SAP Infrastructure Requirements to Enable SAP CRM Scenarios

Information for the following list was retrieved from the CRM Master Guides - CRM 7.0 Master Guide and CRM Web Channel Experience Management Master Guide

ScenarioInteraction Center Management

IC Service

Shared Services Center

Partner Channel Management - Account and Contact Management

PCM - Lead and Opportunity Management with Channel Partners

PCM - Partner Management

PCM - Quotation and Order Management

PCM - Service Order Management with Channel Partners

Case Management

Complaints and Returns Management

In-House Repair

IT Service Management

Service Contract Management

Service Order Management

Service Order Management with ERP Billing

Service Order Management with External Resource Procurement

Service Planning

Usage-Based Service Contract Management

Web Channel Enablement

Service Request Management

Solution Assistance

SOA - Service Enablement

Application Enhancement Tool

SAP WebChannel Experience Management

Web Channel Server

Web Channel NWDS Plug-InWeb Channel MDM RepositoryWeb Channel XI Content

SAP Infrastructure Requirements to Enable SAP CRM Scenarios

Information for the following list was retrieved from the CRM Master Guides - CRM 7.0 Master Guide and CRM Web Channel Experience Management Master Guide

Mandatory ComponentCRM Application Server ABAPSAP NetWeaver Search and Classification (TREX) 7.1CRM Application Server ABAP

CRM Application Server ABAP

CRM Application Server ABAPSAP NetWeaver Application Server Java

CRM Application Server ABAPSAP NetWeaver Application Server Java

CRM Application Server ABAP

CRM Application Server ABAPCRM Application Server Java

CRM Application Server ABAPSAP NetWeaver Application Server Java

CRM Application Server ABAP

CRM Application Server ABAP

SAP ERP 6.0

CRM Application Server ABAPSAP ERP 6.0

CRM Application Server ABAPEHP6 for SAP ERP 6.0

CRM Application Server ABAPSAP ERP 6.0

CRM Application Server ABAPEHP6 for SAP ERP 6.0

CRM Application Server ABAPEHP6 for SAP ERP 6.0

CRM Application Server ABAPEHP6 for SAP ERP 6.0

CRM Application Server ABAPEHP6 for SAP ERP 6.0

CRM Application Server ABAPEHP6 for SAP ERP 6.0CRM Application Server ABAPCRM Application Server JavaSAP NetWeaver Search and Classification (TREX) 7.1

CRM Application Server ABAPCRM Application Server JavaSAP NetWeaver Search and Classification (TREX) 7.1CRM Application Server ABAPCRM Application Server JavaSAP NetWeaver Search and Classification (TREX) 7.1SAP NetWeaver PI 7.3

Application Enhancement Tool

Activate CRM_WEB_CHANNEL_3 (SAP Web Channel Experience Management 3.0 for SAP CRM)Activate ERP_WEB_CHANNEL_3 (SAP Web Channel Experience Management 3.0 for SAP ERP)MDM Connector 7.1, 7.11(MDM_CONNECTOR)MDM JAVA API 7.1 (MDM_JAVA_API)WEB CHANNEL 3.0 (SAP-WEC)WEB CHANNEL FRAMEWORK 3.0 (SAP-WEC-FRW)WEB CHANNEL ZERO ADMIN 3.0 (SAP-WEC-ZA)WEB CHANNEL PLUGINS 3.0 (SAP-WEC-PI)WEC MDM REPOSITORY 3.0 (WEC-MDM-REPOSITORY)XI CONT WEC MDM REPOSITORY 3.0 (XI_CNT_WEC-MDM-REPOSITORY)

SAP NetWeaver MDM 7.1 SP09SAP CRM 7.0 EHP2 SP05 or higherSAP ERP EHP5 SP09 of EHP6 SP05 or higherSAP NetWeaver PI 7.3SAP NetWeaver Search and Classification (TREX) 7.1

SAP NetWeaver Development StudioSAP NetWeaver Development InfrastructureWebChannel Development Workbench Plug-In

