April 2014
English
Document Version 1.0
Additional Guide to
Implementing the SAP CRM
Service Management
rapid-deployment solution / SAP
Best Practices for Service
Management in CRM V2.703
SAP AG
Dietmar-Hopp-Allee 16 69190 Walldorf
Copyright
© 2014 SAP AG. All rights reserved.
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Contents
1 Purpose... 5
2 Solution Overview ... 6
3 System Setup and Preparation ... 7
3.1 Install SAP CRM ... 7
3.2 SAP Notes... 7
4 Activation of Business Content ... 8
4.1 Getting the Business Content for Activation ... 8
4.1.1 Getting the Solution Scope File ... 8
4.1.2 Getting the Installation Data Files... 9
4.1.3 Getting Pre-defined Sample Content (Templates) ... 9
4.2 Preparatory SAP HANA Related Activities (Optional) ... 9
4.2.1 Installing SAP HANA Studio ... 9
4.2.2 Checking Authorizations in SAP HANA ... 10
4.2.3 Checking Installation of Required SAP HANA Components and Content ... 11
4.3 Activation ... 11
5 Security Aspects ... 12
5.1 General Security Guidelines ... 12
5.2 User Administration and Authentication... 12
5.3 RFC Destinations ... 14
5.4 Roles Management ... 15
6 SAP Solution Manager Template Content ... 17
6.1 Preparation of Logical Components Used in SAP Solution Manager Implementation Project ... 17
7 Known Issues ... 19
Additional Guide to Implementing the SAP CRM
Service Management rapid-deployment solution /
SAP Best Practices for Service Management in
CRM (V2.703)
1 Purpose
This guide provides step by step information you need to implement the SAP Best Practices for the solution package SAP CRM Service Management rapid-deployment solution resp. SAP Best
Practices for Service Management in CRM - using the SAP Solution Builder.
This guide is based on the general Quick Guide to Implementing the SAP Best Practices for Customer Relationship Management 7.03.
You must have read and followed the instructions given in this Quick Guide, which is attached to SAP Note 1958683.
This document does not provide a general overview and explanation of SAP Best Practices. For more information about SAP Best Practices concepts, see the related documentation on http://service.sap.com/solutionpackages and follow the links to the Learning Maps.
2 Solution Overview
Both solution packages
SAP CRM Service Management rapid-deployment solution V2.703 SAP Best Practices for Service Management in CRM V2.703
are based on the same SAP Best Practices content which is based on Enhancement Package 3 for SAP CRM 7.0
provides an accelerated deployment of the required configuration settings supports Service related business processes.
The following list reflects the ‘full’ implementation scope of these solution packages on a high level; still – within an implementation project - the actual implementation scope can be tailored to customer needs.
Customers can choose from the following scope: Service
Service Order Management
Complaints and Returns Management
not available with ‘CRM standalone’ deployment Solution Selling
not available with ‘CRM standalone’ deployment Interaction Center
3 System Setup and Preparation
3.1 Install SAP CRM
Before installing and activating an SAP Best Practices package, the target system landscape must be installed as specified in the Software Requirements document in the SAP Best Practices documentation package.
3.2 SAP
Notes
Additionally, the relevant SAP Notes specified in the SAP Notes Overview List must be implemented (as outlined in the general Quick Guide for SAP Best Practices for CRM 7.03, in section SAP Notes).
If issues become apparent after shipment of this solution package (and hence of this document), SAP notes exist to document how to solve the issues:
Before you start the activation of the related SAP Best Practices scope, check the latest versions of the following SAP notes to obtain the latest content, updates and corrections:
SAP Note # Description Component
1945332 SAP Best Practices for CRM Service Management RDS V2.703
SV-RDS-CRM SV-SMB-AIO-BP 1972325 SAP CRM Service Management rapid-deployment
solution V2.703: Latest Updates
4 Activation of Business Content
The following section describes the activities that must be completed before you can activate the SAP Best Practices in the system supported by SAP Solution Builder.
