Business Process Procedures - SAP Service …sapidp/... · Web viewUse your own master data to go through the test procedure. If you have installed an SAP Best Practices Baseline

EHP3 for SAP CRM 7.0

April 2014

English

Interaction Center Sales with ERP Sales Order (C82)

SAP SEDietmar-Hopp-Allee 1669190 WalldorfGermany

Test Script

SAP Best Practices Interaction Center Sales (with ERP Sales Order) (C82): Test Script

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Contents

1 Purpose................................................................................................................................................................................................................ 6

1.1 Purpose of the Document.............................................................................................................................................................................. 6

1.2 Purpose of Interaction Center Sales (with ERP Sales Order)........................................................................................................................ 6

2 Prerequisites......................................................................................................................................................................................................... 6

2.1 System Access.............................................................................................................................................................................................. 7

2.2 Roles............................................................................................................................................................................................................. 7

2.3 Master Data, Organizational Data and Other Data........................................................................................................................................ 7

2.4 Business Conditions...................................................................................................................................................................................... 8

3 Process Overview Table....................................................................................................................................................................................... 9

4 Testing the Process Steps.................................................................................................................................................................................. 10

4.1 Inbound Call Processing.............................................................................................................................................................................. 10

4.1.1. Identify and Confirm Account................................................................................................................................................................... 10

4.1.2. Optional: Check Account Fact Sheet....................................................................................................................................................... 11

4.1.3. Create ERP Quotation............................................................................................................................................................................. 12

4.1.4. Create ERP Sales Order.......................................................................................................................................................................... 13

4.1.5. Wrap Up Interaction................................................................................................................................................................................. 14

4.1.6. Optional: Check ERP Quotation and ERP Sales Order........................................................................................................................... 15

4.2 Outbound Call Processing........................................................................................................................................................................... 16

4.2.1. Generate Call List.................................................................................................................................................................................... 16

4.2.2. Assign Call List to Agent(s)...................................................................................................................................................................... 18

4.2.3. Select Call List......................................................................................................................................................................................... 21

4.2.4. Optional: Check Customer Interaction History......................................................................................................................................... 22

4.2.5. Optional: Check Account Fact Sheet....................................................................................................................................................... 23



4.2.6. Create ERP Sales Order by Using Interactive Scripting........................................................................................................................... 23

4.2.7. Wrap Up Interaction................................................................................................................................................................................. 26

5 Appendix............................................................................................................................................................................................................. 28

5.1 Process Chains............................................................................................................................................................................................ 28



Interaction Center Sales (with ERP Sales Order)

1 Purpose

1.1 Purpose of the DocumentThis document provides a detailed procedure for testing the scope item Interaction Center Sales (with ERP Sales Order) after solution deployment, reflecting the predefined scope of the solution. Each process step is covered in its own section, providing the system interactions (i.e. test steps) in a table view. Steps that are not in scope of the process but are needed for testing are marked accordingly (see column Test Step). Customer project-specific steps must be added.

Note for the customer project team: Instructions for the customer project team are highlighted in yellow and should be removed before hand-over to project testers. The appendix is included for internal reference, in particular to support A2O, and should also be deleted before handover to the customer, unless deemed helpful to explain the larger context.

1.2 Purpose of Interaction Center Sales (with ERP Sales Order)This business process illustrates a typical workflow associated with call center agents for sales handling inbound and outbound phone calls with customers who intend to order products. It gives you a step-by-step description of how a sales agent processes calls and which functions they can use when processing the call and creating an ERP sales order as a result of the customer's call.

This process runs in the SAP CRM Interaction Center Web Client.

2 Prerequisites

This section summarizes all prerequisites for the test in terms of system, user, master data, organizational data, and other test data and business conditions.



2.1 System AccessThe test should be conducted with the following system and users:

Type of Data Details

System System <Provide details on how to access system, e.g. system client or URL>

Standard User BP IC Agent Sales User ID IC_AGENT_SAL, password welcome

Standard User BP IC Manager User ID IC_MAN, password welcome

If the password is invalid try the password initial.

