SAP CRM 7.0 (Including SP01) Release Notes

SAP CRM 7.0 (Including SP01)

Release Notes

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CopyrightCopyright(c) 2008 SAP AG. All rights reserved.

Neither this document nor any part of it may be copied or reproduced in any form or by anymeans or translated into another language, without the prior consent of SAP AG. Theinformation contained in this document is subject to change without notice.

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All other products which are mentioned in this documentation are registered or not registeredtrademarks of their respective companies.

CRM Customer Relationship Management 11.1 Changes to Customizing Structures 11.2 Search Result List (Enhanced) 21.3 CRM-MD Master Data 21.3.1 Changes to Customizing Structure for Master Data 21.3.2 CRM-MD-TM Territory Management 41.3.2.1 Territory Management (Enhanced) 41.3.3 CRM-MD-BP Business Partners 51.3.3.1 Business Partners: Integration of Cases (New) 51.3.3.2 Time-Dependent Contact Relationships (New) 61.3.3.3 CRM: Create User (New) 71.3.4 CRM-MD-PRO Products 71.3.4.1 CRM-MD-PRO-OBJ Objects 71.3.4.1.1 IT Infrastructure Item Objects (New) 81.3.4.1.2 Objects (Enhanced) 81.3.4.2 CRM-MD-PRO-IF Data Exchange 91.3.4.2.1 CRM-MD-PRO-IF-PRO Data Exchange Products 91.3.4.2.1.1 Replication of Bills of Material (New) 91.3.5 CRM-MD-INB Installed Bases 111.3.5.1 Additional Indexing for Partner-Based Searches (New for SP01) 111.3.5.2 Search Driven by Serial Numbers 121.3.5.3 Replication of Equipment Betw. SAP ERP and SAP CRM (Enhanced) 121.3.5.4 Replication of Functional Locations from SAP ERP to SAP CRM (New) 131.3.5.5 Authorization for Installed Bases (New) 141.3.5.6 Installed Base Structure (Enhanced) 161.4 CRM-BF Basic Functions 161.4.1 Multilevel Categorization (Enhanced) 161.4.2 Usage-Based Service Contract: Reading Reminder (Enhanced) 181.4.3 Worklist (Enhanced) 181.4.4 Changes to Customizing Structure for Basic Functions 191.4.5 CRM-BF-E2C Email To CRM 191.4.5.1 Email2CRM (New) 191.4.6 CRM-BF-PC Payment Cards 201.4.6.1 Billing of Payment Card Transactions (New) 201.4.7 CRM-BF-CFG Product Configuration 221.4.7.1 External Configurator (New) 221.4.7.2 UI Designer of the Product Configurator (New) 231.4.7.3 Integration of the Product Configurator Into ERP Order (Enhanced) 24

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Release Notes Table of Contents SAP AG______________________________________________________________

1.5 CRM-BE Billing 241.5.1 Business Add-Ins for Billing (Changed for SP01) 251.5.2 Business Add-Ins for Copying Requirements (Changed for SP01) 251.5.3 Report for Scheduled Billing in the Background (Changed for SP01) 261.5.4 Business Add-Ins for Billing (Changed) 261.5.5 Business Add-In for Text Processing in Billing Documents (New) 281.5.6 Changes to Customizing Structure for Billing 281.5.7 CRM-BE-FI Transfer to Accounting 291.5.7.1 Report for Transferring Billing Documents to Accounting (Changed) 291.6 CRM-RB Rebate Processing 291.6.1 Changes to Customizing Structure for Rebate Processing 291.6.2 Business Add-In for Text Processing in Settlement Documents (New) 301.6.3 Business Add-In: Mapping for Rebate Due List (New) 301.6.4 Business Add-Ins for Rebate Processing (Changed) 311.7 CRM-BTX Business Transactions 311.7.1 Enhancements to document flow and copy control between SAP CRM and SAP 321.7.2 Changes to Customizing Structure for Business Transactions 331.7.3 CRM-BTX-BF Basic Functions for Business Transactions 351.7.3.1 Approvals (New) 351.7.3.2 Dispatching of Business Transactions (New) 361.7.3.3 CRM-BTX-BF-TA Transaction Analyzer 361.7.3.3.1 Transaction Analyzer (Enhanced) 361.7.3.4 CRM-BTX-BF-PP Product Proposal 371.7.3.4.1 Product Proposals and Item Proposals in Sales Transactions (Enhanced) 371.7.4 CRM-BTX-ACT Activity Management 401.7.4.1 Using the drag and drop function for activities in the calendar 401.7.5 CRM-BTX-OPP Opportunities 411.7.5.1 Pipeline Performance Management (Enhanced) 411.7.6 CRM-BTX-SLO Sales Transaction 431.7.6.1 Ugrading to CRM Release 7.0 431.7.6.2 ERP Sales Transactions in CRM (enhanced) 431.7.6.3 Using the CRM Product Catalog with the CRM WebClient UI Including the 46

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Release-Informationen Inhaltsverzeichnis SAP AG______________________________________________________________

1.7.7 CRM-BTX-ERP BSP for ERP Sales Order 461.7.7.1 Enhancement of ERP Objects (New) 461.7.8 CRM-BTX-SVO Service Processes 471.7.8.1 Search Driven by Serial Numbers 471.7.8.2 Service Level Agreements (Enhanced) 481.7.8.3 Service Level Metrics (New) 491.7.8.4 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 501.7.8.5 CRM-BTX-SVO-QUT Service Inquiries / Quotations 511.7.8.5.1 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 511.7.8.5.2 Package Quotations (Enhanced) 521.7.9 CRM-BTX-SCO Service Confirmation 531.7.9.1 Service Confirmation - Transaction History (Enhanced) 531.7.9.2 Release of Contract and Automatic Triggering of Warranty Start (New) 541.7.9.3 Search Driven by Serial Numbers 551.7.9.4 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 561.7.10 CRM-BTX-BRQ Billing Request 571.7.10.1 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 571.7.11 CRM-BTX-WCL Warranty Claim 581.7.11.1 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 581.7.12 CRM-BTX-COM Complaints / Returns / In-House Repair 591.7.12.1 Search Driven by Serial Numbers 591.7.12.2 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 601.7.13 CRM-BTX-CTR Contracts 611.7.13.1 Advanced Contract Management - Mass Change Processes (New) 611.7.13.2 CRM-BTX-CTR-SCO Service Contract 621.7.13.2.1 Advanced Contract Management - Controlling Integration (Enhanced) 621.7.13.2.2 Advanced Contract Management - Product List and Object List (Enhanced) 621.7.13.2.3 Advanced Contract Management - Service Agreements (Enhanced) 631.7.13.2.4 Advanced Contract Management - Contract Renewal (New) 641.7.13.2.5 Advanced Contract Management - Service Contract Template (New) 661.7.13.2.6 Release of Contract and Automatic Triggering of Warranty

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Start (New) 661.7.13.2.7 Service Contracts and Usage-Based Service Contracts (Enhanced) 671.7.13.2.8 Search Driven by Serial Numbers 691.7.13.2.9 CRM-BTX-CTR-SCO-CHP Change Processes 701.7.13.2.9.1 Contract Change Processes (Enhanced) 701.7.13.3 CRM-BTX-CTR-UCO Usage-Based Service Contract 711.7.13.3.1 Service Contracts and Usage-Based Service Contracts (Enhanced) 711.7.14 CRM-BTX-COI Controlling Integration 721.7.14.1 CRM-BTX-COI-SRV Controlling Integration Service 721.7.14.1.1 Costs of Materials and Services (New) 721.7.15 CRM-BTX-ESA ESA Services for Business Transactions 741.7.15.1 Enterprise Services in CRM (New) 741.7.16 CRM-BTX-GWI Groupware Integration (Client) 751.7.16.1 Client-Based Groupware Integration (Enhanced) 751.7.17 CRM-BTX-KA Knowledge Article 771.7.17.1 Knowledge Articles (New) 771.7.18 CRM-BTX-SRQ Service Request 781.7.18.1 IT Service Management (New) 781.7.18.2 Service Request Management (New) 801.8 CRM-CM Case Management 821.8.1 Investigative Case Management (New) 821.9 CRM-ISA Internet Sales 831.9.1 CRM-ISA-BAS Shopping Basket and Order Entry 831.9.1.1 Creating ERP Sales Orders Through CRM Web Channel (New) 831.10 CRM-RPL Resource Planning for Personnel Resources 841.10.1 CRM-RPL-SRV Service Resource Planning 841.10.1.1 Changes to Customizing Structure for Workforce Deployment 841.10.1.2 Service Resource Planning (Enhanced) 841.11 CRM-MKT Marketing 871.11.1 Changes to Customizing Structure for Marketing 871.11.2 Enhanced High-Volume Capabilities for Marketing (New) 871.11.3 CRM-MKT-MPL Marketing Planner 891.11.3.1 Business Add-Ins for Marketing (Enhanced for SP01) 891.11.3.2 CRM-MKT-MPL-ST Basic Functions 911.11.3.2.1 CRM-MKT-MPL-ST-PAR Partner Processing 911.11.3.2.1.1 Partner Processing in Marketing in CRM 7.0 (changed) 911.11.4 CRM-MKT-PRP Product Proposals 92

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1.11.4.1 Product Proposals and Item Proposals in Sales Transactions (Enhanced) 921.12 CRM-IC Interaction Center WebClient 941.12.1 Communication Management Software Integration (Enhanced) 951.12.2 Accounting Interaction Center (New) 961.12.3 Briefcase (New) 971.12.4 Business Transactions in the Interaction Center (Enhanced) 971.12.5 Employee Interaction Center (Enhanced) 981.12.6 E-Mail, Fax, and Letter (Enhanced) 991.12.7 Heartbeat Profile (New) 991.12.8 IT Service Desk (New) 1001.12.9 Rule Policies (Enhanced) 1001.12.10 Shared Service Center (Enhanced) 1011.12.11 Changes to Customizing Structure for Interaction Center WebClient 1021.12.12 CRM-IC-SEA Account Identification 1021.12.12.1 Account Identification (Enhanced) 1021.12.13 CRM-IC-INB Installed Base 1041.12.13.1 Installed Base (Enhanced) 1041.12.14 CRM-IC-INR Interaction Record 1041.12.14.1 Lean Interaction Record (New) 1041.12.15 CRM-IC-IHI Interaction History 1051.12.15.1 Interaction History (Enhanced) 1051.12.16 CRM-IC-SLO Sales Order 1061.12.16.1 Using the CRM Product Catalog with the CRM WebClient UI Including the 1061.12.17 CRM-IC-FCA Financial Contract Accounting 1071.12.17.1 Financial Customer Care and Dispute Management (Enhanced) 1071.12.18 CRM-IC-UNI Agent Inbox 1081.12.18.1 Agent Inbox (Enhanced) 1081.12.18.2 Business Process Push (New) 1091.12.19 CRM-IC-CTX Context Area 1101.12.19.1 Context Area (Enhanced) 1101.12.20 CRM-IC-BF Basic Functions for Business Transactions 1111.12.20.1 Business Transaction Search (Enhanced) 1111.12.21 CRM-IC-CHA Communication Channels 1111.12.21.1 CRM-IC-CHA-CHT Chat Integration 1121.12.21.1.1 Chat (Enhanced) 1121.13 CRM-MSA Mobile Sales 1131.13.1 Territory Management with CRM Mobile Laptop Applications (Enhanced) 113

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1.13.2 Trade Promotions with Mobile Sales (Enhanced) 1141.14 CRM-FRW Framework 1171.14.1 Changes to Customizing Structure for Framework 1171.14.2 CRM-FRW-AFP Application Frame 1181.14.2.1 Task-Based User Interfaces (New) 1181.14.3 CRM-FRW-CON UI Configuration Tool 1191.14.3.1 UI Configuration and Skin Customizing (Enhanced) 1191.14.4 CRM-FRW-UI User Interface 1201.14.4.1 Charts in Tables (New) 1201.14.4.2 CRM Feeds (New) 1211.14.4.3 Home Page Personalization (Enhanced) 1211.14.4.4 Recent Items (New) 1221.14.4.5 Simple Search (New) 1231.14.4.6 Smart Input Help (New) 1251.14.5 CRM-FRW-WKB Development Workbench 1251.14.5.1 Design Layer Customizing (Enhanced) 1251.14.5.2 Application Enhancement Tool (New) 1261.15 CRM-CHM Channel Management 1271.15.1 Changes to Customizing Structure for Partner Channel Management 1271.16 CRM-IPS Public Sector 1281.16.1 Financial Customer Care and Dispute Management (Enhanced) 1281.16.2 Financial Customer Care for Public Sector (Enhanced) 1291.16.3 CRM-IPS-ICM Investigative Case Management 1301.16.3.1 Changes to Customizing Structure for Industry-Specific Solutions 1301.16.3.2 CRM-IPS-ICM-CMG Cases and Leads 1301.16.3.2.1 Investigative Case Management (Enhanced for SP01) 1311.17 CRM-IM Media 1311.17.1 CRM-IM-IPM Intellectual Property Management 1311.17.1.1 Changes to Implementation Guide for IPM (New) 1311.17.1.2 Intellectual Property Management (Enhanced) 1341.17.1.3 CRM-IM-IPM-MD Master Data 1351.17.1.3.1 Business Object Layer Enabling for Web Services (New) 1351.17.1.3.2 IP Hierarchy Display (Enhanced) 1361.17.1.3.3 Release Dates Relevance (New) 1371.17.1.3.4 Rights Maintenance (Enhanced) 1391.17.1.3.5 External Interface (XIF) for IPM (Enhanced) 1401.17.1.4 CRM-IM-IPM-BTX Business Transactions Licensing 1411.17.1.4.1 1411.17.1.4.2 CRM-IM-IPM-BTX-PUR License Acquisition 142

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1.17.1.4.2.1 Multiple Payees (New) 1421.17.1.4.2.2 Cross-Contract Advances (New) 1431.17.1.4.2.3 External Interface (XIF) for IPM (Enhanced) 1441.17.1.4.3 CRM-IM-IPM-BTX-SAL License Sales 1451.17.1.4.3.1 Collision Check Error Handling (Enhanced) 1451.17.1.4.3.2 Release Dates Relevance (New) 1451.17.1.4.3.3 Repricing in License Acquisition and Sales Contracts (New) 1471.17.1.4.3.4 External Interface (XIF) for IPM (Enhanced) 1481.17.1.4.4 CRM-IM-IPM-BTX-CON License Usage Confirmation 1491.17.1.4.4.1 Enterprise Services: License Contract Usage Report (New) 1491.17.1.5 CRM-IM-IPM-RO Royalty Accounting 1501.17.1.5.1 CRM-IM-IPM-RO-ROI Incoming Royalties 1501.17.1.5.1.1 Business Add-Ins for IPM Billing (Changed) 1501.17.1.5.1.2 Business Add-In for Text Processing in Billing Documents (New) 1521.17.1.5.2 CRM-IM-IPM-RO-ROO Outgoing Royalties 1521.17.1.5.2.1 Business Add-Ins for IPM Billing (Changed) 1521.17.1.5.2.2 Business Add-In for Text Processing in Billing Documents (New) 1541.17.1.5.2.3 Clearing Control (Enhanced) 1551.17.1.5.2.4 Multiple Payees (New) 1551.17.1.5.2.5 Transaction Tiering (New) 1561.17.1.5.2.6 Transaction-Based Outgoing Royalties Settlement (New) 1581.17.1.5.2.7 Cross-Contract Advances (New) 1591.17.1.6 CRM-IM-IPM-RIN Rights Inventory Analysis 1591.17.1.6.1 Enterprise Services: Rights Availability Inquiry (New) 1591.17.1.6.2 Rights Availability Analysis (Enhanced) 1611.17.1.6.3 Rights Availability Analysis - License to Third Party Scenario (New) 1621.17.1.6.4 Release Dates Relevance (New) 1631.17.1.6.5 Rights Availability Analysis for SAP GUI (Deleted) 1651.18 CRM-IT Telecommunications 1651.18.1 Financial Customer Care and Dispute Management (Enhanced) 1651.18.2 CRM-IT-BI Integration to Billing System 1671.18.2.1 Integration of CRM Interaction Center WebClient with ERP FI-CA (New) 1671.19 CRM-IU Utilities Industry 1681.19.1 CRM-IU-IC Utilities Industry: Interaction Center 1681.19.1.1 Financial Customer Care and Dispute Management (Enhanced) 1681.20 CRM-CA CRM Cross-Application Components 1701.20.1 Rule Builder (New) 170

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1.20.2 Changes to Customizing Structure for CRM Cross-Application Components 1711.21 CRM-MD Master Data 1721.21.1 Changes to Customizing Structure for Master Data 1721.21.2 CRM-MD-TM Territory Management 1741.21.2.1 Territory Management (Enhanced) 1741.21.3 CRM-MD-BP Business Partners 1751.21.3.1 Business Partners: Integration of Cases (New) 1751.21.3.2 Time-Dependent Contact Relationships (New) 1751.21.3.3 CRM: Create User (New) 1761.21.4 CRM-MD-PRO Products 1771.21.4.1 CRM-MD-PRO-OBJ Objects 1771.21.4.1.1 IT Infrastructure Item Objects (New) 1771.21.4.1.2 Objects (Enhanced) 1781.21.4.2 CRM-MD-PRO-IF Data Exchange 1781.21.4.2.1 CRM-MD-PRO-IF-PRO Data Exchange Products 1781.21.4.2.1.1 Replication of Bills of Material (New) 1791.21.5 CRM-MD-INB Installed Bases 1801.21.5.1 Additional Indexing for Partner-Based Searches (New for SP01) 1801.21.5.2 Search Driven by Serial Numbers 1811.21.5.3 Replication of Equipment Betw. SAP ERP and SAP CRM (Enhanced) 1821.21.5.4 Replication of Functional Locations from SAP ERP to SAP CRM (New) 1831.21.5.5 Authorization for Installed Bases (New) 1841.21.5.6 Installed Base Structure (Enhanced) 1851.22 CRM-BF Basic Functions 1851.22.1 Multilevel Categorization (Enhanced) 1861.22.2 Usage-Based Service Contract: Reading Reminder (Enhanced) 1871.22.3 Worklist (Enhanced) 1881.22.4 Changes to Customizing Structure for Basic Functions 1881.22.5 CRM-BF-E2C Email To CRM 1891.22.5.1 Email2CRM (New) 1891.22.6 CRM-BF-PC Payment Cards 1901.22.6.1 Billing of Payment Card Transactions (New) 1901.22.7 CRM-BF-CFG Product Configuration 1921.22.7.1 External Configurator (New) 1921.22.7.2 UI Designer of the Product Configurator (New) 1921.22.7.3 Integration of the Product Configurator Into ERP Order (Enhanced) 193

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1.23 CRM-BE Billing 1941.23.1 Business Add-Ins for Billing (Changed for SP01) 1941.23.2 Business Add-Ins for Copying Requirements (Changed for SP01) 1951.23.3 Report for Scheduled Billing in the Background (Changed for SP01) 1951.23.4 Business Add-Ins for Billing (Changed) 1961.23.5 Business Add-In for Text Processing in Billing Documents (New) 1971.23.6 Changes to Customizing Structure for Billing 1981.23.7 CRM-BE-FI Transfer to Accounting 1981.23.7.1 Report for Transferring Billing Documents to Accounting (Changed) 1981.24 CRM-RB Rebate Processing 1991.24.1 Changes to Customizing Structure for Rebate Processing 1991.24.2 Business Add-In for Text Processing in Settlement Documents (New) 1991.24.3 Business Add-In: Mapping for Rebate Due List (New) 2001.24.4 Business Add-Ins for Rebate Processing (Changed) 2001.25 CRM-BTX Business Transactions 2011.25.1 Enhancements to document flow and copy control between SAP CRM and SAP 2011.25.2 Changes to Customizing Structure for Business Transactions 2031.25.3 CRM-BTX-BF Basic Functions for Business Transactions 2051.25.3.1 Approvals (New) 2051.25.3.2 Dispatching of Business Transactions (New) 2051.25.3.3 CRM-BTX-BF-TA Transaction Analyzer 2061.25.3.3.1 Transaction Analyzer (Enhanced) 2061.25.3.4 CRM-BTX-BF-PP Product Proposal 2071.25.3.4.1 Product Proposals and Item Proposals in Sales Transactions (Enhanced) 2071.25.4 CRM-BTX-ACT Activity Management 2101.25.4.1 Using the drag and drop function for activities in the calendar 2101.25.5 CRM-BTX-OPP Opportunities 2101.25.5.1 Pipeline Performance Management (Enhanced) 2101.25.6 CRM-BTX-SLO Sales Transaction 2121.25.6.1 Ugrading to CRM Release 7.0 2121.25.6.2 ERP Sales Transactions in CRM (enhanced) 2131.25.6.3 Using the CRM Product Catalog with the CRM WebClient UI Including the 2151.25.7 CRM-BTX-ERP BSP for ERP Sales Order 216

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1.25.7.1 Enhancement of ERP Objects (New) 2161.25.8 CRM-BTX-SVO Service Processes 2171.25.8.1 Search Driven by Serial Numbers 2171.25.8.2 Service Level Agreements (Enhanced) 2181.25.8.3 Service Level Metrics (New) 2191.25.8.4 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 2191.25.8.5 CRM-BTX-SVO-QUT Service Inquiries / Quotations 2201.25.8.5.1 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 2201.25.8.5.2 Package Quotations (Enhanced) 2211.25.9 CRM-BTX-SCO Service Confirmation 2221.25.9.1 Service Confirmation - Transaction History (Enhanced) 2221.25.9.2 Release of Contract and Automatic Triggering of Warranty Start (New) 2231.25.9.3 Search Driven by Serial Numbers 2241.25.9.4 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 2251.25.10 CRM-BTX-BRQ Billing Request 2261.25.10.1 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 2261.25.11 CRM-BTX-WCL Warranty Claim 2271.25.11.1 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 2271.25.12 CRM-BTX-COM Complaints / Returns / In-House Repair 2281.25.12.1 Search Driven by Serial Numbers 2281.25.12.2 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) 2291.25.13 CRM-BTX-CTR Contracts 2301.25.13.1 Advanced Contract Management - Mass Change Processes (New) 2301.25.13.2 CRM-BTX-CTR-SCO Service Contract 2311.25.13.2.1 Advanced Contract Management - Controlling Integration (Enhanced) 2311.25.13.2.2 Advanced Contract Management - Product List and Object List (Enhanced) 2311.25.13.2.3 Advanced Contract Management - Service Agreements (Enhanced) 2321.25.13.2.4 Advanced Contract Management - Contract Renewal (New) 2331.25.13.2.5 Advanced Contract Management - Service Contract Template (New) 2351.25.13.2.6 Release of Contract and Automatic Triggering of Warranty

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Start (New) 2351.25.13.2.7 Service Contracts and Usage-Based Service Contracts (Enhanced) 2361.25.13.2.8 Search Driven by Serial Numbers 2381.25.13.2.9 CRM-BTX-CTR-SCO-CHP Change Processes 2391.25.13.2.9.1 Contract Change Processes (Enhanced) 2391.25.13.3 CRM-BTX-CTR-UCO Usage-Based Service Contract 2401.25.13.3.1 Service Contracts and Usage-Based Service Contracts (Enhanced) 2401.25.14 CRM-BTX-COI Controlling Integration 2421.25.14.1 CRM-BTX-COI-SRV Controlling Integration Service 2421.25.14.1.1 Costs of Materials and Services (New) 2421.25.15 CRM-BTX-ESA ESA Services for Business Transactions 2431.25.15.1 Enterprise Services in CRM (New) 2431.25.16 CRM-BTX-GWI Groupware Integration (Client) 2441.25.16.1 Client-Based Groupware Integration (Enhanced) 2451.25.17 CRM-BTX-KA Knowledge Article 2461.25.17.1 Knowledge Articles (New) 2461.25.18 CRM-BTX-SRQ Service Request 2471.25.18.1 IT Service Management (New) 2471.25.18.2 Service Request Management (New) 2491.26 CRM-CM Case Management 2511.26.1 Investigative Case Management (New) 2511.27 CRM-ISA Internet Sales 2521.27.1 CRM-ISA-BAS Shopping Basket and Order Entry 2521.27.1.1 Creating ERP Sales Orders Through CRM Web Channel (New) 2521.28 CRM-RPL Resource Planning for Personnel Resources 2531.28.1 CRM-RPL-SRV Service Resource Planning 2531.28.1.1 Changes to Customizing Structure for Workforce Deployment 2531.28.1.2 Service Resource Planning (Enhanced) 2541.29 CRM-MKT Marketing 2561.29.1 Changes to Customizing Structure for Marketing 2561.29.2 Enhanced High-Volume Capabilities for Marketing (New) 2561.29.3 CRM-MKT-MPL Marketing Planner 2591.29.3.1 Business Add-Ins for Marketing (Enhanced for SP01) 2591.29.3.2 CRM-MKT-MPL-ST Basic Functions 2601.29.3.2.1 CRM-MKT-MPL-ST-PAR Partner Processing 2601.29.3.2.1.1 Partner Processing in Marketing in CRM 7.0 (changed) 2601.29.4 CRM-MKT-PRP Product Proposals 2611.29.4.1 Product Proposals and Item Proposals in Sales Transactions

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(Enhanced) 2611.30 CRM-IC Interaction Center WebClient 2641.30.1 Communication Management Software Integration (Enhanced) 2641.30.2 Accounting Interaction Center (New) 2651.30.3 Briefcase (New) 2661.30.4 Business Transactions in the Interaction Center (Enhanced) 2661.30.5 Employee Interaction Center (Enhanced) 2671.30.6 E-Mail, Fax, and Letter (Enhanced) 2681.30.7 Heartbeat Profile (New) 2681.30.8 IT Service Desk (New) 2691.30.9 Rule Policies (Enhanced) 2691.30.10 Shared Service Center (Enhanced) 2701.30.11 Changes to Customizing Structure for Interaction Center WebClient 2711.30.12 CRM-IC-SEA Account Identification 2721.30.12.1 Account Identification (Enhanced) 2721.30.13 CRM-IC-INB Installed Base 2731.30.13.1 Installed Base (Enhanced) 2731.30.14 CRM-IC-INR Interaction Record 2731.30.14.1 Lean Interaction Record (New) 2731.30.15 CRM-IC-IHI Interaction History 2741.30.15.1 Interaction History (Enhanced) 2741.30.16 CRM-IC-SLO Sales Order 2751.30.16.1 Using the CRM Product Catalog with the CRM WebClient UI Including the 2751.30.17 CRM-IC-FCA Financial Contract Accounting 2761.30.17.1 Financial Customer Care and Dispute Management (Enhanced) 2761.30.18 CRM-IC-UNI Agent Inbox 2771.30.18.1 Agent Inbox (Enhanced) 2771.30.18.2 Business Process Push (New) 2781.30.19 CRM-IC-CTX Context Area 2791.30.19.1 Context Area (Enhanced) 2791.30.20 CRM-IC-BF Basic Functions for Business Transactions 2801.30.20.1 Business Transaction Search (Enhanced) 2801.30.21 CRM-IC-CHA Communication Channels 2811.30.21.1 CRM-IC-CHA-CHT Chat Integration 2811.30.21.1.1 Chat (Enhanced) 2811.31 CRM-MSA Mobile Sales 2821.31.1 Territory Management with CRM Mobile Laptop Applications (Enhanced) 282

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1.31.2 Trade Promotions with Mobile Sales (Enhanced) 2831.32 CRM-FRW Framework 2861.32.1 Changes to Customizing Structure for Framework 2861.32.2 CRM-FRW-AFP Application Frame 2871.32.2.1 Task-Based User Interfaces (New) 2871.32.3 CRM-FRW-CON UI Configuration Tool 2881.32.3.1 UI Configuration and Skin Customizing (Enhanced) 2881.32.4 CRM-FRW-UI User Interface 2891.32.4.1 Charts in Tables (New) 2891.32.4.2 CRM Feeds (New) 2901.32.4.3 Home Page Personalization (Enhanced) 2901.32.4.4 Recent Items (New) 2911.32.4.5 Simple Search (New) 2921.32.4.6 Smart Input Help (New) 2941.32.5 CRM-FRW-WKB Development Workbench 2941.32.5.1 Design Layer Customizing (Enhanced) 2941.32.5.2 Application Enhancement Tool (New) 2951.33 CRM-CHM Channel Management 2961.33.1 Changes to Customizing Structure for Partner Channel Management 2961.34 CRM-IPS Public Sector 2971.34.1 Financial Customer Care and Dispute Management (Enhanced) 2971.34.2 Financial Customer Care for Public Sector (Enhanced) 2981.34.3 CRM-IPS-ICM Investigative Case Management 2991.34.3.1 Changes to Customizing Structure for Industry-Specific Solutions 2991.34.3.2 CRM-IPS-ICM-CMG Cases and Leads 2991.34.3.2.1 Investigative Case Management (Enhanced for SP01) 3001.35 CRM-IM Media 3001.35.1 CRM-IM-IPM Intellectual Property Management 3001.35.1.1 Changes to Implementation Guide for IPM (New) 3001.35.1.2 Intellectual Property Management (Enhanced) 3031.35.1.3 CRM-IM-IPM-MD Master Data 3041.35.1.3.1 Business Object Layer Enabling for Web Services (New) 3041.35.1.3.2 IP Hierarchy Display (Enhanced) 3051.35.1.3.3 Release Dates Relevance (New) 3061.35.1.3.4 Rights Maintenance (Enhanced) 3081.35.1.3.5 External Interface (XIF) for IPM (Enhanced) 3091.35.1.4 CRM-IM-IPM-BTX Business Transactions Licensing 3101.35.1.4.1 3101.35.1.4.2 CRM-IM-IPM-BTX-PUR License Acquisition 3111.35.1.4.2.1 Multiple Payees (New) 311

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1.35.1.4.2.2 Cross-Contract Advances (New) 3121.35.1.4.2.3 External Interface (XIF) for IPM (Enhanced) 3131.35.1.4.3 CRM-IM-IPM-BTX-SAL License Sales 3141.35.1.4.3.1 Collision Check Error Handling (Enhanced) 3141.35.1.4.3.2 Release Dates Relevance (New) 3141.35.1.4.3.3 Repricing in License Acquisition and Sales Contracts (New) 3161.35.1.4.3.4 External Interface (XIF) for IPM (Enhanced) 3171.35.1.4.4 CRM-IM-IPM-BTX-CON License Usage Confirmation 3181.35.1.4.4.1 Enterprise Services: License Contract Usage Report (New) 3181.35.1.5 CRM-IM-IPM-RO Royalty Accounting 3191.35.1.5.1 CRM-IM-IPM-RO-ROI Incoming Royalties 3191.35.1.5.1.1 Business Add-Ins for IPM Billing (Changed) 3191.35.1.5.1.2 Business Add-In for Text Processing in Billing Documents (New) 3211.35.1.5.2 CRM-IM-IPM-RO-ROO Outgoing Royalties 3211.35.1.5.2.1 Business Add-Ins for IPM Billing (Changed) 3211.35.1.5.2.2 Business Add-In for Text Processing in Billing Documents (New) 3231.35.1.5.2.3 Clearing Control (Enhanced) 3241.35.1.5.2.4 Multiple Payees (New) 3241.35.1.5.2.5 Transaction Tiering (New) 3251.35.1.5.2.6 Transaction-Based Outgoing Royalties Settlement (New) 3271.35.1.5.2.7 Cross-Contract Advances (New) 3281.35.1.6 CRM-IM-IPM-RIN Rights Inventory Analysis 3281.35.1.6.1 Enterprise Services: Rights Availability Inquiry (New) 3281.35.1.6.2 Rights Availability Analysis (Enhanced) 3301.35.1.6.3 Rights Availability Analysis - License to Third Party Scenario (New) 3311.35.1.6.4 Release Dates Relevance (New) 3321.35.1.6.5 Rights Availability Analysis for SAP GUI (Deleted) 3341.36 CRM-IT Telecommunications 3341.36.1 Financial Customer Care and Dispute Management (Enhanced) 3341.36.2 CRM-IT-BI Integration to Billing System 3361.36.2.1 Integration of CRM Interaction Center WebClient with ERP FI-CA (New) 3361.37 CRM-IU Utilities Industry 3371.37.1 CRM-IU-IC Utilities Industry: Interaction Center 3371.37.1.1 Financial Customer Care and Dispute Management (Enhanced) 3371.38 CRM-CA CRM Cross-Application Components 3391.38.1 Rule Builder (New) 339

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1.38.2 Changes to Customizing Structure for CRM Cross-Application Components 340

1.39 Third Party Order Processing (Enhanced) 341

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1 CRM Customer Relationship Management

1.1 Changes to Customizing Structures

Use

In SAP CRM 7.0, the Customizing structure under Customer Relationship Management has changedas described in the following release notes:

- Changes to Customizing Structure for CRM Cross-Application Components

- Changes to Customizing Structure for Framework

- Changes to Industry-Specific Solutions

- Changes to Customizing Structure for Basic Functions

- Changes to Customizing Structure for Master Data

- Changes to Customizing Structure for Marketing

- Changes to Customizing Structure for Business Transactions

- Changes to Customizing Structure for Billing

- Changes to Customizing Structure for Rebate Processing

- Changes to Customizing Structure for Partner Channel Management

- Changes to Customizing Structure for Interaction Center WebClient

- Changes to Customizing Structure for Workforce Deployment

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1.2 Search Result List (Enhanced)

Use

As of release CRM 7.0, the search result list is enhanced to improve overall usability of the searchfunction for business users. These enhancements are applicable across all search result lists and willaffect all users. Leaving the general structure of the search page unchanged, some of the changes toadvanced search views for standard and IC search pages are:

- Removal of redundant default message No results found from the message area.

- Enhancement of label Result List to include:

- The number of items found and the name of the business object; for example, Result List: 1Activity Found

- A message if more results than threshold are found; for example, Result List: More than 10Activities Found

- Removal of message No results found when a search returns no results. The message nowdisplayed will be Result List: 0<business object> Found

1.3 CRM-MD Master Data

1.3.1 Changes to Customizing Structure for Master Data

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> MasterData has changed as follows:

Territory Management

The following activities are new:

- Define Number Range Intervals for Territory Hierarchy Levels

- Territory Attributes -> Maintain Territory Attributes

- Territory Attributes -> BAdI: Implement Business Logic for Additional Attributes

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- Territory KPIs -> Activate / Deactivate KPIs

- Territory KPIs -> Additional KPIs -> Define Additional KPIs

- Territory KPIs -> Additional KPIs -> BAdI: Implement Business Logic for Additional KPIs

- Data Transfer -> Migrate Territory Attributes to the Rule Builder

- Master Data Notifications

- Business Add-Ins -> BAdI: Implement Business Logic for Changes in Accounts Data

- Business Add-Ins -> BAdI: Implement Business Logic for Changes in Product Data

The following activities have been deleted:

- Activate / Deactivate Attributes

- Additional Attributes -> Define Additional Attributes

- Additional Attributes -> Maintain Additional Attributes

- Maintain Territory Hierarchy

Products


- Products -> Basic Settings -> Define Dependent Value Helps for Attributes

- Products ->Business Add-Ins:

- BAdI: Addition/Removal of History Blocks

- BAdI: Changes to History Data

- Products -> Objects -> Define Object Family Groups

- Products -> Objects -> Object Settings for Service Transactions -> Define ObjectRelationships

- Products -> Objects -> Object Settings for Service Transactions -> Define OperatingSystem Versions

- Products -> Objects -> Object Settings for Service Transactions -> Define Filter Criteria forService Transactions Assignment Block

- Products -> Objects -> UI Object Type Determination -> Define UI Object TypeDetermination

- Products -> Objects -> UI Object Type Determination -> Define UI Object SubtypeDetermination

Installed Base

The section Replication of Equipment from SAP ERP has been renamed Replication of TechnicalObjects from SAP ERP.


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- Replication of Equipment from SAP ERP > Replication of Functional Locations:Prerequisites and General Information

- Replication of Equipment from SAP ERP -> Define Default Settings for Replication ofFunctional Locations

- Replication of Equipment from SAP ERP -> Business Add-Ins -> BAdI: Creation of Objectsby Functional Location DownloadThe activity BAdI: Equipment Download has been moved to this new subsection and renamedBAdI: Creation of Objects by Equipment Download.

- Define Authorization Groups

Knowledge Articles

The section Knowledge Articles is new.

1.3.2 CRM-MD-TM Territory Management

1.3.2.1 Territory Management (Enhanced)

Use

As of SAP CRM 7.0, territory management is enhanced to help you better organize and structure yoursales markets.

The various phases in territory management - starting with the initial design and assignment of territoriesthrough continuous management and administration, provide the following new functions:

- Assign business rules to territories to support complex sales market structures. Here you useattributes along with operators [AND/OR/NOT/In Between] to define the scope of a territory. Forexample, a territory defined by postal code BETWEEN 18500 AND 18520 and business partner isJohn Smith but NOT where product is frozen foods.

- Use key performance indicators like the number of leads in each territory, to simulate variousterritory re-alignment scenarios and choose an equitable distribution of resources across territories.

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- Use search-based reports to optimize territory structures by locating gaps in territory assignments(for example, territories that have not been assigned to accounts), and reassigning territoryresponsibility (when an employee responsible is on vacation ). These reports allow you tocollectively identify all territories matching the search criteria and maintain them.

- Use the data archiving function to control database size and to ensure long-term access to territorymaster data.

- Create and override territory assignments in the Accounts application.

- Use territory-based field checks when creating business transactions like sales order or quotations,and use territory-related search criterion in the accounts and products applications. This allows youto align ownership of accounts, product and business transactions with territory ownership.

With this, you can manage frequently evolving sales markets and sales professionals have optimal modelsof sales territories to work with.

Effects on Existing Data

To formulate business rules for territories, you have to migrate territory attributes to the Rule Builder. Todo this, complete Customizing step Migrate Territory Attributes to the Rule Builder.

Effects on Customizing

Make settings in Customizing for Customer Relationship Management under Master Data ->Territory Management.

For information about the configuration settings you have to make for search-based reports,territory-based field checks, and to add territory-related search criterion refer to configurationdocumentation for the Territory Processing business process in the SAP Solution Manager.

See also

Rule Builder (New)

For information about changes to the Territory Management Customizing structure refer to the Changesto Customizing Structure for Master Data..

1.3.3 CRM-MD-BP Business Partners

1.3.3.1 Business Partners: Integration of Cases (New)

Use

As of SAP CRM 7.0, the Related Cases assignment block can be integrated into the account, contact,and employee overview pages. It shows all cases related to the specific account, contact, or employee and

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enables navigation to the case details based on hyperlinks.

You have the following options from within the assignment block:

- Add existing cases to the respective business partner (account, contact, or employee), and search forthe relevant cases using the input help

- Create new cases

- Remove assigned cases

Effects on System Administration

Related Cases is delivered as a hidden assignment block. To integrate the assignment block into theviews already available on the overview page it is necessary to create a new configuration.

1.3.3.2 Time-Dependent Contact Relationships (New)

Use

As of SAP CRM 7.0, contact relationships established between accounts and contacts have a validityperiod. This provides a time frame within which a contact is relevant for business transactions, such asactivities, opportunities, sales orders, or sales order quotations.

The main changes are as follows:

- "Valid From" and "Valid To" fields:

- On the Account overview page in the Contacts assignment block

- In the search result on the Contact page and the Contact search help

- On the Contact overview page

- A new assignment block on the Account overview page showing the accounts that are not currentlyvalid.

- The workflow template 53000005 has been enhanced for channel management purposes to deleteusers that are assigned to contacts that have become invalid. The workflow is triggered whenever acontact relationship is deleted or becomes invalid.The report BUPTDTRANSMIT is used to detect whether any contacts have become invalid andshould be scheduled as a regular background job.

- Replication with SAP ERP:

- If a contact relationship becomes invalid in SAP CRM, the contact person is deleted in SAPERP.

- If a contact is currently valid in SAP CRM but deleted in SAP ERP, the contact is by defaultdeleted in SAP CRM. However, you can restrict the validity of the contact relationship instead

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of deleting it, by activating the function module CRM_BUPR_RESTRICT_CONTACT usingtransaction CRMC_BUT_CALL_FU.


You activate time dependency for contact person relationships in Customizing for Cross-ApplicationFunctions under SAP Business Partner -> Activation Switch for Functions.

1.3.3.3 CRM: Create User (New)

Use

As of SAP CRM 7.0, you can automatically assign users to employees and create complete identities inSAP Customer Relationship Management (SAP CRM). You can automate the process of creation andchange of identities in SAP CRM in two cases:

- If you are using SAP ERP Human Capital Management (SAP ERP HCM), employee data isdistributed automatically to the SAP CRM system using Application Link Enabling (ALE). Usersare automatically created in the SAP NetWeaver Identity Management system; an administratorassigns business roles to these users in SAP NetWeaver Identity Management. The users are thenautomatically created with the according PFCG roles, and assigned to employees in SAP CRMbased on the personnel number previously acquired from SAP ERP HCM.

- If you are not using SAP ERP HCM, users and employees are automatically created in SAP CRMbased on the data received from SAP NetWeaver Identity Management. The users are automaticallyassigned to employees in SAP CRM.

A user who logs in to the CRM WebClient UI can then immediately start working in SAP CRM.

Prerequisites

You have installed SAP NetWeaver Identity Management 7.1.

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1.3.4 CRM-MD-PRO Products

1.3.4.1 CRM-MD-PRO-OBJ Objects

1.3.4.1.1 IT Infrastructure Item Objects (New)

Use

As of SAP CRM 7.0 you can create IT infrastructure item objects using a new IT Item (0404) objectfamily.

The IT object management process of IT service management (ITSM) allows you to account for the ITinfrastructure items within the organization that are relevant for efficient incident, service request,problem and request for change processing.

The IT Item Object overview page contains a new additional Infrastructure Data assignment blockwith related data such as Host Name, IP Address and Gateway.


You can define operating system versions. You do this in Customizing for Customer RelationshipManagement under Master Data -> Products -> Objects -> Object Settings for ServiceTransactions -> Define Operating System Versions.

See also

Objects (Enhanced)

1.3.4.1.2 Objects (Enhanced)

Use

As of SAP CRM 7.0 you can do the following;

- Display, add, change and delete relationships between objects in a new Object Relationshipsassignment block on the Objects overview pageRelationships can be defined to represent a one-to-one (1:1) or a one-to-many (1:N) association,have validity dates, and have an active or inactive status. A change history is also available to recordwhen changes to a relationship occur and who makes them.

- Display the service transactions which list the object as a reference object in a new ServiceTransactions assignment block on the Objects overview page

- Display equipment details downloaded from SAP ERP in a new Equipment Details assignmentblock on the Objects overview page

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- Copy an object structureThe copy functionality has now been extended to allow you to create copies of object structures.You can choose to create a single copy or multiple copies from the same procedure.Note: Business partner and warranty information is not copied into the new structure.


You define object relationships and assign them to object families. You do this in Customizing forCustomer Relationship Management under Master Data -> Products -> Objects -> ObjectSettings for Service Transactions -> Define Object Relationships

You restrict the transactions that are displayed in the Service Transactions assignment block (forexample, to certain transaction types). You do this in Customizing for Customer RelationshipManagement under Master Data -> Products -> Objects -> Object Settings for ServiceTransactions -> Define Filter Criteria for Service Transactions Assignment Block.

1.3.4.2 CRM-MD-PRO-IF Data Exchange

1.3.4.2.1 CRM-MD-PRO-IF-PRO Data Exchange Products

1.3.4.2.1.1 Replication of Bills of Material (New)

Use

As of SAP CRM 7.0 you can replicate bills of material (BOMs) to SAP CRM from SAP ERP. Thisfunction is supported as of SAP enhancement package 4 for SAP ERP 6.0.

You can replicate BOMs that are defined for the following types of master data in SAP ERP:

- Material

- Equipment

- Functional location

A BOM is a list of materials that are constituent components of the above entities. These materials areincluded in the product proposal in service transactions, thereby providing your service employees withmore accurate, transaction-specific information.

When replicated to SAP CRM, BOMs are represented as lists of products, linked by means ofrelationship types with the following:

- Products representing materials replicated from SAP ERP

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- Objects representing equipment and functional locations replicated from SAP ERP

The entries in a BOM are displayed in the Service Parts - ERP assignment block in product and objectdata. You cannot change this data in SAP CRM.

Bill of Materials for Reference Product

A material that is assigned to a piece of equipment in SAP ERP as a construction type is represented asthe reference product in the equipment object in SAP CRM. If a BOM exists for this material in SAPERP, this is shown in the Referenced Service Parts - ERP assignment block in the equipment objectin SAP CRM.

Bills of Materials in Transactions

You can assign a product or object from SAP ERP as a reference product for a service contract (andquotation), service order (and quotation), or service confirmation in SAP CRM. If this reference producthas a BOM assigned to it in SAP ERP, the products from the BOM are included in the product proposalfor transaction items.

Restrictions for Replication of BOMs

- Only BOM items of the following item categories are downloaded:

- I (PM structure element)

- L (Stock item)

- N (Non-stock item)

- Only group BOMs or BOMs from a specific plant are downloaded.This is because structured products cannot be defined for a specific organization, but are alwaysvalid across clients.

- BOMs in which a material is used multiple times as a component are not downloaded.

- BOMs in which a configurable product is used as a header product or component are notdownloaded.

Prerequisites for Replication of BOMs

- Activate and set filters for middleware adapter objectThe adapter object BOM_ERP is used to replicate BOMs. Before you can replicate data, you need toactivate this object in transaction R3AC1 and set a filter for the fields WERKS (plant) and STLAN(usage type) for tables MAST (material), EQST (equipment), and TPST (functional location). Youcan only set one active filter per table for each of these fields.If you do not define a filter for a particular entity, BOMs are not downloaded for that entity.

- Check whether higher-level objects are downloaded from SAP ERPYou need to have downloaded the objects to which the BOMs are assigned. You can use transactionR3AM1 to check whether they have been downloaded.

- Assign relationship types to categories for higher-level objectsIn the CRM WebClient UI on the Product Hierarchy page, assign the relationship typesBOMHEDS and BOMITMS to the following categories:

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- Material categories that you have downloaded from SAP ERP

- Category OBJ_0401 for equipment

- Category OBJ_0403 for functional locationsNote: On the Product Hierarchy page, you can also specify for each category whether you wantBOM products for the reference product to be included in the product proposal.

1.3.5 CRM-MD-INB Installed Bases

1.3.5.1 Additional Indexing for Partner-Based Searches (New for SP01)

Use

As of SAP CRM 7.0 SP01, an additional index table is available to improve system performance duringpartner-based searches across installed bases. This can be necessary in the case of large installed bases,and when searches are run using the search options Header Using Partner Data and ComponentUsing Partner Data.

With this release, the concept of features is introduced in installed base management. Features are piecesof functionality that can be optionally activated. The additional index table for partner-based searches is anew feature.

A new Customizing activity is available that shows whether this feature and features available in futurereleases are active. You can find this activity in Customizing for Customer Relationship Management,under Master Data -> Installed Base -> Display Feature Activation Status.


To fill the index table IBPART_IDX, you run the program IBPART_IDX_CREATE_INDEX (CreatePartner Index for IBase). The table is updated each time an installed base or component is saved.Ensure that the program is not set to run in test mode, otherwise the index table is not filled.

To empty the index table, you run the program IBPART_IDX_DELETE_INDEX (Delete Partner Indexfor IBase). This program also deactivates the indexing feature.

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1.3.5.2 Search Driven by Serial Numbers

Use

As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion SerialNumber to search for the following business objects:

- Objects

- Installed bases

- Service orders

- Service confirmations

- Service contracts

- Complaints

- Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search forthe business objects mentioned above.

To enable other object attributes in the search:

1. Append the attribute to the object attribute search structureCRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance.

2. Maintain the attribute included in this structure in the object search mapping tableCRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction ViewCluster Maintenance.

3. Assign the attribute to the respective design layer attribute within the respective context node in thesearch view for the object. Use transaction BSP WD Component Workbench.

4. Enable the object search attribute on the respective search view configuration. Use transaction BSPWD Component Workbench.

1.3.5.3 Replication of Equipment Betw. SAP ERP and SAP CRM (Enhanced)

Use

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You can replicate equipment in SAP ERP as object components of installed bases in SAP CRM.

As of SAP CRM 7.0 and SAP enhancement package 4 for SAP ERP 6.0, the following enhancements areavailable in the equipment replication function:

- Assignment of equipment to functional locations in SAP CRMIf you use the new replication function for functional locations (see the release note Replication ofFunctional Locations from SAP ERP to SAP CRM (New)), equipment installed at a functionallocation in SAP ERP is inserted in the installed base structure in SAP CRM below the objectcomponent representing the functional location.

- Assignment of SAP ERP construction types as reference products for equipment objects in SAPCRMIf a piece of equipment has a construction type maintained, the corresponding material is assignedas the reference product of the equipment object in SAP CRM.

- Warranty information for SAP ERP equipmentIf a customer/vendor warranty start and end date is entered in SAP ERP for a piece of equipment,SAP CRM checks for a corresponding customer/vendor warranty in the SAP CRM system when theequipment is downloaded. If a warranty template exists for the sales area and reference product ofthe equipment in SAP CRM, this is automatically copied to the Warranties assignment block of theobject. The warranty validity dates in this block are copied from SAP ERP.

Effects on Data Transfer

If you want to transfer warranty information from SAP ERP to SAP CRM, you need to start transactionR3AC1 and ensure that, for the business adapter object EQUIPMENT, the source table BGMKOBJ is notset to Inactive.

1.3.5.4 Replication of Functional Locations from SAP ERP to SAP CRM (New)

Use

As of SAP CRM 7.0 you can replicate functional locations from SAP ERP to SAP CRM. This function issupported as of SAP enhancement package 4 for SAP ERP 6.0.

In SAP CRM, functional locations are represented as object components of an installed base. Thestructure of functional locations is also replicated, and reflected in the installed base structure. If youreplicate functional locations and pieces of equipment, the assignment of equipment to functionallocations is also reflected in the installed base structure.

The following replication processes are available:

- Initial download of functional locations from SAP ERP to SAP CRM

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- Delta download of functional locations that have been created, changed, or deleted

- Delta upload (SAP CRM to SAP ERP) of changes to the assignment of equipment to a functionallocation (installation/dismantling)See also the release noteReplication of Equipment Betw. SAP ERP and SAP CRM (Enhanced).

Note

In SAP CRM, you cannot change the downloaded structure of functional locations, create new functionallocations in a downloaded structure, or delete a downloaded functional location. You can only installequipment in and dismantle it from a functional location.


To enable replication of functional locations, you need to make the settings described in Customizing forCustomer Relationship Management under Master Data -> Installed Base -> Replication ofTechnical Objects from SAP ERP -> Replication of Functional Locations: Prerequisites andGeneral Information.

You make default settings for the replication of functional locations in the above Customizing section, inthe activity Define Default Settings for Replication of Functional Locations.

If required, you can use a Business Add-In (BAdI) to influence the replication of functional locationsfrom SAP ERP to SAP CRM. You can find this BAdI in the above Customizing section under BusinessAdd-Ins -> BAdI: Creation of Objects by Functional Location Download.

