Knowledge management in SAP CRM 7.0

Hi Experts,
Please explain how knowledge management is related to SAP CRM.
Thanks in advance
Prajith P

HI experts,
please provide information of knowledge managament in E-service.
Thanks in advance
Prajith P

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Bounce Management in SAP CRM 2007

Hi Experts,
we have SAP CRM 2007 and I have a few questions about Bounce Management.
It is a very simple scenario, so it´s fine if only hard bounces for incoming EMails are handled.
1) Do you need ERMS for that simple form of Bounce Mgt?
2) Is the Usage of Inetraction Center required? (We do not want to)
3) Is it possible/recommended to create Activities out of incoming bounces?
4) Can you segment on Bounces, not only within the Campaign Automation?
5) What ist the effort/set up to use Bounce Mgt in that simple scenario about?
Thanks a lot
Florian

Yes, I was mentioning SAP Note 897730. The major pre-requisite mentioned there is Event linkage settings through SWETYPV transaction and in your case you just need to do the Rule Modeler settings. If you are using DEFAULT policy you do not need to do anything in Service Manager Profile.
The note pre-requisites mentioned are
The required services and service manager profiles for using the E-Mail Response Management System (ERMS) are defined: All entries necessary for bounce management are delivered in the default Customizing. As I mentioned before Service Manager Profile: Bounce is already defined and you are going to use that profile. The required service in your case would be "Bounce Data Update" or one of the 5 standard service mentioned in this note. These are already defined and taken care of in standard configurations. Therefore, you do not need to do anything over there.
Please do the above two settings and if you have any issues please come back to me. I am sure you won't have any issues with the requirements that you mentioned. I just took one hour to set up hard bounce scenario. Only if you are planning to use services that are not standard it becomes slightly tricky. In our case major issue was that there was an error in the standard workflow. I did not know much about Workflow bindings etc. before, but then I had to dig deep into this and it gave me an opportunity to learn workflows. This was the good thing that came out of all this.
Regards,
Deepak
Please note you will have to do the Event Linkage settings in SWETYPV transaction.
Edited by: Deepak Ahuja on Jun 5, 2008 9:15 AM

Date management in SAP CRM Interactive reports (CRM 7.0 EHp 2)

Hi, all!
I need some help with dates in interactive reports.
My case: I need to add some new Z-dates in interactive report
1. I've create some customer Date types and date rules via Date management.
2, I've add it to screen on wui
Question:
How i can add this dates to interactive report? Does it possible?

Hi Christophe,
Facebook and Twitter are officially integrated into SAP CRM 7.0 EHP 3. Not LinkedIn though.
You can use a custom solution in EHP2. Example is provided in SAPPress book SAP CRM: Techical Principles and Programming.
Regards,
Pavel

Knowledge Managament and SAP HR Documents

Hi all,
I have a requirement regarding Knowledge Management and the module SAP HR.
I need to figure out a way of seeing documents generated in SAP HR, using Knowledge Management in our Portal.
I did some research, and I think we can use DMS as a content server, then, using KPRO we connect the DMS to KM.
I need to know, if this approach is valid .... or if there is another way of doing this.
Thanks in advance.
Cheers,
Andres.

Dear Biroj,
Thanks for your answer ....
It gave me a good direction for our requirement ....
Anyways, I also found that DMS is not fully compatible with SAP HR. Did you find any problem when you where implementing this requirement?
As I said before, the main idea is to see SAP HR documents in KM, for example, information of the employees, etc.
The points have been given.
Cheers,
Andres.

Incentive and commission management in SAP CRM

Hello gurus ,
currently i am working on <b>incentive and commission management</b> in SAP CRM ,
i am new to this topic , could please any suggest me , how to configure and what the requirement for ICM in SAP CRM ,
if any one having documents on Incentive and Commission Management ,
please make it my mail id
[email protected]
best solution appreciative

Ravi,
I know this is the old blog, but I'm new to this ICM. We are working on POC,
I need information on how Sales Incentive is planned, calculated and actual disbursement done to Sales Persons based on their individual and group sales performance esp. For Pharma.
All this on SAP CRM.
thanks in advance
Regards
Sreekar

Accessing Solution Manager CHARM Via SAP CRM

Hi
Is it possible to accces charm of soultion manager via SAP CRM
If so how does it work and documentation are welcomed
Thanks in advance
R-K

option 1
> customise sap crm to cater for the external product in terms of what solution manager charm / service is currently doing for sap componet
. Create all the status for this products eg: transport is in Dev for product A, Transprot is in QA for product A or product is in Prod then test and close the call
> access solution manager from crm (NB: work center / service desk can be accessed through crm) the problem is WE NOT SURE OF CHARM
> also customise crm to cater for IT related issues like broken laptop or netowrk cable not working or IT related query,
Option 2
> intergrate the external product to solution manager o
> Customise CHARM / service desk to cater for this external product in solution manager the way it does for sap components / ibase

