SAP CRM 7.

0 (Including SP01) Release Notes

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Copyright

Copyright(c) 2008 SAP AG. All rights reserved. Neither this document nor any part of it may be copied or reproduced in any form or by any means or translated into another language, without the prior consent of SAP AG. The information contained in this document is subject to change without notice. SAP is a registered trademark of SAP AG. All other products which are mentioned in this documentation are registered or not registered trademarks of their respective companies.

Release-Informationen Inhaltsverzeichnis SAP AG ______________________________________________________________

1.1 1.2 1.3 1.3.1 1.3.2 1.3.2.1 1.3.3 1.3.3.1 1.3.3.2 1.3.3.3 1.3.4 1.3.4.1 1.3.4.1.1 1.3.4.1.2 1.3.4.2 1.3.4.2.1 1.3.4.2.1.1 1.3.5 1.3.5.1 1.3.5.2 1.3.5.3 1.3.5.4 1.3.5.5 1.3.5.6 1.4 1.4.1 1.4.2 1.4.3 1.4.4 1.4.5 1.4.5.1 1.4.6 1.4.6.1 1.4.7 1.4.7.1 1.4.7.2 1.4.7.3

CRM Customer Relationship Management Changes to Customizing Structures Search Result List (Enhanced) CRM-MD Master Data Changes to Customizing Structure for Master Data CRM-MD-TM Territory Management Territory Management (Enhanced) CRM-MD-BP Business Partners Business Partners: Integration of Cases (New) Time-Dependent Contact Relationships (New) CRM: Create User (New) CRM-MD-PRO Products CRM-MD-PRO-OBJ Objects IT Infrastructure Item Objects (New) Objects (Enhanced) CRM-MD-PRO-IF Data Exchange CRM-MD-PRO-IF-PRO Data Exchange Products Replication of Bills of Material (New) CRM-MD-INB Installed Bases Additional Indexing for Partner-Based Searches (New for SP01) Search Driven by Serial Numbers Replication of Equipment Betw. SAP ERP and SAP CRM (Enhanced) Replication of Functional Locations from SAP ERP to SAP CRM (New) Authorization for Installed Bases (New) Installed Base Structure (Enhanced) CRM-BF Basic Functions Multilevel Categorization (Enhanced) Usage-Based Service Contract: Reading Reminder (Enhanced) Worklist (Enhanced) Changes to Customizing Structure for Basic Functions CRM-BF-E2C Email To CRM Email2CRM (New) CRM-BF-PC Payment Cards Billing of Payment Card Transactions (New) CRM-BF-CFG Product Configuration External Configurator (New) UI Designer of the Product Configurator (New) Integration of the Product Configurator Into ERP Order (Enhanced)

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1.5 1.5.1 1.5.2 1.5.3 1.5.4 1.5.5 1.5.6 1.5.7 1.5.7.1 1.6 1.6.1 1.6.2 1.6.3 1.6.4 1.7 1.7.1 1.7.2 1.7.3 1.7.3.1 1.7.3.2 1.7.3.3 1.7.3.3.1 1.7.3.4 1.7.3.4.1 1.7.4 1.7.4.1 1.7.5 1.7.5.1 1.7.6 1.7.6.1 1.7.6.2 1.7.6.3

CRM-BE Billing Business Add-Ins for Billing (Changed for SP01) Business Add-Ins for Copying Requirements (Changed for SP01) Report for Scheduled Billing in the Background (Changed for SP01) Business Add-Ins for Billing (Changed) Business Add-In for Text Processing in Billing Documents (New) Changes to Customizing Structure for Billing CRM-BE-FI Transfer to Accounting Report for Transferring Billing Documents to Accounting (Changed) CRM-RB Rebate Processing Changes to Customizing Structure for Rebate Processing Business Add-In for Text Processing in Settlement Documents (New) Business Add-In: Mapping for Rebate Due List (New) Business Add-Ins for Rebate Processing (Changed) CRM-BTX Business Transactions Enhancements to document flow and copy control between SAP CRM and SAP Changes to Customizing Structure for Business Transactions CRM-BTX-BF Basic Functions for Business Transactions Approvals (New) Dispatching of Business Transactions (New) CRM-BTX-BF-TA Transaction Analyzer Transaction Analyzer (Enhanced) CRM-BTX-BF-PP Product Proposal Product Proposals and Item Proposals in Sales Transactions (Enhanced) CRM-BTX-ACT Activity Management Using the drag and drop function for activities in the calendar CRM-BTX-OPP Opportunities Pipeline Performance Management (Enhanced) CRM-BTX-SLO Sales Transaction Ugrading to CRM Release 7.0 ERP Sales Transactions in CRM (enhanced) Using the CRM Product Catalog with the CRM WebClient UI Including the

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1.7.7 1.7.7.1 1.7.8 1.7.8.1 1.7.8.2 1.7.8.3 1.7.8.4 1.7.8.5 1.7.8.5.1 1.7.8.5.2 1.7.9 1.7.9.1 1.7.9.2 1.7.9.3 1.7.9.4 1.7.10 1.7.10.1 1.7.11 1.7.11.1 1.7.12 1.7.12.1 1.7.12.2 1.7.13 1.7.13.1 1.7.13.2 1.7.13.2.1 1.7.13.2.2 1.7.13.2.3 1.7.13.2.4 1.7.13.2.5 1.7.13.2.6

CRM-BTX-ERP BSP for ERP Sales Order Enhancement of ERP Objects (New) CRM-BTX-SVO Service Processes Search Driven by Serial Numbers Service Level Agreements (Enhanced) Service Level Metrics (New) Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) CRM-BTX-SVO-QUT Service Inquiries / Quotations Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) Package Quotations (Enhanced) CRM-BTX-SCO Service Confirmation Service Confirmation - Transaction History (Enhanced) Release of Contract and Automatic Triggering of Warranty Start (New) Search Driven by Serial Numbers Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) CRM-BTX-BRQ Billing Request Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) CRM-BTX-WCL Warranty Claim Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) CRM-BTX-COM Complaints / Returns / In-House Repair Search Driven by Serial Numbers Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) CRM-BTX-CTR Contracts Advanced Contract Management - Mass Change Processes (New) CRM-BTX-CTR-SCO Service Contract Advanced Contract Management - Controlling Integration (Enhanced) Advanced Contract Management - Product List and Object List (Enhanced) Advanced Contract Management - Service Agreements (Enhanced) Advanced Contract Management - Contract Renewal (New) Advanced Contract Management - Service Contract Template (New) Release of Contract and Automatic Triggering of Warranty

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1.7.13.2.7 1.7.13.2.8 1.7.13.2.9 1.7.13.2.9.1 1.7.13.3 1.7.13.3.1 1.7.14 1.7.14.1 1.7.14.1.1 1.7.15 1.7.15.1 1.7.16 1.7.16.1 1.7.17 1.7.17.1 1.7.18 1.7.18.1 1.7.18.2 1.8 1.8.1 1.9 1.9.1 1.9.1.1 1.10 1.10.1 1.10.1.1 1.10.1.2 1.11 1.11.1 1.11.2 1.11.3 1.11.3.1 1.11.3.2 1.11.3.2.1 1.11.3.2.1.1 1.11.4

Start (New) Service Contracts and Usage-Based Service Contracts (Enhanced) Search Driven by Serial Numbers CRM-BTX-CTR-SCO-CHP Change Processes Contract Change Processes (Enhanced) CRM-BTX-CTR-UCO Usage-Based Service Contract Service Contracts and Usage-Based Service Contracts (Enhanced) CRM-BTX-COI Controlling Integration CRM-BTX-COI-SRV Controlling Integration Service Costs of Materials and Services (New) CRM-BTX-ESA ESA Services for Business Transactions Enterprise Services in CRM (New) CRM-BTX-GWI Groupware Integration (Client) Client-Based Groupware Integration (Enhanced) CRM-BTX-KA Knowledge Article Knowledge Articles (New) CRM-BTX-SRQ Service Request IT Service Management (New) Service Request Management (New) CRM-CM Case Management Investigative Case Management (New) CRM-ISA Internet Sales CRM-ISA-BAS Shopping Basket and Order Entry Creating ERP Sales Orders Through CRM Web Channel (New) CRM-RPL Resource Planning for Personnel Resources CRM-RPL-SRV Service Resource Planning Changes to Customizing Structure for Workforce Deployment Service Resource Planning (Enhanced) CRM-MKT Marketing Changes to Customizing Structure for Marketing Enhanced High-Volume Capabilities for Marketing (New) CRM-MKT-MPL Marketing Planner Business Add-Ins for Marketing (Enhanced for SP01) CRM-MKT-MPL-ST Basic Functions CRM-MKT-MPL-ST-PAR Partner Processing Partner Processing in Marketing in CRM 7.0 (changed) CRM-MKT-PRP Product Proposals

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1.11.4.1 1.12 1.12.1 1.12.2 1.12.3 1.12.4 1.12.5 1.12.6 1.12.7 1.12.8 1.12.9 1.12.10 1.12.11 1.12.12 1.12.12.1 1.12.13 1.12.13.1 1.12.14 1.12.14.1 1.12.15 1.12.15.1 1.12.16 1.12.16.1 1.12.17 1.12.17.1 1.12.18 1.12.18.1 1.12.18.2 1.12.19 1.12.19.1 1.12.20 1.12.20.1 1.12.21 1.12.21.1 1.12.21.1.1 1.13 1.13.1

Product Proposals and Item Proposals in Sales Transactions (Enhanced) CRM-IC Interaction Center WebClient Communication Management Software Integration (Enhanced) Accounting Interaction Center (New) Briefcase (New) Business Transactions in the Interaction Center (Enhanced) Employee Interaction Center (Enhanced) E-Mail, Fax, and Letter (Enhanced) Heartbeat Profile (New) IT Service Desk (New) Rule Policies (Enhanced) Shared Service Center (Enhanced) Changes to Customizing Structure for Interaction Center WebClient CRM-IC-SEA Account Identification Account Identification (Enhanced) CRM-IC-INB Installed Base Installed Base (Enhanced) CRM-IC-INR Interaction Record Lean Interaction Record (New) CRM-IC-IHI Interaction History Interaction History (Enhanced) CRM-IC-SLO Sales Order Using the CRM Product Catalog with the CRM WebClient UI Including the CRM-IC-FCA Financial Contract Accounting Financial Customer Care and Dispute Management (Enhanced) CRM-IC-UNI Agent Inbox Agent Inbox (Enhanced) Business Process Push (New) CRM-IC-CTX Context Area Context Area (Enhanced) CRM-IC-BF Basic Functions for Business Transactions Business Transaction Search (Enhanced) CRM-IC-CHA Communication Channels CRM-IC-CHA-CHT Chat Integration Chat (Enhanced) CRM-MSA Mobile Sales Territory Management with CRM Mobile Laptop Applications (Enhanced)

92 94 95 96 97 97 98 99 99 100 100 101 102 102 102 104 104 104 104 105 105 106 106 107 107 108 108 109 110 110 111 111 111 112 112 113 113

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1.13.2 1.14 1.14.1 1.14.2 1.14.2.1 1.14.3 1.14.3.1 1.14.4 1.14.4.1 1.14.4.2 1.14.4.3 1.14.4.4 1.14.4.5 1.14.4.6 1.14.5 1.14.5.1 1.14.5.2 1.15 1.15.1 1.16 1.16.1 1.16.2 1.16.3 1.16.3.1 1.16.3.2 1.16.3.2.1 1.17 1.17.1 1.17.1.1 1.17.1.2 1.17.1.3 1.17.1.3.1 1.17.1.3.2 1.17.1.3.3 1.17.1.3.4 1.17.1.3.5 1.17.1.4 1.17.1.4.1 1.17.1.4.2

Trade Promotions with Mobile Sales (Enhanced) CRM-FRW Framework Changes to Customizing Structure for Framework CRM-FRW-AFP Application Frame Task-Based User Interfaces (New) CRM-FRW-CON UI Configuration Tool UI Configuration and Skin Customizing (Enhanced) CRM-FRW-UI User Interface Charts in Tables (New) CRM Feeds (New) Home Page Personalization (Enhanced) Recent Items (New) Simple Search (New) Smart Input Help (New) CRM-FRW-WKB Development Workbench Design Layer Customizing (Enhanced) Application Enhancement Tool (New) CRM-CHM Channel Management Changes to Customizing Structure for Partner Channel Management CRM-IPS Public Sector Financial Customer Care and Dispute Management (Enhanced) Financial Customer Care for Public Sector (Enhanced) CRM-IPS-ICM Investigative Case Management Changes to Customizing Structure for Industry-Specific Solutions CRM-IPS-ICM-CMG Cases and Leads Investigative Case Management (Enhanced for SP01) CRM-IM Media CRM-IM-IPM Intellectual Property Management Changes to Implementation Guide for IPM (New) Intellectual Property Management (Enhanced) CRM-IM-IPM-MD Master Data Business Object Layer Enabling for Web Services (New) IP Hierarchy Display (Enhanced) Release Dates Relevance (New) Rights Maintenance (Enhanced) External Interface (XIF) for IPM (Enhanced) CRM-IM-IPM-BTX Business Transactions Licensing CRM-IM-IPM-BTX-PUR License Acquisition

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1.17.1.4.2.1 1.17.1.4.2.2 1.17.1.4.2.3 1.17.1.4.3 1.17.1.4.3.1 1.17.1.4.3.2 1.17.1.4.3.3 1.17.1.4.3.4 1.17.1.4.4 1.17.1.4.4.1 1.17.1.5 1.17.1.5.1 1.17.1.5.1.1 1.17.1.5.1.2 1.17.1.5.2 1.17.1.5.2.1 1.17.1.5.2.2 1.17.1.5.2.3 1.17.1.5.2.4 1.17.1.5.2.5 1.17.1.5.2.6 1.17.1.5.2.7 1.17.1.6 1.17.1.6.1 1.17.1.6.2 1.17.1.6.3 1.17.1.6.4 1.17.1.6.5 1.18 1.18.1 1.18.2 1.18.2.1 1.19 1.19.1 1.19.1.1 1.20 1.20.1

Multiple Payees (New) Cross-Contract Advances (New) External Interface (XIF) for IPM (Enhanced) CRM-IM-IPM-BTX-SAL License Sales Collision Check Error Handling (Enhanced) Release Dates Relevance (New) Repricing in License Acquisition and Sales Contracts (New) External Interface (XIF) for IPM (Enhanced) CRM-IM-IPM-BTX-CON License Usage Confirmation Enterprise Services: License Contract Usage Report (New) CRM-IM-IPM-RO Royalty Accounting CRM-IM-IPM-RO-ROI Incoming Royalties Business Add-Ins for IPM Billing (Changed) Business Add-In for Text Processing in Billing Documents (New) CRM-IM-IPM-RO-ROO Outgoing Royalties Business Add-Ins for IPM Billing (Changed) Business Add-In for Text Processing in Billing Documents (New) Clearing Control (Enhanced) Multiple Payees (New) Transaction Tiering (New) Transaction-Based Outgoing Royalties Settlement (New) Cross-Contract Advances (New) CRM-IM-IPM-RIN Rights Inventory Analysis Enterprise Services: Rights Availability Inquiry (New) Rights Availability Analysis (Enhanced) Rights Availability Analysis - License to Third Party Scenario (New) Release Dates Relevance (New) Rights Availability Analysis for SAP GUI (Deleted) CRM-IT Telecommunications Financial Customer Care and Dispute Management (Enhanced) CRM-IT-BI Integration to Billing System Integration of CRM Interaction Center WebClient with ERP FI-CA (New) CRM-IU Utilities Industry CRM-IU-IC Utilities Industry: Interaction Center Financial Customer Care and Dispute Management (Enhanced) CRM-CA CRM Cross-Application Components Rule Builder (New)

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1.20.2 1.21 1.21.1 1.21.2 1.21.2.1 1.21.3 1.21.3.1 1.21.3.2 1.21.3.3 1.21.4 1.21.4.1 1.21.4.1.1 1.21.4.1.2 1.21.4.2 1.21.4.2.1 1.21.4.2.1.1 1.21.5 1.21.5.1 1.21.5.2 1.21.5.3 1.21.5.4 1.21.5.5 1.21.5.6 1.22 1.22.1 1.22.2 1.22.3 1.22.4 1.22.5 1.22.5.1 1.22.6 1.22.6.1 1.22.7 1.22.7.1 1.22.7.2 1.22.7.3

Changes to Customizing Structure for CRM Cross-Application Components CRM-MD Master Data Changes to Customizing Structure for Master Data CRM-MD-TM Territory Management Territory Management (Enhanced) CRM-MD-BP Business Partners Business Partners: Integration of Cases (New) Time-Dependent Contact Relationships (New) CRM: Create User (New) CRM-MD-PRO Products CRM-MD-PRO-OBJ Objects IT Infrastructure Item Objects (New) Objects (Enhanced) CRM-MD-PRO-IF Data Exchange CRM-MD-PRO-IF-PRO Data Exchange Products Replication of Bills of Material (New) CRM-MD-INB Installed Bases Additional Indexing for Partner-Based Searches (New for SP01) Search Driven by Serial Numbers Replication of Equipment Betw. SAP ERP and SAP CRM (Enhanced) Replication of Functional Locations from SAP ERP to SAP CRM (New) Authorization for Installed Bases (New) Installed Base Structure (Enhanced) CRM-BF Basic Functions Multilevel Categorization (Enhanced) Usage-Based Service Contract: Reading Reminder (Enhanced) Worklist (Enhanced) Changes to Customizing Structure for Basic Functions CRM-BF-E2C Email To CRM Email2CRM (New) CRM-BF-PC Payment Cards Billing of Payment Card Transactions (New) CRM-BF-CFG Product Configuration External Configurator (New) UI Designer of the Product Configurator (New) Integration of the Product Configurator Into ERP Order (Enhanced)

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1.23 1.23.1 1.23.2 1.23.3 1.23.4 1.23.5 1.23.6 1.23.7 1.23.7.1 1.24 1.24.1 1.24.2 1.24.3 1.24.4 1.25 1.25.1 1.25.2 1.25.3 1.25.3.1 1.25.3.2 1.25.3.3 1.25.3.3.1 1.25.3.4 1.25.3.4.1 1.25.4 1.25.4.1 1.25.5 1.25.5.1 1.25.6 1.25.6.1 1.25.6.2 1.25.6.3 1.25.7

CRM-BE Billing Business Add-Ins for Billing (Changed for SP01) Business Add-Ins for Copying Requirements (Changed for SP01) Report for Scheduled Billing in the Background (Changed for SP01) Business Add-Ins for Billing (Changed) Business Add-In for Text Processing in Billing Documents (New) Changes to Customizing Structure for Billing CRM-BE-FI Transfer to Accounting Report for Transferring Billing Documents to Accounting (Changed) CRM-RB Rebate Processing Changes to Customizing Structure for Rebate Processing Business Add-In for Text Processing in Settlement Documents (New) Business Add-In: Mapping for Rebate Due List (New) Business Add-Ins for Rebate Processing (Changed) CRM-BTX Business Transactions Enhancements to document flow and copy control between SAP CRM and SAP Changes to Customizing Structure for Business Transactions CRM-BTX-BF Basic Functions for Business Transactions Approvals (New) Dispatching of Business Transactions (New) CRM-BTX-BF-TA Transaction Analyzer Transaction Analyzer (Enhanced) CRM-BTX-BF-PP Product Proposal Product Proposals and Item Proposals in Sales Transactions (Enhanced) CRM-BTX-ACT Activity Management Using the drag and drop function for activities in the calendar CRM-BTX-OPP Opportunities Pipeline Performance Management (Enhanced) CRM-BTX-SLO Sales Transaction Ugrading to CRM Release 7.0 ERP Sales Transactions in CRM (enhanced) Using the CRM Product Catalog with the CRM WebClient UI Including the CRM-BTX-ERP BSP for ERP Sales Order

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1.25.7.1 1.25.8 1.25.8.1 1.25.8.2 1.25.8.3 1.25.8.4 1.25.8.5 1.25.8.5.1 1.25.8.5.2 1.25.9 1.25.9.1 1.25.9.2 1.25.9.3 1.25.9.4 1.25.10 1.25.10.1 1.25.11 1.25.11.1 1.25.12 1.25.12.1 1.25.12.2 1.25.13 1.25.13.1 1.25.13.2 1.25.13.2.1 1.25.13.2.2 1.25.13.2.3 1.25.13.2.4 1.25.13.2.5 1.25.13.2.6

Enhancement of ERP Objects (New) CRM-BTX-SVO Service Processes Search Driven by Serial Numbers Service Level Agreements (Enhanced) Service Level Metrics (New) Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) CRM-BTX-SVO-QUT Service Inquiries / Quotations Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) Package Quotations (Enhanced) CRM-BTX-SCO Service Confirmation Service Confirmation - Transaction History (Enhanced) Release of Contract and Automatic Triggering of Warranty Start (New) Search Driven by Serial Numbers Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) CRM-BTX-BRQ Billing Request Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) CRM-BTX-WCL Warranty Claim Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) CRM-BTX-COM Complaints / Returns / In-House Repair Search Driven by Serial Numbers Inheritance of Ref. Objects/Categorizations in Svc. Trans. (New) CRM-BTX-CTR Contracts Advanced Contract Management - Mass Change Processes (New) CRM-BTX-CTR-SCO Service Contract Advanced Contract Management - Controlling Integration (Enhanced) Advanced Contract Management - Product List and Object List (Enhanced) Advanced Contract Management - Service Agreements (Enhanced) Advanced Contract Management - Contract Renewal (New) Advanced Contract Management - Service Contract Template (New) Release of Contract and Automatic Triggering of Warranty

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1.25.13.2.7 1.25.13.2.8 1.25.13.2.9 1.25.13.2.9.1 1.25.13.3 1.25.13.3.1 1.25.14 1.25.14.1 1.25.14.1.1 1.25.15 1.25.15.1 1.25.16 1.25.16.1 1.25.17 1.25.17.1 1.25.18 1.25.18.1 1.25.18.2 1.26 1.26.1 1.27 1.27.1 1.27.1.1 1.28 1.28.1 1.28.1.1 1.28.1.2 1.29 1.29.1 1.29.2 1.29.3 1.29.3.1 1.29.3.2 1.29.3.2.1 1.29.3.2.1.1 1.29.4 1.29.4.1

Start (New) Service Contracts and Usage-Based Service Contracts (Enhanced) Search Driven by Serial Numbers CRM-BTX-CTR-SCO-CHP Change Processes Contract Change Processes (Enhanced) CRM-BTX-CTR-UCO Usage-Based Service Contract Service Contracts and Usage-Based Service Contracts (Enhanced) CRM-BTX-COI Controlling Integration CRM-BTX-COI-SRV Controlling Integration Service Costs of Materials and Services (New) CRM-BTX-ESA ESA Services for Business Transactions Enterprise Services in CRM (New) CRM-BTX-GWI Groupware Integration (Client) Client-Based Groupware Integration (Enhanced) CRM-BTX-KA Knowledge Article Knowledge Articles (New) CRM-BTX-SRQ Service Request IT Service Management (New) Service Request Management (New) CRM-CM Case Management Investigative Case Management (New) CRM-ISA Internet Sales CRM-ISA-BAS Shopping Basket and Order Entry Creating ERP Sales Orders Through CRM Web Channel (New) CRM-RPL Resource Planning for Personnel Resources CRM-RPL-SRV Service Resource Planning Changes to Customizing Structure for Workforce Deployment Service Resource Planning (Enhanced) CRM-MKT Marketing Changes to Customizing Structure for Marketing Enhanced High-Volume Capabilities for Marketing (New) CRM-MKT-MPL Marketing Planner Business Add-Ins for Marketing (Enhanced for SP01) CRM-MKT-MPL-ST Basic Functions CRM-MKT-MPL-ST-PAR Partner Processing Partner Processing in Marketing in CRM 7.0 (changed) CRM-MKT-PRP Product Proposals Product Proposals and Item Proposals in Sales Transactions

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1.30 1.30.1 1.30.2 1.30.3 1.30.4 1.30.5 1.30.6 1.30.7 1.30.8 1.30.9 1.30.10 1.30.11 1.30.12 1.30.12.1 1.30.13 1.30.13.1 1.30.14 1.30.14.1 1.30.15 1.30.15.1 1.30.16 1.30.16.1 1.30.17 1.30.17.1 1.30.18 1.30.18.1 1.30.18.2 1.30.19 1.30.19.1 1.30.20 1.30.20.1 1.30.21 1.30.21.1 1.30.21.1.1 1.31 1.31.1

