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

© SAP 2007 / Page 2

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.

SAP 2008 / Page 3

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

SAP 2008 / Page 4

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

SAP 2008 / Page 5

Further Information © SAP 2007 / Page 6 . Conclusion 4. Overview of Actions Actions in Detail Customizing Actions Output Determination Alerts 3. Challenges and Market Trends 2.Table of Contents 1. Actions 1. 2. 4. 5. 3.

What are Actions? Actions are flexible functions and processes. based upon freely-definable conditions. service. and leasing contracts Complaints Leads SAP 2008 / Page 7 . 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.

Sample Actions You can schedule and start predefined actions from transaction documents Action Opportunity Gather information on customer (task) Condition Document in identification phase Sales contract Call customer (create follow-up activity) Trigger alert when contract is cancelled If released value < target value two weeks before contract ends If customer notifies you of an intention to cancel Order Print order confirmation Order has been saved SAP 2008 / Page 8 .

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 SAP 2008 / Page 9 .

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? SAP 2008 / Page 10 .

3. 5. Actions 1. Further Information © SAP 2007 / Page 11 . 4. Challenges and Market Trends 2. 2. Overview of Actions Actions in Detail Customizing Actions Output Determination Alerts 3. Conclusion 4.Table of Contents 1.

Processing Actions – Process Flow Action profile Action Schedule condition Fulfilled Schedule automatically No Processing time Inactive F4 (manual) Processing medium Yes Active Action tab Start condition Fulfilled Toolbar (manual) SAP 2008 / Page 12 .

Processing Actions – Segments Processing medium and time Planning Starting Monitoring Transaction header and item Schedule condition Start condition Action profile Examples Create task Trigger alert Send e-mail Document – Manually Actions SAP 2008 / Page 13 .

Processing Actions – Steps When a user creates a document. the following steps occur Step 1 Planning 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 Step 2 Starting System checks whether start conditions have been fulfilled System starts actions automatically at defined processing time You can start an action manually (if allowed) Step 3 Monitoring You can monitor which actions are planned or have occurred with Actions tab Action monitor SAP 2008 / Page 14 .

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 SAP 2008 / Page 15 .

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) SAP 2008 / Page 16 .

Further Information © SAP 2007 / Page 17 . 2. Overview of Actions Actions in Detail Customizing Actions Output Determination Alerts 3. Actions 1. 5. 3. 4. Conclusion 4.Table of Contents 1. Challenges and Market Trends 2.

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.Controlling Actions For each action. Smart Forms. 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 SAP 2008 / Page 18 . and workflow.

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 SAP 2008 / Page 19 .Customizing Actions How to define actions Step 1 Step 2 Step 3 Define action profiles and action types for this profile Define schedule and start conditions.

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 SAP 2008 / Page 21 .

Define Actions Specify the default values for the action SAP 2008 / Page 22 .

Define Processing Types for the Action Assign the processing types to the action Make additional settings for each processing type SAP 2008 / Page 23 .

Create Actions with the Wizard The wizard helps you create new actions SAP 2008 / Page 24 .

000 Start condition Checked before the action is processed Example: two weeks before the “valid to” date 4. Define conditions Schedule condition Decides whether an action should be scheduled or not Example: net value > $10. Choose the action you want to adjust 3. Choose the action profile you want to process 2. Adjust action (processing settings) SAP 2008 / Page 25 .Define Actions – Step 2 Define conditions and adjust the action profile 1.

Define Conditions Select action profile Select the action for which you want to create conditions Define conditions SAP 2008 / Page 26 .

Condition Editor SAP 2008 / Page 27 .

the system automatically assumes that the conditions have been fulfilled and triggers the action If you want to use time-dependent conditions. 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 SAP 2008 / Page 28 .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. you must define date profiles with dates.

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 Header Actions Action Profile Item Detail Actions SAP 2008 / Page 29 .

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. or customer group Product group SAP 2008 / Page 30 . customer hierarchy.

Condition Technique for Action Determination – Customizing Action profile determination with condition technique BADI for defining requirements for determination procedure SAP 2008 / Page 31 .

Action Profile Determination Transaction Type Action Profile Determination Procedure Static AP Assignment Action Profile 1 (Header) Req. Type (003) Customer Condition Type (B) Access Sequence Condition Type (C) Access Sequence 003 Action Profile (Item) Action 3 Item Category SAP 2008 / Page 32 . 001 Action 1 Action 2 Action Profile 2 (Header) 002 Action 4 Action 5 A P D Procedure Condition Type (A) Access Sequence (001) SalesOrg/Cust. (002) Cust/Transact.

