a27_bb_configguidfe_en_de.doc

CRM 5.0

August 2006

English

CRM Interaction Center (WebClient) for Automotive (A27)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM IC (WebClient) for Automotive (A27) - Configuration Guide

Copyright

© Copyright 2006 SAP AG. All rights reserved.

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Icons

Icon Meaning

Caution

Example

Note or Tip

Recommendation

Syntax

Typographic Conventions

Type Style Description

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE.

Example text Screen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools.

EXAMPLE TEXT Keys on the keyboard, for example, function keys (such as F2) or the ENTER key.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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ContentsCRM Interaction Center (WebClient) for Automotive - Configuration Guide.............................6

1 Purpose............................................................................................................................. 6

2 Preparation........................................................................................................................ 6

2.1 Prerequisites............................................................................................................6

2.2 SAP Notes...............................................................................................................7

3 Configuration.....................................................................................................................8

3.1 Master Data Setup...................................................................................................8

3.1.1 Business Partners...............................................................................................8

3.1.1.1 Creating System Users for Service Agents.................................................8

3.1.1.2 Creating Employees for Service Agents.....................................................9

3.1.1.3 Creating Customer (Sold-To Party)...........................................................11

3.1.2 Organizational Model........................................................................................12

3.1.2.1 Creating Organizational Units...................................................................12

3.1.2.2 Creating Positions for Org. Units...............................................................14

3.1.2.3 Assigning Employees to Positions............................................................14

3.1.3 Products............................................................................................................15

3.1.3.1 Creating Categories for Vehicles..............................................................15

3.1.3.2 Assigning Categories to Number Range Group........................................19

3.1.3.3 Creating a Vehicle.....................................................................................20

3.1.3.4 Creating a Service Product.......................................................................21

3.2 Business Process Configuration............................................................................24

3.2.1 Previous Steps..................................................................................................24

3.2.1.1 Copying IC WebClient Profile...................................................................24

3.2.1.2 Assigning IC WebClient Profile to Organizational Unit..............................25

3.2.1.3 Assigning Own User to Organizational Unit..............................................26

3.2.1.4 Accessing the IC WebClient.....................................................................26

3.2.1.5 Working with SAP Contact Center Simulator (CCS).................................27

3.2.1.6 Defining Business Add-In..........................................................................28

3.2.2 Transaction Settings..........................................................................................30

3.2.2.1 Defining Partner Determination Procedures.............................................30

3.2.2.2 Defining Text Determination Procedure....................................................33

3.2.2.3 Defining Catalog.......................................................................................34

3.2.2.4 Defining Code Group and Codes for Catalogs..........................................35

3.2.2.5 Defining Code Group Profile.....................................................................36

3.2.2.6 Defining Subject Profile.............................................................................37

3.2.2.7 Checking Application Area for Categorization...........................................38

3.2.2.8 Defining Transaction Types......................................................................39

3.2.2.9 Defining Item Category Group..................................................................41

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3.2.2.10 Defining Item Category.............................................................................41

3.2.2.11 Maintaining Item Category........................................................................43

3.2.2.12 Defining Item Category Determination......................................................43

3.2.2.13 Defining Categories with Category Modeler..............................................45

3.2.2.14 Defining Rules with Rule Modeler.............................................................47

3.2.2.15 Maintaining Service Manager Profile........................................................49

3.2.2.16 Defining E-Mail Form................................................................................50

3.2.3 IC WebClient Profile for Automotive..................................................................51

3.2.3.1 Defining Account Identification Profile.......................................................51

3.2.3.2 Defining Business Transaction Profile......................................................53

3.2.3.3 Assigning Partner Functions to Business Transactions............................54

3.2.3.4 Defining Navigation Bar Profile.................................................................54

3.2.3.5 Defining Element Categories for Searches...............................................55

3.2.3.6 Mapping Business Transactions to Responsible Agents..........................56

3.2.3.7 Defining Agent Inbox Profile.....................................................................57

3.2.3.8 Defining Outgoing E-Mail Address............................................................58

3.2.3.9 Defining E-Mail Profile..............................................................................58

3.2.3.10 Defining IC WebClient Profile...................................................................59

3.2.3.11 Creating New Vehicle...............................................................................60

3.2.4 E-Mail Setup - Technical Implementation..........................................................62

3.2.4.1 Definition of Domain..................................................................................62

3.2.4.2 Quick Guide to SMTP Configuration.........................................................62

3.2.4.3 Following the Steps of Note 455140.........................................................67

3.2.4.4 SAPconnect Settings................................................................................71

3.2.4.4.1 Creating a Mail/Service User...............................................................71

3.2.4.4.2 SAPconnect Configuration for Internet Mail.........................................72

3.2.4.4.3 Setting Up Batch Job for Sending E-Mails via SAPconnect................73

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CRM Interaction Center (WebClient) for Automotive - Configuration Guide

1 PurposeThis configuration guide provides the information you need to set up the configuration of this building block manually.

Please be aware that the content of this guide is based on CRM 5.0, SP04.

2 Preparation

2.1 PrerequisitesBefore starting with the installation of this building block, please have a look at the document Quick Guide to Installing SAP Best Practices for CRM.

The building block CRM Interaction Center (WebClient) for Automotive contains all necessary steps which are basic for the configuration the Automotive scenario Interaction Center (WebClient): Customer and Vehicle Service Help Desk.

In case of using an ECC system as backend system please make sure that you have successfully set up the relevant sections of the following building blocks:

B01 - CRM Generation

C71 - CRM Connectivity

B09 - CRM Customizing Replication

C03 - CRM Master and Transaction Data Replication

Before starting with the installation of building block CRM Interaction Center (WebClient) for Automotive please make sure that you have successfully set up the relevant sections of the following building blocks:

C01 - CRM Organizational Model

C10 - CRM Central Master Data

C13 - CRM Service Master Data

C26 - CRM Service

B08 - CRM Cross-Topic Functions

C33 - CRM Teleservice

C78 - CRM Interaction Center WebClient

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2.2 SAP NotesBefore you begin the installation and configuration, read the relevant SAP Notes. These SAP Notes contain important information for installation and configuration, and also corrections concerning this building block.

Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP Notes on the SAP Service Marketplace (http://service.sap.com/notes) or in SAPNet.

SAP Note # Component Description

924443 CA-GTF-IC-FRW Intermittently, the application area is blank



893049 CRM-BF-SAF Implement service ticket knowledge base in SAF

930124 CRM-IC-INR Short dump using transfer in ICWC

929425 CRM-IC-SVO Business Context: missing entries

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3 Configuration

3.1 Master Data Setup

3.1.1 Business Partners

3.1.1.1 Creating System Users for Service Agents

UseThe purpose of this activity is to define a corresponding system user for each service agent employee (for example, a 1st and 2nd level service agent) in the CRM system.

Procedure...

1. Access the activity using one of the following navigation options:

SAP CRM Creating System Users for Service Agents

Transaction code SU01

SAP menu Architecture and Technology System Administration User Maintenance Users

2. In the User field, enter the system user name of your agent.

3. Choose Create (F8).

4. Enter the following data:

Address tab page

Last name <last name of user>

First name <first name of user>

Function Service Agent

E-mail <E-mail address> (optional)

Logon data tab page

User type Dialog

Initial password <your initial password>

Repeat password <your initial password>

Profiles tab page

Profile Depending on your authorization concept; For testing purposes profiles SAP_ALL, SAP_NEW can be used.

If the profile for the role hasn’t been generated, you have to do that, start the transaction code PFCG and enter the role. There you can generate the authorization with the corresponding profile.

Users created automatically are assigned the profiles SAP_ALL and SAP_NEW, which gives them full authorization rights. If this authorization does not apply to your project, you should restrict the rights of the user according to your internal authorization guidelines. Please see SAP Note 0338537 for some guidelines.

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Additional information can be found in the Online Help documentation:http://help.sap.com SAP NetWeaver Security SAP NetWeaver Security Guide User Administration and Authentification:

5. Save your entries.

6. Perform these steps for the following example system users:

Field name Value Agent 1 Value Agent 2

User SERV_AGENT1 SERV_AGENT1

Address tab page

Title Ms. Mr.

Last name Barclay Grey

First name Anne Peter

Function Service Agent (1st Level) Service Agent (2nd Level)

E-mail <E-mail address> (optional) <E-mail address> (optional)

Logon data tab page

User type Dialog Dialog

Initial password initial initial

Repeat password initial initial

Profiles tab page

Profile Depending on your authorization concept; For testing purposes profiles SAP_ALL, SAP_NEW can be used.

For the system users for the interaction center agents you can work with the following roles and extend the authorizations if necessary:

SAP_CRM_CUST_INTERACT_CENTER (SAP standard role)

YBP_CRM_CUST_INTERACT_CENTER (extended SAP Best Practices role)This role is provided by SAP Best Practices and has to be uploaded before the assignment. For details on how to upload roles to the system refer to the document Essential Information.

The password for these users is only an initial value. Please logon to the CRM system with these users and change the password. The SAP Best Practices Business Process Procedures for the scenarios expect the password welcome for these users.

3.1.1.2 Creating Employees for Service Agents

UseThe purpose of this activity is to define a business partner “employee” for the 1st and 2nd level service agent.

The purpose of this activity is to create an employee (for example, service agent), who is assigned to an organizational unit at a later stage, as a business partner with type Person

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http://help.sap.com/


(transaction code BP) and role Employee. In this role on tab page Central Data the system user ID of this employee has to be maintained in the User field.

PrerequisitesFor each business partner created here a corresponding system user has already been created in the CRM system (transaction SU01).

Procedure...


SAP CRM Creating Employees for Service Agents

Transaction code BP

SAP menu Master Data Business Partners Maintain Business Partner

2. Choose Create Person (F5).

3. Choose Grouping CRM Employees.

4. Enter at least the following data:

Field name User action and values

Business Partner ID <business partner number> (see list below)

Grouping CRM Employees

Create in Role Employee (New)

Address tab page

Title <title>

First name <first name of employee>

Last name <last name of employee>

Country <country key for employee>

Identification tab page

User Name <System username of employee> (see list below)(created in the previous installation step)


6. Perform these steps for the following two example employees:

Field name Value Agent 1 Value Agent 2

Business Partner ID 10800 10810

Grouping CRM Employees CRM Employees

Create in Role Employee (New) Employee (New)

Address tab page

Title Ms. Mr.

First name Anne Peter

Last name Barclay Grey

Country DE DE

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Identification tab page

User Name SERV_AGENT1 SERV_AGENT2

ResultEach service agent (1st and 2nd level help desk) has been created as a business partner with role Employee in the CRM system.

3.1.1.3 Creating Customer (Sold-To Party)UseThe purpose of this activity is to define a business partner (sold-to party) for the customer (person) used in the IC WebClient for Automotive scenario.

