BB Cross Topic Functions - SAP Service Marketplace - …sapidp/... · Web viewCustomer Relationship...

EHP3 for SAP CRM 7.0

October 2014

English

CRM Cross-Topic Functions (B08)

SAP SEDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

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

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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..........................................................................................................................6

2 Preparation..................................................................................................................... 6

2.1 Prerequisites...........................................................................................................6

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

3.1 Basic Data - Translation Check...............................................................................6

3.1.1 Checking Country Descriptions (CRM + ERP)..................................................6

3.1.2 Checking Units of Measurement (CRM + ERP)................................................7

3.1.3 Checking Department Descriptions..................................................................7

3.1.4 Checking Function Descriptions.......................................................................8

3.2 SAP Business Workflow..........................................................................................8

3.2.1 Creating User WF-BATCH for Workflow...........................................................8

3.2.2 Maintaining Profile for User WF-BATCH...........................................................9

3.2.3 Generating Authorization Profiles for User WF-BATCH..................................10

3.2.4 Assigning Authorization Role to User WF-BATCH..........................................10

3.2.5 Defining Basic Settings for Workflow..............................................................11

3.2.6 Activating Additional Workflows in the CRM WebClient (Optional).................12

3.3 Alerts..................................................................................................................... 12

3.3.1 Central Alert Server........................................................................................13

3.4 Account Fact Sheet...............................................................................................13

3.4.1 Defining RFC Connection for Account Fact Sheet..........................................14

3.4.2 Maintaining Fact Sheet...................................................................................14

3.4.3 Assigning Fact Sheet to Work Center.............................................................15

3.4.4 Print Version...................................................................................................15

3.4.5 HTML Version.................................................................................................17

4 Pre-Assembled Deployment.........................................................................................20

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

3 Configuration3.1 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 NetWeaver 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.

ResultYou have checked the descriptions of all relevant countries.

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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 NetWeaver General Settings Check Units of Measurement

3. In the selection field, select dimension AAAADL (no dimensions) 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 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.


ResultYou have checked the unit of measurement for each relevant language.

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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ResultYou have checked the translation of the department descriptions.

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.


ResultYou have checked the function descriptions.

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.

Procedure1. 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.

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Function

Logon data tab page

Password WELCOME

Repeat Password WELCOME

User type System

Defaults tab page

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.


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 Change.

4. Enter the following data:

Profiles tab page

Profile Restrict the rights of this user according to SAP Note 1574002


After the profile assignment as per SAP Note 1574002, make sure the profiles SAP_WF_ALL and SAP_WF_PRC_ALL are also assigned to user WF-BATCH.

See also SAP Note 338537 for additional guidelines.

ResultAn authorization profile has been assigned to the system user WF-BATCH.

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3.2.3 Generating Authorization Profiles for User WF-BATCH


Transaction code PFCG

SAP CRM menu Architecture and Technology System Administration User Maintenance Role Administration Roles

2. In field Role enter role ID Z_BC_BMT_WFM_SERV_USER and choose Change.

3. On tab Authorizations choose button Change Authorization Data.

4. Insert new authorization object S_DATASET : From the menu choose Edit Insert authorization(s) Manual input.In dialog box Manual selection of authorizations enter authorization object S_DATASET and choose Continue.

5. Maintain values for new authorization object S_DATASET : Choose button Find in order to search for the new authorization object.Enter the following values and save each entry for the new authorization object:

Auth. Object Row Name Value

S_DATASET

ACTVT 06, 33

FILENAME *

PROGRAM SAPLCRM_MKTLIST_STAGING_API

6. Insert new authorization object S_BTCH_ADM : From the menu choose Edit Insert authorization(s) Manual input.In dialog box Manual selection of authorizations enter authorization object S_BTCH_ADM and choose Continue.

7. Maintain values for new authorization object S_BTCH_ADM : Choose button Find in order to search for the new authorization object.Enter the following values and save each entry for the new authorization object:

Auth. Object Row Name Value

S_BTCH_ADM BTCADMIN Y

8. Choose Save and confirm the default profile name.

9. Choose button Generate, and in dialog box Generate profile choose Generate.

10. Choose Back (F3) twice.

ResultThe profiles of all necessary single authorization roles have been generated.

3.2.4 Assigning Authorization Role to User WF-BATCH

UseThe new authoritation role needs to be assigned to the according system user(s).

