PRINT FROM SAP HELP PORTAL

Document:
CRM Web Channel

URL:
http://help.sap.com/saphelp_crm700_ehp02/helpdata/en/a9/0fff29fa4c46bca6e01d70e9201e92/frameset.htm

Date created:
July 17, 2013

2013 SAP AG or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary
software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for
informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only
warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein
should be construed as constituting an additional warranty. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or
registered trademarks of SAP AG in Germany and other countries. Please see www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information
and notices.

Note
This PDF document contains the selected topic and its subtopics (max. 150) in the selected structure.
Subtopics from other structures are not included.

PUBLIC Page 1 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.
 CRM Web Channel
This area of SAP Customer Relationship Management (SAP CRM) enables you to turn the Internet into a profitable sales and interaction channel for both business
partners and consumers by providing your customers with a personalized Web experience and convenient self-services. The CRM Web Channel applications
cover Web-based sales and service transactions, targeted marketing, and analytics for system and customer behavior.

Specifics for CRM Web Channel: Sales

Compared to CRM Enterprise, the following specifics apply to CRM Web Channel in the Sales area.

Prerequisites
In Customizing for Customer Relationship Management, you have made settings for CRM Web Channel, by choosing Web Channel E-Commerce .

Features
Product determination
You can only use product determination in the CRM Web Channel business-to-business scenario. This function is not supported in the CRM Web Channel
business-to-customer scenario.
For more information, see Product Determination in CRM Enterprise.
Structured products in the business transaction
You can display structured products in the CRM Web Channel B2B and B2C Web shops. Structured products are displayed in transactions as a main item
containing the header product, and subitems containing the component products. You can display structured products in the Web shop in sales orders, sales
order templates, quotations, and contracts, and you can do so in the following ways:
Main item only
In this case, subitems are not displayed.
Main item and subitems
In this case, main item and subitems are displayed. This is the default setting in the Web shop.
You enable this feature in the Extended Configuration Management (XCM) of CRM Web Channel. For more information, see the configuration documentation
for CRM Web Channel in SAP Solution Manager.
Main item, subitems, and subitem details (only in B2B CRM Web Channel)
In this case, the main item and subitems are displayed. This is the default setting in the Web shop. You can disable this feature in the Extended
Configuration Management (XCM) of CRM Web Channel. In addition, there is an icon for each subitem which you can use to switch to the details of the
subitem details. This function is only available in the B2B Web shop. For more information, see the configuration documentation for CRM Web Channel in
SAP Solution Manager. You can only make changes to main items, not subitems.
For more information, see Structured Products in the Business Transaction in CRM Enterprise.
Batch characteristics in the sales transaction
In the shopping basket, you can enter values for batch characteristics that are used for batch determination. In the product catalog, this is not possible.
Alternatively, you can enter a batch number or select a batch number from the most recent 20 orders and then create a new order for this batch.
The following Business Add-In (BAdI) is available for entering batch characteristics:
BAdI for adjusting the number of characteristics for batches in ISA-B2B (CRM_BATCH_ISA_BADI)
For more information, see Batch Characteristics in Sales Transaction in CRM Enterprise.
Free goods
You can offer free goods in your B2B and B2C Web shops to encourage your customers to order greater quantities when they order a certain quantity of a
product. You can display free goods in the Web shop when you create and change orders.
It is possible to use both inclusive and exclusive bonus quantity free goods types in the Web shop. You can configure free goods in your Web shop using
scales or particular calculation types.

Note
If you determine free goods in the Web shop by using scales and the customer enters an order quantity that is too small to receive free goods, the system
informs the customer in a message how many products he needs to buy to be granted free goods.
If you determine free goods in the Web shop by using calculation types and the customer enters an order quantity that is too small to receive free goods, the
system does not inform the customer about the quantity that he or she needs to buy to be granted free goods.
For more information, see Free Goods in CRM Enterprise.

Processing grid products

In the settings for the user session, you can define whether the price and stock information is displayed for the individual characteristics combinations in the
grid.
The subitems that belong to a grid product are first displayed in the shopping basket.
You can use grid products for the following transaction types:
Request for quotation
Quotation
Sales order
Order template

PUBLIC Page 2 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.
 Specifics for CRM Web Channel: Marketing
Compared to CRM Enterprise, the following specifics apply to CRM Web Channel in the Marketing area.

