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EHP3 for SAP CRM 7.0

April 2014

English

Lead Management (C30)

SAP SEDietmar-Hopp-Allee 1669190 WalldorfGermany

Test Script

SAP Best Practices Lead Management (C30): Test Script

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Contents

1 Purpose................................................................................................................................................................................................................ 5

1.1 Purpose of the Document.............................................................................................................................................................................. 5

1.2 Purpose of Lead Management...................................................................................................................................................................... 5

2 Prerequisites......................................................................................................................................................................................................... 5

2.1 System Access.............................................................................................................................................................................................. 6

2.2 Roles............................................................................................................................................................................................................. 6

2.3 Master Data, Organizational Data and Other Data........................................................................................................................................ 6

2.4 Business Conditions...................................................................................................................................................................................... 7

3 Process Overview Table....................................................................................................................................................................................... 8

4 Testing the Process Steps.................................................................................................................................................................................... 9

4.1 Create and Execute a Campaign for Lead Generation Using Campaign Wizard..........................................................................................9

4.2 Check for the Generated Leads................................................................................................................................................................... 12

4.3 Create Leads Manually................................................................................................................................................................................ 13

4.4 Qualify Leads............................................................................................................................................................................................... 15

4.5 Rule-Based Lead Distribution...................................................................................................................................................................... 18

4.6 Transfer Leads to Sales (Create Opportunity)............................................................................................................................................. 20

5 Appendix............................................................................................................................................................................................................. 23

5.1 Process Chains............................................................................................................................................................................................ 23

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Lead Management

1 Purpose

1.1 Purpose of the Document This document provides a detailed procedure for testing the scope item Lead Management after solution deployment, reflecting the predefined scope of the solution. Each process step is covered in its own section, providing the system interactions (i.e. testing steps) in table view. Steps that are not in scope of the process but are needed for testing are marked accordingly (see column Test Step). Customer-project-specific steps must be added.

Note for the customer project team: Instructions for the customer project team are highlighted in yellow and should be removed before handover to project testers. The appendix is included for internal reference, in particular to support A2O, and should also be deleted before handover to the customer, unless deemed helpful to explain the larger context.

1.2 Purpose of Lead Management To accelerate revenue, Lead Management enables lead visibility and drives the processing of leads – from first visibility, through to qualification, to the sales cycle. By addressing sales leads in a timely manner, your team can optimize its sales generation activities, increasing the sales pipeline and compiling information related to identifying and qualifying leads that it can hand over to the pipeline and sales cycle. You can use leads to provide a streamlined link between marketing and sales, which accelerates the process between first interest and sales.

2 Prerequisites

This section summarizes all prerequisites for the test in terms of system, user, master data, organizational data and other test data and business conditions.

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2.1 System Access The test should be conducted with the following system and users:

Type of Data Details

System System <Provide details on how to access system, such as system client or URL>

Standard User BP Marketing Employee User ID MKT_EMPL, password welcome

Standard User BP Marketing Manager User ID MKT_MAN, password welcome

Standard User BP Sales Employee User ID SALES_EMPL, password welcome

2.2 RolesFor non-standard users, the following roles must be assigned to the system users testing this scenario:

Business Role Business Role ID Process Step Sample data

BP Marketing Employee YBP_MKT_EMPL See Process Overview Table Richard Lion,User MKT_EMPL, password welcome

BP Marketing Manager YBP_MKT_MAN See Process Overview Table Michael Curtis,User MKT_MAN, password welcome

BP Sales Employee YBP_SLS_EMPL See Process Overview Table Michael Curtis,User SALES_EMPL, password welcome

2.3 Master Data, Organizational Data and Other DataThe organizational structure and the master data of your company were created in your system during implementation. The organizational structure reflects the structure of your company. The master data represents materials, customers, and vendors, for example, depending on the operational focus of your company.

Use your own master data to go through the test procedure. If you have installed an SAP Best Practices Baseline package, you can use the following Baseline package scenario data:

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Data Sample Value Details Comments

Prospect 1 (customer) 100009 (Customer Domestic 09)



Contact Person Frank Bauer

Product H11 (Trading Good...)

