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

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 6

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

SAP 2008 / Page 7

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

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 11

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

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 17

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

SAP 2008 / Page 18

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; 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

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

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 Decides whether an action should be scheduled or not Example: net value > $10,000 Start condition Checked before the action is processed 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

SAP 2008 / Page 26

Condition Editor

SAP 2008 / Page 27

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 dont 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

SAP 2008 / Page 28

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, customer hierarchy, or customer group Product group

SAP 2008 / Page 30

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. 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. 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

Example: Action Profile Determination Procedure

Action Profile Determination Procedure: OCRM01 (Sales Order)
Condition Type: OACK (Order confirmation) Access Sequence:.
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.ty pe Org. Chann n el 1000 2000 10 10 00 00 TA TA

Custom er 4711

Act. Profil AP001 AP002

SAP 2008 / Page 33

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 34

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

SAP 2008 / Page 35

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

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

SAP 2008 / Page 39

Define Conditions and Output Details

SAP 2008 / Page 40

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 41

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

SAP 2008 / Page 42

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

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

SAP 2008 / Page 45

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
SAP 2008 / Page 46

Basic Services

Generic Business Tools

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

SAP 2008 / Page 48

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 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, actions, customizing, or programming; 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, 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 Change Actions and Definitions 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

SAP 2008 / Page 51

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 52

Further Information

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

SAP 2008 / Page 53

Copyright 2008 SAP AG All rights reserved

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, Duet, Business ByDesign, ByDesign, PartnerEdge and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages

Weitergabe und Vervielfltigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrckliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen knnen ohne vorherige Ankndigung gendert werden. Einige von der SAP AG und deren Vertriebspartnern vertriebene Softwareprodukte knnen Softwarekomponenten umfassen, die Eigentum anderer Softwarehersteller sind. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, Duet, Business ByDesign, ByDesign, PartnerEdge und andere in diesem Dokument erwhnte SAP-Produkte und Services sowie die dazugehrigen Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und in mehreren anderen Lndern weltweit. Alle anderen in diesem Dokument erwhnten Namen von Produkten und Services sowie die damit verbundenen Firmenlogos sind Marken der jeweiligen Unternehmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte knnen lnderspezifische Unterschiede aufweisen. Die in diesem Dokument enthaltenen Informationen sind Eigentum von SAP. Dieses Dokument ist eine Vorabversion und unterliegt nicht Ihrer Lizenzvereinbarung oder einer anderen Vereinbarung mit SAP. Dieses Dokument enthlt nur vorgesehene Strategien, Entwicklungen und Funktionen des SAP-Produkts und ist fr SAP nicht bindend, einen bestimmten Geschftsweg, eine Produktstrategie bzw. -entwicklung einzuschlagen. SAP bernimmt keine Verantwortung fr Fehler oder Auslassungen in diesen Materialien. SAP garantiert nicht die Richtigkeit oder Vollstndigkeit der Informationen, Texte, Grafiken, Links oder anderer in diesen Materialien enthaltenen Elemente. Diese Publikation wird ohne jegliche Gewhr, weder ausdrcklich noch stillschweigend, bereitgestellt. Dies gilt u. a., aber nicht ausschlielich, hinsichtlich der Gewhrleistung der Marktgngigkeit und der Eignung fr einen bestimmten Zweck sowie fr die Gewhrleistung der Nichtverletzung geltenden Rechts. SAP bernimmt keine Haftung fr Schden jeglicher Art, einschlielich und ohne Einschrnkung fr direkte, spezielle, indirekte oder Folgeschden im Zusammenhang mit der Verwendung dieser Unterlagen. Diese Einschrnkung gilt nicht bei Vorsatz oder grober Fahrlssigkeit. Die gesetzliche Haftung bei Personenschden oder die Produkthaftung bleibt unberhrt. Die Informationen, auf die Sie mglicherweise ber die in diesem Material enthaltenen Hotlinks zugreifen, unterliegen nicht dem Einfluss von SAP, und SAP untersttzt nicht die Nutzung von Internetseiten Dritter durch Sie und gibt keinerlei Gewhrleistungen oder Zusagen ber Internetseiten Dritter ab. Alle Rechte vorbehalten.

SAP 2008 / Page 54