MasterGuideCRM50 PDF

PUBLIC
Master Guide
mySAP Customer
Relationship
Management 2005
Target Audience
n System Administrators
n Technology Consultants
Document version: 1.3 04/13/2007

Material number: 50076160
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Document History
Caution
Before you start the implementation, make sure you have the latest version of this document. You
can find the latest version on SAP Service Marketplace http://service.sap.com/instguides.
The following table provides an overview on the most important document changes:
Version Date Description
1.0 10/24/2005 First version no changes.

1.05 11/9/2005 Several minor changes.
1.10 11/18/2005 Changes in section Shared Services
1.15 12/19/2005 n Changes in section Shared Services
n Information about MSE for Handheld (including two scenarios which used
it) removed.
n Several minor changes.
1.20 1/17/2006 SCM Server 5.0 added to component list of Field Quotation and Order Management with
CRM Mobile Sales
1.21 1/25/2006 Detailed information about the ATP check has been added to the optional
requirements section for the SCM Server 5.0 in the scenario Field Quotation and Order
Management with CRM Mobile Sales.
1.22 3/22/2006 n Updated references to R/3 versions earlier than 4.6C. mySAP CRM 2005 cannot
be implemented with versions of R/3 earlier than 4.6C
n Changes in section CRM Core that affect the requirements of mandatory and
optional software units for some business scenarios
1.3 4/13/2007 Changes to MapBox functions.
As of SAP CRM 5.0 SP09, you do not require a separate MapBox installation, or a
SAP NetWeaver Application Server Java installation, for groupware integration.
All the functions that the MapBox makes available for data conversion were
integrated into the SAP NetWeaver Application Server ABAP.
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Table of Contents
Chapter 1 About this Document . . . . . . . . . . . . . . . . . . . . 9
Chapter 2 mySAP CRM Overview . . . . . . . . . . . . . . . . . . . 11

2.1 Introduction to mySAP CRM . . . . . . . . . . . . . . . . . . 11
2.2 Installable Software Units of mySAP CRM 2005 . . . . . . . . . . . 12
2.2.1 CRM Core . . . . . . . . . . . . . . . . . . . . . . . . . 12
2.2.2 CRM Mobile Client Component . . . . . . . . . . . . . . . . . 15
2.2.3 CRM Handheld Integration . . . . . . . . . . . . . . . . . . 18
2.2.4 Workforce Deployment . . . . . . . . . . . . . . . . . . . . 20
2.2.5 People-Centric User Interface . . . . . . . . . . . . . . . . . . 20
2.2.6 Standalone Components . . . . . . . . . . . . . . . . . . . 26
2.2.7 Application Systems . . . . . . . . . . . . . . . . . . . . . 29
2.2.8 SAP Solution Manager . . . . . . . . . . . . . . . . . . . . 30
2.2.9 Content Types . . . . . . . . . . . . . . . . . . . . . . . 32
2.3 System Landscapes . . . . . . . . . . . . . . . . . . . . . . 34
2.4 Implementation Sequence for Implementing mySAP CRM Scenarios . . . 36
Chapter 3 mySAP CRM Scenarios . . . . . . . . . . . . . . . . . . . 43

3.1 Channel Management . . . . . . . . . . . . . . . . . . . . 43
3.1.1 Account and Contact Management with Channel Partners . . . . . . . 44
3.1.2 Campaign Management With Channel Partners . . . . . . . . . . . 45
3.1.3 Collaborative Selling . . . . . . . . . . . . . . . . . . . . . 45
3.1.4 Lead and Opportunity Management with Channel Partners . . . . . . . 46
3.1.5 Market Development Funds . . . . . . . . . . . . . . . . . . 46
3.1.6 Partner Management . . . . . . . . . . . . . . . . . . . . . 47
3.1.7 Quotation and Order Management for Business-on-Behalf . . . . . . . 48
3.2 E-Commerce . . . . . . . . . . . . . . . . . . . . . . . . 49
3.2.1 Campaign Management in E-Commerce . . . . . . . . . . . . . . 49
3.2.2 Catalog Management in CRM . . . . . . . . . . . . . . . . . . 50
3.2.3 Complaints and Returns Management in E-Commerce . . . . . . . . 50
3.2.4 Contract Management in CRM E-Commerce . . . . . . . . . . . . 51
3.2.5 Quotation and Order Management in CRM E-Commerce . . . . . . . 51
3.2.6 Service Request Management . . . . . . . . . . . . . . . . . . 52
3.2.7 Solution Assistance . . . . . . . . . . . . . . . . . . . . . . 53
3.2.8 Web Auctions: Auctioning via Web Shop . . . . . . . . . . . . . . 53
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3.2.9 Web Auctions: Selling via eBay in CRM . . . . . . . . . . . . . . 54
3.3 Field Applications . . . . . . . . . . . . . . . . . . . . . . 54
3.3.1 Field Account and Contact Management with CRM Mobile Sales . . . . . 55
3.3.2 Field Sales Using Mobile Sales Online . . . . . . . . . . . . . . . 55
3.3.3 Field Campaign Management with CRM Mobile Sales . . . . . . . . . 56
3.3.4 Field Complaints Management with CRM Mobile Service . . . . . . . 57
3.3.5 Field Opportunity Management with CRM Mobile Sales . . . . . . . . 58
3.3.6 Field Quotation and Order Management with CRM Mobile Sales . . . . . 59
3.3.7 Field Account and Contact Management with CRM Mobile Sales for Handheld 60
3.3.8 Field Quotation and Order Management with CRM Mobile Sales for Handheld 61
3.3.9 Field Service Order Management with CRM Mobile Service . . . . . . . 62
3.4 Interaction Center . . . . . . . . . . . . . . . . . . . . . . 63
3.4.1 Interaction Center Management . . . . . . . . . . . . . . . . . 63
3.4.2 Interaction Center Marketing . . . . . . . . . . . . . . . . . . 64
3.4.3 IC Sales with CRM Sales Order . . . . . . . . . . . . . . . . . 65
3.4.4 Interaction Center Sales with ERP Sales Order . . . . . . . . . . . . 65
3.4.5 Interaction Center Service . . . . . . . . . . . . . . . . . . . 66
3.5 Marketing . . . . . . . . . . . . . . . . . . . . . . . . . 67
3.5.1 Campaign Management . . . . . . . . . . . . . . . . . . . . 67
3.6 Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
3.6.1 Account and Contact Management . . . . . . . . . . . . . . . . 68
3.6.2 Contract Management . . . . . . . . . . . . . . . . . . . . 69
3.6.3 Incentive and Commission Management in CRM . . . . . . . . . . 69
3.6.4 Lead and Opportunity Management . . . . . . . . . . . . . . . 70
3.6.5 Quotation and Order Management (Configure-to-Order) in CRM . . . . 71
3.6.6 Quotation and Order Management in CRM . . . . . . . . . . . . 71
3.6.7 Sales Planning . . . . . . . . . . . . . . . . . . . . . . . 72
3.7 Service . . . . . . . . . . . . . . . . . . . . . . . . . . 72
3.7.1 Case Management . . . . . . . . . . . . . . . . . . . . . . 73
3.7.2 Complaints and Returns Management . . . . . . . . . . . . . . 74
3.7.3 In-House Repair . . . . . . . . . . . . . . . . . . . . . . . 75
3.7.4 Recall Management . . . . . . . . . . . . . . . . . . . . . 75
3.7.5 Reverse Logistic for New and Changed Service Parts . . . . . . . . . . 76
3.7.6 Service Contract and Entitlement Management . . . . . . . . . . . 77
3.7.7 Service Order Management . . . . . . . . . . . . . . . . . . . 78
3.7.8 Service Order Management for Planned Services . . . . . . . . . . . 78
3.7.9 Service Order Management with ERP Billing . . . . . . . . . . . . 79
3.7.10 Service Order Management with External Resource Procurement . . . . 80
3.7.11 Service Order Management with Service Part Procurement . . . . . . . 80
3.7.12 Usage-Based Service Contract Management . . . . . . . . . . . . . 81
Chapter 4 Solution-Wide Topics . . . . . . . . . . . . . . . . . . . . 83
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4.1 Developing and Modifying Applications: NetWeaver Development
Infrastructure . . . . . . . . . . . . . . . . . . . . . . . 83
4.2 Customizing Scout . . . . . . . . . . . . . . . . . . . . . . 84
4.3 Easy Enhancement Workbench . . . . . . . . . . . . . . . . . 85
4.4 Monitoring the System Landscape . . . . . . . . . . . . . . . . 85
4.5 RosettaNet . . . . . . . . . . . . . . . . . . . . . . . . . 86
4.6 Shared Services . . . . . . . . . . . . . . . . . . . . . . . 86
4.6.1 Use Cases . . . . . . . . . . . . . . . . . . . . . . . . . 88
4.6.1.1 Support Infrastructure . . . . . . . . . . . . . . . . . . . . 88
4.6.1.2 Central Administration and Monitoring of SAP NetWeaver . . . . . . . 90
4.6.1.3 Collection of Landscape Data and Central Planning of Software Life-Cycle Tasks 92
4.6.1.4 Authentication and Single Sign-On . . . . . . . . . . . . . . . . 93
4.6.1.5 Integrated User and Access Management . . . . . . . . . . . . . . 93
4.6.2 Examples for the Overall System Landscape of Shared Services . . . . . . 93
4.6.3 Feature Details . . . . . . . . . . . . . . . . . . . . . . . 99
4.6.3.1 SAP Solution Manager . . . . . . . . . . . . . . . . . . . . 99
4.6.3.2 Solution Manager Diagnostics . . . . . . . . . . . . . . . . . . 100
4.6.3.3 SAP NetWeaver Administrator . . . . . . . . . . . . . . . . . 102
4.6.3.4 System Landscape Directory . . . . . . . . . . . . . . . . . . 103
4.6.3.5 Software Lifecycle Manager . . . . . . . . . . . . . . . . . . . 110
Chapter A Appendix . . . . . . . . . . . . . . . . . . . . . . . . . 113

A.1 List of Documentation . . . . . . . . . . . . . . . . . . . . 113
A.2 List of SAP Notes . . . . . . . . . . . . . . . . . . . . . . . 114
A.3 Related Information . . . . . . . . . . . . . . . . . . . . . 115
A.4 List of Industrie Solution Master Guides . . . . . . . . . . . . . . 115
A.5 Accessing the SAP Library . . . . . . . . . . . . . . . . . . . 116
Chapter B Reference . . . . . . . . . . . . . . . . . . . . . . . . . 117

B.1 The Main SAP Documentation Types . . . . . . . . . . . . . . . 117
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1 About this Document
The Master Guide for the mySAP Customer Relationship Management (mySAP CRM) solution
provides a central starting point for the technical implementation of mySAP CRM. You can
find cross-scenario implementation information as well as scenario-specific information in this guide.
Note
The central starting point for the technical upgrade of your SAP solution is the Upgrade
Master Guide. You can find it on SAP Service Marketplace at the Internet address
http://service.sap.com/crm-inst.
Use the mySAP CRM Master Guide to get an overview of mySAP CRM, its software units and scenarios
from a technical perspective. The Master Guide is a planning tool that helps you to design your CRM
system landscape. It refers you to the required detailed documentation, mainly:
n Installation guides for single software units
n SAP Notes
n Configuration documentation
n SAP Library documentation
For a general overview of available SAP documentation, see The Main SAP Documentation Types.
In addition, you need further information that can not be covered by the Master Guide during your
planning process. See Related Information for references to further information sources.
The Master Guide consists of the following main sections:
n mySAP CRM Overview
This section introduces mySAP CRM and its installable software units. It also provides information
about the mySAP CRM system landscape.
n mySAP CRM Scenarios
Within this section, you can find the mapping of scenario to software units. That is, for each
scenario, you will find what software units are required to set up the scenario. An implementation
sequence also provides information about the sequence of the implementation steps.
n Solution-Wide Topics
Here you can find information about additional systems that are required to operate your system
landscape (for example, for administration, monitoring, and support).
Further aspects handled in this section are the tools and procedures available for enhancing the
mySAP CRM solution.
n Appendix
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In this section, references to the required information sources are provided:

l A list of all documents mentioned in the Master Guide
l A list of all SAP Notes mentioned in the Master Guide
l A list of links to SAP Service Marketplace information resources
l A list of related Industry Master Guides
Caution
Make sure you have the latest version of the Master Guide by checking SAP Service Marketplace
immediately before starting the installation. The Master Guide is regularly updated on SAP Service
Marketplace at http://service.sap.com/crm-inst.
Constraints
n The business scenarios that are presented here serve as examples of how you can use SAP software
in your company. The business scenarios are only intended as models and do not necessarily run
the way they are described here in your customer-specific system landscape. Ensure to check your
requirements and systems to determine whether these scenarios can be used productively at your
site. Furthermore, we recommend that you test these scenarios thoroughly in your test systems to
ensure they are complete and free of errors before going live.
n This document does not contain information about industry scenarios. For information about
industry scenarios, see the corresponding Industry Solution Master Guide. You can find a list of Industry
Solution Master Guides in Appendix.
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2 mySAP CRM Overview
2.1 Introduction to mySAP CRM
mySAP Customer Relationship Management (mySAP CRM) is a complete multi-channel suite

supporting all customer-facing lines of business across marketing, sales, and service, as well as
customer interaction channels such as the Interaction Center, the Internet, and mobile clients.
It provides you with:
n Cross-industry and industry-specific end-to-end Business Processes
n Flexible and process-based deployment options
n An open, adaptable technology platform, powered by SAP NetWeaver
At the center of mySAP CRM is the SAP CRM server, which consists of CRM Enterprise functions,
CRM Middleware, and various adapters. mySAP CRM enables communication channels between the
CRM system and Mobile Clients, Handhelds, the Internet, and telephones or E-mail. SAP ECC or R/3
systems can be used as backend systems, whereas Business Intelligence (BI) in SAP NetWeaver and SAP
Supply Chain Management enhance the spectrum of functions.
Figure 1: Overview of mySAP CRM
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2.2 Installable Software Units of mySAP CRM 2005

mySAP CRM consists of a variety of installable software units that provide a large range of
functionality. For clarity, the software units are divided up into the following groups in this
documentation:
n CRM Core [page 12]
The software units that are essential for your CRM system landscape: CRM Server ABAP, CRM
Java Components and SAP GUI.
For more information, see also Developing and Modifying Applications: NetWeaver Development Infrastructure
[page 83].
n CRM Mobile Client Component [page 15]
The components that are required for a mobile system landscape.
n CRM Handheld Integration [page 18]
The components that are required for integrating handheld devices.
n CRM Workforce Management [page 20]
n CRM People-Centric User Interface (PCUI) [page 20]
n Standalone Components [page 26]
These are software components that provide additional functions. In most cases their use is
optional.
n Application Systems [page 29]
The OLTP backend, as well as SAP NetWeaver BI, SAP SCM server and SAP SRM server.
n SAP Solution Manager [page 30]
SAP Solution Manager is crucial for mySAP CRM implementation.
For a complete CRM system landscape, further central systems are also required. For more
information, see Shared Services [page 86]..
n Content Types [page 32]
Different types of content that are available for mySAP CRM, such as Business Packages or content
for the System Landscape Directory.
2.2.1 CRM Core
CRM Server (ABAP) and CRM Java Components

The CRM Server (ABAP) and the CRM Java Components provide the core functions for mySAP
CRM, for example in the area of Marketing, Sales, E-Commerce and Internet Customer Self-Service.
A mySAP CRM system landscape containing the CRM Server ABAP and CRM Java Components
already enables you to operate a large range of business processes. To run further processes, you can
enhance this basic system landscape with other software units, for example CRM Mobile Applications
to enable the use of marketing, sales and service functionality in an offline environment or SAP
NetWeaver Business Intelligence for analytics.
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You can distinguish between SAP Core with Java Components and SAP Core without Java
Components. For some processes of the business scenarios, you do not need to install the CRM Java
Components because these business scenarios run with CRM Server ABAP only. Some business
scenarios and applications need to have all core functions, both CRM Server ABAP and CRM Java
Components. For the following business scenarios you must have installed SAP Core with Java
Components:
n E-Commerce
n Business scenarios in which you want to use product configuration, for example, the business
scenario Quotation and Order Management (Configure-to-Order) in CRM.
You only need to have installed the SAP NetWeaver Application Server Java (AS Java) for the following
applications:
n MapBox needed for groupware integration
Note
As of SAP CRM 5.0 SP09, you do not require a separate MapBox installation, or a SAP NetWeaver
Application Server Java installation, for groupware integration. All the functions that the
MapBox makes available for data conversion were integrated into the SAP NetWeaver Application
Server ABAP.
n Mobile Infrastructure
n SAP NetWeaver Exchange Infrastructure
The software unit CRM Java Components (short form JCRM) consists of several Java applications,
for example used in E-Commerce. After JCRM installation you have to perform configuration steps
for those processes that you want to use in your CRM landscape.
As of SAP CRM 5.0, the CRM Server ABAP includes the software layer SAP Application Platform
(SAP_AP). In SAP_AP the previously separate Internet Pricing and Configurator (IPC) server
functionality has been integrated. That is, for example for pricing, you no longer have to install an
IPC server separately, because it is processed on normal application servers. In order to use product
configuration, you need to install the JCRM software unit. To be able to use the IPC functions, you
have to perform the necessary configuration steps.
The installation program SAPinst can install the CRM Server ABAP, CRM Java Components and the
underlying SAP NetWeaver Application Server in a single installation run. CRM Server ABAP and
JCRM can run in one system using the same database. You can also install the CRM Server ABAP
and CRM Java Components in separate systems.
Frontend
SAP GUI is SAPs universal client for accessing SAP functions in SAP applications. You can use SAP
GUI for Windows or SAP GUI for Java:
n SAP GUI for the Windows Environment (SAP GUI for Windows)
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This version of SAP GUI runs on PCs with Windows 2000, XP and 2003. SAP GUI for windows is
an implementation especially designed for the Windows operating system, providing a Windows
like user experience and integration with other applications, based on OLE interfaces or ActiveX
controls. In addition to the standard functionalities delivered with SAP GUI, it also provides tight
integration with Microsoft Office and application-specific extensions.
n SAP GUI for the Java Environment (SAP GUI for Java)
This version is a unified SAP frontend for multiple platforms (Mac OS X, Windows, Linux and
various other Unixes). It is installed as an application on the desktop computer (or browser based
installation) and communicates directly with the SAP NetWeaver Application Server.
We recommend that you use:
n SAP GUI for Windows 6.40 (or higher) with the latest patch level
SAP GUI for Windows 6.20 (as of patchlevel 57) is compatible with SAP CRM 5.0 as well.
n SAP GUI for Java 6.40 (or higher) with the latest revision
If you require BI Add-On or KW Add-On comprised by SAP GUI, you need SAP GUI for Windows
6.40 Compilation 4 (or higher), since the new BI and KW add-on components are only available
as of this compilation CD.
For more information about the SAP GUI Family, see SAP Service Marketplace at
http://service.sap.com/sapgui.
Figure 2: CRM Core with Java Components
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Figure 3: CRM Core without Java Components
2.2.2 CRM Mobile Client Component
This group consists of a range of components that enable you to use marketing, sales, and service
functionality in an offline environment. Most of the components are based on Microsoft .NET
technology, some use Microsoft Component Object Model (COM) technology. Microsoft Installers
are used for the installation.
The installation of Mobile Client Components requires certain .NET installations. For more
information, see SAP Note 879643.
You must install the software described below to different machines that make up the mobile system
landscape. There are the following machines:
n Mobile Repository Server
Server designated for the central Mobile Application Repository and test application database.
n Mobile Development Workstation
Server, PC, or laptop designated for customizing and designing the Mobile Client Component:
Applications and for assigning user access definitions and templates, if required, for using the Mobile
Client Component: Application(s).
n Mobile Client
Server, PC, or laptop that sales and service people use for their work.
n Workgroup Server
Server designated for storing the central database to which the Workgroup Clients connect. The
server is connected to the CRM Server via the Communication Station.
n Workgroup Client
PC or laptop that connects to the Workgroup Server to use the same database concurrently.
For a complete landscape, a Communication Station, a backend server (for example, a SAP ECC
system) and a CRM Server are also required.
The following figure provides an overview of the machines in a mobile system landscape:
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Figure 4: CRM Mobile System Landscape
Mobile Client
Field Sales users have special mobile client software and an Internet Pricing and Configurator (IPC )
on their laptops, which enables them to work offline. CRM IPC Sales Pricing Engine (IPC-SPE) and
CRM IPC Sales Configuration Engine (IPC-SCE) are Java applications that are integrated with each
other and installed on the laptop. IPC-SCE and IPC-SPE have their own MS SQL Server database. They
are automatically installed during the CRM Mobile Client setup.
The Mobile Client applications run on an MS SQL database or MS Data Engine. They comprise Mobile
Sales High Tech (standard), Mobile Sales Consumer Goods, Mobile Sales Pharma and Mobile Service.
Note
Due to synchronization issues you cannot use groupware integration between the CRM Server and
the groupware server, at the same time as using client synchronization between CRM Mobile and
groupware. You can only choose one of these integration possibilities.
Mobile Application Studio

