Additional Guide to Implementing the SAP CRM Service Management rapiddeployment

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1 EHP3 for SAP CRM 7.0 April 2014 English Document Version 1.0 Additional Guide to Implementing the SAP CRM Service Management rapiddeployment solution / SAP Best Practices for Service Management in CRM V2.703 SAP AG Dietmar-Hopp-Allee Walldorf Germany

2 Copyright 2014 SAP AG. All rights reserved. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, 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 Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, ianywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company. Crossgate, EDDY, B2B 360, and B2B 360 Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company. 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. SAP AG Page 2 of 19

3 Icons Icon Meaning Caution Example Note Recommendation Syntax Typographic Conventions Type Style Example text Example text EXAMPLE TEXT Example text EXAMPLE TEXT Example text <Example text> Description Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths, and options. Cross-references to other documentation. Emphasized words or phrases in body text, titles of graphics and tables. Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE. Screen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools. Keys on the keyboard, for example, function keys (such asf2) or the ENTER key. Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation. Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries. SAP AG Page 3 of 19

4 Contents 1 Purpose Solution Overview System Setup and Preparation Install SAP CRM SAP Notes Activation of Business Content Getting the Business Content for Activation Getting the Solution Scope File Getting the Installation Data Files Getting Pre-defined Sample Content (Templates) Preparatory SAP HANA Related Activities (Optional) Installing SAP HANA Studio Checking Authorizations in SAP HANA Checking Installation of Required SAP HANA Components and Content Activation Security Aspects General Security Guidelines Administration and Authentication RFC Destinations Roles Management SAP Solution Manager Template Content Preparation of Logical Components Used in SAP Solution Manager Implementation Project Known Issues Automated Creation of Item Categories SAP AG Page 4 of 19

5 Additional Guide to Implementing the SAP CRM Service Management rapid-deployment solution / SAP Best Practices for Service Management in CRM (V2.703) 1 Purpose This guide provides step by step information you need to implement the SAP Best Practices for the solution package SAP CRM Service Management rapid-deployment solution resp. SAP Best Practices for Service Management in CRM - using the SAP Solution Builder. This guide is based on the general Quick Guide to Implementing the SAP Best Practices for Customer Relationship Management You must have read and followed the instructions given in this Quick Guide, which is attached to SAP Note This document does not provide a general overview and explanation of SAP Best Practices. For more information about SAP Best Practices concepts, see the related documentation on and follow the links to the Learning Maps. This document is intended for consultants and system administrators who already have a sound knowledge of SAP Best Practices, including the tools and documentation. SAP AG Page 5 of 19

6 2 Solution Overview Both solution packages SAP CRM Service Management rapid-deployment solution V2.703 SAP Best Practices for Service Management in CRM V2.703 are based on the same SAP Best Practices content which is based on Enhancement Package 3 for SAP CRM 7.0 provides an accelerated deployment of the required configuration settings supports Service related business processes. The following list reflects the full implementation scope of these solution packages on a high level; still within an implementation project - the actual implementation scope can be tailored to customer needs. Customers can choose from the following scope: Service Service Order Management Complaints and Returns Management not available with CRM standalone deployment Solution Selling not available with CRM standalone deployment Interaction Center IC Service Request Management with Knowledge Articles IC Service Order Management SAP AG Page 6 of 19

7 3 System Setup and Preparation 3.1 Install SAP CRM Before installing and activating an SAP Best Practices package, the target system landscape must be installed as specified in the Software Requirements document in the SAP Best Practices documentation package. 3.2 SAP Notes Additionally, the relevant SAP Notes specified in the SAP Notes Overview List must be implemented (as outlined in the general Quick Guide for SAP Best Practices for CRM 7.03, in section SAP Notes). If issues become apparent after shipment of this solution package (and hence of this document), SAP notes exist to document how to solve the issues: Before you start the activation of the related SAP Best Practices scope, check the latest versions of the following SAP notes to obtain the latest content, updates and corrections: SAP Note # Description Component SAP Best Practices for CRM Service Management RDS V SAP CRM Service Management rapid-deployment solution V2.703: Latest Updates SV-RDS-CRM SV-SMB-AIO-BP SV-RDS-CRM SV-SMB-AIO-BP SAP AG Page 7 of 19

