sap crm

SAP CRM 7.00

December 2010

English

CRM Interaction Center Inquiry and Complaint Management (C35)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM IC Inquiry and Complaint Mgmt. (C35) - Configuration Guide

Copyright

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Icons

Icon Meaning

Caution

Example

Note or Tip

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............................................................................................................................. 7

2 Preparation........................................................................................................................ 7

2.1 Prerequisites............................................................................................................7

2.2 SAP Notes...............................................................................................................7

3 Configuration.....................................................................................................................8

3.1 Master Data Maintenance........................................................................................8

3.1.1 Creating Category for Service Products..............................................................8

3.1.2 Creating Service Profiles...................................................................................10

3.1.3 Creating Response Profiles...............................................................................13

3.1.4 Assigning Product Type to Hierarchy................................................................17

3.1.5 Checking Item Category Group.........................................................................18

3.2 Interaction Center Transactions.............................................................................18

3.2.1 Preparatory Settings..........................................................................................18

3.2.1.1 Defining Prefix Number for Organizational Management..............................18

3.2.1.2 Maintaining Determination Rules..................................................................19

3.2.1.3 Maintaining Organizational Data Profile........................................................21

3.2.1.4 Maintaining Access Sequence......................................................................22

3.2.1.5 Defining Partner Determination Procedure....................................................23

3.2.1.6 Defining Date Profile.....................................................................................24

3.2.1.7 Defining Status Profile...................................................................................25

3.2.1.8 Defining Text Profile......................................................................................26

3.2.1.9 Maintaining Smartform..................................................................................27

3.2.1.10 Defining Action Profile...............................................................................28

3.2.1.11 Defining Conditions for Actions.................................................................29

3.2.1.12 Defining SLA Determination Procedure....................................................31

3.2.1.13 Checking Number Range for Service Requests........................................31

3.2.1.14 Checking Number Range for Knowledge Articles.....................................32

3.2.1.15 Defining Settings for Durations.................................................................33

3.2.2 Defining Transaction Types...............................................................................34

3.2.3 Defining Item Categories for Service Request Items.........................................36

3.2.4 Defining Item Category Determination...............................................................36

3.2.5 Further Settings.................................................................................................37

3.2.5.1 Defining Copy Control for Transaction Types................................................37

3.2.5.2 Defining Copy Control for Item Categories....................................................39

3.2.5.3 Assigning Categories for Transaction Types.................................................39

3.3 Multilevel Categorization........................................................................................40

3.3.1 Assigning Transaction Types to Catalog Categories.........................................40

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3.3.2 Defining Categories with Category Modeler......................................................40

3.4 E-Mail Settings.......................................................................................................42

3.4.1 Checking Workflow............................................................................................42

3.4.2 Defining Rules with Rule Modeler......................................................................43

3.4.3 Checking Service Manager Profile....................................................................44

3.5 Letter Settings........................................................................................................45

3.5.1 Defining Document Template Profile.................................................................45

3.5.2 Activating HTTP Services..................................................................................45

3.5.3 Defining Web Services......................................................................................46

3.5.4 Creating Document Template............................................................................47

3.6 Software Agent Framework...................................................................................48

3.6.1 Configuring Search Engine................................................................................48

3.6.2 Configuring Knowledge Base............................................................................49

3.6.3 Configuring Application......................................................................................50

3.6.4 Checking RFC Destination for TREX I...............................................................50

3.6.5 Checking RFC Destination for TREX II..............................................................51

3.6.6 Configuring Compilation....................................................................................51

3.6.7 Checking Installation and Configuration............................................................52

3.6.8 Creating Knowledge Articles.............................................................................53

3.6.9 Compiling Knowledge Articles...........................................................................54

3.7 Agent Inbox Settings..............................................................................................55

3.7.1 Defining Agent Inbox Status..............................................................................55

3.7.2 Mapping Agent Inbox Status.............................................................................55

3.7.3 Mapping Business Transactions........................................................................57

3.7.4 Defining Communication Method Settings.........................................................58

3.7.5 Defining Element Categories for Searches........................................................59

3.7.6 Defining Quick Searches...................................................................................60

3.7.7 Maintaining Agent Inbox Profile.........................................................................61

3.7.8 Forwarding........................................................................................................62

3.7.8.1 Defining Recipient Profile..............................................................................62

3.7.8.2 Assigning Recipient Profile............................................................................63

3.7.9 Creating E-Mail Templates................................................................................63

3.8 IC Business Role Profiles......................................................................................64

3.8.1 Defining Account Identification Profile...............................................................65

3.8.2 Defining Interaction History Profile....................................................................66

3.8.3 Maintaining Business Transaction Profile..........................................................66

3.8.4 Assigning Partner Functions to Business Transactions.....................................67

3.8.5 Defining Toolbar Profile.....................................................................................68

3.8.6 Defining Standard Response Group..................................................................68

3.8.7 Maintaining E-Mail Profile..................................................................................69

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3.8.8 Defining Knowledge Search Profile...................................................................69

3.8.9 Defining Context Area Profile............................................................................70

3.9 Business Roles for IC............................................................................................71

3.9.1 Maintaining Navigation Bar Profile.....................................................................71

3.9.2 Maintaining Business Roles..............................................................................72

3.9.3 Defining Central Search....................................................................................74

3.10 Job Planning..........................................................................................................75

3.10.1 Defining Report Variant for SLA Escalation.......................................................75

3.10.2 Setting Up Background Job for SLA Escalation.................................................76

3.10.3 Setting Up Background Job for E-Mails.............................................................77

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CRM Interaction Center Inquiry and Complaint Management - Configuration Guide

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

Please be aware that the content of this guide is based on SAP CRM 7.0 SPS05.

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.

The building block CRM Interaction Center Inquiry and Complaint Management contains all the necessary steps which are basic for the configuration of the Interaction Center WebClient scenario for Service Inquiries.

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).

SAP Note # Component Short Text

101573 BC-SRV-COM-INT Internet Mail Gateway: Versions

455140 BC-SRV-COM Configuration of e-mail, fax, paging or SMS

827958 CRM-IC Javascript Errors in IC WebClient, Messaging does…

1396737 CRM-BTX-KA Smartform CRM_KNOWLEDGE_ARTICLE cannot be changed

1465204 CRM-BTX-KA Print Knowledge Article with Smartform CRM_KNOWLEDGE_ARTICLE

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3 Configuration

3.1 Master Data Maintenance

3.1.1 Creating Category for Service Products

UseThe service product master data has to be maintained with special information according to the transaction in which they are used. Therefore you have to create a product category with sets and attributes for the service products used in transactions to describe the service to be performed or which has been performed.

PrerequisitesHierarchy R3PRODSTYP has already been replicated to the CRM system (for details see the Configuration Guide of building block C03 – CRM Master and Transaction Data Replication).

It is a prerequisite for the creation of the categories, that the hierarchy R3PRODSTYP has been replicated from the SAP ERP system, but no categories for service products have been downloaded within this hierarchy.

You are logged on to the CRM WebClient with user power_user and password welcome.

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

SAP CRM WebClient menu Master Data Search: Product Hierarchies

2. Select product hierarchy R3PRODSTYP (Product Subtype) in the integrated scenario or YBPCRMPROD in the standalone scenario from the result list.

3. In assignment block Categories, highlight root category and choose Edit Hierarchy.

4. Choose New.

When creating new data manually for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE).

1. Enter the following data:

Column Name Field Entry Comment

Hierarchy Structure YBP_CRM_SERVICE ID of new category

Category BP CRM Service Products for Service Order

Description of new category

Product Type Service

2. In assignment block Category Data check if the following settings are activated (of not choose Edit and maintain):

Field Name Field Entry

Product/Object Maintenance

Assignment Allowed

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Documents Allowed

Prices Allowed

3. In assignment block Assigned Set Types, choose Edit List.

4. Choose Insert and select the following set types one after another:

Set Type ID Set Type

COMM_PR_LGTEXT1 Basic Texts

COMM_PR_LGTEXT2 Sales: Texts

COMM_PR_SHTEXT Descriptions

COMM_PR_SRV Basic Data on Services

COMM_PR_UNIT Units of Measure

CRMM_PR_BTR Transaction Control Fields

CRMM_PR_SALESA Sales: Control Fields, Quantities

CRMM_PR_SALESG Sales: Groupings

CRMM_PR_SRVDUR Duration of Work

CRMM_PR_SRVENT Default Values for Service Contracts

CRMM_PR_SRVRR Resource Requirement

CRMM_PR_TAX Product Taxes

5. Open assignment block Assigned Relationship Types and choose Edit List.

6. Choose Insert and select the following relationship types using the input help one after another:

Relationship Type Inherited

Qualification Requirements for Product

Service For

7. In assignment block Category Descriptions choose Edit List and add the category description for every required language:

When creating new data manually, you need to maintain related translation-sensitive data (descriptions, titles, texts etc.) for each required language (e.g., EN and DE) in addition.

Language Description

German (DE) BP CRM Serviceprodukte für Serviceaufträge

Spanish (ES) BP CRM Productos de servicio para ordenes de servicio

French (FR) Produits srv CRM BP pour ordr. de service

Portuguese (PT) BP CRM produtos de serviço para Ordens de serviço

Russian (RU) БП Сервисные продукты для Сервисного заказа

Chinese (ZH) BP CRM 服务订单的服务产品

Dutch (NL) BP CRM Service producten voor service order

Turkish (TR) BP CRM Hizmet Siparişi için Hizmet Ürünü

Czech (CS) BP CRM Servisní produkty pro zakázky

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Polish (PL) BP CRM Produkty serwisowe dla zleceń

Italian (IT) BP CRM Prodotti di servizio per ordini di servizio

Danish (DA) BP CRM Serviceprodukter for serviceordre

Finnish (FI) BP CRM Palvelutuotteet palvelutilaukselle

Japanese (JA) BP CRM サービス受注用サービス製品

Norwegian (NO) BP CRM Serviceprodukter for Serviceordre

Swedish (SV) BP CRM Serviceprodukter for serviceorder

Hebrew (HE) שירות הזמנת עבור שירות מוצרי CRM BP

Korean (KO) BP CRM 서비스 제품 서비스 오더

8. Save your entries.

ResultNew categories for the service area have been created.

3.1.2 Creating Service Profiles

UseThe service profile determines the times, at which a service should be provided. You can enter as many combinations of times and days as required to cover weekdays, weekends, shifts, holidays and so on. The service windows in the service profile are the basis for the start and end of processing of the tasks to be executed.

PrequisiteThe customer has provided the desired service profiles as feedback to the questionnaire.

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

Transaction code CRMD_SERV_SLA

SAP CRM GUI menu Service Maintain Availability and Response Times

2. To create a new service profile carry out the following steps:

3. In the dialog structure, double click on the folder Service Profile.

4. Choose Display -> Change.

5. Choose New Entries.

6. Maintain the values as shown in the following tables.

Service Profile

Serv Prof. <ID for the profile> (see 3 examples below)

Description <Description for the profile> (see 3 examples below)

7. Choose Availability Time .

8. Maintain the availability times for your new service profile (see examples below).

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9. Choose Copy.

10. Choose Save.

11. Proceed with repeating the creation of further service profiles as described in the examples below or save your entries and leave the transaction.

