C37 BB Lead Management Config Guide en De
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SAP CRM 7.00 December 2010 English
CRM Lead Management (C37) Building Block Configuration Guide
SAP AG Dietmar-Hopp-Allee 16 69190 Walldorf Germany
SAP Best Practices
CRM Lead Management (C37): 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 Lead Management (C37): Configuration Guide
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CRM Lead Management (C37): Configuration Guide
Contents 1 Purpose
5
2 Preparation
5
.2.1 Prerequisites
5
.2.2 SAP Note
5
3 Configuration .3.1 General Settings for Leads
6 6
3.1.1 Defining Lead Groups...........................................................................................6 3.1.2 Defining Lead Origins............................................................................................6 3.1.3 Defining Lead Priorities.........................................................................................7 .3.2 Basic Functions for Leads
8
3.2.1 Maintaining Organizational Data Profile................................................................8 .3.3 Transactions for Leads
9
3.3.1 Defining Transaction Type for Lead......................................................................9 3.3.2 Selecting Relevant Lead Transaction Types.......................................................10 3.3.3 Optional: Defining Number Range for Leads.......................................................10 3.3.4 Optional: Assigning New Number Range............................................................11 3.3.5 Defining Item Category Determination................................................................12 3.3.6 Optional: Rules-Based Lead Distribution.............................................................13 .3.3.6.1 Define Service Manager Profiles for Lead Distribution..............................13 .3.3.6.2 Adjust Repository for Lead Distribution.....................................................14 .3.3.6.3 Creating the Lead Distribution Rule Policy with Rule Folders...................17 .3.3.6.4 Creating Lead Distribution Rules with Conditions.....................................18 .3.3.6.5 Defining Actions for Lead Distribution Rules with Conditions....................20 .3.3.6.6 Checking and Releasing Lead Distribution Rules.....................................21 .3.3.6.7 Define Report Variant for Lead Distribution..............................................22 .3.3.6.8 Set up the Background Job for Lead Distribution......................................22 .3.4 Questionnaires for Leads
23
3.4.1 Defining Questionnaires......................................................................................23 3.4.2 Maintaining Survey Attributes..............................................................................28 3.4.3 Assigning Qualification Levels to Questionnaires................................................28 3.4.4 Defining Determination for Questionnaires..........................................................30 .3.5 Integration Lead Management Campaign Management
30
.3.6 Integration Lead Management Opportunity Management
31
3.6.1 SAP Workflow Settings for Lead Management....................................................31 .3.6.1.1 Activating the Workflow “Lead to Opportunity”..........................................31 .3.6.1.2 Changing the Workflow Template.............................................................33 3.6.2 Defining Copy Control from Lead to Opportunity.................................................34
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CRM Lead Management (C37): Configuration Guide
CRM Lead Management: 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.
.2.2 SAP Note 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
Area
Title
CRM System There are no additional SAP Notes relevant for this building block.
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3
CRM Lead Management (C37): Configuration Guide
Configuration
.3.1 General Settings for Leads 3.1.1
Defining Lead Groups
Use In this activity, you define the lead groups used for analysis purposes to classify leads into different types.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management Transactions Settings for Leads Define Lead Groups
2. The following lead groups must be defined: Lead Group
Description
Long name
Y008
EN: Internet Leads DE: Internet Leads
EN: Internet Leads DE: Internet Leads
Y009
EN: IC Leads DE: IC Leads
EN: IC Leads DE: IC Leads
Y010
EN: Manual Leads DE: Manuelle Leads
EN: Manual Leads DE: Manuelle Leads
Result New lead groups have been defined.
3.1.2
Defining Lead Origins
Use In this activity, you define the different origins that may be assigned to leads.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management Transactions Settings for Leads Define Lead Origins
2. The following new lead origins need to be defined:
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Origin
Description
Long name
Y06
EN: Internet DE: Internet
EN: Internet DE: Internet
Y07
EN: Incoming Call DE: Eingehender Anruf
EN: Incoming Call DE: Eingehender Anruf
Y08
EN: Call Center Agent DE: Call Center Agent
EN: Call Center Agent DE: Call Center Agent
Result Some new lead origins have been defined in addition.
3.1.3
Defining Lead Priorities
Use In this activity, you define the priorities that may be assigned to leads. These priorities serve as an additional means of classification, alongside qualification levels. These priorities are used for reporting purposes only and do not affect the order or manner in which leads are processed.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management Transactions Settings for Leads Define Lead Priorities
2. The following new lead priorities need to be created: Priority
Description
Long name
4
EN: Very High DE: Sehr hoch
EN: Very High DE: Sehr hoch
5
EN: High DE: Hoch
EN: High DE: Hoch
6
EN: Medium DE: Mittel
EN: Medium DE: Mittel
Result Additional lead priorities have been defined.
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.3.2 Basic Functions for Leads 3.2.1
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. If you want to determine the organizational data of your documents in a different way, you have to select another rule in the following steps. For example, if your sales organization is divided into several postal code areas you can enter rule 10000304 that determines the organizational data on basis of the attribute assigned to the organizational model. Later on you will assign this organizational profile to a CRM business transaction (maintenance of activities, opportunities or sales orders) where the organizational data should be found according to the system user logged on to the CRM system.
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.
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. In order to create the new organizational data determination profile Y00000000003 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
Y00000000003 BP Lead Org. Data Profile (EN); BP Lead Organisationsdatenprofil (DE)
Scenario
Sales
Determination Rules Organizational Model Determin.Rule
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10000166 - Det. acc. to partner attr. (Reg, country)
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Responsibilities Determin. Rule
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 Transactions for Leads 3.3.1
Defining Transaction Type for Lead
Use The purpose of this activity is to reduce and adapt the required transaction type for leads.
