Master GuideSAP Customer Relationship Management 7.0 SR1

Target Audience ■ Consultants ■ Administrators

PUBLICDocument version: 1.70 – 2011-07-04Material number: 50089607

SAP AGDietmar-Hopp-Allee 16

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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 2008-11-21 First version – no changes

1.10 2009-05-04 Results from reviews and messages incorporated

1.20 2009-07-03 Results from manual ELF validation and various messages incorporatedSoftware units for Lead-to-Cash and Segmentation and List Management changedTerminology changed from CRM Web Client UI to Web Client UI

1.30 2009-07-23 Section on Application Enhancement Tool added

1.40 2009-12-02 Section on CRM Interactive Reporting changed

1.50 2010-06-18 Chapter Workflow Inbox addedSection on NWDI Design/Build Time Content added to the chapter CRM CoreVarious minor changes

1.60 2011-03-18 ■ All references to SAP NetWeaver Search and Classification (TREX) 7.0 updated to SAP NetWeaver Search and Classification (TREX) 7.1

■ SAP Note 1565886 added to the list of SAP Notes

1.70 2011-07-04 ■ Information about the applications that can run on a hub system with SAP NetWeaver 7.3 added to the section System Landscapes

■ SAP Note 1468349 added to the list of SAP Notes

2011-07-04 PUBLIC 5/124

Table of Contents

Chapter 1 About this Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Chapter 2 SAP CRM Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2.1 Introduction to SAP CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2.2 Installable Software Units of SAP CRM 7.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

2.2.1 CRM Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

2.2.2 CRM Mobile Client Component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

2.2.3 CRM Handheld Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.2.4 Workforce Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

2.2.5 Standalone Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

2.2.6 Application Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

2.2.7 SAP Solution Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

2.2.8 Content Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

2.3 System Landscapes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

2.4 Implementation Sequence for Implementing SAP CRM Business

Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 3 SAP CRM Business Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

3.1 Field Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

3.1.1 Field Activity Management with CRM Mobile Sales for Handheld . . . . . . . . . . 42

3.1.2 Field Account and Contact Management with CRM Mobile Sales . . . . . . . . . . 42

3.1.3 Field Account and Contact Management with CRM Mobile Sales for

Handheld . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

3.1.4 Field Campaign Management with CRM Mobile Sales . . . . . . . . . . . . . . . . . . . 44

3.1.5 Field Complaints Management with CRM Mobile Service . . . . . . . . . . . . . . . . 45

3.1.6 Field Opportunity Management with CRM Mobile Sales . . . . . . . . . . . . . . . . . 45

3.1.7 Field Quotation and Order Management with CRM Mobile Sales . . . . . . . . . . 46

3.1.8 Field Quotation and Order Management with CRM Mobile Sales for

Handheld . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

3.1.9 Field Sales Using Mobile Sales Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

3.1.10 Field Service Order Management with CRM Mobile Service . . . . . . . . . . . . . . 49

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3.1.11 Field Service Stock Management with CRM Mobile Service . . . . . . . . . . . . . . . 50

3.2 Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

3.2.1 IC Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

3.2.2 IC Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

3.2.3 IC Sales with CRM Sales Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

3.2.4 IC Sales with ERP Sales Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

3.2.5 IC Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

3.2.6 Shared Services Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

3.3 Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

3.3.1 Campaign Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

3.3.2 Loyalty Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

3.3.3 Marketing Resource Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

3.3.4 Segmentation and List Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

3.3.5 Trade Promotion Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

3.4 Partner Channel Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

3.4.1 Account and Contact Management with Channel Partners . . . . . . . . . . . . . . 60

3.4.2 Campaign Management With Channel Partners . . . . . . . . . . . . . . . . . . . . . . . 61

3.4.3 Collaborative Selling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

3.4.4 Lead and Opportunity Management with Channel Partners . . . . . . . . . . . . . . 62

3.4.5 Market Development Funds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

3.4.6 Partner Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

3.4.7 Quotation and Order Management for Business-on-Behalf . . . . . . . . . . . . . . . 64

3.4.8 Service Order Management with Channel Partners . . . . . . . . . . . . . . . . . . . . . 65

3.5 Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

3.5.1 Account and Contact Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

3.5.2 Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

3.5.3 Incentive and Commission Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

3.5.4 Lead and Opportunity Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

3.5.5 Lead-to-Cash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

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

Rebates) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

3.5.7 Quotation and Order Management in CRM (with ERP Billing) . . . . . . . . . . . . 71

3.5.8 Sales Performance Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

3.5.9 Sales Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

3.6 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

3.6.1 Case Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

3.6.2 Complaints and Returns Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

3.6.3 In-House Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

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3.6.4 IT Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

3.6.5 Recall Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

3.6.6 Service Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

3.6.7 Service Order Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

3.6.8 Service Order Management with ERP Billing . . . . . . . . . . . . . . . . . . . . . . . . . . 79

3.6.9 Service Order Management with External Resource Procurement . . . . . . . . . 79

3.6.10 Service Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

3.6.11 Usage-Based Service Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . 81

3.7 Web Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

3.7.1 Campaign Management in CRM Web Channel . . . . . . . . . . . . . . . . . . . . . . . . 82

3.7.2 Catalog Management in CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

3.7.3 Complaints and Returns Management in CRM Web Channel . . . . . . . . . . . . 83

3.7.4 Contract Management in CRM Web Channel . . . . . . . . . . . . . . . . . . . . . . . . . 84

3.7.5 Quotation and Order Management in CRM Web Channel . . . . . . . . . . . . . . . 85

3.7.6 Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

3.7.7 Solution Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

3.7.8 Web Auctions: Auctioning via Web Shop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

3.7.9 Web Auctions: Selling via eBay in CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Chapter 4 Solution-Wide Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

4.1 Developing and Modifying Applications: SAP NetWeaver Development

Infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

4.2 Customizing Scout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

4.3 Application Enhancement Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

4.4 Easy Enhancement Workbench . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

4.5 Monitoring the System Landscape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

4.6 RosettaNet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

4.7 Shared Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

4.7.1 Use Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

4.7.1.1 End-to-End Solution Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

4.7.1.2 Support Infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

4.7.1.3 Central Administration and Monitoring of SAP NetWeaver . . . . . . . . . . . . . . 99

4.7.1.4 Collection of Landscape Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

4.7.1.5 Authentication and Single Sign-On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

4.7.1.6 Integrated User and Access Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

4.7.1.7 Creating Interactive Forms and Print Forms . . . . . . . . . . . . . . . . . . . . . . . . . . 102

4.7.2 Examples of the Overall System Landscape of Shared Services . . . . . . . . . . . . 102

4.7.3 Feature Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

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4.7.3.1 SAP Solution Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

4.7.3.2 Solution Manager Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

4.7.3.3 System Landscape Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

4.7.3.4 Adobe Document Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Chapter A Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

A.1 List of Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

A.2 List of SAP Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

A.3 Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

A.4 List of Industry Solution Master Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

A.5 Accessing SAP Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Chapter B Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

B.1 The Main SAP Documentation Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

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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. 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 to design your CRM system landscape. It refers you

to the required detailed documentation, in particular:

■ Installation guides for single software units

■ SAP Notes

■ Configuration documentation

■ SAP Library documentation

For an overview of available SAP documentation, see The Main SAP Documentation Types [external

document].

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

planning process. See Related Information [page 116] for references to further information sources.

The Master Guide consists of the following main sections:

■ SAP CRM Overview [page 13]

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.

■ SAP CRM Business Scenarios [page 41]

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 89]

Here you can find information about additional systems that are required to operate your system

landscape (for example, for administration, monitoring, and support).

Further aspects handled in this section are the tools and procedures available for enhancing SAP

CRM.

■ Appendix

In this section, references to the required information sources are provided:

● A list of all documents mentioned in the Master Guide

● A list of all SAP Notes mentioned in the Master Guide

● A list of links to SAP Service Marketplace information resources

1 About this Document

2011-07-04 PUBLIC 11/124

● A list of related Industry Master Guides

CAUTION

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

immediately before starting the installation. The Master Guide is regularly updated on SAP Service

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

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 crm.documentation@sap.com.

1 About this Document

12/124 PUBLIC 2011-07-04

2 SAP CRM Overview

2.1 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 1: Overview of SAP CRM

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2.2 Installable Software Units of SAP CRM 7.0

NOTE

SAP CRM ABAP 7.0 (BBPCRM) SAPKU70001 (SAP CRM 7.0 SP01) is a prerequisite to run an SAP

CRM 7.0 system.

SAP CRM 7.0 SP01 is compatible with SAP NetWeaver 7.0 and EHP1 for SAP NetWeaver. If you

have installed SAP NetWeaver 7.0, it is possible to keep this NetWeaver release for early adoption

reasons and install or upgrade to SAP CRM 7.0. However, we recommend that you install or

upgrade to EHP1 for SAP NetWeaver to benefit from the new NetWeaver functions.

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 14] 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 89].

CRM Mobile Client Component [page 21] Components required for a mobile system landscape

CRM Handheld Integration [page 24] Components required for CRM handheld integration

Workforce Deployment [page 26] Component required for service orders

Standalone Components [page 26] Components that provide additional functions. In most cases their use is optional.

Application Systems [page 28] OLTP back-end, as well as SAP NetWeaver BW, SAP SCM server, and SAP SRM server

SAP Solution Manager [page 30] SAP Solution Manager is mandatory for an SAP CRM implementation.

For a complete SAP CRM system landscape, further central systems are also required. For more information, see Shared Services [page 93].

Content Types [page 32] Different types of content that are available for SAP CRM 7.0, for example, content for the System Landscape Directory

2.2.1 CRM Core

Installable software units of CRM Core

CRM Application Server ABAP, CRM Application Server Loyalty, 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,

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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:

● SAP CRM ABAP 7.0

● SAP WEB UIF 7.0

● SAP AP 7.00 (includes IPC)

● SAP EHP1 for SAP NetWeaver 7.0 – Application Server ABAP

● SAP_BS_FOUNDATION 701

■ CRM Application Server Loyalty

CRM Application Server Loyalty consists of the following software components:

● SAP CRM LOYALTY MANAGEMENT 7.0

● SAP EHP1 for SAP NetWeaver 7.0 – Application Server ABAP

■ CRM Application Server Java

CRM Application Server Java consists of the following software components:

● SAP JAVA DATA DICTIONARY 7.0

● CRM JAVA APPLICATIONS 7.0

● SAP SHARED JAVA APPLIC. 7.0

● SAP EHP1 for SAP NetWeaver 7.0 – Application Server Java

■ 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:

● CRM IPC MOBILE 7.0

● CRM JAVA COMPONENTS 7.0

● CRM JAVA WEB COMPONENTS 7.0

● SAP SHARED JAVA COMPONENTS 7.0

● SAP SHARED WEB COMPONENTS 7.0

● 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.