For more information, see section Activation of Business Content in the general Quick Guide for
SAP Best Practices for CRM 7.03.
Prerequisites
Before you can start activating the business processes in SAP Solution Builder, the following activities need to be completed:
The system landscape has been set up according to the Software Requirements document in the SAP Best Practices documentation package.
The general system settings have been made. For more information, see section
General Client Settings in the general Quick Guide for CRM 7.03.
An activation user has been created and set up for activation. For more information, see section Preparing the System User for Content Activation in the general Quick Guide for
SAP Best Practices for CRM 7.03.
4.1
Getting the Business Content for Activation
Prerequisites
You have created a folder on a mapped network server for downloading the solution scope file (*.xml) and the installation data files (*.txt) as described in the general Quick Guide for SAP Best Practices for CRM 7.03, section Creating an Installation Folder for Content Activation.
Perform the activities Getting the Solution Scope File and Getting the Installation
Data Files on the same day. If you download them at different times, you may
encounter errors due to mismatching.
4.1.1 Getting the Solution Scope File
Use
The technical structure for each solution (scenarios, building blocks, and technical objects) of the SAP Best Practices is managed by a solution scope file.
Procedure
1. To download the solution scope file, first go to SAP Service Marketplace at http://service.sap.com/bp-implcontent.
2. Choose the Solution files link and then the link for EHP3 for SAP CRM 7.0. 3. Download one of the following solution scope .zip files:
SOL_RDS_CRM_SERV_CRM703V2_ERP_BP_CRM713Vy.zip
(SAP Best Practices for CRM RDS V6.703, with ERP Integration)
SOL_RDS_CRM_SERV_CRM703V2_CRM_BP_CRM713Vy.zip
(SAP Best Practices for CRM RDS V6.703, for CRM Standalone)
4.1.2 Getting the Installation Data Files
Use
The installation settings (configuration settings and master data) of the SAP Best Practices are managed by the installation data files.
Procedure
1. To download the installation data files, first go to SAP Service Marketplace at http://service.sap.com/bp-implcontent.
2. Choose the Installation data file sets link and then the link for EHP3 for SAP CRM 7.0. 3. Download the required installation data .zip file(s), for example:
4. INST_FILES_XX_BP_CRM713Vy.zip
Installation data files are language-specific and can be identified via the language indicator in the file name.
For example, in the ZIP file above you can find another ZIP file with ‘EN’ (= English) instead ‘XX’ as part of the file’s name.
y relates to the respective current CRM content add-on version.
Refer to SAP note 1945332 for an up-to-date list of which languages are currently available.
4.1.3
Getting Pre-defined Sample Content (Templates)
SAP also provides some sample content (templates) for objects, for example surveys or mail forms. You can find this sample content as an attachment (BP_CRM_703_samplefiles.zip) to SAP Note 1958683).
You can download these sample files to the local directory you have created in step Creating an
Installation Folder for Content Activation and follow the instructions in the respective configuration
guides to later upload these samples into the SAP CRM system.
Some of these sample files are language-specific. Identify your relevant second language besides English to be used for creating sample master data. Copy all files of this second
language folder to the installation data folder and confirm the file replace screen. For example, if you use German as a second language in your project, then copy the files of the folder marked with *DE*.
For more information on the installation data folder, see Creating an Installation Folder for
Content Activation in the general Quick Guide to Implementing SAP Best Practices for CRM 7.03.
4.2
Preparatory SAP HANA Related Activities
(Optional)
The following sections are only relevant if SAP Best Practices for CRM are planned to be deployed into a SAP CRM system powered by SAP HANA. The execution of these activities is necessary to ensure smooth activation of related SAP Best Practices.
4.2.1 Installing SAP HANA Studio
Use
Refer to the Software Requirements document for the correct SAP HANA Studio version.
