SAP CRM 7.00 December 2010 English
CRM Lean Campaign Management (C22) Building Block Configuration Guide
SAP AG Dietmar-Hopp-Allee 16 69190 Walldorf Germany
SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide
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.
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide
Contents 1 Purpose..............................................................................................................................6 2 Preparation.........................................................................................................................6 .2.1 Prerequisites...............................................................................................................6 .2.2 SAP Notes..................................................................................................................6 3 Configuration......................................................................................................................7 .3.1 Basic Campaign Configuration....................................................................................7 3.1.1 Defining Objectives...............................................................................................7 3.1.2 Defining Tactics.....................................................................................................7 3.1.3 Defining Campaign Types/Objectives/Tactics.......................................................8 3.1.4 Maintaining Sender Addresses for E-Mail.............................................................9 3.1.5 Maintaining Product Hierarchies for Campaign...................................................10 3.1.6 Defining Types for Marketing Plan......................................................................10 .3.2 Marketing Calendar...................................................................................................11 3.2.1 Assigning Graphic Profile for Marketing Calendar...............................................11 3.2.2 Define Target Systems (ERP, BI, SEM, cPro).....................................................12 .3.3 Campaign Execution.................................................................................................13 3.3.1 Defining Partner Determination Procedure..........................................................13 3.3.2 Maintaining Organizational Data Profile..............................................................14 3.3.3 Defining Transaction Type for Marketing Activities..............................................15 3.3.4 Interaction Object Definition................................................................................16 .3.3.4.1 Defining Name of Interaction Object in Applications.................................16 .3.3.4.2 Activating Interaction Object in Applications.............................................17 .3.3.4.3 Defining Follow-Up Transaction Types for Interaction Object ..................17 3.3.5 Communication Strategy Definition.....................................................................18 .3.3.5.1 Defining File Export Variant......................................................................18 .3.3.5.2 Defining File Storage Location..................................................................19 .3.3.5.3 Defining Communication Medium.............................................................20 3.3.6 Mail Forms...........................................................................................................21 .3.3.6.1 Creating Survey URL................................................................................21 .3.3.6.2 Maintaining Mail Forms.............................................................................23 .3.3.6.3 Creating E-Mail Account for Business Partner..........................................26 .3.4 External List Management........................................................................................27 3.4.1 Defining Workflow for External List Management................................................27 3.4.2 Defining List Type................................................................................................28 3.4.3 Defining List Origin..............................................................................................29 3.4.4 Defining Upload File............................................................................................30 3.4.5 Maintaining Mapping Format for External Lists...................................................31
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide 3.4.6 Activating Checks (Optional)...............................................................................33
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide
Configuration Guide 1
Purpose
This configuration guide provides the information you need to set up the configuration of this building block manually.
2
Preparation
.2.1 Prerequisites Before starting with the installation of this building block, please see the document Quick Guide to Installing SAP Best Practices for CRM. The execution of campaigns via call lists requires the installation of the building block CRM Interaction Center (C78).
.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 (http://service.sap.com/notes). SAP Note
Component
Title
CRM System 697572
CRM-MKT-SEG-TGR
Additional information about the Segment Builder
The following notes contain information regarding the sending of e-mails from SAP system. Refer to these notes if you experience problems with the sending of mails from campaigns. SAP Note
Component
Title
CRM System 455140
© SAP AG
BC-SRV-COM
Configuration of e-mail, fax, paging or SMS using SMTP
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide
3
Configuration
.3.1 Basic Campaign Configuration 3.1.1
Defining Objectives
Use In this activity, you can define objectives for campaigns and campaign elements. The values that you define here can be selected from the input help for the objective field. This field is located on the Basic Data tab page in the Marketing Planner. The objective is an optional criterion (together with the campaign type and priority, for example) by which evaluations of the success of a campaign can as well be run in the Business Information Warehouse.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → Basic Data → Define Objectives
2. In the CRM Marketing Planning: Objectives view maintain the following data: Objective
Description (EN)
Description (DE)
Y002
Brand Awareness
Markenbewusstsein
Y003
Customer Acquisition
Kundenakquisition
Y004
Increase consumer awareness
Erhöhung des Kundenbewusstseins
Y005
Customer Retention
Kundenbindung
Y006
Product Information
Produktinformation
Y007
Lead Generation
Leadgenerierung
Result New objectives for campaigns an5d campaign elements have been defined.
