installation guides for sap ehp 2 for sap crm 7.0

Master Guide (Including Upgrade Information)SAP Customer Relationship Management 7.0 Including SAP Enhancement Package 2Using SAP CRM 7.0, SAP ERP 6.0, and SAP NetWeaver 7.0 including SAP enhancement package 3

Target Audience ■ Consultants ■ Administrators

PUBLICDocument version: 1.02 – 2012-05-07Material number: 50107568

Document History

CAUTION

Before you start the implementation, make sure you have the latest version of this document.

You can find the latest version on SAP Service Marketplace http://service.sap.com/

instguides.

The following table provides an overview on the most important document changes:

Version Date Description

1.00 2011-11-08 First version

1.01 2012-01-27 The section Service Order Management has been updated.

1.02 2012-05-07 ■ Changes regarding SAP NetWeaver Process Integration. ■ Update on upgrade information of SAP Customer Relationship Management

4.0 in section Overall Upgrade Sequence.

2/168 PUBLIC 2012-05-07

http://service.sap.com/instguides


Table of Contents

Chapter 1 About This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 2 SAP Enhancement Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.1 Enhancement Package Key Concept . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.2 Key Facts About Enhancement Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 3 Main Implementation Processes and Related

Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

3.1 Planning for Installation, Update, and Upgrade Processes . . . . . . . . . . . . . . . . 16

3.2 Implementation of the Installation Process . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

3.3 Implementation of the Update Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3.4 Implementation of the Upgrade Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 4 SAP CRM Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

4.1 Introduction to SAP CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

4.2 Installable Software Units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

4.2.1 CRM Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

4.2.2 CRM Mobile Client Component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

4.2.3 CRM Handheld Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

4.2.4 Workforce Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

4.2.5 Standalone Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

4.2.6 Application Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

4.2.7 SAP Solution Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

4.2.8 Extended Implementation Content in SAP Solution Manager . . . . . . . . . . . . . 49

4.2.9 Content Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

4.3 System Landscapes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

4.4 Overall Implementation Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

4.5 Overall Upgrade Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Chapter 5 Migration from SAP CRM 5.0 to SAP CRM 7.0 EHP2 . . . . . . . . . . . . . . . . . . 63

5.1 Master Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

5.1.1 Accounts and Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

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5.1.2 Products, Product Hierarchies, Objects, Partner/Product Ranges . . . . . . . . . . . 65

5.1.3 Installed Bases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

5.2 Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

5.2.1 Sales Order Management, CRM Billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

5.2.2 Opportunities, Listings, Territory Management, Organizational

Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

5.2.3 Account Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

5.2.4 Mobile Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

5.3 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

5.3.1 Complaints and Returns, In-House Repair Orders . . . . . . . . . . . . . . . . . . . . . . 72

5.3.2 Service Orders, Service Contracts, Warranty Claim Processing . . . . . . . . . . . . 73

5.3.3 Case Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

5.3.4 Mobile Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

5.4 Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

5.4.1 Marketing Plans and Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

5.4.2 Segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

5.4.3 External List Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

5.4.4 Mail Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

5.4.5 Trade Promotion Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

5.5 Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

5.6 CRM Web Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

5.7 Partner Channel Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

5.8 Cross-Application Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

5.8.1 Fact Sheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

5.8.2 Groupware Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

5.8.3 MS Office Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

5.8.4 Web Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

5.8.5 Portal Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

5.8.6 Workflow Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Chapter 6 SAP CRM Business Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

6.1 Field Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

6.1.1 Field Activity Management with CRM Mobile Sales for Handheld . . . . . . . . . . 94

6.1.2 Field Account and Contact Management with CRM Mobile Sales . . . . . . . . . . 94

6.1.3 Field Account and Contact Management with CRM Mobile Sales for

Handheld . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

6.1.4 Field Campaign Management with CRM Mobile Sales . . . . . . . . . . . . . . . . . . . 96

6.1.5 Field Complaints Management with CRM Mobile Service . . . . . . . . . . . . . . . . 97

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6.1.6 Field Opportunity Management with CRM Mobile Sales . . . . . . . . . . . . . . . . . 97

6.1.7 Field Quotation and Order Management with CRM Mobile Sales . . . . . . . . . . 98

6.1.8 Field Quotation and Order Management with CRM Mobile Sales for

Handheld . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

6.1.9 Field Sales Using Mobile Sales Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

6.1.10 Field Service Order Management with CRM Mobile Service . . . . . . . . . . . . . 101

6.1.11 Field Service Stock Management with CRM Mobile Service . . . . . . . . . . . . . . 102

6.2 Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

6.2.1 IC Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

6.2.2 IC Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

6.2.3 IC Sales with CRM Sales Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

6.2.4 IC Sales with ERP Sales Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

6.2.5 IC Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

6.2.6 Shared Services Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

6.3 Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

6.3.1 Campaign Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

6.3.2 Loyalty Management in IC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

6.3.3 Loyalty Membership Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

6.3.4 Loyalty Program Design in CRM Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . 110

6.3.5 Loyalty Partner Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

6.3.6 Marketing Resource Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

6.3.7 Segmentation and List Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

6.3.8 Trade Promotion Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

6.4 Partner Channel Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

6.4.1 Account and Contact Management with Channel Partners . . . . . . . . . . . . . . 114

6.4.2 Collaborative Campaign Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

6.4.3 Collaborative Selling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

6.4.4 Lead and Opportunity Management with Channel Partners . . . . . . . . . . . . . 116

6.4.5 Market Development Funds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

6.4.6 Partner Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

6.4.7 Quotation and Order Management for Business-on-Behalf . . . . . . . . . . . . . . 119

6.4.8 Service Order Management with Channel Partners . . . . . . . . . . . . . . . . . . . . 120

6.5 Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

6.5.1 Account and Contact Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

6.5.2 Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

6.5.3 Incentive and Commission Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

6.5.4 Lead and Opportunity Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

6.5.5 Lead-to-Cash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

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6.5.6 Quotation and Order Management in CRM (with CRM Billing and

Rebates) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

6.5.7 Quotation and Order Management in CRM (with ERP Billing) . . . . . . . . . . . 126

6.5.8 Sales Performance Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

6.5.9 Sales Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

6.6 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

6.6.1 Case Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

6.6.2 Complaints and Returns Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

6.6.3 In-House Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

6.6.4 IT Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

6.6.5 Recall Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

6.6.6 Service Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

6.6.7 Service Order Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

6.6.8 Service Order Management with ERP Billing . . . . . . . . . . . . . . . . . . . . . . . . . 134

6.6.9 Service Order Management with External Resource Procurement . . . . . . . . 135

6.6.10 Service Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

6.6.11 Usage-Based Service Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . 137

6.7 Web Channel Enablement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

6.7.1 Campaign Management in CRM Web Channel . . . . . . . . . . . . . . . . . . . . . . . 138

6.7.2 Catalog Management in CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

6.7.3 Complaints and Returns Management in CRM Web Channel . . . . . . . . . . . . 139

6.7.4 Contract Management in CRM Web Channel . . . . . . . . . . . . . . . . . . . . . . . . 140

6.7.5 Quotation and Order Management in CRM Web Channel . . . . . . . . . . . . . . 141

6.7.6 Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

6.7.7 Solution Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

6.7.8 Web Auctions: Auctioning via Web Shop . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

6.7.9 Web Auctions: Selling via eBay in CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Chapter 7 Solution-Wide Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

7.1 Integration of SAP BusinessObjects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

7.2 Service-Oriented Architecture (SOA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

7.2.1 Service Enablement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

7.2.2 Installation of the Service-Oriented Architecture (SOA) . . . . . . . . . . . . . . . . 149

7.2.3 Related Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

7.3 Developing and Modifying Applications: SAP NetWeaver Development

Infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

7.4 Customizing Scout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

7.5 Application Enhancement Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

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7.6 Easy Enhancement Workbench . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

7.7 Monitoring the System Landscape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

7.8 RosettaNet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Chapter A Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

A.1 List of SAP Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

A.2 Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

A.3 List of Industry Solution Master Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

A.4 Accessing SAP Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

A.5 Tools and Resources for Planning Your System Landscape . . . . . . . . . . . . . . 161

A.5.1 Business Process Repository (BPR) Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

A.5.2 Using the BPR Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

A.5.3 Scenario and Process Component List (SCL & PCL) . . . . . . . . . . . . . . . . . . . . 163

A.5.4 Using the SCL/PCL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

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1 About This Document

The Master Guide for the SAP Customer Relationship Management (SAP CRM) solution provides a

central starting point for the technical implementation of SAP CRM and includes installation

information as well as upgrade information. You can find cross-scenario implementation information

as well as scenario-specific information in this guide.

Use this Master Guide to obtain an overview of SAP CRM, its software units, and scenarios from a

technical perspective. The Master Guide helps you design your CRM system landscape. It refers you

to the required detailed documentation, in particular:

■ Installation and upgrade guides for single software units

■ SAP Notes

■ Configuration documentation

■ SAP Library documentation

In addition, you need further information that cannot be covered by the Master Guide during your

planning process. See Related Information [page 159] for references to further information sources.

The Master Guide consists of the following main sections:

■ Installation and Upgrade of SAP Enhancement Packages [page 11]

This section introduces you to the concept of SAP enhancement packages and describes how to

implement them.

■ SAP CRM Overview [page 29]

This section introduces SAP CRM and its installable software units. It also provides information

about the SAP CRM system landscape as well as information about the sequence of the

implementation steps or upgrade steps.

■ SAP CRM Business Scenarios [page 93]

Within this section, you can find the mapping of business scenarios to software units. For each

scenario, there is a list of the software units required to set up the scenario.

■ Solution-Wide Topics [page 145]

Here you can find information about tools and procedures available for enhancing SAP CRM. This

section also contains information about the integration of business objects and service-oriented

architecture (SOA).

■ Appendix

This section provides you with references to the related information sources, such as related

Industry Master Guides, SAP Notes, or other information sources available on SAP Service

Marketplace. It also includes a chapter on tools for planning your system landscape.


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CAUTION

Make sure you have the latest version of the Master Guide by checking SAP Service Marketplace

immediately before starting the installation or upgrade. The Master Guide is regularly updated

on SAP Service Marketplace at http://service.sap.com/crm-inst.

Constraints

■ The business scenarios that are presented here serve as examples of how you can use SAP software

in your company. The business scenarios are only intended as models and do not necessarily run

the way they are described here in your customer-specific system landscape. Ensure that you check

your requirements and systems to determine whether these scenarios can be used productively at

your site. Furthermore, we recommend that you test these scenarios thoroughly in your test

systems to ensure they are complete and free of errors before going live.

■ This document does not contain information about industry scenarios. For information about

industry scenarios, see the corresponding Industry Solution Master Guide. You can find a list of

Industry Solution Master Guides in the Appendix.

Send Us Your Feedback

If you have feedback about this guide, contact us at [email protected].


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2 SAP Enhancement Packages

NOTE

The text in this chapter refers to the installation and upgrade of SAP enhancement packages for

SAP CRM 7.0. SAP CRM 7.0 is the main release that is underlying the available enhancement

packages. Whenever the term SAP system is mentioned in this section, it refers to SAP CRM 7.0.

2.1 Enhancement Package Key Concept

We have adapted our major release strategy to better fit your adoption cycle. To ensure that you benefit

from new developments and innovations while minimizing the impact on your core operational

systems, SAP uses enhancement packages to speed up the delivery of new functions.

With SAP enhancement packages, you can install and activate new functions depending on your

business needs without having to perform a system upgrade.

You can selectively implement the new functions and activate the software upon business demand. As

a result, you can isolate the impact of software updates and make new functions available faster due to

shortened test cycles.

Implementation

There are three different scenarios to implement an enhancement package:

■ Installation of an enhancement package on an existing SAP system (update)

■ New installation of an SAP system including an enhancement package (installation)

■ Upgrade of an SAP system including an enhancement package (upgrade)

To implement new business functions you carry out the following two steps:

■ Technical installation of an enhancement package

■ Activation of business functions using the switch framework technology

You have a choice on both levels – installation and activation. You do not need to install a full

enhancement package. Instead, you can update the software components that are related to the

functional enhancements you want to use.

NOTE

Keep in mind that you cannot mix the installation of different enhancement package versions in

your ABAP-based SAP system. You can have just one enhancement package version in the SAP

system.

From a business point of view, functional enhancements are grouped into business functions (BFs).

The technical installation of the business functions does not change the system behavior. The new



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functions are available in the system, but are not active. After the installation, no user interface or

process change takes place. You must explicitly activate new functions so that they become visible in

the system. As a result, changes are predictable and there are no side effects as only the activated areas

change.

With the switch framework technology (transaction SFW5), it is possible to control the activation of

new SAP objects in ABAP-based SAP systems. The activation process triggers a background job that

automatically performs all changes in the SAP system.

CAUTION

You cannot reverse most business function once they are activated. Due to technical restrictions,

only a limited number of business functions are reversible.

After you have activated a business function, you can see the changes and new developments in the

SAP system, for example:

■ Menu entries

■ New screens

■ New fields on the application user interfaces

■ IMG activities required for the implementation

■ New table entries in Customizing tables and system tables

You can create a transport request with the current settings of the switch framework. You can check

functional changes and the impact of an activated business function in advance in the business function

documentation.

RECOMMENDATION

Test the installation and activation on a sandbox system.

Maintenance

SAP enhancement packages have Support Packages of their own that are equivalent to the Support

Package versions of the underlying SAP system. We highly recommend installing the enhancement

package in combination with the latest available Support Package stack. This approach reduces

installation, modification adjustment, and testing effort. Using this strategy, you can install SAP

enhancement packages as a normal maintenance activity together with Support Package stacks.

An enhancement package requires a specific Support Package stack level in the source release SAP

system.

NOTE

If the SAP system is on a lower Support Package stack level, all relevant Support Package stacks

for the EHP installation are automatically included into the download queue by the

Maintenance Optimizer, as well as the latest available Support Packages for the enhancement

package.



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Tools

The enhancement package installation requires the following tools:

■ SAP Solution Manager

NOTE

Use of SAP Solution Manager is mandatory.

You require at least one of the following versions of SAP Solution Manager.

● SAP Solution Manager 7.0 EHP1, SPS23 or higher

● SAP Solution Manager 7.1, SPS01 or higher

SAP Solution Manager 7.0 EHP1, SPS23 supports all update and maintenance processes (for

example, transaction SMSY or Maintenance Optimizer) There is no need to upgrade to SAP

Solution Manager 7.1.

For more information, see SAP Service Marketplace at http://service.sap.com/

solutionmanager .

Make sure that you have correctly defined and maintained your system landscape in SAP

Solution Manager (transaction SMSY). To verify and correct your system landscape SAP highly

recommends that you use Landscape Verification 1.0 for SAP Solution Manager 7.0, which is

an add-on to your SAP Solution Manager 7.0 system. This add-on allows you to identify and

correct issues in your SAP Solution Manager landscape (transaction SMSY) before they cause

problems, for example during a system update. Examples for errors are a missing connection

to the System Landscape Directory or the wrong assignment of products to technical systems.

For each type of error, a generic description for the solution is provided.

For more information about the landscape verification add-on, see SDN at http://

www.sdn.sap.com/irj/sdn Application Lifecycle Management Technical Enablement Update and

Upgrade Related Areas on Upgrade and Update Management Landscape Verification (http://

www.sdn.sap.com/irj/sdn/alm?rid=/webcontent/uuid/

70fc3790-7ec9-2d10-57ad-95b2d0d1185d).

RECOMMENDATION

Before installing the enhancement package, we recommend that you install the landsape

verification add-on to check your landscape setup and your data ( transaction SMSY) and to

correct data should ii be necessary.

■ Installation or upgrade tools (depending on your scenario)

The SAP Solution Manager Maintenance Optimizer (transaction DSWP) supports the download of a

consistent queue that includes all necessary Support Packages and enhancement packages. In addition,

SAP Solution Manager calculates a valid import queue for the selected SAP system and generates the

enhancement package stack configuration file that you require for the installation.

For the new installation of an SAP system including enhancement package you use the standard

installation tool (SAPinst).



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http://service.sap.com/solutionmanager


http://www.sdn.sap.com/irj/sdn


http://www.sdn.sap.com/irj/sdn/alm?rid=/webcontent/uuid/70fc3790-7ec9-2d10-57ad-95b2d0d1185d



To install an enhancement package on an existing SAP system, as well as for the upgrade of an SAP

system to a higher release including an enhancement package, you use the Software Update Manager

(SUM).

2.2 Key Facts About Enhancement Packages

The following list summarizes important facts about the enhancement package concept and

recommended approaches:

■ Install only selected parts of the enhancement package. The selection is driven by the functional

need from a business point of view.

■ You cannot mix the installation of different enhancement package versions in your ABAP-based

SAP system. You can have just one enhancement package version in the SAP system. This means,

if you have already updated technical usages to a previous EHP you need to apply the current EHP

to those components as well.

■ SAP enhancement packages are cumulative, meaning that each new enhancement package

includes new innovations of its own as well as all innovations delivered with prior packages.

■ We recommend installing the latest available enhancement package version.

■ Install enhancement packages and Support Packages in one single step (this includes the

preconditioned Support Packages).

■ SAP enhancement packages have Support Packages of their own that are equivalent to the Support

Package versions of the underlying SAP system.

■ SAP enhancement packages have the same maintenance period as the underlying core application.

■ The installation of an enhancement package is irreversible.

■ As long as you do not activate a business function, the installation of an enhancement package has

no impact on existing business processes or user interfaces.

You can only activate business functions in ABAP-based systems, not in Java-based SAP systems.

■ The activation of most business functions and extension sets is irreversible. Only a small number

of business functions is reversible.

Test the installation process and activation of new functions in advance on a sandbox system.

Ensure that you evaluate the runtime and the SAP system behavior, its dependencies and impacts.

Make sure that your SAP system is free of errors before going live.


2.2 Key Facts About Enhancement Packages

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3 Main Implementation Processes and Related Documentation

The following processes are the most important implementation processes for installing, updating,

and upgrading SAP NetWeaver server-based SAP applications:

■ New installation of an SAP system including an enhancement package (installation)

■ Installation of an enhancement package on an existing SAP system (update)

■ Upgrade to an SAP system including an enhancement package (upgrade)

Each of the implementation processes consists of a planning phase and an implementation phase. Each

phase is divided into steps that describe the processes in detail. Each step contains references to the

corresponding documentation to ensure that you can easily find the information you need.

The process sequences give a comprehensive overview of all possible steps. You only need to select the

steps that are relevant for your requirements.

NOTE

If you have already decided which business scenarios and business functions to implement, you

can ignore the corresponding step in the planning phase of the installation, update, or upgrade

process sequences.

NOTE

Detailed implementations sequences for business scenarios are also found in this Master Guide,

see section SAP CRM Business Scenarios [page 93]. These implementation sequences describe the

components required for a specific scenario and the sequence in which they need to be installed,

they do not describe the installation process itself, as is done in this and the following sections.

The following figure shows the Application Lifecycle Management phases, the associated user profiles,

and how they map to the slightly simplified planning and implementation phases described in the

sections linked below.


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Figure 1: Application Lifecycle Management

For more information about Application Lifecycle Management, see http://service.sap.com/alm.

The processes are described in the following sections:

■ Planning for Installation, Update, and Upgrade Processes [page 16]

■ Implementation of the Installation Process [page 19]

■ Implementation of the Update Process [page 22]

■ Implementation of the Upgrade Process [page 25]

3.1 Planning for Installation, Update, and Upgrade Processes

The planning phase is the general starting point for any kind of enhancement package implementation

project. The detailed definition of your scope and requirements is the key success factor for a smooth

project. You discover new developments and functions to find out which solution best suits your needs

and you cover the business aspects as well as the technical aspects of your implementation.

The following table lists the topics you need to consider in the planning phase with references to relevant

documentation. You have to look into those steps that are relevant for your requirements.

NOTE

How to read the table in this section:

■ The first column contains the name of the process step.

■ The middle column contains a short description of the step and some documentation

references that are always followed by a number in square brackets, for example, [1]. This

number corresponds with the same number in a list in the third column, for example, 1.



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■ The third column contains the full title of the documents referred to in the middle column,

as well as where to find them. The documents are numbered in the same way as in the middle

column.

Steps Step Description Documentation

Scope and Requirements

Define your business scope, such as business scenarios and business functions you want to use.You can find information about scope topics at the Enhancement Package Info Center [1].The SAP Solution Browser Tool gives you a summary of key functional changes between two releases or SAP enhancement packages [2].You can find detailed information about business functions on the SAP Help Portal [3].

1. http://service.sap.com/crm-ehp

2. http://solutionbrowser.erp.

sap.fmpmedia.com

3. http://help.sap.com/crm-core

<Choose a release> Application Help SAP Library SAP Customer Relationship Management

Business Functions for SAP Customer Relationship Management

Dependencies to Other Systems in the Landscape

NOTE

Only relevant for upgrades!

The upgrade of one SAP system might have an impact on other systems in your system landscape. Check whether such dependencies exist using the Upgrade Dependency Analyzer.

http://service.sap.com/uda

Landscape Planning If you want to change or modify your existing system landscape, make yourself familiar with the available system landscape options.For detailed information about business landscape options, use the Planning Guide - SAP Business Suite Landscape Implementation.

http://service.sap.com /instguides

Installation & Upgrade Guides SAP Business Suite Applications SAP CRM SAP enhancement package 2 for SAP CRM 7.0For more information, see SAP Note 1388258.

Business Functions Identify the business functions that you wish to activate based on your business needs.

CAUTION

It is not possible to uninstall an enhancement package. Furthermore, you cannot revoke the activation of most business functions and it is only possible to transport complete business function switch settings across your

http://help.sap.com/crm-core <Choose a release> Application Help SAP Library SAP Customer Relationship Management Business Functions for SAP Customer Relationship Management



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http://service.sap.com/crm-ehp

http://solutionbrowser.erp.sap.fmpmedia.com

http://solutionbrowser.erp.sap.fmpmedia.com

http://help.sap.com/crm-core

http://service.sap.com/uda


http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=1388258&_NLANG=en&_NVERS=0


Steps Step Description Documentationsystem landscape. For these reasons, we recommend testing the business functions thoroughly in a dedicated evaluation system (not the development system), until you are sure that you definitely want to use them. It makes sense to use a copy of your production system as evaluation system.

Hardware & Software Prerequisites

Check the availability of the required SPs or SP stack of the application as well as for the corresponding SAP NetWeaver release are available. The upgrade stops if the equivalent support package of the target release is missing. It is not a prerequisite and not recommended to implement the latest SP stack in your source system before doing an upgrade or EHP implementation.The support package equivalence levels are described in SAP Notes [1].The SP stack implementation is also described in the Software Update Manager guide [2]For more information about SP stack strategy and the release schedule, see the SAP Service Marketplace [3].

1. SP Stack notes: ■ SAP Note 837413 (SAP CRM) ■ SAP Note 789220 (SAP NetWeaver)

2. http://service.sap.com /instguides

Installation & Upgrade Guides SAP Business Suite Applications SAP CRM SAP enhancement package 2 for SAP CRM 7.0 Update Guide - Update of SAP Systems Using Software Update Manager <latest version>

3. http://service.sap.com /sp-stacks

Check which platforms are supported for your target release (OS/DB dependencies) with the Product Availability Matrix.

http://service.sap.com/pam

Check which hardware sizing is required for your target release.

http://service.sap.com/sizing

Solution Manager Prerequisites

Make sure that your SAP Solution Manager system has at least the support package (SP) level and content: ■ SAP Solution Manager 7.01 SP

Stack 23 ■ SAP Solution Manager 7.1 SP

Stack 01 ■ Content: ST-ICO 150_700 SP 31

All SAP Solution Manager guides are available at:http://service.sap.com /instguides

Installation & Upgrade Guides SAP Components SAP Solution Manager Release 7.0 EHP1

1. Upgrade Guide – SAP Solution Manager 7.0 incl. Enhancement Package 1

2. Update Guide SAP Enhancement Package 1 for SAP Solution Manger 7.0

3. Solution Operations Guide – SAP Solution Manager 7.0 EHP1.



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http://service.sap.com/sp-stacks


http://service.sap.com/sizing


Steps Step Description DocumentationNOTE

The use of the Solution Manager Content is recommended, not mandatory.

Check if you need to do an update or upgrade of your SAP Solution Manager application or content and select your required upgrade or update: ■ Upgrade from source releases

SAP Solution Manager 3.1 and 3.2. [1]

■ Update from source releases SAP Solution Manager 7.0. [2]

After an upgrade or update to SAP Solution Manager 7.0 EHP1, you need to do follow-up actions described in the section Software Change Management of the Solution Operations Guide. [3]

Add-on Compatibility If you want to use add-ons, check their compatibility with your target release.

SAP Note 1600494

Testing You perform regression and acceptance tests.After the installation of an SAP enhancement package, you find additional information with the help of the Impact Analyzer tool [2] and you can access test cases for individual business functions [3].

NOTE

Switch BC Sets are also delivered with business functions. They are automatically unpacked when you activate the business function.

1. To use the Impact Analyzer call transaction SFW5 and right-click a business function.

2. To access test cases, call transaction SFW 5 and view the test cases in column SAP Test Catalog.

3.2 Implementation of the Installation Process

The following table lists the steps for a new installation of an SAP system including an enhancement

package. The table lists all possible steps with references to the documentation relevant for each step.

You have to look into those steps that are relevant for your requirements.



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NOTE








column.

Sequence of Steps Step Descriptions Documentation

1System Preparation

Prepare your host systems, for example: ■ Install and update your operating

system. ■ Create the file systems. ■ Check database requirements.You can find this information in the Planning and Preparation section of the relevant installation tool guides [1] and the Installation section of the SAP CRM Master Guide [2].

All guides are found at:http://service.sap.com /instguides

Installation & Upgrade Guides SAP Business Suite Applications SAP CRM SAP enhancement package 2 for SAP CRM 7.01. Installation tool guides:

■ Installation Guide - SAP Systems Based on the Application Server ABAP of SAP NetWeaver 7.0 including EHP3 on <OS>: <DB>

■ Installation Guide - SAP Systems Based on the Application Server Java of SAP NetWeaver 7.3 on <OS>: <DB>

2. Installation Guide - SAP Customer Relationship Management 7.0 Including Enhancement Package 2 Java and ABAP

2Installation Media

Make the required installation media (physical or downloaded media) available.A list of the installation media is found in the relevant SAP NW installation guide (section Preparation) [1] and details are provided in the application-specific media list [2].

Both the installation guide and the application media list are found at:http://service.sap.com /instguides




2. Media List SAP enhancement package 2 for SAP CRM 7.0

3Installation

If required, install the database with the DB-specific installer.Run SAPinst to install your system. This is described in the relevant installation tool


Installation & Upgrade Guides SAP Business Suite Applications SAP CRM SAP enhancement package 2 for SAP CRM 7.0



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Sequence of Steps Step Descriptions Documentationguides [1]. Check also the SAP application-specific installation information in the Installation section of the SAP CRM Master Guide [2].

1. Installation tool guides: ■ Installation Guide - SAP Systems Based

on the Application Server ABAP of SAP NetWeaver 7.0 including EHP3 on <OS>: <DB>



4Post-Installation Steps

Check the relevant installation tool guides [1] and the SAP application-specific installation information in the Installation section of the SAP CRM Master Guide [2].






5Content Installation

If required, you install BW Content as an add-on as described in the relevant SAP Note.

SAP Note 1000822

6Solution Manager Set-Up

To set up your SAP Solution Manager application, perform the following steps:1. Maintain system data in the SAP

System Landscape Directory (SLD).2. Transfer system data from SLD to the

SAP Solution Manager.3. Check the landscape data with the

Landscape Verification tool.4. Create a maintenance transaction in

SAP Solution Manager to calculate support packages and packages for technical usages.

These steps are described in the Maintenance Planning Guide [1].For more information, see the SAP Developer Network: ■ SLD information [2] ■ Landscape Verification tool [3]

1. Maintenance Planning Guide at http://service.sap.com/mopz under the section How-To's and Guides

2. http://www.sdn.sap.com /irj/sdn/

nw-sld

3. http://www.sdn.sap.com/ irj/sdn/

alm?rid=/webcontent/ uuid/

70fc3790-7ec9-2d10

-57ad-95b2d0d1185d



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http://service.sap.com/mopz


http://www.sdn.sap.com/irj/sdn/nw-sld







7Support Package Installation

The support package (SP) equivalence levels are described in SAP Notes [1].Create a maintenance transaction in SAP Solution Manager to calculate support packages and packages for technical usages. Install them as needed.For more information about SP stack strategy, see the SAP Service Marketplace [3].

NOTE

If you have modified SAP code in your system, do not separate the installation of the SP stack and the installation of the SAP enhancement package into two steps. This would mean having to perform the modification adjustment twice (and partially for the same objects).

1. SP Stack notes: ■ SAP Note837413 (SAP CRM) ■ SAP Note789220 (SAP

NetWeaver)2. http://service.sap.com /sp-stacks

8Configuration

Configure new functions, for example new business functions, with the Solution Manager content [1].