8 4 Activation of Business Content The following section describes the activities that must be completed before you can activate the SAP Best Practices in the system supported by SAP Solution Builder. For more information, see section Activation of Business Content in the general Quick Guide for SAP Best Practices for CRM Prerequisites Before you can start activating the business processes in SAP Solution Builder, the following activities need to be completed: The system landscape has been set up according to the Software Requirements document in the SAP Best Practices documentation package. The general system settings have been made. For more information, see section General Client Settings in the general Quick Guide for CRM An activation user has been created and set up for activation. For more information, see section Preparing the System for Content Activation in the general Quick Guide for SAP Best Practices for CRM Getting the Business Content for Activation Prerequisites You have created a folder on a mapped network server for downloading the solution scope file (*.xml) and the installation data files (*.txt) as described in the general Quick Guide for SAP Best Practices for CRM 7.03, section Creating an Installation Folder for Content Activation. Perform the activities Getting the Solution Scope File and Getting the Installation Data Files on the same day. If you download them at different times, you may encounter errors due to mismatching Getting the Solution Scope File Use The technical structure for each solution (scenarios, building blocks, and technical objects) of the SAP Best Practices is managed by a solution scope file. Procedure 1. To download the solution scope file, first go to SAP Service Marketplace at 2. Choose the Solution files link and then the link for EHP3 for SAP CRM Download one of the following solution scope.zip files: SOL_RDS_CRM_SERV_CRM703V2_ERP_BP_CRM713Vy.zip (SAP Best Practices for CRM RDS V6.703, with ERP Integration) SOL_RDS_CRM_SERV_CRM703V2_CRM_BP_CRM713Vy.zip (SAP Best Practices for CRM RDS V6.703, for CRM Standalone) y relates to the respective current content add-on version. SAP AG Page 8 of 19

9 4.1.2 Getting the Installation Data Files Use The installation settings (configuration settings and master data) of the SAP Best Practices are managed by the installation data files. Procedure 1. To download the installation data files, first go to SAP Service Marketplace at 2. Choose the Installation data file sets link and then the link for EHP3 for SAP CRM Download the required installation data.zip file(s), for example: 4. INST_FILES_XX_BP_CRM713Vy.zip Installation data files are language-specific and can be identified via the language indicator in the file name. For example, in the ZIP file above you can find another ZIP file with EN (= English) instead XX as part of the file s name. y relates to the respective current CRM content add-on version. Refer to SAP note for an up-to-date list of which languages are currently available Getting Pre-defined Sample Content (Templates) SAP also provides some sample content (templates) for objects, for example surveys or mail forms. You can find this sample content as an attachment (BP_CRM_703_samplefiles.zip) to SAP Note ). You can download these sample files to the local directory you have created in step Creating an Installation Folder for Content Activation and follow the instructions in the respective configuration guides to later upload these samples into the SAP CRM system. Some of these sample files are language-specific. Identify your relevant second language besides English to be used for creating sample master data. Copy all files of this second language folder to the installation data folder and confirm the file replace screen. For example, if you use German as a second language in your project, then copy the files of the folder marked with *DE*. For more information on the installation data folder, see Creating an Installation Folder for Content Activation in the general Quick Guide to Implementing SAP Best Practices for CRM Preparatory SAP HANA Related Activities (Optional) The following sections are only relevant if SAP Best Practices for CRM are planned to be deployed into a SAP CRM system powered by SAP HANA. The execution of these activities is necessary to ensure smooth activation of related SAP Best Practices Installing SAP HANA Studio Use SAP HANA Studio enables technical users to manage the SAP HANA database, to create and manage user authorizations, and to create new or modify existing models of data in the SAP HANA database. It is a client tool, which can be used to access local or remote SAP HANA databases. SAP AG Page 9 of 19