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Transaction code PFCG

SAP CRM menu Architecture and Technology System Administration User Maintenance Role Administration Roles

2. Enter authorization role Z_BC_BMT_WFM_SERV_USER and choose Change.

3. Choose tab User.

4. Enter user WF-BATCH in field UserID and choose enter.

5. Choose User Comparison.

6. Choose Complete Comparison.

7. Choose Save.

3.2.5 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.


Transaction code SWU3

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

2. Choose tree node Maintain Runtime Environment Configure RFC Destination

3. Choose Execute (F8)

4. In screen Check and Configure RFC Destination, choose password Set Password for RFC and User.

5. In screen Synchronization: Enter a new password, enter a password (that is WELCOME) in field Password.

6. Choose Continue (Enter)

7. In screen Check and Configure RFC Destination, Choose Continue (Enter)

8. Choose tree node Maintain Runtime Environment

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

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

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

12. 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.

13. Enter the domain.

14. Choose Save (Ctrl+S).

15. 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). In case of need, you can override the password of user WF-BATCH choosing the button Set Password for RFC and User.

16. 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.

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

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

ResultYou have successfully defined settings for the SAP Business Workflow.

3.2.6 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 Business Suite SAP Customer Relationship Management SAP EHP3 for CRM 7.0 Open the Application Help: SAP Library SAP Customer Relationship Management Basic Functions Worklist.

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,

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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 ServerUseA 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.


ResultYou have set an alert administration on your system and the connection to the Central Alert Server has been defined if required.

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

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

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http://help.sap.com/


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 connectivity settings have to be made.

Skip the configuration of the corresponding RFC connection, if SAP ERP 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

5. Choose Save (Ctrl+S).

6. Choose Back (F3) twice.

ResultYou have successfully defined a RFC connection in order to extend the fact sheet with data from the ERP system.

3.4.2 Maintaining Fact Sheet

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


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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.

ResultThe fact sheet BP_ACCOUNT_FS has been successfully maintained with the setting CURRENTCUSTOMER as Global Data Context ID.

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.

ResultYou have assigned the fact sheet to the IC_AFS work center.

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.

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Under this activity you would update a table entry of a view cluster.

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 GUI 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

ResultYou are now able to view the print version of the displayed information from SAP CRM and SAP ERP.

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 titles 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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Transaction code BSP_WD_CMPWB

SAP CRM GUI 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 Configuration Key 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. Using the arrow buttons, you can transfer views from one table to the other.

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

Service Contracts

Service Orders

Backorders

13. Choose Save.

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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.

ResultThe configuration is done. You are now able to choose the views to be assigned, as well as the load options for them.

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4 Pre-Assembled Deployment

UseIf you follow the “pre-assembled deployment” approach, some parts of the SAP Best Practices for CRM content are already activated, whereas others still need to be activated. Therefore, all configuration tasks are classified into one of the following categories:

Pre-Assembly (“Pre”): Configuration tasks classified as ‘Pre-Assembly’ have already been executed and do not need to be re-activated during an implementation project.

Post-Processing (“Post”): ‘Post-Processing’ configuration tasks still need to be performed in the target system landscape.

Some tasks can be classified as both ‘Pre-Assembly’ and ‘Post-Processing’; this means that these tasks have been pre-assembled, but need to be checked and potentially modified during the post-assembly phase.

Configuration TaskERP Integrated CRM Standalone

SystemPre Post Pre Post

3.1.1 Checking Country Descriptions (CRM + ERP) X X CRM + ERP

3.1.2 Checking Units of Measurement (CRM + ERP) X X CRM + ERP

3.1.3 Checking Department Descriptions X X CRM

3.1.4 Checking Function Descriptions X X CRM

3.2.1 Creating User WF-BATCH for Workflow X X CRM

3.2.2 Maintaining Profile for User WF-BATCH X X CRM

3.2.5 Defining Basic Settings for Workflow X X CRM

3.2.6 Activating Additional Workflows in the CRM WebClient (Optional)

X X CRM

3.3.1 Central Alert Server X X CRM

3.4.1 Defining RFC Connection for Account Fact Sheet

X NA NA CRM

3.4.2 Maintaining Fact Sheet X X CRM

3.4.3 Assigning Fact Sheet to Work Center X X CRM

3.4.4 Print Version X X CRM

3.4.5 HTML Version X X CRM

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