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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
69190 WalldorfGermany
T +49/18 05/34 34 34F +49/18 05/34 34 20
www.sap.com
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Documentation in the SAP Service MarketplaceYou can find this document at the following address: http://service.sap.com/instguides
2011-07-04 PUBLIC 3/124
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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
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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
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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
A Appendix
A.2 List of SAP Notes
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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
A Appendix
A.2 List of SAP Notes
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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
A Appendix
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.
A Appendix
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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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