Customizing for Follow-Up Activities

The settings that you must make for follow-up activities in Customizing and that are particular to this logistical process are described below.

Activities

Set the System Configuration Active for Service Parts Management indicator. You can find this indicator in Customizing for SAP Customer Relationship Management (SAP CRM) by choosing Transactions Basic Settings Activate System Configuration for Service Parts Management .
For more information, see Functions for Service Parts Management (SPM).
Define the determination of the desired follow-up activity in Customizing for CRM by choosing Transactions Settings for Complaints Integration Logistics Integration Define Follow-Up Action Code for Follow-Up Action and Define Decision Type for Follow-Up Action.
To determine locations for the decision in the follow-up activities using SAP Advanced Planning and Optimization (SAP APO), use the active implementation RET_INSP_DEFAULT in BAdI: Follow-Up Actions Based on Inspection Results.
For the determination of the follow-up activities of the transaction type for the CRM inspection confirmation, assign an action profile that contains an action definition with the action method INSP_FA_DETERM. In the standard system, you can find this method in action profile INSPECTION_HEADER.
To execute the inspection confirmation item, assign to the appropriate item category an action profile that contains action definitions with the following action methods:
- RETURN_TO_CUSTOMER – Send return back to customer
- SEND_TO_REMAN – Forward inspected parts to remanufacturer
In the standard system, you can find both action methods in action profile INSPECTION_ITEM.

Use the PROCESS_TYPE processing parameter to define the transaction type of the follow-up transaction for these action methods.
Follow-up transactions are created for the follow-up activities Return to Customer and Forward to Remanufacturer. Define the copy controls for transaction types as follows:
- Return to Customer
  
  Copy control from returns authorization to RTTC – Return to customer.
- Forward to Remanufacturer
  
  Copy control from inspection confirmation item to RTTR – Forward to remanufacturer.
You will find the necessary activities in Customizing for CRM by choosing Transactions Basic Settings Copying Control for Business Transactions .
If you want to consolidate the follow-up activities based on the complaint transaction or returns transaction and execute them, you must make the following Customizing settings:
- Assign the item category of the inspection confirmation item an action profile that contains an action definition with the action method CONSOLIDATE_INSPECT. In the standard system, this action method is in action definition CONSOLIDATE_FA in the action profile INSPECTION_ITEM.
  
  For these action methods, enter the following processing parameters:
  - PROCESS_TYPE
    You use this processing parameter to define the transaction type of the follow-up transaction.
  - FA_CODE
    You use this processing parameter to define which follow-up activity code should be copied. This parameter allows you to copy various follow-up activities into various transaction types of the consolidated inspection confirmation.
- Define the copy control so that the inspection confirmation items in reference to the returns authorization are copied into the consolidation confirmation transaction. To do so, set the copy control for the returns authorization item to the transaction type and item category of the consolidated inspection confirmation.
- Do not set the Active indicator. You can find this indicator in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints Integration Logistics Integration Define Follow-Up Action Code for Follow-Up Action .
You have used the Business Add-In BAdI: Data Transfer from SAP CRM to SAP ECC (R/3 Adapter) (CRM_BUS20001_R3A) to define the transfer of data to SAP ERP Central Component (SAP ECC) for the execution of the follow-up activities. You can find this BAdI in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints Integration Logistics Integration Business Add-Ins for Logistics Integration .

For execution of follow-up activities in SAP ECC, you have activated the implementation for the ERP Adapter for CRM Inspection Results (CRM_INSPECT_R3A).