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SAP CRM 7.0 EHP 1

October 2011

June 2011

English

CRM Shared Service Framework For HCM - CRM WebClient UI (C99)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices – SAP SSF for HCM – CRM WebClientUI (C99): Configuration Guide

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only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

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Icons

Icon Meaning

Caution

Example

Note

Recommendation

Syntax

Typographic Conventions

Type Style Description

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

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

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

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

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

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

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

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Content1 Purpose............................................................................................................................. 62 Preparation........................................................................................................................ 6

2.1 Prerequisites................................................................................................................62.1.1 Define Business Transaction Profile.......................................................................72.1.2 Define Logical Links...............................................................................................72.1.3 Copy Business Role and Assign New Navigation Bar Profile.................................92.1.4 Accessing the IC WebClient.................................................................................102.1.5 IC Business Role Profiles.....................................................................................102.1.6 Assign Function Profiles to Business Role...........................................................11

2.2 CRM Web Client UI Settings......................................................................................112.2.1 Assigning Business Roles to Positions.................................................................11

2.3 Assigning Role to System Users (SAP ERP).............................................................132.3.1 Roles and Authorization for Users........................................................................13

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SAP Shared Service Framework for HCM – CRM Web Client UI: Configuration Guide

1 PurposeThe purpose of this document is to describe the general configuration steps required to manually set up the existing system landscape using the corresponding installation or configuration guides.If you do not want to perform the configuration manually and prefer an automated installation process using BC Sets and other tools, refer to the Quick Guide for your SAP rapid-deployment solution that is attached to the SAP Note.This document supplements the existing Customizing documentation in the Implementation Guide (IMG) and provides additional information where required.

2 Preparation2.1 PrerequisitesBefore you start installing this scenario, you must install the prerequisite building blocks. For more information, see the related Building Block Prerequisites Matrix for the SAP Shared Service Framework rapid-deployment solution (Financials or HCM). You find this document in the Content Library, which you can access in the step-by-step guide: Deploy → Train Key Users → Business process documentation.

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2.1.1 Define Business Transaction Profile

UseIn this Customizing activity, you define profiles for the business transactions used in the Interaction Center Web Client. You can use a business transaction profile to define which transaction types can be used to create business transactions.

PrerequisitesThe required transaction type Service Request for SSF HCM (YHSR) has been maintained.

Procedure1. Log on to the SAP CRM system using SAP GUI.

2. Access the activity using the following navigation options:

SAP CRM IMG Menu Customer Relationship Management → Interaction Center WebClient → Business Transaction → Define Business Transaction Profiles

3. On the change view Business Transaction Profile: Overview, select the following entry that you want to copy:

BT Profile Description

DEFAULT_EIC Default profile EIC

4. Choose Copy As… to create a copy of the delivered standard business transaction profile.

5. Enter the name Y_SSF_HCM with description SSF HCM Profile for the new business transaction profile.

6. In the Dialog Structure overview tree, double-click Dependent Business Transactions.

7. On the Define Dependent Business Transaction screen, select the entry SEIC that you want to copy:

8. Choose Copy As… to create a copy of the entry SEIC.

9. Enter the name YHSR for the new service request.

10. Press ENTER to apply the changes.

11. On the Dependent Business Transactions screen, select the standard employee service request SEIC.

12. Choose Delete to remove the entry.

13. Make sure the radio button service is active for transaction type YHSR.

14. Save your changes and go back.

2.1.2 Define Logical Links

UseIn this activity you define the logical link to the new transaction type and create a work center entry for it. The work center is assigned to a new navigation bar profile.

Procedure

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1. Log on to the SAP CRM system using SAP GUI.


SAP CRM IMG Menu Customer Relationship Management → UI Framework → Technical Role Definition → Define Navigation Bar Profile

3. In the Dialog Structure overview tree, double-click Define Logical Links.

4. Create a new entry with the following values:

Field Value

Logical Link ID Y_HCM_SRQ

Type A Link

Target ID TINCCR

Parameter CRM_SRQM_INCIDENT:YHSR

Parameter Class CL_CRM_IC_UIU_NAV_HELPER

Title Service Request

Description SSF HCM Service Request

5. Save your entries and go back.

Define New Work Center6. In the Dialog Structure overview tree, double-click Define Work Centers.


