Release Notes SAP Enhancement Package 1 …docshare01.docshare.tips/files/20192/201921472.pdfRelease...

Release Notes SAP Enhancement Package 1

(Including SP08) for SAP CRM 7.0

Copyright © Copyright 2012 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, Clear Enterprise, SAP BusinessObjects Explorer and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP France in the United States and in other countries. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty

Service-Oriented Architecture ....................................................................................12Business Function SOA Documentation .................................................................12

CRM_SOA_1_DOCU: Business Function SOA Documentation (New) ......................................... 12CRM_SOA_1_DOCU: Activity Management SOA Services .......................................................... 13CRM_SOA_1_DOCU: Organizational Management SOA Services .............................................. 15CRM_SOA_1_DOCU: Identity Management SOA Services .......................................................... 16CRM_SOA_1_DOCU: Human Capital Master Data Management SOA Services ........................ 17CRM_SOA_1_DOCU: Digital Asset Management SOA Services ................................................. 18CRM_SOA_1_DOCU: Price Master Data Management SOA Services ........................................ 19CRM_SOA_1_DOCU: Service Order Management SOA Services ............................................... 21CRM_SOA_1_DOCU: Loyalty Membership Activity Processing SOA Services ............................ 22CRM_SOA_1_DOCU: Loyalty Program Membership Data Management SOA Services ............. 23CRM_SOA_1_DOCU: Voucher Processing SOA Services ........................................................... 24CRM_SOA_1_DOCU: Service Request Processing SOA Services .............................................. 25CRM_SOA_1_DOCU: Trade Promotion Management SOA Services .......................................... 26CRM_SOA_1_DOCU: Trade Promotion Agreement Management SOA Services ....................... 27

WebClient UI Framework ...........................................................................................28Business Function UI Framework ...........................................................................28

UI_FRW_1: Business Function UI Framework (New) .................................................................... 28UI_FRW_1: Personalization and Configuration of Icons (New) ..................................................... 29UI_FRW_1: Adding CSS Files and JS Files (New) ........................................................................ 30UI_FRW_1: Authorization for Export to Spreadsheet (New) .......................................................... 31UI_FRW_1: User Interface Enhancements (New) ......................................................................... 32

Business Function UI Framework Documentation ..................................................33UI_FRW_1_DOCU: Business Function UI Framework Documentation (New) .............................. 33UI_FRW_1_DOCU: User Interface Personalization (Enhanced) ................................................... 35UI_FRW_1_DOCU: Tab Order Definition (New) ............................................................................ 36UI_FRW_1_DOCU: Toggle Buttons (New) .................................................................................... 37UI_FRW_1_DOCU: Copy and Paste in Tables (Enhanced) .......................................................... 38UI_FRW_1_DOCU: Tag Clouds (New) .......................................................................................... 39UI_FRW_1_DOCU: Favorites (New) ............................................................................................. 41UI_FRW_1_DOCU: Advanced Search (Enhanced) ....................................................................... 42UI_FRW_1_DOCU: Personalization of Overview Pages with Tiles (New) .................................... 43UI_FRW_1_DOCU: Message Bar (Enhanced) .............................................................................. 44UI_FRW_1_DOCU: Drag and Drop in Personalization Dialog Boxes (New) ................................. 45UI_FRW_1_DOCU: Action Menu (New) ........................................................................................ 46UI_FRW_1_DOCU: Mash-Ups (New) ............................................................................................ 47UI_FRW_1_DOCU: Time Slider (New) .......................................................................................... 48UI_FRW_1_DOCU: Search Page Wizard (New) ........................................................................... 49UI_FRW_1_DOCU: Task-Based User Interface (Enhanced) ........................................................ 50UI_FRW_1_DOCU: Configurable Data Retrieval (New) ................................................................ 52UI_FRW_1_DOCU: Office/Adobe Enhancements (New) .............................................................. 54UI_FRW_1_DOCU: Rapid Applications (New) .............................................................................. 55UI_FRW_1_DOCU: Integration of Long Text in Web Services Tool (New) ................................... 57UI_FRW_1_DOCU: GenIL Model Editor (New) ............................................................................. 58UI_FRW_1_DOCU: Generation of UI from a BOL Model (New) ................................................... 60UI_FRW_1_DOCU: Dropdown Lists (Enhanced) .......................................................................... 61

UI_FRW_1_DOCU: Central Sharing Tool (New) ........................................................................... 62UI_FRW_1_DOCU: Dashboard on Home Page (New) ................................................................. 63UI_FRW_1_DOCU: Skins (Enhanced) .......................................................................................... 64UI_FRW_1_DOCU: Integration with SAP NetWeaver Business Client (New) .............................. 65UI_FRW_1_DOCU: User Interface Enhancements (New) ............................................................ 66UI_FRW_1_DOCU: Mandatory Fields (Enhanced) ....................................................................... 68UI_FRW_1_DOCU: Application Enhancement Tool (Enhanced) .................................................. 69UI_FRW_1_DOCU: Default Searches (New) ............................................................................... 70UI_FRW_1_DOCU: Pasting of Multiple Values as Search Criteria into Advanced Search (New) 71

Master Data ...............................................................................................................72Business Function Complaints & Leads Assignment Blocks on Business Partner OVP ........................................................................................................................72

CRM_BP_ASSIGNMENTS_CC2: Business Function Complaints & Leads Assignment Blocks on Business Partner OVP (New for SP06) .......................................................................................... 72

Business Function Marketing Permission ...............................................................74CRM_MKT_PERMISSION: Business Function Marketing Permission (New for SP05) ................ 74CRM_MKT_PERMISSION: Marketing Permissions in Interaction Center (New for SP05) ........... 77CRM_MKT_PERMISSION: Marketing Permissions in Campaigns (New for SP05) ..................... 81CRM_MKT_PERMISSION: Usability Enhancement for Marketing Permissions (New for SP08) . 84

Business Function Knowledge Article 2 ..................................................................85CRM_KA_CI_2: Business Function Knowledge Article 2 (New for SP07) .................................... 85

Basic Functions and Performance .............................................................................87Business Function Infrastructure ............................................................................87

CRM_INF_1: Business Function Infrastructure (New) ................................................................... 87CRM_INF_1: ACE Enablement (Enhanced) .................................................................................. 88CRM_INF_1: Notes Enhancements (Enhanced) ........................................................................... 90CRM_INF_1: Simple Search (Enhanced) ...................................................................................... 91CRM_INF_1: Rule Builder (Enhanced) .......................................................................................... 92CRM_INF_1: Enterprise Search in Interaction Center by Integration of Interaction Record (New) 93CRM_INF_1: Application Extensibility in SAP Leasing and SAP Account Origination (New) ....... 94CRM_INF_1: SAP Account Origination, Simple Search (New) ..................................................... 97CRM_INF_1: SAP Leasing: Simple Search (New) ........................................................................ 99

Business Function Performance and Large Contracts .........................................101CRM_PERFORMANCE: Business Function Performance and Large Contracts (New) ............. 101CRM_PERFORMANCE: Item List: Large Transaction Mode and Search (New) ........................ 102CRM_PERFORMANCE: Asynchronous Updates (New) ............................................................. 103CRM_PERFORMANCE: Billing Request Lines (New) ................................................................. 104CRM_PERFORMANCE: Performance-Optimized Pricing (New) ................................................ 106CRM_PERFORMANCE: Enhanced Distribution Concept (New) ................................................. 109CRM_PERFORMANCE: Contract Tree Enhancements (New) ................................................... 110

Business Function Enlarged Text Area and Filters in Text Log ............................111CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP07) .... 111

Business Function Integration of SAP StreamWork with SAP CRM .....................113CRM_SWI_1: Integration of SAP StreamWork with SAP CRM (New for SP08) ......................... 113

Sales and Service ....................................................................................................115Business Function Sales and Service ..................................................................115

CRM_SLS_SRV_1: Business Function Sales and Service (New) .............................................. 115CRM_SLS_SRV_1: Replacement Business Add-Ins for Business Transaction (New) ............... 117CRM_SLS_SRV_1: Asynchronous Updates (New) ..................................................................... 118CRM_SLS_SRV_1: Display of Price Totals in Service Order and Contract (Enhanced) ............ 119CRM_SLS_SRV_1: UI Enhancements for Prices and Conditions (Enhanced) ........................... 120CRM_SLS_SRV_1: Rule-Based Dispatching (New) ................................................................... 121CRM_SLS_SRV_1: Population of Account ID in F4 Help in Activities (Enhanced) ..................... 122CRM_SLS_SRV_1: Opportunity Graphical Buying Center (Enhanced) ...................................... 123CRM_SLS_SRV_1: Installed Base Processing (Enhanced) ........................................................ 124CRM_SLS_SRV_1: Determination of Business Partners in ERP Sales Orders (New) ............... 125CRM_SLS_SRV_1: Inbound Warranty Claim and Outbound Warranty Claim (New) ................. 126CRM_SLS_SRV_1: Prediction of Service Parts and Service Duration (New) ............................. 129CRM_SLS_SRV_1: Credit Check (Enhanced) ............................................................................ 131CRM_SLS_SRV_1: Tree View for Product Proposal (Enhanced) ............................................... 132CRM_SLS_SRV_1: Time Recording (New) ................................................................................. 133CRM_SLS_SRV_1: Transfer of Notes for Billing Documents to Integrated Applications (New) . 134CRM_SLS_SRV_1: Intercompany Payables in Intercompany Billing (New) ............................... 135CRM_SLS_SRV_1: Delivery-Related Billing for TPOP Sales Orders (New) ............................... 136CRM_SLS_SRV_1: Intercompany Billing for Intercompany TPOP Sales Orders (New) ............ 137CRM_SLS_SRV_1: Billing for Returns in Stock Transfer Process (New) ................................... 138CRM_SLS_SRV_1: Tax Audit Support with Data Retention Tool Extended (DARTX) for SAP CRM (New) ............................................................................................................................................ 139CRM_SLS_SRV_1: Conversion of Expired Currencies in Billing (New) ...................................... 140CRM_SLS_SRV_1: Billing Localization (Enhanced) ................................................................... 142CRM_SLS_SRV_1: Tax Processing Localization (New) ............................................................. 143CRM_SLS_SRV_1: Product Search and RTOM Offer List in the Interaction Center (Enhanced)

...................................................................................................................................................... 144CRM_SLS_SRV_1: New UI for Lean Items in Provider Order in Interaction Center and Dealer Application for Telecommunications (New) .................................................................................. 146CRM_SLS_SRV_1: Account Quick Create and Search Improvements (Enhanced) .................. 147CRM_SLS_SRV_1: Real-Time Offer Management Integration into Telco Interaction Center (New)

...................................................................................................................................................... 148CRM_SLS_SRV_1: Service Resource Planning (Enhanced) ...................................................... 149CRM_SLS_SRV_1: Territory Management (Enhanced) .............................................................. 150CRM_SLS_SRV_1: ERP Transactional Data on Account Overview Page (New) ....................... 151

Business Function Deal Management ..................................................................152CRM_PMM_1: Business Function Deal Management (New) ...................................................... 152CRM_PMM_1: Deal Management (New) ..................................................................................... 153

Business Function Service Management 1 ...........................................................155CRM_SRV_1: Business Function Service Management 1 (New for SP07) ................................ 155

Multichannel Enablement ........................................................................................156Business Function SAP Web Channel Experience Management for SAP CRM ..156

CRM_WEB_CHANNEL: SAP Web Channel Experience Management for SAP CRM (New) ..... 156Business Function SAP Web Channel Experience Management 2.0 for SAP CRM

.............................................................................................................................157CRM_WEB_CHANNEL_2: SAP Web Channel Exp. Mgmt 2.0 for SAP CRM (New for SP08) ... 157

Business Function Retail Master Data Integration ................................................159CRM_ISR_INTEG: Business Function Retail Master Data Integration (New for SP08) .............. 159

Marketing .................................................................................................................162Business Function Claims and Funds Management .............................................162

CRM_CF_1: Business Function Claims and Funds Management (New) .................................... 162CRM_CF_1: Integration of SAP ERP Enhanced Rebate Processing into Trade Claims and Funds (New) ............................................................................................................................................ 164CRM_CF_1: Claim Settlement Integration into SAP ERP Billing (SD-BIL) (New) ....................... 167CRM_CF_1: Transfer of Notes for Settlement Documents to Integrated Applications (New) ..... 169CRM_CF_1: Claim Taxation (New) .............................................................................................. 170CRM_CF_1: Live Rates (New) ..................................................................................................... 174CRM_CF_1: Upload of SAP ERP Statistics Values to SAP CRM Funds Mgmt (New) ............... 176CRM_CF_1: Funds Management (Enhanced) ............................................................................ 178CRM_CF_1: Duplicate Claim Diagnosis (New) ........................................................................... 179CRM_CF_1: Claim Chargeback Recovery (New) ........................................................................ 180CRM_CF_1: Multiple Claim Submissions (New) ......................................................................... 183CRM_CF_1: Generic Functions for Claims (New) ....................................................................... 185

Business Function Loyalty Partner Management .................................................186CRM_LOY_PART_MAN: Business Function Loyalty Partner Management (New) .................... 186CRM_LOY_PART_MAN: Partnerships (New) ............................................................................. 187CRM_LOY_PART_MAN: Partner Communication (New) ............................................................ 188CRM_LOY_PART_MAN: Partner Point Account Activities (New) ............................................... 189

Business Function Loyalty Productivity .................................................................190CRM_LOY_PROD: Business Function Loyalty Productivity (New) ............................................. 190CRM_LOY_PROD Loyalty Engine Enhancements (Enhanced) .................................................. 191CRM_LOY_PROD: Loyalty Management CRM Web Channel Integration (Enhanced) .............. 192CRM_LOY_PROD: Complaints Management (Enhanced) .......................................................... 193CRM_LOY_PROD: Sales Order Integration (Enhanced) ............................................................ 194CRM_LOY_PROD: Vouchers (New) ............................................................................................ 195CRM_LOY_PROD: Benefits (New) .............................................................................................. 196CRM_LOY_PROD: Outbound Correspondence (New) ............................................................... 197CRM_LOY_PROD: Card Integration UI (New) ............................................................................ 198CRM_LOY_PROD: Membership Enhancements (New) .............................................................. 200

Business Function CRM, Funds Management for Marketing ................................202CRM_MKT_FM: Business Function CRM, Funds Management for Marketing (New) ................ 202CRM_MKT_FM: Marketing Professional Role (New) .................................................................. 203CRM_MKT_FM: Expense Commitment and Settlement Tracking (New) .................................... 204CRM_MKT_FM: Integration of Campaign with Funds Management (New) ................................ 205

Business Function High-Volume Marketing ..........................................................206CRM_MKT_HVS: Business Function High-Volume Marketing (New) ......................................... 206

Business Function Marketing Productivity ............................................................210CRM_MKT_PRD: Business Function Marketing Productivity (New) ........................................... 210CRM_MKT_PRD: Integrated Marketing Calendar (New) ............................................................ 212CRM_MKT_PRD: Campaign To-Dos (New) ................................................................................ 214CRM_MKT_PRD: Campaign Templates (New) ........................................................................... 215CRM_MKT_PRD: Third Party DAM Integration (New) ................................................................ 216

Business Function Trade Promotion Management ...............................................217CRM_TPM_1: Business Function Trade Promotion Management (New) ................................... 217CRM_TPM_1: Trade Promotion Agreements (Enhanced) .......................................................... 218

CRM_TPM_1: Mass Approval (Enhanced) .................................................................................. 219CRM_TPM_1: Spend Value Overview (New) .............................................................................. 221CRM_TPM_1: Sales Areas for Off-Invoice Trade Spend Checks (New) ..................................... 223CRM_TPM_1: Fund Usages (Enhanced) .................................................................................... 224

Business Function FI, Integration with CRM Funds Management for Marketing ..225FIN_CRM_MKT_INTGR: Business Function FI, Integration with CRM Funds Mgmt for Mrktng 225

Business Function SAP Real-Time Offer Management ........................................226CRM_RTOM_1: Business Function SAP Real-Time Offer Management (New) ......................... 226CRM_RTOM_1: Real-Time Offer Management Integration into CRM Marketing (New) ............. 227CRM_RTOM_1: RTOM Application Toolkit (New) ....................................................................... 229CRM_RTOM_1: Real-Time Offer Management Analytics (New) ................................................ 231

Business Function Marketing Mailform Productivity .............................................233CRM_MKT_ML_PRD: Business Function Marketing Mailform Productivity (New for SP06) ...... 233

Business Function Campaign Wizard ...................................................................234CRM_MKT_CPG_WIZARD: Business Function Campaign Wizard (New for SP08) .................. 234

Partner Channel Management .................................................................................235Business Function Collaborative Campaign Management ...................................235

CRM_MKT_CCM: Business Function Collaborative Campaign Management (New) ................. 235Business Function Partner Channel Management, Market Development Funds ..238

CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (New) ................................................................................................................................. 238CRM_PCM_MDF_1: Partner Channel Management (Enhanced) ............................................... 240CRM_PCM_MDF_1: Fund Status Management (Enhanced) ...................................................... 241CRM_PCM_MDF_1: Fund Search (Enhanced) ........................................................................... 242CRM_PCM_MDF_1: Accruals (Enhanced) .................................................................................. 243CRM_PCM_MDF_1: Claims Expiration (New) ............................................................................ 244CRM_PCM_MDF_1: Automated Budget Transfer for MDF (Enhanced) ..................................... 245CRM_PCM_MDF_1: Immediate Budget Expiration (Enhanced) ................................................. 246CRM_PCM_MDF_1: Budget Expiration Run (Enhanced) ........................................................... 247CRM_PCM_MDF_1: Causal Factors (Enhanced) ....................................................................... 248CRM_PCM_MDF_1: Validation Sheet (Enhanced) ..................................................................... 249CRM_PCM_MDF_1: BW Extractors for Initiative Causal Factor Values and Validation Sheet Snapshots (Enhanced) ................................................................................................................. 252CRM_PCM_MDF_1: MDF BW Extractors (Enhanced) ................................................................ 253

Interaction Center ....................................................................................................254Business Function IC and Communication-Enabled Business Processes ...........254

CRM_IC_CEBP: Business Function IC and Communication-Enabled Business Processes (New) ...................................................................................................................................................... 254

CRM_IC_CEBP: Extension of Channels - Enable Chat and IM for Internal Collaboration (New) 255CRM_IC_CEBP: Checklist (New) ................................................................................................ 256CRM_IC_CEBP: Preview Dialing (New) ...................................................................................... 257CRM_IC_CEBP: Messaging and Reverse Proxy in the IC (Enhanced) ...................................... 258CRM_IC_CEBP: Account Identification in the Interaction Center (Enhanced) ............................ 259CRM_IC_CEBP: Asynchronous Processing in the Interaction Center (New) .............................. 260CRM_IC_CEBP: CRM Business Transactions in the Interaction Center (Enhanced) ................. 261CRM_IC_CEBP: Multisessioning in the Interaction Center (Enhanced) ...................................... 263CRM_IC_CEBP: Interactive Scripting in the Interaction Center (Enhanced) ............................... 264

CRM_IC_CEBP: Context Transfer (Enhanced) ........................................................................... 265CRM_IC_CEBP: CAD Attributes in the Rule Modeler and Alert Editor (New) ............................. 266CRM_IC_CEBP: CRM Server to Browser Messaging (Enhanced) ............................................. 267CRM_IC_CEBP: Incomplete E-Mails in the Agent Inbox for an Account (New) .......................... 268CRM_IC_CEBP: Business Partner Confirm for Call Transfer (Enhanced) .................................. 269

Business Function Task-Based UI for Interaction Center .....................................270CRM_IC_TUI: Business Function Task-Based UI for Interaction Center (New) .......................... 270

Business Function Rule Modeler Usability ............................................................272CRM_RMD: Business Function Rule Modeler Usability (New) .................................................... 272

Business Function Multifunctional Shared Service Interaction Center ..................274CRM_SHSVC: Business Function Multifunctional Shared Service Interaction Center (New) ..... 274CRM_SHSVC: Enhanced Document Search (New) .................................................................... 276CRM_SHSVC: Enhancements for Service Request Processing (New) ...................................... 277CRM_SHSVC: Customer Survey for Service Request (New) ..................................................... 279CRM_SHSVC: CAD Attributes in the Rule Modeler and Alert Editor (New) ................................ 280CRM_SHSVC: Incomplete E-Mails in the Agent Inbox for an Account (New) ............................. 281CRM_IC_CEBP: Business Partner Confirm for Call Transfer (Enhanced) .................................. 282CRM_SHSVC: Users and Roles in SAP CRM and SAP ERP (New) .......................................... 283CRM_SHSVC: Accounting Interaction Center (Enhanced) ......................................................... 285CRM_SHSVC: Work Centers for Outstanding Receivables (New) ............................................. 287CRM_SHSVC: Authorization Handling in CRM Employee Interaction Center (New) .................. 289CRM_SHSVC: Travel Interaction Center (New) .......................................................................... 290CRM_SHSVC: Service Level Management (New) ...................................................................... 292

Mobile ......................................................................................................................293Business Function Sales and Service for Gateway to SAP NetWeaver Mobile ....293

CRM_SLS_SRV_MOBILE_1: Business Function Sales and Service for Gateway to SAP NetWeaver Mobile (New) ............................................................................................................. 293CRM_SLS_SRV_MOBILE_1: Service for Gateway to SAP NetWeaver Mobile .......................... 294CRM_SLS_SRV_MOBILE_1: Sales for Gateway to SAP NetWeaver Mobile ............................. 296

Analytics ..................................................................................................................298Business Function SAP BusinessObjects Integration and CRM Interactive Reporting ..............................................................................................................298

CRM_ANA_BOB: Business Function SAP BusinessObjects Integration and CRM Interactive Reporting (New) ........................................................................................................................... 298CRM_ANA_BOB: SAP BusinessObjects Dashboards (New) ...................................................... 300CRM_ANA_BOB: SAP BusinessObjects Reporting Tools in WebClient (New) .......................... 303CRM_ANA_BOB: CRM Interactive Reporting (New) ................................................................... 305

SAP CRM for Industries: Contract Accounts Receivable and Payable ....................307Business Function Financial Customer Care for Contract AR/AP (FI-CAX) .........307

CRM_FICAX_1: Business Function Financial Customer Care for Contract Accounts Receivable and Payable (FI-CAX) .................................................................................................................. 307CRM_FICAX_1: Financial Customer Care and Dispute Management (New) ............................. 308

SAP CRM for Industries: Financial Services ............................................................311Business Function Performance Improvements ...................................................311

CRM_FS_PERF_1: Business Function Performance Improvements (New) ............................... 311CRM_FS_PERF_1: Performance Improvements for Quotation and Contract Processing (New) 312CRM_FS_PERF_1: Multiple-Asset Contract (New) ..................................................................... 316

CRM_FS_PERF_1: Billing of Third-Party Payments (New) ......................................................... 318CRM_FS_PERF_1: Harmonization of Financing and Service Item (New) .................................. 320

Business Function Reporting Extractors for Contingent Liabilities ........................321CRM_FS_REPT_1: Business Function Reporting Extractors for Contingent Liabilities (New) ... 321

SAP CRM for Industries: High Tech ........................................................................322Business Function High Tech: Design Win Exchange ..........................................322

CRM_CHM_DWE_1: Business Function High Tech: Design Win Exchange (New) ................... 322Business Function High Tech: POS Revenue Recognition ..................................325

CRM_CHM_POSREVREC_1: Business Function High Tech: POS Revenue Recognition (New) ...................................................................................................................................................... 325

SAP CRM for Industries: Insurance .........................................................................327Business Function Financial Customer Care for Insurance Companies ...............327

CRM_INS_1: Business Function Financial Customer Care for Insurance Companies ............... 327CRM_INS_1: Financial Customer Care and Dispute Management (New) .................................. 328

SAP CRM for Industries: Media ...............................................................................331Business Function Intellectual Property Management ..........................................331

CRM_IPM_1: Business Function Intellectual Property Management .......................................... 331CRM_IPM_1: Non-Media Back-End System Supported (New) ................................................... 332CRM_IPM_1: ERP Download - Material and IP Relationship (New) ........................................... 333CRM_701_IPM_1: Generic Tree Profile ...................................................................................... 334CRM_IPM_1: Intellectual Properties Mass Changes (New) ........................................................ 335CRM_IPM_1: Mass Generation of Intellectual Properties (New) ................................................. 337CRM_IPM_1: Enterprise Services - Intellectual Property (New) ................................................. 338CRM_IPM_1: Acquisition & Sales Contract Functions (Enhanced) ............................................. 339CRM_IPM_1: Contract Mass Changes (New) ............................................................................. 340CRM_IPM_1: IPM Usage Confirmation Maintenance (New) ....................................................... 343CRM_IPM_1: IPM Billing Due List Maintenance (New) ............................................................... 345CRM_IPM_1: IPM Billing Document Maintenance (New) ............................................................ 346CRM_IPM_1: Business Add-Ins for Copying Requirements (Changed for SP01) ...................... 347CRM_IPM_1: Holdbacks .............................................................................................................. 348CRM_IPM_1: Rights Availability Analysis (RAA) (Enhanced) ..................................................... 350

SAP CRM for Industries: Public Sector ...................................................................353Business Function Social Services - Benefit Calculation ......................................353

CRM_IPS_4S_1: Business Function Social Services - Benefit Calculation (New) ..................... 353CRM_IPS_4S_1: Deductions for Social Services (New) ............................................................. 356CRM_IPS_4S_1: Usage of Rules Engines in Social Services (Changed) .................................. 358

Business Function Investigative Case Management ............................................359CRM_IPS_ICM_1: Business Function Investigative Case Management (New) .......................... 359CRM_IPS_ICM_1: E-Mail Integration (New) ................................................................................ 360CRM_IPS_ICM_1: Activity Integration in Calendar (New) ........................................................... 361CRM_IPS_ICM_1: Relationships (Enhanced) ............................................................................. 362CRM_IPS_ICM_1: Merging Person Records (Enhanced) ........................................................... 363CRM_IPS_ICM_1: Advanced Search Parameters for Persons (Enhanced) ............................... 365CRM_IPS_ICM_1: Person Attributes (Enhanced) ....................................................................... 366CRM_IPS_ICM_1: Enterprise Search .......................................................................................... 367CRM_IPS_ICM_1: Collaborative Functions for Investigation Record (Enhanced) ...................... 369

Business Function BRFplus for Grantor Management .........................................370CRM_ISPS_GTRBRFPLUS_1: Business Function BRFplus for Grantor Management (New) ... 370

Business Function Financial Customer Care for Public Sector Organizations ......371CRM_PSCD_1: Business Function Financial Customer Care for Public Sector Organizations (New) ............................................................................................................................................ 371CRM_PSCD_1: Financial Customer Care and Dispute Management (New) .............................. 372

Business Function Social Services - Benefit Calculation and Payment ................375ERP_IPS_4S_1: Business Function Social Services - Benefit Calculation and Payment (New) 375ERP_IPS_4S_1: Data Replication (new) ..................................................................................... 376ERP_IPS_4S_1: Gross Entitlement Calculation (new) ................................................................ 377ERP_IPS_4S_1: Gross Payment Determination (new) ............................................................... 378ERP_IPS_4S_1: Social Services - Benefit Calculation and Payment: Net Calculation (new) ..... 379ERP_IPS_4S_1: Billing and Accounting (New) ........................................................................... 380

SAP CRM for Industries: Telecommunications ........................................................381Business Function Financial Customer Care for Telecommunications .................381

CRM_TEL_1: Business Function Financial Customer Care for Telecommunications (New) ...... 381CRM_TEL_1: Financial Customer Care and Dispute Management (New) ................................. 382

Business Function Sales & Order Management for Telecommunications ............385CRM_TEL_SOM_1: Business Function Sales & Order Management for Telecommunications (New) ............................................................................................................................................ 385CRM_TEL_SOM_1: Infrastructure for Order Distribution ............................................................ 386CRM_TEL_SOM_1: Rework of Telco Technical Resources ....................................................... 387CRM_TEL_SOM_1: Convergence Capabilities Billing of One-off-Charges ................................ 388

SAP CRM for Industries: Utilities .............................................................................389Business Function Utility Energy Retailer .............................................................389

CRM_UT_ER_1: Business Function Utility Energy Retailer (New) ............................................. 389CRM_UT_ER_1: Enhancements for Processing Technical Objects (Enhanced) ........................ 391CRM_UT_ER_1: Additional contract change processes ............................................................. 392CRM_UT_ER_1: Enhancements to Utility Product Master Data (Enhanced) ............................. 393CRM_UT_ER_1: Selling of Packaged Products in Interaction Center ........................................ 394CRM_UT_ER_1: Disconnection/Reconnection CRM (changed) ................................................. 395CRM_UT_ER_1: On-Demand Status for AMI devices in the Interaction Center (new) ............... 396CRM_UT_ER_1: Event Management (New) ............................................................................... 397CRM_UT_ER_1: Text Messaging (New) ..................................................................................... 399

SAP CRM for Industries: Waste and Recycling .......................................................400Business Function Utilities: Waste and Recycling 1 .............................................400

CRM_WASTE_1: Business Function Utilities: Waste and Recycling 1 (New) ............................ 400CRM_WASTE_1: CRM UI for SAP Waste and Recycling (New) ................................................ 401

Business Function-Independent Features ...............................................................402Basic Functions ....................................................................................................402

Enhancements for Product Configuration Settings (New for SP05) ............................................ 402Subitem Data Reuse After Availability Check (New for SP06) .................................................... 403Parallel Processing for Price Lists (New for SP07) ...................................................................... 404Billing Plans for ERP Sales Documents in SAP CRM (New for SP08) ........................................ 405

Marketing ..............................................................................................................406Mail Forms Enhancements (New for SP06) ................................................................................. 406

Campaigns Using ERP Sales Documents (New for SP06) ......................................................... 407Intersection of Segments in Segmentation Based on Objects (New for SP06) ........................... 408Create Target Group from Account and Contact Search (New for SP08) ................................... 409

Sales .....................................................................................................................410Traffic Lights for Product Availability in ERP Orders (New for SP06) .......................................... 410ERP Documents for Activities and the WebClient UI (Enhanced for SP07) ................................ 411Billing Plan Assignment Block on the WebClient UI (Enhanced for SP07) .................................. 412Asynchronous Update for ERP Sales Documents (New for SP08) ............................................. 413

Interaction Center .................................................................................................414Interaction Center Agent Dashboard (Enhanced for SP07) ......................................................... 414Usability Improvement of IC Agent Work Mode (Enhanced for SP07) ........................................ 415DTMF Pad (New for SP07) .......................................................................................................... 416

Service-Oriented Architecture

Business Function SOA Documentation CRM_SOA_1_DOCU: Business Function SOA Documentation (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function SOA Documentation

For more information, see the following release notes:

(CRM_SOA_1_DOCU) is available.

•

•

CRM_SOA_1_DOCU: Activity Management SOA Services

CRM_SOA_1_DOCU: Organizational Management SOA Services

•

•

CRM_SOA_1_DOCU: Identity Management SOA Services

•

CRM_SOA_1_DOCU: Human Capital Master Data Management SOA Services

•

CRM_SOA_1_DOCU: Digital Asset Management SOA Services

•

CRM_SOA_1_DOCU: Price Master Data Management SOA Services

•

CRM_SOA_1_DOCU: Service Order Management SOA Services

•

CRM_SOA_1_DOCU: Loyalty Membership Activity Processing SOA Services

CRM_SOA_1_DOCU: Loyalty Program Membership Data Management SOA Service

•

•

CRM_SOA_1_DOCU: Voucher Processing SOA Services

•

CRM_SOA_1_DOCU: Service Request Processing SOA Services

•

CRM_SOA_1_DOCU: Trade Promotion Management SOA Services

CRM_SOA_1_DOCU: Trade Promotion Agreement Management SOA Services

The operations belonging to the business function

Note

SOA Documentation

This business function is only used to provide access to the SOA release notes.

(CRM_SOA_1_DOCU) are immediately available when you install SAP enhancement package 1 for SAP CRM 7.0, without activating the business function.

CRM_SOA_1_DOCU: Activity Management SOA Services Use

As of SAP enhancement package 1 for CRM 7.0, business function SOA Documentation

• Create Appointment Activity as Bulk (AppointmentActivityCRMBulkChangeRequest_In)

(CRM_SOA_1_DOCU), the following new operations are available in the process component Activity Management:

This asynchronous operation allows you to create appointment activities as bulk. For example it can use the data entered to create an appointment activity in an external CRM system.

• Change Appointment Activity as Bulk (AppointmentActivityCRMBulkChangeRequest_In) This asynchronous operation allows you to change appointment activities as bulk. For example it can use the data entered to change a specified appointment activity in an external CRM system.

• Confirm Appointment Activity as Bulk (AppointmentActivityCRMBulkConfirmation_Out) This asynchronous operation informs you by confirmation message of any changes you made to appointment activities using the Change Appointment Activity as Bulk operation. It also informs you by confirmation message of any appointment activities you create using the Create Appointment Activity as Bulk operation.

• Find Appointment Activity by Elements (AppointmentActivityCRMBasicDataByElementsQueryRequest_In) This asynchronous operation allows you to search for appointment activities synchronously. The search results are returned to you asynchronously by the Respond Appointment Activity by Elements operation. For example Find Appointment Activity by Elements operation can be used to search an external CRM system for appointment activities that match the search criteria.

• Respond Appointment Activity by Elements (AppointmentActivityCRMBasicDataByElementsResponseMessage_Out) This asynchronous operation informs you by response message of results from searching appointment activities using the Find Appointment Activity by Elements operation. For example it can be used to return the results of a search of an external CRM system for appointment activities that match the search criteria.

• Create Interaction Activity as Bulk (InteractionActivityCRMBulkCreateRequest_In) This asynchronous operation allows you to create interaction activities as bulk. For example it can use the data entered to create an interaction activity in an external CRM system.

• Change Interaction Activity as Bulk (InteractionActivityCRMBulkChangeRequest_In) This asynchronous operation allows you to change interaction activities as bulk. For example it can use the data entered to change a specified interaction activity in an external CRM system.

• Confirm Interaction Activity as Bulk (InteractionActivityCRMBulkConfirmation_Out) This asynchronous operation informs you by confirmation message of any changes you made to interaction activities using the Change Interaction Activity as Bulk operation. It also informs you by confirmation message of any interaction activities you create using the Create Interaction Activity as Bulk operation.

• Find Interaction Activity by Elements (InteractionActivityCRMBasicDataByElementsQuery_In) This asynchronous operation allows you to search for interaction activities synchronously. The search results are returned to you asynchronously by the Respond Interaction Activity by Elements operation. For example Find Interaction Activity by Elements operation can be used to search an external CRM system for interaction activities that match the search criteria.

• Respond Interaction Activity by Elements (InteractionActivityCRMBasicDataByElementsQueryResponse_Out) This asynchronous operation informs you by response message of results from searching interaction activities using the Find Interaction Activity by Elements operation. For example it can be used to return the results of a search of an external CRM system for interaction activities that match the search criteria.


Note

SOA Documentation (CRM_SOA_1_DOCU) are immediately available when you install SAP enhancement package 1 for SAP CRM 7.0, without activating the business function.

CRM_SOA_1_DOCU: Organizational Management SOA Services Use

As of SAP enhancement package 1 for CRM 7.0, the following new operations are available in the process component Organizational Management:

• Find Business Partner Basic Data By Responsibility and Business Partner Elements (ResponsibilityCRMBusinessPartnerBasicDataByElementsQueryResponse_In) This synchronous operation allows you to find a channel partner having given responsibilities and other business partner properties.

• Find Responsibility By Responsible Agent (ResponsibilityCRMByResponsibleAgentQueryResponse_In) This synchronous operation allows you to find the responsibilities of a given agent, type business partner.

• Create Responsibility (ResponsibilityCRMCreateRequestConfirmation_In) This synchronous operation allows you to create a responsibility for a given agent, type business partner.

• Change Responsibility (ResponsibilityCRMChangeRequestConfirmation_In) This synchronous operation allows you to changes the responsibilities of a given agent, type business partner.


Note

SOA Documentation


CRM_SOA_1_DOCU: Identity Management SOA Services Use


• Create Identity (IdentityCRMCreateRequestConfirmation_In)

(CRM_SOA_1_DOCU), the following new operations are available in the process component Identity Management:

This synchronous operation allows you to create an identity with user account and role assignment for non-employees, such as internet users or channel partner contacts.

• Change Identity (IdentityCRMChangeRequestConfirmation_In) This synchronous operation allows you to change the identity data that is user account and role assignment, for non-employees, such as internet users or channel partner contacts.

• Find Identity By Business Partner (IdentityCRMByBusinessPartnerQueryResponse_In) This synchronous operation allows you to read the identity data, that is user account and role assignment, for a given business partner.

• Find Business Partner Basic Data by Identity (IdentityCRMBusinessPartnerBasicDataByIdentityQueryResponse_In) This synchronous operation allows you to find a business partner based on the user account and returns its basic data, that is name, address, and communication data.


Note


CRM_SOA_1_DOCU: Human Capital Master Data Management SOA Services Use


Find Employee by Work Agreement and Employee Basic Data (WorkAgreementCRMEmployeeElementsByIDAndEmployeeBasicDataQueryResponse_In)

(CRM_SOA_1_DOCU), the following new operation is available in the process component Human Capital Master Data Management:

This synchronous operation allows you to retrieve a list of employees based on name, workplace address, company, or user.


Note


CRM_SOA_1_DOCU: Digital Asset Management SOA Services Use


• Find Allowed Digital Asset Types (DigitalAssetCRMAllowedDigitalAssetTypesQueryResponse_Out)

(CRM_SOA_1_DOCU), the following new outbound service operations are available in the process component Digital Asset Management:

This synchronous operation allows you to read the allowed search criteria (language-dependent) supported by the third party digital asset management system.

• Find Allowed Digital Asset Properties (DigitalAssetCRMAllowedPropertiesQueryResponse_Out) This synchronous operation allows you to read the allowed search criteria (language-dependent) supported by the third party digital asset management system.

• Find Digital Asset Version Basic Data By Elements (DigitalAssetCRMVersionBasicDataByElementsQueryResponse_Out) This synchronous operation allows you to find digital asset versions by elements. The response contains the details of the requested digital asset versions. The service can be used to find a particular version or the highest version of a digital asset.

• Read Digital Asset Version Basic Data (DigitalAssetCRMVersionBasicDataByIDQueryResponse_Out) This synchronous operation allows you to read the basic data of the digital asset version.


Note


CRM_SOA_1_DOCU: Price Master Data Management SOA Services Use


The following check services are available:

(CRM_SOA_1_DOCU), the following new operations are available in the process component Price Master Data Management. You can use these service operations to check the quality of your data, before you create or change price master data (condition records) via mass maintenance.

• Check Sales Price Specification Creation as Bulk (SalesPriceSpecificationCRMBulkCreateCheckQuery) Simulates creation of condition records using mass maintenance

• Check Sales Price Specification Change as Bulk (SalesPriceSpecificationCRMBulkChangeCheckQuery) Simulates changes to condition records using mass maintenance

• Respond Sales Price Specification Check as Bulk (SalesPriceSpecificationCRMBulkCheckResponse) Sends the data records that resulted from the simulation, as they would be if the simulated creation/change were saved

Note that no new or changed data records are saved on the database during the course of the check services.


Note

SOA Documentation

Process Flow


1. You use the Check Sales Price Specification Creation as Bulk

Alternatively, use the

service, to simulate the mass creation of condition records.

Check Sales Price Specification Change as Bulk service

2. The system uses the Response Service (Respond Sales Price Specification Check as Bulk) to send back the result of the simulation to the initiator. The target system receives a list with data records, as they would look after creation/change under the simulated conditions. No new or changed data records are saved in the service system.

to simulate mass changes (for example, changing the condition rate or the scales).

3. If the simulation of the changes achieves a satisfactory result, you can use the service operations Create Sales Price Specification as Bulk or Change Sales Price Specification as Bulk

If the data records have errors, the system responds as follows:

to execute the mass maintenance. Only with these services, the data records are newly created or changed, and saved on the database.

• If the errors in a data record mean that it could not be saved, it is submitted to Forward Error Handling.

• The field check (BAdI), which is executed for every key field, decides whether a data record with errors can still be saved.

Examples:

• A data record with an unknown business partner cannot be saved.

• A data record with an invalid combination of sales organization and distribution channel has errors, and is not taken into account in price determination, but it can be saved. Such a data record would be sent back in the service response. In this case, all log messages

that would be displayed on the UI when maintaining this record are sent back with the service response.

Business Add-Ins:

There are Business Add-Ins in Enhancement Spot CRM_SPOT_SE_SLSPRSPEC for the operations in process component Price Master Data Management.

CRM_SOA_1_DOCU: Service Order Management SOA Services Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function SOA Documentation (CRM_SOA_1_DOCU), the following new operations are available in the process component Service Order Processing

•

:

Create Service Order as BulkThis asynchronous operation creates service orders as bulk. For example, it can create service orders in a CRM system, based on the data entered (such as business partner, product, and so on). The service orders that are created consist of header information and one or more items. The items can be service, sales, service part, or expense items.

(ServiceOrderCRMBulkCreateRequest_In)

Multiple header and item attributes of multiple service orders can be created during one call of the service operation. The operation is intended for application-to-application communication.

• Change Service Order as BulkThis asynchronous operation changes service orders as bulk (see the description of the attributes of service orders above).

(ServiceOrderCRMBulkChangeRequest_In)

Multiple header and item attributes of multiple service orders can be changed during one call of the service operation. The operation is intended for application-to-application communication.

• Confirm Service Order as BulkThis asynchronous operation confirms the creation and changing of service orders as bulk. For example, a confirmation can be sent out whenever a service order is created or changed by the above service operations.

(ServiceOrderCRMBulkConfirmation_Out)

The operation is intended for application-to-application communication.


Note

SOA Documentation


CRM_SOA_1_DOCU: Loyalty Membership Activity Processing SOA Services Use


The services include:

(CRM_SOA_1_DOCU), the following enhanced operations are available in the process component Loyalty Membership Activity Processing. You use these operations to create and search membership activities.

This synchronous operation allows you to maintain a loyalty membership activity journal wherein you can create membership activities against a membership. The journal holds all the activities of a membership which results in accrual or redemption of points against the loyalty member's point account.

LoyaltyMembershipActivityJournalCRMRequestConfirmation_In

This asynchronous operation allows you to maintain loyalty membership activity journals in a bulk mode. In this context there exist multiple activity journals. Each individual journal holds activities of a particular membership.

LoyaltyMembershipActivityJournalCRMBulkRequest_In

This asynchronous operation confirms the membership activities created through the operation maintain loyalty membership activity journal in bulk. When the membership activities are created without any errors, an automatic confirmation is sent to the user.

LoyaltyMembershipActivityJournalCRMBulkConfirmation_Out

If the membership activities have errors when created, either of the confirmation processes is manually carried out:

• The membership activities are discarded and a message containing the list of errors is sent to the user.

• The errors in the membership activities are resolved through the eSOA tool and a confirmation message is sent to the user.

With this synchronous operation, you retrieve membership activities based on search parameters.

LoyaltyMembershipActivityJournalCRMMembershipByElementsQueryResponse_In


Note


CRM_SOA_1_DOCU: Loyalty Program Membership Data Management SOA Services

Use


You use these operations to manage membership information in a loyalty program.

(CRM_SOA_1_DOCU), the following enhanced operations are available in the process component Loyalty Program Membership Data Management.

This synchronous operation allows you to create a membership in a loyalty program.

LoyaltyProgrammeMembershipCRMCreateRequestConfirmation_In

This synchronous operation allows you to update membership information in a loyalty program.

LoyaltyProgrammeMembershipCRMUpdateRequestConfirmation_In

This synchronous operation allows you to retrieve information of a specific membership in a loyalty program.

LoyaltyProgrammeMembershipCRMByIDQueryResponse_In

With this synchronous operation, you retrieve membership information based on search parameters.

LoyaltyProgrammeMembershipCRMBasicDataByElementsQueryResponse_In


Note

SOA Documentation


CRM_SOA_1_DOCU: Voucher Processing SOA Services Use


You use these operations to utilize a voucher for its realization.

(CRM_SOA_1_DOCU), the following enhanced operations are available in the process component Voucher Processing.

The services include:

This synchronous operation allows you utilize a voucher.

VoucherCRMUtiliseRequestConfirmation_In

This asynchronous operation allows you to utilize multiple vouchers in bulk mode.

VoucherCRMBulkUtilisationRequest_In

This asynchronous operation confirms the utilization of vouchers requested through the operation voucher bulk utilization request. When vouchers are utilized without any errors, an automatic confirmation is sent to the user.

VoucherCRMBulkUtilisationConfirmation_Out

If the utilization of vouchers has errors, either of the confirmation processes is manually carried out:

• The vouchers are discarded and a message containing the list of errors is sent to the user.

• The errors in the voucher are resolved and a confirmation message is sent to the user. The errors can be resolved through the eSOA tool or by other alternatives such as the application UI and so on.


Note

SOA Documentation


CRM_SOA_1_DOCU: Service Request Processing SOA Services Use

As of SAP enhancement package 1 for CRM 7.0, business function SOA Documentation (CRM_SOA_1_DOCU), the following new operations are available in the process component Service Request Processing:

• Create Service Request (ServiceRequestCRMCreateRequestConfirmation_In) This synchronous operation allows you to create a Service Request. For example it can use the data entered to create a Service Request in an external CRM back-end system.

• Read Service Request (ServiceRequestCRMByIDQueryResponse_In) This synchronous operation allows you to specify a service request and to have its corresponding data returned to you. For example it can be used to read the record of a specified service request in an external CRM back-end system.

• Update Service Request (ServiceRequestCRMUpdateRequestConfirmation_In) This synchronous operation allows you to update a service request. For example it can use the data entered to update a specified service request in an external CRM back-end system.

• Find Service Request Basic Data By Elements (ServiceRequestCRMBasicDataByElementsQueryResponse_In) This synchronous operation allows you to search for service requests. For example it can be used to search an external CRM back-end system for service requests that match the search criteria.

• Create Service Request (ServiceRequestCRMCreateRequest_In) This asynchronous operation allows you to create a Service Request. For example it can use the data entered to create a Service Request in an external CRM back-end system. Confirmation that a service request has been created is sent using the Confirm Service Request operation.

• Create Service Request as Bulk (ServiceRequestCRMBulkCreateRequest_In) This asynchronous operation allows you to create service requests as bulk. For example it can use the data entered to create one or many service requests in an external CRM back-end system. Confirmation that one or many service requests have been created is sent using the Confirm Service Request as Bulk operation.

• Change Service Request (ServiceRequestCRMChangeRequest_In) This asynchronous operation allows you to change a service request. For example it can use the data entered to change a specified service request in an external CRM back-end system. Confirmation that a service request has been changed is sent using the Confirm Service Request operation.

• Change Service Request as Bulk (ServiceRequestCRMBulkChangeRequest_In) This asynchronous operation allows you to change service requests as bulk. For example it can use the data entered to change one or many service requests in an external CRM back-end system. Confirmation that one or many service requests have been changed is sent using the Confirm Service Request as Bulk operation.

• Confirm Service Request (ServiceRequestCRMConfirmation_Out) This asynchronous operation informs you by confirmation message of changes made to a service request using the Change Service Request operation. It also informs you by confirmation message of each service request created using the Create Service Request operation.

• Confirm Service Request as Bulk (ServiceRequestCRMBulkConfirmation_Out) This asynchronous operation informs you by confirmation message of changes made to one or many service requests using the Change Service Request as Bulk operation.

CRM_SOA_1_DOCU: Trade Promotion Management SOA Services Use

As of SAP enhancement package 1 for CRM 7.0, business function SOA Documentation (CRM_SOA_1_DOCU), the following new operations are available in the process component Trade Promotion Management:

• Create Trade Promotion (TradePromotionCRMCreateRequest_In) This asynchronous operation allows you to create a trade promotion. For example it can use the data entered to create a trade promotion in an external system such as a customer CRM back-end system or a Sales and Volume Planning application. Confirmation that a trade promotion has been created is sent using the Confirm Trade Promotion operation.

• Create Trade Promotion as Bulk (TradePromotionCRMBulkCreateRequest_In) This asynchronous operation allows you to create trade promotions as bulk. For example it can use the data entered to create one or many trade promotions in an external system such as a customer CRM back-end system or a Sales and Volume Planning application. Confirmation that one or more trade promotions have been created is sent using the Confirm Trade Promotion as Bulk operation.

• Change Trade Promotion (TradePromotionCRMChangeRequest_In) This asynchronous operation allows you to change a trade promotion. For example it can use the data entered to change a specified trade promotion in an external system such as a customer CRM back-end system or a Sales and Volume Planning application. Confirmation that a trade promotion has been changed is sent using the Confirm Trade Promotion operation.

• Confirm Trade Promotion (TradePromotionCRMConfirmation_Out) This asynchronous operation informs you by confirmation message of changes made to a trade promotion using the Change Trade Promotion operation. It also informs you by confirmation message of each trade promotion created using the Create Trade Promotion operation.

• Confirm Trade Promotion as Bulk (TradePromotionCRMBulkConfirmation_Out) This asynchronous operation informs you by confirmation message of changes made to one or many trade promotions using the Change Trade Promotion as Bulk operation.

• Notify Trade Promotion (TradePromotionCRMNotification_Out) This asynchronous operation informs subscribers of trade promotion events triggered by a change in system status.

• Read Trade Promotion (TradePromotionCRMByIDQueryResponse_In) This synchronous operation allows you to specify a trade promotion and to have its corresponding data returned to you. For example it can be used to read the record of a specified trade promotion in an external system such as a customer CRM back-end system or a Sales and Volume Planning application.

CRM_SOA_1_DOCU: Trade Promotion Agreement Management SOA Services Use

As of SAP enhancement package 1 for CRM 7.0, the following new operations are available in the process component Trade Promotion Agreement Management:

• Create Trade Promotion Agreement (TradePromotionAgreementCRMCreateRequest_In) This asynchronous operation allows you to create a trade promotion agreement. For example it can use the data entered to create a trade promotion agreement in an external system such as a customer CRM back-end system or a Sales and Volume Planning application. Confirmation that a trade promotion agreement has been created is sent using the Confirm Trade Promotion Agreement operation.

• Create Trade Promotion Agreement as Bulk (TradePromotionAgreementCRMBulkCreateRequest_In) This asynchronous operation allows you to create trade promotion agreements as bulk. For example it can use the data entered to create one or many trade promotion agreements in an external system such as a customer CRM back-end system or a Sales and Volume Planning application. Confirmation that one or more trade promotion agreements have been created is sent using the Confirm Trade Promotion Agreement as Bulk operation.

• Confirm Trade Promotion Agreement (TradePromotionAgreementCRMConfirmation_Out) This asynchronous operation informs you by confirmation message of each trade promotion agreement created using the Create Trade Promotion Agreement operation.

• Confirm Trade Promotion Agreement as Bulk (TradePromotionAgreementCRMBulkConfirmation_Out) This asynchronous operation informs you by confirmation message of changes made to one or many trade promotion agreements using the Change Trade Promotion as Bulk operation.

WebClient UI Framework

Business Function UI Framework UI_FRW_1: Business Function UI Framework (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function UI Framework


(UI_FRW_1) is available.

•

•

UI_FRW_1: Personalization and Configuration of Icons (New)

•

UI_FRW_1: Adding CSS Files and JS Files (New)

•

UI_FRW_1: Authorization for Export to Spreadsheet (New)

See also

UI_FRW_1: User Interface Enhancements (New)

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> UI Framework.

UI_FRW_1: Personalization and Configuration of Icons (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function UI Framework

You can now personalize icons in content blocks on home pages, work center pages, and report pages. You can select the icons in a dropdown list box in the content block header if you are in the personalization mode. If you do not want to use any icon in a content block, you can select a blank entry instead.

, you can personalize and configure icons and change the SAP logo in the WebClient UI.

You can now configure icons in the navigation bar of the WebClient UI. If you select your business role in business role Customizing in the WebClient UI, you can see the icons that are currently assigned, in the Direct Link Groups

The selected icon is skin-independent, which means if the skin is changed, the icon is adapted to the color of the selected skin. All icons delivered by SAP are adapted to the color and design of the SAP standard skins, except for the skin

assignment block. When you change to edit mode, you can choose icons in a dropdown list box and see how the selected icons will look like in the different skins of the WebClient UI.

Signature Design

You can now change the SAP logo, by using your own logo or overwriting the SAP logo. The SAP logo is replaced in the entire WebClient UI, including the header area and the screen in which you select a business role for logon. Since logos are skin-dependent, you also need to ensure that the logo is available for all skins.

, which contains no icons.

Effects on Customizing

To make icons available on the WebClient UI, you make the necessary settings in Customizing for Customer Relationship Management at UI Framework -> UI Framework Definition -> Skins and Icons -> Define Icons

To change the logo in the WebClient UI, you make the necessary settings in Customizing for

.

Customer Relationship Management at UI Framework -> UI Framework Definition -> Skins and Icons -> Define Icons

.

UI_FRW_1: Adding CSS Files and JS Files (New) Use


Instead of copying and pasting an existing skin and then adapting the copied skin to your requirements, you can simply create a CSS file and change, for example, the styles that are used to change the background color of an input field. You can also change the image at the top of the navigation bar, or the highlighting of navigation bar links.

, you can add your own Cascading Style Sheet (CSS) files and JavaScript (JS) files on top of the CSS and JS files that are delivered by SAP.

CSS files are skin-dependent, which means that you can add multiple CSS files, depending on the skin. Since they are also browser-dependent, you can use multiple CSS files for Microsoft Internet Explorer and Mozilla Firefox browsers, depending on the browser version.

Instead of changing backend files, you can simply create a JS file and, for example, change quick info texts or create your own mini-calendar, which is started when you click the date selection.

You can add several JS files and define the priority that determines the ascending order in which the files are loaded.


To add a CSS file, you make the necessary settings in Customizing for Customer Relationship Management at UI Framework -> UI Framework Definition -> Skins and Icons -> Define Path for CSS Files

To add a JS file, you make the necessary settings in Customizing for

.

Customer Relationship Management at UI Framework -> UI Framework Definition -> Define Path for JS Files

.

UI_FRW_1: Authorization for Export to Spreadsheet (New) Use


To authorize the export to spreadsheet, you can use authorization object S_GUI in SAP GUI. This authorization object is assigned to the authorization role SAP_CRM_UIU_FRAMEWORK, which is delivered in the standard system.

, you can authorize the export to spreadsheet function in the WebClient UI.

You can disable the export to spreadsheet for individual users by removing the authorization object. You can also disable the authorization on business role level in Customizing.


To disable the authorization for the export to spreadsheet on business role level, you need to make the necessary settings in Customizing for Customer Relationship Management at UI Framework -> Technical Role Definition -> Define Parameters

To disable the export to spreadsheet in your business role, you need to assign function profile PARAMETERS to this business role.

. With parameter EXPORT_DISABLE and parameter value TRUE, you can disable the export.

UI_FRW_1: User Interface Enhancements (New) Use


• Tile layout

(UI_FRW_1), the following user interface (UI) enhancements are available:

The design of the tile layout has been enhanced to harmonize the visual design with standard overview pages.

• Table personalization You can save several personalized views for tables. You can switch the table view using a dropdown list in the table toolbar.

• Fixed columns In the table personalization, you can define whether and how many columns are fixed when horizontal scrolling is used in tables and trees.

• Groups of table rows in advanced search For usability reasons, when there are a large number of search criteria lines that have been created by pasting multiple search criteria, successive rows that have the same attribute and the same operator are grouped. These lines are collapsed and appear with an arrow icon pointing to the right of the root line. A row group that results from pasting is by default collapsed and displayed in read-only mode. To edit the rows that were created, you have to expand the row group. With - (Remove Line), you can delete all rows of the group. With +


(Copy Line), you can expand the group and add a new line at the bottom of the expanded group. By default, the lines are grouped if there are more than two lines of search criteria that have the same attribute and operator.

For groups of table rows in advanced search, you make the Customizing settings in Customizing for Customer Relationship Management at UI Framework -> Technical Role Definition -> Define Parameters. You can use the SEARCH_GRP_SIZE_THR parameter to specify the minimum number of similar rows in an advanced search that form a group of rows. For more information, see Define Parameters

You need to assign the function profile PARAMETERS to your business role in Customizing for

.

Customer Relationship Management at UI Framework -> Business Roles -> Define Business Role

See also

.

Release note UI_FRW_1: Business Function UI Framework (New)

Business Function UI Framework Documentation UI_FRW_1_DOCU: Business Function UI Framework Documentation (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function UI Framework Documentation


(UI_FRW_1_DOCU) is available.

•

•

UI_FRW_1_DOCU: User Interface Personalization (Enhanced)

•

UI_FRW_1_DOCU: Tab Order Definition (New)

•

UI_FRW_1_DOCU: Toggle Buttons (New)

•

UI_FRW_1_DOCU: Copy and Paste in Tables (Enhanced)

•

UI_FRW_1_DOCU: Tag Clouds (New)

•

UI_FRW_1_DOCU: Favorites (New)

•

UI_FRW_1_DOCU: Advanced Search (Enhanced)

•

UI_FRW_1_DOCU: Personalization of Overview Pages with Tiles (New)

•

UI_FRW_1_DOCU: Message Bar (Enhanced)

•

UI_FRW_1_DOCU: Drag and Drop in Personalization Dialog Boxes (New)

•

UI_FRW_1_DOCU: Action Menu (New)

•

UI_FRW_1_DOCU: Mash-Ups (New)

•

UI_FRW_1_DOCU: Time Slider (New)

•

UI_FRW_1_DOCU: Search Page Wizard (New)

•

UI_FRW_1_DOCU: Task-Based User Interface (Enhanced)

•

UI_FRW_1_DOCU: Configurable Data Retrieval (New)

•

UI_FRW_1_DOCU: Office/Adobe Enhancements (New)

•

UI_FRW_1_DOCU: Rapid Applications (New)

UI_FRW_1_DOCU: Integration of Long Texts in Web Services Tool (New)

•

•

UI_FRW_1_DOCU: GenIL Model Editor (New)

•

UI_FRW_1_DOCU: Generation of UI from a BOL Model (New)

•

UI_FRW_1_DOCU: Dropdown Lists (Enhanced)

•

UI_FRW_1_DOCU: Central Sharing Tool (New)

•

UI_FRW_1_DOCU: Dashboard on Home Page (New)

•

UI_FRW_1_DOCU: Skins (Enhanced)

UI_FRW_1_DOCU: Integration with SAP NetWeaver Business Client (New)

•

•

UI_FRW_1_DOCU: User Interface Enhancements (New)

•

UI_FRW_1_DOCU: Mandatory Fields (Enhanced)

•

UI_FRW_1_DOCU: Application Enhancement Tool (Enhanced)

•

UI_FRW_1_DOCU: Default Searches (New)

UI_FRW_1_DOCU: Pasting of Multiple Values as Search Criteria into Advanced Search (New)

The functions belonging to the business function

Note

UI Framework Documentation

See also

(UI_FRW_1_DOCU) are immediately available when you install SAP enhancement package 1 for SAP CRM 7.0, without activating the business function. However, you have to activate the business function in order to access the documentation for these functions in your SAP Library installation.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> UI Framework.

UI_FRW_1_DOCU: User Interface Personalization (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function UI Framework Documentation

• UI adaptation to different font sizes

(UI_FRW_1_DOCU), you can use the following functions to personalize the WebClient UI:

The skin High Contrast now reacts to different font sizes that you can select in your browser by choosing View -> Text Size

• Content block personalization

. This includes text and UI elements, such as input fields, dropdown list boxes, checkboxes, or buttons.

You can now personalize the content of content blocks on home pages, work center pages, and report pages. In content blocks where personalization is available in the content block header, for example, Web Links, CRM Links, or Widget Links

• Go-to menu for assignment blocks

content blocks on the home page, you can start the personalization dialog by clicking the personalization icon. You can personalize available links and decide whether they are displayed or not, and in which order. In some content blocks, you can additionally create your own links and delete existing links. You can modify the description and the URL of existing links by using the edit icon.

You can now directly navigate to an assignment block by clicking an entry in the go-to menu on an overview page. When you click the go-to button, the go-to menu opens and all assignment blocks appear in the go-to menu, in the same order as they are displayed on the overview page. When you choose an assignment block in the go-to menu, the focus is set on the corresponding assignment block on the overview page, and the page scrolls to position the selected assignment block as much to the top as possible.


Note




To make the go-to function available in a business role, you need to define parameter GOTO_ENABLED with parameter value TRUE in Customizing for Customer Relationship Management at UI Framework -> Technical Role Definition -> Define Parameters

This parameter is assigned via parameter profile to the function profile PARAMETERS. You need to assign function profile PARAMETERS to your business role in Customizing for

.


.

UI_FRW_1_DOCU: Tab Order Definition (New) Use


The tab order definition is available in configurable form views; it supports input fields, dropdown list boxes, checkboxes, radio buttons, and buttons.

(UI_FRW_1_DOCU), you can define your own tab order in the WebClient UI. You can use this function to define the tab order for particular fields or all fields in a flexible way, without having to tab through a default or predefined tab order.

To define the tab order, you need to select edit mode and click the tab order icon in the toolbar of the form view. The form view is now surrounded by a blue frame. When you click a field or press ENTER

Example

, this field is activated in the selected order, and the order number is displayed in this field. Clicking a field twice means that this field is removed from the tab order definition. When you save your tab order definition, you exit the tab order definition mode and return to the form view in edit mode.

You select an account on the account search page. In the Account Details, you click Edit and then the tab order icon in the toolbar. The account details are surrounded by a blue frame in which you can now define the tab order.


Note




Before end users can define their own tab order, they need to enable the tab order definition mode in the Settings

block, on the central personalization page of the WebClient UI.

UI_FRW_1_DOCU: Toggle Buttons (New) Use


Toggle buttons have two states: They are on when they are clicked, and off when they are not clicked. When toggle buttons are not clicked, they look like pushbuttons. When toggle buttons are clicked, they have a different background color. The same applies to pushbuttons: They also have a different background color, when they are clicked.

(UI_FRW_1_DOCU), toggle buttons have been introduced to the WebClient UI. Additionally, the look and feel of buttons in the WebClient UI has been improved.

Buttons with a mouseover effect now have a more distinctive look, when users move the mouse over the button. This applies to all button types.

Since buttons are skin-dependent, the new look and feel of buttons is adapted to the color and design of the standard skins that are delivered by SAP.


Note

UI Framework Documentation (UI_FRW_1_DOCU) are immediately available when you install SAP enhancement package 1 for SAP CRM 7.0, without activating the business function. However, you have to activate the business function in order to access the documentation for these functions in your SAP Library installation.

UI_FRW_1_DOCU: Copy and Paste in Tables (Enhanced) Use


You can paste any text into the WebClient UI. This includes normal text (numeric and alphanumeric text, for example), dropdown list boxes, checkboxes, and so on.

(UI_FRW_1_DOCU), you can now copy text from Microsoft Excel and paste it into tables in the WebClient UI.

To paste text into the WebClient UI, you press CTRL + V

To identify a table in the WebClient UI, you need to place the cursor on the table cell into which the first table cell from the Excel list is to be pasted. Read-only cells and cells with dropdown list boxes, however, cannot be selected as the first cell.

in the edit mode. In the display mode, pasting is not possible.

Pasting is supported only for adjacent table cells in the WebClient UI. If pasted text exceeds the visible lines in the WebClient UI due to scrolling, this text is pasted into the table. It is only visible when the user scrolls down the table, however.

Note

If pasting exceeds the number of rows and columns in the WebClient UI, the copied text from the Excel list is discarded.

You cannot paste text into read-only cells. In this case, the copied text from the corresponding cell in the Excel list is discarded, and the content of the read-only cell in the WebClient UI remains unchanged.

If you paste values into dropdown list boxes in the WebClient UI, the system tries to find matching key/value pairs. If a matching key/value pair is found, the correct value is pasted into the dropdown list box. If no matching key/value pair is found, the values in the dropdown list box in the WebClient UI remain unchanged.

If you paste values for checkboxes into the WebClient UI, '1' or 'X' is used for a selected checkbox, and '0' or an empty space is used for an unselected checkbox.

Note

If either selecting a value in the dropdown list box or selecting a checkbox requires a roundtrip, for example, a communication step with the backend system, pasting into dropdown list boxes and checkboxes in the WebClient UI is not executed.

In hierarchies in the WebClient UI, you can only paste text into visible cells, not to lower levels that are currently collapsed and so not visible.

To notify the user that the text has been pasted in the WebClient UI, it is displayed for two seconds in a gradient blue color that depends on the skin. Red indicates that the text has not correctly been pasted.


Note


UI_FRW_1_DOCU: Tag Clouds (New) Use


You can now add tags, which are similar to keywords, to any business object in the WebClient UI. If you click the tag cloud icon in the toolbar on the overview page of a business object, you can add a tag to the current business object. You can also search for existing tags to add them to this business object, and easily delete your own tags assigned to this business object. If other users have added tags to a business object, you can also add these suggested tags to the same business object.

(UI_FRW_1_DOCU), you can use tag clouds on the home page of a business role in the WebClient UI.

Your tags are organized in tag clouds that are displayed on the home page of your business role. You can see your own tags in your personal tag cloud, and those of all users who are logged on to the system with the same business role, in a community tag cloud. The text sizing of tags is used to represent the most commonly used tags, which means that the font size of tags in a tag cloud is based on the number of objects that are assigned to this tag.

In the tag cloud, you can do the following:

• Organize tags in your personal tag cloud and in the community tag cloud alphabetically and according to occurrence, in ascending and descending order

• Search for your own tags or for all community tags. The search result is displayed in a tag cloud.

• Search for business objects that are related to your own tags, or for business objects that are related to all community tags. The search result is displayed in tag result lists on a search result page.

• Display popular tags, which are community tags that are listed in a table. You can personalize the number of popular tags that are displayed in the tag cloud.

• Display your five most recent tags. If you choose one of the most recent tags, you navigate either to the search result page or to the overview page of a single business object.

• Clear your personal tags

Tags are hyperlinks that either lead to single business objects or to a collection of business objects, which are displayed on a search result page. If you click a tag that is assigned to several business objects, a result page is started where the business objects are grouped in tag result lists based on UI object type.


Note




You define the settings for tag clouds and tag result lists in Customizing for Customer Relationship Management at UI Framework -> UI Framework Definition -> Tag Clouds -> Define Settings for Tag Clouds

You define the settings for tag result lists in Customizing for Customer Relationship Management at

.

UI Framework -> UI Framework Definition -> Tag Clouds -> Define Settings for Tag Result Lists.

To enable the usage of tag clouds in a business role, you need to assign parameter TAG_CLOUDS_ALLOWED with profile value TRUE via the function profile PARAMETERS to your business role in Customizing for Customer Relationship Management at UI Framework -> Business Roles -> Define Business Role

To enable community sharing of your tags in a business role, you need to assign parameter TAG_CLOUDS_COMMUNITY with profile value TRUE via the function profile PARAMETERS to your business role in Customizing for

.


End users can enable the settings for tag clouds, in the

.

Settings

content block on the central personalization page of the WebClient UI. If tag clouds are enabled, you can tag business objects by clicking the corresponding icon in the toolbar.

UI_FRW_1_DOCU: Favorites (New) Use


You can now add business objects to your favorites, which are displayed on the home page of your business role. If you click the favorites icon in the toolbar on the overview page of a business object, you can add this business object to your favorites list. You can choose the folder to which you want to add this favorite. You can also create a new folder that is then added to the existing folder structure.

(UI_FRW_1_DOCU), you can use favorites on the home page of a business role in the WebClient UI.

If you want to add a business object that has already been added as a favorite object, the path where the favorite is located is displayed in Existing Favorites

You can decide whether you want to share your favorites with all users who are logged on to the system with the same business role. In that case, your favorites are displayed in the community favorites list on the home page of your business role.

. To add the business object to your favorites, you can delete the existing favorite.

