CRM Complaints. Contents

Transcription

1 CRM Complaints Contents CRM Complaints: Configuration Guide Purpose Preparation Prerequisites SAP Notes Configuration Business Process Configuration Service Process Transactions Preparatory Settings Defining Partner Determination Defining Date Profile Transaction Settings (SAP CRM) Defining Transaction Type for Complaints Maintaining Item Category Defining Item Category Determination Defining Copy Control for Item Category Transaction Settings (SAP ECC) Defining Sales Document Type (SAP ECC) Checking Partner Determination (SAP ECC) Defining Item Category for Sales Items (SAP ECC) Defining Item Category Usage (SAP ECC) Defining Item Category Determination (SAP ECC) Specifying Copy Control for Deliveries (SAP ECC) Billing Settings Assigning Item Category for Billing Defining Condition Determination of Sales Items...14

2 CRM Complaints: Configuration Guide 1 Purpose This configuration guide provides the information you need to set up the configuration of this building block manually. Please be aware that the content of this guide is based on CRM 5.0, SP04. 2 Preparation 2.1 Prerequisites The building block CRM Complaints contains the configuration which is basic for a CRM Complaints and Returns scenario - for back office or Interaction Center purposes. In case of using an ECC system as back-end system please make sure that you have successfully set up the relevant sections of the following building blocks: B01 - CRM Generation C71 - CRM Connectivity B09 - CRM Customizing Replication C03 - CRM Master and Transaction Data Replication Before starting with the installation of a Complaint scenario using building block CRM Complaints please make sure that you have successfully set up the relevant sections of the following building blocks: C01 - CRM Organizational Model C10 - CRM Central Master Data C13 - CRM Service Master Data C26 - CRM Service 2.2 SAP Notes Before you begin the installation and configuration, read the relevant SAP Notes. These SAP Notes contain important information for installation and configuration, and also corrections concerning this building block. Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP Notes on the SAP Service Marketplace ( or in SAPNet. SAP Note # Component Description (Currently there are no relevant Notes for this building block.)

3 3 Configuration 3.1 Business Process Configuration Service Process Transactions Preparatory Settings Defining Partner Determination The purpose of this activity is to define partner determination procedures which the system uses to automatically enter partners in business transactions. The partner functions and access sequences you defined before were combined here. 1. To carry out the activity, choose one of the following navigation options: SAP CRM Transaction code IMG Path Defining Partner Determination Customer Relationship Management Basic Functions Partner Processing Define Partner Determination 2. Highlight the standard determination procedure for complaints (Complaint) and choose Copy As. 3. Maintain the following values: When creating new data manually (not using the BC-Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE). Description Field Entry Y BP Complaint (EN); BP Reklamation (DE) 4. Choose Enter. 5. On screen Specify object to be copied choose copy all. 6. Confirm the following message. 7. Highlight the new procedure and double-click on node Partner Functions in. 8. Highlight function Employee Responsible (CRM) and choose Details. 9. Maintain the following values: Partner Determination Access sequence Field Entry 1001 Business Partner Relationships: Sold-To Party 10. Save your entries. Result A new partner determination procedure was defined.

4 Defining Date Profile The date profile controls which date types, durations, reference objects and date rules can be used in a specific transaction type or item category. Depending on the date profile, you also define the characteristics for date types and durations (for example, time unit, reference object, duration, date rule) in this activity. The assigned date profile does not contain the necessary date type. In order to pre-assign values for requested schedule lines, the requested delivery date should be maintained in the header. The assigned date profile COMPLAINT (which is assigned to transaction type YCOM) must contain the necessary date type REQ_DLV_DATE. 1. To carry out the activity, choose one of the following navigation options: SAP CRM Transaction code IMG Menu Defining Date Profile Customer Relationship Management Basic Functions Date Management Define Date Profile 2. Select and highlight date profile COMPLAINT (Standard Dates for Complaints) and choose Copy As. 3. Maintain the following values: When creating new data manually (not using the BC-Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE). Date Profile Name Field Entry Y_COMPLAINT BP Dates for Complaints (EN) BP Termine für Reklamationen (DE) 4. Choose Enter. 5. In dialog box Specify object to be copied choose copy all, then choose Continue. 6. Highlight the newly created date profile and double-click on view Date Types. 7. Choose New Entries and maintain the following data: Field Entry Date Types Date Type REQ_DLV_DATE Rqstd Delivery Date Proposal Order Hdr Default Values for Manual Entry Reference obj. System 8. Save your entries and choose Back. 9. Select and highlight date type SRV_CUST_END (Requested End) and choose Details. 10. Maintain the following values: Date Rule Date Rule Field Entry SRV0002 Start + 3 Days