1.3.5.5 Authorization for Installed Bases (New)

Use

As of SAP CRM 7.0 you can control user authorization for displaying, changing, and creating installedbases. Authorization control for installed bases uses the authorization concept for Application ServerABAP. For each user, you can determine authorization depending on the following:

- The authorization group assigned to an installed baseYou define authorization groups in Customizing. The new field Authoriz. Group is available on theInstalled Base page, in the General Data block.

- The installed base category

The new authorization object CRM_IBASE (Authorization Object for Installed Base) is available withthe following fields:

- ACTVT (Activity)The possible values of this field are:

- 01 (Create or Generate)

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- 02 (Change)

- 03 (Display)

- IB_AUTHG (Authorization Group for Installed Base)

- IB_IBTYP (Installed Base Category)

For the relevant role, you define values for the above fields in an authorization profile, therebydetermining which actions users with that role can perform, and which installed bases they can display,change, and create.

When you define an authorization profile, you should add authorization levels incrementally, as follows:

1. Display

2. Change (precondition is Display authorization)

3. Create or Generate (preconditions are Display and Change authorization)

Authorization profiles should not be set up as follows:

- Create but no Change or Display authorization

- Change but no Display authorization

Note

The authorization object IB_IBASE is not used in SAP CRM.

Effects on User Navigation

The authorization check does not influence whether or not certain options (such as the Create button orhyperlinks to assigned installed bases) are displayed on the user interface. If a user does not havesufficient authorization for an installed base, a message is displayed.

The search results list for installed bases only contains installed bases for which the user has at minimuma display authorization.

When a user creates or changes an installed base, he can only assign an installed base category orauthorization group for which he has at least display authorization.


If you restrict display authorization to installed bases, you can also consider configuring the relevantbusiness role for the CRM WebClient UI so that users cannot navigate to the Installed Base page.


You define authorization groups in Customizing for Customer Relationship Management underMaster Data -> Installed Base -> Define Authorization Groups.

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1.3.5.6 Installed Base Structure (Enhanced)

Use

As of SAP CRM 7.0 you can display an object structure in an installed base. Within the installed base,you cannot change the object structure. If you want to change the object structure, you can do this in theobject master data in the Components assignment block.


If you have modified the user interface for the installed base structure and want to continue to use yourmodified version, follow the instructions in SAP Note 1224035.

1.4 CRM-BF Basic Functions

1.4.1 Multilevel Categorization (Enhanced)

Use

As of SAP CRM 7.0, the following functions in multilevel categorization have been enhanced or added:

- Determination of categorization schemasIn addition to the existing mapping of categorization schemas to subject profiles, you can now mapcategorization schemas directly to transaction types and item categories. In turn, the transactiontypes and item categories are mapped to catalog categories.If you want to influence the response profile and warranty determination via multilevelcategorization, you have to continue mapping the relevant categorization schemas to subjectprofiles.For the applications using multilevel categorization, different standards apply:

- The mapping of categorization schemas to transaction types is delivered predefined for servicerequests (incidents), problems and requests for change.Changing the predefined mapping requires additional configuration steps, described in SAPSolution Manager.

- The mapping of categorization schemas via subject profiles is delivered predefined for thestandard CRM WebClient business transactions service order and complaint.Changing the predefined mapping requires additional configuration steps, described in SAPSolution Manager.

- Mapping categorization schemas to item categories requires additional configuration,

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described in SAP Solution Manager.

- Mapping categorization schemas to transaction types and item categories is not available forthe IC-specific business transactions service ticket, service order and complaint.

- Multiple blocks of categorization fieldsYou can now use multiple blocks of categorization fields in your applications.Mapping categorization schemas to transaction type/catalog category, and item category/catalogcategory combinations, enables you to assign multiple schemas to one transaction type or itemcategory. Thus, you can now integrate several schemas on header and item level in yourapplications. These are displayed in separate blocks of categorization fields.This option is not available when mapping categorization schemas to subject profiles.Service requests (incidents), problems and requests for change are delivered predefined for usingtwo blocks of categorization fields on header level: Subject and Reason.

- Automatic item determinationFor service requests (incidents) and problems, you can now use the automatic item determinationbased on multilevel categorization.The automatic item determination via multilevel categorization overrides the settings in BusinessAdd-In (BAdI) Product Assignment for Creation of Service Items that is otherwise used for theitem determination. If the system cannot determine the item for the corresponding businesstransaction via the categorization schema, the BAdI is called.

- Find related objectsFor service requests (incidents), problems, and requests for change, you can now use the find relatedobjects function and influence it via the multilevel categorization. The system then proposes objectswith the same category assignments, for example knowledge articles. If you want to display therelated objects, you have to click the More button in the CRM WebClient UI.

- The following functions were previously available only in the interaction center (IC), and are nowalso available for the standard CRM WebClient business transactions service order and complaint:

- Auto completeWhen creating or changing categorization schemas, you can assign templates, for exampleservice order templates, to categories.If you select the relevant category in the application, for example the service order, you canchoose More -> Auto Complete to transfer the data from the relevant template.

- Auto suggest of categories via productYou can assign products to categories in a categorization schema. If you enter a product onheader level in the application using multilevel categorization, the category fields areautomatically filled.


- To use the enhanced functions, you have to make the settings in the following Customizingactivities in Customizing for Customer Relationship Management, under CRMCross-Application Components -> Multilevel Categorization:

- Define Application Areas for Categorization

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- Assign Transaction Types to Catalog Categories

- Assign Item Categories to Catalog Categories

- In order to use the automatic item determination and the find related objects function, based onmultilevel categorization, you additionally have to make the settings in Customizing for CustomerRelationship Management, under Transactions -> Settings for Service Requests -> DefineItem Determination and Define System Proposals for Related Transactions.

1.4.2 Usage-Based Service Contract: Reading Reminder (Enhanced)

Use

As of SAP CRM 7.0, you can use an outbound Web service to integrate intelligent device management(IDM) software into the counter function in usage-based service contract processing.

With the Web service, you can automatically send reading reminders to the integrated IDM software. TheIDM software then creates the counter readings in the Usage Overview assignment block of theusage-based service contract.

The Web service definition is delivered in XML format in SAP Note 1222954, together with informationon how to define the interface to the IDM software.

1.4.3 Worklist (Enhanced)

Use

As of SAP CRM 7.0, the worklist has been enhanced in the following way:

- You can now add notes as attachments to workflow tasks in the worklist.You can access the new function in the Attachments assignment block of the workflow taskdetails. The notes are stored as plain text files and not deleted during workflow processing.

- The business object inbox of the worklist has been renamed to business transaction inbox.

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1.4.4 Changes to Customizing Structure for Basic Functions

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> BasicFunctions has changed as follows:

- The section Payment Cards has been restructured. The activities in the former subsection Settingsfor Transactions are now found under Basic Settings and Settings for Authorization.

- The section Communication Management Software Integration is new.

1.4.5 CRM-BF-E2C Email To CRM

1.4.5.1 Email2CRM (New)

Use

Starting with SAP CRM 7.0, you can use Email2CRM (customizing transaction e2c) to enable the fieldsales force to access data from the CRM system and to create data in the CRM system using e-mails(plain text and XML). The following functions are available:

- You can create new services that can be accessed with e-mail.

- You can configure usage authorizations for each service by role or by user.

- You can request, by e-mail, the list of system services that you have authorization to use.

- You can create new business documents, such as leads, by using simple e-mail technology. You cancreate Adobe Forms based templates for data entry using the Adobe LiveCycle Designer ESprogram.

- You can create new business documents by extracting XML data from Adobe Forms sent to theCRM system by e-mail.

- You can search for customer master data, such as address data. You can also search for customertransaction data, such as open leads or service orders.

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Advantages

Email2CRM has the following advantages:

- You can use Email2CRM with any device capable of sending text based email. No additionalsoftware or configuration is needed for e-mail devices to access Email2CRM.

- Email2CRM uses the existing SAPconnect functionalities.


For more information, see Customizing for Email2CRM under Customer Relationship Management ->Basic Functions -> Email2CRM -> Email2CRM: Service Maintenance.

1.4.6 CRM-BF-PC Payment Cards

1.4.6.1 Billing of Payment Card Transactions (New)

Use

As of SAP CRM 7.0 you can use CRM billing to process payment card transactions. Previously, billingof payment card transactions was only possible in SAP ERP. In SAP CRM, you can perform billing forall business transactions that support payment cards:

- Sales and service orders

- Sales and service contracts


The general process of billing with payment cards is the same as with SAP ERP billing:

1. You enter payment card information in the Payment Method assignment block in the businesstransaction and authorization takes place automatically or is entered manually by an employee aftercommunication with the clearing house.

2. When billing takes place and transfer to accounting begins, the billing component checks whethersufficient valid authorized amounts are available in the preceding transaction.There must be sufficient authorization for each billing document item.

3. If sufficient authorizations are available, billing and payment card data is transferred to SAP ERPaccounting.

New Features with SAP CRM Billing

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- Once a billing document for a payment card transaction is saved, the Payment Cards assignmentblock on the Billing Documents page shows the payment card data and the used authorizedamount(s), provided that:

- The document is not blocked for transfer to accounting.

- Valid and unused authorizations are sufficient to cover the gross value of each billingdocument item.

- Transfer to accounting was successful.

- Once billing data for payment card transactions has been transferred to accounting, you can displaythe relevant billing document ID in the Payment Method assignment block of the precedingtransaction. You can also display the used authorization amounts.

- If authorized amounts are insufficient when billing takes place, a reauthorization call to the clearinghouse is triggered automatically for the missing amount. If reauthorization fails for technical reasonsor if the valid authorized amount is still insufficient, the billing document is marked as having anerror and is not transferred to accounting.

- You can restart the transfer to accounting for billing documents with failed or insufficientauthorization. By doing this you trigger another reauthorization. You can transfer data as follows:

- On the SAP Easy Access screen under Sales or Service -> Billing -> Transfer BillingDocuments to Accounting.You select Only Documents with Failed Transfer in the Selection Range field to findbilling documents with failed authorization.

- In the CRM WebClient UI on the Billing Documents page, by using the search criterionTransfer to Acctg Status with the value Document not Transferred.Use the Transfer to Accounting function to transfer relevant billing documents.

New Features with Billing in SAP CRM or SAP ERP

- You can specify the masking format of payment card numbers.

- You can activate a log of user access to full payment card numbers.

Note

If you perform delivery-related billing in SAP CRM, payment card authorizations are not checked whenthe delivery is processed in SAP ERP. Payment card authorizations are also not checked if you use SAPCRM or SAP ERP for delivery-related billing and have implemented the service parts managementfunctions for orders.

Intercompany billing does not support payments using payment cards.


If you are upgrading from a prior release and CVVs are stored in the database, you can run the reportCRM_PAYCARD_CLEAR_CVV to delete the CVVs.


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If you want to use SAP CRM billing to process payment card transactions, you need to make thefollowing settings in Customizing for Customer Relationship Management:

- Activate the feature Payment Card Processing under Billing -> Configure Application.

- Specify the relevant accounts receivable accounts for transactions using payment cardsYou do this under Billing -> Integration -> Transfer of Billing Documents to Accounting ->Transfer to Accounts Receivable (FI-AR) and Accounts Payable (FI-AP) -> SalesTransactions: Assign Accounts for Receivables from Payment Cards and ServiceTransactions: Assign Accounts for Receivables from Payment Cards.

- Ensure that the payment plan type Payment Card is set under Billing -> System Enhancements-> Maintain Application Dependent Parameters.

- Check the predefined settings under Basic Functions -> Payment Cards -> Basic Settings ->Make Security Settings for Payment Cards.

- If you want to do either of the following, implement a Business Add-In (BAdI):

- Adjust the values for which reauthorization takes place

- Create new authorizations in the case of cancelled billing documentsYou can find the relevant BAdI under Basic Functions -> Payment Cards -> BusinessAdd-Ins -> BAdI: Payment Plan Processing.

- If you want to include payment card information on the printed or electronic output of invoices, youneed to add the relevant fields in the definition of the relevant Smart Form.

1.4.7 CRM-BF-CFG Product Configuration

1.4.7.1 External Configurator (New)

Use

As of SAP CRM 7.0, in addition to the product configurator in the SAP standard system, you can alsointegrate one or more external product configurators into your CRM WebClient user interface (UI). Youcan integrate any product configurator that runs using Web services and has a Web interface.

The integration of an external product configurator is supported for the following business objects:

CRM sales order

CRM sales quote

CRM package quotation

If your customer creates an order using an external product configurator, that order can be edited in theCRM system.

Note

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For forwarding to an external system, an assignment based on the corresponding enhanced XIF adaptermust be developed in the implementation project.


You integrate an external product configurator in Customizing for Customer RelationshipManagement under Basic Functions -> Product Configuration -> Settings for ExternalConfigurators .

1.4.7.2 UI Designer of the Product Configurator (New)

Use

As of SAP CRM 7.0, in the CRM WebClient UI, you can change the display of configurable products.

This feature is based on the product model, which is either transferred from the ERP system or created inSAP CRM with the product modeling environment (PME). You can create and assign multiple userinterface (UI) models for each version of a product model. You assign a UI model to a specific UI (B2BWeb shop or CRM WebClient UI, for example) and to a specific role, if necessary.

This display is mainly used to cater to the needs of distribution, the user, and sales. For example, in thecall center, often only an order change is received for a configurable product. For this reason, it isimportant for agents to see all characteristics on one page.

In the UI Designer, you can access CRM product master maintenance using assignment block ProductModels.

Some examples of the objects in the product configuration UI that can be changed include:

- You can change the sequence of components, groups, characteristics, and values.

- For each characteristic, you can define the display (dropdown list or radio buttons).

- You can add pictures.

- You can arrange the characteristics on pages, which are presented to the user in a step-by-stepfashion.

- You can decide which additional contents (pictures, text, documents) are visible for whichcharacteristics or values.

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1.4.7.3 Integration of the Product Configurator Into ERP Order (Enhanced)

Use

As of SAP CRM 7.0, you can use the CRM product configurator for configurable products in an ERPsales transaction. This option is available in both the CRM WebClient UI (including the InteractionCenter) and in the CRM Web Channel.

In addition, the configuration model must be compatible with the Internet Pricing and Configurator (IPC).For information about the necessary settings for IPC, see SAP Solution Manager.

In addition, you can offer changeable product variants. When you implement the Lead-to-Cash scenario,the plant-specific variant must be the same as the cross-plant variant. In this scenario, in addition to thevariant search according to fixed variants, you can also configure changeable variants after the fact.Pricing with the IPC can also be used during interactive configuration. For more information about thenecessary settings for these features, see SAP Solution Manager.


You can activate Configuration Settings: Activate Pricing and Variant Search for the productconfigurator.

See also

For more information about integrating the product configurator into ERP sales transactions, see SAPSolution Manager.

For more information about variant configuration in ERP, see SAP Library on SAP Help Portal athttp://help.sap.com/erp. In the current documentation, choose SAP ERP Central Component ->Logistics-> Logistics - General (LO) -> Variant Configuration (LO-VC).

For information about differences in product configuration between ERP and CRM, see SAP Help Portalat http://help.sap.com/erp. In the current documentation, choose SAP ERP Central Component ->Logistics -> Logistics - General (LO) -> Variant Configuration (LO-VC) -> Product Configurationwith the Configuration Engine -> ERP Master Data and Configuration Engine.

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1.5 CRM-BE Billing

1.5.1 Business Add-Ins for Billing (Changed for SP01)

Use

As of SAP CRM 7.0 SP01, the Business Add-Ins (BAdIs) relevant for input processing in billing aregrouped in a new section in Customizing for Customer Relationship Management under Billing ->System Enhancements -> Business Add-Ins -> Inbound Processing.

The following previously existing BAdIs are available in this section:

- BAdI: Transfer of SAP ERP Deliveries to Billing Due List (new in Customizing)

- BAdI: Transfer of Orders to Billing Due List (previously existed only in Customizing for salestransactions)

- BAdI: XIF: Mapping for Billing Due List

In addition, the BAdI Influencing Revenue Account Determination has been renamed as DataTransfer to Accounting. You can find this BAdI in Customizing for Customer RelationshipManagement under Billing -> Integration -> Transfer of Billing Documents to Accounting ->Transfer to Accounts Receivable (FI-AR) and Accounts Payable (FI-AP) / Transfer to ContractAccounts Receivable and Payable (FI-CA).

1.5.2 Business Add-Ins for Copying Requirements (Changed for SP01)

Use

As of SAP CRM 7.0 SP01, the following Business Add-Ins (BAdIs) have been replaced by new BAdIsthat offer improved performance and easier implementation:

Old BAdI Definition New BAdI Definition Enhancement Spot/BEA/BDCPREQ BEA_CRMB_BD_CPREQ BEA_CPREQ/BEA/BDCPREQC BEA_CRMB_BD_CPREQC BEA_CPREQC

The BAdIs function as before, however, you need to recreate your implementations of the generatedBAdI definitions (see "Effects on System Administration" below).

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For information about migrating the existing implementations of generated BAdIs in your system, see theSAP CRM 7.0 release note Business Add-Ins for Billing (Changed).


The new BAdI definitions can be found in Customizing for Customer Relationship Managementunder Billing -> System Enhancements -> Business Add-Ins ->

- BAdI: Copying Requirements

- BAdI: Copying Requirements for Cancellation

1.5.3 Report for Scheduled Billing in the Background (Changed for SP01)

Use

As of SAP CRM 7.0 SP01 a new report is available that provides improved load balancing during batchprocessing. The new report /1BEA/R_CRMB_DL_JOBS_CREATE1 is accessible using transaction/BEA/CRMB06 or from the SAP Easy Access screen under Sales/Service -> Billing -> CreateBackground Jobs for Billing. It replaces the report /1BEA/R_CRMB_DL_JOBS_CREATE, which waspreviously accessible with the transaction /BEA/CRMB06.

Previously, load balancing was achieved by limiting each batch job to a user-defined maximum numberof sold-to parties. The new report no longer uses the maximum number of sold-to parties as a selectioncriterion. Instead, the system assigns transactions to background jobs, taking into account the following:

- The maximum number of transactions that can be processed per jobThis number is derived from the number of transactions selected for processing, divided by thenumber of jobs specified in the selection criteria.

- The billing unit (each job can contain transactions for one billing unit only)


You can continue to use the old report /1BEA/R_CRMB_DL_JOBS_CREATE if this report runssuccessfully for your organization and you have created report variants. However, we recommend thatyou use the new report /1BEA/R_CRMB_DL_JOBS_CREATE1.

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1.5.4 Business Add-Ins for Billing (Changed)

Use

As of SAP CRM 7.0 generated Business Add-In (BAdI) definitions for billing have been replaced withnon-generated BAdI definitions. The BAdIs function as before, however, you need to recreate yourimplementations of the generated BAdI definitions as described below under "Effects on SystemAdministration".

The BAdIs definitions have been replaced as follows:

Obsolete Generated Definition Non-Generated Definition Enhancement Spot/1BEA/CRMB_DL_PRC (Pricing: Mapping for Billing Due List) BEA_CRMB_DL_PRC BEA_PRC/1BEA/CRMB_BD_PRC (Pricing: Mapping for Billing Document) BEA_CRMB_BD_PRCBEA_PRC/1BEA/CRMB_DL_XIF (XIF Inbound: Mapping and Validation) BEA_CRMB_DL_XIFBEA_XIF

Note that with the new definition of the pricing BAdIs above, the following methods have been replaced:

Old Method New MethodIN_MAP_HEAD None (method deleted)IN_MAP_HEAD1 (as of Release 5.0) IN_MAP_HEADIN_MAP_ITEM None (method deleted)IN_MAP_ITEM1 (as of Release 5.0) IN_MAP_ITEM


In order to recreate existing implementations of generated BAdIs in your system, you need to do thefollowing:

1. Run the report BEAR_GET_OLD_BADI_IMPLS to list all existing implementations of thegenerated BAdIs.

2. Start transaction SE19 and display one of the current implementations.

3. Start transaction SE19 in a separate session, and create a new enhancement implementation for therelevant enhancement spot listed in the report (see step 1).

4. Create a BAdI implementation for the BAdI definition listed in the report.

5. Create a BAdI implementation class for the new BAdI definition.

6. Copy the logic for each method from the old BAdI implementation to the new implementation class.

7. Repeat the above procedure for each existing implementation.

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The new, non-generated BAdI definitions can be found in Customizing for Customer RelationshipManagement under Billing -> System Enhancements -> Business Add-Ins ->

- BAdI: Pricing: Mapping for Billing Due List

- BAdI: Pricing: Mapping for Billing Document


1.5.5 Business Add-In for Text Processing in Billing Documents (New)

Use

As of SAP CRM 7.0 a Business Add-In (BAdI) is available that allows you greater flexibility when usingtext determination for billing documents. The new BAdI enables you to modify or enhance thecommunication structure for billing document text determination in order to determine texts fromadditional sources, for example, the preceding transaction (order or delivery).


You implement the BAdI definition in Customizing for Customer Relationship Management underBilling -> System Enhancements -> Business Add-Ins -> BAdI: Billing Document: TextProcessing.

1.5.6 Changes to Customizing Structure for Billing

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Billing haschanged as follows:

- The activity System Enhancements -> Generated BAdI Definitions has been deleted.

- The following activities are new in the section System Enhancements -> Business Add-Ins:




- BAdI: Payment Plan Processing

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- BAdI: Billing Document: Text Processing

1.5.7 CRM-BE-FI Transfer to Accounting

1.5.7.1 Report for Transferring Billing Documents to Accounting (Changed)

Use

As of SAP CRM 7.0 the report for transferring billing documents to accounting offers the option ofrefining selection of billing documents for transfer to the following:

- Only documents blocked from transfer

- Only documents with failed transfer

- All billing documents relevant for transfer

In previous releases, all billing documents relevant for transfer were automatically selected.

You can find the report on the SAP Easy Access screen under Sales/Service -> Billing -> TransferBilling Documents to Accounting (transaction /BEA/CRMB12).


If you have scheduled this report it will continue to transfer all billing documents that have not yet beentransferred. If you want to refine your selection, you need to change the settings for your report variant.

1.6 CRM-RB Rebate Processing

1.6.1 Changes to Customizing Structure for Rebate Processing

Use

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In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> RebateProcessing has changed as follows:



- BAdI: Extract Processing

- BAdI: Rebate Determination in Extract Processing

- BAdI: Pricing: Mapping for Settlement Document

- BAdI: Settlement Document: Text Processing

- BAdI: Mapping for Rebate Due List

1.6.2 Business Add-In for Text Processing in Settlement Documents (New)

Use

As of SAP CRM 7.0, a Business Add-In (BAdI) is available that enables you to determine texts for therebate settlement document in a more flexible way, using text determination. The new BAdI enables youto modify or enhance the content of the communication structure for rebate settlement text determination.Texts can be determined from various sources, for example from preceding business transactions.


You implement the BAdI definition in Customizing for Customer Relationship Management underRebate Processing -> System Enhancements -> Business Add-Ins -> BAdI: Settlement Document:Text Processing.

1.6.3 Business Add-In: Mapping for Rebate Due List (New)

Use

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As of SAP CRM 7.0, a Business Add-In (BAdI) is available that enables you to map fields from thestructures of the rebate agreement header and rebate agreement item, to the rebate due list headerstructure. Moreover, you can map business partner data.

This BAdI is mostly relevant in the context of enhancements.


You implement the BAdI definition in Customizing for Customer Relationship Management underRebate Processing -> System Enhancements -> Business Add-Ins -> BAdI: Mapping for RebateDue List.

See also

UI Enhancement Tool (New)

1.6.4 Business Add-Ins for Rebate Processing (Changed)

As of SAP CRM 7.0, generated Business Add-In (BAdI) definitions for rebate processing have beenreplaced with non-generated BAdI definitions.

The BAdI definitions have been replaced as follows:

Obsolete Generated Definition Non-Generated Definition Enhancement Spot/1BEA/CRMR_REX BEA_CRMR_REX BEA/1BEA/CRMR_REX_RCD BEA_CRMR_REX_RCD BEA_RCD/1BEA/CRMR_RPD_PRC BEA_CRMR_RPD_PRC BEA_PRC

The BAdIs function as before, however, you need to recreate your implementations of the generatedBAdI definitions as described in Business Add-Ins for Billing (Changed) under Effects on SystemAdministration.


The new, non-generated BAdI definitions can be found in Customizing for Customer RelationshipManagement under Rebate Processing -> System Enhancements -> Business Add-Ins ->




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1.7 CRM-BTX Business Transactions

1.7.1 Enhancements to document flow and copy control between SAP CRM andSAP ERP

Use

As of SAP CRM 7.0, the document flow and copy control between SAP CRM and SAP ERP has beenenhanced. This means that when you create or process an ERP sales transaction, that is an ERP quotationor an ERP sales order as a follow-up transaction to a CRM opportunity in SAP CRM, the following isnow copied to SAP ERP:

- Business partners (at both item and header level)

- All business partners, both on item and header level, are automatically copied to the follow-uptransaction in SAP ERP.

- Sales organization

- Distribution channel

- Division

- Sales office

- Sales group

- Product configuration

- Items

- When you create an ERP sales transaction as a follow-up transaction to an SAP CRMtransaction, the system gives you the choice of which tems you want to copy to the ERP salestransaction. You select the items manually in a dialog box.

- Product

- Quantity

- Notes

- Notes, both on header and item level, will be copied automatically to the follow-up transactionin ERP.

- Unit

The following fields are provided in the dialog box as display only:

- Product

- Product ID

- Transfer

- Item number

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In addition, during a follow-up procedure, the transaction history is updated so that:

- You create a follow-up activity in CRM from an ERP sales transaction. You can then navigate to theERP sales transaction via the transaction history in the CRM follow-up activity.

- You create an ERP quotation or ERP sales order as a follow-up to a CRM opportunity. You cannavigate to the ERP quotation or ERP sales order via the transaction history in the CRMopportunity.

Example

1. Create ERP sales transaction as follow-up transaction to CRM opportunity

You create an ERP quotation as a follow-up to a CRM opportunity. All relevant information is copied tothe ERP quotation so you do not have to re-enter any data that was already available in the CRMopportunity. As of Release 7.0, the system also copies all sales area data from CRM SAP to SAP ERP,ensuring consistency between the two applications.

2. Create ERP sales transaction as a follow-up to another ERP sales transaction

You create an ERP sales order as a follow-up transaction for an ERP quotation. As in the above example,all relevant data is copied to the ERP sales order.

1.7.2 Changes to Customizing Structure for Business Transactions

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management ->Transactions has changed as follows:

Basic Settings

The section Basic Settings -> Approval Settings is new.

Settings for Opportunities

The section Settings for Opportunities -> Pipeline Performance Management is new.

Settings for Sales Transactions

The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders has

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been changed as follows:

- The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders-> Method Schemas for Product Proposals is new. In this section, the following activities havebeen included:

- The activity Define Method Schema (Basic) is new. It provides a simpler view on theMethod Schema than Define Method Schema (Expert) (see below).

- The activity Create Method Schema has been renamed Define Method Schema (Expert)and moved here.

- The activity Assign Method Schema to Transaction Type has been moved here.

- The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders-> Transaction History has been renamed Past Orders. This section has been changed to containthe settings for the item proposals based on past orders.

- The activity Define Display Profile has been removed.

- In the activity Define Transaction Filter, a view on defining filters for ERP transactions hasbeen added.

- The activity Assign Display Attributes has been renamed to Define Past Orders Display.This activity calls up a new view (CRMV_PP_HST_1O_2) that combines settings from theremoved activity Define Display Profile and the (old) activity Assign Display Attributes. Incase you need to access the older views (for example to change an existing Display Profile),you can still access the view CRMV_PP_HST_1O (Assign Display Attributes) by usingtransaction SM30, and view cluster CRMV_PP_DP_1O_A (Define Display Profile) viaSM34.

- The Business Add-In BAdI: Changes for the Product Proposal has been moved to the sectionSettings for Sales Transactions -> Business Add-Ins.

Settings for Contracts

- The section Settings for Contracts -> Additional Settings for Service Contracts is new.

- The section Usage-Based Service Contract Processing has been moved to the section Settingsfor Contracts -> Additional Settings for Service Contracts. It is now named Settings forUsage-Based Service Contracts.

- The section Usage-Based Service Contract Processing -> Process Control has been moved(see above) and renamed Change Processes.

- The section Settings for Contracts -> Additional Settings for Service Contracts -> ChangeProcesses -> Mass Change Processes is new.

- The node Settings for Contracts -> Additional Settings for Service Contracts -> ChangeProcesses -> Prerequisites is new.

Settings for Service Requests

The section Settings for Service Requests is new.

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Settings for ERP Transactions

The section Settings for ERP Transactions is new. In this section, the following activities have beenincluded:

- The activities Define Profiles for ERP Sales Transactions and Transfer Permitted ERP SalesDocument Types per Sales Area to CRM have been copied from Transactions -> Settings forSales Transactions -> Define Profiles for ERP Sales Transactions.

- The node Cross-System Copy Control for Opportunity and SAP-ECC Quotation has beencopied from Transactions -> Settings for Opportunities.

- The node Product Proposals has been moved.

- The activity Configuration Settings: Activate Pricing and Variant Search is new.

Additional Settings

- The activity Customer Relationship Management -> Transactions -> Additional Settings ->Assign Dispatching Rule Profile to Transaction Types is new.

1.7.3 CRM-BTX-BF Basic Functions for Business Transactions

1.7.3.1 Approvals (New)

Use

As of SAP CRM 7.0, you can use approval procedures to define and control the approval process fortransactions, for example, requests for change.

Approval procedures define the following:

- The approval steps and their sequence

- The designated approver for each step

- The stage at which the approval procedure and its related steps are locked

You can identify the approval procedure that is relevant for a transaction manually or based on predefinedrules. Similarly, you can identify approvers for each approval step manually or based on predefined rules.

The system records all changes to approval steps.

You can integrate approval procedures with SAP workflow so that the designated people are notified

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when they have steps within a transaction to approve. A predefined workflow template is available.


There is a new node in Customizing where you make settings for approvals under CustomerRelationship Management -> Transactions -> Basic Settings -> Approval Settings.

There is a new rule policy context available named Approval Management to use when you define rulepolicies for approval procedure determination and approval step determination.

See also

For a detailed description of the functions available for approvals, see SAP Library for SAP CustomerRelationship Management in SAP Help Portal at http://help.sap.com.

1.7.3.2 Dispatching of Business Transactions (New)

Use

As of SAP CRM 7.0, you can dispatch transactions to send them to the appropriate partners or groups andto set a specific priority to enable prompt service response times.

You can use semi-automated dispatching that forwards the transactions on user request.


You assign dispatching rule profiles to transaction types in Customizing for Customer RelationshipManagement under Transactions -> Additional Settings -> Assign Dispatching Rule Profile toTransaction Types.

There is a new rule policy context available named Service Request Management to use fordispatching of service request transactions.

See also

For a detailed description of the functions available for dispatching business transactions, see SAPLibrary for SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

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1.7.3.3 CRM-BTX-BF-TA Transaction Analyzer

1.7.3.3.1 Transaction Analyzer (Enhanced)

Use

As of SAP CRM 7.0, the transaction analyzer has been enhanced as follows:

Enhanced Hierarchy UI

- Instead of being displayed under hierarchy node Linked Objects, CRM billing documents nowappear under the new hierarchy node Billing Documents.

- When you open the transaction analyzer, instead of all transactions on all levels being displayed,now only the transactions on the first level appear. If you start with a transaction at a lower level, thetree is expanded up to this starting transaction. The first level under the starting transaction is alsodisplayed.

Enhanced Filter Criteria

If all items were filtered out with the filter, the hierarchy node for items is no longer displayed. Only thetransaction appears.

Display of SAP ERP Business Transactions and Items Within the Hierarchy Structure

- SAP ERP business transactionsSAP ERP transactions that are part of the transaction flow of the SAP Customer RelationshipManagement (CRM) transaction are displayed in the transaction flow hierarchy structure withoutthe items. You can use a link to navigate to the SAP ERP transactions.

- SAP ERP itemsItems from SAP ERP transactions are not displayed in the transaction flow hierarchy structure or inthe item list. However, the SAP ERP items that are assigned to an SAP CRM item are displayed inthe item flow hierarchy structure.

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1.7.3.4 CRM-BTX-BF-PP Product Proposal

1.7.3.4.1 Product Proposals and Item Proposals in Sales Transactions(Enhanced)

Use

For release CRM 7.0, the product proposals function was enhanced, and the interface design in the CRMWebClient UI was improved.

In addition, as of CRM 7.0, you can use product proposals in ERP sales transactions (ERP quotations andERP sales orders) in the CRM WebClient UI, including the Interaction Center (IC), as well as in WebChannel.

The enhancement comprises the following functions:

Item Proposals (New)

Item proposals are displayed in the Items assignment block on the Editable Overview Page. They appearat the end of the item list as "template items", that is, without item numbers. The user can transfer thetemplate items as order items, by entering an order quantity. Only then can the system perform pricingand an availability check for the items.

The following types of item proposals exist:

- Item proposals from past ordersThis function was previously available in the Product Proposals assignment block. Here, thesystem can propose purchase order quantities in addition to the products.

- Item proposals from listings and exclusionsIf a listing is determined for the customer, the system proposes the products from it. If there is alsoan exclusion for certain products, these products are not displayed in the proposal list. This preventsitems from being proposed that will later be rejected by the exclusion check.

Item proposals are available in the CRM WebClient UI (including IC). In Web Channel, item proposalscannot be displayed.

Product Proposals (Enhanced)

Product proposals are displayed in their own assignment block, Product Proposals. The user can selectindividual products, and transfer them to the item list.

This applies to the following types of product proposals:

- Accessories

- Cross-Selling

- Up-/Downselling

- Top N product list

- Marketing Projects (Campaigns and Trade Promotions)

This function previously existed for CRM sales transactions; as of CRM 7.0, it is also available for ERP

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sales transactions (quotations and orders).

UI Redesign

To display product proposals in the transaction, there is an automatic mode and a manual mode available.In the automatic mode, the product proposals are dynamically adjusted, according to the current items. Inmanual mode, the user can trigger the update, if this seems to make more sense for performance reasons.

Pricing

You can display prices for the proposed products with the following methods:

- CRM price list (calculated using IPC)

- CRM Pricing in IPC (not for ERP transactions)

Availability Check

You can display the availability information for product proposals in CRM transactions (not in ERPtransactions).

Product proposals are available in the CRM WebClient UI (including IC), as well as in Web Channel.

Note the following restrictions for product proposals from marketing projects:

- Product proposals based on marketing projects are not available in Web Channel.

- In ERP sales transactions, the assignment to a marketing project at item level is not saved.


For CRM 7.0, the item proposals from past orders are no longer displayed in the Product Proposalsassignment block, but directly in the Items assignment block.

Transaction History removed from UI

The Transaction History table, which displays the previous transactions from the customer for a certainproduct, is no longer available in CRM 7.0.

If you wish, you can display the Transaction History in SAP CRM WebClient UI, if you activate the oldinterface design. To do so, you must set the user parameter CRM_PP_LAYOUT_OLD. You can thenconfigure default columns in Access BSP WD Workbench in UI Component CRM_PRODPROP , viewProdPropListView with subtype LAST_ORDERS, or each user can personalize how many columns todisplay.

The associated Customizing views for the maintenance of Display Profiles for the transaction historywere removed from the Customizing structure for CRM. If you still want to use an existing displayprofile, and want to change it, you can access and edit it using the following views:

- Assign Display Attributes - CRMV_PP_HST_1O (via SM30)

- Define Display Profile - CRMV_PP_DP_1O_A (via SM34)


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- For item proposals from listings, you can download listings from ERP to CRM. You can also loadCRM listings to the ERP system.

- You cannot transfer ERP product proposals to the CRM system. If you want to use CRM productproposals for ERP sales transactions, you should not set up dynamic product proposals in ERP.


The Customizing for item proposals and product proposals was adapted to the changed UI, andsimplified.

There is now a simplified maintenance view available for the definition of method schemas. CRM ->Transactions -> Settings for Sales Transactions -> Product Proposals in Quotations and Orders-> Method Schemas for Product Proposals -> Define Method Schema (Basic)

You can also use the previous maintenance of method schemas. The previous maintenance view is nowcalled Define Method Schema (Expert). If you use your own function modules for product proposals, youcan edit the method schema using the expert mode only.

For more information on Customizing changes, see the "Product Proposals" section in the Release NoteCustomizing Changes for Business Transactions.

New Standard Customizing

- SAP delivers the following new function module for item proposals from listings:CRM_SALES_PP_PROD_LISTING_READ

- The new method schema 000019 contains all types of item proposals and product proposalsavailable as of this release that can be used for CRM transactions or ERP transactions.

- For the display of previous orders for item proposals, the simple display profile PROF_SIMPLE(with only one Profile Attribute) is used in the standard system.

See also

ERP Sales Transactions in CRM

1.7.4 CRM-BTX-ACT Activity Management

1.7.4.1 Using the drag and drop function for activities in the calendar

Use

As of SAP CRM 7.0, you can change the date and time of activities by dragging and dropping themdirectly to new days or times in your calendar.

You can carry out the following using the drag and drop function:

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- Move an activity to another time within the same day (daily view)

- Change the end time of an activity, that is, move it forward or postpone it (daily view)

- If you want to change the start time of the activity by moving it forward, you have to edit theactivity and change the start time manually. Alternatively, you can move the entire activity toan earlier slot, then adjust the end time using drag and drop.

- Move an activity to another day (daily, monthly and weekly view)

- When you move an activity to another day within the current view or directly into the upperright calendar pad, the day you would like to move it to becomes highlighted.

- Multiple drag and drop

- You can also select multiple activities at once in the calendar, and drag and drop them to a new timeor day. You select multiple activities by selecting them while holding the CTRL pushbutton down.

Note that if you drag and drop an activity to a time where another activity already exists, both activitieswill be displayed side by side until you re-schedule one. This is the same behaviour as was already thecase in previous releases when you manually create two overlapping activities.

1.7.5 CRM-BTX-OPP Opportunities

1.7.5.1 Pipeline Performance Management (Enhanced)

Use

As of SAP CRM 7.0 the following functions in pipeline performance management (PPM) have beenenhanced:

- Pipeline performance analysis

- Quota planning

Pipeline Performance Analysis

The following enhancements have been made to the analysis functions:

- New chart content options for Target to Date, Closing Date, Sales Pipeline, and Sales PipelineChange viewYou can choose the contents of charts used in pipeline performance management. In addition to thetotal sales volume, you can view the product or product category sales volume, and the product or

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product category units. You can also add product or product category filter conditions for the chartarea and opportunity list.

- Personalized default settings for chart content and displayYou can personalize how chart contents are displayed by default. For example, you could select adefault product to be used when displaying product sales volume or units, specify the past and futurequarters to be analyzed, and indicate whether opportunities should be shown for a single salesrepresentative or for the sales team.

- Simulation mode available for new chart content options

- Planning period settingsAs an alternative to the default calendar year, you can choose to work using a fiscal year. Theplanning period type you select is reflected in chart data. If you have already performed quotaplanning for the calendar year and would prefer to work with a fiscal year, you can convert the dataso that it is remapped to a fiscal year.

- Ability to view items in the opportunity list either by header or by list items

- Ability to configure opportunity searchesIn Customizing, you can define whether searches in the opportunity list return results for theopportunity header or for list items.

- Briefing card enhancementsYou can use the briefing card to add a business partner and select a partner function. You can alsoadd additional activities and products to the opportunity directly from the briefing card.

- Opportunity status enhancementsThe Closing Date and Progress fields in the opportunity list now function interactively with theStatus field. When an opportunity is won, the system updates the progress to Ok. In general, whenan opportunity is completed, the system sets the current date as the closing date, and locks the dateagainst further edits to prevent the opportunity from being included in future pipeline calculations.

- Opportunity lockingWhen you update an opportunity in the opportunity list, it is locked against changes made by otherusers. Similarly, if an opportunity is being updated by another user in the Opportunity application,you cannot save changes to it in the opportunity list.

Quota Planning

The following enhancements have been made to quota planning:

- Detailed quota planningIn addition to being able to plan quota for the total sales volume, you can set quota targets byproduct or product category sales volume, or by product or product category units.

- Automatic calculation of planned quota growthThe system can now calculate and set quota based on the planned growth rate.

- Monthly quota planningYou can determine how quota should be distributed for each month of the quarter. For example, ifsales are usually higher in the month of December, you can increase the quota percentage for thatmonth.

- Support for quota setting using a chosen planning periodYou can set quota using either the calendar year or a user-defined custom fiscal year.

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- Restrict products and product categories available for quota planningIn Customizing, you can restrict the products and product categories available for quota planningbased on the sales product category hierarchy only, or in combination with organizational unitattributes.


You can define settings for PPM in Customizing for Customer Relationship Management underTransactions -> Settings for Opportunities -> Pipeline Performance Management.

1.7.6 CRM-BTX-SLO Sales Transaction

1.7.6.1 Ugrading to CRM Release 7.0

Use

If you are upgrading to CRM Release 7.0, you need to start reportCRM_UPDATE_CRMD_BRELVONAE_SEL after upgrading. This applies when upgrading from allreleases below CRM 7.0. This report ensures that you can search for transactions with preceding andfollow-up documents or with campaigns . You only need to start this report once after upgrading only.The time it takes to run this report depends on the number of entries in table CRMD_BRELVONAE .

Note that this report affects all clients, meaning you only need to run it once per system.

It is mandatory to run this report when upgrading to CRM Release 7.0.

See also

For further information, see the SAP note 1235501.

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1.7.6.2 ERP Sales Transactions in CRM (enhanced)

Use

As of SAP CRM 2007, you can create an ERP quotation as a folllow-up to a CRM opportunity in SAPCRM WebClient UI and Interaction Center (IC) WebClient. For further information, see Creating andChanging ERP Sales Transactions in SAP CRM.

As of SAP CRM 7.0, this function has been enhanced so that you can maintain ERP sales transactions(sales quotations, sales orders and quantity contracts) in the CRM WebClient UI in Web Channel andInteraction Center (IC).

Additionally, the features available for ERP transaction processing via CRM have been enhanced asfollows:

- Product proposals and item proposals for ERP sales transactions (enhanced)For further information, see release note Product Proposals and Item Proposals in Sales Quotationsand Orders

- Bills of material explosion (BOM explosion) in ERP sales orders for ERP productsThe subitems resulting from the BOM explosion in ERP are displayed in the ERP order in CRMWebClient UI.

- Product configuration is now possible using the Application Platform (AP) Configurator (with theConfiguration Engine).For more information, see SAP Library for SAP Customer Relationship Management (SAP CRM)on Help Portal at http://help.sap.com. In the Application Help, choose SAP ERP -> SAP ERPCentral Component -> Logistics -> Logistics -General (LO) -> Variant Configuration (LO-VC) ->Product Configuration with the Configuration Engine.

- Additionally, you can design the product configuration to suit your requirements with the helpof the new Product Configuration Designer.For more information, see Product Configuration Designer

- Web Channel product catalog in CRM WebClient and ICYou can use the product catalog to select products in the CRM WebClient UI (including InteractionCenter)

- For more information on setting up and using the product catalog, see Using the CRM ProductCatalog with the CRM WebClient UI

- Enhancements to document flow and copy control between SAP CRM- SAP ECC

- Enhancement of ERP Objects (new)


You do not need to replicate the sales transactions to ERP. However, in order to use this scenario(Lead-to-Cash), you need to replicate and map the following master data from ERP to CRM:

- Organizational data (sales organization, distribution channel, division)

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- Business partners

- Products (inclduding product models for configurable products and bills of materials (BOMs) ifyou use these)

- Conditions for pricing (optional)

- You also need to replicate the required transaction types and item categories from ERP to CRM


In order to allocate authorizations for the ERP transactions to the CRM user, you must assign the roleSAP_LO_SD_ORDER_MANAGEMENT (Suite Excellence Order Management) to the user.

This role contains all authorizations that are relevant for order processing. For example, you controlprocessing of the user status, the characteristics from the class system, and the restriction of salesdocument types and sales areas.

For this scenario (Lead-to-Cash), SAP recommends that you use a separate, trusted RFC connectionbased on the current user. This allows you to set different authorization levels for each user. You alsoneed counterpart users in ERP with the same ID and the role SAP_LO_SD_ORDER_MANAGEMENTassigned.

In order to use this scenario, ERP is required. To additonally use product configuration and theExtensibility Tool, you need to have activated the business function Simplified Sales Processes in SD(Enhanced) 02_LOG_SD_SIMP_02 with Enhancement Pack 4 in your ERP system. For moreinformation, see the release note for

Simplified Sales Processes in SD 02 (Enhanced), in your ERP system, under Logistics -> Sales andDistribution.


For ERP transactions, the following Customizing node has been added:

- Settings for Transactions -> Settings for ERP Transactions Maintained in CRM

To use CRM item proposals and product proposals for ERP sales transactions, you must set up productproposals in the same way as for CRM sales transactions. You do this in Customizing for CRM underTransactions -> Settings for Sales Transactions -> Product Proposals for Quotations and Orders.

Additionally, the following Customizing activities have been added to assign product proposal and itemproposal settigns to ERP sales transactions:

- Assign Method Schema to ERP Sales Transaction Type

- New view ERP Filter Attributes in the activity Define Transaction Filter

See also

For more information on ERP order entry through the various channels, see:

- Creating ERP Sales Orders Through CRM Web Channel

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- Business Transactions in the Interaction Center

1.7.6.3 Using the CRM Product Catalog with the CRM WebClient UI Includingthe Interaction Center (Enhanced)

Use

As of SAP CRM 7.0, you can use the CRM product catalog with the CRM WebClient UI including theInteraction Center. SAP CRM product catalog integration is intuitive, efficient, and user-friendly. Before,you could only use the product catalog with Web Channel.

A sales representative or call center agent can view and navigate the CRM product catalog hierarchy andcan select products from the product catalog similarly to a customer navigating the hierarchy of the Javabased Web shop.

You have two options to select products for transactions from the CRM product catalog:

- You may create a new CRM sales order, quotation, or service quotation first. You may also createan ERP sales order or quotation. You then select the desired product with the help of the CRM Webshop and the CRM product catalog.

- You are navigating the CRM product catalog in the CRM WebClient UI and you add products to thebuffer. You can create a sales order or quotation within the product catalog and the products willautomatically be transferred to the newly created transaction.


You must set up a product catalog Java Web application running on a Java 2 Enterprise Edition (J2EE)server. If the product catalog Java Web application can be launched successfully stand alone, then youmust integrate the product catalog Web application into the CRM WebClient UI. Maintain the J2EE Webapplication in Customizing for Define Protocol, Host Name, Port, and XCM Application Configurationunder Customer Relationship Management --> Web Channel --> Basic Settings --> Activate Links fromCRM WebClient UI to Web Channel Applications. You need to define the URL/catalog/cat/webClientEntry.do for the J2EE Web Application key RTCAP. The URL defined is usedto launch the product catalog Java Web application in the CRM WebClient UI.

In addition, you must assign the user to the business role IC_AGENT in the Interaction Centerenvironment. Note that IC_AGENT is the shipped business role for the standard implementation. A newbusiness role can be defined.

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1.7.7 CRM-BTX-ERP BSP for ERP Sales Order

1.7.7.1 Enhancement of ERP Objects (New)

Use

As of SAP CRM 7.0, you can use the Application Enhancement Tool to enhance ERP business objects inCRM. To do so, you either enhance the business objects that were already enhanced in ERP, or you createnew enhancements in ERP.

You can enhance the following ERP business objects:

ERP sales ordersERP quotationsERP quantity contracts

It is a good idea to enhance these business objects if the process variants contract, quotation, and orderare implemented.

In these ERP business objects, enhancements have an effect on both the header level and the item level.

In the view configuration of the Applicaton Enhancement Tool, you configure where your enhancementwill be visible in the CRM WebClient user interface (UI).


To make these settings, log onto the system in the system administration role.


To ensure that the enhancements that you made are visible in the result list, you must change thefollowing Customizing settings:

- Enhance structure IMCL_ERP_EXT_SEARCHRES. In the SAP Easy Access Menu, chooseArchitecture and Technology -> ABAP Workbench -> Development -> ABAP Dictionary orgo to transaction SE11.

- Implement enhancement spot CRM_ERP_EXT_SRCHRES_MAP. In the SAP Easy Access Menu,choose Architecture and Technology -> ABAP Workbench -> Utilities -> Business Add-Ins ->Implementation or go to transaction SE18.

For more information about enhancing ERP objects in CRM, see Customizing for CustomerRelationship Management under Transactions -> Settings for ERP Transactions Maintained viaCRM -> Enhancement of ERP Fields.

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1.7.8 CRM-BTX-SVO Service Processes


Use


- Objects

- Installed bases

- Service orders


- Service contracts

- Complaints

- Returns







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1.7.8.2 Service Level Agreements (Enhanced)

Use

As of SAP CRM 7.0, service level management has been enhanced. Service level management is used todefine, monitor, and control the service level agreements (SLAs) and the related service quality.

SLAs identify the methods of rendering a guaranteed service.

You can use the following new functions with SLAs:

- Associate service level agreements (service profiles and response profiles) to business partners,installed bases (IBases), IBase components, and organizational units, in addition to products andobjects.

- Define SLA determination procedures to automatically assign the correct SLA information such asthe response profile, to a transaction, for example, to an incident, problem, or request for changeservice item.

- Create a customizable access sequence for SLA determination


You can define SLA determination procedures in Customizing for Customer RelationshipManagement under Transactions -> Settings for Service Requests -> Define SLA DeterminationProcedures.

You can define your own logic for determining SLAs by using Business Add-In for SLADetermination (CRM_SLADET_BADI) in Customizing for Customer Relationship Managementunder Transactions -> Settings for Service Requests -> Business Add-Ins.

See also

For a detailed description of the functions available for SLAs, see SAP Library for SAP CustomerRelationship Management in SAP Help Portal at http://help.sap.com.

1.7.8.3 Service Level Metrics (New)

Use

As of SAP CRM 7.0, you can define service level metrics (SLA metrics) for service contracts. An SLAmetric is a criteria negotiated between a customer and their service provider that defines a qualitativetarget that has to be achieved for the service provided.

The following are examples of SLA metrics:

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- The availability of a service provided is set to >= 90% per month

- The planned satisfaction rate for the agreed service is >=85% measured on a quarterly basis

You can do the following with SLA metrics:

- Define measurable values for your SLA metrics

- Define a contract with service items and assign multiple SLA metrics to them

- Measure SLA metrics using external tools to create readings

- In billing, add discounts manually if the agreed-upon SLA metrics were not met

See also

For a detailed description of the functions available for SLA metrics, see SAP Library for SAP CustomerRelationship Management in SAP Help Portal at http://help.sap.com.

1.7.8.4 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New)

Use

As of SAP CRM 7.0, for the following service transactions, when you create a new item, thecategorization and reference objects are automatically inherited from header level to item level.

- Service order quotation

- Service order

- Service confirmation

- Complaint (return, in-house repair)

- Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the headerlevel. If a reference object or categorization is deleted at header level, this reference object orcategorization is also deleted at item level. If a reference object or categorization at item level is changed,the inheritance history is lost.

