SAP Infrastructure Requirements to Enable SAP CRM Scenarios

Information for the following list was retrieved from the CRM Master Guides - CRM 7.0 Master Guide and CRM Web Channel E Scenario Interaction Center Management IC Service

Shared Services Center

Partner Channel Management - Account and Contact Management

PCM - Lead and Opportunity Management with Channel Partners

PCM - Partner Management

PCM - Quotation and Order Management

PCM - Service Order Management with Channel Partners

Case Management

Complaints and Returns Management

In-House Repair

IT Service Management

Service Contract Management

Service Order Management

Service Order Management with ERP Billing

Service Order Management with External Resource Procurement

Service Planning

Usage-Based Service Contract Management Web Channel Enablement

Service Request Management

Solution Assistance

SOA - Service Enablement Application Enhancement Tool SAP WebChannel Experience Management

Web Channel Server

Web Channel NWDS Plug-In Web Channel MDM Repository Web Channel XI Content SAP NetWeaver MDM 7.1 SP09 SAP CRM 7.0 EHP2 SP05 or higher SAP ERP EHP5 SP09 of EHP6 SP05 or higher SAP NetWeaver PI 7.3 SAP NetWeaver Search and Classification (TREX) 7.1 SAP NetWeaver Development Studio SAP NetWeaver Development Infrastructure WebChannel Development Workbench Plug-In

SAP CRM Scenarios

RM Master Guides - CRM 7.0 Master Guide and CRM Web Channel Experience Management Master Guide Mandatory Component CRM Application Server ABAP SAP NetWeaver Search and Classification (TREX) 7.1 CRM Application Server ABAP

CRM Application Server ABAP

CRM Application Server ABAP SAP NetWeaver Application Server Java

CRM Application Server ABAP SAP NetWeaver Application Server Java

CRM Application Server ABAP

CRM Application Server ABAP CRM Application Server Java

CRM Application Server ABAP SAP NetWeaver Application Server Java

CRM Application Server ABAP

CRM Application Server ABAP SAP ERP 6.0

CRM Application Server ABAP SAP ERP 6.0 CRM Application Server ABAP EHP6 for SAP ERP 6.0 CRM Application Server ABAP SAP ERP 6.0 CRM Application Server ABAP EHP6 for SAP ERP 6.0

CRM Application Server ABAP EHP6 for SAP ERP 6.0

CRM Application Server ABAP EHP6 for SAP ERP 6.0 CRM Application Server ABAP EHP6 for SAP ERP 6.0

CRM Application Server ABAP EHP6 for SAP ERP 6.0 CRM Application Server ABAP CRM Application Server Java SAP NetWeaver Search and Classification (TREX) 7.1

CRM Application Server ABAP CRM Application Server Java SAP NetWeaver Search and Classification (TREX) 7.1 CRM Application Server ABAP CRM Application Server Java SAP NetWeaver Search and Classification (TREX) 7.1 SAP NetWeaver PI 7.3 Application Enhancement Tool Activate CRM_WEB_CHANNEL_3 (SAP Web Channel Experience Management 3.0 for SAP CRM) Activate ERP_WEB_CHANNEL_3 (SAP Web Channel Experience Management 3.0 for SAP ERP)

MDM Connector 7.1, 7.11(MDM_CONNECTOR) MDM JAVA API 7.1 (MDM_JAVA_API) WEB CHANNEL 3.0 (SAP-WEC) WEB CHANNEL FRAMEWORK 3.0 (SAP-WEC-FRW) WEB CHANNEL ZERO ADMIN 3.0 (SAP-WEC-ZA) WEB CHANNEL PLUGINS 3.0 (SAP-WEC-PI) WEC MDM REPOSITORY 3.0 (WEC-MDM-REPOSITORY) XI CONT WEC MDM REPOSITORY 3.0 (XI_CNT_WEC-MDM-REPOSITORY) SAP NetWeaver MDM 7.1 SP09 SAP CRM 7.0 EHP2 SP05 or higher SAP ERP EHP5 SP09 of EHP6 SP05 or higher SAP NetWeaver PI 7.3 SAP NetWeaver Search and Classification (TREX) 7.1 SAP NetWeaver Development Studio SAP NetWeaver Development Infrastructure WebChannel Development Workbench Plug-In

