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CRM E-Service

Contents
CRM E-Service - Configuration Guide ...................................................................................... 4
1

Purpose .............................................................................................................................. 4

Preparation ......................................................................................................................... 4

2.1

Prerequisites ............................................................................................................ 4

2.2

SAP Notes................................................................................................................ 4

Configuration ...................................................................................................................... 5
3.1

Master Data Configuration ....................................................................................... 5

3.1.1

Products ............................................................................................................... 5

3.1.1.1

3.1.1.1.1

Defining Object Family........................................................................... 5

3.1.1.1.2

Defining Object Family Usage ............................................................... 5

3.1.1.1.3

Defining Partner Determination Procedure............................................ 6

3.1.1.1.4

Allowing Product References for Individual Objects.............................. 7

3.1.1.1.5

Defining Category for Individual Objects ............................................... 8

3.1.1.1.6

Maintaining Category MAT_HAWA ....................................................... 9

3.1.1.1.7

Creating Categories for FAQs ............................................................. 10

3.1.1.1.8

Assigning Category Hierarchy to Application ...................................... 11

3.1.1.1.9

Defining Number Range ...................................................................... 12

3.1.1.1.10

Assigning Object Category to Products............................................. 13

3.1.1.2
3.1.2

Assigning Warranty to Products................................................................ 13

Product Catalogs ............................................................................................... 14

3.1.2.1
3.1.3

Hierarchies and Categories......................................................................... 5

Defining Catalog Type............................................................................... 14

Product Registration .......................................................................................... 15

3.1.3.1

Defining Field Selection ............................................................................ 15

3.1.3.2

Setting Up Partner Functions .................................................................... 16

3.2

Business Process Configuration ............................................................................ 17

3.2.1

Internet User Setup............................................................................................ 17

3.2.1.1

Setting Up E-Mail Addresses .................................................................... 17

3.2.1.2

Setting Up Roles for Web-based User Management................................ 18

3.2.1.3

Generating Authorizations......................................................................... 18

3.2.1.4

Creating an Anonymous User ................................................................... 19

3.2.1.5

Creating a Reference User for B2C .......................................................... 20

3.2.1.6

Setting Up Internet Users for B2C............................................................. 21

3.2.1.7

Setting Up Registration Process for B2C.................................................. 22

3.2.1.8

Assigning a Reference User Variable for Internet Users for B2C............. 22

3.2.1.9

Configuring Field Attributes for Each Client .............................................. 23

3.2.2

Transaction Settings for E-Service Processes .................................................. 24

3.2.2.1

Defining Status Profile for ICSS ................................................................ 24

3.2.2.2

Defining Partner Determination Procedure ............................................... 25

3.2.2.3

Defining Transaction Type for ICSS Service Request .............................. 27

3.2.2.4

Defining Item Category Determination ...................................................... 28

3.2.2.5

Defining Copy Control for Transaction Type............................................. 29

3.2.2.6

Assigning Item Category for Billing ........................................................... 29

3.2.2.7

Defining Transaction Types for the Internet.............................................. 30

3.2.3

Subject Profiles .................................................................................................. 31

3.2.3.1
3.3

Maintaining Code Group Profile Level ...................................................... 31

Master Data Creation ............................................................................................. 32

3.3.1

Frequently Asked Questions (FAQs) ................................................................. 32

3.3.1.1
3.3.2

Assigning Frequently Asked Questions to Product................................... 32

Product Catalogs ............................................................................................... 33

3.3.2.1

Defining Country Groups........................................................................... 33

3.3.2.2

Maintaining the Product Catalog ............................................................... 35

3.3.2.2.1

Creating Product Catalogs................................................................... 35

3.3.2.2.2

Creating Catalog Variants for Products ............................................... 36

3.3.2.2.3

Creating Catalog Variants for Services ............................................... 37

3.3.2.2.4

Creating Catalog Areas ....................................................................... 38

3.3.2.2.5

Assigning Products to the Product Catalog ......................................... 39

3.3.2.2.6

Assigning Services to the Product Catalog ......................................... 40

3.3.2.2.7

Activating the Product Catalog for Publication .................................... 40

3.3.2.2.8

Replicating Product Catalog Contents Initially .................................... 41

3.3.2.2.9

Delta Replication of the Product Catalog............................................. 42

3.3.2.3
3.4

Maintaining Product Catalog Usage ......................................................... 43

Extended Configuration Management (XCM) ........................................................ 44

3.4.1

Assigning J2EE Admin Role to User Profile ...................................................... 44

3.4.2

XCM Configuration for User Administration....................................................... 44

3.4.3

Maintaining the JCO Component....................................................................... 45

3.4.4

Creating the User for Web Shop Manager ........................................................ 46

3.4.5

Creating Internet Users...................................................................................... 46

3.4.5.1

Creating Internet Users with the Web User Interface ............................... 47

3.4.5.1.1

Creating Internet Users for Existing Contact Persons......................... 47

3.4.5.1.2

Creating Internet Users for new Contact Persons ............................... 48

3.4.5.2

Creating Internet Users via Business Partner Maintenance ..................... 48

3.4.5.3

Checking the Internet User Settings ......................................................... 49

3.4.6

B2B Scenario ..................................................................................................... 50

3.4.7

General Settings ................................................................................................ 51

3.4.7.1
3.4.8

Maintaining LWC Component ................................................................... 51

Components....................................................................................................... 52

3.4.8.1

Checking Available Functions Component ............................................... 52

3.4.8.2

Maintaining Product Catalog Component ................................................. 53

3.4.8.3

Maintaining Service Contract Component ................................................ 53

3.4.8.4

Maintaining Service Request Component................................................. 54

3.4.8.5

Maintaining Live Web Collaboration Component...................................... 55

3.4.8.6

Maintaining Complaint Component ........................................................... 56

3.4.8.7

Maintaining JCO Component .................................................................... 57

3.4.9

Application Configurations ................................................................................. 58

3.4.9.1

Maintaining the ICSS Application Configuration ....................................... 58

3.4.10

B2C Scenario..................................................................................................... 59

3.4.11

Components....................................................................................................... 60

3.4.11.1

Maintaining Register Component.............................................................. 60

3.4.11.2

Maintaining Service Contract Component ................................................ 60

3.4.11.3

Maintaining Service Request Component................................................. 61

3.4.11.4

Maintaining Component Complaint ........................................................... 62

3.4.12

Restarting the J2EE Services ............................................................................ 63

CRM E-Service - Configuration Guide


1 Purpose
This configuration guide provides the information you need to set up the configuration of this
building block manually.

2 Preparation
2.1

Prerequisites

Before starting with the installation of this building block, please have a look at the
document Quick Guide to Installing SAP Best Practices for CRM.
The Building Block CRM E-Service contains the entire necessary configuration which is basic
for the configuration of any E-Commerce Internet Customer Self-Service scenario.
In case of using an ECC system as back-end system please make sure that you have
successfully set up the relevant sections of the following building blocks:

B01 - CRM Generation

C71 - CRM Connectivity

B09 - CRM Customizing Replication

C03 - CRM Master and Transaction Data Replication

Before starting with the installation of building block CRM E-Service please make sure that
you have successfully set up the relevant sections of the following building blocks (see the
Scenario Installation Guide of the specific E-Service scenario):

C01 - CRM Organizational Model

C10 - CRM Central Master Data

C13 - CRM Service Master Data (for IC Service scenarios)

C14 - CRM E-Commerce

C26 - CRM Service

C28 - CRM Complaints

2.2

SAP Notes

Before you begin the installation and configuration, read the relevant SAP Notes. These SAP
Notes contain important information for installation and configuration, and also corrections
concerning this Building Block.
Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP
Notes on the SAP Service Marketplace (http://service.sap.com/notes) or in SAPNet.
SAP Note #

Component

Description

893034

CRM-ISE-SCO

Error when displaying contracts, warranties and iob

3 Configuration
3.1

Master Data Configuration

3.1.1

Products

3.1.1.1

Hierarchies and Categories

3.1.1.1.1

Defining Object Family

Use
In this activity you assign an object family to the E-Commerce Internet Customer Self-Service
product registration.
From a technical perspective, when a product is registered, an individual object is created
which refers to the registered product. Furthermore, the corresponding business partner
internet user as consumer (B2C) or internet user as contact of the company (B2B) is linked
to this individual object.
The following procedure describes the set up of the technical objects individual object,
product, product catalog, and warranty and the E-Commerce Internet Customer SelfService customizing.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Defining Object Family

Transaction Code

SPRO

IMG Path

Cross-Application Components SAP Product Individual


Objects Define Object Families

2. Choose New Entries.


3. Enter the following values:
Field Name

Field Entry

Object family

YPR

Description

BP Product Registration ICSS (EN)


BP Produktregistrierung ICSS (DE)

Product Type

Material

Mobile

<no entry>

4. Choose Save and select a customizing request if required.

Result
You have created a new object family and assigned it to the relevant product type.

3.1.1.1.2

Defining Object Family Usage

Use
In this activity, you set up the object family used for the creation of an Installed Base
component of type Object in the Internet Customer Self-Service.

Prerequisites
An Installed Base has already been created (see the Configuration Guide of building block
C13 CRM Service Master Data, chapter Creating Manufacturers Installed Base).
A Solution Database has been set up and compiles (see the Configuration Guide of building
block C13 CRM Service Master Data, chapter Solution Database with all its sub-chapters).

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Defining Object Family Usage

Transaction Code

SPRO

IMG Path

Customer Relationship Management  E-Service  Internet


Customer Self Service  Installed Base  Object Family Usage

2. Choose New Entries and select all possible entry combinations of Installed Base
Categories with Object Families being offered using the input help.
3. Choose Save.

Result
A new object family used for the creation of an Installed Base component has been set up.

3.1.1.1.3

Defining Partner Determination Procedure

Use
The purpose of this activity is to define partner determination procedures which the system
uses to automatically enter partners in business transactions. The partner functions and
access sequences you defined before were combined here.

Procedure
1. To carry out the activity, choose one of the following navigation options:
SAP CRM

Defining Partner Determination Procedure

Transaction code

SPRO

IMG Path

Customer Relationship Management  Basic Functions 


Partner Processing  Define Partner Determination Procedure

When creating new data manually for both languages (EN and DE), you need to
maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after
having logged on the system with the appropriate language (EN and/or DE).
2. On view Partner Determination Procedures choose New Entries and enter the following
data:
Field Name

Field Entry

Procedure

YBPICSS

Description

BP ICSS (EN)
BP ICSS (DE)

3. Choose Save and choose a customizing request if required.


4. Highlight the new procedure YBPICSS and double-click on view Procedure User.
5. Choose New Entries.

6. Select the following entry and choose Save:


Field Name

Field Entry

User

BUS1178 Product

7. Double-click on view Partner Functions in Procedure and choose New Entries.


8. Enter/select the following data:
Field Name

Field Entry

Partner Function

00000001 Sold-To Party (CRM)

Changeable (if Correct)


No of Occurrences (Highest)

9. Choose Save.
10. Choose Next Entry (F8) and enter/select the following data:
Field Name

Field Entry

Partner Function

00000015 Contact Person (CRM)

Changeable (if Correct)


No of Occurrences (Highest)

11. Choose Save.

Result
A new partner determination procedure, which is going to be assigned in the following new
object category, has been created.