2.2 RolesFor non-standard users, the following roles must be assigned to the system users testing this scenario:

Business Role Business Role Id Process Step Sample data

BP IC Agent Sales YBP_ICA_SLS See Process Overview TableJudie Coltman,User IC_AGENT_SAL, password welcome

BP IC Manager YBP_IC_MAN See Process Overview TableAngela Lucata,User IC_MAN, password welcome

2.3 Master Data, Organizational Data and Other DataThe organizational structure and master data of your company was created in your system during implementation. The organizational structure reflects the structure of your company. The master data represents materials, customers, and vendors, for example, depending on the operational focus of your company

Use your own master data to go through the test procedure. If you have installed an SAP Best Practices Baseline package, you can use the following Baseline package scenario data:



Data Sample Value Details Comments

Sold-To Party 1 100000 Customer Domestic 00



Contact Person 1 <ID> Monika Ziegler Internal number assignment

Contact Person 2 <ID> Hans Bertolini Internal number assignment

Contact Person 3 <ID> Sabine Huber Internal number assignment

Telephone Number 1 +491234444



2.4 Business ConditionsBefore this scope item can be tested, the following business conditions must be met:

Business Condition Comment

1 <ScopeItem_BusinessCondition>

2 <ScopeItem_BusinessCondition>



3 Process Overview Table

This scope item consists of several steps provided in the following table:

Process step Business condition Business role Expected resultsInbound Call Processing

Identify and Confirm Account Customer calls the Interaction Center IC Agent Sales Account is identified and confirmed

Optional: Check Account Fact Sheet

Account information has been added IC Agent Sales Information about the Customer is displayed

Create ERP Sales Order Customer wants to order product IC Agent Sales ERP Sales Order is created

Wrap Up Interaction Call can be closed IC Agent Sales Interaction Record is created and interaction is ended

Optional: Check ERP Sales Order ERP Sales Order has been created IC Agent Sales Information about ERP Sales Order is displayed

Outbound Call Processing

Generate Call List Calling Hours IC Manager Call List is created

Assign Call List to Agent(s) Call List needs to be assigned to processors

IC Manager Call List is assigned to agent(s)

Select Call List Call List has been prepared and assigned

IC Agent Sales Agent processes call list

Optional: Check Customer Interaction History

Previous interactions with customer exist (Activities, Documents)

IC Agent Sales Information about previous interactions is displayed

Optional: Check Account Fact Sheet

Account information has been added IC Agent Sales Information about the account is displayed

Create Sales Order Using Interactive Scripting

Script is available IC Agent Sales ERP Sales Order is created

Wrap up Interaction Call can be closed IC Agent Sales Interaction Record is created and interaction is ended



4 Testing the Process Steps

This section describes test procedures for each process steps that belongs to this scope item.

The test should take approximately 1.5 hours.

4.1 Inbound Call Processing

4.1.1. Identify and Confirm Account

PurposeIf there is no CTI integration established, you first need to identify the customer when processing an inbound phone.

As an Interaction Center agent for sales, you process a call of the contact person of a sold-to party. Both parties already exist as business partners in the CRM system.

Procedure

Test Step #

Test Step Name Instruction User Entries:Field Name: Value

Expected Result Pass / Fail / Comment

1 Log on Log on to the CRM WebClient as IC Agent Sales.

CRM IC Web appears with the Identify Account page as the default view.

2 Search for Account

In the navigation bar, choose Account Identification.

Via field Account or Account ID, enter the respective data for the calling <Sold-To Party> and press Enter.

<Sold-To Party> The contact persons and account details appear in display mode in the work area.

3 Select Contact If there is more than one contact person related to the calling

<Contact Person> The contact persons and account details appear in display mode in



Test Step #



company, select the relevant <Contact Person> from the list.

the work area.

4 Confirm Account and Contact

Choose Confirm to confirm <Sold-To Party> and <Contact Person>.

The calling business partner has been identified and confirmed.

4.1.2. Optional: Check Account Fact Sheet

PurposeThe account fact sheet provides a structured overview of important information existing for a certain customer.

Procedure

Test Step #






<Sold-To Party> The contact persons and account details appear in display mode in the work area.

2 Select Account Fact Sheet

In the navigation bar, choose Account Fact Sheet.

You get information about various documents at a glance.



4.1.3. Create ERP Quotation

PurposeThe purpose of the following steps is to create an ERP quotation for a product item.

Procedure

Test Step #






<Sold-To Party> The account details appear in display mode in the work area.