Procedure1. Access the activity using one of the following navigation options:

SAP CRM Creating Customer (Sold-To Party)

Transaction code BP

SAP menu Master Data Business Partners Maintain Business Partners

2. Choose Create Person.

3. Maintain the following example entries:


Business Partner ID <empty>

Grouping CRM Customer

Create in Role Business Partner (Gen.)

Address tab page

Name

Title Mr.

First name Michael

Last name Mile

Choose button Addit. Fields

Correspondence lang. DE

Language DE

Street Address

Street/ House number Wild-Str. 21

Postal Code/City 69190 Walldorf

Country DE

Communication

Telephone 0123-6666

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E-Mail <existing e-mail address> (you can enter your own existing e-mail address for testing purposes)

4. In field Create in BP role, select the CRM000 Sold-To Party.

5. In dialog box Change to another BP role in create mode choose Save.

6. Choose view Sales Area Data and select the following values (using the input help):


Sales Area

Sales Organization BP Sales Organization

Distribution Channel Direct Sales

7. On tab Billing tab, enter the following values:


Cust.Pric.Procedure Standard

Currency EUR


9. In order to maintain the new customer in all necessary roles, select the following roles in field Change in BP role and choose Save one after another:

CRM002 Ship-To Party

CRM003 Payer

CRM004 Bill-To Party

ResultYou have created a business partner (sold-to party) for a new customer (person).

3.1.2 Organizational Model

3.1.2.1 Creating Organizational Units

UseIn the CRM system, you need to set up corresponding organizational units for the 1st and 2nd Level Help Desk. The organizational units are the basis for further configuration.

PrerequisitesYou have already performed building block C01 – CRM Organizational Model (or C02 respectively for CRM standalone) in which the organizational unit BP_SERVC – BP Service Organization is created.


SAP CRM Maintaining Organizational Model

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Transaction code PPOMA_CRM

SAP menu Master Data Organizational Model Maintain Organizational Model

2. In the screen area Find by, choose Organizational unit Structure search to find the organizational unit BP_SERVC - BP Service OrganizationSelect this organizational unit with a double-click.

3. In the Assignment Plan (CRM) screen area do a right mouse-click on organizational unit BP Service Organization and choose Create from the dropdown menu.

4. In dialog box Choose Relationship select the option Is line supervisor of (Organizational unit).

5. Below on tab Basic data, make the following entries:

Organization (ID) Organization (Description)

BP_SRV_HD BP Service Help Desk

6. On the Address tab, enter an address for the new organizational unit.

7. On the Function tab select Service.

8. On the Attributes tab choose button Check in row Consistency. The light becomes green. If not choose button Display Check Results for details.

9. In order to create a subordinate organizational unit do a right mouse-click on the new organizational unit and choose Create from the dropdown menu.

10. In dialog box Choose Relationship select the option Is line supervisor of (Organizational unit).

11. Below on tab Basic data, make the following entries:


BP_HD_ONE BP First Level Service Help Desk

12. On the Address tab, enter an address for the new organizational unit.

13. On the Function tab select Service.

14. On the Attributes tab choose button Check in row Consistency. The light becomes green. If not choose button Display Check Results for details.


16. Note the ID for organizational unit BP_HD_ONE (see column ID):

______________________________

17. Repeat these steps in order to create a second sub organizational unit on the same level with the following data:


BP_HD_TWO BP Second Level Service Help Desk


19. Note the ID for organizational unit BP_HD_TWO (see column ID):

______________________________

Result

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You have created new organizational units and assigned service agents to the relevant help desk units.

3.1.2.2 Creating Positions for Org. Units

UseYou assign positions to organizational units, in doing this, you also determine the tasks assigned to them.


SAP CRM Creating Positions for Org. Units



2. Select organizational unit BP_HD_ONE with a double-click.

3. In order to create a corresponding position do a right mouse-click on the organizational unit and choose Create from the dropdown menu.

4. In dialog box Choose Relationship select the option Incorporates (Position).

5. Below on the Basic data tab, make the following entries:

Position (ID) Position (Description)

POS_HD_ONE First Level Service Agent

6. Select organizational unit BP_HD_TWO with a double-click.

7. Repeat the steps in order to create a corresponding position for this organizational unit with the following data:

Position (ID) Position (Description)

POS_HD_TWO Second Level Service Agent


ResultYou have created new positions for the new organizational units.

3.1.2.3 Assigning Employees to Positions


SAP CRM Assigning Employees to Positions



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2. Select position unit POS_HD_ONE with a double-click.

3. In order to assign an employee, do a right mouse-click on the position and choose Assign from the dropdown menu.

4. In dialog box Choose Relationship select the option Owner (Business partner).

5. In the selection dialog box, on tab Partner by address in field Name 1 enter the last name of your first level service agent (here: new employee Barclay) and choose Start search.

6. Select your corresponding first level agent.


8. Repeat these steps to assign employee Grey as second level service agent to position POS_HD_TWO.


ResultYou have assigned service agents employees to the corresponding help desk positions.

3.1.3 Products

3.1.3.1 Creating Categories for Vehicles

UseThe purpose of this activity is to create new categories which are specific to your vehicles. Take into account your customer-specific hierarchy and category modeling when you create new categories and assign set types, to avoid restrictions.

Procedure...


SAP CRM Creating Categories for Vehicles

Transaction code COMM_HIERARCHY

SAP menu Master Data Products Maintain Categories and Hierarchies

2. Choose Open Hierarchy…

3. Select the transferred hierarchy R3PRODSTYP and choose Continue.

In case of setting up a standalone CRM system, choose hierarchy YBPCRMPROD (with root category YBP_CRM_PRODTYPE) which has been created before (for details see Configuration Guide of building block C09 CRM Central Master Data Standalone).

4. Choose Display <-> Change.

5. You can ignore the information message Hierarchy R3PRODSTYP may only be changed in the original system.

6. Highlight the root category Product Subtype (or, in case of setting up a CRM standalone system, choose root category YBP_CRM_PRODTYPE, for details see building block C09 - CRM Central Master Data Standalone).

7. Choose New Category.

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Category ID YBP_ISAM

Short text BP Vehicles

9. Choose Continue.

10. On the Category tab page maintain the values as shown in the following table (if not already done):

Category tab page

Basic Data on Category

Product Type Material

Object Family Automotive – Vehicles

Product / Object Assignment Possible

Product / Object Maintenance: Control Fields

Can Maintain Documents

Can Maint.Conditions

PartnDetProc Automotive – Customer Service

Alternative ID Type VIN - Vehicle Identification Number

Descriptions

Language DE - German

Category Description BP Fahrzeuge

11. On tab SetTypes, add the following set types (by choosing button Add set type) one after another:

SetTypes tab page

Assigned Set Types

Set Type Description Position View ID

COMM_PR_MAT Basic Data for Materials

COMM_PR_SHTEXT Descriptions

COM_COMMERCIAL Business Data

ISAM_G_VEH_IDS General Vehicle IDs

ISAM_VEH_MODEL Vehicle Model Extension

ISAM_VEH_SPEC Vehicle Specification Extension Descriptions

Set types for one product type can be assigned only to (one or more categories within) one hierarchy. If a set type is not offered in the possible entries help, it is already assigned to (a category of) another hierarchy.


13. Repeat these configuration steps to create the following four sub-categories underneath the new category YBP_ISAM and to maintain the corresponding set type properties for these four new categories:

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Please draw your attention to the fact that the IDs of the categories below have to be identical with those already defined in the coding of method IF_EX_CRM_ISAM_COMMON~DETERMINE_DEFAULT_SETUP which is used as copy template when creating a new required Business Add-In (for details see chapter Defining Business Add-In).

Sub-category 1:


Category ID ISAM_OWN_MANUALLY

Short text Own Manually Created Vehicles

Category tab page

Descriptions


Category Description Selbst angelegte Fahrzeuge

The set type properties for category ISAM_OWN_MANUALLY are identical with those of category BP_ISAM.

Sub-category 2:


Category ID ISAM_MAN

Short text Own Manually Created Vehicles (with Product Reference)

Category tab page

Descriptions


Category Description Selbst angelegte Fahrzeuge (mit Produktreferenz)

SetTypes tab page

Assigned Set Types

Set Type Description Referenced

COMM_PR_MAT Basic Data on Materials

COMM_PR_SHTEXT Descriptions

COMM_PR_UNIT Units of Measure

ISAM_O_VEH_IDS Other Vehicle Ids

ISAM_VEH_MODEL Vehicle Model Extension

For those set types which have been already inherited from category BP_ISAM, you only need to maintain field Referenced.

Sub-category 3:


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Category ID ISAM_OWN_UPLOADED

Short text Own Uploaded Vehicles

Category tab page

Descriptions


Category Description Eigene hochgeladene Fahrzeuge

SetTypes tab page

Assigned Set Types


CRMM_PR_SALESA Sales: Control Fields, Quantities

ISAM_O_VEH_IDS Other Vehicle IDs Extension

Sub-category 4:


Category ID ISAM_THIRD_PARTY

Short text Third Party Vehicles

Category tab page

Descriptions


Category Description Fahrzeuge von Fremdanbietern

SetTypes tab page

Assigned Set Types


ISAM_TH_PARTY Third Party Extensions


15. Repeat the steps above for creating a new sub-category positioned underneath category MAT_ with the following data and additional set type:


Category ID YBP_MAT_VCLE

Short text BP Vehicles

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Category tab page

Descriptions


Category Description BP Fahrzeuge

SetTypes tab page

Assigned Set Types


ISAM_VEH_MODEL Vehicle Model Extension 60

In case of setting up a CRM standalone system, choose YBP_CRM_PRODTYPE as root category for category YBP_MAT_VCLE and add also the following set types:

SetTypes tab page

Assigned Set Types


COMM_PR_MAT Basic Data for Materials 10 Material

COMM_PR_UNIT Units of Measure 20 Material

COMM_PR_GTIN Global Trade Item Number (GTIN)

30 Material

COMM_PR_LGTEXT1 Basic Texts 40 Material

COMM_PR_SHTEXT Descriptions 30 General

CRMM_PR_TAX Product Taxes 50 General


ResultYou have maintained all categories necessary for vehicles that are used in the SAP Best Practices scenario for IC Automotive.

3.1.3.2 Assigning Categories to Number Range Group

UseIn order to use the new categories for vehicles with internal numbering, you need to assign those categories to predefined number range groups.

Each number range group has got an internal number range assigned.With the assignment of a category to a special number range group, the corresponding internal number range is also valid for the products which were created using the repective category.

PrerequsitesSensible internal number ranges and number range groups (e.g., Y_BP_GROUP) have already been defined in the CRM system.

