openSAP

Intelligent Spend Management Using SAP Concur

Week 3 Unit 1

00:00:06 Welcome back. During this third week, we'll examine capturing spend
00:00:12 using Concur Expense. Like Concur Travel, Concur Expense is an intuitive
00:00:23 and automated solution. Expense simplifies and accelerates the generally cumbersome
00:00:28 expense reporting to reimbursement cycle while ensuring policy compliance.
00:00:35 This reduces the time investment for employees that record expenses and submit reports,
00:00:41 managers that review and approve expense reports, other roles that process or handle
expense reports.
00:00:52 Companies can streamline this process further by enabling Expense Assistant within
Concur Expense
00:00:59 for their employees. Expense Assistant automatically creates expense reports
00:01:03 and adds expenses as they arrive in the system, based on either the calendar month
00:01:08 or the expenses being associated with the particular trip. The travel-based version creates a
report for the trip
00:01:15 based on the itinerary dates. Any expense that falls within those dates
00:01:20 is automatically routed to the report. For frequent travelers, this feature helps to keep them
organized
00:01:27 and speeds up report creation. At the company level, because expense ties
00:01:32 into SAP Concur's one-platform design, managers and finance teams can immediately see
00:01:37 how employee spend impacts the budget at manager, departmental, and organizational
levels.
00:01:46 Let's return to our story after the successful industry trade show.
00:01:53 As a result of booking her trip in Concur Travel, enabling E-Receipts, and turning on
Expense Assistant,
00:02:00 many of Della's expenses and receipts automatically appear in a pre-generated report
based on her trip
00:02:06 within Concur Expense. The expense report page displays summary information
00:02:11 for each of these expenses, such as the expense type, vendor name, amount, and a
thumbnail of the e-receipt.
00:02:23 Prior to using Concur Expense, Della would have entered expense types
00:02:27 and keyed in data fields manually while comparing them to the paper receipts.
00:02:32 With Concur Expense, most of that work is done automatically. Della's task is reduced to
ensuring the expense types
00:02:39 and data fields are correct, filling in any blank fields,
00:02:43 and correcting any small errors if they appear. Depending on the expense type
00:02:48 and how it arrived in the report, Della may be required to itemize certain expenses.
00:02:56 For instance, she might itemize her hotel expense, entering the nightly room rate, room
taxes,
00:03:03 and other hotel expenses separately. However, if she used Expenselt to import the hotel
receipt,
00:03:10 many of those expenses would be itemized by the system for her.
00:03:17 Notice the charge for Gogo Inflight Internet that appears in Della's report.
00:03:21 If you recall, she booked this service through the app she downloaded from the App Center.

00:03:28 Because this partner aligns with SAP Concur, their e-receipt was transmitted directly to
Della's account.
00:03:37 Similarly, the receipts Della captured using her phone's camera and ExpenseIt
00:03:42 have also been imported as distinct line items. With minimal effort, the majority of Della's
expenses
00:03:50 have been captured in her expense report. After reviewing all of the pre-populated
expenses,
00:03:56 Della adds in a few more. During the trip, she had dinner with an old roommate.
00:04:02 While she is entitled to expense her dinner, she can't expense her friend's meal.
00:04:07 Instead, when she expenses the bill, she designates her friend's meal as a personal
expense
00:04:12 that the company won't reimburse. First, she selects Add Expense from the top menu.
00:04:21 Della selects Create New Expense. Della selects the appropriate expense type,
00:04:29 Dinner in this case. On the New Expense page, Della completes the required fields.
00:04:46 She enters the price of the entire dinner. At the bottom of the page, the comment field is
available
00:05:01 to enter an explanation or clarification if needed. In this case, Della could explain that one
meal is for her
00:05:08 and another is for her friend, or that she bought a bottle of wine,
00:05:12 which is outside of company policy. Finally, she attaches a receipt.
00:05:36 If there were no personal charges on the bill, Della could select Save Expense now.
00:05:43 Since she must disclose her friend's meal, she itemizes the bill by selecting the Itemizations
tab.
00:05:50 When itemizing expenses, the system requires the combined amount of all itemized items
00:05:55 to equal the total amount spent. To begin, Della selects Create Itemization.
00:06:04 She chooses the appropriate expense type, Dinner, based on the line item on the receipt.
00:06:15 For each Dinner line item, Della enters the amount, and when appropriate, selects the
checkbox
00:06:20 next to "Personal Expense " before saving the itemization.
00:06:48 Notice that the Dinner entries are separate line items, and one is easily identifiable as
personal
00:06:53 with no reimbursement amount expected. Also, pay attention to the red icon
00:06:59 next to the remaining amount. An expense must be fully itemized, remaining amount of
zero,
00:07:05 before it can be submitted. Next, Della itemizes a bottle of wine.
00:07:26 She marks it as a personal expense because buying alcohol is outside of the company
policy.
00:07:45 Last, she includes the tip and the tax. A green check mark appears in the Remaining field,
00:08:05 indicating the expense is fully itemized. For corporate policy compliance and legal reasons,

