CRM Activity Management

CRM Activity Management

Content

CRM Activity Management: Configuration Guide.............................................................................2

1 Purpose..................................................................................................................................2

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

2.1 Prerequisites ...................................................................................................................2

2.2 SAP Notes.......................................................................................................................2

3 Business Process Configuration............................................................................................3

3.1 Settings for Basic Functions............................................................................................3

3.1.1 Defining Partner Determination .................................................................................3

3.1.1.1 Defining Partner Functions..............................................................................3

3.1.1.2 Defining Access Sequence .............................................................................3

3.1.1.3 Defining Partner Determination Procedure .....................................................4

3.1.1.3.1 Defining Partner Determination Procedure Y0000002............................ 4

3.1.1.3.2 Defining Partner Determination Procedure Y0000003............................ 5

3.2 Settings for Transactions ................................................................................................6

3.2.1 Defining BP Transaction Types.................................................................................6

3.2.2 Deactivating Standard Transaction Types (optional) ................................................7

3.2.3 Defining Item Category Determination ......................................................................8

3.2.4 Defining Categories for Activities ..............................................................................8

3.3 Actions.............................................................................................................................9

3.3.1 Defining Action Profiles and Actions .........................................................................9

3.3.2 Defining Conditions .................................................................................................10

3.4 Defining Text Determination Procedure........................................................................11

3.5 Assigning Profiles and Procedures to Transaction Types ............................................11

3.5.1 Assigning Organizational Data Profile to Transaction Types..................................11

3.5.2 Assigning Partner Determination Procedure to Transaction Types ........................12

3.5.3 Assigning Action Profile to Transaction Types........................................................12

3.5.4 Assigning Category to Transaction Types...............................................................13

3.5.5 Assigning Text Determination Procedure to Transaction Types.............................13

3.6 Further Settings.............................................................................................................14

3.6.1 Activity Journal ........................................................................................................14

3.6.1.1 Maintaining Activity Journal Template Type .................................................14

3.6.1.2 Maintaining Activity Journal Template ..........................................................15

3.6.1.3 Copying Control for Business Transactions..................................................15

3.6.1.3.1 Defining Copying Control for Transaction Types .................................. 16

3.6.1.3.2 Defining Copying Control for Item Categories....................................... 16

3.6.1.3.3 Defining Item Category Determination when Copying .......................... 17

3.6.2 Questionnaire for Activity Management (Optional) .................................................17

3.6.2.1 Defining Questionnaires................................................................................18

3.6.2.2 Defining Determination Criteria for Questionnaires (Optional) .....................20

3.6.2.3 Defining Determination for Questionnaires ...................................................20

3.7 Groupware Integration ..................................................................................................21

3.7.1 Mapping of Activities to Groupware.........................................................................21

3.7.1.1 Mapping Activity Status to Groupware..........................................................21

3.7.1.2 Mapping Task Status to Groupware..............................................................22

3.7.1.3 Mapping Activity Text Types and Business Partners to Groupware.............23

3.7.1.4 Groupware Integration Set Up and Load Guide............................................23

CRM Activity Management: Configuration Guide

1 Purpose This Configuration Guide provides the information you need to set up the configuration of this building block manually.

2 Preparation

2.1 Prerequisites

Before starting with the installation of this building block, please have a look at the document Quick Guide to Installing SAP Best Practices for CRM.

2.2 SAP Notes

Before 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 Notes that are relevant for CRM Activity Management scenario:

SAP Note Number Description

--- Currently there are no relevant notes for this building block.

3 Business Process Configuration

3.1 Settings for Basic Functions

3.1.1 Defining Partner Determination

In this section you do the settings for partner processing. You should carry out the following:

1. Define partner functions

2. Define access sequences

3. Define partner determination procedures in which you specify an access sequence

4. Assign the partner determination procedures to the required business transaction types and item categories.

3.1.1.1 Defining Partner Functions

Use

In this activity, you define partner functions by entering short descriptions (such as pharmacist or stock options analyst), assigning them to partner function categories and entering usages, such as Customer Relationship Management or Enterprise Buyer. In some cases, you also specify a corresponding business partner relationship category.

The descriptions you enter here are displayed in the transactions that include these partner functions.

Procedure

1. Access the activity using the following navigation options:

SAP CRM Defining Partner Functions

Transaction code SPRO

IMG menu Customer Relationship Management → Basic Functions →

Partner Processing → Define Partner Functions

2. Select partner function 00000015 Contact Person and set the flag Block.

This flag defines whether the source partner is added during partner determination for the resulting quantity. If the source does not provide a standard partner, the source partner himself becomes the standard partner. If you mark this field, the source partner is not copied with the resulting quantity.