2 Create Sales Order

In the navigation bar, choose Quotation ERP.

The Quotation: New page appears.

3 Enter Item In assignment block Items, enter the required data.

Press Enter.

Product ID: H21

Qty: 2

4 Enter Details In the document details assignment block, enter the required data.

External Reference: <number> (free definition)

5 Save Choose Save to save the new ERP Quotation.

Take a note of both the external reference number and the Quotation ID.

An ERP quotation has been created for further processing by the responsible employee.



4.1.4. Create ERP Sales Order

PurposeThe purpose of the following steps is to create an ERP sales order for a product item.

Procedure

Test Step #






<Sold-To Party> The account details appear in display mode in the work area.


In the navigation bar, choose Sales Order ERP.

The Standard Order: New page appears.

3 Enter Item In assignment block Items, enter the required data.

Press Enter.

Product ID: H21

Qty: 2

4 Enter Details In the ERP Sales Order Details area, enter the required data.


5 Save Choose Save to save the new ERP sales order.

Take a note of both the external reference number and the sales order ID.

An ERP sales order has been created for further processing by the responsible employee.



4.1.5. Wrap Up Interaction

PurposeYou can add further information to the interaction record, for example, notes and attachments, or create follow-up activities. In this scenario, these steps are optional.

Procedure

Test Step #



1 Access Interaction Record

In the navigation bar, choose Interaction Record.

The Interaction Record page opens.

2 Enter Notes In the Notes workspace, you can add further descriptions or notes if necessary.Select a text type (for example, Note), locate your cursor in the text field and either enter a text manually or choose Import Scratch Pad.

To use the Import Scratch Pad option, you first need to enter a

text in the Scratch Pad.3 End To end the interaction with the

customer, choose End in the toolbar.

By choosing End, the agent completely ends the interaction in the system. All open transactions

The interaction record has been created and completed.



Test Step #



are automatically saved. The agent is ready for the next activity.

4.1.6. Optional: Check ERP Quotation and ERP Sales Order

PurposeAfter the IC agent for sales has created a new ERP quotation and a sales order, he or she can check it in his/her agent inbox.

In case the optional functionality Accelerated Agent Inbox Search (SAP HANA) has been implemented (according to the configuration guide of building block C4I CRM Interaction Center – Agent Inbox), ERP quotations and ERP sales orders can’t be displayed in the Agent Inbox.

Procedure

Test Step #



1 Inbox In the navigation bar, choose Inbox.

Select the required search criteria. Choose Search.

Main Category: ERP Quotation AG

You can see your new ERP quotation in the Result List.

2 Choose entry for ERP Quotation

Choose the entry in the Main Category column to display the quotation.

Display quotation.

Choose Back.

Select the required search criteria. Choose Search.

Category: ERP Sales Order TA

You can see your new ERP sales order in the Result List.

Choose entry for ERP Sales Order

Choose the entry in the Main Category column to display the

Display sales order.



Test Step #



sales document.

3 Log off You can now log off the CRM WebClient UI as IC Agent Sales

4.2 Outbound Call Processing

4.2.1. Generate Call List

PurposeIn our scenario, the Interaction Center manager first needs to create a call list (based on the available call times of the particular business partner) that will be used by an agent to process his outbound calls.

There are three methods that can be used to create call lists:

Creation of call lists via campaign management (Marketing Management)

Generation of call lists directly from BP call time (periodic call list)

Creation of empty call lists manually and manually populating their content

In the Interaction Center scenarios, you can create call lists directly from BP call time or manually in the call list distribution application. Call lists created from both campaigns and BP call time become visible in the call list distribution application (transaction CRMD_TM_CLDIST).

Procedure

Test Step #



1 Log on Log on to the CRM system as Interaction Center Manager.

CRM SAP Gui appears.



Test Step #



2 Open New Call List

Access the activity by choosing the following navigation option:

SAP CRM menu: Interaction Center Supporting Processes Outbound Calling Generate Business Transactions and Call Lists (Transaction: CRM_CALL_LIST)

New call list opens.

3 Add General Data

On the Generate planned call list from BP call times screen, enter the required data.

