2007 Planning Details Product/Prod Cat Gat Sport Spend Type ER Display Vol Cost Amount Fund $4,000 F2
Released
Finalize
Finalized
Archive
3. Generate warning message if funds are not available (Application specific) 4. Generate funds posting to update the prereserved value category 5. Check Availability at aggregate level and generate appropriate warning messages
Archived
Created
Approve
Consistency Checks?
Trade Promotion Header Planning Node Funds Plan Kroeger Toronto TPM 2007 Planning Details Product/Prod Cat Gat Sport Spend Type ER Display Vol Cost Fund Amount $4,000 F2
Released
Success
1. Confirm if Funds are associated at the intersection level (Run Fund Determination in case Funds are not assigned)
Finalized
Archive
4. Generate funds posting to release value from the prereserved category and add the amount to the reserved value category
Billback
Fund F2 F3 F2
Aggregate level Check: Can the following request be supported against each of the funds?
Requested Amount $3,000 ($1,000 for Gat Sport and $2,000 for Gat Energy) $5,500 $4,000
Fund F1
F2 F3
Fund Availability
Fund availability balances the supply and demand for money is ensured trough AVC
Each time usages are generated, the check is invoked to ensure funds are available Out-of-the-box, the system will raise an error if AVC fails in Released status (or during transition to Released status) - Warning in the event of AVC failure in Approved status Customers have the ability to override how AVC should be handled The system behaviour when AVC fails is controlled by the AVC profile The profile determines - The formula for AVC - Failure response Error or Warning - Tolerance levels
System derives Accrual Profile during usage generation Effective dates on trade spends are leveraged to determine the Accrual Start and End Dates on the usages BAdI support to override the application behaviour to determine Accrual Profile
C u s to m e r E x p e n s e A c c r u a l P r o f ile A c c ru a l S ta rt A c c ru a l E n d R e f O b je c t F u n d U s a g e F u n d F 1
F 1 F u n d U s a g e T y p e
C u s to m e r E x p e n s e A c c r u a l P r o f ile A c c ru a l S ta rt A c c ru a l E n d R e f O b je c t
F u n d F 2 F 3 F 2
U s a g e F u n d
Fund Determination I
Fund determination is based on the evaluation of certain determination rules that are defined in the fund determination profiles in Customizing. Fund determination varies from one scenario to another. For each fund determination profile, you can make settings for:
Org. Data (Organizational Data) Terr. Hier. (Territory Hierarchy) Acc. Hier. (Account Hierarchy) Prod. Hier. (Product Hierarchy)
Trade Promotion
Fund
Fund
Trade Spends
Product
Fund
Fund
Not applied in Fund Not applied in Fund Not applied in Fund Determination Determination Determination
Start
7. If the filter is a unique match create a link between line and the fund
End
Service action
7. If the filter is a unique match create a link between line and the fund
End
Fund F1 Name Customer Product Budget Fund F4 Name Customer Product Budget F4 Kroger Tropicana $150,000 Fund Type Billbacks F1 Kroger Gatorade $100,000 Fund Type Billbacks
Fund F2 Name Customer Budget F2 Kroger Ontario $50,000 Fund Type Event Related (Fix)
Fund F3 Name Customer Budget F3 Kroger $200,000 Fund Type Event Related (Fix)
Customer Hierarchy Kroger Kroger Ontario Kroger Toronto Kroger Ottawa Kroger Quebec Kroger Montreal Kroger BC Kroger Vancouver Kroger Victoria
Product Hierarchy Gatorade Gatorade Drinks Gat Sport Gat Sport 20Oz 1Pk Gat Sport 10Oz 1Pk Gat Sport 30Oz 1Pk Gat Energy Tropicana Tropicana Citrus Tropicana OJ Tropicana Lemon Tropicana Sweet Tropicana Mango
Fund F5 Name Customer Product Budget F5 Kroger Tropicana $75,000 Fund Type Slots
