ehp2_rn_en_sp10

Release Notes

SAP Enhancement Package 2 (Including SP10) for SAP CRM 7.0

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Notices of Discontinuation .......................................................................................... 9 Mobile Sales and Service for Handheld Devices (Advance Notice of Discontinuation with SP09) . 9

Citrix Operation of Mobile Sales and Service for Laptop (Advance Notice of Discontinuation with SP09).............................................................................................................................................. 10

Selling via eBay (Advance Notice of Discontinuation with SP09) .................................................. 11

SAP for Telecommunications: Sales and Order Management for Web Channel (Advance Notice of Discontinuation with SP09) ............................................................................................................ 12

SAP for Telecommunications: Sales and Order Management for Dealer Channel (Advance Notice of Discontinuation with SP09) ........................................................................................................ 13

Legal Changes ..........................................................................................................14

Business Function Single Euro Payments Area (SEPA) ........................................14 CRM_SEPA_1: Business Function Single Euro Payments Area (SEPA) Mandates (New for SP08) ........................................................................................................................................................ 14

CRM_SEPA_1: Integration of SEPA Mandates in Business Partner (New for SP08) ................... 15

CRM_SEPA_1: SEPA Direct Debits for CRM Business Transactions (New for SP08) ................ 16

CRM_SEPA_1: SEPA Direct Debits for ERP Sales Documents (New for SP08) ......................... 18

CRM_SEPA_1: SEPA Mandates in the Financial Customer Care Application (New for SP08) .... 20

WebClient UI Framework...........................................................................................21

Business Function WebClient UI Framework Documentation ................................21 UI_FRW_2_DOCU: Business Function WebClient UI Framework Documentation (New) ............ 21

UI_FRW_2_DOCU: Creation of Reference Design Objects (New) ............................................... 22

UI_FRW_2_DOCU: Application Enhancement Tool (Enhanced) .................................................. 23

UI_FRW_2_DOCU: Field Label Analysis (New) ............................................................................ 24

Basic Functions and Performance .............................................................................25

Business Function Performance and Business Transaction Item Processing ........25 CRM_PERFORMANCE_2: Business Function Performance and Business Transaction Item Processing (New) ........................................................................................................................... 25

CRM_PERFORMANCE_2: Fast Group Condition Processing (New) ........................................... 28

Business Function Filter for Workflow Inbox ...........................................................29 CRM_WFI_FILTER_1: Business Function Filter for Workflow Inbox ............................................ 29

Business Function Reduction of Implementation Time ...........................................30 CRM_TCI_1: Business Function Reduction of Implementation Time (New) ................................. 30

CRM_TCI_1: Consistency Check for Mandatory Fields in Business Partner/Customer Data (New) ........................................................................................................................................................ 31

CRM_TCI_1: Visual Indication of Mandatory Fields on Business Partner UIs (New) ................... 32

Business Function Enlarged Text Area and Filters in Text Log ..............................33 CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP02) ...... 33

Business Function Integration of SAP Jam with SAP CRM ....................................35 CRM_SWI_1: Business Function Integration of SAP Jam with SAP CRM (New for SP03) .......... 35

CRM_SWI_1: Business Function Integration of SAP Jam with SAP CRM (Enhanced for SP04) . 37



Business Function SAP CRM BO Change Notification Using SAP NetWeaver Gateway .................................................................................................................41

CRM_SWI_GW: Business Function SAP CRM BO Change Notification Using SAP NetWeaver Gateway (New for SP06) ............................................................................................................... 41

Business Function Search in Business Object Attachments ...................................42

CRM_ES_BY_ATTACHMENT: Business Function Search in Business Object Attachments (New for SP10) ........................................................................................................................................ 42

Master Data ...............................................................................................................43

Business Function Knowledge Article .....................................................................43 CRM_KA_CI_1: Business Function Knowledge Article ................................................................. 43

Business Function Enlarged Text Area and Filters in Text Log ..............................45 CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP02) ...... 45

Business Function Marketing Permissions .............................................................47 CRM_MKT_PERMISSION: Usability Enhancement for Marketing Permissions (New for SP03) . 47

Marketing ...................................................................................................................48

Business Function Campaign Wizard .....................................................................48 CRM_MKT_CPG_WIZARD: Business Function Campaign Wizard (New for SP03) .................... 48

Sales .........................................................................................................................49

Business Function OEM-Managed Inventory with CRM Sales Orders ...................49 CRM_SPM_2: Business Function OEM-Managed Inventory with CRM Sales Orders (New) ....... 49

CRM_SPM_2: Integration of Original Equipment Manufacturer (OEM)-Managed Inventory in Sales Orders .................................................................................................................................. 50

Business Function Deal Management ....................................................................51 CRM_PMM_1: Deal Management (Enhanced) ............................................................................. 51

Service ......................................................................................................................52

Business Function Advanced Returns Management ..............................................52 CRM_COMPL_ARM_1: Business Function Advanced Returns Management .............................. 52

Business Function Service Management 1.............................................................54 CRM_SRV_1: Business Function Service Management 1 (New for SP02) .................................. 54

Business Function Service Request Enhancements ..............................................55 CRM_ITSM: Business Function Service Request Enhancements (New for SP06) ...................... 55

CRM_ITSM: Checklist (Enhanced) ................................................................................................ 60

CRM_ITSM: Rule Modeler (Enhanced) ......................................................................................... 62

CRM_ITSM: BAdI for Partner Determination (New) ...................................................................... 63

CRM_ITSM: Organizational Assignment in Service Requests (Enhanced) .................................. 64

Business Function Notification Framework and E-Mail ...........................................67 CRM_ITSM_ALERTS: Business Function Notification Framework and E-Mail (New for SP06) ... 67

Business Function Management of Processing Times ...........................................68 CRM_ITSM_PROCESS_TIME_MGMT: Business Function Management of Processing Times (New for SP06) ............................................................................................................................... 68

Business Function Bulletin Board ...........................................................................69 CRM_ITSM_BULLETINS: Business Function Bulletin Board (New for SP06) .............................. 69

Business Function Service Request Fact Sheet .....................................................70 CRM_ITSM_FS: Business Function Service Request Fact Sheet (New for SP06) ...................... 70

Business Function Content and Text Management ................................................71 CRM_ITSM_COM: Business Function Content and Text Management (New for SP06) .............. 71

CRM_ITSM_COM: Visibility of Attachments (New) ....................................................................... 73

CRM_ITSM_COM: Text Management Objects in Web Services (Enhanced) ............................... 74

Multichannel Integration ............................................................................................75

Business Function Retail Master Data Integration ..................................................75

CRM_ISR_INTEG: Business Function Retail Master Data Integration (New for SP03) ................ 75

Business Function SAP Web Channel Experience Management 3.0 for SAP CRM ...............................................................................................................................78

CRM_WEB_CHANNEL_3: SAP Web Channel Experience Management 3.0 for SAP CRM (New) ........................................................................................................................................................ 78

Interaction Center ......................................................................................................79

Business Function HCM, Shared Services Interaction Center CRM ......................79 CRM_SSC_EIC_1: HCM, Shared Services Interaction Center CRM ............................................ 79

Business Function IC Inbox Extensions and Acceleration ......................................80 CRM_IC_INBOX_ACC: Business Function IC Inbox Extensions and Acceleration (New for SP06) ........................................................................................................................................................ 80

Business Function IC Inbox Extensions .................................................................83 CRM_IC_INBOX: Business Function IC Inbox Extensions (New for SP06) .................................. 83

CRM_IC_INBOX: Search (Enhanced) ........................................................................................... 84

CRM_IC_INBOX: Result List (Enhanced) ...................................................................................... 86

Analytics ....................................................................................................................90

Business Function Performance Improvement of CRM Data Extraction ................90 CRM_ANA_NDS: Performance Improvement of CRM Data Extraction (New) .............................. 90

Business Function Segmentation of BW Data with BW Accelerator .......................91 CRM_MKT_SEG_BWA: Business Function Segmentation of BW Data with BW Accelerator (New) ........................................................................................................................................................ 91

Business Function Interactive Reporting: Report Area for Sales Agreement..........93 CRM_ANA_SLSAGR: Interactive Reporting: Report Area for Sales Agreement (New for SP05) 93

Business Function Interactive Reporting Based on SAP HANA VDM ....................94 CRM_ANA_VDM: Interactive Reporting Based on SAP HANA VDM (New for SP05) .................. 94

Country-Specific Functions ........................................................................................96

Business Function Golden Tax China ....................................................................96 CRM_LOC_CN_1: Golden Tax China (New for SP08) .................................................................. 96

SAP CRM for Industries: Contract Accounts Receivable and Payable ......................97

Business Function FCC and Dispute Management for Contract AR/AP .................97 CRM_FCA_1: Business Function FCC and Dispute Management for Contract AR/AP ................ 97

CRM_FCA_1: Installment Plans in Financial Customer Care (New) ............................................. 99

CRM_FCA_1: Promises to Pay in Financial Customer Care (New) ............................................ 100

CRM_FCA_1: Displaying Bill Detail Records (New) .................................................................... 101

CRM_FCA_1: Displaying Billing Documents (New) ..................................................................... 102

CRM_FCA_1: Collective Bill Business Agreement (New) ........................................................... 103

CRM_FCA_1: Fact Sheet (Enhanced) ......................................................................................... 104

CRM_FCA_1: BUAG in Disputes and Adjustment Requests (Enhanced) ................................... 105

CRM_FCA_1: Replication of Dispute Data to ERP (Enhanced) .................................................. 106

SAP CRM for Industries: Financial Services ............................................................107

Business Function Continuous Improvements for FCC, Termination Quote, FSL, Performance (Reversible) .....................................................................................107

CRM_FS_CI_1: Business Function Improvements for FCC, Termination Quotation, FSL, and Performance (New) ...................................................................................................................... 107

Business Function Tax Compliance .....................................................................109 CA_FSBP_TAX_C: Business Function Tax Compliance (New for SP05) ................................... 109

CA_FSBP_TAX_C: Assignment Block Tax Compliance (New for SP05) .................................... 111

DataSources for Tax Compliance (New) ...................................................................................... 112

SAP CRM for Industries: Public Sector ...................................................................113

Business Function Social Services, 2011 .............................................................113 CRM_IPS_4S_3: Business Function Social Services, 2011 ........................................................ 113

CRM_IPS_4S_3: Financial Customer Care Integration (New) .................................................... 114

CRM_IPS_4S_3: Overviews for Planned Payments (New) ......................................................... 115

CRM_IPS_4S_3: Function "Net Display" in SSP and SDP (Deleted) ......................................... 116

CRM_IPS_4S_3: Adapter for Accounting Systems (New) ........................................................... 117

CRM_IPS_4S_3: Item Proposal Strategy (Changed) .................................................................. 118

CRM_IPS_4S_3: Eligibility Check (Deleted) ................................................................................ 119

CRM_IPS_4S_3: Eligibility Determination (New) ......................................................................... 120

CRM_IPS_4S_3: Social Service Plan (Changed) ........................................................................ 121

CRM_IPS_4S_3: Decision Flow (New) ........................................................................................ 123

CRM_IPS_4S_3: Successor Processing Customer Exit Enhanced (Changed for SP07) ........... 124

CRM_IPS_4S_3: New Partner Fields in IPS Customer Exits (Changed for SP07) ..................... 125

SAP CRM for Industries: Telecommunications ........................................................126

Business Function Integration of SAP CC and SAP CI with the Provider Order ...126 CRM_PROVORDERINT_1: Business Function Integration of SAP CC and SAP CI with the Provider Order (New) ................................................................................................................... 126

CRM_PROVORDERINT_1: CCM and Charge (Refill) Plan Assignment (New) .......................... 128

CRM_PROVORDERINT_1: Product Replication to FI-CA (New) ............................................... 129

CRM_PROVORDERINT_1: Price Conditions for Distribution to SAP CC (New) ........................ 130

CRM_PROVORDERINT_1: Price Version in Pricing of CC-Products (New) .............................. 131

CRM_PROVORDERINT_1: Cancellation of Options (New) ........................................................ 132

CRM_PROVORDERINT_1: Creation and Identification of Corporate Accounts in Interaction Center for Telecommunications (New) ......................................................................................... 133

CRM_PROVORDERINT_1: Telco: IC Agent Master Role TELCO_IC (New) ............................. 134

CRM_PROVORDERINT_1: Business Agreement in Payment Data Views (New) ...................... 135

CRM_PROVORDERINT_1: Business Agreement Details in Provider Order (New) ................... 136

CRM_PROVORDERINT_1: Payment Groups for Order Capturing (New) .................................. 137

CRM_PROVORDERINT_1: Prepaid Handling in Sales and Ord. Mgmt. in IC (New) ................. 138

CRM_PROVORDERINT_1: Reversal of One-Off Charges (Enhanced) ..................................... 140

CRM_PROVORDERINT_1: Replication of Provider Contract Data to SAP Convergent Charging (New) ............................................................................................................................................ 141

CRM_PROVORDERINT_1: Billing Cycle and Determination Rules (New) ................................. 142

CRM_PROVORDERINT_1: Customizing for Dispute Management (Enhanced) ........................ 143

CRM_PROVORDERINT_1: Replication of Dispute Data to ERP (Enhanced) ............................ 146

SAP CRM for Industries: Utilities .............................................................................147

Business Function Utilities Energy Retailer 2 .......................................................147 CRM_UT_ER_2: Business Function Utilities Energy Retailer 2 .................................................. 147

CRM_UT_ER_2: Enhanced Product Proposal in the Interaction Center (New) .......................... 149

CRM_UT_ER_2: Collective Bill Business Agreement ................................................................. 151

CRM_UT_ER_2: Utilities Check Cockpit ..................................................................................... 152

CRM_UT_ER_2: Enhanced Identification .................................................................................... 153

CRM_UT_ER_2: UI for Creation of Service Notifications and Orders ......................................... 154

CRM_UT_ER_2: Process Framework Check Repository ............................................................ 155

CRM_UT_ER_2 Utilities Data Import Tool (New) ........................................................................ 156

Business Function Utilities Quantity Determination ..............................................157 CRM_UT_QD_2: Utilities Quantity Determination ....................................................................... 157

Business Function Demand Side Management ....................................................158 CRM_UT_DSM_1: Business Function Demand Side Management (New) ................................. 158

Business Function Utilities, Maximum Number of Hits in Interaction Center ........161 CRM_UT_IC_MAX_HITS: Utilities, Maximum Number of Hits in Interaction Center (New for SP06) ...................................................................................................................................................... 161

Business Function Utilities, Bill Correction ............................................................162 CRM_UT_BILL_CORR: Business Function Utilities, Bill Correction (New for SP06) .................. 162

Business Function Interaction Record Improved Search ......................................163 CRM_UT_CC_IREC_SCH: Interaction Record Improved Search (New for SP07) ..................... 163

Business Function Utilities, Meter Reading in Contract Management ..................164 CRM_UT_MR_VAL:Business Function Utilities, Meter Reading in Contract Management (New for SP07)............................................................................................................................................ 164

Business Function Interaction Record Quick View in Account Overview ..............165 CRM_UT_CC_IREC_QV2: Interaction Record Quick View in Account Overview (New for SP07) ...................................................................................................................................................... 165

Business Function Interaction Records Quick View in Identification .....................166 CRM_UT_CC_IREC_QV1: Interaction Records Quick View in Identification (New for SP07) .... 166

SAP CRM for Industries: Healthcare .......................................................................167

Business Function SAP CRM and Patient Management Integration ....................167 CRM_ISH_PM_1: Business Function SAP CRM and Patient Management Integration (New for SP05)............................................................................................................................................ 167

Business Function-Independent Features ...............................................................168

Master Data ..........................................................................................................168 Price Calculation Details (New) .................................................................................................... 168

Business Partner: Search Option Personalization and Sorting of Fuzzy Search Results List (New for SP07) ...................................................................................................................................... 169

Duplicate Check for Quick Create (New for SP07) ...................................................................... 170

Basic Functions ....................................................................................................171 Performance of Item List Processing (Enhanced) ....................................................................... 171

Product Configurator Processing (Enhanced) ............................................................................. 172

Tax Calculation on Item Level (Enhanced) .................................................................................. 173

Parallel Processing for Price Lists (New for SP02) ...................................................................... 174

Multilevel Categorization (Changed for SP05) ............................................................................. 175

Creating Microsoft Word Templates (Enhanced for SP06) .......................................................... 176

Account ID in Appointments (New for SP07) ............................................................................... 177

Attachments Assignment Block (New for SP07) .......................................................................... 178

Account ID Filter for Custom Attributes (Enhanced for SP07) ..................................................... 179

Marketing ..............................................................................................................180 Create Target Group from Account and Contact Search (New for SP03) ................................... 180

Sales ....................................................................................................................181 Reason for Status for Sales Orders and Quotations (New) ......................................................... 181

Billing Plan Assignment Block on the WebClient UI (Enhanced for SP02) .................................. 182

ERP Documents for Activities and the WebClient UI (Enhanced for SP02) ................................ 183

Billing Plans for ERP Sales Documents in SAP CRM (New for SP02) ........................................ 184

Asynchronous Update for ERP Sales Documents (New for SP03) ............................................. 185

Alternative Items for ERP Quotations in SAP CRM (New for SP04) ........................................... 186

Payment Cards in ERP Sales Orders (New for SP06) ................................................................ 187

Attachments to ERP Sales Documents (New for SP06) .............................................................. 188

Product Entry (Enhanced for SP06) ............................................................................................. 189

Copy of Attachments from Activity Templates to Activities (New for SP08) ................................ 190

Interaction Center .................................................................................................191 Usability Improvement of IC Agent Work Mode (Enhanced for SP02) ........................................ 191

DTMF Pad (New for SP02) .......................................................................................................... 192

Interaction Center Agent Dashboard (Enhanced for SP02) ......................................................... 193

Options for Displaying HTML Mail (Changed for SP02) .............................................................. 194

Integration of Microsoft Office into Interaction Center (Changed for SP04) ................................ 195

Shared Memory Manager for Multilevel Categorization (New for SP05) ..................................... 196

Agent Inbox: Usability (Enhanced for SP06) ................................................................................ 197

Filter for Standard Response Texts (New for SP06) .................................................................... 199

The “From” Field in E-Mails (Enhanced for SP07) ....................................................................... 200

Virus Scan Profile for ICI Mail (New for SP09) ............................................................................ 201

Analytics ...............................................................................................................202 DataSource Documentation (Changed for SP05) ........................................................................ 202

Notices of Discontinuation

Mobile Sales and Service for Handheld Devices (Advance Notice of Discontinuation with SP09)

Use

As of the following releases, the mobile sales and service functions for handheld devices are no longer actively released due to lack of demand:

SAP enhancement package 3 for SAP CRM 7.0

SAP enhancement package 2 (SP09) for SAP CRM 7.0


SAP CRM 7.0 (SP14)

SAP CRM 2007 (SP14)

SAP CRM 5.0 (SP23)

Accordingly, the following business scenarios in SAP Solution Manager are obsolete:

Field Account and Contact Management with CRM Mobile Sales for Handheld

Field Activity Management with Mobile Sales for Handheld

Field Quotation and Order Management with CRM Mobile Sales for Handheld

Field Sales with CRM Mobile Sales Online

SAP anticipates that the functions will be fully discontinued in 2015. In case of queries in regard to this discontinuation, please create a customer message in the SAP Support Portal. Consider also SAP's current offering of mobile apps for use with SAP CRM.

Citrix Operation of Mobile Sales and Service for Laptop (Advance Notice of Discontinuation with SP09)

Use

As of the following releases, the option to run mobile sales and service functions for laptops on Citrix is no longer actively released due to lack of demand:




SAP CRM 7.0 (SP14)

SAP CRM 2007 (SP14)

SAP CRM 5.0 (SP23)

SAP anticipates that the functions will be fully discontinued in 2015. In case of queries in regard to this discontinuation, please create a customer message in the SAP Support Portal.

Selling via eBay (Advance Notice of Discontinuation with SP09)

Use

As of the following releases, the functions for selling via eBay are no longer actively released due to lack of demand:




SAP CRM 7.0 (SP14)

SAP CRM 2007 (SP14)

SAP CRM 5.0 (SP23)

Accordingly, the business scenario Web Auctions: Selling via eBay in CRM in SAP Solution Manager is obsolete.


SAP for Telecommunications: Sales and Order Management for Web Channel (Advance Notice of Discontinuation with SP09)

Use

As of SAP enhancement package 3 for SAP CRM 7.0, functions specific to order and contract processing using the Web shop application in SAP for Telecommunications are no longer actively released due to lack of demand. Accordingly, the business scenario Sales and Order Management in Web Channel in the context of SAP for Telecommunications in SAP Solution Manager is obsolete.

This applies as of the following releases:




SAP CRM 7.0 (SP14)

SAP CRM 2007 (SP14)

SAP CRM 5.0 (SP23)


SAP for Telecommunications: Sales and Order Management for Dealer Channel (Advance Notice of Discontinuation with SP09)

Use

As of SAP enhancement package 3 for SAP CRM 7.0, functions specific to order and contract processing in the dealer application in SAP for Telecommunications are no longer actively released due to lack of demand. Accordingly, the business scenario Sales and Order Management in Dealer Channel in the context of SAP for Telecommunications in SAP Solution Manager is obsolete.

This applies as of the following releases:




SAP CRM 7.0 (SP14)

SAP CRM 2007 (SP14)

SAP CRM 5.0 (SP23)


Legal Changes

Business Function Single Euro Payments Area (SEPA)

CRM_SEPA_1: Business Function Single Euro Payments Area (SEPA) Mandates (New for SP08)

Use

The business function Single Euro Payments Area (SEPA) Mandates (CRM_SEPA_1) is available as of the following releases:




You can use this business function to enable payment by direct debit using the Single Euro Payments Area (SEPA) standard. The business function enables you to enter SEPA mandates in SAP CRM. These mandates are required by the SEPA initiative to harmonize payments in the European Union.

For more information, see the following release notes:

CRM_SEPA_1: Integration of SEPA Mandates in Business Partner (New)

CRM_SEPA_1: SEPA Direct Debits for CRM Business Transactions (New)

CRM_SEPA_1: SEPA Direct Debits for ERP Sales Documents (New)

CRM_SEPA_1: SEPA Mandates in the Financial Customer Care Application (New)

See also

SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core -> <choose release> -> Application Help -> Business Functions for SAP Customer Relationship Management -> Master Data -> Single Euro Payments Area (SEPA) Mandates.

CRM_SEPA_1: Integration of SEPA Mandates in Business Partner (New for SP08)

Use

As of the following releases, business function Single Euro Payments Area (SEPA) Mandates (CRM_SEPA_1), you can enter SEPA mandates in SAP CRM and exchange them with SAP ERP:




SEPA mandates are authorizations issued by the business partner (as debtor) for payment to be collected by you (as creditor) in the form of a direct debit. Such authorizations are required by the SEPA (Single European Payment Area) initiative to harmonize payments in the EU.

SEPA mandates can be exchanged between SAP CRM and the following SAP ERP components:

Contract Accounts Receivable and Payable (FI-CA)

Accounts Receivable (FI-AR)

Note: You can only create mandates in SAP CRM if you have integration with one of the above components.

Business users can enter mandates in the following places:

On the Accounts page in SAP CRM, in the Bank Details assignment block (per bank account)

Mandate forms can also be printed.

In the Financial Customer Care application (in master data and business agreements)

When they are saved, mandates are transferred automatically between SAP CRM and SAP ERP with the business partners to which they are assigned (CRM business partners are equivalent to customers in FI-AR).

You can transfer SEPA mandates from SAP ERP to SAP CRM, for example, if you implement SEPA in SAP CRM after you have already started using it in SAP ERP.

Effects on Customizing

You need to make settings in Customizing for Customer Relationship Management, under Master Data -> Business Partner -> Make Settings for SEPA Mandates.

See also

Release note CRM_SEPA_1: Business Function Single Euro Payments Area (SEPA) Mandates (New)

SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core -> <choose release> -> Application Help -> Master Data -> Business Partners -> Functions -> Bank and Tax Data -> SEPA Mandates.

CRM_SEPA_1: SEPA Direct Debits for CRM Business Transactions (New for SP08)

Use

As of the following releases, business function Single Euro Payments Area (SEPA) Mandates (CRM_SEPA_1), you can enable SEPA direct debit payments using the Single Euro Payments Area (SEPA) standard:




Effects on System Administration

To view the ID and status of the SEPA mandate, you must use the UI Configuration Tool to enhance the layout. Both fields are hidden in the standard UI configuration. Therefore, you must choose to display the fields for both headers and items for component BTPAYMENT for the following views:

BTPAYMENT/HeaderPayment

BTPAYMENT/ItemPayment


You must enable SEPA direct debit for sales and distribution in SAP ERP. For more information, see SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/erp -> <choose release> -> Application Help -> SAP ERP Central Component -> Logistics -> Sales and Distribution (SD) -> Credit and Risk Management (SD-BF-CM) -> SEPA Direct Debit in SD.

You must enable SEPA mandates in SAP CRM. For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> <choose release> -> Application Help -> Master Data -> Business Partners -> Data -> Bank and Tax Data -> SEPA Mandates.

The Customizing settings for defining both terms of payment and payment method for SEPA direct debit must be the same in SAP CRM and SAP ERP. You transfer Customizing settings from SAP ERP to SAP CRM on the SAP Easy Access screen under Architecture and Technology -> Middleware -> Data Exchange -> Initial Load. If you do not transfer Customizing settings, then you must make the following settings:

- You choose SEPA direct debit as the payment method in SAP CRM under Customer Relationship Management -> Master Data -> Business Partner -> Define Attributes -> Define Terms of Payment.

- You make the setting to require mandates for SEPA direct debit in SAP CRM under Customer Relationship Management -> Master Data -> Business Partner -> Business Agreement -> Define Parameters for Business Agreement -> Define Payment Methods.

If you want CRM Billing to support the SEPA standard, you must activate the Support for

Single Euro Payments Area feature of CRM Billing (CRMB) in Customizing for SAP CRM under Customer Relationship Management -> Billing -> Configure Application.

If you want the system to print IDs for SEPA mandates on invoices, you must create a custom smart form. For information about an example implementation of a smart form, see SAP Note 1830674.

If you want the system to warn you when mandates are not entered for business transactions, you must make settings for the incompleteness check in Customizing for SAP CRM under Customer Relationship Management -> Transactions -> Basic Settings ->

Incompleteness Check -> Define Incompleteness Procedures.

See also

Release note CRM_SEPA_1: Business Function Single Euro Payments Area (SEPA) Mandates (New)

SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core -> <choose release> -> Application Help -> Basic Functions -> SEPA Direct Debits.

CRM_SEPA_1: SEPA Direct Debits for ERP Sales Documents (New for SP08)

Use

As of the following releases, business function Single Euro Payments Area (SEPA) Mandates (CRM_SEPA_1), you can enable the use of SEPA direct debit payments using the Single Euro Payments Area (SEPA) standard for supported ERP sales documents (that is, sales orders , quotations, and quantity contracts) in SAP CRM:




For more information about creating ERP sales documents in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> <choose release> -> Application Help -> Sales -> Sales Quotation and Order Management -> Sales Transactions -> Entry of ERP Sales Documents in SAP CRM.


To view the ID and status of the SEPA mandate, you must use the UI Configuration Tool to enhance the layout. Both fields are hidden in the standard UI configuration. Therefore, you must choose to display the fields for both headers and items for component ERP_BILLING for the following views:

ERP_BILLING/Header

ERP_BILLING/Item


You must enable SEPA direct debit for sales and distribution in SAP ERP. For more information, see SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/erp -> <choose release> -> Application Help -> SAP ERP Central Component -> Logistics -> Sales and Distribution (SD) -> Credit and Risk Management (SD-BF-CM) -> SEPA Direct Debit in SD.

You must enable SEPA mandates in SAP CRM. For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> <choose release> -> Application Help -> Master Data -> Business Partners -> Data -> Bank and Tax Data -> SEPA Mandates.

If want to use SAP ERP for invoicing, you must make settings as follows:

- To use Accounts Receivable (FI-AR) in SAP ERP, you must make the appropriate settings in SAP ERP. For more information, see SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/erp -> <choose release> -> Application Help -> SAP ERP Central Component -> Accounting -> Financial Accounting (FI) -> Accounts Receivable (FI-AR).

- To use Contract Accounts Receivable and Payable (FI-CA) in SAP ERP, you must setup a unique business agreement (called a contract account number in SAP ERP) for the supported ERP sales documents. For more information about FI-CA, see SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/erp -> <choose release> -> Application Help -> Industries in SAP ERP -> Contract Accounts Receivable and Payable (FI-CA).

If you want the system to warn you when mandates are not entered for business transactions, you must make settings for the incompleteness check in Customizing for SAP ERP under Sales and Distribution -> Basic Functions -> SEPA.

See also

Release note CRM_SEPA_1: Business Function Single Euro Payments Area (SEPA)

Mandates (New)

SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core -> <choose release> -> Application Help -> Basic Functions -> SEPA Direct Debits.

CRM_SEPA_1: SEPA Mandates in the Financial Customer Care Application (New for SP08)

Use

As of the following releases, business function Single Euro Payments Area (SEPA) Mandates (CRM_SEPA_1), you can assign SEPA mandates to business agreements in SAP CRM and transfer this reference to SAP ERP:


SAP enhancement package 2 for SAP CRM 7.0 (SP08)

SAP enhancement package 1 for SAP CRM 7.0 (SP11)

Several list views for SEPA mandates are also available (for example, during payment data maintenance) to show the user which mandates exist/are available in different situations for a specific business partner/bank account.

This inclusion of SEPA mandates is available in the Interaction Center and for business users in C&I.

Users can view, create and assign SEPA mandates as follows in SAP CRM:

On the Business Agreement overview page

During payment maintenance - Mandate forms can also be printed.

