Ehp1 RN en SP07
Ehp1 RN en SP07
Ehp1 RN en SP07
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
UI_FRW_1_DOCU: Central Sharing Tool (New) ........................................................................... 61 UI_FRW_1_DOCU: Dashboard on Home Page (New) ................................................................. 62 UI_FRW_1_DOCU: Skins (Enhanced) .......................................................................................... 63 UI_FRW_1_DOCU: Integration with SAP NetWeaver Business Client (New) .............................. 64 UI_FRW_1_DOCU: User Interface Enhancements (New) ............................................................ 65 UI_FRW_1_DOCU: Mandatory Fields (Enhanced) ....................................................................... 67 UI_FRW_1_DOCU: Application Enhancement Tool (Enhanced) .................................................. 68 UI_FRW_1_DOCU: Default Searches (New) ............................................................................... 69 UI_FRW_1_DOCU: Pasting of Multiple Values as Search Criteria into Advanced Search (New) 70
Master Data ...............................................................................................................71 Business Function Complaints & Leads Assignment Blocks on Business Partner OVP ........................................................................................................................71
CRM_BP_ASSIGNMENTS_CC2: Business Function Complaints & Leads Assignment Blocks on Business Partner OVP (New for SP06).......................................................................................... 71
Business Function Enlarged Text Area and Filters in Text Log ............................109
CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP07) .... 109
Sales and Service ....................................................................................................111 Business Function Sales and Service ..................................................................111
CRM_SLS_SRV_1: Business Function Sales and Service (New) .............................................. 111 CRM_SLS_SRV_1: Replacement Business Add-Ins for Business Transaction (New) ............... 113 CRM_SLS_SRV_1: Asynchronous Updates (New) ..................................................................... 114 CRM_SLS_SRV_1: Display of Price Totals in Service Order and Contract (Enhanced) ............ 115
CRM_SLS_SRV_1: UI Enhancements for Prices and Conditions (Enhanced) ........................... 116 CRM_SLS_SRV_1: Rule-Based Dispatching (New) ................................................................... 117 CRM_SLS_SRV_1: Population of Account ID in F4 Help in Activities (Enhanced) ..................... 118 CRM_SLS_SRV_1: Opportunity Graphical Buying Center (Enhanced) ...................................... 119 CRM_SLS_SRV_1: Installed Base Processing (Enhanced)........................................................ 120 CRM_SLS_SRV_1: Determination of Business Partners in ERP Sales Orders (New) ............... 121 CRM_SLS_SRV_1: Inbound Warranty Claim and Outbound Warranty Claim (New) ................. 122 CRM_SLS_SRV_1: Prediction of Service Parts and Service Duration (New) ............................. 125 CRM_SLS_SRV_1: Credit Check (Enhanced) ............................................................................ 127 CRM_SLS_SRV_1: Tree View for Product Proposal (Enhanced) ............................................... 128 CRM_SLS_SRV_1: Time Recording (New) ................................................................................. 129 CRM_SLS_SRV_1: Transfer of Notes for Billing Documents to Integrated Applications (New) . 130 CRM_SLS_SRV_1: Intercompany Payables in Intercompany Billing (New) ............................... 131 CRM_SLS_SRV_1: Delivery-Related Billing for TPOP Sales Orders (New)............................... 132 CRM_SLS_SRV_1: Intercompany Billing for Intercompany TPOP Sales Orders (New) ............ 133 CRM_SLS_SRV_1: Billing for Returns in Stock Transfer Process (New) ................................... 134 CRM_SLS_SRV_1: Tax Audit Support with Data Retention Tool Extended (DARTX) for SAP CRM (New) ............................................................................................................................................ 135 CRM_SLS_SRV_1: Conversion of Expired Currencies in Billing (New) ...................................... 136 CRM_SLS_SRV_1: Billing Localization (Enhanced) ................................................................... 138 CRM_SLS_SRV_1: Tax Processing Localization (New) ............................................................. 139 CRM_SLS_SRV_1: Product Search and RTOM Offer List in the Interaction Center (Enhanced) ...................................................................................................................................................... 140 CRM_SLS_SRV_1: New UI for Lean Items in Provider Order in Interaction Center and Dealer Application for Telecommunications (New) .................................................................................. 142 CRM_SLS_SRV_1: Account Quick Create and Search Improvements (Enhanced) .................. 143 CRM_SLS_SRV_1: Real-Time Offer Management Integration into Telco Interaction Center (New) ...................................................................................................................................................... 144 CRM_SLS_SRV_1: Service Resource Planning (Enhanced)...................................................... 145 CRM_SLS_SRV_1: Territory Management (Enhanced).............................................................. 147 CRM_SLS_SRV_1: ERP Transactional Data on Account Overview Page (New) ....................... 148
Business Function SAP Web Channel Experience Management for SAP CRM ..152
CRM_WEB_CHANNEL: SAP Web Channel Experience Management for SAP CRM (New) ..... 152
CRM_CF_1: Funds Management (Enhanced) ............................................................................ 170 CRM_CF_1: Duplicate Claim Diagnosis (New) ........................................................................... 171 CRM_CF_1: Claim Chargeback Recovery (New) ........................................................................ 172 CRM_CF_1: Multiple Claim Submissions (New) ......................................................................... 175 CRM_CF_1: Generic Functions for Claims (New) ....................................................................... 177
Business Function FI, Integration with CRM Funds Management for Marketing ..217
FIN_CRM_MKT_INTGR: Business Function FI, Integration with CRM Funds Mgmt for Mrktng 217
Interaction Center ....................................................................................................245 Business Function IC and Communication-Enabled Business Processes ...........245
CRM_IC_CEBP: Business Function IC and Communication-Enabled Business Processes (New) ...................................................................................................................................................... 245 CRM_IC_CEBP: Extension of Channels - Enable Chat and IM for Internal Collaboration (New) 246 CRM_IC_CEBP: Checklist (New) ................................................................................................ 247 CRM_IC_CEBP: Preview Dialing (New) ...................................................................................... 248 CRM_IC_CEBP: Messaging and Reverse Proxy in the IC (Enhanced) ...................................... 249 CRM_IC_CEBP: Account Identification in the Interaction Center (Enhanced) ............................ 250 CRM_IC_CEBP: Asynchronous Processing in the Interaction Center (New) .............................. 251 CRM_IC_CEBP: CRM Business Transactions in the Interaction Center (Enhanced) ................. 252 CRM_IC_CEBP: Multisessioning in the Interaction Center (Enhanced) ...................................... 254 CRM_IC_CEBP: Interactive Scripting in the Interaction Center (Enhanced)............................... 255 CRM_IC_CEBP: Context Transfer (Enhanced) ........................................................................... 256 CRM_IC_CEBP: CAD Attributes in the Rule Modeler and Alert Editor (New) ............................. 257 CRM_IC_CEBP: CRM Server to Browser Messaging (Enhanced) ............................................. 258 CRM_IC_CEBP: Incomplete E-Mails in the Agent Inbox for an Account (New) .......................... 259 CRM_IC_CEBP: Business Partner Confirm for Call Transfer (Enhanced) .................................. 260
CRM_SHSVC: Enhancements for Service Request Processing (New) ...................................... 268 CRM_SHSVC: Customer Survey for Service Request (New) ..................................................... 270 CRM_SHSVC: CAD Attributes in the Rule Modeler and Alert Editor (New) ................................ 271 CRM_SHSVC: Incomplete E-Mails in the Agent Inbox for an Account (New) ............................. 272 CRM_IC_CEBP: Business Partner Confirm for Call Transfer (Enhanced) .................................. 273 CRM_SHSVC: Users and Roles in SAP CRM and SAP ERP (New) .......................................... 274 CRM_SHSVC: Accounting Interaction Center (Enhanced) ......................................................... 276 CRM_SHSVC: Work Centers for Outstanding Receivables (New) ............................................. 278 CRM_SHSVC: Authorization Handling in CRM Employee Interaction Center (New) .................. 280 CRM_SHSVC: Travel Interaction Center (New) .......................................................................... 281 CRM_SHSVC: Service Level Management (New) ...................................................................... 283
Mobile ......................................................................................................................284 Business Function Sales and Service for Gateway to SAP NetWeaver Mobile ....284
CRM_SLS_SRV_MOBILE_1: Business Function Sales and Service for Gateway to SAP NetWeaver Mobile (New) ............................................................................................................. 284 CRM_SLS_SRV_MOBILE_1: Service for Gateway to SAP NetWeaver Mobile.......................... 285 CRM_SLS_SRV_MOBILE_1: Sales for Gateway to SAP NetWeaver Mobile............................. 287
Analytics ..................................................................................................................289 Business Function SAP BusinessObjects Integration and CRM Interactive Reporting ..............................................................................................................289
CRM_ANA_BOB: Business Function SAP BusinessObjects Integration and CRM Interactive Reporting (New) ........................................................................................................................... 289 CRM_ANA_BOB: SAP BusinessObjects Dashboards (New) ...................................................... 291 CRM_ANA_BOB: SAP BusinessObjects Reporting Tools in WebClient (New) .......................... 294 CRM_ANA_BOB: CRM Interactive Reporting (New) ................................................................... 296
SAP CRM for Industries: Contract Accounts Receivable and Payable ....................298 Business Function Financial Customer Care for Contract AR/AP (FI-CAX) .........298
CRM_FICAX_1: Business Function Financial Customer Care for Contract Accounts Receivable and Payable (FI-CAX) .................................................................................................................. 298 CRM_FICAX_1: Financial Customer Care and Dispute Management (New) ............................. 299
SAP CRM for Industries: Financial Services............................................................302 Business Function Performance Improvements ...................................................302
CRM_FS_PERF_1: Business Function Performance Improvements (New) ............................... 302 CRM_FS_PERF_1: Performance Improvements for Quotation and Contract Processing (New) 303 CRM_FS_PERF_1: Multiple-Asset Contract (New) ..................................................................... 307 CRM_FS_PERF_1: Billing of Third-Party Payments (New)......................................................... 309 CRM_FS_PERF_1: Harmonization of Financing and Service Item (New) .................................. 311
SAP CRM for Industries: High Tech ........................................................................313 Business Function High Tech: Design Win Exchange ..........................................313
CRM_CHM_DWE_1: Business Function High Tech: Design Win Exchange (New) ................... 313
SAP CRM for Industries: Insurance .........................................................................318 Business Function Financial Customer Care for Insurance Companies ...............318
CRM_INS_1: Business Function Financial Customer Care for Insurance Companies ............... 318 CRM_INS_1: Financial Customer Care and Dispute Management (New) .................................. 319
SAP CRM for Industries: Media ...............................................................................322 Business Function Intellectual Property Management ..........................................322
CRM_IPM_1: Business Function Intellectual Property Management .......................................... 322 CRM_IPM_1: Non-Media Back-End System Supported (New) ................................................... 323 CRM_IPM_1: ERP Download - Material and IP Relationship (New) ........................................... 324 CRM_701_IPM_1: Generic Tree Profile ...................................................................................... 325 CRM_IPM_1: Intellectual Properties Mass Changes (New) ........................................................ 326 CRM_IPM_1: Mass Generation of Intellectual Properties (New) ................................................. 328 CRM_IPM_1: Enterprise Services - Intellectual Property (New) ................................................. 329 CRM_IPM_1: Acquisition & Sales Contract Functions (Enhanced) ............................................. 330 CRM_IPM_1: Contract Mass Changes (New) ............................................................................. 331 CRM_IPM_1: IPM Usage Confirmation Maintenance (New) ....................................................... 334 CRM_IPM_1: IPM Billing Due List Maintenance (New) ............................................................... 336 CRM_IPM_1: IPM Billing Document Maintenance (New) ............................................................ 337 CRM_IPM_1: Business Add-Ins for Copying Requirements (Changed for SP01) ...................... 338 CRM_IPM_1: Holdbacks .............................................................................................................. 339 CRM_IPM_1: Rights Availability Analysis (RAA) (Enhanced) ..................................................... 341
SAP CRM for Industries: Public Sector ...................................................................344 Business Function Social Services - Benefit Calculation ......................................344
CRM_IPS_4S_1: Business Function Social Services - Benefit Calculation (New) ..................... 344 CRM_IPS_4S_1: Deductions for Social Services (New) ............................................................. 347 CRM_IPS_4S_1: Usage of Rules Engines in Social Services (Changed) .................................. 349
SAP CRM for Industries: Telecommunications ........................................................372 Business Function Financial Customer Care for Telecommunications .................372
CRM_TEL_1: Business Function Financial Customer Care for Telecommunications (New) ...... 372 CRM_TEL_1: Financial Customer Care and Dispute Management (New) ................................. 373
SAP CRM for Industries: Utilities .............................................................................380 Business Function Utility Energy Retailer .............................................................380
CRM_UT_ER_1: Business Function Utility Energy Retailer (New) ............................................. 380 CRM_UT_ER_1: Enhancements for Processing Technical Objects (Enhanced)........................ 382 CRM_UT_ER_1: Additional contract change processes ............................................................. 383 CRM_UT_ER_1: Enhancements to Utility Product Master Data (Enhanced) ............................. 384 CRM_UT_ER_1: Selling of Packaged Products in Interaction Center ........................................ 385 CRM_UT_ER_1: Disconnection/Reconnection CRM (changed) ................................................. 386 CRM_UT_ER_1: On-Demand Status for AMI devices in the Interaction Center (new) ............... 387 CRM_UT_ER_1: Event Management (New) ............................................................................... 388 CRM_UT_ER_1: Text Messaging (New) ..................................................................................... 390
SAP CRM for Industries: Waste and Recycling .......................................................391 Business Function Utilities: Waste and Recycling 1 .............................................391
CRM_WASTE_1: Business Function Utilities: Waste and Recycling 1 (New) ............................ 391 CRM_WASTE_1: CRM UI for SAP Waste and Recycling (New) ................................................ 392
Marketing ..............................................................................................................396
Mail Forms Enhancements (New for SP06) ................................................................................. 396 Campaigns Using ERP Sales Documents (New for SP06) ......................................................... 397 Intersection of Segments in Segmentation Based on Objects (New for SP06) ........................... 398
Sales.....................................................................................................................399
Traffic Lights for Product Availability in ERP Orders (New for SP06) .......................................... 399 ERP Documents for Activities and the WebClient UI (Enhanced for SP07) ................................ 400 Billing Plan Assignment Block on the WebClient UI (Enhanced for SP07) .................................. 401
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 (CRM_SOA_1_DOCU) is available. For more information, see the following release notes: Note The operations belonging to the business function 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. This business function is only used to provide access to the SOA release notes. 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
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 The operations belonging to the business function 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.