Using CRM Core with and without CRM Java Components

You can distinguish between the following:

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■ 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 2: 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 1278645 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 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 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 3: 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 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 Technology Internet Communication

Framework Development Server-Side Development Creating and Configuring an ICF Service Activating and

Deactivating the 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 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 SAP CRM 7.0, however with this release you can integrate

the WebClient UI in an already installed SAP NetWeaver Portal (part of 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 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 on SAP Help Portal at http://help.sap.com/

saphelp_crm700_ehp01/helpdata/en/e1/8e51341a06084de10000009b38f83b/frameset.htm

under Basic Settings UI Framework and Configuration Portal Integration

The business packages for the releases SAP CRM 3.1, 4.0, and 5.0 cannot be used in 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 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 SAP CRM 7.0 yourself with the new 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

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:

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■ SAP GUI for the Windows Environment (SAP GUI for Windows)

This version of SAP GUI runs on PCs with Windows 2000, XP, 2003, and 2007. SAP GUI for Windows

is an implementation based on OLE interfaces or ActiveX controls. In addition to the standard

functions delivered with SAP GUI, it also provides tight integration with Microsoft Office and

application-specific extensions.

■ SAP GUI for the Java Environment (SAP GUI for Java)

This version is a unified SAP front end for multiple platforms (Mac OS X, Windows, Linux, and

various other UNIX versions). It is installed as an application on the desktop computer (or browser-

based installation) and communicates directly with SAP NetWeaver Application Server.

For more information about the SAP GUI family, see SAP Service Marketplace at http://

service.sap.com/sapgui.

2.2.2 CRM Mobile Client Component

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

functions in an offline environment. 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 SP09

■ CRM Mobile Application Repository – CRM MAR 7.0

■ CRM Authorization Management Tool – CRM AMT 7.0

■ CRM COMMUNICATION STATION 5.0

■ CRM MOBILE CLIENT 7.0

■ MOB. CLIENT COMPANION 7.0 (optional)

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.

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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

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.

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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 4: CRM Mobile System Landscape

2.2.3 CRM Handheld Integration

You can integrate different handheld devices with SAP CRM, such as Personal Digital Assistants (PDAs),

PocketPCs, and RIM BlackBerry.

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:

■ XMSA 5.0

■ Handheld prerequisite PV: SAP Netweaver 7.0

■ Main instance: SAP NetWeaver Mobile Infrastructure (MI)

The CRM handheld scenarios support PDA-type devices, including devices such as the PocketPC.

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 5: 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. This version

supports RIM BlackBerry devices. For more information about BlackBerry devices, see

www.blackberry.net. 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 Service Marketplace at http://service.sap.com/nw-mobile or

http://service.sap.com/mobile.

Mobile Sales Online consists of the following components:

■ MSON 1.0

■ Prerequisite PV: SAP Netweaver 7.0

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■ Main Instance: Mobile Infrastructure (MI)

2.2.4 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

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.

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 6: Workforce Deployment in CRM

2.2.5 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

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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.

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.

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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

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

and can be analyzed with existing reports.

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)

2.2.6 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

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For more information, see SAP Help Portal at http://help.sap.com SAP Customer Relationship

Management Data Exchange and Mobile Technologies CRM Integration Services CRM Middleware Adapter

and Site Types Adapters 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

■ 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 BW. The naming is SAP NW

7.0 BI Content Add-on 4SP0X (or BI CONT 7.04 SP0X in the download area of SAP Service Marketplace).

CRM Interactive Reporting

You can create, edit, and view reports 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. The following chart types are available:

■ Column

■ Line

■ Pie

■ Bar

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■ Stacked column

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-

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.

2.2.7 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. When you install SAP CRM ABAP server,

you are asked to enter a key generated by SAP Solution Manager. For more information, see the

installation guide 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.

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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:

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

Master Guide – SAP Solution Manager available on SAP Service Marketplace at http://

service.sap.com/instguides SAP Components SAP Solution Manager Guides

■ 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 Including EHP1 available on SAP Service

Marketplace at http://service.sap.com/instguidesNW70

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.

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2.2.8 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

■ Portal 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

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 for use with SAP Solution Manager 7.0 is part

of the SAP CRM 7.0 ramp-up delivery.

Download: from SAP Service Marketplace at http://service.sap.com/swdc SAP Installations &

Upgrades Entry by Application Group 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 SAP Solution Manager .

BI Content for SAP NetWeaver Business Warehouse

BI Content is delivered as an add-on that has to be installed on SAP NetWeaver 7.0 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.

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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 Installations & Upgrades

Entry by Application Group SAP NetWeaver SAP NetWeaver SAP NetWeaver 7.0 BI_CONTENT for

SAP NetWeaver .

■ Download of Support Packages for BI Content:

From SAP Service Marketplace at http://service.sap.com/swdc Support Packages Entry by

Application Group SAP NetWeaver SAP NetWeaver SAP NetWeaver 7.0 .

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).

Download: from SAP Service Marketplace at http://service.sap.com/swdc SAP Support Packages

Entry by Application Group SAP Technology Components SAP CR Content .

For information about updating SLD content, see SAP Note 669669.

XI Content

The contents of the Enterprise Services 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 Service Marketplace at http://

service.sap.com/solutions SAP NetWeaver SAP NetWeaver in Detail Process Integration SAP

Exchange Infrastructure SAP XI in Detail Content Catalog.

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 BBPCRM .

2.3 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:

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■ 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 7: Example for Web Channel System Landscape

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Figure 8: 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.

2.4 Implementation Sequence for Implementing SAP CRM Business Scenarios

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.

However, to implement a specific scenario, you only need a subset of the software units. For information

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about which software is required to implement a specific scenario, see the scenario-specific sections [page

41].

There is no special installation sequence, except that you have to observe the following points:

■ SAP Solution Manager must be installed before you install the CRM server, since you have to enter

a key generated by SAP Solution Manager during the CRM server installation.

■ 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 EHP1 for SAP NetWeaver 7.0 on the entry

screen. If you choose SAP CRM 7.0, 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 1437046.

■ Documentation: For documentation referenced in the following table, see List of Documentation

[page 113].

Procedure

Step Action [Corresponding Documentation]Remarks and Subsequent Steps [Corresponding Documentation]

1 Installation of SAP Solution Manager 7.0 and ST-ICO 150_700 ■ [Master Guide SAP Solution Manager]

–

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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Step Action [Corresponding Documentation]Remarks and Subsequent Steps [Corresponding Documentation]

post-installation steps to set up an HTTP connection.

Note that both the ABAP and the JAVA client are used by some applications.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[Component Installation Guide – SAP CRM 7.0 <Technology> on <Operating System>:<Database>]For more information, see the documentation at http://service.sap.com/crm-inst SAP CRM 7.0SAP CRM 7.0 - Installation Documentation .

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.[SAP ERP 6.0 <Technology> on <Operating System>: Database

–

5 Setting up the CRM Mobile Client landscape: ■ Installation of the Communication Station

[Installation Guide – Communication Station] ■ 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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Step Action [Corresponding Documentation]Remarks and Subsequent Steps [Corresponding Documentation]

■ 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 Component - SAP CRM 7.0]

■ Installation of optional third-party software

landscape, only a single AMT installation is required.

6 Installation of Groupware Connector 4.0 SP13[Installation Guide - SAP Groupware Connector]

–

7 Installation of SAP Content Server[Installation Guide - SAP Content Server 6.40 on <Operating System>]

–

8 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)

9 Installation of SAP NetWeaver 7.0 Process Integration (PI) in a dedicated system and import of XI Content SAP CRM ABAP 6.0.[Installation Guide – SAP NetWeaver 7.0 on <Operating System>:<Database>]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.

10 Installation of SAP NetWeaver Business Warehouse (BW):

NOTE

For SAP NetWeaver Business Warehouse (BW), there is no installation option in SAPinst. Instead, install Application Server ABAP with SAPinst and then, install BI Content 7.04 (see below).

1. Install an SAP NetWeaver system with software unit AS-ABAP.

2. Configure the database of your AS-ABAP system for BW according to SAP Note 567745.

3. Install BI Content 7.04 or higher on the Application Server ABAP system according to SAP Note 847019.

NOTE

In SAP CRM 7.0 SP01, together with BW in SAP NetWeaver 7.0, you can use only those functions

–

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Step Action [Corresponding Documentation]Remarks and Subsequent Steps [Corresponding Documentation]

that are already available for SAP BW 3.5 (part of SAP NetWeaver 2004). This concerns, for example; the data flow functionality in BW and functions of SAP Business Explorer.

11 Installation of SAP SCM server 7.0[Installation Guide – SAP SCM Server]

–

12 Installation of SAP GUI 6.40 or higher on every host from which you want to connect to your SAP CRM system[Installation Guide SAP Frontend]

In some cases, you can also use SAP GUI for Windows 6.20. For more information, see CRM Core [page 14].

13 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.

–

The following table gives you an overview of the support packages that work together with SAP CRM

7.0:

Software Component Version RuntimeInitial Support Package

SAP NetWeaver AS ABAP SAP NetWeaver 7.0/EHP1 for SAP NetWeaver 7.0

ABAP SP01

SAP NetWeaver AS Java SAP NetWeaver 7.0/EHP1 for SAP NetWeaver 7.0

Java SP01

SAP AP SAP AP 7.00 ABAP SP13

SAP AP IPC Java SAP AP IPC Java 7.0 Java SP11

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 4.0 File system extension

SP13

BI_CONT BI_CONT 7.04 Content SP01

RosettaNet XI content RosettaNet 1.0 XSLT + content SP03

CRM Software Component

SAP BBPCRM SAP CRM ABAP 7.0 ABAP SP01

SAP CRM WEBCUIF SAP CRM WEB UIF 7.0 ABAP SP01

CRM IPC Mobile Serv. Ext. CRM IPC Mobile 7.0 Java SP01

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Software Component Version RuntimeInitial Support Package

CRM IPC Server Ext. CRM IPC Server Ext. 7.0 Java SP11

CRM Communication Station CRM Communication Station 5.0

C/C++ SP09

CRM AMT (Authorization Management Tool)

CRM AMT 7.0 MAS SP01

CRM MAR (Mobile Application Repository)

CRM MAR 7.0 C++ SP00

CRM MAS (Mobile Application Studio)

CRM MAS 5.0 Visual Studio SP12

CRM Mobile Client CRM Mobile Client 7.0 MAS SP01

CRM IPC MOBILE CRM IPC Mobile 7.0 Java SP01

XMSA XMSA 5.0 SP02

MSON MSON 1.0 SP04

XI Content BBPCRM XI Content SAP CRM ABAP 7.0 Content SP01

BP SAP CRM BP SAP CRM 7.0 SP01

ROSETTANET CRM XI Content ROSETTANET CRM 1.0

Content SP12

Third-Party Component

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

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3 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 41]

■ Interaction Center [page 51]

■ Marketing [page 55]

■ Partner Channel Management [page 59]

■ Sales [page 66]

■ Service [page 73]

■ Web Channel [page 82]

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.

