crm survey config

SAP CRM 2007

March 2009

English

CRM Lean Campaign Management (C22)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM Lean Campaign Management (C22): Configuration Guide

Copyright

© Copyright 2009 SAP AG. All rights reserved.

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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, 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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ContentsConfiguration Guide.................................................................................................................. 5

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

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

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

2.2 SAP Notes...............................................................................................................5

3 Configuration..................................................................................................................6

3.1 Basic Campaign Configuration................................................................................6

3.1.1 Defining Objectives.........................................................................................6

3.1.2 Defining Tactics...............................................................................................6

3.1.3 Defining Campaign Types/Objectives/Tactics.................................................7

3.1.4 Maintaining Sender Addresses for E-Mail.......................................................8

3.1.5 Maintaining Product Hierarchies for Campaign...............................................9

3.2 Marketing Calendar.................................................................................................9

3.2.1 Assigning Graphic Profile for Marketing Calendar...........................................9

3.3 Campaign Execution..............................................................................................10

3.3.1 Defining Partner Determination Procedure....................................................10

3.3.2 Maintaining Organizational Data Profile........................................................11

3.3.3 Defining Transaction Type for Marketing Activities.......................................13

3.3.4 Interaction Object Definition..........................................................................14

3.3.4.1 Defining Name of Interaction Object in Applications.............................14

3.3.4.2 Activating Interaction Object in Applications.........................................14

3.3.4.3 Defining Follow-Up Transaction Types for Interaction Object...............15

3.3.5 Communication Strategy Definition...............................................................16

3.3.5.1 Defining File Export Variant..................................................................16

3.3.5.2 Defining File Storage Location..............................................................17

3.3.5.3 Defining Communication Medium.........................................................17

3.3.6 Mail Forms....................................................................................................19

3.3.6.1 Creating Survey URL............................................................................19

3.3.6.2 Maintaining Mail Forms.........................................................................21

3.3.6.3 Creating E-Mail Account for Business Partner......................................24

3.4 External List Management.....................................................................................24

3.4.1 Defining Workflow for External List Management..........................................24

3.4.2 Defining List Type.........................................................................................26

3.4.3 Defining List Origin........................................................................................27

3.4.4 Defining Upload File......................................................................................28

3.4.5 Maintaining Mapping Format for External Lists.............................................28

3.4.6 Activating Checks (Optional).........................................................................30

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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.

The execution of campaigns via call lists requires the installation of the building block CRM Interaction Center (C78)

2.2 SAP NotesBefore you begin the installation and configuration, read the relevant SAP Notes. These SAP Notes contain important information for installation and configuration, and also corrections concerning this building block.

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

SAP Note Component Title

CRM System

708557 CRM-MKT-EAL (External List Management)

ELM: Troubleshooting

672599 CRM-MKT-SEG-IEX (Interface Execution)

File export - sample implementation BAdI open

697572 CRM-MKT-SEG-TGR Additional information about the Segment Builder

The following notes contain information regarding the sending of e-mails from SAP system. Refer to these notes if you experience problems with the sending of mails from campaigns.

455140 BC-SRV-COM Configuration of e-mail, fax, paging or SMS using SMTP

101573 BC-SRV-COM-INT Internet Mail Gateway: Versions

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3 Configuration

3.1 Basic Campaign Configuration

3.1.1 Defining Objectives

UseIn 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 page in the Marketing Planner.

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

Procedure1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management Marketing Marketing Planning and Campaign Management Basic Data Define Objectives

2. In the CRM Marketing Planning: Objectives view 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

ResultNew objectives for campaigns and campaign elements have been defined.

3.1.2 Defining Tactics

UseIn 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.

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In case 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.



SAP CRM IMG menu Customer Relationship Management Marketing Marketing Planning and Campaign Management Basic Data Define Tactics

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

Tactic Description (EN) Description (DE)

Y002 Multiple strategies Mehrfachstrategien

Y003 Product Presentation Produktpräsentation

Y004 Trade Show Verkaufsveranstaltung

ResultSome new tactics for campaigns and campaign elements or trade promotions and trade promotion elements have been defined.

