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SAP CRM 7.0

September 2010

English

Activity Management(C62)

SAP AGDietmar-Hopp-Allee 1669190 Walldorf Germany

Business Process Documentation

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SAP Best Practices Activity Management (C62): BPD

Copyright

© 2010 SAP AG. All rights reserved.

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Icons

Icon MeaningCaution

Example

Note

Recommendation

Syntax

Typographic Conventions

Type Style Description

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

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 keywords 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 asnames of installation, upgrade and database tools.

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

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

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

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Contents

1 Purpose ......................................................................................................................................52 Prerequisites ...............................................................................................................................5

2.1 Master Data and Organizational Data ..................................................................................5

2.2 Roles ....................................................................................................................................6

2.3 Preliminary Steps .................................................................................................................6

3 Process Overview Table .............................................................................................................7

4 Process Steps .............................................................................................................................8

4.1 Creating an Incoming Call and Follow-Up Visit.................................................................... 8

4.2 Transferring an Incoming E-Mail to CRM and Follow-Up Visit (An alternative to Chapter

4.1) ..................................................................................................................................9

4.3 Preparing a Visit - Modifying a Visit.................................................................................... 11

4.4 Completing a Task .............................................................................................................12

4.5 Adding Visit Details - Modifying a Visit............................................................................... 13

4.6 Creating Outgoing Call to Customer and Follow-Up Opportunity .......................................14

5 Follow-Up Process ....................................................................................................................16

6 Reporting ..................................................................................................................................16

6.1 CRM Interactive Reporting .................................................................................................16

6.2 BI Reporting .......................................................................................................................17

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Activity Management

1 PurposeThis document describes a CRM Activity Management scenario with Groupware Integrationwhere activities and tasks are created. It gives you a step-by-step view of how activities supportthe sales process, which options are available and which functions can be used during thisprocess.

This document summarizes several activities in a logical sequence. Generally, the completion of one activity is the prerequisite for the next activity. Depending on the configuration carried out inyour project, there will be some differences from the description in this document.

2 Prerequisites2.1 Master Data and Organizational Data

Essential master and organizational data were both created in and/or replicated to your CRMsystem during the implementation phase, such as the data that reflects the organizationalstructure of your company and master data that suits its operational focus, for example, master data for materials and customers.

Use your own master data (or the following Baseline package scenario data listed below if youhave installed an SAP Best Practices Baseline package) to go through the business processprocedure:

Master / org. data Value Master / org.data details

Comments

<ACCOUNT> 100000

<DATE> <form: dd.mm.yyyy hh:mm – Dateshould make sense in context>

<PRODUCT> H11, H12

<CONTACT> Contact assigned to account100000

<Depending onyour choice inthe beginning –see theattendee area>

<TIME> <Define the working hours of thesales rep.>

<SALES MANAGER> 10000

<SALES EMPLOYEE> 10010

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2.2 Roles

Use

The following roles must have been created in order to test this scenario using the SAP CRMWebClient UI. The roles in this Business Process Documentation need to be assigned to thesystem user(s) testing this scenario.

Log on the CRM WebClient UI with the following users:

Business Role Bus. Role ID System User Employee Password

Sales Employee BP_SLS_EMP sales_empl Michael Curtis welcome

Sales Manager BP_SLS_MAN sales_man Jennifer Stone welcome

2.3 Preliminary Steps2.3.1 Log on to CRM WebClient UI

Use

The purpose of this activity is to describe how the sales employee gets first-time access to theSAP CRM WebClient UI. There are two options: Access from SAPGUI or via URL.

Prerequisites

The appropriate SAP CRM WebClient role for the sales employee has been assigned to thesales employee user (sales_empl) in the CRM system.

Procedure

1. Close all open browser windows.

2. Access the SAP CRM WebClient UI:

Option 1: Access from SAP GUI via Transaction:

1. In the input field for transactions, enter transaction CRM_UI and press Enter.

Option 2: Access from SAP GUI via BSP Application:

1. Log on to the CRM system with the user for the BP Sales Employee.

2. From the SAP menu, choose Favorites. From the context menu, choose Add Other Objects.

3. Select URL type BSP Application.

4. Enter the following data:

Field name User action and values

BSP Applicat. CRM_UI_START

Description CRM WebClient UI

Start Page default.htm

5. Choose Continue.

6. Choose CRM WebClient UI from the Favorites.

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7. In the dialog box SAP Web Application Server, enter the following data:

Field name User action and values

User name sales_empl

Password welcome

Option 3: Access via URL:

The CRM WebClient UI can also be accessed using a Uniform Resource Locator (URL). TheURL of the CRM WebClient UI has the following structure (default configuration):

http://<Host Name>.<Domain Name>.<Extension>:<Port Number>/sap/crm_logon?sap-client=<client number>

For example: http://uxcirsz.wdf.sap.corp:50028/sap/crm_logon?sap-client=100

Host Name, Domain Name and Extension can be derived from the message server of theunderlying CRM system.

