Tip Doctor, Insider Learning Network
The following tip is taken from the CRM Expert article “Monitor Sales Force Activities Using a Team/Branch/Organization Calendar and Account Notes” by Priti Anukampa, published in April 2011.
During a recent implementation of SAP CRM, a client wanted to give managers greater visibility into the day-to-day activities of their subordinates, and allow managers to assign new activities and tasks to their teams. One can meet those requirements either by using a team calendar view or creating a workaround. Table 1 captures the available options with their pros and cons. This helps you understand why the client implemented the My Calendar option, as it provided a unified view and ease of use.
Table 1 Options to allow a team calendar view
Figure 1 shows the standard SAP CRM calendar view of a logged-in user. As you can see, it only displays the appointments of the logged-in user. We wanted to leverage the My Calendar view to instead reflect a team calendar for managers. From here on, I refer to the standard view as My Calendar view and the enhance
d version as Team Calendar view.
Figure 1 Standard SAP CRM calendar view
At this point, to understand how the Team Calendar view was achieved, you need to understand how SAP CRM identifies managers. This will help in identifying users for whom the Team Calendar view should be enabled.
There are various ways to identify the managers in the system. For example, you can configure the business role as managers or use an organization model. Then the system identifies the team members of the managers from business partner relationships or from an organization model. Given that an organization model is a single place where both managers and team members can be identified, it keeps the design consistent to use an organization model as a source. This will also determine that updates to the master data can be read from one place. To read an organization model, follow menu path CRM > Master Data > Organization Management > Organization Model > Change Organization Model.
We performed a custom development (technical details explained later) to enhance the My Calendar view to leverage it as Team Calendar view, which gives managers the capability to view his or her daily activities along with those of subordinates. The enhancement required the following steps:
- Read the organization model to obtain the position of the user.
- If the user is the head of the organization unit, the custom logic retrieves the users assigned to the organization unit as subordinates and displays their open activities for the current date in the calendar.
Figure 2 shows an example of an organization model. In the example, M Limi
ted is a sales organization and there are various sales offices under the North Division. Employee 2 is division manager of North Division and can view, navigate, and monitor the activities of subordinate users (e.g., Emp 3, Emp 4, Employee 5, and Employee 1) from the sales offices listed (e.g., B1, B2, and B3).
Figure 2 Standard SAP CRM organization model
Also, when Employee 1 (who is the B3 Branch Manager) logs in, he or she can view, navigate, and monitor the activities for the subordinate users (Emp 3, Emp 4, Employee 5) because they are assigned to the B3 branch.
Figure 3 shows an enhanced view for the B3 Branch Manager. We needed to enhance SAP CRM WebClient UI component CRM_CALENDAR to achieve this, as we’ll explain later in the technical section. The B3 Team Calendar view displays the calendar of the team members to the manager (Employee 1), along with his or her own calendar.
Figure 3 Enhanced Team Calendar view
We capture the technical details of the Team Calendar view option in a later section of this article.
Find out more about team calendar functionality in Priti’s full article on CRM Expert.