The Mobile Application Studio (MAS) must be installed on the Mobile Development Workstation. It
is an object-oriented, visual development tool that is tailored to the architecture of SAP mobile client
applications. It allows you to customize mobile client applications, delivered by SAP, according to
your specific business requirements, or develop your own applications.
Mobile Application Repository

The metadata of a mobile client application is delivered as the Mobile Application Repository (MAR).
This repository must be installed on the Mobile Repository Server (MRS) for each environment.
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Application developers working on individual Mobile Development Workstations establish a

connection with the MAR from MAS.
Authorization Management Tool

The Authorization Management Tool (AMT) can be installed on the Mobile Development
Workstation, as well as on a separate machine. It needs access to the Mobile Application Repository
and the Client Framework. It enables you to define authorizations (access rights) for mobile client
users, for example, sales representatives, to use a mobile client application such as Mobile Sales. You
can define access rights to underlying objects, such as the application, business components, tile sets,
tiles, business objects, and properties of business objects.
Note
AMT is not available until CRM 5.0 SP02.
Central Software Deployment Tool

The Central Software Deployment Tool (CSDT) consists of a client and a server. It enables you to
install and apply Support Packages (or upgrades) on a complete server and workstation landscape
from a central location. It is integrated with the Computing Center Management System (CCMS).
Communication Station
The Communication Station connects mobile clients with the CRM Server. Mobile clients from
inside and outside the firewall connect to the Communication Station for data exchange. The
Communication Station itself establish the connection to the CRM Server.
Third-Party Software
BackWeb ProactivePortal Server

The BackWeb ProactivePortal server (mySAP CRM Infocenter) provides an out-of-the-box offline
sales and marketing content portal, using SAP Enterprise Portal Knowledge Management iViews.
These iViews contain critical business information such as product pricing and presentations, sales
collateral, competitive information and corporate news.
The following iViews are offline-enabled out-of-the-box in Standard Edition:
n Enterprise Content Management ("Explorer" and "Browse and Search" iViews)
n Personal Content Management ("Favorites" and "Linklist" iViews)
n Business News and Market Information ("KM News" and "Yahoo!" iViews)
The Infocenter is accessible within the Mobile Sales Application. The content available to the users is
managed by the Knowledge Management portal application, and is built to target the information
to the users, based on their roles and preferences. The content lifecycle (publishing, targeting and
expiring) is managed in the Knowledge Management Portal. ProactivePortal Server, Standard Edition
enables offline access to the personalized online view created by the portal. To do so, it uses a patented
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Polite Synchronization system designed to deliver large amounts of content to end users connected
over narrow bandwidth connections.
To use the ProactivePortal Standard Edition, you have to request a license key from SAP. For more
information, see SAP Note 593417. For ProactivePortal Enterprise Edition, you have to purchase a
license from BackWeb.
MS SQL Server 2000 MSDE

Microsoft SQL Server 2000 Desktop Engine (MSDE 2000) is part of the shipment. The Mobile Client
Application uses MSDE to store the application data in a local database. However, you can use any
other MS SQL database, which you then have to license separatly.
Planogram (Strategix) 5.0

Planogram can be used for shelf maintenance in a retail store.
2.2.3 CRM Handheld Integration
You can integrate different handheld devices with mySAP CRM, such as PDAs (Personal Digital
Assistant), PocketPCs and RIM Blackberry.
CRM Mobile Sales for Handheld (MSA for HH)
CRM handheld scenarios provide sales employees with the ability to keep track of their assignments
better as well as tackle sales related situations proficiently by using handheld devices. It allows
them to work outside the office and grants them wireless access to the application either by online
connection or by using synchronization when in the offline mode. Additionally, users' saved data
becomes available to the entire CRM. The CRM handheld scenarios utilize the business logic that
resides at the CRM server side. All read and written assignments and time specifications are consistent
with the CRM system and hence there is no risk of discrepancies between behavior and end results of
such operations.
The CRM handheld scenarios support PDA (Personal Digital Assistant)-type devices, including
devices such as the PocketPC.
For more information, see SAP Service Marketplace at http://service.sap.com/mobile.
CRM Mobile Sales for Handheld makes use of the SAP NetWeaver 2004s Mobile Infrastructure (SAP
NW MI).
The Mobile Infrastructure enables field personnel to participate in a business process in an occasionally
connected mode. "Occasionally connected" means that a direct connection (via WLAN, GPRS)
between mobile device and backend is only established at certain times - at synchronization, when
the Mobile Infrastructure Server (as part of the NetWeaver Server) and the Mobile Infrastructure
Client exchanges data in order to keep server and client updated.
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Note
CRM Mobile Service for Handheld (MSE for HH) is no longer part of the standard CRM shipment. It
is only available on a restricted shipment basis.
SAP NetWeaver MI consists of a server and a client part.

n SAP NW MI Server: Requires the ABAP and Java Application Server in the same system. It serves,
for example, for administration and data replication.
Note
Although technically possible, we do not recommend that you combine MI with other software
units (besides AS ABAP and AS Java) in one system in the moment. Instead, we recommend that
you install a dedicated MI system.
n SAP NW MI Client: Provides, for example, framework services, and the UI programming model.
Figure 5: CRM Handheld Integration
For more information, see:

n Master Guide Mobile Sales for Handheld
Mobile Sales Online (MSOn)
Mobile Sales Online enables users to access CRM Sales data from their mobile device. This
version supports RIM Blackberry devices. For more information about Blackberry devices, see
http://www.blackberry.net. Using this application, users can perform basic administration of
CRM Sales data through the device browser.
Mobile Sales Online uses Mobile Web Dynpro technology that focuses on online technology where a
mobile device browser is always connected to a Web server.
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For more information, see SAP Service Marketplace at http://service.sap.com/nw-mobile or

http://service.sap.com/mobile.
2.2.4 Workforce Deployment
From a technical perspective, different software units are involved in Workforce Deployment. The
scenarios that include Workforce Deployment do not always require all of these software units: Some
are only optional and some are not required at all for certain process variants. For more information,
see the scenario-specific sections of this documentation. The following software units are used in
the area of Workforce Deployment:
n WFM Core 200 Add-On: You have to install this add-on on the CRM Server ABAP server by using
the SAP Add-On Installation Tool (SAINT). For more information, see SAP Note 830595
A prerequisite for the installation of WFM Core 200 is the LCAPPS_2005_700 add-on. For more
information, see SAP Note 836414.
n SAP NetWeaver 2004s liveCache (SAP LC/LCAPPS 50)
SAP liveCache is a database engine for managing complex objects in scenarios where large volumes
of data must be permanently available and modifiable. SAP liveCache is installed by using SAPinst.
Figure 6: Workforce Deployment in CRM
2.2.5 People-Centric User Interface
Overview
The People-Centric User Interface (PCUI) is a particularly intuitive, Internet-like user interface that
runs within SAP NetWeaver Enterprise Portal. Whether you are a user such as an agent in a call
center who works with the user interface every day or whether you are an occasional user who
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uses it from time to time, the People-Centric UI enables you to perform the tasks of your role and
navigate intuitively and quickly.
Due to functional enhancements, the installation of the People-Centric UI is mandatory for a few
scenarios, for example Channel Management and Case Management. For the other scenarios it is an
installation option. For more information, see the scenario-specific sections. The People-Centric User
Interface offers an easy, task and process-oriented access to CRM functionality. To ensure this, it has a
tailored range of possible interactions with the applications. Using SAP GUI, you can access the full
scope of functionality of an SAP transaction.
To set up the People-Centric UI, the following software units are required:
n SAP NetWeaver 2004s Enterprise Portal which includes Knowledge Management
n Business Package for SAP CRM 5.0
SAP NW Enterprise Portal and the Business Package for SAP CRM 5.0 are installed by SAPinst in a
common installation run. To install further, industry-specific Business Packages, use the Java Support
Package Manager (JSPM).
Note
Universal Worklist (iView "Worklist" of the CRM Portal User role) is only supported with CRM
5.0 and NW 2004s Enterprise Portal.
Figure 7: People-Centric User Interface
SAP NetWeaver Enterprise Portal (SAP NW EP)

SAP NW EP is used to provide the Web front-end of SAP NetWeaver. It brings SAP NetWeaver to the
user in a uniform and consistent manner, and provides the tools to manage this knowledge, to
analyze and interrelate it, and to share and collaborate on the basis of it.
The following key capabilities are tightly integrated into EP:
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n Portal: Offers a single point of access in a Web-based interface to SAP and non-SAP information
sources, enterprise applications, information repositories, databases and services across
organizational and technical boundaries all integrated into a single user experience.
n Knowledge Management (KM): Enables portal users to distribute, access, and manage unstructured
information within an organization through a heterogeneous repository landscape.
n Collaboration: Brings users, information, and applications together to ensure successful cooperation
and interaction in the portal
n Guided Procedures (GP): A framework for modeling and managing processes that involve access to
multiple backend systems.
Business Packages
Business Packages contain predefined portal content suitable for a variety of industries and for dozens of
user roles. The portal content includes everything users see and interact with in the Enterprise Portal,
for example real-time data from SAP applications and analyzed reports from the Business Intelligence
solution. These resources are displayed within the portal interface as iViews (portlets).
The roles are categorized on the highest level into content suitable for every user, for line managers,
and for specialists. A role provides access to a number of specific Worksets, which are clusters of related
tasks. iViews are the smallest units of information. Each workset contains those iViews that provide
access to applications, reports, services, and information required to complete the task.
The CRM User role is a generic role, that cannot be assigned to a specific scenario. It enables the
central access to all activities for CRM users.
It provides the following functions:
n CRM user homepage: Single point of entry for activities, tasks, and news
n Universal Worklist
n Employee directory
n E-mail transfer to CRM system
You cannot implement the CRM User role alone. You always have to combine it with other roles. To
implement the CRM User role, you have to install the following software units:
n CRM 5.0 Server (ABAP)
n SAP NetWeaver 2004s Enterprise Portal
n Business Package CRM 5.0
n SAP NetWeaver 2004s Search and Classification (TREX) (required for Knowledge Management
document search and the Top News iViews)
For information about further roles that are available with Business Package for SAP CRM 5.0, see the
table in the following section.
In addition, further Business Packages for industry-specific needs are available. For more information,
see SAP Developer Network at http://sdn.sap.com.
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Mapping of Roles to Scenarios

The following table provides an overview of which roles are included in Business Package for CRM 5.0
and in which scenarios they can be used. Of course, you can modify these roles and adjust them to
your business needs. For detailed information, see the online documentation on SAP Help Portal at
http://help.sap.com Documentation mySAP Customer Relationship Management Portal Content
Role Scenario Comments

Billing Clerk n Account and Contact Management The Billing Clerk role mainly uses the
n Case Management CRM Billing process. This is used in
n Complaints and Returns various scenarios; depending on the
Management business process, not all of them are
n Service Order Management necessary, but at least one of them.
Brand Manager Campaign Management
Campaign Manager Campaign Management The Campaign Manager role needs
the following processes: Digital Asset
Management, Marketing Planning and
Budgeting, Scenario Planning, External
List Management
Channel Manager n Account and Contact Management
with Channel Partners
n Collaborative Selling
n Lead and Opportunity Management
n Partner Management
n Quotation and Order Management
for Business-on-Behalf
n Campaign Management with
Channel Partners
n Account and Contact Management
in CRM
n Contract Management in CRM
E-Commerce
n Solution Assistance
n Service Request Management
n Complaints and Returns
Management in E-Commerce
n Service Order Management
n Catalog Management in CRM
in CRM E-Commerce
IC Agent n IC Marketing Requires at least one of the scenarios.
n IC Sales with CRM Sales Order
n IC Sales with ERP Sales Order
n IC Service
IC Manager IC Management /
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KM Author Generic /
Marketing Assistant Campaign Management The Marketing Assistant role needs
the following processes: Digital Asset
management, Marketing Planning and
Budgeting, Scenario Planning, and
External List Management.
The scenario, included processes and
standalone processes are optional.
Partner Employee n Account and Contact Management
Channel Partners
E-Commerce
in CRM E-Commerce
n Campaign Management in
E-Commerce
Partner Manager n Account and Contact Management
Channel Partners
E-Commerce
in CRM E-Commerce
E-Commerce
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Partner Manager - n Account and Contact Management
Channel Commerce with Channel Partners
n Collaborative Selling
E-Commerce
in CRM E-Commerce
E-Commerce
Sales Assistant n Account and Contact Management
in CRM
(Configure-to-Order) in CRM
n Contract Management
Sales Assistant for ERP n Account and Contact Management
Integration n Lead and Opportunity Management
Sales Manager n Account and Contact Management The Sales Manager role must always be
n Quotation and Order Management installed and assigned to a user together
in CRM with the CRM_User role.
n Campaign Management
n Sales Planning
Sales Representative n Account and Contact Management The Sales Manager role must always be
n Quotation and Order Management installed and assigned to a user together
in CRM with the CRM_User role.
n Sales Planning
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Service Manager n Service Contract and Entitlement Includes ERP role with procurement,
Management material reservation, and controlling.
n Usage Based Service Contract
Management
n Case Management
Management
n Service Order Management for
Planned Services
n Service Order Management with
Spare Part Procurement
n In-House Repair
Service Representative n Service Contract and Entitlement Includes ERP role with procurement,
Management material reservation, and controlling.
n Usage Based Service Contract
Management
Management
n Case Management
n Service Order Management for
Planned Services
n Service Order Management with
Spare Part Procurement
n In-House Repair
Service Resource Service Order Management
Planner
2.2.6 Standalone Components
SAP Content Server

The Content Server is a separate server instance that is used to store documents or other type of
content related to SAP applications. If your company operates on several locations, content can be
cached with the accompanying cache server. This reduces load on the wide area network when
working with documents.
You can store your document content either in SAP Content Server or in a database. If you have a
large amount of content to be stored, you can take the load off the database if you use SAP Content
Server. Depending on the CRM business object types, you can configure which documents you want
to store in SAP Content Server and which documents should be stored in the database. These business
object types are, for example product catalog, product, business partner, marketing campaigns,
and the solution database.
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Search and Classification (TREX)

SAP NetWeaver Search and Classification (TREX) offers an integrated set of services. TREX services
include search and retrieval in large document collections, text mining, automatic document
classification, and search and aggregation over structured data in SAP applications. TREX can handle
text from documents in numerous formats, including Microsoft Office and Adobe formats (PDF),
and more than 30 languages. TREX search options, such as exact, boolean, fuzzy or linguistic search,
and classification options such as query-based or example-based classification, offer great power
and flexibility to end users.
Recommendation
For performance reasons, we recommend that you install TREX on a separate host.
Check carefully the hardware requirements. They depend largely on your individual needs. The
size and number of indexes, number of updates and inserts per day, number of parallel search
activities, your back up, and high availability strategy and other factors strongly influence the
hardware requirements.
SAP Groupware Connector

SAP CRM Groupware Connector provides access to important business information created in SAP
CRM in the most widely used groupware systems: Microsoft Exchange Server and Lotus Domino.
This version of SAP CRM Groupware Connector allows a server-based, two-way replication of CRM
business partners, contact persons and activities with the groupware contacts, appointments and
tasks. After an item is created, changed, or deleted in the SAP CRM system, the changes are sent to
the Groupware Connector that forwards them to the users' mailboxes. Users can immediately see
changes in their mailboxes, by using their favorite Groupware Client application, such as Microsoft
Outlook or Lotus Notes. This is an important step for increasing the employee productivity, because
now it is possible to see calendar entries received from colleagues via the Groupware server, and
business meetings with a customer, created in the SAP CRM system. Users can view contacts, mapped
from CRM business partners in their groupware client, or can quickly find a customer telephone
number without starting the CRM client.
Note
Due to synchronization issues you cannot use groupware integration between the CRM Server and
the groupware server, at the same time as using client synchronization between CRM Mobile and
groupware. You can only choose one of these integration possibilities.
MapBox
This component is an XML-based mapping framework that is used by the SyncPoint (synchronization
technology, especially used for groupware integration). It uses a set of predefined rules to process data
that enters it. This type of predefined rule is known as a MapScenario. The MapBox is controlled by an
environment that determines how processing happens at runtime. This controlling environment is
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known as the Mapcase. At the moment, MapBox is used by the Groupware Adapter (which is part of
the SyncPoint) to convert Business Partner and Activities information into data that can be used by
Groupware applications such as Microsoft Exchange 2000 and Lotus Domino.
The MapBox-processing involves extensive XML- processing and, as such, is a memory-intensive
computation. In order to have a good processing time for each message that is handled by MapBox,
we recommended that you have 1024M of heap memory exclusively for MapBox.
Note
As of SAP CRM 5.0 SP09, you do not require a separate MapBox installation, or a SAP NetWeaver
Application Server Java installation, for groupware integration. All the functions that the MapBox
makes available for data conversion were integrated into the SAP NetWeaver Application Server
ABAP.
TeaLeaf RealiTea
TeaLeaf RealiTea is third-party software that you can use for Web analytics. TeaLeaf RealiTea is
typically installed on a standalone Win2K Server and collects and processes Web user interaction data.
From a technical perspective, RealiTea copies Web user interactions to the RealiTea Server. The
TeaLeaf RealiTea server software uses its own ISAM database to store Web user interaction data.
The database is exclusively managed by TeaLeaf tools. The RealiTea J2EE capture component can
be deployed on all platforms supported by SAP J2EE . The TeaLeaf RealiTea server can be upgraded
independently of the SAP component.
You can download TeaLeaf RealiTea software from SAP Service Marketplace at
http://service.sap.com/swdc SAP Installation & Upgrades Entry by Application Group SAP
Application Components SAP CRM SAP CRM 5.0
The installation and application documentation is part of the Tealeaf software package.
As an alternative, you can also use Data Loading with DB Connect/UD Connect to upload customer
behavior data captured in an SAP E-Commerce Web shop into NetWeaver BI. The two options differ
in the following way:
n Data Loading with DB Connect/UD Connect
Data Loading with DB Connect or UD Connect is recommended for customers who only want
to analyze business event data. This data-loading mechanism loads the captured business event
data directly from SAP NetWeaver AS Java into NetWeaver BI. Here the existing infrastructure can
be used, that is, business event data is loaded into the existing InfoCube and can be analyzed
with existing reports
n Data Loading with TeaLeaf (OEM)
Data Loading with TeaLeaf (OEM) is recommended for customers who require business event
data as well as http request and response information. Here the existing data capturing and data
loading mechanism can be used, that is, business event data is loaded via TeaLeaf into the existing
InfoCube and can be analyzed with existing reports.
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cProjects for Standalone Installation

Customers, who run a SAP R/3 4.6C or SAP R/3 Enterprise system and have mySAP Business Suite,
mySAP CRM, mySAP ERP, mySAP FIN, mySAP HR, mySAP PLM and mySAP SCM licenses are entitled
to participate in the my SAP ERP 2005 Ramp-Up to install/upgrade to SAP cProject Suite 4.00 on a
separate server (standalone installation).
Usage of the full mySAP ERP 2005 offering is optional for SAP cProject Suite customers. The technical
upgrade of SAP R/3 to mySAP ERP 2005 is not mandantory for SAP cProject Suite customers. SAP
cProject Suite 4.00 can communicate with SAP R/3 4.6c or SAP R/3 Enterprise system. However, the
full scope of integration can be achieved only with mySAP ERP 2005.
SAP cProject Suite software is shipped to these customers together with the mySAP ERP 2005 software
package. The following items are required to install or upgrade SAP cProject Suite:
n SAP NetWeaver 2004s
n SAP xRPM 4.0/SAP cProjects/SAP cFolders (contains SAP cProject Suite)
2.2.7 Application Systems
OLTP Backend System