When they are saved, mandate references are transferred automatically between SAP CRM and SAP ERP.

As of SAP enhancement package 3 for SAP CRM 7.0, business function Single Euro Payments Area (SEPA) Mandate (CRM_SEPA_1) you can also assign SEPA mandates to the following objects:

Objects of Financial Customer Care (like Installment Plan, Promise to Pay and Payment Specifications)

Prepaid accounts (when using Provider Contract Management)

Contracts in SAP for Public Sector

Using this assignment, you can define for each single object which SEPA mandate is to be used for payment processes. If you decide to use only one SEPA mandate for a business partner and IBAN, for example, such an assignment is not mandatory.


You define that particular payment methods require a SEPA Mandate in Customizing for Customer Relationship Management under Master Data -> Business Partner -> Business Agreement -> Define Parameters for Business Agreement -> Define Payment Methods. Based on this setting, the system checks if a suitable SEPA Mandate exist for the corresponding business partner and the IBAN of the bank details used in the business transaction.

See also

Release note CRM_SEPA_1: Business Function Single Euro Payments Area (SEPA) Mandates

SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core -> <choose release> -> Application Help -> Master Data -> Business Partners -> Functions -> Bank and Tax Data -> SEPA Mandates.

WebClient UI Framework

Business Function WebClient UI Framework Documentation

UI_FRW_2_DOCU: Business Function WebClient UI Framework Documentation (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function WebClient UI Framework Documentation (UI_FRW_2_DOCU) is available.


UI_FRW_2_DOCU: Creation of Reference Design Objects (New)

UI_FRW_2_DOCU: Application Enhancement Tool (Enhanced)

UI_FRW_2_DOCU: Field Label Analysis (New)

The Enterprise Procurement Model (EPM), a reference application provided by SAP NetWeaver, is implemented in the WebClient UI. You can use it as an example to implement customer-defined applications. For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework -> Example: Enterprise Procurement Model.

In addition, the following user interface (UI) functions are available:

Custom filter for tables

You can select an operator and enter a value in the input field(s). The operators that are shown depend on the data type of the column.

Tab order

You can globally disable value help from the tab order. When you tab through elements on the UI, you can skip value helps. You can enable this by choosing Personalization -> Personalize Settings -> Tab Order Definition Mode and selecting the Globally disable value help from tab sequence checkbox. This helps to reduce the amount of tabbing required to reach a certain field.

Tab order in tables

In the table personalization, you can define the tab order for the columns of a table. Once the sequence is completed, the focus jumps to the next row to repeat the same sequence on that row. You can choose to skip columns.

Keyboard navigation in tables

By pressing ALT + DOWN ARROW, you can focus the first editable cell in the next row of a table.

Note

The functions belonging to the business function WebClient UI Framework Documentation (UI_FRW_2_DOCU) are immediately available when you install SAP enhancement package 2 for SAP CRM 7.0, without activating the business function. However, you have to activate the business function in order to access the documentation for these functions in your SAP Library installation.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> WebClient UI Framework Documentation

UI_FRW_2_DOCU: Creation of Reference Design Objects (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function WebClient UI Framework Documentation (UI_FRW_2_DOCU), you can create your own reference design objects. To do this, you can copy SAP reference design objects and adapt them according to your business needs or you can create reference design objects from scratch. Design objects that are based on this reference design object inherit the design from the reference design object. You can override these settings in the design objects.

You can also create generic UI object types to define reference design objects. By using reference design objects, you can provide design information in a single place and reuse it in several design objects. Less redundant data is stored and you can make changes more easily.


You make the Customizing settings for this function in Customizing for UI Framework under Design Layer -> Reference Design Objects.

See also

Release note UI_FRW_2_DOCU: Business Function WebClient UI Framework Documentation

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework -> Design Layer -> Design Layer Customizing

UI_FRW_2_DOCU: Application Enhancement Tool (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function WebClient UI Framework Documentation (UI_FRW_2_DOCU), you can use the following new functions of the Application Enhancement Tool:

Calculated fields: You can create calculated fields in table enhancements.

The new field type Long Text with sub-type Text Area is available for table enhancements and for rapid applications. This field type allows you to enter text of up to 1333 characters. The new sub-type renders the field as a text area instead of an input field. This happens if the field is shown in a form view and not in a table. Therefore, you can use it in table enhancements with 1:1 cardinality or for rapid applications if there is a form view for the table.

See also


SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework -> Application Enhancement Tool

UI_FRW_2_DOCU: Field Label Analysis (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function WebClient UI Framework Documentation (UI_FRW_2_DOCU), you can use the field label analysis to determine the layers in which the field labels exist and the field label text that is available in each layer. You can get an overview of all fields of the selected UI components and the origin of different labels. In addition, you can delete field labels in specific layers, and you can navigate to the design layer Customizing.

See also


SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework -> Field Label Analysis

Basic Functions and Performance

Business Function Performance and Business Transaction Item Processing

CRM_PERFORMANCE_2: Business Function Performance and Business Transaction Item Processing (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Performance and Business Transaction Item Processing (CRM_PERFORMANCE_2) is available. This business function enhances performance when working at the item level in certain business transactions and when searching for business partners.

This business function includes the following features:

Fast row selection

You can select rows in the item list quickly, without triggering a roundtrip to the backend system, when using the following business transactions:

- Sales order

- Service order

- Sales quotation

- Service order quotation

- Package quotation Note: Fast row selection is not supported when displaying All Items (Hierarchy) or All Items in the Items assignment block of package quotations.

- Sales contract

- Service contract

- Service contract quotation

- Service confirmation

- Opportunity

Fast row creation

You can quickly create new rows at the end of an item list using an Insert button or, if you are entering data in the last cell of the last row of a table, using the Tab key. This feature makes use of an accelerated roundtrip to the backend system that improves performance.

Fast row creation is available in the following business transactions:

- Sales order

- Service order

- Sales quotation


- Package quotation

- Service contract



- Opportunity

Performance-enhanced business partner search

A new type of business partner search is available that improves performance when searching for business partners using a combination of search criteria in the name and address fields.

If you have made extensions to your business partner data model by adding your own custom fields, you can also add the extended fields to the new table.

Asynchronous value fetch for products

When you enter products in an item list, asynchronous value fetch improves performance by triggering an asynchronous call to display a preview without using a roundtrip to the backend system. When you move from the Product ID field to the Quantity field after entering a product ID, an asynchronous call retrieves and displays the product description and the unit of measure as a preview. In the meantime, you can still enter the desired product quantity. This results in faster processing time and also allows you to quickly see a preview of the product description and unit of measure so that you can verify the product you have entered.

Additionally, an available-to-promise (ATP) check preview is available when using sales items in sales orders and sales quotations and sales items and service part items in service orders and service order quotations. When creating large orders, you can quickly see whether or not the entered quantity is likely to be available. Once a quantity has been entered, the availability information is called from the SAP ERP system to check whether the desired quantity is available. A status icon displays the status of the ATP check. This status is only a preview; the final status of the ATP check is displayed once the business transaction is saved and a roundtrip is performed.

Asynchronous value fetch is available for the following business transactions:

- Sales order

- ERP sales order

- Service order

- Sales quotation


- Package quotation

- Sales contract

- Service contract


- Opportunity


Fast group condition processing

This feature enables business users to process faster large business transactions. In fast group condition processing, the pricing engine identifies which items require recalculation during value-dependent group processing. This is in contrast to the current classic mode, in which the pricing engine recalculates all items during value-dependent group processing. Removing these unnecessary recalculations results in improved system performance. For more information, see the release note Fast Group Condition Processing.

Status indicator for ERP order pricing details (item level)

This feature enables users to see at a glance the status of condition types - red, yellow, or green. The tool tip for the status yellow or red details the reason for the status, such as Inactive Due to Manual Entry or, Condition Exclusion Header or Inactive at Header Level.

Effects on Existing Data

Changes to existing data have been made for the performance-enhanced business partner search. A new database table has been created that combines commonly-used search criteria from two existing tables. The new database table includes, for example, the following fields that can be used as search criteria:

Last name

First name

City

Birth date

Business partner category

Postal code

Street

Country

Region

Free text search term

You can now use the BPADRSEARCH_FILL report to activate the search criteria and fill the new database table with the relevant data for all business partners. If necessary, you can also use the BPADRSEARCH_DEL report to delete the index that has been created by the BPADRSEARCH_FILL report. If you have made extensions to your business partner data model by adding your own custom fields, you can also add the extended fields to the new table.


You can now make settings for the ATP check that is performed during asynchronous value fetch in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Business Add-Ins -> BAdI: ATP Check for Asynchronous Value Fetch.

CRM_PERFORMANCE_2: Fast Group Condition Processing (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Performance and Business Transaction Item Processing (CRM_PERFORMANCE_2), this feature enables business users to process faster large business transactions. In fast group condition processing, the pricing engine identifies which items require recalculation during value-dependent group condition processing and recalculates only those items.

This is contrast to the current, classic mode in which the pricing engine recalculates all contributing items during value-dependent group condition processing without determining whether or not recalculation is required. In fast group condition processing, the pricing engine differentiates between contributing items that require recalculation during value-dependent group condition processing and those that do not. Consequently fast group condition processing still guarantees consistent calculation, whilst avoiding unnecessary recalculations and improving system performance.

You can enable fast group condition processing for pricing procedures that include value-dependent group conditions or use your own BAdI implementation to restrict fast group condition processing to pricing procedures with certain attributes such as a specific transaction type.

To use this feature, you might need to modify the BAdI that enables evaluation of new Customizing activity (see "Effects on Customizing")

For more detailed information on implementation considerations, see SAP Note 1487240.


You make the Customizing settings for this function in Customizing for Customer Relationship Management -> Basic Functions -> Pricing -> Pricing in the Business Transaction -> Performance-Optimized Condition Processing and Pricing -> Enable Fast Group Condition Processing.

Enabling Evaluation of New Customizing Activity (Required)

The standard BAdI implementation BAdI PRC_PRICING_INIT_CRM enables the evaluation of the new Customizing activity. If you do not use this standard BAdI implementation, proceed as follows:

Copy the code to your own BAdI, using the following:

BAdI Name: PRC_PRICING_INIT

Implementation Name: PRC_PRICING_INIT_CRM

Implementation Class: CL_IM_PRC_PRICING_INIT_CRM, method GET_PRICING_PARAMETERS (Determines Controlling Partner for Pricing Call)

Restricting Fast Group Condition Processing (Optional)

To restrict the use of fast group condition processing to pricing procedures of a specific business object type, or transaction type, create your own BAdI implementation from BAdI PRC_PRICING_INIT.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Basic Functions -> Pricing -> Fast Group Condition Processing

Business Function Filter for Workflow Inbox

CRM_WFI_FILTER_1: Business Function Filter for Workflow Inbox

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Filter for Workflow Inbox (CRM_WFI_FILTER_1) is available.


In the worklist:

- In the workflow inbox, search criteria are available for the workflow tasks. Note: If you search using the search criterion Due Date, the search result list is automatically sorted by due date, and this can no longer be changed.

- Using the new field Maximum Number of Results, you can limit the number of results displayed. Note: In the background, the system loads all data records from the database, but only displays a subset of these in the WebClient UI.

- Using the new field Save Search As, you can save your search.

On the page Home, in the screen area Workflow Tasks, there is a new link called More than 5 workflow tasks found, using which you go to the Workflow Tasks assignment block of the Worklist.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Filter for Workflow Inbox.

Business Function Reduction of Implementation Time

CRM_TCI_1: Business Function Reduction of Implementation Time (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Reduction of Implementation Time (CRM_TCI_1) is available. This business function contains various features that allow you to reduce the total cost of implementation and go live more quickly. It also contains a usability improvement for business partner editing.


Additional copy function for transaction types

In addition to copying the standard Customizing settings, you can now copy related table entries from one transaction type to another. This allows for a more complete copy of the transaction type settings. In Customizing, you can select a source transaction type and a target transaction type, and then select the tables that will be used for the copy. The source and target transaction types must both be active and must be assigned the same business transaction category.

Consistency check for mandatory business partner and customer fields, in preparation for data exchange between SAP CRM and SAP ERP

You can avoid errors in data replication by running a check to detect discrepancies in the mandatory setting for business partner fields in SAP CRM and customer fields in SAP ERP. For more information, see the release note CRM_TCI_1: Consistency Check for Mandatory Fields in Business Partner/Customer Data (New).

Visual indication of role-dependent mandatory fields on the WebClient UI for accounts, contacts, and employees.

Mandatory fields that are defined per business partner role are marked as mandatory fields on the user interface. For more information, see the release note CRM_TCI_1: Visual Indication of Mandatory Fields on Business Partner UIs (New).


You can now define the tables considered when copying related table entries for transaction types in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Copying Transaction Types -> Define Tables for Transaction Type Copy.

You can now copy related table entries for transaction types in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Copying Transaction Types -> Copy Related Table Entries for Transaction Types.

CRM_TCI_1: Consistency Check for Mandatory Fields in Business Partner/Customer Data (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Reduction of Implementation Time (CRM_TCI_1), you can check for discrepancies in the mandatory setting for business partner fields in SAP CRM and customer fields in SAP ERP. You perform the check in preparation for data distribution between the applications, to ensure that the mandatory fields in both systems are identical. Discrepancies in the mandatory fields can cause the following problems:

In the case of a download from SAP ERP to SAP CRM, fields marked as mandatory in SAP CRM but not in SAP ERP do not trigger an error in data distribution, but can lead to problems when business users work with account data for which mandatory fields are empty.

In the case of an upload from SAP CRM to SAP ERP, fields marked as mandatory in SAP ERP but not in SAP CRM lead to errors in the data distribution.

You can find the check report in Customizing for Customer Relationship Management, under CRM Middleware and Related Components -> Compare Mandatory Fields for Business Partner/Customer Master.

For the combination of account group, classification, and business partner role, the report shows the following:

For upload from SAP CRM to SAP ERP: non-mandatory field groups in SAP CRM that are mapped to mandatory modification groups in SAP ERP

For download from SAP ERP to SAP CRM: non-mandatory modification groups in SAP ERP that are mapped to mandatory field groups in SAP CRM

Note: The report checks the mandatory field settings made per business partner role only (and not settings made per client, activity, or business partner type).

In SAP CRM, you can change the definition of mandatory fields in Customizing for Cross-Application Components, under SAP Business Partner -> Business Partner -> Basic Settings -> Field Groupings -> Configure Field Attributes per BP Role.

In SAP ERP, you can change the definition of mandatory fields in Customizing under Financial Accounting (New) -> Accounts Receivable and Accounts Payable -> Customer Accounts -> Master Data -> Preparations for Creating Customer Master Data -> Define Account Groups with Screen Layout (Customers). The corresponding transaction is OVT0.

See also

For more information about the report, see the documentation for the Customizing activity Compare Mandatory Fields for Business Partner/Customer Master.

CRM_TCI_1: Visual Indication of Mandatory Fields on Business Partner UIs (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Reduction of Implementation Time (CRM_TCI_1), mandatory fields are visually accented in the following WebClient UI applications:

Accounts

Contacts

Employees

In form-like blocks within the UI, mandatory fields are marked with an asterisk (*) and highlighted in light red. If a user does not make an entry in the mandatory field, the field is highlighted in dark red when the user saves or presses Enter.

In table-like blocks within the UI, only one entry is mandatory within a row. There is no visual indication that an entry is required within the row, however, a message appears if a business user leaves the field empty and saves.

Only mandatory fields defined for a business partner role are marked, that is mandatory fields defined in Customizing for Cross-Application Components, under SAP Business Partner -> Business Partner -> Basic Settings -> Field Groupings -> Configure Field Attributes per BP Role. Mandatory fields defined per client, activity, or business partner type are not marked.

Note:

If a field is defined as non-mandatory in the field grouping definition for a business partner role and is defined as mandatory in the UI configuration, the field is mandatory on the UI. However, fields defined as mandatory the field grouping definition for a business partner role and non-mandatory in the UI configuration are still mandatory on the UI.

When a business user saves entered data, the system only checks whether entries are made in all visible mandatory fields. Mandatory fields that do not appear on the UI are not checked.

Business Function Enlarged Text Area and Filters in Text Log

CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP02)

Use

The business function Enlarged Text Area and Filters in Text Log (CRM_TM_1) is available as of the following releases:



SAP CRM 7.0 SP11


New assignment block Text

You can display the new assignment block Text on the overview pages of the following business objects:

- Incident / Service Request

- Problem

- Request for Change

- Service Order

- Opportunity

- Account

- Campaign

- Knowledge Article Recommendation: For knowledge articles, hide the Language field in the Text assignment block as it already exists in the Details assignment block. This is the only place where you can select a different language.

Previously, you could enter texts in the Details assignment block, under Notes, for example. However, this text field is very small and does not provide enough features to manage texts. The new assignment block provides you with the following features:

- You can select by Text Type.

- You can change the display size of the text field.

- You can format the text.

- You can insert a standard text, a text as a reference, or variables.

Recommendation: If you display the new assignment block, we recommend that you use the configuration to hide the area where you can enter text in the Details assignment block on the overview page.

New assignment block Text Log

You can display the new assignment block Text Log on the overview pages of the business objects listed above.

However, the assignment block is only displayed once you have specified in Customizing that changed data can also be logged in the Text Log when you enter texts.

The new assignment block provides you with the following features:




Display the new assignment blocks and hide the area where you can enter texts in the Details assignment block on the overview page. For more information, see the how-to guide in SAP Note 1650347, section 4 Change Configuration.


You make the settings for this business function in Customizing for SAP Customer Relationship Management under Basic Functions -> Text Management in the following activities:

Define Text Format

Use this Customizing activity to switch on the text formatting option for specific text types you create in the Text assignment block of business objects. You can switch between plain text- and HTML editors.

Note: This Customizing activity is only available if the business function Infrastructure (CRM_INF_1) has been activated.

Define Text Determination Procedure To display the Text Log assignment block, see the following example:

a) Select a text object, for example CRM_ORDERH

b) Select a procedure, for example IT000001

c) Choose the dialog sub structure Definition of Procedure

d) Choose R - Display Log in the field Changes for example for the text type S005 - Log

Note: If you are using a text determination procedure in which the value R - Display Log is not available for any text type, the Text Log assignment block is not displayed. By selecting the value R - Display Log for a text type, you define this text type as a log.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm702 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Basic Functions and Performance -> Enlarged Text Area and Filters in Text Log.

SAP Note: 1628926

If you want to display the new assignment block for other business objects, see SAP Note 1650347.

Business Function Integration of SAP Jam with SAP CRM

CRM_SWI_1: Business Function Integration of SAP Jam with SAP CRM (New for SP03)

Use

The business function Integration of SAP Jam with SAP CRM (CRM_SWI_1) is available as of the following releases:



The business function Enable SAP StreamWork ABAP Integration (BC_SRV_STW_01) is a prerequisite for using this business function.

You can use this business function (CRM_SWI_1) from the following SAP CRM business objects (BO) to create groups and view feeds in SAP Jam:

Opportunities

Sales quotation

Accounts

To do so, the new assignment blocks SAP Jam Groups and SAP Jam Feeds are available to you in these BOs. The new assignment block SAP Jam Feeds is also available on the homepage.


When creating SAP Jam groups from SAP CRM, you can invite participants, define the privacy of the group, upload attachments that are assigned to the respective BO.

Once you have created a group, you can create the following additional items for the group in SAP CRM:

- Text items

- Files that are assigned to the respective BO as an attachment

- Files that you can upload from the file system

You can navigate to SAP Jam from the group you have created in SAP CRM.

You can subsequently assign existing SAP Jam groups that you have created or in which you are a participant to a BO.

The system displays feeds from SAP Jam as follows:

- In a BO, in the assignment block SAP Jam Feeds You can view feeds for groups that are assigned to this BO and in which you are a participant here.

- On the homepage, in the assignment block SAP Jam Feeds The assignment block summarizes the details about groups that you own or participate in and shows you feeds for persons that you follow. The assignment block shows all actions that have been performed in the groups to which you have access, enables you to monitor the progress of each group, without having to open each one individually to check for updates.

Note: The functions described above are available to you regardless of the business role that you use to log on to the system. The following roles are supported: Sales Professional, Service Professional, Marketing Professional and IT Service Professional.


You make the Customizing settings for this function in Customizing for Customer Relationship

Management under CRM Cross-Application Components -> SAP Jam Integration and in Customizing for SAPNetWeaver under Application-Specific Server Settings.

See also

SAP Library for SAP CRM on SAP Help Portal at HyperLink: URLA.HTTP://HELP.SAP.COM/crm702 http://help.sap.com/crm702 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Basic Functions and Performance -> Integration of SAP Jam with SAP CRM.

SAP Note 1670669 (Security Aspects of the ABAP Integration Library)

Release notes

- CRM_SWI_1: Integration of SAP Jam with SAP CRM (SP04)

- CRM_SWI_1: Integration of SAP Jam with SAP CRM (SP05)

- Integration of SAP Jam with SAP CRM (SP06)

CRM_SWI_1: Business Function Integration of SAP Jam with SAP CRM (Enhanced for SP04)

Use

With the business function Integration of SAP Jam with SAP CRM (CRM_SWI_1), new functions are available as of the following releases:



This business function includes the following additional features:

You can respond to feeds with the comment type and to microblogs.

You can post mircoblogs about yourself or a business object (BO), to update individuals who follow you or a BO.

You can configure the system so that when BOs are archived, the system checks whether SAP Jam groups have been assigned to them, and prevents archiving if this is the case.


You can prevent BOs, to which SAP Jam groups are assigned, being archived by activating the following implementations:

- Opportunities: Implementation: Check Archiving for Opportunities

- Quotations: Implementation: Check Archiving for Quotations

Note: If you access archived BO to which SAP StreamWork activities were assigned, the system no longer displays these SAP StreamWork activities here, because they have not been archived with these business objects.

Use transaction BUS7 to prevent accounts, to which SAP Jam groups are assigned, being archived. In the case of event ARCH1, in the sub dialog structure choose Event -> Function Modules. Enter X (Call) in the Call field for the function module CRM_SWI_BUPA_EVENT_ARCH1.

If you are already using SAP Jam Integration, note that after importing SP04, you need to make additional Customizing settings. For more information, see the SAP StreamWork ABAP Integration – Configuration Guide in unit 4.1 Customizing Delivered by SAP.

See also

Release note CRM_SWI_1: Integration of SAP Jam with SAP CRM


Use





SAP Jam was also integrated in the following Business Objects (BOs):

- Incidents and service requests

- Service orders

- Campaigns

- Marketing plans

- Segmentation models

- Activities with category task

When creating SAP Jam groups from SAP CRM, you can create items by for example uploading attachments (files and URLs) or notes that are assigned to the respective BO. The tab pages Attachments, Notes, and Segments are available here according to the BO involved. You can influence which tab pages are shown here. For more information, see SAP note 1734611.

Once you have created a group, you can do the following:

- Create the following additional items for the group in SAP CRM: - File items that you can upload from the content management system - You can create additional item types for a group, such as a discussion item. All SAP Jam item types are available to you here. For more information, see BAdI: Definition of SAP Jam Group Item Types .

- Edit the group to change the title and the owner of the group, and add and remove other participants according to the privacy settings defined.

- See the status of the group and group item if they are locked

New features for SAP Jam feeds:

- You can bookmark feeds and mark them as important. After having done so, you can filter for feeds accordingly.

- You can configure the number of available replies to a feed.

If you are using SAP NetWeaver 7.03 SP3, you can only use the functions listed below if you have imported the following notes:

- Bookmark feeds and mark them as important: SAP Note 1701073

- Configure the number of available replies to a feed: SAP Note 1722191

- Subsequently change a group: SAP Note 1682489:


You can prevent BOs, to which SAP Jam groups are assigned, being archived by activating the following implementations:

- Marketing Plans and Campaigns: Implementation: Check Archiving for Marketing Plans and Campaigns

- Incidents and Service Requests: Implementation: Check Archiving for Incidents/Service Requests

- Service Orders: Implementation: Check Archiving for Service Orders

- Segmentation Model: Implementation: Check Archiving for Segmentation Models

Note: If you access archived BOs to which SAP Jam groups were assigned, the system no longer displays these SAP Jam groups here, because they have not been archived with these BOs.

Configure the number of available replies to a feed. To do so, call transaction BSP_WD_CMPWB and change the UI configuration for the component GS_SWICMP as follows:

- Choose the view GS_SWICMP/FeedView.

- On the "Configuration" tab, choose the configuration you require.

- In the "Data Retrieval Parameters" area, specify the maximum number of replies to be displayed for a feed entry.

- Save the configuration.

If you are already using SAP Jam Integration, note that after importing SP05, you need to make additional Customizing settings. For more information, see the SAP StreamWork ABAP Integration – Configuration Guide in unit 4.1 Customizing Delivered by SAP.

See also

For more information, see the main release note: CRM_SWI_1: Integration of SAP Jam with SAP CRM and the release note containing new features for SP04: CRM_SWI_1: Integration of SAP Jam with SAP CRM (SP04)


You make the Customizing settings for this function in Customizing for Customer Relationship Management under CRM Cross-Application Components -> SAP StreamWork Integration and in Customizing for SAPNetWeaver under Application-Specific Server Settings.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm703 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Basic Functions and Performance -> Integration of SAP StreamWork with SAP CRM.

SAP Note 1670669 (StreamWork: Security Aspects of the ABAP Integration Library)


Use




The business function Enable SAP StreamWork ABAP Integration (BC_SRV_STW_01) is no longer a prerequisite for using this business function (CRM_SWI_1), but the new business function Enable Social Media ABAP Integration 3 (BC_SRV_STW_03).


Once you have created a group, you can see which invited participants have not yet accepted the invitation.

You can use the new filter CRM BO Change Notifications. Note: To use the filter CRM BO Change Notifications, you must activate the Business Function SAP CRM BO Change Notification Using SAP NetWeaver Gateway (CRM_SWI_GW). For more information, see the release note CRM_SWI_GW: SAP CRM BO Change Notification Using SAP NetWeaver Gateway.

Feeds are loaded asynchronously on the homepage, which means that you can display the homepage instantly and start working while the feeds are being updated in the background.


Deactivate business function Enable SAP StreamWork ABAP Integration (BC_SRV_STW_01) and activate the business function Enable Social Media ABAP Integration 3 (BC_SRV_STW_03).


You can prevent tasks, to which SAP Jam groups are assigned, being archived by activating the following implementation: Implementation: Check Archiving for Tasks

See also

For more information, see

The main release note: CRM_SWI_1: Integration of SAP Jam with SAP CRM

The release note containing new features for SP04: CRM_SWI_1: Integration of SAP Jam with SAP CRM (SP04)

The release note containing new features for SP05: CRM_SWI_1: Integration of SAP Jam with SAP CRM (SP05)

Business Function SAP CRM BO Change Notification Using SAP NetWeaver Gateway

CRM_SWI_GW: Business Function SAP CRM BO Change Notification Using SAP NetWeaver Gateway (New for SP06)

Use

The business function SAP CRM BO Change Notification Using SAP NetWeaver Gateway (CRM_SWI_GW) is available as of the following releases:



The following business functions are prerequisite for using this business function:

- Enable Social Media ABAP Integration 3 (BC_SRV_STW_03)

- Integration of SAP Jam with SAP CRM (CRM_SWI_1)

You can use this business function (CRM_SWI_GW) to do the following:

Receive notifications for Business Objects (BOs) as a feed in SAP Jam to inform you that a change has been made to the BO, or that a follow-up transaction has been created for the BO. This applies to all BOs that are integrated with SAP Jam, with the exception of segmentation models.

In order to receive a feed, you must be following the BO. A feed is generated every time the BO is saved. This means that you receive all changes that are made before the BO is saved in a single feed.

Define, in Customizing, which changes and which follow-up transactions generate feeds.

You can select these feeds on the homepage in the assignment block SAP Jam Feeds using additional field filters.


1. If you are not using a higher version than SAP NetWeaver 7.31 SP05, you must first install the following SAP Notes:

- 1735778 Send Notifications via Gateway

- 1743817 Notifications from business objects via Gateway

- 1747394 Notification Filter

- 1759482 URL Rewriting for Notifications

- 1748988 OData Service Registry

- 1754961 Authorization check for Sending Notifications

2. Install the following two software components that you find on the SAP Service Marketplace at http://service.sap.com/swdc:

a) IW_BEP 200: SP 000B

b) Provide OData Services for the Integration of SAP Jam with SAP CRM Using Gateway 1.0 (CRMSWI01)

3. Apply SAP Note 1797033.

4. Use transaction SWEC, to define the BOs and changes for which feeds are to be created.

Business Function Search in Business Object Attachments

CRM_ES_BY_ATTACHMENT: Business Function Search in Business Object Attachments (New for SP10)

Use

As of the following releases, the business function Search in Business Object Attachments (CRM_ES_BY_ATTACHMENT) is available:



With this business function, you can search in the attachments of business objects using simple search. The system displays the matched attachments along with the matched business objects. Note, however, that you cannot sort and filter the matched attachments.

Search in attachments is available for the following business objects:

Accounts

Contacts


You enable the system to search in attachments in Customizing for Customer Relationship Management, under UI Framework -> Enterprise Search Integration -> Enable Search in Business Object Attachments.

See also

For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm. Choose a release and then Application Help. In SAP Library, choose Business Functions for SAP Customer Relationship Management -> WebClient UI Framework -> Search in Business Object Attachments.

For more information about simple search, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm. Choose a release and then Application Help. In SAP Library, choose WebClient UI Framework -> Search Functions -> Simple Search.

Master Data

Business Function Knowledge Article

CRM_KA_CI_1: Business Function Knowledge Article

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Knowledge Article (CRM_KA_CI_1) is available. With this business function, you can do the following:

Define how the system determines the proposals it provides for a transaction, to identify related knowledge articles.