12. Choose Save.

13. Choose Back twice.

The following table shows examples of service profile entries.

1st Service Profile

Serv Prof. 5x10 Description Mo-Fr: 7-17h

Availability Time

General Rule

Rule weekly periodic Availability Times

Weekly

Week Rule every week on

Mo 07:00 - 17:00 Hrs Central Europe

Tu 07:00 - 17:00 Hrs Central Europe

We 07:00 - 17:00 Hrs Central Europe

Th 07:00 - 17:00 Hrs Central Europe

Fr 07:00 - 17:00 Hrs Central Europe

Sa -

Su -

Variances

Exceptions not on non-working days

Calendar Used

Factory Calendar International

Holiday Calendar

All Days are working days

2nd Service Profile

Serv Prof. 6x12 Description Mo-Sa: 6-18h

Availability Time

General Rule

Rule weekly periodic Availability Times

Weekly

Week Rule every week on

Mo 06:00 - 18:00 Hrs Central Europe

Tu 06:00 - 18:00 Hrs Central Europe

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We 06:00 - 18:00 Hrs Central Europe

Th 06:00 - 18:00 Hrs Central Europe

Fr 06:00 - 18:00 Hrs Central Europe

Sa 06:00 - 18:00 Hrs Central Europe

Su -

Variances

Exceptions not on non-working days

Calendar Used

Factory Calendar International

Holiday Calendar


3rd Service Profile

Serv Prof. 7x24 Description Mo-So: 0-24h

Availability Time

General Rule

Rule daily periodic Availability Times

Daily

All 1 Days

Fr. 00:00 Tim To 24:00 Tim Central Europe

Variances

Exceptions no exceptions

Calendar Used

Factory Calendar

Holiday Calendar


14. In order to enter the description for every required language highlight the first new service profile example and choose Goto Translation from the menu.

When creating new data manually, you need to maintain related translation-sensitive data (descriptions, titles, texts etc.) for each required language (e.g., EN and DE) in addition.

15. Select all relevant languages and choose Copy.

16. Maintain the description for each new service profile in each required language and choose Continue:


Profile 1 Profile 2 Profile 3

German (DE) Mo-Fr: 7-17h Mo-Sa: 6-18h Mo-So: 0-24h

Spanish (ES) Lu-Vi : 7-17h Lu-Sa : 6-18h Lu-Do : 0-24h

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French (FR) Lu-Ve : 7-17h Lu-Sa : 6-18h Lu-Di : 0-24h

Portuguese (PT) Seg-Sex : 7-17h Seg-Sab: 6-18h Seg-Dom: 0-24h

Russian (RU) Пн-Пт. 7-17 ч. Пн-Сб. 6-18 ч. Пн-Вс. 0-24 ч.

Chinese (ZH) 周一到周五:7-17点周一到周六:6-18点周一到周日:0-24点

Dutch (NL) Ma-Vr: 7-17u Ma-Za: 6-18u Ma-Yo: 0-24u

Turkish (TR) Pzt-Cum: 7-17 Sa Pzt-Cmt: 6-18 Sa Pzt-Paz: 0-24 Sa

Czech (CS) Po-Pá: 7-17 hod Po-So: 6-18 hod. Po-Ne: 0-24 hod

Polish (PL) Pn-Pt: 7-17 godz. Pn-So: 6-18 godz. Pn-Nd: 0-24 godz.

Italian (IT) Lu-Ve : 7-17 ora Lu-Sa : 6-18 ora Lu-Do : 0-24 ora

Danish (DA) Man-Fre: kl. 7-17 Man-Lør: kl. 6-18 Man-Søn: kl. 0-24

Finnish (FI) Ma-Pe: klo 7-17 Ma-La: klo 6-18 Ma-Su: klo 0-24

Japanese (JA) 月-金：7-17 月-土：6-18 月-日：0-24

Norwegian (NO) Ma-Fr: kl. 7-17 Ma-Lø: kl. 6-18 Ma-Sø: kl. 0-24

Swedish (SV) Mån-Fre: kl 7-17 Mån-Lör: kl 6-18 Mån-Sön: kl 0-24

17. Choose Save.

ResultThe service profiles are created.

3.1.3 Creating Response Profiles

UseThe response profile determines the tasks to be executed and the time intervals, at which they must be executed. These standard tasks are defined using the code and catalog functions. You can define a particular person, who is proposed during task determination, to process each standard task. This person can also be changed manually.

The actual time, in which the tasks from the response profile must be executed, is calculated based on the days and times specified in the service profile.

PrequisiteThe customer has provided the desired response profiles as feedback to the questionnaire.


Transaction code CRMD_SERV_SLA

SAP CRM GUI menu Service Maintain SLA Profile

2. To create a new response profile follow these steps:

3. In the dialog structure double-click on the folder Response Profile.

4. Choose Display -> Change.


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6. Maintain the values as shown in the following table (for explicit data see the examples below):

Response Prof. <Profile ID> <Profile Description>

Activate Fields for the Selection of Response Times

Category

Priority

Catalog Subject

Code Group Subject

Code Subject


8. On folder Response Profile select the new response profile.

9. To maintain the indicators for response times for your new response profiles double-click on folder Indicators for Response Times

10. Choose New Entries and maintain the indicators for response times for each response profile as follows:

Response Prof. <Profile ID> <Profile Description>

Priority

Indicators for Response Times

Category Priority Catalog Code Group Code

1

3

5

9


12. To maintain dependence response times select an indicator (a priority) and double-click on folder Response Times.

13. Choose New Entries and select Name of Duration, Duration Value and Time Unit like shown in the examples below.

14. Choose Save.

15. Repeat steps 12-14 for each priority.

16. Choose Back five times.

Examples of Response Profiles:

Response Profile No 1

Response Prof. FIRST First Level Response Time



1

Response Times

Name of Duration Duration Value Time Unit

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SRV_RF_DURA 1 HOUR

SRV_RR_DURA 2 HOUR



3

Response Times


SRV_RF_DURA 2 HOUR

SRV_RR_DURA 4 HOUR



5

Response Times


SRV_RF_DURA 3 HOUR

SRV_RR_DURA 6 HOUR



9

Response Times


SRV_RF_DURA 4 HOUR

SRV_RR_DURA 8 HOUR

Response Profile No 2

Response Prof. STANDARD Standard Level Response Time



1

Response Times


SRV_RF_DURA 2 HOUR

SRV_RR_DURA 4 HOUR



3

Response Times


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SRV_RF_DURA 4 HOUR

SRV_RR_DURA 6 HOUR



5

Response Times


SRV_RF_DURA 1 DAY

SRV_RR_DURA 2 DAY



9

Response Times


SRV_RF_DURA 2 DAY

SRV_RR_DURA 3 DAY

17. In order to enter the description for every required language highlight the first new response profile example and choose Goto Translation from the menu.

18. Select all relevant languages and choose Copy.

19. Maintain the description for each new service profile in each required language and choose Continue:


Profile 1 Profile 2

German (DE) Reaktionszeit First Level Reaktionszeit Standard Level

Spanish (ES)Tiempo de reacción de primer nivel

Tiempo de reacción nivel estándar

French (FR)Temps de réaction de niveau supérieur

Temps de réaction de niveau standard

Portuguese (PT)Tempo de reação de primeiro nível

Tempo de reação de nível standard

Russian (RU)Время реакции: первый уровень

Время реакции: стандартный уровень

Chinese (ZH) 一级反应时间标准反应时间

Dutch (NL) Reactietijd Eerste Level Reactietijd Standard Level

Turkish (TR) Birinci Seviye Tepki Süreleri Standart Tepki Süreleri

Czech (CS) Doba reakce: první úroveň Doba reakce: standardní

Polish (PL) Czas reakcji - poziom pierwszyCzas reakcji - poziom standardowy

Italian (IT) tempo di reazione primo livello tempo di reazione livello normale

Danish (DA) Reaktionstid: Højeste niveau Reaktionstid: Standardniveau

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Finnish (FI) Ensimmäisen tason vasteaika Vakiotason vasteaika

Japanese (JA)ファーストレベルでの対応時間

標準対応時間

Norwegian (NO) Reaksjonstid høyeste nivå Reaksjonstid standard

Swedish (SV) Reaktionstid högsta nivå Reaktionstid standardnivå

20. Choose Save.

ResultNew response profiles are created.

3.1.4 Assigning Product Type to Hierarchy

UseThe product type Service needs to be assigned to the appropriate hierarchy.

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

Transaction code COMM_PRAPPLCAT

SAP CRM IMG menu Cross-Application Components SAP Product Product Category Assign Category Hierarchies to Applications

2. Double click on the folder Assgmt per Product Type for Application ‘Product’.


4. Maintain the values as shown in the following table...

a) for a CRM implementation with ERP Integration:

Product Type Hierarchy ID

Service R3PRODSTYP

b) for a CRM Standalone implementation:

Product Type Hierarchy ID

Service YBPCRMPROD

5. Choose Save.


ResultThe new hierarchy is now assigned to the relevant product type.

3.1.5 Checking Item Category Group

UseCheck if the following item category group exists in the CRM system:

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SRVP - Service product

If the entry is missing, perform the following steps.


Transaction code SPRO

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

2. If there is no entry SRVP for the service item, choose New Entries.

3. Maintain the values as shown in the following table if not already created:

ItemCatGrp Description

SRVP Service product (EN);Serviceprodukt (DE)

4. Choose Enter.

You can ignore the warning message Choose the key from the allowed namespace. Press Enter.


ResultThe required item category groups are checked.

3.2 Interaction Center Transactions

Use

The purpose of this activity is to customize the relevant transactions for the IC Webclient used in the service scenario.

3.2.1 Preparatory Settings

3.2.1.1 Defining Prefix Number for Organizational Management

UseAs a prerequisite for defining determination rules you firstly have to define a prefix number for organizational management.


Transaction code OOW4

SAP CRM IMG menu SAP NetWeaver Application Server Business Management SAP Business Workflow Basic Settings Maintain prefix numbers

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2. Check if the following data record has already been created in the CRM system.

3. If not, choose Display <-> Change.

4. Choose Create and maintain the following values:

Field name User action and values

Prefix number <number between 900 and 999 (customer namespace)> (e.g., 900)

SAP System ID <ID of your CRM system>

Client Number <Number of your CRM client>

5. Choose Save.

6. Choose a package (e.g., $TMP) and choose Save.

7. Choose Continue to close the Detail View of Prefix Number: Maintain screen.

ResultYou have defined a prefix number for Organizational Management with status Active.