b Channel Experience Management Master Guide Optional Component SAP BW 7.02 BI CONT 7.06 SAP Content Server 6.40 SAP NetWeaver Search and Classification (TREX) 7.1 SAP ERP 6.0 EHP5 for SAP ERP 6.0 SAP BW 7.02 BI CONT 7.06 SAP NetWeaver Search and Classification (TREX) 7.1 Groupware Connector 5.0 SAP Content Server 6.40 EHP5 for SAP ERP 6.0 SAP BW 7.02 BI CONT 7.06 CRM Application Server Java SAP ERP 6.0 SAP SCM 7.0 SAP BW 7.02 BI CONT 7.06 SAP NetWeaver Application Server Java CRM Application Server Java Groupware Connector 5.0 SAP Content Server 6.40 EHP2 for SAP ERP 6.0 SAP SCM 7.0 SAP SEM 3.5 SAP BW 7.02 BI CONT 7.06 SAP NetWeaver Search and Classification (TREX) 7.1 Groupware Connector 5.0 SAP Content Server 6.40 EHP5 for SAP ERP 6.0 SAP SCM 7.0 SAP BW 7.02 BI CONT 7.06 EHP5 for SAP ERP 6.0 WFMCORE 200 SP13 CPRXRPM 400_700 (CPRXRPM 400 Add-On) SP11 LC/LCAPPS 5.0 SP13 LCAPPS_2005_700 (LCAPPS_2005_700 ABAP-AddOn) SP05 EHP2 for SAP ERP 6.0 SAP BW 7.02 BI CONT 7.06 SAP NetWeaver Search and Classification (TREX) 7.1 WFMCORE 200 SP 13 LCAPPS_2005_700 Add-On (see also SAP Note 1246105) SAP BW 7.02

BI CONT 7.06 SAP SCM 7.0 SAP NetWeaver Search and Classification (TREX) 7.1 CRM Mobile Client Component including AMT SAP BW 7.02 SAP NetWeaver Search and Classification (TREX) 7.1 SAP SCM 7.0 SAP BW 7.02 BI CONT 7.06 SAP NetWeaver Search and Classification (TREX) 7.1 SAP BW 7.02 BI CONT 7.06 SAP NetWeaver Search and Classification (TREX) 7.1 CRM Application Server Java WFMCORE 200 SP 13 LC/LCAPPS 5.0 SP13 LCAPPS_2005_700 SP05 SAP BW 7.02 BI CONT 7.06 SAP NetWeaver Search and Classification (TREX) 7.1 CRM Application Server Java SAP BW 7.02 BI CONT 7.06 SAP NetWeaver Search and Classification (TREX) 7.1 SAP BW 7.02 BI CONT 7.06 SAP NetWeaver Search and Classification (TREX) 7.1 SAP BW 7.02 BI CONT 7.06 WFMCORE 200 SP 13 CPXRPM 400 LCAPPS_2005_700 SAP NetWeaver Search and Classification (TREX) 7.1 BI CONT 7.06 SAP NetWeaver Search and Classification (TREX) 7.1 SAP BW 7.02 BI CONT 7.06 SAP ERP 6.0 SAP SCM 7.0 EHP6 for SAP ERP 6.0 SAP BW 7.02 BI CONT 7.06 SAP ERP 6.0

b Channel Experience Management 3.0 for SAP CRM) Channel Experience Management 3.0 for SAP ERP)

REPOSITORY) CNT_WEC-MDM-REPOSITORY)

Rationale for Optional Component

For service resource planning For service resource planning For service resource planning For service resource planning Required for Case Management Analysis Required for simple search Required for CRM Workforce Deployment Required for CRM Workforce Deployment

