bp crm quick guide 700v3

CRM 7.00December 2010English

Quick Guide to InstallingSAP Best Practices forCRM

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

SAP Best Practices Quick Guide to Installing SAP Best Practices for CRM

© SAP AG of 36

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Example

Note

Recommendation

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ContentsQuick Guide to Installing SAP Best Practices for CRM ........................................................... 6

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

2 Technical Prerequisites for Installation .............................................................. 6

2.1 Install SAP CRM ............................................................................................... 6

2.2 System Status of Client Roles ........................................................................... 6

2.3 CRM System Landscape Considerations........................................................... 6

2.4 Release and Support Package Level ................................................................. 7

2.4.1 General Recommendations ............................................................................... 7

2.4.2 SAP CRM System ............................................................................................. 8

2.4.3 SAP ERP System ............................................................................................. 8

2.4.4 SAP BW System ............................................................................................... 8

2.4.5 SAP Best Practices Add-ons ............................................................................. 9

2.4.6 Receiving the Software at the Correct SP Level ................................................ 9

2.5 SAP Notes and Messages................................................................................. 9

2.6 Activation of the Component VM Container ..................................................... 10

2.7 Troubleshooting .............................................................................................. 11

2.8 Related Documentation ................................................................................... 11

2.9 Installation of the SAP Best Practices Add-On ................................................. 11

2.10 Installation of the SAP Best Practices Solution Builder .................................... 12

2.10.1 Install SAP Best Practices Solution Builder ...................................................... 12

2.10.2 Setup of SAP Best Practices Solution Builder .................................................. 13

2.10.2.1 Maintaining RFC Connection .................................................................. 13

2.10.2.2 Maintaining System Landscape .............................................................. 14

2.10.3 Create Installation Folder for the SAP Best Practices Installation Files andScope File ....................................................................................................... 15

3 Installation ...................................................................................................... 16

3.1 Installation Options.......................................................................................... 16

3.1.1 SAP ERP Back-End with SAP Best Practices Configuration or Customer-specificConfiguration .................................................................................................. 16

3.1.1.1 Arbitrary SAP ERP Back-End System ......................................................... 16

3.1.1.2 SAP ERP Back-End System with other SAP Best Practices Packages........ 16

3.1.2 Installation with SAP ERP Integration or SAP CRM Standalone Integration ..... 17

3.1.3 Installation with Solution Builder or Manual Installation .................................... 17

3.2 Installation of Language/Country-specific Content ........................................... 18

3.3 Installation Methodology .................................................................................. 18

3.3.1 Building Block Concept ................................................................................... 18

3.3.2 Building Block Structure of SAP Best Practices for CRM ................................. 18

3.4 Installation Process ......................................................................................... 21


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3.4.1 Recommendation for SAP Best Practices Installation ...................................... 21

3.5 Creating User for Activation of SAP Best Practices Content ............................. 21

4 Installation of Business Content ...................................................................... 22

4.1 Getting Started and Navigation........................................................................ 22

4.2 Step 1: Import Solution .................................................................................... 23

4.2.1 Import Solution Scope File .............................................................................. 23

4.2.2 Maintain User Settings: Path to Installation Data ............................................. 24

4.2.3 Maintain User Settings: Path to Documentation ............................................... 24

4.2.4 Maintain Solution Settings: Select Languages ................................................. 25

4.3 Step 2: Conduct Scoping ................................................................................. 26

4.3.1 Scoping Screen............................................................................................... 26

4.3.2 Scope Your Solution ....................................................................................... 27

4.4 Step 3: Personalization of Solution .................................................................. 29

4.4.1 Upload Installation Data .................................................................................. 29

4.4.2 Personalize your Solution ................................................................................ 30

4.4.3 Download Installation Data .............................................................................. 32

4.5 Step 4: Implementation of Solution .................................................................. 32

4.5.1 Activating a Solution ........................................................................................ 32

4.5.2 Manual Interaction During Installation of Building Blocks ................................. 34

4.5.3 Error Handling: Installation Errors .................................................................... 34

4.5.3.1 Processing General Errors During Installation ............................................. 35

4.5.3.2 Known Problems with Activation of BP CRM Content.................................. 36


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Quick Guide to Installing SAP Best Practices forCRM

1 Purpose

This Quick Guide provides the information you need to install SAP Best Practices for CRM(hereinafter known simply as BP CRM) using the SAP Best Practices Solution Builder. It alsoexplains how to proceed if you want to install individual scenarios instead.

This document is intended for consultants and system administrators who already have asound knowledge of SAP Best Practices, including the tools and documentation. If you arenot familiar with these, first refer to document SAP Best Practices Tools.

2 Technical Prerequisites for Installation

2.1 Install SAP CRMPrior to installing BP CRM, the target SAP application SAP CRM must be installed up to thespecific SAP Support Package with the correct SAP Notes applied as specified in detail insection SAP Notes and Messages in this guide.

2.2 System Status of Client RolesThe system must not comprise any client that is set to status productive client role. If thesystem contains a productive client, the automatic installation of SAP Best Practices contentusing the SAP Best Practices Solution Builder is not possible as it is impossible to thenactivate BC Sets in the system. You can use the transaction SCC4 to check the client roles inyour system.

2.3 CRM System Landscape ConsiderationsThe configuration of the BP CRM scenarios requires a consistently and completely installedSAP CRM system landscape.

Depending on the selected BP CRM scenario scope, different system landscape componentshave to be installed.

The Master Guide SAP CRM 7.0 SR1 provides important information aboutinstallation planning for SAP CRM 7.0 scenarios. It gives an overview of theinstallation documents that are available for the installation of a CRM component.

This document is available on the SAP Service Marketplace(www.service.sap.com/crm-inst).

The BP CRM scenarios often only use a subset of the overall SAP CRM functionality.Therefore the required system components for the BP CRM scenarios may differ from therecommendation in the Master Guide SAP CRM 7.0 SR1.

Please use the following table as guidance if you would like to install the minimum CRMsystem landscape required for running the BP CRM scenarios.

http://www.service.sap.com/crm-inst).


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Required Components forSAP Best Practices for CRM V2.70

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SAP Components

CRM Components

CRM Application Server ABAP X X X X X X X X X X X X X X X X X

SAP WFM Core Add-on X

CPRXRPM X

CRM Application Server Java X X X

Virtual Machine Container (VMC) X X X X X

Other Components

SAP ERP O X O X O X X O O

SAP BW O O O O O O O O O O O O O O O O O

SAP BW Content Add-on O O O O O O O O O O O O O O O O O

Standalone Components

TREX (Text Retrieval & Information Extraction) X X X X X

SAP GUI for Windows X X X X X X X X X X X X X X X X X

Non SAP Components

Java 2 SDK, Standard Edition (J2SE) X X X

2.4 Release and Support Package Level2.4.1 General Recommendations The deliverables of SAP Best Practices were developed and tested in a system landscapewith specific support package levels. The mentioned Support Package Stack (SPS) is the


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minimum level that must be applied to the system before you can use the relevant SAP BestPractice package, and this is also the recommended level.