Your favorites are displayed in your personal favorites list and in the community favorites list, on the home page of your business role. You can see the folder structure of your personal favorites. The community favorites are displayed in a flat list. If you click the favorites that appear as hyperlinks, you navigate to the corresponding item.

You can use different criteria to filter your personal favorites and the community favorites. In the standard system, the criterion All Items

You can organize your personal favorites by clicking the

is displayed in the filter. If you select a criterion in the filter dropdown list box, the favorites are automatically filtered with this criterion.

Personalize icon in the favorites content block header. You can create new folders in the folder structure, rename existing folders and favorites, delete folders and favorites, cut and paste folders and favorites, and move folders and favorites up and down in the folder structure.


Note




To define the settings for favorites, you need to make the necessary settings in Customizing for Customer Relationship Management at UI Framework -> UI Framework Definition -> Define Settings for Favorites

To enable the usage of favorites in a business role, you need to assign parameter FAVORITES_ALLOWED with profile value TRUE via function profile PARAMETERS to your business role, in Customizing for

.


To enable community sharing of your favorites in a business role, you need to assign parameter FAVORITES_COMMUNITY with profile value TRUE via function profile PARAMETERS to your business role, in Customizing for

.


End users can enable the settings for favorites in the

.

Settings content block on the central personalization page of the WebClient UI. If favorites are enabled, you can add business objects to the favorites list by clicking the corresponding icon in the toolbar.

UI_FRW_1_DOCU: Advanced Search (Enhanced) Use


• Search criteria displayed as read-only

(UI_FRW_1_DOCU), the advanced search has been enhanced by the following features:

To indicate that certain search criteria that have an impact on the search result may not be changed, certain search criteria can now be displayed as read-only. This cannot be modified by users. Plus or minus buttons to add or delete a row in the search criteria are not available.

• Mandatory use of the input help To ensure that certain search fields are only filled by using the input help, the use of the input help in these fields is mandatory. In this case, the look and feel of the search field is as if it is read-only, and users cannot manually place the cursor focus on the search field. If users click the search field or the input help icon, the input help is automatically started. If users press ENTER

When users tab to the search field, the focus is placed on the search field and the input help icon, because they are one entity. In this case, the input help can only be started by pressing

in the search field, the input help is also started, instead of executing the advanced search.

ENTER. If the input help is closed and the focus is still on the input help icon, pressing ENTER Examples

restarts the input help, instead of executing the advanced search.

You are logged on to the system as sales professional: You start the account search page or the contact search page and select search attribute Marketing Attribute

You start the account search page and select search attribute

. You can now use the input help in the search field.

Account Classification. You can now use the input help in the search field.


Note


Effects on Existing Data


In the standard delivery, the search criteria are not displayed as read-only, and the use of the input help is not mandatory.

UI_FRW_1_DOCU: Personalization of Overview Pages with Tiles (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function UI Framework Documentation (UI_FRW_1_DOCU), you can personalize overview pages with tile layout in the WebClient UI. The configuration of overview pages with tile layout has been enhanced.

You can personalize overview pages with tile layout directly in the WebClient UI, or in the personalization dialog, which is started by clicking the personalization icon in the toolbar of an overview page. You can use drag and drop for the personalization in the WebClient UI, and also in the personalization dialog.

Personalization

You can change the order of assignment blocks that are represented by tab links on each tile. You can move tab links from one tile to another. The first assignment block on a tile is visible by default when you access the tile layout.

In the personalization dialog, you can add assignment blocks to a tile and choose which assignment blocks are to be displayed on each tile. You can also change the order of the assignment blocks on a tile or move assignment blocks between tiles. You can remove assignment blocks from the list of displayed assignment blocks to the list of available assignment blocks (assignment block repository).

The configuration of overview pages with tile layout in the UI configuration tool has been enhanced and synchronized with the personalization dialog of standard overview pages. Every tile is displayed as a separate list, and every row in each list is an assignment block represented by a tab link in this tile. The layout of the UI configuration represents the tile layout of the overview page in the WebClient UI.

UI Configuration

You can select single assignment blocks in the list of available assignment blocks and add them to a tile, either by clicking the arrow button of the tile or by using drag and drop. You can remove assignment blocks from a tile, either by deleting them in the tile or by using drag and drop to move them back to the list of available assignment blocks. You can move single assignment blocks from one tile to the other either by drag and drop or by selecting them and clicking the arrow button of the target tile.

You can determine the order in which assignment blocks are displayed in a tile by using Up and Down

You can directly see five assignment blocks in a tile. If more than five assignment blocks are assigned to a tile, you can use a scroll bar to access every assignment block in this tile.

or by using drag and drop.

You can now assign the attribute 'Hidden' to assignment blocks in a tile. If you have selected Hidden in the UI configuration, these assignment blocks are initially not displayed on the overview page in the WebClient UI. They are available in the personalization dialog of the overview page. To display them on the overview page in the WebClient UI, you can move them from the list of available assignment blocks to the list of displayed assignment blocks.


Note




You need to register overview pages for tile layout in Customizing for Customer Relationship Management at UI Framework -> UI Framework Definition -> Register Overview Pages for Tile Layout.

UI_FRW_1_DOCU: Message Bar (Enhanced) Use


You can now see a preview of new messages above the message bar. If less than five new messages are available, every message appears one after another in a preview above the message bar. If more than five new messages are available, a notice indicates that new messages are available.

(UI_FRW_1_DOCU), the message bar in the WebClient UI has been enhanced and the layout has been improved. The new message bar now displays a preview of new messages.


Note




To use the message bar, you need to enter parameter INPLACE_MESSAGE_AREA with one of the following parameter values in Customizing for Customer Relationship Management at UI Framework -> Technical Role Definition -> Define Parameters

To use the message bar located in the upper work area, you need to enter parameter value INPLACEWINDOW; to use the message bar located in the work area toolbar, you need to enter parameter value ANCHOR. If you enter no parameter value, the message bar is located in the work area toolbar as default.

:

To enable the preview of new messages, you need to enter parameter ANCHOR_WITH_PARAMETER in Customizing for Customer Relationship Management at UI Framework -> Technical Role Definition -> Define Parameters

To make the message bar available in your business role, you need to assign function profile PARAMETERS to your business role, in Customizing for

.


.

UI_FRW_1_DOCU: Drag and Drop in Personalization Dialog Boxes (New) Use


You can now use drag and drop to move single entries from the list of available columns to the list of displayed columns, and vice versa.

(UI_FRW_1_DOCU), you can use drag and drop in all standard personalization dialog boxes in the WebClient UI.


Note


UI_FRW_1_DOCU: Action Menu (New) Use


If you click the icon next to the field, the action menu opens, in which you can choose an action. The action is immediately started, either in the same window or in a new window, by clicking the entry in the action menu.

(UI_FRW_DOCU_1), you can use the action menu in the WebClient UI to perform, for example, actions on fields in form views and tables in the WebClient UI. These actions enable the use of various communication channels. You can perform actions such as showing if a person is online or offline, sending e-mails and SMS, sending instant messages, and making phone calls by using SAP Business Communications Management and Skype technologies.


Note




To define action providers, you need to make the necessary settings in Customizing for Customer Relationship Management at UI Framework -> UI Framework Definition -> Design Layer -> Define Action Providers

.

UI_FRW_1_DOCU: Mash-Ups (New) Use


You can use mash-ups to retrieve information from different data sources, such as widgets, Really Simple Syndication (RSS), or Web services, in an application in the WebClient UI. You can use mash-ups to combine for example internal and external content in an application.

(UI_FRW_1_DOCU), you can use mash-ups in the WebClient UI.

Mash-ups that you add to an application are made available as new assignment blocks on the overview page of the corresponding application.

The following mash-up types are available:

• Widget mash-up You can enhance an overview page by an assignment block that contains a widget, which is for example capable of displaying addresses on a map.

• URL mash-up You can enhance an overview page by an assignment block that contains an URL, which is for example capable of searching for related information on Twitter.

You can create new mash-ups by using the mash-up wizard, which is available in the embedded views page of the UI configuration tool.

After you have created a new mash-up, it is available in the UI configuration and you can display it on the current overview page. You can configure the newly created mash-up in the UI configuration.


Note




To start the UI configuration of an application, you need to activate the configuration mode in the general settings, on the central personalization page of the WebClient UI.

To make the necessary Customizing settings for mash-ups, choose Customizing for Customer Relationship Management at UI Framework -> UI Framework Definition -> Global Attribute Tags

To enable or disable different view configurations for the same mash-up, you need to assign parameter ENABLE_MU_CONF with parameter value ON or OFF via function profile PARAMETERS to your business role in Customizing for

.


.

UI_FRW_1_DOCU: Time Slider (New) Use


The time slider offers the following levels to display years, months, and days:

(UI_FRW_1_DOCU), you can use the time slider in the WebClient UI to select a time frame on three levels of granularity (year, month, and day), by using drag and drop. You can drill down for more granularity and expand the time frame to the left and to the right.

• On the first level, you can see the entire year and a small representation of every month. If you click a year, you can see the levels below in more detail. If you click a month, you can see the entire month.

• On the second level, you can see a detailed representation of every month.

• On the third level, you can see the days of a month.

The selected time frame can be used by applications to display for example documents for which the selected time frame is applicable.

To access predefined time frames with one click, the time slider supports buttons which can be used by applications to save their own time selections. It also offers input fields with date selection to enter exact dates. Buttons and date fields are optional and can be hidden.

You can use the time slider to display items, indicating special incidents, which can be defined by the applications. These incidents are displayed even if no time frame has been selected. You can start a specific action if you click the incident, which is represented by an icon, in the time slider. These actions can be defined by the applications.

To predefine a time frame in the time slider, you can use specific parameters. First, you define the start date and end date of your own selection. Second, you define the level where the selection starts and where it ends. Since the time slider supports three different levels, you need to define both levels.


Note


UI_FRW_1_DOCU: Search Page Wizard (New) Use


The search page wizard is integrated into the UI component workbench and guides the user through a series of steps. You can start the wizard in the UI component workbench at

(UI_FRW_1_DOCU), you can use the search page wizard to create search pages for the WebClient UI.

Component Structure Browser -> Component -> Windows, by choosing Create Search Page

The search page wizard generates a search query view, a search result view, and a view set. These views are based on a common Business Server Page (BSP) layout.

in the context menu. You can create more than one search page for a UI component.

The search page wizard offers the following functions:

• View set

- Hiding of search query options

• Search query view

- Search button

- Clear button

- Saved searches (optional)

• Search result view

- Selection mode: single selection, and multi-selection (optional)

- Navigation links for fields in the result list (optional)

- Buttons

After the wizard has finished the generation, you need to define which fields are to be displayed in the search query views and search result views in the WebClient UI.


Note



UI_FRW_1_DOCU: Task-Based User Interface (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function UI Framework Documentation, the following tools and features are available for developing custom-built guided activities. A guided activity is a

•

task, such as creating a service order, which a user carries out through a sequence of logical steps.

The guided activity page is a configurable page in the UI Component Workbench that represents a guided activity. On the guided activity page, you can do the following:

Guided activity page

- Create guided activity steps In order to create guided activity steps, you can add step views

Views assigned to the corresponding UI component

to the guided activity page. The following views can be used as step views:

Reusable views from the step view repository

- Integrate a guided activity page as a guided activity step Guided activity pages contained in the repository for guided activity pages can be integrated as guided activity steps in other guided activity pages. In the guided activity on the WebClient UI, the integrated guided activity page is displayed as a step that is split up into substeps.

- Define the step sequence

- Define

- Define

step labels

•

explanatory texts for steps

You can control the navigation between the guided activity steps by implementing methods of IF_BSP_DLC_PROCESS_CONTROL of the guided activity page controller.

Navigation between steps

• You can use a shared data container to enable the sharing of objects from the business object layer (BOL) between the step views within a guided activity page.

Data sharing between guided activity steps

• The WebClient UI framework supports multiple UI configurations for guided activity pages and step views.

Multiple UI configurations

• The WebClient UI framework provides the buttons Toolbar

Previous, Next, and Finish

You can provide application-specific buttons via the application controller.

for guided activity pages.


Note




The guided activity page is available in the UI Component Workbench under Component Structure Browser -> context menu for Views -> Create Guided Activity Page


.

You make the settings for guided activity pages in Customizing for Customer Relationship Management under UI Framework -> UI Framework Definition -> Guided Activity Page:

• You can add views to the repository for reusable step views in the Customizing activity Define Reusable Step Views

• You can add reusable guided activity pages to the repository for guided activity pages. You do this in the Customizing activity

.

Define Reusable Guided Activity Pages

See also

.

• Release note

• Release note

UI_FRW_1_DOCU: Business Function UI Framework Documentation (New)

CRM_IC_TUI: Business Function Task-Based UI for IC (New)

UI_FRW_1_DOCU: Configurable Data Retrieval (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function UI Framework Documentation, you can use configurable data retrieval to limit the data retrieved in assignment blocks

• For assignment blocks that have been set up for configurable data retrieval, you can define which data records are selected and displayed by defining selection parameters as part of the user interface (UI) configuration.

, based on selection parameters defined in the UI configuration tool:

As a result, only specific data is displayed in the assignment block.

• The system performance can be improved because of a reduced amount of data retrieved from the database. Whether the system performance is improved or not depends on how the configurable data retrieval has been implemented for a certain assignment block view.

• You can change the selection parameters at any time, altering the data selection presented to the business user.

• You can set selection parameters for each view usage (business role), because the selection parameters are specified as part of the view configuration.

• Report Views with Configurable Data Retrieval Option (BSP_DLC_CONF_DAT_RETRIEV_USAGE) provides you with a list of all views that support configurable data retrieval.


Note


In SAP enhancement package 1 for SAP CRM 7.0, configurable data retrieval is supported for the following applications and assignment blocks. For these applications and assignment blocks, the

UI Configuration Tool

Data Retrieval Parameters area is available in the UI configuration tool:

• Service contracts

Service

Assignment block:

• Service agreements

Transaction History

Assignment block: Transaction History

• Accounts

Sales Force Automation

Assignment blocks:

-

-

Interaction History

-

Planned Activities

-

Opportunities

Leads

-

-

Sales Orders

-

Sales Agreements

-

Quotations

• Contacts

Service Arrangements

Assignment blocks:

-

-

Interaction History

-

Planned Activities

• Employees

Opportunities

Assignment blocks:

-

-

Planned Activities

-

Interaction History

See also

Service Arrangements

Release note


UI_FRW_1_DOCU: Office/Adobe Enhancements (New) Use



(UI_FRW_1), you can use Microsoft Office and Adobe applications in read-only web services (including SOA). This means that customers are no longer dependent on on-screen text as a data source.

You have created an implementation of BAdI: Integration of Microsoft Office and Adobe with Web Service

.

UI_FRW_1_DOCU: Rapid Applications (New) Use


Rapid Applications Based on Database Tables

(UI_FRW_1_DOCU), you can use rapid applications to create new applications in the WebClient UI based on database tables or Web services. You can then embed views of these applications into existing SAP CRM applications, and map the parameters of the views to the fields of the embedding page, or to other relevant information sources.

To create a rapid application based on one or multiple database tables, you specify the tables, the fields, and the UI properties. If you create rapid applications based on multiple database tables, you can specify the relationship hierarchy between them. You can also create new database tables as part of this process.

When the rapid application has been generated, a business user can use it to display and edit the data in the underlying database tables. The rapid application could be embedded and thus incorporate the data from the database tables into existing (other) SAP CRM application objects.

Rapid Applications Based on a Web Service

To create a rapid application based on a Web service, you specify the Web service, its proxy, the operation, and input and output parameters.

Enabling the Rapid Application in the Navigation Bar

You can make the Customizing settings for the navigation bar profile and for the business role in the guided activity for the creation of rapid applications. Therefore, after creating a rapid application for standalone integration, it is not necessary to make the settings under Define Navigation Bar Profile and Define Business Role

Embedding

.

After you have embedded the rapid applications, you can add them as new assignment blocks in the embedding application. You can embed the same rapid application in more than one SAP CRM application.


Note




In the Administration work center, there is a new link, Manage Rapid Applications

In the UI configuration, there are new buttons:

.

Embed View and Show All

Effects on System Administration

.

System administration must set up users with development authorizations. For more information, see the security guide for SAP CRM on SAP Service Marketplace at http://service.sap.com/instguides.



You make the Customizing settings for this function in Customizing for Customer Relationship Management under UI Framework -> UI Framework Definition -> Application Enhancements -> Define System Settings

See also

.

Release note

SAP Library for SAP CRM on SAP Help Portal at


http://help.sap.com/crm-core -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework ->

Rapid Applications

UI_FRW_1_DOCU: Integration of Long Text in Web Services Tool (New) Use


Long text for attributes is only used for read operations in the Web service, not for create or change operations.

(UI_FRW_1_DOCU), you can display long texts for attributes that represent technical keys in the Web services tool. In addition to the technical representation, long texts can be provided as additional attributes in the Web service at runtime.

During creation of the Web service, in wizard screen 2, Select Attributes, you can select the long text of the attribute. As a result, in wizard screen 3, Maintain Attributes

When you have generated the Web service, in the

, the attribute for the long text is also available, and you can edit it along with all of the other fields in the Web services tool.

Service Operations menu, the attribute for the long text is available in addition to the attribute key. The text is now available for Web service consumption.


Note




There are no effects on existing data. You can display existing attributes as before.


There is a new Business Add-In (BAdI) available in Customizing for Customer Relationship Management under UI Framework -> UI Framework Definition -> Web Services ->

You make the Customizing settings for this function in Customizing for

BAdI: Integration of Long Texts in Web Services Tool.

Customer Relationship Management under UI Framework -> UI Framework Definition -> Web Services -> Web Services Tool: Transport Service Objects

.

UI_FRW_1_DOCU: GenIL Model Editor (New) Use


• Edit attributes of any part of the model

(UI_FRW_1_DOCU), you can use the generic interaction layer (genIL) model editor to create and edit the business object layer (BOL) model of a genIL component. The genIL model editor is available in the SAP graphical user interface (SAP GUI) and provides the following options:

To edit a model, choose the component that the model belongs to and navigate to the model in the tree. Double-click the part of the model you want to edit.

• Create any part of the model To create a part of the model, choose the folder that the part belongs to in the genIL model tree and then choose Create …

• Delete any part of the model

from the context menu.

• Display all details of existing models, that is, models that were not created using the genIL model editor. To display a model, choose a component or a component set. You can display all details of any model, including models that use customer-specific persistency.

• Transport models The genIL model editor shows only those properties that are relevant for a particular model part. This reduces errors during model design.

Not all changes in the model are automatically visible in the tree, for example, when you assign a different attribute structure. You can refresh the tree view by choosing Refresh

The genIL model editor is based on central persistency for genIL component models:

in the tool bar.

• It separates SAP models and customer models. Each party has its own set of tables.

• It provides application programming interfaces (APIs) to model data persistency. This enables the genIL components to read the model without additional effort and to edit the model using the genIL model editor.

To use the genIL model editor, the genIL component must implement the interface IF_GENIL_APPLMODEL_PERSISTENCY.


Note




There are no effects on existing data.

The genIL model editor is available via the transaction GENIL_MODEL_EDITOR. To change a genIL model, choose a component. You cannot edit component sets.


System administration must create the user roles in the master data.

The user needs the following authorizations:

• Cross-client Customizing

• Development rights for the class that implements the genIL component


You make the Customizing settings for this function in Customizing for Customer Relationship Management under UI Framework -> Generic Interaction Layer/Object Layer -> Basic Settings. You have to enter the genIL component under Component Definition

by entering the component name, description, and implementation class.

UI_FRW_1_DOCU: Generation of UI from a BOL Model (New) Use


You can start the wizard in the UI Component Workbench by choosing the

(UI_FRW_1_DOCU), you can use a wizard to generate a comprehensive user interface (UI) based on an existing BOL (business object layer) model. The wizard helps you to select only those BOL objects and queries that are relevant for the new application. The wizard also enables you to specify a sophisticated UI model based on the previously defined BOL model subset.

Create Using Wizard

The result is a fully functional UI application, which consists of a search page, an overview page, standard buttons, dependent object pages (optional), and navigation between these pages.

pushbutton.


Note




If you want to add the new application to the navigation bar after you have generated it, you have to make the settings in Customizing for Customer Relationship Management, in UI Framework -> UI Framework Definition -> Navigation Bar Profile

See also

.

Release note UI_FRW_1_DOCU: Business Function UI Framework Documentation (New)

UI_FRW_1_DOCU: Dropdown Lists (Enhanced) Use


• Default

(UI_FRW_1_DOCU), you can display keys in dropdown lists. In the central personalization, you can specify whether keys are displayed in dropdown lists, as well as the sorting order of the items. The following sorting order options are available:

Sorting order defined by the application

• By value

• By key

You can type the first letters of the item or key in the field of the dropdown list, and the relevant item is selected.


Note




On the central personalization page of the WebClient UI, under Personalize Settings


, there is a new block available that allows you to specify the display of keys and the sorting order.

You can hide the block Dropdown Lists

See also

that is available in the personalization for a specific user in the UI configuration.

Release note



http://help.sap.com/crm-core -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework -> User Interface Personalization -> Central Personalization

UI_FRW_1_DOCU: Central Sharing Tool (New) Use


• Tags

(UI_FRW_1_DOCU), you can use the Central Sharing Tool to share items with other users, organizational units, positions or business roles. You can share the following items:

• Favorites

• Saved searches

• Favorite reports

When sharing an item, you can enter a message for the recipient. The recipient can view the shared items in their inbox.

You can access the Central Sharing Tool using a new system link (Share) that is available in the header area. You can also make the function available in the navigation bar. On the home page of your business role, you can make available the My Sharebox content block, which displays the folders that contain the shared items: Inbox, Sent, and Received

You can make the Central Sharing Tool available on your home page as an application link using the central personalization.

.

Both the sharer and the recipient can make a shared saved search available in the recipient's saved searches. The saved search that was received as a shared item keeps a dependency with its original saved search. That is, if the sharer changes the original saved search, the recipient's saved search is also updated. For saved searches, only the search criteria are shared, but not the search result.

For the description of the saved searches, translation is not available.


Note




In Customizing, you can enable or disable the Central Sharing Tool for business roles, and you can specify the level of authorization for each business role:

• A standard sharer can share items. The authorization to receive shared items is included in a sharer's authorizations.

• A supersharer can copy shared saved searches to the recipient's saved searches.

• A recipient can only receive shared items.

You make the Customizing settings for this function in Customizing for Customer Relationship Management in UI Framework -> Technical Role Definition -> Function Profile

To enable the usage of the Central Sharing Tool in a business role, you need to assign the function profile CENTRAL_SHARING_TOOL to your business role in Customizing for Customer Relationship Management in

.

UI Framework -> Business Roles -> Define Business Role

See also

.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP Customer Relationship Management -> WebClient UI Framework -> Generic User Interface Functions -> Central Sharing Tool

UI_FRW_1_DOCU: Dashboard on Home Page (New) Use


You can choose the report to be displayed on your home page in the personalization of the content block. By default, the first report in your personalized list of reports is displayed. If a user does not have reports in their personalized list of reports, then the report configured by the superuser is displayed.

(UI_FRW_1_DOCU), you can display dashboards on the home page of a business role. You can display XCelsius dashboards and BW reports in a content block. By clicking a link, you can display a report in full-screen mode.

You can display multiple content blocks with different reports. The order of the reports in the personalized list determines the order of the reports in the content blocks.

Note

To make the Dashboard

To display the

content block available in the homepage configuration, you have to add the UI component WCF_DASHBOARD to the view set of the home page using the UI Component Workbench.

Dashboard content block on the home page, you have to add the content block to the displayed content blocks in the page configuration.


Note




You make the Customizing settings for this function in Customizing for Customer Relationship Management, in UI Framework -> Technical Role Definition -> Define Function Profile

. To enable a default report to be displayed on the home page of a business role, for the DASHBOARD_ON_HOMEPAGE function profile, as a value, enter the logical link of the report that you want to display by default. Then, you need to add the DASHBOARD_ON_HOMEPAGE function profile to your business role.

UI_FRW_1_DOCU: Skins (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function UI Framework Documentation (UI_FRW_1_DOCU), you can continue to use the Skin Workbench to copy SAP skins. You cannot use Microsoft Windows Explorer to copy skins, specifically, the CSS files of the skins. It is still possible to use Microsoft Windows Explorer to copy image files from the skin folders.


Note


See also


Release note UI_FRW_1_DOCU: Business Function UI Framework Documentation (New)

UI_FRW_1_DOCU: Integration with SAP NetWeaver Business Client (New) Use


This integration is meant for customers who are using mostly SAP ERP or other products than SAP CRM with SAP NetWeaver Business Client and need to access only a few SAP CRM applications. Customers who are working primarily with SAP CRM applications should continue to use the WebClient UI.

(UI_FRW_1_DOCU), you can use individual WebClient UI components integrated with SAP NetWeaver Business Client. You can use one of the two versions of NetWeaver Business client, SAP NetWeaver Business Client for HTML or SAP NetWeaver Business Client for Desktop 3.0 and later.


Note




System administration must set up PFCG roles with entries referencing individual WebClient UI components using transaction PFCG in the SAP CRM system. These roles can be imported into the SAP ERP system by choosing Copy Menus -> From Other Role -> In Remote System on the Menu


tab in transaction PFCG in the SAP ERP system. You specify a Remote Function Call (RFC) destination to connect to the SAP CRM system. This makes the menu structure for the PFCG role of the WebClient UI components available in the SAP ERP role in SAP NetWeaver Business Client.

In the WebClient UI component, the business roles need to be assigned to users in the same way as if the WebClient UI is used natively.

You make the settings for this function in Customizing for Customer Relationship Management, in UI Framework -> Business Roles

•

:

•

Define Business Role

•

Define Organizational Assignment

See also

Define Authorization Role

Release note SAP NetWeaver Business Client Version 3 on SAP Help Portal at http://help.sap.com/crm-core -> Application Help -> SAP NetWeaver Library -> What's New in SAP NetWeaver 7.0 Release Notes -> Release Notes by SAP NetWeaver Systems and Standalone Engines -> SAP Enhancement Package 2 -> Release Information for Usage Type AS ABAP ->


SAP NetWeaver Business Client Version 3

http://help.sap.com/crm-core -> Application Help -> SAP Customer Relationship Management ->


WebClient UI Framework

http://help.sap.com/crm-core -> Application Help -> SAP NetWeaver Library -> SAP NetWeaver by Key Capability -> Application Platform by Key Capability ->ABAP Technology -> UI Technology -> SAP NetWeaver Business Client -> 5 Role Maintenance in PFCG ->

Release note

5.8 Remote Systems

UI_FRW_1_DOCU: Business Function UI Framework Documentation

UI_FRW_1_DOCU: User Interface Enhancements (New) Use


Automatically Available Functions

(UI_FRW_1_DOCU), you can use the following user interface (UI) functions of the WebClient UI to improve usability and optimize system performance.

Tables and Trees

• You can use the cursor keys to navigate from one field to another field in a table. This navigation is done in display mode and the text in editable fields is highlighted with a dotted line. If you start typing in a table field, you automatically switch to edit mode and the cursor moves within the input field. Alternatively, you could use F12

• You can use optimized scrolling in tables for which vertical scrolling is enabled. With optimized scrolling, only visible rows are initially loaded. The remaining rows will be loaded during scrolling and will be displayed either when you slow down or stop scrolling. Once rows have been displayed, they are kept on the frontend, which accelerates even more the scrolling.

to switch from navigation mode to edit mode and vice versa.

• When a filter is applied to a table, any previously selected rows are unselected to avoid the user performing actions on items that they do not see. After sorting, selected rows remain selected.

• You can select multiple rows: As a result, all rows between the selected rows are selected. You can also add additional rows to the selection.

Skins

• The adjustment of the text size in the Signature Design

• A new high contrast skin is available.

skin using your browser options has been enhanced.

Messages

• By clicking a link, you can navigate directly from the message to the field that issued the message. This function is available for fields for which the Mandatory

Functions That Can Be Enabled

checkbox is activated in the UI Configuration Tool.

In addition, you can enable the following UI functions in the application by making development modifications:

Tables and Trees

• You can enable fast selection of table rows, that is, the selection of rows does not trigger any roundtrip unless a roundtrip is explicitly triggered by a button or any other action on the screen that is programmed to trigger one.

• You can enable fast row creation. In tables for which edit mode is enabled, fast row creation enables you to quickly create new table rows.

Overview Pages

• You can navigate from the overview page of one object to the next in the list without having to navigate back to the original list, by clicking Previous and Next

Context Menu

buttons. The work list can be a search result list or a table on an assignment block that leads to other assignment blocks.

• If a context menu is defined for a UI element (label, link, input field, toolbar, table, edit form), you open the context menu (instead of the standard browser menu), by right-clicking or pressing SHIFT + F10

Messages

.

• For messages that are related to fields, you can enable navigation links from the message to the field that issued the message.


Note


See also


Release note

Release note



UI_FRW_1_DOCU: Mandatory Fields (Enhanced)

http://help.sap.com/crm-core -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework

UI_FRW_1_DOCU: Mandatory Fields (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function UI Framework Documentation (UI_FRW_1_DOCU), you have the following options to set a field as mandatory as per your business needs:

• In the business object layer (BOL) You can use the GenIL Model Editor to define a mandatory field in the object model.

• By implementing a property getter method in the application

• View configuration In the UI Configuration Tool, you can define a field as mandatory.

If you make any of these settings in one of these layers, you cannot override it in the next higher layer.

Thus, mandatory fields are consistently indicated with an asterisk (*) at the label of an editable input field. If the field is left empty, a red frame around the field is displayed and you cannot save or process your data.

Up to now, the property for mandatory fields had to be set manually in the UI Configuration Tool. Now, the property from the BOL is made available on the user interface (UI). Alternatively, you can activate mandatory behavior by modifying the programming code.


Note




You make the BOL-related Customizing settings for this function in Customizing for Customer Relationship Management, in UI Framework -> Generic Interaction Layer/Object Layer -> Basic Settings

See also

.

Release note UI_FRW_1_DOCU: Business Function UI Framework Documentation

UI_FRW_1_DOCU: Application Enhancement Tool (Enhanced) Use


Tables that you add to an application are made available as new assignment blocks in the corresponding application.

(UI_FRW_1_DOCU), you can use the Application Enhancement Tool to enhance applications in the WebClient UI, by adding new tables and by adding new fields to these tables.

You can use the expert mode of the Application Enhancement Tool to define your own technical enhancement details, such as package name, namespace, and technical field names.

You can access field details and table details in separate windows, where you can edit these details, add dropdown list values, and directly translate fields.

In the user interface (UI) configuration, the tables that you have added to an application are displayed in the list of available assignment blocks. To display these tables on the UI, you can move them from the list of available assignment blocks to the list of displayed assignment blocks.

You are strongly advised to create a custom configuration for every new assignment block. You configure new tables views in the same way as you configure existing assignment blocks.

You can create calculated fields. A calculated field is a field enhancement associated with a formula expression. The formula expression can be comprised of operations, constants, and application-specific data attributes.

You can migrate manual fields to the format of the Application Enhancement Tool. A manual field is either a field created manually by modifying an append structure or a field created using the Easy Enhancement Workbench. A new guided activity is available in the Application Enhancement Tool that allows you to migrate the fields that belong to an enhancement. Based on the place, package, and customer include, the guided activity retrieves the fields that will be migrated. You can select the business object part where the fields will be migrated.

Note

There are applications that require that you activate a business function to make these functions for field and table enhancements available. For more information, see SAP Note 1448299.


If you have created fields and tables with the Easy Enhancement Workbench, they are displayed as read-only in the Application Enhancement Tool.

You can start adding new fields and tables by using the Application Enhancement Tool, and update the already existing fields and tables with the Easy Enhancement Workbench.

Note

The Application Enhancement Tool does not replace the Easy Enhancement Workbench. You can continue using the workbench as per your business needs.



To make the necessary Customizing settings, see Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Application Enhancements

.

UI_FRW_1_DOCU: Default Searches (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function UI Framework Documentatio

The personalization icon is available in the view of the search page next to the

n (UI_FRW_1_DOCU), you can define default searches of search pages in the newly added personalization.

Hide Search Fields

If your search page was created by the search page wizard, no effort is required. Otherwise you need to enhance an inbound plug and a view set layout.

link. In the personalization dialog, you can select a saved search or the current search criteria as a default. You can also specify whether the default search is executed automatically when you access the search page. This allows you to directly start to work with the result list.


Note




You make the Customizing settings for this function in Customizing for Customer Relationship Management under UI Framework -> Technical Role Definition -> Define Parameters

To make default searches available in your business role, you need to assign function profile PARAMETERS to this business role.

by using the parameter DEFAULT_SEARCH.

Depending on these Customizing settings, the personalization icon is shown or hidden for each business role.

See also

Release note UI_FRW_1_DOCU: Business Function UI Framework Documentation

UI_FRW_1_DOCU: Pasting of Multiple Values as Search Criteria into Advanced Search (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function UI Framework Documentation (UI_FRW_1_DOCU), you can copy a list of values from another application, such as spreadsheet or text processing, and paste them into search criteria of an advanced search, by pressing CTRL + V

In the source, each value should be on a new line. After pasting them into the search, the search criteria will be shown as separate search criteria in individual lines.

. The values are handled as separate search criteria.


Note




You make the settings for this function in Customizing for Customer Relationship Management under UI Framework -> Technical Role Definition -> Define Parameters

By default, the system limits the number of rows that can be pasted at once to 200 to avoid accidental pasting of a huge amount of data. You can override this default maximum number by adding the parameter SEARCH_MAX_ROW_PASTE in the PARAMETERS function profile of the relevant business role.

.

See also

Release note


Master Data

Business Function Complaints & Leads Assignment Blocks on Business Partner OVP CRM_BP_ASSIGNMENTS_CC2: Business Function Complaints & Leads Assignment Blocks on Business Partner OVP (New for SP06)

Use

The business function Complaints & Leads Assignment Blocks on Business Partner OVP (CRM_BP_ASSIGNMENTS_CC2)

For the

is available as of the following releases:

Complaints

• SAP enhancement package 1 (SP06) for SAP CRM 7.0

assignment block:

• SAP CRM 7.0 SP10

• SAP CRM 2007 SP10

For the Leads


assignment block:



Note:

• For information about activating a business function, see SAP Library for SAP NetWeaver on SAP Help Portal at http://help.sap.com/netweaver -> SAP NetWeaver 7.0 Library -> SAP NetWeaver by Key Capability -> Application Platform by Key Capability -> ABAP Technology -> ABAP Workbench (BC-DWB) ->

• The leads assignment block is automatically available with the same releases as the complaints assignment block, once you activate this business function. To already have this assignment block available for the releases listed above (for the

Switch Framework.

Leads

With this business function, you have the following new assignment blocks:

assignment block), you can activate the business function for these releases. In that case, apply SAP Note 1606486.

• Complaints aThe assignment block is displayed using lazy load, and displays complaints for the following accounts:

ssignment block on the account overview page

-

-

Individual accounts

-

Corporate accounts

This is independent of the partner function assigned to the account in the complaint. Groups

• Leads aThe assignment block is displayed using lazy load, and behaves in the same way as the existing leads assignment block in the account.

ssignment block on the contact overview page


You use the UI Component Workbench (transaction BSP_WD_CMPWB) to control whether the objects displayed in the respective assignment block are preselected.

For the Complaints assignment block, you can set filters in the component BTCOMPLAINT_ASS in view ComplaintResultList, for the following attributes:

•

•

Complaint Type

•

Status

•

Posting Date

Recommendation:

Maximum Number of Results

To ensure that the newest complaints are found on the database, we recommend the following: Sort the result by the attribute Created On

The following entries have to be maintained for the selection of the newest complaints:

(CREATED_AT_DATE). This is not supported in the standard system, but the reporting framework provides this feature via additional customizing. For more information, see SAP Note 1226594.

Key : CRMRF

Parameter name: IV_SORT_LAST_N

Param. name 2: BTQCompl

Param value: BTQCompl

Param value 2: CREATED_AT_DATE

Be aware that the selection for the newest complaints is then also valid for the existing advanced search for complaints.

For the Leads assignment block, you can set filters in the component BP_BPBT in view ContactLeadsOV

•

, for the following attributes:

•

Timeframe

•

Status

•

Lead Type

•

Qualification Level

See also

Maximum Number of Results

• SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP EHP1 for SAP CRM 7.0 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Complaints & Leads Assignment Blocks on Business Partner OVP

• SAP Note for Complaints: 1608974

.

• SAP Note for Leads: 1606486

Business Function Marketing Permission CRM_MKT_PERMISSION: Business Function Marketing Permission (New for SP05)

Use

The business function Marketing Permission (CRM_MKT_PERMISSION


) is available as of the following releases:


• SAP CRM 2007 SP10 Note: See SAP Note 1573785 for information on activating the business function in this release.

You can use this business function to comply with legal requirements, or a customer code of practice that requires permission from customers before sending them unsolicited marketing messages.

As a company with a customer base in countries with such legal requirements, you may need to demonstrate some or all of the following:

• Evidence that customers have not agreed to receiving unsolicited marketing messages via a certain communication channel

• Evidence that customers have agreed to receiving unsolicited marketing messages via a certain communication channel

• Evidence that customer preferences have changed, for example consent changes from Given to Rejected

• The date on which customers agreed or did not agree to receiving unsolicited marketing messages

, or communication details change.

• The form of consent

• Adherence to local opt-in regulations, including any validity periods

• Adherence to the marketing permission information of marketing prospects as received from external lists

This business function meets these requirements with the features listed below:

• Marketing PermissionsDepending on your legal requirements, you can use some or all of the following fields in the Marketing Permissions AB for accounts and contacts assigned to an account:

Assignment Block (AB)

- Communication Channels

-

: Specifies how marketing messages can be communicated, for example by e-mail, or SMS. You configure values for communication channels in Customizing.

Form of Consent

-

: Specifies how the account or contact communicated the consent information, for example by letter or by e-mail. You configure values for the form of consent in Customizing.

Date of Consent

-

: Specifies the date on which the account gave or rejected consent

Consent: Specifies the consent status as Given or Rejected

-

.

Communication Details: Specifies the e-mail address, telephone number, pager or so on that can be used, or must not be used for accounts and contact. Note: When this field is left blank, all the corresponding details in the main address and communication data are available for use for the account. In the case of a contact relationship to an account, only the communication details that are maintained for this relationship and the specified communication channel are

available for use. From the Marketing Permissions

-

AB, you can also access the following:

-

Edit List

-

Display Current Permissions

Displays all permissions, both the current and the invalid ones. Invalid marketing permissions are those that can no longer be used to contact customers. For example, the validity period has expired or communication details have changed.

Display All Permissions

• You can search in Search Integration

All Accounts, Contacts, Individual Accounts, Corporate Accounts, and Groups

-

with the following attributes:

Search by communication channel. The system searches all permissions, taking into account the invalid as well as the current permissions.

Marketing Permission - Channel

- Search by marketing permission status Marketing Permission - Status

Allowed, Not Allowed or Not MaintainedThe system searches in the list of current permissions; invalid marketing permissions are not taken into account.

.

• Change HistoryIn this AB, you can see any changes made to the marketing permission.

AB

Note: It is only possible to create or delete marketing permissions. The individual fields of a saved marketing permission, such as Communication Channel, Consent, or Form of Consent

•

cannot be changed. This is because any changes, such as a change of communication details require a new form of consent. Therefore a complete new entry is always required.

Segmentation

The following InfoSets are available for use within classic segmentation for segmenting marketing permissions:

Classic Segmentation

- Marketing permissions for individual accounts CRMM_BUT_MKTPERM

- Marketing permissions for contacts with a relationship to an account CRMM_BUT_MKTPERM_REL

- Marketing permissions for all organizations CRMM_BUT_MKTPERM_ACC

The following InfoSets are available for use high volume segmentation (TREX) for segmenting marketing permissions:

High Volume Segmentation (TREX)

- Marketing permissions for all accounts and existing communication channels CRMM_BUT_MKTPERM_ACC_HV

- Marketing permissions for all contacts that can be sent marketing material CRMM_BUT_MKTPERM_CON_HV

- Filters marketing prospects or business partners with marketing permissions CRM_MKTHV_MP_GEN_W_PERM

• For information on marketing permissions in IC, see the release note Interaction Center (IC) WebClient

Marketing Permissions in Interaction Center (New).

• For more information about marketing permissions in campaigns, see the release note Marketing

Marketing Permissions in Campaigns

Permissions in Campaigns (New)


.

When you activate this business function, the AB Marketing Permissions


is available for use on the Accounts and Contacts overview page.

To use the marketing permission function, you must make settings in Customizing for Customer Relationship Management under Master Data -> Business Partner -> Define Settings for Marketing Permissions

See also

.

For more information, see SAP Library for SAP CRM on SAP Help Portal at

http://help.sap.com/crm-core -> Application Help -> SAP Relationship Management -> Master Data -> Business Partner -> Marketing Permission.

CRM_MKT_PERMISSION: Marketing Permissions in Interaction Center (New for SP05)

Use

With business function Marketing Permission


(CRM_MKT_PERMISSION), the marketing permission function is available in the Interaction Center (IC) WebClient in the following releases:


• SAP CRM 2007 SP10 Note: See SAP Note 1573785 for information on activating the business function in this release.

The marketing permission function allows you to do the following:

• IC agents can display, create, and delete marketing permission items.

Account Identification

• IC agents can now access the account overview page and the contact overview page from account identification.

You can alert IC agents to existing restrictions due to marketing permissions by doing the following:

Agent Guidance

• You can configure your Identify Account

• IC managers can use the rule modeler to alert IC agents to existing restrictions due to marketing permissions for an account or contact. For this purpose, specific entries are available in the rule modeler. For example, IC managers could implement an alert that is displayed whenever an account or contact is confirmed, for which there are restrictions due to marketing permissions in terms of the telephony channel.

page to display checkboxes that indicate whether or not an account or contact may be addressed with marketing information using a specific phone number, fax number, or e-mail address. The checkboxes are provided as available fields in the UI Configuration Tool.

IC managers can apply marketing permissions to accounts and contacts in call list management as follows:

Call List Management

• Call list generation IC managers can carry out a preliminary marketing permission check during call list generation that excludes most calls from the call list that are not permitted due to marketing permissions. With this preliminary check, you can avoid creating unnecessary calls and business transactions, which decreases the processing time for the call list and saves memory space.

• Call list maintenance IC managers can activate a marketing permission check that is carried out during the update of contact persons, during call list synchronization with the communication management software (CMS) system, and during manual call list execution. While the marketing permission check carried out during the update of contact persons is a preliminary check, the marketing permission check during call list synchronization and manual call list execution is done on the level of individual phone numbers.

• Call list execution There are two types of call list execution:

- Manual IC managers can apply marketing permissions on the level of individual phone

execution

numbers during manual call list execution.

- Automated execution During the automated call list execution by the CMS, no marketing permission check is carried out, unless the call list is synchronized again.

• Call status and call result The marketing permission checks affect the call statuses and call results as follows:

- Update of contact persons The marketing permission check on accounts is done only for calls with the call statuses Created and Ready. If there is not at least one phone number at which the account or contact may be called, the call is set to Completed with the call result Skipped (Marketing Permissions)

- Call list synchronization

. If there is not at least one phone number at which the contact may be called, the contact is excluded from the call.

Phone numbers that are not permitted due to marketing permissions are either not transferred to the CMS system or deleted from the CMS system. If there is no other phone number at which the account may be called, the call is set to Completed with the call result Skipped (Marketing Permissions)

- Manual call list execution

.

Calls that are not permitted due to marketing permissions are skipped and set to Completed with the call result Skipped (Marketing Permissions)


.

The following user interface (UI) changes have been implemented:

• The

Account Identification

Marketing Permissions tab has been added under Account Identification -> More FieldsThe tab contains the following assignment blocks:

.

-

-

Account: Marketing Permissions

If your company does not support IC marketing processes, you can hide the Contact Person: Marketing Permissions

Marketing Permissions

• IC agents can now access the account overview page and the contact overview page under

tab in order to avoid unnecessary fields on the UI.

Account Identification -> More Fields -> More -> Account Overview and Contact OverviewThe contact overview is available only if a contact person of type

. Has Contact Person

• A central toolbar under

is assigned to the account and has been confirmed.

Account Identification -> More Fields

-

replaces the corresponding pushbuttons formerly available on the various tabs. The toolbar contains the following pushbuttons:

-

Save and Back

-

Save

-

Cancel

-

Edit

More

The following entries are now available in the rule modeler in context

Rule Modeler

Intent Driven Interaction (IC WebClient)

• Attributes:

:

-

-

Marketing: Chat

-

Marketing: E-Mail

-

Marketing: Fax

-

Marketing: Letter

• Operators:

Marketing: Phone

-

-

Equals

• Values:

Is Not Equal To

- Permitted

-

(001)

Not Permitted

• Action

(002)

You can use this action to determine the confirmed account during runtime. With regard to marketing permissions, we recommend that you use this action in combination with an alert, in which you have defined a navigation to the

Trigger Alert (Confirmed Account)

Identify Account - More Fields page or to the Account Overview page.

You can configure your

UI Configuration Tool

Identify Account

•

page to display checkboxes that indicate whether or not an account or contact may be addressed with marketing information using a specific phone number, fax number, or e-mail address. The checkboxes are provided in the UI Configuration Tool as the following available fields:

•

Mktg Perm.: Phone

•

Mktg Perm.: Fax

The checkboxes are available for the following views in UI component ICCMP_BP_DETAIL (

Mktg Perm.: E-Mail

Identify Account

• BuPaCommAccount (business-to-business)

page):

• BuPaCommContact (business-to-business)

• BuPaDetail (business-to-consumer)

The

Call List Management

Account and Contact Filter screen area with the Apply Marketing Permissions

• The SAP GUI, under

checkbox has been added in the following places:

Interaction Center -> Supporting Processes -> Outbound Calling ->

• The SAP GUI, under

Generate Business Transactions and Call Lists

Interaction Center -> Supporting Processes -> Outbound Calling ->

• The IC Manager role, in the WebClient UI, under

Call List Maintenance

Managing Operations -> Call Lists ->


Call List Details

• You can specify that the Marketing PermissionsYou do this in Customizing for

tab is hidden in the WebClient UI. Customer Relationship Management under Interaction

Center WebClient -> Master Data -> Define Account Identification Profiles

• The

.

Skipped (Marketing Permissons) call result has been added in Customizing for

Customer Relationship Management under Interaction Center WebClient -> Additional Functions -> Call Lists -> Define Call Results/Rescheduling Reasons

• Attributes for use in the rule modeler have been added in Customizing for

.

Customer Relationship Management under Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Repository

See also

.

Release note

Application help for SAP CRM on SAP Help Portal at

CRM_MKT_PERMISSION: Business Function Marketing Permission (New)

http://help.sap.com/crm-core -> Interaction Center -> Interaction Center WebClient -> Specifics for Interaction Center: Marketing Permission

.

CRM_MKT_PERMISSION: Marketing Permissions in Campaigns (New for SP05) Use

With business function Marketing Permission (CRM_MKT_PERMISSION), you can apply marketing permissions in the following releases:




You apply marketing permissions by choosing a communication medium that includes communication methods that are relevant for marketing permissions. The Apply Marketing Permissions checkbox then appears in the Channel section of the General Data

• Campaign

assignment block for the following:

• Campaign element

• Campaign template

• Campaign element template

Select the Apply Marketing Permissions

The following communication channels support marketing permissions:

checkbox to apply marketing permissions. When you apply marketing permissions, the communication channel or channels you can use are restricted to those for which permission has been granted.

• Phone

• E-Mail

• Fax

• SMS/Pager

Depending on your Customizing settings, applying marketing permissions may be your default system setting.

Campaign Planning

• Campaign and campaign elements Provided that a communication channel that supports marketing permissions has been chosen, when creating a campaign, and campaign elements within the campaign, a warning message is generated unless the Apply Marketing Permissions

• Campaign templates and campaign element templates

checkbox is selected. The campaign and campaign elements can nevertheless be saved.

Campaign templates and campaign element templates pass on the Apply Marketing Permissions

• Copying campaigns

checkbox setting to the campaigns and campaign elements that have been derived from them. This setting can then be changed as required.

A copied campaign inherits the Apply Marketing Permissions

• Campaign automation

checkbox setting from the original campaign. This setting can then be changed as required.

Marketing permissions also apply to campaign elements created by using Campaign Automation, provided that the campaign element type supports marketing permissions. Note: Deselecting the Apply Marketing Permissions

Campaign Execution

checkbox does not generate a warning message until the campaign element is saved.

Marketing permission is given by the customer (= business partner, marketing prospect) on the

level of communication channel (for example, phone, e-mail, SMS, fax) and, optionally, communication detail (for example, phone number, e-mail address, SMS number, fax number). The marketing permissions that are given or rejected by a business partner have to be evaluated during campaign execution for the members of the campaign target group. If permission is given for the business partner's communication channel or communication detail that is selected during campaign execution, the business partner will be contacted. If no permission is given, the business partner must not be contacted, but a status log is written for this business partner and can be evaluated by the marketing contact report.

• For low-volume campaign execution, the following communication channels can be used, subject to permission:

- Phone Note that no checks are performed here on "Communication Detail" level, but on "Channel" level

- E-Mail

- Fax

- SMS/Pager Services

• For high-volume campaign execution, e-mail is used as the communication channel.

External List Management

You can now create marketing prospects and business partners with marketing permission attributes via External List Management (ELM). These attributes allow you to upload external lists of business partners, additionally including account marketing permission information that specifies whether a business partner can be contacted for marketing purposes or not. The attributes are available in CRM Marketing when creating or using a Mapping Format in the category Addresses, filter criterion Marketing Permissions, or category Marketing Prospects, filter criterion Address

Note that marketing permissions can only be assigned once for each external list record.

.

After external data is mapped successfully to SAP standard structures, you can create and update business partners. After you create business partners, you can assign marketing attributes and marketing permissions to them as required. When you convert a marketing prospect with marketing permission attributes into a business partner, the marketing permission attributes are also transferred.

For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> Application Help -> SAP Customer Relationship Management -> Master Data -> Business Partner -> Marketing Permission ->


Marketing Permissions in ELM

The following user interface (UI) changes have been implemented:

• The Apply Marketing Permissions checkbox appears in the Channel part of the Campaign Details section on the Campaign Overview

• The

page

Marketing Permissions assignment block is available for use on the Accounts and Contacts


overview pages.

For marketing permissions in campaigns, if required, you must make the following settings in Customizing for Customer Relationship Management under Marketing -> Marketing Planning and Campaign Management -> Campaign Execution ->

If you want to enhance the set of communication methods relevant for marketing permission evaluation during campaign execution you can implement the following Business Add-Ins (BAdis):

Business Add-Ins.

•

•

BAdI: Opt-In Evaluation for Marketing Prospects

•

BAdI: Enhance Field Control for Apply Marketing Permissions

•

BAdI: Map Channel for Marketing Permissions Check for Campaign Execution

BAdI: Map Channel for Marketing Permissions Check for HV Cpg. Execution

CRM_MKT_PERMISSION: Usability Enhancement for Marketing Permissions (New for SP08)

Use

The button Create Permission for All allows you to quickly enter the consent status for all communication channels in one step in the Marketing Permissions assignment block. This function is available as of the following releases, with the prerequisite that you are using marketing permissions (provided with the business function Marketing Permissions


(CRM_MKT_PERMISSION)):


The button is available for accounts (corporate, individual, and groups) and contacts.

See also

For more information on marketing permissions, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core -> <Choose a release> -> Application Help -> Master Data -> Business Partners -> Functions -> Marketing Permissions

.

Business Function Knowledge Article 2 CRM_KA_CI_2: Business Function Knowledge Article 2 (New for SP07)

Use

The business function Knowledge Article 2


(CRM_KA_CI_2) is available as of the following releases:


This business function includes the following features:

• To quickly make information about the knowledge article available to you, there are four new columns in all result lists for knowledge articles, and in the assignment block Related Knowledge Articles

- Problem description

, with a tooltip:

- Solution description

- Internal note (can be shown using personalization)

- Custom field, available for your own text IDs (can be shown using personalization) You can use filters for all four fields.

• Briefing card in each result list for knowledge articles In all result lists for knowledge articles, you can use Expand Hierarchy

• In Customizing, you can specify whether a user can search knowledge articles for only one language or for multiple languages.

to expand the briefing card for a knowledge article. It contains the full text of all four fields mentioned above.

All features affect the following result lists:

• Result list in the search

• Result list to which you navigate from the assignment block Related Knowledge Articles

• Result list in the dialog box

, by using the input help button.

Search Related Knowledge Articles, to which you navigate by using the pushbutton Suggest Knowledge Articles


when, for example, you create a problem.

You make the Customizing settings for this function in Customizing under:

•

•

Activate Briefing Card for Knowledge Articles Result List

•

Assign Text to UI Attribute Name

Activate the new parameter KA_ALL_LANGUAGES to allow users to search knowledge articles for multiple languages at the same time. For more information about this parameter, see the documentation for this Customizing activity.

Define Parameters

• The Define Language for Internal Communications

Language

See also

search field is prefilled with the value that you define in this Customizing activity. If no language is selected in the Customizing activity, or if the user has not selected a language as search criterion, the field is prefilled with the logon language of the user.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core701 ->

Application Help -> SAP Customer Relationship Management -> Business Functions for SAP Customer Relationship Management -> Knowledge Article 2

.

Basic Functions and Performance

Business Function Infrastructure CRM_INF_1: Business Function Infrastructure (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Infrastructure


(CRM_INF_1) is available.

•

•

CRM_INF_1: ACE Enablement (Enhanced)

•

CRM_INF_1: Notes Enhancements (Enhanced)

•

CRM_INF_1: Simple Search (Enhanced)

•

CRM_INF_1: Rule Builder (Enhanced)

The business function also includes features for customers using

CRM_INF_1: Enterprise Search in Interaction Center by Integration of Interaction Record

SAP Leasing and SAP Account Origination

•

. For more information, see the following release notes:

•

CRM_INF_1: Application Extensibility in SAP Leasing and SAP Account Origination (New)

•

CRM_INF_1: SAP Account Origination, Simple Search (New)

See also

CRM_INF_1: SAP Leasing: Simple Search (New)

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Infrastructure.

CRM_INF_1: ACE Enablement (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Infrastructure

• Master data

, the following objects are enabled for the access control engine (ACE):

- Assortment - PPRCRM

- Partner/product range - PPRCRM

• Sales

- Price condition - CONDITIONCRM

- Billing document - BILLING

- Billing due list - OUTGOROYALTYDUELIST

- Rebate (rebate agreement) - BEARAGR

- Rebate due list - BEARDL

- Rebate settlement - BEARPD

- Rebate extract - BEAREX

- Territory- TERRITORYCRM

- Account plan - ACCOUNTPLANCRM

- Visit plan - TOUR_CRM

• Marketing

- Mail form - MAILFORMCRM

- Segmentation model (profile set) - MARKETINGPROFILESET

- Segment (profile) - MARKETINGPROFILE

- Target group - MARKETINGTARGETGROUP

- Top n - PPRCRM

• Loyalty management

- Membership - LOY_MSH

- Point accounts- LOY_PPA

- Member activity - LOY_MA

- Partnership - LOY_PSH

- Member - LOY_MEM

• Service

- Installed base and installed base component - IBASE

• Trade promotion management (consumer products & life sciences)

- Agreement - AGREEMENTCRM

- Account default - ACCOUNTDEFAULTSCRM

- Fund usage header - CRM_FM_FU

- Fund usage item - CRM_FM_FU_ITEM

• Partner channel management - solution for high-tech

- Design registration - OPPORTUNITYCRM

- Ship and debit contracts - SALESCONTRACTCRM

- Resale order - RESALEORDER


You make the Customizing settings for this function in Customizing for Customer Relationship Management (CRM), under Basic Functions -> Access Control Engine

For these new objects, you will find test rules in Customizing under

.

Create Rules and test rights in Customizing under Create Rights

See also

. Do not use these to implement them in your productive system; instead, use them as templates to create your own rules and rights. Test rules and test rights begin with the prefix SAP_TEST.

For more information, see the main release note for business function Infrastructure and SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Basic Functions -> CRM Access Control Engine.

CRM_INF_1: Notes Enhancements (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Infrastructure (CRM_INF_1), you can use an HTML editor when creating and editing notes in the Notes

To switch on the formatting option, you have to make settings in Customizing in Customer Relationship Management, by choosing:

assignment block of CRM objects. The HTML editor gives you a simple range of formatting options for your notes texts such as bold and italic script, and left-and center-aligned text.

Basic Functions -> Text Management -> Define Text Format

.

CRM_INF_1: Simple Search (Enhanced) Use


• Status search

(CRM_INF_1) the simple search has been enhanced by the following features:

You can now enter language-dependent text in the search field, to search for the system status and user status of business objects. The same status text is displayed in the result lists as on the search result page. The status texts that are supported in the simple search are the same statuses that are used as search criteria in the advanced search of a business object. Example To start the simple search, you select All Objects in the search menu of the central search. If you now enter the status text Open or New

• Performance and memory optimization

in the search field, all business objects that use these statuses as search criteria in the advanced search, are found in the search and displayed in result lists on the search result page.

The integration of SAP CRM with Enterprise Search (ABAP) has been enhanced. To optimize performance and memory space during the search, the number of indexes in the SAP NetWeaver search engine has been reduced.

• Foreign relations support You can now model foreign relations to templates in the ES Modeling Workbench in more detail. For every foreign relation, you can now define an individual set of search attributes and search result attributes from the referenced foreign template. Search criteria and search result fields can now be better adapted to specific search use cases.

• Complete attribute overview You can now display all selected attributes of a business object template in the ES Modeling Workbench. This information is helpful when you are modeling a business object template, and want to see a list of all attributes that are relevant for the search. You can export this list using different file formats, for example a spreadsheet.

• Central search authorizations You can now define the visibility of business objects in the search menu of the central search, based on authorizations assigned to the individual user. The authorization check used for the central search is the same check that is used for the navigation bar.


To make the necessary Customizing settings, see Customizing for Customer Relationship Management, by choosing UI Framework -> Enterprise Search Integration

To use the configuration and administration tools, see SAP Easy Access Menu for Customer Relationship Management, by choosing

.

Architecture and Technology -> Enterprise Search Integration

.

CRM_INF_1: Rule Builder (Enhanced) Use


The rule builder's new graphical user interface, the

(CRM_INF_1), the rule builder has been enhanced to include a graphical user interface. The rule builder is also now available for real-time offer management.

rule flow

The rule flow environment is available for loyalty management.

environment, provides flowchart-style tools and drag-and-drop functionality. The existing method of creating rules using the rule table is still available; the rule flow environment has been added as an alternative. You should choose a rule environment before you start creating the rule, as you cannot switch between them after you have saved the rule.

Note: Users that do not have modification rights for the rule will have display rights for the rule flow environment.


The WebClient user interface has been updated to include the following:

• Rule Flow/Rule TableThis allows you to change rule creation environments.

toggle pushbutton

• Rule flow environment This is accessed using the Rule Flow

- Toolbar containing rule flow elements, delete and copy functions, a zoom slider, and display options for the canvas

pushbutton. It contains the following features:

- Canvas area to create the rule flow


You make the Customizing settings for this function in Customizing for Customer Relationship Management

•

, in the following activities:

CRM Cross-Application Components -> Rule Builder ->

• Marketing -> Marketing Planning and Campaign Management -> Real-Time Offer Management -> Real-Time Offer Management Integration

Define Rule Policy Types

See also

Release note CRM_RTOM_1: SAP Real-Time Offer Management (New)

Release note CRM_RTOM_1: Real-Time Offer Management Integration into CRM Marketing

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core


-> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Basic Functions -> Rule Builder

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Infrastructure

CRM_INF_1: Enterprise Search in Interaction Center by Integration of Interaction Record (New)

Use


In the

(CRM_INF_1), you can search for interaction records in the Interaction Center using the simple search.

Search menu, you can use the Activities option to search for interaction records. To search specifically for interaction records, you can specify further search criteria specific to the interaction record, such as Category. You can also enter keywords, IDs or free text in the search field, which will include other types of activity objects in the search. You can search for all fields that are available in Advanced Search, except for Date, Value, Currency, and Unit

The interaction record is now included in the search along with other business objects that belong to a business role.

.


To use the simple search, you have to install Search and Classification TREX 7.1 for SAP NetWeaver 7.01.


You make the Customizing settings for this function in Customizing for Customer Relationship Management in UI Framework

•

:

Technical Role Definition -> Define Central Search

•

Technical Role Definition ->

•

Define Layout Profile

Business Roles -> Under

Define Business Role Adjust Central Search Objects

See also

, you make objects that are used in the central search visible or not visible on business role level.

Release note

Release note

CRM_INF_1: Business Function Infrastructure (New)


CRM_INF_1: Application Extensibility in SAP Leasing and SAP Account Origination (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, you can enhance the following business objects in SAP Leasing and SAP Account Origination using the Application Enhancement Tool:

• FS business partner

SAP Leasing

• FS product (product type 07)

• Financing product (product type 03)

• FS quotation

• FS contract

• Multiple-asset contract Note: Before you can use the Multiple-Asset Contract business object, you have to activate the Performance Improvements (CRM_FS_PERF_1) business function.

• FS product (product type 07)

SAP Account Origination

• FS quotation

• FS business partner


Before you can use the Application Enhancement Tool to enhance the FS product, you have to assign the set type CRM_EXT_FS to the relevant product category in the transaction COMM_HIERARCHY. This set type contains the enhancement table that stores the new fields you have defined in the ABAP Dictionary.

Enhancement of FS Product

In the Application Enhancement Tool, select the following object part in which the new field will be available:

• Business object: FS product

• Description: FS product

• Context node: EXTENDEDFIELDSFS, PRODUCT

You can make the new field available on the user interface, either in the Details assignment block at product header level or in the Additional Fields assignment block.

Before you can use the Application Enhancement Tool to enhance the FS product, you have to assign the set type CRM_EXT_FIN to the relevant product category in the transaction COMM_HIERARCHY. This set type contains the enhancement table that stores the new fields you have defined in the ABAP Dictionary.

Enhancement of Financing Product (SAP Leasing Only)

In the Application Enhancement Tool, select the following object part in which the new field will be available:

• Business object: Financing

• Description: Financing product

• Context node: EXTENDEDFIELDSFIN, PRODUCT

You can make the new field available on the user interface, either in the Details assignment

block at product header level or in the Additional Fields

FS products and financing products are also supported as navigational objects. This means that you can create a new field (for example

assignment block.

Product ID) that automatically includes a navigational link to the corresponding object. This object can be an FS product or a financing product.

In the Application Enhancement Tool, select the object part in which the new field will be available:

Enhancement of FS Business Partner

• Business object: BUT000

• Description: Central details

• Context node: BUILHEADER

You can make the new field available on the user interface in the Details

Other object parts, for example

assignment block at header level.

Relationship Types, have also been enabled in the CRM standard system for extensibility.

In the Application Enhancement Tool, select the object part in which the new field will be available. The following object parts are supported:

Enhancement of FS Quotation and FS Contract

• Customer Header Data

•

(CUSTOMER_H)

Customer Item Data

•

(CUSTOMER_I)

Header

•

(ORDERADM_H)

Item

•

(ORDERADM_I)

Organizational Data

•

(ORGMAN)

Partner Data

•

(PARTNER)

Pricing Data

•

(PRICING)

Pricing Item and Result

•

(PRICING_I)

Payment Structure

•

(BTFS_007_10_EXT_LOAN_COND_SET)

Payment Schedule

•

(BTFS_017_10_EXT_LOANPAYMEN_SET)

Results

•

(BTFS_019_10_EXT_LOAN_RESULT )

Third-Party Business Relationships

•

(BTFS_DRM_1O_EXT_SET)

Working Day Calendar

•

(BTFS_WORKCAL_10_EXT)

Options

•

(CRMT_FS_OPTAS_EXT)

One-Time Tax and Fee Types (CRMT_FS_TAXAR_EXT)

FS Quotation and FS Contract

are also supported as navigational objects.

In the Application Enhancement Tool, select the object part in which the new field will be available. The following object parts are supported:

Enhancement of Multiple-Asset Contract

• Customer Header Data

•

(CUSTOMER_H)

Customer Item Data

•

(CUSTOMER_I)

Object Container (FS_OBJCONT_10_EXT) Before you can use the new fields of the object container FS_OBJCONT_10_EXT in the multiple-asset contract process to generate single contracts and objects, you have to

create similar fields for these objects in the Application Enhancement Tool. Then, to map the object container to the contract you must define the respective object using the correct BAdIs. See Customizing for Customer Relationship Management under Financial Services -> Settings for Multiple-Asset Contracts -> Business Add-Ins

•

.

Header

•

(ORDERADM_H)

Item

•

(ORDERADM_I)

Organizational Data

•

(ORGMAN)

Partner Data

•

(PARTNER)

Pricing Data

•

(PRICING)

Pricing Item and Result


(PRICING_I)

Before you can use the Application Enhancement Tool, you have to activate the Infrastructure (CRM_INF_1) business function and the switch CRM_MD_PRO_EXTENSIBILITY contained therein under SAP Customizing Implementation Guide -> Activate Business Functions

See also

.

For more information about the Application Enhancement Tool in SAP CRM, see:


CRM_INF_1: Application Enhancement Tool (Enhanced)

http:/help.sap.com/crm-core under SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Basic Functions -> UI Framework and Configuration ->

For more information about the

Application Enhancement Tool

Infrastructure (CRM_INF_1) business function, see SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core under SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Infrastructure

.

CRM_INF_1: SAP Account Origination, Simple Search (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, you can use the simple search based on SAP NetWeaver Enterprise Search on the WebClient UI to search for business objects.

The system supports the simple search in the user role of FS Sales Manager

• Activities

(FSAO_MANAGER) for the following business objects:

• Campaigns

• Cases

• Contacts

• Employees

• FS business partners

• FS products

• FS quotations

• Leads

• Objects

• Products


If you want to use the product types 03 (Financing) and 07 (Financial Service), you must re-index the Enterprise Search connector for the product templates PROD_ALL and CRM_PRODUCT in the NetWeaver Enterprise Search administration cockpit in case you have already used these product templates in an earlier release for the product types 01 (Material) and 02 (Service).


• Before you can use the simple search, you have to activate the business function Infrastructure (CRM_INF_1) in Customizing under SAP Customizing Implementation Guide -> Activate Business Functions

• To display the column containing the concatenated

.

Status and System Status in the simple search for SAP Account Origination in the business object FS Quotation, the switch CRM_1O_STATUS_1 (CRM OneOrder Concatenated Status) must be activated in the business function Infrastructure

• If you have defined customer-specific transaction types, you must specify in Customizing which business objects are to be supported by the simple search. To do this, you must change the standard entries under

(CRM_INF_1).

Customer Relationship Management -> UI Framework -> Technical Role Definition -> Define Central Search

See also

.

For more information about the simple search in SAP CRM, see the following release notes:

• CRM_INF_1: Business Function CRM Infrastructure (New)

•

, CRM_7E1_CRM_INF_1_BF


• SAP CRM 7.0:

CRM_7E1_CA_WUI_ES, CRM_INF_1

Simple Search (New)

For more information about Enterprise Search, see SAP Library under

CRM_70_FRW_SEARCH

SAP Business Suite ->

SAP Customer Relationship Management -> Components and Functions -> Basic Functions -> UI Framework and Configuration for User Interface (UI) -> Enterprise Search Integration

.

CRM_INF_1: SAP Leasing: Simple Search (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, you can use the simple search based on SAP NetWeaver Enterprise Search on the WebClient UI to search for business objects.

The system supports the simple search in the user role of Leasing Manager

• FS business partners

(LEASING) for the following business objects:

• Contacts

• Employees

• FS products

• Products

• Service products

• Objects

• Leasing quotations

• FS quotations

• Leasing contracts

• FS contracts

• Multiple-Asset contracts Note: Before you can use the business object Multiple-Asset Contract, you have to activate the business function Performance Improvements

• Service orders

(CRM_FS_PERF_1).

