Configuration of Social Case Management 

Purpose

This documentation provides information about the system settings (Customizing and master data maintenance) you need to make to configure the Social Case Management business scenario. Make the settings in your respective customer system/client.

The Customizing objects and products mentioned here are examples that you must replace and/or enhance with customer-specific objects.

Note also that the names of the delivered Customizing objects or sample objects are in the SAP namespace. You may only use the delivered objects as copy templates in your production system, and must create your customer-specific objects in the customer namespace.

This document covers the sequence of the steps you need to perform and the sample tuning between master data entries and Customizing entries. It specifies transactions and IMG activities in which you can make the settings in the system. This documentation also contains detailed descriptions of the various functions. For more information about these functions, see the SAP Library and the IMG documentation in the system.

SAP provides the following sample preconfigured Customizing objects for the Social Services component:

Customizing Object	Use
Web Request Category SOA	Social Application Form
Business Transaction Type SOA	Business Transaction Social Application
Business Transaction Type SSP	Business Transaction Social Service Plan
Case Type SOC	Organization of Social Services Objects in Case Management

Process Flow

Client-Specific Customizing Settings

       1.      Activate BSP Application for Web Request

To be able to enter request data on the Web request form, you must activate the associated Business Server Page (BSP) applications. Activate the relevant BSP applications for the Web requests you use.

To do this, choose transaction SICF, and activate your BSP applications by choosing default_host ® sap ® bc ® bsp ® sap.

(Sample implementation: activate the BSP application CRM_PS_SOA).

       2.      Set Up Activity Reasons

Codes are used for the definition of activity reasons. You store activity reasons in your Web requests and in your service organization. This allows you to control the assignment of the responsible processing agents for Social Services business transactions.

Codes cannot be transported nor shipped as master data. You have to create them. In the SAP Implementation Guide, choose Customer Relationship Management ® Basic Functions ® Catalogs, Codes and Profiles, und check and/or complete your settings in accordance with the SAP sample implementation:

Codes and Activity Reasons of SAP Sample Implementation

Assigned Objects/Settings	Value	Description
Activity Reason	A1-ACTPS001-SOA	Social Application
Catalog ID	A1	Activity Reason
Code Group	ACTPS001	Activity Reason: Web Requests
Code Group Profile	ACTPS001	Reason for Web Requests
Code Group for Profile	ACTPS001	Activity Reason: Web Requests

Subject Profile for Sample Implementation

Subject Profile	ACTPS001	Reason for Web Requests
Code Group Profile for Subject Profile	ACTPS001	Reason for Web Requests
Code Group	ACTPS001	Activity Reason: Web Requests

 

       3.      Define Responsible Processing Agents for Social Applications

In the following steps, you configure the determination of the responsible processing agents for Social Services business transactions. The following access sequence must be supported (as for the delivered access sequence SOC):

Access Sequence SOC of Sample Implementation

1)	The responsible employee is derived from the predecessor transaction.
2)	The responsible employee is derived from the activity reason defined in the Web request category.
3)	The responsible employee is derived from the user stored in the business partner.
4)	The responsible employee is derived from the settings of your service organization.

With social applications, processing agents cannot be derived from the predecessor transactions (an appropriate predecessor transaction only exists for the social service plan). For this reason, the responsible processing agents for social applications are assigned using the methods described in items 2-4 above. Set up the access sequence as follows (in accordance with the sample implementation):

                            a.      Specify the activity reason you created in step 2 in your Web request category in the SAP Implementation Guide by choosing Customer Relationship Management ® Industry-Specific Solutions ® Public Sector ® Social Services ® Social Application ® Web Requests ® Define Request Categories.

(Sample implementation: specify the activity reason A1-ACTPS001-SOA for the Web request category SOA).

                            b.      In the SAP Implementation Guide, choose Customer Relationship Management ® Master Data ® Organizational Management ® Organizational Data Determination ® Change Rules and Profiles ® Change Determination Rules of the Responsibility Type, and use the rule 10000146 as a copy template to create your own rule.

Assign the activity reason you created in step 2 to the rule (sample implementation: activity reason A1-ACTPS001-SOA).

