Wednesday, March 25, 2015

HOWTO: Add attachments to workflow tasks

When working with SAP workflow, you might want to add attachments to workflow tasks or emails. In my specific requirement, I wanted to attach a quotation document generated by SAP CRM to the workflow task to approve this quotation.

Imagine you have sales reps offering sharp deals to your customers. As you don't want the deals to be too sharp, you set a number of parameters in which case you want the quotation to be approved.
When deciding on the approval, the salesmanager should be able to look into the deal at hand.

This article focuses on the step that the salesrep has submitted the quotation for approval. If you want more information on approval rules, output generation etc, feel free to contact me and I might be able to give some hints.

Wednesday, March 18, 2015

SAP Cloud for Customer (REX) - Routes

In this blog I will tell something about the functionality Routes in Cloud for Customer Retail Execution and share my experience with this new functionality. I call this new functionality because the existing functionality Tour became obsolete with the 1502 release. In a previous blog my colleague Marius van Ravenstein highlighted this new functionality in the February 2015 release of SAP Cloud for Customer:

With the 1502 release there’s new functionality for route planning making the Tour functionality in the Visit workcenter obsolete. With the route planning you’re able to create route templates which you can copy and automatically generate visits from, before this was basically a manual activity. This is a very useful addition because many companies who are using retail execution are used to execute the same visit planning, for example, every month so with this functionality they can create a master template  and copy it to create the same visit planning for the next few months.  

Wednesday, March 11, 2015

Authorisations in Cloud for Customer

When implementing business systems, authorizations should be considered an important topic. You don't want to enable everyone to adjust your sales pipeline, change customer data or approve quotations.

In previous blogs my colleagues have already written a few things on dynamic page lay-outs and code-list restrictions, which can all be part of your authorization configuration. I thought it could be helpful to give you a complete overview of the authorization possibilities in SAP Cloud for Customer.

Wednesday, March 4, 2015

The impact of SAP Cloud 4 Customer on your company

SAP Cloud 4 Customer is a great product to mobilise and improve your salesforce while accelerating customer engagement. The implementation of Cloud 4 Customer can be as easy as a walk in a park. 
Like any software-as-a-service, all you need to do is request a system, get access, set up the system based on best practises and you'll be up and running in 4 to 6 weeks.

Wednesday, February 25, 2015

SAP Cloud for Customer: February 2015 release update

SAP Cloud for Customer moves fast, each quarter a new release is made available with new functionality and updates to existing functionality. Two weeks ago all test tenants were upgraded to the newest release (1502) and last weekend all production tenants were upgraded. So excellent timing to take a more detailed look into some of the new features of SAP Cloud for Customer. 

Wednesday, February 18, 2015

Closing the gap between Sales and Marketing

Your Customers are no longer interested in endless sales pitches. They tend to investigate thoroughly online, before placing their order. This calls for a shift in the collaboration between sales and marketing. The two departments will have a greater overlap than ever before.

Wednesday, February 11, 2015

Two very useful XML namespaces in SAPUI5 XML views

If you are familiar with developing SAPUI5 / Fiori applications, you are probably also familiar with XML Views and the namespaces that are involved. Most of the namespaces refer to the different libraries that SAPUI5 has. When you want to want to use components form a specific library, you have to refer to that library using a namespace. In this weeks blog I will describe two other namespaces that can be useful while developing SAPUI5 applications. Both namespaces can be found in the SAPUI5 documentation, but are easily missed as well.

Wednesday, February 4, 2015

How (not) to use optimization rules in actions

Actions in SAP CRM are used to trigger processes based on events.

For example, when a lead is created in the system, you can implement an action on the event 'Lead created' to send an email to the person responsible for the customer the lead was created for.

Once the event is raised, the implemented schedule conditions will be evaluated. The system will check if the subject (in this case the lead) complies to the set of conditions. If this is the case, the action will be planned. If not, obviously nothing happens.

After scheduling the action (depending on the action setting 'process time'), the start conditions will be evaluated. This set of conditions determines if the action is allowed to be executed now, or if the system should wait for a different state (i.e. the object changing to another status, or, more likely, a certain moment in time).

