Campaign: Assign suitable employee responsible based on his availability (location/time) to Activity

[former_member211469]

Hi Experts

I want create activities for the BPs of the Campaign/target groups. During this activity creation system need to pick up/assign  the suitable employee responsible based on his availability (location/time).

How to achieve this functionality?

Till now have created a Communication Method in SPRO -> CRM -> Marketing -> Marketing Planning & Campaign Management -> Campaign Execution - Define Communication Method : Activity has been configured. I have created infoset/data source/attribute list as prerequisite to create costume segmentation.

Now while creating activity, system need to pick up/assign  the suitable employee responsible based on his availability (location/time). Please help to achieve this functionality?

Regards

Hamid

[former_member196553 · Accepted solution]

Hello,

usually the employee responsible is taken from the campaign. If you want to dynamically determine the employee based on certain criteria you can use BAdI CRM_MKT_MODIFY_ORDER and implement the emloyee determination. Please refer to the following KBA:

1866309 - Partner Assignment for Business Transactions created from Campaign

Execution

best regards,

Johannes

[former_member211469 · Accepted solution]

Thanks Johannes for the reply.

Ok.

Is it possible to utilize 'Service Resource Planning' (assume that integration of CMR and HCM is in place) while assigning the employee responsible to ACTIVITY got created for the BP in Target Group?

Thanks

Hamid

[former_member196553 · Accepted solution]

Hello,

yes, it should work when calling function module 'WFDS_SEARCH_RESOURCES' from BAdI CRM_MKT_MODIFY_ORDER.

best regards,

Johannes

[former_member211469 · Accepted solution]

Ok Johannes.

During Campaign's ACTIVITY creation,  is Service Resource Planning can be utilized to find the suitable Employee  on ACTIVITY (instead of Service Order)?

In fact Service Resource Planning works only on Service Order. But as per the business process Campaign/Target Group  should generate ACTIVITY for the BPs of Target Group.

How it is possible to use ACTIVITY in the place of Service Order for Service Resource Planning during Campaign/Target Group's  ACTIVITY creation?

Regards

Hamid

[former_member196553 · Accepted solution]

Hello,

the full RPL integration is not available for activities. As mentioned you can call the function WFDS_SEARCH_RESOURCES. You need to provide the correct parameters for finding an employee suitable for the activity. This however is used for performing the search. There is no real assignment created.

The call needs to be done from BAdI CRM_MKT_MODIFY_ORDER, you can then use the employee returned from WFDS_SEARCH_RESOURCES as employee responsible for the activity created from the campaign execution. There is however no full integration available for activities.

regards,

Johannes

[former_member211469 · Accepted solution]

Hi Johannes

So to use FM WFDS_SEARCH_RESOURCES, I presume below mandatory setup need to done as prerequisite.

1. WFM core need to be configured in CRM

2. CRM & HCM need to be integrated.

Please correct me if my assumption is wrong. Can you please confirm.

Will this Badi CRM_MKT_MODIFY_ORDER supports for Transaction Type TASK(BUS2000125) ? If not what is the alternate ?

I have come across other Badi CRM_MKT_MOD_BP_STRUC to Modification of Business Partner and Contact Partner Structure. Is this Badi can be helpful in assigning dynamic employee responsible to TASK?

Thanks

Hamid

Message was edited by: Hamid Abdul

[former_member196553 · Accepted solution]

Hello,

1. WFM needs to be configured and resources need to be available in the system
2. HCM can be integrated optionally, resource planning works as CRM standalone solution as well. the resources and availabilities then need to be created in the CRM system, otherwise the same is transfered from HCM
3. BAdI CRM_MKT_MODIFY_ORDER interface method MODIFY_ACTIVITY_OBJ can be used for activities and tasks
4. BAdI CRM_MKT_MOD_BP_STRUC is for modifying the business partner data from the target group members, since the employee responisble is taken from the campaign's employee responsible but not from the assigned target group, the BAdI cannot be used in that scenario.

regards,

Johannes

[former_member211469 · Accepted solution]

Thank you so much Johannes for the detailed reply.

in the 1st point, you mentioned as 'resources need to be available'. here resources is nothing but Employee Responsible BP right?

Regards

Hamid

[former_member196553 · Accepted solution]

Hello,

yes, a resource is nothing more than an employee with service arrangement.

Best you check the online help for getting the required information:

Service Resource Planning - SAP Library

Service Arrangements for Employees - Service Resource Planning - SAP Library

regards,

Johannes

[former_member211469 · Accepted solution]

Hi Johannes

While Campaign execution, Using BAdI CRM_MKT_MODIFY_ORDER Method MODIFY_ACTIVITY_OBJ, Is it possible to Create Activity as  Follow-up transaction with reference to existing Opportunities available with BP?

[former_member196553 · Accepted solution]

Hi,

you will to add the opportunity reference using CT_DOC_FLOW table.

regards,

Johannes