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. Select transaction type LEAD and choose Copy As... 3. On the Definition of Transaction Types screen make the following entries (for all other fields the default values can be taken): Field name
User action and values
Transaction Type
YLD - BP Lead
General Description
BP Lead
Profiles Partner Determ.Proc.
000000016
Org. Data Prof.
Y00000000003
4. Save your entries.
Result A new transaction type for leads has been defined.
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3.3.2
CRM Lead Management (C37): Configuration Guide
Selecting Relevant Lead Transaction Types
Use In this process, you deselect those transaction types for leads that you don’t want to use.
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. Set the following transaction types to inactive: Trans. Type
Description
Inactive
LDCP
Partner Lead
Inactive
LDPO
Channel Lead
Inactive
LEAD
Lead
Inactive
3. Save your entries.
Result Several standard transaction types for leads have been set to inactive.
3.3.3
Optional: Defining Number Range for Leads
Use You can define a new number range for leads that are created in the CRM system by choosing between internal and external number assignment. The default settings for leads (internal number assignment and interval) are sufficient for SAP Best Practices use. Only run this activity if you have specific requirements for numbering.
Procedure 1. Access the activity using one of the following navigation options: Transaction code
CRMC_NR_RA_LEADS
SAP CRM IMG menu
Customer Relationship Management Transactions Basic Settings Define Number Ranges
2. In the Choose Activity dialog box choose Number Range for Leads and choose Continue. 3. To create new number ranges for leads on the Number range lead CRM screen, choose Change intervals. 4. Choose Insert interval (Shift+F1). 5. In the Insert Interval dialog box enter, e.g., the following data and choose Insert:
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Field name
Value
No
02
From number
5000000
To number
5999999
Current number
0
Ext
6. Save your entries. 7. Confirm the information message.
Result A new number range for leads that are created in the CRM system has been created.
3.3.4
Optional: Assigning New Number Range
Use You can assign the new number range to the new lead transaction type.
The default settings for leads (internal number assignment and interval) are sufficient for SAP Best Practices use. Only run this activity if you have specific requirements for numbering.
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. Select the new transaction type YLD and choose Details. 3. In the Transaction Numbering screen area you can replace the assigned number range with the new one (using the input help): Field name
Value
Transaction Numbering Int.No.Range No
02
4. Save your entries and choose a customizing request if required.
Result The new number range has been assigned to the new lead transaction type.
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3.3.5
CRM Lead Management (C37): Configuration Guide
Defining Item Category Determination
Use In this process, you can 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.
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination
2. Select the following row and choose Copy As…: Trans. type
Desc. TransTyp
LEAD
Lead
ItmCtyGrp
Item usage
Main ItmCty
Desc. Itm cat.
Item Cat.
Desc. ItmCty
LEAD
Lead Item
Item Cat.
Desc. ItmCty
LEAD
Lead Item
3. Enter the following values and press Enter. Field name
Value
Transaction Typ
YLD (BP Lead)
Item Category
LEAD (Lead Item)
4. Select the following row and choose Copy As…: Trans. type
Desc. TransTyp
ItmCtyGrp
LEAD
Lead
Sales Item
Item usage
Main ItmCty
Desc. Itm cat.
5. Enter the following values and press Enter. Field name
Value
Transaction Typ
YLD (BP Lead)
Item Cat. Group
Sales Item
Item Category
LEAD (Lead Item)
6. Save your entries.
Result You have added your own transaction type to the Item Category Determination.
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3.3.6
CRM Lead Management (C37): Configuration Guide
Optional: Rules-Based Lead Distribution
Use The rules-based lead distribution uses the technology of the ERMS (E-mail response management system) rule engine and allows automatic and semi-automatic assignment of appropriate business partners within a lead. This lead distribution supplements the partner determination procedure. For the rule-based lead distribution, rules have to be defined previously, which consist of conditions and actions. The conditions determine the selection criteria and values to identify the affected leads while the actions accordingly perform the assignment of the appropriate business partners with the appropriate partner function. To enable the definition of lead distribution rules, the EMRS service DD_RE and the EMRS context DD_LEAD is provided within the SAP standard delivery.
.3.3.6.1
Define Service Manager Profiles for Lead Distribution
Use Service manager profiles determine which services are executed or performed and in what sequence when called by the service manager. A new service manager profile has to be defined for lead distribution in this IMG activity.
Procedure 1. Access the activity using the following navigation options: Transaction Code
SPRO
SAP CRM IMG Menu
Customer Relationship Management E-Mail Response Management System Service Manager Define Service Manager Profiles
2. Choose New Entries and maintain the following values to create a new service manager profile for lead distribution: Field
Srv Mgr Profile
Description
Value
Y_BP_LEAD_DISTR
Best Practices Lead Distribution
3. Choose Save. 4. Double-click on the Dialog Structure ‘Directly Called Services’ and choose New Entries to maintain the following values: Field
Srv Mgr Profile
Inovation Order
Service ID
Value
Y_BP_LEAD_DISTR
10
DD_RE
When assigning more than one service, the Inovation Order determines the sequence in which the services should be invoked
SAP standard ERMS service for lead distribution
Information
5. Choose Save. 6. Double-click on the Dialog Structure ‘Properties’ and choose New Entries to maintain the following values:
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Field
Property ID
Property Value
Information
Value
CONTEXT
DD_LEAD
SAP standard ERMS context for lead distribution
7. Choose Save. 8. Choose Change -> Display two times to repeat steps 6 and 7 twice maintaining the following values: Field
Property ID
Property Value
Information
Value 1
LOG_LEVEL
3
With Log level “3” all messages are written into the application log
Value 2
POLICY
LEAD
This value determines the name of the rule policy, which is to be used in lead distribution, i.e lead distribution rules have to be maintained for the rule policy named LEAD
9. Choose Save.
Result A new service manager profile for lead distribution has been defined.
