c1d crm702 bb configguide en xx

EHP2 for SAP CRM 7.0July 2013English

Document version 1.0

CRM External List Management (C1D)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM External List Management (C1D): Configuration Guide

Copyright

© 2013 SAP AG or an SAP affiliate company. All rights reserved.

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Icons

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Example

Note

Recommendation

Syntax

Typographic Conventions

Type Style Description

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE.

Example text Screen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools.

EXAMPLE TEXT Keys on the keyboard, for example, 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.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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Contents

1 Purpose.......................................................................................................................... 5

2 Preparation..................................................................................................................... 5

2.1 Prerequisites............................................................................................................5

3 Configuration..................................................................................................................5

3.1 External List Management.......................................................................................5

3.1.1 Defining Workflow for External List Management............................................5

3.1.2 Defining List Type...........................................................................................7

3.1.3 Defining List Origin..........................................................................................8

3.1.4 Defining Upload File........................................................................................8

3.1.5 Maintaining Mapping Format for External Lists...............................................9

3.1.5.1 Map Information about Marketing Permissions to Contacts of Accouts14

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CRM External List Management: Configuration Guide

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

2 Preparation

2.1 PrerequisitesBefore starting with the installation of this building block, please see the document Quick Guide to Installing SAP Best Practices for CRM.

3 Configuration

3.1 External List Management

UseThe 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.

3.1.1 Defining Workflow for External List Management

UseIn 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.

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WS14000129

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

You must classify task TS 14008000 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.

If you want to be informed of incorrect sending of mails you need to make a processor assignment for task TS 14007986 of this workflow template. This processor assignment is not needed for External List Management functionality.

The event linkage needs to be activated for event Mail Object Error (object CRM_DOCU - ERRORSENDSTATUSREACHED). The event linkage also needs to be activated for event Call StatusErrorSetMarket (object BUS2005001 - 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.

Procedure1. Access the activity using the following navigation options:

Transaction code OOCU

SAP CRM IMG menu Customer Relationship Management Basic Functions SAP Business Workflow Perform Task-Specific Customizing

2. In the Task Customizing Overview screen for application component CRM-MKT-EAL - External List Management click on Assign Agents.

3. Highlight the first workflow task CRM: Maintain Business Partner Package (WS14000029), choose Attributes (F8), select General Task and then choose Transfer (Enter).

(Alternatively, you can also assign the appropriate processor(s) directly here, but in this scenario no restrictions are needed.)

4. Repeat these settings for workflow task CRM: Show Business Partner Package (WS14000129) (which is also a task contained in application component CRM-MKT-EAL).

5. Choose Back (F3) and choose Activate event linking for application component CRM-MKT-EAL - External List Management.

6. Expand task WS 14000129.For event BUS20410 – ProcessWithError choose Detail view.

7. Select a customizing request if necessary.

8. In the dialog box select the property Event linkage activated and choose Continue (Enter).

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9. Repeat these activation steps for event BUS20410 – ProcessWithoutError, then choose Back (F3).

10. In the Task Customizing Overview screen for application component CRM-MKT-ML – Direct Mailing click on Assign Agents.

11. Highlight the workflow task Processing incorrect contact attempts (WS14000111), choose Attributes (F8), select General Task and then choose Transfer (Enter).

12. Choose Back (F3) and choose Activate event linking for application component CRM-MKT-ML – Direct Mailing.

13. Expand task WS 14000111.Activate the event linkage for the following events (as described above for the events of task WS 14000129):

Call StatusErrorSetMarket(object BUS2005001 - STATUSERRORSETMARKETING)

Mail Object Error(object CRM_DOCU - ERRORSENDSTATUSREACHED)

ResultThe Workflow for External List Management has been successfully set up.

3.1.2 Defining List Type

UseIn 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 (for example, restricted use may have to be applied).


Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management Marketing External List Management Define List Type

2. Choose New Entries and maintain the following values:

Field name User action and values

Type Y1

Description Customer Contacts

Rented

3. Save your entries.

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3.1.3 Defining List Origin

UseIn 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.


Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management Marketing External List Management Define List Origin

2. Choose New Entries and maintain the following values:


Origin Y00001

Description Trade Show

IDType

Consumer

Prio

3. Save your entries.

3.1.4 Defining Upload File

UseIn order to create business partners from external address lists, you have to create an address list with a specific file format (*.csv).

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Procedure1. You can use the pre-defined SAP Best Practices file Y_External_List.csv for an

exemplary business partner data upload to your CRM system, which includes some exemplary external addresses.You can find it via one of the following delivery channels:

SAP Business All-in-One for CRM solution:In the language-specific sub-directories of the Misc directory of the SAP Best Practices for CRM Documentation DVD, you can find a language specific version of the file, which you can use for your relevant language (e.g., Y_External_List_ES.csv stored in Sub-directory ES for the Spanish version).

