79202768-011000358700001202542011

Master Guide (Including Upgrade Information)SAP Customer Relationship Management 7.0 Including SAP Enhancement Package 2Using SAP CRM 7.0, SAP ERP 6.0, and SAP NetWeaver 7.0 including SAP enhancement package 3

Target Audience ■ Consultants

■ Administrators

PUBLICDocument version: 1.00 – 2011-11-08Material number: 50107568

Document History

CAUTION

Before you start the implementation, make sure you have the latest version of

this document. You can find the latest version on SAP Service Marketplace

http://service.sap.com/instguides.

The following table provides an overview on the most important document changes:

Version Date Description

1.00 2011-11-08 First version: 1.0

2/220 PUBLIC 2011-11-08

http://service.sap.com/instguides

Table of Contents

Chapter 1 About This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Chapter 2 SAP Enhancement Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2.1 Enhancement Package Key Concept . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2.2 Key Facts About Enhancement Packages . . . . . . . . . . . . . . . . . . . . . . 19

Chapter 3 Main Implementation Processes and Related

Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

3.1 Planning for Installation, Update, and Upgrade

Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3.2 Implementation of the Installation Process . . . . . . . . . . . . . . . . . . . . 27

3.3 Implementation of the Update Process . . . . . . . . . . . . . . . . . . . . . . . . 32

3.4 Implementation of the Upgrade Process . . . . . . . . . . . . . . . . . . . . . . . 36

Chapter 4 SAP CRM Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

4.1 Introduction to SAP CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

4.2 Installable Software Units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

4.2.1 CRM Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

4.2.2 CRM Mobile Client Component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

4.2.3 CRM Handheld Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

4.2.4 Workforce Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

4.2.5 Standalone Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

4.2.6 Application Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

4.2.7 SAP Solution Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

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4.2.8 Extended Implementation Content in SAP Solution

Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

4.2.9 Content Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

4.3 System Landscapes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

4.4 Overall Implementation Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

4.5 Overall Upgrade Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Chapter 5 Migration from SAP CRM 5.0 to SAP CRM 7.0

EHP2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

5.1 Master Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

5.1.1 Accounts and Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

5.1.2 Products, Product Hierarchies, Objects, Partner/Product

Ranges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

5.1.3 Installed Bases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

5.2 Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

5.2.1 Sales Order Management, CRM Billing . . . . . . . . . . . . . . . . . . . . . . . 92

5.2.2 Opportunities, Listings, Territory Management, Organizational

Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

5.2.3 Account Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

5.2.4 Mobile Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

5.3 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

5.3.1 Complaints and Returns, In-House Repair Orders . . . . . . . . . . . . . 98

5.3.2 Service Orders, Service Contracts, Warranty Claim

Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

5.3.3 Case Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

5.3.4 Mobile Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

5.4 Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

5.4.1 Marketing Plans and Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

5.4.2 Segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

5.4.3 External List Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

5.4.4 Mail Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

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5.4.5 Trade Promotion Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

5.5 Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

5.6 CRM Web Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

5.7 Partner Channel Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

5.8 Cross-Application Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

5.8.1 Fact Sheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

5.8.2 Groupware Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

5.8.3 MS Office Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

5.8.4 Web Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

5.8.5 Portal Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

5.8.6 Workflow Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Chapter 6 SAP CRM Business Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

6.1 Field Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

6.1.1 Field Activity Management with CRM Mobile Sales for

Handheld . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

6.1.2 Field Account and Contact Management with CRM Mobile

Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

6.1.3 Field Account and Contact Management with CRM Mobile

Sales for Handheld . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

6.1.4 Field Campaign Management with CRM Mobile Sales . . . . . . . . 129

6.1.5 Field Complaints Management with CRM Mobile

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

6.1.6 Field Opportunity Management with CRM Mobile

Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

6.1.7 Field Quotation and Order Management with CRM Mobile

Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

6.1.8 Field Quotation and Order Management with CRM Mobile Sales

for Handheld . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

6.1.9 Field Sales Using Mobile Sales Online . . . . . . . . . . . . . . . . . . . . . . . . 135

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6.1.10 Field Service Order Management with CRM Mobile

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

6.1.11 Field Service Stock Management with CRM Mobile

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

6.2 Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

6.2.1 IC Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

6.2.2 IC Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

6.2.3 IC Sales with CRM Sales Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

6.2.4 IC Sales with ERP Sales Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

6.2.5 IC Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

6.2.6 Shared Services Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

6.3 Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

6.3.1 Campaign Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

6.3.2 Loyalty Management in IC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

6.3.3 Loyalty Membership Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

6.3.4 Loyalty Program Design in CRM Marketing . . . . . . . . . . . . . . . . . . 146

6.3.5 Loyalty Partner Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

6.3.6 Marketing Resource Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

6.3.7 Segmentation and List Management . . . . . . . . . . . . . . . . . . . . . . . . . 148

6.3.8 Trade Promotion Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

6.4 Partner Channel Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

6.4.1 Account and Contact Management with Channel

Partners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

6.4.2 Collaborative Campaign Management . . . . . . . . . . . . . . . . . . . . . . . 153

6.4.3 Collaborative Selling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

6.4.4 Lead and Opportunity Management with Channel

Partners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

6.4.5 Market Development Funds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

6.4.6 Partner Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

6.4.7 Quotation and Order Management for Business-on-

Behalf . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

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6.4.8 Service Order Management with Channel Partners . . . . . . . . . . . 159

6.5 Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

6.5.1 Account and Contact Management . . . . . . . . . . . . . . . . . . . . . . . . . 161

6.5.2 Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

6.5.3 Incentive and Commission Management . . . . . . . . . . . . . . . . . . . . 163

6.5.4 Lead and Opportunity Management . . . . . . . . . . . . . . . . . . . . . . . . . 164

6.5.5 Lead-to-Cash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

6.5.6 Quotation and Order Management in CRM (with CRM Billing

and Rebates) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

6.5.7 Quotation and Order Management in CRM (with ERP

Billing) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

6.5.8 Sales Performance Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

6.5.9 Sales Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

6.6 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

6.6.1 Case Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

6.6.2 Complaints and Returns Management . . . . . . . . . . . . . . . . . . . . . . 171

6.6.3 In-House Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

6.6.4 IT Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

6.6.5 Recall Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

6.6.6 Service Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

6.6.7 Service Order Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

6.6.8 Service Order Management with ERP Billing . . . . . . . . . . . . . . . . . 178

6.6.9 Service Order Management with External Resource

Procurement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

6.6.10 Service Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

6.6.11 Usage-Based Service Contract Management . . . . . . . . . . . . . . . . . . 181

6.7 Web Channel Enablement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

6.7.1 Campaign Management in CRM Web Channel . . . . . . . . . . . . . . . 183

6.7.2 Catalog Management in CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

6.7.3 Complaints and Returns Management in CRM Web

Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

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6.7.4 Contract Management in CRM Web Channel . . . . . . . . . . . . . . . . 185

6.7.5 Quotation and Order Management in CRM Web

Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

6.7.6 Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

6.7.7 Solution Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

6.7.8 Web Auctions: Auctioning via Web Shop . . . . . . . . . . . . . . . . . . . . . 189

6.7.9 Web Auctions: Selling via eBay in CRM . . . . . . . . . . . . . . . . . . . . . . 190

Chapter 7 Solution-Wide Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

7.1 Integration of SAP BusinessObjects . . . . . . . . . . . . . . . . . . . . . . . . . . 191

7.2 Service-Oriented Architecture (SOA) . . . . . . . . . . . . . . . . . . . . . . . . 192

7.2.1 Service Enablement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

7.2.2 Installation of the Service-Oriented Architecture

(SOA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

7.2.3 Related Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

7.3 Developing and Modifying Applications: SAP NetWeaver

Development Infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

7.4 Customizing Scout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

7.5 Application Enhancement Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

7.6 Easy Enhancement Workbench . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

7.7 Monitoring the System Landscape . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

7.8 RosettaNet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Chapter A Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

A.1 List of SAP Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

A.2 Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

A.3 List of Industry Solution Master Guides . . . . . . . . . . . . . . . . . . . . . . 209

A.4 Accessing SAP Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

A.5 Tools and Resources for Planning Your System

Landscape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

A.5.1 Business Process Repository (BPR) Viewer . . . . . . . . . . . . . . . . . . . . 212

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A.5.2 Using the BPR Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

A.5.3 Scenario and Process Component List (SCL & PCL) . . . . . . . . . . . 214

A.5.4 Using the SCL/PCL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

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This page is left blank for documents that are printed on

both sides.

1 About This Document

The Master Guide for the SAP Customer Relationship Management (SAP CRM)

solution provides a central starting point for the technical implementation of

SAP CRM and includes installation information as well as upgrade information. You

can find cross-scenario implementation information as well as scenario-specific

information in this guide.

Use this Master Guide to obtain an overview of SAP CRM, its software units, and

scenarios from a technical perspective. The Master Guide helps you design your CRM

system landscape. It refers you to the required detailed documentation, in particular:

■ Installation and upgrade guides for single software units

■ SAP Notes

■ Configuration documentation

■ SAP Library documentation

In addition, you need further information that cannot be covered by the Master Guide

during your planning process. See Related Information [page 208] for references to further

information sources.

The Master Guide consists of the following main sections:

■ Installation and Upgrade of SAP Enhancement Packages [page 15]

This section introduces you to the concept of SAP enhancement packages and

describes how to implement them.

■ SAP CRM Overview [page 41]

This section introduces SAP CRM and its installable software units. It also

provides information about the SAP CRM system landscape as well as

information about the sequence of the implementation steps or upgrade steps.

■ SAP CRM Business Scenarios [page 125]


2011-11-08 PUBLIC 11/220

Within this section, you can find the mapping of business scenarios to software

units. For each scenario, there is a list of the software units required to set up the

scenario.

■ Solution-Wide Topics [page 191]

Here you can find information about tools and procedures available for

enhancing SAP CRM. This section also contains information about the

integration of business objects and service-oriented architecture (SOA).

■ Appendix

This section provides you with references to the related information sources,

such as related Industry Master Guides, SAP Notes, or other information sources

available on SAP Service Marketplace. It also includes a chapter on tools for

planning your system landscape.

CAUTION

Make sure you have the latest version of the Master Guide by checking SAP Service

Marketplace immediately before starting the installation or upgrade. The Master

Guide is regularly updated on SAP Service Marketplace at http://

service.sap.com/crm-inst.

Constraints

■ The business scenarios that are presented here serve as examples of how you can

use SAP software in your company. The business scenarios are only intended as

models and do not necessarily run the way they are described here in your

customer-specific system landscape. Ensure that you check your requirements

and systems to determine whether these scenarios can be used productively at

your site. Furthermore, we recommend that you test these scenarios thoroughly

in your test systems to ensure they are complete and free of errors before going

live.

■ This document does not contain information about industry scenarios. For

information about industry scenarios, see the corresponding Industry Solution

Master Guide. You can find a list of Industry Solution Master Guides in the

Appendix.

Send Us Your Feedback


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If you have feedback about this guide, contact us at [email protected].


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both sides.

2 SAP Enhancement Packages

NOTE

The text in this chapter refers to the installation and upgrade of SAP

enhancement packages for SAP CRM 7.0. SAP CRM 7.0 is the main release that

is underlying the available enhancement packages. Whenever the term SAP

system is mentioned in this section, it refers to SAP CRM 7.0.

2.1 Enhancement Package Key Concept

We have adapted our major release strategy to better fit your adoption cycle. To ensure

that you benefit from new developments and innovations while minimizing the

impact on your core operational systems, SAP uses enhancement packages to speed

up the delivery of new functions.

With SAP enhancement packages, you can install and activate new functions

depending on your business needs without having to perform a system upgrade.

You can selectively implement the new functions and activate the software upon

business demand. As a result, you can isolate the impact of software updates and make

new functions available faster due to shortened test cycles.

Implementation

There are three different scenarios to implement an enhancement package:

■ Installation of an enhancement package on an existing SAP system (update)

■ New installation of an SAP system including an enhancement package

(installation)

■ Upgrade of an SAP system including an enhancement package (upgrade)

To implement new business functions you carry out the following two steps:

■ Technical installation of an enhancement package



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■ Activation of business functions using the switch framework technology

You have a choice on both levels – installation and activation. You do not need to

install a full enhancement package. Instead, you can update the software components

that are related to the functional enhancements you want to use.

NOTE

Keep in mind that you cannot mix the installation of different enhancement

package versions in your ABAP-based SAP system. You can have just one

enhancement package version in the SAP system.

From a business point of view, functional enhancements are grouped into business

functions (BFs). The technical installation of the business functions does not change

the system behavior. The new functions are available in the system, but are not active.

After the installation, no user interface or process change takes place. You must

explicitly activate new functions so that they become visible in the system. As a result,

changes are predictable and there are no side effects as only the activated areas change.

With the switch framework technology (transaction SFW5), it is possible to control

the activation of new SAP objects in ABAP-based SAP systems. The activation process

triggers a background job that automatically performs all changes in the SAP system.

CAUTION

You cannot reverse most business function once they are activated. Due to

technical restrictions, only a limited number of business functions are reversible.

After you have activated a business function, you can see the changes and new

developments in the SAP system, for example:

■ Menu entries

■ New screens

■ New fields on the application user interfaces

■ IMG activities required for the implementation

■ New table entries in Customizing tables and system tables

You can create a transport request with the current settings of the switch framework.

You can check functional changes and the impact of an activated business function

in advance in the business function documentation.



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RECOMMENDATION

Test the installation and activation on a sandbox system.

Maintenance

SAP enhancement packages have Support Packages of their own that are equivalent

to the Support Package versions of the underlying SAP system. We highly recommend

installing the enhancement package in combination with the latest available Support

Package stack. This approach reduces installation, modification adjustment, and

testing effort. Using this strategy, you can install SAP enhancement packages as a

normal maintenance activity together with Support Package stacks.

An enhancement package requires a specific Support Package stack level in the source

release SAP system.

NOTE

If the SAP system is on a lower Support Package stack level, all relevant Support

Package stacks for the EHP installation are automatically included into the

download queue by the Maintenance Optimizer, as well as the latest available

Support Packages for the enhancement package.

Tools

The enhancement package installation requires the following tools:

■ SAP Solution Manager

NOTE

Use of SAP Solution Manager is mandatory.

You require at least one of the following versions of SAP Solution Manager.

● SAP Solution Manager 7.0 EHP1, SPS23 or higher

● SAP Solution Manager 7.1, SPS01 or higher

SAP Solution Manager 7.0 EHP1, SPS23 supports all update and maintenance

processes (for example, transaction SMSY or Maintenance Optimizer) There

is no need to upgrade to SAP Solution Manager 7.1.

For more information, see SAP Service Marketplace at http://

service.sap.com/solutionmanager .



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Make sure that you have correctly defined and maintained your system

landscape in SAP Solution Manager (transaction SMSY). To verify and correct

your system landscape SAP highly recommends that you use Landscape

Verification 1.0 for SAP Solution Manager 7.0, which is an add-on to your

SAP Solution Manager 7.0 system. This add-on allows you to identify and

correct issues in your SAP Solution Manager landscape (transaction SMSY)

before they cause problems, for example during a system update. Examples

for errors are a missing connection to the System Landscape Directory or

the wrong assignment of products to technical systems. For each type of

error, a generic description for the solution is provided.

For more information about the landscape verification add-on, see SDN at

http://www.sdn.sap.com/irj/sdn Application Lifecycle Management

Technical Enablement Update and Upgrade Related Areas on Upgrade and Update

Management Landscape Verification (http://www.sdn.sap.com/irj/sdn/

alm?rid=/webcontent/uuid/70fc3790-7ec9-2d10-57ad-95b2d0d1185d).

RECOMMENDATION

Before installing the enhancement package, we recommend that you install

the landsape verification add-on to check your landscape setup and your

data ( transaction SMSY) and to correct data should ii be necessary.

■ Installation or upgrade tools (depending on your scenario)

The SAP Solution Manager Maintenance Optimizer (transaction DSWP) supports the

download of a consistent queue that includes all necessary Support Packages and

enhancement packages. In addition, SAP Solution Manager calculates a valid import

queue for the selected SAP system and generates the enhancement package stack

configuration file that you require for the installation.

For the new installation of an SAP system including enhancement package you use

the standard installation tool (SAPinst).

To install an enhancement package on an existing SAP system, as well as for the

upgrade of an SAP system to a higher release including an enhancement package,

you use the Software Update Manager (SUM).



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2.2 Key Facts About Enhancement Packages

The following list summarizes important facts about the enhancement package

concept and recommended approaches:

■ Install only selected parts of the enhancement package. The selection is driven

by the functional need from a business point of view.

■ You cannot mix the installation of different enhancement package versions in

your ABAP-based SAP system. You can have just one enhancement package

version in the SAP system. This means, if you have already updated technical

usages to a previous EHP you need to apply the current EHP to those components

as well.

■ SAP enhancement packages are cumulative, meaning that each new

enhancement package includes new innovations of its own as well as all

innovations delivered with prior packages.

■ We recommend installing the latest available enhancement package version.

■ Install enhancement packages and Support Packages in one single step (this

includes the preconditioned Support Packages).

■ SAP enhancement packages have Support Packages of their own that are

equivalent to the Support Package versions of the underlying SAP system.

■ SAP enhancement packages have the same maintenance period as the underlying

core application.

■ The installation of an enhancement package is irreversible.

■ As long as you do not activate a business function, the installation of an

enhancement package has no impact on existing business processes or user

interfaces.

You can only activate business functions in ABAP-based systems, not in Java-

based SAP systems.

■ The activation of most business functions and extension sets is irreversible. Only

a small number of business functions is reversible.

Test the installation process and activation of new functions in advance on a

sandbox system. Ensure that you evaluate the runtime and the SAP system



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behavior, its dependencies and impacts. Make sure that your SAP system is free

of errors before going live.



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3 Main Implementation Processes and Related Documentation

The following processes are the most important implementation processes for

installing, updating, and upgrading SAP NetWeaver server-based SAP applications:

■ New installation of an SAP system including an enhancement package

(installation)

■ Installation of an enhancement package on an existing SAP system (update)

■ Upgrade to an SAP system including an enhancement package (upgrade)

Each of the implementation processes consists of a planning phase and an

implementation phase. Each phase is divided into steps that describe the processes in

detail. Each step contains references to the corresponding documentation to ensure

that you can easily find the information you need.

The process sequences give a comprehensive overview of all possible steps. You only

need to select the steps that are relevant for your requirements.

NOTE

If you have already decided which business scenarios and business functions to

implement, you can ignore the corresponding step in the planning phase of the

installation, update, or upgrade process sequences.

NOTE

Detailed implementations sequences for business scenarios are also found in this

Master Guide, see section SAP CRM Business Scenarios [page 125]. These

implementation sequences describe the components required for a specific

scenario and the sequence in which they need to be installed, they do not describe

the installation process itself, as is done in this and the following sections.


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The following figure shows the Application Lifecycle Management phases, the

associated user profiles, and how they map to the slightly simplified planning and

implementation phases described in the sections linked below.

Figure 1: Application Lifecycle Management

For more information about Application Lifecycle Management, see http://

service.sap.com/alm.

The processes are described in the following sections:

■ Planning for Installation, Update, and Upgrade Processes [page 22]

■ Implementation of the Installation Process [page 27]

■ Implementation of the Update Process [page 32]

■ Implementation of the Upgrade Process [page 36]

3.1 Planning for Installation, Update, and Upgrade Processes

The planning phase is the general starting point for any kind of enhancement package

implementation project. The detailed definition of your scope and requirements is

the key success factor for a smooth project. You discover new developments and



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http://service.sap.com/alm

functions to find out which solution best suits your needs and you cover the business

aspects as well as the technical aspects of your implementation.

The following table lists the topics you need to consider in the planning phase with

references to relevant documentation. You have to look into those steps that are

relevant for your requirements.

NOTE

How to read the table in this section:

■ The first column contains the name of the process step.

■ The middle column contains a short description of the step and some

documentation references that are always followed by a number in square

brackets, for example, [1]. This number corresponds with the same number

in a list in the third column, for example, 1.

■ The third column contains the full title of the documents referred to in the

middle column, as well as where to find them. The documents are numbered

in the same way as in the middle column.

Steps Step Description Documentation

Scope and Requirements

Define your business scope, such as business scenarios and business functions you want to use.You can find information about scope topics at the Enhancement Package Info Center [1].The SAP Solution Browser Tool gives you a summary of key functional changes between two releases or SAP enhancement packages [2].You can find detailed information about business functions on the SAP Help Portal [3].

1. http://service.sap.com/crm-ehp

2. http://solutionbrowser.erp.

sap.fmpmedia.com

3. http://help.sap.com/crm

<Choose a release> Application Help English SAP Customer Relationship Management Business Functions for SAP Customer Relationship Management



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http://service.sap.com/crm-ehp

http://solutionbrowser.erp.sap.fmpmedia.com

http://solutionbrowser.erp.sap.fmpmedia.com

http://help.sap.com/crm

Steps Step Description Documentation

Dependencies to Other Systems in the Landscape

NOTE

Only relevant for upgrades!

The upgrade of one SAP system might have an impact on other systems in your system landscape. Check whether such dependencies exist using the Upgrade Dependency Analyzer.

http://service.sap.com/uda

Landscape Planning

If you want to change or modify your existing system landscape, make yourself familiar with the available system landscape options.For detailed information about business landscape options, use the Planning Guide - SAP Business Suite Landscape Implementation.

http://service.sap.com /

instguides Installation & Upgrade GuidesSAP Business Suite Applications SAP

CRM SAP enhancement package 2 for SAP CRM 7.0For more information, see SAP Note 1388258.

Business Functions Identify the business functions that you wish to activate based on your business needs.

CAUTION

It is not possible to uninstall an enhancement package. Furthermore, you cannot revoke the activation of most business functions and it is only possible to transport complete business function switch settings across your system landscape. For these reasons, we recommend testing the

http://help.sap.com/crm <Choose a release> Application Help English Business Functions for SAP Customer Relationship Management



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http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=1388258&_NLANG=en&_NVERS=0


Steps Step Description Documentationbusiness functions thoroughly in a dedicated evaluation system (not the development system), until you are sure that you definitely want to use them. It makes sense to use a copy of your production system as evaluation system.

Hardware & Software Prerequisites

Check the availability of the required SPs or SP stack of the application as well as for the corresponding SAP NetWeaver release are available. The upgrade stops if the equivalent support package of the target release is missing. It is not a prerequisite and not recommended to implement the latest SP stack in your source system before doing an upgrade or EHP implementation.The support package equivalence levels are described in SAP Notes [1].The SP stack implementation is also described in the Software Update Manager guide [2]For more information about SP stack strategy and the release schedule, see the SAP Service Marketplace [3].

1. SP Stack notes: ■ SAP Note 837413 (SAP CRM) ■ SAP Note 789220 (SAP

NetWeaver)2. http://service.sap.com /

instguides Installation & Upgrade Guides SAP Business Suite Applications

SAP CRM SAP enhancement package 2 for SAP CRM 7.0 Update Guide - Update of SAP Systems Using Software Update Manager <latest version>

3. http://service.sap.com /sp-

stacks

Check which platforms are supported for your target release (OS/DB dependencies)

http://service.sap.com/pam



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http://service.sap.com/sp-stacks



Steps Step Description Documentationwith the Product Availability Matrix.

Check which hardware sizing is required for your target release.

http://service.sap.com/sizing

Solution Manager Prerequisites

Make sure that your SAP Solution Manager system has at least the support package (SP) level and content: ■ SAP Solution Manager

7.01 SP Stack 23 ■ SAP Solution Manager

7.1 SP Stack 01 ■ Content: ST-ICO

150_700 SP 31

NOTE

The use of the Solution Manager Content is recommended, not mandatory.

Check if you need to do an update or upgrade of your SAP Solution Manager application or content and select your required upgrade or update: ■ Upgrade from source

releases SAP Solution Manager 3.1 and 3.2. [1]

■ Update from source releases SAP Solution Manager 7.0. [2]

After an upgrade or update to SAP Solution Manager 7.0 EHP1, you need to do follow-up actions described in the section Software Change

All SAP Solution Manager guides are available at: http://service.sap.com

/instguides Installation & Upgrade GuidesSAP Components SAP Solution ManagerRelease 7.0 EHP1

1. Upgrade Guide – SAP Solution Manager 7.0 incl. Enhancement Package 1

2. Update Guide SAP Enhancement Package 1 for SAP Solution Manger 7.0

3. Solution Operations Guide – SAP Solution Manager 7.0 EHP1.



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Steps Step Description DocumentationManagement of the Solution Operations Guide. [3]

Add-on Compatibility

If you want to use add-ons, check their compatibility with your target release.

SAP Note 1600494

Testing You perform regression and acceptance tests.After the installation of an SAP enhancement package, you find additional information with the help of the Impact Analyzer tool [2] and you can access test cases for individual business functions [3].

NOTE

Switch BC Sets are also delivered with business functions. They are automatically unpacked when you activate the business function.

1. To use the Impact Analyzer call transaction SFW5 and right-click a business function.

2. To access test cases, call transaction SFW 5 and view the test cases in column SAP Test Catalog.

3.2 Implementation of the Installation Process

The following table lists the steps for a new installation of an SAP system including

an enhancement package. The table lists all possible steps with references to the

documentation relevant for each step. You have to look into those steps that are


NOTE







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Sequence of Steps Step Descriptions Documentation

1System Preparation

Prepare your host systems, for example: ■ Install and update your

operating system. ■ Create the file systems. ■ Check database requirements.You can find this information in the Planning and Preparation section of the relevant installation tool guides [1] and the Installation section of the SAP CRM Master Guide [2].

All guides are found at:http://service.sap.com /


SAP CRM SAP enhancement package 2 for SAP CRM 7.01. Installation tool guides:

■ Installation Guide - SAP Systems Based on the Application Server ABAP of SAP NetWeaver 7.0 including EHP3 on <OS>: <DB>

■ Installation Guide - SAP Systems Based on the Application Server Java of SAP NetWeaver 7.3 on <OS>: <DB>

2. Installation Guide - SAP Customer Relationship Management 7.0 Including Enhancement Package 2 Java and ABAP

2Installation Media

Make the required installation media (physical or downloaded media) available.A list of the installation media is found in the relevant SAP NW installation guide (section Preparation) [1] and details are provided in the application-specific media list [2].

Both the installation guide and the application media list are found at:http://service.sap.com /



■ Installation Guide - SAP Systems Based on the Application Server ABAP of



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SAP NetWeaver 7.0 including EHP3 on <OS>: <DB>


2. Media List SAP enhancement package 2 for SAP CRM 7.0

3Installation

If required, install the database with the DB-specific installer.Run SAPinst to install your system. This is described in the relevant installation tool guides [1]. Check also the SAP application-specific installation information in the Installation section of the SAP CRM Master Guide [2].







4Post-Installation Steps

Check the relevant installation tool guides [1] and the SAP application-specific installation information in the Installation section of the SAP CRM Master Guide [2].







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5Content Installation

If required, you install BW Content as an add-on as described in the relevant SAP Note.

SAP Note 1000822

6Solution Manager Set-Up

To set up your SAP Solution Manager application, perform the following steps:1. Maintain system data in the

SAP System Landscape Directory (SLD).

2. Transfer system data from SLD to the SAP Solution Manager.

3. Check the landscape data with the Landscape Verification tool.

4. Create a maintenance transaction in SAP Solution Manager to calculate support packages and packages for technical usages.

These steps are described in the Maintenance Planning Guide [1].For more information, see the SAP Developer Network: ■ SLD information [2] ■ Landscape Verification tool [3]

1. Maintenance Planning Guide at http://service.sap.com/

mopz under the section How-To's and Guides

2. http://www.sdn.sap.com /

irj/sdn/nw-sld

3. http://www.sdn.sap.com/

irj/sdn/alm?rid=/

webcontent/ uuid/

70fc3790-7ec9-2d10

-57ad-95b2d0d1185d

7Support Package Installation

The support package (SP) equivalence levels are described in SAP Notes [1].Create a maintenance transaction in SAP Solution Manager to

1. SP Stack notes: ■ SAP Note837413 (SAP

CRM) ■ SAP Note789220 (SAP

NetWeaver)



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http://service.sap.com/mopz


http://www.sdn.sap.com/irj/sdn/nw-sld










calculate support packages and packages for technical usages. Install them as needed.For more information about SP stack strategy, see the SAP Service Marketplace [3].

NOTE

If you have modified SAP code in your system, do not separate the installation of the SP stack and the installation of the SAP enhancement package into two steps. This would mean having to perform the modification adjustment twice (and partially for the same objects).

2. http://service.sap.com /sp-

stacks

8Configuration

Configure new functions, for example new business functions, with the Solution Manager content [1].

NOTE


How to use the Solution Manager Content is described in the SAP Library documentation for SAP Solution Manager [2].

1. See the step Solution Manager Prerequisites in the planning [page 22] section for the correct SAP Solution Manager content release.