.3.3.6.2
Adjust Repository for Lead Distribution
Use In this IMG activity, the delivered standard settings of the repository may be adjusted, if required. The repository defines the attributes, actions and operators that are used for defining the lead distribution rules and for integration with the rule engine for background processing.
Procedure 1. Access the activity using the following navigation options: Transaction Code
SPRO
SAP CRM IMG Menu
Customer Relationship Management E-Mail Response Management System Define Repository
2. Select the standard context DD-LEAD and double-click on the Dialog Structure ‘Context Properties’ to assure that the following entries are maintained for lead distribution: Field
Property Name
Description
Value
Entry 1
ACTIVE
Context is active
X
Entry 2
OBJECT_TYPE
Context for which kind of documents
Lead
3. Double-click on the Dialog Structure ‘Attributes’. Here, the attributes that are to be used when defining conditions for lead distribution rules are maintained. Deactivate attributes, which you will not use by deselecting the flag Show Attr. and choose Save. These attributes can be defined within the lead distribution rule conditions to
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identify the leads, for which the subsequent actions are to be processed. Following attributes are provided by the SAP standard delivery: • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • •
CHANGED_AT (Lead Changed On) CREATED_AT (Lead Created On) CREATED_BY (Lead Created By) DIS_CHANNEL (Lead Distribution Channel) DIVISION (Lead Division) IMPORTANCE (Lead Priority) LEAD_END_DATE (Lead Expected End Date) LEAD_START_DATE (Lead Start Date) LEAD_TIME_LIMIT (Lead Time Limit) LEAD_TYPE (Lead Group) MAINPART_CAT (Lead Main Partner Category) MAINPART_CITY (Lead Main Partner City) MAINPART_COUNTRY (Lead Main Partner Country) MAINPART_IND (Lead Main Partner Industry) MAINPART_LANGU (Lead Main Partner Language) MAINPART_NO (Lead Main Partner Number) MAINPART_POSCODE (Lead Main Partner Postal Code) MAINPART_REGION (Lead Main Partner Region) MAINPART_ROLE (Lead Main Partner Role) PROCESS_TYPE (Lead Transaction Type) PRODUCT_CATEGORY(Lead Product Category) PRODUCT_ID (Lead Product ID) QUAL_LEVEL_AUTO (Lead Qualification Level (Automatic)) QUAL_LEVEL_MAN (Lead Qualification Level (Manual)) SALESPART_CITY (Lead Sales Partner City) SALESPART_COUNTR (Lead Sales Partner Country) SALESPART_LANGU (Lead Sales Partner Language) SALESPART_NO (Lead Sales Partner Number) SALESPART_POSCOD (Lead Sales Partner Postal Code) SALESPART_REGION (Lead Sales Partner Region) SALES_GROUP (Lead Sales Group) SALES_OFFICE (Lead Sales Office) SALES_ORG (Lead Sales Organization) SALES_ORG_RESP(Lead Sales Organizational Unit) SOURCE (Lead Origin) STATUS_SINCE(Lead Status Since) SYSTEM_STATUS (Lead System Status) USER_STATUS (Lead User Status)
4. Double-click on the Dialog Structure ‘Actions’. Here, th actions that are to be available when defining lead distribution rules are maintained.
These actions can be defined within the lead distribution rule and will be processed, if the corresponding conditions are accomplished. By SAP standard delivery, the following parameters are available in each action to determine the result structure:
© SAP AG
•
Action dependant way to identify the business partner to be assigned to the lead, which are listed below.
•
PARTNER_FUNCTION
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Determination of the partner function with which the identified business partner has to be assigned to the lead. If it is left empty, the document can not be updated and an error is logged.
Only partner functions that are defined in the partner determination procedure can be assigned. •
STATUS Determination of the lead status (Optional, you may remove this parameter in the customizing settings)
•
STOP_BEHAVIOR Determines the rule engine behavior concerning further actions within the lead distribution rule, that can be modeled after the current action is completed.
Following actions are provided by the SAP standard delivery to identify the business partner who is to be assigned to the lead: •
PARTNER_ID (Partner by ID) Determines the business partner to be assigned to the lead via the business partner ID. An existence check on the business partner is executed.
•
PE_FUNCTION (Responsible at Partner by Function) Determines the business partner to be assigned to the lead via the function of a relationship.
•
PE_QUALIFICATION (Responsible at Partner by Qualification) Determines the business partner to be assigned to the lead via the qualification with a proficiency inside the range.
•
PE_REGIONAL (Responsible at Partner by Proximity) This action is designed for Channel Management
•
PE_RESP_TTYPE (Responsible at Partner by Responsibilities: Transaction Type) Determines the business partner to be assigned to the lead via the responsibility for a certain transaction type. The parameter TTYPE_CRIT_NAME contains the criterion name used for assignment of transaction type responsibilities for partner employees (but not the transaction type itself).
•
RELAT_TYPE (Partner by Relationship) Determines the business partner to be assigned to the lead via a specific relationship to the prospect of the document. If no relationship type is given, the relationship type CRME02 (End-Customer relationship) is taken as the default.
•
SP_REGIONAL (Sales Partner by Proximity) This action is designed for Channel Management
•
SP_RESP_ZIP_PCAT (Sales Partner by Responsibilities: ZIP, Product Category) This action is designed for Channel Management 5. To inactivate the actions, that are designed for Channel Management, deselect the flag Show Attr. for the Actions ‘PE_REGIONAL’, SP_REGIONAL‘’ and ‘SP_RESP_ZIP_PCAT’. 6. Choose Save.