10 Refer to the Software Requirements document for the correct SAP HANA Studio version. Installation of SAP HANA Studio is a prerequisite for the execution of the checks described in the following two chapters. Procedure 1. Download SAP HANA Studio Installer (SAR file) from the SAP Software Download Center (SWDC) at to your local machine. 2. Open the downloaded folder and run the HDBSETUP executable file (SAP HANA Database Installation Manager) to install and update the SAP HANA Studio. 3. When prompted, use option Install new SAP HANA Studio to proceed with the installation. 4. Open the SAP HANA Studio from the Microsoft Windows Start menu: Start All Programs SAP HANA SAP HANA Studio. To work in the SAP HANA database, you need to have a database user who has the privileges (SQL, Analytics) granted directly or indirectly (through roles). The available standard roles are MODELING and MONITORING for performing the basic operations on database objects and to allow read access to data Checking Authorizations in SAP HANA Use s need appropriate authorizations for accessing data within SAP HANA database tables. These authorizations enable data selection within CRM Interactive Reports based on SAP HANA the SAP HANA accelerated Interaction Center Agent Inbox and the Inbox Work Distribution Dashboard. Check with the system administrator to grant the below authorizations to the users. Procedure Set up the following authorizations in the SAP HANA Database system via SAP HANA Studio: 1. Open the SAP HANA Studio from the Microsoft Windows Start menu: Start All Programs SAP HANA SAP HANA Studio. 2. In View SAP HANA Systems, open the SYSTEM user by navigating to the path <SAP HANA System> Security s SYSTEM. 3. In SQL Privileges tab, choose schema SAP_CRM or equivalent mapped schema. To check the equivalent mapped schema, go to the Quick Launch tab in HANA Studio, Choose Schema Mapping within the Setup area to find the Physical Schema of the corresponding Authoring Schema SAP_CRM 4. Choose the privilege SELECT with parameter Grantable to others = Yes. 5. Next, open the schema user SAP<SID> by navigating to the path <SAP HANA System> Security s SAP<SID>. 6. In SQL Privileges tab, choose schema _SYS_BIC and choose the privilege SELECT with parameter Grantable to others = No. In case you do not see the schema for selection, add the SQL object by doing a right click and choose Add Catalog Object. Search for the object _SYS_BIC and choose OK. 7. Repeat the above step for schema _SYS_BI. 8. In the Analytic Privileges tab, add the Analytic Privilege _SYS_BI_CP_ALL by doing a right click and choosing Add Analytic Privilege. Search for the object _SYS_BI_CP_ALL and choose OK. SAP AG Page 10 of 19

11 9. Repeat steps 5-8 for the database user only if the database user is different from the schema user. Result Use the transactiondbco to check the connected database user. You have set-up respectively verified the necessary authorizations Checking Installation of Required SAP HANA Components and Content Use Check that the required SAP HANA components and content are installed in the target system. Depending on scoping decisions that is SAP HANA Analytics for CRM SAP HANA CRM IC Inbox Accelerator SAP HANA Duplicate Check. For details and how-to refer to the Software Requirements document, available via the SAP Best Practices Documentation Package. 4.3 Activation You can now start the automatic activation of business processes. For more information on how to activate your solution, see the general Quick Guide for SAP Best Practices for CRM 7.03, attached to SAP Note , section Activation of Business Content. SAP AG Page 11 of 19