Note The operations belonging to the business function 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.
Note The operations belonging to the business function 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.
Note The operations belonging to the business function 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.
Note that no new or changed data records are saved on the database during the course of the check services. Note The operations belonging to the business function 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. Process Flow 1. You use the Check Sales Price Specification Creation as Bulk service, to simulate the mass creation of condition records. Alternatively, use the Check Sales Price Specification Change as Bulk service to simulate mass changes (for example, changing the condition rate or the scales). 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. 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 to execute the mass maintenance. Only with these services, the data records are newly created or changed, and saved on the database.
2.
3.
If the data records have errors, the system responds as follows: 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.
Note The operations belonging to the business function 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.
LoyaltyMembershipActivityJournalCRMMembershipByElementsQueryResponse_In With this synchronous operation, you retrieve membership activities based on search parameters. Note The operations belonging to the business function 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.
Note The operations belonging to the business function 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.
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. For more information, see the following release notes: 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 -> UI Framework. 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) UI_FRW_1: User Interface Enhancements (New)
Effects on Customizing 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)
Note The functions belonging to the business function 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. 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 -> UI Framework.
Note The functions belonging to the business function 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. Effects on Customizing 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 Customer Relationship Management at UI Framework -> Business Roles -> Define Business Role.
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 The functions belonging to the business function 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. Effects on Customizing 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 Customer Relationship Management at UI Framework -> Business Roles -> Define Business Role. 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.
Note The functions belonging to the business function 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. 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.
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 The functions belonging to the business function 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. Effects on Customizing 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 Customer Relationship Management at UI Framework -> Business Roles -> Define Business Role.
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 The functions belonging to the business function 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.
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 The functions belonging to the business function 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.
Navigation between 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. Data sharing between guided activity 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. Multiple UI configurations The WebClient UI framework supports multiple UI configurations for guided activity pages and step views. Toolbar The WebClient UI framework provides the buttons Previous, Next, and Finish for guided activity pages. You can provide application-specific buttons via the application controller.
Note The functions belonging to the business function 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. Effects on Existing Data The guided activity page is available in the UI Component Workbench under Component Structure Browser -> context menu for Views -> Create Guided Activity Page. Effects on Customizing You make the settings for guided activity pages in Customizing for Customer Relationship Management under UI Framework -> UI Framework Definition -> Guided Activity Page:
See also
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.
Release note UI_FRW_1_DOCU: Business Function UI Framework Documentation (New) Release note CRM_IC_TUI: Business Function Task-Based UI for IC (New)
Note The functions belonging to the business function 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 Configuration Tool 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 Data Retrieval Parameters area is available in the UI configuration tool:
Service Service contracts Assignment block: Transaction History Service agreements Assignment block: Transaction History
Sales Force Automation Accounts Assignment blocks: Interaction History Planned Activities Opportunities Leads
See also Release note UI_FRW_1_DOCU: Business Function UI Framework Documentation (New)
Rapid Applications Based on Database Tables 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 The functions belonging to the business function 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. Effects on Existing Data 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.
Effects on Customizing 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. 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 UI_FRW_1_DOCU: Business Function UI Framework Documentation (New) 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
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 in the tool bar. The genIL model editor is based on central persistency for genIL component models: 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 The functions belonging to the business function 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. Effects on Existing Data 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. Effects on System Administration 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
Effects on Customizing 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.
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 The functions belonging to the business function 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. Effects on Existing Data 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. Effects on System Administration You can hide the block Dropdown Lists that is available in the personalization for a specific user in the UI configuration. See also Release note UI_FRW_1_DOCU: Business Function UI Framework Documentation (New) 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 -> User Interface Personalization -> Central Personalization
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 The functions belonging to the business function 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. Effects on Customizing 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
Note To make the Dashboard 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. To display the Dashboard content block on the home page, you have to add the content block to the displayed content blocks in the page configuration. Note The functions belonging to the business function 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. Effects on Customizing 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.
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 to switch from navigation mode to edit mode and vice versa. 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. 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 skin using your browser options has been enhanced. A new high contrast skin is available.
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 checkbox is activated in the UI Configuration Tool.
Functions That Can Be Enabled 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 buttons. The work list can be a search result list or a table on an assignment block that leads to other assignment blocks.
Context Menu 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 rightclicking or pressing SHIFT + F10.
Messages Note The functions belonging to the business function 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. See also Release note UI_FRW_1_DOCU: Business Function UI Framework Documentation (New) Release note UI_FRW_1_DOCU: Mandatory Fields (Enhanced) 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 For messages that are related to fields, you can enable navigation links from the message to the field that issued the message.
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 The functions belonging to the business function 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. Effects on Customizing 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: 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. The values are handled as separate search criteria. 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. Note The functions belonging to the business function 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. Effects on Customizing 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 UI_FRW_1_DOCU: Business Function UI Framework Documentation (New)
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) is available as of the following releases: For the Complaints 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) -> Switch Framework. 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 Leads assignment block), you can activate the business function for these releases. In that case, apply SAP Note 1606486. SAP enhancement package 1 (SP06) for SAP CRM 7.0 SAP CRM 7.0 SP10 SAP CRM 2007 SP10
For the Leads assignment block: SAP enhancement package 1 (SP03) for SAP CRM 7.0 SAP CRM 7.0 SP09 SAP CRM 2007 SP10
With this business function, you have the following new assignment blocks: Complaints assignment block on the account overview page The assignment block is displayed using lazy load, and displays complaints for the following accounts: Individual accounts Corporate accounts
Groups This is independent of the partner function assigned to the account in the complaint. Leads assignment block on the contact overview page The assignment block is displayed using lazy load, and behaves in the same way as the existing leads assignment block in the account.
Effects on System Administration 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:
Recommendation: To ensure that the newest complaints are found on the database, we recommend the following: Sort the result by the attribute Created On (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. The following entries have to be maintained for the selection of the newest complaints: Key : Parameter name: Param. name 2: Param value: Param value 2: CRMRF IV_SORT_LAST_N BTQCompl BTQCompl 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: See also 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 Timeframe Status Lead Type Qualification Level Maximum Number of Results
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, or communication details change. The date on which customers agreed or did not agree to receiving unsolicited marketing messages 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 Permissions Assignment Block (AB) Depending 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: 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 Display All 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.
Search Integration You can search in All Accounts, Contacts, Individual Accounts, Corporate Accounts, and Groups with the following attributes: Marketing Permission - Channel Search by communication channel. The system searches all permissions, taking into account the invalid as well as the current permissions. Marketing Permission - Status Search by marketing permission status Allowed, Not Allowed or Not Maintained. The system searches in the list of current permissions; invalid marketing permissions are not taken into account.
Change History AB In this AB, you can see any changes made to the marketing permission. 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 Classic Segmentation The following InfoSets are available for use within classic segmentation for segmenting marketing permissions: CRMM_BUT_MKTPERM Marketing permissions for individual accounts CRMM_BUT_MKTPERM_REL Marketing permissions for contacts with a relationship to an account CRMM_BUT_MKTPERM_ACC Marketing permissions for all organizations
High Volume Segmentation (TREX) The following InfoSets are available for use high volume segmentation (TREX) for segmenting marketing permissions: CRMM_BUT_MKTPERM_ACC_HV Marketing permissions for all accounts and existing communication channels CRMM_BUT_MKTPERM_CON_HV Marketing permissions for all contacts that can be sent marketing material CRM_MKTHV_MP_GEN_W_PERM Filters marketing prospects or business partners with marketing permissions
Interaction Center (IC) WebClient For information on marketing permissions in IC, see the release note Marketing Permissions in Interaction Center (New).
Marketing Permissions in Campaigns For more information about marketing permissions in campaigns, see the release note Marketing Permissions in Campaigns (New).
Effects on Existing Data When you activate this business function, the AB Marketing Permissions is available for use on the Accounts and Contacts overview page. Effects on Customizing 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.
The marketing permission function allows you to do the following: Account Identification IC agents can display, create, and delete marketing permission items. IC agents can now access the account overview page and the contact overview page from account identification.
Agent Guidance You can alert IC agents to existing restrictions due to marketing permissions by doing the following: You can configure your 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 as available fields in the UI Configuration Tool. 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.
Call List Management IC managers can apply marketing permissions to accounts and contacts in call list management as follows: 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 execution IC managers can apply marketing permissions on the level of individual phone
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). If there is not at least one phone number at which the contact may be called, the contact is excluded from the call. Call list synchronization 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).
Effects on Existing Data The following user interface (UI) changes have been implemented: Account Identification The Marketing Permissions tab has been added under Account Identification -> More Fields. The tab contains the following assignment blocks: Account: Marketing Permissions
Contact Person: Marketing Permissions If your company does not support IC marketing processes, you can hide the Marketing Permissions tab in order to avoid unnecessary fields on the UI. IC agents can now access the account overview page and the contact overview page under Account Identification -> More Fields -> More -> Account Overview and Contact Overview. The contact overview is available only if a contact person of type Has Contact Person is assigned to the account and has been confirmed. A central toolbar under 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
Rule Modeler The following entries are now available in the rule modeler in context Intent Driven Interaction (IC WebClient): Attributes:
Marketing: Chat Marketing: E-Mail Marketing: Fax Marketing: Letter Marketing: Phone
Action Trigger Alert (Confirmed Account) 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 Identify Account - More Fields page or to the Account Overview page.
UI Configuration Tool You can configure your 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 Mktg Perm.: E-Mail
The checkboxes are available for the following views in UI component ICCMP_BP_DETAIL (Identify Account page): BuPaCommAccount (business-to-business) BuPaCommContact (business-to-business) BuPaDetail (business-to-consumer)
Call List Management The Account and Contact Filter screen area with the Apply Marketing Permissions checkbox has been added in the following places: The SAP GUI, under Interaction Center -> Supporting Processes -> Outbound Calling -> Generate Business Transactions and Call Lists The SAP GUI, under Interaction Center -> Supporting Processes -> Outbound Calling -> Call List Maintenance The IC Manager role, in the WebClient UI, under Managing Operations -> Call Lists -> Call List Details
Effects on Customizing You can specify that the Marketing Permissions tab is hidden in the WebClient UI. You do this in Customizing for 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 CRM_MKT_PERMISSION: Business Function Marketing Permission (New) Application help for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> Interaction Center -> Interaction Center WebClient -> Specifics for Interaction Center: Marketing Permission.