Field Value

Work Center ID Y_HCM_SRQ

Logical Link ID Y_HCM_SRQ

Title Service Request

Description SSF HCM Service Request


Copy Navigation Bar Profile and Assign new Work Center9. In the Dialog Structure overview tree, double-click Define Navigation Bar Profiles.

10. On the Define Navigation Bar Profiles screen, select the following entry that you want to copy:

Navigation Bar Profile Navigation Bar Description

IC_EIC_AGENT Interaction Center Agent Navigation Bar

11. Choose Copy As… to create a copy of the delivered standard navigation bar profile.

12. Enter the name Y_HCM_AGENT for the new navigation bar profile.

13. Press ENTER to apply the changes. Skip all of the messages displayed.

14. Select your newly created navigation bar profile.

15. In the Dialog Structure overview tree, double-click Assign Work Centers To Navigation Bar Profile.

16. On the Assign Work Centers To Navigation Bar Profile screen, select the entry IC_EIC_SRQ.

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17. Choose Delete to remove the entry.


Field Value

Work Center ID Y_HCM_SRQ

Position 125


2.1.3 Copy Business Role and Assign New Navigation Bar Profile

UseIn this activity, you copy the SSF for HCM business role and add a new work center for the new transaction type YHSR.

PrerequisitesYour system administrator has installed all the required components.The standard business roles are available and have been set up correctly.



Transaction Code CRMC_UI_PROFILE

SAP CRM IMG Menu Customer Relationship Management → Interaction Center WebClient → Define Business Role

3. On the Define Business Roles screen, select the following entry that you want to copy:

Business Role Bus. Role Description

IC_EIC_AGENT Employee IC Agent

4. Choose Copy As… to create a copy of the delivered standard business role.

5. Enter the name Y_EIC_AGENT for the new business role.

6. Press ENTER to apply the changes.

7. On the Define Business Roles screen, select the copied business role.

8. Go to the details of the business role.

9. For the entry navigation bar profile replace the value IC_EIC_AGENT with Y_HCM_AGENT.

10. Go back one step.

11. In the Dialog Structure overview tree, double-click Adjust Work Centers.

12. On the Adjust Work Centers screen, make sure that the Inactive indicator for entry Y_HCM_SRQ is not selected.

13. Save your entries.

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ResultYou continue with the following activities using your new business role created in the Z namespace instead of the predelivered roles.

2.1.4 Accessing the IC WebClient

UseTo check the configuration of the new IC WebClient business roles, you need access to the IC WebClient application.

PrerequisitesYour system administrator has installed all of the required components.The CRM organizational model structure, with its organizational units and positions, are maintained.The business roles have been checked and assigned to each relevant position.Business partners (defined as employees) have been assigned to the relevant position(s).


2. In the SAP Easy Access menu, choose Favorites → Insert transaction.

3. In the dialog box, enter the following data:

Field Name User Action and Values

Transaction Code CRM_UI

4. Choose Continue.

ResultYou can choose the newly created favorite and save the opened HTML page as favorite in your browser and/or on your desktop to access the IC WebClient environment directly without using SAP GUI.You can now log on to the CRM WebClient UI with all IC users in order to check the new profiles individually.

2.1.5 IC Business Role Profiles

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

IntegrationAn IC business role profile can be assigned to an organizational unit or position in an organizational structure. It is possible to assign more than one IC business role profile to one user or agent. Logical inheritance passes down the IC business role profile to the lower-level nodes in the structure, unless they contain their own IC business role profile.Grouping agents, for example, by skills, role, or work area, and specifying IC business role profiles accordingly saves time since an IC business role profile does not have to be assigned

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to each user. An agent can be assigned to multiple profiles. In this case, the agent has to select one of these profiles to start the Interaction Center.

For more information about the definition of SAP Best Practices IC business role profiles, see the items in the substructure.

2.1.6 Assign Function Profiles to Business Role



Transaction Code CRMC_UI_PROFILE

SAP CRM IMG Menu Customer Relationship Management → Interaction Center WebClient → Define Business Role

3. On the Define Business Roles screen, select the business role that you created previously.

Business Role Bus. Role Description

Y_EIC_AGENT Employee IC Agent

4. In the Dialog Structure overview tree, double-click Assign Function Profiles.

5. On the Assign Function Profiles screen, change the values for following entries:

Function Profile ID Profile Value

IC_BT Y_SSF_HCM

IC_INBOX Y_AIP_SSF HCM

6. Save your entries.

ResultYou have assigned the function profiles to the business role.