5 11. Save your entries. The rules are also language dependent. If you are not able to select date rule SRV0002 Start + 3 Days please login to the system in German language and perform the necessary step as mentioned above Transaction Settings (SAP CRM) Defining Transaction Type for Complaints A transaction type defines the properties and characteristics of a business transaction (for example, sales order, service request, sales call), and defines the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile). A transaction type controls the processing of a specific business transaction. For creating a transaction type for complaints copy the standard transaction type CRMC SAP Complaints. Keep all the standard settings from the standard transaction type CRMC as default settings only the settings listed below will be changed. 1. To carry out the activity, choose one of the following navigation options: SAP CRM Transaction code IMG Path Defining Transaction Type for Complaints Customer Relationship Management Transactions Basic Settings Define Transaction Types 2. Select transaction type CRMC (SAP Complaints) and choose Copy As 3. For folder Definition of transaction types maintain only the following values (and keep the others unchanged): When creating new data manually (not using the BC-Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE). Trans. Type General Description Profiles Partner Determ.Proc. Org. Data Prof. Date Profile Entry YCOM BP Complaint BP Complaint (EN); BP Reklamationen (DE) Y (BP Complaint) Y (BP Service Org. Data Profile (Header)) Y_COMPLAINT (BP Dates for Complaints) 4. Save your entries and choose a customizing request if required. Result The new transaction type for complaints is defined.

6 Maintaining Item Category For the creation of complaint items, copy the standard item category COMP - Complaints. Take over all settings from the standard item category for the copied item category. Adapt only the settings listed below. 1. To carry out the activity, choose one of the following navigation options: SAP CRM Transaction code IMG Path Maintaining Item Category Customer Relationship Management Transactions Basic Settings Define Item Categories 2. Select item category COMP - Complaints and choose Details. 3. Maintain the values as shown in the following table: Profiles Date Profile Entry BP Dates for Complaints (Y_COMPLAINT) 4. Choose Save. 5. Choose a customizing request if required. Result A new profile has been assigned to item category COMP Defining Item Category Determination The purpose of this activity is to define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. There are a maximum of three alternative item categories possible. 1. To carry out the activity, choose one of the following navigation options: SAP CRM Transaction code IMG Path Defining Item Category Determination Customer Relationship Management Transactions Basic Settings Define Item Category Determination 2. On Change View Item Category Determination : Overview screen select and highlight all entries with transaction type CRMC. 3. Choose Copy As 4. On Change View Item Category Determination : Details of Selected Set screen just enter YCOM as transaction type and choose Enter. 5. Repeat this step until all data sets have been copied. 6. Save your entries.

7 7. On Change View Item Category Determination : Overview screen choose New Entries. 8. Maintain the values as shown in the following table: Value 1 Trans. Type YCOM (BP Complaints) Item Cat. Group NORM (Sales Item) Main item cat. COMP (Complaint Item) Item Category Determination Item Category COMP (Complaint Item) Alt. itm cat.1 REN (Returns Request) 9. Choose Save. 10. Choose a customizing request if required. 11. Choose Back twice. Result The new item category determination is defined Defining Copy Control for Item Category The purpose of this activity is to enable the system to determine existing service contracts for the business partner s complaint items. 1. To carry out the activity, choose one of the following navigation options: SAP CRM Transaction code IMG Path Defining Copy Control for Item Category Customer Relationship Management Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Item Categories 2. Choose New Entries. 3. Maintain the values as shown in the following tables: Entry Source Item Cat. YSCN (BP SLA Contract Item) Target item cat. COMP (Complaints) Copy Item Categories - General Control Data Copy conditions Do not copy conditions Generate prod.master data again 4. Choose Save. 5. Choose a customizing request if required. 6. Choose Back twice. Result The new copy control is defined.