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 assignment block for the following: Campaign Campaign element Campaign template Campaign element template
Select the Apply 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. The following communication channels support marketing permissions: 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 checkbox is selected. The campaign and campaign elements can nevertheless be saved. Campaign templates and campaign element templates Campaign templates and campaign element templates pass on the Apply Marketing Permissions checkbox setting to the campaigns and campaign elements that have been derived from them. This setting can then be changed as required. Copying campaigns A copied campaign inherits the Apply Marketing Permissions checkbox setting from the original campaign. This setting can then be changed as required. Campaign automation 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 checkbox does not generate a warning message until the campaign element is saved.
Campaign Execution 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
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 Effects on Existing Data 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 page The Marketing Permissions assignment block is available for use on the Accounts and Contacts overview pages.
Effects on Customizing 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 -> Business Add-Ins. 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):
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
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, with a tooltip: Problem description 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 to expand the briefing card for a knowledge article. It contains the full text of all four fields mentioned above. In Customizing, you can specify whether a user can search knowledge articles for only one language or for multiple languages.
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, by using the input help button. Result list in the dialog box Search Related Knowledge Articles, to which you navigate by using the pushbutton Suggest Knowledge Articles when, for example, you create a problem.
Effects on Customizing 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 Define Parameters 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 Language for Internal Communications The Language 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.
See also 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.
The business function also includes features for customers using SAP Leasing and SAP Account Origination. For more information, see the following release notes: 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 -> Infrastructure. CRM_INF_1: Application Extensibility in SAP Leasing and SAP Account Origination (New) CRM_INF_1: SAP Account Origination, Simple Search (New) CRM_INF_1: SAP Leasing: Simple Search (New)
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
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
Design registration - OPPORTUNITYCRM Ship and debit contracts - SALESCONTRACTCRM Resale order - RESALEORDER
Effects on Customizing 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. 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. See also 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.
Effects on Customizing 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.
Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the following activities: 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 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 Cross-Application Components -> Rule Builder -> Define Rule Policy Types Marketing -> Marketing Planning and Campaign Management -> Real-Time Offer Management -> Real-Time Offer Management Integration
See also Release note CRM_INF_1: Business Function Infrastructure (New) Release note CRM_INF_1: Simple Search (Enhanced)
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: SAP Leasing FS business partner 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.
SAP Account Origination FS product (product type 07) FS quotation FS business partner
Effects on Existing Data Enhancement of FS Product 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. 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. Enhancement of Financing Product (SAP Leasing Only) 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. 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 assignment block. FS products and financing products are also supported as navigational objects. This means that you can create a new field (for example Product ID) that automatically includes a navigational link to the corresponding object. This object can be an FS product or a financing product. Enhancement of FS Business Partner In the Application Enhancement Tool, select the object part in which the new field will be available: Business object: BUT000 Description: Central details Context node: BUILHEADER
You can make the new field available on the user interface in the Details assignment block at header level. Other object parts, for example Relationship Types, have also been enabled in the CRM standard system for extensibility. Enhancement of FS Quotation and FS Contract In the Application Enhancement Tool, select the object part in which the new field will be available. The following object parts are supported: 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)
Enhancement of Multiple-Asset Contract In the Application Enhancement Tool, select the object part in which the new field will be available. The following object parts are supported: 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)
Effects on Customizing 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) 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 -> SAP Customer Relationship Management -> Basic Functions -> UI Framework and Configuration -> Application Enhancement Tool For more information about the 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.
Effects on Existing Data If you want to use the product types 03 (Financing) and 07 (Financial Service), you must reindex 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). Effects on Customizing 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 (CRM_INF_1). 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 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 CRM_INF_1: Simple Search (Enhanced) CRM_7E1_CA_WUI_ES, CRM_INF_1 SAP CRM 7.0: Simple Search (New) CRM_70_FRW_SEARCH
For more information about Enterprise Search, see SAP Library under SAP Business Suite ->
SAP Customer Relationship Management -> Components and Functions -> Basic Functions -> UI Framework and Configuration for User Interface (UI) -> Enterprise Search Integration.
Effects on Existing Data If you want to use the product types 03 (Financing) and 07 (Financial Service), you must reindex 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). Effects on Customizing 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 (CRM_INF_1). 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 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_INF_1: Simple Search (Enhanced) SAP CRM 7.0: Simple Search (New)
For more information about Enterprise Search, see SAP Library under SAP Business Suite -> SAP Customer Relationship Management -> Components and Functions -> Basic Functions -> UI Framework and Configuration for User Interface (UI) -> Enterprise Search Integration.
The business function also includes features for customers using SAP Intellectual Property Management. For more information, see the following release notes: CRM_PERFORMANCE: Enhanced Distribution Concept (New) CRM_PERFORMANCE: Contract Tree Enhancements (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. 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
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. Effects on Customizing 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 Mode. If 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) is available. You assign function profiles to business roles in Customizing for 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 the database table CRMD_PRICING_I. In transaction SE11 call up the table and choose 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.
If an error occurs during saving, an e-mail can be sent to the inbox of the relevant user. 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. Effects on System Administration 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.
Effects on Existing Data 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 customerspecific 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)
Effects on System Administration If you use SAP CRM for billing, the following functions are available: Program /1BEA/R_CRMB_BD_ARCH_POST_LB, which enables you to delete superfluous billing request lines from the database after archiving of billing documents. Transaction Reject Incomplete Billing Due List (on SAP Easy Access screen under Sales/Service -> Billing), which enables you to reject a settled billing due list item without rejecting the relevant contract item. Incomplete items only occur if the contract is shortened, affecting a previously settled period.
Effects on Customizing 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 (Sales). You do this under Transactions -> Define Item Categories. In the Scheduled Bill. field, select Billing Request Line Billing and set the billing relevance as follows: Select Billing After Contract Release if you are using SAP CRM billing.
Select External Billing if you are using SAP ERP billing. The following Customizing settings are predefined by SAP for use with billing request lines: Transaction types SC1 and SCQ1
Item categories SCN1 and SCQ1 When you activate the business function Performance and Large Contracts (CRM_PERFORMANCE), the following transaction types are deactivated: Transaction types SC and SCQ 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 -> PerformanceOptimized 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 Determination). You can use the existing billing item category FAPF (Billing Req. Item - Billing Plan) for billing request lines.
If you are using SAP ERP for billing, you need to implement SAP Note 1397805.
New Pricing Interface 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: Before actively using performance-optimized pricing, we recommend that you perform regression testing to check price calculations.
Delayed Cross-Item Pricing 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 CrossItem 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.
Effects on Existing Data 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. Effects on System Administration To override the default setting (cross-item pricing active) for a user, set the user parameter CRM_DIS_CROSSITM_PRC to X. 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.
New Pricing Interface You make settings for the new pricing interface in Customizing for Customer Relationship Management under Basic Functions -> Pricing -> Pricing in the Business Transaction -> Performance-Optimized Condition Processing and Pricing. A default assignment of standard transaction fields to standard condition fields is defined in the standard system in the activity 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. You can also change the assignment of standard transaction fields and conditions here. The configuration you make here overrides the default assignment. The BAdIs in the above Customizing section replace the BAdI CRM_COND_COM_BADI (which is located under 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
Note for Leasing: You make settings for performance-optimized pricing in Customizing for Customer Relationship Management -> Financial Services -> Basic Functions -> PerformanceOptimized Condition Processing and Pricing. This section contains some activities with Leasing-specific Customizing fields. 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 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 -> PerformanceOptimized Condition Processing and Pricing -> Enable Performance-Optimized Condition Processing and Pricing.
(In the above, LD = Lean distribution.) 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. Make the settings for item category determination in the contract Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Define Item Category Determination. 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 Categories. Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Copying Control for Business Transactions -> Define Item Category Determination When Copying. 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. 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 Categories. Ensure the Distr.Rel. indicator is set. Make the settings for billing the item category Customizing for Customer Relationship Management under Industry-Specific Solutions -> Intellectual Property Management -> Billing and Settlement -> Item Category Determination -> Assign Item Categories.
5.
6.
7.
8.
9.
This business function includes the following features: New assignment block Text You can display the new assignment block Text on the overview pages of the following business objects: Incident / Service Request 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 assignment block. This is the only place where you can select a different language. Previously, you could enter texts in the Details assignment block, under Notes, 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: You can select by 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 assignment block on the overview page. New assignment block Text Log You can display the new assignment block Text Log on the overview pages of the business objects listed above. However, the assignment block is only displayed once you have specified in Customizing that changed data can also be logged in the Text Log when you enter texts. The new assignment block provides you with the following features: 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. Effects on Customizing You make the settings for this business function in Customizing for SAP Customer Relationship Management under Basic Functions -> Text Management in the following activities: Define Text Format Use this Customizing activity to switch on the text formatting option for specific text types you create in the 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. Define Text Determination Procedure To display the Text Log assignment block, see the following example: a) b) c) d) Select a text object, for example CRM_ORDERH Select a procedure, for example IT000001 Choose the dialog sub structure Definition of Procedure
Choose 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 for a text type, you define this text type as a log. See also 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.
See also
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: 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_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. Effects on System Administration 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. Effects on Customizing 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
If an error occurs during saving, an e-mail can be sent to the inbox of the relevant user. 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. Effects on System Administration 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.
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. Effects on Customizing 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.
Additionally, the attributes that were available for rules processing have been enhanced. Effects on Customizing To use this function: 10. You check or make the Customizing settings for this function in Customizing for Customer Relationship Management, in: Define Repository Here, you can see the attributes for the newly created 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. Define Service Manager Profiles Here you can see the new profile SAP_SRV_DISPATCH with the context SRV_DOC. Assign Dispatching Rule Profile to Transaction Types For all of the transaction types listed in the Use section, assign the value SAP_SRV_DISPATCH in field Service Manager Profile ID, so that the Dispatch button appears in these transactions.
11. 12.
Create a rule policy in the WebClient UI in role SERVICEPRO under Service Operations -> Rule Policy and choose the Service Documents (SRV_DOC) context. Return to Customizing activity 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 field, enter your rule policy name.
See also 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.
Effects on Customizing 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).
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 claim from a service order or service confirmation An external service provider creates a service order or service confirmation in SAP CRM. When he or she changes the status of the transaction to 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 is started, either by you or by the system. These actions do the following: They automatically create an inbound warranty claim as a follow-up transaction of a service order or service confirmation. 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 complaint. The intended result of this process is a debit memo that is billed to the vendor.
Effects on Customizing 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: There are new copy control settings for copying the following transactions: From CRMW (Inbound Warranty Claim) to CLMA (Outbound Warranty Claim) 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 was created with three actions and assigned to transaction type CRMW. The action WARRANTY_CLAIM_COMPLAINT - Create Outbound Wty Claim from Inbound Wty Claim/Complaint in this action profile has the target transaction type CLMA - Outbound Warranty Claim. The schedule and start conditions are blank by default. The new action profile SERVICE_CONFIRMATION_WARRANTY - 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. 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. The action SERVICE_CONFIRMATION_FILL - 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 schedule and start conditions are blank by default. 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. 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. The action SERVICE_ORDER_FILL - 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. The schedule and start conditions are blank by default.
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.
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 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. When you select the relevant service parts they are added to the service item as subitems.
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. Effects on System Administration 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. Effects on Customizing 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.
See also 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.
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.
Effects on Customizing To use this function, activate the feature Transfer Note Texts to Follow-On Appl. in Customizing for Customer Relationship Management, under Billing -> Configure Application.
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.
Effects on Customizing 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.
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. Effects on Customizing 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.
Note In order to use this function, you need to activate the business function Service Parts Management: Innovations in ERP (SPE_CI_1), available as of SAP enhancement package 5 for SAP ERP 6.0. You cannot use this function for TPOP sales items in service orders. Effects on Customizing 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.
Effects on Customizing 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) 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. 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. Effects on Existing Data 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. Effects on System Administration 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. Effects on Customizing 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) SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> Application Help -> SAP Customer Relationship Management -> Basic Functions -> Billing -> Data Retention Tool Extended (DARTX)
Effects on Customizing 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 Currencies. To 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 Settlement (BUS20830). Note that, when the expiry date in the Error fr. 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 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. 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
Effects on Customizing 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 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 -> CountrySpecific Functions For more information on retroactive billing for Poland, see SAP Notes 1284347 and 1284349.