Information for the following list was retrieved from the CRM Master Guides - CRM 7.0 Master Guide and CRM Web Channel Experience Management Master Guide

Optional ComponentSAP BW 7.02BI CONT 7.06SAP Content Server 6.40SAP NetWeaver Search and Classification (TREX) 7.1SAP ERP 6.0EHP5 for SAP ERP 6.0SAP BW 7.02BI CONT 7.06SAP NetWeaver Search and Classification (TREX) 7.1Groupware Connector 5.0SAP Content Server 6.40EHP5 for SAP ERP 6.0SAP BW 7.02BI CONT 7.06CRM Application Server JavaSAP ERP 6.0SAP SCM 7.0SAP BW 7.02BI CONT 7.06SAP NetWeaver Application Server JavaCRM Application Server JavaGroupware Connector 5.0SAP Content Server 6.40EHP2 for SAP ERP 6.0SAP SCM 7.0SAP SEM 3.5SAP BW 7.02BI CONT 7.06SAP NetWeaver Search and Classification (TREX) 7.1Groupware Connector 5.0SAP Content Server 6.40EHP5 for SAP ERP 6.0SAP SCM 7.0SAP BW 7.02BI CONT 7.06EHP5 for SAP ERP 6.0WFMCORE 200 SP13CPRXRPM 400_700 (CPRXRPM 400 Add-On) SP11LC/LCAPPS 5.0 SP13LCAPPS_2005_700 (LCAPPS_2005_700 ABAP-AddOn) SP05EHP2 for SAP ERP 6.0SAP BW 7.02BI CONT 7.06SAP NetWeaver Search and Classification (TREX) 7.1WFMCORE 200 SP 13

LCAPPS_2005_700 Add-On (see also SAP Note 1246105)SAP BW 7.02BI CONT 7.06SAP SCM 7.0SAP NetWeaver Search and Classification (TREX) 7.1CRM Mobile Client Component including AMTSAP BW 7.02SAP NetWeaver Search and Classification (TREX) 7.1SAP SCM 7.0SAP BW 7.02BI CONT 7.06SAP NetWeaver Search and Classification (TREX) 7.1SAP BW 7.02BI CONT 7.06SAP NetWeaver Search and Classification (TREX) 7.1CRM Application Server JavaWFMCORE 200 SP 13LC/LCAPPS 5.0 SP13LCAPPS_2005_700 SP05SAP BW 7.02BI CONT 7.06SAP NetWeaver Search and Classification (TREX) 7.1CRM Application Server JavaSAP BW 7.02BI CONT 7.06SAP NetWeaver Search and Classification (TREX) 7.1SAP BW 7.02BI CONT 7.06SAP NetWeaver Search and Classification (TREX) 7.1SAP BW 7.02BI CONT 7.06WFMCORE 200 SP 13CPXRPM 400LCAPPS_2005_700SAP NetWeaver Search and Classification (TREX) 7.1BI CONT 7.06SAP NetWeaver Search and Classification (TREX) 7.1SAP BW 7.02BI CONT 7.06SAP ERP 6.0SAP SCM 7.0EHP6 for SAP ERP 6.0SAP BW 7.02BI CONT 7.06SAP ERP 6.0

Activate CRM_WEB_CHANNEL_3 (SAP Web Channel Experience Management 3.0 for SAP CRM)Activate ERP_WEB_CHANNEL_3 (SAP Web Channel Experience Management 3.0 for SAP ERP)

WEC MDM REPOSITORY 3.0 (WEC-MDM-REPOSITORY)XI CONT WEC MDM REPOSITORY 3.0 (XI_CNT_WEC-MDM-REPOSITORY)

Rationale for Optional Component

For service resource planningFor service resource planningFor service resource planningFor service resource planning

Required for Case Management Analysis

Required for simple searchRequired for CRM Workforce Deployment

Required for CRM Workforce Deployment

Required for Outbound Processing with WM and Inbound Processing and Receipt Confirmation with WMRequired for simple search

Required for Service Order and Quotation Analysis in CRM and Returns Analysis in CRMRequired for simple searchRequired for Outbound Processing with WM and Inbound Processing and Receipt Confirmation with WM