NOTE


How to use the Solution Manager Content is described in the SAP Library documentation for SAP Solution Manager [2].

1. See the step Solution Manager Prerequisites in the planning [page 16] section for the correct SAP Solution Manager content release.

2. http://help.sap.com/

solutionmanager SAP Solution Manager Release Implementing and Upgrading SAP Solutions

9Testing

Perform regression and acceptance tests. For more information, see the table entry Testing in the section on Planning for Installation, Update, and Upgrade Processes [page 16] in this guide.

3.3 Implementation of the Update Process

The following table lists the steps for an installation of an enhancement package on an existing SAP

system (update). The table lists all possible steps with references to the documentation relevant for

each step. You have to look into those steps that are relevant for your requirements.

NOTE





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http://service.sap.com/sp-stacks

http://help.sap.com/solutionmanager







column.


1Solution Manager Preparation


System Landscape Directory (SLD).

2. Transfer system data from SLD to the SAP Solution Manager.

3. Check the landscape data with the Landscape Verification tool.

4. Create a maintenance transaction in SAP Solution Manager to calculate support packages and packages for technical usages.



2. http://www.sdn.sap.com/irj /sdn/nw-sld

3. http://www.sdn.sap.com/ irj/sdn/alm?

rid=/webcontent/ uuid/

70fc3790-7ec9-2d10 -57ad-95b2d0d1185d

2System Preparation

Prepare your system as described in the documentation, for example perform OS / DB-specific preparations.This is described in the relevant Software Update Manager (SUM) guide [1]. Check also the SAP application-specific update guide [2].

Both guides are found at:http://service.sap.com /instguides

Installation & Upgrade Guides SAP Business Suite Applications SAP CRM SAP enhancement package 2 for SAP CRM 7.01. Update Guide - Update of SAP Systems Using Software

Update Manager <latest version>

NOTE

You always need to use the latest version of the SUM tool and guide. Only the latest guide version is available at the SAP Service Marketplace.

2. Upgrade & Update Guide - SAP Customer Relationship Management 7.0 Enhancement Package 2 <ABAP or Java>

3Software Calculation & Download

Create the maintenance transaction in SAP Solution Manager Maintenance Optimizer to calculate the required software packages.

Maintenance Planning Guide at http://service.sap.com/mopz under the section How-To's and Guides



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Sequence of Steps Step Descriptions DocumentationYou can also select additional software packages (for example add-ons or additional usage types or software units).Download the software packages using the Download Manager.

4Enhancement Package Installation

Run Software Update Manager to update your system with the software packages calculated in step 3.This is described in the relevant Software Update Manager (SUM) guide [1]. Check also the SAP application-specific update guide [2].




NOTE



5Follow-Up Steps

Perform technical and application-specific follow-up activities (for example, activating business functions) after the enhancement package installation is done.This is described in the relevant Software Update Manager (SUM) guide [1]. Check also the SAP application-specific update guide [2].




NOTE



6Content Update

Check if you need to update content related to: ■ SAP NetWeaver Portal [1]

You use the Java Support Package Manager to update portal content.

■ SAP Business Warehouse [2] ■ SAP NetWeaver Process

Integration [3]For more information, see SAP Note 1388258

1. http://help.sap.com/netweaver SAP NetWeaver Release Application Help SAP NetWeaver SAP NetWeaver by Key Capability

Solution Life Cycle Management by Key CapabilitySoftware Life Cycle Management Software

Maintenance Java Support Package Manager2. SAP Note 10008223. SAP Note 836200, SAP Note 1515223 and

http://help.sap.com/nw703 What’s New - Release Notes Release Notes by SAP NetWeaver Systems and Standalone Engines SAP Enhancement Package 3 Release Notes for Usage Type PI .



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http://help.sap.com/netweaver




http://help.sap.com/nw703


7Configuration

Configure newly installed enhancement package functions, for example new business functions with the Solution Manager content [1].

NOTE



1. See the step Solution Manager Prerequisites in the planning section in Planning for Installation, Update, and Upgrade Processes [page 16] for the correct SAP Solution Manager content release.

2. http://help.sap.com/solutionmanager

SAP Solution Manager Release Implementing and Upgrading SAP Solutions

8Configuration

Perform regression and acceptance tests.

For more information, see the table entry Testingin the section on Planning for Installation, Update, and Upgrade Processes [page 16] in this guide.

3.4 Implementation of the Upgrade Process

The following table lists the steps for a new installation of an SAP system including an enhancement

package. The table lists all possible steps with references to the documentation relevant for each step.

You have to look into those steps that are relevant for your requirements.

NOTE








column.


1Solution Manager Preparation


System Landscape Directory (SLD).2. Transfer system data from SLD to the

SAP Solution Manager.3. Check the landscape data with the

Landscape Verification tool.


2. http://www.sdn.sap.com /irj/sdn/

nw-sld

3. http://www.sdn.sap.com/ irj/sdn/

alm?rid=/webcontent/ uuid/



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Sequence of Steps Step Descriptions Documentation4. Create a maintenance transaction in

SAP Solution Manager to calculate support packages and packages for technical usages.


70fc3790-7ec9-2d10

-57ad-95b2d0d1185d

2System Preparation

Prepare your system as described in the documentation, for example perform OS/ DB-specific preparations.This is described in the relevant Software Update Manager guide [1]. Check also the SAP application-specific upgrade guide [2].


Installation & Upgrade Guides SAP Business Suite Applications SAP CRM SAP enhancement package 2 for SAP CRM 7.01. Update Guide - Update of SAP Systems Using

Software Update Manager <latest version>

NOTE



3Software Calculation & Download

Create the maintenance transaction in SAP Solution Manager Maintenance Optimizer to calculate the required software packages.You can also select additional software packages (for example add-ons or additional usage types or software units).Download the software packages using the Download Manager.

Maintenance Planning Guide at http://service.sap.com/mopz under the section How-To's and Guides

4SAP System Upgrade

Run Software Update Manager to upgrade your system to the target release including the selected software packages.This is described in the relevant Software Update Manager guide [1]. Check also the SAP application-specific upgrade guide [2].


Installation & Upgrade Guides SAP Business Suite Applications SAP CRM SAP enhancement package 2 for SAP CRM 7.01. Update Guide - Update of SAP Systems Using


NOTE




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Sequence of Steps Step Descriptions Documentation2. Upgrade & Update Guide - SAP Customer

Relationship Management 7.0 Enhancement Package 2 <ABAP or Java>

5Post-Upgrade Steps

Perform technical and application-specific follow-up activities after the upgrade is finished.This is described in the relevant Software Update Manager guide [1]. Check also the SAP application-specific upgrade guide [2].


Installation & Upgrade Guides SAP Business Suite Applications SAP CRM SAP enhancement package 2 for SAP CRM 7.01. Update guide- Update of SAP Systems Using


NOTE



6Content Upgrade

Check if you need to update content related to: ■ SAP NetWeaver Portal [1]

You use the Java Support Package Manager to update portal content.

■ SAP Business Warehouse [2] ■ SAP NetWeaver Process Integration [3]For more information, see SAP Note 1388258

1. http://help.sap.com/netweaver

SAP NetWeaver Release Functional View SAP NetWeaver by Key Capability

Solution Life Cycle Management by Key Capability Software Life Cycle Management Software Maintenance Java Support Package Manager

2. SAP Note 10008223. SAP Note 836200, SAP Note 1515223

and http://help.sap.com/nw703

What’s New - Release Notes Release Notes by SAP NetWeaver Systems and Standalone Engines SAP Enhancement Package 3 Release Notes for Usage Type PI .

7Configuration

Configure upgraded or new functions, for example new business functions, with the Solution Manager content [1].

NOTE



1. See the step Solution Manager Prerequisites in the planning section in Planning for Installation, Update, and Upgrade Processes [page 16]under for the correct SAP Solution Manager content release.

2. http://help.sap.com/

solutionmanager SAP Solution Manager Release Upgrade Management



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http://help.sap.com/netweaver








8Testing

Perform regression and acceptance tests. For more information, see the table entry Testing in the section onPlanning for Installation, Update, and Upgrade Processes [page 16] in this guide.



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4 SAP CRM Overview

4.1 Introduction to SAP CRM

SAP Customer Relationship Management (SAP CRM) is a complete multichannel suite supporting all

customer-facing lines of business across marketing, sales, and service, as well as customer interaction

channels such as the interaction center, the Internet, and mobile clients.

It provides you with:

■ Cross-industry and industry-specific end-to-end business processes

■ Flexible and process-based deployment options

■ An open, adaptable technology platform, powered by SAP NetWeaver

At the center of SAP CRM is the CRM server, which consists of CRM Enterprise functions, CRM

Middleware, and various adapters. SAP CRM enables communication channels between the CRM

system and mobile clients, handhelds, the Internet, and telephones or e-mail. SAP ERP systems can be

used as back-end systems, whereas SAP NetWeaver Business Warehouse (BW) and SAP Supply Chain

Management (SCM) enhance the spectrum of functions.

Figure 2: Overview of SAP CRM

4.2 Installable Software Units

EHP2 for SAP CRM 7.0 is based on EHP3 for SAP NetWeaver 7.0.

4 SAP CRM Overview

4.1 Introduction to SAP CRM

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EHP2 for SAP CRM 7.0 consists of a variety of installable software units that provide a large range of

functions. The software units are divided into the following groups in this document:

Software Unit Group Description

CRM Core [page 30] Software units that are essential for your CRM system landscape: ■ CRM Application Server ABAP ■ CRM Application Server Java ■ WebClient UIFor more information, see Developing and Modifying Applications: SAP NetWeaver Development Infrastructure [page 151].

CRM Mobile Client Component [page 37] Components required for a mobile system landscape

CRM Handheld Integration [page 40] Components required for CRM handheld integration

Workforce Deployment [page 42] Component required for service orders

Standalone Components [page 43] Components that provide additional functions. In most cases their use is optional.

Application Systems [page 46] OLTP back-end, as well as SAP NetWeaver BW, SAP SCM server, and SAP SRM server

SAP Solution Manager [page 48] SAP Solution Manager is mandatory for an SAP CRM implementation.

Content Types [page 50] Different types of content that are available for SAP CRM, for example, content for the System Landscape Directory

4.2.1 CRM Core

Installable software units of CRM Core

CRM Application Server ABAP and CRM Application Server Java provide the core functions for SAP

CRM, for example, in the area of Marketing, Sales, Service, Interaction Center, or CRM Web Channel

scenarios. A CRM system landscape containing CRM Application Server ABAP and CRM Application

Server Java already enables you to operate a large range of business processes. To run further processes,

you can enhance this basic system landscape with other software units. You can, for example, use CRM

Mobile Components to enable the use of marketing, sales, and service functionality in an offline

environment or use SAP NetWeaver Business Warehouse for analytics.

The detailed structure of CRM Core is as follows:

■ CRM Application Server ABAP

CRM Application Server ABAP provides the core functions of Marketing, Sales, Service, and

Interaction Center scenarios. For CRM Web Channel scenarios, you also need CRM Application

Server Java.

CRM Application Server ABAP consists of the following software components:

● MDG FOUNDATION 731

● SAP CRM ABAP 7.02

● SAP WEB UIF 7.31

● SAP AP 7.00 (includes IPC)

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● SAP_BS_FOUNDATION 731

● SAP EHP3 for SAP NetWeaver 7.0 – Application Server ABAP

■ CRM Application Server Java

CRM Application Server Java consists of the following software components:

● CRM JAVA APPLICATIONS 7.02

● SAP EHP3 for SAP NetWeaver 7.0 – Application Server Java and Alternative Act. Instances

● SAP JAVA DATA DICTIONARY 7.02

● SAP SHARED JAVA APPLIC. 7.02

■ CRM Application Server Java NW 7.3

CRM Application Server Java with SAP NetWeaver 7.3 (for Java hubs) consists of the following

software components:


● SAP JAVA DICTIONARY 7.32

● SAP NETWEAVER 7.3 — AS Java Extensions


■ NWDI Design/Build Time Content

NWDI Design/Build Time Content can be deployed independently of CRM Application Server Java

and consists of the following software components:

● APACHE JAKARTA STRUTS 1.1

● CRM IPC MOBILE 7.02


● CRM JAVA COMPONENTS 7.02

● CRM JAVA WEB COMPONENTS 7.02



● SAP SHARED JAVA COMPONENTS 7.02

● SAP SHARED WEB COMPONENTS 7.02

● TEALEAF 4.5 (installation option)

NOTE

Up to and including SAP CRM 2007, the software components listed for NWDI Design/Build

Time Content had been part of CRM Application Server Java.

■ NWDI Design/Build Time NW7.3

NWDI Design/Build Time with SAP NetWeaver 7.3 (for Java hubs) consists of the following software

components:

● APACHE JAKARTA STRUTS 1.1

● CRM IPC MOBILE 7.32


● CRM JAVA COMPONENTS 7.32

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● CRM JAVA WEB COMPONENTS 7.32



● SAP SHARED JAVA COMPONENTS 7.32

● SAP SHARED WEB COMPONENTS 7.32

● TEALEAF 4.5 (installation option)

Using CRM Core with and without CRM Java Components

You can distinguish between the following:

■ CRM Core with CRM Java Components (JCRM)

■ CRM Core without CRM Java Components (JCRM)

For some processes of the business scenarios, you do not need to install CRM Java Components (JCRM)

because these business scenarios run with CRM Application Server ABAP only. Some business scenarios

and applications need to have all core functions, both CRM Application Server ABAP and CRM

Application Server Java. For the following business scenarios, you must have installed CRM Core with

CRM Java Components (JCRM):

■ CRM Web Channel

■ Business scenarios in which you want to use product configuration, for example, the business

process Sales Order Processing (Configure-to-Order) in CRM.

You only need to install SAP NetWeaver Application Server Java (AS Java) for the following applications:

■ SAP NetWeaver Exchange Infrastructure

The Internet Pricing and Configurator (IPC) functions for pricing has been integrated in the Virtual

Machine Container (VMC) of SAP NetWeaver 7.0. You no longer have to install SAP NetWeaver

Application Server Java to run the Java applications for pricing, since these are now processed on SAP

NetWeaver Application Server ABAP only.

To use the product configuration functions, you additionally need to install SAP NetWeaver

Application Server Java (part of CRM Application Server Java) to display the product configuration UI.

To use the functions for product configuration, you have to perform the necessary configuration steps.

NOTE

For scenarios in which you use pricing, you have to activate the Virtual Machine Container (VMC),

which is a prerequisite for running pricing. For information about activating VMC, see SAP Note

854170.

The installation program SAPinst can install CRM Application Server ABAP and the underlying

SAP NetWeaver Application Server ABAP in a single installation run. The same applies to CRM

Application Server Java and the underlying SAP NetWeaver Application Server Java. Carry out 2

installation runs, one for ABAP and one for Java, and make sure that 2 different system IDs (SID) are

used.

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Figure 3: CRM Core with CRM Java Components (JCRM)

WebClient UI

The WebClient UI is an integrated, clearly arranged, and Web-based user interface. For more

information, see the following SAP Notes:

■ SAP Note 1118231 Supported user interfaces for SAP CRM

■ SAP Note 1600364 EHP2 for SAP CRM 7.0 Internet Browser Releases

The Web-based user interface offers the following benefits:

■ Clearly arranged page layout

■ Flexible and easy-to-use interface configuration

■ Simple and intuitive navigation

■ Easy-to-use personalization

■ Enhanced search concept

■ Toolbar for functions

■ Terminology that is suited to the new user interface

NOTE

The CRM Web Channel application has not been integrated into the WebClient UI. This

application uses its own user interface based on Java. For more information about CRM Web

Channel and accessing this application, see installation guides for EHP2 for SAP CRM 7.0 on SAP

Service Marketplace at http://service.sap.com/instguides.

Components of the WebClient UI

The WebClient UI runs within a Web browser, so you only have to install a Web browser on the client

side. You can use functions from all CRM application areas in a single user interface. An SAP GUI is

not necessary. The WebClient UI is fully based on CRM Application Server ABAP using business server

page (BSP) technology.

On the server side, the WebClient UI is based on a multilayer architecture. It consists of the following

components:

■ Presentation layer

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The business server pages (BSPs) are the presentation layer of the WebClient UI. They are the basis

for the HTML pages.

■ Business layer

Data of business objects, such as business partners, products, and transactions are processed by the

business layer of the WebClient UI. The business layer comprises the following parts:

● Business object layer (BOL)

The BOL stores the business object data at runtime of a WebClient UI session. It ensures the

separation of the user interfaces and the underlying business logic.

● Generic interaction layer (GenIL)

The GenIL processes the data transfer from the BOL to the application programming interfaces

(APIs) of the underlying CRM business engine, that is, application logic and database tables.

The GenIL connects the BOL to the underlying business logic and database.

■ CRM database

Figure 4: WebClientUI Architecture

Internet Communication Framework

The Internet communication framework (ICF) services that are used to communicate between the

Web browser and the BSP runtime are installed automatically as part of SAP NetWeaver Application

Server. The WebClient UI requires relevant ICF Services.

You have to activate all sub services (transaction SICF) under the following nodes:

■ default_host/sap/bc/bsp/sap

■ default_host/sap/crm

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NOTE

If you have activated all the necessary ICF services you do not have to do anything else for the

interaction center scenarios.

For more information about activating the ICF services for the WebClient UI (transaction SICF) after

the installation, see SAP Library for SAP NetWeaver 7.0 including EHP3 at SAP NetWeaver Library SAP

NetWeaver by Key Capability Application Platform by Key Capability Platform-Wide Services Connectivity

Components of SAP Communication Technology Communication Between ABAP and Non-ABAP Technologies

Internet Communication Framework Development Server-Side Development Creating and Configuring an ICF Service

Activating and Deactivating ICF Services .

The WebClient UI can be accessed using a Uniform Resource Locator (URL). The URL of the WebClient

UI has the following structure (default configuration):

http://<Host Name>.<Domain Name>.<Extension>:<Port Number>/sap/bc/bsp/sap/

crm_ui_frame/default.htm

For more information about creating the URL for the WebClient UI, see SAP Library for SAP NetWeaver

7.0 including EHP2 at SAP NetWeaver Library SAP NetWeaver by Key Capability Application Platform by Key

Capability ABAP Technology UI Technology Web UI Technology Business Server Pages Programming Model

What is a BSP Application? Accessing a BSP Application .

NOTE

WebClient UI supports single sign-on (SSO) by using the standard SAP NetWeaver SSO

functionality. There is no WebClient UI-specific SSO installation process.

SAP NetWeaver Portal and Business Package

SAP NetWeaver Portal is not delivered with EHP2 for SAP CRM 7.0, however with this release you can

integrate the WebClient UI in an already installed SAP NetWeaver Portal (part of EHP3 for SAP

NetWeaver 7.0). The required content is delivered in business package components. The business

package provides employees with central access to data and information they require for their daily

work. The business package contains the following roles:

■ Channel Manager (ep.bp_crm.chm-cm.CHM-CM)

■ Partner Manager (ep.bp_crm.chm-pm.CHM-PM)

■ Channel Manager (Telecommunications)

(com.sap.pct.ist.tdm.TEL-CM)

■ Partner Manager (Telecommunications)

(com.sap.pct.ist.tdm.TEL-PM)

■ Customer (ep.bp_crm.cst)

You can upload the business roles created in the WebClient UI to SAP NetWeaver Portal.

For more information about portal integration into EHP2 for SAP CRM 7.0, see the following:

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■ Customizing for Customer Relationship Management under UI Framework Portal Integration

Overview

■ SAP Library for Customer Relationship Management at WebClient UI Framework Portal

Integration

The business packages for the releases SAP CRM 3.1, 4.0, and 5.0 cannot be used in EHP2 for SAP CRM

7.0 because they only run in the People-Centric UI. You cannot reuse the business roles that you have

created in the People-Centric UI.

If you use EHP2 for SAP CRM 7.0 with SAP NetWeaver Portal, use SAP Web Dispatcher for load balancing.

For more information, see SAP Note 1040325.

UI Configuration

You can also configure the user interface of EHP2 for SAP CRM 7.0 yourself with the configuration

tool, by showing, hiding, renaming, or regrouping page fields, for example.

To adapt the WebClient UI to your corporate identity, a bundle of integrated tools is provided. These

tools support the UI configuration in an efficient and integrative way, by providing, for example, the

following functions:

■ Adding new fields to business objects

■ Positioning fields on views

■ Renaming field labels

■ Using personalization

■ Defining captions

■ Defining navigation bar entries

■ Creating business roles

The CRM UI configuration tool is an easy to use tool for adjusting the CRM standard views to your

needs. For example, project team members or consultants can adjust the UI and use the tool for the

following activities:

■ Configuring pages

■ Configuring blocks

■ Configuring fields

Custom UI Enhancements

As a prerequisite for keeping your custom UI enhancements valid and functional after upgrading to

EhP2 for CRM 7.0, use the following tools available in the WebClient UI framework:

■ Checking general consistency

In Customizing for Customer Relationship Management, choose UI Framework UI Framework

Definition Perform WebClient UI Framework Checks to analyze the consistency of UI repository data

and configuration data. If errors are detected, you can navigate from the error messages to the

affected system objects.

■ Checking runtime repositories

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In Customizing for Customer Relationship Management, choose UI Framework UI Framework

Definition Compare Runtime Repositories to compare the runtime repository of an enhanced UI

component with the SAP standard runtime repository.

These tools support you in finding issues that may invalidate your custom UI enhancements.

Depending on the results of the checks, reworking and adapting the custom implementation of UI

enhancements may be required.

SAP GUI

SAP GUI is used for system administration functions and maintaining application Customizing. Some

administrative transactions are still available on SAP GUI, and accessible from SAP Easy Access Menu.

They are excluded from the UI migration.

CAUTION

The People-Centric UI (PC UI) is no longer supported.

You can use SAP GUI for Windows or SAP GUI for Java.

For information about the SAP GUI family, see SAP Developer Network at http://www.sdn.sap.com/

irj/sdn/sap-gui, and Master Guide — SAP NetWeaver 7.0 available on SAP Service Marketplace at http://

service.sap.com/instguidesNW70.

4.2.2 CRM Mobile Client Component

This group consists of a range of components that enable you to use marketing, sales, and service

functions on a laptop. Most of the components are based on Microsoft .NET technology, some use

Microsoft Component Object Model (COM) technology. Microsoft Installers are used for the

installation.

Structure of CRM Mobile Client Component

The CRM Mobile Client application consists of the following software components:

■ CRM Mobile Application Studio – CRM MAS 5.0

■ CRM Mobile Application Repository – CRM MAR 7.01

■ CRM Authorization Management Tool – CRM AMT 7.01

■ CRM COMMUNICATION STATION 5.0

■ CRM MOBILE CLIENT 7.01

■ MOB. CLIENT COMPANION 7.01 (optional)

■ PLANOGRAM (STRATEGIX) 5.0

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Components and Their Use

Mobile Client

Field sales users have special mobile client software and an Internet Pricing and Configurator (IPC) on

their laptops, which enable them to work offline. The IPC is automatically installed during the CRM

Mobile Client setup.

The mobile client applications run on a Microsoft SQL database or Microsoft data engine. They comprise

Mobile Sales High Tech (standard), Mobile Sales Consumer Goods, Mobile Sales Pharma, and Mobile

Service.

CAUTION

Due to synchronization issues, you cannot use groupware integration between the CRM server

and the groupware server at the same time as using client synchronization. You can only choose

one of these integration possibilities.

Mobile Client Companion

Mobile Client Companion is an extension to the CRM Mobile Sales laptop application that runs on a

personal digital assistant (PDA) and synchronizes data with the Mobile Sales application running on a

laptop. This application is available for two industry verticals:

■ Mobile Sales – Consumer Packaged Goods

■ Mobile Sales – Pharmaceuticals

This application enables field sales representatives to:

■ Manage their activities and appointments

■ Maintain data on samples and sample distribution, and perform sample-management tasks in the

pharmaceutical business scenario

■ Maintain institution (business partner) and contact person details that help in maintaining

marketing profiles

Mobile Application Studio

The Mobile Application Studio (MAS) must be installed on the mobile development workstation. It is

an object-oriented, visual development tool that is tailored to the architecture of SAP mobile client

applications. It allows you to customize mobile client applications, delivered by SAP, according to your

specific business requirements, or develop your own applications.

Mobile Application Repository

The metadata of a mobile client application is delivered as the Mobile Application Repository (MAR).

This repository must be installed on the Mobile Repository Server (MRS) for each environment.

Application developers working on individual mobile development workstations establish a connection

with the MAR from MAS.

Authorization Management Tool

The Authorization Management Tool (AMT) can be installed on the mobile development workstation,

as well as on a separate system. It needs access to the Mobile Application Repository and the client

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framework. It enables you to define authorizations (access rights) for mobile client users, for example,

sales representatives, to use a mobile client application such as Mobile Sales. You can define access rights

to underlying objects, such as the application, business components, tile sets, tiles, business objects,

and properties of business objects.

Communication Station

The Communication Station connects mobile clients with the CRM server. Mobile clients from inside

and outside the firewall connect to the Communication Station for data exchange. The

Communication Station itself establishes the connection to the CRM server.

Installation of CRM Mobile Client Component

The installation of mobile client components requires certain .NET installations. For more information,

see SAP Note 879643.

You must install the software on the different systems that make up the mobile system landscape, as

described below:

System Description

Mobile Application Repository server Server designated for the central Mobile Application Repository and test application database

Mobile Application Studio server Server, PC, or laptop designated for customizing and designing the mobile client applications and for assigning user access definitions and templates, if required, for using these applications

Mobile client Server, PC, or laptop that sales and service people use for their work

Workgroup server Server designated for storing the central database to which the workgroup clients connect. The server is connected to the CRM server via the Communication Station.

Workgroup client PC or laptop that connects to the workgroup server to use the same database concurrently

For a complete landscape, a Communication Station, a back-end server (for example, an ERP system),

and a CRM server are also required.

The following figure provides an overview of the systems in a mobile system landscape:

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Figure 5: CRM Mobile System Landscape

4.2.3 CRM Handheld Integration

You can integrate different handheld devices with SAP CRM, such as devices based on Microsoft

Windows Mobile platform, RIM BlackBerry, Nokia or Apple iPhone or iPad. For more information, see

Mobile Apps in SAP Business Suite on http://help.sap.com/crm.

CRM Mobile Sales for Handheld (MSA for HH)

CRM handheld scenarios provide sales employees with the ability to keep track of their assignments

better as well as tackle sales-related situations proficiently by using handheld devices. It allows them

to work outside the office and grants them wireless access to the application either by online connection

or by using synchronization when in offline mode. In addition, the users' saved data becomes available

to the CRM server. The CRM handheld scenarios use the business logic of the CRM server to keep all

read and written assignments and time specifications consistent with the CRM system.

The CRM handheld integration consists of the following components:

■ MSA 5.0

■ Prerequisite: SAP Netweaver 7.0

■ Main instance: SAP NetWeaver Mobile Infrastructure (MI)

The CRM handheld scenarios support Microsoft Windows Mobile-based devices.

For more information, see SAP Service Marketplace at http://service.sap.com/mobile.

CRM Mobile Sales for Handheld makes use of SAP NetWeaver 7.0 Mobile Infrastructure (SAP NetWeaver

MI).

The Mobile Infrastructure enables field personnel to participate in a business process in an occasionally

connected mode. In this mode, a direct connection using WLAN or General Packet Radio Service (GPRS)

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between mobile device and back end is only established at synchronization, that is, when the MI server

and MI client exchange data to keep server and client updated.

SAP NetWeaver MI consists of the following parts:

■ SAP NetWeaver MI server: Requires the ABAP and Java application server to run on the same

system. It serves, for example, for administration and data replication.

NOTE

Although technically possible, we do not recommend combining MI with other software

units (besides AS ABAP and AS Java) on one system. Instead, we recommend that you install

a dedicated MI system.

■ SAP NetWeaver MI client: Provides, for example, framework services, and the UI programming

model.

Figure 6: CRM Handheld Integration

For more information, see Master Guide – Mobile Sales for Handheld.

Mobile Sales Online (MSOn)

Mobile Sales Online enables users to access CRM sales data from their mobile device. It runs in a Web

browser on the device and supports a variety of devices including Microsoft Windows Mobile-based

devices, RIM BlackBerry, and selected Nokia devices. For more information about the supported devices,

see SAP Note 882945. Using this application, users can perform basic administration of CRM sales data

through the device browser.

Mobile Sales Online focuses on online technology where a mobile device browser is always connected

to a Web server.

For more information, see SAP Developer Network at http://www.sdn.sap.com/irj/sdn//

netweaver or SAP Service Marketplace at http://service.sap.com/mobile.

