Business Process Procedures s4

EHP3 for SAP CRM 7.0 April 2014 English

Activity Management (C65) Test Script

SAP SE Dietmar-Hopp-Allee 16 69190 Walldorf Germany SAP Best Practices Activity Management (C65): Test Script

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Contents

1 Purpose...... 5 1.1 Purpose of the Document...... 5 1.2 Purpose of Activity Management...... 5 2 Prerequisites...... 6 2.1 System Access...... 6 2.2 Roles...... 6 2.3 Master Data, Organizational Data and Other Data...... 6 2.4 Business Conditions...... 7 2.5 Preliminary Steps...... 7 3 Process Overview Table...... 8 4 Testing the Process Steps...... 9 4.1 Create Incoming Call and Follow-Up Visit...... 9 4.2 Prepare Customer Visit...... 12 4.3 Add Activity Journal...... 13 4.4 Create Follow-Up Task for the Customer Visit...... 14 4.5 Complete Task...... 16 4.6 Send E-Mail to Customer...... 17 4.7 Add Visit Details - Modify a Visit...... 18 4.8 Create Outgoing Call to Customer and Follow-Up Opportunity...... 20 5 Appendix...... 22 5.1 Process Chains...... 22

Activity Management

1 Purpose

1.1 Purpose of the Document This document provides a detailed procedure for testing the scope item Activity Management 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 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 handover 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 Activity Management You use Activity Management to plan, track, and document business activities and tasks. Business activities can be phone calls, e-mails, trade fair contacts, and so on. Activity Management supports the sales and service process in all phases and provides information about all activities carried out to serve the customer.

2 Prerequisites

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

2.1 System Access The test should be conducted with the following system and users: Type of Data Details System System Standard User BP Sales Employee User ID SALES_EMPL, Password welcome

2.2 Roles For 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 Sales Employee YBP_SLS_EMPL See Process Overview Table Michael Curtis, User SALES_EMPL, password welcome

2.3 Master Data, Organizational Data and Other Data The 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 100000

Data Sample Value Details Comments form: dd.mm.yyyy hh:mm Date should make sense in context. H11, H12 Contact assigned to account 100000 10000

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

Business Condition Comment 1 2

2.5 Preliminary Steps

To send and receive e-mails a connection to an e-mail server is required. The mail server needs to be connected to the SAP CRM system. Collaboration Data Objects need to be installed separately starting with Exchange 2007 and Outlook 2007. The CDO’s can be downloaded from the Microsoft Web site, for example from here: http://www.microsoft.com/downloads/en/details.aspx?familyid=2714320d-c997-4de1-986f-24f081725d36&displaylang=en Note that starting with Outlook 2010 the CDO‘s are no longer required.

Make sure that the following browser settings are done: Download Signed ActiveX controls – Prompt needs to be set to Enabled Download Unsigned ActiveX controls - Set to Enabled otherwise the email transfer fails. Mark Initialize and Script ActiveX controls as safe for scripting - Enabled. For details see SAP Note 963408 (http://service.sap.com/sap/support/notes/963408). A valid e-mail address needs to be added in the master record of the sales employee. To set up E-Mail Transfer with Microsoft Outlook, perform the steps of Configuration Guide C20 CRM Transaction Types - Basic Settings, chapter Setting Up E-Mail Transfers from Microsoft Outlook.

3 Process Overview Table

The scope item Activity Management consists of several steps provided in the following table. Process step Business condition Business role Expected results Create Incoming Call and Follow- Incoming call received. Sales Employee Incoming call saved; customer appointment Up Visit scheduled.

Prepare/Modify a Visit Customer Visit scheduled. Sales Employee Visit prepared, tasks defined.

Create Activity Journal for Create visit and attached Activity Journal Sales Employee Preparatory task Appointment

Create Follow Up Task to Visit Visit took place. Sales Employee Information on visit added; follow-up task created.

Complete task Follow Up work to visit done Sales Employee Open task checked and competed

Send e-mail to customer Product presentation done Sales Employee E-mail with attachment sent to customer.

Adding Visit Details – Modifying a Update visit information and create follow- Sales Employee Visit information updated, follow-up task created. Visit up task

Create Outgoing Call and Follow- Call Customer and created follow-up Sales Employee Opportunity created. Up Opportunity opportunity

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 ½ to 2 hours.

4.1 Create Incoming Call and Follow-Up Visit Purpose The sales employee receives an incoming phone call from a customer, who is interested in a product.

Procedure Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment 1 Log on Log on to the CRM WebClient as The Home page appears. sales employee. Navigation option to access Activities is available. 2 Open New In the navigation bar, choose A new Activity overview page Activity appears. Activities  Create: Interaction Log  Y007 – BP Interaction Log 3 Add General Make the required entries. Description: Call Data according to The date / time is determined campaign automatically and scheduled with the current date. Change the Location: <…> (Any date / time according to your Location) needs. Start Date: Time From/To: Category: Telephone

Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment Call Direction: Inbound Importance: Very High Active Status: Completed 4 Add References Make the required entries. Account: Enter the account using the input Contact: help. The contact is automatically determined. If not, choose Enter.