If you run the activation on a higher SPS, you may run into activation errors. If youencounter this, perform the installation activities by switching the eCATT to run in theforeground, or implement the configuration manually by using the configurationguides.

For more details, refer to the Error Handling section in this document.

2.4.2 SAP CRM SystemSAP Best Practices for CRM V2.70 requires SAP CRM 7.0 Support Package Stack 05.

Path to download from the Software Distribution Center (SWDC) on the SAP ServiceMarketplace (SMP):https://service.sap.com/swdc Download Support Packages and Patches SupportPackages and Patches - Entry by Application Group SAP Application Components SAPCRM SAP CRM 7.0 Link to SP Stack Application Target Stack 05 (11/2009).

Detailed information regarding the installation of this support package stack can be found inSAP Note 1380798.

2.4.3 SAP ERP SystemThe SAP Best Practices for CRM packages comprise the integration with SAP ERP.

The cross-system BP CRM scenarios have only been validated with SAP ERP 6.0Enhancement Package 03 and 04. Therefore the use of one of these SAP ERP releases isrecommended.

In general, SAP CRM 7.0 can partly be combined with SAP ERP releases lower than 6.0.Please see the document Master Guide SAP CRM 7.0 SR1 for details about required SAPERP releases depending on the selected scenario.

Technically, there are no restrictions regarding the use of BP CRM with deviating SAP ERPrelease levels as the SAP ERP part of the BP CRM installation is performed manually withouteCATTs or BC Sets.However, the BP CRM documentation is only provided for the recommended SAP ERPrelease level; therefore this documentation is not valid for topics that are not identical in thedifferent SAP ERP releases.

2.4.4 SAP BW SystemSAP BW can optionally be used in combination with BP CRM.

SAP Best Practices for CRM V2.70 has only been validated with SAP BW 7.0 including SAPBW Content Add-on 7.04.

In general, SAP CRM 7.0 can be combined with SAP BW releases lower than 7.0.Please see the document Master Guide SAP CRM 7.0 SR1 for details about required SAPBW releases depending on the selected scenario.

https://service.sap.com/swdc


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However, the BP CRM documentation is only provided for the recommended SAP BWrelease level, therefore this documentation is not valid for topics that are not identical in thedifferent SAP BW releases.

2.4.5 SAP Best Practices Add-onsThe following SAP Best Practices add-ons have to be installed in order to use the automatedinstallation of BP CRM:

SoftwareComponent

Release Version

BP-CRM70 (1) 700 Always use the latest available version as outlined inSAP Note 1301301 (Release Strategy for SAP BestPractices Package ABAP Add-ons)BP-SOLBLD (1) 70

(1) Additional and detailed information is listed in the document Importing SAP Best Practices Add-Ons(ADDONINS.PDF) on the configuration CD.

The installation procedure of the SAP Best Practices add-ons is described in the followingsections of this guide:

Installation of the SAP Best Practices Add-On

Installation of the SAP Best Practices Solution Builder

2.4.6 Receiving the Software at the Correct SP LevelFor delivery of the software, an installation number and a corresponding license agreementare required. An S-USER is required to order software in the Software Catalog. You can onlyorder unrestricted SAP software. Please contact the SAP contract department (or createcustomer message on component XX-SER-GEN-CONTR for physical shipments).

Receiving the software at the correct SP level:

In the SAP Service Marketplace and via standard delivery (for example, SoftwareCatalogue), only the current Service Release (SR) is delivered to SAP customers /partners.If you encounter the situation that SAP Best Practices is based on Support Package(SP) levels LOWER than the current SR, the request for the necessary SP ishandled via a customer message.For details, see the SAP Note 925690 - Standard Ordering Procedures for SAPSoftware.

2.5 SAP Notes and MessagesIt may be that issues become apparent after the shipment of BP CRM (and hence also of thisdocument). An SAP Note exists to cover such eventualities.

Before you start the building block installation process, check the latest version of theSAP Note below, which is relevant for your package, to obtain updates and corrections forproblems that do not become apparent until after shipment.

SAP Note # Description (Package)


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SAP Note # Description (Package)

1461657 SAP Best Practices for CRM V2.70

1520428 SAP CRM rapid-deployment solution: SAP Best Practices

The relevant package SAP note has to be applied to the system using the SAP NoteAssistant (transaction SNOTE).All notes mentioned below need to have the implementation status Completely implemented.Note that some SAP Notes require manual action before you set them to the statusCompletely implemented.

Implement the following SAP Notes before proceeding with the next steps in this guide:

SAP Note # Description

1084188 SCPR20: SCPR116 Error during BC Set Activation.

1060253 Problem in activating BC Sets

Attached to central SAP Note 1461657 you can find file51039840_BP_CRM_SAP_Notes_700V3.zip.It's an overview list (XLS) of all SAP Notes, which are of relevance for implementing the SAPBest Practices for CRM solution.

Those SAP Notes in the overview list, which are classified as Application SoftwareCorrection (that are SAP CRM application software corrections) can already be implementedin advance, before starting with the SAP Best Practices for CRM implementation.

2.6 Activation of the Component VM ContainerActivate the component VM Container if this has not been done during system installation.For details, refer to SAP Note 854170.

At least the following system parameters need to be set:

vmcj/enable = on

vmcj/guard_page_num = 5

vmcj/max_vm_heap_MB = 64M

vmcj/option/maxJavaHeap = 100M

vmcj/option/ps = 256M

After the definition of these parameters the system needs to be restarted.

Some scenarios are making use of the Virtual Machine Container (VMC). Toensure that VMC is running correctly we recommend to install the current SAPAP IPC JAVA 7.00 patch according to the following SAP Notes:

SAP Note 1426699 (procedure):(-> SP Patchlevel)

SAP Note 880749 (technical backround).

In product SAP CRM 7.0 SPS05 software component SAP AP 7.00 SP18 isincluded – please download therefore the SCA provided with the download link innote 1426699 for Software Component Version SAP AP IPC JAVA 7.00 SP018 toyour PC. After that you can upload the SCA using transaction SE38, program


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RSVMCRT_UPLOAD_SCA_FROM_PC. Further details are given in the twomentioned notes.

In order to ensure, that current objects were selected after the installation of anew patch, you should reset the VMC using transaction SM52:Goto > System Wide Display > Virtual Machine Container > Reset Globally

2.7 TroubleshootingIf errors occur during the installation process, proceed as follows:

1. Check for troubleshooting notes in the SAP notes overview list being attached to SAPnote 1461657, or in the step description of the Configuration Guide.

2. Check for SAP Notes on the relevant topic in the SAP notes overview list being attachedto SAP note 1461657, or in the section SAP Notes in the Building Block ConfigurationGuide.