2. http://help.sap.com/

solutionmanager SAP Solution Manager Release Implementing and Upgrading SAP Solutions

9Testing

Perform regression and acceptance tests.

For more information, see the table entry Testing in the section on Planning for Installation, Update, and Upgrade Processes [page 22] in this guide.



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http://help.sap.com/solutionmanager


3.3 Implementation of the Update Process

The following table lists the steps for an installation of an enhancement package on

an existing SAP system (update). The table lists all possible steps with references to

the documentation relevant for each step. You have to look into those steps that are


NOTE











1Solution Manager Preparation

To set up your SAP Solution Manager application, perform the following steps:1. Maintain system data in

the SAP System Landscape Directory (SLD).



4. Create a maintenance transaction in SAP Solution Manager to calculate support

1. Maintenance Planning Guide at http://service.sap.com/mopz under the section How-To's and Guides

2. http://www.sdn.sap.com/irj /sdn/

nw-sld

3. http://www.sdn.sap.com/ irj/sdn/

alm?rid=/webcontent/ uuid/

70fc3790-7ec9-2d10

-57ad-95b2d0d1185d



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packages and packages for technical usages.

These steps are described in the Maintenance Planning Guide [1].For more information, see the SAP Developer Network: ■ SLD information [2] ■ Landscape Verification

tool [3]

2System Preparation

Prepare your system as described in the documentation, for example perform OS / DB-specific preparations.This is described in the relevant Software Update Manager (SUM) guide [1]. Check also the SAP application-specific update guide [2].

Both guides are found at:http://service.sap.com /instguides

Installation & Upgrade Guides SAP Business Suite Applications SAP CRM SAP enhancement package 2 for SAP CRM 7.01. Update Guide - Update of SAP Systems

Using Software Update Manager <latest version>

NOTE

You always need to use the latest version of the SUM tool and guide. Only the latest guide version is available at the SAP Service Marketplace.

2. Upgrade & Update Guide - SAP Customer Relationship Management 7.0 Enhancement Package 2 <ABAP or Java>

3Software Calculation & Download

Create the maintenance transaction in SAP Solution Manager Maintenance Optimizer to calculate the required software packages.You can also select additional software packages (for example add-ons or additional usage types or software units).Download the software packages using the Download Manager.

Maintenance Planning Guide at http://service.sap.com/mopz under the section How-To's and Guides



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4Enhancement Package Installation

Run Software Update Manager to update your system with the software packages calculated in step 3.This is described in the relevant Software Update Manager (SUM) guide [1]. Check also the SAP application-specific update guide [2].




NOTE



5Follow-Up Steps

Perform technical and application-specific follow-up activities (for example, activating business functions) after the enhancement package installation is done.This is described in the relevant Software Update Manager (SUM) guide [1]. Check also the SAP application-specific update guide [2].




NOTE



6Content Update

Check if you need to update content related to: ■ SAP NetWeaver Portal [1]

1. http://help.sap.com/netweaver

SAP NetWeaver Release Functional View SAP NetWeaver by Key Capability

Solution Life Cycle Management by Key Capability Software Life Cycle



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http://help.sap.com/netweaver


You use the Java Support Package Manager to update portal content.

■ SAP Business Warehouse [2]

■ SAP NetWeaver Process Integration [3]

For more information, see SAP Note 1388258

Management Software MaintenanceJava Support Package Manager

2. SAP Note 10008223. SAP Note 836200 and http://

help.sap.com/netweaver SAP NetWeaver Release Functional View

SAP NetWeaver by Key CapabilityProcess Integration by Key CapabilitySAP NetWeaver Exchange InfrastructureImplementation ConsiderationsConfiguration of Usage Type Process

Integration (PI) Wizard-Based Basic Configuration Importing Process Integration Content

7Configuration

Configure newly installed enhancement package functions, for example new business functions with the Solution Manager content [1].

NOTE



1. See the step Solution Manager Prerequisites in the planning section in Planning for Installation, Update, and Upgrade Processes [page 22] for the correct SAP Solution Manager content release.



8Configuration


For more information, see the table entry Testingin the section on Planning for Installation, Update, and Upgrade Processes [page 22] in this guide.



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3.4 Implementation of the Upgrade Process

The following table lists the steps for a new installation of an SAP system including

an enhancement package. The table lists all possible steps with references to the

documentation relevant for each step. You have to look into those steps that are


NOTE











1Solution Manager Preparation

To set up your SAP Solution Manager application, perform the following steps:1. Maintain system data in the

SAP System Landscape Directory (SLD).



4. Create a maintenance transaction in SAP Solution Manager to calculate support packages and packages for technical usages.

These steps are described in the Maintenance Planning Guide [1].

1. Maintenance Planning Guide at http://service.sap.com/

mopz under the section How-To's and Guides

2. http://www.sdn.sap.com /

irj/sdn/nw-sld

3. http://www.sdn.sap.com/

irj/sdn/alm?rid=/

webcontent/ uuid/

70fc3790-7ec9-2d10

-57ad-95b2d0d1185d



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For more information, see the SAP Developer Network: ■ SLD information [2] ■ Landscape Verification tool [3]

2System Preparation

Prepare your system as described in the documentation, for example perform OS/ DB-specific preparations.This is described in the relevant Software Update Manager guide [1]. Check also the SAP application-specific upgrade guide [2].

Both guides are found at:http://service.sap.com /


SAP CRM SAP enhancement package 2 for SAP CRM 7.01. Update Guide - Update of SAP

Systems Using Software Update Manager <latest version>

NOTE



3Software Calculation & Download

Create the maintenance transaction in SAP Solution Manager Maintenance Optimizer to calculate the required software packages.You can also select additional software packages (for example add-ons or additional usage types or software units).Download the software packages using the Download Manager.

Maintenance Planning Guide at http://service.sap.com/mopz under the section How-To's and Guides

4SAP System Upgrade

Run Software Update Manager to upgrade your system to the target release including the selected software packages.





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This is described in the relevant Software Update Manager guide [1]. Check also the SAP application-specific upgrade guide [2].

SAP CRM SAP enhancement package 2 for SAP CRM 7.01. Update Guide - Update of SAP


NOTE



5Post-Upgrade Steps

Perform technical and application-specific follow-up activities after the upgrade is finished.This is described in the relevant Software Update Manager guide [1]. Check also the SAP application-specific upgrade guide [2].



SAP CRM SAP enhancement package 2 for SAP CRM 7.01. Update guide- Update of SAP


NOTE



6Content Upgrade

Check if you need to update content related to: ■ SAP NetWeaver Portal [1]


netweaver SAP NetWeaver Release Functional View SAP



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You use the Java Support Package Manager to update portal content.

■ SAP Business Warehouse [2] ■ SAP NetWeaver Process

Integration [3]For more information, see SAP Note 1388258

NetWeaver by Key CapabilitySolution Life Cycle Management by

Key Capability Software Life Cycle Management Software Maintenance Java Support Package Manager

2. SAP Note 10008223. SAP Note 836200 and http://

help.sap.com/netweaver

SAP NetWeaver ReleaseFunctional View SAP

NetWeaver by Key CapabilityProcess Integration by Key

Capability SAP NetWeaver Exchange Infrastructure

Implementation ConsiderationsConfiguration of Usage Type

Process Integration (PI) Wizard-Based Basic Configuration

Importing Process Integration Content

7Configuration

Configure upgraded or new functions, for example new business functions, with the Solution Manager content [1].

NOTE



1. See the step Solution Manager Prerequisites in the planning section in Planning for Installation, Update, and Upgrade Processes [page 22]under for the correct SAP Solution Manager content release.



8Testing


For more information, see the table entry Testing in the section onPlanning for Installation, Update, and



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Upgrade Processes [page 22] in this guide.



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4 SAP CRM Overview

4.1 Introduction to SAP CRM

SAP Customer Relationship Management (SAP CRM) is a complete multichannel

suite supporting all customer-facing lines of business across marketing, sales, and

service, as well as customer interaction channels such as the interaction center, the

Internet, and mobile clients.

It provides you with:

■ Cross-industry and industry-specific end-to-end business processes

■ Flexible and process-based deployment options

■ An open, adaptable technology platform, powered by SAP NetWeaver

At the center of SAP CRM is the CRM server, which consists of CRM Enterprise

functions, CRM Middleware, and various adapters. SAP CRM enables

communication channels between the CRM system and mobile clients, handhelds,

the Internet, and telephones or e-mail. SAP ERP systems can be used as back-end

systems, whereas SAP NetWeaver Business Warehouse (BW) and SAP Supply Chain

Management (SCM) enhance the spectrum of functions.

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Figure 2: Overview of SAP CRM

4.2 Installable Software Units

EHP2 for SAP CRM 7.0 is based on EHP3 for SAP NetWeaver 7.0.

EHP2 for SAP CRM 7.0 consists of a variety of installable software units that provide

a large range of functions. The software units are divided into the following groups

in this document:

Software Unit Group Description

CRM Core [page 43] Software units that are essential for your CRM system landscape: ■ CRM Application Server ABAP ■ CRM Application Server Java ■ WebClient UIFor more information, see Developing and Modifying Applications: SAP NetWeaver Development Infrastructure [page 199].

CRM Mobile Client Component [page 52]

Components required for a mobile system landscape

CRM Handheld Integration [page 55]

Components required for CRM handheld integration

Workforce Deployment [page 58] Component required for service orders

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Software Unit Group Description

Standalone Components [page 59] Components that provide additional functions. In most cases their use is optional.

Application Systems [page 63] OLTP back-end, as well as SAP NetWeaver BW, SAP SCM server, and SAP SRM server

SAP Solution Manager [page 66] SAP Solution Manager is mandatory for an SAP CRM implementation.

Content Types [page 69] Different types of content that are available for SAP CRM, for example, content for the System Landscape Directory

4.2.1 CRM Core

Installable software units of CRM Core

CRM Application Server ABAP and CRM Application Server Java provide the core

functions for SAP CRM, for example, in the area of Marketing, Sales, Service,

Interaction Center, or CRM Web Channel scenarios. A CRM system landscape

containing CRM Application Server ABAP and CRM Application Server Java already

enables you to operate a large range of business processes. To run further processes,

you can enhance this basic system landscape with other software units. You can, for

example, use CRM Mobile Components to enable the use of marketing, sales, and

service functionality in an offline environment or use SAP NetWeaver Business

Warehouse for analytics.

The detailed structure of CRM Core is as follows:

■ CRM Application Server ABAP

CRM Application Server ABAP provides the core functions of Marketing, Sales,

Service, and Interaction Center scenarios. For CRM Web Channel scenarios, you

also need CRM Application Server Java.

CRM Application Server ABAP consists of the following software components:

● MDG FOUNDATION 731

● SAP CRM ABAP 7.02

● SAP WEB UIF 7.31

● SAP AP 7.00 (includes IPC)

● SAP_BS_FOUNDATION 731

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● SAP EHP3 for SAP NetWeaver 7.0 – Application Server ABAP

■ CRM Application Server Java

CRM Application Server Java consists of the following software components:

● CRM JAVA APPLICATIONS 7.02

● SAP EHP3 for SAP NetWeaver 7.0 – Application Server Java and Alternative

Act. Instances

● SAP JAVA DATA DICTIONARY 7.02

● SAP SHARED JAVA APPLIC. 7.02

■ CRM Application Server Java NW 7.3

CRM Application Server Java with SAP NetWeaver 7.3 (for Java hubs) consists of

the following software components:


● SAP JAVA DICTIONARY 7.32

● SAP NETWEAVER 7.3 — AS Java Extensions


■ NWDI Design/Build Time Content

NWDI Design/Build Time Content can be deployed independently of CRM

Application Server Java and consists of the following software components:

● APACHE JAKARTA STRUTS 1.1

● CRM IPC MOBILE 7.02


● CRM JAVA COMPONENTS 7.02

● CRM JAVA WEB COMPONENTS 7.02



● SAP SHARED JAVA COMPONENTS 7.02

● SAP SHARED WEB COMPONENTS 7.02

● TEALEAF 4.5 (installation option)

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NOTE

Up to and including SAP CRM 2007, the software components listed for

NWDI Design/Build Time Content had been part of CRM Application Server

Java.

■ NWDI Design/Build Time NW7.3

NWDI Design/Build Time with SAP NetWeaver 7.3 (for Java hubs) consists of the

following software components:

● APACHE JAKARTA STRUTS 1.1

● CRM IPC MOBILE 7.32


● CRM JAVA COMPONENTS 7.32

● CRM JAVA WEB COMPONENTS 7.32



● SAP SHARED JAVA COMPONENTS 7.32

● SAP SHARED WEB COMPONENTS 7.32

● TEALEAF 4.5 (installation option)

Using CRM Core with and without CRM Java Components

You can distinguish between the following:

■ CRM Core with CRM Java Components (JCRM)

■ CRM Core without CRM Java Components (JCRM)

For some processes of the business scenarios, you do not need to install CRM Java

Components (JCRM) because these business scenarios run with CRM Application

Server ABAP only. Some business scenarios and applications need to have all core

functions, both CRM Application Server ABAP and CRM Application Server Java.

For the following business scenarios, you must have installed CRM Core with CRM

Java Components (JCRM):

■ CRM Web Channel

■ Business scenarios in which you want to use product configuration, for example,

the business process Sales Order Processing (Configure-to-Order) in CRM.

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You only need to install SAP NetWeaver Application Server Java (AS Java) for the

following applications:

■ SAP NetWeaver Exchange Infrastructure

The Internet Pricing and Configurator (IPC) functions for pricing has been

integrated in the Virtual Machine Container (VMC) of SAP NetWeaver 7.0. You no

longer have to install SAP NetWeaver Application Server Java to run the Java

applications for pricing, since these are now processed on SAP NetWeaver Application

Server ABAP only.

To use the product configuration functions, you additionally need to install SAP

NetWeaver Application Server Java (part of CRM Application Server Java) to display

the product configuration UI. To use the functions for product configuration, you

have to perform the necessary configuration steps.

NOTE

For scenarios in which you use pricing, you have to activate the Virtual Machine

Container (VMC), which is a prerequisite for running pricing. For information

about activating VMC, see SAP Note 854170.

The installation program SAPinst can install CRM Application Server ABAP and

the underlying SAP NetWeaver Application Server ABAP in a single installation run.

The same applies to CRM Application Server Java and the underlying SAP NetWeaver

Application Server Java. Carry out 2 installation runs, one for ABAP and one for Java,

and make sure that 2 different system IDs (SID) are used.

Figure 3: CRM Core with CRM Java Components (JCRM)

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WebClient UI

The WebClient UI is an integrated, clearly arranged, and Web-based user interface.

For more information, see the following SAP Notes:

■ SAP Note 1118231 Supported user interfaces for SAP CRM

■ SAP Note 1600364 EHP2 for SAP CRM 7.0 Internet Browser Releases

The Web-based user interface offers the following benefits:

■ Clearly arranged page layout

■ Flexible and easy-to-use interface configuration

■ Simple and intuitive navigation

■ Easy-to-use personalization

■ Enhanced search concept

■ Toolbar for functions

■ Terminology that is suited to the new user interface

NOTE

The CRM Web Channel application has not been integrated into the WebClient

UI. This application uses its own user interface based on Java. For more

information about CRM Web Channel and accessing this application, see

installation guides for EHP2 for SAP CRM 7.0 on SAP Service Marketplace at

http://service.sap.com/instguides.

Components of the WebClient UI

The WebClient UI runs within a Web browser, so you only have to install a Web

browser on the client side. You can use functions from all CRM application areas in

a single user interface. An SAP GUI is not necessary. The WebClient UI is fully based

on CRM Application Server ABAP using business server page (BSP) technology.

On the server side, the WebClient UI is based on a multilayer architecture. It consists

of the following components:

■ Presentation layer

The business server pages (BSPs) are the presentation layer of the WebClient UI.

They are the basis for the HTML pages.

■ Business layer

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Data of business objects, such as business partners, products, and transactions are

processed by the business layer of the WebClient UI. The business layer comprises

the following parts:

● Business object layer (BOL)

The BOL stores the business object data at runtime of a WebClient UI session.

It ensures the separation of the user interfaces and the underlying business

logic.

● Generic interaction layer (GenIL)

The GenIL processes the data transfer from the BOL to the application

programming interfaces (APIs) of the underlying CRM business engine, that

is, application logic and database tables. The GenIL connects the BOL to the

underlying business logic and database.

■ CRM database

Figure 4: WebClientUI Architecture

Internet Communication Framework

The Internet communication framework (ICF) services that are used to communicate

between the Web browser and the BSP runtime are installed automatically as part of

SAP NetWeaver Application Server. The WebClient UI requires relevant ICF Services.

You have to activate all sub services (transaction SICF) under the following nodes:

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■ default_host/sap/bc/bsp/sap

■ default_host/sap/crm

NOTE

If you have activated all the necessary ICF services you do not have to do anything

else for the interaction center scenarios.

For more information about activating the ICF services for the WebClient UI

(transaction SICF) after the installation, see SAP Library for SAP NetWeaver 7.0

including EHP3 at SAP NetWeaver Library SAP NetWeaver by Key Capability Application

Platform by Key Capability Platform-Wide Services Connectivity Components of SAP

Communication Technology Communication Between ABAP and Non-ABAP Technologies Internet

Communication Framework Development Server-Side Development Creating and Configuring an

ICF Service Activating and Deactivating ICF Services .

The WebClient UI can be accessed using a Uniform Resource Locator (URL). The URL

of the WebClient UI has the following structure (default configuration):

http://<Host Name>.<Domain Name>.<Extension>:<Port Number>/sap/bc/bsp/

sap/crm_ui_frame/default.htm

For more information about creating the URL for the WebClient UI, see SAP Library

for SAP NetWeaver 7.0 including EHP2 at SAP NetWeaver Library SAP NetWeaver by

Key Capability Application Platform by Key Capability ABAP Technology UI Technology

Web UI Technology Business Server Pages Programming Model What is a BSP Application?

Accessing a BSP Application .

NOTE

WebClient UI supports single sign-on (SSO) by using the standard SAP NetWeaver

SSO functionality. There is no WebClient UI-specific SSO installation process.

SAP NetWeaver Portal and Business Package

SAP NetWeaver Portal is not delivered with EHP2 for SAP CRM 7.0, however with this

release you can integrate the WebClient UI in an already installed SAP NetWeaver

Portal (part of EHP3 for SAP NetWeaver 7.0). The required content is delivered in

business package components. The business package provides employees with central

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access to data and information they require for their daily work. The business package

contains the following roles:

■ Channel Manager (ep.bp_crm.chm-cm.CHM-CM)

■ Partner Manager (ep.bp_crm.chm-pm.CHM-PM)

■ Channel Manager (Telecommunications)

(com.sap.pct.ist.tdm.TEL-CM)

■ Partner Manager (Telecommunications)

(com.sap.pct.ist.tdm.TEL-PM)

■ Customer (ep.bp_crm.cst)

You can upload the business roles created in the WebClient UI to SAP NetWeaver

Portal.

For more information about portal integration into EHP2 for SAP CRM 7.0, see the

following:

■ Customizing for Customer Relationship Management under UI Framework

Portal Integration Overview

■ SAP Library for Customer Relationship Management at WebClient UI Framework

Portal Integration

The business packages for the releases SAP CRM 3.1, 4.0, and 5.0 cannot be used in

EHP2 for SAP CRM 7.0 because they only run in the People-Centric UI. You cannot

reuse the business roles that you have created in the People-Centric UI.

If you use EHP2 for SAP CRM 7.0 with SAP NetWeaver Portal, use SAP Web Dispatcher

for load balancing. For more information, see SAP Note 1040325.

UI Configuration

You can also configure the user interface of EHP2 for SAP CRM 7.0 yourself with the

configuration tool, by showing, hiding, renaming, or regrouping page fields, for

example.

To adapt the WebClient UI to your corporate identity, a bundle of integrated tools is

provided. These tools support the UI configuration in an efficient and integrative way,

by providing, for example, the following functions:

■ Adding new fields to business objects

■ Positioning fields on views

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■ Renaming field labels

■ Using personalization

■ Defining captions

■ Defining navigation bar entries

■ Creating business roles

The CRM UI configuration tool is an easy to use tool for adjusting the CRM standard

views to your needs. For example, project team members or consultants can adjust

the UI and use the tool for the following activities:

■ Configuring pages

■ Configuring blocks

■ Configuring fields

Custom UI Enhancements

As a prerequisite for keeping your custom UI enhancements valid and functional

after upgrading to EhP2 for CRM 7.0, use the following tools available in the WebClient

UI framework:

■ Checking general consistency

In Customizing for Customer Relationship Management, choose UI Framework

UI Framework Definition Perform WebClient UI Framework Checks to analyze the

consistency of UI repository data and configuration data. If errors are detected,

you can navigate from the error messages to the affected system objects.

■ Checking runtime repositories

In Customizing for Customer Relationship Management, choose UI Framework

UI Framework Definition Compare Runtime Repositories to compare the runtime

repository of an enhanced UI component with the SAP standard runtime

repository.

These tools support you in finding issues that may invalidate your custom UI

enhancements. Depending on the results of the checks, reworking and adapting the

custom implementation of UI enhancements may be required.

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SAP GUI

SAP GUI is used for system administration functions and maintaining application

Customizing. Some administrative transactions are still available on SAP GUI, and

accessible from SAP Easy Access Menu. They are excluded from the UI migration.

CAUTION

The People-Centric UI (PC UI) is no longer supported.

You can use SAP GUI for Windows or SAP GUI for Java.

For information about the SAP GUI family, see SAP Developer Network at http://

www.sdn.sap.com/irj/sdn/sap-gui, and Master Guide — SAP NetWeaver 7.0 available

on SAP Service Marketplace at http://service.sap.com/instguidesNW70.

4.2.2 CRM Mobile Client Component

This group consists of a range of components that enable you to use marketing, sales,

and service functions on a laptop. Most of the components are based on

Microsoft .NET technology, some use Microsoft Component Object Model (COM)

technology. Microsoft Installers are used for the installation.

Structure of CRM Mobile Client Component

The CRM Mobile Client application consists of the following software components:

■ CRM Mobile Application Studio – CRM MAS 5.0

■ CRM Mobile Application Repository – CRM MAR 7.01

■ CRM Authorization Management Tool – CRM AMT 7.01

■ CRM COMMUNICATION STATION 5.0

■ CRM MOBILE CLIENT 7.01

■ MOB. CLIENT COMPANION 7.01 (optional)

■ PLANOGRAM (STRATEGIX) 5.0

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Components and Their Use

Mobile Client

Field sales users have special mobile client software and an Internet Pricing and

Configurator (IPC) on their laptops, which enable them to work offline. The IPC is

automatically installed during the CRM Mobile Client setup.

The mobile client applications run on a Microsoft SQL database or Microsoft data

engine. They comprise Mobile Sales High Tech (standard), Mobile Sales Consumer

Goods, Mobile Sales Pharma, and Mobile Service.

CAUTION

Due to synchronization issues, you cannot use groupware integration between

the CRM server and the groupware server at the same time as using client

synchronization. You can only choose one of these integration possibilities.

Mobile Client Companion

Mobile Client Companion is an extension to the CRM Mobile Sales laptop application

that runs on a personal digital assistant (PDA) and synchronizes data with the Mobile

Sales application running on a laptop. This application is available for two industry

verticals:

■ Mobile Sales – Consumer Packaged Goods

■ Mobile Sales – Pharmaceuticals

This application enables field sales representatives to:

■ Manage their activities and appointments

■ Maintain data on samples and sample distribution, and perform sample-

management tasks in the pharmaceutical business scenario

■ Maintain institution (business partner) and contact person details that help in

maintaining marketing profiles

Mobile Application Studio

The Mobile Application Studio (MAS) must be installed on the mobile development

workstation. It is an object-oriented, visual development tool that is tailored to the

architecture of SAP mobile client applications. It allows you to customize mobile

client applications, delivered by SAP, according to your specific business

requirements, or develop your own applications.

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Mobile Application Repository

The metadata of a mobile client application is delivered as the Mobile Application

Repository (MAR). This repository must be installed on the Mobile Repository Server

(MRS) for each environment. Application developers working on individual mobile

development workstations establish a connection with the MAR from MAS.

Authorization Management Tool

The Authorization Management Tool (AMT) can be installed on the mobile

development workstation, as well as on a separate system. It needs access to the Mobile

Application Repository and the client framework. It enables you to define

authorizations (access rights) for mobile client users, for example, sales

representatives, to use a mobile client application such as Mobile Sales. You can define

access rights to underlying objects, such as the application, business components, tile

sets, tiles, business objects, and properties of business objects.

Communication Station

The Communication Station connects mobile clients with the CRM server. Mobile

clients from inside and outside the firewall connect to the Communication Station

for data exchange. The Communication Station itself establishes the connection to

the CRM server.

Installation of CRM Mobile Client Component

The installation of mobile client components requires certain .NET installations. For

more information, see SAP Note 879643.

You must install the software on the different systems that make up the mobile system

landscape, as described below:

System Description

Mobile Application Repository server

Server designated for the central Mobile Application Repository and test application database

Mobile Application Studio server Server, PC, or laptop designated for customizing and designing the mobile client applications and for assigning user access definitions and templates, if required, for using these applications

Mobile client Server, PC, or laptop that sales and service people use for their work

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System Description

Workgroup server Server designated for storing the central database to which the workgroup clients connect. The server is connected to the CRM server via the Communication Station.

Workgroup client PC or laptop that connects to the workgroup server to use the same database concurrently

For a complete landscape, a Communication Station, a back-end server (for example,

an ERP system), and a CRM server are also required.

The following figure provides an overview of the systems in a mobile system landscape:

Figure 5: CRM Mobile System Landscape

4.2.3 CRM Handheld Integration

You can integrate different handheld devices with SAP CRM, such as devices based

on Microsoft Windows Mobile platform, RIM BlackBerry, Nokia or Apple iPhone.

CRM Mobile Sales for Handheld (MSA for HH)

CRM handheld scenarios provide sales employees with the ability to keep track of

their assignments better as well as tackle sales-related situations proficiently by using

handheld devices. It allows them to work outside the office and grants them wireless

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access to the application either by online connection or by using synchronization

when in offline mode. In addition, the users' saved data becomes available to the CRM

server. The CRM handheld scenarios use the business logic of the CRM server to keep

all read and written assignments and time specifications consistent with the CRM

system.

The CRM handheld integration consists of the following components:

■ MSA 5.0

■ Prerequisite: SAP Netweaver 7.0

■ Main instance: SAP NetWeaver Mobile Infrastructure (MI)

The CRM handheld scenarios support Microsoft Windows Mobile-based devices.

For more information, see SAP Service Marketplace at http://service.sap.com/

mobile.

CRM Mobile Sales for Handheld makes use of SAP NetWeaver 7.0 Mobile

Infrastructure (SAP NetWeaver MI).

The Mobile Infrastructure enables field personnel to participate in a business process

in an occasionally connected mode. In this mode, a direct connection using WLAN

or General Packet Radio Service (GPRS) between mobile device and back end is only

established at synchronization, that is, when the MI server and MI client exchange

data to keep server and client updated.

SAP NetWeaver MI consists of the following parts:

■ SAP NetWeaver MI server: Requires the ABAP and Java application server to run

on the same system. It serves, for example, for administration and data

replication.

NOTE

Although technically possible, we do not recommend combining MI with

other software units (besides AS ABAP and AS Java) on one system. Instead,

we recommend that you install a dedicated MI system.

■ SAP NetWeaver MI client: Provides, for example, framework services, and the UI

programming model.

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Figure 6: CRM Handheld Integration

For more information, see Master Guide – Mobile Sales for Handheld.

Mobile Sales Online (MSOn)

Mobile Sales Online enables users to access CRM sales data from their mobile device.

It runs in a Web browser on the device and supports a variety of devices including

Microsoft Windows Mobile-based devices, RIM BlackBerry, and selected Nokia

devices. For more information about the supported devices, see SAP Note 882945.

Using this application, users can perform basic administration of CRM sales data

through the device browser.

Mobile Sales Online focuses on online technology where a mobile device browser is

always connected to a Web server.

For more information, see SAP Developer Network at http://www.sdn.sap.com/

irj/sdn//netweaver or SAP Service Marketplace at http://service.sap.com/

mobile.

Mobile Sales Online consists of the following components:

■ MSON 1.0

■ Prerequisite: SAP Netweaver 7.0

Gateway to SAP NetWeaver Mobile

As of SAP CRM 2007 SP04 and SAP CRM 7.0 SP03, SAP has enabled the basic CRM sales

processes to be consumed by mobile business processes. This is achieved through an

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add-on component, Gateway to SAP NetWeaver Mobile, that is deployed on SAP

NetWeaver Mobile 7.1. In turn, strategic long-term partners, such as Research in

Motion and Sybase, are developing client applications for the RIM BlackBerry,

Microsoft Windows Mobile, and Apple iPhone platforms that consume the services

provided by the gateway.