• Billing documents


If you want to use the product types 03 (Financing) and 07 (Financial Service), you must re-index the Enterprise Search connector for the product templates PROD_ALL and CRM_PRODUCT in the NetWeaver Enterprise Search administration cockpit in case you have already used these product templates in an earlier release for the product types 01 (Material) and 02 (Service).


• Before you can use the simple search, you have to activate the business function Infrastructure (CRM_INF_1) in Customizing under SAP Customizing Implementation Guide ->

• To display the column containing the concatenated

Activate Business Functions.

Status and System Status in the simple search for SAP Account Origination in the business object FS Quotation, the switch CRM_1O_STATUS_1 (CRM OneOrder Concatenated Status) must be activated in the business function Infrastructure

• If you have defined customer-specific transaction types, you must specify in Customizing which business objects are to be supported by the simple search. To do this, you must change the standard entries under

(CRM_INF_1).

Customer Relationship Management -> UI Framework -> Technical Role Definition -> Define Central Search

.

See also

For more information about the simple search in SAP CRM, see the following release notes:

•

•

CRM_INF_1: Business Function CRM Infrastructure (New)

• SAP CRM 7.0:


For more information about Enterprise Search, see SAP Library under

Simple Search (New)

SAP Business Suite -> SAP Customer Relationship Management -> Components and Functions -> Basic Functions -> UI Framework and Configuration for User Interface (UI) -> Enterprise Search Integration

.

Business Function Performance and Large Contracts CRM_PERFORMANCE: Business Function Performance and Large Contracts (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Performance and Large Contracts

Large service contracts benefit most from the performance improvements, in particular contracts with thousands of items. The performance improvements are achieved by a reduced data volume and a reduced load on application services.

(CRM_PERFORMANCE) is available. You can use this business function to improve system performance during processing of sales and service orders and contracts. The business function makes processing faster for transactions containing a large number of items.

For information about the performance-improving features of this business function, see the following release notes:

• CRM_PERFORMANCE: Item List: Large Transaction Mode and Search (New)

•

•

CRM_PERFORMANCE: Billing Request Lines (New)

CRM_PERFORMANCE: Asynchronous Updates (New)

•

The business function also includes features for customers using

CRM_PERFORMANCE: Performance-Optimized Pricing (New)

SAP Intellectual Property Management

•

. For more information, see the following release notes:

•

CRM_PERFORMANCE: Enhanced Distribution Concept (New)

In addition to the above features, system performance is improved for processing of various business transactions. The performance increase varies from scenario to scenario.

CRM_PERFORMANCE: Contract Tree Enhancements (New)

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Performance and Large Documents

CRM_PERFORMANCE: Item List: Large Transaction Mode and Search (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Performance and Large Contracts

Performance-Enhanced Item List Modes

CRM_PERFORMANCE), the following features enable business users to work faster with business transactions containing a large number of items:

The following modes are available:

• Large transaction mode (for service contracts and service contract quotations) In large transaction mode, the item list in the Items assignment block has a predefined size on the UI. The list can consist of multiple pages, depending on the number of items selected. The system only retrieves a full set of data to the UI layer (business object layer) for the items that are visible on the currently-displayed page of the Items

• Item list empty (available for sales orders)

assignment block.

In sales orders, the item list is initially empty if a predefined threshold value is exceeded, and business users must perform a search to fill the list.

Item Search

An item search is available for service contracts, service contract quotations, and sales orders, enabling business users to search for a subset of items. Item search criteria are displayed at the top of the Items assignment block. Users can include subitems and higher-level items in the item search result by selecting the search criterion Related Items and the value Yes


.

• You control the availability of the item search and large transaction mode for a business user by setting parameters for function profiles in Customizing for Customer Relationship Management, under Transactions -> Basic Settings -> Item List Mode and Item Search -> Activate Item Search and Define Threshold for Item List ModeIf you want to add further criteria to the item search, a Business Add-In

. BAdI:

Enhancements for Item Search and Item List (Large Transaction Mode)

• You assign function profiles to business roles in Customizing for

is available.

Customer Relationship Management, under UI Framework -> Business Roles -> Define Business Role

• If you want to enable the item search for sales orders to search for the net value of items, you need to activate the secondary index NV (

.

Secondary Index for NET_VALUE field

In transaction SE11 call up the table and choose

) in the database table CRMD_PRICING_I.

Indexes. Select the index and select the radio button Index on all database systems or For selected database systems

Note: If you want to implement the performance-enhanced item list for service contracts (including service contract quotations and service contract templates) you need to adjust the configuration of the service contract overview page (UI component BT112H_SC, view BT112H_SC/OVViewSet). You need to use view ItemListVS as the item list view for all configurations of the view BT112H_SC/OVViewSet. This adjustment may require business users to make their personalization settings again for this view.

.

CRM_PERFORMANCE: Asynchronous Updates (New) Use


Asynchronous update is available for transaction types that are configured on the basis of the following business objects (transaction categories):

(CRM_PERFORMANCE), updates of transaction data in the database take place asynchronously, thereby improving system performance. Database updates that are triggered by a business user saving are executed as soon an update process is available on the server. In the meantime business users can continue working with the application.

• BUS2000108 Note: Asynchronous updates are only enabled for transaction types for which deduplication is not active, since the duplication check requires the database to always be up-to-date.

Lead

• BUS2000111

• BUS2000112

Opportunity

Service Contract

• BUS2000115

(service contracts, service contract quotations)

Sales

• BUS2000116

(sales orders, quotations)

Service Process

• BUS2000120

(service orders, service order quotations, package quotations)

• BUS2000121

Complaints

• BUS2000223

Sales Contract

CRM Service Request

If an error occurs during saving, an e-mail can be sent to the inbox of the relevant user.

(service requests, incidents)

Until a business transaction has been fully saved to the database, it is not possible for business users to create a follow-up transaction from it, or to copy it.


To enable e-mails to be sent to users if there are problems with saving, you need to specify the user and the relevant e-mail address in transaction SO36.

CRM_PERFORMANCE: Billing Request Lines (New) Use


Rather than generating a billing request item in each settlement period, as a subitem of each billable item, the system generates one billing request

(CRM_PERFORMANCE), a new technique is available for periodic billing. This technique improves system performance during editing of contracts (for which periodic billing is applicable). In particular, performance is improved for contracts with a large number of items (although it is also improved, but to a lesser extent, for contracts with fewer items).

line within each item in each settlement period. Billing request lines can be processed significantly faster than billing request items.

• Billing request lines are only supported for periodic billing plans, not for milestone billing plans.

Note

• Billing plan horizons are not supported when using billing request lines.

• If you are using SAP CRM for the settlement of billing request lines, the following billing functions are not available:

- Intercompany billing

- Supplementary billing

- Invoice split based on conditions


In SAP CRM, billing request lines can be used in parallel with billing request items; you can begin using the new technique for new business transactions while existing transactions use the old technique. You need to define a new item category to use the new technique (see "Customizing" below).

The following Business Add-Ins (BAdIs) are available to enable you to implement customer-specific functionality for billing request lines, and replace existing BAdIs that are designed for billing request items

•

:

BAdI: Grouping of Billing Request Lines (replaces BAdI: Grouping of Billing Request Items

•

)

BAdI: Create/Change Billing Request Lines (replaces BAdI: Additional Fields in Billing Request Item


)

If you use SAP CRM for billing, the following functions are available:

• Program /1BEA/R_CRMB_BD_ARCH_POST_LB

• Transaction

, which enables you to delete superfluous billing request lines from the database after archiving of billing documents.

Reject Incomplete Billing Due List (on SAP Easy Access screen under Sales/Service -> Billing

Incomplete items only occur if the contract is shortened, affecting a previously settled period.

), which enables you to reject a settled billing due list item without rejecting the relevant contract item.


You need to make the following settings in Customizing for Customer Relationship Management

• Define a new item category for which billing request lines will be used. The item category must have the object type BUS2000137 (

:

CRM Service Contract Item) and business

transaction category BUS2000115 (SalesYou do this under

). Transactions -> Define Item Categories. In the Scheduled Bill. field,

select Billing Request Line Billing

- Select

and set the billing relevance as follows:

Billing After Contract Release

- Select

if you are using SAP CRM billing.

External BillingThe following Customizing settings are predefined by SAP for use with billing request lines:

if you are using SAP ERP billing.

- Transaction types SC1 and SCQ1

- Item categories SCN1 and SCQ1 When you activate the business function Performance and Large Contracts

- Transaction types SC and SCQ

(CRM_PERFORMANCE), the following transaction types are deactivated:

- Item categories SCN and SCNQ

• Update item category determination setting to include the new item category (under Transactions -> Basic Settings -> Define Item Category Determination

• Enable performance-optimized pricing for the relevant transaction type under

).

Basic Functions -> Pricing -> Pricing in the Business Transaction -> Performance-Optimized Condition Processing and Pricing ->Enable Performance-Optimized Condition Processing and Pricing

If you are using SAP CRM for billing, you also need to do the following:

.

• Activate the feature Scheduled Billing Without Request Items (under Billing -> Configure Application

• Update billing item category determination in billing to include the new item category (under

).

Billing -> Item Category DeterminationYou can use the existing billing item category FAPF (

). Billing Req. Item - Billing Plan

If you are using SAP ERP for billing, you need to implement SAP Note 1397805.

) for billing request lines.

CRM_PERFORMANCE: Performance-Optimized Pricing (New) Use


• BUS2000112

(CRM_PERFORMANCE), system performance during pricing is optimized by the functions described below. These functions are available for transaction types that are configured on the basis of the following business objects (transaction categories):

Service Contract

• BUS2000115


Sales

• BUS2000116


Service Process

• BUS2000121


• BUS2000231

Sales Contract

• BUS2000230

License Acquisition Contract

License Sales Contract

• BUS2000232

• BUS2000308

License Usage Confirmation

• BUS2000114

Financial Services Main Contract CRM

New Pricing Interface

CRM Financing Contract

A new technical interface between business transaction and pricing engine improves system reaction time during editing of transactions. Configurable mapping between the transaction fields and condition fields allows you to set up pricing so that the system only calls the pricing engine for pricing-relevant changes, based on the transaction's pricing procedure. You activate the new pricing interface for individual transaction types.

You can continue to use the old pricing interface after you have activated the business function Performance and Large Contracts (CRM_PERFORMANCE). Conversion to the new pricing can require some configuration effort and the reimplementation of Business Add-Ins (BAdIs), and should only be made after detailed analysis.

Note:

Delayed Cross-Item Pricing

Before actively using performance-optimized pricing, we recommend that you perform regression testing to check price calculations.

You can enable business users to delay price calculations that require aggregated cross-item data (calculations where group conditions apply). By doing this they can improve system reaction time during editing of transactions, in particular transactions with a large number of items. The following are examples of cross-item pricing calculations:

• Taxes based on the gross transaction value

• Discounts and surcharges based on the total value of multiple items value (for example, total weight)

• Distribution of rounding differences

Processing of structure conditions and manually-entered header conditions is also delayed.

Business users can switch cross-item pricing on and off with the option More -> Disable Cross-Item Pricing / Enable Cross-Item Pricing (however, this option is not available with SAP Intellectual Property Management). When the user enables cross-item pricing again or saves the transaction, cross-item pricing takes place if necessary, that is, if price data is not up-to-

date.

When cross-item pricing is disabled, the following apply:

• Price totals are not displayed in the transaction when a pricing-relevant change is made.

• On transaction header level, price conditions (Prices assignment block) and data in the Price Details


assignment block cannot be changed.

When you convert to performance-optimized pricing, you must reimplement your BAdIs (see "Effects on Customizing"). When you reimplement your BAdIs, you must ensure that you obtain the same result.


To override the default setting (cross-item pricing active) for a user, set the user parameter CRM_DIS_CROSSITM_PRC to X

New Pricing Interface

. Cross-item pricing is disabled for all transactions displayed by this user, unless the user manually enables it again using the menu option on the UI.

You make settings for the new pricing interface in Customizing for Customer Relationship Management under

A default assignment of standard transaction fields to standard condition fields is defined in the standard system in the activity

Basic Functions -> Pricing -> Pricing in the Business Transaction -> Performance-Optimized Condition Processing and Pricing.

Display System Default Mapping of Condition Fields. If you have created customer-specific transaction or condition fields in the activity Maintain Field Catalog, you assign these in the activity Define Customer-Specific Mapping of Condition Fields

The BAdIs in the above Customizing section replace the BAdI CRM_COND_COM_BADI (which is located under

. You can also change the assignment of standard transaction fields and conditions here. The configuration you make here overrides the default assignment.

Customer Relationship Management -> Basic Functions -> Pricing -> Define Settings for Pricing -> Adopt User-Defined Fields

The new pricing interface does not support the following BAdIs, in addition:

).

• CRM_COND_COM_MULT

• CRM_CONFIG_GRID_PRICE

• CRM_PRIDOC_NAMEVALUE

• CRM_PRIDOC_GRP_PROC (only method MAIN_ITEM_PRICING is not supported)

• CRM_PRIDOC_COM_BADI

• TAX_PARTNER_SELECT

You make settings for performance-optimized pricing in Customizing for

Note for Leasing:

Customer Relationship Management -> Financial Services -> Basic Functions -> Performance-Optimized Condition Processing and Pricing.

The standard system contains new, performance-optimized pricing procedures. Before you can use the new pricing interface, you must assign the performance-optimized pricing procedure to your sales organization under

This section contains some activities with Leasing-specific Customizing fields.

Customer Relationship Management -> Basic Functions -> Pricing -> Pricing in the Business Transaction -> Determine Pricing Procedures

In addition making the Customizing settings described above, you need to check your search

.

strategies for customer-specific settings. Search strategies are used in the activities in which you define the mapping of condition fields (Define Customer-Specific Mapping of Condition Fields and Display System Default Mapping of Condition Fields). It is therefore important to check the completeness of the search strategies used with regard to customer-specific entries (such as item categories). If, for example, the customer-specific item categories are not assigned to a search strategy, we cannot guarantee that pricing will function correctly. We recommend you use the standard Customizing as a template: Customer Relationship Management -> Financial Services -> Basic Functions -> Cross-Item Functions -> Define and Assign Search Strategies -> Steps: Define Search Strategy and Override Default Assignment of Search Strategy

Delayed Cross-Item Pricing

.

You make settings for cross-item pricing under Customer Relationship Management -> Basic Functions -> Pricing -> Pricing in the Business Transaction -> Performance-Optimized Condition Processing and Pricing -> Enable Performance-Optimized Condition Processing and Pricing

.

CRM_PERFORMANCE: Enhanced Distribution Concept (New) As of SAP enhancement package 1 for SAP CRM 7.0, business function Performance and Large Contracts


(CRM_PERFORMANCE), an alternative concept that enhances performance is available for the distribution of costs and revenues in license contracts. In this concept, the billing plan functionality is not used for distribution and billing request items (BRIs) are not required. The set IPM_REVDIST is used to store the distribution data in the contract.

The existing distribution concept is still supported but does not benefit from any performance improvements.

SAP does not provide a migration path to the new function for contracts that were created with the old distribution concept.


The administrator can activate the new solution for cost and revenue distribution at the contract item category level.


SAP delivers the following item categories as examples:

• IPM Acquisitn: Rghts+Royalties Item LD

•

(IEN1)

IPM Sales Rights+Royalties Item LD

(In the above, LD = Lean distribution.)

(IVN1)

To create your own item categories, make the following Customizing settings:

4. Create your new item category Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Define Item Categories

5. Make the settings for item category determination in the contract

.

Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Define Item Category Determination

6. Make the settings for copying control

.

Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Copying Control for Business Transactions -> Define Copying Control for Item CategoriesCustomizing for

. Customer Relationship Management under Transactions -> Basic

Settings -> Copying Control for Business Transactions -> Define Item Category Determination When Copying

7. Assign billing plan (Optional)

.

This is only required when you need a billing plan (for example, for installments). Customizing for Customer Relationship Management under Customer Relationship Management -> Transactions -> Basic Settings -> Billing Plan -> Assign Billing Plan Type to Item Category

8. Activate the distribution functionality for the item category

.

Customizing for Customer Relationship Management under Industry-Specific Solutions -> Intellectual Property Management -> Transactions -> Settings for IPM Transactions -> Define Settings for IPM Item CategoriesEnsure the

. Distr.Rel.

9. Make the settings for billing the item category

indicator is set.

Customizing for Customer Relationship Management under Industry-Specific Solutions -> Intellectual Property Management -> Billing and Settlement -> Item Category Determination -> Assign Item Categories.

CRM_PERFORMANCE: Contract Tree Enhancements (New) Use


The

(CRM_PERFORMANCE), you can specify the number of main intellectual properties (IPs) displayed in the contract hierarchy at a given time. This speeds up the loading of the contract as fewer IPs are displayed in the contract hierarchy.

Position IP pushbutton allows you to search for any IP in the contract. This button differs from the existing Position

A Customizing activity allows you to change the number of main IPs to be displayed per page and also the threshold number (the number of main IPs a contract must have for this feature to be activated).

pushbutton as the latter finds a given string within the currently displayed hierarchy.


Make the settings in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Media -> Intellectual Property Management -> Transactions -> Settings for IPM Transactions -> Define Paging for Contract Tree.

Business Function Enlarged Text Area and Filters in Text Log CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP07)

Use

The business function Enlarged Text Area and Filters in Text Log (CRM_TM_1) is available as of the following releases:





• New assignment block You can display the new assignment block

Text Text

- Incident / Service Request

on the overview pages of the following business objects:

- Problem

- Request for Change

- Service Order

- Opportunity

- Account

- Campaign

- Knowledge Article Recommendation: For knowledge articles, hide the Language field in the Text assignment block as it already exists in the Details

Previously, you could enter texts in the

assignment block. This is the only place where you can select a different language.

Details assignment block, under Notes

- You can select by

, for example. However, this text field is very small and does not provide enough features to manage texts. The new assignment block provides you with the following features:

Text Type

- You can change the display size of the text field.

.

- You can format the text.

- You can insert a standard text, a text as a reference, or variables. Recommendation: If you display the new assignment block, we recommend that you use the configuration to hide the area where you can enter text in the Details

• New assignment block

assignment block on the overview page.

You can display the new assignment block Text Log

Text Log

However, the assignment block is only displayed once you have specified in Customizing that changed data can also be logged in the

on the overview pages of the business objects listed above.

Text LogThe new assignment block provides you with the following features:

when you enter texts.

- You can select by Text Type

- You can change the display size of the text field.

.


Display the new assignment blocks and hide the area where you can enter texts in the Details assignment block on the overview page. For more information, see the how-to guide in SAP Note 1650347, section 4 Change Configuration


.

You make the settings for this business function in Customizing for SAP Customer Relationship Management under Basic Functions -> Text Management

•

in the following activities:

Use this Customizing activity to switch on the text formatting option for specific text types you create in the

Define Text Format

Text assignment block of business objects. You can switch between plain text- and HTML editors. Note: This Customizing activity is only available if the business function Infrastructure

•

(CRM_INF_1) has been activated.

To display the Define Text Determination Procedure

Text Log

a) Select a text object, for example CRM_ORDERH

assignment block, see the following example:

b) Select a procedure, for example IT000001

c) Choose the dialog sub structure

d) Choose

Definition of Procedure

R - Display Log in the field Changes for example for the text type S005 - Log

Note: If you are using a text determination procedure in which the value R - Display Log is not available for any text type, the Text Log assignment block is not displayed. By selecting the value R - Display Log

See also

for a text type, you define this text type as a log.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core701 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Enlarged Text Area and Filters in Text Log

• SAP Note: 1628926

.

• If you want to display the new assignment block for other business objects, see SAP Note 1650347.

Business Function Integration of SAP StreamWork with SAP CRM CRM_SWI_1: Integration of SAP StreamWork with SAP CRM (New for SP08)

Use

The business function Integration of SAP StreamWork with SAP CRM


(CRM_SWI_1) is available as of the following releases:


The business function Enable SAP StreamWork ABAP Integration

You can use this business function (CRM_SWI_1) from the following SAP CRM business objects (BO) to create activities and view feeds in SAP StreamWork:

(BC_SRV_STW_01) is a prerequisite for using this business function.

• Opportunities

• Sales quotation

• Accounts (corporate account and individual account)

To do so, the new assignment blocks SAP StreamWork Activities and SAP StreamWork Feeds are available to you in these BOs. The new assignment block SAP StreamWork Feeds


is also available on the homepage.

• When creating SAP StreamWork activities from SAP CRM, you can invite participants, define the privacy of the activity and upload attachments that are assigned to the respective BO.

• Once you have created an activity, you can create the following additional items for the activity in SAP CRM:

- Text items

- Files that are assigned to the respective BO as an attachment

- Files that you can upload from the file system

• You can navigate to SAP StreamWork from the activity you have created in SAP CRM.

• You can subsequently assign existing SAP StreamWork activities that you have created or in which you are a participant to a BO.

• The system displays feeds from SAP StreamWork as follows:

- In a BO, in the assignment block You can view feeds for activities that are assigned to this BO and in which you are a participant here.

SAP StreamWork Feeds

- On the homepage, in the assignment block The assignment block summarizes the details about activities that you own or participate in and shows you feeds for persons that you follow. The assignment block shows all actions that have been performed in the activities to which you have access, enables you to monitor the progress of each activity, without having to open each one individually to check for updates.

SAP StreamWork Feeds

Note: The functions described above are available to you regardless of the business role


that you use to log on to the system. The following roles are supported: Sales Professional, Service Professional, Marketing Professional and IT Service Professional.

You make the Customizing settings for this function in Customizing for Customer Relationship

Management under CRM Cross-Application Components -> SAP StreamWork Integration and in Customizing for SAPNetWeaver under Application-Specific Server Settings

See also

.

• SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm703 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Basic Functions and Performance -> Integration of SAP StreamWork with SAP CRM

• SAP Note 1670669 (StreamWork: Security Aspects of the ABAP Integration Library)

.

Sales and Service

Business Function Sales and Service CRM_SLS_SRV_1: Business Function Sales and Service (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Sales and Service


(CRM_SLS_SRV_1) is available.

• CRM_SLS_SRV_1: Replacement Business Add-Ins for Business Transaction (New)

•

•

CRM_SLS_SRV_1: Asynchronous Updates (New)

•

CRM_SLS_SRV_1: Display of Price Totals in Service Order and Contract (Enhanced)

•

CRM_SLS_SRV_1: UI Enhancements for Pricing and Conditions (Enhanced)

•

CRM_SLS_SRV_1: Rule-Based Dispatching (New)

•

CRM_SLS_SRV_1: Population of Account ID in F4 help in Activities (Enhanced)

•

CRM_SLS_SRV_1: Opportunity Graphical Buying Center (Enhanced)

•

CRM_SLS_SRV_1: Installed Base Processing (Enhanced)

•

CRM_SLS_SRV_1: Determination of Business Partners in ERP Sales Orders (New)

CRM_SLS_SRV_1: Inbound Warranty Claim and Outbound Warranty Claim (New)

•

CRM_SLS_SRV_1: Prediction of Service Parts and Service Duration (New)

•

•

CRM_SLS_SRV_1: Credit Check (Enhanced)

•

CRM_SLS_SRV_1: Tree View for Product Proposal (Enhanced)

•

CRM_SLS_SRV_1: Time Recording (New)

•

CRM_SLS_SRV_1: Transfer of Notes for Billing Documents to Integrated Applications (New)

CRM_SLS_SRV_1: Intercompany Payables in Intercompany Billing (New)

•

CRM_SLS_SRV_1: Delivery-Related Billing for TPOP Sales Orders (New)

•

•

CRM_SLS_SRV_1: Intercompany Billing for Intercompany TPOP Sales Orders (New)

•

CRM_SLS_SRV_1: Billing for Returns in Stock Transfer Process (New)

•

CRM_SLS_SRV_1: Tax Audit Support with Data Retention Tool Extended (DARTX) for SAP CRM (New)

•

CRM_SLS_SRV_1: Conversion of Expired Currencies in Billing (New)

•

CRM_SLS_SRV_1 : Billing Localization (Enhanced)

•

CRM_SLS_SRV_1: Tax Processing Localization (New)

•

CRM_SLS_SRV_1: Product Search and RTOM Offer List in the IC (Enhanced)

•

CRM_SLS_SRV_1: Product Search in the IC (Enhanced)

•

CRM_SLS_SRV_1: New UI for Lean Items in Provider Order in Interaction Center and Dealer Application for Telecommunications (New)

CRM_SLS_SRV_1: Account Quick Create and Search Improvements (Enhanced)

•

•

CRM_SLS_SRV_1: Real-Time Offer Management Integration into Telco Interaction Center

•

CRM_SLS_SRV_1: Service Resource Planning (Enhanced)

•

CRM_SLS_SRV_1: Territory Management (Enhanced)

CRM_SLS_SRV_1:

See also

ERP Transactional Data on Account Overview Page (New)

For more information, see SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Sales and Service

CRM_SLS_SRV_1: Replacement Business Add-Ins for Business Transaction (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service (CRM_SLS_SRV_1), the following Business Add-Ins (BAdIs) are available within the Enhancement Framework of SAP NetWeaver Application Server ABAP. You have the option to use the new BAdIs in place of the existing, classic BAdIs, to improve system performance.

CRM_BTX_EXTENSIONS CRM_BTX_EXTENSIONS_NEW (enhancement spot

CRM_BTX_EXTENSIONS_SPOT)

Classic BAdI New BAdI

CRM_ORDER_FIELDCHECK CRM_ORDER_FIELDCHECK_NEW (enhancement spot

CRM_ORDER_FIELDCHECK_SPOT)

The logic of the new BAdIs is the same as that of the classic BAdIs.


If you have previously implemented the classic BAdIs listed above and want to use the new BAdIs, you need to do the following:

• Recreate your implementations of the classic BAdIs by copying their logic to new implementations for the new BAdIs.

• Deactivate existing implementations of the classic BAdIs.

If you have previously implemented the classic BAdIs and do not want to use the new BAdIs, no action is necessary; the system continues to process your existing implementations.


You can find the new BAdI definitions in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Business Add-Ins:

BAdI: Extensions in Business Transaction

BAdI: Field Selection

CRM_SLS_SRV_1: Asynchronous Updates (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service

Asynchronous update is available for transaction types that are configured on the basis of the following business objects (transaction categories):

(CRM_SLS_SRV_1), updates of transaction data in the database take place asynchronously, thereby improving system performance. Database updates that are triggered by a business user saving are executed as soon an update process is available on the server. In the meantime business users can continue working with the application.

• BUS2000108 Note: Asynchronous updates are only enabled for transaction types for which deduplication is not active, since the duplication check requires the database to always be up-to-date.

Lead

• BUS2000111

• BUS2000112

Opportunity

Service Contract

• BUS2000115


Sales

• BUS2000116


Service Process

• BUS2000120


• BUS2000121

Complaints

• BUS2000223

Sales Contract

CRM Service Request

If an error occurs during saving, an e-mail can be sent to the inbox of the relevant user.

(service requests, incidents)

Until a business transaction has been fully saved to the database, it is not possible for business users to create a follow-up transaction from it, or to copy it.

Note for Interaction Center WebClient: As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service (CRM_SLS_SRV_1), transaction data is automatically updated asynchronously when a business user clicks End


.

To enable e-mails to be sent to users if there are problems with saving, you need to specify the user and the relevant e-mail address in transaction SO36.

CRM_SLS_SRV_1: Display of Price Totals in Service Order and Contract (Enhanced)

Use


• Service order

(CRM_SLS_SRV_1), price totals are displayed in the details (header level data) of the following business transactions:

• Service order quotation

• Service contract

• Service contract quotation

By displaying the price totals in the transaction details instead of the Pricing Totals


assignment block, you can improve system performance when transactions are edited.

In order to improve system performance, you need to remove the Price Totals assignment block from your standard configuration in the UI Configuration Tool. The Gross Value field appears automatically in the transaction details. If you want to display the Tax Value

field, you need to add this field to the configuration for the transaction details.

CRM_SLS_SRV_1: UI Enhancements for Prices and Conditions (Enhanced) Use


Pricing Trace

, you can access information about prices and the condition rates used to calculate these prices, directly from a business transaction, such as a sales order.

With the pricing trace (or "condition determination trace"), your business users can understand how the pricing result of an item was determined by the system. This can help sales and service professionals to resolve disputes about prices, taxes, or rates. Additionally, system administration can use the pricing trace to analyze the determination process from a technical point of view.

You can view the pricing trace by clicking the button Trace in the Prices or the Price Details

Link to Condition Rate from Item Overview Page

assignment block on the item overview page. In the trace view, you can use a toggle button to either display the system keys of the condition records, or the names used on the user interface. There are indicators for manually changed conditions, statistical conditions, and the status of a condition record.

In the Prices assignment block on the item overview page, you can display the condition rate by clicking the link in the columns Price Element or Price Element ID

This allows you to see the details of the condition rate that was used to calculate the current price, such as the validity period, or scales, if available. Note that by using the link in the business transaction, you can only display the condition rate; it is not possible to change the condition rate directly from a business transaction.

.

Note that the assignment block may have a different name, according to the area you work in: For example, in service transactions, the assignment block is called Price Details


.

The condition trace has been available for reimbursement rates in claims management for the business role Channel Manager


as of SAP CRM 2007 SP03. Now, the function is available for all items that use condition technique to calculate prices and rates.

So that a user can view the pricing trace, you need to set the parameter PRC_TRACE in the user profile of that user.

Note that in the standard delivery, the pricing trace is not available for the CRM business role Partner Manager

, as channel partners are usually not supposed to see all the details of a price calculation.

CRM_SLS_SRV_1: Rule-Based Dispatching (New) Use


Previously, rule-based dispatching for service orders was available in the interaction center (IC WebClient) and in the WebClient UI, using rule policies in the e-mail response management system (ERMS). When users choose the

, you can use rule-based dispatching for a wider array of transaction types.

Dispatch

This option is now also available in the WebClient UI for the following transaction types:

button, rule-based dispatching uses defined rule policies to forward a service order to a specific employee for processing.

- Service order quotation

- Complaint, in-house repair, and return

- Service confirmation

- Service contract and service contract quotation

- Product service letter

- Service agreement

- Inbound and outbound warranty claim

Additionally, the attributes that were available for rules processing have been enhanced.


To use this function:

10. You check or make the Customizing settings for this function in Customizing for Customer Relationship Management

-

, in:

Here, you can see the attributes for the newly created Define Repository

Service Documents (SRV_DOC) context. The action ROUTE with the Action Service ID AH_ROUTE_TO_ORG

-

is assigned to forward the transaction to an employee or organizational unit according to the action parameters.

Here you can see the new profile Define Service Manager Profiles

SAP_SRV_DISPATCH with the context SRV_DOC

-

.

For all of the transaction types listed in the Assign Dispatching Rule Profile to Transaction Types

Use section, assign the value SAP_SRV_DISPATCH in field Service Manager Profile ID, so that the Dispatch

11. Create a rule policy in the WebClient UI in role SERVICEPRO under

button appears in these transactions.

Service Operations -> Rule Policy and choose the Service Documents

12. Return to Customizing activity

(SRV_DOC) context.

Define Service Manager Profiles and assign the rule policy that you created to the SAP_SRV_DISPATCH service manager profile under Properties. In the Property ID field, enter POLICY and in the Property Value

See also

field, enter your rule policy name.

For more information, see the main release note for business function Sales and Service and SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Interaction Center -> E-Mail Response Management System.

CRM_SLS_SRV_1: Population of Account ID in F4 Help in Activities (Enhanced) Use


When you enter a partner function of category

, the following has been enhanced:

Contact Person on the Attendees or Parties Involved assignment blocks for an interaction log or appointment, the Account ID field is automatically pre-filled in the input help for the Name field, provided you have already entered this under

If you have not specified an account in the activity details, the

Details.

Account ID

You can also remove the account ID if you wish to add a contact person related to another account.

field in the input help remains empty.

See also

For more information, see SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Sales -> Activity Management -> Activity Processing -> Partners in Activities.

CRM_SLS_SRV_1: Opportunity Graphical Buying Center (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service (CRM_SLS_SRV_1), you can use the Flex user interface in the graphical buying center to visualize the network on the customer side, in the context of an opportunity or an account.

The target group for the graphical buying center is sales professionals. It helps sales professionals to increase their efficiency and effectiveness.

Customer networks are visualized in a chart area as a set of contact boxes with links connecting them. The contact boxes and relationships are scalable and editable, and can be moved within the chart area by drag and drop. Sales professionals can also attach notes to contacts via drag and drop.

Additionally, the graphical buying center offers tools such as Details

Underneath the graphical buying center, there is a briefing card, which displays information for the sales professional when he or she selects an object from the graphic. It is possible to switch the briefing card on or off.

, where, for example, a sales professional can mouse-over a contact or a relationship to see all the details displayed. There is also a navigation tool, which presents the buying center to the user in a minimized visualization to obtain an overview, for example, of complex buying centers.

CRM_SLS_SRV_1: Installed Base Processing (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service (CRM_SLS_SRV_1), the following features are available on the Installed Base

• Display past version

page:

You can display a snapshot of an installed base or an installed base component as it was defined at a particular time on a particular date in the past. You can use the Change History assignment block to get an overview of past versions (each change has a timestamp). The Change History

When you display a past version, time-dependent data such as the component structure and the parties involved is updated on screen. Time-independent data such as the address, attachments, and status, are not updated on screen.

assignment block lists all versions of an installed base, even if these are future versions relative to the version currently displayed.

You can navigate from a past version back to the current version. You can edit an installed base using a timestamp that lies in the past. Note, however, that the timestamp that you use must lie after the timestamp of the last change to the installed base.

• Compare two installed bases You can compare two installed bases, both in the current version and in past versions (the version can be switched independently for each installed base displayed).

• Navigate in hierarchy The new Expand All and Level Up


buttons enable you to navigate more easily within large installed base structure. Note that you can only move up a level from a component and not from an installed base (since an installed base can have multiple higher-level nodes).

You enable business users to edit the past version of an installed base in Customizing for Customer Relationship Management under Master Data -> Installed Base -> Installed Base Category -> Activate Partner and Address Inheritance (select the Edit Past

checkbox).

CRM_SLS_SRV_1: Determination of Business Partners in ERP Sales Orders (New)

Use


You do this in Customizing for Customer Relationship Management (CRM), by choosing

(CRM_SLS_SRV_1), you can specify that you want the system to prompt you to choose the required business partner for each partner function with more than one valid choice during ERP sales transaction maintenance. This is useful to you because, when you create ERP sales transactions, the entered sold-to partner in the selected sales organization may have multiple partners valid for a specific partner function.

Settings for Transactions -> Settings for ERP Transactions Maintained via SAP CRM -> Define Profiles for ERP Sales Transactions


. The system defaults the main partner as designated in the customer master data (in SAP ERP). If no main partner is set, the first available partner is the default. If you do not select this checkbox, these default values are simply taken over into the sales transaction.

A new checkbox Partnr Msgs is available in the Customizing activity Define Profiles for ERP Sales Transactions


.

You make the Customizing settings in Customizing for CRM, by choosing Transactions -> Settings for ERP Transactions Maintained via SAP CRM -> Define Profiles for ERP Sales Transactions

See also

.

SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Sales -> Sales Quotation and Order Management -> Sales Transactions -> Entry of ERP Sales Transactions in SAP CRM.

CRM_SLS_SRV_1: Inbound Warranty Claim and Outbound Warranty Claim (New)

Use


• Automatic creation of an

, you can use the following new processes:

outbound warranty claimYou create a complaint and enter the product or service involved in the complaint. Then you trigger the new action

from a complaint

Create Outbound Wty Claim from Inbound Wty Claim/Complaint

- It checks whether a vendor warranty exists

. This action does the following:

- If warranty-relevant items exist, it automatically creates an outbound warranty claim as a follow-up transaction of the complaint

- It populates the partner data of the outbound warranty claim Previously, this was possible for service confirmations and service orders. The intended result of this process is a debit memo that is billed to the vendor.

• Automatic creation of transactions with the new transaction type inbound warranty claimAn external service provider creates a service order or service confirmation in SAP CRM. When he or she changes the status of the transaction to

from a service order or service confirmation

Completed, the system searches for a customer warranty. If a customer warranty is found, the new action Create Inbound Warranty Claim from Service Order or Create Inbound Warranty Claim from Service Confirmation

- They automatically create an inbound warranty claim as a follow-up transaction of a service order or service confirmation.

is started, either by you or by the system. These actions do the following:

Your settings in Customizing dictate which items are copied into the warranty claim: either all items or only those items for which the warranty check finds valid warranties for the reference object.

- They populate the partner data of the inbound warranty claim An inbound warranty claim is the claim of the external service provider to the original equipment manufacturer (OEM) for reimbursement of costs. The intended result of this process is a credit memo to the service provider.

• Manual creation of an inbound warranty claim If external service providers process their service orders or service confirmations in their own systems, they can also create an inbound warranty claim in SAP CRM manually, without reference to a preceding transaction.

• Automatic creation of an outbound warranty claim from an inbound warranty claim If there was an inbound warranty claim created by you or by the system, you or the system can trigger the new action Create Outbound Wty Claim from Inbound Wty Claim/Complaint. This action does the same tasks as those described in section Automatic creation of an outbound warranty claim from a complaintThe intended result of this process is a debit memo that is billed to the vendor.

.


You find the new standard Customizing settings for this function in Customizing for Customer Relationship Management

•

, under:

Define Transaction Types: The transaction type CRMW - Inbound Warranty Claim is new. This transaction type has the leading transaction category Complaints

•

(BUS2000120).

Define Item Category Determination: The item categories for transaction type CRMC

were reused for the new transaction type CRMW.

• Define Copying Control for Transaction Types

- From CRMW (Inbound Warranty Claim) to CLMA (Outbound Warranty Claim)

: There are new copy control settings for copying the following transactions:

- From SRVC (Service Confirmation) to CRMW (Inbound Warranty Claim)

- From SRVO (Service Order) to CRMW (Inbound Warranty Claim)

• Define Copying Control for Item Categories

•

: The determination of item categories was extended during copying.

Define Action Profiles and Actions

- The new action profile COMPLAINT_WARRANTY -

:

Create Outbound Wty Claim from Inbound Wty Claim/Complaint

The action WARRANTY_CLAIM_COMPLAINT -

was created with three actions and assigned to transaction type CRMW.

Create Outbound Wty Claim from Inbound Wty Claim/Complaint in this action profile has the target transaction type CLMA - Outbound Warranty Claim

- The new action profile SERVICE_CONFIRMATION_WARRANTY -

. The schedule and start conditions are blank by default.

Service Confirmation with Creation of Inbound Warranty Claim was created with three actions. This action profile is intended to be assigned to transaction type SRVC - Service Confirmation

The action SERVICE_CONFIRMATION_FILL -

. This assignment is not made in the standard system and must be made by the system administrator. For more information, see the section about the settings required to use the standard Customizing, below.

Create Inbound Warranty Claim from Service Confirmation in this action profile has the target transaction type CRMW - Inbound Warranty Claim and the source item categories SVCM - Service Part Item and SVCP - Service Product Item

- The new action profile SERVICE_ORDER_WARRANTY - Service


Order with Creation of Inbound Warranty Claim was created with three actions. This action profile is intended to be assigned to transaction type SRVO - Service Order

The action SERVICE_ORDER_FILL -

. This assignment is not made in the standard system and must be made by the system administrator. For more information, see the section about the settings required to use the standard Customizing, below.

Create Inbound Warranty Claim from Service Order in this action profile has the target transaction type CRMW - Inbound Warranty Claim and the source item categories SVCM - Service Part Item and SVCP - Service Product Item

To use the standard Customizing, you make the following Customizing settings for this function in Customizing for


Customer Relationship Management under

Define Transaction Types

• Assign the new action profiles SERVICE_CONFIRMATION_WARRANTY or SERVICE_ORDER_WARRANTY to the transaction types SRVC or SRVO, respectively, or extend the existing action profiles SERVICE_CONFIRMATION or SERVICE_ORDER by the new actions SERVICE_CONFIRMATION_FILL or SERVICE_ORDER_FILL, respectively.

:

• Assign the new action profile COMPLAINT_WARRANTY to the transaction type CRMC or extend the existing action profile COMPLAINT by the new action WARRANTY_CLAIM_COMPLAINT.

• Check the existing Customizing settings for the transaction type CLMA - Outbound Warranty Claim and ensure that the Partner Determ.Proc. is 00000070.

Define Action Profiles and Actions

To define that only items with reference objects that have valid warranties should be copied from a service order or service confirmation into the inbound warranty claim, in action SERVICE_CONFIRMATION_FILL or SERVICE_ORDER_FILL, for method COPY_DEF_ITEMS, for parameter WARRANTY_CHECK, enter the value

:

X.

CRM_SLS_SRV_1: Prediction of Service Parts and Service Duration (New) Use


Prediction is relevant for service items, and is, therefore, available in service orders, service order quotations, and in-house repair orders.

(CRM_SLS_SRV_1), you can use values from past service confirmations to predict the service parts and time required to perform a service. In the standard system, predicted values are provided based on service confirmation data stored in the SAP NetWeaver Business Warehouse (BW).

Predictions are made on item level for the combination of the following:

• Service product

• Reference object This must be a reference object for which product master data can be determined.

• First level of categorization

All of the above data must be available in the transaction in order to use the prediction function.

You can overwrite predicted values once they have been entered in a transaction.

If you want to retrieve prediction data from a source other than SAP NetWeaver BW, for example, a customer-specific table in SAP CRM, you can use a customer-specific Business Add-In (BAdI) implementation.

Service Part Prediction

In the All Items view of the Items

When you select the relevant service parts they are added to the service item as subitems.

assignment block, you can select a service item and display the predicted service parts with their quantities and relevance in percent. By default, the 5 most relevant service parts are shown in the prediction, based on previously confirmed data.

Service Duration Prediction

The predicted duration is automatically retrieved when you create a new service item in the Service Items view of the Items


assignment block. Previously, the duration was retrieved from the master data of the object or product in the item. This is still the case if data cannot be retrieved from BW or another repository.

To use the prediction function, you need to install and activate the relevant BI Content. You also need to enable the data flow between SAP CRM and SAP NetWeaver BW by configuring the Web service QUERY_VIEW_DATA in SAP NetWeaver BW and the consumer proxy QUERY_VIEW_DATA in SAP CRM.


You need to make the following settings in Customizing for Customer Relationship Management

:

• Activate prediction for the relevant item categories. You can activate prediction for item categories with the item object type BUS2000140 (CRM Service Product Item). You do this under Transactions -> Basic Settings ->Define Item Categories.

• Define the minimum number of data records that must exist in SAP NetWeaver BW for prediction to take place for an item. You define this threshold value under Transactions -> Settings for Service Transactions -> Prediction of Service Parts and Service Duration -> Specify Minimum Number of BW Data Records Required for Prediction

• If you want to retrieve prediction data from a source other than SAP NetWeaver BW, you can create your own implementation for Business Add-In (BAdI)

.

Prediction of Service Parts and Service Duration

See also

.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core ->SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Service -> Generic Functions in Service -> Prediction of Service Parts and Service Duration.

CRM_SLS_SRV_1: Credit Check (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service, you can define whether a credit check is run when the status is changed to Released

• Service order

at header level for the following transaction types:

• Service contract

• Complaint

• In-house repair order

Note:

In addition to setting the status of a transaction to Released at header level, it is also possible to set the status of individual items of a transaction to Released

If you would like to prevent the release of individual items at item level, this can be achieved by setting the

at item level. In this case, the credit check is not triggered before saving the transaction.

Status

Once all items of a transaction have been set to

fields at item level to read-only mode by using UI configuration.

Released at item level, this status is inherited by the transaction header. When the header status of a transaction is changed to Released as a result of such a scenario, the credit check is triggered automatically but a warning is displayed saying that the (Released


) status prevented the credit check from being performed for one or more transaction items. Only items that have not been released are taken into consideration by the credit check.

You make the Customizing settings for this function in Customizing for Customer Relationship Management, in Define Transaction Types

• To support a credit check for a transaction type, the

.

Credit Check checkbox must have been selected in the Customizing header view for the Sales

In addition, the necessary SAP ERP settings for the credit check must have been maintained in Customizing for

business transaction category.

SAP ERP under Sales and Distribution -> Basic Functions -> Credit Management/Risk Management

• If, in addition, you want this credit check to be triggered automatically when you change the status of a transaction to

. For more information about Customizing settings in SAP ERP, see also the corresponding test case.

Released at header level, select the Credit Check Before Release checkbox, available in the Customizing header view for the Service Process

See also

business transaction category for the corresponding transaction type.

For more information, see the main release note for business function Sales and Service and SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Basic Functions -> Credit Management.

CRM_SLS_SRV_1: Tree View for Product Proposal (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service, the existing product proposal

• Hierarchy tree

popup used in service orders and service contracts is enhanced as follows:

Instead of being displayed in a flat list with only the first level of relationships, products related to the Reference Object

There are a maximum of two root nodes:

(services, service parts, and service parts downloaded from SAP ERP) are displayed as a hierarchy tree that shows the deeper levels of the relationship.

- Object (cannot be selected)

- Reference product (can be selected)

• Multiple selection The hierarchy tree has a multiple selection capability that can be used to copy several service parts or services into the item list of a service order or into the product list of a service contract item.

CRM_SLS_SRV_1: Time Recording (New) Use



(CRM_SLS_SRV_1), you can easily record your working time in the service request and master service request (problem) business transactions.

The WebClient UI for service request and master service request has been updated to include the new Time Recording

See also

assignment block. In this assignment block, you can enter the time spent working on a transaction. Once the time record is saved, the system automatically creates a service confirmation as a follow-up transaction.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP Customer Relationship Management -> Service -> Service Request Management.

CRM_SLS_SRV_1: Transfer of Notes for Billing Documents to Integrated Applications (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service (CRM_SLS_SRV_1), you can transfer notes that have been created for billing documents to an integrated system.

• If you use integration to the

Note:

Billing

• If billing documents are transferred directly to SAP ERP accounting, you can add or change notes in SAP CRM.

(SD-BIL) component in SAP ERP, you cannot add or change notes in SAP CRM once a billing document has been transferred.


To use this function, activate the feature Transfer Note Texts to Follow-On Appl. in Customizing for Customer Relationship Management, under Billing -> Configure Application

.

CRM_SLS_SRV_1: Intercompany Payables in Intercompany Billing (New) Use

Intercompany billing for sales transactions triggers accounts receivable posting in the company code of the supplier. As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service

• By posting accounts payable in the company codes of the sales organization

(CRM_SLS_SRV_1), payables from the point of view of the sales organization can be accounted for in either of the following ways:

• By creating an incoming invoice in materials management and, after invoice verification, posting accounts payable

Data transfer to SAP ERP takes place automatically after billing, unless a transfer block is set, in which case you need to trigger data transfer on the SAP Easy Access screen (SAP GUI) under Sales -> Billing -> Transfer Intercompany Invoices to Accts Payable

.


You need to make the settings described in the documentation for the billing feature Intercompany Payables (in Customizing for Customer Relationship Management, under Billing -> Configure Application

See also

).

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Basic Functions -> Billing -> Additional Billing Functions -> Intercompany Billing.

CRM_SLS_SRV_1: Delivery-Related Billing for TPOP Sales Orders (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service (CRM_SLS_SRV_1), delivery-related billing is supported for third-party order processing (TPOP). Previously, billing of TPOP sales orders was only possible on the basis of order data (billing relevance Transaction-Related Billing According to Delivery Quantity

With transaction-related billing of TPOP sales orders, the advanced shipping notification in SAP SCM or the supplier invoice in SAP ERP triggers billing. However, these documents do not provide information that can be provided by the inbound delivery in a delivery-related billing scenario. The information in the inbound delivery is derived from the purchase order and includes the following:

).

• Gross and net weights SAP CRM billing can calculate freight costs based on the weights listed in the advance shipping notification.

• The purchase order price This can be used in controlling as the cost of merchandise sold.

Delivery-related billing triggered by inbound deliveries also enables partial inbound deliveries to be billed.

Note that in order to use this function, you need to activate the business function Service Parts Management: Innovations in ERP


(SPE_CI_1) in SAP enhancement package 5 for SAP ERP 6.0.

For more information on the required Customizing settings, see the configuration documentation in SAP Solution Manager for the SAP Service and Asset Management business scenario Service Part Sales

See also

.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Basic Functions -> Billing -> Billing in SPM -> Billing for Third-Party Order Processing.

CRM_SLS_SRV_1: Intercompany Billing for Intercompany TPOP Sales Orders (New)

Use


An IC TPOP transaction takes place if the following is given for a sales order: An availability check in SAP SCM determines a planned delivering plant. The required goods are not available at this plant; however, the plant has a contract with an external vendor that delivers the goods directly to the customer (TPOP scenario). The planned delivering plant is in a different company code than the sales organization (IC TPOP scenario). Therefore, intercompany billing takes place between the planned delivering plant and the sales organization.

(CRM_SLS_SRV_1), intercompany third-party order processing (IC TPOP) with intercompany billing is supported.

The following functions, which are also provided with business function Sales and Service

•

(CRM_SLS_SRV_1), can be used as part of the intercompany billing process for IC TPOP:

CRM_SLS_SRV_1: Delivery-Related Billing for TPOP Sales Orders (New)

•

Note

CRM_SLS_SRV_1: Intercompany Payables (New)

In order to use this function, you need to activate the business function Service Parts Management: Innovations in ERP

You cannot use this function for TPOP sales items in service orders.

(SPE_CI_1), available as of SAP enhancement package 5 for SAP ERP 6.0.


For more information on the required Customizing settings, see the configuration documentation in SAP Solution Manager for the SAP Service and Asset Management business scenario Service Part Sales

See also

.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Basic Functions -> Billing -> Additional Billing Functions -> Intercompany Billing.

CRM_SLS_SRV_1: Billing for Returns in Stock Transfer Process (New) Use


In service parts management, internal stock transfer takes place as a result of service parts planning for the network of distribution locations. Stock transport orders are created to move stock between locations. If the inspection at a receiving location establishes that there are problems with the goods received (for example, the goods are damaged or there is a discrepancy in the quantity), a returns stock transport order is created to return the goods. On receipt of returned goods, the sending location inspects the goods to determine the refund to be paid by the creation of a credit memo in SAP CRM billing.

(CRM_SLS_SRV_1), billing is supported for returns resulting from internal stock transfers.

Data from the inspection document and inbound delivery in SAP ERP is copied to the relevant billing due list item in SAP CRM. The defect code, decision code, and quantity, are used to determine the refund amount. The fields Defect Code and Decision Code are available on the Billing Documents page in the WebClient UI, in the Items

When billing takes place, the billing document ID and item number are copied to the inbound delivery as a reference.

assignment block.

Incoming invoices for returned goods can be also created in materials management. For more information, see the release note CRM_SLS_SRV_1: Intercompany Payables (New)

Note that in order to use this function, you need to activate the following business functions:

.

• Service Parts Management: Innovations in ERP

•

(SPE_CI_1), available as of SAP enhancement package 5 for SAP ERP 6.0

EWM, Returns in the Distribution Network


(SCM_EWM_REV_LOG), available as of SAP enhancement package 1 for SAP SCM 7.0

You need to make the settings described in the documentation for the billing feature Billing of Returns Stock Transp. Orders (in Customizing for Customer Relationship Management, under Billing -> Configure Application

See also

).

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Basic Functions -> Billing -> Billing for SPM. -> Billing for Internal Stock Transfers.

CRM_SLS_SRV_1: Tax Audit Support with Data Retention Tool Extended (DARTX) for SAP CRM (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service (CRM_SLS_SRV_1), you can use the Data Retention Tool extended

DARTX is based on NetWeaver technology, and uses the XML Data Archiving System to retain data from SAP CRM. DARTX provides tools for viewing the retained data in various ways. DARTX is part of the software layer SAP_ABA.

(DARTX) to extract and retain data in SAP CRM. DARTX is designed to help users fulfill legal tax auditing requirements in Germany and the United States, but can also be extended to meet similar requirements in other countries. The range of the extraction is defined for CRM data that is relevant to the tax auditing process. For customers that are using SAP CRM with SAP ERP, the existing DART tool can be used to extract complementary data from SAP Logistics and from SAP Financials. The DARTX function is only available in the SAP GUI, not in the WebClient UI.


You can only extract data from a live SAP database. It is not possible to extract archived data.

During extraction, DARTX only reads data, but does not modify it.


System administration must establish an RFC connection to the archiving system. To do this, open transaction SARA and choose the archiving object CA_DARTX. For more information, see SAP Notes 887053 and 826000.


You make the Customizing settings for this function in Customizing for Customer Relationship Management, under CRM Cross-Application Components -> Data Retention Tool Extended (DARTX)

See also

.

Release note


CRM_SLS_SRV_1: Business Function Sales and Service (New)

http://help.sap.com/crm-core -> Application Help -> SAP Customer Relationship Management -> Basic Functions -> Billing -> Data Retention Tool Extended (DARTX)

CRM_SLS_SRV_1: Conversion of Expired Currencies in Billing (New) Use


Currency conversion in SAP CRM billing takes place if a sales or service transaction was created in a transaction currency that has expired (is no longer a legal means of exchange) on the billing document creation date.

, expired currencies can be converted during the billing process. Currency conversion is necessary if a transaction currency expires, for example, due to the replacement of the national currency by the euro after joining the European Monetary Union. The expired currency is automatically converted to the replacement currency.

Conversion during billing takes place as follows:

• After the expiry date, relevant billing documents are automatically created in the replacement currency.

• Accounting documents are created in the replacement currency.

• The original sales or service transaction remains in the old currency.

• Conversion is not supported during claim settlement or rebate settlement.

Note

For rebate processing, you overwrite the expired currency with the replacement currency in the rebate agreement.

• You cannot cancel billing documents and rebate settlement documents that use an expired currency if they have been transferred without error to accounting. You can only cancel billing documents and rebate settlement documents that use an expired currency if they are blocked for billing or in error.

• You cannot reject business transactions that use an expired currency.

• You cannot transfer billing documents or rebate settlements with an expired currency to accounting. Prerequisite for this is that corresponding currency expiration settings are made in SAP ERP.


To set up expired currency conversion, you need to make the following settings in Customizing:

• Activate the billing feature Conversion of Expired Currency under Customer Relationship Management -> Billing -> Configure Application

• Define an expiry date, reason, and replacement currency under

.

SAP NetWeaver -> General Settings -> Currencies -> Expiring CurrenciesTo activate an expiry date for currency conversion during billing (

. Error fr. field), you need

to assign an expiry reason to the object type CRM Billing Document (BUS20810) in the activity Define Warning and Error Dates. To activate an expiry date for rebate settlement, you need to assign an expiry reason to the object type CRM Rebate SettlementNote that, when the expiry date in the

(BUS20830). Error fr.

- During processing of a business transaction prior to billing, a warning message is issued and the currency of the transaction is automatically corrected to the new currency.

field is reached, the system behavior in SAP CRM differs as follows from that of the generic SAP system (which is described in the Customizing documentation for the above activity):

- During the billing process, an information message is issued to notify the business user that the currency was converted.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Basic Functions -> Billing -> Additional Billing Functions -> Conversion of Expired Currencies

CRM_SLS_SRV_1: Billing Localization (Enhanced) Use


India

(CRM_SLS_SRV_1), new billing functions are available for the following country versions:

• Billing document split

• Billing document cancellation

• Official document numbering according to invoice types

• Poland

• Retroactive billing with legally compliant layout of correction invoices


For India, you need to make the settings described in the documentation for the billing feature Invoice Type Determination (India) in Customizing for Customer Relationship Management, under Billing -> Configure Application

See also

.


For more information on retroactive billing for Poland, see SAP Notes 1284347 and 1284349.

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Basic Functions -> Billing -> Country-Specific Functions

CRM_SLS_SRV_1: Tax Processing Localization (New) Use


Ireland

(CRM_SLS_SRV_1), new tax processing features are available for the following country versions:

The two-third rule can be taken into account when an invoice contains both goods and services that are subject to this rule. If the total charge of the goods exceeds two thirds of the total charge to the customer excluding VAT, then the services are taxable as a supply of goods. If it is below, then the goods are taxable as a supply of services.


For Ireland, you need to make the settings described in the documentation for the taxing feature Two-Thirds Rule Determination (Ireland) in Customizing for Customer Relationship Management, under Billing -> Configure Application

See also

.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Sales -> Taxes -> Country-Specific Functions

CRM_SLS_SRV_1: Product Search and RTOM Offer List in the Interaction Center (Enhanced)

Use

As of enhancement package 1 for SAP CRM 7.0, business function Sales and Service, order management transactions in the interaction center (IC) have been enhanced with a new type of product search and Real-Time Offer Management (RTOM) offer list integration. While the RTOM enhancement is only available in the IC, the new product search is also available for certain CRM sales and service professional business roles.

The new product search and RTOM offer list integration are available when using the following CRM WebClient business transactions in the IC:

• CRM sales order

• ERP sales order

• ERP contract

• ERP quotation

• CRM service order

• Complaint (using the advance product search dialog box) The new product search and RTOM offer list integration are not supported for use with the older IC-specific business transactions.

When using product search in the above-mentioned business transactions, you can now do the following:

• Use the new Add button to add products to the relevant business transactions from the new product search

• Go to the new product search screen directly from the navigation bar

• View a preview of a product description and picture on the product search results page

• Select one or multiple products from the product search results, add quantities, and adjust the unit of measure

• Add the selected products to the items list of existing sales and service orders

• Create a new sales or service order with an attached product directly from the new product search results

When using the RTOM offer list in the above-mentioned business transactions, you can now do the following:

• View offers sorted according to the offer rank field (highest to lowest) as default

• Transfer products from the offer list to an existing or a new sales or service order

You can either create new orders from a button on the offer list or you can select an existing order from the list.


A new button called Add is available for adding products to the relevant business transactions in the new product search.

A new button called Choose is available to transfer products from the new product search to a sales or service order in the relevant business transactions.


You can make the settings for RTOM in Customizing for Customer Relationship Management under Interaction Center WebClient -> Basics Functions -> Real-Time Offer Management ->

Define Real-Time Offer Management Profiles.

In this Customizing activity you can now select a CRM IC RTOM scenario.

See also

Release note CRM_SLS_SRV_1: Business Function Sales and Service (New)

CRM_SLS_SRV_1: New UI for Lean Items in Provider Order in Interaction Center and Dealer Application for Telecommunications (New)

Use


To optimize system performance, you can use lean items in the provider order. For more information, see the release note

(CRM_SLS_SRV_1), you can use a more user-friendly user interface (UI) in the provider order in the Interaction Center and dealer application for the telecommunications industry.

Lean Items for Provider Order for Telecommunications (New)


.

There are no effects on existing data.

For usability reasons, the UI has been reworked as follows:

A list of the prices for a rate plan and its variant conditions is displayed in two new tables below the Order Items tree view on the Item

•

tab page:

This table contains the basic rate plan and the variant conditions defined in the configuration. By default, the

Pricing

Recurring column represents the gross price as in the Order Items

•

table. You can personalize the table to show also the net recurring price.

If you have defined lean items in Customizing, this table displays lean items. If you have not defined lean items, the table remains empty.

Components

The header view was not changed. You can define technical data for a rate plan and its configurable line items as follows:

- By clicking a single link displayed at the rate plan level in the Sales Order

- By clicking links displayed in the item view

tree view

If a start date is required (for example, if a contractual item contains duration information), by default, the start date is the same as for the main item. If no start date is required, the Start Date

The duration is set to the default value as specified in the product master data. Changing the duration adjusts the respective price in the

column is empty and not editable.

Pricing table and the price in the Order Items


table.

You make the Customizing settings for this function in Customizing for Customer Relationship Management in Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions -> Define Lean Items.

CRM_SLS_SRV_1: Account Quick Create and Search Improvements (Enhanced)

Use


• Account quick create

(CRM_SLS_SRV_1), you have two new functions:

You can create a new account immediately within an opportunity, a lead, an activity and a campaign.

• Account search enhancements You can search for an account using the search criteria Region by Country

You can also search for communication data (e-mail, phone, and fax) of an account using an asterisk. This search is done with TREX and is therefore not limited to 20 characters.

. The search criterion refines your search for accounts by filtering the correct region of the respective country.


You activate the enterprise search in Customizing for business Partner under Customer Relationship Management -> Master Data -> Business Partner -> Activate Enterprise Search in the Account and Contact Search.

CRM_SLS_SRV_1: Real-Time Offer Management Integration into Telco Interaction Center (New)

Use



(CRM_SLS_SRV_1), you can integrate the real-time decisioning engine into Interaction Center WebClient for Telecommunications. The real-time decisioning engine is a real-time decision solution that provides intelligent product offers and messages during customer interactions. It is self-learning, taking the response from every interaction into account to make the next real-time offer more relevant and effective.

To use SAP Real-Time Offer Management, you have to activate the business function SAP Real-Time Offer Management

You make the settings for this function in Customizing for

(CRM_RTOM_1).

Customer Relationship Management

13. Interaction Center

for the following activities:

Customer Relationship Management -> Interaction Center WebClient -> Basic Functions ->

14. Telecommunication

Real-Time Offer Management

Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications -> Interaction Center WebClient ->

See also

Integrating Real-Time Offer Management

Business function release notes:

CRM_SLS_SRV_1: Business Function Sales and Service (New)

CRM_RTOM_1: Business Function SAP Real-Time Offer Management (New)

CRM_SLS_SRV_1: Service Resource Planning (Enhanced) Use


For usability and performance reasons, the UI of Gantt chart of the resource planning application has been reworked as follows:

(CRM_SLS_SRV_1), the user interface (UI) of the Gantt chart has been improved and is now based on Adobe Flash.

• The resolution is bigger, so that 24 hours are displayed.

• You can quickly switch the resolution of the Gantt chart to show a quarter, month, week, or day, by clicking the title bar.

• For each resource, the working and non-working time is displayed using different colors.

• For changes of assignment, you can define snapping values to control the start and end times. For example, if the snapping is set to 15 minutes, an assignment can start only at a full quarter.

• The calendar has two lines, one for the zoomed-out time line, the other one for the current time line. For service assignments, the colors are dependent on attributes, such as status and assignment type.


To use the Gantt chart, you must install Adobe Flash Player.

See also

For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> Application Help -> SAP Customer Relationship Management -> Service -> Service Resource Planning -> Resources -> Resource View -> Gantt View.

CRM_SLS_SRV_1: Territory Management (Enhanced) Use


• An attribute when formulating rules for a territory. Use attribute

(CRM_SLS_SRV_1), the territory management application has been enhanced with a new attribute that you can use as follows:

Prod.Hier/ Sales Cat. Since this is a sales area-dependent attribute, when using this attribute in a rule statement, you must also select Sales AreaApplications that use such a combination of a sales area and sales category attribute include, for example, trade promotion management, live rates, and sales orders.

.

• A search criteria in the advanced search. Use search term Sales Category


.

To use attribute sales category, you have to maintain the required product hierarchy ID as a sales hierarchy. You do this in Customizing activity Assign Category Hierarchies to Applications

See also

.

Release note CRM_CF_1: Live Rates (New)

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core > SAP CRM 7.0 Enhancement Package 1 > Application Help > SAP Customer Relationship Management > Master Data > Products > Functions > Sales Data > Sales: Groupings.

.

SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Sales and Service.

CRM_SLS_SRV_1: ERP Transactional Data on Account Overview Page (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function CRM Sales and Service (CRM_SLS_SERV_1), you can display ERP transactions, that is, quotations, orders and quantity contracts related to the relevant account from the Account overview page. This is particularly useful for users of the Accelerating Lead-to-Cash

Three new assignment blocks are available on the

scenario, as they can display ERP transactional information directly related to accounts.

Account

• ERP Quotations

overview page for this function:

• ERP Sales Orders

• ERP Quantity Contracts

These assignment blocks enable sales representatives to gain an overview of all existing ERP transactions for a specific customer, for example, in preparation for a customer visit or call. Sales representatives can also create new ERP transactions, edit and delete existing ERP transactions directly from the relevant assignment blocks. When you create a new ERP transaction from here, the Sold-to Party field is automatically filled with the account from the Account overview page. Once you have saved the ERP transaction, and have navigated back to the Account o

Data retrieval parameters are delivered for each of these new assignment blocks, which enable you to filter which data you want to display on the corresponding assignment blocks. For example, you may only want to display ERP orders with posting dates for last month on the ERP order assignment block.

verview page, the newly created ERP transaction will appear in the relevant assignment block.

You can maintain these parameters under transaction BSP_WD_CMPWB. Next, enter component BP_ERPBT, choose Views -> Configuration tab page-> Choose Configuration

The following data retrieval parameters are available for the corresponding assignment blocks:

pushbutton (for example, select ERPORDER for ERP orders). From here, you can maintain the required data retrieval parameters at the bottom of this page.

• ERP Quotations: Posting Date, Transaction Type, Valid From/To

• ERP Sales Orders:

parameters

Posting Date, Transaction Type

• ERP Contracts:

parameters

Transaction Type, Valid From/To

Only the parameters which you have maintained above are then displayed on the corresponding assignment blocks. If you do not maintain any parameters, all parameters are displayed.

parameters

For more information on data retrieval parameters, see the release note UI_FRW_1_DOCU: Configurable Data Retrieval (New)


.

Note that the new assignment blocks are not displayed per default. You have to add these assignment blocks to the list of Displayed Assignment Blocks under Account

See also

personalization. Alternatively, you can remove them again if they are not required.

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core ->

Sales -> Sales Quotation and Order Management -> Sales Transactions -> Searching for, Displaying and Printing ERP Sales Transactions.

Business Function Deal Management CRM_PMM_1: Business Function Deal Management (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Deal Management (CRM_PMM_1) is available. With this business function, you can enhance quotation processing in SAP CRM by enabling deal management

Deal management empowers sales professionals to negotiate consistent and profitable prices and deals, and to adhere to pricing policies. This reduces the erosion of profit margins and increases transparency of profitability and the approval process required in sales quotations.

using the SAP Price and Margin Management application by Vendavo.

For more information, see the following release note:

See also

Deal Management

For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Deal Management.

CRM_PMM_1: Deal Management (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Deal Management

The SAP Price and Margin Management application by Vendavo is integrated with the quotation function in SAP Customer Relationship Management (SAP CRM) and provides the following benefits:

(CRM_PMM_1), you can use deal management to evaluate the profitability of your sales quotations.

• Evaluation of price and margin information for entire quotations and quotation items to enable profit margins to be maintained

• Enablement of approvals by one or multiple approvers for item discounts added to a quotation that exceed defined criteria, preventing profit margin erosion and enforcing pricing policies


The WebClient UI of the quotation application has been enhanced in the following ways:

• A new assignment block Price Approvals It displays the item information retrieved from SAP Price and Margin Management such as: the item score, the target price, the requested discount, if an approval is required, and the approval status of the line item.

is available.

• A new field Deal ScoreIt provides the overall profitability score of the quotation based on the evaluation made by SAP Price and Margin Management.

is available in the quotation details.

Effects on Data Transfer

The pricing information is exchanged between SAP CRM and SAP Price and Margin Management through SAP NetWeaver PI using SOA services.

The following changed process component is available for this:

• Customer Quote Processing

The following new service interfaces are available for this:

(CustomerQuoteProcessing)

• Price Agreement Action Out

•

(CustomerQuoteProcessingPriceAgreementActionOut)

Price Agreement Processing In

•

(CustomerQuoteProcessingPriceAgreementProcessingIn)

Price Agreement Processing Out

•

(CustomerQuoteProcessingPriceAgreementProcessingOut)

Query Price Agreement Out

The following new operations are available for this:

(CustomerQuoteProcessingQueryPriceAgreementOut)

• Request Price Agreement Creation

•

(PriceAgreementCRMCreateRequest_Out)

Request Price Agreement Change

•

(PriceAgreementCRMChangeRequest_Out)

Request Price Agreement Approval Submission

•

(PriceAgreementCRMApprovalSubmissionRequest_Out)

Request Price Agreement Cancellation

•

(PriceAgreementCRMCancelRequest_Out)

Change Customer Quote Based On Price Agreement Confirmation

•

(PriceAgreementCRMConfirmation_In)

Find Price Agreement

•

(PriceAgreementCRMByElementsQueryResponse_Out)

Simulate Price Information (PriceAgreementCRMSimulatePriceInformationRequest_Out)


You make the Customizing settings for deal management in Customizing for Customer Relationship Management under Transactions

•

:

In the Customizing header for quotation transactions of the sales business transaction category, select the new checkbox

Basic Settings -> Define Transaction Types

Enable Deal Management for Quotation

•

.

