Process documentationWorking with Activities Locate this document in the navigation structure

 

This section describes how you use activities within Customer Relationship Management and how they are integrated with other functions, such as the calendar.

Prerequisites

Before you can use Activity Management, you must have completed the following steps:

  • You must have entered your employees in the system as business partners (either employees responsible or owners).

  • You must also have created your customers as business partners in the CRM system.

  • You must have carried out the required settings for activities in Customizing for Customer Relationship Management by choosing   Transactions   Settings for Activities  .

Process

  1. You create a new activity or maintain an existing activity.

    Note Note

    You can search for interaction objects and you can also display them in the interaction history with Activity Management.

    End of the note.

  2. You can create new activities, for example, appointments, interaction logs, tasks and e-mails.

  3. Choose the appropriate category, and enter other details for the activity.

  4. The activities you create automatically appear in the calendar for any employee that you have entered as a partner/attendee in the activity. This means that all involved partners are kept up-to-date with meetings, customer visits and events within your department, where required.

    Note Note

    You can also keep track of who has been in touch with a particular business partner, when, and the status of those activities by viewing the fact sheet.

    End of the note.

  5. You can search for activities and, by choosing appropriate search criteria, manage your workload.

  6. You can access the activities in Mobile Sales so that the relevant employees can view them on their laptops.

  7. You can also upload activities to your groupware calendar, using Client-Based Groupware Synchronization.

Result

Activities can be called up at anytime by anyone in the CRM system by using appropriate search criteria.

If an activity is overdue, it appears in the search list with the appropriate flag in the Due column.

You can also set up an archiving program so that activities are deleted and archived at regular intervals.

Example

See Working with Activities - Example.

More Information

Partners in Activities

Fact Sheet

Activity Processing