General

Transaction Type: PCAL – Planned Telephone Call (Outgoing)

Processing Horizon from: <today>

Processing Horizon to: <two weeks later>

Business Partner

Business Partner: <Sold-To Party 1> to <Sold-To Party 3>

(use button Multiple selection for data entry)

Use Contact:

Relationship Category: BUR001 Has Contact Person

Scheduling

Standard, based on …:



Test Step #



Business Hours: Calling Hours

Call List

Generate Call List:

Call List Title: BPCL<number>

Interaction Center: <No. of org. unit SALES CALL CENTER>

IC WebClient Script: <script> (in this case, for example, YBP Script)

4 Generate Call List

Choose Execute. You receive a message confirming that 3 activities (planned calls) were generated for 3 business partners in the new call list.

5 Confirm Choose Continue to confirm this message.

Choose Back.

A new call list has been generated.



4.2.2. Assign Call List to Agent(s)

PurposeOnce a call list is created, the IC manager determines which agents or groups of agents will execute the call lists and assigns the call list to them. In our case, the assignment is made to an organizational object to which agents have been assigned. This provides greater flexibility and ease of assigning call lists to particular groups, instead of manually assigning each agent.

After the assignment is made, the agents can view and execute the call list in the Call Lists workspace in the Interaction Center WebClient.

Procedure

Test Step #



1 Log on Log on to the CRM system as Interaction Center Manager.

CRM CRM SAP GUI appears.

2 Access Call List Maintenance

Access the transaction by choosing the following navigation option:

Interaction Center Supporting Processes Outbound Calling Call List Maintenance (Transaction: CRMD_TM_CLDIST)

Call Lists are displayed.

3 Select Call List In the Call Lists Name area on the left-hand side, open the tree structure Call List Management and open the substructure of the newly-generated call list BPCL<number> which you want to assign.

4 Create Assignment

Choose structure item Assignments.

Choose Create Assignment:

The dialog box opens to enter search criteria.



Test Step #



Create Assignment

5 Search Organizational Objects

In the dialog box, enter a search term to find the organizational object (position) that you want to assign the call list to (here: type in *agent* as Search Term) and choose Start Search.

Search Term: <AGENT> Search result is displayed.

6 Select objects Select the position IC Agent Sales (POS_IC_SAL) and choose Copy.

More than one object can be assigned to a call list. So you can repeat this procedure for each organizational object you want to assign a call list to.

Objects are assigned.

7 Activate Call List To activate the call list assignment, right-click the structure item BPCL<number> and choose Activate from the dropdown menu.

In dialog box Select Type of Execution, select Run Synchronously and choose Continue.The status of the call list switches from Inactive to Active (see General tab page).

You have to activate the call list after its generation; otherwise it



Test Step #



will not appear in the Interaction Center environment.

8 Log off You can now log off the CRM WebClient UI as Interaction Center Manager.

4.2.3. Select Call List

PurposeAfter a call list is created and the assignment of agents or teams to the call list is is made, the agents can view and execute the call list in the Call Lists workspace in the Interaction Center WebClient.

Procedure

Test Step #



1 Log on Log on to the CRM WebClient as IC Agent Sales.

CRM IC Web appears.

2 Process Call List Choose Call Lists in the navigation bar.

In workspace Available Call Lists, highlight your new call list and choose Display Calls. A new workspace opens containing all business partners assigned to the call list.

A new workspace opens containing all business partners assigned to the call list.



Test Step #



If your newly-created call list does not appear, try to deactivate the call list and activate it again in the CRM system (see process step Assign Call List to Agent(s)).

3 Choose an item from the Call List

Highlight the first item of the call list in order to indicate that you are working on the call.

To display the column for the telephone numbers of the business partners, click the link Full View. Now you could start the outbound call.

4 Access Business Partner Data

In the navigation bar, choose Account Identification to access the business partner’s data.

You are now able to start an outbound phone call.

4.2.4. Optional: Check Customer Interaction History

PurposeBy displaying the customer interaction history, you can check all previous contacts and documents that have been processed for a certain customer, for example, telephone calls, (sales) orders that have been created, and so on.

Procedure

Test Step #



1 Search Interaction History

In the navigation bar, choose Interaction History.

If not already done automatically, you can further restrict the search

Transaction Category: To list all information types, do not select anything.

From Date

According to your search criteria the customer interaction history is displayed.