Directly create new knowledge articles from a business transaction, via assignment block Related Knowledge Articles.


In the respective overview pages for the transaction types Incident/Service Request, Problem, and Request for Change, the entry Find Knowledge Articles in the selection list for button More has been hidden.

To make it easier to find the knowledge articles you are looking for, you can use Customizing to change the function of the pushbutton Suggest Knowledge Articles, which is in assignment block Related Knowledge Articles, as follows:

The number of displayed knowledge articles can be restricted, using the categorization of the subject or the status of the knowledge article.

In the dialog box Search Related Knowledge Articles, the column Text has been added. Here you see the first 40 characters of the text for the knowledge article. The text type that you see depends on Customizing, and can be, for example, a problem description or a solution description.

You can directly create new knowledge articles in assignment block Related Knowledge Articles, by using the pushbuttons New or New from Template. This function is available for the following transaction types:

- CRMC - Complaint

- SRVO - Service order

- SRVR - Service request

- ITCH - Request for change (IT service management)

- ITIN - Incident (IT service management)

- ITPR - Problem (IT service management)


You make the Customizing settings for this function in Customizing under Define System Proposals for Related Knowledge Articles.


Once you have installed the add-on CRMSWI01, you make the Customizing settings for this function in Customizing for Customer Relationship Management under CRM Cross-Application Components -> SAP Jam Integration -> SAP CRM BO Change Notification Using SAP NetWeaver Gateway.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship

Management -> Knowledge Article.

Business Function Enlarged Text Area and Filters in Text Log

CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP02)

Use

The business function Enlarged Text Area and Filters in Text Log (CRM_TM_1) is available as of the following releases:



SAP CRM 7.0 SP11


New assignment block Text

You can display the new assignment block Text on the overview pages of the following business objects:

- Incident / Service Request

- Problem

- Request for Change

- Service Order

- Opportunity

- Account

- Campaign

- Knowledge Article Recommendation: For knowledge articles, hide the Language field in the Text assignment block as it already exists in the Details assignment block. This is the only place where you can select a different language.

Previously, you could enter texts in the Details assignment block, under Notes, for example. However, this text field is very small and does not provide enough features to manage texts. The new assignment block provides you with the following features:



- You can format the text.

- You can insert a standard text, a text as a reference, or variables.

Recommendation: If you display the new assignment block, we recommend that you use the configuration to hide the area where you can enter text in the Details assignment block on the overview page.

New assignment block Text Log

You can display the new assignment block Text Log on the overview pages of the business objects listed above.

However, the assignment block is only displayed once you have specified in Customizing that changed data can also be logged in the Text Log when you enter texts.

The new assignment block provides you with the following features:




Display the new assignment blocks and hide the area where you can enter texts in the Details assignment block on the overview page. For more information, see the how-to guide in SAP Note 1650347, section 4 Change Configuration.


You make the settings for this business function in Customizing for SAP Customer Relationship Management under Basic Functions -> Text Management in the following activities:

Define Text Format

Use this Customizing activity to switch on the text formatting option for specific text types you create in the Text assignment block of business objects. You can switch between plain text- and HTML editors.

Note: This Customizing activity is only available if the business function Infrastructure (CRM_INF_1) has been activated.

Define Text Determination Procedure To display the Text Log assignment block, see the following example:

c) Select a text object, for example CRM_ORDERH

d) Select a procedure, for example IT000001

e) Choose the dialog sub structure Definition of Procedure

f) Choose R - Display Log in the field Changes for example for the text type S005 - Log

Note: If you are using a text determination procedure in which the value R - Display Log is not available for any text type, the Text Log assignment block is not displayed. By selecting the value R - Display Log for a text type, you define this text type as a log.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm702 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Basic Functions and Performance -> Enlarged Text Area and Filters in Text Log.

SAP Note: 1628926

If you want to display the new assignment block for other business objects, see SAP Note 1650347.

Business Function Marketing Permissions

CRM_MKT_PERMISSION: Usability Enhancement for Marketing Permissions (New for SP03)

Use

The button Create Permission for All allows you to quickly enter the consent status for all communication channels in one step in the Marketing Permissions assignment block. This function is available as of the following releases, with the prerequisite that you are using marketing permissions (provided with the business function Marketing Permissions (CRM_MKT_PERMISSION)):



The button is available for accounts (corporate, individual, and groups) and contacts.

See also

For more information on marketing permissions, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core -> <Choose a release> -> Application Help -> Master Data -> Business Partners -> Functions -> Marketing Permissions.

Marketing

Business Function Campaign Wizard

CRM_MKT_CPG_WIZARD: Business Function Campaign Wizard (New for SP03)

Use

The business function Campaign Wizard (CRM_MKT_CPG_WIZARD) is available as of the following releases:



The business function provides a guided activity for creating and executing simple campaigns, with the following features:

Creation of target groups for accounts or contacts

Lean campaign view for quick set-up of relevant campaign information

E-mail campaign personalization and preview

Finalize and execute a campaign with a single click

The Campaign Wizard screen with the step-by-step procedure is available with the following standard business roles:

Marketing Professional (navigation to the Campaign Wizard screen in the standard system: Marketing -> Create)

Sales Professional (navigation to the Campaign Wizard screen in the standard system: Sales Operations -> Create)

Sales

Business Function OEM-Managed Inventory with CRM Sales Orders

CRM_SPM_2: Business Function OEM-Managed Inventory with CRM Sales Orders (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function OEM-Managed Inventory with CRM Sales Orders (CRM_SPM_2) is available. With this business function, you can create sales orders in SAP CRM as part of the OEM-managed inventory process within the service parts management solution.

With this business function, you can enable your Service Parts Management landscape (SAP SCM, SAP CRM and SAP ERP) to create CRM sales orders triggered by Service Parts Planning. This means that OEM-managed inventory within Service Parts Planning treats the dealers/customers as a location within the internal distribution network (from a planning perspective). All the planning functionality of Service Parts Planning, such as forecasting, stocking, and destocking can be used for the parts in the dealers’ location. Depending on configuration, the dealer/customer can either only display the recommended replenishment (automatically approved) orders or manually approve/reject the replenishment orders. All approved replenishment orders are communicated to SAP CRM for sales order creation.

For more information, see the release note Integration of OEM-Managed Inventory in CRM Sales Orders.


You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the activities under Transactions -> Settings for Sales Transactions -> Integration of OEM-Managed Inventory.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> OEM-Managed Inventory with CRM Sales Orders.

CRM_SPM_2: Integration of Original Equipment Manufacturer (OEM)-Managed Inventory in Sales Orders

Use

As of enhancement package 2 for SAP CRM 7.0, business function OEM-Managed Inventory with CRM Sales Orders (CRM_SPM_2), you can create sales orders in SAP CRM as part of the OEM-managed inventory process within the Service Parts Management solution.

The OEM-managed inventory process allows OEM to plan stocks for dealers or customers.

Once the replenishment order is approved in SAP SCM, the system creates a sales order in either SAP ECC or SAP CRM (but not both).

The CRM system creates the sales order using the transaction type specified in the Customizing activity Maintain Transaction Type for Sales Orders. Upon successful sales order creation, the sales order number is sent back to SAP SCM to update the stock transport order (STO).

SAP SCM is the planning system which contains data such as dealer, location, and product. Planning is done for example once a day, in the mornings. This data is transferred to SAP CRM sales order. The dealer needs to accept the proposal for stock replenishment. The confirmed data is transferred to SAP CRM to create the required sales order.

Note that the standard sales order functionality allows the exchange of sales order information to dealers via IDOC/XML. Similarly, customer reference numbers can be uploaded by dealers to the sales order via IDOC/XML.


This enhancement does not affect existing data in any way.


You make the Customizing settings for this function in Customizing for SAP CRM in Transactions -> Settings for Sales Transactions -> Integration of OEM-Managed Inventory -> Maintain Transaction Type for Sales Orders.

See also

For more information, see SAP Library for SAP SCM on SAP Help Portal at http://help.sap.com/scm -> <Choose a release> -> Application Help -> SAP APO -> Service Parts Planning -> OEM-Managed Inventory.

Business Function Deal Management

CRM_PMM_1: Deal Management (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Deal Management (CRM_PMM_1), the following enhanced operations are available in the service interfaces Price Agreement Processing Out and Price Agreement Action Out. There is a new version of each of the following operations:

Simulate Price Infomation_V1

Request Price Agreement Creation_V1

Request Price Agreement Change_V1

Request Price Agreement Approval Submission_V1


The following operations have been enhanced to include all of the approvers that are defined in SAP Price and Margin Management for a price agreement. The approvers involved in the approval process can be displayed in the WebClient UI. Note, however, that they are not displayed by default in the standard SAP system. If you want to display the approvers on the WebClient UI, you need to enhance the UI with a customer modification.

Simulate Price Infomation_V1

Find Price Agreement

Service

Business Function Advanced Returns Management

CRM_COMPL_ARM_1: Business Function Advanced Returns Management

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Advanced Returns Management (CRM_COMPL_ARM_1) is available.

This business function is integrated with the SAP ERP business function Advanced Returns Management 2 (OPS_ADVRETURNS_2). The business function is available as of SAP enhancement package 6 for SAP ERP 6.0 (SAP_APPL 606). Using both business functions, you can model the returns management of materials more efficiently, and obtain an optimized process flow between the application components SAP Enterprise Resource Planning (SAP ERP), SAP Customer Relationship Management (SAP CRM), and the Extended Warehouse Management (EWM) of system SAP Supply Chain Management (SAP SCM).

The integration of the CRM business function with the ERP business function enables you to use the entire logistical returns process in other components, for further management of CRM return requests. That is, other components support the complete reverse logistics process from the customer back to a warehouse and to a supplier, and vice versa.


You can create a complaint that is relevant for SAP ERP Advanced Returns Management as follows:

- With reference to an ERP sales order or an ERP billing document

- From an ERP sales order, as a follow-up transaction

From a return request item that is relevant for advanced returns, a returns order is automatically created in the ERP system after you have changed the system status to Released.

After creating the ERP returns order, you see the following corresponding ERP follow-up transactions in the Transaction History of the complaint:

- Return (description in the ERP system: Returns Order)

- Outbound Delivery (this is the returns delivery for the ERP returns order)

- Goods Movement (this is the Goods Receipt for the ERP returns delivery)

- Credit Memo Request

- Customer Individual Billing Document (description in the ERP system: Credit Memo)

- Inspection Outcome (description in the ERP system: Inspection)

The following new assignment blocks are available for a complaint item or a return request item that is relevant for SAP ERP Advanced Returns Management according to the new Customizing:

- Advanced Returns Management - available for both item object types Using personalization, you can also show the fields of this assignment block in the item list at header level of a complaint, for the purpose of fast entry.

- ERP Returns Overview - available for the return request item object type After creating the ERP returns order, you see all existing transactions for the ERP returns order in this assignment block.

Effects on Data Transfer

Download codes from SAP ERP to SAP CRM. For more information, see Customizing activity Replication of Codes from SAP ERP to SAP CRM.


Using ERP transaction Application modules per Event (BF31), check whether the following entry exists in the ERP system, or create it:

Event: 00501014

Appl. (Application): BC-MID

Function Module: CRS_SALES_COLLECT_DATA

This ensures that, for example, changes to ERP SD transactions such as status changes and the transaction history are transferred to SAP CRM.


You make the Customizing settings for this function in Customizing for Customer Relationship Management under Transactions -> Settings for Complaints -> Integration -> Logistics Integration -> Advanced Returns Management.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Advanced Returns Management.

Business Function Service Management 1

CRM_SRV_1: Business Function Service Management 1 (New for SP02)

Use

The business function Service Management 1 (CRM_SRV_1) is available as of the following releases:



SAP CRM 7.0 SP11

SAP CRM 2007 SP11

With this business function, you can use the new search parameter My Company, which is available for the search criterion Belonging To.

Note: The search criterion Party Involved has been renamed to Belonging To. For more information, see SAP Note 1622166.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm702 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Service -> Service Management 1.

Business Function Service Request Enhancements

CRM_ITSM: Business Function Service Request Enhancements (New for SP06)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, the business function Service Request Enhancements (CRM_ITSM) is available. With this business function, you can use the following functions:

Checklists

Several new functions for the checklists are available. For more information, see release note CRM_ITSM: Checklist (Enhanced).

Transaction ranking

You can classify service requests with a transaction ranking. Therewith, you can filter search results to get decision support for the scheduling of support tasks. For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Service -> Service Request Management -> Transaction Ranking.

Category search help

Previously, by searching for the categories of a service request, the system output the complete category hierarchy. You were not able to search within the hierarchy and had to open all nodes to find the required category.

Now you can use a string to search for categories. The search result of the fuzzy search outputs all category nodes that contain the entered string. If required, you can output the result in a structure view on the category hierarchy.

Search for service requests “with my involvement”

With this new search category you can search for service requests that you have created or changed. The function is available in the advanced search and the Service Monitor.

Processing log

Now the following objects or actions are logged:

- Actions performed on a checklist, for example the following: - Adding a checklist - Changing the status of a checklist step - Determining a checklist automatically

- Items that have been deleted or added. For actions on notes and attachments, the users can display only these objects that they are authorized for.

- Changes to categories are now logged with the labels that you have defined in the category modeler. Previously, all categories were logged with an identical entry. You were not able to identify the related categorization block

- Display the dates in the format defined in the user settings. This includes the conversion of the timestamp.

- Changes to the service profile and response profile

Rule modeler enhancements for Service Request Management

- Several new condition attributes and services are available for rule policies in context Service Request Management, which you can use to process automatic actions or to provide buttons for the work area toolbar (see also section Fast access to actions on service requests).

- The following new services are available for creating rule policies in the Service Request Management context: AH_ROUTE_TO_DECI - Route to Decision Engine

AH_SRV_DET_ORG - Determine Organizational Data AH_SRV_REQ_DL_BP - Remove Partner from Service Request AH_SRV_REQ_SALES - Set Sales Organizational Unit in Service Request AH_SRV_REQ_SERVI - Set Service Organizational Unit in Service request FG_SRV_REQ_CDATA (Service Request Customer Data) to use the country and region of the customer as a condition attribute FG_SRV_REQ_C_MKT (Customer Marketing Attributes) FG_SRV_REQ_RDATA (Service Request Reporter Data) to use the country, region, and language of the reporter as a condition attribute FG_SRV_REQ_R_MKT (Reporter Marketing Attributes) FG_SRV_REQUEST Priority of service request

For information about enhancements to the rule modeler itself, see release note CRM_ITSM: Rule Modeler (Enhanced).

Fast access to actions on service requests

You can now add buttons to the work area toolbar to provide frequently used functions that are available as actions in an action profile. In the standard system, a sample implementation is available. You can easily reuse it.

For more information, see SAP Library for Customer Relationship Management under Service -> Service Request Management -> Processing of Service Requests -> Fast Access to Actions on Service Requests.

Forwarding service requests

The following functions enhance the forwarding function for service requests:

- In Customizing, you can define fields that should trigger an automatic forwarding of a service request when they are changed.

- You can create customer-specific buttons for the work area toolbar to forward a service request manually. When you press a button, a rule policy is executed that determines a new employee responsible or a new service team.

- In the rule policy in context Service Request Management, a new action is available that is helpful in the context of forwarding service requests. The new action allows the automatic removal of the employee responsible.

For more information, see SAP Library for Customer Relationship Management under Service -> Service Request Management -> Processing of Service Requests -> Forwarding Service Requests.

Copying service requests

When splitting service requests or creating follow-up service requests, the following objects are also copied:

- Attached documents

- References to the related transactions

- Text objects

For more information, see SAP Library for Customer Relationship Management under Service -> Service Request Management -> Processing of Service Requests -> Creating Follow-Up Service Requests.

Displaying contact information

In the header of the service request overview page, you can display the most important contact dates of a business partner. This function allows you to have the contact data of the reporter or processor of a service request directly on the screen while editing a service request.

Status Solution Provided

You can prevent setting a service request to status Solution Provided if the user has not

added a knowledge article with status Published. For more information, see documentation of implementation CHECK_SOL_PROVIDED of Business Add-In CRM_ORDER_STATUS.

Reporter on behalf

You can add the new field Reporter on Behalf to the transaction header. This field displays the result of partner function Reporter on Behalf (Person) (00000152).

Local time of the business partners

Additional fields are available that inform you about the time zone and the local date and time of the business partners:

- In the parties involved assignment block (time zone and local date and time)

- In the master data of the business partner (time zone and local date and time)

- In the service request header

New Business Add-In for Partner Determination

With the new Business Add-In COM_PARTNER_BADI, you can now use customer-specific filters to implement partner determination routines. For more information, see release note CRM_ITSM: BAdI for Partner Determination (New).

Organizational assignments

Additional features for the organizational assignment are available. For more information, see release note CRM_ITSM: Organizational Assignment in Service Requests (Enhanced).


Transaction ranking

Define your customer-specific rules by implementing BAdI: Determination of Transaction Ranking.

Processing log

- Enter the following Customizing entries under Define Change History for Processing Log to include the log for the services profiles and the response profiles: <Transaction type> | CRMA_SERVICE_I | SRV_ESCAL <Transaction type> | CRMA_SERVICE_I | SRV_SERWI

- Enter the following Customizing entry under Define Change History for Processing Log to include the log for the multi-level categorization: <Transaction type> | SERVICE_OS | (BLANK)

- Enter the following Customizing entries under Define Change History for Processing Log to include the log for the checklist: <Transaction type> | CRMA_PARTNER | (BLANK)

- Enter the item categories which changes you want to output in the processing log under the new Customizing activity Assign Log Types to Item Categories.

Fast access to actions on service requests

In Customizing for Customer Relationship Management under Basic Functions -> Actions, implement your customer-specific action profiles to provide buttons for the work area toolbar. For more information, see SAP Library for Customer Relationship Management under Service -> Service Request Management -> Processing Service Requests -> Fast Access to Actions on Service Requests.

Forwarding service requests

- With Customizing activity Define Fields for Automatic Dispatching, define the fields that should trigger the automatic forwarding.

- If required, create customer-specific buttons with which you can forward a service

request manually.

Contact information

Define the partner function for each transaction type for which you want to use the contact information capability with Customizing activity Determine Partner Functions for Contact Information.

Status Solution Provided

With Business Add-In CRM_ORDER_STATUS you can define your own rules for the management of the status Solution Provided. To use this function, activate the implementation CHECK_SOL_PROVIDED of the Business Add-In. The implementation requires the filter values with the following combination:

- Status profile IT000002

- Status E0004

If you use customer-specific filter values, you must first adjust the filter values in the BAdI implementation.

Reporter on Behalf

In the UI configuration, add the new field //BTPARTNERSET/REP_ON_BEHALF_NAME to the UI component SRQM_INCIDENT_H / view IncidentHeaderEF or SRQM_PROBLEM_H / view ProblemHeaderEF.

Local time of the business partner

Add the new fields/columns to your UI components.

Service request header

- Component : SRQM_INCIDENT_H

- View : SRQM_INCIDENT_H/IncidentHeaderEF

- Field: / BTPARTNERSET/PARTNER_TIME

- Field: //BTPARTNERSET/EMPLOYEE_TIME

- Component : SRQM_PROBLEM_H

- View : SRQM_PROBLEM_H/ProblemHeaderEF

- Field: / BTPARTNERSET/PARTNER_TIME

- Field: //BTPARTNERSET/EMPLOYEE_TIME

Parties involved assignment block

- Column: PARTNER_TIME

Business partner master data

Account

- Component : BP_HEAD

- View : BP_HEAD/AccountDetails

- Field //HEADER/PARTNER_TIME

Contact

- Component : BP_CONT

- View : BP_CONT/ContactDetails

- Field //HEADER/PARTNER_TIME

Employee

- Component : BP_EMPL

- View : BP_EMPL/EmployeeDetails

- Field //EMPLOYEE/PARTNER_TIME

CRM_ITSM: Checklist (Enhanced)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, business function Service Request Enhancements (CRM_ITSM), you can use the following additional features for the checklist function:

For automatic checklist determination, the following new attributes are now available for creating rule policies:

- Contract

- Product ID of contract

With these attributes, you can determine checklists that are adapted to the services that you have agreed with the customer.

Before the checklist is locked, now the automatic checklist determination will be started again when you change attributes that are used in the rule policy for checklist determination.

Note To use these functions, you have to activate business function Notification Framework and E-Mail (CRM_ITSM_ALERTS).

Notifications

You can now send e-mail notifications when a certain due date is reached for a checklist step.

You can now search for service requests with attributes of the checklist step.

The following features are now available for the checklist steps:

- You can now use additional fields for the administration of checklists.

- The creation and the completion date are filled automatically.

- The following dates can be filled automatically based on the values defined in the Response Profile. This function enables you to schedule tasks according to the specifications that are defined in the service level agreement. - Planned Start Date - Planned End Date For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Service -> Service Request Management -> Checklist -> Calculation of the Duration of Checklist Steps.

- In addition to the Comment and Work Instruction text types, a new text object is available for the checklist steps. You can use it to edit an additional internal note.

- You can add the following new fields to the columns of the checklist step overview: - Additional note - Work instruction In these columns, the first characters of the related texts are displayed. In the tooltip, you can read the whole text.

- You can now search for service requests with the search criteria checklist step


If you use the new function for calculating the checklist steps duration automatically, you will not need the To Do By date any longer.


Checklist determination

If required, add the conditions to determine the checklist by attributes of the contract to your rule policies of type checklist determination (CHECKLIST_ID). For more information, see Define Fields for Triggering Checklist Determination.

You can display the number of processors that have edited a service request in the service request overview page. The system counts how often the partner of the partner function for the responsible employee has been changed.

Additional note for checklist steps

If required, add in Customizing activity Define Checklist Profiles the additional text type in field Additional Note of the Define Steps dialog step. In the UI configuration, add the Additional Note to the checklist item view.

Enhanced features for the checklist steps

If required, add the new fields in the UI configuration:

- Creation and completion date to the Checklist Assignment Block view

- Additional dates to the General Data area in the checklist Item View (between Option and Work Instructions)

- Define a text type for the additional notes with Customizing activity Transactions -> Basic Settings -> Checklist Settings ->Define Checklist Profiles, folder Define Steps.

CRM_ITSM: Rule Modeler (Enhanced)

Use

As of the following releases, the rule modeler has been enhanced:


You can use the following additional features for the rule modeler:

The most frequently used functions for rule modeler maintenance are currently available as button or one-click actions. This applies to all business roles.

When maintaining a rule policy, you can now use a vertical splitter to increase the application area that is currently being used.

Note The vertical splitter is available even if you do not activate the business function.

For more information about enhancements for the Service Request Management context, see release note CRM_ITSM: Business Function Service Request Enhancements (New).

CRM_ITSM: BAdI for Partner Determination (New)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, business function Service Request Enhancements (CRM_ITSM), you can now use customer-specific filters to implement partner determination routines.

Previously, you could implement customer specific partner determination rules only by using the COM_PARTNER_* (X-Z) partner determination sources as filters for Business Add-In (BAdI) COM_PARTNER_BADI. Now you can create customer-specific entries in view COMV_PATRNER_DOR that you can use as filters for the new BAdI BAdI: Partner Determination.

CRM_ITSM: Organizational Assignment in Service Requests (Enhanced)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, business function Service Request Enhancements (CRM_ITSM), you can use the following additional features for the organizational assignment:

In the service monitor and the search page, you can now search for incidents and problems by organizational units. The new search attributes allow you to create a list of all service requests that are assigned to your service organization.

You can display the organizational assignments in the result list.

You can now manually trigger the automatic determination of the organizational assignments.

In the application, you can now display the log of the organizational assignment determination. If you assign the user parameter CRM_ORGDETER_LOG to your user, the new button Determination Log is available in the organizational data assignment block.

Some smaller usability enhancements are available.

Example

- New input help is available.

- You can now provide the name of the organizational unit instead of the ID.

By maintaining the organizational assignments, you can now use the following new attributes for the service scenario:

- Transaction Type ID (for example, ITIN) (ORDERADM_H-PROCESS_TYPE)

- Transaction User Status (incl. Schema) ID

- Authorization Scope ID (ORDERADM_H-AUTH_SCOPE)

- Activity Category ID (ACTIVITY_H-CATEGORY)

- Activity Goal ID (ACTIVITY_H-GOAL)

- Activity Priority ID (ACTIVITY_H-PRIORITY)

- Activity Objective ID (ACTIVITY_H-OBJECTIVE)

- Item Type ID (ORDERADM_I-ITM_TYPE)

- Item User Status (incl. Schema) ID

- Customer Group 1-5 (SALES-CUST_GROUPx)

- Distribution Channel (ORGMAN)

- Division (ORGMAN)

- Multi-Level Category 1-5 ID

- Qualification ID

- Qualification Proficiency ID

- Reference IBase Category ID

- Reference IBase ID

- Reference IBase Component ID

- Reference Object ID

- Reference Object Family ID

- Reference Object Base Category ID

- Reference Product ID

- Reference Product Base Category

- Service Contract Product ID

- Service Warranty Product ID

- Service Request Recommended Priority

- Service Request Urgency

- Service Request Impact

- Service Request Change Category

- Service Request Risk

- Service Request Problem Category

- Service Request Work Priority Fix

- Custom Attributes 1-5


Assign user parameter CRM_ORGDETER_LOG to the users.


Make new fields available

In the UI configuration, add the new fields for the organizational assignment to the result list of the search page/service monitor and the service request header.

Search categories

Component/View SRQM_INCIDENT_S/IncidentSR, SRQM_PROBLEM_S/ProblemSR and Component/View BTSRVMON/IncidentsServiceRequestsSP and BTSRVMON/ProblemsSP

Fields: STRUCT.SERVICE_ORG and STRUCT.SALES_ORG

Result list search page

Component/View: SRQM_INCIDENT_S/IncidentSR, SRQM_PROBLEM_S/ProblemSR, Component/View BTSRVMON/IncidentsServiceRequestsSP and BTSRVMON/ProblemsSP:

Fields: STRUCT.SERVICE_ORG and STRUCT.SALES_ORG

Service request header

Component/View SRQM_INCIDENT_H/IncidentHeaderEF and SRQM_PROBLEM_H/ProblemHeaderEF:

Fields: //BTORGSET/STRUCT.SERVICE_ORG_RESP and //BTORGSET/STRUCT.SALES_ORG_RESP

Button for determining the organizational assignment

Rule modeler action DETERM_ORGANIZAT of context Service Request Management is used. This action uses action service AH_SRV_DET_ORG. For more information, see Customizing for Customer Relationship Management under Basic Functions -> Rule Modeler -> Define Repository and Define Services.

To make the action available on the UI, enhance the work area toolbar by a button with which the users starts determining of the organizational assignment. Use action QB_EXEC_RULE_POLICY of action profile QUICK_ACTION_BUTTONS as reference to make a button in the work area toolbar available.

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Service -> Service Request Management -> Processing Service

Requests -> Fast Access to Actions on Service Requests.

Business Function Notification Framework and E-Mail

CRM_ITSM_ALERTS: Business Function Notification Framework and E-Mail (New for SP06)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, the business function Notification Framework and E-Mail (CRM_ITSM_ALERTS) is available. With this business function, you can use the following features:

Notification Framework

The Notification Framework enables you to keep your business partners informed about the status and the progress of business transactions. It enables you to subscribe yourself or a group of persons to a transaction or to transactions that have specific attributes. For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Service -> Service Request Management -> Information Flow -> Notification Framework.

Sending E-Mails

Now the following features for the manual sending of e-mails are available:

- You can assign the mail forms to single business roles. In the input help of the mail forms, then the system filters the list by the business role the user is logged on.

- You can add placeholders for various attributes of the service request

- For non-IC business roles, you can fill the e-mail recipient automatically

- You can attach a PDF that contains the most important data of a service request

For more information, see SAP Library for Customer Relationship Management under Service -> Service Request Management -> Information Flow -> Sending E-Mails.

Business Function Management of Processing Times

CRM_ITSM_PROCESS_TIME_MGMT: Business Function Management of Processing Times (New for SP06)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, the business function Management of Processing Times (CRM_ITSM_PROCESS_TIMES_MGMT) is available. With this business function, you can monitor the response times of your service organization. You can use it to control the compliance with the agreements you have made with the different partners involved in the performance of services.

Note

To enable you to determine the point of time the processing time calculation is started, a new status is available in the standard system. With this new status you are able to differentiate between the creation of a draft service request and the point in time a service request is sent to the service provider.


Set up the processing times in Customizing for Customer Relationship Management under Transactions -> Settings for Service Requests ->Settings for Management of Processing Times.

Business Function Bulletin Board

CRM_ITSM_BULLETINS: Business Function Bulletin Board (New for SP06)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, the business function Bulletin Board (CRM_ITSM_BULLETINS) is available. With this business function, you can provide a framework that enables you to implement a transaction- or master-data-independent information flow. You can post short notes concerning business partners or installed base and display them in the master data and in transaction types that are related to these objects.

Two assignment blocks are available with which you can display the related bulletins and the bulletins that the user has created. In addition, you can display bulletins with high importance in a special message area.


Set up the bulletin board in the Customizing for Customer Relationship Management under Basic Functions -> Bulletin Board.

Business Function Service Request Fact Sheet

CRM_ITSM_FS: Business Function Service Request Fact Sheet (New for SP06)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, the business function Service Request Fact Sheet (CRM_ITSM_FS) is available. With this business function, you can use the following enhanced fact sheet capabilities for the management of service requests:

You can provide access to fact sheets that are related to the business partners involved in a service request.

You can add the service request assignment block to the overview pages of the accounts and the contacts.

You can add the service request assignment block to the customer fact sheet.

In addition, you can add the attachments assignment block to the overview page of the account and the customer fact sheet.


