dietmar bohn vice president and global head of solution ...€¦ · dietmar bohn vice president and...
TRANSCRIPT
Dietmar Bohn
Vice President and Global Head of Solution Management Line of Business Sales
SAP AG
An Introduction to Hybrid Cloud SAP CRM: How to Best Utilize Cloud and On-Premise Solutions for Sales, Marketing and Service
© 2013 SAP AG. All rights reserved. 2
SAP Hybrid Cloud CRM Approach Objectives of the Presentation
SAP 360 Customer
SAP Hybrid Cloud CRM Approach
End-to-end processes
Integration options
Tips for deciding the best fit
Customer examples
© 2013 SAP AG. All rights reserved. 3
The Hype of Cloud Computing On Demand versus Hosted, Private Cloud etc.
Company wants to run SAP
CRM in their data center
Company does NOT want to run
SAP CRM on their own
Traditional
OnPremise Private Cloud
- Virtualization
Perpetual
Licenses
Sub-
scription-
based
Private
Cloud
Public
Cloud
Hosted
OP
On Demand
SAP Super Summit: Is the Cloud for Real? Anders Trolle Schultz: http://www.youtube.com/watch?v=uky7euqdxpA
© 2013 SAP AG. All rights reserved. 4
SAP 360 Customer
Hybrid Cloud CRM Approach
Processes
Integration Options
Wrap-Up
Agenda
2
3
4
1
5
© 2013 SAP AG. All rights reserved. 5
Future CRM with SAP Key Innovation Areas for Sales, Marketing, Service
Big Data
Leverage company-wide customer data plus unstructured information
from the Web and other external sources
Collaboration
Cloud
Mobile Social Media
Convenience and Choice
Multi-Channel
© 2013 SAP AG. All rights reserved. 6
SAP Solution Strategy On Premise, On Demand, On Device with Differentiating Orchestration
ON PREMISE
ON DEMAND
ON DEVICE
TECHNOLOGY
OR
CH
ES
TR
AT
ION
© 2013 SAP AG. All rights reserved. 7
SAP’s Core CRM Solution Portfolio The Right CRM Solution for Every Great Company
On Premise
On Demand
SAP Business ByDesign¹
SAP Customer
OnDemand
SAP CRM Rapid
Deployment Solution
SAP CRM Suite
CRM
“Suite” “Process Focus”
“LoB-specific” “User Focus”
SME (or LE subsidiaries) only
SAP Business
ByDesign Platform
SAP Business
Suite Platform
CRM
SAP Business One¹,²
1 Full Suite including ERP, CRM …
2 Not on SAP Business Suite Platform
© 2013 SAP AG. All rights reserved. 8
SAP 360 Customer – Deployment Options On-Premise, Packaged, On-Demand
CRM 7 On-Premise
Rich SFA functionality
to cover comprehensive
business processes
Industry-specific
capabilities
End-to-end processes
with seamless
integration into other
Business Suite areas
Sophisticated
reporting requirements
Could be tailored to
specific needs
CRM Rapid
Deployment Solutions
Fast time-to-value,
minimum project risk
Pre-configuration
based on best-practices
Extend as you grow –
w/o compromise
Optional: No CAPEX,
no operations
Customer OnDemand
Most modern CRM UI
Collaborative SFA
Lean Mobile
Typical On-Demand
advantages:
– TCO for smaller
number of user
– Innovation frequency
– IT independence
– Fast deployment, fast
time-to-value
– No investment (HW,
SW), no operations
– Agility: On/Off-
boarding On-Premise and RDS also available for Private Cloud deployments
© 2013 SAP AG. All rights reserved. 9
SAP Customer OnDemand – Sales Capabilities Sales Force Automation in the Cloud and SaaS
For sales teams
In strategic sales – specially designed for modern working methods
Simple user-oriented tools and a
unique feed-based approach simplify collaboration in the team and
increase sales productivity and performance
Why SAP Sales OnDemand?