3.1.2
Defining Tactics
Use In this activity, you define the tactics for campaigns and campaign elements or trade promotions and trade promotion elements. The values that you define here are then shown in the input help for the Tactic field. You can find this field on the Basic Data tab page. In case you evaluate the campaign or trade promotion in the Business Information Warehouse, you can use this field to report on the effectiveness of these tactics.
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → Basic Data → Define Tactics
2. In the CRM Marketing Planning: Tactics view maintain the following data: Tactic
Description (EN)
Description (DE)
Y002
Multiple strategies
Mehrfachstrategien
Y003
Product Presentation
Produktpräsentation
Y004
Trade Show
Verkaufsveranstaltung
Result Some new tactics for campaigns and campaign elements or trade promotions and trade promotion elements have been defined.
3.1.3
Defining Campaign Types/Objectives/Tactics
Use Campaign types are a feature in the Marketing Planner and are used to help categorize individual campaigns or trade promotions (for example, telephone or e-mail campaigns). The campaign type is one of the attributes of a campaign which can be used to compare the success rate of different campaigns. There are no restrictions to the number or category of campaign types you may define. In the Marketing Planner, they can be selected in the field Campaign Type on the tab page Basic Data. You can also create and assign objectives specifically for a predefined campaign type and/or create pairs of objectives and tactics for this campaign type. These must first be defined under Define Objectives and Define Tactics respectively.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → Basic Data → Define Types/Objectives/Tactics
2. Choose New Entries: Field name
User action and values
Type
Y002
(Description)
EN: Product Promotion DE: Produkt-Promotion
Category
Campaign
Campaign Specific Attributes Coupon
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No coupon
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide 3. Save your entries. 4. Select the newly created campaign type Y002 and assign the following combination of objectives and tactics to this type on the views Types / Objectives and Types / Objectives / Tactics : Campaign Type
Objective
Description
Tactic
Description
Y002
Y002
Brand Awareness
Y003
Product Presentation
Y004
Trade Show
Y002
Y003
Customer Acquisition
Y002
Y004
Increase consumer awareness
Y002
Y005
Customer Retention
Y002
Y006
Product Information
Y002
Y007
Lead Generation
Result A new campaign type has been created and maintained for Marketing Plans.
3.1.4
Maintaining Sender Addresses for E-Mail
Use In this activity, you enter the e-mail address that is to appear as the sender's address for the recipients of a marketing e-mail. You need to make this setting if you are planning an e-mail marketing campaign. In the Marketing Planner, you enter this address on tab page Channels for the marketing element to which the target group is assigned. In addition to a sender address, you can also enter an address that is to appear as the reply address in the e-mail. This enables you to specify two separate addresses where needed.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → Personalized Mail → Maintain Sender Addresses for E-Mail
2. Choose New Entries (F5). 3. Enter the following values for the new mail address: Ident
Mail Address
Reply
YMKT_ADR
[email protected] (e.g.
[email protected])
Marketing Department
4. Choose Save (Ctrl+S).
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide
Result` You have defined the e-mail address that is to appear as the sender's address for the recipients of a marketing e-mail.
3.1.5
Maintaining Product Hierarchies for Campaign
Use In this activity you select the product hierarchies used to assign products to campaigns, campaigns or campaign elements.
Proced
ure
1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Account Planning → Product Assignments → Assign Product Hierarchies
2. (a) If the CRM client is integrated with SAP ERP, no changes or additional entries are required. (b) If the CRM client is set up as a CRM standalone client, the following entry is required: Hier. Use
Hierarchy
01 Product Hierarchy 1
YBPCRMPROD
3. Save your entries.
3.1.6
Defining Types for Marketing Plan
Use With SAP CRM 7.0, a marketing type is required for the creation of a marketing plan. You can also create and assign objectives specifically for a predefined marketing type and/or create pairs of objectives and tactics for this marketing plan type. These settings need to be defined under Define Objectives and Define Tactics respectively.