3.1.3 Defining Campaign Types/Objectives/Tactics

UseCampaign 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.



SAP CRM IMG menu Customer Relationship Management Marketing Marketing Planning and Campaign Management Basic Data Define Types/Objectives/Tactics

2. Choose New Entries:

Field name User action and values

Type

(Description)

Y002

EN: Product PromotionDE: Produkt-Promotion

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Category Campaign

Campaign Specific Attributes

Coupon No coupon

3. Select the newly created campaign type Y002 and assign the following combination of objectives and tactics to this type on the views Types / Objectives and Types / Objectives / Tactics :

Campaign Type Objective Description Tactic Description

Y002 Y002 Brand Awareness Y003 Product Presentation

Y004 Trade Show

Y002 Y003 Customer Acquisition

Y002 Y004 Increase consumer awareness

Y002 Y005 Customer Retention

Y002 Y006 Product Information

Y002 Y007 Lead Generation

ResultA new campaign type has been created and maintained.

3.1.4 Maintaining Sender Addresses for E-Mail

UseIn 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 on tab page 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.



SAP CRM IMG menu Customer Relationship Management Marketing Marketing Planning and Campaign Management Personalized Mail Maintain Sender Addresses for E-Mail

2. Choose New Entries (F5).

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

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Ident Mail Address Reply

YMKT_ADR marketing@<CRM client>.<CRM system ID>.r3.sap-ag.de (e.g. [email protected])

Marketing Department

4. Choose Save (Ctrl+S).

ResultYou have defined the e-mail address that is to appear as the sender's address for the recipients of a marketing e-mail.

3.1.5 Maintaining Product Hierarchies for Campaign

UseIn this activity you select the product hierarchies used to assign products to campaigns, campaigns or campaign elements.



SAP CRM IMG menu Customer Relationship Management Account Planning Product Assignments Assign Product Hierarchies

2. In case of an integration with SAP ERP no changes are required, i.e. the following entries are required:

Hier. Use Hierarchy

01 Product Hierarchy 1 YBPCRMPROD

3. Save your entries.

3.2 Marketing Calendar

UseThe 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 Assigning Graphic Profile for Marketing Calendar

UseIn 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.

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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.



SAP CRM IMG menu Customer Relationship Management Marketing Marketing Planning and Campaign Management Marketing Calendar Assign Graphic Profile for Marketing Calendar

2. Highlight the following graphic profile:

Graphics ID Bar Profile

1 All Colors - Profile 1

3. In order to maintain specific colors for different campaign types select view Campaign Types and assign the colors accordingly by choosing New Entries.

GraphicsID (Campaign) Type (Layer) Type

1 0001 03

1 Y002 12

All colors are already assigned to different statuses.

ResultNow you have successfully assigned the graphic profiles for the relevant campaign types to the marketing calendar.

3.3 Campaign Execution

3.3.1 Defining Partner Determination Procedure

UseIn 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.

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SAP CRM IMG menu Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure

2. Highlight standard procedure 00000002 Business Activities and use it as copy template for the new procedure Y0000040 Marketing Activities (with all dependent entries).

3. Highlight the new procedure Y0000040 Marketing Activities and choose view Partner Functions in Procedure.

4. Choose New Entries and add a new partner function with the following data:


PartnerDetProc Y0000040 Marketing Activities

Partner Function 00000014 Employee Responsible (CRM)

General

Changeable (if…)

No. of Occurrences (Lowest) 1

No. of Occurrences (Highest) 1

Default Values

Calendar maintenance

Address

Changeable addr.

Partner Determination

Access sequence 0008 Preceding Document -> User

5. Delete partner function 00000022 Person Responsible (CRM).

6. Choose view User Interface Settings and make the following entries for the new procedure Y0000040 Marketing Activities at Header Screen:


Partner Function1 00000009 Activity Partner (CRM)

Partner Function2 00000015 Contact Person (CRM)

Partner Function3 00000014 Employee Responsible (CRM)


3.3.2 Maintaining Organizational Data Profile

UseThe 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.

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PrerequisitesThe 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 in the CRM system.