3.1.1.1.4
Allowing Product References for Individual
Objects
Use
In this activity, you can activate the function to allow product data to be referenced by
individual objects (e.g., registered products).

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Allowing Product References for Individual Objects

Transaction Code

SPRO

IMG Path

Cross Application Components SAP Product Basic


Settings Allow Product References for Individual Objects

2. Choose New Entries.


3. Activate checkbox ReferenceActive.
4. Choose Save.

Result
Product data can now be referenced by individual objects.

3.1.1.1.5

Defining Category for Individual Objects

Use
This new object category is used for individual objects being created when you, for example,
register products as part of an E-Commerce Internet Customer Self-Service process.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Defining Category for Individual Objects

Transaction Code

COMM_HIERARCHY

SAP Menu

Master Data Products Maintain Categories and Hierarchies

2. Choose Open Hierarchy


3. Enter the following data and choose Continue.
Field Name

Field Entry

Hierarchy ID

R3PRODSTYP

4. Choose Display <-> Change.


5. Accept the following information messages.
6. Highlight category Product Subtype.
7. To create a new category Choose Create Category.
8. Enter the following data:
Field Name

Field Entry

Category ID

YICSS

Description

BP Service ICSS (EN)

9. Choose Continue.
10. On the Category tab page maintain the values as shown in the following table.

Field Name

Entry

Basic Data on Category


Product Type

Material

Object Family

BP Product Registration ICSS (YPR)

Product/Object Assignment Possible


Product (Object processing: Control Fields
Can Maintain Documents
Can Maint. Conditions.
PartnerDetProc

YBPICSS (BP ICSS)

Descriptions
(here you define the description translation to any other language you need, e.g. German)
Language

German

Category Description

BP Service ICSS

Field PartnerDetProc is only visible if both the category is related to hierarchy


R3PRODSTYP and an object family has been selected.
11. On the SetTypes tab choose Add set type.
12. Maintain the values as shown in the following table:
Assigned Set Types
Set Type

Position

View ID

COMM_PR_SHTEXT

10

BASIC

COM_COMMERCIAL

20

BASIC

13. Choose Save.

Be aware that an internal number assignment has to be set up for the object
categories, which shall be used for product registration (see chapter Defining
Number Range).

3.1.1.1.6

Maintaining Category MAT_HAWA

Use
You need to assign set type PRREF to product category MAT_HAWA in order to allow the
input of Permitted Object Categories in the master data of any product related to category
MAT_HAWA (transaction COMMPR01).
The background to this activity is the following idea behind:

Every product should belong to a category

If you register an existing product, you create an individual product, which is also a
product that has to belong to a category.

This activity enables you to assign the newly created category for individual objects (YICSS,
see chapter above) as permitted object category to all products which belong to category
MAT_HAWA and which shall be able to be registered in an ICSS process.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Defining an Object Category for Individual Objects

Transaction Code

COMM_HIERARCHY

SAP Menu

Master Data Products Maintain Categories and Hierarchies

2. Choose Open Category


3. Enter the following data and choose Continue.
Field Name

Field Entry

Category ID

MAT_HAWA

4. Choose Display <-> Change.


5. Accept the following information messages.
6. On the SetTypes tab page add the following set type:
Assigned Set Types
Set Type

Position

View ID

PRREF

80

BASIC

7. Choose Save and accept the information message.


8. Choose Back.

If there are also products used in your E-Service scenarios which have been
defined with other product categories, you need to process this configuration step
also for the other product categories.

Result
Now it is possible to register a product which has been defined as trading good (belonging to
category MAT_HAWA) within an E-Commerce Internet Customer Self-Service process.

3.1.1.1.7

Creating Categories for FAQs

Use
With this activity you create categories for Frequently Asked Questions (FAQs).

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Defining Category for Individual Objects

Transaction Code

COMM_HIERARCHY

SAP Menu

Master Data Products Maintain Categories and Hierarchies

2. Choose Open Hierarchy


3. Enter the following data and choose Continue.
Field Name

Field Entry

Hierarchy ID

R3PRODSTYP

4. Choose Display <-> Change.


5. Accept the following information messages.
6. Highlight category Product Subtype.
7. To create a new category Choose Create Category.
8. Enter the following data:
Field Name

Field Entry

Category ID

YBPFAQ_PRODUCT

Description

BP FAQ Category for Products (EN)

9. Choose Continue.
10. On the Category tab page maintain the values as shown in the following table (if not
already done):
Basic Data on Category
Product Type

Material

Product / Object Assignment Possible


Descriptions
(here you define the description translation to any other language you need, e.g. German)

Language

German

Category Description

BP FAQ Kategorie fr Produkte

11. Choose Save.


12. Highlight category Product Subtype.
13. Choose Create Category.
14. Enter the following data:
Field Name

Field Entry

Category ID

YBPFAQ_SERVICE

Description

BP FAQ Category for Services (EN)

15. Choose Continue.


16. On the Category tab page maintain the values as shown in the following table (if not
already done):
Basic Data on Category
Product Type

Service

Product / Object Assignment Possible


(here you define the description translation to any language you need)

Descriptions
Language

German

Category Description

BP FAQ Kategorie fr Services

17. Choose Save.

Result
The categories for the Frequently Asked Questions have been created.

3.1.1.1.8

Assigning Category Hierarchy to Application

Use
In this activity you assign the hierarchy R3PRODSTYP with the newly created object category
YICSS to application Internet Customer Self Service.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Assigning Category Hierarchies to Applications

Transaction Code

SPRO

IMG Path

Cross Application Components SAP Product Product


Category Assign Category Hierarchies to Applications

2. Double-click on folder Assign Hierarchies to Applications.


3. Choose New Entries and maintain the following values using the input help:
Field Name

Field Entry

Application

Internet Customer Self Service

Hierarchy ID

R3PRODSTYP (Product Subtype)

4. Choose Save.

Result
You assigned hierarchy R3PRODSTYP to application Internet Customer Self Service.

3.1.1.1.9

Defining Number Range

Use
In this activity you create a new number range in order to assign it to certain object
categories.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Defining Number Range

Transaction Code

SPRO

IMG Path

Cross-Application Components  SAP Product  Settings for


Product Type  Number Assignment  Define Number Ranges
for the Product Type Material

2. From the menu choose Group  Maintain.


3. To define a new group, choose Group  Insert from the menu.
4. Maintain the following values:
Field Name

Field Entry

Text

Y_BP_GROUP

From number

e.g., 00000000000000100000

To number

e.g., 00000000000000300000

Please take care for non overlapping number ranges otherwise you cannot
maintain and insert a new group
5. Choose Insert.
6. Choose Save.
7. To assign object category MAT_HAWA to the new group, perform the following steps:
8. In area Not assigned highlight object category MAT_HAWA and choose Select element.
9. Activate the checkbox of your newly defined group Y_BP_GROUP and choose Assign
element group.
10. Repeat those steps for the new object category YICSS.
11. Choose Save.

If there are also products used in your E-Service scenarios which have been
defined with other object categories than MAT_HAWA, you need to process the
object category assignment (step 7-9) also for those other object categories (see
also section Maintaining Category MAT_HAWA).

Result
A new number range has been created and assigned to certain object categories.

3.1.1.1.10

Assigning Object Category to Products

Use
With this activity you assign the new object category for individual objects YICSS to every
product which is defined as trading good and which shall be able to be registered by a
customer using the internet customer self-service.

Prerequisites
Object category YICSS has been created. All trading goods listed below have been
downloaded from the back-end system.
Check if the product category (of product hierarchy R3PRODSTYP) has been adapted like
described in section Maintaining Category MAT-HAWA and Defining Number Range.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Assigning Object Category to Products

Transaction Code

COMMPR01

SAP Menu

Master Data Products Maintain Products

2. Select product C20010 (Trading good 1).


3. On tab General in screen area Permitted Object Categories (scroll down) select the
following entry:
Permitted Object Categories
Category ID

Hierarchy ID

YICSS

R3PRODSTYP

Default

4. Choose Save.
5. Repeat those steps for the following products:
Material

Description

C20011

Trading good 2

C20012

Trading good 3

C20020

Trading good 4

C20030

Trading good 5

C20040

Trading good 6

Result
Now it is possible to create an individual object (e.g., registered product) for a number of
trading goods.

3.1.1.2

Assigning Warranty to Products

Use
With this activity you assign a warranty to each product being used within product registration
process.

The standard warranty determination within the context of product registration is based on the
sales organization and distribution channel of a product catalog variant. This means that if a
warranty is assigned to the product with the sales organization and distribution channel of the
product catalog variant, this warranty will only be determined for a registered product.

Prerequisites
One or more warranties have been already created and assigned to an appropriate customer
installed base component.
Concerning the creation of a warranty profile and the assignment to an IBase component, see
chapter Warranties in the Configuration Guide of building block C13 CRM Service Master
Data.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Assigning Warranty to Products

Transaction Code

COMMPR01

SAP Menu

Master Data Products Maintain Products

2. Select the appropriate product(s) (use the same list of materials from previous section).
3. Choose button Relationships.
4. On tab PRDWTY/S choose Insert Row.
5. Maintain the following entries for each relevant product using the input help:
Field Name

Field Entry

Sales Org.

<your sales organization> (e.g., BP_SALES)

Dis. Chan.

<your distribution channel> (e.g., 01 Direct Sales)

Valid From

<today>

Valid To

<today + 1 year>

Warranty

<your warranty> (e.g., BP_WTY)

6. Choose Save.

Result
You assigned a warranty to a product. If the customer enters a service request in the internet
customer self-service he can now check the general warranty regulations for the product.

3.1.2
3.1.2.1

Product Catalogs
Defining Catalog Type

Use
With this activity you define a new catalog type which you need to create a catalog for service
products.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Defining Catalog Type

Transaction Code

SPRO

IMG Path

Customer Relationship Management Master Data Product


Catalog Define Catalog Types

2. Choose New Entries.


3. Maintain the following data:

When creating new data manually (not using the BC-Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts
etc.) twice, after having logged on the system with the appropriate language (EN
and/or DE).
Field Name

Field Entry

Catalog Type

YSRV BP Service Catalog (EN)


YSRV BP Servicekatalog (DE)

Prod.Assignmnt

Manual and automatic product assignment

Usage

Sales catalog

Product Types Allowed


Material
Service
Text Determination Procedure
For Areas

S1

For Items

S1

Folder Template
For Areas

AUTO-AREA

4. Choose Save and select a customizing request if required.

Result
A new catalog type YSRV BP Service Catalog has been defined.

3.1.3

Product Registration

3.1.3.1

Defining Field Selection

Use
With this activity you define which attributes of the object categories should be displayed in
the product registration form and if each of these attributes is mandatory or not.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Defining Field Selection

Transaction Code

SPRO

IMG Path

Customer Relationship Management E-Commerce  EService Internet Customer Self-Service Product


Registration Field Selection for Product Registration

2. Choose New Entries.


3. Maintain the following entries using the input help:
Category
Hierarchy ID

Category
ID

Set Type

Attribute

R3PRODSTYP

YICSS

COM_COMMERCIAL

COM_PURCHASE_LOC

R3PRODSTYP

YICSS

COM_COMMERCIAL

COM_PURCH_DATE_TZ

Manda
tory

4. Choose Save and select a customizing request if required.

Result
Now one more field for the purchase date is defined in the web shop which can be filled out
by the web user during the product registration.

