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CRM Lean Campaign Management Content

Configuration Guide................................................................................................................... 2

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

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

2.1 Prerequisites ............................................................................................................ 2

2.2 SAP Note.................................................................................................................. 2

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

3.1 Basic Campaign Configuration................................................................................. 3

3.1.1 Define Objectives ............................................................................................ 3

3.1.2 Define Tactics.................................................................................................. 3

3.1.3 Define Campaign Types/Objectives/Tactics.................................................... 4

3.1.4 Maintain Sender Addresses for E-Mail............................................................ 5

3.2 Marketing Calendar.................................................................................................. 6

3.2.1 Define Search Criteria ..................................................................................... 6

3.2.2 Assign Search Criteria..................................................................................... 7

3.2.3 Assign Graphic Profile for Marketing Calendar ............................................... 7

3.3 Campaign Execution ................................................................................................ 8

3.3.1 Define Partner Determination Procedure ........................................................ 8

3.3.2 Maintaining Organizational Data Profile .......................................................... 9

3.3.3 Define Transaction Types for Marketing Activities ........................................ 10

3.3.4 Defining Interaction Object ............................................................................ 11

3.3.4.1 Defining Name of Interaction Object in Applications ............................ 11

3.3.4.2 Activating Interaction Object in Applications......................................... 12

3.3.4.3 Define Follow-Up Transaction Types for Interaction Object ................. 12

3.3.5 Defining Communication Strategy................................................................. 13

3.3.5.1 Defining File Export Variant .................................................................. 13

3.3.5.2 Defining File Storage Location.............................................................. 14

3.3.5.3 Define Communication Medium............................................................ 14

3.3.6 Mail Forms..................................................................................................... 15

3.3.6.1 Maintain Mail Form for E-Mail............................................................... 15

3.3.6.2 Maintain Mail Form for Business Partner Address File ........................ 17

3.3.7 Create Yahoo E-Mail Accounts for Business Partners.................................. 18

3.4 External List Management ..................................................................................... 18

3.4.1 Define Workflow for External List Management ............................................ 18

3.4.2 Define List Type............................................................................................. 20

3.4.3 Define List Origin ........................................................................................... 20

3.4.4 Defining Upload File ...................................................................................... 21

3.4.5 Maintain Mapping Format for External Lists.................................................. 21

3.4.6 Activate Checks............................................................................................. 22

3.5 User Interface Settings........................................................................................... 23

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) or in SAPNet.

SAP Note Area Title

CRM System

941938 Mail Form Mail-Form: Uploading files of type HTM are not saved

708557 External List Management ELM: Troubleshooting

941258 Marketing Calendar Marketing Calendar shows no queries

3 Configuration

3.1 Basic Campaign Configuration

3.1.1 Define Objectives

Use

In this activity, you can define objectives for campaigns and campaign elements.

The values that you define here can be selected from the input help for the objective field. This field is located on the Basic Data tab strip in the Marketing Planner.

The objective is an optional criterion (together with the campaign type and priority, for example) by which evaluations on the success of a campaign can as well be run in the Business Information Warehouse.

Procedure

1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu CRM → Marketing → Marketing Planning and Campaign

Management → Basic Data → Define Objectives

2. In the CRM Marketing Planning Objectives maintain the following data:

Objective Description (EN) Description (DE)

Y002 Brand Awareness Markenbewusstsein

Y003 Customer Acquisition Kundenakquisition

Y004 Increase consumer awareness Erhöhung des Kundenbewusstseins

Y005 Customer Retention Kundenbindung

Y006 Product Information Produktinformation

Y007 Lead Generation Leadgenerierung

3.1.2 Define Tactics

Use

In this activity, you define the tactics for campaigns and campaign elements or trade promotions and trade promotion elements.

The values that you define here are then shown in the input help for the Tactic field. You can find this field on the Basic Data tab page.

When you evaluate the campaign or trade promotion in the Business Information Warehouse, you can use this field to report on the effectiveness of these tactics.