(Enhanced) CRM-IC Interaction Center WebClient Communication Management Software Integration (Enhanced) Accounting Interaction Center (New) Briefcase (New) Business Transactions in the Interaction Center (Enhanced) Employee Interaction Center (Enhanced) E-Mail, Fax, and Letter (Enhanced) Heartbeat Profile (New) IT Service Desk (New) Rule Policies (Enhanced) Shared Service Center (Enhanced) Changes to Customizing Structure for Interaction Center WebClient CRM-IC-SEA Account Identification Account Identification (Enhanced) CRM-IC-INB Installed Base Installed Base (Enhanced) CRM-IC-INR Interaction Record Lean Interaction Record (New) CRM-IC-IHI Interaction History Interaction History (Enhanced) CRM-IC-SLO Sales Order Using the CRM Product Catalog with the CRM WebClient UI Including the CRM-IC-FCA Financial Contract Accounting Financial Customer Care and Dispute Management (Enhanced) CRM-IC-UNI Agent Inbox Agent Inbox (Enhanced) Business Process Push (New) CRM-IC-CTX Context Area Context Area (Enhanced) CRM-IC-BF Basic Functions for Business Transactions Business Transaction Search (Enhanced) CRM-IC-CHA Communication Channels CRM-IC-CHA-CHT Chat Integration Chat (Enhanced) CRM-MSA Mobile Sales Territory Management with CRM Mobile Laptop Applications (Enhanced)

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1.31.2 1.32 1.32.1 1.32.2 1.32.2.1 1.32.3 1.32.3.1 1.32.4 1.32.4.1 1.32.4.2 1.32.4.3 1.32.4.4 1.32.4.5 1.32.4.6 1.32.5 1.32.5.1 1.32.5.2 1.33 1.33.1 1.34 1.34.1 1.34.2 1.34.3 1.34.3.1 1.34.3.2 1.34.3.2.1 1.35 1.35.1 1.35.1.1 1.35.1.2 1.35.1.3 1.35.1.3.1 1.35.1.3.2 1.35.1.3.3 1.35.1.3.4 1.35.1.3.5 1.35.1.4 1.35.1.4.1 1.35.1.4.2 1.35.1.4.2.1

Trade Promotions with Mobile Sales (Enhanced) CRM-FRW Framework Changes to Customizing Structure for Framework CRM-FRW-AFP Application Frame Task-Based User Interfaces (New) CRM-FRW-CON UI Configuration Tool UI Configuration and Skin Customizing (Enhanced) CRM-FRW-UI User Interface Charts in Tables (New) CRM Feeds (New) Home Page Personalization (Enhanced) Recent Items (New) Simple Search (New) Smart Input Help (New) CRM-FRW-WKB Development Workbench Design Layer Customizing (Enhanced) Application Enhancement Tool (New) CRM-CHM Channel Management Changes to Customizing Structure for Partner Channel Management CRM-IPS Public Sector Financial Customer Care and Dispute Management (Enhanced) Financial Customer Care for Public Sector (Enhanced) CRM-IPS-ICM Investigative Case Management Changes to Customizing Structure for Industry-Specific Solutions CRM-IPS-ICM-CMG Cases and Leads Investigative Case Management (Enhanced for SP01) CRM-IM Media CRM-IM-IPM Intellectual Property Management Changes to Implementation Guide for IPM (New) Intellectual Property Management (Enhanced) CRM-IM-IPM-MD Master Data Business Object Layer Enabling for Web Services (New) IP Hierarchy Display (Enhanced) Release Dates Relevance (New) Rights Maintenance (Enhanced) External Interface (XIF) for IPM (Enhanced) CRM-IM-IPM-BTX Business Transactions Licensing CRM-IM-IPM-BTX-PUR License Acquisition Multiple Payees (New)

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1.35.1.4.2.2 1.35.1.4.2.3 1.35.1.4.3 1.35.1.4.3.1 1.35.1.4.3.2 1.35.1.4.3.3 1.35.1.4.3.4 1.35.1.4.4 1.35.1.4.4.1 1.35.1.5 1.35.1.5.1 1.35.1.5.1.1 1.35.1.5.1.2 1.35.1.5.2 1.35.1.5.2.1 1.35.1.5.2.2 1.35.1.5.2.3 1.35.1.5.2.4 1.35.1.5.2.5 1.35.1.5.2.6 1.35.1.5.2.7 1.35.1.6 1.35.1.6.1 1.35.1.6.2 1.35.1.6.3 1.35.1.6.4 1.35.1.6.5 1.36 1.36.1 1.36.2 1.36.2.1 1.37 1.37.1 1.37.1.1 1.38 1.38.1

Cross-Contract Advances (New) External Interface (XIF) for IPM (Enhanced) CRM-IM-IPM-BTX-SAL License Sales Collision Check Error Handling (Enhanced) Release Dates Relevance (New) Repricing in License Acquisition and Sales Contracts (New) External Interface (XIF) for IPM (Enhanced) CRM-IM-IPM-BTX-CON License Usage Confirmation Enterprise Services: License Contract Usage Report (New) CRM-IM-IPM-RO Royalty Accounting CRM-IM-IPM-RO-ROI Incoming Royalties Business Add-Ins for IPM Billing (Changed) Business Add-In for Text Processing in Billing Documents (New) CRM-IM-IPM-RO-ROO Outgoing Royalties Business Add-Ins for IPM Billing (Changed) Business Add-In for Text Processing in Billing Documents (New) Clearing Control (Enhanced) Multiple Payees (New) Transaction Tiering (New) Transaction-Based Outgoing Royalties Settlement (New) Cross-Contract Advances (New) CRM-IM-IPM-RIN Rights Inventory Analysis Enterprise Services: Rights Availability Inquiry (New) Rights Availability Analysis (Enhanced) Rights Availability Analysis - License to Third Party Scenario (New) Release Dates Relevance (New) Rights Availability Analysis for SAP GUI (Deleted) CRM-IT Telecommunications Financial Customer Care and Dispute Management (Enhanced) CRM-IT-BI Integration to Billing System Integration of CRM Interaction Center WebClient with ERP FI-CA (New) CRM-IU Utilities Industry CRM-IU-IC Utilities Industry: Interaction Center Financial Customer Care and Dispute Management (Enhanced) CRM-CA CRM Cross-Application Components Rule Builder (New)

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1.38.2

Changes to Customizing Structure for CRM Cross-Application Components

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1 CRM

Customer Relationship Management

1.1 Changes to Customizing Structures

Use In SAP CRM 7.0, the Customizing structure under Customer Relationship Management has changed as described in the following release notes: Changes to Customizing Structure for CRM Cross-Application Components Changes to Customizing Structure for Framework Changes to Industry-Specific Solutions Changes to Customizing Structure for Basic Functions Changes to Customizing Structure for Master Data Changes to Customizing Structure for Marketing Changes to Customizing Structure for Business Transactions Changes to Customizing Structure for Billing Changes to Customizing Structure for Rebate Processing Changes to Customizing Structure for Partner Channel Management Changes to Customizing Structure for Interaction Center WebClient Changes to Customizing Structure for Workforce Deployment

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1.2 Search Result List (Enhanced)

Use As of release CRM 7.0, the search result list is enhanced to improve overall usability of the search function for business users. These enhancements are applicable across all search result lists and will affect all users. Leaving the general structure of the search page unchanged, some of the changes to advanced search views for standard and IC search pages are: Removal of redundant default message No results found from the message area. Enhancement of label Result List to include: The number of items found and the name of the business object; for example, Result List: 1 Activity Found A message if more results than threshold are found; for example, Result List: More than 10 Activities Found Removal of message No results found when a search returns no results. The message now displayed will be Result List: 0<business object> Found

1.3 CRM-MD

Master Data

1.3.1 Changes to Customizing Structure for Master Data

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Master Data has changed as follows: Territory Management The following activities are new: Define Number Range Intervals for Territory Hierarchy Levels Territory Attributes -> Maintain Territory Attributes Territory Attributes -> BAdI: Implement Business Logic for Additional Attributes

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Territory KPIs -> Activate / Deactivate KPIs Territory KPIs -> Additional KPIs -> Define Additional KPIs Territory KPIs -> Additional KPIs -> BAdI: Implement Business Logic for Additional KPIs Data Transfer -> Migrate Territory Attributes to the Rule Builder Master Data Notifications Business Add-Ins -> BAdI: Implement Business Logic for Changes in Accounts Data Business Add-Ins -> BAdI: Implement Business Logic for Changes in Product Data

The following activities have been deleted: Activate / Deactivate Attributes Additional Attributes -> Define Additional Attributes Additional Attributes -> Maintain Additional Attributes Maintain Territory Hierarchy Products The following activities are new: Products -> Basic Settings -> Define Dependent Value Helps for Attributes Products ->Business Add-Ins: BAdI: Addition/Removal of History Blocks BAdI: Changes to History Data

Products -> Objects -> Define Object Family Groups Products -> Objects -> Object Settings for Service Transactions -> Define Object Relationships Products -> Objects -> Object Settings for Service Transactions -> Define Operating System Versions Products -> Objects -> Object Settings for Service Transactions -> Define Filter Criteria for Service Transactions Assignment Block Products -> Objects -> UI Object Type Determination -> Define UI Object Type Determination Products -> Objects -> UI Object Type Determination -> Define UI Object Subtype Determination Installed Base

The section Replication of Equipment from SAP ERP has been renamed Replication of Technical Objects from SAP ERP. The following activities are new:

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Replication of Equipment from SAP ERP > Replication of Functional Locations: Prerequisites and General Information Replication of Equipment from SAP ERP -> Define Default Settings for Replication of Functional Locations Replication of Equipment from SAP ERP -> Business Add-Ins -> BAdI: Creation of Objects by Functional Location Download The activity BAdI: Equipment Download has been moved to this new subsection and renamed BAdI: Creation of Objects by Equipment Download. Define Authorization Groups

Knowledge Articles The section Knowledge Articles is new.

1.3.2 CRM-MD-TM

Territory Management

1.3.2.1 Territory Management (Enhanced)

Use As of SAP CRM 7.0, territory management is enhanced to help you better organize and structure your sales markets. The various phases in territory management - starting with the initial design and assignment of territories through continuous management and administration, provide the following new functions: Assign business rules to territories to support complex sales market structures. Here you use attributes along with operators [AND/OR/NOT/In Between] to define the scope of a territory. For example, a territory defined by postal code BETWEEN 18500 AND 18520 and business partner is John Smith but NOT where product is frozen foods. Use key performance indicators like the number of leads in each territory, to simulate various territory re-alignment scenarios and choose an equitable distribution of resources across territories.

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Use search-based reports to optimize territory structures by locating gaps in territory assignments (for example, territories that have not been assigned to accounts), and reassigning territory responsibility (when an employee responsible is on vacation ). These reports allow you to collectively identify all territories matching the search criteria and maintain them. Use the data archiving function to control database size and to ensure long-term access to territory master data. Create and override territory assignments in the Accounts application. Use territory-based field checks when creating business transactions like sales order or quotations, and use territory-related search criterion in the accounts and products applications. This allows you to align ownership of accounts, product and business transactions with territory ownership.

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

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

Effects on Customizing Make settings in Customizing for Customer Relationship Management under Master Data -> Territory Management. For information about the configuration settings you have to make for search-based reports, territory-based field checks, and to add territory-related search criterion refer to configuration documentation for the Territory Processing business process in the SAP Solution Manager. See also Rule Builder (New) For information about changes to the Territory Management Customizing structure refer to the Changes to Customizing Structure for Master Data..

1.3.3 CRM-MD-BP

Business Partners

1.3.3.1 Business Partners: Integration of Cases (New)

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

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enables navigation to the case details based on hyperlinks. You have the following options from within the assignment block: Add existing cases to the respective business partner (account, contact, or employee), and search for the relevant cases using the input help Create new cases Remove assigned cases

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

1.3.3.2 Time-Dependent Contact Relationships (New)

Use As of SAP CRM 7.0, contact relationships established between accounts and contacts have a validity period. This provides a time frame within which a contact is relevant for business transactions, such as activities, opportunities, sales orders, or sales order quotations. The main changes are as follows: "Valid From" and "Valid To" fields: On the Account overview page in the Contacts assignment block In the search result on the Contact page and the Contact search help On the Contact overview page

A new assignment block on the Account overview page showing the accounts that are not currently valid. The workflow template 53000005 has been enhanced for channel management purposes to delete users that are assigned to contacts that have become invalid. The workflow is triggered whenever a contact relationship is deleted or becomes invalid. The report BUPTDTRANSMIT is used to detect whether any contacts have become invalid and should be scheduled as a regular background job. Replication with SAP ERP: If a contact relationship becomes invalid in SAP CRM, the contact person is deleted in SAP ERP. If a contact is currently valid in SAP CRM but deleted in SAP ERP, the contact is by default deleted in SAP CRM. However, you can restrict the validity of the contact relationship instead

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

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

1.3.3.3 CRM: Create User (New)

Use As of SAP CRM 7.0, you can automatically assign users to employees and create complete identities in SAP Customer Relationship Management (SAP CRM). You can automate the process of creation and change of identities in SAP CRM in two cases: If you are using SAP ERP Human Capital Management (SAP ERP HCM), employee data is distributed automatically to the SAP CRM system using Application Link Enabling (ALE). Users are automatically created in the SAP NetWeaver Identity Management system; an administrator assigns business roles to these users in SAP NetWeaver Identity Management. The users are then automatically created with the according PFCG roles, and assigned to employees in SAP CRM based on the personnel number previously acquired from SAP ERP HCM. If you are not using SAP ERP HCM, users and employees are automatically created in SAP CRM based on the data received from SAP NetWeaver Identity Management. The users are automatically assigned to employees in SAP CRM.

A user who logs in to the CRM WebClient UI can then immediately start working in SAP CRM. Prerequisites You have installed SAP NetWeaver Identity Management 7.1.

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1.3.4 CRM-MD-PRO 1.3.4.1 CRM-MD-PRO-OBJ

Products Objects

1.3.4.1.1 IT Infrastructure Item Objects (New)

Use As of SAP CRM 7.0 you can create IT infrastructure item objects using a new IT Item (0404) object family. The IT object management process of IT service management (ITSM) allows you to account for the IT infrastructure items within the organization that are relevant for efficient incident, service request, problem and request for change processing. The IT Item Object overview page contains a new additional Infrastructure Data assignment block with related data such as Host Name, IP Address and Gateway.

Effects on Customizing You can define operating system versions. You do this in Customizing for Customer Relationship Management under Master Data -> Products -> Objects -> Object Settings for Service Transactions -> Define Operating System Versions. See also Objects (Enhanced)

1.3.4.1.2 Objects (Enhanced)

Use As of SAP CRM 7.0 you can do the following; Display, add, change and delete relationships between objects in a new Object Relationships assignment block on the Objects overview page Relationships can be defined to represent a one-to-one (1:1) or a one-to-many (1:N) association, have validity dates, and have an active or inactive status. A change history is also available to record when changes to a relationship occur and who makes them. Display the service transactions which list the object as a reference object in a new Service Transactions assignment block on the Objects overview page Display equipment details downloaded from SAP ERP in a new Equipment Details assignment block on the Objects overview page

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

Effects on Customizing You define object relationships and assign them to object families. You do this in Customizing for Customer Relationship Management under Master Data -> Products -> Objects -> Object Settings for Service Transactions -> Define Object Relationships You restrict the transactions that are displayed in the Service Transactions assignment block (for example, to certain transaction types). You do this in Customizing for Customer Relationship Management under Master Data -> Products -> Objects -> Object Settings for Service Transactions -> Define Filter Criteria for Service Transactions Assignment Block.

1.3.4.2 CRM-MD-PRO-IF

Data Exchange Data Exchange Products

1.3.4.2.1 CRM-MD-PRO-IF-PRO

1.3.4.2.1.1 Replication of Bills of Material (New)

Use As of SAP CRM 7.0 you can replicate bills of material (BOMs) to SAP CRM from SAP ERP. This function is supported as of SAP enhancement package 4 for SAP ERP 6.0. You can replicate BOMs that are defined for the following types of master data in SAP ERP: Material Equipment Functional location

A BOM is a list of materials that are constituent components of the above entities. These materials are included in the product proposal in service transactions, thereby providing your service employees with more accurate, transaction-specific information. When replicated to SAP CRM, BOMs are represented as lists of products, linked by means of relationship types with the following: Products representing materials replicated from SAP ERP

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Objects representing equipment and functional locations replicated from SAP ERP

The entries in a BOM are displayed in the Service Parts - ERP assignment block in product and object data. You cannot change this data in SAP CRM. Bill of Materials for Reference Product A material that is assigned to a piece of equipment in SAP ERP as a construction type is represented as the reference product in the equipment object in SAP CRM. If a BOM exists for this material in SAP ERP, this is shown in the Referenced Service Parts - ERP assignment block in the equipment object in SAP CRM. Bills of Materials in Transactions You can assign a product or object from SAP ERP as a reference product for a service contract (and quotation), service order (and quotation), or service confirmation in SAP CRM. If this reference product has a BOM assigned to it in SAP ERP, the products from the BOM are included in the product proposal for transaction items. Restrictions for Replication of BOMs Only BOM items of the following item categories are downloaded: I (PM structure element) L (Stock item) N (Non-stock item)

Only group BOMs or BOMs from a specific plant are downloaded. This is because structured products cannot be defined for a specific organization, but are always valid across clients. BOMs in which a material is used multiple times as a component are not downloaded. BOMs in which a configurable product is used as a header product or component are not downloaded. Prerequisites for Replication of BOMs

Activate and set filters for middleware adapter object The adapter object BOM_ERP is used to replicate BOMs. Before you can replicate data, you need to activate this object in transaction R3AC1 and set a filter for the fields WERKS (plant) and STLAN (usage type) for tables MAST (material), EQST (equipment), and TPST (functional location). You can only set one active filter per table for each of these fields. If you do not define a filter for a particular entity, BOMs are not downloaded for that entity. Check whether higher-level objects are downloaded from SAP ERP You need to have downloaded the objects to which the BOMs are assigned. You can use transaction R3AM1 to check whether they have been downloaded. Assign relationship types to categories for higher-level objects In the CRM WebClient UI on the Product Hierarchy page, assign the relationship types BOMHEDS and BOMITMS to the following categories:

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Material categories that you have downloaded from SAP ERP Category OBJ_0401 for equipment

Category OBJ_0403 for functional locations Note: On the Product Hierarchy page, you can also specify for each category whether you want BOM products for the reference product to be included in the product proposal.

1.3.5 CRM-MD-INB

Installed Bases

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

Use As of SAP CRM 7.0 SP01, an additional index table is available to improve system performance during partner-based searches across installed bases. This can be necessary in the case of large installed bases, and when searches are run using the search options Header Using Partner Data and Component Using Partner Data. With this release, the concept of features is introduced in installed base management. Features are pieces of functionality that can be optionally activated. The additional index table for partner-based searches is a new feature. A new Customizing activity is available that shows whether this feature and features available in future releases are active. You can find this activity in Customizing for Customer Relationship Management, under Master Data -> Installed Base -> Display Feature Activation Status.

Effects on System Administration To fill the index table IBPART_IDX, you run the program IBPART_IDX_CREATE_INDEX (Create Partner Index for IBase). The table is updated each time an installed base or component is saved. Ensure that the program is not set to run in test mode, otherwise the index table is not filled. To empty the index table, you run the program IBPART_IDX_DELETE_INDEX (Delete Partner Index for IBase). This program also deactivates the indexing feature.

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1.3.5.2 Search Driven by Serial Numbers

Use As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion Serial Number to search for the following business objects: Objects Installed bases Service orders Service confirmations Service contracts Complaints Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search for the business objects mentioned above. To enable other object attributes in the search: 1. 2. Append the attribute to the object attribute search structure CRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance. Maintain the attribute included in this structure in the object search mapping table CRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction View Cluster Maintenance. Assign the attribute to the respective design layer attribute within the respective context node in the search view for the object. Use transaction BSP WD Component Workbench. Enable the object search attribute on the respective search view configuration. Use transaction BSP WD Component Workbench.

3. 4.

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

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You can replicate equipment in SAP ERP as object components of installed bases in SAP CRM. As of SAP CRM 7.0 and SAP enhancement package 4 for SAP ERP 6.0, the following enhancements are available in the equipment replication function: Assignment of equipment to functional locations in SAP CRM If you use the new replication function for functional locations (see the release note Replication of Functional Locations from SAP ERP to SAP CRM (New)), equipment installed at a functional location in SAP ERP is inserted in the installed base structure in SAP CRM below the object component representing the functional location. Assignment of SAP ERP construction types as reference products for equipment objects in SAP CRM If a piece of equipment has a construction type maintained, the corresponding material is assigned as the reference product of the equipment object in SAP CRM. Warranty information for SAP ERP equipment If a customer/vendor warranty start and end date is entered in SAP ERP for a piece of equipment, SAP CRM checks for a corresponding customer/vendor warranty in the SAP CRM system when the equipment is downloaded. If a warranty template exists for the sales area and reference product of the equipment in SAP CRM, this is automatically copied to the Warranties assignment block of the object. The warranty validity dates in this block are copied from SAP ERP.

Effects on Data Transfer If you want to transfer warranty information from SAP ERP to SAP CRM, you need to start transaction R3AC1 and ensure that, for the business adapter object EQUIPMENT, the source table BGMKOBJ is not set to Inactive.

1.3.5.4 Replication of Functional Locations from SAP ERP to SAP CRM (New)
Use As of SAP CRM 7.0 you can replicate functional locations from SAP ERP to SAP CRM. This function is supported as of SAP enhancement package 4 for SAP ERP 6.0. In SAP CRM, functional locations are represented as object components of an installed base. The structure of functional locations is also replicated, and reflected in the installed base structure. If you replicate functional locations and pieces of equipment, the assignment of equipment to functional locations is also reflected in the installed base structure. The following replication processes are available: Initial download of functional locations from SAP ERP to SAP CRM

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Delta download of functional locations that have been created, changed, or deleted Delta upload (SAP CRM to SAP ERP) of changes to the assignment of equipment to a functional location (installation/dismantling) See also the release noteReplication of Equipment Betw. SAP ERP and SAP CRM (Enhanced).

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

Effects on Customizing To enable replication of functional locations, you need to make the settings described in Customizing for Customer Relationship Management under Master Data -> Installed Base -> Replication of Technical Objects from SAP ERP -> Replication of Functional Locations: Prerequisites and General Information. You make default settings for the replication of functional locations in the above Customizing section, in the activity Define Default Settings for Replication of Functional Locations. If required, you can use a Business Add-In (BAdI) to influence the replication of functional locations from SAP ERP to SAP CRM. You can find this BAdI in the above Customizing section under Business Add-Ins -> BAdI: Creation of Objects by Functional Location Download.

1.3.5.5 Authorization for Installed Bases (New)

Use As of SAP CRM 7.0 you can control user authorization for displaying, changing, and creating installed bases. Authorization control for installed bases uses the authorization concept for Application Server ABAP. For each user, you can determine authorization depending on the following: The authorization group assigned to an installed base You define authorization groups in Customizing. The new field Authoriz. Group is available on the Installed Base page, in the General Data block. The installed base category

The new authorization object CRM_IBASE (Authorization Object for Installed Base) is available with the following fields: ACTVT (Activity) The possible values of this field are: 01 (Create or Generate)

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02 (Change) 03 (Display)

IB_AUTHG (Authorization Group for Installed Base) IB_IBTYP (Installed Base Category)

For the relevant role, you define values for the above fields in an authorization profile, thereby determining which actions users with that role can perform, and which installed bases they can display, change, and create. When you define an authorization profile, you should add authorization levels incrementally, as follows: 1. 2. 3. Display Change (precondition is Display authorization) Create or Generate (preconditions are Display and Change authorization)

Authorization profiles should not be set up as follows: Note The authorization object IB_IBASE is not used in SAP CRM. Effects on User Navigation The authorization check does not influence whether or not certain options (such as the Create button or hyperlinks to assigned installed bases) are displayed on the user interface. If a user does not have sufficient authorization for an installed base, a message is displayed. The search results list for installed bases only contains installed bases for which the user has at minimum a display authorization. When a user creates or changes an installed base, he can only assign an installed base category or authorization group for which he has at least display authorization. Create but no Change or Display authorization Change but no Display authorization

Effects on System Administration If you restrict display authorization to installed bases, you can also consider configuring the relevant business role for the CRM WebClient UI so that users cannot navigate to the Installed Base page. Effects on Customizing You define authorization groups in Customizing for Customer Relationship Management under Master Data -> Installed Base -> Define Authorization Groups.

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1.3.5.6 Installed Base Structure (Enhanced)

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

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

1.4 CRM-BF

Basic Functions

1.4.1 Multilevel Categorization (Enhanced)

Use As of SAP CRM 7.0, the following functions in multilevel categorization have been enhanced or added: Determination of categorization schemas In addition to the existing mapping of categorization schemas to subject profiles, you can now map categorization schemas directly to transaction types and item categories. In turn, the transaction types and item categories are mapped to catalog categories. If you want to influence the response profile and warranty determination via multilevel categorization, you have to continue mapping the relevant categorization schemas to subject profiles. For the applications using multilevel categorization, different standards apply: The mapping of categorization schemas to transaction types is delivered predefined for service requests (incidents), problems and requests for change. Changing the predefined mapping requires additional configuration steps, described in SAP Solution Manager. The mapping of categorization schemas via subject profiles is delivered predefined for the standard CRM WebClient business transactions service order and complaint. Changing the predefined mapping requires additional configuration steps, described in SAP Solution Manager. Mapping categorization schemas to item categories requires additional configuration,

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described in SAP Solution Manager. Mapping categorization schemas to transaction types and item categories is not available for the IC-specific business transactions service ticket, service order and complaint.