Employee Responsible

10400 (Richard Lion)

Sales Representative 10010 (Michael Curtis)

2.4 Business ConditionsBefore this scope item can be tested, the listed business conditions must be met.

Business Condition Comment

1 <ScopeItem_BusinessCondition>

2 < ScopeItem_BusinessCondition>

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3 Process Overview Table

The scope item Lead Management consists of several steps provided in the following table.

Process step Business condition Business role Expected resultsCreate and execute a Campaign for Lead Generation using Campaign Wizard

Marketing Attributes Marketing Employee Leads

Checks for the Leads created using campaign wizard

Create Leads Manually Marketing Employee Leads

Qualify Leads Lead Marketing Employee Questionnaire level

Rule-Based Lead Distribution Lead Marketing Employee Lead distributed

Transfer Leads to Sales (Create Opportunity)

Lead and appropriate workflow Sales Employee Opportunity

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4 Testing the Process Steps

This section describes test procedures for each process step that belongs to this scope item.

The test should take approximately 1 ½ to 2 hours.

4.1 Create and Execute a Campaign for Lead Generation Using Campaign WizardPurposeMarketing Campaign Wizard supports marketing professionals and sales professionals who do not create campaigns regularly and are not familiar with or do not require the full functionality of segmentation and campaign management in SAP CRM.

The campaign wizard enables users to create and execute simple campaigns through a guided, step-by-step process. The guided procedure helps users define on a step-by-step basis, all the necessary information to execute a simple campaign.

In this guided activity two major steps are performed:

A target group is created by using marketing attributes that were added for the corporate accounts.

With the newly created target group a campaign is created and executed to perform the lead generation for the accounts in the target group

ProcedureTest Step #

Test Step Name Instruction User Entries:Field Name: Value

Expected Result Pass / Fail / Comment

1 Log on Log on to the CRM WebClient as marketing employee.

The Home page appears.

2 Create Campaign Access the following activity from the navigation bar:

Marketing Create: Campaign Wizard

The Campaign Wizard screen opens.

3 Create new Target Group

On the Campaign Wizard screen under the area Start Wizard select

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Test Step #



the option Create New Target Group of Corporate Accounts.

This option is chosen because the marketing attributes are assigned to the corporate accounts as per the Configuration Guide C36 CRM Account and Contact Management

Choose Next to move to the next step in the campaign wizard.

4 Select Attributes In the Search Criteria, open the input help of the field Attributes and Values.

In the Select Marketing Attributes dialog box enter the required values.

Confirm by pressing OK.

Attribute Set: Best Practices Customer Classification (BP_CUST_CLASS)

Attribute: Club Member

Value: Yes

5 Search for Accounts

Choose Search. The Result List shows the list of Corporate Accounts based on the selected Marketing Attributes.

6 Select Accounts In the result list click select all to include all the resulted corporate accounts in the new target group. As an option you can choose the required accounts too.

By choosing Next in the wizard, guided activity will take you to the step Define Target Group.

Accounts have been selected.

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Test Step #



7 Create new Segmentation Model

Under Define Target Group choose the option Create New Segmentation Model.

8 Enter Description and Target Group

Enter Customers for Lead Creation as a description of the segmentation model.

Enter Customers for Lead Creation in the Target Group field.

Choose Next.

A new segmentation model with description Customer for Lead Creation is created.

9 Enter Details for Campaign

Under Set up Campaign enter the required data.

Campaign: e.g. C01/CL

Description: Campaign for Lead Generation

Type: General Campaign

Priority: High

Planned Start: <Current Date>

Planned End: <Today’s date +10 days>

Communication Medium: Lead Generation

10 Start Campaign Choose Next to start the campaign.

In the upcoming dialog box choose OK.

To execute the campaign immediately, choose the option

The campaign has been executed.

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Test Step #



Start Campaign Execution.

11 Check Details Make sure you enter the required values under Job Details.

Job Name: Target Group to Channel

Start: Immediately

Priority: High

12 Finish Choose Finish.

As an option you can choose the option Finish without Campaign Execution so that you can execute using the classical campaign execution method when it is required.

