SAP CRM 7.02 SAP CRM 7.02, version for SAP HANA October 2012 English Document Version 3.1

SAP CRM 7.02 SAP CRM 7.02, version for SAP HANA October 2012 English Document Version 3.1 Quick Guide to Implementing the SAP Best Practices for Enhancement Package 2 and Enhancement Package 2, Version for SAP HANA, for Customer Relationship Management 7.0 SAP AG Dietmar-Hopp-Allee 16 69190 Walldorf Germany

Copyright 2013 SAP AG or an SAP affiliate company. 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. National product specifications may vary. 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 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. Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices. SAP AG Page 2 of 29

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 as F2) 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 29

Contents 1 Purpose... 5 2 System Setup & Preparation... 6 2.1 Release and Support Package Level... 6 2.2 SAP Notes... 7 2.3 General Client Settings... 7 2.3.1 Client Roles... 7 2.3.2 Further Client Settings... 8 2.3.3 Creating an Installation Folder for Content Activation... 8 2.3.4 Creating a r for Activation of SAP Best Practices Content... 9 2.3.5 Creating Transport Requests for Activation... 10 2.3.6 Deselecting Activation Links in BC Sets... 11 2.3.7 Setting the Maximum Work Process Run Time... 11 2.3.8 SAP Scripting... 12 2.3.9 Set Default Timeout for HTTP and HTTPS Services... 13 2.4 Preparing the System r for Content Activation... 13 2.4.1 SAP Software Change Registration (SSCR): Developer Key... 13 2.4.2 Unicode Settings... 14 2.4.3 Deactivate Info Dialog Box on Dynpro Size Check... 14 2.4.4 Allow GUI Scripting... 14 2.5 Installation of Language- or Country-Specific Content... 15 3 Activation of Business Content... 17 3.1 Automated Activation of Processes... 17 3.1.1 Getting Started and Navigation... 17 3.1.2 Importing the Solution Scope File... 18 3.1.3 Maintain Path to Installation Data... 18 3.1.4 Set Documentation Path for Solution Builder... 19 3.1.5 Upload the Installation Data... 19 3.1.6 Maintain Solution Settings: Select Languages... 20 3.1.7 Scope Your Solution... 20 3.1.8 Personalize the Solution... 21 3.1.9 Maintaining System Landscape Information for Solution Builder... 21 3.1.9.1 Creating a Solution Builder RFC Destination for an integrated SAP System... 22 3.1.9.2 Assigning RFC Destinations to Target Systems... 23 3.1.10 Starting Activation... 23 3.1.11 Manual Interaction and Error Handling During Activation... 25 3.1.12 Processing General Errors during Automated Installation... 26 3.1.13 Deployment of Multiple CRM Solution Packages in One Client... 27 3.2 Manual Implementation... 28 4 Security Aspects... 29 4.1 r Administration and Authentication... 29 SAP AG Page 4 of 29

Quick Guide to Implementing the SAP Best Practices for Customer Relationship Management 702, and 702 Version for SAP HANA 1 Purpose This Quick Guide provides step by step information you need to implement the SAP Best Practices for Enhancement Package 2 for CRM 7.0 (CRM 7.02), respectively Enhancement Package 2 for CRM 7.0, version for SAP HANA, using the SAP Best Practices Solution Builder. This Quick Guide serves as a foundation for several additional, that is, package-specific Quick Guides for Best Practices and Rapid Deployment solutions based on CRM 7.02 resp. CRM 7.02, version for SAP HANA. Before proceeding with this document you must have done the following: Defined the scope relevant for your project Finalized technical prerequisites Staffed and made available the required resources SAP Best Practices for CRM are typically implemented in a new SAP CRM system, i.e. no existing business processes in the customer s system landscape have to be considered and integrated. However SAP Best Practices for CRM can also be an option for existing SAP CRM customers. Such deployments require very detailed knowledge about the already implemented business processes and the business processes to be implemented by the respective package. Refer specifically to the Step-by-Step Guide of the SAP CRM rapid-deployment solution (V4.702) for guidance regarding how to proceed and what to consider from an implementation perspective in case of planned deployments in running SAP CRM systems. This document does not provide a general overview and explanation of SAP Best Practices. For more information about the Best Practices concepts, see the related documentation on http://service.sap.com/solutionpackages and follow the links to the Learning Maps. This document is intended for the following project roles, which already have a sound knowledge of SAP Best Practices, including the tools and documentation: System administrators Basis consultants Business consultants If you are not familiar with the SAP Best Practices tools, refer to the document SAP Best Practices Tools on http://service.sap.com/bestpractices, and choose: Learning Center -> Learning Map for SAP Business All-in-One. SAP AG Page 5 of 29

