CRM 701_ - Cross Topic (Alert Factsheet) BB_B08

SAP CRM 7.0 EHP1

December 2011

English

CRM Cross-Topic Functions (B08)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM Cross-Topic Functions (B08): Configuration Guide

Copyright

© 2012 SAP AG. All rights reserved.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.

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These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

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Icons

Icon Meaning

Caution

Example

Note

Recommendation

Syntax

Typographic Conventions

Type Style Description

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE.

Example text Screen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools.

EXAMPLE TEXT Keys on the keyboard, for example, function keys (such as F2) or the ENTER key.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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Contents

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

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

2.1 Prerequisites...........................................................................................................5

3 Configuration..................................................................................................................5

3.1 Basic Data - Translation Check...............................................................................5

3.1.1 Checking Country Descriptions (CRM + ERP)..................................................5

3.1.2 Checking Units of Measurement (CRM + ERP)...............................................6

3.1.3 Checking Department Descriptions..................................................................6

3.1.4 Checking Function Descriptions.......................................................................7

3.2 SAP Business Workflow..........................................................................................7

3.2.1 Creating User WF-BATCH for Workflow...........................................................7

3.2.2 Maintaining Profile for User WF-BATCH...........................................................8

3.2.3 Defining Basic Settings for Workflow................................................................8

3.2.4 Activating Additional Workflows in the CRM WebClient (Optional)...................9

3.3 Alerts..................................................................................................................... 10

3.3.1 Central Alert Server........................................................................................10

3.4 Account Fact Sheet...............................................................................................10

3.4.1 Defining RFC Connection for Account Fact Sheet..........................................11

3.4.2 Maintaining Fact Sheet...................................................................................12

3.4.3 Assigning Fact Sheet to Work Center.............................................................12

3.4.4 Print Version...................................................................................................13

3.4.5 HTML Version.................................................................................................14

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CRM Cross-Topic Functions: Configuration Guide

1 PurposeThe building block CRM Cross-Topic Functions contains the steps to implement SAP Business Workflow, Alerts and the Customer Fact Sheet as an optional enhancement for the Best Practices scenarios.

2 Preparation

2.1 PrerequisitesBefore starting with the installation of this building block, please see the document Quick Guide to Installing SAP Best Practices for CRM.

3 Configuration

3.1 Basic Data - Translation Check

3.1.1 Checking Country Descriptions (CRM + ERP)

UseWith this activity, you check if the descriptions of all relevant countries have been translated into your relevant language(s).If the CRM system is integrated with an ERP system, this step needs to be done in both integrated clients.

Procedure1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menuSAP ERP IMG menu

SAP NetWeawer General Settings Set Countries Specify Countries in mySAP Systems (CRM, SRM, SCM,...)

2. Highlight a relevant country.

3. From the menu choose Goto Translation.

4. If necessary, maintain missing description translations for all countries being relevant for your implementation.

5. Save your entries.

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3.1.2 Checking Units of Measurement (CRM + ERP)

UseWith this activity, you check if the units of measurement have been defined for each relevant language.If the CRM system is integrated with an ERP system, this step needs to be done in both integrated clients.

Procedure1. Log on to the CRM client with the language, which is relevant for your project.

2. Access the activity using the following navigation options:


SAP CRM IMG menuSAP ERP IMG menu

SAP NetWeawer General Settings Check Units of Measurement

3. In the selection field, select dimension AAAADL and choose button Units of measurement.

4. Ensure that at least units LE and ST have also been maintained for your language according commercial and technical abbreviation and text.

5. Save your entries and choose Back.

6. In the selection field, select dimension TIME and choose button Units of measurement

7. Ensure that at least units H and STD have been maintained also for your language according commercial and technical abbreviation and text.


3.1.3 Checking Department Descriptions

UseWith this activity, you check if the department descriptions for contact persons have been translated for your relevant language.



SAP CRM IMG menu Cross-Application Components SAP Business Partner Business Partner Relationships Contact Person Define Departments

2. Highlight the first department.


4. If necessary, maintain missing relevant department translation being relevant for your implementation.


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3.1.4 Checking Function Descriptions

UseWith this activity, you check if the function descriptions for contact persons have been translated for your relevant language.