Required for simple search and knowledge articlesRequired for analyses processes

Required for simple searchRequired for using product configurationRequired for CRM Workforce DeploymentRequired for advanced scheduling functionality or planning against capacitiesRequired for using advanced scheduling functionality or planning against capacities

Required for simple searchRequired for using product configuration

Required for simple search

Required for simple search

Required for Service Resource PlanningRequired for Service Resource PlanningRequired for Service Resource PlanningRequired for simple search

Required for simple search

Required for Outbound Processing with WM and Inbound Processing and Receipt Confirmation with WM

Enable set-up of service-oriented architecture for

Required for connecting SAP NetWeaver MDM to SAP CRM or SAP ERPRequired for connecting SAP NetWeaver MDM to SAP CRM or SAP ERP

Framework and application components that enable you to create and run Web shops, and to connect Web shops to a back-end system (mandatory)XML file containing a deployable configuration template. Configuration is based on expected customer usage. For morePlug-ins for SAP NetWeaver Development Studio that build the Web Channel module development workbench. This workbench provides a set of development tools that you can use to develop Web Channel modules quickly and easily.XML schema and A2A archive file, either of which you can use to create a repository for your Web Channel product catalog data in SAP NetWeaver MDM (with CRM/MDM and ERP/MDM scenarios only)XI Content for Web Channel MDM Repository (with ERP/MDM scenario only)

Framework and application components that enable you to create and run Web shops, and to connect Web shops to a back-end system (mandatory)XML file containing a deployable configuration template. Configuration is based on expected customer usage. For morePlug-ins for SAP NetWeaver Development Studio that build the Web Channel module development workbench. This workbench provides a set of development tools that you can use to develop Web Channel modules quickly and easily.XML schema and A2A archive file, either of which you can use to create a repository for your Web Channel product catalog data in SAP NetWeaver MDM (with CRM/MDM and ERP/MDM scenarios only)

Plug-ins for SAP NetWeaver Development Studio that build the Web Channel module development workbench. This workbench provides a set of development tools that you can use to develop Web Channel modules quickly and easily.

Business Function Activation List

Information for the list below was retrieved from SAP Help at the following location: http://help.sap.com/saphelp_crmhana/helpdata/en/ba/2f2268722844ecb4dc92b9260ef66a/frameset.htm

AreaService Oriented Architecture - SOA Documentation

WebClient UI Framework - UI Framework

WebClient UI Framework - UI Framework Documentation

WebClient UI Framework - WebClient UI Framework Documentation

Master Data - Assignment Blocks for Complaints & Leads on the BP Overview Page

Master Data - Reduction of Implementation Time

Master Data - Marketing Permission

Master Data - Knowledge ArticleMaster Data - Knowledge Article 2

Basic Functions and Performance - Infrastructure

Basic Functions and Performance - Performance and Large Contracts

Basic Functions and Performance - Performance and Business Transaction Item Processing

Basic Functions and Performance - Filter for Workflow Inbox

Basic Functions and Performance - Enlarged Text Area and Filters in Text Log

Service - Sales and Service

Service - SAP Web Channel Experience Management for SAP CRM

Service - Advanced Returns Management

Service - Service Management 1

Service - Service Request Enhancements

Service - Notification Framework and E-Mail

Service - Bulletin Boards

Service - Management of Processing Times

Service - Context and Text Management

Service - Service Request Fact Sheet

Interaction Center - Infrastructure

Interaction Center - IC and Communication-Enabled Business Processes

Interaction Center - Task-Based User Interface for Interaction Center

Interaction Center - Rule Modeler Usability

Interaction Center - Multifunctional Shared Services Interaction Center

Interaction Center - Marketing Permission

Analytics - SAP BusinessObjects Integration and CRM Interactive Reporting

Analytics - Acceleration of CRM Data Extraction

Analytics - Segmentation of BW Data Using Business Warehouse Accelerator

Information for the list below was retrieved from SAP Help at the following location: http://help.sap.com/saphelp_crmhana/helpdata/en/ba/2f2268722844ecb4dc92b9260ef66a/frameset.htm

