As of SAP enhancement package 1 for SAP CRM 7.0 you can use simple checklists for step-by-step task processing. This function is available for the following business transactions:

  • Service request
  • Master service request
  • Request for change
  • Service order

The checklist is included in a Checklist assignment block that contains all related checklist steps. Optionally, a user can display these steps in a graphical process diagram.


The decision-based checklist was introduced with enhancement package 3 for SAP CRM 7.0. This checklist is really a powerful function: While the simple checklist supports your service processes, with the decision-based checklist you are able to determine how you perform these processes.


Is the decision-based checklist the ultimate checklist function? No (not yet), but it is far better than the simple checklist.


Should I always use the decision-based checklist? No, the simple checklist might be more suitable in some cases. The comparison below could help you to decide which type of checklist is the best for each of your service processes.

Features
Simple Checklist
Decision-Based Checklist
Checklist:
Checklist Id 8 Characters
Checklist description 40 Characters
Automatic determination of checklist
Show all checklist steps
Show active steps only N/a
Show flow diagram N/a
Send workflow task to employee responsible
Features Simple Checklist Decision-Based Checklist
Assignment of steps to checklist:
Define step as mandatory or optional N/a, all steps mandatory
Predefined partner function
Automatic determination of person responsible
Assign one next step √ (Next step is assigned to a trigger)
Assign more than one next step (parallel processing) N/a
User can add a step during processing N/a
User can cancel a step during processing N/a (√, if you add a trigger to skip a step)
Assign triggers (decisions) to step N/a
Assign SAP CRM Actions to triggers N/a
Assign links (URLs, logical links) N/a
Features Simple Checklist Decison-Based Checklist
Steps:
Checklist step Id 8 Characters
Checklist step description 40 Characters
Comment text block On detail page only On overview and detail page
Additional note text block On detail page only On overview and detail page
Work instruction On detail page only On overview and detail page
Step SLA (planned start and end date, etc.) √ (All steps have the same planned start and end date)
Assign SAP CRM Actions to steps
Assign options to steps
Features Simple Checklist Decision-Based Checklist
Options:
Option Id 8 Characters
Option description 40 Characters
Features Simple Checklist Decision-Based Checklist
Triggers:
Trigger Id N/a 15 Characters
Trigger Description N/a 40 Characters
Icon for trigger N/a >1200 Icons available

Note: Comparison of checklist types based on SAP CRM 7.0 EhP 3.

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3 Comments

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  1. Petros Solomon

    Hi Kai,

    Did you say that the Options feature doesn’t have any impact on anything in the process? I.e. It’s simply for display/read purposes but technically does nothing in the system?

    (0) 

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