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Result The required attributes, actions, and operators for lead distribution rules are configured.
.3.3.6.3
Creating the Lead Distribution Rule Policy with Rule Folders
Use To create new rules for the lead distribution, first the rule policy LEAD and subordinated rule folders have to be defined.
Procedure 1. Log on to the CRM WebClient UI with the following data: User
POWER_USER
Password
welcome
2. Navigate in the work center to create the new rule policy and rule folders: CRM WebClient UI
Marketing Create: Lead Distribution Rule
3. In the view Search Criteria, choose Lead Distribution as Context and in the view Result List choose New. 4. In the pop-up window New Rule Policy assure, that Lead Distribution is displayed as Context and enter the name LEAD for your new Rule Policy.
The rule policy for lead distribution may be named LEAD only, which had been defined in the service manager profile (step 3.3.6.1). 5. Choose OK 6. Optionally, you may define a validity period for the policy variant: In the assignment block Policy, select the policy variant Active and maintain the fields Start Date and End Date.
The rules in a policy variant can be evaluated separately and at different times. For example, you have created a time-dependent policy for a collection of rules that apply from November to December that is activated in the holiday season, and a policy variant whose rules are triggered after the holiday period. 7. In the assignment block Policy select the status Draft Rules and choose New to create a new rule folder. A rule folder is necessary to create new lead distribution rules and may contain several rules. 8. In the assignment block Rule Folder Details maintain a Name and a Description for the new folder, e.g. IMPORTANT_LEADS or Lead Distribution to Marketing Manager respectively and press Enter. 9. Repeat steps 7 and 8 to create a second folder with the name REGULAR_LEADS and the description Lead Distribution to Marketing Employee. 10. Choose Save.
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Optionally, you can create a new policy variant by copying the policy variant you just created: Select the policy variant node Active in the assignment block Policy and choose Copy. Then select the node of your policy (first node in the hierarchy) and choose Insert.
Result The rule policy LEAD has been defined with two subordinated rule folders to be able to create lead distribution rules.
.3.3.6.4
Creating Lead Distribution Rules with Conditions
Use Lead distribution rules consist of conditions and of actions. The conditions serve to identify the leads, for which the defined actions are to be processed. The lead distribution rules and their conditions are defined by selecting attributes, which have to be linked to values by using operators (for example, Equals). Here, the lead distribution rule Dist_Rule_Imp will be exemplarily created, which identifies all leads that have VIP Customers as Lead Group and Hot as Lead Qualification Level maintained at the same time. Furthermore, the lead distribution rule Dist_Rule_Reg will be created, which identifies all leads that have Warm or Cold as Lead Qualification Level maintained.
Procedure 1. Log on to the CRM WebClient UI with the user POWER_USER. 2. Navigate in the work center to create lead distribution rules and define their conditions: CRM WebClient UI
Marketing Search: Lead Distribution Rules
3. In the view Search Criteria choose Lead Distribution as Context and enter the name LEAD as Rule Policy. 4. Select Search. 5. Click on your Rule Policy which is displayed in the view Result List. 6. Choose Edit. 7. Expand the nodes in the assignment block Policy. 8. Select the previously created folder IMPORTANT_LEADS and choose New to create a new lead distribution rule. 9. In the assignment block Rule Details maintain a Name and a Description for the new lead distribution rule, e.g. Dist_Rule_Imp or respectively. 10. In the assignment block Conditions, choose Add Entry to maintain the entries in the table below to determine how to identify leads for lead distribution by the first attribute:
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SAP Best Practices Field Name
CRM Lead Management (C37): Configuration Guide User Action and Values
Comment
Attribute
Lead Group
Select the entry from the dropdown list
Operator
Equals
Select the entry from the dropdown list
Value
VIP Customers
Select the entry from the dropdown list
Conditions
11. Repeat the previous step to maintain the following entries to determine how to identify leads for lead distribution by a second attribute: Field Name
User Action and Values
Comment
Attribute
Lead Qualification Level
Select the entry from the dropdown list
Operator
Equals
Select the entry from the dropdown list
Value
Hot
Select the entry from the dropdown list
Conditions
12. Choose Match All/Match Any to define an AND operation. This means, that the system will identify a lead only for lead distribution, if its Lead Group has the value ‘VIP Customers AND its Lead Qualification Level the value ‘Hot’. 13. Choose Save 14. Repeat steps 8-11 to create a second lead distribution rule using following values: Field Name
Values for Repeat
Policy (Step 8) Name
Select the previously created folder REGULAR_LEADS and choose New to create new bounce rules
Rule Details (Step 9) Name
Dist_Rule_Reg
Description
Lead Distribution Rule Regular Priority
Conditions (Step 10) Attribute
Lead Qualification Level
Operator
Equals
Value
Warm
Conditions (Step 11) Attribute
Lead Qualification Level
Operator
Equals
Value
Cold
15. Do not choose Match All/Match Any. This means you define an OR operation. 16. Choose Save. 17. In the assignment block Preview a summary of the defined conditions is displayed.
Result Two lead distribution rules with conditions were created, while follow-up actions have not yet been defined.
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.3.3.6.5
CRM Lead Management (C37): Configuration Guide
Defining Actions for Lead Distribution Rules with Conditions
Use Here, actions can be defined that are to be performed for those leads, for which the previously defined conditions of the corresponding lead distribution rule are applied. Here, an action for the lead distribution rule Dist_Rule_Imp will be created, to assign the marketing manager as employee responsible for all leads that match the conditions and have VIP Customers as Lead Group and Hot as Lead Qualification Level maintained at the same time. Furthermore, an action for the lead distribution rule Dist_Rule_Reg will be created to allow you to reassign the marketing employee to leads, which match the conditions, for example, that have Warm or Cold as Lead Qualification Level maintained.