Installation of SAP HANA Studio is a prerequisite for the execution of the checks described in the following two chapters.
Procedure
1. Download SAP HANA Studio Installer (SAR file) from the SAP Software Download Center (SWDC) athttps://service.sap.com/swdc to your local machine.
2. Open the downloaded folder and run the HDBSETUP executable file (SAP HANA Database Installation Manager) to install and update the SAP HANA Studio.
3. When prompted, use option Install new SAP HANA Studio to proceed with the installation.
4. Open the SAP HANA Studio from the Microsoft Windows Start menu: Start All Programs SAP HANA SAP HANA Studio.
To work in the SAP HANA database, you need to have a database user who has the privileges (SQL, Analytics) granted directly or indirectly (through roles). The available standard roles are MODELING and MONITORING for performing the basic operations on database objects and to allow read access to data.
4.2.2 Checking Authorizations in SAP HANA
Use
Users need appropriate authorizations for accessing data within SAP HANA database tables. These authorizations enable data selection within
CRM Interactive Reports based on SAP HANA
the SAP HANA accelerated Interaction Center Agent Inbox and the Inbox Work Distribution Dashboard.
Check with the system administrator to grant the below authorizations to the users.
Procedure
Set up the following authorizations in the SAP HANA Database system via SAP HANA Studio: 1. Open the SAP HANA Studio from the Microsoft Windows Start menu: Start All Programs
SAP HANA SAP HANA Studio.
2. In View SAP HANA Systems, open the SYSTEM user by navigating to the path <SAP HANA
System> Security Users SYSTEM.
3. In SQL Privileges tab, choose schema SAP_CRM or equivalent mapped schema.
To check the equivalent mapped schema, go to the Quick Launch tab in HANA Studio, Choose Schema Mapping within the Setup area to find the Physical Schema of the corresponding Authoring Schema SAP_CRM
4. Choose the privilege SELECT with parameter Grantable to others = Yes.
5. Next, open the schema user SAP<SID> by navigating to the path <SAP HANA System>
Security Users SAP<SID>.
6. In SQL Privileges tab, choose schema _SYS_BIC and choose the privilege SELECT with parameter Grantable to others = No.
9. Repeat steps 5-8 for the database user only if the database user is different from the schema user.
Use the transaction DBCO to check the connected database user.
Result
You have set-up respectively verified the necessary authorizations.
4.2.3 Checking Installation of Required SAP HANA Components
and Content
Use
Check that the required SAP HANA components and content are installed in the target system. Depending on scoping decisions that is
SAP HANA Analytics for CRM
SAP HANA CRM IC Inbox Accelerator SAP HANA Duplicate Check.
For details and how-to refer to the Software Requirements document, available via the SAP Best
Practices Documentation Package.
4.3 Activation
You can now start the automatic activation of business processes.
For more information on how to activate your solution, see the general Quick Guide for SAP Best
5 Security Aspects
This section provides an overview of the security-relevant information that applies to the deliverables of this solution package.
5.1 General Security
Guidelines
The Security Guide SAP enhancement package 3 for SAP CRM 7.0 provides an overview of the security-relevant information that applies to SAP CRM.
To access the latest version of this guide, log on to SAP Service Marketplace
(www.service.sap.com/crm-inst). Go to section SAP enhancement package 3 for SAP CRM 7.0
Operate Security Guide.
5.2
User Administration and Authentication
This section provides an overview of the users specifically required for this solution package.
For some technical users the related configuration guides recommend SAP_ALL authorization. This authorization profile will provide full authorization rights. If this is not an option for your project, restrict the rights of the activation user according to your company’s security policy.
