week 2 day 1 post processing framework
TRANSCRIPT
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-132
Module Objectives
At the completion of this module you should be able to:
Describe action processing
Configure actions
Run action monitor
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-133
[Actions]: Agenda
Business Scenario
Intoduction
Examples of actions
Process flow
CRM components that use actions Features of Actions
Post Processing framework
Process Flow
Processing/Planning/Starting/Monitoring actions
Schedule and Start conditions
Action Processing types
Action Monitor
SAP Business Workflow
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-134
Business Scenario
You want to configure your business transactions such that under predefined
cases, there are automatic follow on activities that happen. This could be in
the form of a follow0up action or issuing forms, sending emails etc.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-135
Introduction
You can schedule and start predefined processes with theActions component
by means of user-definable conditions from transaction documents and
marketing objects.
You can tailor the type and time of actions to the requirements of yourcustomers and the processes in your company. This component thereby
offers you the possibility to adjust your service and sales and distribution
management and your campaign management even more closely to customer
needs, and simultaneously, to automate them.
TheActions component also provides the technique of controlling output. It
thereby replaces Output Determination of the SAP R/3 System.
Actions in CRM use the Basis Post Processing Framework(PPF) component
as the uniform interface for different processing methods.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-136
Examples of Actions
Revising Quotations :Two weeks after a quotation has been created, the systemgenerates an activity for the responsible sales employee so that he/ she calls to remindthe customer of the quotation and to answer any questions which may have arisen.
Quotation for a new contract: Four weeks before a contract expires, or, when 80% ofthe value of a value contract has been reached, the customer automatically receives aquotation for a new contract with the same conditions as for the current product.
Cancellation Notification :The sales manager is automatically notified by email if acontract with a value of 1 million Euro or more is cancelled.
Credit Memos: Credit memos are automatically created, and, without checking, forcomplaints with a value of less than 10 Euro.
Escalation Management: A customer with a maintenance contract is called backaccording to the reaction times agreed upon, when he sends a problem message.
Marketing Planner: You can send a reminder or information e-mail to all stakeholders(business partners) involved in the marketing project and assigned to the specificpartner function category.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-137
Features of Actions
With actions you can
create follow-up documents automatically
execute changes in the document or marketing object currently being processed,
output in print, by faxing or email
The system processes the actions automatically. You can however alsoschedule and start actions manually.
You can use the attributes of the transaction type used in the business objectas conditions.
You can create time-dependent conditions using the dates and date rulesfrom the appropriate date profile.
You can also define partner-dependent actions, for example, to send areminder e-mail to the employee responsible.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-138
The Post Processing Framework - PPF
The Post Processing Framework (PPF) is an SAP basic technology that is used in CRMfor the scheduling and processing of actions and outputs with an application document.
The PPF provides the following functions:
Technology for determination of actions and messages
Technology for merging actions found
Media for processing actions
User interface for the Customizing of action templates including determination and mergetechnologies and also processing media
User interface for the Customizing of conditions, incase the determination using conditions isused
Actions are displayed in CRM together with the application documents that supportactions. By using the tab pageActions in an application document, you can display alist, which contains the actions that were scheduled for the application document.
You can display the determination log for an action in the list. You can also display theprocessing log for a processed action.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-139
Process flow of action in transaction
Transaction type Item category
Action Profile
Action
Schedule
condition
Schedule
automatically
Processing timeImmediately
When saving
Selection report
Processing MediumSmart form
Workflow
methods
Start condition
Action list
F4(manually)
Toolbar
(manually)
inactive
activeYes
Fulfilled
No
Fulfilled
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1310
Processing of Actions
The processing of actions can be structured in three segments:
Planning Actions
Starting Actions
Monitoring Actions
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1311
Planning Actions
The system uses the action profile assigned to the transaction type to check
which actions are possible for the transaction. The system checks if the
schedule conditions are fulfilled, and for which actions.
The following takes place when the schedule conditions are fulfilled: The system enters actions with the indicatorSchedule Automaticallyinto the action
list in the transaction document or marketing object. They are active.
You can manually add (schedule) other actions from the profile. They appear in
the input help in the action list. They are inactive.
You can schedule actions with the indicatorDisplay in Toolbarusing theapplication toolbar of the document. They are also inactive.