Complete the following activities:

Settings for Sales Transactions -> Settings for Quotation Integration with SAP Price and Margin Management

-

-

Assign Condition Type to Negotiable Price

-

Define Negotiable Discount Types

-

Assign Condition Types to Negotiable Discount Types

See also

BAdI: Control SAP Price and Margin Management Checks

For more information see the main release note for business function Deal Management and SAP Library under SAP Business Suite -> SAP Customer Relationship Management -> Sales -> Sales Quotation and Order Management -> Quotation

.

Business Function Service Management 1 CRM_SRV_1: Business Function Service Management 1 (New for SP07)

Use

The business function Service Management 1 (CRM_SRV_1) is available as of the following releases:





With this business function, you can use the new search parameter My Company, which is available for the search criterion Belonging To

Note: The search criterion

.

Party Involved has been renamed to Belonging To

See also

. For more information, see SAP Note 1622166.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core701 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Service Management 1

.

Multichannel Enablement

Business Function SAP Web Channel Experience Management for SAP CRM CRM_WEB_CHANNEL: SAP Web Channel Experience Management for SAP CRM (New)

Use

As of SAP enhancement package 1 SP05 for SAP CRM 7.0, the business function SAP Web Channel Experience Management for SAP CRM

SAP Web Channel Experience Management is an application that is not part of SAP CRM. It is separately licensed and must be separately installed. When installed and used with an SAP CRM back end, SAP Web Channel Experience Management enables you to create and deploy Web shops as the foundation for an e-commerce, e-marketing, and e-service solution tailored to your individual needs. You can quickly set up attractive Web shops that are fully integrated in back-end transaction processing. The product catalog used for SAP Web Channel Experience Management is based on SAP NetWeaver Master Data Management (SAP NetWeaver MDM).

(CRM_WEB_CHANNEL) is available. This business function allows you to use SAP Web Channel Experience Management with an SAP CRM back end.

The SAP Web Channel Experience Management for SAP CRM (CRM_WEB_CHANNEL) business function provides the back-end connectivity required to deploy the application on an SAP CRM back end. If you want to use SAP Web Channel Experience Management (application component Web Channel, WEC) with an SAP CRM back end, you must activate this business function.


To be able to use SAP Web Channel Experience Management, make the settings in Customizing for Customer Relationship Management, under SAP Web Channel Experience Management

See also

.

• SAP Library for SAP Web Channel Experience Management on SAP Help Portal at

• Master Guide for SAP Web Channel Experience Management on SAP Service Marketplace at

http://help.sap.com/wec

http://service.sap.com/instguides

Business Function SAP Web Channel Experience Management 2.0 for SAP CRM CRM_WEB_CHANNEL_2: SAP Web Channel Exp. Mgmt 2.0 for SAP CRM (New for SP08)

Use

As of SAP enhancement package 1 SP08 for SAP CRM 7.0, the business function SAP Web Channel Experience Management 2.0 for SAP CRM

The

(CRM_WEB_CHANNEL_2) is available. This business function allows you to use SAP Web Channel Experience Management 2.0 with an SAP CRM back end.

SAP Web Channel Experience Management 2.0 for SAP CRM (CRM_WEB_CHANNEL_2) business function provides the back-end connectivity required to deploy the application on an SAP CRM back end. If you want to use SAP Web Channel Experience Management 2.0 (application component Web Channel

SAP Web Channel Experience Management is an application that is not part of SAP CRM. It is separately licensed and must be separately installed. When installed and deployed on an SAP CRM back end, SAP Web Channel Experience Management enables you to create and deploy Web shops as the foundation for an e-commerce, e-marketing, and e-service solution tailored to your individual needs. You can quickly set up attractive Web shops that are fully integrated in back-end transaction processing. The product catalog used for SAP Web Channel Experience Management is based on SAP NetWeaver Master Data Management (SAP NetWeaver MDM).

, WEC) with an SAP CRM back end, you must activate this business function.

As of release 2.0 of SAP Web Channel Experience Management, the following main new features are available:

• SAP NetWeaver MDM product catalog: new navigation modes; sorting and filtering lists of products; generic articles

• User management: contact scenario; guest user scenario

• General functions: live support using chat

• E-commerce: wish lists; gift cards; address changes in orders

• E-marketing: loyalty management

• E-service: installed base management

• Framework: JSF 2.0 UI technology; working in multiple browser windows or multiple browser tabs

For more information, see SAP Library for SAP Web Channel Experience Management on SAP Help Portal at http://help.sap.com/wec. Choose release 2.0. In SAP Library, choose What's New in Version 2.0?


.

The following Customizing activities were added under Customer Relationship Management -> SAP Web Channel Experience Management

•

:

•

Basic Settings -> User Management -> Define Business Partner Attributes for Internet Users

•

E-Commerce -> Gift Cards

•

E-Commerce -> Business Add-Ins (BAdIs) -> BAdI: Enhance ATP Simulation for In-Store Pickup

See also

E-Service -> Installed Base Management

• SAP Library for SAP Web Channel Experience Management on SAP Help Portal at

• Master Guide for SAP Web Channel Experience Management on SAP Service Marketplace at

http://help.sap.com/wec

http://service.sap.com/wec-inst

Business Function Retail Master Data Integration CRM_ISR_INTEG: Business Function Retail Master Data Integration (New for SP08)

Use

As of the following releases, the business function Retail Master Data Integration

• Enhancement Package 1 (SP08) for SAP CRM 7.0

(CRM_ISR_INTEG) is available:

• Enhancement Package 2 (SP03) for SAP CRM 7.0

You can use this business function to broaden your sales offering to multiple channels by making classification data for generic articles and variants available in SAP CRM. Retailers who deal with generic articles, especially in the fashion industry, need to work with their articles by characteristic (for example, color and size) in SAP CRM. You can now replicate generic article master data and characteristic master data, including the related variants and the variant-creating classification data (used characteristics and characteristic values), as follows:

• From SAP Retail (SAP ERP) to SAP CRM

• From SAP CRM to the SAP NetWeaver MDM Product Catalog

When you activate this business function, you enhance the following:

• SAP CRM functionality needed for the system to process characteristic master data and classification data coming from SAP Retail (SAP ERP) when you replicate generic articles and variants

• SAP CRM outbound adapter used to communicate with the SAP NetWeaver MDM Product Catalog to support the replication of characteristic master data and classification data provided for generic articles and variants

Prerequisites

You have activated the following business functions in SAP Retail (SAP ERP):

• Retail, Master Data Integration in CRM 01

•

(ISR_APPL_CRM_INTEG)

Retail, Master Data Integration in CRM 02


(ISR_RETAIL_CRM_INTEG)

The existing data (product master data and characteristic master data) is not affected directly by the activation of the business function. However, when you want to use the new functionality, you must repeat the initial download for the following business adapter objects:

• Business adapter object DNL_CUST_PROD1 Creates a new hierarchy within SAP CRM

• Business adapter object ATTRIBUTE Replicates the characteristic master data from SAP Retail (SAP ERP) to SAP CRM

• Business adapter object MATERIAL Replicates the article master data and the variant-creating classification data from SAP Retail (SAP ERP) to SAP CRM for generic articles and variants

The enhancement of the product master data by classification data is visible in SAP CRM (that is, the Web Client UI) when you work with products. A new assignment block for variant-creating characteristic values displays this classification data.


The SAP CRM business adapter object ATTRIBUTE is enhanced in SAP CRM to support the download and storage of characteristic master data related to the Retail-specific class type 026. The download of the characteristic master data is a prerequisite to use the enhanced download

functionality for generic article master data.

The existing download of generic article master data and variants master data from SAP Retail (SAP ERP) to SAP CRM is enhanced to support the download and storage of the variant-creating classification data used by generic articles and variants. The classification data is stored in a new set type ISR_VARCR_CHAR (for variant-creating characteristic values).

In addition, a new hierarchy ISR_ARTCAT (for article categories) is created in the background when the initial download of business adapter object DNL_CUST_PROD1 is started. The creation of this hierarchy is necessary to transfer the supported SAP ERP hierarchies (R3MATCLASS for material groups, R3PRODHIER for product hierarchy, and R3PRODSTYP for product subtypes) to SAP CRM. This Retail-specific hierarchy represents the article categories used in SAP Retail (SAP ERP) to structure the articles into single articles, generic articles, variants, and so on. In addition, the new set type ISR_VARCR_CHAR is assigned to the new hierarchy for those nodes which represent generic articles and variants (to be able to store the classification data for this kind of article categories only). During the download of business adapter object MATERIAL, all articles (depending on their article category) are assigned to the corresponding node within the new hierarchy. Therefore, the creation of this new hierarchy ISR_ARTCAT is another prerequisite to use the new storage functionality for classification data on generic article and variants level.

When generic articles and variants already have been transferred to SAP CRM, a new initial load for the following business adapter objects is needed to replicate the missing classification data into the new set type:

• DNL_CUST_PROD1

• ATTRIBUTE

• MATERIAL

The new download of product master data (business adapter object PRODUCT_MAT) from SAP CRM to the SAP NetWeaver MDM Product Catalog is enhanced to support the data replication of generic article and variant-specific product master data, including the classification data (used characteristics and characteristic values). In addition, the download of characteristic master data from SAP CRM to the SAP NetWeaver MDM Product Catalog is provided using the new business adapter object ATTRIBUTE_MDM.


The business adapter object ATTRIBUTE needs to be configured in SAP CRM middleware to allow initial and delta download for characteristic master data. As the business adapter object ATTRIBUTE depends on the parent business adapter object CLASS, this object also needs to be prepared for middleware downloads.

When data replication from SAP CRM to the SAP NetWeaver MDM Product Catalog is required, you must do the necessary setup to connect the SAP NetWeaver MDM Product Catalog as a new site to SAP CRM using SAP CRM middleware functionality (transaction SMOEAC).


• You enable delta replication between SAP CRM and the SAP NetWeaver MDM Product Catalog in Customizing for SAP CRM under Customer Relationship Management -> SAP Web Channel Experience Management -> Basic Settings -> Catalog -> Enable Delta Synchronization to SAP NetWeaver MDM

• You define the MDM port assignments for the different business adapter objects used for data transfer from SAP CRM to the SAP NetWeaver MDM Product Catalog and to optionally define filter criteria for the single subscriptions in Customizing for SAP CRM under

.

Customer Relationship Management -> SAP Web Channel Experience Management -> Basic Settings -> Catalog -> Define SAP NetWeaver MDM Port Code and Filter Criteria

See also

.

• SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/ecc. Choose a release. In SAP Library, choose Business Functions (Release) -> Business Functions in SAP ERP -> Enterprise Business Functions -> Logistics -> Trade -> Retail, Master Data Integration in CRM 01

• SAP Library for SAP ERP on SAP Help Portal at

.

http://help.sap.com/ecc. Choose a release. In SAP Library, choose Business Functions (Release) -> Business Functions in SAP ERP -> Enterprise Business Functions -> Logistics -> Trade -> Retail, Master Data Integration in CRM 02

• SAP Library for SAP CRM on SAP Help Portal at

.

http://help.sap.com/crm-core. Choose a release. In SAP Library, choose Business Functions for SAP Customer Relationship Management -> Retail Master Data Integration

.

Marketing

Business Function Claims and Funds Management CRM_CF_1: Business Function Claims and Funds Management (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Claims and Funds Management

• SAP ERP enhanced rebate processing with accrual building in SAP ERP backend system.

(CRM_CF_1) is available. With this business function, you can acquire increased business functionality in the areas of claims and funds management and trade promotion management by using the following:

This enables you to build accruals and settle rebates on product and account level while running a full integration with budget control using SAP CRM claims and funds.

• Transfer of SAP CRM claim settlement documents to Billing (SD-BIL) in SAP ERP backend system where they are stored as billing documents Further processing such as the determination of financial accounts, taxation, and printing takes place in SAP ERP backend system.

• Taxation in combination with trade promotion management for various claims processes

• Live rates to build budgets in funds management for trade promotion activities

• Various other improvements in claims and funds management that make the solution more comprehensive


•

•

CRM_CF_1: Integration of SAP ERP Enhanced Rebate Processing into Trade Claims and Funds (New)

•

CRM_CF_1: Claim Settlement Integration into SAP ERP Billing (SD-BIL) New)

•

CRM_CF_1: Transfer of Notes for Settlement Documents to Integrated Applications (New)

•

CRM_CF_1: Claims Taxation (New)

•

CRM_CF_1: Live Rates (New)

•

CRM_CF_1: Upload of SAP ERP Statistics Values to SAP CRM Funds Mgmt (New)

•

CRM_CF_1: Funds Management (Enhanced)

•

CRM_CF_1: Claim Duplicate Diagnosis (New)

•

CRM_CF_1: Claim Chargeback Recovery (New)

•

CRM_CF_1: Multiple Claim Submissions (New)


CRM_CF_1: Generic Functions for Claims (New)

The business functions Claims and Funds Management (CRM_CF_1) and Partner Channel Management, Market Development Funds

(CRM_PCM_MDF_1) share functions as follows:

•

•

CRM_PCM_MDF_1: Fund Status Management (Enhanced)

•

CRM_PCM_MDF_1: Accruals (Enhanced)


Therefore, if you activate business function Partner Channel Management, Market Development Funds (CRM_PCM_MDF_1), then you activate these additional functions regardless of whether you activate business function Claims and Funds Management

For more information, see the main release note for business function

(CRM_CF_1).

Partner Channel Management, Market Development Funds

See also

.

For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Claims and Funds Management

CRM_CF_1: Integration of SAP ERP Enhanced Rebate Processing into Trade Claims and Funds (New)

Use

In trade promotion planning for smaller direct accounts, brand owners such as consumer goods companies tend to plan at a higher level than where they actually execute the trade promotions, for efficiency reasons. This would typically include both the account and the product dimension.

However, the downstream processes still have to operate at the typical granular level of account and product: Financial liabilities in the form of accruals for rebates must be incurred at account level, and payments for promotional performance must also be made to the individual account, subordinated to the planning level. To support product-level profitability analysis, accruals and payment amounts must be prorated on the products that are subordinated to the product planning level.

By using SAP ERP enhanced rebates processing with external accruals in their SAP CRM trade promotions, brand owners can support these requirements: SAP ERP rebate agreements can accommodate multiple rebate recipients, thus enabling brand owners to build accruals and to settle rebates at product and account level.

In SAP CRM 2007, SAP CRM trade promotion management was enhanced with SAP CRM funds and claims management for budget control. However, the new business objects funds and claims could not accommodate the results of SAP ERP enhanced rebate processing, which meant that brand owners, in their SAP CRM trade promotions, only had the following two options:

• Use SAP ERP (standard or enhanced) rebate processing without using SAP CRM funds and claims management. Order management, accruals calculation, rebate settlement, and balancing would all run in SAP ERP. Budget control was carried out in SAP NetWeaver BW. This meant that brand owners could not carry out budget control in real-time and could not match an invoice, sent by an account for promotional performance, to a trade promotion.

• Use SAP ERP (standard or enhanced) rebate processing in combination with SAP CRM funds and claims management. Order management would run in SAP ERP, while accruals would be built in SAP CRM funds management, and rebate settlement and balancing would take place in SAP CRM claims management. SAP ERP rebate agreements would not be used for calculating accruals. This meant that, with planning at an aggregated level, brand owners could not build accruals and settle rebates at product level and account level, but only at the aggregated planning level.

As of SAP enhancement package 1 for SAP CRM 7.0, business function Claims and Funds Management

This allows brand owners to build accruals and to settle rebates at product level and account level, while reserving and tracking the budget set up for promotional rebates inside SAP CRM.

(CRM_CF_1), brand owners can use SAP ERP enhanced rebate processing while building accruals in SAP ERP and running a full integration with budget control using SAP CRM funds and claims management. Accruals are built in SAP ERP rebate agreements based on the sales volume and are subsequently transferred into SAP CRM funds management. Settlement and balancing take place in SAP CRM claims management but the claim settlement documents are passed on right away to SAP ERP for further processing.

A typical process may now run as follows:

15. A brand owner creates and plans a trade promotion with variable rebates in SAP CRM at a fairly high level of the account hierarchy, covering a large number of individual stores or small franchises. From a product dimension, he or she plans the promotion at product group or product category level. Pricing conditions are typically generated at account hierarchy level and, for example, product group level. The brand owner assigns a funds plan with budgeted funds to the trade promotion. When he or she approves and releases the trade promotion, the SAP CRM system generates

pricing conditions and rebate conditions, and transfers them to SAP ERP. From the rebate conditions, it generates rebate agreements with reference to the trade promotion and transfers them to SAP ERP as well. In addition, it generates fund usages, either at promotion planning level (one fund usage per trade spend with one fund usage item per product dimension) or, with trade promotions set up for individual products, at an aggregated level. These fund usages consume the funds that are assigned to the funds plan of the trade promotion.

16. The stores or franchises start ordering promotional goods from the brand owner. Goods are shipped and invoiced. From the invoices, SAP ERP builds accruals on the invoiced promotional rebates at product level and account level. SAP ERP also updates the rebate statistics at product level and account level with the accrued amounts, the sales quantities, and the sales volume. The brand owner then uploads these values back to SAP CRM.

17. The rebate agreements are settled through one of the following:

- Invoice claims: The store or franchise sends in an invoice for promotional performance. The brand owner creates an invoice claim, validates the invoiced amount against the amount accrued in SAP ERP and/or the maximum payable amount determined in SAP ERP rebate processing, and settles the claim. The brand owner may also choose to pay out the accrued amounts or the amounts of simulated final settlements periodically to the individual stores or franchises.

- Deduction claims: The store or franchise deducts an amount from an invoice received for ordering promotional goods. This is detected automatically in SAP ERP dispute management, where the system creates a dispute case. The brand owner uploads the dispute case to SAP CRM, where it is represented as a claim submission document. From the claim submission document, he or she creates a deduction claim, checks the deducted amount against the accrued amounts in SAP ERP, and approves the deduction or initiates a chargeback process. This closes the dispute case in SAP ERP.

The brand owner can settle individual invoices sent by the stores or franchises, or a number of invoices collectively, as they come in. With collective claim processing, he or she can add several validated accounts to a claim. Validated accounts are accounts that belong to the account hierarchy node or target group of the trade promotion and for which sales volume exists for the corresponding trade promotion. The payment amount can be capped to the maximum payable amount set in SAP ERP. The amount accrued in SAP ERP for each account is taken as reference data for the claims settlement. To support product-level profitability accounting, the total settlement amount for each account is then broken down to products, again using the accrued amount as reference data for the split. In all cases, the brand owner creates claim settlement documents in SAP CRM but they are transferred automatically to SAP ERP right away for further processing. All subsequent processes, such as account determination, taxation, or printing are executed in the SD billing documents that the system generates in SAP ERP from the SAP CRM claim settlement documents. SAP CRM claim settlement documents are no longer transferred directly into SAP ERP financial accounting and controlling. For this scenario, integration into SD billing in SAP ERP is mandatory (see release note Claim Settlement Integration into SAP ERP Billing (SD-BIL) (New)

18. Balancing reverses all open accruals related to a specific trade promotion and trade spend as soon as no further payments are expected. Reserved funds that were not used are made available for planning again.

).


If you want to run this process, you must also activate the following business functions in SAP ERP:

• ERP, Integration with Claims and Funds Management (ERP_CF_INTEGRATION_1)

• FSCM Functions 3


(FIN_FSCM_CCD_3)

You can find a list of all customizing activities necessary to run this process in the organizational activity ERP Enhanced Rebate Processing in Funds and Claims

.

CRM_CF_1: Claim Settlement Integration into SAP ERP Billing (SD-BIL) (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Claims and Funds Management (CRM_CF_1), claim settlement documents can be transferred to the Billing (SD-BIL) component in SAP ERP, stored as billing documents, and further processed (through to financial accounting). This enables customers already using Billing

This integration option supports the following scenarios:

(SD-BIL) to leverage their existing investments in localization and output formatting while still taking advantage of the new claim processing capability in SAP CRM. Note that claim settlement in SAP CRM is based on the SAP CRM billing functionality.

• Processing of claim settlements in SAP CRM and use of Billing

- Taxation of claims, invoice claims, deduction claims, and settlements, with tax account determination in SAP ERP (for more information, see the release note

(SD-BIL) for the following:

CRM_CF_1: Claims Taxation (New)

- Output (in printed or electronic form) of settlement documents according to local legal requirements

)

- Document numbering according to local legal requirements

- Integration into accounting, particularly for the determination of financial accounts and profitability segments in controlling

- Text determination

- Integration with SAP NetWeaver Business Warehouse

• Processing of rebate settlements (for example, account determination, taxation, and printing) when SAP CRM trade claims and funds is integrated with SAP ERP enhanced rebate processing (for more information, see the release noteCRM_CF_1: Integration of SAP ERP Enhanced Rebate Processing into Trade Claims and Funds (New)

Note:

).

• To use this function, you need to activate the business function ERP, Integration with Claims and Funds Management

• Settlement data for prepayments and carried-over prepayments is not transferred to

(ERP_CF_INTEGRATION_1) in SAP enhancement package 5 for SAP ERP 6.0.

Billing

• This integration scenario is not supported for the following processes :

(SD-BIL).

- Billing in SAP CRM Intellectual Property Management

- Rebate settlement processing in SAP CRM


Settlement data can be transferred to Billing

For data to be transferred correctly from

(SD-BIL) and also directly to the SAP ERP accounting components.

Billing (SD-BIL) to SAP Dispute Management, the Billing


(SD-BIL) component and the relevant accounting components of SAP ERP must reside in the same installation and the same client.

You need to make the settings described in the documentation for the billing feature Integration to SD Billing (in Customizing for Customer Relationship Management, under Billing -> Configure Application).

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Basic Functions -> Claims Management -> Claim Settlements -> Integration of Claim Settlements into SAP ERP Billing (SD-BIL) .

CRM_CF_1: Transfer of Notes for Settlement Documents to Integrated Applications (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Claims and Funds Management (CRM_CF_1), you can transfer notes that have been created for claim settlement documents to an integrated system.

• If you use integration to the

Note:

Billing

• If settlement documents are transferred directly to SAP ERP accounting, you can add or change notes in SAP CRM.

(SD-BIL) component in SAP ERP, you cannot add or change notes in SAP CRM once a settlement document has been transferred.


To use this function, activate the feature Transfer Note Texts to Follow-On Appl. in Customizing for Customer Relationship Management, under Billing -> Configure Application

.

CRM_CF_1: Claim Taxation (New) Use


Based on markets for which taxation is required, especially those for which it is legally required, you can choose to enable the function for the following claims processes:

(CRM_CF_1), taxation is available in combination with trade promotion management.

• Claim submissions (manual and automatic)

• Funds-based chargebacks

• Prepayments and carried-over prepayments

• Direct payments

• Settlements

The taxation function allows you to do the following:

• Create claim submissions manually You can create claim submissions for invoice claims manually in SAP CRM.

• Enter input and output tax in manual and automatic claim submissions When entering tax codes in SAP CRM, they must be the same as those used in SAP ERP. Tax codes are transferred from SAP ERP. Note: As in previous releases, claim submissions for deduction claims are generated automatically in SAP CRM from dispute cases in SAP ERP.

• Post input tax to Financial Accounting (FI) from the claim submission

• Create claims that are input-tax-relevant after maintaining input tax and amount information in corresponding claim submissions You set the tax direction in the claim. The tax direction options are input, output, and none.

• Process claim settlements that are tax-relevant in the billing application in SAP CRM or SAP ERP

• Use account determination to determine the correct accounts in FI for both the posting from the claim submission and from billing

• Create a funds-based chargeback or a carried-over prepayment from a claim submission that contains tax information The object you create will contain tax information based on the originating claim submission.

• Create a carried-over prepayment from a funds-based chargeback that contains tax information The carried-over prepayment you create will contain tax information based on the originating funds-based chargeback.

• Verify that calculated tax amounts match claimed tax amounts You can run a tax difference report to ensure that calculated tax amounts match the account's claimed tax amounts after tax determination has been performed.


The WebClient user interface (UI) has been updated as follows:

• The New

• New search criteria relating to taxation are available in the search page for claim

pushbutton is available from the claim submissions search results list to manually create a claim submission for an invoice claim.

submissions. For example, you can search for claim submissions with the status Posted to FI

• Overview pages are available for the new claim submission types

.

Manual Claim Submission with Tax, and Automatic Claim Submission with Tax

-

. These overview pages are similar to non-tax-relevant claim submission overview pages, but with additional elements. The following have been added to the overview pages for both claim submission types:

Taxes and Amounts section under

- Tax-relevant fields in the

Claim Submission Details

Amounts section under

- Tax-relevant user and system statuses

Claim Submission Details

- Taxes and AmountsThis allows you to enter the tax code and net amounts.

assignment block

- Calculated Taxes and AmountsThis displays the amount results of the tax difference report.

assignment block

The overview page for the Automatic Claim Submission with Tax also includes the Original Disputed field under Dispute Case Data. The Requested field now appears under Amounts from Dispute Case

• Overview pages are available for tax-relevant claims. These overview pages are similar to their non-tax-relevant counterparts, except that the

.

Tax Direction field has been added, and new tax-relevant fields are available in the Amounts section under Claim Details. The Tax Direction field is available in the Resolution table for claims. This allows you to specify the type of tax that applies to the claim item; either input, output, or none. In the overview page for the Direct Payment with Tax claim type, the Tax Direction field is in the Fund Assignment

• A

block.

Net Amount field has been added to the Amounts


section for carried-over prepayments and chargebacks with tax.

Dispute case integration exists as in previous releases. However, you can now transfer a dispute case to a claim submission type that supports taxation. To do so, you define the required mapping in the Map Dispute Case Types to Transaction Types

• Input tax from the claim submission is posted to FI. Posting is performed in the customer or vendor account, the tax account, and the reconciliation account, which is determined using account determination. The accounting document is visible in the

activity in Customizing.

Edit G/L Account Centrally (FB03) transaction. You can navigate to this document directly from SAP CRM using the Transaction History

You can use SAP CRM Billing integration to settle claims as in previous releases. However, you also have the option of using the

assignment block in the overview page for the claim submission.

Billing (SD-BIL) component in an integrated SAP ERP system. For more information see the release noteCRM_CF_1: Claim Settlement Integration into SAP ERP Billing (SD-BIL)

When you settle a claim, the system carries out the following:

.

• Input tax is calculated but not posted. The calculation is used solely for the tax difference report.

• Output tax is calculated and posted to FI. The calculation is also used for the tax difference report.

• Expenses are posted to FI, and the reconciliation account is resolved.


You can use the Tax Difference Report (CRM_CLA_CSD_TAX_DIFF) to compare the tax amounts that the user manually enters into the claim submission to the tax amounts calculated by SAP CRM Billing or SAP ERP Billing. You run this report in the background and view results in the application log. This report also updates amounts in the tax-relevant fields under Amounts in the overview page for the claim, and in the Calculated Taxes


assignment block.


•


Claims Management ->

•

Define Basic Settings for Claim Taxation in TPM

Billing -> To enable claim taxation in this existing activity, you must activate the following billing features:

Configure Application

-

-

Claim Taxation

-

Determination of Reconciliation Account

Furthermore, to use the Ref. Predecessors in Billing Doc. Item

Billing (SD-BIL) component, you must activate the billing feature Integration to SD Billing

•

.

Basic Functions -> Taxes -> ERP Tax Codes ->

•

Check ERP Tax Codes

Claims Management -> Integration -> Integration to Accounting ->

•

Transfer Claim Submission to Accounting


•

Define FI Subledger for Manual Claim Submission Input Tax


•

Check ERP Payment Block Reasons

Funds Management -> Funds Plan and Funds -> Define Expense TypesThis is an existing activity to which the column

Tax Direction

•

has been added to indicate the type of tax.

Transactions -> Basic Settings -> This is an existing activity to which the following features have been added:


- The Source Type

- A new Customizing header for claim submission transactions of transaction category

field has been added to the Customizing header for claims business transactions of transaction category BUS2000311. This indicates whether the claim is created automatically from a dispute case, or manually in the SAP CRM WebClient UI.

BUS2000310 Claim Submission has been added. It allows you to define whether you want the Taxes and Amounts

- The

assignment block to be available for a transaction type, and whether the claim submission is created manually in SAP CRM or automatically from a dispute case in SAP ERP.

Tax Relevant

•

checkbox has been added to the claims, chargebacks, and carried-over prepayments business transactions.

Claims Management -> Integration -> Integration to Dispute Management ->

This is an existing activity. You use it to ensure that dispute cases are mapped to claim submission types that support taxation.

Map Dispute Case Types to Transaction Types

See also

Release note



http://help.sap.com/crm-core -> SAP CRM

7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Basic Functions -> Claims Management

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Claims and Funds Management

CRM_CF_1: Live Rates (New) Use


The following features are available with live rates:

(CRM_CF_1), you can use live rates with trade promotion management. You use live rates to plan, calculate, and post budget amounts in funds management for trade promotion activities.

• Use territory management to define responsibilities

• Plan live rates for a fiscal period based on combinations of account hierarchy nodes and product categories or products

• Integrate with funds management to post budget updates to funds using budget postings These updates are reflected in the funds checkbook.

• Update live rates throughout the entire promotional lifecycle

• Report on the live rates planning process using new key figures


The WebClient UI has been updated as follows:

• The business role Trade Finance Professional

- The

(TRD_FIN_PRO) has been enhanced to include the live rates functionality.

Live Rates Plans application is available under Funds Management

• The following new search parameters are available for fund postings:

in the navigation bar.

-

-

Performance Budget


Performance Budget Manual Update

You must download the account and product hierarchies used in live rates planning from SAP ERP to SAP CRM and SAP NetWeaver BW.


You use the following new reports in the live rates planning process. Each of them can be run as a background job:

• This report creates live rates planning elements for a live rates plan. The system creates live rates planning elements based on live rates territories, and account and product hierarchy levels.

Live Rates Planning Elements Creation

• This report performs the following functions: Live Rates Fund Determination

- Determines the funds that are available for live rates planning and builds the Additional Fund Budget

- Determines the account hierarchy node and product hierarchy and category combinations that can be used for live rates planning

assignment block in the live rates plan

• This report identifies some of the pertinent master data changes made to the product hierarchies used in live rates. The report then applies these changes to the planning data of the live rates planning elements for the live rates plan that is specified in the job.

Live Rates Pertinent Master Data Changes (PMDC)

• Live Rates Posting

This report posts budget amounts calculated from live rates planning and posts any additional fund budget amounts that are manually added to the live rates plan. Budget amounts are posted to funds that are determined after running the Live Rates Fund Determination


report.


•

, in the following sections and activities:

You make settings in all of the activities under Funds Management

Funds Management. You make specific settings for live rates in Define Fund Types

•

, where you indicate that fund types can be used in live rates planning.

You make settings in all of the activities in this new section. Trade Promotion Management -> Live Rates

•

- You define transaction types for performance budget updates and for manual performance budget updates in

Transactions -> Basic Settings


- There is a new budget posting type

.

Performance Budget Update

•

available in the budget posting Customizing header. You use this to define budget posting transaction types that identify budget postings that result from live rates planning.

You make settings in all of the activities under territory management. Master Data -> Territory Management

See also

For more information, see the main release note for business function Claims and Funds Management (New)

For more information on territory management enhancements, see the release note

.

CRM_SLS_SRV_1: Territory Management (Enhanced)


.

http://help.sap.com/crm-core ->


SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Marketing -> Trade Promotion Management -> Live Rates Planning.



SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Master Data -> Territory.


SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Claims and Funds Management.

CRM_CF_1: Upload of SAP ERP Statistics Values to SAP CRM Funds Mgmt (New)

Use

Smart Filtering during Upload of Statistics Values

Condition records are created in SAP CRM for SAP CRM trade promotions and are transferred to SAP ERP. From these condition records, statistics are built that are then updated continuously through SAP ERP billing documents. The statistics values are uploaded back to SAP CRM and posted to SAP CRM funds management. This is done with the help of reports that filter the values based on the funds plan ID.


New Upload Reports

(CRM_CF_1), smart filtering is used to upload changed values only and ignore the unchanged ones. This improves upload performance considerably.


The reports use middleware to upload the data and replace existing reports that use RFC calls.

(CRM_CF_1), there are 4 new reports available in the batch processing framework for the integration of trade promotions with budget control in SAP CRM funds management. The reports are used to upload trade promotion-related data from SAP ERP to SAP CRM funds management. As a result, fund postings are generated for the corresponding value categories. The aggregated values for each of these value categories can be seen in the fund checkbook and the fund usage checkbook.

• This report uploads the trade promotion-related free goods and discounts that have been generated in SAP ERP. After the discounts and free goods are transferred to SAP CRM, they are loaded into funds management using the

Discounts and Free Goods Load

External Settlement posting transaction. From these values, fund postings are generated for the Settled, Externally Settled, and ExpensedYou may choose to run this report instead of the existing

value categories. Discount Load

•

RFC report that covers discounts but does not cover free goods.

This report uploads sales data from SAP ERP to SAP CRM. The data is used to build accruals for promotional rebates in SAP CRM, in a business scenario where promotional rebates are accumulated to be paid back to the account at a later date.

Sales Volume Load (Middleware)

You may choose to run this report instead of the existing Sales Volume Load

•

RFC report.

This report uploads accruals built in SAP ERP to SAP CRM. After the values are transferred to SAP CRM, fund postings are generated. The uploaded values are posted into the

External Accruals Load

Settled and the Accrual Balance value categories. The Settled

This report is new. Running it is mandatory in a scenario where you use SAP ERP enhanced rebate processing in trade promotions in combination with SAP CRM funds management and claims management. In this scenario, accruals are built in SAP ERP from the sales volume.

value category is only updated if there have been settlements in SAP ERP.

• This report uploads purchasing data from SAP ERP to SAP CRM. Trade promotions may, for example, need advertising media, such as purchased displays to present the products. In the system, these trade spends are represented by spend type

Actuals and Commitments Load

Purchasing. Actuals are actual costs incurred as the result of an invoice received for a purchased good. Commitments are costs for a purchased good that have not been invoiced yet. From these values, fund postings are generated automatically. The actuals are posted

into the Expensed and the Settled value categories, the commitments into the CommitmentsYou may choose to run this report instead of the existing

value category. Actual Download from ERP

RFC report that covers actuals but does not cover commitments.

CRM_CF_1: Funds Management (Enhanced) Use


The

(CRM_CF_1), you can use a new option in Customizing for the fund determination process.

All Branches Down option in the Define Fund Determination Profile activity is a top-down search that checks for funds in all branches of the account hierarchy. The search proceeds down the hierarchy until it finds at least one fund in each branch. This search option is useful when performing budget transfers. After selecting the option, you can configure the system to search the hierarchy down to a relative level, a fixed level, or both. The To Level represents the relative number of levels to search down from, starting after the account hierarchy node level specified in the fund attributes. The Max Level

For example, you set 3 under

is the fixed number of levels that are searched starting from the top of the account hierarchy.

To Level and 8 under Max Level


. For an account hierarchy node at the second level of the hierarchy, the system goes from the first level of the hierarchy to the second, searches the second level and does not find any funds. The system continues searching down as far as the fifth level in the hierarchy, as this is three levels after the account hierarchy node, and does not surpass the maximum level. For an account hierarchy node at the sixth level, the system can only search down two levels instead of three, as it must stop at the eighth level in the hierarchy.

You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the activity Funds Management -> Fund Determination -> Define Fund Determination Profile. This is an existing activity that has been modified to include the additional option All Branches Down

See also

.



-> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Trade Promotion Management -> Funds Management

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Claims and Funds Management

CRM_CF_1: Duplicate Claim Diagnosis (New) Use

As of enhancement package 1 for SAP CRM 7.0, business function Claims and Funds Management (CRM_CF_1)

You can use the following functions to identify duplicate claims:

, you can identify duplicate claims. The claim duplicate diagnosis enables you to avoid duplicate payments or settlements and to reduce the workload for researching duplicate claims.

• Claim deduplication profiles that define how the system identifies duplicate claims. You assign claim deduplication profiles to claim and claim submission transaction types.

• Checking criteria that the system uses to identify duplicate claims, for example, Claiming Account, External Reference Number, and Claimed Amount

• Deduplication checking procedures such as Initial and

. You can also define your own checking criteria.

Complete

- The initial procedure is run after the claim analyst has entered a claiming account and an external reference number. It is run each time the transaction is saved before a trade promotion is added to a claim.

that are run automatically or manually.

- The complete procedure is run when a trade promotion has been added to a claim.

- Error or warning messages are displayed to the user when a duplicate is found.


In the claim details, there is a new field Ignore Duplicate Reason

In claims, there is a new

where the claims analyst identifies the reason why the claim is valid, even though the system has identified it as a duplicate.

Duplicate Claims


assignment block where duplicate claims are identified.

You make the Customizing settings for this function in Customizing for Customer Relationship Management, in Claims Management -> Claim Deduplication

•

.

Define Deduplication Profiles

• The Business Add-In (BAdI)

to define how to identify duplicate claims.

BAdI: Claim Deduplication

See also

can be used to define your own attributes that the system uses to identify duplicate claims. With this BAdI, you can also design complex checks (for example, a substring of the reference number).

For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM -> Application Help -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Trade Promotion Management -> Claims in the TPM Business Scenario -> Duplicate Claim Diagnosis.

CRM_CF_1: Claim Chargeback Recovery (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Claims and Funds Management (CRM_CF_1), you can handle chargeback recoveries more efficiently using the claim chargeback recovery

You can now do the following:

process, which allows for easier data exchanges between SAP ERP and SAP CRM.

• Transfer payments directly from SAP ERP to SAP CRM for processing This reduces the number of required manual entries in the each system, thereby ensuring quicker and more consistent results when dealing with recoveries.

• Navigate directly from SAP ERP to the claim chargeback recovery overview in SAP CRM after payment transfer is complete

• Search for chargeback recoveries in SAP CRM

• Add chargebacks to existing claim chargeback recoveries You can add one or more chargebacks to which the payment should be applied.

• View attributes of payments that have been transferred to SAP CRM You can read existing attachments and add new ones. You can also create and update the parties involved.

• Release claim chargeback recoveries and transfer data back to SAP ERP After you have applied the chargeback recovery, you release it. Releasing the chargeback recovery triggers a validation process to ensure that the repayment amount is equal to the assigned amount. Then SAP CRM transfers the payment ID, dispute case ID, amount, and currency back to SAP ERP. The item to which the payment is applied is determined in ERP. In cases where more than one open item is found, the older one takes precedence.

• Archive claim chargeback recoveries



• Search page for claim chargeback recoveries

• Claim Chargeback RecoveryIn addition to common elements such as general data, assignment blocks for project-based and funds-based chargebacks are available to view and edit.

overview page


The Edit G/L Account Centrally


(FB03) transaction in SAP ERP now includes an additional component to create a claim chargeback recovery in SAP CRM. When you select this component, you access functionality that allows you to first create the claim chargeback recovery and transfer it to SAP CRM, and then navigate directly to SAP CRM to display the recovery.

Customizing for SAP CRM


•


Transactions -> Basic Settings -> Number ranges for claim chargeback recoveries have been added to this existing activity.

Define Number Ranges

• Claims Management -> Claim Chargeback Recovery ->

•

Map Systems to Transaction Types

Claims Management -> Claim Chargeback Recovery -> Business Add-Ins (BAdIs) -> SAP CRM is integrated with SAP ERP for the claim chargeback recovery process. You can use this generic BAdI to enhance data transfers from SAP ERP to SAP CRM. The following transfers can be enhanced:

BAdI: Data Exchange

- SAP ERP payments to SAP CRM claim chargeback recoveries

- SAP ERP dispute case updates to SAP CRM claim submissions, claim chargeback recoveries, and claim chargebacks

By default, only certain attributes sent from SAP ERP are handled by SAP CRM. You can create a custom implementation for this generic BAdI to do the following:

- Modify data that is defaulted from the SAP standard

- Handle additional attributes The BAdI interface name is CPE_DATAEXCH_BADI. The interface contains several methods. The only method relevant for the two types of transfers from SAP ERP to SAP CRM is CRM_DATAEXCH_R3D_MBDOC_FILL

• Any other activities required for Claims Management in general

.

Customizing for SAP ERP

You make the Customizing settings for this function in Customizing for Financial Supply Chain Management

•


•

Dispute Management -> Process Integration with Accounts Receivable Accounting -> Integration with Claims Management -> Automatic Claim Chargeback Recovery Process -> Activate Claim Chargeback Recovery Process

•

Dispute Management -> Process Integration with Accounts Receivable Accounting -> Integration with Claims Management -> Automatic Claim Chargeback Recovery Process -> Define Reason Codes

•

Dispute Management -> Process Integration with Accounts Receivable Accounting -> Integration with Claims Management -> Automatic Claim Chargeback Recovery Process -> Activate Database Indexes

•

Dispute Management -> Process Integration with Accounts Receivable Accounting -> Integration with Claims Management -> Automatic Claim Chargeback Recovery Process -> Define Payment Advice Types

•

Dispute Management -> Process Integration with Accounts Receivable Accounting -> Integration with Claims Management -> Automatic Claim Chargeback Recovery Process -> BAdI: Assignment of a Payment Item to Invoice Items

•

Dispute Management -> Process Integration with Accounts Receivable Accounting -> Integration with Claims Management -> Automatic Claim Chargeback Recovery Process -> BAdI: Check of a Line Item for Payment Relevance

You make the Customizing settings for this function in Customizing for

Dispute Management -> Process Integration with Accounts Receivable Accounting -> Integration with Claims Management -> Automatic Claim Chargeback Recovery Process -> Transfer Payment to CRM

Integration with Other mySAP.com Components, in Customer Relationship Management -> Settings for Financial Accounting -> BAdI: Transfer Payment to CRM

See also

.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM

7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Trade Promotion Management -> Chargebacks

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Claims and Funds Management

CRM_CF_1: Multiple Claim Submissions (New) As of SAP enhancement package 1 for SAP CRM 7.0, business function Claims and Funds Management


(CRM_CF_1), you can quickly validate and approve claims by combining claim submissions into a single claim.

• Create a combined claim from the claim submissions search results list You can combine multiple deduction claim submissions into a single deduction claim, or create a single invoice claim from several invoice claim submissions. You cannot mix claim submission types; in other words, you cannot combine a deduction claim submission with an invoice claim submission.

• Add and delete claim submissions

• Add a trade promotion to the combined claim

• Default validated amounts to claim submissions in the claim resolution table These amounts are based on the reserved amount defined in the fund usages. If a project requires it, you can use a business add-in (BAdI) to override the delivered setup and enable allocation of the full unresolved amount to trade promotions and their expense types and product combinations.

• Validate, approve, and settle the combined claim The claim is validated and approved only at the header level. This makes it possible to simultaneously validate and approve each claim submission included in the claim.


The WebClient user interface has been updated as follows:

• The Combine

• New overview pages are available for a deduction claim with multiple claim submissions, and for an invoice claim with multiple claim submissions. These overview pages closely resemble the standard claim overview page, with the following differences:

pushbutton is available for the claim submissions search results list.

- The Claim Submissions

- There is no information relating to claim submission amounts in the

assignment block is available as a read-only summary of claim submissions included in the combined claim.

Amounts area of the Claim Details

- The system displays the claiming account of the first claim submission added to the combined claim in the

section.

General Data section, and there is no Payee

- There is a

field.

New Status field instead of a Set Item Status

- Claim submissions are displayed in the

field, since combined claims are validated and approved only at the header level. You cannot approve at the item level.

Resolution assignment block, and can be removed by selecting the claim submission and then choosing the Delete

- Two new options are available under

pushbutton.

More in the Resolution assignment block. The Add Claim Submission option allows you to add a claim submission to the combined claim. The Default Validated Amounts

- The

option calls a Business Add-In (BAdI) definition. The default implementation takes the unassigned amount for each claim submission and, according to the fund reserved amount, calculates the amount to assign to each product item.

Split option under More in the Resolution


assignment block has been disabled, since you cannot perform an item-level split to use a different fund.


•


Transactions -> Basic Settings -> This is an existing activity. An option has been added that allows multiple claim submissions for invoice claim and deduction claim transaction types.


• Claims Management -> Multiple Claim Submissions ->

•

Define Expansion Levels for Resolution Table

Claims Management -> Business Add-Ins (BAdIs) ->

See also

BAdI: Defaulting and Distributing Amounts



-> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Trade Promotion Management -> Claims in the TPM Business Scenario

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Claims and Funds Management

CRM_CF_1: Generic Functions for Claims (New) Use


• Ability to configure SAP CRM to work with external references

(CRM_CF_1), the following generic functions are available:

You do this in Customizing to ensure proper integration between SAP CRM and SAP ERP, as required by various claims management functions such as claim taxation.

• Additional assignment blocks for various claim objects


The following assignment blocks have been added to various claim objects:

• This displays customized partner functions. This assignment block is available for claim item objects.

Parties Involved

• This allows you to record external reference numbers defined by the claiming account to identify their documents. These numbers can be included in follow-up documents. This assignment block is available for claim submissions, claims, chargebacks, prepayments, and carried-over prepayments.

Additional External References

• This allows you to schedule actions pertaining to the claims management object. This assignment block is available for claims, claim submissions, chargebacks, prepayments, and carried-over prepayments.

Scheduled Actions


You make the Customizing settings for this business function in Customizing for Customer Relationship Management, in Claims Management -> Integration -> Define Mapping for External Reference Types

You make the Customizing settings for this business function in Customizing for

.

Integration with Other mySAP.com Components, in Data Transfer to the SAP Business Information Warehouse -> Settings for Application-Specific DataSources (CRM) -> Settings for Extracting CRM Objects -> Define Extraction of External References

See also

.



-> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Claims and Funds Management

http://help.sap.com/crm-core

-> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Basic Functions -> Claims Management

Business Function Loyalty Partner Management CRM_LOY_PART_MAN: Business Function Loyalty Partner Management (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Loyalty Partner Management

Partner Management further enables the participation of partners in loyalty programs, thereby increasing value for the members as well as generating additional revenue for the brand owner. The Partner Management is fully integrated with CRM billing, so points earned with partners can be tracked and partners can be billed for these points.

(CRM_LOY_PART_MAN) is available. This business function enables loyalty hosts to run loyalty programs in collaboration with external partners, like hotel chains, car rentals or retailers.

Partner management in the context of loyalty programs is divided into two parts as follows:

• Partner operations: Deals with management partnerships, point transactions, point accounts and partner billing.

• Partner communication: Describes partner accessibility, web integration as well as IC integration.


•

•

Partnerships

•

Partner Communication

Partner Point Account Activities and Operations

CRM_LOY_PART_MAN: Partnerships (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Loyalty Partner Management, the following functions are available for loyalty partnership:

• Create and maintain partnerships.

• Create and maintain partner point accounts.

• Sell points to the partner.

• Buy points from the partner.

• Integrate partner activity processing with partner point accounts using partner point transactions.


• The report CRM_LOY_PSH_EXPIRE selects partnerships with the following conditions and changes the status to 'expired'.

- The partnerships must be active.

- The end date is passed.

- The point balance is zero.

• The report CRM_LOY_PSH_POINT_SETTLEMENT does the following:

- Selects the loyalty program and its partnerships which are active.

- Based on the buy and sell transaction types that the user chooses, the report creates sales orders and returns of these types to settle point balances.

- Creates sales orders for the corresponding transaction type to settle point balances of the specified partnerships.

• The report RLOY_PSH_ACCOUNT_STATEMENT generates account statements for either all the partnerships or the selected partnerships. The PDF is displayed as an attachment under the 'Attachment' assignment block of the respective partnership overview page.


You make the Customizing settings for this function in Customizing for CRM-LOY-PSH

•

to maintain partnership settings in the following customizing activity:

The following BAdIs are used to modify the functionalities of a partnership:

Define Partnership Settings

•

•

BAdI: Partner Tier Validation

•

BAdI: Partnership Validation

•

BAdI: Additional Operations for Partnerships

See also

BAdI: Additional Operations for Partner Tier Mapping

Business function release note:

• Loyalty Partner Management (New)

CRM_LOY_PART_MAN: Partner Communication (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Loyalty Partner Management, the following features are available for partner communication in the Partner Channel Management application:

• The company profile displays existing partnerships for the channel partner. It is possible to navigate to the individual partnership following the active link.

• Display account statement in partnership. The account statement is available as a PDF.

• Advanced search functionality for partners to search for their individual partner point transactions that have a reference to the partner.

• Advanced search functionality for partners to search for partner activities that have a reference to the partner.

• Enable partners to create and register a new member and create memberships.

• Advanced search functionality for partners to search for members that were created by the partner.

• Advanced search functionality for partners to search for memberships that have a reference to their partnerships because these memberships are registered by the partner.

• Allow partners to only create memberships with a reference to their own partnerships and not on behalf of other partners.


Enhancements have been made on the WebClient UI in the following pages of:

• Membership

• Member

• Member Activities

• Partner Point Transactions


You make Customizing settings in the following Customizing activities:

•

•

Create Rules

See also

Create Rights

Business Function Release Note

• Loyalty Partner Management

CRM_LOY_PART_MAN: Partner Point Account Activities (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Loyalty Partner Management, you can manage partner point accounts and partner point transactions for partnerships. The features available are:

• Assign or change a settlement material to the partner point account.

• Assign or change an overdraft amount to the partner point account.

• Create credit and debit transactions for a partnership.

• Execute point settlement reports to create a point sales transaction to bill a partner and create a credit note for a partner with positive point balance.

• Transfer points between two partnerships that belong to the same loyalty program.


The report RLOY_PPA_TXN_EXTRACT


exports the partner point transactions of a partnership to a CSV file. The CSV file is displayed as an attachment in the partnership overview page.

You make the Customizing settings for this function in Customizing for CRM-LOY-PPA

•

in the following customizing activities:

•

Define Partner Point Transaction Columns for Export

•

Define Partner Point Transaction Reasons

Define Matching Item Status for Creation of Partner Point Transactions

To make the EEW fields editable, use the BAdI:

•

See also

BAdI: Enabling EEW Fields for Editing


• Loyalty Partner Management

Business Function Loyalty Productivity CRM_LOY_PROD: Business Function Loyalty Productivity (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Loyalty Productivity


(CRM_LOY_PROD) is available. With this business function you can manage new features such as loyalty benefits, vouchers, outbound correspondence, cards integration UI, membership enhancements and loyalty analytics. You also have enhancement to existing features such sales order integration, complaints, web channel integration, archiving of loyalty objects, and to the loyalty engine.

•

•

Loyalty Engine Enhancements (Enhanced)

•

Loyalty Management CRM Web Channel Integration (Enhanced)

•

Complaints Management (Enhanced)

•

Sales Order Integration (Enhanced)

•

Vouchers (New)

•

Benefits (New)

•

Outbound Correspondence (New)

•

Card Integration UI (New)

Membership Enhancements (New)

CRM_LOY_PROD Loyalty Engine Enhancements (Enhanced) As of SAP enhancement package 1 for CRM 7.0, business function CRM_LOY_PROD Loyalty Productivity

• Introduction of

, the loyalty engine has been enhanced to do the following:

raise warningYou can use this action during your rule design for reward rules. During the rule execution, the loyalty engine logs a reason indicating why the rule statements or rule did not trigger any expected action, such as assign points.

action.

This makes it possible for an interaction center agent to trace entries in the processing log, for example to answer a loyalty program members' inquiry regarding missing rewards. Previously, the interaction center agent only saw an entry in the processing log that a rule condition was not met, but now the agent can see a more detailed message, that explains why the rule did not perform any other action. This requires that you design rules by also considering the negative conditions, and the system raises warnings when the negative conditions are met. For example, if one of the conditions for the reward is that the member is part of a certain membership tier, a rule statement can check if the tier is not the required one, and then raise a warning indicating so.

• New input parameter expiration procedureYou can use this parameter in your rule design. It introduces the flexibility to have different expiration periods based on conditions in the rules statements, so that members meeting certain conditions longer or shorter validity periods of their tiers. For example, members belonging to certain countries may be allowed to have longer validity periods than other countries.

for tier transition.

• Changed update of last transaction date. You can update the last transaction date (such as a member activity) as a reward rule-based action, which is triggered when certain conditions are met, or you can let the loyalty engine update the last transaction date automatically. This is configured in the loyalty engine settings.


For the update of the last transaction date, the parameter OPTION_UPDT_MSH_TRANS_DT was introduced in the Customizing activity Define Loyalty Engine Parameters. If the parameter is switched on (default), the loyalty engine sets the last activity date under membership automatically. If the parameter is switched off, you use the action Update Membership


in the reward rules to update the last transaction date.

You have to make Customizing settings in the following Customizing activities:

• For the raise warning action and the expiration procedure: Customer Relationship Management -> CRM Cross-Application Components -> Rule Builder -> Define Rule Policy Types

• For the update of the last transaction date:

.

Customer Relationship Management -> Marketing -> Loyalty Management -> Processing Settings -> Define Loyalty Engine Parameters

• To remove the

.

last activity date and the customer enhanced field in the update membership activity: Customer Relationship Management -> Marketing -> Loyalty Management -> Business Add-Ins for Loyalty Management -> BAdI: Removal of Customer Extended Fields

See also

.

Business function release note: CRM_LOY_PROD Loyalty Productivity (New)

CRM_LOY_PROD: Loyalty Management CRM Web Channel Integration (Enhanced)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function CRM_LOY_PROD Loyalty Productivity

• Redeem points for reward products: Mixed payment and variable mixed payment in the Web shop using a points calculator function. Mixed payment enables you to pay with loyalty points and currency in one sales transaction.

, the loyalty management Web Channel integration has been updated to include the following:

• Show points that can potentially be collected in the Web shop during a transaction.

• Allow a maximum of points the Web shop customer is allowed to use for a purchase.

• Additional campaign details page in the Web shop.

• Allow browsing of reward catalog without prior logon to the Web shop.

• Additional account information in the account summary page in the WebClient UI.

Loyalty management CRM Web Channel integration has an impact on your Web shop and your account transactions page in the WebClient UI.


You make settings for these features in Customizing for Customer Relationship Management in the following activities:

• To set up mixed payment in the Interaction Center and Web Channel sales order integration: Customer Relationship Management -> Marketing -> Loyalty Management -> Channel Integration -> Define Mixed Payment for Sales Order Integration

• To customize a hyperlink from the campaign ID to the

.

Campaign Details page in the Web shop: Customer Relationship Management -> Web Channel -> Basic Settings -> Business Add-Ins (BAdIs) for Web Channel -> BAdI: Campaign Details Page

See also

.

• Business function release note: CRM_LOY_PROD Loyalty Productivity (New)

•

CRM_LOY_PROD: Sales Order Integration (Enhanced)

CRM_LOY_PROD: Complaints Management (Enhanced) Use

As of SAP enhancement package 1 for CRM 7.0, business function CRM_LOY_PROD Loyalty Productivity

• New complaint type

, complaints management has been enhanced to include the following:

A new complaint type, Report Missing Transactions (RMTS) is available. Members use this complaint type to report purchases that may not have been accounted for in their point account. The transaction of type report missing transactions can be created from the UI, the Interaction Center and the Web Shop. An interaction center agent can create a missing transactions complaint type as a follow-up to the sales order. This can be done for loyalty scenarios Buy Points and Points Accrual.

• New member activity type A new member activity type Complaints Resolution is available. An IC agent can initiate the creation of this member activity type. Classification and sub classification can be maintained for this activity type.

• Award points An interaction center agent can create a member activity to award points to the member for Complaint resolution.

• Tracking and reporting You can track complaints using membership ID. You can define if the membership ID is a mandatory or an optional field for all complaint types - standard and newly created ones.

• Enhancements to the UI Membership ID field is available for all default complaint types provided by SAP. Award Points button is available on the complaint document for all complaint types other than report missing transactions.



•

•

Assign Item Categories for Member Activity Creation in Complaints

•

Define Requirement of Membership ID for Complaint Types in Loyalty

•

Define Member Activity Categories and Types

See also

Define Categories and Types for Sales Order Integration


CRM_LOY_PROD Loyalty Productivity (New)

CRM_LOY_PROD: Sales Order Integration (Enhanced) Use


• Mixed payment to redeem points for reward products using a function to determine product value in terms of points.

, sales order integration has been enhanced to include the following:

- Maintain conditions related to loyalty redemption scenarios

- Set conditions for minimum and maximum point values for redemption

- Conversion technique to convert points into money.

• Flexible payment calculation for standard products using conversion technique.

• Create member activities from sales order at the header level, item lever or both for all loyalty scenarios.

• Validate member point account for availability of points.

• Point information in the billing document.



•

•

Define Mixed Payment for Sales Order Integration

•

Determine Point Procedures

•

Assign Product Hierarchy for Sales Order Integration

See also

BAdI: Determine Point Price using Condition Technique


Web Channel Integration release note:


Loyalty Management CRM Web Channel Integration (Enhanced)

CRM_LOY_PROD: Vouchers (New) Use


• Create and distribute the following types of vouchers:

, you can use the following voucher functions:

- Anonymous vouchers

- Personalized vouchers

- Tell-a-friend voucher

- Point consuming voucher

• Search vouchers

• Mass change of voucher status

• Consume vouchers in sales order and at Point-of-Sale

• Voucher assignment block in membership, accounts and contacts overview pages

• Voucher archiving

• Generate vouchers through member activities


This business function provides the following enhanced functions for voucher campaigns:

• Create and distribute the following types of voucher campaigns:

- Anonymous vouchers

- Personalized vouchers

- Tell-a-friend voucher

- Point consuming voucher

• Generation of voucher codes on campaign execution

• Mass change of voucher status for a segment

• A new voucher section in campaign that supports the following attributes for all types of voucher campaigns:

-

-

Usage Restriction

-

Code Type


Order Cancellation Behavior


•

•

Define Voucher Code Variants

•

Define Number Range Interval for Voucher Codes

See also

BAdI: Convert Voucher Code to Alphanumeric Form



CRM_LOY_PROD: Benefits (New) Use


• Create different types of benefits.

, the features for loyalty benefits can help you do the following:

• Create benefit groups.

• Manually assign benefits to account membership agreements.

• View inherited benefits for account membership agreements.

• Manually assign benefits to a membership at the membership level.

• View inherited benefits for a membership.

• Create benefit consumption member activities.

• Create sales orders for purchase of benefits by members.

• Limit usage of benefits.

See also



CRM_LOY_PROD: Outbound Correspondence (New) Use


• Event triggered correspondence to inform members about changes to their membership.

, the following features are available for loyalty outbound correspondence:

• Mail templates to define events for electronic channels such as e-mail and short messaging service (SMS)

• Direct and batch execution of outbound correspondence

• Enhanced mail form attributes for loyalty



•

•

Define Receiver Types

•

Define Events and Assign Receiver Types

•

Define Residence Time for Outbound Correspondence

•

Define Outbound Correspondence Profiles

See also

BAdI: Business Logic for Outbound Correspondence



CRM_LOY_PROD: Card Integration UI (New) Use

As of enhancement package 1 for SAP CRM 7.0, business function Loyalty Productivity, CRM_LOY_PROD, the following features are available:

• Automatic creation of cards on membership creation When a membership is created, a set of cards are automatically created for this specific membership as defined in the customizing. These cards can be payment relevant or nonpayment based. One card among the set would be a basic card while the others are tier dependent.

• Defaulting card attributes The card attributes such as Card Layout, Validity dates, Card Processor and so on are determined as defined in the customizing based on the card type. When a specific card type is selected, the attributes defined for this card type are defaulted.

• Automatic replacement of cards on tier change When a membership upgrades or downgrades to another tier, the existing card associated to the original tier expires and is automatically replaced by a card which is associated to the new tier.

• Card replacement and expiration If the renewal date of an existing card has lapsed, then a replacement card with a new validity period is created and when the 'Valid To' date of this existing card lapses, the card expires.

• Status update for lost or stolen cards When a member reports loss of a card, the IC Agent can change the status of the card to lost or stolen and can manually create another similar card with the same data.

• Card processes - Order cards for printing through an external card service provider. The data of the cards created in the recent past are sent to the external card service provider and an order can be placed for printing. Updates on the status of the order can be received such as order reference number, shipped at and so on.

• Temporary card handling Members can register to a loyalty program without providing any details and transact with an anonymous temporary card without having a registered membership.

• Card Payments The payment process for payment relevant cards of a membership is initiated. If the card is payment relevant, then the member is charged a fee periodically for the continuous usage of the card.

• First instance of using the card When a card is replaced due to a tier change or validity lapse, the old card does not expire immediately until the new replacement card is used for the first time. When the new card is used for the first time by the member (a member activity is created and associated to the new card), the old card expires and the new card is activated.

• Archiving cards The cards, whose statuses are lost, stolen, invalid, and so on can be archived. All ordered cards whose validity has lapsed can be archived.


19. From CRM EhP1 onwards, the loyalty card status customizing data maintained in the customizing activity, Define Membership Card Types, Layouts, and Status is not valid anymore. This customizing activity is only relevant for CRM 7.0

20. The loyalty card status management is enhanced in CRM EhP1.

21. On an upgrade from CRM 7.0 to CRM EhP1 or higher, the statuses of existing 7.0 loyalty cards must be migrated by using the migration report RLOY_CARD_MIGRATE_STATUS. The user interface of the card overview page has been enhanced. New functionalities have been added to the card overview page.


22. For the expiry and renewal (replacement) of loyalty cards, the batch report RLOY_CARD_EXP_REPLACE must be run on a regular basis. When the report is run on cards whose 'Valid To' date has lapsed, the cards expire and new replacements are created.

23. The batch report RLOY_CARD_ORDERING_EXTERNAL must be run regularly for ordering new loyalty cards for printing through an external card service provider. This report changes the status of the new cards from 'Created' to 'Ordered'. The data of these new cards are exported to a CSV file. This CSV file is displayed as an attachment in the respective loyalty program overview page on the WebClient UI.

24. The report RLOY_CARD_ORDER_STATUS_UPDATES must be run to update the status of the cards from the external card service provider in the system.

25. For the creation of anonymous temporary cards, the batch report RLOY_CRD_ATC_GENERATE needs to be run as and when required, to generate a list of anonymous temporary card external numbers, which would be stored as an attachment under the respective loyalty program.


26. Automatic card creation during membership creation/tier change be turned off if required through the Customizing activity, Define Membership Settings -> Define Membership Settings -> Define Checks -> Auto Card Create flag. If this checkbox is checked, then automatic card creation is ON and the flag is ON by default.

27. The card types are defined and the default values for card attributes based on card types are maintained in the Customizing activity, Define Membership Card Types, Layouts, and Status -> Define Card Types.

28. The different card layouts are maintained in the Customizing activity, Define Membership Card Types, Layouts, and Status -> Define Card Layouts.

29. The structure of the file generated from the ordering report RLOY_CARD_ORDERING_EXTERNAL is defined in the Customizing activity, Define Membership Card Types, Layouts, and Status -> Define Card Ordering Header Labels.

30. The card types are associated with the loyalty program types in the Customizing activity, Define Profiles for Loyalty Program Types.

31. For a specific program type when cards are created automatically during membership creation or tier change, the customizing data maintained in this customizing activity under the relevant program type is used. The node Program Type -> Define Basic Card Types is used for maintaining the card types associated to a program type. The node Program Type -> Define Tier Profile -> Define Tier Group -> Define Tier is used to link a card type to a tier within a particular program type.

See also


• Loyalty Productivity (New)

CRM_LOY_PROD: Membership Enhancements (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Loyalty Productivity, CRM_LOY_PROD, the CRM 7.0 membership application includes the following features:

• Integration of accounts into membership: The EHP1 Standard Membership model is enhanced by adding additional fields in the Organization UI,

• Organizational Memberships: New application to create memberships for account type

so that a membership can be created for personal use or for business use.

Organization and includes the Organization Membership Agreements as well as the Initial Tier

• Anonymous temporary card handling: Generate and manage anonymous temporary cards

benefits.

• Account duplicates and membership handling: Helps incorporate the deduplication of accounts and determines how memberships of those accounts are to be handled.

• Follow-up and transaction history integration: Provision to create follow up documents for memberships such appointments, business activities, emails, and so on.

• Membership assignment block in the overview pages of accounts, contacts, and the individual account of the member to display memberships held by the particular business partner.

• Membership assignment block in the organization account overview page to display memberships held by the particular business partner.

• Campaign related membership creation or trigger member activities via campaigns: When a membership is created, if a campaign code is mentioned then a member activity is created and processed. For example: membership registration bonus.

• Nominated Memberships assignment block on the membership overview page displays the details of memberships that are nominated by the current membership.

• Membership enhancements for partner management: New fields added in the 'Membership' overview page for partner management. These fields are Registering Partner ID and Partnership ID

• Origin handling in membership creation: New values are added to the origin drop-down list.

. The 'Membership Search' is enhanced to search by these fields.

• Additional attributes in membership: New fields such as Employee Responsible and Campaign Reference

• Advanced search in membership: Membership search to incorporate all the new fields that have been added.

are added on the UI.

• Membership activity search: To include search

• Membership related general requirements: Access control engine (ACE) support, archiving memberships, and archiving search.

on the account fields.


The following overview pages are enhanced on the UI:

• Membership

• Membership Search

• Individual Account

• Organizational Account

• Organization Membership (New application)

• Membership Activity Search


You make the Customizing settings for this function in Customizing for CRM CRM-LOY-MSH in the following customizing activities and BAdIs:

•

•

Define Follow Up for Memberships

•

BAdI: Membership Additional Attributes

•

BAdI: Membership Account Deduplication

•

BAdI: Membership Save

•

BAdI: Membership Tier Change - Merge/Split

See also

BAdI: Membership Uniqueness Check

Business function release note

• Loyalty Productivity (New)

Business Function CRM, Funds Management for Marketing CRM_MKT_FM: Business Function CRM, Funds Management for Marketing (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Funds Management for Marketing (CRM_MKT_FM) is available. With this business function, you can integrate the CRM applications Campaign Management and Funds Management

You can now:

to enable you to establish and manage your budget.

• More closely track budgets and how they are being consumed by marketing activities (campaigns)

• Easily reallocate/transfer money between funds to flexibly react to market situations

• More easily check the status of marketing funds

The enhanced Marketing Professional role allows you to search for and create funds-related objects, thus providing easy access to fund related information.

The new expenses and settlements tracking function allows you to track the expenses and actuals coming from campaigns, enabling you to monitor the status of expenses and actuals in real-time through the funds checkbook.

The Integration of Campaigns with Funds Management function allows you to more closely track budgets and how they are being consumed by marketing activities (campaigns), and more easily check the status of marketing funds.


•

•

Marketing Professional Role

•

Expense Commitment and Settlement Tracking (New)

Integration of Campaign with Funds Management (New)

CRM_MKT_FM: Marketing Professional Role (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Funds Management for Marketing (CRM_MKT_FM)

The Marketing Professional role allows you to search for and create funds-related objects. This gives you easy access to funds-related information.

is available. Within this business function, the Marketing Professional role is now available.

CRM_MKT_FM: Expense Commitment and Settlement Tracking (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Funds Management for Marketing

Within this business function, you can now track the commitments and actuals coming from various campaigns. This allows you to easily monitor the commitment status and real time actuals through the funds checkbook.

(CRM_MKT_FM) is available.

CRM_MKT_FM: Integration of Campaign with Funds Management (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Funds Management for Marketing

Within this business function, the Integration of Campaigns with Funds Management feature is now available. This allows you to integrate campaigns with the funds management application.

