CRM Complaints

8/10/2019 CRM Complaints

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CRM Complaints

ContentsCRM Complaints: Configuration Guide ................................................ ............................................ 2

1 Purpose..................................................................................................................................2

2 Preparation .............................................. .................................................. ............................ 2

2.1 Prerequisites ............................................. .................................................. ....................2 2.2 SAP Notes.......................................................................................................................2

3 Configuration ........................................... .................................................. ............................ 3

3.1 Business Process Configuration ......................................... ............................................ 3

3.1.1 Service Process Transactions................................................................................3

3.1.1.1 Preparatory Settings .................................................. .................................... 3

3.1.1.1.1 Defining Partner Determination Procedure ............................................ . 3

3.1.1.1.2 Defining Date Profile............................................. ................................... 4

3.1.1.2 Transaction Settings (SAP CRM) .............................................. ....................5

3.1.1.2.1 Defining Transaction Type for Complaints ............................................. . 5 3.1.1.2.2 Maintaining Item Category ........................................... ........................... 6

3.1.1.2.3 Defining Item Category Determination ......................................... ........... 6

3.1.1.2.4 Defining Copy Control for Item Category ............................................... . 7

3.1.1.3 Transaction Settings (SAP ECC)...................................................................8

3.1.1.3.1 Defining Sales Document Type (SAP ECC) ........................................... 8

3.1.1.3.2 Checking Partner Determination (SAP ECC)....................... ................. 10

3.1.1.3.3 Defining Item Category for Sales Items (SAP ECC) ............................. 10

3.1.1.3.4 Defining Item Category Usage (SAP ECC).......... ................................. 11

3.1.1.3.5 Defining Item Category Determination (SAP ECC).............. ................. 12

3.1.1.3.6 Specifying Copy Control for Deliveries (SAP ECC) .............................. 13

3.1.2 Billing Settings .......................................... .................................................. ..........14

3.1.2.1 Assigning Item Category for Billing..............................................................14

3.1.2.2 Defining Condition Determination of Sales Items ........................................ 14



CRM Complaints: Configuration Guide

1 PurposeThis configuration guide provides the information you need to set up the configuration of thisbuilding block manually.

Please be aware that the content of this guide is based on CRM 5.0, SP04.

2 Preparation

2.1 PrerequisitesThe building block CRM Complaints contains the configuration which is basic for a CRMComplaints and Returns scenario - for back office or Interaction Center purposes.

In case of using an ECC system as back-end system please make sure that you havesuccessfully set up the relevant sections of the following building blocks:

• B01 - CRM Generation

• C71 - CRM Connectivity • B09 - CRM Customizing Replication

• C03 - CRM Master and Transaction Data Replication

Before starting with the installation of a Complaint scenario using building block CRMComplaints please make sure that you have successfully set up the relevant sections of thefollowing building blocks:

• C01 - CRM Organizational Model

• C10 - CRM Central Master Data

• C13 - CRM Service Master Data

• C26 - CRM Service

2.2 SAP NotesBefore you begin the installation and configuration, read the relevant SAP Notes. These SAPNotes contain important information for installat ion and configuration, and also correctionsconcerning this building block.

Make sure that you have the most up-to-date version of SAP Notes. You can find the SAPNotes on the SAP Service Marketplace ( http://service.sap.com/notes ) or in SAPNet.

SAP Note # Component Description

(Currently there are no relevant Notes for thisbuilding block.)



3 Configuration

3.1 Business Process Configuration

3.1.1 Service Process Transactions

3.1.1.1 Preparatory Settings

3.1.1.1.1 Defining Partner Determination Procedure

UseThe purpose of this activity is to define partner determination procedures which the systemuses to automatically enter partners in business t ransactions. The partner functions andaccess sequences you defined before were combined here.

Procedure1. To carry out the activity, choose one of the following navigation options:

SAP CRM Defining Partner Determination Procedure

Transaction code SPRO

IMG Path Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure

2. Highlight the standard determination procedure for complaints 00000017 (Complaint) andchoose Copy As… .

3. Maintain the following values:

When creating new data manually (not using the BC-Set) for both languages (ENand DE), you need to maintain translation-sensitive data (descriptions, titles, textsetc.) twice, after having logged on the system with the appropriate language (ENand/or DE).