3.2.1.2 Maintaining Determination Rules

Procedure1. Access the activity using the following navigation options:


SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Organizational Data Determination Change Rules and Profiles Maintain Determination Rules

(1) Creating a Profile for the Service Scenario – Service Team

2. Copy the standard determination rule 10000278 (Ex. serviceorg via product and rule)

3. Maintain the following values:


Object abbreviation BP_SERV_02

Object name Ex. Service Org - Country, ZIP, Product

4. Choose Copy.

5. Choose Local Object to save the new rule as local object.

6. Choose Change for the newly created rule.

7. Go to tab Container.

8. Choose Create Element.



Element COUNTRY

Name Country

Short Descript. Country

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Structure ADRC

Field COUNTRY

10. Save the rule and note the rule number.

(2) Creating a Profile for the Service Scenario – Service Org

11. Copy the standard determination rule 10000276 (Resp. service org. via orgdata model)



Object abbreviation BP_SERV_01

Object name Resp. Service Org. - Country, ZIP

13. Choose Copy.







Element COUNTRY

Name Country


Structure ADRC

Field COUNTRY


(3) Creating a Profile for the Sales Scenario

20. Copy the standard determination rule 10000280 (SAles organization via orgdata model)



Object abbreviation BP_SALE_01

Object name Sales Organization - Country, ZIP

22. Choose Copy.







Element COUNTRY

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Name Country


Structure ADRC

Field COUNTRY


ResultYou have defined new organizational determination rules, two for Service and one for Sales.

3.2.1.3 Maintaining Organizational Data Profile


Transaction code CRMC_ORGPROF

SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Organizational Data Determination Change Rules and Profiles Maintain Organizational Data Profile

(1) Creating a Profile for the Service Scenario


3. Maintain the values in dialog box as shown in the following table.


Profil Y00000000004 BP Service IC – Org. Data Profile (Hdr) (EN)BP Service IC – Org.datenprofil (Kopf) (DE)

Scenario Service

Determination Rules

Organizational Model Determin. Rule <number of rule BP_SERV_01 - Resp. Service Org. – Country, ZIP)>

Responsibilities Determin. Rule

Mandatory

Service Organization


5. Choose a customizing request if required.

6. Choose Back.

(2) Creating a Profile for the Sales Scenario

1. First check if this organizational data determination profile already exists for the sales scenario.

2. If not, choose New Entries.

3. Maintain the values in the dialog box as shown in the following table.

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Profil Y00000000004 BP Service IC – Org. Data Profile (Hdr) (EN)BP Service IC – Org.datenprofil (Kopf) (DE)

Scenario Sales

Determination Rules

Organizational Model Determin. Rule <number of rule BP_SALE_01 - Sales Organization – Country, ZIP)>

Responsibilities Determin. Rule

Mandatory

Sales Organization

Distribution Channel


ResultYour organizational data profile is defined.

3.2.1.4 Maintaining Access Sequence



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

2. Copy the standard determination rule 0011 (Organizational Data: Service Team Using Product or Rule)



Sequence Y011

Description BP Organizational Data: Service Team

4. Choose Enter.

5. On screen Specify object to be copied choose copy all.

6. Confirm the following message.

7. Highlight the new procedure and double-click on node Individual Accesses.

8. Double click on entry 20.



Determination Rule: Org.Data Model

<number of rule BP_SERV_02 - Ex. Service Org - Country, ZIP, Product>

10. Save your settings.

Result

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You have defined a new access sequence.

3.2.1.5 Defining Partner Determination Procedure

UseIn this activity, you define partner determination procedures that the system uses to automatically enter partners in business transactions. The partner functions and access sequences you have defined are brought together here.



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

Partner Determination Procedure for Header Level(for Service Requests):

2. Highlight the standard determination procedure for service request headers IT000001 (ITSM Incident Header) and choose Copy As….



Procedure YIT00001

Description BP Incident Header (EN);BP Störungskopf (DE)

4. Choose Enter.



7. Highlight the new procedure and double-click on node Partner Functions in Procedure.

8. Remove partner functions 00000151 – Reporter (Person) and 00000152 – Reporter on Behalf (Person)

9. Add partner function 00000015 – Contact Person the following values:


PartnerDetProc YIT00001

Partner Function 00000015

No. of Occurrences (Lowest) <no entry>

No. of Occurrences (Highest) 1

Access Sequence 0006

10. For partner function 00000001 – Sold-To Party maintain the following values:




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sapevent:DOCU_LINK%5CDS:GLOS.3526C7B6AFAB52B9E10000009B38F974



Changeable <unflag>

No. of Occurrences (Lowest) 1


Changeable addr. <unflag>


11. For partner function 00000056 – Service Employee Group maintain the following values:






Access Sequence Y011

12. For partner functions 00000014 – Employee Responsible (CRM) maintain the following values:








ResultNew partner determination procedures were defined.

3.2.1.6 Defining Date Profile

UseThe date profile controls which date types, time durations, reference objects and date rules can be used in a specific transaction type or item category.

Depending on the date profile, you also define the characteristics for date types and durations (for example, time unit, reference object, duration, date rule) in this activity.



SAP CRM IMG menu Customer Relationship Management Basic Functions Date Management Define Date Profile

2. Highlight date profile IT0000000004 and choose Copy As… .

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3. Enter the following values:

Date Profile Name

Y00000000004 BP Service Request Item (EN);BP Serviceanforderungsposition (DE)

4. On the Specify object to be copied screen, choose copy all and confirm the following information message.

5. Save your entry.

6. Highlight the newly created date profile and double-click on node Date Types.

7. Double-click on date type SRV_START.



Date Type Notification Receipt (SRV_START)

Date Rule Notification Receipt (SUBMISS_TIME)

Determine Date Only Once

Calculation Pos. 1

Weekday

Date

Time

Current Time

Reference obj. System

9. Choose Back.

10. Select the date types IT_CREATION, IT_ESCALATN1, IT_ESCALATN2, SRV_CUST_BEG and SRV_CUST_END.

11. Choose Delete.

12. On the Specify object to be deleted screen, choose all entries and confirm the following information message.

13. Double-click on node Durations.

14. Select the durations IT_ESCA_DUR1 and IT_ESCA_DUR2.

15. Choose Delete.

16. On the Specify object to be deleted screen, choose all entries and confirm the following information message.


ResultA new date profile has been created for the service request scenario.

3.2.1.7 Defining Status Profile

Use

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The purpose of this activity is to create different status profiles for the different transaction types.



SAP CRM IMG menu Customer Relationship Management Transactions Basic Settings Status Management Define Status Profile for User Status

2. In order to create new status profiles, perform the following steps:

Status profile for Service Requests:

3. Highlight the standard status profile for service requests SRV_ST01 and choose Copy As….



Procedure YBP_ST01

Description BP Service Request

Maintanance Language DE

5. Choose Continue.

6. Mark the new status profile and click on Details

7. Remove status CL02.

Press Enter and confirm the following message with Yes in order to fully delete the status.


ResultStandard status profile SRV_ST01 has been copied and adapted into new status profile YBP_ST01.

3.2.1.8 Defining Text Profile

UseThe purpose of this activity is to create different text profiles for the different transaction types.



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

2. Highlight text object CRM_ORDERH (Transaction Header).

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3. In the dialog structure double-click on Procedure.

Text Profile for Service Requests:

4. Highlight the standard text profile IT000001 (Service Request) and choose Copy As….



Procedure Y0000001

Description BP Service Request (Hdr) (EN);BP Service Request (Kopf) (DE)

6. Choose Enter.

7. On the Specify object to be copied screen, choose copy all and confirm the following information messages.

8. Highlight the new procedure and double-click on node Definition of Procedure (see dialog structure on the left side).

9. Remove the following text types:

S006 – Reply

S005 – Log.

10. For the following text types:

S001 – Problem Description

S004 – Solution Description

maintain the following value:


Changes <empty>


ResultA new text profile for service requests has been created.

3.2.1.9 Maintaining Smartform

UseThe purpose of this activity is to create a new smartform which can used later for the escalation of service requests.

Procedure1. Access the transaction using the following navigation options:

Transaction code SMARTFORMS

2. Enter CRM_KNOWLEDGE_ARTICLE into the field Form.

3. Click on Copy.

4. Enter YBP_IC_CRM_KNOWLEDGE_ARTICLE as new name.

5. Save.

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6. Choose Change.

7. In the navigation tree open folder FIRST First Page, open PROCESS Business Transaction and double-click on PROCESS_TEXT.

8. A window with MS Word opens. Delete the lines for language, transaction type, status, authorization scope and priority.

9. Choose Save.

10. Choose Back.

Result

The Smartform was copied and adjusted.

3.2.1.10 Defining Action Profile

UseThe purpose of this activity is to create a new action profile for the escalation of overdue service requests and for the PDF generation of knowledge articles to be sent as attachments of emails.



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

2. Switch Display view into Change view.

Action Profile for Service Request escalation

3. Highlight the standard action profile SERVICE_ORDER_ITEM_SLA and choose Copy As…



Action Profile YBP_SERVICE_ORDER_ITEM_SLA

Description BP Monitoring SLA Deadlines

Date Profile Y00000000004

5. Press Enter


7. Skip the copy of the action definition COMPLETE_PSL_ITEM.

8. Change naming of the other action definitions to:

(1) YBP_SERVICE_ORDER_ITEM_SLA_END

(2) YBP_SRV_ORDER_ITEM_SLA_START


10. Highlight the new action profile and double-click on node Action Definition (please see dialog structure on the left side).

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11. Highlight YBP_SERVICE_ORDER_ITEM_SLA_END and choose Details.

12. On tab Action Definition, in area Partner Determination for the Action maintain the following value:


Partner Func. 00000014 (Employee Responsible)


14. Click on Back.

15. Highlight action definition YBP_SERVICE_ORDER_ITEM_SLA_START and choose Details.

16. On tab Action Definition, in area Partner Determination for the Action maintain the following value:


Partner Func. 00000014 (Employee Responsible)



Action Profile for Knowledge Article PDF generation

19. Highlight the standard action profile KNOWLEDGE_ARTICLE_AP and choose Copy As…



Action Profile YBP_KNOWLEDGE_ARTICLE_AP

Description BP Knowledge Article AP

21. Press Enter


23. Change naming of the action definition to YBP_KNOW_ARTICLE_PRINT (Generate PDF with BP Smartform).


25. Highlight the new action profile and double-click on node Action Definition (please see dialog structure on the left side).

26. Double-click on Processing Types.



Form Name YBP_IC_CRM_KNOWLEDGE_ARTICLE


3.2.1.11 Defining Conditions for Actions

UseThe purpose of this activity is to create the conditions for new action profile.

Procedure

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1. Access the activity using the following navigation options:


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

Schedule definition for Service Request escalation

2. Click on the new action profile BP Monitoring SLA Deadlines.

The list is sorted by IDs. To make them visible choose Edit -> Technical Names On/Off from the SAPGUI menu.

3. Add new action definitions by clicking on Create.

4. Add the action definitions First Reaction Deadline Missed and Completion Deadline Missed.

5. Double-Click on First Reaction Deadline Missed and open the tab Start Condition.

6. Click on Edit Condition and make the following entries for parameter conditions:

Name BP Condition: status open and initial reaction time exceeded

7. Click in field Condition Definition and make the following condition settings:

Expression 1 Operator

Expression 2

And/or

&CRM Service Product Item.System Status&

= I1002 And

&First Response By& < %Current Date%

8. Save your entries by clicking on Transfer Condition (=checkmark).

9. Click on Back button.

10. Double-Click on Completion Deadline Missed and open the tab Start Condition.

11. Click on Edit Condition and make the following entries for parameter conditions:

NameBP condition: status not completed and completion date exceeded

12. Click in field Condition Definition and make the following condition settings:

Expression 1 Operator Expression 2

And/or

&CRM Service Product Item.System Status&

I1005 And

&ToDo By& < %Current Date%

13. Save your entries by clicking on Transfer Condition (=checkmark).

14. Click on Back button.

15. Save your entries

Schedule definition for Knowledge Article

16. Click on the new action profile BP Knowledge Article AP.

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The list is sorted by IDs. To make them visible choose Edit -> Technical Names On/Off from the SAPGUI menu.