Procedure




Management → Basic Data → Define Tactics

2. In the CRM Marketing Planning Tactics maintain the following data:

Tactic Description (EN) Description (DE)

Y002 Multiple strategies Mehrfachstrategien

Y003 Product Presentation Produktpräsentation

Y004 Trade Show Verkaufsveranstaltung

3.1.3 Define Campaign Types/Objectives/Tactics

Use

Campaign types are an optional feature in the Marketing Planner and are used to help categorize individual campaigns or trade promotions (for example, telephone or e-mail campaigns). The campaign type is one of the attributes of a campaign which can be used to compare the success rate of different campaigns. There are no restrictions to the number or category of campaign types you may define. In the Marketing Planner, they can be selected in the field Campaign Type on the tab page Basic Data. You can also create and assign objectives specifically for a predefined campaign type and/or create pairs of objectives and tactics for this campaign type. These must first be defined under Define Objectives and Define Tactics respectively.

Procedure




Management → Basic Data → Define Campaign Types/Objectives/Tactics

2. Choose New Entries:

Field name Description User action and values Note

Campaign Type Y002

Description EN: Product Promotion

DE: Produkt-Promotion

Category Campaign

Coupon No coupon

MDF Type Not MDF relevant

Unused Assigments

No selection

Extract TGs Selected

Extract Mail GUIDs Selected

3. Select the newly created campaign type Y002 and assign the following combination of objectives and tactics to this type via choosing Campaign Type / Objectives and Campaign Type / Objectives / Tactics:

Campaign Type

Objective Description Tactic Description

Y002 0001 Increase Revenue

Y003 Product Presentation

Y002 Y002 Brand Awareness

Y004 Trade Show

Y002 Y003 Customer Acquisition

Y002 Y004 Increase consumer awareness

Y002 Y005 Customer Retention

Y002 Y006 Product Information

Y002 Y007 Lead Generation

3.1.4 Maintain Sender Addresses for E-Mail

Use

In this activity, you enter the E-mail address that is to appear as the sender's address for the recipients of a marketing E-mail. You need to make this setting if you are planning an e-mail marketing campaign.

In the Marketing Planner you enter this address under the tab strip Channels for the marketing element to which the target group is assigned.

In addition to a sender address, you can also enter an address that is to appear as the reply address in the E-mail. This enables you to specify two separate addresses where needed.

Procedure


Transaction Code SPRO


Management → Personalized Mail → Maintain Sender Addresses for E-Mail

2. Choose New Entries.

3. Enter the following values for the new mail address:

Ident. Mail Address Reply

YMKT_ADR marketing@<CRM client>.<CRM system ID>.r3.sap-ag.de

e.g. [email protected]

Marketing Department

4. Save your settings.

3.2 Marketing Calendar

Use

The marketing calendar is designed to act as a central entry point and to provide a working area that gives you an overview of all promotional events within a certain time range, providing basic information, such as the name of the promotion, status and time range in the form of bars. It also allows you to create new promotions or campaigns by creating a bar directly in the appropriate time range and to reschedule any of your planned activities by moving or stretching this bar. You can also delete the activity or copy it elsewhere.

3.2.1 Define Search Criteria

Use

In this activity you define search criteria that you wish to use for the query in the calendar.

Standard settings

Search criteria beginning with '0' are part of the standard delivery. If you require additional search criteria, you should use an ID in one of the namespaces provided.

Activities

Firstly maintain an ID and a language-dependent description for the search criteria. Then select the table/structure and the field that you wish to use as a search field. You can select a field directly in the maintenance view; if this is unique, the table/structure is set automatically. If you have set the search field so that it can be selected more than once, you can enter complex search criteria for the search field in the calendar application.

Prerequisites

If you want to use fields from tables/structures as search fields in search criteria, you need to ensure that these fields are in a table or structure that has been maintained in the activity Define Search Tables

Procedure




Management → Marketing Calendar → Define Search Criteria

2. Create a new search criteria:

Field name Description

YBP_QUERY BP_Search_Criteria

3. As Search Criteria Information for the newly created search criteria YBP_QUERY you should maintain the following data:

SCrit Tbl SearchCrit MultSelect

CGPL_PROJECT CREATED_BY X

CGPL_PROJECT EXTERNAL_ID

CRM_MKTPL_ATTR CAMP_TYPE X

Result

Now you have successfully maintained your search criteria for the Marketing Calendar.

3.2.2 Assign Search Criteria

Use

In this activity you can assign the search criteria you defined in the preceding activity to categories from the Marketing Planner, for example, to a campaign or trade promotion.

Procedure




Management → Marketing Calendar → Assign Search Criteria

2. Create new search criteria:

Category SCritID

Campaign BP_Search_Criteria

Marketing Plan BP_Search_Criteria

Result

Now you have successfully assigned your search criteria to Marketing Plans and campaigns.