Purpose User ID User Type Created In Initial Password Authorization Profile Comment Activation User User ID is defined by your system administrator Dialog (Type A) Creation described in general Quick Guide for CRM 7.03 Password is defined by your system administrator SAP_ALL, or defined by your system administrator see recommendation above
For more information on the activation user, see the general Quick Guide to Implementing the
SAP Best Practices for Customer Relationship Management 7.03 (attached to SAP Note
1958683), sections User Administration and Authentication and Roles Management. For more information on how to restrict authorizations for RFC-users, see the following documentation:
http://scn.sap.com/community/security/blog/2010/12/05/how-to-get-rfc-call-traces-to-build-authorizations-for-srfc-for-free
http://wiki.sdn.sap.com/wiki/display/Snippets/Show+RFC+Workload+Statistic+to+build+auth orizations+for+authorization+object+S_RFC
Purpose User-ID User Type Created in Initial Password Authorization Profile Comment Users in CRM system
RFC User RFCUSER System
(Type B)
C71 welcome SAP_ALL
(see comments above)
For details, see configuration guide chapters Creating
an RFC User (SAP CRM) and
Purpose User-ID User Type Created in Initial Password Authorization Profile Comment RFC User (Clnt.000)
RFCUSER System C71 welcome SAP_ALL
(see comments above)
For details, see configuration guide chapters Creating RFC User in Client 000 (SAP CRM Client 000) and following See SAP Note 338537.
RFC User RFCUSER System C72 welcome SAP_ALL
(see comments above)
For details, see configuration guide chapters Creating
RFC User and
following. See SAP Note 338537. Workflow
User
WF-BATCH System B08 welcome SAP_ALL
(see comments aboe)
For details, see configuration guide chapter Creating
user WF-BATCH for Workflow and
following See SAP Note 1251255.
Mail User MAILADM System C4B welcome S_A.SCON For details, see
configuration guide chapter Checking Mail User ALE Remote User (Rep. Clnt)
ALEREMOTE System C41 welcome
S_BI-WHM_RFC S_BI-WX_RFC
For details, see configuration guide chapter Creating
ALEREMOTE User (REP)
Power User POWER_USER Dialog (Type A)
C04 initial Role:
Z_POWERUSE R-S
For details, see configuration guide chapters Creating
System User and Adapting System User Evaluation User SERV_MAN Dialog (Type A) C08 initial Role: Z_SRV_MGR-M
For details, see configuration guide chapters Creating
System User and Adapting System User Evaluation User SERV_EMPL Dialog (Type A) C08 initial Role: Z_SRV_EMPL-S
For details, see configuration guide chapters Creating
System User and Adapting System User Evaluation User SERV_TECH Dialog (Type A) C08 initial Role: Z_SRV_TECH-S
For details, see configuration guide chapters Creating
System User and Adapting System User Evaluation User IC_MAN Dialog (Type A) C4H initial Role: Z_IC_MGR-M
For details, see configuration guide chapters Creating
Purpose User-ID User Type Created in Initial Password Authorization Profile Comment Evaluation User IC_AGENT_SRV and IC_AGENT_SUP Dialog (Type A) C4S initial Role: Z_ICAGT_SRV-S
For details, see configuration guide chapters Creating
System User and Adapting System User
Users in ERP system
RFC User RFCUSER System
(Type B)
C71 welcome SAP_ALL For details, see
configuration guide chapters Creating
an RFC User (SAP ERP) and following.
See SAP Note 338537. Evaluation User SERV_EMPL Dialog (Type A) C25 initial Role: Z_ERP_SRV_E MPL-S
For details, see configuration guide chapters Creating
System Users (SAP ERP) and
following
You can check the users in transaction SU01.
5.3 RFC
Destinations
This section gives an overview of the RFC destinations required that have been created and used for this package.