17. Add new action definitions by clicking on Create.

18. Add the action definitions Generate PDF with BP Smartform.

19. Double-Click on Generate PDF with BP Smartform and open the tab Processing Details.



OutputDevice LP01


3.2.1.12 Defining SLA Determination Procedure

UseTimes for service level agreements in service requests can be determined from different origins.



SAP CRM IMG menu Customer Relationship Management Transactions Settings for Service Requests Define SLA Determination Procedures

2. Create a new entry:

SLA Det. Proc. Description

YBP_SLA BP SLAs

3. Highlight the procedure and double click on Access Sequence.

4. Create new entries:

Sequence SLA Source

10 Business Partners (Sold-To Party)

20 Service Product Item

ResultThe procedure controls the origins of SLA data and the order in which they are checked. This is going to be used in the relevant transaction type.

3.2.1.13 Checking Number Range for Service Requests



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SAP CRM IMG menu Customer Relationship Management Transactions Settings for Service Requests Number Ranges Define Number Ranges for Incidents

2. Choose Display Intervals.

If you find an existing interval with internal number assignment (with checkbox Ext being deselected, for example, interval with no. 01) you can skip this configuration step and proceed with the following sections (choose Back twice, then choose Cancel).

If there is no such an interval you need to create one by carrying out the following steps:

3. Choose Back.

4. Choose Change intervals.

5. Choose Insert Interval.


Column Entry

No. 01

From number 7900000001

To number 7999999999

Current number 0

Ext <deselected>

7. Choose Insert.

8. Choose Save and confirm the message.


10. Choose Cancel.

ResultThe number range for service requests is maintained.

3.2.1.14 Checking Number Range for Knowledge Articles



SAP CRM IMG menu Customer Relationship Management Master Data Knowledge Articles Define Number Ranges for Knowledge Articles

2. Choose Display Intervals.

If you find an existing interval with internal number assignment (with checkbox Ext being deselected, for example, interval with no. 01) you can skip this configuration

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step and proceed with the following sections (choose Back twice, then choose Cancel).

If there is no such an interval you need to create one by carrying out the following steps:

3. Choose Back.

4. Choose Change intervals.

5. Choose Insert Interval.


Column Entry

No. 01

From number 7700000001

To number 7799999999

Current number 0

Ext <deselected>

7. Choose Insert.

8. Choose Save and confirm the message.


10. Choose Cancel.

ResultThe number range for Knowledge Articles is maintained.

3.2.1.15 Defining Settings for Durations

Use

In this activity you define which combination of user status profile, user status, and date profile is used to calculate durations for transactions. When you update the status of a service request, the system automatically updates the date types and durations of the transaction according to the new status.



SAP CRM IMG menu Customer Relationship Management Transactions Settings for Service Requests Define Settings for Durations


3. Maintain the values as shown in the following table:

StatProfUser Status

Description Date Prof. DurationDate Type

YBP_ST01 E0001 In Process Y00000000004 SRQ_TOT_DUR

YBP_ST01 E0001 In Process Y00000000004 SRQ_WORK_DUR

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StatProfUser Status

Description Date Prof. DurationDate Type

YBP_ST01 E0003 Customer Action

Y00000000004 SRQ_TOT_DUR

YBP_ST01 E0004 Completed Y00000000004 SRV_CLOSE

YBP_ST01 E0004 Completed Y00000000004 SRQ_TOT_DUR

YBP_ST01 E0004 Completed Y00000000004 SRQ_WORK_DUR


ResultNew settings for the calculation for durations for the transaction type YXSR have been created.

3.2.2 Defining Transaction Types

UseThe purpose of this activity is to create three transaction types in order to use them in the call center scenario.



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

2. In order to create a new transaction type, perform the following steps:

Transaction Type for Service Request

In order to create a new transaction type for service request, perform the following steps:

3. Highlight business transaction SRVR and choose Copy As… .

4. Maintain the following values (and keep the others unchanged):


Transaction Type YSVR BP Service Request (EN)BP Serviceaanfrage (DE)

General

Description BP Service Request (EN)BP Serviceaanfrage (DE)

Profiles

Text Det. Procedure Y0000001 BP Service Request (Hdr)

Partner Determ.Proc. YIT000001 BP Incident Header

Status Profile YBP_ST01 BP Service Request

Org. Data Prof. Y00000000004 BP Service IC - Org. Data Profile (Hdr)

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5. Press Enter.

6. Choose Continue to confirm the information message.


8. Double click on view Assignment of Business Transactions Categories.

9. Highlight transaction category BUS2000116 Service Process and double click on view Customizing header.



SLA Prof. Det. Proc. YBP_SLA


12. Highlight transaction category BUS2000126 Business Activity and double click on view Customizing header.



Priority Medium


14. Highlight transaction category BUS2000223 CRM Service Request and double click on view Customizing header.



Active

Catalog Changeable

Redetermination


Transaction Type for Knowledge Article

In order to create another new transaction type for knowledge article, perform the following steps:

17. Highlight business transaction KNAR and choose Copy As… .



Transaction Type YKNA BP Knowledge Article (EN)BP Wissensartikel (DE)

General

Description BP Knowledge Article (EN)BP Wissensartikel (DE)

Profiles

Action Profile YBP_KNOWLEDGE_ARTICLE_AP

19. Press Enter.

20. Choose Continue to confirm the information message.


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ResultNew business transaction types YSVR and YKNA have been created.

3.2.3 Defining Item Categories for Service Request Items



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

2. Select item category SRQI and choose Copy As…

3. Maintain the values as shown in the following table:


Item Category YSRI - BP Srv. Request Item (EN);YSRI - BP Serv. Anf.pos. (DE)

General

Description BP Service Request Item (EN);BP Serviceanforderungsposition (DE)

Profiles

Org. Data Profile 000000000020

Date Profile Y0000000004


4. Double-click on view Assignment of Business Transaction Categories.

5. Highlight transaction category Service Process and double-click on view Customizing Item.

6. Unflag all available options.


3.2.4 Defining Item Category Determination

UseFor the item category determination, you need a mapping between the elements item category, transaction type and item category group in order to determine the relevant item category.



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

2. Maintain the following entries:

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Transaction Type Item Cat. Group Item Category

YSVR SRVP YSRI


ResultYou have defined all necessary items of the category determination for transaction type YSVR.

3.2.5 Further Settings

3.2.5.1 Defining Copy Control for Transaction Types

UseThe purpose of this activity is to define the control for copying business transaction types.

PrerequisitesAll relevant transaction types have been created.

With the activation of building block C31 CRM Activity Management, transaction types Y020 and Y030 were created. If you didn't activate this building block, because you don't run scenario Activity Management within your solution scope, just maintain those entries, which do not contain transaction types Y020 and Y030.



SAP CRM IMG menu Customer Relationship Management Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Transaction Types

Copy Service Request Knowledge Article:


3. Maintain the values as shown in the following table (and leave the other fields empty):


Source trans. YSVR

Tgt Trans. Type YKNA

4. Choose Save.


6. Choose Back.

Copy Control Service Request Service Request:



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Source trans. YSVR

Tgt Trans. Type YSVR

9. Choose Save.

10. Choose Back.

Copy Control Service Request Visit:




Source trans. YSVR

Tgt Trans. Type Y020 (BP Visit with Prod.)

13. Choose Save.

14. Choose Back.

Copy Control Service Request Task:




Source trans. YSVR

Tgt Trans. Type Y030 (BP Task)

17. Choose Save.


Copy Control Interaction Record Visit:




Source trans. Y110

Tgt Trans. Type Y020 (BP Visit with Prod.)

21. Choose Save.

22. Choose Back.

Copy Control Interaction Record Task:




Source trans. Y110

Tgt Trans. Type Y030 (BP Task)

25. Choose Save.

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3.2.5.2 Defining Copy Control for Item Categories



SAP CRM IMG menu Customer Relationship Management Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Item Categories


3. Maintain the values as shown in the following tables (and leave the other fields empty):


Source Item Cat. YSRI

Target item cat. YSRI

Copy Item Categories - General Control Data

Copy conditions Do not copy conditions

4. Choose Save.


ResultAdditional copy controls were defined.

3.2.5.3 Assigning Categories for Transaction Types

UseThe purpose of this activity is to define the available categories for the interaction record.



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



Trans. Type Category

Y110 Interaction Record INT Internet Mail

Y110 Interaction Record 203 Various

Y110 Interaction Record 202 Telephone call

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4. Choose Save.


6. Choose Back.

3.3 Multilevel Categorization

3.3.1 Assigning Transaction Types to Catalog Categories

UseIn this activity, you can assign the transaction types to catalog categories which are used to assign categorization scheme(s) defined in Category Modeler applications.



SAP CRM IMG menu Customer Relationship Management Cross-Application Components Multilevel Categorization Assign Transaction Types to Catalog Categories

2. Copy the entry for transaction type ITIN with catalog category D – Defect Locations… to transaction type YSVR.

3. Copy the entry for transaction type KNAR with catalog category E- Causes to transaction type YKNA.

Result

The transaction types can be assigned to category models in the category modeler.

3.3.2 Defining Categories with Category Modeler

UseIn this activity, you define different categories and sub-categories for the content analysis in the Category Modeler as an example.

PrerequisitesLog on to the CRM WebClient with the user IC_MAN and password welcome in order to use this application.Be sure that this system user has got role SAP_PCC_ERMS_ADMIN assigned to be able to use the input help for the Category Modeler and the Rule Modeler.

Procedure1. Access the activity using the following navigation to knowledge management.

SAP CRM WebClient UI menu Knowledge Management Categorization Schemas

2. Choose New.

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3. In assignment block Category Hierarchy a new entry for a schema has been generated automatically.

4. In assignment block General Data, maintain the following entries:


Schema ID YBP_SERVICE

Name BP Service

Description BP Service

Valid-From Date <today>

Logical Structure Hierarchical Categorization

Combination AND Combination

5. In assignment block Application Areas choose New and maintain the following entries one after another (using the input help):

Application ID Parameter Value

Service Request/IncidentTransaction type / Catalog Category

BP Service Request / Defect Locations / Objects Parts

Knowledge ArticleTransaction type / Catalog Category

BP Knowledge Article / Causes

6. In assignment block Category Hierarchy highlight the schema entry and choose New to create a new category.

7. In assignment block General Data maintain the following entries:

Field Value

Category ID CA_1

Name Complaint

Category Description Complaint

8. In assignment block Category Hierarchy highlight the new category CA_1 and choose New.

9. Add more categories by adding subnodes similar to the steps above. For example:

Sample Categorization

ID_1 BP Service Schema

CA_1 Complaint

CA_4 Legal Issues CA_5 Packaging CA_6 Production CA_7 Others

CA_2 Compliment

CA_8 Product CA_9 Packaging CA_10 Others

CA_3 Request

CA_11 Factory Visit CA_12 Information CA_13 Online Shop CA_14 Suggestion CA_15 Others

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10. In assignment block Category Hierarchy highlight schema YBP_SERVICE.