The port can be determined as follows:

1. Call transaction SMICM.

2. Choose Goto Services.

3. From the Active Services list choose the port for the HTTP service.

Result

You have entered the SAP CRM WebClient user interface as BP Sales Employee with user sales_empl.

3 Process Overview TableProcess step Business condition Business role Expected results

Create IncomingCall and Follow-UpVisit

Incoming call received. Sales Employee Incoming call saved;customer appointmentscheduled.

Transfer IncomingE-Mail to CRM andFollow-Up Visit

Incoming e-mailreceived.

Sales Employee Incoming e-mail saved;customer appointmentscheduled.

Prepare/Modify aVisit

Visit scheduled. Sales Employee Visit prepared, tasks defined.

Complete a Task Tasks defined. Sales Employee Preparations finished.

Add Visit Details/Modify a Visit

Visit took place. Sales Employee Information on visitmaintained; follow-up taskcreated.

Monitor Activities Activities maintained. Sales Manager Open activities and taskschecked.

Create OutgoingCall and Follow-UpOpportunity

Follow-up taskcompleted.

Sales Employee Opportunity created.

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4 Process Steps

4.1 Creating an Incoming Call and Follow-Up Visit

Use

The sales employee receives an incoming phone call from a customer.

Procedure

1. Log on to the CRM WebClient as sales employee.

2. Access the activity choosing the following navigation option:

SAP CRM WebClient menu Create→ Interaction Log

3. Choose BP Interaction Log from the Select Transaction Type pop-up.

4. Make the following entries:

Field name User action and values Comment

General Data

Description Call according tocampaign

Location <…> Any location

Start Date <DATE> Check the date.

Time From/To <TIME> The time is determined automatically andscheduled with the current time. Changethe time frame according to your needs.

Category Telephone call

Direction Inbound

Importance Very high

Active Status Completed

References

Account <ACCOUNT> Enter the account using the input help.The contact is automatically determined. If not, choose Enter .

Contact <CONTACT> The system displays a list if more thanone Contact relationship exists for theentered Account. Select one Contact.

Employee This partner function is determined by theuser.

Notes

Customer is interestedin product. A customer visit is scheduled.

Enter a short note to provide all necessaryinternal information.

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5. Check the following entries in the assignment block Attendees:


EmployeeResponsible

This partner function is determined fromthe relationship to the Account or the user.It is possible to change the partner.

6. Choose Save.

7. Create a follow-up visit for the saved activity. Choose More Follow Up and then Appointment: BP Visit with Prod.

8. All partner data and the description are copied to the new activity. Make the following entries:


General Data

Description Visit according tocampaign

Location <…> Any location

Start Date/Time <DATE> <TIME> Check the date. They are determinedautomatically and scheduled with thecurrent time.

End Date/Time <DATE> <TIME> Check the date. They are determinedautomatically and scheduled with thecurrent time.

9. Choose Save and Back .

Result

The incoming call from the customer was saved in the system. This is the beginning of the salesprocess. A customer appointment is scheduled. The appointment is visible in the correspondinggroupware calendar. Just choose the icon Synchronize Activities and Contacts with Groupwareon the Calendar page. And allow Outlook access for 5 minutes, if you use Outlook.

4.2 Transferring an Incoming E-Mail to CRM and Follow-Up Visit (An alternative to Chapter 4.1)

Use

The sales employee receives an incoming e-mail from a customer.

Prerequisites

1. To simulate the procedure, enter your personal e-mail address in the work area of <CONTACT> and send an e-mail to your personal e-mail account from your personal e-mailaccount.


SAP CRM WebClient menu Account Management →Search: Contacts

3. Use the Search Criteria area to make the entry <CONTACT> in the Last Name/First Namesearch value box.

4. Choose Search.

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5. Click on the Contact name in the Result List.

6. Choose Edit .

7. Enter your e-mail address.

8. Choose Back .

9. Choose Save.

10. Send an e-mail with description E-Mail according to Campaign from your personal e-

mail account, for example Outlook, to your personal e-mail account. Verify that you receive itin your inbox.

11. Click on the SAP CRM E-Mail Transfer Folder in the Outlook All Mail Folders.

12. Enter the following data in the dialog box:

User Name sales_empl

Password welcome

13. Select your E-Mail according to Campaign and choose Transfer .

14. Allow Outlook access for 5 minutes and choose Yes.

15. Confirm the dialog box Selected e-mail was copied to SAP CRM .

Procedure


SAP CRM WebClient menu Activities→Search: Activities

2. Use the Search Criteria area to make the entry CRM in the Description contains search value

box.

