... Foreword ... 17
... Preface ... 19
... Who Is This Book For? ... 19
... How This Book Is Organized ... 19
... Conclusion ... 22
1 ... Getting Started with SAP Sales Cloud ... 23
1.1 ... Customer Relationship Management: Past, Present, and Future ... 23
1.2 ... Introducing SAP C/4HANA and SAP Sales Cloud ... 26
1.3 ... Technical Considerations ... 28
1.4 ... Project Considerations ... 33
1.5 ... Summary ... 38
2 ... Scoping SAP Sales Cloud ... 39
2.1 ... SAP Sales Cloud Solution Overview ... 39
2.2 ... Scoping a Sales Solution ... 41
2.3 ... Account and Activity Management ... 44
2.4 ... Products and Service Portfolio for Sales ... 50
2.5 ... New Business ... 50
2.6 ... Lead Management ... 55
2.7 ... Summary ... 57
3 ... Organization Management ... 59
3.1 ... Organization Management Process ... 59
3.2 ... Creating and Processing Organizations ... 61
3.3 ... Configuring Organizations ... 69
3.4 ... Summary ... 73
4 ... Account and Contact Management ... 75
4.1 ... Creating Accounts and Contacts ... 75
4.2 ... Account and Contact Details ... 83
4.3 ... Configuring Accounts and Contacts ... 93
4.4 ... Summary ... 100
5 ... Territory Management ... 101
5.1 ... Territory Management Process ... 101
5.2 ... Creating and Processing Territories ... 104
5.3 ... Configuring Territory Management ... 120
5.4 ... Summary ... 124
6 ... Lead Management ... 125
6.1 ... Lead Management Process ... 126
6.2 ... Creating and Processing Leads ... 130
6.3 ... Configuring Lead Management ... 147
6.4 ... Summary ... 167
7 ... Opportunity Management ... 169
7.1 ... Opportunity Management Process ... 170
7.2 ... Creating and Processing Opportunities ... 176
7.3 ... Configuring Opportunities ... 192
7.4 ... Summary ... 213
8 ... Activity Management ... 215
8.1 ... Activity Management Process ... 216
8.2 ... Creating and Processing Activities ... 221
8.3 ... Configuring Activities ... 247
8.4 ... Summary ... 256
9 ... Partner Channel Management ... 257
9.1 ... Partner Registration Process ... 257
9.2 ... Partner Portal ... 261
9.3 ... Deal Registration ... 263
9.4 ... SAP Jam as a Collaboration Platform ... 266
9.5 ... Partner Contact Direct Access ... 267
9.6 ... Configuring Partner Channel Management ... 268
9.7 ... Summary ... 270
10 ... Quotation Management ... 271
10.1 ... Quote Management Process ... 272
10.2 ... Creating and Processing Quotes ... 274
10.3 ... Configuring Quotes ... 288
10.4 ... Integration with SAP ERP ... 299
10.5 ... Pricing in Quotes ... 301
10.6 ... Summary ... 302
11 ... Order Management ... 303
11.1 ... Order Management Process ... 303
11.2 ... Creating and Processing Orders ... 305
11.3 ... Configuring Orders ... 314
11.4 ... Integration with SAP ERP ... 322
11.5 ... Pricing in Orders ... 327
11.6 ... Summary ... 330
12 ... Visit Planning and Execution ... 331
12.1 ... The Visit Process ... 331
12.2 ... Planning and Executing Visits ... 333
12.3 ... Retail Execution ... 344
12.4 ... Configuring Visits ... 350
12.5 ... Summary ... 352
13 ... Sales Planning and Forecasting ... 353
13.1 ... Sales Planning and Forecasting Process ... 353
13.2 ... Planning and Forecasting Sales ... 356
13.3 ... Configuring Sales Planning and Forecasting ... 369
13.4 ... Summary ... 370
14 ... Account 360 and Sales Intelligence ... 371
14.1 ... Account 360 ... 371
14.2 ... ERP Cockpit ... 381
14.3 ... ERP Customer Factsheet ... 384
14.4 ... Summary ... 386
15 ... Sales Reports and Dashboards ... 387
15.1 ... Standard Reports ... 387
15.2 ... Custom Reports ... 394
15.3 ... Dashboards ... 398
15.4 ... Summary ... 405
16 ... Integration ... 407
16.1 ... Introduction to SAP Cloud for Customer Integration ... 407
16.2 ... Integrating with SAP ERP ... 411
16.3 ... Integrating with SAP CRM ... 421
16.4 ... Integrating with SAP Business Warehouse ... 424
16.5 ... Integrating with Microsoft Outlook ... 429
16.6 ... Integrating with Lotus Notes ... 437
16.7 ... Summary ... 437
17 ... Data Migration and Replication ... 439
17.1 ... Configuring Data Migration and Maintenance ... 439
17.2 ... Uploading Data ... 448
17.3 ... Maintaining Mass Data ... 450
17.4 ... Migrating Employee Data ... 453
17.5 ... Migrating Products ... 455
17.6 ... Migrating Account Hierarchies ... 457
17.7 ... Uploading Territories ... 458
17.8 ... Data Workbench ... 459
17.9 ... Summary ... 468
18 ... Personalization and Extensions ... 469
18.1 ... End-User Personalization ... 469
18.2 ... Adapting User Interfaces ... 473
18.3 ... Extension Fields ... 482
18.4 ... Page Layout ... 483
18.5 ... Code Lists Restrictions ... 484
18.6 ... Custom Forms ... 487
18.7 ... Custom Business Objects ... 490
18.8 ... Smartphone Layout ... 492
18.9 ... Adjusting Sections within Item Details ... 493
18.10 ... Summary ... 496
A ... Machine Learning in SAP Sales Cloud ... 497
A.1 ... Deal Intelligence ... 498
A.2 ... Lead Intelligence ... 499
A.3 ... Account Intelligence ... 499
B ... The Authors ... 501
... Index ... 503