Mobile Sales Online consists of the following components:

■ MSON 1.0

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■ Prerequisite: SAP Netweaver 7.0

Gateway to SAP NetWeaver Mobile

As of SAP CRM 2007 SP04 and SAP CRM 7.0 SP03, SAP has enabled the basic CRM sales processes to be

consumed by mobile business processes. This is achieved through an add-on component, Gateway to

SAP NetWeaver Mobile, that is deployed on SAP NetWeaver Mobile 7.1. In turn, strategic long-term

partners, such as Research in Motion and Sybase, are developing client applications for the RIM

BlackBerry, Microsoft Windows Mobile, and Apple iPhone platforms that consume the services

provided by the gateway.

The end-to-end solutions combine the business benefits of SAP CRM with the native device experience

and usability by bringing CRM sales data and processes, such as calendar and contact management,

into the native applications.

The end-to-end CRM sales solutions based on the gateway add-on consist of the following components:

■ SAP CRM 2007 SP06+ or SAP CRM 7.0 SP05+

■ SAP NetWeaver Mobile 7.1 SP09+

■ Gateway to SAP NetWeaver Mobile 1.1+

■ Partner-built client application or custom application

The CRM sales functionality enabled with Gateway to SAP NetWeaver Mobile includes:

■ Account and contact management

■ Activity management

■ Lead management

■ Opportunity management

■ Sales order management

■ Selected analytics

EHP1 for SAP CRM 7.0 added the following functionality:

■ Survey management

■ Business partner factsheet

■ Support for multiple transaction types

4.2.4 Workforce Deployment

You use Workforce Deployment for running the business process Service Resource Planning in CRM.

The following software units are used in the area of Workforce Deployment:

■ Workforce Deployment (WFMCORE 200 Add-On): You have to install this add-on on the CRM

server ABAP by using the SAP Add-On Installation Tool (SAINT). For more information, see SAP

Notes 830595 and 836414.

The component version needed is WFMCORE 2.00 SP13.

■ SAP liveCache (SAP LC/LCAPPS 5.0) is a database engine for managing complex objects in scenarios

where large volumes of data must be permanently available and modifiable. It is an optional

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component that you only need for high volume capacity-based planning, running of scheduling

strategies, and workload balancing. SAP liveCache is installed by using SAPinst.

NOTE

SAP liveCache is not identical with the liveCache that comes with SAP APO, nor can the SAP

APO liveCache be used for Workforce Deployment.

EHP2 for SAP CRM 7.0 is released exclusively for SAP liveCache version 5.0.

■ SAP cProject Suite (CPRXRPM 400)

The component version needed is CPRXRPM 400 SP11.

Figure 7: Workforce Deployment in CRM

4.2.5 Standalone Components

Search and Classification (TREX)

SAP NetWeaver Search and Classification (TREX) offers an integrated set of services. TREX services

include search and retrieval in large document collections, text mining, automatic document

classification, and search and aggregation over structured data in SAP applications. TREX can handle

text from documents in numerous formats, including Microsoft Office and Adobe formats (PDF), and

in more than 30 languages. TREX search options, such as exact, boolean, fuzzy, or linguistic search,

and classification options, such as query-based or example-based classification, offer great power and

flexibility to end users.

RECOMMENDATION

For performance reasons, we recommend that you install TREX on a separate host.

Check the hardware requirements carefully. They depend largely on your individual needs. The

size and number of indexes, number of updates and inserts per day, number of parallel search

activities, your backup, and high availability strategy and other factors strongly influence the

hardware requirements.

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Groupware Connector

Groupware Connector provides access to important business information created in SAP CRM in the

most widely used groupware systems: Microsoft Exchange Server and Lotus Domino. This version of

Groupware Connector allows a server-based, two-way replication of CRM business partners, contact

persons, and activities with the groupware contacts, appointments, and tasks. After an item is created,

changed, or deleted in SAP CRM, the changes are sent to Groupware Connector, which forwards them

to the users' mailboxes. Users can immediately see changes in their mailboxes by using their favorite

groupware client application, such as Microsoft Outlook or Lotus Notes. This increases employee

productivity, because employees can now see calendar entries received from colleagues via the

groupware server as well as business meetings with customers that have been created in SAP CRM.

Users can view contacts mapped from CRM business partners in their groupware client or can quickly

find a customer telephone number without starting the CRM client.

Tealeaf RealiTea

Tealeaf RealiTea is third-party software that you can use for Web analytics. Tealeaf RealiTea is typically

installed on a standalone Microsoft Windows server and collects and processes Web user interaction

data.

From a technical perspective, Tealeaf RealiTea copies Web user interactions to the Tealeaf RealiTea

server. The Tealeaf RealiTea server software uses its own Index Sequential Access Method (ISAM)

database to store Web user interaction data. The database is exclusively managed by Tealeaf tools. You

can deploy the RealiTea J2EE capture component on all platforms supported by SAP NetWeaver

Application Server Java and upgrade the Tealeaf RealiTea server independently of the SAP component.

You can download Tealeaf RealiTea software from SAP Service Marketplace at http://

service.sap.com/swdc Download Support Packages and Patches Search for Support Packages and Patches .

Enter Tealeaf and start the search. You can find the program in the result list.

The installation and application documentation is part of the Tealeaf software package.

As an alternative, you can also use data loading with DB connect/UD connect to upload customer

behavior data captured in a CRM Web Channel Web shop into SAP NetWeaver BW. The two options

differ in the following way:

■ Data loading with DB connect/UD connect

We recommend this type of data loading for customers who only want to analyze business event

data. The captured business event data is loaded directly from SAP NetWeaver Application Server

Java into SAP NetWeaver BW. The existing infrastructure is used, that is, business event data is

loaded into the existing InfoCube and can be analyzed with existing reports.

■ Data loading with Tealeaf (OEM)

Data loading with Tealeaf (OEM) is recommended for customers who require business event data

as well as http request and response information. The existing data capturing and data loading

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mechanism is used, that is, business event data is loaded using Tealeaf into the existing InfoCube

and can be analyzed with existing reports.

For more information, see SAP Help Portal at http://help.sap.com/crm-core <Choose a release>

Application Help SAP Library SAP Customer Relationship Management Basic Functions Web Event Capture

and Web Analysis Guide .

cProjects for Standalone Installation

Customers who run an SAP R/3 4.6C or SAP R/3 Enterprise system and have SAP Business Suite and

SAP ERP licenses are entitled to participate in the SAP ERP 6.0 ramp-up to install or upgrade to

Collaboration Projects (cProjects) 4.00 on a separate server (standalone installation).

Usage of the full SAP ERP 6.0 offering is optional for cProjects customers. The technical upgrade of SAP

R/3 to SAP ERP 6.0 is not mandatory for cProjects customers. cProjects 4.00 can communicate with SAP

R/3 4.6C or SAP R/3 Enterprise. However, the full scope of integration is only available with SAP ERP

6.0.

cProjects is shipped to these customers together with the SAP ERP 6.0 software package. The following

items are required to install or upgrade cProjects:

■ SAP NetWeaver 7.0

■ SAP Resource and Portfolio Management (SAP RPM) 4.0/cProjects/cFolders (contains cProjects)

Finbasis for CRM

Finbasis for CRM is a optional SAP add-on that can be either installed on top of either SAP ERP or SAP

CRM. This add-on includes the Financial Supply Chain Management (FSCM) applications SAP Dispute

Management and Collections Management, which extend the SAP ERP Financials capabilities.

These applications add extra functionality to the Shared Service Center business scenario available with

the SAP CRM Interaction Center. To use these applications, you may simply deploy this software unit

on top of your SAP CRM system, without having to upgrade your SAP ERP system to EHP6.

SAP Price and Margin Management by Vendavo

The SAP Price and Margin Management application by Vendavo is an SAP solution extension that you

can integrate with the quotation application in SAP CRM using SAP NetWeaver Process Integration.

This solution extension includes deal management capabilities that enable sales professionals to

effectively negotiate profitable deals, optimize prices in quotations to increase profit margins, and ensure

compliance with pricing policies. It also provides a transparent approval workflow for sales and pricing

managers, as well as for the sales professionals submitting pricing requests.

NOTE

If you are using SAP NetWeaver 7.0 including SAP Enhancement Package 3, see SAP Note

1515223 and http://help.sap.com/nw703 What’s New - Release Notes Release Notes by SAP

NetWeaver Systems and Standalone Engines SAP Enhancement Package 3 Release Notes for Usage Type PI .

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For more information, see SAP Service Marketplace at http://service.sap.com/instguides, under

SAP Solution Extensions SAP Price and Margin Management by Vendavo .

SAP Real-Time Offer Management

SAP Real-Time Offer Management (RTOM) is an SAP solution extension that acts as a real-time decision

support framework, providing intelligent product offers and marketing messages during inbound

customer interactions. The solution is self-learning, leveraging the response from every interaction to

make the next offer more relevant and effective. You can use BW reports and xCelsius dashboards to

analyze offer performance, channel performance, response profiles, and more.

For more information, see SAP Service Marketplace at http://service.sap.com/instguides, under

SAP Solution Extensions SAP Real-Time Offer Management .

4.2.6 Application Systems

OLTP Back-End System

SAP ERP (SAP R/3, SAP R/3 Enterprise respectively) serves as an online transaction processing system

(OLTP) for CRM. It is connected to the CRM server as a back-end system and provides additional

business functions such as materials management and financials.

To enable communication between both systems, the following is required:

■ On the OLTP system: Installation of an R/3 plug-in that provides the integration interfaces

As of SAP ERP 6.0, the interfaces are contained directly in SAP ERP. For more information about

the release strategy, see SAP Service Marketplace at http://service.sap.com/r3-plug-in.

■ On the CRM server: Installation of the adapter framework

For more information, see SAP Help Portal at http://help.sap.com/crm-core <Choose a

release> Application Help SAP Library SAP Customer Relationship Management Data Exchange and Mobile

Technologies CRM Integration Services Adapter and Site Types Adapter The Adapter Framework .

The data exchange includes an initial transfer of Customizing, master data, and transactional data to

the CRM system, as well as delta data in both directions.

SAP Supply Chain Management Server

The SAP Supply Chain Management (SCM) server consists of tools for real-time planning and decision

support. For example, the SCM server performs product availability checks for sales orders.

SAP NetWeaver Business Warehouse

SAP NetWeaver Business Warehouse (BW) is used to provide infrastructure for:

■ Data warehousing

■ Various analytical technologies and functions

■ Web-based reporting and analysis

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http://service.sap.com/r3-plug-in


■ Information broadcasting to distribute BI Content by e-mail or by using the portal either as

precalculated documents with past data, or as links with live data

■ Open analysis interfaces that make available various interfaces for connecting front-end tools of

third-party providers

■ Web design API that allows you to realize highly individual scenarios and demanding applications

with customer-defined interface elements

In SAP CRM, SAP NetWeaver BW is mainly used for analytics processes. It enables you to gather all the

relevant data about various key factors (for example, customers, sales, services, marketing campaigns)

and analyze this knowledge base to deploy important insights derived from it in your operational and

strategic decision-making.

BI Content is a preconfigured set of role and task-related information models that are based on

consistent metadata in BW. BI Content provides selected roles within a company with the information

they need to carry out their tasks. BI Content is delivered as an add-on to SAP NetWeaver BW.

CRM Interactive Reporting

You can also create, edit, and view reports directly in SAP CRM. These CRM-based reports retrieve

data in real-time and are called CRM interactive reports. You create these reports in the WebClient UI

using a guided wizard. You can then publish these reports to a selection of users. You can display reports

in tables and charts.

Using the reports, you can analyze data in ample ways, including drilldown to individual documents.

The report data is retrieved in real-time, meaning the data is always entirely up to date. You can export

report data to Microsoft Excel and print reports.

NOTE

We recommend this type of report for reports with a low data volume. Your company's power

users can create reports of this type themselves, in addition to the ones delivered by SAP. Examples

for CRM interactive reports are My Team: Closed Opportunities and My Team: Opportunity Sources.

You cannot add custom fields to CRM interactive reports. For more information, see SAP Note

1110780.

CAUTION

To run CRM interactive reporting, you can use the BW client available with the CRM system.

However, running CRM interactive reporting along with BW reporting (that is, reporting using

SAP NetWeaver Business Explorer) on the same system is not possible. We recommend that, for

BW reporting, you always set up a dedicated BW system. For more information, see SAP Note

1401472.

SAP NetWeaver Process Integration

SAP NetWeaver Process Integration (PI) consists of core components to model, design, automate, and

integrate processes of one or multiple application systems. For the integration of internal and cross-

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company processes, PI is used to incorporate all the functions of SAP NetWeaver Exchange

Infrastructure (XI). In addition, PI contains core components for business process management for

application-embedded and application-unbounded processes.

PI requires Application Server ABAP and Application Server Java to be installed in the same system.

Optionally, it can be combined with other usage types in one system. Nevertheless, we recommend

that you have a dedicated PI system.

NOTE

If you are using SAP NetWeaver 7.0 including SAP Enhancement Package 3, see SAP Note

1515223 and http://help.sap.com/nw703 What’s New - Release Notes Release Notes by SAP

NetWeaver Systems and Standalone Engines SAP Enhancement Package 3 Release Notes for Usage Type PI .

4.2.7 SAP Solution Manager

SAP Solution Manager supports the implementation and operation of SAP CRM. It significantly

accelerates the implementation process and helps you to reach your business goals. SAP Solution

Manager enables you to take advantage of SAP’s full support and continuous improvement offerings.

Using SAP Solution Manager is mandatory for SAP CRM.

NOTE

For information about availability of content specifically tailored to your solution, see SAP Service

Marketplace at http://service.sap.com/solutionmanager.

SAP Solution Manager contains standard implementation content for all SAP CRM scenarios. This

enables fast implementation of the entire solution in units of business processes.

In your SAP CRM project, execute the following activities by using SAP Solution Manager:

■ Documentation of core business processes that are changed or implemented during ramp-up

■ Planning of your solution landscape

■ Connection of existing systems and activation of SAP EarlyWatch Alert

■ Setting up of Solution Manager diagnostics for root cause analysis of Java components

■ Handover of processes and systems to support organization after go live

■ Configuration of your scenarios according to the documentation contained in SAP Solution

Manager

RECOMMENDATION

Configure and test the previously defined business processes.

For more information, see the following information sources for SAP Solution Manager:

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■ Instructions for setting up SAP Solution Manager to enable end-to-end lifecycle management

tasks, see Maintenance Planning Guide at http://service.sap.com/mopz under the section How-To's

and Guides.

■ System infrastructure, scenarios, installation, and configuration of SAP Solution Manager:

Master Guide SAP Solution Manager 7.0 EHP 1 available on SAP Service Marketplace at http://

service.sap.com/instguides SAP Components SAP Solution Manager Release 7.0 EHP 1

■ Benefits and usage scenarios: SAP Solution Manager – Learning Maps available on SAP Service

Marketplace at http://service.sap.com/rkt-solman or http://service.sap.com/

solutionmanager

■ SAP Solution Manager as a tool: SAP Service Marketplace at http://service.sap.com/

solutionmanager and Master Guide – SAP NetWeaver 7.0 available on SAP Service Marketplace at


Note the following installation considerations:

■ Each SAP CRM (or SAP NetWeaver) system landscape must be assigned to an installation of SAP

Solution Manager. In the event of a support-relevant incident within your SAP system landscape,

SAP support requires remote access to the SAP Solution Manager solution that hosts the affected

system landscape.

■ If you already have an SAP Solution Manager deployment in place, you can use it to manage the

solution you built up with SAP NetWeaver and SAP CRM as well. In this case, we strongly

recommend that you update SAP Solution Manager and Solution Manager content to the latest

version.

■ You can install multiple instances of SAP Solution Manager. In this case, each installation should

host separate business solutions.

■ If you want to reduce the risk of unavailability, do not install SAP Solution Manager as a central

component. Instead, operate a 2-system landscape with test and production environment of SAP

Solution Manager, especially if you are using time-critical functions such as support desk.

4.2.8 Extended Implementation Content in SAP Solution Manager

In the business process repository of SAP Solution Manager, you can find high-quality business processes

under Solutions/Applications Extended Implementation Content for Lines of Business . These business processes

are highly demanded by consultants and customers and provide optimized configuration information

for various lines of business (for example, Finance, Sales, Manufacturing, and Supply Chain).

Extended implementation content for lines of business is characterized by carefully drafted

configuration information, including the following:

■ Configuration information is assigned to all business processes. This process-specific configuration

information always contains a clear reference to additional basic configuration settings that are

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available for the required components of a process. Therefore, when you include a business process

in a self-defined scenario, you can easily identify all relevant configuration settings that are relevant

for your project.

■ Configuration information that is specific for an optional process step is directly assigned to that

process step. Therefore, when you remove an optional process step from your project because you

do not need it, the corresponding configuration activities are also automatically excluded from

your implementation project.

For your implementation project, this means:

■ With the extended implementation content, the implementation of a business process is easier

than before.

■ You can adjust SAP business processes to your own enterprise-specific requirements.

■ You can be sure to get all required configuration information if you include an SAP business process

in a self-defined business scenario.

4.2.9 Content Types

Some systems of your SAP CRM system landscape require you to import content to set up the systems.

This content is updated on a regular basis and is available for download on SAP Service Marketplace.

In the following, you find information about the different content types, for example, download and

implementation information. The following content types are relevant for SAP CRM:

■ SAP Solution Manager implementation content

■ Business Intelligence Content (BI_CONT)

■ System Landscape Directory (SLD) content

■ XI content

■ CRM Portal content

■ Enterprise Service Repository content

SAP Solution Manager Implementation Content

Business Process Repository (BPR) is the central storage place for SAP's comprehensive knowledge of

implementing integrated, cross-component business scenarios. Its content complements the functions

delivered with SAP Solution Manager. You can make use of this knowledge during your

implementation or template project by taking the predelivered implementation content as the starting

point for your project scope. The implementation content is delivered in the form of a process-oriented

scenario structure, with the following information being assigned to each scenario:

■ Documentation describing how to use the scenario in your business

■ Transactions allowing the evaluation of the delivered scenarios

■ Configuration support (ranging from Customizing activities to business configuration sets)

allowing for efficient Customizing of your scenarios

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The implementation content is delivered as a separate software package (ST-ICO) that has to be installed

as an add-on to SAP Solution Manager. ST-ICO 150_700 SP31 for use with SAP Solution Manager 7.0

EHP1 SP23 is part of the EHP2 for SAP CRM 7.0 ramp-up delivery.

Download: from SAP Service Marketplace at http://service.sap.com/swdc SAP Software Download

Center Installations and Upgrades Browse our Download Catalog SAP Technology Components SAP Solution

Manager <Release> Content .

For more information about using SAP Solution Manager, see SAP Help Portal at http://

help.sap.com/solutionmanager .

BI Content for SAP NetWeaver Business Warehouse

BI Content is delivered as an add-on that has to be installed on SAP NetWeaver Application Server

ABAP. BI Content is a preconfigured set of role-relevant and task-relevant information models based

on consistent metadata in SAP NetWeaver Business Warehouse. BI Content provides selected roles

within a company with the information they need to carry out their tasks. This information model

includes integral roles, workbooks, queries, InfoSources, InfoCubes, ODS objects, key figures,

characteristics, update rules, and extractors for SAP ERP, SAP Business Suite software, and other

applications.

There are approximately 3 add-on releases per technology release. For information about the release

strategy, see SAP Note 153967.

The BI Content add-on has its own support packages that you can download from SAP Service

Marketplace.

You can download BI Content and its support packages from the following locations:

■ Download of BI Content:

From SAP Service Marketplace at http://service.sap.com/swdc SAP Software Download Center

Installations and Upgrades Browse our Download Catalog SAP NetWeaver and Complementary Products BI

CONT .

■ Download of Support Packages for BI Content:

From SAP Service Marketplace at http://service.sap.com/swdc SAP Software Download Center

Support Packages and Patches Browse our Download Catalog SAP NetWeaver and Complementary Products

BI CONT .

System Landscape Directory (SLD) Content

SLD content is the content for the Component Repository of the SLD. It contains information about

all software components that can be installed in your landscape. After SLD implementation, you import

the master data for SLD, either from DVD or from SAP Service Marketplace. SAP regularly delivers

updates for the master data for SLD (approximately every 4 weeks).


Center Support Packages and Patches Browse our Download Catalog SAP Technology Components SAP CR

Content .

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For information about updating SLD content, see SAP Note 669669.

XI Content

The contents of the Integration Repository (part of SAP NW Process Integration) are collectively known

as XI Content (Process Integration Content). XI Content is the integration knowledge that is required

for describing collaborative processes (collaboration knowledge). XI Content is created at design time

and can be shipped. In addition to the technical infrastructure, SAP also ships predefined XI Content

to enable customers to integrate their processes as efficiently and cost-effectively as possible.

For an overview of the XI Content currently provided by SAP, see SAP Developer Network (SDN) at

http://www.sdn.sap.com/irj/sdn. In the navigation area, choose SOA Middleware Modeling and

Design . On the Repository-Based Modeling and Design page, choose Content Provided by SAP.


Center Support Packages and Patches Browse our Download Catalog SAP Content ESR Content (XI Content) XI

Content BBPCRM .

Enterprise Service Repository Content

An enterprise service is typically a series of Web services combined with business logic that can be accessed

and used repeatedly to support a particular business process. Aggregating Web services into business-

level enterprise services provides a more meaningful foundation for the task of automating enterprise-

scale business scenarios.

Enterprise services are based on open standards. The interfaces are described according to WSDL. They

are created by using global data types which are based on UN/CEFACT CCTS (Core Component

Technical Specification). B2B enterprise services are defined in compliance with e-business standards,

where applicable.

SAP has developed an advanced meta model and governance process to define and model enterprise

services. Key concept is the business object model. Each enterprise service is assigned to a business object,

representing a well-defined business entity or document. Each business object is assigned to a process

component. Process components are pieces of software covering a well-defined set of business tasks

which belong logically together and are usually executed in the same department. All identified services

were modeled by SAP architects and developers in the Enterprise Services Repository (ESR), which is

supported by SAP NetWeaver technology.

For more information, see SAP Help Portal at http://help.sap.com/content/documentation/esoa/

crm/index.htm

Download: from SAP Service Marketplace at http://service.sap.com/swdc SAP Support Packages

Entry by Application Group SAP Content ESR Content (XI Content) XI Content ESM CRM .

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http://help.sap.com/content/documentation/esoa/crm/index.htm

http://help.sap.com/content/documentation/esoa/crm/index.htm


4.3 System Landscapes

The following figures show examples of how typical system landscapes for test and for productive use

may look.

Note the following general recommendations:

■ You can install CRM Application Server ABAP and CRM Java Components on a common host or

separately on different hosts. This applies to test systems as well as to production systems. You

have to carry out 2 installation runs and make sure that ABAP and Java use 2 different system IDs

(SID). If you install the ABAP and the Java system on a common host, ensure that the host is

sufficiently sized to ensure a good performance. If you install the ABAP and the Java system on

different hosts, pay particular attention to the higher network load and plan sizing of the network

accordingly.

■ We recommend that you install SAP NetWeaver Business Warehouse (BW) on a separate host from

CRM Application Server ABAP. Technically, you only have to install the BI Content (BI_CONT)

add-on on top of CRM Application Server ABAP. However, you have to be aware of the increased

sizing requirements.

■ If the CRM host is sufficiently sized, you can also install Search and Classification (TREX) on the

same host. However, you have to check if this meets your security requirements.

■ SAP NetWeaver Application Server Java requires a database, but you do not have to create online

backups for this database.

Figure 8: Example for Web Channel System Landscape

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Figure 9: Example for CRM Enterprise System Landscape

NOTE

When you plan your system landscape, read the information in the Technical Infrastructure Guide for

SAP NetWeaver 7.0. This guide describes how you can distribute the SAP NetWeaver building blocks

on physical hosts, to provide robustness, performance, and scalability to production systems.

For more information, see SAP Service Marketplace at service.sap.com/installNW70 .

For SAP Business Suite applications as of SAP Business Suite 7 that are based on an Application Server

Java and on hub systems, you can install these applications on SAP NetWeaver 7.3. You can also change

from your current release to SAP NetWeaver 7.3. Changing means upgrading or updating. The

following approaches for system landscapes for SAP NetWeaver 7.3 are possible:

■ Upgrading to SAP NetWeaver 7.3 works for hub systems.

■ Embedded deployment continues to work only for SAP NetWeaver 7.0x releases and their

enhancement packages (this means, for example, for SAP NetWeaver 7.00, SAP NetWeaver 7.01,

and SAP NetWeaver 7.02).

For more information about the technical background, see SAP Note 1468349. There you can find a list

of all the Java hubs that you can install on SAP NetWeaver 7.3.

NOTE

If you want to install Business Suite Java applications, we strongly recommend that you use SAP

NetWeaver 7.3 as the platform for your hub systems.

4.4 Overall Implementation Sequence

This section lists the steps (installation, technical configuration, application configuration) required

to implement SAP CRM business scenarios. The table below contains all available software units.

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However, to implement a specific scenario, you only need a subset of the software units. For information

about which software is required to implement a specific scenario, see the scenario-specific sections [page

93].

There is no special installation sequence, except that you have to observe the following point:

CRM Application Server ABAP and TREX must be installed before you can complete the CRM Java

Components installation, because after the installation of CRM Java Components, you have to check

whether you can establish a connection to these two software units.

However, further dependencies can exist between some of the subcomponents that belong to a larger

software unit. For example, CRM Mobile Client Component consists of several subcomponents to

which a determined installation sequence applies. These dependencies are explained in the

corresponding component installation guides.

NOTE

Installations with SAPinst: When you start SAPinst from the Installation Master DVD, you can

choose between SAP Business Suite applications and SAP NetWeaver on the entry screen. If you

choose SAP CRM, you can install SAP CRM software units and additional SAP NetWeaver software

units.

Further references:

■ Versions: For the latest component version and patch level requirements, see the corresponding

SAP Note (Release- & Information Note (RIN)) that is available for each SAP CRM server support

package stack. For more information, see SAP Note 1497032.

■ Documentation: For documentation referenced in the following table, see http://

service.sap.com.

Procedure

Step Action [Corresponding Documentation]Remarks and Subsequent Steps [Corresponding Documentation]

1 Installation of SAP Solution Manager 7.0 EHP1 SP23 and implementation content ST_ICO 150_700 SP31[Master Guide SAP Solution Manager 7.0 EHP1]

None

2 Installation of Search and Classification (TREX) 7.1Use the following parameters for the TREX installation and post-installation tasks: ■ ABAP applications access TREX functions using

the TREX ABAP client and the RFC protocol. In this case you have to perform the post-installation steps to set up an RFC connection.

■ JAVA applications access TREX functions using the TREX JAVA client and the HTTP/HTTPS protocol. In this case you have to perform the

To configure TREX, see the documentation in SAP Solution Manager at Solutions/Applications Basic Configuration Configuration Structures

SAP NetWeaver 7.0 (2004s) Standalone Engines Search and Classification (TREX)

TREX 7.1 for SAP NetWeaver 7.0 Post-Installation Configuration .The following scenarios use the TREX ABAP client:

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http://service.sap.com

http://service.sap.com


post-installation steps to set up an HTTP connection.

Note that some applications use both the ABAP and the JAVA client.For more information, see the documentation at http://service.sap.com/trex.

■ Account and Contact Management with Channel Partners

■ Collaborative Selling

■ Quotation and Order Management for Business-on-Behalf

■ Campaign Management in CRM Web Channel

■ Catalog Management in CRM

■ Contract Management in CRM Web Channel

■ Quotation and Order Management in CRM Web Channel

■ Web Auctions: Selling via eBay in CRM

■ Web Auctions: Auctioning via Web Shop

■ Complaints and Returns Management in CRM Web Channel

■ Service Request Management

■ Campaign Management

■ Quotation and Order Management in CRM

3 Installation of CRM Application server ABAP and CRM Application Server Java[Installation Guide – SAP CRM 7.0 Including Enhancement Package 2 <Technology> on <Platform/OS>: <Database>]

After the installation of CRM Java Components, you have to check whether you can establish a connection to the CRM Application server ABAP and TREX. Therefore, if you install CRM Application server ABAP and CRM Java Components on different hosts, ensure the ABAP installation is completed before you perform the check.

4 Preparation of an OLTP back-end system: ■ SAP R/3 or R/3 Enterprise systems as well as ECC

5.0 systems require the R/3 plug-in 2004.1 with at least SP10.See SAP Note 704564 (R/3 plug-in:PI 2004.1 installation/delta upgrade) and SAP Service Marketplace at http://service.sap.com/r3-plug-in.

