Post Processing Framework
§Business Scenario
§Intoduction
§Examples of actions
§Process flow
§CRM components that use actions
§Features of Actions
§Post Processing framework
§Process Flow
§Processing/Planning/Starting/Monitoring actions
§Schedule and Start conditions
§Action Processing types
§Action Monitor
§SAP Business Workflow
§You want to configure your business transactions such that under predefined cases, there are automatic follow on activities that happen. This could be in the form of a follow0up action or issuing forms, sending emails etc.
Introduction
§You can schedule and start predefined processes with the Actions component by means of user-definable conditions from transaction documents and marketing objects.
§You can tailor the type and time of actions to the requirements of your customers and the processes in your company. This component thereby offers you the possibility to adjust
your service and sales and distribution management and your campaign management even more closely to customer needs, and simultaneously, to automate them.
§The Actions component also provides the technique of controlling output. It thereby replaces Output Determination of the SAP R/3 System.
§Actions in CRM use the Basis Post Processing Framework (PPF) component as the uniform interface for different processing methods.
Examples of Actions
§Revising Quotations :Two weeks after a quotation has been created, the system generates an activity for the responsible sales employee so that he/ she calls to remind the customer 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 email if a contract with a value of 1 million Euro or more is cancelled.
§Credit Memos: Credit memos are automatically created, and, without checking, for complaints with a value of less than 10 Euro.
§Escalation Management: A customer with a maintenance contract is called back according to the reaction times agreed upon, when he sends a problem message.
§Marketing Planner: You can send a reminder or information e-mail to all stakeholders (business partners) involved in the marketing project and assigned to the specific partner function category.
Features of Actions
§With actions you can
–create follow-up documents automatically
–execute changes in the document or marketing object currently being processed,
–output in print, by faxing or email
§The system processes the actions automatically. You can however also schedule and start actions manually.
§You can use the attributes of the transaction type used in the business object as conditions.
§You can create time-dependent conditions using the dates and date rules from the appropriate date profile.
§You can also define partner-dependent actions, for example, to send a reminder e-mail to the employee responsible.
The Post Processing Framework - PPF
§The Post Processing Framework (PPF) is an SAP basic technology that is used in CRM for the scheduling and processing of actions and outputs with an application document.
§The PPF provides the following functions:
–Technology for determination of actions and messages
–Technology for merging actions found
–Media for processing actions
–User interface for the Customizing of action templates including determination and merge technologies and also processing media
–User interface for the Customizing of conditions, incase the determination using conditions is used
§Actions are displayed in CRM together with the application documents that support actions. By using the tab page Actions in an application document, you can display a list, which contains the actions that were scheduled for the application document.
§ You can display the determination log for an action in the list. You can also display the processing log for a processed action.
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