2 System Setup & Preparation The customer must provide the system landscape, that means, install the required software components, to enable the project team to implement and configure the scope of SAP Best Practices for CRM. For more information about requirements for the following areas see the Software Requirements document for your solution package: System Landscape Software (Components and Add-ons) You can find the Software Requirements document here: For solution package type Rapid Deployment Solution SAP Best Practices for BAiO In the Step-by-step guide, under Start: Confirm Installation. Best Practices documentation package, under Explore: Install SAP Applications. Additionally, the SAP Notes specified in detail in section SAP Notes in this guide must be implemented. 2.1 Release and Support Package Level The deliverables of SAP Best Practices packages were developed and tested in a system landscape with specific release and support package (SPS) level. If the SPS level in your system is different, there may be errors during the activation. You may be able to perform the activation activities manually using the configuration guides, but errors may still occur. Make sure that your system meets the minimum SPS level requirements. In case your system has an exceptional SPS level compared to the SAP Best Practices requirements, only limited support can be provided. If you need a higher SPS level in your system, for example, because of additional functionality, first import and activate the SAP Best Practices package on the SPS levels as mentioned below, then update your system to the target SPS level. The support package levels relevant for the solution package is documented in the respective Software Requirements document. You can find the Software Requirements document in one of the following ways: For Solution Package Type Rapid Deployment Solution Best Practices In Step-by-step guide, under Start: Confirm Installation. Best Practices documentation package, under Explore: Install SAP Applications. Receiving the Software at the Correct SP Level For delivery of the software, an installation number and a corresponding license agreement are required. An S-USER is required to order software in the Software Catalog or download from the SAP Software Download Center (SWDC) on SAP Service Marketplace (SMP). You can only order unrestricted SAP software. Contact the SAP contract department to ask for a physical shipment or create a customer message on component XX-SER-GEN-CONTR. For downloading SPSs, use the Maintenance Optimizer in your SAP Solution Manager system. You can also select relevant SPSs manually one-by-one via the SWDC on SAP Service Marketplace: https://service.sap.com/swdc Support Packages and Patches A-Z Index SAP AG Page 6 of 29

Only the current Service Release (SR) is delivered to SAP customers/partners via the SWDC on SMP and standard delivery (for example, the Software Catalogue). If you encounter the situation that the required SPS for correct SAP BP packages activation is based on a SPS level LOWER than the current Service Release, the request for the necessary SPS is handled by a customer message. For details, see SAP Note 925690 Standard Ordering s for SAP Software. 2.2 SAP Notes Before you start the activation of the related SAP Best Practices scope, check the latest version of the SAP Note for SAP Best Practices for CRM 7.02 Solution Packages. This asset also contains updates and corrections for problems that have become apparent after shipment. Also follow the guidance and instructions provided by SAP Note 1301301 Release Strategy for SAP Best Practices Package ABAP Add-ons. This SAP Note also refers to other notes. Always check the referenced notes and follow the instructions. SAP Note # Description Component 1698296 SAP Best Practices for CRM 7.02 Solution Packages SV-RDS-CRM Attached to this note is the asset SAP Notes Overview List (xls). Make sure to implement especially the notes marked as mandatory. Note that two separate assets exist: one related to non-hana deployments, and a separate one related to HANA based deployments! Verify you work with the right one. 1301301 Release Strategy for SAP Best Practices Package ABAP Add-ons SV-SMB-AIO-BP Attached to this add-on-specific note you can find the corrections for the add-on. Always also apply the latest correction transport for the corresponding add-on! Ensure that all SAP Notes are followed respectively implemented that are mentioned in this guide. Apply all SAP Notes to the system via the SAP Note Assistant (transaction SNOTE). All SAP Notes must have the implementation status Completely implemented. Some SAP Notes require manual action before you set the status to Completely implemented. To avoid activation errors as a result of generating loads, perform a mass generation using transaction SGEN as described in SAP Note 481548. 2.3 General Client Settings After you have set up the required system(s), make the following settings to enable automatic or manual content activation. 2.3.1 Client Roles The system must not comprise any clients with the role productive client. If the system contains a productive client, BC sets cannot be activated as required. As a consequence, the automatic SAP AG Page 7 of 29

activation of SAP Best Practices content using the SAP Best Practices Solution Builder is not possible. To check and maintain the settings of clients in your system, use transaction code SCC4. 2.3.2 Further Client Settings To check and maintain the settings of clients in your system, use transaction code SCC4. Changes and Transport for Client-specific Objects To activate SAP Best Practices packages, an automatic recording of changes is required. To ensure that all the changes are automatically recorded in a change request, in Changes and Transport for Client-specific Objects group box, choose Automatic recording of Changes. Cross-client Object Changes During the activation of an SAP Best Practices package cross-client objects are created. Crossclient functions include all cross-client customizing objects (for example, factory calendar) and all objects of the SAP Repository (Reports, module pools, screens, Data Dictionary, and so on). To enable changes to cross-client objects, in the Cross-Client Object Changes group box, choose Changes to Repository and Cross-client Customizing allowed. In case you have not allowed changes to Repository and cross-client Customizing, you will be asked during activation of the package if these settings should be done automatically by the Solution Builder. If you reject the required changes, the activation cannot be executed automatically. 2.3.3 Creating an Installation Folder for Content Activation The scoping, personalization, and installation phase of the Solution Builder require solution scope and installation data files in a local directory. 1. Create an installation data folder on a server that can be accessed from within the SAP system in which you want to install the SAP solution package. Ensure that the folder fulfills the following criteria: The persons who install the SAP solution package must have the necessary user rights to access this folder. The length of the directory path must not exceed 128 characters. The folder must not be located on the root directory of your local drive (for example, C:\). 2. Extract the files from the.zip files you downloaded in the previous step into the folder you created in step 1. You should have one solution scope file (*.xml) and many variant files (*.TXT). Result You can use this folder to store all downloaded data files for solution scope, installation data and import the files into SAP Solution Builder. If your solution package also provides sample content (for example, survey templates), you can download this sample content here, too. SAP AG Page 8 of 29