3.1.1.2 Defining Access Sequence

Use

The purpose of this activity is to define a new access sequence for the determination of the partner function Sales Representative against the entered Activity Partner.

Procedure


SAP CRM Defining Access Sequence



Partner Processing → Define Access Sequences

2. Select sequence 0002, Preceding Document → Business Partner Relationships: Activity

Partner and copy as Y002, BP Preceding Document → Business Partner Relationships:

Activity Partner → User with all entries.

3. Choose Copy all.

4. Go to Individual Accesses and choose New Entries:

5. Make the following entries:

Attribute Value

Batch Seq: 0040

Dialog Seq: 0040

Source Business Partner Assigned to the User

As a prerequisite for the automatic determination of the partner function Sales Representative from the Activity Partner it is necessary to maintain a relationship in the master data. Otherwise this function would be filled with the current User.

6. Choose Save.

3.1.1.3 Defining Partner Determination Procedure

3.1.1.3.1 Defining Partner Determination Procedure Y0000002

Procedure


SAP CRM Defining Partner Determination Procedure Y0000002



Partner Processing → Define Partner Determination Procedures

2. Select Procedure 00000002 Business Activities and copy as Y0000002 BP Business Activities (with all entries).

3. Select Procedure Y0000002 Activities and go to folder Partner Functions in Procedure.

4. Make a new entry for partner function 00000014 Employee Responsible (CRM) with the following data:

Attribute Value

Changeable (if Correct After Entry or Determination)

No. of Occurrences (Lowest) 1

No. of Occurrences (Highest) 1

Calendar maintenance

Changeable address

Access Sequence 0008 (Preceding Document � User)

5. Delete Function 00000022 Person Responsible (CRM).

6. Select Partner Function Sales Representative (CRM), go to Details and change

Access sequence to Y002 (BP Preceding Document → Business Partner Relationships:

Activity Partner → User)

7. Select Partner Function Contact Person (CRM) and change following attributes:

Attribute Value


Selection Limit (Select.Screen) 2

8. Go to folder User Interface Settings and make the following entries for Procedure Y0000002 Activities at Header Screen:

Partner Function1: 00000009 Activity Partner (CRM)

Partner Function2: 00000015 Contact Person (CRM)

Partner Function3: 00000012 Sales Representative (CRM)

Partner Function4: 00000014 Employee Responsible (CRM)

9. Choose Save.

In section Assigning Profiles and Procedures to Transaction Types the Partner Determination Procedure is assigned to the relevant transaction types.

3.1.1.3.2 Defining Partner Determination Procedure Y0000003

Procedure


SAP CRM Defining Partner Determination Procedure Y0000003s



Partner Processing → Define Partner Determination Procedures

2. Select Procedure 00000003 Tasks and copy as Y0000003 BP Task (with all entries).

3. Select Procedure Y0000003 Task and go to folder ‘Partner Functions in Procedure’.

4. Make the following entries for partner function 00000014 Employee (CRM):

Attribute Value

No. of Occurrences (Lowest) 1


Calendar maintenance

Access Sequence 0008 (Preceding Document � User)

5. Go to folder ‘User Interface Settings’ and make the following entries:

6. Choose Save.

In section Assigning Profiles and Procedures to Transaction Types the Partner Determination Procedure is assigned to the relevant transaction type.

3.2 Settings for Transactions

3.2.1 Defining BP Transaction Types

Use

A transaction type controls the processing of a specific business transaction. It defines the properties and characteristics (for example, sales order, service request, sales call) and defines further on the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile).

A transaction type is assigned to one or several business transaction categories. This category determines the business context in which the transaction type can be used (for example, service, sales, activity). One business transaction category must be defined as the leading category. This one is not related hierarchically to other transaction categories, but represents a preference. A sales transaction with business activity data would, for example, be more likely to have sales as leading business transaction category than business activity. Depending on the leading business transaction category, only specific combinations are possible with further business transaction categories.

The purpose of this activity is to reduce and adapt the required transaction types.

Procedure


SAP CRM Defining BP Transaction Types


IMG menu Customer Relationship Management →Transactions → Basic

Settings → Define Transaction Types

Attribute Value

Partner Function 1 00000014 Employee (CRM)

Partner Function 2 00000009 Activity Partner (CRM)

Partner Function 3 00000015 Contact Person (CRM)

2. Copy the following transaction types to the new transaction types with the following description. The advantage is that the related activities will be sorted.