Multiple blocks of categorization fields You can now use multiple blocks of categorization fields in your applications. Mapping categorization schemas to transaction type/catalog category, and item category/catalog category combinations, enables you to assign multiple schemas to one transaction type or item category. Thus, you can now integrate several schemas on header and item level in your applications. These are displayed in separate blocks of categorization fields. This option is not available when mapping categorization schemas to subject profiles. Service requests (incidents), problems and requests for change are delivered predefined for using two blocks of categorization fields on header level: Subject and Reason. Automatic item determination For service requests (incidents) and problems, you can now use the automatic item determination based on multilevel categorization. The automatic item determination via multilevel categorization overrides the settings in Business Add-In (BAdI) Product Assignment for Creation of Service Items that is otherwise used for the item determination. If the system cannot determine the item for the corresponding business transaction via the categorization schema, the BAdI is called. Find related objects For service requests (incidents), problems, and requests for change, you can now use the find related objects function and influence it via the multilevel categorization. The system then proposes objects with the same category assignments, for example knowledge articles. If you want to display the related objects, you have to click the More button in the CRM WebClient UI. The following functions were previously available only in the interaction center (IC), and are now also available for the standard CRM WebClient business transactions service order and complaint: Auto complete When creating or changing categorization schemas, you can assign templates, for example service order templates, to categories. If you select the relevant category in the application, for example the service order, you can choose More -> Auto Complete to transfer the data from the relevant template. Auto suggest of categories via product You can assign products to categories in a categorization schema. If you enter a product on header level in the application using multilevel categorization, the category fields are automatically filled.

Effects on Customizing To use the enhanced functions, you have to make the settings in the following Customizing activities in Customizing for Customer Relationship Management, under CRM Cross-Application Components -> Multilevel Categorization: Define Application Areas for Categorization

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Assign Transaction Types to Catalog Categories Assign Item Categories to Catalog Categories

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

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

Use As of SAP CRM 7.0, you can use an outbound Web service to integrate intelligent device management (IDM) software into the counter function in usage-based service contract processing. With the Web service, you can automatically send reading reminders to the integrated IDM software. The IDM software then creates the counter readings in the Usage Overview assignment block of the usage-based service contract. The Web service definition is delivered in XML format in SAP Note 1222954, together with information on how to define the interface to the IDM software.

1.4.3 Worklist (Enhanced)

Use As of SAP CRM 7.0, the worklist has been enhanced in the following way: You can now add notes as attachments to workflow tasks in the worklist. You can access the new function in the Attachments assignment block of the workflow task details. The notes are stored as plain text files and not deleted during workflow processing. The business object inbox of the worklist has been renamed to business transaction inbox.

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1.4.4 Changes to Customizing Structure for Basic Functions

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Basic Functions has changed as follows: The section Payment Cards has been restructured. The activities in the former subsection Settings for Transactions are now found under Basic Settings and Settings for Authorization. The section Communication Management Software Integration is new.

1.4.5 CRM-BF-E2C 1.4.5.1 Email2CRM (New)

Use

Email To CRM

Starting with SAP CRM 7.0, you can use Email2CRM (customizing transaction e2c) to enable the field sales force to access data from the CRM system and to create data in the CRM system using e-mails (plain text and XML). The following functions are available: You can create new services that can be accessed with e-mail. You can configure usage authorizations for each service by role or by user. You can request, by e-mail, the list of system services that you have authorization to use. You can create new business documents, such as leads, by using simple e-mail technology. You can create Adobe Forms based templates for data entry using the Adobe LiveCycle Designer ES program. You can create new business documents by extracting XML data from Adobe Forms sent to the CRM system by e-mail. You can search for customer master data, such as address data. You can also search for customer transaction data, such as open leads or service orders.

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Advantages Email2CRM has the following advantages: You can use Email2CRM with any device capable of sending text based email. No additional software or configuration is needed for e-mail devices to access Email2CRM. Email2CRM uses the existing SAPconnect functionalities.

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

1.4.6 CRM-BF-PC

Payment Cards

1.4.6.1 Billing of Payment Card Transactions (New)

Use As of SAP CRM 7.0 you can use CRM billing to process payment card transactions. Previously, billing of payment card transactions was only possible in SAP ERP. In SAP CRM, you can perform billing for all business transactions that support payment cards: Sales and service orders Sales and service contracts Service confirmations

The general process of billing with payment cards is the same as with SAP ERP billing: 1. You enter payment card information in the Payment Method assignment block in the business transaction and authorization takes place automatically or is entered manually by an employee after communication with the clearing house. When billing takes place and transfer to accounting begins, the billing component checks whether sufficient valid authorized amounts are available in the preceding transaction. There must be sufficient authorization for each billing document item. If sufficient authorizations are available, billing and payment card data is transferred to SAP ERP accounting.

2.

3.

New Features with SAP CRM Billing

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Once a billing document for a payment card transaction is saved, the Payment Cards assignment block on the Billing Documents page shows the payment card data and the used authorized amount(s), provided that: The document is not blocked for transfer to accounting. Valid and unused authorizations are sufficient to cover the gross value of each billing document item. Transfer to accounting was successful.

Once billing data for payment card transactions has been transferred to accounting, you can display the relevant billing document ID in the Payment Method assignment block of the preceding transaction. You can also display the used authorization amounts. If authorized amounts are insufficient when billing takes place, a reauthorization call to the clearing house is triggered automatically for the missing amount. If reauthorization fails for technical reasons or if the valid authorized amount is still insufficient, the billing document is marked as having an error and is not transferred to accounting. You can restart the transfer to accounting for billing documents with failed or insufficient authorization. By doing this you trigger another reauthorization. You can transfer data as follows: On the SAP Easy Access screen under Sales or Service -> Billing -> Transfer Billing Documents to Accounting. You select Only Documents with Failed Transfer in the Selection Range field to find billing documents with failed authorization. In the CRM WebClient UI on the Billing Documents page, by using the search criterion Transfer to Acctg Status with the value Document not Transferred. Use the Transfer to Accounting function to transfer relevant billing documents.

New Features with Billing in SAP CRM or SAP ERP Note If you perform delivery-related billing in SAP CRM, payment card authorizations are not checked when the delivery is processed in SAP ERP. Payment card authorizations are also not checked if you use SAP CRM or SAP ERP for delivery-related billing and have implemented the service parts management functions for orders. Intercompany billing does not support payments using payment cards. Effects on Existing Data If you are upgrading from a prior release and CVVs are stored in the database, you can run the report CRM_PAYCARD_CLEAR_CVV to delete the CVVs. You can specify the masking format of payment card numbers. You can activate a log of user access to full payment card numbers.

Effects on Customizing

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If you want to use SAP CRM billing to process payment card transactions, you need to make the following settings in Customizing for Customer Relationship Management: Activate the feature Payment Card Processing under Billing -> Configure Application. Specify the relevant accounts receivable accounts for transactions using payment cards You do this under Billing -> Integration -> Transfer of Billing Documents to Accounting -> Transfer to Accounts Receivable (FI-AR) and Accounts Payable (FI-AP) -> Sales Transactions: Assign Accounts for Receivables from Payment Cards and Service Transactions: Assign Accounts for Receivables from Payment Cards. Ensure that the payment plan type Payment Card is set under Billing -> System Enhancements -> Maintain Application Dependent Parameters. Check the predefined settings under Basic Functions -> Payment Cards -> Basic Settings -> Make Security Settings for Payment Cards. If you want to do either of the following, implement a Business Add-In (BAdI): Adjust the values for which reauthorization takes place Create new authorizations in the case of cancelled billing documents You can find the relevant BAdI under Basic Functions -> Payment Cards -> Business Add-Ins -> BAdI: Payment Plan Processing.

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

1.4.7 CRM-BF-CFG

Product Configuration

1.4.7.1 External Configurator (New)

Use As of SAP CRM 7.0, in addition to the product configurator in the SAP standard system, you can also integrate one or more external product configurators into your CRM WebClient user interface (UI). You can integrate any product configurator that runs using Web services and has a Web interface. The integration of an external product configurator is supported for the following business objects: CRM sales order CRM sales quote CRM package quotation If your customer creates an order using an external product configurator, that order can be edited in the CRM system. Note

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

Effects on Customizing You integrate an external product configurator in Customizing for Customer Relationship Management under Basic Functions -> Product Configuration -> Settings for External Configurators .

1.4.7.2 UI Designer of the Product Configurator (New)

Use As of SAP CRM 7.0, in the CRM WebClient UI, you can change the display of configurable products. This feature is based on the product model, which is either transferred from the ERP system or created in SAP CRM with the product modeling environment (PME). You can create and assign multiple user interface (UI) models for each version of a product model. You assign a UI model to a specific UI (B2B Web shop or CRM WebClient UI, for example) and to a specific role, if necessary. This display is mainly used to cater to the needs of distribution, the user, and sales. For example, in the call center, often only an order change is received for a configurable product. For this reason, it is important for agents to see all characteristics on one page. In the UI Designer, you can access CRM product master maintenance using assignment block Product Models. Some examples of the objects in the product configuration UI that can be changed include: You can change the sequence of components, groups, characteristics, and values. For each characteristic, you can define the display (dropdown list or radio buttons). You can add pictures. You can arrange the characteristics on pages, which are presented to the user in a step-by-step fashion. You can decide which additional contents (pictures, text, documents) are visible for which characteristics or values.

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

Use As of SAP CRM 7.0, you can use the CRM product configurator for configurable products in an ERP sales transaction. This option is available in both the CRM WebClient UI (including the Interaction Center) and in the CRM Web Channel. In addition, the configuration model must be compatible with the Internet Pricing and Configurator (IPC). For information about the necessary settings for IPC, see SAP Solution Manager. In addition, you can offer changeable product variants. When you implement the Lead-to-Cash scenario, the plant-specific variant must be the same as the cross-plant variant. In this scenario, in addition to the variant search according to fixed variants, you can also configure changeable variants after the fact. Pricing with the IPC can also be used during interactive configuration. For more information about the necessary settings for these features, see SAP Solution Manager.

Effects on Customizing You can activate Configuration Settings: Activate Pricing and Variant Search for the product configurator. See also For more information about integrating the product configurator into ERP sales transactions, see SAP Solution Manager. For more information about variant configuration in ERP, see SAP Library on SAP Help Portal at http://help.sap.com/erp. In the current documentation, choose SAP ERP Central Component -> Logistics-> Logistics - General (LO) -> Variant Configuration (LO-VC). For information about differences in product configuration between ERP and CRM, see SAP Help Portal at http://help.sap.com/erp. In the current documentation, choose SAP ERP Central Component -> Logistics -> Logistics - General (LO) -> Variant Configuration (LO-VC) -> Product Configuration with the Configuration Engine -> ERP Master Data and Configuration Engine.

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1.5 CRM-BE

Billing

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

Use As of SAP CRM 7.0 SP01, the Business Add-Ins (BAdIs) relevant for input processing in billing are grouped in a new section in Customizing for Customer Relationship Management under Billing -> System Enhancements -> Business Add-Ins -> Inbound Processing. The following previously existing BAdIs are available in this section: BAdI: Transfer of SAP ERP Deliveries to Billing Due List (new in Customizing) BAdI: Transfer of Orders to Billing Due List (previously existed only in Customizing for sales transactions) BAdI: XIF: Mapping for Billing Due List

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

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

Use As of SAP CRM 7.0 SP01, the following Business Add-Ins (BAdIs) have been replaced by new BAdIs that offer improved performance and easier implementation: Old BAdI Definition /BEA/BDCPREQ /BEA/BDCPREQC New BAdI Definition BEA_CRMB_BD_CPREQ BEA_CRMB_BD_CPREQC Enhancement Spot BEA_CPREQ BEA_CPREQC

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

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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 Billing (Changed). Effects on Customizing The new BAdI definitions can be found in Customizing for Customer Relationship Management under Billing -> System Enhancements -> Business Add-Ins -> BAdI: Copying Requirements BAdI: Copying Requirements for Cancellation

1.5.3 Report for Scheduled Billing in the Background (Changed for SP01)
Use As of SAP CRM 7.0 SP01 a new report is available that provides improved load balancing during batch processing. The new report /1BEA/R_CRMB_DL_JOBS_CREATE1 is accessible using transaction /BEA/CRMB06 or from the SAP Easy Access screen under Sales/Service -> Billing -> Create Background Jobs for Billing. It replaces the report /1BEA/R_CRMB_DL_JOBS_CREATE, which was previously accessible with the transaction /BEA/CRMB06. Previously, load balancing was achieved by limiting each batch job to a user-defined maximum number of sold-to parties. The new report no longer uses the maximum number of sold-to parties as a selection criterion. Instead, the system assigns transactions to background jobs, taking into account the following: The maximum number of transactions that can be processed per job This number is derived from the number of transactions selected for processing, divided by the number of jobs specified in the selection criteria. The billing unit (each job can contain transactions for one billing unit only)

Effects on System Administration You can continue to use the old report /1BEA/R_CRMB_DL_JOBS_CREATE if this report runs successfully for your organization and you have created report variants. However, we recommend that you use the new report /1BEA/R_CRMB_DL_JOBS_CREATE1.

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1.5.4 Business Add-Ins for Billing (Changed)

Use As of SAP CRM 7.0 generated Business Add-In (BAdI) definitions for billing have been replaced with non-generated BAdI definitions. The BAdIs function as before, however, you need to recreate your implementations of the generated BAdI definitions as described below under "Effects on System Administration". The BAdIs definitions have been replaced as follows: Obsolete Generated Definition Non-Generated Definition Enhancement Spot /1BEA/CRMB_DL_PRC (Pricing: Mapping for Billing Due List) BEA_CRMB_DL_PRC BEA_PRC /1BEA/CRMB_BD_PRC (Pricing: Mapping for Billing Document) BEA_CRMB_BD_PRC BEA_PRC /1BEA/CRMB_DL_XIF (XIF Inbound: Mapping and Validation) BEA_CRMB_DL_XIF BEA_XIF Note that with the new definition of the pricing BAdIs above, the following methods have been replaced: Old Method New Method IN_MAP_HEAD None (method deleted) IN_MAP_HEAD1 (as of Release 5.0) IN_MAP_HEAD IN_MAP_ITEM None (method deleted) IN_MAP_ITEM1 (as of Release 5.0) IN_MAP_ITEM

Effects on System Administration In order to recreate existing implementations of generated BAdIs in your system, you need to do the following: 1. 2. 3. 4. 5. 6. 7. Run the report BEAR_GET_OLD_BADI_IMPLS to list all existing implementations of the generated BAdIs. Start transaction SE19 and display one of the current implementations. Start transaction SE19 in a separate session, and create a new enhancement implementation for the relevant enhancement spot listed in the report (see step 1). Create a BAdI implementation for the BAdI definition listed in the report. Create a BAdI implementation class for the new BAdI definition. Copy the logic for each method from the old BAdI implementation to the new implementation class. Repeat the above procedure for each existing implementation.

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Effects on Customizing The new, non-generated BAdI definitions can be found in Customizing for Customer Relationship Management under Billing -> System Enhancements -> Business Add-Ins -> BAdI: Pricing: Mapping for Billing Due List BAdI: Pricing: Mapping for Billing Document BAdI: XIF: Mapping for Billing Due List

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

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

Effects on Customizing You implement the BAdI definition in Customizing for Customer Relationship Management under Billing -> System Enhancements -> Business Add-Ins -> BAdI: Billing Document: Text Processing.

1.5.6 Changes to Customizing Structure for Billing

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Billing has changed as follows: The activity System Enhancements -> Generated BAdI Definitions has been deleted. The following activities are new in the section System Enhancements -> Business Add-Ins: BAdI: Pricing: Mapping for Billing Due List BAdI: XIF: Mapping for Billing Due List BAdI: Pricing: Mapping for Billing Document BAdI: Payment Plan Processing

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BAdI: Billing Document: Text Processing

1.5.7 CRM-BE-FI

Transfer to Accounting

1.5.7.1 Report for Transferring Billing Documents to Accounting (Changed)

Use As of SAP CRM 7.0 the report for transferring billing documents to accounting offers the option of refining selection of billing documents for transfer to the following: Only documents blocked from transfer Only documents with failed transfer All billing documents relevant for transfer

In previous releases, all billing documents relevant for transfer were automatically selected. You can find the report on the SAP Easy Access screen under Sales/Service -> Billing -> Transfer Billing Documents to Accounting (transaction /BEA/CRMB12).

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

1.6 CRM-RB

Rebate Processing

1.6.1 Changes to Customizing Structure for Rebate Processing

Use

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In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Rebate Processing has changed as follows: The activity System Enhancements -> Generated BAdI Definitions has been deleted. The following activities are new in the section System Enhancements -> Business Add-Ins: BAdI: Extract Processing BAdI: Rebate Determination in Extract Processing BAdI: Pricing: Mapping for Settlement Document BAdI: Settlement Document: Text Processing BAdI: Mapping for Rebate Due List

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

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

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

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

Use

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As of SAP CRM 7.0, a Business Add-In (BAdI) is available that enables you to map fields from the structures of the rebate agreement header and rebate agreement item, to the rebate due list header structure. Moreover, you can map business partner data. This BAdI is mostly relevant in the context of enhancements.

Effects on Customizing You implement the BAdI definition in Customizing for Customer Relationship Management under Rebate Processing -> System Enhancements -> Business Add-Ins -> BAdI: Mapping for Rebate Due List. See also UI Enhancement Tool (New)

1.6.4 Business Add-Ins for Rebate Processing (Changed)

As of SAP CRM 7.0, generated Business Add-In (BAdI) definitions for rebate processing have been replaced with non-generated BAdI definitions. The BAdI definitions have been replaced as follows: Obsolete Generated Definition Non-Generated Definition Enhancement Spot /1BEA/CRMR_REX BEA_CRMR_REX BEA /1BEA/CRMR_REX_RCD BEA_CRMR_REX_RCD BEA_RCD /1BEA/CRMR_RPD_PRC BEA_CRMR_RPD_PRC BEA_PRC The BAdIs function as before, however, you need to recreate your implementations of the generated BAdI definitions as described in Business Add-Ins for Billing (Changed) under Effects on System Administration. Effects on Customizing The new, non-generated BAdI definitions can be found in Customizing for Customer Relationship Management under Rebate Processing -> System Enhancements -> Business Add-Ins -> BAdI: Extract Processing BAdI: Rebate Determination in Extract Processing BAdI: Pricing: Mapping for Settlement Document

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1.7 CRM-BTX

Business Transactions

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

Use As of SAP CRM 7.0, the document flow and copy control between SAP CRM and SAP ERP has been enhanced. This means that when you create or process an ERP sales transaction, that is an ERP quotation or an ERP sales order as a follow-up transaction to a CRM opportunity in SAP CRM, the following is now copied to SAP ERP: Business partners (at both item and header level) All business partners, both on item and header level, are automatically copied to the follow-up transaction in SAP ERP.

Sales organization Distribution channel Division Sales office Sales group Product configuration Items When you create an ERP sales transaction as a follow-up transaction to an SAP CRM transaction, the system gives you the choice of which tems you want to copy to the ERP sales transaction. You select the items manually in a dialog box.

Product Quantity Notes Notes, both on header and item level, will be copied automatically to the follow-up transaction in ERP.

Unit

The following fields are provided in the dialog box as display only: Product Product ID Transfer Item number

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In addition, during a follow-up procedure, the transaction history is updated so that: You create a follow-up activity in CRM from an ERP sales transaction. You can then navigate to the ERP sales transaction via the transaction history in the CRM follow-up activity. You create an ERP quotation or ERP sales order as a follow-up to a CRM opportunity. You can navigate to the ERP quotation or ERP sales order via the transaction history in the CRM opportunity. Example 1. Create ERP sales transaction as follow-up transaction to CRM opportunity You create an ERP quotation as a follow-up to a CRM opportunity. All relevant information is copied to the ERP quotation so you do not have to re-enter any data that was already available in the CRM opportunity. As of Release 7.0, the system also copies all sales area data from CRM SAP to SAP ERP, ensuring consistency between the two applications. 2. Create ERP sales transaction as a follow-up to another ERP sales transaction You create an ERP sales order as a follow-up transaction for an ERP quotation. As in the above example, all relevant data is copied to the ERP sales order.

1.7.2 Changes to Customizing Structure for Business Transactions

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Transactions has changed as follows: Basic Settings The section Basic Settings -> Approval Settings is new. Settings for Opportunities The section Settings for Opportunities -> Pipeline Performance Management is new. Settings for Sales Transactions The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders has

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been changed as follows: The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders -> Method Schemas for Product Proposals is new. In this section, the following activities have been included: The activity Define Method Schema (Basic) is new. It provides a simpler view on the Method Schema than Define Method Schema (Expert) (see below). The activity Create Method Schema has been renamed Define Method Schema (Expert) and moved here. The activity Assign Method Schema to Transaction Type has been moved here.

The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders -> Transaction History has been renamed Past Orders. This section has been changed to contain the settings for the item proposals based on past orders. The activity Define Display Profile has been removed. In the activity Define Transaction Filter, a view on defining filters for ERP transactions has been added. The activity Assign Display Attributes has been renamed to Define Past Orders Display. This activity calls up a new view (CRMV_PP_HST_1O_2) that combines settings from the removed activity Define Display Profile and the (old) activity Assign Display Attributes. In case you need to access the older views (for example to change an existing Display Profile), you can still access the view CRMV_PP_HST_1O (Assign Display Attributes) by using transaction SM30, and view cluster CRMV_PP_DP_1O_A (Define Display Profile) via SM34.

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

The section Settings for Contracts -> Additional Settings for Service Contracts is new. The section Usage-Based Service Contract Processing has been moved to the section Settings for Contracts -> Additional Settings for Service Contracts. It is now named Settings for Usage-Based Service Contracts. The section Usage-Based Service Contract Processing -> Process Control has been moved (see above) and renamed Change Processes. The section Settings for Contracts -> Additional Settings for Service Contracts -> Change Processes -> Mass Change Processes is new. The node Settings for Contracts -> Additional Settings for Service Contracts -> Change Processes -> Prerequisites is new. Settings for Service Requests

The section Settings for Service Requests is new.

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Settings for ERP Transactions The section Settings for ERP Transactions is new. In this section, the following activities have been included: The activities Define Profiles for ERP Sales Transactions and Transfer Permitted ERP Sales Document Types per Sales Area to CRM have been copied from Transactions -> Settings for Sales Transactions -> Define Profiles for ERP Sales Transactions. The node Cross-System Copy Control for Opportunity and SAP-ECC Quotation has been copied from Transactions -> Settings for Opportunities. The node Product Proposals has been moved. The activity Configuration Settings: Activate Pricing and Variant Search is new. Additional Settings The activity Customer Relationship Management -> Transactions -> Additional Settings -> Assign Dispatching Rule Profile to Transaction Types is new.

1.7.3 CRM-BTX-BF 1.7.3.1 Approvals (New)

Use

Basic Functions for Business Transactions

As of SAP CRM 7.0, you can use approval procedures to define and control the approval process for transactions, for example, requests for change. Approval procedures define the following: The approval steps and their sequence The designated approver for each step The stage at which the approval procedure and its related steps are locked

You can identify the approval procedure that is relevant for a transaction manually or based on predefined rules. Similarly, you can identify approvers for each approval step manually or based on predefined rules. The system records all changes to approval steps. You can integrate approval procedures with SAP workflow so that the designated people are notified

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

Effects on Customizing There is a new node in Customizing where you make settings for approvals under Customer Relationship Management -> Transactions -> Basic Settings -> Approval Settings. There is a new rule policy context available named Approval Management to use when you define rule policies for approval procedure determination and approval step determination. See also For a detailed description of the functions available for approvals, see SAP Library for SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

1.7.3.2 Dispatching of Business Transactions (New)

Use As of SAP CRM 7.0, you can dispatch transactions to send them to the appropriate partners or groups and to set a specific priority to enable prompt service response times. You can use semi-automated dispatching that forwards the transactions on user request.