Procedure 1. Log on to the CRM WebClient UI with the user POWER_USER. 2. Navigate in the work center to define actions for your lead distribution rules: CRM WebClient UI
Marketing Search: Lead Distribution Rules
3. In the view Search Criteria choose Lead Distribution as Context and enter the name LEAD as Rule Policy. 4. Select Search. 5. Click on your Rule Policy which is displayed in the view Result List. 6. Expand the nodes in the assignment block Policy. 7. Select the previously created lead distribution rule Dist_Rule_Imp and choose Edit. 8. In the assignment block Actions choose Add Entry to determine how the system should react when identifying a lead as defined by the conditions. 9. From the dropdown list, select Partner by ID in the field Actions/Parameters to determine, how the new assigned business partner should be chosen. 10. Enter the business partner ID of the marketing manager (e.g 10300 for the user MKT_MAN) as Value for Assign Business Partner ID to determine, which business partner has to be assigned by this lead distribution action. 11. Choose 00000014 (Employee Responsible) as Value for Set Partner Function To to determine with which function the business partner has to be assigned by the lead distribution. 12. Choose Open as Value for Set Lead Status To to determine which lead status will be automatically maintained by the lead distribution. 13. Choose Stop after execution if partner(s) found as Execution behavior.
Choose Continue (even if partner(s) found) as Execution behavior when defining more actions and you want to allow the following action also to be triggered. 14. Choose Save. 15. Select the previously created distribution rule Dist_Rule_Reg and choose Edit. 16. Repeat steps 8-13 to define the action for the second lead distribution rule Dist_Rule_Reg using the following values:
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SAP Best Practices Actions/Parameters
CRM Lead Management (C37): Configuration Guide Values for Repeat
Conditions (Step 9) Partner by ID
e.g. 10400
Set Partner Function To
00000014 (Employee Responsible)
Set Lead Status To
In Process
Execution behavior
Stop after execution if partner(s) found
17. In the assignment block Preview a summary of the defined conditions and actions is displayed. 18. Choose Save.
Result The actions of the lead distribution rule have been defined, which will be processed if the defined conditions are applied.
.3.3.6.6
Checking and Releasing Lead Distribution Rules
Use The lead distribution rules have to be checked and released to enable their operation.
Procedure 1. Log on to the CRM WebClient UI with the user POWER_USER. 2. Navigate in the work center to check and release the lead distribution rules of your policy: CRM WebClient UI
Marketing Search: Lead Distribution Rules
3. In the view Search Criteria choose Lead Distribution as Context and enter the name LEAD as Rule Policy. 4. Choose Search. 5. Click on the Rule Policy which is displayed in the view Result List and choose Edit. 6. In the assignment block Policy choose More Check Draft Rules and receive the message No problems were found during the check. 7. To activate the rules of your rule policy, choose More Release Draft Rules in the assignment block Policy. 8. The rule policy was Activated and the status Draft Rules was changed to Released Rules as displayed in the Policy hierarchy.
To edit lead distribution rules that already have been released, choose More Edit Released Rules as Draft in the assignment block Policy. This will copy all rules of your policy in the hierarchy as Draft Rules, which may be edited. After saving and releasing, the edited rules replace the former Released Rules. 9. Choose Save.
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Result The lead distribution rules have been checked and released, which resulted in their activation. Activated lead distribution rules will be evaluated for all leads, for which the report CRM_DD_BATCH will be executed.
.3.3.6.7
Define Report Variant for Lead Distribution
Use To start the lead distribution rules, the report CRM_DD_BATCH has to be started. In order to define a background job for this report, a report variant has to be created.
Procedure 1. Log on to the CRM SAPGUI with the user POWER_USER.: 2. Access the activity using the following navigation options: Transaction Code
SE38
SAP Easy Access Menu
SAP menu Architecture and Technology ABAP Workbench Development User Interface ABAP Editor
3. Enter CRM_DD_BATCH as Program. 4. Choose Variants and then Change. 5. Enter a Variant ID (e.g CRM_DD_Batch1) in field Variant and choose Create. 6. Enter BUS2000108 (Lead) as Object Type, YLD (BP Lead) as Transaction Type and Y_BP_LEAD_DISTR (Lead Distribution) as Service Mgr Profile. 7. Choose Attributes. 8. Enter a Meaning. 9. Choose Save 10. Choose Back.
Result By starting the report CRM_DD_BATCH, the created and activated lead distribution rules are applied for all matching leads of the type YLD (BP Lead).
.3.3.6.8
Set up the Background Job for Lead Distribution
Use A background job for the report CRM_DD_BATCH has to be defined.
Procedure 1. Log on to the CRM SAPGUI with the user POWER_USER.:
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2. Access the activity using the following navigation options: Transaction Code
SM36
SAP CRM Menu Bar
System Services Jobs Define Jobs
3. Enter a Job Name, e.g. Lead Distribution and choose Return. 4. Choose ABAP Program. 5. Enter Name CRM_DD_BATCH and Variant (created in the preceding step). 6. Choose Save. 7. Choose Back. 8. Choose Start condition. 9. Choose Date/Time. 10. Select Periodic Job and choose Period Values. 11. Select a period, e.g. Hourly and choose Save. 12. Enter Date and Time for the first Scheduled Start and choose Save.
.3.4 Questionnaires for Leads Use The lead qualification process can be supported by using pre-defined questionnaires.