Provide access to the fact sheets of the business partners with Customizing activity Set Up Fact Sheet Buttons.

Add the required service request assignment block to the overview pages of the account and the contact.

Add the service request assignment block and the attachments assignment block to the customer fact sheet.

Business Function Content and Text Management

CRM_ITSM_COM: Business Function Content and Text Management (New for SP06)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, the business function Content and Text Management (CRM_ITSM_COM) is available. With this business function, you can do the following:

Visibility of attachments

You can use this function to control which user roles are allowed to display and edit documents that are attached to a business transaction. For more information, see release note CRM_ITSM_COM: Visibility of Attachments (New).

Fast navigation to attachments

A new button is available for the work area toolbar. The button with a paperclip icon indicates that attachments are assigned to a service request. By choosing the button, you can navigate directly to the expanded attachments assignment block.

Editing Attachments

Now, you are able to edit texts or to add attachments even if another user locks the service request.

Text Management

For adding and providing text information, a couple of new features are available for the text management capability:

- Using only one assignment block for editing texts and displaying the notes history (log)

- Personalizing the size of the text block by using a new pushbutton

- Filtering and sorting of the notes history by several text attributes

- Classifying texts by tagging a note with up to 8 keywords

- Adding URLs and executing them in display mode

- Using text templates

For more information, see SAP Library for Customer Relationship Management under Service -> Service Request Management -> Processing Service Requests -> Text Management in Service Requests.

You can now use additional attributes in the BOL layer for Service Request Management. For more information, see release note CRM_ITSM_COM: Text Management Objects in Web Services (Enhanced).


Text Management

- Make the notes assignment block (UI component GSTEXT) available to enable your users to benefit from the new text management capabilities: If you already use the UI component GSTEXT, the new capabilities are automatically available. For the notes assignment block, the system calls an additional component and view (TEXTMGMT/List) which is visible if you have activated the business function. If you have already activated business function Enlarged Text Area and Filters in Text Log (CRM_TM_AB), remove the UI components TEXT and TEXTLOG and add the UI component GSTEXT. You can use the two business functions in parallel because the new text management

capabilities are restricted to the following business transaction categories: - CRM Service Request (BUS2000223) - CRM Master Request (BUS2000224).

- Define the keywords you want to make available for tagging texts. For more information, see Customizing for Customer Relationship Management under Basic Functions -> Text Management -> Define Keywords.

- To customize the URL recognition pattern, you need to develop your own class derived from class CL_CRM_TEXT_FORMAT_CONVERSION with its method SET_REGEX_PATTERNS and assign it in Customizing. For more information, see Customizing for Customer Relationship Management under Basic Functions -> Text Management -> Define Text Format. Caution When using the URL recognition pattern, you should consider data security aspects.

CRM_ITSM_COM: Visibility of Attachments (New)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, business function Content and Text Management (CRM_ITSM_COM), you can classify attachments and control the visibility of the attachments with different authorization groups.

Currently, this function is available for the following business objects:

BUS2000223: Incident – Service Request

BUS2000224: Problem – Master Request

In addition, a paperclip icon in the work area toolbar indicates that attachments are assigned to a service request.


For attachments created prior to the activation of this function no authorization checks are carried out.


Classify your attachments in the Customizing activity Define Authorization Scopes for Attachments.

Implement authorization object CRM_AUTHSC and assign it to your user roles (transaction PFCG).

In the UI configuration, add the paperclip icon to the work area toolbar.

See also

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Service -> Service Request Management -> Processing Service Requests -> Visibility of Attachments.

CRM_ITSM_COM: Text Management Objects in Web Services (Enhanced)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, business function Content and Text Management (CRM_ITSM_COM), you can now use additional attributes in the business object layer for Service Request Management. The attributes enable you to do the following:

Selecting texts based on text type and keywords

Use attributes of the checklist item

The following new external objects are available for component Business Transaction (view CRMV_WS_METHODS):

Text management

BTText

BTTextH

BTTextI

BTTextId

BTTextIdH

BTTextIdKw: Add the ID of the keyword: BTTextIdKW_ID

BTTextPT

For more information about Web services, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Basic Functions -> Web Services.


The new attributes are available in Customizing activity Extend Model for Business Transactions with New Nodes.

In Customizing activity Extend Model for Business Transactions with New Relations, add the following relation names. The relation name always contains the ID of a text or of a keyword:

Text source object BTTextIdH:

BTTextIdHKeyword_<keyword ID>

BTTextIdHLatest_<text ID> = newest creation date of a text ID

BTTextIdHOldest_<text ID> = first creation date of a text ID

BTTextIdH_<text ID>

Multichannel Integration

Business Function Retail Master Data Integration

CRM_ISR_INTEG: Business Function Retail Master Data Integration (New for SP03)

Use

As of the following releases, the business function Retail Master Data Integration (CRM_ISR_INTEG) is available:

Enhancement Package 1 (SP08) for SAP CRM 7.0

Enhancement Package 2 (SP03) for SAP CRM 7.0

You can use this business function to broaden your sales offering to multiple channels by making classification data for generic articles and variants available in SAP CRM. Retailers who deal with generic articles, especially in the fashion industry, need to work with their articles by characteristic (for example, color and size) in SAP CRM. You can now replicate generic article master data and characteristic master data, including the related variants and the variant-creating classification data (used characteristics and characteristic values), as follows:

From SAP Retail (SAP ERP) to SAP CRM

From SAP CRM to the SAP NetWeaver MDM Product Catalog

When you activate this business function, you enhance the following:

SAP CRM functionality needed for the system to process characteristic master data and classification data coming from SAP Retail (SAP ERP) when you replicate generic articles and variants

SAP CRM outbound adapter used to communicate with the SAP NetWeaver MDM Product Catalog to support the replication of characteristic master data and classification data provided for generic articles and variants

Prerequisites

You have activated the following business functions in SAP Retail (SAP ERP):

Retail, Master Data Integration in CRM 01 (ISR_APPL_CRM_INTEG)

Retail, Master Data Integration in CRM 02 (ISR_RETAIL_CRM_INTEG)


The existing data (product master data and characteristic master data) is not affected directly by the activation of the business function. However, when you want to use the new functionality, you must repeat the initial download for the following business adapter objects:

Business adapter object DNL_CUST_PROD1

Creates a new hierarchy within SAP CRM

Business adapter object ATTRIBUTE

Replicates the characteristic master data from SAP Retail (SAP ERP) to SAP CRM

Business adapter object MATERIAL

Replicates the article master data and the variant-creating classification data from SAP Retail (SAP ERP) to SAP CRM for generic articles and variants

The enhancement of the product master data by classification data is visible in SAP CRM (that is, the Web Client UI) when you work with products. A new assignment block for variant-creating characteristic values displays this classification data.


The SAP CRM business adapter object ATTRIBUTE is enhanced in SAP CRM to support the download and storage of characteristic master data related to the Retail-specific class type 026. The download of the characteristic master data is a prerequisite to use the enhanced download functionality for generic article master data.

The existing download of generic article master data and variants master data from SAP Retail (SAP ERP) to SAP CRM is enhanced to support the download and storage of the variant-creating classification data used by generic articles and variants. The classification data is stored in a new set type ISR_VARCR_CHAR (for variant-creating characteristic values).

In addition, a new hierarchy ISR_ARTCAT (for article categories) is created in the background when the initial download of business adapter object DNL_CUST_PROD1 is started. The creation of this hierarchy is necessary to transfer the supported SAP ERP hierarchies (R3MATCLASS for material groups, R3PRODHIER for product hierarchy, and R3PRODSTYP for product subtypes) to SAP CRM. This Retail-specific hierarchy represents the article categories used in SAP Retail (SAP ERP) to structure the articles into single articles, generic articles, variants, and so on. In addition, the new set type ISR_VARCR_CHAR is assigned to the new hierarchy for those nodes which represent generic articles and variants (to be able to store the classification data for this kind of article categories only). During the download of business adapter object MATERIAL, all articles (depending on their article category) are assigned to the corresponding node within the new hierarchy. Therefore, the creation of this new hierarchy ISR_ARTCAT is another prerequisite to use the new storage functionality for classification data on generic article and variants level.

When generic articles and variants already have been transferred to SAP CRM, a new initial load for the following business adapter objects is needed to replicate the missing classification data into the new set type:

DNL_CUST_PROD1

ATTRIBUTE

MATERIAL

The new download of product master data (business adapter object PRODUCT_MAT) from SAP CRM to the SAP NetWeaver MDM Product Catalog is enhanced to support the data replication of generic article and variant-specific product master data, including the classification data (used characteristics and characteristic values). In addition, the download of characteristic master data from SAP CRM to the SAP NetWeaver MDM Product Catalog is provided using the new business adapter object ATTRIBUTE_MDM.


The business adapter object ATTRIBUTE needs to be configured in SAP CRM middleware to allow initial and delta download for characteristic master data. As the business adapter object ATTRIBUTE depends on the parent business adapter object CLASS, this object also needs to be prepared for middleware downloads.

When data replication from SAP CRM to the SAP NetWeaver MDM Product Catalog is required, you must do the necessary setup to connect the SAP NetWeaver MDM Product Catalog as a new site to SAP CRM using SAP CRM middleware functionality (transaction SMOEAC).


You enable delta replication between SAP CRM and the SAP NetWeaver MDM Product Catalog in Customizing for SAP CRM under Customer Relationship Management -> SAP Web Channel Experience Management -> Basic Settings -> Catalog -> Enable Delta Synchronization to SAP NetWeaver MDM.

You define the MDM port assignments for the different business adapter objects used for data transfer from SAP CRM to the SAP NetWeaver MDM Product Catalog and to optionally define filter criteria for the single subscriptions in Customizing for SAP CRM under Customer Relationship Management -> SAP Web Channel Experience Management -> Basic Settings -> Catalog -> Define SAP NetWeaver MDM Port Code

and Filter Criteria.

See also

SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/ecc. Choose a release. In SAP Library, choose Business Functions (Release) -> Business Functions in SAP ERP -> Enterprise Business Functions -> Logistics -> Trade -> Retail, Master Data Integration in CRM 01.

SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/ecc. Choose a release. In SAP Library, choose Business Functions (Release) -> Business Functions in SAP ERP -> Enterprise Business Functions -> Logistics -> Trade -> Retail, Master Data Integration in CRM 02.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release. In SAP Library, choose Business Functions for SAP Customer Relationship Management -> Master Data -> Retail Master Data Integration.

Business Function SAP Web Channel Experience Management 3.0 for SAP CRM

CRM_WEB_CHANNEL_3: SAP Web Channel Experience Management 3.0 for SAP CRM (New)

Use

As of the following releases, the business function SAP Web Channel Experience Management 3.0 for SAP CRM (CRM_WEB_CHANNEL_3) is available:



This business function allows you to use SAP Web Channel Experience Management 3.0 with an SAP CRM back end.

The SAP Web Channel Experience Management 3.0 for SAP CRM (CRM_WEB_CHANNEL_3) business function provides the back-end connectivity required to deploy the application on an SAP CRM back end. If you want to use SAP Web Channel Experience Management 3.0 (application component Web Channel, WEC) with an SAP CRM back end, you must activate this business function.

SAP Web Channel Experience Management is an application that is not part of SAP CRM. It is separately licensed and must be separately installed. When installed and deployed on an SAP CRM back end, SAP Web Channel Experience Management enables you to create and deploy Web shops as the foundation for an e-commerce, e-marketing, and e-service solution tailored to your individual needs. You can quickly set up attractive Web shops that are fully integrated in back-end transaction processing. The product catalog used for SAP Web Channel Experience Management is based on SAP NetWeaver Master Data Management (SAP NetWeaver MDM).

As of release 3.0 of SAP Web Channel Experience Management, the following main new features are available:

SAP NetWeaver MDM product catalog: product views; product comparison; sorting and filtering of products by price or product rating

User management: delegated user administration; self-registration in the contact scenario

E-commerce: product configuration; requests for quotation and quotations; shopping templates

For more information, see SAP Library for SAP Web Channel Experience Management on SAP Help Portal at http://help.sap.com/wec. Choose release 3.0 and then Application Help. In SAP Library, choose What's New in Release 3.0?


The following Customizing activities were added under Customer Relationship Management -> SAP Web Channel Experience Management:

Basic Settings -> User Management -> Set Up List of Authorization Roles

Basic Settings -> User Management -> Business Add-Ins (BAdIs) -> BAdI: Self-Registration

See also

SAP Library for SAP Web Channel Experience Management on SAP Help Portal at http://help.sap.com/wec

Master Guide and Installation Guide for SAP Web Channel Experience Management on SAP Service Marketplace at http://service.sap.com/wec-inst

Interaction Center

Business Function HCM, Shared Services Interaction Center CRM

CRM_SSC_EIC_1: HCM, Shared Services Interaction Center CRM

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function HCM, Shared Services Interaction Center CRM is available. With this business function, the Multi-functional Shared Services Framework is now further integrated with the ERP systems in relation to the Employee Self-Service (ESS) on behalf scenarios. The EIC agents can now use object types ESS On Behalf: Benefits and ESS On Behalf: Payments, along with those previously delivered.

This can be done by launching the respective ESS area page from the business context tab of the Service Request creation view. Once completed, the service can then be linked to the service request.

The newly available ESS services, in the business context, are Benefits and Payments. These launch the ESS applications, as configured in the launchpad role ESS and instance ESS_ONBEHALF.

Execute Employee Self-Service on Webdynpro ABAP (ESS) applications on behalf of the employee

The Employee Interaction Center agent can initiate and process requests, on behalf of an employee, from within the Service Request in the Business Context view.

The following functions are available for this object type:

The agent can start a new Benefits area page for an employee. To do this, the agent selects an application from the list in the ESS area page. The system opens the appropriate application with the employee data from the ERP system. The agent can view or edit the master data appropriately. After the data has been saved, the system creates the changes in the ERP system and links it to the CRM service request. This link is only possible only if the ESS application is activated for data tracking of self-services.

The area pages launch the ESS applications, as configured in the launchpad role ESS and instance ESS_ONBEHALF.

Agents can process ESS applications in the CRM Shared Services Framework (SSF) on behalf of an employee only if the appropriate authorizations, required for each application, are assigned to the agent role.

See also

For more information on the Shared Services Interaction Center see the SAP Library for SAP Customer Relationship Management in SAP Business Suite on SAP Help Portal at http://help.sap.com/ -> SAP Customer Relationship Management -> Interaction Center WebClient -> Shared Services Framework -> Employee Interaction center.

Business Function IC Inbox Extensions and Acceleration

CRM_IC_INBOX_ACC: Business Function IC Inbox Extensions and Acceleration (New for SP06)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, the business function IC Inbox Extensions and Acceleration (CRM_IC_INBOX_ACC) is available.

You can use the business function IC Inbox Extensions and Acceleration to activate the accelerated search for the agent inbox (inbox).

To use the business function IC Inbox Extensions and Acceleration (CRM_IC_INBOX_ACC), you must ensure that the following requirements have been met:

SAP HANA is your primary or secondary database.

You have activated the business function IC Inbox Extensions (CRM_IC_INBOX).

For more information, see the release note CRM_IC_INBOX: Business Function IC Inbox Extensions.

You have installed the add-on SAP HANA CRM IC INBOX ACC and set up the accelerated inbox search.

For more information, see SAP Library on SAP Help Portal at http://help.sap.com/crm -> <Choose a release> -> Application Help -> Interaction Center -> Interaction Center WebClient -> Agent Inbox in the Interaction Center WebClient -> Accelerated Inbox Search -> Setting Up the Accelerated Inbox Search.

Availability of Accelerated Inbox Search

The accelerated inbox search is available for the following inbox item types:

Inbox Item: Workitem - Inbound Email, Fax and Letter

Inbox Item: OneOrder - business transactions that belong to SAP Customer Relationship Management (SAP CRM)

Inbox Item: Case

The following search attributes are not supported by the accelerated inbox search:

Category ID

Checklist Step Partner Function

Checklist Step Partner ID

Checklist Step Execution Status

Checklist Step Status

Accelerated Search Integrated with Non-Accelerated Search

The accelerated inbox search is integrated with the non-accelerated inbox search. The non-accelerated search is used as an alternative. The following system checks and resulting system responses apply:

Is the accelerated search activated?

If the accelerated search is not activated, the non-accelerated search is used.

Are all of the selected main categories (inbox item types) supported by the accelerated inbox search?

If not all selected main categories are supported, the non-accelerated search is used.

Is the connection with the SAP HANA database established?

You can define in Customizing for the inbox whether the non-accelerated search is automatically used if an exception occurs during this check or whether the search is canceled.

Are the selected search attributes supported by the accelerated inbox search?

If not all selected search attributes are supported by the accelerated inbox search, the non-accelerated inbox search is used.

Search Traceability

A search processing log has been introduced that consolidates various detailed search messages, such as which search attribute is not supported by which main category, in a structured way. The processing log can be accessed using a corresponding button in the result toolbar.

In addition to the entries in the processing log, the following general messages are displayed on the UI, as appropriate:

Search could not be performed

Search has been only partially performed

Accelerated search could not be performed; non-acc. search was used

For each of the messages above, a long text is provided that informs the user about the possible causes for the search behavior. This enables the user to understand the search behavior and to tailor future searches accordingly, or to contact the system administrator, as required.

Reserved Search Attribute

You can use the new Reserved search attribute in the accelerated inbox search, with the search attribute values Yes and No, to search for inbox items that are reserved or not reserved by an employee.

For example, interaction center (IC) supervisors can easily retrieve all inbox items that have not yet been picked by an agent, by combining the Assigned to: My Groups search attribute with the Reserved: No search attribute. Similarly, IC agents can retrieve all inbox items that they have reserved.

Note that the Reserved search attribute cannot be used in combination with the Employee Responsible search attribute.

Business Transaction Table

A predefined business transaction table is included in the standard system, for the accelerated inbox search. The business transaction table contains the search attributes and result attributes used by the inbox that are relevant for business transactions. In addition, during the data upload to the business transaction table, the settings in the following inbox Customizing activities are evaluated:

Define Item Types for Searches

Map Item Status to Inbox Status

Map Business Transactions to Responsible Employees and Groups

The business transaction table is found in the SAP HANA content for the accelerated inbox search, in the attribute view AT_ORDER.

You can perform the initial data load for the complete business transaction table or for specific

main categories. You do this in the SAP GUI, on the SAP Easy Access screen under Interaction Center -> Interaction Center WebClient -> Administration -> Agent Inbox -> Load Business Transaction Data for Accelerated Search.

Inbox Work Distribution Dashboard

You can use the Inbox Work Distribution dashboard (SAP BusinessObjects) to display information about your business for analysis and monitoring purposes. You can access the Inbox Work Distribution dashboard from the Managing Operations work center.

In the Inbox Work Distribution dashboard, the following perspectives of the workload are available:

Inbox work distribution overview

You can display the following information. Note that the various analyses are independent of each other:

- Not Completed Assigned Items by Priority

- Not Completed Assigned Items by Main Category

- Not Completed Assigned Items by Due Date

- Not Completed Assigned Items by Creation Date

Inbox work distribution by employees

You can display the following information. Note that the last three analyses are dependent on the first analysis:

- Not Completed Items by Employee You can display this information using the following perspectives: Total Priority Status

- Not Completed Items by Main Category

- Not Completed Items by Creation Date

- Not Completed Items by Due Date

The data displayed in the dashboard is restricted to the groups that are assigned to the current user in organizational management. Moreover, it is not possible to upload documents or document contents to the dashboard. The inbox can be launched from the Inbox Work Distribution dashboard.

Note that the Inbox Work Distribution dashboard is only available in English and German. The dashboard cannot be translated using transaction SE63: Translation into other languages has to be done on a project basis.


You make the Customizing settings for the accelerated inbox search in Customizing for Customer Relationship Management under Interaction Center WebClient -> Agent Inbox -> Define Inbox Acceleration Profiles.

See also

SAP Library on SAP Help Portal at http://help.sap.com/crm -> <Choose a release> -> Application Help -> Business Functions for SAP Customer Relationship Management -> Interaction Center -> IC Inbox Extensions and Acceleration Short text

Business Function IC Inbox Extensions

CRM_IC_INBOX: Business Function IC Inbox Extensions (New for SP06)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, the business function IC Inbox Extensions (CRM_IC_INBOX) is available.

You can use this business function to activate the following agent inbox (inbox) features:

Inbox search

For information about the new and enhanced search features, see the release note CRM_IC_INBOX: Search (Enhanced).

Inbox result list

For information about the new and enhanced result list features, see the release note CRM_IC_INBOX: Result List (Enhanced).

Inbox is available for business roles with the profile type CRM WebClient Business Role

In addition to business roles with the profile type IC WebClient Business Role, you can now also use the inbox in non-IC business roles with the profile type CRM WebClient Business Role.

Note that the following inbox functions are not available for business roles with the profile type CRM WebClient Business Role:

- Interact

- Link

- Next Item

- Displaying e-mails, fax messages, and letters

- Asynchronous search

Inbox is available in the IC Manager role

You can launch the inbox from the Managing Operations work center. The IC Manager role can search for objects and use various result toolbar functions.

See also

SAP Library on SAP Help Portal at http://help.sap.com/crm-core -> <Choose a release> -> Application Help -> Business Functions for SAP Customer Relationship Management -> Interaction Center -> IC Inbox Extensions

CRM_IC_INBOX: Search (Enhanced)

Use

As of the following releases and support packages, business function IC Inbox Extensions (CRM_IC_INBOX), you can use new and enhanced search features for the agent inbox (inbox):



The following new and enhanced search features are available:

Alignment of Standard Inbox Search and Advanced Inbox Search

The standard inbox search and the advanced inbox search have been aligned in terms of functions and screen areas to improve usability:

Standard search:

- The Inbox Search area has been renamed to Search Criteria.

- The Quick Search field has been moved above the Search Criteria area of the inbox. Since the Quick Search field no longer belongs to the Search Criteria view, the field is not available in the UI configuration.

- You can show and hide the Search Criteria area of the inbox, using Show Search Fields and Hide Search Fields.

- Search fields for multilevel categorization The search for categories is done based on the Category ID field using an input help. The Category field has been renamed to Category Description and is display only.

Advanced search:

- Quick search Quick searches are performed upon selection, and the Go button has been removed. The Quick Search field has been moved to the left of the Inbox page. The Quick Search field is not available in the UI configuration.

- Search fields for multilevel categorization The search for categories is done based on the Category ID field using an input help. The Categorization field has been renamed to Category Description and is not available as a search field.

Additional Search Attributes

The following new search attributes are available:

Created By

Employee Responsible For example, this search attribute provides the option of searching for all work items (e-mail, fax, and letter) that are in process by the respective employee responsible.

Note that these search attributes cannot be used in combination with the search attribute Assigned To.

Search Attribute Validity Check

The following attribute validity check has been implemented to improve search performance and to prevent unclear search results:

If a main category cannot be combined with a selected search attribute, the main category is

excluded from the search. For example, a search involving the main category E-Mail in combination with the Checklist ID search attribute is not valid, and the search is not performed.

This system behavior also applies if only one main category has been selected or if no main category has been selected. In the latter situation, the validity check is performed for all main categories that are defined for the corresponding inbox profile in Customizing, and the search is performed for all main categories that have passed the validity check.

Search Traceability

A search processing log has been introduced that consolidates various detailed search messages, such as which search attribute is not supported by which main category, in a structured way. The processing log can be accessed using a corresponding button in the result toolbar.

In addition to the entries in the processing log, the following general messages are displayed on the UI, as appropriate:

Search has been only partially performed

Search could not be performed

For each of the messages above, a long text is provided that informs the user about the possible causes for the search behavior. This enables the user to understand the search behavior and to tailor future searches accordingly, or to contact the system administrator, as required.

See also

Release note CRM_IC_INBOX: Business Function IC Inbox Extensions

Release note CRM_IC_INBOX: Result List (Enhanced)

SAP Library on SAP Help Portal at http://help.sap.com/crm-core -> <Choose a release> -> Application Help -> Interaction Center -> Interaction Center WebClient -> Agent Inbox -> Inbox Search

CRM_IC_INBOX: Result List (Enhanced)

Use

As of the following releases and support packages, business function IC Inbox Extensions (CRM_IC_INBOX), you can use new and enhanced result list features for the agent inbox (inbox):



The following new and enhanced result list features are available:

Configurable Result Toolbar

You can configure the result toolbar according to your business needs for business roles with the profile type IC WebClient Business Role and for business roles with the profile type CRM WebClient Business Role:

Toolbar buttons

You can define the following for each button:

- Description

- Label

- Tooltip

- Icon

- Availability of button for use in business roles with the profile type IC WebClient Business Role, in business roles with the profile type CRM WebClient Business Role, or both (providing the button function is available in the corresponding business role)

You can also add user-defined buttons.

Toolbar profiles

You can define toolbar profiles for IC business roles and for other CRM core business roles.

You can define the following for each profile:

- Which buttons are available

- Button order

- Button grouping You can group buttons using separators.

- Whether the label, icon, or both are displayed for the button

If you do not define toolbar profiles for your business roles, the system uses default profiles.

Existing forwarding function

The existing forwarding function has been moved to the result toolbar as a Forward menu button that provides access to the function from a dropdown menu. The actual function is unchanged.

Extended forwarding function

A separate Forward toolbar menu button is available that provides access to the new extended forwarding function from a dropdown menu.

In addition to forwarding to the recipients defined in the transaction Assign Recipient Profile for Forwarding to Inbox Profile, the function can also be used to perform a general employee search and organizational unit search, including forwarding to other employees or organizational units (for example, agent groups).

Existing reference function

The existing reference function has been moved to the result toolbar as a Reference menu

button that provides access to the function from a dropdown menu. The dropdown menu contains the entries from the activity clipboard. The actual function is unchanged.

Extended reference function

A separate Reference toolbar menu button is available that provides access to the new extended reference function from a dropdown menu.

The dropdown menu provides the entries from the Recent Items and access to a business transaction search that can be used to reference business transactions that are not contained in the Recent Items.

Extended reset reservation function

A separate new Reset Reservation toolbar button is available that can be used to reset the reservation of inbox items on behalf of other users. For example, the button could be used by IC supervisors to reset inbox items on behalf of IC agents, if required.

Refresh

The new Refresh button enables the user to repeat a search without expanding the Search Criteria view and choosing the Search button.

Preview

The new Preview On / Preview Off toggle button enables users to display a preview of the currently selected e-mail, fax message, and letter. The preview is displayed below the table chart area. The preview does not provide follow-up buttons, such as Reply and Forward.

Processing log

The Show Log button provides access to the new search processing log. For more information, see the Search Traceability section in the release note CRM_IC_INBOX: Search (Enhanced).

Result List Attributes

Naming Convention for Result List Attributes

New result list attributes are available, and the following naming convention has been introduced:

If the result list attribute represents an icon, ID, name, or description, this has been noted in brackets in the attribute name:

Main Category (Icon)

Main Category (ID)

Main Category (Description)

If the result list attribute represents a combination of the ID and the description of the object in question, only the attribute name is used without further explanations in brackets. For example, the result list attribute Main Category represents the main category ID and description.

If the result list attribute represents a time specification, the following applies:

If the result list attribute represents the date, the preposition On is used in the attribute name, for example Due On.

If the result list attribute represents the time, the preposition At is used in the attribute name, for example Due At.

If the result list attribute represents the date and time, both prepositions are used in the attribute name, for example Due On/At.

If the result list attribute represents an icon, this is not noted in the attribute name, for example Overdue.

Note that to adhere to the naming convention, some existing result list attributes, search

attributes, and sort attributes have been renamed in the form of a correction, independent of business function CRM_IC_INBOX.

New Result List Attributes

The following new result list attributes are available (the list is structured thematically):

Item identification

- Main Category (Icon)

- Main Category

Origin of work items

- Sender Address

- Recipient Address

Involved parties

- Created By (ID)

- Created By (Name)

- Employee Responsible (ID)

- Employee Responsible

- Group Responsible (ID)

- Group Responsible

- Account

- Contact

Time specification

- Last Updated On/At

- Last Updated On

- Last Updated At

- Received On/At

- Received On

- Received At

- Due On

- Due At

- Overdue

Importance

- Status (ID)

- Status

- Priority (ID)

- Priority

External reference

- Logical System (Description)

- Logical System

- Company (Description)

- Company

Multilevel categorization

- Categorization (IDs)

- Categorization (Descriptions)

Checklist

- Checklist (ID)

- Checklist (Description)

- Checklist


Existing forwarding function

The existing forwarding function has been moved to the result toolbar as a Forward menu button that provides access to the function from a dropdown menu. The actual function is unchanged.

Existing reference function

The existing reference function has been moved to the result toolbar as a Reference menu button that provides access to the function from a dropdown menu. The dropdown menu contains the entries from the activity clipboard. The actual function is unchanged.

New result toolbar buttons are available

New result list attributes are available


You make the Customizing settings for the configurable result toolbar in Customizing for Customer Relationship Management under Interaction Center WebClient -> Agent Inbox -> Define Inbox Toolbar Profiles.