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

Required for simple search and knowledge articles Required for analyses processes Required for simple search Required for using product configuration Required for CRM Workforce Deployment Required for advanced scheduling functionality or planning against capacities Required for using advanced scheduling functionality or planning against capacities

Required for simple search Required for using product configuration

Required for simple search

Required for simple search

Required for Service Resource Planning Required for Service Resource Planning Required for Service Resource Planning Required for simple search Required for simple search

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

Enable set-up of service-oriented architecture for

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

Framework and application components that enable you to create and run Web shops, and to connect Web shops to a back-en XML file containing a deployable configuration template. Configuration is based on expected customer usage. For more Plug-ins for SAP NetWeaver Development Studio that build the Web Channel module development workbench. This workbenc XML schema and A2A archive file, either of which you can use to create a repository for your Web Channel product catalog dat XI Content for Web Channel MDM Repository (with ERP/MDM scenario only)

nect Web shops to a back-end system (mandatory) mer usage. For more t workbench. This workbench provides a set of development tools that you can use to develop Web Channel modules quickly and easily. Channel product catalog data in SAP NetWeaver MDM (with CRM/MDM and ERP/MDM scenarios only)

annel modules quickly and easily.

Business Function Activation List

Information for the list below was retrieved from SAP Help at the following location: http://help.sap.com/saphelp_crmhana/helpd Area Service Oriented Architecture - SOA Documentation

WebClient UI Framework - UI Framework

WebClient UI Framework - UI Framework Documentation

WebClient UI Framework - WebClient UI Framework Documentation

Master Data - Assignment Blocks for Complaints & Leads on the BP Overview Page Master Data - Reduction of Implementation Time

Master Data - Marketing Permission

Master Data - Knowledge Article Master Data - Knowledge Article 2

Basic Functions and Performance - Infrastructure

Basic Functions and Performance - Performance and Large Contracts

Basic Functions and Performance - Performance and Business Transaction Item Processing

Basic Functions and Performance - Filter for Workflow Inbox

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

Service - SAP Web Channel Experience Management for SAP CRM

Service - Advanced Returns Management

Service - Service Management 1 Service - Service Request Enhancements

Service - Notification Framework and E-Mail

Service - Bulletin Boards

Service - Management of Processing Times Service - Context and Text Management

Service - Service Request Fact Sheet

Interaction Center - Infrastructure

Interaction Center - IC and Communication-Enabled Business Processes

Interaction Center - Task-Based User Interface for Interaction Center

Interaction Center - Rule Modeler Usability

Interaction Center - Multifunctional Shared Services Interaction Center

Interaction Center - Marketing Permission

Analytics - SAP BusinessObjects Integration and CRM Interactive Reporting

Analytics - Acceleration of CRM Data Extraction

Analytics - Segmentation of BW Data Using Business Warehouse Accelerator

p://help.sap.com/saphelp_crmhana/helpdata/en/ba/2f2268722844ecb4dc92b9260ef66a/frameset.htm Technical Name CRM_SOA_1_DOCU Technical Usage CRM Core