3.1.3.2

Setting Up Partner Functions

Use
With this activity you define role and function of the business partners.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Setting Up Partner Functions for Product Registration

Transaction Code

SPRO

IMG Path

Customer Relationship Management E-Commerce EService Internet Customer Self-Service Product


Registration Set Up Partner Functions

2. Choose New Entries and maintain the following six data records:
ICSS BP functions for product registration
Role

Modus

Function

B2C Consumer

Create

00000001 (Sold-To Party)

B2C Consumer

Display

00000001 (Sold-To Party)

B2B Contact

Create

00000015 (Contact Person)

B2B Contact

Display

00000015 (Contact Person)

B2B Company

Create

00000001 (Sold-To Party)

B2B Company

Display

00000001 (Sold-To Party)

3. Choose Save.

The partner functions maintained here have to match the partner functions that
are set within the partner determination of the object categories (see chapter
Defining Partner Determination Procedure).

Result
The partner functions used for the product registration process in the E-Commerce Internet
Customer Self-Service have been set up.

3.2

Business Process Configuration

3.2.1

Internet User Setup

3.2.1.1

Setting Up E-Mail Addresses

Use
In this activity you maintain the various e-mail addresses for the following purposes:

Solution Search:
This e-mail address is used as the sender's address when a user (employee) sends a
solution or solution attachment to a third party (customer) via e-mail.

New Password:
This e-mail address is used as the sender's address when the system generates a new
password and sends it to the user via e-mail.

Mail Recipient:
This is the e-mail address to where the user can send a comment.

Prerequisites
The system administrator has predefined the various e-mail addresses which are to be used
in the E-Commerce Internet Customer Self-Service scenarios (for example,
Info@<company>.com).

For testing purposes you can use already existing e-mail addresses (for example,
your own e-mail address).

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Setting Up E-Mail Addresses

Transaction Code

SPRO

IMG Path

Customer Relationship Management E-Commerce EService Internet Customer Self-Service Set Up E-Mail
Addresses

2. Maintain the following values:


Field Name

Field Entry

Solution Search

<your relevant e-mail address> (e.g., Info@<company>.com)

New Password

<your relevant e-mail address> (e.g., Info@<company>.com)

Mail Recipient

<your relevant e-mail address> (e.g., Info@<company>.com)

SMTP Server

<your relevant e-mail server> (e.g., <company>.com)

3. Choose Save and select a customizing request if required.

Result
You have defined the e-mail addresses for the various purposes.

3.2.1.2 Setting Up Roles for Web-based User Management


Use
You can use E-Commerce User Administration to assign authorizations using roles and
reference users.
In this activity, you can define roles that can be assigned in user administration for ECommerce Internet Customer Self-Service users.
These roles contain all of the authorizations that an Internet user requires in order to carry out
relevant activities.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Setting Up Roles for Web-based User Management

Transaction code

SPRO

IMG path

Customer Relationship Management  E-Commerce  Basic


Settings for E-Commerce  Internet User Web-based User
Management Set up Roles for Web-based User Management

2. Check the following entry:


Role

Preselection

SAP_CRM_ECO_ISE_WU
_B2B
SAP_CRM_ISA_WEBSHOP
_MANAGER

Role name

Description
in WEb

ICSS role for Internet users


(B2B scenario)

ISE_B2B

Authorizations for the Internet


Sales Web shop Manager

Webshop
Manager

3. Choose Save.

3.2.1.3 Generating Authorizations


Use
ICSS Users will be created in the following sections.
These users need special authorizations. Therefore the following roles must be generated,
Later when the users are created the roles will be assigned.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Generating Authorizations for Internet User

Transaction code

PFCG

SAP Menu

Architecture and Technology  System Administration  User


Maintenance  Role Administration  Roles

2. Run through the following procedure with each of these roles:


Roles

Users

SAP_CRM_ECO_ISE_WU_B2C

ICSS User for B2C (working unit)

SAP_CRM_ECO_ISE_WU_B2B

ICSS User for B2B (working unit)

SAP_CRM_ECO_ISE_TU_B2C

Internet User for B2C (technical unit)

Roles

Users

SAP_CRM_ECO_ISE_TU_B2B

Internet User for B2B (technical unit)

3. In the Role field enter the role name.


4. Choose Change Role.
5. Choose the tab Authorizations.
6. Choose Change Authorization Data.
7. Choose Generate.

3.2.1.4

Creating an Anonymous User

Use
In this activity you create two special Internet user master records that will be used for ECommerce Internet Customer Self-Service actions where the customer does not have to
register before (e.g. FAQs, Solution Search).

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Creating an ICSS Anonymous User for the B2C scenario

Transaction Code

SU01

SAP Menu

Architecture and Technology System Administration User


Maintenance Users

2. Enter user ID Z_SERVICE and choose Create.


3. Maintain the following values (example):
Field Name

Field Entry

Tab Address
Person
Last Name

User ICSS B2C

First Name

Service

Communication
Language

English

Tab Logon data


User Type
Service
Password
Initial Password

<your password>

Repeat Password

<your password>

Note: Ignore any information message displayed


Tab Roles
Role

SAP_CRM_ECO_ISE_TU_B2C

Tab Profiles
Profile
4. Choose Save.

T_AC630028

Do the same again for the B2B user as follows:


5. Access the activity using one of the following navigation options:
SAP CRM

Creating an ICSS Anonymous User for the B2B scenario

Transaction Code

SU01

SAP Menu

Architecture and Technology System Administration User


Maintenance Users

6. Select the User Z_SERVICE and press button Copy.


7. Change the name TO by entering W_SERVICE
8. Press the button Copy and maintain as follows:
Field Name

Field Entry

Tab Address
Person
Last Name

User ICSS B2B

First Name

Service

Communication
Language

English

Tab Logon data


User Type
Service
Password
Initial Password

<your password>

Repeat Password

<your password>

Note: Ignore any information message displayed


Tab Roles
Role

SAP_CRM_ECO_ISE_TU_B2B

Tab Profiles
Profile

T_AC630025

9. Choose Save.

3.2.1.5

Creating a Reference User for B2C

Use
In this activity you create a special Internet user master record which is used in the B2C
Internet Customer Self-Service as a reference for new Internet users.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Creating an ICSS Reference User

Transaction Code

SU01

SAP Menu

Architecture and Technology System Administration User

Maintenance Users
2. Enter user ID YBP_ICSS_REF and choose Create.
3. Maintain the following values (example):
Field Name

Field Entry

Tab Address
Person
Last Name

User ICSS

First Name

Reference

Communication
Language

English

Tab Logon data


User Type
Reference
Password
Initial Password

<your password>

Repeat Password

<your password>

Tab Roles
Role

SAP_CRM_ECO_ISE_WU_B2C

Role

SAP_CRM_ECO_ISA_WU_B2C

Tab Profiles
Profile

T_AC630030

Profile

T_AC630055

4. Choose Save.

3.2.1.6

Setting Up Internet Users for B2C

Use
You can use this IMG activity to define which user scenario should be used for B2C in the ECommerce Internet Customer Self-Service.
In our case the user scenario uses a SU01 user that is linked to a business partner contact
person.
This structure gives you the option of defining personalization, workflow and specific user
roles.
Administration of this user is possible via role maintenance for Internet users in the business
partner master data.
This user scenario is the recommended configuration setting.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Set Up Registration Process

Transaction Code

SPRO

IMG Path

Customer Relationship Management E-Commerce Basic


Settings for E-Commerce Internet User Internet User
Settings Set Up Internet Users (B2C)

2. Check if the following entry exists:

Field Entry

Field Name
Change Internet User (SU05) for Internet User (SU01)

3. Choose Save.

Result
The recommended user scenario (SU01) has been selected.

3.2.1.7

Setting Up Registration Process for B2C

Use
In this activity, you set up the registration for the E-Commerce Internet Customer SelfService.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Setting Up Registration Process

Transaction Code

SPRO

IMG Path

Customer Relationship Management E-Commerce EService Internet Customer Self-Service Set Up


Registration Process

2. Maintain the following entries using the input help:


Field Name

Field Entry

Grouping

Y6 (CRM Consumer)

Group.Org.

Y6 (CRM Consumer)

Generated PWord

User Password Generated

Workflow
3. Choose Save and select a customizing request if required.

The B2C scenarios are usually part of a workflow process. Therefore the flag for
Workflow has to be set if a workflow process shall be triggered. This is usually an
e-mail after the system administrator verifies the validity of the user.
Currently there are no standard SAP workflows for the E-Commerce Internet
Customer Self-Service existing. This has been left to the discretion of any
customer.

Result
The registration for the E-Commerce Internet Customer Self-Service has been set up.

3.2.1.8

Assigning a Reference User Variable for Internet


Users for B2C

Use
In this activity you assign the variable for a reference user to an existing user master record.

The user master record assigned here is used in the B2C E-Commerce Internet Customer
Self-Service reference for new Internet users to be created (SU01). It is entered in the field
"Reference User" for the new user master record. The Internet user authorization checks are
firstly performed with reference to this user master record.
If there is no appropriate user master record existing in the system, you need to create one in
advance using the user administration environment (SU01).

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Assigning a Reference User Variable for Internet Users

Transaction Code

SPRO

IMG Path

Customer Relationship Management E-Commerce Basic


Settings for E-Commerce Internet User Internet User
Settings Assign Reference User Variable for Internet Users
(B2C)

2. Choose New Entries.


3. Maintain the following values:
Field Name

Field Entry

Variable

$INTERNETUSR

Ref. User

YBP_ICSS_REF

4. Choose Save and select a customizing request if required.

Result
You assigned a reference user master record to the internet user variable.

3.2.1.9

Configuring Field Attributes for Each Client

Use
In this activity you define which fields at field group level in master record maintenance

require an entry (required entry)

are ready for input (optional entry)

are displayed (display)

are hidden (hide),

depending on the application object.


This definition is linked with the field status of the other criteria. The status of the field in the
input screen for master data is derived from this link.
Check the attributes delivered, and maintain the following changes.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Configuring Field Attributes for Each Client

Transaction Code

SPRO

IMG Path

Cross Application Components SAP Business Partner


Business Partner Relationships Basic Settings Field
Groupings Configure Field Attributes For Each Client

2. Choose New Entries.


3. Maintain the following values (using the input help):
Field Name

Field Entry

App.Object

BUPA (SAP Business Partner)

4. Choose Save.
5. Highlight application object BUPA (SAP Business Partner) and choose Field Grouping.
6. Double-click data set CRM Classification (CRM040).
7. Check if the following settings exist:
Description

Field
grp

Attribute 10

1090

R/3 Account
Group

1072

Hide

Req.
entry

Opt.
entry

Display

Not spec.

