activity management

SAP CRM 7.00

December 2010

English

CRM Activity Management (C31)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM Activity Management (C31): Configuration Guide

Copyright

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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.......................................................................................................................... 6

2 Preparation..................................................................................................................... 6

2.1 Prerequisites............................................................................................................6

2.2 SAP Notes...............................................................................................................6

3 Business Process Configuration.....................................................................................7

3.1 Settings for Basic Functions....................................................................................7

3.1.1 Defining Partner Determination..........................................................................7

3.1.1.1 Defining Partner Functions.......................................................................7

3.1.1.2 Defining Access Sequence......................................................................7

3.1.1.3 Defining Partner Determination Procedure..............................................8

3.1.1.3.1 Defining Partner Determination Procedure Y0000002/ Y0000004....8

3.1.1.3.2 Defining Partner Determination Procedure Y0000003......................9

3.2 Settings for Transactions.......................................................................................10

3.2.1 Defining BP Transaction Types........................................................................10

3.2.2 Deactivating Standard Transaction Types (optional)........................................11

3.2.3 Defining Item Category Determination.............................................................12

3.2.4 Defining Categories for Activities.....................................................................13

3.3 Actions...................................................................................................................13

3.3.1 Defining Action Profiles and Actions.................................................................13

3.3.2 Defining Conditions..........................................................................................14

3.4 Assigning Profiles and Procedures to Transaction Types......................................15

3.4.1 Assigning Organizational Data Profile to Transaction Types............................15

3.4.2 Assigning Partner Determination Procedure to Transaction Types..................15

3.4.3 Assigning Action Profile to Transaction Types.................................................16

3.4.4 Assigning Category to Transaction Types........................................................16

3.4.5 Assigning Transaction Types to Categories for Activities.................................17

3.4.6 Assigning Text Determination Procedure to Transaction Types.......................17

3.5 Further Settings.....................................................................................................18

3.5.1 Activity Journal.................................................................................................18

3.5.1.1 Maintaining Activity Journal Template Type...........................................18

3.5.1.2 Maintaining Activity Journal Template....................................................19

3.5.2 Questionnaire for Activity Management (Optional)...........................................20

3.5.2.1 Defining Questionnaires.........................................................................21

3.5.2.2 Defining Determination Criteria for Questionnaires (Optional)...............24

3.5.2.3 Defining Determination for Questionnaires............................................24

3.6 Client-Based Groupware Integration......................................................................25

3.6.1 Maintaining Settings for Client-Based Synchronization....................................25

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3.6.2 Installing Groupware Synchronization Software...............................................26

3.6.3 Changing Synchronization Options..................................................................27

3.7 One-to-One E-Mail Integration...............................................................................28

3.7.1 Defining Multipart E-Mail Option and Groupware Integration...........................28

3.7.2 Assigning Transaction Types...........................................................................28

3.7.3 Activating HTTP Services.................................................................................29

3.7.4 Setting Up E-Mail Transfers from Microsoft Outlook........................................30

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CRM Activity Management: Configuration Guide

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

2 Preparation2.1 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.

2.2 SAP NotesBefore you begin the installation and configuration, read the relevant SAP Notes. These SAP Notes contain important information for installation and configuration, and also corrections concerning this building block.

Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP Notes on the SAP Service Marketplace (http://service.sap.com/notes).

The following SAP Notes are relevant for CRM Activity Management scenario:

SAP Note Number Description

One to One E-mail and groupware

963408 Internet Explorer settings for 1-to-1 e-mail and groupware

962341 CDO (Collaboration Data Objects) settings1-to-1 e-mail or groupware synch problems with MS-Outlook

Content Management

606745 CRM Content Management Document does not open(only step 1)

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3 Business Process Configuration3.1 Settings for Basic Functions

3.1.1 Defining Partner DeterminationIn this section you do the settings for partner processing. You should carry out the following:

1. Define partner functions

2. Define access sequences

3. Define partner determination procedures in which you specify an access sequence

4. Assign the partner determination procedures to the required business transaction types and item categories.

3.1.1.1 Defining Partner Functions

UseIn this activity, you define partner functions by entering short descriptions (such as pharmacist or stock options analyst), assigning them to partner function categories and entering usages, such as Customer Relationship Management or Enterprise Buyer. In some cases, you also specify a corresponding business partner relationship category.

The descriptions you enter here are displayed in the transactions that include these partner functions.

Procedure1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management Basic Functions Partner Processing Define Partner Functions

2. Select partner function 00000015 Contact Person and set the Block indicator.

This indicator defines whether the source partner is added during partner determination for the resulting quantity. If the source does not provide a standard partner, the source partner himself becomes the standard partner. If you mark this field, the source partner is not copied with the resulting quantity.

3.1.1.2 Defining Access Sequence

UseThe purpose of this activity is to define a new access sequence for the determination of the partner function Sales Representative from the entered Activity Partner.