3. Log on to the Service Marketplace and search for problem-related SAP Notes.

If the problem persists, proceed as follows:

1. Only if the problem relates to the package's SAP Best Practices pre-configuration, open acustomer message

for package SAP Best Practices for CRM with component SV-SMB-AIO-BP-CRM.

for package SAP CRM rapid-deployment solution with component SV-RDS-CRM.

2. If the problem is a general one, indicate the relevant application component.

2.8 Related DocumentationThe Master Guide SAP CRM 7.0 SR1 provides crucial information on the installation of SAPCRM 7.0. Read this guide thoroughly.

The Security Guide SAP CRM 7.0 provides an overview of the security-relevant informationthat applies to SAP CRM.

The Application Operations Guide SAP CRM 7.0 provides a starting point for managingyour SAP solutions and keeping them up and running optimally.

To access the latest version of these guides, log on to the SAP Service Marketplace(http://service.sap.com).

Use the alias CRM-INST to access the installation guidelines. Go to section SAP CRM 7.0

2.9 Installation of the SAP Best Practices Add-OnUseIf possible, Business Configuration Sets (BC Sets) for maintaining customizing settings andExtended Computer Aided Test Tool procedures (eCATT) for master data creation are usedfor SAP Best Practices. This use automates the configuration of the SAP Best Practicesscenarios.

http://service.sap.com/


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BC Sets and eCATTs were delivered as so-called add-on transport files as part of the SAPBest Practices for CRM Add-On with the SAP Best Practices Configuration DVD. Import thisadd-on into your CRM system, if you want to make use of the automated configuration.

Procedure1. Make sure that the SAP Best Practices Add-On DVD content is available. Otherwise,

order the complete SAP Best Practices package; Documentation DVD and Add-On DVDas described in the How to order presentation on the Documentation DVD Home page oron the SAP Help Portal:http://help.sap.com/bp_crm70/BBLibrary/General/How_to_order_ext_EN.pdf.

2. Read the section SAP Best Practices Cross Industry Packages BP-CRM70 700<latestversion> of file ADDONINS.PDF provided on the Add-On DVD to identify the relevanttransport file of the BP CRM add-on.BP CRM does not provide an add-on for the SAP ERP system.

3. Import this transport file into your SAP CRM system following the instructions in thedocument ADDONINS.PDF.

ResultBC Sets and eCATTs are now available in your CRM system and can be used in combinationwith the SAP Best Practices Solution Builder for automated configuration of BP CRMscenarios.

2.10 Installation of the SAP Best Practices SolutionBuilder

UseUse the SAP Best Practices Solution Builder to easily install the complete SAP Best Practicespackage or selected scenarios at minimum time.

The SAP Best Practices Solution Builder is a tool that guides you step-by-step through theinstallation process directly in the system.

2.10.1 Install SAP Best Practices Solution Builder

UseThe SAP Best Practices Add-On DVD contains the SAP Best Practices Solution Builderprogram.

Procedure1. Make sure that the SAP Best Practices Add-On DVD content is available. Otherwise,

order the complete SAP Best Practices package; the Documentation DVD and Add-OnDVD as described in the How to order presentation on the Documentation DVD Homepage or on the SAP Help Portal:http://help.sap.com/bp_crm70/BBLibrary/General/How_to_order_ext_EN.pdf.

2. Read the section SAP Best Practices Cross Industry Packages BP-SOLBLD 70<latestversion> of file ADDONINS.PDF on the Add-On DVD to identify the transport file of theSolution Builder add-on relevant to SAP CRM.

http://help.sap.com/bp_crm70/BBLibrary/General/How_to_order_ext_EN.pdf.

http://help.sap.com/bp_crm70/BBLibrary/General/How_to_order_ext_EN.pdf.


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3. Import this transport file into your SAP CRM system following the instructions of thedocument ADDONINS.PDF.To implement the BP CRM solution, no Solution Builder add-on needs to be imported intothe ERP system.

ResultThe Solution Builder has been installed in your SAP CRM system. The use of the SolutionBuilder is described in the section Installation of Business Content of this guide.

2.10.2 Setup of SAP Best Practices Solution Builder

UseBefore using the SAP Best Practices Solution Builder, you maintain crucial connectivitysettings. Otherwise, transactions and IMG activities located in other systems like SAP ERPcannot be accessed directly from the Solution Builder in the CRM system.

2.10.2.1 Maintaining RFC Connection

UseRFC connections between the CRM application client and the following systems have to becreated:

SAP ERP application client

SAP BW client

SAP Interactive Reporting client

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

Transaction code SM59

SAP CRM IMG menu Customer Relationship Management CRM Middleware andRelated Components Communication Setup Define RFCDestinations

2. Choose Create (F8).

3. Enter the following data:

Field Entry

RFC Destination <ERP system ID>CLNT<client>_SB (e.g., CS7CLNT200_SB)

Connection Type 3 (ABAP connection)

Description ERP RFC connection for Solution Builder

4. Choose Enter.

Technical settings

Load Balancing No

Target host <Target host ERP system>


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System number <System number of ERP system>

Logon/Security

Trusted system No

SNC Option Inactive

Language EN

Client <ERP client>

User <A dialog user is required in the ERP system for this RFCconnection. Sufficient authorizations to run the configurationactivities have to be assigned to this user.>

Password <Enter a password for the user>

Current user

Unencrypted password

MDMP & Unicode

Communication Typewith target system

Set Unicode flag if Unicode Test has been executedsuccessfully

5. Save your RFC destination.

6. You can now test your newly-created RFC connection using Test connection.

7. Repeat these steps in order to create RFC connection to the SAP BW client and/or theSAP Interactive Reporting client.

If you would like to avoid maintaining a general user for the RFC connections,you can also set up a trusted connection from SAP CRM to the other SAPsystems/clients.

2.10.2.2 Maintaining System Landscape

UseWhen activating scenarios in the Solution Builder, access to different systems is required.Therefore, RFC connections have to be maintained and assigned to the project.

Information on the connections to other relevant systems is maintained in the System DataContainer (SDC) of the eCATT. This System Data Container must be assigned to the project.

The assignment of this System Data Container to the Solution Builder project isdescribed in section Implementing a Solution.

Be aware that you need to define a System Data Container even if you implementa CRM Standalone solution (containing an entry for target system CRM and, ifnecessary, a Reporting client REP).