■ As of SAP ERP 6.0, the R/3 plug-in is no longer required. New and extended interfaces for integrating SAP ERP 6.0 are directly contained in SAP ERP 6.0.[Installation Guide – SAP ERP 6.0 <Technology> on <Operating System>: Database]

None

5 Setting up the CRM Mobile Client landscape: ■ Installation of the Communication Station

[Installation Guide – Communication Station CRM 7.0] ■ Installation of the local Microsoft SQL server on

the mobile clients[Third-party documentation]

You can install SAP CRM Mobile Authorization Management Tool (AMT) on the development workstation together with the Mobile Application Studio as well as on a separate server. While you can have multiple Mobile Application Studios in your system

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http://service.sap.com/trex


http://service.sap.com/r3-plug-in


■ Installation of SAP CRM Mobile Client Component (Mobile Application Studio, Mobile Application Repository, Mobile Client, AMT, CSDM) on the mobile repository server, mobile development workstations, and mobile clients[Installation Guide – SAP CRM Mobile Client 7.0]

■ Installation of optional third-party software

landscape, only a single AMT installation is required.

6 Installation of Groupware Connector 5.0 For more information, see the Groupware Connector Administration and Installation Guides on SAP Service Marketplace at http://

service.sap.com/crm-inst <Choose a release> .

7 Installation of Tealeaf RealiTea 4.5You can download the Tealeaf software from SAP Service Marketplace at http://service.sap.com/

swdc Download Support Packages and Patches Search for Support Packages and Patches . Enter Tealeaf and start the search. You can find the program in the result list.The installation documentation is part of the Tealeaf software package.

RECOMMENDATION

For performance reasons, install Tealeaf RealiTea on a separate host.

Only required in the Quotation and Order Management in CRM Web Channel scenario (optional)

8 Installation of the highest version of SAP NetWeaver Process Integration (PI) in a dedicated system and import of XI Content.[Installation Guide – SAP NetWeaver <version> on <Operating System>:<Database>]SAP Note 1515223 (SAP NetWeaver Process Integration: Release Recommendation).SAP Note 836200 (SAP NetWeaver 7.0: Import of Process Integration Content).

Only required in the Quotation and Order Management in CRM Web Channel scenario for Sales Order Processing One-Step-Business in CRM Web Channel.

9 Installation of SAP NetWeaver Business Warehouse (BW) 7.02 with BI Content 7.05 (or higher):1. Install an SAP NetWeaver system with software

unit AS-ABAP, using SAPinst.2. Configure the database of your AS-ABAP system

for BW.3. Install BI Content on the AS-ABAP system.

None

10 Installation of SAP SCM Server 7.0[Installation Guide – SAP SCM Server]

Optional

11 Installation of Frontend GUIs on every host from which you want to connect to your SAP CRM system[Installation Guide – SAP Front End]

None

12 Configuration of your business scenario and processes as described in SAP Solution ManagerStart the configuration only after you have installed all of the required software units.

None

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After the installation, copy the delivery Customizing to your test clients. For more information about

copying the delivery Customizing for SAP CRM, see SAP Note 337623. For more information about

copying the delivery Customizing for SAP NetWeaver, see SAP Notes 1142832 and 1361211. This also

applies to the installation of an enhancement package on an SAP CRM 7.0 system.

The following table gives you an overview of the support packages that work together with EHP2 for

SAP CRM 7.0:

Software Component Version RuntimeInitial Support Package

SAP NetWeaver AS ABAP EHP3 for SAP NetWeaver 7.0 ABAP SP01

SAP NetWeaver AS Java EHP3 for SAP NetWeaver 7.0 Java SP01

SAP NetWeaver AS Java NW7.3 SAP NetWeaver 7.3 — AS Java Extensions

Java SP02

SAP AP SAP AP 7.00 ABAP SP24

SAP NetWeaver Search and Classification (TREX)

TREX 7.1 File system extension

N/A

NOTE

TREX uses revisions instead of support packages. Please use the latest revision available.

Groupware Connector Groupware Connector 5.0 File system extension

N/A

BI Content BI_CONT 7.05 or higher Content SP01

RosettaNet XI content RosettaNet 1.0 XSLT + content SP04

CRM Software Component None None None

SAP BBPCRM SAP CRM ABAP 7.02 ABAP SP01

SAP CRM WEBCUIF SAP CRM WEB UIF 7.31 ABAP SP01

CRM Communication Station CRM Communication Station 5.0

C/C++ SP09

CRM AMT (Authorization Management Tool)

CRM AMT 7.01 MAS SP05

CRM MAR (Mobile Application Repository)

CRM MAR 7.01 C++ SP05

CRM MAS (Mobile Application Studio)

CRM MAS 5.0 Visual Studio SP12

CRM Mobile Client CRM Mobile Client 7.01 MAS SP05

CRM IPC MOBILE CRM IPC Mobile 7.02 Java SP01

MSA MSA 5.0 None SP02

MSON MSON 1.0 None SP04

XI Content BBPCRM XI Content SAP CRM ABAP 7.02 Content SP01

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Software Component Version RuntimeInitial Support Package

BP SAP CRM BP SAP CRM 7.0 None SP01

ROSETTANET CRM XI Content ROSETTANET CRM 1.0

Content SP12

Third-Party Component None None None

APACHE JAKARTA STRUTS Apache Jakarta Struts 1.1 Open source SP01

APACHE TOMCAT Apache Tomcat 5.0 Open source No SPs

INET UNA 2000 i-net UNA 2000 4.02 Third party Licenses

4.5 Overall Upgrade Sequence

This chapter is only relevant for you if you run an SAP CRM system with a version lower than SAP

CRM 7.0, such as SAP CRM 5.0, 5.2, or 2007. In this case, we recommend that you combine the upgrade

with the implementation of SAP enhancement packages. For more information about the necessary

upgrade steps and relevant references, see this section. For more information about the possible upgrade

scenarios and the combination with SAP enhancement package installation, see Installation and Upgrade

of SAP Enhancement Packages [page 11].

To upgrade, you use these tools:

■ To upgrade from SAP CRM 5.2 and SAP CRM 2007 to SAP CRM 7.0 EHP2:

● Upgrading SAP CRM Server ABAP is done using SAPup.

● Upgrading SAP CRM Server Java from SAP CRM 5.0, 5.2, and 6.0 is done using SAP

Enhancement Package Installer (SAPehpi). For more information, see the Upgrade Guide – SAP

CRM 7.0 including SAP Enhancement Package 2 Java Components — Using SAPehpi. Upgrading lower SAP

CRM Server Java releases is done using SAPJup. For more information, see the Upgrade Guide –

SAP CRM 7.0 including SAP Enhancement Package 2 Java Components — Using SAPJup.

■ To upgrade from SAP CRM 5.0 to SAP CRM 7.0 EHP2, you can use the tools mentioned above for

most components. For some components, an upgrade is not possible; they must be migrated. This

is due to the fact that as of SAP CRM 5.2, the people-centric UI (PC UI) is no longer supported, and

the WebClient UI was introduced as the standard user interface. A technical upgrade to the new

UI is not possible. For more information about migration, see Migration from SAP CRM 5.0 to SAP

CRM 7.0 EHP2 [page 63].

The business packages for SAP CRM 5.0 cannot be used in SAP CRM 7.0 EHP2 because they only

run on the PC UI.

NOTE

For upgrading from SAP CRM 4.0 to EHP1 for SAP CRM 7.0 an one-step upgrade is possible. An

automatic UI migration of customer-specific UIs (including the underlying UI-related coding) is

not possible. For more information, see the Customer Relationship Management Upgrade and Update

Guide under http://service.sap.com/instguides.

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You can upgrade all software units mentioned below in parallel. However, dependencies can exist

between some of the subcomponents that belong to a larger software unit. For example, CRM Mobile

Client Component consists of several subcomponents to which a specific upgrade sequence applies.

These dependencies are explained in the corresponding component upgrade guides.

Further reference:Versions: For the latest component version and patch level requirements, see the

corresponding SAP Note (Release- & Information Note (RIN)) that is available for each SAP CRM server

support package stack. For more information, see SAP Note 1497032.

Procedure

StepAction[Required Documentation] Remark / Subsequent Step

1 Installation of SAP Solution Manager 7.0 EHP1 SP23 and ST-ICO 150_700 SP31 or upgrade to this version[Master Guide SAP Solution Manager 7.0 EHP1][Upgrade Guide – SAP Solution Manager 7.0 incl. Enhancement Package 1 <OS / DB>]

/

2 Upgrade of Frontend GUIs[Installation Guide – SAP Front End]

You can upgrade the front-end software as soon as you receive the upgrade package.For information about supported SAP GUI releases, see SAP Note 147519.

3 Upgrade of CRM Application Server ABAP and CRM Application Server Java [Upgrade Guide – SAP CRM 7.0 Including Enhancement Package 2 <Technology> on <Platform/OS>: <Database>]

/

4 Upgrade of SAP NetWeaver Search and Classification (TREX) to version 7.1[Upgrade - TREX 6.1 to TREX 7.0][Upgrade - TREX 7.0 to TREX 7.1]

/

5 Installation of SAP NetWeaver liveCache 5.0[Installation Guide – SAP NetWeaver liveCache]

/

6 Update of Groupware Connector to version 5.0

/

7 Deinstallation of the old Tealeaf release and installation of Tealeaf RealiTea 4.5You can download the Tealeaf software from SAP Service Marketplace at http://

service.sap.com/swdc Download Support Packages and Patches Search for Support Packages and Patches . Enter Tealeaf and start the search. You can find the program in the results list. The installation documentation is part of the Tealeaf software package.

/

8 Upgrade of SAP NetWeaver BW to version 7.02

/

4 SAP CRM Overview


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StepAction[Required Documentation] Remark / Subsequent Step[Upgrade Guide – SAP NetWeaver 7.0 Business Intelligence]

9 Upgrade of SAP SCM Server to version 7.0[Upgrade Guide – SAP SCM Server]

Optional

After the upgrade, copy the delta delivery Customizing to your test clients. For more information

about copying the delivery Customizing for SAP CRM, see SAP Note 337623. For more information

about copying the delivery Customizing for SAP NetWeaver, see SAP Notes 1142832 and 1361211.

4 SAP CRM Overview


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5 Migration from SAP CRM 5.0 to SAP CRM 7.0 EHP2

This documentation describes the functional migration from SAP CRM 5.0 to SAP CRM 7.0 EHP2,

taking the new user interface WebClient UI into account.

NOTE

In SAP CRM 7.0 EHP2, SAP GUI is only supported for administrative tasks. The People-Centric UI

(PC UI) is no longer supported. For more information, see SAP Note 1118231.

■ If you upgrade from SAP CRM 5.0 to SAP CRM 7.0 EHP2, a technical upgrade is available, but

an automatic UI migration of customer-specific UIs (including the underlying UI-related

coding) is not possible.

■ If you upgrade from SAP CRM 5.2 or 2007 to SAP CRM 7.0 EHP2, an upgrade is available and

the customer-specific UIs remain intact and unchanged.

This section covers the migration from SAP GUI and People-Centric UI (PC UI) to the new WebClient

UI and describes functional enhancements and restrictions in SAP CRM 7.0 EHP2 compared with SAP

CRM 5.0.

NOTE

This section does not provide a complete inventory of functional changes between SAP CRM 5.0

and SAP CRM 7.0 EHP2. If you require detailed information about the changes between these

releases, you can do the following:

■ See the release notes for SAP CRM 5.0 (see SAP Service Marketplace at http://

service.sap.com/releasenotes SAP Solutions SAP Customer Relationship Management

Release Notes SAP CRM 5.0 (SP 07) .

■ See the functional enhancements and restrictions of CRM 7.0 EHP2 listed in this section.

What Are the Main Upgrade Activities?

The upgrade to SAP CRM 7.0 EHP2 consists of the following activities:

■ Technical upgrade

■ Application component upgrade

■ Functional migration

How is the Migration Information Structured?

The migration information from the different key capabilities is based on the same template containing

the following sections:


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http://service.sap.com/releasenotes

http://service.sap.com/releasenotes

■ Functional enhancements in SAP CRM 7.0 EHP2 compared with SAP CRM 5.0

■ Functional restrictions in SAP CRM 7.0 EHP2 compared with SAP CRM 5.0

■ Migration activities, including SAP Notes that you need to refer to

NOTE

For most of the business transactions, you need to apply SAP Note 1037748, which describes how

to display fields in the WebClient UI that have been enhanced in Easy Enhancement Workbench

(EEW).

For more information about the browsers that support SAP CRM 7.0 EHP2, see SAP Note

1600364 .

RECOMMENDATION

Use a higher memory threshold if you run business scenarios that need more memory space. For

standard business scenarios, we recommend a memory threshold of 70 MB. For business scenarios

in marketing or trade promotion management, we recommend a memory threshold of 100 MB.

You can enter the memory threshold in Customizing for Customer Relationship Management under

UI Framework Technical Role Definition Define Technical Profile .

5.1 Master Data

5.1.1 Accounts and Contacts

Enhancements

The following table shows functional enhancements in SAP CRM 7.0 EHP2 compared with SAP CRM

5.0:

Function in SAP CRM 5.0 5.0 UI Enhancement in SAP CRM 7.0 EHP2

Accounts Not available Introduction of a life cycle stage for the account; the fields on the user interface depend on the user's selection.

EXAMPLE

If you select Prospect, you see different fields and assignment blocks to those you see if you select Customer.

Field-like and table-like enhancements are generated with Easy Enhancement Workbench (EEW).

SAP GUI, PC UI

The generation of BOL and WebClient UI requires a deep regeneration as well as the update of generated coding. This is triggered by starting the wizard for the enhancement again and running through all steps without making any changes.

NOTE

Do not click the Generate button instead since this will produce syntax errors in generated coding.


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http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=1600364%20&_NLANG=en&_NVERS=0


UI enhancements SAP GUI, PC UI

Label positioning is possible using configuration.You can display and hide additional fields from a pool of fields of the business object.

Restrictions

The following table shows functional restrictions in SAP CRM 7.0 EHP2 compared with SAP CRM 5.0:

Function in SAP CRM 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2

Field-like and table-like enhancements are generated with Easy Enhancement Workbench (EEW).

SAP GUI, PC UI

Business data toolset (BDT) not supported (not reusable) in SAP CRM 7.0 EHP2; therefore, field and screen modification has changed.

Postal validation SAP GUI, PC UI

If a customer uses third-party software for postal validation, the implementation of interfaces for postal validation pop-ups is necessary.

Migration Activities

Field-Like and Table-Like Enhancements

Regeneration is necessary for generation of BOL and WebClient UI.

UI Enhancements

Modification-free configuration with the UI configuration tool

New Enhancement Spots

To implement account and contact functionality in the WebClient UI, you can use the new

enhancement spots CRM_UIU_BP_ENHANCEMENT and CRM_BUPA_IL_SEARCH, which include

business add-ins (BAdIs) for the WebClient UI. You find these BAdIs in Customizing for Customer

Relationship Management under Master Data Business Partner Accounts and Contacts Business Add-Ins .

SAP Notes

The following table shows the SAP Notes that you need to refer to if you want to continue to use certain

functions in SAP CRM 7.0 EHP2:

Note Number Short Description

999092 Field and screen modification

1017763 Pop-ups for postal validation

5.1.2 Products, Product Hierarchies, Objects, Partner/Product Ranges

Enhancements


5.0:


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Maintenance transaction SAP GUI As in PC UI, maintenance is split for the different types of products: ■ Products (common search for product type material

and service, but maintenance of material only) ■ Service ■ Warranty ■ Competitor products ■ Objects

Enhancing Products

■ To enhance products in the WebClient UI, you can use the following business add-ins (BAdIs) in

Customizing for Customer Relationship Management under Master Data Products Business Add-Ins :

● BAdI: Maintenance of Additional Data in Product BOL (CRM_PRODIL_ADD_DATA)

● BAdI: Enhancements in WebClient UI for Products (CRM_PRODIL_UIU_BADI)

■ To enhance standard searches with search parameters for fields in set types, see SAP Note

1026956.

■ To add important fields to the header area of the WebClient UI and make them visible at first

glance, see SAP Note 1088910.

■ UI generation of customer-specific relationships

The appropriate BOL layer entries can be generated; the views need to be manually developed and

integrated into the product application.

NOTE

For more information about how to add new fields and set types, see SAP Library for Customer

Relationship Management at Master Data Products Concepts Set Types and Attributes Definition of

Set Types and Attributes/Creating UI Configuration for Set Types .

Restrictions

The following tables show functional restrictions in SAP CRM 7.0 EHP2 compared with SAP CRM 5.0:

Restrictions for Products


Concept of inactive products SAP GUI No longer supportedTo block a product for business transactions, you need to set the status to locked; inactive products need to be set to active in SAP GUI, before they can be changed in the WebClient UI.

Display of related business documents (BDocs)

SAP GUI No longer supported

Recategorization of products SAP GUI Only available in SAP GUI

Display data for date/time in the past (this does not refer to change documents)

SAP GUI No longer supportedThe change history allows a detailed view of the changes.


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UI generation of relationships between products and business partner/product

SAP GUI BOL entries are generated for the WebClient UI; the user interface is not generated.

Restrictions for Product Hierarchies


Definition of default values and value restrictions with regard to the maintenance of product categories

SAP GUI The new template functionality can be used to define default values on category level; to define value restrictions, values can only be set in the attribute definition.

Restrictions for Partner/Product Ranges


Listing functionality for partner/product ranges (PPRs): specific view on PPR reporting and maintenance adapted to the specific needs of the consumer products (CP) industry

SAP GUI Only generic PPR maintenance can be used.


Object Fact Sheet

The environment for Customizing and configuration of a fact sheet is provided in SAP CRM 7.0 EHP2.

The appropriate steps have to be performed for the object fact sheet. Additionally, the required fact

sheet views need to be developed and assigned to this object fact sheet.

SAP Notes




1026475 UI layout ■ In SAP CRM 7.0 EHP2, only those relationships that are explicitly assigned to the categories

are visible in the UI.In SAP GUI, combined screens exist.

EXAMPLE

You access product HT-001. In the Accessories screen, a subscreen is included that shows the accessories of HT-001. A second subscreen is included that shows the products to which HT-001 is an accessory. In SAP CRM 7.0 EHP2, such screens are displayed as two separate assignment blocks, which have to be assigned explicitly to the categories.

■ Since the WebClient UI does not support tab pages, the assignment of views and positions is no longer evaluated.

1022554 Generation of PC UI table entriesWith this note, the generation of PC UI table entries is no longer executed.


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5.1.3 Installed Bases

Restrictions



Display of detail data for the products SAP GUI, PC UI

You can navigate via hyperlink to the complete data.

Maintenance of specific data for the (individual) object

SAP GUI, PC UI

You can navigate via hyperlink to the complete data.

No display of installed bases at a specific point in time

SAP GUI Not available

Structure of an installed base – assigned as component – not visible in the installed base in focus

SAP GUI You can navigate via hyperlink to the complete data.

Parallel display of two installed bases, one beside the other, and moving objects between both (transaction IB54)


Fact sheet PC UI The reporting is performed in different assignment blocks in the application.

Attachments SAP GUI, PC UI

The following functions are not supported: ■ Document tree structure ■ Document versioning ■ Where-used list

5.2 Sales

5.2.1 Sales Order Management, CRM Billing

Enhancements


5.0:


Price change approval workflow Not available New function

Credit analyst workbench Not available New function

Package quotation Not available New function

Restrictions



Inquiry processing SAP GUI Not available

Partial transaction processing (sales order, sales quotation, and sales contract)



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Combination of quotation and order items in one document


Incentive and commission management SAP GUI, PC UI

Not available

Reference objects on sales order item level SAP GUI Not available in WebClient UI

Partners on sales order item level SAP GUI Ship-to party, payer, and bill-to party are available in the business context (assignment blocks Shipping and Billing); no separate assignment block for Parties Involved.

Account fact sheet (AFS) SAP GUI Not available in WebClient UI

Commodity pricing SAP GUI, PC UI

Not available

5.2.2 Opportunities, Listings, Territory Management, Organizational Management

Restrictions



Opportunities SAP GUI, PC UI

The following functions are not supported: ■ The hierarchy on item-header level; only the

hierarchy on header-header level is supported, which is visualized as a simple list.

■ Competitor products ■ Document flow on item level ■ Project integration with Product Lifecycle

Management (PLM) in Collaboration Projects (cProjects)

Listings SAP GUI, PC UI

■ Listing maintenance: Personalization of dynamic fields is not supported.

■ Listing reports: The function Save Search As is not supported.

Territory management SAP GUI ■ It is not possible to assign employees to a territory when you use the input help of the Employee field; this is now possible with the input help of the Position field.

■ The number of objects for a territory is not displayed.

Organizational management SAP GUI ■ New territories cannot be assigned from the organizational model; assignment is only possible via territory management; from the organizational model you can only see the existing assignments.

■ In the assignment block, the corresponding SAP ERP sales organization is no longer


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Function in SAP CRM 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2displayed; this is now done in CRM Customizing.

5.2.3 Account Planning

Enhancements


5.0:


Customizing Not available Action profile is assigned as default value in Customizing.

Customizing Not available Business Warehouse (BW) analysis can be viewed within an account plan.

Change history Not available Change history function is available for account plan.

Status Rejected Not available New system status Rejected is available; it locks the account plan and deletes the associated condition records.

Flex front end Not available All integrated planning applications have a flex front end in SAP CRM 7.0 EHP2; this change is performed in the Planning Services infrastructure. However, the flex UI is only available with SAP NetWeaver Business Warehouse (BW) 7.0. SAP CRM 7.0 EHP2 and the BI 3.5 UI are automatically switched to the current HTML control. For more information, see SAP Note 1072595.

Restrictions



BAdI CRM_ACC_PL, method AUTHORITY CHECK

PC UI The method AUTHORITY_CHECK is no longer called for the result list. There is no workaround possible at the moment; instead, use Easy Enhancement Workbench (EEW).

BAdI CRM_ACC_PL SAP GUI, PC UI

New BAdI methods CHECK_BEFORE_SAVE and GET_DROPDOWNBOX_VALUE

Customizing SAP GUI, PC UI

The delivery Customizing for planning profile groups has been changed: Plan Basis is no longer used; it has been replaced by Product Planning Basis.

Partner/product range (PPR) check on person responsible

SAP GUI, PC UI

The PPR check is only performed on the planning account and product/product category; it is no longer performed on the person responsible.


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5.2.4 Mobile Sales

Enhancements


5.0:


Quotation and order management Mobile client Additional Customizing is necessary.

Quotation and order management: rough stock information

Mobile client Additional Customizing is necessary.

Quotation and order management: sales-area dependent transaction types

Mobile client Additional Customizing is necessary.

Quotation and order management: cockpit Mobile client Additional Customizing is necessary.

Restrictions



Account planning Mobile client The account planning data persists only in SAP NetWeaver Business Warehouse (BW); there is no data present on the CRM server. There is also no automatic conversion of previous account plans created in SAP CRM 5.0; these account plans are only accessible via reporting.

5.3 Service

Enhancements

The following table shows functional enhancements in all service transactions in SAP CRM 7.0 EHP2

compared with SAP CRM 5.0:


Role concept SAP GUI, PC UI

The Service Professional role combines the functions of the former Service Manager and Service Representative roles.

Multilevel categorization SAP GUI, PC UI

Used in all service transactions

Screen sequence control SAP GUI Screen sequence control is no longer supported; new unified way to customize the WebClient UI.

Restrictions

There are no functional restrictions in the service transactions in SAP CRM 7.0 EHP2 compared with

SAP CRM 5.0.


Multilevel Categorization

In SAP CRM 5.0 (SAP GUI and PC UI), users could use subject codes to classify the header and items of

service transactions. In SAP CRM 7.0 EHP2, the use of subject codes is no longer supported. Instead,


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you need to create categorization schemas. A categorization schema is a hierarchical structure that can

be defined flexibly within the category modeler. It can be created for the following applications:

■ Cases

■ Complaints

■ Returns

■ In-house repairs

■ Service orders

■ Service order quotations

■ Service order templates

■ Service confirmations

■ Warranty claims

A subject profile is then assigned to the categorization schema. When you create the different nodes of

a hierarchy structure, the subject codes that are available within the subject profile that you have

assigned to the schema need to be mapped to these nodes.

CAUTION

If you implement Mobile Service in SAP CRM 7.0 EHP2, the categorization schemas are not

supported on the client; instead, the previous use of subject codes is still supported. To avoid

inconsistencies between CRM mobile and CRM online, all subject codes that are part of the subject

profile assigned to the categorization schema of a specific application need to be mapped to a node

in the schema.

5.3.1 Complaints and Returns, In-House Repair Orders

Enhancements


5.0:


Search for complaints, returns, and in-house repairs

SAP GUI, PC UI

User-defined search variants are now available.

Maintenance transaction SAP GUI, PC UI

The three types are now divided into three applications that provide optimized UI configuration: complaints, returns, and in-house repairs.

Advanced search for reference documents

SAP GUI The search for reference documents covers both internal and external document types.


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5.3.2 Service Orders, Service Contracts, Warranty Claim Processing

Restrictions

The following tables show functional restrictions in SAP CRM 7.0 EHP2 compared with SAP CRM 5.0:

Restrictions for Service Orders, Service Contracts, and Warranty Claim Processing


Item hierarchy tree SAP GUI, PC UI

Not supported

Service monitor SAP GUI Only supported in SAP GUI

Action monitor SAP GUI Only supported in SAP GUI

Subject codes SAP GUI, PC UI

Not supported; subject code catalogs have been replaced by the category modeler.

Restrictions for Service Orders and Service Contracts


Service order quotations SAP GUI, PC UI

Converting service order quotations to service orders by using statuses is not supported; to create a service order from a service order quotation, a follow-up transaction needs to be created.

Restrictions for Service Contracts


Service level agreement (SLA) profile administration

SAP GUI, PC UI

The administration transaction (CRMD_SERV_SLA) Maintain Availability and Response Times remains in SAP GUI.

5.3.3 Case Management

Enhancements


5.0:


Case closing SAP GUI, PC UI

In cases, you can now close assigned business transactions; Customizing tables are available to define rules for when and how a case closing starts the closing of the dependent transactions.

Restrictions



Action monitor SAP GUI Only supported in SAP GUI


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5.3.4 Mobile Service

Restrictions



Assignments Mobile client Available on the mobile client, but not supported in SAP CRM 7.0 EHP2 online

Multilevel categorization Mobile client Used in all service transactions in SAP CRM 7.0 EHP2 online; the former use of subject codes is still supported only on the mobile client.


Product Service Letter

Remove the relevant product service letter titles and fields from the mobile client.

Usage-Based Billing

Remove the relevant usage-based billing titles and fields from the mobile client.

Object Structure

Remove the relevant object structure titles and fields from the mobile client.

Assignments

Remove the relevant assignment titles and fields from the mobile client.

Multilevel Categorization

For more information about multilevel categorization, see Service [page 71].

5.4 Marketing

5.4.1 Marketing Plans and Campaigns

Enhancements


5.0:


Customizing Not available Status profile, action profile, and communication medium are assigned as default values in Customizing.

Campaign execution Not available All assigned segments are transferred to channel (for example, e-mail) when you click Start.

Enhancement spot CRM_MKTPL with several BAdIs

Not available Based on the introduction of a new object layer architecture, new BAdIs have been introduced: ■ The BAdIs CRM_MKTPL_OL_APP and

BCRM_MKTPL_OL_OBJ replace BAdI CRM_MKTPL.


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■ The new BAdI CRM_MKTPL_OL_ASG allows you to build enhancements for assignments.

■ The new BAdI CRM_MKTPL_SEARCH allows you to build enhancements for the search.

Restrictions


Function in SAP 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2

BAdI CRM_MKTPL SAP GUI, PC UI Due to changes in architecture (object layer), the old BAdI CRM_MKTPL is no longer supported. It is replaced by the two BAdIs CRM_MKTPL_OL_APP and CRM_MKTPL_OL_OBJ.The example implementation CL_EXM_CRM_MKTPL_WRAPPER can help you to convert the old implementation to the new implementation. This implementation can even be used to connect the new BAdIs to the old BAdI; however, this is not recommended.

BAdI CRM_MKTPL, method AUTHORITY CHECK

PC UI The method AUTHORITY_CHECK is no longer used for the result list for performance reasons; you can either use the Access Control Engine (ACE) or BAdI method CHANGE_QUERY_RESULT in CRM_MKTPL_SEARCH instead.

BAdI CRM_MKTPL_KPI_BADI SAP GUI, PC UI Since the key figure planning integration has been redesigned, the BAdI CRM_MKTPL_KPI_BADI is not called anymore; it has been replaced by BAdIs CRM_KFP_BADI and CRM_KFP_COMP_BADI.

Business Warehouse (BW) reports SAP GUI, PC UI BW reports assigned to planning profile groups are not evaluated anymore for marketing plans and campaigns.