Previous articles on actions can be found here.

Let's take a look at a more complicated requirement. Let's say we would like the following action to take place.

Send an email to the responsible employee 10 days before a lead's end date, but only if the lead has status open and is qualified as 'checked'.

This would require us to do the following:
- Create the [enddate - 10] date in the date profile.
- Create the action to send the email
- Create a schedule condition to determine whether the lead meets the requirements for sending the email at all (for instance qualification = 'checked' and status = 'open').
- Create a start condition to determine whether the action should be sent yet.

Wednesday, January 28, 2015

How to debug the IPC

Pricing might seem simple from an end-user's perspective, but in practice can be quite complex as the price determination may depend on many factors (customer class, location, contracts, VAT, delivery type, payment method, sales organisation, material, etc).

To support all this complexity, SAP CRM uses condition techniques similar to SAP ECC, but leaves the actual calculation to a - for most people - black box... The Internet Pricing and Configurator (IPC). After reading this blog you no longer belong to 'most people'.
We will be showing how to take a peek inside the IPC.

As the IPC is a JAVA based component, you cannot debug the processes inside the IPC with a normal SAP ABAP debugger.

To debug the IPC, a couple of prerequisites are required as described in the pricing userexit manual in note 809820.

Wednesday, January 21, 2015

Getting AET fields to BW

In SAP CRM, with the application enhancement tool (AET) it is really easy to add custom fields.
For example, I added a few fields to the CRM Activity.

Check here and here and here and here for more information on how to use the AET.

Wednesday, January 14, 2015

Are you ready for Customer Engagement?

Nowadays the customer journey is becoming more complex. Customers are getting more control over information and contact channels and therefore the power of customer interaction is shifting from the seller to the buyer.

Over the past few years a lot of focus has been brought on customer experience. In each interaction the customer experience should be optimal and in line with the values and beliefs of the selling organization. Currently we see that the number of possible interactions is increasing. This is also referred to as the customer journey.

An example of a customer journey could be a customer looking at an online advertisement, browsing comparison websites, asking advice from friends, looking at tv commercials, browsing comparison websites again, visiting shops, buying online, complaining via twitter, calling customer service etc. All of which have to satisfy the customer's expectations. Integration of all of these different contact points is an important factor. It can be disturbing if the call center agent in the example is not able to see the previous discussion on twitter for instance. Integration and sharing information is key.

What we see is that the customer journey is different for each customer and can even be different for each product they buy. For organizations it becomes increasingly important to get control over all these different types of customer journeys and still deliver that right customer experience.

Customer Engagement has become a more important topic these days to both sales and marketing organizations. I think that Customer Engagement is the valuable combination of delivering high customer experience through the infinite number of possible customer journeys.

As a consumer we are often already aware of the numerous possible interactions with organizations and we also feel that in some cases organizations really deliver that “feel good” and “ease of buying” momentum, where others are not.

Acorel delivers services to both B2C as B2B organizations. In my opinion Customer Engagement will become more important to B2B organisations the next years as well. B2B organizations often have the benefit that their churn rate is often far lower than B2C organizations. Due to this B2C organizations felt they needed to embrace the customer engagement in a faster pace that B2B organizations. Nevertheless to make the difference in the next years B2B organizations will also need to deliver customer engagement.

We see that our customers are changing already and they need the proper advice and systems to support that. I am delighted that SAP has made great effort in delivering the tools to support this, for example with Customer Engagement Intelligence and Cloud for Customer solutions. 

Is your organization ready for the change?

Wednesday, January 7, 2015

What can a mobile enterprise application do for my company?

A question you might be asking yourself.
My thoughts are... a lot. But what exactly?

I think there are a couple of questions you can ask yourself before we start:

Does my company have light users?

Light users would be users who log in to your enterprise application on occasion.

Does my company use workflow?

Here I would mean workflow as a process. Does the action of one user trigger a needed action from another user? This can in practice be currently facilitated by email.