SAP CRM IMG menu Cross-Application Components SAP Business Partner Business Partner Relationships Contact Person Define Functions

2. Highlight the first function.


4. If necessary, maintain missing relevant function translation being relevant for your implementation.


3.2 SAP Business Workflow

3.2.1 Creating User WF-BATCH for Workflow

UseA system user WF-BATCH is required for a new RFC destination used by the workflow.

Procedure

1. Access the activity using one of the following navigation options:

Transaction code SU01

SAP CRM GUI menu Architecture and Technology System Administration User Maintenance Users

2. In the User field, enter WF-BATCH.

3. Choose Create (F8).

4. Enter the following data:

Address tab page

Last Name WF-BATCH.

Function

Logon data tab page

Password WELCOME

Repeat Password WELCOME

User type System

Defaults tab page

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Logon Language EN


ResultThe system user WF-BATCH has been created with the (initial) password WELCOME.

3.2.2 Maintaining Profile for User WF-BATCH

UseAssignment of proper authorization profile to system user WF-BATCH.

Procedure1. Access the activity using one of the following navigation options:

Transaction code SU01

SAP CRM menu Architecture and Technology System Administration User Maintenance Users

2. In the User field, enter WF-BATCH.

3. Choose Change.

4. Enter the following data:

Profiles tab page

Profile SAP_ALL


System user WF-BATCH has the profile SAP_ALL assigned, which gives full authorization rights. If this authorization is not applicable to your project you can restrict the rights of this user according to SAP Note 338537.

3.2.3 Defining Basic Settings for Workflow

UseWith this activity, you maintain the standard settings for the SAP Business Workflow with the help of the Auto Customizing.

You can execute checks in order to make sure that customizing for the SAP Business Workflow is complete regarding further important settings. You can start a verification workflow. The automatic customizing does not contain task-specific customizing (assigning tasks and possible processors).

Scenario-specific settings for the workflow are provided with the scenario configuration guides.


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Transaction code SWU3

SAP CRM IMG menu Customer Relationship Management Basic Functions SAP Business Workflow Maintain Standard Settings for SAP Business Workflow

2. From the menu bar choose Auto-Customizing Execute (F9).

3. The system will automatically maintain a minimum of required data.

4. Choose the activity Maintain Additional Settings and Services Maintain Standard Domain for Internet Mail.

5. Choose Execute (F8).

The information about the relevant default domain can be provided by your IT department.

For detailed information concerning configuring e-mail service see Note 455140.

6. Enter the domain.

7. Choose Save (Ctrl+S).

8. To change the default RFC destination for the Workflow, choose the entry Maintain Runtime Environment Configure RFC Destination and choose Execute (F8).The system attempts to logon with the standard user WF-BATCH for the RFC destination WORKFLOW_LOCAL_xxx (xxx = CRM client). By overwriting the default values for user and password you create a new user and password for this RFC destination.

9. Start a verification workflow by choosing from the menu bar Extras Start Verification Workflow (F5).Follow the instructions on the screen. Make sure that you can execute these as described.

10. Go to the Business Workplace (Transaction SBWP).Under Inbox Workflow you will find a user decision work item.

11. Execute this work item.You receive two mails. These are the notifications of completion for this user decision and the subsequent background step.

3.2.4 Activating Additional Workflows in the CRM WebClient (Optional)

UseFor SAP Best Practices, the existing settings already cover the requirements.

Nevertheless if you want to add workflows on additional objects and events and make their incoming workflow messages visible in the CRM Web Client – Worklist, please consider the relevant documentation in the SAP Help Portal (help.sap.com):

SAP Solutions SAP Business Suite SAP Customer Relationship Management SAP EHP1 for CRM 7.0 Open the Application Help: SAP Library SAP Customer Relationship Management Basic Functions Worklist.

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3.3 Alerts

UseAlerts are used to inform about the occurrence of business-critical problems. Conditions for critical situations are predefined. When an alert is triggered that meets these conditions, responsible or interested parties are determined and informed immediately. Examples of critical situations might be an important customer terminating a contract or a budget being exceeded.

The alerts can be personalized due to the user’s needs. In addition, the users can receive alerts as e-mail, SMS, and fax, if these external methods of communication are configured in the system. End users can personalize their alert notifications, for example, create notification variants or determine a substitute.

Alerts help prevent delays in the processing of critical situations because the time between discovering and responding to such situations is reduced considerably.

You can define you own Alert Classification and Categories, for detail steps, you can refer to BB C23.

For more information about Alert Management please refer to http://help.sap.com.