Attachment Handling in SAP CRM 7.0 EHP 3.0

Hello,
We are in the design phase of an SAP CRM 7.0 EhP3 implementation project. In the current landscape the legacy system for customer service (CS) management uses an external shared fileserver for storing attachments from the CS system. However we plan to decommission this external content server as it does not support good security features.
Storing attachments in SAP CRM via content management - can SAP CRM content management support large files? What is the maximum capacity per attachment and also the overall maximum capacity that SAP CRM content management can support.
We have "heard" that SAP does not recommend storing attachments within CRM, but rather in an external secure storage server. Is this true? Is yes, what would be the best approach to store and read attachments from SAP CRM?
Regards,
Reena

Hi Christophe,
Facebook and Twitter are officially integrated into SAP CRM 7.0 EHP 3. Not LinkedIn though.
You can use a custom solution in EHP2. Example is provided in SAPPress book SAP CRM: Techical Principles and Programming.
Regards,
Pavel

Standard BAPI/RFC for Search Knowledge Article in Knowledge Management-Interaction Center

Hi All,
I am not from SAP CRM, but I am using CRM Web UI to maintain Knowledge articles. Now I want to know where in the backend this data is getting saved. Which table ?
Also as this is a standard process introduced in CRM 7.0 . I want to know, if standard bapi/ rfc is available for the same. If yes what is the name .
Regards,
Tejas Chouhan

Hi Tejas Chouhan,
In CRM Technically, Knowledge article is designed based on one order framework with business object category as BUS2000106 - CRM Knowledge Article.CRMD_ORDERADM_H table will give header details of KA (OBJECT_ID field would equal KA number).
Knowledge Articles in SAP CRM
Refer
1 CL_CRM_QKNOART_RUN_BTIL & SEARCH method to see code how it is written (standard search for knowledge article) consider all scenario. you can keep external debugger in this method and perform search from Web UI.
2. CL_CRM_KNOWLEDGE_ARTICLE_UTIL & SEARCH_REPORTING_FRAMEWORK method.
Hope this is helpful.
Regards,
Arjun

KPro vs Knowledge Management What is the difference ?

Hi All, I have read up on the ECM on this website, yet i don't really understand what is the difference between Knowledge Management and Knowledge Provider. Is it 2 different ways of implementing the same thing ?
If anyone can help with an example would be greatly appreciated. Thanks.

Hi,
Please find required difference
SAP Knowledge Provider(KPro)
=============================
The SAP Knowledge Provider (KPro) is a cross-application and media-neutral information
technology infrastructure within the R/3 Basis System. The modular structure and openness on
which KPro is based is reflected in its modular services and clearly defined interfaces. Its
extensive flexibility means that KPro can be used to process the widest variety of information
types within and relating to documents and document-like objects. For example, administration
and index data, as well as pure content.
Applications that use the SAP Knowledge Provider involve various end users, who in turn have
different requirements. There is therefore no universal interface for accessing KPro services
regarding the following points:
Specific knowledge management functions for end users
Specific terminology for describing the document-like objects within the context of the
individual application
Specific design of work process flows
Specific design of user interfaces
SAP Knowledge Management
=========================
With its Knowledge Management capabilities, SAP NetWeaveru2122 provides a central, role-specific point of entry to unstructured information from various data sources in the portal. This unstructured information can exist in different formats such as text documents, presentations, or HTML files. Workers in an organization can access information from different source such as file servers, their intranet, or the World Wide Web. A generic framework integrates these data sources and provides access to the information contained in them through the portal.
Knowledge Management functions support you in structuring information and making it available to the correct target audience. These functions include search, classification, and subscriptions (see below): You can use these functions on all content of integrated data sources, as long as the technical conditions are met.
Knowledge Management is a part of SAP Enterprise Portal. The entire functional scope and configuration of Knowledge Management are available in portal iViews.
Functions such as discussions, feedback, and sending items from KM folders by e-mail are integrated into Knowledge Management and enable you to work across role and department borders. In addition, Knowledge Management functions are used in Collaboration, for example, to store documents in virtual rooms.
Knowledge Management supports the SAP NetWeaveru2122 scenario Information Broadcasting. You can use the BEx Broadcaster and Knowledge Management to make business information from SAP NetWeaver Business Intelligence available to a wide spectrum of users in the portal. You can store the following BI objects in KM folders:
· Documents with precalculated reports.
· Links to BEx Web applications and queries with live data.
Various Knowledge Management functions, such as subscriptions for documents, are available for these items. There is a specially modified user interface for displaying BI items in KM folders. You can also change or extend this interface to meet your requirements.
Hope this helps.
Regards,
Deepak Kori