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. Effects on Existing Data 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. Effects on Customizing 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 As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service (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. To optimize system performance, you can use lean items in the provider order. For more information, see the release note Lean Items for Provider Order for Telecommunications (New). Effects on Existing Data 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: Pricing This table contains the basic rate plan and the variant conditions defined in the configuration. By default, the Recurring column represents the gross price as in the Order Items table. You can personalize the table to show also the net recurring price. Components If you have defined lean items in Customizing, this table displays lean items. If you have not defined lean items, the table remains empty. 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 tree view By clicking links displayed in the item 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 column is empty and not editable. The duration is set to the default value as specified in the product master data. Changing the duration adjusts the respective price in the Pricing table and the price in the Order Items table. Effects on Customizing 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.
Effects on Customizing 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 As of SAP enhancement package 1 for SAP CRM 7.0, business function Sales and Service (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. Effects on Customizing To use SAP Real-Time Offer Management, you have to activate the business function SAP Real-Time Offer Management (CRM_RTOM_1). You make the settings for this function in Customizing for Customer Relationship Management for the following activities: 13. Interaction Center Customer Relationship Management -> Interaction Center WebClient -> Basic Functions > Real-Time Offer Management Telecommunication Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications -> Interaction Center WebClient -> Integrating Real-Time Offer Management
14.
See also 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)
Gantt Chart The user interface (UI) of the Gantt chart has been improved and is now based on Adobe Flash.
Google Maps Google Maps has been integrated into the WebClient UI. You can display resources, demands, and assignments. You can send an e-mail to a resource including the route directions and the details of an assignment. You can use the vicinity search to search for the nearest resource for a selected demand. This allows you to find and assign the nearest available resource. The following functions of Google Maps are not supported: Traffic conditions Street View (panoramic view)
Effects on Existing Data For usability and performance reasons, the UI of Gantt chart of the resource planning application has been reworked as follows: 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.
Effects on System Administration To integrate Google Maps, you must register your Web site domains with the map service provider and request a map account ID. This map account ID has to be specified in Customizing for Customer Relationship Management, under Workforce Deployment -> General Settings for Service Resource Planning -> External GIS Integration -> Define Map Account. If you do not register your Web site domains or if you do not enter a map account ID in this Customizing activity, the Map assignment block is not displayed, neither in personalization nor in configuration. To use the Gantt chart, you must install Adobe Flash Player. Effects on Customizing You make the Customizing settings for the integration of Google Maps in Customizing for Customer Relationship Management, under Workforce Deployment -> General Settings for Service Resource Planning -> External GIS Integration.
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 Locations and Geocoding with GIS Information
Effects on Customizing 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.
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 overview page, the newly created ERP transaction will appear in the relevant assignment block. 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. You can maintain these parameters under transaction BSP_WD_CMPWB. Next, enter component BP_ERPBT, choose Views -> Configuration tab page-> Choose Configuration pushbutton (for example, select ERPORDER for ERP orders). From here, you can maintain the required data retrieval parameters at the bottom of this page. The following data retrieval parameters are available for the corresponding assignment blocks: ERP Quotations: Posting Date, Transaction Type, Valid From/To parameters ERP Sales Orders: Posting Date, Transaction Type parameters ERP Contracts: Transaction Type, Valid From/To parameters
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. For more information on data retrieval parameters, see the release note UI_FRW_1_DOCU: Configurable Data Retrieval (New). Effects on Existing Data 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 personalization. Alternatively, you can remove them again if they are not required. See also 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.
Effects on Existing Data The WebClient UI of the quotation application has been enhanced in the following ways: A new assignment block Price Approvals is available. 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. A new field Deal Score is available in the quotation details. It provides the overall profitability score of the quotation based on the evaluation made by SAP Price and Margin Management.
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 (CustomerQuoteProcessing)
The following new service interfaces are available for this: Price Agreement Action Out (CustomerQuoteProcessingPriceAgreementActionOut) Price Agreement Processing In (CustomerQuoteProcessingPriceAgreementProcessingIn) Price Agreement Processing Out (CustomerQuoteProcessingPriceAgreementProcessingOut) Query Price Agreement Out (CustomerQuoteProcessingQueryPriceAgreementOut)
The following new operations are available for this: 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)
Effects on Customizing You make the Customizing settings for deal management in Customizing for Customer Relationship Management under Transactions: Basic Settings -> Define Transaction Types In the Customizing header for quotation transactions of the sales business transaction category, select the new checkbox Enable Deal Management for Quotation. Settings for Sales Transactions -> Settings for Quotation Integration with SAP Price and Margin Management Complete the following activities: See also 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. Assign Condition Type to Negotiable Price Define Negotiable Discount Types Assign Condition Types to Negotiable Discount Types BAdI: Control SAP Price and Margin Management Checks
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 (CRM_WEB_CHANNEL) is available. This business function allows you to use SAP Web Channel Experience Management with an SAP CRM back end. 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). 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. Effects on Customizing 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 http://help.sap.com/wec Master Guide for SAP Web Channel Experience Management on SAP Service Marketplace at http://service.sap.com/instguides
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. For more information, see SAP Note 1622166. See also 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.
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 (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: SAP ERP enhanced rebate processing with accrual building in SAP ERP backend system. 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
For more information, see the following release notes: 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)
Effects on System Administration 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) CRM_CF_1: Generic Functions for Claims (New)
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 (CRM_CF_1). For more information, see the main release note for business function 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 realtime 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 (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. 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. 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. 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.
17.
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.
Effects on System Administration 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)
Effects on Customizing 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 (SDBIL) component in SAP ERP, stored as billing documents, and further processed (through to financial accounting). This enables customers already using Billing (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. This integration option supports the following scenarios: Processing of claim settlements in SAP CRM and use of Billing (SD-BIL) for the following: Taxation of claims, invoice claims, deduction claims, and settlements, with tax account determination in SAP ERP (for more information, see the release note 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 (ERP_CF_INTEGRATION_1) in SAP enhancement package 5 for SAP ERP 6.0. Settlement data for prepayments and carried-over prepayments is not transferred to Billing (SD-BIL). This integration scenario is not supported for the following processes : Billing in SAP CRM Intellectual Property Management Rebate settlement processing in SAP CRM
Effects on System Administration Settlement data can be transferred to Billing (SD-BIL) and also directly to the SAP ERP accounting components. For data to be transferred correctly from 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. Effects on Customizing 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) .
Effects on Customizing To use this function, activate the feature Transfer Note Texts to Follow-On Appl. in Customizing for Customer Relationship Management, under Billing -> Configure Application.
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.
Effects on Existing Data The WebClient user interface (UI) has been updated as follows: The New pushbutton is available from the claim submissions search results list to manually create a claim submission for an invoice claim. New search criteria relating to taxation are available in the search page for 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 Claim Submission Details Tax-relevant fields in the Amounts section under Claim Submission Details Tax-relevant user and system statuses Taxes and Amounts assignment block This allows you to enter the tax code and net amounts.
Calculated Taxes and Amounts assignment block This displays the amount results of the tax difference report. 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 block. A Net Amount field has been added to the Amounts section for carried-over prepayments and chargebacks with tax.
Effects on Data Transfer 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 activity in Customizing. 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 Edit G/L Account Centrally (FB03) transaction. You can navigate to this document directly from SAP CRM using the Transaction History assignment block in the overview page for the claim submission.
You can use SAP CRM Billing integration to settle claims as in previous releases. However, you also have the option of using the 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. Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the following activities: Claims Management -> Define Basic Settings for Claim Taxation in TPM Billing -> Configure Application To enable claim taxation in this existing activity, you must activate the following billing features: Claim Taxation Determination of Reconciliation Account
Ref. Predecessors in Billing Doc. Item Furthermore, to use the 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 Claims Management -> Integration -> Integration to Accounting -> Define FI Subledger for Manual Claim Submission Input Tax Claims Management -> Integration -> Integration to Accounting -> Check ERP Payment Block Reasons Funds Management -> Funds Plan and Funds -> Define Expense Types This is an existing activity to which the column Tax Direction has been added to indicate the type of tax. Transactions -> Basic Settings -> Define Transaction Types This is an existing activity to which the following features have been added: The Source Type 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. A new Customizing header for claim submission transactions of transaction category BUS2000310 Claim Submission has been added. It allows you to define whether you want the Taxes and Amounts 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. The Tax Relevant checkbox has been added to the claims, chargebacks, and carried-over prepayments business transactions.
Claims Management -> Integration -> Integration to Dispute Management -> Map Dispute Case Types to Transaction Types This is an existing activity. You use it to ensure that dispute cases are mapped to claim submission types that support taxation.
See also Release note CRM_CF_1: Generic Functions for Claims (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 -> 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
Effects on Existing Data The WebClient UI has been updated as follows: The business role Trade Finance Professional (TRD_FIN_PRO) has been enhanced to include the live rates functionality. The Live Rates Plans application is available under Funds Management in the navigation bar.
The following new search parameters are available for fund postings: Performance Budget Performance Budget Manual Update
Effects on Data Transfer You must download the account and product hierarchies used in live rates planning from SAP ERP to SAP CRM and SAP NetWeaver BW. Effects on System Administration You use the following new reports in the live rates planning process. Each of them can be run as a background job: Live Rates Planning Elements Creation 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 Fund Determination This report performs the following functions: Determines the funds that are available for live rates planning and builds the Additional Fund Budget assignment block in the live rates plan Determines the account hierarchy node and product hierarchy and category combinations that can be used for live rates planning
Live Rates Pertinent Master Data Changes (PMDC) 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 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. Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the following sections and activities: Funds Management You make settings in all of the activities under 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. Trade Promotion Management -> Live Rates You make settings in all of the activities in this new section. Transactions -> Basic Settings You define transaction types for performance budget updates and for manual performance budget updates in Define Transaction Types. 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.
See also
Master Data -> Territory Management You make settings in all of the activities under territory management.
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). 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 -> Trade Promotion Management -> Live Rates Planning. 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 -> Territory. 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: 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. As of SAP enhancement package 1 for SAP CRM 7.0, business function Claims and Funds Management (CRM_CF_1), smart filtering is used to upload changed values only and ignore the unchanged ones. This improves upload performance considerably. New Upload Reports As of SAP enhancement package 1 for SAP CRM 7.0, business function Claims and Funds Management (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. The reports use middleware to upload the data and replace existing reports that use RFC calls. Discounts and Free Goods Load 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 External Settlement posting transaction. From these values, fund postings are generated for the Settled, Externally Settled, and Expensed value categories. You may choose to run this report instead of the existing Discount Load RFC report that covers discounts but does not cover free goods. Sales Volume Load (Middleware) 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. You may choose to run this report instead of the existing Sales Volume Load RFC report. External Accruals Load 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 Settled and the Accrual Balance value categories. The Settled value category is only updated if there have been settlements in SAP ERP. 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. Actuals and Commitments Load 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 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 Commitments value category. You may choose to run this report instead of the existing Actual Download from ERP RFC report that covers actuals but does not cover commitments.
Effects on Existing Data In the claim details, there is a new field Ignore Duplicate Reason where the claims analyst identifies the reason why the claim is valid, even though the system has identified it as a duplicate. In claims, there is a new Duplicate Claims assignment block where duplicate claims are identified. Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, in Claims Management -> Claim Deduplication. Define Deduplication Profiles to define how to identify duplicate claims. The Business Add-In (BAdI) BAdI: Claim Deduplication 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).
See also 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.
Effects on Existing Data The WebClient user interface has been updated to include the following: Search page for claim chargeback recoveries Claim Chargeback Recovery overview page In addition to common elements such as general data, assignment blocks for projectbased and funds-based chargebacks are available to view and edit.
Effects on Data Transfer 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. Effects on Customizing
Customizing for SAP CRM You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the following activities: Transactions -> Basic Settings -> Define Number Ranges Number ranges for claim chargeback recoveries have been added to this existing activity.
