BB Cross Topic Functions

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SAP Best PracticesCRM Cross-Topic Functions (B08): Configuration Guide

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SAP Best PracticesCRM Cross-Topic Functions (B08): Configuration Guide

Contents

1Purpose

2Preparation

2.1Prerequisites

3Configuration

3.1Basic Data - Translation Check

3.1.1Checking Country Descriptions (CRM + ERP)

3.1.2Checking Units of Measurement (CRM + ERP)

3.1.3Checking Department Descriptions

3.1.4Checking Function Descriptions

3.2SAP Business Workflow

3.2.1Creating User WF-BATCH for Workflow

3.2.2Maintaining Profile for User WF-BATCH

3.2.3Generating Authorization Profiles for User WF-BATCH

3.2.4Assigning Authorization Role to User WF-BATCH

3.2.5Defining Basic Settings for Workflow

3.2.6Activating Additional Workflows in the CRM WebClient (Optional)

3.3Alerts

3.3.1Central Alert Server

3.4Account Fact Sheet

3.4.1Defining RFC Connection for Account Fact Sheet

3.4.2Maintaining Fact Sheet

3.4.3Assigning Fact Sheet to Work Center

3.4.4Print Version

3.4.5HTML Version

4Pre-Assembled Deployment

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SAP Best PracticesCRM Cross-Topic Functions (B08): Configuration Guide

CRM Cross-Topic Functions: Configuration Guide

1Purpose

The building block CRM Cross-Topic Functions contains the steps to implement SAP Business Workflow, Alerts and the Customer Fact Sheetas an optional enhancement for the Best Practices scenarios.

2Preparation

2.1Prerequisites

Before starting with the installation of this building block, please see the document Quick Guide to Implementing SAP Best Practices for CRM.

3Configuration

3.1Basic Data - Translation Check

3.1.1Checking Country Descriptions (CRM + ERP)

Use

With this activity, you check if the descriptions of all relevant countries have been translated into your relevant language(s).
If the CRM system is integrated with an ERP system, this step needs to be done in both integrated clients.

Procedure

1.Access the activity using the following navigation options:

2.Highlight a relevant country.

3.From the menu choose GotoTranslation.

4.If necessary, maintain missing description translations for all countries being relevant for your implementation.

5.Save your entries.

Result

You have checked the descriptions of all relevant countries.

3.1.2Checking Units of Measurement(CRM + ERP)

Use

With this activity, you check if the units of measurement have been defined for each relevant language.
If the CRM system is integrated with an ERP system, this step needs to be done in both integrated clients.

Procedure

1.Log on to the CRM client with the language, which is relevant for your project.

2.Access the activity using the following navigation options:

3.In the selection field, select dimensionAAAADL (no dimensions) and choose button Units of measurement.

4.Ensure that at least units LE and ST have also been maintained for your language according commercial and technical abbreviation and text.

5.Save your entries and choose Back.

6.In the selection field, select dimension TIMETimeand choose button Units of measurement

7.Ensure that at least units H and STD have been maintained also for your language according commercial and technical abbreviation and text.

8.Save your entries.

Result

You have checked the unit of measurement for each relevant language.

3.1.3Checking DepartmentDescriptions

Use

With this activity, you check if the department descriptions for contact persons have been translated for your relevant language.

Procedure

1.Access the activity using the following navigation options:

2.Highlight the first department.

3.From the menu choose GotoTranslation.

4.If necessary, maintain missing relevantdepartment translation being relevant for your implementation.

5.Save your entries.

Result

You have checked the translation of the department descriptions.

3.1.4Checking Function Descriptions

Use

With this activity, you check if the function descriptions for contact persons have been translated for your relevant language.

Procedure

1.Access the activity using the following navigation options:

2.Highlight the first function.

3.From the menu choose GotoTranslation.

4.If necessary, maintain missing relevant function translation being relevant for your implementation.

5.Save your entries.

Result

You have checked the function descriptions.

3.2SAP Business Workflow

3.2.1Creating User WF-BATCH for Workflow

Use

A system user WF-BATCH is required for a new RFC destination used by the workflow.

Procedure

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

1. In the User field, enter WF-BATCH.
2. Choose Create(F8).
3. Enter the following data:

1. Save your entries.

Result

The system user WF-BATCHhas been created with the (initial) password WELCOME.

3.2.2Maintaining Profile for User WF-BATCH

Use

Assignment of proper authorization profile to system user WF-BATCH.

Procedure

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

2.In the User field, enter WF-BATCH.

3.Choose Change.

4.Enter the following data:

5.Save your entries.

After the profile assignment as per SAP Note 1574002, make sure the profiles SAP_WF_ALL and SAP_WF_PRC_ALL are also assigned to user WF-BATCH.

See also SAP Note 338537 for additional guidelines.

Result

An authorization profilehas been assigned to the system user WF-BATCH.

3.2.3Generating Authorization Profiles for User WF-BATCH

Procedure

1. Access the activity using the following navigation options:

1. In field Role enter role IDZ_BC_BMT_WFM_SERV_USER and choose Change.
2. On tab Authorizations choose button Change Authorization Data.
3. Insert new authorization objectS_DATASET:
   From the menu choose EditInsert authorization(s)Manual input.
   In dialog box Manual selection of authorizations enter authorization object S_DATASET and choose Continue.
4. Maintain values for new authorization object S_DATASET:
   Choose button Find in order to search for the new authorization object.
   Enter the following values and save each entry for the new authorization object:

1. Insert new authorization objectS_BTCH_ADM:
   From the menu choose EditInsert authorization(s)Manual input.
   In dialog box Manual selection of authorizations enter authorization object S_BTCH_ADM and choose Continue.
2. Maintain values for new authorization object S_BTCH_ADM:
   Choose button Find in order to search for the new authorization object.
   Enter the following values and save each entry for the new authorization object:

1. Choose Save and confirm the default profile name.
2. Choose button Generate, and in dialog box Generate profile choose Generate.
3. Choose Back (F3) twice.

