SAP CRM 7.0 – Actions

SAP CRM 7.0 Detailed View

SAP CRM 7.0

Actions

Table of Contents

1. Challenges and Market Trends 2. Actions 1. 2. 3. 4. 5.

Overview of Actions Actions in Detail Customizing Actions Output Determination Alerts

3. Conclusion 4. Further Information

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Challenges and Market Trends

Long-term customer relationships are essential in a world of transparent and competitive markets. Customer satisfaction is a key factor in such relationships.

Automated processes can help you achieve customer satisfaction and fulfill customers’ needs. They enable sales personnel to act and react promptly and appropriately to critical situations.

Optimized internal processes are another critical success factor. Reducing costs and increasing the ROI play a key role for companies.

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Actions – Key Features

Create subsequent documents automatically, depending upon conditions

Execute changes in the document currently being processed

Create output (print, fax, and e-mail)

Trigger workflow processes

Trigger alerts

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Actions – Business Benefits

Increased efficiency and reduced workload for sales personnel with predefined, automated processes

One face to the customer with clear and familiar processes

Flexibility with adjustment to customer requirements and internal processes

Complete integration with all SAP CRM transactions

Integrated early warning system

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What are Actions? Actions are flexible functions and processes, based upon freely-definable conditions, that occur automatically You can use the action feature in SAP CRM for

Processing subsequent functions and output Triggering workflows or alerts

Actions are integrated into the following SAP CRM business transactions

Activities Opportunities Quotations and orders Service processes Sales, service, and leasing contracts Complaints Leads

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Sample Actions

You can schedule and start predefined actions from transaction documents

Opportunity

Sales contract

Order

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Action

Condition

Gather information on customer (task)

Document in identification phase

Call customer (create follow-up activity)

If released value < target value two weeks before contract ends

Trigger alert when contract is cancelled

If customer notifies you of an intention to cancel

Print order confirmation

Order has been saved

Uses of Actions in Transactions

Smart Forms output Print E-mail Fax

Call a method Copy document (create follow-up document) Change status Trigger alert Any BADI

Start a workflow

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Basics of Actions in Transactions

Setup

One action profile per transaction type or item category Several actions per action profile Several processing types per action

Timing options for processing

Immediately On saving With a batch job

Conditions

Schedule condition – when should the action be brought into the document? Start condition – when should the action be processed?

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Processing Actions – Process Flow Action profile

Action Schedule condition Fulfilled Schedule automatically

Yes

Active Action tab

Start condition Fulfilled

No Processing time Inactive F4 (manual)

Toolbar (manual) SAP 2008 / Page 12

Processing medium

Processing Actions – Segments Processing medium and time

Transaction header and item

Planning

Starting

Schedule condition

Start condition

Action profile Examples Create task Trigger alert Send e-mail

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Document – Manually

Actions

Monitoring

Processing Actions – Steps

When a user creates a document, the following steps occur

Step 1

Planning

Step 2

Starting

Step 3

System checks whether start conditions have been fulfilled System starts actions automatically at defined processing time You can start an action manually (if allowed)

Monitoring

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System checks which actions are possible for the transaction or item System checks if the schedule conditions have been fulfilled System schedules active actions automatically Actions appear in the action list You can add or schedule inactive actions manually

You can monitor which actions are planned or have occurred with

Actions tab

Action monitor

Actions in WebClient UI

The WEB Client UI also contains an Actions tab (at the header and item level)

Actions list: list of all executed actions

Details of a selected action

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Action Monitor

The action monitor gives an overview of all planned actions and their status. You can trigger or repeat action processing and display the output (preview)

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Controlling Actions

For each action, you can define…

Processing time (when should processing take place?)

Determination technique (whether conditions must be met for an action to occur)

Partner determination (is the action partner-dependent?)

Action merging (how many actions can be processed?)