Prerequisites
In Customizing for Customer Relationship Management (CRM), you have made settings for CRM Web Channel, by choosing Web Channel Basic Settings .

Features
Assignment of a campaign or trade promotion
Your customers can enter a campaign or trade promotion manually in the Web shop, or use automatic campaign determination. The customer can enter
campaigns or trade promotions manually in the Web shop, or use the e-mail link in a campaign to fill the campaign field automatically when he or she follows
the link to the Web shop. The customer can enter the campaign ID in the Web shop either in the product catalog area or in the shopping basket at header or
item level (in the B2B Web shop on header and item level; in the B2C shop only on header level).
Automatic campaign determination in the Web shop
You can set up automatic campaign determination at item level in the order in the Web shop. If the system has assigned a campaign automatically, it flags
products in the Web shop order with the corresponding symbol for campaigns, and adjusts the price accordingly with the conditions maintained for the
products in the campaign.

Caution
In the B2C Web shop, the customer can only enter campaigns or trade promotions manually; automatic campaign determination is not supported.
In the B2C Provider Web shop, automatic campaign determination of the CRM basket is not supported either. If you run the B2C Provider Web shop,
which uses the CRM basket, ensure that automatic campaign determination is not active in Customizing for Customer Relationship Management under
Basic Functions Campaign Determination Assign Determination Procedure .

When using CRM Web Channel, you make the necessary settings in Customizing for Customer Relationship Management, by choosing Basic Functions
Campaign Determination Assign Determination Procedure .
When several campaigns are found during automatic campaign determination in the B2B Web shop, a dialog box appears in the Web shop. The customer can
select either none of the campaigns or exactly one campaign to assign to the order item.
When the customer enters a valid campaign in the shopping basket at header level, the system automatically enters this campaign in all new products that the
customer enters at item level. When a customer enters a campaign in the catalog area, the system automatically copies the campaign to the header level in
the shopping basket. If the customer makes changes to the campaign at header level in the shopping basket, these changes are visible in the product catalog.
When the customer returns to the product catalog, the system automatically takes the customer's changes into account and displays campaign-specific prices
as special prices in the B2B and B2C Web shop. The original regular price is shown striked-through.
If you have assigned a campaign, no further campaign determination is triggered at item level.
Campaign validation is always carried out automatically for CRM Web Channel. Therefore, Customizing for campaign validation is ignored. This means that the
system checks whether the campaign is valid for product and sold-to party, for example. This ensures that not every product is valid for any sold-to party and
any campaign. Therefore, the field CheckProj in the IMG activity Assign Determination Procedure in the SAP Implementation Guide (IMG) at Customer
Relationship Management Basic Functions Campaign Determination is not valid for campaign determination in the CRM Web Channel Web shop.
For more information, see Assignment of a Campaign or Trade Promotion in CRM Enterprise.
Assignment of multiple campaigns or trade promotions
When you create or change an order, you can enter multiple campaigns manually on header - as well as on item level of orders.
You have made the necessary settings in Customizing for Customer Relationship Management, by choosing Basic Functions Campaign Determination
Assign Determination Procedure .
To enable the assignment of multiple campaigns to an order on header- and item level in the Web shop, you have activated the parameter Allow Multiple
Campaigns on the Marketing tab page of the Shop Management application.
If you click on the icon next to the Campaign field under Additional Order Datain the Web shop, five additional fields appear, in which you can enter additional
campaigns on header level. On item level, this icon is next to the Campaign field in the item details. If you click the hyperlink under these additional fields, more
fields are available to assign even more campaigns.
If multiple campaigns are found by campaign determination in the Web shop, all campaigns determined are added to the list of campaigns of an item.
On item level, a quick info text informs you that the system has automatically assigned campaigns to an item. This quick info appears when you scroll over the
flag icon next to the product in the Description field. If you now expand the item, you can see in the item details which campaigns the system automatically
assigned to this item.
For more information, see Multiple Campaign Assignment in the Web shop.
For more information, see Assignment of Multiple Campaigns or Trade Promotions in CRM Enterprise.