8 The system can now determine existing service contracts Transaction Settings (SAP ECC) In order to enable the further processing of complaints, which have been created in a CRM system, in an ERP backend system, data needs to be transferred via CRM Middleware. Data from complaints is transferred to the individual ECC components as follows: CRM Documents Data Posted in ECC System ECC Component Return request Return item SAP Sales and Distribution Substitute delivery Sales order item SAP Sales and Distribution Other follow-on documents (debit/credit memos, actions, tasks) Billing for credit/debit Prerequisites No data transfer Accounts receivable (debit memo) or payable (credit memo) Revenue SAP Financial Accounting SAP Controlling In the CRM system you have defined the transaction types CRMC (Complaints) and YCOM (BP Complaints) for complaints and the item category REN for a return request. You did take care that the customizing settings in CRM (Sales) and ERP (Sales and Distribution) concerning transaction types etc. are matching Defining Sales Document Type (SAP ECC) The purpose of this activity is to define a corresponding sales document type for the transaction types CRMC and YCOM for complaints in the corresponding ECC backend system. The sales document types represent the different business transactions in Sales and perform a central controlling function for the entire sales order process. Prerequisites To define sales document types, you must make a large number of controlling specifications which are listed below. Be careful that the sales document types are not isolated but are always closely linked with delivery types and billing types. When defining sales document types, you must therefore take settings into account which are listed for deliveries and billing documents. 1. Access the activity using the following navigation options: SAP ECC Transaction Code IMG Menu Defining Sales Document Type (SAP ECC) VOV8 Sales and Distribution Sales Sales Documents Sales Document Header Define Sales Document Types 2. Choose New Entries.

9 3. Enter the following data: When creating new data manually for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE). Sales document type SD document categ. Number Systems Field Entry YCOM BP CRM Complaint (EN); YCOM BP CRM Reklamation (DE) C No.range int.assgt. 01 No. range ext. assg. 02 Item no.increment 10 Sub-item increment 10 General Control Check division Probability 0 Output application Item division Read info record Transaction flow Screen sequence grp. Transaction group Doc. pric. procedure Display Range FCode for overv.scr. ProdAttr.messages Shipping Delivery type Billing Dlv-rel.billing type Order-rel.bill.type Intercomp.bill.type CndType line items Paymt guarant. proc. Paymt card plan type Checking group 2 (Error) V1 (Sales) AU (Sales Order) 0 (Order) A (Standard) UALL (All items) UER1 A (Dialog) LF (Outbound Delivery) F2 (Invoice) F2 (Invoice) IV (Intercompany Billing) EK02 (Calculated costs) 01 (Standard) 03 (Payment card) 01 (Standard) Requested delivery date/pricing date/purchase order date Propose deliv.date Contract Billing request 4. Save your entries. DR (Debit Memo Request)