Assign the users of the responsible employees to your rule.

                            c.      In the SAP Implementation Guide, choose Customer Relationship Management ® Master Data ® Organizational Management ® Change Organizational Model, and specify the organizational unit you use as the service organization and assign the activity reason as an attribute.

                            d.      In the SAP Implementation Guide, choose Customer Relationship Management ® Master Data ® Organizational Management ® Organizational Data Determination ® Change Rules and Profiles ® Maintain Organizational Data Profile, and use the profile 000000000022 as a copy template to create your own organizational data profile (for example, ZSOA). Replace the determination rule 10000146 with your own rule.

                            e.      In the SAP Implementation Guide, choose Customer Relationship Management ® Master Data ® Organizational Management ® Organizational Data Determination ® Change Rules and Profiles ® Assign Organizational Data Profile to Transaction Type, and store your Social Services-specific transaction types in your profile.

       4.      Set Up Users of CRM WebClient UI User Role for Social Services

The Social Services applications are provided in the CRM WebClient UI user role CASEWORKER. Define this user role for your processing agents in Organizational Management:

                            a.      In the Implementation Guide (IMG), choose Customer Relationship Management ® Master Data ® Organizational Management ® Organizational Model ® Change Organizational Model.

                            b.      Choose Goto ® Detail Object ® Enhanced Object Description, and assign the entry CASEWORKER to your organizational model using the infotype Business Role.

The PFCG role SAP_CRM_UIU_CASEWORKER is assigned to the user role CASEWORKER for the definition of authorizations.

Master Data Settings

In the following steps, you need to create various master data to accommodate the execution of the described sample implementation or for your customer solutions.

       5.      Create Social Benefits as Products

You need to create the social benefits used for Social Services as products of the product type SERVICE in the system. You configure the attributes of your products in your own product hierarchy with self-defined categories (see Product Hierarchies). Create the product master for social benefit according to the procedure for CRM standalone installations (see SAP Implementation Guide ® Customer Relationship Management ® Master Data ® Product ® CRM Standalone).

                            a.      In the CRM WebClient UI in the user role SERVICEPRO, create the hierarchy SOC for the sample implementation by choosing Accounts & Products ® Create ® Product Hierarchies.

Customizing setting: Define the application PRODUCT and the product type SERVICE for your hierarchy SOC in Customizing by choosing Cross-Application Components ® SAP Product ® Product Category ® Assign Category Hierarchies to Applications.

                            b.      In the CRM WebClient UI in the user role SERVICEPRO, create the categories ROOT, SRV, and SOCIALBENEFITS of the product type Service for your hierarchy SOC by choosing Accounts & Products ® Product Hierarchy.

                                                  i.       Create the root category ROOT (of type Service) in the hierarchy SOC.

                                                ii.       Create the lower-level category SRV (of type Service) in the category ROOT, and assign the standard set type of the basic category to this category.

                                               iii.       Create the category SOCIALBENEFITS (of type Service) and assign the relationship type PRDREQS to it.

                            c.      Switch to the CRM WebClient UI in the user role CASEWORKER and create the service products you require. Choose Accounts & Benefits ® Create ® Products. Create the products and assign the categories SERVICE and SOCIALBENEFITS to them. Create the following products for the sample implementation:

■       Pregnancy leave

■       Maternity leave

■       Parental leave

                            d.      In the SAP Implementation Guide, choose Customer Relationship Management ® Industry-Specific Solutions ®Public Sector ® Social Services ® Social Application ® Web Requests ® Define Request Categories, and assign the social benefits and/or products to your respective request category.
(Sample implementation: assign the three above-named products to the request category SOA).

       6.      Create Business Partner Roles

In the CRM WebClient UI in the user role CASEWORKER, create the business partners you require.

(Sample implementation: you need a responsible employee and a requester).

                            a.      Choose Accounts & Benefits ® Create ® Employee. Create a business partner for each of your processing agents. Complete the data in the User assignment block by choosing Personalize, and define the user name for each of your processing agents.

                            b.      Choose Accounts & Benefits ® Create ® Private Account. Create the business partners of your requesters.

See also:

Function documentation for the Social Services component.