(CRM_MKT_FM) is available.

You can now more closely track the status of budgets and how they are being consumed by marketing activities (campaigns).

Business Function High-Volume Marketing CRM_MKT_HVS: Business Function High-Volume Marketing (New)

Use

As of enhancement package 1 for SAP CRM 7.0, the business function high-volume marketing is available. With this business function, you can use additional features that can help you to manage your marketing processes, particularly with high volumes of accounts and marketing prospects.

Segmentation (Normal and High Data Volume)

The following segmentation functions are available after activating this business function, independent of whether you work with normal or high data volume:

• You now work in one graphical modeling interface, regardless of whether you are segmenting a high or a normal data volume. In SAP CRM 7.0, this graphical interface is only available for segmentation with high data volume.

Single graphical modeler

• Note that this feature is available from CRM 7.0 EHP1 SP04 onwards. Context menu for segments and target groups in the graphical modeler

When this business function is activated, each user can define in the user settings how he or she wants to call up the context menu for segmentation elements. You can call up the context menu by either using the secondary mouse button, or clicking the segment or target group with the primary mouse button and then using the pushbutton Options. The standard setting is to call up the context menu via the primary mouse button. Note that not all combinations of operating system and browser support calling up the context menu using the secondary mouse button. For more information about whether it is possible to call up the context menu using the secondary mouse button with your operating system and browser, see SAP Note 1334838. If this option does not function on your user interface, the context menu of the Flash plug-in appears when you click the secondary mouse button.

• The terminology that is only valid for segmentation with high data volume in SAP CRM 7.0 is now universally valid for segmentation with both normal and high data volume. You now always work with segmentation models and segments and no longer with profile sets and profiles.

Unified terminology

• You can now assign tags to your segmentation models, segments, target groups, and product segments, and can use these tags to search for segmentation elements.

Search using tags

• This type of filter contains multiple selection criteria that are all linked with OR. Example: For the attribute

Enhanced filters

Country the values France OR Germany OR Great Britain

•

.

After activating this business function, you need to decide when creating an attribute set whether it is valid for persons or for organizations. You cannot create attribute sets that are valid for both.

Attribute sets for persons or organizations

• You can now archive your segmentation models more easily by choosing a particular date on which to archive your segmentation models, using the

Improved scheduling for archiving segmentation models

To Be Archived From

On the date you specified, the segmentation model is included in the archiving write program (system status

field.

archived) and is no longer visible on the user interface. Using the deletion program, the segmentation model is then deleted from the database.

Segmentation with High Data Volume

After activating this business function, the following segmentation functions are available for segmentation with high data volume:

• In addition to business partners and products, you can now segment marketing prospects. However, you cannot combine business partners and marketing prospects within a segment or target group.

Segmentation of marketing prospects

• Segmentation based on relationships is now also possible for segmentation with high data volume and for the relationship

Segmentation based on relationships

Is Contact Person OfWhen modeling segments, you can now convert the business partner category

.

organization into the business partner category person

To use this feature, you need to specify the business partner category to which the business partners in a data source belong (

. This is especially relevant for segmentation based on relationships: If your segment contains organizations with assigned contact persons, you can split your segment by converting the organizations into relationships. As a result you get two segments, one containing organizations without assigned contact persons and the other one containing organizations with their assigned contact persons. This makes it possible for you to further refine your segment with filters only relevant for persons and also to directly address the contact persons in your marketing campaign.

persons or organizations

•

) when creating the data source.

Segmentation based on related objects is now also possible for segmentation with high data volume.

Segmentation based on related objects

• It is now possible to aggregate data within TREX. Data aggregation

For example, a customer places two orders with you, one in October with a revenue of 9,000 EUR and one in November with a revenue of 5,000 EUR. Now you want to search for customers that bought products from you in the last quarter with a total value of at least 10,000 EUR. Although the single orders of this customer do not exceed 10,000 EUR, the aggregated total revenue of both orders is 14,000 EUR. Therefore, with the data aggregation function activated, this customer would be included in the query results.

High-Volume Campaign Execution

• You can use campaign automation to plan and execute campaigns that start with a large target audience, and then to focus on a smaller group, for example, those accounts and marketing prospects who respond positively.

Automated multi-wave campaigns with variable-volume communication

• In campaign execution, you can optionally choose whether the correspondence language of the business partner is to be considered. In campaign execution, you can also define a default language for mail communication.

Improved flexibility for correspondence languages for mail campaigns

• An availability check for attributes can be performed if the attributes are supported by business partners or marketing prospects.

Improved compatibility and usability for personalized mail

• A dedicated UI is available for file export. You insert attributes in a table. This UI replaces the integrated text editor and word processor when you are exporting files.

Dedicated user interface for file export

• When you execute a high-volume campaign, you can navigate directly from the campaign to the file server or Web server where the file export files are stored.

Easy access to high-volume export files

External List Management for High-Volume

• Mapping format for marketing prospects has been enhanced with organization information. This allows you to use a person with organization contact information as a target for marketing campaigns.

Improved mapping format for marketing prospects

• You can filter marketing prospect search results based on Segmentation Basis GUID filter criteria using the Business Add-In,

Improved usability for marketing prospects

BAdI: Define Additional Search Attributes for MP.

Search for marketing prospects has been enhanced with the following attributes:

-

-

Company Name

-

Marketing Attributes

Converted to BP

Overview page for marketing prospect has been enhanced with the following attributes:

-

-

Organization Information

-

Rented Information

•

BP Conversion Information

With this business function, you can now track the usage of rented marketing prospects. You can also ensure that the rented marketing prospects are not used beyond permitted usage.

Usage tracking of rented marketing prospects

• Enhancements to conversion of marketing prospect to business partner include the following:

Conversion of marketing prospect to business partner

- You can map marketing prospect attributes to business partner attributes. Standard marketing prospect attributes are mapped one-to-one with business partner fields. You can also add a field to the marketing prospect attributes and define your own mapping.

- You can carry out single conversion for a marketing prospect who is a contact person in an organization or an individual. Mass conversion can be carried out using the Person

- An interaction center agent can convert a marketing prospect to a business partner in the case of inbound calls. You can authorize the interaction center agent to manually convert the marketing prospect to a business partner. The conversion can also be automated.

mapping format.

- After a marketing prospect is converted to a business partner the Converted to BP

•

checkbox is automatically selected and the marketing prospect ID is stored on the business partner.

With this business function, you can upload marketing prospect data to TREX. The data uploaded to TREX is available for segmentation.

Upload Marketing Prospects to TREX

• Deletion of marketing prospects generated from rented external lists deletes all the rented business partners created from the marketing prospects.

Improved management of rented external lists

• You can now navigate directly to the overview page of the target group from the overview page of the external list after you create a target group.

Easy access to target group overview page

Settings for Segmentation

• After activating this business function, this Customizing activity makes use of a new framework for target group processing. Within this new framework, it is not immediately possible to re-use existing operations that you have already defined. Whether an existing operation can be re-used or not must be analyzed for each operation individually.

Define Operations for Processing Target Groups

Settings for High-Volume Campaign Execution

•

•

Define Communication Medium

•

Make Settings for Parallel Campaign Execution

•

Define File Export Variants

Settings for External List Management

Enable Access to Files from Campaign Execution

•

•

Map Attributes: Marketing Prospect to Business Partner

•

Define Account Identification Profiles

•

Define Account Identification Profiles for Multiple Business Partners

BAdI: Define Additional Search Attributes for MP

Business Function Marketing Productivity CRM_MKT_PRD: Business Function Marketing Productivity (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Marketing Productivity

•

(CRM_MKT_PRD) is available. The following functions are available after activating this business function:

You can use the integrated Marketing Calendar to do the following: Integrated Marketing Calendar

- Act as a central entry point that gives an overview of all running and planned marketing activities within a certain time range.

- Provide required insights into marketing activities

- Enable users to actively work with the integrated marketing calendar. The calendar supports task-based configuration for the specific needs of different users in the marketing and sales departments. The major benefits are as follows:

- Improved alignment and visibility of all marketing activities

- Increased collaboration within marketing teams in planning marketing campaigns and programs

• You can manage campaign-internal activities (campaign to-dos) associated to campaigns.

Campaign To-Dos

You can use campaign to-dos to perform the following tasks:

- Configure campaign-specific activities and tasks for each campaign type and status of campaign

- Assign mandatory and optional tasks to parties involved in the campaign

- Manage campaign-specific activities and tasks for business partners in association with campaigns

• You can use campaign templates to do the following: Campaign Templates

- Copy an existing campaign template to create a new one that you can then modify for your own purposes.

- Create a template from an existing campaign.

- Create a campaign from an existing template. You can also search for templates, and delete them. You can use campaign templates in the Integrated Marketing Calendar.

• You can use third party digital asset management integration to do the following: Third Party Digital Asset Management

- Assign a digital asset in a third party DAM system to a CRM object

- Add a digital asset in a third party DAM system to a mail form

- Search for a digital asset in a third party DAM system

Mail Forms

• You can search for and select a mail form defined in one system and trigger the transport Mail form transports

of this mail form and its translations (and related information) to a destination system.

• You can now choose the original language of your mail forms. The language can now differ from the logon language you use.

Original language of mail form

• There is now a new UI for high-volume mail forms and mail forms of usage File export UI

File Export

•

.

You can now use the Product tables

Product Table

Campaigns

button to add a placeholder in mail forms where you can insert product tables.

• You can specify the default execution language assigned to a campaign. This does not have to be your logon language.

Default execution language

• In high-volume marketing and collaborative campaign management, you can assign multiple values to attributes and export them to a Microsoft Excel table.

Export of multiple values of marketing attributes

• In marketing campaign mail forms, the file export feature has been enhanced to include product attributes.

Export of product data

• Campaigns now include a new Dates assignment block

Dates

NOTE: Additional date ranges can be type-dependent for all Marketing objects.

assignment block. Here you can edit date ranges for your campaigns, or simply a start date, according to your Customizing settings.

• The search functionality has been enhanced so you can now search for target groups assigned to a specific campaign.

Search for target groups assigned to specific campaign

Segmentation

• Changes made to target group items are logged. If you add or remove an item from a target group, then a change log is written.

Change logs

• You can now archive your segmentation models more easily by choosing a particular date on which to archive your segmentation models, using the

Additional field for archiving

To Be Archived From


field. On the date you specified, the segmentation model is included in the archiving write program (system status archived) and is no longer visible on the user interface. Using the deletion program, the segmentation model is then deleted from the database.


•

•

Integrated Marketing Calendar (New)

•

Campaign To-Dos (New)

•

Campaign Templates (New)

Third Party Digital Asset Management Integration (New)

CRM_MKT_PRD: Integrated Marketing Calendar (New) Use

As of SAP enhancement package 1 for CRM 7.0, business function Marketing Productivity (CRM_MKT_PRD), you can use the Integrated Marketing Calendar to do the following:

It is designed to act as a central entry point that gives an overview of all running and planned marketing activities within a certain time range. Furthermore it is an interactive tool that provides required insights into the marketing activities and enables users to actively work with the integrated marketing calendar. The calendar supports task-based configuration for the specific needs of the different users in the marketing and sales departments.

The major benefits are as follows:

• Improves alignment and visibility of all marketing activities

• Increases collaboration within marketing teams in planning marketing campaigns and programs

The calendar comes equipped with features and functions that include the following:

An easy to use state of the are user interface

- Works on Adobe Flex and has an interface design that is intuitive to work with. You can also switch between a graphical and list display.

- Provides a visual display of marketing projects and summaries of marketing activities within a certain time period, in the form of time bars.

- Provides the possibility to directly change marketing projects in the calendar, such as extending the duration of the marketing project by stretching the bar using the mouse.

- Provides the possibility to display additional information related to the marketing projects such as KPIs and additional date ranges.

- Provides the option of a split calendar. This acts as a second calendar where you can see related information, and use, to compare marketing projects.

- Provides a library of templates to create new marketing projects using drag and drop. This helps you to build new plans more easily.

Flexibility related to searching and structuring marketing projects

- Improves the efficiency of your searches by using only attributes that apply to your line of business or task. This is the filter search function. It consists of the following: >> Marketing project clusters User role-defined groupings of marketing project types >>

Filter search tiles Predefined search criteria and search criteria values corresponding to each tile

Example 1

Select the cluster of trade promotions. Click the

: Your marketing project clusters could be based on trade promotions [short-term, long-term, and price promotions].

Products filter search tile. A hierarchy of all the products is displayed. Select Food Products (sub-categories Frozen and Non-Frozen are automatically selected) and click Search to display all trade promotions created for

Food Products.

Example 2: Your marketing project clusters could be based on direct marketing campaigns, with marketing project types including Newsletters, Couponing, E-Mail

Marketing, Direct Mailing, and TelemarketingSelect marketing project type

. Direct Mailing. Click the Time filter search tile. A

hierarchy of years, half years and quarters and months is displayed. Select year 2009 and click Search

- Allows structuring of marketing projects shown in the graphical display area according to the user’s needs.

to see all direct mailing campaigns which start and end in the year 2009 in the graphical display area of the calendar.

>> The structure gives form to the graphical display area and defines how projects are displayed in the graphical display area. A structure is a combination of marketing project clusters and views or grouping rules. >>

Role Based Configuration

How you configure a combination of clusters, and views or grouping rules for a business user role determines how the rows and bars of the calendar are displayed.

- Addresses the needs of a varied user group. What is configurable can be categorized into the following. >> Basic configuration. For example, the title of the calendar, availability of default personalization settings, specify if the calendar is only for display, or allows users to create or make changes to marketing projects. >> Search configuration. For example, the availability of the advanced and filter search areas, availability of various elements of the filter search area like clusters, tiles, and the availability of the split calendar search option. >> Graphical display area configuration. For example, the availability of calendar control elements such as the Split, Templates, and Show

- To see a calendar that best suits your nature of work, make the required Customizing settings and implement the necessary Business Add-Ins, most of which have default or example implementations you can use

dropdown list boxes. Further, you can specify if a fiscal year variant should be displayed, the kind of color profiles, tool tips, and texts that should appear on the bars.


The Integrated Marketing Calendar is enabled for the following business roles:

• Marketing Professional

• TPM Professional

• Trade Finance Professional

• Trade Claims Professional


You make the Customizing settings for this function in Customizing for Customer Relationship Management, by choosing Marketing -> Marketing Planning and Campaign Management -> Integrated Marketing Calendar

.

CRM_MKT_PRD: Campaign To-Dos (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Marketing Productivity (CRM_MKT_PRD), you can manage campaign-internal activities (to-dos) associated to campaigns.

You can use campaign to-dos to perform the following tasks:

• Configure campaign-specific activities and tasks for each campaign type and status of campaign

• Assign mandatory and optional tasks to parties involved and business partners in the campaign

• Manage campaign-specific activities and tasks for business partners in association with campaigns


You have made settings for the following in Customizing for Customer Relationship Management, by choosing: Marketing -> Marketing Planner and Campaign Management -> Campaign To-Dos

•

:

•

Define Campaign To-Do Categories

You have also mapped the campaign to-dos and additional settings to a campaign type in Customizing for Customer Relationship Management, by choosing:

Define Campaign To-Dos

Marketing -> Marketing Planner and Campaign Management -> Basic Data -> Define Types/Objectives/Tactics

Here you can also set up date offsets and partner functions for the campaign to-dos.

.

CRM_MKT_PRD: Campaign Templates (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Marketing Productivity (CRM_MKT_PRD), you can reduce the complexity associated with creating campaigns by using template functionality. This helps to reduce the number of clicks required to create a complete campaign. Additionally, template functionality helps you to set up “best practice” library of potential campaigns for users to choose from.

When working with campaign templates, you can do the following:

• Copy an existing campaign template to create a new one that you can then modify for your own purposes.

• Create a template from an existing campaign.

• Create a campaign from an existing template.

You can also search for templates, and delete them.

You can use campaign templates in the Integrated Marketing Calendar.

This function is aimed at marketing professionals.

CRM_MKT_PRD: Third Party DAM Integration (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Marketing Productivity (CRM_MKT_PRD), you can assign digital assets that are stored in a third party system to CRM objects. You can also include such digital assets in CRM mail forms, and search for all CRM objects that have a specific digital asset assigned to them.

Integration is achieved via enterprise services. SAP provides outbound services to support the following integration services:

• Assign digital asset to CRM object

• Add digital asset to mail form

• Search for digital asset

To support integration, the third party DAM vendor must provide the corresponding services.


You have made settings for the following in Customizing for Customer Relationship Management, by choosing:

•

Basic Functions -> Third Party Digital Asset Management Integration:

•

Set Up Integration with Third Party DAM Systems

•

Define Parameters for Digital Asset Management

You can also implement the consistency check for digital asset assignment in Customizing for Customer Relationship Management, by choosing:

Generate Search Criteria

Basic Functions -> Third Party Digital Asset Management Integration -> Business Add-Ins (BAdIs) -> BAdI for Digital Asset Assignment.

Business Function Trade Promotion Management CRM_TPM_1: Business Function Trade Promotion Management (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Trade Promotion Management is available. With this business function, you can acquire increased business functionality in the area of trade promotion management by using the following:

• Trade promotion agreement features that allow you to create trade promotions directly from the agreement, as well as view SAP NetWeaver Business Intelligence analyses

• Trade promotion mass approval improvements, such as the ability to approve in the background, specify the status to be set, and view total key figure amounts to be approved

• Parallel processing with mass approval, mass change, and mass copy so that the system approves, changes, or copies several trade promotions simultaneously, rather than sequentially

• The new spend value overview, available for trade promotions as a single point of entry for maintaining spend values for multiple products and trade spends

• Changes to off-invoice trade spend checks that allow you to determine whether dates in the past are permitted for off-invoice trade spends and related products with effective dates in the past

• Improvements to fund usages, including the ability to balance fund usages from a trade promotion


•

•

CRM_TPM_1: Trade Promotion Agreements (Enhanced)

•

CRM_TPM_1: Mass Approval (Enhanced)

•

CRM_TPM_1: Spend Value Overview (New)

•

CRM_TPM_1: Sales Areas For Off-Invoice Trade Spend Checks (New)

See also

CRM_TPM_1: Fund Usages (Enhanced)

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Trade Promotion Management

CRM_TPM_1: Trade Promotion Agreements (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Trade Promotion Management


(CRM_TPM_1), trade promotion agreements have been enhanced to save time when working with trade promotions.

• Create trade promotions from within a trade promotion agreement You can create a trade promotion in the agreement overview page either immediately or as a scheduled background job. You can see the trade promotions that have been created in the background by refreshing the list in the Trade Promotions

• View analyses from SAP NetWeaver Business Warehouse (SAP NetWeaver BW)

assignment block. In addition to passing the originating agreement ID to the trade promotions, you can also customize specific agreement attributes to be copied to the trade promotions.

The new Analysis


assignment block allows you to analyze your agreement without having to start SAP NetWeaver BW in a separate session. The following attributes are synched to the BW reports: agreement ID, trade promotion ID, products, and accounts. In Customizing you can set up your BW reports and then link them to the agreement.

In the WebClient user interface, the trade promotion Agreement

• Options for creating trade promotions and refreshing the trade promotions list are available in the

overview page has been enhanced in the following ways:

Trade Promotions

• The

assignment block

Analysis


assignment block has been added


•


Trade Promotion Management -> Trade Promotion Agreements ->

•

Define BW Analyses Available for Trade Promotion Agreements

Trade Promotion Management -> Trade Promotion Agreements ->

•

Define Selective Copying to Trade Promotions

Trade Promotion Management -> Trade Promotion Agreements -> Business Add-Ins (BAdIs) ->

•

BAdI: Define Additional Functionality for TP Agreements

Trade Promotion Management -> Trade Promotion Agreements -> Business Add-Ins (BAdIs) ->

See also

BAdI: Cascading Changes from Agreements to Trade Promotions



-> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Trade Promotion Management -> Trade Promotions

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Trade Promotion Management

CRM_TPM_1: Mass Approval (Enhanced) Use



(CRM_TPM_1), enhancements have been made to save time when approving trade promotions.

• Mass approve trade promotions in the background You can continue working while the system is performing mass approvals.

• Mass approve trade promotions using parallel processing You can customize parallel processing so that the system mass approves trade promotions simultaneously rather than sequentially.

• View summary of changes made to trade promotions You can display a job log overview of changes made to trade promotions during background mass approval.

• Customize statuses to be set for mass approval You can customize which status is set for trade promotions during mass approval. You can set a user status or a system status.

• View the total key figure amounts to be mass approved You can check the total currency amount for each key figure value for trade promotions selected for mass approval. You can customize which columns are to be summed up, and can toggle the display of key figure totals on or off.

• Search by promotion guideline and indirect indicator status When searching for trade promotions for mass approval, you can specify as search criteria the promotion guideline status and the indirect indicator status.

• Download mass approval results list to a spreadsheet application


In the WebClient user interface, the Mass Approve: Trade Promotion

• The

page has been enhanced in the following ways:

Mass Approve in Background

• The

pushbutton has been added

TOTAL row has been added to the Result List, and the Total On/Off option has been added under

•

More

Promotion Guideline and Indirect Indicator


have been added as search criteria


•


Trade Promotion Management -> Trade Promotions -> Mass Approvals ->

•

Define Mass Approval Status

Trade Promotion Management -> Trade Promotions -> Mass Approvals ->

•

Define BW Key Figures for Mass Approval

Trade Promotion Management -> Trade Promotions -> Mass Approvals -> Business Add-Ins (BAdIs) ->

•

BAdI: Additional Status Settings for Mass Approval

• Trade Promotion Management -> Trade Promotions -> Parallel Processing -> Business Add-Ins (BAdIs) -> BAdI: Job Processing Enhancements

Trade Promotion Management -> Trade Promotions -> Parallel Processing -> Define Settings for Parallel Processing

See also



-> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Trade Promotion Management -> Trade Promotions

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Trade Promotion Management

CRM_TPM_1: Spend Value Overview (New) Use


You can determine how the spend value overview is structured. In Customizing you can choose to have either trade spends or products as the organizational basis for the spend value overview. When trade spends are the basis for the spend value overview, the assignment block is organized with product information in a tree structure, where the products, product categories, and product groups are repeated below each trade spend. When products are the basis for the spend value overview, the assignment block is organized as a simple table with trade spend information shown in columns, and product information as single rows. The only difference in the information displayed in either layout is that volume information is only available when products are the organizing basis.

(CRM_TPM_1), the spend value overview is available as a single place to enter spend values for multiple products and trade spends within a trade promotion. The spend value overview reduces the time spent maintaining trade promotions, and provides a better overview of trade promotion spends. The spend value overview is particularly useful for trade promotions with many products, as it allows spend value maintenance to be done in one place.

The spend value overview does not replace the existing method for entering trade spend values; instead, it offers another method for entering the information. However, the spend value overview is intended for simple trade promotions only. You cannot use the spend value overview for trade promotions with more than one exception, such as repeated trade spends with different date ranges for a single product, product category, or product group. The following are also not supported in the spend value overview: free goods, tiered-growth rebates, and purchasing trade spends.

You can use the spend value overview to do the following:

Common

• Edit spend values for a trade promotion You do this after you have created the trade promotion and entered the necessary basic information, including the header data, dates, products, and trade spends.

• Disaggregate trade spends automatically For fixed trade spends, the total amount entered in the spend value overview is automatically disaggregated evenly among the products. You can manually change the amount and the system automatically updates the total. For variable trade spends, you enter a single rate in the spend value overview, which is then copied down to all products. You can manually change the amount for a product. If desired, you can use a BAdI to configure more complex distributions for both fixed and variable trade spends.

• Enter list or retail price You can enter amounts manually for the list or retail price in the spend value overview, or you can activate a BAdI to fill the fields automatically from, for example, information retrieved from a pricing condition table.

• Export spend value overview data to a spreadsheet application

When Trade Spends are the Basis for the Spend Value Overview

• Delete trade spends directly in the spend value overview

• Delete trade spend exceptions directly in the spend value overview

When Products are the Basis for the Spend Value Overview

• Delete all exceptions for products directly in the spend value overview

• Maintain volume in the spend value overview instead of the planning layout This is defined in Customizing. The volume can be synchronized with the planning layout by configuring the appropriate key figure. You can also use a business add-in (BAdI) to customize the distribution of volume among products, product categories, and product groups assigned to a trade promotion.


For trade promotions created prior to SAP enhancement package 1 for SAP CRM 7.0, you can only modify volume in the planning layout, even if you have made settings in Customizing to use the spend value overview for volume maintenance. The only way around this is to create a copy of the trade promotion. The copy action applies the current Customizing settings.

The WebClient user interface has been updated to include the Spend Value Overview


assignment block.


•


Trade Promotion Management -> Trade Promotions -> Trade Spends -> Spend Value Overview ->

•

Define Spend Value Overview

Trade Promotion Management -> Trade Promotions -> Trade Spends -> Spend Value Overview -> Settings for Product-Based Spend Value Overview ->

•

Define Trade Spend Position


•

Define Volume Maintenance


•

Define Key Figure for Volume

Trade Promotion Management -> Trade Promotions -> Trade Spends -> Spend Value Overview -> Business Add-Ins (BAdIs) ->

•

BAdI: Additional Settings for Trade Spend Exceptions

Trade Promotion Management -> Trade Promotions -> Trade Spends -> Spend Value Overview -> Business Add-Ins (BAdIs) ->

•

BAdI: Additional Marketing Assignment Checking and Controlling Options

Trade Promotion Management -> Trade Promotions -> Trade Spends -> Spend Value Overview -> Settings for Product-Based Spend Value Overview -> Business Add-Ins (BAdIs) ->

See also

BAdI: Distribution of Volume


-> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Trade Promotion Management -> Trade Spends and Dates

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Trade Promotion Management

CRM_TPM_1: Sales Areas for Off-Invoice Trade Spend Checks (New) Use

As of enhancement package 1 for SAP CRM 7.0, business function Trade Promotion Management (CRM_TPM_1),

• A check on off-invoice trade spends with dates in the past

you can specify, by sales area, if you allow the following to be added to trade promotions:

• Products with effective dates in the past when off-invoice trade spends with dates in the past exist


By default, the system prevents you from adding off-invoice trade spends with dates in the past and products with effective dates in the past when off-invoice trade spends with dates in the past already exist.

The system checks if there are active implementations of Business Add-In (BAdI) BAdI: Additional Marketing Assignment Checking and Controlling Options

• CRM_MKTPL_OL_ASG_TPM_PROD_DIM

. This BAdI currently has two implementations by default:

• CRM_MKTPL_OL_ASG_TPM_TRDSPEND

If there are entries in this Customizing activity, then the system first reviews these entries and then checks the BAdI implementations to determine if the standard checks are bypassed for a specific sales area.


You make the Customizing settings for this function in Customizing for Customer Relationship Management -> Trade Promotion Management -> Trade Promotions -> Trade Spends in the following activity:

Define Sales Areas for Off-Invoice Check

CRM_TPM_1: Fund Usages (Enhanced) Use


• You can balance fund usages for a trade promotion from several places within a trade promotion.

(CRM_TPM_1), the following new features are available:

• The Trade SpendThis accrual date range option allows you to use trade spend dates from trade promotion planning for fund usages. You can calculate accruals for a specific trade promotion tactic, instead of using one of the date ranges in the

option is available for the accrual date range for fund usages.

Dates

For example, you have a trade promotion planned for the holiday season that goes from the beginning of November to the end of December. As part of the trade promotion, you offer a rebate for one week. By using the trade spend dates for the accrual date range, you accrue the committed amounts during the trade spend dates, instead of using one of the date ranges in the

assignment block of the trade promotion, as defined in Customizing.

Dates assignment block as the accrual date range. Trade spend dates appear in the Planning assignment block of the trade promotion overview page, and under Accrual Information in the Fund Usage


overview page.

You can balance fund usages for a trade promotion by choosing the Balance Fund Usages pushbutton in one of the following areas of the Trade Promotion

• Under

overview page:

More This balances all fund usages associated to the trade promotion.

in the Work Area toolbar

• From the Planning You can select one or more trade spends. This balances the corresponding fund usages.

assignment block

• From the Fund UsagesYou can select one or more fund usages to balance.

assignment block


You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the activity Trade Promotion Management -> Trade Promotions -> Funds Integration -> Define Settings for Funds Integration. This is an existing activity that has been modified to include the additional option Trade Spend for the accrual date range. You set this in the Expense Type to Accrual Profile

See also

step.



-> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Trade Promotion Management -> Funds Management -> Fund Usages

http://help.sap.com/crm-core

-> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Trade Promotion Management

Business Function FI, Integration with CRM Funds Management for Marketing FIN_CRM_MKT_INTGR: Business Function FI, Integration with CRM Funds Mgmt for Mrktng

Use

As of SAP enhancement package 5 for SAP ERP 6.0, the business function Integration with CRM Funds Management for Marketing

With this business function, you can map cost elements available in ERP with expense types from CRM Funds Management using a Customizing table. This will enable you to enter more accurate postings of commitments and actuals to CRM Funds Management.

is available.

Business Function SAP Real-Time Offer Management CRM_RTOM_1: Business Function SAP Real-Time Offer Management (New)

Use

As of enhancement package 1 for SAP CRM 7.0, the business function SAP Real-Time Offer Management

SAP Real-Time Offer Management is a focused business solution that provides intelligent real-time product offers and messages that can be used in a number of SAP CRM scenarios, such as Interaction Center scenarios. It is self-learning, taking the response from every interaction into account to make the next real-time offer more relevant and effective. SAP Real-Time Offer Management is delivered as a separate solution and requires a separate license.

(CRM_RTOM_1) is available. With this business function, you can integrate SAP Real-Time Offer Management into your SAP Customer Relationship Management marketing application.

The integration between SAP Real-Time Offer Management and marketing in SAP CRM offers you the following features:

• You can set up your real-time offers in the marketing WebClient UI and after publishing the real-time offers to the SAP Real-Time Offer Management engine, the product offers or messages appear in your interaction center.

• You can send and retrieve real-time offer information to and from the SAP Real-Time Offer Management engine. SAP CRM marketing and the external SAP Real-Time Offer Management engine communicate using Web services.

• You can use a single marketing source to manage all customer-related offers.

• You can use the RTOM application toolkit to set up SAP Real-Time Offer Management in a more simplified way.

As a prerequisite for the business function SAP Real-Time Offer Management (CRM_RTOM_1), you have to activate the business functions Infrastructure (CRM_INF_1) and Marketing Productivity


(CRM_MKT_PRD).

• CRM_RTOM_1: Real-Time Offer Management Integration into CRM Marketing

•

•

CRM_RTOM_1: RTOM Application Toolkit (New)

See also

CRM_RTOM_1: Real-Time Offer Management Analytics (New)

SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> SAP Real-Time Offer Management

CRM_RTOM_1: Real-Time Offer Management Integration into CRM Marketing (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function SAP Real-Time Offer Management

You define your real-time offer campaign in the WebClient UI. After publishing your real-time offers to the Real-Time Offer Management database, the product offers and messages appear in the Interaction Center or other customer interaction channels.

(CRM_RTOM_1), you can use SAP CRM marketing to create real-time offer campaigns. Previously, the real-time offer design was done using the SAP Real-Time Offer Management (RTOM) Business Logic Studio (BLS), but now the design is part of the CRM marketing campaign planning process.


The integration of SAP Real-Time Offer Management into SAP CRM marketing enables you to do the following:

• System set-up

- Define SAP Real-Time Offer Management attributes in the Business Rule Framework plus (BRF+) Customizing.

- In standard we support attributes of the type number up to 100 million.

- Define computed attributes in the WebClient UI.

• Real-time offer set-up

- Create SAP Real-Time Offer Management product offers and messages in the marketing WebClient UI.

- The real-time offers are rule-based and you create them based on the BRF+ rules in the rule builder UI.

- Use enhanced offer priority settings needed for real-time offers.

• Offers activation Transfer all real-time offer data defined or changed in the marketing WebClient UI to the SAP Real Time Offer Management engine by using the publish function.

• Analytics View BW reports and xCelsius dashboards to analyze offer performance, channel performance, response profiles, and more.


You need to set up Web services for the new and changed real-time offer publishing from the SAP CRM campaign management to the SAP Real-Time Offer Management engine.


To transfer real-time offers from the SAP CRM campaign management to the SAP Real-Time Offer Management engine, you execute the publish function on the WebClient UI.

To monitor published real-time offers, you can run:

• The RTOM application toolkit -> Monitoring Tools -> Job Log

• The job

.

RTOM_PUBLISH in the marketing WebClient UI -> Jobs


.

You make settings for this function in Customizing for Customer Relationship Management for the following activities:

• To set up the campaign type RTOM: Marketing -> Marketing Planning and Campaign Management -> Basic Data -> Define Types/Objectives/Tactics

• To make general settings for SAP Real-Time Offer Management:

.

Marketing -> Marketing Planning and Campaign Management -> Real-Time Offer Management

• To define the rule policy type

.

RTOM and define condition groups and attributes: CRM Cross-Application Components -> Rule Builder -> Define Rule Policy Types

See also

.

•

•


CRM_RTOM_1: Real-Time Offer Management Analytics (Enhanced)

CRM_RTOM_1: RTOM Application Toolkit (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function SAP Real-Time Offer Management

The application toolkit uses the following main entities to configure system integration:

(CRM_RTOM_1), you can use the RTOM application toolkit to simplify the processes that are required to configure the system integration of RTOM with marketing in SAP CRM.

• Data sources These objects define data selection in real time into the RTOM system and are used to populate data objects at run time. This information provides attributes for selection of personalized offers for a specific customer.

• Condition groups A condition group is the logical definition of an entity in the system. It is populated by one or more data sources and represents the main logical entities in the system such as customer, agent, sales order, and additional entities. A condition group is defined as a part of the marketing process.

• Events An event is an RTOM procedure which executes a set of actions in the system and called by another system. The event is also used to define a format between RTOM and other systems.


The RTOM application toolkit simplifies the process of system integration and, thus, has no effect on existing RTOM data.

The RTOM application toolkit has its own user interface that provides the following functions:

• Integration management

• View, edit, and create session events

• Modify events processing

• View, edit, and add external data sources

• View and edit information about connection of external systems

• View and edit feedback form text for products and messages

• Monitoring

• View executed and planned jobs

• Manage RTOM instances in multi-instance deployments

• Business tool operation

• View RTOM business and technical content

• Simulate customer sessions and view detected products and messages


One condition group can be populated from one or more data sources. One data source can map its attributes to one or more different data objects. In addition, the connection between the data object and the data source holds information that is not relevant for each of the entities separately.

Each condition group can initiate one or more events.


For the majority of RTOM installations, the configuration is simple and requires basic development skills. The remainder of the installations may be more complex and require additional activities (for example, complex data manipulation).

To define system events, implementors must have some experience with Web services, XML, and XSLT development to use system events' APIs.


Condition groups are defined in Customizing for Customer Relationship Management under CRM Cross-Application Components -> Rule Builder -> Define Rule Policy Types

Condition groups and data sources can be defined independently and data sources are mapped to data objects. This mapping defines the logical layer (condition groups) in a physical definition (data sources).

and remain external to the RTOM application toolkit. The condition groups that are defined in the Customizing system are supplied to the RTOM application toolkit in XML format. After creating the data sources, it is possible to create a mapping between data sources and data objects.

See also

CRM_RTOM_1: Real-Time Offer Management Integration into CRM Marketing

CRM_RTOM_1: Real-Time Offer Management Analytics (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function SAP Real-Time Offer Management

The following reports and dashboards are available, for business roles IC manager and marketing professional:

(CRM_RTOM_1), you can analyze the performance of agents who promote real-time offers. Real-Time Offer Management Analytics uses the most recent NetWeaver BI Content improvements and Business Objects xCelsius dashboards. The new xCelsius dashboard technology enables easy analysis of agents, offers and customer response.

IC Manager

• RTOM IC manager dashboard You can monitor the success of the real-time offers and the performance of the agents who have promoted the offers.

• Agent performance You can monitor the performance of the agents with respect to the individual real-time offers. You can also see whether the real-time decisioning engine has sent real-time offers that are generally accepted or not.

Marketing Professional

• RTOM IC manager dashboard You can monitor the success of the real-time offers and the performance of the agents who have promoted the offers.

• RTOM offer dashboard You can monitor the real-time offers taking most other factors into account, such as the channel, recipient profile.

• RTOM offer performance You can monitor the individual real-time offers taking the number of sessions, the time needed to promote an offer and the customer profile into account.

• Accepted trend analysis You can monitor the general trend of how successful real-time offers have been promoted.

• Customer transactions You can monitor customer response to the individual real-time offers, taking dates and the agents into account.

• Predictor change You can monitor how the real-time decisioning engine reacts to the customer transaction. How it splits up profiles into sub-profiles and consequently increases the probability of a customer accepting an offer.

The reports and dashboards reside in your SAP NetWeaver BW system.

For more information about displaying the reports, see Customizing for Customer Relationship Management under UI Framework -> UI Framework Definition

For more information about NetWeaver BI Content improvements, see the release note on SAP Help Portal at http:/help.sap.com ->

-> Display SAP NetWeaver BI Reports in CRM.

SAP NetWeaver -> BI Content


.

To use the dashboards and reports, you have to activate the business function SAP BusinessObjects Integration and CRM Interactive Reporting

See also

(CRM_ANA_BOB).

SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> SAP Real-Time Offer Management.


CRM_ANA_BOB: SAP BusinessObjects Integration and CRM Interactive Reporting (New)

Business Function Marketing Mailform Productivity CRM_MKT_ML_PRD: Business Function Marketing Mailform Productivity (New for SP06)

Use

The business function Marketing Mailform Productivity (CRM_MKT_ML_PRD)


is available as of the following releases:


You can use this business function to choose the original language of your mail forms. The language can now differ from the logon language you use.

Note: See SAP Note 1605731 for information on implementing this new feature.


When you activate this business function, the Original Language

field is available when you create a mail form.

Business Function Campaign Wizard CRM_MKT_CPG_WIZARD: Business Function Campaign Wizard (New for SP08)

Use

The business function Campaign Wizard


(CRM_MKT_CPG_WIZARD) is available as of the following releases:


The business function provides a guided activity

• Creation of target groups for accounts or contacts

for creating and executing simple campaigns, with the following features:

• Lean campaign view for quick set-up of relevant campaign information

• E-mail campaign personalization and preview

• Finalize and execute a campaign with a single click

The Campaign Wizard screen with the step-by-step procedure is available with the following standard business roles

•

:

Marketing Professional (navigation to the Campaign Wizard screen in the standard system: Marketing -> Create

•

)

Sales Professional (navigation to the Campaign Wizard screen in the standard system: Sales Operations -> Create

)

Partner Channel Management

Business Function Collaborative Campaign Management CRM_MKT_CCM: Business Function Collaborative Campaign Management (New)

Use

As of enhancement package 1 for SAP CRM 7.0, the business function Collaborative Campaign Management is available.

Some of the major business benefits with this business function are as follows:

• Centralize campaign development, maintenance, execution and monitoring, enabling corporate marketing organizations to gain control and visibility

Channel managers and campaign managers have a superset of all the editing options and access rights that the channel partners have access to. This allows them to gain visibility and a centralized control of all the aspects of a collaborative campaign, involving the following:

of all marketing activities and their effectiveness.

- Central campaign development.

- Central target group data cleansing by using do-not-contact-lists.

- Central visibility and control of partner campaigns. This includes editing individual campaigns and mass status change capabilities.

- Central campaign execution.

- Availability of summary of contact statistics resulting from partner campaigns.

- Audit trail of changes made by individual partners.

• Extend marketing reach through

- Campaign participation and enrollment

increased collaboration between corporate marketing organizations and channel partners

The channel manager defines a list of channel partners that are invited to join a campaign, adding channel partners to this list either from a target group or from a manual channel partner search. The channel manager can choose whether all invited channel partners are to be enrolled automatically or whether additional manual enrollment by each channel partner is required. Partners can choose to participate in a collaborative campaign by accepting or declining their partner campaigns.

- Notification capabilities to inform partners of enrollment for a campaign, any actions required by them, and the progress of their campaigns. Notification capabilities allow partners to be informed in the following ways: >> Automatically, by sending mail confirmations when partners accept or decline campaign participation >> Semi automatically, by using the Send Notification option when you generate or execute campaigns, or perform jobs for mass status changes >>

- Capability to incorporate partner logos, partner sales rep signature and photos into customer communication.

Manually, by sending notifications

Mail forms and partner profiles have been enhanced with provisions for logos, and photos that can be incorporated into end customer communication.

- Centralized target segment, product, and service setup followed by partner level

adjustment. Channel Partners can access products that were part of the template partner campaign when the partner campaign was generated. They can remove products from this list, and again add them afterwards.

• Increase campaign effectiveness and brand consistency by enabling partners to leverage corporate best practices and resources

- Mass status change capabilities to centrally set statuses of partner campaigns.

for campaign planning and execution

- Partner process to request upload of customer data.

- User guidance via Campaign To Do's integration.

- Integration with campaign templates allows reuse of best practice campaigns.

- Integration with SAP CRM Marketing capabilities delivers marketing best practices to channel partners.

• Leverage your partners' customer and local market knowledge

- Capability to include a note from the partner in the end customer communication to promote additional products or services.

to optimize campaign success through more targeted marketing efforts

This gives partners the flexibility to include for example, a promotion of a value added product or service along with the campaign. This requires the Partner Specific Note attribute in mail forms that are sent to the end customer.

- Provision for individual partner employees to refine the target segment that is addressed by the campaign

- Ability to preview E-Mail communication to end customers.

A collaborative campaign management process is as follows:

32. Campaign planning

33.

, where a campaign or channel manager plans, analyzes and adjusts key figures.

Campaign development

34.

involving creation of the collaborative campaign. Partner campaigns are then generated from this collaborative campaign. Once created, the collaborative campaign can be viewed in the integrated marketing calendar.

Individualization of the partner campaign

35.

, where partners who have chosen to participate in a campaign can personalize campaigns. Once this is complete, the partner manager sets the partner campaign to an appropriate status.

Campaign execution

36.

, where a campaign or channel manager executes partner campaigns from a collaborative campaign. The responses received as a result of the campaign can be monitored by both campaign or channel managers, and channel partners.

Campaign analysis,

so campaign or channel managers can analyze the success of a campaign with the help of SAP NetWeaver BW.


This business function provides additional features in comparison to those delivered for campaign management with channel partners. The collaborative campaign management business scenario supersedes the campaign management with channel partners business scenario.

The data for collaborative campaign management does not affect the data for campaign management with channel partners. You can use the corresponding features in parallel, if required.


•

•

Define Access Sequences

•

Define Status Profile for User Status

•

Define Partner Determination Procedure

•

Define Text Determination Procedure

- Define types for

Define Types/Objectives/Tactics

- Define the following channel scenarios for types:

Collaborative Campaign, Template Partner Campaigns and Partner Campaigns

PCPG Partner Campaigns as the Channel Scenario for Template Partner Campaigns PCPG Partner Campaigns as the Channel Scenario for Campaigns CCPG Collaborative Campaigns as the Channel Scenario for

- Map

Collaborative Campaigns

Template Partner Campaigns to Partner Campaigns under

• Notification profiles:

Type Mapping

-

-

Define Notification Profiles

•

Maintain Attribute Contexts for Mail Forms

•

Define Alert Categories

•

Assign Document Types for Media to Business Partner Roles

•

Edit Document Types

•

Define General Settings for Parallel Processing

•

Define Parallel Processing for Partner Campaign Generation

•

Create Rights

•

Define Additional Date Ranges

•

Define File Export Variants

•

Define Communication Medium

•

Enable Access to Files from Campaign Execution

•

BAdI: Partner Campaign Generation

BAdI: Partner Campaign Notification

See also

SAP Library for SAP CRM on SAP Help Portal http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Collaborative Campaign Management.

Campaign To-Dos

Business Function Partner Channel Management, Market Development Funds CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Partner Channel Management, Market Development Funds

• You can approve a channel partner as a member of the corporate family of a corporate channel partner; independent channel partners acquired by corporate channel partners are treated consistently as family members. For more information, see release note

is available. With this business function, you enhance functionality as follows:

CRM_PCM_MDF_1: Partner Channel Management (Enhanced)

• Brand owners and channel partners can use enhanced fund status management to better manage the distribution, usage, and tracking of funds. For more information, see release note

.


• You can search for funds assigned to a partner hierarchy node in fund search and fund determination and choose the correct fund when you create a budget posting, reservation, or claim. For more information, see release note

.

CRM_PCM_MDF_1: Fund Search (Enhanced)

• You can narrow your search for funds when scheduling accrual calculation runs and accrual posting runs. You can schedule accrual calculation runs periodically. For more information, see release note

.


• You can expire all open pending claims either manually or by scheduled batch job after the end of the claim validity period. This ensures that the claiming of expenditure happens within the defined period and does not concentrate towards the end of the financial year. For more information, see release note

.

CRM_PCM_MDF_1: Claims Expiration (New)

• You can specify whether automated budget transfer execution calculates transfer amounts using new budget or available budget. For more information, see release note

.

CRM_PCM_MDF_1: Automated Budget Transfer (Enhanced)

• The system immediately expires budget after the claim correction process to prevent partners from blocking budget from expiration and then later unblocking budget for consumption. For more information, see release note

.

CRM_PCM_MDF_1: Immediate Budget Expiration (Enhanced)

• You can narrow your search for funds when scheduling budget expiration runs. For more information, see release note

.

CRM_PCM_MDF_1: Budget Expiration Run (Enhanced)

• You can make settings to require a value in a causal factor field for all documents (initiatives, initiative templates, and claims) that use the associated causal factor type. You can inactivate causal factor fields. You can use a filter to view only active causal factor fields. You can also choose to view active and inactive causal factor fields. You can define your own causal factor types and causal factor fields. You can choose to make causal factor fields function as free text fields on the Web Client UI. For more information, see release note

.

CRM_PCM_MDF_1: Causal Factors (Enhanced)

• If you change causal factor values in the validation sheet, the system automatically recalculates the reimbursement rate on claims. When an initiative or initiative element is archived, the related validation sheet can be archived. When you edit one of the multiple claims that refer to a single validation sheet, the system locks the validation sheet until you finish editing. For more information, see release note

.

CRM_PCM_MDF_1: Validation Sheet (Enhanced).

• You can view the validation sheet GUID of the latest snapshot for a claim item and the GUID of the active validation sheet for the claim header. You can extract expense types, causal factor types, and product dimensions. You can extract planned values for each causal factor field with respect to expense types and causal factor types. For more information, see release note CRM_PCM_MDF_1: BW Extractors for Initiative Causal Factor Values and Validation Sheet Snapshots (Enhanced)

• You can view the approval date and the ID of the approver of initiative and initiative elements when using MDF BW Extractors. For more information, see release note

.

CRM_PCM_MDF_1: MDF BW Extractors (Enhanced)


.

Before you activate the business function Partner Channel Management, Market Development Funds

• You must manually run the report CRM_MKTPL_CAU_TYPE_MIGRATION to avoid data loss in existing causal factor fields in initiatives and initiative elements in the MDF scenario. For more information, see the release note for CRM

, you must do the following:

_PCM_MDF_1: Causal Factors (Enhanced)

• Make sure that there are no funds with the status

.

Preliminary or Released assigned to a funds plan with the status New. Make sure that the status of such funds plans is Released. For more information, see the release note for CRM_PCM_MDF_1: Fund Status Management (Enhanced)

After you activate the business function

.

Partner Channel Management, Market Development Funds

• You must manually run the report RCRM_CLA_VS_MIGRATE to avoid data loss and data inconsistencies in existing validation sheets in the MDF scenario. For more information, see the release note for

, you must do the following:

CRM_PCM_MDF_1: Validation Sheet (Enhanced)

• You must only use the new causal factor node and assignment block in the validation sheet in the MDF scenario. You may use the previously existing causal factor node and assignment block in the Trade Promotion Management (TPM) scenario.

.


The business functions Partner Channel Management, Market Development Funds (CRM_PCM_MDF_1) and Claims and Funds Management

•

(CRM_CF_1) share functions as follows:

•


•


Therefore, if you activate business function


Claims and Funds Management (CRM_CF_1), then you activate these additional functions regardless of whether you activate business function Partner Channel Management, Market Development Funds

For more information, see the main release note for business function

(CRM_PCM_MDF_1).

Claims and Funds Management

See also

.

SAP Library for SAP CRM on SAP Help Portal http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Partner Channel Management, Market Development Funds.

CRM_PCM_MDF_1: Partner Channel Management (Enhanced) Use

As of enhancement package 1 of SAP CRM 7.0, business function Partner Channel Management, Market Development Funds


, as a brand owner, you can approve a channel partner as a member of the corporate family of a corporate channel partner if the conditions below are met.

You can approve a channel partner as a member of the corporate family of a corporate channel partner if the following conditions are met:

• The channel partner is not assigned to any MDF programs that have the status Created, Approved, Released, Locked

• The channel partner is only assigned to MDF programs that have the status

, or any combination of these statuses.

Finished or Rejected

See also

. The channel partner can still process existing initiatives under such MDF programs.

Release note


CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (New)

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Partner Channel Management -> Market Development Funds -> MDF Program.

CRM_PCM_MDF_1: Fund Status Management (Enhanced) Use


Brand Owners

, the following enhancements to fund status management have been made to allow you to better manage the distribution, usage, and tracking of funds that are part of the market development fund scenario:

• You can set the status of a fund to Preliminary or Released only if the funds plan to which it is assigned is also set to Released

• You can set the status of a fund that is assigned to a node in the channel partner hierarchy to

.

Locked

• You can set the status of a fund that is assigned to the root node of a channel partner hierarchy to

.

Locked. The status of all funds that are assigned to this hierarchy is automatically set to Locked. If you subsequently change the status of the fund that is assigned to the root node to Released, the status of all funds that are assigned to this hierarchy is automatically set to Released

• You can change the status of funds that have been activated or deactivated by a channel partner to

.

Locked

• You can create new funds using any fund creation method, for example, fund copy, and assign these funds to a channel partner hierarchy. If the status of all funds in this hierarchy has been set to

.

Locked as described above, the status of the new funds is automatically set to Locked

Channel Partners

.

• You can create new funds by copying funds within a channel partner hierarchy. If the status of all funds in this hierarchy has been set to Locked as described above, the status of the new funds is automatically set to Locked

• You can display funds that are assigned to you or to a channel partner hierarchy and that have the status

.

Locked

Brand Owners and Channel Partners

.

You can activate and deactivate funds that have the status Locked


.

Before you activate the business function Partner Channel Management, Market Development Funds, make sure that there are not any funds with the status Preliminary or Released assigned to a funds plan with the status New. Make sure that the status of such funds plans is Released

See also

.

Release note



http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Partner Channel Management -> Market Development Funds -> Funds Management -> Funds -> Fund Status Management.

CRM_PCM_MDF_1: Fund Search (Enhanced) Use

As of enhancement package 1 of SAP CRM 7.0, business function Partner Channel Management, Market Development Funds,


enhancements have been made to fund search criteria and search result lists to allow you to locate funds in the market development funds (MDF) scenario that are assigned to different partners and nodes in the channel partner hierarchy.

As a brand owner or channel partner, you can use the following new fund search criteria to locate funds in the MDF scenario that are assigned to different partners and nodes in the channel partner hierarchy:

•

•

Assigned Partner ID

•

Partner Hierarchy Node Description

The search result lists include the following new fields:

Partner Hierarchy Node ID

• If only one partner is assigned to the partner hierarchy node to which the fund is assigned, this field displays the ID of the assigned partner. If there is more than one partner assigned, the field is blank.

Assigned Partner ID

• If only one partner is assigned to the partner hierarchy node to which the fund is assigned, this field displays the description of the assigned partner. If there is more than one partner assigned,

Assigned Partner Description

Multiple Partners

•

is displayed.

•

Partner Hierarchy Node ID

The new fields are available in the search result lists for the following:

Partner Hierarchy Node Description

• Searches for funds

• Fund determination for budget postings

• Fund determination for budget reservations for MDF initiatives and MDF claims

See also

Release note CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (New)

CRM_PCM_MDF_1: Accruals (Enhanced) Use


In addition, you can now schedule accrual calculation runs periodically. When you create an accrual calculation run, you can specify a calculation period based on the date on which the accrual calculation run is executed.

, you can use new parameters to narrow the scope of data used when creating accrual calculation runs and accrual posting runs.


You can use the following new parameters when creating accrual calculation runs and accrual posting runs:

• Fund types

• Accounts (in the market development funds scenario, these are channel partners or corporate channel partners)

• Account hierarchy nodes (relevant only for the trade promotion management scenario)

• Product categories

• Products

• Product groups

• Sales organizations

• Employees responsible for fund

These parameters are also available in the accrual search criteria and accrual search result lists.

When you create an accrual calculation run, you can specify a particular calculation period or a calculation period based on the date on which the accrual calculation run is executed. To do this, you either enter a calculation period or select the Use Job Execution Date for Calculation Period

Note: To modify the accrual calculation process to better meet your business requirements, you can use the Business Add-In

checkbox. To determine the calculation period for the accrual calculation, the system uses either the calculation period that you entered or the current date on which the accrual calculation run is executed and the fiscal year variant of the funds plan.

BAdI: Accrual Processes. You can find the BAdI in Customizing for Customer Relationship Management under Funds Management -> Accruals -> Business Add-Ins (BAdIs)

See also

.

Release note



http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Partner Channel Management -> Market Development Funds -> Funds Management -> Accruals.

CRM_PCM_MDF_1: Claims Expiration (New) Use


Claim expiration is enabled if the following are true:

, you can expire claim documents (claims and correction claims) which have not been settled by the end of their validity periods. This clears the system of all old pending claims. Note that the system always expires a complete claim document and that the system will not process a claim document for settlement after expiration.

• The claim document is not in the Corrected nor In Correction

• The claim document is not in the

status.

Completed

• The

header status.

Valid To

• At least one claim line item is in a status other than

field contains a date that is in the past. Note that if the field contains the current date, then claim expiration is disabled.

Rejected or Canceled

You can now work with claim documents as follows:

.

• You can manually expire claim documents. However, partner managers cannot expire claim documents.

• You can schedule claim document expiration runs.

• You can search for claim documents by expired status.

• You can expire correction claims if you have approved all line items.

• If a claim document is expired, then the system automatically updates the corresponding fund and the corresponding claim settlement due list items are rejected.

• You can archive expired claim documents.


The WebClient UI has been enhanced as follows:

• You can manually expire a claim document by choosing the option Expire Claim under the dropdown list More in the header area of the claim overview page. Note that the option Expire Claim

• You can view a sum of the line item expired amounts for a claim document in the

is not available in the partner manager view.

Released After Expiration field in the Claim Details, Resolution, and Item Details

• You can view a sum of the approved claim amounts that have expired in a fund in the

assignment blocks.

Expired Approved Claim field in the Checkbook


assignment block.

You can simulate expiration to determine which claim documents would expire by the given date using the ABAP Editor (transaction SE38) and the CRM_CLA_CLOSE report. In the Use of Report field, choose the option Expire Claims. To schedule a job, enter transaction SM36 and choose the Job wizard

See also

.

Release note



http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Partner Channel Management -> Market Development Funds -> Claims Management in the MDF Business Scenario -> Claims Expiration.

CRM_PCM_MDF_1: Automated Budget Transfer for MDF (Enhanced) Use

As of enhancement package 1 of SAP CRM 7.0, business function Partner Channel Management, Market Development Funds, you can define transaction types and settings for automated budget transfer in Customizing for Customer Relationship Management

• Define transaction types for automated budget transfer You can specify the transaction types that are used for automated budget transfer for funds whose budget expires and does not expire. During the creation and execution of an automated budget transfer job, funds are determined and validated using the fund determination profile assigned to the transaction type in Customizing for

, as follows:

Customer Relationship Management

• Define settings for automated budget transfer You can specify whether automated budget transfer execution calculates transfer amounts using new budget or available budget. You can enter the transaction types which will be used for posting new budget.

.


You still create and execute an automated budget transfer job on the CRM WebClient UI. However, you no longer select a transaction type on the CRM WebClient UI as the system automatically determines the transaction type from your entries in the Customizing activity Define Transaction Types for Automated Budget Transfer


.

You can modify the fund checkbook on the WebClient UI to include the calculated key figure Available to Distribute. You must use the configuration tool in the ABAP Workbench for the view CBKView of the WebClient UI component CRM_FM_CBK. After configuration, if you select the New Budget checkbox in the Customizing activity Define Settings for Automated Budget Transfer, then the Key Figure field in the fund checkbook displays the amount that must be distributed during automated budget transfer execution. Note that the new value category To be Distributed displays the blocked amounts. However, these amounts will not necessarily be distributed depending on the available budget in the source fund. Therefore, the calculated key figure Available to Distribute


is used in the checkbook because it represents the amount relevant for distribution.

You make the settings for automated budget transfer in Customizing for Customer Relationship Management

•

in the following Customizing activities:

•

Define Transaction Types for Automated Budget Transfer

See also

Define Settings for Automated Budget Transfer

Release note

SAP Library for SAP CRM on SAP Portal at


http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Partner Channel Management -> Market Development Funds -> Channel Partner Hierarchy -> Automated Budget Transfer.

CRM_PCM_MDF_1: Immediate Budget Expiration (Enhanced) Use


•

, the system immediately expires budget when you approve any of the following processes (so that channel partners cannot block budget from expiration to make budget available for them again):

Cancellation of Claim or Correction-Claim

•

(as of SAP CRM 7.0 SP04)

•

Expiration of Claim or Correction-Claim

Correction of Claim or Correction-Claim

•

(as of SAP CRM 7.0 SP04)

•

Negative Reservation


Initiative Finalization

The amount immediately expired is exactly the same amount that the expiration run would have expired if the document (claim, correction claim, or reservation) had not been posted at the execution time of the expiration run.


You make the Customizing settings for this function in Customizing for Customer Relationship Management in Assign Transaction Types to Immediate Budget Expiration

See also

.

Release note



http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Partner Channel Management -> Market Development Funds -> Budget Management.

CRM_PCM_MDF_1: Budget Expiration Run (Enhanced) Use

As of enhancement package 1 of SAP CRM 7.0, business function Partner Channel Management, Market Development Funds,

A budget expiration run is a batch job which expires fund budget based on expiration dates from various funds belonging to the same funds plan.

you can search for funds belonging to a fund plan by fund types and accounts during the creation of a budget expiration run on the WebClient UI. Previously, you could only search by funds plan ID and expiration period.


To search for funds by fund type, you must assign the fund type to the fund plan type in the Customizing activity Define Funds Plan Types

See also

.

Release note



http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Partner Channel Management -> Market Development Funds -> Budget Management.

CRM_PCM_MDF_1: Causal Factors (Enhanced) Use


• You can assign causal factor types to expense types.

, you can use causal factor types and causal factor fields as follows:

• You can make causal factor field values mandatory for all documents (initiatives, initiative templates, and claims) that use the associated causal factor type.

• You can inactivate causal factor fields. You can use a filter to view only active causal factor fields. You can also choose to view active and inactive causal factor fields.

• You can define your own causal factor types and causal factor fields.

• You can make causal factor fields accept user entered free text on the WebClient UI.


Existing causal factor types are independent of expense types. Therefore, to avoid data loss, you must manually run the report CRM_MKTPL_CAU_TYPE_MIGRATION after you activate the business function Partner Channel Management, Market Development Funds

37. Schedule a job (transaction SM36). Choose the

(CRM_PCM_MDF_1). When you run this report, you ensure that all existing causal factor types are mapped to a blank expense type field. You run the report in the job scheduler as follows:

Job wizard

38. Execute a job (transaction SM37). For information on selecting and executing a job, choose the

pushbutton for a step-by-step process for creating a job.

Information

39. View the job log for details after the job has finished.

pushbutton. Depending on the amount of data to be processed, the duration of the job can vary from seconds to hours.

The WebClient UI has been enhanced as follows:

• The Causal Factors assignment blocks were updated on the following overview pages: Claims, Initiative Templates, Initiatives, and Initiative Elements

• The

.

Causal Factor Snapshots and Causal Factor History assignment blocks have been added to the Claims


overview page.


•

, in the following:

Define Causal Factor Profiles, Types, and Default Values

•

•

Assign Causal Factor Types to Expense Types

See also

Values for Customer Causal Factor Fields

Release note

Release note

CRM_PCM_MDF_1: Validation Sheet (Enhanced)



http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Partner Channel Management -> Market Development Funds -> Causal Factors for MDF.

CRM_PCM_MDF_1: Validation Sheet (Enhanced) Use


• Validation for initiatives on the claims page

(CRM_PCM_MDF_1), the following enhancements exist regarding validation of causal factors in initiatives:

Up to enhancement package 1, you used a validation sheet, to which you could navigate from the claim, where you entered values for the causal factors for market development fund (MDF) initiatives, among other things. As of enhancement package 1, you can display the same validation sheet as before, but you can only use it to enter some of the validation information. The remaining validation information is entered using the new assignment blocks on the claims overview page, as described below. You can access the validation sheet using the Details

-

button on the claims overview page. The following assignment blocks are available as before in that validation sheet for claims of MDF initiatives:

- Header

- Notes

- Attachments

The following new assignment blocks are now available for validation of MDF initiatives on the claims overview page:

Claiming History

- This assignment block is the only place you can enter the values for the causal factors for claims of MDF initiatives.

Causal Factor Values

- Snapshots are made of the validation sheet as soon as the validation is completed. In other words, a snapshot is made when the status of a claim item that refers to an initiative is changed to

Causal Factor Snapshots

Approved (I1462) or To Be Approved

-

(I1461), and the claim is saved.

In this assignment block, you can see who changed what and when the change was made.

Causal Factor History

In the following, the term "validation sheet" means all assignment blocks listed in this section.

• Reimbursement - Recalculation of the reimbursement rate The reimbursement rate is calculated depending on the values of the causal factors. If causal factors are changed, this results in an automatic recalculation.

• Archiving and deletion

- Archiving of validation sheets When an initiative or initiative element is archived, the related validation sheet can be archived with the new archiving object CRM_VALSH.

- Archiving and deletion of validation sheet snapshots When a claim is archived, the related validation sheet snapshots can be archived with the new archiving object CRM_VALSH. If a claim item is deleted, the snapshots related to this item are deleted if they refer only to this item. If the snapshot also refers to other items, the snapshot's relationship to this item is deleted. To access the archived values from the claim, use the Causal Factor Snapshot

assignment block.

• SAP NetWeaver Business Warehouse (SAP NetWeaver BW) extractors You can use SAP NetWeaver BW extractors to transfer data from the source system to SAP NetWeaver BW so that you have a basis on which to build your SAP NetWeaver BI content. Because of changes in the application with respect to initiative causal values and the new possibility to extract validation sheet snapshots, the existing extractors were enhanced. For more information see release note CRM_PCM_MDF_1: BI Extractors for Initiative Causal Factor Values and Validation Sheet Snapshots (Enhanced)

• Changed locking mechanism for claims

.

Multiple claims can refer to one validation sheet. When one of those claims is switched to edit mode, the system switches the corresponding validation sheet to edit mode, effectively locking the validation sheet. Another claim that refers to the same validation sheet cannot lock the validation sheet. In turn, this other claim also cannot be locked, which means that it cannot be switched to edit mode.


Existing validation sheets in the market development funds (MDF) scenario are based on causal factor types which are considered to be independent of expense types. Therefore, to avoid data loss and data inconsistencies, you must manually run the report RCRM_CLA_VS_MIGRATE after you activate the business function Partner Channel Management, Market Development Funds

40. Schedule a job (transaction SM36). Choose the

(CRM_PCM_MDF_1). When you run this report, you ensure that all existing causal factor data belonging to existing MDF related validation sheets is transferred into a new database table, which is capable of handling the new expense type dependencies for causal factors stored along with a validation sheet. You run the report in the job scheduler as follows:

Job wizard

41. Execute a job (transaction SM37). For information on selecting and executing a job, choose

button for a step-by-step process for creating a job.

InformationDepending on the amount of data to be processed, the duration of the job can vary from seconds to hours.

.

42. View the job log for details after the job has finished.


The new archiving object CRM_VALSH can process both validation sheets and validation sheet snapshots.

Scheduling of Archiving

• Validation sheet A prerequisite for the archivability of a validation sheet is the previous archiving of the corresponding initiative or initiative element. Scheduling of the archiving for the CRM_VALSH archiving object should therefore be aligned with the existing scheduling of archiving for initiatives or initiative elements.

• Validation sheet snapshot A prerequisite for the archivability of a validation sheet snapshot is the previous archiving of the corresponding claim. Scheduling of the archiving for the CRM_VALSH archiving object should therefore be aligned with the existing scheduling of archiving for claims.



•

, under:

Define the number range for the IDs of the validation sheet. Define Validation Sheet ID Number Range

• Enhancements for Validation Sheet Archiving Object CRM_VALSH

- You can use this BAdI to define customer-specific checks that have to be met before a validation sheet can be archived and subsequently deleted.

BAdI: Archivability Check of Validation Sheet Objects

- You can use this BAdI to write data records from additional tables that do not belong to the validation sheet object, but that were subsequently linked to the validation sheet object by the customer, in the archiving object.

BAdI: Writing of Add-On-Specific Data to Archive

- You use this activity, to extract the validation sheet snapshots to SAP NetWeaver® Business Warehouse.

Extract Validation Sheet Snapshots

See also

• Partner Channel Management, Market Development Funds

•

(main release note for the business function)


CRM_PCM_MDF_1: Causal Factors (Enhanced)

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Marketing -> Market Development Funds -> Claims Management -> Claim Validation Using the Validation Sheet in MDF

.

CRM_PCM_MDF_1: BW Extractors for Initiative Causal Factor Values and Validation Sheet Snapshots (Enhanced)

Use


• 0CRM_CLAIM was enhanced with field SNAPSHOT_GUID.

(CRM_PCM_MDF_1), the following enhancements exist regarding the SAP NetWeaver Business Warehouse (SAP NetWeaver BW) extractors for initiative causal factor values and validation sheet snapshots:

- For a claim item, this field is filled with the validation sheet GUID of the latest snapshot.

- For the claim header, this field is filled with the GUID of the active validation sheet.

• 0CRM_VWS was enhanced to extract expense types, causal factor types, and product dimensions.

• 0CRM_MKTPL_CAUSAL is new and it extracts planned values for each causal factor field with respect to expense types and causal factor types.

You can use SAP NetWeaver BW extractors to transfer data from the source system to the SAP NetWeaver BW system so that you have a basis on which to build your business intelligence (BI) content.

Extractors fill the extraction structure of a DataSource with data from business objects.

You can extract data from CRM market development funds (MDF) applications by performing a full extraction or a delta extraction. To make these requests, you can use specific data filtering criteria.

See also

For more information, see the main release note for business function Partner Channel Management, Market Development Funds.

CRM_PCM_MDF_1: MDF BW Extractors (Enhanced) Use


The following two fields are now available in the existing DataSources

, you can view the approval date and the ID of the approver of initiative and initiative elements.

Attributes for MDF Initiative (0CRM_MKTINI_ATTR) and Attributes for MDF Initiative elements

•

(0CRM_MKTINT_ATTR):

Timestamp (APPROVAL_DATE) The timestamp when the initiative or initiative element was released is displayed in the time zone used by the field ON (CREATED_ON)

•

.

Changed (APPROVED_BY)

You can use BW extractors to transfer data from the source system to the SAP NetWeaver Business Warehouse system so that you have a basis on which to build your BW content.

The ID of the person who released the initiative or initiative element is displayed.

Extractors fill the extraction structure of a DataSource with data from business objects.

You can extract data from CRM MDF applications, by performing a full extraction or by performing a delta extraction. These requests may be made with specific data filtering criteria.


These two new fields do not affect previously existing data; you do not need to update existing data.

