B91_BB_ConfigGuide_EN_DE

SAP BW 7.0

September 2008

English

CRM Service Analysis (B91)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM Service Analysis: Configuration Guide

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Icons

Icon Meaning

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Example

Note

Recommendation

Syntax

Typographic Conventions

Type Style Description

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

Cross-references to other documentation.

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

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

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

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

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

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

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Content

CRM Service Analysis.................................................................................................................... 5

1 Use....................................................................................................................................... 5

2 Prerequisites........................................................................................................................ 5

3 Configuration........................................................................................................................ 5

3.1 Activating Business Content..........................................................................................5

3.1.1 Assigning Source System for Business Content Activation...................................5

3.1.2 Activating Business Content: DataStore Objects..................................................6

3.1.3 Activating Business Content: InfoCubes...............................................................7

3.1.4 Activating Business Content: MultiProvider...........................................................8

3.1.5 Activating Business Content: Queries...................................................................9

3.1.6 Activating Business Content: Web Templates....................................................10

3.1.7 Changing DataStore Object Settings..................................................................11

3.1.8 Changing Service Ticket Queries........................................................................11

3.2 Loading Transaction Data............................................................................................13

3.3 Generating Export DataSource and Loading Data to the InfoCube Service Order Header History....................................................................................................................... 15

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CRM Service Analysis

1 Use The building block CRM Service Analysis describes all the required activities to analyze service data from SAP CRM in SAP Business Information Warehouse.

2 PrerequisitesBefore starting activities in this building block, you need to perform or check the following activities:

1. BI Connectivity:

From the BI Connectivity building block the following activities have to be completed:

a. Local Settings è SAP CRM: all activities have to be completed:

b. Local Settings è SAP BI: all activities have to be completed:

c. Cross Connectivity è Connecting SAP BI with SAP ERP, SAP CRM, SAP SRM: Connect your CRM System.

2. General Settings for BI Integration:

a. General Settings in CRM: all activities have to be completed.

b. General Settings in SAP BI: all activities have to be completed.

3. From the Basic Configuration – CRM Analytics building block all activities have to be completed.

3 Configuration3.1 Activating Business Content

3.1.1 Assigning Source System for Business Content Activation

Carry out the following steps in SAP BI.

UseWhen you activate Business Content, DataSources from source systems are assigned to InfoSources in SAP BI. If you do not select a source system, all source systems are automatically assigned. If you have several source systems this may take a lot of time because transfer rules have to be activated for each DataSource from each source system. However an assignment of a DataSource to an InfoSource may not be necessary for all existing Source systems. Assign only the source systems you need to load data from for the Business Content Objects that you are going to activate. You can subsequently change the selection you made.

The assignment of source systems is only relevant for transfer rules, DataSources and InfoPackages. If there is more than one source system, only those objects assigned to the specified source system are collected for the transfer. Objects that have not been assigned to the specified source systems are ignored.

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ProcedureCarry out the following steps:

1. To assign the required source system for business content activation, choose:

SAP BI Menu Modeling Data Warehousing Workbench: Business Content

Transaction Code RSORBCT

2. On the Data Warehousing Workbench: Business Content view from the menu choose Edit ® Source System Assignment.

3. In the Choose source system by default? dialog box, in the column Default assignment, select the required source systems.

4. Choose Continue.

If you want to continue with the next activity, do not leave the transaction.

3.1.2 Activating Business Content: DataStore ObjectsCarry out the following steps in SAP BI.

Procedure1. To activate DataStore objects in business content, choose:



2. On the Data Warehousing Workbench: Business Content screen:

a. At the top of the right frame, choose Grouping and select In Data Flow Before.

b. At the top of the right frame, choose Collection mode and select Collect Automatically.

c. In the left frame, select Object types.

d. In the middle frame, expand DataStore object and double-click Select Objects.

3. In the Input help for Metadata dialog box.

a. Select the following DataStore objects: (For multiple selection use the Ctrl-Key.

