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CRM_CIC_039 - Maintain Attributes and Select BW Key Figures for Business Partners

CRM_CIC_039 - Maintain Attributes and Select BW Key Figures for Business Partners

BAL_S_LOG - Application Log: Log header data   Vendor Master (General Section)  
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In this IMG activity, you can define attributes which are calculated in the Business Information Warehouse (BW) and may be displayed in the Interaction Center (IC) WinClient. There are several customer properties that can be calculated in the BW system and are useful for IC WinClient interactions. Examples include: ABC class, customer score, credit worthiness, loyalty, customer lifetime value, customer revenue or contribution margin. For more information, see the BW documentation.

There are two types of attributes you can define in this activity:

  • Attributes are defined and stored in the CRM system, and are populated by replicating data from a BW system into the CRM system. This approach allows the system to precalculate the data, which gives the system very fast access to these attributes. This option gives you the fastest access to this data.
  • Query Key Figures reference key figures from a BW query which include key figures related to business partners. If you use this type of attribute, the system launches a query in BW to retreive the data. This option gives you the most up-to-date information, but it may take longer for the system to process.

If you use query key figures, the key figure must be part of a BW query which in turn must be enabled for OLE DB for OLAP (BEX Query builder -> query properties).

To define an attribute:

  1. Choose Add Analysis Key Figure.
  2. Enter the attribute's name and its technical attributes.
  3. Log onto your BW system and define an analysis to provide data for this attribute. Schedule this analysis regularly in background processing.

To reference a query key figure:

  1. Choose Add Query Key Figures.
  2. Select the BW system that supports the query you want to use.
  3. Select the query you want to use.
  4. In the InfoObject dialog box that appears, select the attribute(s) you want to use within the alert modeler.
  5. A second InfoObject dialog box appears. Select the business partner InfoObject of the query. This is normally the InfoObject 0BPARTNER (directly or as navigational attribute).

You have defined a query in BW that returns the credit worthiness for business partners. You want to raise an alert to the call center agent if the credit worthiness is below a certain level. Because you want the agent to know the credit worthiness immediately, you define an attribute. Finally, you insert this attribute in the retrieval profile using IMG activity Define Retrieval Profile for Business Partner Attributes.






General Data in Customer Master   Fill RESBD Structure from EBP Component Structure  
This documentation is copyright by SAP AG.

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