Trans. Type

Description New Trans. Type

English Description

German Description (optional)

0001 Sales Call Y025 BP Sales Call BP Besuch

0002 Incoming Phone Call Y007 BP Call Incoming BP Anruf Eingehend

0003 Outgoing Phone Call Y008 BP Call Outgoing BP Anruf Ausgehend

0004 Incoming E-Mail Y009 BP E-Mail Incoming BP E-Mail Eingehend

0005 Outgoing E-Mail Y010 BP E-Mail Outgoing BP E-Mail Ausgehend

0020 Bus.Act.:With Prods Y020 BP Visit with Prod. BP Besuch mit Prod.

1003 Task Y030 BP Task BP Aufgabe

3. Assign new Categories and Directions to the following Transaction Types at the Customizing header level for business transaction category Business Activity.

Trans. Type Description Category Direction

Y007 BP Call Incoming Telephone Inbound

Y008 BP Call Outgoing Telephone Outbound

Y009 BP E-Mail Incoming E-Mail Inbound

Y010 BP E-Mail Outgoing E-Mail Outbound

Y020 BP Visit with Prod. Meeting Outbound

Please check the relevant settings. For transaction types Y007 to Y010 they should be already correct (copy from standard).

4. Choose Save.

3.2.2 Deactivating Standard Transaction Types (optional)

Use

If you only want to use the Best Practices Transaction Types for Activity Management, you can deactivate the standard transaction types. Otherwise you can skip this section.

Procedure


SAP CRM Deactivating Standard Transaction Types (optional)




2. Deactivate the following transaction types:

Trans. Type Description Inactive

0002 Incoming Phone Call X Inactive

0003 Outgoing Phone Call X Inactive

0004 Incoming E-Mail X Inactive

0005 Outgoing E-Mail X Inactive

0010 Business Activity X Inactive

Trans. Type Description Inactive

0020 Bus.Act.:With Prods X Inactive

1001 Meeting X Inactive

ACCP Act. Channel Partner X Inactive

ACTI Business Activity X Inactive

ACPO Channel Activity X Inactive

CHM1 Ch. Partner Registr. X Inactive

3. Choose Save.

3.2.3 Defining Item Category Determination

Use

In this process, you can define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. A maximum of three alternative item categories are possible.

Procedure


SAP CRM Defining Item Category Determination


IMG menu Customer Relationship Management → Transactions → Basic

Settings → Define Item Category Determination

2. Create new entries with the following data:

Trans. Type

Description Trans.

Item cat. usage

Item Category

Alt. itm cat. 1

Alt. itm cat. 2

Y020 Visit with Prod. --- ACT ACT0 ACT1

Y020 Visit with Prod. ACT0 ACT0 ACT ACT1

Y020 Visit with Prod. ACT1 ACT1 ACT ACT0

3. Choose Save.

3.2.4 Defining Categories for Activities

Use

You can create categories to further define your activity types.

For example, you have set up your system so that it contains the activity types:

• Visit with Prod.

• Tasks

Then, you can divide these into categories. For examples, the business activity could include categories for:

• Visit

• Telephone call

• E-mail

while the task could include categories such as:

• Preparation

• Reminder

Procedure


SAP CRM Defining Categories for Activities


IMG menu Customer Relationship Management →Transactions →

Settings for Activities → Maintain Categories, Goals, and

Priorities → Maintain Categories

2. Select Category MT, Meeting and copy as YVT, BP Visit.

3. Choose Save.

3.3 Actions

Use

Actions in CRM use the Post Processing Framework (PPF). The Post Processing Framework is a Basis component which generates actions (for example, sales call or workflow) from the data for an application according to an action definition (for example, a follow-up sales activity). The actions are processed at a specific time. The PPF provides the tools for planning, starting and monitoring the actions.

3.3.1 Defining Action Profiles and Actions

Use

The purpose of this activity is to create an action profile and templates for actions. When creating an action profile, note for which business transaction type you can use this action profile. You must assign the relevant business object type to the action profile. The assignment of the business object type makes sure that the attributes for the relevant business transaction type (for example, business activity) can be used for defining and processing the conditions. Only one business object can be assigned for each action profile. You can find out the business object type for the transaction type or the item category in Customizing for transactions under Define transaction types or Define item categories.

All maximum allowed actions are defined for a transaction type. You also specify general conditions in the action profile for the actions contained in the profile.

In this activity, you create an action profile and templates for actions. You can define the action templates more closely in the following step Defining Conditions.