12 5 Security Aspects This section provides an overview of the security-relevant information that applies to the deliverables of this solution package. 5.1 General Security Guidelines The Security Guide SAP enhancement package 3 for SAP CRM 7.0 provides an overview of the security-relevant information that applies to SAP CRM. To access the latest version of this guide, log on to SAP Service Marketplace ( Go to section SAP enhancement package 3 for SAP CRM 7.0 Operate Security Guide. 5.2 Administration and Authentication This section provides an overview of the users specifically required for this solution package. For some technical users the related s recommend SAP_ALL authorization. This authorization profile will provide full authorization rights. If this is not an option for your project, restrict the rights of the activation user according to your company s security policy. Purpose ID Type Created In Initial Password Authorization Profile Comment Activation ID is defined by your system administrator Dialog (Type A) Creation described in general Quick Guide for CRM 7.03 Password is defined by your system administrator SAP_ALL, or defined by your system administrator see recommendation above For more information on the activation user, see the general Quick Guide to Implementing the SAP Best Practices for Customer Relationship Management 7.03 (attached to SAP Note ), sections Administration and Authentication and Roles Management. For more information on how to restrict authorizations for RFC-users, see the following documentation: orizations+for+authorization+object+s_rfc Purpose -ID Type Created in Initial Password Authorization Profile Comment s in CRM system RFC RFCUSER System (Type B) C71 welcome SAP_ALL (see comments above) an RFC (SAP CRM) and following. See SAP Note SAP AG Page 12 of 19

13 Purpose -ID Type Created in Initial Password Authorization Profile Comment RFC (Clnt.000) RFCUSER System C71 welcome SAP_ALL (see comments above) RFC in Client 000 (SAP CRM Client 000) and following See SAP Note RFC RFCUSER System C72 welcome SAP_ALL (see comments above) RFC and following. See SAP Note Workflow WF-BATCH System B08 welcome SAP_ALL (see comments aboe) chapter Creating user WF-BATCH for Workflow and following See SAP Note Mail MAILADM System C4B welcome S_A.SCON chapter Checking Mail ALE Remote (Rep. Clnt) ALEREMOTE System C41 welcome S_BI- WHM_RFC S_BI-WX_RFC chapter Creating ALEREMOTE (REP) Power POWER_USER Dialog (Type A) C04 initial Role: Z_POWERUSE R-S System and Adapting System Evaluation SERV_MAN Dialog (Type A) C08 initial Role: Z_SRV_MGR-M System and Adapting System Evaluation SERV_EMPL Dialog (Type A) C08 initial Role: Z_SRV_EMPL-S System and Adapting System Evaluation SERV_TECH Dialog (Type A) C08 initial Role: Z_SRV_TECH-S System and Adapting System Evaluation IC_MAN Dialog (Type A) C4H initial Role: Z_IC_MGR-M System and Adapting System SAP AG Page 13 of 19

14 Purpose -ID Type Created in Initial Password Authorization Profile Comment Evaluation IC_AGENT_SRV and IC_AGENT_SUP Dialog (Type A) C4S initial Role: Z_ICAGT_SRV- S System and Adapting System s in ERP system RFC RFCUSER System (Type B) C71 welcome SAP_ALL an RFC (SAP ERP) and following. See SAP Note Evaluation SERV_EMPL Dialog (Type A) C25 initial Role: Z_ERP_SRV_E MPL-S System s (SAP ERP) and following You can check the users in transactionsu RFC Destinations This section gives an overview of the RFC destinations required that have been created and used for this package. RFC Destination Description Connection Type Created in Logon Data Comment CRM System Clients <ERP system name>clnt<client> _A OLTP ERP System for Solution Builder Activation 3 (Connection to ABAP System) C71 : <Installation > (ERP) For more details, see configuration guide chapter Creating Solution Builder RFC Destination for the ERP System This RFC destination can be deleted after Solution Builder activation <ERP system name>clnt<client> OLTP ERP System 3 (Connection to ABAP System) C71 : RFCUSER (ERP) For more details, see configuration guide chapter Creating RFC Destination for ERP System <CRM system name>clnt<client> SAP CRM application system 3 (Connection to ABAP System) C71 : RFCUSER (CRM) For more details, see configuration guide chapter Creating RFC Destination for CRM System SAP AG Page 14 of 19