Procedure1. Access the activity using one of the following navigation options:

Transaction code CRMC_ORGPROF

SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Organizational Data Determination Change Rules and Profiles Maintain Organizational Data Profile

2. 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)BP VK Org. Datenprofil - Land/Region (DE)

Scenario Sales

Determination Rules

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

Responsibilities Determin. Rule

Mandatory

Sales Organization

Distribution Channel

Sales Office

4. Choose Save and select a customizing request if required.

ResultA new organizational data determination profile has been created, ready for being assigned to one or more CRM business transactions.

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3.3.3 Defining Transaction Type for Marketing Activities

UseA 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 the marketing activity Outbound E-Mail has to be created as new transaction type.



SAP CRM IMG menu Customer Relationship Management Transactions Basic Settings Define Transaction Types



Transaction Type Y005

BP MKT Outb. E-Mail (EN)BP MKT Ausg. E-Mail (DE)

General

Description BP Outbound Marketing E-Mail (EN)BP Ausgehende Marketing E-Mail (DE)

Leading Transaction Category BUS2000126 Business Activity

Commitment Date Commitment Date is not calculated

Profiles

Text Det. Procedure ACT00003

Partner Determ.Proc. Y0000040

Status Profile CRMACTIV

Org. Data Prof. Y00000000001

Partner Function ORG 0006 Activity Partner

Date Profile 000000000002

Transaction Numbering

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No.Range Object CRM_ACTIVI

Int.No.Range No 01

3. Choose view Assignment of Business Transaction Categories and highlight transaction category Business Activity for this transaction type.

4. Choose view Customizing header and maintain the following data:


General

Category E-Mail

Default Data

Priority Medium

Goal Arouse Interest

Direction Outbound


3.3.4 Interaction Object Definition

3.3.4.1 Defining Name of Interaction Object in ApplicationsIn 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, Interaction Center).

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



SAP CRM IMG menu Customer Relationship Management Basic Functions Interaction Object Define Name of Interaction Object in Applications

2. Choose New Entries and maintain the following values:


Scenario CRM Marketing Mass Campaigns

Name Campaign Contact


3.3.4.2 Activating Interaction Object in ApplicationsIn this activity you define all applications in which you can use the interaction objects.

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SAP CRM IMG menu Customer Relationship Management Basic Functions Interaction Object Activate Interaction Object in Applications


Appl. Actv.

Fact Sheet

Activities / Account and Contact Management

Interaction Center WinClient

Interaction Center WebClient


3.3.4.3 Defining 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 type Person or Organization are transferred to the partner functions of the follow-up documents. Both B2B and B2C scenarios are taken into consideration.



SAP CRM IMG menu Customer Relationship Management 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

ACTI 01 00000009 (Activity Partner)

00000015 (Contact Person)

02 00000009 (Activity Partner)


04 00000015 (Contact Person)

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Tgt Trans. Type BP Type ID Function

Y010 01 00000009 (Activity Partner)





ResultYou have successfully defined follow-up transaction types for interaction objects.

3.3.5 Communication Strategy Definition

3.3.5.1 Defining File Export Variant

UseIn 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 Defining Communication Medium.



SAP CRM IMG menu Customer Relationship Management Marketing Marketing Planning and Campaign Management Campaign Execution Define File Export Variants

2. Choose New Entries and maintain the following data:


Variant ID Y001

Format CSV

Assignment Assign as Attachment(If you select No Assignment you need to define a storage location for the file in addition in the following activity)

Extension CSV

Description Open channel BP address file

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


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sapevent:DOCU_LINK%5CDS:SIMG.CRM_MKTPL_CHANNELI


Format Parameter Parameter Value

ESCAPE ‘’

HEADER_ROW X

SEPARATOR ;


3.3.5.2 Defining File Storage Location

UseThe 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.

Procedure1. Access the activity using the following navigation option:

Transaction code FILE

2. Confirm the Information message.

3. Select the logical file path MARKETING_FILES.

4. From the dialog structure double-click on entry Assignment of Physical Paths to Logical Path.

5. Select your operating system (e.g. WINDOWS NT) and choose Details (Ctrl+Shift+F2).

6. Enter the file path in the field Physical path (e.g., C:\temp\<FILENAME>).Choose the F1 help of this field for more details.