3.3.1 Central Alert Server

UseA Central Alert Server is the central point for distributing the alerts among the systems and users. However, for Best Practices we have a look on a system without Central Alert Server but only local administration of alerts.



SAP CRM IMG menu Customer Relationship Management Basic Functions Alert Management Define Connection to Central Alert Server

2. Choose the RFC Destination of your Central Alert Server. If you do not use a Central Alert Server but your CRM system, choose NONE.


3.4 Account Fact Sheet

UseThe Account Fact Sheet displays the most relevant information on any account stored in the system. The sources of this information are the business partner master data, statistical and transaction data derived from SAP CRM, SAP ERP and SAP NetWeaver BI. The following examples illustrate how to use the Account Fact Sheet with the business activities:

as an outline of the necessary contact data

as an overview of all existing open activities with your business partner

as a record of all interactions with your business partner in the past

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http://www.help.sap.com/


There are two possibilities to present the information contained in the Fact Sheet: a print version in PDF format and an online version. Both of them can be fully customized to include the necessary assignment blocks, grouping together certain types of information. It is possible to choose between forms, tables or views with graphics.

3.4.1 Defining RFC Connection for Account Fact Sheet

UseThe standard customer fact sheet displays only data of the CRM system. In order to extend the fact sheet with data from the ERP system and/or the BW system connectivity settings have to be made.

Skip the configuration of the corresponding RFC connection, if SAP ERP or SAP BW is not connected (standalone CRM client), or if this data is not relevant for the fact sheet.



SAP CRM IMG menu Customer Relationship Management CRM Middleware and Related Components Communication Setup Middleware Parameters Define Middleware Parameters

2. Choose R/3 customer fact sheet and order status.

3. Choose New Entries (F5).

4. Create the following table entry.

Field name User action and values Comment

Key CRMCFSOLTP

Parameter 1 CRMCFSOLTP

RFC Destination RFC destination for the ERP system

RFC destination has been created in building block C71 - CRM Connectivity


6. Choose Back (F3) twice.

7. Choose BW customer fact sheet.

8. Choose New Entries (F5).

9. Create the following table entry.

Field name User action and values Comment

Key CRMCFSBW

Parameter 1 CRMCFSBW

RFC Destination RFC destination for the BW system RFC destination has been created in building block BW3 - BW Connectivity for SAP CRM

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3.4.2 Maintaining Fact Sheet

UseIn this activity, you adapt necessary Customizing for a fact sheet being used in our scenarios.



SAP CRM IMG menu Customer Relationship Management UI Framework UI Framework Definition Fact Sheet Maintain Fact Sheet

2. In the dialog structure, select view Fact Sheet.

3. Regarding fact sheet BP_ACCOUNT_FS (Account Fact Sheet) maintain the following setting:

Field name User action and values

Global Data Context ID CURRENTCUSTOMER

4. Save your settings.

3.4.3 Assigning Fact Sheet to Work Center

UseIn this activity, you assign the fact sheet to a work center being used in our scenarios.


Transaction code CRMC_UI_NBLINKS

SAP CRM IMG menu Customer Relationship Management UI Framework Technical Role Definition Define Navigation Bar Profile

2. In the dialog structure, select view Define Logical Links.

3. Regarding logical link (work center) IC_AFS replace the existing fact sheet assignment (ICCMP_AFS) with the following one:

Field name User action and values

Parameter BP_ACCOUNT_FS

4. Save your settings.

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3.4.4 Print Version

UseThis version of the Account Fact Sheet allows the user to display information coming from SAP CRM and SAP ERP. The assignment blocks which bundle certain types of information are determined by the role to which the fact sheet is assigned.

PrerequisitesOn order to be able to view the print version of the fact sheet, the following ICF service needs to be activated:/sap/crm/crm_afs_print

To activate this service, carry out the following steps:

1. Open transaction SICF.

2. On the Maintain Services screen make sure that the entry SERVICE is entered in the Hierarchy Type field and choose Execute (F8).

3. In the Virtual Hosts / Services screen area expand the entry default_host sap crm.

4. Check if service crm_afs_print has been activated.If not, do a right mouse click on the entry crm_afs_print and choose Activate Service from the context menu. Confirm the dialog box.

Further information on the print version of Account Fact Sheets can be found in SAP Note 1040229 - Account Fact Sheet.


Transaction code SE54

SAP CRM menu SAP menu Architecture and Technology ABAP Workbench Development Other Tools General Table Maintenance Dialog

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2. Choose Edit View Cluster (Shift+F6).