Processing types (method call, Smart Forms, and workflow, for example)

Other attributes

Whether scheduling should be automatic or manual

Whether the action is executable or changeable in the dialog

Whether the action is displayed in the toolbar

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Customizing Actions

How to define actions Step 1 Step 2 Step 3

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Define action profiles and action types for this profile

Define schedule and start conditions; adjust action profiles (if necessary)

Assign the action profiles to transaction types or item categories and/or use the condition technique for action profile determination

Define Actions – Step 1

Define action profiles and actions

Action profile Define action profile Assign date profile and object type

Action Define actions for the action profile Specify default settings for the action Processing time period Determination

Processing type Set how the action is executed (workflow, method call, or Smart Forms) Specify settings for processing type SAP 2008 / Page 20

Define Action Profile

Assign the business object type for which you want to use the profile Assign a date profile if you want to work with time-dependent conditions Enter the context class: CL_DOC_CONTEXT_CRM_ORDER

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Define Actions

Specify the default values for the action

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Define Processing Types for the Action

Assign the processing types to the action

Make additional settings for each processing type

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Create Actions with the Wizard

The wizard helps you create new actions

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Define Actions – Step 2

Define conditions and adjust the action profile

1. Choose the action profile you want to process 2. Choose the action you want to adjust 3. Define conditions Schedule condition

Start condition

Decides whether an action should be scheduled or not

Checked before the action is processed

Example: net value > $10,000

Example: two weeks before the “valid to” date

4. Adjust action (processing settings) SAP 2008 / Page 25

Define Conditions

Select action profile

Select the action for which you want to create conditions

Define conditions

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Condition Editor

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Additional Remarks

The default values from the action settings are automatically proposed (if the Default Settings From Action Definition flag is active) on the Overview tab

You can display and change the processing parameters on the Action Details tab

If you don’t define any conditions, the system automatically assumes that the conditions have been fulfilled and triggers the action

If you want to use time-dependent conditions, you must define date profiles with dates, duration, and date rules in date management You must also ensure that the correct date profile is assigned to the action profile

Always use search help for constants in the condition editor

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Define Actions – Step 3 Assign action profile to transaction type or item category and/or use condition technique for profile determination

Transaction Type

Item Category

Action Profile

Action Profile

Header

Item Detail Actions

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Actions

Condition Technique for Action Profile Determination Advantages: Action profile determination

Is very flexible

Can be controlled according to individual customer needs

Can consider certain dependencies

Is recommended when a large number of actions should be triggered and actions can be grouped

Examples

Action profile determination can be controlled depending upon

Input channel (such as Internet sales or mobile sales)

Customer, customer hierarchy, or customer group

Product group

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Condition Technique for Action Determination – Customizing

Action profile determination with condition technique

BADI for defining requirements for determination procedure

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Action Profile Determination

Transaction Type

Action Profile 1 (Header)

Static AP Assignment

Action Profile Determination Procedure

A P D Procedure

Condition Type (A) Access Sequence

Req.

Action 1

001

Action 2

(001) SalesOrg/Cust. (002) Cust/Transact. Type (003) Customer

Condition Type (B) Access Sequence

Condition Type (C) Access Sequence

Item Category

Action Profile 2 (Header) 002

Action 4 Action 5

003 Action Profile (Item) Action 3

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Example: Action Profile Determination Procedure Action Profile Determination Procedure: OCRM01 (Sales Order) Condition Type: OACK (Order confirmation) Access Sequence:.

1

2 3

Sales Organization Distribution Channel Division Transaction Type Customer

Actions profile: ACP001

Transaction Type Customer

Action 1

Order Confirmation with Email

Action 2

Mail to responsible Sales Rep

Transaction Type

Condition table with condition records

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Sales Distr. Diviso Trans.ty pe Org. Chann n el

Custom er

Act. Profil

1000

10

00

TA

4711

AP001

2000

10

00

TA

AP002

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Output Determination Output determination enables you to print, fax, or e-mail documents in SAP CRM applications and solutions with SAP R/3 Enterprise