Specifics for CRM Web Channel: Product Catalog

Compared to CRM Enterprise, the following specifics apply to the product catalog in the Master Data area.

Prerequisites
In Customizing for Customer Relationship Management, you have made settings for the product catalog, by choosing Master Data Product Catalog .

PUBLIC Page 3 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.
 You need to have installed CRM Web Channel and set up the Web Crawler Enablement Application on the SAP Web AS Java 7.00 server engine.

Features
Collaborative views
You can also enable the use of collaborative views in the Partner Channel Management and CRM Web Channel Web shops. For more information, see
Collaborative Views in the product catalog.
Organizational unit
It is mandatory to maintain the responsible organizational unit (sales organization, distribution channel, and header division) in the product catalog variant if you
want to use the product catalog in a Web shop. When you have additionally maintained the responsible sales organization, the runtime of organizational data
determination is better when a sales order is created.
For more information, see Catalog Variant in the product catalog.
Catalog determination
You use catalog determination when using catalog views for Web shop customers. According to the catalog view to which the business partner is assigned in
SAP CRM, the system displays this view when the customer logs on to the Web shop. The views can be personalized customer-specific views, or Web shop-
specific views.

Note
To set up catalog determination in the Web shop you need to select the flag Catalog Determination on the Catalog tab page in the Shop Management
application.
For more information, see Catalog View in the product catalog.

Personalized views
The system determines which view is shown in the Web shop, according to which business partner is logged on. If the business partner is assigned to more
than one view, he can choose which view is to be displayed.

Example
You have created a catalog variant with two areas; Laptops and Accessories. Business partner A is only to be allowed to buy laptops from you, business
partner B is additionally to be allowed to buy accessories.
You create two catalog views: View 1, containing the area Laptops, and View 2, containing the areas Laptops and Accessories. You assign business
partner A to View 1 and business partner B to View 2. When business partner A logs on, the system checks the authorizations and displays catalog View
1. When business partner B logs on, catalog View B is displayed.
For more information, see Catalog View in the product catalog.

Web shop-specific views

All Web shop customers see the same catalog view, which you assign to the shop on the Catalog tab page in the Shop Management application.
If you have specified a catalog and a variant, but no view, all areas and products are displayed in the Web shop for the specified catalog variant.
If you have specified a catalog, a variant, and a view, only specific areas and products are displayed in the Web shop.

Example
You create a reduced catalog view of your standard product catalog for use during a sale period, because not all standard items or prices in the catalog
are relevant for the sale. You assign the catalog view directly to the Web shop, so all customers entering the Web shop see the sale catalog view and not
the standard catalog view.

For more information, see Catalog View in the product catalog.

Collaborative views
In addition to catalog views, you can also enable the setup of collaborative views by superusers. Collaborative views are created by superusers of an
organization for their employees.

User Management in CRM Web Channel

You use this component to create and manage internet users for your CRM Web Channel and Partner Channel Management Web-based applications.
An internet user provides customers and employees with access to Web-based applications, for example, the Web shop, and determines, through the use of
authorization roles, which activities and transactions they can carry out within these applications.

Integration
User Management is integrated with CRM Web Channel and Partner Channel Management Web applications.

Features

User Creation
You can create and maintain Internet users for your Web-based applications in the following ways:
In your SAP CRM backend system
For all CRM Web Channel applications.

PUBLIC Page 4 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.
 In the Web-based User Management application
For B2B CRM Web Channel applications only.
For more information, see User Creation in CRM Web Channel.

Authorization Assignment
You use authorization roles to determine the transactions and activities the internet users can carry out. For example, you can create internet users who can do the
following:
Shop in the B2B or B2C Web shops
Create other internet users, that is Web shop managers and superusers,
Work as application administrators, for example for the Auctioning via Web shop application.
For more information, see Authorization Concept in CRM Web Channel.
See also:
For more information on configuring user management, see the CRM Web Channel configuration documentation in SAP Solution Manager.