Inheritance when creating follow-up transactions

If you create a follow-up transaction with categorization and reference objects for one of the transactionslisted above, the reference objects and the categorization are copied to the follow-up transactions. Theinheritance information is also available in these follow-up transactions, which means that changes madeto the reference object or the categorization follow the same system behavior rules as listed above.

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Exception regarding inheritance in the service complaint

If you create a reference object at header level, and a valid product is assigned to that reference object,the system automatically creates an item with this product.

Note

Inheritance of categorization is only possible when the item/ follow-up transaction and theheader/preceding transaction have the same categorization settings set as the default in Customizing.

1.7.8.5 CRM-BTX-SVO-QUT Service Inquiries / Quotations

1.7.8.5.1 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New)

Use



- Service order



- Warranty claim




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Note


1.7.8.5.2 Package Quotations (Enhanced)

Use

As of SAP CRM 7.0 the following enhancements are implemented for package quotations:

Improved User Interaction

You can now filter the item list in a package quotation to show only items of a certain type, such asservice contract items.

The item list in a package quotation is initially displayed as a hierarchy. When you choose All Items orfilter the list for a specific type of item, the items are no longer displayed as a hierarchy.

Availability Information for Sales Items and Service Part Items

When the Items assignment block is filtered to show only sales items or service part items, you candisplay the availability status.

Cumulation of Values

One-time and recurring values are cumulated in the package product (node) items in the Itemsassignment block. Recurring values are only cumulated if the following parameters are identical for therelevant items:

- Contract start and end date

- Settlement period according to the relevant billing plan

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Service Contract Quotation Items

You can now additionally include the following types of service contract quotation items in a packagequotation:

- Usage-based

- Service plan-related

New Fields for Service Contract Quotation Items

In the Items assignment block for a package quotation, the Reference Object and Reference Productfields are now available for service contract quotation items. The entries in these fields correspond to thefirst entries in the Object List assignment block, in the details of the service contract quotation item.

The Reference Object field must be filled manually. The Reference Product field can beautomatically filled with the relevant sales product for the service contract quotation item (and acorresponding entry made in the object list). To enable automatic determination of the relevant salesproduct, the package must be configured as follows:

- The contract product is a package product.

- The sales products are dependent components of the contract product, with the explosion typeObject List.

1.7.9 CRM-BTX-SCO Service Confirmation

1.7.9.1 Service Confirmation - Transaction History (Enhanced)

Use

As of SAP CRM 7.0, the service confirmation was enhanced as follows:

When you release and save a service confirmation with the following item categories, the correspondingfollow-up transactions in the associated SAP ERP system are created as before:

- Service product item (item category SVCP)

- Service part item and sales item (item category SVCM)

- Service expense item (item category SVCE)

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- Tool item (SVCT)

After successful distribution, as of SAP CRM 7.0, depending on item category, you now see thefollowing entries in assignment block Transaction History:

- For service product items, you see transaction Time Sheet.

- For service part items and sales items, you see transaction Goods Movement. You can use links tonavigate to the corresponding Material Document in SAP ERP.

- For tool items and service expense items, you see transaction Controlling Document. You can uselinks to navigate to the corresponding Controlling Document in SAP ERP.

1.7.9.2 Release of Contract and Automatic Triggering of Warranty Start (New)

Use

As of SAP CRM 7.0, there is a new date type in the service confirmation and service contract calledInstalled On (SRV_INST). It controls the following processes:

- Release of contractWhen a service contract is created, initially it has the status In process. For example, after theobject is put into use at the customer site, at item level, you set the Installed On date and save thecontract. This triggers the system to change the status of the contract item to Released andtransfers the date from Installed On to Contract Start. When all the contract items have statusreleased, the system also changes the status of the contract to Released.

- Automatic triggering of warranty startAfter a service employee installs a new object, he or she creates a service confirmation. In theservice confirmation at item level, the service employee enters, among other things, the date withDate Type Installed On, and one or more reference objects that he or she marks as installed. Afterthe service employee changes the status of the confirmation to Completed and saves theconfirmation, the system creates a warranty for each reference object, provided that the followingprerequisites are met:

- Installed On date is set

- Object is installed (corresponding value in field Installation/Dismantle in assignment blockReference Objects)

- There is no customer warranty for the reference object yet

The system uses the reference product that is assigned to the reference object to determine theappropriate customer warranty. Then the system assigns the reference object to all customer

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warranties that are valid on the installation date in the service confirmation.The system sets the Warranty Start date of the customer warranty to the same date as the InstalledOn date.


In Customizing in the standard system, the new Date Type SRV_INST - Installed On is now inCustomizing activity Define Date Types, Duration Types and Date Rules.

In the standard system, in Customizing activity Define Date Profile, this date type is assigned to thefollowing date profiles:

- SRV_HEADER01 - SAP Default Service Activity Header

- SRV_RM_ITEM 1- SAP Confirmation Service Item

- CONT002 - Date Profile for Service Contracts


Use


- Objects

- Installed bases

- Service orders


- Service contracts

- Complaints

- Returns





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Use



- Service order



- Warranty claim






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Note


1.7.10 CRM-BTX-BRQ Billing Request


Use



- Service order



- Warranty claim






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Note


1.7.11 CRM-BTX-WCL Warranty Claim


Use



- Service order



- Warranty claim






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Note


1.7.12 CRM-BTX-COM Complaints / Returns / In-House Repair


Use


- Objects

- Installed bases

- Service orders


- Service contracts

- Complaints

- Returns







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Use



- Service order



- Warranty claim






Note


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1.7.13 CRM-BTX-CTR Contracts

1.7.13.1 Advanced Contract Management - Mass Change Processes (New)

Use

As of SAP CRM 7.0, you can run mass change processes. Mass change processes are only possible forchange processes that were defined at header level. This way, for example, you can change the sold-toparty for multiple service contracts at the same time. The change process does not change the selectedcontracts; instead, it creates new ones.

The following mass change processes are defined in the standard system:

- Change of Sold-To Party

- Contract Renewal - Entire Contract

It is not possible to undo or reverse the execution of a change process.

Following execution, you see the result of the mass change process: contracts for which the change wassuccessful and contracts for which the mass change process could not be used.


You can use transaction Delete Mass Change Processes (transaction CRM_MASS_CP_DEL), which youcan find on the SAP Easy Access screen under Service, to delete the log files of previously executedmass change processes that are no longer needed, effectively freeing up memory space in the database.


To use the mass change processes, in addition to maintaining the Customizing for service contract changeprocess, you must maintain the following settings in Customizing for SAP Customer RelationshipManagement:

- Check that the mass change indicator is set in Customizing forAssign Change Process IDs toTransaction Category.

- Check whether the number range interval 01 is available in Customizing activity Define NumberRanges for Mass Change Processes.

- Define Settings for Mass Change Processes.

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1.7.13.2 CRM-BTX-CTR-SCO Service Contract

1.7.13.2.1 Advanced Contract Management - Controlling Integration (Enhanced)

Use

Previously, actual costs from complaints and returns that are direct or indirect follow-up transactions to aservice contract were transferred to one of the ERP internal orders assigned to the service contract andposted. This only worked if no invoices existed in the chain of follow-up transactions.

As of SAP CRM 7.0, actual costs from complaints and returns are also accounted for if an invoice existsin the chain of follow-up transactions between a service contract and the complaint or return.

1.7.13.2.2 Advanced Contract Management - Product List and Object List(Enhanced)

Use

As of SAP CRM 7.0, the following new functions are available for contract items:

- In the Object List, there is a new button called Proposal for Product List. When you choose thisbutton, the system displays a dialog box that contains the services, service parts, and service partsthat are assigned to bills of materials (BOM) for the row in the object list you selected. You cantransfer these entries into the Product List.

- In the Product List, there is a new button called Price Agreements. When you choose this button,you can simultaneously define price agreements, such as a discount of 100%, for all rows that youselected in the product list at the same time.

See also

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For more information about the BOM download, see release note Replication of Bills of Material (New).

1.7.13.2.3 Advanced Contract Management - Service Agreements (Enhanced)

Use

Up to now, service agreements could be created for a single customers or groups defined by the partnertype.

As of SAP CRM 7.0, there is an additional grouping option available: grouping using the business partnerhierarchy. You can use this option to create a grouping using a hierarchy node or hierarchy tree. The aimis to define assignments for a larger group of customers.

If service orders are created for a customer who is part of the business partner hierarchy tree or nodedefined in the service agreement, the system determines the service agreement and assigns it to theservice order. This way, for example, you could copy the price agreements from the service agreementright into the service order.

In the product list, there is a new button, Create Price Agreement, that you can use to define priceagreements for specific entries.


In Customizing, make the following settings for hierarchy determination:

- In Customizing activity Define Transaction Types, for transaction type service agreement (OASin the standard system), in the Dialog Structure: Definition of transaction types in sectionProfiles, do the following:

- In field Authrzd Hier. Cat. (Hierarchy Category for Authorized Sold-To Parties), enter thepartner hierarchy category that should be used in hierarchy determination.

- In field Partner Determ.Proc. (ID of a Partner Determination Procedure), select a procedurethat is assigned to function category 0019 Auth. Partner: Sold-to Party by way of thepartner function. This assignment looks like this in the standard system:In field Partner Determ.Proc. (ID of a Partner Determination Procedure), the value00000107 - Outline Agreement Header is assigned to the transaction type for serviceagreement.The Function (Partner Function) 0121 Authorized Sold-To Party is assigned to thispartner determination procedure in Customizing activityDefine Partner DeterminationProcedure in section Partner Functions in Procedure.The value 0019 Auth. Partner: Sold-to Party is assigned to this partner function as aFunction category in Customizing activity Define Partner Functions.

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- For the transaction types for which a service agreement determination should occur, such as serviceorders (SRVO), service confirmations (SRVC) or complaints (CRMC), select value B AuthorizedPartners According to Group Hierarchy in field Search Auth. Partner (Authorized Partnersin Contract Search), which you can find in Customizing activity Define Transaction Types in theDialog Structure: Definition of transaction types in section General. You can also select valueC Authorized Partners According to List and Hierarchy, if normal business partnersentered as Authorized Partners in the service agreement should also be considered in thedetermination.Ensure that a service agreement determination takes place by selecting an appropriate value in fieldAgreement Determin. (Agreement Determination). In addition, copy control must also be set up.

To trigger a dialog box with the exploded business partner hierarchy node when you create a serviceorder as a follow-up transaction from the service agreement, make the following settings in Customizing:

- In Customizing activity Define Transaction Types in the Dialog Structure: Definition oftransaction types, for each transaction type for which service agreement determination shouldoccur, check the value in section Profiles, field Partner Determ.Proc. (ID of a PartnerDetermination Procedure). In Customizing for the standard system, this value is 00000006 - SAPService Header.

- In Customizing activity Define Partner Determination Procedure, for example for PartnerDetermination Procedure 00000006 - SAP Service Header, in section Partner Functions inProcedure for the Function (Partner Function) 00000001 Sold-To Party, in field Accesssequence, select value 0122 - Preceding Document With Hierarchy ExplosionRelease-Authorized Sold-To Party.

1.7.13.2.4 Advanced Contract Management - Contract Renewal (New)

Use

As of SAP CRM 7.0, there is a new process that you can use to automatically renew contracts that willexpire soon. The process runs as follows:

1. Use the Mass Change Service Contracts search to find contracts that are about to expire, andselect the desired contracts.

2. The contracts selected in step one are extended by a certain amount of time using the mass-changeprocess Contract Renewal - Entire Contract (CRNH).

3. For customer confirmation, the system uses action Service Contract Quotation Action(SRV_CONT_QUOT_HEADER) to generate service contract quotations, which are sent tocustomers via e-mail as interactive forms (Adobe).

4. Customers accept the service contract quotations by sending the confirmation of the quotationacceptance to the CRM system via e-mail.

5. The action Accept Service Contract Quotation (SRV_CONT_QUOT_ACCEPT) creates newcontracts with the items from the quotation that have status Released.The CRM system automatically updates the service contract quotation with the customer'sconfirmation and uses action Accept Service Contract Quotation

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(SRV_CONT_QUOT_ACCEPT) either to generate a new service contract or to update the existingservice contract.


- In the standard system, you find Customizing for the e-mail form in Customizing activity MaintainAttribute Contexts for Mail Forms. The Attribute Context is SRV_CONT_QUOT_NOTIFY andthe Structure is CRMS_SRV_CONT_QUOT_FIELDS.

- Create a mail form using the new attribute context.

- Create a PDF template using the Acrobat Designer.

- Generate Web services that transfer the quotation data into the PDF form and the quotationacceptance into the CRM system.

- In the standard system, in Customizing activity Define Status Profile for User Status, you will find anew status profile, Service Contract Quotation Hdr (SV_CT_QT).Assign this status profile to your transaction type for service contract quotations in Customizingactivity Define Transaction Types.

- In the standard system, in Customizing activity Define Action Profiles and Actions, you will find anew action profile, Service Contract Quotation Action (SRV_CONT_QUOT_HEADER) withtwo Action Definitions:

- Service Contract Quotation Notify (SRV_CONT_QUOT_NOTIFY)

- Accept Service Contract Quotation (SRV_CONT_QUOT_ACCEPT)Do the following:

- Assign this action profile to your transaction type for service contract quotations inCustomizing activity Define Transaction Types.

- Edit the processing time and schedule conditions and start conditions of the actions, so that theactions can be carried out by the system at the desired time:Service Contract Quotation Notify: For example, the processing time when the transaction issaved; condition: system status ReleasedAccept Service Contract Quotation: For example, processing time when the transaction issaved; condition: user status Accepted

- Add the parameters for the definition of Service Contract Quotation Notify(SRV_CONT_QUOT_NOTIFY).Meaning of parameters:- MAIL FORM - ID of the e-mail form- ADOBE_PDF_TEMPLATE - ID of the PDF template- QUOT_SENT_STATUS - User status that the quotation receives after sending- RECIPIENT_PDF - Partner function in which the e-mail address is determined- REPLY_EMAIL - Central e-mail address for customer replies

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1.7.13.2.5 Advanced Contract Management - Service Contract Template (New)

Use

As of SAP CRM 7.0, you can create service contract templates, which serve as templates when you createsingle contracts or service contract quotations. The following methods are available for creatingtemplates:

- Creating a new template from scratch

- Copying an existing contract or service contract quotation as a follow-up

- Copying an existing template from the result list

1.7.13.2.6 Release of Contract and Automatic Triggering of Warranty Start(New)

Use




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The system uses the reference product that is assigned to the reference object to determine theappropriate customer warranty. Then the system assigns the reference object to all customerwarranties that are valid on the installation date in the service confirmation.The system sets the Warranty Start date of the customer warranty to the same date as the InstalledOn date.







1.7.13.2.7 Service Contracts and Usage-Based Service Contracts (Enhanced)

Use

As of SAP CRM 7.0, the service contract and the usage-based service contract were enhanced as follows:

Enhancement of Service Contracts

- You can create quantity or value contract items and service contract items together within oneservice contract quotation or within one service contract.

- You can make changes to service contracts using change processes. For more information aboutchange processes, see Contract Change Processes (Enhanced). You can also still make changesmanually, as before. If you no longer want to allow manual changes, you can limit theready-for-input status of certain fields by using Customizing.

- You create a service contract from a service contract quotation using the new button Accept insteadof the button Create Follow-Up.The result is a consistent procedure for users to accept quotations, regardless of whether contract

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quotations were created from scratch or resulted from change processes.Another advantage is that cancellations can be executed using the change process Cancel COA.

- You can create a new object at header level for an item by using the new button Create Object, orby using field Reference Object ID . The system automatically enters the new object or anassigned object in the object list at item level in the top position. If you were to create another objectfor the same item or assign an existing object, the object in the topmost position in the object listwould be overwritten.If you navigate to item level, you can assign other objects in the object list or create new objectsusing the new button Create Object.

Enhancement of Usage-Based Service Contracts

- You can create service plan items as subitems of the usage-based service contract item.

- You create a usage-based service contract from a usage-based service contract quotation by usingthe new button Accept. A usage-based contract can still be generated as before from a quotation byusing scheduled action UBB: Generate Certificate of Acceptance in Background.The new button results in a consistent procedure for users to accept quotations, regardless ofwhether there were initial contract quotations or contract quotations that resulted from changeprocesses.

- You can create a new object at header level for an item by using the new button Create Object, orby using field Reference Object ID . The system automatically enters the new object or anassigned object in the object list at item level in the top position. If you were to create another objectfor the same item or assign an existing object, the object in the topmost position in the object listwould be overwritten.You can still create the object as a subitem of a usage-based contract item, as before. Werecommend no longer using this procedure, however.

- As of SAP CRM 7.0, a contract in which all items have status Released is activated automatically,which makes it available for follow-up processes.You can set up the system so that contracts whose items all have system status To Be Released(I1157) are released and activated with a background action.The previous separation of release and activation no longer exists.


- You can use Customizing activities Define Change Level and Specify Whether Fields Are Ready forInput Dependent on Status to prevent entries in certain fields of a service contract, depending on astatus.

- To be able to use system status To Be Released, in Customizing activity Define Status Profile forUser Status, you must either create or change a corresponding Status Profile according to thefollowing:Between the status with assignment INPR (Edit) in field Trans. (CRM: User Status TriggersBusiness Transaction) and the status with assignment RELE (Release) in field Trans. create a lifecycle status called, for example, To Be Released and assignment FREL in field Trans.

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Business transaction FREL is assigned to status I1157 - To Be Released; the action for automaticrelease and activation of the contract can react to this status.Then, double-click on your new life cycle status and on screen Change Status Profile:Transaction Control, create a row with value For Release: Set in field Business Transactionand choose Set and No influence.

1.7.13.2.8 Search Driven by Serial Numbers

Use


- Objects

- Installed bases

- Service orders


- Service contracts

- Complaints

- Returns







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1.7.13.2.9 CRM-BTX-CTR-SCO-CHP Change Processes

1.7.13.2.9.1 Contract Change Processes (Enhanced)

Use

As of SAP CRM 7.0, change processes are no longer offered only for usage-based service contracts, butfor service contracts as well. The following existing change processes available for usage-based servicecontracts are also valid for service contracts:

- On item level:

- Contract Renewal - One Item Only

- Cancel last Change Process

- Cancel COA

- Change of Other Partners

- Stop Billing

- Resume Billing

- Change of Service Product

- Contract Termination

- On header level:



Additionally, the following new change processes are available at item level:

- Change of Quantity/ValueYou can use this change process to change the quantity or the value of contract items.

- Change of SLAYou can use this change process to change the service profile or response profile.

Change processes are defined either for header level or item level.

All change processes that are executed at item level can be triggered at header level. The system thenproposes all appropriate items.

If a change process results in copying an item that has a service planning item as a subitem, the planningitem is also copied.

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You find the standard Customizing under Customer Relationship Management -> Transactions ->Settings for Contracts Additional Settings for Service Contracts -> Change Processes.

See also

Advanced Contract Management - Mass Change Processes (New)

1.7.13.3 CRM-BTX-CTR-UCO Usage-Based Service Contract


Use





- You create a service contract from a service contract quotation using the new button Accept insteadof the button Create Follow-Up.The result is a consistent procedure for users to accept quotations, regardless of whether contractquotations were created from scratch or resulted from change processes.Another advantage is that cancellations can be executed using the change process Cancel COA.




- You create a usage-based service contract from a usage-based service contract quotation by usingthe new button Accept. A usage-based contract can still be generated as before from a quotation byusing scheduled action UBB: Generate Certificate of Acceptance in Background.

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The new button results in a consistent procedure for users to accept quotations, regardless ofwhether there were initial contract quotations or contract quotations that resulted from changeprocesses.





- To be able to use system status To Be Released, in Customizing activity Define Status Profile forUser Status, you must either create or change a corresponding Status Profile according to thefollowing:Between the status with assignment INPR (Edit) in field Trans. (CRM: User Status TriggersBusiness Transaction) and the status with assignment RELE (Release) in field Trans. create a lifecycle status called, for example, To Be Released and assignment FREL in field Trans.Business transaction FREL is assigned to status I1157 - To Be Released; the action for automaticrelease and activation of the contract can react to this status.Then, double-click on your new life cycle status and on screen Change Status Profile:Transaction Control, create a row with value For Release: Set in field Business Transactionand choose Set and No influence.

1.7.14 CRM-BTX-COI Controlling Integration

1.7.14.1 CRM-BTX-COI-SRV Controlling Integration Service

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1.7.14.1.1 Costs of Materials and Services (New)

Use

As of SAP CRM 7.0 you can retrieve planned costs from SAP ERP for services, service parts, tools, andsales products that have been replicated from SAP ERP. This function is supported as of SAPenhancement package 4 for SAP ERP 6.0.

You can display costs from SAP ERP in the following business transactions:

- Service order quotations

- Service orders

- Billing requests

- Sales order quotations

- Sales orders

You can also set up pricing in SAP CRM to calculate margins, based on the planned costs from SAPERP.

Cost elements from SAP ERP are shown in the Price Details assignment block, on header and item levelof a business transaction. If you want to display costs and a margin in the Price Totals assignment block,you need to configure the UI component CRMCMP_PRC to include the relevant fields.

If costs change in SAP ERP, you can trigger repricing from the edit view of the Price Details assignmentblock to show the new costs.

No currency conversion takes place for costs. Costs are displayed in SAP CRM in the businesstransaction currency.


Mapping SAP ERP Pricing to SAP CRM Pricing

You need to make the following settings in order to map SAP ERP pricing to SAP CRM pricing:

1. Create a condition function with the target field COST_AMOUNTYou do this in Customizing for Customer Relationship Management under Transactions ->Settings for Contracts -> Additional Settings for Service Contracts -> Settings forUsage-Based Service Contracts -> Pricing -> Define Condition Functions.

2. Download condition types (and optionally pricing procedures) from SAP ERPCondition types with the condition category Q (Costing) are downloaded. In SAP CRM, the datarecord source is automatically set to Q (CRM: Pricing), and the condition function that you havedefined for costs (see previous step) is set.

3. Create pricing procedures in SAP CRM if you did not download them from SAP ERP

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You do this in Customizing for Customer Relationship Management under Basic Functions ->Pricing -> Define Settings for Pricing -> Create Pricing Procedure, on the Control Datascreen. Assign the condition type that has been downloaded from SAP ERP and select theStatistical checkbox so that the planned costs are not included in the net value.If you want to display a margin, enter a line for this and define how the value is calculated (forexample, as the difference between net value and costs).

4. Assign the pricing procedure to the relevant business transaction types in the business transactioncategory Sales.

Determination of Relevant SAP ERP Material Prices

In SAP ERP, costs are determined from prices that are defined for materials and services on plant level.You enable the system to determine the plant through your organizational data. SAP CRM determines theplant from the relevant organization as follows:

- In service transactions, from the assignment of service organizations to plants in Customizing forCustomer Relationship Management under Master Data -> Organizational Management ->Cross-System Assignment of Organizational Units -> Assign Plant and Storage Location toService Organizational Units.

- In sales transactions, through the business partner with the partner function Vendor in thetransaction.The assignment of business partners to plants takes place in SAP ERP. When you replicate businesspartners to SAP CRM, this assignment is also transferred.

1.7.15 CRM-BTX-ESA ESA Services for Business Transactions

1.7.15.1 Enterprise Services in CRM (New)

Use

As of SAP CRM 7.0, new service operations are available in the following process components:

- Activity Management

- Business Partner Data Management

- Campaign Management

- Channel Partner Request Processing

- Customer Complaint Processing

- Customer Invoice Processing

- Customer Quote Processing

- Customer Rebate Processing

- Human Capital Master Data Management

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- Identity Management

- Installed Base Data Processing

- Lead Processing

- Measurement Master Data Management

- Opportunity Processing

- Organisational Management

- Price Master Data Management

- Product Catalogue Authoring

- Product Configuration Management

- Product Data Maintenance

- Product Marketing

- Sales Contract Processing

- Sales Order Processing

- Service Confirmation Processing

- Service Contract Processing

- Service Order Processing

- Service Order Quotation Processing

- Territory Management

The XI content for the enterprise services is available in the namespaces http://sap.com/xi/CRM/Global2and http://sap.com/xi/CRM/SE under SAP CRM ABAP 7.0.


You make the Customizing settings required for enterprise services in Customizing forCross-Application Components under Processes and Tools for Enterprise Applications ->Enterprise Services.

1.7.16 CRM-BTX-GWI Groupware Integration (Client)

1.7.16.1 Client-Based Groupware Integration (Enhanced)

Use

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As of release CRM 7.0, client-based groupware integration supports new toolbars in Microsoft Outlook toenhance the synchronization feature. With this release you can:

- Trigger groupware synchronization from windows desktop or programs menu

- Assign SAP CRM data such as account, contact, employee responsible, and reference document toappointments and tasks and transfer them directly to SAP CRM from within your groupwareenvironment

- Access SAP CRM data within your groupware environment and view selected SAP CRM data usinga hyperlink. You can configure and customize to restrict the data available to users

- Work offline in the groupware environment and display SAP CRM data. Integration with SAP CRMis only possible in an online mode


On installing the plug-in on your desktop for Microsoft Outlook, a new button Relate to SAP CRM isavailable in your appointment, task, and contact toolbars.


To enable you to control account and contact creation through groupware based on the logged-in user#sbusiness role, you must add the following parameters in Customizing for Customer RelationshipManagement under CRM Middleware and Related Components -> Settings for Client-basedSynchronization

Parameter Field Value Purpose

BLOCK_CONT_NEW_<ROLE> X To block creation of newcontacts. This will also block associated actions of creating an account as well as adding anaddress to an existing account

BLOCK_ACNT_NEW_<ROLE> X To block creation of newaccounts

BLOCK_ACNT_ADDR_NEW_<ROLE> X To block creation of a newaddress for an existing account

BLOCK_CONT_WO_ACNT_RELN_<ROLE> X To block creation of contactswith only home information (address, communication) available, when account creation isblocked (This flag is used in conjunction with BLOCK_ACNT_NEW <ROLE>)

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1.7.17 CRM-BTX-KA Knowledge Article

1.7.17.1 Knowledge Articles (New)

Use

As of SAP CRM 7.0, you can use knowledge articles with sales, marketing, and service processes in theInteraction Center (IC) WebClient and CRM WebClient UI. Knowledge articles are an integral functionof knowledge management, and are used to store and retrieve information. For example, a sales managercan include a product specification as a knowledge article that an IC agent can easily retrieve forassistance during a sales order.

The knowledge articles base is the default knowledge base delivered in the standard system and allowsyou to do the following:

- Create your own knowledge articles either manually or from an existing template

- Add short text notes and attach documents to knowledge articles

- Attach the following to knowledge articles:

- Object

- Product

- Installed Base (IBase)

- Case

- Business Partner

- Category

- Campaign

- Add knowledge articles to a transaction, for example, incident or problem

- Search for knowledge articles efficiently using a full-text search by, for example, keyword, status,or description

In the interaction center, you can add knowledge articles to the cart to e-mail them as PDF attachments.For example, an IC agent can e-mail a knowledge article to a customer, who can then print it.


A new transaction type is available for knowledge articles (KNAR).

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You can define settings for knowledge articles in Customizing for Customer RelationshipManagement under Master Data -> Knowledge Articles.

See also

IT Service Desk (New)

IT Service Management (New)

Service Request Management (New)

1.7.18 CRM-BTX-SRQ Service Request

1.7.18.1 IT Service Management (New)

Use

As of SAP CRM 7.0 you can run IT service management (ITSM) processes that allow you to manageyour IT infrastructure in accordance with IT Infrastructure Library (ITIL) best practices.

The following processes are supported:

- Incident managementIncludes detecting, classifying, and resolving incidents in an organization. Incidents are events thatare not part of the standard operation of a service and that interrupt or reduce the quality of thatservice.

- Problem managementInvestigates the underlying cause of incidents and minimizes the effect of defects in services,defects within the IT infrastructure, human errors, and external events.

- Change managementHandles changes to the IT infrastructure or any aspect of services in a controlled manner, enablingapproved changes with minimal disruption.

- Service level managementResponsible for the definition and control of the services that the IT organization offers andperforms for its customers.

- IT object managementAccounts for the IT infrastructure items within the organization that are relevant for efficientincident, service request, problem and request for change processing.

Predefined Transaction Types

The following transaction types are defined specifically for ITSM though they can be used as a basis forother service request-related transactions you may create.

- ITIN - Incident

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- ITPR - Problem

- ITCH - Request for Change

Generic Functions for Incident, Problem, and Request for Change

ITSM uses all of the new functions available in service request management and knowledge articles inaddition to some specific functions listed below.

Specific Functions for Incidents

Incident processing can be integrated with SAP Solution Manager Service Desk, with SAP CRMconfigured as the central service desk for all incoming IT requests. If an incident is related to a SAPapplication-related issue, it can be transferred from the SAP CRM to the SAP Solution Manager servicedesk.

Specific Functions for Problems

You can link incidents to a problem, which becomes a master ticket, and therefore minimizes individualincident administration. When problems are updated, all of the locked incidents can be updated.

Specific Functions for Requests for Change

Approval procedures are integrated with requests for change. A standard SAP Workflow template isavailable to inform the appropriate persons or groups that their approval is required for the request forchange.

Roles

The following new roles are available for ITSM:

- IT Service Desk Agent - IC_ITSDAGENT

- IT Service Professional - ITSERVICEPRO

- IT Service Requester - ITSERVREQU

Integration with Interaction Center

The ITSM processes also run in the Interaction Center where integration to multiple communicationchannels is provided, for example, telephony integration, e-mailing, fax, and internet chat.

See also



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Approvals (New)

Multilevel Categorization (Enhanced)

IT Infrastructure Item Objects (New)

Objects (Enhanced)

Knowledge Articles (New)

For a detailed description of the functions available for IT Service Management, see SAP Library forSAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

1.7.18.2 Service Request Management (New)

Use

As of SAP CRM 7.0, you can manage service request processes that reliably submit, dispatch, approve,monitor, and deliver requests for service by your customers.

Service requests can be used internally by companies where a department delivers services, for example,in shared service center scenarios, as well as in external customer-facing scenarios.

Service requests can be logged through a service desk, directly by the service personnel, or by the usersthemselves into the system and then, if necessary, can be dispatched to the appropriate personnel forapproval and service delivery.

Service request processing can be monitored and detailed analyses can be performed, for example, toensure customer satisfaction and evaluate the performance of your service organization.

The following new functions are available:

- Expanded capabilities of multilevel categorization to quickly and accurately categorize your servicerequests and, for example, to automatically determine service products based on the selectedcategorization.

- Ability to classify transactions based on their urgency and impact to determine their recommendedpriority, which allows for accurate processing in accordance with agreed-upon delivery times

- Automatic calculation of the time spent on each stage of service request processing

- Automatic determination of service level agreements (SLAs) to transactions based on determinationprocedures

- Predefined templates to facilitate the entry of commonly reported requests

- Ability to assign several transactions to another transaction which becomes a master ticket, so thatthe service team can handle the master ticket and not have to administer each individual transaction

- System proposal of related transactions to quickly determine relationships between transactions

- Integration with knowledge articles that provide accurate solution descriptions to solve issueseffectively

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- Integrated approval procedures, especially for requests for change, to enable controlled processingof all required approval steps

- Integrated escalation that uses e-mailing and SAP Workflow options to ensure that all involvedparties get the required information about the transaction status in time

- Customizable processing log that presents changes made to a transaction in a structured manner

- Integration to SAP NetWeaver Business Intelligence to provide detailed content for extensiveanalyses

- Optional integration into standard SAP processes such as billing and controlling


There is a new node for the Customizing activities related to service requests under CustomerRelationship Management ->Transactions -> Settings for Service Requests.

There is a new node for the Customizing activities related to approvals under Customer RelationshipManagement -> Transactions -> Basic Settings -> Approval Settings.

There are two new Customizing activities related to multilevel categorization under CustomerRelationship Management -> CRM Cross-Application Components -> Multilevel Categorization:



There is a predefined transaction type named Service Request (SRVR) provided in the standard delivery.You can use this as a base to customize your service request-related transactions.

See also



Approvals (New)



Objects (Enhanced)


For a detailed description of the functions available for Service Request Management, see SAP Libraryfor SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

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1.8 CRM-CM Case Management

1.8.1 Investigative Case Management (New)

Use

As of SAP CRM 7.0, investigative case management (ICM) supports intelligence and law enforcementagencies during their security-related investigative activities.

These activities include the following:

- Processing incidents into leads and coordinating investigative tasks

- Initializing, prioritizing and categorizing of cases on the basis of incoming calls or leads that areentered in the system

- Managing electronic records and files

- Managing activities and resources

- Evaluating the reliability of collected data and the sources that have provided it

Using the functions available, you can do the following:

Create Incidents, Leads and Cases

Incidents enable you to record events for auditing purposes, for example, information received by ananonymous phone call. Leads contain the initial data related to an incident. If the investigation of a leadestablishes that a crime has occurred, a case can be created.

Coordinate Activities

Worklists structure and coordinate activities (for example, the interrogation of a witness or a surveillancedetail) that are assigned to individuals or teams.

Create Objects

You can create objects to record the physical attributes of non stationary items (for example, a car, boat,or weapon) that are relevant to investigative activities.

Create Locations

You can create locations to record the details of places that are relevant to investigative activities. Forexample, a crime scene at the corner of King street and Duke avenue or the bench by the Nelson statue inHide Park.

Create Relationships

You can create relationships between entities to create associations that are relevant to investigativeactivities. For example, a stolen car that is involved in a bank robbery has a relationship to two separate

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cases: the theft of the car and the bank robbery.

Identify and Manage Persons and Organizations Involved in an Investigation

- Members of the law enforcement agency performing the investigation:

- User and role-based authorizations can be assigned to restrict the viewing and editing ofentities.

- Individuals, groups, or organizations, for example, victims, witnesses or suspects:

- Build profiles, including physical description, other names used, addresses and possiblewhereabouts, identification credentials, relationships with other individuals and criminalorganizations, and previous convictions.

- Expunge data or relationships to other entities.

For more information, see SAP Library for SAP Customer Relationship Management in SAP Help Portalat http://help.sap.com.


You can define settings for ICM in Customizing for Customer Relationship Management underIndustry-Specific Solutions -> Public Sector -> Investigative Case Management.

1.9 CRM-ISA Internet Sales

1.9.1 CRM-ISA-BAS Shopping Basket and Order Entry

1.9.1.1 Creating ERP Sales Orders Through CRM Web Channel (New)

Use

As of SAP CRM 7.0, you can customize Web Channel to create either a CRM or an ERP sales order. Inthis new ERP sales order scenario, the Web shop, product catalog, and marketing capabilities of CRM areenabled and used to create the ERP sales order. When the Web shop user adds items from the CRMproduct catalog, there is no creation or replication of the order in CRM. Pricing is retrieved from the ERPsystem and the order is created directly in ERP.

This function is available for the B2B scenario.

Contract creation through the Web shop is not supported.

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Prerequisites

You have set up the Web Channel application to access ERP and CRM simultaneously. For more details,see the configuration documentation.

See also

For more Release Note information about Web Channel, see Entering ERP Transactions in CRM.

You configure the Extended Configuration Management (XCM) for Web Channel in SAP SolutionManager at Basic Settings for CRM Web Channel -> General Settings for CRM Web Channel ->Configuring Web Application.

1.10 CRM-RPL Resource Planning for PersonnelResources

1.10.1 CRM-RPL-SRV Service Resource Planning

1.10.1.1 Changes to Customizing Structure for Workforce Deployment

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> WorkforceDeployment -> General Settings for Service Resource Planning has changed as follows:

- The section Assignments has been added.

- The activity Schedule Items Automatically has been moved from section Scheduling Engine tosection Assignments.

- The activity Integrate External GIS has been added.

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1.10.1.2 Service Resource Planning (Enhanced)

Use

As of SAP CRM 7.0, the following features in service resource planning for service order-basedscheduling have been enhanced or added.

Assignments

- Automatically resolve assignment conflictsAssignment conflicts caused by changes in time allocations can now be automatically resolved withthe function Resolve Assignment Conflicts.When clicking the corresponding button, the system deletes assignments and reassigns servicedemands as necessary.

- Separate assignment list and time allocation listYou can now display an assignment list and a time allocation list per employee on a separate page inthe SAP CRM WebClient UI. You have the following options:

- Display assignment list per employee

- Change assignment status

- Navigate from assignments to the corresponding service order, and create a follow-up serviceconfirmation from there

- Display time allocation list per employee

- Maintain time allocations

- Mass change of assignment statusesAssignment statuses can now be automatically set using a combination of a program andCustomizing entries.

- Automatic sending of e-mails to resourcesYou can now automatically trigger the sending of assignment information e-mails to thecorresponding resources via SAPconnect. The sending of e-mails is triggered by the assignmentstatus defined by you in Customizing. The sending of e-mails is triggered regardless of whether thestatus has been set manually or automatically.You can attach SAP Interactive Forms by Adobe or Microsoft Word files to the e-mails. You could,for example, enable the resources to confirm services using an SAP Interactive Form by Adobe.This function is available for internal and external resources.This new e-mail function is independent of the existing groupware integration triggered by settingthe flag Groupware Relevance under General Data in the service arrangement. It is alsoindependent of the existing option of manually sending an e-mail to an employee via NotifyResource in the Action column of the assignment list.

- Color code in Gantt chartYou can now define colors for use in the Gantt chart, and use these colors to illustrate the variousassignment statuses, such as Informed or At Customer Site. For each assignment status, you canassign a color for past, present, and future assignments.

Appointment Scheduling

Appointment scheduling enables you to arrange with your customers when the service employee will

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arrive at their premises to perform the required service. Appointment scheduling is performed at itemlevel.

As soon as you have arranged the appointment with a customer, the system reserves the period in thescheduling engine, in accordance with the duration planned in the service process item.

In addition to the existing appointment scheduling function in E-Service and in the Interaction Center(IC) WebClient, appointment scheduling is now also available for back office processing in the CRMServer. This is relevant for the service order and in-house repair order, for example.

Service Demands

- You can now display the assignments for a specific demand in the resource planning application.

- A selected demand is now automatically deselected as soon as an assignment has been made and thedemand staffing level is on Staffed or Overstaffed.

Time Allocations

The assignment block Time Allocations has been added to the service resource planning application.

Integration of Geographical Information System (GIS)

You can now use a third-party GIS solution with service resource planning in SAP CRM.

GIS solutions can add the following important services:

- Geocoding

- Street-level routing

- Travel time calculation

- Graphical map display


In order to use the new and enhanced functions in SAP CRM service resource planning, you have tomake the following settings in Customizing for Customer Relationship Management:

- To use the function for automatically changing assignment statuses, you have to make the settings inCustomizing activity Define Assignment Status Change.Moreover, you have to use program Assignment Status Change. You can access the program inthe Customizing activity Change Assignment Status.

- You define the automatic sending of e-mails to resources in Customizing activity Define E-MailSettings.

- You configure the color coding for the Gantt chart in Customizing activity Define Status Colors forGantt Chart.

- In order to use appointment scheduling, you have to make the settings in the existing Customizingactivity Manage Parameters for Appointment Scheduling.

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- In order to integrate a third-party GIS provider, you have to make the settings in Customizingactivity Define GIS Provider.

1.11 CRM-MKT Marketing

1.11.1 Changes to Customizing Structure for Marketing

Use

In SAP CRM 7.0 the Customizing structure under Marketing has changed as follows:

- The section Loyalty Management in BBPCRM is new.

- In the section Product Proposals, the subsection IC Settings with the activities ConfigureDisplay Characteristics in Agent Profile and Assign Product Proposal has been removed. Thesettings made in this section were relevant only for the Interaction Center WinClient, which is nolonger supported.

1.11.2 Enhanced High-Volume Capabilities for Marketing (New)

Use

As of SAP CRM 7.0, you can use enhanced high-volume capabilities in the areas of external listmanagement, segmentation, and campaign execution. Typical uses for these capabilities are promotionalcampaigns, newsletters, and product announcements.

External List Management

Marketing prospect is a new object created in SAP CRM by uploading an external list. It is a newcategory of mapping formats added to support the upload of high volumes of address data in an efficientmanner. In the mapping formats application, you can group and display fields related to a marketingprospect using marketing attributes or address data as filter criteria. You can also create target groupsfrom these marketing prospects.

To avoid timeout, which is a common occurrence while uploading high volumes of data from a local PC,the file upload function of external lists has now been enhanced with the option of uploading address filesfrom the SAP CRM Application Server (Click Select Server File). It is recommended to upload large

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files from the server even though it can still be done from a local PC (Click Select Client File).

Segmentation

Completely Revised Graphical Modeling

The graphical modeling of segments has been completely revised and better adjusted to meet the specialrequirements of segmenting high volumes of business partners.

The graphical modeling is now performed step-by-step using a hierarchical structure. New icons give abetter overview of which actions have been performed in the modeling. The AND/OR filter selection nowhas a distinctly more intuitive layout, and the rejoining or removal of target groups, as well as theformation of intersections, is easier to follow in the segmentation model.

You can now define target groups without generating them. It is possible to define target groups in thesegmentation model, but to generate the target group at a later point in time, or even at regular intervals.Via the generation of a segmentation model, multiple target groups within the segmentation model can begenerated at the same time.

Note that the previous method of graphical modeling is still available for smaller data volumes, as well asfor business partners with relationships, for object segmentation, and product segmentation.

Changed Terminology

In connection with the new graphical modeling interface, the terminology within segmentation was alsochanged. Segmentation now takes place using segmentation models and segments, which correspondapproximately to the former terms profile sets and profiles.

Dynamic Segmentation Basis

The segmentation basis is no longer a static list of business partners, but simply a combination of filters -you can model and save it just like a segment.

New Data Source "File Import"

As part of the improved integration of segmentation with the TREX server, you can now define a CSVfile as a data source for segmentation. This significantly improves the use of high volumes of data fromSAP NetWeaver Business Intelligence as a basis for segmentation.

Campaign Execution

You can execute campaigns with high volumes of business partners or marketing prospects.

For mail forms, we deliver two new attribute contexts: Internet Mail (High Volume) and File Export(High Volume). In addition, we provide a new function to preview the personalized mail before sendingit.

For campaigns, we deliver two new communication channels: High Volume E-Mail and High VolumeFile Export. With these communication channels, you can export data to third-party mail servers andtools as CSV files, or to specialist letter shops or similar as CSV or XML files.

During campaign execution, you can benefit from parallel processing of target groups. We deliver a newexecution monitor to give you details on the status of the processing. Additionally, you can get anoverview in your high-volume campaign of the number of contacts you have made with business partnersor marketing prospects.

Typical uses for these capabilities are promotional campaigns, newsletters, product announcements, and

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event flyers.


Campaign Execution

Note that for high-volume campaigns, you cannot use some features such as relationship determination,standard communication method, attached content in e-mails, conditions in mail forms, and sender andreply-to addresses on your SAP server. High-volume personalized mail contains links to, for example,pictures, rather than attaching them in the e-mails. On executing a campaign, you can define whether thesystem checks the correspondence language of your business partners, or simply uses a defined language.



To use the enhanced high-volume capabilities in external list management, you make Customizingsettings in Customer Relationship Management under Marketing -> External List Management.

Segmentation

To use the enhanced high-volume capabilities in segmentation, you make settings in the followingCustomizing activities:

- Define Delta Source Objects for High Volume Segmentation

- BAdI: Determine Bus. Partners for Delta Source Objects in High Volume Segmentation

Campaign Execution

To use the enhanced high-volume capabilities in campaign execution, you make settings in the followingCustomizing activities:

- Define Types/Objectives/Tactics

- Define Communication Medium

- Make Settings for Parallel Campaign Execution

- Define File Export Variants

- BAdI: Define Outbounds for High-Volume Campaign Execution

1.11.3 CRM-MKT-MPL Marketing Planner

1.11.3.1 Business Add-Ins for Marketing (Enhanced for SP01)

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Use

As of SAP CRM 7.0 SP01, you can use two enhanced Business Add-Ins (BAdIs) when working withtrade promotions:

- BAdI: Marketing Project Fund Determination

- BAdI: Additional Marketing and Assignment Checking and Controlling Options

BAdI: Marketing Project Fund Determination(CRM_MKTPL_MKTPROJ_ENHANCEMENT)

In previous releases, you could only use this BAdI to filter the list of funds provided by and used by funddetermination. An additional method has been added and the original method has been enhanced to allowyou to do the following:

- Filter the list of funds provided by fund determination

- Override the list of funds provided by fund determination based on user-defined values

See the BAdI documentation for more details.

BAdI: Additional Marketing and Assignment Checking and Controlling Options(CRM_MKTPL_OL_ASG)

The functions performed by this BAdI were performed by standard system functionality and have nowbeen transferred to the BAdI implementations so that you can deactivate them if you want to bypass thechecks. If you deactivate the BAdI implementations, then you can add off-invoice trade spends that havestart dates in the past. For trade spends of type rebate (fixed and variable), this has always been possible.

You can use the following two new BAdI implementations to perform checks on products and tradespends in trade promotions:

- CRM_MKTPL_OL_ASG_TPM_EFFDATES

- CRM_MKTPL_OL_ASG_TPM_TRDSPEND

These implementations are activated by default.

With the standard implementations of the BAdIs, an error is raised if you do the following:

- Add a new off-invoice trade spend whose start date is in the past to a promotion that started in thepast.For example, Promotion A was released on March 1, 2008 and runs from May 1, 2008 to May 31,2008. One trade spend is assigned to this promotion and the trade spend dates are from May 1, 2008to May 31, 2008. On May 15, 2008, the promotion is edited, and a second trade spend is added.With the standard implementation of the BAdIs, this is allowed as long as the start date of thesecond trade spend is later than May 15, 2008. However, if its start date is set to May 1, 2008, thenan error is raised.

- Add a new product to the trade promotion and set its effective start date in the past when anoff-invoice trade spend that starts in the past is already assigned to the trade promotion.##If thetrade spend does not have dates, the buying dates are used to perform the check instead. If thebuying dates are not defined, then the planning dates are used.

- Change the start date of an existing off-invoice trade spend to a date in the past

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- Set an effective start date in the past for an existing product when an off-invoice trade spend thatstarts even earlier is already assigned to the trade promotion

Note: Existing trade spends and unchanged products are not rechecked when editing a trade promotionthat starts in the past.


BAdI: Marketing Project Fund Determination has been added to Customizing for CustomerRelationship Management under Trade Promotion Management -> Trade Promotions -> FundsIntegration -> Business Add-Ins.

You can access the new implementations for BAdI: Additional Marketing and Assignment Checkingand Controlling Options in Customizing for Customer Relationship Management under Marketing-> Marketing Planning and Campaign Management -> Additional Fields and Business Add-Ins(BAdIs) for Marketing Planning.

1.11.3.2 CRM-MKT-MPL-ST Basic Functions

1.11.3.2.1 CRM-MKT-MPL-ST-PAR Partner Processing

1.11.3.2.1.1 Partner Processing in Marketing in CRM 7.0 (changed)

Use

The partner processing activity under Customer Relationship Management -> Marketing -> MarketingPlanning and Campaign Management -> Partner Processing has been removed. You now make thisassignment by going to the activity Define Types/Objectives/Tactics, double-clicking on the relevant typeand selecting Partner Determ. Proc..

Previously in this activity, campaigns and trade promotions were assigned a certain project type and theycould have a partner determination procedure for each type. Note, however, that with the new checkbox,you can only select one partner determination procedure that is directly assigned to the project type.

Also, you must now assign a category to each type. Previously you were able to leave the category fieldempty and the type could be used for different marketing projects. However, now the category must bespecified.

Customers from previous releases can still call up the old activity to assign partner determinationprocedures directly via the transaction SM34. In this transaction, enter view clusterVC_CRM_MKTPL_PD.

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For more information, see Customizing for Customer Relationship Management under Marketing ->Marketing Planning and Campaign Management -> Partner Processing

1.11.4 CRM-MKT-PRP Product Proposals

1.11.4.1 Product Proposals and Item Proposals in Sales Transactions(Enhanced)

Use








- Item proposals from listings and exclusionsIf a listing is determined for the customer, the system proposes the products from it. If there is alsoan exclusion for certain products, these products are not displayed in the proposal list. This preventsitems from being proposed that will later be rejected by the exclusion check.


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- Accessories

- Cross-Selling

- Up-/Downselling



This function previously existed for CRM sales transactions; as of CRM 7.0, it is also available for ERPsales transactions (quotations and orders).

UI Redesign


Pricing




Availability Check










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See also


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1.12 CRM-IC Interaction Center WebClient

1.12.1 Communication Management Software Integration (Enhanced)

Use

As of SAP CRM 7.0, you can integrate functions of a communication management software (CMS), suchas SAP Business Communications Management, into SAP CRM business roles. This allows you toestablish communication-enabled business processes, which in turn allows your company to achieve thefollowing:

- Simplified interactions with your customers

- Faster response times

- Improved ability to locate people with the right skills

- A business context to communication processes

- Better enabled end-to-end processes involving employees, customers, suppliers, and partners

If you enable a business role for communication integration, a user who is assigned to this business rolecan do the following:

- Manually log on to and off of the CMSIn addition to the automatic logon of users to the CMS, you can now define whether users canmanually log on to the CMS. Furthermore, users can now manually log off of the CMS.

- Use a dynamic toolbarDepending on the status of the user's interaction with the contact and the connection to the CMS,you can specify that different sets of buttons are available for controlling the communication.

- Trigger and receive phone calls

- View the telephone numbers of business partners as hyperlinks and directly trigger calls to businesspartnersYou can define whether the telephones number of business partners are displayed as communicationhyperlinks. When the user clicks a hyperlink, the dial pad opens. The telephone number is prefilledand the user can call it directly.

- Send and receive contact attached data to and from the CMSIn SAP CRM, when phone calls are received from the CMS, contact attached data can be receivedtogether with the communication event. Contact attached data can be used to retrieve the businesspartner information for the caller. It can also be used, for example, when a call is transferred, to sendand receive the context of the current business process.

- Use the soft phone of the CMSThis allows the user to access various soft-phone-specific features, such as audio and microphonevolume controls.

- View the presence status of users in assignment blocks related to business partnersThe presence status is retrieved from the CMS. Depending on the presence status of a user, differentoptions for collaboration with this user are available. For example, if the user is available, a call tothe cell phone of the user can be triggered.

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You make the settings for CMS integration in Customizing for Customer Relationship Managementunder Basic Functions -> Communication Management Software Integration.

1.12.2 Accounting Interaction Center (New)

Use

As of SAP CRM 7.0, basic support is offered to implement an accounting interaction center (AIC). Youcan use an AIC to enable financial shared services and handle accounting-related interactions withcustomers. You can, for example, access open vendor invoices or the accounting segments of customermaster data, or create an asset master record.

To facilitate this, basic enablement is also offered to connect multiple back-end systems or clients to oneCRM system and one interaction center (IC). IC agents can therefore use one IC instance while stillconnecting to multiple back-end systems that may be required to interact with various accounts set upacross system landscapes.

IC agents can do the following:

- Search for employees and vendors as well as customers

- Search for customers and vendors by ERP reference documents, such as invoice

- Search for accounts by company codes

- Use launch transactions to display or maintain accounting-related information in the back-endsystem

For example, a customer, vendor, or employee may call the AIC because of an accounting-related issue.The IC agent then identifies and confirms the business partner and may also confirm a related referencedocument stored in SAP ERP. The agent then creates a service request to document the issue describedand, if necessary, dispatches the issue to another support level. The agent can use launch transactions todisplay or maintain accounting-related information in the back-end system. When the interaction ends, alldata is saved and linked in the interaction record and the service request.


