SAP CRM 7.0 - Actions
SAP CRM 7.0 - Actions
SAP CRM 7.0 - Actions
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Actions
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Long-term customer relationships are essential in a world of transparent and competitive markets. Customer satisfaction is a key factor in such relationships. Automated processes can help you achieve customer satisfaction and fulfill customers needs. They enable sales personnel to act and react promptly and appropriately to critical situations. Optimized internal processes are another critical success factor. Reducing costs and increasing the ROI play a key role for companies.
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Actions are integrated into the following SAP CRM business transactions
Activities Opportunities Quotations and orders Service processes Sales, service, and leasing contracts Complaints Leads
Sample Actions
You can schedule and start predefined actions from transaction documents
Action
Opportunity Gather information on customer (task)
Condition
Document in identification phase
Sales contract
Call customer (create follow-up activity) Trigger alert when contract is cancelled
If released value < target value two weeks before contract ends If customer notifies you of an intention to cancel
Order
Call a method
Copy document (create follow-up document) Change status Trigger alert Any BADI
Start a workflow
Setup
One action profile per transaction type or item category Several actions per action profile Several processing types per action
Conditions
Schedule condition when should the action be brought into the document? Start condition when should the action be processed?
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Action Schedule condition Fulfilled Schedule automatically No Processing time Inactive F4 (manual) Processing medium Yes Active Action tab Start condition Fulfilled
Toolbar (manual)
SAP 2008 / Page 12
Planning
Starting
Monitoring
Schedule condition
Start condition
Document
Manually
Actions
Step 1
Planning
System checks which actions are possible for the transaction or item System checks if the schedule conditions have been fulfilled System schedules active actions automatically Actions appear in the action list You can add or schedule inactive actions manually
Step 2
Starting
System checks whether start conditions have been fulfilled System starts actions automatically at defined processing time You can start an action manually (if allowed)
Step 3
Monitoring
You can monitor which actions are planned or have occurred with Actions tab Action monitor
Actions in WebClient UI
The WEB Client UI also contains an Actions tab (at the header and item level)
Action Monitor
The action monitor gives an overview of all planned actions and their status. You can trigger or repeat action processing and display the output (preview)
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Controlling Actions
Customizing Actions
Action profile
Define action profile Assign date profile and object type
Action
Define actions for the action profile Specify default settings for the action
Processing time period Determination
Processing type
Set how the action is executed (workflow, method call, or Smart Forms) Specify settings for processing type
SAP 2008 / Page 20
Assign the business object type for which you want to use the profile Assign a date profile if you want to work with time-dependent conditions Enter the context class: CL_DOC_CONTEXT_CRM_ORDER
Define Actions
1. Choose the action profile you want to process 2. Choose the action you want to adjust 3. Define conditions
Schedule condition Decides whether an action should be scheduled or not Example: net value > $10,000 Start condition Checked before the action is processed Example: two weeks before the valid to date
Define Conditions
Define conditions
Condition Editor
Additional Remarks
The default values from the action settings are automatically proposed (if the Default Settings From Action Definition flag is active) on the Overview tab You can display and change the processing parameters on the Action Details tab If you dont define any conditions, the system automatically assumes that the conditions have been fulfilled and triggers the action If you want to use time-dependent conditions, you must define date profiles with dates, duration, and date rules in date management You must also ensure that the correct date profile is assigned to the action profile Always use search help for constants in the condition editor
Transaction Type
Item Category
Examples
Action profile determination can be controlled depending upon Input channel (such as Internet sales or mobile sales) Customer, customer hierarchy, or customer group Product group
Transaction Type
Action Profile Determination Procedure
Static AP Assignment
Action Profile 1 (Header) Req. 001 Action 1 Action 2 Action Profile 2 (Header) 002 Action 4 Action 5
A P D Procedure
Item Category
Actions profile: ACP001 Action 1 Action 2 Order Confirmation with Email Mail to responsible Sales Rep
2 3
Custom er 4711
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Output Determination
Output determination enables you to print, fax, or e-mail documents in SAP CRM applications and solutions with SAP R/3 Enterprise
You define output as action definitions For every output type you define one action. You can choose from Processing time (immediately, when saving, or by report) Processing type (print, fax, or e-mail) Determination technique (related to conditions or automatically) Partner determination (related to partners or not) Action merging Print settings Use Smart Forms to design your forms
Order items
Quotation items
Process output
Preview
Processing log
To define output actions, assign the Smart Forms processing type to the required action Assign a form, a processing class, and a processing method
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Alerts
You can use actions to trigger alerts. This feature helps accelerate processing of critical situations by immediately informing the person responsible about potential problems
Example
Send an alert to the sales manager if a valuable contract is cancelled
The alerts are delivered to recipients in their alert inboxes (in SAP NetWeaver Portal, for example) The actions are used to trigger the alerts. Alert management a generic business tool performs subsequent processing
SAP CRM triggers an alert of a particular alert category from action management (PPF)
Alert Engine (SAP NetWeaver Application Server 6.20) E-Mail Alert Inbox (SAP NetWeaver Portal)
The alert inbox displays an overview of all alerts (all categories) The alert list displays the details of alerts for one category
The user can display the details of the document that triggered the alert (with a hyperlink)
Alert Categories
Define properties, texts, and subsequent activities You can also define recipients for every alert category
IMG: Basis
SAP 2008 / Page 46
Basic Services
Define Action
The Alert processing type offers tight integration with alert management; RFCenabled search help is available
Built-in search help reads alert categories maintained on the central alert server
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Workflow
All necessary workflow settings must be made Complex scenarios with multiple steps and systems can be processed Triggered by events, actions, customizing, or programming; requires a COMMIT WORK No separate planning and start condition Combined with organizational management Creates work items in business workplace
Actions
Workflow settings not required Simple processes for single steps in a single SAP CRM system Triggered by a Basis PPF, which does not require a COMMIT WORK Flexible planning and start conditions Appropriate for date-driven processes Independent of organizational management Independent of business workplace
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Further Information
SAP CRM - Roll-Out Map https://portal.wdf.sap.corp/go/crm-rollout-map SAP CRM - Ramp-Up Knowledge Transfer (RKT) http://service.sap.com/rkt-crm SAP CRM Demo Portal http://crmportal.wdf.sap.corp:1080 SAP CRM WiKi https://wiki.wdf.sap.corp/display/SAPCRMHub/Home SAP CRM - Help Portal http://help.sap.com/crm SAP Public Web http://www.sap.com/crm
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