CRM complaints and procedures

Hello
Can somone help me with some documents on Complaints and procedures in CRM for BI.
thanks

Hi graeme brannen,
Please go through this link....
http://help.sap.com/saphelp_nw70/helpdata/EN/8e/654840fb731f24e10000000a1550b0/frameset.htm
Hope this may help u
thanks,
Sujeet

Similar Messages

How to display backend Complaints and Activities on ICSS b2b screen

hi
Experts
We are on CRM ICSS B2B 4.0
Please help me in diplaying backend (i.e., created in CRM) Complaints and Activities on ICSS b2b screen.
Currently, we could able to display the complaints and activities created on Web after logging in as b2b contact person. But when we click on the transaction number link, it it not displaying the details.
We need the details to be displayed to change the status of the complaint
Is the TREX mandatory for such scenario?
waiting eagerly for your valuable inputs
regards
venugopalrao

resolved

Complaints and Returns Management in CRM

Hi,
We are working on Complaints and Return Business Process in CRM. Let us know if any Enterprise Service available to create the Complaints and Process the same.
I am able to see the process in the ES workplace however not able to see the corresponding services as PO creation etc. Hence would like to know the same.
Appreciate your thoughts.
Rgds,
Moorthy

Hi,
basically if you do not find it in the ESW ... this means it's not existing (yet) !
I double-checked and there are indeed no services for complaint handling.
There are services for Customer Return handling (Manage Customer Return In), but only in ERP
Rgds,
Karim

Create complaints and returns in crm 2007

Hi buddies,
my doubt is how we ll maintain complaints and returns in crm 2007
thanks in advance.
Regards,
manav

Hi buddies,
i want to map complaints and returns on the web client for the this business process .
if customer purchases a product snd if not satisfied with the product,he calls to the call center.Call Center Executive creates a complaint and assign it to a service executive. he goes and finds that the it is a quality defect.he forwards this problem to the Quality Management department.If they finds that it is a quality defect then tells to return the product against which a new product has to be issues.
we have make this in a close lope between R/3 & CRM.
Now my doubts are--
     1-How will we maintain the stock update?
     2-How will we maintain that the subsittute product delivery should be free of cost
        as customer has already paid for the goods?
If possible then tell me the customization steps as well
Thanks in advance.
help will be rewarded for sure.
my mail id is [email protected]
Regards,
Manav
Edited by: Rronit Manav on Mar 10, 2008 2:26 PM

Transaction code for creation of Complaint and RMA?

Hi,
In the tcode crmd_order i've a complaint and return creation option is this the one to create complaint and return material authorization.
pl also tell me how do you create a repair order and a service order.
Pl I need transactions. I understand the configuration as I have the best prasctice bu I do not know the creation of RMA / Complaints/Repair order /service order ..that is the trnasactions required for service.
For sales and marketing I know ..I am looking for service module in CRM
can any one please help me out as it is a very urgent requirement.
Thank you,

Hi Polite,
The transaction CRMD_ORDER is the superset for all the transactions mentioned by you. So it is better to remember just one transaction instead of remembring the subsets . Once you use the transaction CRMD_ORDER and then Follow the menu Business transaction -> Create (F5) you will get the list of transactions you can create this is nothing but the the transactions you have mentioned.
If you know the transaction no. you can directly open that in transaction CRMD_ORDER. The other opetion is to use the SAP Menu instead of transactions.
<b>Reward points if it helps!!</b>
Best regards,
Vikash.