UI_FRW_1

CRM Core

UI_FRW_1_DOCU

CRM Core

UI_FRW_2_DOCU

CRM Core

CRM_BP_ASSIGNMENTS_CC2 CRM_TCI_1

CRM Core CRM Core

CRM_MKT_PERMISSION

CRM Core

BF_CRM_KA_CI_1 CRM_KA_CI_2

CRM Core CRM Core

CRM_INF_1

CRM Core

CRM_PERFORMANCE

CRM Core

CRM_PERFORMANCE_2

CRM Core

CRM_WFI_FILTER_1

CRM Core

CRM_TM_1 CRM_SLS_SRV_1

CRM Core CRM Core

CRM_WEB_CHANNEL

CRM Core

CRM_COMPL_ARM_1

CRM Core

CRM_SRV_1 CRM_ITSM

CRM Core CRM Core

CRM_ITSM_ALERTS

CRM Core

CRM_ITSM_BULLETINS

CRM Core

CRM_ITSM_PROCESS_TIMES_MGMT CRM_ITSM_COM

CRM Core CRM Core

CRM_ITSM_FS

CRM Core

CRM_INF_1

CRM Core

CRM_IC_CEBP

CRM Core

CRM_IC_TUI

CRM Core

CRM_RMD

CRM Core

CRM_SHSVC

CRM Core

CRM_MKT_PERMISSION

CRM Core

CRM_ANA_BOB

CRM Core

CRM_ANA_NDS

CRM Core

CRM_MKT_SEG_BWA

CRM Core

9260ef66a/frameset.htm Description You can use this business function to use SOA service operations for your enterprise. You can use this business function to improve the WebClient UI framework by using the following: Icon management with personalization of icons on home pages, work center pages, and report pages along with Customizing of icons for business roles Customer-specific Cascading Style Sheet (CSS) support and JavaScript (JS) support including logo and icon exchange Authorizations for export to spreadsheet You can use this business function to improve the WebClient UI framework by using the functions listed in the keyblock Features. Note: The functions belonging to business function UI Framework Documentation (UI_FRW_1_DOCU) are immediately available when you install SAP enhancement package 1 for SAP CRM 7.0, without activating the business function. However, you have to activate the business function to access the documentation for these functions in your SAP Library installation. You can use this business function to improve the WebClient UI framework by using the functions listed in the keyblock Features. Note: The functions belonging to business function WebClient UI Framework Documentation (UI_FRW_2_DOCU) are immediately available when you install SAP enhancement package 2 for SAP CRM 7.0, without having to activate the business function. However, you do have to activate the business function to access the documentation for these functions in your SAP Library installation. The following new assignment blocks are available with this business function: Assignment block for complaints on the overview page for accounts Assignment block for leads on the overview page for contact persons You can use this business function to reduce the total cost of implementation and go live more quickly. You can also improve usability for business partner editing. You can use this business function to comply with local legal requirements for recording customer preferences with regard to receiving unsolicited marketing messages. As a company with a customer base in countries that regulate the sending of unsolicited marketing messages, you may need to demonstrate some or all of the following: Adherence to the applicable law Evidence that customers have agreed to receiving unsolicited marketing messages via a certain communication channel Evidence that customers have not agreed to receiving unsolicited marketing messages via a certain communication channel Evidence that customer preferences have changed. For example consent changes from Given to Rejected, or communication details change. Adherence to marketing permission preferences of marketing prospects You can do the following with this business function: Define how the system determines the proposals that it makes available for a business transaction, to identify related knowledge articles. Directly create new knowledge articles from a business transaction, via assignment block Related Knowledge Articles This business function allows you to assign knowledge articles quicker and easier In this business function, there are enhancements to the SAP CRM infrastructure. These enhancements provide you with additional flexibility, capability, and tools that facilitate add-on developments and integration with other systems.