2.2 CRM Web Client UI Settings2.2.1 Assigning Business Roles to Positions

UseThe purpose of this activity is to assign business roles to positions in the organizational model. As a result, SAP users and employees assigned to a position within the organizational model are also assigned to the corresponding business role.

Procedure1. Log on to the SAP CRM Web Client with user POWER_USER.2. Access the activity using the following navigation option:

SAP CRM Web Client Menu Master Data → Search: Organization Model

3. In the Search Criteria view, enter SSC Company in the Description field and Organizational unit in the Find by field.

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4. Choose Search.5. In the Result List view, choose the organizational unit SSC Company you searched for.6. In the Organizational Unit assignment block, navigate to the position as indicated in the

table below and select the position, for example, Service Manager.7. Open the Position Details assignment block and choose Edit.8. In the Role Assignment view, select the proper role from the dropdown list.9. Choose Save.10. Perform steps 6-9 for the following positions and business roles:

For HCM

Position Business Role Business Role Description

SAP Best Practices Company SSC Organization SSC HCM Service Organization SSC Service Back Office SS Service Manager

IC_MANAGER IC Manager

SAP Best Practices Company SSC Organization SSC HCM Service Organization HCM - Service Back Office SS BO Personnel Administration SS Service PEA Agent


SAP Best Practices Company SSC Organization SSC HCM Service Organization HCM - Service Back Office SS BO Talent Management SS Service TAM Agent


SAP Best Practices Company SSC Organization SSC HCM Service Organization HCM - Service Back Office SS BO Social and Legal SS Service SAL Agent


SAP Best Practices Company SSC Organization SSC HCM Service Organization HCM - Service Back Office SS BO Personnel Training SS Service PET Agent


SAP Best Practices Company SSC Organization SSC HCM Service Organization HCM - Service Call Center SS EIC Manager

IC_MANAGER IC Manager

SAP Best Practices Company SSC Organization SSC HCM Service Organization HCM - Service Call Center SS EIC Agent 1


Ensure that the organizational structure is set up properly for sales and service organization determination. It must be possible to determine each organization uniquely from the customer's country and postal code to prevent a dialog box with user selections from being displayed. Each service team has to be marked as

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such. Every unit to be determined has to be marked as active for the respective scenario.

In transaction PFCG, check that all the roles have been generated and have green status on the Authorizations tab page. If this is not the case, go to Change mode for Authorization tab page and resolve the errors.You can try to deactivate the authroization object S_SERVICE, regenerate the roles, and set them to green status.

ResultRoles are directly assigned to positions in the organizational model rather than to users. Users are then linked to a role by assigning them to a position.

2.3 Assigning Role to System Users (SAP ERP)2.3.1 Roles and Authorization for Users

UseIn this activity, you configure the settings to grant the users created in a previous step access to specific ERP transactions from the SAP CRM system. You restrict access to other transactions by assigning a PFCG role with limited authorization to the users. You can find the predefined authorization roles for this SAP Shared Service Framework for HCM rapid-deployment solution in the standard SAP role ‘SAP_CRM_UIU_IC_AGENT_EIC’.

The authorization profiles provided by SAP Best Practices must not be used in a production system because their completeness and correctness cannot be guaranteed. These profiles are intended only to be used as a starting point for defining a customer-specific authorization concept. If this authorization does not apply to your project, you should restrict the user rights according to your internal authorization guidelines. For guidelines, see SAP Note 0338537.

PrerequisitesYou have unzipped the file and saved it to a local directory, for example, C:\Roles.

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

Transaction Code PFCG

SAP CRM Menu Tools → Administration → User Maintenance → Role Administration → Roles

2. Copy this role to the customer namespace .3. Select the copied role and choose Change.4. Navigate to the Authorizations tab and choose Change Authorization Data.5. Adjust the authorizations in line with your requirements.6. Choose Save.

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7. In the dialog box, choose Generate.8. Choose Back.9. On the User tab page, create the following user assignments:10. Enter the system users that you have created before in the User ID field.11. Choose User Comparison.12. Choose Complete Comparison.13. Choose Save.

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