3.2.3 Assign Graphic Profile for Marketing Calendar

Use

In this activity you enter all of the graphic profiles that you wish to make available in the user settings for the marketing calendar. You must make an entry here before you use the calendar. The profile defines how the calendar is displayed, for example, the colors, shapes and so on.

You can also decide on the color for each campaign type (type view) and for each status (status view) for every graphic profile.

Default:

There are four standard graphic profiles:

• The first three profiles are color profiles and use color as the differentiating factor.

• Profiles 1 and 2 use the whole color palette.

• The third profile does not use the color green.

• The fourth profile uses templates to differentiate between the different graphic elements.

Procedure




Management → Marketing Calendar → Assign Graphic Profile

for Marketing Calendar

2. Highlight the first graphic profile and maintain specific colors for different campaign types.

Graphics ID Bar Profile Group Name Index

1 All Colors - Profile 1 MKTP COLOUR 1

3. Select the following campaign types and assign the colors accordingly.

Graphics ID CampType Type

1 0001 03

1 Y002 12

The colors are already assigned to different statuses.

Result

Now you have successfully assigned the graphic profiles to for the marketing calendar.

3.3 Campaign Execution

3.3.1 Define Partner Determination Procedure

Use

In this activity, you define partner determination procedures that the system uses to automatically enter partners in business transactions. The partner functions and access sequences you have defined are brought together here. When you define a new procedure, you assign it to a transaction category or an item object type, and enter required and mandatory partner functions. These are the partner functions the system looks for in transactions. You maintain settings for each partner function, and list which functions are displayed in the transaction document header. When you later assign this procedure to a transaction type or an item category, the settings you make here are valid in transactions of that type or for items of that category.

Procedure



SAP CRM IMG menu CRM → Basic Functions → Partner Processing → Define Partner Determination Procedures

2. Select procedure 00000002 Business Activities and copy as Y0000040 Marketing Activities (with all dependent entries).

3. Select procedure Y0000040 Marketing Activities and go to folder Partner Functions in Procedure.

4. Make a new entry with the following data:

Field name User action and values

Function 00000014 Employee Responsible (CRM)

No. of Occurrences (Low) 1

No. of Occurrences (High) 1

Calendar maintenance X

Changeable address X

Access Sequence 0008 Preceding Document -> User

5. Delete Function ‘00000022 Person Responsible (CRM)’

6. Go to folder User Interface Settings and make the following entries for Procedure Y0000040 Activities at Header Screen:


Partner Function1 00000009 Activity Partner (CRM)

Partner Function2 00000015 Contact Person (CRM)

Partner Function3 00000014 Employee Responsible (CRM)

7. Save your entries.

3.3.2 Maintaining Organizational Data Profile

Use

The purpose of this activity is to create a new organization determination profile that allows you to determine the responsible organizational unit by means of the assignment of the respective system user, which creates a business transaction, in the organizational model.

Prerequisites

The organizational model has been created and all persons creating business transactions in the CRM system are assigned to an organizational unit - either as user or as business partners with an assigned user.

The standard organizational determination rule 10000194 – User orgunit exists.

Procedure

1. Access the activity using one of the following navigation options:

Transaction code CRMC_ORGPROF

SAP CRM IMG menu CRM → Master Data → Organizational Management → Organizational Data Determination � Change Rules and Profiles � Maintain Organizational Data Profile

2. To create the new organizational data determination profile Y00000000001 perform the following steps:

3. Choose New Entries and enter the following values:

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

Field Entry

Profile Y00000000001 - BP Sales Org. Data Profile - Country/Reg (EN)

Scenario Sales

Determination Rules

Organizational Model Determin. Rule 10000166 (Det. acc. to partner attr. (Reg, country))

Responsibilities 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 for being assigned to one or more CRM business transactions.

3.3.3 Define Transaction Types for Marketing Activities

Use

A transaction type defines the properties and characteristics of a business transaction (for example, sales order, service request, sales call), and defines the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile). A transaction type controls the processing of a specific business transaction. A transaction type is assigned to one or several business transaction categories (for example, activity, sales). The business transaction category determines the business context in which the transaction type can be used (for example, service, sales, activity). This means that one business transaction category is the leading business transaction category. This category is not related hierarchically to other business transaction categories, but represents a preference. A sales transaction with business activity data would, for example, be more likely to have 'sales' as leading business transaction category than 'business activity'. The purpose of this activity is to reduce and adapt the required transaction types.

