CRM Cross-Topic Functions

8/10/2019 CRM Cross-Topic Functions

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CRM Cross-Topic Functions

Contents

Configuration Guide................................................................................................................... 2

1

Purpose........................................................................................................................... 2

2 Preparation ..................................................................................................................... 2

2.1

Prerequisites............................................................................................................ 2

2.2 SAP Note ................................................................................................................. 2

3 Configuration .................................................................................................................. 2

3.1 SAP Business Workflow .......................................................................................... 2

3.1.1 Defining Basic Settings for Workflow................................................................ 2

3.1.2 Activating Workflow in PC UI ............................................................................ 3

3.2

Customer Fact Sheet............................................................................................... 3

3.2.1 Defining RFC Connections for Customer Fact Sheet....................................... 4

3.2.2 Adapting the Customer Fact Sheet................................................................... 4

3.2.2.1 Defining Info Blocks and Views ................................................................ 5

3.2.2.2 Assigning Standard Views to Roles.......................................................... 6


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Configuration Guide

1 Purpose

The building block CRM Cross-Topic Functionscontains the steps to implement SAPBusiness Workflow and the Customer Fact Sheet as an optional enlargement within thecontext of a CRM sales scenario.

2 Preparation

2.1 Prerequisites

Before starting with the installation of this building block, please see the document QuickGuide to Installing SAP Best Practices for CRM.

2.2 SAP Note

Before you begin the installation and configuration, read the relevant SAP Notes. These SAP

Notes contain important information for installation and configuration, and also correctionsconcerning this building block.

Make sure that you have the most up-to-date version of SAP Notes. You can find the SAPNotes 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 Cockpitand Fact Sheet

3 Configuration

3.1 SAP Business Workflow

3.1.1 Defining Basic Settings for Workflow

Use

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

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

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

guides.

Procedure

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

Transaction code SWU3

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


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2. From the menu choose Auto-CustomizingExecute.

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

4. Choose the activity Maintain Additional Settings and ServicesMaintain StandardDomain for Internet Mail.

5. Choose Execute.

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

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 MaintainRuntime EnvironmentConfigure RFC Destination and press Execute (F8).The system attempts to logon with the standard user WF-BATCHfor the RFC destinationWORKFLOW_LOCAL_xxx(xxx = CRM client).By overwriting the default values for user and password you create a new user and password forthis RFC destination.

9. Start a verification workflow by choosing MenuExtrasStart Verification Workflow(F5).Follow the instructions on the screen. Make sure that you can execute these asdescribed.

10. Go to the Business Workplace (Transaction SBWP).Under InboxWorkflowyou 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 andthe subsequent background step.

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

3.1.2 Activating Workflow in PC UI

In 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 forSAP CRM SP01.

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

3.2 Customer Fact Sheet

Use

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

Business transaction processing, such as opportunities or activities

Business partner maintenance

Interaction Center


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

For the latest information about the Customer Fact Sheet please see SAP Note490871.

3.2.1 Defining RFC Connections for Customer Fact Sheet

Use

The standard customer fact sheet displays only data of the CRM system. In order to extendthe fact sheet with data from the R/3 system and/or the BW system connectivity settings haveto be made.

Procedure

1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu CRMCRM Middleware and Related ComponentsCommunication SetupMiddleware ParametersDefine Middleware Parameters

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

3. Choose New Entries.

4. Create the following table entry.

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

Use

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

The two following sections describe an example how the Customer Fact Sheet views can beextended in the area of the Interaction Center.


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For more detailed information please see the documentation of the IMG activities mentionedin these sections.

3.2.2.1 Defining Info Blocks and Views

Use

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

Procedure

1. 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 SheetDefine 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 tomaintain translation-sensitive data (descriptions, titles, texts etc.) twice, afterhaving logged on the system with the appropriate language (EN and/or DE).

GUID View(EN and/or DE)

BP IC Customer Service & Support

BP IC Information Help Desk

BP IC Complaint Management

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:


Key Info Block Item Completed Transactions 1

Address 4

BP ICInformation Helpdesk

Key Info Block Item

Contact Person 1


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BP ICComplaint Management

Key Info Block Item

Interaction History: Last N Months 1

BP ICTelesales

Key Info Block Item

Sales: All Sales Area 1

Result

Additional info blocks were added.

3.2.2.2 Assigning Standard Views to Roles

Use

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

Procedure

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

Transaction code CRMD_CCKPT_VIEWCUST

SAP CRM IMG menu Customer Relationship ManagementMaster Data BusinessPartnerBusiness Partner - Cockpit and FactsheetAssignStandard Views to the Roles

2. Enter the following data:


Role SAP_CRM_CUST_INTERACT_CENTER

Application ID CIC

Application Name CUSTOMER INTERACTION CENTRE

Default View Key

Default View Name BP IC Customer Service & Support

BP IC Information Helpdesk


Application ID CIC


Default View Key

Default View Name BP IC Information Helpdesk

BP IC Complaint Management


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Application ID CIC


Default View Key

Default View Name BP IC Complaint Management

BP IC Telesales


Application ID CIC


Default View Key

Default View Name BP IC Telesales


ResultStandard views were assigned to certain standard single roles.

CRM Cross-Topic Functions

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