3. Choose Search.

4. Select the line with the Description CRM: E-Mail according to Campaign.

5. Create a follow-up visit for the saved activity. Choose More Follow Up and then Appointment: BP Visit with Prod .

6. All partner data and the description are copied to the new activity. Make the following entries:


General Data

Description Visit according to campaign

Location Baden Baden

Start

Date/Time

<DATE> <TIME> Check the date. It is determined

automatically and scheduled with thecurrent time.

End Date/Time <DATE> <TIME> Check the date. It is determinedautomatically and scheduled with thecurrent time.

References

Account ID (if necessary)

e.g. 100000 Depends on the predecessing document


Result

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The incoming e-mail of the customer was saved in the system. This is the beginning of the salesprocess. A customer appointment is scheduled. The appointment is visible in the correspondinggroupware calendar. Just choose the icon Synchronize Activities and Contacts with Groupwareon the Calendar page. And allow Outlook access for 5 minutes, if you use Outlook.

4.3 Preparing a Visit - Modifying a Visit

Use

The sales employee has to prepare his customer visit. He defines some tasks.

Procedure


SAP CRM WebClient menu Calendar

2. Search for your planned visit in your calendar. Click on Visit according to campaign.3. Choose Edit in the assignment block Appointment Details and make the following entries:


Notes

Agenda:

1. Introduction

2. Company Presentation

3. Product Presentation

Enter a short agenda.

4. Copy the agenda into your clipboard.

5. Choose Save.

6. Choose More → Send E-Mail to send the agenda to your customer.

7. Paste the clipboard into the text area and enter a text.

8. Click the To… pushbutton.

9. Choose the option CRM Addresses in the Search in field, enter the name of the<CONTACT> person in the for field and choose Find. Check the corresponding search resultentry and choose Copy and Close.

10. Enter the name of the <CONTACT> person in the Contact field if this is not automaticallyfilled.

11. Choose Send .

12. Choose Back to return to the appointment screen.

13. Open the assignment block Activity Journals.

14. Choose Edit for BP Activity Journal Template. It depends on your defined activity journalwhich fields and products are available.

15. Insert the relevant products in the list, or delete products that are not used for the template.

16. If there is no sales representative defined, add one in the Attendees assignment block.

17. Choose Back .

18. Choose Save.

19. Create a follow-up task for the saved activity. Choose More → Follow-Up → Task: BP Task .

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General Data

Description Create Product Presentation

Due Date <DATE> Enter a timeframe of some days.



References

Employee <SALES EMPL> This partner function is copied from thepreceding document. If another employee is responsible for the task, youmay enter his name.

Notes

As discussed with customer


You can define more follow-up tasks that are necessary for the visit.

Result

Preparations for the customer visit are in process. The task is visible in the correspondinggroupware calendar. Just choose the icon Synchronize Activities and Contacts with Groupwareon the Calendar page. And allow Outlook access for 5 minutes, if you use Outlook.

Note that the created task is only visible in the corresponding groupware system if your user has been created as employee in the system. This employee number thenneeds to be maintained as ‘Employee Responsible’ in the partner functions of therespective customer.

4.4 Completing a Task

Use A task is an activity with internal character. The sales employee works on it and completes it.

Procedure


SAP CRM WebClient menu Home

2. In the area My Open Tasks, click the task with Description Create Product Presentation.

3. In the assignment block Attachments, choose Attachment .

4. Browse for the file you want to Upload and add a name for the file.

5. Choose Attach.

6. Choose More→Set to Completed.

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7. Choose Save.

Alternative Scenario - Mail System Integration:

1. Access your mail system and check your tasks.

2. Click the task with Description Create Product Presentation.

3. Choose Insert File and select the file you want to attach.

4. Set the status of the task to Completed .

5. Just choose the icon Synchronize Activities and Contacts with Groupware on the Calendar page.

See also above – task is only available in the respective groupware system if your user is maintained as employee in the system.

Result

All preparations for the customer visit are finished.

4.5 Adding Visit Details - Modifying a Visit

Use

The sales employee documents the information about the visit and creates a follow-up task toclarify some details with product management.

Procedure

1. Navigate back to the BP Visit with Prod: Visit according to campaign via the Breadcrumbs

navigation (click on the small arrow to the right of the Back button: ). From there,select BP Visit with Product .

2. Choose More → Follow-Up → Interaction Log : BP Interaction Log .


Field name User action andvalues

Comment

General DataDescription Visit Report

Location Baden Baden Any location


TimeFrom/To

<TIME> The time is determined automatically andscheduled with the current time.