2.3.4 Creating a r for Activation of SAP Best Practices Content In this activity, you create a user to run the activation of the related SAP Best Practices scope. We recommend that you use only one r ID to activate the SAP Best Practices content. Thus you avoid changing ownership during the activation of the solution. SAP Best Practices does not supply separate customizing or setup roles (according to the security guideline). Instead, use the functions provided in Role Maintenance (transaction PFCG). Here you can define a role corresponding to your individual IMG project with all the authorizations you need to access the corresponding IMG activities required for the SAP Best Practices scope. For more information about defining a role for a Customizing project, see the documentation for transaction PFCG. Alternatively you can use the authorization profile SAP_ALL and remove the profile after activation. If this authorization does not apply to your authorization concept, you can restrict the rights of the user according to your internal authorization guidelines. Without profile SAP_ALL, issues may occur during activation which must be solved. If authorization issues occur during activation, you can use transaction SU53 to get information on the missing authorizations and extend the authorizations as necessary. 1. To carry out the activity, choose one of the following navigation options: SAP Menu Transaction Code Tools Administration r Maintenance rs SU01 2. On the r Maintenance: Initial Screen, in the r field, enter <r-id> and choose Create. 3. Choose the Address tab. 4. Make the following entries: Field name r action and values Note Last name First name <Last name of the user> <First name of the user> 5. Choose the Logon Data tab. 6. Make the following entries: Field name r action and values Note Password r type <initial password> Dialog 7. Choose the Defaults tab. 8. Make the following entries: Field name r action and values Note Logon language EN Decimal notation 1.234.567,89 Date format DD.MM.YYYY SAP AG Page 9 of 29

Output Device <your printer name> 9. Choose the Roles tab and enter the user role you have created that contains the necessary authorization profile. 10. Save your entries. Result Alternatively you can assign the profile SAP_ALL on the Profiles tab. Make sure that this profile corresponds to your internal security guidelines. You have created a user to activate SAP Best Practices content. Repeat the steps above for all systems and clients you use. Make sure that you always create the same user in all systems and clients. Directly after activation of the SAP Best Practices content, remove the authorizations you have given to the system user who has performed the activation steps. This is for security reasons to avoid that the system user misuses the authorizations granted before. 2.3.5 Creating Transport Requests for Activation The activation users created in the preceding section require a workbench and a customizing request for running the activation using the SAP Solution Builder. Transport requests can be created during activation. However, if the activation user is not allowed to create own requests, the system administrator must create these requests in advance and they can be assigned during activation. For manual activation (See section Manual Implementation), the system administrator must also create the transport requests manually. 1. Run the following procedures, choose the following navigation option: Transaction Code SE01 Creating a Customizing Request 2. On the Transport Organizer (Extended View) screen, choose the Transport tab-page and click on the Create button. 3. On the Create Request dialog box, choose Customizing request. 4. Press Enter. 5. On the Create Request dialog box, enter a Short Description. 6. Save your entries. Creating a Workbench Request 2. On the Transport Organizer (Extended View) screen, click on the Create button. 3. On the Create Request dialog box, choose Workbench request. 4. Press Enter. 5. On the Create Request dialog box, enter a Short Description. 6. Save your entries. SAP AG Page 10 of 29

Result A workbench and a customizing request have been created to activate the BP CRM solution content. Repeat the steps above for all systems and clients you use. If necessary, assign the transport requests to the relevant activation users. 2.3.6 Deselecting Activation Links in BC Sets We recommend that you turn off the creation of activation links for BC Sets. By doing this, you can significantly increase activation speed and avoid errors. 1. To run the following activity, choose the following navigation option: SAP Menu Transaction Code Tools Customizing Business Configuration Sets Activation of BC Sets SCPR20 2. On the Business Configuration Sets: Activation screen, choose Utilities System Settings. 3. Choose Change (Shift + F1). 4. In the Activation section, select the radio button for Do Not Create parameter. 5. Confirm the information message and save your settings. 2.3.7 Setting the Maximum Work Process Run Time Dynamic switchable profile parameters (indicated by a flag in the check box of the parameter) have to be checked before activation. Therefore, check and adapt the following profile parameters. For the activation of the SAP Best Practices for CRM, the parameter value for maximum work process run time must be increased because there are some processes that must be performed in dialog and that last for more than 10 minutes. 1. Run the following activity: Transaction Code RZ11 2. On the Maintain Profile Parameters screen, make the following entries: Field name Description r action and values Note Param. Name Profile parameter name rdisp/max_wprun_time 3. Choose Display. 4. On the Display Profile Parameters Attributes screen, select Change values. 5. On the Change Parameter Value screen, make the following entries. Parameter Name Description New value Note rdisp/max_wprun_time Max work process runtime 3600 Check and adapt the value if the value is SAP AG Page 11 of 29

Parameter Name Description New value Note <3600 6. Save your entries. Result The parameter is changed. This change only becomes effective when you log off and then log on to the system again. Switch back to the default value after activating the SAP CRM solution package. The change is lost when you restart the server (as all profile parameters). If you must restart the server, repeat these settings. 2.3.8 SAP Scripting ecatts are used to automate the activation of SAP CRM rapid-deployment solution configuration settings. Before activation, allow ecatt processing in the system by setting the profile parameter sapgui/user_scripting. The value for Enable or disable user scripting on the front-end must be set to true. 1. Run the following activity: Transaction Code RZ11 2. On the Maintain Profile Parameters screen, make the following entries: Field name Description r action and values Note Param. Name Profile parameter name sapgui/user_scripting 3. Choose Display. 4. On the Display Profile Parameters Attributes screen, select Change values. 5. On the Change Parameter Value screen, make the following entries: Field name Description r action and values Note New Value New Value for user scripting TRUE Enable SAP Scripting 6. Choose Save. When you save the change, the window closes and the current value of the parameter changes to TRUE. This change only becomes effective when you log on to the system again. If the parameter is set in RZ11, you lose the change when you restart the server. SAP AG Page 12 of 29

