CRM complaints
Customer Complaints are initiated and managed in the SalesForce CORE CRM. Complaints can be created in reference to a sales order item or a delivery or a shipment or a purchase order.
At complaint creation, SalesForce needs to get some information about the Sales Order and the Delivery from the SAP backend (PF1 or WP1).
That is the goal of this interface: SalesForce requests SAP information related to the Order Item and the Delivery. And SAP provides an immediate response.
Technically, the RFC Function Module ZWOC_RFC_COMPLAINT_CRM was developed in both SAP backend PF1 and WP1 to retrieve Order Item and Delivery data related to the document in reference to which the complaint is created in the CRM SalesForce. This RFC is called by the CRM SalesForce at complaint creation via Webmethods EAI.
Documentation:
CRM core Samples
Process:
The sample request is first created in the Salesforce CORE system. Each sample request created in Salesforce has its own SALESFORCE ID. Once the sample gets approved in Salesforce, the CSR creates the sample order in SAP (WP1 or PF1) and populates:
- The Ship-to party purchase order type (VBKD-BSARK_E) = "SFDC"
- The Ship-to PO reference ( VBKD-BSTKD_E) with the Salesforce ID.
A job running the program ZWOCCRM01is executed on a daily basis to extract from SAP Samples Sales Orders and Deliveries information related to all Samples Orders created or modified between D-1 to D. These data are pushed from SAP to Salesforce by Webservice through WebMethods EAI.
Job name in PF1 is X1V_020_CRM_SFDC_SAMPLES
Job name in wp1 is OC_SAMPLES_FOR_CRM_WP1
Documentation:
CEP Samples
Customer Engagement Platform is used by Novecare's Distributors to create sample requests in the Salesforce CORE system and to automatically create the sample order in SAP WP1.