Procedure

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

SAP CRM Defining Action Profiles and Actions

Transaction code CRMC_ACTION_DEF


Actions → Actions in Transaction → Change Actions and

Conditions → Define Action Profiles and Actions

2. Copy action profile ACTIVITY, description Activities to the new action profile Y_ACTIVITY, description BP Activity for Visit and Meeting with all entries.

3. Rename the action definition to:

- Y_ACTIVITY_CAMPAIGN_AUTOMATION

- Y_ACTIVITY_FOLLOWUP

- Y_ACTIVITY_PRINT

- Y_ACTIVITY_REMINDER_MAIL

- Y_ACTIVITY_REMOVE_BPFLAG

4. Choose Save.

3.3.2 Defining Conditions

Use

In this step, you process the action templates you have created in the activity Defining Action Profiles and Actions. Define the following characteristics in the newly created action profile BP Activity for Visit and Meeting.

Procedure


SAP CRM Defining Conditions

Transaction code CRMC_ACTION_CONF

IMG menu Customer Relationship Management → Basic

Functions → Actions → Actions in Transaction →

Change Actions and Conditions → Define Conditions

2. Double-click BP Activity for Visit and Meeting.

3. Choose Create from the toolbar at the right side and select Create follow-Up Task.

4. Select the created action and go to the Processing Details tab.

5. Deselect Default Settings from Action Definition.

6. On to the Settings Method Call tab: Choose Change Parameters.

7. Double click on Expression PROCESS TYPE: 1003.

8. Click on the Value in the PROCESS_TYPE Area and overwrite it with Y030 (BP Task).

9. Choose Apply Values.

10. Choose Save.

Please check which actions are also relevant for your scenario and add them.

3.4 Defining Text Determination Procedure

Use

The purpose of this activity is to fine-tune your new text element for transaction type Y020/BP Visit with Prod.

Procedure


SAP CRM Defining Text Determination Procedure


IMG menu Customer Relationship Management → Basic

Functions → Text Management → Define Text Determination Procedure

2. Select Object CRM_ORDERH and choose Procedure.

3. Select Text Dec. Pro. ACT00004 Meeting and copy all entries as YVISIT01 BP Visit.

4. Select the newly created Text Determination Procedure YVISIT01 and choose Definition of Procedure.

5. Make the following new entries:

Text Type Description Sequence

A004 Report 0040

A005 Business Partner Information 0050

A006 Correspondence 0060

and the following entries for all three text types:

Changes: Entire text can be modified, including deletion

Transfer Type: Not yet Defined.

6. Choose Save.

3.5 Assigning Profiles and Procedures to Transaction Types

3.5.1 Assigning Organizational Data Profile to Transaction Types

Procedure


SAP CRM Assigning Organizational Data Profile to Transaction Types




2. Assign the Org. Data Profile to the following transaction types:

Trans. Type Description Org Data Profile

Y007 BP Call Incoming Y00000000001

Trans. Type Description Org Data Profile

Y008 BP Call Outgoing Y00000000001

Y009 BP E-Mail Incoming Y00000000001

Y010 BP E-Mail Outgoing Y00000000001

Y020 BP Visit with Prod. Y00000000001

Y025 BP Sales Call Y00000000001

Y030 BP Task

3. Delete the Organizational Data Profile 000000000001/ Standard Org. Data Profile (Header) from Transaction Type Y030/ BP Task. The purpose of this activity is to bypass the Organizational Data search at transaction Tasks.

4. Choose Save.

3.5.2 Assigning Partner Determination Procedure to Transaction Types

Use

The Partner Determination Procedure Y0000002 is assigned to the following transaction types.

Procedure


SAP CRM Assigning Partner Determination Procedure to Transaction Types




2. Assign the Partner Determination Procedure Y0000002 to the following transaction types:

Trans. Type Description

Y007 BP Call Incoming

Y008 BP Call Outgoing

Y009 BP E-Mail Incoming

Y010 BP E-Mail Outgoing

Y020 BP Visit with Prod.

Y025 BP Sales Call

3. Assign the Partner Determination Procedure Y0000003 Task to the following transaction type:


Y030 BP Task

4. Choose Save.

3.5.3 Assigning Action Profile to Transaction Types

Use

The Action Profile Y_ACTIVITY is assigned to the following transaction type.