11. Set the Valid-From Time to a value in the near future.

12. In assignment block General Data maintain the following data:


Status Released

13. Choose Save.

After release of the new schema the deployment process of the new categories starts automatically. It is available as soon as the Valid-From Time is reached. After that the status automatically switches from Released to Active.

The category must have the status Active in order to be selectable when creating a new rule with the rule modeler (see chapter below).

ResultYou have defined a new schema in the system.

To translate the categorization model you have to logon in the target translation language and maintain the texts. The English texts maintained are displayed instead as long as no texts are maintained in the target language.

3.4 E-Mail Settings

3.4.1 Checking Workflow

UseThis procedure is a central step to allow the handling of incoming e-mail items.

Procedure1. Customize workflow by accessing the activity using the following navigation:

Transaction code SWU3

SAP Menu Architecture and Technology ABAP Workbench Development SAP Business Workflow Utilities Automatic Workflow Customizing

2. Perform the automatic workflow customizing (F9) for the runtime environment.


ResultWorkflows can be executed in the system. This is required for e-mail handling which is routed using workflows.

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3.4.2 Defining Rules with Rule Modeler

UseIn this activity, you create the rules that are used for the handling and routing of incoming emails. Based on the rules defined, the system will then route the emails to the appropriate service team.

PrerequisitesThe customer has provided the organizational unit which should receive the incoming mails as an answer to the questionnaire.

You have defined the incoming email address.

Log on to the CRM WebClient with the user IC_MAN and password welcome in order to use this application.Be sure that this system user has got role SAP_PCC_ERMS_ADMIN assigned in order to be sure that you are able to use the input help for the Category Modeler and the Rule Modeler.

Procedure1. Access the activity using the following navigation option:

SAP CRM WebClient UI menu Process Modeling Rule Policies

2. Choose New.

3. In the New Rule Policy web page dialog, maintain the following header data:


Context E-Mail Response Management System

Rule Policy YBP_MAIL_RSP

4. Choose OK.

5. In assignment block Policy highlight entry Active.

6. In assignment block Policy Variant Details maintain the following description:


Description BP Default E-Mail Routing

7. In assignment block Policy highlight entry Draft Rules and choose New.

8. In assignment block Rule Folder Details enter the following values:


Name Route E-Mail

Description Routing for E-Mail

9. Press Enter.

10. Highlight rule folder Route E-Mail and choose New.

11. In assignment block Rule Details enter the following values:


Name BP E-Mail Rule 1

Description BP E-Mail Rule 1

12. In assignment block Conditions choose Add Entry.

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13. Select the following values entries (using the input help) one after another:

Match Attribute Operator Value

If E-Mail Original Recipient Contains <select mail address>

14. In assignment block Actions choose Add Entry

15. Select the following values entries (using the input help):

Actions Name Value Description

Actions/Parameters

Route EMail

Organizational Object <ID> <description>

In row Organizational Object you select the relevant organizational unit for routing the emails to.

16. In assignment block Policy select More Check Draft Rules from the menu to check the new rule.

17. If no problems were found select More Release Draft Rules from the menu to release the new rule.The rule is now released and the e-mail routing is active.


ResultYou have defined a new rule for routing the e-mails to the relevant organization.

3.4.3 Checking Service Manager Profile

UseService manager profiles determine which services and related properties are executed or performed, and in what sequence, when called by the service manager.



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

2. Highlight service manager profile DEFAULT and double-click on view Directly Called Services.

3. Highlight service RE_RULE_EXEC and double-click on view Properties.

4. Following values need to be assigned:

Property ID Property Value

POLICY YBP_MAIL_RSP

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ResultThe rule policy call has been verified in the service manager profile.

3.5 Letter Settings

3.5.1 Defining Document Template Profile

UseThe global data context has to be made available for the letter templates.



SAP CRM IMG menu Customer Relationship Management Basic Functions Content Management Define Document Template Profile


Profile Description

GDCOI GDCOI


ResultObjects from the current interaction, e.g. identified customer, are available in letter templates.

3.5.2 Activating HTTP Services

UseWith this activity you enable the HTTPs Services which are necessary to run the Web Services Tool.


Transaction code SICF

SAP CRM IMG Menu SAP NetWeaver Application Server Internet Communication Framework Configure and Activate HTTP Services Individually

2. Click on Execute (F8).

3. Navigate to folder default_host/sap/bc/soap.

4. Right-click on soap and choose Activate Service.

5. Confirm the dialog box with a click on the second Yes button.

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

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default_host/sap/bc/srt/xip/sap

default_host/sap/bc/smart_forms

/default_host/sap/bc/srt

*

3.5.3 Defining Web Services

UseWith this activity you define a Web Service which is a prerequisite for the creation of letter templates.


Transaction code BSP_WD_CMPWB

SAP Menu SAP Menu CRM UI Framework UI Framework Definition Access BSP Component Workbench

2. For component enter WS_DESIGN_TOOL.

3. Click on Test in order to open the Web Service Tool.

4. If prompted, log on with power_user, password welcome.

5. Click on New.

6. Step 1 Select object: Enter the following information:

Field name Value

Object name YBP_LETTER

Object description YBP Letter Web Service

Used as Service object

Business object Service Request

Component GDCOIC

Root object Virtual Object for IC Web

Component set Default Component Set for IC WebClient

Included objects Product/Individual Product,Installed Base,GDCOIC,Content Management,Case Management,Business Transaction,Business Partner,

7. Mark checkbox for Read.

8. Step 2 Select attributes: Enter the following information:

Attribute

Virtual Object for IC Web

CURRENTCONTACT

CURRENTCONTACTPERSON

CURRENTCUSTOMER

9. Mark the attribute on the left hand side.

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10. On the right hand side mark all attributes and click on Confirm Selection.

11. Repeat steps 8 and 9 for each attribute.

12. Step 3 Maintain attributes: select the attributes according to the customer’s template requirements.

13. Step 4: Settings: Click on Save.

14. Click on Check.

If check was successful, the following message appears: Consistency Check successful.

15. Click on Activate.

16. Click on Productive.


3.5.4 Creating Document Template

UseThe purpose of this part is to describe the way to create letter templates. These templates are used by the agents to provide standardized answers.

PrerequisitesThe customer has provided the template texts as an answer to the questionnaire. This would then be set up in the system following the steps described below.

Web service YBP_LETTER providing the required attributes has been created.

You are logged on to the CRM WebClient with user IC_MAN and password welcome or initial at first logon.

This chapter might cause an error if you run Microsoft Vista as operating system on your client. In this case please check SAP note 1343780 for bugfix information.


SAP CRM WebClient menu Knowledge Management Document Templates

2. Choose New.

3. Enter the following values for letter template:


File Type Microsoft Word

Name <proper name>

Description <proper description>

Object Type GDCOI

Web Service YBP_LETTER

Language EN

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4. Choose Start Designer. A new MS Word document opens.

You need to ensure that in your Browser the setting Initialize and script ActiveX controls not marked as safe is enabled.(Internet Options Security Local intranet Custom Level…)

5. Under Choose an element to apply to your current selection: click on the available entries to reach the webservice under Output.

6. Edit the Word document according to the customer’s requirements and select the context of the values you would like to add.

For example, “Currentcustomer” is the customer which is confirmed by the agent.For the customer you then can add any values, like, for example:

.

You can insert the attributes of the defined web service directly into the document template via drag & drop.

7. Save your settings and close the Word document.

ResultA new document template has been created.

3.6 Software Agent Framework

UseThe Software Agent Framework (SAF) is a required component in the Interaction Center (IC) WebClient where it is used by the Knowledge Search. The SAF is responsible for compiling knowledge entities into the search engine and searching for knowledge entities in the search engine.

The SAF from CRM 5.0 onwards is part of the CRM ABAP implementation without any JAVA stack, so you do not need to install SAF separately any more.

PrerequisitesRetrieval and Classification (TREX) - specifically the TREX search engine and text mining engine - is a required component of the SAF.

Check if the RFC destination for your TREX is working – perform a Connection Test with transaction SM59.

3.6.1 Configuring Search Engine

UseIn this activity, you use a wizard to define the basic settings for the search engine used in the Software Agent Framework (SAF). This is necessary for the compilation, clustering, and search functionality to work.

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SAP CRM IMG menu Customer Relationship Management Enterprise Intelligence Software Agent Framework Name and Configure Search Engine

2. Choose Continue until you get to the step Search Engine Type.

3. If field Process Class is empty, add the following entry:

Field name Value

Process Class CL_CRM_SAF_SE_TREX_ABAP

4. Deselect Use Default Queue Management for Background Jobs.

5. Skip the following steps choosing Continue choose Complete to exit the wizard.

6. Choose Save if necessary.

ResultThe selection of the necessary process class has been checked or carried out.

3.6.2 Configuring Knowledge Base

UseIn this Implementation Guide (IMG) activity, you use a wizard to configure a knowledge base in the Software Agent Framework (SAF). Each knowledge base is a collection of knowledge entities whose information is stored in an SAP system.



SAP CRM IMG menu Customer Relationship Management Enterprise Intelligence Software Agent Framework Name and Configure Knowledge Base

2. Choose Continue.

3. In step Name and Language enter the knowledge base KA, highlight the respective supported language and choose Continue.

4. On step Basic Settings enter the Description for the selected language and choose Continue to skip all other steps.

Supported Language Description

English Knowledge Article

5. Choose Complete to exit the wizard.


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3.6.3 Configuring Application



SAP CRM IMG menu Customer Relationship Management Enterprise Intelligence Software Agent Framework Configure Application

2. Choose Continue.

3. In step Application Name select the application ICWEBCLIENT and enter all necessary language-specific descriptions for this application.

4. Choose Continue.

5. Choose button Insert Row and select the knowledge base KA.

6. Choose continue until the step Search Query Parameters.

7. Enter the required Maximum Number of returned Hits, and values for Delimiters and Fuzziness, if not already prefilled. To check this, see also the explanation text provided in the wizard.

Field name Value

Maximum number of returned hits

50

Delimiters ,;

Fuzziness 0.7

8. Choose Continue.

9. Choose Complete to exit the wizard.


3.6.4 Checking RFC Destination for TREX I

UseThe RFC destination for the TREX is normally created during the installation of the TREX. This step assures the correct assignment of a predefined TCP/IP destination to the TREX server for search, indexing, and clustering in the Software Agent Framework (SAF)

PrerequisitesAn RFC destination for TREX has been set up.

Procedure1. To check the RFC destination for TREX, choose the following navigation options:


SAP CRM IMG menu Customer Relationship Management Enterprise Intelligence Software Agent Framework Configure RFC Destinations

2. A setup wizard will be initialized. Follow the steps until the end.

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3. Start:A brief explanation of the setup process and purpose is presented. Press Continue.

4. Search Engine Name:Make sure that field Search Engine Name contains STANDARD. Press Continue.

5. Search Service RFC:The destination name represents a TCP/IP connection maintained by your system administrator using transaction SM59. Highlight the respective RFC Destination Name and choose Test Connection in order to test the connection before proceeding. If you are not sure about the correct destination name, ask your system administrator.After the test has been carried out successfully (<Destination Name> Test OK), choose Continue to proceed to the next step.