Field Name Field Entry

Procedure Y0000017

Description BP Complaint (EN);BP Reklamation (DE)

4. Choose Enter.

5. On screen Specify object to be copied choose copy all .

6. Confirm the following message.

7. Highlight the new procedure and double-click on node Partner Functions in Procedure .

8. Highlight function 00000014 Employee Responsible (CRM) and choose Details .



Partner Determination

Access sequence 1001 Business Partner Relationships: Sold-To Party

10. Save your entries.

ResultA new partner determination procedure was defined.



3.1.1.1.2 Defining Date Profile

UseThe date profile controls which date types, durations, reference objects and date rules can beused in a specific transaction type or item category.

Depending on the date profile, you also define the characteristics for date types and durations(for example, time unit, reference object, duration, date rule) in this activity.

The assigned date profile does not contain the necessary date type.In order to pre-assign values for requested schedule lines, the requested delivery date shouldbe maintained in the header. The assigned date profile COMPLAINT (which is assigned totransaction type YCOM ) must contain the necessary date type REQ_DLV_DATE .


SAP CRM Defining Date Profile


IMG Menu Customer Relationship Management Basic Functions Date Management Define Date Profile

2. Select and highlight date profile COMPLAINT (Standard Dates for Complaints) andchoose Copy As… .




Date Profile Y_COMPLAINT

Name BP Dates for Complaints (EN)BP Termine für Reklamationen (DE)

4. Choose Enter .

5. In dialog box Specify object to be copied choose copy all , then choose Continue .

6. Highlight the newly created date profile and double-click on view Date Types .

7. Choose New Entries and maintain the following data:


Date Types

Date Type REQ_DLV_DATE Rqstd Delivery Date Proposal – Order Hdr

Default Values for Manual Entry

Reference obj. System

8. Save your entries and choose Back .

9. Select and highlight date type SRV_CUST_END (Requested End ) and choose Details .



Date Rule

Date Rule SRV0002 Start + 3 Days




The rules are also language dependent. If you are not able to select date ruleSRV0002 Start + 3 Days please login to the system in German language andperform the necessary step as mentioned above.

3.1.1.2 Transaction Settings (SAP CRM)

3.1.1.2.1 Defining Transaction Type for Complaints

UseA transaction type defines the properties and characteristics of a business transaction (forexample, sales order, service request, sales call), and defines the control attributes (forexample, text determination procedure, partner determination procedure, status profile,organizational data profile). A transaction type controls the processing of a specific businesstransaction.

For creating a transaction type for complaints copy the standard transaction type CRMC –SAP Complaints . Keep all the standard settings from the standard transaction type CRMC asdefault settings – only the settings listed below will be changed.


SAP CRM Defining Transaction Type for Complaints


IMG Path Customer Relationship Management Transactions BasicSettings Define Transaction Types

2. Select transaction type CRMC (SAP Complaints) and choose Copy As…

3. For folder Definition of transaction types maintain only the following values (and keep theothers unchanged):


Field Name Entry

Trans. Type YCOM – BP Complaint

General

Description BP Complaint (EN);BP Reklamationen (DE)

Profiles

Partner Determ.Proc. Y0000017 (BP Complaint)

Org. Data Prof. Y00000000002 (BP Service Org. Data Profile (Header))

Date Profile Y_COMPLAINT (BP Dates for Complaints)

4. Save your entries and choose a customizing request if required.

ResultThe new transaction type for complaints is defined.



3.1.1.2.2 Maintaining Item Category

UseFor the creation of complaint items, copy the standard item category COMP - Complaints .Take over all settings from the standard item category for the copied item category. Adaptonly the settings listed below.


SAP CRM Maintaining Item Category


IMG Path Customer Relationship Management Transactions BasicSettings Define Item Categories

2. Select item category COMP - Complaints and choose Details .

3. Maintain the values as shown in the following table:

Field Name EntryProfiles

Date Profile BP Dates for Complaints (Y_COMPLAINT)

4. Choose Save .

5. Choose a customizing request if required.

ResultA new profile has been assigned to item category COMP.

3.1.1.2.3 Defining Item Category Determination

UseThe purpose of this activity is to define, per business transaction category and item categorygroup, which item categories the system defaults for processing business transactions. At thesame time, you can define which item categories can alternatively be entered manually forsystem default. There are a maximum of three alternative item categories possible.


SAP CRM Defining Item Category Determination


IMG Path Customer Relationship Management Transactions BasicSettings Define Item Category Determination

2. On Change View “Item Category Determination”: Overview screen select and highlight all entries with transaction type CRMC .