SAP ECC (R/3, R/3 Enterprise respectively) serves as Online Transaction Processing System (OLTP)
for CRM. It is connected to the CRM Server as a backend system and provides additional business
functions such as material management and financials.
To enable communication between both systems, the following is required:
n An R/3 plug-in, that provides the integration interfaces must be installed on the OLTP system. As
of SAP ECC 6.0, the interfaces are contained directly in SAP ECC. For more information about the
release strategy, see SAP Service Marketplace at http://service.sap.com/r3-plug-in.
n On CRM server side, the Adapter Framework must be installed. For more information, see SAP
Help Portal at http://help.sap.com SAP Customer Relationship Management SAP CRM Powered
by SAP NetWeaver Process Integration CRM Integration Services CRM Middleware Adapter and Site
Types Adapters The Adapter Framework
The data exchange includes an initial transfer of Customizing, master, and transactional data to the
CRM system, as well as delta data in both directions. As of CRM 4.0, it is possible to run the CRM
system without any R/3 backend in a standalone configuration. However, there are some restrictions
regarding the overall business functions that have to be considered during the planning phase.
SAP SCM Server

SAP Supply Chain Management server (SAP SCM Server) consists of tools for real-time planning and
decision support. For example, SAP SCM server performs product availability checks for sales orders.
SAP NetWeaver Business Intelligence

SAP NetWeaver Business Intelligence is used to provide infrastructure for:
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n Data warehousing
n Various analytical technologies and functions
n Web-based reporting and analysis
n Information Broadcasting to distribute BI content by e-mail or by using the portal either as
precalculated documents with past data, or as links with live data
n Open analysis interfaces that make available various interfaces for connecting frontend tools of
third-party providers
n Web design API which allows you to realize highly individual scenarios and demanding
applications with customer-defined interface elements
In mySAP CRM it is mainly used in the Analytics area. This area enables you to gather all the relevant
data about various key factors (for example, customers, sales, services, marketing campaigns) and
analyze this knowledge base to deploy important insights derived from it in your operational and
strategic decision-making.
SAP NetWeaver Process Integration

Process Integration (PI) consists of core components to model, design, automate and integrate
processes of one or multiple application systems. For the integration of internal and cross-company
processes, PI is used to incorporate all the functions of SAP NetWeaver Exchange Infrastructure (XI).
In addition, PI contains core components for Business Process Management for application-embedded
and application-unbounded processes.
PI requires Application Server ABAP and Application Server Java as prerequisite in the same system.
Optionally, it can be combined with other usage types in one system as well. Nevertheless, we
recommend that you have a dedicated PI system.
In mySAP CRM 2005, NetWeaver Process Integration is required to integrate Supplier Relationship
Management in the business processSales Order Processing One-Step Business in CRM E-Commerce.
2.2.8 SAP Solution Manager
The SAP Solution Manager platform supports the implementation and operation of mySAP CRM
2005. Using SAP Solution Manager significantly accelerates the implementation process and helps you
to achieve your business goals. SAP Solution Manager enables you to take advantage of SAPs full
support and continuous improvement offerings.
Use of SAP Solution Manager is mandatory for mySAP CRM 2005. When you install SAP CRM 5.0
ABAP server or upgrade to this release, you are asked to enter a key generated by the Solution
Manager. For more information, see the installation or upgrade guide for SAP CRM 5.0.
Note
For information about availability of content specifically tailored to your solution, see SAP Service
Marketplace at http://service.sap.com/solutionmanager.
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In mySAP CRM 2005, the SAP Solution Manager contains standard implementation content for
approximately 50 scenarios, covering all key capabilities of the mySAP CRM Solution Map. This
enables fast implementation of the entire solution in units of business processes.
In your mySAP CRM project, execute the following activities by using SAP Solution Manager:
n Documentation of core business processes that are changed or implemented during Ramp-Up
n Planning of your solution landscape
n Connection of existing systems and activation of SAP EarlyWatch Alert
n Setting up Solution Manager Diagnostics for root cause analysis of Java components
n Handover of processes and systems to support organization after Go Live
n Configuration of your scenario according to the documentation contained in SAP Solution
Manager
Recommendation
Document, configure and test the previously defined business processes. Train end users via SAP
Solution Manager.
For more information, see the following information sources for SAP Solution Manager:
n System infrastructure, scenarios, installation and configuration of SAP Solution Manager:
Master Guide SAP Solution Manager available on SAP Service Marketplace at
http://service.sap.com/instguides SAP Components SAP Solution Manager Guides
n Benefits and usage scenarios: SAP Solution Manager Learning Maps available on SAP Service Marketplace
at http://service.sap.com/rkt-solman or http://service.sap.com/solutionmanager
n Additional information: SAP Service Marketplace at http://service.sap.com/solutionmanager
and in the documentation Master Guide SAP NetWeaver 2004s available at
http://service.sap.com/instguidesNW2004s
The following information summarizes installation considerations:

n Each mySAP CRM (or SAP NetWeaver) system landscape must be assigned to an installation of the
SAP Solution Manager. SAP Solution Manager is the required platform to support efficiently the
implementation and operation of your SAP solution. In the event of a support relevant incident
within your SAP system landscape, SAP Support requires remote access to the SAP Solution
Manager that hosts the affected system landscape.
n If you already have an SAP Solution Manager deployment in place, you can use it to manage the
solution you built up with SAP NetWeaver and mySAP CRM as well. In this case, it is highly
recommended that you update SAP Solution Manager and Solution Manager content to the
latest version.
n It is possible to install multiple instances of the SAP Solution Manager. In this case, each
installation should host separate business solutions.
n If you want to reduce the risk of unavailability, do not install SAP Solution Manager as a central
component. Instead, operate a two-system landscape with test and production environment of
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SAP Solution Manager, especially if you are using time-critical functions such as Support Desk.
If you also develop your own content, a three-system landscape with development, test and
production environment is recommended.
2.2.9 Content Types
Some systems of your mySAP CRM system landscape require you to import content to set up the
systems. This content is updated on a regular basis and is available for download in SAP Service
Marketplace. In the following, you will find information about the different content types, for
example, download and implementation information. Relevant for mySAP CRM are the following
content types:
n Solution Manager Content
n Business Packages (Portal Content)
n Business Intelligence Content (BI_CONT)
n System Landscape Directory (SLD) Content
n XI Content
Solution Manager Implementation Content

The Business Process Repository (BPR) is the central storage of SAP's comprehensive knowledge
of implementing integrated, cross-component business scenarios. Its contents complement the
functionality delivered with the SAP Solution Manager. You can make use of this knowledge during
your implementation or template project by taking the pre-delivered implementation content as
the starting point for your project scope. The implementation content is delivered alongside a
process-oriented scenario structure with the following assigned information (depending on scenario):
n Documentation describing the scenario use in your business
n Transactions allowing the evaluation of the delivered scenarios
n Configuration support (ranging from Implementation Guides (IMG) to Business Configuration
Sets) allowing for efficient Customizing of your scenarios
The implementation content is delivered as a separate software package (ST-ICO) which has to
be installed as add-on on the SAP Solution Manager. ST-ICO 150 is part of the mySAP CRM 2005
ramp-up delivery.
n Download: From SAP Service Marketplace at http://service.sap.com/swdc Installations
Entry by Application Group SAP Technology Components SAP Solution Manager <Release> Content.
n Documentation: Documentation for the currently available implementation content is available
on SAP Help Portal at http://help.sap.com Documentation SAP Solution Manager
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Business Packages
Business Packages contain predefined portal content suitable for a variety of industries and for dozens
of user roles. The portal content includes everything users see and interact with in the Enterprise
Portal, for example, real-time data from SAP applications and analyzed reports from the Business
Intelligence solution. These resources are displayed within the portal interface as iViews (portlets).
Download: From SAP Developers Network at http://sdn.sap.com Enterprise Portal Portal
Content Portfolio
Business Content for Business Intelligence

Business Content is delivered as an add-on that has to be installed on SAP NetWeaver 2004s ABAP
Application Server. Business Content is a pre-configured set of role and task-relevant information
models based on consistent metadata in Business Intelligence. Business Content provides selected
roles within a company with the information they need to carry out their tasks. This information
model includes integral roles, workbooks, queries, InfoSources, InfoCubes, ODS objects, key figures,
characteristics, update rules, and extractors for SAP ERP, mySAP Business Suite Applications, and for
other selection applications.
There are about three add-on releases per technology release. For information about the release
strategy, see SAP Note 153967.
The BI_CONT add-on has its own Support Packages that you can download from SAP Service
Marketplace.
n Download of BI_CONT Add-On:
From SAP Service Marketplace at http://service.sap.com/swdc Installations and Upgrades Entry
by Application Group SAP NetWeaver SAP NetWeaver 2004s BI_CONTENT for SAP NetWeaver .
n Download of Support Packages for BI_CONT Add-On:
From SAP Service Marketplace at http://service.sap.com/swdc Support Packages Entry by
Application Group SAP NetWeaver SAP NetWeaver 2004s .
System Landscape Directory (SLD) Content

The SLD content is the content for the Component Repository of the SLD. It contains information
about all software components that can be installed in your landscape. After SLD implementation,
you import the SAP Master Data for SLD, either from DVD or from SAP Service Marketplace. SAP
regularly delivers updates for the SAP Master Data for SLD (about every four weeks).
Download: from SAP Service Marketplace: http://service.sap.com/swdc Support Packages Entry
by Application Group Additional Components SAP MASTER DATA FOR SLD .
For information about updating SLD content, see also SAP Note 669669.
XI Content
The contents of the Integration Repository (part of SAP NW Process Integration) are collectively
known as XI Content (Process Integration Content). XI content is the integration knowledge that is
required for describing collaborative processes (collaboration knowledge). XI Content is created at
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2.3 System Landscapes
design time and can be shipped. In addition to the technical infrastructure, SAP also ships predefined
XI Content to enable customers to integrate their processes as efficiently and cost-effectively as
possible.
For an overview of the XI Content currently provided by SAP, see SAP Service Marketplace at
http://service.sap.com/solutions SAP NetWeaver SAP NetWeaver in Detail Process Integration
SAP Exchange Infrastructure SAP XI in Detail XI Content Catalog.
Download: from SAP Service Marketplace: http://service.sap.com/swdc Support Packages and
Patches Entry by Application Group SAP Content Process Integration Content XI Content BBPCRM .
The following figures depict examples of how typical system landscapes for test and for productive
purposes can look.
Note the following general recommendations:
n You can install CRM Server ABAP and CRM Java Components on a common host as a double
stack system, or separately on different hosts. This applies to test systems as well as to productive
systems. If you perform a double stack installation, ensure that the host is sufficiently sized to
ensure a good performance. If you install the ABAP and the Java system on different hosts, pay
particular attention to the higher network load and plan sizing of the network accordingly.
n You have to install the SAP NetWeaver BI on a separate host from CRM Server ABAP. Technically,
you only have to install the BI Content Add-On on top of the CRM Server ABAP. However,
you have to be aware of the increased sizing requirements. You have to add the sizing for both
application components for the overall sizing.
n If the CRM host is sufficiently sized, you can also install Search and Classification (TREX) on the
same host. However, you have to check if this meets your security requirements.
n SAP NetWeaver AS Java requires a database, but you do not have to create online backups for this
database.
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Figure 8: Example for E-Selling System Landscape
Figure 9: Example for CRM Enterprise System Landscape
Note
When you plan your system landscape, read the information in the Technical Infrastructure Guide for SAP
NetWeaver 2004s. This guide describes how you can distribute the SAP NetWeaver building blocks on
physical hosts, to provide robustness, performance and scalability to productive systems.
The guide is available at http://service.sap.com/installNW2004s .
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2.4 Implementation Sequence for Implementing mySAP CRM Scenarios
2.4 Implementation Sequence for Implementing mySAP CRM

Scenarios
This section lists the steps (installation, technical configuration, application configuration) required
to implement mySAP CRM business scenarios. This table contains all available software units.
However, to implement a specific scenario, you only need a subset of them. For information about
which software is required to implement a specific scenario, see the scenario-specific sections [page 43].
There is no special installation sequence, except that you have to observe the following two points:
n A Solution Manager must exist before you install the CRM server, since you have to enter a key
generated by SAP Solution Manager during the CRM server installation.
n CRM Server ABAP and TREX have to exist before you can complete the CRM Java Components
installation, because you have to check after the installation of CRM Java Components, if you can
establish a connection to these two software units.
However, further dependencies can exist between some of the subcomponents which belong
to a larger software unit. For example, the CRM Mobile Client Component consists of several
subcomponents for which a determined installation sequence applies. These dependencies are
explained in the corresponding Component Installation Guides.
n Versions: For latest component version and patch level requirements, see the corresponding SAP
Note (Release- & Information Note (RIN)) that is available for each SAP CRM Server Support
Package Stack. The SAP Note numbers are listed in the collection note 543841 Support Package Release
& Information.
For SAP CRM 5.0 SP 01, see SAP Note 870329.
n Documentation: For documentation referenced in the following table, see List of Documentation
[page 113].
n Installations with SAPinst: When you start SAPinst from the Installation Master DVD, you
can choose on the entry screen between mySAP Business Suite Solutions and SAP NetWeaver
2004s. If you choose SAP CRM 2005, you can install mySAP CRM software units and additional
NetWeaver software units.
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Figure 10: SAPinst Installation Screen
Procedure
Remarks and Subsequent Steps

Step Action [Corresponding Documentation] [Corresponding Documentation]
1 Installation of SAP Solution Manager 3.2 and ST-ICO.
n [Master Guide SAP Solution Manager]
2 Installation of Search and Classification To configure Search and
Use the following parameters for the Search and Classification, see the
Classification (TREX) installation and post-installation documentation in SAP Solution
tasks (for more information, see the documentation Manager at Basic Configuration
Installation Guide Search and Classification (TREX)): Configuration Structures SAP
Connection: NetWeaver 2004s Standalone
n ABAP applications access TREX functions using the Engines TREX Post-Installation
TREX ABAP client and the RFC protocol. In this case Configuration.
you have to perform the post-installation steps to set The following scenarios use the
up an RFC connection. TREX ABAP client:
n JAVA applications access TREX functions using the n All scenarios that use the
TREX JAVA client and the HTTP/HTTPS protocol. In central search in the Enterprise
this case you have to perform the post-installation Portal
steps to set up an HTTP connection. n Account and Contact
Note that both the ABAP and the JAVA client is used by Management with Channel
some applications. Partners
[Installation Guide SAP NetWeaver 2004s Search and Classification n Collaborative Selling
(TREX) ] n Quotation and Order
Management for
Business-on-Behalf
E-Commerce
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n Contract Management in
CRM E-Commerce
n Quotation and Order
Management in CRM
E-Commerce
n Web Auctions: Selling via eBay
in CRM
n Web Auctions: Auctioning via
Web Shop
n Quotation and
Order Management
(Configure-to-Order) in
CRM
n Quotation and Order
Management in CRM
/ Installation of CRM Server ABAP and CRM Java After CRM Java Components
Components. installation, you have to check if
In the installation program SAPinst, choose you can establish a connection
n CRM 2005 Application Set to the CRM Server ABAP and
n CRM 2005 Java Components (JCRM) TREX. Therefore, if you install
Further installation options offered by SAPinst: CRM server ABAP and CRM Java
n CRM 2005 Business Packages Components on different hosts,
This installation option is relevant for the ensure the ABAP installation is
People-Centric UI. It requires you also to install SAP completed before you perform the
NetWeaver Enterprise Portal (EP). You can install SAP check.
NW EP and the Business Packages together with the
CRM Java Components as well as on a separate host.
n CRM 2005 MapBox
Note
As of SAP CRM 5.0 SP09, you do not require a
separate MapBox installation, or a SAP NetWeaver
Application Server Java installation, for groupware
integration. All the functions that the MapBox
makes available for data conversion were integrated
into the SAP NetWeaver Application Server ABAP.
Note
For releases earlier than SAP NetWeaver 2004 we
recommend you to install the MapBox on a separate
host as the database due to performance reasons. As
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of SAP NetWeaver 2004 you can run the MapBox with
the database, SAP CRM and the Enterprise Portal on
the same host.
n NetWeaver Mobile Infrastructure (MI)

Required for integrating handheld devices using SAP
NetWeaver Mobile Infrastructure.
Note
We recommend to install SAP NetWeaver Mobile
Infrastructure in a dedicated system.
n NetWeaver Development Infrastructure (DI)

The development infrastructure is required if you
want to enhance or create Java applications.
n NetWeaver Enterprise Portal (EP)
Required for People-Centric User Interface
[Installation Guide SAP CRM 5.0 <Technology> on <Operating
System>:<Database>]
/ Prepare an OLTP Backend System:
n SAP R/3 or R/3 Enterprise systems as well as ECC 5.0
systems require the R/3 Plug-In 2004.1 with at least
SP10.
See SAP Note 704564 (R/3 plug-in:PI 2004.1
installation/delta upgrade) and SAP Service Marketplace at
http://service.sap.com/r3-plug-in
n As of SAP ECC 6.0, the R/3 Plug-In is no longer
required. New and extended interfaces for integrating
SAP ECC 6.0 are directly contained in SAP ECC 6.0.
[SAP ERP 2005 <Technology> on <Operating System>:
Database
/ Setting up the CRM Mobile Client landscape: You can install AMT on the
n Installation of the Communication Station Development Workstation
[Installation Guide Communication Station] together with the Mobile
n Installation of local MS SQL Server on the Mobile Application Studio as well as
Clients. on a separate server. Whereas
[Third-Party documentation] you can have multiple Mobile
n Installation of mySAP CRM Mobile Client Application Studios in your
Component (Mobile Application Studio, Mobile system landscape, only a single
Application Repository, Mobile Client, AMT, AMT installation is required.
CSDM) on the Mobile Repository Server, Mobile
Development Workstations and Mobile Clients.
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[Installation Guide - SAP CRM Mobile Client Component -
Release CRM 5.0]
n Install optional third-party software:
l BackWeb ProactivePortal Server see SAP Note
593417.
l Planogram (Strategix) 5.0
/ Integration of Handhelds
Note
Mobile Sales for Handheld:
n Installation of SAP NetWeaver Mobile Infrastructure MSA for Handheld is not available
until CRM 5.0 SP02.
Note
We recommend to install SAP NetWeaver Mobile
Infrastructure in a dedicated system.
[Master Guide - SAP NetWeaver 2004s]

[Installation Guide - SAP NetWeaver 2004s]
n Installation of Mobile Sales application for handheld
on the handheld device.
l [Installation Guide - SAP Mobile Sales for Handheld]
Mobile Sales Online:
To use Mobile Sales Online, deploy Mobile Sales Online
on a NetWeaver Application Server.
[Installation Guide - SAP Mobile Sales Online ]
/ Installation of Workforce Deployment:
Note
Workforce Deployment Java applications are installed
with the CRM Java Components (see above).
n Installation of WFM Core Add-On on the CRM Server