00:08:20 some expense types, such as business meals or entertainment, may require the
identification of attendees
00:08:26 associated with the event. Adding attendees in SAP Concur is straightforward
00:08:31 and can be accomplished in two different ways. Let's look at the most commonly used
method.
00:08:38 During her trip, Della had a business meal with her teammate Mark and a potential client.

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00:08:44 In her expense report, she opens the business meal expense and select the Attendees link.

00:08:52 She then selects Add on the Attendees page. From here, Della has several choices.
00:09:00 Since they travel together often, Della previously added Mark as a favorite attendee
00:09:05 in her profile. To add him to the meal, she selects the Attendee Groups tab,
00:09:10 then the Favorites link. Della selects Mark's checkbox from the list
00:09:18 before selecting "Add to List". To add their potential client to the expense,
00:09:30 Della selects the Attendees tab. Sure that this client isn't in their database,
00:09:37 Della selects Create New Attendee. Della enters the client's name and other data
00:09:44 in the appropriate fields before selecting Create Attendee. Notice the total amount of the bill

00:10:07 is distributed equally among all attendees. Finally, she selects Save to apply the list of
attendees
00:10:15 to the expense. Let's explore our final topic, how to handle a lost receipt.
00:10:26 Della was so busy at the trade show, she had only a few minutes to eat.
00:10:31 She bought lunch so quickly one day that she left without taking her receipt.
00:10:35 The company requires meal expenses to have a receipt before they can be submitted.
00:10:41 Since Della doesn't have one, she has to submit a missing receipt declaration instead.
00:10:47 In her expense report, Della selects the checkbox for the meal,
00:10:52 then she selects the Manage Receipts link. From the dropdown menu,
00:10:59 Della selects Missing Receipt Declaration. Finally, she selects the checkbox for Lunch,
00:11:08 acknowledges the legitimacy of the expense, and selects "Accept and Create".
00:11:17 A stamp icon appears next to the expense, indicating the presence of the receipt
declaration.
00:11:29 As expenses are added to a report, the system can scan the entries to identify and flag
00:11:34 any exceptions that exist. These could be required fields that are missing,
00:11:39 potential policy violations, or other issues. This encourages or sometimes requires
employees
00:11:46 to correct outstanding issues. After submitting the expense report,
00:11:52 any remaining exceptions will be brought to the attention of the approver for review and
action
00:11:56 to ensure compliance with company policy. This concludes the unit on Concur Expense.
00:12:06 You have learned about the benefits and some of the uses of Concur Expense.
00:12:14 In the next unit you, will learn how to configure compliance controls in Concur Expense.
00:12:21 We are excited to continue our exploration with you.