Claims Management -> Claim Chargeback Recovery -> Map Systems to Transaction Types Claims Management -> Claim Chargeback Recovery -> Business Add-Ins (BAdIs) -> BAdI: Data Exchange 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: 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, in the following activities: 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 Dispute Management -> Process Integration with Accounts Receivable Accounting -> Integration with Claims Management -> Automatic Claim Chargeback Recovery Process -> Transfer Payment to CRM
You make the Customizing settings for this function in Customizing for 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
Effects on Existing Data The WebClient user interface has been updated as follows: The Combine pushbutton is available for the claim submissions search results list. 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: The Claim Submissions assignment block is available as a read-only summary of claim submissions included in the combined claim. There is no information relating to claim submission amounts in the Amounts area of the Claim Details section. The system displays the claiming account of the first claim submission added to the combined claim in the General Data section, and there is no Payee field. There is a New Status field instead of a Set Item Status field, since combined claims are validated and approved only at the header level. You cannot approve at the item level. Claim submissions are displayed in the Resolution assignment block, and can be removed by selecting the claim submission and then choosing the Delete pushbutton. Two new options are available under 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 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. The 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.
Effects on Customizing
You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the following activities: Transactions -> Basic Settings -> Define Transaction Types 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) -> BAdI: Defaulting and Distributing Amounts
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 -> Claims in the TPM Business Scenario 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
Effects on Existing Data The following assignment blocks have been added to various claim objects: Parties Involved This displays customized partner functions. This assignment block is available for claim item objects. Additional External References 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. Scheduled Actions 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.
Effects on Customizing 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 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 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 -> Claims Management
For more information, see the following release notes: Partnerships Partner Communication Partner Point Account Activities and Operations
Effects on System Administration 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.
Effects on Customizing You make the Customizing settings for this function in Customizing for CRM-LOY-PSH to maintain partnership settings in the following customizing activity: See also Business function release note: Loyalty Partner Management (New) Define Partnership Settings
The following BAdIs are used to modify the functionalities of a partnership: BAdI: Partner Tier Validation BAdI: Partnership Validation BAdI: Additional Operations for Partnerships BAdI: Additional Operations for Partner Tier Mapping
Effects on Existing Data Enhancements have been made on the WebClient UI in the following pages of: Membership Member Member Activities Partner Point Transactions
Effects on Customizing You make Customizing settings in the following Customizing activities: See also Business Function Release Note Loyalty Partner Management Create Rules Create Rights
Effects on System Administration 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. Effects on Customizing You make the Customizing settings for this function in Customizing for CRM-LOY-PPA in the following customizing activities: See also Business function release note: Loyalty Partner Management 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: BAdI: Enabling EEW Fields for Editing
Effects on Existing Data 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. Effects on Customizing 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)
Loyalty management CRM Web Channel integration has an impact on your Web shop and your account transactions page in the WebClient UI. Effects on Customizing 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)
Effects on Customizing You make Customizing settings in the following Customizing activities: See also Business function release note: CRM_LOY_PROD Loyalty Productivity (New) 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 Define Categories and Types for Sales Order Integration
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.
Effects on Customizing You make Customizing settings in the following Customizing activities: See also Business function release note: CRM_LOY_PROD Loyalty Productivity (New) Web Channel Integration release note: Loyalty Management CRM Web Channel Integration (Enhanced) Define Mixed Payment for Sales Order Integration Determine Point Procedures Assign Product Hierarchy for Sales Order Integration BAdI: Determine Point Price using Condition Technique
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
Effects on Existing Data 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
Effects on Customizing You make Customizing settings in the following Customizing activities: See also Business function release note: CRM_LOY_PROD Loyalty Productivity (New) Define Voucher Code Variants Define Number Range Interval for Voucher Codes BAdI: Convert Voucher Code to Alphanumeric Form
Effects on Customizing You make Customizing settings in the following Customizing activities: See also Business function release note: CRM_LOY_PROD Loyalty Productivity (New) Define Receiver Types Define Events and Assign Receiver Types Define Residence Time for Outbound Correspondence Define Outbound Correspondence Profiles BAdI: Business Logic for Outbound Correspondence
Effects on Existing Data 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. 21.
The loyalty card status management is enhanced in CRM EhP1. 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.
Effects on System Administration 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. 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. 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. 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.
23.
24. 25.
Effects on Customizing 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. 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. The different card layouts are maintained in the Customizing activity, Define Membership Card Types, Layouts, and Status -> Define Card Layouts. 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. The card types are associated with the loyalty program types in the Customizing activity, Define Profiles for Loyalty Program Types. 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.
27.
28. 29.
30. 31.
Effects on Existing Data The following overview pages are enhanced on the UI: Membership Membership Search Individual Account
Effects on Customizing You make the Customizing settings for this function in Customizing for CRM CRM-LOY-MSH in the following customizing activities and BAdIs: See also Business function release note Loyalty Productivity (New) Define Follow Up for Memberships BAdI: Membership Additional Attributes BAdI: Membership Account Deduplication BAdI: Membership Save BAdI: Membership Tier Change - Merge/Split BAdI: Membership Uniqueness Check
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. For more information, see the following release notes: Marketing Professional Role Expense Commitment and Settlement Tracking (New) Integration of Campaign with Funds Management (New)
Segmentation with High Data Volume After activating this business function, the following segmentation functions are available for segmentation with high data volume: Segmentation of marketing prospects 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 based on relationships Segmentation based on relationships is now also possible for segmentation with high data volume and for the relationship Is Contact Person Of. When modeling segments, you can now convert the business partner category organization into the business partner category person. 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. To use this feature, you need to specify the business partner category to which the business partners in a data source belong (persons or organizations) when creating the data source. Segmentation based on related objects Segmentation based on related objects is now also possible for segmentation with high data volume. Data aggregation It is now possible to aggregate data within TREX. 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 Automated multi-wave campaigns with variable-volume communication 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. Improved flexibility for correspondence languages for mail campaigns 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 compatibility and usability for personalized mail An availability check for attributes can be performed if the attributes are supported by business partners or marketing prospects. Dedicated user interface for file export 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. Easy access to high-volume export files 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.
External List Management for High-Volume Improved mapping format for marketing prospects 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 usability for marketing prospects You can filter marketing prospect search results based on Segmentation Basis GUID filter criteria using the Business Add-In, 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
Usage tracking of rented marketing prospects 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. Conversion of marketing prospect to business partner Enhancements to conversion of marketing prospect to business partner include the following: 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 mapping format. 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. 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.
Upload Marketing Prospects to TREX With this business function, you can upload marketing prospect data to TREX. The data uploaded to TREX is available for segmentation. Improved management of rented external lists Deletion of marketing prospects generated from rented external lists deletes all the rented business partners created from the marketing prospects. Easy access to target group overview page 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.
Settings for Segmentation Define Operations for Processing Target Groups 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.
Settings for High-Volume Campaign Execution Define Communication Medium Make Settings for Parallel Campaign Execution Define File Export Variants Enable Access to Files from Campaign Execution
Settings for External List Management 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
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
Campaign To-Dos You can manage campaign-internal activities (campaign 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 in the campaign Manage campaign-specific activities and tasks for business partners in association with campaigns
Campaign Templates You can use campaign templates to 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. Third Party Digital Asset Management You can use third party digital asset management integration to do the following: 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 Mail form transports You can search for and select a mail form defined in one system and trigger the transport
of this mail form and its translations (and related information) to a destination system. Original language of mail form You can now choose the original language of your mail forms. The language can now differ from the logon language you use. File export UI There is now a new UI for high-volume mail forms and mail forms of usage File Export. Product tables You can now use the Product Table button to add a placeholder in mail forms where you can insert product tables.
Campaigns Default execution language You can specify the default execution language assigned to a campaign. This does not have to be your logon language. Export of multiple values of marketing attributes 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 product data In marketing campaign mail forms, the file export feature has been enhanced to include product attributes. Dates assignment block Campaigns now include a new Dates assignment block. Here you can edit date ranges for your campaigns, or simply a start date, according to your Customizing settings. NOTE: Additional date ranges can be type-dependent for all Marketing objects. Search for target groups assigned to specific campaign The search functionality has been enhanced so you can now search for target groups assigned to a specific campaign.
Segmentation Change logs 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. Additional field for archiving You can now archive your segmentation models more easily by choosing a particular date on which to archive your segmentation models, using the 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.
Effects on Customizing For more information, see the following release notes: Integrated Marketing Calendar (New) Campaign To-Dos (New) Campaign Templates (New) Third Party Digital Asset Management Integration (New)
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: Your marketing project clusters could be based on trade promotions [short-term, long-term, and price promotions]. Select the cluster of trade promotions. Click the 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 Telemarketing. Select 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 to see all direct mailing campaigns which start and end in the year 2009 in the graphical display area of the calendar. Allows structuring of marketing projects shown in the graphical display area according to the users needs. >> 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. >> 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.
Role Based Configuration 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 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. 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
Effects on Existing Data The Integrated Marketing Calendar is enabled for the following business roles: Marketing Professional TPM Professional Trade Finance Professional Trade Claims Professional
Effects on Customizing 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.
You have also mapped the campaign to-dos and additional settings to a campaign type in Customizing for Customer Relationship Management, by choosing: 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.
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.
To support integration, the third party DAM vendor must provide the corresponding services. Effects on Customizing 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 Generate Search Criteria
You can also implement the consistency check for digital asset assignment in Customizing for Customer Relationship Management, by choosing: Basic Functions -> Third Party Digital Asset Management Integration -> Business Add-Ins (BAdIs) -> BAdI for Digital Asset Assignment.
For more information, see the following release notes: 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 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) CRM_TPM_1: Fund Usages (Enhanced)
Effects on Existing Data In the WebClient user interface, the trade promotion Agreement overview page has been enhanced in the following ways: Options for creating trade promotions and refreshing the trade promotions list are available in the Trade Promotions assignment block The Analysis assignment block has been added
Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the following activities: 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 -> Trade Promotions 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 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 AddIns (BAdIs) -> BAdI: Define Additional Functionality for TP Agreements Trade Promotion Management -> Trade Promotion Agreements -> Business AddIns (BAdIs) -> BAdI: Cascading Changes from Agreements to Trade Promotions
Effects on Existing Data In the WebClient user interface, the Mass Approve: Trade Promotion page has been enhanced in the following ways: The Mass Approve in Background pushbutton has been added The 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
Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the following activities: 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 -> Define Settings for Parallel Processing Trade Promotion Management -> Trade Promotions -> Parallel Processing -> Business Add-Ins (BAdIs) -> BAdI: Job Processing Enhancements
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 -> Trade Promotions 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
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.
Effects on Existing Data 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. Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the following activities: 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 Trade Promotion Management -> Trade Promotions -> Trade Spends -> Spend Value Overview -> Settings for Product-Based Spend Value Overview -> Define Volume Maintenance Trade Promotion Management -> Trade Promotions -> Trade Spends -> Spend Value Overview -> Settings for Product-Based Spend Value Overview -> 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) -> BAdI: Distribution of Volume
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 -> 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
Effects on Existing Data 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. This BAdI currently has two implementations by default: CRM_MKTPL_OL_ASG_TPM_PROD_DIM 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. Effects on Customizing 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
Effects on Existing Data 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 overview page: Under More in the Work Area toolbar This balances all fund usages associated to the trade promotion. From the Planning assignment block You can select one or more trade spends. This balances the corresponding fund usages. From the Fund Usages assignment block You can select one or more fund usages to balance.
Effects on Customizing 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 step. 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 -> Funds Management -> Fund Usages 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
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 is available. 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.
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). For more information, see the following release notes: 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 -> SAP Real-Time Offer Management CRM_RTOM_1: Real-Time Offer Management Integration into CRM Marketing CRM_RTOM_1: RTOM Application Toolkit (New) CRM_RTOM_1: Real-Time Offer Management Analytics (New)
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.
Effects on Data Transfer 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. Effects on System Administration 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.
Effects on Customizing You make settings for this function in Customizing for Customer Relationship Management for the following activities:
See also
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.