3. Choose Copy As…

4. On Change View “Item Category Determination”: Details of Selected Set screen just enterYCOM as transaction type and choose Enter .

5. Repeat this step until all data sets have been copied.




7. On Change View “Item Category Determination”: Overview screen choose New Entries .

8. Maintain the values as shown in the following table:

Field Name Value 1

Trans. Type YCOM (BP Complaints)

Item Cat. Group NORM (Sales Item)

Main item cat. COMP (Complaint Item)

Item Category DeterminationItem Category COMP (Complaint Item)

Alt. itm cat.1 REN (Returns Request)

9. Choose Save.


11. Choose Back twice.

ResultThe new item category determination is defined.

3.1.1.2.4 Defining Copy Control for Item Category

UseThe purpose of this activity is to enable the system to determine existing service contracts forthe business partner’s complaint items.


SAP CRM Defining Copy Control for Item Category


IMG Path Customer Relationship Management Transactions BasicSettings Copying Control for Business Transactions Define Copying Control for Item Categories

2. Choose New Entries .

3. Maintain the values as shown in the following tables:

Field Name Entry

Source Item Cat. YSCN (BP SLA Contract Item)

Target item cat. COMP (Complaints)

Copy Item Categories - General Control DataCopy conditions Do not copy conditions

Generate prod.master data again

4. Choose Save .


6. Choose Back twice.

ResultThe new copy control is defined.



The system can now determine existing service contracts.

3.1.1.3 Transaction Settings (SAP ECC)

UseIn order to enable the further processing of complaints, which have been created in a CRMsystem, in an ERP backend system, data needs to be transferred via CRM Middleware .

Data from complaints is transferred to the individual ECC components as follows:

CRM Documents Data Posted in ECC System ECC Component

Return request Return item SAP Sales and Distribution

Substitute delivery Sales order item SAP Sales and Distribution

Other follow-ondocuments (debit/creditmemos, actions, tasks)

No data transfer

Accounts receivable (debitmemo) or payable (creditmemo)

SAP Financial AccountingBilling for credit/debit

Revenue SAP Controlling

PrerequisitesIn the CRM system you have defined the transaction types CRMC (Complaints) and YCOM (BP Complaints) for complaints and the item category REN for a return request.

You did take care that the customizing settings in CRM (Sales) and ERP (Sales andDistribution) concerning transaction types etc. are matching.

3.1.1.3.1 Defining Sales Document Type (SAP ECC)

UseThe purpose of this activity is to define a corresponding sales document type for thetransaction types CRMC and YCOM for complaints in the corresponding ECC backendsystem.

The sales document types represent the different business transactions in Sales and performa central controlling function for the entire sales order process.

PrerequisitesTo define sales document types, you must make a large number of controlling specificationswhich are listed below. Be careful that the sales document types are not isolated but arealways closely linked with delivery types and billing types. When defining sales document

types, you must therefore take settings into account which are listed for deliveries and billingdocuments.

Procedure1. Access the activity using the following navigation options:

SAP ECC Defining Sales Document Type (SAP ECC)

Transaction Code VOV8

IMG Menu Sales and Distribution Sales Sales Documents SalesDocument Header Define Sales Document Types

2. Choose New Entries .



3. Enter the following data:

When creating new data manually for both languages (EN and DE), you need tomaintain translation-sensitive data (descriptions, titles, texts etc.) twice, afterhaving logged on the system with the appropriate language (EN and/or DE).


Sales document type YCOM – BP CRM Complaint (EN);

YCOM – BP CRM Reklamation (DE)SD document categ. C

Number Systems

No.range int.assgt. 01

No. range ext. assg. 02

Item no.increment 10

Sub-item increment 10

General Control

Check division 2 (Error)

Probability 0Output application V1 (Sales)

Item division

Read info record

Transaction flow

Screen sequence grp. AU (Sales Order)

Transaction group 0 (Order)

Doc. pric. procedure A (Standard)

Display Range UALL (All items)

FCode for overv.scr. UER1ProdAttr.messages A (Dialog)

Shipping

Delivery type LF (Outbound Delivery)

Billing

Dlv-rel.billing type F2 (Invoice)

Order-rel.bill.type F2 (Invoice)

Intercomp.bill.type IV (Intercompany Billing)

CndType line items EK02 (Calculated costs)

Paymt guarant. proc. 01 (Standard)

Paymt card plan type 03 (Payment card)

Checking group 01 (Standard)

Requested delivery date/pricing date/purchase order date

Propose deliv.date

Contract

Billing request DR (Debit Memo Request)




5. Select a customizing request if required.

ResultWith the new sales document type in the ECC system you are enabled to trigger furtherprocessing of complaints created before in the CRM system.