Procedure


SAP CRM Assigning Action Profile to Transaction Types




2. Assign the Action Profile Y_ACTIVITY to the following transaction types:



3. Choose Save.

3.5.4 Assigning Category to Transaction Types


SAP CRM Assigning Category to Transaction Types




2. Assign the new Category to the following Transaction Type at the Customizing header level :

Trans. Type Description Category Direction

Y020 BP Visit with Prod. BP Visit Outbound

3. Choose Save.

3.5.5 Assigning Text Determination Procedure to Transaction Types

Use

The Text Determination Procedure YVISIT01 is assigned to a transaction type.

Procedure


SAP CRM Assigning Text Determination Procedure to Transaction Types




2. Assign the Text Determination Procedure YVISIT01 to the following transaction type:



3. Choose Save.

3.6 Further Settings

3.6.1 Activity Journal

Use

You can use activity journals in activities to record and update information gathered from customer visits or meetings. The information in the activity journal may or may not be product-related. An activity journal can contain the following information:

• Type and number of products discussed or samples handed out to customers, for example, in the Pharmaceuticals industry.

• Position of products in store - for example, are they placed on promotional shelf? Are they placed at the check-out or near the entrance of the store?

• Customer feedback

The information gathered in activity journals can be used to:

• Track the distribution of samples in the Pharmaceuticals industry

• Analyze sales data, for example, number of products handed out to customers

• Track the progress of your sales team, for example, the number of discussions held with customers, and the result of these discussions

• Detect possible problem areas, for example, slow and non-moving products

Prerequisites

Before you can work with activity journals, you need to have defined an activity journal template type and (optional) an activity journal template. Both the activity journal template type and template can be used to store products with an activity. You can additionally use the template to work with pre-filled products.

Industry-Specific Fields in Activity Journals:

You can insert industry-specific fields and corresponding selection lists (drop-down lists) into your activity journals, which you can use to enter information on specific topics, for example, main location placement of goods or promotion price in store.

Before you can insert industry-specific fields, you must carry out the activity described in the

documentation under Customizing for CRM → Transactions →Settings for Activities →

Activity Journal →Industry-Specific Fields → Define Industry-Specific Fields. Once you have carried out this activity, you can maintain the required selection lists in the Customizing activities under the node referred to above. But this is optional.

3.6.1.1 Maintaining Activity Journal Template Type

Use

The template type is a pre-defined form, which contains fields which you have defined for reporting information. You can use this form as a basis for defining a pre-filled template. You can use the template type to define which fields you want to see when you open the activity journal, for example, which products the fields are pre-filled with. You can also add your own fields you want to fill with information, such as result, reason for result, product priority, product status.

Procedure


Transaction code CRMM_JOURNAL

SAP CRM menu Activities → Define Activity Journals

2. Enter Template Type :Y_BP_ACT

3. Enter Type Name: BP Activity Management Tmp Type

4. Choose Released for Template.

5. On the Attributes Tab, select some Attributes you want to see in the template.

6. On the Overview Tab, enter Sales Org: BP_SALES

7. Choose Frequency: Always

8. Choose Transaction Type Y020 BP Visit with Product

9. Choose Category YVT BP Visit.

10. Enter Journal Title: BP Activity Journal.

11. Choose Save.

3.6.1.2 Maintaining Activity Journal Template

Use

A template cannot exist independently; it has to be assigned to a template type. You use the template to define which fields are displayed in the activity journal, for example, products and target groups. You can assign more than one template to a template type. This means that each template, despite containing different products and target groups, has the same structure as the structure defined in the template type.

Procedure


Transaction code CRMM_JOURNAL

SAP CRM menu Activities → Define Activity Journals

2. Choose Create.

3. Double Click Template.

4. Enter Journal Title: BP Activity Journal Template.

5. Choose Template Type: Y_BP_ACT BP Activity Management Tmp Type

6. On the Products/Default Values enter some Products.

7. On the Overview Tab enter Journal Title: BP Activity Journal Template.

8. Choose Released.

9. Choose Save.

3.6.1.3 Copying Control for Business Transactions

Use

It is possible to copy all transactions and create follow-up transactions from and to activities without maintaining the settings in the copying control for transactions. If you want to use activity journals with product and copy them to a follow up transaction, for example, sales methodology you have to proceed.

3.6.1.3.1 Defining Copying Control for Transaction Types

Use

In this step, you define the control for copying business transaction types. To do this, you enter a source transaction type and a target transaction type, and define the corresponding conditions for this combination.

In our example we would use the transaction type Y002 BP Cust Acquisition. Please check for the settings the building block CRM Opportunity Management and make the relevant settings. It is also possible to make this setting with the standard transaction types.