15 RFC Destination Description Connection Type Created in Logon Data Comment SAPCRM_MW_RR_ <CRM client> Processing R&R queues application client L (Logical Destination) C71 : RFCUSER (CRM) For more details, see configuration guide chapter Creating RFC Destination for Replication & Realignment (for application Client) SAPCRM_MW_RR_ 000 Processing R&R queues client 000 L (Logical Destination) C71 : RFCUSER (CRM) For more details, see configuration guide chapter Creating RFC Destination for Replication & Realignment (for Client 000) <CRM system name>clnt<client> _A CRM Interactive Reporting Client for Solution Builder Activation 3 (Connection to ABAP System) C41 : <Installation > (CRM) For more details, see configuration guide chapter Creating Solution Builder RFC Destination for CRM Reporting Client. This RFC destination can be deleted after Solution Builder activation <CRM system name>clnt<client> CRM Interactive Reporting 3 (Connection to ABAP System) C41 : Current For more details, see configuration guide chapter Creating RFC Connection WORKFLOW_LOCA L_<CRM client> SAP Business Workflow L (Logical) B08 : WF-BATCH For more details, see configuration guide chapter Defining Basic Settings for Workflow ERP System Client <SAP CRM System name>clnt<client> SAP CRM System 3 (Connection to ABAP System) C71 : RFCUSER (CRM) For more details, see configuration guide chapter Connecting SAP CRM (SAP ERP) and following You can check the RFC connections in transactionsm Roles Management This section provides an overview of the template roles used for this package. Customer Role (copied from SAP Original Role) Description SAP Original Role Package-specific CRM roles (SAP Best Practices for CRM) Z_A_RDSCRM_CRM SAP Best Practices Activation Authorization Role for RDS CRM (CRM System) SAP_CBPR_A_RDSCRM_CRM SAP AG Page 15 of 19

16 Customer Role (copied from SAP Original Role) Description SAP Original Role Z_POWERUSER-S CRM Power SAP_CBPR_POWERUSER-S Z_SRV_EMPL-S CRM Service Employee SAP_CBPR_SRV_EMPL-S Z_SRV_MGR-M CRM Service Manager SAP_CBPR_SRV_MGR-M Z_SRV_TECH-S CRM Service Technician SAP_CBPR_SRV_TECH-S Z_IC_MGR-M CRM Interaction Center Manager SAP_CBPR_IC_MGR-M Z_ICAGT_SRV-S CRM Interaction Center Agent Service SAP_CBPR_ICAGT_SRV-S Package-specific ERP roles (SAP Best Practices for CRM) Z_A_RDSCRM_ERP SAP Best Practices Activation Authorization Role for RDS CRM (ERP System) SAP_NBPR_A_RDSCRM_ERP Z_BILLING-S1_1 Billing Administrator (CRM Service) SAP_NBPR_ BILLING-S1_1 Z_WAREHOUSECLERK-S1_1 Warehouse Clerk (CRM Service) SAP_NBPR_ WAREHOUSECLERK-S1_1 SAP CRM standard roles Z_CRM_UIU_FRAMEWORK CRM Role for UIU Framework SAP_CRM_UIU_FRAMEWORK Z_CRM_OR_ADMIN CRM Interactive Reporting Administrator Role SAP_CRM_OR_ADMIN Z_CRM_OR_USER CRM Interactive Reporting Role SAP_CRM_OR_USER Z_PCC_ERMS_ADMIN Response Management System Administrator SAP_PCC_ERMS_ADMIN The CRM package-specific authorization roles are delivered via the SAP Best Practices for CRM content add-on BP-CRM 713v<versionnumber> (see SAP note for latest version). To be able to copy the package-specific roles to your system, you must have installed the content add-on, even if you plan to implement the solution package manually. For more information, see section Copying Roles to Customer Name Space of CRM WebClient UI - Basic Settings (C04). You can check the roles in transactionpfcg. SAP AG Page 16 of 19