3.4.1
Defining Questionnaires
Use The questionnaire in the lead is based on the survey. A survey can be created in the WebClient UI. The application is called “Surveys”. This is a tool for managing surveys, opinion polls and questionnaires. The tool is available in the standard business role for marketing employees resp. marketing managers. In order to get an overview of the available surveys for the relevant application, click on the search button . In the result list the user can access all the available surveys. To display the content of a survey in the result list, double-click the survey you wish to see. If a translation has been created for a survey, and is available, the survey can be found in the currently used language. It is possible to copy an existing survey. In this way, you make savings by reusing questionnaires in the same or similar survey projects. In order to run the SAP Best Practices scenarios, you can find predefined questionnaires delivered with the documentation CD which you can import. As an option you can also define your own individual questionnaires (as described below).
Procedure 1. Log on to the CRM WebClient UI with the user POWER_USER. 2. Navigate in the navigation area to marketing and select Surveys:
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SAP Best Practices CRM WebClient UI
CRM Lead Management (C37): Configuration Guide Marketing Create: Survey
Importing predefined SAP Best Practices questionnaires: 1. Enter the following data: Field Name
Values
Survey Detail ID
(e.g., BP_LEAD_EN_01) The ID must be different as the file name which has to be loaded. Otherwise the load will not be successful.
Application
Leads
Description
(e.g., Lead Questionnaire (English version), see list below)
2. Choose Save. 3. In the assignment block Survey Preview choose Import XML. 4. In the Import XML web page dialog select Leads as ApplicationID. 5. In the field Select the XML File to Upload browse the Misc directory of the SAP Best Practices documentation CD to choose the predefined Best Practices questionnaire in the relevant language: •
BP_LEAD_EN:
Lead Questionnaire (English version)
•
BP_LEAD_DE:
Lead Questionnaire (German version)
•
BP_LEAD_ES:
Lead Questionnaire (Spanish version)
•
BP_LEAD_FR:
Lead Questionnaire (French version)
•
BP_LEAD_PT:
Lead Questionnaire (Portuguese version)
•
BP_LEAD_RU:
Lead Questionnaire (Russian version)
•
BP_LEAD_ZH:
Lead Questionnaire (Chinese version)
•
BP_LEAD_TR:
Lead Questionnaire (Turkish version)
•
BP_LEAD_NL:
Lead Questionnaire (Dutch version)
•
BP_LEAD_CS:
Lead Questionnaire (Czech version)
•
BP_LEAD_IT:
Lead Questionnaire (Italian version)
•
BP_LEAD_PL:
Lead Questionnaire (Polish version)
•
BP_LEAD_DA:
Lead Questionnaire (Danish version)
•
BP_LEAD_FI:
Lead Questionnaire (Finnish version)
•
BP_LEAD_JA:
Lead Questionnaire (Japanese version)
•
BP_LEAD_NO:
Lead Questionnaire (Norwegian version)
•
BP_LEAD_SV:
Lead Questionnaire (Swedish version)
•
BP_LEAD_HE:
Lead Questionnaire (Hebrew version)
•
BP_LEAD_KO:
Lead Questionnaire (Korean version)
•
BP_LEAD_HU:
Lead Questionnaire (Hungarian version)
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SAP Best Practices •
BP_LEAD_RO:
CRM Lead Management (C37): Configuration Guide Lead Questionnaire (Romanian version)
6. In the Import XML web page dialog choose Upload 7. First, choose Save, then choose Activate. 8. Choose Edit and maintain the following validities. Field Name
Values
Survey Detail Valid From
Valid To
e.g., 31.12.
9. Save your entries. Repeat these activities for the following predefined questionnaire:
You can skip the import of the following questionnaires, if they have already imported with the activation of building block C31 – CRM Activity Management, section Defining Questionnaires. 10. Enter the following data: Field Name
Values
Survey Detail ID
(e.g., BP_INFORMATION_EN_01) The ID must be different as the file name which has to be loaded. Otherwise the load will not be successful.
Application
Activities
Description
(e.g., Questionnaire (English version), see list below)
11. Choose Save. 12. In the assignment block Survey Preview choose Import XML. 13. In the Import XML web page dialog select Activities as ApplicationID. 14. In the field Select the XML File to Upload browse the Misc directory of the SAP Best Practices documentation CD to choose the predefined Best Practices questionnaire in the relevant language: •
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)
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•
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)
•
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)
15. In the Import XML web page dialog choose Upload. 16. First, choose Save, then choose Activate. 17. Choose Edit and maintain the following validities. Field Name
Values
Survey Detail Valid From
Valid To
e.g., 31.12.
18. Save your entries. Optional: Defining your individual questionnaire: 1. Click New. a. Enter an ID and choose Application to create a new questionnaire. b. Enter a description for the new questionnaire. c.
If you have already assigned a survey to the component, you can choose Change to maintain it.
d. If you are copying an existing survey from another application, select the survey, choose Copy, assign your newly created survey to application Leads and rename the survey. You can edit your questionnaire in the Survey Builder that is opened for case a. and b. A template is generated for a newly created survey. It already contains a survey title and a section with a question/answer and pushbuttons to send or reset the filled out questionnaire. 2. You can choose Edit to Maintain Survey Attributes. The system opens the maintenance area in which you can maintain the questions.. Create Survey Elements: 1. In the upper left screen area, select the hierarchy node in the structure view of the questionnaire.
