SAP Best Practices Activity Management (C62) Business Process Documentation

Transcription

1 Activity Management (C62) Business Process Documentation SAP CRM 7.0 September 2010 English SAP AG Dietmar-Hopp-Allee Walldorf Germany

2 Copyright 2010 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iseries, pseries, xseries, zseries, eserver, z/vm, z/os, i5/os, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, Clear Enterprise, SAP BusinessObjects Explorer, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP France in the United States and in other countries. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. 2

3 Icons Icon Meaning Caution Example Note Recommendation Syntax Typographic Conventions Type Style Example text Example text EXAMPLE TEXT Example text EXAMPLE TEXT Example text <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. Emphasized words or phrases in body text, titles of graphics and tables. 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. 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. Keys on the keyboard, for example, function keys (such as F2) or the ENTER key. Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation. Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries. 3

4 Contents 1 PURPOSE PREREQUISITES Master Data and Organizational Data Roles Preliminary Steps 6 3 PROCESS OVERVIEW TABLE PROCESS STEPS Creating an Incoming Call and Follow-Up Visit Transferring an Incoming to CRM and Follow-Up Visit (An alternative to Chapter 4.1) Preparing a Visit - Modifying a Visit Completing a Task Adding Visit Details - Modifying a Visit Creating Outgoing Call to Customer and Follow-Up Opportunity 14 5 FOLLOW-UP PROCESS REPORTING CRM Interactive Reporting BI Reporting 16 4

5 Activity Management 1 PURPOSE This document describes a CRM Activity Management scenario with Groupware Integration where activities and tasks are created. It gives you a step-by-step view of how activities support the sales process, which options are available and which functions can be used during this process. 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 in your project, there will be some differences from the description in this document. 2 PREREQUISITES 2.1 Master Data and Organizational Data Essential master and organizational data were both created in and/or replicated to your CRM system during the implementation phase, such as the data that reflects the organizational structure of your company and master data that suits its operational focus, for example, master data for materials and customers. your own master data (or the following Baseline package scenario data listed below if you have installed an SAP Best Practices Baseline package) to go through the business process procedure: Master / org. data Value Master / org. data details <ACCOUNT> <DATE> <form: dd.mm.yyyy hh:mm Date should make sense in context> <PRODUCT> H11, H12 <CONTACT> Contact assigned to account <TIME> <Define the working hours of the sales rep.> <SALES MANAGER> <SALES EMPLOYEE> Comments <Depending on your choice in the beginning see the attendee area> 2.2 Roles The following roles must have been created in order to test this scenario using the SAP CRM WebClient UI. The roles in this Business Process Documentation need to be assigned to the system user(s) testing this scenario. Log on the CRM WebClient UI with the following users: Business Role Bus. Role ID System r Employee Password Sales Employee BP_SLS_EMP sales_empl Michael Curtis welcome Sales Manager BP_SLS_MAN sales_man Jennifer Stone welcome 5

6 2.3 Preliminary Steps Log on to CRM WebClient UI The purpose of this activity is to describe how the sales employee gets first-time access to the SAP 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 the sales employee user (sales_empl) in the CRM system. 1. Close all open browser windows. 2. Access the SAP CRM WebClient UI: Option 1: Access from SAP GUI via Transaction: 1. Log in using sales_man/welcome in client 001. 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 BSP Applicat. Start Page 5. Choose Continue. r action and values CRM_UI_START CRM WebClient UI default.htm 6. Choose CRM WebClient UI from the Favorites. 7. In the dialog box SAP Web Application Server, enter the following data: Field name r name Password r action and values sales_empl welcome Option 3: Access via URL: The CRM WebClient UI can also be accessed using a Uniform Resource Locator (URL). The URL of the CRM WebClient UI is: fault.htm Note: Make sure the proxy settings are correctly set for the browser. Result You have entered the SAP CRM WebClient user interface as BP Sales Employee with user sales_empl. 6