Effects on Customizing You assign dispatching rule profiles to transaction types in Customizing for Customer Relationship Management under Transactions -> Additional Settings -> Assign Dispatching Rule Profile to Transaction Types. There is a new rule policy context available named Service Request Management to use for dispatching of service request transactions. See also For a detailed description of the functions available for dispatching business transactions, see SAP Library for SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

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1.7.3.3 CRM-BTX-BF-TA

Transaction Analyzer

1.7.3.3.1 Transaction Analyzer (Enhanced)

Use As of SAP CRM 7.0, the transaction analyzer has been enhanced as follows: Enhanced Hierarchy UI Instead of being displayed under hierarchy node Linked Objects, CRM billing documents now appear under the new hierarchy node Billing Documents. When you open the transaction analyzer, instead of all transactions on all levels being displayed, now only the transactions on the first level appear. If you start with a transaction at a lower level, the tree is expanded up to this starting transaction. The first level under the starting transaction is also displayed. Enhanced Filter Criteria If all items were filtered out with the filter, the hierarchy node for items is no longer displayed. Only the transaction appears. Display of SAP ERP Business Transactions and Items Within the Hierarchy Structure SAP ERP business transactions SAP ERP transactions that are part of the transaction flow of the SAP Customer Relationship Management (CRM) transaction are displayed in the transaction flow hierarchy structure without the items. You can use a link to navigate to the SAP ERP transactions. SAP ERP items Items from SAP ERP transactions are not displayed in the transaction flow hierarchy structure or in the item list. However, the SAP ERP items that are assigned to an SAP CRM item are displayed in the item flow hierarchy structure.

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1.7.3.4 CRM-BTX-BF-PP

Product Proposal

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

Use For release CRM 7.0, the product proposals function was enhanced, and the interface design in the CRM WebClient UI was improved. In addition, as of CRM 7.0, you can use product proposals in ERP sales transactions (ERP quotations and ERP sales orders) in the CRM WebClient UI, including the Interaction Center (IC), as well as in Web Channel.

The enhancement comprises the following functions: Item Proposals (New) Item proposals are displayed in the Items assignment block on the Editable Overview Page. They appear at the end of the item list as "template items", that is, without item numbers. The user can transfer the template items as order items, by entering an order quantity. Only then can the system perform pricing and an availability check for the items. The following types of item proposals exist: Item proposals from past orders This function was previously available in the Product Proposals assignment block. Here, the system can propose purchase order quantities in addition to the products. Item proposals from listings and exclusions If a listing is determined for the customer, the system proposes the products from it. If there is also an exclusion for certain products, these products are not displayed in the proposal list. This prevents items from being proposed that will later be rejected by the exclusion check.

Item proposals are available in the CRM WebClient UI (including IC). In Web Channel, item proposals cannot be displayed. Product Proposals (Enhanced) Product proposals are displayed in their own assignment block, Product Proposals. The user can select individual products, and transfer them to the item list. This applies to the following types of product proposals: Accessories Cross-Selling Up-/Downselling Top N product list Marketing Projects (Campaigns and Trade Promotions)

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

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sales transactions (quotations and orders). UI Redesign To display product proposals in the transaction, there is an automatic mode and a manual mode available. In the automatic mode, the product proposals are dynamically adjusted, according to the current items. In manual mode, the user can trigger the update, if this seems to make more sense for performance reasons. Pricing You can display prices for the proposed products with the following methods: CRM price list (calculated using IPC) CRM Pricing in IPC (not for ERP transactions)

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

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

Note the following restrictions for product proposals from marketing projects: Product proposals based on marketing projects are not available in Web Channel. In ERP sales transactions, the assignment to a marketing project at item level is not saved.

Effects on Existing Data For CRM 7.0, the item proposals from past orders are no longer displayed in the Product Proposals assignment block, but directly in the Items assignment block. Transaction History removed from UI The Transaction History table, which displays the previous transactions from the customer for a certain product, is no longer available in CRM 7.0. If you wish, you can display the Transaction History in SAP CRM WebClient UI, if you activate the old interface design. To do so, you must set the user parameter CRM_PP_LAYOUT_OLD. You can then configure default columns in Access BSP WD Workbench in UI Component CRM_PRODPROP , view ProdPropListView with subtype LAST_ORDERS, or each user can personalize how many columns to display. The associated Customizing views for the maintenance of Display Profiles for the transaction history were removed from the Customizing structure for CRM. If you still want to use an existing display profile, and want to change it, you can access and edit it using the following views: Assign Display Attributes - CRMV_PP_HST_1O (via SM30) Define Display Profile - CRMV_PP_DP_1O_A (via SM34)

Effects on Data Transfer

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For item proposals from listings, you can download listings from ERP to CRM. You can also load CRM listings to the ERP system. You cannot transfer ERP product proposals to the CRM system. If you want to use CRM product proposals for ERP sales transactions, you should not set up dynamic product proposals in ERP.

Effects on Customizing The Customizing for item proposals and product proposals was adapted to the changed UI, and simplified. There is now a simplified maintenance view available for the definition of method schemas. CRM -> Transactions -> Settings for Sales Transactions -> Product Proposals in Quotations and Orders -> Method Schemas for Product Proposals -> Define Method Schema (Basic) You can also use the previous maintenance of method schemas. The previous maintenance view is now called Define Method Schema (Expert). If you use your own function modules for product proposals, you can edit the method schema using the expert mode only. For more information on Customizing changes, see the "Product Proposals" section in the Release Note Customizing Changes for Business Transactions. New Standard Customizing SAP delivers the following new function module for item proposals from listings: CRM_SALES_PP_PROD_LISTING_READ The new method schema 000019 contains all types of item proposals and product proposals available as of this release that can be used for CRM transactions or ERP transactions. For the display of previous orders for item proposals, the simple display profile PROF_SIMPLE (with only one Profile Attribute) is used in the standard system.

See also ERP Sales Transactions in CRM

1.7.4 CRM-BTX-ACT

Activity Management

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

Use As of SAP CRM 7.0, you can change the date and time of activities by dragging and dropping them directly to new days or times in your calendar. You can carry out the following using the drag and drop function:

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Move an activity to another time within the same day (daily view) Change the end time of an activity, that is, move it forward or postpone it (daily view) If you want to change the start time of the activity by moving it forward, you have to edit the activity and change the start time manually. Alternatively, you can move the entire activity to an earlier slot, then adjust the end time using drag and drop.

Move an activity to another day (daily, monthly and weekly view) When you move an activity to another day within the current view or directly into the upper right calendar pad, the day you would like to move it to becomes highlighted.

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

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

1.7.5 CRM-BTX-OPP

Opportunities

1.7.5.1 Pipeline Performance Management (Enhanced)

Use As of SAP CRM 7.0 the following functions in pipeline performance management (PPM) have been enhanced: Pipeline performance analysis Quota planning Pipeline Performance Analysis The following enhancements have been made to the analysis functions: New chart content options for Target to Date, Closing Date, Sales Pipeline, and Sales Pipeline Change view You can choose the contents of charts used in pipeline performance management. In addition to the total sales volume, you can view the product or product category sales volume, and the product or

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product category units. You can also add product or product category filter conditions for the chart area and opportunity list. Personalized default settings for chart content and display You can personalize how chart contents are displayed by default. For example, you could select a default product to be used when displaying product sales volume or units, specify the past and future quarters to be analyzed, and indicate whether opportunities should be shown for a single sales representative or for the sales team. Simulation mode available for new chart content options Planning period settings As an alternative to the default calendar year, you can choose to work using a fiscal year. The planning period type you select is reflected in chart data. If you have already performed quota planning for the calendar year and would prefer to work with a fiscal year, you can convert the data so that it is remapped to a fiscal year. Ability to view items in the opportunity list either by header or by list items Ability to configure opportunity searches In Customizing, you can define whether searches in the opportunity list return results for the opportunity header or for list items. Briefing card enhancements You can use the briefing card to add a business partner and select a partner function. You can also add additional activities and products to the opportunity directly from the briefing card. Opportunity status enhancements The Closing Date and Progress fields in the opportunity list now function interactively with the Status field. When an opportunity is won, the system updates the progress to Ok. In general, when an opportunity is completed, the system sets the current date as the closing date, and locks the date against further edits to prevent the opportunity from being included in future pipeline calculations. Opportunity locking When you update an opportunity in the opportunity list, it is locked against changes made by other users. Similarly, if an opportunity is being updated by another user in the Opportunity application, you cannot save changes to it in the opportunity list. Quota Planning The following enhancements have been made to quota planning: Detailed quota planning In addition to being able to plan quota for the total sales volume, you can set quota targets by product or product category sales volume, or by product or product category units. Automatic calculation of planned quota growth The system can now calculate and set quota based on the planned growth rate. Monthly quota planning You can determine how quota should be distributed for each month of the quarter. For example, if sales are usually higher in the month of December, you can increase the quota percentage for that month. Support for quota setting using a chosen planning period You can set quota using either the calendar year or a user-defined custom fiscal year.

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Restrict products and product categories available for quota planning In Customizing, you can restrict the products and product categories available for quota planning based on the sales product category hierarchy only, or in combination with organizational unit attributes.

Effects on Customizing You can define settings for PPM in Customizing for Customer Relationship Management under Transactions -> Settings for Opportunities -> Pipeline Performance Management.

1.7.6 CRM-BTX-SLO

Sales Transaction

1.7.6.1 Ugrading to CRM Release 7.0

Use If you are upgrading to CRM Release 7.0, you need to start report CRM_UPDATE_CRMD_BRELVONAE_SEL after upgrading. This applies when upgrading from all releases below CRM 7.0. This report ensures that you can search for transactions with preceding and follow-up documents or with campaigns . You only need to start this report once after upgrading only. The time it takes to run this report depends on the number of entries in table CRMD_BRELVONAE . Note that this report affects all clients, meaning you only need to run it once per system. It is mandatory to run this report when upgrading to CRM Release 7.0.

See also For further information, see the SAP note 1235501.

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1.7.6.2 ERP Sales Transactions in CRM (enhanced)

Use As of SAP CRM 2007, you can create an ERP quotation as a folllow-up to a CRM opportunity in SAP CRM WebClient UI and Interaction Center (IC) WebClient. For further information, see Creating and Changing ERP Sales Transactions in SAP CRM. As of SAP CRM 7.0, this function has been enhanced so that you can maintain ERP sales transactions (sales quotations, sales orders and quantity contracts) in the CRM WebClient UI in Web Channel and Interaction Center (IC). Additionally, the features available for ERP transaction processing via CRM have been enhanced as follows: Product proposals and item proposals for ERP sales transactions (enhanced) For further information, see release note Product Proposals and Item Proposals in Sales Quotations and Orders Bills of material explosion (BOM explosion) in ERP sales orders for ERP products The subitems resulting from the BOM explosion in ERP are displayed in the ERP order in CRM WebClient UI. Product configuration is now possible using the Application Platform (AP) Configurator (with the Configuration Engine). For more information, see SAP Library for SAP Customer Relationship Management (SAP CRM) on Help Portal at http://help.sap.com. In the Application Help, choose SAP ERP -> SAP ERP Central Component -> Logistics -> Logistics -General (LO) -> Variant Configuration (LO-VC) -> Product Configuration with the Configuration Engine. Additionally, you can design the product configuration to suit your requirements with the help of the new Product Configuration Designer. For more information, see Product Configuration Designer

Web Channel product catalog in CRM WebClient and IC You can use the product catalog to select products in the CRM WebClient UI (including Interaction Center) For more information on setting up and using the product catalog, see Using the CRM Product Catalog with the CRM WebClient UI

Enhancements to document flow and copy control between SAP CRM- SAP ECC Enhancement of ERP Objects (new)

Effects on Data Transfer You do not need to replicate the sales transactions to ERP. However, in order to use this scenario (Lead-to-Cash), you need to replicate and map the following master data from ERP to CRM: Organizational data (sales organization, distribution channel, division)

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Business partners Products (inclduding product models for configurable products and bills of materials (BOMs) if you use these) Conditions for pricing (optional) You also need to replicate the required transaction types and item categories from ERP to CRM

Effects on System Administration In order to allocate authorizations for the ERP transactions to the CRM user, you must assign the role SAP_LO_SD_ORDER_MANAGEMENT (Suite Excellence Order Management) to the user. This role contains all authorizations that are relevant for order processing. For example, you control processing of the user status, the characteristics from the class system, and the restriction of sales document types and sales areas. For this scenario (Lead-to-Cash), SAP recommends that you use a separate, trusted RFC connection based on the current user. This allows you to set different authorization levels for each user. You also need counterpart users in ERP with the same ID and the role SAP_LO_SD_ORDER_MANAGEMENT assigned. In order to use this scenario, ERP is required. To additonally use product configuration and the Extensibility Tool, you need to have activated the business function Simplified Sales Processes in SD (Enhanced) 02_LOG_SD_SIMP_02 with Enhancement Pack 4 in your ERP system. For more information, see the release note for Simplified Sales Processes in SD 02 (Enhanced), in your ERP system, under Logistics -> Sales and Distribution.

Effects on Customizing For ERP transactions, the following Customizing node has been added: Settings for Transactions -> Settings for ERP Transactions Maintained in CRM

To use CRM item proposals and product proposals for ERP sales transactions, you must set up product proposals in the same way as for CRM sales transactions. You do this in Customizing for CRM under Transactions -> Settings for Sales Transactions -> Product Proposals for Quotations and Orders. Additionally, the following Customizing activities have been added to assign product proposal and item proposal settigns to ERP sales transactions: See also For more information on ERP order entry through the various channels, see: Creating ERP Sales Orders Through CRM Web Channel Assign Method Schema to ERP Sales Transaction Type New view ERP Filter Attributes in the activity Define Transaction Filter

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Business Transactions in the Interaction Center

1.7.6.3 Using the CRM Product Catalog with the CRM WebClient UI Including the Interaction Center (Enhanced)
Use As of SAP CRM 7.0, you can use the CRM product catalog with the CRM WebClient UI including the Interaction Center. SAP CRM product catalog integration is intuitive, efficient, and user-friendly. Before, you could only use the product catalog with Web Channel. A sales representative or call center agent can view and navigate the CRM product catalog hierarchy and can select products from the product catalog similarly to a customer navigating the hierarchy of the Java based Web shop. You have two options to select products for transactions from the CRM product catalog: You may create a new CRM sales order, quotation, or service quotation first. You may also create an ERP sales order or quotation. You then select the desired product with the help of the CRM Web shop and the CRM product catalog. You are navigating the CRM product catalog in the CRM WebClient UI and you add products to the buffer. You can create a sales order or quotation within the product catalog and the products will automatically be transferred to the newly created transaction.

Effects on Customizing You must set up a product catalog Java Web application running on a Java 2 Enterprise Edition (J2EE) server. If the product catalog Java Web application can be launched successfully stand alone, then you must integrate the product catalog Web application into the CRM WebClient UI. Maintain the J2EE Web application in Customizing for Define Protocol, Host Name, Port, and XCM Application Configuration under Customer Relationship Management --> Web Channel --> Basic Settings --> Activate Links from CRM WebClient UI to Web Channel Applications. You need to define the URL /catalog/cat/webClientEntry.do for the J2EE Web Application key RTCAP. The URL defined is used to launch the product catalog Java Web application in the CRM WebClient UI. In addition, you must assign the user to the business role IC_AGENT in the Interaction Center environment. Note that IC_AGENT is the shipped business role for the standard implementation. A new business role can be defined.

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1.7.7 CRM-BTX-ERP

BSP for ERP Sales Order

1.7.7.1 Enhancement of ERP Objects (New)

Use As of SAP CRM 7.0, you can use the Application Enhancement Tool to enhance ERP business objects in CRM. To do so, you either enhance the business objects that were already enhanced in ERP, or you create new enhancements in ERP. You can enhance the following ERP business objects: ERP sales orders ERP quotations ERP quantity contracts It is a good idea to enhance these business objects if the process variants contract, quotation, and order are implemented. In these ERP business objects, enhancements have an effect on both the header level and the item level. In the view configuration of the Applicaton Enhancement Tool, you configure where your enhancement will be visible in the CRM WebClient user interface (UI).

Effects on System Administration To make these settings, log onto the system in the system administration role. Effects on Customizing To ensure that the enhancements that you made are visible in the result list, you must change the following Customizing settings: Enhance structure IMCL_ERP_EXT_SEARCHRES. In the SAP Easy Access Menu, choose Architecture and Technology -> ABAP Workbench -> Development -> ABAP Dictionary or go to transaction SE11. Implement enhancement spot CRM_ERP_EXT_SRCHRES_MAP. In the SAP Easy Access Menu, choose Architecture and Technology -> ABAP Workbench -> Utilities -> Business Add-Ins -> Implementation or go to transaction SE18.

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

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1.7.8 CRM-BTX-SVO

Service Processes

1.7.8.1 Search Driven by Serial Numbers

Use As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion Serial Number to search for the following business objects: Objects Installed bases Service orders Service confirmations Service contracts Complaints Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search for the business objects mentioned above. To enable other object attributes in the search: 1. 2. Append the attribute to the object attribute search structure CRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance. Maintain the attribute included in this structure in the object search mapping table CRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction View Cluster Maintenance. Assign the attribute to the respective design layer attribute within the respective context node in the search view for the object. Use transaction BSP WD Component Workbench. Enable the object search attribute on the respective search view configuration. Use transaction BSP WD Component Workbench.

3. 4.

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1.7.8.2 Service Level Agreements (Enhanced)

Use As of SAP CRM 7.0, service level management has been enhanced. Service level management is used to define, monitor, and control the service level agreements (SLAs) and the related service quality. SLAs identify the methods of rendering a guaranteed service. You can use the following new functions with SLAs: Associate service level agreements (service profiles and response profiles) to business partners, installed bases (IBases), IBase components, and organizational units, in addition to products and objects. Define SLA determination procedures to automatically assign the correct SLA information such as the response profile, to a transaction, for example, to an incident, problem, or request for change service item. Create a customizable access sequence for SLA determination

Effects on Customizing You can define SLA determination procedures in Customizing for Customer Relationship Management under Transactions -> Settings for Service Requests -> Define SLA Determination Procedures. You can define your own logic for determining SLAs by using Business Add-In for SLA Determination (CRM_SLADET_BADI) in Customizing for Customer Relationship Management under Transactions -> Settings for Service Requests -> Business Add-Ins. See also For a detailed description of the functions available for SLAs, see SAP Library for SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

1.7.8.3 Service Level Metrics (New)

Use As of SAP CRM 7.0, you can define service level metrics (SLA metrics) for service contracts. An SLA metric is a criteria negotiated between a customer and their service provider that defines a qualitative target that has to be achieved for the service provided. The following are examples of SLA metrics:

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The availability of a service provided is set to >= 90% per month The planned satisfaction rate for the agreed service is >=85% measured on a quarterly basis

You can do the following with SLA metrics: Define measurable values for your SLA metrics Define a contract with service items and assign multiple SLA metrics to them Measure SLA metrics using external tools to create readings In billing, add discounts manually if the agreed-upon SLA metrics were not met

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

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above.

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Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product. Note Inheritance of categorization is only possible when the item/ follow-up transaction and the header/preceding transaction have the same categorization settings set as the default in Customizing.

1.7.8.5 CRM-BTX-SVO-QUT

Service Inquiries / Quotations

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above.

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Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product. Note Inheritance of categorization is only possible when the item/ follow-up transaction and the header/preceding transaction have the same categorization settings set as the default in Customizing.

1.7.8.5.2 Package Quotations (Enhanced)

Use As of SAP CRM 7.0 the following enhancements are implemented for package quotations: Improved User Interaction You can now filter the item list in a package quotation to show only items of a certain type, such as service contract items. The item list in a package quotation is initially displayed as a hierarchy. When you choose All Items or filter the list for a specific type of item, the items are no longer displayed as a hierarchy. Availability Information for Sales Items and Service Part Items When the Items assignment block is filtered to show only sales items or service part items, you can display the availability status. Cumulation of Values One-time and recurring values are cumulated in the package product (node) items in the Items assignment block. Recurring values are only cumulated if the following parameters are identical for the relevant items: Contract start and end date Settlement period according to the relevant billing plan

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Service Contract Quotation Items You can now additionally include the following types of service contract quotation items in a package quotation: Usage-based Service plan-related New Fields for Service Contract Quotation Items In the Items assignment block for a package quotation, the Reference Object and Reference Product fields are now available for service contract quotation items. The entries in these fields correspond to the first entries in the Object List assignment block, in the details of the service contract quotation item. The Reference Object field must be filled manually. The Reference Product field can be automatically filled with the relevant sales product for the service contract quotation item (and a corresponding entry made in the object list). To enable automatic determination of the relevant sales product, the package must be configured as follows: The contract product is a package product. The sales products are dependent components of the contract product, with the explosion type Object List.

1.7.9 CRM-BTX-SCO

Service Confirmation

1.7.9.1 Service Confirmation - Transaction History (Enhanced)

Use As of SAP CRM 7.0, the service confirmation was enhanced as follows: When you release and save a service confirmation with the following item categories, the corresponding follow-up transactions in the associated SAP ERP system are created as before: Service product item (item category SVCP) Service part item and sales item (item category SVCM) Service expense item (item category SVCE)

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Tool item (SVCT)

After successful distribution, as of SAP CRM 7.0, depending on item category, you now see the following entries in assignment block Transaction History: For service product items, you see transaction Time Sheet. For service part items and sales items, you see transaction Goods Movement. You can use links to navigate to the corresponding Material Document in SAP ERP. For tool items and service expense items, you see transaction Controlling Document. You can use links to navigate to the corresponding Controlling Document in SAP ERP.

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

Use As of SAP CRM 7.0, there is a new date type in the service confirmation and service contract called Installed On (SRV_INST). It controls the following processes: Release of contract When a service contract is created, initially it has the status In process. For example, after the object is put into use at the customer site, at item level, you set the Installed On date and save the contract. This triggers the system to change the status of the contract item to Released and transfers the date from Installed On to Contract Start. When all the contract items have status released, the system also changes the status of the contract to Released. Automatic triggering of warranty start After a service employee installs a new object, he or she creates a service confirmation. In the service confirmation at item level, the service employee enters, among other things, the date with Date Type Installed On, and one or more reference objects that he or she marks as installed. After the service employee changes the status of the confirmation to Completed and saves the confirmation, the system creates a warranty for each reference object, provided that the following prerequisites are met: Installed On date is set Object is installed (corresponding value in field Installation/Dismantle in assignment block Reference Objects) There is no customer warranty for the reference object yet

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

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

Effects on Customizing In Customizing in the standard system, the new Date Type SRV_INST - Installed On is now in Customizing activity Define Date Types, Duration Types and Date Rules. In the standard system, in Customizing activity Define Date Profile, this date type is assigned to the following date profiles: SRV_HEADER01 - SAP Default Service Activity Header SRV_RM_ITEM 1- SAP Confirmation Service Item CONT002 - Date Profile for Service Contracts

1.7.9.3 Search Driven by Serial Numbers

Use As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion Serial Number to search for the following business objects: Objects Installed bases Service orders Service confirmations Service contracts Complaints Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search for the business objects mentioned above. To enable other object attributes in the search: 1. 2. Append the attribute to the object attribute search structure CRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance. Maintain the attribute included in this structure in the object search mapping table CRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction View Cluster Maintenance.

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3. 4.

Assign the attribute to the respective design layer attribute within the respective context node in the search view for the object. Use transaction BSP WD Component Workbench. Enable the object search attribute on the respective search view configuration. Use transaction BSP WD Component Workbench.

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above. Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product.

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

1.7.10 CRM-BTX-BRQ

Billing Request

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above. Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product.

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

1.7.11 CRM-BTX-WCL

Warranty Claim

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above. Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product.

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

1.7.12 CRM-BTX-COM

Complaints / Returns / In-House Repair

1.7.12.1 Search Driven by Serial Numbers

Use As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion Serial Number to search for the following business objects: Objects Installed bases Service orders Service confirmations Service contracts Complaints Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search for the business objects mentioned above. To enable other object attributes in the search: 1. 2. Append the attribute to the object attribute search structure CRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance. Maintain the attribute included in this structure in the object search mapping table CRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction View Cluster Maintenance. Assign the attribute to the respective design layer attribute within the respective context node in the search view for the object. Use transaction BSP WD Component Workbench. Enable the object search attribute on the respective search view configuration. Use transaction BSP WD Component Workbench.

3. 4.

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above. Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product. Note Inheritance of categorization is only possible when the item/ follow-up transaction and the header/preceding transaction have the same categorization settings set as the default in Customizing.

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1.7.13 CRM-BTX-CTR

Contracts

1.7.13.1 Advanced Contract Management - Mass Change Processes (New)

Use As of SAP CRM 7.0, you can run mass change processes. Mass change processes are only possible for change processes that were defined at header level. This way, for example, you can change the sold-to party for multiple service contracts at the same time. The change process does not change the selected contracts; instead, it creates new ones. The following mass change processes are defined in the standard system: Change of Sold-To Party Contract Renewal - Entire Contract

It is not possible to undo or reverse the execution of a change process. Following execution, you see the result of the mass change process: contracts for which the change was successful and contracts for which the mass change process could not be used.