Procedure 1. Access the activity using the following navigation options:; Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → Basic Data → Define Types/Objectives/Tactics
2. Highlight the entry Y002 and choose Copy As. 3. Enter the following data and save your entries: Field name
User action and values
Type
Y003
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide Field name
User action and values
Description
EN: Marketing Promotion DE: Marketing Promotion
Category
Marketing Plan
4. Choose copy all and save your entries.
Result A new type for a Marketing Plan has been created.
.3.2 Marketing Calendar Use The marketing calendar is designed to act as a central entry point and to provide a working area that gives you an overview of all promotional events within a certain time range, providing basic information, such as the name of the promotion, status and time range in the form of bars. It also allows you to create new promotions or campaigns by creating a bar directly in the appropriate time range and to reschedule any of your planned activities by moving or stretching this bar. You can also delete the activity or copy it elsewhere.
3.2.1
Assigning Graphic Profile for Marketing Calendar
Use In this activity you enter all of the graphic profiles that you wish to make available in the user settings for the marketing calendar. You must make an entry here before you use the calendar. The profile defines how the calendar is displayed, for example, the colors, shapes and so on. You can also decide on the color for each campaign type (type view) and for each status (status view) for every graphic profile. Default: There are four standard graphic profiles: •
The first three profiles are color profiles and use color as the differentiating factor.
•
Profiles 1 and 2 use the whole color palette.
•
The third profile does not use the color green.
•
The fourth profile uses templates to differentiate between the different graphic elements.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → Marketing Calendar → Assign Graphic Profile for Marketing Calendar
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide 2. Highlight the following graphic profile: Graphics ID
Bar Profile
1
All Colors - Profile 1
3. In order to maintain specific colors for different campaign types select view Campaign Types and assign the colors accordingly by choosing New Entries. GraphicsID
(Campaign) Type
(Layer) Type
1
0001
03
1
Y002
12
All colors are already assigned to different statuses.
Result Now you have successfully assigned the graphic profiles for the relevant campaign types to the marketing calendar.
3.2.2
Define Target Systems (ERP, BI, SEM, cPro)
Use In this activity you define the RFC destination
n to your SAP BW and SAP SEM system.
You have to maintain RFC destinations even in case no SAP BW or SAP SEM system is used.
Procedure 1. Access the activity using the following navigation options:
2.
Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → System Landscape → Define Target Systems (ERP, BI, SEM, cPro)
Enter RFC destinations for the identifications MKTPLBW and MKTPLSEM as follows:
•
SAP BW is used but SAP SEM is not used: Assign the RFC destination to the SAP BW system to both identifications.
•
No SAP BW and no SAP SEM is used: In this case you still have to enter an RFC destination because an entry is mandatory. Create a dummy RFC destination with connection type “3” using transaction code SM59 and assign this RFC destination to both identifications.
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide
.3.3 Campaign Execution 3.3.1
Defining Partner Determination Procedure
Use In this activity, you define partner determination procedures that the system uses to automatically enter partners in business transactions. The partner functions and access sequences you have defined are brought together here. When you define a new procedure, you assign it to a transaction category or an item object type, and enter required and mandatory partner functions. These are the partner functions the system looks for in transactions. You maintain settings for each partner function, and list which functions are displayed in the transaction document header. When you later assign this procedure to a 9 transaction type or an item category, the settings you make here are valid in transactions of that type or for items of that category.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Basic Functions → Partner Processing → Define Partner Determination Procedure
2. Highlight standard procedure 00000002 Business Activities and use it as copy template for the new procedure Y0000040 Marketing Activities (with all dependent entries). 3. Highlight the new procedure Y0000040 Marketing Activities and choose view Partner Functions in Procedure. 4. Choose New Entries and add a new partner function with the following data: Field name
User action and values
PartnerDetProc
Y0000040 Marketing Activities
Partner Function
00000014 Employee Responsible (CRM)
General Changeable (if…) No. of Occurrences (Lowest)
1
No. of Occurrences (Highest)
1
Default Values Calendar maintenance Address Changeable addr. Partner Determination Access sequence
0008 Preceding Document -> User
5. Delete partner function 00000022 Person Responsible (CRM). 6. Choose view User Interface Settings and make the following entries for the new procedure Y0000040 Marketing Activities at Header Screen: Field name