Procedure


SAP CRM Defining Copying Control for Transaction Types



Settings → Copying Control for Business Transactions → Define Copying Control for Transaction Types

2. Create the following new entries and leave the other fields empty:

Trans. Type Trans. Type

Y020 AG

Y020 TA

This is an example for SAP Best Practices. If you set up our own transaction type for quotation or order management, please use this one.

3. Choose Save.

3.6.1.3.2 Defining Copying Control for Item Categories

Use

In this step, you define the control for copying item categories.

To do so, you enter a source item category and a target item category, and define the corresponding conditions.

Procedure





Settings → Copying Control for Business Transactions → Define Copying Control for Item Categories


Source Item Category Target Item Category

ACT AGN

ACT TAN

Source Item Category Target Item Category

ACT1 AGN

ACT1 TAN

Note: This is an example for SAP Best Practices. If you set up our own item category for opportunity management, please use this one.

3. Choose Save.

3.6.1.3.3 Defining Item Category Determination when Copying

Use

In this step, you define a specific item category determination which should be run during copying. The item category is used to find the target item category in the source transaction for the transaction type in the target transaction. This means that the transaction type for the source transaction is not relevant for the item category determination.

Procedure

1. To carry out the activity, choose one of the following navigation options:


Transaction Code SPRO

IMG Menu Customer Relationship Management → Transactions → Basic

Settings → Copying Control for Business Transactions → Define Item Category Determination when Copying


Source Item Category Trans. Type Target Item Category

ACT AG AGN

ACT TA TAN

ACT1 AG AGN

ACT1 TA TAN

This is an example for SAP Best Practices. If you set up our own item category and/or transaction type for opportunity management, please use this one.

3. Choose Save.

Repeat this copy control settings for each transaction type / item category that are relevant for your scenario.

3.6.2 Questionnaire for Activity Management (Optional)

Use

You can use the questionnaire for any form of question and answer form that will contribute to your relationship with your customer. The following are examples of how you can use the questionnaire with your business activities:

� as a script during a telephone call to guide your employees during their conversations with customers

� as a customer feedback form to find out whether they were satisfied with your level of service during a visit or meeting or with a particular product

� as activity reports for your sales representatives to record how products are placed in a supermarket, number of free samples already provided, and so on.

The activity contains a tab page entitled Questionnaire, if the required Customizing settings have been made. You have to pre-define the questions, their possible answers and the weighting of the questions. You also have to assign the questionnaire to the transaction type.

Note that with the requisite HTML kit, you can also design your own questionnaires and then import these into CRM. For more information, please see the Survey Suite documentation under Importing Stylesheets and Parameters.

3.6.2.1 Defining Questionnaires

Use

The questionnaire in the activity is based on the survey. A survey is created in the Survey Suite. This is a tool for managing surveys, opinion polls and questionnaires. The surveys can be found in the left area of the Suite. The surveys for each application are found in the corresponding folders in the tree.

For an overview of the available surveys for the relevant application, open the folder for that application.

To display the content of a survey, double-click the survey you wish to see. The content is displayed on the right hand side of the screen.

If a translation has been created for a survey, and is available, the symbol next to the survey in the tree is the symbol for the "Translate" function.

It is possible to copy an existing survey. In this way, you make savings by reusing questionnaires in the same or similar survey projects.

Procedure

To carry out the activity, choose one of the following navigation options:

SAP CRM Defining Questionnaires

Transaction Code CRM_SURVEY_SUITE

IMG Menu Customer Relationship Management → Transactions →

Settings for Activities → Questionnaires → Define Questionnaires

General Settings for the Questionnaire:

1. Enter the transaction code CRM_SURVEY_SUITE to start the Survey Cockpit.

The Overview of Surveys screen appears.

2. In the list of applications choose the component ACTIVITY.

a. Press button Create (F5) to create a new questionnaire.

b. If you have already assigned a survey to the component, you can choose button Change (F6) to maintain it.

c. If you are copying an existing survey from another application, select the survey, choose the button Copy (F7), assign your newly created survey to application ACTIVITY and rename the survey.

You can edit your questionnaire in the Survey Builder that is opened for case a. and b.

A template is generated for a newly created survey. It already contains a survey title and a section with a question/answer and pushbuttons to send or reset the filled out questionnaire.

3. You can maintain survey attributes (CTRL + F12) to make central settings for your questionnaire.

The system opens a dialog box in which you can decide, for example, whether the survey can still be changed after sending or for which scenarios is it valid.

Create Survey Elements:

1. In the upper left screen area, select the hierarchy node in the structure view of the questionnaire.

2. Choose Insert Section to create a group of individual questions that belong together as regards subject.

The system displays detailed information for the section in the lower left screen area.