CRM_RTOM_1: Business Function SAP Real-Time Offer Management (New) CRM_RTOM_1: Real-Time Offer Management Analytics (Enhanced)
Effects on Existing Data 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
Effects on Data Transfer 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. Effects on System Administration
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. Effects on Customizing Condition groups are defined in Customizing for Customer Relationship Management under CRM Cross-Application Components -> Rule Builder -> Define Rule Policy Types 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. 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). See also CRM_RTOM_1: Real-Time Offer Management Integration into CRM Marketing
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 -> Display SAP NetWeaver BI Reports in CRM. For more information about NetWeaver BI Content improvements, see the release note on SAP Help Portal at http:/help.sap.com -> SAP NetWeaver -> BI Content. Effects on Customizing To use the dashboards and reports, you have to activate the business function SAP BusinessObjects Integration and CRM Interactive Reporting (CRM_ANA_BOB). 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 -> SAP Real-Time Offer Management. CRM_RTOM_1: Business Function SAP Real-Time Offer Management (New) CRM_ANA_BOB: SAP BusinessObjects Integration and CRM Interactive Reporting (New)
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. Effects on Existing Data When you activate this business function, the Original Language field is available when you create a mail form.
Extend marketing reach through increased collaboration between corporate marketing organizations and channel partners Campaign participation and enrollment 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 >> Manually, by sending notifications Capability to incorporate partner logos, partner sales rep signature and photos into customer communication. 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 for campaign planning and execution Mass status change capabilities to centrally set statuses of partner campaigns. 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 to optimize campaign success through more targeted marketing efforts Capability to include a note from the partner in the end customer communication to promote additional products or services. 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. 33. Campaign planning, where a campaign or channel manager plans, analyzes and adjusts key figures. Campaign development 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, 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, 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.
34.
35.
36.
Effects on Existing Data 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.
Effects on Customizing Define Access Sequences Define Status Profile for User Status Define Partner Determination Procedure Define Text Determination Procedure Define Types/Objectives/Tactics Define types for Collaborative Campaign, Template Partner Campaigns and Partner Campaigns Define the following channel scenarios for types: 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 Collaborative Campaigns Map Template Partner Campaigns to Partner Campaigns under Type Mapping
Notification profiles: 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 Campaign To-Dos 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.
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).
Effects on Existing Data Before you activate the business function Partner Channel Management, Market Development Funds, you must do the following: 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_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 do the following: 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 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.
Effects on System Administration 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: CRM_PCM_MDF_1: Fund Status Management (Enhanced) CRM_PCM_MDF_1: Accruals (Enhanced) CRM_CF_1: Generic Functions for Claims (New)
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 (CRM_PCM_MDF_1). For more information, see the main release note for business function 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.
See also Release note CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (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 -> Partner Channel Management -> Market Development Funds -> MDF Program.
Brand Owners 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. Effects on Existing Data 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 CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (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 -> Partner Channel Management -> Market Development Funds -> Funds Management -> Funds -> Fund Status Management.
The search result lists include the following new fields: Assigned Partner 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 Description 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, Multiple Partners is displayed. Partner Hierarchy Node ID Partner Hierarchy Node Description
See also
The new fields are available in the search result lists for the following: Searches for funds Fund determination for budget postings Fund determination for budget reservations for MDF initiatives and MDF claims
Release note CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (New)
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 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. Note: To modify the accrual calculation process to better meet your business requirements, you can use the Business Add-In 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 CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (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 -> Partner Channel Management -> Market Development Funds -> Funds Management -> Accruals.
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.
Effects on Existing Data 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 is not available in the partner manager view. You can view a sum of the line item expired amounts for a claim document in the Released After Expiration field in the Claim Details, Resolution, and Item Details assignment blocks. You can view a sum of the approved claim amounts that have expired in a fund in the Expired Approved Claim field in the Checkbook assignment block.
Effects on System Administration 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 CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (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 -> Partner Channel Management -> Market Development Funds -> Claims Management in the MDF Business Scenario -> Claims Expiration.
Effects on Existing Data 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. Effects on System Administration 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. Effects on Customizing You make the settings for automated budget transfer in Customizing for Customer Relationship Management in the following Customizing activities: See also Release note CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (New) 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. Define Transaction Types for Automated Budget Transfer Define Settings for Automated Budget Transfer
Effects on Existing Data 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. Effects on Customizing 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 CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (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 -> Partner Channel Management -> Market Development Funds -> Budget Management.
Effects on Existing Data 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 (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: 37. 38. Schedule a job (transaction SM36). Choose the Job wizard pushbutton for a step-bystep process for creating a job. Execute a job (transaction SM37). For information on selecting and executing a job, choose the Information pushbutton. Depending on the amount of data to be processed, the duration of the job can vary from seconds to hours. View the job log for details after the job has finished.
39.
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.
Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the following: See also Release note CRM_PCM_MDF_1: Validation Sheet (Enhanced) Release note CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (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 -> Partner Channel Management -> Market Development Funds -> Causal Factors for MDF. Define Causal Factor Profiles, Types, and Default Values Assign Causal Factor Types to Expense Types Values for Customer Causal Factor Fields
Causal Factor History In this assignment block, you can see who changed what and when the change was made. 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.
Effects on Existing Data 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 (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: 40. 41. Schedule a job (transaction SM36). Choose the Job wizard button for a step-by-step process for creating a job. Execute a job (transaction SM37). For information on selecting and executing a job, choose Information. Depending on the amount of data to be processed, the duration of the job can vary from seconds to hours. View the job log for details after the job has finished.
42.
Effects on System Administration Scheduling of Archiving The new archiving object CRM_VALSH can process both validation sheets and validation sheet snapshots. 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.
Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, under: Define Validation Sheet ID Number Range Define the number range for the IDs of the validation sheet. Enhancements for Validation Sheet Archiving Object CRM_VALSH
BAdI: Archivability Check of Validation Sheet Objects 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: Writing of Add-On-Specific Data to Archive 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. Extract Validation Sheet Snapshots You use this activity, to extract the validation sheet snapshots to SAP NetWeaver Business Warehouse.
See also Partner Channel Management, Market Development Funds (main release note for the business function) CRM_PCM_MDF_1: Causal Factors (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 -> 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 As of enhancement package 1 of SAP CRM 7.0, business function Partner Channel Management, Market Development Funds (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: 0CRM_CLAIM was enhanced with field SNAPSHOT_GUID. 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.
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. 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. Effects on Existing Data These two new fields do not affect previously existing data; you do not need to update existing data. See also Release note CRM_PCM_MDF_1: Business Function Partner Channel Management, Market Development Funds (New)
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 (CRM_IC_CEBP) is available. With this business function, you can implement enhancements to communication-enabled business processes and interaction center (IC) functionality. 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. For more information, see the following release notes: 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 (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)
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, 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. See also Release Note CRM_IC_CEBP: Business Function IC and Communication-Enabled Business Processes (New)
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
Effects on Existing Data The WebClient UI has been updated to include a Checklist 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. Effects on Customizing 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 Define Basic Settings for Checklist
To define rule policies for checklist processing, the following new rule policy contexts are available: 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. Checklist Determination Checklist Step Partner Determination
Effects on Customizing 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 following changes have been made: See also SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core -> Customer Relationship Management -> Interaction Center -> Interaction Center WebClient. The Allow Rescheduling checkbox has been added to the Business Transaction Profile view. The Automatic Text Entry for Call Rescheduling view has been added.
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
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, EMail, 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.
Effects on Customizing 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 Release note CRM_IC_CEBP: IC and Communication-Enabled Business Processes
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. Effects on Customizing 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. Here you define a communication processing profile where you can select which type of alerts you want to use. An existing Customizing activity has been enhanced in Customizing for Customer Relationship Management under Interaction Center WebClient -> Agent Inbox -> Define Inbox Profiles. You can now enable lean search or asynchronous search, and select a time interval for the search result alert. See also Release note CRM_IC_CEBP: IC and Communication-Enabled Business Processes
Once a contact has been confirmed on the account identification screen, this contact is transferred to the Contact Person partner function of the following CRM business transactions: ERP sales order 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
Effects on Existing Data A new button called Import Scratch Pad has been added to the UI for the relevant transactions. For ERP sales orders, ERP quotes, and ERP contracts, a selection dialog box now appears when the system finds more than one matching partner. See also Release note CRM_IC_CEBP: IC and Communication-Enabled Business Processes
Effects on Existing Data A new button called New Session has been added to the IC toolbar. Effects on Customizing 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 Release note CRM_IC_CEBP: IC and Communication-Enabled Business Processes
Effects on Customizing 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 Release note CRM_IC_CEBP: IC and Communication-Enabled Business Processes
Effects on Existing Data 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. Effects on Customizing 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 Release note CRM_IC_CEBP: IC and Communication-Enabled Business Processes
CRM_IC_CEBP: CAD Attributes in the Rule Modeler and Alert Editor (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 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. 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. Effects on Existing Data A new sample CAD attribute called ORDER_NO is available. This attribute can be used to retrieve the number of a service request. A new action called 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. Effects on Customizing 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
Effects on Existing Data 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
The sample Product Support task-based UI can be accessed by the following methods: Navigation bar link Intent-driven interaction based on rules defined in the rule modeler Interactive script navigation Alert navigation
Effects on Customizing 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)
Effects on Existing Data The WebClient user interface has been updated to include the following: 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
Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, under E-Mail Response Management System -> Define Repository. A new view has been added that allows you to define actions and action parameters for the rule policy call hierarchy. 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 -> Basic Functions -> Rule Modeler
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.
For more information, see the following release notes: 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)
Effects on Customizing 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 -> 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 Release Notes for the following business functions in the corresponding ERP systems: 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)
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
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. Effects on Existing Data The WebClient UI has been updated to include a Checklist 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. The WebClient UI of the Business Context assignment block has been updated for the following business transactions: Service request 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. Effects on Customizing 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
Define Basic Settings for Checklist To define rule policies for checklist processing, the following new rule policy contexts are available: 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 CRM_SHSVC: Business Function Multifunctional Shared Service Interaction Center 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_SHSVC: CAD Attributes in the Rule Modeler and Alert Editor (New)
Use As of SAP enhancement package 1 for SAP CRM 7.0, business function Multifunctional Shared Service Interaction Center (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. 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. Effects on Existing Data A new sample CAD attribute called ORDER_NO is available. This attribute can be used to retrieve the number of a service request. A new action called 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. Effects on Customizing 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: Users and Roles in SAP CRM and SAP ERP (New)
Use As of SAP enhancement package 1 for SAP CRM 7.0, business function Multifunctional Shared Service Interaction Center (CRM_SHSVC), you can use the following roles for setting up and operating specific corporate shared services: Business Roles
ERP users to create and search for service requests from an ERP system. IC_AIC_AGENT Accounting IC Agent This business role allows
service agents to process Accounting-specific service requests in the Accounting Interaction Center (AIC). IC_EIC_AGENT Employee IC Agent This business role allows
service agents to process HCM-specific service requests in the Employee Interaction Center (EIC). 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 (TIC). 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. PFCG Roles
Technical Name
Description
SAP_FIN_INT_SELF_SERVICE Financials Internal Self Service users to start the ISS home page.
Technical Name Description Use 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.
Effects on System Administration 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 (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. 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 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 (BUP003). 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 Financial Organization (FSSC01). Effects on Customizing 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: BF Multifunctional Shared Service Interaction Center
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) Effects on System Administration 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 (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. To enable ERP users to create and search for service requests from applications in ERP Financials, you must ensure the following: You have activated the business function FI, Enablement for Financial Shared Services (FIN_SSC_AIC_1) in the ERP system. This business function is available as of SAP enhancement package 5 for SAP ECC 6.0. ERP users have identically named user master records with business role 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 (BUP003).
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 Financial Organization (FSSC01). 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. Effects on Customizing You can find a list of ERP transactions available for the service agent in Customizing activity Copy/Delete Launch Transactions. The transactions in ERP Financials are denoted with prefix ERP_FIN_*. Business roles are defined in the Customizing section for Business Roles. 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
Release note CRM_SHSVC: Business Function Multifunctional Shared Service Interaction Center
The 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. Effects on Data Transfer The new work centers are located in the Interaction Center navigation bar. Effects on System Administration As a prerequisite for these work centers, an agent needs the business role AIC Agent (IC_AIC_AGENT). Effects on Customizing 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/crmcore -> 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 The SAP Library for SAP ERP on the SAP Help Portal under 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 -> CrossApplication Enterprise Business Functions -> Enterprise Shared Services -> FSCM,
Enablement for Financial Shared Services Release note for business function Multifunctional Shared Service Interaction Center Release note for business function FSCM, Enablement for Financial Shared Services (FIN_FSCM_SSC_AIC_1) in the system in which SAP Collections Management and SAP Dispute Management run
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: Business Function Multifunctional Shared Service Interaction Center
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 ABAPbased user interface. TIC-specific transactions in the navigation bar The following ERP transactions are available in the navigation bar:
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. Effects on System Administration 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 (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. To enable ERP users to create and search for service requests from Travel Management applications: You have to activate the business function Travel Management, Enablement for Shared Services (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 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 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 (BUP003).