User action and values
Partner Function1
00000009 Activity Partner (CRM)
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide Field name
User action and values
Partner Function2
00000015 Contact Person (CRM)
Partner Function3
00000014 Employee Responsible (CRM)
7. Save your entries.
3.3.2
Maintaining Organizational Data Profile
Use The purpose of this activity is to create a new organization determination profile that allows you to determine the responsible organizational unit by means of the assignment of the respective system user, which creates a business transaction, in the organizational model.
Prerequisites The organizational model has been created and all persons creating business transactions in the CRM system are assigned to an organizational unit - either as user or as business partners with an assigned user. The standard organizational determination rule 10000194 – User orgunit exists in the CRM system.
Procedure 1. Access the activity using one of the following navigation options: Transaction code
CRMC_ORGPROF
SAP CRM IMG menu
Customer Relationship Management → Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles Maintain Organizational Data Profile
2. To create the new organizational data determination profile Y00000000001 perform the following steps: 3. Choose New Entries and enter 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). Field
Entry
Profile
Y00000000001 BP Sales Org. Data Profile - Country/Reg (EN) BP VK Org. Datenprofil - Land/Region (DE)
Scenario
Sales
Determination Rules Organizational Model Determin. Rule
10000166 (Det. acc. to partner attr. (Reg, country))
Responsibilities Determin. Rule
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide Field
Entry
Mandatory Sales Organization Distribution Channel Sales Office 4. Choose Save and select a customizing request if required.
Result A new organizational data determination profile has been created, ready to be assigned to one or more CRM business transactions.
3.3.3
Defining Transaction Type for Marketing Activities
Use 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. A transaction type is assigned to one or several business transaction categories (for example, activity, sales). The business transaction category determines the business context in which the transaction type can be used (for example, service, sales, activity). This means that one business transaction category is the leading business transaction category. This category is not related hierarchically to other business transaction categories, but represents a preference. A sales transaction with business activity data would, for example, be more likely to have 'sales' as leading business transaction category than 'business activity'. The purpose of this activity is to reduce and adapt the required transaction types. When sending marketing e-mails to a group of customers containing in a target group the intention is to capture this information as an outbound marketing activity. Furthermore the business procedure requires a separate inbound activity in case the customer declines the trade show participation. In this case, the marketing activity Outbound E-Mail has to be created as new transaction type.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types
2. Choose New Entries and enter the following values: Field name
User action and values
Transaction Type
Y005 BP MKT Outb. E-Mail (EN) BP MKT Ausg. E-Mail (DE)
General
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide Field name
User action and values
Description
BP Outbound Marketing E-Mail (EN) BP Ausgehende Marketing E-Mail (DE)
Leading Transaction Category
BUS2000126 Business Activity
Commitment Date
Commitment Date is not calculated
Profiles Text Det. Procedure
ACT00003
Partner Determ.Proc.
Y0000040
Status Profile
CRMACTIV
Org. Data Prof.
Y00000000001
Partner Function ORG
0006 Activity Partner
Date Profile
000000000002
Transaction Numbering No.Range Object
CRM_ACTIVI
Int.No.Range No
01
3. Choose view Assignment of Business Transaction Categories and highlight transaction category Business Activity for this transaction type. 4. Choose view Customizing header and maintain the following data: Field name
User action and values
General Category
E-Mail
Default Data Priority
Medium
Goal
Arouse Interest
Direction
Outbound
5. Save your entries.
3.3.4 .3.3.4.1
Interaction Object Definition Defining Name of Interaction Object in Applications
In this activity, you define the name of the interaction object in your application. You should enter this name for every language you use. This name (for example, campaign contact) is displayed when maintaining the interaction object in applications (for example, activities, Interaction Center). If you do not enter a name here, the name Interaction Object is used by default.