2.3.9 Set Default Timeout for HTTP and HTTPS Services We recommended that you set the following system parameters for both services TIMEOUT and PROCTIMEOUT to 300 seconds or 600 seconds. The default is 60 seconds. 1. Run the following activity: Transaction Code RZ10 2. On the Edit Profiles screen, enter your instance profile. 3. In the Edit Profile box, select the radio button for Extended maintenance and choose Change. 4. On the Maintain Profile screen, make the following entries: Parameter Name Description New value Note icm/server_port_<*> Standard value for *: 0: http, 1 or 2: https 300 or 600 Set to 300 or 600 (seconds) for TIMEOUT and PROCTIMEOUT icm/server_port_0 = http PORT=8000 PROCTIMEOUT=300 TIMEOUT=600 Example icm/server_port_2 = https PORT=44300 PROCTIMEOUT=300 TIMEOUT=600 Example 5. Choose Back. 6. Choose Save. 2.4 Preparing the System r for Content Activation 2.4.1 SAP Software Change Registration (SSCR): Developer Key You must register the user ID that you use for activation as developer on SAP Service Marketplace (SAP Software Change Registration (SSCR)). For more information, see SAP Note 86161. The SSCR developer key is needed, because the user ID used for SAP Best Practices activation creates and changes objects from the customer name range during the SAP Best Practices activation process. If the SAP Best Practices activation user is not registered as a developer, the automated SAP Best Practices activation incurs errors. 1. Access the SAP Service Marketplace at http://service.sap.com/sscr. 2. On the SAP Software Change Registration (SSCR) start page, you get the detailed user documentation on how to proceed to get the SSCR developer key. An SSCR developer key is a 20 character combination of digits that is queried when an SAP ERP user tries to create or change an object from the customer name range FOR THE FIRST TIME. The prompting message for the developer key appears once for each SAP ERP user; if registration is successful, this SAP ERP user is no longer SAP AG Page 13 of 29

prompted to enter a developer key. The SSCR developer key is generated from the installation number of the affected installation and the SAP ERP user name. 2.4.2 Unicode Settings Before each user logs on to the system for the first time, his/her local GUI must be set to use the Unicode code page. 1. From the SAP Logon pad, select your system ID. In the context menu, choose Properties. 2. On the System Entry Properties dialog box, choose the Code Page tab. 3. On the Encoding dropdown, select Unicode (UTF-16BE). 4. Choose OK. 2.4.3 Deactivate Info Dialog Box on Dynpro Size Check This section is only relevant for SAP internal users. To prevent the dialog box Sizing conflicts may appear from appearing during activation, you can deactivate the screen size check. for GUI Version Below 720 1. Log on with the user in the system. 2. Choose the first button on the right of the standard toolbar (Customize Local Layout) or choose ALT + F12. 3. Choose the Options menu item. 4. Choose the SAP Internal node. 5. Choose the SAP Internal page. 6. Deselect the Enable Dialog Box for Dynpro Size Check checkbox. 7. Choose OK. for GUI Version 720 1. Log on with the user in the system. 2. Choose the first button on the side of the standard toolbar (Customize Local Layout) or choose ALT + F12. 3. Choose the SAP Internal node. 4. Choose SAP Internal. 5. Deselect the Enable Dialog Box for Screen Size Check checkbox. 6. Choose OK. 2.4.4 Allow GUI Scripting Perform this activity so that ecatts GUI scripts can be executed with your GUI. for GUI Version Below 720 1. Log on to the system. SAP AG Page 14 of 29

2. Choose the first button on the right side of the standard toolbar (Customizing of Local Layout) or choose ALT + F12. 3. Select the Options menu item. 4. Choose the Scripting tab. 5. Select the Enable scripting checkbox. 6. Deselect the checkboxes Notify When a Script Attaches to a Running GUI and Notify When a Script opens a Connection. 7. Choose OK. for GUI 720 and above 1. Log on to the system. 2. Choose the first button on the right of the standard toolbar (Customize Local Layout) or choose ALT + F12. 3. Choose the Options menu item. 4. Choose the Accessibility & Scripting node. 5. Select the Scripting page. 6. Select the Enable scripting checkbox. 7. Deselect the checkboxes Notify When a Script Attaches to a Running GUI and Notify When a Script Opens a Connection. 8. Choose OK. Result You are now able to use your GUI to execute ecatts GUI scripts in the system. 2.5 Installation of Language- or Country-Specific Content SAP CRM supports a wide range of languages. The preconfiguration of SAP Best Practices for SAP CRM is also available in various languages. For detailed and latest information regarding language availability, see the SAP Note specific for your CRM solution package, which is linked to the overall CRM Best Practices SAP note SAP Note # Description Component 1698296 SAP Best Practices for CRM 7.02 Solution Packages (http://service.sap.com/sap/support/notes/1698296) SV-RDS-CRM When you use the SAP Best Practices Solution Builder, language-specific customizing and master data is automatically installed in the CRM system. For manual configuration activities, you must manually maintain language-specific texts. In this case, the translation is provided in the respective configuration guides. Typically, configuration content is activated in the master language English and a second local language. You can also activate content in additional languages. The language-specific customizing also includes basic customizing settings related to country, currency, factory calendar, and the language itself. Additionally, the country has impact on the example master data (for example, business partner address data) that is created based on the preconfiguration. That means the language-specific preconfiguration content is always implicitly related to a country. The following table indicates the relation of some languages to specific countries as they apply to CRM solution packages. Note however, that this list is not a list of available translations. Always check in the SAP Note for your solution package, which languages are available for your package. Language Country of Reference SAP AG Page 15 of 29