Customizing SAP GUI The Customizing settings for column number, column width, and text width for distributions are not evaluated anymore.

ERP integration SAP GUI, PC UI The ERP integration type Online is not available anymore. Only the ERP integration via middleware is supported.

Customizing SAP GUI, PC UI The standard Customizing for planning profile groups has changed: ■ Workflow profiles from 4CO1 and 4CO2

removed ■ Business partner planning profile moved from

4MKT to 4CP1 ■ Planning profile group SAP1 removed ■ New key performance indicator (KPI) removed

Key figure planning SAP GUI, PC UI Old style key figure planning in SAP List Viewer (ALV) is not supported anymore.


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Function in SAP 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2

Budgeting SAP GUI Top-down budgeting in Microsoft Excel is not supported anymore.

Success key measure planning SAP GUI, PC UI Success key measure planning is not supported anymore.

Hierarchy SAP GUI, PC UI The creation of a campaign or campaign elements below campaign elements is no longer possible.

Segment partner function SAP GUI, PC UI The segment partner function is no longer available (BOL/GENIL exists, but no UI component).

Search function SAP GUI, PC UI Search results do not include objects of the following types: campaign element, marketing plan element, and trade promotion element.

5.4.2 Segmentation


To display target group members, you need to adapt business add-in CRM_MKTTG_SEG_MEM_EX.

EXAMPLE

See method SELECT_TG_MEMBER_DETAILS of class

CL_DEF_IM_CRM_MKTTG_SEG_MEM_EX for variable value FLT_VAL = '51'.

As of SAP CRM 7.0, ranges for certain number range objects must be created manually in each client

that uses the segmentation application. For more information, see SAP Note 1565886.

5.4.3 External List Management


Mapping formats created in earlier releases need to be migrated before they can be used in SAP CRM

7.0 EHP2. Transport of mapping formats is not included in the application anymore. Instead, you need

to use the marketing export tools in SAP GUI.




976438 Migration of existing mapping formats

1025569 Copying new mapping formats

5.4.4 Mail Forms

Restrictions



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Letter as direct channel SAP GUI Letter is no longer supported as a direct channel; sending letters should be performed via export channel.

PDF format SAP GUI PDF format is no longer supported.

Mail templates SAP GUI Mail templates are no longer supported.

Address administration SAP GUI, PC UI

Automatic address administration via address node is no longer supported.


Since SAP Smart Forms are not technologically supported for mail forms anymore, you can no longer

use existing mail forms. Therefore, you need to create new mail forms.

5.4.5 Trade Promotion Management

Enhancements


5.0:


Customizing SAP GUI Status profile and action profile are assigned as default values in Customizing.

Customizing SAP GUI Customizing for Define Parameters for BI Analysis was adapted for the WebClient UI.

Product hierarchy promotion Not available Promotions can be planned for product category, product group, or product segment without the need to explode to the product level.

Restrictions



BAdI CRM_MKTPL SAP GUI, PC UI

Due to changes in architecture (object layer), the old BAdI CRM_MKTPL is not supported any longer; it is replaced by the two BAdIs CRM_MKTPL_OL_APP and CRM_MKTPL_OL_OBJ. The example implementation CL_EXM_CRM_MKTPL_WRAPPER can help you to convert the old implementation to the new implementation. This implementation can even be used to connect the new BAdIs to the old BAdI; however, this is not recommended.

BAdI CRM_MKTPL, method AUTHORITY_CHECK

PC UI The method AUTHORITY_CHECK is no longer called for the result list; no workaround is possible at the moment; use Easy Enhancement Workbench


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Function in SAP CRM 5.0 5.0 UI Restriction in SAP CRM 7.0 EHP2(EEW) instead. Trade promotion management uses Access Control Engine (ACE) to filter search results.

BAdI CRM_MKTPL_KPI_BADI SAP GUI, PC UI

Since the key figure planning integration has been redesigned, the BAdI CRM_MKTPL_KPI_BADI is not called anymore. It has been replaced by the BAdIs CRM_KFP_BADI and CRM_KFP_COMP_BADI.

ERP integration SAP GUI, PC UI

ERP integration type Online is not available anymore. Only ERP integration via middleware is supported.

Customizing SAP GUI, PC UI

Delivery Customizing for planning profile groups has been changed; the new key performance indicator (KPI) has been removed.

Key figure planning SAP GUI, PC UI

Old-style key figure planning in SAP List Viewer (ALV) is no longer supported.

Budgeting SAP GUI Top-down budgeting in Microsoft Excel is no longer supported.

Success key measure planning SAP GUI, PC UI

Success key measure planning is no longer supported.

Hierarchy SAP GUI, PC UI

Creation of trade promotions or trade promotion elements below trade promotion elements is no longer possible.An existing marketing project cannot be assigned to another marketing project (only to a link in the parent field, but there is no Add button in the hierarchy).

Segment partner function SAP GUI, PC UI

The segment partner function is no longer available.

Search function SAP GUI, PC UI

Search results do not include objects of the following types: campaign element, marketing plan element, and trade promotion element.

Copy function SAP GUI, PC UI

The advanced copy function has been enhanced compared to SAP CRM 5.0.

Mass change PC UI Mass change options have been enhanced compared to SAP CRM 5.0.

Trade promotion execution SAP GUI, PC UI

The execution function is limited to the activity.

Customer defaults PC UI The promotional calendar is no longer supported.

5.5 Interaction Center

Enhancements


5.0:



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Standard responses SAP GUI ■ New standard response editing page in the IC Manager role

■ Insert agent signatures using attributes in mail form tool

Alerts SAP GUI ■ New alert editing tool in the IC Manager role (WebClient UI) instead of in the Customizing activity

■ Alerts are now part of the new intent-driven interaction guidance.

Rule modeler PC UI ■ New application for rule modeler in WebClient UI

■ New program CRM_RULE_TRANS to transport rule policies and rules

Interactive scripting IC WebClient UI

Navigation concept has changed

Activity clipboard IC WebClient UI

■ Customizing has been enhanced for more flexibility

■ The clipboard now offers a customizable number of columns and supports up to five columns.

Intent-Driven Interaction (IDI)

NOTE

The IDI is available as of SAP CRM 5.1.

Not available ■ Intent-driven interaction guidance ■ Interaction modeling and evaluation

Account identification IC WebClient UI

■ Address validation and duplicate check ■ Do not contact indicator available in More Fields link ■ Index-based search ■ Mixed B2B and B2C account identification ■ Option to search and create related business

partner (BP) for identified account ■ iBase search is no longer the only view that can

be embedded into the right-hand side of the account identification page. Customizing is now available to integrate iBase or other components.

Product IC WebClient UI

■ Product registration allows the integration of objects.

■ Product search and result list enhanced ■ Product search based on product catalog

Multichannel communication IC WebClient UI

■ Dual tone multifrequency tones (DTMF) enabled

■ Display and maintenance of contact-attached data

■ Pushing ERMS e-mails to agents enabled ■ Monitoring statistics from multiple telephony

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■ Presence-availability of agents when transferring interactions

■ Simple telephony integration ■ IC toolbar now supports icons.

Interaction record IC WebClient UI

Allow auto or manual dialog boxes if the interaction record has multiple organizational units and partners based on the Customizing settings

ERP sales order IC WebClient UI

Listing is added to the product proposal BAdI for IC ERP sales order.

Service order/service ticket/lead IC WebClient UI

■ Dialog box for organizational data selection ■ Order can be created without first confirming

an account ID

Complaint/sales order/lead IC WebClient UI

Automatic dialog boxes can be configured for organizational unit selection and partner selection.

Complaint/Sales Order/Lead IC WebClient Automatic dialog boxes can be configured for organizational unit selection and partner selection

Restrictions



Scratch pad IC WebClient UI

Scratch pad needs to be closed before importing content.

Alerts IC WebClient UI

No default alerts are provided.

Launch transaction PC UI PC UI-based launch transaction is no longer supported.

Service ticket IC WebClient UI

There is a service message view that has not yet been implemented.


Rule Modeler

Complex PC UI-based value help is no longer supported. This has been replaced by value help based

on ABAP search help. If you have enhanced the rule repository with your own attributes or actions,

you need to adjust your coding to support ABAP search help.

Simple PC UI-based value help is no longer supported. By default, this is now displayed as dropdown

list boxes. If you have enhanced the rule repository with your own attributes or actions and do not

want to use dropdown list boxes for specific value help, you need to adjust your coding to use ABAP

search help.

Interactive Scripting

Recreate SAP CRM 5.0 scripts that used navigation, in SAP CRM 7.0 EHP2.



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Custom Views and Controllers

Custom views and controllers from SAP CRM 5.0 do not work with the SAP CRM 7.0 EHP2 framework.

Re-create all custom views and their corresponding controllers in the component workbench

(transaction BSP_WD_CMPWB).

Standard Responses

Recreate all standard responses with the new editor.

Alerts

Recreate alerts with the new editing tool. No standard alerts are delivered with SAP CRM 7.0 EHP2.

Launch Transaction

Regenerate launch transaction in transaction CRMC_UI_ACTIONWZ.

Activity Clipboard

Make Customizing settings for the activity clipboard in the new view cluster CRMC_UI_CLIP.

Navigation Bar

Make Customizing settings for the navigation bar in transaction CRMC_UI_NBLINKS.

IC Profile

The IC profile is now called business role and is maintained in transaction CRMC_UI_PROFILE.

Account Identification

Specify the account identification profile, submenu object components, and iBase component and

select the auto search. The search approach that was previously maintained in the account identification

profile, fields IB_PARTNER, is now selected here.

5.6 CRM Web Channel

The naming of the key capability CRM E-Commerce was changed to CRM Web Channel. For more

information about the new naming, see SAP Note 817119.

In CRM Web Channel, many applications are Java-based (JSP UI) with exception of the Web catalog

management, which was converted to the CRM WebClient UI.

Enhancements


5.0:


Web catalog management JSP UI ■ The Web Channel Manager role contains the work center Catalog Management.

■ Catalog staging via the work center Catalog Management in the Web Channel Manager role


5.6 CRM Web Channel

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■ Use of the SAP TREX API programming interface instead of SRET API

Roles with administrative and business functions related to CRM Web Channel

SAP GUI Web Channel Manager role

Business scenario: Contract Management SAP GUI The following user status profiles for the contract negotiation process are delivered: ■ CRMECOCN: user status profile for the

contract header ■ CRMECN_I: user status profile for the contract

items

Business scenario: Quotation and Order Management in CRM Web Channel

JSP UI New business process Sales Order Processing B2C for Service Providers in CRM Web Channel. This process covers: ■ Selling packages, rate plans, incentives, and

enabling products ■ Collecting technical data ■ Automatic contract creation for rate plan items

Business process: Sales Order Processing B2B in CRM Web Channel

JSP UI ■ Dynamic field control for orders ■ Search for items in orders, quotations, and

order templates

Business process: Sales Order Processing B2C in CRM Web Channel

JSP UI ■ Enhancements of the B2C Web shop UI: catalog navigation, Web shop header, mini shopping basket, shopping basket, scale price display

■ Verification word for integration with Interaction Center

Business process: Browsing for and Selecting Products in B2C CRM Web Channel

JSP UI ■ Additional way to display products in product catalog via block view

■ Paging through list of (special and personalized) offers on Web shop home page

■ Display of number of pages in catalog area browsing

Business process: Browsing for and Selecting Products in B2C CRM Web Channel – Configurable Material in Product Catalog

JSP UI Inline configuration display in block view of product display in product catalog

Business process: Sales Order Processing B2C in CRM Web Channel

JSP UI ■ Interaction Center mode ■ New text types Eye-catcher text and Price eye-catcher

text for display in product catalog and in product details (only Price eye-catcher text)

Business process: Sales Order Processing B2C in CRM Web Channel – Special Prices

JSP UI Strike-through prices in product catalog display (available for IPC prices and list prices)

Business scenario: Catalog Management JSP UI Usage of packages and products with dependent components in catalog management

Business scenario: Quotation and Order Management with CRM Web Channel

JSP UI New business process Sales Order Processing B2B with ERP Order in CRM Web Channel

Business scenario: Quotation and Order Management with CRM Web Channel

JSP UI New business process Loyalty Management with CRM Web Channel


5.6 CRM Web Channel

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Catalog management in CRM N/A ■ Enterprise Service bundle Product Catalog Processing with CRM

■ Web services for the runtime product catalog

Restrictions



Catalog management in CRM JSP UI ■ The Web catalog management application has been replaced by the Catalog Management work center that is available with the Web Channel Manager role in SAP CRM.

■ The SAP TREX API programming interface replaces the SRET API interface that was used in SAP CRM 5.0.

Catalog XML export: download option to save to local drive

SAP GUI The catalog XML export download option to save to local drive saves to the application server drive only.

Contract negotiation: status change for all/selected items from the contract inquiry on header level

SAP GUI Contract negotiation is no longer delivered. For more information, see SAP Note 1457223.

CRM business package for SAP NetWeaver Portal

Portal The Change Password iView is no longer available in the Customer portal role; the password can now be changed via personalization in SAP NetWeaver Portal.The iViews for Internet telephony (IT) and callback are not available in the Customer portal role in SAP CRM 7.0 EHP2.

Business process: Live Web Collaboration JSP UI The following features are not available anymore, because the IC WinClient is no longer supported: multi chat, Internet telephony, telephone callback.


Sales Order Processing B2C in CRM Web Channel: Special Prices

When you want to use existing Web shops, make sure that in the shop definition in the Web shop

management, a value is entered for the Controlling Price Determination in the Catalog parameter. Additionally,

if Internet Pricing and Configurator (IPC) prices are used, a pricing procedure similar to the standard

example pricing procedure 0IST02 needs to be set up and used in the Web shop.

If list prices are used in the Web shop in the catalog variant, a condition needs to be maintained for

special prices.

Catalog Management in CRM

■ Replacement of the Web catalog management

● Assign the authorization role (PFCG role) to the Web Channel Manager business role in

transaction SU01.


5.6 CRM Web Channel

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● Assign the Web Channel Manager business role to the business users who need access to the Catalog

Management work center in the CRM WebClient UI.

■ Replacement of the programming interface SRET API with SAP TREX API

You need to make the necessary settings in Customizing for Customer Relationship Management under

Master Data Product Catalog Define Catalog Variant Indexing .

■ Catalog indexing (formerly known as catalog replication from SAP CRM to SAP TREX)

If you want to continue to use the catalog indexing method used in SAP CRM 5.0, choose No Staging:

Overwrite Index Immediately (SAP TREX-API) in the Customizing activity Define Catalog Variant

Indexing under Customer Relationship Management Master Data Product Catalog . If you want to ensure

that your Web shop is always available, choose No Staging: Overwrite Index After Indexing (SAP TREX-

API). If you want to use the catalog staging additionally, choose Staging (SAP TREX-API).

Catalog XML Export: Download Option to Save to Local Drive

Existing export profiles need to be adapted to the application server files.

SAP Notes




980915 XML Export

988965 Proxy Error Message

5.7 Partner Channel Management

Enhancements


5.0:


Activity management Not available New transaction types for interaction logs

Partner management Not available New workflow to delete users

Partner management Not available New role PRCONT – Partner Contact

Partner management Not available Business partner role Channel Partner is automatically assigned during creation.

Account management Not available New partner-specific UI for the maintenance of account contacts

Further partner UIs Not available New UI configurations for the display of products and internal employees of partners

Market development funds Not available The Partner Channel Management solution now supports the process of market development funds. The roles for Channel Manager and Partner Manager have been extended by several applications.



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Rule-based employee assignment to channel partners

Not available Partner management now contains a button to assign a channel manager to a channel partner based on certain rules.

User assignment to company contacts in the Channel Partner role

Not available The Company Contacts application has been extended in such a way that information can be maintained.

New Authorization Object to Control Business Partner Roles

In SAP CRM 7.0 EHP2, the authorization object CRM_BPROLE controls the change access to business

partner roles. This is useful to restrict the access of external users. The authority check is deactivated

by default. You need to activate it by using a BAdI in Customizing for Customer Relationship Management

under Master Data Business Partner Accounts and Contacts Business Add-Ins Implementation: Filtering of BP

Roles by Authorization Check.

Rule-Based Employee Assignment

The Assign Employee button has been introduced in partner management. It allows the automatic

assignment of channel managers to channel partners. For more information, see Customizing for

Customer Relationship Management under Master Data Business Partner Accounts and Contacts Rule-Based

Assignment of Employees.

The button is only visible when the employee assignment is switched on.

Restrictions



Partner Employee role PC UI The Partner Employee role is not available; the My Profile application is not available in the WebClient UI.


Integration of Web Channel Applications into the WebClient UI

The business role for the external partner manager user includes several Web Channel applications.

Due to the switch from SAP NetWeaver Portal to the WebClient UI, the settings for the integration of

Web Channel applications have changed. For more information about the new settings, see

Customizing for Customer Relationship Management under Partner Channel Management Basic Settings Activate

Links from CRM WebClient UI to CRM Web Channel Applications .

Change in Partner Functions for Business Activities

To harmonize the partner functions that are used for activities and tasks, one partner function has

been changed in the partner determination profile 00000046 – CHM Bus.Activities (Partner). Instead of

partner function 00000022 Person Responsible, partner function 00000014 Employee Responsible is now used.

Activity Transaction Types for Interaction Log

In SAP CRM 7.0 EHP2, the following activity transaction types are available:



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■ SCCP Partner Report

■ SCPO Channel Report

Request to Brand Owner

The request-to-brand owner approach has been changed slightly compared with SAP CRM 5.0. The

transaction type CHM4 has been introduced to support this function.

Changed Request for Qualification

In SAP CRM 4.0, in the request for qualification, surveys were used to capture qualification-specific

data. Since SAP CRM 5.1, surveys are not used anymore. Instead, the new transaction type CHM3 was

introduced. Transaction type CHM2 is now obsolete.

New Partner Contact Role

In SAP CRM 5.2, the new business partner role PRCONT – Partner Contact was introduced. This role

allows you to improve separating employees of channel partners from other contacts. The applications

Partner Contacts (for the channel manager) and Company Contacts (for the partner manager) filter on this

business role.

NOTE

If you have existing partner contact records in your system, you need to assign them to the new

business partner role PRCONT.

Channel Partner Role

Since SAP CRM 5.2, channel partners are automatically assigned the business partner role Channel

Partner when they are created in the system. This role allows you to improve separation of channel

partners from other accounts.

New Workflow to Delete Users

In SAP CRM 5.2, the workflow WS53000005 CHM_DELUSER was introduced.

In the Channel Management business scenario, the brand owner, together with external companies

called channel partners, uses the CRM system. To give employees of these external companies access

to the brand owner system, they have users in this brand owner system.

These users are always assigned to a business partner that represents the channel partner employee in

the CRM brand owner system. Every channel partner employee (his or her business partner) has a

relationship is contact of to a channel partner company.

NOTE

If this relationship is deleted, you need to check whether the user related to the channel partner

employee also needs to be deleted in the brand owner system. However, the user is not deleted

automatically, but a decision of the brand owner employee responsible (for example, channel

manager) is required. This decision process is provided via the business workflow WS53000005

CHM_DELUSER.



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You need to make the following settings for this business scenario:

■ Activate start event linking for WS53000005 in Customizing of CRM in transaction OOCU.

■ Assign agents for the Delete user decision task TS53007922, for example, based on the authorization

role for the Channel Manager role in Customizing of CRM in transaction OOCU.

■ Activate the BAdI implementation CRM_CHM_BUPA_UPD of the BAdI PARTNER_UPDATE.

User Assignment in Channel Manager Role

In SAP CRM 4.0, the Web Channel user management was integrated in the Channel Manager role. Since

SAP CRM 5.2, the channel manager can maintain the user data in the partner contacts application.

Additionally, the Web Channel user management is available in the Channel Manager role as hidden

application.

User Assignment in Partner Role

In addition to the Web Channel user management application, the Company Contacts application now

contains an assignment block that allows you to maintain user data.

Changed User Management for External Users

Up to SAP CRM 5.0, the CRM Web Channel user management in the Enterprise Portal was used for

the channel manager and the partner manager. The external partner users were created in this

application. In SAP CRM 7.0 EHP2, the CRM Web Channel user management is no longer displayed

by default in the CRM business roles or in the Channel Manager and Partner Manager portal roles. Instead,

the applications Partner Contact (in the Channel Manager role) and Company Contact (in the Partner Manager role)

contain theUser assignment block. You can now create or update user data in this assignment block.

The assignment block functions are similar to the CRM Web Channel user management application.

Only if you use Partner Channel Management in the Enterprise Portal, is there a gap compared to SAP

CRM 5.0. The CRM Web Channel user management application offers special functions to synchronize

back-end users in the CRM server with the SAP User Management Engine (UME) user in the Enterprise

Portal. This synchronization is missing when you use the User assignment block. In this assignment

block, you can only create a user in the CRM server.

If you want to user the CRM Web Channel user management for the Channel Manager and Partner

Manager business roles, you need to:

1. Include the CRM Web Channel user management in the Channel Manager and Partner Manager business

roles. Both business roles already contain the logical links. These links are hidden by default.

2. Change the UI configuration for the Partner Contact and Company Contact applications to exclude the

assignment block User.

Obsolete Customizing Settings

In the Customizing activity Customer Relationship Management Partner Channel Management Basic Settings

Define Copy Control for Order Processing the column Application is obsolete. This column will be removed

in a future release.



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SAP Notes




1138855 Partner Channel Management Authorization Roles

1111654 Partner Channel Management Upgrade from CRM 5.0

1119251 Partner Channel Management Upgrade: New BP role PRCONT

1119661 Partner Channel Management Upgrade: Regenerate PDF

5.8 Cross-Application Components

5.8.1 Fact Sheet

SAP CRM 7.0 EHP2 contains the necessary environment for customizing and configuration of fact

sheets. If you have assigned your own views to the account fact sheet in SAP CRM 5.0, you need to

develop these views again in SAP CRM 7.0 EHP2 and assign them to the account fact sheet in SAP CRM

7.0 EHP2. If you have created your own fact sheet in SAP CRM 5.0, you need to perform the necessary

customizing and configuration of this fact sheet in SAP CRM 7.0 EHP2. Additionally, you need to develop

the necessary fact sheet views and assign them to this fact sheet in SAP CRM 7.0 EHP2.

For more information about fact sheets, see SAP Library for Customer Relationship Management at

WebClient UI Framework Fact Sheet .

5.8.2 Groupware Integration

You can migrate from the Java-based MapBox used in SAP CRM 5.0 to the ABAP-based MapBox used

in SAP CRM 7.0 EHP2. For more information about the migration, see SAP Library for Customer

Relationship Management at Data Exchange and Mobile Technologies CRM Integration Services Groupware

Integration Guide Server-Based Groupware Integration Migration of GWI Data to the ABAP-Based MapBox .

5.8.3 MS Office Integration

If you have created your own templates in SAP CRM 5.0, you can adapt these templates in SAP CRM

7.0 EHP2 with little effort. The data for the templates is provided by a Web service that reads the data

from a back-end and not from the user's screen. To use MS Office Integration in SAP CRM 7.0 EHP2,

you need Microsoft Office Professional 2003, Microsoft Office Professional 2003 Enterprise, or Microsoft

Word 2003 core program, or higher versions.

For more information about the MS Office Integration, see SAP Library for Customer Relationship

Management at Basic Functions Template Designer .



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5.8.4 Web Services

The existing Web services in SAP CRM 5.0 can also be used in SAP CRM 7.0 EHP2. If you want to create

new Web services in SAP CRM 7.0 EHP2, you can access the Web services tool from the Service

Professional (SERVICEPRO) business role in the work center Service Operations.

For more information about the Web services tool, see SAP Library for Customer Relationship

Management at Basic Functions Web Services .

5.8.5 Portal Integration

With SAP CRM 7.0 EHP2, the WebClient UI has been integrated into SAP NetWeaver Portal. You can

run SAP CRM 7.0 EHP2 with all features in the portal. Every CRM application is displayed in one portal

page. In comparison to prior releases, you can now easily create portal content by using the role upload

tool.

NOTE

The portal roles Channel Manager, Partner Manager, Customer, Telco Channel Manager, and Telco Partner

Manager are contained in the CRM Business Package. You do not have to upload them separately.

The CRM Business Package has to be customized as described under Basic Settings for SAP CRM

(Business Package for SAP CRM) in SAP Solution Manager.

If you want to use your existing CRM business roles in the portal, proceed as follows:

1. Install SAP CRM 7.0 EHP2 or upgrade to this release.

2. Adapt your CRM business roles in SAP CRM 7.0 EHP2 and perform the necessary customizing.

3. Check your business roles in SAP CRM 7.0 EHP2 standalone.

4. Install SAP NetWeaver Portal 7.0 (2004s) or upgrade to this release, and connect SAP CRM 7.0 EHP2

to the portal.

5. Export your CRM business role to an XML file and import this file to the portal.

6. Assign your generated portal role to the portal users.

The CRM business roles that correspond to the portal roles need to be assigned to the CRM users

that correspond to the portal users.

7. Check your generated portal role in the portal.

NOTE

If your role is not running in the portal, you need to check whether you have successfully

performed step 2 and step 5. Make sure that you also assign the new portal roles to the existing

users.

For more information about portal integration into SAP CRM 7.0 EHP2, see the following:

■ Customizing for Customer Relationship Management under UI Framework Portal Integration

Overview



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■ SAP Library for Customer Relationship Management at WebClient UI Framework Portal

Integration

CAUTION

In SAP CRM 7.0 EHP2, the People-Centric UI (PC UI) is no longer supported. If you want to upgrade

portal roles supported in SAP CRM 5.0 to SAP CRM 7.0 EHP2, follow the steps mentioned above.

As a result, new portal roles are created. The previous portal roles are no longer supported.

5.8.6 Workflow Inbox

In SAP CRM 7.0 EHP2, the workflow inbox of the Business Workplace (transaction SBWP in SAP GUI)

is not available in the WebClient UI. Instead, you can use the workflow inbox of the SAP CRM worklist.

Enhancements


5.0:


Workflow inbox of Business Workplace SAP GUI Workflow inbox of the SAP CRM worklist:You can integrate other SAP systems with the workflow inbox of the SAP CRM worklist. This allows you to receive, display, and edit workflow tasks from other SAP systems in the workflow inbox of the SAP CRM worklist. You make the required settings in Customizing for Customer Relationship Management under Basic Functions Worklist

Define Alert Inbox and Workflow Inbox Integrate Other SAP Systems in Workflow Inbox and BAdI: Integrate Other SAP Systems in Workflow Inbox.

Restrictions



Workflow inbox of Business Workplace SAP GUI Workflow inbox of the SAP CRM worklist: ■ “Advance with dialog”: not supported ■ Secondary methods (tab page Methods of an

Activity): not supported ■ Methods before work item execution: not

supported ■ Methods after work item execution: not

supported ■ Condition “complete execution": not

supported ■ Program exits: not supported



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■ Display of work items: implemented differently from SAP GUI (different functions offered, functions offered differently)

■ Step type “form”: not supported ■ Step type “user decision”: supported using

DDLB instead of buttons ■ Step type “document from template”: not

supported ■ Step type “ad hoc anchor”: not supported ■ Reviewer workflow, graphical workflow log:

not supported



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6 SAP CRM Business Scenarios

SAP CRM 7.0 contains over 50 scenarios that can be implemented independently. Some of them are

integration scenarios that use processes from other SAP applications. For example, you need SAP Supply

Chain Management (SAP SCM) if you want to perform a global availability check within some business

processes.

The SAP CRM business scenarios are assigned to the following lines of business:

■ Field Applications [page 93]

■ Interaction Center [page 103]

■ Marketing [page 107]

■ Partner Channel Management [page 114]

■ Sales [page 120]

■ Service [page 128]

■ Web Channel [page 138]

In the following sections, you find for each scenario a short description and a list of software units that

are required to implement the scenario.

NOTE

For some scenarios, SAP ERP is a mandatory or optional software unit. The mentioned minimum

release SAP R/3 4.6C SP53 can only be used by customers with extended maintenance contracts.

NOTE

For scenarios in which you use pricing, you have to activate the Virtual Machine Container (VMC),

which is a prerequisite for running pricing. For information about activating VMC, see SAP Note

854170.

6.1 Field Applications

Key capability Field Applications consists of the following scenarios:

■ Activity Management with CRM Mobile Sales for Handheld [page 94]

■ Field Account and Contact Management with CRM Mobile Sales [page 94]

■ Field Account and Contact Management with CRM Mobile Sales for Handheld [page 95]

■ Field Campaign Management with CRM Mobile Sales [page 96]

■ Field Complaints Management with CRM Mobile Service [page 97]

■ Field Opportunity Management with CRM Mobile Sales [page 97]



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■ Field Quotation and Order Management with CRM Mobile Sales [page 98]

■ Field Quotation and Order Management with CRM Mobile Sales for Handheld [page 100]

■ Field Sales Using Mobile Sales Online [page 101]

■ Field Service Order Management with CRM Mobile Service [page 101]

■ Field Service Stock Management with CRM Mobile Service [page 102]

6.1.1 Field Activity Management with CRM Mobile Sales for Handheld

This business scenario seamlessly connects all the business processes that typically occur during a sales

cycle and makes the information available to anyone in the sales team. It supports sales representatives

in organizing their daily work and also provides a sales manager with a fast and clear-cut overview of

all the activities that are to take place or have taken place in the sales organization over a particular

period.

