b08 cross topics

CRM 5.0

July 2006

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

© Copyright 2006 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.

IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, Informix, i5/OS, POWER, POWER5, OpenPower and PowerPC are trademarks or registered trademarks of IBM Corporation.

Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.

Oracle is a registered trademark of Oracle Corporation.

UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.

HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

Java is a registered trademark of Sun Microsystems, Inc.

JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.

MaxDB is a trademark of MySQL AB, Sweden.

SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, 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 in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

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.

© SAP AG of 10


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.

© SAP AG of 10


ContentsConfiguration Guide.................................................................................................................. 5

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

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

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

2.2 SAP Note................................................................................................................5

3 Configuration..................................................................................................................6

3.1 SAP Business Workflow..........................................................................................6

3.1.1 Defining Basic Settings for Workflow................................................................6

3.1.2 Activating Workflow in PC UI............................................................................7

3.2 Customer Fact Sheet..............................................................................................7

3.2.1 Defining RFC Connections for Customer Fact Sheet.......................................7

3.2.2 Adapting the Customer Fact Sheet...................................................................8

3.2.2.1 Defining Info Blocks and Views................................................................8

3.2.2.2 Assigning Standard Views to Roles.........................................................9

© SAP AG of 10


Configuration Guide

1 PurposeThe building block CRM Cross-Topic Functions contains the steps to implement SAP Business Workflow and the Customer Fact Sheet as an optional enlargement within the context of a CRM sales scenario.

2 Preparation2.1 PrerequisitesBefore starting with the installation of this building block, please see the document Quick Guide to Installing SAP Best Practices for CRM.

2.2 SAP NoteBefore you begin the installation and configuration, read the relevant SAP Notes. These SAP Notes contain important information for installation and configuration, and also corrections concerning this building block.

Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP Notes on the SAP Service Marketplace (http://service.sap.com/notes) or in SAPNet.

SAP Note Area Title

CRM System

490871 Customer Fact Sheet Composite note: CRM Business Partner Cockpit and Fact Sheet

© SAP AG of 10


3 Configuration3.1 SAP Business Workflow

3.1.1 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.

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

Transaction code SWU3

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

2. From the menu choose Auto-Customizing Execute.

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.

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

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

6. Enter the domain.

7. Save your entries.

8. To change the default RFC destination for the Workflow, choose the entry Maintain Runtime Environment Configure RFC Destination and press 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 Menu 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.

© SAP AG of 10


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

The system user WF-BATCH is created. All automatically created users have the profiles SAP_ALL and SAP_NEW assigned to them, which gives them full authorization rights. If this authorization is not applicable to your project you can restrict the rights of these users according to SAP Note 0338537.

3.1.2 Activating Workflow in PC UIIn order to make incoming workflow messages, visible in the PC UI – Universal Working List, please see related section of the configuration guide ‘Configuring the business package for SAP CRM SP01.

The document can be found under: http://service.sap.com/crm-inst -> CRM 5.0

3.2 Customer Fact Sheet

UseThe Customer Fact Sheet enables you to view and manage condensed business partner information while you are working in the following CRM applications:

Business transaction processing, such as opportunities or activities

Business partner maintenance

Interaction Center

The use of the customer fact sheet is optional, which means that these configuration settings are not mandatory.

For the latest information about the Customer Fact Sheet please see SAP Note 490871.

3.2.1 Defining RFC Connections for Customer 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 R/3 system and/or the BW system connectivity settings have to be made.

Procedure1. Access the activity using the following navigation options:

Transaction code SPRO

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

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

3. Choose New Entries.

4. Create the following table entry.

© SAP AG of 10


Field name User action and values Comment

Key CRMCFSOLTP

Parameter 1 CRMCFSOLTP

RFC Destination RFC destination for the R/3 system

5. Select BW customer fact sheet.


7. 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


3.2.2 Adapting the Customer Fact Sheet

UseThe information displayed in the Customer Fact Sheet can be customized. For Best Practices purposes the pre-defined standard views are sufficient.

The two following sections describe an example how the Customer Fact Sheet views can be extended in the area of the Interaction Center.For more detailed information please see the documentation of the IMG activities mentioned in these sections.

3.2.2.1 Defining Info Blocks and Views

UseThe information contained in the fact sheet is divided into information (info) blocks that group together certain kinds of data. You can choose which info blocks appear in the fact sheet, as well as the sequence in which they appear. You can then combine the info blocks you require into views and assign them to different user groups or roles. This enables you to design different fact sheets for different users.

Procedure1. Access the activity using the following navigation options:

Transaction Code SPRO

SAP CRM IMG menu CRM Master Data Business Partner Business Partner – Cockpit and Fact Sheet Define Info Blocks and Views

2. Go to the item in the menu tree View definitions.


4. Create the following entries (one for each IC scenario).The Field GUI will be automatically generated once you save your data.

When creating new data manually for both languages (EN and DE), you need to

© SAP AG of 10


maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE).

GUID View (EN and/or DE)

<generated GUID> BP IC Customer Service & Support

<generated GUID> BP IC Information Help Desk

<generated GUID> BP IC Complaint Management

<generated GUID> BP IC Telesales

5. Select one of the newly created views.

6. Double-click on folder Assigning info blocks.

7. Select the following info blocks for each newly created view:

BP IC Customer Service & Support

Key Info Block Item

<generated Key> Completed Transactions 1

<generated Key> Address 4

BP IC Information Helpdesk

Key Info Block Item

<generated Key> Contact Person 1

BP IC Complaint Management

Key Info Block Item

<generated Key> Interaction History: Last N Months 1

BP IC Telesales

Key Info Block Item

<generated Key> Sales: All Sales Area 1

ResultAdditional info blocks were added.

3.2.2.2 Assigning Standard Views to Roles

UseThe purpose of this activity is to assign standard views to certain single roles. This enables to you decide which information your employees should be able to see when they call up the fact sheet. Thus, every employee can see the information that is most relevant to the tasks they perform within your organization.

© SAP AG of 10


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

Transaction code CRMD_CCKPT_VIEWCUST

SAP CRM IMG menu Customer Relationship Management Master Data Business Partner Business Partner - Cockpit and Factsheet Assign Standard Views to the Roles

2. Enter the following data:

BP IC Customer Service & Support

Role SAP_CRM_CUST_INTERACT_CENTER

Application ID CIC

Application Name CUSTOMER INTERACTION CENTRE

Default View Key <Generated Key>

Default View Name BP IC Customer Service & Support

BP IC Information Helpdesk


Application ID CIC



Default View Name BP IC Information Helpdesk

BP IC Complaint Management


Application ID CIC



Default View Name BP IC Complaint Management

BP IC Telesales


Application ID CIC



Default View Name BP IC Telesales


ResultStandard views were assigned to certain standard single roles.

© SAP AG of 10

b08 cross topics

Documents