Procedure 1. Access the activity using the following navigation options:
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Basic Functions → Interaction Object → Define Name of Interaction Object in Applications
2. Choose New Entries and maintain the following values: Field name
User action and values
Scenario
CRM Marketing Mass Campaigns
Name
Campaign Contact
3. Save your entries.
.3.3.4.2
Activating Interaction Object in Applications
In this activity you define all applications in which you can use the interaction objects.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Basic Functions → Interaction Object → Activate Interaction Object in Applications
2. Choose New Entries and maintain the following values: Appl.
Actv.
Fact Sheet Activities / Account and Contact Management Interaction Center WinClient Interaction Center WebClient 3. Save your entries.
.3.3.4.3
Defining Follow-Up Transaction Types for Interaction Object
In this activity, you define which business transactions can be used in the document flow as follow-up transactions for interaction objects (IO). To do this, first add the transaction type you require. Only the documents that belong to the transaction types can be generated as successors to the IO (in application Activities). In the second stage of customizing, you define how the business partner of the interaction object is transferred to the follow-up transaction. Because the IO, unlike business transactions such as the activity, does not possess any partner functions, the usual copy control by the partner functions cannot be used. For this reason, you must define how business partners of type Person or Organization are transferred to the partner functions of the follow-up documents. Both B2B and B2C scenarios are taken into consideration.
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Basic Functions → Interaction Object → Define Follow-Up Transaction Types for Interaction Object
2. Choose New Entries and maintain the following combination of Follow-Up Transaction Type, Business Partner Type and Partner Functions: Tgt Trans. Type
BP Type ID
Function
ACTI
01
00000009 (Activity Partner) 00000015 (Contact Person)
Y010
02
00000009 (Activity Partner)
03
00000009 (Activity Partner)
04
00000015 (Contact Person)
01
00000009 (Activity Partner)
02
00000009 (Activity Partner)
03
00000009 (Activity Partner)
04
00000009 (Activity Partner)
3. Save your entries.
Result You have successfully defined follow-up transaction types for interaction objects.
3.3.5 .3.3.5.1
Communication Strategy Definition Defining File Export Variant
Use In this activity, you define the export variants for the file export in the campaign execution. The export variant determines which format the file to be exported will have, which format parameters need to be considered, and whether the file should be assigned to the campaign or not. By default, XML, and CSV formats are supported. The file export variants defined here are assigned to a communication medium in the activity Defining Communication Medium.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → Campaign
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide Execution → Define File Export Variants 2. Choose New Entries and maintain the following data: Field name
User action and values
Variant ID
Y001
Format
CSV
Assignment
Assign as Attachment (If you select No Assignment you need to define a storage location for the file in addition in the following activity)
Extension
CSV
Description
Open channel BP address file
3. Select the new file export variant and choose view Settings. 4. Choose New Entries and enter the following values: Format Parameter
Parameter Value
ESCAPE
‘’
HEADER_ROW
X
SEPARATOR
;
5. Save your entries.
.3.3.5.2
Defining File Storage Location
Use The address file for business partners that is generated via the campaign execution can be assigned directly to the campaign or stored on a file server. For storage on a file server, you have to define specific settings.
Procedure 1. Access the activity using the following navigation option: CRM Transaction code
FILE
2. Confirm the Information message. 3. Select the logical file path MARKETING_FILES. 4. From the dialog structure double-click on entry Assignment of Physical Paths to Logical Path. 5. Select your operating system (e.g. WINDOWS NT) and choose Details (Ctrl+Shift+F2). 6. Enter the file path in the field Physical path (for SAP BP CRM use C:\temp\). Choose the F1 help of this field for more details. In the file path folder, which is defined here, all marketing files which are generated automatically (e.g., during a campaign execution) are stored. 7. Choose Save and select a workbench request if necessary.