The end-to-end solutions combine the business benefits of SAP CRM with the native

device experience and usability by bringing CRM sales data and processes, such as

calendar and contact management, into the native applications.

The end-to-end CRM sales solutions based on the gateway add-on consist of the

following components:

■ SAP CRM 2007 SP06+ or SAP CRM 7.0 SP05+

■ SAP NetWeaver Mobile 7.1 SP09+

■ Gateway to SAP NetWeaver Mobile 1.1+

■ Partner-built client application or custom application

The CRM sales functionality enabled with Gateway to SAP NetWeaver Mobile

includes:

■ Account and contact management

■ Activity management

■ Lead management

■ Opportunity management

■ Sales order management

■ Selected analytics

EHP1 for SAP CRM 7.0 added the following functionality:

■ Survey management

■ Business partner factsheet

■ Support for multiple transaction types

4.2.4 Workforce Deployment

You use Workforce Deployment for running the business process Service Resource

Planning in CRM.

The following software units are used in the area of Workforce Deployment:

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■ Workforce Deployment (WFMCORE 200 Add-On): You have to install this add-

on on the CRM server ABAP by using the SAP Add-On Installation Tool (SAINT).

For more information, see SAP Notes 830595 and 836414.

The component version needed is WFMCORE 2.00 SP13.

■ SAP liveCache (SAP LC/LCAPPS 5.0) is a database engine for managing complex

objects in scenarios where large volumes of data must be permanently available

and modifiable. It is an optional component that you only need for high volume

capacity-based planning, running of scheduling strategies, and workload

balancing. SAP liveCache is installed by using SAPinst.

NOTE

SAP liveCache is not identical with the liveCache that comes with SAP APO,

nor can the SAP APO liveCache be used for Workforce Deployment.

EHP2 for SAP CRM 7.0 is released exclusively for SAP liveCache version 5.0.

■ SAP cProject Suite (CPRXRPM 400)

The component version needed is CPRXRPM 400 SP11.

Figure 7: Workforce Deployment in CRM

4.2.5 Standalone Components

Search and Classification (TREX)

SAP NetWeaver Search and Classification (TREX) offers an integrated set of services.

TREX services include search and retrieval in large document collections, text

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mining, automatic document classification, and search and aggregation over

structured data in SAP applications. TREX can handle text from documents in

numerous formats, including Microsoft Office and Adobe formats (PDF), and in more

than 30 languages. TREX search options, such as exact, boolean, fuzzy, or linguistic

search, and classification options, such as query-based or example-based classification,

offer great power and flexibility to end users.

RECOMMENDATION

For performance reasons, we recommend that you install TREX on a separate

host.

Check the hardware requirements carefully. They depend largely on your

individual needs. The size and number of indexes, number of updates and inserts

per day, number of parallel search activities, your backup, and high availability

strategy and other factors strongly influence the hardware requirements.

Groupware Connector

Groupware Connector provides access to important business information created in

SAP CRM in the most widely used groupware systems: Microsoft Exchange Server

and Lotus Domino. This version of Groupware Connector allows a server-based, two-

way replication of CRM business partners, contact persons, and activities with the

groupware contacts, appointments, and tasks. After an item is created, changed, or

deleted in SAP CRM, the changes are sent to Groupware Connector, which forwards

them to the users' mailboxes. Users can immediately see changes in their mailboxes

by using their favorite groupware client application, such as Microsoft Outlook or

Lotus Notes. This increases employee productivity, because employees can now see

calendar entries received from colleagues via the groupware server as well as business

meetings with customers that have been created in SAP CRM. Users can view contacts

mapped from CRM business partners in their groupware client or can quickly find a

customer telephone number without starting the CRM client.

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Tealeaf RealiTea

Tealeaf RealiTea is third-party software that you can use for Web analytics. Tealeaf

RealiTea is typically installed on a standalone Microsoft Windows server and collects

and processes Web user interaction data.

From a technical perspective, Tealeaf RealiTea copies Web user interactions to the

Tealeaf RealiTea server. The Tealeaf RealiTea server software uses its own Index

Sequential Access Method (ISAM) database to store Web user interaction data. The

database is exclusively managed by Tealeaf tools. You can deploy the RealiTea J2EE

capture component on all platforms supported by SAP NetWeaver Application Server

Java and upgrade the Tealeaf RealiTea server independently of the SAP component.

You can download Tealeaf RealiTea software from SAP Service Marketplace at

http://service.sap.com/swdc Download Support Packages and Patches Search for

Support Packages and Patches . Enter Tealeaf and start the search. You can find the

program in the result list.

The installation and application documentation is part of the Tealeaf software

package.

As an alternative, you can also use data loading with DB connect/UD connect to

upload customer behavior data captured in a CRM Web Channel Web shop into SAP

NetWeaver BW. The two options differ in the following way:

■ Data loading with DB connect/UD connect

We recommend this type of data loading for customers who only want to analyze

business event data. The captured business event data is loaded directly from SAP

NetWeaver Application Server Java into SAP NetWeaver BW. The existing

infrastructure is used, that is, business event data is loaded into the existing

InfoCube and can be analyzed with existing reports.

■ Data loading with Tealeaf (OEM)

Data loading with Tealeaf (OEM) is recommended for customers who require

business event data as well as http request and response information. The existing

data capturing and data loading mechanism is used, that is, business event data

is loaded using Tealeaf into the existing InfoCube and can be analyzed with

existing reports.

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http://service.sap.com/swdc

For more information, see SAP Help Portal at http://help.sap.com/crm <Choose

a release> Application Help Basic Functions Web Event Capture and Web Analysis Guide .

cProjects for Standalone Installation

Customers who run an SAP R/3 4.6C or SAP R/3 Enterprise system and have SAP

Business Suite and SAP ERP licenses are entitled to participate in the SAP ERP 6.0

ramp-up to install or upgrade to Collaboration Projects (cProjects) 4.00 on a separate

server (standalone installation).

Usage of the full SAP ERP 6.0 offering is optional for cProjects customers. The technical

upgrade of SAP R/3 to SAP ERP 6.0 is not mandatory for cProjects customers. cProjects

4.00 can communicate with SAP R/3 4.6C or SAP R/3 Enterprise. However, the full

scope of integration is only available with SAP ERP 6.0.

cProjects is shipped to these customers together with the SAP ERP 6.0 software

package. The following items are required to install or upgrade cProjects:

■ SAP NetWeaver 7.0

■ SAP Resource and Portfolio Management (SAP RPM) 4.0/cProjects/cFolders

(contains cProjects)

Finbasis for CRM

Finbasis for CRM is a optional SAP add-on that can be either installed on top of either

SAP ERP or SAP CRM. This add-on includes the Financial Supply Chain Management (FSCM)

applications SAP Dispute Management and Collections Management, which extend the SAP

ERP Financials capabilities.

These applications add extra functionality to the Shared Service Center business

scenario available with the SAP CRM Interaction Center. To use these applications,

you may simply deploy this software unit on top of your SAP CRM system, without

having to upgrade your SAP ERP system to EHP6.

SAP Price and Margin Management by Vendavo

The SAP Price and Margin Management application by Vendavo is an SAP solution

extension that you can integrate with the quotation application in SAP CRM using

SAP NetWeaver Process Integration. This solution extension includes deal

management capabilities that enable sales professionals to effectively negotiate

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profitable deals, optimize prices in quotations to increase profit margins, and ensure

compliance with pricing policies. It also provides a transparent approval workflow

for sales and pricing managers, as well as for the sales professionals submitting pricing

requests.


instguides, under SAP Solution Extensions SAP Price and Margin Management by

Vendavo .

SAP Real-Time Offer Management

SAP Real-Time Offer Management (RTOM) is an SAP solution extension that acts as

a real-time decision support framework, providing intelligent product offers and

marketing messages during inbound customer interactions. The solution is self-

learning, leveraging the response from every interaction to make the next offer more

relevant and effective. You can use BW reports and xCelsius dashboards to analyze

offer performance, channel performance, response profiles, and more.


instguides, under SAP Solution Extensions SAP Real-Time Offer Management .

4.2.6 Application Systems

OLTP Back-End System

SAP ERP (SAP R/3, SAP R/3 Enterprise respectively) serves as an online transaction

processing system (OLTP) for CRM. It is connected to the CRM server as a back-end

system and provides additional business functions such as materials management and

financials.

To enable communication between both systems, the following is required:

■ On the OLTP system: Installation of an R/3 plug-in that provides the integration

interfaces

As of SAP ERP 6.0, the interfaces are contained directly in SAP ERP. For more

information about the release strategy, see SAP Service Marketplace at http://

service.sap.com/r3-plug-in.

■ On the CRM server: Installation of the adapter framework

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http://service.sap.com/r3-plug-in


For more information, see SAP Help Portal at http://help.sap.com/crm

<Choose a release> Application Help Data Exchange and Mobile Technologies CRM

Integration Services Adapter and Site Types Adapter The Adapter Framework .

The data exchange includes an initial transfer of Customizing, master data, and

transactional data to the CRM system, as well as delta data in both directions.

SAP Supply Chain Management Server

The SAP Supply Chain Management (SCM) server consists of tools for real-time

planning and decision support. For example, the SCM server performs product

availability checks for sales orders.

SAP NetWeaver Business Warehouse

SAP NetWeaver Business Warehouse (BW) is used to provide infrastructure for:

■ Data warehousing

■ Various analytical technologies and functions

■ Web-based reporting and analysis

■ Information broadcasting to distribute BI Content by e-mail or by using the portal

either as precalculated documents with past data, or as links with live data

■ Open analysis interfaces that make available various interfaces for connecting

front-end tools of third-party providers

■ Web design API that allows you to realize highly individual scenarios and

demanding applications with customer-defined interface elements

In SAP CRM, SAP NetWeaver BW is mainly used for analytics processes. It enables you

to gather all the relevant data about various key factors (for example, customers, sales,

services, marketing campaigns) and analyze this knowledge base to deploy important

insights derived from it in your operational and strategic decision-making.

BI Content is a preconfigured set of role and task-related information models that

are based on consistent metadata in BW. BI Content provides selected roles within a

company with the information they need to carry out their tasks. BI Content is

delivered as an add-on to SAP NetWeaver BW.

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CRM Interactive Reporting

You can also create, edit, and view reports directly in SAP CRM. These CRM-based

reports retrieve data in real-time and are called CRM interactive reports. You create

these reports in the WebClient UI using a guided wizard. You can then publish these

reports to a selection of users. You can display reports in tables and charts.

Using the reports, you can analyze data in ample ways, including drilldown to

individual documents. The report data is retrieved in real-time, meaning the data is

always entirely up to date. You can export report data to Microsoft Excel and print

reports.

NOTE

We recommend this type of report for reports with a low data volume. Your

company's power users can create reports of this type themselves, in addition to

the ones delivered by SAP. Examples for CRM interactive reports are My Team:

Closed Opportunities and My Team: Opportunity Sources.

You cannot add custom fields to CRM interactive reports. For more information,

see SAP Note 1110780.

CAUTION

To run CRM interactive reporting, you can use the BW client available with the

CRM system. However, running CRM interactive reporting along with BW

reporting (that is, reporting using SAP NetWeaver Business Explorer) on the same

system is not possible. We recommend that, for BW reporting, you always set up

a dedicated BW system. For more information, see SAP Note 1401472.

SAP NetWeaver Process Integration

SAP NetWeaver Process Integration (PI) consists of core components to model, design,

automate, and integrate processes of one or multiple application systems. For the

integration of internal and cross-company processes, PI is used to incorporate all the

functions of SAP NetWeaver Exchange Infrastructure (XI). In addition, PI contains

core components for business process management for application-embedded and

application-unbounded processes.

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PI requires Application Server ABAP and Application Server Java to be installed in the

same system. Optionally, it can be combined with other usage types in one system.

Nevertheless, we recommend that you have a dedicated PI system.

4.2.7 SAP Solution Manager

SAP Solution Manager supports the implementation and operation of SAP CRM. It

significantly accelerates the implementation process and helps you to reach your

business goals. SAP Solution Manager enables you to take advantage of SAP’s full

support and continuous improvement offerings.

Using SAP Solution Manager is mandatory for SAP CRM.

NOTE

For information about availability of content specifically tailored to your

solution, see SAP Service Marketplace at http://service.sap.com/

solutionmanager.

SAP Solution Manager contains standard implementation content for all SAP CRM

scenarios. This enables fast implementation of the entire solution in units of business

processes.

In your SAP CRM project, execute the following activities by using SAP Solution

Manager:

■ Documentation of core business processes that are changed or implemented

during ramp-up

■ Planning of your solution landscape

■ Connection of existing systems and activation of SAP EarlyWatch Alert

■ Setting up of Solution Manager diagnostics for root cause analysis of Java

components

■ Handover of processes and systems to support organization after go live

■ Configuration of your scenarios according to the documentation contained in

SAP Solution Manager

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RECOMMENDATION

Configure and test the previously defined business processes.

For more information, see the following information sources for SAP Solution

Manager:

■ Instructions for setting up SAP Solution Manager to enable end-to-end lifecycle

management tasks, see Maintenance Planning Guide at http://service.sap.com/

mopz under the section How-To's and Guides.

■ System infrastructure, scenarios, installation, and configuration of SAP Solution

Manager:

Master Guide SAP Solution Manager 7.0 EHP 1 available on SAP Service Marketplace

at http://service.sap.com/instguides SAP Components SAP Solution

Manager Release 7.0 EHP 1

■ Benefits and usage scenarios: SAP Solution Manager – Learning Maps available on SAP

Service Marketplace at http://service.sap.com/rkt-solman or http://

service.sap.com/solutionmanager

■ SAP Solution Manager as a tool: SAP Service Marketplace at http://

service.sap.com/solutionmanager and Master Guide – SAP NetWeaver 7.0

available on SAP Service Marketplace at http://service.sap.com/

instguidesNW70

Note the following installation considerations:

■ Each SAP CRM (or SAP NetWeaver) system landscape must be assigned to an

installation of SAP Solution Manager. In the event of a support-relevant incident

within your SAP system landscape, SAP support requires remote access to the

SAP Solution Manager solution that hosts the affected system landscape.

■ If you already have an SAP Solution Manager deployment in place, you can use

it to manage the solution you built up with SAP NetWeaver and SAP CRM as

well. In this case, we strongly recommend that you update SAP Solution Manager

and Solution Manager content to the latest version.

■ You can install multiple instances of SAP Solution Manager. In this case, each

installation should host separate business solutions.

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http://service.sap.com/rkt-solman







■ If you want to reduce the risk of unavailability, do not install SAP Solution

Manager as a central component. Instead, operate a 2-system landscape with test

and production environment of SAP Solution Manager, especially if you are using

time-critical functions such as support desk.

4.2.8 Extended Implementation Content in SAP Solution Manager

In the business process repository of SAP Solution Manager, you can find high-quality

business processes under Solutions/Applications Extended Implementation Content for Lines of

Business . These business processes are highly demanded by consultants and

customers and provide optimized configuration information for various lines of

business (for example, Finance, Sales, Manufacturing, and Supply Chain).

Extended implementation content for lines of business is characterized by carefully

drafted configuration information, including the following:

■ Configuration information is assigned to all business processes. This process-

specific configuration information always contains a clear reference to additional

basic configuration settings that are available for the required components of a

process. Therefore, when you include a business process in a self-defined scenario,

you can easily identify all relevant configuration settings that are relevant for

your project.

■ Configuration information that is specific for an optional process step is directly

assigned to that process step. Therefore, when you remove an optional process

step from your project because you do not need it, the corresponding

configuration activities are also automatically excluded from your

implementation project.

For your implementation project, this means:

■ With the extended implementation content, the implementation of a business

process is easier than before.

■ You can adjust SAP business processes to your own enterprise-specific

requirements.

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■ You can be sure to get all required configuration information if you include an

SAP business process in a self-defined business scenario.

4.2.9 Content Types

Some systems of your SAP CRM system landscape require you to import content to

set up the systems. This content is updated on a regular basis and is available for

download on SAP Service Marketplace. In the following, you find information about

the different content types, for example, download and implementation information.

The following content types are relevant for SAP CRM:

■ SAP Solution Manager implementation content

■ Business Intelligence Content (BI_CONT)

■ System Landscape Directory (SLD) content

■ XI content

■ CRM Portal content

■ Enterprise Service Repository content

SAP Solution Manager Implementation Content

Business Process Repository (BPR) is the central storage place for SAP's comprehensive

knowledge of implementing integrated, cross-component business scenarios. Its

content complements the functions delivered with SAP Solution Manager. You can

make use of this knowledge during your implementation or template project by

taking the predelivered implementation content as the starting point for your project

scope. The implementation content is delivered in the form of a process-oriented

scenario structure, with the following information being assigned to each scenario:

■ Documentation describing how to use the scenario in your business

■ Transactions allowing the evaluation of the delivered scenarios

■ Configuration support (ranging from Customizing activities to business

configuration sets) allowing for efficient Customizing of your scenarios

The implementation content is delivered as a separate software package (ST-ICO)

that has to be installed as an add-on to SAP Solution Manager. ST-ICO 150_700 SP31

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for use with SAP Solution Manager 7.0 EHP1 SP23 is part of the EHP2 for SAP CRM

7.0 ramp-up delivery.

Download: from SAP Service Marketplace at http://service.sap.com/swdc

SAP Software Download Center Installations and Upgrades Browse our Download Catalog SAP

Technology Components SAP Solution Manager <Release> Content .

For more information about using SAP Solution Manager, see SAP Help Portal at

http://help.sap.com/solutionmanager .

BI Content for SAP NetWeaver Business Warehouse

BI Content is delivered as an add-on that has to be installed on SAP NetWeaver

Application Server ABAP. BI Content is a preconfigured set of role-relevant and task-

relevant information models based on consistent metadata in SAP NetWeaver

Business Warehouse. BI Content provides selected roles within a company with the

information they need to carry out their tasks. This information model includes

integral roles, workbooks, queries, InfoSources, InfoCubes, ODS objects, key figures,

characteristics, update rules, and extractors for SAP ERP, SAP Business Suite software,

and other applications.

There are approximately 3 add-on releases per technology release. For information

about the release strategy, see SAP Note 153967.

The BI Content add-on has its own support packages that you can download from

SAP Service Marketplace.

You can download BI Content and its support packages from the following locations:

■ Download of BI Content:

From SAP Service Marketplace at http://service.sap.com/swdc SAP Software

Download Center Installations and Upgrades Browse our Download Catalog SAP NetWeaver

and Complementary Products BI CONT .

■ Download of Support Packages for BI Content:

From SAP Service Marketplace at http://service.sap.com/swdc SAP Software

Download Center Support Packages and Patches Browse our Download Catalog SAP

NetWeaver and Complementary Products BI CONT .

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System Landscape Directory (SLD) Content

SLD content is the content for the Component Repository of the SLD. It contains

information about all software components that can be installed in your landscape.

After SLD implementation, you import the master data for SLD, either from DVD or

from SAP Service Marketplace. SAP regularly delivers updates for the master data for

SLD (approximately every 4 weeks).


SAP Software Download Center Support Packages and Patches Browse our Download Catalog

SAP Technology Components SAP CR Content .

For information about updating SLD content, see SAP Note 669669.

XI Content

The contents of the Integration Repository (part of SAP NW Process Integration) are

collectively known as XI Content (Process Integration Content). XI Content is the

integration knowledge that is required for describing collaborative processes

(collaboration knowledge). XI Content is created at design time and can be shipped.

In addition to the technical infrastructure, SAP also ships predefined XI Content to

enable customers to integrate their processes as efficiently and cost-effectively as

possible.

For an overview of the XI Content currently provided by SAP, see SAP Developer

Network (SDN) at http://www.sdn.sap.com/irj/sdn. In the navigation area, choose

SOA Middleware Modeling and Design . On the Repository-Based Modeling and Design page,

choose Content Provided by SAP.


SAP Software Download Center Support Packages and Patches Browse our Download Catalog

SAP Content ESR Content (XI Content) XI Content BBPCRM .

Enterprise Service Repository Content

An enterprise service is typically a series of Web services combined with business logic

that can be accessed and used repeatedly to support a particular business process.

Aggregating Web services into business-level enterprise services provides a more

meaningful foundation for the task of automating enterprise-scale business scenarios.

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Enterprise services are based on open standards. The interfaces are described according

to WSDL. They are created by using global data types which are based on UN/CEFACT

CCTS (Core Component Technical Specification). B2B enterprise services are defined

in compliance with e-business standards, where applicable.

SAP has developed an advanced meta model and governance process to define and

model enterprise services. Key concept is the business object model. Each enterprise

service is assigned to a business object, representing a well-defined business entity or

document. Each business object is assigned to a process component. Process

components are pieces of software covering a well-defined set of business tasks which

belong logically together and are usually executed in the same department. All

identified services were modeled by SAP architects and developers in the Enterprise

Services Repository (ESR), which is supported by SAP NetWeaver technology.

For more information, see SAP Help Portal at http://help.sap.com/content/

documentation/esoa/crm/index.htm


SAP Support Packages Entry by Application Group SAP Content ESR Content (XI Content)

XI Content ESM CRM .

4.3 System Landscapes

The following figures show examples of how typical system landscapes for test and

for productive use may look.

Note the following general recommendations:

■ You can install CRM Application Server ABAP and CRM Java Components on

a common host or separately on different hosts. This applies to test systems as

well as to production systems. You have to carry out 2 installation runs and make

sure that ABAP and Java use 2 different system IDs (SID). If you install the ABAP

and the Java system on a common host, ensure that the host is sufficiently sized

to ensure a good performance. If you install the ABAP and the Java system on

different hosts, pay particular attention to the higher network load and plan

sizing of the network accordingly.

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http://help.sap.com/content/documentation/esoa/crm/index.htm

http://help.sap.com/content/documentation/esoa/crm/index.htm


■ We recommend that you install SAP NetWeaver Business Warehouse (BW) on a

separate host from CRM Application Server ABAP. Technically, you only have

to install the BI Content (BI_CONT) add-on on top of CRM Application Server

ABAP. However, you have to be aware of the increased sizing requirements.

■ If the CRM host is sufficiently sized, you can also install Search and Classification

(TREX) on the same host. However, you have to check if this meets your security

requirements.

■ SAP NetWeaver Application Server Java requires a database, but you do not have

to create online backups for this database.

Figure 8: Example for Web Channel System Landscape

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Figure 9: Example for CRM Enterprise System Landscape

NOTE

When you plan your system landscape, read the information in the Technical

Infrastructure Guide for SAP NetWeaver 7.0. This guide describes how you can distribute

the SAP NetWeaver building blocks on physical hosts, to provide robustness,

performance, and scalability to production systems.

For more information, see SAP Service Marketplace at service.sap.com/

installNW70 .

For SAP Business Suite applications as of SAP Business Suite 7 that are based on an

Application Server Java and on hub systems, you can install these applications on SAP

NetWeaver 7.3. You can also change from your current release to SAP NetWeaver 7.3.

Changing means upgrading or updating. The following approaches for system

landscapes for SAP NetWeaver 7.3 are possible:

■ Upgrading to SAP NetWeaver 7.3 works for hub systems.

■ Embedded deployment continues to work only for SAP NetWeaver 7.0x releases

and their enhancement packages (this means, for example, for SAP NetWeaver

7.00, SAP NetWeaver 7.01, and SAP NetWeaver 7.02).

For more information about the technical background, see SAP Note 1468349. There

you can find a list of all the Java hubs that you can install on SAP NetWeaver 7.3.

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NOTE

If you want to install Business Suite Java applications, we strongly recommend

that you use SAP NetWeaver 7.3 as the platform for your hub systems.

4.4 Overall Implementation Sequence

This section lists the steps (installation, technical configuration, application

configuration) required to implement SAP CRM business scenarios. The table below

contains all available software units. However, to implement a specific scenario, you

only need a subset of the software units. For information about which software is

required to implement a specific scenario, see the scenario-specific sections [page 125].

There is no special installation sequence, except that you have to observe the following

point:

CRM Application Server ABAP and TREX must be installed before you can complete

the CRM Java Components installation, because after the installation of CRM Java

Components, you have to check whether you can establish a connection to these two

software units.

However, further dependencies can exist between some of the subcomponents that

belong to a larger software unit. For example, CRM Mobile Client Component

consists of several subcomponents to which a determined installation sequence

applies. These dependencies are explained in the corresponding component

installation guides.

NOTE

Installations with SAPinst: When you start SAPinst from the Installation

Master DVD, you can choose between SAP Business Suite applications and SAP

NetWeaver on the entry screen. If you choose SAP CRM, you can install SAP

CRM software units and additional SAP NetWeaver software units.

Further references:

■ Versions: For the latest component version and patch level requirements, see

the corresponding SAP Note (Release- & Information Note (RIN)) that is available

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for each SAP CRM server support package stack. For more information, see SAP

Note 1497032.

■ Documentation: For documentation referenced in the following table, see

http://service.sap.com.

Procedure

Step Action [Corresponding Documentation]Remarks and Subsequent Steps [Corresponding Documentation]

1 Installation of SAP Solution Manager 7.0 EHP1 SP23 and implementation content ST_ICO 150_700 SP31[Master Guide SAP Solution Manager 7.0 EHP1]

None

2 Installation of Search and Classification (TREX) 7.1Use the following parameters for the TREX installation and post-installation tasks: ■ ABAP applications access TREX

functions using the TREX ABAP client and the RFC protocol. In this case you have to perform the post-installation steps to set up an RFC connection.

■ JAVA applications access TREX functions using the TREX JAVA client and the HTTP/HTTPS protocol. In this case you have to perform the post-installation steps to set up an HTTP connection.

Note that some applications use both the ABAP and the JAVA client.For more information, see the documentation at http://service.sap.com/trex.

To configure TREX, see the documentation in SAP Solution Manager at Solutions/Applications

Basic Configuration Configuration Structures SAP NetWeaver 7.0 (2004s) Standalone Engines Search and Classification (TREX) TREX 7.1 for SAP NetWeaver 7.0 Post-Installation Configuration .The following scenarios use the TREX ABAP client: ■ Account and Contact Management

with Channel Partners

■ Collaborative Selling

■ Quotation and Order Management for Business-on-Behalf

■ Campaign Management in CRM Web Channel

■ Catalog Management in CRM

■ Contract Management in CRM Web Channel

■ Quotation and Order Management in CRM Web Channel

■ Web Auctions: Selling via eBay in CRM

■ Web Auctions: Auctioning via Web Shop

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http://service.sap.com

http://service.sap.com/trex

http://service.sap.com/trex


■ Complaints and Returns Management in CRM Web Channel

■ Service Request Management

■ Campaign Management

■ Quotation and Order Management in CRM

3 Installation of CRM Application server ABAP and CRM Application Server Java[Installation Guide – SAP CRM 7.0 Including Enhancement Package 2 <Technology> on <Platform/OS>: <Database>]

After the installation of CRM Java Components, you have to check whether you can establish a connection to the CRM Application server ABAP and TREX. Therefore, if you install CRM Application server ABAP and CRM Java Components on different hosts, ensure the ABAP installation is completed before you perform the check.

4 Preparation of an OLTP back-end system: ■ SAP R/3 or R/3 Enterprise systems as well

as ECC 5.0 systems require the R/3 plug-in 2004.1 with at least SP10.See SAP Note 704564 (R/3 plug-in:PI 2004.1 installation/delta upgrade) and SAP Service Marketplace at http://service.sap.com/r3-plug-in.

■ As of SAP ERP 6.0, the R/3 plug-in is no longer required. New and extended interfaces for integrating SAP ERP 6.0 are directly contained in SAP ERP 6.0.[Installation Guide – SAP ERP 6.0 <Technology> on <Operating System>: Database]

None

5 Setting up the CRM Mobile Client landscape: ■ Installation of the Communication

Station[Installation Guide – Communication Station CRM 7.0]

You can install SAP CRM Mobile Authorization Management Tool (AMT) on the development workstation together with the Mobile Application Studio as well as on a separate server. While you

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■ Installation of the local Microsoft SQL server on the mobile clients[Third-party documentation]

■ Installation of SAP CRM Mobile Client Component (Mobile Application Studio, Mobile Application Repository, Mobile Client, AMT, CSDM) on the mobile repository server, mobile development workstations, and mobile clients[Installation Guide – SAP CRM Mobile Client 7.0]

■ Installation of optional third-party software

can have multiple Mobile Application Studios in your system landscape, only a single AMT installation is required.

6 Installation of Groupware Connector 5.0 For more information, see the Groupware Connector Administration and Installation Guides on SAP Service Marketplace at http://service.sap.com/crm-

inst <Choose a release> .