The most modern CRM UI
Strong collaboration capabilities - for collaboration in the team and
“crowdsourcing” the best sales information from business and social
networks
Out-of-the-box sales analytics
Integrated into SAP ERP, SAP CRM, SAP BI
Mobile solution for BlackBerry, iPhone, iPad
Demo system: https://my300070.crm.ondemand.com
© 2013 SAP AG. All rights reserved. 10
SAP Jam Social Business Collaboration Built for Business Execution
Social Customer Collaboration (SAP CRM) http://demo.tdc.sap.com/speeddemo/7cca2c6eca459239/
Social Opportunity Management (Sales OnDemand) http://demo.tdc.sap.com/SpeedDemo/9288aeb50fbb0bbc
Cross Business Process collaboration (CRM and ERP) http://demo.tdc.sap.com/SpeedDemo/ffc36aa6ed9419fa
Market-leading enterprise social networking
Connect the entire organization plus all other
internal and external stakeholders
Internal private and “public” groups for team
collaboration
Streamlined content contribution and
annotation, including video
Embedded in and connected to end-to-end
business processes – across Sales OD,
CRM 7 and ECC
Speed up the sales cycle, increase efficiency
Collaboration through micro-blogging, with feeds
Collaborative account and opportunity management
Customer or partner collaboration
Social onboarding – connecting new hires with the
people, processes, content
Expertise location – find and connect with subject
matter experts
Access anywhere via mobile apps on iPhone, iPad, BB, and Android
© 2013 SAP AG. All rights reserved. 11
SAP Solutions for Sales, Service, Marketing On-Premise and Cloud-Based Solutions
SAP CRM 7.0
Mature Enterprise CRM with deep functionality
For Marketing, Sales, Service
Customer insight based on enterprise-wide data
Industry capabilities
End-to-end processes
Powerful analytics & reporting
All relevant customer interaction channels
SAP HANA
Collaboration
Mobile Social Media
SAP Customer
OnDemand
Analytics powered
by HANA
Big Data
Multi
Channel
…
© 2013 SAP AG. All rights reserved. 13
SAP 360 Customer
Hybrid Cloud CRM Approach
Processes
Integration Options
Wrap-Up
Agenda
2
3
4
1
5
© 2013 SAP AG. All rights reserved. 14
SAP Hybrid Approach for CRM in Larger Enterprises Harness the Best Combination of On-Premise and Cloud-Based Solutions
CLOUD ON PREMISE
HYBRID
DEPLOYMENT
With the “SAP Hybrid Approach for CRM in Larger Enterprises” our customers
can harness the power of the best combination of Cloud/OnDemand and on-
premise solutions from SAP and our partners: Extending on-premise solutions like
CRM or ERP with Cloud/OnDemand-based solutions for flexibility, innovation and
new technologies through differentiating orchestration.
© 2013 SAP AG. All rights reserved. 15
SAP Hybrid Approach for CRM in Larger Enterprises Harness the Best Combination of On-Premise and Cloud-Based Solutions
On Premise
SAP
ERP
SAP
BI
SAP
CRM
SAP Mobile
Infrastructure
as a service
SAP
Information
Interchange
SAP HANA
Cloud
Integration
SAP Sales
OnDemand InsideView
for Insight
SAP Jam for
Collaboration
SAVO for
Sales Assets
SAP Social OD
SAP BI OD … …
© 2013 SAP AG. All rights reserved. 16
SAP CRM Hybrid Approach for LE It’s All About Choice
Note: All three options consider connection to SAP ECC respectively integration into SAP Business Suite
Customer OD connected to SAP CRM
For cases where both CRM deployment
options are required
SAP CRM
On-Premise
Customer
OnDemand C
SAP CRM 7.0 only
For requirements where On-Premise
CRM is more suited
B SAP CRM
On-Premise
Customer OnDemand only
For requirements where Cloud CRM is more suited –
with out-of-the-box connection to SAP ECC A
Customer
OnDemand
© 2013 SAP AG. All rights reserved. 17
SAP Hybrid CRM Approach Why Customers Connect SAP Customer OD with SAP CRM
1. Looking for a company-wide solution for all Sales, Service, and Marketing
organizations (including all subsidiaries and sales offices)
2. Run sales offices or subsidiaries through Cloud solutions with shared master data,
e.g., with consolidated forecasting and reporting possibilities, territory management, …
3. Need SAP CRM OP capabilities, however would prefer the Customer OD User
Experience (CRM the backbone, Customer OD for the field reps)
4. New division up and running quickly