3.1 Field Applications

Key capability Field Applications consists of the following scenarios:

■ Activity Management with CRM Mobile Sales for Handheld [page 42]

■ Field Account and Contact Management with CRM Mobile Sales [page 42]

■ Field Account and Contact Management with CRM Mobile Sales for Handheld [page 43]

■ Field Campaign Management with CRM Mobile Sales [page 44]

■ Field Complaints Management with CRM Mobile Service [page 45]

■ Field Opportunity Management with CRM Mobile Sales [page 45]

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■ Field Quotation and Order Management with CRM Mobile Sales [page 46]

■ Field Quotation and Order Management with CRM Mobile Sales for Handheld [page 47]

■ Field Sales Using Mobile Sales Online [page 48]

■ Field Service Order Management with CRM Mobile Service [page 49]

■ Field Service Stock Management with CRM Mobile Service [page 50]

3.1.1 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 Application Server ABAP

■ CRM Handheld Integration: SAP NetWeaver 7.0 Mobile

3.1.2 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 Application Server ABAP

■ CRM Mobile Client Components

■ CRM Communication Station

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01

Minimum version: SAP_BW 3.1

(SAP_BW 3.5 is possible if customer develops own content)

■ BI Content

Recommended version: BI CONT 3.10

For account planning: BI CONT 7.03 SP08

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP 4

Minimum version: SAP R/3 4.6C SP 53

For account planning with CRM Mobile Sales, see SAP Note 1061455.

■ SAP Strategic Enterprise Management (SEM) 3.5

With EHP1 for SAP NetWeaver 7.0, SEM is part of BW.

■ BackWeb ProactivePortal Server 5.0

3.1.3 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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■ CRM Application Server ABAP

■ CRM Handheld Integration: SAP NetWeaver 7.0 Mobile

■ Handheld Components: XMSA 5.0

Optional:

■ Third-party software

3.1.4 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:

■ CRM Application Server ABAP

■ CRM Mobile Client Components

■ CRM Communication Station

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 including BI CONT 7.04 – required for Campaign Analysis

Minimum version: SAP_BW 3.50 with BI CONT 3.52

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP

Minimum version: SAP R/3 4.6C SP 53

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■ Third-party software

● Consumer goods application

■ SAP Strategic Enterprise Management (SEM) 3.5

3.1.5 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:

■ CRM Application Server ABAP

■ CRM Mobile Client Components

■ CRM Communication Station

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP

Minimum version: SAP R/3 4.6C SP 53

Optional:

■ SAP SCM server 5.0

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

■ Third-party software

● Consumer goods application

3.1.6 Field Opportunity Management with CRM Mobile Sales

Description

You use this business scenario to:

■ 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.

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■ 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:

■ CRM Application Server ABAP

■ CRM Mobile Client Components

■ CRM Communication Station

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.0 including BI CONT 7.04 (or BI CONT 7.02)

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP

Minimum version: SAP R/3 4.6C SP 53

■ SAP Strategic Enterprise Management (SEM) 3.5

■ Third-party software

● Consumer goods application

3.1.7 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.

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:

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■ CRM Application Server ABAP

■ CRM Mobile Client Components

■ CRM Communication Station

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP

Minimum version: SAP R/3 4.6C SP 53

■ CRM Application Server Java

Required for using product configuration

■ SAP NetWeaver Business Warehouse (BW)

Required for Sales Quotation and Order Analysis in CRM)

Recommended version: SAP_BW 7.01

Minimum version: SAP_BW 3.5

■ BI Content

Recommended version: BI CONT 7.04

Minimum version: BI CONT 7.02

■ SAP SCM server 5.0

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).

■ SAP Strategic Enterprise Management (SEM) 3.5

■ Third-party software

● Consumer goods application

3.1.8 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

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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:

■ CRM Application Server ABAP

■ CRM Handheld Integration: SAP NetWeaver 7.0 Mobile

Optional:

■ SAP ERP 6.0

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP53

■ SAP SCM server 5.0

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.

3.1.9 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:

■ CRM Application Server ABAP

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■ SAP Netweaver 7.0 Mobile

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Minimum version: SAP_BW 3.0B

3.1.10 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:

■ CRM Application Server ABAP

■ CRM Application Server Java

NOTE

CRM Java components are not required for Service Resource Planning in CRM.

■ CRM Mobile Client Components

■ CRM Communication Station

Optional:

■ Workforce Deployment

Required for Service Resource Planning in CRM. For this process you require the following:

● WFM Core 200 Add-On SP13

● LCAPPS_2005_700 Add-On SP05

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP 1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02))

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Minimum version: BI CONT 7.03 SP08

3.1.11 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:

■ CRM Application Server ABAP

■ CRM Mobile Client Components

■ CRM Communication Station

■ SAP ERP 6.0 EHP 3

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 have to order SAP CRM Van Stock 7.0 in addition.

■ Van stock add-on SAPCRMSE

For more information, see SAP Note 1095483.

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

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(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP 1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02))

Minimum version: BI CONT 7.03 SP08

3.2 Interaction Center

Key capability Interaction Center consists of the following scenarios:

■ IC Management [page 51]

■ IC Marketing [page 52]

■ IC Sales with CRM Sales Order [page 52]

■ IC Sales with ERP Sales Order [page 53]

■ IC Service [page 54]

■ Shared Services Center [page 54]

3.2.1 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.

Mandatory:

■ CRM Application Server ABAP

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.0B (BW 7.0 is required for Help Desk Reporting)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP 1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.53

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

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3.2.2 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:

■ CRM Application Server ABAP

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or SAP EHP1 for NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02))

Minimum version: BI CONT 3.53

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP

Minimum version: SAP R/3 4.6C SP53

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

■ SAP Content Server 6.40

3.2.3 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.

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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:

■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP4

Minimum version: SAP R/3 4.6C SP 53

Optional:

■ CRM Application Server Java

Required for using product configuration

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

■ SAP Content Server 6.40

3.2.4 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

Sales Order, in which the system creates sales orders in SAP CRM, and then transfers them to SAP ERPfor

subsequent processing.

Software Units

The following software units are required for the IC Sales with ERP Sales Order scenario:

Mandatory:

■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

● IC WebClient with specific ERP sales order view set requires SAP ERP 6.0 EHP4.

● IC WebClient with Launch Transaction (ITS) requires SAP R/3 4.6C or higher.

Optional:

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■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

■ SAP Content Server 6.40

3.2.5 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:

■ CRM Application Server ABAP

Optional:

■ SAP Content Server 6.40

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

3.2.6 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.

Software Units

The following software units are required to run the Shared Services Center scenario:

Mandatory:

■ CRM application server ABAP

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP4

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Minimum version: SAP ERP 6.0

Employee Interaction Center: minimum SAP ERP 6.0

■ SAP NetWeaver Business Warehouse (for employee request reporting)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.50

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

3.3 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 55]

■ Loyalty Management [page 56]

■ Marketing Resource Management [page 57]

■ Segmentation and List Management [page 58]

■ Trade Promotion Management [page 58]

3.3.1 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:

■ CRM Application Server ABAP

NOTE

To run the Java applet for segmentation, you need to install the Java Runtime Environment (JRE)

on your client.

Optional:

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■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

Optional for Marketing Planning and Budgeting and Campaign Analysis

■ CRM Mobile

Can be used in the business processes Segmentation and Campaign Planning in CRM

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.50

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 7.03

● Mandatory for Marketing Planning and Budgeting, Campaign Planning, and Campaign Analysis

● Optional for Scenario Planning, Campaign Modeling, Campaign Execution, and Segmentation

3.3.2 Loyalty Management

Description

You can use this business scenario to track customer behavior, to identify which customers are most

valuable, and take steps to retain them, and to encourage specific customer behavior. This business

scenario supports loyalty management from planning of loyalty programs, through processing and

management of memberships, member activities, and loyalty points, through customer self-service in

the CRM Web Channel.

Software Units

The following software units are required to run the Loyalty Management scenario.

Mandatory:

■ CRM Application Server ABAP

■ CRM Application Server Loyalty

■ CRM Application Server Java

Required only for Web shop integration

■ EHP1 for SAP NetWeaver 7.0 ABAP

■ EHP1 for SAP NetWeaver 7.0 Java

Required only for Web shop integration

UI Channels

■ IC Web Client UI

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Requires CRM Application Server Loyalty, CRM Application Server ABAP, and EHP1 for SAP NW

7.0 ABAP

■ IC Agent UI

Requires CRM Application Server Loyalty, CRM Application Server ABAP, and EHP1 for SAP NW

7.0 ABAP

■ Web shop UI

Requires CRM Application Server Loyalty, CRM Application Server ABAP, CRM Application

Server Java, EHP1 for SAP NetWeaver 7.0 ABAP, and EHP1 for SAP NetWeaver 7.0 Java

3.3.3 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:

■ CRM Application Server ABAP

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

■ EHP1 for SAP Netweaver 7.0

■ Additional content server for process Digital Asset Management recommended

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3.3.4 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

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.

Software Units

The following software units are required to run the Segmentation and List Management scenario.

Mandatory:

■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

■ EHP1 for SAP NetWeaver 7.0 Search and Classification (TREX) 7.10

Required for segmentation

This TREX version is only available for a small number of platforms. For more information, see

SAP Note 965097.

3.3.5 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

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

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■ 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:

■ CRM Application Server ABAP

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

Recommended version: SAP SCM 7.0

Minimum version: SAP SCM 5.0

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.

3.4 Partner Channel Management

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 60]

■ Campaign Management with Channel Partners [page 61]

■ Collaborative Selling [page 61]

■ Lead and Opportunity Management with Channel Partners [page 62]

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■ Market Development Funds [page 63]

■ Partner Management [page 63]

■ Quotation and Order Management for Business-on-Behalf [page 64]

■ Service Order Management with Channel Partners [page 65]

3.4.1 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:

■ CRM Application Server ABAP

■ SAP NetWeaver Application Server Java

Optional:

■ Groupware Connector 4.0

Can be used for Activity Processing in CRM

■ SAP Content Server 6.40

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.50

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.52

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3.4.2 Campaign Management With Channel Partners

Description

This business scenario enables brand owners to engage channel partners more fully in marketing

campaigns. For example, the brand owner can inform channel partners about campaigns targeted at

resale customers, so that the channel partners are prepared for the corresponding customer interest,

and can plan accordingly.

Software Units

The following software units are required to run the Campaign Management with Channel Partners scenario.

Mandatory:

■ CRM Application Server ABAP

■ SAP NetWeaver Application Server Java

Optional:

■ SAP Strategic Enterprise Management (SEM)

● With SAP NetWeaver 7.0, SEM is part of SAP NetWeaver Business Warehouse.

● Required for Campaign Planning

3.4.3 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.