7 Installation of Tealeaf RealiTea 4.5You can download the Tealeaf software from SAP Service Marketplace at http://

service.sap.com/swdc Download Support Packages and Patches Search for Support Packages and Patches . Enter Tealeaf and start the search. You can find the program in the result list.The installation documentation is part of the Tealeaf software package.

RECOMMENDATION

For performance reasons, install Tealeaf RealiTea on a separate host.

Only required in the Quotation and Order Management in CRM Web Channel scenario (optional)

8 Installation of the highest version of SAP NetWeaver Process Integration (PI) in a dedicated system and import of XI Content.[Installation Guide – SAP NetWeaver <version> on <Operating System>:<Database>]SAP Note 1515223 (SAP NetWeaver Process Integration: Release Recommendation).SAP Note 836200 (SAP NetWeaver 7.0: Import of Process Integration Content).

Only required in the Quotation and Order Management in CRM Web Channel scenario for Sales Order Processing One-Step-Business in CRM Web Channel.

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9 Installation of SAP NetWeaver Business Warehouse (BW) 7.02 with BI Content 7.05 (or higher):1. Install an SAP NetWeaver system with

software unit AS-ABAP, using SAPinst.2. Configure the database of your AS-

ABAP system for BW.3. Install BI Content on the AS-ABAP

system.

None

10 Installation of SAP SCM Server 7.0[Installation Guide – SAP SCM Server]

Optional

11 Installation of Frontend GUIs on every host from which you want to connect to your SAP CRM system[Installation Guide – SAP Front End]

None

12 Configuration of your business scenario and processes as described in SAP Solution ManagerStart the configuration only after you have installed all of the required software units.

None

After the installation, copy the delivery Customizing to your test clients. For more

information about copying the delivery Customizing for SAP CRM, see SAP Note

337623. For more information about copying the delivery Customizing for SAP

NetWeaver, see SAP Notes 1142832 and 1361211. This also applies to the installation of

an enhancement package on an SAP CRM 7.0 system.

The following table gives you an overview of the support packages that work together

with EHP2 for SAP CRM 7.0:

Software Component Version RuntimeInitial Support Package

SAP NetWeaver AS ABAP EHP3 for SAP NetWeaver 7.0

ABAP SP01

SAP NetWeaver AS Java EHP3 for SAP NetWeaver 7.0

Java SP01

SAP NetWeaver AS Java NW7.3

SAP NetWeaver 7.3 — AS Java Extensions

Java SP02

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SAP AP SAP AP 7.00 ABAP SP24

SAP NetWeaver Search and Classification (TREX)

TREX 7.1 File system extension

N/A

NOTE

TREX uses revisions instead of support packages. Please use the latest revision available.

Groupware Connector Groupware Connector 5.0 File system extension

N/A

BI Content BI_CONT 7.05 or higher Content SP01

RosettaNet XI content RosettaNet 1.0 XSLT + content SP04

CRM Software Component

None None None

SAP BBPCRM SAP CRM ABAP 7.02 ABAP SP01

SAP CRM WEBCUIF SAP CRM WEB UIF 7.31 ABAP SP01

CRM Communication Station

CRM Communication Station 5.0

C/C++ SP09

CRM AMT (Authorization Management Tool)

CRM AMT 7.01 MAS SP05

CRM MAR (Mobile Application Repository)

CRM MAR 7.01 C++ SP05

CRM MAS (Mobile Application Studio)

CRM MAS 5.0 Visual Studio SP12

CRM Mobile Client CRM Mobile Client 7.01 MAS SP05

CRM IPC MOBILE CRM IPC Mobile 7.02 Java SP01

MSA MSA 5.0 None SP02

MSON MSON 1.0 None SP04

XI Content BBPCRM XI Content SAP CRM ABAP 7.02

Content SP01

BP SAP CRM BP SAP CRM 7.0 None SP01

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ROSETTANET CRM XI Content ROSETTANET CRM 1.0

Content SP12

Third-Party Component None None None

APACHE JAKARTA STRUTS

Apache Jakarta Struts 1.1 Open source SP01

APACHE TOMCAT Apache Tomcat 5.0 Open source No SPs

INET UNA 2000 i-net UNA 2000 4.02 Third party Licenses

4.5 Overall Upgrade Sequence

This chapter is only relevant for you if you run an SAP CRM system with a version

lower than SAP CRM 7.0, such as SAP CRM 5.0, 5.2, or 2007. In this case, we recommend

that you combine the upgrade with the implementation of SAP enhancement

packages. For more information about the necessary upgrade steps and relevant

references, see this section. For more information about the possible upgrade scenarios

and the combination with SAP enhancement package installation, see Installation and

Upgrade of SAP Enhancement Packages [page 15].

To upgrade, you use these tools:

■ To upgrade from SAP CRM 5.2 and SAP CRM 2007 to SAP CRM 7.0 EHP2:

● Upgrading SAP CRM Server ABAP is done using SAPup.

● Upgrading SAP CRM Server Java from SAP CRM 5.0, 5.2, and 6.0 is done using

SAP Enhancement Package Installer (SAPehpi). For more information, see

the Upgrade Guide – SAP CRM 7.0 including SAP Enhancement Package 2 Java

Components — Using SAPehpi. Upgrading lower SAP CRM Server Java releases

is done using SAPJup. For more information, see the Upgrade Guide – SAP CRM

7.0 including SAP Enhancement Package 2 Java Components — Using SAPJup.

■ To upgrade from SAP CRM 5.0 to SAP CRM 7.0 EHP2, you can use the tools

mentioned above for most components. For some components, an upgrade is

not possible; they must be migrated. This is due to the fact that as of SAP CRM

5.2, the people-centric UI (PC UI) is no longer supported, and the WebClient UI

was introduced as the standard user interface. A technical upgrade to the new

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UI is not possible. For more information about migration, see Migration from SAP

CRM 5.0 to SAP CRM 7.0 EHP2 [page 85].

The business packages for SAP CRM 5.0 cannot be used in SAP CRM 7.0 EHP2

because they only run on the PC UI.

NOTE

Upgrading from SAP CRM 4.0 to EHP2 for SAP CRM 7.0 is not supported. For

more information, see SAP Software Developer Network at http://

wiki.sdn.sap.com/wiki/display/CRM/CRM+Installation+and+Upgrade+from

+4.0+to+7.0 and the Customer Relationship Management Upgrade and Update

Guide under http://service.sap.com/instguides.

You can upgrade all software units mentioned below in parallel. However,

dependencies can exist between some of the subcomponents that belong to a larger

software unit. For example, CRM Mobile Client Component consists of several

subcomponents to which a specific upgrade sequence applies. These dependencies

are explained in the corresponding component upgrade guides.

Further reference:Versions: For the latest component version and patch level

requirements, see the corresponding SAP Note (Release- & Information Note (RIN))

that is available for each SAP CRM server support package stack. For more

information, see SAP Note 1497032.

Procedure

StepAction[Required Documentation] Remark / Subsequent Step

1 Installation of SAP Solution Manager 7.0 EHP1 SP23 and ST-ICO 150_700 SP31 or upgrade to this version[Master Guide SAP Solution Manager 7.0 EHP1][Upgrade Guide – SAP Solution Manager 7.0 incl. Enhancement Package 1 <OS / DB>]

/

2 Upgrade of Frontend GUIs[Installation Guide – SAP Front End]

You can upgrade the front-end software as soon as you receive the upgrade package.

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StepAction[Required Documentation] Remark / Subsequent Step

For information about supported SAP GUI releases, see SAP Note 147519.

3 Upgrade of CRM Application Server ABAP and CRM Application Server Java [Upgrade Guide – SAP CRM 7.0 Including Enhancement Package 2 <Technology> on <Platform/OS>: <Database>]

/

4 Upgrade of SAP NetWeaver Search and Classification (TREX) to version 7.1[Upgrade - TREX 6.1 to TREX 7.0][Upgrade - TREX 7.0 to TREX 7.1]

/

5 Installation of SAP NetWeaver liveCache 5.0[Installation Guide – SAP NetWeaver liveCache]

/

6 Update of Groupware Connector to version 5.0

/

7 Deinstallation of the old Tealeaf release and installation of Tealeaf RealiTea 4.5You can download the Tealeaf software from SAP Service Marketplace at http://

service.sap.com/swdc DownloadSupport Packages and Patches Search for

Support Packages and Patches . Enter Tealeaf and start the search. You can find the program in the results list. The installation documentation is part of the Tealeaf software package.

/

8 Upgrade of SAP NetWeaver BW to version 7.02[Upgrade Guide – SAP NetWeaver 7.0 Business Intelligence]

/

9 Upgrade of SAP SCM Server to version 7.0

Optional

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StepAction[Required Documentation] Remark / Subsequent Step[Upgrade Guide – SAP SCM Server]

After the upgrade, copy the delta delivery Customizing to your test clients. For more

information about copying the delivery Customizing for SAP CRM, see SAP Note

337623. For more information about copying the delivery Customizing for SAP

NetWeaver, see SAP Notes 1142832 and 1361211.

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5 Migration from SAP CRM 5.0 to SAP CRM 7.0 EHP2

This documentation describes the functional migration from SAP CRM 5.0 to SAP

CRM 7.0 EHP2, taking the new user interface WebClient UI into account.

NOTE

In SAP CRM 7.0 EHP2, SAP GUI is only supported for administrative tasks. The

People-Centric UI (PC UI) is no longer supported. For more information, see SAP

Note 1118231.

■ If you upgrade from SAP CRM 5.0 to SAP CRM 7.0 EHP2, a technical upgrade

is available, but an automatic UI migration of customer-specific UIs

(including the underlying UI-related coding) is not possible.

■ If you upgrade from SAP CRM 5.2 or 2007 to SAP CRM 7.0 EHP2, an upgrade

is available and the customer-specific UIs remain intact and unchanged.

This section covers the migration from SAP GUI and People-Centric UI (PC UI) to

the new WebClient UI and describes functional enhancements and restrictions in SAP

CRM 7.0 EHP2 compared with SAP CRM 5.0.

NOTE

This section does not provide a complete inventory of functional changes

between SAP CRM 5.0 and SAP CRM 7.0 EHP2. If you require detailed information

about the changes between these releases, you can do the following:

■ See the release notes for SAP CRM 5.0 (see SAP Service Marketplace at

http://service.sap.com/releasenotes SAP Solutions SAP Customer

Relationship Management Release Notes SAP CRM 5.0 (SP 07) .

■ See the functional enhancements and restrictions of CRM 7.0 EHP2 listed in

this section.


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What Are the Main Upgrade Activities?

The upgrade to SAP CRM 7.0 EHP2 consists of the following activities:

■ Technical upgrade

■ Application component upgrade

■ Functional migration

How is the Migration Information Structured?

The migration information from the different key capabilities is based on the same

template containing the following sections:

■ Functional enhancements in SAP CRM 7.0 EHP2 compared with SAP CRM 5.0

■ Functional restrictions in SAP CRM 7.0 EHP2 compared with SAP CRM 5.0

■ Migration activities, including SAP Notes that you need to refer to

NOTE

For most of the business transactions, you need to apply SAP Note 1037748, which

describes how to display fields in the WebClient UI that have been enhanced in

Easy Enhancement Workbench (EEW).

For more information about the browsers that support SAP CRM 7.0 EHP2, see

SAP Note 1600364 .

RECOMMENDATION

Use a higher memory threshold if you run business scenarios that need more

memory space. For standard business scenarios, we recommend a memory

threshold of 70 MB. For business scenarios in marketing or trade promotion

management, we recommend a memory threshold of 100 MB.

You can enter the memory threshold in Customizing for Customer Relationship

Management under UI Framework Technical Role Definition Define Technical Profile .

5.1 Master Data

5.1.1 Accounts and Contacts

Enhancements

The following table shows functional enhancements in SAP CRM 7.0 EHP2 compared

with SAP CRM 5.0:


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Function in SAP CRM 5.0 5.0 UI Enhancement in SAP CRM 7.0 EHP2

Accounts Not available

Introduction of a life cycle stage for the account; the fields on the user interface depend on the user's selection.

EXAMPLE

If you select Prospect, you see different fields and assignment blocks to those you see if you select Customer.

Field-like and table-like enhancements are generated with Easy Enhancement Workbench (EEW).

SAP GUI, PC UI

The generation of BOL and WebClient UI requires a deep regeneration as well as the update of generated coding. This is triggered by starting the wizard for the enhancement again and running through all steps without making any changes.

NOTE

Do not click the Generate button instead since this will produce syntax errors in generated coding.

UI enhancements SAP GUI, PC UI

Label positioning is possible using configuration.You can display and hide additional fields from a pool of fields of the business object.

Restrictions

The following table shows functional restrictions in SAP CRM 7.0 EHP2 compared

with SAP CRM 5.0:

Function in SAP CRM 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2

Field-like and table-like enhancements are generated with Easy Enhancement Workbench (EEW).

SAP GUI, PC UI

Business data toolset (BDT) not supported (not reusable) in SAP CRM 7.0 EHP2; therefore, field and screen modification has changed.

Postal validation SAP GUI, PC UI

If a customer uses third-party software for postal validation, the implementation of interfaces for postal validation pop-ups is necessary.


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Migration Activities

Field-Like and Table-Like Enhancements

Regeneration is necessary for generation of BOL and WebClient UI.

UI Enhancements

Modification-free configuration with the UI configuration tool

New Enhancement Spots

To implement account and contact functionality in the WebClient UI, you can use

the new enhancement spots CRM_UIU_BP_ENHANCEMENT and

CRM_BUPA_IL_SEARCH, which include business add-ins (BAdIs) for the WebClient

UI. You find these BAdIs in Customizing for Customer Relationship Management under

Master Data Business Partner Accounts and Contacts Business Add-Ins .

SAP Notes

The following table shows the SAP Notes that you need to refer to if you want to

continue to use certain functions in SAP CRM 7.0 EHP2:

Note Number Short Description

999092 Field and screen modification

1017763 Pop-ups for postal validation

5.1.2 Products, Product Hierarchies, Objects, Partner/Product Ranges

Enhancements


with SAP CRM 5.0:


Maintenance transaction SAP GUI As in PC UI, maintenance is split for the different types of products: ■ Products (common search for product type

material and service, but maintenance of material only)

■ Service ■ Warranty ■ Competitor products


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■ Objects

Enhancing Products

■ To enhance products in the WebClient UI, you can use the following business

add-ins (BAdIs) in Customizing for Customer Relationship Management under Master

Data Products Business Add-Ins :

● BAdI: Maintenance of Additional Data in Product BOL

(CRM_PRODIL_ADD_DATA)

● BAdI: Enhancements in WebClient UI for Products

(CRM_PRODIL_UIU_BADI)

■ To enhance standard searches with search parameters for fields in set types, see

SAP Note 1026956.

■ To add important fields to the header area of the WebClient UI and make them

visible at first glance, see SAP Note 1088910.

■ UI generation of customer-specific relationships

The appropriate BOL layer entries can be generated; the views need to be

manually developed and integrated into the product application.

NOTE

For more information about how to add new fields and set types, see SAP Library

for Customer Relationship Management at Master Data Products Concepts Set

Types and Attributes Definition of Set Types and Attributes/Creating UI Configuration for Set

Types .

Restrictions

The following tables show functional restrictions in SAP CRM 7.0 EHP2 compared

with SAP CRM 5.0:

Restrictions for Products


Concept of inactive products SAP GUI No longer supportedTo block a product for business transactions, you need to set the status to locked; inactive products need to be set to


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Function in SAP CRM 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2active in SAP GUI, before they can be changed in the WebClient UI.

Display of related business documents (BDocs)

SAP GUI No longer supported

Recategorization of products SAP GUI Only available in SAP GUI

Display data for date/time in the past (this does not refer to change documents)

SAP GUI No longer supportedThe change history allows a detailed view of the changes.

UI generation of relationships between products and business partner/product

SAP GUI BOL entries are generated for the WebClient UI; the user interface is not generated.

Restrictions for Product Hierarchies


Definition of default values and value restrictions with regard to the maintenance of product categories

SAP GUI The new template functionality can be used to define default values on category level; to define value restrictions, values can only be set in the attribute definition.

Restrictions for Partner/Product Ranges


Listing functionality for partner/product ranges (PPRs): specific view on PPR reporting and maintenance adapted to the specific needs of the consumer products (CP) industry

SAP GUI Only generic PPR maintenance can be used.


Object Fact Sheet

The environment for Customizing and configuration of a fact sheet is provided in

SAP CRM 7.0 EHP2. The appropriate steps have to be performed for the object fact

sheet. Additionally, the required fact sheet views need to be developed and assigned

to this object fact sheet.

SAP Notes




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1026475 UI layout ■ In SAP CRM 7.0 EHP2, only those relationships that are explicitly assigned

to the categories are visible in the UI.In SAP GUI, combined screens exist.

EXAMPLE

You access product HT-001. In the Accessories screen, a subscreen is included that shows the accessories of HT-001. A second subscreen is included that shows the products to which HT-001 is an accessory. In SAP CRM 7.0 EHP2, such screens are displayed as two separate assignment blocks, which have to be assigned explicitly to the categories.

■ Since the WebClient UI does not support tab pages, the assignment of views and positions is no longer evaluated.

1022554 Generation of PC UI table entriesWith this note, the generation of PC UI table entries is no longer executed.

5.1.3 Installed Bases

Restrictions


with SAP CRM 5.0:


Display of detail data for the products

SAP GUI, PC UI

You can navigate via hyperlink to the complete data.

Maintenance of specific data for the (individual) object

SAP GUI, PC UI

You can navigate via hyperlink to the complete data.

No display of installed bases at a specific point in time

SAP GUI Not available

Structure of an installed base – assigned as component – not visible in the installed base in focus

SAP GUI You can navigate via hyperlink to the complete data.

Parallel display of two installed bases, one beside the other, and moving objects between both (transaction IB54)



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Fact sheet PC UI The reporting is performed in different assignment blocks in the application.

Attachments SAP GUI, PC UI

The following functions are not supported: ■ Document tree structure ■ Document versioning ■ Where-used list

5.2 Sales

5.2.1 Sales Order Management, CRM Billing

Enhancements


with SAP CRM 5.0:


Price change approval workflow Not available

New function

Credit analyst workbench Not available

New function

Package quotation Not available

New function

Restrictions


with SAP CRM 5.0:


Inquiry processing SAP GUI Not available

Partial transaction processing (sales order, sales quotation, and sales contract)


Combination of quotation and order items in one document


Incentive and commission management

SAP GUI, PC UI

Not available


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Reference objects on sales order item level

SAP GUI Not available in WebClient UI

Partners on sales order item level SAP GUI Ship-to party, payer, and bill-to party are available in the business context (assignment blocks Shipping and Billing); no separate assignment block for Parties Involved.

Account fact sheet (AFS) SAP GUI Not available in WebClient UI

Commodity pricing SAP GUI, PC UI

Not available

5.2.2 Opportunities, Listings, Territory Management, Organizational Management

Restrictions


with SAP CRM 5.0:


Opportunities SAP GUI, PC UI

The following functions are not supported: ■ The hierarchy on item-header level;

only the hierarchy on header-header level is supported, which is visualized as a simple list.

■ Competitor products ■ Document flow on item level ■ Project integration with Product

Lifecycle Management (PLM) in Collaboration Projects (cProjects)

Listings SAP GUI, PC UI

■ Listing maintenance: Personalization of dynamic fields is not supported.

■ Listing reports: The function Save Search As is not supported.

Territory management SAP GUI ■ It is not possible to assign employees to a territory when you use the input help of the Employee field; this is now possible with the input help of the Position field.


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■ The number of objects for a territory is not displayed.

Organizational management SAP GUI ■ New territories cannot be assigned from the organizational model; assignment is only possible via territory management; from the organizational model you can only see the existing assignments.

■ In the assignment block, the corresponding SAP ERP sales organization is no longer displayed; this is now done in CRM Customizing.

5.2.3 Account Planning

Enhancements


with SAP CRM 5.0:


Customizing Not available

Action profile is assigned as default value in Customizing.

Customizing Not available

Business Warehouse (BW) analysis can be viewed within an account plan.

Change history Not available

Change history function is available for account plan.

Status Rejected Not available

New system status Rejected is available; it locks the account plan and deletes the associated condition records.

Flex front end Not available

All integrated planning applications have a flex front end in SAP CRM 7.0 EHP2; this change is performed in the Planning Services infrastructure. However, the flex UI is only available with SAP NetWeaver Business Warehouse (BW) 7.0. SAP CRM 7.0 EHP2 and the BI 3.5 UI are automatically


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Function in SAP CRM 5.0 5.0 UI Enhancement in SAP CRM 7.0 EHP2switched to the current HTML control. For more information, see SAP Note 1072595.

Restrictions


with SAP CRM 5.0:


BAdI CRM_ACC_PL, method AUTHORITY CHECK

PC UI The method AUTHORITY_CHECK is no longer called for the result list. There is no workaround possible at the moment; instead, use Easy Enhancement Workbench (EEW).

BAdI CRM_ACC_PL SAP GUI, PC UI

New BAdI methods CHECK_BEFORE_SAVE and GET_DROPDOWNBOX_VALUE

Customizing SAP GUI, PC UI

The delivery Customizing for planning profile groups has been changed: Plan Basis is no longer used; it has been replaced by Product Planning Basis.

Partner/product range (PPR) check on person responsible

SAP GUI, PC UI

The PPR check is only performed on the planning account and product/product category; it is no longer performed on the person responsible.

5.2.4 Mobile Sales

Enhancements


with SAP CRM 5.0:


Quotation and order management Mobile client Additional Customizing is necessary.

Quotation and order management: rough stock information

Mobile client Additional Customizing is necessary.

Quotation and order management: sales-area dependent transaction types



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Quotation and order management: cockpit


Restrictions


with SAP CRM 5.0:


Account planning Mobile client The account planning data persists only in SAP NetWeaver Business Warehouse (BW); there is no data present on the CRM server. There is also no automatic conversion of previous account plans created in SAP CRM 5.0; these account plans are only accessible via reporting.

5.3 Service

Enhancements

The following table shows functional enhancements in all service transactions in SAP

CRM 7.0 EHP2 compared with SAP CRM 5.0:


Role concept SAP GUI, PC UI

The Service Professional role combines the functions of the former Service Manager and Service Representative roles.

Multilevel categorization SAP GUI, PC UI

Used in all service transactions

Screen sequence control SAP GUI Screen sequence control is no longer supported; new unified way to customize the WebClient UI.

Restrictions

There are no functional restrictions in the service transactions in SAP CRM 7.0 EHP2

compared with SAP CRM 5.0.


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Multilevel Categorization

In SAP CRM 5.0 (SAP GUI and PC UI), users could use subject codes to classify the

header and items of service transactions. In SAP CRM 7.0 EHP2, the use of subject

codes is no longer supported. Instead, you need to create categorization schemas. A

categorization schema is a hierarchical structure that can be defined flexibly within

the category modeler. It can be created for the following applications:

■ Cases

■ Complaints

■ Returns

■ In-house repairs

■ Service orders

■ Service order quotations

■ Service order templates

■ Service confirmations

■ Warranty claims

A subject profile is then assigned to the categorization schema. When you create the

different nodes of a hierarchy structure, the subject codes that are available within

the subject profile that you have assigned to the schema need to be mapped to these

nodes.

CAUTION

If you implement Mobile Service in SAP CRM 7.0 EHP2, the categorization

schemas are not supported on the client; instead, the previous use of subject codes

is still supported. To avoid inconsistencies between CRM mobile and CRM online,

all subject codes that are part of the subject profile assigned to the categorization

schema of a specific application need to be mapped to a node in the schema.


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5.3.1 Complaints and Returns, In-House Repair Orders

Enhancements


with SAP CRM 5.0:


Search for complaints, returns, and in-house repairs

SAP GUI, PC UI

User-defined search variants are now available.

Maintenance transaction SAP GUI, PC UI

The three types are now divided into three applications that provide optimized UI configuration: complaints, returns, and in-house repairs.

Advanced search for reference documents

SAP GUI The search for reference documents covers both internal and external document types.

5.3.2 Service Orders, Service Contracts, Warranty Claim Processing

Restrictions

The following tables show functional restrictions in SAP CRM 7.0 EHP2 compared

with SAP CRM 5.0:

Restrictions for Service Orders, Service Contracts, and Warranty Claim Processing


Item hierarchy tree SAP GUI, PC UI

Not supported

Service monitor SAP GUI Only supported in SAP GUI

Action monitor SAP GUI Only supported in SAP GUI

Subject codes SAP GUI, PC UI

Not supported; subject code catalogs have been replaced by the category modeler.

Restrictions for Service Orders and Service Contracts


Service order quotations SAP GUI, PC UI

Converting service order quotations to service orders by using statuses is not


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Function in SAP CRM 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2supported; to create a service order from a service order quotation, a follow-up transaction needs to be created.

Restrictions for Service Contracts


Service level agreement (SLA) profile administration

SAP GUI, PC UI

The administration transaction (CRMD_SERV_SLA) Maintain Availability and Response Times remains in SAP GUI.

5.3.3 Case Management

Enhancements


with SAP CRM 5.0:


Case closing SAP GUI, PC UI

In cases, you can now close assigned business transactions; Customizing tables are available to define rules for when and how a case closing starts the closing of the dependent transactions.

Restrictions


with SAP CRM 5.0:


Action monitor SAP GUI Only supported in SAP GUI

5.3.4 Mobile Service

Restrictions


with SAP CRM 5.0:


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Assignments Mobile client Available on the mobile client, but not supported in SAP CRM 7.0 EHP2 online

Multilevel categorization Mobile client Used in all service transactions in SAP CRM 7.0 EHP2 online; the former use of subject codes is still supported only on the mobile client.


Product Service Letter

Remove the relevant product service letter titles and fields from the mobile client.

Usage-Based Billing

Remove the relevant usage-based billing titles and fields from the mobile client.

Object Structure

Remove the relevant object structure titles and fields from the mobile client.

Assignments

Remove the relevant assignment titles and fields from the mobile client.

Multilevel Categorization

For more information about multilevel categorization, see Service [page 96].

5.4 Marketing

5.4.1 Marketing Plans and Campaigns

Enhancements


with SAP CRM 5.0:


Customizing Not available Status profile, action profile, and communication medium are assigned as default values in Customizing.

Campaign execution Not available All assigned segments are transferred to channel (for example, e-mail) when you click Start.


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Enhancement spot CRM_MKTPL with several BAdIs

Not available Based on the introduction of a new object layer architecture, new BAdIs have been introduced: ■ The BAdIs CRM_MKTPL_OL_APP

and BCRM_MKTPL_OL_OBJ replace BAdI CRM_MKTPL.

■ The new BAdI CRM_MKTPL_OL_ASG allows you to build enhancements for assignments.

■ The new BAdI CRM_MKTPL_SEARCH allows you to build enhancements for the search.

Restrictions


with SAP CRM 5.0:

Function in SAP 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2

BAdI CRM_MKTPL SAP GUI, PC UI

Due to changes in architecture (object layer), the old BAdI CRM_MKTPL is no longer supported. It is replaced by the two BAdIs CRM_MKTPL_OL_APP and CRM_MKTPL_OL_OBJ.The example implementation CL_EXM_CRM_MKTPL_WRAPPER can help you to convert the old implementation to the new implementation. This implementation can even be used to connect the new BAdIs to the old BAdI; however, this is not recommended.

BAdI CRM_MKTPL, method AUTHORITY CHECK

PC UI The method AUTHORITY_CHECK is no longer used for the result list for performance reasons; you can either use the Access Control Engine (ACE) or BAdI method CHANGE_QUERY_RESULT in CRM_MKTPL_SEARCH instead.

BAdI CRM_MKTPL_KPI_BADI SAP GUI, PC UI

Since the key figure planning integration has been redesigned, the BAdI CRM_MKTPL_KPI_BADI is not called


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Function in SAP 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2anymore; it has been replaced by BAdIs CRM_KFP_BADI and CRM_KFP_COMP_BADI.

Business Warehouse (BW) reports SAP GUI, PC UI

BW reports assigned to planning profile groups are not evaluated anymore for marketing plans and campaigns.

Customizing SAP GUI The Customizing settings for column number, column width, and text width for distributions are not evaluated anymore.

ERP integration SAP GUI, PC UI

The ERP integration type Online is not available anymore. Only the ERP integration via middleware is supported.


The standard Customizing for planning profile groups has changed: ■ Workflow profiles from 4CO1 and

4CO2 removed ■ Business partner planning profile

moved from 4MKT to 4CP1 ■ Planning profile group SAP1 removed ■ New key performance indicator (KPI)

removed

Key figure planning SAP GUI, PC UI

Old style key figure planning in SAP List Viewer (ALV) is not supported anymore.

Budgeting SAP GUI Top-down budgeting in Microsoft Excel is not supported anymore.