Problem in CRM Complaint to ECC Return request creation

Hi,
In CRM Complaint transaction I am getting the following error when I try to create a 'Return Request' in ECC system. I could not trace out the root cause of this problem. Please help me in this regard.
An error has occured in the system ERPCLNT100 while copying the document
Message no. CRM_ORDER_MISC 020
Diagnosis
Errors have occurred while transferring the document into another system. Refer to the enclosed log to view the error messages.
Transmission log
SALES_HEADER_IN has been processed successfully (Notification S V4 233)
The sales document is not yet complete: Edit data (Notification W V1 555)
With Zero VAT/CST Sales order can not be created (Notification E ZSD_MSG 000)
SALES_ITEM_IN has been processed successfully (Notification S V4 233)
I did all required configuration still the problem persist. Your suggestions are highly appreciated.
Best regards,
Raghu ram

Hi,
After looking at the errors we can make out that the there is an implementation in ECC side for sales orders which is also considering the complaints order.
The message displayed is a custom message ZSD_MSG.
So check this implementation in ECC and ensure that the order has the tax conditions with amount.
Or exclude the process type of complaints from that implementation in ECC.
Regards,
PP

Standard way of Handling Escalation process in CRM Complaint Management

Dear experts,
What is the standard way of mapping Escalation process in SAP CRM Complaints management?
We need to escalate the complaint to next level if it is not resolved with in the a specific time.
How can we configure this scenario in SAP CRM. Please help me to solve this issue. Your help will be highly appreciated.
Thank you
Raghu ram

Hi Arup,
We are setting up a Complaints Mgmt system for our client.
They have a very standard process of handling complaints.
The complaints are created in the system and assigned to a CR Agent. The CR agent then forwards to the respective department for investigation. Once the investigation is compelete the department sends it back to the CR who then decides whether the Complaint is justified or not.
If it is justifed and there is a money refund involved then there is a limit to what the CR agent can approve. If its more than his limit somebody from higher authority needs to approve it. My quesiton to you is:
- How is the complaint assigned to the CR agent. Do I need to replicate the Org strucutre from HR into CRM? If yes, then once I have the org structure where do I do the CR assignment?
- Secondly how does the CR agent assign the complaint to other department for investigation. Is this through CRM Complaint Activity or there is another way for it?
- Third once the investigation is complete and the required department needs to send the feedback how will this be sent back to the CR for making the final decision. Is there a workflow?
- Finally how can we setup the cap limits like if there is a money refund to the customer from the complaint then if the the amount is between 0 and 500 a CR should be able to approve it, if the amount is between 500 - 1000 the manager should be able to approve it, how can this be setup?
Many thanks
AA

Problem in CRM Complaint Transaction Return Request replication

Dear all,
I have created a Complaint and from it Created Return Request. I could see the replicated Replicated Return Order in ECC system.
But the following problems are facing.
In CRM Complaint Transaction 'System Status' is showing as 'To be distributed Open'.
When I try to change the Complaint transaction in CRM (after replicating the return request in ECC ) system showing message 'Document is being distributed; changes are not possible' in the status bar.
There is no document flow displaying in CRM Complaint transaction.
I could not understand where the problem is occuring. Please help me to solve the above issue. Your suggestions are highly appreciated.
Best regards
Raghu ram
Edited by: Raghu Ram on Jun 11, 2010 2:19 PM

Hi Maggie,
Thanks for the response, Yes the problem is for all documents and I have cleared Inbound and Outbound queues of both systems and tried again. But still the problem is exist.
Your help will be highly appreciated.
Best regards,
Raghu ram

SAP ECC Service notification from CRM Complaint

Hi,
As there are some links and document are available to create the quality notification in SAP ECC from the CRM complaint, using action profile for this some setting also needed in SAP ECC QM, but as in ECC we already have the service notification (IW51) which is working fine, is there any option to create the service notification in SAP ECC instead of quality notification.
Regards,
Zafar

Hi,
In the notification type, insted of quality notification just maintain the service/PM notification type system will create the notification in SAP ECC.
We also wanted some other details to be pass from CRM to ECC for that we have created a function module in SAP ECC which updates the notiifcation and then that function module need to be called in SAP CRM after the Create Notification FM in SAP CRM Action.
Regards,
Zafar