RFC Destination Description Connection Type Created in
Logon Data Comment
CRM System Clients <ERP system name>CLNT<client> _A OLTP ERP System for Solution Builder Activation 3 (Connection to ABAP System) C71 User: <Installation User> (ERP)
For more details, see configuration guide chapter
Creating Solution Builder RFC Destination for the ERP System This RFC destination can be deleted after Solution Builder activation <ERP system name>CLNT<client> OLTP ERP System 3 (Connection to ABAP System) C71 User: RFCUSER (ERP)
For more details, see configuration guide chapter Creating RFC Destination for ERP System <CRM system name>CLNT<client> SAP CRM application system 3 (Connection to ABAP System) C71 User: RFCUSER (CRM)
For more details, see configuration guide chapter
RFC Destination Description Connection Type Created in
Logon Data Comment
SAPCRM_MW_RR_ <CRM client> Processing R&R queues – application client L (Logical Destination) C71 User: RFCUSER (CRM)
For more details, see configuration guide chapter Creating RFC Destination for Replication & Realignment (for application Client) SAPCRM_MW_RR_ 000 Processing R&R queues – client 000 L (Logical Destination) C71 User: RFCUSER (CRM)
For more details, see configuration guide chapter Creating RFC Destination for Replication & Realignment (for Client 000) <CRM system name>CLNT<client> _A CRM Interactive Reporting Client for Solution Builder Activation 3 (Connection to ABAP System) C41 User: <Installation User> (CRM)
For more details, see configuration guide chapter Creating Solution Builder RFC Destination for CRM Reporting Client. This RFC destination can be deleted after Solution Builder activation <CRM system name>CLNT<client> CRM Interactive Reporting 3 (Connection to ABAP System) C41 User: Current User
For more details, see configuration guide chapter Creating RFC Connection WORKFLOW_LOCA L_<CRM client> SAP Business Workflow L (Logical) B08 User: WF-BATCH
For more details, see configuration guide chapter
Defining Basic Settings for Workflow
ERP System Client
<SAP CRM System name>CLNT<client> SAP CRM System 3 (Connection to ABAP System) C71 User: RFCUSER (CRM)
For more details, see configuration guide chapter
Connecting SAP CRM (SAP ERP)
and following
You can check the RFC connections in transaction SM59.
5.4 Roles
Management
This section provides an overview of the template roles used for this package.
Customer Role
(copied from SAP Original Role) Description SAP Original Role Package-specific CRM roles (SAP Best Practices for CRM)
Z_A_RDSCRM_CRM SAP Best Practices Activation Authorization Role for RDS CRM (CRM System)
Customer Role
(copied from SAP Original Role) Description SAP Original Role
Z_POWERUSER-S CRM Power User SAP_CBPR_POWERUSER-S
Z_SRV_EMPL-S CRM Service Employee SAP_CBPR_SRV_EMPL-S
Z_SRV_MGR-M CRM Service Manager SAP_CBPR_SRV_MGR-M
Z_SRV_TECH-S CRM Service Technician SAP_CBPR_SRV_TECH-S
Z_IC_MGR-M CRM Interaction Center Manager SAP_CBPR_IC_MGR-M
Z_ICAGT_SRV-S CRM Interaction Center Agent Service SAP_CBPR_ICAGT_SRV-S
Package-specific ERP roles (SAP Best Practices for CRM)
Z_A_RDSCRM_ERP SAP Best Practices Activation Authorization Role for RDS CRM (ERP System)
SAP_NBPR_A_RDSCRM_ERP
Z_BILLING-S1_1 Billing Administrator (CRM Service) SAP_NBPR_ BILLING-S1_1 Z_WAREHOUSECLERK-S1_1 Warehouse Clerk (CRM Service) SAP_NBPR_
WAREHOUSECLERK-S1_1
SAP CRM standard roles
Z_CRM_UIU_FRAMEWORK CRM Role for UIU Framework SAP_CRM_UIU_FRAMEWORK Z_CRM_OR_ADMIN CRM Interactive Reporting
Administrator Role
SAP_CRM_OR_ADMIN
Z_CRM_OR_USER CRM Interactive Reporting User Role SAP_CRM_OR_USER Z_PCC_ERMS_ADMIN E-Mail Response Management
System Administrator
SAP_PCC_ERMS_ADMIN
The CRM package-specific authorization roles are delivered via the SAP Best
Practices for CRM content add-on BP-CRM 713v<versionnumber> (see SAP note
1976584 for latest version). To be able to copy the package-specific roles to your system, you must have installed the content add-on, even if you plan to implement the solution package manually.