Technical Name Technical UsageCRM_SOA_1_DOCU CRM Core

UI_FRW_1 CRM Core

UI_FRW_1_DOCU CRM Core

UI_FRW_2_DOCU CRM Core

CRM_BP_ASSIGNMENTS_CC2 CRM Core

CRM_TCI_1 CRM Core

CRM_MKT_PERMISSION CRM Core

BF_CRM_KA_CI_1 CRM CoreCRM_KA_CI_2 CRM Core

CRM_INF_1 CRM Core

CRM_PERFORMANCE CRM Core

CRM_PERFORMANCE_2 CRM Core

CRM_WFI_FILTER_1 CRM Core

CRM_TM_1 CRM Core

CRM_SLS_SRV_1 CRM Core

CRM_WEB_CHANNEL CRM Core

CRM_COMPL_ARM_1 CRM Core

CRM_SRV_1 CRM Core

CRM_ITSM CRM Core

CRM_ITSM_ALERTS CRM Core

CRM_ITSM_BULLETINS CRM Core

CRM_ITSM_PROCESS_TIMES_MGMT CRM Core

CRM_ITSM_COM CRM Core

CRM_ITSM_FS CRM Core

CRM_INF_1 CRM Core

CRM_IC_CEBP CRM Core

CRM_IC_TUI CRM Core

CRM_RMD CRM Core

CRM_SHSVC CRM Core

CRM_MKT_PERMISSION CRM Core

CRM_ANA_BOB CRM Core

CRM_ANA_NDS CRM Core

CRM_MKT_SEG_BWA CRM Core

Information for the list below was retrieved from SAP Help at the following location: http://help.sap.com/saphelp_crmhana/helpdata/en/ba/2f2268722844ecb4dc92b9260ef66a/frameset.htm

DescriptionYou can use this business function to use SOA service operations for your enterprise.

This business function allows you to assign knowledge articles quicker and easier

You can use this business function to improve the WebClient UI framework by using the following:•Icon management with personalization of icons on home pages, work center pages, and report pages along with Customizing of icons for business roles•Customer-specific Cascading Style Sheet (CSS) support and JavaScript (JS) support including logo and icon exchange•Authorizations for export to spreadsheet

You can use this business function to improve the WebClient UI framework by using the functions listed in the keyblock “Features”.Note: The functions belonging to business function UI Framework Documentation (UI_FRW_1_DOCU) are immediately available when you install SAP enhancement package 1 for SAP CRM 7.0, without activating the business function. However, you have to activate the business function to access the documentation for these functions in your SAP Library installation.

You can use this business function to improve the WebClient UI framework by using the functions listed in the keyblock “Features”.Note: The functions belonging to business function WebClient UI Framework Documentation (UI_FRW_2_DOCU) are immediately available when you install SAP enhancement package 2 for SAP CRM 7.0, without having to activate the business function. However, you do have to activate the business function to access the documentation for these functions in your SAP Library installation.

The following new assignment blocks are available with this business function:•Assignment block for complaints on the overview page for accounts•Assignment block for leads on the overview page for contact persons

You can use this business function to reduce the total cost of implementation and go live more quickly. You can also improve usability for business partner editing.

You can use this business function to comply with local legal requirements for recording customer preferences with regard to receiving unsolicited marketing messages. As a company with a customer base in countries that regulate the sending of unsolicited marketing messages, you may need to demonstrate some or all of the following:•Adherence to the applicable law•Evidence that customers have agreed to receiving unsolicited marketing messages via a certain communication channel•Evidence that customers have not agreed to receiving unsolicited marketing messages via a certain communication channel•Evidence that customer preferences have changed. For example consent changes from Given to Rejected, or communication details change.•Adherence to marketing permission preferences of marketing prospects

You can do the following with this business function:•Define how the system determines the proposals that it makes available for a business transaction, to identify related knowledge articles.•Directly create new knowledge articles from a business transaction, via assignment block Related Knowledge Articles

In this business function, there are enhancements to the SAP CRM infrastructure. These enhancements provide you with additional flexibility, capability, and tools that facilitate add-on developments and integration with other systems.