You can now map your business role to defined logical systems in the Customizing activity AssignMapped Logical System to Business Roles.

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1.12.3 Briefcase (New)

Use

As of SAP CRM 7.0, a briefcase function is available in the interaction center (IC) for use during accountidentification and chat interactions. The briefcase is a collection of relevant briefing cards that provide aneasy-to-read overview of relevant information, such as addresses and contacts. Each briefing card can beassigned to one or more briefcases.


You can make settings for the briefcase in the Customizing activity Define Briefcase.

1.12.4 Business Transactions in the Interaction Center (Enhanced)

Use

As of SAP CRM 7.0, the following standard CRM WebClient business transactions have been integratedinto the interaction center (IC):

- CRM sales order

- ERP sales order

- ERP quotation

- ERP sales contract

- Service order

- Complaint

- Lead

- Case

- Opportunity

- Service request/Incident

- Problem

- Request for change

These standard CRM WebClient business transactions are now integrated into the IC by default and

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replace some of the IC-specific business transactions that existed in previous releases. The CRMWebClient business transactions are displayed in the IC with a tiled layout so that they are in line with theoverall IC user experience. If you prefer to continue using the IC-specific business transactions, you cancustomize the IC to include them instead.

The following CRM WebClient business transactions have also been enabled for integration into the IC,but are not integrated into the standard IC business roles by default:

- Quotation

- Sales contract

- Service quotation

- Service contract

- Service contract quotation

- Activity (appointment, task)

You can integrate these transactions into the IC with a tiled layout using the navigation bar Customizingand the UI configuration tool.

Due to these changes, some additional CRM features are now available in the IC. In the ERP sales order,the following features are now available:


- Bill of material (BoM) explosion

- Extended product proposals

- Copy control and follow-up documents

- Web Channel product catalog integration

For more information, see ERP Sales Transactions in CRM (Enhanced).


The default delivered navigation bar profile for the IC contains the new business transactions. To use theold IC-specific business transactions, assign the navigation bar profile IC_AGENT_U to your businessrole in the Customizing activity Define Business Role.

1.12.5 Employee Interaction Center (Enhanced)

Use

As of SAP CRM 7.0, the employee interaction center (EIC) has been enhanced. Several enhancements,such as the ability to confirm multiple business partners or employees, have been made to account

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identification in the interaction center (IC) to improve the efficiency of the EIC scenario.

See also

Account Identification (Enhanced)

1.12.6 E-Mail, Fax, and Letter (Enhanced)

Use

As of SAP CRM 7.0, the e-mail, fax, and letter functions in the interaction center (IC) have beenenhanced.

You can now do the following:

- Open more than one e-mail, fax, or letter at a time

- Navigate between e-mails, faxes, and letters using the Back and Forward buttons

- Link inbound and outbound e-mails, faxes, and letters to a reference transaction

- Select a reference transaction when adding a solution to the cart in the knowledge search

1.12.7 Heartbeat Profile (New)

Use

As of SAP CRM 7.0 you can manage how the system reacts when a communication failure occursbetween a communication session, the communication management software (CMS), and the Webbrowser. For example, in an interaction center environment, the heartbeat profile could be configured toprevent calls from being forwarded to an agent's desktop that is no longer responsive.

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You set up a heartbeat profile using the Customizing activity Define Heartbeat Profile.

You assign the heartbeat profile to a business role using the Customizing activity Define Business Role.

1.12.8 IT Service Desk (New)

Use

As of SAP CRM 7.0, a new business role for IT service desk will be delivered. The IT service desk servesas the single point of contact for customers who have IT-related requests. Incident, problem, and changemanagement, which are compliant with IT Infrastructure Library (ITIL) best practices, are fullysupported. You can also access defined IT services, service levels, and IT item information.

When integrating with the SAP Solution Manager Service Desk, you can use a predefined user interface.For this scenario, the SAP CRM IT Service Desk is the main entry point for all IT-related requests, andrequests related to SAP application management can be transferred from here to the SAP SolutionManager Service Desk.

The following IT service-related business transactions are available in the IT service desk role:

- Incident

- Problem


For more information, see IT Service Management (New).

Additionally, several enhancements, such as the ability to confirm multiple business partners, have beenmade to account identification in the interaction center (IC) to improve the efficiency of the IT servicedesk. For more information, see Account Identification (Enhanced).

1.12.9 Rule Policies (Enhanced)

Use

As of SAP CRM 7.0 you can do the following when working with rule policies within the Intent DrivenInteraction (IDI) context:

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- Trigger an outbound e-mailYou can use the Send Out-Going E-Mail Using Mail Form action to send an outbound e-mail whenrule conditions are met. The action parameters you provide are the subject, sender ID, and reply-toID. You must also select a mail form template.

- Trigger a launch transactionYou can use the Launch Transaction action to call a launch transaction from the TransactionLauncher when rule conditions are met. For example, you could call an HTML page or SAP ERPtransaction. The action parameter you provide is an ID for an existing launch transaction.

- Navigate from an alert to the relevant objectWhen raising an alert, such as a warning that a service contract is ending, you can enable the user tonavigate directly from the alert to the relevant object. To do so, you write actions that pass theobject to the method that triggers the alert.

- Search for rule policies more easily using new search criteriaThe IDI context allows you to assign business roles and IC events to a rule policy. The rule policysearch criteria list has therefore been expanded to include business role and IC event.Search help is available for both new search criteria types.

1.12.10 Shared Service Center (Enhanced)

Use

As of SAP CRM 7.0, the interaction center (IC) shared service center scenario has been enhanced. Ashared service center allows you to use an IC to efficiently approach interactive and reactive businessprocesses in order to reduce costs and increase quality.

SAP allows customers to integrate tasks from areas such as procurement, sales, IT service management,accounting, or human resources into flexible and automated end-to-end processes. These processes,however, may require some human interaction. The SAP CRM IC, with its strong system landscape andcommunication integration capabilities, allows you to effectively mediate these contacts. To create ashared service center, the IC service processes are integrated with the particular SAP process requiring ashared service.

The following shared service center scenarios are available for the IC:

- Accounting Interaction Center (New)

- Employee Interaction Center (Enhanced)

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- IT Service Desk (New)

1.12.11 Changes to Customizing Structure for Interaction Center WebClient

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management ->Interaction Center WebClient has changed as follows:

- Under Master Data, the following activities are new:

- Define Account Identification Profiles for Multiple Business Partners

- Define Briefcase

- Define Installed Base Profiles

- Define Interaction History Profile

- Under Basic Functions, the activity Define Context Area Profile is new.

- Under Basic Functions -> Communication Channels, the following is new:

- The activity Define Knowledge Base Implementation

- The activity Define Heartbeat Profile

- The section Business Process Push

- Under Basic Functions, the section Multiple Back-End is new.

- The section Client Switch has moved from Basic Functions to Basic Functions -> MultipleBack-End.

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1.12.12 CRM-IC-SEA Account Identification

1.12.12.1 Account Identification (Enhanced)

Use

As of SAP CRM 7.0, account identification in the interaction center (IC) has been enhanced.

IC agents can now do the following:

- Create new business partners and related partners

- Create a relationship between an existing related partner and an account

- Define the partner category (person or organization) when creating a related partner or account

- Define the role of a related partner

- Confirm multiple business partners during account identification (in B2B, B2C, and employeescenarios)

- View all confirmed partners in a new table on the Account Identification page

- Change the partner function of confirmed business partners and transfer them to businesstransactions

- Confirm the account directly from the search result list with one click

- Search by a specific relationship type or all relationship types defined in Customizing whensearching for business partners in a B2B scenario

- Display the details of a business partner from within the search result list

- Search by a specific role or all roles defined in Customizing

- View relationship types in the search result list

- View an easy-to-read overview of relevant information in the briefcaseFor more information, see Briefcase (New).


- Customize searches in account identificationYou can customize search views that are displayed as tabs on the Account Identification page. Foreach search, you can define the title of the tab and the type of search (for example, business partneror object component).

- Define a list of partner functions that can be used to confirm business partners

- Determine the sequence in which these partner functions are displayed

- Map the partner functions of confirmed business partners to the existing partner functions inbusiness transactions and the interaction record

- Define the sequence of the relationship types that appear in the search criteria

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You can now make settings for confirming multiple business partners in the Customizing activity DefineAccount Identification Profiles for Multiple Business Partners.

1.12.13 CRM-IC-INB Installed Base

1.12.13.1 Installed Base (Enhanced)

Use

As of SAP CRM 7.0, the installed base search in the interaction center (IC) has been enhanced. You cannow define an installed base profile that affects the search result view for installed base automaticsearches. You can choose to view the search results in either a tree structure or the default table view.


You can define an installed base profile in the Customizing activity Define Installed Base Profiles.

1.12.14 CRM-IC-INR Interaction Record

1.12.14.1 Lean Interaction Record (New)

Use

As of SAP CRM 7.0 you can increase system performance at high volume call centers by using the leaninteraction record.

The lean interaction record is a version of the interaction record with the following features:

- New transaction typeThe lean interaction record transaction type is 0100, and comes with the standard delivery. Youassign the transaction type to a business transaction profile using the Customizing activity DefineBusiness Transaction Profiles. You can modify the transaction type using the Customizing activityDefine Transaction Types.

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- New partner determination procedureThe lean interaction record uses the new partner determination procedure 162. This procedureimproves performance speed by limiting the partner determination search to activity partners. Youcan modify the partner determination procedure using the Customizing activity Define PartnerDetermination Procedure.

- Removal of the organizational unit determination procedure

- Removal of the action profile


To use the lean interaction record instead of the full interaction record, you must assign a businesstransaction profile containing transaction type 0100 (such as DEFAULT_WITH_LEANIR) to thebusiness role. You do this in the Customizing activity Define Business Role.

1.12.15 CRM-IC-IHI Interaction History

1.12.15.1 Interaction History (Enhanced)

Use

As of SAP CRM 7.0, the interaction history function in the interaction center (IC) has been enhanced.You can now define an interaction history profile that influences the appearance of the Last Interactionstable on the Interaction Record page.

In this profile, you can define the following:

- Period (number of days) for which past interactions are displayed (for example, interactions withinthe last 30 days)

- Maximum number of rows to be displayed

- Business partner types to be used when searching for past interactions (for example, confirmedaccount or confirmed account with contact person)

- Transaction types to be displayed


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You can define the interaction history profile in the Customizing activity Define Interaction HistoryProfiles.

1.12.16 CRM-IC-SLO Sales Order


Use









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1.12.17 CRM-IC-FCA Financial Contract Accounting

1.12.17.1 Financial Customer Care and Dispute Management (Enhanced)

Use

As of SAP Customer Relationship Management 7.0, the following processes are new or enhanced:

Note:

All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAPERP 6.0 Enhancement Package 4 at the lowest as the back-end system.

For further information on release dependency, see SAP notes 1075410 and 746475.

Installment Plan

- Correspondence creation is now also possible during change and deactivation of an installment plan

Documents (previously Correspondence)

- Search view with search profile customizing.

- Collections master data filtering.

- The previous Correspondence UI component is now integrated with the FI-CA DocumentManagement Service. This allows you to upload, for example, Microsoft Office documents inMicrosoft Excel, Microsoft Word, and PDF format. These documents can be assigned to thebusiness partner and other business objects, such as the collection work item. A "Where-Used List"shows you to which object a link exists and allows you to navigate to the object detail display. Youcan change the attributes of the uploaded document or you can delete the complete document. If youwould like to use this functionality you will require a document management system connected toFI-CA. For more information, see Customizing for FI-CA by choosing Financial Accounting(New) -> Contract Accounts Receivable and Payable-> Basic Functions-> DocumentManagement Service.

Worklist/Workitem

- Usage of work item by dunning by dunning procedure and correspondence dunning.

- Related documents # based on the document management integration.

- Correspondence creation using a guided activity.

- Flexible access to Worklist, My Work items and Work item Search.

- Configurable default views for work item display.

- Synchronization between work item and interaction record.

Dunning History

- Display of champion challenger information in the dunning history.

Promise to Pay

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- Standard search View including search profile with customizing and eventin back-end.

- Collections Master Data Filtering

Account Balance - Open Item List

- Display of information regarding release to external collection agency and debt recovery score.

- Release to external collection agency.

- Write off items.

BI Content for FCC and Collections

- Event logging framework is enhanced by the BDC object work item. (The corresponding extractionof the workitem itself is supplied by the ERP system. See Release Note Integration with BusinessIntelligence.)

- Several actions in views of financial customer care are logged. (For a complete list of actions seeCustomizing for Customer Relationship Management and choose Interaction CenterWebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events inRepository, especially the events with a name starting with "FICA").

Further information can be found in the Business Information (BI) system.

Dispute Management Integration(for Telco & Insurance)

Integration of CRM Interaction Center WebClient with ERP FI-CA (New)


For further information on Customizing and on how to configure this business scenario, see SAP SolutionManager.

See also

For more information on the functions of the individual business processes for the business scenarioFinancial Customer Care for Public Sector, see SAP Help Portal at http://help.sap.com -> SAPBusiness Suite -> SAP Customer Relationship Mgmt. -> SAP CRM 7.0 -> Application Help ->Components and Functions -> SAP Customer Relationship Management -> SAP CRM forIndustries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.12.18 CRM-IC-UNI Agent Inbox

1.12.18.1 Agent Inbox (Enhanced)

Use

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As of SAP CRM 7.0, the agent inbox in the interaction center (IC) has been enhanced.


- Define a default quick search for each business role

- Save often-used search criteria in the advanced searchThese saved searches appear in a dropdown box to facilitate fast searches.

- View the inbox search results in a table or tree format

- Search for business transactions using multilevel categorization

- Use index-based search for faster searches


You can now define a default quick search in the Customizing activity Define Inbox Profiles.

1.12.18.2 Business Process Push (New)

Use

As of SAP CRM 7.0, you can push business processes to external routers or communication managementsoftware (CMS) for distribution and immediate processing to interaction center (IC) agents based on theirreal-time availability. For example, you can push the following:

- Business transactions, such as SAP CRM sales and service orders and SAP ERP sales orders

- Case Management cases

- Faxes and letters received through SAPconnect or the ArchiveLink scenario

The ID of the business process and a parameter that specifies the type of business process are transferredto the external router or CMS. For each business process, you can define a set of additional parameters torepresent, for example, status and priority.

In order for the business process to be prioritized correctly in the CMS, you use rule policy actions to setthe values for the parameters. For example, you can specify that a business process must have status InProcess and priority High to be pushed to an external router or CMS.

Business process push is based on the IC agent real-time availability. After the IC agent accepts a requestto process a business process item, it is possible to start a collaboration with another user, provided thatthe presence status of the user allows it. For more information, see Communication ManagementSoftware Integration (Enhanced).

In SAP NetWeaver Business Intelligence (SAP NetWeaver BI), you can analyze the following data about

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the business process items that are pushed:

- Average time in queue

- Average processing time

- Number of rejected business process items

- Percentage of business process items distributed within and outside the service level target

- Average number of transfers of business process items of a particular type


For information about the settings for business process push, see the Customizing documentation DefineSettings for Business Process Push.

1.12.19 CRM-IC-CTX Context Area

1.12.19.1 Context Area (Enhanced)

Use

As of SAP CRM 7.0, the context area has been enhanced for greater flexibility and ease of maintenance.

The following enhancements have been made:

- Header area consistent with the SAP CRM header areaBranding is now left-aligned, and includes the following standard links: Personalize, Help Center,System News, Log Off. Note that a warning is displayed if you attempt to log off when data hasnot been saved or when a communication process is still open. If desired, you can customize thelogo and message.

- Interaction record cancel optionYou can cancel the current interaction record and reset the account ID at any point until a dependentbusiness transaction is created, such as a service ticket or sales order, or an e-mail is saved or sent.

- Communication management software (CMS) reset optionIf the CMS for the current session stops working, you can reset it without having to log off thecommunication session and log on again.

- Immediate display of the Dialed Number Identification Service (DNIS)The DNIS is now immediately displayed with the communication information when a call isreceived.

- Context area customizingYou can configure different versions of the context area and assign them to separate context area

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profiles, which you then assign to business roles. You do this in the Customizing activity DefineContext Area Profile. The context area profile also allows you to set polling frequency. Polling isused to check the server for events relevant to the client, such as alerts or broadcast messaging.

- Context area configurationYou can configure the context area layout and the components within the layout. You can alsoenhance individual context area components, or add new ones.

- Work area toolbar configurationYou can configure how buttons are organized on the work area toolbar. For example, you couldgroup buttons according to their function.


You define a context area profile using the Customizing activity Define Context Area Profile.

If upgrading from a previous version of SAP CRM, you assign the CONTEXTAREA function profile toyour business roles using the Customizing activity Define Business Role.

1.12.20 CRM-IC-BF Basic Functions for Business Transactions

1.12.20.1 Business Transaction Search (Enhanced)

Use

As of SAP CRM 7.0 you can maintain your own query class when defining a search index for businesstransaction searches.

This can be useful if, for example, you would like to apply sorting methods to search results.


You can maintain a custom query in the new field called Query Class in the Customizing activity DefineSearch Index for Business Transaction Search.

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1.12.21 CRM-IC-CHA Communication Channels

1.12.21.1 CRM-IC-CHA-CHT Chat Integration

1.12.21.1.1 Chat (Enhanced)

Use

As of SAP CRM 7.0, the chat function in the interaction center (IC) has been enhanced.


- Search previously saved chat transcriptsIn the previous release, chat transcripts were only available from within the interaction record. Chattranscripts are now treated as a knowledge base and can be viewed separately.

- Use knowledge search directly on the chat pageIn the previous release, only standard responses could be inserted into the chat view and sent to thecustomer. Now, knowledge search is embedded into the chat page so that you can search formultiple types of knowledge bases, such as standard responses, chat transcripts, knowledge articles,solution databases, and interactive scripts. Using most knowledge bases, you can insert text directlyin the chat view, or copy and paste a certain section of text. When using interactive scripting, the ICagent can execute a script embedded in the chat knowledge search result list, insert questions intothe chat view, send them to the customer, and, depending on the answer from the customer, proceedwith the script execution.

In addition to the reporting capabilities available for the telephony and e-mail channels in the IC, you cannow analyze the following data about chat interactions in SAP NetWeaver Business Intelligence (SAPNetWeaver BI):

- Number of chat interactions per time period (calendar year, month, week, day, and hour)


- Average time chat requests were waiting in queue

- Percentage of chat requests answered within and outside the service level target

- Number of chat interactions discarded by customers before an agent responds

- Number of dialogs in the chat interaction


You can now define the software agent framework (SAF) assignment and add new knowledge bases forchat in the Customizing activity Define Chat Profiles.

You can now make settings for the knowledge base implementation for chat in the Customizing activity

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Define Knowledge Base Implementation.

1.13 CRM-MSA Mobile Sales

1.13.1 Territory Management with CRM Mobile Laptop Applications (Enhanced)

Use

As of SAP CRM 7.0, CRM mobile laptop applications have been enhanced to help you better manageyour sales. The objective of the enhancement is to align ownership of accounts, product and businesstransactions with territory ownership. This enables sales managers and sales professionals to optimallyuse territory assignments.

You can now:

- Also use territory description as the search criterion with the following components:

- Business Partners

- Contacts - when searching for the related business partner

- Visit Plans

- Activities

- Opportunities - by choosing More Criteria

- Sales Transactions - by choosing More Criteria

- Products

- Employees

- Activity Journal Definition

- Products

- Shelf Management


Note: In the Territory Management component, you can now also view the attribute range values forterritory attributes.

- Override rule based assignment of territory to a business partner, in the Business Partnerscomponent

- Enable territory-based checks for the following business transactions:

- Sales Transactions

- Activities

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Note:

When you use search help for business partners or products within a transaction, the territory at theheader level is defaulted as the territory search criterion. If a default territory has not been assigned to theEmployee Responsible, then all the territories of the employee responsible will be considered as searchcriteria. You can change this territory value.

When the Employee Responsible for the transaction has not been entered, the territories assigned to theuser are considered as valid territories.


As a prerequisite, you have executed the Download Territories to CRM Mobile report in Customizingfor Customer Relationship Management under Master Data -> Territory Management -> DataTransfer. You have selected Initial as the Download Options to download master data for territoriesfrom the CRM Server to the consolidated database (CDB).


By default, territory check will not apply for any transaction type. The enhanced features described aboverequire that you enable territory check for specified transaction types. You make these settings inCustomizing for Customer Relationship Management under Transactions -> Basic Settings ->Define Transaction Types. You can now do the following:

- Restrict territory check to specified item categories by making the required settings in Customizingfor Customer Relationship Management under Transactions -> Basic Settings -> DefineItem Categories

- Restrict territory check to specified partner functions by making the required settings inCustomizing for Customer Relationship Management under Basic Functions -> PartnerProcessing -> Define Partner Determination Procedure

1.13.2 Trade Promotions with Mobile Sales (Enhanced)

Use

As of SAP CRM Mobile Sales 7.0, you can now have greater access to trade promotion related data. Youcan use the enhanced functionality and data to improve your chances of selling promotional plans tocustomers.

SAP CRM Mobile Sales has been enhanced with the following trade promotion related features:

- You can view product segments assigned to trade promotions

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- You can view causal data associated to trade promotions for:

- Product

- Product category

- Product group

- You can view trade promotions with Display Pallets - in such a case, the product categories in thedisplay pallet are displayed

- You can view funds plan in a trade promotion

- You can view subordinate funds spent in a trade promotion

- You can view trade promotions with indirect relationships

- You can view spend values and trade spend exceptions

- Depending on the Customizing setting for Rates Origin, you can specify spend values in thefollowing tile sets:

- In the Marketing -> Trade Spends tile set when the Customizing setting for Rates Origin isCRM. In this tile set, you can also modify spend values for existing trade promotions that haverates modeled in CRM.

- In the Marketing -> Volumes/Trade Spends Planning tile set when the Customizing settingfor Rates Origin is BI. In this tile set, you can also modify spend values for existing tradepromotions that have rates modeled in BI.

The above features help the key account manager in planning and managing trade promotions.

In addition to the above enhancements, you can now also download the following trade promotions fromthe CRM server to the mobile client:

- When the product planning basis for the trade promotion is Product Segment or ProductSegment and Product

- When the trade promotion is linked to one or more funds

- When the trade promotion has an associated causal profile

- When the Customizing setting for Rates Origin is CRM


The mobile clients must be subscribed to the publications Customizing Objects 70 and ProductSegment


As a prerequisite, you have made the required Customizing settings in the CRM Server.

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To define the profile groups which are relevant for planning, you make settings in Customizing forCustomer Relationship Management under Trade Promotion Management -> Key FigurePlanning -> Define Planning Profile Groups

To define the campaign types which are relevant for trade promotions with display pallets, you makesettings in Customizing for Customer Relationship Management under Marketing -> MarketingPlanning and Campaign Management -> Basic Data -> Define Types/Objectives/ Tactics

The originating system for rate is defined in Customizing for Define Rates' Origin under CustomerRelationship Management -> Trade Promotion Management -> Basic Data

To define the product hierarchies used to assign products in trade promotions with display pallets, youmake settings in Customizing for Customer Relationship Management under Trade PromotionManagement -> Basic Data -> Products -> Assign Product Hierarchies

To display causals, you make the following settings in Customizing for Customer RelationshipManagement under the following:

- Trade Promotion Management -> Trade Promotions -> Causal Factors -> Define CausalProfiles, Causal Types and Default Values

- Trade Promotion Management -> Trade Promotions -> Causal Factors -> Assign CausalProfiles for Marketing Planning

- Trade Promotion Management -> Trade Promotions -> Causal Factors -> MaintainAttributes and Key Values for Causals Fields

- Trade Promotion Management -> Trade Promotions -> Causal Factors -> MaintainCustomer Fields for Causals

To define the assignment of planning profile group to product planning basis, you make settings inCustomizing for Customer Relationship Management under Trade Promotion Management ->Key Figure Planning -> Define Planning Profile Groups -> Assign Dependency To ProductPlanning Basis

To define the assignment of planning profile group to account type, you make settings in Customizing forCustomer Relationship Management under Trade Promotion Management -> Key FigurePlanning -> Define Planning Profile Group -> Assign Dependency To Account Type

To define the expense types relevant for funds allocation and usage with trade promotions, you makesettings in Customizing for Customer Relationship Management under Funds Management ->Funds Plans and Funds -> Define Expense Types

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1.14 CRM-FRW Framework

1.14.1 Changes to Customizing Structure for Framework

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> UIFramework has changed as follows:

- The section Business Roles has been moved from Customer Relationship Management toCustomer Relationship Management -> UI Framework.

- The section Portal Integration has been moved from Customer Relationship Management toCustomer Relationship Management -> UI Framework.

- The section Enterprise Search Integration is new.

- The section UI Framework Definition -> Application Enhancement Tool is new.

- The section UI Framework Definition -> Fact Sheet is new.

- The section UI Framework Definition -> Design Layer is new.

- The section UI Framework Definition -> Skins is new.

- The section UI Framework Definition -> CRM Feeds is new.

- The following activities have been moved within or from the section UI Framework Definition:

- Maintain Design Layers was moved to the section UI Framework Definition -> DesignLayer.

- Maintain Shared Memory for the Design Layer was moved to the section UI FrameworkDefinition -> Design Layer.

- Maintain Fact Sheet was moved to the section UI Framework Definition -> Fact Sheet.

- Define Role Configuration Key was moved to the section Technical Role Definition.

- The activity Define Authorization Role has been moved from the section Technical RoleDefinition to the section Business Roles.

- The activity Define Navigation Frame has been moved from the section Business Roles to thesection Technical Role Definition.

- The following IMG activities have been renamed:

- UI Framework Definition -> Configure User Interface was renamed to Access BSPComponent Workbench.

- Technical Role Definition -> Define Navigation Frame was renamed to Define Layout

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Profile.

- Maintain Design Layers was renamed to Define Design Objects.

- The following activities are new in the section UI Framework Definition:

- Register Overview Pages for Tile Layout

- Define Add'l Views for Home Pages and Work Center Pages

- Define Web Links

- Application Enhancement Tool -> Define System Settings

- Application Enhancement Tool -> Analyze Enhancements

- Design Layer -> Copy SAP Design Objects

- Design Layer -> Deactivate Hiding of Fields

- Skins -> Access Skin Workbench

- Skins -> Define Skins

- CRM Feeds -> Define CRM Feeds

- CRM Feeds -> Define CRM Feed Groups

- The following activities are new in the section Enterprise Search Integration:

- Specify Client for Template Modeling

- Specify Software Component for Template Transfer

- Define Settings for Parallel Extraction

- Define RFC Destination for TREX

1.14.2 CRM-FRW-AFP Application Frame

1.14.2.1 Task-Based User Interfaces (New)

Use

As of SAP CRM 7.0 you can build task-based user interfaces (UIs) to make it easier for users to performtheir daily tasks. The user interface dynamically supports users in performing their daily tasks.

The user interface is structured in several steps. Every step represents a small, easy part of the overalltask. The users are guided through these steps to accomplish their task.

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In the UI configuration, you can select the views that you want to use for the task-based UI. You candefine the steps of the task-based UI and define the order of these steps. A view can be assigned to everystep.

1.14.3 CRM-FRW-CON UI Configuration Tool

1.14.3.1 UI Configuration and Skin Customizing (Enhanced)

Use

As of SAP CRM 7.0 the UI configuration has been enhanced by the following features:

- Drag and drop in the UI Configuration ToolYou can now move fields back and forth between the list of available fields and the list of displayedfields in tables, by using drag and drop. You can also change the order of fields in the list ofdisplayed fields, by using drag and drop.You can now add fields from the field selection with all available fields, to the left or right panel inform views, by using drag and drop. You can move fields within the grid, by using drag and drop.

- Tile layout for overview pagesYou can now switch the layout of overview pages from the traditional page layout to a tile layout inthe UI Configuration Tool. You can choose between several tile layouts, for example, the 2 x 2 and2 x 3 layout, or the T-shape.

- Additional views in home pages and work center pagesYou can now define views that you want to add to your home pages and work center pages. Viewsin this repository are available in the list of available assignment blocks in the UI configuration ofevery work center page and every home page.

- Skin workbenchYou can use the skin workbench to copy SAP skins and enhance the copies to your needs. Theseskins are available on the central personalization page under the layout settings. Here you can selectthe skin that you want to use for the CRM WebClient UI.


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- To switch the layout of overview pages in the UI configuration, you need to register these overviewpages in Customizing for Customer Relationship Management, by choosing UI Framework -> UIFramework Definition -> Register Overview Pages for Tile Layout.

- To make views available in the UI configuration of work center pages and the Home page of yourbusiness role, you can define these views in Customizing for Customer Relationship Management,by choosing UI Framework -> UI Framework Definition -> Define Add'l Views for HomePages and Work Center Pages.

- You can copy SAP skins in Customizing for Customer Relationship Management, by choosing UIFramework -> UI Framework Definition -> Skins.

1.14.4 CRM-FRW-UI User Interface

1.14.4.1 Charts in Tables (New)

Use

As of SAP CRM 7.0 you can use bar charts and pie charts to view table-based result lists and assignmentblocks in the CRM WebClient UI.

You can open the chart by clicking the Open Chart icon, if available, in the toolbar of assignment blocksand result lists. You can select the column that you want to view in the chart and choose between a piechart or a bar chart. You can use the zoom function, including zoom in and zoom out. If you need morespace to display the table content, you can close the chart and open it again later.

If you click a column title in the table, you can filter the corresponding column. The chart isautomatically adapted to the newly displayed entries, and the corresponding bar or pie section ishighlighted in the chart. If you filter an additional column, the first and the additional filter are applied tothe table as well as to the chart.

If you click a pie section in the pie chart or a bar in the bar chart, this section is highlighted and thecorresponding entry in the legend is highlighted by a frame. In both cases, the table is filtered accordingto the pie section or the bar that you have selected in the chart.


In the standard delivery, charts are enabled in result lists and in assignment blocks.


You have made the necessary settings in Customizing for Customer Relationship Management, bychoosing UI Framework -> Technical Role Definition -> Define Parameters. You use the parameterENABLE_FTG_USAGE to enable or disable charts in tables. Under Profile Definition -> ParameterAssignment you can assign different values to the parameter ENABLE_FTG_USAGE.

You have assigned the PARAMETERS function profile to your business role in the business role

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Customizing.

1.14.4.2 CRM Feeds (New)

Use

As of SAP CRM 7.0 you are provided with a CRM Feed that is related to your daily work, includingalerts and workflow tasks. Every user is provided with his or her own feed.

You can subscribe to the CRM Feed either by using the RSS feed feature of the browser, for example, byclicking the RSS icon in the address bar of the Mozilla Firefox browser, or by clicking the CRM Feedicon on the central personalization page of the CRM WebClient UI.


The system administrator can define CRM Feeds and CRM Feed groups in Customizing for CustomerRelationship Management, by choosing UI Framework -> UI Framework Definition -> CRM Feeds.

The system administrator needs to assign CRM Feed groups to the function profile CRM_FEEDS of abusiness role in Customizing for Customer Relationship Management, by choosing UI Framework ->Business Roles -> Define Business Role.

The end user can subscribe to his or her CRM Feed under the CRM Feed settings on the centralpersonalization page in the CRM WebClient. However, these settings are only available if the necessaryCustomizing settings at business role level have been performed beforehand.

1.14.4.3 Home Page Personalization (Enhanced)

Use

As of SAP CRM 7.0 you can add the following links to the Home page of your business role:

- Web links, which are simple URLs that are opened in a separate window

- CRM links, which are URLs that are used to navigate inside SAP CRM; they are opened in the samewindow in which the CRM WebClient UI is running

- Widgets, which are graphical objects that show dedicated information, typically from an externalsource

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The system administrator can define Web links, and widgets that are to be displayed on the Home page ofa business role in Customizing for Customer Relationship Management, by choosing UI Framework ->UI Framework Definition -> Define Web Links. These Web links and widgets are assigned to Web linkgroups and widget groups in the same Customizing activity.

The system administrator needs to assign Web link groups and widget groups to the function profile of abusiness role in Customizing for Customer Relationship Management, by choosing UI Framework ->Business Roles -> Define Business Role. The function profiles to be used for Web links and widgetsare, respectively, EXT_WEB_LINKS and WIDGET_LINKS.

The end user can personalize Web links, CRM links, and widgets under the Favorites settings on thecentral personalization page in the CRM WebClient. However, these settings are only available if thenecessary Customizing settings at business role level have been performed beforehand.

1.14.4.4 Recent Items (New)

Use

As of SAP CRM 7.0 you can navigate to the items you have visited most recently in your business role,by using the recent items.

The Recent Items block is located in the navigation bar of your business role. It contains links with theitem titles, in the order you have visited them. The most recently visited item title appears at the top. Ifyou click a link in the Recent Items block, the item title is highlighted until you navigate to another item.However, the item title is also highlighted if you have found the item via search, for example.

You can decide if you want to display the Recent Items block in your business role, on the centralpersonalization page. Here you can also select the number of links to be displayed, by choosing amaximum of 10 entries.


To display the Recent Items block in the navigation bar, the system administrator needs to define a directlink group with type 'Recent Items' in Customizing for Customer Relationship Management, by choosingUI Framework -> Technical Role Definition -> Define Navigation Bar Profile.

This direct link group needs to be enabled in your business role in Customizing for CustomerRelationship Management, by choosing UI Framework -> Business Roles -> Define Business Role.

To display the Recent Items block and select the number of entries to be displayed, end users can make

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the necessary entries for their business role under the navigation bar settings on the centralpersonalization page. However, these settings are only available if the necessary Customizing settings atbusiness role level have been performed beforehand.

1.14.4.5 Simple Search (New)

Use

As of SAP CRM 7.0 you can use the simple search in the CRM WebClient to search for business objects.You can now enter keywords, IDs, or free text in the easily accessible search field, and search across allbusiness objects that belong to a business role.

The simple search is based on SAP NetWeaver Enterprise Search and uses the complex functions of thissearch engine, such as full indexing or incremental indexing.

The simple search is integrated in the central search, which is located in the header area of the navigationframe, and hence visible at all times. You can always access it, regardless of the business object you arein. In the search menu you can choose between the search for all business objects, saved searches, and theindividual business objects that are displayed in alphabetical order.

The search result is divided into separate result lists. Each business object is displayed in a separate resultlist. The number of business objects found in the search is indicated in the title of the result list. You canpersonalize the individual result list to your needs. You can for example, add columns to the result list,and remove them, or define the number of displayed data records.

The simple search supports the following business objects:

- Accounts

- Account (Customer) Contacts

- Activities

- Campaigns

- Cases

- Channel Partners

- Claim Submissions

- Claims

- Complaints

- Contacts

- Employees

- Funds

- Individual Objects

- Installed Bases

- Leads

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- Mail Forms

- Market Segments

- Marketing Plans

- Material Products

- Opportunities

- Partner Accounts

- Partner Contacts

- Product Catalogs

- Reservations

- Returns

- Sales Agreements

- Sales Contracts

- Sales Order Quotations

- Sales Orders

- Service Agreements

- Service Confirmations

- Service Contract Quotations

- Service Contracts

- Service Order Quotations

- Service Orders

- Service Plans

- Service Products

- Service Warranties

- Surveys

- Trade Promotions

- Warranty Claims


To use the simple search you need to install Search and Classification TREX 7.1 for SAP NetWeaver7.01.

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1.14.4.6 Smart Input Help (New)

Use

As of SAP CRM 7.0 the smart input help is available in fields with an input help.

If you double-click fields with an input help, or use the backspace key in an empty field with input help,you can now see your last five entries in this field. Your most recent entry appears at the top of the listthat is displayed below the input field.

New entries are added to your last five entries after further action, for example, when you navigate toanother page.

A background search is performed in addition to the five entries in fields with a simple input help; that is,where the available entries are immediately displayed if the input help was clicked by the user. Thebackground search is started as soon as you enter the first character in the field. The data records foundare displayed in alphabetical order below the five entries, from which they are separated by a dashed line.If more than 50 records are found in the background search, (Too Many Records ...) appears at the endof the list with the data records found.

You can use report SVH_DELETE_LAST_ENTRIES to delete the entries of any user in the smart inputhelp.


You can customize the smart input help in Customizing for Customer Relationship Management, bychoosing UI Framework -> Technical Role Definition -> Define Parameters. The correspondingparameter is SVH_DISABLED with the following parameter values:

- L: Last values only

- B: Background search only

- X: Disable the input help completely

- <Empty>: Last values and background search together

End users can disable the smart input help for performance reasons, for example, or they can deleteentries that have been saved. They can do so on the central personalization page under the layout settings,by selecting the indicator Disable the suggestion of entries for input helps. In this case, the smartinput help needs to be enabled in Customizing, otherwise the indicator is not available under the layoutsettings.

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1.14.5 CRM-FRW-WKB Development Workbench

1.14.5.1 Design Layer Customizing (Enhanced)

Use

As of SAP CRM 7.0 the design layer Customizing has been enhanced by the following features:

- The reference design object has been introduced. It is referred to by other design objects that inheritthe design settings of the reference design object. This enables a reuse of design settings in differentdesign objects.

- You can now add attributes that belong to other BOL objects, in one design object. This means thatyou can now group similar attributes in one design object, even if these attributes belong to differentBOL objects.

- You can now see at a glance all design objects that are assigned to a view, and you can easily addnew assignments, in the BSP Component Workbench.

- You can hide technical fields so that they are not available in the UI Configuration Tool and atruntime. If you have upgraded from SAP CRM 2006/s or SAP CRM 2007 to the current release, andif you have used a technical field that is hidden in the current release in your customerconfigurations, you can switch off the hiding of fields.


You can define design objects in Customizing for Customer Relationship Management, by choosing UIFramework -> UI Framework Definition -> Design Layer -> Define Design Object.

You can copy SAP design objects to your own layer in Customizing for Customer RelationshipManagement, by choosing UI Framework -> UI Framework Definition -> Design Layer -> CopySAP Design Objects.

You can switch off the hiding of fields in Customizing for Customer Relationship Management, bychoosing UI Framework -> UI Framework Definition -> Design Layer -> Deactivate Hiding ofFields.

1.14.5.2 Application Enhancement Tool (New)

Use

As of SAP CRM 7.0 you can use the Application Enhancement Tool to enhance CRM applications, byadding new fields.

Depending on the enhanced business objects, you do not only use the Application Enhancement Tool to

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add new fields but also to make these new fields available in Business Intelligence (BI), R/3 Adapter,CRM Mobile, OLTP Reporting, and searches.

Additionally, you can define your own dropdown list boxes for your new fields, by using the ApplicationEnhancement Tool.

You can access the Application Enhancement Tool in the CRM WebClient UI, where you can start thetool in the Administration work center of the navigation bar. You can use the Application EnhancementTool to search for enhanced objects and display, create, change, or delete enhancements.

Additionally, the Application Enhancement Tool is integrated in the UI Configuration Tool and candirectly be started in this tool.

The fields that you have added to a business object are displayed in the list of available fields of thecorresponding components and views in the UI configuration.


To start the UI configuration of an application, you have activated the configuration mode in the generalsettings, on the central personalization page of the CRM WebClient.

1.15 CRM-CHM Channel Management

1.15.1 Changes to Customizing Structure for Partner Channel Management

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> PartnerChannel Management has changed as follows:

- The node Channel Partner Management has been renamed Partner Management.

- The Customizing activity Partner Management -> Partner Responsibilities -> DefineResponsibility Criteria and Responsibility Areas is new.This Customizing activity consolidates access to existing transactions, to an existing report, andprovides additional supporting documentation.

- The Customizing activity Channel Marketing -> BAdI: Restricted Marketing Project View forPartners has been renamed BAdI: Restricted Marketing Project View for Channel Partners.

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1.16 CRM-IPS Public Sector

1.16.1 Financial Customer Care and Dispute Management (Enhanced)

Use


Note:



Installment Plan






Worklist/Workitem







Dunning History


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Promise to Pay






- Write off items.









See also


1.16.2 Financial Customer Care for Public Sector (Enhanced)

Use

As of release SAP CRM 7.0, the Financial Customer Care and Dispute Management scenario has been

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enhanced. The enhanced features are also valid for the Financial Customer Care for Public Sectorscenario.For more information, see the Financial Customer Care and Dispute Management releaseinformation.

Note:All functions need a back-end system SAP ECC Industry Extension Public Sector Collection andDisbursement (PSCD) at least on basis SAP ERP 6.0, Enhancement Package 4.


For information on Customizing and the configuration of this Business Scenario, see SAP SolutionManager.

See also

For more information on the functions of the individual business processes for Business ScenarioFinancial Customer Care for Public Sector, see SAP Help Portal under Internet addresshttp://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> Application Help ->Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries ->Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.16.3 CRM-IPS-ICM Investigative Case Management

1.16.3.1 Changes to Customizing Structure for Industry-Specific Solutions

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management ->Industry-Specific Solutions has changed as follows:

Public Sector

The section Investigative Case Management has been added.

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1.16.3.2 CRM-IPS-ICM-CMG Cases and Leads

1.16.3.2.1 Investigative Case Management (Enhanced for SP01)

Use

As of SAP CRM 7.0 SP01, you can extract investigative cases from the database and archive theinformation.


You can define settings for investigate case archiving in Customizing for Customer RelationshipManagement, under Industry Specific Solutions-> Public Sector-> Investigative CaseManagement-> General Settings-> CRM ICM Data Archiving Process

1.17 CRM-IM Media

1.17.1 CRM-IM-IPM Intellectual Property Management

1.17.1.1 Changes to Implementation Guide for IPM (New)

Use

In SAP CRM 7.0, the Implementation Guide (IMG) structure for Intellectual Property Management(IPM) has changed as follows:

New IMG Activities under Customer Relationship Management -> Industry-Specific Solutions -> Media-> Intellectual Property Management:

- Basic Functions -> Pricing -> Define Additional Cumulation Scopes

- Basic Functions -> Pricing -> Define Code List for Role Codes:

- Define Amount Role Codes

- Define Quantity Role Codes

- Rights and Royalties Dimensions -> Configuration of Enterprise Services -> Map Rights MarketSegment Codes to Rights Dimension Values:

- Map Code Values to Rights Dimension Values

- Check Consistency of Rights Attribute Value Mapping

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- BAdI: Selection of Pref. Rights Mrkt Segment Code List for Outbound Mapping

- Transactions :

- Configure Cross-Contract Advances (textual node only)

- Activate Granting Reference Function (textual node only)

- Configure Transaction-Based Outgoing Royalties Settlement (textual node only)

- Configure Settings for Multiple Payees (textual node only)

- Configure Transaction Tiering (textual node only)

- Transactions -> Settings for IPM Transactions:

- Define Payee Types

- Define Relationship Category for Multiple Payees

- Transactions -> Settings for IPM Transactions -> BAdIs:

- BAdI: Checks for Cross-Contract Advances

- BAdI: Checks for Multiple Payees

- Transactions -> Usage Confirmation -> Configuration of Enterprise Services -> BAdIs -> MappingMechanisms:

- Notes on Implementation (enhancement spot documentation)

- BAdI: Mapping for Single Service

- BAdI: Mapping for Bulk Service

- Master Data -> Assign Availability Profile to Product Category

- Master Data -> Product -> Define IP Hierarchy Views

- Rights Availability Analysis -> CRM WebClient UI -> Modify Calc. Logic for the RightsAvailability Analysis (textual node only)

- Rights Availability Analysis -> CRM WebClient UI -> BAdIs -> BAdI: Calculation Flexibility in theRights Availability Analysis

- Rights Availability Analysis -> Configuration of Enterprise Services -> BAdIs -> MappingMechanisms:


- BAdI: Mapping for Simulate Inquiry Conf. Rights Group (Bulk)

- BAdI: Simulate Inquiry Confirmation Rights Group

- BAdI: Mapping for Simulate Inquiry Product

- Rights Availability Analysis -> Extensibility -> BAdI: Field Extensibility

- Billing and Settlement -> Configure Application

- Billing and Settlement -> Incoming Royalties -> BAdIs:

- BAdI: Billing Document

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- BAdI: Billing Due List

- BAdI: Billing Document Text Processing

- BAdI: Co Account Mapping for the Billing Due List

- BAdI: Pricing Mapping for Billing Document

- BAdI: Pricing Mapping for Billing Due List

- BAdI: XIF Mapping for Billing Due List

- Billing and Settlement -> Outgoing Royalties:

- Configure Clearing Items for Negative Royalties (textual node only)

- Determine Billing Type for Payee Billing Documents

- Define Condition Types for Transaction Tiering





- BAdI: Exclusion of Business Transactions in the OR Data Collector

Changed IMG Activities under Customer Relationship Management -> Industry-Specific Solutions ->Media -> Intellectual Property Management:

- Billing and Settlement -> Clearing Control

- Rights Availability Analysis -> CRM WebClient UI -> Exclude Sales Contr. Item System Status fromCalc. of Rights Out (previously entitled "Define Status for Rights Availability Analysis")

- Master Data -> Product -> Settings for Rights Generation -> Define Formulas for Generating theRights Owned

Deleted IMG Activities under Customer Relationship Management -> Industry-Specific Solutions ->Media -> Intellectual Property Management:

- Rights Availability Analysis -> CRM WebClient UI -> BAdIs -> BAdI: Deactivate Selects andReads IP# via FSI

- Rights Availability Analysis -> SAP GUI:

- Make Technical Settings for Rights Availability Analysis

- Define Attributes to be Used to Find Intellectual Properties

- Exclude Sales Contr. Item System Status from Calc. of Rights Out

- Define Parallel Processing for the Rights Availability Analysis

- Rights Availability Analysis -> SAP GUI -> BAdIs:

- BAdI: Deactivate Selects and Reads IP# via FSI

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- BAdI: Selection of Data in the Rights Availability Analysis

- BAdI: Selects and Reads IP and Contracts in the Rights Avail. Analysis

- BAdI: Calculate Rights Availability for Rights Groups

- BAdI: Display Data in the Rights Availability Analysis

- BAdI: Create an Order for Available Rights (Rights Groups)

- Billing and Settlement -> Incoming Royalties -> Maintain BAdIs

- Billing and Settlement -> Outgoing Royalties -> Maintain BAdIs

1.17.1.2 Intellectual Property Management (Enhanced)

Use

As of SAP CRM 7.0, the Intellectual Property Management (IPM) applications have been enhanced asfollows:

New Functions

- Release Dates Relevance

- Contract Archive Search

- Repricing in License Acquisition and Sales Contracts

- Business Object Layer Enabling for Web Services

- Transaction Tiering

- Rights Availability Analysis - License to Third Party Scenario

- Multiple Payees

- External Interface (XIF) for IPM

- Cross-Contract Advances

- Transaction-Based Outgoing Royalties Settlement

- Business Add-In for Text Processing in Billing Documents

- The extensibility function is now available for the following applications:

- License acquisition contracts

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- License sales contracts

- Rights availability analysis (see also: BAdI: Field Extensibility)For more information about extensibility in SAP CRM, see UI Enhancement Tool.

- The enterprise search function is now available for IPM. For more information about enterprisesearch in SAP CRM, see Simple Search.

Enterprise SOA Enabling for IPM

- Enterprise Services: Rights Availability Inquiry

- Enterprise Services: License Contract Usage Report

Enhanced Functions

- Rights Availability Analysis

- Collision Check Error Handling

- Rights Maintenance

- IP Hierarchy Display

- Clearing Control

Changed Functions

The generated Business Add-In (BAdI) definitions for billing are no longer available. They have beenreplaced with non-generated BAdI definitions. For more information, see Business Add-Ins for IPMBilling (Changed).

Deleted Functions

- Rights Availability Analysis for SAP GUI


For a list of all new, changed, and removed Customizing activities for SAP CRM 7.0, see Changes toImplementation Guide for Intellectual Property Management.

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1.17.1.3 CRM-IM-IPM-MD Master Data

1.17.1.3.1 Business Object Layer Enabling for Web Services (New)

Use

As of SAP CRM 7.0, the business object layer (BOL) objects related to Intellectual PropertyManagement (IPM) are now Web service enabled. This allows you to use the Web services tool to createWeb services for following applications:

- Intellectual property (IP)

- License acquisition contract

- License sales contract

You can now create Web services that can read, modify, create, and query the IPM data from athird-party (non-SAP) system.

You can access the Web services tool from the component workbench (transaction BSP_WD_CMPWB),component WS_DESIGN_TOOL.


The IPM Web service enabling extends the existing Web service for Product and Contract.

The user interface has not been changed; however, the Web services tool now contains additional entriesfor the newly enabled IPM-specific objects.

1.17.1.3.2 IP Hierarchy Display (Enhanced)

Use

As of SAP CRM 7.0, you have more flexibility in how you view the relationships of an intellectualproperty (IP) within the relationship hierarchy.

Parent Interlinkages

From the IP Overview page, you can display the superordinate IPs for an IP. In earlier releases, you

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could only display and edit the subordinate IPs for IPs linked through the parts relationship. Now, you areable to view an IP's superordinate IPs by selecting Parts Of from the dropdown list box. Note thatsuperordinate IPs are read-only when you access them in this way, due to technical limitations.

Interlinkage Tree

You can now display the full hierarchy for an IP. For each IP that is linked to other IPs through one ormore relationships, the Show Hierarchy pushbutton is available at the header level on the IP Overviewpage.

The dropdown list box allows you to select the relationship type you wish to display. In addition to thestandard relationship types, you can also define custom views that contain a combination of relationshiptypes. The hierarchy determines the current IP's root nodes and then creates the IP hierarchy for therelationships you select.


- In Customizing activity Define Object Hierarchy and Object Attributes, you can define the treeprofiles that determine how the interlinkage tree displays. The following profiles are specific to theIP hierarchy display:

- Parts interlinkage tree (IPM_IPACC)

- IP: Package part hierarchy (IPM_IPPAC)

- IP: Title relationship (IPM_IPTRG)

- IP: Title relationship (IPM_IPTTL)

- Underlying component interlinkage tree (IPM_IPUCO)

- IP: Underlying Comp (granting ref.) tree (IPM_IPUCX)

- In Customizing activity Define Hierarchy View, you can create views that include a combination ofrelationship types. For example, you can create a hierarchy view to display both the parts andpackage parts relationships for an IP.

1.17.1.3.3 Release Dates Relevance (New)

Use

As of SAP CRM 7.0, you can deactivate the release dates for an intellectual property (IP). Release datesallow you to control the automatic release of rights using generation rules. This function is primarilyrelevant to media companies that require window management, such as entertainment companies. For

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media companies that do not require this, it is not necessary to generate the release dates when yougenerate the rights for an IP, since the Rights Owned or Rights Owned (Granting Ref.) are alreadyavailable for sale. Therefore, this release of IPM enables the system administrator to ignore the releasedates in the rights calculations.

This function affects the following applications:

- IP

- Release dates generation (SAP GUI version)

- Rights availability analysis

- Collision check in the license sales contract

IP Overview

The IP Overview screen displays the rights in the same way as in the previous release, but the ReleaseDates (IPM_RELDAT) set type is optional when you configure the categories in the productconfiguration. When an IP is displayed, the assignment block behavior depends on the following systemsettings:

- If the Release Dates set type is not assigned to the product category, the Release Dates assignmentblock does not display on the IP Overview page.