Success key measure planning SAP GUI, PC UI

Success key measure planning is not supported anymore.

Hierarchy SAP GUI, PC UI

The creation of a campaign or campaign elements below campaign elements is no longer possible.

Segment partner function SAP GUI, PC UI

The segment partner function is no longer available (BOL/GENIL exists, but no UI component).

Search function SAP GUI, PC UI

Search results do not include objects of the following types: campaign element, marketing plan element, and trade promotion element.


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5.4.2 Segmentation


To display target group members, you need to adapt business add-in

CRM_MKTTG_SEG_MEM_EX.

EXAMPLE

See method SELECT_TG_MEMBER_DETAILS of class

CL_DEF_IM_CRM_MKTTG_SEG_MEM_EX for variable value FLT_VAL = '51'.

As of SAP CRM 7.0, ranges for certain number range objects must be created manually

in each client that uses the segmentation application. For more information, see SAP

Note 1565886.

5.4.3 External List Management


Mapping formats created in earlier releases need to be migrated before they can be

used in SAP CRM 7.0 EHP2. Transport of mapping formats is not included in the

application anymore. Instead, you need to use the marketing export tools in SAP GUI.




976438 Migration of existing mapping formats

1025569 Copying new mapping formats

5.4.4 Mail Forms

Restrictions


with SAP CRM 5.0:


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Letter as direct channel SAP GUI Letter is no longer supported as a direct channel; sending letters should be performed via export channel.

PDF format SAP GUI PDF format is no longer supported.

Mail templates SAP GUI Mail templates are no longer supported.

Address administration SAP GUI, PC UI

Automatic address administration via address node is no longer supported.


Since SAP Smart Forms are not technologically supported for mail forms anymore,

you can no longer use existing mail forms. Therefore, you need to create new mail

forms.

5.4.5 Trade Promotion Management

Enhancements


with SAP CRM 5.0:


Customizing SAP GUI Status profile and action profile are assigned as default values in Customizing.

Customizing SAP GUI Customizing for Define Parameters for BI Analysis was adapted for the WebClient UI.

Product hierarchy promotion Not available

Promotions can be planned for product category, product group, or product segment without the need to explode to the product level.

Restrictions


with SAP CRM 5.0:


BAdI CRM_MKTPL SAP GUI, PC UI

Due to changes in architecture (object layer), the old BAdI CRM_MKTPL is not


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Function in SAP CRM 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2supported any longer; it is replaced by the two BAdIs CRM_MKTPL_OL_APP and CRM_MKTPL_OL_OBJ. The example implementation CL_EXM_CRM_MKTPL_WRAPPER can help you to convert the old implementation to the new implementation. This implementation can even be used to connect the new BAdIs to the old BAdI; however, this is not recommended.

BAdI CRM_MKTPL, method AUTHORITY_CHECK

PC UI The method AUTHORITY_CHECK is no longer called for the result list; no workaround is possible at the moment; use Easy Enhancement Workbench (EEW) instead. Trade promotion management uses Access Control Engine (ACE) to filter search results.

BAdI CRM_MKTPL_KPI_BADI SAP GUI, PC UI

Since the key figure planning integration has been redesigned, the BAdI CRM_MKTPL_KPI_BADI is not called anymore. It has been replaced by the BAdIs CRM_KFP_BADI and CRM_KFP_COMP_BADI.

ERP integration SAP GUI, PC UI

ERP integration type Online is not available anymore. Only ERP integration via middleware is supported.


Delivery Customizing for planning profile groups has been changed; the new key performance indicator (KPI) has been removed.

Key figure planning SAP GUI, PC UI

Old-style key figure planning in SAP List Viewer (ALV) is no longer supported.

Budgeting SAP GUI Top-down budgeting in Microsoft Excel is no longer supported.

Success key measure planning SAP GUI, PC UI

Success key measure planning is no longer supported.


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Hierarchy SAP GUI, PC UI

Creation of trade promotions or trade promotion elements below trade promotion elements is no longer possible.An existing marketing project cannot be assigned to another marketing project (only to a link in the parent field, but there is no Add button in the hierarchy).

Segment partner function SAP GUI, PC UI

The segment partner function is no longer available.

Search function SAP GUI, PC UI

Search results do not include objects of the following types: campaign element, marketing plan element, and trade promotion element.

Copy function SAP GUI, PC UI

The advanced copy function has been enhanced compared to SAP CRM 5.0.

Mass change PC UI Mass change options have been enhanced compared to SAP CRM 5.0.

Trade promotion execution SAP GUI, PC UI

The execution function is limited to the activity.

Customer defaults PC UI The promotional calendar is no longer supported.

5.5 Interaction Center

Enhancements


with SAP CRM 5.0:


Standard responses SAP GUI ■ New standard response editing page in the IC Manager role

■ Insert agent signatures using attributes in mail form tool

Alerts SAP GUI ■ New alert editing tool in the IC Manager role (WebClient UI) instead of in the Customizing activity

■ Alerts are now part of the new intent-driven interaction guidance.



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Rule modeler PC UI ■ New application for rule modeler in WebClient UI

■ New program CRM_RULE_TRANS to transport rule policies and rules

Interactive scripting IC WebClient UI

Navigation concept has changed

Activity clipboard IC WebClient UI

■ Customizing has been enhanced for more flexibility

■ The clipboard now offers a customizable number of columns and supports up to five columns.

Intent-Driven Interaction (IDI)

NOTE

The IDI is available as of SAP CRM 5.1.

Not available

■ Intent-driven interaction guidance ■ Interaction modeling and evaluation

Account identification IC WebClient UI

■ Address validation and duplicate check

■ Do not contact indicator available in More Fields link

■ Index-based search ■ Mixed B2B and B2C account

identification ■ Option to search and create related

business partner (BP) for identified account

■ iBase search is no longer the only view that can be embedded into the right-hand side of the account identification page. Customizing is now available to integrate iBase or other components.

Product IC WebClient UI

■ Product registration allows the integration of objects.

■ Product search and result list enhanced

■ Product search based on product catalog



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Multichannel communication IC WebClient UI

■ Dual tone multifrequency tones (DTMF) enabled

■ Display and maintenance of contact-attached data

■ Pushing ERMS e-mails to agents enabled

■ Monitoring statistics from multiple telephony systems

■ Presence-availability of agents when transferring interactions

■ Simple telephony integration ■ IC toolbar now supports icons.

Interaction record IC WebClient UI

Allow auto or manual dialog boxes if the interaction record has multiple organizational units and partners based on the Customizing settings

ERP sales order IC WebClient UI

Listing is added to the product proposal BAdI for IC ERP sales order.

Service order/service ticket/lead IC WebClient UI

■ Dialog box for organizational data selection

■ Order can be created without first confirming an account ID

Complaint/sales order/lead IC WebClient UI

Automatic dialog boxes can be configured for organizational unit selection and partner selection.

Complaint/Sales Order/Lead IC WebClient

Automatic dialog boxes can be configured for organizational unit selection and partner selection

Restrictions


with SAP CRM 5.0:


Scratch pad IC WebClient UI

Scratch pad needs to be closed before importing content.



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Alerts IC WebClient UI

No default alerts are provided.

Launch transaction PC UI PC UI-based launch transaction is no longer supported.

Service ticket IC WebClient UI

There is a service message view that has not yet been implemented.


Rule Modeler

Complex PC UI-based value help is no longer supported. This has been replaced by

value help based on ABAP search help. If you have enhanced the rule repository with

your own attributes or actions, you need to adjust your coding to support ABAP

search help.

Simple PC UI-based value help is no longer supported. By default, this is now displayed

as dropdown list boxes. If you have enhanced the rule repository with your own

attributes or actions and do not want to use dropdown list boxes for specific value

help, you need to adjust your coding to use ABAP search help.

Interactive Scripting

Recreate SAP CRM 5.0 scripts that used navigation, in SAP CRM 7.0 EHP2.

Custom Views and Controllers

Custom views and controllers from SAP CRM 5.0 do not work with the SAP CRM

7.0 EHP2 framework. Re-create all custom views and their corresponding controllers

in the component workbench (transaction BSP_WD_CMPWB).

Standard Responses

Recreate all standard responses with the new editor.

Alerts

Recreate alerts with the new editing tool. No standard alerts are delivered with SAP

CRM 7.0 EHP2.



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Launch Transaction

Regenerate launch transaction in transaction CRMC_UI_ACTIONWZ.

Activity Clipboard

Make Customizing settings for the activity clipboard in the new view cluster

CRMC_UI_CLIP.

Navigation Bar

Make Customizing settings for the navigation bar in transaction

CRMC_UI_NBLINKS.

IC Profile

The IC profile is now called business role and is maintained in transaction

CRMC_UI_PROFILE.

Account Identification

Specify the account identification profile, submenu object components, and iBase

component and select the auto search. The search approach that was previously

maintained in the account identification profile, fields IB_PARTNER, is now selected

here.

5.6 CRM Web Channel

The naming of the key capability CRM E-Commerce was changed to CRM Web

Channel. For more information about the new naming, see SAP Note 817119.

In CRM Web Channel, many applications are Java-based (JSP UI) with exception of

the Web catalog management, which was converted to the CRM WebClient UI.

Enhancements


with SAP CRM 5.0:


Web catalog management JSP UI ■ The Web Channel Manager role contains the work center Catalog Management.


5.6 CRM Web Channel

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■ Catalog staging via the work center Catalog Management in the Web Channel Manager role

■ Use of the SAP TREX API programming interface instead of SRET API

Roles with administrative and business functions related to CRM Web Channel

SAP GUI Web Channel Manager role

Business scenario: Contract Management

SAP GUI The following user status profiles for the contract negotiation process are delivered: ■ CRMECOCN: user status profile for

the contract header ■ CRMECN_I: user status profile for the

contract items

Business scenario: Quotation and Order Management in CRM Web Channel

JSP UI New business process Sales Order Processing B2C for Service Providers in CRM Web Channel. This process covers: ■ Selling packages, rate plans,

incentives, and enabling products ■ Collecting technical data ■ Automatic contract creation for rate

plan items

Business process: Sales Order Processing B2B in CRM Web Channel

JSP UI ■ Dynamic field control for orders ■ Search for items in orders, quotations,

and order templates

Business process: Sales Order Processing B2C in CRM Web Channel

JSP UI ■ Enhancements of the B2C Web shop UI: catalog navigation, Web shop header, mini shopping basket, shopping basket, scale price display

■ Verification word for integration with Interaction Center

Business process: Browsing for and Selecting Products in B2C CRM Web Channel

JSP UI ■ Additional way to display products in product catalog via block view

■ Paging through list of (special and personalized) offers on Web shop home page

■ Display of number of pages in catalog area browsing


5.6 CRM Web Channel

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Business process: Browsing for and Selecting Products in B2C CRM Web Channel – Configurable Material in Product Catalog

JSP UI Inline configuration display in block view of product display in product catalog

Business process: Sales Order Processing B2C in CRM Web Channel

JSP UI ■ Interaction Center mode ■ New text types Eye-catcher text and Price

eye-catcher text for display in product catalog and in product details (only Price eye-catcher text)

Business process: Sales Order Processing B2C in CRM Web Channel – Special Prices

JSP UI Strike-through prices in product catalog display (available for IPC prices and list prices)

Business scenario: Catalog Management

JSP UI Usage of packages and products with dependent components in catalog management

Business scenario: Quotation and Order Management with CRM Web Channel

JSP UI New business process Sales Order Processing B2B with ERP Order in CRM Web Channel

Business scenario: Quotation and Order Management with CRM Web Channel

JSP UI New business process Loyalty Management with CRM Web Channel

Catalog management in CRM N/A ■ Enterprise Service bundle Product Catalog Processing with CRM

■ Web services for the runtime product catalog

Restrictions


with SAP CRM 5.0:


Catalog management in CRM JSP UI ■ The Web catalog management application has been replaced by the Catalog Management work center that is available with the Web Channel Manager role in SAP CRM.

■ The SAP TREX API programming interface replaces the SRET API interface that was used in SAP CRM 5.0.


5.6 CRM Web Channel

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Catalog XML export: download option to save to local drive

SAP GUI The catalog XML export download option to save to local drive saves to the application server drive only.

Contract negotiation: status change for all/selected items from the contract inquiry on header level

SAP GUI Contract negotiation is no longer delivered. For more information, see SAP Note 1457223.

CRM business package for SAP NetWeaver Portal

Portal The Change Password iView is no longer available in the Customer portal role; the password can now be changed via personalization in SAP NetWeaver Portal.The iViews for Internet telephony (IT) and callback are not available in the Customer portal role in SAP CRM 7.0 EHP2.

Business process: Live Web Collaboration

JSP UI The following features are not available anymore, because the IC WinClient is no longer supported: multi chat, Internet telephony, telephone callback.


Sales Order Processing B2C in CRM Web Channel: Special Prices

When you want to use existing Web shops, make sure that in the shop definition in

the Web shop management, a value is entered for the Controlling Price Determination in the

Catalog parameter. Additionally, if Internet Pricing and Configurator (IPC) prices are

used, a pricing procedure similar to the standard example pricing procedure 0IST02

needs to be set up and used in the Web shop.

If list prices are used in the Web shop in the catalog variant, a condition needs to be

maintained for special prices.

Catalog Management in CRM

■ Replacement of the Web catalog management

● Assign the authorization role (PFCG role) to the Web Channel Manager business

role in transaction SU01.

● Assign the Web Channel Manager business role to the business users who need

access to the Catalog Management work center in the CRM WebClient UI.


5.6 CRM Web Channel

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■ Replacement of the programming interface SRET API with SAP TREX API

You need to make the necessary settings in Customizing for Customer Relationship

Management under Master Data Product Catalog Define Catalog Variant Indexing .

■ Catalog indexing (formerly known as catalog replication from SAP CRM to SAP

TREX)

If you want to continue to use the catalog indexing method used in SAP CRM

5.0, choose No Staging: Overwrite Index Immediately (SAP TREX-API) in the

Customizing activity Define Catalog Variant Indexing under Customer Relationship

Management Master Data Product Catalog . If you want to ensure that your Web

shop is always available, choose No Staging: Overwrite Index After Indexing (SAP TREX-

API). If you want to use the catalog staging additionally, choose Staging (SAP

TREX-API).

Catalog XML Export: Download Option to Save to Local Drive

Existing export profiles need to be adapted to the application server files.

SAP Notes




980915 XML Export

988965 Proxy Error Message

5.7 Partner Channel Management

Enhancements


with SAP CRM 5.0:


Activity management Not available

New transaction types for interaction logs

Partner management Not available

New workflow to delete users



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New role PRCONT – Partner Contact


Business partner role Channel Partner is automatically assigned during creation.

Account management Not available

New partner-specific UI for the maintenance of account contacts

Further partner UIs Not available

New UI configurations for the display of products and internal employees of partners

Market development funds Not available

The Partner Channel Management solution now supports the process of market development funds. The roles for Channel Manager and Partner Manager have been extended by several applications.

Rule-based employee assignment to channel partners

Not available

Partner management now contains a button to assign a channel manager to a channel partner based on certain rules.

User assignment to company contacts in the Channel Partner role

Not available

The Company Contacts application has been extended in such a way that information can be maintained.

New Authorization Object to Control Business Partner Roles

In SAP CRM 7.0 EHP2, the authorization object CRM_BPROLE controls the change

access to business partner roles. This is useful to restrict the access of external users.

The authority check is deactivated by default. You need to activate it by using a BAdI

in Customizing for Customer Relationship Management under Master Data Business Partner

Accounts and Contacts Business Add-Ins Implementation: Filtering of BP Roles by Authorization

Check.

Rule-Based Employee Assignment

The Assign Employee button has been introduced in partner management. It allows the

automatic assignment of channel managers to channel partners. For more

information, see Customizing for Customer Relationship Management under Master Data

Business Partner Accounts and Contacts Rule-Based Assignment of Employees.

The button is only visible when the employee assignment is switched on.



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Restrictions


with SAP CRM 5.0:


Partner Employee role PC UI The Partner Employee role is not available; the My Profile application is not available in the WebClient UI.


Integration of Web Channel Applications into the WebClient UI

The business role for the external partner manager user includes several Web Channel

applications. Due to the switch from SAP NetWeaver Portal to the WebClient UI, the

settings for the integration of Web Channel applications have changed. For more

information about the new settings, see Customizing for Customer Relationship

Management under Partner Channel Management Basic Settings Activate Links from CRM

WebClient UI to CRM Web Channel Applications .

Change in Partner Functions for Business Activities

To harmonize the partner functions that are used for activities and tasks, one partner

function has been changed in the partner determination profile 00000046 – CHM

Bus.Activities (Partner). Instead of partner function 00000022 Person Responsible, partner

function 00000014 Employee Responsible is now used.

Activity Transaction Types for Interaction Log

In SAP CRM 7.0 EHP2, the following activity transaction types are available:

■ SCCP Partner Report

■ SCPO Channel Report

Request to Brand Owner

The request-to-brand owner approach has been changed slightly compared with SAP

CRM 5.0. The transaction type CHM4 has been introduced to support this function.

Changed Request for Qualification

In SAP CRM 4.0, in the request for qualification, surveys were used to capture

qualification-specific data. Since SAP CRM 5.1, surveys are not used anymore. Instead,



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the new transaction type CHM3 was introduced. Transaction type CHM2 is now

obsolete.

New Partner Contact Role

In SAP CRM 5.2, the new business partner role PRCONT – Partner Contact was

introduced. This role allows you to improve separating employees of channel partners

from other contacts. The applications Partner Contacts (for the channel manager) and

Company Contacts (for the partner manager) filter on this business role.

NOTE

If you have existing partner contact records in your system, you need to assign

them to the new business partner role PRCONT.

Channel Partner Role

Since SAP CRM 5.2, channel partners are automatically assigned the business partner

role Channel Partner when they are created in the system. This role allows you to improve

separation of channel partners from other accounts.

New Workflow to Delete Users

In SAP CRM 5.2, the workflow WS53000005 CHM_DELUSER was introduced.

In the Channel Management business scenario, the brand owner, together with

external companies called channel partners, uses the CRM system. To give employees

of these external companies access to the brand owner system, they have users in this

brand owner system.

These users are always assigned to a business partner that represents the channel

partner employee in the CRM brand owner system. Every channel partner employee

(his or her business partner) has a relationship is contact of to a channel partner

company.

NOTE

If this relationship is deleted, you need to check whether the user related to the

channel partner employee also needs to be deleted in the brand owner system.

However, the user is not deleted automatically, but a decision of the brand owner

employee responsible (for example, channel manager) is required. This decision

process is provided via the business workflow WS53000005 CHM_DELUSER.



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You need to make the following settings for this business scenario:

■ Activate start event linking for WS53000005 in Customizing of CRM in

transaction OOCU.

■ Assign agents for the Delete user decision task TS53007922, for example, based on

the authorization role for the Channel Manager role in Customizing of CRM in

transaction OOCU.

■ Activate the BAdI implementation CRM_CHM_BUPA_UPD of the BAdI

PARTNER_UPDATE.

User Assignment in Channel Manager Role

In SAP CRM 4.0, the Web Channel user management was integrated in the Channel

Manager role. Since SAP CRM 5.2, the channel manager can maintain the user data in

the partner contacts application. Additionally, the Web Channel user management

is available in the Channel Manager role as hidden application.

User Assignment in Partner Role

In addition to the Web Channel user management application, the Company Contacts

application now contains an assignment block that allows you to maintain user data.

Changed User Management for External Users

Up to SAP CRM 5.0, the CRM Web Channel user management in the Enterprise Portal

was used for the channel manager and the partner manager. The external partner

users were created in this application. In SAP CRM 7.0 EHP2, the CRM Web Channel

user management is no longer displayed by default in the CRM business roles or in

the Channel Manager and Partner Manager portal roles. Instead, the applications Partner

Contact (in the Channel Manager role) and Company Contact (in the Partner Manager role)

contain theUser assignment block. You can now create or update user data in this

assignment block. The assignment block functions are similar to the CRM Web

Channel user management application.

Only if you use Partner Channel Management in the Enterprise Portal, is there a gap

compared to SAP CRM 5.0. The CRM Web Channel user management application

offers special functions to synchronize back-end users in the CRM server with the

SAP User Management Engine (UME) user in the Enterprise Portal. This



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synchronization is missing when you use the User assignment block. In this

assignment block, you can only create a user in the CRM server.

If you want to user the CRM Web Channel user management for the Channel

Manager and Partner Manager business roles, you need to:

1. Include the CRM Web Channel user management in the Channel Manager and

Partner Manager business roles. Both business roles already contain the logical links.

These links are hidden by default.

2. Change the UI configuration for the Partner Contact and Company Contact applications

to exclude the assignment block User.

Obsolete Customizing Settings

In the Customizing activity Customer Relationship Management Partner Channel Management

Basic Settings Define Copy Control for Order Processing the column Application is obsolete.

This column will be removed in a future release.

SAP Notes




1138855 Partner Channel Management Authorization Roles

1111654 Partner Channel Management Upgrade from CRM 5.0

1119251 Partner Channel Management Upgrade: New BP role PRCONT

1119661 Partner Channel Management Upgrade: Regenerate PDF

5.8 Cross-Application Components

5.8.1 Fact Sheet

SAP CRM 7.0 EHP2 contains the necessary environment for customizing and

configuration of fact sheets. If you have assigned your own views to the account fact

sheet in SAP CRM 5.0, you need to develop these views again in SAP CRM 7.0 EHP2

and assign them to the account fact sheet in SAP CRM 7.0 EHP2. If you have created

your own fact sheet in SAP CRM 5.0, you need to perform the necessary customizing



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and configuration of this fact sheet in SAP CRM 7.0 EHP2. Additionally, you need to

develop the necessary fact sheet views and assign them to this fact sheet in SAP CRM

7.0 EHP2.

For more information about fact sheets, see SAP Library for Customer Relationship

Management at WebClient UI Framework Fact Sheet .

5.8.2 Groupware Integration

You can migrate from the Java-based MapBox used in SAP CRM 5.0 to the ABAP-

based MapBox used in SAP CRM 7.0 EHP2. For more information about the migration,

see SAP Library for Customer Relationship Management at Data Exchange and Mobile

Technologies CRM Integration Services Groupware Integration Guide Server-Based Groupware

Integration Migration of GWI Data to the ABAP-Based MapBox .

5.8.3 MS Office Integration

If you have created your own templates in SAP CRM 5.0, you can adapt these templates

in SAP CRM 7.0 EHP2 with little effort. The data for the templates is provided by a

Web service that reads the data from a back-end and not from the user's screen. To

use MS Office Integration in SAP CRM 7.0 EHP2, you need Microsoft Office

Professional 2003, Microsoft Office Professional 2003 Enterprise, or Microsoft Word

2003 core program, or higher versions.

For more information about the MS Office Integration, see SAP Library for Customer

Relationship Management at Basic Functions Template Designer .

5.8.4 Web Services

The existing Web services in SAP CRM 5.0 can also be used in SAP CRM 7.0 EHP2. If

you want to create new Web services in SAP CRM 7.0 EHP2, you can access the Web

services tool from the Service Professional (SERVICEPRO) business role in the work center

Service Operations.



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For more information about the Web services tool, see SAP Library for Customer

Relationship Management at Basic Functions Web Services .

5.8.5 Portal Integration

With SAP CRM 7.0 EHP2, the WebClient UI has been integrated into SAP NetWeaver

Portal. You can run SAP CRM 7.0 EHP2 with all features in the portal. Every CRM

application is displayed in one portal page. In comparison to prior releases, you can

now easily create portal content by using the role upload tool.

NOTE

The portal roles Channel Manager, Partner Manager, Customer, Telco Channel Manager, and

Telco Partner Manager are contained in the CRM Business Package. You do not have

to upload them separately. The CRM Business Package has to be customized as

described under Basic Settings for SAP CRM (Business Package for SAP CRM) in SAP

Solution Manager.

If you want to use your existing CRM business roles in the portal, proceed as follows:

1. Install SAP CRM 7.0 EHP2 or upgrade to this release.

2. Adapt your CRM business roles in SAP CRM 7.0 EHP2 and perform the necessary

customizing.

3. Check your business roles in SAP CRM 7.0 EHP2 standalone.

4. Install SAP NetWeaver Portal 7.0 (2004s) or upgrade to this release, and connect

SAP CRM 7.0 EHP2 to the portal.

5. Export your CRM business role to an XML file and import this file to the portal.

6. Assign your generated portal role to the portal users.

The CRM business roles that correspond to the portal roles need to be assigned

to the CRM users that correspond to the portal users.

7. Check your generated portal role in the portal.



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NOTE

If your role is not running in the portal, you need to check whether you

have successfully performed step 2 and step 5. Make sure that you also assign

the new portal roles to the existing users.

For more information about portal integration into SAP CRM 7.0 EHP2, see the

following:

■ Customizing for Customer Relationship Management under UI Framework

Portal Integration Overview

■ SAP Library for Customer Relationship Management at WebClient UI Framework

Portal Integration

CAUTION

In SAP CRM 7.0 EHP2, the People-Centric UI (PC UI) is no longer supported. If

you want to upgrade portal roles supported in SAP CRM 5.0 to SAP CRM 7.0

EHP2, follow the steps mentioned above. As a result, new portal roles are created.

The previous portal roles are no longer supported.

5.8.6 Workflow Inbox

In SAP CRM 7.0 EHP2, the workflow inbox of the Business Workplace (transaction

SBWP in SAP GUI) is not available in the WebClient UI. Instead, you can use the

workflow inbox of the SAP CRM worklist.

Enhancements


with SAP CRM 5.0:


Workflow inbox of Business Workplace

SAP GUI Workflow inbox of the SAP CRM worklist:You can integrate other SAP systems with the workflow inbox of the SAP CRM worklist. This allows you to receive, display, and edit workflow tasks from other SAP systems in the workflow inbox of the SAP CRM worklist. You make the required



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Function in SAP CRM 5.0 5.0 UI Enhancement in SAP CRM 7.0 EHP2settings in Customizing for Customer Relationship Management under Basic Functions Worklist Define Alert Inbox and Workflow Inbox Integrate Other SAP Systems in Workflow Inbox and BAdI: Integrate Other SAP Systems in Workflow Inbox.

Restrictions


with SAP CRM 5.0:


Workflow inbox of Business Workplace

SAP GUI Workflow inbox of the SAP CRM worklist: ■ “Advance with dialog”: not supported ■ Secondary methods (tab page Methods

of an Activity): not supported ■ Methods before work item execution:

not supported ■ Methods after work item execution:

not supported ■ Condition “complete execution": not

supported ■ Program exits: not supported ■ Display of work items: implemented

differently from SAP GUI (different functions offered, functions offered differently)

■ Step type “form”: not supported ■ Step type “user decision”: supported

using DDLB instead of buttons ■ Step type “document from template”:

not supported ■ Step type “ad hoc anchor”: not

supported ■ Reviewer workflow, graphical

workflow log: not supported



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both sides.

6 SAP CRM Business Scenarios

SAP CRM 7.0 contains over 50 scenarios that can be implemented independently.

Some of them are integration scenarios that use processes from other SAP

applications. For example, you need SAP Supply Chain Management (SAP SCM) if

you want to perform a global availability check within some business processes.

The SAP CRM business scenarios are assigned to the following lines of business:

■ Field Applications [page 126]

■ Interaction Center [page 138]

■ Marketing [page 143]

■ Partner Channel Management [page 151]

■ Sales [page 160]

■ Service [page 169]

■ Web Channel [page 182]

In the following sections, you find for each scenario a short description and a list of

software units that are required to implement the scenario.

NOTE

For some scenarios, SAP ERP is a mandatory or optional software unit. The

mentioned minimum release SAP R/3 4.6C SP53 can only be used by customers

with extended maintenance contracts.

NOTE

For scenarios in which you use pricing, you have to activate the Virtual Machine

Container (VMC), which is a prerequisite for running pricing. For information

about activating VMC, see SAP Note 854170.


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6.1 Field Applications

Key capability Field Applications consists of the following scenarios:

■ Activity Management with CRM Mobile Sales for Handheld [page 126]

■ Field Account and Contact Management with CRM Mobile Sales [page 127]

■ Field Account and Contact Management with CRM Mobile Sales for Handheld [page 128]

■ Field Campaign Management with CRM Mobile Sales [page 129]

■ Field Complaints Management with CRM Mobile Service [page 130]

■ Field Opportunity Management with CRM Mobile Sales [page 131]

■ Field Quotation and Order Management with CRM Mobile Sales [page 132]

■ Field Quotation and Order Management with CRM Mobile Sales for Handheld [page 134]

■ Field Sales Using Mobile Sales Online [page 135]

■ Field Service Order Management with CRM Mobile Service [page 136]

■ Field Service Stock Management with CRM Mobile Service [page 137]

6.1.1 Field Activity Management with CRM Mobile Sales for Handheld

This business scenario seamlessly connects all the business processes that typically

occur during a sales cycle and makes the information available to anyone in the sales

team. It supports sales representatives in organizing their daily work and also provides

a sales manager with a fast and clear-cut overview of all the activities that are to take

place or have taken place in the sales organization over a particular period.