3.1.1.3.2 Checking Partner Determination (SAP ECC)

UseThe purpose of this activity is to define the rules how the automatic partner determination is tobe carried out. Business partners are contained in both the customer master records and thesales and distribution documents. You define partner determination for each of these objectsindividually.

PrerequisitesSales document type YCOM (BP CRM Complaint) has been created.


SAP ECC Checking Partner Determination (SAP ECC)

Transaction Code SPRO

IMG Menu Sales and Distribution Basic Functions PartnerDetermination Set Up Partner Determination

2. In the Choose Activity screen choose activity Set Up Partner Determination for SalesDocument Header .

3. On node Partner Determination Procedures check if partner determination procedure TA(Standard order) has been created.

4. Double-click on node Partner Determination Procedure Assignment and highlight salesdocument type YCOM (BP CRM Complaint).

5. Maintain the following value:

Sales Doc. Type Name Part.Det.Proc Name

YCOM BP CRM Complaint TA Standard order



3.1.1.3.3 Defining Item Category for Sales Items (SAP ECC)

UseItem categories, together with the sales document types, represent the different businesstransactions in the SAP system.


SAP ECC Defining Item Category for Sales Items (SAP ECC)




IMG Menu Sales and Distribution Sales Sales Documents SalesDocument Item Define Item Categories

2. Choose New Entries and maintain the following data to define two new item categoriesone after another:

When creating new data manually for both languages (EN and DE), you need tomaintain translation-sensitive data (descriptions, titles, texts etc.) twice, after

having logged on the system with the appropriate language (EN and/or DE).Field Name Field Entry

Item category YCOM – BP Complaint Item (EN);YCOM – BP Reklamationspos.(DE)

COMP – Complaint Item (EN);COMP – Reklamationspos.(DE)

Business Data

Pricing X (Pricing standard) X (Pricing standard)

Business Item

Sched.LineAllowed

Wght/Vol.RelevantCredit active

Determine Cost

Transaction Flow

Screen Seq.Grp N (Item) N (Item)

Bill of Material/Configuration

Structure scope B (Explode multi-level bill ofmaterial)

B (Explode multi-level bill ofmaterial)

Application SD01 (Sales and Distribution) SD01 (Sales and Distribution)

Param. effectivities3. Save your entries.


3.1.1.3.4 Defining Item Category Usage (SAP ECC)

UseWith this activity, you specify the item category usage which controls, for example, the systemresponse if during document processing an item does not refer to a material but to a text item.


SAP ECC Defining Item Category Usage (SAP ECC)


IMG Menu Sales and Distribution Sales Sales Document SalesDocument Item Define Item Category Usage

2. Choose New Entries and maintain the following entries:



When creating new data manually for both languages (EN and DE), you need tomaintain translation-sensitive data (descriptions, titles, texts etc.) twice, afterhaving logged on the system with the appropriate language (EN and/or DE).


Usg. RETR

Description BP Returns Request (EN);

BP Retourenanford. (DE)

3. Save your entry.

3.1.1.3.5 Defining Item Category Determination (SAP ECC)

UseThe purpose of this activity is to specify which item categories the system proposes duringdocument processing for each sales document type and item category group. At the sametime, you can specify additional item categories with which the system default can be

overwritten.

PrerequisitesSales document type YCOM has been created.


SAP ECC Defining Item Category Determination (SAP ECC)


IMG Menu Sales and Distribution Sales Sales Documents SalesDocument Item Assign Item Categories

2. Choose New Entries and maintain the following five assignments one after another(button Next Entry ):

Field name Ass. 1 Ass. 2 Ass. 3 Ass. 4 Ass. 5

Sales Doc. Type YCOM YCOM YCOM YCOM YCOM

Item cat.group NORM NORM NORM NORM

Item usage YRET YRET

ItemCat-HgLvItm

YCOM YCOM YCOM

Item category REN REN REN REN REN

Manual item cat TANN

Manual item cat YCOM

3. Save each assignment creation and choose Next Entry .




3.1.1.3.6 Specifying Copy Control for Deliveries (SAP ECC)

UseThe purpose of this activity is to define control data for the document flow of deliveriesconcerning the new sales document type YCOM – BP CRM Complaint .

