EEWB is not very flexible

We only want to see the Customer Data Tab for ‘Person’. Not
for Organization or Group.
The BP transaction has been extended with a New Table and
CI using the EEWB (Easy Enhancement Work Bench).
Does anyone know how I might display the Customer Data
conditionally only for a certain BUT000-TYPE. (VALUES: 1 =
Person, 2 = Organization, 3 = Group)?
✍ ANSWER
You can use TRANSACTION CODE: BUPT. Create a new
Data Set and assign the View that got created via EEWB.
Now add this Data Set to your desired BP role. This way,
your new file will be only visible to that particular role, and
not on any other screens.
Just remember when using the EEWB that if you replicate
your objects it will revert all other object back to standard.
Thus you will and can lose other objects created within the
EEWB. So as a final setup you should copy or replicate your
programs into the other standard SAP development tools,
such as a standard BADI as an example.

How can I get Sales Order from R/3 to CRM

I want to know how to transfer the sales order from R/3 to
CRM, and how to bill for that particular Sales Order such
that it replicates in R/3.
My Scenario is:
I have to get the Sales Order from R/3 and I have to bill for
that particular Sales Order in CRM and this bill document
has to replicate R/3 also.
✍ ANSWER
Billing does not replicate from CRM to R/3, but the financial
data will transfer to R/3 F/I (just no invoice in VF02, VF03).
To transfer the order it has to be configured in both systems
and middleware parameters set up.

We are an existing SAP CRM customer upgrading to SAP CRM 7.0 and are debating whether to convert all of your pending Interaction Center (IC) service tickets to the new CRM Web Client service request format. What would be your advice?

Prior to SAP CRM 7.0, the service ticket was the business transaction recommended by
SAP for service issues related to the Help Desk in the IC.

However, as of SAP CRM 7.0, SAP introduced a new business object type called the
service request, which can be used in the Interaction Center, as well as in other CRM
business roles such as the Service Professional role.

New customers should use the service request rather than the service ticket.

Existing customers who are already using the service ticket should migrate to the new
service request when possible (although you can still continue to utilize the IC service
ticket). In order to facilitate the migration, it may be necessary to create a custom report to
handle the conversion of open (pending) service tickets to service requests.

What are the difference between Interaction Record and other Business Activities?

When an interaction record is created the system creates an ‘anchor' document flow link
(relationship type INTO with object type CRMCICANCH). This differentiates an interaction
record from all other Activity Business Objects (BUS2000126).

This additional anchor is used in navigation: when navigating from the interaction history or
inbox to an interaction record, the system will use this anchor to determine whether an
activity is of type interaction record or not. An interaction record typically has other screens
than a normal business activity.

The BW extractor makes also use of this anchor object to differentiate interaction record
related statistics from regular business activities.

We sell computer hardware, and need to log customer technical issues. We have been debating whether to use Service Tickets, Service Order, Complaints Management or Cases. Could you explain what each of these are and when they might be used?

Service Ticket Management
The service ticket is the most common type of service-related business transaction.
Service tickets are commonly used as the default transaction for logging product defects,
bugs, or any other technical issues.

After creating a service ticket as a follow-up transaction to the interaction record, agents
can perform technical analysis of problems (using multi-level categorization) and provide
solutions within defined service-level agreements (SLAs). If necessary, agents can also
dispatch or escalate service tickets to second-level support using pre-defined business
rules.


Service Order Management
Service orders are very similar to service tickets (in fact they share the same underlying
technical structure) but are used whenever it is necessary to schedule a repair, installation,
or other field-service related appointment -- especially if spare parts/service parts are
required.

Unlike service tickets, which do not support spare parts/service parts, the service order
allows agents to assign the relevant spare parts/service parts required for a repair,
maintenance or installation.


Complaint Management
Complaints are a very specific type of service transaction. In SAP CRM, complaints are
created as follow-up documents to support product returns, exchanges, or refunds. A
complaint is appropriate when a customer has a problem or issue with delivery shipment
or billing invoice.

Agents can create a complaint from a reference document such as sales order or billing
invoice. Agents can also generate appropriate follow-on tasks such as credit/debit
memos, QM notifications, free-of-charge shipments, and returns.