You can use this business function to improve system performance during processing of sales and service orders and contracts. The business function makes processing faster for transactions containing a large number of items. Large service contracts benefit most from the performance improvements, in particular contracts with thousands of items.The performance improvements are achieved by a reduced data volume and a reduced load on application services.

You can use this business function to enhance performance when working at the item level in certain business transactions and when searching for business partners. In addition to improving system performance, you can also use this business function to improve user productivity.This business function especially benefits customers with a high load of business transactions, such as sales or service orders. It allows for faster and more customer-friendly interactions with customers when handling orders and service requests, for example, for a call center agent dealing with customers on the telephone. The performance improvements can also reduce the cost of operations and help you to strive for higher customer excellence.

You can do the following with this business function:•Filter workflow tasks. If you have a lot of workflow tasks in your worklist, this helps to improve usability and performance.•Navigate to the assignment block Workflow Tasks of the Worklist. You do this by using the new link More than 5 workflow tasks found on the page Home, in screen area Workflow Tasks.

With this business function, you can use the new assignment block to enter texts and to include those texts in the log. Previously in the Details assignment block, there was only a small text field for entering texts with few functions for editing texts. Alternatively, you could navigate from the Notes assignment block to a separate page for entering text. If you enter multiple texts in the new assignment block, you will see a line for each text underneath the Notes assignment block. You can also edit the texts here.You can show both assignment blocks in the following business objects:•Incidents/service requests•Problems•Requests for change•Service orders•Opportunities•Accounts•Campaigns•Knowledge articles

You can use this business function to increase productivity and efficiency for business users, business processes, and so on.

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

With this business function, you can use the functions of the ERP business function Advanced Returns Management 2. This means that you can use all logistical follow-up processes in SAP ERP.The following components are involved in the integrated process flows:•SAP Enterprise Resource Planning (SAP ERP)•SAP Customer Relationship Management (SAP CRM)•Optional: Extended Warehouse Management (EWM) of system SAP Supply Chain Management (SAP SCM)

With this business function, you can use the new search parameter My Company for the search criterion Belonging To.Note: The search parameter Party Involved has been renamed to Belonging To. For more information, see SAP Note 1622166.

You can use this business function to enhance the functions and the usability of the Service Request Management and the Rule Modeler maintenance.

You can use this business function to keep your business partners informed about the status and the progress of service requests. The Notification Framework enables you to subscribe yourself or a group of persons to a service request or to service requests that have specific attributes.Additionally, the business function provides you with new features for sending e-mails manually.

You can use this business function to provide a framework that enables you to implement a transaction or master data independent information flow. You can post short notes concerning business partners or installed base and display them in the master data and in transaction types that are related to these objects.Two assignment blocks are available with which you can display the related bulletins and the bulletins that the user has created. In addition, you can display bulletins with high importance in a special message area.

You can use this business function to monitor the response times of your service organization. You can use it to control the compliance with the agreements you have made with the different partners involved in the performance of services.

You can use this business function to enhance the content and text management capabilities of Service Request Management.

You can use this business function to provide the following enhanced fact sheet capabilities for the management of service requests:•You can provide access to fact sheets that are related to the business partners involved in a service request.•You can add the service request assignment block to the overview pages of the accounts and the contacts.•You can add the service request assignment block to the customer fact sheet.In addition, you can add the attachments assignment block to the overview page of the account and the customer fact sheet.

In this business function, there are enhancements to the SAP CRM infrastructure. These enhancements provide you with additional flexibility, capability, and tools that facilitate add-on developments and integration with other systems.

You can use this business function to implement enhancements to communication-enabled business processes and interaction center (IC) functionality. Enhancements made to IC functions include multisessioning, interactive scripting, messaging, reverse proxy server integration, asynchronous processing, and account identification. The integration of communication management software (CMS) into communication-enabled business processes for CRM and IC business roles has also been enhanced, including improved context transfer capabilities and the extension of channels. The communication dialogs including Dialpad, Transfer, Warm Transfer, and Conference Call were redesigned. These enhancements speed up response times, make it easier to engage experts, and enable more efficient collaboration in customer-facing processes. They also speed up the cross-system shared service processes and reduce the response times for a service request.