Effects on System Administration You can use transaction Delete Mass Change Processes (transaction CRM_MASS_CP_DEL), which you can find on the SAP Easy Access screen under Service, to delete the log files of previously executed mass change processes that are no longer needed, effectively freeing up memory space in the database. Effects on Customizing To use the mass change processes, in addition to maintaining the Customizing for service contract change process, you must maintain the following settings in Customizing for SAP Customer Relationship Management: Check that the mass change indicator is set in Customizing forAssign Change Process IDs to Transaction Category. Check whether the number range interval 01 is available in Customizing activity Define Number Ranges for Mass Change Processes. Define Settings for Mass Change Processes.

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1.7.13.2 CRM-BTX-CTR-SCO

Service Contract

1.7.13.2.1 Advanced Contract Management - Controlling Integration (Enhanced)

Use Previously, actual costs from complaints and returns that are direct or indirect follow-up transactions to a service contract were transferred to one of the ERP internal orders assigned to the service contract and posted. This only worked if no invoices existed in the chain of follow-up transactions. As of SAP CRM 7.0, actual costs from complaints and returns are also accounted for if an invoice exists in the chain of follow-up transactions between a service contract and the complaint or return.

1.7.13.2.2 Advanced Contract Management - Product List and Object List (Enhanced)
Use As of SAP CRM 7.0, the following new functions are available for contract items: In the Object List, there is a new button called Proposal for Product List. When you choose this button, the system displays a dialog box that contains the services, service parts, and service parts that are assigned to bills of materials (BOM) for the row in the object list you selected. You can transfer these entries into the Product List. In the Product List, there is a new button called Price Agreements. When you choose this button, you can simultaneously define price agreements, such as a discount of 100%, for all rows that you selected in the product list at the same time.

See also

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

1.7.13.2.3 Advanced Contract Management - Service Agreements (Enhanced)

Use Up to now, service agreements could be created for a single customers or groups defined by the partner type. As of SAP CRM 7.0, there is an additional grouping option available: grouping using the business partner hierarchy. You can use this option to create a grouping using a hierarchy node or hierarchy tree. The aim is to define assignments for a larger group of customers. If service orders are created for a customer who is part of the business partner hierarchy tree or node defined in the service agreement, the system determines the service agreement and assigns it to the service order. This way, for example, you could copy the price agreements from the service agreement right into the service order. In the product list, there is a new button, Create Price Agreement, that you can use to define price agreements for specific entries.

Effects on Customizing In Customizing, make the following settings for hierarchy determination: In Customizing activity Define Transaction Types, for transaction type service agreement (OAS in the standard system), in the Dialog Structure: Definition of transaction types in section Profiles, do the following: In field Authrzd Hier. Cat. (Hierarchy Category for Authorized Sold-To Parties), enter the partner hierarchy category that should be used in hierarchy determination. In field Partner Determ.Proc. (ID of a Partner Determination Procedure), select a procedure that is assigned to function category 0019 Auth. Partner: Sold-to Party by way of the partner function. This assignment looks like this in the standard system: In field Partner Determ.Proc. (ID of a Partner Determination Procedure), the value 00000107 - Outline Agreement Header is assigned to the transaction type for service agreement. The Function (Partner Function) 0121 Authorized Sold-To Party is assigned to this partner determination procedure in Customizing activityDefine Partner Determination Procedure in section Partner Functions in Procedure. The value 0019 Auth. Partner: Sold-to Party is assigned to this partner function as a Function category in Customizing activity Define Partner Functions.

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

To trigger a dialog box with the exploded business partner hierarchy node when you create a service order as a follow-up transaction from the service agreement, make the following settings in Customizing: In Customizing activity Define Transaction Types in the Dialog Structure: Definition of transaction types, for each transaction type for which service agreement determination should occur, check the value in section Profiles, field Partner Determ.Proc. (ID of a Partner Determination Procedure). In Customizing for the standard system, this value is 00000006 - SAP Service Header. In Customizing activity Define Partner Determination Procedure, for example for Partner Determination Procedure 00000006 - SAP Service Header, in section Partner Functions in Procedure for the Function (Partner Function) 00000001 Sold-To Party, in field Access sequence, select value 0122 - Preceding Document With Hierarchy Explosion Release-Authorized Sold-To Party.

1.7.13.2.4 Advanced Contract Management - Contract Renewal (New)

Use As of SAP CRM 7.0, there is a new process that you can use to automatically renew contracts that will expire soon. The process runs as follows: 1. 2. 3. Use the Mass Change Service Contracts search to find contracts that are about to expire, and select the desired contracts. The contracts selected in step one are extended by a certain amount of time using the mass-change process Contract Renewal - Entire Contract (CRNH). For customer confirmation, the system uses action Service Contract Quotation Action (SRV_CONT_QUOT_HEADER) to generate service contract quotations, which are sent to customers via e-mail as interactive forms (Adobe). Customers accept the service contract quotations by sending the confirmation of the quotation acceptance to the CRM system via e-mail. The action Accept Service Contract Quotation (SRV_CONT_QUOT_ACCEPT) creates new contracts with the items from the quotation that have status Released. The CRM system automatically updates the service contract quotation with the customer's confirmation and uses action Accept Service Contract Quotation

4. 5.

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

Effects on Customizing

In the standard system, you find Customizing for the e-mail form in Customizing activity Maintain Attribute Contexts for Mail Forms. The Attribute Context is SRV_CONT_QUOT_NOTIFY and the Structure is CRMS_SRV_CONT_QUOT_FIELDS. Create a mail form using the new attribute context. Create a PDF template using the Acrobat Designer. Generate Web services that transfer the quotation data into the PDF form and the quotation acceptance into the CRM system. In the standard system, in Customizing activity Define Status Profile for User Status, you will find a new status profile, Service Contract Quotation Hdr (SV_CT_QT). Assign this status profile to your transaction type for service contract quotations in Customizing activity Define Transaction Types. In the standard system, in Customizing activity Define Action Profiles and Actions, you will find a new action profile, Service Contract Quotation Action (SRV_CONT_QUOT_HEADER) with two Action Definitions: Service Contract Quotation Notify (SRV_CONT_QUOT_NOTIFY)

Accept Service Contract Quotation (SRV_CONT_QUOT_ACCEPT) Do the following: Assign this action profile to your transaction type for service contract quotations in Customizing activity Define Transaction Types. Edit the processing time and schedule conditions and start conditions of the actions, so that the actions can be carried out by the system at the desired time: Service Contract Quotation Notify: For example, the processing time when the transaction is saved; condition: system status Released Accept Service Contract Quotation: For example, processing time when the transaction is saved; condition: user status Accepted Add the parameters for the definition of Service Contract Quotation Notify (SRV_CONT_QUOT_NOTIFY). Meaning of parameters: - MAIL FORM - ID of the e-mail form - ADOBE_PDF_TEMPLATE - ID of the PDF template - QUOT_SENT_STATUS - User status that the quotation receives after sending - RECIPIENT_PDF - Partner function in which the e-mail address is determined - REPLY_EMAIL - Central e-mail address for customer replies

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1.7.13.2.5 Advanced Contract Management - Service Contract Template (New)

Use As of SAP CRM 7.0, you can create service contract templates, which serve as templates when you create single contracts or service contract quotations. The following methods are available for creating templates: Creating a new template from scratch Copying an existing contract or service contract quotation as a follow-up Copying an existing template from the result list

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

Use As of SAP CRM 7.0, there is a new date type in the service confirmation and service contract called Installed On (SRV_INST). It controls the following processes: Release of contract When a service contract is created, initially it has the status In process. For example, after the object is put into use at the customer site, at item level, you set the Installed On date and save the contract. This triggers the system to change the status of the contract item to Released and transfers the date from Installed On to Contract Start. When all the contract items have status released, the system also changes the status of the contract to Released. Automatic triggering of warranty start After a service employee installs a new object, he or she creates a service confirmation. In the service confirmation at item level, the service employee enters, among other things, the date with Date Type Installed On, and one or more reference objects that he or she marks as installed. After the service employee changes the status of the confirmation to Completed and saves the confirmation, the system creates a warranty for each reference object, provided that the following prerequisites are met:

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Installed On date is set Object is installed (corresponding value in field Installation/Dismantle in assignment block Reference Objects) There is no customer warranty for the reference object yet

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

Effects on Customizing In Customizing in the standard system, the new Date Type SRV_INST - Installed On is now in Customizing activity Define Date Types, Duration Types and Date Rules. In the standard system, in Customizing activity Define Date Profile, this date type is assigned to the following date profiles: SRV_HEADER01 - SAP Default Service Activity Header SRV_RM_ITEM 1- SAP Confirmation Service Item CONT002 - Date Profile for Service Contracts

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

Use As of SAP CRM 7.0, the service contract and the usage-based service contract were enhanced as follows: Enhancement of Service Contracts You can create quantity or value contract items and service contract items together within one service contract quotation or within one service contract. You can make changes to service contracts using change processes. For more information about change processes, see Contract Change Processes (Enhanced). You can also still make changes manually, as before. If you no longer want to allow manual changes, you can limit the ready-for-input status of certain fields by using Customizing. You create a service contract from a service contract quotation using the new button Accept instead of the button Create Follow-Up. The result is a consistent procedure for users to accept quotations, regardless of whether contract

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quotations were created from scratch or resulted from change processes. Another advantage is that cancellations can be executed using the change process Cancel COA. You can create a new object at header level for an item by using the new button Create Object, or by using field Reference Object ID . The system automatically enters the new object or an assigned object in the object list at item level in the top position. If you were to create another object for the same item or assign an existing object, the object in the topmost position in the object list would be overwritten. If you navigate to item level, you can assign other objects in the object list or create new objects using the new button Create Object. Enhancement of Usage-Based Service Contracts You can create service plan items as subitems of the usage-based service contract item. You create a usage-based service contract from a usage-based service contract quotation by using the new button Accept. A usage-based contract can still be generated as before from a quotation by using scheduled action UBB: Generate Certificate of Acceptance in Background. The new button results in a consistent procedure for users to accept quotations, regardless of whether there were initial contract quotations or contract quotations that resulted from change processes. You can create a new object at header level for an item by using the new button Create Object, or by using field Reference Object ID . The system automatically enters the new object or an assigned object in the object list at item level in the top position. If you were to create another object for the same item or assign an existing object, the object in the topmost position in the object list would be overwritten. You can still create the object as a subitem of a usage-based contract item, as before. We recommend no longer using this procedure, however. As of SAP CRM 7.0, a contract in which all items have status Released is activated automatically, which makes it available for follow-up processes. You can set up the system so that contracts whose items all have system status To Be Released (I1157) are released and activated with a background action. The previous separation of release and activation no longer exists.

Effects on Customizing You can use Customizing activities Define Change Level and Specify Whether Fields Are Ready for Input Dependent on Status to prevent entries in certain fields of a service contract, depending on a status. To be able to use system status To Be Released, in Customizing activity Define Status Profile for User Status, you must either create or change a corresponding Status Profile according to the following: Between the status with assignment INPR (Edit) in field Trans. (CRM: User Status Triggers Business Transaction) and the status with assignment RELE (Release) in field Trans. create a life cycle status called, for example, To Be Released and assignment FREL in field Trans.

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

1.7.13.2.8 Search Driven by Serial Numbers

Use As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion Serial Number to search for the following business objects: Objects Installed bases Service orders Service confirmations Service contracts Complaints Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search for the business objects mentioned above. To enable other object attributes in the search: 1. 2. Append the attribute to the object attribute search structure CRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance. Maintain the attribute included in this structure in the object search mapping table CRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction View Cluster Maintenance. Assign the attribute to the respective design layer attribute within the respective context node in the search view for the object. Use transaction BSP WD Component Workbench. Enable the object search attribute on the respective search view configuration. Use transaction BSP WD Component Workbench.

3. 4.

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1.7.13.2.9 CRM-BTX-CTR-SCO-CHP

Change Processes

1.7.13.2.9.1 Contract Change Processes (Enhanced)

Use As of SAP CRM 7.0, change processes are no longer offered only for usage-based service contracts, but for service contracts as well. The following existing change processes available for usage-based service contracts are also valid for service contracts: On item level: Contract Renewal - One Item Only Cancel last Change Process Cancel COA Change of Other Partners Stop Billing Resume Billing Change of Service Product Contract Termination

On header level: Contract Renewal - Entire Contract Change of Sold-To Party

Additionally, the following new change processes are available at item level: Change of Quantity/Value You can use this change process to change the quantity or the value of contract items. Change of SLA You can use this change process to change the service profile or response profile.

Change processes are defined either for header level or item level. All change processes that are executed at item level can be triggered at header level. The system then proposes all appropriate items. If a change process results in copying an item that has a service planning item as a subitem, the planning item is also copied.

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Effects on Customizing You find the standard Customizing under Customer Relationship Management -> Transactions -> Settings for Contracts Additional Settings for Service Contracts -> Change Processes. See also Advanced Contract Management - Mass Change Processes (New)

1.7.13.3 CRM-BTX-CTR-UCO

Usage-Based Service Contract

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

Use As of SAP CRM 7.0, the service contract and the usage-based service contract were enhanced as follows: Enhancement of Service Contracts You can create quantity or value contract items and service contract items together within one service contract quotation or within one service contract. You can make changes to service contracts using change processes. For more information about change processes, see Contract Change Processes (Enhanced). You can also still make changes manually, as before. If you no longer want to allow manual changes, you can limit the ready-for-input status of certain fields by using Customizing. You create a service contract from a service contract quotation using the new button Accept instead of the button Create Follow-Up. The result is a consistent procedure for users to accept quotations, regardless of whether contract quotations were created from scratch or resulted from change processes. Another advantage is that cancellations can be executed using the change process Cancel COA. You can create a new object at header level for an item by using the new button Create Object, or by using field Reference Object ID . The system automatically enters the new object or an assigned object in the object list at item level in the top position. If you were to create another object for the same item or assign an existing object, the object in the topmost position in the object list would be overwritten. If you navigate to item level, you can assign other objects in the object list or create new objects using the new button Create Object. Enhancement of Usage-Based Service Contracts You can create service plan items as subitems of the usage-based service contract item. You create a usage-based service contract from a usage-based service contract quotation by using the new button Accept. A usage-based contract can still be generated as before from a quotation by using scheduled action UBB: Generate Certificate of Acceptance in Background.

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The new button results in a consistent procedure for users to accept quotations, regardless of whether there were initial contract quotations or contract quotations that resulted from change processes. You can create a new object at header level for an item by using the new button Create Object, or by using field Reference Object ID . The system automatically enters the new object or an assigned object in the object list at item level in the top position. If you were to create another object for the same item or assign an existing object, the object in the topmost position in the object list would be overwritten. You can still create the object as a subitem of a usage-based contract item, as before. We recommend no longer using this procedure, however. As of SAP CRM 7.0, a contract in which all items have status Released is activated automatically, which makes it available for follow-up processes. You can set up the system so that contracts whose items all have system status To Be Released (I1157) are released and activated with a background action. The previous separation of release and activation no longer exists.

Effects on Customizing You can use Customizing activities Define Change Level and Specify Whether Fields Are Ready for Input Dependent on Status to prevent entries in certain fields of a service contract, depending on a status. To be able to use system status To Be Released, in Customizing activity Define Status Profile for User Status, you must either create or change a corresponding Status Profile according to the following: Between the status with assignment INPR (Edit) in field Trans. (CRM: User Status Triggers Business Transaction) and the status with assignment RELE (Release) in field Trans. create a life cycle status called, for example, To Be Released and assignment FREL in field Trans. Business transaction FREL is assigned to status I1157 - To Be Released; the action for automatic release and activation of the contract can react to this status. Then, double-click on your new life cycle status and on screen Change Status Profile: Transaction Control, create a row with value For Release: Set in field Business Transaction and choose Set and No influence.

1.7.14 CRM-BTX-COI 1.7.14.1 CRM-BTX-COI-SRV

Controlling Integration Controlling Integration Service

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1.7.14.1.1 Costs of Materials and Services (New)

Use As of SAP CRM 7.0 you can retrieve planned costs from SAP ERP for services, service parts, tools, and sales products that have been replicated from SAP ERP. This function is supported as of SAP enhancement package 4 for SAP ERP 6.0. You can display costs from SAP ERP in the following business transactions: Service order quotations Service orders Billing requests Sales order quotations Sales orders

You can also set up pricing in SAP CRM to calculate margins, based on the planned costs from SAP ERP. Cost elements from SAP ERP are shown in the Price Details assignment block, on header and item level of a business transaction. If you want to display costs and a margin in the Price Totals assignment block, you need to configure the UI component CRMCMP_PRC to include the relevant fields. If costs change in SAP ERP, you can trigger repricing from the edit view of the Price Details assignment block to show the new costs. No currency conversion takes place for costs. Costs are displayed in SAP CRM in the business transaction currency.

Effects on Customizing Mapping SAP ERP Pricing to SAP CRM Pricing You need to make the following settings in order to map SAP ERP pricing to SAP CRM pricing: 1. Create a condition function with the target field COST_AMOUNT You do this in Customizing for Customer Relationship Management under Transactions -> Settings for Contracts -> Additional Settings for Service Contracts -> Settings for Usage-Based Service Contracts -> Pricing -> Define Condition Functions. Download condition types (and optionally pricing procedures) from SAP ERP Condition types with the condition category Q (Costing) are downloaded. In SAP CRM, the data record source is automatically set to Q (CRM: Pricing), and the condition function that you have defined for costs (see previous step) is set. Create pricing procedures in SAP CRM if you did not download them from SAP ERP

2.

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You do this in Customizing for Customer Relationship Management under Basic Functions -> Pricing -> Define Settings for Pricing -> Create Pricing Procedure, on the Control Data screen. Assign the condition type that has been downloaded from SAP ERP and select the Statistical checkbox so that the planned costs are not included in the net value. If you want to display a margin, enter a line for this and define how the value is calculated (for example, as the difference between net value and costs). 4. Assign the pricing procedure to the relevant business transaction types in the business transaction category Sales. Determination of Relevant SAP ERP Material Prices In SAP ERP, costs are determined from prices that are defined for materials and services on plant level. You enable the system to determine the plant through your organizational data. SAP CRM determines the plant from the relevant organization as follows: In service transactions, from the assignment of service organizations to plants in Customizing for Customer Relationship Management under Master Data -> Organizational Management -> Cross-System Assignment of Organizational Units -> Assign Plant and Storage Location to Service Organizational Units. In sales transactions, through the business partner with the partner function Vendor in the transaction. The assignment of business partners to plants takes place in SAP ERP. When you replicate business partners to SAP CRM, this assignment is also transferred.

1.7.15 CRM-BTX-ESA

ESA Services for Business Transactions

1.7.15.1 Enterprise Services in CRM (New)

Use As of SAP CRM 7.0, new service operations are available in the following process components: Activity Management Business Partner Data Management Campaign Management Channel Partner Request Processing Customer Complaint Processing Customer Invoice Processing Customer Quote Processing Customer Rebate Processing Human Capital Master Data Management

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Identity Management Installed Base Data Processing Lead Processing Measurement Master Data Management Opportunity Processing Organisational Management Price Master Data Management Product Catalogue Authoring Product Configuration Management Product Data Maintenance Product Marketing Sales Contract Processing Sales Order Processing Service Confirmation Processing Service Contract Processing Service Order Processing Service Order Quotation Processing Territory Management

The XI content for the enterprise services is available in the namespaces http://sap.com/xi/CRM/Global2 and http://sap.com/xi/CRM/SE under SAP CRM ABAP 7.0.

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

1.7.16 CRM-BTX-GWI

Groupware Integration (Client)

1.7.16.1 Client-Based Groupware Integration (Enhanced)

Use

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As of release CRM 7.0, client-based groupware integration supports new toolbars in Microsoft Outlook to enhance the synchronization feature. With this release you can: Trigger groupware synchronization from windows desktop or programs menu Assign SAP CRM data such as account, contact, employee responsible, and reference document to appointments and tasks and transfer them directly to SAP CRM from within your groupware environment Access SAP CRM data within your groupware environment and view selected SAP CRM data using a hyperlink. You can configure and customize to restrict the data available to users Work offline in the groupware environment and display SAP CRM data. Integration with SAP CRM is only possible in an online mode

Effects on Existing Data On installing the plug-in on your desktop for Microsoft Outlook, a new button Relate to SAP CRM is available in your appointment, task, and contact toolbars. Effects on Data Transfer To enable you to control account and contact creation through groupware based on the logged-in user#s business role, you must add the following parameters in Customizing for Customer Relationship Management under CRM Middleware and Related Components -> Settings for Client-based Synchronization Parameter Field Value Purpose

BLOCK_CONT_NEW_<ROLE> X To block creation of new contacts. This will also block associated actions of creating an account as well as adding an address to an existing account BLOCK_ACNT_NEW_<ROLE> accounts X To block creation of new To block creation of a new

BLOCK_ACNT_ADDR_NEW_<ROLE> X address for an existing account

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

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1.7.17 CRM-BTX-KA

Knowledge Article

1.7.17.1 Knowledge Articles (New)

Use As of SAP CRM 7.0, you can use knowledge articles with sales, marketing, and service processes in the Interaction Center (IC) WebClient and CRM WebClient UI. Knowledge articles are an integral function of knowledge management, and are used to store and retrieve information. For example, a sales manager can include a product specification as a knowledge article that an IC agent can easily retrieve for assistance during a sales order. The knowledge articles base is the default knowledge base delivered in the standard system and allows you to do the following: Create your own knowledge articles either manually or from an existing template Add short text notes and attach documents to knowledge articles Attach the following to knowledge articles: Object Product Installed Base (IBase) Case Business Partner Category Campaign

Add knowledge articles to a transaction, for example, incident or problem Search for knowledge articles efficiently using a full-text search by, for example, keyword, status, or description

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

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

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You can define settings for knowledge articles in Customizing for Customer Relationship Management under Master Data -> Knowledge Articles. See also IT Service Desk (New) IT Service Management (New) Service Request Management (New)

1.7.18 CRM-BTX-SRQ

Service Request

1.7.18.1 IT Service Management (New)

Use As of SAP CRM 7.0 you can run IT service management (ITSM) processes that allow you to manage your IT infrastructure in accordance with IT Infrastructure Library (ITIL) best practices. The following processes are supported: Incident management Includes detecting, classifying, and resolving incidents in an organization. Incidents are events that are not part of the standard operation of a service and that interrupt or reduce the quality of that service. Problem management Investigates the underlying cause of incidents and minimizes the effect of defects in services, defects within the IT infrastructure, human errors, and external events. Change management Handles changes to the IT infrastructure or any aspect of services in a controlled manner, enabling approved changes with minimal disruption. Service level management Responsible for the definition and control of the services that the IT organization offers and performs for its customers. IT object management Accounts for the IT infrastructure items within the organization that are relevant for efficient incident, service request, problem and request for change processing.