You can use this business function to improve system performance during processing of sales and service orders and contracts. The business function makes processing faster for transactions containing a large number of items. Large service contracts benefit most from the performance improvements, in particular contracts with thousands of items. The performance improvements are achieved by a reduced data volume and a reduced load on application services. You can use this business function to enhance performance when working at the item level in certain business transactions and when searching for business partners. In addition to improving system performance, you can also use this business function to improve user productivity. This business function especially benefits customers with a high load of business transactions, such as sales or service orders. It allows for faster and more customer-friendly interactions with customers when handling orders and service requests, for example, for a call center agent dealing with customers on the telephone. The performance improvements can also reduce the cost of operations and help you to strive for higher customer excellence. You can do the following with this business function: Filter workflow tasks. If you have a lot of workflow tasks in your worklist, this helps to improve usability and performance. Navigate to the assignment block Workflow Tasks of the Worklist. You do this by using the new link More than 5 workflow tasks found on the page Home, in screen area Workflow Tasks. With this business function, you can use the new assignment block to enter texts and to include those texts in the log. Previously in the Details assignment block, there was only a small text field for entering texts with few functions for editing texts. Alternatively, you could navigate from the Notes assignment block to a separate page for entering text. If you enter multiple texts in the new assignment block, you will see a line for each text underneath the Notes assignment block. You can also edit the texts here. You can show both assignment blocks in the following business objects: Incidents/service requests Problems Requests for change Service orders Opportunities Accounts Campaigns Knowledge articles You can use this business function to increase productivity and efficiency for business users, business processes, and so on. With this business function you can use SAP Web Channel Experience Management with an SAP CRM back end. SAP Web Channel Experience Management is an application that is not part of SAP CRM. It is separately licensed and must be separately installed. When installed and used with an SAP CRM back end, SAP Web Channel Experience Management enables you to create and deploy Web shops as the foundation for an ecommerce, e-marketing, and e-service solution tailored to your individual needs. You can quickly set up attractive Web shops that are fully integrated in back-end transaction processing. The product catalog used for SAP Web Channel Experience Management is based on SAP NetWeaver Master Data Management (SAP NetWeaver MDM). The SAP Web Channel Experience Management for SAP CRM (CRM_WEB_CHANNEL) business function provides the back-end connectivity required to use the application with an SAP CRM back end. If you want to use SAP Web Channel Experience Management with an SAP CRM back end, you must activate this business function.

With this business function, you can use the functions of the ERP business function Advanced Returns Management 2. This means that you can use all logistical follow-up processes in SAP ERP. The following components are involved in the integrated process flows: SAP Enterprise Resource Planning (SAP ERP) SAP Customer Relationship Management (SAP CRM) Optional: Extended Warehouse Management (EWM) of system SAP Supply Chain Management (SAP SCM) With this business function, you can use the new search parameter My Company for the search criterion Belonging To. Note: The search parameter Party Involved has been renamed to Belonging To. For more information, see SAP Note 1622166. You can use this business function to enhance the functions and the usability of the Service Request Management and the Rule Modeler maintenance. You can use this business function to keep your business partners informed about the status and the progress of service requests. The Notification Framework enables you to subscribe yourself or a group of persons to a service request or to service requests that have specific attributes. Additionally, the business function provides you with new features for sending e-mails manually.

You can use this business function to provide a framework that enables you to implement a transaction or master data independent information flow. You can post short notes concerning business partners or installed base and display them in the master data and in transaction types that are related to these objects. Two assignment blocks are available with which you can display the related bulletins and the bulletins that the user has created. In addition, you can display bulletins with high importance in a special message area. You can use this business function to monitor the response times of your service organization. You can use it to control the compliance with the agreements you have made with the different partners involved in the performance of services. You can use this business function to enhance the content and text management capabilities of Service Request Management.

You can use this business function to provide the following enhanced fact sheet capabilities for the management of service requests: You can provide access to fact sheets that are related to the business partners involved in a service request. You can add the service request assignment block to the overview pages of the accounts and the contacts. You can add the service request assignment block to the customer fact sheet. In addition, you can add the attachments assignment block to the overview page of the account and the customer fact sheet. In this business function, there are enhancements to the SAP CRM infrastructure. These enhancements provide you with additional flexibility, capability, and tools that facilitate add-on developments and integration with other systems.