Unable to create delivery for sustitute delivery in CRM complaint

Hi,
I have created a complaint with sales item in CRM system.Now I created return request which is distributed to ECC as sales order.Processed Returns delivery. Everything is updated in CRM complaint.
Now i created Substitute delivery request in the same CRM complaint for the replacement. This item is updated in the same sales order in ECC. When I try to create a delivery for this sales order system is not allowed.
Order cannot be delivered (see long text)
Message no. VL461
Diagnosis
Possible reasons include:
The copy conditions specified in Specify copy control for deliveries do not allow the order to be delivered.
The order is blocked for delivery.
The order document is incomplete.
My doubt here is when i check the delivery document type, it's LR(returns delivery) for both the cases( for returns and substitute) since the transaction type is same. Now how could I differentiate since first case is returns delivery and second case is substitute delivery which is going out.
Appreciate your help.
thanks you
Regards
Nagi

U can manually input LF delivery type in Vl01N screen and do the delivery.

Extended Complaints and Returns Management

Hi there,
Can anyone tell me how to access the application : Extended Complaints and Returns Managements?
Thanks in advance
chan

Hi,
as far as I know, the application Extended complaints and returns is a J2EE application:
sap.com/crm~cr_b2b
So the way to access it, is:
http://host:port/cr_b2b/admin
This way, you should be able to access the XCM settings. Of course the application should be activated.
regards,
Wim