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:

■ CRM Application Server ABAP

Optional:

■ CRM Application Server Java

Required for Managing Catalog Content in CRM and Browsing for and Selecting Products

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Required if B2B from Web Channel is used

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■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.1

Required for Sales Quotation and Order Analysis for B2B in Channel Management

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.10

■ SAP ERP (required for order processing in SAP ERP)

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP53

3.4.4 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.

Mandatory:

■ CRM Application Server ABAP

■ SAP NetWeaver Application Server Java

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Optional:

■ CRM Application Server Java

Required for Sales Order Processing for B2B in CRM Web Channel

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.1

Required for Lead Analysis in Partner Channel Management

■ BI Content

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Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.10

3.4.5 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.

Software Units

The following software units are required to run the Market Development Funds scenario.

Mandatory:

■ CRM Application Server ABAP

Optional:

■ SAP ERP 6.0 EHP2

In EHP2, you need to activate the business functions TPM_SFWS_SC1 and

LOG_SD_CRMTGPSINTEGRATION as well as the components SAP_APPL 602 and EA-APPL 602.

3.4.6 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.

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Mandatory:

■ CRM Application Server ABAP

■ SAP NetWeaver Application Server Java

Optional:

■ Groupware Connector 4.0

■ SAP Content Server 6.40

■ SAP NetWeaver Business Warehouse (BW):

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.1

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: SAP NW BI CONT 3.1

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP2

Minimum version: SAP R/3 4.6C SP 53

3.4.7 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:

■ CRM Application Server ABAP

■ CRM Application Server Java

■ SAP NetWeaver Application Server Java

Optional:

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Required if B2B from Web channel is used

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■ Groupware Connector 4.0

■ SAP Content Server 6.40

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

● Required for order processing in SAP ERP

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.1

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.10

3.4.8 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:

■ CRM Application Server ABAP

■ SAP NetWeaver Application Server Java

■ EHP1 for SAP Netweaver 7.0

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP 4

Minimum version: SAP ERP 6.0 EHP 4

■ Additional components required for resource planning:

WFMCORE 200 SP13

CPRXRPM 400_700 (CPRXRPM 400 Add-On) SP11

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3.5 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 66]

■ Contract Management [page 67]

■ Incentive and Commission Management [page 68]

■ Lead and Opportunity Management [page 68]

■ Lead-to-Cash [page 68]

■ Quotation and Order Management in CRM (with CRM Billing and Rebates) [page 70]

■ Quotation and Order Management in CRM (with ERP Billing) [page 71]

■ Sales Performance Management [page 71]

■ Sales Planning [page 72]

3.5.1 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:

■ CRM Application Server ABAP

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

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

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 7.03 SP08

■ SAP Content Server 6.40

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■ Groupware Connector 4.0

Can be used for Activity Processing in CRM

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

● Optional for Sales Performance Analysis in CRM

● Required for Account Processing in CRM

3.5.2 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:

■ CRM Application Server ABAP

■ SAP NetWeaver Business Warehouse (BW)

Minimum version: SAP_BW 3.0B

Required for Contract Analysis

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

Minimum version: SAP R/3 4.6C SP 53

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■ SAP SCM 7.0

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.

3.5.3 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:

■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP ERP 2004

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.1

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.20

3.5.4 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

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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.

Software Units

The following software units are required to run the Lead and Opportunity Management scenario.

Mandatory:

■ CRM Application Server ABAP

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.53

Optional:

■ SAP Content Server 6.40

3.5.5 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:

■ CRM Application Server ABAP

■ EHP1 for SAP Netweaver 7.0

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP 4

Minimum version: SAP ERP 6.0 (this version does not contain product configuration and

extensibility functions)

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■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.53

Optional:

■ CRM Application Server JAVA

Required for Managing Catalog Content in CRM and Interactive Configuration

■ SAP SCM

Recommended version: SAP SCM 7.0

Minimum version: SAP SCM 5.0

3.5.6 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 business scenarios:

■ Telesales (see IC Sales with CRM Sales Order [page 52])

■ CRM Web Channel (see Quotation and Order Management in CRM Web Channel [page 85])

■ Mobile Sales (see Field Quotation and Order Management with CRM Mobile Sales [page 46])

Software Units

The following software units are required to run the Quotation and Order Management in CRM (with CRM

Billing and Rebates) scenario.

Mandatory:

■ CRM Application Server ABAP

Optional:

■ CRM Application Server Java (Usage Types AS-Java and JCRM)

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

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Minimum version: BI CONT 3.53

3.5.7 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 business scenarios:

■ Telesales (see IC Sales with CRM Sales Order [page 52])

■ CRM Web Channel (see Quotation and Order Management in CRM Web Channel [page 85])

■ Mobile Sales (see Quotation and Order Management with CRM Mobile Sales [page 46])

Software Units

The following software units are required to run the Quotation and Order Management in CRM (with ERP

Billing) scenario.

Mandatory:

■ CRM Application Server ABAP

Optional:

■ SAP Content Server 6.40

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

Required for Billing in ERP and Outbound Processing Without WM

■ SAP NetWeaver Business Warehouse

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.51

Required for Sales Quotation and Order Analysis in CRM

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.53

3.5.8 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:

■ CRM Application Server ABAP

3.5.9 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:

■ CRM Application Server ABAP

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.50

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.53

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 Enterprise 47X110

For Account Planning in CRM, SAP R/3 4.6C SP 53 or higher is required (see SAP Note 1061455).

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3.6 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 73]

■ Complaints and Returns Management [page 74]

■ In-House Repair [page 75]

■ IT Service Management [page 76]

■ Recall Management [page 76]

■ Service Contract Management [page 77]

■ Service Order Management [page 78]

■ Service Order Management with ERP Billing [page 79]

■ Service Order Management with External Resource Procurement [page 79]

■ Service Planning [page 80]

■ Usage-Based Service Contract Management [page 81]

3.6.1 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:

■ CRM Application Server ABAP

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.50

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.53

3.6.2 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:

■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

Optional:

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■ CRM Workforce Deployment

Required for appointment scheduling

● WFMCORE 200 SP13

● LCAPPS_2005_700 Add-On (see also SAP Note 1246105)

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.50

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.53

■ SAP SCM 5.0

Required for Inbound/Outbound Processing

3.6.3 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:

■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.50

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.53

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3.6.4 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:

■ CRM Application Server ABAP

■ EHP1 for SAP Netweaver 7.0

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.50

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.53

3.6.5 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:

■ CRM Application Server ABAP

■ SAP SCM 5.0

■ SAP ERP 6.0

Optional:

■ SAP NetWeaver Business Warehouse (BW)

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Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.50

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.53

3.6.6 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

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:

■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

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■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 7.02

3.6.7 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.

Software Units

The following software units are required to run the Service Order Management scenario.

Mandatory:

■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP4

Minimum version: SAP R/3 4.6C SP 53

Optional:

■ CRM Application Server Java

Required for using product configuration

■ CRM Workforce Deployment

Required for Service Resource Planning in CRM

No CRM Java components are required for Service Resource Planning in CRM. For these processes you

require the following:

● WFM Core Add-on 200 SP13

● CPRXRPM 400

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 7.02

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3.6.8 Service Order Management with ERP Billing

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. With this business scenario, you set up the transfer of service billing data

to SAP ERP accounting, where the data is processed and posted.

Software Units

The following software units are required to run the Service Order Management with ERP Billing scenario.

Mandatory:

■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP4

Minimum version: SAP ERP 2004

Optional:

■ CRM Application Server Java

Required for using product configuration

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 7.02

3.6.9 Service Order Management with External Resource Procurement

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. It allows you to set up procurement of external services planned for

service orders or in-house repair orders.

Software Units

The following software units are required to run the Service Order Management with External Resource

Procurement scenario.

Mandatory:

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■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP4

Minimum version: SAP ERP 2004

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 7.02

3.6.10 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:

■ CRM Application Server ABAP

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP4

Minimum SAP ERP version: SAP R/3 4.6C SP 53

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

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■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 7.02

■ 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

3.6.11 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:

■ CRM Application Server ABAP

■ SAP ERP

Recommended SAP ERP version: SAP ERP 6.0 EHP4

Minimum SAP ERP version: SAP R/3 4.6C SP 53

Optional

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 7.02

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3.7 Web Channel

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 82]

■ Catalog Management in CRM [page 83]

■ Complaints and Returns Management in CRM Web Channel [page 83]

■ Contract Management in CRM Web Channel [page 84]

■ Quotation and Order Management in CRM Web Channel [page 85]

■ Service Request Management [page 86]

■ Solution Assistance [page 86]

■ Web Auctions: Auctioning via Web Shop [page 87]

■ Web Auctions: Selling via eBay in CRM [page 87]

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.

3.7.1 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:

■ CRM Application Server ABAP

■ CRM Application Server Java

Optional:

■ SAP NetWeaver Business Warehouse (BW) (required for Campaign Analysis)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

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Minimum version: SAP_BW 3.5

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.52

3.7.2 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 ABAP

■ CRM Application Server Java (required for Product Configuration and Product Catalog)

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

3.7.3 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:

■ CRM Application Server ABAP

■ CRM Application Server Java

Optional:

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■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 7.02

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Required for using the product catalog

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

■ SAP SCM 5.0 (required for Inbound and Outbound Processing)

3.7.4 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:

■ CRM Application Server ABAP

■ CRM Application Server Java

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.0B

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

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3.7.5 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:

■ CRM Application Server ABAP

■ CRM Application Server Java

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0 EHP4

EHP4 is needed for: Quotation Processing with ERP Quotation in CRM and for Sales Order Processing B2B with

ERP Sales Order in CRM Web Channel

Minimum version: SAP R/3 4.6C SP 53

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 3.5

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 3.52

■ SAP SRM Server 6.0 or higher

Required for Sales Order Processing One-Step-Business in CRM Web Channel (has to be installed by the EBP

vendor)

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3.7.6 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:

■ CRM Application Server ABAP

■ CRM Application Server Java

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Optional:

■ SAP NetWeaver Business Warehouse (BW)

Recommended version: SAP_BW 7.01 (EHP1 for SAP NetWeaver 7.0)

Minimum version: SAP_BW 7.00 (SAP NetWeaver 7.0)

■ BI Content

Recommended version: BI CONT 7.04

(BI CONT 7.04 dependencies: SAP NetWeaver 7.0 SP16 minimum/SP17 recommended (including

SAP_BW SP18) or EHP1 for SAP NetWeaver 7.0 SP02 (including SAP_BW 7.01 SP02)

Minimum version: BI CONT 7.02

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

3.7.7 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

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.

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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:

■ CRM Application Server ABAP

■ CRM Application Server Java

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

3.7.8 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:

■ CRM Application Server ABAP

■ CRM Application Server Java

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP53

3.7.9 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.

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.

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Software Units

The following software units are required to run the Web Auctions: Selling via eBay in CRM scenario.