Do my users look for the same information frequently?

For instance customer lookup, lead and opportunity follow-up...

Are some users only occasionally in the office?

Like salesreps...

Has the world changed?

Is it true that in our every day life we are shifting from the larger (computer) screen to the smaller (smartphone / tablet) screen?
Is it true that our smaller portable device can benefit from location awareness, touch screen etc?
Does a bear...?

So... The time for a mobile strategy is now!

And who better to ask than SAP to assist you?

Basically, SAP is saying 'this is what you need, but let's do it right'.
I must agree. There are a few hurdles to take in your mobile strategy. 

For instance, don't start too big,

Choose the right process to 'mobilize'. 
Choose the right users, 
Choose the right information.

Think about security.
Think about performance.
Think about the on-boarding process.

Decide on online(easy) vs offline(complex).
Decide on native vs HTML5.
Decide on standard vs custom built.

We're here to assist. Take a look at or contact us via the site or the comments below to get more information on our mobile strategy package.

Wednesday, December 31, 2014

Customer Experience Management Part III

The Customer Journey

In two earlier blogs we have discussed one of the trending topics in the CRM field, Customer Experience Management (CEM). As stated, CEM intentionally tries to direct the experiences of a customer or prospect across all touch points with your company. 

As a first attempt to present some hands-on tools to execute CEM within your company, we have discussed the customer touchpoint analysis and the Net Promotor Score (NPS) in the previous CEM blog. A relevant subsequent step is to visualize all the touchpoints and their scores in a customer journey. It is the virtual journey that our customer will make through our company using all related touchpoints when buying our product or service offering. Again the customer journey could be defined on company level, providing a complete overview of all touchpoints per phase, or on a lower and so more detailed level, providing a journey per customer facing process or persona.

Thursday, December 25, 2014

Wednesday, December 24, 2014

SAP Cloud for Customer: Changes Ahead!

This week’s blog is about SAP Cloud for Customer.

After a Go-Live sometimes you already receive requests to make changes in the system. Usually when the business is really working with the solution, they notice that in practice some things are working slightly different. To make a change in an SAP Cloud for Customer solution is somewhat different then I’m used to in an on-premise SAP system.

So how do you make changes in a SAP Cloud for Customer solution? Do I make changes is a test system and transport these to the production system? Is it the same method like an on-premise SAP system (STMS)? How do you make these changes?

Wednesday, December 17, 2014

ionic framework meets SAP Netweaver Gateway

In this weeks blog I will be talking about a cool HTML5 app framework that has been gaining popularity and the community around it is growing rapidly: the Ionic framework.  The Ionic AngularJS and a set of predefined UI components you can quickly build HTML5 hybrid apps. In this blog I will describe an app I created using an existing Ionic starter template with connection to a SAP Netweaver Gateway service.
framework is a framework built on top op apache cordova. Using the great JavaScript framework

Wednesday, December 10, 2014

Can SAP hold his position for another decade? An integrated PaaS will be key!

For me personally this is an important question.
The last years technology and IT is getting more fun for me as a solution consultant. Systems are easier to configure and roll-out. Even with one man from IT, it is possible now :-). 

This is possible because of the new era of computing, where SaaS software is taking over. 

It is no news that SAP's focus is 100% Cloud these days.
Let's put it a bit stronger: All current SAP on-premise installation will be for 95% Cloud based in the near future.

Wednesday, December 3, 2014

SAP Cloud for Customer: Workflow made Easy

This week’s blog has a bit of a confusing title, normally you wouldn’t expect the words SAP, Workflow and Easy in the same sentence. But when you add Cloud for Customer into the mix it suddenly makes sense, in this blog I will explain why. 

Coming from a SAP CRM on premise background every time a customer mentioned something about workflow most CRM consultants went screaming out of the building and the SAP Workflow consultants came in to configure and develop workflow specific functionality... Ok, that’s not entirely true but you need specific experience with workflow to be able to translate customer requirements into a fully functional workflow scenario. 