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

Transaction code SECATT


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SAP CRM menu Architecture and Technology ABAP Workbench TestTest Workbench Test Tools Extended CATT

2. Enter /SMB20/ALL_H001 in field System Data and choose Copy Object.

3. In the Copy dialog box, enter Z_SMB20_ALL_H001 in field to System Data Containerand choose Copy.

4. In the Create Object Directory Entry dialog box, choose Local Object.

5. On the Extended Computer Aided Test Tool screen enter Z_SMB20_ALL_H001 in fieldSystem Data and choose Change object.

6. Make the following entries:

Target System RFC Destination

ECC Enter the RFC connection to SAP ERP application client

BI Enter the RFC connection to SAP BW application client

REP Enter the RFC connection to SAP CRM Interactive Reporting client

CRM No real RFC connection but only the value NONE has to bemaintained

7. Choose Save.

2.10.3 Create Installation Folder for the SAP Best PracticesInstallation Files and Scope File

UseThe scoping, personalization, and installation phase of the Solution Builder require solutionscope and installation data files in a specific folder.

Procedure1. Create a new installation data folder on a server that can be accessed from within the

SAP system where you want to install the SAP Best Practices package. Ensure that thepersons who will install SAP Best Practices have the necessary user rights to access thisfolder.

2. The following solution scope files can be found as attachment of the BP CRM supportnote (for details on the current note number, see the above section SAP Notes andMessages):

51039840_BP_CRM_Scope_Files_700V3.zip representing the SAP Business All-in-One for CRM solution.

The following solution scope files can be found as attachment of the SAP CRM rapid-deployment solution support note:

RDS_CRM_Scope_Files_700V2.zip representing the SAP CRM Rapid-DeploymentEdition solution.

Unpack the ZIP file being relevant for your solution and copy the solution scope file (*.xmlfile) that is needed for the SAP Best Practices installation into the installation data folder,which has been created with step 1 above.

3. The installation data files can be found as following attachments to the support SAPnote of BP CRM:51039840_BPCRM_InstFiles_<language>_700V3.zip.


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Here you find a number of ZIP files named with a two letter language abbreviation (forexample, ‘DE’). Unpack the language-specific ZIP file, which is relevant for your project,into the installation data folder created in step 1. Now you have the installation data files(*.txt files) also containing language-specific sample master data unpacked in this folder.

3 Installation

3.1 Installation OptionsUseBefore running the installation as described in section Installation of Business Content,choose between the different installation options offered by BP CRM.

3.1.1 SAP ERP Back-End with SAP Best PracticesConfiguration or Customer-specific Configuration

UseBP CRM can be used in combination with an arbitrary customer-specific SAP ERP system oran SAP ERP system configured with the help of a SAP ERP-based SAP Best PracticesBaseline package version.

3.1.1.1 Arbitrary SAP ERP Back-End SystemWhen an SAP CRM system is integrated with an SAP ERP system, BP CRM provides nosample master data on customers, products, conditions and the like, nor standard sales ordistribution customizing such as pricing procedures.

Usually, this data is initially replicated from the SAP ERP system into the SAP CRM system.Therefore, it depends on the content of the connected customer-specific SAP ERP system.

For this reason, most of the configuration activities related to this data are generic, that is,without concrete master data samples.

Master data samples are only provided for purely CRM-specific master data, such as productcatalog or service products.

3.1.1.2 SAP ERP Back-End System with other SAP BestPractices Packages

If an SAP Best Practices Baseline package or Industry package has been applied in the SAPERP system, the master data and the sales and distribution customizing data is known, so theCRM configuration can be carried out using the data of the Baseline package data.

In this case, so-called Delta Guides will provide all relevant information for easy integration ofthe Baseline/Industry package ERP scenarios with the BP CRM scenarios, such as mappingof organizational structure, replication of customizing, master data, and basic functions.

Every configuration activity in a Configuration Guide or Installation Guide of BP CRM forwhich Baseline/Industry package-specific data is provided has a reference to thecorresponding Delta Guide. This is indicated by the remark Please Check Delta Guide at the


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beginning of the configuration activity. In this case, a Baseline/Industry package-specific DeltaGuide for the Configuration Guide exists, open the corresponding Delta Guide and use theconcrete data instead of the generic configuration description of the configuration activity.

3.1.2 Installation with SAP ERP Integration or SAP CRMStandalone Integration

UseThe typical use case of BP CRM is to set up the configuration for CRM scenarios in an SAPCRM system that is connected to an SAP ERP back-end system.

This is valid for all scenarios requiring integration with logistics and/or accounting.

BP CRM also provides the relevant configuration for a standalone use of SAP CRM, that is,without integration of a SAP ERP system.

A BP CRM standalone installation makes sense for the following use cases:

An implementation of SAP ERP is not in scope.

The implementation scope of BP CRM only comprises scenarios which do not requireintegration with logistics and/or accounting.

For prototyping or demo purposes the SAP ERP integration is postponed to a later projectphase in order to run a very quick installation of the BP CRM scenarios.Therefore, functional restrictions of the scenarios caused by missing SAP ERP integrationare accepted.In the development phase, use the SAP CRM integration option to newly configure thescenarios.

The BP CRM documentation DVD contains the following sources of information to identify thepossible scenario scope of these installation options:

Business Information Preconfigured Scenarios Scenario Map

Document BP_CRM_Scenario_BB_Matrix.xls in folder CRM_DE\Documentation.

The Solution Builder provides separate Solution Scope files for these installation options.See section Step 1: Import Solution for details.

3.1.3 Installation with Solution Builder or ManualInstallation

UseTypically, the configuration of SAP Best Practices scenarios takes place using the SAP BestPractices Solution Builder. This procedure is strongly recommended, because it guarantees aquick, safe and controlled installation.The section Installation of Business Content describes this installation option in detail.

Alternatively, the entire configuration as well as the installation of a single scenario can beexecuted manually.The installation is then performed only by using the Building Block Configuration Guidesprovided on the respective scenario page (Business Information Preconfigured Scenarios

<Scenario>).The required installation sequence of the building blocks can be found in the documentBP_CRM_Scenario_BB_Matrix.xls in folder CRM_DE/Documentation of the documentationDVD.


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A possible use case of this installation option may be to directly gain detailed CRMcustomizing and application knowledge during the SAP Best Practices installation.

The implementation effort and error rate will of course increase significantly when running amanual configuration.

3.2 Installation of Language/Country-specific ContentSAP Best Practices for CRM provides translation into different languages, but only very fewcountry-specific settings.

Country-specific settings, such as pricing and taxes are automatically configured in the CRMsystem via the initial download from the ERP system.

The current available version of BP CRM always comprises all languages; there are noseparate BP CRM versions for different countries/languages.

In order to access the documentation DVD in your local language, you have to switch thelanguage on the top level bar of the documentation DVD.Installation and configuration documentation, such as Configuration Guides, is only providedin English.

Language-specific customizing and master data will automatically be installed in the CRMsystem when using the SAP Best Practices Solution Builder.

For manual configuration activities, the translation is provided in the configuration guides;language-specific texts have to be maintained manually.

As far as ERP integration is concerned, ERP customizing and master data will be replicatedfrom the ERP system to the CRM system in all maintained languages.

Typically configuration content will be installed in the master language English and a secondlocal language. There is, however, also the option of installing content in additionallanguages.