Predefined Transaction Types The following transaction types are defined specifically for ITSM though they can be used as a basis for other service request-related transactions you may create. ITIN - Incident

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ITPR - Problem ITCH - Request for Change

Generic Functions for Incident, Problem, and Request for Change ITSM uses all of the new functions available in service request management and knowledge articles in addition to some specific functions listed below. Specific Functions for Incidents Incident processing can be integrated with SAP Solution Manager Service Desk, with SAP CRM configured as the central service desk for all incoming IT requests. If an incident is related to a SAP application-related issue, it can be transferred from the SAP CRM to the SAP Solution Manager service desk. Specific Functions for Problems You can link incidents to a problem, which becomes a master ticket, and therefore minimizes individual incident administration. When problems are updated, all of the locked incidents can be updated. Specific Functions for Requests for Change Approval procedures are integrated with requests for change. A standard SAP Workflow template is available to inform the appropriate persons or groups that their approval is required for the request for change. Roles The following new roles are available for ITSM: IT Service Desk Agent - IC_ITSDAGENT IT Service Professional - ITSERVICEPRO IT Service Requester - ITSERVREQU

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

See also Service Request Management (New) IT Service Desk (New)

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Approvals (New) Multilevel Categorization (Enhanced) IT Infrastructure Item Objects (New) Objects (Enhanced) Knowledge Articles (New) For a detailed description of the functions available for IT Service Management, see SAP Library for SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

1.7.18.2 Service Request Management (New)

Use As of SAP CRM 7.0, you can manage service request processes that reliably submit, dispatch, approve, monitor, and deliver requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios. Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for approval and service delivery. Service request processing can be monitored and detailed analyses can be performed, for example, to ensure customer satisfaction and evaluate the performance of your service organization. The following new functions are available: Expanded capabilities of multilevel categorization to quickly and accurately categorize your service requests and, for example, to automatically determine service products based on the selected categorization. Ability to classify transactions based on their urgency and impact to determine their recommended priority, which allows for accurate processing in accordance with agreed-upon delivery times Automatic calculation of the time spent on each stage of service request processing Automatic determination of service level agreements (SLAs) to transactions based on determination procedures Predefined templates to facilitate the entry of commonly reported requests Ability to assign several transactions to another transaction which becomes a master ticket, so that the service team can handle the master ticket and not have to administer each individual transaction System proposal of related transactions to quickly determine relationships between transactions Integration with knowledge articles that provide accurate solution descriptions to solve issues effectively

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Integrated approval procedures, especially for requests for change, to enable controlled processing of all required approval steps Integrated escalation that uses e-mailing and SAP Workflow options to ensure that all involved parties get the required information about the transaction status in time Customizable processing log that presents changes made to a transaction in a structured manner Integration to SAP NetWeaver Business Intelligence to provide detailed content for extensive analyses Optional integration into standard SAP processes such as billing and controlling

Effects on Customizing There is a new node for the Customizing activities related to service requests under Customer Relationship Management ->Transactions -> Settings for Service Requests. There is a new node for the Customizing activities related to approvals under Customer Relationship Management -> Transactions -> Basic Settings -> Approval Settings. There are two new Customizing activities related to multilevel categorization under Customer Relationship Management -> CRM Cross-Application Components -> Multilevel Categorization: Assign Transaction Types to Catalog Categories Assign Item Categories to Catalog Categories

There is a predefined transaction type named Service Request (SRVR) provided in the standard delivery. You can use this as a base to customize your service request-related transactions. See also IT Service Management (New) IT Service Desk (New) Approvals (New) Multilevel Categorization (Enhanced) IT Infrastructure Item Objects (New) Objects (Enhanced) Knowledge Articles (New)

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

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1.8 CRM-CM

Case Management

1.8.1 Investigative Case Management (New)

Use As of SAP CRM 7.0, investigative case management (ICM) supports intelligence and law enforcement agencies during their security-related investigative activities. These activities include the following: Processing incidents into leads and coordinating investigative tasks Initializing, prioritizing and categorizing of cases on the basis of incoming calls or leads that are entered in the system Managing electronic records and files Managing activities and resources Evaluating the reliability of collected data and the sources that have provided it

Using the functions available, you can do the following: Create Incidents, Leads and Cases Incidents enable you to record events for auditing purposes, for example, information received by an anonymous phone call. Leads contain the initial data related to an incident. If the investigation of a lead establishes that a crime has occurred, a case can be created. Coordinate Activities Worklists structure and coordinate activities (for example, the interrogation of a witness or a surveillance detail) that are assigned to individuals or teams. Create Objects You can create objects to record the physical attributes of non stationary items (for example, a car, boat, or weapon) that are relevant to investigative activities. Create Locations You can create locations to record the details of places that are relevant to investigative activities. For example, a crime scene at the corner of King street and Duke avenue or the bench by the Nelson statue in Hide Park. Create Relationships You can create relationships between entities to create associations that are relevant to investigative activities. For example, a stolen car that is involved in a bank robbery has a relationship to two separate

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cases: the theft of the car and the bank robbery. Identify and Manage Persons and Organizations Involved in an Investigation Members of the law enforcement agency performing the investigation: User and role-based authorizations can be assigned to restrict the viewing and editing of entities.

Individuals, groups, or organizations, for example, victims, witnesses or suspects: Build profiles, including physical description, other names used, addresses and possible whereabouts, identification credentials, relationships with other individuals and criminal organizations, and previous convictions. Expunge data or relationships to other entities.

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

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

1.9 CRM-ISA
1.9.1 CRM-ISA-BAS

Internet Sales
Shopping Basket and Order Entry

1.9.1.1 Creating ERP Sales Orders Through CRM Web Channel (New)
Use As of SAP CRM 7.0, you can customize Web Channel to create either a CRM or an ERP sales order. In this new ERP sales order scenario, the Web shop, product catalog, and marketing capabilities of CRM are enabled and used to create the ERP sales order. When the Web shop user adds items from the CRM product catalog, there is no creation or replication of the order in CRM. Pricing is retrieved from the ERP system and the order is created directly in ERP. This function is available for the B2B scenario. Contract creation through the Web shop is not supported.

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

See also For more Release Note information about Web Channel, see Entering ERP Transactions in CRM. You configure the Extended Configuration Management (XCM) for Web Channel in SAP Solution Manager at Basic Settings for CRM Web Channel -> General Settings for CRM Web Channel -> Configuring Web Application.

1.10 CRM-RPL Resources

1.10.1 CRM-RPL-SRV

Resource Planning for Personnel

Service Resource Planning

1.10.1.1 Changes to Customizing Structure for Workforce Deployment

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Workforce Deployment -> General Settings for Service Resource Planning has changed as follows: The section Assignments has been added. The activity Schedule Items Automatically has been moved from section Scheduling Engine to section Assignments. The activity Integrate External GIS has been added.

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1.10.1.2 Service Resource Planning (Enhanced)

Use As of SAP CRM 7.0, the following features in service resource planning for service order-based scheduling have been enhanced or added. Assignments Automatically resolve assignment conflicts Assignment conflicts caused by changes in time allocations can now be automatically resolved with the function Resolve Assignment Conflicts. When clicking the corresponding button, the system deletes assignments and reassigns service demands as necessary. Separate assignment list and time allocation list You can now display an assignment list and a time allocation list per employee on a separate page in the SAP CRM WebClient UI. You have the following options: Display assignment list per employee Change assignment status Navigate from assignments to the corresponding service order, and create a follow-up service confirmation from there Display time allocation list per employee Maintain time allocations

Mass change of assignment statuses Assignment statuses can now be automatically set using a combination of a program and Customizing entries. Automatic sending of e-mails to resources You can now automatically trigger the sending of assignment information e-mails to the corresponding resources via SAPconnect. The sending of e-mails is triggered by the assignment status defined by you in Customizing. The sending of e-mails is triggered regardless of whether the status has been set manually or automatically. You can attach SAP Interactive Forms by Adobe or Microsoft Word files to the e-mails. You could, for example, enable the resources to confirm services using an SAP Interactive Form by Adobe. This function is available for internal and external resources. This new e-mail function is independent of the existing groupware integration triggered by setting the flag Groupware Relevance under General Data in the service arrangement. It is also independent of the existing option of manually sending an e-mail to an employee via Notify Resource in the Action column of the assignment list. Color code in Gantt chart You can now define colors for use in the Gantt chart, and use these colors to illustrate the various assignment statuses, such as Informed or At Customer Site. For each assignment status, you can assign a color for past, present, and future assignments.

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

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arrive at their premises to perform the required service. Appointment scheduling is performed at item level. As soon as you have arranged the appointment with a customer, the system reserves the period in the scheduling engine, in accordance with the duration planned in the service process item. In addition to the existing appointment scheduling function in E-Service and in the Interaction Center (IC) WebClient, appointment scheduling is now also available for back office processing in the CRM Server. This is relevant for the service order and in-house repair order, for example. Service Demands You can now display the assignments for a specific demand in the resource planning application. A selected demand is now automatically deselected as soon as an assignment has been made and the demand staffing level is on Staffed or Overstaffed.

Time Allocations The assignment block Time Allocations has been added to the service resource planning application. Integration of Geographical Information System (GIS) You can now use a third-party GIS solution with service resource planning in SAP CRM. GIS solutions can add the following important services: Geocoding Street-level routing Travel time calculation Graphical map display

Effects on Customizing In order to use the new and enhanced functions in SAP CRM service resource planning, you have to make the following settings in Customizing for Customer Relationship Management: To use the function for automatically changing assignment statuses, you have to make the settings in Customizing activity Define Assignment Status Change. Moreover, you have to use program Assignment Status Change. You can access the program in the Customizing activity Change Assignment Status. You define the automatic sending of e-mails to resources in Customizing activity Define E-Mail Settings. You configure the color coding for the Gantt chart in Customizing activity Define Status Colors for Gantt Chart. In order to use appointment scheduling, you have to make the settings in the existing Customizing activity Manage Parameters for Appointment Scheduling.

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

1.11 CRM-MKT

Marketing

1.11.1 Changes to Customizing Structure for Marketing

Use In SAP CRM 7.0 the Customizing structure under Marketing has changed as follows: The section Loyalty Management in BBPCRM is new. In the section Product Proposals, the subsection IC Settings with the activities Configure Display Characteristics in Agent Profile and Assign Product Proposal has been removed. The settings made in this section were relevant only for the Interaction Center WinClient, which is no longer supported.

1.11.2 Enhanced High-Volume Capabilities for Marketing (New)

Use As of SAP CRM 7.0, you can use enhanced high-volume capabilities in the areas of external list management, segmentation, and campaign execution. Typical uses for these capabilities are promotional campaigns, newsletters, and product announcements. External List Management Marketing prospect is a new object created in SAP CRM by uploading an external list. It is a new category of mapping formats added to support the upload of high volumes of address data in an efficient manner. In the mapping formats application, you can group and display fields related to a marketing prospect using marketing attributes or address data as filter criteria. You can also create target groups from these marketing prospects. To avoid timeout, which is a common occurrence while uploading high volumes of data from a local PC, the file upload function of external lists has now been enhanced with the option of uploading address files from the SAP CRM Application Server (Click Select Server File). It is recommended to upload large

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files from the server even though it can still be done from a local PC (Click Select Client File). Segmentation Completely Revised Graphical Modeling The graphical modeling of segments has been completely revised and better adjusted to meet the special requirements of segmenting high volumes of business partners. The graphical modeling is now performed step-by-step using a hierarchical structure. New icons give a better overview of which actions have been performed in the modeling. The AND/OR filter selection now has a distinctly more intuitive layout, and the rejoining or removal of target groups, as well as the formation of intersections, is easier to follow in the segmentation model. You can now define target groups without generating them. It is possible to define target groups in the segmentation model, but to generate the target group at a later point in time, or even at regular intervals. Via the generation of a segmentation model, multiple target groups within the segmentation model can be generated at the same time. Note that the previous method of graphical modeling is still available for smaller data volumes, as well as for business partners with relationships, for object segmentation, and product segmentation. Changed Terminology In connection with the new graphical modeling interface, the terminology within segmentation was also changed. Segmentation now takes place using segmentation models and segments, which correspond approximately to the former terms profile sets and profiles. Dynamic Segmentation Basis The segmentation basis is no longer a static list of business partners, but simply a combination of filters you can model and save it just like a segment. New Data Source "File Import" As part of the improved integration of segmentation with the TREX server, you can now define a CSV file as a data source for segmentation. This significantly improves the use of high volumes of data from SAP NetWeaver Business Intelligence as a basis for segmentation. Campaign Execution You can execute campaigns with high volumes of business partners or marketing prospects. For mail forms, we deliver two new attribute contexts: Internet Mail (High Volume) and File Export (High Volume). In addition, we provide a new function to preview the personalized mail before sending it. For campaigns, we deliver two new communication channels: High Volume E-Mail and High Volume File Export. With these communication channels, you can export data to third-party mail servers and tools as CSV files, or to specialist letter shops or similar as CSV or XML files. During campaign execution, you can benefit from parallel processing of target groups. We deliver a new execution monitor to give you details on the status of the processing. Additionally, you can get an overview in your high-volume campaign of the number of contacts you have made with business partners or marketing prospects. Typical uses for these capabilities are promotional campaigns, newsletters, product announcements, and

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

Effects on Customizing External List Management To use the enhanced high-volume capabilities in external list management, you make Customizing settings in Customer Relationship Management under Marketing -> External List Management. Segmentation To use the enhanced high-volume capabilities in segmentation, you make settings in the following Customizing activities: Define Delta Source Objects for High Volume Segmentation BAdI: Determine Bus. Partners for Delta Source Objects in High Volume Segmentation Campaign Execution To use the enhanced high-volume capabilities in campaign execution, you make settings in the following Customizing activities: Define Types/Objectives/Tactics Define Communication Medium Make Settings for Parallel Campaign Execution Define File Export Variants BAdI: Define Outbounds for High-Volume Campaign Execution

1.11.3 CRM-MKT-MPL

Marketing Planner

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

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Use As of SAP CRM 7.0 SP01, you can use two enhanced Business Add-Ins (BAdIs) when working with trade promotions: BAdI: Marketing Project Fund Determination BAdI: Additional Marketing and Assignment Checking and Controlling Options BAdI: Marketing Project Fund Determination (CRM_MKTPL_MKTPROJ_ENHANCEMENT) In previous releases, you could only use this BAdI to filter the list of funds provided by and used by fund determination. An additional method has been added and the original method has been enhanced to allow you to do the following: Filter the list of funds provided by fund determination Override the list of funds provided by fund determination based on user-defined values

See the BAdI documentation for more details. BAdI: Additional Marketing and Assignment Checking and Controlling Options (CRM_MKTPL_OL_ASG) The functions performed by this BAdI were performed by standard system functionality and have now been transferred to the BAdI implementations so that you can deactivate them if you want to bypass the checks. If you deactivate the BAdI implementations, then you can add off-invoice trade spends that have start dates in the past. For trade spends of type rebate (fixed and variable), this has always been possible. You can use the following two new BAdI implementations to perform checks on products and trade spends in trade promotions: CRM_MKTPL_OL_ASG_TPM_EFFDATES CRM_MKTPL_OL_ASG_TPM_TRDSPEND

These implementations are activated by default. With the standard implementations of the BAdIs, an error is raised if you do the following: Add a new off-invoice trade spend whose start date is in the past to a promotion that started in the past. For example, Promotion A was released on March 1, 2008 and runs from May 1, 2008 to May 31, 2008. One trade spend is assigned to this promotion and the trade spend dates are from May 1, 2008 to May 31, 2008. On May 15, 2008, the promotion is edited, and a second trade spend is added. With the standard implementation of the BAdIs, this is allowed as long as the start date of the second trade spend is later than May 15, 2008. However, if its start date is set to May 1, 2008, then an error is raised. Add a new product to the trade promotion and set its effective start date in the past when an off-invoice trade spend that starts in the past is already assigned to the trade promotion.##If the trade spend does not have dates, the buying dates are used to perform the check instead. If the buying dates are not defined, then the planning dates are used. Change the start date of an existing off-invoice trade spend to a date in the past

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

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

Effects on Customizing BAdI: Marketing Project Fund Determination has been added to Customizing for Customer Relationship Management under Trade Promotion Management -> Trade Promotions -> Funds Integration -> Business Add-Ins. You can access the new implementations for BAdI: Additional Marketing and Assignment Checking and Controlling Options in Customizing for Customer Relationship Management under Marketing -> Marketing Planning and Campaign Management -> Additional Fields and Business Add-Ins (BAdIs) for Marketing Planning.

1.11.3.2 CRM-MKT-MPL-ST

Basic Functions Partner Processing

1.11.3.2.1 CRM-MKT-MPL-ST-PAR

1.11.3.2.1.1 Partner Processing in Marketing in CRM 7.0 (changed)

Use The partner processing activity under Customer Relationship Management -> Marketing -> Marketing Planning and Campaign Management -> Partner Processing has been removed. You now make this assignment by going to the activity Define Types/Objectives/Tactics, double-clicking on the relevant type and selecting Partner Determ. Proc.. Previously in this activity, campaigns and trade promotions were assigned a certain project type and they could have a partner determination procedure for each type. Note, however, that with the new checkbox, you can only select one partner determination procedure that is directly assigned to the project type. Also, you must now assign a category to each type. Previously you were able to leave the category field empty and the type could be used for different marketing projects. However, now the category must be specified. Customers from previous releases can still call up the old activity to assign partner determination procedures directly via the transaction SM34. In this transaction, enter view cluster VC_CRM_MKTPL_PD.

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

1.11.4 CRM-MKT-PRP

Product Proposals

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

Use For release CRM 7.0, the product proposals function was enhanced, and the interface design in the CRM WebClient UI was improved. In addition, as of CRM 7.0, you can use product proposals in ERP sales transactions (ERP quotations and ERP sales orders) in the CRM WebClient UI, including the Interaction Center (IC), as well as in Web Channel.

The enhancement comprises the following functions: Item Proposals (New) Item proposals are displayed in the Items assignment block on the Editable Overview Page. They appear at the end of the item list as "template items", that is, without item numbers. The user can transfer the template items as order items, by entering an order quantity. Only then can the system perform pricing and an availability check for the items. The following types of item proposals exist: Item proposals from past orders This function was previously available in the Product Proposals assignment block. Here, the system can propose purchase order quantities in addition to the products. Item proposals from listings and exclusions If a listing is determined for the customer, the system proposes the products from it. If there is also an exclusion for certain products, these products are not displayed in the proposal list. This prevents items from being proposed that will later be rejected by the exclusion check.

Item proposals are available in the CRM WebClient UI (including IC). In Web Channel, item proposals cannot be displayed.

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Product Proposals (Enhanced) Product proposals are displayed in their own assignment block, Product Proposals. The user can select individual products, and transfer them to the item list. This applies to the following types of product proposals: Accessories Cross-Selling Up-/Downselling Top N product list Marketing Projects (Campaigns and Trade Promotions)

This function previously existed for CRM sales transactions; as of CRM 7.0, it is also available for ERP sales transactions (quotations and orders). UI Redesign To display product proposals in the transaction, there is an automatic mode and a manual mode available. In the automatic mode, the product proposals are dynamically adjusted, according to the current items. In manual mode, the user can trigger the update, if this seems to make more sense for performance reasons. Pricing You can display prices for the proposed products with the following methods: CRM price list (calculated using IPC) CRM Pricing in IPC (not for ERP transactions)

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

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

Note the following restrictions for product proposals from marketing projects: Product proposals based on marketing projects are not available in Web Channel. In ERP sales transactions, the assignment to a marketing project at item level is not saved.

Effects on Existing Data For CRM 7.0, the item proposals from past orders are no longer displayed in the Product Proposals assignment block, but directly in the Items assignment block. Transaction History removed from UI The Transaction History table, which displays the previous transactions from the customer for a certain product, is no longer available in CRM 7.0.

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If you wish, you can display the Transaction History in SAP CRM WebClient UI, if you activate the old interface design. To do so, you must set the user parameter CRM_PP_LAYOUT_OLD. You can then configure default columns in Access BSP WD Workbench in UI Component CRM_PRODPROP , view ProdPropListView with subtype LAST_ORDERS, or each user can personalize how many columns to display. The associated Customizing views for the maintenance of Display Profiles for the transaction history were removed from the Customizing structure for CRM. If you still want to use an existing display profile, and want to change it, you can access and edit it using the following views: Assign Display Attributes - CRMV_PP_HST_1O (via SM30) Define Display Profile - CRMV_PP_DP_1O_A (via SM34)

Effects on Data Transfer For item proposals from listings, you can download listings from ERP to CRM. You can also load CRM listings to the ERP system. You cannot transfer ERP product proposals to the CRM system. If you want to use CRM product proposals for ERP sales transactions, you should not set up dynamic product proposals in ERP.

Effects on Customizing The Customizing for item proposals and product proposals was adapted to the changed UI, and simplified. There is now a simplified maintenance view available for the definition of method schemas. CRM -> Transactions -> Settings for Sales Transactions -> Product Proposals in Quotations and Orders -> Method Schemas for Product Proposals -> Define Method Schema (Basic) You can also use the previous maintenance of method schemas. The previous maintenance view is now called Define Method Schema (Expert). If you use your own function modules for product proposals, you can edit the method schema using the expert mode only. For more information on Customizing changes, see the "Product Proposals" section in the Release Note Customizing Changes for Business Transactions. New Standard Customizing SAP delivers the following new function module for item proposals from listings: CRM_SALES_PP_PROD_LISTING_READ The new method schema 000019 contains all types of item proposals and product proposals available as of this release that can be used for CRM transactions or ERP transactions. For the display of previous orders for item proposals, the simple display profile PROF_SIMPLE (with only one Profile Attribute) is used in the standard system.

See also ERP Sales Transactions in CRM

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1.12 CRM-IC

Interaction Center WebClient

1.12.1 Communication Management Software Integration (Enhanced)

Use As of SAP CRM 7.0, you can integrate functions of a communication management software (CMS), such as SAP Business Communications Management, into SAP CRM business roles. This allows you to establish communication-enabled business processes, which in turn allows your company to achieve the following: Simplified interactions with your customers Faster response times Improved ability to locate people with the right skills A business context to communication processes Better enabled end-to-end processes involving employees, customers, suppliers, and partners

If you enable a business role for communication integration, a user who is assigned to this business role can do the following: Manually log on to and off of the CMS In addition to the automatic logon of users to the CMS, you can now define whether users can manually log on to the CMS. Furthermore, users can now manually log off of the CMS. Use a dynamic toolbar Depending on the status of the user's interaction with the contact and the connection to the CMS, you can specify that different sets of buttons are available for controlling the communication. Trigger and receive phone calls View the telephone numbers of business partners as hyperlinks and directly trigger calls to business partners You can define whether the telephones number of business partners are displayed as communication hyperlinks. When the user clicks a hyperlink, the dial pad opens. The telephone number is prefilled and the user can call it directly. Send and receive contact attached data to and from the CMS In SAP CRM, when phone calls are received from the CMS, contact attached data can be received together with the communication event. Contact attached data can be used to retrieve the business partner information for the caller. It can also be used, for example, when a call is transferred, to send and receive the context of the current business process. Use the soft phone of the CMS This allows the user to access various soft-phone-specific features, such as audio and microphone volume controls. View the presence status of users in assignment blocks related to business partners The presence status is retrieved from the CMS. Depending on the presence status of a user, different options for collaboration with this user are available. For example, if the user is available, a call to the cell phone of the user can be triggered.

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

1.12.2 Accounting Interaction Center (New)

Use As of SAP CRM 7.0, basic support is offered to implement an accounting interaction center (AIC). You can use an AIC to enable financial shared services and handle accounting-related interactions with customers. You can, for example, access open vendor invoices or the accounting segments of customer master data, or create an asset master record. To facilitate this, basic enablement is also offered to connect multiple back-end systems or clients to one CRM system and one interaction center (IC). IC agents can therefore use one IC instance while still connecting to multiple back-end systems that may be required to interact with various accounts set up across system landscapes. IC agents can do the following: Search for employees and vendors as well as customers Search for customers and vendors by ERP reference documents, such as invoice Search for accounts by company codes Use launch transactions to display or maintain accounting-related information in the back-end system

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

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

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1.12.3 Briefcase (New)

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

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

1.12.4 Business Transactions in the Interaction Center (Enhanced)

Use As of SAP CRM 7.0, the following standard CRM WebClient business transactions have been integrated into the interaction center (IC): CRM sales order ERP sales order ERP quotation ERP sales contract Service order Complaint Lead Case Opportunity Service request/Incident Problem Request for change

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

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replace some of the IC-specific business transactions that existed in previous releases. The CRM WebClient business transactions are displayed in the IC with a tiled layout so that they are in line with the overall IC user experience. If you prefer to continue using the IC-specific business transactions, you can customize the IC to include them instead. The following CRM WebClient business transactions have also been enabled for integration into the IC, but are not integrated into the standard IC business roles by default: Quotation Sales contract Service quotation Service contract Service contract quotation Activity (appointment, task)

You can integrate these transactions into the IC with a tiled layout using the navigation bar Customizing and the UI configuration tool. Due to these changes, some additional CRM features are now available in the IC. In the ERP sales order, the following features are now available: Product configuration Bill of material (BoM) explosion Extended product proposals Copy control and follow-up documents Web Channel product catalog integration

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

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

1.12.5 Employee Interaction Center (Enhanced)

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

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

See also Account Identification (Enhanced)

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

Use As of SAP CRM 7.0, the e-mail, fax, and letter functions in the interaction center (IC) have been enhanced. You can now do the following: Open more than one e-mail, fax, or letter at a time Navigate between e-mails, faxes, and letters using the Back and Forward buttons Link inbound and outbound e-mails, faxes, and letters to a reference transaction Select a reference transaction when adding a solution to the cart in the knowledge search

1.12.7 Heartbeat Profile (New)

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

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Effects on Customizing You set up a heartbeat profile using the Customizing activity Define Heartbeat Profile. You assign the heartbeat profile to a business role using the Customizing activity Define Business Role.

1.12.8 IT Service Desk (New)

Use As of SAP CRM 7.0, a new business role for IT service desk will be delivered. The IT service desk serves as the single point of contact for customers who have IT-related requests. Incident, problem, and change management, which are compliant with IT Infrastructure Library (ITIL) best practices, are fully supported. You can also access defined IT services, service levels, and IT item information. When integrating with the SAP Solution Manager Service Desk, you can use a predefined user interface. For this scenario, the SAP CRM IT Service Desk is the main entry point for all IT-related requests, and requests related to SAP application management can be transferred from here to the SAP Solution Manager Service Desk. The following IT service-related business transactions are available in the IT service desk role: Incident Problem Request for change

For more information, see IT Service Management (New). Additionally, several enhancements, such as the ability to confirm multiple business partners, have been made to account identification in the interaction center (IC) to improve the efficiency of the IT service desk. For more information, see Account Identification (Enhanced).