See also

Release note CRM_IC_INBOX: Business Function IC Inbox Extensions

Release note CRM_IC_INBOX: Search (Enhanced)

SAP Library on SAP Help Portal at http://help.sap.com/crm-core -> <Choose a release> -> Application Help -> Interaction Center -> Interaction Center WebClient -> Agent Inbox -> Inbox Result List

Analytics

Business Function Performance Improvement of CRM Data Extraction

CRM_ANA_NDS: Performance Improvement of CRM Data Extraction (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Performance Improvement of CRM Data Extraction (CRM_ANA_NDS) is available. You can use this business function to accelerate the initial upload of high-volume business data to SAP NetWeaver Business Warehouse (NetWeaver BW). The accelerated initial upload is enabled for the following NetWeaver BW DataSources:

CRM Opportunity Item (0CRM_OPPT_I)

Activities (0CRM_SALES_ACT_1)

This business function also enables the upload of business data to external systems, based on the following CRM interactive reporting DataSources:

OLTP Opportunity transactional data (/CRMBW/OLTP_OPPORTUNITY_ITEM)

OLTP Activity transactional data (/CRMBW/OLTP_ACTIVITY)


NetWeaver BW extraction for customer extensions

When you use an external interface (XIF) connection, the accelerated initial upload provides only the following transaction history information (for the above NetWeaver BW DataSources):

Status

Appointment

Partner

Activation of Secondary Index

For an initial upload with accelerated retrieval of transaction history data, we recommend activating the following secondary indexes in the view Additional attributes: Object interlinkage VONA (CRMD_BRELVONAE):

Search for predecessors (PRE)

Search for successors (SUC)


You make the Customizing settings for this function in Customizing for Customer Relationship Management under CRM Analytics -> Set Parameters for Accelerated CRM BW Data Extraction.

Business Function Segmentation of BW Data with BW Accelerator

CRM_MKT_SEG_BWA: Business Function Segmentation of BW Data with BW Accelerator (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Segmentation of BW Data with Business Warehouse Accelerator (CRM_MKT_SEG_BWA) is available.

B2C marketing scenarios usually handle large data volumes where newsletters and special campaigns, for example in loyalty programs, are addressed to millions of customers. High-performance selections on large data volumes are required, so that the targeted customers can be contacted via the selected communication channel such as e-mail or SMS.

This business function takes advantage of the new SAP NetWeaver Business Warehouse Accelerator technology in order to provide improved performance when using large business partner and analytical data volumes from SAP NetWeaver BW for segmentation.


Segmentation of BW Data Using SAP NetWeaver BWA

You can use this business function to access, within high volume segmentation, all data that you have loaded to SAP NetWeaver Business Warehouse Accelerator (BWA). It is currently possible to load master data InfoProviders and InfoCubes to SAP NetWeaver BWA. If you want to use DataStore objects (DSOs), you must first update them into an InfoCube, and then load them to SAP NetWeaver BWA. Using query snapshot indexes (QSI), you can also load query results to SAP NetWeaver BWA; to do so, use transaction RSDRCRM_SEG_QSI in SAP NetWeaver BW.

When you create a data source for a large data volume, you can use the new origin type BW InfoProvider, so that you can access BW data when segmenting a large data volume. In the input help, you see all InfoProviders that are available in SAP NetWeaver BWA for segmentation.

Even if millions of data records are used, high system performance is guaranteed, without the need to import CSV files or pre-aggregate data.

Graphical Display for Distribution of Attribute Combinations

In addition to displaying the distribution of individual attributes, you can display the distribution of attribute combinations. There are three different layouts available to you for this. Each attribute combination is displayed in a box, which appears larger or smaller depending on the number of business partners to whom this attribute combination applies. This means that you can easily see, for example, how many business partners with sales over 1000 USD have bought products from the product category Electronics in the last 12 months, and whether more or fewer have bought products from product category Appliances.

Compound Characteristics and Characteristics Hierarchies

You can use compound characteristics from SAP NetWeaver BW as selection criteria. This involves characteristics that are dependent on a reference characteristic, and the system treats them as logical units, for example Region and Country.

The individual hierarchy levels from BW characteristics hierarchies are also available to you as a selection criterion.

Execution Flowchart

The execution flowchart pertains to an analysis tool: The flowchart visualizes the steps that the system goes through when it calculates the number of business partners in a segment. Step by step, you can follow what happens during the execution of individual filters and actions; you can precisely read not only the individual actions and operations, but also the calculation time required for each. The execution flowchart helps in error analysis or

analysis of performance problems.

Drag and Drop from the Distribution Graphic to the Segmentation Model (Classic, TREX, and BWA)

This function is available for all types of segmentation, that is, for classic segmentation, high-volume segmentation (TREX), and BWA.

You can drag a sector or bar from the distribution graphic (pie chart or bar chart) for an attribute to the segmentation model, using drag and drop. The system then takes the selection criteria into the segmentation model.


You need to have installed SAP NetWeaver BW 7.30 SP02 with Business Warehouse Accelerator 7.20, revision 10.


Define Settings for SAP NetWeaver BW Integration

Business Function Interactive Reporting: Report Area for Sales Agreement

CRM_ANA_SLSAGR: Interactive Reporting: Report Area for Sales Agreement (New for SP05)

Use

The business function Interactive Reporting: Report Area for Sales Agreement (CRM_ANA_SLSGR) is available as of the following releases:



The business function provides the new report area Sales Agreement.


To map report areas in CRM interactive reporting to business roles use the settings under Customizing for Customer Relationship Management under CRM Analytics -> Map Report Areas to Business Role.

Business Function Interactive Reporting Based on SAP HANA VDM

CRM_ANA_VDM: Interactive Reporting Based on SAP HANA VDM (New for SP05)

Use

As of SAP enhancement package 2 (SP05) for SAP CRM 7.0, the business function Interactive Reporting Based on SAP HANA VDM (CRM_ANA_VDM) is available.

The business function SAP BusinessObjects Integration and CRM Interactive Reporting (CRM_ANA_BOB ) is a prerequisite for using this business function.

This business function (CRM_ANA_VDM) provides new reports and the following new report areas based on SAP HANA VDM:

Sales

- Sales Quotations (based on SAP HANA VDM)

- Sales Orders (based on SAP HANA VDM)

- Sales Contracts (based on SAP HANA VDM)

- Sales Performance Management (based on SAP HANA VDM)

- Opportunities (based on SAP HANA VDM)

- Activities (based on SAP HANA VDM)

- Interaction Records (based on SAP HANA VDM)

Marketing

- Marketing Contact Tracking (based on SAP HANA VDM)

- Campaigns (based on SAP HANA VDM)

- Leads (based on SAP HANA VDM)

Queries for CRM Interactive Reporting Based on SAP HANA VDM

The following queries are available for CRM interactive reporting based on SAP HANA VDM:

Sales Quotations Query (/CRMBW/SLQ_V01_001)

Sales Orders Query (/CRMBW/SLO_V01_Q0001)

Sales Contracts Query (/CRMBW/SLC_V01_001)

Sales Performance Management Query (/CRMBW/CRM_V04I_Q004)

Opportunities Query (/CRMBW/CRM_V04I_Q001)

Activities Query (/CRMBW/CSAL_V01_Q0001)

Interaction Records Query (/CRMBW/CSAL_V01_Q0002)

Marketing Contact Tracking Query (/CRMBW/MCT_V01_Q01)

Campaigns Query (/CRMBW/CRM_MCV1_Q0001)

Leads Query (/CRMBW/MKTG_V01_Q0001)


You make the Customizing settings for this function in Customizing for Customer Relationship Management under CRM Analytics -> Interactive Reporting -> SAP HANA VDM.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> <Choose a release> -> Application Help -> Business Functions for SAP Customer Relationship

Management -> Analytics -> Interactive Reporting Based on SAP HANA VDM.

Country-Specific Functions

Business Function Golden Tax China

CRM_LOC_CN_1: Golden Tax China (New for SP08)

Use

As of the following releases, the business function Golden Tax China (CRM_LOC_CN_1) is available:



You can use this business function to generate VAT invoices that have GT numbers issued by the government-owned Golden Tax System (GTS).

To facilitate these requirements, this business function offers the following features:

Creation of Golden Tax Documents from VAT Invoice

When a VAT invoice is created, the system checks whether it contains multiple tax rates and whether its net amount is greater than the maximum VAT invoice amount specified for that billing type by the tax law. If these conditions are true, the system splits the invoice into Golden Tax (GT) documents so that each document contains items having the same tax rate and its net amount does not exceed the maximum VAT invoice amount.

Download of Golden Tax Documents From the CRM web portal, you can save the details of selected GT documents to a text file, which can then be sent to GTS.

Upload of Golden Tax Numbers

When GTS sends back a text file with GT numbers, you can update the corresponding GT documents by uploading the file to the CRM system from the web portal.

Cancellation of Golden Tax Documents

You can cancel a GT document before or after a GT number is issued for it. This can be done either at the invoice level in the CRM system, or on the CRM web portal, or by GTS.


You must make settings for Golden Tax China in the CRM system in Customizing for Customer Relationship Management under Billing -> Country-Specific Functions -> China.

SAP CRM for Industries: Contract Accounts Receivable and Payable

Business Function FCC and Dispute Management for Contract AR/AP

CRM_FCA_1: Business Function FCC and Dispute Management for Contract AR/AP

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function FCC and Dispute Management for Contract AR/AP (CRM_FCA_1) is available. This business function provides the following functions:

Enhancements in Financial Customer Care (FCC) and Dispute Management

- A new view to display bills that have been created in SAP Convergent Invoicing (SAP CI) allows you to display bills in the Interaction Center Web Client without additional integration effort.

- An option to update SAP Convergent Invoicing bills with information that a dispute has been created for that particular bill. Previously, no standard function for displaying Convergent Invoicing bills in the IC Web Client was available (except by connecting SAP Convergent Invoicing to SAP CRM via PI).

- You can now create disputes for invoices without retaining the invoice in the SAP CRM System (changes of invoices after retaining the invoice were not-notified).

- You can now use a standard function to send information about a dispute for a particular bill to the billing system.

Enhancements in Collection Management in the Interaction Center When creating new installment plans, you can:

- Overrule the setting of the Calculate Interest indicator

- Add installments

- Delete installments

- Change the amount of installments

- Change the net due date of installments

When you change existing installment plans, you can:

- Add installments

- Delete installments

- Change the amount of installments

- Change the due date of installments

- Change the deferral date of installments

- Decide whether to recalculate the interest

When creating or replacing a promise to pay, you can create and print correspondence.

An installment plan detail view gives you the option of entering an individual installment amount and a due date when you create the installment plan. Changes of calculated

installments (based on the installment plan category entered) were only possible once the installment plan was created.

Collective Bill Business Agreements in the SAP Interaction Center A new search for business agreements (collective bill business agreements, individual business agreements) and a new business agreement detail view to display Information about collective bill business agreements or referencing business agreements provide the following options:

- You can create collective bill business agreements in the SAP IC Web Client.

- You can assign business agreements to a collective bill business agreement as reference business agreements in SAP IC Web Client.

- You can replicate collective bill business agreements from SAP CRM to collective bill accounts in SAP ERP.

Note

All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 enhancement package 6 as the minimum back end requirement.


CRM_FCA_1: Installment Plans in Financial Customer Care

CRM_FCA_1: Promises to Pay in Financial Customer Care

CRM_FCA_1: Displaying Bill Detail Records (New)

CRM_FCA_1: Displaying Billing Documents (New)

CRM_FCA_1: Collective Bill Business Agreement (New)

CRM_FCA_1: Fact Sheet (Enhanced)

CRM_FCA_1: BUAG in Disputes and Adjustment Requests (Enhanced)

CRM_FCA_1: Replication of Dispute Data to ERP (Enhanced)

For further information about release dependency, see SAP Note 746475.


If you use SAP for Telecommunications, activate the following business functions:

Financial Customer Care for Contract AR/AP (CRM_FCA_1)

Telco: Contract Accounts Receivable and Payable 4 (TEL_CA_4)

If you use Contract Accounts Receivable and Payable, activate the following business functions:


Contract Accounting Extensions 4 (FICAX_CI_4)

If you use SAP for Public Sector, activate the following business functions:


PSCD Collections Management 3 (PSCD_COLLECTIONS_MANAGEMENT_3)

If you use SAP for Insurance, activate the following business functions:


SAP for Insurance: Collections/Disbursements 4 (INS_FSCD_CI_4)

CRM_FCA_1: Installment Plans in Financial Customer Care (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the functions for creating and changing installment plans in Financial Customer Care (FCC) have been enhanced as follows:

Calculating Interest Up to now, you have defined in Customizing of the UI role whether the system calculates interest when an agent creates a new installment plan. That is, the setting of the Calculate Interest indicator had been predefined.

Now, agents can overrule the setting of the Calculate Interest indicator when they create new installment plans. If the indicator is set, the system automatically calculates interest when the agent saves the installment plan by choosing the pushbutton Save and Back.

The Calculate Interest indicator is part of the view FicaIpCreate.

Creating New Installment Plans

Up to now, when agents created installment plans the system calculated the installments and their due dates based on the selected installment plan type. Agents could not make any changes to individual installments. Now after calculating the installments, agents have the following options before saving the installment plan:

Adding new installments

Deleting individual installments

Changing the amount and net due date of individual installments

If the indicator Calculate Interest is set, the system automatically recalculates the interest for the changed installments when the agent saves the installment plan.

Modifying Existing Installment Plans For existing installment plans, agents can now:

Change the amount, due date, and deferral date of individual installments by choosing the pushbutton Edit

Add new installments by choosing the pushbutton Add

Delete individual installments by choosing the pushbutton Delete

When the agent saves the modified installment plan, the system does not recalculate interest automatically. The agent has the option of either:

Saving the modified installment plan without recalculating interest by choosing the pushbutton Save and Back

Recalculating the interest when saving the modified installment plan by choosing the pushbutton Save and Update Interest

CRM_FCA_1: Promises to Pay in Financial Customer Care (New)

Use

Up to now, when creating or replacing a promise to pay, agents could only decide whether or not they want to create correspondence. If the agent set the indicator Creation of Correspondence, the system created the correspondence immediately using the printer assigned to their profile.

As of SAP enhancement package 2 for SAP CRM 7.0, agents can now not only decide whether they want to create correspondence, but also whether the system prints the correspondence immediately or at a later point in time.

Using the dropdown list for the Creation of Correspondence, agents have the following options:

No printing If the agent chooses this option, the system does not create any correspondence.

Printing delayed If the agent chooses this option, the system creates a correspondence container in the ERP system which is later processed by the correspondence run.

Print immediately If the agent chooses this option, the system creates a correspondence container in the ERP system and immediately prints the correspondence.

CRM_FCA_1: Displaying Bill Detail Records (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Financial Customer Care for Contract AR/AP (CRM_FCA_1), the Interaction Center WebClient provides a new bill detail records presentment function that enables you to read and display billing detail records (BDR) directly from external billing systems. You can navigate directly to the billing detail records without having to first access the bill presentment documents.

As is also the case for the billing data, it is no longer necessary to retain billing BDRs in the SAP CRM System. The current status of the document is always available.

The ability to read data directly from external billing systems helps agents to provide a reliable and up-to-date service, especially when follow-up processes such as creating a dispute or an adjustment request are required.

By default, the system displays the billing data (including BDRs) from the external SAP Convergent Invoicing System. Alternatively you can use any other external billing systems. Therefore you have to store an external system ID in Customizing and create a Business Add-In (BAdI) implementation to read the billing data.

If you assign an external billing system to a specific business role, the system accesses only data from the billing system you have specified. This means that if you search for reference documents such as for disputes, the system also only searches for objects in the system assigned to the business role.

In the user interface for the bill detail records presentment, you can display customer-specific fields in the bill detail record documents.


When you display billing documents or billing detail records, the system provides the latest version of the relevant document, since it reads this directly from the external system.

Whilst it was previously only possible to see whether a dispute or adjustment request exists at item level of the relevant billing document or BDR, the system now also provides this information at header level. For example, if a dispute exists for a billing item, you can see this in the system both at the header level of the billing document and at the level of the actual billing item.


You make settings in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Bill Display.

By default, the Customizing settings for the business role TELCO_IC offer the new bill presentment application reading data from the external system.

If you want to switch to a different presentment application from the one used in SAP CRM 7.0, Enhancement Package 2, you have to adjust the work center group links for the work center TEL-BILWC. This work center is assigned to the business role TELCO_IC with navigation bar profile TELCO_IC.

You make the settings for this function in Customizing for Customer Relationship Management under UI Framework -> Business Roles -> Define Business Roles.

See also

Main Release Note for the Business Function Financial Customer Care for Contract AR/AP (CRM_FCA_1): CRM_FCA_1: Financial Customer Care for Contract AR/AP (FI-CA)

Detail Release Note: CRM_FCA_1: Displaying Billing Documents (New)

CRM_FCA_1: Displaying Billing Documents (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Financial Customer Care for Contract AR/AP (CRM_FCA_1), the Interaction Center WebClient provides functions for reading billing data with the current document status directly from external billing systems without having to retain this information in the SAP CRM System.

The ability to read data directly from external billing systems helps agents to provide customers with a more reliable and up-to-date service, especially when follow-up processes such as creating a dispute or adjustment request are required.

By default, the system displays the billing data from the external SAP Convergent Invoicing System. Alternatively, you can use any other external billing systems. Therefore, you have to store an external system ID in Customizing and create a Business Add-In (BAdI) implementation to read the billing data.

When you assign an external billing system to a specific business role, the system only accesses data from this billing system. When you search for reference documents, for example in disputes, the system also only searches for objects in the assigned system.

You can display customer-specific fields for the billing documents in the user interface for bill presentment.


When you display billing documents or billing detail records (BDR), the system now always provides you the latest version of the relevant document because it reads these directly from the external system.

Whilst it was previously only possible to see whether a dispute or adjustment request exists at item level for the relevant billing document or BDR, the system now also provides this information at header level. For example, if a dispute exists for a billing item, you can see this in the system both at the header level of the billing document and at the level of the actual billing item.


You make the settings for this function in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Bill Display.

See also

Main Release Note for Business Function CRM_FCA_1: Financial Customer Care for Contract AR/AP (FI-CA)

CRM_FCA_1: Collective Bill Business Agreement (New)

Use

As of SAP CRM 7.0 enhancement package 2, business function Financial Customer Care for Contract AR/AP (CRM_FCA_1), the function of the collective bill business agreement is available.

In SAP ERP, individual contract accounts can be allocated to a collective bill account so that the customer gets one collective bill instead of several individual bills. Now, the integration of the collective bill account into SAP CRM provides you with the possibility to make use of the collective bill business agreement.

In case of activating this replication at a point of time when already collective bill accounts exist in the system, you can upload the already existing collective bill accounts from SAP ERP to collective bill business agreements SAP CRM within a separate step. With that also the relationships of these collective bill business agreements to their referencing business agreements are replicated.


The collective bill in the backend system combines several documents, such as print documents or budget billing requests. The total of these documents is posted statistically to a collective bill account. The collective bill document number and, therefore, the collective bill document (or collective bill plan) are created successively for the creation of posting documents that belong to a collective bill.

This applies to bill documents from invoicing and to partial bill documents for budget billings. If the statistical budget billing procedure is used, the collective bill plan can be created during print document creation for the budget billing requests.


You make the settings for the collective bill business agreement in Customizing for SAP Customer Relationship Management under Master Data -> Business Partner -> Business Agreement in the following activities:

Define Business Agreement Class

Creation of Business Agreement -> Define Sales Channels

Creation of Business Agreement -> Allocate Business Agreement Class

See also

For more information see:

Main release note for business function CRM_FCA_1: Financial Customer Care for Contract AR/AP (FI-CA)

SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm under SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Interaction Center Agent (Utilities Industries) -> Collective Bill Business Agreement.

CRM_FCA_1: Fact Sheet (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Financial Customer Care for Contract AR/AP (CRM_FCA_1), the Interaction Center WebClient provides a new version of the fact sheet for the industry solution Telecommunications.

The new version contains the following functions:

The account overview gives the agent access to the most relevant customer-related information, for example interaction history, account balances, contracts, disputes etc.

The fact sheet views are grouped to provide a better and faster customer overview.

The telco account overview provides a new UI component to display the billing data directly from external billing systems. This view is part of the new bill presentment application reading billing data from an external system. The bill document number in this view provides a link navigation to allow the agents to obtain more detailed information for the single billing document, such as line item data, billing detail records or disputes.

The fact sheet can be accessed using the business role TELCO_IC, navigation bar entry Account Overview. Assign the new Customizing fact sheet ID TELCO_IC_FS to the business role TELCO_IC.


Start the application component by using transaction BSP_WD_CMPWB and the application component BSP_DLC_FS to adjust the fact sheet configuration.

Select the view BSP_DLC_FS/factsheet under Views in the browser component structure. Then choose Configuration.


You make settings in Customizing for Customer Relationship Management under UI Framework -> UI Framework Definition -> Fact Sheet -> Maintain Fact Sheet.

See also

CRM_FCA_1: Financial Customer Care for Contract AR/AP (FI-CA).

SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Management -> Application Help -> SAP CRM for Industries -> Functions in the Interaction Center for Financial Customer Care -> CRM Interaction Center Web Client

CRM_FCA_1: BUAG in Disputes and Adjustment Requests (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1), an enhanced procedure for determining the business agreement is available to you in the dispute and adjustment request application.

If you create a dispute or an adjustment request for a document (bill, billing detail record), the system copies the business agreement for the associated document to the item for the dispute or adjustment request. The system also copies the business agreement for the outbound document into an existing dispute or adjustment request if this is subsequently added to a dispute or adjustment request.

Since each item in a dispute or adjustment request can have a different business agreement, business agreements are no longer managed at document header level.

When searching for business agreements in disputes and adjustment requests, the system can find any document now if the business agreement in question is found in the document header or in at least one item in the document.


Data in the existing document is not affected by these enhancements. System response when searching in existing documents remains unchanged.


The system no longer stores a business agreement at document header level in new dispute and adjustment request documents in the CRM System.

When dispute documents are transferred from the CRM System to the ERP System, the system no longer transfers a business agreement. This is now determined in the ERP (FI-CA) System.

When adjustment requests are transferred from the CRM System to the ERP System, the system still transfers any business agreements that exist. However, the business agreement that is relevant for the posting is now also determine in the ERP (FI-CA) System. Documents can now be transferred even if no business agreement is transferred.

See also

Main release note for business function Integration of SAP CC and SAP CI with the Provider Order.

CRM_FCA_1: Replication of Dispute Data to ERP (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Financial Customer Care for Contract AR/AP (CRM_FCA_1), you can replicate additional data from a CRM dispute to the ERP system.

More information related to disputes that were collected in the CRM system is now available to agents working in the ERP system. This enables accounting specialists, for example, to access financial information and make decisions as to whether a dispute is justified and which measures should be taken.


The CRM user interface is not changed by this enhancement.


The following additional data is replicated to the ERP system:

Priority

Planned end date

Partner (Processor and Responsible)

Disputed objects

Description

Status Cancelled

Texts

Escalation


You make settings for replicating escalation information in Customizing under CRM -> Industry-Specific Solutions -> Telecommunications -> Dispute Management -> Define ERP Dispute Case Integration

Enable Replication of Escalation Reasons In this Customizing activity, you can specify whether you want escalation reasons to be replicated to SAP ERP based on the transaction types for the Dispute Management.

Assignment of Escalation Reasons In this Customizing activity, you can map the escalation reasons from SAP CRM to SAP ERP.

See also

Integration of SAP CC and SAP CI with the Provider Order

SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com -> SAP CRM for Industries -> Functions in Interaction Center for Financial Customer Care -> Dispute Management-> Dispute Cases

SAP CRM for Industries: Financial Services

Business Function Continuous Improvements for FCC, Termination Quote, FSL, Performance (Reversible)

CRM_FS_CI_1: Business Function Improvements for FCC, Termination Quotation, FSL, and Performance (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Improvements for FCC, Termination Quotation, FSL, Performance (CRM_FS_CI_1) is available for SAP Leasing. This business function provides you with the following enhancements and features:

Financial Customer Care (FCC), Interaction Center Account identification with leasing-specific object data: In the SAP CRM Interaction Center you can use this function in the user role Financial IC Agent Leasing (FCC_LEAS) to search for accounts using leasing-specific search parameters.

Change Process Engine (CPE) Enhancement of the change process Change of Partner (CHOP) When you execute the change process Change of Partner (CHOP), you can now change multiple partners with different partner functions at the same time. The standard system provides for the changing of three partners at the same time.

Full Service Leasing: Enablement of service plans with counter-based service intervals If you use service contract products with service orders you can now create service plans with counter-based service intervals for these.

Performance improvements The following features provide improved system performance during the processing of business transactions. They have been implemented for business object BUS2000114 (FS Contract):

- Asynchronous update improves system performance during the Save action, especially when working with large contracts.

- Object buffers of contracts are not initialized (NO_INIT) after the contracts are saved.


WebClient UI

The following new features are visible on the WebClient UI for the business role LEASING (Leasing Manager):

Change Process Engine (CPE): When you choose the change process Change of Partner (CHOP), additional fields with the field labels Partner Function and New Partner Number appear at item level.

Full Service Leasing: Enablement of service plans with counter-based service intervals:

- Service Documents -> Search/Create Service Plans

- Products -> Search/Create Counters

- The new action Create Service Plan With Reference to FS Contract is provided at service item level.


FCC: Account identification with leasing-specific object data The following Business Add-in (BAdI) is provided in standard Customizing: SAP Customizing Implementation Guide -> Customer Relationship Management -> Financial Services -> Leasing -> Settings for Financial Customer Care (FCC) -> Business

Add-Ins -> BAdI: Account Identification (FCC)

Full Service Leasing: Enablement of service plan and counter-based service intervals The following Business Add-in (BAdI) is provided in standard Customizing: SAP Customizing Implementation Guide -> Customer Relationship Management -> Financial Services -> Leasing -> Settings for Service Processes -> Settings for Service Plans -> Business Add-Ins -> BAdI: Creation of Service Plan With Reference to FS Contract

See also

For more information about the new functions for the change process Termination Quotation, see:

Business function description for business function Improvements for Termination Quotation (FICAX_606_LEAS_CI_1).

Release note for business function Improvements for Termination Quotation (FICAX_606_LEAS_CI_1).

Business Function Tax Compliance

CA_FSBP_TAX_C: Business Function Tax Compliance (New for SP05)

Use

As of the following releases and support packages, the business function Tax Compliance is available:

Enhancement package 1 for SAP NetWeaver 7.3, Support Package Stack 06


SAP NetWeaver 7.1, Support Package Stack 16


You can use this business function to store the following results of your tax compliance evaluations in the business partner:

Whether and why a business partner is required to demonstrate tax compliance for a specific tax compliance type and within a specific period

Whether and when the business partner agreed to transfer data to the corresponding tax authorities

You can create, change, and delete this information, and display a history of information. You can use the following options in the following channels to do this:

Dialog

On the Financial Reporting Data tab page, a new group box entitled Tax Compliance is available.

Business Application Programming Interface (BAPI)

- BusinessPartnerFS.FSAddTaxCompliance (BAPI_BUPA_FS_BPTAXC_ADD)

- BusinessPartnerFS.FSChangeTaxCompliance (BAPI_BUPA_FS_BPTAXC_CHANGE)

- BusinessPartnerFS.FSGetTaxCompliance (BAPI_BUPA_FS_BPTAXC_GET)

- BusinessPartnerFS.FSRemoveTaxCompliance (BAPI_BUPA_FS_BPTAXC_REMOVE)

Exchange Infrastructure (XI)

The data type enhancement PartnerFinServInformation of message type ABABusinessPartner now also contains tax compliance data.

Intermediate Document (IDoc)

Message type BUPA_INBOUND_SAVE_M now contains a new data type with a dataset for tax compliance.

Complex Structure

The new BAPIs for tax compliance have now been integrated into complex structure BUS_EI_EXTERN, which is used by function module BUPA_INBOUND_MAIN_SAVE, for example.


To control the display and edit authorizations for tax compliance information online, use authorization object B_BUPA_FDG (Business Partner: Field Groups) for field groups 1776 (Tax Compliance: Overview) and 1777 (Tax Compliance: Reference Date).


You make the Customizing settings for this function in Customizing for SAP Business Partner for Financial Services under Settings for Financial Services -> General Settings -> Tax Compliance. The following new Customizing activities are available:

o Define Tax Compliance Types

o Assign Tax Compliance Types to Countries/Regions

o Define Reasons for Tax Compliance Status

CA_FSBP_TAX_C: Assignment Block Tax Compliance (New for SP05)

Use

As of the following releases, business function Tax Compliance, the new Tax Compliance assignment block is available in the CRM Web Client UI:



This assignment block enables you to store the following results of your tax compliance evaluations with the business partner:

Whether and why a business partner is subject to tax compliance for a certain tax compliance type and within a certain time frame

Whether and when the business partner agreed to his/her data being transferred to the tax authorities

You can create, edit, and delete tax compliance information for business partners. You can also display a history of all tax compliance entries.

See also


Data Sources for Tax Compliance (New)

CA_FSBP_TAX_C: Tax Compliance (New)

DataSources for Tax Compliance (New)

Use

As of the following releases and support packages, DataSources are available for tax compliance:

SAP NetWeaver 7.4



SAP NetWeaver 7.1, Support Package Stack 16


The following new DataSources have been created:

Business Partner: Tax Compliance (0FS_BP_TAXC)

Name of the Reasons for Tax Compliance Statuses (0FS_BP_TAXC_RSN_TEXT)

Name of the Tax Compliance Types (0FS_BP_TAXC_TEXT)

Name of the Agreement Status (0FS_BP_TAXC_AG_ST_TEXT)

Name of the Tax Compliance Status (0FS_BP_TAXC_ST_TEXT)

See also

For more information about tax compliance, see the release note CA_FSBP_TAX_C: Tax Compliance (New).

For more information about Business Intelligence Content (BI Content) for SAP Business Partner for Financial Services, see SAP Help Portal at http://help.sap.com -> SAP NetWeaver -> SAP NetWeaver Business Warehouse -> BI Content. Choose the release and then Application Help. In SAP Library, choose BI Content -> Industry Solutions -> Financial Services -> Banking.

SAP CRM for Industries: Public Sector

Business Function Social Services, 2011

CRM_IPS_4S_3: Business Function Social Services, 2011

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Social Services, 2011 (CRM_IPS_4S_3) is available.