Result

The profiles of all necessary single authorization roles have been generated.

3.2.4AssigningAuthorization Role to User WF-BATCH

Use

The new authoritation role needs to be assigned to the according system user(s).

Procedure

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

1. Enter authorization roleZ_BC_BMT_WFM_SERV_USER and choose Change.
2. Choose tab User.
3. Enter user WF-BATCHin field UserID and choose enter.
4. Choose User Comparison.
5. Choose Complete Comparison.
6. Choose Save.

3.2.5Defining Basic Settings for Workflow

Use

With this activity, you maintain the standard settings for the SAP Business Workflow with the help of the Auto Customizing.

You can execute checks in order to make sure that customizing for the SAP Business Workflow is complete regarding further important settings. You can start a verification workflow. The automatic customizing does not contain task-specific customizing (assigning tasks and possible processors).

Scenario-specific settings for the workflow are provided with the scenario configuration guides.

Procedure

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

2.Choose tree nodeMaintain Runtime Environment  Configure RFC Destination

3.Choose Execute (F8)

4.In screen Check and Configure RFC Destination, choose password Set Password for RFC and User.

5.In screenSynchronization: Enter a new password, enter a password (that isWELCOME) in field Password.

6.Choose Continue (Enter)

7.In screen Check and Configure RFC Destination, Choose Continue (Enter)

8.Choose tree node Maintain Runtime Environment

9.From the menu bar choose Auto-CustomizingExecute(F9).

10.The system will automatically maintain a minimum of required data.

11.Choose the activity Maintain Additional Settings and Services Maintain Standard Domain for Internet Mail.

12.Choose Execute(F8).

The information about the relevant default domain can be provided by your IT department.

For detailed information concerning configuring e-mail service see Note 455140.

13.Enter the domain.

14.Choose Save (Ctrl+S).

15.To change the default RFC destination for the Workflow, choose the entry Maintain Runtime Environment Configure RFC Destination and chooseExecute(F8).
The system attempts to logon with the standard user WF-BATCH for the RFC destination WORKFLOW_LOCAL_xxx(xxx = CRM client).
In case of need, you can override the password of user WF-BATCH choosing the button Set Password for RFC and User.

16.Start a verification workflow by choosing from the menu barExtras Start Verification Workflow (F5).
Follow the instructions on the screen. Make sure that you can execute these as described.

17.Go to the Business Workplace (Transaction SBWP).
Under Inbox Workflow you will find a user decision work item.

18.Execute this work item.
You receive two mails. These are the notifications of completion for this user decision and the subsequent background step.

Result

You have successfully defined settings for the SAP Business Workflow.

3.2.6Activating Additional Workflows in the CRM WebClient (Optional)

Use

For SAP Best Practices, the existing settings already cover the requirements.

Nevertheless if you want to add workflows on additional objects and events and make their incoming workflow messages visible in the CRM Web Client – Worklist, please consider the relevant documentation in the SAP Help Portal (help.sap.com):

SAP Business SuiteSAP Customer RelationshipManagementSAP EHP3 for CRM 7.0Open the Application Help:
SAP LibrarySAP Customer RelationshipManagementBasic FunctionsWorklist.

3.3Alerts

Use

Alerts are used to inform about the occurrence of business-critical problems. Conditions for critical situations are predefined. When an alert is triggered that meets these conditions, responsible or interested parties are determined and informed immediately. Examples of critical situations might be an important customer terminating a contract or a budget being exceeded.

The alerts can be personalized due to the user’s needs. In addition, the users can receive alerts as e-mail, SMS, and fax, if these external methods of communication are configured in the system. End users can personalize their alert notifications, for example, create notification variants or determine a substitute.

Alerts help prevent delays in the processing of critical situations because the time between discovering and responding to such situations is reduced considerably.

You can define you own Alert Classification and Categories, for detail steps, you can refer to BB C23.

For more information about Alert Management please refer to

3.3.1Central Alert Server

Use

A Central Alert Server is the central point for distributing the alerts among the systems and users. However, for Best Practices we have a look on a system without Central Alert Server but only local administration of alerts.

Procedure

1.Access the activity using the following navigation options:

2.Choose the RFC Destination of your Central Alert Server.
If you do not use a Central Alert Server but your CRM system, choose NONE.

3.Save your entries.

Result

You have set an alert administration on your system and the connection to the Central Alert Server has been defined if required.

3.4Account Fact Sheet

Use

The Account Fact Sheet displays the most relevant information on any account stored in the system. The sources of this information are the business partner master data, statistical and transaction data derived from SAP CRM, SAP ERP and SAP NetWeaver BI. The following examples illustrate how to use the Account Fact Sheet with the business activities:

• as an outline of the necessary contact data
• as an overview of all existing open activities with your business partner
• as a record of all interactions with your business partner in the past

There are two possibilities to present the information contained in the Fact Sheet: a print version in PDF format and an online version. Both of them can be fully customized to include the necessary assignment blocks, grouping together certain types of information. It is possible to choose between forms, tables or views with graphics.

3.4.1Defining RFC Connection for Account Fact Sheet

Use