17 6 SAP Solution Manager Template Content SAP Solution Manager is a central tool to support the implementation of SAP rapid-deployment solutions. The specific content for each rapid-deployment solution is delivered in the form of project templates in the SAP Solution Manager. For information about the minimum required component versions of both SAP Solution Manager and SAP Solution Manager content, refer to the Software Requirements document in the SAP Best Practices documentation package. Download the latest available ST-RDS content support package from the SAP Software Download Center on SAP Service Marketplace ( Choose Installation and Upgrades Browse our Download Catalog. In the list, choose SAP Rapid Deployment solutions SAP Solution Manager Implementation Content ST-RDS 100). 6.1 Preparation of Logical Components Used in SAP Solution Manager Implementation Project This solution package is designed for a specific system landscape that is represented by its logical components. By preparing and mapping the logical components to the actual physical systems in the landscape it enables you to configure the systems directly using SAP Solution Manager. The logical component in SAP Solution Manager is an identifier provided by SAP for the combination of product and product version. When selecting the SAP Solution Manager template later on, the logical component provided by SAP will automatically be mapped with the logical component in the customer system landscape with the same combination of product and product version to set up access from SAP Solution Manager to the correct customer system. Make the following entries (IT administrators, using transactionsmsy): Delivered Logical Component Product Product Version Product Instance Logical Component (Customer Namespace) CRM70_EHP3_APPL_SER V_ABAP SAP CRM Enhancement Package EHP3 for SAP CRM 7.0 CRM Application Server ABAP <Choose a name> ERP60_EHP7_CENTRAL_A PPLICATION SAP ERP Enhancement Package EHP7 for SAP ERP 6.0 Central Applications <Choose a name> The definition should look similar to the following example (replace the example data with your own data): Logical Component Development System Evaluation System Remark Z_CRM70_EHP3_CRM_APPL_SERV_ABAP_C7Y_167 Q11:002 Q11:020 CRM Client Z_ERP60_EHP7_CENTRAL_APPL_E6X_167 Q64:002 Q64:020 ERP Client SAP AG Page 17 of 19

18 On the ERP side, the template s content has only been validated with SAP ECC 6.0 EHP7. For more information on how to create a SAP Solution Manager project and selecting the template in the SAP Solution Manager system refer to the chapter Creating the SAP Solution Manager Project and Selecting the Template in the Solution Manager Template Description which can be accessed from the SAP Best Practices documentation package. For more information on how to blueprint and implement the process scope in the SAP Solution Manager refer to the chapter Blueprinting and Implementing the Business Content in the same document. For more information about the system landscape in SAP Solution Manager, see the SAP Solution Manager documentation on SAP Help Portal: Application Lifecycle Management SAP Solution Manager SAP Solution Manager 7.1 Application Help SAP Library SAP Solution Manager 7.1 SPXX: English SAP Solution Manager Operations Solution Manager System Landscape (SMSY) or Landscape Management Database (LMDB). SAP AG Page 18 of 19

19 7 Known Issues 7.1 Automated Creation of Item Categories The activation of IMG activity CRM_POSTYPEN_001 (creation of new item categories) always ends with error Language-dependant entries for object CRMV_SALES_ITEM could not be activated. As you will realize, nevertheless the item categories have been created with all necessary settings being made. The reason can be found in the SPRO IMG activity itself: In view table CRMV_SALES_ITEM some entries were defined as language-dependant, although there is nothing language-dependant about setting flags and selecting pre-defined rules. New item categories were automatically created with the activation of the following building blocks: C35 CRM Interaction Center - Service Request Management C3H CRM Service Process (with ERP Integration) C3I CRM Service Process (CRM Standalone) C3J CRM Service Contract C3O CRM Service Resource Planning C3S CRM Service Plan C28 CRM Complaints and Returns SAP AG Page 19 of 19

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