- If the Release Dates set type is assigned to the product category, but the availability profile assignedto the product category does not use the release dates, the assignment block displays. However, thisassignment block is labeled inactive and the system does not include the release dates in the IPavailability calculation.

Additional Checks in the IP:

- The system performs a new check when you assign a generation formula to an IP. An error messagedisplays if the generation formula assigned results in an inconsistency in release dates handling, or ifit deactivates the release dates.

- If the release dates are activated for the IP, the system performs the check to determine whether theIP is linked to a sales contract on the Release Dates. If the release dates are deactivated, this checkis performed on the Rights Owned or Rights Owned (Granting Ref.) instead, depending on thegeneration formula specified.

Release Dates Generation

For the SAP GUI application, the system does not generate the release dates for IPs that do not considerthe release dates.

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Rights Availability Analysis

There is a new check in the rights availability analysis. If the IP does not consider release dates, thesystem does not display the Not Released assignment block in the Availability step of rights availabilityanalysis.

Collision Check in the License Sales Contract

There is a new check in the collision check for sales contracts. If the IP does not consider release dates,the collision check in sales contract bypasses the release dates handling.


If the IP base category contains the Release Dates set type, you can deactivate the release dates for IPsthat were created in a previous release. To do so, proceed as follows:

1. Assign a generation formula that is mapped to an availability profile that does not consider therelease dates.

2. Create a mapping from the product category to an availability profile that does not consider therelease dates.


To activate or deactivate the release dates, you must make the following settings in Customizing forIntellectual Property Management:

- Assign an availability profile to a generation formula. To do so, use Customizing activity DefineFormulas for Generating the Rights Owned.

- Assign a product category to an availability profile. To do so, use Customizing activity DefineAvailability Profile for Product Category.

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1.17.1.3.4 Rights Maintenance (Enhanced)

Use

As of SAP CRM 7.0, you can enter the right dimensions manually in addition to using the search help inthe following applications:

- IP maintenance




For all editable rights types, such as the rights owned, release dates, and royalties, you can type one of thefollowing to manually enter the rights dimensions:

- Attribute ID

- Attribute description

- Rights (hierarchical) view ID

- Rights (hierarchical) view description

However, because the description is not unique and the ID can correspond to both an attribute and a view,ambiguities can occur. If this happens, you can use the search help to select the rights dimension youwish to enter.


In Customizing activity Define Rights Maintenance, you can define the separator used between attributevalues and also if the attribute ID or description displays.

1.17.1.3.5 External Interface (XIF) for IPM (Enhanced)

Use

As of SAP CRM 7.0, the CRM external interface (XIF) adapter has been extended to support the fieldsfor Billing Plan Details extension and Rights Scope and Rights Scope Rights Group assignment.

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XIF represents the interface of the CRM solution to the outside world. This extension to the CRM XIFadapter allows you to create and transfer errorless license sales and acquisition contracts and intellectualproperties (IPs) in the following instances:

- Initial data transfer of data from software systems to be replaced

- Data exchange between company internal and external software systems

- Data exchange between multiple SAP CRM systems


The interface for data transfer now recognizes the Billing Plan Details extension fields as well as theRights Scope and Rights Scope Rights Group assignment fields.

The system uses the following for data transfer:

IPs

- Interface: CRMXIF_PRODUCT_IP_SAVE (unchanged from previous release)

- Message type: CRMXIF_PRODUCT_IP_SAVE07

- IDoc base type: CRMXIF_PRODUCT_IP_SAVE0701

Contracts

- Interface: CRMXIF_ORDER_SAVE

- Message type: CRMXIF_ORDER_SAVE_M

- IDoc base type: CRMXIF_ORDER_SAVE_M01

1.17.1.4 CRM-IM-IPM-BTX Business Transactions Licensing

1.17.1.4.1

Contract Archive Search (New)

Use

As of SAP CRM 7.0, you can perform a search of archived license acquisition and license sales contractsfrom a new Archive Search screen. You can access this screen from the standard Search screen. This newfunction allows you to view but not edit the archived contracts.

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1.17.1.4.2 CRM-IM-IPM-BTX-PUR License Acquisition

1.17.1.4.2.1 Multiple Payees (New)

Use

As of SAP CRM 7.0, you can split the royalties between multiple payees in license acquisition contracts.

In the payment distribution in the license acquisition contract, you can now perform the followingfunctions:

- Assign a share, currency, billing block, payment terms, and a payee type (for example, Is an heir)for each payee.

- Enter a bill-to party that differs from the payee.

- Copy the payees by using business partner relationship categories.

You enter the payment distribution information on the contract header level, which means that it is validfor all items relevant to billing. If the payment distribution is changed while a contract is active, the newdistribution is used for all items that have not yet been billed.

In the Billing Due List, you can see the payment distribution for each item on a new tab page entitledPayees. The payment distribution is only available for items that are not derived, which means that it isnot supported for accruals or intercompany billing.

If a due list item is billed, a summary billing document is created to calculate the royalties for each payeewithout a billing block. A payee billing document is then created. To create the payee billing document,the system valuates the values of each item in the summary billing document based on each payee'sshare, and performs a currency conversion to the payees' currency. The system calculates the tax basedon the net value and the payee's tax rate. If a billing block is set for a payee, you can remove it in thesummary billing document on the Payees tab page, and then create the payee document from there.

The summary billing document is not transferred to Financial Accounting (FI) and Business Intelligence(BI). It can only be canceled if all related payee billing documents are canceled or were not created.

The system can group Billing Due List Items during billing for items in the same contract. The contractnumber is used as a split criteria, so that items from different contracts cannot be billed in the samebilling document.

The payee type is available in the accounting interface and can be transferred to the accountingdocument.

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BI Integration

The SAP Business Intelligence (BI) Content for Intellectual Property Management has also beenenhanced as of SAP NetWeaver 7.0 BI Content Add-On 4. For more information, see the release note forBI Content for Intellectual Property Management in SAP Library for SAP NetWeaver athttp://help.sap.com.


For information about system administration tasks, see Configure Settings for Multiple Payees.


For information about the Customizing settings required for this function, see Configure Settings forMultiple Payees.

1.17.1.4.2.2 Cross-Contract Advances (New)

Use

As of SAP CRM 7.0, you can use cross-contract advances to assign advance references across contractsand to specify more than one advance reference in a contract. This function is only available for licenseacquisition contracts.

To assign a cross-contract advance between contracts, both contracts must have the following:

- Assigned transaction type that is eligible for cross-contract advances

- Same licensor

- Same document currency

- Valid advance group, which means that at least one item in the advance group has a status other thancompleted or rejected

If a license acquisition contract meets the conditions described above, you can assign the acquisitioncontract as an advance reference in a royalty scope. You also can define in the contract the sequence inwhich the system must recoup the advances during billing. During billing, the system then uses thesequence you specified for advance recoupment instead of any entries for a sort sequence in Customizingactivity Clearing Control.

The update group that is used for the clearing control is enhanced for contracts eligible for cross-contractadvances. The update group contains only the licensor as key, which means that all items from allcontracts for a licensor are included in the update group. However, the system deletes all advance items

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that are not maintained in the contract from the update group, so that only the referenced advance itemscan be used to create a clearing item.


For information about system administration tasks, see Configure Cross-Contract Advances.


For information about the Customizing settings required for this function, see Configure Cross-ContractAdvances.

1.17.1.4.2.3 External Interface (XIF) for IPM (Enhanced)

Use

As of SAP CRM 7.0, the CRM external interface (XIF) adapter has been extended to support the fieldsfor Billing Plan Details extension and Rights Scope and Rights Scope Rights Group assignment.XIF represents the interface of the CRM solution to the outside world. This extension to the CRM XIFadapter allows you to create and transfer errorless license sales and acquisition contracts and intellectualproperties (IPs) in the following instances:







IPs




Contracts

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1.17.1.4.3 CRM-IM-IPM-BTX-SAL License Sales

1.17.1.4.3.1 Collision Check Error Handling (Enhanced)

Use

As of SAP CRM 7.0, the collision check error handling in license sales contract has been enhanced asfollows:

- The collision check messages now display in the Collision Check Log assignment block. Themessages display in table format to improve readability. This log is available at the contract headerand rights scope level, and from the intellectual property (IP).

- When possible, the system combines multiple collision check error messages into one message toproduce fewer message lines. For example, two messages for the same rights dimensions sold withthe same contract can have consecutive date periods. The system can combine the date periods forthese two messages to display one message.

- The collision check calculation has been enhanced, and the calculation performance has beenimproved. The system now executes all collision checks to provide the user with the fullinformation on the rights.

1.17.1.4.3.2 Release Dates Relevance (New)

Use


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- IP




IP Overview









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1.17.1.4.3.3 Repricing in License Acquisition and Sales Contracts (New)

Use

As of SAP CRM 7.0, you can update the pricing for any royalties scope in a license acquisition or salescontract directly from the CRM WebClient User Interface (UI). The Reprice and Complete Repricebuttons are available on the Edit page of the royalties scope to execute the pricing update. The Repricebutton allows you to keep all manual pricing input during the pricing update; the Complete Repricebutton deletes any manual pricing input.

This function is only available for billing request items (BRIs) that you have not yet billed.


Use








IPs




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Contracts




1.17.1.4.4 CRM-IM-IPM-BTX-CON License Usage Confirmation

1.17.1.4.4.1 Enterprise Services: License Contract Usage Report (New)

Use

As of SAP CRM 7.0, you can use the process component License Usage Confirmation Processing withits business object License Contract Usage Report. This allows you to enable enterprise services toconfirm the usage values (for example, turnover, number of units sold, and so on) for the consumed rightsfor an intellectual property (IP). These services allow media companies to report these figuresperiodically to a licensor who is using SAP Intellectual Property Management (IPM).

You can use these service operations to:

- Create a new user interface (UI) for entering license usage confirmation, such as an Internetself-service site for customers

- Implement business-to-business (B2B) system integration allowing automated license usagereporting

- Connect a third-party system, such as Media Distribution systems featuring direct usageconfirmation reports, to SAP IPM

The business object License Contract Usage Report comprises two asynchronous service operations thatare considered one service. These service operations use the request and confirmation pattern:

LicenseContractUsageReportCRMBulkRequest_In

- Message Type Request: LicenseContractUsageReportCRMBulkRequest

LicenseContractUsageReportCRMBulkConfirmation_Out

- Message Type Request:: LicenseContractUsageReportCRMBulkConfirmation_Out

Service operations in detail:

The LicenseContractUsageReportCRMBulkRequest_In service operation allows you to send the data forthe usage confirmation for an IP to the SAP IPM system. If not specified separately, the SAP IPM systemlocates the license sales contract to which the usage confirmation is reported. This operation providesthese functions for mass operations (bulk). You can send usage confirmation data for many IPs to the

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receiver SAP IPM system. If the operation fails for individual IPs within this mass reporting, the bulkoperation continues its execution and reports the IPs for which the operation failed.

The LicenseContractUsageReportCRMBulkConfirmation_Out service operation sends the confirmedstatus (successful, failed, and so on) of the execution back to the sender system for the service operationLicenseContractUsageReportCRMBulkRequest_In.


- To enable the enterprise services for usage confirmation, use Customizing activityMap Code Valuesto Rights Dimension Values.

- To map role codes (amount and quantity) to the data values, use Customizing activity Define DataValues.You define the available role codes in the following Customizing activities:



1.17.1.5 CRM-IM-IPM-RO Royalty Accounting

1.17.1.5.1 CRM-IM-IPM-RO-ROI Incoming Royalties

1.17.1.5.1.1 Business Add-Ins for IPM Billing (Changed)

Use

As of SAP CRM 7.0, the generated Business Add-In (BAdI) definitions for IPM billing are no longeravailable. They have been replaced with non-generated BAdI definitions. The BAdIs function as before,however, you need to migrate and implementations of the generated BAdI definitions that exist in yoursystem as described below.


Generated Definition Non-Generated Definition Enhancement Spot/1BEA/IPMI_BD BEA_IPMI_BD BEA/1BEA/IPMO_BD BEA_IPMO_BD BEA/1BEA/IPMI_DL BEA_IPMI_DL BEA/1BEA/IPMO_DL BEA_IPMO_DL BEA

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/1BEA/B_IPMO_DL_IAT BEA_IPMI_DL_IAT BEA_IAT/1BEA/B_IPMI_DL_IAT BEA_IPMO_DL_IAT BEA_IAT/1BEA/IPMI_BD_PRC BEA_IPMI_BD_PRC BEA_PRC/1BEA/IPMO_BD_PRC BEA_IPMO_BD_PRC BEA_PRC/1BEA/IPMI_DL_PRC BEA_IPMI_DL_PRC BEA_PRC/1BEA/IPMO_DL_PRC BEA_IPMO_DL_PRC BEA_PRC/1BEA/IPMI_DL_XIF BEA_IPMI_DL_XIF BEA_XIF/1BEA/IPMO_DL_XIF BEA_IPMO_DL_XIF BEA_XIF




For information about migrating the existing implementations of generated BAdIs in your system, seeSAP CRM release note Business Add-Ins for Billing (Changed).


The new, non-generated BAdI definitions for Billing Engine application IPMI can be found inCustomizing for Customer Relationship Management under Industry-Specific Solutions -> Media ->Intellectual Property Management -> Billing and Settlement -> Incoming Royalties -> BAdIs ->



- BAdI: CO Account Mapping for Billing Due List




The BAdI definitions for Billing Engine application IPMO can be found in Customizing for CustomerRelationship Management under Industry-Specific Solutions -> Media -> Intellectual PropertyManagement -> Billing and Settlement -> Outgoing Royalties -> BAdIs ->

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1.17.1.5.1.2 Business Add-In for Text Processing in Billing Documents (New)

Use

As of SAP CRM 7.0, two Business Add-Ins (BAdIs) are available that enable you to copy texts from anybusiness transaction to a billing document, using text determination. The new BAdIs allow you toenhance the communication structures for billing documents to support further fields.


One BAdI definition is available for outgoing royalties, and another for incoming royalties. Youimplement the BAdI definitions in Customizing for Customer Relationship Management underIndustry-Specific Solutions -> Media -> Intellectual Property Management -> Billing and Settlement:

- Outgoing Royalties -> BAdIs -> BAdI: Billing Document Text Processing

- Incoming Royalties -> BAdIs -> BAdI: Billing Document Text Processing

1.17.1.5.2 CRM-IM-IPM-RO-ROO Outgoing Royalties


Use

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Generated Definition Non-Generated Definition Enhancement Spot/1BEA/IPMI_BD BEA_IPMI_BD BEA/1BEA/IPMO_BD BEA_IPMO_BD BEA/1BEA/IPMI_DL BEA_IPMI_DL BEA/1BEA/IPMO_DL BEA_IPMO_DL BEA/1BEA/B_IPMO_DL_IAT BEA_IPMI_DL_IAT BEA_IAT/1BEA/B_IPMI_DL_IAT BEA_IPMO_DL_IAT BEA_IAT/1BEA/IPMI_BD_PRC BEA_IPMI_BD_PRC BEA_PRC/1BEA/IPMO_BD_PRC BEA_IPMO_BD_PRC BEA_PRC/1BEA/IPMI_DL_PRC BEA_IPMI_DL_PRC BEA_PRC/1BEA/IPMO_DL_PRC BEA_IPMO_DL_PRC BEA_PRC/1BEA/IPMI_DL_XIF BEA_IPMI_DL_XIF BEA_XIF/1BEA/IPMO_DL_XIF BEA_IPMO_DL_XIF BEA_XIF








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Use






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1.17.1.5.2.3 Clearing Control (Enhanced)

Use

As of SAP CRM 7.0, the clearing control function has been enhanced with the following features:

- The Billing Engine application IPMO can now create clearing items for negative royalties duringbilling.

- For the read and update rules, the Context field and the Linked Item Category Reference field arenow available.


In Customizing activity Define Clearing Control, you can define the billing item category for whichnegative recoupment is allowed in the Clearing: Negative Recoupment folder.

See also

For more information, see the documentation for the following:

- Customizing activity Configure Clearing Items for Negative Royalties

- Customizing activity Define Clearing Control

- Documentation for the fields used for read and update rules.


Use






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BI Integration






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1.17.1.5.2.5 Transaction Tiering (New)

Use

As of SAP CRM 7.0, the transaction tiering function is available. The IPM: Transaction Tiering(IPM_TIER) feature is available in the framework of Billing Engine application IPMO. You can create acontract with a special transaction tiering condition type. This allows you to:

- Ensure that the system takes into account the order in which the transactions occur during royaltiescalculation

- Create a tiering group in a license acquisition contract that includes several royalty items with thesame scale basis

There are three main applications for transaction tiering:

- One IP uses a quantity scale to determine the royalties rate, and the system must take into accountthe order in which the transactions occurred.

- Two or more IPs share the same scale basis. In this case, you can include several contract items inthe same scale by adding them to a tiering group in the license acquisition contract.

- A change occurs in the scale rate, effective as of a certain date. You add a second contract item tothe contract for the same IP, and add both contract items to the tiering group.

The example below demonstrates a simple case of transaction tiering and how the royalty calculationdiffers from the standard calculation:

Royalty agreement:

- For up to 1,000 units, it is 8% of the sales.

- For more than 1,000 units, it is 10% of the sales.

Sales:

- You initially sell 600 units for 20 USD each.

- You then sell 600 units for 10 USD each.

If transaction tiering is inactive, you can still use scales in the system, but the system does not take intoaccount the order of the transactions. Instead, a sort of averaging is performed in the calculation. In thiscase, the calculation is as follows:

- Total number of units: 1,200

- Condition basis (total sales): 600 (units) * 20 (price) + 600 (units) * 10 (price) = 18,000

- Royalties calculation: 15,000 USD (sales) * 8% + 3000 USD (sales) *10% = 1,500 USD (totalroyalties)

If you activate the transaction tiering feature, the system then takes the order of the transactions intoaccount. For the same royalty agreement and sales, the calculation is now as follows:

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- Condition basis (total sales) for the first 1,000 units: 600 (units) *20 USD (price) + 400 (units) *10(price) = 16,000

- Condition basis (total sales) for the next 200 units: 200 * 10 = 2,000

- Royalty calculation: 8% of 16,000 + 10% of 2,000 = 1,480 USD (total royalties)


For information about system administration tasks, see Configure Transaction Tiering.


For information about the Customizing settings required for this function, see Configure TransactionTiering.

1.17.1.5.2.6 Transaction-Based Outgoing Royalties Settlement (New)

Use

As of SAP CRM 7.0, you can settle outgoing royalties based on a particular business transaction. This isrelevant, for example, in cases in which the contributors to a broadcast item should receive royaltiespayment immediately after the broadcast item has aired. In this case, the business transaction triggers thesystem to calculate the outgoing royalties owed to the licensors.


For information about system administration tasks, see Configure Transaction-Based Outgoing RoyaltiesSettlement.


For information about the Customizing settings required for this function, see ConfigureTransaction-Based Outgoing Royalties Settlement.

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Use




- Same licensor




The update group that is used for the clearing control is enhanced for contracts eligible for cross-contractadvances. The update group contains only the licensor as key, which means that all items from allcontracts for a licensor are included in the update group. However, the system deletes all advance itemsthat are not maintained in the contract from the update group, so that only the referenced advance itemscan be used to create a clearing item.





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1.17.1.6 CRM-IM-IPM-RIN Rights Inventory Analysis

1.17.1.6.1 Enterprise Services: Rights Availability Inquiry (New)

Use

As of SAP CRM 7.0, you can use the process component Intellectual Property Rights InventoryManagement with its business object Intellectual Property Rights Availability Inquiry. This allows you toenable enterprise services that access the SAP IPM central rights repository to retrieve information aboutthe exploitation of intellectual properties (IPs). You can use these services to retrieve accurate, up-to-dateinformation about the rights availability for an IP.

The exploitation of IPs involves a variety of specialized third-party systems, including:

- Program Scheduling

- Program Planning

- Digital Asset Management

- Media Distribution

The enterprise services for rights availability inquiries allow you to integrate rights availabilityinformation into these systems.

The business object Intellectual Property Rights Availability Inquiry comprises the following threesynchronous service operations that use the request and response pattern:

IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In

- Message Type Request:IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQuery_sync

- Message Type Response:IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateResponse_sync

IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateQueryResponse_In

- Message Type Request:IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateResponse_sync

- Message Type Response:IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateResponse_sync

IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateQueryResponse_In

- Message Type Request: IntlectlPrptyRights AvailabilityInquiryCRMSingleProductSimulateQuery _sync

- Message Type Response:IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateResponse_sync


The IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In serviceoperation retrieves the rights state for one or more IPs on an aggregated group level. This service does not

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provide detailed information about the related or subordinate IPs.

The IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateQueryResponse_Inservice operation retrieves the same level of aggregated state on the group level as theIntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In serviceoperation, but can also answer multiple (bulk) requests within one operation.

The IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateQueryResponse_In serviceoperation retrieves the detailed status and information, such as the market segment (rights dimensions)for a single IP specified and its subordinate IPs, if requested.


To enable the enterprise services for the rights availability analysis, you must make the settings inCustomizing activity Map Code Values to Rights Dimension Values.

1.17.1.6.2 Rights Availability Analysis (Enhanced)

Use

As of SAP CRM 7.0, the rights availability analysis for Intellectual Property Management (IPM) hasbeen enhanced as follows:

- You can configure the system to add new intellectual property (IP) search options based on set typeattributes. For more information, see Effects on System Administration.

- You can implement your own availability calculation logic for the rights availability analysis. Forexample, you can change the logic to specify which rights or subordinate IPs are considered in therights availability calculation. For more information, see Effects on Customizing.

- The system displays a warning message when you view the Availability Overview screen if youhave changed the availability criteria after executing the rights availability analysis.

- You can choose to view either the rights availability for an IP, or for an IP and its subordinate IPs:

- You choose the Current IP pushbutton to view the rights availability for the selected IP in theAvailable Rights and Summary - All Missing Rights assignment blocks. The systemdisplays the available or missing rights on the IP level. This means that only the rights for theselected IP display, without taking into account the subordinate IPs.

- You choose the Combined IPs pushbutton in the Available Rights and Summary - AllMissing Rights assignment blocks to see the combined rights for all IPs in the hierarchy. Inthis case, the system includes the selected IP and all its subordinate IPs in the rightsavailability calculation.

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- You can now search for IPs and execute the rights availability analysis in one step by choosingSearch and Execute from the IP Selection screen.

- You can now execute the rights availability analysis from the Availability Criteria screen and fromthe Availability screen even if you have not selected any IPs. In this case, the system uses thecriteria you specified on the IP Selection screen to perform the search.

NOTEIf you have not specified any criteria on this screen, the system considers all IPs in the rightsavailability analysis.


For information about extending the search for IPs, see SAP Note 1026956.


To implement your own availability calculation logic in the rights availability analysis, use BusinessAdd-In (BAdI) Calculation Flexibility in the Rights Availability Analysis(CRM_IPM_RAA_INFL_CALC_BDEF).

1.17.1.6.3 Rights Availability Analysis - License to Third Party Scenario (New)

Use

As of SAP CRM 7.0, the License to Third Party scenario is available for the rights availability analysis.This offers the following functions when you create a rights availability request:

- You can specify a timeframe within which to search for the rights you wish to license to a thirdparty. This timeframe can be expressed as a particular duration, for example, six months, two years,or 50 days.

- The system displays rights availability results on the Availability Overview screen sorted byaggregated status and product description. The detail status displayed in the last column of theAvailability Overview table can contain two additional values:

- MTAL: Corresponds to intellectual properties (IPs) in which all rights criteria are met

- PTAV: Corresponds to IP in which the rights criteria are partially met

- The rights are considered as met in all criteria if the requested rights are fully met within thetimeframe. The rights are considered as partially met if the requested rights are partially availablewithin the timeframe. The rights are considered as not available if the requested rights are not metwithin the timeframe.

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- The rights that are met in all criteria display on the Criteria Fully Met screen. The rights that arepartially met display on the Criteria Partially Met screen. The rights are displayed in table format.

- You can create sales contracts from the Criteria Fully Met and Criteria Partially Met screens byselecting one or more rows.

- The system displays the IP count and row count information on the Criteria Fully Met and CriteriaPartially Met screens.


Use

As of SAP CRM 7.0, you can deactivate the release dates for an intellectual property (IP). Release datesallow you to control the automatic release of rights using generation rules. This function is primarilyrelevant to media companies that require window management, such as entertainment companies. Formedia companies that do not require this, it is not necessary to generate the release dates when yougenerate the rights for an IP, since the Rights Owned or Rights Owned (Granting Ref.) are alreadyavailable for sale. Therefore, this release of IPM enables the system administrator to ignore the releasedates in the rights calculations.


- IP




IP Overview


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1. Assign a generation formula that is mapped to an availability profile that does not consider the

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release dates.






1.17.1.6.5 Rights Availability Analysis for SAP GUI (Deleted)

Use

As of SAP CRM 7.0, the rights availability analysis function is no longer available in the SAP GUIapplication. Use the CRM WebClient user interface (UI) for rights availability requests.

1.18 CRM-IT Telecommunications


Use

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Note:



Installment Plan






Worklist/Workitem







Dunning History


Promise to Pay






- Write off items.

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See also


1.18.2 CRM-IT-BI Integration to Billing System

1.18.2.1 Integration of CRM Interaction Center WebClient with ERP FI-CA (New)

Use

As of SAP CRM 7.0, you can use the CRM Interaction Center WebClient to exploit ERP ContractAccounts Receivable and Payable (FI-CA) functions as follows:

- Display all FI-CA documents assigned to a dispute. Display the details of lists of bills, bill lineitems, and Event Detail Records (EDRs). In this context, bills originate in an external billing systemand are not identical with FI-CA invoices based on FI-CA receivables.

- Create disputes based on FI-CA objects (missing payments, missing credits, incorrect credits, andincorrect FI-CA documents).

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- A single CRM Interaction Center WebClient complaint corresponds to a single ERP FI-CA disputecase.

In an implementation where CRM Interaction Center WebClient and ERP FI-CA are integrated, FI-CAfunctionality relating to the dispute is available as follows:

- DunningDisputed objects and the total disputed amount are available and can be used for dunning reduction.

- PaymentsDisputed amounts can be deducted from amounts to be collected.

- InterestInterest calculations and interest postings can be suspended for disputed amounts.

When configured, the additional FI-CA processes update the dispute as follows:

- Posted documents in FI-CA can be automatically added to the dispute.

- The FI-CA dispute case attributes (disputed amount, amount paid, amount credited, amount clearedmanually, and amount written off automatically) can be displayed after the documents are posted.

- When non-FI-CA objects (bills, bill line items, and EDRs) are assigned to FI-CA documents and aredisputed in Interaction Center WebClient then dunning, payment, and interest calculation take intoaccount the disputed amount. In this case, incoming payments can be automatically assigned to thedispute case.

You can also create dispute cases directly in the FI-CA back-end system or in Biller Direct. Theserelevant attributes of dispute cases are replicated into CRM (into complaint based disputes) and areprocessed in the Interaction Center WebClient.

See also

For more Release Note information about Dispute Management, see Financial Customer Care andDispute Management (Enhanced).

1.19 CRM-IU Utilities Industry

1.19.1 CRM-IU-IC Utilities Industry: Interaction Center

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Note:



Installment Plan






Worklist/Workitem







Dunning History


Promise to Pay




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- Write off items.









See also


1.20 CRM-CA CRM Cross-Application Components

1.20.1 Rule Builder (New)

Use

As of SAP CRM 7.0, you can use the application for defining, creating and changing the rules for loyaltymanagement or territory management.

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- In loyalty management, a member activity is processed against the rules created with the rulebuilder, resulting in an action being performed. For example, if a member of a loyalty program takesa flight, the rules are processed and the member earns miles or points.

- In territory management, you use rules to define the scope of a territory. For example, you canspecify a country and certain postal codes to define the geographical region that a territory covers.You can also specify which account and/or products fall under a territory, or which sales area isresponsible for a territory.


Make settings in Customizing for Customer Relationship Management under CRMCross-Application Components -> Rule Builder.

See also

Loyalty Management (New)

Territory Management (Enhanced)

1.20.2 Changes to Customizing Structure for CRM Cross-ApplicationComponents

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> CRMCross-Application Components has changed as follows:

- The section Rule Builder is new.

- The activity Check Entire Model for Transactions has been renamed Extend Model forBusiness Transactions with New Relations and moved from Customer RelationshipManagement -> CRM Cross-Application Components -> Generic Interaction Layer/ObjectLayer -> Component-Specific Settings to the new section Business Transactions underComponent-Specific Settings. This section contains two new activities:

- Extend Model for Business Transactions with New Nodes

- Define Custom Handler Classes for Business Transaction Model Nodes

- The section Multilevel Categorization contains two new activities:



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1.21 CRM-MD Master Data

1.21.1 Changes to Customizing Structure for Master Data

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> MasterData has changed as follows:

Territory Management


- Define Number Range Intervals for Territory Hierarchy Levels

- Territory Attributes -> Maintain Territory Attributes

- Territory Attributes -> BAdI: Implement Business Logic for Additional Attributes

- Territory KPIs -> Activate / Deactivate KPIs

- Territory KPIs -> Additional KPIs -> Define Additional KPIs

- Territory KPIs -> Additional KPIs -> BAdI: Implement Business Logic for Additional KPIs

- Data Transfer -> Migrate Territory Attributes to the Rule Builder

- Master Data Notifications

- Business Add-Ins -> BAdI: Implement Business Logic for Changes in Accounts Data

- Business Add-Ins -> BAdI: Implement Business Logic for Changes in Product Data

The following activities have been deleted:

- Activate / Deactivate Attributes

- Additional Attributes -> Define Additional Attributes

- Additional Attributes -> Maintain Additional Attributes

- Maintain Territory Hierarchy

Products


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- Products -> Basic Settings -> Define Dependent Value Helps for Attributes

- Products ->Business Add-Ins:

- BAdI: Addition/Removal of History Blocks

- BAdI: Changes to History Data

- Products -> Objects -> Define Object Family Groups

- Products -> Objects -> Object Settings for Service Transactions -> Define ObjectRelationships

- Products -> Objects -> Object Settings for Service Transactions -> Define OperatingSystem Versions

- Products -> Objects -> Object Settings for Service Transactions -> Define Filter Criteria forService Transactions Assignment Block

- Products -> Objects -> UI Object Type Determination -> Define UI Object TypeDetermination

- Products -> Objects -> UI Object Type Determination -> Define UI Object SubtypeDetermination

Installed Base

The section Replication of Equipment from SAP ERP has been renamed Replication of TechnicalObjects from SAP ERP.


- Replication of Equipment from SAP ERP > Replication of Functional Locations:Prerequisites and General Information

- Replication of Equipment from SAP ERP -> Define Default Settings for Replication ofFunctional Locations

- Replication of Equipment from SAP ERP -> Business Add-Ins -> BAdI: Creation of Objectsby Functional Location DownloadThe activity BAdI: Equipment Download has been moved to this new subsection and renamedBAdI: Creation of Objects by Equipment Download.

- Define Authorization Groups

Knowledge Articles

The section Knowledge Articles is new.

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1.21.2 CRM-MD-TM Territory Management

1.21.2.1 Territory Management (Enhanced)

Use

As of SAP CRM 7.0, territory management is enhanced to help you better organize and structure yoursales markets.

The various phases in territory management - starting with the initial design and assignment of territoriesthrough continuous management and administration, provide the following new functions:

- Assign business rules to territories to support complex sales market structures. Here you useattributes along with operators [AND/OR/NOT/In Between] to define the scope of a territory. Forexample, a territory defined by postal code BETWEEN 18500 AND 18520 and business partner isJohn Smith but NOT where product is frozen foods.

- Use key performance indicators like the number of leads in each territory, to simulate variousterritory re-alignment scenarios and choose an equitable distribution of resources across territories.

- Use search-based reports to optimize territory structures by locating gaps in territory assignments(for example, territories that have not been assigned to accounts), and reassigning territoryresponsibility (when an employee responsible is on vacation ). These reports allow you tocollectively identify all territories matching the search criteria and maintain them.

- Use the data archiving function to control database size and to ensure long-term access to territorymaster data.

- Create and override territory assignments in the Accounts application.

- Use territory-based field checks when creating business transactions like sales order or quotations,and use territory-related search criterion in the accounts and products applications. This allows youto align ownership of accounts, product and business transactions with territory ownership.

With this, you can manage frequently evolving sales markets and sales professionals have optimal modelsof sales territories to work with.


To formulate business rules for territories, you have to migrate territory attributes to the Rule Builder. Todo this, complete Customizing step Migrate Territory Attributes to the Rule Builder.

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Make settings in Customizing for Customer Relationship Management under Master Data ->Territory Management.

For information about the configuration settings you have to make for search-based reports,territory-based field checks, and to add territory-related search criterion refer to configurationdocumentation for the Territory Processing business process in the SAP Solution Manager.

See also

Rule Builder (New)

For information about changes to the Territory Management Customizing structure refer to the Changesto Customizing Structure for Master Data..

1.21.3 CRM-MD-BP Business Partners

1.21.3.1 Business Partners: Integration of Cases (New)

Use

As of SAP CRM 7.0, the Related Cases assignment block can be integrated into the account, contact,and employee overview pages. It shows all cases related to the specific account, contact, or employee andenables navigation to the case details based on hyperlinks.

You have the following options from within the assignment block:

- Add existing cases to the respective business partner (account, contact, or employee), and search forthe relevant cases using the input help

- Create new cases

- Remove assigned cases


Related Cases is delivered as a hidden assignment block. To integrate the assignment block into theviews already available on the overview page it is necessary to create a new configuration.

1.21.3.2 Time-Dependent Contact Relationships (New)

Use

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As of SAP CRM 7.0, contact relationships established between accounts and contacts have a validityperiod. This provides a time frame within which a contact is relevant for business transactions, such asactivities, opportunities, sales orders, or sales order quotations.

The main changes are as follows:

- "Valid From" and "Valid To" fields:

- On the Account overview page in the Contacts assignment block

- In the search result on the Contact page and the Contact search help

- On the Contact overview page

- A new assignment block on the Account overview page showing the accounts that are not currentlyvalid.

- The workflow template 53000005 has been enhanced for channel management purposes to deleteusers that are assigned to contacts that have become invalid. The workflow is triggered whenever acontact relationship is deleted or becomes invalid.The report BUPTDTRANSMIT is used to detect whether any contacts have become invalid andshould be scheduled as a regular background job.

- Replication with SAP ERP:

- If a contact relationship becomes invalid in SAP CRM, the contact person is deleted in SAPERP.

- If a contact is currently valid in SAP CRM but deleted in SAP ERP, the contact is by defaultdeleted in SAP CRM. However, you can restrict the validity of the contact relationship insteadof deleting it, by activating the function module CRM_BUPR_RESTRICT_CONTACT usingtransaction CRMC_BUT_CALL_FU.


You activate time dependency for contact person relationships in Customizing for Cross-ApplicationFunctions under SAP Business Partner -> Activation Switch for Functions.

1.21.3.3 CRM: Create User (New)

Use

As of SAP CRM 7.0, you can automatically assign users to employees and create complete identities inSAP Customer Relationship Management (SAP CRM). You can automate the process of creation andchange of identities in SAP CRM in two cases:

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- If you are using SAP ERP Human Capital Management (SAP ERP HCM), employee data isdistributed automatically to the SAP CRM system using Application Link Enabling (ALE). Usersare automatically created in the SAP NetWeaver Identity Management system; an administratorassigns business roles to these users in SAP NetWeaver Identity Management. The users are thenautomatically created with the according PFCG roles, and assigned to employees in SAP CRMbased on the personnel number previously acquired from SAP ERP HCM.

- If you are not using SAP ERP HCM, users and employees are automatically created in SAP CRMbased on the data received from SAP NetWeaver Identity Management. The users are automaticallyassigned to employees in SAP CRM.

A user who logs in to the CRM WebClient UI can then immediately start working in SAP CRM.

Prerequisites

You have installed SAP NetWeaver Identity Management 7.1.

1.21.4 CRM-MD-PRO Products

1.21.4.1 CRM-MD-PRO-OBJ Objects

1.21.4.1.1 IT Infrastructure Item Objects (New)

Use

As of SAP CRM 7.0 you can create IT infrastructure item objects using a new IT Item (0404) objectfamily.

The IT object management process of IT service management (ITSM) allows you to account for the ITinfrastructure items within the organization that are relevant for efficient incident, service request,problem and request for change processing.

The IT Item Object overview page contains a new additional Infrastructure Data assignment blockwith related data such as Host Name, IP Address and Gateway.


You can define operating system versions. You do this in Customizing for Customer Relationship

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Management under Master Data -> Products -> Objects -> Object Settings for ServiceTransactions -> Define Operating System Versions.

See also

Objects (Enhanced)

1.21.4.1.2 Objects (Enhanced)

Use

As of SAP CRM 7.0 you can do the following;

- Display, add, change and delete relationships between objects in a new Object Relationshipsassignment block on the Objects overview pageRelationships can be defined to represent a one-to-one (1:1) or a one-to-many (1:N) association,have validity dates, and have an active or inactive status. A change history is also available to recordwhen changes to a relationship occur and who makes them.

- Display the service transactions which list the object as a reference object in a new ServiceTransactions assignment block on the Objects overview page

- Display equipment details downloaded from SAP ERP in a new Equipment Details assignmentblock on the Objects overview page

- Copy an object structureThe copy functionality has now been extended to allow you to create copies of object structures.You can choose to create a single copy or multiple copies from the same procedure.Note: Business partner and warranty information is not copied into the new structure.


You define object relationships and assign them to object families. You do this in Customizing forCustomer Relationship Management under Master Data -> Products -> Objects -> ObjectSettings for Service Transactions -> Define Object Relationships

You restrict the transactions that are displayed in the Service Transactions assignment block (forexample, to certain transaction types). You do this in Customizing for Customer RelationshipManagement under Master Data -> Products -> Objects -> Object Settings for ServiceTransactions -> Define Filter Criteria for Service Transactions Assignment Block.

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1.21.4.2 CRM-MD-PRO-IF Data Exchange

1.21.4.2.1 CRM-MD-PRO-IF-PRO Data Exchange Products

1.21.4.2.1.1 Replication of Bills of Material (New)

Use

As of SAP CRM 7.0 you can replicate bills of material (BOMs) to SAP CRM from SAP ERP. Thisfunction is supported as of SAP enhancement package 4 for SAP ERP 6.0.

You can replicate BOMs that are defined for the following types of master data in SAP ERP:

- Material

- Equipment

- Functional location

A BOM is a list of materials that are constituent components of the above entities. These materials areincluded in the product proposal in service transactions, thereby providing your service employees withmore accurate, transaction-specific information.

When replicated to SAP CRM, BOMs are represented as lists of products, linked by means ofrelationship types with the following:

- Products representing materials replicated from SAP ERP

- Objects representing equipment and functional locations replicated from SAP ERP

The entries in a BOM are displayed in the Service Parts - ERP assignment block in product and objectdata. You cannot change this data in SAP CRM.

Bill of Materials for Reference Product

A material that is assigned to a piece of equipment in SAP ERP as a construction type is represented asthe reference product in the equipment object in SAP CRM. If a BOM exists for this material in SAPERP, this is shown in the Referenced Service Parts - ERP assignment block in the equipment objectin SAP CRM.

Bills of Materials in Transactions

You can assign a product or object from SAP ERP as a reference product for a service contract (andquotation), service order (and quotation), or service confirmation in SAP CRM. If this reference producthas a BOM assigned to it in SAP ERP, the products from the BOM are included in the product proposalfor transaction items.

Restrictions for Replication of BOMs

- Only BOM items of the following item categories are downloaded:

- I (PM structure element)

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- L (Stock item)

- N (Non-stock item)

- Only group BOMs or BOMs from a specific plant are downloaded.This is because structured products cannot be defined for a specific organization, but are alwaysvalid across clients.

- BOMs in which a material is used multiple times as a component are not downloaded.

- BOMs in which a configurable product is used as a header product or component are notdownloaded.

Prerequisites for Replication of BOMs

- Activate and set filters for middleware adapter objectThe adapter object BOM_ERP is used to replicate BOMs. Before you can replicate data, you need toactivate this object in transaction R3AC1 and set a filter for the fields WERKS (plant) and STLAN(usage type) for tables MAST (material), EQST (equipment), and TPST (functional location). Youcan only set one active filter per table for each of these fields.If you do not define a filter for a particular entity, BOMs are not downloaded for that entity.

- Check whether higher-level objects are downloaded from SAP ERPYou need to have downloaded the objects to which the BOMs are assigned. You can use transactionR3AM1 to check whether they have been downloaded.

- Assign relationship types to categories for higher-level objectsIn the CRM WebClient UI on the Product Hierarchy page, assign the relationship typesBOMHEDS and BOMITMS to the following categories:

- Material categories that you have downloaded from SAP ERP

- Category OBJ_0401 for equipment

- Category OBJ_0403 for functional locationsNote: On the Product Hierarchy page, you can also specify for each category whether you wantBOM products for the reference product to be included in the product proposal.

1.21.5 CRM-MD-INB Installed Bases

1.21.5.1 Additional Indexing for Partner-Based Searches (New for SP01)

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Use

As of SAP CRM 7.0 SP01, an additional index table is available to improve system performance duringpartner-based searches across installed bases. This can be necessary in the case of large installed bases,and when searches are run using the search options Header Using Partner Data and ComponentUsing Partner Data.

With this release, the concept of features is introduced in installed base management. Features are piecesof functionality that can be optionally activated. The additional index table for partner-based searches is anew feature.

A new Customizing activity is available that shows whether this feature and features available in futurereleases are active. You can find this activity in Customizing for Customer Relationship Management,under Master Data -> Installed Base -> Display Feature Activation Status.


To fill the index table IBPART_IDX, you run the program IBPART_IDX_CREATE_INDEX (CreatePartner Index for IBase). The table is updated each time an installed base or component is saved.Ensure that the program is not set to run in test mode, otherwise the index table is not filled.

To empty the index table, you run the program IBPART_IDX_DELETE_INDEX (Delete Partner Indexfor IBase). This program also deactivates the indexing feature.


Use


- Objects

- Installed bases

- Service orders


- Service contracts

- Complaints

- Returns


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1.21.5.3 Replication of Equipment Betw. SAP ERP and SAP CRM (Enhanced)

Use

You can replicate equipment in SAP ERP as object components of installed bases in SAP CRM.

As of SAP CRM 7.0 and SAP enhancement package 4 for SAP ERP 6.0, the following enhancements areavailable in the equipment replication function:

- Assignment of equipment to functional locations in SAP CRMIf you use the new replication function for functional locations (see the release note Replication ofFunctional Locations from SAP ERP to SAP CRM (New)), equipment installed at a functionallocation in SAP ERP is inserted in the installed base structure in SAP CRM below the objectcomponent representing the functional location.

- Assignment of SAP ERP construction types as reference products for equipment objects in SAPCRMIf a piece of equipment has a construction type maintained, the corresponding material is assignedas the reference product of the equipment object in SAP CRM.

- Warranty information for SAP ERP equipmentIf a customer/vendor warranty start and end date is entered in SAP ERP for a piece of equipment,SAP CRM checks for a corresponding customer/vendor warranty in the SAP CRM system when theequipment is downloaded. If a warranty template exists for the sales area and reference product ofthe equipment in SAP CRM, this is automatically copied to the Warranties assignment block of theobject. The warranty validity dates in this block are copied from SAP ERP.

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If you want to transfer warranty information from SAP ERP to SAP CRM, you need to start transactionR3AC1 and ensure that, for the business adapter object EQUIPMENT, the source table BGMKOBJ is notset to Inactive.

1.21.5.4 Replication of Functional Locations from SAP ERP to SAP CRM (New)

Use

As of SAP CRM 7.0 you can replicate functional locations from SAP ERP to SAP CRM. This function issupported as of SAP enhancement package 4 for SAP ERP 6.0.

In SAP CRM, functional locations are represented as object components of an installed base. Thestructure of functional locations is also replicated, and reflected in the installed base structure. If youreplicate functional locations and pieces of equipment, the assignment of equipment to functionallocations is also reflected in the installed base structure.

The following replication processes are available:

- Initial download of functional locations from SAP ERP to SAP CRM

- Delta download of functional locations that have been created, changed, or deleted

- Delta upload (SAP CRM to SAP ERP) of changes to the assignment of equipment to a functionallocation (installation/dismantling)See also the release noteReplication of Equipment Betw. SAP ERP and SAP CRM (Enhanced).

Note

In SAP CRM, you cannot change the downloaded structure of functional locations, create new functionallocations in a downloaded structure, or delete a downloaded functional location. You can only installequipment in and dismantle it from a functional location.


To enable replication of functional locations, you need to make the settings described in Customizing forCustomer Relationship Management under Master Data -> Installed Base -> Replication ofTechnical Objects from SAP ERP -> Replication of Functional Locations: Prerequisites andGeneral Information.

You make default settings for the replication of functional locations in the above Customizing section, in

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the activity Define Default Settings for Replication of Functional Locations.

If required, you can use a Business Add-In (BAdI) to influence the replication of functional locationsfrom SAP ERP to SAP CRM. You can find this BAdI in the above Customizing section under BusinessAdd-Ins -> BAdI: Creation of Objects by Functional Location Download.

1.21.5.5 Authorization for Installed Bases (New)

Use

As of SAP CRM 7.0 you can control user authorization for displaying, changing, and creating installedbases. Authorization control for installed bases uses the authorization concept for Application ServerABAP. For each user, you can determine authorization depending on the following:

- The authorization group assigned to an installed baseYou define authorization groups in Customizing. The new field Authoriz. Group is available on theInstalled Base page, in the General Data block.

- The installed base category

The new authorization object CRM_IBASE (Authorization Object for Installed Base) is available withthe following fields:

- ACTVT (Activity)The possible values of this field are:

- 01 (Create or Generate)

- 02 (Change)

- 03 (Display)

- IB_AUTHG (Authorization Group for Installed Base)

- IB_IBTYP (Installed Base Category)

For the relevant role, you define values for the above fields in an authorization profile, therebydetermining which actions users with that role can perform, and which installed bases they can display,change, and create.

When you define an authorization profile, you should add authorization levels incrementally, as follows:

1. Display

2. Change (precondition is Display authorization)

3. Create or Generate (preconditions are Display and Change authorization)

Authorization profiles should not be set up as follows:

- Create but no Change or Display authorization

- Change but no Display authorization

Note

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The authorization object IB_IBASE is not used in SAP CRM.

Effects on User Navigation

The authorization check does not influence whether or not certain options (such as the Create button orhyperlinks to assigned installed bases) are displayed on the user interface. If a user does not havesufficient authorization for an installed base, a message is displayed.

The search results list for installed bases only contains installed bases for which the user has at minimuma display authorization.

When a user creates or changes an installed base, he can only assign an installed base category orauthorization group for which he has at least display authorization.


If you restrict display authorization to installed bases, you can also consider configuring the relevantbusiness role for the CRM WebClient UI so that users cannot navigate to the Installed Base page.


You define authorization groups in Customizing for Customer Relationship Management underMaster Data -> Installed Base -> Define Authorization Groups.

1.21.5.6 Installed Base Structure (Enhanced)

Use

As of SAP CRM 7.0 you can display an object structure in an installed base. Within the installed base,you cannot change the object structure. If you want to change the object structure, you can do this in theobject master data in the Components assignment block.


If you have modified the user interface for the installed base structure and want to continue to use yourmodified version, follow the instructions in SAP Note 1224035.

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1.22 CRM-BF Basic Functions

1.22.1 Multilevel Categorization (Enhanced)

Use

As of SAP CRM 7.0, the following functions in multilevel categorization have been enhanced or added:

- Determination of categorization schemasIn addition to the existing mapping of categorization schemas to subject profiles, you can now mapcategorization schemas directly to transaction types and item categories. In turn, the transactiontypes and item categories are mapped to catalog categories.If you want to influence the response profile and warranty determination via multilevelcategorization, you have to continue mapping the relevant categorization schemas to subjectprofiles.For the applications using multilevel categorization, different standards apply:

- The mapping of categorization schemas to transaction types is delivered predefined for servicerequests (incidents), problems and requests for change.Changing the predefined mapping requires additional configuration steps, described in SAPSolution Manager.

- The mapping of categorization schemas via subject profiles is delivered predefined for thestandard CRM WebClient business transactions service order and complaint.Changing the predefined mapping requires additional configuration steps, described in SAPSolution Manager.

- Mapping categorization schemas to item categories requires additional configuration,described in SAP Solution Manager.

- Mapping categorization schemas to transaction types and item categories is not available forthe IC-specific business transactions service ticket, service order and complaint.

- Multiple blocks of categorization fieldsYou can now use multiple blocks of categorization fields in your applications.Mapping categorization schemas to transaction type/catalog category, and item category/catalogcategory combinations, enables you to assign multiple schemas to one transaction type or itemcategory. Thus, you can now integrate several schemas on header and item level in yourapplications. These are displayed in separate blocks of categorization fields.This option is not available when mapping categorization schemas to subject profiles.Service requests (incidents), problems and requests for change are delivered predefined for usingtwo blocks of categorization fields on header level: Subject and Reason.

- Automatic item determinationFor service requests (incidents) and problems, you can now use the automatic item determinationbased on multilevel categorization.The automatic item determination via multilevel categorization overrides the settings in BusinessAdd-In (BAdI) Product Assignment for Creation of Service Items that is otherwise used for theitem determination. If the system cannot determine the item for the corresponding businesstransaction via the categorization schema, the BAdI is called.

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- Find related objectsFor service requests (incidents), problems, and requests for change, you can now use the find relatedobjects function and influence it via the multilevel categorization. The system then proposes objectswith the same category assignments, for example knowledge articles. If you want to display therelated objects, you have to click the More button in the CRM WebClient UI.

- The following functions were previously available only in the interaction center (IC), and are nowalso available for the standard CRM WebClient business transactions service order and complaint:

- Auto completeWhen creating or changing categorization schemas, you can assign templates, for exampleservice order templates, to categories.If you select the relevant category in the application, for example the service order, you canchoose More -> Auto Complete to transfer the data from the relevant template.

- Auto suggest of categories via productYou can assign products to categories in a categorization schema. If you enter a product onheader level in the application using multilevel categorization, the category fields areautomatically filled.


- To use the enhanced functions, you have to make the settings in the following Customizingactivities in Customizing for Customer Relationship Management, under CRMCross-Application Components -> Multilevel Categorization:

- Define Application Areas for Categorization



- In order to use the automatic item determination and the find related objects function, based onmultilevel categorization, you additionally have to make the settings in Customizing for CustomerRelationship Management, under Transactions -> Settings for Service Requests -> DefineItem Determination and Define System Proposals for Related Transactions.

1.22.2 Usage-Based Service Contract: Reading Reminder (Enhanced)

Use

As of SAP CRM 7.0, you can use an outbound Web service to integrate intelligent device management(IDM) software into the counter function in usage-based service contract processing.

With the Web service, you can automatically send reading reminders to the integrated IDM software. TheIDM software then creates the counter readings in the Usage Overview assignment block of the

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usage-based service contract.