In the file path folder, which is defined here, all marketing files which are generated automatically (e.g., during a campaign execution) are stored.

7. Choose Save and select a workbench request if necessary.

3.3.5.3 Defining Communication Medium

UseIn 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 can be 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.

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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.



SAP CRM IMG Customer Relationship Management Marketing Marketing Planning and Campaign Management Campaign Execution Define Communication Medium

2. Choose New Entries in order to create a new communication medium using the following data:


Medium Y002

Communication Medium E-mail with activity creation (EN)E-Mail mit Aktivitätengenerierung (DE)

On view Communication Methods and Transaction Types:

Priority 1

Communication Method Internet mail (SMTP)

Trans.Type Y005

Category Internet Mail

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


Medium Y004

Communication Medium Open Channel - Address Data File Export (EN)Offener Kanal - Datei-Export Adressdaten (DE)

On view Communication Methods and Transaction Types:

Priority 1

Communication Method File Export

Transaction Type

Category

On view Assign File Export Variant:

Variant ID Open channel BP address file


ResultNow 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.

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3.3.6 Mail Forms

3.3.6.1 Creating Survey URL

UseA URL for a questionnaire can be, for example, added as hyperlink to e-mails which are sent when executing a campaign to gain further information from the addressed customers.

PrerequisitesA questionnaire which the customer shall use to, for example, request additional information on a product has already been created or imported in the CRM system.

In our case you can import the predefined SAP Best Practices example questionnaire being relevant for you from the directory Misc of the SAP Best Practices documentation CD:

BP_INFORMATION_EN (English version)BP_INFORMATION_DE (German version)BP_INFORMATION_ES (Spanish version)BP_INFORMATION_FR (French version)BP_INFORMATION_PT (Portuguese version)BP_INFORMATION_RU (Russian version)BP_INFORMATION_ZH (Chinese version)BP_INFORMATION_CS (Czech version)BP_INFORMATION_IT (Italian version)BP_INFORMATION_NL (Dutch version)BP_INFORMATION_PL (Polish version)BP_INFORMATION_TR (Turkish version)BP_INFORMATION_DA (Danish version)BP_INFORMATION_FI (Finnish version)BP_INFORMATION_JA (Japanese version)BP_INFORMATION_NO (Norwegian version)BP_INFORMATION_SV (Swedish version)

For further details concerning questionnaire maintenance see the configuration guide of building block C37 – CRM Lead Management, section Questionnaires for Leads.

ProcedureAccess the activity using one of the following navigation options:

Transaction code CRM_SURVEY_SUITE

SAP CRM IMG menu Customer Relationship Management Transactions Settings for Leads Questionnaires for Leads Define Questionnaires

Creating XML Parameter File for CRM system

1. From the application toolbar choose Survey Repository.

2. Open the tree structure Survey Repository Parameter XMLs bsp.

3. Select the standard parameter file CRM_SVY_BSP_SYSTEMPARAM.XML with double-click and choose Export (F8).

4. Save the file on your local PC.

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5. Rename the file, for example, into CRM_SVY_BSP_SYSTEMPARAM_<systemID>_<client>.XML.

6. Open the XML file with a suitable editor tool.

7. Maintain the following coding:

<?xml version="1.0" encoding="UTF-8"?>

<SurveySystemParam Action="http://<hostserver>:<port>//sap/bc/bsp/sap/crm_svy_server/survey.htm?sap-client=<client>" Method="post"

IncludeStylesheetInOutput="true"

AccessURL="http://<hostserver>:<port>/sap/bc/bsp/sap/crm_svy_server/survey.htm" Enctype="application/x-www-form-urlencoded"/> <SurveySystemParam Action="" Method="post" IncludeStylesheetInOutput="true" Enctype="application/x-www-form-urlencoded" />

In order to identify the respective host server and HTTP port of your CRM system open the ICM Monitor (transaction SMICM) in your CRM system. From the menu choose Goto Services. In the HTTP entry you find the data for the relevant host server and port.