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SAP CRM IMG menu Customer Relationship Management Basic Functions Partner Processing Define Access Sequences

2. Select sequence 0002, Preceding Document Business Partner Relationships: Activity Partner and copy as Y002, BP Preceding Document Business Partner Relationships: Activity Partner User with all entries.

3. Choose Copy all.

4. Go to Individual Accesses and choose New Entries:

5. Make the following entries:

Attribute Value

Batch Seq: 0040

Dialog Seq: 0040

Source Business Partner Assigned to the User

As a prerequisite for the automatic determination of the partner function Sales Representative from the Activity Partner it is necessary to maintain a relationship in the master data. Otherwise this function would be filled with the current User.

6. Choose Save.

3.1.1.3 Defining Partner Determination Procedure

3.1.1.3.1 Defining Partner Determination Procedure Y0000002/ Y0000004

UseThe purpose of this activity is to define a partner determination Y0000002 procedure with calendar entry and partner determination procedure Y0000004 with no calendar entry.



SAP CRM IMG menu Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure

2. Select Procedure 00000002 Business Activities and copy as Y0000002 BP Business Activities (with all entries).

3. Select Procedure Y0000002 Activities and go to folder Partner Functions in Procedure.

4. Make a new entry for partner function 00000014 Employee Responsible (CRM) with the following data:

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Attribute Value

Changeable (if Correct After Entry or Determination)

No. of Occurrences (Lowest) 1

No. of Occurrences (Highest) 1

Calendar maintenance

Changeable address

Access Sequence 0008 (Preceding Document User)

5. Delete the following Functions: 00000022 Person Responsible (CRM), 00000032 Attendee (CRM) and 00001000.

6. Select Partner Function Sales Representative (CRM), go to Details and change Access sequence to Y002 (BP Preceding Document Business Partner Relationships: Activity Partner User)

7. Select Partner Function Contact Person (CRM) and change following attributes:

Attribute Value


Selection Limit (Select.Screen) 2

8. Go to folder User Interface Settings and make the following entries for Procedure Y0000002 Activities at Header Screen:

Partner Function1: 00000009 Activity Partner (CRM)

Partner Function2: 00000015 Contact Person (CRM)

Partner Function3: 00000012 Sales Representative (CRM)

Partner Function4: 00000014 Employee Responsible (CRM)

9. Choose Save.

10. Start with step 2 till 9 for Y0000004 just don’t set the Calendar Maintenance indicator in step 4.

In section Assigning Profiles and Procedures to Transaction Types the Partner Determination Procedure is assigned to the relevant transaction types.

3.1.1.3.2 Defining Partner Determination Procedure Y0000003

UseThe purpose of this activity is to define a partner determination procedure with no calendar entry.



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SAP CRM IMG menu Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure

2. Select Procedure 00000003 Tasks and copy as Y0000003 BP Task (with all entries).

3. Select Procedure Y0000003 Task and go to folder ‘Partner Functions in Procedure’.

4. Make the following entries for partner function 00000014 Employee (CRM):

Attribute Value

No. of Occurrences (Lowest) 1


Calendar maintenance

Access Sequence 0008 (Preceding Document User)

5. Go to folder ‘User Interface Settings’ and make the following entries:

Attribute Value

Partner Function 1 00000014 Employee (CRM)

Partner Function 2 00000009 Activity Partner (CRM)

Partner Function 3 00000015 Contact Person (CRM)

6. Choose Save.

In section Assigning Profiles and Procedures to Transaction Types the Partner Determination Procedure is assigned to the relevant transaction type.

3.2 Settings for Transactions

3.2.1 Defining BP Transaction Types

UseA transaction type controls the processing of a specific business transaction. It defines the properties and characteristics (for example, sales order, service request, sales call) and defines further on the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile).

A transaction type is assigned to one or several business transaction categories. This category determines the business context in which the transaction type can be used (for example, service, sales, activity). One business transaction category must be defined as the leading category. This one is not related hierarchically to other transaction categories, but represents a preference. A sales transaction with business activity data would, for example, be more likely to have sales as leading business transaction category than business activity. Depending on the leading business transaction category, only specific combinations are possible with further business transaction categories.

The purpose of this activity is to reduce and adapt the required transaction types.


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SAP CRM IMG menu Customer Relationship Management Transactions Basic Settings Define Transaction Types

2. Copy the following transaction types to the new transaction types with the following description. The advantage is that the related activities will be sorted.

Trans. Type

Description New Trans. Type

English Description

German Description (optional)

0002 Incoming Phone Call Y007 BP Interaction Log BP Kontaktbericht

0005 Outgoing E-Mail Y010 BP E-Mail BP E-Mail

0020 Bus.Act.:With Prods Y020 BP Visit with Prod. BP Besuch mit Prod.

1003 Task Y030 BP Task BP Aufgabe

3. Assign new Categories and Directions to the following Transaction Types at the Customizing header level for business transaction category Business Activity.