The Web service definition is delivered in XML format in SAP Note 1222954, together with informationon how to define the interface to the IDM software.

1.22.3 Worklist (Enhanced)

Use

As of SAP CRM 7.0, the worklist has been enhanced in the following way:

- You can now add notes as attachments to workflow tasks in the worklist.You can access the new function in the Attachments assignment block of the workflow taskdetails. The notes are stored as plain text files and not deleted during workflow processing.

- The business object inbox of the worklist has been renamed to business transaction inbox.

1.22.4 Changes to Customizing Structure for Basic Functions

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> BasicFunctions has changed as follows:

- The section Payment Cards has been restructured. The activities in the former subsection Settingsfor Transactions are now found under Basic Settings and Settings for Authorization.

- The section Communication Management Software Integration is new.

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1.22.5 CRM-BF-E2C Email To CRM

1.22.5.1 Email2CRM (New)

Use

Starting with SAP CRM 7.0, you can use Email2CRM (customizing transaction e2c) to enable the fieldsales force to access data from the CRM system and to create data in the CRM system using e-mails(plain text and XML). The following functions are available:

- You can create new services that can be accessed with e-mail.

- You can configure usage authorizations for each service by role or by user.

- You can request, by e-mail, the list of system services that you have authorization to use.

- You can create new business documents, such as leads, by using simple e-mail technology. You cancreate Adobe Forms based templates for data entry using the Adobe LiveCycle Designer ESprogram.

- You can create new business documents by extracting XML data from Adobe Forms sent to theCRM system by e-mail.

- You can search for customer master data, such as address data. You can also search for customertransaction data, such as open leads or service orders.

Advantages

Email2CRM has the following advantages:

- You can use Email2CRM with any device capable of sending text based email. No additionalsoftware or configuration is needed for e-mail devices to access Email2CRM.

- Email2CRM uses the existing SAPconnect functionalities.


For more information, see Customizing for Email2CRM under Customer Relationship Management ->Basic Functions -> Email2CRM -> Email2CRM: Service Maintenance.

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1.22.6 CRM-BF-PC Payment Cards

1.22.6.1 Billing of Payment Card Transactions (New)

Use

As of SAP CRM 7.0 you can use CRM billing to process payment card transactions. Previously, billingof payment card transactions was only possible in SAP ERP. In SAP CRM, you can perform billing forall business transactions that support payment cards:

- Sales and service orders

- Sales and service contracts


The general process of billing with payment cards is the same as with SAP ERP billing:

1. You enter payment card information in the Payment Method assignment block in the businesstransaction and authorization takes place automatically or is entered manually by an employee aftercommunication with the clearing house.

2. When billing takes place and transfer to accounting begins, the billing component checks whethersufficient valid authorized amounts are available in the preceding transaction.There must be sufficient authorization for each billing document item.

3. If sufficient authorizations are available, billing and payment card data is transferred to SAP ERPaccounting.

New Features with SAP CRM Billing

- Once a billing document for a payment card transaction is saved, the Payment Cards assignmentblock on the Billing Documents page shows the payment card data and the used authorizedamount(s), provided that:

- The document is not blocked for transfer to accounting.

- Valid and unused authorizations are sufficient to cover the gross value of each billingdocument item.

- Transfer to accounting was successful.

- Once billing data for payment card transactions has been transferred to accounting, you can displaythe relevant billing document ID in the Payment Method assignment block of the precedingtransaction. You can also display the used authorization amounts.

- If authorized amounts are insufficient when billing takes place, a reauthorization call to the clearinghouse is triggered automatically for the missing amount. If reauthorization fails for technical reasonsor if the valid authorized amount is still insufficient, the billing document is marked as having anerror and is not transferred to accounting.

- You can restart the transfer to accounting for billing documents with failed or insufficientauthorization. By doing this you trigger another reauthorization. You can transfer data as follows:

- On the SAP Easy Access screen under Sales or Service -> Billing -> Transfer Billing

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Documents to Accounting.You select Only Documents with Failed Transfer in the Selection Range field to findbilling documents with failed authorization.

- In the CRM WebClient UI on the Billing Documents page, by using the search criterionTransfer to Acctg Status with the value Document not Transferred.Use the Transfer to Accounting function to transfer relevant billing documents.

New Features with Billing in SAP CRM or SAP ERP

- You can specify the masking format of payment card numbers.

- You can activate a log of user access to full payment card numbers.

Note

If you perform delivery-related billing in SAP CRM, payment card authorizations are not checked whenthe delivery is processed in SAP ERP. Payment card authorizations are also not checked if you use SAPCRM or SAP ERP for delivery-related billing and have implemented the service parts managementfunctions for orders.

Intercompany billing does not support payments using payment cards.


If you are upgrading from a prior release and CVVs are stored in the database, you can run the reportCRM_PAYCARD_CLEAR_CVV to delete the CVVs.


If you want to use SAP CRM billing to process payment card transactions, you need to make thefollowing settings in Customizing for Customer Relationship Management:

- Activate the feature Payment Card Processing under Billing -> Configure Application.

- Specify the relevant accounts receivable accounts for transactions using payment cardsYou do this under Billing -> Integration -> Transfer of Billing Documents to Accounting ->Transfer to Accounts Receivable (FI-AR) and Accounts Payable (FI-AP) -> SalesTransactions: Assign Accounts for Receivables from Payment Cards and ServiceTransactions: Assign Accounts for Receivables from Payment Cards.

- Ensure that the payment plan type Payment Card is set under Billing -> System Enhancements-> Maintain Application Dependent Parameters.

- Check the predefined settings under Basic Functions -> Payment Cards -> Basic Settings ->Make Security Settings for Payment Cards.

- If you want to do either of the following, implement a Business Add-In (BAdI):

- Adjust the values for which reauthorization takes place

- Create new authorizations in the case of cancelled billing documentsYou can find the relevant BAdI under Basic Functions -> Payment Cards -> BusinessAdd-Ins -> BAdI: Payment Plan Processing.

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- If you want to include payment card information on the printed or electronic output of invoices, youneed to add the relevant fields in the definition of the relevant Smart Form.

1.22.7 CRM-BF-CFG Product Configuration

1.22.7.1 External Configurator (New)

Use

As of SAP CRM 7.0, in addition to the product configurator in the SAP standard system, you can alsointegrate one or more external product configurators into your CRM WebClient user interface (UI). Youcan integrate any product configurator that runs using Web services and has a Web interface.

The integration of an external product configurator is supported for the following business objects:

CRM sales order

CRM sales quote

CRM package quotation

If your customer creates an order using an external product configurator, that order can be edited in theCRM system.

Note

For forwarding to an external system, an assignment based on the corresponding enhanced XIF adaptermust be developed in the implementation project.


You integrate an external product configurator in Customizing for Customer RelationshipManagement under Basic Functions -> Product Configuration -> Settings for ExternalConfigurators .

1.22.7.2 UI Designer of the Product Configurator (New)

Use

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As of SAP CRM 7.0, in the CRM WebClient UI, you can change the display of configurable products.

This feature is based on the product model, which is either transferred from the ERP system or created inSAP CRM with the product modeling environment (PME). You can create and assign multiple userinterface (UI) models for each version of a product model. You assign a UI model to a specific UI (B2BWeb shop or CRM WebClient UI, for example) and to a specific role, if necessary.

This display is mainly used to cater to the needs of distribution, the user, and sales. For example, in thecall center, often only an order change is received for a configurable product. For this reason, it isimportant for agents to see all characteristics on one page.

In the UI Designer, you can access CRM product master maintenance using assignment block ProductModels.

Some examples of the objects in the product configuration UI that can be changed include:

- You can change the sequence of components, groups, characteristics, and values.

- For each characteristic, you can define the display (dropdown list or radio buttons).

- You can add pictures.

- You can arrange the characteristics on pages, which are presented to the user in a step-by-stepfashion.

- You can decide which additional contents (pictures, text, documents) are visible for whichcharacteristics or values.

1.22.7.3 Integration of the Product Configurator Into ERP Order (Enhanced)

Use

As of SAP CRM 7.0, you can use the CRM product configurator for configurable products in an ERPsales transaction. This option is available in both the CRM WebClient UI (including the InteractionCenter) and in the CRM Web Channel.

In addition, the configuration model must be compatible with the Internet Pricing and Configurator (IPC).For information about the necessary settings for IPC, see SAP Solution Manager.

In addition, you can offer changeable product variants. When you implement the Lead-to-Cash scenario,the plant-specific variant must be the same as the cross-plant variant. In this scenario, in addition to thevariant search according to fixed variants, you can also configure changeable variants after the fact.Pricing with the IPC can also be used during interactive configuration. For more information about thenecessary settings for these features, see SAP Solution Manager.

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You can activate Configuration Settings: Activate Pricing and Variant Search for the productconfigurator.

See also

For more information about integrating the product configurator into ERP sales transactions, see SAPSolution Manager.

For more information about variant configuration in ERP, see SAP Library on SAP Help Portal athttp://help.sap.com/erp. In the current documentation, choose SAP ERP Central Component ->Logistics-> Logistics - General (LO) -> Variant Configuration (LO-VC).

For information about differences in product configuration between ERP and CRM, see SAP Help Portalat http://help.sap.com/erp. In the current documentation, choose SAP ERP Central Component ->Logistics -> Logistics - General (LO) -> Variant Configuration (LO-VC) -> Product Configurationwith the Configuration Engine -> ERP Master Data and Configuration Engine.

1.23 CRM-BE Billing

1.23.1 Business Add-Ins for Billing (Changed for SP01)

Use

As of SAP CRM 7.0 SP01, the Business Add-Ins (BAdIs) relevant for input processing in billing aregrouped in a new section in Customizing for Customer Relationship Management under Billing ->System Enhancements -> Business Add-Ins -> Inbound Processing.

The following previously existing BAdIs are available in this section:

- BAdI: Transfer of SAP ERP Deliveries to Billing Due List (new in Customizing)

- BAdI: Transfer of Orders to Billing Due List (previously existed only in Customizing for salestransactions)


In addition, the BAdI Influencing Revenue Account Determination has been renamed as DataTransfer to Accounting. You can find this BAdI in Customizing for Customer RelationshipManagement under Billing -> Integration -> Transfer of Billing Documents to Accounting ->Transfer to Accounts Receivable (FI-AR) and Accounts Payable (FI-AP) / Transfer to ContractAccounts Receivable and Payable (FI-CA).

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1.23.2 Business Add-Ins for Copying Requirements (Changed for SP01)

Use

As of SAP CRM 7.0 SP01, the following Business Add-Ins (BAdIs) have been replaced by new BAdIsthat offer improved performance and easier implementation:

Old BAdI Definition New BAdI Definition Enhancement Spot/BEA/BDCPREQ BEA_CRMB_BD_CPREQ BEA_CPREQ/BEA/BDCPREQC BEA_CRMB_BD_CPREQC BEA_CPREQC

The BAdIs function as before, however, you need to recreate your implementations of the generatedBAdI definitions (see "Effects on System Administration" below).


For information about migrating the existing implementations of generated BAdIs in your system, see theSAP CRM 7.0 release note Business Add-Ins for Billing (Changed).


The new BAdI definitions can be found in Customizing for Customer Relationship Managementunder Billing -> System Enhancements -> Business Add-Ins ->

- BAdI: Copying Requirements

- BAdI: Copying Requirements for Cancellation

1.23.3 Report for Scheduled Billing in the Background (Changed for SP01)

Use

As of SAP CRM 7.0 SP01 a new report is available that provides improved load balancing during batch

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processing. The new report /1BEA/R_CRMB_DL_JOBS_CREATE1 is accessible using transaction/BEA/CRMB06 or from the SAP Easy Access screen under Sales/Service -> Billing -> CreateBackground Jobs for Billing. It replaces the report /1BEA/R_CRMB_DL_JOBS_CREATE, which waspreviously accessible with the transaction /BEA/CRMB06.

Previously, load balancing was achieved by limiting each batch job to a user-defined maximum numberof sold-to parties. The new report no longer uses the maximum number of sold-to parties as a selectioncriterion. Instead, the system assigns transactions to background jobs, taking into account the following:

- The maximum number of transactions that can be processed per jobThis number is derived from the number of transactions selected for processing, divided by thenumber of jobs specified in the selection criteria.

- The billing unit (each job can contain transactions for one billing unit only)


You can continue to use the old report /1BEA/R_CRMB_DL_JOBS_CREATE if this report runssuccessfully for your organization and you have created report variants. However, we recommend thatyou use the new report /1BEA/R_CRMB_DL_JOBS_CREATE1.

1.23.4 Business Add-Ins for Billing (Changed)

Use

As of SAP CRM 7.0 generated Business Add-In (BAdI) definitions for billing have been replaced withnon-generated BAdI definitions. The BAdIs function as before, however, you need to recreate yourimplementations of the generated BAdI definitions as described below under "Effects on SystemAdministration".

The BAdIs definitions have been replaced as follows:

Obsolete Generated Definition Non-Generated Definition Enhancement Spot/1BEA/CRMB_DL_PRC (Pricing: Mapping for Billing Due List) BEA_CRMB_DL_PRC BEA_PRC/1BEA/CRMB_BD_PRC (Pricing: Mapping for Billing Document) BEA_CRMB_BD_PRCBEA_PRC/1BEA/CRMB_DL_XIF (XIF Inbound: Mapping and Validation) BEA_CRMB_DL_XIFBEA_XIF


Old Method New MethodIN_MAP_HEAD None (method deleted)

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IN_MAP_HEAD1 (as of Release 5.0) IN_MAP_HEADIN_MAP_ITEM None (method deleted)IN_MAP_ITEM1 (as of Release 5.0) IN_MAP_ITEM


In order to recreate existing implementations of generated BAdIs in your system, you need to do thefollowing:

1. Run the report BEAR_GET_OLD_BADI_IMPLS to list all existing implementations of thegenerated BAdIs.

2. Start transaction SE19 and display one of the current implementations.

3. Start transaction SE19 in a separate session, and create a new enhancement implementation for therelevant enhancement spot listed in the report (see step 1).

4. Create a BAdI implementation for the BAdI definition listed in the report.

5. Create a BAdI implementation class for the new BAdI definition.

6. Copy the logic for each method from the old BAdI implementation to the new implementation class.

7. Repeat the above procedure for each existing implementation.


The new, non-generated BAdI definitions can be found in Customizing for Customer RelationshipManagement under Billing -> System Enhancements -> Business Add-Ins ->




1.23.5 Business Add-In for Text Processing in Billing Documents (New)

Use

As of SAP CRM 7.0 a Business Add-In (BAdI) is available that allows you greater flexibility when usingtext determination for billing documents. The new BAdI enables you to modify or enhance thecommunication structure for billing document text determination in order to determine texts fromadditional sources, for example, the preceding transaction (order or delivery).

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You implement the BAdI definition in Customizing for Customer Relationship Management underBilling -> System Enhancements -> Business Add-Ins -> BAdI: Billing Document: TextProcessing.

1.23.6 Changes to Customizing Structure for Billing

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Billing haschanged as follows:






- BAdI: Payment Plan Processing

- BAdI: Billing Document: Text Processing

1.23.7 CRM-BE-FI Transfer to Accounting

1.23.7.1 Report for Transferring Billing Documents to Accounting (Changed)

Use

As of SAP CRM 7.0 the report for transferring billing documents to accounting offers the option ofrefining selection of billing documents for transfer to the following:

- Only documents blocked from transfer

- Only documents with failed transfer

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- All billing documents relevant for transfer

In previous releases, all billing documents relevant for transfer were automatically selected.

You can find the report on the SAP Easy Access screen under Sales/Service -> Billing -> TransferBilling Documents to Accounting (transaction /BEA/CRMB12).


If you have scheduled this report it will continue to transfer all billing documents that have not yet beentransferred. If you want to refine your selection, you need to change the settings for your report variant.

1.24 CRM-RB Rebate Processing

1.24.1 Changes to Customizing Structure for Rebate Processing

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> RebateProcessing has changed as follows:






- BAdI: Settlement Document: Text Processing

- BAdI: Mapping for Rebate Due List

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1.24.2 Business Add-In for Text Processing in Settlement Documents (New)

Use

As of SAP CRM 7.0, a Business Add-In (BAdI) is available that enables you to determine texts for therebate settlement document in a more flexible way, using text determination. The new BAdI enables youto modify or enhance the content of the communication structure for rebate settlement text determination.Texts can be determined from various sources, for example from preceding business transactions.


You implement the BAdI definition in Customizing for Customer Relationship Management underRebate Processing -> System Enhancements -> Business Add-Ins -> BAdI: Settlement Document:Text Processing.

1.24.3 Business Add-In: Mapping for Rebate Due List (New)

Use

As of SAP CRM 7.0, a Business Add-In (BAdI) is available that enables you to map fields from thestructures of the rebate agreement header and rebate agreement item, to the rebate due list headerstructure. Moreover, you can map business partner data.

This BAdI is mostly relevant in the context of enhancements.


You implement the BAdI definition in Customizing for Customer Relationship Management underRebate Processing -> System Enhancements -> Business Add-Ins -> BAdI: Mapping for RebateDue List.

See also

UI Enhancement Tool (New)

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1.24.4 Business Add-Ins for Rebate Processing (Changed)

As of SAP CRM 7.0, generated Business Add-In (BAdI) definitions for rebate processing have beenreplaced with non-generated BAdI definitions.


Obsolete Generated Definition Non-Generated Definition Enhancement Spot/1BEA/CRMR_REX BEA_CRMR_REX BEA/1BEA/CRMR_REX_RCD BEA_CRMR_REX_RCD BEA_RCD/1BEA/CRMR_RPD_PRC BEA_CRMR_RPD_PRC BEA_PRC

The BAdIs function as before, however, you need to recreate your implementations of the generatedBAdI definitions as described in Business Add-Ins for Billing (Changed) under Effects on SystemAdministration.


The new, non-generated BAdI definitions can be found in Customizing for Customer RelationshipManagement under Rebate Processing -> System Enhancements -> Business Add-Ins ->




1.25 CRM-BTX Business Transactions

1.25.1 Enhancements to document flow and copy control between SAP CRMand SAP ERP

Use

As of SAP CRM 7.0, the document flow and copy control between SAP CRM and SAP ERP has beenenhanced. This means that when you create or process an ERP sales transaction, that is an ERP quotationor an ERP sales order as a follow-up transaction to a CRM opportunity in SAP CRM, the following isnow copied to SAP ERP:

- Business partners (at both item and header level)

- All business partners, both on item and header level, are automatically copied to the follow-uptransaction in SAP ERP.

- Sales organization

- Distribution channel

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- Division

- Sales office

- Sales group


- Items

- When you create an ERP sales transaction as a follow-up transaction to an SAP CRMtransaction, the system gives you the choice of which tems you want to copy to the ERP salestransaction. You select the items manually in a dialog box.

- Product

- Quantity

- Notes

- Notes, both on header and item level, will be copied automatically to the follow-up transactionin ERP.

- Unit

The following fields are provided in the dialog box as display only:

- Product

- Product ID

- Transfer

- Item number

In addition, during a follow-up procedure, the transaction history is updated so that:

- You create a follow-up activity in CRM from an ERP sales transaction. You can then navigate to theERP sales transaction via the transaction history in the CRM follow-up activity.

- You create an ERP quotation or ERP sales order as a follow-up to a CRM opportunity. You cannavigate to the ERP quotation or ERP sales order via the transaction history in the CRMopportunity.

Example

1. Create ERP sales transaction as follow-up transaction to CRM opportunity

You create an ERP quotation as a follow-up to a CRM opportunity. All relevant information is copied tothe ERP quotation so you do not have to re-enter any data that was already available in the CRMopportunity. As of Release 7.0, the system also copies all sales area data from CRM SAP to SAP ERP,ensuring consistency between the two applications.

2. Create ERP sales transaction as a follow-up to another ERP sales transaction

You create an ERP sales order as a follow-up transaction for an ERP quotation. As in the above example,all relevant data is copied to the ERP sales order.

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1.25.2 Changes to Customizing Structure for Business Transactions

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management ->Transactions has changed as follows:

Basic Settings

The section Basic Settings -> Approval Settings is new.

Settings for Opportunities

The section Settings for Opportunities -> Pipeline Performance Management is new.

Settings for Sales Transactions

The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders hasbeen changed as follows:

- The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders-> Method Schemas for Product Proposals is new. In this section, the following activities havebeen included:

- The activity Define Method Schema (Basic) is new. It provides a simpler view on theMethod Schema than Define Method Schema (Expert) (see below).

- The activity Create Method Schema has been renamed Define Method Schema (Expert)and moved here.

- The activity Assign Method Schema to Transaction Type has been moved here.

- The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders-> Transaction History has been renamed Past Orders. This section has been changed to containthe settings for the item proposals based on past orders.

- The activity Define Display Profile has been removed.

- In the activity Define Transaction Filter, a view on defining filters for ERP transactions hasbeen added.

- The activity Assign Display Attributes has been renamed to Define Past Orders Display.This activity calls up a new view (CRMV_PP_HST_1O_2) that combines settings from theremoved activity Define Display Profile and the (old) activity Assign Display Attributes. Incase you need to access the older views (for example to change an existing Display Profile),

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you can still access the view CRMV_PP_HST_1O (Assign Display Attributes) by usingtransaction SM30, and view cluster CRMV_PP_DP_1O_A (Define Display Profile) viaSM34.

- The Business Add-In BAdI: Changes for the Product Proposal has been moved to the sectionSettings for Sales Transactions -> Business Add-Ins.

Settings for Contracts

- The section Settings for Contracts -> Additional Settings for Service Contracts is new.

- The section Usage-Based Service Contract Processing has been moved to the section Settingsfor Contracts -> Additional Settings for Service Contracts. It is now named Settings forUsage-Based Service Contracts.

- The section Usage-Based Service Contract Processing -> Process Control has been moved(see above) and renamed Change Processes.

- The section Settings for Contracts -> Additional Settings for Service Contracts -> ChangeProcesses -> Mass Change Processes is new.

- The node Settings for Contracts -> Additional Settings for Service Contracts -> ChangeProcesses -> Prerequisites is new.

Settings for Service Requests

The section Settings for Service Requests is new.

Settings for ERP Transactions

The section Settings for ERP Transactions is new. In this section, the following activities have beenincluded:

- The activities Define Profiles for ERP Sales Transactions and Transfer Permitted ERP SalesDocument Types per Sales Area to CRM have been copied from Transactions -> Settings forSales Transactions -> Define Profiles for ERP Sales Transactions.

- The node Cross-System Copy Control for Opportunity and SAP-ECC Quotation has beencopied from Transactions -> Settings for Opportunities.

- The node Product Proposals has been moved.

- The activity Configuration Settings: Activate Pricing and Variant Search is new.

Additional Settings

- The activity Customer Relationship Management -> Transactions -> Additional Settings ->Assign Dispatching Rule Profile to Transaction Types is new.

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1.25.3 CRM-BTX-BF Basic Functions for Business Transactions

1.25.3.1 Approvals (New)

Use

As of SAP CRM 7.0, you can use approval procedures to define and control the approval process fortransactions, for example, requests for change.

Approval procedures define the following:

- The approval steps and their sequence

- The designated approver for each step

- The stage at which the approval procedure and its related steps are locked

You can identify the approval procedure that is relevant for a transaction manually or based on predefinedrules. Similarly, you can identify approvers for each approval step manually or based on predefined rules.

The system records all changes to approval steps.

You can integrate approval procedures with SAP workflow so that the designated people are notifiedwhen they have steps within a transaction to approve. A predefined workflow template is available.


There is a new node in Customizing where you make settings for approvals under CustomerRelationship Management -> Transactions -> Basic Settings -> Approval Settings.

There is a new rule policy context available named Approval Management to use when you define rulepolicies for approval procedure determination and approval step determination.

See also

For a detailed description of the functions available for approvals, see SAP Library for SAP CustomerRelationship Management in SAP Help Portal at http://help.sap.com.

1.25.3.2 Dispatching of Business Transactions (New)

Use

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As of SAP CRM 7.0, you can dispatch transactions to send them to the appropriate partners or groups andto set a specific priority to enable prompt service response times.

You can use semi-automated dispatching that forwards the transactions on user request.


You assign dispatching rule profiles to transaction types in Customizing for Customer RelationshipManagement under Transactions -> Additional Settings -> Assign Dispatching Rule Profile toTransaction Types.

There is a new rule policy context available named Service Request Management to use fordispatching of service request transactions.

See also

For a detailed description of the functions available for dispatching business transactions, see SAPLibrary for SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

1.25.3.3 CRM-BTX-BF-TA Transaction Analyzer

1.25.3.3.1 Transaction Analyzer (Enhanced)

Use

As of SAP CRM 7.0, the transaction analyzer has been enhanced as follows:

Enhanced Hierarchy UI

- Instead of being displayed under hierarchy node Linked Objects, CRM billing documents nowappear under the new hierarchy node Billing Documents.

- When you open the transaction analyzer, instead of all transactions on all levels being displayed,now only the transactions on the first level appear. If you start with a transaction at a lower level, thetree is expanded up to this starting transaction. The first level under the starting transaction is alsodisplayed.

Enhanced Filter Criteria

If all items were filtered out with the filter, the hierarchy node for items is no longer displayed. Only thetransaction appears.

Display of SAP ERP Business Transactions and Items Within the Hierarchy Structure

- SAP ERP business transactions

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SAP ERP transactions that are part of the transaction flow of the SAP Customer RelationshipManagement (CRM) transaction are displayed in the transaction flow hierarchy structure withoutthe items. You can use a link to navigate to the SAP ERP transactions.

- SAP ERP itemsItems from SAP ERP transactions are not displayed in the transaction flow hierarchy structure or inthe item list. However, the SAP ERP items that are assigned to an SAP CRM item are displayed inthe item flow hierarchy structure.

1.25.3.4 CRM-BTX-BF-PP Product Proposal

1.25.3.4.1 Product Proposals and Item Proposals in Sales Transactions(Enhanced)

Use








- Item proposals from listings and exclusionsIf a listing is determined for the customer, the system proposes the products from it. If there is also

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an exclusion for certain products, these products are not displayed in the proposal list. This preventsitems from being proposed that will later be rejected by the exclusion check.





- Accessories

- Cross-Selling

- Up-/Downselling




UI Redesign


Pricing




Availability Check








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See also

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1.25.4 CRM-BTX-ACT Activity Management

1.25.4.1 Using the drag and drop function for activities in the calendar

Use

As of SAP CRM 7.0, you can change the date and time of activities by dragging and dropping themdirectly to new days or times in your calendar.

You can carry out the following using the drag and drop function:

- Move an activity to another time within the same day (daily view)

- Change the end time of an activity, that is, move it forward or postpone it (daily view)

- If you want to change the start time of the activity by moving it forward, you have to edit theactivity and change the start time manually. Alternatively, you can move the entire activity toan earlier slot, then adjust the end time using drag and drop.

- Move an activity to another day (daily, monthly and weekly view)

- When you move an activity to another day within the current view or directly into the upperright calendar pad, the day you would like to move it to becomes highlighted.

- Multiple drag and drop

- You can also select multiple activities at once in the calendar, and drag and drop them to a new timeor day. You select multiple activities by selecting them while holding the CTRL pushbutton down.

Note that if you drag and drop an activity to a time where another activity already exists, both activitieswill be displayed side by side until you re-schedule one. This is the same behaviour as was already thecase in previous releases when you manually create two overlapping activities.

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1.25.5 CRM-BTX-OPP Opportunities

1.25.5.1 Pipeline Performance Management (Enhanced)

Use

As of SAP CRM 7.0 the following functions in pipeline performance management (PPM) have beenenhanced:

- Pipeline performance analysis

- Quota planning

Pipeline Performance Analysis

The following enhancements have been made to the analysis functions:

- New chart content options for Target to Date, Closing Date, Sales Pipeline, and Sales PipelineChange viewYou can choose the contents of charts used in pipeline performance management. In addition to thetotal sales volume, you can view the product or product category sales volume, and the product orproduct category units. You can also add product or product category filter conditions for the chartarea and opportunity list.

- Personalized default settings for chart content and displayYou can personalize how chart contents are displayed by default. For example, you could select adefault product to be used when displaying product sales volume or units, specify the past and futurequarters to be analyzed, and indicate whether opportunities should be shown for a single salesrepresentative or for the sales team.

- Simulation mode available for new chart content options

- Planning period settingsAs an alternative to the default calendar year, you can choose to work using a fiscal year. Theplanning period type you select is reflected in chart data. If you have already performed quotaplanning for the calendar year and would prefer to work with a fiscal year, you can convert the dataso that it is remapped to a fiscal year.

- Ability to view items in the opportunity list either by header or by list items

- Ability to configure opportunity searchesIn Customizing, you can define whether searches in the opportunity list return results for theopportunity header or for list items.

- Briefing card enhancementsYou can use the briefing card to add a business partner and select a partner function. You can alsoadd additional activities and products to the opportunity directly from the briefing card.

- Opportunity status enhancementsThe Closing Date and Progress fields in the opportunity list now function interactively with theStatus field. When an opportunity is won, the system updates the progress to Ok. In general, whenan opportunity is completed, the system sets the current date as the closing date, and locks the dateagainst further edits to prevent the opportunity from being included in future pipeline calculations.

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- Opportunity lockingWhen you update an opportunity in the opportunity list, it is locked against changes made by otherusers. Similarly, if an opportunity is being updated by another user in the Opportunity application,you cannot save changes to it in the opportunity list.

Quota Planning

The following enhancements have been made to quota planning:

- Detailed quota planningIn addition to being able to plan quota for the total sales volume, you can set quota targets byproduct or product category sales volume, or by product or product category units.

- Automatic calculation of planned quota growthThe system can now calculate and set quota based on the planned growth rate.

- Monthly quota planningYou can determine how quota should be distributed for each month of the quarter. For example, ifsales are usually higher in the month of December, you can increase the quota percentage for thatmonth.

- Support for quota setting using a chosen planning periodYou can set quota using either the calendar year or a user-defined custom fiscal year.

- Restrict products and product categories available for quota planningIn Customizing, you can restrict the products and product categories available for quota planningbased on the sales product category hierarchy only, or in combination with organizational unitattributes.


You can define settings for PPM in Customizing for Customer Relationship Management underTransactions -> Settings for Opportunities -> Pipeline Performance Management.

1.25.6 CRM-BTX-SLO Sales Transaction

1.25.6.1 Ugrading to CRM Release 7.0

Use

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If you are upgrading to CRM Release 7.0, you need to start reportCRM_UPDATE_CRMD_BRELVONAE_SEL after upgrading. This applies when upgrading from allreleases below CRM 7.0. This report ensures that you can search for transactions with preceding andfollow-up documents or with campaigns . You only need to start this report once after upgrading only.The time it takes to run this report depends on the number of entries in table CRMD_BRELVONAE .

Note that this report affects all clients, meaning you only need to run it once per system.

It is mandatory to run this report when upgrading to CRM Release 7.0.

See also

For further information, see the SAP note 1235501.

1.25.6.2 ERP Sales Transactions in CRM (enhanced)

Use

As of SAP CRM 2007, you can create an ERP quotation as a folllow-up to a CRM opportunity in SAPCRM WebClient UI and Interaction Center (IC) WebClient. For further information, see Creating andChanging ERP Sales Transactions in SAP CRM.

As of SAP CRM 7.0, this function has been enhanced so that you can maintain ERP sales transactions(sales quotations, sales orders and quantity contracts) in the CRM WebClient UI in Web Channel andInteraction Center (IC).

Additionally, the features available for ERP transaction processing via CRM have been enhanced asfollows:

- Product proposals and item proposals for ERP sales transactions (enhanced)For further information, see release note Product Proposals and Item Proposals in Sales Quotationsand Orders

- Bills of material explosion (BOM explosion) in ERP sales orders for ERP productsThe subitems resulting from the BOM explosion in ERP are displayed in the ERP order in CRMWebClient UI.

- Product configuration is now possible using the Application Platform (AP) Configurator (with theConfiguration Engine).For more information, see SAP Library for SAP Customer Relationship Management (SAP CRM)on Help Portal at http://help.sap.com. In the Application Help, choose SAP ERP -> SAP ERPCentral Component -> Logistics -> Logistics -General (LO) -> Variant Configuration (LO-VC) ->Product Configuration with the Configuration Engine.

- Additionally, you can design the product configuration to suit your requirements with the help

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of the new Product Configuration Designer.For more information, see Product Configuration Designer

- Web Channel product catalog in CRM WebClient and ICYou can use the product catalog to select products in the CRM WebClient UI (including InteractionCenter)

- For more information on setting up and using the product catalog, see Using the CRM ProductCatalog with the CRM WebClient UI

- Enhancements to document flow and copy control between SAP CRM- SAP ECC

- Enhancement of ERP Objects (new)


You do not need to replicate the sales transactions to ERP. However, in order to use this scenario(Lead-to-Cash), you need to replicate and map the following master data from ERP to CRM:

- Organizational data (sales organization, distribution channel, division)

- Business partners

- Products (inclduding product models for configurable products and bills of materials (BOMs) ifyou use these)

- Conditions for pricing (optional)

- You also need to replicate the required transaction types and item categories from ERP to CRM


In order to allocate authorizations for the ERP transactions to the CRM user, you must assign the roleSAP_LO_SD_ORDER_MANAGEMENT (Suite Excellence Order Management) to the user.

This role contains all authorizations that are relevant for order processing. For example, you controlprocessing of the user status, the characteristics from the class system, and the restriction of salesdocument types and sales areas.

For this scenario (Lead-to-Cash), SAP recommends that you use a separate, trusted RFC connectionbased on the current user. This allows you to set different authorization levels for each user. You alsoneed counterpart users in ERP with the same ID and the role SAP_LO_SD_ORDER_MANAGEMENTassigned.

In order to use this scenario, ERP is required. To additonally use product configuration and theExtensibility Tool, you need to have activated the business function Simplified Sales Processes in SD(Enhanced) 02_LOG_SD_SIMP_02 with Enhancement Pack 4 in your ERP system. For moreinformation, see the release note for

Simplified Sales Processes in SD 02 (Enhanced), in your ERP system, under Logistics -> Sales andDistribution.


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For ERP transactions, the following Customizing node has been added:

- Settings for Transactions -> Settings for ERP Transactions Maintained in CRM

To use CRM item proposals and product proposals for ERP sales transactions, you must set up productproposals in the same way as for CRM sales transactions. You do this in Customizing for CRM underTransactions -> Settings for Sales Transactions -> Product Proposals for Quotations and Orders.

Additionally, the following Customizing activities have been added to assign product proposal and itemproposal settigns to ERP sales transactions:

- Assign Method Schema to ERP Sales Transaction Type

- New view ERP Filter Attributes in the activity Define Transaction Filter

See also

For more information on ERP order entry through the various channels, see:

- Creating ERP Sales Orders Through CRM Web Channel

- Business Transactions in the Interaction Center


Use







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1.25.7 CRM-BTX-ERP BSP for ERP Sales Order

1.25.7.1 Enhancement of ERP Objects (New)

Use

As of SAP CRM 7.0, you can use the Application Enhancement Tool to enhance ERP business objects inCRM. To do so, you either enhance the business objects that were already enhanced in ERP, or you createnew enhancements in ERP.

You can enhance the following ERP business objects:

ERP sales ordersERP quotationsERP quantity contracts

It is a good idea to enhance these business objects if the process variants contract, quotation, and orderare implemented.

In these ERP business objects, enhancements have an effect on both the header level and the item level.

In the view configuration of the Applicaton Enhancement Tool, you configure where your enhancementwill be visible in the CRM WebClient user interface (UI).


To make these settings, log onto the system in the system administration role.


To ensure that the enhancements that you made are visible in the result list, you must change thefollowing Customizing settings:

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- Enhance structure IMCL_ERP_EXT_SEARCHRES. In the SAP Easy Access Menu, chooseArchitecture and Technology -> ABAP Workbench -> Development -> ABAP Dictionary orgo to transaction SE11.

- Implement enhancement spot CRM_ERP_EXT_SRCHRES_MAP. In the SAP Easy Access Menu,choose Architecture and Technology -> ABAP Workbench -> Utilities -> Business Add-Ins ->Implementation or go to transaction SE18.

For more information about enhancing ERP objects in CRM, see Customizing for CustomerRelationship Management under Transactions -> Settings for ERP Transactions Maintained viaCRM -> Enhancement of ERP Fields.

1.25.8 CRM-BTX-SVO Service Processes


Use


- Objects

- Installed bases

- Service orders


- Service contracts

- Complaints

- Returns






4. Enable the object search attribute on the respective search view configuration. Use transaction BSP

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WD Component Workbench.

1.25.8.2 Service Level Agreements (Enhanced)

Use

As of SAP CRM 7.0, service level management has been enhanced. Service level management is used todefine, monitor, and control the service level agreements (SLAs) and the related service quality.

SLAs identify the methods of rendering a guaranteed service.

You can use the following new functions with SLAs:

- Associate service level agreements (service profiles and response profiles) to business partners,installed bases (IBases), IBase components, and organizational units, in addition to products andobjects.

- Define SLA determination procedures to automatically assign the correct SLA information such asthe response profile, to a transaction, for example, to an incident, problem, or request for changeservice item.

- Create a customizable access sequence for SLA determination


You can define SLA determination procedures in Customizing for Customer RelationshipManagement under Transactions -> Settings for Service Requests -> Define SLA DeterminationProcedures.

You can define your own logic for determining SLAs by using Business Add-In for SLADetermination (CRM_SLADET_BADI) in Customizing for Customer Relationship Managementunder Transactions -> Settings for Service Requests -> Business Add-Ins.

See also

For a detailed description of the functions available for SLAs, see SAP Library for SAP CustomerRelationship Management in SAP Help Portal at http://help.sap.com.

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1.25.8.3 Service Level Metrics (New)

Use

As of SAP CRM 7.0, you can define service level metrics (SLA metrics) for service contracts. An SLAmetric is a criteria negotiated between a customer and their service provider that defines a qualitativetarget that has to be achieved for the service provided.

The following are examples of SLA metrics:

- The availability of a service provided is set to >= 90% per month

- The planned satisfaction rate for the agreed service is >=85% measured on a quarterly basis

You can do the following with SLA metrics:

- Define measurable values for your SLA metrics

- Define a contract with service items and assign multiple SLA metrics to them

- Measure SLA metrics using external tools to create readings

- In billing, add discounts manually if the agreed-upon SLA metrics were not met

See also

For a detailed description of the functions available for SLA metrics, see SAP Library for SAP CustomerRelationship Management in SAP Help Portal at http://help.sap.com.


Use



- Service order



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- Warranty claim






Note


1.25.8.5 CRM-BTX-SVO-QUT Service Inquiries / Quotations

1.25.8.5.1 Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New)

Use



- Service order



- Warranty claim

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Note


1.25.8.5.2 Package Quotations (Enhanced)

Use

As of SAP CRM 7.0 the following enhancements are implemented for package quotations:

Improved User Interaction

You can now filter the item list in a package quotation to show only items of a certain type, such asservice contract items.

The item list in a package quotation is initially displayed as a hierarchy. When you choose All Items orfilter the list for a specific type of item, the items are no longer displayed as a hierarchy.

Availability Information for Sales Items and Service Part Items

When the Items assignment block is filtered to show only sales items or service part items, you candisplay the availability status.

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Cumulation of Values

One-time and recurring values are cumulated in the package product (node) items in the Itemsassignment block. Recurring values are only cumulated if the following parameters are identical for therelevant items:

- Contract start and end date

- Settlement period according to the relevant billing plan

Service Contract Quotation Items

You can now additionally include the following types of service contract quotation items in a packagequotation:

- Usage-based

- Service plan-related

New Fields for Service Contract Quotation Items

In the Items assignment block for a package quotation, the Reference Object and Reference Productfields are now available for service contract quotation items. The entries in these fields correspond to thefirst entries in the Object List assignment block, in the details of the service contract quotation item.

The Reference Object field must be filled manually. The Reference Product field can beautomatically filled with the relevant sales product for the service contract quotation item (and acorresponding entry made in the object list). To enable automatic determination of the relevant salesproduct, the package must be configured as follows:

- The contract product is a package product.

- The sales products are dependent components of the contract product, with the explosion typeObject List.

1.25.9 CRM-BTX-SCO Service Confirmation

1.25.9.1 Service Confirmation - Transaction History (Enhanced)

Use

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As of SAP CRM 7.0, the service confirmation was enhanced as follows:

When you release and save a service confirmation with the following item categories, the correspondingfollow-up transactions in the associated SAP ERP system are created as before:

- Service product item (item category SVCP)

- Service part item and sales item (item category SVCM)

- Service expense item (item category SVCE)

- Tool item (SVCT)

After successful distribution, as of SAP CRM 7.0, depending on item category, you now see thefollowing entries in assignment block Transaction History:

- For service product items, you see transaction Time Sheet.

- For service part items and sales items, you see transaction Goods Movement. You can use links tonavigate to the corresponding Material Document in SAP ERP.

- For tool items and service expense items, you see transaction Controlling Document. You can uselinks to navigate to the corresponding Controlling Document in SAP ERP.

1.25.9.2 Release of Contract and Automatic Triggering of Warranty Start (New)

Use




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Use


- Objects

- Installed bases

- Service orders


- Service contracts

- Complaints

- Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search for

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the business objects mentioned above.







Use



- Service order



- Warranty claim



If you create a follow-up transaction with categorization and reference objects for one of the transactionslisted above, the reference objects and the categorization are copied to the follow-up transactions. Theinheritance information is also available in these follow-up transactions, which means that changes made

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to the reference object or the categorization follow the same system behavior rules as listed above.



Note


1.25.10 CRM-BTX-BRQ Billing Request


Use



- Service order



- Warranty claim




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Note


1.25.11 CRM-BTX-WCL Warranty Claim


Use



- Service order



- Warranty claim




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Note


1.25.12 CRM-BTX-COM Complaints / Returns / In-House Repair


Use


- Objects

- Installed bases

- Service orders


- Service contracts

- Complaints

- Returns





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Use



- Service order



- Warranty claim






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1.25.13 CRM-BTX-CTR Contracts

1.25.13.1 Advanced Contract Management - Mass Change Processes (New)

Use

As of SAP CRM 7.0, you can run mass change processes. Mass change processes are only possible forchange processes that were defined at header level. This way, for example, you can change the sold-toparty for multiple service contracts at the same time. The change process does not change the selectedcontracts; instead, it creates new ones.

The following mass change processes are defined in the standard system:



It is not possible to undo or reverse the execution of a change process.

Following execution, you see the result of the mass change process: contracts for which the change wassuccessful and contracts for which the mass change process could not be used.


You can use transaction Delete Mass Change Processes (transaction CRM_MASS_CP_DEL), which youcan find on the SAP Easy Access screen under Service, to delete the log files of previously executedmass change processes that are no longer needed, effectively freeing up memory space in the database.


To use the mass change processes, in addition to maintaining the Customizing for service contract changeprocess, you must maintain the following settings in Customizing for SAP Customer RelationshipManagement:

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- Check that the mass change indicator is set in Customizing forAssign Change Process IDs toTransaction Category.

- Check whether the number range interval 01 is available in Customizing activity Define NumberRanges for Mass Change Processes.

- Define Settings for Mass Change Processes.

1.25.13.2 CRM-BTX-CTR-SCO Service Contract

1.25.13.2.1 Advanced Contract Management - Controlling Integration(Enhanced)

Use

Previously, actual costs from complaints and returns that are direct or indirect follow-up transactions to aservice contract were transferred to one of the ERP internal orders assigned to the service contract andposted. This only worked if no invoices existed in the chain of follow-up transactions.

As of SAP CRM 7.0, actual costs from complaints and returns are also accounted for if an invoice existsin the chain of follow-up transactions between a service contract and the complaint or return.

1.25.13.2.2 Advanced Contract Management - Product List and Object List(Enhanced)

Use

As of SAP CRM 7.0, the following new functions are available for contract items:

- In the Object List, there is a new button called Proposal for Product List. When you choose thisbutton, the system displays a dialog box that contains the services, service parts, and service partsthat are assigned to bills of materials (BOM) for the row in the object list you selected. You cantransfer these entries into the Product List.

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- In the Product List, there is a new button called Price Agreements. When you choose this button,you can simultaneously define price agreements, such as a discount of 100%, for all rows that youselected in the product list at the same time.

See also

For more information about the BOM download, see release note Replication of Bills of Material (New).

1.25.13.2.3 Advanced Contract Management - Service Agreements (Enhanced)

Use

Up to now, service agreements could be created for a single customers or groups defined by the partnertype.

As of SAP CRM 7.0, there is an additional grouping option available: grouping using the business partnerhierarchy. You can use this option to create a grouping using a hierarchy node or hierarchy tree. The aimis to define assignments for a larger group of customers.

If service orders are created for a customer who is part of the business partner hierarchy tree or nodedefined in the service agreement, the system determines the service agreement and assigns it to theservice order. This way, for example, you could copy the price agreements from the service agreementright into the service order.

In the product list, there is a new button, Create Price Agreement, that you can use to define priceagreements for specific entries.


In Customizing, make the following settings for hierarchy determination:

- In Customizing activity Define Transaction Types, for transaction type service agreement (OASin the standard system), in the Dialog Structure: Definition of transaction types in sectionProfiles, do the following:

- In field Authrzd Hier. Cat. (Hierarchy Category for Authorized Sold-To Parties), enter thepartner hierarchy category that should be used in hierarchy determination.

- In field Partner Determ.Proc. (ID of a Partner Determination Procedure), select a procedurethat is assigned to function category 0019 Auth. Partner: Sold-to Party by way of thepartner function. This assignment looks like this in the standard system:

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In field Partner Determ.Proc. (ID of a Partner Determination Procedure), the value00000107 - Outline Agreement Header is assigned to the transaction type for serviceagreement.The Function (Partner Function) 0121 Authorized Sold-To Party is assigned to thispartner determination procedure in Customizing activityDefine Partner DeterminationProcedure in section Partner Functions in Procedure.The value 0019 Auth. Partner: Sold-to Party is assigned to this partner function as aFunction category in Customizing activity Define Partner Functions.

- For the transaction types for which a service agreement determination should occur, such as serviceorders (SRVO), service confirmations (SRVC) or complaints (CRMC), select value B AuthorizedPartners According to Group Hierarchy in field Search Auth. Partner (Authorized Partnersin Contract Search), which you can find in Customizing activity Define Transaction Types in theDialog Structure: Definition of transaction types in section General. You can also select valueC Authorized Partners According to List and Hierarchy, if normal business partnersentered as Authorized Partners in the service agreement should also be considered in thedetermination.Ensure that a service agreement determination takes place by selecting an appropriate value in fieldAgreement Determin. (Agreement Determination). In addition, copy control must also be set up.

To trigger a dialog box with the exploded business partner hierarchy node when you create a serviceorder as a follow-up transaction from the service agreement, make the following settings in Customizing:

- In Customizing activity Define Transaction Types in the Dialog Structure: Definition oftransaction types, for each transaction type for which service agreement determination shouldoccur, check the value in section Profiles, field Partner Determ.Proc. (ID of a PartnerDetermination Procedure). In Customizing for the standard system, this value is 00000006 - SAPService Header.

- In Customizing activity Define Partner Determination Procedure, for example for PartnerDetermination Procedure 00000006 - SAP Service Header, in section Partner Functions inProcedure for the Function (Partner Function) 00000001 Sold-To Party, in field Accesssequence, select value 0122 - Preceding Document With Hierarchy ExplosionRelease-Authorized Sold-To Party.

1.25.13.2.4 Advanced Contract Management - Contract Renewal (New)

Use

As of SAP CRM 7.0, there is a new process that you can use to automatically renew contracts that willexpire soon. The process runs as follows:

1. Use the Mass Change Service Contracts search to find contracts that are about to expire, andselect the desired contracts.

2. The contracts selected in step one are extended by a certain amount of time using the mass-changeprocess Contract Renewal - Entire Contract (CRNH).

3. For customer confirmation, the system uses action Service Contract Quotation Action(SRV_CONT_QUOT_HEADER) to generate service contract quotations, which are sent to

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customers via e-mail as interactive forms (Adobe).

4. Customers accept the service contract quotations by sending the confirmation of the quotationacceptance to the CRM system via e-mail.

5. The action Accept Service Contract Quotation (SRV_CONT_QUOT_ACCEPT) creates newcontracts with the items from the quotation that have status Released.The CRM system automatically updates the service contract quotation with the customer'sconfirmation and uses action Accept Service Contract Quotation(SRV_CONT_QUOT_ACCEPT) either to generate a new service contract or to update the existingservice contract.


- In the standard system, you find Customizing for the e-mail form in Customizing activity MaintainAttribute Contexts for Mail Forms. The Attribute Context is SRV_CONT_QUOT_NOTIFY andthe Structure is CRMS_SRV_CONT_QUOT_FIELDS.

- Create a mail form using the new attribute context.

- Create a PDF template using the Acrobat Designer.

- Generate Web services that transfer the quotation data into the PDF form and the quotationacceptance into the CRM system.

- In the standard system, in Customizing activity Define Status Profile for User Status, you will find anew status profile, Service Contract Quotation Hdr (SV_CT_QT).Assign this status profile to your transaction type for service contract quotations in Customizingactivity Define Transaction Types.

- In the standard system, in Customizing activity Define Action Profiles and Actions, you will find anew action profile, Service Contract Quotation Action (SRV_CONT_QUOT_HEADER) withtwo Action Definitions:

- Service Contract Quotation Notify (SRV_CONT_QUOT_NOTIFY)

- Accept Service Contract Quotation (SRV_CONT_QUOT_ACCEPT)Do the following:

- Assign this action profile to your transaction type for service contract quotations inCustomizing activity Define Transaction Types.

- Edit the processing time and schedule conditions and start conditions of the actions, so that theactions can be carried out by the system at the desired time:Service Contract Quotation Notify: For example, the processing time when the transaction issaved; condition: system status ReleasedAccept Service Contract Quotation: For example, processing time when the transaction issaved; condition: user status Accepted

- Add the parameters for the definition of Service Contract Quotation Notify

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(SRV_CONT_QUOT_NOTIFY).Meaning of parameters:- MAIL FORM - ID of the e-mail form- ADOBE_PDF_TEMPLATE - ID of the PDF template- QUOT_SENT_STATUS - User status that the quotation receives after sending- RECIPIENT_PDF - Partner function in which the e-mail address is determined- REPLY_EMAIL - Central e-mail address for customer replies

1.25.13.2.5 Advanced Contract Management - Service Contract Template (New)

Use

As of SAP CRM 7.0, you can create service contract templates, which serve as templates when you createsingle contracts or service contract quotations. The following methods are available for creatingtemplates:

- Creating a new template from scratch

- Copying an existing contract or service contract quotation as a follow-up

- Copying an existing template from the result list

1.25.13.2.6 Release of Contract and Automatic Triggering of Warranty Start(New)

Use



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1.25.13.2.8 Search Driven by Serial Numbers

Use


- Objects

- Installed bases

- Service orders


- Service contracts

- Complaints

- Returns






4. Enable the object search attribute on the respective search view configuration. Use transaction BSP

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WD Component Workbench.