Web Shop
You use Web shops in CRM Web Channel to sell you products via the Internet. You can maintain Web shops for your Business-to-Business (B2B) and
Business-to-Consumer (B2C) scenarios. You define the content for your Web shop, that is the products you wish to sell in the CRM product catalog or in an
external catalog. You maintain the shop itself, for example with transactions, functions, and the product catalog you wish to offer, in the Web-based Shop
Management application. Once you have maintained a catalog and a Web shop you can sell your products via the Internet.

Prerequisites
You have created a Web shop in the Shop Management application. For more information, see the Shop Management configuration documentation in SAP
Solution Manager.

Features
You can create and maintain your Web shops in the Shop Management application. You can do the following:
Create a new Web shop
Copy the data of an existing Web shop
Search for a Web shop
Change or delete a Web shop
You can define various settings for your Web shop in the Shop Management application. This determines what the customers and business partners see when
the enter the Web shop and what functionality is available to them. The settings are grouped into five main areas:
General Information
Contains, for example, settings for language, address format, shop scenario.
Catalog
Contains, for example, settings for the catalog variant and catalog price determination.
Transactions
Contains, for example, transaction types to be available in the Web shop and sales organizational data.
Marketing
Contains, for example, settings for product proposals.
Auction
Contains settings to enable Web auctions in the Web shop.
For a full list of available settings, see the Shop Management configuration documentation in SAP Solution Manager.

Organizational Data Determination in CRM Web Channel

Organizational data in the CRM Web Channel scenario is determined differently to that in other CRM business scenarios. Pay attention to the following notes when
setting up organizational management for CRM Web Channel.

Prerequisites
In order that the system determines the organizational data for the CRM Web Channel scenario, the following settings must be made in Customizing:
1. You have created an organizational model that includes sales organizations required for CRM Web Channel. The distribution channels for CRM Web Channel
must be assigned to the sales organizations as attributes.

Note
You can also assign the distribution channels to an organizational unit that is subordinate to the sales organization, for example, the sales office.

2. You have created a product catalog and a product catalog variant. A valid distribution chain (sales organization and distribution channel) must be maintained in

PUBLIC Page 5 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.
 the product catalog variant.
You can assign a sales office to the Web shop.
3. You have assigned an organizational data profile without determination rules to the transaction type for the Internet order.

Note
To determine organizational data determination in CRM Web Channel quickly and uniquely, you can also define the responsible organizational unit
(organizational unit sales) directly in the product catalog variant. This organizational unit is copied into the sales orders for CRM Web Channel as an
organizational unit (sales). The necessary organizational data (sales organization, distribution channel, currency) is derived from this organizational unit.
Make note of the following:

The organizational unit (sales) must correspond with or be subordinate to the sales organization from the product catalog variant. That is why you should first
maintain the distribution chain for the variant. Afterwards you can select the organizational unit (sales) using the input help.
If you want to assign sales offices to your Web shop, the organizational unit (sales) must match the sales office, or, be subordinate to this sales office.

Process
1. A customer orders over the Internet.
The customer thereby enters the Web shop. A product catalog variant is assigned to this Web shop. You can also assign a sales office to the Web shop, if
you wish.
2. The Internet order is created in the CRM system.
3. The system determines the organizational data from the product catalog variant that is assigned to the Web shop and writes this in the transaction.
If a sales office was assigned in the Web shop, this is taken into account in the determination.
If several organizational units are determined that correspond to the organizational data from the product catalog variant (for example, a sales organization and a
sales office), the system chooses the lowest possible organizational unit (for example, the sales office). If several determined organizational units are on one
level, the system writes the first organizational unit found into the transaction.
If the data from the Web shop and the product catalog do not fit together, the system cannot determine organizational data.

Note
It is possible (in transaction BP) to specify a sales office and a sales group in the sales area-dependent data for the sold-to party. This enables the system
to read the sold-to partner data with the sales area from the product catalog. If a sales group and/or sales office are specified for the sales area, they are
read and sent to partner determination for the order. It then uses this information during organizational data determination.

Result
When changing or processing an order in the CRM system, the organizational data is not redetermined, if the fields for organizational data are completed in the
transaction.
If the system could not determine organizational data, the order is saved with the status incorrect. It must be processed further before it can be passed on to the
OLTP SAP ECC System.