Test Step #



for interaction information by entering the necessary details in the following fields.

If necessary, you can clear the search field by choosing Clear.

Choose Search.

to: <Dates>

Transaction ID: <Number of the transaction>

Description: <Description of the transaction>

Account ID: <Sold-To Party> (The account ID is displayed automatically when accessing the Interaction History.)

2 Check Interaction History

In the Customer Interactions - Result List, check the customer’s previous activities.

You have checked the customer’s interaction history.

4.2.5. Optional: Check Account Fact Sheet

PurposeThe account fact sheet provides a structured overview of important information that exists for a certain customer.

Procedure

Test Step #



1 Select Account Fact Sheet

In the navigation bar, choose Account Fact Sheet.

You get information about, for example, components, calls and various documents at a glance.

The account fact sheet provides all details concerning your customer in a structured way.



4.2.6. Create ERP Sales Order by Using Interactive Scripting

PurposeThe Interactive Scripting is an agent guidance which helps the agent to structure the contact process with the customer.

If you have set up the optional Alert described in the Configuration Guide of building block C4G – CRM Interaction Center - Interactive Scripting, the script will be started automatically after the confirmation of the business partner.

During the outbound phone call, you use the steps that are predefined in the script. The script leads you to the environment for ERP sales order creation.

Procedure

Test Step #



1 Execute an interactive script

In the navigation bar, choose Script.Since the script is associated to the call list, it is started as soon as you access the scripting while working on a call list. If the script does not appear automatically, select the required data.

Choose Go.

If a CTI has been set up before, you can choose Dial Pad from the application toolbar to directly connect to the business partner who has been selected in the call list before.

Launch: SAP Best Practices Script

Lang.: English

The script opens showing the first statement or question defined in the example script.



Test Step #



2 Execute script In the first question of the script, the agent asks if the customer is interested in a new product.

In our scenario we assume that the customer wants to buy a certain product.

Choose the option ERP Sales Order.


In the ERP sales orders environment choose New.

In the table, enter the required data.

Press Enter.

Product ID: H21

Qty: 2

4 Add Details In the section ERP Sales Order Details, enter the required data.


5 Save Choose Save to save the new ERP sales order.

Take a note of both the external reference number and the sales order ID.

The sales agent created an ERP sales order while using an interactive script during an outbound call.

6 Navigate through the script

Choose Back to get back to the script.

You can navigate through the script using the buttons within the script or using the navigation options displayed below the script area.



Test Step #



SCRIPT_FIRST – takes you to the first question

SCRIPT_BACK – takes you one question back

SCRIPT_STOP – stops the script

SCRIPT_LAST – takes you to the last question

4.2.7. Wrap Up Interaction

PurposeYou can add further information to the interaction record, for example, notes and attachments or create follow-up activities.

Procedure

Test Step #



1 Create an Interaction Record

In the navigation bar, choose Interaction Record.

The Interaction Record page opens.

2 Add Notes In the Notes workspace, you can add further descriptions or notes if necessary.Select a text type (for example, Note), locate your cursor in the text field and either enter a text manually or choose Import Scratch Pad.



Test Step #



To use the Import Scratch Pad option, you first need to enter a

text in the Scratch Pad.

3 End To end the interaction with the customer, choose End in the toolbar.

By choosing End, the agent completely ends the interaction in the system. All open transactions are automatically saved.The agent is ready for the next activity.

The interaction has been completed and the agent is ready to process the next call.



5 Appendix

5.1 Process ChainsThis appendix is merely for internal reference. Delete before handover to customer unless relevant for e.g. A2O reasons.

The process to be tested in this test script is part of a chain of integrated processes.

5.1.1 Preceding ProcessesYou may first have completed the following business processes and conditions before you start with the test steps:

Process Business Condition

Account and Contact Management (C66) Account and contacts created as part of process C66 – Account and Contact Management will be used for account identification in process C82 – Interaction Center Sales.

5.1.2 Succeeding ProcessesAfter completing the activities in this test script, you can continue testing the following business processes:

Process Business Condition

Sales Order Processing: Sale from Stock (109) Sales order created as part of process C82 – Interaction Center Sales (with ERP Sales Order), can be used for subsequent sales order processing such as delivery, picking, goods issue and billing procedure.