The detailed installation procedure is described in section Installation of Business Content.

3.3 Installation Methodology3.3.1 Building Block ConceptSAP Best Practices makes use of the Building Block concept to implement a package quicklyand safely.

For details, see the document Building Block Concept on page Technical Information Tools& Concept of the SAP Best Practices Documentation DVD.

3.3.2 Building Block Structure of SAP Best Practices forCRM

The building blocks that are used to configure the scenarios of BP CRM are grouped intothree different layers.

Layer 0 Building Blockso Fundamental building blocks

o Mandatory for all scenarios


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BB ID BB Name

C00 SAP Best Practices Installation

B01 CRM Generation

C71 CRM Connectivity

C72 CRM Connectivity Standalone

C04 CRM WebClient User Interface

B09 CRM Customizing Replication

C01 CRM Organizational Model

C02 CRM Organizational Model Standalone

C03 CRM Master and Transaction Data Replication

C10 CRM Central Master Data

C09 CRM Central Master Data Standalone

Layer 1 Building Blockso Cross-scenario building blocks

o Mandatory only for specific scenario groups or optional

BB ID BB Name

B08 CRM Cross-Topic Functions

C41 CRM Interactive Reporting

C11 CRM Marketing Master Data

C23 CRM Basic Sales

C13 CRM Service Master Data

C12 CRM Service Master Data Standalone

Layer 2 Building Blocks

o Scenario-specific building blocks

o Mandatory for only one specific scenario

BB ID BB Name

C22 CRM Lean Campaign Management

C37 CRM Lead Management

C31 CRM Activity Management

C36 CRM Account and Contact Management

C32 CRM Opportunity Management

C34 CRM Integrated ERP Order and Quotation Management

C06 CRM Territory Management

C26 CRM Service

C40 CRM Service Standalone


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BB ID BB Name

C28 CRM Complaints

C78 CRM Interaction Center (WebClient)

C33 CRM Teleservice

C35 CRM Interaction Center Inquiry and Complaint Management

C74 CRM E-Service

Use these building blocks to configure the scenarios of SAP Best Practices for CRM; so theconfiguration content of a typical scenario consists of

All Layer 0 building blocks

One or more building block(s) of Layer 1

One scenario-specific building block of Layer 2.

The scenarios configured by these building blocks can also be used to compose morecomplex value chains. Also, the “interfaces” between the scenarios are often preconfigured bySAP Best Practices for CRM.

For information on building blocks relevant for the configuration of a specific scenario, seeBP_CRM_Scenario_BB_Matrix.xls in folder CRM_DE/Documentation of the documentationDVD.


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3.4 Installation ProcessUseThis section describes the installation process using the SAP Best Practices Solution Builder.

3.4.1 Recommendation for SAP Best Practices InstallationThe preconfigured content of SAP Best Practices can be used to initially set up a prototype ordevelopment system.

During the activation of Business Configuration Sets via the Solution Builder, the Customizingand workbench settings are automatically recorded in transport requests in the SAP CRMsystem.These SAP Best Practices Customizing settings and customer-specific delta Customizing willbe transported into test and production systems.

3.5 Creating User for Activation of SAP Best PracticesContent

UseIf you want to create a certain user to run the activation of the related SAP Best Practicesscope, please consider the following:

SAP Best Practices does not supply separate roles for customizing or setup tasks.If necessary, you can define a separate role corresponding to your individual IMG projectaccording to the functions provided in Role Maintenance (transaction PFCG), containing allthe authorizations you need to access the corresponding IMG activities required for the SAPBest Practices scope.


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Alternatively you can use the authorization profile SAP_ALL. If this authorizationdoes not apply to your authorization concept, you should restrict the rights of theuser according to your internal authorization guidelines. Without the profileSAP_ALL, issues during the activation may occur and need to be solved. Youcan use the transaction SU53 to get information on the missing authorizationsand extend the authorization data as necessary.

Directly after activation of the SAP Best Practices content, remove theauthorizations you have given to the system user that has performed theactivation steps. This is for security reasons and stops the system user misusingthe authorizations granted previously.

For SAP Best Practices for CRM, a number of system users (which are only intended to beused for accessing the CRM system via the CRM WebClient UI) were created, and accordingauthorization roles were assigned.

For details refer to the configuration guide of building block C04, sections Creating Users forWebClient UI and Authorization Setup.

4 Installation of Business ContentUseThis section describes the installation of BP CRM using the SAP Best Practices SolutionBuilder.

To install SAP Best Practices content, you always have to logon to thesystem in language English.

PrerequisitesMake sure that you have successfully finished all activities in chapter InstallationPreparation.

4.1 Getting Started and NavigationUseAfter successful installation, the Solution Builder is started by the transaction code. There isno menu path in the standard SAP menu.

Procedure1. To start the Solution Builder, use one of the following navigation options:

Transaction name Solution and Implementation

Transaction code /n/SMB/BBI

2. The Solution Editor screen displays, listing all solutions available in the system.


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The solution list is empty the first time you enter the Solution Editor (if no otherusers have uploaded or created solutions in the system).

The button bar indicates the sequence of operation for end-users.

We strongly recommend adding the transaction for the Solution Builder(/SMB/BBI) to the favorites of your SAP user menu.

4.2 Step 1: Import SolutionUseIn order to install the SAP Best Practices content using the Solution Builder, the so-calledSolution Scope file containing scenarios and building blocks has to be uploaded into the CRMsystem.

4.2.1 Import Solution Scope File

PrerequisitesThe relevant solution scope file (*.xml file), that is needed for the SAP Best Practicesinstallation, has been copied into the installation data directory (like described in chapterCreate Installation Folder for the SAP Best Practices Installation Files and Scope File).

ProcedureTo install one (or more or all) scenarios, upload the relevant BP CRM solution scope file asfollows:

1. Start the SAP Best Practices Solution Builder (see chapter Getting Started andNavigation above).

2. In the Solution Builder – Solution Editor screen, choose Solution -> Import -> Solution(XML) from the menu.

3. In the Select the Solution Scope File (XML) dialog box, indicate the path to the installationdirectory, select the relevant solution scope file and choose Open.

4. Choose one of the following Solution Scope files:

BP_CRM_V2_700.xml(SAP Business All-in-One for CRM solution for SAP CRM with SAP ERPintegration)

BP_CRM_V2_700_STANDALONE.xml(SAP Business All-in-One for CRM solution for SAP CRM Standalone)

RDE_CRM_V2_700.xml(SAP CRM Rapid-Deployment Edition solution for SAP CRM with SAP ERPintegration)

RDE_CRM_V2_700_STANDALONE.xml(SAP CRM Rapid-Deployment Edition solution for SAP CRM Standalone)


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5. After the solution is uploaded (depending on the size of the solution a few seconds up toone minute), an information box about the uploaded scenarios and building blocks isdisplayed. Choose OK to confirm.