6. Indexing Service RFC:For the SAF's default search engine STANDARD, the TCP/IP connection for the indexing service is the same as for the search service. This destination name represents a TCP/IP maintained by your system administrator using transaction SM59. Highlight the respective RFC Destination Name and choose Test Connection in order to test the connection before proceeding. If you are not sure about the Destination Name, ask your system administrator. After the test has been done successfully (<Destination Name> Test OK), choose Continue to proceed to the next step.

7. Complete:You have now reached the end of the wizard. Press Complete to finalize the step.

3.6.5 Checking RFC Destination for TREX II

UseCheck the TREX RFC destination for the Search Engine STANDARD.

Procedure1. Access the activity using the following navigation option:

CRM Transaction code CRMC_SAF_ADV_CLIENT

2. In the dialog structure select view Search Engines RFC Destination with a double-click.

3. Choose New Entries and maintain the following entry (if not already existing):

Field name Value

Application Name ALL

Search Engine Name STANDARD

Query Service HTTP Destination <your RFC destination for TREX>

Indexing Service HTTP Destination <your RFC destination for TREX>


3.6.6 Configuring Compilation

Use

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In this activity, you use a wizard to define the basic settings for the compilation in the Software Agent Framework (SAF). This is necessary for the compilation.



SAP CRM IMG menu Customer Relationship Management Enterprise Intelligence Software Agent Framework Configure Compilation

2. Choose Continue.

3. In step Index Name select knowledge base KA in field Knowledge Base Name and highlight all relevant languages for the compilation.

4. Chose Continue.

5. In step Index Settings maintain the following entries:

Field name Value

Use Search Engine Queue if Available <deselected>

Support Text Mining

6. Choose Continue without changing any data and Complete to exit the wizard.


8. Repeat the steps 2-5 with all other necessary languages.

ResultThe compilation settings are done.

3.6.7 Checking Installation and Configuration

UseYou can use a diagnosis tool to check the installation and configuration of your SAF. If the diagnosis tool finds any problems, it tells you the possible causes of the problem and how to fix it, which you can do using a guide.

From the diagnosis tool, you can access Customizing for the Software Agent Framework, including the default customizing. You can also access the Indexes application which is used to compile and cluster the index for a given knowledge base and language.

Procedure1. You can access the diagnosis tool using the following navigation options:

Transaction code CRMC_SAF_TOOL

SAP CRM GUI menu

2. Select search engine STANDARD, mark all checks (Process and

Content Based) and choose Start Diagnosis (F2).

If errors occur when calling the Knowledge Search using transaction CRMM_SEARCH

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(although connection check in IMG is okay), the problem might be a missing RFC destination for Search and Indexing Service.

3. Check the results of the diagnosis check and follow the descriptions if necessary.

If errors occur like: Remove/Modify [ Entry = 1 , Table name = CRMC_SAF_SE ] New entries required [ Entry = 1 , Table name = CRMC_SAF_SE ]

you can ignore the error and continue.

If you receive errors regarding any of the Processes with red traffic lights at sub-entry Check Default Customizing, double-click on this sub-entry and then choose button

Guide on the right-hand side.

Choose button Next to restore the settings and confirm the warning which occurs. This step does NOT reset the preceding configuration steps, so don’t worry about the warning.

3.6.8 Creating Knowledge Articles

UseYou can create knowledge articles to further enhance the knowledge base available to your service teams

The Knowledge Articles provided by the customer as an answer to the questionnaire need to be created.

PrerequisiteThe response of the customer with the data for the knowledge article was provided.

Procedure1. For the creation of the knowledge article log on with the user ic_man and password

welcome.

2. Access the activity using the following navigation option:

SAP CRM WebClient menu Knowledge Management Create: Knowledge Article

3. Select transaction type BP Knowledge Article.

4. Maintain the following entries as provided by the customer:

Field name Value

Description <customer’s answer to questionnaire>

Key Words <customer’s answer to questionnaire>

Problem Description <customer’s answer to questionnaire>

Solution Description <customer’s answer to questionnaire>

5. In the workspace Subject you can select a category for the knowledge article if asked for by the customer.

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6. In workspace Notes, you can add a problem and solution description. Place your cursor in the text field and enter a text. Change between the text types using the drop down list box.


ResultYou created a new knowledge article. It’s available in the search after the knowledge base index has been compiled.

3.6.9 Compiling Knowledge Articles

UseThe Knowledge Articles must be compiled in order to be able to search for solutions in the CRM WebClient.

Procedure1. For the compilation process log on with the user ic_man and password welcome.

2. Access the activity using the following navigation option:

SAP CRM WebClient menu Knowledge Management Create: SAF Compilation Administration

3. In field Filter By select the relevant filter Knowledge Search: Interaction Center WebClient and choose Refresh.

4. Select the entry with the Knowledge Base name KA from the list.

You have to create at least one Knowledge Article before the entry KA shows up in the list.

5. In the Actions field select the type of compilation for your selected Knowledge Base (first compilation = Compile Completely; Compile Changes Only, etc.) and choose Go.

6. The current status of the compilation process as well as the last compilation date is always displayed in the list for each Knowledge Base.

It is recommended to choose Compile Completely when the Knowledge Base is corrupted. Depending on the size of the database this may take a few minutes.

If the compilation process fails, click on the knowledge base name link to view the compilation log. The TREX server might have to be restarted – ask your system administrator.

The Compile Changes Only compiles new and changed records since the last compilation.

ResultThe compilation process is executed.

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3.7 Agent Inbox Settings

3.7.1 Defining Agent Inbox Status

UseInbox statuses have to be defined to be available in the inbox as search criteria.



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Inbox Search Definitions Define Inbox Status

2. Make sure only the following entries exist. Create the missing ones if required:

Sequence Status Description Not Compl.

2 2 In Process

3 3 Completed

4 4 Not Completed

13 13 Customer Action


ResultThe drop down list box for status selection in the inbox search contains entries relevant for the package only.

3.7.2 Mapping Agent Inbox Status

UseInbox statuses have to be mapped to the statuses of the service request and to the statuses of the Best Practice activities BP Task and BP Visit with Prod.



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Map Item Attributes to Inbox Attribute Map Element Status to Inbox Status


Mapping Inbox Status for Service Request



Item Type Inbox One Order Item

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Inbox Status In Process

Status Profile YBP_ST01

Object Status E0001

Not completed

4. Choose Enter.

5. Create another entry with the following values:



Inbox Status Completed


Object Status E0004

Not completed <empty>

6. Choose Enter.




Inbox Status Not Completed


Object Status E0001

Not completed

8. Choose Enter.

9. Create another entry with the values:



Inbox Status Customer Action


Object Status E0003

Not completed

10. Choose Enter.


Mapping Inbox Status for BP Task and BP Visit with Prod.:




Inbox Status In Process

Status Profile CRMACTIV

Object Status E0001

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Not completed

13. Choose Enter.




Inbox Status Completed


Object Status E0004

Not completed <empty>

15. Choose Enter.

16. Create another entry with the values:



Inbox Status Not Completed


Object Status E0001

Not completed

17. Choose Enter.




Inbox Status Customer Action


Object Status E0003

Not completed

19. Choose Enter.


ResultThe Inbox search can be run based on status and will return documents with according status values. The documents show with status information in the Account Factsheet.

3.7.3 Mapping Business Transactions

UseThis activity is relevant for the inbox search using the Assigned To and Account search criteria.

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SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Map Item Attributes to Inbox Attributes Map Business Transactions to Responsible Employees and Groups


3. Maintain the following entries:

Inbox Item Type Partner Procedure

Resp. empl.

Resp. Group

Contact Person

Sold-To Party

Inbox One order Item Y0000003 00000014 00000099 00000015 00000001

Inbox One order Item YIT00001 00000014 00000099 00000015 00000001

4. Save your changes.

ResultFor the inbox search, business transactions have been mapped with business partners.

3.7.4 Defining Communication Method Settings

UseIn this IMG activity, you define settings for the e-mail inbox communication method. The Category, Copy Subject, and Text ID fields are used when an interaction record is created based on an inbox work item. Some fields of the interaction record may be predefined based on these settings. For example, the work item Category may be copied into the Category field of the interaction record and the subject of the mail may be copied into the description field of the interaction record.

For the creation of letters you can choose between the internal and external editor.


Transaction code CRMC_IC_AUIGNCOM

SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Settings for Asynchronous Inbound Processing Define Communication Method Settings

2. Choose New Entries to add the following entry or change if existing:


Comm. Method LET

Category LET

Copy Subject

Rout. Rule <empty>

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Ext. Edit.


ResultYou defined the settings for communication methods. For the letter editing the usage of templates is defined via MS Word as the external editor.

3.7.5 Defining Element Categories for Searches

Use

Here you define the categories that specify which types of business objects can be selected with the Agent Inbox search facility.

PrerequisitesAll relevant transaction types (being used as Main Category) have been created.

With the activation of building block C31 CRM Activity Management, transaction types Y020 and Y030 were created. If you didn't activate this building block, because you don't run scenario Activity Management within your solution scope, just maintain those entries, which do not contain transaction types Y020 and Y030.



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Inbox Search Definitions Define Element Categories for Searches

2. Choose New Entries and create the following new item categories for searches one after another:

Item Type Main Category Desription Icon (example)

Inbox One Order Item Y020 BP Visit @9Y@

Inbox One Order Item Y030 BP Task @9Y@

Inbox One Order Item YSVR Service Request @9Z@

3. Save your changes.


5. For the following standard entry you need to ensure, that the description text has been maintained for all relevant languages:

Item Type Main Category Desription Icon (example)

Inbox Workitem INT E-Mail @1S@

6. Highlight this standard category and choose Goto Translation.

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7. Select the relevant language(s) and maintain the translation for term E-Mail.

ResultNew item categories for searches have been created.

3.7.6 Defining Quick Searches

Use

With this activity you define the quick searches you would like to provide to the agents to avoid manual selection of search criteria in the agent inbox.

PrerequisitesAll relevant transaction types have been created.

With the activation of building block C31 CRM Activity Management, transaction type Y030 was created. If you didn't activate this building block, because you don't run scenario Activity Management within your solution scope, just maintain those entries, which do not contain transaction type Y030.


Transaction code CRMC_IC_AUI_QUICKS

SAP Menu SAP Menu Interaction Center Interaction Center WebClient Administration Agent Inbox Define Quick Searches

2. Choose New Entries and enter the following entries:

Field name Value

Quick Search YBP1

Description My open Requests (EN)Meine offenen Anfragen (DE)

Main Category YSVR

Assigned To Me

Status 4

Sorted by Priority

Sorted by Category

3. Create another entry:

Field name Value

Quick Search YBP2

Description Open Requests of my Team (EN)Offene Anfragen meiner Teams (DE)

Main Category YSVR

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Assigned To My Groups

Status 4

Sorted by Priority

Sorted by Category


Field name Value

Quick Search YBP3

Description Open E-Mails of my Team today (EN)Offene Team-E-Mails heute (DE)

Main Category INT

Assigned To My Groups

Status 4

Time Period 9999

Sorted by Description


Field name Value

Quick Search YBP4

Description My open tasks (EN)Meine offenen Aufgaben (DE)

Main Category Y030

Assigned To Me

Status 4

Sorted by Due Date


ResultYou have defined quick searches.