10 5. Select a customizing request if required. Result With the new sales document type in the ECC system you are enabled to trigger further processing of complaints created before in the CRM system Checking Partner Determination (SAP ECC) The purpose of this activity is to define the rules how the automatic partner determination is to be carried out. Business partners are contained in both the customer master records and the sales and distribution documents. You define partner determination for each of these objects individually. Prerequisites Sales document type YCOM (BP CRM Complaint) has been created. 1. Access the activity using the following navigation options: SAP ECC Transaction Code IMG Menu Checking Partner Determination (SAP ECC) Sales and Distribution Basic Functions Partner Determination Set Up Partner Determination 2. In the Choose Activity screen choose activity Set Up Partner Determination for Sales Document Header. 3. On node Partner Determination s check if partner determination procedure TA (Standard order) has been created. 4. Double-click on node Partner Determination Assignment and highlight sales document type YCOM (BP CRM Complaint). 5. Maintain the following value: Sales Doc. Type Name Part.Det.Proc Name YCOM BP CRM Complaint TA Standard order 6. Save your entries. 7. Select a customizing request if required Defining Item Category for Sales Items (SAP ECC) Item categories, together with the sales document types, represent the different business transactions in the SAP system. 1. Access the activity using the following navigation options: SAP ECC Transaction Code Defining Item Category for Sales Items (SAP ECC)

11 IMG Menu Sales and Distribution Sales Sales Documents Sales Document Item Define Item Categories 2. Choose New Entries and maintain the following data to define two new item categories one after another: Item category Business Data When creating new data manually for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE). Field Entry YCOM BP Complaint Item (EN); YCOM BP Reklamationspos. (DE) COMP Complaint Item (EN); COMP Reklamationspos. (DE) Pricing X (Pricing standard) X (Pricing standard) Business Item Sched.Line Allowed Wght/Vol.Relevant Credit active Determine Cost Transaction Flow Screen Seq.Grp N (Item) N (Item) Bill of Material/Configuration Structure scope B (Explode multi-level bill of material) B (Explode multi-level bill of material) Application SD01 (Sales and Distribution) SD01 (Sales and Distribution) Param. effectivities 3. Save your entries. 4. Select a customizing request if required Defining Item Category Usage (SAP ECC) With this activity, you specify the item category usage which controls, for example, the system response if during document processing an item does not refer to a material but to a text item. 1. Access the activity using the following navigation options: SAP ECC Transaction Code IMG Menu Defining Item Category Usage (SAP ECC) Sales and Distribution Sales Sales Document Sales Document Item Define Item Category Usage 2. Choose New Entries and maintain the following entries:

12 When creating new data manually for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE). Usg. Description Field Entry RETR BP Returns Request (EN); BP Retourenanford. (DE) 3. Save your entry Defining Item Category Determination (SAP ECC) The purpose of this activity is to specify which item categories the system proposes during document processing for each sales document type and item category group. At the same time, you can specify additional item categories with which the system default can be overwritten. Prerequisites Sales document type YCOM has been created. 1. Access the activity using the following navigation options: SAP ECC Transaction Code IMG Menu Defining Item Category Determination (SAP ECC) Sales and Distribution Sales Sales Documents Sales Document Item Assign Item Categories 2. Choose New Entries and maintain the following five assignments one after another (button Next Entry): Field name Ass. 1 Ass. 2 Ass. 3 Ass. 4 Ass. 5 Sales Doc. Type YCOM YCOM YCOM YCOM YCOM Item cat.group NORM NORM NORM NORM Item usage YRET YRET ItemCat- HgLvItm YCOM YCOM YCOM Item category REN REN REN REN REN Manual item cat Manual item cat TANN YCOM 3. Save each assignment creation and choose Next Entry. 4. Select a customizing request if required.

13 Specifying Copy Control for Deliveries (SAP ECC) The purpose of this activity is to define control data for the document flow of deliveries concerning the new sales document type YCOM BP CRM Complaint. Prerequisites Sales document type YCOM has been created. 1. Access the activity using the following navigation options: SAP ECC Transaction Code IMG Menu Specifying Copy Control for Deliveries (SAP ECC) VTLA Logistics Execution Shipping Copying Control Specify Copy Control for Deliveries 2. Choose Display Change. 3. Choose Position and select the following combination: Delivery type SalesDocType Entry LF (Outbound Delivery) OR (Standard order) 4. Highlight this entry and choose Copy As 5. Maintain the following entry: From SalesDoc Type Entry YCOM (BP CRM Complaint) 6. Choose Enter. 7. In dialog box Specify object to be copied choose copy all. 8. Confirm the information. 9. Highlight the new entry LF YCOM and double-click on view Item. 10. Choose Position and select item category RENN. 11. Highlight this entry and choose Copy As. 12. Maintain the following entry: Item category Entry REN (Standard Item) 13. Choose Enter. 14. Save your entries. 15. Select a customizing request if required. Result A new copy control has been defined for the document flow YCOM LF.