English (EN) German (DE) Spanish (ES) French (FR) Italian (IT) Japanese (JA) Portuguese (PT) Russian (RU) Chinese, simplified (ZH) Arabic (AR) United States of America Germany Spain France Italy Japan Portugal Russia China Saudi Arabia Apart from above-mentioned language-specific or country-specific configuration and master data, localized (country-specific) versions of the implementation content (preconfiguration) for the SAP CRM solution package are not available. If you need to implement the SAP CRM solution package based on above languages but for other countries, manual adjustments are necessary. SAP AG Page 16 of 29

3 Activation of Business Content In the Rapid Deployment Solutions implementation methodology (step-by-step guide), you have now completed the Start phase and are moving on to phase Deploy: Activate Solution. In the Best Practices methodology, the documentation package, you are now moving on to the steps Explore: Activation and Explore: Manual Configuration. The following section describes the activities that are carried out by the consultant activating SAP Best Practices in the system ( activation user ). Prerequisites Before you can start activating the business content, ensure that the following prerequisites are met: System Landscape The system landscape is up and running according to the Software Requirements document. You can find the Software Requirements document in one of the following ways: For Solution Package Type Rapid Deployment Solution Best Practices In Step-by-step guide, under Start: Confirm Installation. Best Practices documentation package, under Explore: Install SAP Applications. Activation Language Make sure that your logon language is always English (and NOT your local language) for all activation activities. Business Content for Activation You have downloaded the solution scope files and the installation data files for your solution package from the SAP Software Download Center (SWDC) to the installation data folder that you have created in section Creating an Installation Folder for Content Activation in this guide. For some packages, you can download additional business content. For more information, see section Getting the Business Content for Activation in the Additional Guide for your specific CRM solution package. 3.1 Automated Activation of Processes Make sure that you only have one single SAP GUI session running when you activate SAP Best Practices. If you run several SAP GUI sessions, some automated installation activities may run into errors. 3.1.1 Getting Started and Navigation After successful installation, the Solution Builder is started by using the transaction code - there is no menu path in the standard SAP menu. 1. To start the SAP Solution Builder, use the following navigation option: SAP AG Page 17 of 29

Transaction name Transaction code Solution and Implementation /n/smb/bbi We recommend that you add the transaction for the Solution Builder (/SMB/BBI) to the favorites of your SAP user menu. 2. The Solution Editor screen appears, listing all solutions available in the system. The solution list is empty the first time you enter the Solution Editor (if no other users have uploaded or created solutions in the system). 3.1.2 Importing the Solution Scope File In order to install the SAP Best Practices content using the SAP Solution Builder, upload the Solution Scope File (XML) containing business processes and building blocks into the CRM system. 1. On the Solution Builder Solution Editor screen, from the menu, choose Solution Import. 2. On the Select one format to import dialog box, choose the Import XML file button. 3. On the Select the XML file dialog box, browse to the location of your XML file (in the folder you created during step Creating a Folder for the SAP Best Practices Activation, see above), select it, and choose Open. 4. Set the uploaded solution as the favorite solution: choose Solution Set Favorite. 3.1.3 Maintain Path to Installation Data The solution scope and the installation data define the solution content that is implemented. To simplify the procedure and to avoid confusion with different sets of installation data, we strongly recommend to assign the path of the installation data directory to the solution. This is done in the user settings (because path information is often user-dependent). This is an important step for consultants who have imported multiple solutions in the solution builder. 1. On the Solution Builder Solution Editor screen, choose Goto r Settings from the menu. 2. On tab page Solution Specific - Installation Data, select the installation folder where the installation data files (TXT) have been stored. a. When using installation files that have been uploaded to the solution before (for more information, see Upload the Installation Data ), deselect checkbox Allow Activation With External Data. b. When using installation files that have been externally stored on an installation folder, select checkbox Allow Activation With External Data 3. Choose OK to confirm the settings. SAP AG Page 18 of 29

Result The user settings are solution-specific. To maintain the user settings for another solution, select this other solution as a Favorite before maintaining the solutionspecific user settings. The path to the installation data directory that is assigned to the solution is now set as default entry for the particular solution. 3.1.4 Set Documentation Path for Solution Builder By setting the path to SAP documentation in SAP Solution Builder, the relevant configuration guides automatically appear during activation. This enables you to process manual installation steps. 1. From the SAP Best Practices Solution Builder menu, choose Goto r Settings. 2. Choose the External Documents tab. 3. Choose the Display <> Change button. 4. Choose the Insert Row button. 5. Make the following entries: Parameter DOCUMENTATION Value http://help.sap.com/saap/sap_bp/bblibrary/html 6. Choose Save. 7. Choose Back. 3.1.5 Upload the Installation Data Prerequisites The installation data files have been downloaded to the local directory you created in step Creating an Installation Folder for Content Activation. The Solution Scope file has been uploaded into the CRM system. For the user who activates this solution, the following user settings must be set under Solution Builder Solution Editor Goto r Settings, tabstrip General: Deselect the setting Check consistency with ecatt definitions during Installation data upload. Deselect checkbox Enable activation with BC Set API. 1. From the SAP Best Practices Solution Builder main menu, choose Upload Installation Data (Ctrl + F5). 2. On the Upload and Download external file data dialog box, browse to the location of your installation data files, select the files, and choose Continue. SAP AG Page 19 of 29