You define output as action definitions

For every output type you define one action. You can choose from

Processing time (immediately, when saving, or by report)

Processing type (print, fax, or e-mail)

Determination technique (related to conditions or automatically)

Partner determination (related to partners or not)

Action merging

Print settings

Use Smart Forms to design your forms

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Output – Order Confirmation

Address – ship-to party Company data General data

Order items

Quotation items

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Printing in the WebClient UI

Choose the Preview Output button to start Acrobat Reader

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Printing from the Action Monitor You can display and print several types of output together with the action monitor. You can also repeat the print run

Process output

Preview

Processing log

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Customizing for Output Determination

To define output actions, assign the Smart Forms processing type to the required action Assign a form, a processing class, and a processing method

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Define Conditions and Output Details

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Alerts You can use actions to trigger alerts. This feature helps accelerate processing of critical situations by immediately informing the person responsible about potential problems

Example Send an alert to the sales manager if a valuable contract is cancelled

The alerts are delivered to recipients in their alert inboxes (in SAP NetWeaver Portal, for example)

The actions are used to trigger the alerts. Alert management – a generic business tool – performs subsequent processing

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Alert Management – Overview

SAP CRM triggers an alert of a particular alert category from action management (PPF)

Alert Engine (SAP NetWeaver Application Server 6.20) E-Mail

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Alert Inbox (SAP NetWeaver Portal)

Infrastructure for creating and providing the alerts

Cell Phone and SMS

The Alert Inbox in the WebClient UI You can use the alert inbox and alert list iViews to display the alerts in all SAP CRM roles

The alert inbox displays an overview of all alerts (all categories) The alert list displays the details of alerts for one category

The user can display the details of the document that triggered the alert (with a hyperlink)

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Settings for Triggering Alerts

How do I define actions for triggering alerts?

1. Define alert categories within alert management

2. Define an action with Alert processing type

3. Enter the category as a processing parameter

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Alert Categories

Define alert categories in alert management

Define alert category

Define properties, texts, and subsequent activities You can also define recipients for every alert category IMG: Basis Æ Basic Services Æ Generic Business Tools SAP 2008 / Page 46

Define Action

The Alert processing type offers tight integration with alert management; RFCenabled search help is available

Built-in search help reads alert categories maintained on the central alert server

Call maintenance of alert definitions on the central server SAP 2008 / Page 47

Define Processing Parameters

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Comparison of Workflow and Actions

Workflow

Actions

All necessary workflow

Workflow settings not required

settings must be made Complex scenarios with

multiple steps and systems can be processed Triggered by events, actions,

customizing, or programming; requires a COMMIT WORK No separate planning and start

condition Combined with organizational

management Creates work items in

business workplace

Simple processes for single

steps in a single SAP CRM system Triggered by a Basis PPF,

which does not require a COMMIT WORK Flexible planning and start

conditions Appropriate for date-driven

processes Independent of organizational

management Independent of business

workplace SAP 2008 / Page 50

Tips and Tricks

Create new action profiles and actions with the wizard. For later changes or processing, select J Change Actions and Definitions J Define Action Profile and Actions.

You can select an action profile as a common profile and include it in other profiles. This feature saves you from having to define the same action several times

Determination Using Conditions technique: these conditions must be coded and cannot be transported. We therefore recommend that you do not use this type of condition unless truly necessary

Make sure that the action profile, the date profile you are using, and the transaction type to which you assign the action profile have the same business object type

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Further Information

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SAP CRM - Roll-Out Map https://portal.wdf.sap.corp/go/crm-rollout-map

SAP CRM - Ramp-Up Knowledge Transfer (RKT) http://service.sap.com/rkt-crm

SAP CRM – Demo Portal http://crmportal.wdf.sap.corp:1080

SAP CRM – WiKi https://wiki.wdf.sap.corp/display/SAPCRMHub/Home

SAP CRM - Help Portal http://help.sap.com/crm

SAP Public Web http://www.sap.com/crm

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SAP CRM 7.0 – Actions

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