Profil AP001 AP002 SAP 2008 / Page 33 .ty pe Org. 1 Sales Organization Distribution Channel Division Transaction Type Customer Transaction Type Customer Transaction Type Actions profile: ACP001 Action 1 Action 2 Order Confirmation with Email Mail to responsible Sales Rep 2 3 Condition table with condition records Sales Distr. Diviso Trans. Chann n el 1000 2000 10 10 00 00 TA TA Custom er 4711 Act.Example: Action Profile Determination Procedure Action Profile Determination Procedure: OCRM01 (Sales Order) Condition Type: OACK (Order confirmation) Access Sequence:.

5. Overview of Actions Actions in Detail Customizing Actions Output Determination Alerts 3. Actions 1.Table of Contents 1. Challenges and Market Trends 2. Conclusion 4. 4. 2. Further Information © SAP 2007 / Page 34 . 3.

or by report) Processing type (print. 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. when saving. 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 SAP 2008 / Page 35 . You can choose from Processing time (immediately. fax. fax.Output Determination Output determination enables you to print.

Output – Order Confirmation Address – ship-to party Company data General data Order items Quotation items SAP 2008 / Page 36 .

Printing in the WebClient UI Choose the Preview Output button to start Acrobat Reader SAP 2008 / Page 37 .

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 SAP 2008 / Page 38 .

a processing class. assign the Smart Forms processing type to the required action Assign a form.Customizing for Output Determination To define output actions. and a processing method SAP 2008 / Page 39 .

Define Conditions and Output Details SAP 2008 / Page 40 .

Conclusion 4. Overview of Actions Actions in Detail Customizing Actions Output Determination Alerts 3. Challenges and Market Trends 2.Table of Contents 1. 5. 3. 2. Further Information © SAP 2007 / Page 41 . Actions 1. 4.

Alert management – a generic business tool – performs subsequent processing SAP 2008 / Page 42 . 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.Alerts You can use actions to trigger alerts. for example) The actions are used to trigger the alerts.

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 Alert Inbox (SAP NetWeaver Portal) Infrastructure for creating and providing the alerts Cell Phone and SMS SAP 2008 / Page 43 .

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) SAP 2008 / Page 44 .

Define an action with Alert processing type 3. Define alert categories within alert management 2. Enter the category as a processing parameter SAP 2008 / Page 45 .Settings for Triggering Alerts How do I define actions for triggering alerts? 1.

texts.Alert Categories Define alert categories in alert management Define alert category Define properties. and subsequent activities You can also define recipients for every alert category IMG: Basis SAP 2008 / Page 46 Basic Services Generic Business Tools .

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 Action The Alert processing type offers tight integration with alert management.

Define Processing Parameters SAP 2008 / Page 48 .

Actions 1.Table of Contents 1. 5. Conclusion 4. 3. 4. 2. Challenges and Market Trends 2. Overview of Actions Actions in Detail Customizing Actions Output Determination Alerts 3. Further Information © SAP 2007 / Page 49 .

Comparison of Workflow and Actions Workflow All necessary workflow settings must be made Complex scenarios with multiple steps and systems can be processed Triggered by events. or programming. customizing. 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 . actions. requires a COMMIT WORK No separate planning and start condition Combined with organizational management Creates work items in business workplace Actions Workflow settings not required Simple processes for single steps in a single SAP CRM system Triggered by a Basis PPF.

and the transaction type to which you assign the action profile have the same business object type SAP 2008 / Page 51 . 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. the date profile you are using. select Change Actions and Definitions Define Action Profile and Actions.Tips and Tricks Create new action profiles and actions with the wizard. You can select an action profile as a common profile and include it in other profiles. We therefore recommend that you do not use this type of condition unless truly necessary Make sure that the action profile. For later changes or processing.

4.Table of Contents 1. Overview of Actions Actions in Detail Customizing Actions Output Determination Alerts 3. Further Information © SAP 2007 / Page 52 . 2. Actions 1. 5. Challenges and Market Trends 2. 3. Conclusion 4.

sap.sap.corp:1080 SAP CRM – WiKi https://wiki.corp/go/crm-rollout-map SAP CRM .wdf.wdf.sap.com/crm SAP 2008 / Page 53 .com/crm SAP Public Web http://www.Further Information SAP CRM .sap.Roll-Out Map https://portal.corp/display/SAPCRMHub/Home SAP CRM .sap.Help Portal http://help.Ramp-Up Knowledge Transfer (RKT) http://service.wdf.sap.com/rkt-crm SAP CRM – Demo Portal http://crmportal.

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