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Introduction: 

This content shall help Duet sales management consultants, sales management implementation team at various customer projects to set up the right data distribution rules (a.ka. replication rules) for the sales activities scenario. This is in continuation of my SDN article titled “Duet Sales Management: Best practices for setting up replication rules for Sales Management (Part I – sales accounts and sales contacts)” where I illustrated the best practices for setting up replication rules for sales accounts and sales contacts. In the second part of the write-up, I shall illustrate the best practices for sales activities using example customer cases (like my previous article).

Customer case 1:

 “Sales representatives/managers in my organization use multiple channels to interact with customers. On-site meetings, telephonic conversation, email conversation are few examples of different customer interaction channels. A sales representative/manager using Duet must be able to document customer visits belonging to the stated interaction channels”.

This is a classical example of the most abundant customer case. In order to achieve the stated business case, customers should follow the steps outlined below:

  1. Identity activity transaction types or activity types (in the SAP CRM system) relevant for different customer interaction channels.
  2. Use “Activity replication rule” to configure these transaction types.
  3. Use “Email replication rule” to configure transaction type relevant for the email interaction channel.
  4. For every transaction type, assign appropriate partner function for account associations (with the activity).
  5. For every transaction type, assign appropriate partner function for contact associations (with the activity).
  6. For every transaction type, assign appropriate partner function for attendee associations (with the activity).

Customer case 2:

“Sales representatives/managers in my organization manage their customer visits in two ways:

  • Planned visits: They plan their customer visits in advance and complete the activity (related to customer visit) after logical completion of the interaction.
  • Ad-hoc visits: Many visits are ad-hoc as well, e.g. a customer calls up an executive for an ad-hoc meeting and in this case the completion cycle is quick.I would like Duet to support these business cases from an end user perspective”.

In order to achieve the stated business case, customers should follow the steps outlined below:

  1. Identify planned and ad-hoc visit types (in terms of activity transaction types).
  2. Use “Activity replication rule” to configure these transaction types.
  3. For every identified transaction type, use the “Date set type” configuration parameter to assign appropriate date set types (actual dates/planned dates) to accommodate the visit type.

Customer case 3:

“As a business administrator, I would like to control the number of activities distributed to every end user’s computer (I do not want to flood their computers with finished or historical activities which may not have high business significance)”.

This is another good example of a customer case where the business administrator wants to control the number of activities replicated between SAP CRM and Duet. Business administrator wants to ensure that end user work on the most relevant set of activities (assigned to them in the SAP CRM system). In order to achieve the stated business case, customers should follow the steps outlined below:

  1. Identify the right duration based on the business needs.
  2. Use “Days Ahead” and “Days Behind” replication parameters to define the duration (please remember that the numbers specified in “Days Ahead” and “Days Behind” parameters are in the context of today i.e. x days before today and y days after today).

Customer case 4:

“I would like my users to maintain notes for every activity managed using Duet. As Duet is a MSFT Outlook based product, I would like the system to use the standard MSFT Outlook calendar description area to maintain a note type (as it is extremely intuitive from an end user’s perspective)”.

Duet must offer intuitive mechanism (from user experience perspective) to maintain data hence this is a very valid request from customer standpoint. In order to achieve the stated business case, customers should follow the steps outlined below:

  1. Identify a note type (for every configured activity transaction type) which can be maintained using the standard MSFT Outlook calendar description user interface field.
  2. Use “Note type” configuration parameter to identify the note type for every transaction type (which can be maintained using the standard MSFT Outlook calendar description user interface field).

This completes my article and i hope this is useful for implementation of activity management scenario.

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