Fund F6 Name Customer Product Budget F6 Kroger Toronto Tropicana $25,000 Fund Type Billbacks
Trade Promotion Header Customer Node Planning Basis Funds Plan Kroger Toronto Product and Product Category TPM 2007 Planning Details Product/Prod Cat Gat Sport Spend Type BB Ship Vol 10,000 Cost $1 Amount $10,000
BB Scan Billbacks
Start
End
End
Fund F1 Name Customer Product Budget Fund F4 Name Customer Product Budget F4 Kroger Tropicana $150,000 Fund Type Billbacks F1 Kroger Gatorade $100,000 Fund Type Billbacks
Fund F2 Name Customer Budget F2 Kroger Ontario $50,000 Fund Type Event Related (Fix)
Fund F3 Name Customer Budget F3 Kroger $200,000 Fund Type Event Related (Fix)
Customer Hierarchy Kroger Kroger Ontario Kroger Toronto Kroger Ottawa Kroger Quebec Kroger Montreal Kroger BC Kroger Vancouver Kroger Victoria
Product Hierarchy Gatorade Gatorade Drinks Gat Sport Gat Sport 20Oz 1Pk Gat Sport 10Oz 1Pk Gat Sport 30Oz 1Pk Gat Energy Tropicana Tropicana Citrus Tropicana OJ Tropicana Lemon Tropicana Sweet Tropicana Mango
Fund F5 Name Customer Product Budget F5 Kroger Tropicana Fund Type Slots
Fund F6 Name Customer F6 Kroger Toronto Fund Type Billbacks Product Fund Name Fund Tropicana Description $75,000 Budget $25,000 F2 Events for Kroger Ontario
Budget Reserved Claimed Settled Prepaid $50,000 $1,000 $500 $500 $200,000 $166,000 $150,000 $150,000
$0
F3
$34,000
TPM 2007-2 F5 F6
BB Scan Billbacks
Trade Promotion Header Customer Node Kroger Toronto Planning Basis Product and Product Category Funds Plan TPM 2007 Planning Details Product/Prod Cat Spend Type Gat Sport ER Display
Vol
Cost
Amount $8,000
Terminology
Trade Spends Combination of Spend Type, Spend Method and Spend Category leveraged for a trade promotion Intersection Level Planning at the Trade Spend Product level. Uplift, unit costs, etc. are specified at this level Planning Sheet The VTS grid that captures the spending at the Trade Spend Product level
Event Related F3
OffInvoice F4
F5
Intersection Level
Other application
Expense Type
Expense Type BB OI
FM Services
Every promotion uses a fund determination profile Promotion Type Fund determination Profile Fund determination profile to adjust the different filter values
Parameter
Organizational Data
Value
Ignore Direct match Hierarchical match
Territory Hierarchy
(Note: the calling application will pass which account hierarchy to traverse and the date to be used for hierarchy traversal)
Ignore Direct match Hierarchical match Direct match Direct match or attribute not specified All levels in Hierarchy All levels in Hierarchy or attribute not specified Ignore
Account Hierarchy
(Note: the calling application will pass which account hierarchy to traverse and the date to be used for hierarchy traversal)
Product Hierarchy
Direct match Direct match or attribute not specified All levels in Hierarchy All levels in Hierarchy or attribute not specified Ignore
Funds Type
0
Expense Type
Trade Spend
Spend Type Spend Category Spend Method Expense Type
Rebate Discount
BB OI
Customer Hierarchy
Kroger Canada
Kroger Mexico
Kroger US
Kroger ON
Kroger BC
Kroger SE
Kroger NE
Product Hierarchy
Beverages
Gatorade
Tropicana
TP
Gat Energy Tropicana Citrus Tropicana Sweet
Tropicana OJ
Tropicana Lemon
Tropicana Mango
OffInvoice
Trade Spends
Kroger
Customer Hierarchy
Kroger Canada
Kroger Mexico
Kroger US
Kroger ON
Kroger BC
Kroger SE
Kroger NE
Product Hierarchy
Beverages
TP
Tropicana Sweet
Gat Energy
Tropicana Citrus
Tropicana OJ
Tropicana Lemon
Tropicana Mango
Promotion: 2 for $4 Customer: Kroger NE Spends: Billback Event Related Products: Gat Energy Tropicana Citrus
OffInvoice
Trade Spends
Accruals
Reserved budgets in Funds Management are accrued to ensure that expenses are posted in the fiscal period(s) they occur.