3. Enter CRMVC_BUIL_PRT in the View cluster field and select Test.

4. Copy the role SAP_CRM_UIU_SLS_PROFESSIONAL to Z_SLS_EMPL-S. Verify that all customizing objects are copied as well.

To copy the role, mark the entry SAP_CRM_UIU_SLS_PROFESSIONAL and choose Copy As….(F6). In the next screen, overwrite the entry in the Role field with the new role names mentioned in the table below (one after the other). Press Enter twice. In the Specify object to be copied dialog box, choose copy all. Press Enter until you reach the Information dialog box.

5. Choose Save and select a customizing request if necessary.

6. Optional : You can modify the information to be displayed in the Account Fact Sheet for the Sales Employee as follows:

Select the new role Z_SLS_EMPL-S and double-click on view Related objects. (Optional).

Delete the entry BuilOpportunity / OPPORTUNITIES by selecting this related object and choosing the button Delete (Shift+F2)..

Choose Save (Ctrl+S).

7. Process steps 4 and 5 to copy the following roles:

Copy Template New Role

SAP_CRM_UIU_SLS_PROFESSIONAL Z_SLS_EMPL-S

SAP_CRM_UIU_SLS_PROFESSIONAL Z_SLS_MGR-M

SAP_CRM_UIU_MKT_PROFESSIONAL Z_MKT_EMPL-S

SAP_CRM_UIU_MKT_PROFESSIONAL Z_MKT_MGR-M

SAP_CRM_UIU_SRV_PROFESSIONAL Z_SRV_EMPL-S

SAP_CRM_UIU_SRV_PROFESSIONAL Z_SRV_MGR-M

3.4.5 HTML Version

UseIn this version it is possible to select from different page layouts for the fact sheet: single column page or multiple tiles pages. It is available to choose the views to be assigned, as well as the load options for them. As an example, a current configuration will be done and will be available for all users and managers applying the role configuration key General Role Config Key for BP.

PrerequisitesThis customizing step requires that the logon data in the CRM system and in the component workbench are identical.

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Procedure

1. Access the activity using one of the following navigation options:

Transaction code BSP_WD_CMPWB

SAP CRM menu SAP menu Architecture and Technology Configuration Access BSP WD Workbench

2. Enter the value BSP_DLC_FS in the field Component.

3. Choose Display (Display Component).

4. In the Component Structure Browser under Component Views, double-click on the view BSP_DLC_FS/factsheet.

5. Select the Configuration tab in the working area on the right side of the screen.

6. Choose Edit and select a customizing request if necessary.

7. In field Fact Sheet select Account Fact Sheet (BP_ACCOUNT_FS).

8. Choose New in the Result List area.

9. Select Role Key General Role Config Key for BP and choose Next.

10. Select Single Column as page type.

11. Choose Next.

12. Two tables appear on the screen. The first one, Available Fact Sheet Views, contains all available views that can shape the content of the Fact Sheet. The second one, Assigned Fact Sheet Views, contains those views which have already been included in the Fact Sheet.

13. The view Credit Information needs additional settings to be displayed. Select Configuration next to Credit Information in the Assigned Fact Sheet Views table. Transfer all fields from the Available Fields table to the Displayed Fields table and select Back.

14. Choose Save.

15. Process steps 7-14 using the following example data:

Example:Select the following views for your selected Role Key you entered in step 9 from the Available Fact Sheet Views and use the right arrow to make them available in the Assigned Fact Sheet Views table.

Role Key Title

General Role Config Key for BP

Marketing Attributes

Open Leads

Contacts

Activities

Credit Information

Opportunities

Last Sales Docs

Interaction History

Installed Base Components

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Role Key Title

Service Contracts

Service Orders

Backorders

If you use the fact sheet also for other languages different than English, the titles of the fact sheet views might not be visible in, for example, German language.In this case proceed as follows:

1. Log on to the CRM system with the relevant language.

2. Proceed to step 7 as described above.

3. Select the relevant Role Config. Key (General Role Config Key for BP).

4. Move all fact sheet views listed in table Assigned Fact Sheet Views to table Available Fact Sheet Views, and back to table Assigned Fact Sheet Views again.

5. Also process step 13 as described above.

6. Choose Save.

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CRM 701_ - Cross Topic (Alert Factsheet) BB_B08

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