8. Choose Save.

3.2.2

Transaction Settings for E-Service Processes

3.2.2.1

Defining Status Profile for ICSS

Use
When the Internet user creates a complaint or a service request in the web, he can also
check the current status of his request depending on the document workflow.
In order to display the right status you need to check, if an appropriate status profile is
available (or you can create a new one) which also has to be assigned to the corresponding
service transaction.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Checking Status Profile for ICSS

Transaction Code

SPRO

IMG Path

Customer Relationship Management E-Commerce EService Internet Customer Self-Service Define and Assign
Status Profile for ICSS

2. Check if the following status profiles for service requests are available in the CRM
system:
Status profile

Text

Lang.

CRMCOMPL

SAP CRM Complaints

DE

CRMICSS1

SAP CRM Srvce ICSS w/ Assgmnt

DE

3. Mark each status profile and choose Details to check if the status profile contains the user
status you need.
The default settings in the CRM system are maintained in German.
4. If you want to maintain the user status of those status profile also in language EN perform
the following steps:

5. Mark status profile CRMICSS1, choose Copy As and enter the following values:
Field Name

Field Entry

Status profile

YCRICSS1

Text

BP CRM Srvce ICSS w/ Assgmnt

Maintenance Language

EN

6. Choose Continue.
7. Repeat this step for status profile CRMCOMPL:
Field Name

Field Entry

Status profile

YCRCOMPL

Text

BP CRM Complaints

Maintenance Language

EN

8. Choose Save and select a customizing request if required.

Result
You checked the existence of the status profiles CRMICSS1 and CRMCOMPL.
If necessary you also created a copy of them with an English user status.

3.2.2.2

Defining Partner Determination Procedure

Use
In this activity, you define partner determination procedures that the system uses to
automatically enter partners in business transactions. The partner functions and access
sequences you have defined are brought together here.

Procedure
1. To carry out the activity, choose one of the following navigation options:
SAP CRM

Defining Partner Determination Procedure

Transaction code

SPRO

IMG Path

Customer Relationship Management  Basic Functions  Partner


Processing  Define Partner Determination Procedure

2. Mark the standard determination procedure for service headers 00000033 (SAP Service:
ICSS Header) and choose Copy As

When creating new data manually (not using the BC-Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts
etc.) twice, after having logged on the system with the appropriate language (EN
and/or DE).
3. Maintain the following entries:
Field Name

Field Entry

Procedure

Y0000033

Description

BP Service Header ICSS (EN);


BP Servicekopf ICSS (DE)

4. Choose Enter.
5. On screen Specify object to be copied choose copy all.
6. Confirm the following information message.
7. Select the new procedure and double-click on folder Partner Functions in Procedure.
8. Select function 00000055 Ship-To Party/Service Recipient (CRM) and choose Delete.
9. Select the partner function 00000056 Service Employee Group (CRM) and choose
Details.
10. Maintain the following entries:
Field Name

Entries

PartnerDetProc

Y0000033 (BP Service Header ICSS)

Partner Function

00000056 Service Employee Group (CRM)

Changeable (if)
No. of Occurrences (Lowest)

No. of Occurrences (Highest)

Changeable addr.
Access sequence

0011 Organizational Data: Service Team using


Product or Rule

Determination tm.

Recurring

Characteristics Gr

Generally Valid Group

11. Double-click on folder User Interface Settings.


12. Maintain the following entry:
Field Name

Field Entry

PartnerDetProc

Y0000033 (BP Service Header ICSS)

Partner Function3

00000056 Service Employee Group (CRM)

13. Choose Save.


14. Double-click on folder Partner Functions in Procedure and choose New Entries.
15. Maintain the following entries:
Field Name

Entries

PartnerDetProc

Y0000033 (BP Service Header ICSS)

Partner Function

00000002
Ship-To Party (CRM)

Changeable (if)
No. of Occurrences (Lowest)

No. of Occurrences (Highest)

Changeable addr.
Access sequence

0005 Preceding Document -> Business Partner


Relationships: Sold-To Party -> Current P

Determination tm.

Recurring

Characteristics Gr

Generally Valid Group

16. Choose Save.


17. Select Function 00000014 Employee Responsible (CRM) and choose Details.

18. Maintain the following entries:


Field Name

Entries

PartnerDetProc

Y0000033 (BP Service Header ICSS)

Partner Function

00000014
Employee Responsible (CRM)

Changeable (if)
No. of Occurrences (Lowest)

No. of Occurrences (Highest)

Changeable addr.
Access sequence

1001 Business Partner Relationships: Sold-To Party

Determination tm.

Recurring

Characteristics Gr

Generally Valid Group

19. Choose Save.

3.2.2.3

Defining Transaction Type for ICSS Service Request

Use
A transaction type defines the properties and characteristics of a business transaction (for
example, sales order, service request, sales call), and defines the control attributes (for
example, text determination procedure, partner determination procedure, status profile,
organizational data profile). A transaction type controls the processing of a specific business
transaction.
For creating a service order type copy the standard transaction type ICSS - SAP Service ICSS. Keep all the standard settings from the standard transaction type ICSS as default
settings- only the settings listed below will be changed.

Procedure
1. To carry out the activity, choose one of the following navigation options:
SAP CRM

Defining Transaction Type for ICSS Service Request

Transaction code

SPRO

IMG Path

Customer Relationship Management  Transactions  Basic


Settings  Define Transaction Types

2. Select transaction type ICSS and choose Copy As


3. For folder Definition of transaction types maintain only the following values (and keep the
others unchanged):
Field Name

Entry

Trans. Type

YCSS - BP Service - ICSS

General
Description

Best Practices Service Request ICSS (EN);


Best Practices Serviceanforderung ICSS (DE)

Profiles
Partner Determ.Proc.

Y0000033 (BP Service Header ICSS)

Status profile

YCRICSS1

Activity Customizing header level

Field Name

Entry

Category

URL Internet

4. Choose Enter.
5. Confirm the following information message.
6. Choose Save and choose a customizing request if required.

3.2.2.4

Defining Item Category Determination

Use
The purpose of this activity is to define, per business transaction category and item category
group, which item categories the system defaults for processing business transactions. At the
same time, you can define which item categories can alternatively be entered manually for
system default. There are a maximum of three alternative item categories possible.

Procedure
1. To carry out the activity, choose one of the following navigation options:
SAP CRM

Defining Item Category Determination

Transaction code

SPRO

IMG Path

Customer Relationship Management  Transactions  Basic


Settings  Define Item Category Determination

2. Highlight all existing item category determinations of transaction type ICSS.


3. Choose Copy As
4. On screen Change View Item Category Determination: Details of Selected Set maintain
the following entry:
Field Name

Value

Trans. Type

YCSS (BP Service - ICSS)

5. Choose Enter and repeat step 4 until all item category determinations of transaction type
ICSS were copied to the new transaction type YCSS.
6. Choose Save and select a customizing request if required.
7. Choose New Entries.
8. Maintain the values as shown in the following table.
Field Name

Value

Trans. Type

YCSS (BP Service - ICSS)

Item Cat. Group

Service Item (SRVO)

Item Category Determination


Item Category

YSRP (BP Service Item)

Alt. itm cat.1

SRVS (SAP Std Serv ProdItm)

Alt. itm cat.2

TAN (Sales Item)

Alt. itm cat.3

SRVM (SAP Spare Part Item)

9. Choose Save and Back.

Result

All necessary item category determinations for the new transaction type YCSS (BP Service
ICSS) have been defined.

3.2.2.5

Defining Copy Control for Transaction Type

Use
The purpose of this activity is to define the control for copying business transaction types.

Procedure
1. To carry out the activity, choose one of the following navigation options:
SAP CRM

Defining Copy Control for Transaction Type

Transaction code

SPRO

IMG Path

Customer Relationship Management  Transactions  Basic


Settings  Copying Control for Business Transactions  Define
Copying Control for Transaction Types

2. To maintain the copy control for Service Request  Service Confirmation choose New
Entries.
3. Maintain the values as shown in the following table.
Field Name

Value

Source trans.

YCSS (BP Service ICSS)

Trans. type

YCON (BP Confirmation)

Copy Price Agreements


4. Choose Save.
5. Choose Back twice.

3.2.2.6

Assigning Item Category for Billing

Use
The purpose of this activity is to assign a combination of the business transaction type (that
is, process type of the source application) and the item category of the relevant CRM
business transaction to an item category in CRM Billing. If this is not performed, CRM Billing
doesnt work.

Prerequisites
Before you start assigning item categories for CRM Billing, make sure that you have defined
the transaction types and item categories for transactions that you wish to assign here.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Assigning Item Category for Billing

Transaction Code

BEA_ITC_DET

IMG Menu

Customer Relationship Management  Billing  Item Category


Determination  Assign Item Categories

2. Mark CRMB and choose Copy to select CRM Billing as Billing Engine Application.

3. Choose New Entries and enter the following data (using the input help):
Source Process Cat.

Source Item Category

Billing Itm Category

YCSS

YSRP

YSCN

4. Choose Save.

Result
The billing item category YSCN is assigned to the E-Service transaction type YCSS and item
category YSRP.

3.2.2.7

Defining Transaction Types for the Internet

Use
With this activity you define and assign the necessary transaction types for all E-Commerce
Internet Customer Self-Service processes being part of SAP Best Practices for CRM.

Prerequisites
The additional transaction type YCOM (BP Complaints) has already been created.
See the Configuration Guides of building block C28 CRM Complaint, chapter Transaction
Settings (SAP CRM) with all its subchapters.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Defining Transaction Type for the Internet

Transaction Code

SPRO

IMG Path

Customer Relationship Management E-Commerce EService Internet Customer Self Service Set Up Internet
Transactions Define Transaction Types for the Internet
(Without Web Requests)

2. The following transaction types are already predefined in the CRM system:
Define Transaction Types for Internet Service
Trans.
Type

Description

Trans.
Type

Subject
Profile

Txt
Type

RTxt
Typ

Description

S1

Service
Request

ICSS

SERVICE

S001

Service Request

S3

Information
Request

SRVO

SERVICE

S001

Information
Request

3. To create additional transaction types being used in the E-Service scenarios choose New
Entries and add the following values:
Trans.
Type

Description

Trans.
Type

Subject
Profile

Txt
Type

RTxt
Typ

Description

YS1

BP Serv.
Request ICSS

YCSS

SERVICE

S001

BP Service
Request for ICSS

YS4

BP Complaint
ICSS

YCOM

COMPLAINT

C001

BP Complaint for
ICSS

4. Choose Save.
5. Confirm the system messages and select a customizing request if required.

Result
The new transaction types for the internet YS1 and YS4 have been defined.

3.2.3

Subject Profiles

Use
To start the correct profile when creating an E-Commerce Internet Customer Self-Service
complaint you have to carry out some adaptations in the subject profile.

3.2.3.1

Maintaining Code Group Profile Level

Use
In this activity you change the hierarchy level of the subject profile.
The value that you select specifies the maximum hierarchy level that a code for this catalog
may have in a service process or a complaint.
Example: If you create a code from this catalog at level 1, you may only hang catalog codes
under this node if their hierarchy levels are greater than 1

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Maintaining Code Group Profile Level

Transaction Code

SPRO

IMG Path

Customer Relationship Management Basic Functions


Catalogs, Codes and Profiles Define Subject Profiles

2. Highlight subject profile COMPLAINT and double-click on folder Code Group Profile for
Subject Profile in the dialog structure.
3. Change the level for the following entry from Level 4 to Level 1:
Catalog

CdGrpPrfle

CdPrfleTxt

Level

Request (C4)

COMPLAINT

Customer Request

Level 1

4. Save your setting and select a customizing request if required.

3.3

Master Data Creation

3.3.1
3.3.1.1

Frequently Asked Questions (FAQs)


Assigning Frequently Asked Questions to Product

Use
You assign question(s) and solution(s) to your appropriate product(s) and give a description
for FAQs.