This business function makes the following available to you:

CRM_IPS_4S_3: Financial Customer Care Integration (New)

CRM_IPS_4S_3: Overviews for Planned Payments (New)

CRM_IPS_4S_3: Function "Net Display" in SSP and SDP (Deleted)

CRM_IPS_4S_3: Adapter for Accounting Systems (New)

CRM_IPS_4S_3: Item Proposal Strategy (Changed)

CRM_IPS_4S_3: Eligibility Check (Deleted)

CRM_IPS_4S_3: Eligibility Determination (New)

CRM_IPS_4S_3: Social Service Plan (Changed)

CRM_IPS_4S_3: Decision Flow (New)


When you activate the business function, the system executes an automatic migration run for existing social service plan types. For more information, see the documentation for the program CRM_4S_3_MANUAL_MIGRATION.

See also

For more information, see the business function description in transaction SFW5 or in the SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Social Services, 2011.

CRM_IPS_4S_3: Financial Customer Care Integration (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), you can access data from the accounting system SAP Contract Accounts Receivables and Payable (FI-CA) / SAP Public Sector Collection and Disbursement (PSCD).

To search for an account, Social Services provides the function Account Identification. Based on the search result you can use several modules from the Financial Customer Care (FCC) component that are integrated with the Social Services CRM WebClient UI. FCC provides the following data from the connected accounting system:

Account Balance Overview

Account History

Payment List

Invoice Search


Integration of FCC and FI-CA requires you to make the settings in Customizing for Customer Relationship Management under Interaction Center WebClient -> Industry-Specific Functions -> Integration with Contract Accounts Receivables and Payable (FI-CA).

In addition to the FCC screens that are included the standard system you can integrate additional FCC modules (work center) into the navigation bar. To do this, you can add them in Customizing for Customer Relationship Management under UI Framework -> Technical Role Definition -> Define Navigation Bar Profile.

See also

For more information, see the application help for Social Services in SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services -> Overviews -> Accounting Overviews.


Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), you can access overviews for the planned payments. The system reads data from the following two sources here:

Planned payment data from the net calculation documents

Statuses from SAP Public Sector Collection and Disbursement (PSCD) via the Accounting Adapter

The new overviews provide the following sections:

Search: Planned Payments

Result List

List of Planned Payments for a defined due date

Payment Item Details

You can access the planned payment overviews in two ways:

From the navigation bar

From the Planned Payments button while you are handling and finalizing social service plans and social deduction plans


The new overviews for planned payments replace the previously available Net Display.


You can also optionally define your own status description for the accounting status 01 to 04 that the system copies from PSCD. You maintain them in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector -> Social Services -> Integration -> Maintain Accounting Status of Net Calculation Document. If you do not change the entries, the system uses the default descriptions defined in PSCD.

A Business Add-In (BAdI) can be used to calculate an individual net amount differently from the standard net amount and display it in the Result List of the Planned Payment Overview. The Definition of Individual Net Amount for Planned Payments Overview BAdI can be found in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector -> Social Services -> Integration.

See also

For more information, see the application help for Social Services in SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services -> Overviews -> Planned Payments Overviews.

CRM Release Notes



ERP Release Note

ERP_IPS_4S_3: Adapter for Accounting Systems (New)


Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), the function Net Display in the social service plan and the social deduction plan has been replaced by the new function Planned Payments, which uses the new function Planned Payments Overviews.

See also

For more information, see the application help for Social Services in SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Social Services

-> Social Service Plans

-> Social Deduction Plans

-> Overviews -> Planned Payments Overviews

CRM Release Note



Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), you can use the accounting adapter as part of the Social Services functionality. Whilst the adapter is mainly implemented in the ERP system, in the CRM system it provides the functions to display the accounting status that the adapter receives from SAP Public Sector Collection and Disbursement (PSCD) in the Planned Payments Overview in the CRM WebClient UI.

For display the CRM system uses the definitions you made in Customizing. If you do not change the settings in Customizing, the system displays the descriptions transferred from the accounting system.


In the CRM system, the following Customizing setting is optional:

You can change the descriptions of the accounting status that the accounting adapter delivers to CRM. To do so, make the Customizing settings in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector -> Social Services -> Integration -> Maintain Accounting Status of Net Calculation Document.

See also

For more information, see the application help for Social Services in SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services -> Benefit Calculation and Payment -> Accounting Adapter.

ERP Release Note

ERP_IPS_4S_3: Adapter for Accounting Systems (New)

CRM_IPS_4S_3: Item Proposal Strategy (Changed)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), the item proposal strategy (IPS) has been enhanced so that it can be used differently by the business objects Social application (SOA) and Social Service Plan (SSP):

The IPS is used in social applications to determine social application items from the requested data.

The IPS is used in social service plans to determine entitlement items in eligibility periods with the status Eligible (see release note CRM_IPS_4S_3: Eligibility Determination (new)).

Following Customizing setting changes are now available to take account of the demands of the SOA and SSP business objects:

You must specify an item proposal profile for use with a social application or with a social service plan.

The following two different business add-ins are provided to define BAdI-based IPS rules for social applications and for social service plans:

- BAdI: CRM_PS_IPS_SOA_BADI

- BAdI: CRM_PS_IPS_SSP_BADI

For both BAdIs example implementations are available.

If you are using the Business Rules Framework plus (BRFplus) to define IPS rules, the following new BRFplus objects are available for social applications or social service plans:

CONTEXT_IPS_SOA BRFplus Object for SOA

CONTEXT_IPS_SSP BRFplus Object for SSP

CONTEXT_IPS_ELI BRFplus Object including aggregated

Eligibility Periods for Entitlement

Determination


The new specific business add-ins for social applications and for social service plans have been added to the Customizing activities for the IPS. These two BAdIs are available in the Customizing settings for Customer Relationship Management under Industry-Specific Solutions -> Public Sector -> Social Services -> Basis Settings -> Item Proposal -> Item Proposal Profile -> Business Add-Ins

-> BAdI: Define Item Proposal Strategy for SOA

-> BAdI: Define Item Proposal Strategy for SSP

CRM_IPS_4S_3: Eligibility Check (Deleted)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), the eligibility check, a rule-based check whether a person meets the requirements for a requested benefit program, is replaced by the new function eligibility determination.

For more information about eligibility determination, see the release note CRM_IPS_4S_3: Eligibility Determination (new).


The Customizing activity Define Eligibility Check is deleted from the Social Services Customizing.

The change process G003 (Change of Circumstance), supported by the eligibility check, was deleted from the available change processes.

CRM_IPS_4S_3: Eligibility Determination (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3) the new eligibility determination function is used to determine the eligibility periods within a specific decision period for a social service plan.

An eligibility period specifies whether an applicant meets the criteria for a specific social benefit. The determination of eligibility periods can be performed automatically by the system or can be defined manually by the caseworker. Customer-defined BRFplus or BAdI-based rules are used to process the eligibility determination automatically. The overview and maintenance of eligibility periods is available in the CRM WebClient UI of a social service plan in the assignment block Eligibility Results.

An eligibility period is assigned the status Eligible or Not Eligible. Eligibility periods with the status Eligible are used as the basis for the subsequent processing of the entitlement determination.


The eligibility determination replaces the existing eligibility check function.


You make the settings for the eligibility determination in the CRM Customizing settings for Social Services under Social Service Plan -> Eligibility Determination.

See also

For more information see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Social Services -> Eligibility Determination.

CRM_IPS_4S_3: Social Service Plan (Changed)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3) the following functions have been added to the business object social service plan (SSP):

Decision Category

You must use a decision category as the basis for separating the decision making process into an eligibility decision and an entitlement decision. This allows you to split the caseworker’s workflow in two individual operations.

Each decision (Eligibility Decision and Entitlement Decision) is represented using a separate SSP type. The SSP types are handled sequentially using a predecessor SSP and a successor SSP. Alternatively, you can use the decision category Eligibility & Entitlement Decision to support both decisions in a single SSP type.

Eligibility Determination Profile

The eligibility determination profile contains a strategy to determine eligibility periods within a decision period. The eligibility determination is only supported for an SSP type with the decision category Eligibility Decision and Eligibility & Entitlement Decision. For more information see CRM_IPS_4S_3: Eligibility Determination (new).

Benefit Program

You can assign a SSP type to a benefit program. In SAP CRM the benefit program is a descriptive field for a SSP and identifies a business transaction for a benefit program. In SAP ERP the benefit program is used as a selection criterion for the mass recalculation of entitlement amounts.

Display Gross Entitlement Amounts and Gross Payment Amounts

If gross entitlement amounts and gross payment amounts executed by the mass recalculation program in SAP ERP are recalculated (see release note ERP_IPS_4S_3: Mass Processing for Gross Recalculations), the system displays the current results over the complete SSP decision period covering all gross entitlement amounts and gross payment amounts including the recalculated amounts as a default setting.

Once a mass recalculation has been executed, the calculation history function provides you in the assignment blocks Gross Entitlement Amounts and Gross Payment Amounts with a timestamp-based view of previous single calculation versions:

g) The first date/timestamp is the original calculation point of time for gross entitlement amounts and gross payment amounts before the mass recalculation run.

h) The second date/timestamp and all subsequent date/timestamps reflect the point of time at which a mass recalculation run was executed. Each date/timestamp provides the selective view of the recalculated amounts for those recalculated periods.


You assign the decision category, the eligibility determination profile and the benefit program to the header of an SSP transaction type in the Customizing activity Define Transaction Type.

For more information about the customizing settings for the eligibility determination profile see CRM_IPS_4S_3: Eligibility Determination (new).

You define the benefit programs in the CRM Social Services Customizing settings under Benefit Program -> Define Benefit Program.

See also

For more information about the new or changed SSP functions see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management-> SAP CRM

for Industries -> Public Sector -> Social Services -> Social Service Plan.

CRM_IPS_4S_3: Decision Flow (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), the new function decision flow is provided in the Social Services application in the CRM WebClient UI. The decision flow provides you with an aggregated overview of all related decisions (approved and activated SSPs) that contains the predecessor and successor decisions within a SSP chain.

You can navigate to the decision flow in the CRM WebClient UI from the general data for the business transaction Social Service Plans and the assignment block Decision Flows in the business transaction Cases. When you navigate to a decision flow, the system displays an overview of the following data:

The overall eligibility period and the eligibility status of the decision flow with the statuses Eligible, Eligible with exception, Not eligible. This decision flow display mode can be customized.

All valid eligibility periods within the overall decision period based on approved and activated decision(s).

All entitlement items within the overall decision period.

All gross entitlement amounts for the overall decision period.

Listing of the approved benefit decisions in a decision log.

Listing of the benefit decisions that are currently in process.


SAP supplies default Customizing settings for the display mode for the decision flow. The Customizing activity is available in the CRM Customizing settings for Social Services under Decision Flow -> Define Decision Flow Display Mode.

See also

For more information see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services -> Social Service Plan -> Decision Flow.

CRM_IPS_4S_3: Successor Processing Customer Exit Enhanced (Changed for SP07)

Use

As of SAP enhancement package 2 (SP07) for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), the new BAdI method DEFINE_PARAMETER_CREATION_MODE has been added to the successor processing (SuPr) customer exit (BAdI CRM_PS_SUPR_BADI) used to create social service plans. You can use the new creation method to create a social service plan with your own BAdI implementation and do not therefore have to use the Customizing setting, specified in the corresponding successor processing profile.


The new BAdI method has no influence on your existing SuPr customer implementations.


The new BAdI method has been added to the business add-in CRM_PS_SUPR_BADI (Customizing activity BAdI: Define Processes of Successor Processing).

CRM_IPS_4S_3: New Partner Fields in IPS Customer Exits (Changed for SP07)

Use

As of SAP enhancement package 2 (SP07) for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), additional partner fields have been added to the item proposal strategy (IPS) customer exit for the social service plan. This IPS customer exit supports the entitlement determination for social service plans.

In addition to the existing customer field PARTNER, the following new partner fields are available in the new BAdI method FILL_IPS_LIST_SU for the exporting parameter ET_IPS_LIST:

BENEFICIARY

PAYMENT_RECIPIENT

PARTNER_FCT (Partner Function)


If you do not switch to the business function Social Services, 2011 (CRM_IPS_4S_3) or any newer Social Services business function, the existing BAdI method FILL_IPS_LIST supports the usage of the single partner field PARTNER.


The Business Add-In CRM_PS_IPS_SSP_BADI (Customizing activity BAdI: Define Item Proposal Strategy for SSP) has been enhanced with the new BAdI method and the new partner fields.

SAP CRM for Industries: Telecommunications

Business Function Integration of SAP CC and SAP CI with the Provider Order

CRM_PROVORDERINT_1: Business Function Integration of SAP CC and SAP CI with the Provider Order (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) is available. With this business function, you can set up a complete and integrated end-to-end scenario for Order-to-Cash for prepaid and postpaid services, together with the use of SAP Convergent Invoicing (SAP CI) and SAP Convergent Charging (SAP CC). In addition, the business function provides improvements for provider order handling.

The business benefits of this business function are:

Seamless integrated Order-to-Cash for postpaid and prepaid services

Product Catalog integration with SAP CC

Contract integration with SAP CC and SAP CI

Sales, Order and Contract Management for Prepaid Services

The technical benefit is a pre-delivered integration between SAP CRM, SAP CI and SAP CC.


Product Catalog Integration/Cross Catalog Mapping:

CRM_PROVORDERINT_1: CCM and Charge (Refill) Plan Assignment (New)

CRM_PROVORDERINT_1: Product Replication to FI-CA (New)

CRM_PROVORDERINT_1: Price Conditions for Distribution to SAP CC (New)

CRM_PROVORDERINT_1: Price Version in Pricing of CC-Products (New)

Provider Order and Contract Enhancements:

CRM_PROVORDERINT_1: Cancellation of Options (New)

CRM_PROVORDERINT_1: Creation and Identification of Corporate Accounts in Interaction Center for Telecommunications (New)

CRM_PROVORDERINT_1: Telco: IC Agent Master Role TELCO_IC (New)

Business Agreement and Prepaid Data Handling

CRM_PROVORDERINT_1: Business Agreement in Payment Data Views (New)

CRM_PROVORDERINT_1: Business Agreement Details in Provider Order (New)

CRM_PROVORDERINT_1: Payment Groups for Order Capturing (New)

CRM_PROVORDERINT_1: Prepaid Handling in Sales and Ord. Mgmt. in IC (New)

Provider Contract Integration between SAP CRM - SAP CI - SAP CC:

CRM_PROVORDERINT_1: Reversal of One-Off Charges (Enhanced)

CRM_PROVORDERINT_1: Repl. of Provider Contract Data to SAP CC (New)

CRM_PROVORDERINT_1: Billing Cycle and Determination Rules (New)

Dispute Management:

CRM_PROVORDERINT_1: Customizing for Dispute Management (Enhanced)

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Integration of SAP CC and SAP CI with the Provider Order.

CRM_PROVORDERINT_1: CCM and Charge (Refill) Plan Assignment (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) you can define cross catalog mapping (CCM) versions with a SAP CRM product. The CCM is intended to store product data from marketing-oriented product views other than SAP CRM with the CRM product, for example the billing view in SAP Convergent Charging. The object structures for this can be defined without restriction using product set types. The set types for assigning SAP CC charge plans and the corresponding UI is available for you to maintain charge plan and refill plan assignments with SAP CRM products. The charge plan assignments are the basis for contract replication to SAP CC.

Charge plan and refill plan assignments contain mapping for parameters, technical data, price keys, billing texts, account assignments and counter sharing. Each of these entities can be mapped to different sources of information. These sources include the SAP CC default fixed value entry fields, the product configuration and BRF events.

During contract replication to SAP CC, the charge plan and refill plan assignments are evaluated and the corresponding data is used to create the provider contract in SAP CC.


CCM is embedded in the product maintenance UI and activated by adding the appropriate set types to a product category to which the maintained product is assigned. Existing products are not affected by this.


To activate CCM and charge plan assignment, you must add the appropriate product set types to one or more product categories.

You make the Customizing settings for this function under

Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications -> Master Data -> Products -> Define Settings for Counter Sharing.

Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions -> Technical Resources -> Define Assignment Schema for Technical Resources.

See also

Main release note for business function Integration of SAP CC and SAP CI with the Provider Order

CRM_PROVORDERINT_1: Product Replication to FI-CA (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) the Interaction Center WebClient now provides functions for uploading the product (material or service product) to Contract Accounts Receivable and Payable (FI-CA) in SAP ERP. This means the product data can be used in an integrated scenario, for example to print the product text on an invoice. Only products that are classified as a rate plan or combined rate plan are uploaded.

SAP CRM is used as the leading system for master data in an integrated scenario. This means that you enter and change products in SAP CRM and then replicate these to SAP ERP. SAP ERP only retains the information for the product that you need directly for the business transactions that run in SAP ERP. These are:

Language-dependent texts

Sales area-dependent data


You must activate the business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) in the CRM System.

You must activate one of the following business functions in the ERP System:

Billing in Contract Accounting 2 (FICAX_INV_PP_2)

Billing in Contract Accounts Receivable and Payable (ISU_INV_PP_2)

Media: Content to Cash (MED_INV_PP)

Convergent Invoicing for Telco's (TEL_INV_PP_2)

The subscription for product replication must be assigned to the ERP site in the middleware administration console.


You make the settings for this function in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Master Data -> Products -> Settings for Product Replication to FI-CA.

See also


CRM_PROVORDERINT_1: Price Conditions for Distribution to SAP CC (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) you can integrate recurring charges with SAP CC to replicate relevant price conditions.

In the consume to cash scenario, condition records for recurring charges need to be replicated from SAP CRM to SAP CC. In the SAP CRM product master you can maintain price conditions. Some price conditions represent recurring charges.

SAP CRM pricing determines the (gross or net) prices, discounts and surcharges based on the condition technique. The condition technique allows prices to be defined according to marketing requirements. These marketing requirements are driven by SAP CRM and do not need not to be modeled in SAP CC.

Marketing-driven pricing criteria such as campaigns or customer groups can determine the price conditions of a product. In SAP CRM pricing all master data can be used for price determination. Since not all master data is available in SAP CC, pricing is done in SAP CRM and not in SAP CC. The pricing conditions need to be replicated from SAP CRM to SAP CC since recurring charges are charged in SAP CC.


The business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1), must be activated in the SAP CRM System.

To enable the system to replicate pricing data to SAP CC, a site with the site type CC has to be added using the SAP CRM middleware Administration Console (transaction SOMEAC).

A site has to subscribe to a publication of a BDoc type to trigger the outbound adapter when processing a BDoc in the middleware message flow. Create a new publication or use an existing publication for BDoc type CND_M_SUP and add a subscription to the new site.

You can also use the following reports:

CRM_ISX_CC_CONSISTENCYCHK; to check the consistency of pricing master data in SAP CRM against SAP CC.

CRM_ISX_CC_INITIALLOAD; to perform an initial load of all existing records.

CRM_ISX_CC_GENERATE_OBJECTID; to generate a cross system price key.


You make the settings for this function in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Master Data -> Price Conditions -> Define Price Conditions for Distribution to SAP Convergent Charging.

See also


CRM_PROVORDERINT_1: Price Version in Pricing of CC-Products (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1), you can use the price version as a reference when mapping cross-catalog products.

To model a cross-catalog product, data in SAP CRM is mapped to charge plan data in the SAP Convergent Charging System. Each mapping version has a validity period and is identified by a unique mapping-ID. Recurring charges are relevant for each mapping version.

Since one price is often valid for several mapping versions, you can now use the price version as a reference within your mapping.


The price version field has been added to the variable key of the pricing condition records that are used to maintain recurring charges in the CRM System.


You make the settings for this function in Customizing for Customer Relationship Management under:

Basic Functions -> Pricing -> Define Settings For Pricing -> Maintain Field Catalog: new field PROV_PRICE_VRS

Basic Functions -> Pricing -> Define Settings For Pricing -> Create Condition Table: new table SAP100V

Basic Functions -> Pricing -> Define Settings For Pricing -> Create Access Sequence: new access 10 referencing table SAP100V in access 0PPA

Master Data -> Conditions and Condition Technique -> Condition Technique: Basics -> Create Maintenance Group: new item 40 (SAP100V, 0PRM) in group PROD_PROV

See also

Main release note for the business function Integration of SAP CC and SAP CI with the Provider Order

CRM_PROVORDERINT_1: Cancellation of Options (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1), you can cancel product options in provider contracts.

If a contract change is started after the end date of a canceled option, the canceled option is not visible as a subitem in the change order. The product configuration is updated with this information and the options become selectable again.

When the agent cancels an option, the system checks the options against the cancellation rules, which are defined in Customizing.

In addition, you can undo the cancellation of options. In this case, the original status of the option is reset.


In the Process Selection field, there is a new option available: Cancellation of Options. To cancel an option, you choose this option and enter the cancellation details, for example, the reason for the cancellation and the date when the customer requested the cancellation.

The system displays the calculated cancellation date. The system calculates this date based on the requested cancellation date and the cancellation rules.


You make the Customizing settings for this function in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions -> Define Mapping for Cancellation of Options.

See also

Release note Business Function Integration of SAP CC and SAP CI with Provider Order

SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm -> <Choose a release> -> Application Help -> SAP CRM for Industries -> Telecommunications -> Functions for the Telecommunications Industry -> Order and Contract Processing in the Interaction Center -> Contract Changes

CRM_PROVORDERINT_1: Creation and Identification of Corporate Accounts in Interaction Center for Telecommunications (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1), you can search and create corporate accounts in the Interaction Center for the telecommunications industry.

You can create and search contact persons of corporate accounts and accounts of category Organization.


You make the settings for this function in Customizing for Customer Relationship Management under Interaction Center WebClient -> Master Data -> Define Account Identification Profiles. To enable the search for contact persons of corporate accounts, for account identification profile TELCO, select scenario B2B.

If you do not use the business role TELCO_IC but a customer-defined business role, in addition, you have to make the following settings in Customizing for UI Framework under Business Roles -> Define Business Role:

Assign role configuration key TELCO to your business role.

Assign navigation bar profile TEL-IC-NEW to your business role.

Assign function profile PROVSALES with the relevant profile value. For more information, see Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Profiles -> Define Application Profile.

Assign function profile BPIDENT with the relevant profile value. For more information, see Customer Relationship Management under Interaction Center WebClient -> Master Data -> Define Account Identification Profiles.

Now, a different UI component is used. If you have added customer-specific enhancements to the old UI component PROVICID, you have to adapt views in the new UI components ICCMP_BP_SEARCH, ICCMP_BP_DETAIL, and PROV_IDENT.

See also

Release note Business Function Integration of SAP CC and SAP CI with the Provider Order

CRM_PROVORDERINT_1: Telco: IC Agent Master Role TELCO_IC (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1), a new master role for the Telecommunications industry is available in the Interaction Center. You can use this role as a template to create your own user roles in the system.


The new Telco: IC Agent Master Role (technical name TELCO_IC) replaces the Provider IC Agent (PROVIDER_IC) role and Telco: Financial IC Agent (TELCO_FCC) role as of SAP enhancement package 2 for SAP CRM 7.0. All the functions previously available to these two roles are now combined in the new master role for Interaction Center agents.

See also

Integration of SAP CC and SAP CI with the Provider Order

CRM_PROVORDERINT_1: Business Agreement in Payment Data Views (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) the Interaction Center Web Client now offers you more information when calling up a business agreement or the payment data for an account.

The agent is provided with an overview of all contracts assigned to a business agreement, can specify an alternative payer or payee for a business agreement or view this information in existing business agreements.


The user interface for the Business Agreement and the Payment Data views have been enhanced by a list of the contracts related to a business agreement. This enables agents using the Interaction Center WebClient quicker and easier access to information they may need when dealing with customers and their payment data.

The Change Assignment to Business Agreements view has been enhanced by the Contract column. Here the agent can see if any contracts are assigned to a particular business agreement and navigate directly to the contract for more details.


The business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1), must be activated in the SAP CRM System.

See also


SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> CRM -> SAP CRM for Industries -> Telecommunications -> Functions in the Interaction Center for Financial Customer Care -> Business Agreements in the Interaction Center.

CRM_PROVORDERINT_1: Business Agreement Details in Provider Order (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1), the Interaction Center WebClient now offers you an overview of all contracts assigned to the business agreement when calling up the business agreement or the payment data for an account.

In the provider order itself you can assign an existing business agreement of the business partner. You do so by selecting from a list of existing business agreements, for example according to the payment data used in a business agreement. If no suitable business agreement exists, you can also create a new business agreement.


The payment data view in the provider order has been replaced by a new view that shows additional information about the business agreement and the payment data used. In the business agreement, in addition to information such as which bank or which card ID is to be used for incoming and outgoing payments you can also specify that payments are carried out by an alternative payer or made to an alternative payee. You can also enter other data in the business agreement here, such as information about invoice creation or correspondence.

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1), you can choose one of the following settings for handling business agreements:

Explicit (business agreement handling is visible): Within the new Business Agreement and Payment Data views you can see which business agreement is used, including the business agreement ID, description, payment data and other attributes. The system also provides a list of all other provider contracts related to the relevant business agreement.

According to customer requirements you can use this information to decide which business agreement is to be used for a new provider order. If no suitable business agreement exists, you can also create a new business agreement. You do so by entering not only the payment data for incoming payments but also all other information that defines a business agreement.

Implicit (business agreement handling is hidden): In the familiar payment data view of the provider order a business agreement is automatically assigned to the provider based on the payment data entered. If a business agreement already exists that has the same payment data, the system uses it. Otherwise a new business agreement is created and assigned to the provider order. The decision as to whether an existing business agreement is used or a new one is created is made automatically by the system. You can only influence this by entering payment data for incoming and outgoing payments.


You can choose between explicit (Visible) or implicit (Hidden) business agreement handling in the provider order.

You make the required settings for this in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions -> Define Settings for Transaction Types.

See also

Main release note for the business function Integration of SAP CC and SAP CI with the Provider Order

CRM_PROVORDERINT_1: Payment Groups for Order Capturing (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1), you can define payment groups to simplify the assignment of business agreements at order item level. You can use payment groups for order capturing to group order items that use the same business agreement.


Business agreements can be assigned at header level and at order item level. You define the payment groups for order capturing in Customizing and assign products to them when you define the relevant product.

While defining a product you can use the payment group for order capturing to specify whether you want the product to use prepaid payment or, postpaid payment or both. Based on the settings that you make, the system assigns the appropriate business agreement type (prepaid or postpaid) to the items in this group.

During the billing process, the business agreement determines which items can be listed separately and which can be combined in one bill. It also determines how the individual items are to be paid.


You make the required settings in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications ->Master Data -> Product -> Define Payment Groups for Order Capturing.

See also


CRM_PROVORDERINT_1: Prepaid Handling in Sales and Ord. Mgmt. in IC (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) you can offer services for which credit is purchased in advance. The purchased credit is used for services (for example mobile phone services, tolls) when the service is accessed or consumed. If there is no available credit, access to the requested service is denied by the Rating and Charging System (SAP Convergent Charging). Customers can top up their credit on an individual basis, or this can also be handled automatically on the basis of an agreement with the service provider. Automatic refills take place on dates that are scheduled in advance or when the prepaid account credit falls below the agreed limit.

The new master data object Prepaid Account is required to store the data that is relevant to prepaid processes. This object stores the rules for the minimum balance (the minimum amount for a prepaid account that is required for the customer to use additional services that are debited to this prepaid account) and data for messaging (when a specified balance-limit is reached). The prepaid account also defines which payment data should be used for an automatic or periodical refill.

The balance of a prepaid account can be refilled by payment that is made by the customer or by an automatic or periodical refill that is triggered by the Rating and Charging System (SAP Convergent Charging). The rules for an automatic or a periodic refill are defined by the product and the contract. This means that they can be defined during order capture as part of the provider contract.


In an integrated scenario with CRM, data capture has to take place in SAP CRM and is then replicated to SAP ERP and SAP Convergent Charging.

In SAP Convergent Charging, billable items for services are generated and transferred to SAP ERP for subsequent processing. This is based on sets of rules stored in SAP CC for pricing and account determination in combination with customer data, contract data and product data that was transferred from SAP CRM. The billable items are assigned the price that is required to use the service and information about the account to which the receivable or payable has to be posted. SAP CC also manages the prepaid credit and the refillable units that are modified by services used and refills. The automatic refill is always triggered by control mechanisms in the Rating and Charging System.

In Contract Accounts Receivable and Payable ( SAP ERP FI-CA) the billable items from SAP Convergent Charging are accepted, invoices and credit memos are created and the corresponding receivables or payables, which are managed in FI-CA through to the completed payment, are posted. The system performs automatic clearing for prepaid accounts using the credit on the prepaid account.

Refills also produce billable items, for which postings are made to the prepaid accounts (refill of credit) or to which revenues (purchase of refillable units) are posted.


Prepaid products are defined for a prepaid scenario in SAP CRM. When modeling prepaid products, products are defined as for prepaid and a refill plan is assigned to them during cross catalog mapping. You can use this refill plan to control which type of refill (manual, automatic or periodic refill) can be offered. If you have made the relevant settings for the products, the corresponding parameter (for example trigger amount of automatic refill, period for periodical refill) can be set based on customer requirements during provider order capture.

The prepaid products also control whether a business agreement is created with prepaid data, which contains settings for limit alert messaging and the payment data used for an automatic or periodical refill. You can control the way in which the prepaid schema captures prepaid data.

The reference of the prepaid account to a prepaid schema is used to determine values and define value checks. For some views, the prepaid schema is part of the UI configuration determination.

See also

Main release note for business function Integration of SAP CC and SAP CI with the Provider (CRM_PROVORDERINT_1)

CRM_PROVORDERINT_1: Reversal of One-Off Charges (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) you can reverse one-off charges that were defined previously in the CRM product and posted to SAP Convergent Invoicing.