1.12.9 Rule Policies (Enhanced)

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

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Trigger an outbound e-mail You can use the Send Out-Going E-Mail Using Mail Form action to send an outbound e-mail when rule conditions are met. The action parameters you provide are the subject, sender ID, and reply-to ID. You must also select a mail form template. Trigger a launch transaction You can use the Launch Transaction action to call a launch transaction from the Transaction Launcher when rule conditions are met. For example, you could call an HTML page or SAP ERP transaction. The action parameter you provide is an ID for an existing launch transaction. Navigate from an alert to the relevant object When raising an alert, such as a warning that a service contract is ending, you can enable the user to navigate directly from the alert to the relevant object. To do so, you write actions that pass the object to the method that triggers the alert. Search for rule policies more easily using new search criteria The IDI context allows you to assign business roles and IC events to a rule policy. The rule policy search criteria list has therefore been expanded to include business role and IC event. Search help is available for both new search criteria types.

1.12.10 Shared Service Center (Enhanced)

Use As of SAP CRM 7.0, the interaction center (IC) shared service center scenario has been enhanced. A shared service center allows you to use an IC to efficiently approach interactive and reactive business processes in order to reduce costs and increase quality. SAP allows customers to integrate tasks from areas such as procurement, sales, IT service management, accounting, or human resources into flexible and automated end-to-end processes. These processes, however, may require some human interaction. The SAP CRM IC, with its strong system landscape and communication integration capabilities, allows you to effectively mediate these contacts. To create a shared service center, the IC service processes are integrated with the particular SAP process requiring a shared service. The following shared service center scenarios are available for the IC: Accounting Interaction Center (New) Employee Interaction Center (Enhanced)

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IT Service Desk (New)

1.12.11 Changes to Customizing Structure for Interaction Center WebClient

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Interaction Center WebClient has changed as follows: Under Master Data, the following activities are new: Define Account Identification Profiles for Multiple Business Partners Define Briefcase Define Installed Base Profiles Define Interaction History Profile

Under Basic Functions, the activity Define Context Area Profile is new. Under Basic Functions -> Communication Channels, the following is new: The activity Define Knowledge Base Implementation The activity Define Heartbeat Profile The section Business Process Push

Under Basic Functions, the section Multiple Back-End is new. The section Client Switch has moved from Basic Functions to Basic Functions -> Multiple Back-End.

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1.12.12 CRM-IC-SEA

Account Identification

1.12.12.1 Account Identification (Enhanced)

Use As of SAP CRM 7.0, account identification in the interaction center (IC) has been enhanced. IC agents can now do the following: Create new business partners and related partners Create a relationship between an existing related partner and an account Define the partner category (person or organization) when creating a related partner or account Define the role of a related partner Confirm multiple business partners during account identification (in B2B, B2C, and employee scenarios) View all confirmed partners in a new table on the Account Identification page Change the partner function of confirmed business partners and transfer them to business transactions Confirm the account directly from the search result list with one click Search by a specific relationship type or all relationship types defined in Customizing when searching for business partners in a B2B scenario Display the details of a business partner from within the search result list Search by a specific role or all roles defined in Customizing View relationship types in the search result list View an easy-to-read overview of relevant information in the briefcase For more information, see Briefcase (New).

You can now do the following: Customize searches in account identification You can customize search views that are displayed as tabs on the Account Identification page. For each search, you can define the title of the tab and the type of search (for example, business partner or object component). Define a list of partner functions that can be used to confirm business partners Determine the sequence in which these partner functions are displayed Map the partner functions of confirmed business partners to the existing partner functions in business transactions and the interaction record Define the sequence of the relationship types that appear in the search criteria

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

1.12.13 CRM-IC-INB

Installed Base

1.12.13.1 Installed Base (Enhanced)

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

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

1.12.14 CRM-IC-INR

Interaction Record

1.12.14.1 Lean Interaction Record (New)

Use As of SAP CRM 7.0 you can increase system performance at high volume call centers by using the lean interaction record. The lean interaction record is a version of the interaction record with the following features: New transaction type The lean interaction record transaction type is 0100, and comes with the standard delivery. You assign the transaction type to a business transaction profile using the Customizing activity Define Business Transaction Profiles. You can modify the transaction type using the Customizing activity Define Transaction Types.

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New partner determination procedure The lean interaction record uses the new partner determination procedure 162. This procedure improves performance speed by limiting the partner determination search to activity partners. You can modify the partner determination procedure using the Customizing activity Define Partner Determination Procedure. Removal of the organizational unit determination procedure Removal of the action profile

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

1.12.15 CRM-IC-IHI

Interaction History

1.12.15.1 Interaction History (Enhanced)

Use As of SAP CRM 7.0, the interaction history function in the interaction center (IC) has been enhanced. You can now define an interaction history profile that influences the appearance of the Last Interactions table on the Interaction Record page. In this profile, you can define the following: Period (number of days) for which past interactions are displayed (for example, interactions within the last 30 days) Maximum number of rows to be displayed Business partner types to be used when searching for past interactions (for example, confirmed account or confirmed account with contact person) Transaction types to be displayed

Effects on Customizing

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

1.12.16 CRM-IC-SLO

Sales Order

1.12.16.1 Using the CRM Product Catalog with the CRM WebClient UI Including the Interaction Center (Enhanced)
Use As of SAP CRM 7.0, you can use the CRM product catalog with the CRM WebClient UI including the Interaction Center. SAP CRM product catalog integration is intuitive, efficient, and user-friendly. Before, you could only use the product catalog with Web Channel. A sales representative or call center agent can view and navigate the CRM product catalog hierarchy and can select products from the product catalog similarly to a customer navigating the hierarchy of the Java based Web shop. You have two options to select products for transactions from the CRM product catalog: You may create a new CRM sales order, quotation, or service quotation first. You may also create an ERP sales order or quotation. You then select the desired product with the help of the CRM Web shop and the CRM product catalog. You are navigating the CRM product catalog in the CRM WebClient UI and you add products to the buffer. You can create a sales order or quotation within the product catalog and the products will automatically be transferred to the newly created transaction.

Effects on Customizing You must set up a product catalog Java Web application running on a Java 2 Enterprise Edition (J2EE) server. If the product catalog Java Web application can be launched successfully stand alone, then you must integrate the product catalog Web application into the CRM WebClient UI. Maintain the J2EE Web application in Customizing for Define Protocol, Host Name, Port, and XCM Application Configuration under Customer Relationship Management --> Web Channel --> Basic Settings --> Activate Links from CRM WebClient UI to Web Channel Applications. You need to define the URL /catalog/cat/webClientEntry.do for the J2EE Web Application key RTCAP. The URL defined is used to launch the product catalog Java Web application in the CRM WebClient UI. In addition, you must assign the user to the business role IC_AGENT in the Interaction Center environment. Note that IC_AGENT is the shipped business role for the standard implementation. A new business role can be defined.

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1.12.17 CRM-IC-FCA

Financial Contract Accounting

1.12.17.1 Financial Customer Care and Dispute Management (Enhanced)

Use As of SAP Customer Relationship Management 7.0, the following processes are new or enhanced: Note: All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 Enhancement Package 4 at the lowest as the back-end system. For further information on release dependency, see SAP notes 1075410 and 746475. Installment Plan Correspondence creation is now also possible during change and deactivation of an installment plan

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

Worklist/Workitem Usage of work item by dunning by dunning procedure and correspondence dunning. Related documents # based on the document management integration. Correspondence creation using a guided activity. Flexible access to Worklist, My Work items and Work item Search. Configurable default views for work item display. Synchronization between work item and interaction record.

Dunning History Display of champion challenger information in the dunning history.

Promise to Pay

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Standard search View including search profile with customizing and eventin back-end. Collections Master Data Filtering

Account Balance - Open Item List Display of information regarding release to external collection agency and debt recovery score. Release to external collection agency. Write off items.

BI Content for FCC and Collections Event logging framework is enhanced by the BDC object work item. (The corresponding extraction of the workitem itself is supplied by the ERP system. See Release Note Integration with Business Intelligence.) Several actions in views of financial customer care are logged. (For a complete list of actions see Customizing for Customer Relationship Management and choose Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events in Repository, especially the events with a name starting with "FICA").

Further information can be found in the Business Information (BI) system. Dispute Management Integration(for Telco & Insurance) Integration of CRM Interaction Center WebClient with ERP FI-CA (New)

Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager. See also For more information on the functions of the individual business processes for the business scenario Financial Customer Care for Public Sector, see SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> SAP CRM 7.0 -> Application Help -> Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.12.18 CRM-IC-UNI

Agent Inbox

1.12.18.1 Agent Inbox (Enhanced)

Use

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As of SAP CRM 7.0, the agent inbox in the interaction center (IC) has been enhanced. IC agents can now do the following: Define a default quick search for each business role Save often-used search criteria in the advanced search These saved searches appear in a dropdown box to facilitate fast searches. View the inbox search results in a table or tree format Search for business transactions using multilevel categorization Use index-based search for faster searches

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

1.12.18.2 Business Process Push (New)

Use As of SAP CRM 7.0, you can push business processes to external routers or communication management software (CMS) for distribution and immediate processing to interaction center (IC) agents based on their real-time availability. For example, you can push the following: Business transactions, such as SAP CRM sales and service orders and SAP ERP sales orders Case Management cases Faxes and letters received through SAPconnect or the ArchiveLink scenario

The ID of the business process and a parameter that specifies the type of business process are transferred to the external router or CMS. For each business process, you can define a set of additional parameters to represent, for example, status and priority. In order for the business process to be prioritized correctly in the CMS, you use rule policy actions to set the values for the parameters. For example, you can specify that a business process must have status In Process and priority High to be pushed to an external router or CMS. Business process push is based on the IC agent real-time availability. After the IC agent accepts a request to process a business process item, it is possible to start a collaboration with another user, provided that the presence status of the user allows it. For more information, see Communication Management Software Integration (Enhanced). In SAP NetWeaver Business Intelligence (SAP NetWeaver BI), you can analyze the following data about

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the business process items that are pushed: Average time in queue Average processing time Number of rejected business process items Percentage of business process items distributed within and outside the service level target Average number of transfers of business process items of a particular type

Effects on Customizing For information about the settings for business process push, see the Customizing documentation Define Settings for Business Process Push.

1.12.19 CRM-IC-CTX

Context Area

1.12.19.1 Context Area (Enhanced)

Use As of SAP CRM 7.0, the context area has been enhanced for greater flexibility and ease of maintenance. The following enhancements have been made: Header area consistent with the SAP CRM header area Branding is now left-aligned, and includes the following standard links: Personalize, Help Center, System News, Log Off. Note that a warning is displayed if you attempt to log off when data has not been saved or when a communication process is still open. If desired, you can customize the logo and message. Interaction record cancel option You can cancel the current interaction record and reset the account ID at any point until a dependent business transaction is created, such as a service ticket or sales order, or an e-mail is saved or sent. Communication management software (CMS) reset option If the CMS for the current session stops working, you can reset it without having to log off the communication session and log on again. Immediate display of the Dialed Number Identification Service (DNIS) The DNIS is now immediately displayed with the communication information when a call is received. Context area customizing You can configure different versions of the context area and assign them to separate context area

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profiles, which you then assign to business roles. You do this in the Customizing activity Define Context Area Profile. The context area profile also allows you to set polling frequency. Polling is used to check the server for events relevant to the client, such as alerts or broadcast messaging. Context area configuration You can configure the context area layout and the components within the layout. You can also enhance individual context area components, or add new ones. Work area toolbar configuration You can configure how buttons are organized on the work area toolbar. For example, you could group buttons according to their function.

Effects on Customizing You define a context area profile using the Customizing activity Define Context Area Profile. If upgrading from a previous version of SAP CRM, you assign the CONTEXTAREA function profile to your business roles using the Customizing activity Define Business Role.

1.12.20 CRM-IC-BF

Basic Functions for Business Transactions

1.12.20.1 Business Transaction Search (Enhanced)

Use As of SAP CRM 7.0 you can maintain your own query class when defining a search index for business transaction searches. This can be useful if, for example, you would like to apply sorting methods to search results.

Effects on Customizing You can maintain a custom query in the new field called Query Class in the Customizing activity Define Search Index for Business Transaction Search.

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1.12.21 CRM-IC-CHA 1.12.21.1 CRM-IC-CHA-CHT 1.12.21.1.1 Chat (Enhanced)

Use

Communication Channels Chat Integration

As of SAP CRM 7.0, the chat function in the interaction center (IC) has been enhanced. IC agents can now do the following: Search previously saved chat transcripts In the previous release, chat transcripts were only available from within the interaction record. Chat transcripts are now treated as a knowledge base and can be viewed separately. Use knowledge search directly on the chat page In the previous release, only standard responses could be inserted into the chat view and sent to the customer. Now, knowledge search is embedded into the chat page so that you can search for multiple types of knowledge bases, such as standard responses, chat transcripts, knowledge articles, solution databases, and interactive scripts. Using most knowledge bases, you can insert text directly in the chat view, or copy and paste a certain section of text. When using interactive scripting, the IC agent can execute a script embedded in the chat knowledge search result list, insert questions into the chat view, send them to the customer, and, depending on the answer from the customer, proceed with the script execution.

In addition to the reporting capabilities available for the telephony and e-mail channels in the IC, you can now analyze the following data about chat interactions in SAP NetWeaver Business Intelligence (SAP NetWeaver BI): Number of chat interactions per time period (calendar year, month, week, day, and hour) Average processing time Average time chat requests were waiting in queue Percentage of chat requests answered within and outside the service level target Number of chat interactions discarded by customers before an agent responds Number of dialogs in the chat interaction

Effects on Customizing You can now define the software agent framework (SAF) assignment and add new knowledge bases for chat in the Customizing activity Define Chat Profiles. You can now make settings for the knowledge base implementation for chat in the Customizing activity

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Define Knowledge Base Implementation.

1.13 CRM-MSA

Mobile Sales

1.13.1 Territory Management with CRM Mobile Laptop Applications (Enhanced)

Use As of SAP CRM 7.0, CRM mobile laptop applications have been enhanced to help you better manage your sales. The objective of the enhancement is to align ownership of accounts, product and business transactions with territory ownership. This enables sales managers and sales professionals to optimally use territory assignments.

You can now: Also use territory description as the search criterion with the following components: Business Partners Contacts - when searching for the related business partner Visit Plans Activities Opportunities - by choosing More Criteria Sales Transactions - by choosing More Criteria Products Employees Activity Journal Definition Products Shelf Management Territory Management

Note: In the Territory Management component, you can now also view the attribute range values for territory attributes. Override rule based assignment of territory to a business partner, in the Business Partners component Enable territory-based checks for the following business transactions: Sales Transactions Activities

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Note: When you use search help for business partners or products within a transaction, the territory at the header level is defaulted as the territory search criterion. If a default territory has not been assigned to the Employee Responsible, then all the territories of the employee responsible will be considered as search criteria. You can change this territory value. When the Employee Responsible for the transaction has not been entered, the territories assigned to the user are considered as valid territories.

Effects on Existing Data As a prerequisite, you have executed the Download Territories to CRM Mobile report in Customizing for Customer Relationship Management under Master Data -> Territory Management -> Data Transfer. You have selected Initial as the Download Options to download master data for territories from the CRM Server to the consolidated database (CDB).

Effects on Customizing By default, territory check will not apply for any transaction type. The enhanced features described above require that you enable territory check for specified transaction types. You make these settings in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Define Transaction Types. You can now do the following: Restrict territory check to specified item categories by making the required settings in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Define Item Categories Restrict territory check to specified partner functions by making the required settings in Customizing for Customer Relationship Management under Basic Functions -> Partner Processing -> Define Partner Determination Procedure

1.13.2 Trade Promotions with Mobile Sales (Enhanced)

Use As of SAP CRM Mobile Sales 7.0, you can now have greater access to trade promotion related data. You can use the enhanced functionality and data to improve your chances of selling promotional plans to customers.

SAP CRM Mobile Sales has been enhanced with the following trade promotion related features: You can view product segments assigned to trade promotions

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You can view causal data associated to trade promotions for: Product Product category Product group

You can view trade promotions with Display Pallets - in such a case, the product categories in the display pallet are displayed You can view funds plan in a trade promotion You can view subordinate funds spent in a trade promotion You can view trade promotions with indirect relationships You can view spend values and trade spend exceptions Depending on the Customizing setting for Rates Origin, you can specify spend values in the following tile sets: In the Marketing -> Trade Spends tile set when the Customizing setting for Rates Origin is CRM. In this tile set, you can also modify spend values for existing trade promotions that have rates modeled in CRM. In the Marketing -> Volumes/Trade Spends Planning tile set when the Customizing setting for Rates Origin is BI. In this tile set, you can also modify spend values for existing trade promotions that have rates modeled in BI.

The above features help the key account manager in planning and managing trade promotions.

In addition to the above enhancements, you can now also download the following trade promotions from the CRM server to the mobile client: When the product planning basis for the trade promotion is Product Segment or Product Segment and Product When the trade promotion is linked to one or more funds When the trade promotion has an associated causal profile When the Customizing setting for Rates Origin is CRM

Effects on Data Transfer The mobile clients must be subscribed to the publications Customizing Objects 70 and Product Segment

Effects on Customizing As a prerequisite, you have made the required Customizing settings in the CRM Server.

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To define the profile groups which are relevant for planning, you make settings in Customizing for Customer Relationship Management under Trade Promotion Management -> Key Figure Planning -> Define Planning Profile Groups

To define the campaign types which are relevant for trade promotions with display pallets, you make settings in Customizing for Customer Relationship Management under Marketing -> Marketing Planning and Campaign Management -> Basic Data -> Define Types/Objectives/ Tactics

The originating system for rate is defined in Customizing for Define Rates' Origin under Customer Relationship Management -> Trade Promotion Management -> Basic Data

To define the product hierarchies used to assign products in trade promotions with display pallets, you make settings in Customizing for Customer Relationship Management under Trade Promotion Management -> Basic Data -> Products -> Assign Product Hierarchies

To display causals, you make the following settings in Customizing for Customer Relationship Management under the following: Trade Promotion Management -> Trade Promotions -> Causal Factors -> Define Causal Profiles, Causal Types and Default Values Trade Promotion Management -> Trade Promotions -> Causal Factors -> Assign Causal Profiles for Marketing Planning Trade Promotion Management -> Trade Promotions -> Causal Factors -> Maintain Attributes and Key Values for Causals Fields Trade Promotion Management -> Trade Promotions -> Causal Factors -> Maintain Customer Fields for Causals

To define the assignment of planning profile group to product planning basis, you make settings in Customizing for Customer Relationship Management under Trade Promotion Management -> Key Figure Planning -> Define Planning Profile Groups -> Assign Dependency To Product Planning Basis

To define the assignment of planning profile group to account type, you make settings in Customizing for Customer Relationship Management under Trade Promotion Management -> Key Figure Planning -> Define Planning Profile Group -> Assign Dependency To Account Type

To define the expense types relevant for funds allocation and usage with trade promotions, you make settings in Customizing for Customer Relationship Management under Funds Management -> Funds Plans and Funds -> Define Expense Types

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1.14 CRM-FRW

Framework

1.14.1 Changes to Customizing Structure for Framework

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> UI Framework has changed as follows: The section Business Roles has been moved from Customer Relationship Management to Customer Relationship Management -> UI Framework. The section Portal Integration has been moved from Customer Relationship Management to Customer Relationship Management -> UI Framework. The section Enterprise Search Integration is new. The section UI Framework Definition -> Application Enhancement Tool is new. The section UI Framework Definition -> Fact Sheet is new. The section UI Framework Definition -> Design Layer is new. The section UI Framework Definition -> Skins is new. The section UI Framework Definition -> CRM Feeds is new. The following activities have been moved within or from the section UI Framework Definition: Maintain Design Layers was moved to the section UI Framework Definition -> Design Layer. Maintain Shared Memory for the Design Layer was moved to the section UI Framework Definition -> Design Layer. Maintain Fact Sheet was moved to the section UI Framework Definition -> Fact Sheet. Define Role Configuration Key was moved to the section Technical Role Definition.

The activity Define Authorization Role has been moved from the section Technical Role Definition to the section Business Roles. The activity Define Navigation Frame has been moved from the section Business Roles to the section Technical Role Definition. The following IMG activities have been renamed: UI Framework Definition -> Configure User Interface was renamed to Access BSP Component Workbench. Technical Role Definition -> Define Navigation Frame was renamed to Define Layout

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Profile. Maintain Design Layers was renamed to Define Design Objects.

The following activities are new in the section UI Framework Definition: Register Overview Pages for Tile Layout Define Add'l Views for Home Pages and Work Center Pages Define Web Links Application Enhancement Tool -> Define System Settings Application Enhancement Tool -> Analyze Enhancements Design Layer -> Copy SAP Design Objects Design Layer -> Deactivate Hiding of Fields Skins -> Access Skin Workbench Skins -> Define Skins CRM Feeds -> Define CRM Feeds CRM Feeds -> Define CRM Feed Groups

The following activities are new in the section Enterprise Search Integration: Specify Client for Template Modeling Specify Software Component for Template Transfer Define Settings for Parallel Extraction Define RFC Destination for TREX

1.14.2 CRM-FRW-AFP

Application Frame

1.14.2.1 Task-Based User Interfaces (New)

Use As of SAP CRM 7.0 you can build task-based user interfaces (UIs) to make it easier for users to perform their daily tasks. The user interface dynamically supports users in performing their daily tasks. The user interface is structured in several steps. Every step represents a small, easy part of the overall task. The users are guided through these steps to accomplish their task.

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In the UI configuration, you can select the views that you want to use for the task-based UI. You can define the steps of the task-based UI and define the order of these steps. A view can be assigned to every step.

1.14.3 CRM-FRW-CON

UI Configuration Tool

1.14.3.1 UI Configuration and Skin Customizing (Enhanced)

Use As of SAP CRM 7.0 the UI configuration has been enhanced by the following features: Drag and drop in the UI Configuration Tool You can now move fields back and forth between the list of available fields and the list of displayed fields in tables, by using drag and drop. You can also change the order of fields in the list of displayed fields, by using drag and drop. You can now add fields from the field selection with all available fields, to the left or right panel in form views, by using drag and drop. You can move fields within the grid, by using drag and drop. Tile layout for overview pages You can now switch the layout of overview pages from the traditional page layout to a tile layout in the UI Configuration Tool. You can choose between several tile layouts, for example, the 2 x 2 and 2 x 3 layout, or the T-shape. Additional views in home pages and work center pages You can now define views that you want to add to your home pages and work center pages. Views in this repository are available in the list of available assignment blocks in the UI configuration of every work center page and every home page. Skin workbench You can use the skin workbench to copy SAP skins and enhance the copies to your needs. These skins are available on the central personalization page under the layout settings. Here you can select the skin that you want to use for the CRM WebClient UI.

Effects on Customizing

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To switch the layout of overview pages in the UI configuration, you need to register these overview pages in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Register Overview Pages for Tile Layout. To make views available in the UI configuration of work center pages and the Home page of your business role, you can define these views in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Define Add'l Views for Home Pages and Work Center Pages. You can copy SAP skins in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Skins.

1.14.4 CRM-FRW-UI

User Interface

1.14.4.1 Charts in Tables (New)

Use As of SAP CRM 7.0 you can use bar charts and pie charts to view table-based result lists and assignment blocks in the CRM WebClient UI. You can open the chart by clicking the Open Chart icon, if available, in the toolbar of assignment blocks and result lists. You can select the column that you want to view in the chart and choose between a pie chart or a bar chart. You can use the zoom function, including zoom in and zoom out. If you need more space to display the table content, you can close the chart and open it again later. If you click a column title in the table, you can filter the corresponding column. The chart is automatically adapted to the newly displayed entries, and the corresponding bar or pie section is highlighted in the chart. If you filter an additional column, the first and the additional filter are applied to the table as well as to the chart. If you click a pie section in the pie chart or a bar in the bar chart, this section is highlighted and the corresponding entry in the legend is highlighted by a frame. In both cases, the table is filtered according to the pie section or the bar that you have selected in the chart.

Effects on System Administration In the standard delivery, charts are enabled in result lists and in assignment blocks. Effects on Customizing You have made the necessary settings in Customizing for Customer Relationship Management, by choosing UI Framework -> Technical Role Definition -> Define Parameters. You use the parameter ENABLE_FTG_USAGE to enable or disable charts in tables. Under Profile Definition -> Parameter Assignment you can assign different values to the parameter ENABLE_FTG_USAGE. You have assigned the PARAMETERS function profile to your business role in the business role

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Customizing.

1.14.4.2 CRM Feeds (New)

Use As of SAP CRM 7.0 you are provided with a CRM Feed that is related to your daily work, including alerts and workflow tasks. Every user is provided with his or her own feed. You can subscribe to the CRM Feed either by using the RSS feed feature of the browser, for example, by clicking the RSS icon in the address bar of the Mozilla Firefox browser, or by clicking the CRM Feed icon on the central personalization page of the CRM WebClient UI.