14 3.1.2 Billing Settings Assigning Item Category for Billing The purpose of this activity is to assign a combination of the business transaction type (that is, process type of the source application) and the item category of the relevant CRM business transaction to an item category in CRM Billing. Prerequisites The relevant CRM billing item categories have been defined. 1. Access the activity using the following navigation options: SAP CRM Transaction Code IMG Menu Assigning Item Category for Billing BEA_ITC_DET Customer Relationship Management Billing Item Category Determination Assign Item Categories 2. Highlight CRMB and choose Copy to select CRM Billing as Billing Engine Application. 3. Choose New Entries and enter the following data (using the input help): Source Process Cat. Source Item Category Billing Itm Category YCOM G2N G2N YCOM L2N L2N 4. Save your entries Defining Condition Determination of Sales Items You want to use products and prices for sales items in CRM complaints that have been replicated from ECC before. In addition you want to assign ECC price condition types to the pricing procedure of the service requests/complaint (related to the sales item of the complaint). Therefore you have to relate the price condition types (originally coming from CRM or ECC) to the relevant pricing procedures using condition exclusion. There are two Notes dealing with the issue: and Prerequisites Pricing procedures are maintained in the CRM system (e.g., Y3SRVV) and the ECC system (e.g., ZVAJUS) Condition types are maintained in the CRM system (e.g., 0PR0) and the ECC system (e.g., PR00). PR00 has been downloaded from the ECC system (see installation guide of building block CRM Replication, section Replicating Conditions). Check whether condition tables A304 (CRM) and SAP304 (ECC) are filled correctly.

15 1. Access the activity using the following navigation options: SAP CRM Transaction Code IMG Menu Defining Condition Determination of Sales Items CRM Basic Functions Pricing Define Settings for Pricing Create Condition Exclusion 2. On the Choose Activity screen choose Condition Exclusion Groups: Condition Types. 3. Select CRM (Sales) as application / work area and choose Continue. 4. Choose New Entries, maintain the following values and choose Enter: When creating new data manually (not using the BC-Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE). Column Name ExGr Description Source System Column Entry YSER BP Excl. Grp. 0PR0 (EN) BP Ausschl.Gr. 0PR0 (DE) Source: CRM 5. Highlight the newly created exclusion group YSER and double-click on node Condition Types. 6. Choose New Entries, enter the following values and choose Enter: Column Name Cond. type Src. system Column Entry 0PR0 Source: CRM 7. Save your entries and choose Back. 8. Highlight the newly created exclusion group YSER and choose Copy As 9. Enter the following values and choose Enter: Column Name ExGr Description Source System Column Entry YSEV BP Excl. Grp. PR00 (EN) BP Ausschl.Gr. PR00 (DE) Source: CRM 10. Highlight the newly created exclusion group YSEV an double-click on node Condition Types. 11. Choose New Entries, enter the following values and choose Enter: Column Name Cond. type Src. system Column Entry PR00 Source: CRM 12. Save your entries and choose Back. 13. On the Choose Activity screen choose Condition Exclusion: Assignment. 14. Select CRM (Sales) as application / work area and choose Continue. 15. Highlight pricing procedure Y3SRVV and double-click on node Exclusion.

16 16. Choose New Entries, enter the following values and choose Enter: Column Name Seq.number 1 ConExcProc ConExcIGr1 ConExcIGr2 Source 17. Save your entries. Result Column Entry Exclusive YSEV YSER Source: CRM You can now use products and prices for sales items within the complaint document that have been replicated from ECC before. You can also assign ECC price condition types to the pricing procedure of the complaints.