ABAP as described in SAP Note 830595.
After WFM Core Add-On installation, you can
perform the WFD AS/CS Java post-installation steps as
described in the documentation Installation Guide SAP
CRM 5.0 <Technology> on <Operating System>:<Database>
n Install SAP NetWeaver 2004s liveCache.
[Installation Guide - SAP NetWeaver 2004s liveCache
Technology]
Note: For liveCache configuration steps, see SAP
Solution Manager.
/ Installation of Groupware Connector
[Installation Guide - SAP Groupware Connector]
/ Installation of SAP Content Server
[Installation Guide - SAP Content Server 6.30 on <Operating
System>]
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/ Installation of TeaLeaf RealiTea 4.5
Recommendation
You can download the TeaLeaf software from SAP Service
Marketplace at http://service.sap.com/swdc SAP For performance reasons, install
Installation & Upgrades Entry by Application Group SAP RealiTea on a separate host.
Application Components SAP CRM SAP CRM 5.0 Only required (optional) in
The installation documentation is part of the TeaLleaf the Quotation and Order
software package. Management in E-Commerce
scenario.
/ Installation of People-Centric UI:
Iinstallation of the Enterprise Portal and the CRM
Business Packages is performed in one common
installation run.
Choose the following software units on the SAPinst
dialog screen:
n BP-CRM CRM 2005 Business Packages.
n AS-Java NetWeaver Java Application Server
n EP NetWeaver Enterprise Portal
[Installation Guide SAP CRM 5.0 <Technology> on <Operating
System>:<Database>]
/ Installation of SAP NetWeaver 2004s Process Integration Only required in the Quotation
(PI) in a dedicated system and import of BBPCRM XI and Order Management in E-Commerce
CONTENT 5.0. scenario for Sales Order Processing
[Installation Guide SAP NetWeaver 2004s on <Operating One-Step-Business in CRM E-Commerce.
System>:<Database>]
SAP Note 836200(SAP NetWeaver 2004s: Import of Process
Integration Content).
/ Installation of an SAP NetWeaver BI system:
Note
For NetWeaver BI (ABAP), there is no installation option
in SAPinst. Instead, install AS-ABAP with SAPinst and
then, install BI Content AddOn 2 or higher (see below).
1. Installation of a SAP NetWeaver system with software

unit AS-ABAP.
2. Configuration of the database of your AS-ABAP
system for BI according to SAP Note 567745.
3. Installation of BI Content Add-On 2 or higher on the
AS-ABAP system according to SAP Note 847019.
/ Installation of SAP SCM Server
[Installation Guide SAP SCM Server]
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/ Installation of SAP GUI 6.40 or higher on every host from In some cases you can also use SAP
which you want to connect to your SAP CRM system. GUI for Windows 6.20. For more
[Installation Guide SAP Frontend] information, see CRM Core [page
12].
/ Configuration of your business scenario and processes
as described in SAP Solution Manager. Start the
configuration only after you have installed all of the
required software units.
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3 mySAP CRM Scenarios
The mySAP CRM scenarios are assigned to the following key capabilities:
n Channel Management [page 43]
n E-Commerce [page 49]
n Field Applications [page 54]
n Interaction Center [page 63]
n Marketing [page 67]
n Sales [page 68]
n Service [page 72]
In the following sections, you will find for each scenario a short description and a list of software units
that are required to implement the scenario.
Note
Although the Internet Pricing and Configurator is not a separately installable software unit, it is
listed for those scenarios for which it is required or can optionally be used. This is to inform you
about the scenarios for which you have to activate the Virtual Machine Container (VMC), which is a
prerequisite for running the Internet Pricing and Configurator. For information about activating
VMC, see SAP Note 854170.
3.1 Channel Management

mySAP CRM empowers organizations to manage partners and enables channel partners to serve their
customers effectively, resulting in a more profitable and loyal indirect channel.
Key Capability Channel Management consists of the following scenarios:
n Account and Contact Management with Channel Partners [page 44]
n Collaborative Selling [page 45]
n Lead and Opportunity Management with Channel Partners [page 46]
n Partner Management [page 47]
n Quotation and Order Management for Business-on-Behalf [page 48]
n Campaign Management with Channel Partners [page 45]
n Market Development Funds [page 46]
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3.1.1 Account and Contact Management with Channel

Partners
Description
This scenario allows your channel and service partners to manage and maintain accounts and
contact persons. In addition to master data maintenance, it offers channel and service partners the
integration of transaction data such as business transactions and contacts, an overview of the most
important data, as well as quick access to and easy maintenance of all the information on their
accounts or contact persons.
Software Units
The following software units are required to run the Account and Contact Management with Channel Partners
scenario:
Mandatory:
n CRM 5.0 Server ABAP
n CRM PCUI: SAP NetWeaver 2004s Enterprise Portal and Business Package for SAP CRM 5.0
Optional:
n SAP NetWeaver 2004s Search and Classification (TREX) required for Central Search in SAP
Enterprise Portal
n SAP NetWeaver Application Server Java required for groupware integration
Note
As of SAP CRM 5.0 SP09, the MapBox installation is no longer required. Therefore, you do not
need to install the SAP NetWeaver Application Server Java anymore.
n Groupware Connector 4.0 and MapBox_640
Note
As of SAP CRM 5.0 SP09, the MapBox installation is no longer required.
n SAP Content Server 6.30

n SAP R/3, SAP R/3 Enterprise, SAP ECC: At least SAP R/3 4.6C
n SAP BW / BI in SAP NetWeaver:
l At least SAP BW 3.5 with BI Content 3.5.2 Add-On required for account analysis in Channel
Management
l At least SAP NetWeaver 2004s including BI Content Add-On 2 required for activity analysis
in Channel Management
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3.1.2 Campaign Management With Channel Partners
Description
With this scenario you can grant channel partners read-only access to specified campaigns and
lower-level campaign elements in the Marketing Planner application. This scenario enables brand
owners to engage more fully channel partners in marketing campaigns. For example, the brand
owner can inform channel partners about campaigns targeted at resale customers, so that the channel
partners are prepared for the corresponding customer requests, and can plan accordingly.
Software Units
The following software units are required to run the Campaign Management with Channel Partners
scenario:
Mandatory
n SAP Strategic Enterprise Management (SEM): Campaign Planning With SAP NetWeaver 2004s
SEM is part of BI
3.1.3 Collaborative Selling
Description
In this scenario, you sell your products in cooperation with channel partners to end customers via
a Web shop. With the help of this Collaborative Showroom, you offer your partners the option to
participate in a Web shop that you run. Customers have the option to order products from partners
of their choice by using the Collaborative Showroom.
Software Units
The following software units are required to run the Collaborative Selling scenario:
Mandatory
n CRM 5.0 Java Components (JCRM)
n SAP NetWeaver 2004s Search and Classification (TREX)
n Internet Pricing and Configurator
Optional
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.1 with BI Content 3.10 AddOn required for
Sales Quotation and Order Analysis for B2B in Channel Management and Sales Order Analysis for Channel Commerce
n SAP R/3 4.6C required if order processing is done in SAP ERP
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3.1.4 Lead and Opportunity Management with Channel

Partners
Description
You use this business scenario to control your channel marketing and channel sales processes
transparently. With this business scenario, you can process and analyze leads, activities, opportunities
and sales orders with your channel partners. This business scenario describes the individual processes
and also demonstrates the entire cycle, from first interest when a lead is created, through to pre-sales,
when an opportunity is created, and finally to sales order processing and analysis of the corresponding
processes.
Software Units
The following software units are required to run the Lead and Opportunity Management with Channel Partners
scenario:
Mandatory
Optional
l At least SAP BW 3.1 with BI Content 3.10 Add-On required for lead analysis in Channel
Management
l At least SAP NetWeaver 2004s including BI Content Add-On 2 required for
u Opportunity Analysis
u Sales Funnel Analysis
u Sales Pipeline Analysis
u Presales Effort Analysis
3.1.5 Market Development Funds
Description
You can use market development funds (MDFs) to manage the resources available to channel
partners for demand-generation initiatives in marketing. In Marketing Planner, brand owners define
a MDF program. This includes information about which channel partners can access and use the
MDF, and what kinds of funded initiatives the channel partners can apply for. When the brand
owners have published the MDF program, authorized channel partners can, in an external view of
Marketing Planner, access information about the MDF, and apply for funding through the funded
initiatives. The funded initiatives use up fund portions of the agreed MDF. You either assign defined
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fund portions to the channel partner, or let the system determine them (dynamically, and, optionally,
up to a defined limit) based on the channel partner's performance, for example, according to revenue.
Software Units
The following software units are required to run the Market Development Funds scenario:
Mandatory:
3.1.6 Partner Management
Description
This business scenario helps you as the channel manager to work effectively with your channel
partners.
n You have a complete view of your channel partners. You see who your partners are, and from
where. You also see the status of each partner has, the branch of industry in which they specialize,
and who your partners customers are.
n Potential partners can apply to work as partners with you. You provide the respective registration
forms on your Web site for this.
n You provide your partners with brochures and information about your newest products, as well as
information about training and special promotions in the channel manager portal. Your partners
can call up this information in the partner portal.
n You can schedule channel partners for participation in the collaborative showroom. For channel
partners participating the collaborative showroom you can for example see which products
partners are offering to their customers online. Participating partners can maintain different
settings and content needed for the customers' check out from the collaborative showroom in a
self-service, for example, their own general terms and conditions.
Software Units
The following software units are required to run the Partner Management scenario:
Mandatory
Optional
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Note
Note

l At least SAP BW 3.1 with BI Content 3.10 Add-On required for Sales Target Planning with Channel
Partners
l At least SAP BW 3.5 with BI Content 3.5.2 Add-On required for Partner Analysis
3.1.7 Quotation and Order Management for

Business-on-Behalf
Description
Using this business scenario, you can sell your products and services to end customers via your
partner organizations, and you can create quotations and orders in the system on behalf of end
customers. Your sales partners can receive quotations for your products in the customer shop on
behalf of end customers, and they can also enter orders for your enterprise. A business deal thus takes
place between your enterprise and the end customer. The partner acts as agent.
Software Units
The following software units are required to run the Quotation and Order Management for Business-on-Behalf
scenario:
Mandatory:
n SAP NetWeaver 2004s Search and Classification (TREX 7.0)
Optional
n SAP R/3 4.6C required for order processing in ERP.
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.1 with BI Content 3.10 AddOn required for
Sales Quotation and Order Analysis for Business-on-Behalf and Web Site Monitoring
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3.2 E-Commerce
3.2 E-Commerce
mySAP CRM provides an eCommerce platform that enables companies to turn the Internet into a
profitable sales and interaction channel both for business customers and consumers.
The key capability E-Commerce consists of the following scenarios:
n Campaign Management in E-Commerce [page 49]
n Catalog Management in CRM [page 50]
n Complaints and Returns Management in E-Commerce [page 50]
n Contract Management in CRM E-Commerce [page 51]
n Quotation and Order Management in CRM E-Commerce [page 51]
n Service Request Management [page 52]
n Solution Assistance [page 53]
n Web Auctions: Auctioning via Web Shop [page 53]
n Web Auctions: Selling via eBay in CRM [page 54]
3.2.1 Campaign Management in E-Commerce
Description
You use this business scenario to sell products to your customers using campaigns in the CRM
E-Commerce Web shop. It covers the complete process for running a campaign starting with market
analysis, continuing with execution of the campaign, and ending with the closure of the campaign
and analysis of the results. After a campaign has been set up, it can be tracked throughout its duration
and the results used in future planning. Criteria such as target groups, products, documents, people
responsible and the budget are defined in the campaign for these activities.
Software Units
The following software units are required to run the Campaign Management in E-Commerce scenario:
Mandatory:
Optional:
n CRM PCUI: SAP NetWeaver 2004s EP and Business Package for SAP CRM 5.0
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.5 with BI Content 3.5.2 Add-On required
for Campaign Analysis
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3.2 E-Commerce
3.2.2 Catalog Management in CRM
Description
You use this business scenario to create a centralized product catalog that contains product
descriptions, multimedia displays, pricing, and associated literature. The catalog enables quick
and easy customer access to timely and personalized product information. Product catalogs are
implemented in sales processes and are of particular importance in CRM E-Commerce for presenting
your products in the Web shop.
Software Units
The following software units are required for the Catalog Management in CRM scenario:
Mandatory:
3.2.3 Complaints and Returns Management in E-Commerce
Description
You use this business scenario to enable your customers to create complaints. You can then take
action and meet their expectations. A complaint can be linked to a registered product or an installed
base component. Complaints can also be linked to products from the product catalog. E-Commerce
enables customers to manage their complaints and returns via the Web.
In this scenario customers register a product to activate its warranty. They then create complaints
linked to a registered product with which they are not satisfied.
Software Units
The following software units are required to run the Complaints and Returns Management in E-Commerce
scenario:
Mandatory:
Optional:
n BI in SAP NetWeaver: SAP NetWeaver 2004s including BI Content Add-On 2
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3.2 E-Commerce
3.2.4 Contract Management in CRM E-Commerce
Description
The Contract Management in E-Commerce business scenario enables you to create long-term
agreements that contain information about prices and products for a particular customer or group
of customers via the Internet. Your customers benefit both from the advantages of Contract
Management, such as long-term agreements with attractive prices and advantageous terms of
delivery, as well as those of using the Internet to order products or services, such as attractive
presentation and quick and easy access to your company.
Software Units
The following software units are required to run the Contract Management in CRM E-Commerce scenario:
Mandatory:
Optional:
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.0B
3.2.5 Quotation and Order Management in CRM E-Commerce
Description
You use this business scenario to enable Web shop customers to receive quotations or place orders for
products and services, obtain real-time product availability, and track each order from manufacturing
to distribution through service.
Quotation management allows you to confirm to customers that you will deliver a specific quantity
or products at a specific time, and for a specific price. Within the framework of quotation management
various sales functions are available to the sales employee, as well as special functions for quotations.
Order management allows you to enable customers to create and process an order and trigger
subsequent logistics processing in SAP R/3. An order is a customers binding request to your enterprise
to deliver a specific quantity of products, or to provide a service at a specific time. A sales organization
accepts the order, and therefore becomes responsible for fulfilling the contract.
Software Units
The following software units are required to run the Quotation and Order Management in CRM E-Commerce
scenario:
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3.2 E-Commerce
Mandatory:
Optional:
n TeaLeaf RealiTea 4.5 required for event capturing
l At least SAP BW 3.5 with BI Content 3.5.2 Add-On required for Web Analysis in CRM
l At least SAP NetWeaver 2004s including BI Content Add-On 2 required for event capturing
n Required for Sales Order Processing One-Step-Business in CRM E-Commerce:
l SAP NetWeaver 2004s Process Integration
l BBPCRM XI CONTENT 5.0
l SAP SRM Server 4.0 or higher (has to be installed by the EBP vendor)
3.2.6 Service Request Management
Description
You use this business scenario to enable your customers to use a web interface and create a service
request for an installed base component. A service request is a detailed message sent to an agent
concerning a product problem. When your customers create a service request, they can specify which
product, installed base, or registered product is concerned by the request. Customers can check
whether the service that they are requesting is covered by a warranty or a service contract. They can
schedule an appointment at their convenience for the selected onsite service. This scenario reduces
interaction costs and increases customer satisfaction.
Software Units
The following software units are required to run the Service Request Management scenario:
Mandatory:
Optional:
n BI in SAP NetWeaver: SAP NetWeaver 2004s with BI Content Add-On 2
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3.2 E-Commerce
3.2.7 Solution Assistance
Description
You use this business scenario to enable your customers to solve their product problems by using a
set of self-help tools.
Customers who encounter a product problem can visit your Internet Customer Self-Service (ICSS)
and search for a solution. They should start with Frequently Asked Questions (FAQs), which are
designed to address the more common product issues faced by customers. If an FAQ Search does not
result in a successful resolution of the problem, customers can use the Solution Search, a second-line
tool that enables them to enter a problem description and perform a search for relevant solutions.
If a solution still eludes customers after they have used the FAQs and Solution Search, they can turn
to Live Web Collaboration to contact an agent directly. By opening your knowledge bases to your
customers, you reduce interaction costs and increase customer satisfaction.
Software Units
The following software units are required to run the Solution Assistance scenario:
Mandatory:
Optional:
3.2.8 Web Auctions: Auctioning via Web Shop
Description
You use this business scenario to create and manage auctions in a Web shop of your own by using the
auctioning via Web shop application. Web auctions are an increasingly popular way to reach new
audiences and to allow market demand to determine price. They are also a particularly useful way to
sell new and excess inventory, used assets, and time-sensitive products, hence reducing your sales
and inventory costs.
Software Units
The following software units are required to run the Web Auctions: Auctioning via Web Shop
scenario:
Mandatory:
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3.3 Field Applications
Optional:
n SAP R/3, SAP R/3 Enterprise, SAP ECC: At least R/3 4.6C
3.2.9 Web Auctions: Selling via eBay in CRM
Description
You use this business scenario to create and manage auctions on eBay by using the selling via
eBay application, which is integrated with SAP CRM and eBay. Web auctions are an increasingly
popular way to reach new audiences and to allow market demand to determine price. They are also
a particularly useful way to sell new and excess inventory, used assets, and time-sensitive products,
reducing your sales and inventory costs.
Software Units
The following software units are required to run the Web Auctions: Selling via eBay in CRM scenario:
Mandatory:
Optional:
n SAP R/3, SAP R/3 Enterprise, SAP ECC: At least R/3 4.6C
n Internet Pricing and Configurator required for E-Commerce check-out

Key capability Field Applications consists of the following scenarios:
n Field Account and Contact Management with CRM Mobile Sales [page 55]
n Field Account and Contact Management with CRM Mobile Sales for Handheld [page 60]
n Field Campaign Management with CRM Mobile Sales [page 56]
n Field Complaints Management with CRM Mobile Service [page 57]
n Field Opportunity Management with CRM Mobile Sales [page 58]
n Field Quotation and Order Management with CRM Mobile Sales [page 59]
n Field Quotation and Order Management with CRM Mobile Sales for Handheld [page 61]
n Field Sales using Mobile Sales Online [page 55]
n Field Service Order Management with CRM Mobile Service [page 62]
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3.3.1 Field Account and Contact Management with CRM

Mobile Sales
Description
You use this business scenario to view and create critical customer data, customer contact
information, product information, and activity management using enhanced data synchronization
with the CRM server. Users such as sales representatives or key account managers can create, view,
maintain, and monitor account information within one application. Managers can then track the
status of customer account activities and view the performance of each sales representative. By being
able to proactively manage and monitor accounts, users are in command of critical customer data.
The business scenario process description below illustrates the workflow associated with maintaining
customer data within a sales organization.
Software Units
The following software units are required to run the Field Account and Contact Management with CRM
Mobile Sales scenario:
Mandatory:
n CRM 5.0 Mobile Client Component including Communication Station, MS SQL Server, and
AMT (CSDT is optional)
Optional:
n CRM Handheld Integration: SAP NetWeaver 2004s Mobile Infrastructure and Mobile Sales
Application for Handheld 5.0
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.1 with BI Content 3.10 Add-On
n Third-Party Software
l BackWeb ProactivePortal Server 5.0
n SAP Strategic Enterprise Management (SEM) 3.5 With SAP NetWeaver 2004s SEM is part of BI
3.3.2 Field Sales Using Mobile Sales Online
Description
This business scenario supports the sales management in the field when they are away from the office
by providing sales data on a handheld or a blackberry device. This enables the sales manager to be
connected to the business even when he/she is on a customer visit or at a customer event. Sales
managers can view orders, contracts, and opportunities, and they can create and update accounts
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and activities. Additionally, they can view sales analysis charts to picture timelines, open sales orders,
incoming orders and sales contracts.
Software Units
The following software units are required to run the Field Sales using Mobile Sales Online scenario:
Mandatory:
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.0B
Optional:
n CRM 5.0 Mobile Client Component including Communication Station and MS SQL Server
3.3.3 Field Campaign Management with CRM Mobile Sales
Description
This business scenario outlines activities that support an office-based campaign manager and a field
sales representative in marketing activities, such as product launches and marketing campaigns.
The campaign manager creates a campaign and assigns the appropriate attributes to it, such as its
products, objectives, and validity dates. The campaign manager also creates or assigns a target group
with target customers, using sophisticated segmentation methods. After this basic information
has been assigned to the campaign, the manager begins planning for the costs and budget of the
campaign, as well as how the campaigns success will be measured. The campaign manager plans
and generates the activities that define how the campaign is carried out. For example, he or she can
generate a mail-merge file from the target group. This mail merge can be used to send invitations by
e-mail or in printed form.
After the activities of the campaign have been generated, these activities are automatically sent to the
field sales team representatives who interact with the customers. The field sales representatives then
carry out the activities of the campaign, for example, contacting all customers who have received
invitations. An outcome analysis measures the results of the campaign.
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Software Units
The following software units are required to run the Field Campaign Management with CRM Mobile Sales
scenario:
Mandatory:
Optional:
n CRM Handheld Integration: SAP NetWeaver 2004s Mobile Infrastructure and Mobiles Sales
n BI in SAP NetWeaver: SAP NetWeaver 2004s including BI Content Add-On 2 required for
Campaign Analysis
n SAP R/3, SAP R/3 Enterprise, SAP ECC: at least SAP R/3 4.6C
3.3.4 Field Complaints Management with CRM Mobile Service
Description
This business scenario enables you to manage complaints made by your customers. A complaint
can be an objection made by a customer about a service. Field Complaints Management with CRM Mobile
Service streamlines your companys complaints process right from the receipt of a complaint and its
technical analysis, to measures taken to address this complaint and satisfy the customer. In response
to a complaint, you can trigger the following actions:
n Creation of substitute delivery, to record the shipment of goods to the customer
n Credit memo request, to credit the customer in relation to a complaint
n Analyze complaints data, for example, to identify common problems with a particular product
Software Units
The following software units are required to run the Field Complaints Management with CRM Mobile
Service scenario:
Mandatory:
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n CRM 5.0 SP01 Server ABAP

n CRM 5.0 SP01 Mobile Client Component including Communication Station, and MS SQL Server
(CSDT and AMT are optional)
Optional:
n CRM 5.0 SP01 Java Components (JCRM) required for product configuration
n CRM PCUI: SAP NetWeaver 2004s EP and Business Package for SAP CRM 5.0 required for
individual object and installed base maintenance in the Enterprise Service
l MS SQL Server MSDE 2000
3.3.5 Field Opportunity Management with CRM Mobile Sales
Description
You use this business scenario to:
n Record detailed information about sales opportunities, including the potential sales volume,
the potential revenue amount, the closure probability percentage, and the date the order must
be filled to satisfy the customer or prospect.
n Share crucial sales information among the members of a sales team
n Record information on competitors and competitive products
n Enter the names of important contacts and easily link the contact information to various
calendars for activity planning
n Generate sales quotations and orders automatically
Software Units
The following software units are required to run the Field Opportunity Management with CRM Mobile
Sales scenario.
Mandatory:
Optional:
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3.3.6 Field Quotation and Order Management with CRM