Examples of one-off-charge types are activation charges, installation charges or early cancellation charges.

The system status of a one-off item is set to Rejected in CRM before this reversal will be transferred to ERP Convergent Invoicing.

As soon as the system status of a released one-off item was set to rejected, this reversal is also automatically transferred to ERP CI. The setting of the status rejected is currently not supported by the GUI and has to be individually implemented by the customer.


You must activate the business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) in the CRM system.

You must activate one of the following business functions in the ERP system:

Billing in Contract Accounting 2 (FICAX_INV_PP_2)

Billing in Contract Accounts Receivable and Payable (ISU_INV_PP_2)

Media, Convergent Invoicing (MED_INV_PP)

Convergent Invoicing for Telco's (TEL_INV_PP_2.)


You make the settings for this function in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> One-off Charges -> Configure Settings for One-Off Charges.

See also

Main release note for the business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1: CRM_PROVORDERINT_1: Business Function Integration of SAP CC and SAP CI

CRM_PROVORDERINT_1: Replication of Provider Contract Data to SAP Convergent Charging (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) you can use a set of Customizing settings with the implementation of Order Distribution Infrastructure (ODI) step types for distribution to SAP ERP. You can use the ODI to set up a typical scenario during the implementation of the distribution of contracts in a system landscape with a SAP Convergent Charging system for rating and a SAP Convergent Invoicing system for billing/invoicing.

The distribution of contract data to SAP ERP is relevant for the following processes:

Create

Change

Creating and changing contract data is relevant for the activation of ODI.

Cancel

The cancellation of contract data is relevant for the deactivation of ODI.


You make the Customizing settings for this function under Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions-> Define Settings for Document Distribution.

See also


CRM_PROVORDERINT_1: Billing Cycle and Determination Rules (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) you can automatically assign billing cycles to provider orders. The assignment is determined by making settings for the corresponding product and can be a direct assignment of a billing cycle or a complex determination based on a class implementation. You require a billing cycle to replicate the provider contract to SAP Convergent Charging.

Billing cycles are replicated from SAP ERP on request and cannot be maintained in SAP CRM.


You can create a default determination rule in the Customizing activity Define Billing Cycle Determination Rules that is used for all products to which no billing cycle or determination rule have been assigned.


You make the Customizing settings for this function under Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions-> Billing Cycle.

In the Customizing activity Display Billing Cycles you can display the existing billing cycles. In the Customizing activity Define Billing Cycle Determination Rules you can create determination rules.

See also


CRM_PROVORDERINT_1: Customizing for Dispute Management (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_1) the Customizing settings for Dispute Management have been revised to provide more consistent options for data maintenance.

This affects activities found under the following Customizing paths:

Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications ->Dispute Management

- Define Profiles, Admissible Transaction Types and Object Linkages (previous name: Define Profiles for Dispute Management)

- Assign Reason Codes for Transaction Types and Context (previous name: Define Default Settings for Source Key)

- Define ERP Dispute Case Integration

Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications ->Adjustment Requests

- Define Profiles and Admissible Transaction Types (new Customizing activity modified for the adjustment request)

- Assign Reason Codes for Transaction Types and Context (new Customizing activity modified for the adjustment request)

Modified Terminology

The term Source Key has been changed to Context, since this better expresses the fact that the environment (billing and BDR, FI-CA documents or the actual dispute), from which a dispute (or an adjustment request) is created, is identified here.

The term Process Type has been replaced with Transaction Type. This means that a standard term is now used for transaction types throughout Customizing (which is also in line with general CRM terminology).

Customizing activities Define Profiles, Admissible Transaction Types and Object Linkages for Dispute Management and Define Profiles and Admissible Transaction Types for Adjustment Requests

- Transaction types with the object type Complaint (BUS2000120) are now available. Transaction types with the classification ‘D’ are found under the Customizing node Dispute Management. Transaction types with the classification 'A' are found under the Customizing node Adjustment Request.

- The transaction type classification ‘A’ for the adjustment request for the object type Complaint (BUS2000120) is new.

- Assigning a transaction type to a profile adds this to the basic worklist of admissible transaction types that can be used for Dispute Management and to generate adjustment requests. This means that you can only use these transaction types in the following Customizing activities to make additional configuration settings:

Customizing activity Assign Reason Codes for Transaction Types and Context

- View Select Context: Name has been changed from Source Key to Context. The view for selecting the context refers to the standard SAP Customizing settings and can no longer be modified.

- View Assign Transaction Types: Name has been changed from Process Type to Transaction Type. You can assign the transaction types that have the transaction type classification 'D' and can be assigned to one or more profiles for the Dispute

Management transaction types under the Customizing node Dispute Management. You can assign the transaction types that have the transaction type classification ‘A’ and can be assigned to one or more profiles for the Adjustment Request transaction types under the Customizing node Adjustment Request.

- The system no longer checks whether a transaction type has already been assigned to an FSCM case type in the Customizing activity Define ERP Dispute Case Integration. This means that you can also create disputes in SAP CRM that are not replicated to SAP ERP (FI-CA, FSCM). Since the reason codes and transaction types that are assigned in this sub step of the Customizing activity are used to define which process types and their associated reasons are available in the SAP CRM Web Client, you can now make settings for creating an adjustment request in Customizing. This was not previously possible. This activity has therefore also been added to the Customizing node for the adjustment request.

- View Assign Reason Codes: The system no longer checks whether a reason code has already been recorded in the Customizing activity Define ERP Dispute Case Integration. You can select all reason codes from the catalog C2 that is assigned to Dispute Management. On the UI for creating or changing a reason code, you are only offered the reason codes for selection, which were assigned to a transaction type within its context.

Customizing activity Define ERP Dispute Case Integration

- The Customizing settings for transferring a CRM dispute to SAP ERP (FI-CA) have been modified according to the revised Customizing settings for disputes.

- The maintenance view Application Systems has become obsolete as a result of the function for dynamically determining the connected FI-CA System used to transfer the dispute case in Dispute Management. It is no longer found in the redesigned view cluster for the Customizing activity.

- Maintenance view Assign Case Type to Transaction Type (previous name: Assignment of Case Type to Transaction Type): Transaction types for the assignment to SAP ERP case types for the transfer to SAP ERP are now available. These were previously maintained in the Customizing activity Assign Reason Codes for Transaction Types and Context. The F4 Help has been revised and now references the case types in the connected FI-CA System.

- Maintenance view Determine Reason Codes for CRM to ERP Integration (previous name: Assignment Subject Codes to Reason Code): This view has been moved to level 1 of the view cluster in the hierarchy, since its previous position below the view Assign Case Type to Transaction Type caused data to be maintained inconsistently. During entry of reasons, you can only use SAP CRM reason codes to perform mapping to ERP dispute reasons, which were previously maintained in the Customizing activity Assign Reason Codes for Transaction Types and Context for the corresponding transaction type. The F4 Help has been revised and now references the case reasons and internal case reasons in conjunction with the respective case type selected in the connected FI-CA-Systems.

- Maintenance view Determine Reason Codes for ERP to CRM Integration (Previous name: Assignment Reason Code to Subject Code): When entering reasons, you can now only use SAP CRM reason codes to perform mapping to ERP dispute reasons, which were previously maintained in the Customizing activity Assign Reason Codes for Transaction Types and Context for the corresponding transaction types. The F4 Help has been revised and now references the case reasons and internal case reasons in conjunction with the respective case type selected in the connected FI-CA-Systems.

- The maintenance view Assign Notes to Transaction Types (previous name: Assignment of Notes to Transaction Type) now contains revised F4 Help that offers you the texts for selection according to the text profile assigned in the transaction type. Transaction types are only available if they have been maintained in the admissible transaction

types for a profile.

Two new maintenance views are also available:

Enable Replication of Escalation Reasons: You can specify for each transaction type whether escalation reasons are to be replicated to the connected ERP System.

Assign Escalation Reasons: Assign CRM escalation reasons to ERP escalation reasons.

For more information, see CRM_PROVORDERINT_1: Replication of Dispute Data to ERP (Enhanced)


The existing Customizing settings have been retained and are unchanged in their function. The revision only affects the way in which Customizing data is maintained.


The standard report CRM_ADJREQ_DISPUTE_CHECK_CUST is available for the standard SAP Customizing settings. This report post-edits the data and must be executed when you activate the switch CRM_ISX_INV_2. The report can be used to check that the Customizing settings you have already made are consistent and also to subsequently add any missing BTX classes.


The Customizing settings for the transaction types have been enhanced. The system now also checks the Transaction Classification (BTX_CLASS) field for the transaction type (as was previously the case in specific Customizing activities). The classification ‚D' is used for disputes, and the new classification ‚A' is used for adjustment requests.

If you have your own transaction categories for the dispute and/or the adjustment request, you must maintain these accordingly in the Customizing settings for transaction types under Customer Relationship Management -> Transactions -> Basic Settings -> Define Transaction Types.

The standard SAP Customizing settings have been enhanced accordingly. The following transaction types with their transaction type classifications are used:

Transaction Type (PROCESS_TYPE) Classification (BTX_CLASS)

Dispute CMDC D

Dispute CM0C D

Dispute FCDC D

Adjustment Request FCAA A

Adjustment Request FC0A A

See also


CRM_PROVORDERINT_1: Replication of Dispute Data to ERP (Enhanced)


The existing Customizing settings have been retained and are unchanged in their function. The revision only affects the way in which Customizing data is maintained.


The standard report CRM_ADJREQ_DISPUTE_CHECK_CUST is available for the standard SAP Customizing settings. This report post-edits the data and must be executed when you activate the switch CRM_ISX_INV_2. The report can be used to check that the Customizing settings you have already made are consistent and also to subsequently add any missing BTX classes.


The Customizing settings for the transaction types have been enhanced. The system now also checks the Transaction Classification (BTX_CLASS) field for the transaction type (as was previously the case in specific Customizing activities). The classification ‘D’ is used for disputes, and the new classification ‘A’ is used for adjustment requests.

If you have your own transaction categories for the dispute and/or the adjustment request, you must maintain these accordingly in the Customizing settings for transaction types under Customer Relationship Management -> Transactions -> Basic Settings -> Define Transaction Types.

The standard SAP Customizing settings have been enhanced accordingly. The following transaction types with their transaction type classifications are used:

Transaction Type (PROCESS_TYPE) Classification (BTX_CLASS)

Dispute CMDC D

Dispute CM0C D

Dispute FCDC D

Adjustment Request FCAA A

Adjustment Request FC0A A

See also


SAP CRM for Industries: Utilities

Business Function Utilities Energy Retailer 2

CRM_UT_ER_2: Business Function Utilities Energy Retailer 2

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Utilities Energy Retailer 2 (CRM_UT_ER_2) is available. With this business function, you can activate the following new functions:

Enhanced Product Proposal (Customer Interaction Center)

This function provides you with a new search to determine products and packages that are most suitable for a customer. There is a customizable list of attributes which can be populated with rules. The customer can add new attributes and own rules.

For more information see release note Enhanced Product Proposal in the Interaction Center.

Collective Bill Business Agreement (Customer Interaction Center)

In SAP ERP, individual contract accounts can be allocated to a collective bill account so that the customer gets one collective bill instead of several individual bills. Now the collective bill account in ERP is available also in CRM as the collective bill business agreement.

For more information see release note Collective Bill Business Agreement.

Utilities Check Cockpit (UCC) (Commercial and Industrial Customers)

With the Utilities Check Cockpit (UCC) you have a new tool to check the stability of your system by running different checks cross-system in CRM and ERP and get an overview of the status of utility-specific objects. You can track the process and trigger follow-up activities.

For more information see release note Utilities Check Cockpit.

Enhanced Identification (Customer Interaction Center)

With the enhanced identification function you have the option to display business master data and technical master data on one "screen" with the option to navigate to the respective detailed view.

For more information see release note Enhanced Identification.

Service User Interface (Interaction Center)

A new user interface for the creation of service notifications and service orders in SAP CRM is available.

For more information see release note Service User Interface.

Process Framework Check Repository (Tools)

This enhancement of the CRM Utilities process framework enables you to flexibly define and execute checks within contract and quotation processes.

For more information see release note Process Framework Check Repository.

Data Import Tool [DIT] (Tools) With this mass-tool you can import points of delivery using an external interface into your CRM system.

For more information see release note Utilities Data Import Tool (DIT) .

Quotation Versions (Commercial and Industrial Customers)

This function enables the Key Account Manager of a Utility company to keep all versions of a quotation created during the negotiations with the customer in one quotation document in order to keep the overview of all information and ensure a strong position in the negotiations. When the customer finally accepts the quotation, the Key Account Manager creates a contract from the last quotation version.


In order to be able to use business function Utilities Energy Retailer 2, you have to activate the SAP ERP Business Function ISU_CA_2.


In order to maintain the Customizing activities for this business function, you have to choose the following navigation paths:

SAP Customizing Implementation Guide -> SAP Customer Relationship Management -> Industry-Specific Solutions -> Utilities Industry -> General Settings -> Utilities Check Cockpit

SAP Customizing Implementation Guide -> SAP Customer Relationship Management -> Industry-Specific Solutions -> Utilities Industry -> Technical Objects

SAP Customizing Implementation Guide -> SAP Customer Relationship Management -> Industry-Specific Solutions -> Utility Industry -> Transactions -> Transaction Settings for Utilities Packages

SAP Customizing Implementation Guide -> SAP Customer Relationship Management -> Industry-Specific Solutions -> Utilities Industry -> Settings for User Interfaces -> Product Proposal

See also

For more information see the SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industries.

CRM_UT_ER_2: Enhanced Product Proposal in the Interaction Center (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Utilities Energy Retailer 2 (CRM_UT_ER_2), the enhanced product proposal in the Interaction Center is available.

This function provides you with an intelligent search help for products and packages that are most suitable for a customer. You can define various search criteria and assign them to a search profile. Therefore, you have a customizable list of attributes which can be populated with customer rules.

The following search criteria are available in the standard system:

AMI (Advanced Metering Infrastructure) capabilities

Division

Consumption

Country

Region

City code

Premise type

Product ID

Risk class

Validity date

Up-selling product

Device type

You can also implement your own attributes.

You can adapt the enhanced product proposal to your requirements using the BAdI CRM_IUICPRP_BADI (BAdI: Enhanced Product Proposal). The rules in this BADI determine, for example, which data is written to the attribute at runtime.

Example: You want to sell a new product to a known customer. Information like the address and risk class can be determined from the existing data and is written to the attribute at runtime.

According to the entries in the search criteria, the system creates the following lists:

A list of products which best fit the attributes in the search list

A list of packages which best fit the attributes in the search list

What is the best fit and what products and packages are entered in the results list is again determined by the rules in BAdI CRM_IUICPRP_BADI . You can implement your own rules here.

In the standard configuration the results list does not contain prices.


You make the settings for the enhanced product proposal in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Utility Industries -> Settings for User Interface -> Product Proposal.

See also

For more information see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Utilities -> Functions for the

Utilities Industries -> Functions for the Interaction Center Agent (Utilities Industry) -> Enhanced Product Proposal.

CRM_UT_ER_2: Collective Bill Business Agreement

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Utilities Energy Retailer 2 (CRM_UT_ER_2), the function of the collective bill business agreement is available.

In SAP ERP, individual contract accounts can be allocated to a collective bill account so that the customer gets one collective bill instead of several individual bills. Now, the integration of the collective bill account into SAP CRM provides you with the possibility to make use of the collective bill business agreement.


The collective bill in the backend system combines several documents, such as print documents or budget billing requests. The total of these documents is posted statistically to a collective bill account. The collective bill document number and, therefore, the collective bill document (or collective bill plan) are created successively for the creation of posting documents that belong to a collective bill. This applies to bill documents from invoicing and to partial bill documents for budget billings. If the statistical budget billing procedure is used, the collective bill plan can be created during print document creation for the budget billing requests.


You make the settings for the collective bill business agreement in Customizing for SAP Customer Relationship Management under Master Data -> Business Partner -> Business Agreement in the following activities:

Define Business Agreement Class

Map Classes for Assignment to Collective Bill Business Agreement

Creation of Business Agreement -> Allocate Business Agreement Class

See also

For more information see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm under SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Interaction Center Agent (Utilities Industries) -> Collective Bill Business Agreement.

CRM_UT_ER_2: Utilities Check Cockpit

Use

As of SAP CRM 7.0 enhancement package 2, business function Utilities Energy Retailer 2 (CRM_UT_ER_2), the Utilities Check Cockpit is available. Using the Check Cockpit you have the possibility to run different cross-system checks in ERP and CRM and get an overview of the status of utilities-specific objects. You can track the process and trigger follow-up activities.


You make the settings for the Utilities Check Cockpit in Customizing for SAP Customer Relationship Management under Industry-specific Solutions -> Utilities Industry -> General Settings -> Utilities Check Cockpit -> Define Settings for Utilities Check Cockpit.

See also

For more information see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm under SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Key Account Manager (Utilities Industry) -> Utilities Check Cockpit.

CRM_UT_ER_2: Enhanced Identification

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Utilities Energy Retailer 2 (CRM_UT_ER_2), the enhanced identification screen is available. You can use the following functions:

Strict separation between technical and business master data also on the user interface

Integration of IS-U business object trees for displaying business master data (business partner, business agreement, contract)

Use of IS-U business object trees for displaying detailed information about the identified business partner

Use of different search functions for searching for business master data (business partner, business agreement, contract) by using the workbench profiles


You make the required settings for the enhanced identification screen in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Utility Industries -> Settings for User Interfaces -> Identification -> Define Identification Profiles.

See also

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industries -> Functions for the Interaction Center Agent (Utilities Industries -> Account Identification (IS-U/CRM criteria).

CRM_UT_ER_2: UI for Creation of Service Notifications and Orders

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Utilities Energy Retailer 2 (CRM_UT_ER_2), the new user interface for the creation of service orders and service notifications is available.

When the interaction center agent has identified the account and his data environment in the system and has chosen the object context menu, the user interface for the creation of service orders or service notifications opens automatically. The interaction center agent can enter the details for the service order/notification, for example description and damage cause, and save the order/notification.

The service department takes care of the subsequent processing.


You make the settings for the user interface for creating service notifications and orders in Customizing for Customer Relationship Management under Industry-specific Solutions -> Utility Industries -> Settings for User Interface -> Maintain Parameters for Service Orders and Service Notifications.

See also

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm under SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Interaction Center Agent (Utilities Industry) -> Service Order/Service Notification.

CRM_UT_ER_2: Process Framework Check Repository

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Utilities Energy Retailer 2 (CRM_UT_ER_2), enhancements of the CRM Utilities process framework enable you to flexibly define and run checks in contract and quotation processes.

The Utilities Process Framework can be used to process CRM documents using a standard interface. You can make Customizing settings here to control the process flow, perform configuration using parameters and use the corresponding implementation classes to create a customer-specific program logic. Previously, you could only assign one implementation class for each process at process header level and one implementation class at document item level. The enhancement option of assigning additional checks to a process was created by enhancing the source code for the corresponding methods in these classes. It was necessary to extend or modify the source code for the respective process implementation class for the respective events (such as IS_EXECUTABLE or ON_PRODUCT_CHANGED).

Introducing the check repository allows process-independent definition of checks. You can configure a check ID with a dedicated implementation class for each check in Customizing. The interface signature of the implementation class corresponds to the existing process implementation class methods IS_EXECUTABLE or IS_COMPLETE, which means that you can convert existing check routines by simply copying the source code.


You make the settings for the enhanced product proposal in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Utility Industries -> Settings for User Interface -> Transaction Processing -> Processes -> Define Processes.

See also

You can find further information in the documentation of the activity Define Processes under the Customizing path Customer Relationship Management under Industry-Specific Solutions -> Utility Industries -> Settings for User Interface -> Transaction Processing -> Processes.

CRM_UT_ER_2 Utilities Data Import Tool (New)

Use

As of SAP enhancement package 2 for CRM 7.0, business function CRM_UT_ER_2 Utility Energy Retailer, the following features are available for the Utilities Data Import Tool:

Easy-to-use import wizard for creation of service locations

You can now use the step-by-step guided user interface (UI) of the import wizard for creating data for a large number of service locations or points of delivery (PoD).

Support for import of data that is not in fixed format

You can import data that is not in a fixed format. For example, data in a csv (comma separated value) file or a Microsoft Office Excel (MS Excel) file.

Update of existing service locations

Data from the import file is checked for duplicates and correctness against existing service locations or points of delivery in the SAP CRM system, and the information is updated accordingly.

Assignment of imported data

You can use the imported service locations or PoDs to create a PoD set.


You make Customizing settings in the following Customizing activities:

Define Import Objects

Assign Import Object to Design Object

Execute Deletion Report

BAdI: Define Additional Behavior for Import Data

Business Function Utilities Quantity Determination

CRM_UT_QD_2: Utilities Quantity Determination

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Utilities Quantity Determination (CRM_UT_QD_2) is available.

This business function displays the quantity determination information in the meter reading views in SAP CRM.

We only recommend activating this business function if you are also using SAP Utilities in the ERP System, where you have activated the business function Quantity Determination (ISU_QD_1) to use the quantity determination procedure Quantity Determination During Meter Reading.

The meter reading views are embedded in the following business transactions:

Meter Reading Entry

Change of Budget Billing Amount

Bill Correction

Contract and Quotation Management

Accelerated Move-In/Accelerated Move-Out

See also

SAP Library for SAP ERP under SAP ERP Enhancement Packages -> ERP Central Component Enhancement Package 6 -> Business Functions -> Industry Business Function Sets -> Utilities -> Utilities, Quantity Determination.

Business Function Demand Side Management

CRM_UT_DSM_1: Business Function Demand Side Management (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Demand Side Management (CRM_UT_DSM_1) is available. With this business function, you can create and manage demand side management (DSM) programs, applications and agreements. More specifically, you can carry out the following functions:

Define energy efficiency and demand response programs

Create applications for programs

Review applications for programs

Manage the program enrollment process by creating agreements

Process a program's incentives, more specifically, pay or distribute an incentive as specified in an agreement, and carry out any associated business processes

Monitor and analyze program performance

Role

The DSM Program Manager (SAP_CRM_UIU_UTIL_DSM_PROG_MGR) role is available in SAP CRM to allow you to perform the functions listed above.


After you activate this business function, you can access DSM agreements and applications by way of a utilities customer's account in the CRM WebClient UI.

When an incentive is processed the associated billing request item (BRI) data can be sent to the FI-CA component of SAP ERP. Alternatively, this data can be sent to a third party billing system by way of SAP Enterprise Services.


To implement SAP Demand Side Management, you must make the settings as specified in SAP Solution Manager (In the business process repository, select Solutions/Applications --> SAP for Utilities --> Scenarios --> Demand Side Management).

In addition, you need to make settings in Customizing, as specified in the section Effects on Customizing.


To implement SAP Demand Side Management, you must make the following settings in Customizing for SAP Customer Relationship Management:

Define Status Profile for User Status Used to define user statuses for programs, applications and agreements

Define Residence Time for Archiving Programs Used to define the residence time that a program must remain in the system before you are able to archive it

Define Residence Time for Archiving Applications and Agreements Used to define the residence time that an application or agreement must remain in the system before you are able to archive it

Define Program Types Used to define program types, which are categories under which you can classify programs

Define Authorization Groups Used to define authorization groups

Define Allowed Object Types Used to define the business object types (for example, applications or agreements) that can be assigned to a program

Define Program Profiles Used to create a program profile

Define Program Goals Used to define program goals

Define Default Product Category for Measures Used to define the default product category for the selection of measures

Define Account Assignment Groups Used to define account assignment groups for incentives

Define Incentive Process Types Used to define incentive process types, which define the product categories from where you can select product incentives, and the business process to be carried out when the incentive is paid or provided

Create Confirmation or Rejection Letters Used to create customized letters in the form of Smart Forms objects to confirm or reject a customer's participation in a program

Define Transaction Types Used to define transaction types, which define the attributes and characteristics of a business transaction and the controlling attributes. A transaction type controls how a specific business transaction is processed

Define Questionnaires Used to define questionnaire templates

Define Determination for Questionnaires Used to define determination rules for questionnaires in activities

Define Zero Tax Code for Invoicing Used to assign a zero tax code for a country

Define Item Category Determination for Billing Request Items Used to determine the item category for billing request items (BRIs).

You can also enhance the functionality of the SAP Demand Side Management solution by way of business add-ins (BAdIs):

BAdI: DSM Program Validation Used to define additional validations to carry out when you save a program

BAdI: Processing Methods Used to create your own business add-in implementations for processing methods

BAdI: Context Filler for BRFplus Functions in DSM Used to provide context-specific data for BRFplus functions used in SAP Demand Side Management

BAdI: Check for Goal Contribution Quantity Used to implement a check for the quantity of goal contributions

BAdI: Integration of FI-CA for DSM Used to change the data that SAP CRM sends to SAP ERP Central Component (ECC) to create a billable item for a billing request item in an agreement

See also

For more information on SAP Demand Side Management, see SAP Library for SAP Customer Relationship Management at http://help.sap.com/crm under Customer Relationship Management -> SAP CRM for Industries -> Utilities -> Functions for the

Utilities Industry --> Demand Side Management.

For more information on sending DSM billing information to the SAP ERP system (specifically, the FI-CA component), see the release note "Billing Integration for DSM in Contract Accounts Receivable and Payable (New)" (technical name ISU_606_DSMINT) in the SAP ERP system.

Business Function Utilities, Maximum Number of Hits in Interaction Center

CRM_UT_IC_MAX_HITS: Utilities, Maximum Number of Hits in Interaction Center (New for SP06)

Use

The business function Utilities, Maximum Number of Hits in Interaction Center (CRM_UT_IC_MAX_HITS) is available as of:

o SAP enhancement package 2 (SP06) for SAP CRM 7.0


o SAP CRM 7.0 SP13

You can use this business function to limit the number of results for a query in the Interaction Center. This only affects queries that are automatically triggered by an IC event.

Limit the Number of Results Triggered by an IC Event:

You can use this business function to define the number of hits a query displays for each value in the IUICMAXHITS function profile. An IC event must be raised before you can call this query.

The business role from which the query is called must contain a value in the IUICMAXHITS function. The MAX_HITS parameter for queries that is specified in the relevant Customizing activity must be defined using the GET_MAX_HITS method in the class CL_CRM_IU_MAX_HITS_TOOLS.

See also

For more information, see the Limit the Number of Results Triggered by an IC Event activity in Customizing for Customer Relationship Management -> Industry-specific Solutions -> Utilities Industry -> Settings for User Interfaces -> Identification.

Business Function Utilities, Bill Correction

CRM_UT_BILL_CORR: Business Function Utilities, Bill Correction (New for SP06)

Use

The business function Utilities, Bill Correction (CRM_UT_BILL_CORR) is available as of SAP enhancement package 2 (SP06) for SAP CRM 7.0.

This business function provides you with the possibility to reverse invoicing or billing documents or to perform an adjustment reversal.

After you have corrected the data that leads to the incorrect bill creation, you can start the rebilling process.

Business Function Interaction Record Improved Search

CRM_UT_CC_IREC_SCH: Interaction Record Improved Search (New for SP07)

Use

The business function Interaction Record Improved Search (Enhanced) (CRM_UT_CC_IREC_SCH) is available as of:



With this business function, you can use the following improvements to the interaction records search function in the CRM Interaction Center for Utilities:

Improved search function for interaction records

An interaction center agent can now do the following:

- See the selected default search fields Free Text, Business Agreement, Date, Category 1 and Premise

- Search interaction records using various criteria, such as free-text, related business agreement, related premise (see Application Help for more information on the free text search)

- Hide or display search criteria by using the Show Search Fields or Hide Search Fields hyperlink

- Reset or clear all search criteria by using the Reset and Clear pushbuttons respectively

- Add more fields to or delete fields from the search criteria or search result table

- Set the maximum number of records returned as a search result (the default limit is 100)

- See interaction record details

Predefined search function for Interaction Records

An interaction center agent can now use a predefined search for interaction records. Predefined searches are defined in Customizing and implemented by using a Business Add-In (BAdI). For more information, see the section Effects on Customizing.

The following predefined searches are delivered by SAP:

- Interaction records linked to the confirmed business agreement from the past 90 days

- Interaction records linked to the confirmed premise from the past 90 days


You make the settings for the new view in Customizing for SAP Customer Relationship Management under Industry Specific Solutions-> Utilities Industry -> Settings for User Interfaces -> Account Overview -> Maintain Predefined Searches for Interaction Records.

A new Business Add-In BAdI: Define Predefined Searches for Interaction Records has been created for SAP Customer Relationship Management under Industry Specific Solutions -> Utilities Industry -> Settings for User Interfaces -> Account Overview -> BAdI: Define Predefined Searches for Interaction Records.

See also

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm under SAP CRM 7.x -> Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Interaction Center (Utilities Industry) -> Account

Business Function Utilities, Meter Reading in Contract Management

CRM_UT_MR_VAL:Business Function Utilities, Meter Reading in Contract Management (New for SP07)

Use

The business function Utilities, Meter Reading in Contract Management (CRM_UT_MR_VAL) is available as of:



You can use this business function to release implausible meter readings and validate meter reading results as part of the Contract Management process in the Interaction Center.

Meter Reading in Contract Management

The following meter reading features have been added to the Contract Management work center:

Release Without Correction

You can release implausible meter readings using the Release Without Correction pushbutton. This activity can be performed for more than one device or register at the same time.

Validate Meter Reading Results

You can validate meter reading results in the Meter Reading work center. When you choose the "Validate" action icon in the Meter Reading Data table, the system displays the validation results for the selected meter reading. The status of the meter reading validation is indicated using a traffic light icon. See the related application help for more information.