8. Save and close the XML file.

9. In the CRM Survey Repository select folder Survey Repository Parameter XMLs bsp.

10. From the application toolbar choose Import (F7) to import the modified XML file from your local PC.

11. Double-click on the imported file and choose Check (Ctrl+F5). If the check is successful, you can go further; otherwise, check your coding as described in step 7.

Creating Survey URL

12. Choose Back (F3) to get back to the Survey Suite.

13. In the list of applications open the component Leads.

14. Select the appropriate questionnaire being used for customer information request (e.g., BP_INFORMATION_EN) with double-click.

In case a suitable questionnaire (e.g., BP_INFORMATION_EN) has not been created or imported in the CRM system yet, process the steps of section Questionnaires for Leads of the configuration guide of building block C37 – CRM Lead Management.

15. Choose Generate URL (Ctrl+Shift+F1).

16. In the dialog box select the following values using the input help:


Get Option bsp

Get File CRM_SVY_BSP_SYSTEMPARAM_<systemID>_<client>.XML

Send Option bsp

Send File CRM_SVY_BSP_SYSTEMPARAM_<systemID>_<client>.XML

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17. Choose Generate URL (F6).

18. Choose Test URL (F2).

19. Copy the generated survey URL from field Survey URL.

3.3.6.2 Maintaining Mail Forms

UseIn the following activity you will create:

(1) a mail form with an integration of the newly generated survey URL:Basically e-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.

(2) another 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.

Prerequisites

You have generated a valid survey URL in advance.

Ask your administrator for the correct URL for the SAP CRM WebClient user interface (like, for example, http://<hostserver>:<port>/sap(bD1lbiZjPTEwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_frame/default.htm)

Use system user POWER_USER with password welcome to enter the CRM system (1) directly and (2) via the SAP CRM WebClient UI.(for the creation of system users see the configuration guide of building block C01 – CRM Organizational Model)

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

2. Access the activity using the following navigation option:

SAP CRM WebClient menu Marketing Create: Mail Form

(1) Mail Form for E-Mail

1. On the Mail Form: New screen enter the following values:


ID Y_TRADE_SHOW_INVITATION

Mail Form Trade Show Invitation

Language Original:English

Usage Internet Mail (HTML)

Attribute Context ERMS

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Subject Trade Show Invitation

2. In the Text Element screen area you can freely define the content of your e-mail in the text element.

3. Choose New Text Element, enter the following data for the e-mail form text block and choose Create:


Text Element ID FORM_LETTER

Description Invitation

Format HTML

4. Enter a text for the new text element FORM_LETTER and design it according to your needs.

If you want to upload a pre-defined text from an external source, choose Load Local File.Browse for, for example, the local file Y_Trade_Show_Invitation.txt (in directory Misc of the SAP Best Practices documentation CD) and choose Load Local File to upload it into the CRM system.

Please be aware of the fact that the file contains dummy links to a Webmaster Mail address and a privacy statement. These links need to be adapted if you want to use the mail form.

5. In order to insert the generated survey URL into the text, choose Hyperlink.

6. In the Insert Hyperlink web page dialog enter the following values and choose Insert:


URL <surveyURL> (see section above)

Description Information Survey

URL Category

Tracking Option Via Target Site

7. Save your new mail form.

8. 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.

9. From the menu choose More Translate.

10. Select the following values:


Text Element ID FORM_LETTER

Translate Into German

11. Choose Insert Source Text and enter the following values:


Text Element Description Einladung

Subject Messe-Einladung

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12. Translate the selected text element of the e-mail form into the chosen language (for example, German).

13. Choose Confirm and Back.

14. Choose Save and Back.

(2) Mail Form for Business Partner Address File

1. From the menu choose Mail Form.

2. On the Mail Form: New screen enter the following values:


ID Y_OPEN_CHANNEL_ADDRESS_FILE

Mail Form Open Channel Address File

Language Original:English

Usage File Export

Attribute Context

Subject Open Channel Address File

3. In the Text Element screen area you can freely define the content of your address file format.

4. Choose Attribute.

5. In the Insert Attributes web page dialog select the attribute category Business Partner (if not already done).

6. Select a relevant attribute and choose Insert.

7. Position the cursor behind the inserted attribute and press Enter to get a new row.

To list the attributes one below the other, each in his own row, is important for a correct address generation later on.