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SAP CRM Assigning Categories to Number Range Group

Transaction code COMCMATERIALID

IMG menu Cross-Application Components SAP Product Settings for Product Type Number Assignment Define Number Ranges for the Product Type "Material"

2. Choose Maintain Groups.

3. Mark a new category (group section Not assigned) and choose Select element.

4. Check the corresponding number range group (here, e.g., Y_BP_GROUP) and choose Assign element group.

5. Save your settings.

6. Perform those steps for the following new categories:

ISAM_OWN_MANUALLY

ISAM_MAN

ISAM_OWN_UPLOADED

ISAM_THIRD_PARTY

YBP_MAT_VCLE

It is possible that the newly created categories might not appear in this transaction at once (in group section Not assigned).In this case just logon to the CRM system again in order to refresh the data.

3.1.3.3 Creating a Vehicle

UseThe purpose of this activity is to create a vehicle as reference product (material) used as example in the SAP Best Practices scenario IC (WebClient): Customer and Vehicle Help Desk for Automotive.

Procedure...


SAP CRM Creating a Vehicle

Transaction code COMMPR01

SAP menu Master Data Products Maintain Products

2. Choose Create Material.

3. In field For Category, select YBP_MAT_VCLE and choose Continue.

4. Enter the following example data:


Material Y_REF_RACER

Description Turbo Racer

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5. On the SAP Basic Data tab page, make the following entries:


Vehicle Model Extension

Manufacturer ISAM RACER

Model RACER SPORT 3

Model Key 4590M

Model Subtype 345K–1

Model Year 2006

6. On the General tab, you can maintain the product description in different languages:


Descriptions

Language German

Product Description Turbo Racer

7. On the Material tab, make the following entries:


Basic Data for Materials

Item Cat. Group NORM

Units of Measure

Base Unit of Measure PC

8. Choose Save.

ResultYou have created a vehicle as reference product (material).

3.1.3.4 Creating a Service Product

UseThe purpose of this activity is to create a service product used as example in the SAP Best Practices scenario IC (WebClient): Customer and Vehicle Help Desk for Automotive.

PrerequisitesA corresponding sales organization and a sold-to party have been replicated or created in the CRM system (for details see the corresponding building blocks C01 - CRM Organizational Model and C10 - CRM Central Master Data (and C03 - CRM Master and Transaction Data Replication respectively).

A corresponding category (e.g., YBP_CRM_SERVICE) has been created (for details see building block C13 – CRM Service Master Data).

Procedure...

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SAP CRM Creating a Service Product

Transaction code COMMPR01

SAP menu Master Data Products Maintain Products

2. Choose Create Service.

3. For the category, select YBP_CRM_SERVICE (BP CRM Service Products for Service Orders) using the input help.

4. Choose Continue.

5. Enter the data in the following fields:


Service INVESTIGATION

Description BP Vehicle Investigation

6. On the General tab, you can maintain the service description in different languages:


Descriptions

Language German

Product Description BP Fahrzeuguntersuchung

7. On the Service tab page, maintain the following values:


Transaction Control Fields

Item Cat. Group SRVP (Service product)

Duration of Work

Duration of Work 2000 H

Units of Measure

Base Unit of Measure H

8. On the Sales and Distribution tab page, choose Assign... .

9. Highlight sales organization BP_SALES and choose Assign.

10. Maintain the following entries:


Sales: Control Fields, Quantities

Sales Unit H

Minimum Order Qty 1000 H

Item Category Group SRVP (Service product)

11. On the Conditions tab page, in column CCtC, select condition type 0PR0 (Price) using the input help.

12. In the dialog box highlight key combination SAP005 and choose OK.

13. Maintain the following condition values (using the input help):

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Column name User action and values

Sales Organization BP_SALES

Distribution Channel 01

Product ID INVESTIGATION

Sold-To Party <your customer>(see chapter Creating Customer (Sold-To Party))

Amount 10,00

Currency EUR

per 1

Unit H

Valid-from Date <today>

Valid-to Date 31.12.9999

14. Choose Save.

ResultYou have have created an example service product that is used as reference.

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3.2 Business Process Configuration

3.2.1 Previous Steps

3.2.1.1 Copying IC WebClient Profile

UseThe purpose of this activity is to copy a standard IC WebClient profile and to rename it. The WebClient profile is designed to summarize the single profiles needed for the different scenarios. The final assignment of the scenario-specific single profiles to the new IC WebClient profiles will be described in a later section.

Copying the profiles and assigning them to the relevant positions (see next section Assigning IC WebClient Profile to Position) as previous step enables you to immediately log on to the IC WebClient using the new unfinished profiles.

Procedure1. Access the activity using the following navigation options:

SAP CRM Copying IC WebClient Profile

Transaction code SPRO

IMG menu Customer Relationship Management Interaction Center WebClient Define IC WebClient Profiles

2. Choose Display -> Change if necessary.

3. Highlight the profile AUTOMOTIVE as copy template.

4. Choose Copy As... .

5. Enter the new profile ID and profile description as follows:

When creating new data manually (not using the BC-Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE).

Profile ID Description

YAUTOMOTIVE BP Automotive Profile (EN)BP Automotive-Profil (DE)

6. Choose Enter.

7. In the occurring dialog box choose copy all.

8. Confirm the information dialog box.

9. Save your entries and choose a customizing request if required.

ResultYou created a new IC WebClient profile to use them for the Customer and Vehicle Help Desk scenario for Automotive.

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3.2.1.2 Assigning IC WebClient Profile to Organizational Unit

UseAfter you have created the new IC WebClient profile, you can assign it to the corresponding hierarchy nodes of the CRM organizational model: Either to an appropriate organizational unit, a position or directly to a user. If you assign an IC WebClient profile to an organizational unit, it is also valid for all subordinated objects (like positions and users).

According to your business requirements you can assign an IC profile to both, an organizational unit or a position.

PrerequisitesThe relevant organizational units have been created (see previous section).


SAP CRM Assigning IC WebClient Profile to Organizational Unit

Transaction code PPOMW

SAP menu Interaction Center Supporting Processes IC Structure Change Organization and Staffing

2. In the Find by area go to Organizational Unit Structure Search.

3. From the structure select SAP Best Practices Company BP Service Organization BP Service Help Desk.

4. Double-click on organizational unit BP Service Help Desk.

5. From the menu choose Goto Detail object Enhanced object description.

6. On tab Active highlight the infotype IC WebClient Profil.

7. Choose Create infotype (F5).



Validity <today>

to 31.12.9999

Profile YAUTOMOTIVE


ResultYou have assigned the appropriate IC WebClient profile to an organizational unit which is also valid now for all subordinated organizational units and positions.

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3.2.1.3 Assigning Own User to Organizational Unit

UseWith this activity you assign your own CRM system user which you use for the system configuration to all relevant positions of the CRM organizational model in order to be able to access the IC WebClient application with one of the newly created IC WebClient profiles. Like this you can always check directly every modification of the new IC WebClient profiles which you carry out with the later chapters.


SAP CRM Assigning Own User to Organizational Unit



2. In the Find by area go to Organizational unit Structure Search.

3. From the structure select SAP Best Practices Company BP Service Organization BP Service Help Desk.

4. Double-click on organizational unit BP Service Help Desk.

5. In the screen area Assignment Plan (CRM), navigate to the positions to which you want to assign your own system user to.

Position (ID) Position (Description) System User

POS_HD_ONE First Level Service Agent <your own system user>

POS_HD_TWO Second Level Service Agent <your own system user>

6. Mark the position and click the right mouse button and choose Assign.

7. To assign your own system user choose relationship Holder (User).

8. Search for your own system user, select it and confirm.

9. Save your assignments.

ResultYou assigned your own CRM system user which you use for the system configuration to all necessary positions of the SAP Best Practices organizational model.

3.2.1.4 Accessing the IC WebClient

UseIn order to check the configuration of the new IC WebClient profiles you need access to the IC WebClient application.

PrerequisitesYour system administrator has installed all necessary components.

The CRM organizational model structure with its organizational units and positions is maintained.

A new IC WebClient profile is assigned to each relevant organizational unit and/or position.

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Your own system user has been assigned the relevant organizational unit(s) and/or position(s).

Procedure

1. Access the activity using the following navigation option:

SAP CRM Accessing the IC WebClient

Transaction code CRM_IC

2. In the logon dialog box enter your CRM system user name and password for the respective CRM system.

3. Select profile YAUTOMOTIVE if necessary.

If more than one IC profile is available for your user, you need to select one when logging on to the IC WebClient.

ResultYou have logged on to the Interaction Center for checking your new profile.

3.2.1.5 Working with SAP Contact Center Simulator (CCS)

UseThe SAP Contact Simulator (CCS) enables you to test and demonstrate all the communication channels in the IC WebClient without having to install and configure a real Contact Center. With the CCS you can simulate inbound phone calls, messages and chat requests that are sent to agents working with the IC WebClient.

It also contains information on valid phone numbers and email addresses if you want to make outbound communication from the IC WebClient.

PrerequisitesYou have installed, deployed and customized the Integrated Communication Interface (ICI).You have set up the IC WebClient.

The SAP Contact Center Simulator has been configured as communication management system (CMS) for the SAP Best Practices IC WebClient scenarios (for details see the configuration guide for building block C78 – CRM Interaction Center (WebClient)).

Procedure 1. Access the activity using the following navigation:

Web Working withe SAP Contact Center Simulator (CCS)

URL http://<hostname>:<port>/ccsui/CSSUIStart.jsp

Ask your system administrator for the correct URL address (host name and port information).

2. The following procedure of an inbound phone call simulation shows how to carry out a simple demonstration of the functionality in demonstration mode. The demonstration procedure starts from the CCS in its initial status:

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3. In the CCS choose Agents Simulation. On the Agents Overview Page you can see if your IC WebClient agent that you are going to use for the demonstration is not currently logged on.

4. In the IC WebClient, log with your CRM system user and ensure that the telephony channel is selected (icon Phone – Channel selector), so that the agent can receive inbound phone calls. Select work mode Ready using the radio button.

5. In the CCS on the Agents Overview Page, choose Refresh. You see that the agent is now logged on with work mode Ready. The agent’s contact details are shown in column Addresses.

6. In the CCS choose Telephony Simulation. The Telephony Demo Page appears.

7. In field From, enter the phone number of a customer who might call the agent (e.g., +491234444).

You can actually enter any phone number, but if you enter a customer’s phone number recognized by the system, the customer’s details will be displayed. The destination phone numbers available on the Telephony Info Page are not to be used in this demonstration. They are only for outbound demonstrations.

8. In field To, highlight the phone number of the agent. You need to actively select the number even if there is only one number available in the field.

9. Choose Call agent. The status message Phone call is active appears.

10. In the IC WebClient session, note the inbound phone call and accept it.

11. In the CCS session on the Telephony Demo Page, choose Drop Call. The status message Connection is closed appears.

12. In the IC WebClient session, note that the call has been dropped.

In the business partner master data there are two fields for the telephone number: Telephone and Extension. In the Telephone field the city number and the company number are maintained. During telephony simulation, the system only checks the entry in the Telephone field.