7 3 PROCESS OVERVIEW TABLE Process step Business condition Business role Expected results Create Incoming Call and Follow-Up Visit Transfer Incoming to CRM and Follow-Up Visit Prepare/Modify a Visit Incoming call received. Sales Employee Incoming call saved; customer appointment scheduled. Incoming received. Sales Employee Incoming saved; customer appointment scheduled. 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 visit maintained; follow-up task created. Monitor Activities Activities maintained. Sales Manager Open activities and tasks checked. Create Outgoing Call and Follow-Up Opportunity Follow-up task completed. Sales Employee Opportunity created. 7

8 4 PROCESS STEPS 4.1 Creating an Incoming Call and Follow-Up Visit The sales employee receives an incoming phone call from a customer. 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 r action and values Comment General Data Call according to campaign Location < > Any location Start Date <DATE> Check the date. Time From/To <TIME> The time is determined automatically and scheduled with the current time. Change the time frame according to your needs. Category Direction Importance Active Status References Telephone call Inbound Very high Completed 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 than one Contact relationship exists for the entered Account. Select one Contact. Employee Notes This partner function is determined by the user. Customer is interested in product. A customer visit is scheduled. Enter a short note to provide all necessary internal information. 8

9 5. Check the following entries in the assignment block Attendees: Field name r action and values Comment Employee Responsible This partner function is determined from the 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: Field name r action and values Comment General Data Visit according to campaign Location < > Any location Start Date/Time <DATE> <TIME> Check the date. They are determined automatically and scheduled with the current time. End Date/Time <DATE> <TIME> Check the date. They are determined automatically and scheduled with the current time. 9. Choose Save and Back. Result The incoming call from the customer was saved in the system. This is the beginning of the sales process. A customer appointment is scheduled. The appointment 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. 4.2 Transferring an Incoming to CRM and Follow-Up Visit (An alternative to Chapter 4.1) The sales employee receives an incoming from a customer. Prerequisites 1. To simulate the procedure, enter your personal address in the work area of <CONTACT> and send an to your personal account from your personal account. 2. Access the activity choosing the following navigation option: SAP CRM WebClient menu Account Management Search: Contacts 3. the Search Criteria area to make the entry <CONTACT> in the Last Name/First Name search value box. 4. Choose Search. 5. Click on the Contact name in the Result List. 6. Choose Edit. 7. Enter your address. 8. Choose Back. 9. Choose Save. 9

10 10. Send an with description according to Campaign from your personal e- mail account, for example Outlook, to your personal account. Verify that you receive it in your inbox. 11. Click on the SAP CRM Transfer Folder in the Outlook All Mail Folders. 12. Enter the following data in the dialog box: r Name Password sales_empl welcome 13. Select your according to Campaign and choose Transfer. 14. Allow Outlook access for 5 minutes and choose Yes. 15. Confirm the dialog box Selected was copied to SAP CRM. 1. Access the activity choosing the following navigation option: SAP CRM WebClient menu Activities Search: Activities 2. the Search Criteria area to make the entry CRM in the contains search value box. 3. Choose Search. 4. Select the line with the CRM: 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: Field name r action and values Comment General Data Location Start Date/Time Visit according to campaign Baden Baden <DATE> <TIME> Check the date. It is determined automatically and scheduled with the current time. End Date/Time <DATE> <TIME> Check the date. It is determined automatically and scheduled with the current time. References Account ID (if necessary) e.g Choose Save and Back. Depends on the predecessing document Result The incoming of the customer was saved in the system. This is the beginning of the sales process. A customer appointment is scheduled. The appointment 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. 4.3 Preparing a Visit - Modifying a Visit The sales employee has to prepare his customer visit. He defines some tasks. 1. Access the activity choosing the following navigation option: SAP CRM WebClient menu Calendar 10

11 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: Field name r action and values Comment 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 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 result entry and choose Copy and Close. 10. Enter the name of the <CONTACT> person in the Contact field if this is not automatically filled. 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 journal which 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. 20. Make the following entries: Field name r action and values Comment General Data Create Product Presentation Due Date <DATE> Enter a timeframe of some days. Start Date <DATE> Check the date. Importance References Very high Employee <SALES EMPL> This partner function is copied from the preceding document. If another employee is responsible for the task, you may enter his name. Notes 21. Choose Save and Back. As discussed with customer You can define more follow-up tasks that are necessary for the visit. 11