Trans. Type Description Category Direction

Y007 BP Interaction Log 203

Y010 BP E-Mail 401

Y020 BP Visit with Prod. 201 Outbound

Y030 BP Task 101

Please check the relevant settings. For transaction types Y007 to Y010 they should already be correct (copy from standard).

4. Choose Save.

3.2.2 Deactivating Standard Transaction Types (optional)

UseIf you only want to use the Best Practices transaction types for Activity Management, you can deactivate the standard transaction types. Otherwise you can skip this section.




2. Deactivate the following transaction types:

Trans. Type Description Inactive

0002 Incoming Phone Call X Inactive

0003 Outgoing Phone Call X Inactive

0004 Incoming E-Mail X Inactive

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Trans. Type Description Inactive

0005 Outgoing E-Mail X Inactive

0010 Business Activity X Inactive

0020 Bus.Act.:With Prods X Inactive

1001 Meeting X Inactive

ACCP Act. Channel Partner X Inactive

ACTI Business Activity X Inactive

ACPO Channel Activity X Inactive

CHM1 Ch. Partner Registr. X Inactive

CX01 Date X Inactive

RECU Repetitive Task X Inactive

SCCP Partner Report X Inactive

SCPO Channel Report X Inactive

PCAL Planned Call X Inactive

ATCP Task Channel Partner X Inactive

ATPO Task Channel Manager X Inactive

1003 Task X Inactive

HTSP Request for Sample X Inactive

HTAP Approve X Inactive

CHM4 Req. Brand Owner X Inactive

CHM2 Request for Partner Qualification X Inactive

CHM3 Request for Partner Qualification X Inactive

3. Choose Save.

3.2.3 Defining Item Category Determination

UseIn this process, you can define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. A maximum of three alternative item categories are possible.



SAP CRM IMG menu Customer Relationship Management Transactions Basic Settings Define Item Category Determination

2. Create new entries with the following data:

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Trans. Type

Description Trans.

Item cat. usage

Item Category

Alt. itm cat. 1

Alt. itm cat. 2

Y020 Visit with Prod. --- ACT ACT0 ACT1

Y020 Visit with Prod. ACT0 ACT0 ACT ACT1

Y020 Visit with Prod. ACT1 ACT1 ACT ACT0

3. Choose Save.

3.2.4 Defining Categories for Activities

UseYou can create categories to further define your activity types, for example:

Customer Visit

Telephone Call

E-Mail

Tasks



SAP CRM IMG menu Customer Relationship Management Transactions Settings for Activities Maintain Categories, Goals, and Priorities Maintain Categories

2. Select Category 301 and copy as YVT, BP Visit.

3. Choose Save.

In a customer system, you can delete all other categories that are not used.

3.3 Actions

UseActions in CRM use the Post Processing Framework (PPF). The Post Processing Framework is a Basis component which generates actions (for example, sales call or workflow) from the data for an application according to an action definition (for example, a follow-up sales activity). The actions are processed at a specific time. The PPF provides the tools for planning, starting and monitoring the actions.

3.3.1 Defining Action Profiles and Actions

UseThe purpose of this activity is to create an action profile and templates for actions. When creating an action profile, note for which business transaction type you can use this action profile. You must assign the relevant business object type to the action profile. The assignment of the business object type makes sure that the attributes for the relevant

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business transaction type (for example, business activity) can be used for defining and processing the conditions. Only one business object can be assigned for each action profile. You can find out the business object type for the transaction type or the item category in Customizing for transactions under Define transaction types or Define item categories.

All maximum allowed actions are defined for a transaction type. You also specify general conditions in the action profile for the actions contained in the profile.

In this activity, you create an action profile and templates for actions. You can define the action templates more closely in the following step Defining Conditions.

Procedure1. Access the activity using one of the following navigation options:

Transaction code CRMC_ACTION_DEF

SAP CRM IMG menu Customer Relationship Management Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions

2. Copy the action profile ACTIVITY with the description Activities to create a new action profile entitled Y_ACTIVITY with the description BP Activity for Visit and Meeting.

3. Choose Enter and then rename the following action definitions to:

- Y_ACTIVITY_CAMPAIGN_AUTOMATION

- Y_ACTIVITY_FOLLOWUP

- Y_ACTIVITY_PRINT

- Y_ACTIVITY_REMINDER_MAIL

- Y_ACTIVITY_REMOVE_BPFLAG

4. Choose Save.

3.3.2 Defining Conditions

UseIn this step, you process the action templates you have created in the activity Defining Action Profiles and Actions. Define the following characteristics in the newly created action profile BP Activity for Visit and Meeting.

