This Blog should provide you with basic understanding of Activity management.
Topics to be covered:
1) Two types of Activities
2) Activities Structure in CRM
3) 3 Setting stages to configure
4) Copy Control
What is an Activity: an activity is a document that has information “planning actions” that are required during CRM lifecycle. Activity management manages all data that consists of data that a relevant employee must have access to. Some examples of activity are: Telephone calls, e-mails, sales call, etc
There are two types of Activities:
1) Business Activity – consists of information regarding Business Partner (BP) interaction “on a particular date.” These are any kind of public interactions for a business that require a BP involvement such as phone calls/letters and these must have a start and finish dates. These can be defined using SPROà CRMà Basic settings
2) Tasks – contains of information that one or more employees need to complete “by a particular date.” These don’t require the involvement of a BP (except for a Employee Responsible) and are either public/private reminders/wide range of possibilities. Some examples might be, need to call customer back by the end of day, need to prep presentation material for a meeting, it’s my friends B-day, send a nice greeting card, etc… Task has an option of marking it as private, which will not allow anything but you to see what it is.
Activities in CRM are structured into 3 categories:
1) Header – consists of description of transaction, date & time, category, and partner information
2) Tab page overview – includes Priority, completion, status, reason & goal, and general information
3) Additional tab pages – include partners, texts, organization, dates, address, questionnaire, etc…
Note : *** When working with tasks, organizational data & address data is not shown as these are only relevant when activities include a BP.
When dealing with SPRO there are 3 settings stages that depend on the previous stage.
1) Defining transaction type: in addition to defining what the transaction is, you can also define its text determination procedure, partner determination procedure, its range of internal numbers, status profile, date profile or organizational data profile.
2) Assiging Business transaction category: This is dependant on 1st defining transaction type: Multiple transaction categories can be defined to a single transaction type (***only certain types of categories can be linked).
3) Customizing at header level: These Business transaction categories are set at header level, depending on the category.
There is a very neat feature in SAP to help you do less repetitive work. Let’s say that there was a transaction that you had created and a follow up activity, now you need the same follow up activity for some other activities, SAP has given us a neat tool to help us save time from having to configure the same follow-up activities.
You’ve created a phone call followed up with a sales call and you want to use the same sales call to be followed after a letter that was sent SAP make this easier without having to duplicate work:
Configure for a sales call (with specifications of your choice) to come as follow up activity after a phone call
- Phone Call à Sales Call
Second time around, no configuration is not needed. Just request that the follow-up activity needs to be a sales call
- Letter à Sales Call
You don’t have to worry if there is one thing you need to configure for a sales call that follows-up with a letter, it’s easy to make that change and not have to effect the sales call that follows phone call. This is possible because of the feature called “Copy Control”. This helps us to make a copy of the same activity without any reference to the original.