ResultThe uploaded solution is visible in the solution list and is marked as your favorite solution.

If the path to the installation data directory is too long, the system will display anerror message. If you receive this error message, either rename directories in thepath to shorten the file path, or copy the installation files to a directory beingcloser to the root folder of the hard drive.

4.2.2 Maintain User Settings: Path to Installation Data

UseThe solution definition (as uploaded as XML file) and the installation data define the solutioncontent, that will be implemented.

To simplify the procedure and to avoid confusion with different sets of installation data, westrongly recommend to assign the installation data directory’s path to the solution. This isdone in the user settings (because path information very often is user-dependent).

This is an important step for consultants that have imported multiple solutions in the solutionbuilder.

Procedure1. On the Solution Builder – Solution Editor screen, choose Goto User Settings from the

menu.

2. On tab Solution Specific, select the directory where you stored your installation data files.

The solution ID of the Favorite solution is fixed. To maintain it for anothersolution, select another solution as a Favorite before maintaining the solution-specific part of the user settings.

3. Choose OK to confirm the settings.

ResultThe path to the installation data directory being assigned to the solution is always set asdefault entry for the particular solution.

4.2.3 Maintain User Settings: Path to Documentation

UseThis activity sets the document path for information that may be useful during activation sothat users can find details from the SAP Help Portal about the scenario being activated.

Procedure1. Run the following activity:


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Transaction Code /n/SMB/BBI

2. From the menu, choose Goto User Settings.

3. Choose tab External Documents.

4. Choose button Display <-> Change.

5. Choose the Insert Row button.

6. Enter the following value:

Parameter Value

% SCENARIO_DOCU % path to directory …\CRM_DE\HTML of the documentationDVD

The documentation DVD content can be located on a central server or you can even usethe link to the documentation on the SAP Help Portal.In the latter case use http://help.sap.com/bp_crm70/CRM_DE/HTML.

7. Choose Save.

8. Choose Back.

4.2.4 Maintain Solution Settings: Select Languages

UseThe configuration content (customizing) of BP CRM is provided in several languages.On solution level, you can define which languages will be activated for language-specificcustomizing.

In the default settings, all languages supported by BP CRM are selected.

You have to reduce the list of languages only in the following cases:

Only a subset of languages is required for your solution

Some languages active on solution level are not installed in your system

Procedure1. On the Solution Builder – Solution Editor screen select your favorite solution.

2. Choose button Change Solution.

3. In dialog box Change Solution and screen area Released Languages, deselect thoselanguages, which are not relevant for your project or which are not installed in the CRMsystem (use transaction SMLT to identify the installed system languages).Language EN always has to be active.

4. Choose Enter.

ResultThe installation data path assigned to the solution is always set as default entry for theparticular solution.

http://help.sap.com/bp_crm70/CRM_DE/HTML.


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4.3 Step 2: Conduct ScopingUseAll scenarios of an uploaded solution represent the maximum scope that can be implemented.Based on target group and individual requirements, a smaller solution scope might besufficient. The scoping tool provides an easy to use graphical user interface that providesadditional details about each scenario, and provides an easy select/deselect function to addor remove scenarios in a scope.

To use the scoping functionality, make sure that the IFC framework is enabledaccording to the instructions of the overview note of the solution builder.Otherwise, the function will quit with an error message.

Several documents on the SAP Best Practices Documentation DVD help create the scopedefinition.

To get an overview of the SAP CRM areas covered by BP CRM, use the Solution Mapand the Solution Scope document provided on page Business Information BusinessBlueprint.

The scenario page (Business Information Preconfigured Scenarios <Scenario>)provides:

A process flow description

A Scenario Overview document with positioning, benefits and a graphicalrepresentation of the process flow

A detailed scenario script called the Business Process Documentation

For an online or offline demo of the SAP Best Practices scenarios, see page BusinessInformation Demo & Evaluation.

4.3.1 Scoping Screen

UseThe scoping tool displays all scenarios that are defined as relevant for scoping in a viewsimilar to a solution map. The scenarios are generally classified according to functional areasor application areas (application areas are used in the following as example).

If a scenario covers more than one application area, a primary application area is defined toshow the color/assignment to the application area unambiguously.

In the scoping screen, each scenario appears as a box in the color of the assigned (primary)application area. The color can be:

Solid (in case a scenario is selected)

Framed (in case a scenario is not selected)

Clicking on a scenario opens the box and provides the options to:

Select a scenario that is not selected (if allowed by the template, otherwise grayedout)

Deselect a selected scenario (if allowed by the template, otherwise grayed out)

See more information (using the Details button, if supported by your solution)

Clicking on the application area box shows a list of all scenarios that are assigned to thisapplication area. This list also includes scenarios with a different primary application area


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(can be identified by color). Clicking on a scenario in the list opens the scenario box (likeclicking on the scenario box itself). If a scenario is not visible on the screen, the screen isscrolled automatically to the position of the scenario.

If you are using the regular layout of the scoping screen (defined by the service provider ofyour solution), you can see if there is one or more scenario of an application area in scope(solid application area box) or none (framed application area box).

4.3.2 Scope Your Solution

PrerequisitesYou have imported the solution scope file successfully.

Procedure1. Go to view Solution Builder – Solution Editor.

2. Select Scoping (Ctrl+F9).

3. On the Scoping Select Template, choose the template.There is only one single template for each of the BP CRM solutions.

The following scenarios are delivered with the solution scope SAP Best Practices forCRM V2.700 (with ERP Integration):

Marketingo Lean Campaign Managemento Lead Managemento Interaction Center Marketing

Saleso Account & Contact Managemento Activity Managemento Opportunity Managemento Territory Managemento Pipeline Performance Managemento Interaction Center Sales

Serviceo Interaction Center Serviceo Service Order Managemento Complaints and Returns Managemento E-Service: Solution Assistanceo E-Service: Service Request Managemento E-Service: Complaints and Returns Management

Analyticso BW Analyticso CRM Interactive Reporting

The following scenarios are delivered with the solution scope SAP Best Practices forCRM V2.700 (CRM Standalone):

Marketingo Lean Campaign Managemento Lead Managemento Interaction Center Marketing

Saleso Account & Contact Managemento Activity Managemento Opportunity Managemento Territory Management


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o Pipeline Performance ManagementService

o Service Order Management Standaloneo Interaction Center Serviceo E-Service: Solution Assistanceo E-Service: Service Request Management

Analyticso BW Analyticso CRM Interactive Reporting

The following scenarios are delivered with the solution scope SAP CRM Rapid-Deployment Edition (with ERP Integration):

Marketingo Lean Campaign Managemento Lead Management

Saleso Account & Contact Managemento Activity Managemento Opportunity Managemento Integrated ERP Order and Quotation Managemento Pipeline Performance Management

Serviceo Interaction Center Inquiry and Complaint Management

Analyticso CRM Interactive Reporting

The following scenarios are delivered with the solution scope SAP CRM Rapid-Deployment Edition (CRM Standalone):

Marketingo Lean Campaign Managemento Lead Management

Saleso Account & Contact Managemento Activity Managemento Opportunity Managemento Pipeline Performance Management

Serviceo Interaction Center Inquiry and Complaint Management

Analyticso CRM Interactive Reporting

4. Choose Scope.

5. Initially all scenarios are selected. Click on a scenario in the scope matrix.

6. Choose Details to get more information about this scenario.

7. Click on Deselect to set the scenario out of scope.

8. After completion of scoping, choose Save Data to save your result.

9. Enter a Solution ID and a Description for your scope selection.

10. Choose Back.

ResultThe custom solution with the selected scope of scenarios is created.