When sending Marketing E-mails to a group of customers containing in a target group the intention is to capture this information as an outbound marketing activity. Furthermore the business procedure requires a separate inbound activity in case the customer declines the trade show participation.

In this case two marketing activities have to be created.

Procedure



SAP CRM IMG menu CRM → Transactions → Basic Settings → Define Transaction Types



Trans.Type Y005

Short Description EN: BP MKT Outb. E-Mail

DE: BP MKT Ausg. E-Mail

Description EN: Outbound Marketing E-Mail

DE: Ausgehende Marketing E-Mail

Leading Transaction Category BUS2000126 Business Activity

Commitment Date Commitment Date is not calculated

Text Det. Procedure ACT00003

Partner Determ.Proc. Y0000040

Status Profile CRMACTIV

Org. Data Prof. Y00000000001

Date Profile 000000000002

No.Range Object CRM_ACTIVI

Int.No.Range No 01

3. Enter transaction category Business Activity for this transaction type.

4. In the Customizing Header you have to maintain the following data for this transaction type:


Category E-Mail

Priority Medium

Goal Arouse Interest

Direction Outbound


3.3.4 Defining Interaction Object

3.3.4.1 Defining Name of Interaction Object in Applications

In this activity, you define the name of the interaction object in your application. You should enter this name for every language you use. This name (for example, campaign contact) is displayed when maintaining the interaction object in applications (for example, activities, IC WinClient, or IC WebClient).

If you do not enter a name here, the name 'Interaction Object' is used by default.

Procedure



SAP CRM IMG menu CRM → Basic Functions → Interaction Object → Define Name of Interaction Object in Applications

2. Choose New Entries and maintain the following values:

Field name Description User action and values Note

Scenario CRM Marketing Mass Campaigns

Name Campaign Contact


3.3.4.2 Activating Interaction Object in Applications

In this activity you define the applications in which you can use the interaction objects.

Procedure



SAP CRM IMG menu CRM → Basic Functions → Interaction Object → Activate Interaction Object in Applications


Appl. Act.

Fact Sheet X

Activities / Account and Contact Management X

Interaction Center Winclient X

Interaction Center WebClient X


3.3.4.3 Define Follow-Up Transaction Types for Interaction Object

In this activity, you define which business transactions can be used in the document flow as follow-up transactions for interaction objects (IO). To do this, first add the transaction type you require. Only the documents that belong to the transaction types can be generated as successors to the IO (in application Activities).

In the second stage of Customizing, you define how the business partner of the interaction object is transferred to the follow-up transaction. Because the IO, unlike business transactions such as the activity, does not possess any partner functions, the usual copy control by the partner functions cannot be used.

For this reason, you must define how business partners of the Person or Organization type are transferred to the partner functions of the follow-up documents. Both B2B and B2C scenarios are taken into consideration.

Procedure



SAP CRM IMG menu CRM → Basic Functions → Interaction Object → Define Follow-Up Transaction Types for Interaction Object

2. Choose New Entries and maintain the following combination of Follow-Up Transaction Type, Business Partner Type and Partner Functions:

Tgt Trans. Type BP Type ID Function

00000009 01

00000009

02 00000009

03 00000009

ACTI

04 00000009

Tgt Trans. Type BP Type ID Function

01 00000009

02 00000009

03 00000009

Y010

04 00000009


3.3.5 Defining Communication Strategy

3.3.5.1 Defining File Export Variant

Use

In this activity, you define the export variants for the file export in the campaign execution.

The export variant determines which format the file to be exported will have, which format parameters need to be considered, and whether the file should be assigned to the campaign or not.

By default, XML, and CSV formats are supported.

The file export variants defined here are assigned to a communication medium in the activity Define Communication Medium.

Procedure




Management → Campaign Execution → Define File Export Variant

2. Choose New Entries and maintain the following data:


Variant ID Y001

Format CSV

Assignment Assign as Attachment If you choose No Attachment you have to define a storage location for the file in the following activity.

Extension XLS

Description Open channel BP address file

3. Select the new file export variant and choose Settings.


Format Parameter Parameter Value

HEADER_ROW X

ESCAPE ‘’

SEPARATOR ;


3.3.5.2 Defining File Storage Location

Use

The address file for business partners that is generated via the campaign execution can be assigned directly to the campaign or stored on a file server.