You can use this business function to integrate the sample Product Support task-based user interface (task-based UI) into the interaction center (IC). The Product Support task-based UI has been provided as an example for developing IC task-based UIs and as a basis for custom configurations, for technical consultants. For information about the necessary development activities, see the basic settings for the WebClient UI framework in SAP Solution Manager.To integrate the sample Product Support task-based UI into the WebClient UI, you have to set up a corresponding business role. For more information, see SAP Note 1517968.On a task-based UI, the user is guided step by step through the various activities required for completing a task, such as logging a service ticket. The sample Product Support task-based UI in the IC includes all the steps necessary to create a new customer record, register a product, log a service ticket, and complete the interaction.Using task-based UIs in the IC allows the alignment of business processes, and results in a greater compliance with established corporate procedures. This can have a positive effect on the first-contact resolution and the quality of customer service. The average handling time, and thus the cost of service, can be reduced.

You can now do the following:•Search for rules and rule foldersSubrules are included in rule and rule folder searches. The system searches all rule policies and policy variants (active, inactive, draft, or released).•Specify values for Created By and Changed By when searching for rules or rule folders•Navigate rule policy search results more effectivelyWhen you navigate to a rule policy from the search results page and then return to the search results, you are brought back to the same search result page. For example, if you navigate to page 6 of the search results and then navigate to a rule policy, you are returned to page 6, rather than page 1.•Adjust column widths in the rule policy search results list, and in the Policy, Conditions, and Actions assignment blocks•Add a subnode or an object at the same level as the current position in the hierarchy of draft rulesDepending on your position in the hierarchy, you can add a new rule folder, rule, or subrule.•Create rules in the intent-driven interaction (IDI) context more efficiently, now that the condition Current Event is the default for new top-level rules•Find alerts more easily using value help instead of a drop-down list•Select a target ID for the Navigate To action more efficiently in the IDI contextThe list of target IDs displayed in the dropdown list is determined by the business role or roles assigned to the rule policy.•View relationships between rule policies that call other rule policies by means of a graphical representation of these relationships

You can use this business function to optimize the shared services center in SAP CRM and its integration with back-end processes in SAP ERP HCM, SAP ERP Financials, SAP Collections Management, and SAP Dispute Management. This allows you to extend the scope of your interaction center (IC) to make use of multifunctional shared services center capabilities and increase the efficiency of service request handling in the shared services center.

You can use this business function to comply with local legal requirements for recording customer preferences with regard to receiving unsolicited marketing messages. As a company with a customer base in countries that regulate the sending of unsolicited marketing messages, you may need to demonstrate some or all of the following:•Adherence to the applicable law•Evidence that customers have agreed to receiving unsolicited marketing messages via a certain communication channel•Evidence that customers have not agreed to receiving unsolicited marketing messages via a certain communication channel•Evidence that customer preferences have changed. For example consent changes from Given to Rejected, or communication details change.•Adherence to marketing permission preferences of marketing prospects

With this business function you can use SAP BusinessObjects reports and dashboards in CRM. A wizard helps you to add these reports to the CRM report work center. For certain business roles, such as sales manager, predefined Xcelsius dashboards are available.Additional sets of characteristics and key figures are available for CRM interactive reporting. Dashboards are also available for CRM interactive reporting.Furthermore, a range of detailed queries are available, which are particularly suitable for creating SAP BusinessObjects Enterprise Server reports.

With this business function, you can accelerate the initial upload of extensive business data from SAP Customer Relationship Management (SAP CRM) to SAP NetWeaver Business Warehouse (NetWeaver BW).This business function also enables the upload of CRM business data to external systems.

You can use this business function to access data from SAP NetWeaver BW, within high volume segmentation, using SAP NetWeaver Business Warehouse Accelerator (BWA). If you do not activate this business function, only the data from SAP NetWeaver BW for classic segmentation is available.