Example
This is an extract from the sales structure for the Internet shipping company 4Living:

Sales structure
Product catalog A has the following distribution chain:
Sales organization O 5001020 sales organization Hamburg
Distribution channel 10 direct sales

PUBLIC Page 6 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.
 Case A:
As the sales offices inherit the attribute from the higher-level sales organization, there are three organizational units affected by these attributes:
Sales organization Hamburg O 5001020
Sales office Hamburg O 5001021
Sales office Bremen O 5001022
The system chooses sales office Hamburg O 5001021 or sales office Bremen O 5001022.
Case B:
If sales office Bremen O 5001022 is entered in the Web shop, the system chooses sales office O 5001022 as the responsible organizational unit.
Case C:
If the sales office Berlin O 5001023 is assigned in the Web shop, the system cannot determine organizational data as the sales office Berlin O 5001023 is not
assigned to sales organization Hamburg O 5001020.

Product Catalog
A grouping together of products from your product master data, in a structured hierarchy.

You use product catalogs to group together products to present them in the Web shop, Interaction Center, or in other forms of media, for example printed format or
CD-ROM.
You can create various catalogs for your products in the product master and use them according to a validity date. For example, you could use certain products for
the summer season, and other products for the winter season.
You can also tailor your product catalog to meet other needs by creating catalog variants. For example, you can create a catalog in English with the prices
displayed in US Dollars. Or a catalog in German with the prices displayed in Euros.

Structure
You structure and organize your product catalog using catalog areas and subareas, which you then arrange in a hierarchy. You assign products to these areas
and subareas. You can edit the catalog hierarchy by moving the areas and subareas up and down within the structure, deleting them, and copying them. An
example of a product catalog hierarchy can be seen in the figure below.

Catalog Types

When you create a catalog in SAP CRM you must determine the catalog type in the catalog header. You choose from the following catalog types, which determine
how you assign products to catalog areas:
Manual assignment
Automatic assignment
Manual and automatic assignment
In addition to the product assignment method, the catalog type determines the following:
Text determination procedures for catalog areas and product items
Document types for product items
Document types for catalog areas
Permitted product types
Indexing of product category data

PUBLIC Page 7 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.
 You define this additional data for each of the three catalog types in Customizing for Customer Relationship Managment Master Data Product Catalog
Define Catalog Types .

Catalog Variants

Each catalog must have at least one variant. Defining catalog variants enables you to generate catalogs in several languages, currencies, or distribution chains on
the basis of the same set of data.

Catalog Areas

You use areas to structure your catalog. You arrange the areas hierarchically in the catalog and assign products to them manually or automatically, depending on
the catalog type. Each catalog area can contain further subareas.

Example
In a Web shop for pumps the different catalog areas could be petrol pumps, bicycle pumps, car pumps, and so on.

You can also create areas without items, for structuring purposes. For example, you create the catalog area Computers, and assign two subareas Laptops and
PCs. You only assign items to the subareas and not to the main area, as the main area is simply a way of guiding the customer to the correct part of the catalog.

Catalog Views
You use catalog views to create customer-specific views of a catalog for particular business partners or target groups. For example, you block the view of certain
products in the catalog to certain customers. The views contain particular areas and items from a main catalog and are visible only to assigned recipients.

Example
You have categorized your customer base into gold, silver, and bronze customers, and created a catalog containing sports shoes and t-shirts, for use in your
Web shop. Your gold customers have shown loyalty to the company and you, therefore, want to offer them good discounts on the catalog items. You create two
views of the catalog; view A for your gold customers containing special discounts on items, and view B for your silver and bronze customers containing
standard prices. You assign your customers to the different views of the catalog. When your gold customers log on to the Web shop, the system displays view
A. When a silver or bronze customer logs on view B is displayed.

Integration
The product catalog is integrated with the following components:

Component Function Mandatory/Optional

Product master Creating and managing product catalog Mandatory

Internet Pricing and Configurator (IPC) Pricing and configuring product catalog contents Optional

Index server (for example, TREX) Indexing product catalog data to the TREX server for publication of the catalog in a Web shop Mandatory

SAP Web client user interface Sales and service quotations and orders (CRM or ERP); including SAP Interaction Center Optional

Mandatory components are required in order to be able to implement the product catalog. You can implement optional components as necessary.

