Wednesday, December 26, 2007

Make Sure That User-Defined Statuses Appear in SAP NetWeaver BI for Reporting

Learn about a method you and your BI team can use to report on CRM transaction data with customized user status information in SAP NetWeaver Business Intelligence. With these five steps, which do not require custom coding, you can extract the CRM user-defined status along with CRM transactional data.

Key Concept

CRM user-defined statuses let you know the current processing state of an interaction, such as a service ticket. A group of statuses within SAP CRM makes up a status profile. To extract and transfer the item to SAP NetWeaver BI, you assign a BW status object. You can combine the BW status objects in BW status object groups to arrange them by application component, for example.

When creating reports, such as for an interaction center or a sales team, the status of interactions is an important factor for the report. For example, the status can provide key information about service ticket reopen rates, how many service tickets are closed within two days, and how many sales contracts are in process at the end of the business day.

In the case of a service ticket, you can use the Status field to see what’s happening with the ticket. A service ticket with a Close status indicates that the problem has been solved. Some companies add custom statuses for this field, such as In process, to represent the steps between opening and closing a ticket.

If you use custom statuses, you need to ensure that these texts also appear in your SAP NetWeaver BI system so that you can report on them. Typically your BI team would do this by enhancing the BW extractor using logic coded in a Business Add-In (BAdI) or user exit. This custom coding can be problematic when you upgrade SAP NetWeaver BI or SAP CRM.

However, I can show you a five-step process you can follow that does not involve any coding. Here is an overview of the five steps:

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