Mandatory:

■ CRM Application Server ABAP

■ CRM Application Server Java

■ SAP NetWeaver Search and Classification (TREX) 7.1, latest revision

Optional:

■ SAP ERP

Recommended version: SAP ERP 6.0

Minimum version: SAP R/3 4.6C SP 53

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4 Solution-Wide Topics

4.1 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 9:

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

■ Design Time Repository (DTR): versioning source code management, distributed development of

software in teams, transport and replication of sources

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■ 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 at SAP NetWeaver Developer's Guide

Fundamentals Using Java SAP NetWeaver Development Infrastructure .

For more information about setting up your NWDI landscape, see the documentation in SAP Library

at SAP NetWeaver Developer's Guide Fundamentals Using Java Working with the SAP NetWeaver Development

Infrastucture Administration of the Development Infrastructure 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 .

4.2 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 Information

For more information, see SAP Library at SAP NetWeaver SAP NetWeaver by Key Capability Solution Life

Cycle Management SAP Solution Manager Customizing Synchronization Customizing Scout .

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4.3 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 SAP CRM at SAP Customer Relationship Management Basic

Functions UI Framework and Configuration Application Enhancement Tool .

4.4 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 at SAP Customer Relationship Management Basic Functions

Enhancements with the Easy Enhancement Workbench in SAP CRM .

4.5 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.

4.6 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.

4.7 Shared Services

You normally run shared services on central systems in your system landscape. For SAP NetWeaver,

there are the following features that could be used to implement shared services:

■ SAP Solution Manager

Used to implement, train, test, maintain, monitor, administer, control change, and manage

incidents in your SAP solution system landscape (open end-to- end application management).

As of SAP Solution Manager 7.0 (4.0) Support Package 15, SAP Solution Manager has become the

platform for SAP's end-to-end solution operations strategy: Functions for complete application

management have been combined with administrative tools, and have been merged in newly

created, role based work centers.

NOTE

Note that you require an SAP Solution Manager system (minimum release 3.2 SP8) to install

or upgrade to SAP NetWeaver 7.0. An SAP Solution Manager system is required to generate

the SAP Solution Manager key needed during the installation or upgrade process. Without

this key, the installation or upgrade process cannot continue. For more information, see SAP

Note 805390.

To simplify the software maintenance procedure for your support staff and thus reduce your

cost of operations, all corrective software packages, including Support Packages (Stacks) for

SAP NetWeaver 7.0 and subsequent versions (as well as all applications that are based on this

software) are available exclusively through the Maintenance Optimizer in SAP Solution

Manager as of April 2, 2007. For more information, see http://service.sap.com/

solutionmanager Functions in Detail Support Area Maintenance Optimizer .

■ Solution Manager Diagnostics

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An integral part of SAP Solution Manager that runs as a Java application on the Java stack of SAP

Solution Manager 7.0. It is used to analyze the root cause of incidents in your landscape in an

efficient and safe way. Before Go-Live, Solution Manager Diagnostics has to be set up and made

accessible remotely.

■ SAP NetWeaver Administrator

SAP NetWeaver Administrator is the central administration component, which is used for

monitoring and administering Java applications. It is included in SAP NetWeaver systems with AS

Java. For SAP NetWeaver 7.0, SAP NetWeaver Administrator is focused on Java and is used in

combination with SAP Visual Administrator.

SAP NetWeaver Administrator exists in the following flavors:

● A local mode, which runs out of the box and which focuses on administering the underlying

SAP NetWeaver AS Java

● A central mode, which has to be configured before use, and which deals with the system

landscape management

SAP has decided to merge the central mode of SAP NetWeaver Administrator into the new work

centers available as of SAP Solution Manager 7.0 SP 15. Thus, it can be used in an administrative

context together with non-Java— based administration tools. Although the central mode of SAP

NetWeaver Administrator is still available for some time, SAP does not develop this tool any further.

SAP focuses on optimizing the administrative work centers of SAP Solution Manager instead.

The local mode of SAP NetWeaver Administrator stays untouched: It is available for current and

future releases of SAP NetWeaver. As of SAP NetWeaver 7.1, it fully replaces SAP Visual

Administrator as the common tool for day-to-day administration. Moreover, depending on the

usage type, it will be enhanced by additional functions.

■ Alert Monitor

If your system landscape only consists of ABAP components, use the alert monitor included in AS

ABAP (transaction RZ20) as the central tool for monitoring your entire system landscape. If

malfunctions or problems occur, alerts are generated. These alerts are displayed in various monitors

in a tree structure, and you can assign auto-reactions to them. In this way, you are informed quickly

and reliably about an alert – even if you are not working in the alert monitor at that time.

■ SAP Central Process Scheduling by Redwood

SAP Central Process Scheduling application by Redwood enables central job scheduling and job

monitoring of current and old releases of AS ABAP systems (as of Basis Release 3.1). This application

is fully integrated in SAP NetWeaver. Depending on the business needs, SAP business applications

are the initial trigger for scheduled activities. You can now manage jobs and job chains conveniently

using a graphical user interface.

■ System Landscape Directory

The System Landscape Directory is the central directory of system landscape information relevant

for the management of your software life-cycle. It contains a description of your system landscape

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(that is, software components that are currently installed) and a repository of software components

that can theoretically be installed in your landscape (such as the software components available

from SAP).

■ Software Lifecycle Manager

The Software Lifecycle Manager simplifies software logistics tasks (such as the installation of

Support Packages) in your system landscape. It does this by providing services to SAP Solution

Manager and as a result helps in managing the life cycle of your SAP solutions and products. The

Software Lifecycle Manager provides the most important services out of the box. In other words,

no configuration or operation effort from your side is required to profit from these services in your

landscape.

For information about further services provided by the Software Lifecycle Manager, see the

http://help.sap.com/nw70 SAP NetWeaver 7.0 Library <Language> SAP NetWeaver by Key

Capability Solution Life Cycle Management by Key Capability Software Life Cycle Management Software

Lifecycle Manager .

■ Adaptive Computing Controller

The Adaptive Computing Controller enables users to control an adaptive computing landscape

from a single point through observation, operation, and dynamic resource distribution. With

adaptive computing, hardware, software, and system services are able to adapt to changing business

needs. In the Adaptive Computing Controller, the runtime data of logical and physical landscapes

can be monitored, application services can be started/stopped/relocated, and hardware resources

can be assigned to application services. The operation can also be mass executed and be planned as

tasks to be executed.

4.7.1 Use Cases

You can use the aforementioned features for use cases that are normally performed centrally. This

section describes these use cases.

4.7.1.1 End-to-End Solution Operations

Running business applications through their complete life cycle is a challenge. Therefore, SAP provides

the Run SAP methodology for implementing End-to-End Solution Operations. Based on a set of SAP

standards, a roadmap, and a package for training and certification, Run SAP helps customers to facilitate

End-to-End Solution Operations.

You can download the SAP standards for Solution Operations from SAP Service Marketplace at http://

service.sap.com/supportstandards. They describe roles customers typically have in their IT

environment. For optimal role support, SAP has grouped existing and new functions in SAP Solution

Manager work centers as of SAP Solution Manager 7.0 Support Package 15. Operations aspects are fully

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covered by adding administrative functions for SAP NetWeaver as well. Work centers are ABAP Web

Dynpro-based applications. They offer the following advantages:

■ Easy to use, similar look and feel

■ Context transfer while jumping from one work center into another

■ Logical grouping of tools for a certain area

■ Simple authorization concept

■ Easy to expand

Each IT role belongs to one or more work centers. For instance, the Technical Administrator IT role is

covered by the work centers for System Monitoring, System Administration, and Landscape Management.

The following work centers are available as of SAP Solution Manager 7.0 Support Package 15:

■ Solution Landscape/Operation Setup

■ Change Management

■ Incident Management

■ Service Delivery

■ Business Process and Interface Monitoring

■ Job Schedule Management

■ System Monitoring

■ System Administration

■ Diagnostics: Root Cause Analysis

■ Implementation & Upgrade

■ System Landscape Management

Further work centers are planned for the future.

4.7.1.2 Support Infrastructure

A key requirement for effective support of IT solutions is the ability to perform root cause analysis with

speed and efficiency.

SAP Solution Manager is a well-established infrastructure for SAP ABAP applications that efficiently

supports SAP solutions. This helps ensure the high availability and smooth running of business

processes. For more information, see the SAP Solution Manager section.

With Solution Manager Diagnostics, this knowledge has been extended to Java applications. If there are

problems with the performance of iViews in SAP NetWeaver Portal, or if homegrown Java applications

cause instability, Solution Manager Diagnostics helps trace the cause to eradicate the problem rapidly.

Solution Manager Diagnostics is fully integrated into SAP Solution Manager 7.0. Solution Manager

Diagnostics also contains the following third-party tools:

■ WilyTech Introscope for measuring performance, as well as troubleshooting problems of AS Java

and applications running on it

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■ Mercury Loadrunner, which enables SAP Support to produce a defined load in the SAP solution

landscape remotely.

For more information, see the Solution Manager Diagnostics section.

The support infrastructure provides SAP Support with safe access to your productive landscape for safe

root cause analysis, so ensuring that SAP Support does not change your landscape inadvertently. You

require a support infrastructure to run SAP NetWeaver.

Landscape Aspects

■ If you run pure ABAP system landscapes, you have to use SAP Solution Manager as a central support

platform.

■ If you use Java productively (for example, if you are using EP, PI, Web Dynpro,or SAP ESS/MSS as

part of the SAP ERP 2005 application), besides SAP Solution Manager, you have to set up Solution

Manager Diagnostics for supportability reasons.

Only valid for: Installation |

Implementation Sequence

The following table shows an overview of the required implementation steps:

No.Action[Corresponding Documentation] Remarks and Subsequent Steps

1 Install SAP Solution Manager 7.0 (includes Solution Manager Diagnostics)[Master Guide – SAP Solution Manager available on SAP Service Marketplace at http://

service.sap.com/instguides SAP ComponentsSAP Solution Manager Release 7.0 ]

2 Install the Diagnostic Agent where required: ■ SAP NetWeaver 7.0 installations before SAP

NetWeaver 7.0 SR3: install the Diagnostic Agent on each host that you want to monitor.

■ SAP NetWeaver 7.0 SR3 and higher: install the Diagnostic Agent in systems based on AS ABAP only inthird-party-software systems. SAP NetWeaver systems that include AS Java automatically include the Diagnostics Agent.

[Diagnostics Agent Setup Guide available on SAP Service Marketplace at http://

service.sap.com/diagnostics ]

The Diagnostics Agent delivers data to the central monitoring system.