Activities are related to all aspects of a daily selling process. For example, a sales

representative has the possibility of having a look at the result of a telephone call after

the first visit to a customer. Or each time a sales representative’s meeting with a

customer culminates in a sales order, a sales representative can automatically create

a sales document that will help to negotiate the sale on better terms.

Software Units

The following software units are required to run the Activity Management with CRM

Mobile Sales for Handheld scenario.

Mandatory:



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■ CRM Handheld Integration: SAP NetWeaver 7.1 Mobile

6.1.2 Field Account and Contact Management with CRM Mobile Sales

Description

You use this business scenario to view and create customer data, customer contact

information, product information, and activity management using enhanced data

synchronization with the CRM server. Users such as sales representatives or key

account managers can create, view, maintain, and monitor account information

within one application. Managers can then track the status of customer account

activities and view the performance of each sales representative. By being able to

manage and monitor accounts proactively, users are in command of critical customer

data.

Software Units

The following software units are required to run the Field Account and Contact Management

with CRM Mobile Sales scenario.

Mandatory:


■ CRM Mobile Client Components including CRM AMT

■ CRM Communication Station

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP BW 7.02

Minimum version: SAP BW 7.00

■ BI Content

Recommended version: BI CONT 7.06

Minimum version: BI CONT 7.05

Optional:

■ SAP ERP

Recommended version: EHP5 for SAP ERP 6.0



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Minimum version: SAP R/3 Enterprise 4.7 Extension Set 1.10

Required for Account Planning with CRM Mobile Sales (see SAP Note 1061455)

■ SAP Strategic Enterprise Management (SEM)

Minimum version: SAP SEM 3.5

With EHP2 for SAP NetWeaver 7.0, SEM is part of BW.

■ BackWeb ProactivePortal Server 5.0

6.1.3 Field Account and Contact Management with CRM Mobile Sales for Handheld

Description

This business scenario connects all the business processes that typically occur during

a sales cycle and makes this information available to the sales team.

You can use such information to:

■ Record details about sales activities, including the priority, and the date when

the activity must be completed

■ Share crucial sales information easily among all members of the sales team

Therefore, this business process allows you to easily schedule, delegate, and manage

simple and complex tasks and daily activities. This makes sales representatives more

productive by giving them more control and insight into their assignments and

allowing them to manage all their tasks and activities easily.

Software Units

The following software units are required to run the Field Account and Contact Management

with CRM Mobile Sales for Handheld scenario.

Mandatory:



■ Mobile Sales for Handhelds: MSA 5.0



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6.1.4 Field Campaign Management with CRM Mobile Sales

Description

This business scenario outlines activities that support an office-based campaign

manager and a field sales representative in marketing activities, such as product

launches and marketing campaigns.

The campaign manager creates a campaign and assigns the appropriate attributes to

it, such as its products, objectives, and validity dates. The campaign manager also

creates or assigns a target group with target customers, using sophisticated

segmentation methods. After this basic information has been assigned to the

campaign, the manager begins planning for the costs and budget of the campaign, as

well as how the campaign’s success will be measured. The campaign manager plans

and generates the activities that define how the campaign is carried out. For example,

he or she can generate a mail merge file from the target group. This mail merge can

be used to send invitations by e-mail or in printed form.

After the activities of the campaign have been generated, these activities are

automatically sent to the field sales team representatives who interact with the

customers. The field sales representatives then carry out the activities of the campaign,

for example, contacting all customers who have received invitations. An outcome

analysis measures the results of the campaign.

Software Units

The following software units are required to run the Field Campaign Management with

CRM Mobile Sales scenario.

Mandatory:




Optional:






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Required for Campaign Analysis

■ BI Content



■ SAP ERP






6.1.5 Field Complaints Management with CRM Mobile Service

Description

This business scenario enables you to manage complaints made by your customers,

such as an objection made by a customer about a service. It streamlines your

company’s complaints process right from the receipt of a complaint and its technical

analysis, to measures taken to address this complaint and satisfy the customer. In

response to a complaint, you can do the following:

■ Create a substitute delivery, to record the shipment of goods to the customer

■ Issue a credit memo request, to credit the customer in relation to a complaint

■ Analyze complaints data, for example, to identify common problems with a

particular product

Software Units

The following software units are required to run the Field Complaints Management with

CRM Mobile Service scenario.

Mandatory:






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■ SAP ERP

Recommended version: SAP ERP 6.0


Optional:

■ SAP SCM

Recommended version: SAP SCM 7.0

Minimum version: SAP SCM 5.0

Required for Outbound Processing with WM and Inbound Processing and Receipt Confirmation

with WM in SCM

6.1.6 Field Opportunity Management with CRM Mobile Sales

Description

You use this business scenario to:

■ Record detailed information about sales opportunities, including the potential

sales volume, the potential revenue amount, the closure probability percentage,

and the date the order must be filled to satisfy the customer or prospect.

■ Share crucial sales information among the members of a sales team

■ Record information on competitors and competitive products

■ Enter the names of important contacts and easily link the contact information

to various calendars for activity planning

■ Generate sales quotations and orders automatically

Software Units

The following software units are required to run the Field Opportunity Management with

CRM Mobile Sales scenario.

Mandatory:







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■ BI Content



Optional:

■ SAP ERP






6.1.7 Field Quotation and Order Management with CRM Mobile Sales

Description

Using this business scenario, you can sell your products through field sales

representatives who have direct personal contact with all your business partners.

Your employees create quotation and order data locally on their laptops in CRM

Mobile Sales. They synchronize their data with CRM Enterprise regularly.

It describes the sale of serial or bulk products that you either produce internally based

on consumer-oriented or forecast-oriented revenue or sales revenue planning, or

procure externally.

The products are shipped directly ex-stock to your customers.

Software Units

The following software units are required to run the Field Quotation and Order Management

with CRM Mobile Sales scenario.

Mandatory:





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Optional:

■ SAP ERP




Required for using product configuration




Required for Sales Quotation and Order Analysis in CRM)

■ BI Content



■ SAP SCM



Required for online ATP check

NOTE

An ATP check is not required for this scenario. The ATP check is an additional

feature in CRM Mobile Sales and can be maintained in Mobile System

Maintenance under Availability Profile Maintenance.

● If you use CRM Mobile Sales without a connection to a network, you

can trigger a rough availability check to receive stock information.

● If you use CRM Mobile Sales within a network, you must have a

connection to SAP SCM where the ATP check is executed by SAP

Advanced Planning & Optimization (SAP APO).






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6.1.8 Field Quotation and Order Management with CRM Mobile Sales for Handheld

Description

This business scenario supports the sales order acquisition and creation process in the

field. Sales representatives can create, verify, revise, and submit quotes tailored to

meet customer requirements. This improves sales representatives' productivity and

effectiveness, therefore shortening sales cycles while providing more personalized

service to customers. Furthermore, it allows the sales representatives to create sales

orders by using a handheld device.

Software Units

The following software units are required to run the Field Quotation and Order Management

with CRM Mobile Sales for Handheld scenario.

Mandatory:



■ Mobile Sales for Handhelds: MSA 5.0

Optional:

■ SAP ERP 6.0



■ SAP SCM



Required for ATP check

NOTE

An ATP check is not required for this scenario. The ATP check is an additional

feature in CRM Mobile Sales for Handheld.

● If you use CRM Mobile Sales for Handheld within a network, you must

have a connection to SAP SCM where the ATP check is executed by SAP

Advanced Planning & Optimization (SAP APO).



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● If you use CRM Mobile Sales for Handheld without a connection to a

network, the ATP check does not return any information. A message is

displayed stating that the connection is not available.

6.1.9 Field Sales Using Mobile Sales Online

Description

This business scenario supports the sales management in the field when they are away

from the office by providing sales data on a handheld or a BlackBerry device. This

enables the sales manager to be connected to the business even when he or she is on

a customer visit or at a customer event. Sales managers can view orders, contracts,

and opportunities, and they can create and update accounts and activities.

Additionally, they can view sales analysis charts to picture timelines, open sales orders,

incoming orders, and sales contracts.

Software Units

The following software units are required to run the Field Sales using Mobile Sales

Online scenario.

Mandatory:


■ SAP Netweaver 7.1 Mobile

■ Mobile Sales Online MSON 1.0

Optional:




■ BI Content





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6.1.10 Field Service Order Management with CRM Mobile Service

Description

You use this business scenario to access the information that the service

representatives require for their daily work from any location and at any time, using

the mobile client. Data flows in a closed loop between CRM Enterprise and CRM

Mobile Service, and users can work either online or offline.

Service representatives therefore have a fully integrated view of service-relevant data

such as customers, service documents, installed base information, products, and

service assignments. In addition, they can create service orders and assignments locally

and subsequently upload them to CRM Enterprise.

Software Units

The following software units are required to run the Field Service Order Management with

CRM Mobile Service scenario:

Mandatory:




Optional:

■ Workforce Deployment

Required for Service Resource Planning in CRM. For this process you require the

following:

● WFMCORE 200 (WFM CORE 200 Add-On) SP13

● CPRXRPM 400_700 (CPRXRPM 400 Add-On) SP11

● LC/LCAPPS 5.0 SP13

● LCAPPS_2005_700 (LCAPPS_2005_700 ABAP-AddOn) SP05

NOTE

LC/LCAPPS 6.0 and LC/LCAPPS 7.0 are not supported.






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■ BI Content



6.1.11 Field Service Stock Management with CRM Mobile Service

Description

Using this business scenario, service representatives can access and maintain stock-

related information from any location and at any time using the mobile client. Data

flows between CRM mobile client, CRM server (Middleware) and Data Orchestration

Engine (DOE) in SAP NetWeaver 7.1 and SAP ERP server.

Service representatives can view and maintain stock-related data such as availability,

goods movement transactions, reservations, and purchase requisitions. Data

exchange between CRM mobile client and SAP ERP enables up-to-date stock figures

and generation of reference documents such as purchase orders and deliveries.

Software Units

The following software units are required to run the Field Service Stock Management with

CRM Mobile Service scenario.

Mandatory:




■ SAP ERP

Minimum/recommended version: EHP5 for SAP ERP 6.0

Additionally, you need the components SAP_APPL 603 and EA-DFPS 603.

■ SAP NetWeaver 7.1 SP06 (minimum version)

NOTE

You have to install a separate server that runs the Data Orchestration Engine

(DOE) with SAP NetWeaver 7.1 SP06.



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If you want to use this scenario, you also have to order SAP CRM Van Stock

7.0.

■ Van stock add-on SAPCRMSE

For more information, see SAP Note 1095483.

Optional:




■ BI Content




Key capability Interaction Center consists of the following scenarios:

■ IC Management [page 138]

■ IC Marketing [page 139]

■ IC Sales with CRM Sales Order [page 140]

■ IC Sales with ERP Sales Order [page 141]

■ IC Service [page 142]

■ Shared Services Center [page 142]

6.2.1 IC Management

Description

You use this business scenario to provide a single point of access for interaction center

(IC) managers to ensure the IC is optimized and efficient. Tools are provided for

managers to make informed decisions, to react quickly to changing business needs,

and to resolve issues before they become problems. Analytics and advanced reporting

tools allow managers to monitor, measure, predict, plan, and optimize the IC.

Software Units

The following software units are required to run the IC Management scenario.



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Mandatory:


■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Optional:




■ BI Content



6.2.2 IC Marketing

Description

This business scenario enables you to generate leads and gather customer information

and feedback through outbound telemarketing in the interaction center.

Your agents are provided with simplified access to all information and business

processes they require to interact with their customers. While agents are guided

through their customer interaction with the help of predefined scripts, leads can be

automatically created based on customer feedback. This greatly simplifies the

interaction process for your agents, who can also manually create or qualify leads.

Your agents are free to focus on personalized interactions, improving the effectiveness

of campaigns through better closure rates.

Software Units

The following software units are required for the IC Marketing scenario:

Mandatory:


Optional:

■ SAP ERP





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■ BI Content




■ SAP Content Server 6.40

6.2.3 IC Sales with CRM Sales Order

Description

You use this business scenario to offer, sell, and deliver products to your customer

via your interaction center. In Inbound Telesales with CRM Sales Order, customers take up

contact with the interaction center and wish to place an order. In Outbound Telesales

with CRM Sales Order, the interaction center agent calls the customer to offer products

or services.

In this business scenario, the system enters sales orders in SAP CRM, and then forwards

them to SAP ERP for subsequent logistical processing. An alternative to this business

scenario is the business scenario IC Sales with ERP Sales Order, which allows you to create

sales orders directly in SAP ERP.

Software Units

The following software units are required for the IC Sales with CRM Sales Order scenario:

Mandatory:


■ SAP ERP



Optional:





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■ SAP Real-Time Offer Management (RTOM) 7.1

You can only use RTOM if you have activated the Real-Time Offer Management

(CRM_RTOM_1) business function.

6.2.4 IC Sales with ERP Sales Order

Description

You use this business scenario to offer, sell, and deliver products to your customer

via your interaction center. In Inbound Telesales with ERP Sales Order, customers take up

contact with the interaction center and wish to place an order. In Outbound Telesales

with ERP Sales Order, the interaction center agent calls the customer to offer products

or services. In this business scenario, the system does not save entered sales orders in

SAP CRM, but rather directly in SAP ERP. You can nevertheless use the marketing

functions available in SAP CRM. An alternative to this business scenario is the business

scenario IC Sales with CRM Sales Order, in which the system creates sales orders in SAP

CRM, and then transfers them to SAP ERP for subsequent processing.

Software Units

The following software units are required for the IC Sales with ERP Sales Order scenario:

Mandatory:


■ SAP ERP



● IC WebClient with specific ERP sales order view set requires EHP5 for SAP

ERP 6.0.

● IC WebClient with Launch Transaction (ITS) requires SAP R/3 Enterprise

4.7 Extension Set 1.10 or higher.

Optional:




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6.2.5 IC Service

Description

You use this business scenario to enable interaction center (IC) agents to streamline

the service process to resolve customer issues, to ensure customer needs are met, and

to increase or maintain customer satisfaction. For interaction centers handling

inbound service activities, this area provides agents with tools to complete all open

processes during the same customer interaction, avoiding unnecessary callbacks or

follow-ups. Agents can increase profits by ensuring that service contracts are current

and service levels are met.

Software Units

The following software units are required to run the IC Service scenario:

Mandatory:


Optional:



■ SAP ERP



6.2.6 Shared Services Center

Description

You use this business scenario to enable both the agents of employee interaction

centers (EIC) and IT help desks to engage in more efficient and higher quality

interactions with internal and external communication partners. Agents can file

tickets and create requests that are reported conveniently across multiple

communication channels, such as telephone, e-mail, chat, and fax.



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NOTE

You can only use this scenario if you have activated the Multifunctional Shared Service

Interaction Center (CRM_SHSVC) business function.

Software Units

The following software units are required to run the Shared Services Center scenario:

Mandatory:

■ CRM application server ABAP

Optional:

■ SAP ERP


Minimum version: SAP ERP 6.0

Employee Interaction Center: minimum SAP ERP 6.0




■ BI Content




6.3 Marketing

SAP CRM Marketing is an integrated, closed loop solution enabling marketers to

analyze, plan, develop, execute, and measure all marketing activities.

Key capability Marketing consists of the following scenarios:

■ Campaign Management [page 144]

■ Loyalty Management in IC [page 145]

■ Loyalty Membership Management [page 146]

■ Loyalty Program Design in CRM Marketing [page 146]

■ Loyalty Partner Management [page 147]

■ Marketing Resource Management [page 147]


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■ Segmentation and List Management [page 148]

6.3.1 Campaign Management

Description

You use this business scenario to cover the complete process for running a campaign

starting with market analysis, continuing with execution of the campaign, and ending

with the closure of the campaign and analysis of the results. Campaigns serve as

operative marketing planning instruments. They describe actions that are carried

out, for example, mailing actions, product promotions, and telemarketing. After a

campaign has been set up, it can be tracked throughout its duration and the results

used in future planning. Criteria such as target groups, products, documents, people

responsible, and the budget are defined in the campaign for these activities.

Software Units

The following software units are required to run the Campaign Management scenario.

Mandatory:


NOTE

To run the Java applet for segmentation, you need to install the Java Runtime

Environment (JRE) on your client.

Optional:

■ SAP ERP



Optional for Marketing Planning and Budgeting and Campaign Analysis

■ CRM Mobile

Can be used in the business processes Segmentation and Campaign Planning in CRM





6.3 Marketing

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■ BI Content



● Mandatory for Marketing Planning and Budgeting, Campaign Planning, and Campaign

Analysis

● Optional for Scenario Planning, Campaign Modeling, Campaign Execution, and

Segmentation

■ SAP Real-Time Offer Management (RTOM) 7.1

You can only use RTOM if you have activated the Real-Time Offer Management

(CRM_RTOM_1) business function.

6.3.2 Loyalty Management in IC

Description

You use this business process to manage memberships of a loyalty program in the

Interaction Center (IC). You use the IC to create and maintain memberships for a

loyalty program, create accrual orders, redeem points, verify account transactions

and statements or membership transactions such as split and merge. During an

interaction, you can also transfer points from one account to another and donate

points to charities. You can also provide customers with the opportunity to file

complaints to their related loyalty program.

This business scenario includes IC management processes to run loyalty programs

and memberships.

Software Units

The following software units are required to run the Loyalty Management in IC scenario.

Mandatory:


Optional:


Required for Web shop integration


6.3 Marketing

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6.3.3 Loyalty Membership Management

Description

You use this business scenario to manage the relationship between business partners

(persons, organizations, households) and the loyalty program. The loyalty

membership is the basis for all loyalty program-related processes.

Software Units

The following software units are required to run the Loyalty Membership Management

scenario.

Mandatory:


Optional:



6.3.4 Loyalty Program Design in CRM Marketing

Description

You use this business scenario to set up a loyalty program that serves the following

purposes:

■ Track customer behavior

■ Identify which customers are most valuable, and take steps to retain them

■ Encourage specific customer behavior

This business scenario includes loyalty management processes from planning loyalty

programs and designing the program structure and program rules, through to

managing loyalty campaigns.

Software Units

The following software units are required to run the Loyalty Program Design in CRM

Marketing scenario.

Mandatory:


Optional:


6.3 Marketing

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6.3.5 Loyalty Partner Management

Description

You use this business scenario to enable partners to be part of your loyalty program

and to collaborate with them. This enables your loyalty program members to perform

specific types of activities and transactions with the partners, and in turn receive

additional rewards or benefits. Enabling partner participation in your loyalty program

enhances the value of your program to the members, as they can now extend their

program status to complimentary brands, and also provides an additional stream of

revenue for your loyalty program by way of points sold to partners.

This business scenario is also integrated with CRM Partner Channel Management

(PCM), thus enabling partners to perform a number of functions in the system.

Software Units

The following software units are required to run the Loyalty Partner Management scenario.

Mandatory:


Optional:



6.3.6 Marketing Resource Management

Description

You can use this business scenario to organize marketing budget and resources. SAP

CRM offers marketing resource management capabilities that include strategy and

planning at a higher level, budget and cost management and brand management

capabilities with digital asset management. It offers a complete set of processes and

capabilities to enable you to optimize marketing resources, create and develop


6.3 Marketing

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marketing programs and content, manage and distribute content, and measure,

analyze, and optimize marketing performance. Marketing departments typically

have the largest discretionary budget within the enterprise. In challenging economic

times, when cutbacks need to be made, it is often the first budget to be cut. However,

marketers are still asked to perform and contribute to the bottom line. They still have

to drive demand, acquire customers, generate qualified leads, and convert customers.

This means they must be able to react quickly and dynamically to changing market

conditions and they need to understand how to use their marketing spend and

resources most effectively.

Software Units

The following software units are required to run the Marketing Resource Management

scenario.

Mandatory:





■ BI Content



Optional:

■ SAP ERP


Minimum version: SAP ERP 6.0

■ Additional content server for process Digital Asset Management recommended

6.3.7 Segmentation and List Management

Description

You can use this business scenario to prepare target groups and lists of business

partners that should be addressed by a campaign or trade promotion. The scenario


6.3 Marketing

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provides list management capabilities to import external data such as rented or

purchased lists, and allows you to create new customer attributes with an easy to use

graphical, interactive segmentation tool. You can create, capture, and view customer

profile data for better targeted and personalized marketing messages and also perform

ad hoc customer segmentation to identify opportunities quickly and gain insights

into customer segments using data visualization features. This helps you to manage

customer and prospect data better while reducing the need for IT support.

NOTE

You do not need to activate a business function for classic segmentation.

However, segmentation with high data volume (TREX) requires that you activate

the business function High-Volume Marketing (CRM_MKT_HVS). If you would like

to access data from SAP NetWeaver BW, within high volume segmentation, using

SAP NetWeaver Business Warehouse Accelerator, you must activate both High-

Volume Marketing (CRM_MKT_HVS) and Segmentation of BW Data Using Business

Warehouse Accelerator (CRM_MKT_SEG_BWA).

Software Units

The following software units are required to run the Segmentation and List Management

scenario.

Mandatory:



Required for segmentation with high data volume

■ SAP NetWeaver Business Warehouse (BW) 7.30 SP03

Required for high-volume segmentation

■ SAP NetWeaver Business Intelligence Accelerator 7.21 revision 8

Required for high-volume segmentation

Optional:

■ SAP ERP




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■ BI Content 7.06

If you want to use the extended marketing attribute content, see SAP Help Portal

under http://help.sap.com/crm <Choose a release> Application Help

Marketing Objects and Functions for Business Scenarios in Marketing Segmentation and List

Management Segmentation Segmentation with High Data Volume Segmentation with High

Data Volume from SAP NetWeaver BW Creating an InfoCube for Marketing Attributes .

6.3.8 Trade Promotion Management

Description

You can use this business scenario to plan and coordinate short and long-term

marketing activities in cooperation with retailers to achieve a corporation-wide

marketing and sales strategy. This leads to increased profitability of all marketing

activities that are agreed between you and your clients. As well as increasing brand

capital, name recognition and market share, this business scenario enables you to

increase sales volume and place new products on the market.

Consumer product manufacturers are spending an increasingly large proportion of

their marketing budget on trade promotions. For this reason, marketing, sales, and

purchasing departments are tightly integrated with the marketing process. You can

carry out evaluations of current and future plans based on data from your company

or from external sources.

Trade promotion management offers the following benefits:

■ Fast planning process

■ Greatest possible planning reliability

■ Saves time and costs

■ Greater transparency with regard to company processes

■ Efficient reporting with the best possible analysis methods

Software Units

The following software units are required to run the Trade Promotion Management

scenario:

Mandatory:


6.3 Marketing

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Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP 2 SP 01 – required for multiple

promotions, funds management, and claims management

Minimum version: SAP R/3 4.6C (+ PlugIn 2003.1) SP 53 – required for the business

process Long-Term Trade Planning with CRM Mobile Sales and for condition transferring

from SAP CRM to SAP ERP

See SAP Note 1061455

■ CRM Mobile

Required for the business processes Long-Term Trade Planning with CRM Mobile Sales

and Trade Promotion Planning with Mobile Sales

■ SAP NetWeaver 7.0 including BI CONT 7.04

■ SAP SCM



Additionally, you need to activate the following business functions for dispute

management:

■ FIN_FSCM_CCD

■ FIN_FSCM_INTEGRATION

■ LOG_SD_CRMTGPSINTEGRATION

■ LOG_SD_CI_01

You also need to install the components SAP_APPL 602, FINBASIS 602, EA-APPL 602,

SEM-BW 602.


SAP CRM empowers organizations to manage partners and enables channel partners

to serve their customers effectively, resulting in a more profitable and loyal indirect

channel.

Key capability Partner Channel Management consists of the following scenarios:



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■ Account and Contact Management with Channel Partners [page 152]

■ Collaborative Campaign Management [page 153]

■ Collaborative Selling [page 154]

■ Lead and Opportunity Management with Channel Partners [page 155]

■ Market Development Funds [page 156]

■ Partner Management [page 157]

■ Quotation and Order Management for Business-on-Behalf [page 158]

■ Service Order Management with Channel Partners [page 159]

6.4.1 Account and Contact Management with Channel Partners

Description

This scenario allows your channel and service partners to manage and maintain

accounts and contact persons. It offers master data maintenance as well as the

integration of transaction data, such as business transactions and contacts. Channel

and service partners can get an overview of the most important data as well as benefit

from quick access to and easy maintenance of all the information on their accounts

or contact persons.

Software Units

The following software units are required to run the Account and Contact Management with

Channel Partners scenario.

Mandatory:


■ SAP NetWeaver Application Server Java

Optional:

■ Groupware Connector 5.0

Can be used for Activity Processing in CRM


■ SAP ERP




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■ BI Content



6.4.2 Collaborative Campaign Management

Description

You use this business scenario in your marketing organizations to coordinate

marketing programs with channel partners more efficiently and to improve

collaboration. This allows you to achieve the following:

■ Leverage best practices and resources for channel campaign planning and

execution

■ Increase marketing collaboration between corporate and channel partners

■ Gain control and visibility of all marketing activities and its effectiveness

■ Empower partners to leverage their brand owner's marketing processes and

expertise, improving partner marketing effectiveness

Software Units

The following software units are required to run the Collaborative Campaign

Management scenario.

Mandatory:



Optional:




■ BI Content



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6.4.3 Collaborative Selling

Description

With this business scenario, you, as a brand owner, can sell your products to end

customers through channel partners, via a Web shop. With the help of this

collaborative showroom, you offer your partners the option to participate in a Web

shop that you run. In the collaborative showroom, customers do not order products

directly from you, but from a channel partner of their choice.

Based on a product catalog that you determine, each of your channel partners specifies

which of your products they sell. If the customer cannot find a channel partner that

stocks all the products they require, they can assign several partners to the shopping

basket at item level.

Your channel partners can specify their own individual delivery times and payment

types as well as specific terms and conditions.

Software Units

The following software units are required to run the Collaborative Selling scenario.

Mandatory:



Required for Managing Catalog Content in CRM and Browsing for and Selecting Products

Optional:


Required if B2B from Web channel is used




Required for Sales Quotation and Order Analysis for B2B in Channel Management

■ BI Content



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■ SAP ERP



Required if order processing in SAP ERP is used

6.4.4 Lead and Opportunity Management with Channel Partners

Description

You use this business scenario to control your channel marketing and channel sales

processes transparently, by processing and analyzing leads, activities, opportunities,

and sales orders with your channel partners. This business scenario demonstrates the

entire cycle, from first interest when a lead is created, through to presales, when an

opportunity is created, and finally to sales order processing and analysis of the

corresponding processes.

Software Units

The following software units are required to run the Lead and Opportunity Management with

Channel Partners scenario.

Mandatory:



Optional:


Required for Sales Order Processing for B2B in CRM Web Channel

■ SAP ERP



■ SAP SCM




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Required for Lead Analysis in Partner Channel Management

■ BI Content



6.4.5 Market Development Funds

Description

You can use this business scenario to more efficiently manage and distribute

marketing funds to your channel partners and to increase the effectiveness of your

channel marketing expenditures.

NOTE

You can only use this scenario if you have activated the Partner Channel Management,

Market Development Funds (CRM_PCM_MDF_1) business function.

Software Units

The following software units are required to run the Market Development Funds scenario.

Mandatory:


■ SAP ERP


Minimum version: EHP2 for SAP ERP 6.0

Optional:




■ BI Content



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6.4.6 Partner Management

Description

This business scenario helps you as the channel manager to work effectively with

your channel partners.

■ You have a complete view of your partners. You see who your partners are, and

where they are from. You also see the status of each partner has, the branch of

industry in which they specialize, and who your partners’ customers are.

■ Potential partners can apply to work as partners with you. You provide the

respective registration forms on your Web site for this.

■ You provide your partners with brochures and information about your newest

products, as well as information about training and special promotions in the

channel manager portal. Your partners can call up this information in the

partner portal.

■ You can schedule channel partners for participation in the collaborative

showroom. For channel partners participating in the collaborative showroom

you can for example see which products partners are offering to their customers

online. Participating partners can maintain different settings and content needed

for the customers' checkout from the collaborative showroom in a self-service,

for example, their own general terms and conditions.

Software Units

The following software units are required to run the Partner Management scenario.

Mandatory:


Optional:






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■ SAP ERP



■ SAP SCM









■ BI Content



6.4.7 Quotation and Order Management for Business-on-Behalf

Description

Using this business scenario, you can sell your products and services to end customers

via your partner organizations, and you can create quotations and orders in the system

on behalf of end customers. Your sales partners can receive quotations for your

products in the customer shop on behalf of end customers, and they can also enter

orders for your enterprise. A business deal thus takes place between your enterprise

and the end customer. The partner acts as an agent.