Mobile Sales
Description
You use this business scenario to sell your products by using an external sales force. This requires
your field sales representatives to have direct personal contact with all your business partners. Your
employees create quotation and order data locally on their laptops in Mobile Sales. They synchronize
their data regularly with the central CRM Enterprise system . It describes the sale of serial or bulk
products that you produce internally based on consumer- or forecast-oriented revenue or sales
revenue planning, or serial or bulk products that you procure externally. The products are shipped
directly ex stock to your customers.
Software Units
The following software units are required to run the Field Quotation and Order Management with CRM
Mobile Sales scenario.
Mandatory:
Optional:
n Internet Pricing and Configurator required for pricing
n BI in SAP NetWeaver: SAP NetWeaver 2004s including BI Content Add-On 2 required for Sales
Quotation and Order Analysis in CRM
n SAP R/3, R/3 Enterprise, SAP ECC: at least SAP R/3 4.6C
n SAP SCM Server 5.0 required for availability check
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Note
An ATP check is not required for this scenario. The ATP check is an additional feature in Mobile
Sales and can be maintained in Mobile System Maintenance under Availability Profile Maintenance.
l If you use Mobile Sales without a connection to a network, you can trigger a rough availability
check to get stock information.
l If you use Mobile Sales within a network, you must have a connection to SAP SCM where the
ATP check is executed by SAP SCM Advanced Planning and Optimization (SAP APO).
3.3.7 Field Account and Contact Management with CRM

Mobile Sales for Handheld
Description
This business scenario seamlessly connects all the business processes that typically occur during a
sales cycle and makes this information available to the sales team.
You can use such information to:
n Record details about sales activities, including the priority, and the date when the activity must be
completed
n Share crucial sales information easily among all members of the sales team.
Therefore, this business process allows you to easily schedule, delegate, and manage simple and
complex tasks and daily activities. This makes sales representatives more productive by giving them
more control and insight into their assignments and allowing them to easily manage all their tasks
and activities.
Software Units
The following software units are required to run the Field Account and Contact Management with CRM
Mobile Sales for Handheld scenario:
Mandatory:
Optional:
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3.3.8 Field Quotation and Order Management with CRM

Mobile Sales for Handheld
Description
This business scenario supports the sales order acquisition and creation process in the field. Sales
representatives can create, verify, revise, and submit quotes tailored to meet customer requirements.
This improves sales representatives' productivity and effectiveness, therefore shortening sales
cycles while providing more personalized service to customers. Furthermore, it allows the sales
representatives to create sales orders by using a handheld device.
Software Units
The following software units are required to run the Field Quotation and Order Management with CRM
Mobile Sales for Handheld scenario.
Mandatory:
Optional:
n BI in SAP NetWeaver: SAP NetWeaver 2004s including BI Content Add-On 2 required for Sales
Quotation and Order Analysis in CRM
n SAP SCM Server 5.0 required for availability check
Note
An ATP check is not required for this scenario. The ATP check is an additional feature in Mobile
Sales for Handheld.
l If you use Mobile Sales for Handheld within a network, you must have a connection to SAP
SCM where the ATP check is executed by SAP SCM Advanced Planning and Optimization
(SAP APO).
l If you use Mobile Sales for Handheld without a connection to a network, the ATP check does
not return any information. A message is displayed stating that the connection is not available.
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3.3.9 Field Service Order Management with CRM Mobile

Service
Description
You use this business scenario to access the information that the service representatives require
for their daily work from any location and at any time, using the mobile client. Data flows in a
closed loop between CRM Enterprise and the SAP CRM Mobile Service application, and users can
work either online or offline.
Service representatives therefore, have a fully integrated view of service-relevant data such as
customers, service documents, installed base information, products, and service assignments. In
addition, they have the option to create service orders and assignments locally and subsequently
upload them to CRM Enterprise.
Software Units
The following software units are required to run the Field Service Order Management with CRM Mobile
Service scenario:
Mandatory:
n CRM 5.0 SP01 Server ABAP
n CRM 5.0 SP01 Java Components (JCRM)
Note
CRM Java Components are not required for Service Employee Resource Planning in CRM and Service
Resource Planning in CRM .
n CRM Mobile Client Component including Communication Station and MS SQL Server (CSDT
and AMT are optional)
n CRM PCUI: SAP NetWeaver 2004s EP and Business Package for SAP CRM 5.0 (required for
Individual Object and Installed Base maintenance in the Enterprise Service)
Optional:
n Workforce Deployment required for Service Employee Resource Planning in CRM and Service Resource
Planning in CRM
For these processes you require the following:
l WFM Core 200 Add-On
l LCAPPS_2005_700 Add-On
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3.4 Interaction Center
l Optional: SAP NetWeaver 2004s liveCache


Key capability Interaction Center consists of the following scenarios:
n IC Management [page 63]
n IC Marketing [page 64]
n IC Sales with CRM Sales Order [page 65]
n IC Sales with ERP Sales Order [page 65]
n IC Service [page 66]
Note
The following services need to be activated in the Internet Communication Framework (Transaction
SICF) for all Interaction Center scenarios:
n /sap/bc/bsp/sap/crm_ic
n /sap/bc/bsp/sap/ic_base
n /sap/bc/bsp/sap/icf_notify_poll
n /sap/bc/bsp/sap/crm_ic_rt_rep
3.4.1 Interaction Center Management
Description
You use this business scenario to provide a single point of access for interaction center (IC) managers
to ensure the IC is optimized and efficient. Tools are provided for managers to make informed
decisions, to react quickly to changing business needs, and to resolve issues before they become
problems. Analytics and advanced reporting tools allow managers to monitor, measure, predict,
plan, and optimize the IC.
Software Units
The following software units are required to run the Interaction Center Management scenario:
Mandatory:
n Search and Classification (TREX): at least 6.1
Optional:
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l mandatory for Managing and Analyzing Interaction Center Operations
l optional for E-Mail Response Management with Interaction Center
l SAP BW 3.0B
l SAP NetWeaver 2004s including BI Content Add-On 2:
u optional for E-Mail Response Management with Interaction Center
u mandatory for analyzing functions and optional for managing functions in Managing and
Analyzing Interaction Center Operations
3.4.2 Interaction Center Marketing
Description
The IC Marketing business scenario enables you to generate leads and gather customer information
and feedback through outbound telemarketing in the Interaction Center.
Your agents are provided with simplified access to all information and business processes they require
to interact with their customers. While agents are guided through their customer interaction with
the help of predefined scripts, leads can be automatically created based on customer feedback. This
greatly simplifies the interaction process for your agents, who can also manually create or qualify
leads. Your agents are free to focus on personalized interactions, thereby improving the effectiveness
of campaigns through better closure rates.
For more information, see the business scenario description in the Solution Manager.
Software Units
The following software units are required for the Interaction Center Marketing scenario:
Mandatory:
Optional:
n At least SAP R/3 4.6C
n Search and Classification (TREX): At least release 6.1
n CRM PCUI; SAP NetWeaver 2004s EP and Business Package for SAP CRM 5.0 needed for scripts
related to campaigns and for new lead views
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3.4.3 IC Sales with CRM Sales Order
Description
You use this business scenario to offer, sell, and deliver products to your customer via your Interaction
Center. In Inbound Telesales with CRM Sales Order, customers take up contact with the Interaction
Center and wish to place an order. In Outbound Telesales with CRM Sales Order, the Interaction
Center agent calls the customer to offer products or services.
In this business scenario, the system enters sales orders in SAP CRM, and then forwards them to SAP
ECC for subsequent logistical processing. An alternative to this business scenario is the business
scenario IC Sales with ERP Sales Order, which allows you to create sales orders directly in SAP ECC.
Software Units
The following software units are required for the IC Sales with CRM Sales Order scenario:
Mandatory:
n SAP R/3 4.6C or higher
Optional:
n Search and Classification (TREX) At least release 6.1
n CRM PCUI; SAP NetWeaver 2004s EP and Business Package for SAP CRM 5.0 SAP Enterprise
Portal can be used by agents
3.4.4 Interaction Center Sales with ERP Sales Order
Description
You use this business scenario to offer, sell, and deliver products to your customer via your Interaction
Center. In Inbound Telesales with ERP Sales Order, customers take up contact with the Interaction
Center and wish to place an order. In Outbound Telesales with ERP Sales Order, the Interaction
Center agent calls the customer to offer products or services. In this business scenario, the system
does not save entered sales orders in SAP CRM, but rather directly in SAP ECC. You can nevertheless
use the marketing functions available in SAP CRM. An alternative to this business scenario is the
business scenario IC Sales with CRM Sales Order, in which the system creates sales orders in SAP
CRM, and then transfers them to SAP ECC for subsequent processing.
Software Units
The following software units are required for the Interaction Center Sales with ERP Sales Order scenario:
Mandatory:
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l IC WebClient with specific ERP Sales order viewset requires SAP ECC 6.0
l IC WebClient with Launch Transaction (ITS) requires SAP R/3 4.6C or higher
l IC WinClient requires SAP R/3 4.6C or higher
Optional:
n Search and Classification At least release 6.1
Portal can be used by agents
3.4.5 Interaction Center Service
Description
You use this business scenario to enable interaction center (IC) agents to streamline the service
process to resolve customer issues, to ensure customer needs are met, and to increase or maintain
customer satisfaction. For interaction centers handling inbound service activities, this area provides
agents with tools to complete all open processes during the same customer interaction, avoiding
unnecessary callbacks or follow-ups. Agents can increase profits by ensuring that service contracts are
current and service levels are met.
For more information, see the business scenario description in the Solution Manager.
Software Units
The following software units are required to run the Interaction Center Service scenario:
Mandatory:
Optional:
n Search and Classification (TREX) at least Release 6.1
Employee Interaction Center: At least SAP ECC 6.0
Portal is needed for service ticket transactions by agents and for IC managers that report directly
to a Help Desk
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3.5 Marketing
3.5 Marketing
mySAP CRM Marketing is an integrated, closed loop solution enabling marketers to analyze, plan,
develop, execute, and measure all marketing activities.
Key capability Marketing consists of the scenario Campaign Management [page 67].
The process Digital Asset Management [external document] is not assigned to an scenario.
3.5.1 Campaign Management
Description
You use this business scenario to cover the complete process for running a campaign starting with
market analysis, continuing with execution of the campaign, and ending with the closure of the
campaign and analysis of the results. Campaigns serve as operative marketing planning. They describe
actions that are carried out, for example, mailing actions, product promotions and telemarketing.
After a campaign has been set up, it can be tracked throughout its duration and the results used in
future planning. Criteria such as target groups, products, documents, people responsible and the
budget are defined in the campaign for these activities.
For more information, see the scenario description in the Solution Manager.
Software Units
The following software units are required to run the Campaign Management scenario:
Mandatory:
Optional:
l mandatory for Segmentation
n CRM 5.0 Mobile Client Component
l can be used in the business processesSegmentation and Campaign Planning in CRM
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.5 (for Segmentation SAP BW 3.1); however, content
for the new campaign management features is delivered with SAP NetWeaver 2004s including
BI Content Add-On 2
l mandatory for Marketing Planning and Budgeting, Campaign Planning, and Campaign Analysis
l optional for Scenario Planning, Campaign Modeling, Campaign Execution, and Segmentation
l optional for Marketing Planning and Budgeting and Campaign Analysis
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3.6 Sales
3.6 Sales
mySAP CRM empowers sales professionals with the information and tools to effectively and profitably
plan, execute and analyze sales processes across the full sales cycle.
Key capability Sales consists of the following scenarios:
n Account and Contact Management [page 68]
n Contract Management [page 69]
n Incentive and Commission Management in CRM [page 69]
n Lead and Opportunity Management [page 70]
n Quotation and Order Management (Configure-to-Order) in CRM [page 71]
n Quotation and Order Management in CRM [page 71]
n Sales Planning [page 72]
3.6.1 Account and Contact Management
Description
Account und Contact Management allows you to manage and maintain your accounts and contact
persons. In addition to master data maintenance, integration of transaction data such as business
transactions and contacts provides you with an overview of the most important data as well as quick
access to and easy maintenance of all the information on your account or contact person.
Software Units
The following software units are required to run the Account and Contact Management scenario:
Mandatory:
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.50 with BI Content 3.5.2 Add-On needed for
l BW extraction of Master Data
l Account Planning in CRM
l Sales Performance Analysis in CRM
Optional:
Note
n CRM PCUI; SAP NetWeaver 2004s EP and Business Package for SAP CRM 5.0
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3.6 Sales
Note
n SAP NetWeaver 2004s Search and Classification (TREX) needed for Central Search in CRM PCUI
n SAP R/3 4.6C or higher
3.6.2 Contract Management
Description
The Contract Management business scenario enables you to create long-term agreements that
contain information about prices and products for a particular customer or group of customers.
Contract Management plays an important role within Customer Relationship Management because
it helps you to meet challenges such as ensuring customers remain loyal to you, or retaining
customers so that they return to you for a particular product.
You use Contract Management to answer these needs because customers profit from long-term
agreements with lower prices and better terms of delivery, while you are able to:
n Monitor the sales process from inquiry through to contract completion
n Keep track of whether your customer has been buying products as arranged
n Respond quickly to signals that the customer is dissatisfied
n Guide your sales employees through any necessary follow-up activities
n Use integrated reporting for analyzing contract-related sales figures
Software Units
The following software units are required to run the Contract Management scenario:
Mandatory:
Optional:
n CRM 5.0 Mobile Client Component including AMT and CSDT (Mobile Client can display data,
but not maintain it)
n SAP R/3, SAP R/3 Enterprises, SAP ECC: At least SAP R/3 4.6C
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.0B required for Contract Analysis
3.6.3 Incentive and Commission Management in CRM
Description
You use this business scenario to create, manage and report on incentive and commission
compensation plans within your organization. It utilizes the Incentive and Commission Management
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3.6 Sales
(ICM) engine residing in SAP ECC where plan administrators are able to efficiently craft and manage
complex variable compensation plans. CRM ICM includes two standard means of transferring data to
ICM for the purpose of driving your incentive processing:
n Transferring CRM documents to ICM through a configured document interface
n Transferring SAP Business Information Warehouse (BW) data to ICM through a general BW
transfer interface
Software Units
The following software units are required to run the Incentive and Commission Management in CRM scenario:
Mandatory:
n SAP ECC: At least SAP ECC 5.0 (with EA-ICM extension)
n SAP BW / BI in SAP NetWeaver: At least BW 3.1 with BI Content 3.2 Add-On
Optional:
n CRM PCUI: SAP NetWeaver 2004s EP and Business Package for SAP CRM 5.0 required for the
transactional interface
3.6.4 Lead and Opportunity Management
Description
You use this business scenario to control your marketing and sales processes transparently. You
use this business scenario, to process and analyze leads and opportunities, and process activities,
quotations and sales orders. It describes the individual processes and also demonstrates the entire
cycle, from first interest when a lead is created, through to pre-sales, when an opportunity is created,
and finally to sales order processing.
Software Units
The following software units are required to run the Lead and Opportunity Management scenario:
Mandatory:
Optional:
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3.6 Sales
3.6.5 Quotation and Order Management (Configure-to-Order)

in CRM
Description
You use this business scenario variant to offer, sell, and deliver configurable products to the customer.
It describes the sale of serial or bulk products that you produce internally based on consumer- or
forecast-oriented revenue or sales revenue planning, or serial or bulk products that you procure
externally. SAP CRM is the leading system for creating sales orders. You execute the availability check,
sales order processing and billing with SAP ECC.
Software Units
The following software units are required to run the Quotation and Order Management (Configure-to-Order) in
CRM scenario:
Mandatory:
Optional:
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.5 with BI Content 3.5.2 Add-On required for
Sales Quotation and Order Analysis in CRM
3.6.6 Quotation and Order Management in CRM
Description
You use this business scenario to offer, sell, and deliver products to the customer. The products are
shipped directly ex stock to your customers. The sales order is processed in SAP CRM regardless of
the communication channel through which the order was entered. The sales order can be created
using the following business scenarios:
n Telesales (see Inbound Telesales and Outbound Telesales [page 65])
n CRM E-Commerce (see Quotation and Order Management in CRM E-Commerce [page 51])
n Mobile Sales (see Quotation and Order Management with CRM Mobile Sale [page 59])
Software Units
The following software units are required to run the Quotation and Order Management in CRM scenario:
Mandatory:
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3.7 Service