Upon choosing Finish, the campaign will be executed immediately, and leads will be generated for the target group.

4.2 Check for the Generated Leads PurposeIn this process step, the user can search for the leads created by executing the campaign with the campaign wizard.




1 Search Leads In the navigation bar, choose

Marketing Search: Leads

Enter the relevant search criteria

Campaign ID: <Campaign ID>

The result list shows all created leads.

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Test Step #



and choose Search.

4.3 Create Leads ManuallyPurposeSingle Leads must be created manually.




1 Open New Lead In the navigation bar, choose

Marketing Create: Lead

The Lead page opens, or a dialog box opens for selection of the transaction type.

2 Choose Transaction Type

If the dialog box Select Transaction Type appears, choose YLD: BP Lead.

You can select BP Lead.

3 Enter Details On the BP Lead: New screen, make the required entries.

Description: <any description> (for example, BP Lead 01)

Prospect: <PROSPECT1>

The prospect’s address is automatically determined.

4 Add Organizational Data

If the dialog box Organizational Data appears, choose BP_SO_CENTER.

If necessary, also select Service Organization for the respective service organization (depending on the scope of your solution).

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Test Step #



5 Add Organizational Attributes

If a dialog box for Attributes of Sales Organization appears, choose 10 Direct Sales 10 Product Division 10.

6 Check Details In the Lead Details assignment block, check for the required data.

Main Contact: <CONTACT PERSON> (automatically determined)

Employee Responsible: <EMPLOYEE RESPONSIBLE> (automatically determined)

Start Date: <today>

End Date: <today + 1 month>

Notes: <any additional information about the customer contact>

7 Save Choose Save. The system saves the Lead and assigns a unique number.

8 Assign Products In the Products assignment block, choose Edit List to add the required details.

Product: <PRODUCT>

Quantity: Enter a quantity

9 Add Partner In the Parties Involved assignment block, choose Edit List to add the required details if not automatically added.

Partner Function: Sales Representative

Name: Mr. Michael Curtis

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Test Step #



10 Save Choose Save. The system saves the Lead.

11 Create Second Lead

Enter a second Lead BP Lead 02 using <PROSPECT2>.

The system saves the Lead and assigns a unique ID.

12 Create Third Lead

Enter a third Lead BP Lead 03 using <PROSPECT3> and additionally add VIP Customers as Group in the Classification view of assignment block Lead Details.

The system saves the lead and assigns a unique ID.

Three new leads have been created manually.

4.4 Qualify LeadsPurposeLead qualification is needed to collect further information about a customer, so that it can be decided whether the lead can be converted into an opportunity.

According to the selected transaction type (in this case, BP LEAD) the assigned questionnaire will be available in the lead transaction document for further qualification by an employee.

The employee responsible can also gather information about the customer and set a qualification status manually.




1 Open Search for Leads

Access the activity choosing the following navigation option:


Search view becomes available.

2 Search Leads In the Search Criteria screen area, enter a search criterion and choose Search.

Lead Type: for example, BP Lead

In the result list, two kinds of leads are listed:

Leads that were created based on the target group as

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Test Step #



If the entry Lead Type is not visible as search criterion, you can choose it from the dropdown box.

described above

The leads created manually in the previous step.

3 Select Lead Click a description, for example: BP Lead 01.

The Lead page opens.

4 Open Lead Questionnaire

In the Assessments assignment block, select the attached questionnaire BP_LEAD_EN by choosing the Edit button.

The questionnaire opens.

5 Answer Questionnaire

Answer the questions and verify that the resulting questionnaire level is Warm in the Qualification view of the Lead Details assignment block.

Products: Notebooks

Employees: 51 – 100 employees

Units: 26 – 50 units

Timeframe: 3 to 6 months

After entering answers, the questionnaire level is Warm.

6 Save Choose Save. The system saves and creates a new version automatically for this questionnaire.

7 Go Back Choose Back. You return to the Lead page.

8 Open Account and Check Fact Sheet

To check details of account data, choose the prospect’s hyperlink. From the toolbar choose More Fact Sheet.