Software Units

The following software units are required to run the Quotation and Order Management for

Business-on-Behalf scenario.

Mandatory:



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Optional:


Required if B2B from Web channel is used



■ SAP ERP



Required for order processing in SAP ERP

■ SAP SCM






Required for Sales Quotation and Order Analysis for Business-on-Behalf

■ BI Content



6.4.8 Service Order Management with Channel Partners

Description

You can use this business scenario to define the processes that are relevant to

performing services, starting with the processing of a service order, continuing with

confirmation by the partner, right through to billing and warranty claim processing.

Software Units

The following software units are required to run the Service Order Management with Channel

Partners scenario.



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Mandatory:



Optional:

■ SAP ERP


■ Additional components required for resource planning:

WFMCORE 200 (WFM CORE 200 Add-On) SP13

CPRXRPM 400_700 (CPRXRPM 400 Add-On) SP11

LC/LCAPPS 5.0 SP13

LCAPPS_2005_700 (LCAPPS_2005_700 ABAP-AddOn) SP05

6.5 Sales

SAP CRM empowers sales professionals with the information and tools to plan,

execute, and analyze sales processes across the full sales cycle both effectively and

profitably.

Key capability Sales consists of the following scenarios:

■ Account and Contact Management [page 161]

■ Contract Management [page 162]

■ Incentive and Commission Management [page 163]

■ Lead and Opportunity Management [page 164]

■ Lead-to-Cash [page 164]

■ Quotation and Order Management in CRM (with CRM Billing and Rebates) [page 166]

■ Quotation and Order Management in CRM (with ERP Billing) [page 167]

■ Sales Performance Management [page 168]

■ Sales Planning [page 168]


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6.5.1 Account and Contact Management

Description

This scenario allows you to manage and maintain your accounts and contact persons.

It offers master data maintenance as well as integration of transaction data, such as

business transactions and contacts. You can get an overview of the most important

data as well as benefit from quick access to and easy maintenance of all the information

on your account or contact person.

Software Units

The following software units are required to run the Account and Contact Management

scenario.

Mandatory:


Optional:




Required for BW extraction of master data and for Sales Performance Analysis in CRM

If SAP Content Server is used, SAP BW 7.00 is required.

■ BI Content





Optional for Activity Processing in CRM

■ SAP ERP



Optional for Sales Performance Analysis in CRM


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6.5.2 Contract Management

Description

This business scenario enables you to create long-term agreements that contain

information about prices and products for a particular customer or group of

customers. It helps you to meet challenges such as ensuring customers remain loyal

to you, or retaining customers so that they return to you for a particular product.

Customers profit from long-term agreements with lower prices and better terms of

delivery, while you are able to:

■ Monitor the sales process from inquiry through to contract completion

■ Keep track of whether your customer has been buying products as arranged

■ Respond quickly to signals that the customer is dissatisfied

■ Guide your sales employees through any necessary follow-up activities

■ Use integrated reporting for analyzing contract-related sales figures

Software Units

The following software units are required to run the Contract Management scenario.

Mandatory:





Required for Contract Analysis

■ BI Content



Optional:


■ CRM Mobile Client Component including AMT

■ SAP ERP

Recommended version:

SAP ERP 6.0 – required for multiple promotions


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SAP ERP 6.0 EHP2 SP02 – required for funds management, claims management,

pricing at target group or product segment levels, purchase integration and off-

invoice caps transfer to ERP


■ SAP SCM 7.0

NOTE

If you want to use the global availability check, you need to install SAP SCM.

To keep operating costs as low as possible, you can also use the local

availability check in SAP ERP. In this case, SAP SCM is not required.

6.5.3 Incentive and Commission Management

Description

You use this business scenario to create, manage, and report on incentive and

commission compensation plans within your organization. It utilizes the Incentive

and Commission Management (ICM) engine residing in SAP ERP where plan

administrators are able to craft and manage complex variable compensation plans

efficiently. CRM ICM includes two standard means of transferring data to ICM for

the purpose of driving your incentive processing:

■ Transferring CRM documents to ICM through a configured document interface

■ Transferring SAP NetWeaver Business Warehouse (BW) data to ICM through a

general BW transfer interface

Software Units

The following software units are required to run the Incentive and Commission

Management scenario:

Mandatory:


■ SAP ERP


Minimum version: SAP ERP 2004



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■ BI Content



6.5.4 Lead and Opportunity Management

Description

You use this business scenario to control your marketing and sales processes

transparently. You process and analyze leads and opportunities, and process activities,

quotations, and sales orders. The scenario describes the individual processes and also

demonstrates the entire cycle, from first interest when a lead is created, through to

presales, when an opportunity is created, and finally to sales order processing.

Software Units

The following software units are required to run the Lead and Opportunity Management

scenario.

Mandatory:





■ BI Content



Optional:



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6.5.5 Lead-to-Cash

Description

You can use this business scenario to run the various sales processes, from publishing

your product catalog in a Web shop, through to sales order processing, delivery, and

finally payment of goods. The scenario demonstrates the entire cycle, from first

interest when a lead is created, through to opportunity and sales order processing,

when a sales order is processed in SAP ERP, to delivery and finally to billing and

payment.

Software Units

The following software units are required to run the Lead-to-Cash scenario.

Mandatory:





■ SAP ERP


Minimum version: SAP ERP 6.0 (this version does not contain product

configuration and extensibility functions)

■ BI Content



Optional:


Required for Managing Catalog Content in CRM and Interactive Configuration

■ SAP SCM




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6.5.6 Quotation and Order Management in CRM (with CRM Billing and Rebates)

Description

You use this business scenario to offer, sell, and deliver products to the customer.

The products are shipped directly ex stock to your customers. The sales order is

processed in SAP CRM regardless of the communication channel through which the

order was entered. The sales order can be created using the following channels:

■ Telesales (see IC Sales with CRM Sales Order [page 140])

■ CRM Web Channel (see Quotation and Order Management in CRM Web Channel [page

186])

■ Mobile Sales (see Field Quotation and Order Management with CRM Mobile Sales [page

132])

Software Units

The following software units are required to run the Quotation and Order Management in

CRM (with CRM Billing and Rebates) scenario.

Mandatory:


Optional:





Required for Sales Quotation and Order Analysis in CRM

■ BI Content



■ SAP Price and Margin Management application by Vendavo 7.5

You can only use SAP Price and Margin Management if you have activated the

SAP CRM Price and Margin Management by Vendavo (CRM_PMM_1) business function.


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6.5.7 Quotation and Order Management in CRM (with ERP Billing)

Description

You use this business scenario to offer, sell, and deliver products to the customer.

The products are shipped directly ex stock to your customers. The sales order is

processed in SAP CRM regardless of the communication channel through which the

order was entered. The sales order can be created using the following channels:

■ Telesales (see IC Sales with CRM Sales Order [page 140])

■ CRM Web Channel (see Quotation and Order Management in CRM Web Channel [page

186])

■ Mobile Sales (see Quotation and Order Management with CRM Mobile Sales [page 132])

Software Units


CRM (with ERP Billing) scenario.

Mandatory:


Optional:



■ SAP ERP



Required for Billing in ERP and Outbound Processing Without WM

■ SAP NetWeaver Business Warehouse



Required for Sales Quotation and Order Analysis in CRM

■ BI Content



■ SAP Price and Margin Management application by Vendavo 7.5


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You can only use SAP Price and Margin Management if you have activated the

SAP CRM Price and Margin Management by Vendavo (CRM_PMM_1) business function.

6.5.8 Sales Performance Management

Description

This business scenario allows you to evaluate and monitor current business

development and expected sales volume. It also provides you with an overview of the

opportunities that are expected to be closed within a defined timeframe. Once you

have completed the configuration steps, you can do the following:

■ Analyze the sales pipeline

■ Identify gaps and critical opportunities

■ Identify and monitor opportunity changes in the pipeline

■ Simulate what-if scenarios

■ Trigger actions to resolve issues and meet targets

Software Units

The following software units are required to run the Sales Performance Management

scenario.

Mandatory:


6.5.9 Sales Planning

Description

This business scenario provides the necessary tools for the strategic management of

sales. It enables sales managers and their teams to plan their sales targets at differing

levels, monitor sales continuously throughout the sales cycle, and adjust their sales

plans accordingly. This type of ongoing replanning ensures that sales targets are

attainable and can be realigned regularly when necessary.

Software Units

The following software units are required to run the Sales Planning scenario.


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Mandatory:


Optional:




■ BI Content



■ SAP ERP



Required for Account Planning in CRM (see SAP Note 1061455) and Sales Performance

Analysis in CRM

6.6 Service

SAP CRM empowers service professionals with all the information and tools to run

the service business effectively and profitably within the service organization. This

comprises all phases, from responding to the customer's initial inquiry, quotation

creation and processing, order creation, and assignment to the most appropriate field

service representative, right through to confirmation and billing of the work

performed for the customer.

Key capability Service comprises the following scenarios:

■ Case Management [page 170]

■ Complaints and Returns Management [page 171]

■ In-House Repair [page 172]

■ IT Service Management [page 173]

■ Recall Management [page 174]

■ Service Contract Management [page 175]

■ Service Order Management [page 177]


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■ Service Order Management with ERP Billing [page 178]

■ Service Order Management with External Resource Procurement [page 179]

■ Service Planning [page 180]

■ Usage-Based Service Contract Management [page 181]

6.6.1 Case Management

Description

You can use this business scenario to manage complex problems or issues that involve

more than one document, transaction, or business partner. Some examples include

issues in the utilities industry or complaints regarding billing disputes in the

telecommunications industry.

You can use cases to consolidate and manage information about problems or issues

in a central collection point, and then monitor and analyze this information.

Information about business partners, business transactions, products, and electronic

documents is stored in cases. You can link cases to objects in various systems.

You can improve processing efficiency by making case information globally accessible,

while at the same time ensuring the confidentiality of sensitive information through

authorization checks. Cooperation during case processing is facilitated by activities,

which you can create and assign to the corresponding processors. Additionally, case

notes simplify communication and division of work during case processing.

Changes to a case are automatically recorded in a log, enabling you to fulfill legal

requirements to provide audit trails for cases, and also providing you with useful

progress information.

Technical service employees can use service confirmations that are linked to one

another to confirm their working time, materials, and expenses for a case. This

automatically triggers an update of the inventory, work time, and the controlling

data in the integrated SAP ERP systems.

Software Units

The following software units are required to run the Case Management scenario.

Mandatory:


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Optional:

■ SAP ERP






Required for Case Management Analysis

■ BI Content




Required for simple search

6.6.2 Complaints and Returns Management

Description

You use this business scenario to process customer complaints within your sales and

service organizations. A complaint is an expression of dissatisfaction that a customer

makes in relation to a service or product. If a customer returns a product without

first making a complaint, this is a return. You use complaints management in your

company to represent the entire complaints process from recording a complaint, the

technical analysis and relevant follow-up process steps, through to statistical

evaluation.

Software Units

The following software units are required to run the Complaints and Returns Management

scenario.

Mandatory:


■ SAP ERP


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Optional:

■ CRM Workforce Deployment

Required for appointment scheduling

● WFMCORE 200 SP13

● LCAPPS_2005_700 Add-On (see also SAP Note 1246105)




Required for Complaints and Returns Analysis in CRM

■ BI Content



■ SAP SCM




with Warehouse Management



■ CRM Mobile Client Component including AMT

6.6.3 In-House Repair

Description

You use this business scenario to perform the entire in-house repair process, from

the creation of the repair order through to billing.

Software Units

The following software units are required to run the In-House Repair scenario.

Mandatory:


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■ SAP ERP



Optional:




Required for Service Order and Quotation Analysis in CRM and Complaints and Returns

Analysis in CRM

■ BI Content





■ SAP SCM



Required for Inbound Processing and Receipt Confirmation with Warehouse Management in

SCM and Outbound Processing with WM

6.6.4 IT Service Management

Description

You can use this business scenario to manage the services provided by your IT service

organization and to maintain a company-wide view of IT objects and their

relationships. You can find and offer solutions quickly and efficiently through the

creation of service transactions, such as incidents, problems, and requests for change.

This business scenario provides you with a systematic way to organize and distribute

information by enabling you to assign knowledge articles to service transactions. With

access to up-to-date information, you can monitor, analyze, and evaluate the services


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provided to ensure that you meet all of the requirements of your service level

agreements.

Software Units

The following software units are required to run the IT Service Management scenario.

Mandatory:


■ SAP ERP



Optional:




■ BI Content




Required for simple search and knowledge articles

6.6.5 Recall Management

Description

Vendors of service parts can use this business scenario to manage recall actions for

defective components (service parts) that are still in their customers' warehouse stock.

Software Units

The following software units are required to run the Recall Management scenario.

Mandatory:


■ SAP SCM



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Required for Inbound Processing and Receipt Confirmation with Warehouse Management in

SCM and Outbound Processing with WM

■ SAP ERP



Optional:




Required for Complaints and Returns Analysis in CRM

■ BI Content





6.6.6 Service Contract Management

Description

You use this business scenario to perform service processes based on the following:

■ Service contracts agreed with the customer

■ Warranties that were assigned to products, installed base components, or

individual objects

Service contracts represent long-term agreements between companies and

customers. In service contracts, the customer is assured of the performance of services

within a specific tolerance limit for specific quantities, for example, within a predefined

time frame. The assured services are represented by service products, such as

maintenance or hotline services, which are defined in the individual contract items.

The characteristics of service products are defined in service level agreements (SLA),

which in turn are validated by different parameters, such as availability time and


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response time. The parameters serve not only to describe the SLAs, but can also be

used to control service processing.

Warranties can be flexibly assigned to individual products, installed base components,

or individual objects. When creating service orders, confirmations, repair orders, or

complaints, the system automatically runs a background check to see whether a

warranty exists and then assigns this accordingly. When calculating prices for the

services and service parts in billing, warranties can be taken into account through the

use of appropriate discounts.

Software Units

The following software units are required to run the Service Contract Management

scenario.

Mandatory:


■ SAP ERP



Optional:




Required for analyses processes

■ BI Content






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6.6.7 Service Order Management

Description

You use this business scenario to define the processes that are relevant to the

performance of services, starting with the processing of a service order quotation and

the actual service order, right through to billing and different analyses.

NOTE

With EHP2 for SAP CRM 7.0, you may optionally activate the CRM, Time Recording

Using Multiple CATS Data Entry Profiles HCM_CRM_CATS_PROFILE business

function in SAP ERP to make use of small enhancements added to the existing

scenario and processes.

Software Units

The following software units are required to run the Service Order Management scenario.

Mandatory:


■ SAP ERP



Optional:



■ Workforce Deployment

Required for Service Resource Planning in CRM. For this process you require the

following:

● WFMCORE 200 (WFM CORE 200 Add-On) SP13

● CPRXRPM 400_700 (CPRXRPM 400 Add-On) SP11

● LC/LCAPPS 5.0 SP13

● LCAPPS_2005_700 (LCAPPS_2005_700 ABAP-AddOn) SP05

NOTE

LC/LCAPPS 6.0 and LC/LCAPPS 7.0 are not supported.



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■ BI Content





6.6.8 Service Order Management with ERP Billing

Description



the actual service order, right through to billing and different analyses. With this

business scenario, you set up the transfer of service billing data to SAP ERP accounting,

where the data is processed and posted.

NOTE





Software Units

The following software units are required to run the Service Order Management with ERP

Billing scenario.

Mandatory:


■ SAP ERP



Optional:


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■ BI Content





6.6.9 Service Order Management with External Resource Procurement

Description



the actual service order, right through to billing and different analyses. It allows you

to set up procurement of external services planned for service orders or in-house

repair orders.

NOTE





Software Units

The following software units are required to run the Service Order Management with External

Resource Procurement scenario.

Mandatory:



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■ SAP ERP



Optional:




■ BI Content





6.6.10 Service Planning

Description

You use this business scenario for the advance scheduling and organization of services

that recur at specific intervals, such as maintenance or quotation creation.

Service plans help you to save costs incurred through unforeseen downtimes and to

increase efficiency, for example, through improved and more comprehensible

planning and the more efficient scheduling of resources, such as employees or

materials.

In the service plan, the scope of periodic services is described and due dates for the

services are calculated and monitored. The service plan simulation provides you with

a list of future service orders and enables you to determine the resources (service

employees, service parts) required for each service order, and to calculate the

workload for a predefined period.

Software Units

The following software units are required to run the Service Planning scenario.

Mandatory:



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■ SAP ERP



Optional:




■ BI Content



■ CRM Workforce Deployment

Required for Service Resource Planning in CRM:

● WFM Core Add-On 200 SP13 (or higher)

● CPRXRPM 400

● LCAPPS_2005_700 Add-On



6.6.11 Usage-Based Service Contract Management

Description

You can use this business scenario to bill your customers for services with a certain

usage volume (of copies, for example) after you have defined a service contract. The

available processes let you model the complete business process, including creating

a service quotation and contract, entering and calculating the usage volume through

counters and readings, and billing. SAP CRM is the leading system for processing

quotations and contracts, as well as for entering readings and for managing billing.

Software Units

The following software units are required to run the Usage-Based Service Contract

Management scenario.


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Mandatory:


■ SAP ERP

Recommended SAP ERP version: EHP6 for SAP ERP 6.0


Optional

■ BI Content





6.7 Web Channel Enablement

SAP CRM provides a Web channel platform that enables companies to turn the

Internet into a profitable sales and interaction channel both for business customers

and consumers.

The key capability Web Channel consists of the following scenarios:

■ Campaign Management in CRM Web Channel [page 183]

■ Catalog Management in CRM [page 184]

■ Complaints and Returns Management in CRM Web Channel [page 184]

■ Contract Management in CRM Web Channel [page 185]

■ Quotation and Order Management in CRM Web Channel [page 186]

■ Service Request Management [page 187]

■ Solution Assistance [page 188]

■ Web Auctions: Auctioning via Web Shop [page 189]

■ Web Auctions: Selling via eBay in CRM [page 190]

NOTE

The CRM Web Channel application has not been integrated into the new

WebClient UI. This application uses its own user interface based on Java. For more



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information about CRM Web Channel and accessing this application, see

installation guides for SAP CRM 7.0 at http://service.sap.com/instguides.

6.7.1 Campaign Management in CRM Web Channel

Description

You use this business scenario to sell products to your customers using campaigns in

a Web shop. It covers the complete process for running a campaign starting with

market analysis, continuing with execution of the campaign, and ending with the

closure of the campaign and analysis of the results. After a campaign has been set up,

it can be tracked throughout its duration and the results used in future planning.

Criteria such as target groups, products, documents, people responsible, and the

budget are defined in the campaign for these activities.

Software Units

The following software units are required to run the Campaign Management in CRM Web

Channel scenario:

Mandatory:



Optional:




Required for Campaign Analysis

■ BI Content





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6.7.2 Catalog Management in CRM

Description

You use this business scenario to create a centralized product catalog that contains

product descriptions, multimedia displays, pricing, and associated literature. The

catalog enables quick and easy customer access to timely and personalized product

information. Product catalogs are implemented in sales processes and are of particular

importance in CRM Web Channel for presenting your products in the Web shop.

Software Units

The following software units are required for the Catalog Management in CRM scenario:.

Mandatory:


■ CRM Application Server Java (required for Product Configuration and Product

Catalog)


6.7.3 Complaints and Returns Management in CRM Web Channel

Description

You use this business scenario to enable your customers to create complaints. You

can then take action and meet their expectations. A complaint can be linked to a

registered product or an installed base component. Complaints can also be linked to

products from the product catalog. CRM Web Channel enables customers to manage

their complaints and returns using the Web.

Software Units

The following software units are required to run the Complaints and Returns Management

in CRM Web Channel scenario.

Mandatory:





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Required for using the product catalog

Optional:

■ SAP ERP






■ BI Content



■ SAP SCM




with Warehouse Management in SCM

6.7.4 Contract Management in CRM Web Channel

Description

You use this business scenario to create long-term agreements that contain

information about prices and products for a particular customer or group of

customers using the Internet. Your customers benefit both from the advantages of

Contract Management, such as long-term agreements with attractive prices and

advantageous terms of delivery, as well as those of using the Internet to order products

or services, such as attractive presentation and quick and easy access to your company.

Software Units

The following software units are required to run the Contract Management in CRM Web

Channel scenario.

Mandatory:



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Optional:

■ SAP ERP






Required for Contract Analysis

■ BI Content



6.7.5 Quotation and Order Management in CRM Web Channel

Description

You use this business scenario to enable Web shop customers to receive quotations

or place orders for products and services, obtain real-time product availability, and

track each order from manufacturing to distribution through service.

Quotation management allows you to confirm to customers that you will deliver a

specific quantity or products at a specific time, and for a specific price. Within the

framework of quotation management various sales functions are available to the sales

employee, as well as special functions for quotations.

Order management allows you to enable customers to create and process an order

and trigger subsequent logistics processing in SAP ERP. An order is a customer’s

binding request to your enterprise to deliver a specific quantity of products, or to

provide a service at a specific time. A sales organization accepts the order and therefore

becomes responsible for fulfilling the contract.



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Software Units


CRM Web Channel scenario.

Mandatory:




Optional:

■ SAP ERP






■ BI Content



■ SAP SRM

Recommended version: SAP SRM 7.0

Minimum version: SAP SRM 6.0

Required for Sales Order Processing One-Step-Business in CRM Web Channel (has to be

installed by the EBP vendor)

6.7.6 Service Request Management

Description

You use this business scenario to enable your customers to use a Web interface and

create a service request for an installed base component. A service request is a detailed

message sent to an agent concerning a product problem. When your customers create

a service request, they can specify which product, installed base, or registered product

the request concerns. Customers can check whether the service that they are

requesting is covered by a warranty or a service contract. They can schedule an



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appointment at their convenience for the selected on-site service. This scenario

reduces interaction costs and increases customer satisfaction.

Software Units

The following software units are required to run the Service Request Management scenario.

Mandatory:




Optional:




■ BI Content



■ SAP ERP



6.7.7 Solution Assistance

Description

You use this business scenario to enable your customers to solve their product

problems by using a set of self-help tools.

Customers who encounter a product problem can visit your Internet Customer Self-

Service (ICSS) and search for a solution. They should start with Frequently Asked

Questions (FAQ), which are designed to address the more common product issues

faced by customers. If an FAQ search does not result in a successful resolution of the

problem, customers can use the solution search, a second-line tool that enables them

to enter a problem description and perform a search for relevant solutions.



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If a solution still eludes customers after they have used the FAQ and solution search,

they can turn to live Web collaboration to contact an agent directly.

By opening your knowledge bases to your customers, you reduce interaction costs

and increase customer satisfaction.

Software Units

The following software units are required to run the Solution Assistance scenario.

Mandatory:




6.7.8 Web Auctions: Auctioning via Web Shop

Description

You use this business scenario to create and manage auctions in a Web shop of your

own. Web auctions are an increasingly popular way to reach new audiences and to

allow market demand to determine price. They are also a particularly useful way to

sell new and excess inventory, used assets, and time-sensitive products, hence

reducing your sales and inventory costs.

Software Units

The following software units are required to run the Web Auctions: Auctioning via Web

Shop scenario.

Mandatory:




Optional:

■ SAP ERP





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6.7.9 Web Auctions: Selling via eBay in CRM

Description

You use this business scenario to create and manage auctions on eBay®. Web auctions

are an increasingly popular way to reach new audiences and to allow market demand

to determine price. They are also a particularly useful way to sell new and excess

inventory, used assets, and time-sensitive products, reducing your sales and inventory

costs.

Software Units

The following software units are required to run the Web Auctions: Selling via eBay in

CRM scenario.

Mandatory:




Optional:

■ SAP ERP





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7 Solution-Wide Topics

7.1 Integration of SAP BusinessObjects

The integration of SAP BusinessObjects Crystal Reports and SAP BusinessObjects

Xcelsius in SAP Business Suite provides you with analysis functions that are integrated

in the user interface and processes: Embedded Analytics.

Predefined reports and dashboards provide a detailed, graphical, or interactive display

of (transaction) data from SAP Business Suite or from SAP NetWeaver BW.

Embedded Analytics contains the following integrations:

■ Crystal Reports as an alternative for displaying simple lists in SAP GUI ALV Grid,

Web Dynpro ABAP ALV, and POWER list (not in SAP CRM)

■ Crystal Reports for the formatted display of data from queries

■ Xcelsius for the graphical or interactive display of data from queries in dashboards

Users can call these functions in SAP NetWeaver Business Client, SAP NetWeaver

Portal, or SAP CRM.

Technical Requirements

■ Crystal Reports for Displaying Simple Lists

You require Crystal Reports Viewer for Business Suite Applications 1.0 or higher.

Note the corresponding license terms.

■ Crystal Reports with Queries

To display the Crystal Reports provided, you require SAP BusinessObjects

Enterprise XI 3.1 (SP02) and SAP BusinessObjects Integration for SAP XI 3.1 (SP02).

Note the corresponding license terms for SAP BusinessObjects.

To create your own Crystal Reports, you require Crystal Reports 2008 V1 (SP02).

Note the corresponding license terms.

■ Xcelsius Dashboards with Queries


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To display the Xcelsius dashboards provided, you require Adobe Flash Player

version 9. You must also check the license terms for SAP BusinessObjects.

To create your own dashboards, you require SAP BusinessObjects Xcelsius

Enterprise 2008 (SP03, FP1). Note the corresponding license terms for SAP

BusinessObjects.

For displaying data from queries via the predefined content, the following system

requirements also apply:

■ SAP NetWeaver 7.0 including enhancement package 2 (SP04) or higher

■ SAP NetWeaver 7.0 BI Content Add-On 5 or higher

■ Extension for SAP NetWeaver 7.02 BI Content Add-On 5 or higher

More Information

For more information about the different topics, see the information sources in the

following table.

Topic Information Source

General Information SAP Help Portal at http://help.sap.com

under SAP ERP or SAP CRM Processes and Tools for Enterprise Applications (CA-EPT)

Embedded Analytics

Installation Information SAP Service Marketplace at http://

service.sap.com/bosap-instguides and SAP Help Portal at http://help.sap.com

SAP BusinessObjects All Products

Configuration Information SAP Solution Manager under Solutions/Applications Basic Configuration Embedded Analytics

Installation Instructions SAP Notes 1353044 (Crystal Reports Viewer for Business Suite Applications 1.0) and 1345320 (Crystal Reports with Queries)

7.2 Service-Oriented Architecture (SOA)

SAP´s delivery on SOA (service-oriented architecture) differs from the pure

architectural concept of SOA in the delivery of ready-to use enterprise services.

Enterprise services are SAP-defined Web services which provide end-to-end business



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http://help.sap.com

http://service.sap.com/bosap-instguides

http://service.sap.com/bosap-instguides

http://help.sap.com



processes or individual business process steps that can be used to compose business

scenarios while ensuring business integrity and ease of reuse. SAP designs and

implements enterprise service interfaces to ensure semantic harmonization and

business relevance. This section deals with the service-enablement of SAP Business

Suite 7.

7.2.1 Service Enablement

The service enablement of SAP Business Suite consists of one or more of the following

SAP components:

■ SAP Business Suite 7

Enterprise services are an integral part of the software components of the SAP

Business Suite applications. Enterprise services are the technical interfaces to the

functionality available in the business application.

■ SAP NetWeaver PI 7.0 or higher

SAP NetWeaver Process Integration (SAP NetWeaver PI) is an open integration

and application platform that provides tools enabling you to set up a service-

oriented architecture for business applications. You can use the platform for

providing, discovering, and consuming services, integrating applications using

the integration server, and managing business processes. Process integration is

required in a runtime environment to consume enterprise services in a mediated

scenario.

We recommend that you use the highest version of SAP NetWeaver Process

Integration (PI), currently this is SAP NetWeaver PI 7.3. For more information,

see SAP Note 1515223 and SAP Note 1388258.

NOTE

Starting with SAP NetWeaver Process Integration (PI) 7.3, SAP provides a new

installation option Advanced Adapter Engine Extended (AEX). Since AEX is

based on AS Java alone, it is easier to install and maintain as well as it needs

less memory and data storage. Therefore, AEX is a cost-saving option

compared to a full installation of SAP NetWeaver PI. For more information

about the AEX, see the SAP Library at: http://help.sap.com/nw73 SAP



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http://help.sap.com/nw73

NetWeaver 7.3 Library English SAP NetWeaver Process Integration Concepts

Installation and Connectivity Options Advanced Adapter Engine Extended and SAP

Note 1573180.

NOTE

Asynchronous services that are enabled for Web Services Reliable Messaging (WS-

RM) can be called in a point-to-point communication scenario. Otherwise

asynchronous services can only be consumed in a mediated scenario.