3 If required, make sure that you have a System Landscape Directory [page 106] running in your system landscape.

4 If required, install Wily Introscope.

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No.Action[Corresponding Documentation] Remarks and Subsequent Steps[Root Cause Analysis Installation and Upgrade Guide available on SAP Service Marketplace at http://service.sap.com/diagnostics ]

5 If you have installed Wily Introscope, install Wily Agent on each SAP NetWeaver component host that runs AS Java.

7 Configure SAP Solution Manager and Solution Manager Diagnostics.

Solution definitions in SAP Solution Manager are a prerequisite for the configuration of Solution Manager Diagnostics.

8 Perform the supportability setup.[Root Cause Analysis Installation and Upgrade Guide available on SAP Service Marketplace at http://service.sap.com/diagnostics ]

End of: Installation |

Only valid for: Upgrade |

Upgrade Sequence

Since Solution Manager Diagnostics and SAP NetWeaver Administrator are fully integrated into the

SAP Solution Manager work centers as of SAP Solution Manager 7.0 Support Package 15, proceed as

follows:

No.Action[Corresponding Documentation] Remarks and Subsequent Steps

1 Upgrade SAP Solution Manager 4.0 (includes Solution Manager Diagnostics)[Master Guide – SAP Solution Manager available on SAP Service Marketplace at http://

service.sap.com/ instguides SAP ComponentsSAP Solution Manager Release 4.0 ]

2 Install the Diagnostic Agent on each SAP NetWeaver component host that you want to monitor:[Diagnostics Agent Setup Guide available on SAP Service Marketplace at http://

service.sap.com/ diagnostics ]

The Diagnostics Agent delivers data to the central monitoring system.

3 If required, make sure that you have a System Landscape Directory [page 106] running in your system landscape.

4 If required, install Wily Introscope.[Root Cause Analysis Installation and Upgrade Guide available on SAP Service Marketplace at http://service.sap.com/ diagnostics ]

5 If you have installed Wily Introscope, install Wily Agent on each SAP NetWeaver component host that runs AS Java.

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No.Action[Corresponding Documentation] Remarks and Subsequent Steps

6 Configure SAP Solution Manager and Solution Manager Diagnostics.

Solution definitions in SAP Solution Manager are a prerequisite for the configuration of Solution Manager Diagnostics.

7 Perform the supportability setup.[Root Cause Analysis Installation and Upgrade Guide available on SAP Service Marketplace at http://service.sap.com/ diagnostics ]

End of: Upgrade |

4.7.1.3 Central Administration and Monitoring of SAP NetWeaver

Whereas the support infrastructure is focused on the support role, which guarantees remote

accessibility and safe root cause analysis without making any changes, the focus of the central

administration and monitoring infrastructure is to efficiently support the daily tasks of customer

administrators (for example, monitoring, starting and stopping applications or instances, automation,

and configuration).

NOTE

As of SAP Solution Manager 7.0 Support Package 15, almost all functions described below can be

performed centrally from a single SAP Solution Manager system. They are included in the new

work centers [page 95].

The newest versions of SAP Adaptive Computing Controller, which runs on SAP NetWeaver 7.1,

and the newest versions of SAP Central Process Scheduling are not accessible from the work centers

for high availability reasons.

The daily administration tasks are currently safeguarded by the following features and services:

■ SAP NetWeaver Administrator for central administration and monitoring

■ SAP Central Process Scheduling, which enables central job scheduling and job monitoring for

current and old releases of AS ABAP systems (as of Basis Release 3.1). The newest version of the

scheduler runs as a fully integrated part of SAP NetWeaver. In this version, depending on business

needs, SAP business applications can act as the initial triggers for scheduled activities. Jobs and job

chains can now be handled conveniently in a graphical UI. For more information about job

scheduling, see SAP Developers Network at http://sdn.sap.com/irj/nw-scheduling.

■ IT Reporting

It is essential for most customers to be able to analyze SAP NetWeaver with respect to service level

agreements. In the past, this was done using expensive, third-party tools. Now customers can

collect landscape-wide monitoring information centrally and forward this information to SAP

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Business Intelligence for powerful history or forecast analysis. Results can be presented in a

convenient Web-based format.

Moreover, highly detailed statistics information from all parts of the landscape (ABAP and Non-

ABAP components) is forwarded to SAP Business Intelligence. This offers detailed drill-down

opportunities in case of low system performance. For more information, see SAP Developers

Network at http://sdn.sap.com/irj/sdn/operations.

■ History and forecast analysis using CCMS, together with the powerful reporting engine of SAP

Business Intelligence

CCMS is included in SAP NetWeaver systems with usage type AS ABAP. CCMS provides alert

monitoring of both Java and ABAP parts, performance history, and performance statistics.

■ In the back end, the familiar CCMS agents are used for data provisioning. There is no need to

handle the productive components directly. For more information about the CCMS agents, see

SAP Developers Network at http://sdn.sap.com/irj/sdn/operations.

■ SAP NetWeaver enables adaptive computing, where hardware, software, and system services are

able to adapt to changing business needs. SAP NetWeaver provides the platform for users to run

any service, anytime, on any server. It also provides a central point of control for flexible computing-

resource assignment, the Adaptive Computing Controller, which is a shared service.

The Adaptive Computing Controller enables users to control the whole landscape from a single

point through observation, operation, and dynamic resource distribution. The runtime data of

logical and physical landscapes can be monitored, application services can be started, stopped, and

relocated, and hardware resources can be assigned to application services. The operation can also

be executed on a mass scale and be planned as tasks to be executed.

For more information about Adaptive Computing, see SAP Service Marketplace at http://

sdn.sap.com/irj/sdn/adaptive.

■ System Landscape Directory as a complete landscape directory

Landscape Aspects

■ We recommend that you use the new work centers, which are part of SAP Solution Manager 7.0

SP15.

However, you can also access all functions described here individually.

■ If you run pure ABAP system landscapes, use SAP Solution Manager for central monitoring. There

is no need to implement System Landscape Directory for administration and monitoring purposes

in this case.

■ If you use Java productively (for example, if you are using EP, PI, Web Dynpro, or SAP ESS/MSS as

part of the SAP ERP 2005 application), we recommend that you also set up a non-productive version

of the SAP System Landscape Directory in SAP Solution Manager. This non productive version is

then continuously updated with data from the productive SLDs using bridge forwarding. The new

work centers offer many functions for monitoring and administering Java.

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■ Install the newest versions of SAP Central Process Scheduling and SAP Adaptive Computing

Controller on separate systems.

■ The more functions you use in SAP Solution Manager, the more you need to rank it as mission

critical. Depending on your business needs, you should set up SAP Solution Manager itself as a

high availability system.

Implementation Sequence

SAP NetWeaver administration tools and their implementation are covered by the SAP NetWeaver

Operations IT scenario.

4.7.1.4 Collection of Landscape Data

The support infrastructure and the SAP NetWeaver administration tools rely on system landscape data.

With regard to the management of this landscape data, we need to distinguish between two cases:

1. If the landscape consists of ABAP components only, SAP Solution Manager can collect all required

landscape data. You do not need to implement the System Landscape Directory for the collection

of landscape data in this case, but we highly recommend it.

2. If there are non-ABAP components in the solution landscape, the System Landscape Directory is

mandatory. The landscape data that is automatically gathered by the System Landscape Directory

is replicated to SAP Solution Manager.

The System Landscape Directory has several topology options. They offer different levels of

availability at the expense of low administration and operation effort. As a result, there is no generic

rule on how to set up the SLD in your system landscape.

For more information, see the System Landscape Directory section.

4.7.1.5 Authentication and Single Sign-On

Before implementing your system landscape, plan how to implement authentication and how to

integrate different systems into a Single Sign-On landscape. Single Sign-On reduces complexity for end

users, saving them valuable time, while also reducing administration effort for resetting passwords,

which helps reduce TCO.

Once you have logged on to the portal where authentication takes place, all systems in the landscape

– no matter whether they are based on AS ABAP, AS Java, or both – can be accessed.

For more information, see the Authentication and Single Sign-On IT scenario.

4.7.1.6 Integrated User and Access Management

In a system landscape containing a combination of ABAP and Java components, we recommend that

you integrate your user and access management. This enables you to use the same user data across

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different systems, administer this data centrally, and control access to data. SAP's mature, fine-grained

authorization concept allows detailed control of access rights. SAP NetWeaver provides both ABAP and

Java-based user management solutions. The user management solution, which you use to administer

your user data, depends on factors such as the type of systems that are running in your landscape.

If you want to use central user administration, we recommend that you run it in a non production

system. If you have not already set up central user administration in a dedicated system, then implement

it in the SAP Solution Manager system.

For more information, see the Integrated User and Access Management IT scenario.

4.7.1.7 Creating Interactive Forms and Print Forms

You can use SAP Interactive Forms by Adobe to create interactive forms and print forms for optimizing

your form-based business processes. This solution uses the Portable Document Format (PDF) and

software from Adobe Systems Inc. (Adobe document services and Adobe LiveCycle Designer) that has

been integrated into the SAP environment.

You can create interactive forms in PDF format that allow users to fill out the form on the screen and

save their entries in XML format in the form. When the SAP system receives the PDF form, it extracts

the data saved in the form and can process it further. You can also merge a form template with current

system data to generate a PDF document that you can print out or send by e-mail.

NOTE

In certain circumstances, you require a license for interactive forms. For more detailed

information, read SAP Note 750784.

For more information, see the Adobe Document Services section.

4.7.2 Examples of the Overall System Landscape of Shared Services

This section provides examples of how you can set up shared services depending on the system landscape

for which they are intended. The following examples aggregate the landscape aspects given in the Use

Cases section.

NOTE

The following sections and the illustration do not show information about the life cycle of shared

services. For example, you may also need a development and test/quality assurance system for

SAP Solution Manager. You should consider this aspect, in addition to the information provided

in this section based on your requirements.

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Pure ABAP Landscape

If you run a pure ABAP system landscape, you have to use SAP Solution Manager as the central

monitoring and support platform. Monitoring can be performed using the Alert Monitor (transaction

RZ20). However, we recommend that you use the SAP Solution Manager work centers. You do not

need to use the System Landscape Directory.

Small and Medium-Sized Customer Landscapes with Java

If you use Java productively (for example, if you are using EP, PI, Web Dynpro, or SAP ESS/MSS as part

of the SAP ERP 2005 application), you have to set up additional components (besides SAP Solution

Manager) for optimal monitoring, administration, and support. Solution Manager Diagnostics and the

central mode of SAP NetWeaver Administrator are already fully integrated into SAP Solution Manager

7.0 as the central operations hub.

We recommend that you set up and operate the system that hosts your productive SAP Central Process

Scheduling application as a mission critical system. Do not install SAP Central Process Scheduling in

the SAP Solution Manager system.

In the SAP Solution Manager system, you should set up a local System Landscape Directory in addition

to a central runtime System Landscape Directory. This creates a clear separation between your

management system (SAP Solution Manager) and managed systems in your landscape. For more

information about this setup, see the Planning Guide - System Landscape Directory.