The Account overview page opens first; then the Fact Sheet opens when you select the menu option.

9 Go Back Choose Back twice to go back to the Lead.

You return to the Lead page.

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Test Step #



10 Edit Lead Details As a result of the prospect’s fact sheet information, the marketing employee qualifies the Lead manually.In the Lead Details assignment block choose Edit.

The Lead Details assignment block can be edited.

11 Add Lead Details Add the required details for Lead BP Lead 01.

Qualification

Qualification Level: Hot

Status

Status: In process

Classification

Priority: Very High

Origin: Trade fair

Group: Top 100 Customers

12 Save Choose Save. The Lead is saved.

13 Return to Search Leads

Choose Back until you get to the Search: Leads result list.

The Search: Leads page appears.

14 Open Second Lead

Select the second Lead BP Lead 02 from the list.

The Lead opens.

15 Edit Lead Details In the Lead Details assignment block choose Edit.

16 Add Lead Details Add the required details for Lead BP Lead 02.

Qualification


Status

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Test Step #



Status: In process

Classification

Priority: High

Origin: Trade fair

Group: New Customers

17 Save Choose Save. Based on the values you entered in the questionnaire, the system automatically determines questionnaire level (Hot, Warm or Cold) is. In addition, you can also manually enter a qualification level as well as other Lead details which may be different from the automatic value, for example, if you know the customer's selling behavior and you think that a different qualification level should be specified in this case.

4.5 Rule-Based Lead DistributionPurposeThe rule-based lead distribution serves to assign business partners to leads that match the conditions of predefined lead distribution rules.

The lead distribution can be started on a regular basis when a corresponding background job has been set up.

Here, the marketing employee creates a lead for a VIP customer which is later given the lead qualification level Hot. Therefore, the marketing manager will be assigned as employee responsible by lead distribution.

Procedure

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Test Step #



1 Open Search for Leads

Access the activity choosing the following navigation option:


Search view appears.

2 Search Leads In the Search Criteria screen area, enter a search criterion and choose Search.

If the entry Lead Type is not visible as search criterion, you can choose it from the dropdown box.

Lead Type: for example, BP Lead

The system displays Leads that match the search criteria.

3 Select Lead Click the lead description to select the previously created lead BP Lead 03.

The Lead page opens.

4 Check Employee Responsible

Note that the marketing employee (for example, Richard Lion) has been assigned to the lead as Employee Responsible by the partner determination procedure.

The marketing employee is the lead's employee responsible.

5 Edit Lead Details In the Lead Details assignment block choose Edit.

The Lead Details open for editing.

6 Add Lead Details Enter Qualification Level in the Qualification view and VIP Customers as Classification Group in assignment block Lead Details.


Classification Group:VIP Customers

7 Save Choose Save.

Now the lead matches the conditions of the distribution rule Dist_Rule_Imp.

8 Start Lead Lead distribution can either be Object Type: The Lead Distribution Job runs at

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Test Step #



Distribution Job done automatically via a batch job or can be started manually in SAP GUI transaction SE38 (Report CRM_DD_BATCH). A user with sufficient rights for report executions is required. The creation of the batch job is described in the configuration guide for this scenario (see C37 CRM Lead Management).

If you are executing the report manually, execute it with a variant that carries the values shown on the right.

BUS2000108

Transaction Type: YLD

Service Manager Profile: Y_BP_LEAD_DISTR

the scheduled time.

The marketing manager (for example, Melanie Richard) has now been assigned to the lead as Employee Responsible by the rule-based lead distribution.

If the marketing manager processes the lead and lowers the Lead Qualification to Cold, the lead distribution rule Dist_Rule_Reg will reassign the marketing employee (for example, Richard Lion) as Employee Responsible.

The lead for a VIP customer that was qualified as Hot was distributed to the marketing manager as employee responsible. As soon as the lead qualification is lowered to Cold, the marketing employee is again assigned as employee responsible by rule-based lead distribution.