Wednesday, November 26, 2014

SAP CRM Market Development Funds (MDF)

Market Development Funds (MDF) is a part of the Partner Channel Management scenario in the SAP CRM solution. In this scenario the channel manager (brand owner, for example a consumer electronics company) and the channel partners (resellers or distributors) work together to generate additional customer demand.

There is detailed information on MDF available on However, there is very little documentation available on how the MDF solution looks in the SAP CRM system. This blogs shows the main MDF functionality in the system.

Wednesday, November 19, 2014

A short(cut) blog!

I wondered whether to write this blog or not. The subject and content has been addressed more then once already on the internet. But still I feel the urge to write this down. A problem that I have with some other blogs on shortcuts is that they contain a long list of shortcuts, where I know most of which keep me from reading. Another problem with shortcuts in my opinion is that everyone knows that they are there, but you hardly ever search for one. Speaking for myself, I can’t remember me searching the internet for a shortcut in SAP/ABAP.
So what happens is that every now and then I’m surprised by a colleague with shortcuts in SAP/ABAP which I didn’t know of. With this blog I want to share some of them.

Wednesday, November 12, 2014

SAP Cloud 4 Customer; is it really a business solution?

With the arrival and fast growth of the SAP Cloud 4 Customer solution, a big change is happening and this is not just solution wise. Consultants, who have been working with different versions of the on premise SAP CRM solution need to adapt to a different style of working and thinking.

Wednesday, November 5, 2014

Implement an event handler in a CRM webclient search view

As a CRM webclient developer it is very common to implement search views. A user would be able to specify his search criteria and search for relevant objects.
What if you would want to change the behaviour of the screen for instance based on an action in the screen? You might think of a scenario where you want to influence the appearance of the search view based one of the search fields. 
Let’s assume you have a search view where you can specify a centain item type, which is displayed as a dropdown listbox.

Based on the value given, you would like:
  • Other search parameters to appear or disappear
  • Other dropdown listboxes to change their possible values
  • Inform the user with a certain message
In a normal overview page, you could define the event in the P-getter. Unfortunately, the P-getter method in a search view does not allow you to set an event for the dropdown listbox, so you are not able to do such things. But there is an alternative.

Wednesday, October 29, 2014

Destination None? Seriously?

I have been around for a while, working with SAP and debugging quite considerable amounts of coding.
There was one piece I never really understood, but always took for granted, which is the statement 'Destination None' after a call function. Destination None sound a little like the road to nowhere...

When working with SAP ABAP, you have several options for building up your coding and calling other pieces of coding, such as 'Submit, Call Method, Call Transaction, Call Function, call-ICT, call transformation, perform etc.

Some are old, some are new, some are good, some are not.
Personally, I prefer an object oriented approach, and definitely dislike call transaction and submit. But maybe that's just taste, and sometimes, you just have to use what SAP has delivered.

So in the end, we can use a mix of calls, procedures, methods and functions to eventually get to Rome.

Wednesday, October 22, 2014

May I have your votes, please?

Only 8 days left to get your voice heard!

On October 8th, I shared my top 5 improvements delivered in the last cycle of Customer Connect for SAP CRM. For those who are not familiar with the Customer Connect Program and Customer Engagement Initiative, you can find more info here or check the platform directly here.

Basically, SAP is listening to customers in order to define and implement improvements in the software. A good thing if I may say so.

The improvement cycles always consist of a Define, a Collect, a Select, a Develop and a Use phase.

In the case of the SAP CRM Customer Connect program, this cycle takes about a year.
Right now (the end of October) we are in the collect phase.

Wednesday, October 15, 2014

What if... your salesreps had a proper mobile app?

Over the past decades, the way we consume information and utilise systems has changed.
Not only has the amount of available information increased to a level where we struggle to get it all interpreted properly, it is very likely to be constantly at your fingertips.
These days, we carry our limitless encyclopedia in our pocket, and we have embedded this in our life.
Let's take a closer look at this limitless encyclopedia.