Need guidance on SAP CRM PCUI

Hi Experts,
Currently am working on portal in service management of SAP CRM.
Can any one guide me, name of the standred BSP application controle the PUCI screen .
my problem is doing with the Master/Duplicate function.
Show status field associated with each duplicate when viewing the duplicates attached to a master. That is, when the master in being processed and the "Duplicates" tab is hit, show the status of each individual duplicate.
Have a link between the duplicate and the actual ticket. That is, when you click on the duplicate, under the "Duplicates" tab, it opens that ticket.
Thanks in Advance

Dear Ravi
There are some badis, with whom you can get the results but since I am not aware of that Master/Duplicat function related application lies under wat so I cant find it for you.. see it is likely that you are having GTS related application or the Parts or some replacement related application that is under CRM, you have to debug the application and check where those functionalities are tringering.. there you can find a Badi and implement it. also read in the Blueprint that may be it will mention that which version and what you are doing so your task become little easy.
you can have the PCUI cookbook from service.sap.com/instguid
also you can have the Service and asset manangement(SAM) related informatio from there only. i hope it will help you..
thanking you
Regards
naeem

SAP CRM Multiple Backend Scenario with Solution Manager

Dear Experts,
We are implementing CRM Middleware - Multiple Backend Scenario (MEP / MBE Concept) in our client landscape for SAP CRM on HANA (Ehp3)
set-up.
And If any one of you have already implemented MEP Scenario in the SAP CRM Landscape, Could you please help us to provide with the Configuration Steps / Documents, so that we can proceed further.
Below are the following Queries:
For Customizing Adapter Object:
1) Does MEP Concept support the Customizing Adapter object to download from more than one ECC System to single CRM System.
    If Yes, Could you please provide the Configuration steps or Procedure to download the customizing data.
For Master Adapter Object:
2) The Adapter objects for Master Data like Customer and Materials are technically supported under MEP for the data exchange.
     However, is it possible to download the Equipments Master Data from more than one ECC System to single CRM System?
     If Yes, Could you please provide the steps or Procedure to download the Equipments Master Data.
And please provide if you have done the Solution Manager Configuration mapping for MEP Scenario, which is required for the maintenance and transfer of customizing mappings to CRM and Mapbox.
Thanks,
Mohanram.

Hi Alagammai,
    We are also implementing CRM Middleware - Multiple Backend Scenario (MEP / MBE Concept) in our client landscape for SAP CRM on HANA (Ehp3) set-up.
Required some Information on the below Query.
For Customizing Adapter Object:
1) Does MEP Concept support the Customizing Adapter object to download from more than one ECC System to single CRM System.
    If Yes, Could you please provide the Configuration steps or Procedure to download the customizing data.
For Master Adapter Object:
2) The Adapter objects for Master Data like Customer and Materials are technically supported under MEP for the data exchange.
     However, is it possible to download the Equipments Master Data from more than one ECC System to single CRM System?
     If Yes, Could you please provide the steps or Procedure to download the Equipments Master Data.
And please provide if you have done the Solution Manager Configuration mapping for MEP Scenario, which is required for the maintenance and transfer of customizing mappings to CRM and Mapbox.
Thanks,
Mohanram.
7829055537