3.2.1.6 Defining Business Add-In

UseIn this activity, you create a new Business Add-In to determine the default setup that is common to the Automotive Interaction Center WebClient.

PrerequisitesThe new example categories for vehicles and IC WebClient profile have been defined like described in the chapters above (with the same ID).


SAP CRM Defining Business Add-In


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IMG menu CRM Interaction Center WebClient Industry-Specific Functions Individual Objects BAdI: Standard Settings for Automotive User Interfaces

2. In the occurring dialog box choose Create.

3. In the second occurring dialog box enter the following data and choose Continue:


Definition Name CRM_ISAM_COMMON

Implementation Name Y_ISAM_AUTOMOTIVE



Implementation Short Text BP Automotive Implementation

5. Save your entries and select a corresponding package (for example, $TMP for local objects).

6. On the Interface tab, double click on YCL_IM_ISAM_AUTOMOTIVE in the field Name of implementing class.

7. On the Methods tab, double-click on the method IF_EX_CRM_ISAM_COMMON~DETERMINE_DEFAULT_SETUP.

8. You can see that there is no coding in this method. On order to copy the coding from the Default Automotive Implementation ISAM_COMMON_EX_IMPL generate a new session and access this activity using the navigation options mentioned above.

9. In the dialog box highlight the implementation ISAM_COMMON_EX_IMPL and choose Change.

10. Confirm the information message.

11. Choose Deactivate and select a workbench request if required.

12. On the Interface tab, double click on CL_IM_ISAM_COMMON_EX_IMPL in the field Name of implementing class.

13. On the Methods tab, double click on the method IF_EX_CRM_ISAM_COMMON~DETERMINE_DEFAULT_SETUP.

14. Copy the whole block of coding from this default method into the new BAdI Implementation method that you have just created.

15. Change the following coding with the one provided below:

Original Codes to be replaced concerning IC WebClient profile:

CASE lv_icwc_prof.WHEN 'AUTOMOTIVE'. " Case for automotive ev_object_family = '0601'.

ENDCASE.

Replacement Codes:

CASE lv_icwc_prof.WHEN 'YAUTOMOTIVE'. " Case for automotive best practices ev_object_family = '0601'.WHEN 'AUTOMOTIVE'. " Case for automotive ev_object_family = '0601'.

ENDCASE.

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16. Choose Activate.

17. In dialog box Inactive Objects on tab Local objects select all objects and choose Continue (Enter).

18. Choose Back (F3) two times to navigate back to the Business Add-in Builder screen.

19. Choose Activate.

ResultYou have defined the Business Add-In which is used in the IC Automotive scenario of SAP Best Practices.

3.2.2 Transaction Settings

3.2.2.1 Defining Partner Determination Procedures

Use In this activity, you define partner determination procedures that the system uses to automatically enter partners in the necessary transactions. The partner functions and access sequences are assigned here.

Procedure

1. Access the activity using the following navigation options:

SAP CRM Defining Partner Determination Procedures

Transaction Code SPRO

IMG menu Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure

(1) Partner Determination Procedure for the Interaction Record:

2. Highlight partner determination procedure 00000062 (Contacts) and choose Copy As… .

3. Enter the following values:



Procedure Y0000A62

Description BP Contacts Automotive (EN)BP Kontakte Automotive (DE)

4. Choose Enter.

5. In dialog box Specify object to be copied choose copy all.

6. Choose Continue to confirm the information message.

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7. Save your entries and select a customizing request if required.

8. Highlight the new procedure Y0000A62 and double click on view Partner Functions in Procedure.

9. Highlight partner function 00000012 (Sales Representative) and choose Details.

10. Maintain the following data (and keep the other unchanged):


Access sequence <empty>

11. Save your entry and choose Back.

12. Highlight partner function 00000015 (Contact Person) and choose Details.



No. of Occurences (Lowest) 0

No. of Occurences (Highest) 10

14. Save your entry and choose Back (F3).

15. Highlight partner function 00000099 (Responsible Group) and choose Details.






17. Save your entry and choose Back twice.

(2) Partner Determination Procedure for the Service Ticket:

1. Highlight partner determination procedure 00000006 (SAP Service Header) and choose Copy As… .



Procedure Y0000AU6

Description BP Service Header AU (EN)BP Service Kopfdaten AU (DE)

3. Choose Enter.

4. In dialog box Specify object to be copied choose Copy all.



7. Highlight the new procedure Y0000AU6 and double click on view Procedure User.

8. Highlight procedure user BUS200255 – Warranty Claim CRM and choose Delete.


10. Double click on view Partner Functions in Procedure.

11. Highlight partner function 00000056 (Service Employee Group) and choose Delete.

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12. Highlight partner function 00000055 (Ship-To Party/ServiceRecipient) and choose Delete.

13. To replace this partner function choose New Entries and enter the following data:


Partner Function 00000002 Ship-To Party (CRM)

General

Changeable (if Correct…)



Address

Changeable addr.

Partner Determination

Access Sequence 0005 Preceding Document Business Partner Relationships: Sold-To Party Current P


15. Highlight partner function 00000003 (Bill-To Party) and choose Details.





18. Highlight partner function 00000004 (Payer) and choose Details.





21. Choose New Entries and enter the following data:


Partner Function 00000099 Responsible Group (CRM)

General

Changeable (if Correct…)



Address

Changeable addr.

Partner Determination



23. Double-click on view User Interface Settings and maintain the following values:

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Header Screen

Partner Function 1 00000001 – Sold-To Party (CRM)

Partner Function 2 00000014 – Employee Responsible (CRM)

Partner Function 3 00000099 – Responsible Group (CRM)

Partner Function 4 00000002 – Ship-To Party (CRM)


ResultTwo new partner determination procedures have been defined for the Interaction Record and the Service Ticket transaction.

3.2.2.2 Defining Text Determination Procedure

UseThe purpose of this activity is to create a new text determination procedure to be used in the Customer and Vehicle Service Help Desk scenario in order to enable the service agent to log the texts.


SAP CRM Defining Text Determination Procedure


IMG menu Customer Relationship Management Basic Functions Text Management Define Text Determination Procedure

2. Highlight text object CRM_ORDERH (Transaction Header) and double click on view Procedure.

3. Choose New Entries and enter the following values:



Text Det.Proc. Y_AUTOML

Dscrptn Proc. BP Automotive Log (EN and DE)


5. Highlight the new text determination procedure and double click on view Definition of Procedure.

6. Choose New Entries and create the following text type:

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Text Type A002

Description Note

Definition of Procedure

Sequence 0020

Changes P Log

Transfer Type Not Yet Defined

7. Save your entries and choose Back.

8. Choose New Entries and create the following text type:


Text Type A008

Description Log

Definition of Procedure

Sequence 0030

Changes R Display Log

Transfer Type Not Yet Defined


ResultYou have defined a new text determination procedure.

3.2.2.3 Defining Catalog

UseIn this activity, you define the term catalogs and catalog languages required in addition to those already defined in the standard system.


SAP CRM Defining Catalog


IMG menu Customer Relationship Management Basic Functions Catalogs, Codes and Profiles Define Catalogs



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Catalog YA

Catalog short text BP Automotive: Damages, Defects, Reasons (EN)BP Automotive: Schaden, Defekt, Ursachen (DE)

Catalog Cty C Overview of Damage/Defects/Reasons

Keyword BP Autom. (EN and DE)


ResultYou have defined a new catalog type with its attributes.

3.2.2.4 Defining Code Group and Codes for Catalogs

UseIn this activity, you define code groups and codes for catalogs.


SAP CRM Defining Code Groups and Codes for Catalogs


IMG menu Customer Relationship Management Basic Functions Catalogs, Codes and Profiles Define Code Groups and Codes for Catalogs

2. In dialog box Determine Work Area: Entry, enter YA in the Catalog field and choose Continue.

3. To create a new code group choose New Entries and enter the following values:



Code Group YISAM1

Descript. BP Automotive Checklist (EN)BP Automotive-Prüfliste (DE)

Status 2 Released


5. Highlight the new code group YISAM1 and double click on view Codes.

6. Choose Change->Display in order to switch to change mode if necessary and choose New Entries.

7. Enter the following example values:

© SAP AG of 74


Code Descript. Defect Class

ABS Check ABS light or stability light (EN)ABS-Kontrollleuchte prüfen (DE)

01 Critical Defect

BRF Check front brakes (EN)Vordere Bremsen prüfen (DE)

02 Major Defect A

BRP Check parking brake (EN)Handbremse prüfen (DE)

03 Major Defect B

BRR Check rear brakes (EN)Hintere Bremsen prüfen (DE)

02 Major Defect A

CRC Check cruise control (EN)Fahrtkontrolle prüfen (DE)

05 Minor Defect B

DLK Check power locking system (EN)Zentralverriegelungssystem prüfen (DE)

04 Minor Defect A

MIL Check service engine soon light (EN)Service-Kontrollleuchte prüfen (DE)

02 Major Defect A

MIR Check mirror operation (EN)Spiegelfunktionen prüfen (DE)

03 Major Defect B

OVR Check engine overheating (EN)Motorüberhitzung testen (DE)

03 Major Defect B

SIR Check airbag light (EN)Airbag-Kontrollleuchte prüfen (DE)

03 Major Defect B

SPK Check radio speakers (EN)Radiolautsprecher prüfen (DE)

03 Major Defect B

SRC Check ride control light (EN)Fahrt-Kontrollleuchte prüfen (DE)

03 Major Defect B

VIB Check vehicle vibration (EN)Fahrzeugvibrationen testen (DE)

03 Major Defect B


ResultYou have defined a new code group and codes.

3.2.2.5 Defining Code Group Profile

UseIn this activity, you define code group profiles. You create procedures that should only contain a selection of the code groups of a catalog.


SAP CRM Defining Code Group Profile


IMG menu Customer Relationship Management Basic Functions Catalogs, Codes and Profiles Define Code Group Profiles

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2. Highlight the catalog YA and double-click on view Definition of Code Group Profile.

3. Change->Display in order to switch to change mode if necessary and choose New Entries.




CdGrpPrfle YISAMP

CdPrfleTxt BP Automotive Check Profile (EN)BP Automotive Prüfprofil (DE)


6. Highlight the new code group profile YISAMP and double click on view Code Groups for Profile.

7. Choose New Entries and select code group YISAM1 (BP Automotive Checklist).


ResultYou have defined a new code group profile.

3.2.2.6 Defining Subject Profile

UseIn this activity, you define subject profiles. You can assign a code group profile to a subject profile for each catalog type under Code group profile for subject profile.