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Assigning Frequently Asked Questions to Product

Transaction Code

CRMD_IIA_FAQ

SAP Menu

Service Enterprise Intelligence Solution Database


Maintain Frequently Asked Questions

2. Select the appropriate product (e.g., C20010 Trading good 1) and choose Continue.
3. Mark the product to which you want to link to a problem to and choose FAQ Find
Problems from the menu.
4. On screen Problem Search Criteria use the input help of field Problem Number to search
for the newly created problem.

(For detailed information concerning the creation of problems and solutions see
the Configuration Guide of building block C13 CRM Service Master Data, chapter
Creating New Problems and Solutions).
5. Highlight one problem and choose Copy.
6. Choose Continue.
7. On screen SDB Refine Hit List Select Problems mark the appropriate problem and
choose Link Selected Problem.
8. Now a problem with corresponding solution has been assigned to a product.
In the middle frame on the right hand side you can enter the description text for the main
frequently asked question (e.g.; How can I change the colors of a monitor?).
9. Choose Save.

Depending on the language you are logged in, the link between product and
FAQs is created.
Restart the JAVA application.

Result
You have assigned a problem with corresponding solution to a product and at the same time
you defined a frequently asked question belonging to that problem.

3.3.2

Product Catalogs

Use
For the E-Service scenarios you need two different product catalogs.
One of them should contain all products and the other all services.

Prerequisites
Perform the following steps in the CRM system for each product available in the product
catalog that is used for product registration:
(a) Check if set type PRREF (Permitted Object Categories) is existing (using transaction
COMM_ATTRSET).
(b) Check if there is a default object category in the product master data.
Use transaction COMMPR01 to view the product categories of each product which should be
available in the product catalog for product registration. There should be only one product
category.
(c) Check if at least one category has got the set type PRREF assigned (using transaction
COMM_HIERARCHY):
1. Open the first category that you identified in the previous step.
2. Click on the assigned category. Choose tab SetTypes to view the assigned set types.
3. If there is set type PRREF assigned, you can proceed.
4. If none of the categories linked to the relevant products has set type PRREF assigned
you need to perform one of the following actions:

Dont use this product for the product catalog

Add the set type PRREF to one of the product categories assigned to the relevant
product(s) (e.g., to category MAT_HAWA, being a category of hierarchy
R3PRODSTYP).

Add another category to the relevant product(s) with set type PRREF.

3.3.2.1

Defining Country Groups

Use
Country groups are used during user maintenance in the Web Shop. The country group
function defines the countries to which products can be sold. For example, customers in the
USA can only select US addresses from the menu when they register.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Defining Country Groups

Transaction code

SPRO

IMG path

Customer Relationship Management  E-Commerce  ESelling  Define Country Groups

2. Choose New Entries.


3. Make the following entries:
Country Group

Description

Y001

US

Y002

EU Countries

4. Select your country group.


5. Double-click on Countries in the dialog structure.
6. Choose New Entries.
7. Type in the country key directly or use the input help to select the relevant country keys.
Country group Y001

Country group Y002

AR Argentina

AD Andorra

BR Brazil

AT Austria

CA Canada

BE Belgium

CL Chile

CH Switzerland

CO Columbia

CZ Czech Republic

CR Costa Rica

DE Germany (default)

EC Ecuador

DK Denmark

GT Guatemala

ES Spain

HN Honduras

FI Finland

MX Mexico

FR France

PA Panama

GB United Kingdom

PE Peru

GR Greece

PY Paraguay

HU Hungary

US USA

IE Ireland

(default)

UY Uruguay

IT Italy
NL Netherlands
NO Norway
PL Poland
PT Portugal
RO Rumania
RU Russian Fed.
SE Sweden
SI Slovenia
SK Slovakia

8. Choose Enter.
9. Keep the field with regions empty for all countries.

You can use this field if you want customers to fill out the region code of their
address when registering in the Web Shop.
10. Choose Save.

3.3.2.2 Maintaining the Product Catalog


3.3.2.2.1

Creating Product Catalogs

Use
The product catalog in ICSS is used in Installed Base Management, Request Management,
Service Contracts and Product Registration.
For the E-Service scenarios you need at least two different product catalogs.
One of them should contain all products, the other all services.

Prerequisites
Please make sure that all settings for the product catalog and the product catalog replication
have been done successfully (see appropriate chapters in the Configuration Guide of building
block C71 CRM Connectivity).

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Creating Product Catalogs

Transaction code

COMM_PCAT_ADM

SAP Menu

Master Data  Product Catalog  Maintain Product Catalog

2. Enter the name of your Product Catalog.


3. Select a Catalog Type
4. Choose Create.
5. Enter a description and specify a corresponding language key. You can maintain
descriptions in different languages for one catalog.
6. In the screen area Basic data, select the validation dates.

Prerequisite: If you are using automatic product assignment, you have created
the relevant product categories in the product master.
7. Choose Save.
Products Catalog:
Field Name

Value

Product Catalog

Y_BP_PC_ICSS_PRODUCTS

Catalog Type

Manual product assignment

Choose Create.
Field Name

Value

Description

BP PC for ICSS Products (EN)


BP PC fr ICSS Produkte (DE)

Basic Data
Valid From

<today>

Valid To

<e.g., one year later>

From the menu choose Product Catalog Another catalog.


Services Catalog:

Field Name

Value

Product Catalog

Y_BP_PC_ICSS_SERVICES

Catalog Type

BP Service Catalog

Choose Create.
Field Name

Value

Description

BP PC for ICSS Services (EN)


BP PC fr ICSS Services (DE)

Basic Data
Valid From

<today>

Valid To

<e.g., one year later>

Choose Enter and Save.

Result
Now you created two catalogs, one for products (materials), one for services.

3.3.2.2.2

Creating Catalog Variants for Products

Use
The catalog variants enable you to determine the specifications of the catalog to be
published.
You have to define for each language you want to display in the Web Shop a variant.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Creating Catalog Variants for Products

Transaction code

COMM_PCAT_ADM

SAP Menu

Master Data  Product Catalog  Maintain Product Catalog

2. In the Product Catalog field, enter Y_BP_PC_ICSS_PRODUCTS.


3. Choose Change.
4. To create the catalog variants, go to the screen area Variants.
5. In the field Maint. language, specify the language in which you want to maintain the
catalog variant data.
6. Make the following entries:
Field name

Value (Example)

Value (Example)

Catalog Variant

ICSS_PRODUCT01

ICSS_PRODUCT02

Description

ICSS_PRODUCT01(EN)

ICSS_PRODUCT02 (DE)

Language

English

German

Currency

<variable>, EUR or USD

<variable>, EUR or USD

Sales organization

<sales organization>
for example, BP_sales

<sales organization>
for example, BP_sales

Distribution channel

<distribution channel>
for example, 01

<distribution channel>
for example, 01

Field name

Value (Example)

Value (Example)

Pricing Procedure

<pricing procedure>
RVAA01 (Germany),
RVAXUD (US)

<pricing procedure>
RVAA01 (Germany),
RVAXUD (US)

UoM type (Unit of measure)

Base unit of measure

Base unit of measure

Valid from

(optional)

(optional)

Valid to

(optional)

(optional)

7. Choose Save.

3.3.2.2.3

Creating Catalog Variants for Services

Use
The catalog variants enable you to determine the specifications of the catalog to be
published.
You have to define for each language you want to display in the Web Shop a variant.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Creating Catalog Variants for Services

Transaction code

COMM_PCAT_ADM

SAP Menu

Master Data  Product Catalog  Maintain Product Catalog

2. In the Product Catalog field, enter Y_BP_PC_ICSS_SERVICES.


3. Choose Change.
4. To create the catalog variants, go to the screen area Variants.
5. In the field Maint. language, specify the language in which you want to maintain the
catalog variant data.
6. Make the following entries:
Field name

Value (Example)

Value (Example)

Catalog Variant

ICSS_SERCIVE01

ICSS_SERCIVE02

Description

ICSS_SERCIVE01(EN)

ICSS_SERCIVE02 (DE)

Language

English

German

Currency

<variable>, EUR or USD

<variable>, EUR or USD

Service organization

<service organization> for


example BP_SERVC

<service organization> for


example BP_SERVC

Sales organization

<sales organization>
for example, BP_sales

<sales organization>
for example, BP_sales

Distribution channel

<distribution channel>
for example, 01

<distribution channel>
for example, 01

Pricing Procedure

<pricing procedure>
for example Y3SRVV

<pricing procedure> for


example Y3SRVV

UoM type (Unit of


measure)

Base unit of measure

Base unit of measure

Valid from

(optional)

(optional)

Valid to

(optional)

(optional)

7. Choose Save.

3.3.2.2.4

Creating Catalog Areas

Use
With this function you can structure and organize your product catalog to fit your needs.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Creating Catalog Areas

Transaction code

COMM_PCAT_ADM

SAP Menu

Master Data  Product Catalog  Maintain Product Catalog

2. In the Product Catalog field, enter your Product Catalog.


3. Choose Change.
4. To create catalog areas, from the screen area Object name, select the node Product
Catalog and click the right mouse button. Choose Create Subarea.
5. In the field Catalog area, enter a name for your Catalog Area.
6. In the field Description, enter a <Description> for the catalog area.
Note: To access these areas within the Web Shop you have to maintain a separate
language variant of the description for each area in every language that is used to log on
to your Web Shop. Using the language key, you can create descriptions in different
languages.

To manually assign the products to your catalog area, ensure that the field
AutoAssign is deselected. To automatically assign the products to your catalog
area, select the field AutoAssign.
7. At header data area you can assign documents (pictures) to the catalog area, select the
Documents tab and choose Import Document or Create..
8. To create texts, select the tab Texts and choose Create.
9. Choose Save.
10. To create further subareas for an individual subarea, select Sub area or Adjacent area.
11. Maintain one catalog area for each of the new catalogs one after another.
Use the following data:
Field Name

Value

Product Catalog

Y_BP_PC_ICSS_PRODUCTS

Catalog Area

PRODUCT AREA

Description

Product Area (English)


Produktbereich (Deutsch)

Field Name

Value

Product Catalog

Y_BP_PC_ICSS_SERVICES

Catalog Area

SERVICE AREA

Description

Service Area(English)
Servicebereich (Deutsch)

3.3.2.2.5

Assigning Products to the Product Catalog

Use
After creating the product catalog, you assign products manually to the catalog.
Ensure that the products belong to the sales areas that you have specified for the catalog
variants.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Assigning Products to the Product Catalog

Transaction code

COMM_PCAT_ADM

SAP Menu

Master Data  Product Catalog  Maintain Product Catalog

2. In the Product Catalog field, enter your Product Catalog.


3. Choose Change.
4. Check that the status is Inactive.

A yellow light bulb indicates that the status is Active. To set the status to Inactive,
click the light bulb and a gray light bulb appears.
To add new products to your product catalog, you must first deactivate the status on all
levels.
5. In the Object Name screen area, select your product catalog.
6. Choose Expand all.
7. Double-click the catalog area to which you want to manually assign the products.
8. Enter your products at Item Overview Area.
9. Check that the product status is Inactive.