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CRM Lead Management (C37): Configuration Guide
2. Choose Section to create a group of individual questions that belong together as regards subject. The system displays detailed information for the section in the lower left screen area. 3. Enter a name into field Text that is to appear as the title of the question group in the survey. 4. Select the new section and choose Insert Question to define your questions. The system displays entry fields in which you can enter the question text, ID (is visible in expert mode) and the rating factor. A question consists of the attributes question text, Id, and rating factor, which you must maintain and also of as many answers as required. A unique Id must be assigned to each question. This Id is necessary for the later evaluation of the completed survey. The system gives you a suggestion for a unique Id, but you can overwrite this. With the rating factor, you can control the quantitative evaluation of the survey. The higher the rating factor, the greater the weighting of the question in the evaluation. In the evaluation, the calculation is made by multiplying the rating factor of each question by the rating of the selected answer. 5. Select your question and choose Insert Answer to pre-define your answers. The system displays entry fields. An answer consists of answer attributes and answer options. According to the answer category, the answer can contain one or more answer options. For input fields and text areas, only one answer option per answer is allowed, for radio buttons, check- boxes and list boxes, as many answer options as required are possible. A unique ID (is visible in expert mode) must be assigned to every answer. This ID is necessary for the later evaluation of the completed survey. The system will give you a suggestion for a unique ID, but you can overwrite this. You can also determine whether the text is placed to the left or the right of the input element and whether the answer should be in display format only and therefore unchangeable. For input fields and text areas, you must also specify the size. If necessary, select one of the answer options as a default value that is already selected when you open the questionnaire. 6. Add other questions/answers that you want to ask in this section or create new sections with questions/answers. The system updates the status of the questionnaire in the structure view and in the preview every time as soon as you confirm your entries. 7. To change the attributes of a survey element you created, you have to double-click on it in the structure view. 8. Choose Save. You can run a test for the created survey by clicking on full preview. 9. Choose Back and activate your survey.
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3.4.2
CRM Lead Management (C37): Configuration Guide
Maintaining Survey Attributes
Use The purpose of this activity is to maintain survey attributes which are necessary for the evaluation of the questionnaire.
Procedure 1. Log on to the CRM WebClient UI with the user MKT_EMPL 2. Navigate in the navigation area to Marketing and select Surveys:: CRM WebClient UI
Marketing Search: Surveys
3. Search for all surveys within the application Leads. 4. Select the questionnaire which you created or downloaded in preceding section> (e.g., BP_LEAD_EN) by clicking on the ID.. 5. Navigate to the assignment block Show Technical Settings and click on Edit . 6. In the dialog box maintain the following survey attributes: Field name
User action and values
Technical Settings tab page Data Storage and Evaluation Save Completed Questionnaire Completed Questionnaire Changeable Later Create Version of Completed Questionnaire Evaluation Without BI
7. Navigate to the assignment block Show Administration and click on Edit . 8. In the dialog box, maintain the following survey attributes: Field name
User action and values
Scenario Screen Printer BSP 9. Choose Save.
3.4.3
Assigning Qualification Levels to Questionnaires
Use The qualification level is derived from the percentage rate that is calculated from the answers of the questionnaire.
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Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Transactions → Settings for Leads → Questionnaires for Leads → Assign Qualification Levels to Questionnaires
2. Choose New Entries, select your questionnaire (e.g., BP_LEAD_EN) using the input help and press Enter. 3. Highlight the questionnaire and double-click on view Qualification Level. 4. Choose New Entries and define the following qualification levels: Qualification Level
Minimum percentage
Cold
20
Warm
50
Hot
75
5. Save your entries and select a customizing request if necessary. 6. Repeat these steps for an information request survey (e.g., BP_INFORMATION_EN) with the following values: Qualification Level
Minimum percentage
Cold
0
Hot
100
You need to ensure that for each standard qualification level being used (Cold, Warm, Hot), there is an according description translation maintained in your relevant language(s): Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Transactions → Settings for Leads → Define Lead Qualification Levels
1. Highlight the first relevant qualification level (e.g., 01 Cold). 2. From the menu choose menu Goto Translation 3. Mark all relevant languages and choose Copy. 4. Check and if necessary maintain both short and long description for your relevant language(s). 5. Save your entries.
Repeat the assignment of qualification levels to questionnaires for every additional language version of questionnaires and surveys you want to use your CRM system (e.g., BP_LEAD_DE etc.).
Result Qualification levels and the percentage rates belonging to them have been defined and assigned to a questionnaire.
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SAP Best Practices
3.4.4
CRM Lead Management (C37): Configuration Guide
Defining Determination for Questionnaires
Procedure 1. Access the activity using one of the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management → Transactions → Settings for Leads → Questionnaires for Leads → Define Determination for Questionnaires
2. Choose New Entries enter the following values (and keep the other columns empty): Field name
User action and values
Determ.
Y000000001
Description
BP Lead Questionaire
Trans.Type
YLD
Questionnaire ID
(e.g., BP_LEAD_EN)
Activ 3. Save your entries and select a customizing request if necessary. 4. Choose Back. 5. Set the default determination 0000000001 to inactive and choose Save. 6. Repeat steps 2-4 for each additional questionnaire language version you want to assign to transaction type YLD.
Result A new determination for questionnaires has been defined.
.3.5 Integration Lead Management Campaign Management Use In this activity, you specify communication media (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. The attributes of each communication medium can be transferred to the Business Information Warehouse for evaluation. 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) on the same screen, assign a business transaction type (defined in customizing) to the relevant communication method.
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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 Execution → Define Communication Medium
2. Choose New Entries in order to create a new communication medium with the following data: Field name
User action and values
Medium
Y003
Communication Medium
EN: Lead Generation DE: Leadgenerierung
3. Choose view Communication Methods and Transaction Types and enter the following data: Field name
User action and values
Priority
1
Communication Method
Generate Lead
Transaction Type
YLD
Result You have created a new communication channel for lead generation that generates marketing leads in parallel to lead generation itself.
.3.6 Integration Lead Management Opportunity Management Use This section deals with the integration of lead management and opportunity management via workflow. You can skip this section if this workflow is not relevant to your business scenario.