My complaints and Questions MP4 M4V video files and other complaints

My complaints and Questions MP4 M4V video files and other complaints
I have been scratching my head as to how to fix my problem and I found some answers and some questions along the way. First of all, I have a video that should be correctly formatted for my iPod. Its specs are:
Kind: MPEG-4 video file
Size: 19.4 MB
Bit Rate: 125 kbps
Date Modified: 8/18/2009 2:15 PM
Play Count: 1
Last played: 8/21/2009 12:25 PM
Profile: Low Complexity
Channels: Stereo
Total Bit Rate: 360 kbps
Video Dimensions: 352x264
Video Codec: H.264
F:\File\AnotherFile\A3rdFile\TheMovieFileInQuestion.mp4
Wow that was a chore. Apple! Let us drag copy and paste our info tabs information so we don’t have to type all this stuff when we are having trouble. **another problem and suggestion** right there.
Ok, back to the problem of the forum.
From what I can see from http://www.apple.com/ipodclassic/specs.html this file falls in line of everything required in order to be able to play on my iPod. It plays in iTunes fine but will NOT sync with my iPod. I get an annoying message that states, “Some of the Songs and videos in your iTunes library, including “BlaBlaBlaiPondFixYourJunkBlaBlaBla”, were not copied to the iPod “My iPod” because they cannot be played on this iPod.” Why oh why can iTunes play this video file but my iPod cant. Especially when the specs on Apple’s website say it can.
So that was bugging me for a LONG time until I found my “Create iPod or iPhone version” option in the “Advanced” heading. Thank goodness this made my files playable on my iPod. Extremely LONG wait though. I know that other programs convert it in ½ the time. But times not to important as long as it gets done, (would be very convenient if it was faster though **Problem and suggestion**)
Ok, now that I have used the “Create iPod or iPhone version” option it has slowly but surly converted my video. Ok, here is my main problem, the new file which is the result of the conversions information is as follows:
Kind: MPEG-4 video file
Size: 35.4 MB
Bit Rate: 125 kbps
Date Modified: 8/18/2009 2:15 PM
Play Count: 1
Last played: 8/21/2009 1:28 PM
Profile: Low Complexity
Channels: Stereo
Total Bit Rate: 658 kbps
Video Dimensions: 352x264
Video Codec: H.264
C:\File\WhyIsThisNewFileInMyMusicFolder\TheMovieFileInQuestion.m4v
So basically it has made my file bigger *not a bonus in my book* greatly increased my Bit Rate *another interesting feature*, and I think the biggest change it has changed it from an .mp4 to an m4v.
Why does it need to be an .m4v I could have sworn some of my videos were or are in mp4 which shouldn’t matter anyway because I was under the impression that iPods could play mp4 files. So that’s my biggest complaint and question. Why can my 80GB classic iPod not play my MP4 files and why am I forced to convert them??
This conversion also creates 2 files in iTunes when I am done which is annoying because I have to go into my files info and look to see what file is the mp3 in order to remove it. Very annoying I can open my iPod options and see the files and some are faded (the ones it can not play) why can’t I remove them from that area.Suggestion Apple please make files that cannot be played on my iPod stand out some how for easier cleaning Suggestion. Thank you.
Speaking of cleaning iPods, when I moved my entire library to an external drive I was faced with a terrible problem. “This file could not be found, would you like to locate file”, I was faced with this annoying message at least 600 times. Now I am glad that iTunes has a little “!” mark to show dead links so that you do some minor cleaning, Good Job iTunes No compliant there. However iTunes has no way of selecting all the broken files for major cleaning (like in my case). Going through and deleting over 600 files 1 by 1 is extremely time consuming and annoying. **Suggestion Apple please add more cleaning features for organizing iTunes**.
Ok, speaking of organization now, another problem that appeared when converting my video files was that it put my new videos into the location where I have all my songs (my external hard drive) why can’t it put the new files in the locations of the original file? I have my computer highly organized and my original files were in that drive in that folder for a reason. If I could open my original file and skip the conversion, my iTunes would go to that specific folder to access the file which is fine. But now these new conversion files are elsewhere taking up space and disorganizing my computer. True I can go into the new location and move the files to where I want them (original location) but I don’t think I should have to hunt them down, copy, move, delete ect etc for all these files over and over. Very annoying, time consuming and should be unnecessary. **Suggestion Make file creation and location more customizable, and user friendly, your customers will love you for it**.
Well since I have gotten into Apples iTunes and iPod problems that I have had to face I might as well bring up one or two more problems and suggestions. About a month after purchasing my iPod a sibling bought one as well. His however is way more convenient then mine. I suppose he has a 5th gen. so here is my question: why does he have a search option and I don’t!!!! Why does he get more features every so often and I don’t?! Why can’t Apple write some software for us classic guys which got the iPods going! It’s very annoying when I have to spend more time looking for the song then I spend actually listening to it, when he can pull his up in like 3-6 seconds? I highly doubt the hardware between our iPods is that dissimilar and even if they are why cant software be written for us. **Suggestion treat all your customers good not just the newer ones, and make some more features for the classics like me and my iPod.” We will be grateful for it I promise.
Ok, I am almost done. Let me just recap my questions, I know my post is kind of lengthy.
#1. Why can’t my iPod play MP3 video files? And why do I have to convert to almost all the same settings except changing it from an mp4 to an m4v. according to Apples own site I should be able to play .m4v .mp4 and .mov files!! Note: remember iTunes plays them fine but my iPod will not.
#2. Would be much more convenient to be able to copy the information from the windows in iTunes so that problems and trouble shooting would be much easier. A little check on off options in iTunes advanced settings would be terrific.
#3. Why is the conversion so slow? Please speed it, you have the power. Convenience is the thing that sells products.
#4. Files that cannot be played on the current iPod need to be easier recognized for simpler cleaning.
#5. Also make an easier way to select all dead link files for faster cleaning, deleting, etc. This one is important.
#6. Make a user friendly way to change where my files are going to end up once I convert them for iPod more options and better customizable settings are need.
#7. One of the most important is ADD A SEARCH OPTION. I and we classics will LOVE Apple for it.
For you readers, I apologize for the long post, and any grammatical errors you might find throughout it. These are problems that I have faced with these programs and hardware and I wanted to make sure they got acknowledged and hopefully addressed. Any information about why I cannot play MP4 Video files on my iPod would be the best. If anything in my post gets answered that’s the one I want most. Will save me a lot of hassle.
Thank you all and I look forward to your suggestions and comments. All are welcome and appreciated.
Sincerely,
Bond, James

Was playing with iTunes and thought of another suggestion! Let us play files in iTunes from an iPod! A friend or sibling should be able to plug his iPod into my computer open iTunes and play any of the files there. Many times I have wanted to show a movie clip or video to a friend, and I have the dock so I can do it on my T.V. but play it on their computer in their iTunes forget it. That would be a very nice feature as well so we can watch our movies at maximum size or listen to music on a better sound system, just another suggestion that would be nice. Thanks

How to restore views and procedures after drop user command?