SAP CRM Defining Subject Profile


IMG menu Customer Relationship Management Basic Functions Catalogs, Codes and Profiles Define Subject Profiles




© SAP AG of 74


Subj.Prof. YISAMP

SbjPrfCat. A Service

Text BP Automotive: Service Ticket (EN and DE)


4. Hightlight the new subject profile YISAMP and double click on Code Group Profile for Subject Profile.

5. Choose New Entries and enter the following values (using the input help):


Catalog YA BP Autom.

CdGrpPrfle YISAMP

CdPrfleTxt BP Automotive Check Profile

Level 1 Level 1


ResultYou have defined a new subject profile.

3.2.2.7 Checking Application Area for Categorization

UseIn this activity, you can find the application areas for categorization delivered by SAP which are used to assign categorization schema(ta) defined in People-Centic UI Category Modeler applications. If the required application is not found, then you need to create a new one.


SAP CRM Checking Application Area for Categorization


IMG menu Customer Relationship Management CRM Cross-Application Components Multilevel Categorization Define Application Areas for Categorization

2. Check if the following entry exists:

Application ID Description

SERVICE_TICKET Service Ticket

3. If the above application area does not exist, you need to create one. Choose New Entries and enter the following entries.


Application ID SERVICE_TICKET

Description Service Ticket

© SAP AG of 74



Cardinality A n Application Areas : 1 Schema

SAP BW Relevant

Content Analysis Settings

RFC Destination <RFC destination for TREX instance of the application area>

Index Prefix CA:

Scoring Factor 1,000000

Fuzzy Similarity 0,800000

AND Token +

AND NOT Token -


3.2.2.8 Defining Transaction Types

UseThe purpose of this activity is to create a new service transaction type to be used in the IC (WebClient): Customer and Vehicle Service Help Desk scenario.


SAP CRM Defining Transaction Types


IMG menu Customer Relationship Management Transactions Basic Settings Define Transaction Types

2. In order to create a new transaction type YA10 as a copy of 0010 – Business Activity perform the following steps:

3. Highlight business transaction 0010 and choose Copy As… .


4. Maintain the following values (and keep the others unchanged):


Transaction Type YA10 BP Bus. Activity AU (EN)BP Kontakt AU (DE)

General

Description BP Business Activity (Automotive) (EN)BP Kontakt (Automotive) (DE)

Inactive <empty>

Profiles

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Text Det. Procedure Y_AUTOML BP Automotive Log

Partner Determ.Proc. Y0000A62 BP Contacts Automotive

5. Press Enter.



8. In order to create another new transaction type YSVA as a copy of TSRV – Teleservice, perform the following steps:

9. Highlight business transaction TSRV and choose Copy As… .




Transaction Type YSVA BP Service Ticket AU (EN and DE)

General

Description BP Service Ticket (Automotive) (EN and DE)

Product Determination

Profile for Altern. Identif. ISAM

Profiles

Text Det. Procedure Y_AUTOML BP Automotive Log

Partner Determ.Proc. Y0000AU6 BP Service Header AU

Org. Data Prof. 000000000001 Standard Org. Data Profile (Header)

Date Profile YTSV_HEADER1

11. Press Enter.



14. Highlight the new transaction type YSVA and double click on view Assignment of Business Transactions Categories.

15. Highlight transaction category BUS2000116 Service Process and double click on view Customizing header.



Subject Profile YISAMP (BP Automotive: Service Ticket)


18. You have assigned the subject profile defined earlier to the new service ticket transaction type.

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ResultTwo new business transactions YA10 and YSVA have been created.

3.2.2.9 Defining Item Category Group

UseIn this activity, you define the item category group. With the help of the item category group, you review the various products from a business view for item category determination.


SAP CRM Defining Item Category Group


IMG menu Customer Relationship Management Transactions Basic Settings Define Item Category Group



Item Category Determination No.1

Field Entry

ItmCtyGp YGRA

Description BP Service Group AU (EN)BP Servicegruppe AU (DE)


ResultA new item category group YGRA has been defined.

3.2.2.10 Defining Item Category

UseIn this activity, you define a new item category. An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed.


SAP CRM Defining Item Category


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IMG menu Customer Relationship Management Transactions Basic Settings Define Item Categories

2. Highlight item category SRVP – SAP Standard Service Item and and choose Copy As… .




Item Category YSRA BP Service Item Auto (EN)BP Servicepos.(Auto) (DE)

General

Description BP Service Item Automotive (EN)BP Serviceposition (Automotive) (DE)

Profiles

PartnerDetProc. <empty>

Org. Data Prof. 000000000002

4. Press Enter.

5. Confirm all information messages.


7. Highlight the new item category YSRA and double-click on view Assignment of Business Transaction Categories.

8. Highlight BUS2000115 Sales and double click on view Customizing Item.



Billing Data/Credit

Bill. Relevance E - Order related billing acc. to order quantity

Int. Billing A - Via CRM Billing

Pricing Data

Pricing-rel. <empty>


ResultA new item category YSRA has been defined.

3.2.2.11 Maintaining Item Category

Use

© SAP AG of 74


In this activity, you define a new item category. An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed.


SAP CRM Maintaining Item Category


IMG menu Customer Relationship Management Transactions Basic Settings Define Item Categories

2. Highlight item category SRVP and double-click on view Assignment of Business Transaction Categories.

3. Highlight BUS2000115 Sales and double-click on view Customizing Item.

4. Maintain the following values:


Pricing Data

Pricing-rel. <empty>


ResultItem category SRVP has been adapted.

3.2.2.12 Defining Item Category Determination

UseIn this process, you can define, per business transaction category and item category group, which item categories the system defaults for processing business transactions.


SAP CRM Defining Item Category Determination


IMG menu Customer Relationship Management Transactions Basic Settings Define Item Category Determination




Transaction Typ YSVA (BP Service Ticket AU)

Item Cat. Group

Item Cat. Usage

Main Item cat.

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Item Category Determination

Item Category SRVP (SAP Service Item)

Alt. itm cat.1 SRVM (SAP Spare Part Item)

Alt. itm cat.2 SRVS (SAP Std Serv ProdItm)

Alt. itm cat.3 TAN (Sales Item)

Alt. itm cat.4 SRVE (Service Expense Item)

3. Save your entries and and select a customizing request if required.

4. Choose Back (F3).

5. Repeat the procedure create another four item category determinations with the following values:



Transaction Type YSVA (BP Service Ticket AU)

Item Cat. Group NORM (Sales Item)

Item Cat. Usage

Main Item cat.


Item Category SRVS (SAP Std Serv ProdItm)

Alt. itm cat.1 SRVM (SAP Spare Part Item)





Item Cat. Group SRVM (ServiceMaterial)

Item Cat. Usage

Main Item cat.


Item Category SRVM (SAP Spare Part Item)

Alt. itm cat.1 SRVS (SAP Std Serv ProdItm)





Item Cat. Group SRVP (Service product)

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Item Cat. Usage

Main Item cat.


Item Category SRVP (SAP Service Item)




Item Cat. Group YGRA (BP Service Group AU)

Item Cat. Usage

Main Item cat. YSRA (BP Service Item Auto)


Item Category YSRA (BP Service Item Auto)

6. Save all your entries.

ResultYou have defined all necessary item catgory determinations.

3.2.2.13 Defining Categories with Category Modeler

UseIn this activity, you define different category and sub-category for the content analysis in the People-Centric UI Category Modeler.

PrerequisitesBe sure that your installation system user has the role SAP_PCC_ERMS_ADMIN in order to be sure that you are able to use the F4 help for the category modeler and the rule modeler.

Procedure1. Access the activity using the following navigation option:

SAP CRM Defining Categories with Category Modeler

Transaction code CRMC_BSP_ANALYZE

2. Enter CRMM_ERM_CAT in the Application field and choose Execute.

3. In the logon dialog box enter your CRM system user and password for the according CRM system.

4. Choose New Schema.

5. On the General Data tab, maintain the following entries:


© SAP AG of 74


Identifier Y_AUT

Name BP Service Ticket Automotive

Description BP Service Ticket Automotive

From Date <today>

Valid From Time <now + 10 minutes>

6. On the Application Areas tab page, choose Add Entry and maintain the following entries (using the input help):

Application Parameter Value

Service Ticket Subject Profile BP Automotive: Service Ticket

Rule Modeler Context Order Routing

7. On the Categories tab, choose Create Subnode and maintain the following entries:

Field name Values

Identifier Y1

Label Vehicle

Description Vehicle

8. Highlight subnode Y1, choose Create Subnode and maintain the following entries:

Field name Values

Identifier YA_1

Label Check

Description Check

9. Highlight subnode YA_1, choose Create Subnode and maintain the following three example entries one after another on the same level:

Field name Values 1 Values 2 Values 3

Identifier YAA_1 YAA_2 YAA_3

Label Brakes Engine Electrics

Description Brakes Engine Electrics

10. Highlight subnode YAA_1, choose Create Subnode and maintain the following entries:


Identifier YAA_1A

Label Front

Description Front

11. Highlight subnode YAA_1A.the General Data tab below maintain the following data (using the input help):


Subject Code Check front brakes

Catalog/Code Group/Code YA YISAM1 BRF

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12. Highlight subnode YAA_1 again, choose Create Subnode and maintain the following entries:


Identifier YAA_1B

Label Rear

Description Rear

13. Highlight subnode YAA_1B.On the General Data tab below maintain the following data (using the input help):


Subject Code Check rear brakes

Catalog/Code Group/Code YA YISAM1 BRR

14. On the General Data tab on top, select Released from the Status field.

15. Choose Save and close the browser window.

After release of the new schema the deployment process of the new categories starts automatically and might take some time. After that the status automatically switches from Released to Active.

The category must have the status Active in order to be selectable when creating a new rule with the rule modeler (see chapter below).

If you need more category or classification of service tickets, you can add more categories by adding subnodes similar to the procedures above. This will enable the service ticket to be more defined and routed to the correct responsible agent.

ResultYou have defined the different categories for the content analysis by the Order Routing System.

3.2.2.14 Defining Rules with Rule Modeler

UseIn this activity, you create the rules that are used for the handling and evaluation of all incoming service tickets in the E-Mail Response Management System (ERMS). The ERMS will then, based on the rules defined, route the service ticket to the appropriate service agent.

PrerequisitesBe sure that your installation system user has the role SAP_PCC_ERMS_ADMIN in order to be sure that you are able to use the F4 help for the category modeler and the rule modeler.

The newly created categories (see chapter above) have been deployed successfully with status Active.