You can use this business function to implement enhancements to communication-enabled business processes and interaction center (IC) functionality. Enhancements made to IC functions include multisessioning, interactive scripting, messaging, reverse proxy server integration, asynchronous processing, and account identification. The integration of communication management software (CMS) into communication-enabled business processes for CRM and IC business roles has also been enhanced, including improved context transfer capabilities and the extension of channels. The communication dialogs including Dialpad, Transfer, Warm Transfer, and Conference Call were redesigned. These enhancements speed up response times, make it easier to engage experts, and enable more efficient collaboration in customer-facing processes. They also speed up the cross-system shared service processes and reduce the response times for a service request. You can use this business function to integrate the sample Product Support task-based user interface (taskbased UI) into the interaction center (IC). The Product Support task-based UI has been provided as an example for developing IC task-based UIs and as a basis for custom configurations, for technical consultants. For information about the necessary development activities, see the basic settings for the WebClient UI framework in SAP Solution Manager. To integrate the sample Product Support task-based UI into the WebClient UI, you have to set up a corresponding business role. For more information, see SAP Note 1517968. On a task-based UI, the user is guided step by step through the various activities required for completing a task, such as logging a service ticket. The sample Product Support task-based UI in the IC includes all the steps necessary to create a new customer record, register a product, log a service ticket, and complete the interaction. Using task-based UIs in the IC allows the alignment of business processes, and results in a greater compliance with established corporate procedures. This can have a positive effect on the first-contact resolution and the quality of customer service. The average handling time, and thus the cost of service, can You can now do the following: Search for rules and rule folders Subrules are included in rule and rule folder searches. The system searches all rule policies and policy variants (active, inactive, draft, or released). Specify values for Created By and Changed By when searching for rules or rule folders Navigate rule policy search results more effectively When you navigate to a rule policy from the search results page and then return to the search results, you are brought back to the same search result page. For example, if you navigate to page 6 of the search results and then navigate to a rule policy, you are returned to page 6, rather than page 1. Adjust column widths in the rule policy search results list, and in the Policy, Conditions, and Actions assignment blocks Add a subnode or an object at the same level as the current position in the hierarchy of draft rules Depending on your position in the hierarchy, you can add a new rule folder, rule, or subrule. Create rules in the intent-driven interaction (IDI) context more efficiently, now that the condition Current Event is the default for new top-level rules Find alerts more easily using value help instead of a drop-down list Select a target ID for the Navigate To action more efficiently in the IDI context The list of target IDs displayed in the dropdown list is determined by the business role or roles assigned to the rule policy. View relationships between rule policies that call other rule policies by means of a graphical representation You can use this business function to optimize the shared services center in SAP CRM and its integration with back-end processes in SAP ERP HCM, SAP ERP Financials, SAP Collections Management, and SAP Dispute Management. This allows you to extend the scope of your interaction center (IC) to make use of multifunctional shared services center capabilities and increase the efficiency of service request handling in the shared services center.

You can use this business function to comply with local legal requirements for recording customer preferences with regard to receiving unsolicited marketing messages. As a company with a customer base in countries that regulate the sending of unsolicited marketing messages, you may need to demonstrate some or all of the following: Adherence to the applicable law Evidence that customers have agreed to receiving unsolicited marketing messages via a certain communication channel Evidence that customers have not agreed to receiving unsolicited marketing messages via a certain communication channel Evidence that customer preferences have changed. For example consent changes from Given to Rejected, or communication details change. Adherence to marketing permission preferences of marketing prospects With this business function you can use SAP BusinessObjects reports and dashboards in CRM. A wizard helps you to add these reports to the CRM report work center. For certain business roles, such as sales manager, predefined Xcelsius dashboards are available. Additional sets of characteristics and key figures are available for CRM interactive reporting. Dashboards are also available for CRM interactive reporting. Furthermore, a range of detailed queries are available, which are particularly suitable for creating SAP BusinessObjects Enterprise Server reports. With this business function, you can accelerate the initial upload of extensive business data from SAP Customer Relationship Management (SAP CRM) to SAP NetWeaver Business Warehouse (NetWeaver BW). This business function also enables the upload of CRM business data to external systems. You can use this business function to access data from SAP NetWeaver BW, within high volume segmentation, using SAP NetWeaver Business Warehouse Accelerator (BWA). If you do not activate this business function, only the data from SAP NetWeaver BW for classic segmentation is available.