If you want to use a central system for Adobe document services, we recommend that you install a

dedicated system for this purpose in your production environment. For more information about the

sizing of the system for the different use cases, see the Sizing Guide for Adobe document services at SAP

Service Marketplace at http://service.sap.com/sizing Sizing Guidelines Solutions & Platform .

We recommend that you start with this centralized SAP Solution Manager approach as depicted in the

following figure:

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Figure 10: Single SAP Solution Manager Landscape

Large Customer Landscapes with Java

Large customers who have environments in their landscape that are large and distributed, administered

by different groups, or separated for security reasons, can consider a distributed operations setup. In

addition to the centralized setup described for small and medium-sized customers above, large

customers can put parts of the central management functions on extra hosts or systems for performance

or policy reasons.

■ You can set up an extra system or client for central user administration (CUA).

■ The Change and Transport System (CTS) can be run on an extra system. However, it is not

performance-intensive or data-intensive.

■ You can set up an extra system for central CCMS monitoring. Depending on the Customizing and

the landscape size, central CCMS might generate a high system load. You can connect a separate

central CCMS to SAP Solution Manager for displaying alerts in the alert inbox of the System

Monitoring work center.

■ You can use a separate SAP NetWeaver system with usage type BI together with SAP Solution

Manager. This might be worthwhile with respect to the amount of landscape management data

that is stored for reporting purposes. The amount of data strongly depends on the data granularity,

storage time frame, and landscape size.

■ You can easily put Wily Introscope Enterprise Manager on a separate host.

Other aspects described above for small and medium-sized customers (such as the setup of the System

Landscape Directory) are also valid for large customers.

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4.7.3 Feature Details

This section provides further information about the features described above.

4.7.3.1 SAP Solution Manager

SAP provides you with SAP Solution Manager as the strategic application management and operations

solution and to enable the collaboration between you and SAP. You need to install at least one SAP

Solution Manager in your system landscape. To ensure the availability of this application management

solution, an SAP Solution Manager system (minimum release 3.2 SP8) is required to install or upgrade

to SAP NetWeaver 7.0. If you are already using an SAP Solution Manager, you can also use it to manage

the solution that you build with SAP NetWeaver. In this case, we highly recommend that you update

SAP Solution Manager to the latest version.

As of SAP Solution Manager 7.0 SP15, you can use the new work centers.

NOTE

During the SAP NetWeaver 7.0 installation or upgrade process, you are prompted to enter the

SAP Solution Manager key. An SAP Solution Manager system is required to generate this key.

Without this key, the installation or upgrade process cannot continue.

You can generate all required keys for your entire system landscape (development, quality

assurance, and production system) in one SAP Solution Manager system. If you plan to install

several solution landscapes (for example, in different countries), one SAP Solution Manager

system is still sufficient.

For more information, see SAP Note 805390.

It is possible to install multiple SAP Solution Managers. If you do so, each SAP Solution Manager should

host a separate business solution.

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

component. Instead, you can operate a 2-system landscape with a test environment and production

environment of SAP Solution Manager (especially if you are using time-critical functions like Support

Desk). If you also develop your own content, a 3-system landscape with a development, test, and

production environment is recommended.

For more information about SAP Solution Manager, see the following table:

Topic Where to Find More Information

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

Master Guide – SAP Solution Manager available on SAP Service Marketplace at http://service.sap.com/

instguides SAP Components SAP Solution Manager<Release>

Benefits and usage scenarios SAP Solution Manager – Learning Maps available on SAP Service Marketplace at http://

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Topic Where to Find More Informationservice.sap.com/rkt-solman or https://

service.sap.com/solutionmanager

Additional information See SAP Service Marketplace at http://

service.sap.com/solutionmanager

4.7.3.2 Solution Manager Diagnostics

Solution Manager Diagnostics provides efficient and safe root-cause analysis of incidents in customer

solutions powered by SAP NetWeaver. It can help monitor operating systems, databases, Java application

activities, performance, and logs. It also supports the reporting of software and configuration changes

that can lead to malfunctions and errors.

You must run Solution Manager Diagnostics within your SAP solution landscape, if you are running

applications based on SAP NetWeaver systems with usage type AS Java. Agents are responsible for

delivering the data from all productive hosts within your system landscape to the Solution Manager

Diagnostics system.

CAUTION

SAP Support performs root-cause analysis on incoming incidents with Solution Manager

Diagnostics. Not installing and configuring this support infrastructure results in a dramatically

reduced service level.

Solution Manager Diagnostics is fully integrated into SAP Solution Manager 7.0.

Solution Manager Diagnostics also contains Wily Introscope (Display, Server, and Agent part) for

measuring performance and for troubleshooting problems of Non-ABAP applications. Wily Introscope

is frequently used for troubleshooting applications running on AS Java.

SAP has signed a distribution agreement for Wily Introscope. SAP customers are allowed to use this

tool in a preconfigured way.

For more information about Solution Manager Diagnostics and an FAQ list, see SAP Service Marketplace

at http://service.sap.com/diagnostics.

4.7.3.3 System Landscape Directory

Today’s system landscapes consist of several distributed software components with different platform

dependencies, different interfaces, and different requirements for installation and change management.

An overall concept is required that facilitates the implementation, upgrade, and maintenance of your

system landscapes – including the SAP NetWeaver system landscape you are installing. This is where

the System Landscape Directory (from now on abbreviated as SLD) comes into play.

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NOTE

Note that the abbreviation SLD is not intended to define a product, since the System Landscape

Directory is part of SAP NetWeaver. This abbreviation is solely intended to improve readability.

The System Landscape Directory of SAP NetWeaver (SLD) serves as a central information repository

for your system landscape. A system landscape consists of hardware and software components that

depend on each other with regard to installation, software updates, and demands on interfaces.

Information in the SLD is used by various SAP tools, for example, for planning and performing upgrades

to the system landscape, finding destination information for ABAP systems and Web services (Web

Dynpro Java), and for maintaining information used by the SAP NetWeaver Development

Infrastructure (NWDI) and Process Integration (PI).

The SLD gathers information from the landscape: Technical systems use SLD’s self-registration, SAP

Component Repository content is imported; based on this information manual content (mainly

business systems for PI and landscapes) is created. The SLD provides the following features:

■ The SLD stores information about all installable and installed components of a system landscape

and their host systems based on the standard Common Information Model (CIM).

■ SAP provides both a Web-based UI for interactive access and client APIs for programmatic access

in ABAP and Java.

■ SAP provides up-to-date information about installable SAP software and their dependencies on

SAP Service Marketplace to be imported into the SLD.

■ The SLD allows name reservation in the NWDI such as development component or Java package

names

■ The SAP NetWeaver Process Integration uses the SLD to store information about business systems,

which are logically connected to technical systems.

If there are non-ABAP components in the solution landscape, the System Landscape Directory is

mandatory. If your system landscape consists of ABAP components only, there is no need to implement

the System Landscape Directory since SAP Solution Manager can collect all required landscape

information. However, we highly recommend to use the System Landscape Directory.

The System Landscape Directory is part of SAP NetWeaver 7.0. It is automatically included in every SAP

NetWeaver 7.0 system with usage type AS Java. During the installation of a system with usage type Java

you decide whether you want to use this local SLD or whether you want to register the system to an

existing central SLD. To start operating the System Landscape Directory in one of your systems, you

simply have to perform some quick and easy configuration steps in the relevant system.

We recommend that you use a DNS alias so that you are able to switch to another System Landscape

Directory easily.

EXAMPLE

If customers build a new landscape, they normally start with a sandbox environment. Over time,

more and more environments are set up. Once the production environment is in place, move

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the System Landscape Directory there. To do this, you can configure a new System Landscape

Directory in the production environment, synchronize it manually with the old System

Landscape Directory (export/import), and switch to the new one.

NOTE

The System Landscape directory of SAP NetWeaver 7.0 is compatible with old System Landscape

Directory versions. After the installation, you can migrate the System Landscape Directory data

to an SAP NetWeaver 7.0 System Landscape Directory.

Topology

The System Landscape Directory offers several topology options with different grades of availability at

the expense of low administration and operation effort. Therefore, there is no generic rule for setting

up a System Landscape Directory in your system landscape. To find the topology and synchronization

strategy for the System Landscape Directory that fits your requirements concerning the System

Landscape Directory availability (and hence, the availability of the applications that rely on it), see the

documentation Planning Guide – System Landscape Directory available in SAP Developers Network at http://

sdn.sap.com/irj/sdn/nw-sld.

Implementation Sequence

Perform the following steps:

No.Action[Corresponding Documentation] Remarks and Subsequent Steps

1 If required, install the standalone engine gateway on the System Landscape Directory host.

For the data exchange between the data suppliers of ABAP-based systems and the System Landscape Directory, a gateway is required since the data is exchanged using RFC.

2 Configure the System Landscape Directory in the system where you want to run System Landscape Directory.[Post-Installation Guide – System Landscape Directory]

■ For SAP NetWeaver 7.0, the installation procedure offers an option to configure the System Landscape Directory automatically during the installation.

■ If you want to run the System Landscape Directory in a separate system, install an SAP NetWeaver 7.0 system with usage type AS Java according to the Installation Guide – SAP NetWeaver 7.0 <Technology> on <Operating System>: <Database> and perform the automatic configuration of the system landscape directory as part of the standard installation procedure.

3 Download and install the most current SLD content - updated monthly - available on SAP Service Marketplace.[SAP Note 669669]

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4.7.3.4 Adobe Document Services

Adobe document services are included in AS Java. This means that you have to install an SAP NetWeaver

system with usage type AS Java regardless of the development language of your application (ABAP or

Java).

The following Adobe software is included SAP Interactive Forms by Adobe:

■ Adobe LiveCycle Designer

A graphical tool for designing form layouts; it is integrated into SAP NetWeaver Developer Studio

and ABAP Workbench.

■ Adobe Document Services

Web services used to generate the PDF forms at runtime; in interactive scenarios, they extract the

XML data from the form and send it to the system.

On the front end, you require Adobe Acrobat or Adobe Reader. For information about the required

version, see SAP Note 834573.

You can use ADS as a local installation (option A in the following figures) or as a shared service on a

central SAP NetWeaver AS Java (option B in the following figures).

Figure 11: System Landscapes for SAP Interactive Forms in AS ABAP

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Figure 12: System Landscapes for SAP Interactive Forms in AS Java

When you want to implement Adobe Document Services, consider the following system landscape

aspects:

■ Using One ADS Installation from Several Systems

To optimize the use of your system landscape, you can connect several ABAP-based SAP systems

to one SAP NetWeaver AS Java that is running the ADS that generates SAP Interactive Forms output

formats. This setup is suitable for the use of SAP Interactive Forms in interactive scenarios.

NOTE

For SAP NetWeaver 7.0 SP Stack 06 and higher, run both usage types AS ABAP and AS Java in

one system to improve performance for printing scenarios in this system. This precludes the

possibility of using one central ADS for several systems.