In SAP, complaints are NOT used to record situations in which a customer is calling to
"complain" about bad service or defective products; rather interaction records and service
tickets are best suited for such situations.

We are planning to implement Employee Interaction Centre (EIC). We can do it either in CRM or ERP. What is your advice?

If the focus is on native HR functionality requiring process depth within your EIC service
offering, then the ERP option is recommended.

Relevant functionalities not yet available with the SAP CRM EIC deployment option include
the handling of concurrent employment scenarios employee authentication integration to
HR processes and forms.

The SAP CRM solution provides greater depth of Interaction Center related functionality
that is not available within the ERP solution.

These functionalities include:
•        Campaign management
•        Case management
•        Multi-tenancy capabilities enabling client switch & BPO environments
•        Standard help desk processing methodology including service request handling  &
problem management
•        Intent driven interaction
•        Billing and charging for delivered services
•        User interface flexibility and personalization

Is CRM already in place, planned or a potential future need/consideration?
If not, from a technical standpoint - why take on the overhead of CRM?

The ERP based solution is geared towards implementations involving a central HCM
system running on ERP 6.0 and customers who want a HR specific call center solution to
support HCM Service Delivery.

If so, it is likely that the EIC will ultimately be realized within the context of the SAP CRM
Interaction Center. Consideration should also be given to note 1256691 indicating that "the
functions provided in Enhancement Package 4 for SAP ERP 6.0 for the Employee
Interaction Center component (PA-EIC) constitute the final range of functions."  

SAP's direction is to establish one common shared services platform based on CRM
technology and other SAP Business Suite components to offer functions following the
latest business trends such as multi-functional shared services.

The CRM technology will thereby be further leveraged to build this shared services platform
in additional to providing functional enhancements for comprehensive scenario coverage
across shared service center topics.

How Do Modification-Free Enhancements Work?

 You can perform modification-free enhancements at predefined positions in code.
There you have anchor points or enhancement options, as they are called in the
terminology.

At these points you can insert your enhancements.  You can do this without changing the
compilation unit that you are enhancing.  The inserted implementations are processed at
the appropriate position in the compilation unit, but they are themselves not part of this unit.

They cannot, for example, belong to another package.  Let us take a look at the example of
a source code enhancement in a report in order to illustrate this better.  We are not looking
at details of coding, but the key steps.

Anchor point, at which you can plug in an enhancement.

Enhancement which is executed here but is itself not a physical part of the code it is
plugged into

You can – to a certain extent – compare this enhancement technology with a closet system
where you can insert various elements at particular positions. Instead of drilling the wood in
the side walls, you can insert various boards and other elements where the manufacturer
has already inserted hooks or holders at important positions.

There are different types of holders or attachments at various positions.  At each holder
type, you can insert exactly one type of element: boards at small dowel positions, CD
elements at wider dowel positions, and drawer elements at multiple dowels. It seems like
the elements are an integral part of the entire closet but, in fact, they are attached to the
closet parts through holders.

The different enhancement technologies correspond to these different types of elements
described above. These technologies become attached at different types of anchor points
or enhancement options of the Repository objects.

Therefore, you cannot simply insert enhancements into Repository objects at any position
you like without modifications, but only where there are so-called enhancement options in
place. At these enhancement options, you can also attach only certain elements – so-
called enhancement implementation elements.  

A concept that standardizes and structures all previous enhancement possibilities cannot
do without a certain amount of complexity. The structure it is based on, however, is
extremely simple.

.        •        On the one hand, you have hooks or, to put it correctly, enhancement options
where you can insert enhancements. There you define enhancement options, which is why
one can speak of the definition side.

.        •        On the other hand, you have enhancement implementation elements that you
can affix to these hooks or enhancement options.

The rest is simple detail: There are various types of hooks or enhancement options, and
there are also various enhancement implementation elements.  The enhancement options
are grouped together to enhancement spots and these, in turn, to even larger units.

The same applies to units on the implementation side.  Between the different units of a
side and between those of the implementation and definition side, you have assignments
of different cardinality.