1.25.13.2.9 CRM-BTX-CTR-SCO-CHP Change Processes

1.25.13.2.9.1 Contract Change Processes (Enhanced)

Use

As of SAP CRM 7.0, change processes are no longer offered only for usage-based service contracts, butfor service contracts as well. The following existing change processes available for usage-based servicecontracts are also valid for service contracts:

- On item level:

- Contract Renewal - One Item Only

- Cancel last Change Process

- Cancel COA

- Change of Other Partners

- Stop Billing

- Resume Billing

- Change of Service Product

- Contract Termination

- On header level:



Additionally, the following new change processes are available at item level:

- Change of Quantity/ValueYou can use this change process to change the quantity or the value of contract items.

- Change of SLAYou can use this change process to change the service profile or response profile.

Change processes are defined either for header level or item level.

All change processes that are executed at item level can be triggered at header level. The system then

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proposes all appropriate items.

If a change process results in copying an item that has a service planning item as a subitem, the planningitem is also copied.


You find the standard Customizing under Customer Relationship Management -> Transactions ->Settings for Contracts Additional Settings for Service Contracts -> Change Processes.

See also

Advanced Contract Management - Mass Change Processes (New)

1.25.13.3 CRM-BTX-CTR-UCO Usage-Based Service Contract


Use






- You can create a new object at header level for an item by using the new button Create Object, orby using field Reference Object ID . The system automatically enters the new object or anassigned object in the object list at item level in the top position. If you were to create another objectfor the same item or assign an existing object, the object in the topmost position in the object listwould be overwritten.

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If you navigate to item level, you can assign other objects in the object list or create new objectsusing the new button Create Object.









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1.25.14 CRM-BTX-COI Controlling Integration

1.25.14.1 CRM-BTX-COI-SRV Controlling Integration Service

1.25.14.1.1 Costs of Materials and Services (New)

Use

As of SAP CRM 7.0 you can retrieve planned costs from SAP ERP for services, service parts, tools, andsales products that have been replicated from SAP ERP. This function is supported as of SAPenhancement package 4 for SAP ERP 6.0.

You can display costs from SAP ERP in the following business transactions:

- Service order quotations

- Service orders

- Billing requests

- Sales order quotations

- Sales orders

You can also set up pricing in SAP CRM to calculate margins, based on the planned costs from SAPERP.

Cost elements from SAP ERP are shown in the Price Details assignment block, on header and item levelof a business transaction. If you want to display costs and a margin in the Price Totals assignment block,you need to configure the UI component CRMCMP_PRC to include the relevant fields.

If costs change in SAP ERP, you can trigger repricing from the edit view of the Price Details assignmentblock to show the new costs.

No currency conversion takes place for costs. Costs are displayed in SAP CRM in the businesstransaction currency.


Mapping SAP ERP Pricing to SAP CRM Pricing

You need to make the following settings in order to map SAP ERP pricing to SAP CRM pricing:

1. Create a condition function with the target field COST_AMOUNTYou do this in Customizing for Customer Relationship Management under Transactions ->Settings for Contracts -> Additional Settings for Service Contracts -> Settings forUsage-Based Service Contracts -> Pricing -> Define Condition Functions.

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2. Download condition types (and optionally pricing procedures) from SAP ERPCondition types with the condition category Q (Costing) are downloaded. In SAP CRM, the datarecord source is automatically set to Q (CRM: Pricing), and the condition function that you havedefined for costs (see previous step) is set.

3. Create pricing procedures in SAP CRM if you did not download them from SAP ERPYou do this in Customizing for Customer Relationship Management under Basic Functions ->Pricing -> Define Settings for Pricing -> Create Pricing Procedure, on the Control Datascreen. Assign the condition type that has been downloaded from SAP ERP and select theStatistical checkbox so that the planned costs are not included in the net value.If you want to display a margin, enter a line for this and define how the value is calculated (forexample, as the difference between net value and costs).

4. Assign the pricing procedure to the relevant business transaction types in the business transactioncategory Sales.

Determination of Relevant SAP ERP Material Prices

In SAP ERP, costs are determined from prices that are defined for materials and services on plant level.You enable the system to determine the plant through your organizational data. SAP CRM determines theplant from the relevant organization as follows:

- In service transactions, from the assignment of service organizations to plants in Customizing forCustomer Relationship Management under Master Data -> Organizational Management ->Cross-System Assignment of Organizational Units -> Assign Plant and Storage Location toService Organizational Units.

- In sales transactions, through the business partner with the partner function Vendor in thetransaction.The assignment of business partners to plants takes place in SAP ERP. When you replicate businesspartners to SAP CRM, this assignment is also transferred.

1.25.15 CRM-BTX-ESA ESA Services for Business Transactions

1.25.15.1 Enterprise Services in CRM (New)

Use

As of SAP CRM 7.0, new service operations are available in the following process components:

- Activity Management

- Business Partner Data Management

- Campaign Management

- Channel Partner Request Processing

- Customer Complaint Processing

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- Customer Invoice Processing

- Customer Quote Processing

- Customer Rebate Processing

- Human Capital Master Data Management

- Identity Management

- Installed Base Data Processing

- Lead Processing

- Measurement Master Data Management

- Opportunity Processing

- Organisational Management

- Price Master Data Management

- Product Catalogue Authoring

- Product Configuration Management

- Product Data Maintenance

- Product Marketing

- Sales Contract Processing

- Sales Order Processing

- Service Confirmation Processing

- Service Contract Processing

- Service Order Processing

- Service Order Quotation Processing


The XI content for the enterprise services is available in the namespaces http://sap.com/xi/CRM/Global2and http://sap.com/xi/CRM/SE under SAP CRM ABAP 7.0.


You make the Customizing settings required for enterprise services in Customizing forCross-Application Components under Processes and Tools for Enterprise Applications ->Enterprise Services.

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1.25.16 CRM-BTX-GWI Groupware Integration (Client)

1.25.16.1 Client-Based Groupware Integration (Enhanced)

Use

As of release CRM 7.0, client-based groupware integration supports new toolbars in Microsoft Outlook toenhance the synchronization feature. With this release you can:

- Trigger groupware synchronization from windows desktop or programs menu

- Assign SAP CRM data such as account, contact, employee responsible, and reference document toappointments and tasks and transfer them directly to SAP CRM from within your groupwareenvironment

- Access SAP CRM data within your groupware environment and view selected SAP CRM data usinga hyperlink. You can configure and customize to restrict the data available to users

- Work offline in the groupware environment and display SAP CRM data. Integration with SAP CRMis only possible in an online mode


On installing the plug-in on your desktop for Microsoft Outlook, a new button Relate to SAP CRM isavailable in your appointment, task, and contact toolbars.


To enable you to control account and contact creation through groupware based on the logged-in user#sbusiness role, you must add the following parameters in Customizing for Customer RelationshipManagement under CRM Middleware and Related Components -> Settings for Client-basedSynchronization

Parameter Field Value Purpose

BLOCK_CONT_NEW_<ROLE> X To block creation of newcontacts. This will also block associated actions of creating an account as well as adding anaddress to an existing account

BLOCK_ACNT_NEW_<ROLE> X To block creation of newaccounts

BLOCK_ACNT_ADDR_NEW_<ROLE> X To block creation of a newaddress for an existing account

BLOCK_CONT_WO_ACNT_RELN_<ROLE> X To block creation of contactswith only home information (address, communication) available, when account creation isblocked (This flag is used in conjunction with BLOCK_ACNT_NEW <ROLE>)

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1.25.17 CRM-BTX-KA Knowledge Article

1.25.17.1 Knowledge Articles (New)

Use

As of SAP CRM 7.0, you can use knowledge articles with sales, marketing, and service processes in theInteraction Center (IC) WebClient and CRM WebClient UI. Knowledge articles are an integral functionof knowledge management, and are used to store and retrieve information. For example, a sales managercan include a product specification as a knowledge article that an IC agent can easily retrieve forassistance during a sales order.

The knowledge articles base is the default knowledge base delivered in the standard system and allowsyou to do the following:

- Create your own knowledge articles either manually or from an existing template

- Add short text notes and attach documents to knowledge articles

- Attach the following to knowledge articles:

- Object

- Product

- Installed Base (IBase)

- Case

- Business Partner

- Category

- Campaign

- Add knowledge articles to a transaction, for example, incident or problem

- Search for knowledge articles efficiently using a full-text search by, for example, keyword, status,or description

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In the interaction center, you can add knowledge articles to the cart to e-mail them as PDF attachments.For example, an IC agent can e-mail a knowledge article to a customer, who can then print it.


A new transaction type is available for knowledge articles (KNAR).

You can define settings for knowledge articles in Customizing for Customer RelationshipManagement under Master Data -> Knowledge Articles.

See also




1.25.18 CRM-BTX-SRQ Service Request

1.25.18.1 IT Service Management (New)

Use

As of SAP CRM 7.0 you can run IT service management (ITSM) processes that allow you to manageyour IT infrastructure in accordance with IT Infrastructure Library (ITIL) best practices.

The following processes are supported:

- Incident managementIncludes detecting, classifying, and resolving incidents in an organization. Incidents are events thatare not part of the standard operation of a service and that interrupt or reduce the quality of thatservice.

- Problem managementInvestigates the underlying cause of incidents and minimizes the effect of defects in services,defects within the IT infrastructure, human errors, and external events.

- Change managementHandles changes to the IT infrastructure or any aspect of services in a controlled manner, enablingapproved changes with minimal disruption.

- Service level managementResponsible for the definition and control of the services that the IT organization offers andperforms for its customers.

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- IT object managementAccounts for the IT infrastructure items within the organization that are relevant for efficientincident, service request, problem and request for change processing.

Predefined Transaction Types

The following transaction types are defined specifically for ITSM though they can be used as a basis forother service request-related transactions you may create.

- ITIN - Incident

- ITPR - Problem

- ITCH - Request for Change

Generic Functions for Incident, Problem, and Request for Change

ITSM uses all of the new functions available in service request management and knowledge articles inaddition to some specific functions listed below.

Specific Functions for Incidents

Incident processing can be integrated with SAP Solution Manager Service Desk, with SAP CRMconfigured as the central service desk for all incoming IT requests. If an incident is related to a SAPapplication-related issue, it can be transferred from the SAP CRM to the SAP Solution Manager servicedesk.

Specific Functions for Problems

You can link incidents to a problem, which becomes a master ticket, and therefore minimizes individualincident administration. When problems are updated, all of the locked incidents can be updated.

Specific Functions for Requests for Change

Approval procedures are integrated with requests for change. A standard SAP Workflow template isavailable to inform the appropriate persons or groups that their approval is required for the request forchange.

Roles

The following new roles are available for ITSM:

- IT Service Desk Agent - IC_ITSDAGENT

- IT Service Professional - ITSERVICEPRO

- IT Service Requester - ITSERVREQU

Integration with Interaction Center

The ITSM processes also run in the Interaction Center where integration to multiple communicationchannels is provided, for example, telephony integration, e-mailing, fax, and internet chat.

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See also



Approvals (New)



Objects (Enhanced)


For a detailed description of the functions available for IT Service Management, see SAP Library forSAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

1.25.18.2 Service Request Management (New)

Use

As of SAP CRM 7.0, you can manage service request processes that reliably submit, dispatch, approve,monitor, and deliver requests for service by your customers.

Service requests can be used internally by companies where a department delivers services, for example,in shared service center scenarios, as well as in external customer-facing scenarios.

Service requests can be logged through a service desk, directly by the service personnel, or by the usersthemselves into the system and then, if necessary, can be dispatched to the appropriate personnel forapproval and service delivery.

Service request processing can be monitored and detailed analyses can be performed, for example, toensure customer satisfaction and evaluate the performance of your service organization.

The following new functions are available:

- Expanded capabilities of multilevel categorization to quickly and accurately categorize your servicerequests and, for example, to automatically determine service products based on the selectedcategorization.

- Ability to classify transactions based on their urgency and impact to determine their recommendedpriority, which allows for accurate processing in accordance with agreed-upon delivery times

- Automatic calculation of the time spent on each stage of service request processing

- Automatic determination of service level agreements (SLAs) to transactions based on determinationprocedures

- Predefined templates to facilitate the entry of commonly reported requests

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- Ability to assign several transactions to another transaction which becomes a master ticket, so thatthe service team can handle the master ticket and not have to administer each individual transaction

- System proposal of related transactions to quickly determine relationships between transactions

- Integration with knowledge articles that provide accurate solution descriptions to solve issueseffectively

- Integrated approval procedures, especially for requests for change, to enable controlled processingof all required approval steps

- Integrated escalation that uses e-mailing and SAP Workflow options to ensure that all involvedparties get the required information about the transaction status in time

- Customizable processing log that presents changes made to a transaction in a structured manner

- Integration to SAP NetWeaver Business Intelligence to provide detailed content for extensiveanalyses

- Optional integration into standard SAP processes such as billing and controlling


There is a new node for the Customizing activities related to service requests under CustomerRelationship Management ->Transactions -> Settings for Service Requests.

There is a new node for the Customizing activities related to approvals under Customer RelationshipManagement -> Transactions -> Basic Settings -> Approval Settings.

There are two new Customizing activities related to multilevel categorization under CustomerRelationship Management -> CRM Cross-Application Components -> Multilevel Categorization:



There is a predefined transaction type named Service Request (SRVR) provided in the standard delivery.You can use this as a base to customize your service request-related transactions.

See also



Approvals (New)



Objects (Enhanced)


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For a detailed description of the functions available for Service Request Management, see SAP Libraryfor SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

1.26 CRM-CM Case Management

1.26.1 Investigative Case Management (New)

Use

As of SAP CRM 7.0, investigative case management (ICM) supports intelligence and law enforcementagencies during their security-related investigative activities.

These activities include the following:

- Processing incidents into leads and coordinating investigative tasks

- Initializing, prioritizing and categorizing of cases on the basis of incoming calls or leads that areentered in the system

- Managing electronic records and files

- Managing activities and resources

- Evaluating the reliability of collected data and the sources that have provided it

Using the functions available, you can do the following:

Create Incidents, Leads and Cases

Incidents enable you to record events for auditing purposes, for example, information received by ananonymous phone call. Leads contain the initial data related to an incident. If the investigation of a leadestablishes that a crime has occurred, a case can be created.

Coordinate Activities

Worklists structure and coordinate activities (for example, the interrogation of a witness or a surveillancedetail) that are assigned to individuals or teams.

Create Objects

You can create objects to record the physical attributes of non stationary items (for example, a car, boat,or weapon) that are relevant to investigative activities.

Create Locations

You can create locations to record the details of places that are relevant to investigative activities. For

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example, a crime scene at the corner of King street and Duke avenue or the bench by the Nelson statue inHide Park.

Create Relationships

You can create relationships between entities to create associations that are relevant to investigativeactivities. For example, a stolen car that is involved in a bank robbery has a relationship to two separatecases: the theft of the car and the bank robbery.

Identify and Manage Persons and Organizations Involved in an Investigation

- Members of the law enforcement agency performing the investigation:

- User and role-based authorizations can be assigned to restrict the viewing and editing ofentities.

- Individuals, groups, or organizations, for example, victims, witnesses or suspects:

- Build profiles, including physical description, other names used, addresses and possiblewhereabouts, identification credentials, relationships with other individuals and criminalorganizations, and previous convictions.

- Expunge data or relationships to other entities.

For more information, see SAP Library for SAP Customer Relationship Management in SAP Help Portalat http://help.sap.com.


You can define settings for ICM in Customizing for Customer Relationship Management underIndustry-Specific Solutions -> Public Sector -> Investigative Case Management.

1.27 CRM-ISA Internet Sales

1.27.1 CRM-ISA-BAS Shopping Basket and Order Entry

1.27.1.1 Creating ERP Sales Orders Through CRM Web Channel (New)

Use

As of SAP CRM 7.0, you can customize Web Channel to create either a CRM or an ERP sales order. Inthis new ERP sales order scenario, the Web shop, product catalog, and marketing capabilities of CRM are

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enabled and used to create the ERP sales order. When the Web shop user adds items from the CRMproduct catalog, there is no creation or replication of the order in CRM. Pricing is retrieved from the ERPsystem and the order is created directly in ERP.

This function is available for the B2B scenario.

Contract creation through the Web shop is not supported.

Prerequisites

You have set up the Web Channel application to access ERP and CRM simultaneously. For more details,see the configuration documentation.

See also

For more Release Note information about Web Channel, see Entering ERP Transactions in CRM.

You configure the Extended Configuration Management (XCM) for Web Channel in SAP SolutionManager at Basic Settings for CRM Web Channel -> General Settings for CRM Web Channel ->Configuring Web Application.

1.28 CRM-RPL Resource Planning for PersonnelResources

1.28.1 CRM-RPL-SRV Service Resource Planning

1.28.1.1 Changes to Customizing Structure for Workforce Deployment

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> WorkforceDeployment -> General Settings for Service Resource Planning has changed as follows:

- The section Assignments has been added.

- The activity Schedule Items Automatically has been moved from section Scheduling Engine tosection Assignments.

- The activity Integrate External GIS has been added.

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1.28.1.2 Service Resource Planning (Enhanced)

Use

As of SAP CRM 7.0, the following features in service resource planning for service order-basedscheduling have been enhanced or added.

Assignments

- Automatically resolve assignment conflictsAssignment conflicts caused by changes in time allocations can now be automatically resolved withthe function Resolve Assignment Conflicts.When clicking the corresponding button, the system deletes assignments and reassigns servicedemands as necessary.

- Separate assignment list and time allocation listYou can now display an assignment list and a time allocation list per employee on a separate page inthe SAP CRM WebClient UI. You have the following options:

- Display assignment list per employee

- Change assignment status

- Navigate from assignments to the corresponding service order, and create a follow-up serviceconfirmation from there

- Display time allocation list per employee

- Maintain time allocations

- Mass change of assignment statusesAssignment statuses can now be automatically set using a combination of a program andCustomizing entries.

- Automatic sending of e-mails to resourcesYou can now automatically trigger the sending of assignment information e-mails to thecorresponding resources via SAPconnect. The sending of e-mails is triggered by the assignmentstatus defined by you in Customizing. The sending of e-mails is triggered regardless of whether thestatus has been set manually or automatically.You can attach SAP Interactive Forms by Adobe or Microsoft Word files to the e-mails. You could,for example, enable the resources to confirm services using an SAP Interactive Form by Adobe.This function is available for internal and external resources.This new e-mail function is independent of the existing groupware integration triggered by settingthe flag Groupware Relevance under General Data in the service arrangement. It is alsoindependent of the existing option of manually sending an e-mail to an employee via NotifyResource in the Action column of the assignment list.

- Color code in Gantt chart

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You can now define colors for use in the Gantt chart, and use these colors to illustrate the variousassignment statuses, such as Informed or At Customer Site. For each assignment status, you canassign a color for past, present, and future assignments.

Appointment Scheduling

Appointment scheduling enables you to arrange with your customers when the service employee willarrive at their premises to perform the required service. Appointment scheduling is performed at itemlevel.

As soon as you have arranged the appointment with a customer, the system reserves the period in thescheduling engine, in accordance with the duration planned in the service process item.

In addition to the existing appointment scheduling function in E-Service and in the Interaction Center(IC) WebClient, appointment scheduling is now also available for back office processing in the CRMServer. This is relevant for the service order and in-house repair order, for example.

Service Demands

- You can now display the assignments for a specific demand in the resource planning application.

- A selected demand is now automatically deselected as soon as an assignment has been made and thedemand staffing level is on Staffed or Overstaffed.

Time Allocations

The assignment block Time Allocations has been added to the service resource planning application.

Integration of Geographical Information System (GIS)

You can now use a third-party GIS solution with service resource planning in SAP CRM.

GIS solutions can add the following important services:

- Geocoding

- Street-level routing

- Travel time calculation

- Graphical map display


In order to use the new and enhanced functions in SAP CRM service resource planning, you have tomake the following settings in Customizing for Customer Relationship Management:

- To use the function for automatically changing assignment statuses, you have to make the settings inCustomizing activity Define Assignment Status Change.Moreover, you have to use program Assignment Status Change. You can access the program inthe Customizing activity Change Assignment Status.

- You define the automatic sending of e-mails to resources in Customizing activity Define E-MailSettings.

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- You configure the color coding for the Gantt chart in Customizing activity Define Status Colors forGantt Chart.

- In order to use appointment scheduling, you have to make the settings in the existing Customizingactivity Manage Parameters for Appointment Scheduling.

- In order to integrate a third-party GIS provider, you have to make the settings in Customizingactivity Define GIS Provider.

1.29 CRM-MKT Marketing

1.29.1 Changes to Customizing Structure for Marketing

Use

In SAP CRM 7.0 the Customizing structure under Marketing has changed as follows:

- The section Loyalty Management in BBPCRM is new.

- In the section Product Proposals, the subsection IC Settings with the activities ConfigureDisplay Characteristics in Agent Profile and Assign Product Proposal has been removed. Thesettings made in this section were relevant only for the Interaction Center WinClient, which is nolonger supported.

1.29.2 Enhanced High-Volume Capabilities for Marketing (New)

Use

As of SAP CRM 7.0, you can use enhanced high-volume capabilities in the areas of external listmanagement, segmentation, and campaign execution. Typical uses for these capabilities are promotionalcampaigns, newsletters, and product announcements.


Marketing prospect is a new object created in SAP CRM by uploading an external list. It is a newcategory of mapping formats added to support the upload of high volumes of address data in an efficientmanner. In the mapping formats application, you can group and display fields related to a marketing

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prospect using marketing attributes or address data as filter criteria. You can also create target groupsfrom these marketing prospects.

To avoid timeout, which is a common occurrence while uploading high volumes of data from a local PC,the file upload function of external lists has now been enhanced with the option of uploading address filesfrom the SAP CRM Application Server (Click Select Server File). It is recommended to upload largefiles from the server even though it can still be done from a local PC (Click Select Client File).

Segmentation

Completely Revised Graphical Modeling

The graphical modeling of segments has been completely revised and better adjusted to meet the specialrequirements of segmenting high volumes of business partners.

The graphical modeling is now performed step-by-step using a hierarchical structure. New icons give abetter overview of which actions have been performed in the modeling. The AND/OR filter selection nowhas a distinctly more intuitive layout, and the rejoining or removal of target groups, as well as theformation of intersections, is easier to follow in the segmentation model.

You can now define target groups without generating them. It is possible to define target groups in thesegmentation model, but to generate the target group at a later point in time, or even at regular intervals.Via the generation of a segmentation model, multiple target groups within the segmentation model can begenerated at the same time.

Note that the previous method of graphical modeling is still available for smaller data volumes, as well asfor business partners with relationships, for object segmentation, and product segmentation.

Changed Terminology

In connection with the new graphical modeling interface, the terminology within segmentation was alsochanged. Segmentation now takes place using segmentation models and segments, which correspondapproximately to the former terms profile sets and profiles.

Dynamic Segmentation Basis

The segmentation basis is no longer a static list of business partners, but simply a combination of filters -you can model and save it just like a segment.

New Data Source "File Import"

As part of the improved integration of segmentation with the TREX server, you can now define a CSVfile as a data source for segmentation. This significantly improves the use of high volumes of data fromSAP NetWeaver Business Intelligence as a basis for segmentation.

Campaign Execution

You can execute campaigns with high volumes of business partners or marketing prospects.

For mail forms, we deliver two new attribute contexts: Internet Mail (High Volume) and File Export(High Volume). In addition, we provide a new function to preview the personalized mail before sendingit.

For campaigns, we deliver two new communication channels: High Volume E-Mail and High VolumeFile Export. With these communication channels, you can export data to third-party mail servers andtools as CSV files, or to specialist letter shops or similar as CSV or XML files.

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During campaign execution, you can benefit from parallel processing of target groups. We deliver a newexecution monitor to give you details on the status of the processing. Additionally, you can get anoverview in your high-volume campaign of the number of contacts you have made with business partnersor marketing prospects.

Typical uses for these capabilities are promotional campaigns, newsletters, product announcements, andevent flyers.


Campaign Execution

Note that for high-volume campaigns, you cannot use some features such as relationship determination,standard communication method, attached content in e-mails, conditions in mail forms, and sender andreply-to addresses on your SAP server. High-volume personalized mail contains links to, for example,pictures, rather than attaching them in the e-mails. On executing a campaign, you can define whether thesystem checks the correspondence language of your business partners, or simply uses a defined language.



To use the enhanced high-volume capabilities in external list management, you make Customizingsettings in Customer Relationship Management under Marketing -> External List Management.

Segmentation

To use the enhanced high-volume capabilities in segmentation, you make settings in the followingCustomizing activities:

- Define Delta Source Objects for High Volume Segmentation

- BAdI: Determine Bus. Partners for Delta Source Objects in High Volume Segmentation

Campaign Execution

To use the enhanced high-volume capabilities in campaign execution, you make settings in the followingCustomizing activities:

- Define Types/Objectives/Tactics

- Define Communication Medium

- Make Settings for Parallel Campaign Execution

- Define File Export Variants

- BAdI: Define Outbounds for High-Volume Campaign Execution

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1.29.3 CRM-MKT-MPL Marketing Planner

1.29.3.1 Business Add-Ins for Marketing (Enhanced for SP01)

Use

As of SAP CRM 7.0 SP01, you can use two enhanced Business Add-Ins (BAdIs) when working withtrade promotions:

- BAdI: Marketing Project Fund Determination

- BAdI: Additional Marketing and Assignment Checking and Controlling Options

BAdI: Marketing Project Fund Determination(CRM_MKTPL_MKTPROJ_ENHANCEMENT)

In previous releases, you could only use this BAdI to filter the list of funds provided by and used by funddetermination. An additional method has been added and the original method has been enhanced to allowyou to do the following:

- Filter the list of funds provided by fund determination

- Override the list of funds provided by fund determination based on user-defined values

See the BAdI documentation for more details.

BAdI: Additional Marketing and Assignment Checking and Controlling Options(CRM_MKTPL_OL_ASG)

The functions performed by this BAdI were performed by standard system functionality and have nowbeen transferred to the BAdI implementations so that you can deactivate them if you want to bypass thechecks. If you deactivate the BAdI implementations, then you can add off-invoice trade spends that havestart dates in the past. For trade spends of type rebate (fixed and variable), this has always been possible.

You can use the following two new BAdI implementations to perform checks on products and tradespends in trade promotions:

- CRM_MKTPL_OL_ASG_TPM_EFFDATES

- CRM_MKTPL_OL_ASG_TPM_TRDSPEND

These implementations are activated by default.

With the standard implementations of the BAdIs, an error is raised if you do the following:

- Add a new off-invoice trade spend whose start date is in the past to a promotion that started in thepast.For example, Promotion A was released on March 1, 2008 and runs from May 1, 2008 to May 31,2008. One trade spend is assigned to this promotion and the trade spend dates are from May 1, 2008to May 31, 2008. On May 15, 2008, the promotion is edited, and a second trade spend is added.With the standard implementation of the BAdIs, this is allowed as long as the start date of thesecond trade spend is later than May 15, 2008. However, if its start date is set to May 1, 2008, thenan error is raised.

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- Add a new product to the trade promotion and set its effective start date in the past when anoff-invoice trade spend that starts in the past is already assigned to the trade promotion.##If thetrade spend does not have dates, the buying dates are used to perform the check instead. If thebuying dates are not defined, then the planning dates are used.

- Change the start date of an existing off-invoice trade spend to a date in the past

- Set an effective start date in the past for an existing product when an off-invoice trade spend thatstarts even earlier is already assigned to the trade promotion

Note: Existing trade spends and unchanged products are not rechecked when editing a trade promotionthat starts in the past.


BAdI: Marketing Project Fund Determination has been added to Customizing for CustomerRelationship Management under Trade Promotion Management -> Trade Promotions -> FundsIntegration -> Business Add-Ins.

You can access the new implementations for BAdI: Additional Marketing and Assignment Checkingand Controlling Options in Customizing for Customer Relationship Management under Marketing-> Marketing Planning and Campaign Management -> Additional Fields and Business Add-Ins(BAdIs) for Marketing Planning.

1.29.3.2 CRM-MKT-MPL-ST Basic Functions

1.29.3.2.1 CRM-MKT-MPL-ST-PAR Partner Processing

1.29.3.2.1.1 Partner Processing in Marketing in CRM 7.0 (changed)

Use

The partner processing activity under Customer Relationship Management -> Marketing -> MarketingPlanning and Campaign Management -> Partner Processing has been removed. You now make thisassignment by going to the activity Define Types/Objectives/Tactics, double-clicking on the relevant typeand selecting Partner Determ. Proc..

Previously in this activity, campaigns and trade promotions were assigned a certain project type and theycould have a partner determination procedure for each type. Note, however, that with the new checkbox,you can only select one partner determination procedure that is directly assigned to the project type.

Also, you must now assign a category to each type. Previously you were able to leave the category fieldempty and the type could be used for different marketing projects. However, now the category must bespecified.

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Customers from previous releases can still call up the old activity to assign partner determinationprocedures directly via the transaction SM34. In this transaction, enter view clusterVC_CRM_MKTPL_PD.


For more information, see Customizing for Customer Relationship Management under Marketing ->Marketing Planning and Campaign Management -> Partner Processing

1.29.4 CRM-MKT-PRP Product Proposals

1.29.4.1 Product Proposals and Item Proposals in Sales Transactions(Enhanced)

Use








- Item proposals from listings and exclusionsIf a listing is determined for the customer, the system proposes the products from it. If there is also

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an exclusion for certain products, these products are not displayed in the proposal list. This preventsitems from being proposed that will later be rejected by the exclusion check.





- Accessories

- Cross-Selling

- Up-/Downselling




UI Redesign


Pricing




Availability Check








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See also

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1.30 CRM-IC Interaction Center WebClient

1.30.1 Communication Management Software Integration (Enhanced)

Use

As of SAP CRM 7.0, you can integrate functions of a communication management software (CMS), suchas SAP Business Communications Management, into SAP CRM business roles. This allows you toestablish communication-enabled business processes, which in turn allows your company to achieve thefollowing:

- Simplified interactions with your customers

- Faster response times

- Improved ability to locate people with the right skills

- A business context to communication processes

- Better enabled end-to-end processes involving employees, customers, suppliers, and partners

If you enable a business role for communication integration, a user who is assigned to this business rolecan do the following:

- Manually log on to and off of the CMSIn addition to the automatic logon of users to the CMS, you can now define whether users canmanually log on to the CMS. Furthermore, users can now manually log off of the CMS.

- Use a dynamic toolbarDepending on the status of the user's interaction with the contact and the connection to the CMS,you can specify that different sets of buttons are available for controlling the communication.

- Trigger and receive phone calls

- View the telephone numbers of business partners as hyperlinks and directly trigger calls to businesspartnersYou can define whether the telephones number of business partners are displayed as communicationhyperlinks. When the user clicks a hyperlink, the dial pad opens. The telephone number is prefilledand the user can call it directly.

- Send and receive contact attached data to and from the CMSIn SAP CRM, when phone calls are received from the CMS, contact attached data can be receivedtogether with the communication event. Contact attached data can be used to retrieve the businesspartner information for the caller. It can also be used, for example, when a call is transferred, to sendand receive the context of the current business process.

- Use the soft phone of the CMSThis allows the user to access various soft-phone-specific features, such as audio and microphonevolume controls.

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- View the presence status of users in assignment blocks related to business partnersThe presence status is retrieved from the CMS. Depending on the presence status of a user, differentoptions for collaboration with this user are available. For example, if the user is available, a call tothe cell phone of the user can be triggered.


You make the settings for CMS integration in Customizing for Customer Relationship Managementunder Basic Functions -> Communication Management Software Integration.

1.30.2 Accounting Interaction Center (New)

Use

As of SAP CRM 7.0, basic support is offered to implement an accounting interaction center (AIC). Youcan use an AIC to enable financial shared services and handle accounting-related interactions withcustomers. You can, for example, access open vendor invoices or the accounting segments of customermaster data, or create an asset master record.

To facilitate this, basic enablement is also offered to connect multiple back-end systems or clients to oneCRM system and one interaction center (IC). IC agents can therefore use one IC instance while stillconnecting to multiple back-end systems that may be required to interact with various accounts set upacross system landscapes.

IC agents can do the following:

- Search for employees and vendors as well as customers

- Search for customers and vendors by ERP reference documents, such as invoice

- Search for accounts by company codes

- Use launch transactions to display or maintain accounting-related information in the back-endsystem

For example, a customer, vendor, or employee may call the AIC because of an accounting-related issue.The IC agent then identifies and confirms the business partner and may also confirm a related referencedocument stored in SAP ERP. The agent then creates a service request to document the issue describedand, if necessary, dispatches the issue to another support level. The agent can use launch transactions todisplay or maintain accounting-related information in the back-end system. When the interaction ends, alldata is saved and linked in the interaction record and the service request.

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You can now map your business role to defined logical systems in the Customizing activity AssignMapped Logical System to Business Roles.

1.30.3 Briefcase (New)

Use

As of SAP CRM 7.0, a briefcase function is available in the interaction center (IC) for use during accountidentification and chat interactions. The briefcase is a collection of relevant briefing cards that provide aneasy-to-read overview of relevant information, such as addresses and contacts. Each briefing card can beassigned to one or more briefcases.


You can make settings for the briefcase in the Customizing activity Define Briefcase.

1.30.4 Business Transactions in the Interaction Center (Enhanced)

Use

As of SAP CRM 7.0, the following standard CRM WebClient business transactions have been integratedinto the interaction center (IC):

- CRM sales order

- ERP sales order

- ERP quotation

- ERP sales contract

- Service order

- Complaint

- Lead

- Case

- Opportunity

- Service request/Incident

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- Problem


These standard CRM WebClient business transactions are now integrated into the IC by default andreplace some of the IC-specific business transactions that existed in previous releases. The CRMWebClient business transactions are displayed in the IC with a tiled layout so that they are in line with theoverall IC user experience. If you prefer to continue using the IC-specific business transactions, you cancustomize the IC to include them instead.

The following CRM WebClient business transactions have also been enabled for integration into the IC,but are not integrated into the standard IC business roles by default:

- Quotation

- Sales contract

- Service quotation

- Service contract

- Service contract quotation

- Activity (appointment, task)

You can integrate these transactions into the IC with a tiled layout using the navigation bar Customizingand the UI configuration tool.

Due to these changes, some additional CRM features are now available in the IC. In the ERP sales order,the following features are now available:


- Bill of material (BoM) explosion

- Extended product proposals

- Copy control and follow-up documents

- Web Channel product catalog integration

For more information, see ERP Sales Transactions in CRM (Enhanced).


The default delivered navigation bar profile for the IC contains the new business transactions. To use theold IC-specific business transactions, assign the navigation bar profile IC_AGENT_U to your businessrole in the Customizing activity Define Business Role.

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1.30.5 Employee Interaction Center (Enhanced)

Use

As of SAP CRM 7.0, the employee interaction center (EIC) has been enhanced. Several enhancements,such as the ability to confirm multiple business partners or employees, have been made to accountidentification in the interaction center (IC) to improve the efficiency of the EIC scenario.

See also

Account Identification (Enhanced)

1.30.6 E-Mail, Fax, and Letter (Enhanced)

Use

As of SAP CRM 7.0, the e-mail, fax, and letter functions in the interaction center (IC) have beenenhanced.


- Open more than one e-mail, fax, or letter at a time

- Navigate between e-mails, faxes, and letters using the Back and Forward buttons

- Link inbound and outbound e-mails, faxes, and letters to a reference transaction

- Select a reference transaction when adding a solution to the cart in the knowledge search

1.30.7 Heartbeat Profile (New)

Use

As of SAP CRM 7.0 you can manage how the system reacts when a communication failure occursbetween a communication session, the communication management software (CMS), and the Web

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browser. For example, in an interaction center environment, the heartbeat profile could be configured toprevent calls from being forwarded to an agent's desktop that is no longer responsive.


You set up a heartbeat profile using the Customizing activity Define Heartbeat Profile.

You assign the heartbeat profile to a business role using the Customizing activity Define Business Role.

1.30.8 IT Service Desk (New)

Use

As of SAP CRM 7.0, a new business role for IT service desk will be delivered. The IT service desk servesas the single point of contact for customers who have IT-related requests. Incident, problem, and changemanagement, which are compliant with IT Infrastructure Library (ITIL) best practices, are fullysupported. You can also access defined IT services, service levels, and IT item information.

When integrating with the SAP Solution Manager Service Desk, you can use a predefined user interface.For this scenario, the SAP CRM IT Service Desk is the main entry point for all IT-related requests, andrequests related to SAP application management can be transferred from here to the SAP SolutionManager Service Desk.

The following IT service-related business transactions are available in the IT service desk role:

- Incident

- Problem


For more information, see IT Service Management (New).

Additionally, several enhancements, such as the ability to confirm multiple business partners, have beenmade to account identification in the interaction center (IC) to improve the efficiency of the IT servicedesk. For more information, see Account Identification (Enhanced).

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1.30.9 Rule Policies (Enhanced)

Use

As of SAP CRM 7.0 you can do the following when working with rule policies within the Intent DrivenInteraction (IDI) context:

- Trigger an outbound e-mailYou can use the Send Out-Going E-Mail Using Mail Form action to send an outbound e-mail whenrule conditions are met. The action parameters you provide are the subject, sender ID, and reply-toID. You must also select a mail form template.

- Trigger a launch transactionYou can use the Launch Transaction action to call a launch transaction from the TransactionLauncher when rule conditions are met. For example, you could call an HTML page or SAP ERPtransaction. The action parameter you provide is an ID for an existing launch transaction.

- Navigate from an alert to the relevant objectWhen raising an alert, such as a warning that a service contract is ending, you can enable the user tonavigate directly from the alert to the relevant object. To do so, you write actions that pass theobject to the method that triggers the alert.

- Search for rule policies more easily using new search criteriaThe IDI context allows you to assign business roles and IC events to a rule policy. The rule policysearch criteria list has therefore been expanded to include business role and IC event.Search help is available for both new search criteria types.

1.30.10 Shared Service Center (Enhanced)

Use

As of SAP CRM 7.0, the interaction center (IC) shared service center scenario has been enhanced. Ashared service center allows you to use an IC to efficiently approach interactive and reactive businessprocesses in order to reduce costs and increase quality.

SAP allows customers to integrate tasks from areas such as procurement, sales, IT service management,accounting, or human resources into flexible and automated end-to-end processes. These processes,however, may require some human interaction. The SAP CRM IC, with its strong system landscape andcommunication integration capabilities, allows you to effectively mediate these contacts. To create a

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shared service center, the IC service processes are integrated with the particular SAP process requiring ashared service.

The following shared service center scenarios are available for the IC:

- Accounting Interaction Center (New)

- Employee Interaction Center (Enhanced)

- IT Service Desk (New)

1.30.11 Changes to Customizing Structure for Interaction Center WebClient

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management ->Interaction Center WebClient has changed as follows:

- Under Master Data, the following activities are new:

- Define Account Identification Profiles for Multiple Business Partners

- Define Briefcase

- Define Installed Base Profiles

- Define Interaction History Profile

- Under Basic Functions, the activity Define Context Area Profile is new.

- Under Basic Functions -> Communication Channels, the following is new:

- The activity Define Knowledge Base Implementation

- The activity Define Heartbeat Profile

- The section Business Process Push

- Under Basic Functions, the section Multiple Back-End is new.

- The section Client Switch has moved from Basic Functions to Basic Functions -> MultipleBack-End.

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1.30.12 CRM-IC-SEA Account Identification

1.30.12.1 Account Identification (Enhanced)

Use

As of SAP CRM 7.0, account identification in the interaction center (IC) has been enhanced.


- Create new business partners and related partners

- Create a relationship between an existing related partner and an account

- Define the partner category (person or organization) when creating a related partner or account

- Define the role of a related partner

- Confirm multiple business partners during account identification (in B2B, B2C, and employeescenarios)

- View all confirmed partners in a new table on the Account Identification page

- Change the partner function of confirmed business partners and transfer them to businesstransactions

- Confirm the account directly from the search result list with one click

- Search by a specific relationship type or all relationship types defined in Customizing whensearching for business partners in a B2B scenario

- Display the details of a business partner from within the search result list

- Search by a specific role or all roles defined in Customizing

- View relationship types in the search result list

- View an easy-to-read overview of relevant information in the briefcaseFor more information, see Briefcase (New).


- Customize searches in account identificationYou can customize search views that are displayed as tabs on the Account Identification page. Foreach search, you can define the title of the tab and the type of search (for example, business partneror object component).

- Define a list of partner functions that can be used to confirm business partners

- Determine the sequence in which these partner functions are displayed

- Map the partner functions of confirmed business partners to the existing partner functions inbusiness transactions and the interaction record

- Define the sequence of the relationship types that appear in the search criteria

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You can now make settings for confirming multiple business partners in the Customizing activity DefineAccount Identification Profiles for Multiple Business Partners.

1.30.13 CRM-IC-INB Installed Base

1.30.13.1 Installed Base (Enhanced)

Use

As of SAP CRM 7.0, the installed base search in the interaction center (IC) has been enhanced. You cannow define an installed base profile that affects the search result view for installed base automaticsearches. You can choose to view the search results in either a tree structure or the default table view.


You can define an installed base profile in the Customizing activity Define Installed Base Profiles.

1.30.14 CRM-IC-INR Interaction Record

1.30.14.1 Lean Interaction Record (New)

Use

As of SAP CRM 7.0 you can increase system performance at high volume call centers by using the leaninteraction record.

The lean interaction record is a version of the interaction record with the following features:

- New transaction typeThe lean interaction record transaction type is 0100, and comes with the standard delivery. Youassign the transaction type to a business transaction profile using the Customizing activity Define

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Business Transaction Profiles. You can modify the transaction type using the Customizing activityDefine Transaction Types.

- New partner determination procedureThe lean interaction record uses the new partner determination procedure 162. This procedureimproves performance speed by limiting the partner determination search to activity partners. Youcan modify the partner determination procedure using the Customizing activity Define PartnerDetermination Procedure.

- Removal of the organizational unit determination procedure

- Removal of the action profile


To use the lean interaction record instead of the full interaction record, you must assign a businesstransaction profile containing transaction type 0100 (such as DEFAULT_WITH_LEANIR) to thebusiness role. You do this in the Customizing activity Define Business Role.

1.30.15 CRM-IC-IHI Interaction History

1.30.15.1 Interaction History (Enhanced)

Use

As of SAP CRM 7.0, the interaction history function in the interaction center (IC) has been enhanced.You can now define an interaction history profile that influences the appearance of the Last Interactionstable on the Interaction Record page.

In this profile, you can define the following:

- Period (number of days) for which past interactions are displayed (for example, interactions withinthe last 30 days)

- Maximum number of rows to be displayed

- Business partner types to be used when searching for past interactions (for example, confirmedaccount or confirmed account with contact person)

- Transaction types to be displayed

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You can define the interaction history profile in the Customizing activity Define Interaction HistoryProfiles.

1.30.16 CRM-IC-SLO Sales Order


Use









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1.30.17 CRM-IC-FCA Financial Contract Accounting


Use


Note:



Installment Plan






Worklist/Workitem







Dunning History


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Promise to Pay






- Write off items.









See also


1.30.18 CRM-IC-UNI Agent Inbox

1.30.18.1 Agent Inbox (Enhanced)

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Use

As of SAP CRM 7.0, the agent inbox in the interaction center (IC) has been enhanced.


- Define a default quick search for each business role

- Save often-used search criteria in the advanced searchThese saved searches appear in a dropdown box to facilitate fast searches.

- View the inbox search results in a table or tree format

- Search for business transactions using multilevel categorization

- Use index-based search for faster searches


You can now define a default quick search in the Customizing activity Define Inbox Profiles.

1.30.18.2 Business Process Push (New)

Use

As of SAP CRM 7.0, you can push business processes to external routers or communication managementsoftware (CMS) for distribution and immediate processing to interaction center (IC) agents based on theirreal-time availability. For example, you can push the following:

- Business transactions, such as SAP CRM sales and service orders and SAP ERP sales orders

- Case Management cases

- Faxes and letters received through SAPconnect or the ArchiveLink scenario

The ID of the business process and a parameter that specifies the type of business process are transferredto the external router or CMS. For each business process, you can define a set of additional parameters torepresent, for example, status and priority.

In order for the business process to be prioritized correctly in the CMS, you use rule policy actions to setthe values for the parameters. For example, you can specify that a business process must have status InProcess and priority High to be pushed to an external router or CMS.

Business process push is based on the IC agent real-time availability. After the IC agent accepts a requestto process a business process item, it is possible to start a collaboration with another user, provided thatthe presence status of the user allows it. For more information, see Communication ManagementSoftware Integration (Enhanced).

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In SAP NetWeaver Business Intelligence (SAP NetWeaver BI), you can analyze the following data aboutthe business process items that are pushed:

- Average time in queue


- Number of rejected business process items

- Percentage of business process items distributed within and outside the service level target

- Average number of transfers of business process items of a particular type


For information about the settings for business process push, see the Customizing documentation DefineSettings for Business Process Push.

1.30.19 CRM-IC-CTX Context Area

1.30.19.1 Context Area (Enhanced)

Use

As of SAP CRM 7.0, the context area has been enhanced for greater flexibility and ease of maintenance.

The following enhancements have been made:

- Header area consistent with the SAP CRM header areaBranding is now left-aligned, and includes the following standard links: Personalize, Help Center,System News, Log Off. Note that a warning is displayed if you attempt to log off when data hasnot been saved or when a communication process is still open. If desired, you can customize thelogo and message.

- Interaction record cancel optionYou can cancel the current interaction record and reset the account ID at any point until a dependentbusiness transaction is created, such as a service ticket or sales order, or an e-mail is saved or sent.

- Communication management software (CMS) reset optionIf the CMS for the current session stops working, you can reset it without having to log off thecommunication session and log on again.

- Immediate display of the Dialed Number Identification Service (DNIS)The DNIS is now immediately displayed with the communication information when a call isreceived.

- Context area customizing

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You can configure different versions of the context area and assign them to separate context areaprofiles, which you then assign to business roles. You do this in the Customizing activity DefineContext Area Profile. The context area profile also allows you to set polling frequency. Polling isused to check the server for events relevant to the client, such as alerts or broadcast messaging.

- Context area configurationYou can configure the context area layout and the components within the layout. You can alsoenhance individual context area components, or add new ones.

- Work area toolbar configurationYou can configure how buttons are organized on the work area toolbar. For example, you couldgroup buttons according to their function.


You define a context area profile using the Customizing activity Define Context Area Profile.

If upgrading from a previous version of SAP CRM, you assign the CONTEXTAREA function profile toyour business roles using the Customizing activity Define Business Role.

1.30.20 CRM-IC-BF Basic Functions for Business Transactions

1.30.20.1 Business Transaction Search (Enhanced)

Use

As of SAP CRM 7.0 you can maintain your own query class when defining a search index for businesstransaction searches.

This can be useful if, for example, you would like to apply sorting methods to search results.


You can maintain a custom query in the new field called Query Class in the Customizing activity DefineSearch Index for Business Transaction Search.

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1.30.21 CRM-IC-CHA Communication Channels

1.30.21.1 CRM-IC-CHA-CHT Chat Integration

1.30.21.1.1 Chat (Enhanced)

Use

As of SAP CRM 7.0, the chat function in the interaction center (IC) has been enhanced.


- Search previously saved chat transcriptsIn the previous release, chat transcripts were only available from within the interaction record. Chattranscripts are now treated as a knowledge base and can be viewed separately.

- Use knowledge search directly on the chat pageIn the previous release, only standard responses could be inserted into the chat view and sent to thecustomer. Now, knowledge search is embedded into the chat page so that you can search formultiple types of knowledge bases, such as standard responses, chat transcripts, knowledge articles,solution databases, and interactive scripts. Using most knowledge bases, you can insert text directlyin the chat view, or copy and paste a certain section of text. When using interactive scripting, the ICagent can execute a script embedded in the chat knowledge search result list, insert questions intothe chat view, send them to the customer, and, depending on the answer from the customer, proceedwith the script execution.

In addition to the reporting capabilities available for the telephony and e-mail channels in the IC, you cannow analyze the following data about chat interactions in SAP NetWeaver Business Intelligence (SAPNetWeaver BI):

- Number of chat interactions per time period (calendar year, month, week, day, and hour)


- Average time chat requests were waiting in queue

- Percentage of chat requests answered within and outside the service level target

- Number of chat interactions discarded by customers before an agent responds

- Number of dialogs in the chat interaction


You can now define the software agent framework (SAF) assignment and add new knowledge bases forchat in the Customizing activity Define Chat Profiles.

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You can now make settings for the knowledge base implementation for chat in the Customizing activityDefine Knowledge Base Implementation.

1.31 CRM-MSA Mobile Sales

1.31.1 Territory Management with CRM Mobile Laptop Applications (Enhanced)

Use

As of SAP CRM 7.0, CRM mobile laptop applications have been enhanced to help you better manageyour sales. The objective of the enhancement is to align ownership of accounts, product and businesstransactions with territory ownership. This enables sales managers and sales professionals to optimallyuse territory assignments.

You can now:

- Also use territory description as the search criterion with the following components:

- Business Partners

- Contacts - when searching for the related business partner

- Visit Plans

- Activities

- Opportunities - by choosing More Criteria

- Sales Transactions - by choosing More Criteria

- Products

- Employees

- Activity Journal Definition

- Products

- Shelf Management


Note: In the Territory Management component, you can now also view the attribute range values forterritory attributes.

- Override rule based assignment of territory to a business partner, in the Business Partnerscomponent

- Enable territory-based checks for the following business transactions:

- Sales Transactions

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- Activities

Note:

When you use search help for business partners or products within a transaction, the territory at theheader level is defaulted as the territory search criterion. If a default territory has not been assigned to theEmployee Responsible, then all the territories of the employee responsible will be considered as searchcriteria. You can change this territory value.

When the Employee Responsible for the transaction has not been entered, the territories assigned to theuser are considered as valid territories.


As a prerequisite, you have executed the Download Territories to CRM Mobile report in Customizingfor Customer Relationship Management under Master Data -> Territory Management -> DataTransfer. You have selected Initial as the Download Options to download master data for territoriesfrom the CRM Server to the consolidated database (CDB).


By default, territory check will not apply for any transaction type. The enhanced features described aboverequire that you enable territory check for specified transaction types. You make these settings inCustomizing for Customer Relationship Management under Transactions -> Basic Settings ->Define Transaction Types. You can now do the following:

- Restrict territory check to specified item categories by making the required settings in Customizingfor Customer Relationship Management under Transactions -> Basic Settings -> DefineItem Categories

- Restrict territory check to specified partner functions by making the required settings inCustomizing for Customer Relationship Management under Basic Functions -> PartnerProcessing -> Define Partner Determination Procedure

1.31.2 Trade Promotions with Mobile Sales (Enhanced)

Use

As of SAP CRM Mobile Sales 7.0, you can now have greater access to trade promotion related data. Youcan use the enhanced functionality and data to improve your chances of selling promotional plans tocustomers.

SAP CRM Mobile Sales has been enhanced with the following trade promotion related features:

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- You can view product segments assigned to trade promotions

- You can view causal data associated to trade promotions for:

- Product

- Product category

- Product group

- You can view trade promotions with Display Pallets - in such a case, the product categories in thedisplay pallet are displayed

- You can view funds plan in a trade promotion

- You can view subordinate funds spent in a trade promotion

- You can view trade promotions with indirect relationships

- You can view spend values and trade spend exceptions

- Depending on the Customizing setting for Rates Origin, you can specify spend values in thefollowing tile sets:

- In the Marketing -> Trade Spends tile set when the Customizing setting for Rates Origin isCRM. In this tile set, you can also modify spend values for existing trade promotions that haverates modeled in CRM.