Procedure1. Access the activity using one of the following navigation options:

Transaction code CRMC_ACTION_CONF

SAP CRM IMG menu Customer Relationship Management Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Conditions

2. Double-click BP Activity for Visit and Meeting under Scheduling of Actions.

3. Choose Create from the toolbar on the right-hand side and then choose Create follow-Up Task from the drop-down list.

4. Select the action definition Create Follow-Up Task and then go to the Processing Details tab.

5. Deselect Default Settings from Action Definition.

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6. On the Settings Method Call tab, choose Change Parameters.

7. Double-click on Expression PROCESS TYPE: 1003.

8. Click on the value in the PROCESS_TYPE Area and overwrite it with Y030 (BP Task).

9. Choose Apply Values.

10. Choose Save.

Check which other actions are also relevant for your scenario and add them.

3.4 Assigning Profiles and Procedures to Transaction Types

3.4.1 Assigning Organizational Data Profile to Transaction Types




2. Assign the Org. Data Profile to the following transaction types:

Trans. Type Description Org Data Profile

Y007 BP Interaction Log Y00000000001

Y010 BP E-Mail Y00000000001

Y020 BP Visit with Prod. Y00000000001

Y030 BP Task

3. Delete the Organizational Data Profile 000000000001/ Standard Org. Data Profile (Header) from Transaction Type Y030/ BP Task. The purpose of this activity is to bypass the Organizational Data search at transaction Tasks.

4. Choose Save.

3.4.2 Assigning Partner Determination Procedure to Transaction Types

UseThe Partner Determination Procedure Y0000002 is assigned to the following transaction types.




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2. Assign the Partner Determination Procedure Y0000002 to the following transaction types:

Trans. Type Description

Y020 BP Visit with Prod.

3. Assign the Partner Determination Procedure Y0000004 to the following transaction types:


Y007 BP Interaction Log

Y010 BP E-Mail

4. Assign the Partner Determination Procedure Y0000003 Task to the following transaction type:


Y030 BP Task

5. Choose Save.

3.4.3 Assigning Action Profile to Transaction Types

UseThe Action Profile Y_ACTIVITY is assigned to transaction type Y020.

The Action Profile BP_TASK is assigned to transaction type Y030 according to the note 900293 to allow the functionality of merging accounts.




2. Assign the Action Profile Y_ACTIVITY to the following transaction types:


Y020 BP Visit with Prod.

3. Assign the Action Profile BP_TASK to the following transaction type:


Y030 BP Task

4. Choose Save.

3.4.4 Assigning Category to Transaction Types1. Access the activity using the following navigation options:



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2. Assign the new Category to the following Transaction Type at the Customizing header level:

Trans. Type Description Category Direction

Y020 BP Visit with Prod. BP Visit Outbound

3. Choose Save.

3.4.5 Assigning Transaction Types to Categories for Activities



SAP CRM IMG menu Customer Relationship Management Transactions Settings for Activities Maintain Categories, Goals, and Priorities Assign Categories to Transaction Types


Trans. Type Category

Y007 BP Interaction Log 202 Telephone call

Y007 BP Interaction Log 203 Various

Y007 BP Interaction Log CX5 Customer Visit

Y010 BP E-Mail 401 e-mail

Y020 BP Visit with Prod. YVT BP Visit

Y030 BP Task 101 Task

3. Choose Save.

In a customer system, you can delete all other assignments that are not used.

3.4.6 Assigning Text Determination Procedure to Transaction Types

UseYou can assign Text Determination Procedures to Transaction Types.

Procedure1. Access the transaction type using the following navigation options:



2. Select Transaction Type Y020.

3. Choose Details.

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4. In the Profiles area, change the Text Det. Procedure to ACT00004 Meeting.

5. Choose Save.

3.5 Further Settings

3.5.1 Activity Journal

UseYou can use activity journals in activities to record and update information gathered from customer visits or meetings. The information in the activity journal may or may not be product-related. An activity journal can contain the following information:

Type and number of products discussed or samples handed out to customers, for example, in the Pharmaceuticals industry.

Position of products in store - for example, are they placed on promotional shelf? Are they placed at the check-out or near the entrance of the store?

Customer feedback

The information gathered in activity journals can be used to:

Track the distribution of samples in the Pharmaceuticals industry

Analyze sales data, for example, number of products handed out to customers

Track the progress of your sales team, for example, the number of discussions held with customers, and the result of these discussions

Detect possible problem areas, for example, slow and non-moving products

PrerequisitesBefore you can work with activity journals, you need to have defined an activity journal template type and (optional) an activity journal template. Both the activity journal template type and template can be used to store products with an activity. You can additionally use the template to work with pre-filled products.

Industry-Specific Fields in Activity Journals:You can insert industry-specific fields and corresponding selection lists (drop-down lists) into your activity journals, which you can use to enter information on specific topics, for example, main location placement of goods or promotion price in store.

