B74 BB ConfigGuide en De

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SAP BW 7.0

September 2010

English

B74: CRM Customer

Interaction CenterAnalysis

SAP AGDietmar-Hopp-Allee 16610 Wall!or" German#

B$il!ing Blo%& 'on"ig$ration G$i!e



SAP Best Practices '() '$stomer *ntera%tion 'enter Anal#sis+ 'on"ig$ration G$i!e

Copyright

, 2010 SAP AG. All rights resere!.

o part o" this p$bli%ation ma# be repro!$%e! or transmitte! in an# "orm or "or an# p$rpose /itho$t the

epress permission o" SAP AG. he in"ormation %ontaine! herein ma# be %hange! /itho$t prior noti%e.

Some so"t/are pro!$%ts mar&ete! b# SAP AG an! its !istrib$tors %ontain proprietar# so"t/are %omponentso" other so"t/are en!ors.

)i%roso"t Win!o/s E%el 3$tloo& an! Po/erPoint are registere! tra!emar&s o" )i%roso"t 'orporation.

*B) DB2 DB2 4niersal Database S#stem i S#stem i5 S#stem p S#stem p5 S#stem S#stem S#stem 10 S#stem 10 iSeries pSeries Series Series eSerer 8) 3S i53S S903S90 3S:00 AS:00 S90 Parallel Enterprise Serer Po/er8) Po/er Ar%hite%t$re P3WE(6;P3WE(6 P3WE(5; P3WE(5 P3WE( 3penPo/er Po/erP' Bat%hPipes Bla!e'enter S#stemStorage GP<S HA')P (EA* DB2 'onne%t (A'< (e!boo&s 3S2 Parallel S#sple )8SESA A*=*ntelligent )iner WebSphere et"init# ioli an! *n"ormi are tra!emar&s or registere! tra!emar&s o" *B)'orporation.

>in$ is the registere! tra!emar& o" >in$s oral!s in the 4.S. an! other %o$ntries.

A!obe the A!obe logo A%robat PostS%ript an! (ea!er are either tra!emar&s or registere! tra!emar&s o" A!obe S#stems *n%orporate! in the 4nite! States an!or other %o$ntries.

3ra%le is a registere! tra!emar& o" 3ra%le 'orporation.

4*= =3pen 3S<1 an! )oti" are registere! tra!emar&s o" the 3pen Gro$p.

'itri *'A Program eighborhoo! )eta<rame Win<rame 8i!eo<rame an! )$ltiWin are tra!emar&s orregistere! tra!emar&s o" 'itri S#stems *n%.

H)> =)> =H)> an! W9' are tra!emar&s or registere! tra!emar&s o" W9'? Worl! Wi!e Web'onsorti$m )assa%h$setts *nstit$te o" e%hnolog#.

@aa is a registere! tra!emar& o" S$n )i%ros#stems *n%.

@aaS%ript is a registere! tra!emar& o" S$n )i%ros#stems *n%. $se! $n!er li%ense "or te%hnolog# inente!an! implemente! b# ets%ape.

SAP (9 SAP etWeaer D$et PartnerE!ge B#Design 'lear Enterprise SAP B$siness3be%ts Eploreran! other SAP pro!$%ts an! seri%es mentione! herein as /ell as their respe%tie logos are tra!emar&s orregistere! tra!emar&s o" SAP AG in German# an! other %o$ntries.

B$siness 3be%ts an! the B$siness 3be%ts logo B$siness3be%ts 'r#stal (eports 'r#stal De%isions Web*ntelligen%e =%elsi$s an! other B$siness 3be%ts pro!$%ts an! seri%es mentione! herein as /ell as theirrespe%tie logos are tra!emar&s or registere! tra!emar&s o" SAP <ran%e in the 4nite! States an! in other%o$ntries.

All other pro!$%t an! seri%e names mentione! are the tra!emar&s o" their respe%tie %ompanies. Data%ontaine! in this !o%$ment seres in"ormational p$rposes onl#. ational pro!$%t spe%i"i%ations ma# ar#.

hese materials are s$be%t to %hange /itho$t noti%e. hese materials are proi!e! b# SAP AG an! itsa""iliate! %ompanies CSAP Gro$pC "or in"ormational p$rposes onl# /itho$t representation or /arrant# o"an# &in! an! SAP Gro$p shall not be liable "or errors or omissions /ith respe%t to the materials. he onl#/arranties "or SAP Gro$p pro!$%ts an! seri%es are those that are set "orth in the epress /arrant#statements a%%ompan#ing s$%h pro!$%ts an! seri%es i" an#. othing herein sho$l! be %onstr$e! as%onstit$ting an a!!itional /arrant#.

