82954403-actions

SAP CRM 7.0Detailed View

SAP CRM 7.0Actions

SAP 2007 / Page 2

1. Challenges and Market Trends2. Actions

1. Overview of Actions2. Actions in Detail3. Customizing Actions4. Output Determination5. Alerts

3. Conclusion4. Further Information

Table of Contents

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

SAP 2007 / Page 6

1. Challenges and Market Trends 2. Actions



Table of Contents

You can use the action feature in SAP CRM for Processing subsequent functions and output Triggering workflows or alerts

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

Actions are integrated into the following SAP CRM business transactions

Actions are flexible functions and processes, based upon freely-definableconditions, that occur automatically

What are Actions?

SAP 2008 / Page 7

You can schedule and start predefined actions from transaction documents

Sample Actions

Opportunity Gather information on customer (task)

Action

Document in identification phase

Condition

Salescontract

Call customer (create follow-up activity)

If released value < target value two weeks before contract ends

Order Print order confirmation

Trigger alert when contract is cancelled

If customer notifies you of an intention to cancel

Order has been saved

SAP 2008 / Page 8

Uses of Actions in Transactions

Print E-mail Fax

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

Smart Forms output

Call a method

Start a workflow

SAP 2008 / Page 9

Basics of Actions in Transactions

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

Immediately On saving With a batch job

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

Setup

Timing options for processing

Conditions

SAP 2008 / Page 10

SAP 2007 / Page 11




Table of Contents

Processing Actions Process Flow

Start condition

Action profile

Action

Schedule automatically

Action tab

Toolbar (manual)

F4 (manual)

Processing time

Processing medium

Schedule condition

Yes

No

Inactive

ActiveFulfilled

Fulfilled

SAP 2008 / Page 12

Processing Actions Segments

Starting Monitoring

Action profile

Examples Create taskTrigger alertSend e-mail

Schedule condition

Planning

Start condition

Processing medium and time

Transactionheader and item

ManuallyDocument

Actions

SAP 2008 / Page 13

Processing Actions Steps

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

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)

Monitoring You can monitor which actions are planned or have occurred with

Actions tab Action monitor

Step 1

Step 2

Step 3

When a user creates a document, the following steps occur

SAP 2008 / Page 14

Actions in WebClient UI

Actions list: list of all executed

actions

Details of a selected action

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

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

SAP 2007 / Page 17




Table of Contents

Controlling Actions

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

For each action, you can define

SAP 2008 / Page 18

Customizing Actions

How to define actions Define action profiles and action types for this profile

Define schedule and start conditions; adjust action profiles (ifnecessary)

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

Step 1

Step 2

Step 3

SAP 2008 / Page 19

Define Actions Step 1

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

Define action profiles and actions

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 defaultvalues for the action

SAP 2008 / Page 22

Define Processing Types for the Action

Assign the processingtypes 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


1. Choose the action profile you want to process

2. Choose the action you want to adjust

4. Adjust action (processing settings)

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

Define conditions and adjust the action profile

SAP 2008 / Page 25

Define Conditions

Define conditions

Select the action for whichyou want to create conditions

Select action profile

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 managementYou 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


Transaction Type Item Category

Action Profile Action Profile

HeaderActions

Item DetailActions

Assign action profile to transaction type or item category and/or use condition technique for profile determination

SAP 2008 / Page 29

Condition Technique for 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

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

Advantages: Action profile determination

Examples

SAP 2008 / Page 30

Condition Technique for Action Determination Customizing

BADI for defining requirements

for determination procedure

Action profile determination with condition

technique

SAP 2008 / Page 31

Action Profile Determination

Transaction Type Action Profile 1 (Header)

Action 1

Action 2

Item Category Action Profile (Item)

Action 3

Static AP AssignmentAction Profile

Determination Procedure

Action Profile 2 (Header)

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

Req.

001

002

003

SAP 2008 / Page 32

Example: Action Profile Determination Procedure

Action Profile Determination Procedure: OCRM01 (Sales Order)

Condition Type: OACK (Order confirmation)

Access Sequence:.

Sales Org.

Distr. Channel

Divison

Trans.type

Customer

Act. Profil

1000 10 00 TA 4711 AP0012000 10 00 TA AP002

Condition table with condition records

1 Sales OrganizationDistribution ChannelDivisionTransaction TypeCustomer

2 Transaction TypeCustomer

3 Transaction Type

Action 1 Order Confirmationwith Email

Action 2 Mail to responsibleSales Rep

Actions profile: ACP001

SAP 2008 / Page 33

SAP 2007 / Page 34




Table of Contents

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

Output Determination

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

You can display and print several types of output together with the actionmonitor. You can also repeat the print run

Printing from the Action Monitor

Processoutput

Processinglog

Preview

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

SAP 2007 / Page 41




Table of Contents

You can use actions to trigger alerts. This feature helps accelerateprocessing of critical situations by immediately informing the personresponsible about potential problems

Alerts

ExampleSend 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

Alert Engine (SAP NetWeaver

Application Server 6.20)

SAP CRM triggers an alert of a particular alert category from

action management (PPF)

Alert Inbox (SAPNetWeaver Portal)

E-Mail Cell Phone and SMS

Infrastructure for creating and providing the alerts

SAP 2008 / Page 43

You can use the alert inbox and alert list iViews to displaythe alerts in all SAP CRM roles

The Alert Inbox in the WebClient UI

The user can display the detailsof the document that triggered

the alert (with a hyperlink)

The alert list displays the details of alerts for one

category

The alert inbox displays an overview of all alerts

(all categories)

SAP 2008 / Page 44

Settings 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

How do I define actions for triggering alerts?

SAP 2008 / Page 45

Alert Categories

IMG: Basis Basic Services Generic Business Tools

You can also define recipients for every

alert category

Define properties, texts, andsubsequent activities

Define alert category

Define alert categories in alert management

SAP 2008 / Page 46

Define Action

The Alert processing type offers tight integration with alert management; RFC-enabled 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

SAP 2007 / Page 49




Table of Contents

Comparison of Workflow and Actions

Workflow ActionsAll 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

Workflow settings not requiredSimple 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 JDefine 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 youdo 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

SAP 2007 / Page 52




Table of Contents

Further Information

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

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

SAP CRM Demo Portalhttp://crmportal.wdf.sap.corp:1080

SAP CRM WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home

SAP CRM - Help Portalhttp://help.sap.com/crm

SAP Public Webhttp://www.sap.com/crm

SAP 2008 / Page 53

Copyright 2008 SAP AGAll 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 Hotlinkszugreifen, 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

82954403-actions

Documents