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If you uploaded the installation data before the scoping process (as described inthis documentation), the installation data is copied automatically to the customsolution. The upload of installation data does not need to be performed in thatcase for the custom solution.

To continue the following operations with reference to your custom solution,ensure that you set it as a Favorite solution (choose the Favorite button).

4.4 Step 3: Personalization of Solution4.4.1 Upload Installation Data

PrerequisitesThe installation files have been downloaded to the local directory you created in step CreateInstallation Folder for the SAP Best Practices Installation Files and Scope File.

The Solution Scope file has been uploaded into the CRM system.

UseThis step is the prerequisite for the personalization of the default delivered settings for theimplementation of a solution.

Personalization is mandatory for BP CRM.

In addition, the upload allows you to review the installation data for the tasks in the BuildingBlock Builder for better transparency, troubleshooting, or to maintain installation data

The step activating a solution is independent of the uploading the installation datastep. The activation step uses the files in the installation data folder on thepresentation server, to ensure that you have uploaded the correct installationdata files and been pointed to the correct folder location.

ProcedureTo upload the installation files, proceed as follows in the Solution Builder:

1. Go to view Solution Builder – Solution Editor.

2. From the menu choose Solution Set as Favorite to set the uploaded solution as afavorite.

3. Choose button Upload Installation Data (Ctrl+F5).

4. In dialog box Upload Installation Data, maintain the following values, then chooseContinue:

Field Name Value

Path <your directory of installation files>

Files required for Personalization


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4.4.2 Personalize your Solution

Use

Personalization is mandatory for BP CRM.Don’t skip this section !!!

The generic personalization functionality provides additional personalization tasks ifsupported by your solution. For selected personalization tasks, it displays values thatcorrespond to the respective uploaded installation data.

Within the definition of personalization tasks, only selected parameters are displayed orchangeable to simplify personalization for end-users.

Besides field length, no consistency check of the changed data will beexecuted by the Personalization Assistant, which means that errors willoccur in the installation phase if inconsistent data is entered.Therefore it is highly recommended to run the personalization with theassistance of an experienced CRM consultant.

In most cases you have to enter the values directly, i.e. there will be noinput help for the parameters.

RecommendationsThe following table describes the personalization options:

Task: Personalization task, i.e. the adaptation of master data or customizing data

Use: Occurrence of the task in solution scope file:

o 1 = BP_CRM_V2_700.xml, i.e. use of CRM integration with ERP

o 2 = BP_CRM_V2_700_STANDALONE.xml, i.e. standalone use of CRM

o A = RDE_CRM_V2_700.xml, i.e. SAP CRM RDE solution with ERP integration

o B = RDE_CRM_V2_700_STANDALONE.xml, i.e. standalone use of CRM

Mandatory:

o YES: Maintenance is mandatory, otherwise errors will occur during theimplementation

o NO: Maintenance is optional, default values can be taken

Required Action:

o Data to be entered or modified

Task Use Mandatory Required Action

Global Parameters 1,2,A,B YES Enter country, language, and currency that has tobe used as default setting for customizing andmaster dataIn addition, enter the interval (lowest value andhighest value) for the postal code (e.g. 00000 and99999 for Germany) and the country regions (e.g.01 and 16 for Germany) of your country

Division (ERP) 1,A YES Enter your main division used in ERPat least one entry has to be maintained


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Task Use Mandatory Required Action

Division (CRM) 2,B YES Enter your main division for CRMat least one entry has to be maintained

Distribution Channel(ERP)

1,A YES Enter your main distribution channels used inERP; at least one entry has to be maintained

Distribution Channel(CRM)

2,B YES Enter your main distribution channels for CRM;at least one entry has to be maintained

Combination ofDistribution Channeland Division

1,2,A,B YES Enter one combination of division and distributionchannel

Organizational Units 1,2,A,B NO Description and address data of theorganizational units used in the CRMorganizational model can be adapted

Employees 1,2,A,B NO Address data of employees used in the CRMorganizational model can be adapted

System Users 1,2,A,B NO System users assigned to employees can beadapted

Customers (ERP) 1,A YES Replace the existing customer IDs with 8 ERPcustomers which will be downloaded from ERP toCRM

Customers (CRM) 2,B NO Name and address data of customers can beadapted

Contact Persons(CRM)

2,B NO Name and address data of contacts can beadapted

Competitor 1,2,A,B NO Master data of competitors can be adapted

Products (ERP) 1,A YES Replace the existing product IDs with 10 ERPproducts which will be downloaded from ERP toCRM

Products (CRM) 2,B NO Texts of products can be adapted

Conditions (CRM) 2,B NO Prices of products can be adapted

Procedure1. Choose the Personalization button.

2. On the left-hand side of the screen, the system displays a list of available personalizationtasks. On the right-hand side, the system displays the respective change options for theselected personalization task.

3. Change the values according to your requirements by considering the guidelines in thetable above.

4. After completion of a personalization task choose Set Status Completed.

5. Changed values are marked in blue color.

6. To reset the values of a personalization task back to the default values choose Reset todefault.

7. Save your changes.

ResultThe Installation data uploaded to the Solution Builder has been changed.


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4.4.3 Download Installation Data

PrerequisitesThe personalization of the solution is finished.

It is strongly recommended to download the installation data to a folder thatalready contains the complete set of installation data as delivered by yoursolution provider (confirm overwrite in case of a warning message). Otherwiserequired files that are not covered by the up- and download process (such asgraphic files) will be missing.

Procedure1. Choose button Download Installation Data (Ctrl+F6).

2. In dialog box Download Installation Data, maintain the following values:

Field Name Value

Path <your directory of installation files>

Files required for Personalization

If you maintained the user settings according to section Maintain User Settings: Pathto Installation Data, the directory of the installation data is already set as default in thedialog box.

3. Choose OK to overwrite the installation data.

ResultThe personalized installation data is downloaded to the folder that contains all installation filesrequired during the implementation of a solution.

4.5 Step 4: Implementation of Solution4.5.1 Activating a Solution

UseThe implementation of a solution is performed in the Implementation Assistant.