Use of the smartphone

I will use myself as an objective example. I use my smartphone for various functions.
1. Messaging & Collaboration. I send short messages to friends and colleagues.
2. Agenda. I manage my time and appointments. I get reminders
3. News. I read news, I check the weather forecast, I check traffic.
4. Facebook. I post and peek.
5. Games. I relax.

Wednesday, October 8, 2014

Top 5 improvements delivered through Customer Connect CRM 2013-2014

On October 13th last year, I wrote about Customer Connect, SAP's Customer Influence platform.
Now, a year later, I look back at the process, share my top 5 enhancements, and look forward to the 2014-2015 cycle.

Looking back

So let's go 1 year back.

On October 13 2013, I mentioned there are 4 stages in the Customer Connect cycle. At that time, we were in the collect phase. I still had good hope for the selection phase. Hopefully, my contributions would be selected and implemented. Also, I was curious towards the implementation phase... Would SAP development indeed co-develop the enhancements?

As promised, after the collection phase, the development team selected the requests that were valid for the next round where both popularity and feasibility played a role.
Unfortunately for me, one of my personal favorites didn't make it to the development phase.
Default values for search criteria in UI configuration - Delivered
Automatic refresh of the agent inbox - Rejected
Add the status of an activity to the calendar - Delivered

After the selection, I expected someone might contact me to follow-up on the details.
This was not the case though. A few months of silence followed, after which the closing call was done which explained that most developments had finished. We can only hope that the actual outcome is as expected.

Wednesday, October 1, 2014

We have SAP CRM on premise, we want SAP Cloud for Customer!

A statement we hear more often from our customers. And it is a fair statement if you ask me.

A bit of background
SAP CRM has been around for more than 10 years and there is a large number of customers who have implemented and are using this solution successfully. In 2011 SAP introduced Sales OnDemand which was basically the CRM cloud solution from SAP to support the sales processes.
And since that introduction it went fast and I mean really fast! Sales OnDemand became SAP Cloud for Sales, SAP Cloud for Service was introduced not much later and in the latest release SAP Cloud for Marketing was added to the Cloud CRM suite called SAP Cloud for Customer. For the more visual readers, it looks like:

In my opinion this is only the beginning. Every quarter SAP is adding new functionality to SAP Cloud for Customer making it the CRM solution of the future. And no, I do not think that SAP will suddenly pull the plug out of SAP CRM on premise, but I do think that in the end all organizations, who are using SAP CRM now, will be moving to the cloud eventually.

The challenge these organizations are facing is, when do we move to SAP Cloud for Customer and how?!

Wednesday, September 24, 2014

Using a customized IDOC in SAP Cloud for Customer HCI

Last week my colleague Nick van de Hulsbeek wrote a blog about the integration of SAP Cloud for Customer with SAP ECC. This week's blog will continue on Hana Cloud Integration (HCI), focusing on customising the default integration package.

A lot of customers have extra fields in there ECC environment, these fields are not available by default to SAP Cloud for Customer. To make these fields available you have to create an extension to the outgoing IDOC and make them available in HCI to map the fields to Cloud for Customer.

HCI provides a standard packages for integration with SAP ECC. SAP provides a lot of information about customising the C4C side, but doesn’t provide good documentation about customising the ECC side. In this blog I will explain how easy it is to implement this.

Wednesday, September 17, 2014

Keep your original SAP ECC Account_ID for existing ECC Accounts in SAP Cloud for Customer.

The default integration setup between SAP Cloud for Customer and SAP ECC will result in that all existing ECC Customers receive a new (internal) Account_ID in Cloud for Customer. Also the result of following this SAP Best Practise integration guide: C4C PI Integration Guide

Is this really the standard SAP approach? Yes, unfortunately this is the case.

But, with this small enhancement you are able to keep the original ECC Account_ID in SAP Cloud for Customer.