5. Extend existing SAP CRM platform to new users
6. CRM OP up and running, but “Cloud only” in future, or deployment flexibility
7. Replacing existing competitor’s Cloud SFA solutions with SAP Customer OD and
having also SAP CRM OP in (e.g. SAP Business Partner the core record)
8. Start quickly with SFA (or Service) in the Cloud (plus Campaign and Lead Mgmt.),
but consider Marketing and Service, multiple channels, BCM, … later on
2
3
4
1
5
6
8
7
© 2013 SAP AG. All rights reserved. 18
SAP 360 Customer
Hybrid Cloud CRM Approach
Processes
Integration Options
Wrap-Up
Agenda
2
3
4
1
5
© 2013 SAP AG. All rights reserved. 19
SAP Hybrid Cloud CRM Approach SAP Customer OD – SAP CRM 7.0 Integration (*)
Bidirectional synchronization of customers and contacts master data
Unidirectional synchronization of product/material master data from SAP CRM
User triggered real-time SAP CRM price requests for accurate opportunity pricing
Trigger real-time creation of SAP CRM sales quotations and sales orders
Real-time review of relevant Sales documents for an opportunity
Real-time review of relevant Sales documents for an account
(*) SAP HANA Cloud Integration or SAP NetWeaver PI on-premise integration
SAP Customer OnDemand
Employee
Lead Service
Request
Opportunity
Business
Partner
Employee
Service
Request
Business
Partner
Material
Product
Lead
SAP CRM
Campaign
Header
Campaign
Activity
Activity
Account
Hierarchy
Account
Hierarchy
Territory
Assignment
Territory
Assignment
Opportunity Quote /
Sales Order
Pricing
(IPC)
ID #
Demo on SCN: https://scn.sap.com/docs/DOC-33224
© 2013 SAP AG. All rights reserved. 20
Competitive Differentiation
1. Out-of-the-box integration, with single vendor accountability for your end-to-end value chain;
end-to-end maintenance through SAP including integration part
2. Real-time Master Data synchronization: accounts, account hierarchy, prospects, contacts,
employee, territory assignment, competitors, products, campaign headers
3. Deeper customer overview with information from ECC (or BW) through real-time end-to-end
integration: order history, invoices, sales orders, contracts, etc.(*)
4. Real-time integration of transactional CRM data: Leads, opportunities, activities, service requests
5. Lead-2-Opportunity process with initiation of SAP CRM sales quote or order (with CRM pricing and
configuration, IPC)
6. High flexibility in CRM integration through SAP HANA Cloud Integration (“SAP NetWeaver PI OD”)
SAP Hybrid Cloud Approach for CRM Competitive Differentiation SAP Customer OD and SAP CRM Integration
Top Use Cases (reg. integration)
1. Visit Preparation: Customer overview with information from SAP ECC (or BW)
2. Collaborative Lead and Opportunity Management for Sales and Marketing
3. Lead-to-Opportunity Management with Pricing from CRM (IPC)
4. Lead-to-Opportunity Management with initiation of CRM sales quote or sales order – covering
complete Lead-to-Cash scenarios
5. Manage Service Requests
(*) No need for additional SAP ECC licenses to leverage ECC Customer Overview
© 2013 SAP AG. All rights reserved. 21
SAP Hybrid CRM Approach SAP Sales OD – SAP ECC 6.0 Integration (*)
• Bidirectional synchronization of customers and contacts master data
• Unidirectional synchronization of product/material master data from SAP ERP
• User triggered real-time SAP ERP price requests for accurate opportunity pricing
• Trigger real-time creation of SAP ERP sales quotations and sales orders
• Real-time review of relevant Sales documents for an opportunity
• Real-time review of relevant Sales documents for an account
(*) SAP HANA Cloud Integration or SAP NetWeaver PI on-premise
SAP Customer OnDemand
Contacts Accounts/
Prospects
Contact Customer
Products
Material
Lead
Pricing
Configuration
Sales
Quotation
Sales
Order
Opportunity ID #
Product
category
Material
Category
SAP ECC 6.0
© 2013 SAP AG. All rights reserved. 22
Competitive Differentiation
1. Single vendor accountability for your end-to-end value chain; end-to-end maintenance through
SAP including integration part
2. Master data synchronization: Customers, contacts, products
3. Deeper customer overview with information from ECC through real-time end-to-end integration:
Order history, invoices, sales orders, contracts, etc.(*)