0CRM_CNFI - Confirmations (Item Data)

0CRM_CNFH - Confirmations (Header Data)

0CRM_COH – Controlling (Header Data)

0CRM_COI - Controlling (Item Data)

0CRM_CODA – Detailed Controlling Data

0CRM_COMP - CRM Complaints (Items)

0CRM_PROH - Service Orders: Header Data

0CRM_PROI - Orders: Item Data

b. Choose Transfer selections.

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c. If a dialog box Remote Activation in the Source System <…> occurs, choose OK and log on to the source system on the following screen.

d. If a dialog box Exceeded runtime when collecting objects appears choose Continue.

4. At the top of the right frame, choose Install and select Install in Background.

5. In the Install Business Content in the Background dialog box choose Yes.

6. In the Information dialog box note the job number and choose Continue.

7. Choose Exit.


ResultYou have started a background job in order to activate the Business Content. Check the status of the background job using transaction SM37.

Make sure that the current job has finished successfully before you proceed to the activation of further objects.

3.1.3 Activating Business Content: InfoCubesCarry yout the following steps in SAP BI.

Procedure1. To activate Business Content InfoCubes choose:




a. At the top of the right frame, choose Grouping and select In Data Flow Before.



d. In the middle frame, expand InfoCube and double-click Select Objects.

3. In the Input help for Metadata dialog box:

a. Select the following InfoCubes:

0CSAL_C09 - Complaints

0CRM_PRI - Service Orders and Confirmations: Item Data

0CSRV_C01 – Service Orders and Confirmations: Header Data

0CSRV_T01 - Service Order Header History

b. Choose Transfer selections.

c. If a dialog box Remote Activation in the Source System <…> occurs, choose Do Not Check.

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d. If a dialog box Exceeded runtime when collecting objects appears choose Continue.


5. In the Install business content in the Background dialog box choose Yes.

6. In the Information dialog choose Continue.

7. Choose Exit.



Make sure that the current job has finished successfully before you proceed on with the activation of further objects.

3.1.4 Activating Business Content: MultiProviderCarry out the following steps in SAP BI.

Procedure1. To activate Business Content for InfoCubes, choose:




e. At the top of the right frame, choose Grouping and select In Data Flow Before.

f. At the top of the right frame, choose Collection mode and select Collect automatically.

g. In the left frame, select Object types.

h. In the middle frame, expand MultiProvider and double-click Select Objects.

3. In the Input help for Metadata dialog box:

e. Select the MultiProvider 0CSRVMC04 Orders and Confirmations with Complaints.

f. Choose Transfer selections.

g. If a dialog box Exceeded runtime when collecting objects appears choose Continue.


5. On the Install business content in the Background dialog box choose Yes.

6. On the Information dialog box note the job number and choose Continue.

7. Choose Exit.


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Make sure that the current job has finished successfully before you proceed on with the activation of further objects.

3.1.5 Activating Business Content: QueriesCarry out the following steps in SAP BI.

Procedure1. To activate Business Content Queries choose:




a. At the top of the right frame, choose Grouping and select Only Necessary Objects.



d. In the middle frame, expand Query elements, expand Query and double-click Select Objects.

3. In the Selection of Query Objects dialog box:

a. Select all the queries underneath the following InfoProviders

MultiProvider 0CSRVMC04

InfoCubes 0CRM_PRI, 0CSAL_C09, 0CSRV_C01, 0CSRV_T01

If the technical names are not visible, to display technical names of the queries choose Technical names on/off.

b. Choose Transfer.

c. If a dialog box Exceeded runtime when collecting objects appears choose Continue.


5. In the Install Business Content in the Background dialog box choose Yes.

6. If the system prompts you for a workbench request enter the appropriate request number or create a new request.

ResultYou have started a background job for activating the Queries. When the job finishes successfully, the selected queries are active. Check the status of the background job using transaction SM37.

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3.1.6 Activating Business Content: Web TemplatesThis activity has to be carried out in the BI system.

1. To activate Business Content: Web Templates, choose:



Then carry out the following steps:


a. At the top of the right frame, choose Grouping and select Only Necessary Objects.



d. In the middle frame, expand Web Template (Format SAP BW 3.x) and double-click Select Objects.

3. Select the Web Template from the table below (and any further Web Templates you might want to activate).

a. Choose Transfer selections.

b. If a dialog box Exceeded runtime when collecting objects appears choose Continue.