Business-to-Business CRM Web Channel

Business-to-Consumer CRM Web Channel

Auctioning via Web Shop

You can use the auctioning via Web shop (AVW) application to create and manage auctions in your Web shop, and to process payment and delivery.
Web auctions are an increasingly popular way to reach new audiences and to allow market demand to determine price. They are also a particularly useful way to
sell new and excess inventory, used assets, and time-sensitive products, which reduces your sales and inventory costs.

Implementation Considerations

PUBLIC Page 8 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.
 Installation

You need to install:

SAP CRM Web Channel
SAP Web Application Server 7.00
If you want a faster search when searching product catalogs, you can install Search and Classification (TREX) 7.00.
For the installation guides, see SAP Service Marketplace at service.sap.com/crm-inst.

Configuration
In SAP Solution Manager, navigate to the CRM Web Channel scenario Web Auctions: Auctioning via Web Shop, and see the configuration documentation
Configuration of Web Auctions: Auctioning via Web Shop.

Integration

SAP CRM

The Auctioning via Web shop (AVW) application is integrated with SAP CRM. You can create auctions for all products or services in the SAP CRM product
master.

Smart Forms
The Auctioning via Web shop (AVW) application uses Smart Forms for the following e-mail notifications.

E-Mail Notification Smart Form

Bid invitation with auction details AVW_BID_INVITATION_MAIL_FORM

Winner notification with checkout instructions AVW_WINNER_NOTIFY_MAIL_FORM

Order confirmation after checkout AVW_ORDER_CONFIRMATION

You can also include information that is not part of the current Smart Form, such as promotions and campaigns, and information about upcoming auctions. This
requires you to edit the Smart Form in transaction SMARTFORMS. The underlying technology is SAPconnect.

More Information
SAPconnect (BC-SRV-COM)

Live Web Collaboration

Purpose
Live Web Collaboration enables you to assist customers who have queries or encounter problems while using a Web shop in CRM E-Commerce and Channel
Management.
As a customer, you can receive online assistance from vendors while you are in a Web shop. For more information, see Request for Assistance from an Agent.
As a vendor, you can use this application to respond to customers, using chat or e-mail, who are online and are requesting support. For more information, see
Support Customers.

A vendor can be an agent, a seller or a manufacturer.

Internet Customer Self-Service

Purpose
Internet Customer Self-Service (ICSS) is a Web-based application to support business-to-business (B2B) and business-to-consumer (B2C) scenarios. Both
scenarios are designed to help you reduce interaction costs and increase customer satisfaction.
ICSS provides your customers with a personalized self-help environment where they can manage product-relevant information using services such as:
User Management, which enables B2C users to create and manage their accounts themselves and lets you manage B2B users.
Knowledge Management, which includes product-specific FAQs and advanced search capabilities for predefined problems and solutions in the Solution
Database
Live Web Collaboration, a tool which lets customers request a chat or communicate with an agent via e-mail.
Product Registration, Request Processing, and Installed Base Management, which let web users create and maintain registered products, requests,
complaints, installed bases, as well as view their contract and warranty entitlements.

PUBLIC Page 9 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.
 Web Requests
A Web-based CRM Service is supported when Web requests are used. A requester can request a specific service in a Web browser using the Internet. The
requester calls the Web request form intended for this, enters their specific data, and then sends the filled-in request back to the CRM system.
The submitted request generates a transaction with the attribute Web request in the CRM system. The transaction-related data (such as business partner,
processor determination, product, and so on) is managed in the transaction, whilst the request-specific XML-based data is linked to the transaction as a request.
The transaction and request can by checked, changed and approved by a processor in the CRM transaction processing. Access to the request data as for the
requester - is via a request category view. If a Web request is relevant for billing, the corresponding line items for the payment processing can be forwarded to
SAP ECC.
The following fugure illustrates the business transaction described above:

Figure: Processing a Web-Based CRM Transaction

If you want to use this function, you must activate the business function Social Services - Benefit Calculation (CRM_IPS_4S_1) and the business function Social
Services - Benefit Calculation and Payment (ERP_IPS_4S_1).