Before you can insert industry-specific fields, you must carry out the activity described in the documentation under Customizing for CRM Transactions Settings for Activities Activity Journal Industry-Specific Fields Define Industry-Specific Fields. Once you have carried out this activity, you can maintain the required selection lists in the Customizing activities under the node referred to above. But this is optional.

3.5.1.1 Maintaining Activity Journal Template Type

UseThe template type is a pre-defined form, which contains fields which you have defined for reporting information. You can use this form as a basis for defining a pre-filled template. You can use the template type to define which fields you want to see when you open the activity journal, for example, which products the fields are pre-filled with. You can also add your own

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fields you want to fill with information, such as result, reason for result, product priority, or product status.

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

User power_user

Password welcome

2. Access the activity using one of the following navigation option:

SAP CRM WebClient menu Sales Operations Create: Activity Journal Template Type


Field name User action and values Comment

General Data

Template Type Y_BP_ACT

Template Type Name BP Activity Management Tmp Type

Status Not Released

Start Date <DATE> Check the date.

End Date <DATE> Check the date.

Frequency Bi-Weekly

Activity Type BP Visit with Product

Organizational Data

Sales Organization BP_SALES According to your organizational Data

Distribution Channel 10

Division 10

4. Choose Save.

5. In the Categories assignment block choose Edit List. Choose Insert and select the Category value BP Visit.

6. In the Template Type Columns assignment block choose Edit List. Choose Insert and insert the fields you would like to display in the Activity Journal.

7. Choose Save.

8. In the Template Type Details area, choose Edit and change the value of the field Status to Released for Template.

9. Choose Save.

3.5.1.2 Maintaining Activity Journal Template

UseA template cannot exist independently; it has to be assigned to a template type. You use the template to define which fields are displayed in the activity journal, for example, products and

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target groups. You can assign more than one template to a template type. This means that each template, despite containing different products and target groups, has the same structure as the structure defined in the template type.

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

User sales_empl

Password welcome

2. Access the activity using the following navigation option:

SAP CRM WebClient menu Sales Operations Create: Activity Journal Template


Field name User action and values

Comment

General Data

Template Name BP Activity Journal Template

Template Type Name Y_BP_ACT Activity Management Tmp Type

Status Not Released

Start Date <DATE> Check the date.

End Date <DATE>

Frequency Bi-Weekly

Activity Type BP Visit with Prod

Organizational Data

Sales Organization BP_SALES According to your organizational data, automatically filled according your template type

Distribution Channel 10

Division 10

Product Determination Assign Manually

4. Choose Save.

5. In the Product/Default Values area, choose Edit List. Choose Insert and enter some products.

6. In the Template Details area choose Edit and change the value of the field Status to Released.

7. In order to translate the template name into other languages choose Edit List in Assignment Block Template Names.

8. Choose Save.

3.5.2 Questionnaire for Activity Management (Optional)

Use

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You can use the questionnaire for any kind of questions and answers form that will contribute to the relationship with your customer. The following are examples of how to use the questionnaire with your business activities:

as a script during a telephone call to guide your employees during their conversations with customers

as a customer feedback form to find out whether they were satisfied with your level of service during a visit or meeting or with a particular product

as activity reports for your sales representatives to record how products are placed in a supermarket, number of free samples already provided, and so on.

The activity contains a tab page entitled Questionnaire, if the required Customizing settings have been made. You have to pre-define the questions, their possible answers and the weighting of the questions. You also have to assign the questionnaire to the transaction type.

Note that with the requisite HTML kit, you can also design your own questionnaires and then import these into CRM. For more information, please read the Survey Suite documentation under Importing Stylesheets and Parameters.

3.5.2.1 Defining Questionnaires

UseThe questionnaire in the activity is based on the survey. A survey is created in the Survey Suite. This is a tool to manage surveys, opinion polls and questionnaires. The surveys can be found in the left area of the Suite. The surveys for each application are found in the corresponding folders in the tree.

For an overview of the available surveys for the relevant application, open the folder for that application.

To display the content of a survey, double-click the survey you wish to see. The content is displayed on the right hand side of the screen.

If a translation has been created for a survey, and is available, the symbol next to the survey in the tree stands for the "Translate" function.

It is possible to copy an existing survey. In this way, you make savings by reusing questionnaires in the same or similar survey projects.

In order to run the SAP Best Practices scenarios, you can find predefined questionnaires delivered with the documentation CD which you can import.As an option you can also define your own individual questionnaires (as described below).

You can skip the import of the following questionnaires, if they have already imported with the activation of building block C37 – CRM Lead Management, section Defining Questionnaires.

Procedure1. Logon into the SAP CRM WebClient with the user POWER_USER.

2. To create a survey, choose the following navigation:

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SAP CRM WebClient menu Marketing Create: Survey

Importing predefined Best Practices questionnaires:1. Enter the following data:

Field Name Values

Survey Detail

ID <questionnaire ID>(e.g., BP_INFORMATION_EN_01)

The ID must be different as the file name which has to be loaded. Otherwise the load will not be successful.