For the storage on a file server you have to define specific settings.

Procedure

1. Access the activity using the following navigation option:

Transaction code FILE

2. Select the logical file path MARKETING_FILES.

3. Choose Assignment for Physical Paths to Logical Path.

4. Select your operating system and choose Details.

5. Enter the file path in the field Physical Path. See F1 help for this field for details.

6. Choose Save.

3.3.5.3 Define Communication Medium

Use

In this activity you specify communication media (in effect communication strategies consisting of one or more different media) by which you intend to contact business partners within a marketing campaign. You enter the communication medium in the Marketing Planner under Channels.

The attributes of each communication medium are transferred to the Business Information Warehouse for evaluation.

Background

Each communication medium consists of one or more communication methods together with a priority that you assign to a communication method.

If you want to trigger business transactions (activities for example) then on the same screen, assign a business transaction type (defined in Customizing) to the relevant communication method.

Procedure



SAP CRM IMG CRM → Marketing → Marketing Planning and Campaign

Management → Campaign Execution → Define Communication Medium

2. Create a new communication medium with the following data:


Medium Y002

Communication Medium EN: E-mail with activity creation

DE: E-Mail mit Aktivitätengenerierung

Folder: Define Properties and Business Transaction Types

Priority 1

Communication Method Internet Mail (SMTP)

Transaction Type Y005

Category E-Mail

3. Create a second communication medium with the following data:


Medium Y004

Communication Medium EN: Open Channel - Address Data File Export

DE: Offener Kanal - Datei-Export Adressdaten

Folder: Define Properties and Business Transaction Types

Priority 1

Communication Method File Export

Transaction Type

Category

Folder: Assign File Export Variant

Variant ID Open channel BP address file


Result

Now you have created two new communication channels

• E-Mail execution that generates marketing outbound activities in parallel to the E-Mail sending process itself.

• Open channel execution that generates and export file with address data. This file can be used as an input file for letter generation.

3.3.6 Mail Forms

3.3.6.1 Maintain Mail Form for E-Mail

Use

In the following you will create or copy an existing E-Mail Form and integrate the newly generated Survey URL.

Basically mails can be personalized in the sense that the content and format of the mail can be tailored to the recipient’s individual profile by defining conditions as to when certain content is sent.

The transaction for maintaining mail forms enables you to create and maintain the layout and form logic for mail forms. It consists of the following elements:

The locator consists of the tab strips Search, Worklist, and Field list. The locator can be increased/decreased in size or hidden altogether.

• Search

Enables you to search for mail forms according to name or usage. The mails are displayed in a list which is automatically saved, enabling you to scroll backwards and forwards between different lists. You can assign mail forms in the list to the worklist.

• Worklist

Used as a container for mail forms that you are processing. New mail forms are stored here temporarily, pending being saved to the database.

• Mail form

Displays the nodes belonging to a mail form in a tree structure, together with a list of attributes that can be included in a text or entered as conditions.

Prerequisites

You should have generated a valid survey URL in advance.

Procedure


Transaction code CRMD_EMAIL

SAP CRM menu Marketing → Personalized Mail � Maintain Mail Form

2. Choose Create.

3. Enter name/ID Y_Trade_Show_Invitation and description Trade Show Invitation.

4. If you intend to use the mail form as E-Mail you should select Channel Internet Mail (SMTP) and Text HTML.

5. To maintain a complete E-Mail form you would have to create at least one text field. Therefore highlight Main in the navigation tree of the left hand side and in the context menu select Create � Text.

6. Now you can freely define the content of your E-Mail.

7. Choose Import File into Text Block and import the pre-defined text from the file Y_Trade_Show_Invitation.txt in directory MISC of the Best Practices documentation CD.

8. Once you have finished you can additionally assign a subject line. Therefore highlight the folder (this should still be called Page if you didn’t change the name already) and in the context menu select Create � Subject Line. Now you can enter any text that should apply in the subject Line of your final E-Mail, for example Trade_Show_Invitation.

9. Save your new mail form.

10. A translation of the mail form is necessary if the E-Mail has to be sent to business partners which correspondence language is different to the current mail from language.

11. Choose Switch Between Display/Change.

12. Choose Goto � Translate Form.

13. Translate the text of the mail form to other languages.

14. Choose Save.

3.3.6.2 Maintain Mail Form for Business Partner Address File

Use

In the following you will create a Mail Form that will be used for generating an external address file when executing a campaign via channel Open Channel.

