ACTIONS

You can schedule and start predefined processes with the Actions so that you could automate
them.

With actions you can:

Create follow-up transactions automatically

Execute changes in the transaction or marketing object currently being processed, for
example, create new items, or status inheritance by subordinate elements in marketing
objects

Output in print, by faxing or e-mail

The system processes the actions automatically. You can, however, also schedule and start
actions manually.
Actions in SAP CRM use the Basis Post Processing Framework (PPF) component as the uniform
interface for different processing methods.

You can define actions dependent on conditions so that the system automatically schedules and
starts them when the conditions are fulfilled.

The system uses different processing types of the PPF during processing. There are various
processing types for actions:
1. Methods (Business Add-Ins)
This is suitable for simpler processes, such as follow-up transactions or creating positions, for
example, calling a customer when you have received a cancellation. Templates are delivered for
defining methods. You can use these to create as many follow-up transactions as you require,
and to define your own methods.

2. SAP Business Workflow

This is suitable for more complex processes, for example, a follow-up transaction that includes
an approval process.
3. Smart Forms
Use this for printing, faxing or e-mailing documents. .

Examples of actions in SAP Customer Relationship Management:

Revising Quotations
Two weeks after a quotation has been created, the system generates an activity for the
sales employee responsible to call the customer to remind the him or her of the quotation
and to answer any questions which may have arisen.

Quotation for a new contract

Four weeks before a contract expires, or, when 80% of the value of a value contract has
been reached, the customer automatically receives a quotation for a new contract with
the same conditions as for the current product.

Cancellation Notification

The sales manager is automatically notified by e-mail if a contract with a value of EUR 1
million or more is cancelled.

Subitem
When a contract for a switchboard system is completed, a position to install the system
free of charge to business partners is created automatically.

Credit Memos
Credit memos are created automatically, without checking, for complaints with a value
of less than EUR 10.

Sales Assistant for Sales Employees

Within the frame of sales methodology, you can formulate a plan with recommended
activities for each phase of the sales cycle.

Escalation Management
A customer with a maintenance contract is called back according to the reaction times
agreed upon when he or she sends a problem message.

Processing Time
You can define when the started action is to be processed, that is, when the system actually
executes the action, such as when the system is to create a follow-on transaction or print output.
In CRM, the following possibilities are available for the time an action is processed:

Immediate processing
The action is started as soon as the start condition is fulfilled.

Processing when saving the transaction.

The action is started when the transaction is saved.

Processing using the Selection Report (Action Monitor)

If the start condition has been fulfilled, the action is started after the execution of a
selection report. You can use the action monitor as the selection report.

Scheduling Time
The schedule condition determines if an action has to be scheduled for processing. An action is
only generated (visible) only when the schedule condition is met.

If you do not want an action to be scheduled or started depending on conditions, do not define
schedule or start conditions for it. The condition for processing a document is then regarded as
fulfilled.
Eg: If you want a credit memo request to be created every time an item is created in a complaint
and if it is to be created only for items in which the value is less than $10.

Changing Processing Parameters

You can change the print that the system proposes, or the spool parameters, or the fax number
or e-mail address, for example, if a customer calls and asks the call center employee to fax a
quotation to a different fax number than normal because the normal fax machine is out of order,
or the type of subsequent document to be created.
You can only change action parameters as long as the action is unprocessed, and only if the
Customizing settings for the action allow manual changes. Otherwise, you can only display the
action parameters. The changes you make during transaction processing do not overwrite
settings made in Customizing.

Determining Conditions
You can define conditions for the schedule and start of actions according to your requirements.

Processing Actions in Transactions

You create a transaction, for example, a contract, or a marketing object, for example, a marketing
campaign. The processing of actions can be structured in three segments:

Planning Actions

Starting Actions

Monitoring Actions

Planning Actions
1. The system uses the action profile assigned to the transaction type to check which
actions are possible for the transaction.
2. The system checks whether the schedule conditions are fulfilled, and for which actions.
It is only possible to start scheduled actions.

Starting Actions
When the start conditions are fulfilled, or if no start conditions have been defined, the system
triggers the action at the Processing Time defined in Customizing.
The following possibilities are available for starting:

Starting automatically
The system triggers the action automatically when the start condition for a scheduled
action is fulfilled.