5. On the Install Business Content in the Background dialog box choose Yes.

6. On the Prompt for transportable Workbench request dialog box, choose or create a request number and Enter.

7. In the Information dialog box choose Enter.

Web Template to be activated:

Complaint Ratio by Product 0TPLB_0CSRVMC04_Q0101_1

Number of Service Complaints 0TPLB_0CSAL_C09_Q0101_100

Open Service Tickets 0TPLI_CSRV_C01_Q0201_V0102

Service Ticket Overview 0TPLI_CSRV_C01_Q0202_V01

Open Service Tickets History 0TPLI_CSRV_T01_Q0001_V01

Also, please activate all templates that start with 0TPL_BAP unless you have already activated them in another building block.

ResultYou have started a background job for activating the Web Templates. When the job finishes successfully, the selected Web Templates are active. Check the status of the background job using transaction SM37.

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3.1.7 Changing DataStore Object Settings

UseWhen you load transaction data, in some cases the data is first loaded into a DataStore Object. This section describes how to adapt the DataStore settings, so that data is automatically updated to the InfoCube during the loading process.

Procedure1. To acces the DataStore Object choose

SAP BI Menu Modeling Administrator Workbench: Modeling

Transaction Code RSA1

2. On the Administrator Workbench: Modeling view choose InfoProvider.

Carry out the steps below for the DataStore Objects you have activated before (refer to section Activating Business Content: DataStore Objects).

3. Choose a right mouse click on the DataStore Object. From the context menu choose Change.

4. On the Edit DataStore Object screen expand the node Settings and make sure that the following indicators are set:

Activate Data Automatically

Update Data Automatically

5. Activate the DataStore Object

3.1.8 Changing Service Ticket Queries

UseThe purpose of this task is to change the filter for the business transaction type to the SAP Best practices transaction type for service tickets, so that data will be displayed in the reports.

Procedure1. From the Windows Start menu choose Start All Programs Business Explorer

Business Explorer (SAP BW 3.x) Query Designer (SAP BW 3.x).

2. In the SAP Logon dialog box enter your BI system user and password and choose OK.

3. In the Query Designer: New Query dialog box choose Open Query.

4. Use the Find icon to search for the following queries (one after the other) and carry out the steps described below for each of the queries:

0CSRV_C01_Q0202 – Service Tickets

0CSRV_C01_Q0201 – Open Service Tickets

0CSRV_T01_Q001 – Open Service Ticket History

5. In the Search Result dialog box mark the relevant query and choose Change.

6. Drag and drop the standard business transaction type value TSVO from the Filter frame into the left frame of the query designer.

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7. Choose a right mouse click on the entry Business Trans. Type in the Filter frame and choose Restrict.

8. In the Selection for Buisness Trans. Type dialog box on the Fixed Values tab page, mark the entry YSVO (BP IC Service Order) and choose Add (the arrow pointing to the right). If the value does not exist yet, carry out the following steps:

a) In the Selection for Buisness Trans. Type dialog box choose Display Other Values .

b) In the Restrictions fields enter Business Trans. Type Equal To YSVO (enter YSVO manually) and choose Add.

c) Then deselect the checkbox Only Values in InfoProvider.

d) Choose OK.

e) In the Selection for Business Trans. Type dialog box mark the entry BP IC Service Order and choose Add. Then choose OK.

9. Choose Save Query.

3.2 Loading Transaction Data

UseThis section describes the procedure for loading transaction data into SAP BI from SAP CRM.