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Icons

Icon Meaning

'a$tion

Eample

ote

(e%ommen!ation

S#nta

Typographic Conventions

Type Style Description

Example text Wor!s or %hara%ters that appear on the s%reen. hese in%l$!e "iel!names s%reen titles p$shb$ttons as /ell as men$ names paths an!options.

'ross-re"eren%es to other !o%$mentation.

Example text Emphasie! /or!s or phrases in bo!# tet titles o" graphi%s an! tables.

E=A)P>E E= ames o" elements in the s#stem. hese in%l$!e report namesprogram names ransa%tion 'o!es table names an! in!ii!$al &e#/or!s o" a programming lang$age /hen s$rro$n!e! b# bo!# tet "oreample SE>E' an! *'>4DE.

Example text S%reen o$tp$t. his in%l$!es "ile an! !ire%tor# names an! their pathsmessages so$r%e %o!e names o" ariables an! parameters as /ell asnames o" installation $pgra!e an! !atabase tools.

EXAMPLE TEXT e#s on the &e#boar! "or eample "$n%tion &e#s s$%h as F2 or the

ENTER &e#.

Example text Ea%t $ser entr#. hese are /or!s or %hara%ters that #o$ enter in thes#stem ea%tl# as the# appear in the !o%$mentation.

<Example text> 8ariable $ser entr#. Pointe! bra%&ets in!i%ate that #o$ repla%e these

/or!s an! %hara%ters /ith appropriate entries.

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Content

1 P$rpose................................................................................................................................... 5

2 Preparation..............................................................................................................................5

2.1 PrereF$isites..................................................................................................................5

9 'on"ig$ration...........................................................................................................................5

9.1.1 A%tiating B$siness 'ontent......................................................................................5

9.1.1.1 Assigning So$r%e S#stem "or B$siness 'ontent A%tiation...............................5

9.1.1.2 A%tiating B$siness 'ontent+ *n"o'$be.............................................................6

9.1.1.9 A%tiating B$siness 'ontent+ $eries...............................................................7

9.1.1.: A%tiating B$siness 'ontent+ Web emplates...................................................

9.1.2 >oa!ing ransa%tion Data..........................................................................................

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CRM Customer Interaction Center Analysis

1 urposehe b$il!ing blo%& CRM Customer Interaction Center (CIC) Analysis !es%ribes the reF$ire!a%tiities "or the a%tiation o" *n"o'$be Interactive Scripting Evaluation (IC WebClient)0CRM_ISE! he *n"o'$be proi!es the !atabase to anal#e the '*' *ntera%tie S%ripting !ata"rom SAP '() in SAP B$siness *n"ormation Wareho$se.

! reparation

!"1 rere#uisitesBe"ore starting a%tiities in this b$il!ing blo%& #o$ nee! to per"orm or %he%& the "ollo/ing steps+

1. <rom the Connectivity b$il!ing blo%& the "ollo/ing a%tiities hae to be %omplete!+

a. "ocal Settings+ all a%tiities hae to be %omplete!.

b. Cross Connectivity→ Connecting SA# $W %it& SA# ER#' SA# CRM' SA# SRM

'onne%t #o$r '() S#stem.

2. <rom the General Settings for Integration b$il!ing blo%& the "ollo/ing a%tiities hae to be%omplete!+

a. *n se%tion eneral Settings in CRM all a%tiities hae to be %omplete!.

b. *n se%tion eneral Settings in SA# $W all a%tiities hae to be %omplete!.

9. <rom the Basic Configuration – CRM Analytics b$il!ing blo%& all a%tiities hae to be%omplete!.

$ Con%iguration

$"1"1 Activating Business Content

$"1"1"1 Assigning Source System %or Business ContentActivation

'arr# o$t the "ollo/ing steps in SAP BW.

&se

When #o$ a%tiate B$siness 'ontent DataSo$r%es "rom so$r%e s#stems are assigne! to

*n"oSo$r%es in . *" #o$ !o not sele%t a so$r%e s#stem all so$r%e s#stems are a$tomati%all#assigne!. *" #o$ hae seeral so$r%e s#stems this ma# ta&e a lot o" time be%a$se trans"er r$leshae to be a%tiate! "or ea%h DataSo$r%e "rom ea%h so$r%e s#stem. Ho/eer an assignment o" aDataSo$r%e to an *n"oSo$r%e ma# not be ne%essar# "or all eisting So$r%e s#stems. Assign onl#the so$r%e s#stems #o$ nee! to loa! !ata "rom "or the B$siness 'ontent 3be%ts that #o$ aregoing to a%tiate. Io$ %an s$bseF$entl# %hange the sele%tion #o$ ma!e.