12 Result Preparations for the customer visit are in process. 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. 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 then needs to be maintained as Employee Responsible in the partner functions of the respective customer. 4.4 Completing a Task A task is an activity with internal character. The sales employee works on it and completes it. 1. Access the activity choosing the following navigation option: SAP CRM WebClient menu Home 2. In the area My Open Tasks, click the task with 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. 7. Choose Save. Alternative Scenario - Mail System Integration: 1. Access your mail system and check your tasks. 2. Click the task with 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 The sales employee documents the information about the visit and creates a follow-up task to clarify some details with product management. 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. 3. Make the following entries: 12

13 Field name General Data r action and values Visit Report Comment Location Baden Baden Any location Start Date <DATE> Check the date. Time From/To Category Importance Status References <TIME> Customer Visit Very high Completed The time is determined automatically and scheduled with the current time. 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 was successful. The customer wants detailed information on the product. Enter a short note to provide all necessary internal information. 4. Choose Save and Back to navigate back to the BP Visit with Prod.: Visit according to campaign. 5. Create a follow-up task. Choose More Follow-Up Task: BP Task. 6. Make the following entries: Field name r action and values Comment General Data Product Management Information Due Date <DATE> Enter a timeframe of some days. Start Date <DATE> Check the date. Importance High Notes Text Type: Note Call Product Management Enter a short note. 7. Choose Save and Back. 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. 13

14 4.6 Creating Outgoing Call to Customer and Follow-Up Opportunity 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. 1. Log on to the CRM WebClient UI as sales employee. 2. Access the activity choosing the following navigation option: SAP CRM WebClient menu Home 3. In the area My Open Tasks, click the task with : 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 link Visit according to campaign in the Transaction History assignment block. 7. Create a follow-up activity for the outgoing call. Choose More Follow-Up Interaction Log: BP Interaction Log. Partners are copied to the new activity. If there is more than one contact person maintained in the preceding document, you have to select the relevant one for the call. 8. Make the following entries: Field name General Data r action and values Call outgoing Comment Location St. Leon Rot Any Location Start Date <DATE> Check the date. Time From/To Category Direction Importance Status <TIME> Telephone call Outbound High Completed The time is determined automatically and scheduled with the current time. 9. Choose Save and Back. 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 activity Visit according to campaign is error-free. 14

15 11. Optional (only if you entered a product in the activity journal): Enter a quantity for the product in the dialog box. 12. Select a <CONTACT> and click Choose. 13. Enter a Closing Date. 14. Choose Save and Back. Result An opportunity has been created for the customer. To process the opportunity, follow the business process procedure for Opportunity Management. 5 FOLLOW-UP PROCESS 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 referenced scenario, using the master data from this document. In this case an opportunity that was created within Activity Management can be further processed. Complete all activities described in the Business Process Documentation of the scenario Opportunity Management (C63). 6 REPORTING This section describes which reports exist for Activity Management and briefly describes the content of the reports. For an overview of how to navigate within the reports, refer to the Business Process Documentation (r Guide) of the relevant Analytics scenario (Interactive Reporting or BI Reporting). Which reports you will be able to view depends on which Analytics scenario you have implemented. 6.1 CRM Interactive Reporting The sales manager has the possibility to check the open activities of her sales organization. 1. Log on to the CRM WebClient r Interface with either the sales manager or the sales employee user. This will affect the data you see: The sales manager can see the data of the whole team, the sales employee only his/her own. 2. Access the activity choosing the following navigation option: SAP CRM WebClient menu 3. Choose Accounts with Open Activities. Reports 4. This report provides a list with the account names and the number of open activities. You can branch to each individual account for further analysis. Result The sales manager/employee has checked the open activities and tasks. 15

16 6.2 BI Reporting Opening the reports from the WebClient UI is only possible if you have carried out all the 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 role I15_03U. In this business user role you will find a broad range of BI reports for all areas. 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 report you 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. 16