Activities are related to all aspects of a daily selling process. For example, a sales representative has the

possibility of having a look at the result of a telephone call after the first visit to a customer. Or each

time a sales representative’s meeting with a customer culminates in a sales order, a sales representative

can automatically create a sales document that will help to negotiate the sale on better terms.

Software Units

The following software units are required to run the Activity Management with CRM Mobile Sales for

Handheld scenario.

Mandatory:


■ CRM Handheld Integration: SAP NetWeaver 7.1 Mobile

6.1.2 Field Account and Contact Management with CRM Mobile Sales

Description

You use this business scenario to view and create customer data, customer contact information, product

information, and activity management using enhanced data synchronization with the CRM server.

Users such as sales representatives or key account managers can create, view, maintain, and monitor

account information within one application. Managers can then track the status of customer account

activities and view the performance of each sales representative. By being able to manage and monitor

accounts proactively, users are in command of critical customer data.

Software Units

The following software units are required to run the Field Account and Contact Management with CRM Mobile

Sales scenario.



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Mandatory:


■ CRM Mobile Client Components including CRM AMT

■ CRM Communication Station

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP BW 7.02

Minimum version: SAP BW 7.00

■ BI Content

Recommended version: BI CONT 7.06

Minimum version: BI CONT 7.05

Optional:

■ SAP ERP

Recommended version: EHP5 for SAP ERP 6.0

Minimum version: SAP R/3 Enterprise 4.7 Extension Set 1.10

Required for Account Planning with CRM Mobile Sales (see SAP Note 1061455)

■ SAP Strategic Enterprise Management (SEM)

Minimum version: SAP SEM 3.5

With EHP2 for SAP NetWeaver 7.0, SEM is part of BW.

■ BackWeb ProactivePortal Server 5.0

6.1.3 Field Account and Contact Management with CRM Mobile Sales for Handheld

Description

This business scenario connects all the business processes that typically occur during a sales cycle and

makes this information available to the sales team.

You can use such information to:

■ Record details about sales activities, including the priority, and the date when the activity must be

completed

■ Share crucial sales information easily among all members of the sales team

Therefore, this business process allows you to easily schedule, delegate, and manage simple and complex

tasks and daily activities. This makes sales representatives more productive by giving them more control

and insight into their assignments and allowing them to manage all their tasks and activities easily.

Software Units

The following software units are required to run the Field Account and Contact Management with CRM Mobile

Sales for Handheld scenario.

Mandatory:



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■ Mobile Sales for Handhelds: MSA 5.0

6.1.4 Field Campaign Management with CRM Mobile Sales

Description

This business scenario outlines activities that support an office-based campaign manager and a field

sales representative in marketing activities, such as product launches and marketing campaigns.

The campaign manager creates a campaign and assigns the appropriate attributes to it, such as its

products, objectives, and validity dates. The campaign manager also creates or assigns a target group

with target customers, using sophisticated segmentation methods. After this basic information has

been assigned to the campaign, the manager begins planning for the costs and budget of the campaign,

as well as how the campaign’s success will be measured. The campaign manager plans and generates

the activities that define how the campaign is carried out. For example, he or she can generate a mail

merge file from the target group. This mail merge can be used to send invitations by e-mail or in printed

form.

After the activities of the campaign have been generated, these activities are automatically sent to the

field sales team representatives who interact with the customers. The field sales representatives then

carry out the activities of the campaign, for example, contacting all customers who have received

invitations. An outcome analysis measures the results of the campaign.

Software Units

The following software units are required to run the Field Campaign Management with CRM Mobile Sales

scenario.

Mandatory:




Optional:




Required for Campaign Analysis

■ BI Content



■ SAP ERP



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6.1.5 Field Complaints Management with CRM Mobile Service

Description

This business scenario enables you to manage complaints made by your customers, such as an objection

made by a customer about a service. It streamlines your company’s complaints process right from the

receipt of a complaint and its technical analysis, to measures taken to address this complaint and satisfy

the customer. In response to a complaint, you can do the following:

■ Create a substitute delivery, to record the shipment of goods to the customer

■ Issue a credit memo request, to credit the customer in relation to a complaint

■ Analyze complaints data, for example, to identify common problems with a particular product

Software Units

The following software units are required to run the Field Complaints Management with CRM Mobile Service

scenario.

Mandatory:




■ SAP ERP

Recommended version: SAP ERP 6.0


Optional:

■ SAP SCM

Recommended version: SAP SCM 7.0

Minimum version: SAP SCM 5.0

Required for Outbound Processing with WM and Inbound Processing and Receipt Confirmation with WM in SCM

6.1.6 Field Opportunity Management with CRM Mobile Sales

Description

You use this business scenario to:



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■ Record detailed information about sales opportunities, including the potential sales volume, the

potential revenue amount, the closure probability percentage, and the date the order must be

filled to satisfy the customer or prospect.

■ Share crucial sales information among the members of a sales team

■ Record information on competitors and competitive products

■ Enter the names of important contacts and easily link the contact information to various calendars

for activity planning

■ Generate sales quotations and orders automatically

Software Units

The following software units are required to run the Field Opportunity Management with CRM Mobile Sales

scenario.

Mandatory:







■ BI Content



Optional:

■ SAP ERP






6.1.7 Field Quotation and Order Management with CRM Mobile Sales

Description

Using this business scenario, you can sell your products through field sales representatives who have

direct personal contact with all your business partners. Your employees create quotation and order

data locally on their laptops in CRM Mobile Sales. They synchronize their data with CRM Enterprise

regularly.



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It describes the sale of serial or bulk products that you either produce internally based on consumer-

oriented or forecast-oriented revenue or sales revenue planning, or procure externally.

The products are shipped directly ex-stock to your customers.

Software Units

The following software units are required to run the Field Quotation and Order Management with CRM Mobile

Sales scenario.

Mandatory:




Optional:

■ SAP ERP




Required for using product configuration




Required for Sales Quotation and Order Analysis in CRM)

■ BI Content



■ SAP SCM



Required for online ATP check

NOTE

An ATP check is not required for this scenario. The ATP check is an additional feature in

CRM Mobile Sales and can be maintained in Mobile System Maintenance under Availability Profile

Maintenance.

● If you use CRM Mobile Sales without a connection to a network, you can trigger a rough

availability check to receive stock information.

● If you use CRM Mobile Sales within a network, you must have a connection to SAP SCM

where the ATP check is executed by SAP Advanced Planning & Optimization (SAP APO).





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6.1.8 Field Quotation and Order Management with CRM Mobile Sales for Handheld

Description

This business scenario supports the sales order acquisition and creation process in the field. Sales

representatives can create, verify, revise, and submit quotes tailored to meet customer requirements.

This improves sales representatives' productivity and effectiveness, therefore shortening sales cycles

while providing more personalized service to customers. Furthermore, it allows the sales

representatives to create sales orders by using a handheld device.

Software Units

The following software units are required to run the Field Quotation and Order Management with CRM Mobile

Sales for Handheld scenario.

Mandatory:



■ Mobile Sales for Handhelds: MSA 5.0

Optional:

■ SAP ERP 6.0



■ SAP SCM



Required for ATP check

NOTE

An ATP check is not required for this scenario. The ATP check is an additional feature in

CRM Mobile Sales for Handheld.

● If you use CRM Mobile Sales for Handheld within a network, you must have a connection

to SAP SCM where the ATP check is executed by SAP Advanced Planning & Optimization

(SAP APO).

● If you use CRM Mobile Sales for Handheld without a connection to a network, the ATP

check does not return any information. A message is displayed stating that the

connection is not available.



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6.1.9 Field Sales Using Mobile Sales Online

Description

This business scenario supports the sales management in the field when they are away from the office

by providing sales data on a handheld or a BlackBerry device. This enables the sales manager to be

connected to the business even when he or she is on a customer visit or at a customer event. Sales

managers can view orders, contracts, and opportunities, and they can create and update accounts and

activities. Additionally, they can view sales analysis charts to picture timelines, open sales orders,

incoming orders, and sales contracts.

Software Units

The following software units are required to run the Field Sales using Mobile Sales Online scenario.

Mandatory:


■ SAP Netweaver 7.1 Mobile

■ Mobile Sales Online MSON 1.0

Optional:




■ BI Content



6.1.10 Field Service Order Management with CRM Mobile Service

Description

You use this business scenario to access the information that the service representatives require for

their daily work from any location and at any time, using the mobile client. Data flows in a closed loop

between CRM Enterprise and CRM Mobile Service, and users can work either online or offline.

Service representatives therefore have a fully integrated view of service-relevant data such as customers,

service documents, installed base information, products, and service assignments. In addition, they can

create service orders and assignments locally and subsequently upload them to CRM Enterprise.

Software Units

The following software units are required to run the Field Service Order Management with CRM Mobile

Service scenario:

Mandatory:




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Optional:

■ Workforce Deployment

Required for Service Resource Planning in CRM. For this process you require the following:

● WFMCORE 200 (WFM CORE 200 Add-On) SP13

● CPRXRPM 400_700 (CPRXRPM 400 Add-On) SP11

● LC/LCAPPS 5.0 SP13

● LCAPPS_2005_700 (LCAPPS_2005_700 ABAP-AddOn) SP05

NOTE

LC/LCAPPS 6.0 and LC/LCAPPS 7.0 are not supported.




■ BI Content



6.1.11 Field Service Stock Management with CRM Mobile Service

Description

Using this business scenario, service representatives can access and maintain stock-related information

from any location and at any time using the mobile client. Data flows between CRM mobile client,

CRM server (Middleware) and Data Orchestration Engine (DOE) in SAP NetWeaver 7.1 and SAP ERP

server.

Service representatives can view and maintain stock-related data such as availability, goods movement

transactions, reservations, and purchase requisitions. Data exchange between CRM mobile client and

SAP ERP enables up-to-date stock figures and generation of reference documents such as purchase

orders and deliveries.

Software Units

The following software units are required to run the Field Service Stock Management with CRM Mobile

Service scenario.

Mandatory:






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■ SAP ERP

Minimum/recommended version: EHP5 for SAP ERP 6.0

Additionally, you need the components SAP_APPL 603 and EA-DFPS 603.

■ SAP NetWeaver 7.1 SP06 (minimum version)

NOTE

You have to install a separate server that runs the Data Orchestration Engine (DOE) with

SAP NetWeaver 7.1 SP06.

If you want to use this scenario, you also have to order SAP CRM Van Stock 7.0.

■ Van stock add-on SAPCRMSE

For more information, see SAP Note 1095483.

Optional:




■ BI Content




Key capability Interaction Center consists of the following scenarios:

■ IC Management [page 103]

■ IC Marketing [page 104]

■ IC Sales with CRM Sales Order [page 105]

■ IC Sales with ERP Sales Order [page 105]

■ IC Service [page 106]

■ Shared Services Center [page 107]

6.2.1 IC Management

Description

You use this business scenario to provide a single point of access for interaction center (IC) managers

to ensure the IC is optimized and efficient. Tools are provided for managers to make informed decisions,

to react quickly to changing business needs, and to resolve issues before they become problems.

Analytics and advanced reporting tools allow managers to monitor, measure, predict, plan, and

optimize the IC.

Software Units

The following software units are required to run the IC Management scenario.



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Mandatory:


■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Optional:




■ BI Content



6.2.2 IC Marketing

Description

This business scenario enables you to generate leads and gather customer information and feedback

through outbound telemarketing in the interaction center.

Your agents are provided with simplified access to all information and business processes they require

to interact with their customers. While agents are guided through their customer interaction with the

help of predefined scripts, leads can be automatically created based on customer feedback. This greatly

simplifies the interaction process for your agents, who can also manually create or qualify leads. Your

agents are free to focus on personalized interactions, improving the effectiveness of campaigns through

better closure rates.

Software Units

The following software units are required for the IC Marketing scenario:

Mandatory:


Optional:

■ SAP ERP






■ BI Content






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■ SAP Content Server 6.40

6.2.3 IC Sales with CRM Sales Order

Description

You use this business scenario to offer, sell, and deliver products to your customer via your interaction

center. In Inbound Telesales with CRM Sales Order, customers take up contact with the interaction center

and wish to place an order. In Outbound Telesales with CRM Sales Order, the interaction center agent calls

the customer to offer products or services.

In this business scenario, the system enters sales orders in SAP CRM, and then forwards them to SAP

ERP for subsequent logistical processing. An alternative to this business scenario is the business scenario

IC Sales with ERP Sales Order, which allows you to create sales orders directly in SAP ERP.

Software Units

The following software units are required for the IC Sales with CRM Sales Order scenario:

Mandatory:


■ SAP ERP



Optional:





■ SAP Real-Time Offer Management (RTOM) 7.1

You can only use RTOM if you have activated the Real-Time Offer Management (CRM_RTOM_1)

business function.

6.2.4 IC Sales with ERP Sales Order

Description

You use this business scenario to offer, sell, and deliver products to your customer via your interaction

center. In Inbound Telesales with ERP Sales Order, customers take up contact with the interaction center and

wish to place an order. In Outbound Telesales with ERP Sales Order, the interaction center agent calls the

customer to offer products or services. In this business scenario, the system does not save entered sales

orders in SAP CRM, but rather directly in SAP ERP. You can nevertheless use the marketing functions

available in SAP CRM. An alternative to this business scenario is the business scenario IC Sales with CRM



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Sales Order, in which the system creates sales orders in SAP CRM, and then transfers them to SAP ERP

for subsequent processing.

Software Units

The following software units are required for the IC Sales with ERP Sales Order scenario:

Mandatory:


■ SAP ERP



● IC WebClient with specific ERP sales order view set requires EHP5 for SAP ERP 6.0.

● IC WebClient with Launch Transaction (ITS) requires SAP R/3 Enterprise 4.7 Extension Set

1.10 or higher.

Optional:



6.2.5 IC Service

Description

You use this business scenario to enable interaction center (IC) agents to streamline the service process

to resolve customer issues, to ensure customer needs are met, and to increase or maintain customer

satisfaction. For interaction centers handling inbound service activities, this area provides agents with

tools to complete all open processes during the same customer interaction, avoiding unnecessary

callbacks or follow-ups. Agents can increase profits by ensuring that service contracts are current and

service levels are met.

Software Units

The following software units are required to run the IC Service scenario:

Mandatory:


Optional:



■ SAP ERP





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6.2.6 Shared Services Center

Description

You use this business scenario to enable both the agents of employee interaction centers (EIC) and IT

help desks to engage in more efficient and higher quality interactions with internal and external

communication partners. Agents can file tickets and create requests that are reported conveniently

across multiple communication channels, such as telephone, e-mail, chat, and fax.

NOTE

You can only use this scenario if you have activated the Multifunctional Shared Service Interaction

Center (CRM_SHSVC) business function.

Software Units

The following software units are required to run the Shared Services Center scenario:

Mandatory:

■ CRM application server ABAP

Optional:

■ SAP ERP


Minimum version: SAP ERP 6.0

Employee Interaction Center: minimum SAP ERP 6.0




■ BI Content




6.3 Marketing

SAP CRM Marketing is an integrated, closed loop solution enabling marketers to analyze, plan, develop,

execute, and measure all marketing activities.

Key capability Marketing consists of the following scenarios:

■ Campaign Management [page 108]

■ Loyalty Management in IC [page 109]

■ Loyalty Membership Management [page 109]

■ Loyalty Program Design in CRM Marketing [page 110]

■ Loyalty Partner Management [page 110]


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■ Marketing Resource Management [page 111]

■ Segmentation and List Management [page 111]

6.3.1 Campaign Management

Description

You use this business scenario to cover the complete process for running a campaign starting with

market analysis, continuing with execution of the campaign, and ending with the closure of the

campaign and analysis of the results. Campaigns serve as operative marketing planning instruments.

They describe actions that are carried out, for example, mailing actions, product promotions, and

telemarketing. After a campaign has been set up, it can be tracked throughout its duration and the

results used in future planning. Criteria such as target groups, products, documents, people responsible,

and the budget are defined in the campaign for these activities.

Software Units

The following software units are required to run the Campaign Management scenario.

Mandatory:


NOTE

To run the Java applet for segmentation, you need to install the Java Runtime Environment (JRE)

on your client.

Optional:

■ SAP ERP



Optional for Marketing Planning and Budgeting and Campaign Analysis

■ CRM Mobile

Can be used in the business processes Segmentation and Campaign Planning in CRM




■ BI Content



● Mandatory for Marketing Planning and Budgeting, Campaign Planning, and Campaign Analysis

● Optional for Scenario Planning, Campaign Modeling, Campaign Execution, and Segmentation

■ SAP Real-Time Offer Management (RTOM) 7.1


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You can only use RTOM if you have activated the Real-Time Offer Management (CRM_RTOM_1)

business function.

6.3.2 Loyalty Management in IC

Description

You use this business process to manage memberships of a loyalty program in the Interaction Center

(IC). You use the IC to create and maintain memberships for a loyalty program, create accrual orders,

redeem points, verify account transactions and statements or membership transactions such as split

and merge. During an interaction, you can also transfer points from one account to another and donate

points to charities. You can also provide customers with the opportunity to file complaints to their

related loyalty program.

This business scenario includes IC management processes to run loyalty programs and memberships.

Software Units

The following software units are required to run the Loyalty Management in IC scenario.

Mandatory:


Optional:


Required for Web shop integration

6.3.3 Loyalty Membership Management

Description

You use this business scenario to manage the relationship between business partners (persons,

organizations, households) and the loyalty program. The loyalty membership is the basis for all loyalty

program-related processes.

Software Units

The following software units are required to run the Loyalty Membership Management scenario.

Mandatory:


Optional:




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6.3.4 Loyalty Program Design in CRM Marketing

Description

You use this business scenario to set up a loyalty program that serves the following purposes:

■ Track customer behavior

■ Identify which customers are most valuable, and take steps to retain them

■ Encourage specific customer behavior

This business scenario includes loyalty management processes from planning loyalty programs and

designing the program structure and program rules, through to managing loyalty campaigns.

Software Units

The following software units are required to run the Loyalty Program Design in CRM Marketing scenario.

Mandatory:


Optional:



6.3.5 Loyalty Partner Management

Description

You use this business scenario to enable partners to be part of your loyalty program and to collaborate

with them. This enables your loyalty program members to perform specific types of activities and

transactions with the partners, and in turn receive additional rewards or benefits. Enabling partner

participation in your loyalty program enhances the value of your program to the members, as they

can now extend their program status to complimentary brands, and also provides an additional stream

of revenue for your loyalty program by way of points sold to partners.

This business scenario is also integrated with CRM Partner Channel Management (PCM), thus enabling

partners to perform a number of functions in the system.

Software Units

The following software units are required to run the Loyalty Partner Management scenario.

Mandatory:


Optional:




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6.3.6 Marketing Resource Management

Description

You can use this business scenario to organize marketing budget and resources. SAP CRM offers

marketing resource management capabilities that include strategy and planning at a higher level,

budget and cost management and brand management capabilities with digital asset management. It

offers a complete set of processes and capabilities to enable you to optimize marketing resources, create

and develop marketing programs and content, manage and distribute content, and measure, analyze,

and optimize marketing performance. Marketing departments typically have the largest discretionary

budget within the enterprise. In challenging economic times, when cutbacks need to be made, it is

often the first budget to be cut. However, marketers are still asked to perform and contribute to the

bottom line. They still have to drive demand, acquire customers, generate qualified leads, and convert

customers. This means they must be able to react quickly and dynamically to changing market

conditions and they need to understand how to use their marketing spend and resources most

effectively.

Software Units

The following software units are required to run the Marketing Resource Management scenario.

Mandatory:





■ BI Content



Optional:

■ SAP ERP


Minimum version: SAP ERP 6.0

■ Additional content server for process Digital Asset Management recommended

6.3.7 Segmentation and List Management

Description

You can use this business scenario to prepare target groups and lists of business partners that should

be addressed by a campaign or trade promotion. The scenario provides list management capabilities to

import external data such as rented or purchased lists, and allows you to create new customer attributes

with an easy to use graphical, interactive segmentation tool. You can create, capture, and view customer

profile data for better targeted and personalized marketing messages and also perform ad hoc customer


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segmentation to identify opportunities quickly and gain insights into customer segments using data

visualization features. This helps you to manage customer and prospect data better while reducing the

need for IT support.

NOTE

You do not need to activate a business function for classic segmentation. However, segmentation

with high data volume (TREX) requires that you activate the business function High-Volume

Marketing (CRM_MKT_HVS). If you would like to access data from SAP NetWeaver BW, within

high volume segmentation, using SAP NetWeaver Business Warehouse Accelerator, you must

activate both High-Volume Marketing (CRM_MKT_HVS) and Segmentation of BW Data Using Business

Warehouse Accelerator (CRM_MKT_SEG_BWA).

Software Units

The following software units are required to run the Segmentation and List Management scenario.

Mandatory:



Required for segmentation with high data volume

■ SAP NetWeaver Business Warehouse (BW) 7.30 SP03

Required for high-volume segmentation

■ SAP NetWeaver Business Intelligence Accelerator 7.20

Required for high-volume segmentation

Optional:

■ SAP ERP



■ BI Content 7.06

If you want to use the extended marketing attribute content, see SAP Help Portal under http://

help.sap.com/crm-core <Choose a release> Application Help SAP Library SAP Customer

Relationship Management Marketing Objects and Functions for Business Scenarios in Marketing Segmentation

and List Management Segmentation Segmentation with High Data Volume Segmentation with High Data Volume

from SAP NetWeaver BW Creating an InfoCube for Marketing Attributes .

6.3.8 Trade Promotion Management

Description

You can use this business scenario to plan and coordinate short and long-term marketing activities in

cooperation with retailers to achieve a corporation-wide marketing and sales strategy. This leads to

increased profitability of all marketing activities that are agreed between you and your clients. As well


6.3 Marketing

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as increasing brand capital, name recognition and market share, this business scenario enables you to

increase sales volume and place new products on the market.

Consumer product manufacturers are spending an increasingly large proportion of their marketing

budget on trade promotions. For this reason, marketing, sales, and purchasing departments are tightly

integrated with the marketing process. You can carry out evaluations of current and future plans based

on data from your company or from external sources.

Trade promotion management offers the following benefits:

■ Fast planning process

■ Greatest possible planning reliability

■ Saves time and costs

■ Greater transparency with regard to company processes

■ Efficient reporting with the best possible analysis methods

Software Units

The following software units are required to run the Trade Promotion Management scenario:

Mandatory:


Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP 2 SP 01 – required for multiple promotions, funds

management, and claims management

Minimum version: SAP R/3 4.6C (+ PlugIn 2003.1) SP 53 – required for the business process Long-

Term Trade Planning with CRM Mobile Sales and for condition transferring from SAP CRM to SAP ERP

See SAP Note 1061455

■ CRM Mobile

Required for the business processes Long-Term Trade Planning with CRM Mobile Sales and Trade Promotion

Planning with Mobile Sales

■ SAP NetWeaver 7.0 including BI CONT 7.04

■ SAP SCM



Additionally, you need to activate the following business functions for dispute management:

■ FIN_FSCM_CCD

■ FIN_FSCM_INTEGRATION

■ LOG_SD_CRMTGPSINTEGRATION

■ LOG_SD_CI_01

You also need to install the components SAP_APPL 602, FINBASIS 602, EA-APPL 602, SEM-BW 602.


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SAP CRM empowers organizations to manage partners and enables channel partners to serve their

customers effectively, resulting in a more profitable and loyal indirect channel.

Key capability Partner Channel Management consists of the following scenarios:

■ Account and Contact Management with Channel Partners [page 114]

■ Collaborative Campaign Management [page 115]

■ Collaborative Selling [page 115]

■ Lead and Opportunity Management with Channel Partners [page 116]

■ Market Development Funds [page 117]

■ Partner Management [page 118]

■ Quotation and Order Management for Business-on-Behalf [page 119]

■ Service Order Management with Channel Partners [page 120]

6.4.1 Account and Contact Management with Channel Partners

Description

This scenario allows your channel and service partners to manage and maintain accounts and contact

persons. It offers master data maintenance as well as the integration of transaction data, such as business

transactions and contacts. Channel and service partners can get an overview of the most important

data as well as benefit from quick access to and easy maintenance of all the information on their accounts

or contact persons.

Software Units

The following software units are required to run the Account and Contact Management with Channel Partners

scenario.

Mandatory:


■ SAP NetWeaver Application Server Java

Optional:

■ Groupware Connector 5.0

Can be used for Activity Processing in CRM


■ SAP ERP







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■ BI Content



6.4.2 Collaborative Campaign Management

Description

You use this business scenario in your marketing organizations to coordinate marketing programs

with channel partners more efficiently and to improve collaboration. This allows you to achieve the

following:

■ Leverage best practices and resources for channel campaign planning and execution

■ Increase marketing collaboration between corporate and channel partners

■ Gain control and visibility of all marketing activities and its effectiveness

■ Empower partners to leverage their brand owner's marketing processes and expertise, improving

partner marketing effectiveness

Software Units

The following software units are required to run the Collaborative Campaign Management scenario.

Mandatory:



Optional:




■ BI Content



6.4.3 Collaborative Selling

Description

With this business scenario, you, as a brand owner, can sell your products to end customers through

channel partners, via a Web shop. With the help of this collaborative showroom, you offer your partners

the option to participate in a Web shop that you run. In the collaborative showroom, customers do

not order products directly from you, but from a channel partner of their choice.



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Based on a product catalog that you determine, each of your channel partners specifies which of your

products they sell. If the customer cannot find a channel partner that stocks all the products they

require, they can assign several partners to the shopping basket at item level.

Your channel partners can specify their own individual delivery times and payment types as well as

specific terms and conditions.

Software Units

The following software units are required to run the Collaborative Selling scenario.

Mandatory:



Required for Managing Catalog Content in CRM and Browsing for and Selecting Products

Optional:


Required if B2B from Web channel is used




Required for Sales Quotation and Order Analysis for B2B in Channel Management

■ BI Content



■ SAP ERP



Required if order processing in SAP ERP is used

6.4.4 Lead and Opportunity Management with Channel Partners

Description

You use this business scenario to control your channel marketing and channel sales processes

transparently, by processing and analyzing leads, activities, opportunities, and sales orders with your

channel partners. This business scenario demonstrates the entire cycle, from first interest when a lead

is created, through to presales, when an opportunity is created, and finally to sales order processing

and analysis of the corresponding processes.

Software Units

The following software units are required to run the Lead and Opportunity Management with Channel Partners

scenario.



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Mandatory:



Optional:


Required for Sales Order Processing for B2B in CRM Web Channel

■ SAP ERP



■ SAP SCM






Required for Lead Analysis in Partner Channel Management

■ BI Content



6.4.5 Market Development Funds

Description

You can use this business scenario to more efficiently manage and distribute marketing funds to your

channel partners and to increase the effectiveness of your channel marketing expenditures.

NOTE

You can only use this scenario if you have activated the Partner Channel Management, Market Development

Funds (CRM_PCM_MDF_1) business function.

Software Units

The following software units are required to run the Market Development Funds scenario.

Mandatory:


■ SAP ERP


Minimum version: EHP2 for SAP ERP 6.0

Optional:




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■ BI Content



6.4.6 Partner Management

Description

This business scenario helps you as the channel manager to work effectively with your channel partners.

■ You have a complete view of your partners. You see who your partners are, and where they are

from. You also see the status of each partner has, the branch of industry in which they specialize,

and who your partners’ customers are.

■ Potential partners can apply to work as partners with you. You provide the respective registration

forms on your Web site for this.

■ You provide your partners with brochures and information about your newest products, as well

as information about training and special promotions in the channel manager portal. Your

partners can call up this information in the partner portal.

■ You can schedule channel partners for participation in the collaborative showroom. For channel

partners participating in the collaborative showroom you can for example see which products

partners are offering to their customers online. Participating partners can maintain different

settings and content needed for the customers' checkout from the collaborative showroom in a

self-service, for example, their own general terms and conditions.

Software Units

The following software units are required to run the Partner Management scenario.

Mandatory:


Optional:





■ SAP ERP



■ SAP SCM




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■ BI Content



6.4.7 Quotation and Order Management for Business-on-Behalf

Description

Using this business scenario, you can sell your products and services to end customers via your partner

organizations, and you can create quotations and orders in the system on behalf of end customers.