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 Financial Organization (FSSC01). Effects on Customizing 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: BF Multifunctional Shared Service Interaction Center
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. For more information, see the following release notes: 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 -> Sales and Service for Gateway to SAP NetWeaver Mobile. Service for Gateway to SAP NetWeaver Mobile Sales for Gateway to SAP NetWeaver Mobile
Effects on Data Transfer 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.
Effects on Customizing 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 Enable/Disable Counters 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 Customer Relationship Management -> Gateway to SAP NetWeaver Mobile -> Service -> Business AddIns See also Release note for the main business function: Sales and Service 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
New Features: Survey management: 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 Define Upload and Download Parameters for Transactional Data. You can create and update surveys for activities on the mobile device.
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.
Effects on Data Transfer 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.
Effects on Customizing 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 Download Surveys 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 Customer Relationship Management -> Gateway to SAP NetWeaver Mobile -> Sales -> Business Add-Ins See also Release note for the main business function : Sales and Service for Gateway to SAP NetWeaver Mobile (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 -> 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 (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. SAP BusinessObjects Dashboards 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: CRM_ANA_BOB: SAP BusinessObjects Dashboards You can import different types of SAP BusinessObjects reports using the Report Assignment wizard. For more information, see the following release note: CRM_ANA_BOB: SAP BusinessObjects Reporting Tools Integration in CRM WebClient CRM Interactive Reporting 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: CRM_ANA_BOB: CRM Interactive Reporting BI Content and CRM Reports 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. Effects on System Administration 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. Effects on Customizing 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 you can define whether a profile shall include SAP BusinessObjects reporting options. The default profile includes Xcelsius dashboards and Crystal reports. See also 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 -> SAP BusinessObjects Integration and CRM Interactive Reporting Release Note CRM_RTOM_1: Real-Time Offer-Management Analytics (New)
Sales Manager Dashboards Team Performance Team Effectiveness - Sales Cycle Team Effectiveness - Marketing Contribution Team Effectiveness - Quotations and Orders
Marketing Dashboards Marketing Executive Campaign Performance Historical Campaign Analysis Lead Analysis Lead Aging Campaign Progress RTOM IC Manager Dashboards RTOM Offer Dashboard
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). Effects on System Administration 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
Effects on Customizing 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)
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
Effects on Customizing 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 Release Note CRM_ANA_BOB: SAP BusinessObjects Integration and CRM Interactive Reporting (New)
Service Service Orders Requests for Change Problems Service Requests Complaints Service Tickets
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 filter is activated. Queries for CRM Interactive Reporting 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. Effects on Customizing You can make settings for the cache table management in Customizing for Customer Relationship Management, under CRM Analytics -> Interactive Reporting -> Cache Management. The cache tables are used to improve the performance of interactive reporting. To map CRM interactive reporting areas to business roles use the settings under Customizing for Customer Relationship Management, in CRM Analytics -> Map Report Areas to Business Role See also Release Note CRM_ANA_BOB: SAP BusinessObjects Integration and CRM Interactive Reporting (New)
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).
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. Integration The system generates a document in FI-CA for each adjustment request item that you approve in CRM. 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:
Contract Accounts Receivable and Payable (FI-CA) automatically calculates any tax due; tax is not transferred from the adjustment request item in CRM.
Determining Source Documents for the Adjustment Request Item 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). 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). Updating Relationships in Contract Accounts Receivable and Payable (Table DFKKOBJRL) If an adjustment request item is approved, then the CRM system updates the relationship of the posted document to the adjustment request item. 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 pushbutton below the list of dunning notices. Worklist Item Management The work item processing provides links to the components Documents and Collection History. 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: FICACOR (Documents) FICACHI (Collection History)
Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager. System Settings for the Integration of Adjustment Requests In Customer Relationship Management (CRM): 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 Categories. The 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.
For more information, see the following release notes: 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)
Effects on Customizing 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.
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). Effects on Existing Data Payment Schedule Billing 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. Field Check for Changes Made to Activated FS Contracts If you are using payment schedule billing, you cannot change the document manually after contract inception (document status is 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. Performance-Optimized Management of Data Storage 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 Effects on Customizing). 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. Effects on Customizing In Customizing for SAP CRM, the following activities and Business Add-Ins (BAdIs) are relevant for performance-optimized settings: Payment Schedule Billing 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 -> Customizing Item level. The following new additional features are available in CRM billing: 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 Assign Item Categories (Advanced)
You make specific settings under Customer Relationship Management -> Financial Services -> Leasing -> Payment Schedule Billing: Set Status "Releasable Before Inception" for Item Categories 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 performanceoptimized pricing. For more information, see the release note CRM_PERFORMANCE: Performance-Optimizing Pricing (New).
Performance-Optimized Management of Data Storage The following new BAdIs are available: Customer Relationship Management -> Financial Services -> Basic Functions -> PerformanceOptimized 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)
Action Determination New action profiles are available in standard Customizing under: Customer Relationship Management -> Basic Functions -> Actions -> Actions in Transaction -> Change Actions and Conditions -> Define Action Profiles and Actions. 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. The rule category for the action conditions has been changed from 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. Partner Determination We have converted the settings in the following Customizing activities in standard Customizing: 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. Determination of Third-Party Programs 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: 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 -> Create Access Sequences.
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 Add-Ins (BAdIs) BAdI: Define Additional Data Mapping for FS Contract Creation BAdI: Define Additional Data Mapping for Object Creation
Accumulation of Amounts Define Financing Views Relevant for Accumulation of Amounts Define Settings for Accumulation of One-Time Fees and Taxes Define Pricing Conditions for Accumulation of Amounts
Note: Before you can bill third-party payments, you must activate the business function Performance Improvements (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. For more information about payment schedule billing, see the following release note: CRM_FS_PERF_1: Performance Improvements for Quotation and Contract Effects on Existing Data WebClient UI 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: 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, Pricing Procedure field. Link to the price document (provided pricing has been executed for the payment schedule, Customizing activity Define Financing Views Pricing Procedure field.
Effects on Data Transfer 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. Effects on Customizing 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.
Note: You must not activate payment schedule billing for existing item categories. Create new item categories for payment schedule billing. 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 Here you define which financing views (such as participation or subsidy) in addition to the lessee view are relevant for billing.
You activate a financing view for billing third-party payments at runtime by associating a thirdparty 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. Settings in Billing for Deriving the Item Categories for the Billing Due List The following new additional features are available in CRM billing: 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 Assign Item Categories (Advanced)
A new Business Add-In (BAdI) is also available: Customer Relationship Management -> Billing -> System Enhancements -> Business Add-Ins > BAdI: Derive Billing Request Items. 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.
WebClient UI: The following assignment blocks are then displayed in the service item in the document: 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. Payment schedule Payment structure Cash flow
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.
The Design Registration Overview Page has been enhanced with the following new entries: The 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 to capture accumulated point of sale (POS) quantities and values based on resale POS data.
These fields are also available as part of the 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.
Master data changes as part of standard delivery are as follows: The product master has been enhanced. We provide the following additional set types: CRM_CSDR_WINMS - Win Metrics CRM_CSDR_THRSL - Opportunity Threshold
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
Effects on Data Transfer 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. 44. 45. Define a logical system Create a new logical system using transaction BD54. Define a port Use transaction WE21 to create a new transactional remote function call (RFC). Maintain the channel partner profile Use transaction WE20 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: Message type CRMXIF_ORDER_SAVE_M Basic Type CRMXIF_ORDER_SAVE_U05 b) Create entries for inbound parameters
5C2 Inbound: Message type CRMXIF_ORDER_SAVE_M Process Code APLI 5C3 Inbound: Message Type SLSRPT Process Code CMS_SLSR
c) d) e)
Select the receiver port and pack size: for 5C2, 5C4 outbound configuration Select the process code for 5C2, 5C4 inbound configuration Select the appropriate receiver port and pack size for 5c3 outbound configuration
f)
46.
Create site and subscriptions In the SAP Easy Access Menu, choose Architecture and Technology -> Middleware -> Administration -> SMOEAC Administration console a) b) c) d) Choose the object type as SITE and click New Enter the site name and type Select the object type as subscription, and create subscription Go to transaction MESG and assign your SITE to this subscription 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
Effects on Customizing 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.
Effects on Existing Data 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. Price Protection Due List: The Price Protection Claim Details assignment block contains the old, new and delta COGS price, unit, and rate fields. New Revalue COGS in Channel Inventory checkbox in the search area, which considers only the COGS price.
Enhanced History assignment block in channel inventory 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. 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
Creation of billing documents 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. 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)
Effects on Data Transfer 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. Effects on Customizing 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: Define Reason Codes for POS Revenue Recognition Specify reason codes that can be used to change, update, or cancel history records in the various resale tracking applications. Map Values for Billing in POS Revenue Recognition Map SAP CRM and SAP ERP so billing documents can be created and posted, by choosing High Tech ' Settings for Point of Sale Revenue Recognition ' Map Values for Billing in POS Revenue Recognition.
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. Integration The system generates a document in FI-CA for each adjustment request item that you approve in CRM. 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.
Determining Source Documents for the Adjustment Request Item 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). 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). Updating Relationships in Contract Accounts Receivable and Payable (Table DFKKOBJRL) If an adjustment request item is approved, then the CRM system updates the relationship of the posted document to the adjustment request item. 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 pushbutton below the list of dunning notices. Worklist Item Management The work item processing provides links to the components Documents and Collection History. 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: FICACOR (Documents) FICACHI (Collection History)
Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager.
System Settings for the Integration of Adjustment Requests In Customer Relationship Management (CRM): 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 Categories. The 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.
The following functions are not available in a non-media system: Title hierarchy upload Enhanced partial payment functions at title level By Title reporting
Effects on System Administration 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. In CRM, activate business function Intellectual Property Management (CRM_IPM_1) In ERP, activate business function IPM, Industry-Independent Back End (ERP_IPM_BACKEND_1).
50. 51.
Activities in the ERP system: Activate the business function IPM, Download to CRM of Material-Related IP Information (ERP_IPM_BACKEND_2). 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.
You can also define your own usages in addition to the default usages. For more information, see Customizing under 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
Effects on Existing Data 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. Effects on System Administration You can modify the Customizing settings of a generic tree profile as required by the specific needs of the application. Effects on Customizing 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. Note: 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. 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.
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 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: - 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 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.
Effects on System Administration 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. Effects on Customizing Defining Mass Change Template Types When saving a mass change template, you must associate it to a specific template type, 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. To maintain mass change template types, you must configure settings in the Customizing activity 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
Effects on System Administration 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) Effects on Customizing 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 Industry-Specific Solutions, Media, Intellectual Property Management, Rights and Royalties Dimensions, Configuration of Enterprise Services, Map Rights Market Segment Codes to Rights Dimension Values.
See also For more information, see the associated enterprise services documentation on SAP Enterprise Services Workplace.
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 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: - 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
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. Effects on System Administration 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. Effects on Customizing Defining Mass Change Template Types When saving a mass change template, you must associate it to a specific template type, 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. To define mass change template types, you must configure settings in the Customizing activity 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
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, for the test 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. Define Date Rules for Usage Data History You can now configure the default start date for usage confirmation history by way of Customizing for Intellectual Property Management, under Transactions -> Settings for IPM Transactions -> Define Date Rules for Usage Data History. Define Attributes for Usage Confirmation System Messages You can now configure the standard settings for a number of usage confirmation system messages by way of Customizing for Customer Relationship Management, under Transactions > Basic Settings -> Define Attributes for System Messages (application area CRM_IPM_USAGE_DATA). Settings that you can configure include: degree of detail, importance of message and active display of message. See also Extensibility For more information on extensibility of the license sales contract, see Extensibility for Intellectual Property Management in SAP Library for Intellectual Property Management on SAP Help Portal at http://help.sap.com. For more information on the application enhancement tool (used for extensibility functions), see 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. ACE Authorization For more information on ACE authorization, see CRM Access Control Engine in SAP Library for Customer Relationship Management (Basic Functions) on SAP Help Portal at http://help.sap.com.
