This query provides you with an overview of complaints in service. The query contains a full set of all characteristics and key figures that are available for interactive reporting in SAP Customer Relationship Management (SAP CRM) for the report area Complaints
.
For information about the report areas in SAP CRM, see Report Areas for Interactive Reports.
This query is based on the InfoProvider /CRMBW/CMPT_C01.
Note
For the categorization of complaints, a maximum of five schemas are available that each have ten categories. In the Complaint Query
, only four of these categories are taken into account as standard (see Free Characteristics
). If you want to evaluate other categories within reports that are based on this query, you need to extend the query with the corresponding categories.
To use this query, you must activate the business function SAP BusinessObjects Integration and CRM Interactive Reporting (CRM_ANA_BOB
).
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Characteristic | Report Area | /CRMBW/REPORTA | Complaint (COMPLAINT) |
Characteristic | Application Server | /CRMBW/APPLS | Application server (/CRMBW/V_APPLS) |
Characteristic | Logical System | /CRMBW/LOGSYS | Source system (/CRMBW/V_LOGSY) |
Characteristic | Selection ID | /CRMBW/SELID | Selection ID (/CRMBW/V_SELID) |
Characteristic | User Name | /CRMBW/UNAME | Current User (/CRMBW/V_UNAME) |
Object Type | Name | Technical Name |
---|---|---|
Characteristic | Category 1 | /CRMBW/CATL11 |
Characteristic | Category 2 | /CRMBW/CATL21 |
Characteristic | Category 3 | /CRMBW/CATL31 |
Characteristic | Category 4 | /CRMBW/CATL41 |
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Characteristic | Day (Posting Date) | 0CALDAY | |
Characteristic | Week (Posting Date) | 0CALWEEK | |
Characteristic | Month (Posting Date) | 0CALMONTH | |
Characteristic | Quarter (Posting Date) | 0CALQUARTER | |
Characteristic | Year (Posting Date) | 0CALYEAR | |
Characteristic | Sales Organization | /CRMBW/SLS_ORG | |
Characteristic | Responsible Sales Org. Unit | /CRMBW/SLS_RES | |
Characteristic | Distribution Channel | /CRMBW/DIS_CHA | |
Characteristic | Service Organization | /CRMBW/SRV_ORG | |
Characteristic | Responsible Service Org. Unit | /CRMBW/SRV_RES | |
Characteristic | Complaint | /CRMBW/CMPT_GU | |
Characteristic | Complaint ID | /CRMBW/CMPT_ID | |
Characteristic | Transaction Type | /CRMBW/PROCESS | |
Characteristic | Priority | /CRMBW/PRIORIT | |
Characteristic | Sold-To Party | /CRMBW/SLO_STP | |
Characteristic | Country | /CRMBW/COUNTRY | |
Characteristic | Region | /CRMBW/REGION | |
Characteristic | Customer Group | /CRMBW/CUST_GR | |
Characteristic | Category ID | /CRMBW/CAT_ID | |
Characteristic | Coherent Cat. - Aspect ID | /CRMBW/ASPID | |
Characteristic | Installed Base | /CRMBW/IBASE | |
Characteristic | Installed Base: Component (Instance) | /CRMBW/INSTANC | |
Characteristic | Product | /CRMBW/PROD_GU | |
Characteristic | Product ID | /CRMBW/PRODUCT | |
Characteristic | Reference Product | /CRMBW/GUID_OB | |
Characteristic | Product Name Entered | /CRMBW/PRD_NAM | |
Characteristic | Product Type | /CRMBW/PROD_TP | |
Characteristic | Product Group | /CRMBW/PRD_GRP | |
Characteristic | Product Group 1 | /CRMBW/PRD_GR1 | |
Characteristic | Product Group 2 | /CRMBW/PRD_GR2 | |
Characteristic | Product Group 3 | /CRMBW/PRD_GR3 | |
Characteristic | Product Group 4 | /CRMBW/PRD_GR4 | |
Characteristic | Product Group 5 | /CRMBW/PRD_GR5 | |
Characteristic | Status | /CRMBW/CMP_STC | |
Characteristic | Warranty | /CRMBW/WART_GU | |
Characteristic | Warranty ID | /CRMBW/WART_ID | |