Optional:
n CRM 5.0 Java Components (JCRM) required for product configuration
n SAP BW / BI in SAP NetWeaver; At least SAP BW 3.5 with BI Content 3.5.2 Add-On required for
Sales Quotation and Order Analysis in CRM
n SAP SCM Server 5.0 required for ATP check
3.6.7 Sales Planning
Description
The business scenario variant Sales Planning provides the necessary tools for the strategic
management of sales. It enables sales managers and their teams to plan their sales targets at differing
levels, monitor sales continuously throughout the sales cycle, and adjust their sales plans accordingly.
This type of ongoing re-planning ensures that sales targets are attainable and can be re-aligned
regularly when necessary.
Software Units
The following software units are required to run the Sales Planning scenario:
Mandatory:
n SAP BW / BI in SAP NetWeaver: At least SAP BW 3.5 with BI Content 3.1 Add-On
Optional:
n At least SAP R/3 Enterprise Release 4.70
3.7 Service
mySAP CRM empowers service professionals with all the information and tools to run the service
business effectively and profitably within the service organization, from responding to the customer's
initial inquiry, quotation creation and processing, order creation, and assignment to the most
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3.7 Service
appropriate field service representative, right through to confirmation and billing of the work
performed for the customer.
Key capability Service comprises the following scenarios:
n Case Management [page 73]
n Complaints and Returns Management [page 74]
n In-House Repair [page 75]
n Recall Management [page 75]
n Reverse Logistic for new and changed service parts [page 76]
n Service Contract and Entitlement Management [page 77]
n Service Order Management [page 78]
n Service Order Management for Planned Services [page 78]
n Service Order Management with ERP Billing [page 79]
n Service Order Management with External Resource Procurement [page 80]
n Service Order Management with Spare Part Procurement [page 80]
n Usage-Based Service Contract Management [page 81]
3.7.1 Case Management
Description
You can use this business scenario to manage complex problems or issues that involve more than one
document, transaction, or business partner. Some examples include issues in the utilities industry or
complaints regarding billing disputes in the telecommunications industry.
You can use cases to consolidate and manage information about problems or issues in a central
collection point, and then monitor and analyze this information. Information about business
partners, business transactions, products, and electronic documents is stored in cases. You can link
cases to objects in various systems.
You can improve processing efficiency by making case information globally accessible, while at the
same time ensuring the confidentiality of sensitive information through authorization checks.
Cooperation during case processing is facilitated by activities, which you can create and assign to the
corresponding processors. Additionally, case notes simplify communication and division of work
during case processing.
Changes to a case are automatically recorded in a log, enabling you to fulfill legal requirements to
provide audit trails for cases, and also providing you with useful progress information.
Technical service employees can use service confirmations that are linked to one another to confirm
their working time, materials, and expenses for a case. This automatically triggers an update of the
inventory, work time, and the controlling data in the integrated SAP Enterprise Resource Planning
(SAP ERP) systems.
Software Units
The following software units are required to run the Case Management scenario:
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3.7 Service
Mandatory:
Note
With some functional restrictions, you can also use IC WebClient.
Optional:
Analytics
n Internet Pricing and Configurator required for the process Create New Servicce Order from Within
a Case
3.7.2 Complaints and Returns Management
Description
You use this business scenario to process customer complaints within your sales and service
organizations. A complaint is an expression of dissatisfaction that a customer makes in relation to
a service or product. If a customer returns a product without first making a complaint, this is a
return. You use complaints management in your company to represent the entire complaints process
from recording a complaint, the technical analysis and relevant follow-up process steps, through to
statistical evaluation.
Software Units
The following software units are required to run the Complaints and Returns Management scenario:
Mandatory:
Optional:
n CRM Workforce Deployment required for appointment offering (process variants Service Resource
Planning or Service Employee Resource Planning):
l WFM Core Add-On 200
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3.7 Service
Analytics
3.7.3 In-House Repair
Description
You use this business scenario to perform the entire in-house repair process, from the creation of
the repair order through to billing.
The scenario In-House Repair consists of
n Order Management and Order Processing
n Logistics Integration
n Controlling Integration
n Escalation Management
n Analysis
Software Units
The following software units are required to run the In-House Repair scenario:
Mandatory:
Optional
Analytics
3.7.4 Recall Management
Description
Vendors of service parts can use this business scenario to manage recall actions for defective
components (service parts) that are still in their customers' warehouse stock.
This scenario includes, amongst others, the complaints processing process, which you can use to
create complaints, complaints with reference to billing documents, returns, and in-house repair
orders for products, services, or deliveries that customers are dissatisfied with. Complaints can be
product-related or have no reference to products. Complaints with reference to billing documents,
returns and in-house repair orders always refer to a product.
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3.7 Service
Software Units
The following software units are required to run the Recall Management scenario:
Mandatory:
n SAP ECC 6.0
n SAP SCM Server 5.0
Optional:
Analytics
3.7.5 Reverse Logistic for New and Changed Service Parts
Description
You use this business scenario to represent the entire complaints process for service parts and used
parts in your company, including using technical analysis to create returns, the appropriate follow-up
process steps, and statistical evaluations.
n You create returns when you ask customers (merchants) to return service parts or when
customers (merchants) want to return parts, for example, to reduce the amount of surplus parts
in the warehouse. This way, manufacturers accommodate their customers by enabling them to
return parts that they did not sell in quantities as high as they expected.
n You create used part returns when customers return used parts for which they have paid a deposit.
When customers (merchants) return these parts to manufacturers, the customers receive in
return the deposit that was paid initially. Depending the condition of the product, the returned
used parts are remanufactured.
n Complaints with reference to billing documents may also lead to returns. You create these
complaints when there is a problem with an invoice. These types of complaints normally lead to
credit/debit memos, such as invoice corrections, and possibly to physical returns.
Software Units
The following software units are required to run the Reverse Logistic for New and Changed Service Parts
scenario:
Mandatory:
n SAP ECC 6.0
n SAP SCM Server 5.0
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3.7 Service
Optional:
Analytics
3.7.6 Service Contract and Entitlement Management
Description
You use this business scenario to perform service processes based on the following:
n Service contracts agreed with the customer
n Warranties that were assigned products, installed base components, or individual objects
Service contracts represent long-term agreements between companies and customers. In service
contracts, the customer is assured of the performance of services within a specific tolerance limit for
specific quantities, for example, within a predefined time frame. The assured services are represented
by service products such as maintenance or hotline services which are defined in the individual
contract items. The characteristics of service products are defined in Service Level Agreements (SLA),
which in turn are validated by different parameters, such as Availability Time and Response Time.
The parameters serve not only to describe the SLAs, but can also be used to control service processing.
Warranties can be flexibly assigned to individual products, installed base components, or individual
objects. When creating service orders, confirmations, repair orders, or complaints, the system
automatically runs a background check to see whether a warranty exists and then assigns this
accordingly. When calculating prices for the services and service parts in billing, warranties can be
taken into account through the use of appropriate discounts.
Software Units
The following software units are required to run the Service Contract and Entitlement Management scenario:
Mandatory:
Optional
Analytics
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3.7.7 Service Order Management
Description
You can use this business scenario to define the processes that are relevant to the performance of
services, starting with the processing of a service order quotation and the processing of the actual
service order, right through to billing and different analyses.
Software Units
The following software units are required to run the Service Order Management scenario:
Mandatory:
Optional:
n CRM PCUI: SAP NetWeaver 2004s EP and Business Package for CRM 5.0
n CRM Workforce Deployment required for Service Employee Resource Planning in CRM
No CRM Java Components are required for Service Employee Resource Planning in CRM.
For these processes you require the following:
l WFM Core 200 Add-On
Analytics
3.7.8 Service Order Management for Planned Services
Description
You use this business scenario for the advance scheduling and organization of services that recur at
specific intervals, such as maintenance, or quotation creation.
Service plans help you to save costs incurred through unforeseen downtimes and to increase
efficiency, for example, through improved and more comprehensible planning, and the more
efficient scheduling of resources, such as employees or materials.
In the service plan, the scope of periodic services is described and due dates for the services are
calculated and monitored. The service plan simulation provides you with a list of future service
orders and enables you to determine the resources (service employees, service parts) required for each
service order, and to calculate the workload for a predefined period.
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Software Units
The following software units are required to run the Service Order Management for Planned Services scenario:
Mandatory:
n SAP R/3, SAP R3 Enterprise, SAP ECC: At least SAP R/3 4.6C
Optional:
n CRM Workforce Deployment required for process variant Service Resource Planning:
l WFM Core Add-On 200
Analytics
3.7.9 Service Order Management with ERP Billing
Description
You use the service order management [page 78] business scenario to define the processes that are relevant
to the performance of services, starting with the processing of a service order quotation and
the processing of the actual service order, right through to billing and different analyses. With
this business scenario variant, you set up the transfer of service billing data to SAP ERP Central
Component (SAP ECC) accounting, where the data is processed and posted.
Software Units
The following software units are required to run the Service Order Management with ERP Billing scenario:
Mandatory:
n SAP R/3 4.6C, SAP R/3 Enterprise, SAP ECC: At least SAP ECC 5.0
Optional:
Analytics
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3.7.10 Service Order Management with External Resource

Procurement
Description
to the performance of services, starting with the processing of a service order quotation and the
processing of the actual service order, right through to billing and different analyses. You can use
this variant of the business scenario to set up procurement of external services planned for service
orders or in-house repair orders.
Software Units
The following software units are required to run the Service Order Management with External Resource
Procurement scenario:
Mandatory:
n SAP R/3 4.6C, SAP R/3 Enterprise, SAP ECC: At least SAP ECC 5.0
Optional:
Analytics
3.7.11 Service Order Management with Service Part

Procurement
Description
to the performance of services, starting with the processing of a service order quotation and the
processing of the actual service order, right through to billing and different analyses. You use this
variant of the business scenario to set up procurement of service parts planned for service orders or
in-house repair orders.
Software Units
The following software units are required to run the Service Order Management with Service Part Procurement
scenario:
Mandatory:
n SAP R/3 4.6C, SAP R/3 Enterprise, SAP ECC: SAP ECC 5.0
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Optional:
Analytics
3.7.12 Usage-Based Service Contract Management
Description
You can use this business scenario to bill your customers for services with a certain usage volume
(of copies, for example) after you have defined a service contract. The available processes let you
model the complete business process, including creating a service quotation and contract, entering
and calculating the usage volume through counters and readings, and billing. SAP CRM is the
leading system for processing quotations and contracts, as well as for entering readings and for
managing billing.
Software Units
The following software units are required to run the Usage-Based Service Contract Management scenario:
Mandatory:
n SAP ECC 6.0
Optional
Analytics
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4 Solution-Wide Topics
4.1 Developing and Modifying Applications: NetWeaver

Development Infrastructure
To modify or extend CRM Java Web Applications you use the SAP NetWeaver Development
Infrastructure (NWDI). The NetWeaver Development Infrastructure supports integration of patches,
Support Packages and upgrades to new releases without losing modifications or enhancements and
it supports team development. The Development Infrastructure requires a local installation on
developers' PCs and the installation of a central infrastructure for version management, application
building, and administration of the Java development landscape.
The following graphic shows a typical development landscape:
Figure 11:
Local Installation
n SAP NetWeaver Developer Studio: The SAP NetWeaver Developer Studio provides access to the
SAP NetWeaver Java Development Infrastructure (also named Development Infrastructure). It
enhances the concept of an IDE by server-side services, which centrally provides the development
teams with a consistent development environment and supports the software development
during the entire life-cycle of a product.
n Local J2EE Engine
Central Infrastructure
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n Design Time Repository (DTR): Versioning source code management. Distributed development
of software in teams. Transport and replication of sources.
n Component Build Service (CBS): Central build based on the component model.
n Change Management Service (CMS): Central administration of the Java development landscape
and transports covering the entire software life cycle.
n Software Deployment Manager(SDM): Manual and automatic deployment of archives in central
runtime systems.
n System Landscape Directory (SLD): Information about the system landscape.
n Name Service: Central check instance for the uniqueness of names.
n Java Dictionary: Supports the global definition of tables and data types
n SAP Java Test Tools: Predefined static tests and runtime tests for the Java development
For more information about implementing SAP NetWeaver and required SAP
components, see the SAP NetWeaver Master Guide available on SAP Service Marketplace at
http://service.sap.com/instguides SAP NetWeaver Release 2004s Installation .
For more information, see the documentation in the SAP Library under SAP NetWeaver Developer's
Guide Fundamentals Using Java SAP NetWeaver Development Infrastructure .
For detailed information about setting up your NWDI landscape, see the documentation in SAP
Library under SAP NetWeaver Developer's Guide Fundamentals Using Java SAP NetWeaver Development
Infrastructure Working with the SAP NetWeaver Development Infrastucture Administration of SAP NetWeaver
Development Infrastructure Setting Up the Development Landscape: Landscape Configurator .
For detailed information about modifying and extending CRM Java Components, see the
Development and Extension Guide SAP CRM Java Components 5.0 available on SAP Service Marketplace at
http://service.sap.com/crm-inst CRM Core .
4.2 Customizing Scout
Customizing Scout is part of SAP Solution Manager, meaning that no additional installation is
required. Customizing Scout compares and updates Customizing settings.
Customizing Scout is relevant for all key capabilities and supports the following process:
n Customizing data is loaded initially from R/3 to CRM by using the CRM Middleware download.
n The customizing entries can be compared between R/3 and CRM and any differences visualized.
n Deltas are kept synchronized. This means that when Customizing settings are maintained in
R/3, they are also updated in CRM.
n Transport of Customizing settings through the test and production system landscape.
More Information
For more information, see SAP Library at SAP NetWeaver SAP NetWeaver by Key Capability Solution
Life Cycle Management SAP Solution Manager Customizing Synchronization Customizing Scout .
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4.3 Easy Enhancement Workbench
CRM Easy Enhancement Workbench is a tool within the CRM Server that supports the enhancement
of CRM objects without programming knowledge. It simplifies the customers development process
and reduces errors.
Very often, CRM objects need to be enhanced in a CRM implementation project to meet individual
requirements. Such object enhancements are easily achieved by automatic generation techniques
and a guided concept. The CRM Easy Enhancement Workbench provides a number of predefined
business objects and enhancement scenarios.
Features
The CRM Easy Enhancement Workbench includes the following features:
n Project workbench enabling customers to manage CRM enhancements easily
n Predefined business objects and enhancement scenarios
n Wizards that allow you to define extensions intuitively without detailed knowledge of the CRM
data model
n Automatic generation of internal objects without modification that are ready for transport.
The following extensions will be possible for the Business Partner object:
n Support new tables 1:1 and 1:n relation to Business Partner main table
n Enhanced user interface definitions by optional use of Visual Configuration Tool.
The Easy Enhancement Workbench offers the following benefits:
n Ease of use and multiple wizards
n No modifications
n No in-depth knowledge of SAP CRM internal data model required
More Information
For more information, see SAP Library at mySAP Customer Relationship Management Components and
Functions Basic Functions Enhancements with the Easy Enhancement Workbench in CRM .
4.4 Monitoring the System Landscape
To monitor your system landscape, use the SAP NetWeaver monitoring infrastructure [page 90]. After
you have installed all required components, use the Monitoring Setup Guide for SAP NetWeaver
2004s to configure the monitoring. This guide is available on SAP Service Marketplace at
http://service.sap.com/instguidesNW2004s. The setup of this monitoring features is a
prerequisite for performing the monitoring activities for your mySAP CRM landscape as described
in the Solution Management Guide mySAP CRM 5.0 (available on SAP Service Marketplace at
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4.5 RosettaNet
http://service.sap.com/crm-inst). This guide provides information about analysis tools for

different systems, components and scenarios.
4.5 RosettaNet
RosettaNet is a standard for high-tech industries. RosettaNet a self-funded, non-profit organization,

is a consortium of major Information Technology, Electronic Components and Semiconductor
Manufacturing companies working to create and implement industry-wide, open e-business process
standards. These standards form a common e-business language, aligning processes between supply
chain partners on a global basis.
RosettaNet standards offer a robust nonproprietary solution, encompassing data dictionaries,
implementation framework, and XML-based business message schemas and process specifications, for
e-business standardization.
RosettaNet Partner Interface Processes (PIPs) define business processes between trading partners.
PIPs are specialized system-to-system XML-based dialogs. Each PIP specification includes a business
document with the vocabulary, and a business process with the choreography of the message dialog.
For integration with external systems, SAP Customer Relationship Management (CRM) provides
open XML messaging interfaces and IDoc interfaces. When a buyer system sends a message in a
RosettaNet message format to the SAP CRM System, the RosettaNet Mappings maps the inbound
message to an SAP CRM IDoc message format. After processing an inbound message, the SAP CRM
System sends an outbound message, in an SAP CRM IDoc format, to the buyer system. RosettaNet
Mappings maps this outbound message to a RosettaNet Message format, understood by the buyer
system. This mapping has been implemented as platform independent XSL Templates.
For more information, see the documentation at http://service.sap.com/instguides Industry
Solutions Industry Solution Master Guides SAP for High Tech.
4.6 Shared Services

You normally run shared services on central systems in your system landscape. For SAP NetWeaver,
there are the following features that could be used to realize shared services:
n SAP Solution Manager
Used to implement, train, test, maintain, monitor, control change and manage incidents of your
SAP solution system landscape (open end to end application management).
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Note
Be aware that you require an SAP Solution Manager system (minimum release 3.2 SP8) to
install or upgrade to SAP NetWeaver 2004s SR1. An SAP Solution Manager system is required
to generate the SAP Solution Manager key needed during the installation or upgrade process.
Without this key, the installation or upgrade process cannot continue. For more information,
see SAP Note 805390.
n Solution Manager Diagnostics

An integral part of SAP Solution Manager that is running as a Java application on the Java stack
of SAP Solution Manager 4.0. It is used to analyze the root cause of incidents in your landscape
in an efficient and safe way. Before Go-Live, a Solution Manager Diagnostics has to be set up and
made accessible remotely.
n SAP NetWeaver Administrator
SAP NetWeaver Administrator is the central administration component, which is used for
monitoring and administering Java applications. It is included in SAP NetWeaver systems with AS
ABAP and AS Java. For SAP NetWeaver 2004s, SAP NetWeaver Administrator is focused on Java and
is used in combination with SAP Visual Administrator. In future, administration and monitoring
functionality for Java and ABAP systems will be integrated into SAP NetWeaver Administrator.
n Alert Monitor
If your system landscape consists of ABAP components only, use the alert monitor that is included
in AS ABAP (transaction RZ20) as the central tool for monitoring your entire system landscape.
If malfunctions or problems occur, alerts are generated. These alerts are displayed in various
monitors in a tree structure, and you can assign auto-reactions to them. In this way, you are
informed quickly and reliably about an alert even if you are not working in the alert monitor at
that time.
n Job Scheduler
Job scheduling capabilities of SAP NetWeaver enable central job scheduling and job monitoring
of current and old releases of AS ABAP systems. Jobs and job chains can now be handled
conveniently in a graphical UI.
n System Landscape Directory
The System Landscape Directory is the central directory of system landscape information
relevant for the management of your software lifecycle. It contains a description of your
system landscape (that is, software components that are currently installed) and a repository of
software components that can theoretically be installed in your landscape (such as the software
components available from SAP).
n Software Lifecycle Manager
SAP has developed a new tool called Software Lifecycle Manager, which you can use optionally to
simplify and ease all software logistics tasks (installation, upgrade and patch installation) in your
system landscape. Software Lifecycle Manager of SAPNetWeaver complements SAP Solution
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Manager in managing the lifecycle of your SAP solutions and products that run on multiple
SAP components more effectively.
n Adaptive Computing Controller
The Adaptive Computing Controller enables users to control an adaptive computing landscape
from a single point through observation, operation and dynamic resource distribution. With
adaptive computing, hardware, software, and system services are able to adapt to changing
business needs. In the Adaptive Computing Controller, the run-time data of logical and physical
landscapes can be monitored, application services can be started/stopped/relocated, and hardware
resources can be assigned to application services. The operation can also be mass executed and
be planned as tasks to be executed.
4.6.1 Use Cases

You can use these features for use cases that are normally performed centrally. This section describes
these use cases.
4.6.1.1 Support Infrastructure
A key requirement for effective support of IT solutions is the ability to perform root cause analysis
with speed and efficiency.
With SAP Solution Manager, SAP has long had an infrastructure in place for its ABAP applications
that efficiently supports SAP solutions. This helps ensure the high availability and smooth running of
business processes. For more information, see the SAP Solution Manager section.
With Solution Manager Diagnostics, this knowledge has been extended to Java applications. If
there are problems with the performance of iViews in SAP Enterprise Portal, or if homegrown Java
applications cause instability, Solution Manager Diagnostics helps trace the cause to eradicate the
problem rapidly. Solution Manager Diagnostics is fully integrated into SAP Solution Manager 4.0.
Solution Manager Diagnostics also contains two third-party tools, WilyTech Introscope for measuring
performance, as well as troubleshooting problems of the J2EE Engine and applications running on it,
and Mercury Loadrunner, which enables SAP Support to produce a defined load in the SAP solution
landscape remotely. For more information, see the Solution Manager Diagnostics section.
The support infrastructure provides SAP Support with safe access to your productive landscape for
safe root cause analysis, soensuring that SAP Support does not change your landscape inadvertently.
You require a support infrastructure to run SAP NetWeaver.
The following figure shows the overall infrastructure, including SAP NetWeaver administration tools
that are used by administrators or operators at the customer site.
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Figure 12: Overall Infrastructure
Landscape Aspects
n If you run pure ABAP system landscapes, you have to use SAP Solution Manager as a central
support platform.
n If you use Java productively (for example, if you are using EP, PI, Web Dynpro or SAP ESS/MSS as
part of mySAP ERP 2005), besides SAP Solution Manager, you have to set up Solution Manager
Diagnostics for supportability reasons.
Implementation Sequence
Note
The mass shipment of SAP Solution Manager 4.0 is planned for the first quarter of 2006.
If you want to use SAP Solution Manager or Solution Manager Diagnostics before, you can
temporarily install an SAP Solution Manager 3.2 system that is based on SAP Web AS 6.20 and a
standard SAP Web AS ABAP+Java system on which you deploy Solution Manager Diagnostics based
on SAP NetWeaver 04.
The following table shows an overview of the required implementation steps:
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Action
No. [Corresponding Documentation] Remarks and Subsequent Steps
1 Install SAP Solution Manager 4.0 (includes
Solution Manager Diagnostics)
[Master Guide SAP Solution Manager
available on SAP Service Marketplace at
http://service.sap.com/instguides SAP
Components SAP Solution Manager Release 4.0 ]
2 Install SAP agent package on each SAP The SAP agent package delivers data to the
NetWeaver component host central monitoring system.
[Installation guide on Support toolset CD]
3 If required, make sure that you have a System
Landscape Directory [page 103] running in your
system landscape.
4 If required, install Wily Introscope from the
Wily Introscope CD.
5 If you have installed Wily Introscope,
install Wily Agent on each SAP NetWeaver
component host that runs AS Java.
6 If required, install Mercury Load Generator
from the Mercury Interactive CD.
7 Configure SAP Solution Manager and Solution Solution definitions in SAP Solution Manager
Manager Diagnostics. are a prerequisite for the configuration of
Solution Manager Diagnostics.
8 Perform the supportability setup.
[Supportability Setup Guide Solution Manager
Diagnostics]
4.6.1.2 Central Administration and Monitoring of SAP