See also

For more information, see SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm under Application Help-> SAP CRM for Industries-> Utilities-> Functions for the Utilities Industry-> Functions for the Interaction Center (Utilities Industry)-> Billing.

Business Function Interaction Record Quick View in Account Overview

CRM_UT_CC_IREC_QV2: Interaction Record Quick View in Account Overview (New for SP07)

Use

The business function Interaction Records Quick View in Account Overview (CRM_UT_CC_IREC_QV2) is available as of SAP enhancement package 2 (SP07) for SAP CRM 7.0.

With this business function, you can use the following improvement to the interaction records quick view function in the CRM Interaction Center for Utilities:

An interaction center agent gets an overview of the most recent interactions on the Account Overview page screen after identifying and confirming an account.

Define transaction types in the interaction history profile to display specific interactions

Personalize the interaction records table (remove existing columns or add further columns)

Note: With the current business function, the previously existing Interactions view on the Account Overview page has been replaced by the Interaction Records Quick View. The Last Notes tab page is not available in the current view.

See also

For more information, see the IR Quick View in Identification release note.

For more information on account identification, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm702 under Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Interaction Center (Utilities Industry) -> Account.

Business Function Interaction Records Quick View in Identification

CRM_UT_CC_IREC_QV1: Interaction Records Quick View in Identification (New for SP07)

Use

The business function Interaction Records Quick View in Identification (New) (CRM_UT_CC_IREC_QV1) is available as of SAP enhancement package 2 (SP07) for SAP CRM 7.0.

With this business function, you can use the following improvements to the interaction records quick view function in the CRM Interaction Center for Utilities:

Get an overview of the most recent interactions on the Identification page after identifying and confirming an account

Define transaction types in the interaction history profile to display specific interactions

Define the desired number of interactions to be displayed in the Customizing activity Limit the Number of Results Triggered by an IC Event, to improve system performance

See up to the last ten interaction records on the Identification page

Navigate directly to the Interaction Overview screen on the Account Overview page

Personalize the interaction records table (remove existing columns or add further columns)

Note: You can also define the maximum number of interaction records to be displayed by default in the Interaction Records Quick View on the Identification page by activating the business function CRM_UT_IC_MAX_HITS.


For more information on how to define the maximum number of interaction records to display, see the Customizing activity Limit the Number of Results Triggered by an IC Event in the Customizing for Customer Relationship Management under Industry-Specific Solutions-> Utilities Industry-> Settings for User Interfaces-> Identification.

See also

For more information, see the IR Quick View in Account Overview release note.

For more information on account identification, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm702under Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Interaction Center (Utilities Industry) -> Account.

SAP CRM for Industries: Healthcare

Business Function SAP CRM and Patient Management Integration

CRM_ISH_PM_1: Business Function SAP CRM and Patient Management Integration (New for SP05)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, Support Package 05, the business function SAP CRM and Patient Management Integration (CRM_ISH_PM_1) is available. With this business function, the following new functions specific to the healthcare industry are available:

Synchronization of patient data between SAP CRM and SAP ERP

SAP provides you with a new messaging BDoc type (mBDoc type) PAT_MAIN. With the PAT_MAIN mBDoc type and the BUPA_MAIN mBDoc type, you can synchronize patient data between SAP CRM and SAP ERP.

Interaction Center WebClient for healthcare

SAP provides you with a new business role Patient Management IC Agent (CRM_ISH). With this business role, a new assignment block Patient is available. In this assignment block, you can create provisional patients and patients, view case histories, and create appointments. You can also identify and get overviews of patients replicated from SAP ERP.


You perform initial data transfer using the Business Partner (BUPA_MAIN) adapter object. To do this, on the SAP Easy Access screen, you choose Architecture and Technology -> Middleware -> Data Exchange -> Initial Load -> Start.


You must create institutions in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Healthcare -> Master Data -> Business Partner -> Create Institutions.

See also

SAP Library for SAP CRM under Business Functions for SAP CRM Customer Relationship Management -> SAP CRM for Industries -> Healthcare

SAP Library for SAP CRM under SAP CRM for Industries -> Healthcare

Business Function-Independent Features

Master Data

Price Calculation Details (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, you can view price details for items. For example, you can analyze prices and determine how the following are calculated:

User exits

If user exits are used, you can determine how the system uses user exits to calculate prices. For example, you can determine if condition values are changed by condition value formulas.

Currency conversions

Scales

If scales are used, you can determine which condition rates are set by scales.

Condition exclusions

Quantity conversions

You can view sales unit to base unit conversions and condition unit to base unit conversions.

Prerequisites

You have entered the user parameter PRC_CALC_TRACE and the parameter value X in your user preferences (transaction SU3).


In order items, you can choose to view details of prices in the Price Details assignment block.


See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm. Choose a release. In SAP Library, choose Master Data -> Products -> Functions -> Prices.

Business Partner: Search Option Personalization and Sorting of Fuzzy Search Results List (New for SP07)

Use

When business users select Regular Search or Fuzzy Search on the Accounts, Contacts, or Employees search pages, this setting is now saved even when the user logs off. The percentage match of each search result can be displayed by personalizing the search results list to display the % Match field.

These features are available as of the following releases:



Search Option Personalization

Users can have different settings for account, contact, and employee searches. These settings are saved individually.

Sorting of Fuzzy Search Results List by Percentage Match

The results list for a fuzzy search is automatically sorted by percentage match (in descending order), then by Name1 / Last Name (in ascending order), then by Name 2 / First Name (in ascending order).

Duplicate Check for Quick Create (New for SP07)

Use

As of the following releases, you can check whether accounts or contact persons already exist in the system when you want to quickly create business partners:



When the system shows a possible duplicate account or contact person, you can choose to use the existing data. However, when you are sure that the account or contact person that you have entered is not a duplicate of existing data, you can choose to ignore the proposed duplicates (the system saves the new account or contact person).

See also

For information about duplicate check, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm. Choose a release and then Application Help. In SAP Library, choose Master Data -> Business Partners -> Functions -> Duplicate Check for Accounts and Contacts.

Basic Functions

Performance of Item List Processing (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the item list has been enhanced to allow for faster processing when using the following business transactions:

Sales order

Service order

Package quotation

Sales order quotation

Product Configurator Processing (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the architecture between the business transaction, product configurator, and pricing engine has been simplified.

Note

With this architecture, the prices displayed for the sub-items of multi-level configurable items in the product configurator UI and the sales order may differ. For more information about this behavior, see SAP Note 1533959.

Example

If the display and generation of prices in the Product Configuration UI is not required, you can suppress this to improve even more the product configurator processing. To do this, make the settings in Customizing for Customer Relationship Management -> Basic Functions -> Product Configuration -> Define XCM Application Configurations. For more information, see the Customizing documentation.

Tax Calculation on Item Level (Enhanced)

As of SAP enhancement package 2 for SAP CRM 7.0, new condition types for tax calculation on item level make it possible to avoid using a group condition, such as 0TTE, when there is no legal requirement for calculating tax on header level.

These new condition types offer the following:

Item level tax calculation for net prices (condition type 2TTE)

Item level tax calculation for gross prices (condition type 3TTE)

Display of tax calculation during editing

Recommendation

Business Transactions with Less Than 100 Tax-Relevant Items To optimize performance time for editing with these new condition types, deactivate fast group condition processing (FGCP), if possible. If FGCP is required, note that for documents with less than 100 tax-relevant items, performance time for editing is slightly slower.

Prerequisites

2TTE (Tax calculation on item level for net prices)

SAP delivers both the new condition type, 2TTE, and the corresponding sample pricing procedure 0CRMUS comprising the condition type 2TTE and formula 11004.

3TTE (Tax calculation on item level for gross prices)

SAP delivers both the new condition type, 3TTE, and the corresponding sample pricing procedure 0CRMUG comprising the condition type 2TTE and formula 11004.

To use the new condition type, copy the relevant sample pricing procedure in Customizing for Customer Relationship Management under Basic Functions -> Pricing -> Define Settings for Pricing -> Create Pricing Procedure

Parallel Processing for Price Lists (New for SP02)

Use

As of the following releases, you can use parallel processing to increase system performance during the creation and repricing of price lists (that is, net price lists):

SAP CRM 7.0 SP11




If you want to enable parallel processing for price lists and use the settings in the standard system, you can enable parallel processing in the Customizing activity Enable Parallel Processing for Price Lists.

If you want to enhance parallel processing for price lists, you can change the settings in the standard system by implementing BAdI: Configure Parallel Processing for Price Lists. When you implement this BAdI, you override the settings in the Customizing activity Enable Parallel Processing for Price Lists.

See also

SAP Note 1604836

SAP Library on SAP Help Portal at http://help.sap.com/crm -> Choose a release -> Application Help -> Basic Functions -> Pricing -> Condition Record -> Price Lists.

Multilevel Categorization (Changed for SP05)

Use

As of SAP enhancement package 2 (SP05) for SAP CRM 7.0, the system uses ABAP shared memory to optimize memory consumption and therefore improve performance in multilevel categorization.

See also

o SAP Note 1742184

o SAP Note 1742186

o Shared Memory Manager for Multilevel Categorization (New)

Creating Microsoft Word Templates (Enhanced for SP06)

Use

As of SP06 of SAP enhancement package 2 for SAP CRM 7.0, you can use Microsoft Word 2010 (in addition to previous releases of Microsoft Word) to create Microsoft Word templates in SAP CRM.

See also

For more information about creating Microsoft Word templates in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Basic Functions -> CRM Content Management -> Document Template Designer -> Creating Microsoft Word Templates.

Account ID in Appointments (New for SP07)

Use

As of the following releases, you can choose to display account ID in the description of the appointment in daily view of the SAP CRM calendar:



SAP CRM 7.0 SP13


To display account ID in the description of the appointment in the daily view of the SAP CRM calendar, you use the Customizing activity Display Account ID in Appointments.

Attachments Assignment Block (New for SP07)

Use

As of the following releases, you can choose to display the attachment assignment block in the overview page of the activity template:



SAP CRM 7.0 SP13


To display the attachment assignment block in the overview page of the activity template, you use the Customizing activity Display Attachments Assignment Block.

Account ID Filter for Custom Attributes (Enhanced for SP07)

Use

As of the following releases, you can define the program logic for filtering account IDs by custom attributes:

o SAP CRM 7.0 SP13




You make the settings for filtering account IDs in BAdI:Filter Account IDs by Custom Attributes (CRM_TM_FLT_BY_CUSTATTR_BW_BADI) in transaction se18.

Marketing

Create Target Group from Account and Contact Search (New for SP03)

Use

As of the following releases, you can create a target group for marketing from the search result list for accounts and contacts:



SAP CRM 7.0 SP11

SAP CRM 2007 SP11

You select the accounts or contacts that you want to include in your target group and click Create Target Group. You can then enter the basic data for your target group and save it. This feature enables you to quickly create a target group independently of segmentation and other marketing processes.

Note that if you search for all accounts, the Create Target Group button is not available. This ensures that inconsistent, mixed target groups of individual accounts and corporate accounts cannot be created.

To make the Create Target Group button available to business users, you need to make the Customizing settings described below. Note: The button is only active if the business user has authorization for segmentation.


To enable the Create Target Group button for business users, you need to do the following:

Activate the parameter CREATE_TG_ALLOWED in the parameter profile for roles. You do this in Customizing for Customer Relationship Management under UI Framework -> Technical Role Definition -> Define Parameters by entering X or TRUE as the value for the parameter.

Ensure that the parameter is assigned to the appropriate parameter profile and, via the function profile, to this appropriate business role.

In the standard delivery, the parameter is assigned to the parameter profiles MKT_PRO and SALES_PRO. These parameter profiles are assigned to the business roles Marketing Professional and Sales Professional via the function profile PARAMETERS. You can assign this function profile to your own business roles, if it is not yet assigned.

Sales

Reason for Status for Sales Orders and Quotations (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, you can view reasons for statuses for sales orders and quotations on the WebClient UI. When statuses of orders or quotations change (and you have made settings in Customizing for different subject profiles), the system updates the dropdown list for reasons for statuses. You can then enter and save the new reasons for statuses.

Note that you could previously view reasons for statuses for opportunities to evaluate the results of opportunities (that is, won or lost). For more information, see SAP Library on SAP Help Portal at http://help.sap.com/crm. Choose SAP EHP2 for SAP CRM 7.0 -> Application Help -> Sales -> Opportunity Management -> Reason for Status.


Use the UI Component Workbench (transaction bsp_wd_cmpwb) to add the Reason for Status field to the details view for sales orders (component BT115H_SLSO) and quotations (component BT115QH_SLSQ).


To enable the system to display reasons for statuses, you must make the following settings in Customizing for Customer Relationship Management:

Make the settings (for example, define a subject profile) in the Customizing node Define Activity Reasons. The system displays the code text as the reasons for statuses on the WebClient UI.

Assign subject profiles for reasons for statuses (that is, the reasons for outcomes of activities) to each status for each activity type in the Customizing activity Assign Status and Subject Profile for Each Transaction Type. Note that you can reuse existing settings.

See also

SAP Library on SAP Help Portal at http://help.sap.com/crm -> Choose SAP EHP2 for SAP CRM 7.0 -> Application Help -> Sales -> Sales Quotation and Order Management -> Reason for Status

Billing Plan Assignment Block on the WebClient UI (Enhanced for SP02)

Use

As of the following releases, the system shows the assignment block for billing plan processing (periodic and milestone billing plans) on item level of CRM sales quotations in SAP CRM:

SAP CRM 7.0 SP11




To use billing plans, you must have made settings in the following Customizing activities:

Define Billing Plan Types

Define Customer Billing Plan Procedure

Assign Billing Plan Type to Business Transaction Type

Assign Billing Plan Type to Item Category

See also

For information about billing plans, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM -> Choose a release -> Application Help -> Basic Functions -> Billing -> Billing Plans.

For information about implementing this enhancement in previous releases, see SAP Note 1622426.

ERP Documents for Activities and the WebClient UI (Enhanced for SP02)

Use

As of the following releases, the use of ERP sales orders, quotations, and quantity contracts in SAP CRM has been enhanced:

SAP CRM 7.0 SP11



When you create ERP sales orders, quotations, and quantity contracts using SAP CRM and you create CRM business activities or tasks as follow-ups to these ERP sales documents, the system shows your CRM business activities or tasks in the following:

Assignment block for transaction history of ERP sales orders, quotations, and quantity contracts in SAP CRM

Document flow shown in SAP ERP (transactions VA02, VA22, and VA42)

See also

For more information about this enhancement, see the following:

- SAP Note 1639521

- SAP Note 1639733

- SAP Note 1639738

For more information about ERP sales orders, quotations, quantity contracts, and follow-ups in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM -> Choose a release -> Application Help -> Sales -> Sales Quotation and Order Management -> Sales Transactions -> Entry of ERP Sales Transactions in SAP CRM.

For more information about creating and changing ERP sales documents in SAP CRM, see SAP Note 1236015.

Billing Plans for ERP Sales Documents in SAP CRM (New for SP02)

Use

Previously, you could create and change ERP sales documents (for example, ERP sales orders) in SAP CRM. As of SAP enhancement package 1 (SP08) for SAP CRM 7.0 and SAP enhancement package 2 (SP02) for SAP CRM 7.0, you can create and change billing plans (periodic and milestone) for ERP sales orders and ERP quantity contracts in SAP CRM.

If you want to create milestones using WBS elements or network as selection criteria, you must create these milestones in SAP ERP.

Prerequisites

You run SAP ERP and have implemented enhancement package 5 for SAP ERP 6.0 (or a later release).

You have activated business function Sales and Distribution 02 (LOG_SD_CI_02) in the SAP ERP back end. For more information, see SAP Library for SAP ERP on SAP Help Portal at https://help.sap.com/erp -> SAP ERP -> SAP ERP Central Component -> SAP Enhancement Package 5 for SAP ERP 6.0 -> Application Help -> Business Functions (SAP Enhancement Package 5 for SAP ERP 6.0) -> Business Functions in SAP ERP -> Enterprise Business Functions -> Logistics -> Sales and Distribution -> Sales and Distribution 02.


To use ERP sales orders and quantity contracts, you must make settings in Customizing for SAP ERP under Sales and Distribution -> Billing -> Billing Plan.

To view the assignment block for billing plans, you must add the assignment block using personalization.

See also


For more information about ERP billing plans, see SAP Library for SAP ERP on SAP Help Portal at https://help.sap.com/erp -> SAP ERP -> SAP ERP Central Component -> Choose a release -> Application Help -> SAP ERP -> SAP ERP Central Component -> Logistics -> Sales and Distribution -> Billing (SD-BIL) -> Billing -> Billing Plan (SD-BIL-IV).

For more information about billing plans for ERP sales documents in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at https://help.sap.com/crm -> SAP CRM -> Choose a release -> Application Help -> Basic Functions -> Billing -> Billing Plans -> Billing Plans for ERP Sales Documents.

Asynchronous Update for ERP Sales Documents (New for SP03)

Use

As of the following releases, you can enable the system to asynchronously update ERP sales documents:

SAP CRM 7.0 SP11



Database updates that are triggered by a business user saving are executed as soon as an update process is available on the server. In the meantime, business users can continue working with the application.

Prerequisites

You have connected SAP CRM to SAP ERP and you have implemented one of the following releases (or higher) of SAP ERP:

Enhancement package 3 (SP10) of SAP ERP 6.0




For lower releases of SAP ERP, see SAP Note 1663980.


To use asynchronous update for ERP sales documents, you must activate asynchronous update in Customizing activity Define Profiles for ERP Sales Transactions.

See also

For more information about asynchronous updates for ERP sales documents for SAP enhancement package 1, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose SAP Enhancement Package 1 for SAP CRM 7.0. In SAP Library, choose Basic Functions -> Business Transaction -> Asynchronous Update for ERP Sales Documents.

For more information about asynchronous updates for ERP sales documents for SAP enhancement package 2, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose SAP Enhancement Package 2 for SAP CRM 7.0. In SAP Library, choose Basic Functions -> Business Transaction -> Performance Optimization for Business Transactions -> Asynchronous Update for ERP Sales Documents.

SAP Note 1679173

SAP Note 1663980

Alternative Items for ERP Quotations in SAP CRM (New for SP04)

Use

Previously, you could offer alternative items to customers by using CRM quotations and CRM opportunities in SAP CRM. As of the following releases, you can offer alternative items to customers by using ERP quotations in SAP CRM:

SAP CRM 7.0 SP12



In quotations in SAP ERP, alternative items must come directly after (by item number) the corresponding standard items in the lists of items. Therefore, when you copy standard items and alternative items from CRM opportunities to ERP quotations in SAP CRM, make sure that alternative items come directly after standard items in the lists of items.


To view the column that shows which items are alternatives to other items, you must add the column using personalization to the following:

Assignment block for items in ERP quotations

Dialog box that the system displays when you select items during creation of follow-ups

See also

For more information about ERP quotations in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose -> Sales -> Sales Quotation and Order Management -> Sales Transactions -> Entry of ERP Sales Documents in SAP CRM.

For more information about alternative items, see SAP Note 1681224.


Payment Cards in ERP Sales Orders (New for SP06)

Use

Previously, you could use payment cards in CRM sales orders in SAP CRM. As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, you can also use payment cards in ERP sales orders in SAP CRM.

Prerequisites

In SAP ERP, you have implemented SAP enhancement package 5 or a higher release.


You use the authorization object CRM_ERP_C in SAP ERP to grant users display authorization for the payment card numbers from the business partner master data. The system uses authorization object CRM_ERP_C to display the value help of the payment card number.


To use payment cards in ERP sales orders in SAP CRM, you must make settings in Customizing for SAP ERP under Sales and Distribution -> Billing -> Payment Cards.

See also

For information about payment card security, see SAP Note 1786043 and the Security Guide for SAP Customer Relationship Management on SAP Service Marketplace at http://service.sap.com/securityguide under SAP Business Suite Applications -> SAP CRM.

For more information about payment card processing in ERP sales orders, see SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/ecc. Choose a release and then Application Help. In SAP Library, choose SAP ERP Central Component -> Logistics -> Sales and Distribution (SD) -> Payment Card Processing (SD-BIL-IV).

For more information about ERP sales documents in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Sales -> Sales Quotation and Order Management -> Sales Transactions -> Entry of ERP Sales Documents in SAP CRM.


Attachments to ERP Sales Documents (New for SP06)

Use

Previously, you could attach files and URLs to CRM sales transactions in SAP CRM. As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, you can attach files (for example, PDFs, e-mails, images, and spreadsheets), URLs, and notes to the header of supported ERP sales documents in SAP CRM (that is, sales orders, quotations, and quantity contracts).

Note that you can enter up to 4096 characters in a URL or note.

See also

For more information about attachments to ERP sales documents in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose -> Sales -> Sales Quotation and Order Management -> Sales Transactions -> Entry of ERP Sales Documents in SAP CRM.


Product Entry (Enhanced for SP06)

Use

Previously, you could enter products in sales orders and quotations by product ID in the field for product ID in the item edit list. However, you needed to use the input help when your entry was not an exact match to a product ID in the system.

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, you can do the following:

Enter products by product description in the field for product ID

Enter asterisks as wildcards when you enter products by product ID or product description in the field for product ID (the system returns all matches)


To enable the system to search for products by product description and product ID (without the use of input help), activate product determination by product description / ID in Customizing activity Define Transaction Types. However, if you have enabled other settings for product determination in this Customizing activity, the system first searches for products using these settings before searching for products by product description.

If you do not activate this setting, you can still enter products by product IDs. However, in this case, you must use the input help when your entry does not exactly match a product ID in the system.

See also

For more information about business transactions supported, see SAP Note 1784564.

Copy of Attachments from Activity Templates to Activities (New for SP08)

Use

As of the following releases, you can create attachments for activity templates:



SAP CRM 7.0 SP14

When you create activities from activity templates (for example, when executing a campaign), the system can copy attachments from activity templates to the newly created activities.


You can make the setting to display or hide the assignment block for attachments on the overview page of the activity template in Customizing activity Display Attachments Assignment Block. Note that to display the assignment block for attachments, you must additionally use personalization on the SAP CRM UI.

You can make settings to determine how the system copies attachments based on the transaction type of business activities in Customizing activity Define Settings for Copying Attachments. If you do not make a setting in this Customizing activity for a transaction type (or you make the setting to not copy attachments), the system does not copy any attachments.

See also

SAP Note 1830760

For more information about activity templates and activities, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Sales -> Activity Management.

Interaction Center

Usability Improvement of IC Agent Work Mode (Enhanced for SP02)

Use

As of the following releases, the interaction center agent work mode has been enhanced:

SAP CRM 7.0 SP11



The interaction center agent can choose the agent work modes from a simplified dropdown list containing all available work modes.


To use the dropdown list containing all available work modes, use the Customizing activity Define Communication Management Software Profiles and change the setting under Work Mode Selection.

DTMF Pad (New for SP02)

Use

As of the following releases, the DTMF pad is available in the interaction center:

SAP CRM 7.0 SP11



You can configure the standard DTMF pad in your toolbar profile.


To configure the standard DTMF pad, use the following Customizing activities:

Define Dual Tone Multi Frequency (DTMF) Tones

Define Toolbar Buttons

Interaction Center Agent Dashboard (Enhanced for SP02)

Use

As of the following releases, the interaction center agent dashboard has been enhanced:

SAP CRM 7.0 SP11



Interaction center agents can use the interaction center agent dashboard to assign and unassign themselves to channels and/or queues at runtime. The usability of the agent dashboard was also improved and it now provides fully configurable views.


You have to check with your CMS provider whether your connector version supports the assignment to channels and/or queues by agents at runtime.


To allow agents to assign themselves to channels and/or queues at runtime using the agent dashboard, use the Customizing activity Define Communication Management Software Profiles and change the settings under Manual Channel and Queue Assignment.

Options for Displaying HTML Mail (Changed for SP02)

Use

As of SAP enhancement package 2 (SP02) for SAP CRM 7.0, you can use enhanced settings for the e-mail profile that control the display of HTML mails within the interaction center. We strongly recommend that you review these settings as they affect the security of your system.


To review the HTML display settings, use the Customizing activity Define E-Mail Profiles.

See also

For more information, see the Security Guide for SAP enhancement package 2 for SAP CRM 7.0 under http://service.sap.com/securityguide -> SAP Business Suite Applications -> SAP CRM.

Integration of Microsoft Office into Interaction Center (Changed for SP04)

Use

As of the following releases, the integration of Microsoft Word into the interaction center has been changed:



Depending on the version of Microsoft Word you are using, there are different ways of integrating it into the interaction center. The version is automatically identified using ActiveX in your browser.


The integration of Microsoft Word into the interaction center behaves as follows:

For Microsoft Word version 11 or lower, you have to check out the document to your local hard disk and upload the changed document to the CRM system.

For Microsoft Word version 12 or higher, the Microsoft Word integration is automated.

See also

For more information, see SAP Note 1707600.

Shared Memory Manager for Multilevel Categorization (New for SP05)

Use

As of SAP enhancement package 2 (SP05) for SAP CRM 7.0, the shared memory manager for multilevel categorization enables you to manually preload your schemas into the shared memory buffers so that they can be accessed quickly (for example, by IC agents when they log on in the morning). We recommend that you run this program as a background job overnight at least once a week. On the SAP Easy Access screen, choose Interaction Center -> E-Mail Response Management System -> Utilities -> Shared Memory Manager.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Basic Functions -> Multilevel Categorization.

Agent Inbox: Usability (Enhanced for SP06)

Use

As of the following releases and support packages, several agent inbox usability improvements are available:




In the standard system, the fields in the inbox result list configurations have been aligned so that the table view and the tree view of the result list provide identical fields in terms of field descriptions and the set of available fields.

This identical set of result list attributes produces identical results when the user switches between the tree and table view of the inbox result list.

Table graphics for the inbox result list are now also available when the standard search view of the inbox is used.

In the standard system, non-supported fields have been removed from the set of available fields in the search view configurations.

The input help dialog boxes in the inbox search now only provide meaningful values tailored to the current context.

For usability reasons, a new naming convention for result list attributes has been introduced with the business function IC Inbox Extensions (CRM_IC_INBOX). For more information, see the release note CRM_IC_INBOX: Result List (Enhanced).

To adhere to the naming convention, the following result list attributes, search attributes, and sort attributes have been changed:

Result List Attributes

- Transaction Type -> Main Category (ID)

- Main Category -> Main Category (Description)

- Object ID -> Object (ID)

- Employee Responsible -> Employee Responsible (Name)

- Group Responsible -> Group Responsible (Description)

- Additional Employee Assigned -> Additional Employees Responsible

- Additional Group Assigned -> Additional Groups Responsible

- Account ID -> Account (ID)

- Account -> Account (Name)

- Contact Person ID -> Contact (ID)

- Contact Person -> Contact (Name)

- Created On -> Created On/At

- Creation Date -> Created On

- Due Date -> Due On/At

- Due Date -> Due On

Search Attributes (Standard Search View)

- Step Execution Status -> Checklist Step Execution Status

- Logsys -> Logical System

- ComCode -> Company Code

Sort Attributes

- Category -> Main Category (ID)

- Assigned To -> Employee Responsible (ID)

- Priority -> Priority (ID)

- Status -> Status (ID)

- Creation Date -> Created On/At

- Due Date -> Due On/At

Filter for Standard Response Texts (New for SP06)

Use

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, you can use the Business Add-In BAdI: Filter for Standard Response Texts to limit the use of the standard response texts that are available across all channels (that is, in e-mails, faxes, and letters).


You can activate your own BAdI based on the example implementation for filtering standard response texts in the Customizing activity BAdI: Filter for Standard Response Texts.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Interaction Center -> Interaction Center WebClient -> E-Mail -> Standard Responses.

The “From” Field in E-Mails (Enhanced for SP07)

Use

Previously, you could only enter e-mail addresses in Customizing for the From dropdown list in the e-mail editor in SAP CRM using the format [email protected].

As of the following releases, you can also make settings in Customizing so that names (for example, the names of departments or people, such as Service Department) and e-mail addresses appear in the From dropdown list in the e-mail editor:




You make settings for the From dropdown list in the e-mail editor in Customizing activity Define Outgoing E-Mail Address Groups.

See also

For more information about e-mails in the Interaction Center WebClient, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Interaction Center -> Interaction Center WebClient -> E-Mail.

Virus Scan Profile for ICI Mail (New for SP09)

Use

As of the following releases, you can use the virus scan profile /IC_CCS_MCM/ICI_MAIL to enable the scanning of e-mails that enter the system through the Integrated Communication Interface:




SAP CRM 7.0 SP14


You must make the settings described in the organizational activity in Customizing for SAP CRM under Customer Relationship Management -> Interaction Center WebClient -> Basic Functions -> Communication Channels -> Define Virus Scan Profiles for ICI Mail.

See also

SAP Note 1699357

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Interaction Center -> Interaction Center WebClient -> E-Mail.

Analytics

DataSource Documentation (Changed for SP05)

Use

In the past, documentation for DataSources was delivered together with the documentation for BI Content. As of BI Content Release 7.x7 and SAP enhancement package 2 (SP05) for SAP CRM 7.0, all new and changed DataSources will be delivered with the application help for Customer Relationship Management.

You can find the documentation for DataSources under the node Analytics in the application help.

The shifted documents for DataSources are no longer available in the following releases:

SAP NetWeaver 7.03 & 7.31 BI Content Add-On 7.47

SAP NetWeaver 7.3 BI Content Add-On 7.37

SAP NetWeaver 7.0 including EHP 1 & 2 BI Content Add-On 7.07

See also

For information about the documents for DataSources that are delivered in the application help, see the release notes for the relevant applications.

ehp2_rn_en_sp10

Documents

sap crm

sap products

sap group products

express permission of

sap affiliate company

sepa direct debits

integration of sepa

affiliated companies