Procedure

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1. Access the activity using the following navigation options:

SAP CRM Creating Rules with Rule Modeler

Transaction code CRMC_BSP_ANALYZE

2. Enter CRMM_ERM_RULES in the Application field and choose Execute.

3. In the logon dialog box enter your CRM system user and password for the according CRM system.

4. In the Rule Modeler screen enter the following header data:


Name Y_AUTO

Description BP Automotive

Context Order Routing

5. Choose Go.

6. In the application area choose New Policy.

7. On the Details tab enter the following entries:


Name Y_AUTO

Description BP Automotive

8. Press ENTER.

9. On the Draft Rules tab, choose New Create Subnode and maintain the following entries below the Rules row:


Name Y_AUTOM

Description BP Automotive STA Rules

10. Press ENTER.

11. Highlight subnode Y_AUTOM and choose New -> Create Subnode and maintain the following rule entry:


Name Y_AUT_CAT

Description BP Automotive: Category Based Rule

12. Select the Conditions tab page below.

13. Below the If row, select the following column entries (using the input help):

Attribute Operator Value Description

ICWC_Order:category Contains Y_AUT:YAA_1B Rear

For selecting the correct category in column Value use the input help.In the dialog box Categories search for the schema Y_AUT which you created before (pay attention to the date of validity fields).Open the tree structure of schema Y_AUT until you see the new category YAA_1B. Highlight this category to select this condition value automatically.

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14. Press ENTER and choose the Actions tab.

15. Choose Add Entry

16. In the field besides the icon (below the Actions/Parameters row) select action Routing using the input help.

17. In the new row Group in column Value, select the corresponding organizational unit using the input help (here: org. unit BP_HD_TWO – BP Second Level Service Help Desk see chapter Maintaining Organizational Model).

18. Press ENTER.

19. The entries on the Action tab will be like the following:

Name Value Description

Actions / Parameters

<org. unit ID> BP Second Level

Service Help Desk

20. On the Preview tab, you can see the new rule like the following:

If

ICWC_Order:category Contains Rear

Then

Routing ( Group = BP Second Level Service Help Desk )

21. Choose Release Rules to activate the rules that you have just defined.

22. Choose Save (at the top of the screen).

ResultYou have defined the rules for routing the service ticket to the relevant organization in dependence from the selection of the categories.

3.2.2.15 Maintaining Service Manager Profile

UseService manager profiles determine which services and related properties are executed or performed and in what sequence when called by the service manager.

In the E-Mail Response Management System (ERMS) context, the service manager is integrated with business workflow

For the new rule it is necessary that the rule policy assigned to the service manager profile.


SAP CRM Defining Service Manager Profile


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IMG menu Customer Relationship Management E-Mail Response Management System Service Manager Define Service Manager Profiles

2. Highlight service manager profile SAP_ORDERROUTING and double-click on view Directly Called Services.

3. Highlight service RE_RULE_EXEC – Rule Execution and double-click on view Properties.

4. Enter your newly created rule policy:

Property ID Property Value

POLICY Y_AUTO

ResultThe new rule policy has been assigned to the service manager profile.

3.2.2.16 Defining E-Mail Form

UseIn this activity you create an e-mail form in order to use it as a template when sending e-mails to customers.


SAP CRM Defining E-Mail Form

Transaction code CRMD_EMAIL

SAP menu Interaction Center Email Response Management System Administration Maintain Mail Form

2. Choose Create and enter the following values and choose Continue:


Mail Form Y_ANSWER_AUTOMOTIVE

Customer Scenario ERMS

3. In the navigation area on tab Form do a right mouse-click on the entry MAIN Main Window and choose Create → Text from the dropdown menu.

4. Enter the following example data:


Text Y_AUT

Description BP E-Mail Form Text Automotive

Design

<your e-mail form text> (see example below)

17. Save your new e-mail form.

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You can design your e-mail template in the e-mail design window (tab Design) with the assistance of the text formatting tools above. Fields such as customer’s first and last name, address etc. can be added by drag-and-drop functionality found on the bottom left of the screen in the different Object/Attributes folders (here, for example, folder Business Partner).

Dear ,

We have solved your problem and can give you an answer regarding the following issue:

Best regards

Your Customer Service Help Desk Automotive.

ResultYou have defined an e-mail template that is used when the responsible agent sends an e-mail reply to a customer.

3.2.3 IC WebClient Profile for Automotive

UseThe purpose of this activity is to customize an Interaction Center (IC) WebClient profile for Automotive. It determines the layout of the agent desktop application, including which components, functions, and transactions are available. Each component or function has its own profile, for example, e-mail or scripting. The IC profile is a collection of all these individual profiles.

Integration:

An IC profile can be assigned to an organizational unit or position in an organizational structure. It is possible to assign more than one IC profile to one user or agent. Logical inheritance carries the IC profile to the lower-level nodes in the structure, unless they contain their own IC profile

Grouping agents, for example by skills, role, or work area, and specifying a IC profiles accordingly saves time on data maintenance by avoiding to assign an IC profile to each user. An agent can be assigned to multiple profiles. In this case, he has to select one of these to start the Interaction Center.

For information on how the SAP Best Practices IC profiles were defined, refer to the items in the substructure.

3.2.3.1 Defining Account Identification Profile

Use

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The purpose of this activity is to define a profile for identifying accounts in the Interaction Center WebClient. You can define parameters for account searches using either a business-to-business scenario or a business-to-consumer scenario. You can also set default values that the system uses when agents create new accounts or contact persons.


SAP CRM Defining Account Identification Profile


IMG menu Customer Relationship Management Interaction Center WebClient Master Data Accounts Define Account Identification Profiles

2. To create a new account identification profile, mark B2C and choose Copy As… .




Acct ID Profile YBP_B2C

Description BP B2C Scenario (EN)BP B2C-Szenario (DE)

Account Identification Profile

Max. Number of Hits 0

Account Search

Account Role CRM000 (Sold-To Party)

Contact Person Role (B2B) BUP001 (Contact Person)

Find Contact Persons Automatically

Account Creation

Grouping Y5 (CRM Customer)

Default Role <empty>

IBase

IBase Search Partner <empty>

4. Press Enter.

5. On the Specify object to be copied screen, choose Copy all.

6. Confirm the following information messages.


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ResultA new account identification profile has been created.

3.2.3.2 Defining Business Transaction Profile

Use

You use this customizing activity to define profiles for the business transactions used in the Interaction Center WebClient. You can use a business transaction profile to define which transaction types can be used to create business transactions.

PrerequisitesThe required transaction types YA10 and YSVA have been created.


SAP CRM Defining Business Transaction Profile


IMG menu Customer Relationship Management Interaction Center WebClient Business Transactions Define Business Transaction Profiles

2. Choose New Entries and maintain the following values:



Business Transaction Profile YISA_ST

Description BP Automotive Prof. (EN)BP Automotiveprofil (DE)

Trans.Type YA10

3. Choose Enter.

4. Highlight the new business transaction profile YISA_ST and double click on view Dependent Business Transactions.

5. Choose New Entries.

6. Enter in the following data:

Trans.Type Service Description

YSVA BP Service Ticket AU


Result

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A new business transaction profile has been created.

3.2.3.3 Assigning Partner Functions to Business Transactions

Use

The purpose or this activity is to define in which partner functions the identified customer, or if necessary the contact person and the Interaction Center Agent should be used in the business transaction.

PrerequisitesThe required transaction types have been created (see also corresponding sections in the Configuration Guides of the building blocks CRM Basic Sales (C23) and CRM Service (C26)).


SAP CRM Assigning Partner Functions to Business Transactions


IMG menu Customer Relationship Management Interaction Center WebClient Business Transactions Assign Partner Functions to Business Transactions


3. Enter the following settings:

Trans.Type Customer Partner Function

Contact Partner Function

Agent Partner Function

YA10 00000009Activity Partner

00000015 Contact Person

00000014 Employee Responsible

YSVA 00000001 Sold-to Party

00000015 Contact Person

ICAGENTInteraction Center Agent


3.2.3.4 Defining Navigation Bar Profile

UseThe purpose of this activity is to define which Interaction Center WebClient functions are included in the agent's standard and personalized areas of the navigation bar, which functions are found in the index, how they are grouped, and how the corresponding description for each function looks like. Highlighting in the navigation bar happens automatically when agents select a function from the navigation bar or the index. However, agents can also access functions through other functions.


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SAP CRM Defining Navigation Bar Profile


IMG menu Customer Relationship Management Interaction Center WebClient Basic Functions Define Navigation Bar Profiles

2. To create a new navigation bar profile highlight the standard profile AUTO and choose Copy As… .




Navigation Transaction Profile YAUTO

DescriptionBP Automotive Navigation Bar (EN)BP Automotive-Navigationsleiste (DE)

Default Logon Entry IDENTIFY_CUSTOMER

4. Choose Enter.

5. On the Specify object to be copied screen, choose copy all and confirm the following information message.


ResultA new navigation bar profile YAUTO has been created in order to assign it to the IC WebClient profile.

3.2.3.5 Defining Element Categories for Searches

Use

Here you define the categories that specify which types of business objects can be selected with the Agent Inbox search facility.


SAP CRM Defining Element Categories for Searches


IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Inbox Search Definitions Define Element Categories for Searches


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3. Maintain the following entries:

Item Type Main Category Description ID

ONEORDER Inbox One Order Item

YA10 BP Interaction Record Autom. (EN+DE)

@DH@ ( )

ONEORDER Inbox One Order Item

YSVA BP Service Ticket Automotive (EN+DE)

@92@ ( )


ResultTwo new item categories for searches YA10 and YSVA have been created.

3.2.3.6 Mapping Business Transactions to Responsible Agents

UseIn this activity, you can assign partner functions for displaying search results and you can define partner functions for the inbox search using search attribute Assigned To.


SAP CRM Mapping Business Transactions to Responsible Agents


IMG menu CRM Interaction Center WebClient Agent Inbox Map Item Attributes to Inbox Attributes Map Business Transactions to Responsible Employees and Groups

2. Choose New Entries and maintain the following entries:


Inbox Item Type ONEORDER Inbox One Order Item

Procedure Y0000AU6

Responsible Employee 00000014

Responsible Group 00000099

Contact Person 00000015

Sold-To Party 00000001


Result

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You have mapped the Business Transactions to the Responsible Service Agent.

3.2.3.7 Defining Agent Inbox Profile

Use

In this IMG activity you define the inbox profile that determines which entries are displayed in the dropdown list boxes of the Inbox Search.

PrerequisitesYou have defined your Item Categories for Searches.


SAP CRM Defining Agent Inbox Profile


IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Define Inbox Profile

2. To create a new agent inbox profile mark Default - 1 and choose Copy As… .



Inbox Profile Description Maximum Hits

YISA_ST BP Service Automotive (EN and DE) 100

4. Choose Enter.

5. On the Specify object to be copied screen, choose copy all and confirm the following information message.

6. Save your new agent inbox profile and select a customizing request if required.

7. Highlight your new inbox profile YISA_ST and double-click on view Assign Main Categories.

8. To delete all entries choose Select All, then Delete.

9. Confirm the information message.

10. Choose New Entries and maintain the following values:

Main Category Description Sort

INT E-Mail 1

YSVA BP Service Ticket Automotive 2


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ResultYou have defined your Agent Inbox Profiles. Now you are ready to define your IC WebClient Profiles.