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he assignment o" so$r%e s#stems is onl# releant "or trans"er r$les DataSo$r%esan! *n"oPa%&ages. *" there is more than one so$r%e s#stem onl# those obe%tsassigne! to the spe%i"ie! so$r%e s#stem are %olle%te! "or the trans"er. 3be%ts thathae not been assigne! to the spe%i"ie! so$r%e s#stems are ignore!.

roce'ure

1. o assign the reF$ire! so$r%e s#stem "or b$siness %ontent a%tiation %hoose+

SA Menu Mo*eling→ +ata Ware&ousing Wor,benc&+ $usiness Content

Transaction Co'e (S3(B'

2. 3n the +ata Ware&ousing Wor,benc& $usiness Content ie/ "rom the men$ %hoose E*it →

Source System Assignment!

9. 3n the C&oose source system by *e-ault. !ialog bo in the %ol$mn +e-ault assignment' sele%t the '() so$r%e s#stem.

:. 'hoose Continue.

*" #o$ /ant to %ontin$e /ith the net a%tiit# !o not leae the transa%tion.

$"1"1"! Activating Business Content: In%oCu(e


roce'ure

1. o a%tiate B$siness 'ontent *n"o'$bes %hoose+



2. 3n the +ata Ware&ousing Wor,benc& $usiness Content s%reen+

a. At the top o" the right "rame %hoose rouping an! sele%t In +ata-lo% $e-ore.

b. At the top o" the right "rame %hoose Collection mo*e an! sele%t Collect Automatically .

%. *n the le"t "rame sele%t /bect types.

!. *n the mi!!le "rame epan! In-oCube an! !o$ble-%li%& Select /bects.

9. *n the Input &elp -or Meta*ata !ialog bo+

a. Sele%t the *n"o'$be 0CRM_ISE 1 Interactive Scripting Evaluation (IC WebClient).

b. 'hoose 2rans-er Selections.

%. *" a !ialog bo Remote Activation in t&e Source System 345 o%%$rs %hoose /6 an! logon to the so$r%e s#stem on the "ollo/ing s%reen.

:. At the top o" the right "rame %hoose Install an! sele%t Install in $ac,groun* .

5. *n the Install $usiness Content in t&e $ac,groun* !ialog bo %hoose 7es.

6. *n the In-ormation !ialog bo %hoose Continue.

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*" #o$ /ant to %ontin$e /ith the net a%tiit# !o not leae the transa%tion.

Result

Io$ hae starte! a ba%&gro$n! ob in or!er to a%tiate the B$siness 'ontent. 'he%& the stat$s o"the ba%&gro$n! ob $sing transa%tion SM37.

)a&e s$re that the %$rrent ob has "inishe! s$%%ess"$ll# be"ore #o$ pro%ee! /ith thea%tiation o" "$rther obe%ts.

$"1"1"$ Activating Business Content: )ueries


roce'ure1. o a%tiate B$siness 'ontent $eries %hoose+


Transaction Co'e RSORBCT


a. At the top o" the right "rame %hoose rouping an! sele%t /nly 8ecessary /bects.



!. *n the mi!!le "rame epan! 9uery elements epan! 9uery an! !o$ble-%li%& Select

/bects.

e. *n the Selection o- 9uery /bects !ialog bo sele%t all the F$eries $n!erneath the*n"o'$be 0CRM_ISE .

". 'hoose 2rans-er selections.

g. *" a !ialog bo Excee*e* runtime %&en collecting obects appears %hoose Continue.

9. At the top o" the right "rame %hoose Install an! sele%t Install in $ac,groun* .

:. *n the Install $usiness Content in t&e $ac,groun* !ialog bo %hoose 7es.

5. *n the #rompt -or2ransportable Wor,benc& Re:uest !ialog bo %hoose or %reate a reF$estn$mber an! Enter .

6. *n the In-ormation !ialog bo %hoose Enter .

Result

Io$ hae starte! a ba%&gro$n! ob "or a%tiating the F$eries. When the ob "inishes s$%%ess"$ll#the sele%te! F$eries are a%tie. 'he%& the stat$s o" the ba%&gro$n! ob $sing transa%tion SM37.

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$"1"1"4 Activating Business Content: *e( Templates

his a%tiit# has to be %arrie! o$t in the BW s#stem.

1. o a%tiate B$siness 'ontent+ Web emplates %hoose+

SA Menu Mo*eling→ +ata Ware&ousing Wor,benc& $usiness Content


hen %arr# o$t the "ollo/ing steps+


a. At the top o" the right "rame %hoose rouping an! sele%t /nly 8ecessary /bects.