Starting manually via the action list

You have to have selected the indicator Execute in Dialog in the action definition for this
function.

Action List
In addition to the standard list functions of the SAP List Viewer, you can execute the following
functions, depending on the settings in Customizing:

Activate selected action (schedule).

The actions that are possible for the current business transaction are displayed in the list
field next to this symbol.

Execute selected action directly.

You can only execute actions that have Field executable in dialog selected in their action
definition in Customizing. Other actions are processed automatically.

Repeat processing of the selected action.

You can only repeat processing for actions that have the Field changeable in dialog selected
in their action definition in Customizing.

Deactivate actions selected, that is, remove them from the list.

The action becomes inactive and can be rescheduled when required. This is only possible
for actions that have Field changeable in dialog selected in their action definition in
Customizing.

Display details for the selected action.

Preview.
You can call up a print preview here for actions using Smart Forms.

Display processing log for the selected action.

This function is only possible for processed actions.

Information regarding the definition of actions.

The description from Customizing is displayed here.

You can change the conditions and processing parameters of an action.

This is only possible for actions that have Field changeable in dialog selected in their action
definition in Customizing.

Processing Actions Using the Application Toolbar

When processing documents you can schedule and /or start actions directly via the application
toolbar without having to change the display to the action tab page.
The list, via the application toolbar, shows the actions for both the header and the item level of
the transaction.
1. Select the list box in the transaction document next to Actions.
You see a list of inactive actions at the header and position level, whose schedule
conditions have been fulfilled.
2. Double-click the action you require to activate it.

The action is scheduled, that is, activated and appears in the action list.
The system starts the action when the start condition has been fulfilled, depending on the
predefined Processing Time stored in Customizing.
If you have preset the processing time for an action as Immediate, , the system triggers the action
as soon as it has been activated in the application toolbar, if the start condition is fulfilled.

Schedule automatically - the action is automatically displayed on the Actions tab page
after the schedule condition is met.
Display in toolbar - the action is displayed as a symbol in the document toolbar, and the
user can schedule it from there.
Changeable in dialog - the user can change the condition parameters and processing
parameters of the action.
Executable in dialog - the user can manually trigger the action on the Actions tab page.

Define Action Profiles and Actions

Define Conditions

Action Monitor
You can monitor and trigger the processing of actions for several documents and marketing
objects by using the action monitor.
If, for example, you have set the processing time for an action (for example, output) as Process
Using Selection Report in Customizing, you can use this program to select the actions and trigger
processing manually.
If you regularly schedule the program as a background job, the system can automatically start
certain actions, whose start conditions have been fulfilled, at a particular time.
Define a variant for this, in which you specify your selection criteria and select the flag Process
without Dialog.
For Action Monitor, call up transaction CRMC_ACTION_JOB for sales transactions or
CRM_MKT_ACTION_JOB for marketing objects.

Actions for Alerts

You can use actions to trigger alerts when something unexpected or potentially damaging for
your enterprise occurs in your sales process. For example, if a contract of high value is cancelled
without warning, or an important opportunity is suddenly lost, an alert can be triggered so that
the responsible party is notified, helping speed up the processing of critical situations.

Actions for Contracts

To ensure that you retain an existing customer and maintain an excellent customer relationship,
you can define certain actions in the system that need to take place during the contract term. To
help the sales representative keep track of the contract, these actions are automatically triggered
by the system after certain conditions have been met.
Examples of actions that can take place during different stages of the contract term include:

Periodic follow-up calls to check whether the customer is satisfied with the product or
service

Follow-on quotation to be sent to a customer in time before the contract ends

Customer satisfaction survey if the contract expires without renewal, or is cancelled

Printing Transactions Using Actions

You can use actions to print transactions, such as quotations, opportunities, sales and service
orders, and sales contracts. Specific smart forms are delivered with the standard configuration.
Actions are displayed on the Print pushbutton if the following criteria are met:

The print action is set as relevant for the toolbar

A print smart form is defined as the processing type

The action is set to Execute immediately

The action is inactive, that is, it is set to be executed manually