Load Accrual Reference Data Search and Display Accrual Reference Data Calculate Accruals Search, Display and Edit Accruals Post Accruals Accrual Reversal
Process Overview
CRM Trade Promotion Management CRM Funds Management ERP Financials
Funds Plan
Fund determination
Trade Promotion Validity period Customer Product(s) Trade spend(s) Planned cost
Creation/Updating
Fund Usage Header Trade Promotion Expense Type Items Fund Product Amounts (in FM docs) Expenses
Accrual Run
Accruals
Transfer
Accruals
Fund Type
Accrual Profile
Accrual Method Reference Data
BI- BPS
Info Cube
Selects relevant Fund Usages Calculates Expected Expenses Posts data to staging area Can be started in test mode
ODS
API EXTRACTOR
Expected Expenses
$ 10000 $ 2000
ERP Financials
Transfer to Accounting
Account Determination (Spend Type G/L Account) SalesOrg CompanyCode Trigger GL- Posting
Expected Expenses
Builds Fund Postings and updates fund usages Triggers Account Determination Extracts data to BI Assuming settlements have come in for F2 and F3
Any remaining accruals for the fund usage are released, difference between the reserved amount and the total settled amount per fund is captured as variance for this fund usage.
Budget: $200K, Available: $184K, Budget: $200K, Available: $182,500, Budget:$200K, Available: $182,500, Reserved: $17,500, Settled: $16K Reserved:$0, Settled: $16K Reserved: $17,500, Settled: $0
Fund Usages
Appendix
Integrated Overview
Full integration of TPM includes AOP/ Forecast and APO/ Demand Planning
Periodic Trade Spend Expense (non event-based) Prelim Funds
Funds
Accruals
AOP/ FORECAST
Forecasted Volume
TFM
Commitments
Baseline
Promoted Commitments
Claims/ Settlements
Budget Availability
TPM
Promotions
TCM
CRM 2007
Create and save Trade Promotion (Marketing Planner)
SCM
uplift
ERP
SD
Total forecast
(incremental sales volume)
plan data
actual data
BI
Plan/Actual InfoCube
Actual InfoCube
Strategy
Execution
Evaluation
Direct mail
Bus Strategy & Planning Target Setting (Vol,$) Channel & Cust. Strategy Funding Allocation
Marketing Calendar Promotion Guidelines Volume Planning Fund Management Portfolio Planning Objective Management Territory Management Campaign Planning
Portfolio Management NPDI Promotion Simulation TPM Account Plan Development Visit Planning
Category Management Marketing Dev Funds Claim Management Accruals Management Customer Management Pricing & Contracts Retail Execution Campaign Execution
Media Planning
Creative Content
Call center
Sales Planning
Fund ReAllocation Funds Checkbook Prepayments Promotion sell in Promotion Validation Interactive Offers
Deduction Validation
Web / e-mail
Chargebacks Year End Rebate Expense Reporting Order Management Complaints & Returns
One view of Financials Field Sales Monitoring Third Party Data Response Rates Consumer Insights
Account
KPI Planning Customer Segmentation Terms of Trade Consumer Segmentation
Field sales
Partners
Consumer
Branch / stores
Analytics
Further information
SAP CRM - Roll-Out Map https://portal.wdf.sap.corp/go/crm-rollout-map SAP CRM - Ramp-Up Knowledge Transfer (RKT) http://service.sap.com/rkt-crm SAP CRM Demo Portal http://crmportal.wdf.sap.corp:1080 SAP CRM WiKi https://wiki.wdf.sap.corp/display/SAPCRMHub/Home SAP CRM - Help Portal http://help.sap.com/crm SAP Public Web http://www.sap.com/crm
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