Deliver Actionable Alerts from SAP NetWeaver BW to SAP CRM with Alert Management

  • by Ankur Shah, Consultant, Capgemini
  • June 1, 2010
Together, SAP CRM and SAP NetWeaver Business Warehouse can monitor the quality of service you are giving your customers and alert you about critical problems through Alert Management. Discover how to prevent delays in critical situation processing by reducing the time between discovering and responding to problems.
Key Concept
Alert Management (ALM) enables you to predefine conditions for critical situations. ALM triggers an alert when those conditions are met, and the system identifies and informs the responsible or interested parties immediately. The system distributes these alerts to SAP CRM and SAP ERP Central Component (SAP ECC) and publishes them to SAP NetWeaver Portal. From the SAP NetWeaver Portal, the system links to an SAP NetWeaver BW report or to an SAP CRM or SAP ECC transaction. You can then either execute the transaction to edit the document or execute the report to look at the exception and review the details.

Sometimes, just a few seconds can mean the difference between a lost customer and a returning customer. When a customer comes to your company with a problem, you need to be able to fix it quickly and efficiently, especially within the time frame promised in the customer’s service-level agreement (SLA).

You can configure your system to search SAP NetWeaver Business Warehouse (SAP NetWeaver BW) queries for exceptions and then distribute them to end users. For example, the system can trigger an alert — via exception broadcasting in the Central Alert Framework (CAF) — for any issue that is not resolved within an SLA time frame.

I recently completed a project for a retail company that manufactures greeting cards. The company implemented SAP CRM 6.0 and SAP NetWeaver BW 7.0 as part of a redesign to improve business efficiencies. I use my experiences from this project in the following step-by-step guide for configuring the system and preparing your data.

In this step-by-step guide, I show you how to configure and implement Alert Management (ALM) in SAP NetWeaver BW 7.0 and SAP CRM 6.0, deliver actionable alerts to users, and improve quality of service. Specifically, I describe how to prepare your SAP NetWeaver BW data, map it from SAP NetWeaver BW to SAP CRM, and then use broadcasting by exception distribution settings to process it. While this article is based on SAP NetWeaver BW 7.0 and SAP CRM 6.0, you can use it for earlier versions as well. You may need to consult with your company’s SAP NetWeaver BW team while performing the steps in this article.

Ankur Shah

Ankur Shah is a certified SAP NetWeaver BI 7.0 consultant with Capgemini US LLC and is based out of Cupertino (CA). He has been part of end-to-end implementations for SAP NetWeaver BI 7.0 and SAP BW 3.x at various clients. Before working on SAP NetWeaver BI implementations, Ankur started his career with TCS in India.

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