See also

Release note


Interaction Center

Business Function IC and Communication-Enabled Business Processes CRM_IC_CEBP: Business Function IC and Communication-Enabled Business Processes (New)

Use

As of SAP enhancement package 1 for CRM 7.0, the business function IC and Communication-Enabled Business Processes

Enhancements made to IC functions include multisessioning, interactive scripting, messaging, reverse proxy server integration, asynchronous processing, and account identification. The integration of communication management software (CMS) into communication-enabled business processes for CRM and IC business roles has also been enhanced, including improved context transfer capabilities and the extension of channels. These enhancements speed up response times, make it easier to engage experts, and enable more efficient collaboration in customer-facing processes. They also speed up the cross-system shared service processes and reduce the response times for a service request.

(CRM_IC_CEBP) is available. With this business function, you can implement enhancements to communication-enabled business processes and interaction center (IC) functionality.


•

•

CRM_IC_CEBP: Extension of Channels (New)

•

CRM_IC_CEBP: Checklist (New)

•

CRM_IC_CEBP: Preview Dialing (New)

•

CRM_IC_CEBP: Messaging and Reverse Proxy in the IC (Enhanced)

CRM_IC_CEBP: Account Identification in the Interaction Center (Enhanced)

•

•

CRM_IC_CEBP: Asynchronous Processing in the Interaction Center (New)

•

CRM_IC_CEBP: CRM Business Transactions in the IC (Enhanced)

•

CRM_IC_CEBP: Multisessioning in the Interaction Center (Enhanced)

CRM_IC_CEBP: Interactive Scripting in the Interaction Center (Enhanced)

•

•

CRM_IC_CEBP: Context Transfer (Enhanced)

•

CRM_IC_CEBP: CAD Attributes in the Rule Modeler and Alert Editor (New)

•

CRM_IC_CEBP: CRM Server to Browser Messaging (Enhanced)

CRM_IC_CEBP: Incomplete E-Mails in the Agent Inbox for an Account (New)

•

CRM_IC_CEBP: Business Partner Confirm for Call Transfer (Enhanced)

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> IC and Communication-Enabled Business Processes

CRM_IC_CEBP: Extension of Channels - Enable Chat and IM for Internal Collaboration (New)

Use

As of SAP enhancement package 1 for CRM 7.0, business function Interaction Center and Communication-Enabled Business Processes

See also

, you can use instant messaging for internal communication with colleagues. This includes the use of a presence list for the start of the instant messaging and the maintenance of a list of personal contacts.

Release Note CRM_IC_CEBP: Business Function IC and Communication-Enabled Business Processes (New)

CRM_IC_CEBP: Checklist (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function IC and Communication-Enabled Business Processes


(CRM_IC_CEBP), you can use checklists for step-by-step task processing.

• Define checklists, including their individual steps, step options, and step work instructions

• Define the sequence in which checklist steps are processed

• Define rules by which checklists or checklist processors are determined

• Assign checklist steps to an individual or to a group of processors

• Trigger actions from individual checklist steps

You can also integrate checklists with SAP Business Workflow so that checklist step processors are notified when they have steps to carry out. If workflow is not enabled, step processors can find their assigned steps in the agent inbox or on the search page for their business role.

The new checklist function is available for the following business transactions:

• Service request

• Master service request

• Request for change

• Service order


The WebClient UI has been updated to include a Checklist

Optionally, you can display the checklist step sequence in a graphical process flow.

assignment block, in which checklists are displayed as tables that contain all related checklist steps.


You make the Customizing settings for this function in Customizing for Customer Relationship Management, under Transactions -> Basic Settings -> Checklist Settings

•

, in:

•

Define Checklist Profiles

•

Define Workflow Settings for Checklist

To define rule policies for checklist processing, the following new rule policy contexts are available:

Define Basic Settings for Checklist

• Checklist Determination

• Checklist Step Partner Determination

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP Customer Relationship Management -> Service -> Service Request Management.

CRM_IC_CEBP: Preview Dialing (New) Use



(CRM_IC_CEBP), a preview dialing mode is available for outbound calls in the interaction center (IC). In preview dialing, the dialer sends a message to an agent, asking whether the agent is ready for the call to be dialed. The agent can preview the call information before deciding whether they want the system to dial the call or to reject or reschedule it.

The IC WebClient has been updated to include user dialogs for the following:

• Preview dialing You can use this dialog to preview a call and view contact details, as well as perform actions such as accept and reject.

• Call rescheduling You can use this dialog to reschedule a call in preview dialing mode as well as in other automated dialing modes such as predictive dialing.


You make the Customizing settings for this function in Customizing for Customer Relationship Management, under Interaction Center WebClient -> Business Transaction -> Define Business Transaction Profiles

• The

. The following changes have been made:

Allow Rescheduling checkbox has been added to the Business Transaction Profile

• The

view.

Automatic Text Entry for Call Rescheduling

See also

view has been added.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> Customer Relationship Management -> Interaction Center -> Interaction Center WebClient.

CRM_IC_CEBP: Messaging and Reverse Proxy in the IC (Enhanced) Use


When using a reverse proxy server or SAP Web Dispatcher, you can now do the following:

(CRM_IC_CEBP), further support has been added to enable the Interaction Center WebClient to function in environments that require a reverse proxy server or SAP Web Dispatcher. Reverse proxy servers are typically used in front of a Web server and can give you an additional layer of security.

• Use broadcast messaging, alerts, and communication management software (CMS) integration

• Use relative URLs

Additionally, interaction center (IC) messaging is now supported in environments that require SAP Web Dispatcher or HTTPS servers. You can also now user server polling in both HTTP and HTTPS environments.

See also

Release note CRM_IC_CEBP: IC and Communication-Enabled Business Processes

CRM_IC_CEBP: Account Identification in the Interaction Center (Enhanced) Use


(CRM_IC_CEBP), the account identification function in the interaction center (IC) has been enhanced:

• When searching for accounts in the IC, entering data in both the contact name fields and the account fields will generate a combined search result and provide more precise results.

• For contact searches using the fields for contact communication details (Telephone, E-Mail, Fax), you can set a default contact type in Customizing that determines whether the search criteria are used to search for a contact of the type account, contact person, or both. IC agents can change this setting in the WebClient UI.


You can select a default contact type in Customizing for Customer Relationship Management under Interaction Center WebClient -> Master Data -> Define Account Identification Profiles and Define Account Identification Profiles for Multiple Business Partners

See also

.


CRM_IC_CEBP: Asynchronous Processing in the Interaction Center (New) Use


To facilitate asynchronous processing, a new type of asynchronous alert is now available for the IC. The following types of alerts are now available:

(CRM_IC_CEBP), asynchronous processing is supported in the interaction center (IC) for the agent inbox and for interaction processing. Asynchronous processing allows the user to continue with other work while a function is executed in the background, thus enabling more efficient processing. When the results of the background process are available, a message is displayed to alert the user.

• Real-time alerts Real-time alerts were enabled for the IC in previous releases. When you use real-time alerts, the system continually polls the server to check for alerts.

• User-triggered alerts The new type of asynchronous alert gives you the option to show alerts without using server polling. If you enable user-triggered alerts, the system waits until the user triggers an event to perform a server round-trip to check for alerts.

Additionally, a new type of search method is available for the IC agent inbox. The following search methods are now available for the agent inbox:

• Asynchronous search This type of search allows the user to continue working while the search is performed in the background. When the search results are available, an alert is displayed. The user can then click on the alert to display the search results.

• Lean search This type of search results in a faster processing time.

You can also set the minimum time interval (in seconds) after which an alert appears to let the user know that the search results of an agent inbox search are available.


A new Customizing activity has been added to Customizing for Customer Relationship Management under Interaction Center WebClient -> Basic Functions -> Communication Channels -> Define Communication Processing Profiles

An existing Customizing activity has been enhanced in Customizing for

. Here you define a communication processing profile where you can select which type of alerts you want to use.

Customer Relationship Management under Interaction Center WebClient -> Agent Inbox -> Define Inbox Profiles

See also

. You can now enable lean search or asynchronous search, and select a time interval for the search result alert.


CRM_IC_CEBP: CRM Business Transactions in the Interaction Center (Enhanced)

Use


The following changes have been made:

(CRM_IC_CEBP), CRM business transactions in the interaction center (IC) have been enhanced.

• In the IC, the scratch pad feature allows an IC agent to take rough notes while interacting with a customer. You can now import data from the scratch pad into the notes section of the following CRM business transactions in the IC:

- ERP sales order

- ERP quotation

- ERP contract

- Service orders

- Complaints

- Service request

- Incident

- Problem

- Request for change

- Case

- Lead

- CRM sales order

- Opportunity

- Quotation

- Sales contract

- Service quotation

- Service contract

- Service contract quotation

- Activity

• Once a contact has been confirmed on the account identification screen, this contact is transferred to the Contact Person

- ERP sales order

partner function of the following CRM business transactions:

- ERP quote

- ERP contract

• If multiple partners are available for one partner function, users can now select the appropriate partner from a dialog box when using the following CRM business transactions:

- ERP sales order

- ERP quote

- ERP contract


A new button called Import Scratch Pad

For ERP sales orders, ERP quotes, and ERP contracts, a selection dialog box now appears when the system finds more than one matching partner.

has been added to the UI for the relevant transactions.

See also


CRM_IC_CEBP: Multisessioning in the Interaction Center (Enhanced) Use

As of enhancement package 1 for SAP CRM 7.0, business function IC and Communication-Enabled Business Processes, multisessioning in the interaction center (IC) has been enhanced. Multisessioning allows IC agents to handle interactions with multiple customers at the same time. These capabilities have been enhanced so that you can now do the following:

• Open new tabs so that IC agents can interact with multiple customers within one IC browser window IC agents can manually open a new tab, or the system can be configured so that a new tab is opened automatically when a new interaction takes place.

• Work in up to six sessions at the same time

• Accept a phone call from a customer while already in a chat or e-mail interaction with another customer

• Calculate how much time was spent in each session When an IC agent leaves a session and moves to another session, or when an IC agent enters a new session, the system raises a new event. These events can be used to report how much time IC agents spend working on a particular interaction.


A new button called New Session


has been added to the IC toolbar.

You can now enable multisessioning for your communication management software (CMS) profile in Customizing for Customer Relationship Management under Interaction Center WebClient -> Basic Functions -> Communication Channels -> Define Communication Management Software Profiles

See also

.


CRM_IC_CEBP: Interactive Scripting in the Interaction Center (Enhanced) Use

As of enhancement package 1 for SAP CRM 7.0, business function IC and Communication-Enabled Business Processes, interactive scripting in the interaction center (IC) has been enhanced. You can now do the following:

• View and save transcripts of interactive scripts The script transcript includes a list of the questions the IC agent asked customers and the answers entered by IC agents. You can determine whether to automatically save script transcripts in Customizing.

• Upload interactive scripts to the system If you upload a script, the system gives you the option to overwrite any existing script with the same ID.


You can now choose whether script transcripts are saved automatically in Customizing for Customer Relationship Management under Interaction Center WebClient -> Basic Functions -> Define Script Profiles

See also

.


CRM_IC_CEBP: Context Transfer (Enhanced) Use


This function allows one user to transfer business context (for example, all the recently accessed objects in the sender's CRM session) to another user. Additionally, you can now do the following:

(CRM_IC_CEBP), the context transfer capabilities for communication-enabled business processes (CEBP) and interaction center (IC) business roles have been enhanced.

• Access the contact attached data (CAD) view This feature was already available for the IC business roles and is now also available when using CEBP business roles.

• Transfer business context through instant messaging

• Transfer multiple business contexts at the same time You can add multiple objects to the contact attached data (CAD) view (for example, all the entries under Recent Items

• Import items from the activity clipboard (IC business roles) or the recent items (CEBP business roles) to be transferred as context

). The entire contents of the CAD view can then be transferred between users during phone call or instant message context transfers.


New buttons have been added to the WebClient UI, including Import Recent Items and Delete All Entries. On the IC UI, there is also a new button called Import Activity Clipboard


.

You can now enable multiple context transfer in Customizing for Customer Relationship Management under Basic Functions -> Communication Management Software Integration -> Define CMS Integration Profiles

See also

.


CRM_IC_CEBP: CAD Attributes in the Rule Modeler and Alert Editor (New) Use


Using these attributes, you can, for example, retrieve a service request number from the CAD attributes of an incoming call and set up a rule that displays an alert providing this information to the IC agent once the account has been confirmed. The IC agent can then click on the service request number in the alert to navigate directly to the service order.

(CRM_IC_CEBP), you can now enable contact attached data (CAD) attributes for fact gathering in the interaction center (IC). A new fact gathering service retrieves CAD attributes and adds them to the fact base. You can then use these attributes when creating alerts in the alert editor or when defining rules in the rule modeler. When using CAD attributes for this purpose, you must ensure that the data that is passed has the same CAD group name and CAD attribute name that have been defined in Customizing.


A new sample CAD attribute called ORDER_NO

A new action called

is available. This attribute can be used to retrieve the number of a service request.

Trigger Alert (CAD Order Number: Show BT) with the action ID AH_CAD_LAUNCH_BT


is available. This action can be used to trigger an alert that the IC agent can click to navigate directly to the relevant transaction. When defining a rule with this action, you can specify the process type (for example, service request) to which the IC agent can navigate.

A new node containing configuration information has been added to Customizing for Customer Relationship Management under Interaction Center Web Client -> Basic Functions -> Communication Channels -> Enable CAD Attributes for Fact Gathering

You can now enable CAD attributes for fact gathering in Customizing for

.

Customer Relationship Management under Interaction Center WebClient -> Basic Functions -> Communication Channels -> Define Profiles for Contact Attached Data

See also

.

Release Note CRM_IC_CEBP: IC and Communication-Enabled Business Processes

CRM_IC_CEBP: CRM Server to Browser Messaging (Enhanced) Use


The new messaging option can be used for all channels integrated through the Integrated Communication Interface (ICI), such as telephone, e-mail, or chat, and for all features that currently use polling, such as alerts, broadcast messaging, and third-party integration. The system behavior is the same as with the messaging options used in previous releases. The new messaging option is fully compatible with the current ICI so that no changes to the interface are visible for communication management software connectors that integrate with the ICI.

(CRM_IC_CEBP), the communication integration for SAP CRM has been enhanced in the interaction center and for other business roles that use communication integration. You can now enable a new option for messaging between the CRM server and the browser. This option enables the use of an active browser component for communicating real-time events from the server to a user's browser session. The client is notified in real-time when there is an update available, and only then does it retrieve information from the server. This offers an alternative to the messaging in previous releases, where a polling mechanism alerts the browser about communication events.


You can now assign a notification server to a polling profile on the SAP Easy Access screen under Interaction Center -> Interaction Center WebClient -> Administration -> Communication Management Software -> Assign Notification Server to Polling Profile

See also

.


CRM_IC_CEBP: Incomplete E-Mails in the Agent Inbox for an Account (New) Use


A new action,

(CRM_IC_CEBP), you can set up the interaction center (IC) so that IC agents can view the number of incomplete e-mails in the agent inbox that are linked to a particular account. This feature is available for inbound e-mails from the E-Mail Response Management System (ERMS) workflow.

Show Number of Incomplete E-Mails

See also

(AH_NO_CUST_MAIL), is available when creating rules in the Intent Driven Interaction context of the rule modeler. Using this action, you can create a rule policy that searches for incomplete e-mails for an identified account and displays an alert showing the number of incomplete e-mails. An account must be confirmed before the number of incomplete e-mails can be shown. IC agents can then click on the alert to navigate directly to the agent inbox, where only the incomplete e-mails from the confirmed contact person of the identified account are displayed. If no contact person has been confirmed, only e-mails from the e-mail address linked with the identified account are listed in the agent inbox. The search criteria in the agent inbox will be collapsed and in an informational message, IC agents can see the e-mail address of the incomplete e-mails that are displayed.


CRM_IC_CEBP: Business Partner Confirm for Call Transfer (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP), the business partner confirm function in the interaction center (IC) has been enhanced to allow more flexibility for telephone calls that are transferred between IC agents. A new event called Business Partner Confirmed Event for Call Transfer

The new event can be used to ensure that all the rules and events that are triggered when the

(BPConfirmed_Trans) is now available in the Intent-Driven Interaction context of the rule modeler.

Business Partner Confirmed


(BPConfirmed) event is raised are also triggered when a call is transferred to another agent. You can, for example, add the new event to an existing rule policy so that when a call is transferred from one IC agent to another, the second IC agent receives the same alerts as the first IC agent did when the business partner was originally confirmed. If an account was already confirmed by the first IC agent before the call was transferred, the account will be automatically confirmed when the call is transferred to the second IC agent. The system does not create a new interaction record once the call is transferred.

You can view or change the new event in Customizing for Customer Relationship Management under Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events in Repository

See also

.


Business Function Task-Based UI for Interaction Center CRM_IC_TUI: Business Function Task-Based UI for Interaction Center (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Task-Based User Interface for Interaction Center

You can use this business function to integrate the sample

(CRM_IC_TUI) is available.

Product Support task-based user interface (task-based UI) into the interaction center (IC). The Product Support

To integrate the sample

task-based UI has been provided as an example for developing IC task-based UIs and as a basis for custom configurations, for technical consultants. For information about the necessary development activities, see the basic settings for the WebClient UI framework in SAP Solution Manager.

Product Support1517968

task-based UI into the WebClient UI, you have to set up a corresponding business role. For more information, see SAP Note .

On a task-based UI, the user is guided step by step through the various functions required for completing a certain business task, such as logging a service ticket. The sample Product Support

The following features are available for custom-built task-based UIs (These features do not require the prior activation of the business function):

task-based UI in the IC includes all the steps necessary to create a new customer record, register a product, log a service ticket, and wrap-up the interaction.

• The task-based UI provides a graphical road map that allows the IC agents to navigate from step to step. Moreover, the road map provides an overview for the IC agents as to which step they are currently working on and how many steps are still required.

Road map

• For each step on the task-based UI, you can define a help text providing further information for the IC agent.

Explanatory texts on user interface (UI)

• You can divide complex task steps up into smaller sub steps. Sub steps

• You can initiate the task-based UI using any of the following methods: Navigation to task-based UI (IC-specific)

- Navigation bar link

- Intent-driven interaction based on rules defined in the rule modeler

- Interactive script navigation

- Alert navigation


The sample Product Support

•

task-based UI contains the following steps:

•

Create Account

•

Create Object

Create Service Ticket

-

:

-

Enter Header Data

-

Enter Notes

-

Check Partner Information

•

Select Categories

Search for Solutions

http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=1517968&_NLANG=en&_NVERS=0�

•

•

Chat

•

E-Mail

The sample

Edit Interaction Record

Product Support

• Navigation bar link

task-based UI can be accessed by the following methods:

• Intent-driven interaction based on rules defined in the rule modeler

• Interactive script navigation

• Alert navigation


You make the Customizing settings for the task-based UI in Customizing for Customer Relationship Management under UI Framework -> UI Framework Definition -> Guided Activity Page

See also

.

• SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Task-Based User Interface for Interaction Center

• Release note

.

UI_FRW_1_DOCU: Task-Based User Interface (Enhanced)

Business Function Rule Modeler Usability CRM_RMD: Business Function Rule Modeler Usability (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Rule Modeler Usability

The business function allows you to do the following:

(CRM_RMD) is available. With this business function, you can use the rule modeler more efficiently.

• Search using new criteria You can now search for rules and rule folders. Sub-rules are included in rule and rule folder searches, and the system searches all rule policies and policy variants (active or inactive, draft or released). When searching for rules or rule folders, you can also specify values for Created By and Changed By. While the Event ID

• Navigate rule policy search results more effectively

search criterion was available previously, it is now labeled to indicate that it applies only to the Intent-Driven Interaction (IDI) context.

When you navigate to a rule policy from the search results page and then return to the search results, you are brought back to the same search result page. For example, if you navigate to page six of the search results and then navigate to a rule policy, you are returned to page six, rather than page one.

• Adjust column widths You can adjust column widths in the rule policy search results list, and in the Policy, Conditions, and Actions

• Add a new rule folder, rule, or subrule as a subnode or at the same level as the current position in the hierarchy of draft rules

assignment blocks.

• Create rules in the IDI context more efficiently The condition Current Event

• Find alerts more easily using value help

is now the default for new top-level rules created in the IDI context.

When you create a rule to trigger an alert, you can use value help to search for the required alert ID instead of scrolling through them in a dropdown list.

• Select a target ID for the Navigate ToThis applies when you create a rule in the IDI context that contains the

action more efficiently Navigate To

• View policy relationships

action. The list of target IDs displayed in the dropdown list is determined by the business role or roles assigned to the rule policy.

You can view a graphical representation of relationships between rule policies that call other rule policies. The flowchart-style display provides options for zooming, navigating among the rule policies, and viewing rule policy details. To use this feature you must first perform the necessary customizing.

• Release and save in a single step An updated option allows you to release draft rules of a selected rule policy variant, and then save the rule policy.



• New search criteria in the search page for rule policies

• The following enhancements to the Rule Policy

-

overview page:

Insert as Subnode and Insert at Same Level pushbuttons in the Policy

-

assignment block

Show Policy Relationships

-

pushbutton, which brings you to the graphical representation of rule policies that call other rule policies

Release Draft Rules and Save option under More in the Policy assignment block, which replaces the Release Draft Rules


option

You make the Customizing settings for this function in Customizing for Customer Relationship Management, under E-Mail Response Management System -> Define Repository

See also

. A new view has been added that allows you to define actions and action parameters for the rule policy call hierarchy.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP Customer Relationship Management -> Basic Functions -> Rule Modeler

Business Function Multifunctional Shared Service Interaction Center CRM_SHSVC: Business Function Multifunctional Shared Service Interaction Center (New)

Use

As of SAP enhancement package 1 for CRM 7.0, the business function Multifunctional Shared Services Interaction Center

In addition to the features described in the release notes linked below, this business function includes the following features:

(CRM_SHSVC) is available. With this business function, you can optimize the shared services center (SSC) in SAP CRM and its integration with back-end processes in SAP ERP HCM, SAP ERP Financials, SAP Collections Management, and SAP Dispute Management. This allows you to extend the scope of your interaction center to make use of multifunctional SSC capabilities and increase the efficiency of service request handling in the SSC.

• The SSC support for launch transactions has been enhanced to allow a parameter transfer from a back-end system to the CRM Interaction Center during a session. For example, contact data can be transferred during the use of SAP Collections Management so you do not have to end the session to enable the data transfer.

• You can now create the contact person role for a selected number of employees automatically. After you have created the contact person role, you can assign multiple contact persons to a sold-to party. This is relevant for the full use of service-related functions, such as contract management and billing. The new functions are particularly useful for internal service management scenarios, where one organizational unit of a company provides services for another unit within the same company.

• It is now possible to assign self-service processes to a service request category model in the SSC. The category modeler has been enhanced with a new self-service process assignment block. Once you have chosen in a service request a category with an assigned self-service process, an additional entry in the business context of the service request allows you to start the self-service process. The self-service process is automatically linked to the business context once it is complete.

• The SSC provides a new UI component (which can be used in any fact sheet) to provide additional information from connected back-end systems. A navigational target can also be provided to allow users to drill down to more detailed information in the back-end system. Customer-specific content can be implemented.

• The transaction launcher and integration of multiple back-end systems are improved. A new Customizing table and enhancement spot allow for the implementation of scenarios in which, for example, a customer installation has SAP ERP Financials and SAP ERP Logistics distributed in multiple logical systems and the launch transaction logical system is therefore different, depending on the target application.

• A new local Internet Transaction Server (ITS) option is delivered that means that the ITS and SAP GUI for HTML need only be set up on the SAP CRM server. Existing trusted RFC connections are used to call SAP ERP transactions from the SAP CRM Server. This reduces the system setup steps and allows older connected SAP ERP releases to benefit from the new SAP GUI capabilities, such as unified kernel-based rendering, which are available with the current SAP CRM release.

• The handling of business partner data from multiple back-end systems is enhanced. When searching for a business partner, users are now informed if there are several identical business partners. From this result, you can easily access all the identical business partner data (compiled from all the connected systems) in the account overview,

the fact sheet, and the SAP Collections Management worklist.

• A new auto-suggest function for knowledge articles is available in the Interaction Center. When you select a categorization for a business transaction, the system automatically checks for knowledge articles assigned to that categorization. If they exist, the system displays an alert from which users can navigate directly to the related knowledge articles.


•

•

CRM_SHSVC: Enhanced Document Search (New)

•

CRM_SHSVC: Enhancements for Service Request Processing (New)

•

CRM_SHSVC: Customer Survey for Service Request (New)

•

CRM_SHSVC: CAD Attributes in the Rule Modeler and Alert Editor (New)

CRM_SHSVC: Incomplete E-Mails in the Agent Inbox for an Account (New)

•

•

CRM_SHSVC: Business Partner Confirm for Call Transfer (Enhanced)

•

CRM_SHSVC: Users and Roles in SAP CRM and SAP ERP (New)

CRM_SHSVC: Accounting Interaction Center (Enhanced), including

•

CRM_SHSVC: Work Centers for Outstanding Receivables (New)

CRM_SHSVC: Authorization Handling in Employee Interaction Center (New)

•

•

CRM_SHSVC: Travel Interaction Center (New)


CRM_SHSVC: Service Level Management (New)

You make the settings for the integration with the SAP ERP systems under Interaction Center WebClient -> Shared Services Framework

You make the settings for launching service requests from SAP ERP transactions under

.

UI Framework -> Technical Role Definition -> Transaction Launcher

You make the settings for the fact sheet under

.

Interaction Center WebClient -> Shared Services Framework -> Integration with SAP ERP Financial Accounting -> Fact Sheet

You make the settings for the Internal Self Services under

.

Transactions -> Settings for Service Requests -> Maintain External Category

See also

.

For more information, see the following documents:

• SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core ->

• Release Notes for the following business functions in the corresponding ERP systems:

SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Multifunctional Shared Service Interaction Center

- FI, Enablement for Financial Shared Services

-

(FIN_SSC_AIC_1)

FSCM, Enablement for Financial Shared Services

-

(FIN_FSCM_SSC_AIC_1)

Travel Management, Enablement for Shared Services

-

(FIN_SSC_TIC_1)

HCM, Integration with Shared Services Interaction Center

-

(HCM_SSC_EIC_1)

Internal Self Services, Enablement for Fin. Shared Services (FIN_SSC_ISS_1)

CRM_SHSVC: Enhanced Document Search (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Multifunctional Shared Service Interaction Center

The enhanced document search allows an accounting interaction center (AIC) agent to search for external documents (documents stored in systems other than CRM, including optical archives). It provides a centralized, unified method for searching and viewing documents from multiple backend systems. This gives the agent a complete record of previous communication relevant for a service request.

(CRM_SHSVC), you can use the enhanced document search.


You can specify search criteria, the default search time period, and how the returned documents are displayed. You make these settings in Customizing for Customer Relationship Management under Interaction Center WebClient -> Shared Services Framework -> General Settings -> External

See also

Documents.

CRM_SHSVC: Business Function Multifunctional Shared Service Interaction Center

CRM_SHSVC: Enhancements for Service Request Processing (New) Use


• You can now enter a known object ID to link an object in the list of

(CRM_SHSVC), the following enhancements for service request processing are available:

Business Context

• You can now process service request without having to activate pricing procedures (in Customizing).

objects (linked object list), without using the input help. The linked object list is restored when you navigate from a linked object or from the search of objects back to the list.

• You can now navigate between e-mails related to a service request choosing Previous and Next

• The value help for the service request fields

in the e-mail viewer. Once the e-mail viewer is launched from a service request it shows a list of all e-mails related to the service request. You can select an e-mail, display the details, and navigate to its predecessor or its successor.

Customer and Reporter now also provides business partners that have only the employee role. Note that this enhancement applies only to business roles maintained in Customizing for Customer Relationship Management under Interaction Center WebClient > Shared Services Framework > General Settings > Assign Mapped Logical System to Business Roles

• The

.

Business Context list of objects now allows for showing only the relevant object types. When applied, the relevant object types are identified according to the backend system of the employee or customer. As a result, the correct backend systems are automatically taken in account when services are launched. Note that the BAdI: Filtering of Linked Object Types

• You can now use checklists for step-by-step task processing, and do the following:

must be implemented.

- Define checklists, including their individual steps, step options, and step work instructions

- Define the sequence in which checklist steps are processed

- Define rules by which checklists or checklist processors are determined

- Assign checklist steps to an individual or to a group of processors

- Trigger actions from individual checklist steps You can also integrate checklists with SAP Business Workflow so that checklist step processors are notified when they have steps to carry out. If workflow is not enabled, step processors can find their assigned steps in the agent inbox or on the search page for their business role. The new checklist function is available for the following business transactions:

- Service request

- Master service request

- Request for change

- Service order

• You can now integrate service processes in the CRM Shared Service Interaction Center (SSC) with processes in back-end systems. As a result, agents can more effectively provide support for affected back-end system processes. In the SSC, you can now do the following:

- Link processes and objects from back-end systems to the business context of service requests

- Navigate directly to linked back-end objects and processes

Note that if the user role does not have the object type configured for the business context, the object appears as an item but navigation to detail screens is suppressed.

Objects from the global data context of the interaction center (IC) are automatically linked to the business context of service requests created during the current session, but only if the object type has been configured as mentioned in the note above. IC agents can search for objects from the agent inbox, and link those objects to the business context.


• The WebClient UI has been updated to include a Checklist

• The WebClient UI of the

assignment block, in which checklists are displayed as tables that contain all related checklist steps. Optionally, you can display the checklist step sequence in a graphical process flow.

Business Context

- Service request

assignment block has been updated for the following business transactions:

- Master service request (problem)

- Request for change This assignment block contains a list of linked back-end service processes as well as linked CRM objects such as e-mail and knowledge articles. The list also includes object links created previously in pre-existing transactions.

Note that links created in the new Business Context


assignment block are currently only visible in that assignment block, and not under Related Transactions.

• You make the Customizing settings for checklists in Customizing for Customer Relationship Management, under Transactions -> Basic Settings -> Checklist Settings

-

, in the following:

-

Define Checklist Profiles

-

Define Workflow Settings for Checklist

To define rule policies for checklist processing, the following new rule policy contexts are available:

Define Basic Settings for Checklist

- Checklist Determination

- Checklist Step Partner Determination

• You make the Customizing settings for business context in Customizing for Customer Relationship Management, under Transactions -> Settings for Service Requests -> Define Settings for Business Context

See also

.

•



http://help.sap.com/crm-core -> SAP Customer Relationship Management -> Service -> Service Request Management

.

CRM_SHSVC: Customer Survey for Service Request (New) Use


Service Request Survey

(CRM_SHSVC), you can use the CRM survey tool in the employee interaction center (EIC) or the shared services center to evaluate service requests.

Now CRM surveys can be assigned to service request categories, such as benefits or payroll, and they can be assigned to specific time periods. You can use survey templates, which are based on different sets of categories, time periods, service request status, and create custom surveys. For example, you can create a survey for benefits enrollment that is only used during the enrollment period.

CRM surveys for service requests are sent to customers by e-mail. The e-mails can be sent to both internal and external contacts. The survey is provided by a link that is included in the e-mail. In addition, the e-mail can contain data related to the service request, such as the subject, completion date, or category. You can use a template to create custom survey e-mail forms.

The survey is triggered by the status of the service request. For example, when the status of a service request changes from open to completed, a survey is automatically sent out. You can determine the conditions for triggering the survey.

Survey Reporting

You can build queries inquiring survey results based on CRM standard queries.

To enable SAP ERP HCM related attributes, you have to build reports based on the CRM service request InfoCube Service Request (0SRQ_C10) with the corresponding HCM attributes as characteristics. CRM uses InfoObject Business Partner (0BPARTNER) to retrieve business partners, such as, Sold-to-Party. HCM uses InfoObject Employee (0EMPLOYEE) to find HCM related attributes. Therefore, to enable HCM attributes in CRM service request reports, InfoObject Employee is added to Business Partner as a navigation attribute, and Responsible Agent (0CRM_RESPER) is mapped to InfoObject Employee Responsible


(0BP_RESPPER).

The customer survey for service requests is available for the business role Employee IC Agent


(IC_EIC_AGENT). You can enable the customer survey for additional business roles.

You can make settings in Customizing for Customer Relationship Management under Transactions -> Settings for Service Requests -> Customer Surveys

See also

.

CRM_SHSVC: Business Function Multifunctional Shared Service Interaction Center (New)

CRM_SHSVC: CAD Attributes in the Rule Modeler and Alert Editor (New) Use


Using these attributes, you can, for example, retrieve a service request number from the CAD attributes of an incoming call and set up a rule that displays an alert providing this information to the IC agent once the account has been confirmed. The IC agent can then click on the service request number in the alert to navigate directly to the service order.

(CRM_SHSVC), you can now enable contact attached data (CAD) attributes for fact gathering in the interaction center (IC). A new fact gathering service retrieves CAD attributes and adds them to the fact base. You can then use these attributes when creating alerts in the alert editor or when defining rules in the rule modeler. When using CAD attributes for this purpose, you must ensure that the data that is passed has the same CAD group name and CAD attribute name that have been defined in Customizing.


A new sample CAD attribute called ORDER_NO

A new action called

is available. This attribute can be used to retrieve the number of a service request.

Trigger Alert (CAD Order Number: Show BT) with the action ID AH_CAD_LAUNCH_BT


is available. This action can be used to trigger an alert that the IC agent can click to navigate directly to the relevant transaction. When defining a rule with this action, you can specify the process type (for example, service request) to which the IC agent can navigate.

A new node containing configuration information has been added to Customizing for Customer Relationship Management under Interaction Center Web Client -> Basic Functions -> Communication Channels -> Enable CAD Attributes for Fact Gathering

You can now enable CAD attributes for fact gathering in Customizing for

.

Customer Relationship Management under Interaction Center WebClient -> Basic Functions -> Communication Channels -> Define Profiles for Contact Attached Data

See also

.

Release Note

CRM_SHSVC: BF Multifunctional Shared Service Interaction Center

CRM_SHSVC: Incomplete E-Mails in the Agent Inbox for an Account (New) Use


A new action,

(CRM_SHSVC), you can set up the interaction center (IC) so that IC agents can view the number of incomplete e-mails in the agent inbox that are linked to a particular account. This feature is available for inbound e-mails from the E-Mail Response Management System (ERMS) workflow.

Show Number of Incomplete E-Mails

See also

(AH_NO_CUST_MAIL), is available when creating rules in the Intent Driven Interaction context of the rule modeler. Using this action, you can create a rule policy that searches for incomplete e-mails for an identified account and displays an alert showing the number of incomplete e-mails. An account must be confirmed before the number of incomplete e-mails can be shown. IC agents can then click on the alert to navigate directly to the agent inbox, where only the incomplete e-mails from the confirmed contact person of the identified account are displayed. If no contact person has been confirmed, only e-mails from the e-mail address linked with the identified account are listed in the agent inbox. The search criteria in the agent inbox will be collapsed and in an informational message, IC agents can see the e-mail address of the incomplete e-mails that are displayed.

Release Note


CRM_IC_CEBP: Business Partner Confirm for Call Transfer (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP), the business partner confirm function in the interaction center (IC) has been enhanced to allow more flexibility for telephone calls that are transferred between IC agents. A new event called Business Partner Confirmed Event for Call Transfer

The new event can be used to ensure that all the rules and events that are triggered when the

(BPConfirmed_Trans) is now available in the Intent-Driven Interaction context of the rule modeler.

Business Partner Confirmed


(BPConfirmed) event is raised are also triggered when a call is transferred to another agent. You can, for example, add the new event to an existing rule policy so that when a call is transferred from one IC agent to another, the second IC agent receives the same alerts as the first IC agent did when the business partner was originally confirmed. If an account was already confirmed by the first IC agent before the call was transferred, the account will be automatically confirmed when the call is transferred to the second IC agent. The system does not create a new interaction record once the call is transferred.

You can view or change the new event in Customizing for Customer Relationship Management under Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events in Repository

See also

.


CRM_SHSVC: Users and Roles in SAP CRM and SAP ERP (New) Use


Business Roles

(CRM_SHSVC), you can use the following roles for setting up and operating specific corporate shared services:

SSF_OCCUSER SSF Occasional User Role This business role allows

ERP users to create and search for service requests from an ERP system.

Technical Name Description Use

IC_AIC_AGENT Accounting IC Agent This business role allows

service agents to process Accounting-specific service requests in the Accounting Interaction

Center

IC_EIC_AGENT Employee IC Agent This business role allows

service agents to process HCM-specific service requests in the Employee Interaction Center

(EIC).

(AIC).

IC_TIC_AGENT Travel IC Agent This business role allows

service agents to process expense reports and Travel-specific service requests in the Travel

Interaction Center

AIC_MANAGER AIC Manager This business role allows IC

managers to assign service request categories to dispute case categories. Based on this, AIC

managers can automate the creation of dispute cases. Besides, AIC managers can perform the

standard IC manager functions.

(TIC).

PFCG Roles

SAP_FIN_INT_SELF_SERVICE Financials Internal Self Service This PFCG role allows

users to start the ISS home page.


Business Partner Roles

FSSC01 Financial Organization This business partner role allows you to represent a financial organization in the CRM system. The financial organization consists of the ERP company codes that are assigned as business partners of type organization with the business partner role FSSC01. When an AIC service request does not relate to a confirmed customer or vendor, then the AIC uses this business partner role to determine the ERP back-end system.



The user master records of the service agents must be defined as business partners in the CRM system. The business partners should be assigned to the business partner role Employee

To enable ERP users to create and search for service requests from an ERP system, the ERP users need identically named user master records with business role

(BUP003). To start ERP transactions and to link ERP objects to service requests, the service agents need identically named user master records and authorizations in the ERP systems.

Occasional User (SSF_OCCUSER) in the CRM system. You also need to specify the business role in Customizing activity Define Prefill Business Role Settings for RFC. The users must be defined as business partners in the CRM system. The business partners should be assigned to the business partner role Employee

The ERP company codes and the ERP system (from which ERP users can create service requests) must be defined as business partners in the CRM system. For the AIC, these business partners must be assigned to the business partner role

(BUP003).

Financial Organization


(FSSC01).

Business roles are defined in the Customizing section for Business Roles

PFCG roles are defined in the

.

Maintain Roles transaction (PFCG

To assign the business partner role FSSC01 to an organization or to assign the business partner role BUP003 to a user, you can execute the

).

Maintain Business Partner transaction (BP

See also

).


CRM_SHSVC: Accounting Interaction Center (Enhanced) Use


•

(CRM_SHSVC), you can use the following business roles for setting up and operating an Accounting Interaction Center (AIC):

Accounting IC AgentThis business role allows service agents to process service requests in the Accounting Interaction Center. They can launch ERP transactions from the AIC and link ERP objects to service requests. Therefore, different business objects and transactions in ERP Financials are available in the AIC navigation panel.

(IC_AIC_AGENT)

• AIC ManagerAIC managers are Interaction Center (IC) managers who, in addition to performing IC manager functions, can assign service request categories to dispute case categories. Based on this, AIC managers can automate the creation of dispute cases.

(AIC_MANAGER)

In addition to the new functions for service requests, the Accounting Interaction Center provides four new work centers available for collecting outstanding receivables and clarifying dispute cases. For more information, see the following release note:


CRM_SHSVC: Work Centers for Outstanding Receivables (New)

The service agents must be defined as business partners in the CRM system. The business partners should be assigned to the business partner role Employee

To enable ERP users to create and search for service requests from applications in ERP Financials, you must ensure the following:

(BUP003). To start ERP transactions and to link ERP objects to service requests, the service agents need identically named user master records and authorizations (transaction PFCG) in the ERP systems.

• You have activated the business function FI, Enablement for Financial Shared Services

• ERP users have identically named user master records with business role

(FIN_SSC_AIC_1) in the ERP system. This business function is available as of SAP enhancement package 5 for SAP ECC 6.0.

Occasional User (SSF_OCCUSER) in the CRM system. You also need to specify the business role in Customizing activity Define Prefill Business Role Settings for RFC. The users must be defined as business partners in the CRM system and must be assigned to the business partner role Employee

The ERP company codes and the ERP system (from which ERP users can create service requests) must be defined as business partners in the CRM system. For the Accounting Interaction Center, these business partners must be assigned to the business partner role

(BUP003).


The customers and vendors in the ERP system must be defined as business partners in the CRM system. We recommend the use of CRM Middleware for the replication of this data.

(FSSC01).


You can find a list of ERP transactions available for the service agent in Customizing activity Copy/Delete Launch Transactions

Business roles are defined in the Customizing section for

. The transactions in ERP Financials are denoted with prefix ERP_FIN_*.

Business Roles


.


See also

).

Release note


CRM_SHSVC: Work Centers for Outstanding Receivables (New) Use

As of SAP enhancement package 1 for CRM 7.0, business function Multifunctional Shared Service Interaction Center (CRM_SHSVC), there are four new work centers available for collecting outstanding receivables and clarifying dispute cases. Since these functions are part of the ERP applications SAP Collections Management and SAP Dispute Management, this business function is closely linked to the following business function in SAP ERP: FSCM, Enablement for Financial Shared Services

The

.

SAP Collections Management (FIN-FSCM-COL) component supports you in proactive receivables management. Using collection strategies, you can valuate and prioritize customers from the receivables management point of view. Customers who meet defined rules in a strategy are distributed to worklists. The collection specialists in your company can use these worklists as a basis for contacting customers in order of priority, and collecting the outstanding receivables. SAP Collections Management

•

is a component of SAP ERP, whose functions are available in the Interaction Center in the form of the following work centers:

•

My Worklist

•

All Worklists

The

Process Receivables

SAP Dispute Management (FIN-FSCM-DM) component contains functions for processing receivables-related dispute cases. It supplements the Purchase Order - Delivery - Invoice - Payment logistics process chain in the stage between invoice and payment if there are discrepancies with the customer. SAP Dispute Management


is a component of SAP ERP, whose functions are available in the Interaction Center in the form of the work center for Dispute Case Processing.

The new work centers are located in the Interaction Center


navigation bar.

As a prerequisite for these work centers, an agent needs the business role AIC Agent


(IC_AIC_AGENT).

To display dispute cases, the Accounting Interaction Center uses a Web interface that communicates with the ERP back-end system using Web services. To be able to use this interface, you have to make the appropriate settings in the ERP back-end system under Financial Supply Chain Management -> Dispute Management -> Dispute Case Processing -> Web Interface for Dispute Case Processing -> Configure Web Services

See also

.

For more information, see:

• The SAP Library for SAP CRM on the SAP Help Portal under http://help.sap.com/crm-core ->

• The SAP Library for SAP ERP on the SAP Help Portal under

SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Multifunctional Shared Service Interaction Center

http://help.sap.com/erp -> SAP ERP Enhancement Package -> ERP Central Component Enhancement Package 5 -> Business Functions (SAP Enhancement Package 5 for SAP ERP 6.0) -> Business Functions in SAP ERP -> Enterprise Business Functions -> Cross-Application Enterprise Business Functions -> Enterprise Shared Services -> FSCM,

Enablement for Financial Shared Services

• Release note for business function

• Release note for business function

Multifunctional Shared Service Interaction Center

FSCM, Enablement for Financial Shared Services (FIN_FSCM_SSC_AIC_1) in the system in which SAP Collections Management and SAP Dispute Management run

CRM_SHSVC: Authorization Handling in CRM Employee Interaction Center (New)

Use


In general, the EIC agent authorization is based on service request categories, and on organizational attributes. As a result, the agent can only read, modify, create, or delete a service request when both of the following conditions apply:

(CRM_SHSVC), the authorization handling in CRM is enhanced to include the Employee Interaction Center (EIC) agent authorization.

• The EIC agent's authorization profile includes the categories of the service request. Note that the authorized categories are set up within the authorization object.

• The EIC agent's authorization matches the following organizational attributes of the employee or EIC customer:

- Organizational unit

- Country code

- Company code

When an employee transfers to a new organizational unit and has pending service requests the following rule applies: The agent still responsible for the service requests can view and assign them to the agent responsible for the new organizational unit of the employee.

When a new agent receives the responsibility for a service request the systems additionally checks the authorization of the agent to process this service request.

Employee Authentication

EIC agents can now identify a calling employee by using the authentication information entered by the employee in the Employee Self-Service.

See also


CRM_SHSVC: Travel Interaction Center (New) Use


To enable users to create service requests from Travel Management applications in SAP ERP, you have to activate the business function

(CRM_SHSVC), you can operate a Travel Interaction Center (TIC).

Travel Management, Enablement for SSC

This business function integrates Travel Management functions into the shared services environment. You can launch Travel Management applications from the Travel Interaction Center and link Travel Management objects to service requests. Service requests that were triggered by Travel Management applications include a linked object that allows service agents to launch the respective application with the respective trip number, personnel number and user name, in the respective ERP system.

(FIN_SSC_TIC_1) in the ERP system. This business function is available as of SAP enhancement package 5 for SAP ECC 6.0.

To use the Travel Interaction Center, the business role Travel Shared Services Agent

The Travel Interaction Center contains all of the standard interaction center (IC) features. Service requests are displayed and processed in the service agent's inbox. In addition, it provides the following functions:

(IC_TIC_AGENT) must be assigned to service agents. Using this business role, travel approving managers can audit and approve expense reports. Travel administrators, for example, can list and edit expense reports in which the necessary details for the refund of value-added tax are missing.

• TIC-specific account identification Service agents can search for personnel numbers and other criteria (for example, trip number, start date, and end date) to identify an employee (for example, when calling the shared services center). After the employee has been identified and confirmed, a worklist of the expense reports with approval status Trip completed and settlement status To Be Settled

• Travel Worklist

is displayed. The service agents can use various criteria to search the worklist and they can also save their own search variants. Service agents can display, edit, and approve the expense reports.

The service agents can use various criteria to select expense reports, such as the expense reports with a certain status created in the last month, and they can also save their own search variants. In the worklist, the following functions are available for selected work items:

- Display and edit the expense report

- Display and edit the employee master data

- Approve or reject the expense report

- Send an e-mail to the employee who created the expense report

- Display the history of the expense report

- Link the expense report to the interaction record (only if an account is confirmed)

- Link the expense report to a service request To display or edit expense reports, the system executes the ERP transaction PR05 per default. But you can also use the Expense Report application in the Web Dynpro ABAP-based user interface.

• TIC-specific transactions in the navigation bar The following ERP transactions are available in the navigation bar:

- Display Credit Card Receipts (transaction PRCCD)

- Maintain Employee Master Data (transaction PRMD) After an employee account has been identified and confirmed, service agents can launch these transactions to display the credit card receipts of the employee or to display and edit the employee master data.


The user master records of the service agents must be defined as business partners in the CRM system. The business partners should be assigned to the business partner role Employee

To enable ERP users to create and search for service requests from Travel Management applications:

(BUP003). To start ERP transactions and to link ERP objects to service requests, the service agents need identically named user master records and authorizations (transaction PFCG) in the ERP systems.

• You have to activate the business function Travel Management, Enablement for Shared Services

• To enable ERP users to create and search for service requests from an ERP system, the ERP users need identically named user master records with business role

(FIN_SSC_TIC_1) in the ERP system. This business function is available as of SAP enhancement package 5 for SAP ECC 6.0.

Occasional User (SSF_OCCUSER) in the CRM system. You also need to specify the business role in Customizing activity Define Prefill Business Role Settings for RFC. The users must be defined as business partners in the CRM system. The business partners should be assigned to the business partner role Employee

The ERP company codes and the ERP system (from which ERP users can create service requests) must be defined as business partners in the CRM system. For the Travel Interaction Center, these business partners must be assigned to the business partner role

(BUP003).



(FSSC01).

Business roles are defined in the Customizing section for Business Roles

PFCG roles are defined in the

.

Maintain Roles transaction (PFCG


).


See also

).


CRM_SHSVC: Service Level Management (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Multifunctional Shared Service Interaction Center (CRM_SHSVC

To help facilitate service level management, two new datasources are delivered. You can use these datasources along with existing datasources and your chosen third party application to build Key Performance Indicators (KPIs) that measure the effectiveness of your service level agreements (SLA). For more information about the two new datasources, see SAP library for NetWeaver on the SAP Help Portal for at http://help.sap.com >

), you can use information supplied by SAP in conjunction with your chosen third party application to monitor shared services operations.

BI Content > Release Notes > Cross-Application Business Content > BI

SAP also delivers information about source data and calculation logic that may help guide you if you chose to build your own KPIs. For more information about this, see SAP library for Customer Relationship Management on the SAP Help Portal at http://help.sap.com >

Content for the Shared Service Center Framework

Interaction Center > Interaction Center Web Client > Shared Service Center > Service Level Management

Note:

SAP does not deliver any actual KPIs with this release. SAP only delivers information about possible KPI source data and calculation logic that you can use in conjunction with your chosen third party application to build your own KPIs.

Mobile

Business Function Sales and Service for Gateway to SAP NetWeaver Mobile CRM_SLS_SRV_MOBILE_1: Business Function Sales and Service for Gateway to SAP NetWeaver Mobile (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Sales and Service for Gateway to SAP NetWeaver Mobile


is available. With this business function, you can enable sales and service professionals to access the mobile field service and sales applications in order to effectively plan, manage, and address customer requests. The field force can access service orders, create service confirmations, manage availability and absence, manage accounts, contacts, leads, activities, opportunities, sales orders, and so on.

•

•

Service for Gateway to SAP NetWeaver Mobile

See also

Sales for Gateway to SAP NetWeaver Mobile

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Sales and Service for Gateway to SAP NetWeaver Mobile.

CRM_SLS_SRV_MOBILE_1: Service for Gateway to SAP NetWeaver Mobile Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service for Gateway to SAP NetWeaver Mobile

•

, the service functionality for Gateway to SAP NetWeaver Mobile allows your service personnel to manage their customer service requests efficiently through the mobile device, and synchronize this data seamlessly between the device and SAP CRM server. This functionality allows you to manage:

Accounts and contacts

•

: Service professionals can have access to open or in-process service orders and complaints, all installed bases, objects, service contracts, and service confirmations belonging to specific customer.

Installed bases

•

: Service technicians can review details of the components that need to be serviced in relation to the service assignments, audit and update the installed base information, and record counter readings to track the usage of the installed base components.

Service management

•

: Service personnel can view a list of service orders and their assignments and, after completion of assigned work, can create a service confirmation document with details such as travel time and service parts used.

Absence and availability

•

: Service assignments can be planned and scheduled for service professionals depending on their availability - taking into account break time, overtime, and working time - and unavailability due to absence, meetings, and so on.

Complaints


: Service professionals can search and view complaints and complete tasks associated to a complaint.

The following components are involved in the exchange of data:

• The mobile device

• SAP NetWeaver Mobile middleware with the Gateway to SAP NetWeaver Mobile add-on

• The SAP CRM server

The SAP NetWeaver Mobile middleware runs on the Web AS Basis system 710 and connects the mobile device with the SAP CRM server. The SAP NetWeaver Mobile middleware filters out data based on distribution rules and sends only this filtered data to the mobile device.

Data exchange is performed through adapters that transfer data both ways - from SAP CRM server to SAP NetWeaver Mobile middleware and vice versa. Any change in data on the SAP CRM server side calls the corresponding BDocs, SBDocs, or MBDocs which in turn triggers delta function modules and "pushes" data to the SAP NetWeaver Mobile middleware.

During initial download, the system administrator defines the download criteria to filter out the type of data that is to be downloaded from the SAP CRM server to the SAP NetWeaver Mobile middleware. Administrators use the SAP NetWeaver Mobile middleware publication and subscription mechanism to define the criteria to be used for distributing data from SAP NetWeaver Mobile middleware to the mobile device end users.


You can make the following Customizing settings for this function in Customizing for Customer Relationship Management -> Gateway to SAP NetWeaver Mobile

General Customization

Define Technical Settings

Execute Business Partner Initial Download Report

Define Upload and Download Parameters for Master Data

Define Upload and Download Parameters for Transactional Data

Define Date Filter

To enhance the standard functions available with the service functionality for Gateway to SAP NetWeaver Mobile, you have a set of Business Add-Ins accessible through

Enable/Disable Counters

See also

Customer Relationship Management -> Gateway to SAP NetWeaver Mobile -> Service -> Business Add-Ins

Release note for the main business function:


Sales and Service for Gateway to SAP NetWeaver Mobile

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Sales and Service for Gateway to SAP NetWeaver Mobile

CRM_SLS_SRV_MOBILE_1: Sales for Gateway to SAP NetWeaver Mobile Use

The sales functionality for Gateway to SAP NetWeaver Mobile allows your field sales team to work offline and to synchronize their data with the SAP CRM server. It allows sales teams to manage accounts, contacts, leads, activities, opportunities, sales orders, and service orders. As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service for Gateway to SAP NetWeaver Mobile, the following enhanced, new, and changed features are offered:

•

Enhanced Features:

Sales order management:

•

Sales professionals can now create and change sales orders on the mobile device.

Multiple transaction support: Sales professionals can now create leads, opportunities, and sales orders of multiple transaction types as opposed to only one transaction type earlier.

•

New Features:

- As part of initial download, surveys can be downloaded from the SAP CRM server to the SAP NetWeaver Mobile middleware based on the download and upload transaction types maintained for the activities in the Customizing activity

Survey management:

- You can create and update surveys for activities on the mobile device.

Define Upload and Download Parameters for Transactional Data.

• Account fact sheets:


You can view customer account fact sheet information from SAP CRM in connected mode. Fact sheet data is not available for offline use.

The following components are involved in the exchange of data:

• The mobile device

• SAP NetWeaver Mobile middleware with the Gateway to SAP NetWeaver Mobile add-on

• The SAP CRM server

The SAP NetWeaver Mobile middleware runs on the Web AS Basis system 710 and connects the mobile device with the SAP CRM server. The SAP NetWeaver Mobile middleware filters out data based on distribution rules and sends only this filtered data to the mobile device.

Data exchange is performed through adapters that transfer data both ways - from SAP CRM server to SAP NetWeaver Mobile middleware and vice versa. Any change in data on the SAP CRM server side calls the corresponding BDocs, SBDocs, or MBDocs which in turn triggers delta function modules and "pushes" data to the SAP NetWeaver Mobile middleware.

During initial download, the system administrator defines the download criteria to filter out the type of data that is to be downloaded from the SAP CRM server to the SAP NetWeaver Mobile middleware. Administrators use the SAP NetWeaver Mobile middleware publication and subscription mechanism to define the criteria to be used for distributing data from SAP NetWeaver Mobile middleware to the mobile device end users.


You can make the following Customizing settings for this function in Customizing for Customer Relationship Management -> Gateway to SAP NetWeaver Mobile

Define General Customization

Define Technical Settings

Execute Business Partner Initial Download Report

Define Date and Organization Filter for Initial Download

Define Upload and Download Parameters for Transactional Data

Execute Transactional Data Initial Download Report

Define Update Parameters for Sales Orders

Define Account Fact Sheet Configuration

To enhance the standard functions available with the sales functionality for Gateway to SAP NetWeaver Mobile, you have a set of Business Add-Ins (BAdI) accessible through

Download Surveys

Customer Relationship Management ->

See also

Gateway to SAP NetWeaver Mobile -> Sales -> Business Add-Ins

• Release note for the main business function :


Sales and Service for Gateway to SAP NetWeaver Mobile (New)


SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Sales and Service for Gateway to SAP NetWeaver Mobile

Analytics

Business Function SAP BusinessObjects Integration and CRM Interactive Reporting CRM_ANA_BOB: Business Function SAP BusinessObjects Integration and CRM Interactive Reporting (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function SAP BusinessObjects Integration and CRM Interactive Reporting

SAP BusinessObjects Dashboards

(CRM_ANA_BOB) is available. This business function integrates SAP BusinessObjects reporting and its visualization tools into CRM (Xcelsius, Crystal Reports, SAP BusinessObjects Enterprise Server reports). In addition, the business function provides enhanced CRM interactive reporting.

A series of new SAP BusinessObjects dashboards (Xcelsius) is provided for sales and marketing analytics, IT service management analytics, and real-time offer management analytics. For more information, see the following release note:

You can import different types of SAP BusinessObjects reports using the

CRM_ANA_BOB: SAP BusinessObjects Dashboards

Report Assignment wizard. For more information, see the following release note:

CRM Interactive Reporting

CRM_ANA_BOB: SAP BusinessObjects Reporting Tools Integration in CRM WebClient

You can use new CRM interactive reporting areas to analyze, for example, sales orders, service orders, or service requests. For more information, see the following release note:

BI Content and CRM Reports

CRM_ANA_BOB: CRM Interactive Reporting

The following wide-ranging queries are prepared for ad-hoc reporting based on SAP BusinessObjects Web Intelligence and SAP BusinessObjects Universe:

• Opportunity

• Sales Order

The following CRM reports based on BI Content are redesigned:

• Activities Success/Failure Analysis

• Activities by Category

The following CRM reports based on BI Content for SAP Real-Time Offer Management are available:

• Agent Performance

• Real-Time Offer Performance

• Predictor Change

• Customer Transactions

• Accepted Trend Analysis To use CRM reports based on BI Content for SAP Real-Time Offer Management, you have to activate the business function SAP Real-Time Offer Management (CRM_RTOM_1).

Existing service-related reports now reflect the categorization levels.

Interactive Reporting Enhancement Workbench

You can now use the interactive reporting enhancement workbench to add standard fields to interactive reporting applications.

SAP BusinessObjects Explorer (Accelerated Version) in CRM

You can now use the SAP BusinessObjects Explorer (Accelerated Version)


for CRM analytics, based on CRM-specific authorization. As a result, the explorer shows only the data for which the user is authorized.

If you want to use the SAP BusinessObjects Explorer (Accelerated Version) for CRM analytics, you have to make basic settings as described in SAP Solution Manager configuration content for SAP CRM, under Basic Settings for Analytics -> CRM Analytics with SAP BusinessObjects Explorer


.

You can make settings for CRM reports in Customizing for Customer Relationship Management, under CRM Analytics -> Display SAP NetWeaver BI Reports. All service-related reports are displayed using new Web templates. You can find the new Web templates in the above named Customizing activity (technical names beginning with OLTPI). If you want to keep the former templates in use, you have to assign the templates to the according business role in Customizing for Customer Relationship Management, under Interaction Center WebClient -> Define Business Role

For the import of SAP BusinessObjects reports from SAP BusinessObjects Enterprise Server into CRM, you have to make settings in Customizing for

.

Customer Relationship Management, under CRM Analytics -> Display SAP BusinessObjects Enterprise Server Reports in CRM

In Customizing for

.

Customer Relationship Management, under CRM Analytics -> Define Report Type Profile

See also

you can define whether a profile shall include SAP BusinessObjects reporting options. The default profile includes Xcelsius dashboards and Crystal reports.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> Business Functions (Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management ->

Release Note CRM_RTOM_1: Real-Time Offer-Management Analytics (New)

SAP BusinessObjects Integration and CRM Interactive Reporting

CRM_ANA_BOB: SAP BusinessObjects Dashboards (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function SAP BusinessObjects Integration and CRM Interactive Reporting

The following Xcelsius dashboards are available in SAP NetWeaver BW:

(CRM_ANA_BOB), SAP BusinessObjects dashboards (Xcelsius) are available, either as BI Content in SAP NetWeaver Business Warehouse or based on CRM interactive reporting.

• Sales Executive Dashboards

- Summary

- Sales Pipeline

- Pipeline Sourcing

- Sales Cycle

- Closing

- Customer Performance

- Competitor Analysis This dashboard is also available on a competitor's details page. The content of the dashboard is then filtered according to the competitor selected on the opportunity overview page.

- Sales Dashboard This dashboard is only available on the account overview page.

• Sales Manager Dashboards

- Team Performance

- Team Effectiveness - Sales Cycle

- Team Effectiveness - Marketing Contribution

- Team Effectiveness - Quotations and Orders

• Sales Representative Dashboards

- Summary

- My Top 10 Analysis

• Marketing Dashboards

- Marketing Executive

- Campaign Performance

- Historical Campaign Analysis

- Lead Analysis

- Lead Aging

- Campaign Progress

- RTOM IC Manager Dashboards

- RTOM Offer Dashboard

• IT Service Management Dashboards

- Service Requests

- Problem

- Request for Change

The following Xcelsius dashboards are available, based on CRM interactive reporting:

• Service Professional Dashboards

- Service Order Lead Time

- Service Order Closure This dashboard is only available on the home page of the business role Service Professional (SERVICEPRO).

• Sales Professional Dashboards

- Opportunity Pipeline This dashboard is only available on the home page of the business role Sales Professional (SALESPRO).

To use dashboards related to SAP Real-Time Offer Management (RTOM), you must activate business function Real-Time Offer Management Analytics (CRM_RTOM_1).


Xcelsius dashboards can be integrated and run in CRM based on the following alternative methods:

• Web templates You can use web templates to run a dashboard as well as to navigate from a dashboard to an overview page. Note that you have to activate the following web template: 0CRM_DASHBOARD_TEMPLATE.

• Adobe Flash Islands This is the CRM-specific method of running dashboards, and allows for more interactivity. For example, you can integrate dashboards in overview pages, or navigate from a dashboard to a report. From CRM, you can access a dashboard based on the data selected in an overview page. In addition, you can access CRM reports from a dashboard based on the data that is the subject of the dashboard.

Note

To display Xcelsius Dashboards you require Adobe Flash Player Version 9. You must also check the license terms for SAP BusinessObjects.

To create your own dashboards you require SAP BusinessObjects Xcelsius Enterprise 2008 (SP03). Make sure you read the license agreement for the software you want to use.

See SAP Note 1486885 in relation to this.

Xcelsius Dashboards have the following system prerequisites:

• SAP NetWeaver 7.0 including Enhancement Package 2 (SP03)

• SAP NetWeaver 7.0 BI Content Add-On 5

• Extension for SAP NetWeaver 7.0.2 BI Content Add-On 5


Note: For the import of SAP BusinessObjects (Xcelsius) dashboards, the settings formerly used in Customizing for SAP BusinessObjects Xcelsius dashboards are not available.

Make settings in Customizing for Customer Relationship Management, under CRM Analytics -> Display SAP NetWeaver BI Reports to use Xcelsius dashboards and Crystal reports.

Make settings in Customizing for Customer Relationship Management, under CRM Analytics -> Define Report Type Profile

to define whether a profile includes SAP BusinessObjects reporting options. The default profile includes Xcelsius dashboards and Crystal reports.

See also

Release Note CRM_ANA_BOB: SAP BusinessObjects Integration and CRM Interactive Reporting (New)

CRM_ANA_BOB: SAP BusinessObjects Reporting Tools in WebClient (New) Use


• Xcelsius dashboards

(CRM_ANA_BOB), the following SAP BusinessObjects report types can be used on the WebClient:

• Crystal Reports

• SAP BusinessObjects Enterprise server reports

Report Assignment

You can now use the report assignment wizard for searching BI Content in SAP NetWeaver Business Warehouse and importing it into CRM. It also lets you assign the imported content to business roles, or change existing assignments. In addition, the wizard enables sharing reports with employees or organizations.

You can use the report assignment wizard for the following types of BI Content:

• Xcelsius dashboards

• Crystal Reports

• SAP BusinessObjects Enterprise server reports 7.x

• SAP Enterprise Reporting 7.x

• Queries 7.x

• Query views 3.x and 7.x

• Templates 3.x and 7.x

• Info Provider 7.x

Interactive Reports

You can use the CRM interactive report wizard to create interactive reports. The wizard is now enhanced as follows:

• In step 2 and 5, the wizard provides two separate tables for key figures and characteristics.

• In step 3, you can define conditions for interactive reports. For example, you can define a condition to show only the top 10 opportunities. In addition, you can define details for characteristic assignment, and the same options are available for characteristic assignment as for BW reporting. However, you can also still choose to perform the report based on the characteristic assignment behavior.

• In step 3, you can define a filter for date fields with predefined time periods. For example, you can analyze the expected sales volume for the current quarter, based on opportunity closing date. The following time periods are available:

- Today

- Current week

- Current month

- Current quarter

- Current year

• In step 5, you can assign an interactive report to CRM work centers.

•


Per default the option using the Report Assignment wizard to change BI Content assignments is only enabled for the business role Analytics Professional (ANALYTICSPRO). If you want to provide the wizard to another business role, you have to adapt the navigation bar profile of that role in Customizing for Customer Relationship Management, under UI Framework -> Technical Role Definition -> Define Navigation Bar Profile. You have to create a report type profile and assign it to the business role in Customizing for Customer Relationship Management, under CRM Analytics -> Define Report Type Profile

See also

.


CRM_ANA_BOB: CRM Interactive Reporting (New) Use


• Sales

(CRM_ANA_BOB), new or enhanced BI Content for the following CRM interactive reporting areas is provided:

- Sales Quotations

- Sales Orders

- Sales Contracts

- Opportunities This now includes fields related to partner channel management.

- Activities This now includes fields related to partner channel management.

- Interaction Records Note that for interaction records created prior to SAP enhancement package 1 for SAP CRM 7.0, you must update the interaction records. For the update you can use the ABAP Editor

- Opportunities / Sales Orders

(transaction se38) to execute report CRM_UPDATE_CRMD_BRELVONAE_INTR.

• Service

- Service Orders

- Requests for Change

- Problems

- Service Requests

- Complaints

- Service Tickets

• Marketing

- Campaigns

- Leads

Note that the performance of marketing interactive reports is typically not as fast as the performance of other interactive reports. This applies in particular if the Not Empty

Queries for CRM Interactive Reporting

filter is activated.

The following queries are available for CRM interactive reporting:

• Sales Order Query (/CRMBW/SLO_C01_Q0001)

• Sales Quotation Query (/CRMBW/SLQ_C01_001)

• Sales Contract Query (/CRMBW/SLC_C01_001)

• Opportunity Sales Query (/CRMBW/CRM_C04I_Q004)

• Activities Query (/CRMBW/CSAL_C01_Q0001)

• Campaigns Query (/CRMBW/CRM_MC07_Q0001)

• Lead Query (/CRMBW/MKTG_C01_Q0001)

• Opportunity Query (max.) (/CRMBW/CRM_C04I_Q001)

• Service Request Query (/CRMBW/SVRQ_C01_Q0001)

• Service Order Query (/CRMBW/SVO_C01_Q0001)

• Request for Change Query (/CRMBW/SVO_C01_Q0002)

• Problem Query (/CRMBW/SVP_C01_001)

• Complaint Query (/CRMBW/CMPT_C01_Q0001)

• Interaction Records Query (/CRMBW/CSAL_C01_Q0002)

Queries for Xcelsius Dashboards

The following queries are available for Xcelsius dashboards based on CRM interactive reporting:

• Opportunity Pipeline (/CRMBW/CRM_C04I_Q003)

• Top 10 Service Orders by Lead Time (/CRMBW/SVO_C01_Q0003)

• Service Order Closure (/CRMBW/SVO_C01_Q0007)

• Service Order Categorization (/CRMBW/SVO_C01_Q0006)

• Service Order Lead Time Trend (/CRMBW/SVO_C01_Q0005)

• Service Order Lead Time by Category (/CRMBW/SVO_C01_Q0004)

Determination of Query Results with Focus on Ownership

Query results are determined by the ownership of a document on header and item level. If both header and item are query criteria, interactive reporting focuses on the item. This affects the query results if the items of a document are owned by different partners.

For example, Smith is assigned as sales representative to the header of document 4711, which contains two items. Smith is assigned as sales representative to one of the items, product HAWA. The second item, product BEWA, has another sales representative assigned. If Smith starts a query indicating only the header ID 4711, the query lists all items contained in document 4711, HAWA and BEWA. However, if he indicates 4711 plus product BEWA, Smith gets no results since he is not the owner of the item with product BEWA (not assigned to the item as sales representative or employee responsible). In contrast, if Smith indicates 4711 plus product HAWA, he gets 4711, HAWA.


You can make settings for the cache table management in Customizing for Customer Relationship Management, under CRM Analytics -> Interactive Reporting -> Cache Management

To map CRM interactive reporting areas to business roles use the settings under Customizing for

. The cache tables are used to improve the performance of interactive reporting.