Your sales partners can receive quotations for your products in the customer shop on behalf of end

customers, and they can also enter orders for your enterprise. A business deal thus takes place between

your enterprise and the end customer. The partner acts as an agent.

Software Units

The following software units are required to run the Quotation and Order Management for Business-on-Behalf

scenario.

Mandatory:



Optional:


Required if B2B from Web channel is used



■ SAP ERP



Required for order processing in SAP ERP

■ SAP SCM




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Required for Sales Quotation and Order Analysis for Business-on-Behalf

■ BI Content



6.4.8 Service Order Management with Channel Partners

Description

You can use this business scenario to define the processes that are relevant to performing services,

starting with the processing of a service order, continuing with confirmation by the partner, right

through to billing and warranty claim processing.

Software Units

The following software units are required to run the Service Order Management with Channel Partners scenario.

Mandatory:



Optional:

■ SAP ERP


■ Additional components required for resource planning:

WFMCORE 200 (WFM CORE 200 Add-On) SP13

CPRXRPM 400_700 (CPRXRPM 400 Add-On) SP11

LC/LCAPPS 5.0 SP13

LCAPPS_2005_700 (LCAPPS_2005_700 ABAP-AddOn) SP05

6.5 Sales

SAP CRM empowers sales professionals with the information and tools to plan, execute, and analyze

sales processes across the full sales cycle both effectively and profitably.

Key capability Sales consists of the following scenarios:

■ Account and Contact Management [page 121]

■ Contract Management [page 122]

■ Incentive and Commission Management [page 123]


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■ Lead and Opportunity Management [page 123]

■ Lead-to-Cash [page 123]

■ Quotation and Order Management in CRM (with CRM Billing and Rebates) [page 125]

■ Quotation and Order Management in CRM (with ERP Billing) [page 126]

■ Sales Performance Management [page 126]

■ Sales Planning [page 127]

6.5.1 Account and Contact Management

Description

This scenario allows you to manage and maintain your accounts and contact persons. It offers master

data maintenance as well as integration of transaction data, such as business transactions and contacts.

You can get an overview of the most important data as well as benefit from quick access to and easy

maintenance of all the information on your account or contact person.

Software Units

The following software units are required to run the Account and Contact Management scenario.

Mandatory:


Optional:




Required for BW extraction of master data and for Sales Performance Analysis in CRM

If SAP Content Server is used, SAP BW 7.00 is required.

■ BI Content





Optional for Activity Processing in CRM

■ SAP ERP



Optional for Sales Performance Analysis in CRM


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6.5.2 Contract Management

Description

This business scenario enables you to create long-term agreements that contain information about

prices and products for a particular customer or group of customers. It helps you to meet challenges

such as ensuring customers remain loyal to you, or retaining customers so that they return to you for

a particular product.

Customers profit from long-term agreements with lower prices and better terms of delivery, while you

are able to:

■ Monitor the sales process from inquiry through to contract completion

■ Keep track of whether your customer has been buying products as arranged

■ Respond quickly to signals that the customer is dissatisfied

■ Guide your sales employees through any necessary follow-up activities

■ Use integrated reporting for analyzing contract-related sales figures

Software Units

The following software units are required to run the Contract Management scenario.

Mandatory:





Required for Contract Analysis

■ BI Content



Optional:


■ CRM Mobile Client Component including AMT

■ SAP ERP

Recommended version:

SAP ERP 6.0 – required for multiple promotions

SAP ERP 6.0 EHP2 SP02 – required for funds management, claims management, pricing at target

group or product segment levels, purchase integration and off-invoice caps transfer to ERP


■ SAP SCM 7.0


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NOTE

If you want to use the global availability check, you need to install SAP SCM. To keep operating

costs as low as possible, you can also use the local availability check in SAP ERP. In this case,

SAP SCM is not required.

6.5.3 Incentive and Commission Management

Description

You use this business scenario to create, manage, and report on incentive and commission

compensation plans within your organization. It utilizes the Incentive and Commission Management

(ICM) engine residing in SAP ERP where plan administrators are able to craft and manage complex

variable compensation plans efficiently. CRM ICM includes two standard means of transferring data

to ICM for the purpose of driving your incentive processing:

■ Transferring CRM documents to ICM through a configured document interface

■ Transferring SAP NetWeaver Business Warehouse (BW) data to ICM through a general BW transfer

interface

Software Units

The following software units are required to run the Incentive and Commission Management scenario:

Mandatory:


■ SAP ERP


Minimum version: SAP ERP 2004




■ BI Content



6.5.4 Lead and Opportunity Management

Description

You use this business scenario to control your marketing and sales processes transparently. You process

and analyze leads and opportunities, and process activities, quotations, and sales orders. The scenario

describes the individual processes and also demonstrates the entire cycle, from first interest when a

lead is created, through to presales, when an opportunity is created, and finally to sales order processing.


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Software Units

The following software units are required to run the Lead and Opportunity Management scenario.

Mandatory:





■ BI Content



Optional:


6.5.5 Lead-to-Cash

Description

You can use this business scenario to run the various sales processes, from publishing your product

catalog in a Web shop, through to sales order processing, delivery, and finally payment of goods. The

scenario demonstrates the entire cycle, from first interest when a lead is created, through to opportunity

and sales order processing, when a sales order is processed in SAP ERP, to delivery and finally to billing

and payment.

Software Units

The following software units are required to run the Lead-to-Cash scenario.

Mandatory:





■ SAP ERP


Minimum version: SAP ERP 6.0 (this version does not contain product configuration and

extensibility functions)

■ BI Content



Optional:



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Required for Managing Catalog Content in CRM and Interactive Configuration

■ SAP SCM



6.5.6 Quotation and Order Management in CRM (with CRM Billing and Rebates)

Description

You use this business scenario to offer, sell, and deliver products to the customer. The products are

shipped directly ex stock to your customers. The sales order is processed in SAP CRM regardless of the

communication channel through which the order was entered. The sales order can be created using

the following channels:

■ Telesales (see IC Sales with CRM Sales Order [page 105])

■ CRM Web Channel (see Quotation and Order Management in CRM Web Channel [page 141])

■ Mobile Sales (see Field Quotation and Order Management with CRM Mobile Sales [page 98])

Software Units

The following software units are required to run the Quotation and Order Management in CRM (with CRM

Billing and Rebates) scenario.

Mandatory:


Optional:





Required for Sales Quotation and Order Analysis in CRM

■ BI Content



■ SAP Price and Margin Management application by Vendavo 7.5

You can only use SAP Price and Margin Management if you have activated the SAP CRM Price and

Margin Management by Vendavo (CRM_PMM_1) business function.


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6.5.7 Quotation and Order Management in CRM (with ERP Billing)

Description

You use this business scenario to offer, sell, and deliver products to the customer. The products are

shipped directly ex stock to your customers. The sales order is processed in SAP CRM regardless of the

communication channel through which the order was entered. The sales order can be created using

the following channels:

■ Telesales (see IC Sales with CRM Sales Order [page 105])

■ CRM Web Channel (see Quotation and Order Management in CRM Web Channel [page 141])

■ Mobile Sales (see Quotation and Order Management with CRM Mobile Sales [page 98])

Software Units

The following software units are required to run the Quotation and Order Management in CRM (with ERP

Billing) scenario.

Mandatory:


Optional:



■ SAP ERP



Required for Billing in ERP and Outbound Processing Without WM

■ SAP NetWeaver Business Warehouse



Required for Sales Quotation and Order Analysis in CRM

■ BI Content



■ SAP Price and Margin Management application by Vendavo 7.5

You can only use SAP Price and Margin Management if you have activated the SAP CRM Price and

Margin Management by Vendavo (CRM_PMM_1) business function.

6.5.8 Sales Performance Management

Description

This business scenario allows you to evaluate and monitor current business development and expected

sales volume. It also provides you with an overview of the opportunities that are expected to be closed


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within a defined timeframe. Once you have completed the configuration steps, you can do the

following:

■ Analyze the sales pipeline

■ Identify gaps and critical opportunities

■ Identify and monitor opportunity changes in the pipeline

■ Simulate what-if scenarios

■ Trigger actions to resolve issues and meet targets

Software Units

The following software units are required to run the Sales Performance Management scenario.

Mandatory:


6.5.9 Sales Planning

Description

This business scenario provides the necessary tools for the strategic management of sales. It enables

sales managers and their teams to plan their sales targets at differing levels, monitor sales continuously

throughout the sales cycle, and adjust their sales plans accordingly. This type of ongoing replanning

ensures that sales targets are attainable and can be realigned regularly when necessary.

Software Units

The following software units are required to run the Sales Planning scenario.

Mandatory:


Optional:




■ BI Content



■ SAP ERP



Required for Account Planning in CRM (see SAP Note 1061455) and Sales Performance Analysis in CRM


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6.6 Service

SAP CRM empowers service professionals with all the information and tools to run the service business

effectively and profitably within the service organization. This comprises all phases, from responding

to the customer's initial inquiry, quotation creation and processing, order creation, and assignment to

the most appropriate field service representative, right through to confirmation and billing of the work

performed for the customer.

Key capability Service comprises the following scenarios:

■ Case Management [page 128]

■ Complaints and Returns Management [page 129]

■ In-House Repair [page 130]

■ IT Service Management [page 131]

■ Recall Management [page 132]

■ Service Contract Management [page 132]

■ Service Order Management [page 133]

■ Service Order Management with ERP Billing [page 134]

■ Service Order Management with External Resource Procurement [page 135]

■ Service Planning [page 136]

■ Usage-Based Service Contract Management [page 137]

6.6.1 Case Management

Description

You can use this business scenario to manage complex problems or issues that involve more than one

document, transaction, or business partner. Some examples include issues in the utilities industry or

complaints regarding billing disputes in the telecommunications industry.

You can use cases to consolidate and manage information about problems or issues in a central

collection point, and then monitor and analyze this information. Information about business partners,

business transactions, products, and electronic documents is stored in cases. You can link cases to

objects in various systems.

You can improve processing efficiency by making case information globally accessible, while at the

same time ensuring the confidentiality of sensitive information through authorization checks.

Cooperation during case processing is facilitated by activities, which you can create and assign to the

corresponding processors. Additionally, case notes simplify communication and division of work

during case processing.

Changes to a case are automatically recorded in a log, enabling you to fulfill legal requirements to

provide audit trails for cases, and also providing you with useful progress information.


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Technical service employees can use service confirmations that are linked to one another to confirm

their working time, materials, and expenses for a case. This automatically triggers an update of the

inventory, work time, and the controlling data in the integrated SAP ERP systems.

Software Units

The following software units are required to run the Case Management scenario.

Mandatory:


Optional:

■ SAP ERP






Required for Case Management Analysis

■ BI Content




Required for simple search

6.6.2 Complaints and Returns Management

Description

You use this business scenario to process customer complaints within your sales and service

organizations. A complaint is an expression of dissatisfaction that a customer makes in relation to a

service or product. If a customer returns a product without first making a complaint, this is a return.

You use complaints management in your company to represent the entire complaints process from

recording a complaint, the technical analysis and relevant follow-up process steps, through to statistical

evaluation.

Software Units

The following software units are required to run the Complaints and Returns Management scenario.

Mandatory:


■ SAP ERP




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Optional:

■ CRM Workforce Deployment

Required for appointment scheduling

● WFMCORE 200 SP13

● LCAPPS_2005_700 Add-On (see also SAP Note 1246105)




Required for Complaints and Returns Analysis in CRM

■ BI Content



■ SAP SCM



Required for Outbound Processing with WM and Inbound Processing and Receipt Confirmation with Warehouse

Management



■ CRM Mobile Client Component including AMT

6.6.3 In-House Repair

Description

You use this business scenario to perform the entire in-house repair process, from the creation of the

repair order through to billing.

Software Units

The following software units are required to run the In-House Repair scenario.

Mandatory:


■ SAP ERP



Optional:





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Required for Service Order and Quotation Analysis in CRM and Complaints and Returns Analysis in CRM

■ BI Content





■ SAP SCM



Required for Inbound Processing and Receipt Confirmation with Warehouse Management in SCM and Outbound

Processing with WM

6.6.4 IT Service Management

Description

You can use this business scenario to manage the services provided by your IT service organization and

to maintain a company-wide view of IT objects and their relationships. You can find and offer solutions

quickly and efficiently through the creation of service transactions, such as incidents, problems, and

requests for change. This business scenario provides you with a systematic way to organize and distribute

information by enabling you to assign knowledge articles to service transactions. With access to up-to-

date information, you can monitor, analyze, and evaluate the services provided to ensure that you

meet all of the requirements of your service level agreements.

Software Units

The following software units are required to run the IT Service Management scenario.

Mandatory:


■ SAP ERP



Optional:




■ BI Content





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Required for simple search and knowledge articles

6.6.5 Recall Management

Description

Vendors of service parts can use this business scenario to manage recall actions for defective components

(service parts) that are still in their customers' warehouse stock.

Software Units

The following software units are required to run the Recall Management scenario.

Mandatory:


■ SAP SCM



Required for Inbound Processing and Receipt Confirmation with Warehouse Management in SCM and Outbound

Processing with WM

■ SAP ERP



Optional:




Required for Complaints and Returns Analysis in CRM

■ BI Content





6.6.6 Service Contract Management

Description

You use this business scenario to perform service processes based on the following:

■ Service contracts agreed with the customer

■ Warranties that were assigned to products, installed base components, or individual objects

Service contracts represent long-term agreements between companies and customers. In service

contracts, the customer is assured of the performance of services within a specific tolerance limit for


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specific quantities, for example, within a predefined time frame. The assured services are represented

by service products, such as maintenance or hotline services, which are defined in the individual

contract items. The characteristics of service products are defined in service level agreements (SLA),

which in turn are validated by different parameters, such as availability time and response time. The

parameters serve not only to describe the SLAs, but can also be used to control service processing.

Warranties can be flexibly assigned to individual products, installed base components, or individual

objects. When creating service orders, confirmations, repair orders, or complaints, the system

automatically runs a background check to see whether a warranty exists and then assigns this

accordingly. When calculating prices for the services and service parts in billing, warranties can be taken

into account through the use of appropriate discounts.

Software Units

The following software units are required to run the Service Contract Management scenario.

Mandatory:


■ SAP ERP



Optional:




Required for analyses processes

■ BI Content





6.6.7 Service Order Management

Description

You use this business scenario to define the processes that are relevant to the performance of services,

starting with the processing of a service order quotation and the actual service order, right through to

billing and different analyses.

NOTE

With EHP2 for SAP CRM 7.0, you have the option of activating the CRM, Time Recording Using Multiple

CATS Data Entry Profiles HCM_CRM_CATS_PROFILE business function in SAP ERP to make use

of small enhancements added to the existing scenario and processes.


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Software Units

The following software units are required to run the Service Order Management scenario.

Mandatory:


■ SAP ERP



Optional:



■ Workforce Deployment

Required for Service Resource Planning in CRM. For this process you require the following:

● WFMCORE 200 (WFM CORE 200 Add-On) SP13

● LC/LCAPPS 5.0 SP13: Required for using advance scheduling functionality or planning against

capacities

● LCAPPS_2005_700 (LCAPPS_2005_700 ABAP-AddOn) SP05: Required for using advance

scheduling functionality or planning against capacities

NOTE

LC/LCAPPS 6.0 and LC/LCAPPS 7.0 are not supported.




■ BI Content





6.6.8 Service Order Management with ERP Billing

Description



billing and different analyses. With this business scenario, you set up the transfer of service billing data

to SAP ERP accounting, where the data is processed and posted.


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NOTE

With EHP2 for SAP CRM 7.0, you may optionally activate the CRM, Time Recording Using Multiple



Software Units

The following software units are required to run the Service Order Management with ERP Billing scenario.

Mandatory:


■ SAP ERP



Optional:






■ BI Content





6.6.9 Service Order Management with External Resource Procurement

Description



billing and different analyses. It allows you to set up procurement of external services planned for

service orders or in-house repair orders.

NOTE

With EHP2 for SAP CRM 7.0, you may optionally activate the CRM, Time Recording Using Multiple




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Software Units

The following software units are required to run the Service Order Management with External Resource

Procurement scenario.

Mandatory:


■ SAP ERP



Optional:




■ BI Content





6.6.10 Service Planning

Description

You use this business scenario for the advance scheduling and organization of services that recur at

specific intervals, such as maintenance or quotation creation.

Service plans help you to save costs incurred through unforeseen downtimes and to increase efficiency,

for example, through improved and more comprehensible planning and the more efficient scheduling

of resources, such as employees or materials.

In the service plan, the scope of periodic services is described and due dates for the services are calculated

and monitored. The service plan simulation provides you with a list of future service orders and enables

you to determine the resources (service employees, service parts) required for each service order, and

to calculate the workload for a predefined period.

Software Units

The following software units are required to run the Service Planning scenario.

Mandatory:


■ SAP ERP



Optional:


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■ BI Content



■ CRM Workforce Deployment

Required for Service Resource Planning in CRM:

● WFM Core Add-On 200 SP13 (or higher)

● CPRXRPM 400

● LCAPPS_2005_700 Add-On



6.6.11 Usage-Based Service Contract Management

Description

You can use this business scenario to bill your customers for services with a certain usage volume (of

copies, for example) after you have defined a service contract. The available processes let you model

the complete business process, including creating a service quotation and contract, entering and

calculating the usage volume through counters and readings, and billing. SAP CRM is the leading

system for processing quotations and contracts, as well as for entering readings and for managing billing.

Software Units

The following software units are required to run the Usage-Based Service Contract Management scenario.

Mandatory:


■ SAP ERP

Recommended SAP ERP version: EHP6 for SAP ERP 6.0


Optional

■ BI Content






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6.7 Web Channel Enablement

SAP CRM provides a Web channel platform that enables companies to turn the Internet into a profitable

sales and interaction channel both for business customers and consumers.

The key capability Web Channel consists of the following scenarios:

■ Campaign Management in CRM Web Channel [page 138]

■ Catalog Management in CRM [page 139]

■ Complaints and Returns Management in CRM Web Channel [page 139]

■ Contract Management in CRM Web Channel [page 140]

■ Quotation and Order Management in CRM Web Channel [page 141]

■ Service Request Management [page 142]

■ Solution Assistance [page 142]

■ Web Auctions: Auctioning via Web Shop [page 143]

■ Web Auctions: Selling via eBay in CRM [page 143]

NOTE

The CRM Web Channel application has not been integrated into the new WebClient UI. This

application uses its own user interface based on Java. For more information about CRM Web

Channel and accessing this application, see installation guides for SAP CRM 7.0 at http://

service.sap.com/instguides.

6.7.1 Campaign Management in CRM Web Channel

Description

You use this business scenario to sell products to your customers using campaigns in a Web shop. It

covers the complete process for running a campaign starting with market analysis, continuing with

execution of the campaign, and ending with the closure of the campaign and analysis of the results.

After a campaign has been set up, it can be tracked throughout its duration and the results used in

future planning. Criteria such as target groups, products, documents, people responsible, and the

budget are defined in the campaign for these activities.

Software Units

The following software units are required to run the Campaign Management in CRM Web Channel scenario:

Mandatory:



Optional:





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Required for Campaign Analysis

■ BI Content



6.7.2 Catalog Management in CRM

Description

You use this business scenario to create a centralized product catalog that contains product descriptions,

multimedia displays, pricing, and associated literature. The catalog enables quick and easy customer

access to timely and personalized product information. Product catalogs are implemented in sales

processes and are of particular importance in CRM Web Channel for presenting your products in the

Web shop.

Software Units

The following software units are required for the Catalog Management in CRM scenario:.

Mandatory:


■ CRM Application Server Java (required for Product Configuration and Product Catalog)


6.7.3 Complaints and Returns Management in CRM Web Channel

Description

You use this business scenario to enable your customers to create complaints. You can then take action

and meet their expectations. A complaint can be linked to a registered product or an installed base

component. Complaints can also be linked to products from the product catalog. CRM Web Channel

enables customers to manage their complaints and returns using the Web.

Software Units

The following software units are required to run the Complaints and Returns Management in CRM Web

Channel scenario.

Mandatory:




Required for using the product catalog



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Optional:

■ SAP ERP






■ BI Content



■ SAP SCM



Required for Outbound Processing with WM and Inbound Processing and Receipt Confirmation with Warehouse

Management in SCM

6.7.4 Contract Management in CRM Web Channel

Description

You use this business scenario to create long-term agreements that contain information about prices

and products for a particular customer or group of customers using the Internet. Your customers

benefit both from the advantages of Contract Management, such as long-term agreements with

attractive prices and advantageous terms of delivery, as well as those of using the Internet to order

products or services, such as attractive presentation and quick and easy access to your company.

Software Units

The following software units are required to run the Contract Management in CRM Web Channel scenario.

Mandatory:




Optional:

■ SAP ERP








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Required for Contract Analysis

■ BI Content



6.7.5 Quotation and Order Management in CRM Web Channel

Description

You use this business scenario to enable Web shop customers to receive quotations or place orders for

products and services, obtain real-time product availability, and track each order from manufacturing

to distribution through service.

Quotation management allows you to confirm to customers that you will deliver a specific quantity

or products at a specific time, and for a specific price. Within the framework of quotation management

various sales functions are available to the sales employee, as well as special functions for quotations.

Order management allows you to enable customers to create and process an order and trigger

subsequent logistics processing in SAP ERP. An order is a customer’s binding request to your enterprise

to deliver a specific quantity of products, or to provide a service at a specific time. A sales organization

accepts the order and therefore becomes responsible for fulfilling the contract.

Software Units

The following software units are required to run the Quotation and Order Management in CRM Web Channel

scenario.

Mandatory:




Optional:

■ SAP ERP






■ BI Content



■ SAP SRM

Recommended version: SAP SRM 7.0



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Minimum version: SAP SRM 6.0

Required for Sales Order Processing One-Step-Business in CRM Web Channel (has to be installed by the EBP

vendor)

6.7.6 Service Request Management

Description

You use this business scenario to enable your customers to use a Web interface and create a service

request for an installed base component. A service request is a detailed message sent to an agent

concerning a product problem. When your customers create a service request, they can specify which

product, installed base, or registered product the request concerns. Customers can check whether the

service that they are requesting is covered by a warranty or a service contract. They can schedule an

appointment at their convenience for the selected on-site service. This scenario reduces interaction

costs and increases customer satisfaction.

Software Units

The following software units are required to run the Service Request Management scenario.

Mandatory:




Optional:




■ BI Content



■ SAP ERP



6.7.7 Solution Assistance

Description

You use this business scenario to enable your customers to solve their product problems by using a set

of self-help tools.

Customers who encounter a product problem can visit your Internet Customer Self-Service (ICSS)

and search for a solution. They should start with Frequently Asked Questions (FAQ), which are designed



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to address the more common product issues faced by customers. If an FAQ search does not result in a

successful resolution of the problem, customers can use the solution search, a second-line tool that

enables them to enter a problem description and perform a search for relevant solutions.

If a solution still eludes customers after they have used the FAQ and solution search, they can turn to

live Web collaboration to contact an agent directly.

By opening your knowledge bases to your customers, you reduce interaction costs and increase

customer satisfaction.

Software Units

The following software units are required to run the Solution Assistance scenario.

Mandatory:




6.7.8 Web Auctions: Auctioning via Web Shop

Description

You use this business scenario to create and manage auctions in a Web shop of your own. Web auctions

are an increasingly popular way to reach new audiences and to allow market demand to determine

price. They are also a particularly useful way to sell new and excess inventory, used assets, and time-

sensitive products, hence reducing your sales and inventory costs.

Software Units

The following software units are required to run the Web Auctions: Auctioning via Web Shop scenario.

Mandatory:




Optional:

■ SAP ERP



6.7.9 Web Auctions: Selling via eBay in CRM

Description

You use this business scenario to create and manage auctions on eBay®. Web auctions are an

increasingly popular way to reach new audiences and to allow market demand to determine price.



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They are also a particularly useful way to sell new and excess inventory, used assets, and time-sensitive

products, reducing your sales and inventory costs.

Software Units

The following software units are required to run the Web Auctions: Selling via eBay in CRM scenario.

Mandatory:




Optional:

■ SAP ERP





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7 Solution-Wide Topics

7.1 Integration of SAP BusinessObjects

The integration of SAP BusinessObjects Crystal Reports and SAP BusinessObjects Xcelsius in SAP

Business Suite provides you with analysis functions that are integrated in the user interface and

processes: Embedded Analytics.

Predefined reports and dashboards provide a detailed, graphical, or interactive display of (transaction)

data from SAP Business Suite or from SAP NetWeaver BW.

Embedded Analytics contains the following integrations:

■ Crystal Reports as an alternative for displaying simple lists in SAP GUI ALV Grid, Web Dynpro

ABAP ALV, and POWER list (not in SAP CRM)

■ Crystal Reports for the formatted display of data from queries

■ Xcelsius for the graphical or interactive display of data from queries in dashboards

Users can call these functions in SAP NetWeaver Business Client, SAP NetWeaver Portal, or SAP CRM.

Technical Requirements

■ Crystal Reports for Displaying Simple Lists

You require Crystal Reports Viewer for Business Suite Applications 1.0 or higher. Note the

corresponding license terms.

■ Crystal Reports with Queries

To display the Crystal Reports provided, you require SAP BusinessObjects Enterprise XI 3.1 (SP02)

and SAP BusinessObjects Integration for SAP XI 3.1 (SP02). Note the corresponding license terms

for SAP BusinessObjects.

To create your own Crystal Reports, you require Crystal Reports 2008 V1 (SP02). Note the

corresponding license terms.

■ Xcelsius Dashboards with Queries

To display the Xcelsius dashboards provided, you require Adobe Flash Player version 9. You must

also check the license terms for SAP BusinessObjects.

To create your own dashboards, you require SAP BusinessObjects Xcelsius Enterprise 2008 (SP03,

FP1). Note the corresponding license terms for SAP BusinessObjects.

For displaying data from queries via the predefined content, the following system requirements also

apply:

■ SAP NetWeaver 7.0 including enhancement package 2 (SP04) or higher

■ SAP NetWeaver 7.0 BI Content Add-On 5 or higher

■ Extension for SAP NetWeaver 7.02 BI Content Add-On 5 or higher


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More Information

For more information about the different topics, see the information sources in the following table.

Topic Information Source

General Information SAP Library for SAP ERP or SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/erp606 or http://help.sap.com/crm

In SAP Library, choose SAP Business Suite Processes and Tools for Enterprise Applications (CA-EPT) Embedded Analytics .

Installation Information SAP Service Marketplace at http://

service.sap.com/bosap-instguides and SAP Help Portal at http://help.sap.com SAP BusinessObjects

All Products

Configuration Information SAP Solution Manager under Solutions/ApplicationsBasic Configuration Embedded Analytics

Installation Instructions SAP Notes 1353044 (Crystal Reports Viewer for Business Suite Applications 1.0) and 1345320 (Crystal Reports with Queries)

7.2 Service-Oriented Architecture (SOA)

SAP´s delivery on SOA (service-oriented architecture) differs from the pure architectural concept of

SOA in the delivery of ready-to use enterprise services. Enterprise services are SAP-defined Web services

which provide end-to-end business processes or individual business process steps that can be used to

compose business scenarios while ensuring business integrity and ease of reuse. SAP designs and

implements enterprise service interfaces to ensure semantic harmonization and business relevance.

This section deals with the service-enablement of SAP Business Suite 7.

7.2.1 Service Enablement

The service enablement of SAP Business Suite consists of one or more of the following SAP components:

■ SAP Business Suite 7

Enterprise services are an integral part of the software components of the SAP Business Suite

applications. Enterprise services are the technical interfaces to the functionality available in the

business application.

■ SAP NetWeaver PI 7.0 or higher

SAP NetWeaver Process Integration (SAP NetWeaver PI) is an open integration and application

platform that provides tools enabling you to set up a service-oriented architecture for business

applications. You can use the platform for providing, discovering, and consuming services,

integrating applications using the integration server, and managing business processes. Process



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http://help.sap.com/erp606

http://help.sap.com/crm

http://service.sap.com/bosap-instguides

http://service.sap.com/bosap-instguides

http://help.sap.com



integration is required in a runtime environment to consume enterprise services in a mediated

scenario.

We recommend that you use the highest version of SAP NetWeaver Process Integration (PI),

currently this is SAP NetWeaver PI 7.3. For more information, see SAP Note 1515223 and SAP Note

1388258.

NOTE

Starting with SAP NetWeaver Process Integration (PI) 7.3, SAP provides a new installation

option Advanced Adapter Engine Extended (AEX). Since AEX is based on AS Java alone, it is

easier to install and maintain as well as it needs less memory and data storage. Therefore, AEX

is a cost-saving option compared to a full installation of SAP NetWeaver PI. For more

information about the AEX, see the SAP Library at: http://help.sap.com/nw73 SAP

NetWeaver 7.3 Library English SAP NetWeaver Process Integration Concepts Installation and Connectivity

Options Advanced Adapter Engine Extended and SAP Note 1573180.