3. In the Text field enter a name that is to appear as the title of the question group in the survey.

4. Select the new section and choose Insert Question to define your questions. The system displays entry fields in which you can enter the question text, ID (is visible in expert mode) and the rating factor.

A question consists of the attributes question text, Id, and rating factor, which you must maintain and also of as many answers as required.

A unique Id must be assigned to each question. This Id is necessary for the later evaluation of the completed survey. The system gives you a suggestion for a unique Id, but you can overwrite this.

With the rating factor, you can control the quantitative evaluation of the survey. The higher the rating factor, the greater the weighting of the question in the evaluation. In the evaluation, the calculation is made by multiplying the rating factor of each question by the rating of the selected answer.

5. Select your question and choose Insert Answer to pre-define your answers. The system displays entry fields.

An answer consists of answer attributes and answer options. According to the answer category, the answer can contain one or more answer options. For input fields and text areas, only one answer option per answer is allowed, for radio buttons, check- boxes and list boxes, as many answer options as required are possible.

A unique Id (is visible in expert mode) must be assigned to every answer. This Id is necessary for the later evaluation of the completed survey. The system will give you a suggestion for a unique Id, but you can overwrite this.

You can also determine whether the text is placed to the left or the right of the input element and whether the answer should be in display format only and therefore unchangeable.

For input fields and text areas, you must also specify the size.

If necessary, select one of the answer options as a default value that is already selected when you open the questionnaire.

6. Add other questions/answers that you want to ask in this section or create new sections with questions/answers.

The system updates the status of the questionnaire in the structure view and in the preview every time as soon as you confirm your entries.

7. To change the attributes of a survey element you created, you have to double-click on it in the structure view.

8. Choose Save.

You can run a test for the created survey (CTRL + F8).

9. Go back (F3) and activate your survey (CTRL + F1).

3.6.2.2 Defining Determination Criteria for Questionnaires (Optional)

Use

You can specify further criteria specific to the activity, such as category, system status, target group or sales organization. This criteria set you can assign to a determination rule (see following chapter).

Procedure


SAP CRM Defining Determination Criteria for Questionnaires



Settings for Activities → Questionnaires → Define Determination Criteria for Questionnaires

2. Choose New Entries.

3. Enter an ID for the determination criteria in the Criteria Set field and a long text in the Description field.

4. Use the Input Help to choose the determination criteria you wish to set.

5. Choose Save.

3.6.2.3 Defining Determination for Questionnaires

Use

In this Customizing activity, you define determination rules for questionnaires in activities. For example, you can specify which questionnaire you want to appear for an activity for a specific validity period, or a certain transaction type or item category.

Procedure


SAP CRM Defining Determination for Questionnaires



Settings for Activities → Questionnaires → Define Determination for Questionnaires: Business Activity

2. Choose New Entries.

3. Enter an ID and a description for the determination.

4. Enter a validity period for the determination.

5. Choose the transaction type, for example Y020 Visit with Prod., and item category (if necessary).

6. In the Questionnaire ID field, choose the questionnaire that you wish to be determined for an activity.

7. If applicable, set the Mandatory and Active flags to specify whether the questionnaire should be filled out or whether the determination should be active. You can also assign additional criteria.

8. Choose Save.

3.7 Groupware Integration

3.7.1 Mapping of Activities to Groupware

Use

This mapping is only necessary if you wish to integrate CRM Activity Management with your Groupware system. To enable the synchronization of the Activity and Task data between the mySAP CRM server and the Groupware server, you must perform the following activities for the transaction types you created before.

3.7.1.1 Mapping Activity Status to Groupware

Use

This activity enables you to map CRM activity status to groupware status.

Procedure


SAP CRM Mapping Activity Status to Groupware


IMG Menu Customer Relationship Management →Transactions →

Settings for Activities → Mapping of Activities to Groupware → Map Activity Status to Groupware

2. Copy the entries of the standard transaction types to the new transaction types.

Trans. Type

User Status

Description VEVENT Sta

Status Description

Y007 E0001 BP Call Incoming 0001 CONFIRMED



Y007 E0007 BP Call Incoming 0003 CANCELLED

Y008 E0001 BP Call Outgoing 0001 CONFIRMED



Y008 E0007 BP Call Outgoing 0003 CANCELLED

Y009 E0001 BP E-Mail Incoming 0001 CONFIRMED



Trans. Type

User Status

Description VEVENT Sta

Status Description

Y009 E0007 BP E-Mail Incoming 0003 CANCELLED

Y010 E0001 BP E-Mail Outgoing 0001 CONFIRMED



Y010 E0007 BP E-Mail Outgoing 0003 CANCELLED

Y020 E0001 BP Visit with Prod. 0001 CONFIRMED



Y020 E0007 BP Visit with Prod. 0003 CANCELLED

Y025 E0001 BP Sales Call 0001 CONFIRMED



Y025 E0007 BP Sales Call 0003 CANCELLED

3. Choose Save.

3.7.1.2 Mapping Task Status to Groupware

Use

This activity enables you to map CRM task status to groupware status.