The system displays a list if more than one contact relationship exists for the entered account. Select one contact.

This partner function Employee Responsible is determined automatically via the user ID of the logon user. 5 Add Make the required entries. Organizational Data Organizational Sales Organization: Data BP_SO_CENTER Note: In case of a system message to enter the Sales Distribution Channel: Office, open assignment block <10> Sales Area Data to add the data Division: < > manually. 10 If a dialog box appears, select sales organization BP_SO_CENTER.

Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment If a dialog box appears, select Distribution Channel 10 / Division 10. 6 Add Notes Make the required entries. Notes: Customer is Enter a short note to provide all interested in necessary internal information. product. A customer visit is scheduled. 7 Check Attendees Check the entries in assignment Sales Representative block Attendees. Employee Responsible This partner function is determined from the relationship to the account or from the logon user. It is possible to change the partner. 8 Save Choose Save. Activity (BP Interaction Log) is saved. No error messages appear. 9 Create Follow-up Create a follow-up visit for the Follow-up activity screen (BP Visit Activity saved activity. Choose More  with Prod.) opens. Follow Up and then Appointment: All partners and the description BP Appointment are copied to the new activity. All partner data and the The previous activity is description are copied to the new referenced. activity. If a dialog box appears, select the respective contact person. 10 Add General Make the required entries. Description: Visit Data according to Check the date and time. They are campaign determined automatically and scheduled with the current Location: <…> (Any

Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment

date/time. Change as required. location) Start Date/Time: End Date/Time: + 10 min

11 Save Choose Save and Back. The incoming call from the customer was saved in the system. This is the beginning of the sales process. A customer appointment is scheduled. System jumps back to initial Activity screen.

4.2 Prepare Customer Visit Purpose The sales employee prepares the customer visit and updates the appointment.

Procedure Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment 1 Open Search for Access the activity choosing the Search view appears. Account following navigation option: Account Management  Search: Accounts

2 Search for Enter the Account ID or the Name Account ID/Name: Search Result appears. Account as search criteria and click

Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment

Search. 3 Select Account Click the account hyperlink in the Account is opened. result list. 4 Search for Open assignment block Follow-up transaction (BP planned visit Interaction History within the Interaction Log) appears in the account overview page. transaction history of the initial activity. Search for your planned visit in the interaction history result list. For example, use the filter function which is available via the column header. Choose Visit according to campaign. The overview page of the appointment is displayed. 5 Add Notes Choose Edit in assignment block Agenda: Appointment Details and make the 1. Introduction required entries. 2. Company Enter a short agenda. Presentation 3. Product Presentation 6 Save Choose Save. Appointment was updated.

4.3 Add Activity Journal Purpose The sales employee visits the customer. He adds the Activity Journal Template which is used as a visit report.

Procedure

Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment

1 Create Activity Select the appointment Visit Activity Journal screen opens. Journal according to campaign from the previous step. Open the Activity Journals assignment block. If it is not visible, use the personalization to include this block in your screen.

Choose Edit for BP Activity Journal Template. It depends on your defined activity journal which fields and products are available. 2 Add Products Insert the relevant products in the list, or delete products that are not used for the template. 3 Save Choose Back and choose Save. The activity journal has been created.

4.4 Create Follow-Up Task for the Customer Visit Purpose The sales employee creates a task as a reminder to prepare a product presentation.

Procedure Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment 1 Navigate to Navigate back to the appointment Activity screen is displayed. appointment Visit according to campaign via the breadcrumbs navigation (click the small arrow to the right of the

Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment Back button). 2 Create Follow up Create a follow-up task for the Follow-up activity screen opens. saved activity. Choose More  All partners and the description Follow-Up  Task: BP Task. are copied to the new activity. 3 Add General Make the required entries. Description: Create Data Product Enter a time frame of some days. Presentation Check the date. Due Date: Start Date: Importance: Very High 4 Add References Make the required entries. Employee Responsible: for Task This partner function is copied from the preceding document. If another employee is responsible for the task, you may enter his name. 5 Add Notes for Enter a note. Notes: As discussed Task with customer

6 Save Choose Save and Back. Follow-up Activity (BP Task) is saved. You can define more follow-up No error messages appear. tasks that are necessary for the visit. System jumps back to the initial Activity screen.

4.5 Complete Task Purpose Having finished the product presentation, the sales employee attaches the presentation to the task for later reference and completes the task.

4 Complete Task Choose More  Set to Completed. Status in Task is changed to Completed.

5 Save Choose Save. The follow-up task has been completed. Home page is displayed. Completed task is no longer visible in My Open Tasks area.