This Mail Form consists of the business partner attributes that are required for the address file.

Procedure


Transaction code CRMD_EMAIL

SAP CRM menu Marketing → Personalized Mail � Maintain Mail Form

2. Choose Create.

3. Enter name/ID Y_OPEN_CHANNEL_ADDRESS_FILE and description Open Channel Address File.

4. Choose Channel File Export and Text Type Plain Text. Choose Confirm.

5. Highlight Main in the navigation tree of the left hand side and in the context menu select Create � Text.

6. Now you can freely define the content of your address file format.

7. In the attribute area expand object Business Partner.

8. Copy at least the following attributes of this object via drag and drop into the mail from. You can search for attributes via right clicking on header Fld.

Attribute Fld

Title TITLE_KEY

Name 1 NAME 1

First Name FIRSTNAME

Last Name LASTNAME

Postal Code POSTL_COD1

City CITY

Street STREET

House Number HOUSE_NO

9. Save your new mail form.

3.3.7 Create Yahoo E-Mail Accounts for Business Partners

Use

In the business scenario E-Mails are sent to the business partners who should be invited to the trade show.

Therefore a unique E-Mail address has to be assigned to a business partner.

For testing purposes you can create dummy Yahoo E-Mail accounts as described in this activity.

Procedure

1. Go to www.yahoo.com

2. Create an E-Mail account for the Business Partners of your campaign target group. Choose Mail and then Get a free Yahoo! Mail account.

3. To assign the E-Mail address to your business partners, choose one of the following navigation options:

Transaction code BP

SAP CRM menu Master Data → Business Partner → Maintain Business Partner

4. Select the business partner for E-Mail address assignment. Assign E-Mail addresses to business partner with ID prefix “C”, e.g. C6120 if you use the SAP Best Practices example business partners.

5. On the Address tab enter the E-Mail address in field E-Mail.

3.4 External List Management

Use

The business scenario External List Management provides you with a comprehensive solution to manage your external address lists to acquire new customers, increase market share, and to increase brand awareness. It encompasses the complete process of procuring external addresses, checking and preparing this data to create business partners and target groups from these address records.

3.4.1 Define Workflow for External List Management

Use

In our business scenario the only customizing step that needs to be performed is the “Implement Workflow Customizing” activity.

In this activity, you perform classification, processor assignment and event linkage for the following workflow templates.

WS14000029

This workflow template is assigned to application component CRM-MKT-EAL.

You must classify this workflow template as a General task. Processor assignment and event linkage are not necessary.

The workflow template is needed for processing the work steps in an address list. It is started directly via a start date.

This workflow template must not be changed, otherwise address list processing cannot be guaranteed.

WS14000129

This workflow template is assigned to application component CRM-MKT-EAL.

You must classify task TS14008000 of this workflow template as a General task. A processor assignment is not necessary, as the processor is specified when the work item is created. The event linkage must be activated for both events ProcessWithError and ProcessWithoutError.

This workflow template is needed in order to inform the user after the workflow for template WS14000029 has been completed. You can copy this workflow template and change the copy.

If you do not wish to be informed of this, do not perform classification and event linkage.

WS14000111

This workflow template is assigned to application component CRM-MKT-ML.

You must make a processor assignment for task TS14007986 of this workflow template if you want to be informed of incorrect sending of mails. This processor assignment is not needed for External List Management functionality.

Event linkage must be activated for event ErrorSendStatusReached (object CRM_DOCU). For object BUS2005001, event linkage must also be activated for event StatusErrorSetMarketing. This event is created if a planned call cannot be made in IC.

In External List Management, this workflow template is needed to correct the counters for outbound contacts if an outbound contact cannot be performed.

If you do not want to correct the contact counter, do not perform the event linkage.

Procedure



SAP CRM IMG menu CRM → Marketing → External List Management → Implement Workflow Customizing

2. In the IMG Activity click on Assign agents.

3. Highlight the first workflow task CRM: Maintain Business Partner Packages (WS14000129), choose Attributes, select General Task and finally choose Transfer.

Alternatively, you could also assign the appropriate processor directly but in this scenario no restrictions are needed.