SAP CRM Rapid-Deployment Solution:Being part of a Sample Files.zip being attached to the central SAP note of the relevant CRM solution package (e.g., for SAP Best Practices for CRM rapid-deployment solution).

2. If necessary, you can adapt the data according to your specific needs and save the file in .csv format.

Please take note that leading zeros are important for the input parameter value of some fields.For example, for field Title (PERS_TITLE_KEY) a four-digit value (for example, ‘0001’ instead of ‘1’) is necessary as input parameter when uploading the business partner data to a CRM system. For field Region (PERS_REGION) a two-digit value (for example, ‘08’ instead of ‘8’) is needed.

When editing the .CSV file with Notepad, all leading zeros are visible and still existing after saving the file.

Be careful when editing the .CSV file with Excel:You do not see existing leading zeros for the values. After saving the file all existing leading zeros get lost. One possibility to prevent this behavior is to define number format “Text” for the corresponding cells.

3.1.5 Maintaining Mapping Format for External Lists

UseExternal 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 to 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 the 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 (with the SAP CRM WebClient user interface) you can:

Maintain the mapping format name and description.

Preview a row from the address list file, specify the path of the address file, specify the separator type (delimiter) from a predefined list.

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Map the source fields to the target structure fields by choosing the Map option.

Maintain advance mapping rules. To do this, you can use the Add Mapping Rule option.

Procedure1. Enter the CRM WebClient UI with user POWER_USER and password welcome.

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

SAP CRM WebClient menu Marketing Create: Mapping Format

3. On the Mapping Format: New screen enter the following values.

Optional: To maintain a mapping format description in other languages you have to logon to the CRM WebClient in the target language:


General Data

ID YBPELM

Mapping Format (EN) ELM for Customer Address Data Upload

Mapping Format (DE) ELM für Upload von Kundenadressdaten

Mapping Format (ES) ELM para Carga de Datos de Clientes

Mapping Format (FR) ELM pour chargement d’adresses client

Mapping Format (PT) ELM para upload de dados de endereços de clientes

Mapping Format (RU) ELM для загрузки адресов клиентов

Mapping Format (ZH) 用于上载客户地址数据的 ELM

Mapping Format (TR) ELM – Müşteri Adreslerinin Yukarı Yüklemesi

Mapping Format (NL) ELM voor uploaden adresgegevens klanten

Mapping Format (CS) ELM pro nahrání adres zákazníků

Mapping Format (IT) ELM per upload dei dati degli indirizzi dei clienti

Mapping Format (PL) ELM dla załadowania danych adresowych klientów

Mapping Format (DA) ELM for indlæsning af kundeadressedata

Mapping Format (FI) ELM Asiakkaan perustietojen lataamiseen

Mapping Format (JA) 得意先住所データアップロード用 ELM

Mapping Format (NO) ELM for opplast av kundeadressedata

Mapping Format (SV) ELM för inläsning av kundadressdata

Mapping Format (HE) ELM עבור טעינת נתוני כתובת לקוח

Mapping Format (KO) 고객 주소 데이터 업로드를 위한 ELM

Mapping Format (HU) ELM ügyfélcímadatbázis feltöltés

Mapping Format (RO) ELM pentru import adrese client

Mapping Format (AR) الزبائن عناوين بيانات ELM تحميل

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Category Addresses

4. In area Preview, choose Select a File.

5. In the file selection dialog select file e.g. for US (EN): External_List_US_MARKPERM.csv (from the directory Misc of the SAP Best Practices for CRM Documentation DVD) and choose Upload.

You can also use the MISC File for US (EN) : Y_External_List_US.csv which does not contain any data about marketing permissions.

6. Maintain the following data :


Preview

File Location <e.g., from the Misc directory of the SAP Best Practices for CRM Documentation DVD>

Delimiter Semicolon

Record Number 1

Target Field Filter

Filter Criterion Organization

7. Choose Refresh.A preview of the first line of your uploading data is displayed in the Field Mapping table.

8. In table Field Mapping highlight the first position (e.g. Customer11 )In table Available Target Fields highlight the corresponding target field Name 1 (ORG_NAME1) from the available CRM standard business partner fields.

9. In order to assign those fields to each other choose Map.

10. Continue with the remaining fields and make the following assignments:

File Preview Target Field (ID)

Customer11 Name 1 (ORG_NAME1)

US ISO Code (ORG_COUNTRYISO)

5th avenue Street (ORG_STREET)

1123 House Number (ORG_HOUSE_NO)

10004 Postal Code (ORG_POSTL_COD1)

New York City (ORG_CITY)

NY Region (ORG_REGION)

2125550100 Telephone (ORG_TELEPHONE)

2125550200 Fax (ORG_FAX)

11. Choose Back.

12. Choose Save to save your entries.

13. Choose Edit

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14. Choose Refresh

15. To map the Person data change the filter criterion to ‘Person’ and follow the steps 8 through 10 to map target fields for person. Below are the recommended target fields for Person.