NOTE

Asynchronous services that are enabled for Web Services Reliable Messaging (WS-RM) can be

called in a point-to-point communication scenario. Otherwise asynchronous services can

only be consumed in a mediated scenario.

■ Enterprise Services Repository

The Enterprise Services Repository (ES Repository) is the central repository that contains the

definition of all enterprise services and models. The ES Repository is shipped with SAP NetWeaver

PI and with SAP NetWeaver Composition Environment (CE) starting with SAP NetWeaver PI 7.1

and with SAP NetWeaver CE 7.1. The Enterprise Services Repository is a design time environment

that enables you to create and enhance enterprise service definitions and to view enterprise service

models.

NOTE

In a SAP NetWeaver 7.0x landscape you will require the Integration Repository to create and

enhance enterprise service definitions in a design time environment.

■ Services Registry

The Services Registry is shipped with SAP NetWeaver PI and SAP NetWeaver CE starting with SAP

NetWeaver PI 7.1 and SAP NetWeaver CE 7.1. The Service Registry is required for the publication

of enterprise service end-points (Web services) that have been configured and activated in the SAP

Business Suite.

■ SAP NetWeaver CE 7.1 or higher

The SAP NetWeaver Composition Environment (SAP NetWeaver CE) provides a robust

environment for the design and implementation of composite applications.

The design time environment of SAP NetWeaver CE can be used for the model-driven design and

development of composite applications based on enterprise services. SAP NetWeaver CE offers the



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tools and the environment necessary for running composite applications fast and efficiently in a

runtime environment.

■ SAP Solution Manager 7.0 EHP 1

The Solution Composer, shipped with SAP Solution Manager 7.0 EHP 1 SP 23, is required to host

the enterprise service online documentation.

Figure 10: Overview: SAP's Applications for SOA Enablement

The following table describes the SAP applications required or recommended for different runtime and

design time use cases:

SAP Applications

SAP Business Suite

SAP NetWeaver PI 7.0x (Integration Repository)

SAP NetWeaver PI 7.1 or higher (ES Repository)

SAP NetWeaver CE 7.1 or higher (ES Repository)

SAP Solution Manager 7.0 EHP1 or higher (Solution Composer)

SAP NetWeaver 7.1 or higher Services Registry

Runtime Usage:

Enterprise Service Provisioning

Required Optional

Process integration and mediated communication

One option required

Design Time Usage:

Create and enhance

Required One option required Recommended



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enterprise service definitions

View enterprise service models

One Option Required Recommended

Design and develop composite applications

Required Recommended Recommended

Enterprise service online documentation

Required

Publications of enterprise service end-points

Optional Required

7.2.2 Installation of the Service-Oriented Architecture (SOA)

The installation of service interfaces, and therefore the service enablement of SAP Business Suite,

consists of one or more of the following phases:

■ Identification of software components and required business functions

You use the technical data section of the enterprise service documentation to identify the following

data for each enterprise service:

● the software component version with which the service was shipped

● the business function(s) required to be activated

■ Identification of technical usages (relevant for SAP ERP only)

SAP Note 1566412 provides a mapping of business functions and software component versions to

technical usages. You use this documentation to identify the required technical usages for your

list of software component versions and business functions.

■ Installation of the software component ECC-SE (relevant for SAP ERP only)

The software component ECC-SE contains service implementations for ECC (the ERP Central

Component). This component must be explicitly installed if you intend to use enterprise services

for ECC functionality. In this case you must also select the technical usage “ESA ECC-SE” during

the enhancement package installation.

■ Selection and installation together with the other parts of the enhancement package

In the enhancement package installation process you must select all the technical usages you have

identified for service enablement together with the technical usages you identified for enhanced

features in SAP Business Suite. The selected technical usages will install the corresponding software

components that contain the enterprise services interfaces and implementations.

■ Enterprise service definitions for SAP NetWeaver PI 7.0x or ES Repository (SAP NetWeaver

7.1 or higher) (optional)



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To install the content required for the enterprise service definitions you must select the technical

usage “XI Content” in the enhancement package installation process. This usage type downloads

the content files for SAP NetWeaver 7.0 or higher. Unpack the ZIP file and copy the tpz files

corresponding to your SAP NetWeaver version into the import directory of your Integration

Repository (for SAP NetWeaver PI 7.0x) or Enterprise Services Repository (for SAP NetWeaver ES

Repository 7.1 or higher). Use the import function to import the content files into the

corresponding repository (Integration Repository or Enterprise Services Repository). (Choose

Tools Import Design Objects )

■ Enterprise service models for ES Repository (SAP NetWeaver 7.1 or higher) (optional)

To install the content required for the enterprise service models you must select the technical

usage “ESR Content” in the enhancement package installation process. This usage type downloads

the content files for SAP NetWeaver ES Repository 7.1 or higher. Unpack the ZIP file and copy the

tpz files into the import directory of your Enterprise Services Repository. Use the import function

to import the content files into the Enterprise Services Repository. (Choose Tools Import design

objects )

NOTE

The enterprise service models are not available for the Integration Repository (SAP NetWeaver

PI 7.0x)

■ Enterprise service online documentation for Solution Composer (optional)

To install the content required for the enterprise service online documentation you must

download the content file for the corresponding Business Suite application product version from

the Service Marketplace. Then you must import the content file into your Solution Composer.

Refer to SAP Note 1224284 for further information.

■ Services Registry (optional)

The services registry is shipped starting with SAP NetWeaver PI 7.1 and CE 7.1. You must install

the services registry and then publish the enterprise services from the Business Suite application

to the registry using the transaction SOAMANAGER in the backend.

For further information regarding the installation of SAP NetWeaver PI, CE and ES Repository,

refer to the corresponding SAP NetWeaver Installation and Master Guides.

7.2.3 Related Documentation

For more information about the service-oriented architecture (SOA), see the following information

sources:

■ SDN Community in the SAP Network at https://www.sdn.sap.com/irj/sdn/soa (registration

required)

■ The SAP Enterprise Service Workplace at http://ESWorkplace.sap.com



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https://www.sdn.sap.com/irj/sdn/soa

http://ESWorkplace.sap.com

■ The Enterprise Services Wiki in the SAP Network at https://wiki.sdn.sap.com/wiki/x/LQ0

(registration required)

■ SAP Note 1224284: Enterprise Services, Installing and Accessing the SOA Documentation

■ SAP Note 1359215: Technical prerequisites for using enterprise services (relevant for ERP only)

■ SAP note 838402: Problems with non-Unicode system landscapes

7.3 Developing and Modifying Applications: SAP NetWeaver Development Infrastructure

To modify or extend CRM Java Web applications, you use the SAP NetWeaver Development

Infrastructure (NWDI). The NWDI supports integration of patches, support packages, and upgrades to

new releases without losing modifications or enhancements and also supports team development.

NWDI requires a local installation on developers' PCs and the installation of a central infrastructure

for version management, application building, and administration of the Java development landscape.

The following figure shows a typical development landscape:

Figure 11:

Local Installation

■ SAP NetWeaver Developer Studio: The SAP NetWeaver Developer Studio tool provides access to

the NWDI (also named Development Infrastructure). It enhances the concept of an integrated

development environment with server-side services, which centrally provides the development

teams with a consistent development environment and supports the software development during

the entire life cycle of a product.

■ Local J2EE Engine (SAP NetWeaver Application Server Java)

Central Infrastructure


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■ Design Time Repository (DTR): versioning source code management, distributed development of

software in teams, transport and replication of sources

■ Component Build Service (CBS): central build based on the component model

■ Change Management Service (CMS): central administration of the Java development landscape

and transports covering the entire software life cycle

■ Software Deployment Manager (SDM): manual and automatic deployment of archives in central

runtime systems

■ System Landscape Directory (SLD): information about the system landscape

■ Name Service: central check instance for the uniqueness of names

■ Java Dictionary: supports the global definition of tables and data types

■ SAP Java Test Tools: predefined static tests and runtime tests for the Java development

For more information about implementing SAP NetWeaver and required SAP components, see SAP

NetWeaver Master Guide available on SAP Service Marketplace at http://service.sap.com/

instguides SAP NetWeaver SAP NetWeaver 7.0 Installation .

For more information, see the documentation in SAP Library for SAP NetWeaver at SAP NetWeaver

Developer's Guide Fundamentals Using Java Working with the Development Infrastructure .

For more information about setting up your NWDI landscape, see the documentation in SAP Library

for SAP NetWeaver at SAP NetWeaver Developer's Guide Fundamentals Using Java Working with the

Development Infrastucture Administration of the Development Infrastructure Organizing the Landscape Setting Up the

Development Landscape: Landscape Configurator .

For more information about modifying and extending SAP CRM 7.0 Java components, see the SAP E-

Commerce 7.0 Development and Extension Guide and the corresponding tutorial available on SAP Service

Marketplace at http://service.sap.com/crm-inst SAP CRM 7.0 Operate .

7.4 Customizing Scout

Customizing Scout is part of SAP Solution Manager, meaning that no additional installation is required.

Customizing Scout compares and updates Customizing settings.

Customizing Scout is relevant for all key capabilities and supports the following process:

■ Customizing data is loaded initially from SAP ERP to SAP CRM by using the CRM Middleware

download.

■ The Customizing entries can be compared between SAP ERP and SAP CRM and any differences

visualized.

■ Deltas are kept synchronized. This means that when Customizing settings are maintained in SAP

ERP, they are also updated in SAP CRM.

■ Customizing settings are transported through the test and production system landscape.

More InformationFor more information, see http://service.sap.com/solutionmanager.


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7.5 Application Enhancement Tool

The Application Enhancement Tool (AET) allows you to create new fields and tables, and as such is

the successor to the Easy Enhancement Workbench (EEW).

It is integrated into the UI Configuration Tool and can be started from there. The fields that you have

added to an application are available in the UI configuration of the corresponding UI component and

view. You can make these new fields available on the user interface by adding them to the view.

NOTE

The EEW is still supported. With already existing CRM enhancements, you must use the EEW for

regeneration since they cannot be migrated to the AET. With new CRM enhancements, we

recommend using the AET, but you may also continue using the EEW.

Features

The AET offers the following main functions:

■ Creating custom fields

■ Defining dropdown list boxes for custom fields

■ Translating field labels and entries in dropdown list boxes

■ Assigning search helps and check tables to custom fields

■ Making new custom fields available in search criteria and/or result lists, Business Warehouse (BW)

reporting, R/3 Adapter, CRM Mobile, and CRM interactive reporting, which depends on the

enhanced business object

■ Using different data types, such as characters, dates, times, and numbers

■ Reusing fields in other business objects, if these business objects are based on the same enhancement

place

More Information

For more information, see SAP Library for Customer Relationship Management at SAP Customer

Relationship Management WebClient UI Framework Application Enhancement Tool .

7.6 Easy Enhancement Workbench

Easy Enhancement Workbench is a tool that supports the enhancement of CRM objects without

programming knowledge. It simplifies the customer’s development process and reduces errors by

providing automatic generation techniques as well as a guided concept.

Easy Enhancement Workbench provides a number of predefined business objects and enhancement

scenarios.

Features

Easy Enhancement Workbench includes the following features:


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■ Project workbench enabling customers to manage CRM enhancements easily

■ Predefined business objects and enhancement scenarios

■ Wizards that allow you to define extensions intuitively without detailed knowledge of the CRM

data model

■ Automatic generation of internal objects without modification and that are ready for transport

The following extensions are possible for the Business Partner object:

■ Support of new tables with 1:1 and 1:n relation to Business Partner main table

■ Enhanced user interface definitions by optional use of Visual Configuration Tool

Easy Enhancement Workbench offers the following benefits:

■ Ease of use and multiple wizards

■ No modifications

■ No in-depth knowledge of the CRM internal data model required

More Information

For more information, see SAP Library on SAP Help Portal at http://help.sap.com/crm-core

<Choose a release> Application Help SAP Library SAP Customer Relationship Management Basic Functions

Enhancements with the Easy Enhancement Workbench in SAP CRM .

7.7 Monitoring the System Landscape

To monitor your system landscape, use the SAP NetWeaver monitoring infrastructure. After you have

installed all required components, use the Monitoring Setup Guide for SAP NetWeaver 7.0 to configure the

monitoring. This guide is available on SAP Service Marketplace at http://service.sap.com/

instguidesNW70. The setup of the monitoring features is a prerequisite for performing the monitoring

activities for your SAP CRM landscape as described in the Solution Operation Guide – SAP CRM 7.0 (available

on SAP Service Marketplace at http://service.sap.com/instguides). This guide provides

information about analysis tools for different systems, components, and scenarios.

7.8 RosettaNet

RosettaNet is a standard for high-tech industries. RosettaNet, a self-funded, nonprofit organization, is

a consortium of major information technology, electronic components, and semiconductor

manufacturing companies working to create and implement industry-wide, open e-business process

standards. These standards form a common e-business language, aligning processes between supply

chain partners on a global basis.

RosettaNet standards offer a robust nonproprietary solution, encompassing data dictionaries,

implementation framework, and XML-based business message schemas and process specifications for

e-business standardization.


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RosettaNet Partner Interface Processes® (PIPs®) define business processes between trading partners.

PIPs are specialized system-to-system XML-based dialogs. Each PIP specification includes a business

document with the vocabulary, and a business process with the choreography of the message dialog.

For integration with external systems, SAP Customer Relationship Management (CRM) provides open

XML messaging interfaces and IDoc interfaces. When a buyer system sends a message in a RosettaNet

message format to the CRM system, the RosettaNet mappings map the inbound message to a CRM

IDoc message format. After processing an inbound message, the CRM system sends an outbound

message, in a CRM IDoc format, to the buyer system. RosettaNet mappings map this outbound message

to a RosettaNet message format, understood by the buyer system. This mapping has been implemented

as platform-independent XSL templates.

For more information, see the documentation at service.sap.com/instguides Industry Solutions

Industry Solution Master Guides SAP for High Tech.


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A Appendix

A.1 List of SAP Notes

The following table lists all SAP Notes mentioned in this Master Guide.

Area SAP Note Number Title

Cross-component 1497032 Release and Information Note for EHP2 for SAP CRM 7.0, SP-Stack 01

Cross-component 543841 CRM: Support Packages Release and Information NotesThis SAP Note contains a list of all CRM Release and Information Notes (former collective notes) that have been issued for support packages for all former CRM releases.

Cross-component 1371027 Delivery of TERM and GLOSSARY Texts in SAP_BASIS 7x Products

Client 1118231 Supported user interfaces for SAP CRM

Client 1600364 EHP2 for SAP CRM 7.0 Internet Browser Releases

OLTP Integration 704564 R/3 Plug-In: PI 2004.1 installation/delta upgrade

CRM Mobile 879643 CRM Mobile Client Component .NET installation prerequisites

CRM Mobile 593417 BackWeb ProactivePortal server, Standard Edition for SAP

CRM Mobile 1080862 Upgrade information about CRM Mobile Client Solution — CMW_LOB_MIGRATION and CRM new installation

CRM Mobile 882945 Mobile Sales Online - Supported Mobile Devices

Mobile Client Companion 989495 Prefill Entries for SAP Mobile Client CompanionMobile Client Companion related Customizing metadata is part of this note.

Mobile Client Companion 1093662 Environment Checker for Mobile Client CompanionEnvironment Checker is a tool that helps analyze the environment on the laptop necessary for the Mobile Client Companion scenario.

A Appendix


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Mobile Client Companion 1075813 Consulting Note for Mobile Client Companion Cab Files Installation

Interaction Center (IC) WebClient

894493 Frequently Asked Questions about Fax and Letter

Partner Channel Management 1138855 Partner Channel Management Authorization Roles

Partner Channel Management 1111654 Partner Channel Management Upgrade from CRM 5.0

Partner Channel Management 1119251 Partner Channel Management Upgrade: New BP role PRCONT

Partner Channel Management 1119661 Partner Channel Management Upgrade: Regenerate PDF

CRM UI Framework (SAP CRM UIF) and TPM

1072595 Flex table integration with key figure planningThis relates to flex tables and the version of Adobe Flash Player.

SAP NetWeaver Business Warehouse

153967 BI Content Release Strategy

SLD 669669 Updating the SAP Component Repository in the SLD

Process Integration 1515223 SAP NetWeaver Process Integration: Release RecommendationThis SAP note sets out our recommendation on which release of SAP NetWeaver PI you should use.

Process Integration 836200 SAP NetWeaver 7.0: Importing process integration content.

Internet Pricing and Configurator

854170 Switching on component VM Container

SAP NetWeaver 1080594 Installing CPRXRPM 400 SR1 on Basis Release 700

SAP NetWeaver 1040325 HTTP load balancing: Message Server or Web Dispatcher?

Workforce Deployment 1246105 CRM 7.0 Resource Planning and LiveCache component

Workforce Deployment 830595 Installing WFMCORE 200

Workforce Deployment 836414 Installing LCAPPS 2005_700

CRM Interactive Reporting 1110780 FAQ for CRM Interactive Reporting

CRM Interactive Reporting 1401472 Setting up BI reporting along with Interactive reporting

SAP GUI 147519 Maintenance strategy / deadlines 'SAP GUI'

General 337623 Customizing after installation or upgrade

General 1142832 Installation Enhancement Package 1 for NetWeaver 700

A Appendix


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General 1361211 Release upgrade from NetWeaver 7.0 or 7.0 EHP1 to 7.0 EHP2

General 1613657 Release information for NetWeaver 7.0, 7.0 EHP2 and 7.0 EHP3

General 837413 Support Package levels for CRM installations/upgrades

Migration 1037748 Enhancing the CRM WebClient UI for business transactions

Migration 1026956 Products / objects: search extension

Migration 1088910 CRM WebClient UI: Additional fields in product header view

Migration 1026475 Products / Objects: assignments not visible on overview page

Migration 1022554 Deactivating PC UI generation for systems higher than CRM 5

Migration 1072595 Flex table integration with Key Figure Planning service

Migration 976438 Migration of existing mapping formats

Migration 1025569 Copying new mapping formats

Migration 817119 Naming SAP E-Commerce / SAP CRM Web Channel

Migration 980915 XML export only possible to application server file system

Migration 988965 Proxy error message

Migration 1457223 Collaborative Contract Negotiation not available CRM 7.0 EhP1

Segmentation 1565886 Missing Number Ranges in Segmentation After Upgrade

A.2 Related Information

The following links provide you with important information for your SAP CRM implementation

project:

Content Location on SAP Service Marketplace

The latest versions of installation guides for SAP CRM http://service.sap.com/crm-inst

Sizing of SAP CRM http://service.sap.com/quicksizer

Information about released platforms and technology-related topics (for example, maintenance strategies, language support)

http://service.sap.com/platforms

To access the Product Availability Matrix directly, enter http://service.sap.com/pam

Information about network security http://service.sap.com/securityguide

Information about installing enhancement packages http://service.sap.com/crm-inst at SAP enhancement package 2 for SAP CRM 7.0 Install

A Appendix

A.2 Related Information

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http://service.sap.com/quicksizer

http://service.sap.com/platforms


http://service.sap.com/securityguide


Content Location on SAP Service MarketplaceEnhancement Package Installation on Existing SAP Systems

and How to Install Enhancement Package 2 on SAP CRM 7.0

A.3 List of Industry Solution Master Guides

In the following list, you can find the industry solutions that use SAP CRM. You can find all industry

solution master guides on SAP Service Marketplace at http://service.sap.com/instguides

Installation & Upgrade Guides Industry Solutions Industry Solution Guides .

■ SAP for Automotive

■ SAP for Banking

For both Leasing and Account Origination, you can use the SAP for Banking Master Guide.

■ SAP for Chemicals

■ SAP for Consumer Products

■ SAP for High Tech

■ SAP for Industrial Machinery and Components

■ SAP for Insurance

■ SAP for Life Sciences

■ SAP for Media

■ SAP for Professional Services

■ SAP for Public Sector

The scenarios of SAP for Public Sector are part of the Master Guide for Public Services.

■ SAP for Retail

■ SAP for Service and Asset Management

■ SAP for Telecommunications

■ SAP for Utilities

A.4 Accessing SAP Library

For more information about SAP CRM, access SAP Library from any of the following:

■ SAP Help Portal at http://help.sap.com/crm-core <Choose a release> Application Help

NOTE

SAP Help Portal contains the latest version of SAP Library. Therefore, we recommend that

you use this channel to access SAP Library.

■ An SAP system if you have installed the online documentation:

Choose Help SAP Library .

■ The help files on the online documentation CDs or DVDs.

A Appendix

A.3 List of Industry Solution Master Guides

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If you want to view the help files in HTMLHelp format from the online documentation CDs or

DVDs, you need a PC running Microsoft Windows to install the HTMLHelp Viewer.

A.5 Tools and Resources for Planning Your System Landscape

To plan your system landscape, you can use a few tools and resources that are available to you as SAP

customer.

Tools

On SAP Service Marketplace, we provide some tools that allow you to look up more detailed

information about business scenarios, business processes and implementable steps. These tools include

the following:

Tools for Looking Up Information about Business Processes, Scenarios, and Implementable Steps

Tool Purpose

Business process repository (BPR) viewer To look up descriptions of business scenarios, business processes, and implementable steps

Scenario and process component list To look up the required components and releases for a business scenario, business process, or implementable steps

In addition, there are tools in SAP Solution Manager that support you before, during, or after the

installation of your SAP product or SAP enhancement package.

These tools include:

Tools for Supporting Installations and Upgrades

Tool Purpose

Solution Manager System Landscape (transaction SMSY) To model and set up your system landscape

SAP Solution Manager Maintenance Optimizer (transaction DSWP To install support packages and SAP enhancement packages

Business process repository To access configuration documentation, links to Customizing activities and master data transactions, specifically tailored for individual business processes, business scenarios, or implementable steps

Business process change analyzer (available with SAP enhancement package 1 for SAP Solution Manager 7.0)

To analyze the effects of transports and support packages as well as activation logs for business functions

NOTE

You require at least one of the following versions of SAP Solution Manager.

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■ SAP Solution Manager 7.0 EHP1, SPS23 or higher

■ SAP Solution Manager 7.1, SPS01 or higher

SAP Solution Manager 7.0 EHP1, SPS23 supports all update and maintenance processes (for

example, transaction SMSY or Maintenance Optimizer) There is no need to upgrade to SAP

Solution Manager 7.1.

For more information, see SAP Service Marketplace at http://service.sap.com/

solutionmanager .

SAP Solution Manager: Implementation Content

To get implementation content that supports you during the configuration of your business processes

and business scenarios, you need the SAP Solution Manager add-on Implementation Content ST-ICO 150_700

(SP31).

Landscape Verification for SAP Solutions Manager

To verify and correct your system landscape SAP highly recommends that you use Landscape

Verification 1.0 for SAP Solution Manager 7.0, which is an add-on to your SAP Solution Manager 7.0

system. This add-on allows you to identify and correct issues in your SAP Solution Manager landscape

(transaction SMSY) before they cause problems, for example during a system update. Examples for errors

are a missing connection to the System Landscape Directory or the wrong assignment of products to

technical systems. For each type of error, a generic description for the solution is provided.

For more information about the landscape verification add-on, see SDN at http://www.sdn.sap.com/

irj/sdn Application Lifecycle Management Technical Enablement Update and Upgrade Related Areas on

Upgrade and Update Management Landscape Verification (http://www.sdn.sap.com/irj/sdn/alm?rid=/

webcontent/uuid/70fc3790-7ec9-2d10-57ad-95b2d0d1185d).

SAP Business Suite: Landscape Implementation — Technical Planning Guide

To get an overview of the necessary steps for planning a system landscape, use the Landscape Implementation

— Technical Planning Guide on SAP Service Marketplace at http://service.sap.com/instguides under

SAP Business Suite Applications . The guide also provides you with more information about the

following:

■ Examples of reference system landscapes

■ Planning tools such as the business process repository

■ Deployment options

■ Typical implementation process

A.5.1 Business Process Repository (BPR) Viewer

The business process repository viewer (BPR viewer) is a tool on SAP Service Marketplace that allows

you to preview the existing business scenarios, business processes that are shipped as part of SAP Solution

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Manager content. You can make use of the information in SAP Solution Manager during your

implementation project by taking the pre-delivered implementation content as the starting point for

your project scope. The implementation content is delivered with the following assigned information:

■ Description of the business scenario, process, or implementable step

■ Configuration content (Customizing activities or configuration documentation)

A.5.2 Using the BPR Viewer

Procedure

Calling Up the BPR Viewer

You can call up the BPR viewer directly using the Internet address https://

implementationcontent.sap.com/bpr. Alternatively, you can also call up the Internet address http://

service.sap.com/bpr first, to see more background information about the BPR viewer and additional

material on SAP Service Marketplace.

Working with the BPR Viewer

To call up information about business scenarios, business processes, or implementable steps, navigate

the following paths in the BPR viewer:

BPR Object Location

Business scenario Under Solutions/Applications

Business process Under Organizational Areas

Implementable step Under Solutions/Applications

For each business scenario, business process, or implementable step, you can select between different

versions that depend on varying components and releases. To display the descriptions of a business

scenario, business process, or implementable step, choose the Documentation tab page. To display

configuration documentation, choose the Configuration tab page.

NOTE

The BPR Viewer displays all descriptions, but only a selection of the configuration documentation.

To view all configuration documentation, install and use SAP Solution Manager at your customer

site.

A.5.3 Scenario and Process Component List (SCL & PCL)

The scenario and process component list (SCL/PCL) is a tool on the SAP Service Marketplace that allows

you to find realization alternatives for SAP solutions, business scenarios, and processes for your SAP

enhancement package installation. You find the tool at http://service.sap.com/scl.

A Appendix


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https://implementationcontent.sap.com/bpr

https://implementationcontent.sap.com/bpr

http://service.sap.com/bpr

http://service.sap.com/bpr

http://service.sap.com/scl

The SCL/PCL helps you to bridge the gap between the business view and the technical view in SAP's

products. It shows you which application components are needed to realize a business scenario or a

process and which business scenarios are possible with a given set of application components.

A.5.4 Using the SCL/PCL

Procedure

1. Go to SAP Service Marketplace at http://service.sap.com/scl.

2. To start the SCL/PCL, choose Start Application.

The following selection options are provided:

■ SAP Scenarios and Realization Alternatives

With this option you can browse SAP's solutions, business scenarios, and processes. You can

find out which components are needed and the available alternatives.

■ SAP Components and Possible Scenarios

This option allows you to browse SAP's products and components and to find out, which

business scenarios and processes you can realize using the components.

For more information on how to use the tool, refer to the Help section.

3. Select SAP Scenarios and Realization Alternatives.

Select one or several scenarios, processes, and variants you want to realize. You can make your

selection by using an alphabetical index or a full-text search. It is also possible to see all scenarios

for a certain solution. You will then get a list of the alternative ways to realize these scenarios. You

can also search for the identified business functions of a SAP enhancement package.

In the following steps we chose the scenario Billing Analysis in ERP as an example.

4. Add the scenario Billing Analysis in ERP to the Selected Scenarios/Processes/Variants list and choose Show

Realization Alternatives. The SCL/PCL then lists the different possibilities. With options like Validity

you can switch between possible and impossible realization alternatives. The Optional Comp.

dropdown list helps you to find the minimum required SAP product versions.

A Appendix


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http://service.sap.com/scl

Typographic Conventions

Example Description

<Example> Angle brackets indicate that you replace these words or characters with appropriate entries to make entries in the system, for example, “Enter your <User Name>”.

ExampleExample

Arrows separating the parts of a navigation path, for example, menu options

Example Emphasized words or expressions

Example Words or characters that you enter in the system exactly as they appear in the documentation

http://www.sap.com Textual cross-references to an internet address

/example Quicklinks added to the internet address of a homepage to enable quick access to specific content on the Web

123456 Hyperlink to an SAP Note, for example, SAP Note 123456

Example ■ Words or characters quoted from the screen. These include field labels, screen titles, pushbutton labels, menu names, and menu options.

■ Cross-references to other documentation or published works

Example ■ Output on the screen following a user action, for example, messages ■ Source code or syntax quoted directly from a program ■ File and directory names and their paths, names of variables and parameters, and

names of installation, upgrade, and database tools

EXAMPLE Technical names of system objects. These include report names, program names, transaction codes, database table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE

EXAMPLE Keys on the keyboard

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No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

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DisclaimerSome components of this product are based on Java™. Any code change in these components may cause unpredictable and severe malfunctions and is therefore expressly prohibited, as is any decompilation of these components.Any Java™ Source Code delivered with this product is only to be used by SAP’s Support Services and may not be modified or altered in any way.

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