The Implementation Assistant provides two activation options:

Activation in the Solution View (standard view):

o All selected scenarios will be installed according to the sequence listed in theSolution/Scenario structure.

o No parallel activation or individual selection of scenarios possible.

o Recommended Activation Option because activation conflicts will be avoided.

Activation in the Scenario View:

o Scenarios can be individually selected for activation and the installation sequencecan be freely defined.


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Activation in the Scenario View will not prevent parallel activation ofsolution content, because only the currently activated scenario isprotected.If you run automated steps in different scenarios accessing the same data,table errors and inconsistencies can occur.

Therefore using this activation option is not recommended and is at yourown risk – for example, you should make sure that only a single user isrunning the activation.

The Implementation Assistant screen provides the scenario list of a solution on the left-handside. Expanding the Scenario shows the Building Blocks of the Scenario in the correctsequence.

Expanding a Building Block shows the implementation activities of each Building Block in thecorrect sequence.

On the right-hand side in the upper part of the screen, you see the Building Block repositoryfor your solution.

The lower part shows all messages and message details that are generated during checksand implementation.

ProcedureTo activate a solution, the following activation information must be provided:

Target language (the language of text fields for system parameters that are notlanguage dependent in a technical sense. After starting the installation, the targetlanguage cannot be changed.)

Folder containing installation data (it is recommended to use already-determinedfolder retrieved from the user settings.

A workbench and customizing request (these can be created using the respectivecreate buttons at the bottom of the activation dialog box)

SDC: Assignment of a system data container. This enables the direct access toconfiguration activities in other systems, e.g. from the Solution Builder.You have to assign the system data container Z_SMB20_ALL_H001 created insection Maintaining System Landscape.

Other options

o Skip this screen – During activation, if the system stops due to a manual taskor error, you must restart activation. This option prevents the activation dialogbox from displaying again. The system uses the same settings from the firstactivation. To redisplay this activation option screen, you can right-click thesolution node, and choose Display Activation Option.

o If the Activation Options are skipped, you can make the ImplementationAssistant stop the activation after the installation of each scenario and todisplay the activation options screen (Choose option Stop activation by theend of each Scenario)

1. Choose the button.

2. In the Implementation Assistant - Solution view choose the button.

3. Alternatively, you can select a specific scenario in the Implementation Assistant -Scenario view for activation.

4. Specify the activation options as described above.


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5. Confirm the Activation dialog box.

ResultThe activation starts. Depending on the number of manual activities and possible errorsduring implementation, the activation may stop occasionally, waiting for manual input ortroubleshooting.

Refer to the information provided with your solution for any specific informationthat must be considered for prerequisites or during implementation. This will alsoprovide you with information of the expected implementation time and specifictroubleshooting procedures.

If several people are involved in the implementation, make sure to take activation

ownership (choose the button). Otherwise, the solution is locked.

4.5.2 Manual Interaction During Installation of BuildingBlocks

UseThe installation procedures of the following scenarios / building blocks contain manualinstallation steps and / or require manual confirmation.

ProcedureIf the Solution Builder stops because of a manual activity please proceed as follows:

1. Confirm the Information screen There is no instructional document attached to thismanual task.

2. On the navigation option screen, memorize the header of this screen. This headerinformation is identical with the configuration activity that has to be executed manually.

3. Open the Configuration Guide for this building block which is provided on thedocumentation DVD in section Technical Information Building Block Library.Navigate to the Building Block and open the Configuration Guide.

4. Choose the proposed navigation option, e.g. Navigate to IMG.

5. Execute the configuration activity manually by following the instruction of the relatedsection in the Configuration Guide.

6. Choose Back (from the IMG activity or the transaction).

7. Choose Proceed.

8. In the Implementation Assistant – Scenario Edit View choose Confirm Manual Step.

9. Enter a reason (optional) and choose Enter.

10. Proceed with the activation.

4.5.3 Error Handling: Installation ErrorsThe following information helps you to solve problems that might occur during the installationprocess.


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4.5.3.1 Processing General Errors During Installation

UseWhen an activation of an automated task runs into errors, the activation stops at the point ofthe error. No further implementation can be done until the error is resolved.

Procedure1. On the Implementation Assistant – Solution View screen, select a task that has a red light

in the Current status column.

2. Expand the task and choose the log that is assigned to this task.Detailed information about the error is displayed in the Error List pane.

3. In the Error List pane choose Display Detailed Log. The detailed log information about aneCATT or BC Set activation is displayed.

4. In this log information, check entries with a red light to identify the reason for the error.

If the error can be solved based on the log information, you can run the eCATT orBC Set again.

If the activation fails because of locked objects, please make sure, that no objectsare locked by any users. Then try to activate the activity again.

See the document SAP Best Practices Tools for details about the manualactivation of eCATTs and BC Sets. The document can be found on thedocumentation DVD in the area Technical Information Concept.

5. If the log information is not sufficient to solve the problem you can proceed as follows:

a. Execute the task manually: use the description of the related section in theConfiguration Guide for executing the task,

or

b. Open a customer message for this problem specifying the package-relatedcomponent- SV-SMB-AIO-BP-CRM for SAP Best Practices for CRM- SV-RDS-CRM for SAP CRM rapid-deployment solution.

Do NOT delete Solution Builder scenarios ONCE they have been activated. If youdelete scenarios, the activation history and the respective logs are lost and it isnot possible to find possible error reasons with tenable efforts.

In such cases, NO SAP SUPPORT CAN BE PROVIDED.

6. When you have solved the problem (either executed the task manually or a solution hasbeen provided via customer message), choose the Change button that is displayed in theOld Status column to the right of the task.

Do NOT proceed with installation if the problem has not been solved. If youcontinue without solving the problem, severe errors might result in thesubsequent installation steps that cause incalculable efforts to fix.

In such cases, NO SAP SUPPORT CAN BE PROVIDED.


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7. On the Confirmation dialog box, choose OK to manually change the status to successful.

8. On the Information dialog box, you can enter a reason for changing the status.

9. Choose Continue.

The information is saved in a log. To view details for a changed task, choose thered light in the Original Status column for that task. A dialog box displays the userwho performed the change, the date of the change, and the reason for thechange. Choose Continue to close the dialog box.

10. Choose Activate to continue with the installation.

4.5.3.2 Known Problems with Activation of BP CRMContent

UseThis section describes known issues during the activation of BC sets or eCATTs of SAP BPfor CRM.

The problems and solutions are listed here according to Building Block occurrence:

BuildingBlock

ObjectType

Technical Object Solution

C22 BCSET /SMB20/VC_CRM_MKTPLCHAN_B018_C22

Activation error can be ignored.Confirm and proceed with next step

bp crm quick guide 700v3

Documents

interaction

component

lean campaign

pipeline performance

main distribution

correct sp

crm interactive

interaction