9 Log off You can now log off the CRM WebClient UI as marketing employee.

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4.6 Transfer Leads to Sales (Create Opportunity)PurposeLeads must be transferred to Sales (Opportunity Management) in order to create opportunities for them.

The implemented workflow automatically generates opportunities from leads according to the following rules:

Lead is free of errors & lead qualification level = Hot & lead Priority = 1 (Very High) & Lead Group = 0001 (Top 100 Customers) Opportunity is created automatically via workflow without further information of the sales employee.

Lead is free of errors & lead qualification level = Hot & lead Priority <> 1 (Very High) & Lead Group <> 0001 (Top 100 Customers) A sales employee is informed by workflow and has to decide whether an opportunity needs to be created.

Lead qualification level <> Hot No workflow will be started, which means that an opportunity can only be created manually from the lead by the sales employee.




1 Log on Log on to the SAP CRM WebClient UI as sales employee.

Home page appears.

2 Navigate to Workflow Tasks

Access the workflow inbox choosing the following navigation option:

Home Workflow Tasks

You can see the workflow tasks.

In case no workflow task appears, check if the correct Sales Representative has been assigned to the Lead.

3 Select a Workflow Task

Choose the entry Create Opportunity from Lead for Business Partner <name> to access the workflow task.

The Workflow Task page opens and shows detailed information about the task and decision choices.

4 Observe Decision Choices

In the Decision field you can choose from different execution alternatives.

Create Opportunity

Create and Display Opportunity

Decline Lead.

Create OpportunityAn opportunity is created in the background. The lead status is set to Accepted by Sales.

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Test Step #



Create and Display OpportunityAn opportunity is created in the background, and a work item sent to you with which this opportunity is to be processed. Note that the ID of the created opportunity is only displayed in the Workflow area after navigating back and forth from the Home work center.

Decline LeadThe user who created the lead is informed that the lead was declined. The lead status is set to Rejected by Sales.

5 Execute a Workflow Decision

Select Create and Display Opportunity, and choose Execute Decision.

You can execute the decision choice.

6 Return to Workflow Tasks

Go back to the CRM WebClient homepage (Home Workflow Tasks).

A new workflow task Opportunity created for Lead is created for the processed Lead.

7 Open Workflow Task

Choose this workflow task. The newly created opportunity is listed in the assignment block Associated Objects as BP Opportunity <ID>.

8 Open the New Opportunity

Choose this opportunity for further processing of the document.

An opportunity has been created as follow-up activity supported by workflow.

If you have installed the SAP Best Practices scenario C63 - Opportunity Management, you can now proceed with the

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5 Appendix

5.1 Process ChainsThe process to be tested in this test script is part of a bigger chain of integrated processes.

5.1.1 Preceding ProcessesAs an option, you may first have completed the following business processes and conditions before you start with the testing steps:

Process Business Condition

Lean Campaign Management (C39) A number of Leads that might have been created automatically from a campaign execution (see process C39 – Lean Campaign Management) can now be qualified.This process would then start with process step Qualify Leads.

Account and Contact Management (C66) Account and Contacts created as part of process C66- Account and Contact Management will be used for target group creation in process C30 – Lead Management.

5.1.2 Succeeding ProcessesAs an option, after completing the activities in this test script, you can continue testing the following business processes:


Opportunity Management (C63) Opportunity created as part of process C30 – Lead Management, can be used for further processing in the C63 – Opportunity Management process.

Integrated ERP Order and Quotation Management (C64) Opportunity created as part of process C30 – Lead Management, can be used for further processing in the C64 – Integrated ERP Order and Quotation Management process. You would then create the quotation as a follow-up to the Opportunity.

CRM Quote and Order Management Opportunity created as part of process C30 – Lead Management, can be used for further processing in the C78 – CRM Quote and Order

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Management process. You would then create the quotation as a follow-up to the Opportunity.

Pipeline Performance Management (C67) Opportunity created as part of process C30 – Lead Management, can be analyzed in the Analyze Sales Pipeline step of process C67 – Pipeline Performance Management.

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