For more information, see section Copying Roles to Customer Name Space of configuration guide CRM WebClient UI - Basic Settings (C04).
6 SAP Solution Manager Template Content
SAP Solution Manager is a central tool to support the implementation of SAP rapid-deployment solutions. The specific content for each rapid-deployment solution is delivered in the form of project templates in the SAP Solution Manager.
For information about the minimum required component versions of both SAP Solution Manager and SAP Solution Manager content, refer to the Software Requirements document in the SAP Best Practices documentation package.
Download the latest available ST-RDS content support package from the SAP Software
Download Center on SAP Service Marketplace (http://service.sap.com/swdc). Choose Installation
and Upgrades Browse our Download Catalog. In the list, choose SAP Rapid Deployment solutions SAP Solution Manager Implementation Content ST-RDS 100).
6.1 Preparation of Logical Components Used in SAP
Solution Manager Implementation Project
This solution package is designed for a specific system landscape that is represented by its logical components. By preparing and mapping the logical components to the actual physical systems in the landscape it enables you to configure the systems directly using SAP Solution Manager.
The logical component in SAP Solution Manager is an identifier provided by SAP for the
combination of product and product version. When selecting the SAP Solution Manager template later on, the logical component provided by SAP will automatically be mapped with the logical component in the customer system landscape with the same combination of product and product version to set up access from SAP Solution Manager to the correct customer system.
Make the following entries (IT administrators, using transaction SMSY): Delivered Logical
Component
Product Product Version Product Instance Logical Component (Customer Namespace) CRM70_EHP3_APPL_SER V_ABAP SAP CRM Enhancement Package
EHP3 for SAP CRM 7.0 CRM Application Server ABAP <Choose a name> ERP60_EHP7_CENTRAL_A PPLICATION SAP ERP Enhancement Package
EHP7 for SAP ERP 6.0
Central Applications <Choose a name>
The definition should look similar to the following example (replace the example data with your own data):
Logical Component Development
System
Evaluation System
Remark
Z_CRM70_EHP3_CRM_APPL_SERV_ABAP_C7Y_167 Q11:002 Q11:020 CRM Client
On the ERP side, the template’s content has only been validated with SAP ECC 6.0 EHP7.
For more information on how to create a SAP Solution Manager project and selecting the template in the SAP Solution Manager system refer to the chapter Creating the SAP Solution Manager Project and Selecting the Template in the Solution
Manager Template Description which can be accessed from the SAP Best Practices
documentation package.
For more information on how to blueprint and implement the process scope in the SAP Solution Manager refer to the chapter Blueprinting and Implementing the Business Content in the same document.
For more information about the system landscape in SAP Solution Manager, see the
7 Known Issues
7.1 Automated Creation of Item Categories
The activation of IMG activity CRM_POSTYPEN_001 (creation of new item categories) always ends with error Language-dependant entries for object ‘CRMV_SALES_ITEM’ could not be
activated.
As you will realize, nevertheless the item categories have been created with all necessary settings being made. The reason can be found in the SPRO IMG activity itself:
In view table CRMV_SALES_ITEM some entries were defined as language-dependant, although there is nothing language-dependant about setting flags and selecting pre-defined rules.
New item categories were automatically created with the activation of the following building blocks:
C35 CRM Interaction Center - Service Request Management C3H CRM Service Process (with ERP Integration)
C3I CRM Service Process (CRM Standalone) C3J CRM Service Contract
C3O CRM Service Resource Planning C3S CRM Service Plan