Application Activities

Description <description>(e.g., Questionnaire (English version), see list below)

2. Choose Save.

3. In the assignment block Survey Preview choose Import XML.

4. In the Import XML web page dialog select Activities as ApplicationID.

5. In the field Select the XML File to Upload browse the Misc directory of the SAP Best Practices documentation CD to choose the predefined Best Practices questionnaire in the relevant language:

BP_INFORMATION_EN: Questionnaire (English version)

BP_INFORMATION_DE: Questionnaire (German version)

BP_INFORMATION_ES: Questionnaire (Spanish version)

BP_INFORMATION_FR: Questionnaire (French version)

BP_INFORMATION_PT: Questionnaire (Portuguese version)

BP_INFORMATION_RU: Questionnaire (Russian version)

BP_INFORMATION_ZH: Questionnaire (Chinese version)

BP_INFORMATION_CS: Questionnaire (Czech version)

BP_INFORMATION_IT: Questionnaire (Italian version)

BP_INFORMATION_NL: Questionnaire (Dutch version)

BP_INFORMATION_PL: Questionnaire (Polish version)

BP_INFORMATION_TR: Questionnaire (Turkish version)

BP_INFORMATION_DA: Questionnaire (Danish version)

BP_INFORMATION_FI: Questionnaire (Finnish version)

BP_INFORMATION_JA: Questionnaire (Japanese version)

BP_INFORMATION_NO: Questionnaire (Norwegian version)

BP_INFORMATION_SV: Questionnaire (Swedish version)

BP_INFORMATION_HE: Questionnaire (Hebrew version)

BP_INFORMATION_KO: Questionnaire (Korean version)

BP_INFORMATION_HU: Questionnaire (Hungarian version)

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BP_INFORMATION_RO: Questionnaire (Romanian version)

6. In the Import XML web page dialog choose Upload.

7. First, choose Save, then choose Activate.

8. Choose Edit and maintain the following validities.

Field Name Values

Survey Detail

Valid From <today>

Valid To e.g., 31.12.<next year>

9. Save your entries.

Optional: Defining your individual questionnaire:1. Enter a survey ID, choose the Application ‘Activities’, and maintain a Description.

2. In the assignment block Survey Preview, select Edit.

A template is generated for a newly-created survey. It already contains a survey title and a section with a question/answer and pushbuttons to send or reset the filled out questionnaire.

3. In the view Title. enter a title for your individual survey.

4. In the view Hierarchy. select Section: Maintain Text and Attributes

5. In the view Section. maintain the Layout and the text. Optional: Insert a subsection by choosing Subsection.

6. In the view Hierarchy select Question: Maintain Question and Attributes

A question consists of an attributes question text, a rating factor that you must maintain, and as many answers as required.

With the rating factor, you can control the quantitative evaluation of the survey. The higher the rating factor, the greater the weighting of the question in the evaluation. In the evaluation, the calculation is made by multiplying the rating factor of each question by the rating of the selected answer.

7. In the view Question, enter the question text. Optional: Determine a Rating Factor for the question.

8. In the view Hierarchy select Answer.

An answer consists of answer, attributes, and answer options. According to the answer category, the answer can contain one or more answer options. For input fields and text areas, only one answer option per answer is allowed. For radio buttons, checkboxes and list boxes, as many answer options as required are possible.

You can also determine whether the text is placed to the left or the right of the input element and whether the answer should be in display format only and therefore unchangeable.

For input fields and text areas, you must also specify the size.

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9. In the view Answer select an Answer Category.

10. Depending on the chosen Answer Category, the Visible Field Length and the Max. Field Length may have to be determined in the view Format.

11. In the view Hierarchy, select Answer Option: Maintain Answer and Attributes.

12. In the view Answer Options, maintain the given answer (e.g. radio buttons). Optional: Determine a Rating for this answer option.

13. Optional: Insert further answers or answer options by selecting the hierarchy node, where they are to be inserted and choose Answer or Answer Option, respectively. In order to insert a new section or a question, choose Question or Section.

14. Choose Back and then choose Save.

15. Open the assignment block Survey Preview to check the display of the created survey.

16. Choose Activate.

3.5.2.2 Defining Determination Criteria for Questionnaires (Optional)

UseYou can specify further criteria specific to the activity, such as category, system status, target group, or sales organization. You can then assign this criteria to a determination rule (see the following chapter Defining Determination for Questionnaires).