It is only possible to start scheduled actions.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1312
Starting Actions
When the start conditions are fulfilled, or if no start conditions have beendefined, the system triggers the action at the processing time defined inCustomizing.
The following possibilities are available for starting:
starting automatically -The system triggers the action automatically when the startcondition for a scheduled action is fulfilled.
starting manually via the action list: You have to have selected the indicatorExecute in Dialogin the action definition for this function.
starting manually via the application toolbar for sales transactions, and via theObject Services toolbar for marketing objects
When starting the action the system uses the processing medium (method orSmart Form or workflow) preset in Customizing.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1313
Monitoring Actions
On theActions tab page in the transaction document, you can continually
monitor which actions are planned or have already been started and
executed.
You can change condition and processing parameters for start conditions inthe action list for actions which have been flagged in Customizing as
Changeable in Dialog .
You can monitor and start actions of several transaction documents or
marketing objects using the action monitor.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1314
Processing Time
The processing of an action can take place at different times.
You can define when the started action should be processed, that means
when the system should actually execute this action, for example, when the
system should create a follow-on document or print output. The following possibilities are available in CRM for the time an action is
processed:
Immediate processing- the action is started as soon as the start condition is
fulfilled.
Processing when saving the document. - the action is started when the documentis saved.
Processing using the Selection Report (Action Monitor) the action is started after
the execution of a selection report, if the start condition has been fulfilled.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1315
Conditions for Scheduling and Starting Actions
In CRM, you can make the schedule and start of actions depend on
conditions. Actions can only be scheduled when the schedule condition has
been fulfilled and started, and when the start condition has been fulfilled.
Transactiontype
Attribute from
Business Object
Repository
Attribute fromDate profile
Opportunity
Activity
Quotation
Net value/Phase
Contact person
Probability
Date: Phase start
Duration: Phase duration
Date: Planned date
Date: Valid to
Rule: Valid from + 2 weeks
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1316
Determining Conditions
You have two possibilities when creating action definitions:
You use the wizard underBasic FunctionsActions Create Actions with
Wizard
You use the basic transaction underBasic FunctionsActions ChangeActions and Conditions Define Action Profile and Actions.
Calling condition definitions
Select Basic Functions Actions Change Actions and Conditions Define
Conditions in Customizing forCustomer Relationship ManagementorBasic
Functions ActionsActions in Marketing Planner Change Actions and
Conditions Define Conditions
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1317
Different Action Processing Types
The system uses different processing types of the PPF during processing. There arevarious processing types for actions:
Methods (Business Add-Ins)
This is suitable for simpler processes, such as follow-up documents or creating positions, for
example calling a customer when you have received a cancellation. Templates are delivered for defining methods. You can use these to create as many follow-up
transactions as your require, and to define your own methods.
The copy control is used when processing methods.
SAP Business Workflow
This is suitable for more complex processes, for example, a follow-up document that includes
an approval process.
Smart Forms
Use this for printing, faxing or emailing documents. There is further information on outputdetermination in CRM under output determination.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1318
Smart Forms
SAP Smart Forms provide a graphical user interface that helps you create
and maintain the layout and the form logic of a form: the SAP Form Builder.
You dont require any programming or scripting knowledge.
When creating a form, you must: Retrieve the application data
Describe your form
Pass the application data to the form
When you request a printout of a form, the application program obtains the
relevant data to be used and prints it on the form.
Data retrieval and form logic are separated from one another.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1319
Action Monitor
You can monitor and trigger the processing of actions for several documents and marketingobjects using the action monitor.
If you regularly schedule the program as a background job, the system can automatically
start certain actions, whose start conditions have been fulfilled, at a particular time.
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IBM Global Business Services
Copyright IBM Corporation 2009Presentation Title | IBM Internal Use | Document ID | 22-Aug-1320
SAP Business Workflow
You use SAPBusiness Workflow(WebFlow Engine) to define business
processes that are not yet mapped in the SAP System.
Business Workflow is particularly suitable for situations in which work
processes have to be run through repeatedly, or situations in which thebusiness process requires the involvement of a large number of agents in a
specific sequence
Business Workflow uses the existing transactions and functions of the SAP
System and does not change the functions.
You can combine the existing functions of the SAP System to form newbusiness processes with Business Workflow