Prerequisites
The CRM System is configured as a Web server.
The relevant Web request can be executed as a BSP application and can be called from the Web page of your organization the settings should be defined in
Customizing (see Setting Up Web Requests).
The business partner data of a requester is maintained in the CRM system, via a Self-registration -maintained Web service.

Features
Generic tools and customer enhancements are provided for the development and implementation of your own Web requests. SAP also delivers a number of
sample requests in which the delivered functions are implemented as examples (see SAP Demo Requests).
The following gives you an overview of the functions that are available for Web requests:
XML-Based Request Form
Web requests can be executed as BSP applications in a Web browser. The system displays a HTML request form based on an XML data structure. You can
create a flexible layout of this request data structure using an XML editor (see Request Data Structure).
Request category views and authorizations
You can define a role-specific feature of the request form for a Web request by using request category views. As such, you can include additional fields in the
processor view for processing requests that are hidden in the requester view. You can define authorizations at request category view (see Views and
Authorization Concept).
Web Request Forms as Interactive Adobe Forms
The use of SAP Interactive Forms by Adobe is also supported as an alternative to Web requests with the BSP layout type (see Layout Maintenance for Adobe-
Based Request Forms.
Stateless and Stateful BSP Application
If a Web request is intended for a potentially large number of requesters, performance problems can be prevented by configuring the request as a stateless
BSP application (see Setting as Stateless or Stateful Web Request).
Field Default Values in Request Form
If you want to support field default values for filling in request data (for example, business partner data), you can implement this in the Business Add-In (BAdI)
CRM_SERVICE_WEBREQ. For more information, see the Customizing for CRM under Customer Relationship Management Web Channel E-Service Web

PUBLIC Page 10 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.
 Requests Business Add-In for Web Requests .
Business Rule Framework and Business Rule Framework plus
The Business Rule Framework (BRF) provides you with a rule tool for Web requests that you can use to check and manipulate Web request data (see
Business Rule Framework for Web Requests).

Note
The Social Services component uses the rule tool Business Rule Framework plus with predefined action and expression types to define and edit Web
requests (see Business Rule Framework plus for Web Requests).

Error Recovery
You can implement you own error messages using BAdI CRM_SERVICE_WEBREQ that request data is entered correctly and completely (see Error Handling
in Web Request Form).
External Interface
In addition to entering Web requests online, it is also possible to generate Web requests Offline based on an XML request file (see External Interface).
Digital Signature
The legal validity of a Web request can be guaranteed with a digital signature. The qualified electronic signature is supported for Web requests (see Digital
Signature for Web Requests).
Saving Request Data
The XML request data of a Web request are saved in the Knowledge Provider (KPro). SAP presets the content category CRM_WEBREQ by default for Web
requests. The corresponding Content Repository CRM_WEBREQ is in the SAP database.

Recommendation
For large amounts of data, it is advisable to use a customer-specific content category in connection with an external content server (see Content Categories).

Version Creation for Web Requests

All changes to a Web request and the original request data are saved when the versions are saved. Processors can access versions of a Web request in CRM
transaction processing (see Version Creation for Web Requests under Web Request as Service Transaction.
Transaction Instance
If the requirement exists that when the request form is filled in that an interaction with the data of the corresponding transaction takes place (for example to be
able to display the price calculation in the request form using the transaction), this can be done using the transaction instance (see Interaction using
Transaction Instance).
Using Web Services for Self-Registration and Master Data Changes
You can automate the processing of users and business partner roles for requesters by providing the corresponding Web services, (see Web Services for
Self-Registration and Master Data Changes).

Example
One application area for Web requests is Public Administration. Municipal institutions, such as administrative bodies and authorities, can provide online public
services using Web requests. For example, requests for the following:
Social benefit
Resident parking permit
Roadwork and small excavations
Good-conduct certificate from the police
Trade register extract
Building permit

PUBLIC Page 11 of 11
2013 SAP AG or an SAP affiliate company. All rights reserved.