account & contact management c36_deltaguide_en_de

SAP CRM 7.00

September 2010

English

CRM Account & Contact Management (C36)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Delta Guide for SAP Best Practices Baseline Packages

SAP Best Practices CRM Account & Contact Management (C36): Delta Guide

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Icons

Icon Meaning

Caution

Example

Note

Recommendation

Syntax

Typographic Conventions

Type Style Description

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE.

Example text Screen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools.

EXAMPLE TEXT Keys on the keyboard, for example, function keys (such as F2) or the ENTER key.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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Contents

1 Purpose.......................................................................................................................... 5

2 Preparation.....................................................................................................................5

2.1 Prerequisites............................................................................................................5

3 Business Process Configuration.....................................................................................5

3.1 Defining Employee Determination...........................................................................5

3.1.1 WebClient Rule Policy........................................................................................5

3.1.2 Defining Service Manager Profiles.....................................................................7

3.1.3 General Settings for Rule-Based Assignment of Employees.............................8

3.2 Merging Accounts....................................................................................................8

3.3 Creating Account Hierarchy.....................................................................................9

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CRM Account & Contact Management: Delta Guide

1 PurposeThis Delta Guide provides the information you need to set up the configuration of this building block manually.

2 Preparation

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

3 Business Process Configuration

3.1 Defining Employee Determination

UseThe purpose of this activity is to make the settings for employee determination, so that the automatic assignment of an employee responsible to a new account will be carried out.

3.1.1 WebClient Rule Policy

Use First of all, the Power User creates a rule for automatic partner determination. These settings are made in the CRM WebClient User Interface.

Prerequisites

1. Log on to the CRM system with your user.

2. Close all open browser windows.

3. Create a favorite link to the new CRM WebClient UI.

To access the new SAP WebClient UI, you can create a menu favorite for it as follows:

Do a right mouse-click on folder Favorites and choose Add other objects from the submenu.Select URL type BSP Application.Maintain the following values and choose Continue:

Field name User action and values

BSP Applicat. CRM_UI_FRAME

Description CRM WebClient UI

Start Page default.htm

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4. Access the CRM WebClient UI:

SAP CRM GUI menu Favorites CRM WebClient UI

Procedure1. Log on to the CRM WebClient UI with the following data:

User power_user

Password welcome

2. Navigate to:

SAP CRM WebClient menu Marketing Bounce Rules

3. Choose New in the Result List assignment block and make the following entries in the corresponding sections

Context Account and Contact Management

Rule Policy Emp Res Account

4. Choose OK.

5. In the Policy Variant Details area, enter Emp Res Account in the Description field.

6. In the Policy assignment block select Draft Rules.

7. Choose New and make the following entries in the Rule Folder Details assignment block:

Name Emp Res Account

Description Emp Res Account

8. Choose New in the Policy assignment block to create a new condition and action to be triggered.

9. Make the following entries in the Rule Details area:

Field name User action and values

Comment

Rule Details

Name Emp Res Account

Description Emp Res Account

10. Make the following entries in the Conditions area by choosing Add Entry:

Conditions

Match If

This rule assigns the same employee responsible for all accounts in the system. As an exception, only the account whose ID is 0 will not have that person automatically assigned.

Attribute Account ID

Operator Is Not Equal To

Value 0

Description

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Conditions

Case Sensitive

11. Make the following entries in the Actions area by choosing Add Entry:

Actions

Name Assign Relationship by Employee ID

Relationship Type

Has the Employee Responsible

Assign Business Partner ID

10010 In C66_BPP there is a description of predefined data for this scenario: Michael Curtis.

Is standard for this Relationship

Yes

Execution Behavior

Stop after execution if partner(s) found

12. In the Policy assignment block, choose More Release Draft Rules

13. Choose Save.

3.1.2 Defining Service Manager Profiles

UseThese settings need to be maintained in SAP GUI to make the automatic employee assignment available.