Customer Relationship Management, in CRM Analytics ->

See also

Map Report Areas to Business Role


SAP CRM for Industries: Contract Accounts Receivable and Payable

Business Function Financial Customer Care for Contract AR/AP (FI-CAX) CRM_FICAX_1: Business Function Financial Customer Care for Contract Accounts Receivable and Payable (FI-CAX)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function FCC for Contract Accounts Receivable and Payable (FI-CAX)

• A new business role that supports the processes of Electronic Toll Collection (ETC)

is available. This business function provides:

• Enhancements for the processes in Financial Customer Care and Dispute Management in the Interaction Center WebClient

• Enhancements for the collection process in the Interaction Center WebClient

For more detailed information, see the release note Financial Customer Care and Dispute Management

See also

.

SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Financial Customer Care for Contract AR/AP (FI-CAX).

CRM_FICAX_1: Financial Customer Care and Dispute Management (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, the processes outlined below are available.

All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 enhancement package 5 as the minimum back end requirement.

Note

You must also have installed and activated at least one of the following business functions:

• CRM_FICAX_1

• CRM_INS_1

• CRM_PSCD_1

• CRM_TEL_1

• CRM_UT_ER_1

For further information on release dependency, see SAP Note 746475.

Dispute Management

Dispute Management is uniformly integrated into several FCC views. This includes payment list, payment search, dunning history, invoices, account balance - master data level, and group items.

• A related dispute is indicated by an icon.

• You can display disputes that reference the selected object, and (for some views) disputes of the confirmed account and business agreement.

• You can create disputes referencing the selected object.

In the case of a payment list, payment search result list, and dunning history, the icon appears when the object is assigned to the dispute in ERP, or is referenced in CRM. In all other cases the information is derived from ERP only, as the information is replicated.

Integration of CRM Adjustment Request

You can post the approval of an adjustment request item in CRM directly to a corresponding credit or receivables document in FI-CA.

The advantage of the new integration is that you do not have to configure Billing in CRM in order to generate documents in FI-CA when adjustment request items are approved. The new integration takes place directly using CRM Middleware.

The system generates a document in FI-CA for each adjustment request item that you approve in CRM.

Integration

The system derives the data for posting the document from the reason for the adjustment request. You define the adjustment request reasons in FI-CA.

You implement the reasons for creating adjustment request items in the CRM system using the BAdI CRM_FICA_ARI_REASON_DETERMINE. SAP provides these two default reasons:

• For credits (01)

• For receivables (02)

Contract Accounts Receivable and Payable (FI-CA) automatically calculates any tax due; tax is not transferred from the adjustment request item in CRM.

If an adjustment request item is approved for an invoice, then the system determines the FI-CA documents that belong to the invoice (in FI-CA event 1263).

Determining Source Documents for the Adjustment Request Item

If an adjustment request item is approved for a dispute case, then the system determines the disputed documents.

The source documents determined for the adjustment request item control the account assignment of the FI-CA document to be posted (account assignment method for adjustment request reason).

If an adjustment request item is approved, then the CRM system updates the relationship of the posted document to the adjustment request item.

Updating Relationships in Contract Accounts Receivable and Payable (Table DFKKOBJRL)

If an adjustment request item for a dispute is approved, then FI-CA updates the relationship of the posted document to the dispute case. If the system was able to determine source documents, then the system also updates the relationships of the generated document to the source documents of the adjustment request item.

Card Verification Value (CVV)

When releasing incoming and outgoing card payments, the CRM system can verify the card verification value (CVV) online.

Document Reversal

A simple open document can be reversed. Most posting parameters are derived automatically or based on a profile which is interpreted (FI-CA event 2827).

Payment Assignment

A payment (as displayed in the payment list or the result list of the payment search) can be assigned or reassigned to open items. This is implemented as a transaction launch to transaction FP05DIS of the FI-CA backend. The FI-CA data as displayed in FCC is updated afterwards.

Dunning History Simulation

The Dunning History provides a new function to simulate the next dunning notice for the master data currently processed by an agent. To simulate the next dunning notice chose the Simulate Dunning

Worklist Item Management

pushbutton below the list of dunning notices.

The work item processing provides links to the components Documents and Collection History

• FICACOR (Documents)

. If the maintenance view CRMV_WLI_ASSIGN is maintained for the used FI-CA profile, the links appear only if the following components have been assigned to the work item UI object type:

• FICACHI (Collection History)


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

• In Customer Relationship Management (CRM):

System Settings for the Integration of Adjustment Requests

Ensure that the item category is allowed for external invoicing. For the item categories you want to use, activate the integration in Customizing activity Define Item CategoriesThe business transaction category

. Sales has to be assigned to the item category.

External billing must be entered in the Billing Relevance field. In addition, the item category must be entered for the integration of the adjustment request.

Enter the item categories for which you want to use direct posting in Contract Accounts Receivable and Payable. Choose Industry-Specific Solutions -> <your industry solution> -> Adjustment Requests -> Specify Item Categories for Direct Postings to FI-CA

• In Contract Accounts Receivable and Payable (FI-CA) in your ERP system.

.

SAP CRM for Industries: Financial Services

Business Function Performance Improvements CRM_FS_PERF_1: Business Function Performance Improvements (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Performance Improvements

• Optimize system performance when processing quotations and contracts for a large number of documents and items

(CRM_FS_PERF_1) is available for SAP Leasing. With this business function, you can:

• Create and process multiple-asset contracts

• Bill third-party payments as well as execute pass-through payments

• Trigger calculation of the payment schedule for the service item as well as calculate broken periods for the service item


•

•

CRM_FS_PERF_1: Performance Improvements for Quotation and Contract

•

CRM_FS_PERF_1: Multiple-Asset Contract (New)

•

CRM_FS_PERF_1: Billing of Third-Party Payments (New)


CRM_FS_PERF_1: Harmonization of Financing and Service Item (New)

You activate the business function Performance Improvements (CRM_FS_PERF_1) in Customizing for SAP CRM under SAP Customizing Implementation Guide -> Activate Business Functions

See also

.

For more information, see SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Performance Improvements.

CRM_FS_PERF_1: Performance Improvements for Quotation and Contract Processing (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, new features that optimize system performance are available in the following areas. You can use these new features to suit your requirements. Payment schedule billing is the central element for the performance optimization of the contract management system.

When the system creates the billing due list in billing, it uses the payment schedule as the data source. Previously, all billing-relevant data came from the billing request items (BRIs) only. The leasing document now no longer contains BRIs for cash flows with a periodic character. Instead, billing-relevant fields have been added to the payment schedule.

Payment Schedule Billing

You activate payment schedule billing for each item category.

You can use contracts that use the old billing type (BRI based) and contracts that use the new billing type (payment schedule based) in parallel in the system. This is made possible by using different item categories. If you want to use both billing types in parallel, you must create user-specific item categories for payment schedule billing and activate these for payment schedule billing (see Effects on Existing Data).

You

Note:

cannot adapt existing item categories that are already being used in transactions to payment schedule billing. These items are still processed according to the old processing method (generation of BRIs in document).

New action profiles and actions are available. Furthermore, actions are no longer determined using the rule type

Action Determination

WF, Workflow Conditions but are now determined using the rule type COD, Conditions Using Business-Add-In (BAdI)"(see Effects on Customizing

Performance-optimized action determination is available once you have activated the business function

).

Performance Improvements (CRM_FS_PERF_1).

The settings in standard Customizing have been converted (see

Partner Determination


Performance-optimized partner determination is available once you have activated the business function

). Internal processes for the processing of business partners have also been optimized.

Performance Improvements (CRM_FS_PERF_1).

The initialization of dates has been optimized for the object type BUS2000114. The BAdI BADI_CRM_DATES_RTO has been implemented for this purpose. Internal processes for the processing of dates have also been optimized.

Dates

This new feature is available once you have activated the business function Performance Improvements (CRM_FS_PERF_1). You do not need to make any additional settings in Customizing.

Standard Customizing has been adjusted so that third-party programs are found only for leases and no longer for lease quotations (see

Determination of Third-Party Programs


The check on the alternative product category as a determination criterion used to determine third-party programs is now mapped in the access sequence in Customizing (see

).

Effects on Customizing).

The determination and assignment of third-party programs has been optimized and made more flexible. For example, a third-party program that has already been assigned is not simply deleted when determination is performed again but the user can decide whether they want to keep it after changing the determination criterion (such as contract start date). This prevents the unnecessary deletion and reassignment of a valid third-party program.

Internal processes have also been optimized to improve system performance.

Performance-optimized determination of third-party programs is available once you have activated the business function Performance Improvements


(CRM_FS_PERF_1).

Payment schedule billing is available for the object types BUS2000301 and BUS2000137. Standard Customizing provides new item category groups and item categories for creating financing and service products. Before you can use payment schedule billing, you must create new financing and service products in the master data that are based on the new item category groups.


If you are using payment schedule billing, you cannot change the document manually after contract inception (document status is

Field Check for Changes Made to Activated FS Contracts

Contract). This applies regardless of the settings you have made in Customizing for Customer Relationship Management under Financial Services -> Basic Functions -> Readiness for Input of Transaction Fields -> Specify Whether Fields Are Ready for Input Dependent on Status. If the document has the status Contract, you can change the payment schedule only. You can make additional changes only using actions or change processes.

After you have activated the business function, Business Add-Ins (BAdIs) replace the current BAdI definition as part of the performance-optimized management of FS business transaction components in Financial Services business transactions (see

Performance-Optimized Management of Data Storage


The current default implementations have been transferred in their entirety in SAP internal methods, which means that you do not need to reimplement these into the new BAdI.

).

The effort required to convert customer-specific implementations for the old BAdIs is minimal because the interface structure is compatible.


In Customizing for SAP CRM, the following activities and Business Add-Ins (BAdIs) are relevant for performance-optimized settings:

New activities and Business Add-Ins (BAdIs) are available in Customizing for payment schedule billing. Standard Customizing contains new item categories (with the designation PSB*) that have already been activated for payment schedule billing. Before you can use payment schedule billing, you must make the following settings for customer-specific item categories:


• You must activate payment schedule billing for each item category under: Customer Relationship Management -> Transactions -> Basic Settings -> Define Item Categories ->

• The following new additional features are available in CRM billing:

Customizing Item level.

-

-

Billing for FS Contract

Scheduled Billing Without Request Items You activate these for payment schedule billing in CRM billing under Customer Relationship Management -> Billing -> Configure Application.

• You must also configure item category determination in CRM billing under Customer Relationship Management -> Billing -> Item Category Determination -> Advanced Item Category Determination

-

:

-

Define Settings for Item Category Determination

• You make specific settings under

Assign Item Categories (Advanced)

- Set Status "Releasable Before Inception" for Item Categories

Customer Relationship Management -> Financial Services -> Leasing -> Payment Schedule Billing:

- Adjust Invoice Date

- Change Process: Define Item Cat. Determination for Follow-On Document

- BAdI: Updating Payment Schedule Item in Data Buffer

- BAdI: Filtering Out Payment Schedule Items

• If you are using payment schedule billing and want to execute pricing for the payment schedule (to calculate taxes, for example), you must activate the business function Performance and Large Contracts (CRM_PERFORMANCE) and activate performance-optimized pricing. For more information, see the release note CRM_PERFORMANCE: Performance-Optimizing Pricing (New).

The following new BAdIs are available:

Performance-Optimized Management of Data Storage

Customer Relationship Management -> Financial Services -> Basic Functions -> Performance-Optimized Management of Data Storage -> Business Add-Ins (BAdIs) for FS Extension Object Layer

• BAdI: Data Check (replaces BAdI definition CRM_GEN_EXT_BADI)

:

• BAdI: Data Merge (replaces BAdI definition CRM_GEN_EXT_BADI)

• BAdI: Data Merge from Product (replaces BAdI definition CRM_GEN_EXT_BADI)

• BAdI: Field Check for Data (replaces BAdI definition CRM_GEN_EXT_BADI)

• BAdI: Copying of Data (replaces BAdI definition CRM_GEN_EXT_CPY_BADI)

• New action profiles are available in standard Customizing under:

Action Determination

Customer Relationship Management -> Basic Functions -> Actions -> Actions in Transaction -> Change Actions and Conditions -> Define Action Profiles and Actions

• The rule category for the action conditions has been changed from

. When you activate the business function, the new standard action profiles are assigned to the standard transaction types and item categories. If you have defined your own transaction types or item categories, you can assign these to the new action profiles. Once you have configured the new action profile, the actions are determined using the new profile. Actions that have already been scheduled according to an old action profile are kept.

WF, Workflow Conditions to COD, Conditions Using Business-Add-In (BAdI) and the BAdIs EVAL_STARTCOND_PPF and EVAL_SCHEDCOND_PPF have been implemented accordingly. If you have defined your own action profiles, you can convert these in the action definition to the rule category COD, Conditions Using Business-Add-In (BAdI) and implement the BAdIs EVAL_STARTCOND_PPF and EVAL_SCHEDCOND_PPF according to your requirements. We recommend you use the standard implementations as a template: Customer Relationship Management -> Basic Functions -> Actions -> Actions in Transaction -> Change Actions and Conditions -> Define Conditions.

Note: You can continue to use the action conditions according to the rule category WF, Workflow Conditions. However, you do not get the advantages of optimized system performance.

We have converted the settings in the following Customizing activities in standard Customizing:

Partner Determination

Customer Relationship Management -> Basic Functions -> Partner Processing

•

:

•

Define Access Sequences

Define Partner Determination Procedure

Customer Relationship Management -> Transactions -> Basic Settings

• Define Item Categories

:

If you are using your own settings, you can adjust these activities accordingly. We recommend you use standard Customizing as a template.

To increase system performance, you can specify that for certain transaction types the system does not execute a partner check for the partners determined from the organizational data:

Customer Relationship Management -> Financial Services -> Leasing -> Checks -> Other Checks -> Switch Off Partner Check Based on Organizational Data.

• If you are using your own item categories, you can make the settings for optimizing the determination of third-party programs in the following activity. We recommend you use standard Customizing as a template:

Determination of Third-Party Programs

Financial Services -> Leasing -> Outline Agreement Determination -> Settings for Leasing Document

• If you have defined your own access sequences for determining third-party programs, you must enhance these accordingly. We recommend you use standard Customizing as a template:

.

Customer Relationship Management -> Basic Functions -> Pricing -> Define Settings for Pricing ->

See also

Create Access Sequences.


CRM_FS_PERF_1: Multiple-Asset Contract (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, you can use multiple-asset contracts in your leasing business. The new transaction types FSM1, Multiple-Asset Contract and FSO2, Object Container

A multiple-asset contract contains at least one financing package; you can create more than one financing package. The financing package consists of one reference and financing product, one or more service products (optional), financing options (optional), and the object list. The object list contains the object items.

are available for this purpose. You use multiple-asset contracts for leasing customers who want to lease a large number of the same type of object in one business transaction (such as forklifts or company cars of a particular make).

You can add the individual information for the object items manually or upload this information from an external file using a report. The system creates FS contracts for the object items. You can specify in Customizing the number of object items to be contained in an FS contract. The same conditions apply to all the object items contained in a financing package.


The document Multiple-Asset Contract is now available in the user role

WebClient UI:

Leasing Manager (LEASING) in the navigation bar under Leasing Documents


.

To optimize the processing of multiple-asset contracts, the object items are grouped in the background in processing packages. The packages are then processed in parallel on multiple servers. The system uses the Framework for Parallel Processing (FPP) to do this. You must make the necessary system settings in Customizing for SAP CRM:

Cross-Application Components -> General Application Functions -> Parallel Processing and Job Control -> Parallel Processing -> Maintain Job Distribution

You also define the size of a processing package in Customizing. The package size depends on various factors, such as the number of financing and service items, financing options, as well as pricing. Therefore, the package size must be configured according to the customer-specific system and hardware capacity, the product constellation, and the timeout settings.

.

Example:

Multiple-asset contracts are mass processed. You must make the necessary system settings for this.

If a multiple-asset contract contains 300 object items, the package size has been set to 50, and one object has been defined for each FS contract, the system creates 300 FS contracts. Each processing package contains 50 FS contracts and these are processed in parallel.


The following new Customizing activities are available:

Settings for Object and FS Contract Creation

SAP Customizing Implementation Guide -> Customer Relationship Management -> Financial Services -> Leasing -> Settings for Multiple-Asset Contracts:

•

•

Define Transaction Types for Object Container and FS Contract

•

Define Number of Objects for Each FS Contract

•

Define Package Size for Parallel Processing

Define Determination for Base Categories of Objects

Business Add-Ins (BAdIs)

•

•

BAdI: Define Additional Data Mapping for FS Contract Creation

Accumulation of Amounts

BAdI: Define Additional Data Mapping for Object Creation

•

•

Define Financing Views Relevant for Accumulation of Amounts

•

Define Settings for Accumulation of One-Time Fees and Taxes

Business Add-Ins (BAdIs)

Define Pricing Conditions for Accumulation of Amounts

•

BAdI: Define Additional Accumulation Processes

CRM_FS_PERF_1: Billing of Third-Party Payments (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, you can bill third-party payments. The following scenarios are supported:

• Billing of subsidy payments to third parties (such as dealers). These are debit payments (on the debit side).

• Billing of participation payments to third parties (such as dealers or sales agents). These are credit payments (on the credit side).

• Forwarding of amounts to third parties for which the lessee is billed periodically or once only, such as to the party who actually performed a service. These are credit payments (on the credit side).

Before you can bill third-party payments, you must activate the business function

Note:

Performance Improvements

For more information about payment schedule billing, see the following release note:

(CRM_FS_PERF_1) and also activate payment schedule billing for the item category used. Standard Customizing contains new item categories (with the designation PSB*) for which payment schedule billing has already been activated.


CRM_FS_PERF_1: Performance Improvements for Quotation and Contract

The following new fields are displayed in the payment schedule if the corresponding financing view (such as the subsidy view) has been marked as relevant for billing:

WebClient UI

• Billing relevance

• Billing status (initial, released, reversal requested)

• Billing block

• Bill creation date

• Payment method

• Bill-to party (if not sold-to party)

• Payer (if not sold-to party)

• Alternative business agreement

• Tax amount (provided pricing has been executed for the payment schedule, Customizing activity Define Financing Views

• Link to the price document (provided pricing has been executed for the payment schedule, Customizing activity

, Pricing Procedure field.

Define Financing Views


Pricing Procedure field.

When you transfer data, you can copy third-party payments so that these can be billed. In this case, you need to fix the corresponding financing views during data transfer.


Standard Customizing contains new item categories for payment schedule billing for which the following settings have already been configured.

Before you can bill third-party payments, you must make settings for customer-specific item categories in Customizing for SAP CRM in the following areas and activities:

• You define each of the item categories under Customer Relationship Management -> Transactions -> Basic Settings -> Define Item Categories

• You activate payment schedule billing for each item category under:

.

Customer Relationship Management -> Transactions -> Basic Settings -> Define Item Categories (CRM_POSTYPEN_001) -> Customizing Item level.

You must not activate payment schedule billing for existing item categories. Create new item categories for payment schedule billing.

Note:

• You make settings for financing views under Customer Relationship Management -> Financial Services -> Leasing -> Financial Mathematics Settings -> Financing Views

-

:

Define Financing Views

-

Here you define the financing views to be available in the system. You then enter the available views for each financing product or service product in the product master data. You enter a payment type (debit side/credit side) for views that are to be billed. You need to do this because there are views that are not billed (such as the effective interest rate view).

Identify Lessee View

You activate a financing view for billing third-party payments at runtime by associating a third-party business relationship, which is usually assigned automatically by the system. When a third-party business relationship is assigned, the system receives the necessary information about the financing view to be activated, the business partner, the business agreement, as well as the relevant condition values required to calculate the valuation approaches in the respective financing views.

Here you define which financing views (such as participation or subsidy) in addition to the lessee view are relevant for billing.

The following new additional features are available in CRM billing:

Settings in Billing for Deriving the Item Categories for the Billing Due List

• Billing for FS contract

• Derivation of billing request items

You activate these for payment schedule billing in CRM billing under Customer Relationship Management -> Billing -> Configure Application

You must also configure item category determination in CRM billing under

.

Customer Relationship Management -> Billing -> Item Category Determination -> Advanced Item Category Determination

•

:

•

Define Settings for Item Category Determination

A new Business Add-In (BAdI) is also available:

Assign Item Categories (Advanced)

Customer Relationship Management -> Billing -> System Enhancements -> Business Add-Ins -> BAdI: Derive Billing Request Items

See also

.


CRM_FS_PERF_1: Harmonization of Financing and Service Item (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, the structure of the service item has been enhanced to include the financial-mathematics elements of payment schedule, payment structure, and cash flow, and now reflects the structure of the financing item. You can now use an action to trigger the calculation of the payment schedule at service item level.

You can also calculate broken periods for the service product and therefore create uniform contract dates and durations.

Before you can use the enhanced service item, you must activate both the business function

Note:

Performance Improvements

For more information about payment schedule billing, see the following release note:

(CRM_FS_PERF_1) and payment schedule billing. Standard Customizing contains new item categories (with the designation PSB*) for which payment schedule billing has already been activated.

CRM_FS_PERF_1: Performance Improvements for Quotation and Contract Processing (New)


You must first create new financing and service products in the master data that are based on the new item category groups. You must then assign the following set types to the new service products:

Master Data:

• CRM_FS_FINVIEW (View-Dependent Calculation Base)

• CRM_FS_CALCPRO (FIMA Calculation Schema)

• CRM_FS_VARIANT (Payment Structure Variant)

• CRM_PROD_FS007 (Payment Structure)

The following assignment blocks are then displayed in the service item in the document:

WebClient UI:

• Payment schedule

• Payment structure

• Cash flow

See also

For more information, see SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core ->

SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Performance Improvements.

Business Function Reporting Extractors for Contingent Liabilities CRM_FS_REPT_1: Business Function Reporting Extractors for Contingent Liabilities (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Extractors for Contingent Liabilities

For more information, see the release note

(CRM_FS_REPT_1) is available for SAP Account Origination and SAP Leasing. With this business function, when you create the financial statement you can determine all the contingent liabilities that exist on a specific key date. Financial Services Analyses BI Content is available for this purpose in SAP NetWeaver in the InfoArea 0CRM_FS.

Extractors for Contingent Liabilities (New) in SAP Library for SAP NetWeaver on SAP Help Portal at http:/help.sap.com/ ->


SAP NetWeaver -> BI Content -> SAP NetWeaver 7.0 BI Content Add-On 5 -> Release Notes SAP NetWeaver 7.0 BI Content Add-On 5 -> Customer Relationship Management.

To implement the evaluation function, you must transfer the data for quotations with the statuses Approved and Automatically Approved

To do this, perform the following steps:

once at the start to the InfoCube 0CRMFSC01 in the BI system. After this data has been transferred, with each run the system extracts the delta status from SAP CRM to the InfoCube in the BI system.

• Activate the data source for master data in SAP CRM

• Replicate the data source in the BI system

• Activate the BI Content

After the data has been transferred, with each run the system extracts the delta status from SAP CRM to the InfoCube in the BI system.

See also

For more information, see SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Extractors for Contingent Liabilities

.

SAP CRM for Industries: High Tech

Business Function High Tech: Design Win Exchange CRM_CHM_DWE_1: Business Function High Tech: Design Win Exchange (New)

Use

As of enhancement package 1 for SAP CRM 7.0, business function Design Win Exchange

By making information exchange with your channel partners more efficient, you as brand owners encourage your channel partners to identify and exploit new opportunities - thus optimizing communication and business with channel partner organizations.

(CRM_CHM_DWE_1) is available. With this business function, you can automate business to business communication in the design registration process.

For example, you can now send channel partners a list of products that are eligible for design registration. Your channel partners are automatically informed when you make a change in the status of a design registration. Channel partners can submit design win claims to you, to claim rebates based on ship and debit agreements.


This function is designed to work with the existing business user roles, Channel Manager (HT-CHM-CM) and Partner Manager (HT-CHM-PM).

The following are the new applications available in the WebClient UI

• In the navigation pane, under

, with the Channel Manager role:

Administration -> Products for Publication

• In the navigation pane under

, to inform your distributors of the list of products eligible for design registration.

Sales Center -> Des. Reg. for Publication, to send information about design registrations to your channel partners.

The Design Registration

• The

Overview Page has been enhanced with the following new entries:

Registrable Items

-

assignment block has the following new fields, which are used in the design win exchange process.

Minimum Threshold Value and Quantity

-

to determine if a design registration request should be accepted.

Win Metric Value and Quantity

-

to determine if a design registration qualifies for a design win.

Accumulated POS Value and Quantity

• These fields are also available as part of the

to capture accumulated point of sale (POS) quantities and values based on resale POS data.

Design Registration Item Details assignment block. The win metrics and threshold value fields are additionally available in the products application. In the navigation pane, under Administration -> Products Overview Page -> Distribution Chain assignment block.

• The product master has been enhanced. We provide the following additional set types:

Master data changes as part of standard delivery are as follows:

- CRM_CSDR_WINMS - Win Metrics

- CRM_CSDR_THRSL - Opportunity Threshold

Customizing data changes as part of standard delivery are as follows:

• Additional transaction types for the following applications:

- Design registration: DROP

- Resale Tracking and Claims Management: DRPS and DRRT

• Additional status profile linked to DROP: DRDWOPPH

• Additional action profile linked to DROP: DESIGN REGISTRATION OPPT


To be able to send and receive information as part of the design win exchange process, the system uses IDocs. For this you have to make the following middleware settings:

43. Create a new logical system using transaction BD54. Define a logical system

44. Use transaction WE21 to create a new transactional remote function call (RFC). Define a port

45. Use transaction WE20 Maintain the channel partner profile

Enter the partner number and partner type. The partner number is your logical system.

a) Create entries for outbound parameters

5C1 Outbound:

Message type CRMXIF_PRODUCT_MATERIAL_SAVE

Basic Type CRMXIF_PRODUCT_MATERIAL_SAVE01

5C2 Outbound:

Message type CRMXIF_ORDER_SAVE_M

Basic Type CRMXIF_ORDER_SAVE_U05

5C3 Outbound:

Message type SLSRPT

Basic Type POSRPT03

5C4 Outbound:


Basic Type CRMXIF_ORDER_SAVE_U05

b) Create entries for inbound parameters

5C2 Inbound:


Process Code APLI

5C3 Inbound:

Message Type SLSRPT

Process Code CMS_SLSR

c) Select the receiver port and pack size: for 5C2, 5C4 outbound configuration

d) Select the process code for 5C2, 5C4 inbound configuration

e) Select the appropriate receiver port and pack size for 5c3 outbound configuration

f) Select the appropriate process code for 5c3 inbound configuration

46. In the SAP Easy Access Menu, choose Create site and subscriptions

a) Choose the object type as

Architecture and Technology -> Middleware -> Administration -> SMOEAC Administration console

SITE and click

b) Enter the site name and type

New

c) Select the object type as subscription, and create subscription Go to transaction MESG and assign your SITE to this subscription

d) Assign site and BDoc type to Interface type In Customizing for Customer Relationship Management, choose


CRM Middleware and Related Components -> Exchanging Data With External Components -> XIF Adapter Setup -> Outbound Direction -> Assign Site and BDoc Type to Interface Type

You make the required settings for this function in Customizing for Customer Relationship Management, by choosing

•

Industry-Specific Solutions -> High Tech -> Design Registration -> Settings for Design Win Exchange

Maintain Default Values for Design Win Exchange

•

To maintain values for the win metrics and opportunity thresholds.

Maintain ALE Settings to Publish Design Registrations To specify the logical system to which you want to send a list of published design registrations.

Business Function High Tech: POS Revenue Recognition CRM_CHM_POSREVREC_1: Business Function High Tech: POS Revenue Recognition (New)

Use

As of enhancement package 1 for SAP CRM 7.0, business function POS Revenue Recognition

•

(CRM_CHM_POSREVREC_1) is available. With this business function, you can integrate point of sale (POS) data and revenue-related price bucket data with SAP ERP. This has the following benefits:

During channel inventory update, when a particular price bucket is updated, the system now includes information that reflects deferred revenue and liabilities incurred from deferred cost of goods sold.

Recognize changes in deferred revenue and deferred cost of goods sold (COGS) in channel inventory

•

Since indirect channels of business recognize revenue with respect to channel partner sales only once a POS notification is received.

Recognize revenue-related POS data and information from channel inventory history records

• Channel inventory in SAP CRM can now be revalued as defined by the COGS valuation in SAP ERP. This is in addition to the existing revaluation. So when you carry out a price protection run, you can identify changes to pricing and changes to material master costs.

Adjust channel inventory for cost of goods sold (COGS)


The user interface has been enhanced by the following entries:

•

COGS fields in applications related to resale tracking:

Sales to Channel Partner: Price section of the Sales/ Billing to Channel Partner

•

assignment block.

Channel Inventory: Price Protection section of the Channel Inventory

•

Overview Page contains COGS currency and unit of measure fields.

- The

Price Protection Due List:

Price Protection Claim Details

- New

assignment block contains the old, new and delta COGS price, unit, and rate fields.

Revalue COGS in Channel Inventory checkbox in the search area, which considers only the COGS price.

• The channel inventory application now contains the old, new and delta COGS price, unit, and rate fields, and applies to all applicable resale tracking applications.

Enhanced History assignment block in channel inventory

• You now have to enter reason codes for actions that update channel inventory. The following are the applications and corresponding actions:

- Resale Tracking and Claims Management: Cancellation of a resale and claim record

- Channel Inventory: Manual price bucket update

- Channel Inventory Reconciliation: Synchronization or adjustment of channel inventory, cancellation of channel inventory reconciliation record.

- Price Protection: Cancellation of price protection record

- Inventory Report: Cancellation of an inventory report

- Bill Up: Cancellation of a bill up record

• Information from channel inventory history records forms the basis for creating SAP CRM billing due lists. These due lists are used to generate billing documents.

Creation of billing documents

• The following resale tracking applications and the associated transaction types are relevant for billing:

- Resale tracking and claims management (MSST, MDST, MSSC, MERT)

- Channel inventory reconciliation (IRAD, IRCO)

- Price protection (PPMS)

- Channel inventory (MPBM)


SAP ERP records billing document postings when there are transactional records in the SAP ERP financial journal entry postings. This way, SAP CRM transactions are accounted for, and there is a record of the fiscal period in which the transaction took place.


• To allow COGS prices to be recognized, implement SAP Note 653046. This maps SAP CRM and associated SAP ERP tables. Implementing this note creates a condition table, and condition record. Execute the report that is mentioned, to create a condition adapter object to transfer these condition records to the SAP CRM.

• You make the Customizing settings for this function in Customizing for Customer Relationship Management, by choosing

-

Industry-Specific Solutions -> High Tech -> Settings for Point of Sale Revenue Recognition:

Specify reason codes that can be used to change, update, or cancel history records in the various resale tracking applications.

Define Reason Codes for POS Revenue Recognition

- Map SAP CRM and SAP ERP so billing documents can be created and posted, by choosing High Tech

Map Values for Billing in POS Revenue Recognition

' Settings for Point of Sale Revenue Recognition ' Map Values for Billing in POS Revenue Recognition.

SAP CRM for Industries: Insurance

Business Function Financial Customer Care for Insurance Companies CRM_INS_1: Business Function Financial Customer Care for Insurance Companies

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function FCC for Insurance is available. This business function provides additional processes for Financial Customer Care.

For more detailed information, see the release note Financial Customer Care and Dispute Management.

CRM_INS_1: Financial Customer Care and Dispute Management (New) Use



Note


• CRM_FICAX_1

• CRM_INS_1

• CRM_PSCD_1

• CRM_TEL_1

• CRM_UT_ER_1


Dispute Management








The advantage of the new integration is that you do not have to configure billing in CRM in order to generate documents in FI-CA when adjustment request items are approved. The new integration takes place directly using CRM Middleware.


Integration



•













Document Reversal


Payment Assignment
















External billing must be entered in the Billing Relevance

Enter the item categories for which you want to use direct posting in Contract Accounts Receivable and Payable. Choose

field. In addition, the item category must be entered for the integration of the adjustment request.

Industry-Specific Solutions -> <your industry solution> -> Adjustment Requests -> Specify Item Categories for Direct Postings to FI-CA


.

SAP CRM for Industries: Media

Business Function Intellectual Property Management CRM_IPM_1: Business Function Intellectual Property Management

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Intellectual Property Management


(CRM_IPM_1) is available. With this business function, you can increase productivity through multiple improvements concerning usability and additional functions.

•

•

Non-Media Back-End System Supported

•

ERP Download - Material and IP Relationship (New)

•

Generic Tree Profile

•

Intellectual Properties Mass Changes

•

Mass Generation of Intellectual Properties

•

Enterprise Services - Intellectual Property

•

Acquisitions & Sales Contract Functions

•

Contract Mass Changes

•

IPM Usage Confirmation Maintenance

•

IPM Billing Due List Maintenance

•

IPM Billing Document Maintenance

•

Business Add-Ins for Copying Requirements

•

Holdbacks

See also

Rights Availability Analysis (RAA)

For more information, see the SAP Library under SAP Customer Relationship Management -> SAP CRM for Industries -> Media -> Intellectual Property Management.

CRM_IPM_1: Non-Media Back-End System Supported (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Intellectual Property Management, you can use an ERP system as the back end without activating the business function set Media. Alternatively, you can use enhancement package 5 for ERP 6.0 with active business function IPM, Industry-Independent Back End

This provides the integration between ERP and CRM for the following IPM-specific functions:

(ERP_IPM_BACKEND_1).

• Accounting integration with customer and vendor accounts

• Controlling integration to profitability analysis, internal orders, Work Breakdown Structure (WBS) elements and cost centers, including cost and revenue distribution

• Integration with the Accrual Engine for revenue recognition and accruals

• Contract revision

• Title master upload

• Download of Sales and Distribution (SD) product sales

• Download of payments to license sales contracts

The following functions are not available in a non-media system:

• Title hierarchy upload

• Enhanced partial payment functions at title level

• By Title reporting


• In CRM, activate business function Intellectual Property Management

• In ERP, activate business function

(CRM_IPM_1)

IPM, Industry-Independent Back End

See also


For more information, see the main release note for business function Intellectual Property Management and the release note in the ERP system: Integration of SD Product Sales With IPM (enhancement package 1 for CRM 7.0) and SAP Library under SAP Customer Relationship Management -> Components and Functions -> SAP CRM for Industries -> Media -> Intellectual Property Management.

CRM_IPM_1: ERP Download - Material and IP Relationship (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Intellectual Property Management

If an IP is assigned to an ERP material, the system downloads the relationship to the CRM system and creates the interlinkage IPSMAT between the corresponding product and the IP in CRM. The system displays the related ERP product material in the IP assignment block

, you can use the enhanced download of materials from the ERP system to download the relationship between an Intellectual Property (IP) and a sales material.

Related Sales Materials. It displays the related IP in the assignment block Related Intellectual Property in the ERP product material. These assignment blocks are only visible, when the base category supports the new interlinkage type IP-Related Sales Material (IPSMATD) in the IP and the interlinkage type Intellectual Property


(IPMSMATS) in the product.

To create this relationship for existing ERP materials, start an initial load for the object MATERIAL


. You perform this once to synchronize the data between ERP and CRM.

Activities in the CRM system:

47. Activate the business function Intellectual Property Management

48. Set up the delta load for object class MATERIAL. This means that when you create a new material it is replicated and saved from ERP to CRM.

(CRM_IPM_1).

49. You must define the mapping of an ERP material type to a CRM base category. If you create a CRM base category MAT_<MATERIALTYPE> in CRM, the ERP material type is mapped by default to your CRM base category. Alternatively, you can use the Business Add-In COM_CAT_R3_DOWNLOAD in Customizing for Product under Business Add-Ins -> BAdI: Change Category IDs When Downloading Product Categories from SAP ECC

50. Assign the new interlinkage type

.

IP-Related Sales Material

51. Assign the new interlinkage type

(IPSMATD) to the base categories for IPs which are allowed to use this interlinkage type.

Intellectual Property

Activities in the ERP system:

(IPMSMATS) to the base categories for products which are allowed to use this interlinkage type.

• Activate the business function IPM, Download to CRM of Material-Related IP Information

• You must assign a subscreen to your material master, on which you can maintain the assigned IP. In a media back end system this is subscreen 2060 in function group JPMM. In a non-media backend system this is subscreen 2014 in function group MGD1.


See also

For more information, see the main release note for business function Intellectual Property Management and SAP Library under SAP Customer Relationship Management -> Components and Functions -> SAP CRM for Industries -> Media -> Intellectual Property Management.

CRM_701_IPM_1: Generic Tree Profile Use

As of enhancement package 1 for SAP CRM 7.0, business function Intellectual Property Management

• Create a new or determine an existing profile in the Customizing activity

(IPM), you can change the way the generic tree is displayed for specific usages in IPM applications. You can make the following Customizing settings to change the layout and data presented by the generic tree.

• Assign the profile to any of the available usages for

Define Object Hierarchy and Object Attributes

SAP Intellectual Property Management

You can also define your own usages in addition to the default usages. For more information, see Customizing under

: license acquisition contract, license sales contract, rights availability analysis or intellectual property maintenance

Assign Generic Tree Profile

The rights tree has been further enhanced for holdbacks: IPM rights availability analysis and license sales and acquisition contracts can now use holdbacks within their rights tree.

.

In addition a new assignment block "Digital Assets" is available, which you can use to carry out the following tasks:

• Search for digital assets using specific metadata in a digital asset management (DAM) system and assign digital assets to the intellectual property (IP)

• View standard metadata including a thumbnail of the assigned digital assets

• Preview the digital asset (URL-based, such as a file download, access streaming proxy)

• Access the DAM Web client to edit the digital asset


The Generic Tree Profile feature is provided in a new Customizing activity. If no Customizing is made the display of the generic tree remains unchanged.


You can modify the Customizing settings of a generic tree profile as required by the specific needs of the application.


You make settings for profiles for a generic tree profile in Define Object Hierarchy and Object Attributes before assigning them. You can use the standard profiles delivered by SAP. You can copy profiles and change the layout, for example, by adding or removing columns. If you make changes to a profile that is currently assigned to a usage, this affects the display of the generic tree for this usage.

If you need to assign a profile to a usage by making Customizing settings, make sure that you choose a profile that matches the business object that is to be displayed in the tree. Otherwise, the application may not function correctly.

Note:

See also

For more information, see the main release note for business function Intellectual Property Management and SAP Library under SAP Customer Relationship Management -> Components and Functions -> SAP CRM for Industries -> Media -> Intellectual Property Management.

CRM_IPM_1: Intellectual Properties Mass Changes (New) Use


• Carry out changes across multiple intellectual properties (for example, the splitting of rights)

(CRM_IPM_1), you can:

• Carry out multiple changes on a single intellectual property (for example, changing rights validity)

Collectively, these new features are called Mass Changes and can be accessed from the Operations work center.

Mass change procedures To carry out mass changes on an intellectual property, you define a mass change procedure - a pre-defined hierarchical sequence of selection and operation steps.

The Different Steps of a Mass Change Procedure

•

You can carry out the following steps in a mass change procedure:

Select

•

Identifies specific intellectual properties (IPs) or nodes of an IP based on search criteria you provide, and selects them for subsequent mass change steps

Add

•

Adds nodes to one or more selected IPs

Change

•

Changes specified attributes of one or more selected IP nodes

Delete Deletes specified nodes from one or more selected IPs

Mass Change Templates You can define your own mass change procedure whenever required or you can execute a mass change based on a mass change template - a mass change procedure saved in your system, whose individual selection and operation steps have been set up with specific values for later use.

Online or Background Execution A mass change procedure can be executed online or scheduled for background execution

• In online mode, you execute the mass change procedure immediately after you define and apply the operations to the selected objects. This allows you to directly control the result of the mass changes. Online mode is designed for mass changes applied to a low volume of intellectual properties.

.

• In background execution mode, you can schedule when the mass change procedure will be executed (for example, during the night). Background mode is designed for mass changes applied to a larger number of intellectual properties.

Mass Change Log

- General data summarizing the mass change run - A list of error messages that describe the details of errors detected during the mass change run - A list of result messages that indicate which IPs were changed and which IPs were not

After each mass change run, a log will be generated, describing the details and outcome of the procedure. More specifically, the log will contain the following information:

Mass change logs are saved in the system, therefore you can search for and access logs of previously-processed mass change runs at a later time.


In addition to activating the mass change functionality, you must also have the required authorization to carry out mass changes (Authorization object: IPM Mass Changes (CRM_MASS)


). This ensures that only properly-trained/authorized users can apply mass changes to IPs.

Defining Mass Change Template Types When saving a mass change template, you must associate it to a specific template type

To maintain mass change template types, you must configure settings in the Customizing activity

, which limits the use of a template to users with specific authorizations. Such associations prevent unauthorized use - for example, you would not be able to apply mass change templates that are associated with template types to which you do not have access.

Define Mass Change Template Types

See also

.

Additional Information on IP Mass Changes For more information on IP mass changes, see SAP Library for SAP Intellectual Property Management on SAP Help Portal at http://help.sap.com

Node Type Combinations The following structure displays the different mass change steps that can be executed on the various elements of an IP:

IP - Select, Change Rights Owned - Rights Scope - Select, Change, Add, Delete Rights Owned - Rights Group - Select, Change, Add, Delete Release Dates - Rights Scope - Select, Change, Add, Delete Release Dates - Rights Group- Select, Change, Add, Delete Release Restrictions - Rights Scope - Select, Change, Add, Delete Release Restrictions - Rights Group - Select, Change, Add, Delete Distribution Chain - Add Tax - Add Category - Select, Add, Delete Content Categorization - Select, Change, Add, Delete Library - Select, Change, Add, Delete Part - Select, Change, Add, Delete Underlying Component - Select, Change, Add, Delete Package Part - Select, Change, Add, Delete Underlying Title - Select, Change, Add, Delete Involved Party - Select, Change, Add, Delete

CRM_IPM_1: Mass Generation of Intellectual Properties (New) Use


To do so, you select a

, (CRM_IPM_1), you can create multiple intellectual properties (IPs) by way of a single procedure.

template IP and create the required number of copies of IP proposals. You then make changes to individual IP proposals as required, and then save some or all of the IP proposals you wish to keep. IP proposals that are saved become IPs, while IP proposals that are deleted are discarded from the system.

The template IP is any intellectual property that exists in your system, whose attributes are used by the system to generate IP proposals.

About the template IP

During the mass generation process, the resulting copies of the template IP are called

About IP Proposals

IP proposals, as they are not yet saved in the system. You can make changes to the attributes of individual IP proposals as required, save the ones you wish to keep and delete the ones you wish to discard. An IP proposal becomes an IP only after it is saved.

When creating new IPs, you can specify if they will have a relationship with a superordinate IP that exists in your system, and the type of relationship that will be present (for example,

Assigning relationships with superordinate IPs

Part of, Underlying component of, Package part of, or Underlying title of).

If the template IP has an underlying relationship with subordinate IPs (for example, where the template IP is a parent IP), you can choose whether to copy the subordinate IPs and the corresponding relationships, when generating the new IPs.

Copying relationships with subordinate IPs

If the template IP has a rights inventory associated with it (for example, rights owned, release dates, release restrictions), you can choose whether to copy some or all of the inventory data when generating the new IPs.

Copying the rights inventory of a template IP


You must have the required authorization to carry out mass generation (Authorization object: Authorization Object for super-ordinate IP in IP Mass Generation


(CRM_IPMGEN))

When new IPs are generated, the values of their attributes are the same as those of the template IP (or in the case of the product ID, the values are determined by the system).

BAdI to Determine Attribute Values During IP Generation

If desired however, you can use the business add-in (BAdI) Determine Attribute Values During IP Generation

See also

to specify the values for single-value attributes of the generated IPs (except the base category).

For more information on mass generation of IPs, see SAP Library for SAP Intellectual Property Management on SAP Help Portal at http://help.sap.com.

CRM_IPM_1: Enterprise Services - Intellectual Property (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Intellectual Property Management (CRM_IPM_1), you can use the process component Product Data Maintenance with the new business object Intellectual Property

More specifically, you can use this business object and associated enterprise services to create, update, find, and read IP data from composite applications or external systems (such as a third-party digital asset management system).

to manage intellectual property (IP) data in systems that feature the Intellectual Property Management solution for SAP CRM.

The business object Intellectual Property

•

comprises the following new service interfaces and operations:

Manage Intellectual Property In

•

- Create Intellectual Property - Update Intellectual Property - Read Intellectual Property

Query Intellectual Property In


- Find Intellectual Property Basic Data by Elements

To be able to execute the enterprise services associated with the Intellectual Property


business object, you must ensure that you have the authorization to create and display IPs. This authorization is defined using authorization object COM_PRD (Product Master: General Authorization)

Find Intellectual Property Basic Data by Elements service operation To be able to use the Find Intellectual Property Basic Data by Elements

•

service operation, you must configure the settings of the following Customizing activities:

Map Languages for IP Names or IP Content to ISO Codes From Customizing for Customer Relationship Management, choose Industry-Specific Solutions, Media, Intellectual Property Management, Master Data, Product, Configuration of Enterprise Services.

Create Intellectual Property service operation To be able to map message data type element Intellectual Property. Publication. Intellectual Property Exploitation Type Code to the Made for Market database field (updated during execution of the Create Intellectual Property

•

service operation), you must configure the settings of the following Customizing activities:

Map Code Values to Rights Dimension Values From Customizing for Customer Relationship Management, choose

See also

Industry-Specific Solutions, Media, Intellectual Property Management, Rights and Royalties Dimensions, Configuration of Enterprise Services, Map Rights Market Segment Codes to Rights Dimension Values.

For more information, see the associated enterprise services documentation on SAP Enterprise Services Workplace.

CRM_IPM_1: Acquisition & Sales Contract Functions (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Intellectual Property Management (CRM_IPM_1), you can carry out the following functions when working with license acquisition contracts and license sales contracts.

An intellectual property (IP) that is assigned to a license acquisition or license sales contract can have a rights scope, a royalties scope, a rights and royalties scope, an advance group, or a holdback - collectively called

Copying Dependent Scopes From an Existing IP to a New IP in the Contract

dependent scopes

When adding a new IP to the contract, you can now copy the dependent scopes from an existing IP in the contract and automatically assign them to the new IP.

- assigned to it.

Note however, that any distribution lines that might exist for any scope are not copied.

A rights scope assigned to an IP contains information on the rights defining the use of the IP. A royalties scope assigned to an IP contains information on the royalties associated with the use of the IP as well as information on billing transactions.

Duplicating Rights and Royalties Information

If a rights, royalties or rights and royalties scope is assigned to an IP and you wish to assign an additional rights, royalties or rights and royalties scope that has similar attributes as the existing one, you can now use the Copy feature to duplicate the existing scope and then modify its attributes as required.

When viewing advance information in the contract tree, you can now view all royalties scopes that are recouped against the advance (in the new

Displaying Royalties Scopes that Have Been Recouped for Advance

Royalties Reference

In addition, when viewing royalties scope information in the contract tree, each advance item displayed will contain a link to the contract item to which it is associated.

section). Each royalties scope displayed will include a link to the contract item to which it is associated.

Direct Entry of Information in the IPs

You can now assign IPs to a license acquisition or license sales contract by choosing the new

Assignment Block When Specifying or Changing the Assignment of an IP in a License Acquisition or License Sales Contract

Insert button in the IPs assignment block. This creates a new entry in the assignment block and permits you to specify the IP by entering its ID directly in the IP ID

It is still possible however, to assign an IP by choosing the

field.

Assign IPs button (in this case, the Assign IPs dialog box is displayed and you can use the value help to find the IP to assign).

You can now assign a

Assigning a Cost Center to the License Sales Contract

cost center

Assigning a cost center allows subsequent revenue associated with the contract to be posted to the cost center.

to the license sales contract when you: - Specify the details of the advance group - Specify the royalties scope or distribution details in the rights and royalties scope

CRM_IPM_1: Contract Mass Changes (New) Use


• Carry out changes across multiple license acquisition or license sales contract (for example, the splitting of rights)

(CRM_IPM_1), you can:

• Carry out multiple changes on a single contract (for example, changing rights validity)

Collectively, these new features are called Mass Changes and can be accessed from the License Sales and License Acquisition work centers.

Mass Change Procedures To carry out mass changes on a contract, you define a mass change procedure - a pre-defined hierarchical sequence of selection and operation steps.

The Different Steps of a Mass Change Procedure

•

You can carry out the following steps in a mass change procedure:

Select

•

Identifies specific contracts or nodes of a contract based on search criteria you provide and selects them for subsequent mass change steps

Copy

•

Copies specified nodes of one or more selected contracts within the respective contract

Add

•

Adds nodes to one or more selected contracts

Change Changes specified attributes of one or more selected contract nodes

Delete Deletes specified nodes from one or more selected contracts

Mass Change Templates You can define your own mass change procedure whenever required or you can execute a mass change based on a mass change template - a mass change procedure saved in your system, whose individual selection and operation steps have been set up with specific values for later use.

Online or Background Execution A mass change procedure can be executed online or scheduled for background execution

• In online mode, you execute the mass change procedure immediately after you define and apply the operations to the selected objects. This allows you to directly control the result of the mass changes. Online mode is designed for mass changes applied to a low volume of contracts.

.

• In background execution mode, you can schedule when the mass change procedure will be executed (for example, during the night). Background mode is designed for mass changes applied to a larger number of contracts.

Mass Change Log

- General data summarizing the mass change run - A list of error messages that describe the details of errors detected during the mass change run - A list of result messages that indicate which contracts were changed and which contracts were not

After each mass change run, a log will be generated, describing the details and outcome of the procedure. More specifically, the log will contain the following information:

Mass change logs are saved in the system, therefore you can search for and access logs of previously-processed mass change runs at a later time.


In addition to activating the mass change functionality, you must also have the required authorization to carry out mass changes (Authorization object: IPM Mass Changes (


CRM_MASS)). This ensures that only properly-trained/authorized users can apply mass changes to contracts.

Defining Mass Change Template Types When saving a mass change template, you must associate it to a specific template type

To define mass change template types, you must configure settings in the Customizing activity

, which limits the use of a template to users with specific authorizations. Such associations prevent unauthorized use - for example, you would not be able to apply mass change templates that are associated with template types to which you do not have access.

Define Mass Change Template Types

See also

.

Additional Information on Contract Mass Changes For more information on contract mass changes, see SAP Library for SAP Intellectual Property Management on SAP Help Portal at http://help.sap.com

Node Type Combinations The following structure displays the different mass change steps that can be executed on the various elements of a license acquisition or license sales contract:

Contract Header - Select, Change Header - Dates - Select, Change Header Status - Change Header - Cancellation - Change Header - Party Involved

- Select, Change, Delete

IP - Select, Copy, Add, Change, Delete

Rights scope - Select, Copy, Add, Change, Delete Rights scope - Dates - Select, Change Rights scope - Status - Change Rights scope - Cancellation - Change Rights scope - Party Involved - Select, Change, Delete Rights scope - Rights Group - Select, Add, Change, Delete

Advance Group Advance Item - Select Advance - Dates - Change, Select Advance - Status - Change Advance - Cancellation - Change Advance - Party Involved - Change, Delete, Select Advance - Rights Group - Add, Change, Delete, Select Advance - Advance rate - Change, Select

Rights and Royalties Scope - Flat Fee - Select, Copy, Add, Change, Delete Rights and Roy Flt - Dates - Select, Change Rights and Roy Flt - Status - Change Rights and Roy Flt - Cancellation - Change Rights and Roy Flt - Party Involved - Select, Change, Delete Rights and Roy Flt - Rights Group - Select, Add, Change, Delete Rights and Roy Flt - Flat fee - Select, Change

Rights and Royalties Scope - Variable - Select, Copy, Add, Change, Delete

Rights and Roy Var. - Date - Select, Change Rights and Roy Var. - Status - Change Rights and Roy Var. - Cancellation - Change Rights and Roy Var. - Party Involved - Select, Change, Delete Rights and Roy Var. - Rights Group - Select, Add, Change, Delete Rights and Roy Var. - Royalty rate - Select, Add, Change, Delete

Royalties Scope - Flat fee - Select, Copy, Add, Delete Royalties Flat - Dates - Select, Change Royalties Flat - Status - Change Royalties Flat - Cancellation - Change Royalties Flat - Party Involved - Select, Change, Delete Royalties Flat - Rights Group - Select, Add, Change, Delete Royalties Flat - Flat fee - Select, Change

Royalties Scope - Variable - Select, Copy, Add, Delete Royalties Variable - Dates - Select, Change Royalties Variable - Status - Change Royalties Variable - Cancellation - Change Royalties Variable - Party involved - Select, Change, Delete Royalties Variable - Rights group - Select, Add, Change, Delete Royalties Variable - Royalty rate - Select, Add, Change, Delete

Holdback - Select, Copy, Delete Holdback - Dates - Select, Change Holdback - Status - Change Holdback - Cancellation - Change Holdback - Party involved - Select, Change, Delete Holdback - Rights group - Select, Add, Change, Delete

CRM_IPM_1: IPM Usage Confirmation Maintenance (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Intellectual Property Management (CRM_IPM_1), the following usage confirmation maintenance features take effect:

You must now maintain usage confirmation data by way of

CRM WebClient UI

CRM WebClient UI

This requirement is also applicable for usage confirmation functions that were previously available by way of the SAP GUI:

, the SAP CRM Web-based user interface. You can no longer use the SAP graphical user interface (SAP GUI).

- Maintenance and display of the usage data - Maintenance and display of the usage history data

You can now carry out the following usage confirmation maintenance tasks:

New Usage Confirmation Maintenance Features

- Search for license sales contracts using settlement data and other contract attributes as the search criteria - Maintain usage confirmation for multiple contracts - Display contract recoupment data - Display incomplete periods (that is, where usage confirmation data is missing) - Carry out simulated billing and process billing procedures immediately after saving the usage document - Create default data lines by various contract attributes, such as sales contract ID, intellectual property ID, confirmation period and rights dimensions


Access to usage confirmation maintenance functions can now be controlled by the CRM Access Control Engine (ACE). More specifically, the following objects are enabled for the access control engine:

Access Control Engine Authorization

- Usage confirmation object - License sales contract object - because the license sales contract is locked when usage confirmation data is maintained, the user needs to have ACE authorization to change the license sales contract in addition to ACE authorization for usage confirmation.

You need to have authorization for both objects - if you have authorization to read usage confirmation data but do not have the authorization to change the sales contract, you will only be able to read the usage confirmation data by way of the "Display History" functionality.

If you use the

Usage Confirmation Maintenance and Extensibility of the License Sales Contract

Extensibility for Intellectual Property Management

- Search for license sales contracts - the new fields can be included as search criteria - Display search results - the new fields can be represented as columns in the result list of the search page - Display worklist data - the new fields can be represented as columns in the worklist of the usage confirmation maintenance page

feature to add new fields to the license sales contract, these new fields can also be accessed during usage confirmation maintenance, specifically to carry out the following functions:


Access Control Engine Authorization

You configure the settings for ACE authorization by way of Customizing for Customer Relationship Management, under Basic Functions -> Access Control Engine

You will find test rules and test rights for the usage confirmation and license sales contract objects in Customizing, specifically under

.

Create Rules, for the test rules, and Create Rights

Do not implement test rules or test rights in your production system - instead use them as templates to create your own rules and rights. Test rules and test rights begin with the prefix SAP_TEST.

, for the test rights.

You can now configure the default start date for usage confirmation history by way of Customizing for Intellectual Property Management, under

Define Date Rules for Usage Data History

Transactions -> Settings for IPM Transactions -> Define Date Rules for Usage Data History.

You can now configure the standard settings for a number of usage confirmation system messages by way of Customizing for Customer Relationship Management, under

Define Attributes for Usage Confirmation System Messages

Transactions -> Basic Settings -> Define Attributes for System Messages

See also

(application area CRM_IPM_USAGE_DATA). Settings that you can configure include: degree of detail, importance of message and active display of message.

For more information on extensibility of the license sales contract, see

Extensibility

Extensibility for Intellectual Property Management

For more information on the application enhancement tool (used for extensibility functions), see

in SAP Library for Intellectual Property Management on SAP Help Portal at http://help.sap.com.

Application Enhancement Tool in SAP Library for Customer Relationship Management (Basic Functions -> UI Framework and Configuration) on SAP Help Portal at http://help.sap.com.

For more information on ACE authorization, see

ACE Authorization

CRM Access Control Engine in SAP Library for Customer Relationship Management (Basic Functions) on SAP Help Portal at http://help.sap.com.

CRM_IPM_1: IPM Billing Due List Maintenance (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Intellectual Property Management (CRM_IPM_1), you must maintain billing due lists by way of CRM Web Client UI



All billing due list functions previously available by way of the SAP GUI must now be executed by way of CRM WebClient UI. These include:

• Search and processing of billing due list items

• Release of billing due list items for billing

• Analysis and processing of incomplete billing due list items

• Split analysis of billing documents

• Background processing of billing due list items

CRM_IPM_1: IPM Billing Document Maintenance (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Intellectual Property Management (CRM_IPM_1), you must maintain billing documents by way of CRM WebClient UI



All billing document maintenance functions previously available by way of the SAP GUI must now be executed by way of CRM WebClient UI. These include:

• Search and display of billing documents

• Cancellation of billing documents

• Transfer of billing documents to Accounting

• Display of scale levels and tier assignments for transaction tiering

CRM_IPM_1: 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 BAdIs that offer improved performance and easier implementation:

/BEA/BDCPREQ BEA_IPMI_BD_CPREQ

Old BAdI Definition New BAdI Definition Enhancement Spot

or

/BEA/BDCPREQC BEA_IPMI_BD_CPREQC

BEA_IPMO_BD_CPREQ

BEA_CPREQ

or

BEA_IPMO_BD_CPREQC

BEA_CPREQC

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


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


.

The new BAdI definitions for Billing Engine application IPMI can be found in Customizing for Customer Relationship Management under

•

Industry-Specific Solutions -> Media -> Intellectual Property Management -> Billing and Settlement -> Incoming Royalties -> BAdIs ->

•

BAdI: Copying Requirements

The BAdI definitions for Billing Engine application IPMO can be found in Customizing for

BAdI: Copying Requirements for Cancellation


•

Industry-Specific Solutions -> Media -> Intellectual Property Management -> Billing and Settlement -> Outgoing Royalties -> BAdIs ->

•

BAdI: Copying Requirements

BAdI: Copying Requirements for Cancellation

CRM_IPM_1: Holdbacks Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Intellectual Property Management (CRM_IPM_1), holdback functions are now available for license acquisition and sales contracts and the rights availability analysis. A holdback is a contractual term which guarantees the licensee that no other sale will be made against the holdback's rights during the holdback period.

Contracts

• License acquisition and sales contracts You can now maintain holdbacks in both license sales and acquisition contracts. There is a new assignment block at IP level that you can use to create holdbacks as main items. There is also a new assignment block on the screen on which you can edit rights scopes that you can use to create holdbacks as sub-items for rights and royalties scopes or rights scopes only. Two new item categories are available for holdbacks in contracts:

- IEHB - IPM Holdbacks (for acquisition contracts)

- IVHB - IPM Holdbacks (for sales contracts)

• Collision check for license sales contracts - enhanced Any holdbacks that are activated are observed by the collision check.

• Web Service for holdbacks in contracts The existing Web service for contracts does not currently support holdbacks.

• External interface for holdbacks in contracts The existing external interface adapter (XIF) for contracts does not currently support holdbacks.

Rights availability analysis

• Request holdbacks You can now specify holdbacks in the Availability Criteria

• Requested license duration

step. You can request holdbacks for a period before, during and after the corresponding rights sale.

You can now specify a requested license duration in the Availability Criteria step in the assignment block Rights Criteria

•

. The requested license duration is the period for which the sale is requested and must not exceed the timeframe. Various advanced request options are available, since the requested license duration can have a minimum, a maximum or an exact value. The system calculates various proposed license periods on the basis of the requested rights criteria.

Availability Detail This screen has been modified and now also displays the holdback-related

screen - enhanced Detail Status

Values. These are Holdback Rights, Available Holdbacks, Sold Holdbacks, Holdbacks Not Owned and Summary All Missing Holdbacks

•

.

Criteria Fully Met This screen has been enhanced to display the available and proposed duration, and the holdbacks that are calculated.

screen - enhanced

• Criteria Partially Met This screen has been enhanced to display the partially available and proposed duration, and the holdbacks that are calculated.

screen - enhanced

• Create license sales contracts with holdbacks You can select multiple IPs from the screens Criteria Fully Met and Criteria Partially Met and directly create sales contracts from here. When the system has calculated a proposed license period, it automatically proposes this as the default license period for

the contract. It also includes any holdbacks you select in the sales contract.


You must activate holdbacks before using them. You do this in Customizing by choosing

If you select the

Customer Relationship Management --> Industry-Specific Solutions --> Media --> Intellectual Property Management --> Transactions --> Settings for IPM Transactions --> Activate Holdbacks

Holdbacks Active

checkbox, this activates holdbacks for both contracts and the RAA.

CRM_IPM_1: Rights Availability Analysis (RAA) (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Intellectual Property Management (CRM_IPM_1), you can use the following new features for the rights availability analysis (RAA):

• Create contract by selecting item group type You can create sales and acquisition contracts from the RAA by selecting the item group type. Previously, you could only specify the type of contract to be created. If you activate this business function, once you have selected the contract type, a new dialog box now appears on which you can select the item group type. The system creates the contract on the basis of this information.

• Print RAA request You can print an RAA request by using SAP Interactive Forms by Adobe to print a PDF document. SAP provides a form interface SFPI_CRM_IPM_RAA_REQUEST that you can use to create these print forms. SAP delivers the sample form IPM-RAA: Sample RAA Request Form for GREQ (General Request).

You can also schedule printing of a request as a background job. You specify the name of the form, printer and number of copies to be printed. The system prints the request according to the time specified in the background job.

You can use this without modification or you can customize it to meet your requirements.

• Sort rights assignment blocks in the rights availability details The system now displays the rights scopes sorted according to the validity start in all assignment blocks on the Availability Details

• Save IP search data

screen.

When you save a request, the system now includes the data entered in the IP Selection step for a request. The system saves the most recent search criteria entered on the IP Selection

• Search and execute in background

screen and you can access this information again when you open a saved request.

The Search and Select function has been combined with the background execution function in the new Search and Execute in Background function. If you are using the new function, you no longer need to select Intellectual Properties (IPs) in advance in dialog processing. The system selects IPs in the background on the basis of the selection criteria you specified in the IP Selection

• Copy an existing RAA request

step.

You can copy an existing RAA request from the Request Maintenance view and the Rights Availability Request: Search Result List view using the Copy button. The system displays the request you have copied on the General Data

• Display sales contract data on

screen.

Availability DetailsOn the

screen Availability Details screen, assignment block Sold Rights

• Usability improvements

, the system displays all sales contracts that are relevant to the available rights calculation. Previously, the system only showed the rights scopes from sales contracts that covered the same time period or rights as the requested rights. It now displays all scope items from all license sales contracts that consume rights from the rights owned (granting reference) or that feed the available (or missing) rights.

When you save a request, if you have not already entered a request description, the system displays the General Data

The title of the

step and prompts you to enter a description. You can only save the request once you have done so.

Availability Details window changes to the description of the IP on which the focus is placed. The aggregated availability status and the product description are displayed in separate columns on all result screens for the RAA request where list display

is available.

• Selecting IPs on the basis of rights You can now choose whether to observe the criteria defined in the Availability Criteria step when searching for IPs in the IP Selection step. If you want to observe these criteria using the automatic mode, use the Use Rights from Availability Criteria button. If you want to use the manual mode, use the Enter Rights Separately

• Ability to identify IPs using attachment folder link

button. You can define a default mode for each availability scenario.

The Intellectual Property Rights Availability Inquiry business object has been modified so that you can identify an IP using the AttachmentFolderLinkName attribute. IPs can be linked with Digital Assets (stored in a digital asset management (DAM) system). The ID for the digital asset can be used to identify the IP. The digital asset ID is represented by the AttachmentFolderLinkName.

Due to changes in the user interface (UI) framework, the RAA availability criteria UI was redesigned.

Important - Redesign of RAA Availability Criteria User Interface

Customers with CRM 7.0 or CRM 2007, who personalized the UI for step 2 (Availability Criteria) and step 4 (Availability) of the RAA wizard might experience a dump when they upgrade (dump message: "There is no controller 'RIGHTSGENERALVS' in BSP application 'IPM_RAAAVCR/avCriteriaOV'").

If this occurs, the system administrator must delete all the UI personalization and the additional customer configurations made for the views in UI components IPM_RAAAVCR, IPM_RAAVCR_LTHP, IPM_RAAAVAIL, and IPM_RAAVAILLTHP. The UI personalization can be deleted by executing the report BSP_DLC_DELETE_PERSONALIZATION (using transaction SE38).

If the customers have enhanced the UI elements from the UI components mentioned above, they must redo their enhancement.


To use the RAA, a user needs authorization for object CRM_IPMRAA. The object contains the Scenario field in which you specify the RAA scenario for which the user has authorization and the Activity field in which you specify the actions that a user can perform for a request. If you copy a request, the system checks your authorization for the Create


activity.

To add new scenarios and define the default rights mode for these scenarios, choose Customizing for Intellectual Property Management under Rights Availability Analysis -> CRM WebClient UI -> Define Rights Availability Scenarios

You can also specify admissible print forms for each of these scenarios using this activity. SAP delivers the default sample print form

.

The names of some of the RAA tree profile usages have been changed and some new usages have been added. The usages for RAA are as follows:

IPM-RAA: Sample RAA Request Form for GREQ

• RTRESTRICTED - Restricted rights

• RTRESTRICTED_ANSWITEMS - Restricted rights with answer items

• RTGRP_EDIT - Profile for the rights group that can be edited

• RTGRP_DISPLAY - Profile for the rights group that is read-only

• RTDIM_EDIT - Profile for rights dimensions that can be edited

• RTDIM_DISPLAY - Profile for rights dimensions that is read-only

• RGHTDIM_EDIT - Rights dimensions that can be edited in the rights criteria

• RGHTDIM_DISPLAY - Profile for rights dimensions that is read-only profile in the rights criteria

• RTUNRELEASED - Unreleased rights

• RTUNRELEASED_ANSWITEMS - Unreleased rights with answer items

• RIGHTS_HOLDBACK - Rights with holdback

• RIGHTS_RO_HOLDBACK - Profile usage for holdback - read only

• RGHTGRP_HOLDBACK - Rights with holdback in the rights group view

• RGHTGRP_RO_HOLDBACK - Profile usage for holdback - read only

• HB_EDIT_GROUP - Holdback edit group profile for RAA

• AVAIL_NOTOWNED_MISSING - Available, not owned and missing rights

• ANSWERITEM - Another answer item

• ACQUIRED_SOLD_RIGHTS - Acquired and sold rights

• ACQUIRED_SOLD_HB_RIGHTS - Acquired and sold rights for holdback

For more information about the function of usages in the tree profile see Customizing for Intellectual Property Management under Rights and Royalties Dimensions ->

Assign Generic Tree Profile to Rights Maintenance Usage

SAP CRM for Industries: Public Sector

Business Function Social Services - Benefit Calculation CRM_IPS_4S_1: Business Function Social Services - Benefit Calculation (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Social Services - Benefit Calculation

You can do the following with this business function:

(CRM_IPS_4S_1) is available. With this business function, you can increase your control over the decision-making process of a social service plan in social services.

• Determine entitlements for your benefit program The system automatically determines the list of entitlements (benefits and according periods) for a beneficiary, based on business rules. You can also manually trigger the determination of entitlements.

• Calculate entitlement amounts The system automatically calculates the entitlement amounts for your benefits, based on business rules. You can also manually trigger the calculation of entitlement amounts, or you can manually enter entitlement amounts for your entitlements.

• Assess and adjust the benefit decision You can update a benefit decision or manually create new entitlement items before you approve the benefit decision.

• Detect an overpayment or underpayment for your entitlement items The system automatically determines whether there are previous payments that apply to your current entitlement items, and the amounts that must be paid.

• Display your benefit calculations before you approve them You can preview your planned payments or see details of your finalized planned payments, depending on when you execute net display during the decision-making process.