How to restore views and procedures after drop user command?
We have 817 EE on NT and one developer created a lot of procedures, functions and vews. DB was not backuped and archived and export has not been done - our fault and we understand it. Sorry for this.
Ok, now the story: another developer dropped this db user and we lost everything: procedures, functions and vews. The new user with trhe same name was created and new schema was imported in this user, but all old objects are lost. We don't have export and backup and archive log files.
Question: may we can restore this lost stuff from some other sources. We are looking for lost codes, not data. May be we can use redo logs or shared pool or any other things. Any idea will be appreciated.
Thanks.
Victor
[email protected]

The switch has occurred after user was dropped, the data has been overwritten and there is be no way to use redo log files.
I would like to explore another opportunity. Is possible to use Shared Pool or any Data Dictionary internal information to restore texts of the lost SQL and PL/SQL scripts executed in this DB before user was dropped? Not too many scripts are executed in this DB and the lost ones may still be in stack. I remember that Shared Pool (cash) should keep last executed scripts in order to improve performance. They probably are kept in some special format. Can we restore these scripts? Of course they also might be pushed out by Import that had been done after user was dropped.
Thanks for your help,
Victor

Function and Procedure

Hi Friends,
My Question is : At what time we will use function and Procedure.? How i can prefer it?
Regards,
Anu

Functions are normally used for computations where as procedures
are normally used for executing business logic.
there can be many difference between stored procedures and functions
main are
1. function can be used in the SQL statements anywhere in the WHERE/HAVING/SELECT section where as Stored procedures cannot be.
If you have a function in which there are DML statements only then you can not call this function in a SQL query
for example
For example, if you have a function that is updating a table, you cannot call that function from a SQL query.
- select myFunction(field) from sometable; will throw error.
But you can do it through procedure.
I hope it is clear

Function and triggers and procedures

sorry to asking this question,
In oracle. we use the function and triggers and procedure.
for eg:
if we wrote an trigger for a table. it fires at a time manipulating table. (database contains table contains datas and database also contains triggers likewise function,procedure).
but my questions?: is
In my database I kept only tables. no triggers,no function,no procedures. and
i dont want to kept this triggers, function, procedures in database Instead of i want to kept this triggers, function, procedures in business logic layers(middle tier)
is it possible? .
if yes means, how to write or where to write? please help me, or else send the guidance documents or blog releated to it.

Subu123,
the +1 related to Would be great if you can take step back and see the implementation from another angle. First see why do you need DB trigger/function etc.Then check whether it is possible to implement the functionality using ADF BC + feasibility study between 2 approaches(I didn't mean to invoke DB objects from business components, instead checking the feasibility of implement the same functionality in your EntityObj/ViewObj/Service calls )Before making a decision for or against holding fuctions, triggers and procedures in the DB, you have to get the whole picture.
Think about a trigger outside the DB. What could this be and why or for what is it used?
All the answers are pointing to 'lets keep them in the DB'. Now there are situation where you don't have a DB or are not allows to use it. Still there can be triggers, only they are implemented in a different way.
The same can be said for procedures and functions.
So you have to think about the whole problem and how each sub problem you have to solve work together to resolve the whole problem.
I'm personally tend to keep the business logic the the DB if the business logic is already there (e.g. I have to migrate an old forms app).
If I design a new app I tend to keep the logic in java. Only sequences (for generating ids) and some other stuff which is purely db related like cleaning up tables I keep in the DB.
Timo

CRM complaints and procedures

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