Importance of Bounce management functionality in SAP CRM

Hi All,
I want to discuss few interesting issues which I have come a cross while doing a setting for bounce management functionality in SAP CRM 7.0
Before sharing my experience I want to discuss some term related to Bounce email than will discuss about types of bounce emails and cause of the bounce email.The setting of bounce functionality is describing in below link .
http://help.sap.com/saphelp_crm700_ehp01/helpdata/en/46/3f509215835fa7e10000000a1553f7/content.htm
In general when a website visitor sigh up they receive email from the company site, the information the site collected saved in the database but It commonly happen some of your email will be undeliever. In marketing term we say it as 'Bounce'. this is the same way happen as when a person give a bank cheque to bank and don't have sufficient money to his/her account the bank people say the cheque got bounce ..
As we are aware emails are bounce for variety of reason such as.
     - In case the recipient email address is invalid.
     - recipient email address is inactive or closed
     - recipient mailbox is full or mail server have some technical issue etc
In general all these bounces emails categorize in two category.
Hard bounce- When email address is not active. example wrong email address, email address de-activated, deleted,or closed
Soft bounce- recipient mailbox is full, mail server have some technical issue, Out_of_office is setup .
Now finally we come to know about the cause of bounce email and types. Now the question arises why this is so important when we have bounce management functionality active in sap crm marketing ? as described in above url.
suppose that there is a campaigning happening for an product where 3000 person visited it. Now incase 2000 visitors shown interest so have qualified as prospect bases on the information they have provided such as name, address, salary or employment detail.
After successfully execution of campaign now senior executives create a mailing list for all the prospects in the target group of campaign and sends email to all the users.Now if I say to how many customers really company have reached reached after campaign execution answer will be we can not have the correct fact and figure as there could be some bounce happened.
Now incase bounce management setting is configure in your CRM system than system will receive inbound e-mails for each bounce.Suppose we have received one thousand bounce emails than we would say actual customer contacted is 1000. this is the correct fact and figure and very much useful for marketing people.
After than executive could remove email address which were hard bounced and for soft bounce they can use some other channel to contact like telephone calls etc to reach them.
The correct facts and figures are very much important for marketing strategy and planning and also to know success level of each campaign. Assume a scnario where in day a company launches more than 5 campaign. I feel the importace is transparent now.
I hope you would find some interest in above blog.
Thanks
prem

HI, Sreedhar
Check this thread:
Re: New search help on CRMD_ORDER locator
Denis.

Date format in SAP Knowledge management

Hi Friends,
Is there an option to change the Date format in SAP Knowledge management. I want to change the date format from MM/DD/YY to DD/MM/YY for the created and modified date for a document in KM.
Found below information in help.sap. I searched in KM configuration -> Global Service for the setting. But I am not sure how or where to cheange it.
Date and Time Specification for Properties - Knowledge Management - SAP Library
Can you any one help me with this.
Netweaver version is 7.00 SP24.
Thank you in advance.
Thank you
~Kamesh~

Hello Kamesh,
if you look at the SAP Help link, you see that it is a part of the "Property Metadata Service" (the point one level up). There you see, where you can find the service itself in the portal and if you look at the "Related Areas" you should find "Property Metadata" (at least I do in my 7.31 portal ).
From there the link you found yourself should guide you well to do the changes you wish.
Regards,
Steffi.

Best Approach for integrating SAP CRM with Outage Management System

Hi All,
We are moving towards deploying Outage Management System (Oracle Utilities NMS) to help localize the fault, achieve Outage Management and a transparent network with a near-real time stats. We already have SAP ECC 6.0, ISU, SAP PI 7.0 and SAP CRM 7.0. One of the challenges we are facing is to decide how should we go about the integration of SAP CRM with Oracle's Outage Management System.
Here is a sample business scenario,
CSR receives a call from a consumer and inquires about planned outages for a particular area.
This information is contained in the Outage Management System (OMS). OMS is SOA based and is hosted on Oracle Service Bus.
I want to know that is there any ES Bundles available for CRM-OMS integration? Should we go about Service Based Integration? What are the alternatives to Service based integration? Can it be done using BAPIs?
We receive around 1000 consumer complains and against every complain a ticket is generated in CRM. Now If CRM is integrated with OMS using SAP PI, the volume of the data being exchanged via PI is very much high and exceeds our licensed volume for SAP PI. So I do need to know the best practices for either approach that you may recommend.
Regards,
Adil Khalil

does anyone have an idea about this one, I've asked this question in a few places and no one really seems clear about it.
Also, I've read here and there that SAP Business One is not a real SAP product. It was bought by SAP and is sold by them but has little do to with SAP's technology (R/3, SAP ERP, Netweaver, SAP CRM, ...), and that therefore they don't support it that much ? Is any of this right ?
I'm just trying to get my vision of the SAP universe clear.
Angela

Upgrade CRM 3.0 to CRM 5.0 -Is solution manager by SAP required?

Hello CRM gurus,
We are currently running on CRM version 3.0 and planning an upgrade to CRM 5.0.
Is solution manager absolutely required for this upgrade. I know that SAP heighly recommends it but is it absoutely required.
Also, could you please give me few inputs if you did the upgrade with/without the solution manager?
Thanks for your inputs,
Prasoon

Hi Prasoon,
in the <a href="http://service.sap.com/~sapidb/011000358700005413872005E">CRM 5.0 Upgrade Master Guide</a> I found this:
"Use of SAP Solution Manager is mandatory for mySAP CRM 2005. When you install SAP CRM 5.0 ABAP server or upgrade to this release, you are asked to enter a key generated by the Solution Manager. For more information, see the installation or upgrade guide for SAP CRM 5.0."
Regards
Gregor

Knowledge management in SAP CRM 7.0

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