NetWeaver
While the support infrastructure is focused on the support role, which guarantees remote accessibility
and safe root cause analysis without making any changes, the focus of the central administration and
monitoring infrastructure is to efficiently support daily tasks of customer administrators such as
monitoring, starting and stopping applications or instances, automation, and configuration.
These daily tasks are currently safeguarded by several features and services:
n SAP NetWeaver Administrator for central administration and monitoring
n Job scheduling capabilities of SAP NetWeaver that enable central job scheduling and job
monitoring of current and old releases of AS ABAP systems. Jobs and job chains can now be
handled conveniently in a graphical UI. For more information about job scheduling, see SAP
Service Marketplace at http://service.sap.com/job-scheduling.
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n System Management
For most customers, it is essential to analyze SAP NetWeaver with respect to service level
agreements. In the past, this has been done using expensive third party tools. Now customers
can collect landscape-wide monitoring information centrally and forward this information to
SAP Business Intelligence for powerful history or forecast analysis. Results can be presented
in a convenient Web-based format.
Moreover, with the next release of SAP NetWeaver, highly detailed statistics information from all
parts of the landscape is forwarded to SAP Business Intelligence. This offers detailed drill-down
opportunities in case of low system performance. For more information, see SAP Service
Marketplace at http://service.sap.com/systemmanagement.
n History and forecast analysis using CCMS, together with the powerful reporting engine of SAP
Business Intelligence
CCMS is included in SAP NetWeaver systems with usage type AS ABAP. CCMS provides alert
monitoring of both Java and ABAP parts, performance history, and performance statistics.
n On the back-end, the well known CCMS agents are used for data provisioning. There is no need to
touch the productive components directly. For more information about the CCMS agents, see
SAP Service Marketplace at http://service.sap.com/~sapidb/011000358700003240702001E.
n SAP NetWeaver enables adaptive computing, in which hardware, software, and system services
are able to adapt to changing business needs. SAP NetWeaver provides the platform for users
to run any service anytime on any server, and it provides a central point of control for flexible
computing-resource assignment, the Adaptive Computing Controller, which is a shared service.
The Adaptive Computing Controller enables users to control the whole landscape from a single
point through observation, operation, and dynamic resource distribution. The runtime data of
logical and physical landscapes can be monitored, application services can be started, stopped, and
relocated, and hardware resources can be assigned to application services. The operation can also
be mass executed and be planned as tasks to be executed.
For more information about the installation of the Adaptive Computing Controller, see the
SAP NetWeaver Operations IT scenario.
For more information about Adaptive Computing in general, see SAP Service Marketplace at
http://service.sap.com/adaptive.
n System Landscape Directory as a complete landscape directory
Landscape Aspects
n If you run pure ABAP system landscapes, you can use SAP Solution Manager or the Alert
Monitor for central monitoring. There is no need to implement System Landscape Directory for
administration and monitoring purposes in this case.
n If you use Java productively (for example, if you are using EP, PI, Web Dynpro or SAP ESS/MSS as
part of mySAP ERP 2005), besides SAP Solution Manager, we recommend that you also set up SAP
NetWeaver Administrator for optimal monitoring and administration and support. If required,
you can also install Job Scheduler on the central administration and monitoring host.
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Depending on your system landscape, the other features of central administration and monitoring
listed above are part of your productive business processes. SAP recommends that you centralize
these SAP NetWeaver administration tools on a central administration and monitoring system
(that is, a dedicated SAP NetWeaver 2004s system with usage types AS ABAP, AS Java, and EP). The
system should run on a host where no business processes are running. This system has to be
ranked productive with respect to system backup, availability, security, and so on.
If required, you can also install Job Scheduler on the central administration and monitoring host.
If you do not have a System Landscape Directory in your system landscape yet, you can run a
central System Landscape Directory in the SAP NetWeaver Administrator system.
If you already have a production System Landscape Directory (for example, for SAP NetWeaver
Exchange Infrastructure), we recommend that you run a separate System Landscape Directory for
administration and monitoring. For this, configure an additional System Landscape Directory on
the SAP NetWeaver Administrator system and synchronize the data of both the central and the
administration and monitoring System Landscape Directories consecutively.
n If you want to perform adaptive computing with SAP NetWeaver 2004s, Adaptive Computing
Controller 1.0 from SAP NetWeaver 04 is used, which is running on an SAP Web AS Java 6.40.
SAP NetWeaver administration tools and their implementation are covered by the SAP NetWeaver
Operations IT scenario.
4.6.1.3 Collection of Landscape Data and Central Planning

of Software Life-Cycle Tasks
The support infrastructure and the SAP NetWeaver administration tools rely on system landscape
data. Concerning the management of this landscape data, we need to distinguish two cases:
1. If the landscape consists of ABAP components only, SAP Solution Manager can collect all required
landscape data. There is no need to implement System Landscape Directory for the collection of
landscape data in this case.
2. If there are non-ABAP components in the solution landscape, System Landscape Directory is
mandatory. The landscape data that is automatically gathered by System Landscape Directory is
replicated to SAP Solution Manager.
System Landscape Directory has several topology options. They offer different grades of availability
at the expense of low administration and operation effort. As a result, there is no generic rule for
how to set up SLD in your system landscape.
For more information, see the System Landscape Directory section.
In a system where the System Landscape Directory is configured, you can optionally use Software
Lifecycle Manager to plan software lifecycle tasks (such as the realization of SAP NetWeaver IT
scenarios in your system landscape). Software Lifecycle Manager is included in SAP NetWeaver 2004s
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systems with usage type AS Java no further configuration is required to bring Software Lifecycle
Manager into operation on such a system with configured System Landscape Directory. For more
information, see the Software Lifecycle Manager section.
4.6.1.4 Authentication and Single Sign-On
Before implementing your system landscape, plan how to implement authentication and how to
integrate different systems into a Single Sign-On landscape. Single Sign-On reduces complexity
for end users, saving them valuable time, while also reducing administration effort for resetting
passwords, thereby contributing to TCO reduction.
After logging on to the portal where authentication takes place, all systems in the landscape no
matter if they are based on AS ABAP, AS Java, or both can be accessed.
For more information, see the Authentication and Single Sign-On IT scenario.
4.6.1.5 Integrated User and Access Management
In a system landscape containing a combination of ABAP and Java components, we recommend

that you integrate your user and access management so that you can use the same user data
across different systems, administrate this data centrally, and control access to data. SAP's mature,
fine-grained authorization concept allows detailed control of access rights. SAP NetWeaver provides
both ABAP and Java-based user management solutions. The user management solution that you use
to administrate your user data depends on factors such as the type of systems that are running in
your landscape.
If you want to use central user administration, we recommend that you run it in a non-production
system. If you do not have a central user administration yet, you can, for example, realize it in the SAP
Solution Manager system or the central administration and monitoring system.
For more information, see the Integrated User and Access Management IT scenario.
4.6.2 Examples for the Overall System Landscape of Shared

Services
In this section, we provide examples of how shared services can be set up depending on the system
landscape they are intended for. The following examples aggregate the landscape aspects given in
the Use Cases section.
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Note
The following sections and figures mostly do not show information about the life-cycle of shared
services. For example, you may also need a development and test/quality assurance system for SAP
Solution Manager. You should consider this aspect in addition to the information given in this
section based on your requirements.
Pure ABAP Landscape

If you run a pure ABAP system landscape, you have to use SAP Solution Manager as the central
monitoring and support platform. Monitoring can be accomplished by the Alert Monitor
(transaction RZ20) or SAP Solution Manager. Optionally, you can use the SAP Solution Manager
system for central user administration. You do not need to use System Landscape Directory. The
following figure shows an ABAP-only landscape with SAP Solution Manager.
Figure 13: ABAP-Only Landscape with SAP Solution Manager
Small Customer Landscapes with Java

If you use Java productively (for example, if you are using EP, PI, Web Dynpro or SAP ESS/MSS as part
of mySAP ERP 2005), besides SAP Solution Manager, you have to set up additional components for
optimal monitoring, administration, and support. Solution Manager Diagnostics is already fully
integrated into SAP Solution Manager 4.0 as a central hub for the support role. SAP recommends that
you also set up SAP NetWeaver Administrator as central hub for administrators.
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In the case of very small landscapes or test landscapes, you can activate SAP NetWeaver Administrator
in a production business system with usage types AS ABAP, AS Java, and EP. If required, you can also
install Job Scheduler on the corresponding host.
In the administration and monitoring system, you should set up a System Landscape Directory. A
gateway is required for the ABAP data suppliers of the System Landscape Directory. You can use the
corresponding gateway of AS ABAP of the administration and monitoring system for this.
In the system where the System Landscape Directory runs, you can optionally use Software Lifecycle
Manager.
Optionally, you can use the SAP Solution Manager system for the central user administration.
The following figure shows the option where SAP Solution Manager and SAP NetWeaver
Administrator are installed in one system:
Figure 14: SAP Solution Manager and SAP NetWeaver Administrator in One System
The following figure shows the option where SAP NetWeaver Administrator is activated in a
production business system, whereas SAP Solution Manager runs on a separate system - for this
option, also see the Minimal System Landscape section that shows the overall minimal system landscape of
SAP NetWeaver 2004s:
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Figure 15: SAP Solution Manager and SAP NetWeaver Administrator in Separate Systems
Medium/Large Customer Landscapes with Java

For medium and large customer landscapes, you can install a central SAP Solution Manager 4.0
system and a central administration and monitoring system. Solution Manager Diagnostics is already
fully integrated into SAP Solution Manager 4.0 as a central hub for the support role. If required, you
can also install Job Scheduler on the central administration and monitoring host.
In the central administration and monitoring system, you can set up the central System Landscape
Directory. If you already have a central System Landscape Directory in place, we recommend that
you install an additional System Landscape Directory for administration purposes in the central
administration and monitoring system only if the existing System Landscape Directory is running in
a non-production system.
In a system where the System Landscape Directory runs, you can opt to use Software Lifecycle
Manager.
A gateway is required for the ABAP data suppliers of the System Landscape Directory. The
corresponding gateway of AS ABAP of the central administration and monitoring system can be
used for this.
You could opt to use the SAP Solution Manager system or the central administration and monitoring
system for the central user administration.
The following figure shows an appropriate landscape.
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Figure 16: Medium/Large Customer Landscapes with Java
Large Customer Landscapes with Java and Special Requirements

Large customers who have environments in their landscape that are distributed, administrated by
different groups, or separated for security reasons, can consider a dedicated administration and
monitoring system for one, several, or all of their environments.
In this case, two central systems can be used, one for SAP Solution Manager and Solution Manager
Diagnostics (included in SAP Solution Manager 4.0), and one for a central System Landscape Directory
and Software Lifecycle Manager. The gateway of the AS ABAP part of SAP Solution Manager can be
used for System Landscape Directory.
In addition, an administration and monitoring system comprising SAP NetWeaver Administrator
and Alert Monitor can be set up in every environment. On the same host, Job Scheduler can be
installed if required.
Since the central System Landscape Directory should either run in the production environment
(either in the production administration and monitoring system only possible if the production
environment is not separated for security reasons from the other environments or as a separate
system) or classified as productive (with respect to system backups, availability, security, and so on),
local System Landscape Directories would not be required in terms of availability. You can use server
groups defined in System Landscape Directory to create views in SAP NetWeaver Administrator
that only comprise local systems. By creating different users, you can restrict permissions so
that administration teams of an environment are not able to administrate systems of another
environment. Nevertheless, you may require local System Landscape Directories. If you have
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separated your production environment from the other environments, you require a local System
Landscape Directory, at least for your production environment.
In a system where the System Landscape Directory runs, you can opt to use Software Lifecycle
Manager.
With this setup, the administration group for every environment would have their own set of
tools. So the single environments are separated, and usability, availability, and performance of the
local tools is improved.
You could opt to use the SAP Solution Manager system for central user administration.
The following figure shows a with central SAP Solution Manager, central System Landscape Directory
and local administration and monitoring systems for every environment:
Figure 17: Local Administration and Monitoring Systems
A mix of this example and the example for medium/large customer landscapes makes sense if only a
dedicated administration and monitoring system is required for one environment, whereas the other
environments can use a central administration and monitoring system.
The following figure shows a landscape where the production environment is separated for
example, for security reasons from the other environments:
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Figure 18: Production Environment Separated
In such a landscape, you can opt to use the SAP Solution Manager system or the administration and
monitoring system for the central user administration. Of course, you can further broaden this
option, for example, by adding a second separated environment used for sandbox systems or a proof
of concept environment that also has dedicated SAP Solution Manager and local administration and
monitoring systems.
4.6.3 Feature Details

This section provides further information about the features described above.
4.6.3.1 SAP Solution Manager
SAP provides you with SAP Solution Manager as the strategic application management platform
and to enable the collaboration between you and SAP. You need to install at least one productive
SAP Solution Manager in your system landscape. To ensure the availability of this application
management platform an SAP Solution Manager system (minimum release 3.2 SP8) is technically
required to install or upgrade to SAP NetWeaver 2004s. If you are already using an SAP Solution
Manager, you can also use it to manage the solution you build with SAP NetWeaver. In this case, it is
highly recommended that you update SAP Solution Manager to the latest version.
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Note
During the SAP NetWeaver 2004s installation or upgrade process, you are prompted to enter the SAP
Solution Manager key. An SAP Solution Manager system is required to generate this key. Without
this key, the installation or upgrade process cannot continue.
You may generate all needed keys for your entire system landscape (development, quality assurance,
and production system) in one SAP Solution Manager system. In case you plan to install several
solution landscapes, (for example, in different countries) one SAP Solution Manager system is still
sufficient.
For more information, see SAP Note 805390.
It is possible to install multiple SAP Solution Managers. If you do so, they should host separate
business solutions.
If you want to reduce the risk of unavailability, you should not install SAP Solution Manager as a
central component. Instead, you can operate a two-system landscape with both a test and production
environment of SAP Solution Manager (especially if you are using time critical functions like Support
Desk). If you also develop your own content, a three-system landscape with a development, test,
and production environment is recommended.
For more information about SAP Solution Manager, see the following table:
Topic Where to Find More Information
System infrastructure, scenarios, installation and Master Guide SAP Solution Manager avail-
configuration of SAP Solution Manager able on SAP Service Marketplace at
http://service.sap.com/instguides SAP
Components SAP Solution Manager Installation Guides
Benefits and usage scenarios SAP Solution Manager Learning Maps
available on SAP Service Marketplace at
http://service.sap.com/rkt-solman or
http://service.sap.com/solutionmanager
Additional information See SAP Service Marketplace at

http://service.sap.com/solutionmanager
4.6.3.2 Solution Manager Diagnostics
Solution Manager Diagnostics provides efficient and safe root-cause analysis of incidents in customer
solutions powered by SAP NetWeaver. It can help monitor on operating systems, databases, Java
application activities, performance, and logs. It also supports the reporting of software and
configuration changes that can lead to malfunctions and errors.
You must run one Solution Manager Diagnostics within your SAP solution landscape if you run
applications based on SAP NetWeaver systems with usage type AS Java. Agents are responsible for
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delivering the data from all productive hosts within your system landscape to the Solution Manager
Diagnostics system.
Caution
SAP Support performs root-cause analysis on incoming incidents with Solution Manager
Diagnostics. Not installing and configuring this support infrastructure results in a dramatically
reduced service level.
Solution Manager Diagnostics is fully integrated into SAP Solution Manager 4.0.
Note
The mass shipment of SAP Solution Manager 4.0 is planned for the first quarter of 2006.
If you want to use SAP Solution Manager or Solution Manager Diagnostics earlier than this, you
can temporarily install an SAP Solution Manager 3.2 system that is based on SAP Web AS 6.20 and a
standard SAP Web AS ABAP+Java system based on SAP NetWeaver 04, in which you deploy Solution
Manager Diagnostics.
Solution Manager Diagnostics also contains two third-party tools:

n WilyTech Introscope (Display, Server, and Agent part)
For measuring performance as well as to troubleshoot problems of the J2EE Engine and
applications running on it.
n Mercury Loadrunner (Load Generator)
Allows SAP Support to produce defined load in the SAP solution landscape remotely. SAP
GoingLive Check for SAP Enterprise Portal incorporates a remote load test, which optimizes three
of a companys most important user scenarios.
SAP has signed a distribution agreement for these two third party tools. Since this is not an OEM
agreement, the customer can only use these third party tools for own purposes with an additional
license agreement.
Note
WilyTech Introscope is not released for all operating systems. For more information, see
http://www.wilytech.com
For more information about Solution Manager Diagnostics and an FAQ list, see SAP Service
Marketplace at http://service.sap.com/diagnostics .
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Figure 19: Solution Manager Diagnostics
4.6.3.3 SAP NetWeaver Administrator
SAP NetWeaver Administrator is a brand new solution for monitoring and administering Java systems
and their applications. To run it, you require an SAP NetWeaver system with usage types EP and AS
Java. SAP aims to integrate all locally acting administration tools like Visual Administrator into SAP
NetWeaver Administrator one by one. In the end, you will only need SAP NetWeaver Administrator
for all your administration tasks. The first versions do not contain the full range of functions, so do
not yet replace the old tools completely.
SAP NetWeaver Administrators key characteristics are as follows:
n Monitoring and administration functionality in a new Web Dynpro UI
n Runs with zero footprints in a Web browser
n Fits either a single SAP NetWeaver system or a SAP NetWeaver system landscape perfectly
n Combines ABAP and Java monitoring data in a single screen
n Combines overview information such as component availability with detailed monitoring data
n Contains a central log viewer
n Offers standards-based (JMX) remote administration functionality such as starting and stopping
Java applications
For more information, see SAP Service Marketplace at http://service.sap.com/nwa.
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4.6.3.4 System Landscape Directory
Todays system landscapes consist of multiple distributed software components with different
platform dependencies, different interfaces, and different requirements placed on installation and
change management. An overall concept is required that facilitates the implementation, upgrade,
and maintenance of your system landscapes including the SAP NetWeaver system landscape you
are installing. This is where the System Landscape Directory (from now on abbreviated as SLD)
comes into play.
Note
Note that the abbreviation SLD is not intended to define a product, since the System Landscape
Directory is part of SAP NetWeaver. This abbreviation is solely intended to improve readability.
The System Landscape Directory is the central directory of system landscape information relevant
for the management of your software lifecycle. It contains a description of your system landscape
(that is, software components that are currently installed) and a repository of software components
that can theoretically be installed in your landscape (such as the software components available from
SAP). Since this data gets updated automatically, System Landscape Directory provides reliable and
up-to-date system landscape information with as little effort for you as possible. In this way, the
System Landscape Directory acts as a central information provider for SAP and third-party tools that
use this data to deliver the services you need to keep your landscape up and running.
If there are non-ABAP components in the solution landscape, the System Landscape Directory
is mandatory. If your system landscape consists of ABAP components only, there is no need to
implement the System Landscape Directory since SAP Solution Manager can collect all required
landscape information.
The System Landscape Directory is part of SAP NetWeaver 2004s. It is automatically included in every
SAP NetWeaver 2004s system with usage type AS Java. To start operating the System Landscape
Directory server, you only have to perform some quick and easy configuration actions.
We recommend that you use a DNS alias so that you are able to switch to another System Landscape
Directory easily. For example, if customers build a new landscape, they normally start with a
sandbox environment. Over time, more and more environments are set up. Once the production
environment is in place, move System Landscape Directory there. To do this, you can configure a new
System Landscape Directory in the production environment, synchronize it manually with the old
System Landscape Directory (export/import), and switch to the new one.
We strongly recommend that System Landscape Directory has the highest release of SAP NetWeaver
in your system landscape. If you are using SAP NetWeaver 2004s components in your system
landscape, we recommend that you use a System Landscape Directory running on SAP NetWeaver
2004s or higher.
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Note
The installation process of SAP NetWeaver 2004s is compatible with old System Landscape Directory
versions. After the installation, you can migrate the System Landscape Directory data to an SAP
NetWeaver 2004s System Landscape Directory.
Topology
SLD offers several topology options with different grades of availability at the expense of low
administration and operation effort. There is no generic rule, therefore, on how to set up SLD in
your system landscape.
This section is intended to help you find the SLD topology that fits your requirements concerning the
availability of SLD (and hence, the availability of the applications that rely on SLD).
Note
n Special considerations may be required if you want to install SAP NetWeaver in a system landscape
where you use SAP Exchange Infrastructure 2.0, since this release contains a previous version
of the System Landscape Directory.
n For more information, see the documentation Planning Guide System Landscape Directory available
on SAP Service Marketplace at http://service.sap.com/sld.
Topology Options
n Single System Landscape Directory