Business Benefit: This will really help your Sales Reps in accepting your new Cloud For Customer system if they were using SAP ECC before. And knowing some accounts by ID :-)

Wednesday, September 10, 2014

Documenting your Custom Code

There is always some discussion on how far you want to go in documenting your custom abap code.
For me it makes no sense to spend much time in actually copying code to MS Word documents. Documentation should explain the overall working of an enhancement. The code itself should contain enough explanation for fellow programmers to understand the process. But it still can be very usefull to have your code easily downloaded and back-upped for multiple reasons.
I found the following program online from a friend of mine and found it very useful, so i did not want to keep it from all our followers.

Wednesday, September 3, 2014

Customer dunning level not up to date...?

Today's blog is about a little piece of information on the customer master, the dunning information.

In standard SAP, whenever a customer is dunned for an open item, the dunning level is not only maintained on the open item, but also on the customer.

A typical scenario would be that when the customer does not pay his bills within say 30 days, the customer receives a dunning letter, raising the open item to level 1. Then after another say 20 days, the customer receives a reminder, raising to level 2 etc.

As said, the indicator for level 1 and level 2 are both maintained on the open item and on the customer.
But... when the customer pays, standard SAP will clear the open item, but the indicator on customer level will not be deleted, nor will it be redetermined.

Wednesday, August 27, 2014

Connecting to SAP Cloud for Customer from a Mobile App build with SAPUI5

Recently, a colleague found this document describing a REST/OData service that is available in Cloud for Customer. Using this service, it's possible to read, create and update data in your Cloud for Customer system from other systems or applications. I started to think about a nice scenario to create a mobile app using SAPUI5I came up with the idea of an app that enables customers to view and create service requests in the Cloud for Customer system by filling in a simple form. In this blog I will describe the basic steps to connect to the cloud for customer system using odata.

Wednesday, August 20, 2014

Automatic determination of your organizational data in the IC webclient

(eg. kill the popup)

This is Kate, a very skilled call center agent.

For our story, let’s assume you are Kate. You are working on three different departments; in the morning, your working in the front office. In the afternoon, you serve the back office while you handle hard cases for the 'Special Cases team' ad hoc.

If you are assigned to multiple positions in the organizational model of SAP CRM, you might run into some very annoying popup’s when creating a transaction. The system needs to know, to which organizational unit you are assigned so it can determine the organizational data, used for billing, reporting and assignment of its transactions.

Wednesday, August 13, 2014

Synchronising industry system customizing in a few clicks

In B2B marketing and sales, it is important to know in which industry your customers operate.

Knowledge of your customer's industry classification can be crucial in customer analysis, market analysis, customer segmentation from a marketing perspective and proper account portfoliomanagent.

There are quite some standardized industry classification systems available, some local, some global, like ISIC, NAICS, NACE, SIC, GICS etc (source: Wikipedia)
Depending on the one you choose of course, you will need to manually maintain the structure at least once in your SAP CRM system.

This can be quite a job if you for instance choose for NAICS (19.745 different classifications).
If you have SAP CRM and SAP ECC, you can double the customization... Sure?

Wednesday, August 6, 2014

Extending Cloud for Customer using the SDK

This week we're doing a follow up of an earlier blog Implementing a change in SAP Cloud for Customer and we want to show another way to enhance the Cloud for Customer system. Besides the options available in the "Key User Tool" (nicely described in Customer onDemand - Part 3) several additional options are offered by the Software Development Kit (SDK) for Cloud for Customer called SAP Cloud Applications Studio. This additional software package is installed on your local (Windows) machine and provides a development environment based on Microsoft Visual Studio.

Wednesday, July 30, 2014

What's that guid doing in my screen customizing transport?

Ever had the situation where you have a transport with screen customizing, but you don't know which screens they are for?

In the CRM UI Framework, you have the possibility to customize screens. A powerful and flexible tool to create screens fully adjusted to the needs of the end-user.

The customization of the screens is done directly from the CRM webclient. As this is customization, the changes should be done in the development system and will be transported through your landscape, eventually to production.

The screens you customize are stored in XML files. At runtime, the system will determine, based on the context, which XML should be used for the screen layout. When you create a new screen layout, a GUID is generated as an identifier for the specific screen you have created.