3.7.7 Maintaining Agent Inbox Profile

Use

With this activity you define the inbox profile that determines which entries are displayed in the drop down list boxes of the Inbox Search.

PrerequisitesYou have defined your item categories for searches. You have defined quick searches.

All relevant transaction types (being used as Main Category) have been created.

With the activation of building block C31 CRM Activity Management, transaction types Y020 and Y030 were created.

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If you didn't activate this building block, because you don't run scenario Activity Management within your solution scope, just maintain those entries, which do not contain transaction types or rather maint categories Y020 and Y030.



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Define Inbox Profiles

2. Highlight inbox profile YBP_INBOX and open view Assign Main Categories with double-click.


Main Category Description Sort

Y020 BP Visit 6

Y030 BP Task 7

YSVR Service Request 8


5. Open view Assign Quick Searches with double-click.


Quick Description Sort

YBP1 My Tickets 10

YBP2 Tickets of my Team 20

YBP3 Open E-Mails of my Team today 30

YBP4 My open tasks 40


ResultYou have changed the new agent inbox profile YBP_INBOX.

3.7.8 Forwarding

3.7.8.1 Defining Recipient Profile

Use

With this activity you define the recipients to which documents can be forwarded to in the agent inbox. The values defined will be available in a drop down.

PrerequisitesThe organizational model is set up and business partners are created for the organizational units.

The customer has provided the recipient list as an answer to the questionnaire.

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Transaction code CRMC_IC_AUI_FWD

SAP CRM Menu SAP Menu Interaction Center Interaction Center WebClient Administration Agent Inbox Forwarding Define Recipient Profile for Forwarding


Field name Value

Forward To YBP_01

Receiving BP Select the proper BP number

Description <free description>


3.7.8.2 Assigning Recipient Profile1. Access the activity using one of the following navigation options:

Transaction code CRMC_IC_AUI_PRO_FWD

SAP CRM Menu SAP Menu Interaction Center Interaction Center WebClient Administration Agent Inbox Forwarding Assign Recipient Profile for Forwarding To Inbox Profile


Field name Value

AI Profile YBP_INBOX

Forward To YBP_01

Description <taken automatically from the definition>

Sort 10


ResultYou have defined recipients for forwarding documents. They are available to the interaction center agent in a drop down as they are linked to the already assigned profile “YX_INBOX”.

3.7.9 Creating E-Mail Templates

UseThe purpose of this part is to describe the way to create E-Mail Templates. These Templates are used by the agents to provide standardized answers.

PrerequisitesThe customer has provided the template texts as an answer to the questionnaire. This would then be set up in the system following the steps described below.

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You are logged on to the CRM WebClient with user IC_MAN and password welcome or initial at first logon.


SAP CRM WebClient menu Knowledge Management Mail Forms

3. Choose New.



ID <as fitting> (e.g., YBP_COMPLAINT)

Description <as provided by the customer> (e.g., Email Complaint)

Attribute Context ERMS

Subject <as provided by the customer>

Mail text <as provided by the customer>

Using the “Attribute” button you can insert values like the contact’s name into the text of the mail.

5. Choose “Save and Back” to save the new e-mail template.

6. Choose New again.



ID YBP_TRACKING_ID

Description BP Tracking ID

Attribute Context ERMS

Subject <as provided by the customer>

Mail text <as provided by the customer>

8. Choose “Save and Back” to save the new e-mail template.

ResultTwo new templates have been created.

3.8 IC Business Role Profiles

UseThe purpose of this activity is to customize the Interaction Center (IC) Business Role profiles. It determines the layout of the agent desktop application, including which components, functions, and transactions are available. Each component or function has its own profile, for example e-mail. The IC business role profile is a collection of all these individual profiles.

Integration:

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An IC business role profile can be assigned to an organizational unit or position in an organizational structure. It is possible to assign more than one IC business role profile to one user or agent. Logical inheritance carries the IC business role profile to the lower-level nodes in the structure, unless they contain their own IC business role profile

Grouping agents, for example by skills, role, or work area, and specifying profiles for IC business roles accordingly saves time on data maintenance by avoiding to assign an IC business role profile to each user. An agent can be assigned to multiple profiles. In this case, the agent has to select one of these to start the Interaction Center.

For information on how the IC business role profiles were defined, refer to the items in the substructure.

3.8.1 Defining Account Identification Profile

UseThe purpose of this activity is to define a profile for identifying accounts in the Interaction Center WebClient. You can also set default values that the system uses when agents create new accounts or contact persons.


Transaction code CRMC_IC_BPPROF

SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Master Data Define Account Identification Profiles

2. To create a new account identification profile, mark B2B and choose Copy As… .


When creating new data manually (not using the BC Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE).


Acct ID Profile YBPMIX

Description BP Mixed Scenario

Account Identification Profile

Scenario MIX

Account Creation

Partner Category. Person

Grouping –Y5 - CRM Customer

Default Role CRM006

B2B Scenario Only

Role BUP001

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4. Choose Enter.

5. On the Specify object to be copied screen, choose copy all and confirm the following information messages.


7. Choose Back.

8. On view Object Components delete all entries.

ResultA new account identification profile has been created.

3.8.2 Defining Interaction History Profile

Procedure1. Access the activity using the following navigation options in order to make settings for

documents displayed in the history view:


SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Master Data Define Interaction History Profiles

2. To create a new profile, highlight standard profile DEFAULT and choose Copy As…


Profile ID Description

YBP_HISTORY BP Interaction History

4. Press Enter.

5. In the following dialog box choose copy only the entry and confirm the information message.

6. Highlight the new profile and open view Transaction Type with double-click.

7. Add YSVR and Y110 as transaction types.


ResultThe package relevant document types are available on the account identification screen.

3.8.3 Maintaining Business Transaction Profile

Use

You use this customizing activity to define profiles for the business transactions used in the Interaction Center WebClient. You can use a business transaction profile to define which transaction types can be used to create business transactions.

Prerequisites

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The required transaction types are maintained.



SAP CRM IMG menu Customer Interaction Center Interaction Center WebClient Business Transaction Define Business Transaction Profiles

2. Select entry YBP_IC_TR.

3. Select view Dependent Business Transactions.

4. Choose New Entries and maintain the following values:

Transaction type Type Auto. Dialog Box

YSVR Service

YKNA <no selection>

5. Choose Enter.

6. Choose Save.

ResultA new business transaction profile has been created.

3.8.4 Assigning Partner Functions to Business Transactions

Use

The purpose of this activity is to define in which partner functions the identified customer, or if necessary the contact person and the Interaction Center Agent should be used in the business transaction.

PrerequisitesThe required transaction types have been created.



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Business Transactions Assign Partner Functions to Business Transactions


3. Enter the following settings:

Trans.Type Customer Partner Function

Contact Partner Function

Agent Partner Function

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YSVR (BP Service Request)

00000001 Sold-to Party

00000015 Contact Person

00000014 Employee Responsible

4. Save your entries and select a customizing request if required.

3.8.5 Defining Toolbar Profile

Use

The purpose of this activity is to define the buttons which are available to the agent when logged on to the system.



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Basic Functions Communication Channels Define Toolbar Profiles

2. Highlight the toolbar profile DEFAULT and choose Copy As...



Profile ID YBP_EMAIL_PROFILE

Description BP Profile with E-Mail buttons

4. Unflag all except for E-Mail Buttons.

5. Press Enter.

6. In the following dialog box choose copy all and confirm the information message.


8. Highlight the new profile and open view E-Mail Layout Buttons with double-click.

9. Delete buttons except for End.


ResultA lean toolbar was defined removing buttons not required for this scenario.

3.8.6 Defining Standard Response Group

Use

You use this customizing activity to define a standard response group with templates which can be used by agents when sending e-mails.

PrerequisitesThe mail templates have been defined (see chapter Creating E-Mail Templates).

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SAP CRM IMG menu Customer Relationship Management Interaction Center Webclient Basic Functions Communication Channels Define Standard Response Groups



Std Response Group Form Name

YBP_RESP_GRP YBP_COMPLAINT

4. Choose Save.

ResultA new standard response group YBP_RESP_GRP has been created to be assigned to to the proper e-mail profile. The responses appear in a dropdown box in the e-mail screen of the interaction center agent.

3.8.7 Maintaining E-Mail Profile

Use

The purpose of this activity is to define the email profile for sending out emails.

PrerequisitesThe email configuration using SAPconnect has been technically set up.Ask your system administrator for details.

E-mail profile YBP_EMAIL_SRV has been created (see building block configuration guide C78 CRM Interaction Center for details).



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Basic Functions Communication Channels Define E-Mail Profiles

2. Highlight the profile YBP_EMAIL_SRV and choose Details.



Std Response Group YBP_RESP_GRP

Tracking Text Form YBP_TRACKING_ID

Tracking Text on Reply


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3.8.8 Defining Knowledge Search Profile

Use

The purpose of this activity is to define the knowledge search profile which defines which knowledge bases to search in.



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Basic Functions Define Knowledge Search Profiles

2. Highlight the profile DEFAULT and choose Copy As…

3. Enter a new name YBP_KNA and a description and press Enter.

4. Highlight the profile YBP_KNA and double-click on Assign SAF Application.

5. Highlight the entry ICWEBCLIENT and double-click on Assign Knowledge Bases.

6. Click on New Entries and add the entry KA to the list Assign Knowledge Bases. Press Enter.

7. Click on Save.

3.8.9 Defining Context Area Profile

Use

The purpose of this activity is to define the context area profile that you then assign to the business role.



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Basic Functions Define Context Area Profile

2. In order to create a new context area profile, highlight the profile Default and choose Copy As...



Profile ID YBP_Default

Description BP IC Context Area Profile

4. Press Enter.

5. On screen Specify object to be copied choose Copy all.

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7. Mark the new context area profile and click on Assign Context Area Component (please see dialog structure on the left side).

8. Highlight the component block USAGEWORKMODES.

9. Choose Delete.


ResultA new context area profile has been created without a work mode selector.

3.9 Business Roles for IC

UseThe purpose of this activity is to customize the Interaction Center (IC) Business Role. It determines the layout of the agent desktop application, including which components, functions, and transactions are available. Each component or function has its own profile, for example e-mail. The IC business role profile is a collection of all these individual profiles.

Integration:

An IC business role profile can be assigned to an organizational unit or position in an organizational structure. It is possible to assign more than one IC business role profile to one user or agent. Logical inheritance carries the IC business role profile to the lower-level nodes in the structure, unless they contain their own IC business role profile

Grouping agents, for example by skills, role, or work area, and specifying IC business roles accordingly saves time on data maintenance by avoiding to assign an IC business role to each user. An agent can be assigned to multiple roles. In this case, the agent has to select one of these to start the Interaction Center.

3.9.1 Maintaining Navigation Bar Profile

Use

With this step you define new navigation bar profiles for the inquiry scenarios and new navigation bar entries which you assign to the new navigation bar profiles.