With this option, you have a single System Landscape Directory server that acts as a central
information provider for the enterprise system landscape. All systems in your system landscape,
including all sub networks, share a single System Landscape Directory server.
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Figure 20: Single System Landscape Directory
The advantages of using a single System Landscape Directory server for the entire system landscape
are consistent data, easier administration, and lower operating expense.
Nevertheless, you may need to run multiple System Landscape Directories, for example, if you
want to distribute System Landscape Directories across different geographic locations or if you
require an additional System Landscape Directory server dedicated to a particular group of systems
(such as a production environment).
You may also need several System Landscape Directories if you have high requirements concerning
availability.
n Multiple System Landscape Directories with automatic forwarding
If you need to run multiple System Landscape Directories that only contain landscape data (that
is, data reported by System Landscape Directory data suppliers, and not data such as the data for
SAP NetWeaver Process Integration, data entered manually into System Landscape Directory,
component data, or name reservation data), you can use the automatic forwarding function
offered by System Landscape Directory. By building up hierarchies, you can also opt to create
System Landscape Directories with different views of your landscape.
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Figure 21: Multiple System Landscape Directories with Automatic Forwarding
If you have System Landscape Directories with different releases or patch levels in your system
landscape, automatic forwarding will still work as long as you have imported the same model data
(downloaded from SAP Service Marketplace for more information, see SAP Note 669669) in
these System Landscape Directories.
So with automatic forwarding, you get the flexibility to run several System Landscape Directories
in your system landscape without too much manual effort.
As only landscape data gets forwarded automatically, this approach will not suit all requirements.
Also, you will have to perform the manual update of the component information available from
SAP Service Marketplace for every single System Landscape Directory.
n Several System Landscape Directories with export/import
If you need to run several System Landscape Directories and if these System Landscape Directories
also have to contain a consistent view of non-landscape data, you can use the export/import
function offered by System Landscape Directory to manually synchronize them.
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Figure 22: Several System Landscape Directories with Export/Import
If you have System Landscape Directories with different releases or patch levels in your system
landscape, automatic forwarding will still work as long as you have imported the same model data
(downloaded from SAP Service Marketplace for more information, see SAP Note 669669) in
these System Landscape Directories.
This option provides best flexibility while it may require considerable operation effort. Therefore,
it is only recommended if you have corresponding requirements (for example, concerning
availability) or if you only have a small amount of manual changes of your System Landscape
Directory data that has to be transported manually.
Reasons to Have Several System Landscape Directories

There may be several reasons to have more than one System Landscape Directory. For example, if you
have geographically distributed locations with local administration groups that want to see only their
local systems in the System Landscape Directory.
Furthermore, several System Landscape Directories may be required if you want to isolate your
production environment. By having a System Landscape Directory dedicated for your production
systems, you make sure that these systems are not visible from your development or test environment.
An important reason to have several System Landscape Directories is to provide improved availability
of the information stored in System Landscape Directory. This information could be essential for
applications running in your production landscape. The following list shows examples of SAP
NetWeaver applications for which the availability of System Landscape Directory can be critical:
n For SAP NetWeaver Process Integration, the availability of a System Landscape Directory is required
when SAP NetWeaver Process Integration is restarted, at the very least. As used caches System
Landscape Directory may be invalidated manually, System Landscape Directory may also be critical
during the runtime of SAP NetWeaver Process Integration.
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n For Web Dynpro for Java, System Landscape Directory is critical during runtime for adaptive
RFC calls.
n SAP NetWeaver Administrator requires System Landscape Directory for remote monitoring
functions. If System Landscape Directory is unavailable, no central administration of systems
is possible.
n Adaptive Computing Controller requires System Landscape Directory for its operation (that is, to
start, stop, and change resources). If System Landscape Directory is unavailable, only monitoring
functions of Adaptive Computing Controller are available.
Recommendations
Note
If you have separate environments (for example, as you separated your production environment
from your development and test environment), be aware that the following recommendations
should be considered for every separate environment.
n If possible, we recommend that you use one System Landscape Directory server.
l If you do not run applications that rely critically on the availability of System Landscape
Directory (see list above) and that are critical for you, we recommend that you use one
System Landscape Directory. You can run this System Landscape Directory in the central
administration and monitoring system (that is, the SAP NetWeaver Administrator system), on
an application system, or on a dedicated system.
l If you use exactly one application that critically relies on the availability of System Landscape
Directory (see list above) and that is critical for you, we recommend that you run at least your
production SLD in the system together with this critical function.
n If you use more than one application that relies critically on the availability of System Landscape
Directory (see list above) and that is critical for you, we recommend that you have one dedicated
master SLD and additional System Landscape Directories running in the application systems
critical for you and that rely critically on the availability of System Landscape Directory (see
list above).
To keep your System Landscape Directories synchronized, you may have to perform manual
exports/imports as described in the Topology Options section above. This approach provides
good availability although it may require considerable operational effort. Therefore, it is only
recommended if you have high requirements concerning availability or if you only want to make a
few manual changes of your System Landscape Directory data that has to be transported manually.
The following figure shows a flow diagram that gives a recommendation according to your use case.
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Figure 23: Recommendations According to Use Cases
Perform the following steps:
Action
No. [Corresponding Documentation] Remarks and Subsequent Steps
1 If required, install the standalone engine For the data exchange between the data
gateway on the System Landscape Directory suppliers of ABAP-based systems and the
host. System Landscape Directory, a gateway is
required since the data is exchanged using RFC.
2 Configure the System Landscape Directory n For SAP NetWeaver 2004s, the installation
in the system where you want to run System procedure offers an option to configure the
Landscape Directory. System Landscape Directory automatically
[Post-Installation Guide System Landscape Directory] during the installation.
n If you want to run the System Landscape
Directory in a separate system, install an
SAP NetWeaver 2004s system with usage
type AS Java according to the Installation
Guide SAP Netweaver 2004s <Technology> on
<Operating System>: <Database>.
3 Download and install the most current SLD
content - updated monthly - available on SAP
Service Marketplace.
[SAP Note 669669]
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4.6.3.5 Software Lifecycle Manager
SAP has developed a new tool called Software Lifecycle Manager (from now on abbreviated as SLM),
which simplifies and eases all software logistics tasks (installation, upgrade, and Support Package
installation) in your system landscape. Software Lifecycle Manager complements SAP Solution
Manager in managing the lifecycle of your SAP solutions and products that run on multiple SAP
components more effectively.
Note
Note that the abbreviation SLM is not intended to define a product, since Software Lifecycle Manager
is part of SAP NetWeaver. This abbreviation is solely intended to improve readability.
Software Lifecycle Manager:

n Offers a graphical overview of the existing system landscape, including installed software
components (with support package information) and realized business scenarios
n Enables you to view details about SAP solutions, products and business scenarios stored in the
System Landscape Directory
n Enables you to view and maintain details about third-party software solutions and business
scenarios stored in the System Landscape Directory
n Guides you through the landscape planning process using planning wizards to realize new
application systems, realize new business scenarios, deploy application components, or update
support packages
n Checks whether planned changes to the system landscape conflict with both planned and the
existing system landscape and suggests possible actions to handle conflicts
n Offers a graphical overview of planned system landscapes
Caution
Be aware that Software Lifecycle Manager does not yet cover all dependencies that are relevant for
planning system landscape changes. As a result, before you perform any software lifecycle tasks you
still have to consult the relevant documentation, such as Master Guides, Upgrade Master Guides,
Support Package Stack Guides, and SAP Notes. You cannot rely on the results of the Software
Lifecycle Manager. SAP shall have no responsibility and disclaims any liability and warranties for any
and all damages and/or problems resulting from your use of the Software Lifecycle Manager not in
accordance with the guidelines above. In all other respects, the end user license terms shall apply.
As a result, Software Lifecycle Manager complements the relevant documentation. It provides

planning functions based on the information of your current system landscape and allows you to
validate planned software life-cycle tasks. For each plan, you get the list of software life-cycle tasks that
are required in your system landscape to realize the plan. The information about required steps and
possible conflicts of a software life-cycle task in your individual system landscape is provided without
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touching your systems. As the list of required changes is automatically updated based on the data from
the System Landscape Directory, you can also use this list to track the realization status of such a plan.
As long as Software Lifecycle Manager does not cover all dependencies, you can use the information
provided by the tool as starting point that should be cross-checked with the standard documentation.
Also, Software Lifecycle Manager provides an easy way to bring the information of your individual
system landscape into the planning and validation process for software life-cycle tasks that you want
to perform or about which you want to learn more.
Software Lifecycle Manager is part of SAP NetWeaver 2004s. It is automatically included in every SAP
NetWeaver 2004s system with usage type AS Java. A prerequisite for Software Lifecycle Manager is a
configured System Landscape Directory in the same system no further configuration is required to
start operating Software Lifecycle Manager on a system with a configured System Landscape Directory.
Note
If you want to use Software Lifecycle Manager to plan a new landscape, you can first install the SAP
NetWeaver 2004s system with usage type AS Java in which Software Lifecycle Manager will run.
Then, you can use Software Lifecycle Manager to plan the implementation of SAP NetWeaver 2004s
systems that will be used for your SAP NetWeaver 2004s IT scenarios.
For more information, see SAP Service Marketplace at http://service.sap.com/slm.
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A Appendix
A Appendix
A.1 List of Documentation
Title Location on SAP Service Marketplace

Cross-Component
Upgrade Master Guide mySAP Customer http://service.sap.com/crm-inst CRM
Relationship Management 2005 Cross-Component
Master Guide SAP NetWeaver 2004s http://service.sap.com/installNW2004s
Technical Infrastructure Guide for SAP NetWeaver 2004s http://service.sap.com/installNW2004s
Solution Management Guide mySAP CRM 5.0 http://service.sap.com/crm-inst CRM

Cross-Component
CRM Core
Installation Guide SAP CRM 5.0 <Technology> on http://service.sap.com/crm-inst CRM Core
<Platform/OS>: <Database>
Installation Guide SAP Frontend http://service.sap.com/crm-inst CRM Core
Development and Extension Guide SAP CRM Java Components http://service.sap.com/crm-inst CRM Core
5.0
CRM Mobile
Installation Guide SAP CRM Mobile Client Component 5.0 http://service.sap.com/crm-inst CRM Mobile
Installation Guide Communication Station http://service.sap.com/crm-inst CRM Mobile
Handheld Integration
Master Guide Mobile Sales for Handheld http://service.sap.com/instguides SAP
Components SAP Solutions for Mobile Business
Master Guide Mobile Sales Online http://service.sap.com/instguides SAP
Components SAP Solutions for Mobile Business
Installation Guide Mobile Sales for Handheld 5.0 http://service.sap.com/crm-inst CRM
Handheld
Installation Guide Mobile Sales Online http://service.sap.com/crm-inst CRM
Handheld
Installation Guide SAP NetWeaver 2004s <Technology> on http://service.sap.com/installNW2004s
<Operating System>: <Database>
Installation Guides for CRM Workforce
Deployment
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A Appendix
A.2 List of SAP Notes
Title Location on SAP Service Marketplace

Installation Guide - SAP NetWeaver 2004s liveCache Technology http://service.sap.com/installNW2004s
Installation Guides for Standalone Components

Installation Guide SAP NetWeaver 2004s Search and http://service.sap.com/installNW2004s
Classification (TREX)
Installation Guide SAP CRM Groupware Connector http://service.sap.com/crm-inst
Installation Guide SAP Content Server 6.30 http://service.sap.com/installNW2004s
Installation Guides for Application Systems

Installation Guide SAP ERP Core Component 6.0 http://service.sap.com/instguides mySAP
<Technology> on <Operating System>: <Database> Business Suite Solutions mySAP ERP
Installation Guide SAP SCM Server http://service.sap.com/instguides mySAP
Business Suite Solutions mySAP SCM
SAP Solution Manager
Master Guide SAP Solution Manager http://service.sap.com/instguides SAP
Components SAP Solution Manager <Release>
Central Systems
Supportability Setup Guide Solution Manager Diagnostics http://service.sap.com/instguidesnw2004s
Planning Guide System Landscape Directory http://service.sap.com/sld
Post-Installation Guide System Landscape Directory http://service.sap.com/instguidesnw2004s
A.2 List of SAP Notes
The following table lists all SAP Notes mentioned in this Master Guide.
Area SAP Note Number Title
Cross-component 870329. CRM 5.0 SP01 Release and Information
Note
Cross-commponent 543841 Support Package Release & Information
OLTP-Integration 704564 R/3 Plug-In: PI 2004.1 installation/delta
upgrade)
CRM Mobile 879643 CRM Mobile Client Component .NET
installation prerequisites
CRM Mobile 593417. BackWeb ProactivePortal server, Standard
Edition for SAP
Workforce Deployment 830595 Installation WFMCORE 200
Workforce Deployment 836414 Installing LCAPPS 2005_700
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A Appendix
A.3 Related Information
Area SAP Note Number Title

Business Intelligence 567745 Composite note BW 3.x performance:
DB-specific Settings
Business Intelligence 847019 Installation and Upgrade to BI_CONT 7.02
Business Intelligence 153967 SAP BW Release Strategy
SLD 669669 Updating the SAP Component Repository
Process Integration 836200 SAP NetWeaver 2004s: Importing process
integration content.
IPC 854170 Switching on component "VM Container"
Support Infrastructure 833365 Service Data Download for Enterprise
Portals
A.3 Related Information
The following links will provide you with important information for your CRM implementation
project.
Content Location in SAP Service Marketplace
The latest versions of installation and upgrade guides http://service.sap.com/crm-inst
for mySAP CRM
Sizing of mySAP CRM http://service.sap.com/quicksizer
Information about released platforms and http://service.sap.com/platforms

technology-related topics (for example, maintenance To access the Platform Availablity Matrix directly,
strategies, language support) enter http://service.sap.com/pam
Information about network security http://service.sap.com/securityguide
A.4 List of Industrie Solution Master Guides
The following table lists the Master Guides for the Industry Solutions which use CRM.
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A Appendix
A.5 Accessing the SAP Library
Title Location
SAP for Automotive - Business Suite 2005 http:///instguides Industry Solutions Industry
SAP for Chemicals - Business Suite 2005 Solution Master Guides
SAP for Consumer Products - Business Suite 2005

SAP for High Tech - Business Suite 2005
SAP for Industrial Machinery and Components -
Business Suite 2005
SAP for Life Science - Business Suite 2005
SAP Service and Asset Management - Business Suite
2005
SAP for Retail - Business Suite 2005
SAP for Telecommunications 2005
SAP for Utilities 2005
SAP for Banking 2005
SAP for Media 2005
A.5 Accessing the SAP Library
For more information about mySAP CRM, access the SAP Library from any of the following:
n SAP Help Portal at http://help.sap.com Documentation mySAP Business Suite mySAP Customer
Relationship Managment
Note
The SAP Help Portal contains the latest version of the SAP Library. Therefore, we recommend
that you use this channel to access the SAP Library.
n An SAP system if you have installed the online documentation:

Choose Help SAP Library .
n The help files on the online documentation CDs or DVDs.
If you want to view the help files in HTMLHelp format from the online documentation CDs or
DVDs, you need a PC running Microsoft Windows to install the HTMLHelp Viewer.
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B Reference
B Reference
B.1 The Main SAP Documentation Types

The following is an overview of the most important documentation types that you need in the
various phases in the life cycle of SAP software.
Figure 24: Documentation Types in the Software Life Cycle
Cross-Phase Documentation
SAPterm is SAPs terminology database. It contains SAP-specific vocabulary in over 30 labout
anguages, as well as many glossary entries in English and German.
n Target group:
l Relevant for all target groups
n Current version:
l On SAP Help Portal at http://help.sap.com Additional Information Glossary (direct access)
or Terminology (as terminology CD)
l In the SAP system in transaction STERM
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SAP Library is a collection of documentation for SAP software covering functions and processes.
n Target group:
l Consultants
l System administrators
l Project teams for implementations or upgrades
n Current version:
l On SAP Help Portal at http://help.sap.com (also available as documentation DVD)
The security guide describes the settings for a medium security level and offers suggestions for
raising security levels. A collective security guide is available for SAP NetWeaver. This document
contains general guidelines and suggestions. SAP applications have a security guide of their own.
n Target group:
l Technology consultants
l Solution consultants
n Current version:
l On SAP Service Marketplace at http://service.sap.com/securityguide
Implementation
The master guide is the starting point for implementing an SAP solution. It lists the required
installable units for each business or IT scenario. It provides scenario-specific descriptions of
preparation, execution, and follow-up of an implementation. It also provides references to other
documents, such as installation guides, the technical infrastructure guide and SAP Notes.
n Target group:
l Project teams for implementations
n Current version:
l On SAP Service Marketplace at http://service.sap.com/instguides
The installation guide describes the technical implementation of an installable unit, taking
into account the combinations of operating systems and databases. It does not describe any
business-related configuration.
n Target group:
n Current version:
Configuration Documentation in SAP Solution ManagerSAP Solution Manager is a life-cycle
platform. One of its main functions is the configuration of business and IT scenarios. It contains IMG
activities, transactions, and so on, as well as documentation.
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B Reference
n Target group:
n Current version:
l In SAP Solution Manager
The Implementation Guide (IMG) is a tool for configuring a single SAP system. The IMG activities
and their documentation are structured from a functional perspective. (In order to configure a
whole system landscape from a process-oriented perspective, SAP Solution Manager, which refers to
the relevant IMG activities in the individual SAP systems, is used.)
n Target group:
l Project teams for implementations or upgrades
n Current version:
l In the SAP menu of the SAP system under Tools Customizing IMG
Production Operation
The technical operations manual is the starting point for operating a system that runs on SAP
NetWeaver, and precedes the solution operations guide. The manual refers users to the tools and
documentation that are needed to carry out various tasks, such as monitoring, backup/restore,
master data maintenance, transports, and tests.
n Target group:
n Current version:
The solution operations guide is used for operating an SAP application once all tasks in the
technical operations manual have been completed. It refers users to the tools and documentation
that are needed to carry out the various operations-related tasks.
n Target group:
n Current version:
Upgrade
The upgrade master guide is the starting point for upgrading the business and IT scenarios of an
SAP solution. It provides scenario-specific descriptions of preparation, execution, and follow-up of an
upgrade. It also refers to other documents, such as the upgrade guides and SAP Notes.
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B Reference
n Target group:
l Project teams for upgrades
n Current version:
The upgrade guide describes the technical upgrade of an installable unit, taking into account
the combinations of operating systems and databases. It does not describe any business-related
configuration.
n Target group:
n Current version:
Release notes are documents that contain short descriptions of new features or changes in SAP
NetWeaver or an SAP application since the previous release. Release notes about ABAP developments
enable the SAP system to generate delta and upgrade IMGs.
n Target group:
l Consultants
n Current version:
l On SAP Service Marketplace at http://service.sap.com/releasenotes
l In the SAP menu of the SAP system under Help Release Notes (only ABAP developments)
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SAP AG
Dietmar-Hopp-Allee 16
69190 Walldorf
Germany
T +49/18 05/34 34 34
F +49/18 05/34 34 20
www.sap.com
Copyright 2007 SAP AG. 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.

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PUBLIC

Document version: 1.3 04/13/2007

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1.0 10/24/2005 First version no changes.

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Chapter 1 About this Document . . . . . . . . . . . . . . . . . . . . 9

Chapter 2 mySAP CRM Overview . . . . . . . . . . . . . . . . . . . 11

Chapter 3 mySAP CRM Scenarios . . . . . . . . . . . . . . . . . . . 43

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Chapter 4 Solution-Wide Topics . . . . . . . . . . . . . . . . . . . . 83

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

Chapter B Reference . . . . . . . . . . . . . . . . . . . . . . . . . 117

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1 About this Document

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

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2 mySAP CRM Overview

2.1 Introduction to mySAP CRM

mySAP Customer Relationship Management (mySAP CRM) is a complete multi-channel suite

Figure 1: Overview of mySAP CRM

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2.2 Installable Software Units of mySAP CRM 2005

2.2.1 CRM Core

CRM Server (ABAP) and CRM Java Components

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Figure 2: CRM Core with Java Components

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Figure 3: CRM Core without Java Components

2.2.2 CRM Mobile Client Component

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Figure 4: CRM Mobile System Landscape

Mobile Application Studio

Mobile Application Repository

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Application developers working on individual Mobile Development Workstations establish a

Authorization Management Tool

Central Software Deployment Tool

BackWeb ProactivePortal Server

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MS SQL Server 2000 MSDE

Planogram (Strategix) 5.0

2.2.3 CRM Handheld Integration

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SAP NetWeaver MI consists of a server and a client part.

Figure 5: CRM Handheld Integration

For more information, see:

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For more information, see SAP Service Marketplace at http://service.sap.com/nw-mobile or

2.2.4 Workforce Deployment

Figure 6: Workforce Deployment in CRM

2.2.5 People-Centric User Interface

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Figure 7: People-Centric User Interface

SAP NetWeaver Enterprise Portal (SAP NW EP)

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Mapping of Roles to Scenarios

Role Scenario Comments

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