8. Repeat steps 4-7 to select the following attributes:

Attributes ID

Central Data: Salutation BAPIBUS1006_CENTRAL-TITLE_KEY

Organization: Name 1 BAPIBUS1006_CENTRAL_ORGAN-NAME1

Person: First Name BAPIBUS1006_ CENTRAL_PERSON-FIRSTNAME

Person: Last Name BAPIBUS1006_ CENTRAL_PERSON-LASTNAME

Address: Postal Code BAPIBUS1006_ADDRESS-POSTL_COD1

Address: City BAPIBUS1006_ADDRESS-CITY

Address: Street BAPIBUS1006_ADDRESS-STREET

Address: House Number BAPIBUS1006_ADDRESS-HOUSE_NO

9. Save your new mail form.

ResultTwo new mail forms, one for e-mail and one for business partner address file, have been created.

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3.3.6.3 Creating E-Mail Account for Business Partner

UseIn 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 needs to be assigned to the respective business partner(s).

For testing purposes you can, for example, use your own existing e-mail addresses or create several dummy Yahoo! e-mail accounts as described in this activity.

Procedure1. 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.

For one business partner you can use, for example, the existing e-mail account [email protected] with password bptest.

3. To assign the e-mail address to your business partners, choose the following navigation option:

SAP CRM WebClient menu Master Data Search: Accounts

4. Select the respective business partner(s) for e-mail address assignment.

5. Use search criteria Account ID to assign e-mail addresses to business partner with the ID range 100000 - 100300 if you work with the SAP Best Practices example business partners.

6. In the assignment block Addresses choose Edit for the existing address data set.

7. In screen area E-Mails enter an existing e-mail address.

8. Choose Back then choose Save.

3.4 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.

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mailto:[email protected]

http://www.yahoo.com/


3.4.1 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.

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.


Transaction code OOCU

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

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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 finally choose Transfer (Enter).

(Alternatively, you could 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) (also task of 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).

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 finally 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 (like described above for the events of task WS 14000129):

Call StatusErrorSetMarket(object BUS2005001 - STATUSERRORSETMARKETING)

Mail Object Error(object CRM_DOCU - ERRORSENDSTATUSREACHED)

3.4.2 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).



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


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Type Y1

Description Customer Contacts

Rented


3.4.3 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.



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



Origin Y00001

Description Trade Show

IDType

Consumer

Prio


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3.4.4 Defining Upload File

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

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. It includes some exemplary external addresses and is stored in directory Misc of the Best Practices documentation CD.

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 behaviour is to define number format “Text” for the corresponding cells.

3.4.5 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

Category Addresses

4. In area Preview choose Select a File.

5. In the file selection dialog select file Y_External_List_DE.csv from the directory Misc of the SAP Best Practices documentation CD and choose Upload.

6. Maintain the following data and choose Refresh:


Preview

File Location <File path from the Misc directory of the Best Practices documentation CD>

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Delimiter Semicolon

Record Number 1

Target Field Filter

Filter Criterion Person

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 with value Black;In table Available Target Fields highlight the corresponding target field Last Name (PERS_LASTNAME) from the available CRM standard business partner fields.

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

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

File Preview Target Field (ID)

Schwarz Last Name (PERS_LASTNAME)

Gerd First Name (PERS_FIRSTNAME)

0002 Title (PERS_TITLE_KEY)

DE ISO code (PERS_COUNTRYISO)

08 Region (PERS_REGION)

70325 Postal Code (PERS_POSTL_COD1)

Frankfurt City (PERS_CITY)

Wiesenweg Street (PERS_STREET)

22 House Number (PERS_HOUSE_NO)

[email protected] E-Mail Address (PERS_E_MAIL)

11. Choose Back.

12. Choose Save to save your entries.

ResultA new mapping format has been created (using the SAP CRM WebClient user interface).

3.4.6 Activating Checks (Optional)

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

For both checks interfaces for 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

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