3.1.6 Maintain Solution Settings: Select Languages The configuration content (customizing) of BP CRM is provided in several languages. On solution level, you can define which languages will be activated for language-specific customizing. In the default settings, all languages supported by BP CRM are selected. Reduce the list of languages only in the following cases: Only a subset of languages is required for your solution. Some languages that are active on solution level have not been installed in your CRM system. 1. On the Solution Builder Solution Editor screen select your favorite solution. 2. Choose Change Solution. 3. In the Change Solution dialog box and screen area Released Languages, deselect those languages that are not relevant for your project or that are not installed in the CRM system. Language EN always has to be active. transaction SMLT to identify the installed system languages. 4. Choose Enter. Result All languages that are relevant for the activation of the appropriate solution have been selected. 3.1.7 Scope Your Solution All processes of an uploaded solution represent the maximum scope that can be implemented. Depending on the individual requirements, a smaller solution scope may be sufficient. The scoping tool provides an easy to use graphical user interface that provides additional details about each process, and an easy select/deselect-function to add or remove processes in a scope. Prerequisites You have imported the solution scope file (XML) successfully. 1. From view Solution Builder Solution Editor, choose Solution Create.Customer Solution (Ctrl+F9). The scope matrix for your CRM solution appears. 2. Initially all processes are selected. Click on a process And choose Details to get more information about a process. 3. Deselect the process to remove it from the scope. 4. After completion of scoping, choose Save Data to save your result. 5. Enter a Solution ID and a Description for your individual scope. 6. Choose Back. Result The custom solution with the selected scope of processes is created. If you have uploaded the installation data before the scoping process (as described SAP AG Page 20 of 29

in this documentation), the installation data is copied automatically to the custom solution. In this case, you do not need to perform an upload of installation data for the custom solution. To continue the following operations regarding your custom solution, ensure that your solution has been defined as Favorite solution (On the view Solution Builder Solution Editor, choose the Favorite button). 3.1.8 Personalize the Solution This step is mandatory to check the interfaces and integration points in the back end client. It is essential for the activation of the package that all personalization steps are executed accurately. Wrong maintenance of the personalization and integration data may lead to issues during the activation and the usage of the package. 1. Choose Personalization (Ctrl+F8) On the Generic Personalization Composer screen, you can see all activities that are can be personalized. These personalization steps are mandatory to handle the back end client integration. 2. Navigate to all activities and double-click the activity to maintain the required data. A document is attached for each step. These documents describe which data has to be maintained and how to determine the required values in the back end client. To open the document, choose Display documentation. Make any personalized entries and set the status to document the progress of your personalization activities. 3. Save your entries. Result You have personalized the solution. You can get the list of default values and their personalized values. To generate a list containing default and personalized values refer to SAP Note 1421667. 3.1.9 Maintaining System Landscape Information for Solution Builder When you activate integrated processes via the Solution Builder, access to different systems is required (e.g. to ERP or BW). Therefore, you must maintain RFC connections and assign them to the project. You make these settings in the Solution Builder System Landscape Maintenance dialog. This step is only necessary if you activate your solution using SAP Solution Builder. If you configure your system manually, skip this step. You also need to maintain system landscape information if you implement CRM as standalone deployment. In that case however leave the values for the fields SAP_DEFAULT, ECC, CRM and REP blank. SAP AG Page 21 of 29

3.1.9.1 Creating a Solution Builder RFC Destination for an integrated SAP System In this activity, you set up RFC connections in Solution Builder to activate your solution in integrated systems, for example CRM with SAP ERP, or with SAP BW. 1. Access the activity using one of the following navigation options: Transaction code SAP CRM IMG menu SM59 Customer Relationship Management CRM Middleware and Related Components Communication Setup Define RFC Destinations 2. Choose Create (F8). 3. Enter the following data: Field RFC Destination Connection Type Description Entry <system name>clnt<client>_a (the postfix _A is mandatory), for example: RT1CLNT100_A 3 (Connection to ABAP System) Include the solution name, for example: OLTP ERP System for Solution Builder Activation 4. Choose Enter. Technical settings Load Balancing Target host System number No <Target host ERP or BW system>, e. g. pwdf0421 <System number of ERP or BW system> Logon/Security Trusted Relationship Status of Secure Protocol Language Client r Password No Inactive <blank> <ERP or BW client> <Installation user created according to this Quick Guide> <Enter the password> Unicode Communication Type with target system Set the Unicode flag if the Unicode Test has been executed successfully. You can perform this test by choosing Unicode Test in the menu area. The RFC destination has to be saved first before the test can be performed. An information message appears (Example of a message: Target is a Unicode system (character size 2 )). 5. Save your RFC destination. SAP AG Page 22 of 29

Result You have successfully created the RFC connection. You can now test your newly created RFC connection using the Connection Test button. You can also test the RFC connection using the menu path Utilities Test. Then you can choose Connection Test or Authorization Test. The connection test performs only a technical test (Host, IP Address) of the target system. The authorization test performs an invisible logon to the target system using the maintained user and password of the RFC destination. 3.1.9.2 Assigning RFC Destinations to Target Systems The RFC destinations created in the preceding step have to be assigned to the target systems in the System Landscape Maintenance. 1. From view Solution Builder Solution Editor, choose Goto System Landscape Maintenance 2. On the System Landscape Maintenance dialog box, select the Solution ID of the solution to be activated. 3. Mark the row with target system ECC if an ERP system is required for the solution. 4. Choose Edit Entry. Enter the RFC destination for the ERP system created in the preceding step. 5. Repeat this RFC destination assignment for target system BW if a BW system is required for the solution. No RFC destinations have to be assigned to the remaining target systems. 6. Choose OK. Result You have maintained the System Landscape information required to activate configuration content remotely. 3.1.10 Starting Activation Prerequisites Ensure that your solution is set as a favorite solution. If several people are involved in the implementation, make sure that you take activation ownership (choose Change Activation Owner ). Otherwise, the solution is locked. 1. From the Solution Builder Solution Editor view, choose Goto Implementation Assistant. 2. Select the top node of the solution, and choose Activate. 3. On the Activate solution dialog box, make the following entries: Field name Target Language r action and values EN Comments You can also use another target language (for example, DE). As a result, selected language independent fields are filled with target language description texts instead of English texts. SAP AG Page 23 of 29