3.6.1 .3.6.1.1
SAP Workflow Settings for Lead Management Activating the Workflow “Lead to Opportunity”
Use Process of WS10001011 The workflow Create Opportunity from Lead is started when a lead is saved with qualification level Hot and status Error-free. The system uses the lead-specific attributes Priority and Lead Group to check whether an opportunity can be automatically created, or whether a sales employee first needs to decide. If the sales employee decides that an opportunity can be created, the lead status is set to Accepted by Sales, and an opportunity is created in the background.
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If necessary, this is forwarded to the sales employee to check. If the sales employee rejects the lead, the lead status is set to "rejected by sales", and the initiator is informed by mail. The workflow is ended if no opportunity is created and •
the lead is deleted or
•
the qualification level of the lead is changed to a value other than Hot or
•
the status of the lead is changed to a value other than Error-free.
Procedure 1. Access the activity using one of the following navigation options: Transaction code
OOCU
SAP CRM IMG menu
Customer Relationship Management → Basic Functions → SAP Business Workflow → Perform Task-specific Customizing
2. Select the application component abbreviation CRM-BTX-LEA (Lead Management). 3. Choose event linkage Activate event linking (if not activated already). 4. On the Event Linkage: Triggering events screen expand workflow WS 10001011. 5. Choose pushbutton Detail view in order to activate both events CRM Lead Attributes Changed and CRM Lead SetErrorFree. 6. In the Properties of Event Linkage dialog box select checkbox Event linkage activated and choose Save data (F5). 7. Select a customizing request if necessary and choose Continue. 8. Choose Back and click on Assign Agents. 9. Assign the sales employee to the following tasks: •
TS 10008152 (Generic Decision: Lead Management)
•
TS 10008153 (Change Opportunity)
•
WS 10001011 (CRM: Generate Opportunity from Lead)
by positioning your cursor on the relevant task and choosing Create agent assignment… (F5). 10. Select agent type User and press Continue. 11. In the dialog box select the user for the sales employee SALES_EMPL (Michael Curtis). 12. Mark the task and choose Update Index (Shift+F1). 13. The sales employee is now assigned to the chosen task. 14. Repeat this procedure for the 2nd and 3rd task as well.
Please see configuration guide C01 - CRM Organizational Model for detailed information about maintaining system users and employees.
Result The user for sales employee Michael Curtis (SALES_EMPL) has been assigned to the necessary workflow tasks.
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.3.6.1.2
CRM Lead Management (C37): Configuration Guide
Changing the Workflow Template
Use In SAP Best Practices for CRM you need to adapt the workflow, because in our scenarios we change the opportunity transaction type to Y002. The standard workflow template is based on the default customizing settings for lead management, therefore the standard opportunity transaction OPPT, the standard qualification levels and the standard statuses have to be used. If you have made some changes in the standard customizing settings the workflow has to be adapted, therefore copy the standard template and implement the changes in the customer version. It is recommended to get assistance from an experienced consultant for the workflow configuration. •
The workflow template uses the user statuses SAAC (accepted by sales) and SARE (rejected by sales) of the status profile CRMLEAD. If you have defined several user statuses, the data flow for task TS10008154 (Set Status) must be adapted accordingly.
•
When the opportunity is created, the workflow template uses the opportunity transaction type OPPT. If you have defined several transaction types for the opportunity, the data flow for task TS10008151 (Create Opportunity) must be adapted accordingly. For SAP Best Practices the opportunity transaction type needs to be changed from the standard OPPT to Y002. To do this, use the Workflow Builder (transaction SWDD) – Workflow WS10001011. For further information see SAP Library Lead Management Lead Processing Create SAP Business Workflow for Opportunity from Lead.
•
If the sales employee rejects the lead, the workflow resets the qualification level to value 02 (warm). If you have specified your own qualification levels in Customizing, you need to adapt the data flow for task TS10007918 (Change Qualification Level) accordingly.
Prerequisites The SAP Best Practices Opportunity Management scenario has been configured, i.e. the SAP Best Practices transaction type Y002 for the opportunity has been created in the CRM system (for details concerning the transaction type see the configuration guide of building block C32 – CRM Opportunity Management).
Procedure 1. Access the activity using one of the following navigation options: Transaction code
SWDD
SAP CRM GUI menu
Architecture and Technology → ABAP Workbench → Development SAP Business Workflow → Definition Tools → Workflow Builder → Workflow Builder
2. Select the following workflow and press Enter. Field name
User action and values
Information Area Workflow
WS10001011 (Change ‘CRM_LEAD’)
3. In the navigation area of the Workflow Builder, select step Create Opportunity.
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4. In the details area, select the Control tab for this step and choose button (Exists).
Binding
5. In the Binding Editor for Binding Workflow Step ‘Create Opportunity’ replace (type in) the standard transaction type for opportunity (OPPT) with the one defined by SAP Best Practices (Y002). 6. Save your settings. 7. Go back to the workflow level and choose button Generate and activate runtime version.
Result For SAP Best Practices the opportunity transaction type in workflow WS10001011 has been switched from OPPT to Y002.
3.6.2
Defining Copy Control from Lead to Opportunity
Use In this activity you define the copying control for transaction type YLD (BP Lead) to Y002 (BP Opportunity).
Procedure 1. Access the activity using the following navigation options: Transaction code
SPRO
SAP CRM IMG menu
Customer Relationship Management Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Transaction Types
2. Select the existing copying control entry from LEAD (source transaction type) to OPPT (target transaction type) and choose Copy As…. 3. On the Change View Copy Transaction Types screen make the following entries: Field name
User action and values
Source trans.
YLD (BP Lead)
Tgt Trans. Type
Y002 (BP Opportunity)
4. Choose Enter. 5. Save your entries.
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