4. Continue with the remaining workflow tasks and apply the general usage here as well.

5. Move backwards and activate the event linkage for WS 14000111 and WS 14000129.

3.4.2 Define List Type

Use

In this activity you define the possible types of your lists.

If the data in an address list is rented, the indicator is set to Rented.

Rented business partners have to be treated in a specific way in the system after upload, e.g. restricted use may have to be applied.

Procedure



SAP CRM IMG menu CRM → Marketing → External List Management → Define List Type



Type Y1

Description Customer Contacts

Rented


3.4.3 Define List Origin

Use

In this activity you define the possible origins of your lists.

The values that you define here are available in the input help for the field Origin.

For each origin defined you can set the Consumer indicator to determine whether general business partners or consumers are created when you generate business partners.

You can assign the origin of an identification type for the business partner.

The origin consists of a technical key and a short description. An identification type can also be assigned to the business partner.

Identification numbers (for example, social security numbers, Duns numbers, etc.) can be defined in the business partner master record. Identification numbers always require an identification type.

If the provider of external address data delivers a unique identification number for each data record, it is often required that this number is filed when generating the business partners in the master data. When the origin of the business partner list is defined, the identification type for the identification number is also defined.

If no identification type is defined with the origin of the business partner list, this means that no identification number can be assigned when the business partner is generated.

Identification numbers must be mapped to the fields ORG_ID_NUMBER or PERS_ID_NUMBER in ELM's mapping tool.

Procedure



SAP CRM IMG menu CRM → Marketing → External List Management → Define List Origin



Origin Y00001

Description Trade Show

IDType

Consumer

Prio


3.4.4 Defining Upload File

Use

For creating business partners from external address lists you have to create an address list with a specific file format.

Procedure

1. Open the pre-defined file Y_External_List.csv with external addresses from the directory MISC of the Best Practices documentation CD.

2. Adapt the data according to your specific needs.

3. Save the file in .csv format.

3.4.5 Maintain Mapping Format for External Lists

Use

External List Management involves procuring external addresses, checking and preparing this data, creating business partners from these address records, using these business partners in marketing campaigns, and analyzing (reporting) the methods used. You can use the acquired data from the external address lists for various business scenarios.

In order to be able to upload an external address list directly in the CRM System and create the business partners you need to define the format of your mapping data first.

You use the mapping tool to maintain the mapping formats in External List Management (ELM). You need to maintain a mapping format to map data while maintaining address lists. The address list may either be mapped directly to the SAP Business Partner structure or converted to suit this structure.

Using the mapping tool you can:

• Maintain the mapping format name and description.

• Preview a row from the address list file in the SAP user interface, specify the path of the address file, specify the separator type from a predefined list and choose the row to be previewed by appropriately entering the preview row number in the field Preview row

• Map the source fields to the target structure fields by choosing the Map Field option

• Maintain advance mapping rules. To do this, you can use the Expand Advanced Mapping Rules option

Procedure


Transaction code CRMD_MKTLIST_MAP

SAP CRM menu Marketing → External List Management � Maintain Mapping Formats

2. Choose New.

3. Enter the following values:


Mapping Format YBPELM

Description ELM for Best Practices

File File Y_External_List.csv from the directory MISC of the Best Practices documentation CD

Field separator Semicolon

Preview row 1

4. A preview of the first line of your uploading data is displayed.

5. Flag the first field “Black” and assign the field PERS_LASTNAME from the available CRM standard business partner fields on the Person tab. Continue with the remaining fields and make the following assignments:

File Preview Target Field

Black PERS_LASTNAME

Gerald PERS_FIRSTNAME

US PERS_COUNTRYISO

10004 PERS_POSTL_COD1

New York PERS_CITY

02 PERS_TITLE_KEY

5th avenue PERS_STREET

1123 PERS_HOUSE_NO

6. Choose Save.

3.4.6 Activate Checks

Procedure

When uploading the external list, postal checks and duplicate checks can be used.

For both checks interfaces to external products are provided.

For details, see SAP IMG path

• CRM � Marketing � External List Management � Activate Postal Check and

• CRM � Marketing � External List Management � Activate Duplicate Check

These checks are not required for the Best Practices Campaign Management scenario.

3.5 User Interface Settings

Use

In this step, you can carry out field selection for marketing plans, marketing plan elements, campaigns and campaign elements, i.e. you can reduce the amount of displayed fields for these documents.




Management → User Interface Settings

2. Adapt the user interface by using the IMG activities of this IMG section.

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