Customizing of Checklists

In Customizing, you can define different checklists for all transactions types for which a step-by-step processing is reasonable.

You make the necessary settings in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings Checklist Settings End of the navigation path .

Prerequisites

You have activated either the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP) or Multifunctional Shared Service Interaction Center (CRM_SHSVC).

Features

To configure the checklists, you have the following options:

You can define checklist steps, simple and decision-based checklists, and checklist profiles independently. This enables you to reuse these objects for different purposes.
You can create checklist profiles that contain a set of all checklists that you need for a special transaction type.
You can create checklists that contain a list of steps that the responsible employee, the contact person or other predefined role shall process.
You can create checklist steps that you can assign to different checklists. Additionally, when simple checklists are used, the steps are available in the input help of checklist steps in the checklist assignment block.
When defining checklist steps, you have the following options:
- You can define the sequence, in which the steps shall be carried out.
- You can define the objects that the users can maintain for every step. For example, you can define the following objects:
  - Different text types for internal and external documentation and information.
    If required, you can add fields to the checklist assignment block that contains these text types. The texts are displayed as a tooltip, so you can read the texts without opening the checklist step.
    
    By mapping the checklist step texts with the text types of the business transaction header, you can integrate the texts in the notes assignment block. This allows you to monitor the message flow of checklist steps.
  - Options to categorize the step progress, for example for reporting purposes.
You can define rules to determine checklists automatically. For more information, see Automatic Checklist Determination.
You can define rules to determine the start and end date of the checklist steps.
For more information, see Calculation of Checklist Step Duration.
You can integrate checklists with SAP Business Workflow so that checklist step partners are notified when they have steps to carry out.
If workflow is not enabled, step partners can find their assigned steps in the agent inbox or on the search page for their business role.

Additional Customizing of Simple Checklists

In addition to general customizing, you can use certain features and functions for simple checklists.

For editing the checklist in the appropriate assignment block, you have the following options:

Define the sequence of the steps by changing the step number.
Cancel steps that are not in status Completed and which are not set as Mandatory in Customizing.

When defining checklist steps, you can select whether a step should be mandatory or optional.

Additional Customizing of Decision-Based Checklists

In addition to the general customizing, you can use the following features and functions for decision-based checklists:

Define so-called triggers and assign them to a checklist step. A trigger appears as a button on the UI and can change the status of the checklist step to Completed. It can also start actions, for example, sending a status report via e-mail. Actions are defined in the Post Processing Framework.

Add logical links to checklist steps. Logical links are either web links or links to other internal systems. You can use the Transaction Launcher to enable navigation to other systems.