3.2.3.8 Defining Outgoing E-Mail Address

Use

In this IMG activity, you logically group e-mail addresses that agents can choose as their outgoing e-mail address when responding to e-mails. These e-mail addresses appear in the From dropdown box in the E-Mail Header section on the E-Mail screen.

Outgoing e-mail address groups can be assigned to e-mail profiles. Only one outgoing e-mail address group can be assigned to each e-mail profile.


SAP CRM Defining Outgoing E-Mail Address


IMG Path Customer Relationship Management Interaction Center WebClient Basic Functions Communications Channels Define Outgoing E-Mail Address Groups

2. To create a new outgoing e-mail address group, choose New Entries.

3. Maintain the following example values:


Address Group Y_SRV_AUT

Address/Number <your existing outgoing service e-mail address>(e.g., [email protected])


3.2.3.9 Defining E-Mail Profile

Use

In this IMG activity, you configure options for e-mail processing in the Interaction Center (IC) WebClient.

PrerequisitesThe outgoing address group Y_SRV_AUT has been created as described above.


SAP CRM Defining E-Mail Profile

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IMG menu Customer Relationship Management Interaction Center WebClient Basic Functions Communications Channels Define Email Profiles

2. To create a new email profile mark Default and choose Copy As… .




Profile ID Y_AUTO

Description BP E-Mail Profile Automotive (EN)BP E-Mail-Profil (Automotive) (DE)

Outgoing Addr. Group Y_SRV_AUT

4. Choose Enter.


ResultThe new email profile Y_AUTO is defined.

3.2.3.10 Defining IC WebClient Profile

UseThe purpose of this activity is to assign the single profiles defined for each function to the WebClient profile. The WebClient profile is designed to summarize the single profiles needed for the different scenarios.

PrerequisitesAll necessary profiles have been defined.

The SAP Contact Center Simulator has been configured as communication management system (CMS) for the SAP Best Practices IC WebClient scenarios with Communication Management Software profile SAPCCS (for details see the Configuration Guide for building block C78 – CRM Interaction Center (WebClient)).


SAP CRM Defining IC WebClient Profile


IMG menu Customer Relationship Management Interaction Center WebClient Define IC WebClient Profiles

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2. Highlight the new IC WebClient profile YAUTOMOTIVE and double-click on view Assign Function Profiles.

3. Maintain the following values one after another:

Function Profile ID Description Function Profile

ACLIPBOARD Activity Clipboard AUTO

AGENT_INBOX Agent Inbox YISA_ST

ALERT Alert Modeler DEFAULT

BPIDENT Account YBP_B2C

BUSTRANS Business transaction YISA_ST

CALL_LIST Call list

CAMPAIGN Campaign

CATEGORIZATION Categorization DEFAULT

CONTACTCENTER Comm. Management Software SAPCCS

CONTENT_MGMT Content management AUTO

EMAIL E-Mail Y_AUTO

FICA Financial Accounting

ICBPLTXTS Business partner text DFLT

ICPLAPPS DFLT

KNOWLEDGESEARCH Knowledge Search DEFAULT

NAVBAR Navigation Bar YAUTO

PROD_PROP Product proposal DEFAULT

RUNTIME Runtime Framework AUTO

SCRIPT Scripting

WBAR Toolbar DEFAULT_CALL_LIST


ResultA new IC WebClient profile YAUTOMOTIVE has been defined.

3.2.3.11 Creating New Vehicle

UseThe purpose of this activity is to create a new vehicle in the IC (WebClient), which is used in this scenario as example data.


SAP CRM Creating New Vehicle

Transaction code CRM_IC

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2. In the navigation bar, choose Maintain Vehicle.

3. In the field Category ID, select Own Manually Created Vehicles (with Product Reference) and choose Continue.


Field Entry

Product Y_REF_RACER

VIN <your VIN> (e.g., AUZZZRACER031234)

License Plate No. <your license plate no.> (e.g., KA-FU 2001)

5. In the Relationships workspace in the Current area, choose Add and enter the following values one after another:

Account ID Account Relationship Type

<ID of customer> Michael Mile Owner (Automotive)

6. Choose Save.

A vehicle with the identical VIN can only be created once.

ResultYou have created a new vehicle for the customer to be used in this scenario as example.

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3.2.4 E-Mail Setup - Technical Implementation

The section Technical Implementation and its subsections have been written only to give some additional assistance to a basis consultant when performing the technical setup of the e-mailing environment.

SAP Best Practices always starts from the assumption that the system landscape has already been set up successfully containing all necessary components using the corresponding SAP technical installation guides.

3.2.4.1 Definition of Domain

UseA properly maintained SMTP domain is required to establish the required e-mail connections. You have to define this setting according to your network policies. Please ask your system administrator for details. He also makes the necessary settings on the mail server. To be able to receive mails in the SAP system, he has to set your mail server in a way that certain mail addresses are forwarded to one or several SAP systems or clients.

For the exact setting procedure please refer to the mail server documentation. Note 546147 describes where the documentation can be found for the Microsoft Exchange 2000 Server and what to do if your mail server does not allow routing to other ports than port 25 (see also chapter 5 of note 455140).

ProcedureDefine a mail (SMTP) domain, for example: @<sysid>.<company>.com.

You will use this domain in the following steps.

3.2.4.2 Quick Guide to SMTP Configuration

UseUse this quick guide overview as helpful additional information when dealing with SAP Note 455140 for configuration an e-mail receipt for the SAP application server (see also the following section Following the Steps of Note 455140).

PurposeAs of SAP Web Application Server 6.10, the SAP system's kernel supports SMTP (Simple Mail Transfer Protocol) directly, meaning that e-mails can be exchanged between the SAP system and any SMTP-compliant mail server without the need for any additional external components. In the outbound direction, the SAP system passes the mails to a single mail server, whereas in the inbound direction mails can be received from any number of mail servers.

As of SAP Web Application Server 6.20, faxes and text messages (pager/SMS) can also be exchanged via SMTP. For this purpose, the faxes and messages are packed into e-mails. For sending, the mail server refers to the domain of their recipients' addresses and forwards the e-mails either to an internal fax/text message server (for example [email protected]), or to an external provider (for

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example [email protected]). For receiving, the fax/text message server or provider sends e-mails to addresses with the SAP system's domain (for example [email protected]).

PrerequisitesThe mail servers involved must be SMTP-compliant.

If you want to use text messaging in the SAP system, names for the messaging services to be used, such as SMS, must be defined using transaction SA14.

ProcedureChecking the Profile Parameters (Transaction RZ10)

You must adapt the SAP Web Application Server’s profile if the SMTP functionality is to be used. The SAPconnect send job can only be scheduled for servers on which SMTP is active, so ideally you should activate SMTP on all of the SAP system’s application servers.

You must set the profile parameters below. The placeholder <*> stands for the sequence number (starting with zero) of parameters that occur several times.

Choose the profile using the input help (e.g. <system ID>_DVEBMGS68_<hostserver>).

In order to check the profile value choose menu Goto Profile values Of a server.

After double-clicking on the server name you see the list of parameter names.

Choose Find to search for the parameters:

icm/plugin_<*> = PROT=SMTP,PLG=<prog>

This loads the SMTP plug-in. It is a dynamic library that implements the SMTP protocol. <prog> specifies the file name of the SMTP plug-in. The program is located in the execution directory of the SAP Web Application Server instance, has the name smtpplugin and the extension typical for your operating system (.so, .dll, and so on).

icm/server_port_<*> = PROT=SMTP,PORT=<port>

This opens a TCP/IP port for the reception of mails by the SMTP plug-in. <port> specifies the number of the port that is to be used. This port must not be occupied by any other program on this host. If no mails (including status notifications) are to be received in this SAP system, you can set <port> to 0.

You can use TIMEOUT to define an optional maximum time (in seconds) that is to be waited for a response from the mail server.

is/SMTP/virt_host_<*> = <host>:<port>,<port>,...;

This defines a virtual mail host for the reception of mails. If all inbound mails (including status notifications) are to be received and processed in a single client of the SAP system, this parameter is not required and is/SMTP/virt_host_0 = *:*; is taken as the default. If several clients are to receive, a virtual mail host must be created for every client. <host> specifies the name of the host to which inbound mails are addressed. You can specify * here if the mails are to be distributed independently of the host addressed. <port> specifies the number of a port to which inbound mails are addressed.

Under UNIX, the profile parameters could be:

rdisp/start_icman = true

icm/plugin_0 = PROT=HTTP,PLG=./httpplugin.so

icm/plugin_1 = PROT=HTTPS,PLG=./httpplugin.so

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icm/plugin_2 = PROT=SMTP,PLG=./smtpplugin.so

icm/server_port_0 = PROT=HTTP,PORT=1080

icm/server_port_1 = PROT=HTTPS,PORT=1443

icm/server_port_2 = PROT=SMTP,PORT=25000,TIMEOUT=180

icm/server_port_3 = PROT=SMTP,PORT=25001,TIMEOUT=180

is/SMTP/virt_host_0 = *:25000;

is/SMTP/virt_host_1 = *:25001;

Another concrete example:

Parameter Name Active Value

icm/plugin_0 PROT=HTTP,PLG=D:\usr\sap\<system ID>\SYS\exe\run\httpplugin.dll

icm/plugin_1 PROT=SMTP, PLG = D:\usr\sap\<system ID>\SYS\exe\run\smtpplugin.dll

icm/plugin_2 PROT=SMTP,PLG=D:\usr\sap\<system ID>\SYS\exe\run\smtpplugin.dll

icm/server_port_0 PROT=HTTP,PORT=1085

icm/server_port_1 PROT=SMTP,PORT=25068

icm/server_port_2 PROT=HTTPS,PORT=1448

is/SMTP/virt_host_0 *:*;

User Administration (Transaction SU01)

System user

You must create a system user to process the inbound mails in every SAP system client in which mails (or status notifications) are to be received. You use transaction SU01 to create user MAILADM of the type System and assign the profile S_A.SCON to it.

User addresses

Every single user who is to receive e-mails in an SAP system needs an Internet mail address. This is also used as the sender address. You need to enter the Internet mail address of a user in transaction SU01 on the Address tab page under E-Mail.

Client Assignment (Transaction SICF)

Each SAP system client in which inbound mails (or status notifications) are to be received and processed must have an SMTP server. In transaction SICF, there should be one SMTP server (called SAPconnect) supplied in every SAP system. You use this one for the first client then create an additional SMTP server for each additional client. You make the following settings on the SMTP servers:

Host data

You enter the sequence number of a parameter is/SMTP/virt_host_<*> from the profile. If you only have one client and therefore did not enter a parameter of this kind, you enter 0.

Service data

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You enter the client to which the mails received via this virtual mail host are to be forwarded, as well as the logon data of the system user created for inbound mails.