!. *n the mi!!le "rame epan! Web 2emplate (;ormat SA# $W <!x) an! !o$ble-%li%& Select /bects.

9. Sele%t the Web emplate "rom the table belo/ an! an# "$rther Web emplates #o$ might/ant to a%tiate.

a. 'hoose 2rans-er selections.

b. *" a !ialog bo Excee*e* runtime %&en collecting obects appears %hoose Continue.

:. At the top o" the right "rame %hoose Install an! sele%t Install in $ac,groun* .

5. 3n the Install $usiness Content in t&e $ac,groun* !ialog bo %hoose 7es.

6. 3n the #rompt -or transportable Wor,benc& re:uest !ialog bo %hoose or %reate a reF$estn$mber an! Enter .

7. *n the In-ormation !ialog bo %hoose Enter .

*e( Templates to (e activate':

Title Technical +ame

*ntera%tie S%ripting Eal$ation 0P>J'()J*SE2J0001J801

All templates that start /ith,T-.BA

0P>JBAPK

*" #o$ hae alrea!# a%tiate! the templates that start /ith 0P>JBAPin another B$il!ing Blo%& #o$ !o not hae to a%tiate them again.

Result

Io$ hae starte! a ba%&gro$n! ob "or a%tiating the Web emplates. When the ob "inishess$%%ess"$ll# the sele%te! Web emplates are a%tie. 'he%& the stat$s o" the ba%&gro$n! ob$sing transa%tion SM$7.

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$"1"! -oa'ing Transaction Data

roce'ure

1. o loa! transa%tion !ata in to SAP BW %hoose+

SA Menu Mo*eling→ +ata Ware&ousing Wor,benc&+ Mo*eling

Transaction Co'e (SA1

! 3n the +ata Ware&ousing Wor,benc& Mo*eling ie/ %hoose In-oSources!

<! >oo& "or the *n"oSo$r%e 0CRM_ICWC_SCR_=.

>! 3pen the *n"oSo$r%e tree $ntil #o$ rea%h the DataSo$r%e leel.

?! <rom the %ontet men$ %hoose Create In-o#ac,age.

@! *n the Create In-o#ac,age !ialog bo ma&e the "ollo/ing entries+

/iel' 0ntry

*n"oPa%&age !es%ription Enter a !es%ription

a! Sele%t the DataSo$r%e.

b! 'hoose Save!

7. 3n the Sc&e*uler (Maintain In-o#ac,age) ie/

a. 'hoose the #rocessing tab an! ma&e the "ollo/ing entries+

/iel' 0ntry

PSA an! then into !atatargets pa%&et b# pa%&et

=

b. 'hoose the +ata 2argets tab an! ma&e the "ollo/ing entries+

/iel' 0ntry

4p!ate in all !ata targets"or /hi%h a%tie r$les eist

=

%. 'hoose the p*ate tab an! pro%ee! as "ollo/s+<or the "irst $ploa! #o$ hae to %hoose $p!ate mo!e. InitialiBe *elta process an* s#stemsele%t the %he%&bo InitialiBe Wit&out +ata 2rans-er . <or reg$lar $ploa! then %hoose$p!ate mo!e +elta p*ate

3nl# s%ripting !ata %reate! a"ter the initialiation o" the !elta pro%ess /ill be trans"erre! toBW

We re%ommen! to also sele%t the Al%ays up*ate *ata' even i- no master *ata exists -or t&e*ata b$tton.

!. 'hoose the Sc&e*ule tab an! ma&e the "ollo/ing entries+

/iel' 0ntry

Start !ata loa!imme!iatel#

=

e. 'hoose Start Execute.

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<or testing p$rposes start the ob imme!iatel#.*n pro!$%tie s#stems #o$ sho$l! start the ob later in the ba%&gro$n!.

Sche'uling Data &ploa' erio'ically

3pen the *n"oPa%&age #o$ hae %reate!.3n the S%he!$le tab ma&e the "ollo/ing entries+

1. 'hoose the ra!io b$tton Start "ater in $ac,groun* .

2. *n the Start time !ialog bo %hoose +ate2ime.

9. Enter the Sc&e*ule* start !ate an! time.

:. 'hoose #erio* values.

5. *n the #erio* Dalues !ialog bo %hoose the pre"erre! time interal an! %hooseSave.

6. *n the Start time !ialog bo %hoose Save.

7. *n the #erio*ic #rocessing s%reen area enter the n$mber o" !a#s a"ter /hi%h #o$/ant to %an%el the ob or %hoose +o not cancel ob.

Io$ %an s$bseF$entl# %hange the s%he!$ling b# %hoosing the Sc&e*uling /ptions b$tton.

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