- In the Marketing -> Volumes/Trade Spends Planning tile set when the Customizing settingfor Rates Origin is BI. In this tile set, you can also modify spend values for existing tradepromotions that have rates modeled in BI.

The above features help the key account manager in planning and managing trade promotions.

In addition to the above enhancements, you can now also download the following trade promotions fromthe CRM server to the mobile client:

- When the product planning basis for the trade promotion is Product Segment or ProductSegment and Product

- When the trade promotion is linked to one or more funds

- When the trade promotion has an associated causal profile

- When the Customizing setting for Rates Origin is CRM


The mobile clients must be subscribed to the publications Customizing Objects 70 and ProductSegment


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As a prerequisite, you have made the required Customizing settings in the CRM Server.

To define the profile groups which are relevant for planning, you make settings in Customizing forCustomer Relationship Management under Trade Promotion Management -> Key FigurePlanning -> Define Planning Profile Groups

To define the campaign types which are relevant for trade promotions with display pallets, you makesettings in Customizing for Customer Relationship Management under Marketing -> MarketingPlanning and Campaign Management -> Basic Data -> Define Types/Objectives/ Tactics

The originating system for rate is defined in Customizing for Define Rates' Origin under CustomerRelationship Management -> Trade Promotion Management -> Basic Data

To define the product hierarchies used to assign products in trade promotions with display pallets, youmake settings in Customizing for Customer Relationship Management under Trade PromotionManagement -> Basic Data -> Products -> Assign Product Hierarchies

To display causals, you make the following settings in Customizing for Customer RelationshipManagement under the following:

- Trade Promotion Management -> Trade Promotions -> Causal Factors -> Define CausalProfiles, Causal Types and Default Values

- Trade Promotion Management -> Trade Promotions -> Causal Factors -> Assign CausalProfiles for Marketing Planning

- Trade Promotion Management -> Trade Promotions -> Causal Factors -> MaintainAttributes and Key Values for Causals Fields

- Trade Promotion Management -> Trade Promotions -> Causal Factors -> MaintainCustomer Fields for Causals

To define the assignment of planning profile group to product planning basis, you make settings inCustomizing for Customer Relationship Management under Trade Promotion Management ->Key Figure Planning -> Define Planning Profile Groups -> Assign Dependency To ProductPlanning Basis

To define the assignment of planning profile group to account type, you make settings in Customizing forCustomer Relationship Management under Trade Promotion Management -> Key FigurePlanning -> Define Planning Profile Group -> Assign Dependency To Account Type

To define the expense types relevant for funds allocation and usage with trade promotions, you makesettings in Customizing for Customer Relationship Management under Funds Management ->

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Funds Plans and Funds -> Define Expense Types

1.32 CRM-FRW Framework

1.32.1 Changes to Customizing Structure for Framework

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> UIFramework has changed as follows:

- The section Business Roles has been moved from Customer Relationship Management toCustomer Relationship Management -> UI Framework.

- The section Portal Integration has been moved from Customer Relationship Management toCustomer Relationship Management -> UI Framework.

- The section Enterprise Search Integration is new.

- The section UI Framework Definition -> Application Enhancement Tool is new.

- The section UI Framework Definition -> Fact Sheet is new.

- The section UI Framework Definition -> Design Layer is new.

- The section UI Framework Definition -> Skins is new.

- The section UI Framework Definition -> CRM Feeds is new.

- The following activities have been moved within or from the section UI Framework Definition:

- Maintain Design Layers was moved to the section UI Framework Definition -> DesignLayer.

- Maintain Shared Memory for the Design Layer was moved to the section UI FrameworkDefinition -> Design Layer.

- Maintain Fact Sheet was moved to the section UI Framework Definition -> Fact Sheet.

- Define Role Configuration Key was moved to the section Technical Role Definition.

- The activity Define Authorization Role has been moved from the section Technical RoleDefinition to the section Business Roles.

- The activity Define Navigation Frame has been moved from the section Business Roles to thesection Technical Role Definition.

- The following IMG activities have been renamed:

- UI Framework Definition -> Configure User Interface was renamed to Access BSPComponent Workbench.

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- Technical Role Definition -> Define Navigation Frame was renamed to Define LayoutProfile.

- Maintain Design Layers was renamed to Define Design Objects.

- The following activities are new in the section UI Framework Definition:

- Register Overview Pages for Tile Layout

- Define Add'l Views for Home Pages and Work Center Pages

- Define Web Links

- Application Enhancement Tool -> Define System Settings

- Application Enhancement Tool -> Analyze Enhancements

- Design Layer -> Copy SAP Design Objects

- Design Layer -> Deactivate Hiding of Fields

- Skins -> Access Skin Workbench

- Skins -> Define Skins

- CRM Feeds -> Define CRM Feeds

- CRM Feeds -> Define CRM Feed Groups

- The following activities are new in the section Enterprise Search Integration:

- Specify Client for Template Modeling

- Specify Software Component for Template Transfer

- Define Settings for Parallel Extraction

- Define RFC Destination for TREX

1.32.2 CRM-FRW-AFP Application Frame

1.32.2.1 Task-Based User Interfaces (New)

Use

As of SAP CRM 7.0 you can build task-based user interfaces (UIs) to make it easier for users to performtheir daily tasks. The user interface dynamically supports users in performing their daily tasks.

The user interface is structured in several steps. Every step represents a small, easy part of the overall

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task. The users are guided through these steps to accomplish their task.

In the UI configuration, you can select the views that you want to use for the task-based UI. You candefine the steps of the task-based UI and define the order of these steps. A view can be assigned to everystep.

1.32.3 CRM-FRW-CON UI Configuration Tool

1.32.3.1 UI Configuration and Skin Customizing (Enhanced)

Use

As of SAP CRM 7.0 the UI configuration has been enhanced by the following features:

- Drag and drop in the UI Configuration ToolYou can now move fields back and forth between the list of available fields and the list of displayedfields in tables, by using drag and drop. You can also change the order of fields in the list ofdisplayed fields, by using drag and drop.You can now add fields from the field selection with all available fields, to the left or right panel inform views, by using drag and drop. You can move fields within the grid, by using drag and drop.

- Tile layout for overview pagesYou can now switch the layout of overview pages from the traditional page layout to a tile layout inthe UI Configuration Tool. You can choose between several tile layouts, for example, the 2 x 2 and2 x 3 layout, or the T-shape.

- Additional views in home pages and work center pagesYou can now define views that you want to add to your home pages and work center pages. Viewsin this repository are available in the list of available assignment blocks in the UI configuration ofevery work center page and every home page.

- Skin workbenchYou can use the skin workbench to copy SAP skins and enhance the copies to your needs. Theseskins are available on the central personalization page under the layout settings. Here you can selectthe skin that you want to use for the CRM WebClient UI.


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- To switch the layout of overview pages in the UI configuration, you need to register these overviewpages in Customizing for Customer Relationship Management, by choosing UI Framework -> UIFramework Definition -> Register Overview Pages for Tile Layout.

- To make views available in the UI configuration of work center pages and the Home page of yourbusiness role, you can define these views in Customizing for Customer Relationship Management,by choosing UI Framework -> UI Framework Definition -> Define Add'l Views for HomePages and Work Center Pages.

- You can copy SAP skins in Customizing for Customer Relationship Management, by choosing UIFramework -> UI Framework Definition -> Skins.

1.32.4 CRM-FRW-UI User Interface

1.32.4.1 Charts in Tables (New)

Use

As of SAP CRM 7.0 you can use bar charts and pie charts to view table-based result lists and assignmentblocks in the CRM WebClient UI.

You can open the chart by clicking the Open Chart icon, if available, in the toolbar of assignment blocksand result lists. You can select the column that you want to view in the chart and choose between a piechart or a bar chart. You can use the zoom function, including zoom in and zoom out. If you need morespace to display the table content, you can close the chart and open it again later.

If you click a column title in the table, you can filter the corresponding column. The chart isautomatically adapted to the newly displayed entries, and the corresponding bar or pie section ishighlighted in the chart. If you filter an additional column, the first and the additional filter are applied tothe table as well as to the chart.

If you click a pie section in the pie chart or a bar in the bar chart, this section is highlighted and thecorresponding entry in the legend is highlighted by a frame. In both cases, the table is filtered accordingto the pie section or the bar that you have selected in the chart.


In the standard delivery, charts are enabled in result lists and in assignment blocks.


You have made the necessary settings in Customizing for Customer Relationship Management, bychoosing UI Framework -> Technical Role Definition -> Define Parameters. You use the parameterENABLE_FTG_USAGE to enable or disable charts in tables. Under Profile Definition -> ParameterAssignment you can assign different values to the parameter ENABLE_FTG_USAGE.

You have assigned the PARAMETERS function profile to your business role in the business role

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Customizing.

1.32.4.2 CRM Feeds (New)

Use

As of SAP CRM 7.0 you are provided with a CRM Feed that is related to your daily work, includingalerts and workflow tasks. Every user is provided with his or her own feed.

You can subscribe to the CRM Feed either by using the RSS feed feature of the browser, for example, byclicking the RSS icon in the address bar of the Mozilla Firefox browser, or by clicking the CRM Feedicon on the central personalization page of the CRM WebClient UI.


The system administrator can define CRM Feeds and CRM Feed groups in Customizing for CustomerRelationship Management, by choosing UI Framework -> UI Framework Definition -> CRM Feeds.

The system administrator needs to assign CRM Feed groups to the function profile CRM_FEEDS of abusiness role in Customizing for Customer Relationship Management, by choosing UI Framework ->Business Roles -> Define Business Role.

The end user can subscribe to his or her CRM Feed under the CRM Feed settings on the centralpersonalization page in the CRM WebClient. However, these settings are only available if the necessaryCustomizing settings at business role level have been performed beforehand.

1.32.4.3 Home Page Personalization (Enhanced)

Use

As of SAP CRM 7.0 you can add the following links to the Home page of your business role:

- Web links, which are simple URLs that are opened in a separate window

- CRM links, which are URLs that are used to navigate inside SAP CRM; they are opened in the samewindow in which the CRM WebClient UI is running

- Widgets, which are graphical objects that show dedicated information, typically from an externalsource

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The system administrator can define Web links, and widgets that are to be displayed on the Home page ofa business role in Customizing for Customer Relationship Management, by choosing UI Framework ->UI Framework Definition -> Define Web Links. These Web links and widgets are assigned to Web linkgroups and widget groups in the same Customizing activity.

The system administrator needs to assign Web link groups and widget groups to the function profile of abusiness role in Customizing for Customer Relationship Management, by choosing UI Framework ->Business Roles -> Define Business Role. The function profiles to be used for Web links and widgetsare, respectively, EXT_WEB_LINKS and WIDGET_LINKS.

The end user can personalize Web links, CRM links, and widgets under the Favorites settings on thecentral personalization page in the CRM WebClient. However, these settings are only available if thenecessary Customizing settings at business role level have been performed beforehand.

1.32.4.4 Recent Items (New)

Use

As of SAP CRM 7.0 you can navigate to the items you have visited most recently in your business role,by using the recent items.

The Recent Items block is located in the navigation bar of your business role. It contains links with theitem titles, in the order you have visited them. The most recently visited item title appears at the top. Ifyou click a link in the Recent Items block, the item title is highlighted until you navigate to another item.However, the item title is also highlighted if you have found the item via search, for example.

You can decide if you want to display the Recent Items block in your business role, on the centralpersonalization page. Here you can also select the number of links to be displayed, by choosing amaximum of 10 entries.


To display the Recent Items block in the navigation bar, the system administrator needs to define a directlink group with type 'Recent Items' in Customizing for Customer Relationship Management, by choosingUI Framework -> Technical Role Definition -> Define Navigation Bar Profile.

This direct link group needs to be enabled in your business role in Customizing for CustomerRelationship Management, by choosing UI Framework -> Business Roles -> Define Business Role.

To display the Recent Items block and select the number of entries to be displayed, end users can make

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the necessary entries for their business role under the navigation bar settings on the centralpersonalization page. However, these settings are only available if the necessary Customizing settings atbusiness role level have been performed beforehand.

1.32.4.5 Simple Search (New)

Use

As of SAP CRM 7.0 you can use the simple search in the CRM WebClient to search for business objects.You can now enter keywords, IDs, or free text in the easily accessible search field, and search across allbusiness objects that belong to a business role.

The simple search is based on SAP NetWeaver Enterprise Search and uses the complex functions of thissearch engine, such as full indexing or incremental indexing.

The simple search is integrated in the central search, which is located in the header area of the navigationframe, and hence visible at all times. You can always access it, regardless of the business object you arein. In the search menu you can choose between the search for all business objects, saved searches, and theindividual business objects that are displayed in alphabetical order.

The search result is divided into separate result lists. Each business object is displayed in a separate resultlist. The number of business objects found in the search is indicated in the title of the result list. You canpersonalize the individual result list to your needs. You can for example, add columns to the result list,and remove them, or define the number of displayed data records.

The simple search supports the following business objects:

- Accounts

- Account (Customer) Contacts

- Activities

- Campaigns

- Cases

- Channel Partners

- Claim Submissions

- Claims

- Complaints

- Contacts

- Employees

- Funds

- Individual Objects

- Installed Bases

- Leads

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- Mail Forms

- Market Segments

- Marketing Plans

- Material Products

- Opportunities

- Partner Accounts

- Partner Contacts

- Product Catalogs

- Reservations

- Returns

- Sales Agreements

- Sales Contracts

- Sales Order Quotations

- Sales Orders

- Service Agreements

- Service Confirmations

- Service Contract Quotations

- Service Contracts

- Service Order Quotations

- Service Orders

- Service Plans

- Service Products

- Service Warranties

- Surveys

- Trade Promotions

- Warranty Claims


To use the simple search you need to install Search and Classification TREX 7.1 for SAP NetWeaver7.01.

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1.32.4.6 Smart Input Help (New)

Use

As of SAP CRM 7.0 the smart input help is available in fields with an input help.

If you double-click fields with an input help, or use the backspace key in an empty field with input help,you can now see your last five entries in this field. Your most recent entry appears at the top of the listthat is displayed below the input field.

New entries are added to your last five entries after further action, for example, when you navigate toanother page.

A background search is performed in addition to the five entries in fields with a simple input help; that is,where the available entries are immediately displayed if the input help was clicked by the user. Thebackground search is started as soon as you enter the first character in the field. The data records foundare displayed in alphabetical order below the five entries, from which they are separated by a dashed line.If more than 50 records are found in the background search, (Too Many Records ...) appears at the endof the list with the data records found.

You can use report SVH_DELETE_LAST_ENTRIES to delete the entries of any user in the smart inputhelp.


You can customize the smart input help in Customizing for Customer Relationship Management, bychoosing UI Framework -> Technical Role Definition -> Define Parameters. The correspondingparameter is SVH_DISABLED with the following parameter values:

- L: Last values only

- B: Background search only

- X: Disable the input help completely

- <Empty>: Last values and background search together

End users can disable the smart input help for performance reasons, for example, or they can deleteentries that have been saved. They can do so on the central personalization page under the layout settings,by selecting the indicator Disable the suggestion of entries for input helps. In this case, the smartinput help needs to be enabled in Customizing, otherwise the indicator is not available under the layoutsettings.

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1.32.5 CRM-FRW-WKB Development Workbench

1.32.5.1 Design Layer Customizing (Enhanced)

Use

As of SAP CRM 7.0 the design layer Customizing has been enhanced by the following features:

- The reference design object has been introduced. It is referred to by other design objects that inheritthe design settings of the reference design object. This enables a reuse of design settings in differentdesign objects.

- You can now add attributes that belong to other BOL objects, in one design object. This means thatyou can now group similar attributes in one design object, even if these attributes belong to differentBOL objects.

- You can now see at a glance all design objects that are assigned to a view, and you can easily addnew assignments, in the BSP Component Workbench.

- You can hide technical fields so that they are not available in the UI Configuration Tool and atruntime. If you have upgraded from SAP CRM 2006/s or SAP CRM 2007 to the current release, andif you have used a technical field that is hidden in the current release in your customerconfigurations, you can switch off the hiding of fields.


You can define design objects in Customizing for Customer Relationship Management, by choosing UIFramework -> UI Framework Definition -> Design Layer -> Define Design Object.

You can copy SAP design objects to your own layer in Customizing for Customer RelationshipManagement, by choosing UI Framework -> UI Framework Definition -> Design Layer -> CopySAP Design Objects.

You can switch off the hiding of fields in Customizing for Customer Relationship Management, bychoosing UI Framework -> UI Framework Definition -> Design Layer -> Deactivate Hiding ofFields.

1.32.5.2 Application Enhancement Tool (New)

Use

As of SAP CRM 7.0 you can use the Application Enhancement Tool to enhance CRM applications, byadding new fields.

Depending on the enhanced business objects, you do not only use the Application Enhancement Tool to

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add new fields but also to make these new fields available in Business Intelligence (BI), R/3 Adapter,CRM Mobile, OLTP Reporting, and searches.

Additionally, you can define your own dropdown list boxes for your new fields, by using the ApplicationEnhancement Tool.

You can access the Application Enhancement Tool in the CRM WebClient UI, where you can start thetool in the Administration work center of the navigation bar. You can use the Application EnhancementTool to search for enhanced objects and display, create, change, or delete enhancements.

Additionally, the Application Enhancement Tool is integrated in the UI Configuration Tool and candirectly be started in this tool.

The fields that you have added to a business object are displayed in the list of available fields of thecorresponding components and views in the UI configuration.


To start the UI configuration of an application, you have activated the configuration mode in the generalsettings, on the central personalization page of the CRM WebClient.

1.33 CRM-CHM Channel Management

1.33.1 Changes to Customizing Structure for Partner Channel Management

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> PartnerChannel Management has changed as follows:

- The node Channel Partner Management has been renamed Partner Management.

- The Customizing activity Partner Management -> Partner Responsibilities -> DefineResponsibility Criteria and Responsibility Areas is new.This Customizing activity consolidates access to existing transactions, to an existing report, andprovides additional supporting documentation.

- The Customizing activity Channel Marketing -> BAdI: Restricted Marketing Project View forPartners has been renamed BAdI: Restricted Marketing Project View for Channel Partners.

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1.34 CRM-IPS Public Sector


Use


Note:



Installment Plan






Worklist/Workitem







Dunning History


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Promise to Pay






- Write off items.









See also


1.34.2 Financial Customer Care for Public Sector (Enhanced)

Use

As of release SAP CRM 7.0, the Financial Customer Care and Dispute Management scenario has been

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enhanced. The enhanced features are also valid for the Financial Customer Care for Public Sectorscenario.For more information, see the Financial Customer Care and Dispute Management releaseinformation.

Note:All functions need a back-end system SAP ECC Industry Extension Public Sector Collection andDisbursement (PSCD) at least on basis SAP ERP 6.0, Enhancement Package 4.


For information on Customizing and the configuration of this Business Scenario, see SAP SolutionManager.

See also

For more information on the functions of the individual business processes for Business ScenarioFinancial Customer Care for Public Sector, see SAP Help Portal under Internet addresshttp://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> Application Help ->Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries ->Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.34.3 CRM-IPS-ICM Investigative Case Management

1.34.3.1 Changes to Customizing Structure for Industry-Specific Solutions

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management ->Industry-Specific Solutions has changed as follows:

Public Sector

The section Investigative Case Management has been added.

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1.34.3.2 CRM-IPS-ICM-CMG Cases and Leads

1.34.3.2.1 Investigative Case Management (Enhanced for SP01)

Use

As of SAP CRM 7.0 SP01, you can extract investigative cases from the database and archive theinformation.


You can define settings for investigate case archiving in Customizing for Customer RelationshipManagement, under Industry Specific Solutions-> Public Sector-> Investigative CaseManagement-> General Settings-> CRM ICM Data Archiving Process

1.35 CRM-IM Media

1.35.1 CRM-IM-IPM Intellectual Property Management

1.35.1.1 Changes to Implementation Guide for IPM (New)

Use

In SAP CRM 7.0, the Implementation Guide (IMG) structure for Intellectual Property Management(IPM) has changed as follows:

New IMG Activities under Customer Relationship Management -> Industry-Specific Solutions -> Media-> Intellectual Property Management:

- Basic Functions -> Pricing -> Define Additional Cumulation Scopes

- Basic Functions -> Pricing -> Define Code List for Role Codes:



- Rights and Royalties Dimensions -> Configuration of Enterprise Services -> Map Rights MarketSegment Codes to Rights Dimension Values:

- Map Code Values to Rights Dimension Values

- Check Consistency of Rights Attribute Value Mapping

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- BAdI: Selection of Pref. Rights Mrkt Segment Code List for Outbound Mapping

- Transactions :

- Configure Cross-Contract Advances (textual node only)

- Activate Granting Reference Function (textual node only)

- Configure Transaction-Based Outgoing Royalties Settlement (textual node only)

- Configure Settings for Multiple Payees (textual node only)

- Configure Transaction Tiering (textual node only)

- Transactions -> Settings for IPM Transactions:

- Define Payee Types

- Define Relationship Category for Multiple Payees

- Transactions -> Settings for IPM Transactions -> BAdIs:

- BAdI: Checks for Cross-Contract Advances

- BAdI: Checks for Multiple Payees

- Transactions -> Usage Confirmation -> Configuration of Enterprise Services -> BAdIs -> MappingMechanisms:


- BAdI: Mapping for Single Service

- BAdI: Mapping for Bulk Service

- Master Data -> Assign Availability Profile to Product Category

- Master Data -> Product -> Define IP Hierarchy Views

- Rights Availability Analysis -> CRM WebClient UI -> Modify Calc. Logic for the RightsAvailability Analysis (textual node only)

- Rights Availability Analysis -> CRM WebClient UI -> BAdIs -> BAdI: Calculation Flexibility in theRights Availability Analysis

- Rights Availability Analysis -> Configuration of Enterprise Services -> BAdIs -> MappingMechanisms:


- BAdI: Mapping for Simulate Inquiry Conf. Rights Group (Bulk)

- BAdI: Simulate Inquiry Confirmation Rights Group

- BAdI: Mapping for Simulate Inquiry Product

- Rights Availability Analysis -> Extensibility -> BAdI: Field Extensibility

- Billing and Settlement -> Configure Application

- Billing and Settlement -> Incoming Royalties -> BAdIs:


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- BAdI: Billing Document Text Processing

- BAdI: Co Account Mapping for the Billing Due List




- Billing and Settlement -> Outgoing Royalties:

- Configure Clearing Items for Negative Royalties (textual node only)

- Determine Billing Type for Payee Billing Documents

- Define Condition Types for Transaction Tiering





- BAdI: Exclusion of Business Transactions in the OR Data Collector

Changed IMG Activities under Customer Relationship Management -> Industry-Specific Solutions ->Media -> Intellectual Property Management:

- Billing and Settlement -> Clearing Control

- Rights Availability Analysis -> CRM WebClient UI -> Exclude Sales Contr. Item System Status fromCalc. of Rights Out (previously entitled "Define Status for Rights Availability Analysis")

- Master Data -> Product -> Settings for Rights Generation -> Define Formulas for Generating theRights Owned

Deleted IMG Activities under Customer Relationship Management -> Industry-Specific Solutions ->Media -> Intellectual Property Management:

- Rights Availability Analysis -> CRM WebClient UI -> BAdIs -> BAdI: Deactivate Selects andReads IP# via FSI

- Rights Availability Analysis -> SAP GUI:

- Make Technical Settings for Rights Availability Analysis

- Define Attributes to be Used to Find Intellectual Properties

- Exclude Sales Contr. Item System Status from Calc. of Rights Out

- Define Parallel Processing for the Rights Availability Analysis

- Rights Availability Analysis -> SAP GUI -> BAdIs:

- BAdI: Deactivate Selects and Reads IP# via FSI

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- BAdI: Selection of Data in the Rights Availability Analysis

- BAdI: Selects and Reads IP and Contracts in the Rights Avail. Analysis

- BAdI: Calculate Rights Availability for Rights Groups

- BAdI: Display Data in the Rights Availability Analysis

- BAdI: Create an Order for Available Rights (Rights Groups)

- Billing and Settlement -> Incoming Royalties -> Maintain BAdIs

- Billing and Settlement -> Outgoing Royalties -> Maintain BAdIs

1.35.1.2 Intellectual Property Management (Enhanced)

Use

As of SAP CRM 7.0, the Intellectual Property Management (IPM) applications have been enhanced asfollows:

New Functions

- Release Dates Relevance

- Contract Archive Search

- Repricing in License Acquisition and Sales Contracts

- Business Object Layer Enabling for Web Services

- Transaction Tiering

- Rights Availability Analysis - License to Third Party Scenario

- Multiple Payees

- External Interface (XIF) for IPM

- Cross-Contract Advances

- Transaction-Based Outgoing Royalties Settlement

- Business Add-In for Text Processing in Billing Documents

- The extensibility function is now available for the following applications:


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- Rights availability analysis (see also: BAdI: Field Extensibility)For more information about extensibility in SAP CRM, see UI Enhancement Tool.

- The enterprise search function is now available for IPM. For more information about enterprisesearch in SAP CRM, see Simple Search.

Enterprise SOA Enabling for IPM

- Enterprise Services: Rights Availability Inquiry

- Enterprise Services: License Contract Usage Report

Enhanced Functions

- Rights Availability Analysis

- Collision Check Error Handling

- Rights Maintenance

- IP Hierarchy Display

- Clearing Control

Changed Functions

The generated Business Add-In (BAdI) definitions for billing are no longer available. They have beenreplaced with non-generated BAdI definitions. For more information, see Business Add-Ins for IPMBilling (Changed).

Deleted Functions

- Rights Availability Analysis for SAP GUI


For a list of all new, changed, and removed Customizing activities for SAP CRM 7.0, see Changes toImplementation Guide for Intellectual Property Management.

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1.35.1.3 CRM-IM-IPM-MD Master Data

1.35.1.3.1 Business Object Layer Enabling for Web Services (New)

Use

As of SAP CRM 7.0, the business object layer (BOL) objects related to Intellectual PropertyManagement (IPM) are now Web service enabled. This allows you to use the Web services tool to createWeb services for following applications:

- Intellectual property (IP)

- License acquisition contract

- License sales contract

You can now create Web services that can read, modify, create, and query the IPM data from athird-party (non-SAP) system.

You can access the Web services tool from the component workbench (transaction BSP_WD_CMPWB),component WS_DESIGN_TOOL.


The IPM Web service enabling extends the existing Web service for Product and Contract.

The user interface has not been changed; however, the Web services tool now contains additional entriesfor the newly enabled IPM-specific objects.

1.35.1.3.2 IP Hierarchy Display (Enhanced)

Use

As of SAP CRM 7.0, you have more flexibility in how you view the relationships of an intellectualproperty (IP) within the relationship hierarchy.

Parent Interlinkages

From the IP Overview page, you can display the superordinate IPs for an IP. In earlier releases, you

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could only display and edit the subordinate IPs for IPs linked through the parts relationship. Now, you areable to view an IP's superordinate IPs by selecting Parts Of from the dropdown list box. Note thatsuperordinate IPs are read-only when you access them in this way, due to technical limitations.

Interlinkage Tree

You can now display the full hierarchy for an IP. For each IP that is linked to other IPs through one ormore relationships, the Show Hierarchy pushbutton is available at the header level on the IP Overviewpage.

The dropdown list box allows you to select the relationship type you wish to display. In addition to thestandard relationship types, you can also define custom views that contain a combination of relationshiptypes. The hierarchy determines the current IP's root nodes and then creates the IP hierarchy for therelationships you select.


- In Customizing activity Define Object Hierarchy and Object Attributes, you can define the treeprofiles that determine how the interlinkage tree displays. The following profiles are specific to theIP hierarchy display:

- Parts interlinkage tree (IPM_IPACC)

- IP: Package part hierarchy (IPM_IPPAC)

- IP: Title relationship (IPM_IPTRG)

- IP: Title relationship (IPM_IPTTL)

- Underlying component interlinkage tree (IPM_IPUCO)

- IP: Underlying Comp (granting ref.) tree (IPM_IPUCX)

- In Customizing activity Define Hierarchy View, you can create views that include a combination ofrelationship types. For example, you can create a hierarchy view to display both the parts andpackage parts relationships for an IP.


Use


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- IP




IP Overview









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1.35.1.3.4 Rights Maintenance (Enhanced)

Use

As of SAP CRM 7.0, you can enter the right dimensions manually in addition to using the search help inthe following applications:

- IP maintenance




For all editable rights types, such as the rights owned, release dates, and royalties, you can type one of thefollowing to manually enter the rights dimensions:

- Attribute ID

- Attribute description

- Rights (hierarchical) view ID

- Rights (hierarchical) view description

However, because the description is not unique and the ID can correspond to both an attribute and a view,ambiguities can occur. If this happens, you can use the search help to select the rights dimension youwish to enter.


In Customizing activity Define Rights Maintenance, you can define the separator used between attributevalues and also if the attribute ID or description displays.

1.35.1.3.5 External Interface (XIF) for IPM (Enhanced)

Use

As of SAP CRM 7.0, the CRM external interface (XIF) adapter has been extended to support the fieldsfor Billing Plan Details extension and Rights Scope and Rights Scope Rights Group assignment.

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XIF represents the interface of the CRM solution to the outside world. This extension to the CRM XIFadapter allows you to create and transfer errorless license sales and acquisition contracts and intellectualproperties (IPs) in the following instances:







IPs




Contracts




1.35.1.4 CRM-IM-IPM-BTX Business Transactions Licensing

1.35.1.4.1

Contract Archive Search (New)

Use

As of SAP CRM 7.0, you can perform a search of archived license acquisition and license sales contractsfrom a new Archive Search screen. You can access this screen from the standard Search screen. This newfunction allows you to view but not edit the archived contracts.

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1.35.1.4.2 CRM-IM-IPM-BTX-PUR License Acquisition


Use












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BI Integration







Use




- Same licensor




The update group that is used for the clearing control is enhanced for contracts eligible for cross-contractadvances. The update group contains only the licensor as key, which means that all items from allcontracts for a licensor are included in the update group. However, the system deletes all advance items

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that are not maintained in the contract from the update group, so that only the referenced advance itemscan be used to create a clearing item.






Use








IPs




Contracts

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1.35.1.4.3 CRM-IM-IPM-BTX-SAL License Sales

1.35.1.4.3.1 Collision Check Error Handling (Enhanced)

Use

As of SAP CRM 7.0, the collision check error handling in license sales contract has been enhanced asfollows:

- The collision check messages now display in the Collision Check Log assignment block. Themessages display in table format to improve readability. This log is available at the contract headerand rights scope level, and from the intellectual property (IP).

- When possible, the system combines multiple collision check error messages into one message toproduce fewer message lines. For example, two messages for the same rights dimensions sold withthe same contract can have consecutive date periods. The system can combine the date periods forthese two messages to display one message.

- The collision check calculation has been enhanced, and the calculation performance has beenimproved. The system now executes all collision checks to provide the user with the fullinformation on the rights.

1.35.1.4.3.2 Release Dates Relevance (New)

Use


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- IP




IP Overview









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1.35.1.4.3.3 Repricing in License Acquisition and Sales Contracts (New)

Use

As of SAP CRM 7.0, you can update the pricing for any royalties scope in a license acquisition or salescontract directly from the CRM WebClient User Interface (UI). The Reprice and Complete Repricebuttons are available on the Edit page of the royalties scope to execute the pricing update. The Repricebutton allows you to keep all manual pricing input during the pricing update; the Complete Repricebutton deletes any manual pricing input.

This function is only available for billing request items (BRIs) that you have not yet billed.


Use








IPs




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Contracts




1.35.1.4.4 CRM-IM-IPM-BTX-CON License Usage Confirmation

1.35.1.4.4.1 Enterprise Services: License Contract Usage Report (New)

Use

As of SAP CRM 7.0, you can use the process component License Usage Confirmation Processing withits business object License Contract Usage Report. This allows you to enable enterprise services toconfirm the usage values (for example, turnover, number of units sold, and so on) for the consumed rightsfor an intellectual property (IP). These services allow media companies to report these figuresperiodically to a licensor who is using SAP Intellectual Property Management (IPM).

You can use these service operations to:

- Create a new user interface (UI) for entering license usage confirmation, such as an Internetself-service site for customers

- Implement business-to-business (B2B) system integration allowing automated license usagereporting

- Connect a third-party system, such as Media Distribution systems featuring direct usageconfirmation reports, to SAP IPM

The business object License Contract Usage Report comprises two asynchronous service operations thatare considered one service. These service operations use the request and confirmation pattern:

LicenseContractUsageReportCRMBulkRequest_In

- Message Type Request: LicenseContractUsageReportCRMBulkRequest

LicenseContractUsageReportCRMBulkConfirmation_Out

- Message Type Request:: LicenseContractUsageReportCRMBulkConfirmation_Out


The LicenseContractUsageReportCRMBulkRequest_In service operation allows you to send the data forthe usage confirmation for an IP to the SAP IPM system. If not specified separately, the SAP IPM systemlocates the license sales contract to which the usage confirmation is reported. This operation providesthese functions for mass operations (bulk). You can send usage confirmation data for many IPs to the

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receiver SAP IPM system. If the operation fails for individual IPs within this mass reporting, the bulkoperation continues its execution and reports the IPs for which the operation failed.

The LicenseContractUsageReportCRMBulkConfirmation_Out service operation sends the confirmedstatus (successful, failed, and so on) of the execution back to the sender system for the service operationLicenseContractUsageReportCRMBulkRequest_In.


- To enable the enterprise services for usage confirmation, use Customizing activityMap Code Valuesto Rights Dimension Values.

- To map role codes (amount and quantity) to the data values, use Customizing activity Define DataValues.You define the available role codes in the following Customizing activities:



1.35.1.5 CRM-IM-IPM-RO Royalty Accounting

1.35.1.5.1 CRM-IM-IPM-RO-ROI Incoming Royalties


Use



Generated Definition Non-Generated Definition Enhancement Spot/1BEA/IPMI_BD BEA_IPMI_BD BEA/1BEA/IPMO_BD BEA_IPMO_BD BEA/1BEA/IPMI_DL BEA_IPMI_DL BEA/1BEA/IPMO_DL BEA_IPMO_DL BEA

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/1BEA/B_IPMO_DL_IAT BEA_IPMI_DL_IAT BEA_IAT/1BEA/B_IPMI_DL_IAT BEA_IPMO_DL_IAT BEA_IAT/1BEA/IPMI_BD_PRC BEA_IPMI_BD_PRC BEA_PRC/1BEA/IPMO_BD_PRC BEA_IPMO_BD_PRC BEA_PRC/1BEA/IPMI_DL_PRC BEA_IPMI_DL_PRC BEA_PRC/1BEA/IPMO_DL_PRC BEA_IPMO_DL_PRC BEA_PRC/1BEA/IPMI_DL_XIF BEA_IPMI_DL_XIF BEA_XIF/1BEA/IPMO_DL_XIF BEA_IPMO_DL_XIF BEA_XIF














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Use






1.35.1.5.2 CRM-IM-IPM-RO-ROO Outgoing Royalties


Use

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Generated Definition Non-Generated Definition Enhancement Spot/1BEA/IPMI_BD BEA_IPMI_BD BEA/1BEA/IPMO_BD BEA_IPMO_BD BEA/1BEA/IPMI_DL BEA_IPMI_DL BEA/1BEA/IPMO_DL BEA_IPMO_DL BEA/1BEA/B_IPMO_DL_IAT BEA_IPMI_DL_IAT BEA_IAT/1BEA/B_IPMI_DL_IAT BEA_IPMO_DL_IAT BEA_IAT/1BEA/IPMI_BD_PRC BEA_IPMI_BD_PRC BEA_PRC/1BEA/IPMO_BD_PRC BEA_IPMO_BD_PRC BEA_PRC/1BEA/IPMI_DL_PRC BEA_IPMI_DL_PRC BEA_PRC/1BEA/IPMO_DL_PRC BEA_IPMO_DL_PRC BEA_PRC/1BEA/IPMI_DL_XIF BEA_IPMI_DL_XIF BEA_XIF/1BEA/IPMO_DL_XIF BEA_IPMO_DL_XIF BEA_XIF








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Use






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1.35.1.5.2.3 Clearing Control (Enhanced)

Use

As of SAP CRM 7.0, the clearing control function has been enhanced with the following features:

- The Billing Engine application IPMO can now create clearing items for negative royalties duringbilling.

- For the read and update rules, the Context field and the Linked Item Category Reference field arenow available.


In Customizing activity Define Clearing Control, you can define the billing item category for whichnegative recoupment is allowed in the Clearing: Negative Recoupment folder.

See also

For more information, see the documentation for the following:

- Customizing activity Configure Clearing Items for Negative Royalties

- Customizing activity Define Clearing Control

- Documentation for the fields used for read and update rules.


Use






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BI Integration






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1.35.1.5.2.5 Transaction Tiering (New)

Use

As of SAP CRM 7.0, the transaction tiering function is available. The IPM: Transaction Tiering(IPM_TIER) feature is available in the framework of Billing Engine application IPMO. You can create acontract with a special transaction tiering condition type. This allows you to:

- Ensure that the system takes into account the order in which the transactions occur during royaltiescalculation

- Create a tiering group in a license acquisition contract that includes several royalty items with thesame scale basis

There are three main applications for transaction tiering:

- One IP uses a quantity scale to determine the royalties rate, and the system must take into accountthe order in which the transactions occurred.

- Two or more IPs share the same scale basis. In this case, you can include several contract items inthe same scale by adding them to a tiering group in the license acquisition contract.

- A change occurs in the scale rate, effective as of a certain date. You add a second contract item tothe contract for the same IP, and add both contract items to the tiering group.

The example below demonstrates a simple case of transaction tiering and how the royalty calculationdiffers from the standard calculation:

Royalty agreement:

- For up to 1,000 units, it is 8% of the sales.

- For more than 1,000 units, it is 10% of the sales.

Sales:

- You initially sell 600 units for 20 USD each.

- You then sell 600 units for 10 USD each.

If transaction tiering is inactive, you can still use scales in the system, but the system does not take intoaccount the order of the transactions. Instead, a sort of averaging is performed in the calculation. In thiscase, the calculation is as follows:

- Total number of units: 1,200

- Condition basis (total sales): 600 (units) * 20 (price) + 600 (units) * 10 (price) = 18,000

- Royalties calculation: 15,000 USD (sales) * 8% + 3000 USD (sales) *10% = 1,500 USD (totalroyalties)

If you activate the transaction tiering feature, the system then takes the order of the transactions intoaccount. For the same royalty agreement and sales, the calculation is now as follows:

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- Condition basis (total sales) for the first 1,000 units: 600 (units) *20 USD (price) + 400 (units) *10(price) = 16,000

- Condition basis (total sales) for the next 200 units: 200 * 10 = 2,000

- Royalty calculation: 8% of 16,000 + 10% of 2,000 = 1,480 USD (total royalties)


For information about system administration tasks, see Configure Transaction Tiering.


For information about the Customizing settings required for this function, see Configure TransactionTiering.

1.35.1.5.2.6 Transaction-Based Outgoing Royalties Settlement (New)

Use

As of SAP CRM 7.0, you can settle outgoing royalties based on a particular business transaction. This isrelevant, for example, in cases in which the contributors to a broadcast item should receive royaltiespayment immediately after the broadcast item has aired. In this case, the business transaction triggers thesystem to calculate the outgoing royalties owed to the licensors.


For information about system administration tasks, see Configure Transaction-Based Outgoing RoyaltiesSettlement.


For information about the Customizing settings required for this function, see ConfigureTransaction-Based Outgoing Royalties Settlement.

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Use




- Same licensor




The update group that is used for the clearing control is enhanced for contracts eligible for cross-contractadvances. The update group contains only the licensor as key, which means that all items from allcontracts for a licensor are included in the update group. However, the system deletes all advance itemsthat are not maintained in the contract from the update group, so that only the referenced advance itemscan be used to create a clearing item.





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1.35.1.6 CRM-IM-IPM-RIN Rights Inventory Analysis

1.35.1.6.1 Enterprise Services: Rights Availability Inquiry (New)

Use

As of SAP CRM 7.0, you can use the process component Intellectual Property Rights InventoryManagement with its business object Intellectual Property Rights Availability Inquiry. This allows you toenable enterprise services that access the SAP IPM central rights repository to retrieve information aboutthe exploitation of intellectual properties (IPs). You can use these services to retrieve accurate, up-to-dateinformation about the rights availability for an IP.

The exploitation of IPs involves a variety of specialized third-party systems, including:

- Program Scheduling

- Program Planning

- Digital Asset Management

- Media Distribution

The enterprise services for rights availability inquiries allow you to integrate rights availabilityinformation into these systems.

The business object Intellectual Property Rights Availability Inquiry comprises the following threesynchronous service operations that use the request and response pattern:

IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In

- Message Type Request:IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQuery_sync

- Message Type Response:IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateResponse_sync

IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateQueryResponse_In

- Message Type Request:IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateResponse_sync

- Message Type Response:IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateResponse_sync

IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateQueryResponse_In

- Message Type Request: IntlectlPrptyRights AvailabilityInquiryCRMSingleProductSimulateQuery _sync

- Message Type Response:IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateResponse_sync


The IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In serviceoperation retrieves the rights state for one or more IPs on an aggregated group level. This service does not

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provide detailed information about the related or subordinate IPs.

The IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateQueryResponse_Inservice operation retrieves the same level of aggregated state on the group level as theIntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In serviceoperation, but can also answer multiple (bulk) requests within one operation.

The IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateQueryResponse_In serviceoperation retrieves the detailed status and information, such as the market segment (rights dimensions)for a single IP specified and its subordinate IPs, if requested.


To enable the enterprise services for the rights availability analysis, you must make the settings inCustomizing activity Map Code Values to Rights Dimension Values.

1.35.1.6.2 Rights Availability Analysis (Enhanced)

Use

As of SAP CRM 7.0, the rights availability analysis for Intellectual Property Management (IPM) hasbeen enhanced as follows:

- You can configure the system to add new intellectual property (IP) search options based on set typeattributes. For more information, see Effects on System Administration.

- You can implement your own availability calculation logic for the rights availability analysis. Forexample, you can change the logic to specify which rights or subordinate IPs are considered in therights availability calculation. For more information, see Effects on Customizing.

- The system displays a warning message when you view the Availability Overview screen if youhave changed the availability criteria after executing the rights availability analysis.

- You can choose to view either the rights availability for an IP, or for an IP and its subordinate IPs:

- You choose the Current IP pushbutton to view the rights availability for the selected IP in theAvailable Rights and Summary - All Missing Rights assignment blocks. The systemdisplays the available or missing rights on the IP level. This means that only the rights for theselected IP display, without taking into account the subordinate IPs.

- You choose the Combined IPs pushbutton in the Available Rights and Summary - AllMissing Rights assignment blocks to see the combined rights for all IPs in the hierarchy. Inthis case, the system includes the selected IP and all its subordinate IPs in the rightsavailability calculation.

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- You can now search for IPs and execute the rights availability analysis in one step by choosingSearch and Execute from the IP Selection screen.

- You can now execute the rights availability analysis from the Availability Criteria screen and fromthe Availability screen even if you have not selected any IPs. In this case, the system uses thecriteria you specified on the IP Selection screen to perform the search.

NOTEIf you have not specified any criteria on this screen, the system considers all IPs in the rightsavailability analysis.


For information about extending the search for IPs, see SAP Note 1026956.


To implement your own availability calculation logic in the rights availability analysis, use BusinessAdd-In (BAdI) Calculation Flexibility in the Rights Availability Analysis(CRM_IPM_RAA_INFL_CALC_BDEF).

1.35.1.6.3 Rights Availability Analysis - License to Third Party Scenario (New)

Use

As of SAP CRM 7.0, the License to Third Party scenario is available for the rights availability analysis.This offers the following functions when you create a rights availability request:

- You can specify a timeframe within which to search for the rights you wish to license to a thirdparty. This timeframe can be expressed as a particular duration, for example, six months, two years,or 50 days.

- The system displays rights availability results on the Availability Overview screen sorted byaggregated status and product description. The detail status displayed in the last column of theAvailability Overview table can contain two additional values:

- MTAL: Corresponds to intellectual properties (IPs) in which all rights criteria are met

- PTAV: Corresponds to IP in which the rights criteria are partially met

- The rights are considered as met in all criteria if the requested rights are fully met within thetimeframe. The rights are considered as partially met if the requested rights are partially availablewithin the timeframe. The rights are considered as not available if the requested rights are not metwithin the timeframe.

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- The rights that are met in all criteria display on the Criteria Fully Met screen. The rights that arepartially met display on the Criteria Partially Met screen. The rights are displayed in table format.

- You can create sales contracts from the Criteria Fully Met and Criteria Partially Met screens byselecting one or more rows.

- The system displays the IP count and row count information on the Criteria Fully Met and CriteriaPartially Met screens.


Use

As of SAP CRM 7.0, you can deactivate the release dates for an intellectual property (IP). Release datesallow you to control the automatic release of rights using generation rules. This function is primarilyrelevant to media companies that require window management, such as entertainment companies. Formedia companies that do not require this, it is not necessary to generate the release dates when yougenerate the rights for an IP, since the Rights Owned or Rights Owned (Granting Ref.) are alreadyavailable for sale. Therefore, this release of IPM enables the system administrator to ignore the releasedates in the rights calculations.


- IP




IP Overview


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1. Assign a generation formula that is mapped to an availability profile that does not consider the

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release dates.






1.35.1.6.5 Rights Availability Analysis for SAP GUI (Deleted)

Use

As of SAP CRM 7.0, the rights availability analysis function is no longer available in the SAP GUIapplication. Use the CRM WebClient user interface (UI) for rights availability requests.

1.36 CRM-IT Telecommunications


Use

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Note:



Installment Plan






Worklist/Workitem







Dunning History


Promise to Pay






- Write off items.

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See also


1.36.2 CRM-IT-BI Integration to Billing System

1.36.2.1 Integration of CRM Interaction Center WebClient with ERP FI-CA (New)

Use

As of SAP CRM 7.0, you can use the CRM Interaction Center WebClient to exploit ERP ContractAccounts Receivable and Payable (FI-CA) functions as follows:

- Display all FI-CA documents assigned to a dispute. Display the details of lists of bills, bill lineitems, and Event Detail Records (EDRs). In this context, bills originate in an external billing systemand are not identical with FI-CA invoices based on FI-CA receivables.

- Create disputes based on FI-CA objects (missing payments, missing credits, incorrect credits, andincorrect FI-CA documents).

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- A single CRM Interaction Center WebClient complaint corresponds to a single ERP FI-CA disputecase.

In an implementation where CRM Interaction Center WebClient and ERP FI-CA are integrated, FI-CAfunctionality relating to the dispute is available as follows:

- DunningDisputed objects and the total disputed amount are available and can be used for dunning reduction.

- PaymentsDisputed amounts can be deducted from amounts to be collected.

- InterestInterest calculations and interest postings can be suspended for disputed amounts.

When configured, the additional FI-CA processes update the dispute as follows:

- Posted documents in FI-CA can be automatically added to the dispute.

- The FI-CA dispute case attributes (disputed amount, amount paid, amount credited, amount clearedmanually, and amount written off automatically) can be displayed after the documents are posted.

- When non-FI-CA objects (bills, bill line items, and EDRs) are assigned to FI-CA documents and aredisputed in Interaction Center WebClient then dunning, payment, and interest calculation take intoaccount the disputed amount. In this case, incoming payments can be automatically assigned to thedispute case.

You can also create dispute cases directly in the FI-CA back-end system or in Biller Direct. Theserelevant attributes of dispute cases are replicated into CRM (into complaint based disputes) and areprocessed in the Interaction Center WebClient.

See also

For more Release Note information about Dispute Management, see Financial Customer Care andDispute Management (Enhanced).

1.37 CRM-IU Utilities Industry

1.37.1 CRM-IU-IC Utilities Industry: Interaction Center

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Use


Note:



Installment Plan






Worklist/Workitem







Dunning History


Promise to Pay




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- Write off items.









See also


1.38 CRM-CA CRM Cross-Application Components

1.38.1 Rule Builder (New)

Use

As of SAP CRM 7.0, you can use the application for defining, creating and changing the rules for loyaltymanagement or territory management.

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- In loyalty management, a member activity is processed against the rules created with the rulebuilder, resulting in an action being performed. For example, if a member of a loyalty program takesa flight, the rules are processed and the member earns miles or points.

- In territory management, you use rules to define the scope of a territory. For example, you canspecify a country and certain postal codes to define the geographical region that a territory covers.You can also specify which account and/or products fall under a territory, or which sales area isresponsible for a territory.


Make settings in Customizing for Customer Relationship Management under CRMCross-Application Components -> Rule Builder.

See also

Loyalty Management (New)

Territory Management (Enhanced)

1.38.2 Changes to Customizing Structure for CRM Cross-ApplicationComponents

Use

In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> CRMCross-Application Components has changed as follows:

- The section Rule Builder is new.

- The activity Check Entire Model for Transactions has been renamed Extend Model forBusiness Transactions with New Relations and moved from Customer RelationshipManagement -> CRM Cross-Application Components -> Generic Interaction Layer/ObjectLayer -> Component-Specific Settings to the new section Business Transactions underComponent-Specific Settings. This section contains two new activities:

- Extend Model for Business Transactions with New Nodes

- Define Custom Handler Classes for Business Transaction Model Nodes

- The section Multilevel Categorization contains two new activities:



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1.3.9 Third Party Order Processing (Enhanced)

Use As of CRM 7.0, Third Party Order Processing (TPOP) has been enhanced for SAP Service Parts Management (SPM). It now features a TPOP Monitor function and a TPOP Cancellation by Vendor function, which are integrated with the SAP ERP system. TPOP Cancellation by Vendor When a sales order cannot be fulfilled by the quantity available on stock, the supplier must source the productsfrom a third party vendor, who ships the products directly to the customer. If the third party vendor cannot supply the goods, he is given the possibility to cancel the purchase order by sending a cancellation message via IDOC. This automatically updates the purchase order in ERP and the sales order in the CRM system. A TPOP item is said to be a TPOP Backorder item if one of the following criteria is satisfied: Å The quantity confirmed by the Third Party Vendor is less than the requested delivery quantity. Å The date on which the Third Party Vendor confirms the order is beyond requested delivery date. If a TPOP sales order exists in the CRM system, a purchase order is created in ERP. If a purchase order is subsequently cancelled, its status is updated in the corresponding sales order in CRM and the confirmed quantity in CRM is set to '0'. These items can be monitored in the TPOP Monitor. TPOP Monitor The TPOP Monitor searches sales orders for quantity deviation between the confirmed and the ordered quantity, and the time deviation of the delivery date. When the sales order items are disconfirmed by the vendor, the system sets the confirmed quantity of the order to '0'. It reads orders with confirmed quantity '0' and assigns another vendor. The system assists the user in manual vendor assignment.

SAP CRM 7.0 (Including SP01) Release Notes

Documents

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