When you look at your transport, you will only see a node called CRM UIF, Dynamic Layout Configuration / Customer Layer, containing a few guids... So, how do we know which screens they are?

Wednesday, July 23, 2014

How-To setup Multi-level categorization

In one of our earlier blogs (, my colleague Emiel Truijen wrote about how to add additional levels in Multilevel categorization.
In this blog I will explain the specific steps to setup Multilevel categorization for Complaints and how to maintain the categories.

There are 2 important steps in order to create the Multilevel categorization.

Wednesday, July 16, 2014

Service & Repair? Yes, also available in the Cloud.

We know that SAP Cloud for Customer is already supporting retail execution. The business scenario where Sales Reps visiting retail stores is end-to-end supported and also completely mobile enabled. Read more about the retail execution functionality here.
What a lot of people don’t know, is that SAP Cloud for Customer also offers a full process support of the Service & Repair scenario. Yes that process which can take weeks to implement in SAP CRM on-Premise. I will show a clear step-by-step description of the process in SAP Cloud for Customer in this blog.

The business process shown in this blog:
  • Service tickets
  • Register "work" as service item on the service ticket
  • Assign work to an service agent
  • The service agent will pick up the work on his mobile device
  • Plan a route
  • Register work hours on the service item
  • Add repair parts
  • Complete his work
  • Look at the reports

Wednesday, July 9, 2014

Additional levels in Multi-level categorization

The Multi-level categorization in CRM offers a flexible way to classify your business transactions. The categorization can also be used to trigger follow up actions like e.g. response time determination in service request (see blog SLA determination based on categorization), propose knowledge base articles or propose a team for dispatching. Multi-level categorization is available in variety of transactions like e.g.:

• Service orders
• Service order templates
• Confirmations
• Complaints
• In-house repair orders
• Service requests (incidents)
• Problems
• Requests for change
• Knowledge articles
• Interaction records

By default the Multi-level categorization shows 4 categorization fields/levels on the screen. Service requests, Problems and Requests for change even have 2 predefined blocks of 4 fields, one block for Subject and one block for the Reason.

If these 4 levels are not enough you can easily extend the number of categorization fields on the screen. CRM currently supports up to 10 levels. In the following steps I will explain how you can extend the number of categorization levels on the screen.

Wednesday, July 2, 2014

SAP in the cloud: Seeing is believing

Yesterday, SAP Netherlands organized an event together with Acorel which was named “Seeing is believing”. We had numerous SAP customers visiting the SAP office in the Netherlands, where the location was transformed to a setting in which different SAP Partners hosted round tables to discuss the Cloud solutions from SAP.

Wednesday, June 25, 2014

Getting started with SAPUI5

For a while now, SAP supports the webtechnology SAPUI5, SAP's variant on HTML5. When working with SAPUI5, all help is welcome, so let me share some of my personal notes.

This post contains some handy code snippets and resources that I have been saving up for my own reference.

Wednesday, June 18, 2014

How to get up to speed with SAP Cloud for Customer

In our blog you find a lot of information on the SAP Cloud. Detailed information on creating dynamic screen layouts in SAP Cloud for Customer, Implementing a change in SAP Cloud for Customer and a lot more nice stuff. But the other day I got a question on how to start with SAP Cloud for Customer i.e. Cloud for Sales. So let’s say you are an SAP customer, SAP customer internal consultant or SAP system integrator consultant rather blank on Cloud for Customer and you want to set your first steps into the Cloud. Where to start? In this blog you can find a couple of sources where to start and how to get up to speed as soon as possible.

Wednesday, June 11, 2014

Managing error handling in SOA with PPO

Since a couple of years there is almost no SAP CRM implementation that is not dealing with Web Services. It might be a front end that is calling CRM functionality or an external solution that CRM calls for extra information. One of the challenges with in this SOA landscape is error handling and reprocessing of these errors. SAP offers a solution with it’s Post Processing Office, PPO.  In this blog we will focus on the opportunities this tool offers, and the business benefits that this will provide.