Field name Supplemental Data Workbench Customizing Skip this screen With demo data r action and values <location of folder with installation data> For example, Z:\crm\files <workbench request number> <customizing request number> Deselect Select Comments This folder has been created in step Creating an Installation Folder for Content Activation and assigned in step Maintain Path to Installation Data. Enter an existing workbench request number, or choose the Workbench Request button to create one. Enter an existing customizing request number, or choose the Customizing Request button to create one. If selected, the system does not display the Activate solution dialog box when you resume activation after an error or manual activity. If deselected, the Activate solution dialog box will be displayed every time when you resume activation. If selected, system executes activation steps that create demo data. If deselected, these steps are not executed. Activation w/o demo data What does this mean? If you want to activate the SAP Best Practices package without demo data, you can deselect the checkbox to turn off activation of demo data. After activation is completed, you will not be able to test the business processes. The process testing requires the presence of the demo data and related configuration settings. To test the business processes with customer demo data, you can create your own demo data. Proceed as follows: Select the business process you want to test Check the row in the Prerequisites Matrix file for this process to determine the required prerequisite building blocks. Go to the Solution Builder Building Block Builder Scenario Edit View. Look at the steps that have the check box activated in column De (Demo) for all building blocks that belong to the process. Refer to the corresponding Configuration Guide and create the required configuration and master data activities manually. 4. Choose Continue. Running an ecatt in Foreground Mode Some activation activities require to run an ecatt in foreground mode. The following description provides an instruction on how to run the ecatt in the foreground mode. 1. Enter transaction SECATT. 2. On the Extended Computer Aided Test Tool: Initial Screen, make the following entries: SAP AG Page 24 of 29

X Test Configuration <YOUR TEST CONFIGURATION> 3. Choose Execute. 4. On the Start Options Test Configuration <YOUR TEST CONFIGURATION> screen on the Variants tab make sure that you have mapped the correct path to the location of your external variant files. 5. Choose the UI Control tab. In the TCD screen area, make the following entries: Start Mode for Command TCD Process in Foreground, Synchronous Local Result 6. Choose Execute. The activation starts. Depending on the number of manual activities and possible errors during implementation, the activation may stop occasionally, requiring for manual input or troubleshooting. If issues occur during activation always check section Processing General Errors during Automated Installation. 3.1.11 Manual Interaction and Error Handling During Activation The installation procedures of some building blocks contain manual installation steps and / or require manual confirmation. This section describes how to handle manual steps in the SAP Best Practices Solution Builder. If the SAP Best Practices Solution Builder stops because of a manual activity proceed as follows: When you have set the user parameters in the Solution Builder, the respective configuration guide is automatically opened at the activation start of each building block. Keep this document open until you have finished all relevant activities for this building block. Confirm the information screen. If the respective configuration guide does not open automatically, access the Building Block Library via the Step-by-Step Guide Deploy Activate Solution Manual Activation and Configuration Content Library <CRM Standalone / ERP Integrated>. Navigate to the corresponding Building Block and open the configuration guide. 1. Ctrl+C to copy the task description to the clipboard. the Search function (Ctrl+F) to find the corresponding step in the configuration guide. 2. In the Solution Builder, choose the proposed navigation option, for example, Navigate to IMG, and execute the configuration activity manually by following the instruction of the related section in the Configuration Guide. 3. Choose Back (from the IMG activity or the transaction). 4. Choose Proceed. 5. In the Implementation Assistant Scenario Edit View choose Confirm Manual Step. 6. Enter a reason (optional) and choose Enter. 7. Proceed with the activation. Result You have successfully processed a manual activity. SAP AG Page 25 of 29

3.1.12 Processing General Errors during Automated Installation When an activation of an automated task runs into errors, the activation stops at the point of the error. No further implementation can be done until the error is resolved. Before you start with detailed error analyzing and working through the error processing as described below, proceed as follows: Activate your solution or the respective process in the Solution Builder implementation assistant again. It may be that the error does not reappear. In this case, no correctional activities are needed and the installation is proceeding. 1. On the Implementation Assistant Solution View screen, select a task that has a red light in the Current status column. 2. Expand the task and choose the log that is assigned to this task. Detailed information about the error is displayed in the Error List pane. 3. In the Error List pane, choose Display Detailed Log. The detailed log information about an ecatt or BC set activation is displayed. 4. In this log information, check entries with a red light to identify the reason for the error. a. If the error can be solved based on the log information, you can run the ecatt or BC set again. If the activation fails because of locked objects, make sure that no objects are locked by any users. Then try to activate the activity again. 5. If the log information is not sufficient to solve the problem proceed as follows: Execute the task manually: use the description of the related section in the configuration guide for executing the task Open a customer message for this problem specifying the component. Do NOT delete Solution Builder processes after they have been activated. If you delete processes, the activation history and the respective logs are lost and it is not possible to find possible error reasons. In such cases NO SAP SUPPORT CAN BE PROVIDED. 6. When you have solved the problem (either executed the task manually or a solution has been provided via customer message), choose the Change button that is displayed in the Old Status column to the right of the task. Do NOT proceed with installation if the problem has not been solved. If you continue without solving the problem, severe errors might result in the subsequent installation steps that cause incalculable efforts to fix. In such cases NO SAP SUPPORT CAN BE PROVIDED. 7. Choose the Change button that is displayed in the Old Status column to the right of the task. 8. On the Confirmation dialog box, choose OK to change the status to Successful manually. 9. On the Information dialog box, enter a reason for changing the status. 10. Choose Continue. SAP AG Page 26 of 29