Procedure1. To load transaction data, choose:

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SAP BI Menu Modeling Data Warehousing Workbench: Modeling


2. On the Data Warehousing Workbench: Modeling view choose InfoSources.

3. Carry out the steps described below for each of the following InfoSources.

0CRM_COMPLAINTS_I - CRM Complaint Item

0CRM_CONF_COSTS - Controlling: Costs / Revenues from Orders / Confirmations

0CRM_SERVICE_CONFIRM_I - Confirmations (Item Data)

0CRM_SERVICE_CONTROLLING_H - Controlling (Header Data)

0CRM_SERVICE_PROCESS_H - Orders: Header Data

0CRM_SERVICE_PROCESS_I - Orders: Item Data

0CRM_SRV_CO_PLAN - Controlling: Standard Cost Estimate for Service Orders

0CRM_SRV_CONFIRM_H - CRM Service Confirmation Header Data (DataSource)

0CRM_SRV_COSTS - Controlling: Actual Costs / Actual Revenues

4. Open the InfoSource tree until you reach the DataSource level.

5. From the context menu choose Create InfoPackage.

6. In the Create InfoPackage dialog box make the following entries:

Field Entry

InfoPackage description Enter a description

a. Select the DataSource.

b. Choose Save.

7. On the Scheduler (Maintain InfoPackage) view

a. Choose the Processing tab and make the following entries:

Field Entry

PSA and then into data targets (packet by packet)

X

b. Choose the Data Targets tab and make the following entries:

Field Entry

Update in all data targets for which active rules exist

X

c. Choose the Update tab. Here you have the following options for the update mode:

Update Mode Description

Full Update A full update requests all data that corresponds to the selection criteria you determined in the Scheduler. If you load data the first time and you want to load all existing data into BI, choose update mode Full update

Delta Update A delta update only requests data which has appeared

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since the last loading of data from the DataSource. Choose this update mode for periodic upload of transaction data.

A delta update is only possible for loading from SAP source systems.Before you can request a delta update, you must first initialize the delta process (see next table row).

Initialize delta process

Actually this is an indicator for the source system that from now on only newly created or changes/deletions of transaction data are to be transferred to SAP BI.

To request deltas, you need to have initialized the delta process.

The delta process is initialized when a data loading request with update mode Initialize delta process has been executed successfully. Then it has the status green in the Data Warehousing Workbench monitor.

If there is no data found in the source system the request remains with status amber!To make sure that the request is executed successfully even if there is no data yet in the source system select the checkbox Initialize Without Data Transfer!

d. Choose the appropriate update mode. We recommend to also select the Always update data, even if no master data exists for the data button.

The update mode refers only to the data that meet the selection criteria that you insert on the Data Selection tab.

c. Choose the Schedule tab and make the following entries:

Field Entry

Start data load immediately

X

d. Choose Start (Execute).

For testing purposes start the job immediately.In productive BI systems you should start the job later in the background.

Scheduling Data Upload PeriodicallyOpen the InfoPackage you have created.

On the Schedule tab make the following entries:

1. Choose the radio button Start Later in Background.

2. In the Start time dialog box choose Date/Time.

3. Enter the Scheduled start date and time.

4. Choose Period values.

5. In the Period Values dialog box choose the preferred time interval and choose Save.

6. In the Start time dialog box choose Save.

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7. In the Periodic Processing screen area, enter the number of days after which you want to cancel the job or choose Do not cancel job.

You can subsequently change the scheduling by choosing the Scheduling Options button.

3.3 Generating Export DataSource and Loading Data to the InfoCube Service Order Header History

UseThe InfoCube Service Order Header History receives its data from the InfoCube Service Orders and Confirmations: Header Data. You need to create an Export DataSource for the InfoCube Service Orders and Confirmations: Header Data and use this DataSource to load data into the InfoCube Service Order Header History.

Procedure1. To generate the ExportDataSource, choose:

SAP BI Menu Modeling Data Warehousing Workbench: Modeling


2. On the Data Warehousing Workbench: Modeling view choose InfoProviders.

3. Choose a right mouse click on the InfoProvider Service Orders and Confirmations: Header Data - 0CSRV_C01. From the context menu choose Generate Export DataSource. You will receive the message The generation of DataSource 80CSRV_C01 was successful.

4. In the left part of the Data Warehousing Workbench: Modeling screen choose DataSources.

5. Change the source System to your BI system and choose Refresh Subtree, then search for the newly created DataSource.

6. Choose a right mouse click on the DataSource and choose Create InfoPackage.

7. Proceed with the loading of data as described above in section Loading Transaction Data. On the Data Targets tab of the Infopackage make sure that data is loaded into the InfoCube Service Order Header History 0CSRV_T01.

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