As of SAP NetWeaver 7.0 SP Stack 12, this restriction no longer applies. Therefore you can

also improve performance by using one central ADS for several systems.

Ensure that the system running ADS has at least the Support Package level of the systems connected

to it.

■ Using Several ADS Installations from One System

In an ABAP system, it is possible to create connections to several ADS installations through

corresponding RFC destinations.

The ABAP system uses the default ADS destination shipped with SAP NetWeaver. Note that this

configuration is only created by the installer when you install an ABAP+Java dual stack system. If

you install a Java standalone system, this destination is not created automatically. Therefore, if you

choose a setup with several destinations, this needs to be coordinated with the business application

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using a specific ADS installation. This is because the destination needs to be specified explicitly in

the application.

In Java development (Web Dynpro), you can only connect to one ADS installation at a time.

■ Adobe document services currently do not run on all platforms supported by SAP NetWeaver. For

more information, see SAP Note 925741.

■ For more information about the prerequisites for the development of SAP Interactive Forms by

Adobe, see the information on SAP Developer Network at http://sdn.sap.com/irj/sdn/adobe

Installation and Configuration .

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This page is left blank for documents that are printed on both sides.

A Appendix

A.1 List of Documentation

Title Location on SAP Service Marketplace

Cross-Component

Master Guide – SAP NetWeaver 7.0 http://service.sap.com/installNW70

Technical Infrastructure Guide for SAP NetWeaver 7.0 http://service.sap.com/installNW70

CRM Core

Component Installation Guide – SAP CRM 7.0<Technology> on <Platform/OS>: <Database>

For more information, see the documentation at http://service.sap.com/crm-inst SAP CRM 7.0CRM Server and Standalone Components SAP CRM 7.0 -

Installation Documentation

Upgrade Master Guide The upgrade master guide describes the technical upgrade of an installable unit, taking into account the combinations of operating systems and database. It does not describe any business-related configuration. See current version at http://service.sap.com/instguides.

CRM Mobile

Installation Guide – SAP CRM Mobile Client Component 5.0 For more information, see the documentation at http://service.sap.com/crm-inst SAP CRM 7.0CRM Mobile (Laptop)

Installation Guide – Communication Station For more information, see the documentation at http://service.sap.com/crm-inst SAP CRM 7.0CRM Mobile (Laptop)

Installation Guides for Standalone Components

Installation Guide – SAP NetWeaver Search and Classification (TREX) 7.1

http://service.sap.com/trex

Installation Guide – SAP CRM Groupware Connector http://service.sap.com/crm-inst

Installation Guide – SAP Content Server 6.40 http://service.sap.com/installNW70

Installation Guides for Application Systems

Installation Guide – SAP ERP Core Component 6.0 <Technology> on <Operating System>: <Database>

http://service.sap.com/instguides SAP Business Suite Applications SAP ERP

Installation Guide – SAP SCM Server http://service.sap.com/instguides SAP Business Suite Applicationss SAP SCM

SAP Solution Manager

Master Guide SAP Solution Manager http://service.sap.com/instguides SAP Components SAP Solution Manager <Release>

Central Systems

Supportability Setup Guide – Solution Manager Diagnostics http://service.sap.com/instguidesnw70

A Appendix

A.1 List of Documentation

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Title Location on SAP Service Marketplace

Planning Guide – System Landscape Directory http://service.sap.com/sld

Post-Installation Guide – System Landscape Directory http://service.sap.com/instguidesnw70

A.2 List of SAP Notes

The following table lists all SAP Notes mentioned in this Master Guide.

Area SAP Note Number Title

Cross-component 1437046 Release and Information Note for SAP CRM 7.0

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 CRM 3.0, 3.1, 4.0 and 5.0 Support Packages.

Client 1118231 Supported user interfaces for SAP CRM

Client 1278645 SAP CRM 7.0 Internet Browser Releases

Client 1111414 Information about Resource Requirements

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

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.

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

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Area SAP Note Number Title

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.

Trade Promotion Management (TPM)

1078823 Multirender - Multiple planning layouts on one

Trade Promotion Management (TPM)

1083000 Key figure planning — Copy combinations & Distribute

Trade Promotion Management (TPM)

1083926 Enhancements to data_get mechanism of planning

Trade Promotion Management (TPM)

1091796 Planning layout with <div> in lead col not appear in Flex

Trade Promotion Management (TPM)

1094918 Lead column line with level greater than 00 has no parent

Trade Promotion Management (TPM)

1094815 Planning services multi - planning profile change

Trade Promotion Management (TPM)

1094843 Incorrect not-assigned combinations in planning layout

Trade Promotion Management (TPM)

1096994 New render do not put cell read-only based on IT_DATA

Trade Promotion Management (TPM)

1098895 New Render does not clear instance variables causing

Trade Promotion Management (TPM)

1098817 Only display relevant buttons for Flex planning

Trade Promotion Management (TPM)

1098812 Marketing cost planning does not display product in Flex

Trade Promotion Management (TPM)

1099975 Only display relevant buttons for Flex planning

Trade Promotion Management (TPM)

1100211 Change of time of TPM period redistributes plan data

Trade Promotion Management (TPM)

1100130 UPX_KPI_KF_PLEVEL_READ2 FM returns wrong unit and dumps

SAP NetWeaver Business Warehouse

567745 Composite note BW 3.x performance: DB-specific Settings

SAP NetWeaver Business Warehouse

847019 Installation and Upgrade to BI_CONT 7.03

SAP NetWeaver Business Warehouse

153967 SAP BW Release Strategy

SLD 669669 Updating the SAP Component Repository

Process Integration 836200 SAP NetWeaver 7.0: Importing process integration content.

Internet Pricing and Configurator

854170 Switching on component VM Container

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Area SAP Note Number Title

SAP NetWeaver 1080594 Installing CPRXRPM 400 SR1 on Basis Release 700

SAP NetWeaver 1468349 Installation Options with SAP NetWeaver 7.3 (for Java Hubs)This note describes which applications can run on a hub system with SAP NetWeaver 7.3 and as of which start release or SAP Enhancement Package this is possible.

Segmentation 1565886 Missing Number Ranges in Segmentation After Upgrade

A.3 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

A.4 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

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A.3 Related Information

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■ 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.5 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 SAP Solutions SAP Business Suite SAP Customer

Relationship Management

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.

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.

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This page is left blank for documents that are printed on both sides.

B Reference

B.1 The Main SAP Documentation Types

The following is an overview of the most important documentation types that you need in the various

phases in the life cycle of SAP software.

Cross-Phase Documentation

SAPterm is SAP’s terminology database. It contains SAP-specific vocabulary in over 30 languages, as

well as many glossary entries in English and German.

■ Target group:

● Relevant for all target groups

■ Current version:

● On SAP Help Portal at http://help.sap.com Glossary

● In the SAP system in transaction STERM

SAP Library is a collection of documentation for SAP software covering functions and processes.

■ Target group:

● Consultants

● System administrators

● Project teams for implementations or upgrades

■ Current version:

● On SAP Help Portal at http://help.sap.com (also available as documentation DVD)

The security guide describes the settings for a medium security level and offers suggestions for raising

security levels. A collective security guide is available for SAP NetWeaver. This document contains

general guidelines and suggestions. SAP applications have a security guide of their own.

■ Target group:

● System administrators

● Technology consultants

● Solution consultants

■ Current version:

● On SAP Service Marketplace at http://service.sap.com/securityguide

Implementation

The master guide is the starting point for implementing an SAP solution. It lists the required installable

units for each business or IT scenario. It provides scenario-specific descriptions of preparation,

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execution, and follow-up of an implementation. It also provides references to other documents, such

as installation guides, the technical infrastructure guide and SAP Notes.

■ Target group:

● Technology consultants

● Project teams for implementations

■ Current version:

● On SAP Service Marketplace at http://service.sap.com/instguides

The installation guide describes the technical implementation of an installable unit, taking into

account the combinations of operating systems and databases. It does not describe any business-related

configuration.

■ Target group:

● Technology consultants

● Project teams for implementations

■ Current version:

● On SAP Service Marketplace at http://service.sap.com/instguides

Configuration Documentation in SAP Solution Manager – SAP Solution Manager is a life-cycle

platform. One of its main functions is the configuration of business scenarios, business processes, and

implementable steps. It contains Customizing activities, transactions, and so on, as well as

documentation.

■ Target group:

● Technology consultants

● Solution consultants

● Project teams for implementations

■ Current version:

● In SAP Solution Manager

The Implementation Guide (IMG) is a tool for configuring (Customizing) a single SAP system. The

Customizing activities and their documentation are structured from a functional perspective. (In order

to configure a whole system landscape from a process-oriented perspective, SAP Solution Manager,

which refers to the relevant Customizing activities in the individual SAP systems, is used.)

■ Target group:

● Solution consultants

● Project teams for implementations or upgrades

■ Current version:

● In the SAP menu of the SAP system under Tools Customizing IMG

Production Operation

The technical operations manual is the starting point for operating a system that runs on SAP

NetWeaver, and precedes the application operations guides of SAP Business Suite. The manual refers

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users to the tools and documentation that are needed to carry out various tasks, such as monitoring,

backup/ restore, master data maintenance, transports, and tests.

■ Target group:

● System administrators

■ Current version:

● On SAP Service Marketplace at http://service.sap.com/instguides

The application operations guide is used for operating an SAP application once all tasks in the

technical operations manual have been completed. It refers users to the tools and documentation that

are needed to carry out the various operations-related tasks.

■ Target group:

● System administrators

● Technology consultants

● Solution consultants

■ Current version:

● On SAP Service Marketplace at http://service.sap.com/instguides

Upgrade

The upgrade master guide is the starting point for upgrading the business scenarios and processes of

an SAP solution. It provides scenario-specific descriptions of preparation, execution, and follow-up of

an upgrade. It also refers to other documents, such as upgrade guides and SAP Notes.

■ Target group:

● Technology consultants

● Project teams for upgrades

■ Current version:

● On SAP Service Marketplace at http://service.sap.com/instguides

The upgrade guide describes the technical upgrade of an installable unit, taking into account the

combinations of operating systems and databases. It does not describe any business-related

configuration.

■ Target group:

● Technology consultants

● Project teams for upgrades

■ Current version:

● On SAP Service Marketplace at http://service.sap.com/instguides

Release notes are documents that contain short descriptions of new features in a particular release or

changes to existing features since the previous release. Release notes about ABAP developments are the

technical prerequisite for generating delta and upgrade Customizing in the Implementation Guide

(IMG).

■ Target group:

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● Consultants

● Project teams for upgrades

■ Current version:

● On SAP Service Marketplace at http://service.sap.com/releasenotes

● In the SAP menu of the SAP system under Help Release Notes (only ABAP developments)

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