4. Lead-2-Opportunity process with initiation of SAP ECC sales quote or order (with SAP ECC pricing
and configuration)
5. High flexibility regarding deeper ECC integration through SAP HANA Cloud integration (with pre-
defined services)
SAP Hybrid Cloud Approach for CRM Competitive Differentiation SAP Sales OD and SAP ECC Integration
Top Use Cases (reg. integration)
1. Visit Preparation: Customer overview with information from ECC (or BW)
2. Lead-to-Opportunity Management with ECC pricing
3. Lead-to-Opportunity Management with initiation of ERP sales quote or sales order, covering
complete lead-to-cash scenarios
(*) No need for additional SAP ECC licenses to leverage ECC Customer Overview
© 2013 SAP AG. All rights reserved. 23 Internal
SAP Customer OnDemand – SAP ECC Integration Standard Sales Quote – with Sales OnDemand February 2013 Release
Opportunity
Campaign
Create follow-up
Copy/Follow-up Reference
Sales Order Follow-up
Confirmation
SAP Customer OnDemand SAP ECC
Sales Order
Request
Notification
Release
Messages
Optional steps
Sales Quote
Master Data Master Data
© 2013 SAP AG. All rights reserved. 24
SAP 360 Customer
Hybrid Cloud CRM Approach
Processes
Integration Options
Wrap-Up
Agenda
2
3
4
1
5
© 2013 SAP AG. All rights reserved. 25
SAP CRM Hybrid Cloud Approach for CRM In LE Master Data, Mash-Up, Transactions
Process Integration
Transactions: Leads, Opportunities, Quotations, Orders,
and Service Requests On-Premise C
View on ECC, CRM, BI Data
“Account 360” B On-Premise
Master Data
Initial data load and
bi-directional real-time synchronization A
© 2013 SAP AG. All rights reserved. 26
SAP CRM Hybrid Cloud Approach for CRM In LE SAP HANA Cloud Integration the Recommend Approach
(*) Based on pre-defined content as a service (on-boarding services)
SAP Customer
OnDemand
SAP CRM (OP), SAP ECC (OP)
SAP HANA Cloud Integration
Option 1: Through “SAP
PI OD”, with pre-defined
services option (*)
SAP NetWeaver PI
Option 2: Through
SAP NetWeaver PI, with
pre-defined content option
Remark: SAP also offers a
point-to-point integration
option. However, this option
just covers basic integration
scenarios and also does not
support Marketing or
Service capabilities. (**)
(**) For simple landscapes with latest releases
© 2013 SAP AG. All rights reserved. 27
SAP NetWeaver Process Integration and SAP Data Services will also support integration with SAP Cloud solutions
Cloud Integration Technology
Process and data integration
capabilities to enable integration
of SAP Cloud solutions to: • SAP on-premise solutions
• SAP cloud solutions
• Third-party cloud solutions
• Third-party, on-premise solutions
Cloud Integration Content • Prepackaged integration content
for SAP to SAP (e.g. via rapid-deployment solutions)
• Customers, ecosystem, and community can extend and create new content
On-Premise
SAP Cloud
SAP On-Premise Solutions
ERP CRM
Third-Party On-Premise Solutions
….
On-Premise Agent
Non-SAP Clouds
SAP HANA Cloud Integration
Data Security
Development & Lifecycle Mgmt
Governance and SLAs
Extensibility / Adapter SDK
…...
Customer
OnDemand …
SAP HANA Cloud Integration Lowers Cost, Increases Speed, Enhances Simplicity for Customers
SAP Cloud Solutions
Mapping and Transformation
Monitoring and Administration
Connectivity Service
Data Quality
Data Consolidation
© 2013 SAP AG. All rights reserved. 28
Sales OnDemand – SAP CRM Integration Architecture SAP HANA Cloud Integration vs. SAP NetWeaver PI Integration
SAP NetWeaver PI Integration
SAP HANA Cloud Integration
Integration content portable:
Between SAP NetWeaver PI and
“SAP HANA Cloud Integration”
Minimal on-premise footprint:
Add-on only for initial data
extraction
Leverage existing APIs:
Mappings between available on-
premise APIs/IDocs and Sales
OD APIs
Simpler to extend: Extend
mapping instead of new
development in on-premise
systems
© 2013 SAP AG. All rights reserved. 29
SAP HANA Cloud Integration Integration Flow Configuration Based on Enterprise Integration Patterns
Integration flow configuration
based on Enterprise
Integration Patterns, such as
Point-to-Point
Content based routing
(multiple receivers)
Content based routing
(multiple interfaces)
Message translator
….