Handler list

You enter CL_SMTP_EXT_SAPCONNECT as item 1.

As of SAP Web AS 6.20, each SMTP server has to be activated (Service/Virt. Host Activate) after being created or changed.

SAPconnect Administration (Transaction SCOT)

You must make the SAPconnect settings in each client that is to be used to send communications.

Default domain

Under Settings Default Domain, you define the domain of this SAP system client (for example, <client>.<system ID>.R3.SAP-AG.DE). This is used for the following purposes:

a. The SMTP plug-in logs on to the mail server using the domain as ID.

b. The message ID of outbound e-mails is compiled with this domain.

c. If an SAP user who has no Internet mail address maintained sends an e-mail, a sender address composed of the SAP user name and this domain is generated.

Node

There is always one SMTP node in each client. This node is created by the SAP system and cannot be deleted. To configure the node for sending Internet mail, you:

d. Ensure you are in the Node view.

e. Double-click on the node name.

f. Select checkbox Node in use.

g. Specify the mail server to which outbound mails are to be passed in Mail Host and Mail Port.

h. Choose Set adjacent to Internet.

i. Specify the address areas of recipient addresses that are to be reached via this node. This is usually * if all e-mails are to be sent using SMTP.

j. Enter output formats for SAP documents. The following settings are recommended here:

SAPscript/Smart Forms PDF

ABAP List HTM

Business Object/Link HTM

RAW Text TXT

k. Confirm.

There is always one SMTP node in each client. This node is created by the SAP system and cannot be deleted. To configure the node for sending Internet mail, you:

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l. Ensure you are in the System status view.

m. Double-click on the node Internet.

n. Choose Create.

o. Enter as Node name LOOPBK and as description Loop Back Node (ICWC Inbox) and choose Continue.

p. Define Node as RFC Node and choose Continue.

q. As RFC Destination enter NONE and choose Continue.

r. Select Internet and choose Continue.

s. In Address area enter *@ccs.com and choose Continue.

t. Enter output formats for SAP documents. The following settings are recommended here:


ABAP List HTM


RAW Text TXT

u. Select for Set further address types No and choose Continue

v. Set maximum waiting time for repeat send attempt procedure to 10 min and choose Continue.

w. Confirm.

If you want to configure the node for sending faxes as well, you:

x. Choose Set adjacent to Fax.

y. Specify the address areas of recipient addresses that are to be reached via this node. This is usually * if all faxes are to be sent using SMTP.

z. Enter output formats for SAP documents. The following settings are recommended here:


ABAP List HTM


RAW Text TXT

Enter the domain of the fax server or fax provider under Conversion into Internet Address. The system generates the local part of the Internet address automatically. The address then has the format FAX=+RecipientNumber@Domain.

aa. Confirm.

If you want to configure the node for sending text messages (pager/SMS) as well, you:

bb. Choose Set adjacent to Pager (SMS).

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mailto:*@ccs.com


cc. Specify the address areas of recipient addresses that are to be reached via this node. This is usually * if all text messages (pager/SMS) are to be sent using SMTP.

dd. Enter the domain of the text message (pager/SMS) server or provider under Conversion into Internet Address. The system generates the local part of the Internet address automatically. The address then has the format SMS=+RecipientNumber@Domain.

ee. Confirm.

Send job

E-mails sent from an SAP application are merely put into a queue. A periodic background process, known as the SAPconnect send job, takes the e-mails from this queue and sends them via the Internet. To schedule this job from SAPconnect administration, you:

ff. Choose View Jobs.

gg. If there is not already a job scheduled, choose Job Create.

hh. Enter a job name (for example SAPCONNECT_SMTP_<client>) and confirm.

ii. Select the variant SAP&CONNECTALL by placing the cursor on it.

jj. Choose Schedule Job.

kk. Choose Schedule Periodically.

ll. Enter an appropriate time period, such as 10 minutes.

mm. Choose Create.

Inbound

If you want inbound e-mails to a specific address or with a specific content to automatically start a program that processes these e-mails, you can configure this under Settings Inbound Processing.

If you want inbound e-mails to a specific address or from a specific sender to be automatically redirected to another recipient or distribution list, you can configure this under Settings Inbound Distribution.

3.2.4.3 Following the Steps of Note 455140

UseSAP Note 455140 provides a detailed step-by-step description on how to configure an e-mail receipt for the SAP application server.

The intention of this section is just to add some useful information in relation to each chapter of this note.

The topics dealing with SAPconnect settings (transaction SCOT) and user maintenance (transaction SU01) are also described in the following section SAPconnect Settings and its subsections.

Some topics mentioned in this section are a repetition of topics of section Quick Guide to SMTP Configuration.

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PrerequisitesPrint out SAP Note 455140 for further use.

ProcedureNote 455140:

Chapter 1: Profile parameters

Use the following example:

Profile parameters (on every App-Server):

rdisp/start_icman = trueicm/plugin_2 = PROT=SMTP, PLG=./smtpplugin.soicm/server_port_2 = PROT=SMTP, PORT=25027, TIMEOUT=900PORT recommendation: 25000 + SAP-Instanz-Number

(see also section Quick Guide to SMTP Configuration)

Chapter 2: User administration (SU01)

Creating the SAPconnect RFC user MAILADM:

The UNIX program mlsomail uses Remote Function Call (RFC) to access SAPoffice. To be able to use the RFC functions, you must first log on to the ECC system. You create the gateway user, and this data is used for the logon. The logon data is then made available in a configuration profile in the step for creating the configuration profile using mlsomadm.

Proceed as follows:

1. Log on to the ECC system with a user that is authorized to create new users (S_USER_GRP).

2. Choose menu Tools Administration User Maintenance Users.

3. Enter MAILADM as the name of the gateway user.

4. Choose Create.

5. Enter the initial password (twice). Please discuss the password with Internet Services.

6. Select user type CPIC or System.

7. Choose the Profiles tab index.

8. Assign the authorization profile S_A.SCON

9. Choose Save.

Chapter 3: Client assignment (SICF)

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Use the pre-configured SAPconnect SMTP-Host for the first client who should be able to receive mail. For each additional client, create a new SMTP-Host.

Creating a new SMTP-Host:

(Enter a “2“ in the Profile parameter is/SMTP/Virt_Host_#). Double-click to modify.

(Do not modify for the client.)

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On this form fill in the client, system user (see above), password and language.(Choice of language affects SMTP-Responses + Status Notifications).

Do not change anything on this form.

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Chapter 4: SAPconnect administration (SCOT)

You can skip this chapter in the note as it is described in the following sections of this Configuration Guide.

Chapter 5: Settings on the mail server

No further comments.

3.2.4.4 SAPconnect Settings

SAP Note 455140 provides a step-by-step description on how to configure an e-mail receipt for the SAP application server.

To check if the profile parameters listed in here are already set in your relevant CRM client, start transaction SE38 and run report RSPFPAR (activating checkbox Display unsubstituted).

3.2.4.4.1 Creating a Mail/Service User

PrerequisitesYou need at least one system user for sending e-mails from and receiving e-mails into the Interaction Center.

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If you want to distinguish within the Interaction Center organization between for example a sales and a service area, you should create two users, one for each area/scenario.

You can skip this step if the mail/service user has already been created by the administrator.


SAP CRM Creating Mail/Service User

Transaction code SU01

SAP menu Architecture and Technology System Administration User Maintenance Users

2. Enter a user name in field User (for example MAILADM) and choose Create.

3. Maintain all mandatory fields under the Address tab index, particularly the e-mail address you have obtained from your domain, for example <userid>@<domain> and the communication method Internet mail (STMP).

4. Switch to the Logon data tab index and enter an initial password. Choose user type System.

5. Switch to the Profiles tab index and assign the authorization profile S_A.SCON.


7. Follow the same procedure to create a second user if necessary (for example BP_MAIL2).

3.2.4.4.2 SAPconnect Configuration for Internet Mail

UseSAPconnect provides a standard interface for external communication, which supports sending using telecommunication services, such as faxing, pagers (SMS), Internet and X.400, as well as sending to printers and between several SAP systems. It enables external communication components to be connected to the SAP system.

As of Release 6.20, SAPconnect also provides a direct connection to the Internet using the SMTP plug-in of the Web application server. This enables you to send and receive messages directly to Internet, fax, and SMS/paging addresses without using an additional external communication system.

The procedure described in this section is also described in section Quick Guide to SMTP Configuration and might be performed already.

Procedure1. Access the activity using one of the following navigation option:

SAP CRM SAPconnect Configuration for Internet Mail

Transaction code SCOT

2. From the menu bar, choose View System status (if not chosen automatically).

Here you should always find an already generated SMTP node labeled like SMTP Mail Server. If you find more than one SMTP node, it is an error!

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3. Double-click on the SMTP node.

4. In the following dialog box SAPconnect: General node data enter the following data:

Mail Host mail.sap-ag.de mailwdf.sap.corp

Mail Port 25

Code Page 1100 (SAP internal)

Node in use

5. Under portion Supported address types click on the Set button next to the Internet checkbox.

6. Enter * in the first row of the Address area.

7. Choose Continue.

8. Confirm all dialog boxes.

9. Back on the SAP connect: General node data window choose Continue.

10. Now you are on the SAPconnect: Administration screen.

11. From the menu, choose Settings and then choose item Default Domain.

12. In the dialog box enter your SMTP domain (like <sysid>.<corporate>.com) and continue.

With the settings made so far, SAP users can already receive e-mails in their inbox in the Business Workplace (transaction SBWP) if the address is entered in the user master record (SU01) for communication method INT - E-Mail. They can also send mails using transaction SO01 after having set up the batch job for sending (refer to following chapter).

3.2.4.4.3 Setting Up Batch Job for Sending E-Mails via SAPconnect

UseThe procedure described in this section is also described in section Quick Guide to SMTP Configuration and might be performed already.


SAP CRM Setting Up Batch Job for Sending E-Mails via SAPconnect

Transaction code SCOT

2. From the menu bar, choose View Jobs (screen SAPconnect: Administration (jobs)).

3. Place the cursor on entry SAPCONNECT SMTP.

4. Choose Dispatch.

5. Enter a Job name, that is SAPconnect Internet Mail and choose Continue.

6. Choose Create variant, give a variant name (for example INT) and choose Create.

7. On the Maintain Variant: Report RSCONN01, Variant INT screen choose INT as MODE.In field OUTPUT enter X if the results of the SAPconnect send process are to be displayed, otherwise leave it blank.

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8. Maintain the Variant attributes, choose Save and then Back.

9. On the SAPconnect send process: Variants screen position the cursor on INT and choose Schedule job.

10. Choose Schedule periodically.

11. Choose the repeat period (for example, 5 minutes) and choose Create.

12. Choose Back twice to return to the SAPconnect: Administration (jobs) screen.

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