The product is only visible in those catalog variants which have the same
assignment of a sales organization as the product.
10. Choose Save.
Field Name

Value

Product Catalog

Y_BP_PC_ICSS_PRODUCTS

Assigned Products
Product ID

Product Description

C20010

Trading good 1

C20011

Trading good 2

C20012

Trading good 3

C20020

Trading good 4

C20030

Trading good 5

C20040

Trading good 6

11. Choose Save.

3.3.2.2.6

Assigning Services to the Product Catalog

Use
After creating the product catalog, you assign products manually to the catalog.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Assigning Products to the Product Catalog

Transaction code

COMM_PCAT_ADM

SAP Menu

Master Data  Product Catalog  Maintain Product Catalog

2. In the Product Catalog field, enter your Product Catalog.


3. Choose Change.
4. Check that the status is Inactive.

A yellow light bulb indicates that the status is Active. To set the status to Inactive,
click the light bulb and a gray light bulb appears.
To add new products to your product catalog, you must first deactivate the status on all
levels.
5. In the Object Name screen area, select your product catalog.
6. Choose Expand all.
7. Double-click the catalog area to which you want to manually assign the products.
8. Enter your products at Item Overview Area.
9. Check that the product status is Inactive.

The product is only visible in those catalog variants which have the same
assignment of a sales organization as the product.
10. Choose Save.
Field Name

Value

Product Catalog

Y_BP_PC_ICSS_SERVICES

Assigned Products
Product ID

Product Description

CSSRV_01

Maintenance

CSSRV_02

Repair

CSSRV_03

Monitor Repair

CSSRV_04

Printer Repair

11. Choose Save.

3.3.2.2.7 Activating the Product Catalog for Publication


Use
To publish your product catalog, you must activate the following parts of the product catalog:

Catalog header

Catalog variants

Catalog areas

Catalog sub areas

Product item level

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Activating the Product Catalog for Publication

Transaction code

COMM_PCAT_ADM

SAP Menu

Master Data  Product Catalog  Maintain Product Catalog

2. In the Product Catalog field, enter Product Catalog.


3. Choose Change.
4. In the screen area Object Name, select the category subarea. Click the right mouse
button and choose Activate  Inclusive sub areas and items.
5. In the screen area Object name, double-click the catalog header.
6. Expand Header Data by choosing the Expand data area Button labeled Header Data
7. To activate the basic data and the variants, click the corresponding light bulb icons
(Activate). Ensure that the catalog is in change mode.
8. Choose Save.
Field Name

Value

Product Catalog

Y_BP_PC_ICSS_PRODUCTS

Product Catalog

Y_BP_PC_ICSS_SERVICES

3.3.2.2.8 Replicating Product Catalog Contents Initially


Use
This function transports product catalog data (for example, product items or text) to the index
server. You can replicate all or individual product catalog variants. The replicated product
catalog contents are transferred from the index server to the Web server. The product catalog
contents are then available in the E-Commerce application

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Replicating Product Catalog Contents In

Transaction code

COMM_PCAT_IMS_INIT

SAP Menu

Master Data  Product Catalog  Initial Replication

2. In the screen areas Input parameters and Run parameters, enter the following data:

Field name

Entry

Product catalog

<Product Catalog>

Variant (empty = all)

No entry

Search server
relation

<search server relation>

Publishing computer
ID

<publishing computer ID>

Force Overwriting of
Indexes

selected

(name as defined in the transaction SRMO)

(name as defined in Customizing set targets for publishing)

3. Choose Execute (F8).


Field Name

Value

<Product Catalog>

Y_BP_PC_ICSS_PRODUCTS

<Product Catalog>

Y_BP_PC_ICSS_SERVICES

4. After the replication is complete, you receive a log of the results. If the traffic lights are
green, the replication was successful.

If errors occur when replicating the data to the TREX server, you might have to
restart the TREX server ask your system administrator.

3.3.2.2.9 Delta Replication of the Product Catalog


Use
Changes to the Product Catalog (e.g. adding new products, assigning images, defining views)
are not automatically transferred to the Web Server. A replication of the delta information is
necessary.
After the initial replication this activity has to execute for every catalog content change that
should be available on the index server and the Web server.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Delta Replication of the Product Catalog

Transaction code

COMM_PCAT_IMS_UPDA

SAP Menu

Master Data  Product Catalog  Update Replication

2. Enter the following data:


Field name

Entry

Product catalog

<Product Catalog>

Variant (empty = all)

No entry

3. Choose Execute (F8).


4. After the replication is complete, you receive a log of the results. If the traffic lights are
green, the replication was successful.

3.3.2.3

Maintaining Product Catalog Usage

Use
In this activity, you set up the product catalog used in the E-Commerce Internet Customer
Self-Service by maintaining the corresponding indicator for the usage of the product catalog.

The indicators of your catalog will be entered in the XCM settings (see chapter
Extended Configuration Management (XCM).

Procedure
1. Access the activity using one of the following navigation options:
SAP CRM

Maintaining Product Catalog Usage

Transaction Code

SPRO

IMG Path

Customer Relationship Management E-Commerce  EService Internet Customer Self-Service Set Up Internet
Transactions Product Catalog Usage

2. Choose New Entries and maintain the following entries using the input help:
Indicator

Product Catalog

Catalog Variant

1000

Y_BP_PC_ICSS_PRODUCTS

ICSS_PRODUCT01

2000

Y_BP_PC_ICSS_SERVICES

ICSS_SERCIVE01

3. Choose Save.

Result
Now you have created the product catalog connection between the web application and the
back end.

3.4

Extended Configuration Management (XCM)

Use
The Extended Configuration Management (XCM) Administrator is the configuration tool for
the Java components of the ICSS application.
The description of the XCM configuration settings is separated into two parts:

One for the B2B scenario for E-Service


(URL: http://<host>:<port>/icss_b2b/admin/index.jsp)

One for the B2C Scenario for E-Service


(URL: http://<host>:<port>/icss_b2c/admin/index.jsp).

3.4.1

Assigning J2EE Admin Role to User Profile

Use
Before you can maintain the XCM, you have to assign to your su01 user a special profile that
allows you the access to XCM.

Procedure
1. Access the activity using the following navigation option:
SAP CRM

Assigning J2EE Role to User Profile

Transaction code

SU01

SAP Menu

Architecture and Technology  Administration  System


Administration  User Maintenance  Users

2. Enter your User and choose Change.


3. Choose the tab Roles.
4. Enter additional Role SAP_J2EE_ADMIN.
5. Choose Save.

3.4.2

XCM Configuration for User Administration

Use
Before you create a user, you have to define your customer configuration and set up the
parameters for the user administration.

Procedure
1.

Access the activity using the following navigation option:


Web browser

XCM Configuration for User Administration

URL

http://<host>:<port>/isauseradm/admin/xcm/init.do

Username

<Your User>

Password

<your Password>

2. Select the pre-configured SAP Configuration:

XCM Menu

Start  Application Configurations  SAP 


isauseradmStandard

3. Choose Edit.
4. Enter the configuration name in the field Create customer configuration based on this
SAP application configuration, for example =<yourscenario> (the name of configuration is
case- sensitive).
5. Choose Create.
6. Assign a value to a configuration parameter jcodata by selecting the appropriate value
from the dropdown list box.

If the parameter jcodata doesnt exist, you can create it in the folder Components
 Customer  jco, which is described below.
7. Restart the Java application now or after the next section Maintaining JCO Data.
8. Choose Advanced Settings: Display.
9. Change entry usertype to CRM SU01 UserID if you dont want to use UME.
10. Choose Save Configuration.

3.4.3

Maintaining the JCO Component

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining JCO Component

URL

http://<host>:<port>/isauseradm/admin/xcm/init.do

Username

<Your User>

Password

<your Password>

2. Access the JCo Component:


XCM Menu

Start  Components  Customer  jco

3. Enter the required data, for example:


Name

Description

Client

The client used to log on to the SAP system,

Group

Group (for example, PUBLIC)

lang

Language (for example, en)

Maxcon

Maximum size of SAP Java Connector pool

mshost

Message server host name

passwd

Password for SAP system. This password is encrypted when it is


stored.

r3name

System ID (for example, IDES)

User

User name (for example, weblogin)

4. Choose Save configuration.


5. Restart the Java application.

3.4.4

Creating the User for Web Shop Manager

Use
In order to create or maintain an Internet User you need a user with the authorization role
Web Shop Manager: SAP_CRM_ISA_WEBSHOP_MANAGER.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Creating the User for Web Shop Manager

Transaction Code

SU01

SAP Menu

Architecture and Technology  Administration  System


Administration  User Maintenance  Users

2. In the User field, enter WEBADMIN.


3. Choose Create (F8).
4. Enter the following data:
Address tab
Last Name

Web Shop Manager

E-Mail

A valid e-mail address which appears as sender of user and


password

Comm. Method

E-Mail

Logon data tab


WEBADMIN

Alias

The alias is required for the determination of the User by logon to


the Web-Management.
User type

Dialog

Password

Initial ( at the first logon change password to welcome)

Roles tab
Role

SAP_CRM_ISA_WEBSHOP_MANAGER

5. Choose Save.

3.4.5

Creating Internet Users

Use
There are two different ways to create B2B internet users to log on to the E-Commerce
Internet Customer Self-Service. It is your choice which way you want to choose.
You can use the Web User Interface or you can you the Business Partner Maintenance in the
CRM system.
For the Web User Interface we describe how to create an internet user for a contact person
that already exists for a customer and how to create internet users for new contact persons at
the customer side.

For the Business Partner Maintenance in the CRM system we describe how to create for an
internet user for an already existing contact person.

3.4.5.1

Creating Internet Users with the Web User Interface

3.4.5.1.1
Creating Internet Users for Existing Contact
Persons
Prerequisites
The contact persons in the CRM system have maintained the contact person relationship
general data. The e-mail address is important.

Use
You have to use the User administration with the authorization web shop manager or a
customer company super user for creating Internet Users.

Procedure
1. Access the activity using the following navigation option:
Web
browser

Creating an Internet User for Business Partner

URL

http://<host>:<port>/isauseradm/useradmin/init.do?scenario.xcm=<yourscenario>

2. Log on to the Web User Management with the above-created user/password (for
example, Web Shop Manager user/password).
3. Choose Create new users.
4. Go to section Create New User for Existing Contact Person Create.
5. Select the relevant Contact Person and choose Copy.
6. Enter the User ID of the user.
7. Assign the authorization, select ISE_B2B and choose

8. Choose Continue.
9. Choose Create.
You get a new initial password and have to pass on the access data to the Internet user.
The first time you log on to the Web shop you have to change this.
10. Choose Exit.