Flexible combination of
Enterprise Integration Patterns
supported
Continuous enhancements and
support of further Enterprise
Integration Patterns planned
for the near future
© 2013 SAP AG. All rights reserved. 30
SAP HANA Cloud Integration Eclipse-Based Integration Flow Modeling
© 2012 SAP AG. All rights reserved. 31
SAP NetWeaver PI / SAP
HANA Cloud Integration
Customer OnDemand – Multiple Integration Touch Points Integration Into SAP ECC and SAP BI
REAL-TIME MASTER DATA SYNCHRONIZATION 2
INITIAL DATA LOAD 1
REPORT INTEGRATION / HTML MASH-UP
RECENT ORDERS INTEGRATION (Account 360) 4
DATA INTEGRATION – SAP SALES OD to SAP BW
DATA INTEGRATION – SAP BW to SALES OD 5
6
7
REAL-TIME OPPORTUNITY-TO-ORDER PROCESS INTEGRATION
Real-time Opportunity Pricing Check
Real-time Quotation Processing
Real-time Sales Order Processing
Review of relevant Sales Documents
3
© 2012 SAP AG. All rights reserved. 32
SAP NetWeaver PI / SAP
HANA Cloud Integration
Customer OnDemand – Multiple Integration Touch Points Integration Into SAP CRM, SAP ECC, SAP BI
REAL-TIME MASTER DATA SYNCHRONIZATION 2
INITIAL DATA LOAD 1
REPORT INTEGRATION/ HTML MASH-UP
DATA INTEGRATION – SALES OD to SAP BW
DATA INTEGRATION – SAP BW to SALES OD 6
7
8
REAL-TIME OPPORTUNITY and SERVICE SYNCHRONIZATION
Real-time Opportunity synchronization plus Sales
Order/Quote update from CRM to Sales OD
Real-time Service request from Sales OD to SAP CRM
with status update from SAP CRM to Sales OD
4
REAL-TIME CAMPAIGN and LEAD SYNCHRONIZATION 3
RECENT ORDERS INTEGRATION (Account 360)* 5
© 2012 SAP AG. All rights reserved. 33 SAP Internal and Confidential
SAP Sales OnDemand – BI Integration Report Integration: HTML Mash-Up in Sales OnDemand
Detailed View UI /
dashboard
BEx 3.X tools
(ABAP Web)
BW Infoprovider:
Infocube, DSO,
Multiprovider, Infoset,
Hybrid Provider
Create Query and
Web Template
HTML Mash-up
consuming a BW 3.X web
template in Sales OD
The Mash-Up approach of Customer OnDemand supports mash-ups as HTML,
URL or Web Services
© 2012 SAP AG. All rights reserved. 34 SAP Internal and Confidential
SAP NetWeaver PI
SAP Sales OnDemand – BI Integration Report Integration: Data Transfer – SAP BI to Sales OD
BW Infoprovider:
Infocube, DSO,
Multiprovider, Infoset,
Hybrid Provider
Data Transfer to
Customer OD
Open Hub
Destination (DB
table
Transfer to db table
A2X Service
Detailed View UI /
dashboard
Custom BO / Extension
Fields in Standard BO
Lean BI Report / Embedded Components
Data in BI Infoproviders can be transferred into an Open Hub Destination.
In Sales OD, a custom BO (table) is created to store the data and its associated web service (A2X) is generated. From BI, call the web service via a Z* program or PI and push the data from the Open Hub Destination into the custom BO (table) in Sales OD.
Data in custom BO can be exposed in Sales OD UI as embedded tables or as native reports.
© 2012 SAP AG. All rights reserved. 35 SAP Internal and Confidential
SAP Sales OnDemand – BI Integration Mash-Up Vs. Data Transfer Approach
Mash-Up Approach Data Transfer to Sales OD Approach
+ Reuse existing Reports in SAP BI
+ BW Data authorizations set-up honored
+ Real-time data access from SAP BI
+ Equivalent to launching a BI Report
independently on web => No additional
impact on Sales OD or SAP BI performance
+ Low effort and investment
+ No continuous maintenance needed
+ No impact on Sales OD for modification in
the reporting data model
- Potential network latency impact
+ No network latency as data is stored in cloud
+ Usage of native Sales OD reporting
- Re-implement authorization model in Sales OD
- No real time reporting from SAP BI; data
transferred from SAP BI to Sales OD in batch
- Higher implementation effort – develop new
objects and reports in Sales OD, develop data
transfer programs to call web service to transfer
data from SAP BI
- Needs monitoring and error handling during
data transfer. Performance impact on load of
large data volumes
- Modifications to the reporting data models
needs to be replicated to Sales OD with
changes to the BO and the web service
© 2013 SAP AG. All rights reserved. 36
SAP 360 Customer
Hybrid Cloud CRM Approach
Processes
Integration Options
Wrap-Up
Agenda
2
3
4
1
5
© 2013 SAP AG. All rights reserved. 37
SAP Hybrid Cloud CRM Approach Demos – CRM 7, Customer OD, SAP Jam
SAP Customer OD integration into SAP CRM 7:
Campaign, Lead, Opportunity, Service Ticket
SAP Sales OnDemand with integration of SAP Jam,
InsideView, SAVO for superior collaboration and
account/contact 360, sales enablement