Characteristic | Accounting Indicator | /CRMBW/AC_INDI |
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Key Figure | Credit Memo Net Value Items | /CRMBW/CM_NV_I | — |
Key Figure | Credit Memo Net Value Service Items | /CRMBW/CM_NV_SRV_I | — |
Key Figure | Credit Memo Net Value Sales Items | /CRMBW/CM_NV_SLS_I | — |
Key Figure | Debit Memo Net Value Items | /CRMBW/DM_NV_I | — |
Key Figure | Debit Memo Net Value Service Items | /CRMBW/DM_NV_SRV_I | — |
Key Figure | Debit Memo Net Value Sales Items | /CRMBW/DM_NV_SLS_I | — |
Key Figure | Replacement Net Value Items | /CRMBW/RE_NV_I | — |
Key Figure | Sales Complaint Net Value Items | /CRMBW/SLS_CPLM_I | — |
Key Figure | Service Complaint Net Value Items | /CRMBW/SRV_CPLM_I | — |
Key Figure | Net Value of Return Items | /CRMBW/NV_RI | — |
Key Figure | No. of Return Items | CRMBW_NORETNI | — |
Key Figure | Average Net Value of a Return Item | /CRMBW/AVG_NV_RI | Net value of return items / number of return items |
Key Figure | Net Value of Complaint Items (Service + Sales) | /CRMBW/NV_CMPI | — |
Key Figure | No. of Complaint Items (Service) | CRMBW_NOCIS | — |
Key Figure | No. of Complaint Items (Sales) | CRMBW_NOCISA | — |
Key Figure | No. of Complaint Items (Service + Sales) | CRMBW_NOCISS | Number of complaint items (service) plus number of complaint items (sales) |
Key Figure | Average Net Value of a Complaint Item | /CRMBW/AVG_NV_CMPI | Net value of complaint items (service and sales) / number of complaint items (service and sales) |
Key Figure | No. of Complaints | /CRMBW/NUM_OF | — |
Key Figure | Net Value of Complaint Items (Service + Sales) (Doc. Curr.) | CRMBW_NVOCI | — |
Key Figure | Average Net Value of a Complaint Item (Doc. Curr.) | CRMBW_ANVOACI | Net value of complaint items (service and sales) / number of complaint items (service and sales) |
Key Figure | Gross Value (Document Currency) | /CRMBW/GROSS_V_DC | — |
Key Figure | No. of Service Credit Memo Items | CRMBW_NOSCMI | — |
Key Figure | No. of Sales Credit Memo Items | CRMBW_NOSACMI | — |
Key Figure | No. of Service Debit Memo Items | CRMBW_NOSDMI | — |
Key Figure | No. of Sales Debit Memo Items | CRMBW_NOSADMI | — |
Key Figure | No. of Replacement Items | CRMBW_NOREPI | — |
Key Figure | No. of Return Items | CRMBW_NORETNI | — |
Key Figure | Net Value of Return Items (Document Currency) | CRMBW_NVORI | — |
Key Figure | Average Net Value of a Return Item (Doc. Curr.) | CRMBW_ANVOARI | Net value of return items (document currency) / number of return items |
Key Figure | Service Complaint Net Value Items (Document Currency) | CRMBW_SCNVI | — |
Key Figure | Sales Complaint Net Value Items (Document Currency) | CRMBW_SACNVI | — |
Key Figure | Credit Memo Net Value Items (Document Currency) | CRMBW_CMNVI | — |
Key Figure | Credit Memo Net Value Service Items (Document Currency) | CRMBW_CMNVSI | — |
Key Figure | Credit Memo Net Value Sales Items (Document Currency) | CRMBW_CMNVSAI | — |
Key Figure | Debit Memo Net Value Items (Document Currency) | CRMBW_DMNVI | — |
Key Figure | Debit Memo Net Value Service Items (Document Currency) | CRMBW_DMNVSI | — |
Key Figure | Debit Memo Net Value Sales Items (Document Currency) | CRMBW_DMNVSAI | — |
Key Figure | Replacement Net Value Items (Document Currency) | CRMBW_REPNVI | — |
Key Figure | Gross Value of Complaint Items | /CRMBW/GROSS_V | — |
Key Figure | No. of Complaint Warranties | /CRMBW/N_CMPTW | — |
Key Figure | Complaint Item Ratio Covered by Warranty | CRMBW_CIRCBW | Number of complaint warranties / number of complaint items (service and sales) |