|Software Component Version||ESM CRM 7.02|
Throughout an organization, employees constantly and continuously create and manage their own activities in their mail and related systems. This data is important as it allows each employee to work efficiently on their own tasks. So when a group of employees come together to work on a shared business objective, such as creating and delivering a major campaign, the individual data of each employee involved becomes important to all the employees in that group. To work collectively to achieve their shared business objective, data saved by each individual needs to be accessible to all relevant employees.
The Activity Management process component makes data from individual professionals shareable across an organization. This includes data from:
The Activity Management process component enables activities to be:
Specifically in CRM, Activity Management process component can be used for example as follows.
This process component enables processes and applications to work with the data in the CRM back-end system, such as in the following examples.
1. Connection to 3rd Party marketing tools for execution.
2. Connection to 3rd party groupware solutions not supported by SAP CRM for integration.
3. Connection to free/busy servers for publishing over the internet.
4. Connection to route optimization tools.
5. Connection to industry-specific applications such as:
- homemade shelf management tools in Consumer products or
- custom built OTC (over the counter) applications in Life sciences.
6. Integration with 3rd party reporting tools.
To provide an understanding of how the range of service operations in the Activity Management process component can be applied in practice here is a business scenario broken down into steps with the appropriate service operation indicated.
In the following list, the term shown at the end in parentheses is the corresponding term used in the CRM back-end system.
This process component communicates with other process components using the following interactions:
The following entities are part of this process component:
|Activity Task Action In||An interface to complete an activity task.|
|Appointment Activity Processing In||Group of asynchronous inbound operations for Appointment Activity|
|Appointment Activity Processing Out||Group of asynchronous outbound operations for Appointment Activity|
|Interaction Activity Processing In||An interface to create and change interaction activities as bulk.|
|Interaction Activity Processing Out||An interface to confirm interaction activities as bulk.|
|Manage Activity Task In||An interface to create, read and change activity tasks.|
|Manage Appointment Activity In||An interface to create, read and change appointment activities.|
|Manage Email Activity In||An interface to create, read and change email activities.|
|Manage Interaction Activity In|
|Query Activity In||An interface to retrieve basic data from activities.|
|Query Appointment Activity Processing In||Group of asynchronous operations to retrieve a list of Appointment Activities based on different criteria.|
|Query Appointment Activity Processing Out||Group of asynchronous operations to retrieve a list of Appointment Activities based on different criteria.|
|Query Interaction Activity Processing In||An interface to find interaction activities by elements.|
|Query Interaction Activity Processing Out||An interface to retrieve the data from interaction activities.|
|Activity||A structured view of various types of activities, such as letter, e-mail, or fax activities, for the purpose of planning and documenting all actions and interactions related to business partners.|
|Activity Task||A task used in Activity Management containing information about anything an employee needs to do within a certain time frame, and which can be related to a business partner.|
|Appointment Activity||Type of activity that is recorded in an employee's calendar, including scheduled meetings, and external events.|
|Email Activity||Type of activity that records text and graphics sent via groupware or the Internet. Emails can include attachments, and can also be sent automatically to a large number of recipients.|
|Interaction Activity||Type of activity that records any type of interaction with a customer such as a telephone call, or call report from a customer visit, or information on a trade fair.|
The service operations in the Activity Management process component do not currently support the following attribute.
To use the service operations in the
process component ensure that the CRM back-end system has been customized as usual to create and manage activities.
For more information see the activity management documentation in the help portal at http://help.sap.com .