week 2 day 1 post processing framework

7/27/2019 Week 2 Day 1 Post Processing Framework

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IBM Global Business Services

Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-132

Module Objectives

At the completion of this module you should be able to:

Describe action processing

Configure actions

Run action monitor


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[Actions]: Agenda

Business Scenario

Intoduction

Examples of actions

Process flow

CRM components that use actions Features of Actions

Post Processing framework

Process Flow

Processing/Planning/Starting/Monitoring actions

Schedule and Start conditions

Action Processing types

Action Monitor

SAP Business Workflow


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Business Scenario

You want to configure your business transactions such that under predefined

cases, there are automatic follow on activities that happen. This could be in

the form of a follow0up action or issuing forms, sending emails etc.


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Introduction

You can schedule and start predefined processes with theActions component

by means of user-definable conditions from transaction documents and

marketing objects.

You can tailor the type and time of actions to the requirements of yourcustomers and the processes in your company. This component thereby

offers you the possibility to adjust your service and sales and distribution

management and your campaign management even more closely to customer

needs, and simultaneously, to automate them.

TheActions component also provides the technique of controlling output. It

thereby replaces Output Determination of the SAP R/3 System.

Actions in CRM use the Basis Post Processing Framework(PPF) component

as the uniform interface for different processing methods.


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Examples of Actions

Revising Quotations :Two weeks after a quotation has been created, the systemgenerates an activity for the responsible sales employee so that he/ she calls to remindthe customer of the quotation and to answer any questions which may have arisen.

Quotation for a new contract: Four weeks before a contract expires, or, when 80% ofthe value of a value contract has been reached, the customer automatically receives aquotation for a new contract with the same conditions as for the current product.

Cancellation Notification :The sales manager is automatically notified by email if acontract with a value of 1 million Euro or more is cancelled.

Credit Memos: Credit memos are automatically created, and, without checking, forcomplaints with a value of less than 10 Euro.

Escalation Management: A customer with a maintenance contract is called backaccording to the reaction times agreed upon, when he sends a problem message.

Marketing Planner: You can send a reminder or information e-mail to all stakeholders(business partners) involved in the marketing project and assigned to the specificpartner function category.


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Features of Actions

With actions you can

create follow-up documents automatically

execute changes in the document or marketing object currently being processed,

output in print, by faxing or email

The system processes the actions automatically. You can however alsoschedule and start actions manually.

You can use the attributes of the transaction type used in the business objectas conditions.

You can create time-dependent conditions using the dates and date rulesfrom the appropriate date profile.

You can also define partner-dependent actions, for example, to send areminder e-mail to the employee responsible.


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The Post Processing Framework - PPF

The Post Processing Framework (PPF) is an SAP basic technology that is used in CRMfor the scheduling and processing of actions and outputs with an application document.

The PPF provides the following functions:

Technology for determination of actions and messages

Technology for merging actions found

Media for processing actions

User interface for the Customizing of action templates including determination and mergetechnologies and also processing media

User interface for the Customizing of conditions, incase the determination using conditions isused

Actions are displayed in CRM together with the application documents that supportactions. By using the tab pageActions in an application document, you can display alist, which contains the actions that were scheduled for the application document.

You can display the determination log for an action in the list. You can also display theprocessing log for a processed action.


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Process flow of action in transaction

Transaction type Item category

Action Profile

Action

Schedule

condition

Schedule

automatically

Processing timeImmediately

When saving

Selection report

Processing MediumSmart form

Workflow

methods

Start condition

Action list

F4(manually)

Toolbar

(manually)

inactive

activeYes

Fulfilled

No

Fulfilled


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Processing of Actions

The processing of actions can be structured in three segments:

Planning Actions

Starting Actions

Monitoring Actions


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Planning Actions

The system uses the action profile assigned to the transaction type to check

which actions are possible for the transaction. The system checks if the

schedule conditions are fulfilled, and for which actions.

The following takes place when the schedule conditions are fulfilled: The system enters actions with the indicatorSchedule Automaticallyinto the action

list in the transaction document or marketing object. They are active.

You can manually add (schedule) other actions from the profile. They appear in

the input help in the action list. They are inactive.