SAP Jam for collaboration along the entire end-2-end
process – system-agnostic
CRM 7 with integration of SAP Jam, InsideView, SAVO
for superior collaboration, account/contact 360, sales
enablement
1
3
2 Customer OD Demo system:
https://my300070.crm.ondemand.com
CRM 7 demo:
https://websin.sapdemocloud.com/SDC1817662 4
SAP Jam: https://www.cubetree.com/
© 2013 SAP AG. All rights reserved. 38
7 Key Points to Take Home SAP Hybrid Cloud CRM Approach for Large Enterprises
Complement SAP CRM and SAP ECC with cloud-based solutions to easily consume
innovation without disrupting mission-critical transactional systems
… or to easily leverage comprehensive infrastructure or new technology as IaaS
Connect SAP Customer OnDemand to SAP CRM and SAP ECC to manage costs and
resources, priorities and flexibility: Cover all company-wide sales, marketing and
service teams – considering end-to-end processes
Connecting through SAP NetWeaver PI, available in the Cloud or as On-Premise – a
differentiating and very flexible connection approach to SAP CRM and SAP ECC
… with pre-defined content and on-boarding services
Optionally through out-of-the-box point-to-point connection of SAP Customer
OnDemand to SAP CRM and SAP ECC for master data, deeper customer information
and process integration, with lowest TCO for basic integration scenarios
Single vendor accountability for your end-to-end value chain, with vendor quality
testing and automatic integration upgrades
4
1
7
3
2
5
6
Thanks for your attention!
Dietmar Bohn, Vice President and Head of Global Solution Management Line of Business Sales
SAP AG
M +49 160 90 82 0337
Twitter: @Dietmar_Bohn
Questions?
© 2013 SAP AG. All rights reserved. 40
Where to Find More Information SAP 360 Customer
SAP Solution Explorer (beta): https://rapid.sap.com/se/
SAP Solution Browser (release deltas): www.sapsolutionbrowser.com/
SAP CRM in public Web: www.sap.com/crm
Jonathan Becher, CMO at SAP, talks about SAP 360 Customer in 2 min: www.youtube.com/watch?v=9uYkn8yPokk
SAP 360 Customer info: www.sap.com/lines-of-business/sales/sap-360-customer/index.epx
SAP Sales Solutions – Quick overview in 5 min: www.youtube.com/watch?v=28wZqYMDiv8
SAP Super Summit Future CRM with SAP in 45 min: www.youtube.com/watch?feature=player_embedded&v=a1-stmU54lI
SAP CRM Sales – Business Process Expert Community: http://scn.sap.com/community/crm/sales
SAP CRM Wiki (SAP Community Network): http://wiki.sdn.sap.com/wiki/display/CRM/Customer+Relationship+Management
SAP CRM – Help Portal: http://help.sap.com/crm
SAP CRM: Flash Demos
SAP CRM: Customer Success Stories & ROI Reports
SAP Jam: www.successfactors.com/business-execution-software/jam/jamoverview/
SAP Roadmap LoB Sales solutions: http://service.sap.com/~sapidb/011000358700001150782010E.pdf *
* Requires login credentials to the SAP Service Marketplace
© 2013 SAP AG. All rights reserved.
© 2013 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of Microsoft Corporation.
IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli, Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation.
Linux is the registered trademark of Linus Torvalds in the United States and other countries.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of Adobe Systems Incorporated in the United States and other countries.
Oracle and Java are registered trademarks of Oracle and its affiliates.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems Inc.
HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.
Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siri, and Xcode are trademarks or registered trademarks of Apple Inc.
IOS is a registered trademark of Cisco Systems Inc.
RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registered trademarks of Research in Motion Limited.
Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik and Android are trademarks or registered trademarks of Google Inc.
INTERMEC is a registered trademark of Intermec Technologies Corporation.
Wi-Fi is a registered trademark of Wi-Fi Alliance.
Bluetooth is a registered trademark of Bluetooth SIG Inc.
Motorola is a registered trademark of Motorola Trademark Holdings LLC.
Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH.
SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.
Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.
Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company.
Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company.
All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.
The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.