Wednesday, June 4, 2014

Implementing SAP Customer Engagement Intelligence (SAP CEI)

This blog will give you an overview of SAP Customer Engagement Intelligence (SAP CEI) and how it can be implemented in an “easy integration” and incremental approach. Although it might be a big step, SAP CEI can be implemented in three simple steps, with low risk and at a low TCO.

Wednesday, May 28, 2014

Creating dynamic screen layouts in SAP Cloud for Customer

This week SAP started the upgrade path of the Cloud for Customer Solution to its latest release (14.05). Again a lot of new and improved functionality is available to businesses to further support their Marketing, Sales and Services processes. If you are interested in an overview of what is new in 14.05 you can watch this short video.

In this blog I want to highlight two new interesting functions. With Page Lay Outs and Code List Restrictions there is more flexibility and ease of use to provide for specific UI screens or field drop down lists tailored for specific user groups. Up to now this was only possible with the use of the Cloud Applications Studio (SDK) in which you created specific UI switches. After creation a key user could then assign a specific UI switch to a business role. As of release 14.05 this can be done without the SDK and is now part of the Key User tools.

Wednesday, May 21, 2014

Helpfull Reports for SAP BEx Queries/Workbooks

This blog may not interest CRM consultants. But... you can help a fellow BW consultant with these simple and effective ABAP Reports. These Reports which will generate lists of all BW queries/workbooks existing in a SAP BW System, including the version in which it is stored.  If you need to migrate your BW Queries and Workbooks this will help you create slack in the planning of our valuable project time.

Wednesday, May 14, 2014

Customer Experience Management Part II

A while ago in this blog, we discussed one of the trending topics in the CRM field, Customer Experience Management (CEM). As stated, CEM intentionally tries to direct the experiences of a customer or prospect across all touch points with your company.

CEM and CRM are strongly related and may well be in the same area of expertise. CRM aims to service the customer in the most efficient way. CEM emphasizes on the view of the customer. How does the customer or prospect experience our service and sales offerings and, in general terms, our company? In other words, the outside-in view.

Touchpoint analysis

That is the theoretical part, but we would like to see if a CEM based strategy can be translated into practical solutions. As a first step, we should analyze the touchpoints with our customers. A customer touch point refers to an interaction with a customer where we categorize this interaction in terms of channel (which communication channel has been used?), stakeholder (which internal of related external stakeholder has communicated with the customer?) and optionally the customer life cycle (what is the maturity phase of the relation with the customer?).

Wednesday, May 7, 2014

SAP CRM Rapid-Deployment Solution V6.703

Over the past few years SAP frequently released new versions of SAP CRM Rapid Deployment Rapid Deployment Solution SAP CRM” from September 28, 2011 we discussed the methodology of RDS. Since then a lot of new RDS solutions and new versions (new features) where released.
Solutions. In the blog “

The latest RDS solution of SAP CRM is V6.703 and has been released on the 28-04-2014. In this blog I will highlight some new features/functionalities that is added by SAP.

Wednesday, April 30, 2014

Be successful with SAP CRM

While technology and functionality are improving, how do we make sure an SAP CRM implementation is successful?
Why is it that still from time to time an (SAP) CRM implementation fails?

As a consultant it is painful to see a good solution not being used or is not properly implemented.

In this blog I will focus on how to do a succesful CRM project.

This is not based on research, but based on many years experience with SAP projects. I have collected some rules which can help a project to become a successful project.

Wednesday, April 23, 2014

Make SMP iOS development easier with Cocoapods

I’ve been working quite some time with SAP Mobile Platform (SMP). As a developer I always hated to handle all the dependencies that comes with importing the iOS libraries into your project. When maintaining multiple projects with SMP Native SDK and multiple versions, this could be very hard to maintain. Each application has to import these libraries and setting the frameworks & library dependencies. 
Then I was thinking: “Why not using a dependency manager for this?”. iOS has a great dependency manager to handle this kind of stuff called Cocoapods ( ). I’ve been working with Cocoapods in some projects now and didn’t find anything about SMP Libraries so I figured it out.