Mr Title (PERS_TITLE_KEY)

Gerald First Name (PERS_FIRSTNAME)

Black Last Name (PERS_LASTNAME)

5th avenue Street (PERS_STREET)

1123 House Number (PERS_HOUSE_NO)

10004 Postal Code (PERS_POSTL_COD1)

New York City (PERS_CITY)

NY Region (PERS_REGION)

US ISO code (PERS_COUNTRYISO)

2125550300 Telephone (PERS_TELEPHONE)

[email protected] E-Mail Address (PERS_E_MAIL)

Please note, that the Title abbreviations below are only examples for languages EN and DE. Please maintain the abbreviation according to your language in which you are logged on

16. In table Field Mapping highlight the position Title with value Mr;

17. Choose Add Mapping Rule

18. Choose Mapping Rule: Values

19. Insert the following values

Possible Values Description Mapped Values

0001 Ms. Ms.

0001 Ms. Ms

0001 Ms. Frau

0002 Mr. Mr.

0002 Mr. Mr

0002 Mr. Herr

20. Choose Back.

21. Choose Back.


23. Choose Edit.

24. Choose Refresh.

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25. To map the Business partner specific Marketing attributes, maintain Marketing attribute in the Filter criterion field. A new field Attribute set will be displayed below the field Filter criterion.

26. Select the Attribute that contains attribute values displayed in the File preview section. (e.g.VIP_EVENTS, scroll down if not displayed immediately)

27. In table Field Mapping highlight the first attribute value and In table Available Target Fields highlight the corresponding target attribute field and click on Map.

28. To map the other Marketing Attributes, add the following assignments:


VIP_EVENT Attended events (BP_CUST_CLASS/SAP_0000000001)

Y Club member (BP_CUST_CLASS/SAP_0000000003)

B Shopping frequency (BP_CUST_CLASS/SAP_0000000002)

29. Choose Back.


31. Choose Edit

32. Choose Refresh.

33. In table Field Mapping highlight the position 21 VIP_EVENT, with value ‘Attended Events’:




Possible Values Description Mapped Values

IN_HOUSE_PRESENTATION In-house presentation IN_HOUSE_PRESENTATION

ROAD_SHOW Road show ROAD_SHOW

TRADE_FAIR Trade fair TRADE_FAIR

VIP_EVENT VIP customer event VIP_EVENT

37. Choose Back.

38. In table Field Mapping highlight the position 22 Y with value ‘Club Member’.




Possible Values Description Target Values

N No N

Y Yes Y

42. Choose Back.

43. In table Field Mapping highlight the position 23 B with value ‘Shopping Frequency’

44. Choose Add Mapping Rule.

45. Choose Mapping Rule: Values.

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A less than 1x per month A

B less than 1x per week B

C more than 1x per week C

D more than 3x per week D

47. Choose Back.

48. Choose Back.


3.1.5.1 Map Information about Marketing Permissions to Contacts of Accouts

You can skip this step, if you are not working with Marketing Permissions

Use

To map the Marketing Permissions to Contacts perform the following steps:

Procedure

1. Open the mapping format YBPELM from above.

2. In the screen: Mapping Format: YBPELM, ELM for Customer Address Data Upload choose Edit

3. In the file selection dialog select file e.g. for US (EN): Y_External_List_US.csv (from the directory Misc of the SAP Best Practices for CRM Documentation DVD)

4. Choose Upload.

5. In the field Target Field Filter on the right side of the screen select ‘Marketing Permissions’ as Filter Criteria

6. In table Field Mapping scroll down until you reach entry ‘LET (Communication Channel)’. Highlight this entry

7. In table Available Target Fields highlight the corresponding target field Communication Channel (BP_CHANNEL) from the available target fieldfields.

8. In order to assign those fields to each other choose Map.

9. Continue with the remaining fields and make the following assignments:


1 (Consent) Consent (BP_PERMISSION)

INT (Form of Consent) Form of Consent (BP_ORIGIN)

Date of Consent Date of Consent (BP_VALID_FROM)

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Please note, that the Date must have 8 characters in the Date Format YYYYMMDD.

1. In table Field Mapping highlight the position Consent.





001 Given 1

001 Given 001

002 Rejected 2

002 Rejected 002

5. Choose Back.

6. Choose Back.


ResultA new mapping format has been created on the SAP CRM WebClient user interface.

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