• Create a follow-up version of a social service plan You can create a follow-up version of your plan using delta logic, when changes are necessary to, for example, the decision period.

• Retrieve items from previous social service plans The system automatically retrieves and creates entitlement items that are relevant from previous social service plans.

• Define business rules with the Business Rules Framework plus (BRFplus) The rule maintenance based on BRFplus replaces the former Business Rule Framework (BRF).


CRM_IPS_4S_1: Deductions for Social Services (New)


CRM_IPS_4S_1: Usage of Rules Engines in Social Services (Changed)

There is a new change process for creating follow-up social service plans (G006) in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector -> Social Services -> Basic Settings -> Change Processes -> Make Settings for Change Processes

There is a new transaction in Customizing (SSP1) for additional SSP types. You can customize

.

the following new fields for transactions in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Define Transaction Types

• Item Prop. Profile

:

• Payment Family

• Due Date Rule for Regular Payment

• Due Date Rule for Underpayment

• Entitlement Frequency

You can also automate the following processes by selecting the corresponding checkboxes:

• Automatic Activation Process

• Automatic Decision Assessment

The WebClient UI has been enhanced with the following new assignment blocks:

• Gross Payment Items In this assignment block, you can find the details of your regular payments, overpayments, or underpayments. You can choose the corresponding links to navigate to the respective payment overview pages.

• Gross Entitlement Amounts In this assignment block, you can find the amounts for your entitlement items after you or the system have performed entitlement calculation.

The following assignment blocks have been enhanced:

• Entitlement Items The Items assignment block has been renamed to Entitlement Items

• Change Options

. In this assignment block, you can find the details of your entitlement items, such as the dates they are valid and how they were created, including their statuses, such as entitlement status or assessment status. You can also find the beneficiary and the payment recipient.

You can now create a follow-up social service plan from this assignment block.

The following buttons have been added:

• Entitlement Determination

• Entitlement Calculation

• Decision Assessment

• Net Display


To use this business function, you must activate the SAP ERP business function Social Services - Benefit Calculation and Payment


(ERP_IPS_4S_1).

You make the settings for this function for Social Services in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector

•

:

•

Maintain Due Date Rule and Frequency

•

Maintain Due Date Rule Type

•

Maintain Frequency Type

•

Maintain Payment Family

•

Define Item Proposal Profile

BAdI: Define Item Proposal Strategy

•

See also

BAdI: Override Item Proposal Mapping

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP CRM for Industries -> Public Sector -> Social Services


.

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Social Services - Benefit Calculation

SAP Library for SAP ERP on SAP Help Portal at

.

http://help.sap.com/erp -> SAP ERP Enhancement Packages -> ERP Central Component Enhancement Package 5 -> Business Functions -> Business Functions in SAP ERP -> Industry Business Function Sets -> Public Services -> Social Services - Benefit Calculation and Payment.

CRM_IPS_4S_1: Deductions for Social Services (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Social Services - Benefit Calculation

You can do the following with this business function feature:

(CRM_IPS_4S_1), you can monitor deductions from the benefits of a social service plan at the request of, for example, a beneficiary or the municipality. You may want to deduct from social service plan benefits if there has occurred an overpayment, or you may want to deduct expenses, such as rent payments.

• Create a social deduction plan manually or search for a social deduction plan You can create a social deduction plan of a specific deduction plan type, for example, housing deduction, or you can search for a plan that has already been created.

• Create deduction plan items You can manually create deduction plan items for your social deduction plans. For your deduction plan items, you can search and select planned payments for deduction, and determine the party to which the deducted amount should go to.

• Assign your social deduction plans to cases You can assign your social deduction plans to deduction cases, where the main partner of the deduction plan is the case owner.

• Execute change processes to your social deduction plans and deduction plan items You can stop and resume social deduction plans, and consequently stop and resume all deduction plan items belonging to the plan. You can create follow-up social deduction plans, and consequently copy all deduction plan items belonging to the previous plan to the new plan. You can also cancel individual deduction plan items.

• Display your deduction amounts before you approve them You can view your simulated deduction amounts in the context of net payment before you approve them, and adjust the deduction plan item priority if necessary.

• Approve or reject a social deduction plan You can assess a social deduction plan decision and approve it, reject it, or send it for approval to an authorized third party.


There are new change processes for social deduction plans (G101, G102, G103) in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector -> Social Services -> Basic Settings -> Change Processes -> Make Settings for Change Processes

There is a new transaction in Customizing for deduction plan types (SDP). This transaction has the following fields available in Customizing for

.

Customer Relationship Management under Transactions -> Basic Settings -> Define Transaction Types

• Approval Strategy

:

• Case Asgmt Profile

You can also automate the activation process by selecting the Automatic Activation Process

The WebClient UI area menu for social services has been enhanced to include

checkbox.

Social Deduction Plans


.

You make the settings for this function for Social Services in the following existing Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector:

•

•

Define Settings for Case Assignment

•

Define Case Assignment Profile

•

BAdI: Determine Model Node IDs for Cases

•

BAdI: Enhancement of Case Type Determination Strategy

•

BAdI: Enhancement of Case Type Attributes

•

BAdI: Enhancement of Case Determination Algorithm

•

Create Approval Strategy

•

Define Approval Strategy

•

Make Settings for Change Processes

•

Create Parameter ID for CPE Processing

•

Create Effective Date Determination IDs

•

Determine Target Transaction Type in Change Processes

•

BAdI: Define Change Processes for Header

•

BAdI: Define Change Processes for Items

•

BAdI: Define Change Process Determination

•

BAdI: Check Change Relevance of Items

•

BAdI: Define Effective Date Determination

•

BAdI: Check CPE Parameters in Change Process

You make the settings for this function for

BAdI: Check Header Change Processes for Relevance

Social Services in the following new Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector

•

:

•

Maintain Due Date Rule and Frequency

•

Maintain Due Date Rule Type

•

Maintain Frequency Type

•

Maintain Payment Family

See also

Define Social Deduction Plans

Release note CRM_IPS_4S_1: Social Services - Benefit Calculation (New)


.

http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> SAP CRM for Industries -> Public Sector -> Social Services

.

CRM_IPS_4S_1: Usage of Rules Engines in Social Services (Changed) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Social Services - Benefit Calculation

• Form Validation

(CRM_IPS_4S_1) you can use the Business Rules Framework plus (BRFplus). You can use BRFplus to define your business rules in the following process steps:

• Case Type Determination (Case Assignment)

• Case Determination (Case Assignment)

• Item Proposal Strategy (Entitlement Determination)

• Social Service Plan Assignment

As with previous releases, you can also use a BAdI instead of BRFplus to define your business rules. However, as of this release the use of the Business Rules Framework (BRF) is no longer possible.

With BRFplus the process logic of the Social Services Framework has not changed and there are only minor changes to Customizing. The biggest change lies in the rules maintenance. This is now possible through the BRFplus Workbench, which offers better usability and more built-in functions.

Another great advantage of BRFplus is its much faster rules processing, which is achieved through code generation.

Additionally, we offer the possibility to write and store traces of the rules that have been executed (except for Form Validation).


Existing BRF rules can still be executed.


There is no tool support to migrate BRF rules to BRFplus.


A new strategy type BRFplus has been added. When using BRFplus, it is necessary to specify the BRFplus application and function which is to be executed for a certain process step.

Make these settings for BRFplus in Customizing for Customer Relationship Management

•

under the following:

•

Industry-Specific Solutions -> Public Sector -> Business Rule Framework plus

Industry-Specific Solutions -> Public Sector -> Social Services

-

->

Basic Settings -> Case Assignment ->

-

Define Settings for Case Assignment

Basic Settings -> Item Proposal ->

-

Define Item Proposal Profile

Social Application -> Web Requests ->

-

Assign BRFplus for Web Request Validation

Social Application -> Successor Processing -> Social Service Plan Assignment Profile ->

Define SSP Assignment Profile

Business Function Investigative Case Management CRM_IPS_ICM_1: Business Function Investigative Case Management (New)

Use

As of SAP enhancement package 1 for SAP CRM7.0, the business function Investigative Case Management


(CRM_IPS_ICM_1) is available. With this business function, you can increase the efficiency of the investigative case management (ICM) processes.

•

•

CRM_IPS_ICM_1: E-Mail Integration (New)

•

CRM_IPS_ICM_1: Activity Integration in Calendar (New)

•

CRM_IPS_ICM_1: Relationships (Enhanced)

•

CRM_IPS_ICM_1: Merging Person Records (Enhanced)

•

CRM_IPS_ICM_1: Advanced Search Parameters for Persons (Enhanced)

•

CRM_IPS_ICM_1: Person Attributes (Enhanced)

•

CRM_IPS_ICM_1: Enterprise Search (New)

See also

CRM_IPS_ICM_1: Collaborative Functions for Investigation Record (Enhanced)

For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core-> SAP CRM 7.0 Enhancement Package 1-> Application Help-> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0)-> Business Functions for SAP Customer Relationship Management-> Investigative Case Management.

CRM_IPS_ICM_1: E-Mail Integration (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Investigative Case Management

The integration of e-mail enables you to do the following:

(CRM_IPS_ICM_1), you can include e-mail in the investigative case management (ICM) workflow.

• Send and receive e-mails

• Create and maintain relationships to e-mails When you send an e-mail, a relationship is automatically created between the e-mail and the entity (case, lead, or activity) you send it from. You can also maintain relationships manually.

• Search for e-mails

• Integrate


groupware products

WebClient UI

The navigation bar has been enhanced with an E-Mail

The

search option.

Case, Lead, and Activity

• An

overview pages have been enhanced with the following:

E-Mail

• The context menu of the

assignment block

More pushbutton in the page header contains

Customizing

Create E-Mail

The standard delivery Org. Data Prof. profile has been removed from the following transaction types in Customizing for Customer Relationship Management under Transactions-> Basic Settings-> Define Transaction Types

• 0004 Incoming E-Mail

:

• 0005 Outgoing E-Mail



•


Basic Functions->

•

One-to-One E-Mail

Basic Functions->

See also

CRM via E-Mail

For more information, see the following:

• Prerequisites and Effects on Customizing from Release note for


One-to-One Email (New)

http://help.sap.com/crm-core under Application Help-> SAP Customer Relationship Mgmt.-> SAP CRM for Industries-> Public Sector-> Investigative Case Management

CRM_IPS_ICM_1: Activity Integration in Calendar (New) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Investigative Case Management (CRM_IPS_ICM_1), you can create and assign investigative activities

When you create an activity you are automatically assigned as the employee responsible and added to the

in the calendar.

Attendees and Staff and Units assignment blocks. Any additional attendee entries you make are also added to the Staff and Units

You can navigate from the calendar to an activity's overview page by choosing the description. Attendees can also choose to have activities synchronized with their

assignment block. Activities appear as colored blocks in the calendars of all of the attendees.

groupware calendars


.

WebClient UI

The Activity overview page has been enhanced with an Attendees

Customizing

assignment block.

The Calendar Maintenance checkbox is selected for ICMOPER partner determination procedure in Customizing for Customer Relationship Management under Basic Functions-> Partner Processing->

See also

Define Partner Determination Procedure.

For more information, see the following:

• SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core under Application Help-> SAP Customer Relationship Mgmt.-> SAP CRM for Industries-> Public Sector->

• SAP Service Marketplace at

Investigative Case Management

http://service.sap.com-> Installation & Upgrade Guides-> SAP Business Suite Applications-> SAP CRM-> SAP CRM 2005-> CRM Core and Standalone Components

-

:

-

Groupware Integration Guide

MapBox Troubleshooting Guide

CRM_IPS_ICM_1: Relationships (Enhanced) Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Investigative Case Management (CRM_IPS_ICM_1), you can create relationships in the Other Parties Involved assignment block between employees, organization units, external persons or external organizations

Note: The only exception is the suspect relationship which is not supported between these entities.

and cases, leads, incidents or activities.

See also

For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core under Application Help-> SAP Customer Relationship Mgmt. -> SAP CRM for Industries-> Public Sector-> Investigative Case Management

CRM_IPS_ICM_1: Merging Person Records (Enhanced) Use


• Merge additional attributes on the

(CRM_IPS_ICM_1), you can do the following when you compare and merge persons and organizations:

Cleansing Case

• Transfer a person's reference data to an alias

overview page

You can choose to have a person's reference data added to the Other Names

• Automatically merge notes from the source person or organization.

assignment block as an alias type that is configured in Customizing.

If the source person has several notes they are concatenated into a single note.

• Navigate to a Note

• Select a main address to use for the cleansing case

overview page from a cleansing case

• Merge contents of the following source person or organization assignment blocks:

-

-

Other Names

-

Description of Person

-

Profiles

-

Identification of Credentials

-

Bank Account

You can choose to merge some or all of the rows contained in these assignment blocks. Payment Card

• Merge relationships from the source person or organization You can merge some or all of the source relationships. If you select a relationship, it is changed to apply to the master person or organization.


WebClient UI

The Cleansing Case

•

overview page has been enhanced with the following:

Cleansing Case Details

-

section contains the following fields:

-

Changed On

•

Changed By

General Data

-

section may contain the following choices:

-

Religion

-

Religious Denomination

-

Nationality

-

Second Nationality

-

Ethnicity

• Additional source data assignment blocks:

Country of Birth

-

-

Other Names of Source

Bank Accounts of Source

-

-

Profiles of Source

-

Identification Credentials of Source

-

Payment Cards of Source

-

Personal Descriptions of Source

-

Cases of Source

-

Leads of Source

-

Activities of Source

-

Incidents of Source

-

Objects of Source

-

Locations of Source

-

Staff of Source

-

Parties of Source

Customizing

Notes of Source

The following standard delivery dependent objects, visible on the Cleansing Case

• Transfer to Alias

page, have been added in transaction BUSWU01and BUSWU02:

• ICM Relationships

• ICM BP Header

• Profiles

• ICM Description

• ICM Other Names


You make the Customizing settings for this function in Customizing for Customer Relationship Management, under Industry Specific Solutions-> Public Sector-> Investigative Case Management-> Persons and Organizations-> Define Other Name Types

This is an existing activity that has been modified to include the

.

Alias Type

See also

checkbox.


CRM_IPS_ICM_1: Advanced Search Parameters for Persons (Enhanced) Use


• Other name

(CRM_IPS_ICM_1), you can use the attributes of the following in the advanced search parameters of persons:

For example, some of the other name attributes available are name, first name, and date of birth.

• Person description For example, some of the person description attributes available are age, height, and weight.

• Person profile For example, the person profile attributes available are classification value, observation date, and status.


WebClient UI

The Search for

•

drop down list on the persons and organizations search page has been enhanced with the following entries:

•

All Persons by Other Name

•

All Persons by Description

See also

All Persons by Profile


CRM_IPS_ICM_1: Person Attributes (Enhanced) Use


• Ethnicity

(CRM_IPS_ICM_1), the following person attributes are available:

• Religion

• Religious Denomination

• Unknown You can select this checkbox if a person's first name, last name, and date of birth are not known.

All of these attributes can be used in advanced search queries.


WebClient UI

The Person Details assignment block of the Person

• The

overview page has been enhanced with the following:

General Data section contains an Unknown

• The

checkbox.

Additional Data

-

section contains the following fields:

-

Ethnicity

-

Religion


Religious Denomination

You make the Customizing settings for this function in Customizing for Customer Relationship Management, in Industry Specific Solutions-> Public Sector-> Investigative Case Management-> Persons and Organizations

•

:

•

Define Ethnicities

•

Define Religions and Religious Denominations

See also

Define Other Name Types


CRM_IPS_ICM_1: Enterprise Search Use

As of enhancement package 1 for SAP CRM 7.0, business function Investigative Case Management (CRM_IPS_ICM_1), you can enable the following business objects in Investigative Case Management (ICM) to be searched for using SAP NetWeaver Enterprise Search

• Persons

:

• Organizations

• External Persons

• External Organizations

• Employees

• Locations

• Objects

• Leads

• Cases

• Activities

• Incidents

Note: In addition to the business function CRM_IPS_ICM_1 you need to activate also the business function Infrastructure

To be able to search for external persons and organizations, the new business partner role

(CRM_INF_1) to use SAP NetWeaver Enterprise Search for Investigative Case Management.

ICMEXT


is required. This business partner role distinguishes between persons and external persons, and also between organizations and external organizations.

Enterprise Search cannot find external business objects without the ICMEXT

To enable Enterprise Search to find external business partners, the existing business partners must have this new role. You use the report

business partner role.

CRM_ICM_EXT_BP_ROLE_ADD to add the new role ICMEXT


to the external persons and organizations.

In the context of the introduction of the Enterprise Search, there are also the following changes:

• Business Add-InThe implementation

(BAdI) Deactivation CL_CRM_ICM_BUPA_ROLE_FILTER of the BAdI

CRM_ICM_FILTER_ROLE

• Hide Checkbox

is deactivated.

For the business partner role CRMICM, the Hide

You make the settings in Customizing for

checkbox is selected.

Cross Application Components under SAP Business Partner -> Business Partner -> Basic Settings -> Business Partner Roles -> Define BP Roles

See also

.

For more information, see Customizing for Customer Relationship Management (CRM) under:

• Customer Relationship Management -> UI Framework -> Enterprise Search Integration

•

.

Further information is available in SAP Library for SAP CRM on SAP Help Portal at

Industry-Specific Solutions -> Public Sector -> Investigative Case Management -> General Settings -> Enterprise Search

http://help.sap.com/crm-core under Application Help -> SAP Customer Relationship Mgmt. -> SAP CRM for Industries -> Public Sector -> Investigative Case Management

CRM_IPS_ICM_1: Collaborative Functions for Investigation Record (Enhanced) Use

As of enhancement package 1 for SAP CRM 7.0, business function Investigative Case Management (CRM_IPS_ICM_1), the investigation record provides advanced functions of Records and Case Management

This comprises the following:

.

• Display of investigation record without model nodes: The investigation record consists of folders and documents only

• Creation of folders using folder templates

• Creation of documents using templates

• Deletion of documents

• Cut, Copy, or Paste of documents within the investigation record

• Edit of document attributes

• Check in and out of document

• Versioning of documents

• Visibility and editing of documents based on document status and user authorization

• Document log containing all changes made to a document

• Filing of e-mails to the investigative record

• Enhanced search help for choosing the target folder when filing


WebClient UI

• The assignment block for the investigation record has been replaced by a new one on the Case Overview

• The

screen.

File Document dialog box has been replaced by the new File Attachment


dialog box.

You make the settings in Customizing for Records and Case Management under Customer Relationship Management -> Industry-Specific Solutions -> Public Sector -> Investigative Case Management -> Cases and Leads -> Investigation Record -> Basic Settings for Investigation Record

•

:

•

Define Filing Status

•

Define Reaction to Change of Status

Business Add-Ins (BAdIs) -> BAdI: Processing of E-Mail Body Text

See also

For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core under Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Investigative Case Management

Business Function BRFplus for Grantor Management CRM_ISPS_GTRBRFPLUS_1: Business Function BRFplus for Grantor Management (New)

Use

As of enhancement package 1 for SAP CRM 7.0, the business function BRFplus for Grantor Management

BRFplus is the rule engine used for SAP Business Suite applications (for example, SAP Tax and Revenue Management for Public Sector and SAP Social Services Management for Public Sector). Thus, SAP for Public Sector users do not have to maintain two different rule engines.

is available. You can use this business function to allow business users to use the Business Rule Framework plus (BRFplus) instead of the Business Rule Framework (BRF) to create and maintain business rules for Grantor Management. BRFplus is a business rule engine available in SAP NetWeaver. It is a comprehensive framework that helps business and IT users model rules used for automatic decision support in various business cases. Advanced features, such as Web-based user interface, traceability, and simulation, ease the effort and time invested in implementing policies and rules. Business users can quickly prototype business rules with a feedback-based build cycle (build, simulate, and optimize) without involving IT users, which reduces project cycle times. The easy-to-use and intuitive rule composition and management (modeling rather than programming) of BRFplus makes Grantor Management easier to use.


Existing grantor programs that are using BRF will continue to use BRF. If you want to use BRFplus instead, you have to create new objects that call BRFplus functions. New grantor programs will use BRFplus.

The sample content that is available in BRF is also available in BRFplus (for example, Web requests, PPF actions, and workflows) but the rules are executed using BRFplus. The Process Assignments assignment block for the grantor program on the WebClient UI no longer has the Rule Set

In addition, if different rules have to be executed for two different grantor programs, two BRFplus functions have to be created for each event and the rules have to be assigned to these functions.

column. BRFplus uses rule sets differently than BRF and as a result, it is no longer necessary to assign a rule set to the process assignment. Instead, BRFplus calls functions to execute the appropriate rules.


Users have to be authorized to use BRFplus. For more information, see SAP Library for SAP NetWeaver on SAP Help Portal at http://help.sap.com/netweaver -> SAP NetWeaver 7.0 (2004s) Enhancement Package 2 -> SAP NetWeaver Library -> SAP NetWeaver by Key Capability -> Application Platform by Key Capability -> Business Services -> Business Rule Framework plus

See also

.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> BRFplus for Grantor Management

Business Function Financial Customer Care for Public Sector Organizations CRM_PSCD_1: Business Function Financial Customer Care for Public Sector Organizations (New)

Use

As of SAP enhancement package 1 for CRM 7.0, the business function Financial Customer Care for Public Sector Organizations


is available. This business function provides:


For more detailed information, see the release note Financial Customer Care and Dispute Management

See also

.

SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Financial Customer Care for Public Sector Organizations (PSCD).

CRM_PSCD_1: Financial Customer Care and Dispute Management (New) Use



Note


• CRM_FICAX_1

• CRM_INS_1

• CRM_PSCD_1

• CRM_TEL_1

• CRM_UT_ER_1


Dispute Management










Integration















Document Reversal


Payment Assignment
















External billing must be entered in the Billing Relevance

Enter the item categories for which you want to use direct posting in Contract Accounts

field. In addition, the item category must be entered for the integration of the adjustment request.

Receivable and Payable. Choose Industry-Specific Solutions -> <your industry solution> -> Adjustment Requests -> Specify Item Categories for Direct Postings to FI-CA


.

Business Function Social Services - Benefit Calculation and Payment ERP_IPS_4S_1: Business Function Social Services - Benefit Calculation and Payment (New)

Use

As of SAP enhancement package 5 for SAP ERP 6.0, Industry Extension Public Services (IS-PS-CA 605), the business function Social Services - Benefit Calculation and Payment is available. With this business function, you can activate the automated billing back-end process in the SAP Social Services Management for Public Sector

Social services processing, on the basis of social applications, social service plans, and social deduction plans, takes place in the Customer Relationship Management (CRM) system. The functions in CRM are based on the additional mandatory business function

application component in enterprise resource planning (ERP). The process covers calculation of social service entitlement amounts, offsetting against social deduction amounts, and preparation of periodic payment amounts.

Social Services - Benefit Calculation


(CRM_IPS_4S_1).

•

•

Social Services, Benefit Calculation and Payment: Data Replication

Social Services, Benefit Calculation and Payment: Gross Entitlement

•

•

Social Services, Benefit Calculation and Payment: Gross Payment

•

Social Services, Benefit Calculation and Payment: Net Calculation

Social Services, Benefit Calculation and Payment: Billing and Accounting

See also the associated business function

Social Services, Benefit Calculation

See also

(CRM_IPS_4S_1) in SAP enhancement package 1 for SAP CRM 7.0.

• SAP Library for SAP ERP on SAP Help Portal at


http://help.sap.com/erp -> SAP ERP Enhancement Packages -> ERP Central Component Enhancement Package 5 -> Business Functions -> Business Functions in SAP ERP -> Industry Business Function Sets -> Public Services -> Social Services, Benefit Calculation and Payment.

http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Social Services, Benefit Calculation.

ERP_IPS_4S_1: Data Replication (new) Use

As of SAP enhancement package 5 for SAP ERP 6.0, Industry Extension Public Services (IS-PS-CA 605), business function Social Services - Benefit Calculation and Payment

The following data is replicated from CRM to ERP:

(ERP_IPS_4S_1), you can replicate different data objects from Customer Relationship Management (CRM) to enterprise resource planning (ERP) and from ERP to CRM.

• Social service plan (SSP) data including item, partner, status, appointment, and docflow data

• Social deduction plan (SDP) data including item, partner, status, appointment, and docflow data

This data is necessary in ERP for calculation and billing.

The following data is replicated from ERP to CRM:

• Entitlement calculation results

• Gross payment calculation results

• Net payment results

This data is replicated temporarily on request to CRM to be displayed in the CRM Web client user interface. The data is not retained in CRM.


For the data replication, different communication and middleware settings must be configured in CRM and ERP. This is described in detail in Customizing for Public Sector Management under Social Services -> Integration Customer Relationship Management -> Configure Integration with CRM


.

In the distributed landscape of Social Services it is necessary to do some Customizing for the data replication. Additionally, the data of several basic Social Services Customizing activities must be kept synchronous in CRM and ERP.

In the ERP system, you make the required settings in the activities found in the following Customizing chapters:

• Customizing for Public Sector Management under

• Customizing for

Social Services -> Basic Settings.

Public Sector Management under

In the CRM system, you make the required settings in the activities found in Customizing for

Social Services -> Integration Customer Relationship Management.


For more detailed information about the steps required to configure data replication for Social Services in CRM and ERP, see Customizing for

Industry-Specific Solutions -> Public Sector -> Social Services -> Integration.

Public Sector Management under Social Services -> Integration Customer Relationship Management -> Configure Integration with CRM

See also

.

For more information about the application help of Social Services see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.01 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services.

ERP_IPS_4S_1: Gross Entitlement Calculation (new) Use


As a result of gross entitlement calculation, for a replicated social service plan (SSP) or social deduction plan (SDP), a gross entitlement document is created. For SSPs, the main content of this document is an entitlement frequency amount, determined per entitlement item. This can be done using either a BAdI or a BRFplus function. For SDPs, the deduction type per deduction item (relevant for net calculation) is determined. This is done using a BAdI.

(ERP_IPS_4S_1), you can use the gross entitlement calculation feature as part of the Social Services functionality.

The gross entitlement document becomes the input for the next process step, gross payment determination.


You make the Customizing settings for this feature in Customizing for Public Sector Management under

See also

Social Services -> Gross Entitlement Calculation.


ERP_IPS_4S_1: Gross Payment Determination (new) Use


Gross payment determination is one of the processing steps that a replicated Social Service Plan (SSP) undergoes in ERP, and is performed directly after gross entitlement calculation. The main aspects of the calculation are the mapping of entitlement periods onto payment periods, the retroactive calculation of past payments, and the delimitation of future payments.

(ERP_IPS_4S_1), you can use the gross payment determination feature as part of the Social Services functionality.

The gross payment documents created by gross payment determination become the input for the next process step, net calculation.


You make the Customizing settings for this function in Customizing for Public Sector Management under

See also

Social Services -> Gross Payment Determination.


ERP_IPS_4S_1: Social Services - Benefit Calculation and Payment: Net Calculation (new)

Use


Net calculation combines gross payments based on SSP types and certain other criteria. Deductions (for example taxes and social insurances) are also made during net calculation. The net calculation results are stored as net calculation documents which serve as the input for billing and accounting.

(ERP_IPS_4S_1), you can use net calculation as a feature of Social Services.

The initial net calculation is done asynchronously in the background. With the Analyze Application Log

Subsequent net calculations are performed in a mass run using the

transaction (SLG1), you can evaluate the application log which stores details of the initial net calculation.

Create Net Calculation Documents transaction, which can be found in the SAP Easy Access menu under

SAP ERP does not provide a user interface for Social Services, but you can access the net calculation result in the CRM user interface. You can also execute a net calculation simulation to assess the net calculation results which would occur based on changes to, for example, the social service plan.

Accounting -> Public Sector Management -> Social Services -> Mass Processing -> Create Net Calculation Documents (transaction PSSC00_NETCALC).


You maintain payment families in Customizing for Public Sector Management under Social Services -> Basic Settings -> Maintain Payment Families

You make the other required Customizing settings for this function in Customizing for

.

Public Sector Management under Social Services -> Net Calculation

See also

.


ERP_IPS_4S_1: Billing and Accounting (New) Use


The Social Services billing and accounting connects the Social Services net calculation with the functions of

(ERP_IPS_4S_1), you can use billing and accounting as part of the Social Services functionality.

Contract Accounts Receivable and Payable (FI-CA). The Social Services Billing - Mass Run report (transaction PSSC00_BILLING) collects all net calculation documents according to the selection criteria and creates an FI-CA billing document for each of the selected net calculation documents. This report can be found in the SAP Easy Access menu under

You can also influence the creation of the billing documents through an implementation of the BAdI definition PSSCB_BILL_CREATE.

Accounting -> Public Sector Management -> Social Services -> Mass Processing -> Create Billing Documents.

The Social Services Billing - Mass Run

For further processing of the billing and reversal documents, the functions of FI-CA are used. Here we also provide a mapping of Social-Services-specific data using FI-CA event technology.

report can also handle recalculations of net calculation documents. In such cases the report will create FI-CA reversal documents for pre-existing billing documents.


You make the Customizing settings for this function in Customizing for Public Sector Management under

See also

Social Services -> Billing and Accounting.

For more information about the application help of Social Services see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM 7.01 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services

•

.

SAP CRM for Industries: Telecommunications

Business Function Financial Customer Care for Telecommunications CRM_TEL_1: Business Function Financial Customer Care for Telecommunications (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Financial Customer Care for Telecommunications


is available. This business function provides the following:


For more information, see the release note Financial Customer Care and Dispute Management

See also

.

SAP Library for SAP CRM on SAP Help Portal at http:/help.sap.com/crm-core -> SAP CRM 7.0 Enhancement Package 1 -> Application Help -> Business Functions (SAP Enhancement Package 1 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> FCC for Telecommunications.

CRM_TEL_1: Financial Customer Care and Dispute Management (New) Use



Note


• CRM_FICAX_1

• CRM_INS_1

• CRM_PSCD_1

• CRM_TEL_1

• CRM_UT_ER_1


Dispute Management










Integration















Document Reversal


Payment Assignment
















External billing must be entered in the Billing Relevance field. In addition, the item category must be entered for the integration of the adjustment request.

Enter the item categories for which you want to use direct posting in Contract Accounts Receivable and Payable. Choose Industry-Specific Solutions -> <your industry solution> -> Adjustment Requests -> Specify Item Categories for Direct Postings to FI-CA


.

Business Function Sales & Order Management for Telecommunications CRM_TEL_SOM_1: Business Function Sales & Order Management for Telecommunications (New)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, the business function Sales & Order Management for Telecommunications

The integration of technical resource management is simplified.

(CRM_TEL_SOM_1) is available. With this business function, you can make use of lean functionality to integrate technical data into CRM orders and contracts without using objects. In addition, it provides a flexible, configurable framework that allows the distribution of sales and change orders to external systems.

You can define, initiate and monitor execution processes that involve several systems without the need for a complete order management system.


•

•

CRM_TEL_SOM_1: Infrastructure for Order Distribution

•

CRM_TEL_SOM_1: Reworking of Telco Technical Resources

CRM_TEL_SOM_1: Convergence Capabilities: Billing of One-Off Charges

CRM_TEL_SOM_1: Infrastructure for Order Distribution Use

As of SAP enhancement package 1 of SAP CRM 7.0, business function Sales & Order Management for Telecommunications

When using the framework it is possible to define, initiate and monitor order execution processes that involve several systems.

(CRM_TEL_SOM_1), businesses that provide service products of limited complexity, such as a Tier 2/3 telecommunications service providers (for example, mobile or cable operators) or a utility retailer, can make use of a flexible and configurable framework for the distribution of sales and change orders to external systems.

The fulfillment status is displayed to the call center agent via the Interaction Center.

Rollback processes can be defined in case of a cancelation.

Processes that created an error can be identified and may be recalled and resubmitted by a back office user.

Recall and resubmission can be performed in bulk.


The settings for the order distribution can be found in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications-> Settings for Telecommunications Transactions

For telecommunication service providers content is shipped that integrates to the status flow of provider orders and contracts. Therefore, a set of predefined distribution categories is shipped. The infrastructure for order distribution functionality can serve as a replacement of the former use of CRM Middleware and workflow with regard to activation/deactivation messages.

. This transaction allows you to create distribution schemas, distribution categories and distribution types.

CRM_TEL_SOM_1: Rework of Telco Technical Resources Use

As of SAP enhancement package 1 for SAP CRM 7.0 , business function Sales & Order Management for Telecommunications (CRM_TEL_SOM_1), there is a new option for storing technical information (for example, phone number, connection ID) with Telco contracts. This solution is available for the scenario Sales and Order Management in Call Center

Customers implementing this scenario have the following options for managing technical resources:

for Telco industries.

(1a) Link order and contract items to Installed Base objects within SAP CRM

(1b) Link order and contract items to external systems or customer objects managing technical resources

(2) Enhance the order and contract items

It is now possible to define technical resource schemas consisting of one or more technical resource types. A technical resource schema is allocated to a product in product master maintenance. By means of this allocation of a variety of technical resource types to a product via a technical resource schema, it is possible to define technical resources needed when selling a telco product in a very flexible manner.


A technical resource type consists of the following components:

• Name consisting of an ID and a descriptive text

• Unique allocation to one of the delivered resource categories:

- Local resource, held in CRM

- Individual Object, assigned from a pool of individual objects in CRM

- External resource, managed in external system, automatically assigned

- External resource, managed in external system, with list selection on UI

- External resource, managed in external system, with input help via ID field

- External resources, managed in external system, with advanced input help

• If categories 1 or 2 are chosen, an indicator shows whether the system shall check resource assignments for uniqueness.

• If categories 3 to 5 are chosen, BAdI methods have to be implemented in order to communicate with the external management system.

• If category 6 is chosen, BAdI methods have to be implemented in order to communicate with the external management system and the UI for the search has to be implemented.

- A check to determine whether the assignment of the resource is checked during order maintenance by the user (a) or during activation of the contract (b). If variant b is chosen, the check has to be implemented in the activation process.

- If category 2 is chosen, detailed information about the individual object determines the object family, and the settype and attribute of the object ID to be transferred as

CRM_TEL_SOM_1: Convergence Capabilities Billing of One-off-Charges Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales & Order Management for Telecommunications

One-off charges have to be defined during CRM product definition by the Telco company.

(CRM_TEL_SOM_1), it is possible to post one-off charges defined in the CRM product to SAP Convergent Invoicing.

Typical one-off charges are:

• Account activation fee, subscription fee (The customer signs up for a new service.)

• Early cancelation fee (The customer terminates his service before the original end of the contract.)

• Termination fee at the end of the contract (The customer terminates the contract at the end of the contract.)

• Suspension fee (The customer does not pay his bills and is suspended by the company.)

• Resumption fee (The customer is resumed after the suspension, because he paid his bill).

One-off charges are transferred to SAP ERP in the form of billable items if the item category is customized as a one-off charge and the item status allows the transfer to SAP Convergent Invoicing.

The one-off charges are transferred to SAP Convergent Invoicing and, later on, provided either on the customer's invoice, together with usage charges, or on a separate invoice.

The taxes for the one-off charges are also calculated during creation of the invoice. If the tax is already calculated in the provider order in SAP CRM, either the net amount or the gross amount can be transferred.


The business function Sales & Order Management for Telecommunications

The business function

(CRM_TEL_SOM_1) must be activated in the CRM system.

Telco, Invoicing in Contract Accounts Receivable and Payable

You have to use a dialog user for communication between the SAP ERP system and the SAP CRM system as is used in the ERP system to allow entries from the CRM system to be displayed in the input help.

(TEL_INV_PP_1) must be activated in the ERP system.


For more information about Customizing, see Customizing activity

Configure Settings for One-Off Charges

SAP CRM for Industries: Utilities

Business Function Utility Energy Retailer CRM_UT_ER_1: Business Function Utility Energy Retailer (New)

Use

As of CRM 7.0 Enhancement Package 1, Business Function Utility Energy Retailer

• Enhancements for technical objects:

is available. This business function provides you with a number of enhancements to the existing functions for the sales process for residential as well as commercial and industrial customers in the utility industry:

- Search for technical objects by customer-specific fields

- Address checks and automatic address completion when creating a new connection object

- Support of CRM-only technical objects during quotation process For more information, see release note Enhancements for technical objects

- In the Contract Management process for Residential Customers, the additional status

Additional contract change processes (Contract Management)

Incomplete

- In the Contract Management for residential as well it is now possible to change the product when the contract is saved as incomplete in SAP CRM. In this case, the market communication will not start and the contract replication to the backend system will not take place. For more information, see release note

for newly created CRM contracts is available.

• Alternative Business Partner for quotations and contracts on item level for Commercial & Industrial Customers In the sales process for C&I customers with multiple points of delivery, it is now possible to create quotations and contracts not only for the business partner on header level (Sold-To-Party), but also for an alternative contract partner on item level. The contract partner will then be used for replication into the backend system as contracted business partner instead of the business partner at the Main or Header Level. The alternative business partner who is also the bill recipient in SAP IS-U receives a contract or a quotation for a specific point of delivery or a group of points of delivery.

Additional contract change processes

• CVV (credit verification value) in "create contract" process The CVV check can be done directly during capturing of credit card data/business agreement or at the end of the process. The authorization of the amount will only be triggered if the contract is accepted at the very end of contract capturing.

• Enhancements to utility product master data:

- Versions

- Business Rule Framework

- Enhanced Utility Configuration Attributes

- Packaged products For more information, see release note

• Selling of Packaged Products in Interaction Center

Enhancements to utility product master data

Services and goods provide an ideal opportunity for the retailer to appeal to the residential customer since these products allow diversification from the competition. Enables to define, quote and sell utility packages. A utility package consists of an energy supply product and, optionally, non-energy products such as services or goods. A package could, for example, include the electricity and gas supply, a hot water tank and maintenance service for the hot water tank. For more information, see release note

• AMI Disconnection/Reconnection CRM

Selling of Packaged Products in the Interaction Center

Allows you to process the worklist for disconnection or reconnection notifications. For more information, see release note AMI Disconnection/Reconnection CRM

• On-Demand Request for AMI Meter/Device Status CRM

- Remotely request smart meter statuses from the Interaction Center

- Allows you to determine whether problems originate from the provider or from the customer For more information, see release note AMI Meter/Device Status CRM

• Event Management

You can search for AMI events based on user input criteria, and view event attributes and event results.

For more information, see release note

• Text Messaging

Event Management (New)

You can send text messages to AMI devices that have the corresponding capability. Customers receive reminders, notifications, and information on their In-House Display.

For more information, see release note Text Messaging (New)

• Enhancements for Financial Customer Care and Dispute Management For more information, see release note Financial

• Management of open/cleared items Provides the possibility to manage open and cleared items (e.g. re-assign payments, assign payments) in the IC WebClient.

Customer Care and Dispute Management

Activating this business function makes other functions available to you in Contract Accounts Receivable and Payable. For more information, see Business Function ISU_CA_1 in SAP ERP.


In order to be able to use Business Function Utility Energy Retailer, you have to activate the SAP ERP Business Functions ISU_CRM_2 and ISU_CA_1.

CRM_UT_ER_1: Enhancements for Processing Technical Objects (Enhanced) Use

As of SAP CRM 7.0 Enhancement Package 1, you can make use of the following enhancements for the management of technical objects:

• Search for technical objects by customer-specific fields

•

Now it is possible to include extra fields - enhanced attributes for the technical objects required especially by retailers - as search criteria in searches and result lists for technical objects. You can now use a combined search for all attributes of the relevant technical object -attributes that are delivered by standard SAP and attributes that are implemented in a customer environment. The prerequisite is that the customer-specific attributes are already implemented at the level of the relevant object(s).

Address checks and automatic address completion when creating a new connection object

•

Now, the address information of technical objects is checked against the central address repository so that incorrect addresses and misspellings can be avoided. Furthermore, information that is related to regional structure is available for technical objects in the IC WebClient. This reduces the work for the Call Center agents who do not have to maintain this information (for example regional structure group) manually anymore.

Support of temporary technical objects during quotation process

It is now possible to manage so-called temporary technical objects of prospects within the quotation process. These technical objects will not be replicated to the IS-U system.

CRM_UT_ER_1: Additional contract change processes Use

As of enhancement package 1 for SAP CRM 7.0, it is possible to select the new status Incomplete when saving the contract in SAP CRM. This new status will not start the switch process until the status has been changed to Submit. While the contract is still in pending mode, changes in the contract creation view are allowed to be made in all fields, except date relevant fields in the document. The enablement of product changes in contract while switching is still in process (during the cool off period phase) and for the backend system not to generate a move in with the initial product created before the switch process has been completed and the cool off period has ended. Only then should the MDG generate a move-in with the valid product(s). It is possible to correct contract data before they are replicated to the IS-U system, for example, when credit or bank details have been entered incorrectly or when a product has been selected incorrectly.

CRM_UT_ER_1: Enhancements to Utility Product Master Data (Enhanced) Use

As of SAP CRM 7.0 Enhancement Package 1, the product definition supports the definition of products for utility packages as well as the definition of products for utility contracts.

• For products marked as packages, you can define the components or groups of components acting as alternatives. The system allows the definition of rule-based components by assigning BRFplus-based rules.

Package Definition

Within a package you can influence the attributes defined in the components of the package (default values, special value ranges).

• You can assign attributes to products during order entry. You can define the appearance and changeability of such values or define default values.

Enhanced Utility Configuration Attributes

• For technical reasons, it might become necessary to change parts of the attribute definition - for example, because of changes in IS-U. To ensure that existing contracts stay valid even if such changes in the product definition are necessary, the system stores the attribute settings in versions.

Versions

Once a version is released, you can no longer change the details. Contracts are assigned to specific versions. Therefore, even if new versions are created, existing contracts are not affected. Versions can be assigned to master data templates in SAP IS-U.

• The system allows you to define periods in which a product can be sold to customers - for example from February 2010 to March 2010. Additionally, you can define eligibility and compatibility rules to control whether a product can be sold to a certain customer or not.

Product availability

• Rules used within the utility product definition are built within the tool BRFplus. Business Rules Framework plus (also called Formula & Derivation Tool, FDT) is a business rules engine developed in ABAP. It provides a high degree of transparency, fast development by modeling approach and a convenient graphical representation.

Business Rule Framework

CRM_UT_ER_1: Selling of Packaged Products in Interaction Center

Use

Services and goods provide an ideal opportunity for the retailer to appeal to the residential customer as these products allow diversification from the competition.

Therefore, energy retail companies need to offer packages of energy supply products and other goods or services. These product packages consist of the traditional energy supply, services such as energy audits or maintenance of technical installations, and conventional goods such as coffee machines, air conditioners and refrigerators (white goods). Since the customer's main goal is to pay the lowest price and the main goal for the retailer is to win or retain customers and defend the margin, these packages provide a win-win situation for both the customer and the retailer. The customer enjoys a low price through discounts on packaged products. The retailer sells more than one product to the customer and retains the customer through extended binding periods on the energy supply and service contracts.

As of enhancement package 1 for SAP CRM 7.0, the selling of packages is supported in quotation and contract creation processes. The system offers the possibility to search for packages by various parameters, such as divisions that should be included. If PODs have already been identified within the quotation or contract, the system automatically assigns them within the new package structure.

CRM_UT_ER_1: Disconnection/Reconnection CRM (changed) Use

As of Customer Relationship Management 7.0 Enhancement Package 1, this functionality allows a CRM agent to process the worklist for disconnection or reconnection notifications. In some cases, it might be necessary for an agent to contact a customer directly regarding an upcoming disconnection or reconnection.

Note:

A work item is created in the ERP system and is linked to a disconnection or reconnection activity. Work items are grouped under a worklist, which the agent can access from the CRM system. The agent then processes the work item. He calls the customer to inform him of his future disconnection or reconnection. The agent then records the customer's response to this notification.

If the customer is using a smart meter, it can be disconnected or reconnected remotely.

One of the following may occur:

• The work item is closed, with an agreement between the agent and the customer. In this case, the disconnection or reconnection can be either processed at the planned disconnection or reconnection time or at a new date and time agreed upon with the customer. The customer can also request an immediate disconnection or reconnection (given that the customer has a smart meter which supports remote disconnection and reconnection).

• The work item is closed without an agreement between the agent and the customer. In this case, the disconnection or reconnection will be processed at the planned disconnection or reconnection time.

• The work item is resubmitted. This is used when the customer cannot be reached. The agent enters a date and time indicating when this work item should reappear in his worklist.


The customizing for this new functionality is done in the ERP system.

See also

For more information, see the SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt -> Application Help -> SAP CRM for Industries -> Utilities -> Functions in the Web Client for Utilities -> Disconnection/Reconnection

For information on disconnection work items in the ERP system, see the SAP Help Portal at

.

http://help.sap.com -> SAP Business Suite -> SAP ERP -> SAP Utilities -> Customer Service-> Process Execution -> Disconnection/Reconnection of a Utilities Installation.

CRM_UT_ER_1: On-Demand Status for AMI devices in the Interaction Center (new)

Use

As of Customer Relationship Management

Users can remotely verify whether a smart meter is active or inactive. They can also access any additional information provided by the smart meter and/or Meter Data Unification and Synchronization system (MDUS). This makes it easier to automate and optimize customer service processes. The agent can remotely request the status of a smart meter without sending a technician to the site in question. This new functionality allows users to identify whether the problem originates from the provider or from the customer.

7.0 Enhancement Package 1, users can request smart meter statuses from the Interaction Center.

Note:

This new functionality is available in the

This new functionality is available provided the customer has a functional smart meter with the On Demand Status capability enabled.

Device Details Overview


page within the Interaction Center. A new button has been added by which a user can request the status of a meter. An assignment block has also been added which displays detailed information received from the request. The agent can also proceed with further investigation to see whether the smart meter is operating correctly.

The new functionality does not change the existing functionality or the existing system data. New tables were introduced in the ERP system to store the status and related information pertaining to the smart meters.


The new functionality does not affect the transfer of existing system data.


Please refer to the ERP release note On-Demand Operational State Request for Advanced Meters (ISU_AMI_2) either in the ERP system or under http://service.sap.com/releasenotes

-> Release Notes for mySAP Solutions -> SAP ERP -> SAP ERP 6.0 -> Enhancement Package 5 -> SAP for Utilities

CRM_UT_ER_1: Event Management (New) Use

As of Customer Relationship Management 7.0 Enhancement Package 1 and ECC 6.0 Industry Extension Utilities, enhancement package 5, this functionality allows a CRM agent to search for AMI events based on user input criteria. The results are displayed in a list, and you can select an AMI event to view event attribute details and event result details. If the BOR object type in the event result view is a service notification or a service order, you can also navigate to the SAP ERP backend system through the transaction launcher.

The system provides two search modes: Simplified search and extended search.

• If an account and/or premise was confirmed, the simplified search is available and the Result List displays AMI devices in a dropdown list. These devices relate to the confirmed account and/or premise. You can select a device from the list and specify the range of days to display the event or events that occurred during that time period.

• If no account or premise was confirmed, the extended search (a standard advanced search) is displayed. You can search using various criteria, such as business partner number, premise, and device serial number. You can also enter event-related criteria, such as date, time, type code, and status. There is also an option provided to only display results from within the validity period.

The toggle between extended and simplified search works as follows:

• The search results remain unchanged when switching between views.

• If you do not confirm an account or premise in the extended search view, you cannot switch to the simplified search view.

• If you have already confirmed a business partner in the simplified search view, information for that business partner is available as part of the search criteria when you switch to the extended search view.

• If you have identified exactly one AMI device for the confirmed business partner in the confirmed premise (which is likely to be the case for the majority of end customers) while using the simplified search view, the search fields for material number and serial number will already be filled when you switch to the extended search view.

• All other search parameters are set to the default, that is, there will be no replication for these from the simplified search criteria to the extended search criteria and vice versa.

Note:


If no account or premise has been confirmed, only the advanced search is available.

You can define the default search criteria for the simplified search in the Utilities CRM Customizing under Utility Industries->Settings for User Interfaces->Advanced Metering Infrastructure->Settings for AMI Event Monitor

In addition, there are two customizing activities available in the ERP system. A new subnode called Event Management has been added to the existing IMG node for the customizing of AMI Event Management. The path is:

.

SAP Utilities-> Advanced Metering Infrastructure-> Event Management

You can define the settings for AMI Event Management in the Customizing under

.

SAP Utilities-> Advanced Metering Infrastructure-> Event Management-> Define Settings for Event Management

You can define the maximum number of events that are displayed in the AMI Event Monitor navigating from the other ISU transactions in the Customizing under

.

SAP Utilities-> Advanced Metering Infrastructure-> Event Management-> Define Selection Criteria for Event Management.

See also

For more information, see the SAP Help Portal at http://help.sap.com ->

For information about event management in ERP, see the ISU_AMI_2: Event Management (New) release note.

SAP Business Suite -> SAP Customer Relationship Mgmt -> Application Help -> SAP CRM for Industries -> Utilities -> Functions in the Web Client for Utilities -> AMI Event Monitor.

CRM_UT_ER_1: Text Messaging (New) Use

As of Customer Relationship Management 7.0 Enhancement Package 1, you can send text messages to AMI devices that have the corresponding capability. This feature allows you to manage accounts efficiently, providing customers with a more complete service. Whenever a customer needs to be informed about any significant event, such as an outage or a restoration of electricity, you can send them a text message that appears on an In-House Display in their home. Reminders for payment dues can also be sent through this application. Customers also receive information regarding peak pricing that encourages them to plan wisely regarding energy use, saving them money and energy over time.

The text messages are time-stamped according to when they were sent, and are automatically stored in the system. They are periodically deleted based on a time-limit.

Note:

This new functionality is available from within the Interaction Center under

This new functionality is available provided the customer has a functional smart meter with the On Demand Status capability enabled.

Communications -> Send Text Message to Device.


It is also accessible from within the Device Details page or from the Context Menu for device or premise. You can select the device to which you want to send the text message. You can also select a message type and a predefined message text from a template. Pressing the 'Preview' button allows you to display the message template preview in a popup window. In the bottom view area, you can find all the messages and message details that have already been sent to the customer. You can also use the available filters to limit the results.

There is no customizing available on the CRM side. For more information, see Text Messaging for ERP.

SAP CRM for Industries: Waste and Recycling

Business Function Utilities: Waste and Recycling 1 CRM_WASTE_1: Business Function Utilities: Waste and Recycling 1 (New)

Use

As of SAP enhancement package 1 for CRM 7.0, the business function Waste and Recycling 1

The business benefit is an increased operational efficiency in the daily business of a waste and recycling company. The technical benefit is the usage of the latest user interface technology. The unified user interface reduces training period and training effort. The SAP CRM technology enables customers to create their own UIs more easily to reduce implementation effort.

(CRM_WASTE_1) is available. This business function provides you with new interaction center capabilities for waste and recycling companies by using WebClient technology.

New features:

• Object identification and data overviews for waste and recycling customers The new user interface Account & Object Address Identification

When you select the account the

provides you with an easy to use selection screen to identify a calling customer. Several search capabilities (for example for an account, an object or service address, a contract or a waste disposal order) enable you to easily find your account.

Business Data Environment

• Handling of service locations, containers, cleaning objects and services

user interface provides you with an overview of all business-relevant data for the account. Beside the assigned contracts, object and service addresses, containers, cleaning objects and services you also find information about last interactions, quotations, invoices, cases and other account relevant data. This increases efficiency and effectiveness for users.

The new user interfaces for handling service locations, containers, cleaning objects and services provide a standardized and simplified working environment for your sales representatives. You can easily create or maintain object or service addresses, allocate or remove containers or cleaning objects and define services.

• Create and display cases You can create and display the cases End Customer and End Contract

For more information, see the following release note:

to increase efficiency and effectiveness for the user. This feature improves the ability to start a business process in SAP CRM and transfer it to SAP ERP, where further activities can be executed.


CRM_WASTE_1: CRM UI for SAP Waste and Recycling (New)

Before you can use CRM integration for waste and recycling you have to setup at least the business partner replication between SAP CRM and the corresponding SAP ERP system.


Before you can use CRM integration for waste and recycling you have to switch on the ERP Business Function Waste & Recycling 2 and activate the use of service and object addresses (see ISU_WASTE_2: Activate Service und Object Address (New)).

CRM_WASTE_1: CRM UI for SAP Waste and Recycling (New) Use

As of enhancement package 1 for SAP CRM 7.0, Business Function Waste and Recycling 1 (CRM_WASTE_1) a new Web UI for the SAP Waste and Recycling

• A specific

solution for all important customer centric processes is available. This includes the following features:

SAP Waste and Recycling

• A completely new and streamlined view of your customer's address data. Instead of dealing with four different objects (

interaction center from which you can identify your account and start all your customer centric processes.

waste disposal object, service location, cleaning object and property) you now only have to deal with two objects: Service Address and Object Address

• For a condensed view of the services belonging to a container or a cleaning object, a grouping mechanism is available (that can be configured to meet the customer's needs) This reduces the amount of objects your user has to look at. You can also create new services for these grouped objects.

. This makes it easier for you to get an overview of all customers’ services (unless it is a container or a cleaning service) and it makes it faster to create new services.

• Trigger a "Customer end process” directly from the interaction center. You can either end a single contract or all contracts for a customer by using the Business Process Exception Management (BPEM) platform.


If you have already used the SAP Waste and Recycling solution before, you need to migrate your container locations, waste disposal objects, properties and cleaning objects to service addresses and object addresses


. This is described in the release note "ISU_WASTE_2: Activate Service and Object Address (New)" (ISU_605_WA_OBJADDR).

The new Customizing settings that are available now can be found under Industry-Specific Solutions -> Waste and Recycling

.

Business Function-Independent Features

Basic Functions Enhancements for Product Configuration Settings (New for SP05)

Use

As of SAP CRM 7.0 SP09 and SAP enhancement package 1 (SP05) for SAP CRM 7.0, you can use the following product configuration settings to enhance the WebClient UI and Web Channel Enablement:

• Show product IDs for components

• Indent product sub-instances

• Show product quantities


• For information about showing product IDs for components (including hiding the leading zeros in product IDs) and product quantities, see SAP Note 1628096.

• For information about indentation of product sub-instances, see SAP Note 1628263.

Subitem Data Reuse After Availability Check (New for SP06) Use

When you use rules-based availability check

As of SAP CRM 7.0 SP10 and SAP enhancement package 1 (SP06) for SAP CRM 7.0, you can implement your own logic so that the system can copy manual data from existing subitems to new subitems.

in SAP Customer Relationship Management with SAP Supply Chain Management and SAP Advanced Planning & Optimization and the system executes a new availability check (ATP check), the system deletes existing subitems and creates new subitems. Previously, none of your manual changes to subitem data (for example, conditions) were copied to the new ATP subitems.


To enable the system to copy and reuse subitem data, you must make settings in BAdI: Data Copy for Subitems

See also

.

• SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> Choose a release ->

• SAP Note 1602686

Application Help -> Sales -> Availability Check -> Availability Check Using SAP APO -> Rules-Based Availability Check

• SAP Note 1603898

Parallel Processing for Price Lists (New for SP07) Use

As of the following releases, you can use parallel processing to increase system performance during the creation and repricing of price lists (that is, net price lists):





• If you want to enable parallel processing for price lists and use the settings in the standard system, you can enable parallel processing in the Customizing activity Enable Parallel Processing for Price Lists

• If you want to enhance parallel processing for price lists, you can change the settings in the standard system by implementing

.

BAdI: Configure Parallel Processing for Price Lists. When you implement this BAdI, you override the settings in the Customizing activity Enable Parallel Processing for Price Lists

See also

.

• SAP Note 1604836

• SAP Library on SAP Help Portal at http://help.sap.com/crm-core -> Choose a release -> Application Help -> Basic Functions -> Pricing -> Condition Record -> Price Lists

.

Billing Plans for ERP Sales Documents in SAP CRM (New for SP08) Use

Previously, you could create and change ERP sales documents (for example, ERP sales orders) in SAP CRM. As of SAP enhancement package 1 (SP08) for SAP CRM 7.0 and SAP enhancement package 2 (SP02) for SAP CRM 7.0, you can create and change billing plans (periodic and milestone) for ERP sales orders and ERP quantity contracts

If you want to create milestones using

in SAP CRM.

WBS elements or network

Prerequisites

as selection criteria, you must create these milestones in SAP ERP.

• You run SAP ERP and have implemented enhancement package 5 for SAP ERP 6.0 (or a later release).

• You have activated business function Sales and Distribution 02 (LOG_SD_CI_02) in the SAP ERP back end. For more information, see SAP Library for SAP ERP on SAP Help Portal at https://help.sap.com/erp -> SAP ERP -> SAP ERP Central Component -> SAP Enhancement Package 5 for SAP ERP 6.0 -> Application Help -> Business Functions (SAP Enhancement Package 5 for SAP ERP 6.0) -> Business Functions in SAP ERP -> Enterprise Business Functions -> Logistics -> Sales and Distribution -> Sales and Distribution 02


.

• To use ERP sales orders and quantity contracts, you must make settings in Customizing for SAP ERP under Sales and Distribution -> Billing -> Billing Plan

• To view the assignment block for billing plans, you must add the assignment block using personalization.

.

See also

• For more information about creating and changing ERP sales documents in SAP CRM, see SAP Note 1236015.

• For more information about ERP billing plans, see SAP Library for SAP ERP on SAP Help Portal at https://help.sap.com/erp -> SAP ERP -> SAP ERP Central Component -> Choose a release -> Application Help -> SAP ERP -> SAP ERP Central Component -> Logistics -> Sales and Distribution -> Billing (SD-BIL) -> Billing -> Billing Plan (SD-BIL-IV)

• For more information about billing plans for ERP sales documents in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at

.

https://help.sap.com/crm -> SAP CRM -> Choose a release -> Application Help -> Basic Functions -> Billing -> Billing Plans -> Billing Plans for ERP Sales Documents.

Marketing Mail Forms Enhancements (New for SP06)

Use

The following enhancements to mail forms are available as of the following releases:




You can delete translations for a mail form. You can delete the current translation or all translations that exist for a mail form.

When you copy a mail form, you can now indicate if you want to copy any existing translations.

Campaigns Using ERP Sales Documents (New for SP06) As of SAP CRM 7.0 SP10 and SAP enhancement package 1 (SP06) for SAP CRM 7.0, you can create campaigns on the WebClient UI using sales documents (that is, quotations and sales orders) from SAP ERP.


You use the following business roles on the WebClient UI:

• For campaigns, use Marketing Professional

• For SAP ERP sales quotations and sales orders, use

(MARKETINGPRO).

X_SalesProfessional


(X_SALESPRO).

You must make settings in Customizing for both the SAP ERP back end and the SAP CRM back end, as follows:

SAP ERP Back End

• Define an access sequence for campaigns in Customizing for SAP ERP under Sales and Distribution -> Basic Functions -> Pricing -> Pricing Control -> Define Access Sequences. Choose Maintain Access Sequences

• Define a condition type for campaigns in Customizing for SAP ERP under

.

Sales and Distribution -> Basic Functions -> Pricing -> Pricing Control -> Define Condition Types. Choose Maintain Condition Types

• Define and assign a pricing procedure in Customizing for SAP ERP under

.

Sales and Distribution -> Basic Functions -> Pricing -> Pricing Control -> Define and Assign Pricing Procedures. Choose Maintain Pricing Procedures and Define Pricing Procedure Determination

• Maintain an access sequence, a condition type, a determination procedure, and activate campaign determination in Customizing for SAP ERP under

.

Integration with Other SAP Components -> Customer Relationship Management -> Basic Functions -> Campaign Determination

• Define data exchange conditions in Customizing for SAP ERP under

.

Integration with Other SAP Components -> Customer Relationship Management -> Basic Functions -> Data Exchange Conditions

SAP CRM Back End

.

• Download your settings in SAP ERP (that is, settings for access sequence, condition type, pricing procedure, and conditions) to SAP CRM (transaction R3AS and load object DNL_CUST_CNDALL

• Define condition techniques for campaign management in a dedicated maintenance group in Customizing for SAP CRM under

).

Customer Relationship Management -> Master Data -> Conditions and Condition Technique -> Condition Technique: Basics -> Create Maintenance Group

See also

.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> Choose a release ->

SAP Library for SAP ERP on SAP Help Portal at

Application Help -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Campaign Management

http://help.sap.com/erp -> Choose a release -> Application Help -> SAP ERP Central Component -> Logistics -> Sales and Distribution -> Sales (SD-SLS)

Intersection of Segments in Segmentation Based on Objects (New for SP06) Use

As of SAP enhancement package 1 (SP06) for SAP CRM 7.0, you can make settings in Customizing for how the system should behave when intersecting segments or target groups with assigned objects.

This function is available for all types of segmentation, that is, for classic segmentation, high-volume segmentation (TREX), and BWA.


You find this setting in Customizing for Customer Relationship Management under General Settings for Segmentation

• For variant (1)

.

Intersect Partners, Then Merge Objects and Partner Functions

• For variant (2)

the system first intersects only the business partners. From the business partners within the intersection, the system then takes all assigned objects and related partner functions from both segments, even if they differ.

Intersect Partner, Object, and Partner Function

Variant (2)

the system keeps only identical combinations of business partner, assigned object, and related partner function, after intersecting.

Intersect Partner, Object, and Partner Function

is set in the standard system. However, you can change this setting.

Create Target Group from Account and Contact Search (New for SP08) Use

As of the following releases, you can create a target group for marketing from the search result list for accounts and contacts:





You select the accounts or contacts that you want to include in your target group and click Create Target Group

Note that if you search for all accounts, the

. You can then enter the basic data for your target group and save it. This feature enables you to quickly create a target group independently of segmentation and other marketing processes.

Create Target Group

To make the

button is not available. This ensures that inconsistent, mixed target groups of individual accounts and corporate accounts cannot be created.

Create Target Group button available to business users, you need to make the Customizing settings described below. Note:


The button is only active if the business user has authorization for segmentation.

To enable the Create Target Group

• Activate the parameter CREATE_TG_ALLOWED in the parameter profile for roles. You do this in Customizing for

button for business users, you need to do the following:

Customer Relationship Management under UI Framework -> Technical Role Definition -> Define Parameters by entering X or TRUE

• Ensure that the parameter is assigned to the appropriate parameter profile and, via the function profile, to this appropriate business role.

as the value for the parameter.

In the standard delivery, the parameter is assigned to the parameter profiles MKT_PRO and SALES_PRO. These parameter profiles are assigned to the business roles Marketing Professional and Sales Professional

via the function profile PARAMETERS. You can assign this function profile to your own business roles, if it is not yet assigned.

Sales Traffic Lights for Product Availability in ERP Orders (New for SP06)

Use

As of SAP CRM 7.0 SP10 and SAP enhancement package 1 (SP06) for SAP CRM 7.0, you can view traffic lights for product availability in ERP sales orders on the WebClient UI. The system performs an ATP check

• Red

and displays colored traffic lights for product availability as follows:

The item quantity is not confirmed as available for the requested delivery date. For example, you order 3 pieces and none are available for the requested delivery date.

• Yellow The item quantity is partially confirmed as available for the requested delivery date. For example, you order 3 pieces but only 2 are available for the requested delivery date.

• Green The item quantity is fully confirmed as available for the requested delivery date. For example, you order 3 pieces and all are available for the requested delivery date.

When items have been delivered, the system does not display traffic lights.

Previously, you could view colored traffic lights for product availability in CRM sales orders.

Prerequisites

You have implemented SAP enhancement package 4 for SAP ERP 6.0.


To view traffic lights for product availability in ERP sales orders, you must personalize the Items assignment block for ERP sales orders by adding the Availability column (the system displays the traffic lights in this column). We recommend that you also add the Req. Deliv. Date, Last Confirmed Deliv. Date, and Confirmed Qty.

See also

columns.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> Choose a release ->

Application Help -> Sales -> Availability Check

ERP Documents for Activities and the WebClient UI (Enhanced for SP07) Use

As of the following releases, the use of ERP sales orders, quotations, and quantity contracts


in SAP CRM has been enhanced:



When you create ERP sales orders, quotations, and quantity contracts using SAP CRM and you create CRM business activities or tasks as follow-ups to these ERP sales documents

• Assignment block for

, the system shows your CRM business activities or tasks in the following:

transaction history

•

of ERP sales orders, quotations, and quantity contracts in SAP CRM

Document flow shown in SAP ERP (transactions VA02, VA22, and VA42

See also

)

• For more information about this enhancement, see the following:

- SAP Note 1639521

- SAP Note 1639733

- SAP Note 1639738

• For more information about ERP sales orders, quotations, quantity contracts, and follow-ups in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM -> Choose a release -> Application Help -> Sales -> Sales Quotation and Order Management -> Sales Transactions -> Entry of ERP Sales Transactions in SAP CRM

• For more information about creating and changing ERP sales documents in SAP CRM, see SAP Note 1236015.

.

Billing Plan Assignment Block on the WebClient UI (Enhanced for SP07) Use

As of the following releases, the system shows the assignment block for billing plan processing (periodic and milestone billing plans) on item level of CRM sales quotations in SAP CRM:





To use billing plans, you must have made settings in the following Customizing activities:

•

•

Define Billing Plan Types

•

Define Customer Billing Plan Procedure

•

Assign Billing Plan Type to Business Transaction Type

See also

Assign Billing Plan Type to Item Category

• For information about billing plans, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> SAP CRM -> Choose a release -> Application Help -> Basic Functions -> Billing -> Billing Plans

• For information about implementing this enhancement in previous releases, see SAP Note 1622426.

.

Asynchronous Update for ERP Sales Documents (New for SP08) Use

As of the following releases, you can enable the system to asynchronously update ERP sales documents:




Database updates that are triggered by a business user saving are executed as soon as an update process is available on the server. In the meantime, business users can continue working with the application.

Prerequisites

You have connected SAP CRM to SAP ERP and you have implemented one of the following releases (or higher) of SAP ERP:

• Enhancement package 3 (SP10) of SAP ERP 6.0




For lower releases of SAP ERP, see SAP Note 1663980.


To use asynchronous update for ERP sales documents, you must activate asynchronous update in Customizing activity Define Profiles for ERP Sales Transactions

See also

.

• For more information about asynchronous updates for ERP sales documents for SAP enhancement package 1, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose SAP Enhancement Package 1 for SAP CRM 7.0. In SAP Library, choose Basic Functions -> Business Transaction -> Asynchronous Update for ERP Sales Documents

• For more information about asynchronous updates for ERP sales documents for SAP enhancement package 2, see SAP Library for SAP CRM on SAP Help Portal at

.

http://help.sap.com/crm-core. Choose SAP Enhancement Package 2 for SAP CRM 7.0. In SAP Library, choose Basic Functions -> Business Transaction -> Performance Optimization for Business Transactions -> Asynchronous Update for ERP Sales Documents

• SAP Note 1679173

.

• SAP Note 1663980

Interaction Center Interaction Center Agent Dashboard (Enhanced for SP07)

Use

As of the following releases, the interaction center agent dashboard has been enhanced:




Interaction center agents can use the interaction center agent dashboard to assign and unassign themselves to channels and/or queues at runtime. The usability of the agent dashboard was also improved and it now provides fully configurable views.


You have to check with your CMS provider whether your connector version supports the assignment to channels and/or queues by agents at runtime.


To allow agents to assign themselves to channels and/or queues at runtime using the agent dashboard, use the Customizing activity Define Communication Management Software Profiles and change the settings under Manual Channel and Queue Assignment

.

Usability Improvement of IC Agent Work Mode (Enhanced for SP07) Use

As of the following releases, the interaction center agent work mode has been enhanced:




The interaction center agent can choose the agent work modes from a simplified dropdown list containing all available work modes.


To use the dropdown list containing all available work modes, use the Customizing activity Define Communication Management Software Profiles and change the setting under Work Mode Selection

.

DTMF Pad (New for SP07) Use

As of the following releases, the DTMF pad is available in the interaction center:




You can configure the standard DTMF pad in your toolbar profile.


To configure the standard DTMF pad, use the following Customizing activities:

• Define Dual Tone Multi Frequency (DTMF) Tones

• Define Toolbar Buttons

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