Procedure1. To carry out the activity, choose the following navigation options:


SAP CRM IMG menu Customer Relationship Management Transactions Settings for Activities Questionnaires Define Determination Criteria for Questionnaires

2. Choose New Entries.

3. Enter an ID for the determination criteria in the Criteria Set field and a long text in the Description field.

4. Use the input help to choose the determination criteria you wish to set.

5. Choose Save.

3.5.2.3 Defining Determination for Questionnaires

UseIn this customizing activity, you define determination rules for questionnaires in activities. For example, you can specify which questionnaire you want to appear for an activity for a specific validity period, or a certain transaction type or item category.



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SAP CRM IMG menu Customer Relationship Management Transactions Settings for Activities Questionnaires Define Determination for Questionnaires: Business Activity

2. Choose New Entries and enter the following data:

Determ. Description Trans.Type

Questionnaire ID Activ

Y000000100

BP Activity Y020 <ID of questionnaire created in preceding section with relavant language> (e.g., BP_INFORMATION_<your language>)

X

3. Optional: If applicable, set the Mandatory indicator to specify whether the questionnaire must be filled out during the transaction processing.

4. Choose Save.

3.6 Client-Based Groupware Integration

3.6.1 Maintaining Settings for Client-Based Synchronization

UseThe client-based groupware integration enables the user to synchronize tasks, appointments and contacts in Microsoft Outlook and IBM Lotus Notes with SAP CRM, and vice versa. This feature requires that you maintain the values of certain parameters. The required parameters are maintained in this step.



SAP CRM IMG menu Customer Relationship Management → CRM Middleware and Related Components → Client-Based Groupware Integration → Settings for Client-based Synchronization

2. Choose the following customizing settings:

Property Name Property Value

DEFAULT_APPT_PROC_TYPE Y020

DEFAULT_APPT_TEXTTYPE A007

DEFAULT_CONT_TEXTTYPE 0001

DEFAULT_TASK_CANCELLED E0007

DEFAULT_TASK_COMPLETED E0003

DEFAULT_TASK_INPROCESS E0002

DEFAULT_TASK_OPEN E0001

DEFAULT_TASK_PROC_TYPE Y030

DEFAULT_TASK_TEXTTYPE A001

3. Choose Save.

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3.6.2 Installing Groupware Synchronization SoftwareInstallation of Groupware synchronization takes place automatically, based on system determination regarding installed software. Installation starts when you choose Synchronize or Edit Synchronization Options. If Groupware synchronization is not yet available on your local computer, the installation is started automatically. In this case, a dialog box appears, in which you are prompted to respond. The following procedure describes how to install the software manually.

Procedure1. Access the new CRM WebClient UI.

You can create a menu favorite for the CRM WebClient UI as follows:

Right mouse-click on the 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_START

Description CRM WebClient UI

Start Page default.htm

2. Log on to the CRM WebClient UI as sales employee with the following data:

User sales_empl

Password welcome

3. Choose Personalize on the upper menu.

4. In the Groupware Integration area click the hyperlink Install Synchronization Software (under section Install new version of groupware synchronization software on your PC).

5. Choose Run in order to open the installation file.

The installation package contains everything required for synchronization.

6. When you choose Run, the file is downloaded and executed. Possibly you get a security warning from your Internet Explorer saying that the publisher of the software is unknown. In this case choose Run a second time.

The Windows installation wizard automatically starts and guides you through the next steps of the installation.

The installation program installs the replication software, establishes the link between the SAP software and Groupware, and creates a new icon in Groupware.

The Groupware synchronization program is now installed locally. You can remove the Groupware synchronization program at a later date, using the Add/RemovePrograms application of the Microsoft Windows control panel.

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3.6.3 Changing Synchronization Options

UseUsers can synchronize their tasks, appointments, and contacts in Microsoft Outlook and IBM Lotus Notes with this SAP software, and vice versa. The following procedure describes how to change the synchronization options for a specific user.

PrerequisitesYou are logged on to the CRM WebClient UI as sales employee with user sales_empl and password welcome.

Procedure1. Choose Personalize on the upper menu.

2. Click the hyperlink Edit synchronization settings in the Groupware Integration area.

If the Groupware synchronization is not installed locally on your computer, the installation process starts automatically.

3. A dialog box appears, in which you need to enter the following data on the General tab page:

Server

Client

User ID

Password

These settings are required if the user wants to start the synchronization by using the corresponding button in Groupware only. If the user uses the synchronization in the SAP software only, you do not need to fill out the above fields.

4. On the next tab page, Sync Properties, default settings are already available. However, if you want to change them:

Select what should be synchronized, appointments, tasks, contacts, or all three of them.

Change the direction for the synchronization; from Groupware to the SAP software, or vice versa, or both.

Change the period for which appointments and tasks should be synchronized.

Indicate whether attachments should be included (only available for synchronization with Microsoft Outlook).

5. On the next tab page, Conflict Resolution, you can set whether you want to be informed every time an appointment or task is identified which has not yet been replicated. You set this by selecting or deselecting the any conflict occurs checkbox.