Prerequisites

Sales document type YCOM has been created.


SAP ECC Specifying Copy Control for Deliveries (SAP ECC)

Transaction Code VTLA

IMG Menu Logistics Execution → Shipping → Copying Control → SpecifyCopy Control for Deliveries

2. Choose Display Change .

3. Choose Position… and select the following combination:

Field Name Entry

Delivery type LF (Outbound Delivery)

SalesDocType OR (Standard order)

4. Highlight this entry and choose Copy As…

5. Maintain the following entry:

Field Name Entry

From SalesDoc Type YCOM (BP CRM Complaint)

6. Choose Enter .

7. In dialog box Specify object to be copied choose copy all .8. Confirm the information.

9. Highlight the new entry LF – YCOM and double-click on view Item .

10. Choose Position and select item category RENN .

11. Highlight this entry and choose Copy As… .

12. Maintain the following entry:

Field Name Entry

Item category REN (Standard Item)

13. Choose Enter .



ResultA new copy control has been defined for the document flow YCOM LF.



3.1.2 Billing Settings

3.1.2.1 Assigning Item Category for Billing

UseThe purpose of this activity is to assign a combination of the business transaction type (thatis, process type of the source application) and the item category of the relevant CRMbusiness transaction to an item category in CRM Billing.

PrerequisitesThe relevant CRM billing item categories have been defined.


SAP CRM Assigning Item Category for Billing

Transaction Code BEA_ITC_DET

IMG Menu Customer Relationship Management Billing ItemCategory Determination Assign Item Categories

2. Highlight CRMB and choose Copy to select CRM Billing as Billing Engine Application.

3. Choose New Entries and enter the following data (using the input help):

Source Process Cat. Source Item Category Billing Itm Category

YCOM G2N G2N

YCOM L2N L2N


3.1.2.2 Defining Condition Determination of Sales Items

UseYou want to use products and prices for sales items in CRM complaints that have beenreplicated from ECC before. In addition you want to assign ECC price condition types to thepricing procedure of the service requests/complaint (related to the sales item of thecomplaint).

Therefore you have to relate the price condition types (originally coming from CRM or ECC) tothe relevant pricing procedures using condition exclusion .

There are two Notes dealing with the issue: 554510 and 554501 .

Prerequisites• Pricing procedures are maintained in the CRM system (e.g., Y3SRVV ) and the ECC

system (e.g., ZVAJUS )

• Condition types are maintained in the CRM system (e.g., 0PR0 ) and the ECC system(e.g., PR00 ).PR00 has been downloaded from the ECC system (see installation guide of buildingblock CRM Replication , section Replicating Conditions ).

• Check whether condition tables A304 (CRM) and SAP304 (ECC) are filled correctly.




SAP CRM Defining Condition Determination of Sales Items


IMG Menu CRM Basic Functions Pricing Define Settings forPricing Create Condition Exclusion

2. On the Choose Activity screen choose Condition Exclusion Groups: Condition Types .3. Select CRM (Sales) as application / work area and choose Continue .

4. Choose New Entries , maintain the following values and choose Enter :


Column Name Column Entry

ExGr YSER

Description BP Excl. Grp. 0PR0 (EN)BP Ausschl.Gr. 0PR0 (DE)

Source System Source: CRM

5. Highlight the newly created exclusion group YSER and double-click on node ConditionTypes .

6. Choose New Entries , enter the following values and choose Enter :


Cond. type 0PR0

Src. system Source: CRM

7. Save your entries and choose Back. 8. Highlight the newly created exclusion group YSER and choose Copy As…

9. Enter the following values and choose Enter :


ExGr YSEV

Description BP Excl. Grp. PR00 (EN)BP Ausschl.Gr. PR00 (DE)

Source System Source: CRM

10. Highlight the newly created exclusion group YSEV an double-click on node ConditionTypes .



Cond. type PR00

Src. system Source: CRM

12. Save your entries and choose Back .

13. On the Choose Activity screen choose Condition Exclusion: Procedure Assignment .

14. Select CRM (Sales) as application / work area and choose Continue .

15. Highlight pricing procedure Y3SRVV and double-click on node Exclusion .





Seq.number 1

ConExcProc Exclusive

ConExcIGr1 YSEV

ConExcIGr2 YSER

Source Source: CRM


ResultYou can now use products and prices for sales items within the complaint document that havebeen replicated from ECC before. You can also assign ECC price condition types to thepricing procedure of the complaints.

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