4.6 Send E-Mail to Customer Purpose The sales employee sends the product presentation to the customer.

Procedure Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment 1 Select Task Select the task Create Product Activity screen (BP Task) opens. Presentation from the step before.

2 Create E-Mail Choose More  Send E-Mail. The E-Mail screen appears. The account and contact information, as well as the related activity reference is defaulted. 3 Add If a dialog box appears, select the Organizational relevant Attributes of Sales Attributes Organization from there. 4 Write E-Mail Adjust the subject of the e-mail as required and enter some text. Choose More  Attachments and select an attachment via the Browse button. Once selected, click Add. 5 Send E-mail Choose Send. An e-mail has been sent to the customer; the activity has been After the e-mail has been sent, the recorded in the SAP CRM system. task overview page is displayed. In the Transaction History assignment block you can see a reference to the e-mail. The e-mail is also assigned to the customer record and visible via assignment block Interaction History.

4.7 Add Visit Details - Modify a Visit Purpose The sales employee documents the information about the visit and creates a follow-up task to clarify some details with product management.

Procedure Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment 1 Navigate to visit Navigate back to the BP Visit with Activity screen is displayed. Prod: Visit according to campaign via the breadcrumbs navigation (click the small arrow to the right of the Back button). 2 Create Follow up Choose: More  Follow-Up  Follow-up screen (BP Interaction Interaction Log: BP Interaction Log) opens. Log. 3 Add General Make the required entries. Description: Visit Data Report The date / time is determined automatically and scheduled with Location: New York (any the current date / time. location) Start Date: Time From/To: Category: Customer Visit Importance: Very High Active Status: Completed 4 Add Reference Make the required entries. Account: Account and Contact are copied Contact: from the previous activity.

Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment Employee Responsible partner Employee Responsible function is determined automatically via the user ID of the logon user. 5 Add Notes Enter a short note to provide all Customer visit was necessary internal information. successful. The customer wants detailed information on the product. 6 Save Choose Save and Back to Activity screen is displayed. navigate back to the BP Visit with Prod.: Visit according to campaign. 7 Create Follow up Create a follow-up task. Choose Follow-up screen (BP Task) More  Follow-Up  Task: BP opens. Task. 8 Add General Make the required entries. Description: Product Data Management Enter a time frame of some days. Information Check the date. Due Date: Start Date: Importance: High 9 Add Notes Enter a short note. Call Product Management

10 Save Choose Save and Back. A task was created to clarify open issues with product management.

4.8 Create Outgoing Call to Customer and Follow-Up Opportunity Purpose

The sales employee calls the customer to provide the required information for decision making.

Procedure Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment 1 Check Tasks Access the activity choosing the Home page appears. following navigation option: Home 2 Access Task In the area My Open Tasks, click Activity screen (BP Task) opens. the task with description Product management information. 3 Complete Task Choose More  Set to Completed Status in Task is changed to Completed. 4 Save Choose Save. The follow-up task has been completed. 5 Navigate to visit To navigate back to the reference Activity screen opens. activity Visit according to campaign, choose the link Visit according to campaign in the Transaction History assignment block. 6 Create Follow up To create a follow-up activity for Follow-up screen (BP Interaction Activity the outgoing call, choose More  Log) opens. Follow-Up  Interaction Log: BP Interaction Log.

Partners are copied to the new activity. If there is more than one contact person created in the preceding document, you have to select the relevant one for the call.

Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment 7 Add General Make the required entries. Description: Call Data Outgoing The date / time is determined automatically and scheduled with Location: Atlanta (any the current date/time. location) Start Date: Time From/To: Category: Telephone Call Direction: Outbound Importance: High Active Status: Completed

8 Save Choose Save and Back. Activity has been saved. 9 Create Follow-up To create a follow-up opportunity, Follow-up screen (BP Opportunity choose More  Follow-Up  Opportunity) opens. Opportunity: BP Opportunity.

The follow-up document type BP Opportunity will only be displayed if the activity Visit according to campaign is error-free and scenario C32 – Opportunity Management is implemented. 10 Select Contact Select a and click Choose. 11 Enter Product Optional (only if you entered a product in the activity journal):

Testing Testing Step Instruction User Entries: Expected Result Pass / Fail / Step # Name Field Name: Value Comment Enter a quantity for the product in the dialog box and click Choose. 12 Enter Date Enter a Closing Date. 13 Save Choose Save. An opportunity has been created for the customer. To process the opportunity, follow the Business Process Documentation for Opportunity Management.

5 Appendix

5.1 Process Chains This 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 bigger chain of integrated processes.

5.1.1 Succeeding Processes After completing the activities in this test script, you can continue testing the following business processes:

Process Business Condition Opportunity Management (C63) Opportunity created as part of process C65 – Activity Management, can be used for further processing in the C63 – Opportunity Management process.