For example, you can choose that you want to be prompted for synchronization of new, modified, deleted activities or all activities. If you do not choose any option, conflict resolution is carried out automatically. Conflicts are then resolved automatically, based on the settings made in the Conflict Handling group box.

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You also make settings to resolve conflicts that arise during synchronization using the Conflict Handling group box. For example, you can choose that in the event of a conflict, the calendar in the SAP software has priority over the groupware calendar.

Alternatively, you can set the Open Conflict Resolution indicator. If you set this indicator, the Groupware Synchronization Conflict dialog box is opened, in which you define which appointment should be overwritten in which system. You define this in the Perform Action field, which is filled with a question mark (?) before you make your entry.

6. Once you have changed these synchronization options, you can trigger synchronization from the SAP software to Groupware by choosing icon Synchronize Activities and Contacts with Groupware on the Calendar page.

To synchronize from Groupware to the SAP software, choose the corresponding button in the Groupware toolbar.

3.7 One-to-One E-Mail Integration

3.7.1 Defining Multipart E-Mail Option and Groupware Integration

UseThis step is to make the different basic settings for the one-to-one e-mail function, which contains Groupware integration.

You identify whether e-mails created in HTML format are to be automatically duplicated in plain text format.



SAP CRM IMG menu Customer Relationship Management → Basic Functions → One-to-One E-Mail → Define Multipart E-Mail Option and Groupware Integration

2. Choose the following entries depending on your Groupware Solution:

Setting MS Outlook Lotus Notes

HTML with Text-Only X X

Address Search in Groupware 1 MS Outlook 2 Lotus Notes

Groupware for E-Mail Integration 1 MS Outlook 2 Lotus Notes

Groupware/E-Mail Copies 1 MS Outlook 2 Lotus Notes

Groupware/E-Mail Copies 1 HTML and Plain Text 1

3. Choose Save.

3.7.2 Assigning Transaction Types

Use

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In this step, you assign a business transaction type to each of the activities for incoming and outgoing e-mail.



SAP CRM IMG menu Customer Relationship Management → Basic Functions → One-to-One E-Mail → Assign Transaction Types

2. Choose the following entries:

Customizing Setting Value

Transaction Type for Activities from Incoming E-Mails Y010

Transaction Type for Activities from Outgoing E-Mails Y010

3. Choose Save.

3.7.3 Activating HTTP Services

UseIn this step, you check the activation status of several services that are used by the One-to-One E-Mail Integration. If a service is not yet activated, you can activate it here.

Procedure1. To carry out the activity, choose one of the following navigation options:

Transaction code SICF

SAP CRM IMG menu SAP Web Application Server → Application Server → Internet Communication Framework → Configure and Activate HTTP Services Individually

2. Choose Execute (F8).

3. Navigate to default_host → sap → bc → bsp → sap → crm_gw_integ

4. Check if the service is active. If yes, the service is black, if not it is gray.

5. If the service is not activated, do a right mouse-click and choose Activate Service.

6. Repeat step 3-5 for the following services:

/sap/bc/bsp/sap/crm_gw_integ

/sap/bc/bsp/sap/crm_send_screen

/sap/bc/bsp/sap/crm_email_bo

/sap/crm/crm_addr_inp

/sap/crm/crm_src_provide

/sap/crm/crm_att_provide

7. You can also check the activation state with a program. To do so, run the following report in transaction SE38: CRM_EMAIL_HTTP_SERVICE_CHECKER

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sapevent:DOCU_LINK%5CDS:GLOS.D7ED2D30B988D311AE690060B03C9BBE

sapevent:DOCU_LINK%5CDS:GLOS.BFED2D30B988D311AE690060B03C9BBE


3.7.4 Setting Up E-Mail Transfers from Microsoft Outlook

UseIn e-mail integration with Microsoft Outlook, there are two variants available for transferring e-mails:

1. Alternative 1: From the inbox in this SAP software, you can transfer e-mails from Microsoft Outlook into this SAP software.

2. Alternative 2: You can transfer e-mail messages to SAP software right from Microsoft Outlook. To set up this option for transferring e-mail messages, carry out the settings described in the Procedure section.

For e-mail integration with IBM Lotus Notes, e-mails are only transferred from the inbox of the SAP software. In this case, the following procedure is not relevant.

Procedure1. To carry out the activity, log on to the SAP CRM WebClient.

2. Click on Personalize.

3. Click the hyperlink Set Up E-Mail Transfer in the area Groupware Integration.

4. A dialog box appears. Choose OK so that the folder that is necessary for transferring e-mail is created automatically in Microsoft Outlook.

5. A second dialog box appears that confirms that the folder SAP CRM E-Mail Transfer was successfully created in Microsoft Outlook.

6. The dialog box also contains your user name for this SAP software, which you will need when you log on during e-mail transfer in Microsoft Outlook.

7. Choose OK.

ResultE-mail transfer has been set up in Microsoft Outlook.

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