... 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 ... Integ