Procedure1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management E-Mail Response Management System Service Manager Define Service Manager Profiles

2. Copy BUPA_DEFAULT to Y_ BUPA_DEFAULT. Copy all dependent entries.

3. Select the entry Y_BUPA_DEFAULT, access its Properties and make the following entries by choosing New Entries:

Srv Mgr Profile Y_BUPA_DEFAULT

Invocation Order 1

Service ID BUPA_RULE_EXEC

Property ID POLICY

Property Value Emp Res Account

4. Choose Save.

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3.1.3 General Settings for Rule-Based Assignment of Employees

UseThese settings need to be maintained in SAP GUI to make the automatic employee assignment available.

Procedure1. Access the activity using the following navigation option:

Transaction code sm30

2. Insert the value CRMV_BP_RE_MAIN in the field Table/View

3. Choose Maintain.

4. Insert the value BUPA_RULE in the field Context and Y_BUPA_DEFAULT in the field Service Manager.

5. Choose Save.

3.2 Merging Accounts

UseThis function is useful to merge two accounts into one, in case you have accidentally maintained the same account twice.

The created master account receives all objects you find in transaction BUSWU01. Some of the features a merged account contains are listed here:

It is mandatory to choose the master account from the two records to be merged. That is the account that will remain in the system after the merging process. The system automatically selects the account with the most documents in the system as the master account.

It is possible to select the information to be transferred to the master account. This avoids the duplicate of data already included in the master record.

Certain conditions limit the transfer of information from one account to another. For instance, as soon as a sales order is replicated to the ERP system, the partner function sold-to party can’t be changed in the CRM system anymore.

In order to transfer all requested fields from the slave account to the merged account, the following settings need to be checked and, if necessary, maintained in the customizing.

Check if the following nodes are already in the customizing of your system. If not, please maintain them as described below.

For further information refer to the SAP Help Portal:

http://help.sap.com/saphelp_crm70/helpdata/en/52/cff837a9aae651e10000009b38f8cf/frameset.htm

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PrerequisitesBefore you can use the merging of accounts, you need to apply the necessary notes already mentioned in chapter SAP Notes.

Procedure1. Access the activity using the following navigation option:

Transaction code BUSWU01

2. Check the node CRM010 according to the following entries in the corresponding sections:

New Node CRM010

Description Main Address

Data Collection From Applicn

Class Name CL_CRM_BUPA_CLEAR_ADDRESS

Relevant for Data Clnsng

Checked

3. Choose Continue (Enter).


New Node CRM020

Description Communication Data


Class Name CL_CRM_BUPA_CLEAR_ADDRESS

Relevant for Data clnsng

Checked



New Node CRM085

Description Address Type


Class Name CL_CRM_BUPA_CLEAR_ADDR_TYPE

Relevant for Data clnsng

Checked


8. Choose Save.

3.3 Creating Account Hierarchy

UseCreate the structure of a company with all its different branches and levels. That is to say to have an overview over the account structure.

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Procedure

1. Log on to the CRM Web Client UI with the following data:

User sales_empl

Password welcome

2. Navigate to:

SAP CRM WebClient menu Account Management Account Hierarchy

3. Choose New to create a hierarchy for the company. Select Chargeback Hierarchy as the Category.

4. Make the following entries in the Account Hierarchy Details section

ID BP Customer

Description The complete organization for BP.

Valid From

Valid To

5. Create a node under the Hierarchy. Select the Hierarchy in the Account Hierarchy Details table, select Node and make the following entries

ID BP Storehouses

Description Location of the storehouses for BP

Valid From Today

Valid To 31.12.9999

6. Create two nodes under the previous one. Select BP Storehouses in the Account Hierarchy Details table, select Node and make the following entries

ID BP Wiesloch

Description BP Storehouse in Wiesloch

Valid From Today

Valid To 31.12.9999

ID BP Walldorf

Description BP Storehouse in Walldorf

Valid From Today

Valid To 31.12.9999

7. Assign Accounts to the created nodes. In the Account Hierarchy Details table select RIWA Wiesloch and in the Assigned Accounts table select Edit List. Make the following entries:

Account ID 100000

Name Customer domestic 00

Address Automatically determined

Valid From Today

Valid To 31.12.9999

8. Under RIWA Norderstedt assign the following entry

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Account ID 100001

Name Customer domestic 01

Address Automatically determined

Valid From Today

Valid To 31.12.9999

9. Choose Back.

10. Choose Save.

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account & contact management c36_deltaguide_en_de

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