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Week 3 Unit 2

00:00:06 In this unit, we will explore the compliance controls

00:00:09 offered in Concur Expense. Specifically, how to create a warning in the system
00:00:15 and how to prevent an expense from being submitted. Having enforceable guidelines in
place
00:00:21 is essential for controlling the costs of employee-initiated spend.
00:00:26 Regardless of the expense type, airfare, office supplies, or business meals,
00:00:31 companies are choosing to deploy technology and automation to routinely enforce corporate
policies.
00:00:37 This enables organizations to ensure employees comply with the rules,
00:00:42 provides managers with clear guidelines on which claims to accept or reject,
00:00:47 and alerts finance teams about how money is being spent. Let's discuss warnings first.
00:00:58 Marked with a yellow triangle, a warning is a notification
00:01:01 that an expense exceeds a policy limit. But the exception may be justified.
00:01:06 This encourages employees to consider alternate options, but does not require it.
00:01:12 Warnings are configured on the Compliance Controls page. In this example,
00:01:17 we will look at the receipt handling options and Expense Limits tab.
00:01:25 Administrators enact the policy rules for receipts on the Receipt Handling Options tab.
00:01:33 For instance, they can establish via the drop-down menu which expense types require
receipts and which do not.
00:01:41 For companies that only audit larger transactions, policies can be set that require receipts
00:01:46 for cash or credit card expenses over a certain amount. Administrators can also require a
missing receipt affidavit,
00:01:55 if a receipt was lost or not provided. Both the explanation message
00:01:59 and the affidavit are customizable to reflect company policies.
00:02:05 The Expense Limits tab gives administrators the ability to set a spending limit
00:02:10 for a single or group of expense types, within a specified time period.
00:02:15 A single restriction can be set to calculate the total for different expenses across multiple
expense reports.
00:02:21 Exceeding the amount limit generates a yellow warning in the employee's expense report.
00:02:26 Let's see how Liam would use this capability to enforce the company's policy
00:02:31 that sets the daily meal allowance limit at $80. Liam names the rule, Daily Meal Limit.
00:02:42 He selects the appropriate expense types, breakfast, dinner, and lunch.
00:02:51 Liam then sets the timeframe for the rule. In this case, daily.
00:02:57 He enters the $80 limit in the amount field. Finally, he customizes the warning message and
saves it.
00:03:11 This results in a daily meal limit rule. With this warning established,
00:03:18 any time employee spends more than $80 per day on breakfast, lunch, and dinner meals,
00:03:24 a yellow warning will appear next to the line items. While this does not prevent the report
from being submitted,
00:03:30 it allows the employee to reconsider their expense habits and justify their purchases
00:03:35 by providing an explanatory comment. A step beyond issuing warnings,
00:03:40 administrators can prevent the submission of expenses that violate company policies.
00:03:45 For employees, expenses they will not be allowed to submit are indicated by a red circle
symbol.

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00:03:51 A red exception on a report will prevent the report from being submitted.
00:03:59 Let's say that the company has a policy prohibiting alcohol purchases.
00:04:03 Liam enforces this in the system by locating the alcohol expense type
00:04:07 on the Expense Types page. In the Don't Allow Expenses Over field,
00:04:13 he enters zero as the amount and saves the change.
00:04:19 If an employee had a glass of wine with dinner and tried to expense it,
00:04:23 they would not be able to submit the report. In this case, they would mark the wine
00:04:28 as a personal expense, which would make it non-reimbursable,
00:04:31 and remove the policy restriction. Administrators can configure any expense type
00:04:37 or group of expense types to achieve policy awareness and compliance,
00:04:41 either through warnings or preventing submissions. This concludes the unit on compliance
controls,
00:04:49 where you have learned how to configure policy warnings and stop report transmissions
00:04:54 until remedial actions have been taken. In the next unit,
00:05:00 you will learn about configuring custom fields. We are excited to continue our exploration
with you.