■ Enterprise Services Repository

The Enterprise Services Repository (ES Repository) is the central repository that

contains the definition of all enterprise services and models. The ES Repository

is shipped with SAP NetWeaver PI and with SAP NetWeaver Composition

Environment (CE) starting with SAP NetWeaver PI 7.1 and with SAP NetWeaver

CE 7.1. The Enterprise Services Repository is a design time environment that

enables you to create and enhance enterprise service definitions and to view

enterprise service models.

NOTE

In a SAP NetWeaver 7.0x landscape you will require the Integration

Repository to create and enhance enterprise service definitions in a design

time environment.

■ Services Registry

The Services Registry is shipped with SAP NetWeaver PI and SAP NetWeaver CE

starting with SAP NetWeaver PI 7.1 and SAP NetWeaver CE 7.1. The Service

Registry is required for the publication of enterprise service end-points (Web

services) that have been configured and activated in the SAP Business Suite.

■ SAP NetWeaver CE 7.1 or higher

The SAP NetWeaver Composition Environment (SAP NetWeaver CE) provides

a robust environment for the design and implementation of composite

applications.

The design time environment of SAP NetWeaver CE can be used for the model-

driven design and development of composite applications based on enterprise



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services. SAP NetWeaver CE offers the tools and the environment necessary for

running composite applications fast and efficiently in a runtime environment.

■ SAP Solution Manager 7.0 EHP 1

The Solution Composer, shipped with SAP Solution Manager 7.0 EHP 1 SP 23, is

required to host the enterprise service online documentation.

Figure 10: Overview: SAP's Applications for SOA Enablement

The following table describes the SAP applications required or recommended for

different runtime and design time use cases:

SAP Applications

SAP Business Suite

SAP NetWeaver PI 7.0x (Integration Repository)

SAP NetWeaver PI 7.1 or higher (ES Repository)

SAP NetWeaver CE 7.1 or higher (ES Repository)

SAP Solution Manager 7.0 EHP1 or higher (Solution Composer)

SAP NetWeaver 7.1 or higher Services Registry

Runtime Usage:

Enterprise Service Provisioning

Required Optional

Process integration and

One option required



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mediated communication

Design Time Usage:

Create and enhance enterprise service definitions

Required One option required Recommended

View enterprise service models

One Option Required Recommended

Design and develop composite applications

Required Recommended Recommended

Enterprise service online documentation

Required

Publications of enterprise service end-points

Optional Required

7.2.2 Installation of the Service-Oriented Architecture (SOA)

The installation of service interfaces, and therefore the service enablement of SAP

Business Suite, consists of one or more of the following phases:

■ Identification of software components and required business functions

You use the technical data section of the enterprise service documentation to

identify the following data for each enterprise service:

● the software component version with which the service was shipped

● the business function(s) required to be activated

■ Identification of technical usages (relevant for SAP ERP only)

SAP Note 1566412 provides a mapping of business functions and software

component versions to technical usages. You use this documentation to identify



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the required technical usages for your list of software component versions and

business functions.

■ Installation of the software component ECC-SE (relevant for SAP ERP only)

The software component ECC-SE contains service implementations for ECC (the

ERP Central Component). This component must be explicitly installed if you

intend to use enterprise services for ECC functionality. In this case you must also

select the technical usage “ESA ECC-SE” during the enhancement package

installation.

■ Selection and installation together with the other parts of the

enhancement package

In the enhancement package installation process you must select all the technical

usages you have identified for service enablement together with the technical

usages you identified for enhanced features in SAP Business Suite. The selected

technical usages will install the corresponding software components that contain

the enterprise services interfaces and implementations.

■ Enterprise service definitions for SAP NetWeaver PI 7.0x or ES Repository

(SAP NetWeaver 7.1 or higher) (optional)

To install the content required for the enterprise service definitions you must

select the technical usage “XI Content” in the enhancement package installation

process. This usage type downloads the content files for SAP NetWeaver 7.0 or

higher. Unpack the ZIP file and copy the tpz files corresponding to your SAP

NetWeaver version into the import directory of your Integration Repository (for

SAP NetWeaver PI 7.0x) or Enterprise Services Repository (for SAP NetWeaver ES

Repository 7.1 or higher). Use the import function to import the content files

into the corresponding repository (Integration Repository or Enterprise Services

Repository). (Choose Tools Import Design Objects )

■ Enterprise service models for ES Repository (SAP NetWeaver 7.1 or

higher) (optional)

To install the content required for the enterprise service models you must select

the technical usage “ESR Content” in the enhancement package installation

process. This usage type downloads the content files for SAP NetWeaver ES



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Repository 7.1 or higher. Unpack the ZIP file and copy the tpz files into the import

directory of your Enterprise Services Repository. Use the import function to

import the content files into the Enterprise Services Repository. (Choose Tools

Import design objects )

NOTE

The enterprise service models are not available for the Integration Repository

(SAP NetWeaver PI 7.0x)

■ Enterprise service online documentation for Solution Composer

(optional)

To install the content required for the enterprise service online documentation

you must download the content file for the corresponding Business Suite

application product version from the Service Marketplace. Then you must

import the content file into your Solution Composer. Refer to SAP Note

1224284 for further information.

■ Services Registry (optional)

The services registry is shipped starting with SAP NetWeaver PI 7.1 and CE 7.1.

You must install the services registry and then publish the enterprise services

from the Business Suite application to the registry using the transaction

SOAMANAGER in the backend.

For further information regarding the installation of SAP NetWeaver PI, CE and

ES Repository, refer to the corresponding SAP NetWeaver Installation and Master

Guides.

7.2.3 Related Documentation

For more information about the service-oriented architecture (SOA), see the

following information sources:

■ SDN Community in the SAP Network at https://www.sdn.sap.com/irj/sdn/

soa (registration required)

■ The SAP Enterprise Service Workplace at http://ESWorkplace.sap.com



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https://www.sdn.sap.com/irj/sdn/soa

https://www.sdn.sap.com/irj/sdn/soa

http://ESWorkplace.sap.com

■ The Enterprise Services Wiki in the SAP Network at https://wiki.sdn.sap.com/

wiki/x/LQ0 (registration required)

■ SAP Note 1224284: Enterprise Services, Installing and Accessing the SOA

Documentation

■ SAP Note 1359215: Technical prerequisites for using enterprise services (relevant

for ERP only)

■ SAP note 838402: Problems with non-Unicode system landscapes

7.3 Developing and Modifying Applications: SAP NetWeaver Development Infrastructure

To modify or extend CRM Java Web applications, you use the SAP NetWeaver

Development Infrastructure (NWDI). The NWDI supports integration of patches,

support packages, and upgrades to new releases without losing modifications or

enhancements and also supports team development. NWDI requires a local

installation on developers' PCs and the installation of a central infrastructure for

version management, application building, and administration of the Java

development landscape.

The following figure shows a typical development landscape:

Figure 11:

Local Installation



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https://wiki.sdn.sap.com/wiki/x/LQ0

https://wiki.sdn.sap.com/wiki/x/LQ0




■ SAP NetWeaver Developer Studio: The SAP NetWeaver Developer Studio tool

provides access to the NWDI (also named Development Infrastructure). It

enhances the concept of an integrated development environment with server-

side services, which centrally provides the development teams with a consistent

development environment and supports the software development during the

entire life cycle of a product.

■ Local J2EE Engine (SAP NetWeaver Application Server Java)

Central Infrastructure

■ Design Time Repository (DTR): versioning source code management,

distributed development of software in teams, transport and replication of

sources

■ Component Build Service (CBS): central build based on the component model

■ Change Management Service (CMS): central administration of the Java

development landscape and transports covering the entire software life cycle

■ Software Deployment Manager (SDM): manual and automatic deployment of

archives in central runtime systems

■ System Landscape Directory (SLD): information about the system landscape

■ Name Service: central check instance for the uniqueness of names

■ Java Dictionary: supports the global definition of tables and data types

■ SAP Java Test Tools: predefined static tests and runtime tests for the Java

development

For more information about implementing SAP NetWeaver and required SAP

components, see SAP NetWeaver Master Guide available on SAP Service Marketplace

at http://service.sap.com/instguides SAP NetWeaver SAP NetWeaver 7.0

Installation .

For more information, see the documentation in SAP Library for SAP NetWeaver at

SAP NetWeaver Developer's Guide Fundamentals Using Java Working with the Development

Infrastructure .

For more information about setting up your NWDI landscape, see the documentation

in SAP Library for SAP NetWeaver at SAP NetWeaver Developer's Guide Fundamentals

Using Java Working with the Development Infrastucture Administration of the Development



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Infrastructure Organizing the Landscape Setting Up the Development Landscape: Landscape

Configurator .

For more information about modifying and extending SAP CRM 7.0 Java components,

see the SAP E-Commerce 7.0 Development and Extension Guide and the corresponding tutorial

available on SAP Service Marketplace at http://service.sap.com/crm-inst SAP

CRM 7.0 Operate .

7.4 Customizing Scout

Customizing Scout is part of SAP Solution Manager, meaning that no additional

installation is required. Customizing Scout compares and updates Customizing

settings.

Customizing Scout is relevant for all key capabilities and supports the following

process:

■ Customizing data is loaded initially from SAP ERP to SAP CRM by using the CRM

Middleware download.

■ The Customizing entries can be compared between SAP ERP and SAP CRM and

any differences visualized.

■ Deltas are kept synchronized. This means that when Customizing settings are

maintained in SAP ERP, they are also updated in SAP CRM.

■ Customizing settings are transported through the test and production system

landscape.

More InformationFor more information, see http://service.sap.com/solutionmanager.

7.5 Application Enhancement Tool

The Application Enhancement Tool (AET) allows you to create new fields and tables,

and as such is the successor to the Easy Enhancement Workbench (EEW).

It is integrated into the UI Configuration Tool and can be started from there. The

fields that you have added to an application are available in the UI configuration of


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the corresponding UI component and view. You can make these new fields available

on the user interface by adding them to the view.

NOTE

The EEW is still supported. With already existing CRM enhancements, you must

use the EEW for regeneration since they cannot be migrated to the AET. With

new CRM enhancements, we recommend using the AET, but you may also

continue using the EEW.

Features

The AET offers the following main functions:

■ Creating custom fields

■ Defining dropdown list boxes for custom fields

■ Translating field labels and entries in dropdown list boxes

■ Assigning search helps and check tables to custom fields

■ Making new custom fields available in search criteria and/or result lists, Business

Warehouse (BW) reporting, R/3 Adapter, CRM Mobile, and CRM interactive

reporting, which depends on the enhanced business object

■ Using different data types, such as characters, dates, times, and numbers

■ Reusing fields in other business objects, if these business objects are based on the

same enhancement place

More Information

For more information, see SAP Library for Customer Relationship Management at

SAP Customer Relationship Management WebClient UI Framework Application Enhancement

Tool .

7.6 Easy Enhancement Workbench

Easy Enhancement Workbench is a tool that supports the enhancement of CRM

objects without programming knowledge. It simplifies the customer’s development

process and reduces errors by providing automatic generation techniques as well as

a guided concept.


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Easy Enhancement Workbench provides a number of predefined business objects and

enhancement scenarios.

FeaturesEasy Enhancement Workbench includes the following features:

■ Project workbench enabling customers to manage CRM enhancements easily

■ Predefined business objects and enhancement scenarios

■ Wizards that allow you to define extensions intuitively without detailed

knowledge of the CRM data model

■ Automatic generation of internal objects without modification and that are ready

for transport

The following extensions are possible for the Business Partner object:

■ Support of new tables with 1:1 and 1:n relation to Business Partner main table

■ Enhanced user interface definitions by optional use of Visual Configuration Tool

Easy Enhancement Workbench offers the following benefits:

■ Ease of use and multiple wizards

■ No modifications

■ No in-depth knowledge of the CRM internal data model required

More InformationFor more information, see SAP Library on SAP Help Portal at http://help.sap.com/

crm <Choose a release> Application Help Basic Functions Enhancements with the Easy

Enhancement Workbench in SAP CRM .

7.7 Monitoring the System Landscape

To monitor your system landscape, use the SAP NetWeaver monitoring

infrastructure. After you have installed all required components, use the Monitoring

Setup Guide for SAP NetWeaver 7.0 to configure the monitoring. This guide is available

on SAP Service Marketplace at http://service.sap.com/instguidesNW70. The

setup of the monitoring features is a prerequisite for performing the monitoring

activities for your SAP CRM landscape as described in the Solution Operation Guide – SAP

CRM 7.0 (available on SAP Service Marketplace at http://service.sap.com/


7.7 Monitoring the System Landscape

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instguides). This guide provides information about analysis tools for different

systems, components, and scenarios.

7.8 RosettaNet

RosettaNet is a standard for high-tech industries. RosettaNet, a self-funded, nonprofit

organization, is a consortium of major information technology, electronic

components, and semiconductor manufacturing companies working to create and

implement industry-wide, open e-business process standards. These standards form

a common e-business language, aligning processes between supply chain partners on

a global basis.

RosettaNet standards offer a robust nonproprietary solution, encompassing data

dictionaries, implementation framework, and XML-based business message schemas

and process specifications for e-business standardization.

RosettaNet Partner Interface Processes® (PIPs®) define business processes between

trading partners. PIPs are specialized system-to-system XML-based dialogs. Each PIP

specification includes a business document with the vocabulary, and a business process

with the choreography of the message dialog.

For integration with external systems, SAP Customer Relationship Management

(CRM) provides open XML messaging interfaces and IDoc interfaces. When a buyer

system sends a message in a RosettaNet message format to the CRM system, the

RosettaNet mappings map the inbound message to a CRM IDoc message format.

After processing an inbound message, the CRM system sends an outbound message,

in a CRM IDoc format, to the buyer system. RosettaNet mappings map this outbound

message to a RosettaNet message format, understood by the buyer system. This

mapping has been implemented as platform-independent XSL templates.

For more information, see the documentation at service.sap.com/instguides

Industry Solutions Industry Solution Master Guides SAP for High Tech.


7.8 RosettaNet

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A Appendix

A.1 List of SAP Notes

The following table lists all SAP Notes mentioned in this Master Guide.

Area SAP Note Number Title

Cross-component 1497032 Release and Information Note for EHP2 for SAP CRM 7.0, SP-Stack 01

Cross-component 543841 CRM: Support Packages Release and Information NotesThis SAP Note contains a list of all CRM Release and Information Notes (former collective notes) that have been issued for support packages for all former CRM releases.

Cross-component 1371027 Delivery of TERM and GLOSSARY Texts in SAP_BASIS 7x Products

Client 1118231 Supported user interfaces for SAP CRM

Client 1600364 EHP2 for SAP CRM 7.0 Internet Browser Releases

OLTP Integration 704564 R/3 Plug-In: PI 2004.1 installation/delta upgrade

CRM Mobile 879643 CRM Mobile Client Component .NET installation prerequisites

CRM Mobile 593417 BackWeb ProactivePortal server, Standard Edition for SAP

CRM Mobile 1080862 Upgrade information about CRM Mobile Client Solution — CMW_LOB_MIGRATION and CRM new installation

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CRM Mobile 882945 Mobile Sales Online - Supported Mobile Devices


989495 Prefill Entries for SAP Mobile Client CompanionMobile Client Companion related Customizing metadata is part of this note.


1093662 Environment Checker for Mobile Client CompanionEnvironment Checker is a tool that helps analyze the environment on the laptop necessary for the Mobile Client Companion scenario.


1075813 Consulting Note for Mobile Client Companion Cab Files Installation

Interaction Center (IC) WebClient

894493 Frequently Asked Questions about Fax and Letter

Partner Channel Management

1138855 Partner Channel Management Authorization Roles


1111654 Partner Channel Management Upgrade from CRM 5.0


1119251 Partner Channel Management Upgrade: New BP role PRCONT


1119661 Partner Channel Management Upgrade: Regenerate PDF

CRM UI Framework (SAP CRM UIF) and TPM

1072595 Flex table integration with key figure planningThis relates to flex tables and the version of Adobe Flash Player.

SAP NetWeaver Business Warehouse

153967 BI Content Release Strategy

SLD 669669 Updating the SAP Component Repository in the SLD

Process Integration 1515223 SAP NetWeaver Process Integration: Release RecommendationThis SAP note sets out our recommendation on which release

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Area SAP Note Number Titleof SAP NetWeaver PI you should use.

Process Integration 836200 SAP NetWeaver 7.0: Importing process integration content.

Internet Pricing and Configurator

854170 Switching on component VM Container

SAP NetWeaver 1080594 Installing CPRXRPM 400 SR1 on Basis Release 700

SAP NetWeaver 1040325 HTTP load balancing: Message Server or Web Dispatcher?

Workforce Deployment 1246105 CRM 7.0 Resource Planning and LiveCache component

Workforce Deployment 830595 Installing WFMCORE 200

Workforce Deployment 836414 Installing LCAPPS 2005_700


1110780 FAQ for CRM Interactive Reporting


1401472 Setting up BI reporting along with Interactive reporting

SAP GUI 147519 Maintenance strategy / deadlines 'SAP GUI'

General 337623 Customizing after installation or upgrade

General 1142832 Installation Enhancement Package 1 for NetWeaver 700

General 1361211 Release upgrade from NetWeaver 7.0 or 7.0 EHP1 to 7.0 EHP2

General 1613657 Release information for NetWeaver 7.0, 7.0 EHP2 and 7.0 EHP3

General 837413 Support Package levels for CRM installations/upgrades

Migration 1037748 Enhancing the CRM WebClient UI for business transactions

Migration 1026956 Products / objects: search extension

Migration 1088910 CRM WebClient UI: Additional fields in product header view

Migration 1026475 Products / Objects: assignments not visible on overview page

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Migration 1022554 Deactivating PC UI generation for systems higher than CRM 5

Migration 1072595 Flex table integration with Key Figure Planning service

Migration 976438 Migration of existing mapping formats

Migration 1025569 Copying new mapping formats

Migration 817119 Naming SAP E-Commerce / SAP CRM Web Channel

Migration 980915 XML export only possible to application server file system

Migration 988965 Proxy error message

Migration 1457223 Collaborative Contract Negotiation not available CRM 7.0 EhP1

Segmentation 1565886 Missing Number Ranges in Segmentation After Upgrade

A.2 Related Information

The following links provide you with important information for your SAP CRM

implementation project:

Content Location on SAP Service Marketplace

The latest versions of installation guides for SAP CRM


Sizing of SAP CRM http://service.sap.com/quicksizer

Information about released platforms and technology-related topics (for example, maintenance strategies, language support)

http://service.sap.com/platforms

To access the Product Availability Matrix directly, enter http://service.sap.com/

pam

Information about network security http://service.sap.com/securityguide

Information about installing enhancement packages

http://service.sap.com/crm-inst at SAP enhancement package 2 for SAP CRM 7.0 Install

Enhancement Package Installation on Existing SAP Systems and How to Install Enhancement Package 2 on SAP CRM 7.0

A Appendix

A.2 Related Information

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http://service.sap.com/quicksizer

http://service.sap.com/platforms



http://service.sap.com/securityguide


A.3 List of Industry Solution Master Guides

In the following list, you can find the industry solutions that use SAP CRM. You can

find all industry solution master guides on SAP Service Marketplace at http://

service.sap.com/instguides Installation & Upgrade Guides Industry Solutions Industry

Solution Guides .

■ SAP for Automotive

■ SAP for Banking

For both Leasing and Account Origination, you can use the SAP for Banking

Master Guide.

■ SAP for Chemicals

■ SAP for Consumer Products

■ SAP for High Tech

■ SAP for Industrial Machinery and Components

■ SAP for Insurance

■ SAP for Life Sciences

■ SAP for Media

■ SAP for Professional Services

■ SAP for Public Sector

The scenarios of SAP for Public Sector are part of the Master Guide for Public

Services.

■ SAP for Retail

■ SAP for Service and Asset Management

■ SAP for Telecommunications

■ SAP for Utilities

A.4 Accessing SAP Library

For more information about SAP CRM, access SAP Library from any of the following:

■ SAP Help Portal at http://help.sap.com/crm <Choose a release> Application

Help

A Appendix

A.3 List of Industry Solution Master Guides

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NOTE

SAP Help Portal contains the latest version of SAP Library. Therefore, we

recommend that you use this channel to access SAP Library.

■ An SAP system if you have installed the online documentation:

Choose Help SAP Library .

■ The help files on the online documentation CDs or DVDs.

If you want to view the help files in HTMLHelp format from the online

documentation CDs or DVDs, you need a PC running Microsoft Windows to

install the HTMLHelp Viewer.

A.5 Tools and Resources for Planning Your System Landscape

To plan your system landscape, you can use a few tools and resources that are available

to you as SAP customer.

Tools

On SAP Service Marketplace, we provide some tools that allow you to look up more

detailed information about business scenarios, business processes and implementable

steps. These tools include the following:

Tools for Looking Up Information about Business Processes, Scenarios, and Implementable Steps

Tool Purpose

Business process repository (BPR) viewer To look up descriptions of business scenarios, business processes, and implementable steps

Scenario and process component list To look up the required components and releases for a business scenario, business process, or implementable steps

In addition, there are tools in SAP Solution Manager that support you before, during,

or after the installation of your SAP product or SAP enhancement package.

These tools include:

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Tools for Supporting Installations and Upgrades

Tool Purpose

Solution Manager System Landscape (transaction SMSY) To model and set up your system landscape

SAP Solution Manager Maintenance Optimizer (transaction DSWP

To install support packages and SAP enhancement packages

Business process repository To access configuration documentation, links to Customizing activities and master data transactions, specifically tailored for individual business processes, business scenarios, or implementable steps

Business process change analyzer (available with SAP enhancement package 1 for SAP Solution Manager 7.0)

To analyze the effects of transports and support packages as well as activation logs for business functions

NOTE

You require at least one of the following versions of SAP Solution Manager.

■ SAP Solution Manager 7.0 EHP1, SPS23 or higher

■ SAP Solution Manager 7.1, SPS01 or higher

SAP Solution Manager 7.0 EHP1, SPS23 supports all update and maintenance

processes (for example, transaction SMSY or Maintenance Optimizer) There is

no need to upgrade to SAP Solution Manager 7.1.

For more information, see SAP Service Marketplace at http://

service.sap.com/solutionmanager .

SAP Solution Manager: Implementation Content

To get implementation content that supports you during the configuration of your

business processes and business scenarios, you need the SAP Solution Manager add-

on Implementation Content ST-ICO 155 L022 (SP25).

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Landscape Verification for SAP Solutions Manager

To verify and correct your system landscape SAP highly recommends that you use

Landscape Verification 1.0 for SAP Solution Manager 7.0, which is an add-on to your

SAP Solution Manager 7.0 system. This add-on allows you to identify and correct

issues in your SAP Solution Manager landscape (transaction SMSY) before they cause

problems, for example during a system update. Examples for errors are a missing

connection to the System Landscape Directory or the wrong assignment of products

to technical systems. For each type of error, a generic description for the solution is

provided.

For more information about the landscape verification add-on, see SDN at http://

www.sdn.sap.com/irj/sdn Application Lifecycle Management Technical Enablement

Update and Upgrade Related Areas on Upgrade and Update Management Landscape

Verification (http://www.sdn.sap.com/irj/sdn/alm?rid=/webcontent/uuid/

70fc3790-7ec9-2d10-57ad-95b2d0d1185d).

SAP Business Suite: Landscape Implementation — Technical Planning Guide

To get an overview of the necessary steps for planning a system landscape, use the

Landscape Implementation — Technical Planning Guide on SAP Service Marketplace at http://

service.sap.com/instguides under SAP Business Suite Applications . The guide also

provides you with more information about the following:

■ Examples of reference system landscapes

■ Planning tools such as the business process repository

■ Deployment options

■ Typical implementation process

A.5.1 Business Process Repository (BPR) Viewer

The business process repository viewer (BPR viewer) is a tool on SAP Service

Marketplace that allows you to preview the existing business scenarios, business

processes that are shipped as part of SAP Solution Manager content. You can make

use of the information in SAP Solution Manager during your implementation project

by taking the pre-delivered implementation content as the starting point for your

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project scope. The implementation content is delivered with the following assigned

information:

■ Description of the business scenario, process, or implementable step

■ Configuration content (Customizing activities or configuration documentation)

A.5.2 Using the BPR Viewer

Procedure

Calling Up the BPR Viewer

You can call up the BPR viewer directly using the Internet address https://

implementationcontent.sap.com/bpr. Alternatively, you can also call up the

Internet address http://service.sap.com/bpr first, to see more background

information about the BPR viewer and additional material on SAP Service

Marketplace.

Working with the BPR Viewer

To call up information about business scenarios, business processes, or implementable

steps, navigate the following paths in the BPR viewer:

BPR Object Location

Business scenario Under Solutions/Applications

Business process Under Organizational Areas

Implementable step Under Solutions/Applications

For each business scenario, business process, or implementable step, you can select

between different versions that depend on varying components and releases. To

display the descriptions of a business scenario, business process, or implementable

step, choose the Documentation tab page. To display configuration documentation,

choose the Configuration tab page.

NOTE

The BPR Viewer displays all descriptions, but only a selection of the configuration

documentation. To view all configuration documentation, install and use SAP

Solution Manager at your customer site.

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https://implementationcontent.sap.com/bpr

https://implementationcontent.sap.com/bpr

http://service.sap.com/bpr

A.5.3 Scenario and Process Component List (SCL & PCL)

The scenario and process component list (SCL/PCL) is a tool on the SAP Service

Marketplace that allows you to find realization alternatives for SAP solutions, business

scenarios, and processes for your SAP enhancement package installation. You find

the tool at http://service.sap.com/scl.

The SCL/PCL helps you to bridge the gap between the business view and the technical

view in SAP's products. It shows you which application components are needed to

realize a business scenario or a process and which business scenarios are possible with

a given set of application components.

A.5.4 Using the SCL/PCL

Procedure

1. Go to SAP Service Marketplace at http://service.sap.com/scl.

2. To start the SCL/PCL, choose Start Application.

The following selection options are provided:

■ SAP Scenarios and Realization Alternatives

With this option you can browse SAP's solutions, business scenarios, and

processes. You can find out which components are needed and the available

alternatives.

■ SAP Components and Possible Scenarios

This option allows you to browse SAP's products and components and to

find out, which business scenarios and processes you can realize using the

components.

For more information on how to use the tool, refer to the Help section.

3. Select SAP Scenarios and Realization Alternatives.

Select one or several scenarios, processes, and variants you want to realize. You

can make your selection by using an alphabetical index or a full-text search. It is

also possible to see all scenarios for a certain solution. You will then get a list of

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http://service.sap.com/scl

http://service.sap.com/scl

the alternative ways to realize these scenarios. You can also search for the

identified business functions of a SAP enhancement package.

In the following steps we chose the scenario Billing Analysis in ERP as an example.

4. Add the scenario Billing Analysis in ERP to the Selected Scenarios/Processes/Variants list

and choose Show Realization Alternatives. The SCL/PCL then lists the different

possibilities. With options like Validity you can switch between possible and

impossible realization alternatives. The Optional Comp. dropdown list helps you to

find the minimum required SAP product versions.

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Typographic Conventions

Example Description

<Example> Angle brackets indicate that you replace these words or characters with appropriate entries to make entries in the system, for example, “Enter your <User Name>”.

ExampleExample

Arrows separating the parts of a navigation path, for example, menu options

Example Emphasized words or expressions

Example Words or characters that you enter in the system exactly as they appear in the documentation

http://

www.sap.com

Textual cross-references to an internet address

/example Quicklinks added to the internet address of a homepage to enable quick access to specific content on the Web

123456 Hyperlink to an SAP Note, for example, SAP Note 123456

Example ■ Words or characters quoted from the screen. These include field labels, screen titles, pushbutton labels, menu names, and menu options.

■ Cross-references to other documentation or published works

Example ■ Output on the screen following a user action, for example, messages ■ Source code or syntax quoted directly from a program ■ File and directory names and their paths, names of variables and

parameters, and names of installation, upgrade, and database tools

EXAMPLE Technical names of system objects. These include report names, program names, transaction codes, database table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE

EXAMPLE Keys on the keyboard

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No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation.Linux is the registered trademark of Linus Torvalds in the U.S. and other countries.Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.Oracle and Java are registered trademarks of Oracle.UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP companySybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company.All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

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These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies (“SAP Group”) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

DisclaimerSome components of this product are based on Java™. Any code change in these components may cause unpredictable and severe malfunctions and is therefore expressly prohibited, as is any decompilation of these components.Any Java™ Source Code delivered with this product is only to be used by SAP’s Support Services and may not be modified or altered in any way.

Documentation in the SAP Service MarketplaceYou can find this document at the following address: http://service.sap.com/instguides

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No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

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