Procedure


SAP CRM Mapping Task Status to Groupware



Settings for Activities → Mapping of Activities to Groupware → Map Task Status to Groupware

2. Copy the entries of the standard transaction types to the new transaction types.

Trans. Type

User Status Description VEVENT Sta

Status Description

Y030 E0001 BP Task 0001 OPEN

Y030 E0002 BP Task 0002 IN-PROCESS

Y030 E0003 BP Task 0003 COMPLETED

Y030 E0007 BP Task 0004 CANCELLED

3. Choose Save.

3.7.1.3 Mapping Activity Text Types and Business Partners to Groupware

Use

This activity enables you to map CRM business activity text types, business partners and category to groupware text types, business partners and categories.

Procedure


SAP CRM Mapping Activity Text Types and Business Partners to Groupware



Settings for Activities →Mapping of Activities to Groupware

→Map Activity Text Types and Business Partners to Groupware

2. Create the following entries for the new transaction types.

Trans. Type

Description TxtType Function: Planner

Participnt Bus Act.n

Y007 BP Call Incoming A002 00000014 00000032 00000015

Y008 BP Call Outgoing A002 00000014 00000032 00000015

Y009 BP E-Mail Incoming A001 00000014 00000032 00000015

Y010 BP E-Mail Outgoing A002 00000014 00000032 00000015

Y020 BP Visit with Prod. A002 00000014 00000032 00000015

Y025 BP Sales Call A002 00000014 00000032 00000015

Y030 BP Task A001 00000014

3. Choose Save.

3.7.1.4 Groupware Integration Set Up and Load Guide

Use

This step has to be done after section Mapping Activities to Groupware. Use the Groupware Integration Set Up and Load Guide to set up the Groupware Integration. You find the guide in the online help.

Procedure

Access the activity using one of the following navigation options:

URL http://help.sap.com

CRM- Online Help Menu Dokumentation � mySAP Business Suite � mySAP Customer Relationship Management �SAP CRM 4.0 Support Release1 � SAP CRM Powered by SAP Netweaver � Process Integration � CRM Integration Services � CRM Middleware � Groupware Integration � Groupware Integration Setup and Load Guide

Go through the Groupware Integration Set Up and Load Guide in the following sequence: (Some of the actions in the Set Up and Load Guide are optional, only the mandatory actions are described here)

1. Groupware Integration Setup and Load Guide

2. Groupware Integration Configuration Activities

3. Groupware Server Configuration

4. Setting up the Groupware Connector

5. Configuring the Groupware Connector

6. Generating Functions and Services for BDoc Types

7. Generating Replication Services

8. Generating R/3 Adapter Services

9. Creating Sites for Groupware Adapter In the Object information: Site screen area, enter the name GWA_01 and the description Groupware_01 and choose the site type Groupware Adapter 01 (mBDoc).

10. Creating Subscriptions for the Groupware Adapter. Workforce Management subscriptions are not needed.

11. Enabling the Transfer of Attachments from CRM to Groupware.

12. Fetching Metadata for BUS_TRANS_MSG.

13. IMG Activities for Groupware Integration (go through all the activities mentioned and make the following entries at the following settings)

• Maintain General Groupware Settings: Enter Host und Port for Mapbox.

• Filter Condition for Business Partner Exchange with Groupware. Create a New Entry for BUPA, 1, CRM006

• Transaction:BP :Maintain the e-mail address for the users in role employee, which are maintained in the Groupware.

14. Fetching CRM Activitiy Categories to Master List Category Tab (use transaction se38)

15. Groupware Customizing Objects

16. Applying Filter Conditions for GWA_APPLN_MSG Customizing Object

17. Loading Customizing Objects to Groupware (Before Loading Customizing Object GWA_COUNTRY go to transaction: R3AC3. For Object GWA_COUNTRY set Block size to 10.)

18. Loading Business Partner to Groupware

Depending on your groupware integration, continue with section:

19. Setting Master Categories List in Microsoft Outlook.

Documents

CRM Activity Management