The e-mail address for the contact person must be maintained in section Checking e-mail
address for Contact Person.
If you try to create an order in the Web shop and get a runtime error, the problem is that the
user and the sold-to-party have different format settings (for example, date). You have to use
the same format as the sold-to-party. You can set this up via transaction code SU01 in the
CRM system.
For example: The user with alias Chung_egon is created based on the Web User interface.
After creating the user, you have to log on to the CRM system (SAP GUI). Start SU01 and
search for the alias Chung_egon and go to the tab Defaults, then set the Decimal Notation
with the format for country US
data.

and Date Format

. Save the

3.4.5.1.2

Creating Internet Users for new Contact Persons

Please check the Delta Guide.

Use
You have to use the User administration with the authorization web shop manager or a
customer company super user for creating Internet Users.

Procedure
1. Access the activity using the following navigation option:
Web
browser

Creating an Internet User for Business Partner

URL

http://<host>:<port>/isauseradm/useradmin/init.do?scenario.xcm=<yourscenario>

2. Log on to the Web User Management with the above-created user/password (for
example, Web Shop Manager user/password).
3. Choose Create New Users.
4. Enter the User ID; E-mail of the user.
5. Assign the companies; by clicking the link Company search you can also search for the
company of the User or display all. Then select the company, and adopt the selected
company.
6. Assign the authorization ISE_B2B and choose

7. Select via the drop down list the Form of Address/Title, for example, Mr.
8. Enter the First Name/Name.
9. Choose Continue.
10. Select company address and enter the communication data: language, telephone, fax.
11. Choose Create.
12. You get a new initial password and have to pass on the access data to the Internet user.
The first time you log on to the Web shop you have to change this.

If you try to create an order in the Web shop and get a runtime error. The problem is that the
user and the sold-to-party have different format settings (for example, date). You have to use
the same format as the sold-to-party. You can set this up via transaction code SU01 in the
CRM system.
For example: The user with alias Chung_egon is created based on the Web User interface.
After creating the user, you have to log on to the CRM system (SAP GUI). Start SU01 and
search for the alias Chung_egon and go to the tab Defaults, then set the Decimal Notation
with the format for country US
data.

3.4.5.2

and Date Format

. Save the

Creating Internet Users via Business Partner


Maintenance

Use
This is the procedure to create internet users for contact persons, which already exist in the
ECC system.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Creating Contact Persons for Business Partners

Transaction code

BP

SAP Menu

Master Data  Business Partner  Maintain Business Partner

2. Search the Contact Person for which you want to create an Internet User.
3. Go to the General Data Page and choose Change.
4. In the field Change in BP Role, choose the Internet User (New) role.
5. Go to the Internet User tab.
6. Enter the Internet User and Password. The Internet User field corresponds to the Alias
field in SU01 User Maintenance.
7. In User Roles, enter the role SAP_CRM_ECO_ISE_WU_B2B.
8. Choose Save.

Result
You can log on to the Web shop with the Internet User and Password you created.

3.4.5.3

Checking the Internet User Settings

Use
You must check that the Alias is maintained for the Internet User, if you are not using a
Portal. Otherwise you cant log on to ICSS. In the following chapter Maintaining the ICSS
Application Configuration the assignment of the usertype CRM_Standalone is done.
Depending on your user concept if you want to use the Alias or the User ID these are the
chapters were you have to maintain the data according your decision.
Check that the date and the format settings or your internet user correspond to the settings of
your system.

Procedure
1. Access the activity using the following navigation options:
SAP CRM

Checking the Internet User Settings

Transaction Code

SU01

SAP Menu

Architecture and Technology  Administration  System


Administration  User Maintenance  Users

2. Enter the User and choose Change.


3. If there are inconsistencies with the address maintain the required data. (Last Name, First
Name and E-Mail)
4. Go to the Logon data tab page.
5. Maintain the Alias.
6. Go to the Roles tab page.
7. Choose Display/Change, so that you are in display mode.
8. If the Role SAP_CRM_ECO_ISE_WU_B2B is red. Double click on the Role. Otherwise
go to step 13.
9. Go to the User tab page.

10. Choose User comparison.


11. Choose Complete comparison.
12. Choose Back.
13. Go to the Defaults tab.
14. Choose Change, that you are in change mode.
15. Set the Decimal Notation and Date Format according your country settings. For example,
for country US

and Date Format

16. Choose Save.

3.4.6

B2B Scenario

Use
The XCM configuration is scenario-dependent. For that reason use the B2B link just for the
configuration of the B2B scenario and the B2C link only for the B2C scenario.
In most cases both configurations are very similar but there can be of course some
differences as well.

Procedure
1. Start the XCM Administrator in your Web browser using the following navigation options:
Web browser

Extended Configuration Management (XCM)

URL

http://<host>:<port>/icss_b2b/admin/index.jsp

User name

<Your CRM User>

Password

<Your CRM Password>

2. Click on XCM Administration to start the configuration tool.


3. After starting the XCM administration you find a Start menu in the left frame. It contains:

General Settings:
Here you carry out some general settings for your application.

Application Configurations:
Contains all components used in your application.

Components:
Area to build up your application.
You should customize the components before defining the application.
All components are already available with their default settings, so only the necessary
changes are described in this guide.

Only maintain modifications in the Customer area never change entries in


the SAP area!

When changing a XCM setting, the orange row indicates that value is derived
from base configuration and has been changed by the customer.

3.4.7

General Settings

3.4.7.1

Maintaining LWC Component

Use
The purpose of this activity is to maintain the general web application scope settings for Live
Web Collaboration. The LWC component contains the configuration needed for running Live
Web Collaboration. It contains configuration for Email functionality, JMS, routing of customers
requests, and other third party product configuration.
In case you have CCMS monitoring in use and or you want to use the LWC communication
channels (especially e-mail) make some entries here. Otherwise you can accept all default
settings, theres no need to make any changes here.

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining LWC Component

URL

http://<host>:<port>/icss_b2b/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM

Password>

2. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start  General Application Settings  Customer  lwc 


lwcconfig

Choose the button Edit and change the status of XCM to Edit mode.
Don't forget to switch to Display mode after saving changes.
3. Maintain the following parameters (use the scrolling buttons to navigate to the parameters
on the different pages) and leave the others unchanged:
Field name

Value

Page 1
mail.smtp.host

<your relevant SMTP server>

cic.mail.to

<your service e-mail address to where the e-mails from your


customers should be sent to>

Ask your administrator for the relevant e-mail address and SMTP server.
For testing purposes you can use already existing e-mail addresses (e.g., your
own e-mail address).
4. Choose Save Configuration.
5. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.8

Components

Use
In this area you define the components of your Java application. In the customizing of the
components you mainly define the appearance of the ABAP objects in the Java environment
and the value transfer for these objects between the ABAP and the Java environment.
The configuration of the components being listed here does not have to be changed:

PRODUCT_REGISTRATION

REQUESTS

IBASE_SELECTION

EMAILSIZE

FORGOT_PASSWORD_FORM

IBASE

SOLUTION_SEARCH

ATTACHMENTS

Ims

USER_ID

FIRST_FUNCTION

MIME_TYPES_ICONS

PRODUCT_SELECTION

3.4.8.1

Checking Available Functions Component

Use
The Functions Available component contains parameters for enabling or disabling various
functions.
Check if all parameters are enabled (value 1) in the pre-defined SAP component
configuration.

Procedure
1. Access the activity using the following navigation option:
Web browser

Checking Available Functions Component

URL

http://<host>:<port>/icss_b2b/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM

Password>

2. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start  Components  SAP  AVAILABLE_FUNCTIONS 


AVAILABLE_FUNCTIONSdefault

3. Check if all parameters are enabled (value 1) in the pre-defined SAP component
configuration.
4. If not, create a new customer component configuration with BP_FUNCTIONS as
Configuration Name:
XCM Menu

Start  Components  Customer  FUNCTIONS_AVAILABLE

5. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.8.2

Maintaining Product Catalog Component

Use
The purpose of this activity is to make sure that the entries maintained in component Product
Catalog correspond with those entries made in the ABAP customizing (see chapter
Maintaining Catalog Usage).
Corresponding IMG path in the CRM system:
Customer Relationship Management E-Service Internet Customer Self-Service Set
Up Internet Transactions Product Catalog Usage).

Make sure that the catalogs really exist and already are replicated.

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining Product Catalog Component

URL

http://<host>:<port>/icss_b2b/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM

Password>

2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

Start  Components  Customer  product_catalog

3. To create a new component configuration, type in BP_PRODUCT_CATALOG as Name and


choose Create.
4. Maintain the following entries using the input help:
Field name

Value

PCAT_FOR_PRODUCT_REGISTRATION

1000

PCAT_FOR_REFERENCE_OBJECT

1000

PCAT_FOR_SERVICE_REQUEST_ITEM

2000

PCAT_FOR_COMPLAINT_ITEM

1000

PCAT_MAX_CACHE

25

PCAT_SEARCH_RESULTS_MAX_PER_PAGE

25

5. Choose Save Configuration.


6. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.8.3

Maintaining Service Contract Component

Use
The purpose of this activity is to enables web users to see detailed information about their
service contracts. Web users who are contacts of companies have access to their service
contracts and to those of their company.

Procedure
1. Access the activity using the following navigation option:

Web browser

Maintaining Service Contract Component

URL

http://<host>:<port>/icss_b2b/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM Password>

2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

Start  Components  Customer  service_contract

3. To create a new component configuration, type in BP_SERVICE_CONTRACT as


Configuration Name and choose Create.
4. Check and maintain the following entries (use the scrolling buttons to navigate to the
parameters on the different pages) and leave the others unchanged:
Field name

Value

Page 1-3
DISPLAY_B2B_B2C *

B2B

DISPLAY_LIST_COLUMN_1_DETAIL_ENABLE

DISPLAY_LIST_COLUMN_3_DETAIL_ENABLE

DISPLAY_LIST_COLUMN_4_DETAIL_ENABLE

DISPLAY_LIST_COLUMN_5_DETAIL_ENABLE

DISPLAY_LIST_COLUMN_6_DETAIL_ENABLE

DISPLAY_LIST_COLUMN_7_DETAIL_ENABLE

ITEM_DISPLAY_LIST_COLUMN_2_DETAIL_ENABLE

ITEM_ DISPLAY_LIST_COLUMN_3_DETAIL_ENABLE

ITEM _DISPLAY_LIST_COLUMN_3_SORT_ENABLE

ITEM _DISPLAY_LIST_COLUMN_4_DETAIL_ENABLE

ITEM _DISPLAY_LIST_COLUMN_4_SORT_ENABLE

ITEM _DISPLAY_LIST_COLUMN_5_DETAIL_ENABLE

ITEM _DISPLAY_LIST_COLUMN_6_DETAIL_ENABLE

* If you run both scenarios for E-Commerce Internet Customer Self-Service, B2B
and B2C, you need to maintain field SR_CONF_DISPLAY_B2B_B2C in both
environments: in the XCM environment for B2B (value: B2B) and for B2C (value:
B2C).
5. Choose Save Configuration.
6. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.8.4

Maintaining Service Request Component

Use
The purpose of this activity is to make sure that the entries maintained in component Service
Request correspond with those entries made in the ABAP customizing concerning used
request types and product catalog (see chapter Defining Transaction Type for the Internet).
Corresponding IMG path in the CRM system:
Customer Relationship Management E-Service Internet Customer Self-Service Set

Up Internet Transactions Define Transaction Types for the Internet (Without Web
Requests)).