The information is saved in a log. To view details for a changed task, choose the red light in the Original Status column for that task. A dialog box displays the user who performed the change, the date of the change, and the reason for the change. Choose Continue to close the dialog box. 11. Choose Activate to continue with the installation. 3.1.13 Deployment of Multiple CRM Solution Packages in One Client If you would like to activate scope items from different CRM solution packages in one client, proceed as follows. 1. Make your scope decision. Analyze which scope item(s) from which CRM solution package you would like to implement. Note that you can only mix scope items which have been released on the same software release, like scope items of the solution packages mentioned in SAP Note 1698296 SAP Best Practices for CRM 7.02. If the required scope items are distributed across multiple solution packages note down the title of all relevant solution scope files, as documented in the related quick guides (e.g. SOL_RDS_CRM_CRM702V4_ERP_BP_CRM702Vy.ZIP and SOL_ RDS_CRM_SERV_CRM702V1_ERP_BP_CRM702Vy.ZIP). 2. Download all related solution scope files and installation files. Download from the SAP Service Marketplace: http://service.sap.com/bp-implcontent 3. Upload the solution scope files to the SAP Solution Builder. Open the SAP Solution Builder with transaction /n/smb/bbi and from the menu choose Solution Import Solution (ZIP). Import all relevant solutions into the SAP Solution Builder. 4. Perform all required preparation steps mentioned in this Quick Guide for each solution scope, for example: Upload installation data files (note: although it s the same file set for all solution packages mentioned above, you need to re-do this upload into each solution scope). Maintain System Landscape Maintenance settings in the SAP Solution Builder. Maintain the user settings for the activation user. Personalize the solution. 5. Activate the solutions. It is essential, that the personalization settings for all solutions are maintained equally. Activate the solutions one after the other. Building blocks which are used by various scope items only need to be activated once the SAP Solution Builder will recognize if a building block has already been activated with another solution. Note: You don t need to activate all scope items of a solution if not required. For additional details related to individual steps refer to the Quick Guides being relevant for each solution package. SAP AG Page 27 of 29

Result You have successfully implemented scope items from muliple CRM solution packages in one client. 3.2 Manual Implementation SAP Best Practices for CRM can also be implemented manually by following the configuration guides according to the sequence of the SAP Best Practices Prerequisites Matrix. The Prerequisites Matrix gives an overview of the configuration building blocks, and related configuration guides, required for each business process, and the correct sequence for implementing the building blocks. There is a specific Prerequisites Matrix for CRM deployment with integration to SAP ERP, and one for CRM standalone deployment. You can find the Prerequisites Matrix for your solution package Solution Package Type Rapid Deployment Solution SAP Best Practices for BAiO Documentation in: Step-by-Step Guide, under Deploy: Activate Solution Manual Activation and Configuration Content Library <CRM Standalone / ERP Integrated> Prerequisites Matrix BP Documentation Package, under Explore: Manual Configuration Prerequisites Matrix For more information on the manual activation of ecatts and BC Sets, see the document SAP Best Practices Tools, in the BP documentation package under Technical Information Concepts Best Practices Tools. Prerequisites Before you can start activating the business processes manually, the following activities must be completed: The system landscape has been set up according to the Software Requirements document in the [RDS] Step-by-step guide, under Start: Confirm Installation. [BP] BP documentation package, under Explore: Install SAP Applications. The current SAP Best Practices for CRM content add-on BP-CRM 702V<versionnumber> has been installed. This is necessary because the content addon contains the CRM-package-specific authorization roles that you need to run the business processes. The general system settings have been made. For more information, see section General Client Settings in this guide. An activation user has been created and set up for activation. For more information, see section Preparing the System r for Content Activation in this guide. SAP AG Page 28 of 29

4 Security Aspects This section provides an overview of the security-relevant information that applies to the deliverables of this solution package. The following topics are relevant for the security of your solution: r Administration RFC Destinations Roles Management As these topics are specific for each CRM solution package, refer to section Security Aspects in the Additional Guide for your solution package. For an overview of the security-relevant information that applies to SAP CRM in general, see the Security Guide for SAP enhancement package 2 for SAP CRM 7.0. To access the latest version of the security guide, log on to SAP Service Marketplace (www.service.sap.com/crm-inst). Go to section SAP enhancement package 2 for SAP CRM 7.0 Operate Security. 4.1 r Administration and Authentication The following user is required for all CRM-702-related solution packages: Purpose r ID r Type Created In Initial Password Authorization Profile Comment Activation r r ID is defined by your system administrator Dialog (Type A) Creation described in this Quick Guide Password is defined by your system administrator SAP_ALL, or defined by your system administrator (see recommendation below) You can check the users in transaction SU01. For an efficient activation of the SAP Best Practices for CRM content, we recommend to grant SAP_ALL authorization temporarily. 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. After the activation is completed, we recommend that you remove the authorizations you have given to the users who have performed the implementation steps, for security reasons. For more information on users and authentication, see section r Administration and Authentication in the Additional Guide for your solution package. SAP AG Page 29 of 29