Category Customer Visit


Status Completed

References

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Field name User action andvalues

Comment

Account <ACCOUNT> Is copied from the previous activity

Contact <CONTACT> Is copied from the previous activity

Employee This partner function is determined by the user.

Notes

Customer visit wassuccessful. Thecustomer wantsdetailed information onthe product.

Enter a short note to provide all necessaryinternal information.

4. Choose Save and Back to navigate back to the BP Visit with Prod.: Visit according tocampaign.

5. Create a follow-up task. Choose More → Follow-Up → Task: BP Task .



General Data

Description Product ManagementInformation

Due Date <DATE> Enter a timeframe of some days.


Importance High

Notes

Text Type:Note

Call Product Management Enter a short note.


Result

A task was created to clarify open issues with product management.

The task is visible in the corresponding groupware calendar. Just choose the icon Synchronize Activities and Contacts with Groupware on the Calendar page. And allow Outlook access for 5

minutes, if you use Outlook.

4.6 Creating Outgoing Call to Customer and Follow-UpOpportunity

Use

The sales employee calls the customer to provide the required information for decision-making.

Prerequisites

To create a follow-up opportunity, the Opportunity Management scenario has to be implemented.

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Procedure

1. Log on to the CRM WebClient UI as sales employee.


SAP CRM WebClient menu Home

3. In the area My Open Tasks, click the task with Description: Product management information.

4. Choose More→Set to Completed .

5. Choose Save.

Alternative Scenario - Mail System Integration:

Instead of steps 2 to 5, access your mail system and set the status of the task to Completed .

6. To navigate back to the reference activity Visit according to campaign, choose the linkVisit according to campaign in the Transaction History assignment block.

7. Create a follow-up activity for the outgoing call. Choose More → Follow-Up→ InteractionLog : BP Interaction Log.

Partners are copied to the new activity. If there is more than one contact personmaintained in the preceding document, you have to select the relevant one for thecall.


Fieldname

User action and values Comment

General Data

Description Call outgoing

Location St. Leon Rot Any Location


TimeFrom/To

<TIME> The time is determined automatically andscheduled with the current time.

Category Telephone call

Direction Outbound

Importance High

Status Completed


10. Create a follow-up opportunity. Choose More→Follow-Up →BP Opportunity .

The follow-up document type BP Opportunity will only be displayed if the activityVisit according to campaign is error-free.

11. Optional (only if you entered a product in the activity journal): Enter a quantity for the productin the dialog box.

12. Select a <CONTACT> and click Choose.

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13. Enter a Closing Date.

14. Choose Save and Back.

Result

An opportunity has been created for the customer. To process the opportunity, follow thebusiness process procedure for Opportunity Management.

5 Follow-Up Process

Use

You have finished all activities that are part of the scenario as described in this document.

To accomplish subsequent activities, carry out the process steps described in the referencedscenario, using the master data from this document.

In this case an opportunity that was created within Activity Management can be further processed.

Procedure

Complete all activities described in the Business Process Documentation of the scenarioOpportunity Management (C63).

6 Reporting

Use

This section describes which reports exist for Activity Management and briefly describes thecontent of the reports.

For an overview of how to navigate within the reports, refer to the Business ProcessDocumentation (User Guide) of the relevant Analytics scenario (Interactive Reporting or BIReporting). Which reports you will be able to view depends on which Analytics scenario youhave implemented.

6.1 CRM Interactive Reporting

Use

The sales manager has the possibility to check the open activities of her sales organization.

Procedure

1. Log on to the CRM WebClient User Interface with either the sales manager or the salesemployee user. This will affect the data you see: The sales manager can see the data of thewhole team, the sales employee only his/her own.


SAP CRM WebClient menu Reports

3. Choose Accounts with Open Activities.

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4. This report provides a list with the account names and the number of open activities. Youcan branch to each individual account for further analysis.

Result

The sales manager/employee has checked the open activities and tasks.

6.2 BI Reporting

Procedure

Opening the reports from the WebClient UI is only possible if you have carried out allthe necessary configuration steps described in the BS4 Basic Configuration CRM Analytics Configuration Guide.

Alternatively you can log on to the BI system and open the business user roleI15_03U. In this business user role you will find a broad range of BI reports for allareas.

1. Log on to the CRM WebClient UI as BP Sales Manager (Sales_MAN ) if not already done.

2. In the Work Center Link Group Reports you can find the available reports. Choose the reportyou want to display.

Reports

From the WebClient UI the following BI report is available for Activity Management:

Intensity of Customer Care: This query displays the number of completed activities and the

amount of time spent in actual contact with the activity partners over the last 12 months.

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