Procedure1. Access the activity using the following navigation options in order to enable the required

features in the Interaction Center:


SAP CRM IMG menu Customer Relationship Management UI Framework Technical Role Definition Define Navigation Bar Profile

2. Navigate to Define Logical Links.

3. Mark entry IC_UIU_SRQ and click on Copy As…

4. Enter YBP_IC_SRQ as Logical Link ID and CRM_SRQM_INCIDENT:YSVR as parameter and press Enter.

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5. Navigate to view Define Work Center.


7. Mark entry IC_UIU_SRQ and click on Copy As…

8. Enter YBP_IC_SRQ as Work Center ID and YBP_IC_SRQ as Logical Link ID and press Enter.

9. Create a new entry YBP-SRQ-SR with following values

Field name Value

Logical Link ID SRV-SRQ-SR

Title Service Requests

Description Search Service Requests


Navigation Bar for IC Agent (YBP_IC_AGENT_U)

11. Navigate to view Define Profile and highlight the standard navigation bar profile IC_AGENT_U.

12. Copy the profile to YBP_IC_AGENT_U - BP Interaction Center Agent Navigation Bar with all dependent entries.

13. Choose view Assign Work Centers with double-click.

14. Delete entry IC_UIU_SRQ.

15. Click on New Entries.

16. Enter Work Center ID YBP_IC_SRQ and position 62 and press Enter.

17. Click on Back (F3).

18. Rearrange order of entries

Work Center ID Position

IC_LETTER 215

IC_UIU_SRQ 63

19. Double-click on Override Generic OP Mapping for Component.

20. Make the following entry:

Field name Value

Component Name ICCMP_INBOX

Object Type CRM_SRQM_INCIDENT

Obj.Action B Display

Use Target ID

Target ID IC_SVT


Navigation Bar for IC Manager (YBP-IC-MGR)

22. Navigate to view Define Profile and highlight the standard navigation bar profile IC-MGR.

23. Copy the profile to YBP-IC-MGR with all dependent entries skipping errorneous entries.

24. Maintain the following entries for profile YBP-IC-MGR:

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Field name Value

Description BP Interaction Center Manager

Link ID IC-MGRKM

25. Press Enter


27. Add following entry

Work Center ID Position

YBP-SRQ-SR 90


ResultThe order of navigation bar entries has been rearranged.

3.9.2 Maintaining Business Roles

UseThe purpose of this activity is to define which functions are included in the agent’s and manager’s roles.


Transaction code CRMC_UI_PROFILE

SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Define Business Roles

Business Role for IC Agent Service (BP_ICA_SRV)

2. Highlight role BP_ICA_SRV.

3. Choose Details.

4. Maintain the following entries for YBP_ICA_SRV

Field name Value

Nav Bar Profile YBP_IC_AGENT_U

5. Press Enter

6. Navigate to view Assign Function Profiles.

7. Maintain / change the following profile assignments (and keep the others unchanged):

Business Role BP_ICA_SRV

Function Profile Profile Value

BPIDENT YBPMIX

EMAIL YBP_EMAIL_SRV

INTERACTION_HISTORY YBP_HISTORY

IOBJECT DEFAULT_0404

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Business Role BP_ICA_SRV

Function Profile Profile Value

KNOWLEDGESEARCH YBP_KNA

WBAR YBP_EMAIL_PROFILE


9. Navigate to view Adjust Work Centers.

10. Check if the following work centers are defined as active (the others can be set as inactive):

Field name Entry

Active work centers IC_AFS - Account Fact SheetIC_BPIDENT - Account IdentificationIC_BT_INR - Interaction RecordIC_UIU_SRQ - Service RequestIC_EMAIL - E-MailIC_LETTER - LetterIC_INBOX - Inbox KNOW_ART - Knowledge Article

11. Define work center IC_BT_SVO as inactive.


Business Role for IC Manager (BP_IC_MAN)

13. Highlight role BP_IC_MAN.

14. Maintain the following entries for BP_IC_MAN

Field name Value

Nav Bar Profile YBP-IC-MGR

PFCG Role BP_IC_MANAGER

15. Press Enter


17. Check if the following work centers are defined as active (the others can be set as inactive):

Field name Entry

Active work centers IC-MGRKM - Knowledge ManagementIC-MGRPM - Process ModelingYBP-SRQ-SR – Service Requests

18. Navigate to view Adjust Work Center Group Links.

19. Check if the following logical links are defined as visible:

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Field name Flagged for

Visible In Work Center IC-MGRKM:Categorization SchemaSAF Compilation AdministrationKnowledge ArticleMail FormCategorization SchemasDocument TemplatesKnowledge ArticlesMail Forms

In Work Center IC-MGRPM:Rule PolicyRule Policies AlertAlerts


Result

The IC business roles have been maintained for their use in the Service Interaction Center scenario.

3.9.3 Defining Central Search




SAP CRM IMG menu Customer Relationship Management UI Framework Technical Role Definition Define Central Search

2. Of navigation bar profile IC-MGR, highlight both entries with object type ALERT and MC_SCHEMA.

3. Copy these entries for navigation bar profile YBP-IC-MGR.


ResultThe two objects CRM Alert Modeler and Categorization Schemas are available in the central search of the IC Manger.

3.9.4 Adjust Account Fact Sheet

UseThe purpose of this activity is to define a customer fact sheet for the objects relevant in the IC WebClient scenarios.

Procedure

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Transaction code BSP_WD_CMPWB

2. Open component BSP_DLC_FS.

3. Select view BSP_DLC_FS/factsheet.

4. Go to tab Configuration.

5. Create a fact sheet configuration for role configuration key BP_ICA_SRV.

6. Click next.

7. In step 2 select the page type Tiles and tile layout 2_X_2.

8. Click next.

9. In step 3 assign the view Generic History View to all four tiles.

10. In block Assigned Fact Sheet Views change the title of the views to “Service Request History”, “E-Mail history”, “Visit History” and “Task History”.


12. Go back.

13. Open component ICCMP_AFS_HIS.

14. Select view ICCMP_AFS_HIS/AFSGenericHistoryView.

15. Go to tab Configuration.

16. Create a new configuration

Field name Value

Role Key BP_ICA_SRV

Component Usage ICCMP_AFS_HIS0001

Object Type <DEFAULT>

Object Subtype <DEFAULT>

17. Click on Attributes.

18. Change the attribute MAINCATEGORY to value YSVR.

19. Go back.

20. In the Displayed Fields area enter following column width values

Column Title Column Width

Description 32%

Due Date 17%

Status 17%

Date Received 17%

Priority 17%



Field name Value

Role Key BP_ICA_SRV


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24. Change the attribute MAINCATEGORY to value INT.

25. Go back.



Description 32%

Due Date 17%

Status 17%

Date Received 17%

Priority 17%



Field name Value

Role Key BP_ICA_SRV





30. Change the attribute MAINCATEGORY to value Y020.

31. Go back.



Description 32%

Due Date 17%

Status 17%

Date Received 17%

Priority 17%



Field name Value

Role Key BP_ICA_SRV





36. Change the attribute MAINCATEGORY to value Y030.

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37. Go back.



Description 32%

Due Date 17%

Status 17%

Date Received 17%

Priority 17%


ResultA fact sheet with four tiles showing the key documents of the Service Interaction Center scenario to the agent has been defined.

3.9.5 Assign Account Fact Sheet to User

UseThe purpose of this activity is to add the new Account Fact Sheet to the Navigation Bar for the IC Agent Service.




SAP CRM IMG menu Customer Relationship Management UI Framework Technical Role Definition Define Navigation Bar Profile

30. Navigate to view Define Logical Link.

31. Create a new entry YIC_AFS_2 with following values

Field name Value

Logical Link ID YIC_AFS_2

Type Work Center

Target ID BSP-DLC-FS

Parameter ICCMP_AFS

Parameter Class CL_CRM_UI_FS_NAVBAR_PARAM

Title Account Fact Sheet

Description Account Fact Sheet


33. Navigate to view Define Work Center and create the entry YBP_FS_ACT with following values

Field name Value

© SAP AG of 82


Work Center ID YBP_FS_ACT

Logical Link ID YIC_AFS_2

Title Account Fact Sheet

Description Account Fact Sheet

34. Save your entry.

35. Navigate to view Define Profile and highlight the navigation bar profile YBP_IC_AGENT_U.


37. Add the entry YBP_FS_ACT with position 11.


Result

The new Account Fact Sheet was added to the navigation bar.

3.9.6 Make Account Fact Sheet visible

UseThe purpose of this activity is to make the new Customer Fact Sheet visible on the User Interface for the IC Agent Service.


Transaction code CRMC_UI_PROFILE

SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Define Business Roles

22. Highlight role BP_ICA_SRV.


24. Set Work Center IC_AFS to inactive and YBP_FS_ACT to active.


Result

The new Account Fact Sheet is now visible on the User Interface for the IC Agent Service.

3.10 Job Planning

3.10.1 Defining Report Variant for SLA Escalation

Use

To trigger the service request escalation a report has to be started. In order to define a background job for this report a report variant has to be created.

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Transaction Code SE38

SAP CRM Menu SAP menu Architecture and Technology ABAP Workbench Development User Interface ABAP Editor

2. Enter RSPPFPROCESS as Program.

3. Choose Variants.


Field name Value

Variant YBP_SLA

5. Choose Create.


Field name Value


7. Choose Attributes.


Field name Value

Meaning Trigger Service Request Escala

9. Choose Save

10. Choose Back.

Result

By starting the report RSPPFPROCESS with the variant, the escalation is triggered for all due service requests.

3.10.2 Setting Up Background Job for SLA Escalation

Use

A background job for the report RSPPFPROCESS has to be defined.


Transaction Code SM36

SAP CRM Menu Bar System Services Jobs Define Jobs


Field name Value

Job Name SLA_ESCALATION

3. Hit Enter.

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4. Choose ABAP Program.


Field name Value

Name RSPPFPROCESS

Variant YBP_SLA

6. Choose Save.

7. Choose Back.

8. Choose Start condition.

9. Choose Date/Time.

10. Select Periodic Job.

11. Choose Period Values.

12. Select Hourly as period value.

13. Choose Save.

14. Enter Date and Time for the first Scheduled Start.

15. Choose Save.

Result

The action to inform employees about due service request is triggered automatically by the system.

3.10.3 Setting Up Background Job for E-Mails

Use

A background job for the report RSCONN01 to send e-mails has to be defined.

Procedure1. Log on to the CRM SAPGUI with the user POWER_USER.


Transaction Code SM36

SAP CRM Menu Bar System Services Jobs Define Jobs


Field name Value

Job Name EMAIL_SEND_<client>

4. Hit Enter.

5. Choose ABAP Program.


Field name Value

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Name RSCONN01

Variant SAP&CONNECTALL

7. Choose Save.

8. Choose Back.

9. Choose Start condition.

10. Choose Date/Time.

11. Select Periodic Job.

12. Choose Period Values.

13. Select Other as period value.

14. Enter 5 minutes as period.

15. Choose Save.

16. Enter Date and Time for the first Scheduled Start.

17. Choose Save.

Result

Queued e-mails are sent out automatically by the system.

© SAP AG of 82