5
Week 3 Unit 3

00:00:07 In this unit, we will review a company's ability to create

00:00:11 a custom field in our products. Custom fields enable the capture of unique data and
information,
00:00:21 which can be used for tracking, reporting, and decision-making.
00:00:29 No single solution works for all customers equally well. Company size, industry vertical,
00:00:36 and differing organizational needs make a one-size-fits-all solution difficult.
00:00:41 While our products have been designed to meet most customer requirements,
00:00:45 we know that there are always exceptions. Some customers have needs unique
00:00:49 to their business or situation. Our solutions are highly customizable
00:00:54 to meet those unusual demands. Before creating a unique field, customers,
00:01:02 sometimes working with implementation specialists, determine the field name, type, and
purpose.
00:01:10 The system can only accept 12 custom fields for each instance of SAP Concur.
00:01:15 In addition, once created, the field cannot be altered or adjusted.
00:01:19 It must be deleted, and then a new field created. In that event, any stored data related
00:01:25 to the original field will be lost. So it is important to clearly define the purpose and values
00:01:31 of the field before implementing it. With those decisions made,
00:01:35 let's see how Liam creates a custom field in Concur Expense. First, he selects Add a
Custom Field.
00:01:44 There are four list types available, list, multi-level list, free-form text, and checkbox.
00:01:51 List offers a menu of dropdown options. For example, a regions list could include Europe,
Americas,
00:01:59 Africa, and Asia as responses in the drop-down menu. Multi-level list is a series of
interdependent lists.
00:02:06 For instance, after an employee selects Europe as their region, they would then need to
select
00:02:12 from a list of departments available only in Europe. Free-form text is an open-text field
00:02:18 that could be used to capture a client name, project title, and so on.
00:02:22 This type of field can lead to reporting issues because employees may enter different
spellings
00:02:27 of the same client's name. Checkbox provides a simple yes or no answer
00:02:32 to questions like, "Is it billable?" Let's start with Liam creating a simple list.
00:02:38 He selects List from the options. The field name can be selected from the drop-down menu
00:02:45 or manually entered, as needed. For manual entries, the name must be 64 characters or
less.
00:02:52 The best practices for custom fields are to assign logical and easily understood names.
00:02:58 And for security reasons, to avoid capturing personal sensitive
00:03:02 or uniquely identifying information. Here, Liam selects Region from the drop-down menu,
00:03:08 and then selects Add. Once confirmation is received, Liam selects Add List Items.
00:03:18 Notice that Liam could import a list with a maximum of 1,000 records, if one were available.

00:03:24 Liam selects Add. For each item that will appear in the Region drop-down menu,
00:03:31 Liam will enter a name and item code before selecting Add. The item code can either be an
account code

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00:03:37 associated with the company's financial system, or a unique identifier that is used for
reporting purposes.
00:03:47 After entering all the items, Liam selects Done. The newly created list field appears
00:03:54 in the Custom Fields tab, and will now appear to all employees
00:03:58 when they enter expense details. Now, let's examine multi-level lists.
00:04:04 A multi-level list is a set of up to five list fields that depend on each other.
00:04:10 An item selected from the first list determines which choices are available in the next list,
and so on.
00:04:16 In this scenario, Liam needs to set up a multi-level list that captures each employee's cost
center.
00:04:23 Each cost center is dictated by the employee's specific location.
00:04:28 Let's watch Liam create this two-part multi-level list. First, he selects Multi-Level List, and
then Next.
00:04:38 Then he assigns field names to the related lists. In this case, he chooses Location and Cost
Center
00:04:49 before selecting Add. Liam selects Add List Items,
00:04:57 and then Add. He populates the list by entering each item name
00:05:03 and item code before selecting Add. To attach the related cost center list
00:05:10 to the department list, Liam selects one of the entries, Los Angeles.
00:05:16 Then he clicks Add in the cost center area. Liam enters the appropriate cost center names
and codes
00:05:25 followed by Add, until he has populated the entire list. When similar entries for all the
departments are complete,
00:05:33 Liam selects Done. At the bottom of the page,
00:05:39 the newly created lists appear. This concludes the unit on custom fields
00:05:46 in which you learned the uses of custom fields and how to create basic and multi-level lists

00:05:51 within those fields. In the next unit,

00:05:57 we will examine SAP Concur's many support services. We are happy to continue this
journey with you.