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide
.3.3.5.3
Defining Communication Medium
Use In this activity you specify communication media (in effect communication strategies consisting of one or more different media) by which you intend to contact business partners within a marketing campaign. You enter the communication medium in the Marketing Planner under Channels. The attributes of each communication medium can be transferred to the Business Information Warehouse for evaluation. Background Each communication medium consists of one or more communication methods together with a priority that you assign to a communication method. If you want to trigger business transactions (activities for example) then on the same screen, assign a business transaction type (defined in customizing) to the relevant communication method.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG
Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → Campaign Execution → Define Communication Medium
2. Choose New Entries in order to create a new communication medium using the following data: Field name
User action and values
Medium
Y002
Communication Medium
E-mail with activity creation (EN) E-Mail mit Aktivitätengenerierung (DE)
On view Communication Methods and Transaction Types: Priority
1
Communication Method
Internet mail (SMTP)
Trans.Type
Y005
Category
Internet Mail
3. Create a second communication medium with the following data: Field name
User action and values
Medium
Y004
Communication Medium
Open Channel - Address Data File Export (EN) Offener Kanal - Datei-Export Adressdaten (DE)
On view Communication Methods and Transaction Types: Priority
1
Communication Method
File Export
Transaction Type Category
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide On view Assign File Export Variant: Variant ID
Open channel BP address file
4. Save your entries.
Result Now you have created two new communication channels: •
E-mail execution that generates marketing outbound activities in parallel to the e-mail sending process itself.
•
Open channel execution that generates and export file with address data. This file can be used as an input file for letter generation.
3.3.6 .3.3.6.1
Mail Forms Creating Survey URL
Use A URL for a questionnaire can be, for example, added as hyperlink to e-mails which are sent when executing a campaign to gain further information from the addressed customers.
Prerequisites A questionnaire which the customer shall use to, for example, request additional information on a product, has already been created or imported in the CRM system. In our case, you can import the predefined SAP Best Practices example questionnaire that is relevant for you from the directory Misc of the SAP Best Practices documentation CD: •
BP_INFORMATION_EN:
Questionnaire (English version)
•
BP_INFORMATION_DE:
Questionnaire (German version)
•
BP_INFORMATION_ES:
Questionnaire (Spanish version)
•
BP_INFORMATION_FR:
Questionnaire (French version)
•
BP_INFORMATION_PT:
Questionnaire (Portuguese version)
•
BP_INFORMATION_RU:
Questionnaire (Russian version)
•
BP_INFORMATION_ZH:
Questionnaire (Chinese version)
•
BP_INFORMATION_CS:
Questionnaire (Czech version)
•
BP_INFORMATION_IT:
Questionnaire (Italian version)
•
BP_INFORMATION_NL:
Questionnaire (Dutch version)
•
BP_INFORMATION_PL:
Questionnaire (Polish version)
•
BP_INFORMATION_TR:
Questionnaire (Turkish version)
•
BP_INFORMATION_DA:
Questionnaire (Danish version)
•
BP_INFORMATION_FI:
Questionnaire (Finnish version)
•
BP_INFORMATION_JA:
Questionnaire (Japanese version)
•
BP_INFORMATION_NO:
Questionnaire (Norwegian version)
© SAP AG
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SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide •
BP_INFORMATION_SV:
Questionnaire (Swedish version)
•
BP_INFORMATION_HE:
Questionnaire (Hebrew version)
•
BP_INFORMATION_KO:
Questionnaire (Korean version)
•
BP_INFORMATION_HU:
Questionnaire (Hungarian version)
•
BP_INFORMATION_RO:
Questionnaire (Romanian version)
For further details concerning questionnaire maintenance, see the configuration guide of building block C31 – CRM Activity Management, section Defining Questionnaires.
Procedure Access the activity using one of the following navigation options: Transaction code
CRM_SURVEY_SUITE
SAP CRM IMG menu
Customer Relationship Management → Transactions → Settings for Leads → Questionnaires for Leads → Define Questionnaires
Creating XML Parameter File for CRM system 1. From the application toolbar, choose Survey Repository. 2. Open the tree structure Survey Repository Parameter XMLs bsp. 3. Select the standard parameter file CRM_SVY_BSP_SYSTEMPARAM.XML with doubleclick and choose Export (F8). 4. Rename the file, for example, to: CRM_SVY_BSP_SYSTEMPARAM__.XML. 5. Save the file to your local PC. 6. Open the XML file with a suitable editor tool. 7. Maintain the following coding, entering your host server, port, and client:
