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Lead Management Config Guide en De

Description

SAP CRM 7

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

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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

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without representation or warranty of any kind,

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Nothing herein should be construed as constituting an additional warranty

© SAP AG

Page 2 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

Icons Icon

Meaning Caution Example Note Recommendation Syntax

Typographic Conventions Type Style

Description

Example text

Words or characters that appear on the screen

These include field names,

pushbuttons as well as menu names,

Cross-references to other documentation

Example text

Emphasized words or phrases in body text,

EXAMPLE TEXT

Names of elements in the system

These include report names,

and individual key words of a programming language,

SELECT and INCLUDE

Example text

Screen output

This includes file and directory names and their paths,

names of variables and parameters as well as names of installation,

EXAMPLE TEXT

Keys on the keyboard,

function keys (such as F2) or the ENTER key

Example text

Exact user entry

These are words or characters that you enter in the system exactly as they appear in the documentation

Variable user entry

Pointed brackets indicate that you replace these words and characters with appropriate entries

© SAP AG

Page 3 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

Contents 1 Purpose

2 SAP Note

© SAP AG

Page 4 of 34

SAP Best Practices

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

Preparation

please see the document Quick Guide to Installing SAP Best Practices for CRM

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 Note

CRM System There are no additional SAP Notes relevant for this building block

© SAP AG

Page 5 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

Configuration

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

SAP CRM IMG menu

Customer Relationship Management  Transactions  Settings for Leads  Define Lead Groups

The following lead groups must be defined: Lead Group

Description

Long name

EN: Internet Leads DE: Internet Leads

EN: Internet Leads DE: Internet Leads

EN: IC Leads DE: IC Leads

EN: IC Leads DE: IC Leads

EN: Manual Leads DE: Manuelle Leads

EN: Manual Leads DE: Manuelle Leads

Result New lead groups have been defined

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

SAP CRM IMG menu

Customer Relationship Management  Transactions  Settings for Leads  Define Lead Origins

The following new lead origins need to be defined:

© SAP AG

Page 6 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

Description

Long name

EN: Internet DE: Internet

EN: Internet DE: Internet

EN: Incoming Call DE: Eingehender Anruf

EN: Incoming Call DE: Eingehender Anruf

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

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

SAP CRM IMG menu

Customer Relationship Management  Transactions  Settings for Leads  Define Lead Priorities

The following new lead priorities need to be created: Priority

Description

Long name

EN: Very High DE: Sehr hoch

EN: Very High DE: Sehr hoch

EN: High DE: Hoch

EN: High DE: Hoch

EN: Medium DE: Mittel

EN: Medium DE: Mittel

Result Additional lead priorities have been defined

© SAP AG

Page 7 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

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,

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

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

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,

after having logged on the system with the appropriate language (EN and/or DE)

Profile

Y00000000003 BP Lead Org

Data Profile (EN)

BP Lead Organisationsdatenprofil (DE)

Scenario

Determination Rules Organizational Model Determin

© SAP AG

10000166

Page 8 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

Responsibilities Determin

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

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

SAP CRM IMG menu

Customer Relationship Management  Transactions  Basic Settings  Define Transaction Types

Select transaction type LEAD and choose Copy As

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

- BP Lead

General Description

BP Lead

Profiles Partner Determ

000000016

Data Prof

Y00000000003

Save your entries

Result A new transaction type for leads has been defined

© SAP AG

Page 9 of 34

SAP Best Practices

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

SAP CRM IMG menu

Customer Relationship Management  Transactions  Basic Settings  Define Transaction Types

Set the following transaction types to inactive: Trans

Description

Inactive

Partner Lead

Inactive

Channel Lead

Inactive

Inactive

Save your entries

Result Several standard transaction types for leads have been set to inactive

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

In the Choose Activity dialog box choose Number Range for Leads and choose Continue

To create new number ranges for leads on the Number range lead CRM screen,

Choose Insert interval (Shift+F1)

In the Insert Interval dialog box enter,

the following data and choose Insert:

© SAP AG

Page 10 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

Field name

From number

5000000

To number

5999999

Current number

Save your entries

Confirm the information message

Result A new number range for leads that are created in the CRM system has been created

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

SAP CRM IMG menu

Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

Select the new transaction type YLD and choose Details

In the Transaction Numbering screen area you can replace the assigned number range with the new one (using the input help): Field name

Transaction Numbering Int

Range No

Save your entries and choose a customizing request if required

Result The new number range has been assigned to the new lead transaction type

© SAP AG

Page 11 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

Defining Item Category Determination

Use In this process,

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

SAP CRM IMG menu

Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

Select the following row and choose Copy As…: Trans

TransTyp

ItmCtyGrp

Item usage

Main ItmCty

Itm cat

Item Cat

Lead Item

Item Cat

Lead Item

Enter the following values and press Enter

Field name

Transaction Typ

YLD (BP Lead)

Item Category

LEAD (Lead Item)

Select the following row and choose Copy As…: Trans

TransTyp

ItmCtyGrp

Sales Item

Item usage

Main ItmCty

Itm cat

Enter the following values and press Enter

Field name

Transaction Typ

YLD (BP Lead)

Item Cat

Sales Item

Item Category

LEAD (Lead Item)

Save your entries

Result You have added your own transaction type to the Item Category Determination

© SAP AG

Page 12 of 34

SAP Best Practices

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

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

SAP CRM IMG Menu

Customer Relationship Management  E-Mail Response Management System  Service Manager  Define Service Manager Profiles

Choose New Entries and maintain the following values to create a new service manager profile for lead distribution: Field

Srv Mgr Profile

Description

Y_BP_LEAD_DISTR

Best Practices Lead Distribution

Choose Save

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

Y_BP_LEAD_DISTR

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

Choose Save

Double-click on the Dialog Structure ‘Properties’ and choose New Entries to maintain the following values:

© SAP AG

Page 13 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

Property ID

Property Value

Information

CONTEXT

DD_LEAD

SAP standard ERMS context for lead distribution

Choose Save

Choose Change

Property ID

Property Value

Information

Value 1

LOG_LEVEL

With Log level “3” all messages are written into the application log

Value 2

This value determines the name of the rule policy,

which is to be used in lead distribution,

e lead distribution rules have to be maintained for the rule policy named LEAD

Choose Save

Result A new service manager profile for lead distribution has been defined

Adjust Repository for Lead Distribution

Use In this IMG activity,

the delivered standard settings of the repository may be adjusted,

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

SAP CRM IMG Menu

Customer Relationship Management  E-Mail Response Management System  Define Repository

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

Entry 1

Context is active

Entry 2

OBJECT_TYPE

Context for which kind of documents

Double-click on the Dialog Structure ‘Attributes’

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

These attributes can be defined within the lead distribution rule conditions to

© SAP AG

Page 14 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

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)

Double-click on the Dialog Structure ‘Actions’

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,

PARTNER_FUNCTION

Page 15 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

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,

for the Actions ‘PE_REGIONAL’,

SP_REGIONAL‘’ and ‘SP_RESP_ZIP_PCAT’

Choose Save

© SAP AG

Page 16 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

Result The required attributes,

and operators for lead distribution rules are configured

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

Navigate in the work center to create the new rule policy and rule folders: CRM WebClient UI

Marketing  Create: Lead Distribution Rule

In the view Search Criteria,

choose Lead Distribution as Context and in the view Result List choose New

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

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

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

In the assignment block Rule Folder Details maintain a Name and a Description for the new folder,

IMPORTANT_LEADS or Lead Distribution to Marketing Manager respectively and press Enter

Repeat steps 7 and 8 to create a second folder with the name REGULAR_LEADS and the description Lead Distribution to Marketing Employee

Choose Save

© SAP AG

Page 17 of 34

SAP Best Practices

CRM Lead Management (C37): Configuration Guide

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

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)

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

Navigate in the work center to create lead distribution rules and define their conditions: CRM WebClient UI

Marketing  Search: Lead Distribution Rules

In the view Search Criteria choose Lead Distribution as Context and enter the name LEAD as Rule Policy

Select Search

Click on your Rule Policy which is displayed in the view Result List

Choose Edit

Expand the nodes in the assignment block Policy

Select the previously created folder IMPORTANT_LEADS and choose New to create a new lead distribution rule

In the assignment block Rule Details maintain a Name and a Description for the new lead distribution rule,

Dist_Rule_Imp or respectively

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

Select the entry from the dropdown list

VIP Customers

Select the entry from the dropdown list

Conditions

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

Select the entry from the dropdown list

Select the entry from the dropdown list

Conditions

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’

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

Conditions (Step 11) Attribute

Lead Qualification Level

Operator

Do not choose Match All/Match Any

This means you define an OR operation

Choose Save

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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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

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,

that have Warm or Cold as Lead Qualification Level maintained

Procedure 1

Log on to the CRM WebClient UI with the user POWER_USER

Navigate in the work center to define actions for your lead distribution rules: CRM WebClient UI

Marketing  Search: Lead Distribution Rules

In the view Search Criteria choose Lead Distribution as Context and enter the name LEAD as Rule Policy

Select Search

Click on your Rule Policy which is displayed in the view Result List

Expand the nodes in the assignment block Policy

Select the previously created lead distribution rule Dist_Rule_Imp and choose Edit

In the assignment block Actions choose Add Entry to determine how the system should react when identifying a lead as defined by the conditions

From the dropdown list,

select Partner by ID in the field Actions/Parameters to determine,

how the new assigned business partner should be chosen

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

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

Choose Open as Value for Set Lead Status To to determine which lead status will be automatically maintained by the lead distribution

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

Choose Save

Select the previously created distribution rule Dist_Rule_Reg and choose Edit

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

Set Partner Function To

Set Lead Status To

In Process

Execution behavior

Stop after execution if partner(s) found

In the assignment block Preview a summary of the defined conditions and actions is displayed

Choose Save

Result The actions of the lead distribution rule have been defined,

which will be processed if the defined conditions are applied

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

Navigate in the work center to check and release the lead distribution rules of your policy: CRM WebClient UI

Marketing  Search: Lead Distribution Rules

In the view Search Criteria choose Lead Distribution as Context and enter the name LEAD as Rule Policy

Choose Search

Click on the Rule Policy which is displayed in the view Result List and choose Edit

In the assignment block Policy choose More  Check Draft Rules and receive the message No problems were found during the check

To activate the rules of your rule policy,

choose More  Release Draft Rules in the assignment block Policy

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,

After saving and releasing,

the edited rules replace the former Released Rules

Choose Save

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SAP Best Practices

CRM Lead Management (C37): Configuration Guide

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

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

Access the activity using the following navigation options: Transaction Code

SAP Easy Access Menu

SAP menu  Architecture and Technology  ABAP Workbench  Development  User Interface  ABAP Editor

Enter CRM_DD_BATCH as Program

Choose Variants and then Change

Enter a Variant ID (e

g CRM_DD_Batch1) in field Variant and choose Create

Enter BUS2000108 (Lead) as Object Type,

YLD (BP Lead) as Transaction Type and Y_BP_LEAD_DISTR (Lead Distribution) as Service Mgr Profile

Choose Attributes

Enter a Meaning

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)

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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SAP Best Practices

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Access the activity using the following navigation options: Transaction Code

SAP CRM Menu Bar

System  Services  Jobs  Define Jobs

Enter a Job Name,

Lead Distribution and choose Return

Choose ABAP Program

Enter Name CRM_DD_BATCH and Variant (created in the preceding step)

Choose Save

Choose Back

Choose Start condition

Choose Date/Time

Select Periodic Job and choose Period Values

Select a period,

Hourly and choose Save

Enter Date and Time for the first Scheduled Start and choose Save

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

In order to get an overview of the available surveys for the relevant application,

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,

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

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

Survey Detail ID

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

Description

Lead Questionnaire (English version),

Choose Save

In the assignment block Survey Preview choose Import XML

In the Import XML web page dialog select Leads as ApplicationID

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)

In the Import XML web page dialog choose Upload 7

Choose Edit and maintain the following validities

Field Name

Survey Detail Valid From

Valid To

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

Enter the following data: Field Name

Survey Detail ID

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

Questionnaire (English version),

Choose Save

In the assignment block Survey Preview choose Import XML

In the Import XML web page dialog select Activities as ApplicationID

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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SAP Best Practices

CRM Lead Management (C37): Configuration Guide

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)

In the Import XML web page dialog choose Upload

Choose Edit and maintain the following validities

Field Name

Survey Detail Valid From

Valid To

Save your entries

Optional: Defining your individual questionnaire: 1

Click New

Enter an ID and choose Application to create a new questionnaire

Enter a description for the new questionnaire

If you have already assigned a survey to the component,

you can choose Change to maintain it

If you are copying an existing survey from another application,

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

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

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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SAP Best Practices

CRM Lead Management (C37): Configuration Guide

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

Enter a name into field Text that is to appear as the title of the question group in the survey

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,

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,

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

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,

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,

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

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

To change the attributes of a survey element you created,

you have to double-click on it in the structure view

Choose Save

You can run a test for the created survey by clicking on full preview

Choose Back and activate your survey

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SAP Best Practices

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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

Search for all surveys within the application Leads

Select the questionnaire which you created or downloaded in preceding section> (e

BP_LEAD_EN) by clicking on the ID

Navigate to the assignment block Show Technical Settings and click on Edit

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

Navigate to the assignment block Show Administration and click on Edit

In the dialog box,

maintain the following survey attributes: Field name

User action and values

Scenario Screen Printer BSP 9

Choose Save

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

SAP CRM IMG menu

Customer Relationship Management → Transactions → Settings for Leads → Questionnaires for Leads → Assign Qualification Levels to Questionnaires

Choose New Entries,

BP_LEAD_EN) using the input help and press Enter

Highlight the questionnaire and double-click on view Qualification Level

Choose New Entries and define the following qualification levels: Qualification Level

Minimum percentage

Save your entries and select a customizing request if necessary

Repeat these steps for an information request survey (e

BP_INFORMATION_EN) with the following values: Qualification Level

Minimum percentage

You need to ensure that for each standard qualification level being used (Cold,

there is an according description translation maintained in your relevant language(s): Transaction code

SAP CRM IMG menu

Customer Relationship Management → Transactions → Settings for Leads → Define Lead Qualification Levels

Highlight the first relevant qualification level (e

01 Cold)

From the menu choose menu Goto  Translation 3

Mark all relevant languages and choose Copy

Check and if necessary maintain both short and long description for your relevant language(s)

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

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

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Defining Determination for Questionnaires

Procedure 1

Access the activity using one of the following navigation options: Transaction code

SAP CRM IMG menu

Customer Relationship Management → Transactions → Settings for Leads → Questionnaires for Leads → Define Determination for Questionnaires

Choose New Entries enter the following values (and keep the other columns empty): Field name

User action and values

Y000000001

Description

BP Lead Questionaire

Questionnaire ID

BP_LEAD_EN)

Activ 3

Save your entries and select a customizing request if necessary

Choose Back

Set the default determination 0000000001 to inactive and choose Save

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

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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SAP Best Practices

CRM Lead Management (C37): Configuration Guide

Procedure 1

Access the activity using the following navigation options: Transaction code

SAP CRM IMG menu

Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → Campaign Execution → Define Communication Medium

Choose New Entries in order to create a new communication medium with the following data: Field name

User action and values

Communication Medium

EN: Lead Generation DE: Leadgenerierung

Choose view Communication Methods and Transaction Types and enter the following data: Field name

User action and values

Priority

Communication Method

Generate Lead

Transaction Type

Result You have created a new communication channel for lead generation that generates marketing leads in parallel to lead generation itself