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining Service Request Component

URL

http://<host>:<port>/icss_b2b/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM Password>

2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

Start  Components  Customer  SERVICE_REQUEST

3. To create a new component configuration, type in BP_SERVICE_REQUEST as


Configuration Name and choose Create.
4. Check and maintain the following entries (use the scrolling buttons to navigate to the
parameters on the different pages) and leave the others unchanged:
Field name

Value

Page 1
CREATE_INFOREQ_TYPE

S3

CREATE_SERVREQ_TYPE

YS1

DISPLAY_B2B_B2C:

B2B

DISPLAY_LIST_COLUMN_1_DETAIL_ENABLE

Page 2
DISPLAY_LIST_COLUMN_4_DETAIL_ENABLE

DISPLAY_LIST_COLUMN_5_DETAIL_ENABLE

* If you run both scenarios for E-Service, B2B and B2C, you need to maintain
field SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCM
environment for B2B (value: B2B) and for B2C (value: B2C).
5. Choose Save Configuration.
6. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.8.5

Maintaining Live Web Collaboration Component

Use
If the functionalities of Email/Chat and Voice over IP should be included (as the e-mail
functionality in our case) the Contact Us functionality should lead to Live Web Collaboration
(Online Support) function (value 1).

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining Live Web Collaboration Component

URL

http://<host>:<port>/icss_b2b/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM Password>

2. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start  Components  Customer  Live_Web_Collaboration

3. To create a new component configuration, type in BP_ICSS_LWC_ENABLE as


Configuration Name and choose Create.
4. Maintain the following entry using the input help:
Field name

Value

lwc_enable

5. Choose Save Configuration.


6. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.8.6

Maintaining Complaint Component

Use
In the E-Commerce Internet Customer Self-Service, the complaint function enables web users
to submit complaints and view a list of the complaints that they have previously created. Web
users who are contacts of companies have access to their complaints and to those of their
company.
The purpose of this activity is to make sure that the entries maintained in component
Complaint correspond with those entries made in the ABAP customizing concerning the used
request type (see chapter Defining Transaction Type for the Internet).
Corresponding IMG path in the CRM system:
Customer Relationship Management E-Service Internet Customer Self-Service Set
Up Internet Transactions Define Transaction Types for the Internet (Without Web
Requests)).

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining Complaint Component

URL

http://<host>:<port>/icss_b2b/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM Password>

2. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start  Components  Customer  COMPLAINT

3. To create a new component configuration, type in BP_COMPLAINT as Configuration


Name and choose Create.

4. Check and maintain the following entries (use the scrolling buttons to navigate to the
parameters on the different pages) and leave the others unchanged:
Field name

Value

Page 1
CREATE_TRANS_TYPE

YS4

DISPLAY_B2B_B2C *

B2B

DISPLAY_I_LIST_COLUMN_1

COMPLAINT_ITEM_PRODUCT

* If you run both scenarios for E-Service, B2B and B2C, you need to maintain
field SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCM
environment for B2B (value: B2B) and for B2C (value: B2C).
5. Choose Save Configuration.
6. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.8.7

Maintaining JCO Component

Use
The configuration of this component is used by the SAP Java Connector (JCO) for the
communication / data exchange between the SAP system (ABAP) and the JAVA
environment.
You get the correct entries from your system administrator.

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining JCO Component

URL

http://<host>:<port>/icss_b2b/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM Password>

2. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start  Components  Customer  jco

3. To create a new component configuration, type in BP_JCO_<systemID>_<client> as


Configuration Name and choose Create.
4. Maintain the following entry using the input help:
Field name

Value

client

<your relevant client of your CRM system>

lang

<your default language (e.g., EN)>

group

<case sensitive group (e.g., PUBLIC)>

r3name *

<CRM system ID>

mshost

<your message server host name>

user *

Z_SERVICE

Field name

Value

passwd *

<Password for CRM system / client>

maxcon

<Maximum size of SAP Java Connector connection pool (e.g.,


100)>

*See chapter Creating an Internet User Master Record.


5. Choose Save configuration.
6. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.9

Application Configurations

3.4.9.1

Maintaining the ICSS Application Configuration

Use
An application configuration defines the behavior of the application.
The purpose of this activity is to assign the various component configurations being defined
before (see chapter Components) to the application configuration which you want to use as
default configuration for your E-Service scenarios.

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining the ICSS Application Configuration

URL

http://<host>:<port>/icss_b2b/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM

Password>

2. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start  Application Configurations  SAP  icss_standard

3. To create a new application configuration, type in BP_<systemID>_<client> as Name


and choose create.
4. Define this new application configuration as default:
Field name

Value

default configuration

The application configuration which is defined as default will be shown with a


green icon after being saved.
5. Assign all your newly defined customer configurations to the corresponding components
(Param. Name) using the input help (for the remaining components you can keep the
assignment of the default configurations <component>default):
Param. Name

Value

jcodata

BP_JCO_<systemID>_<client>

complaint

BP_COMPLAINT

service_request

BP_SERVICE_REQUEST

Param. Name

Value

service_contract

BP_SERVICE_CONTRACT

register

BP_REGISTER (only for B2C)

live_web_collaboration

BP_ICSS_LWC_ENABLE

product_catalog

BP_PRODUCT_CATALOG

6. Choose Display next to Advanced Settings.


Param. Name

Value

usertype

CRM_Standalone

If you are using the User Alias to log on to the ICSS it is recommended to use
usertype CRM_Standalone. With the User Alias you can use longer names. If you
are using a Portal you use usertype CRM_Standalone_with_UME_logon and the
User ID to log on to ICSS.
7. Choose Save Configuration.
8. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.10

B2C Scenario

Use
The XCM configuration is scenario-dependent. For that reason use the B2B link just for the
configuration of the B2B scenario and the B2C link only for the B2C scenario.
In most cases both configurations are very similar but there can be of course some
differences as well.
There are nearly the same configuration steps necessary, if you use a B2C Scenario.
For the B2C scenario, create the same component configurations that you did for the B2B
scenario before.
After that just maintain the following differences for certain component configurations.

Procedure
1. Start the XCM Administrator in your Web browser using the following navigation options:
Web browser

Extended Configuration Management (XCM)

URL

http://<host>:<port>/icss_b2c/admin/index.jsp

User name

Login User for CRM System

Password

as used to login to the CRM System

Administration rights will be given by maintaining the specific role


SAP_J2EE_ADMIN within the SAP CRM Role Menu with transaction code
SU01 (enter additional role and save) System
2. Click on XCM Administration to start the configuration tool.

If you are using both scenarios B2B and B2C first maintain all settings
described above for the B2B scenario also in the XCM Administration for
B2C.

After that you can maintain the following configuration parameters


additionally in the XCM Administration for B2C.

Only maintain modifications in the Customer area never change entries in


the SAP area!

3.4.11
3.4.11.1

Components
Maintaining Register Component

Use
The Register component enables web users to input their personal information so that the
CRM system creates an account for them. Once registered, the user will have access to
authorized functionalities in the system.

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining Register Component

URL

http://<host>:<port>/icss_b2c/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM

Password>

2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

Start  Components  Customer  REGISTER

3. First create a new component configuration BP_REGISTER like described for the B2B
scenario (see above).
4. Then adapt the following entry:
Field name

Value

Default_COUNTRY

CA

Default_LANGUAGE

EN

Default_Scenario

REGISTER_B2C_WITHOUT_ACCOUNT

5. Choose Save configuration.

3.4.11.2

Maintaining Service Contract Component

Use
The purpose of this activity is to enables web users to see detailed information about their
service contracts. Web users who are contacts of companies have access to their service
contracts and to those of their company

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining Service Contract Component

URL

http://<host>:<port>/icss_b2c/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM

Password>

2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

Start  Components  Customer  SERVICE_CONTRACT

3. First create a new component configuration BP_SERVICE_CONTRACT like described for


the B2B scenario (see above):
4. Then adapt the following entry (use the scrolling buttons to navigate to the parameters on
the different pages):
Field name

Value

Page 1
DISPLAY_B2B_B2C *

B2C

* If you run both scenarios for E-Service, B2B and B2C, you need to maintain
field SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCM
environment for B2B (value: B2B) and for B2C (value: B2C).
5. Choose Save configuration.

3.4.11.3

Maintaining Service Request Component

Use
The purpose of this activity is to make sure that the entries maintained in component Service
Request correspond with those entries made in the ABAP customizing concerning used
request types and product catalog (see chapter Defining Transaction Type for the Internet).
Corresponding IMG path in the CRM system:
Customer Relationship Management E-Service Internet Customer Self-Service Set
Up Internet Transactions Define Transaction Types for the Internet (Without Web
Requests)).

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining Service Contract Component

URL

http://<host>:<port>/icss_b2c/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM

Password>

2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

Start  Components  Customer  SERVICE_REQUEST

3. First create a new component configuration BP_SERVICE_REQUEST like described for


the B2B scenario (see above)
4. Then adapt the following entry (use the scrolling buttons to navigate to the parameters on
the different pages):
Field name

Value

Page 1
CREATE_SERVREQ_TYPE

YS1

Field name

Value

Page 1
DISPLAY_B2B_B2C *

B2C

* If you run both scenarios for E-Service, B2B and B2C, you need to maintain
field SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCM
environment for B2B (value: B2B) and for B2C (value: B2C).
5. Choose Save configuration.

3.4.11.4

Maintaining Component Complaint

Use
In the E-Commerce Internet Customer Self-Service, the Complaint function enables web
users to submit complaints and view a list of the complaints that they have previously created.
Web users who are contacts of companies have access to their complaints and to those of
their company.
The purpose of this activity is to make sure that the entries maintained in component
Complaint correspond with those entries made in the ABAP customizing concerning the used
request type (see chapter Defining Transaction Type for the Internet).
Corresponding IMG path in the CRM system:
Customer Relationship Management E-Service Internet Customer Self-Service Set
Up Internet Transactions Define Transaction Types for the Internet (Without Web
Requests)).

Procedure
1. Access the activity using the following navigation option:
Web browser

Maintaining Service Contract Component

URL

http://<host>:<port>/icss_b2c/admin/xcm/init.do

Username

<Your CRM User>

Password

<Your CRM

Password>

2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

Start  Components  Customer  COMPLAINT

3. First create a new component configuration BP_COMPLAINT like described for the B2B
scenario (see above)
4. Then adapt the following entry (use the scrolling buttons to navigate to the parameters on
the different pages):
Field name

Value

Page 1
CREATE_TRANS_TYPE

YS4

CONF_DISPLAY_B2B_B2C *

B2C

DISPLAY_I_LIST_COLUMN_1

COMPLAINT_ITEM_PRODUCT

* If you run both scenarios for E-Service, B2B and B2C, you need to maintain
field SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCM
environment for B2B (value: B2B) and for B2C (value: B2C).
5. Choose Save configuration.

3.4.12

Restarting the J2EE Services

Use
It is mandatory to stop and restart the J2EE services after your XCM configuration has been
done. If you do not restart the services, all components will use the default settings.

Procedure
In order to be able to check a new XCM configuration setting in your system, the J2EE
services need to be restarted before (ask your system administrator).