Enhancement Spot
/BEA/BDCPREQC
The BAdIs function as before, however, you need to recreate your implementations of the generated BAdI definitions (see "Effects on System Administration" below). Effects on System Administration 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). Effects on Customizing 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 BAdI: Copying Requirements for Cancellation
The BAdI definitions for Billing Engine application IPMO can be found in Customizing for Customer Relationship Management under 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 step. You can request holdbacks for a period before, during and after the corresponding rights sale. Requested license duration 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 screen - enhanced This screen has been modified and now also displays the holdback-related Detail Status Values. These are Holdback Rights, Available Holdbacks, Sold Holdbacks, Holdbacks Not Owned and Summary All Missing Holdbacks. Criteria Fully Met screen - enhanced This screen has been enhanced to display the available and proposed duration, and the holdbacks that are calculated. Criteria Partially Met screen - enhanced This screen has been enhanced to display the partially available and proposed duration, and the holdbacks that are calculated. 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. Effects on Customizing You must activate holdbacks before using them. You do this in Customizing by choosing Customer Relationship Management --> Industry-Specific Solutions --> Media --> Intellectual Property Management --> Transactions --> Settings for IPM Transactions --> Activate Holdbacks If you select the Holdbacks Active checkbox, this activates holdbacks for both contracts and the RAA.
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 button. You can define a default mode for each availability scenario. Ability to identify IPs using attachment folder link 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.
Important - Redesign of RAA Availability Criteria User Interface Due to changes in the user interface (UI) framework, the RAA availability criteria UI was redesigned. 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. Effects on System Administration 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. Effects on Customizing 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 IPM-RAA: Sample RAA Request Form for GREQ 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: 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
For more information, see the following release notes: CRM_IPS_4S_1: Deductions for Social Services (New) CRM_IPS_4S_1: Usage of Rules Engines in Social Services (Changed) Effects on Existing Data 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. 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. Change Options 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
Effects on System Administration To use this business function, you must activate the SAP ERP business function Social Services - Benefit Calculation and Payment (ERP_IPS_4S_1). Effects on Customizing 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
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. 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 -> 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.
Effects on Existing Data 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 checkbox. The WebClient UI area menu for social services has been enhanced to include Social Deduction Plans. Effects on Customizing 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 BAdI: Check Header Change Processes for Relevance
You make the settings for this function for Social Services in the following new Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector: See also Release note CRM_IPS_4S_1: Social Services - Benefit Calculation (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 CRM for Industries -> Public Sector -> Social Services. Maintain Due Date Rule and Frequency Maintain Due Date Rule Type Maintain Frequency Type Maintain Payment Family Define Social Deduction Plans
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). Effects on Existing Data Existing BRF rules can still be executed. Effects on Data Transfer There is no tool support to migrate BRF rules to BRFplus. Effects on Customizing 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
Effects on Existing Data WebClient UI The navigation bar has been enhanced with an E-Mail search option. The Case, Lead, and Activity overview pages have been enhanced with the following: An E-Mail assignment block The context menu of the More pushbutton in the page header contains Create E-Mail
Customizing 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 0005 Incoming E-Mail Outgoing E-Mail
Effects on Customizing You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the following activities: See also For more information, see the following: Prerequisites and Effects on Customizing from Release note for One-to-One Email (New) 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 Basic Functions-> One-to-One E-Mail Basic Functions-> CRM via E-Mail
Payment Card You can choose to merge some or all of the rows contained in these assignment blocks. 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.
Effects on Existing Data 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 Country of Birth
Additional source data assignment blocks: 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 Notes of Source
Customizing The following standard delivery dependent objects, visible on the Cleansing Case page, have been added in transaction BUSWU01and BUSWU02: Transfer to Alias ICM Relationships ICM BP Header Profiles ICM Description ICM Other Names
Effects on Customizing 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 checkbox. 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
Effects on Existing Data WebClient UI The Search for drop down list on the persons and organizations search page has been enhanced with the following entries: 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 All Persons by Other Name All Persons by Description All Persons by Profile
All of these attributes can be used in advanced search queries. Effects on Existing Data WebClient UI The Person Details assignment block of the Person overview page has been enhanced with the following: The General Data section contains an Unknown checkbox. The Additional Data section contains the following fields: Ethnicity Religion Religious Denomination
Effects on Customizing 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: 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 Define Ethnicities Define Religions and Religious Denominations Define Other Name Types
Note: In addition to the business function CRM_IPS_ICM_1 you need to activate also the business function Infrastructure (CRM_INF_1) to use SAP NetWeaver Enterprise Search for Investigative Case Management. To be able to search for external persons and organizations, the new business partner role ICMEXT is required. This business partner role distinguishes between persons and external persons, and also between organizations and external organizations. Effects on Existing Data Enterprise Search cannot find external business objects without the ICMEXT business partner role. To enable Enterprise Search to find external business partners, the existing business partners must have this new role. You use the report CRM_ICM_EXT_BP_ROLE_ADD to add the new role ICMEXT to the external persons and organizations. Effects on Customizing In the context of the introduction of the Enterprise Search, there are also the following changes: Business Add-In (BAdI) Deactivation The implementation CL_CRM_ICM_BUPA_ROLE_FILTER of the BAdI CRM_ICM_FILTER_ROLE is deactivated. Hide Checkbox For the business partner role CRMICM, the Hide checkbox is selected.
You make the settings in Customizing for 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. Industry-Specific Solutions -> Public Sector -> Investigative Case Management -> General Settings -> Enterprise Search
Further information is available in 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
Effects on Existing Data WebClient UI The assignment block for the investigation record has been replaced by a new one on the Case Overview screen. The File Document dialog box has been replaced by the new File Attachment dialog box.
Effects on Customizing 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: 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 Define Filing Status Define Reaction to Change of Status Business Add-Ins (BAdIs) -> BAdI: Processing of E-Mail Body Text
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).
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. Integration The system generates a document in FI-CA for each adjustment request item that you approve in CRM. 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. Determining Source Documents for the Adjustment Request Item
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). 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). Updating Relationships in Contract Accounts Receivable and Payable (Table DFKKOBJRL) If an adjustment request item is approved, then the CRM system updates the relationship of the posted document to the adjustment request item. 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 pushbutton below the list of dunning notices. Worklist Item Management The work item processing provides links to the components Documents and Collection History. 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: FICACOR (Documents) FICACHI (Collection History)
Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager. System Settings for the Integration of Adjustment Requests In Customer Relationship Management (CRM): 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 Categories. The 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.
See also the associated business function Social Services, Benefit Calculation (CRM_IPS_4S_1) in SAP enhancement package 1 for SAP CRM 7.0. See also 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. 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 -> Social Services, Benefit Calculation.
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. Effects on System Administration 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. Effects on Customizing 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 Social Services -> Basic Settings. Customizing for Public Sector Management under Social Services -> Integration Customer Relationship Management.
In the CRM system, you make the required settings in the activities found in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector -> Social Services -> Integration. For more detailed information about the steps required to configure data replication for Social Services in CRM and ERP, see Customizing for 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: Social Services - Benefit Calculation and Payment: Net Calculation (new)
Use As of SAP enhancement package 5 for SAP ERP 6.0, Industry Extension Public Services (ISPS-CA 605), business function Social Services - Benefit Calculation and Payment (ERP_IPS_4S_1), you can use net calculation as a feature of Social Services. 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. The initial net calculation is done asynchronously in the background. With the Analyze Application Log transaction (SLG1), you can evaluate the application log which stores details of the initial net calculation. Subsequent net calculations are performed in a mass run using the Create Net Calculation Documents transaction, which can be found in the SAP Easy Access menu under Accounting -> Public Sector Management -> Social Services -> Mass Processing -> Create Net Calculation Documents (transaction PSSC00_NETCALC). 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. Effects on Customizing 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 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.
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.
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. Integration The system generates a document in FI-CA for each adjustment request item that you approve in CRM. 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. Determining Source Documents for the Adjustment Request Item
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). 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). Updating Relationships in Contract Accounts Receivable and Payable (Table DFKKOBJRL) If an adjustment request item is approved, then the CRM system updates the relationship of the posted document to the adjustment request item. 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 pushbutton below the list of dunning notices. Worklist Item Management The work item processing provides links to the components Documents and Collection History. 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: FICACOR (Documents) FICACHI (Collection History)
Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager.
System Settings for the Integration of Adjustment Requests In Customer Relationship Management (CRM): 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 Categories. The 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.
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
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. Effects on System Administration The business function Sales & Order Management for Telecommunications (CRM_TEL_SOM_1) must be activated in the CRM system. The business function Telco, Invoicing in Contract Accounts Receivable and Payable (TEL_INV_PP_1) must be activated in the ERP system. 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. Effects on Customizing For more information about Customizing, see Customizing activity Configure Settings for OneOff Charges
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 Selling of Packaged Products in the Interaction Center AMI Disconnection/Reconnection CRM 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 Event Management (New) Text Messaging 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 Customer Care and Dispute Management 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.
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. Effects on Existing Data 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.
Effects on Customizing 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 7.0 Enhancement Package 1, users can request smart meter statuses from the Interaction Center. 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. Note: This new functionality is available provided the customer has a functional smart meter with the On Demand Status capability enabled. This new functionality is available in the 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. Effects on Existing Data 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. Effects on Data Transfer The new functionality does not affect the transfer of existing system data. Effects on System Administration 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
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. Effects on Customizing 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 -> SAP Business Suite -> SAP Customer Relationship Mgmt -> Application Help -> SAP CRM for Industries -> Utilities -> Functions in the Web Client for Utilities -> AMI Event Monitor. For information about event management in ERP, see the ISU_AMI_2: Event Management (New) release note.
For more information, see the following release note: CRM_WASTE_1: CRM UI for SAP Waste and Recycling (New) Effects on System Administration 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. Effects on Customizing 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)).
Effects on Existing Data 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). Effects on Customizing The new Customizing settings that are available now can be found under Industry-Specific Solutions -> Waste and Recycling.
Effects on System Administration 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.
Effects on Customizing 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.
Marketing
Mail Forms Enhancements (New for SP06)
Use The following enhancements to mail forms are available as of the following releases: SAP CRM 2007 SP10 SAP CRM 7.0 SP10 SAP enhancement package 1 (SP06) for SAP CRM 7.0
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.
Effects on Customizing 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 -> Application Help -> Marketing -> Objects and Functions for Business Scenarios in Marketing -> Campaign Management SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/erp -> Choose a release -> Application Help -> SAP ERP Central Component -> Logistics -> Sales and Distribution -> Sales (SD-SLS)
Variant (2) Intersect Partner, Object, and Partner Function is set in the standard system. However, you can change this setting.
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 and displays colored traffic lights for product availability as follows: Red 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. Effects on System Administration 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. columns. See also 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: SAP CRM 7.0 SP11 SAP enhancement package 1 (SP07) for SAP CRM 7.0 SAP enhancement package 2 (SP02) for SAP CRM 7.0
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, the system shows your CRM business activities or tasks in the following: See also For more information about this enhancement, see the following: SAP Note 1639521 SAP Note 1639733 SAP Note 1639738 Assignment block for transaction history of ERP sales orders, quotations, and quantity contracts in SAP CRM Document flow shown in SAP ERP (transactions VA02, VA22, and VA42)
For more information about ERP sales orders, quotations, quantity contracts, and followups 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.
Effects on Customizing To use billing plans, you must have made settings in the following Customizing activities: See also 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. HyperLink: SIMG.CRMC_BPL_001 Define Billing Plan Types Define Customer Billing Plan Procedure Assign Billing Plan Type to Business Transaction Type Assign Billing Plan Type to Item Category
Interaction Center
Interaction Center Agent Dashboard (Enhanced for SP07)
Use As of the following releases, the interaction center agent dashboard has been enhanced: SAP CRM 7.0 SP11 SAP enhancement package 1 (SP07) for SAP CRM 7.0 SAP enhancement package 2 (SP02) for SAP CRM 7.0
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. Effects on System Administration You have to check with your CMS provider whether your connector version supports the assignment to channels and/or queues by agents at runtime. Effects on Customizing 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.
The interaction center agent can choose the agent work modes from a simplified dropdown list containing all available work modes. Effects on Customizing 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.
You can configure the standard DTMF pad in your toolbar profile. Effects on Customizing To configure the standard DTMF pad, use the following Customizing activities: Define Dual Tone Multi Frequency (DTMF) Tones Define Toolbar Buttons