You can schedule actions with the indicatorDisplay in Toolbarusing theapplication toolbar of the document. They are also inactive.

It is only possible to start scheduled actions.


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Starting Actions

When the start conditions are fulfilled, or if no start conditions have beendefined, the system triggers the action at the processing time defined inCustomizing.

The following possibilities are available for starting:

starting automatically -The system triggers the action automatically when the startcondition for a scheduled action is fulfilled.

starting manually via the action list: You have to have selected the indicatorExecute in Dialogin the action definition for this function.

starting manually via the application toolbar for sales transactions, and via theObject Services toolbar for marketing objects

When starting the action the system uses the processing medium (method orSmart Form or workflow) preset in Customizing.


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Monitoring Actions

On theActions tab page in the transaction document, you can continually

monitor which actions are planned or have already been started and

executed.

You can change condition and processing parameters for start conditions inthe action list for actions which have been flagged in Customizing as

Changeable in Dialog .

You can monitor and start actions of several transaction documents or

marketing objects using the action monitor.


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Processing Time

The processing of an action can take place at different times.

You can define when the started action should be processed, that means

when the system should actually execute this action, for example, when the

system should create a follow-on document or print output. The following possibilities are available in CRM for the time an action is

processed:

Immediate processing- the action is started as soon as the start condition is

fulfilled.

Processing when saving the document. - the action is started when the documentis saved.

Processing using the Selection Report (Action Monitor) the action is started after

the execution of a selection report, if the start condition has been fulfilled.


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Conditions for Scheduling and Starting Actions

In CRM, you can make the schedule and start of actions depend on

conditions. Actions can only be scheduled when the schedule condition has

been fulfilled and started, and when the start condition has been fulfilled.

Transactiontype

Attribute from

Business Object

Repository

Attribute fromDate profile

Opportunity

Activity

Quotation

Net value/Phase

Contact person

Probability

Date: Phase start

Duration: Phase duration

Date: Planned date

Date: Valid to

Rule: Valid from + 2 weeks


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Determining Conditions

You have two possibilities when creating action definitions:

You use the wizard underBasic FunctionsActions Create Actions with

Wizard

You use the basic transaction underBasic FunctionsActions ChangeActions and Conditions Define Action Profile and Actions.

Calling condition definitions

Select Basic Functions Actions Change Actions and Conditions Define

Conditions in Customizing forCustomer Relationship ManagementorBasic

Functions ActionsActions in Marketing Planner Change Actions and

Conditions Define Conditions


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Different Action Processing Types

The system uses different processing types of the PPF during processing. There arevarious processing types for actions:

Methods (Business Add-Ins)

This is suitable for simpler processes, such as follow-up documents or creating positions, for

example calling a customer when you have received a cancellation. Templates are delivered for defining methods. You can use these to create as many follow-up

transactions as your require, and to define your own methods.

The copy control is used when processing methods.


This is suitable for more complex processes, for example, a follow-up document that includes

an approval process.

Smart Forms

Use this for printing, faxing or emailing documents. There is further information on outputdetermination in CRM under output determination.


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Smart Forms

SAP Smart Forms provide a graphical user interface that helps you create

and maintain the layout and the form logic of a form: the SAP Form Builder.

You dont require any programming or scripting knowledge.

When creating a form, you must: Retrieve the application data

Describe your form

Pass the application data to the form

When you request a printout of a form, the application program obtains the

relevant data to be used and prints it on the form.

Data retrieval and form logic are separated from one another.


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Action Monitor

You can monitor and trigger the processing of actions for several documents and marketingobjects using the action monitor.

If you regularly schedule the program as a background job, the system can automatically

start certain actions, whose start conditions have been fulfilled, at a particular time.


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You use SAPBusiness Workflow(WebFlow Engine) to define business

processes that are not yet mapped in the SAP System.

Business Workflow is particularly suitable for situations in which work

processes have to be run through repeatedly, or situations in which thebusiness process requires the involvement of a large number of agents in a

specific sequence

Business Workflow uses the existing transactions and functions of the SAP

System and does not change the functions.

You can combine the existing functions of the SAP System to form newbusiness processes with Business Workflow

week 2 day 1 post processing framework

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