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Week 3 Unit 4

00:00:06 Welcome back. In this unit, we'll be looking at SAP Concur Support.
00:00:17 From the point of purchase to the continuing use of our products,
00:00:21 SAP Concur nurtures our customer success. To aid in that goal,
00:00:26 we offer considerable and comprehensive support services. They include knowledge-based
articles, video demonstrations,
00:00:35 24/7 live support, webinars, on-site or virtual instructor-led training,
00:00:42 and custom courses. In this unit, we will examine
00:00:46 the most commonly used end user and administrator support tools, from the activation
process to the user support desk
00:00:55 and our 24/7 support. We'll also briefly cover our online training platform,
00:01:04 community, and built-in guided tours. Beginning at the point of purchase,
00:01:12 each company's implementation of our products is based on their own unique requirements.

00:01:17 No two builds are exactly alike. For this reason, SAP Concur has implementation
specialists,
00:01:24 whose job is to ensure the success of the client's implementation.
00:01:28 SAP Concur has developed a remote implementation process that enables a bill to be
completed
00:01:34 without long meetings or onsite visits. The implementation begins with requirements
gathering.
00:01:42 Clients are guided through the process of defining their practices,
00:01:45 policies, requirements, and workflows. With this information,
00:01:50 the implementation specialist creates an initial version of the client's SAP Concur site,
00:01:55 which is shared with them at kick-off call. At this meeting and at subsequent working
sessions,
00:02:01 the business requirements will be fine tuned, and the site will be updated.
00:02:06 In addition, the client will learn about product features, review best practices,
00:02:11 and receive training on the tools necessary to administer and manage the products.
00:02:17 The implementation specialist will guide the client through the remaining phases of the
process.
00:02:24 At the end of the process, clients have a fully operational site,
00:02:29 a trained staff, and they are familiar with the product support team
00:02:33 who will address any further technical issues, requests, or general inquiries.
00:02:39 Let's briefly discuss end user training. In addition to the training materials
00:02:44 SAP Concur provides to clients during the implementation process,
00:02:48 the following resources are also available. Custom training, this is fee-based offering
00:02:55 most often adopted when the complimentary training doesn't meet a client's need
00:02:59 due to the uniqueness of their particular build. User Support Desk.
00:03:05 This is fee-based service where the client support needs
00:03:09 are outsourced to Concur product experts who are available by phone, chat feature
00:03:14 and on our support portal. The portal is also a gateway to the articles
00:03:20 and our knowledge base on every aspect of our products. Phone support is available 24/7 in
English.
00:03:29 Support is also available in simplified Chinese, French, German, Japanese,
00:03:35 Brazilian Portuguese, and Spanish during established local time zone hours.

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00:03:41 The support desk employs a secured screen sharing application with view-only access
00:03:46 for the support consultant. This allows the consultant
00:03:49 to co-browse the end user's interface to identify and help solve issues.
00:03:56 concurtraining.com This site is a library
00:03:59 of end-user-specific training guides, tip sheets, and step-by-step demonstrations
00:04:05 for all our products. For client administrators,
00:04:09 there are many support resources as well. On the concurtraining.com site,
00:04:14 there is an administer link for each product. From here, administrators can access videos,
00:04:20 quick start guides, comprehensive reference guides, tip sheets,
00:04:25 and technical documents. The topics covered range from a user administration
00:04:30 and payroll integration to attendee configuration. Search functionality is available from the
menu bar
00:04:37 to identify resources by topic. In addition, on the deployment toolkit sub-site,
00:04:44 administrators can click Get Deployed to access resources related to strategies
00:04:49 such as change management, stakeholder analysis, communication plans, training
agendas,
00:04:55 and much more. The SAP Concur support portal is a customer service
00:05:01 and information center for general inquiries, technical information, and community support.
00:05:08 It is only available to authorize support contacts who are identified and managed by the
client.
00:05:14 Clients must select between two and five ASCs and they must be designated in the system.

