BH Fun and Learn Session

CRM Actions By Jaffer Vali Shaik

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Actions

Actions are important for maintaining and improving business relationships. You can
schedule and start predefined processes with the Actions component by means of userdefinable conditions from transaction and marketing objects

2009 IBM Corporation

CRM Actions

Trigger Alert
External Communication
Method Call
Smart Forms Fax
Smart Forms Mail
Smart Forms Print
Workflow

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The Post Processing Framework in CRM

The Post Processing Framework (PPF) is an SAP basic technology that is used in SAP
CRM to schedule and process actions and outputs with an application document (such as a
contract or an activity).

2009 IBM Corporation

Processing Time

Immediate processing
Processing when saving the transaction.
Processing using the Selection Report (Action Monitor) ( Action Monitor )
RSPPFPROCESS

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Conditions for Scheduling and Starting Actions

you can use the attributes of the business object you used from the Business Object
Repository (BOR), as well as dates and rules of a date profile as condition expressions.

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Condition Editor

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 Processing Actions in Transactions

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Action Profile Determination

You use the Condition Technique to define action profiles during sales order
processing or billing. This allows you to define the parameters that influence the
action profile determination, such as customer, transaction type, and order entry
method.

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Assgning the Action Profile in Transactions

1. Transaction types
2. Item category

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SAP Alert Management ( ALM )

Alert Management (ALM) comes into play, when business-critical problems occur.
Eg: important customer terminating a contract or a budget being exceeded

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Transaction Code to view the Alerts is ALRTINBOX

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Alert Category

An alert category contains various properties and other specifications that define the alerts within that
category
Tcode : ALRTCATDEF
Technical key (language-independent) for identification purposes
Description (language-dependent)
Classification
Priority
Maximum number of deliveries. (This applies to delivery to a destination other than the alert inbox.)
Expiry time (in minutes) after which the alert is deleted
Escalation recipient to whom the alert is sent if it is not confirmed by any of its recipients
Tolerance time before escalation
Short text, long text, and title
The title is used as mail title, fax subject, and alert title in the inbox. The long text is used as mail/fax body
and the long text view in the inbox. The short text is used for pager and SMS.
Container for variable definition if variables are to be used in the texts, or for other application-specific
attributes
Subsequent activities in the form of URLs
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Alert Container

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Long and Short Text

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Recipients

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Action Definition for Alert

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Smart Forms Print And Email

Technical Things :
Form Name

: CRM_ORDER_SERVICE

Processing Class

: CL_DOC_PROCESSING_CRM_ORDER

Processing Method : CRM_SRVORDER_EXEC_SMART_FORM

Super class : CL_SF_PROCESSING_PPF

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Method Call

Filter value

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 EXEC_METHOD_CALL_PPF ( Definition )
Implementation is Zname

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Related badi Definiton

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 2009 IBM Corporation