00:05:20 Only designated ASCs will see an option to contact support on Concur solution pages.
00:05:27 On the support portal homepage, ASCs can review the knowledge base for a possible
solution
00:05:33 prior to contacting SAP Concur Support for assistance. Additionally, clients can check
Concur Open,
00:05:42 the SAP Concur service status dashboard, or their inbox if they are subscribed to
personalized Concur Open updates.
00:05:51 Otherwise, ASCs can initiate a chat, phone call,
00:05:56 open a case, access resource and training materials,
00:06:01 participate in the community and submit service enhancement ideas.
00:06:07 To report an issue, ask a question or make a request, the preferred method is to create a
case.
00:06:13 Submitting a case is the most efficient method because it allows for detailed information
00:06:18 and relevant documentation to be included. The Create a Case button appears in multiple
places on the site.
00:06:25 Under the support tab, cases can be created, viewed, and case reports can be downloaded.

00:06:32 To begin select Create a Case, enter a brief description of the case in the subject field.
00:06:42 Based on the subject, any relevant knowledge base articles or training objects
00:06:46 will display in the suggested article section. If no relevant articles appear,
00:06:51 you may continue creating the case by selecting Continue Creating a Case.
00:06:58 A prompt will appear to complete any required fields before submitting the case.
00:07:04 You can also add attachments if necessary, to clarify the issue.
00:07:09 Select a case urgency level of one to four, to indicate the level of business impact.
00:07:15 All cases with the level one or two urgency will be assigned a priority level

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00:07:19 and will be supported 24/7. These cases will be handled by a support engineer
00:07:25 within one or four hours respectively and communication will be regular and ongoing
00:07:30 until a resolution is achieved. Non-critical issues are supported
00:07:34 during regular business hours, Monday through Friday 8am to 6pm local time.
00:07:42 The ask me anything knowledge base is the gateway to answers, cases, solution
suggestions,
00:07:49 training, and technical publications. The Support tab prompts users to search for answers
00:07:55 before creating a case. Users type in relevant phrases in the search box
00:08:00 to retrieve knowledge base results. Chat and phone support are most effective
00:08:07 for basic questions that can be easily answered. As with the user support desk,
00:08:11 support engineers may also co-browse the client site to better identify issues.
00:08:17 Engineers can create a case if they need more advanced support from individual experts
00:08:22 or teams with specific skill sets. The support hotline is available 24/7 in English.
00:08:29 Support in other languages is available during local business hours.
00:08:38 Through the support portal, you can access the SAP Concur community,
00:08:42 which is a curated space. In the community, ASCs can share and engage with each other
00:08:49 and SAP Concur experts across the globe. Topics include support, virtual events,
00:08:56 industry groups, forums, and expert resources. The community is staffed by subject matter
experts
00:09:03 ready to address client questions and concerns. The final support resources we'll discuss
00:09:10 are the guided tours. They provide context-sensitive help on each product
00:09:15 from within the product itself. To start, click the blue circle with a question mark.
00:09:22 The Get Assistance panel will expand offering guided help, videos, and documents.
00:09:28 Guided help offer step-by-step instructions on common tasks within the application.
00:09:34 Users learn how to complete a taste while performing the steps in real time.
00:09:39 This is especially helpful when doing tasks that are new, complex, or rarely used.
00:09:44 Let's follow along as Liam uses Guided Help to review expense type.
00:09:50 Within guided help, he chooses Review Expense Types. The tour launches with a
description of the task.
00:09:59 Liam chooses Start, then Expense Types for Expenses
00:10:04 as directed by the instructions,. He reads the next set of instructions then clicks Next.
00:10:13 Liam opts to create a custom expense type by selecting Yes. He then chooses to manually
create a new expense type.
00:10:24 Following the instructions, he enters the expense type name
00:10:29 and then forwards the instructions by selecting Next. Then Liam chooses an appropriate
category
00:10:35 for the expense type before advancing the instructions. Next, Liam is instructed to save the
changes.
00:10:46 With the task complete, the guided help ends. Guided help presentations exist for many
tasks
00:10:53 and more are being created regularly. This concludes the unit on SAP Concur Support,
00:11:00 the final unit in week three. You have learned about the activation process
00:11:05 and user support and administrator resources, including how to open a support case.
00:11:11 Next, you will discover how SAP Concur products support functions after spending has
taken place.
00:11:19 See you next week.

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