Effects on Customizing The system administrator can define CRM Feeds and CRM Feed groups in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> CRM Feeds. The system administrator needs to assign CRM Feed groups to the function profile CRM_FEEDS of a business role in Customizing for Customer Relationship Management, by choosing UI Framework -> Business Roles -> Define Business Role. The end user can subscribe to his or her CRM Feed under the CRM Feed settings on the central personalization page in the CRM WebClient. However, these settings are only available if the necessary Customizing settings at business role level have been performed beforehand.

1.14.4.3 Home Page Personalization (Enhanced)

Use As of SAP CRM 7.0 you can add the following links to the Home page of your business role: Web links, which are simple URLs that are opened in a separate window CRM links, which are URLs that are used to navigate inside SAP CRM; they are opened in the same window in which the CRM WebClient UI is running Widgets, which are graphical objects that show dedicated information, typically from an external source

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Effects on Customizing The system administrator can define Web links, and widgets that are to be displayed on the Home page of a business role in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Define Web Links. These Web links and widgets are assigned to Web link groups and widget groups in the same Customizing activity. The system administrator needs to assign Web link groups and widget groups to the function profile of a business role in Customizing for Customer Relationship Management, by choosing UI Framework -> Business Roles -> Define Business Role. The function profiles to be used for Web links and widgets are, respectively, EXT_WEB_LINKS and WIDGET_LINKS. The end user can personalize Web links, CRM links, and widgets under the Favorites settings on the central personalization page in the CRM WebClient. However, these settings are only available if the necessary Customizing settings at business role level have been performed beforehand.

1.14.4.4 Recent Items (New)

Use As of SAP CRM 7.0 you can navigate to the items you have visited most recently in your business role, by using the recent items. The Recent Items block is located in the navigation bar of your business role. It contains links with the item titles, in the order you have visited them. The most recently visited item title appears at the top. If you click a link in the Recent Items block, the item title is highlighted until you navigate to another item. However, the item title is also highlighted if you have found the item via search, for example. You can decide if you want to display the Recent Items block in your business role, on the central personalization page. Here you can also select the number of links to be displayed, by choosing a maximum of 10 entries.

Effects on Customizing To display the Recent Items block in the navigation bar, the system administrator needs to define a direct link group with type 'Recent Items' in Customizing for Customer Relationship Management, by choosing UI Framework -> Technical Role Definition -> Define Navigation Bar Profile. This direct link group needs to be enabled in your business role in Customizing for Customer Relationship Management, by choosing UI Framework -> Business Roles -> Define Business Role. To display the Recent Items block and select the number of entries to be displayed, end users can make

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the necessary entries for their business role under the navigation bar settings on the central personalization page. However, these settings are only available if the necessary Customizing settings at business role level have been performed beforehand.

1.14.4.5 Simple Search (New)

Use As of SAP CRM 7.0 you can use the simple search in the CRM WebClient to search for business objects. You can now enter keywords, IDs, or free text in the easily accessible search field, and search across all business objects that belong to a business role. The simple search is based on SAP NetWeaver Enterprise Search and uses the complex functions of this search engine, such as full indexing or incremental indexing. The simple search is integrated in the central search, which is located in the header area of the navigation frame, and hence visible at all times. You can always access it, regardless of the business object you are in. In the search menu you can choose between the search for all business objects, saved searches, and the individual business objects that are displayed in alphabetical order. The search result is divided into separate result lists. Each business object is displayed in a separate result list. The number of business objects found in the search is indicated in the title of the result list. You can personalize the individual result list to your needs. You can for example, add columns to the result list, and remove them, or define the number of displayed data records. The simple search supports the following business objects: Accounts Account (Customer) Contacts Activities Campaigns Cases Channel Partners Claim Submissions Claims Complaints Contacts Employees Funds Individual Objects Installed Bases Leads

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Mail Forms Market Segments Marketing Plans Material Products Opportunities Partner Accounts Partner Contacts Product Catalogs Reservations Returns Sales Agreements Sales Contracts Sales Order Quotations Sales Orders Service Agreements Service Confirmations Service Contract Quotations Service Contracts Service Order Quotations Service Orders Service Plans Service Products Service Warranties Surveys Trade Promotions Warranty Claims

Effects on System Administration To use the simple search you need to install Search and Classification TREX 7.1 for SAP NetWeaver 7.01.

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1.14.4.6 Smart Input Help (New)

Use As of SAP CRM 7.0 the smart input help is available in fields with an input help. If you double-click fields with an input help, or use the backspace key in an empty field with input help, you can now see your last five entries in this field. Your most recent entry appears at the top of the list that is displayed below the input field. New entries are added to your last five entries after further action, for example, when you navigate to another page. A background search is performed in addition to the five entries in fields with a simple input help; that is, where the available entries are immediately displayed if the input help was clicked by the user. The background search is started as soon as you enter the first character in the field. The data records found are displayed in alphabetical order below the five entries, from which they are separated by a dashed line. If more than 50 records are found in the background search, (Too Many Records ...) appears at the end of the list with the data records found. You can use report SVH_DELETE_LAST_ENTRIES to delete the entries of any user in the smart input help.

Effects on Customizing You can customize the smart input help in Customizing for Customer Relationship Management, by choosing UI Framework -> Technical Role Definition -> Define Parameters. The corresponding parameter is SVH_DISABLED with the following parameter values: L: Last values only B: Background search only X: Disable the input help completely <Empty>: Last values and background search together

End users can disable the smart input help for performance reasons, for example, or they can delete entries that have been saved. They can do so on the central personalization page under the layout settings, by selecting the indicator Disable the suggestion of entries for input helps. In this case, the smart input help needs to be enabled in Customizing, otherwise the indicator is not available under the layout settings.

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1.14.5 CRM-FRW-WKB

Development Workbench

1.14.5.1 Design Layer Customizing (Enhanced)

Use As of SAP CRM 7.0 the design layer Customizing has been enhanced by the following features: The reference design object has been introduced. It is referred to by other design objects that inherit the design settings of the reference design object. This enables a reuse of design settings in different design objects. You can now add attributes that belong to other BOL objects, in one design object. This means that you can now group similar attributes in one design object, even if these attributes belong to different BOL objects. You can now see at a glance all design objects that are assigned to a view, and you can easily add new assignments, in the BSP Component Workbench. You can hide technical fields so that they are not available in the UI Configuration Tool and at runtime. If you have upgraded from SAP CRM 2006/s or SAP CRM 2007 to the current release, and if you have used a technical field that is hidden in the current release in your customer configurations, you can switch off the hiding of fields.

Effects on Customizing You can define design objects in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Design Layer -> Define Design Object. You can copy SAP design objects to your own layer in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Design Layer -> Copy SAP Design Objects. You can switch off the hiding of fields in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Design Layer -> Deactivate Hiding of Fields.

1.14.5.2 Application Enhancement Tool (New)

Use As of SAP CRM 7.0 you can use the Application Enhancement Tool to enhance CRM applications, by adding new fields. Depending on the enhanced business objects, you do not only use the Application Enhancement Tool to

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add new fields but also to make these new fields available in Business Intelligence (BI), R/3 Adapter, CRM Mobile, OLTP Reporting, and searches. Additionally, you can define your own dropdown list boxes for your new fields, by using the Application Enhancement Tool. You can access the Application Enhancement Tool in the CRM WebClient UI, where you can start the tool in the Administration work center of the navigation bar. You can use the Application Enhancement Tool to search for enhanced objects and display, create, change, or delete enhancements. Additionally, the Application Enhancement Tool is integrated in the UI Configuration Tool and can directly be started in this tool. The fields that you have added to a business object are displayed in the list of available fields of the corresponding components and views in the UI configuration.

Effects on Customizing To start the UI configuration of an application, you have activated the configuration mode in the general settings, on the central personalization page of the CRM WebClient.

1.15 CRM-CHM

Channel Management

1.15.1 Changes to Customizing Structure for Partner Channel Management

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Partner Channel Management has changed as follows: The node Channel Partner Management has been renamed Partner Management. The Customizing activity Partner Management -> Partner Responsibilities -> Define Responsibility Criteria and Responsibility Areas is new. This Customizing activity consolidates access to existing transactions, to an existing report, and provides additional supporting documentation. The Customizing activity Channel Marketing -> BAdI: Restricted Marketing Project View for Partners has been renamed BAdI: Restricted Marketing Project View for Channel Partners.

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1.16 CRM-IPS

Public Sector

1.16.1 Financial Customer Care and Dispute Management (Enhanced)

Use As of SAP Customer Relationship Management 7.0, the following processes are new or enhanced: Note: All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 Enhancement Package 4 at the lowest as the back-end system. For further information on release dependency, see SAP notes 1075410 and 746475. Installment Plan Correspondence creation is now also possible during change and deactivation of an installment plan

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

Worklist/Workitem Usage of work item by dunning by dunning procedure and correspondence dunning. Related documents # based on the document management integration. Correspondence creation using a guided activity. Flexible access to Worklist, My Work items and Work item Search. Configurable default views for work item display. Synchronization between work item and interaction record.

Dunning History Display of champion challenger information in the dunning history.

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Promise to Pay Standard search View including search profile with customizing and eventin back-end. Collections Master Data Filtering

Account Balance - Open Item List Display of information regarding release to external collection agency and debt recovery score. Release to external collection agency. Write off items.

BI Content for FCC and Collections Event logging framework is enhanced by the BDC object work item. (The corresponding extraction of the workitem itself is supplied by the ERP system. See Release Note Integration with Business Intelligence.) Several actions in views of financial customer care are logged. (For a complete list of actions see Customizing for Customer Relationship Management and choose Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events in Repository, especially the events with a name starting with "FICA").

Further information can be found in the Business Information (BI) system. Dispute Management Integration(for Telco & Insurance) Integration of CRM Interaction Center WebClient with ERP FI-CA (New)

Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager. See also For more information on the functions of the individual business processes for the business scenario Financial Customer Care for Public Sector, see SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> SAP CRM 7.0 -> Application Help -> Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.16.2 Financial Customer Care for Public Sector (Enhanced)

Use As of release SAP CRM 7.0, the Financial Customer Care and Dispute Management scenario has been

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enhanced. The enhanced features are also valid for the Financial Customer Care for Public Sector scenario.For more information, see the Financial Customer Care and Dispute Management release information. Note: All functions need a back-end system SAP ECC Industry Extension Public Sector Collection and Disbursement (PSCD) at least on basis SAP ERP 6.0, Enhancement Package 4.

Effects on Customizing For information on Customizing and the configuration of this Business Scenario, see SAP Solution Manager. See also For more information on the functions of the individual business processes for Business Scenario Financial Customer Care for Public Sector, see SAP Help Portal under Internet address http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> Application Help -> Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.16.3 CRM-IPS-ICM

Investigative Case Management

1.16.3.1 Changes to Customizing Structure for Industry-Specific Solutions

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Industry-Specific Solutions has changed as follows: Public Sector The section Investigative Case Management has been added.

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1.16.3.2 CRM-IPS-ICM-CMG

Cases and Leads

1.16.3.2.1 Investigative Case Management (Enhanced for SP01)

Use As of SAP CRM 7.0 SP01, you can extract investigative cases from the database and archive the information.

Effects on Customizing You can define settings for investigate case archiving in Customizing for Customer Relationship Management, under Industry Specific Solutions-> Public Sector-> Investigative Case Management-> General Settings-> CRM ICM Data Archiving Process

1.17 CRM-IM
1.17.1 CRM-IM-IPM

Media
Intellectual Property Management

1.17.1.1 Changes to Implementation Guide for IPM (New)

Use In SAP CRM 7.0, the Implementation Guide (IMG) structure for Intellectual Property Management (IPM) has changed as follows: New IMG Activities under Customer Relationship Management -> Industry-Specific Solutions -> Media -> Intellectual Property Management: Basic Functions -> Pricing -> Define Additional Cumulation Scopes Basic Functions -> Pricing -> Define Code List for Role Codes: Define Amount Role Codes Define Quantity Role Codes

Rights and Royalties Dimensions -> Configuration of Enterprise Services -> Map Rights Market Segment Codes to Rights Dimension Values: Map Code Values to Rights Dimension Values Check Consistency of Rights Attribute Value Mapping

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BAdI: Selection of Pref. Rights Mrkt Segment Code List for Outbound Mapping

Transactions : Configure Cross-Contract Advances (textual node only) Activate Granting Reference Function (textual node only) Configure Transaction-Based Outgoing Royalties Settlement (textual node only) Configure Settings for Multiple Payees (textual node only) Configure Transaction Tiering (textual node only)

Transactions -> Settings for IPM Transactions: Define Payee Types Define Relationship Category for Multiple Payees

Transactions -> Settings for IPM Transactions -> BAdIs: BAdI: Checks for Cross-Contract Advances BAdI: Checks for Multiple Payees

Transactions -> Usage Confirmation -> Configuration of Enterprise Services -> BAdIs -> Mapping Mechanisms: Notes on Implementation (enhancement spot documentation) BAdI: Mapping for Single Service BAdI: Mapping for Bulk Service

Master Data -> Assign Availability Profile to Product Category Master Data -> Product -> Define IP Hierarchy Views Rights Availability Analysis -> CRM WebClient UI -> Modify Calc. Logic for the Rights Availability Analysis (textual node only) Rights Availability Analysis -> CRM WebClient UI -> BAdIs -> BAdI: Calculation Flexibility in the Rights Availability Analysis Rights Availability Analysis -> Configuration of Enterprise Services -> BAdIs -> Mapping Mechanisms: Notes on Implementation (enhancement spot documentation) BAdI: Mapping for Simulate Inquiry Conf. Rights Group (Bulk) BAdI: Simulate Inquiry Confirmation Rights Group BAdI: Mapping for Simulate Inquiry Product

Rights Availability Analysis -> Extensibility -> BAdI: Field Extensibility Billing and Settlement -> Configure Application Billing and Settlement -> Incoming Royalties -> BAdIs: BAdI: Billing Document

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BAdI: Billing Due List BAdI: Billing Document Text Processing BAdI: Co Account Mapping for the Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List

Billing and Settlement -> Outgoing Royalties: Configure Clearing Items for Negative Royalties (textual node only) Determine Billing Type for Payee Billing Documents Define Condition Types for Transaction Tiering BAdI: Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List BAdI: Exclusion of Business Transactions in the OR Data Collector

Changed IMG Activities under Customer Relationship Management -> Industry-Specific Solutions -> Media -> Intellectual Property Management: Billing and Settlement -> Clearing Control Rights Availability Analysis -> CRM WebClient UI -> Exclude Sales Contr. Item System Status from Calc. of Rights Out (previously entitled "Define Status for Rights Availability Analysis") Master Data -> Product -> Settings for Rights Generation -> Define Formulas for Generating the Rights Owned

Deleted IMG Activities under Customer Relationship Management -> Industry-Specific Solutions -> Media -> Intellectual Property Management: Rights Availability Analysis -> CRM WebClient UI -> BAdIs -> BAdI: Deactivate Selects and Reads IP# via FSI Rights Availability Analysis -> SAP GUI: Make Technical Settings for Rights Availability Analysis Define Attributes to be Used to Find Intellectual Properties Exclude Sales Contr. Item System Status from Calc. of Rights Out Define Parallel Processing for the Rights Availability Analysis

Rights Availability Analysis -> SAP GUI -> BAdIs: BAdI: Deactivate Selects and Reads IP# via FSI

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BAdI: Selection of Data in the Rights Availability Analysis BAdI: Selects and Reads IP and Contracts in the Rights Avail. Analysis BAdI: Calculate Rights Availability for Rights Groups BAdI: Display Data in the Rights Availability Analysis BAdI: Create an Order for Available Rights (Rights Groups)

Billing and Settlement -> Incoming Royalties -> Maintain BAdIs Billing and Settlement -> Outgoing Royalties -> Maintain BAdIs

1.17.1.2 Intellectual Property Management (Enhanced)

Use As of SAP CRM 7.0, the Intellectual Property Management (IPM) applications have been enhanced as follows: New Functions Release Dates Relevance Contract Archive Search Repricing in License Acquisition and Sales Contracts Business Object Layer Enabling for Web Services Transaction Tiering Rights Availability Analysis - License to Third Party Scenario Multiple Payees External Interface (XIF) for IPM Cross-Contract Advances Transaction-Based Outgoing Royalties Settlement Business Add-In for Text Processing in Billing Documents The extensibility function is now available for the following applications: License acquisition contracts

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License sales contracts

Rights availability analysis (see also: BAdI: Field Extensibility) For more information about extensibility in SAP CRM, see UI Enhancement Tool. The enterprise search function is now available for IPM. For more information about enterprise search in SAP CRM, see Simple Search.

Enterprise SOA Enabling for IPM Enterprise Services: Rights Availability Inquiry Enterprise Services: License Contract Usage Report

Enhanced Functions Rights Availability Analysis Collision Check Error Handling Rights Maintenance IP Hierarchy Display Clearing Control

Changed Functions The generated Business Add-In (BAdI) definitions for billing are no longer available. They have been replaced with non-generated BAdI definitions. For more information, see Business Add-Ins for IPM Billing (Changed).

Deleted Functions Rights Availability Analysis for SAP GUI

Effects on Customizing For a list of all new, changed, and removed Customizing activities for SAP CRM 7.0, see Changes to Implementation Guide for Intellectual Property Management.

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1.17.1.3 CRM-IM-IPM-MD

Master Data

1.17.1.3.1 Business Object Layer Enabling for Web Services (New)

Use As of SAP CRM 7.0, the business object layer (BOL) objects related to Intellectual Property Management (IPM) are now Web service enabled. This allows you to use the Web services tool to create Web services for following applications: Intellectual property (IP) License acquisition contract License sales contract

You can now create Web services that can read, modify, create, and query the IPM data from a third-party (non-SAP) system. You can access the Web services tool from the component workbench (transaction BSP_WD_CMPWB), component WS_DESIGN_TOOL.

Effects on Existing Data The IPM Web service enabling extends the existing Web service for Product and Contract. The user interface has not been changed; however, the Web services tool now contains additional entries for the newly enabled IPM-specific objects.

1.17.1.3.2 IP Hierarchy Display (Enhanced)

Use

As of SAP CRM 7.0, you have more flexibility in how you view the relationships of an intellectual property (IP) within the relationship hierarchy. Parent Interlinkages From the IP Overview page, you can display the superordinate IPs for an IP. In earlier releases, you

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could only display and edit the subordinate IPs for IPs linked through the parts relationship. Now, you are able to view an IP's superordinate IPs by selecting Parts Of from the dropdown list box. Note that superordinate IPs are read-only when you access them in this way, due to technical limitations. Interlinkage Tree You can now display the full hierarchy for an IP. For each IP that is linked to other IPs through one or more relationships, the Show Hierarchy pushbutton is available at the header level on the IP Overview page. The dropdown list box allows you to select the relationship type you wish to display. In addition to the standard relationship types, you can also define custom views that contain a combination of relationship types. The hierarchy determines the current IP's root nodes and then creates the IP hierarchy for the relationships you select.

Effects on Customizing In Customizing activity Define Object Hierarchy and Object Attributes, you can define the tree profiles that determine how the interlinkage tree displays. The following profiles are specific to the IP hierarchy display: Parts interlinkage tree (IPM_IPACC) IP: Package part hierarchy (IPM_IPPAC) IP: Title relationship (IPM_IPTRG) IP: Title relationship (IPM_IPTTL) Underlying component interlinkage tree (IPM_IPUCO) IP: Underlying Comp (granting ref.) tree (IPM_IPUCX)

In Customizing activity Define Hierarchy View, you can create views that include a combination of relationship types. For example, you can create a hierarchy view to display both the parts and package parts relationships for an IP.

1.17.1.3.3 Release Dates Relevance (New)

Use As of SAP CRM 7.0, you can deactivate the release dates for an intellectual property (IP). Release dates allow you to control the automatic release of rights using generation rules. This function is primarily relevant to media companies that require window management, such as entertainment companies. For

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media companies that do not require this, it is not necessary to generate the release dates when you generate the rights for an IP, since the Rights Owned or Rights Owned (Granting Ref.) are already available for sale. Therefore, this release of IPM enables the system administrator to ignore the release dates in the rights calculations.

This function affects the following applications: IP Release dates generation (SAP GUI version) Rights availability analysis Collision check in the license sales contract

IP Overview

The IP Overview screen displays the rights in the same way as in the previous release, but the Release Dates (IPM_RELDAT) set type is optional when you configure the categories in the product configuration. When an IP is displayed, the assignment block behavior depends on the following system settings:

If the Release Dates set type is not assigned to the product category, the Release Dates assignment block does not display on the IP Overview page. If the Release Dates set type is assigned to the product category, but the availability profile assigned to the product category does not use the release dates, the assignment block displays. However, this assignment block is labeled inactive and the system does not include the release dates in the IP availability calculation.

Additional Checks in the IP: The system performs a new check when you assign a generation formula to an IP. An error message displays if the generation formula assigned results in an inconsistency in release dates handling, or if it deactivates the release dates. If the release dates are activated for the IP, the system performs the check to determine whether the IP is linked to a sales contract on the Release Dates. If the release dates are deactivated, this check is performed on the Rights Owned or Rights Owned (Granting Ref.) instead, depending on the generation formula specified.

Release Dates Generation

For the SAP GUI application, the system does not generate the release dates for IPs that do not consider the release dates.

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Rights Availability Analysis

There is a new check in the rights availability analysis. If the IP does not consider release dates, the system does not display the Not Released assignment block in the Availability step of rights availability analysis.

Collision Check in the License Sales Contract There is a new check in the collision check for sales contracts. If the IP does not consider release dates, the collision check in sales contract bypasses the release dates handling.

Effects on Existing Data

If the IP base category contains the Release Dates set type, you can deactivate the release dates for IPs that were created in a previous release. To do so, proceed as follows:

1. 2.

Assign a generation formula that is mapped to an availability profile that does not consider the release dates. Create a mapping from the product category to an availability profile that does not consider the release dates.

Effects on Customizing To activate or deactivate the release dates, you must make the following settings in Customizing for Intellectual Property Management: Assign an availability profile to a generation formula. To do so, use Customizing activity Define Formulas for Generating the Rights Owned.

Assign a product category to an availability profile. To do so, use Customizing activity Define Availability Profile for Product Category.

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1.17.1.3.4 Rights Maintenance (Enhanced)

Use As of SAP CRM 7.0, you can enter the right dimensions manually in addition to using the search help in the following applications: IP maintenance License acquisition contracts License sales contracts Rights availability analysis

For all editable rights types, such as the rights owned, release dates, and royalties, you can type one of the following to manually enter the rights dimensions: Attribute ID Attribute description Rights (hierarchical) view ID Rights (hierarchical) view description

However, because the description is not unique and the ID can correspond to both an attribute and a view, ambiguities can occur. If this happens, you can use the search help to select the rights dimension you wish to enter.

Effects on Customizing In Customizing activity Define Rights Maintenance, you can define the separator used between attribute values and also if the attribute ID or description displays.

1.17.1.3.5 External Interface (XIF) for IPM (Enhanced)

Use As of SAP CRM 7.0, the CRM external interface (XIF) adapter has been extended to support the fields for Billing Plan Details extension and Rights Scope and Rights Scope Rights Group assignment.

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XIF represents the interface of the CRM solution to the outside world. This extension to the CRM XIF adapter allows you to create and transfer errorless license sales and acquisition contracts and intellectual properties (IPs) in the following instances: Initial data transfer of data from software systems to be replaced Data exchange between company internal and external software systems Data exchange between multiple SAP CRM systems

Effects on Data Transfer The interface for data transfer now recognizes the Billing Plan Details extension fields as well as the Rights Scope and Rights Scope Rights Group assignment fields. The system uses the following for data transfer: IPs Interface: CRMXIF_PRODUCT_IP_SAVE (unchanged from previous release) Message type: CRMXIF_PRODUCT_IP_SAVE07 IDoc base type: CRMXIF_PRODUCT_IP_SAVE0701

Contracts Interface: CRMXIF_ORDER_SAVE Message type: CRMXIF_ORDER_SAVE_M IDoc base type: CRMXIF_ORDER_SAVE_M01

1.17.1.4 CRM-IM-IPM-BTX 1.17.1.4.1 Contract Archive Search (New)

Use

Business Transactions Licensing

As of SAP CRM 7.0, you can perform a search of archived license acquisition and license sales contracts from a new Archive Search screen. You can access this screen from the standard Search screen. This new function allows you to view but not edit the archived contracts.

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1.17.1.4.2 CRM-IM-IPM-BTX-PUR 1.17.1.4.2.1 Multiple Payees (New)

Use

License Acquisition

As of SAP CRM 7.0, you can split the royalties between multiple payees in license acquisition contracts. In the payment distribution in the license acquisition contract, you can now perform the following functions: Assign a share, currency, billing block, payment terms, and a payee type (for example, Is an heir) for each payee. Enter a bill-to party that differs from the payee. Copy the payees by using business partner relationship categories.

You enter the payment distribution information on the contract header level, which means that it is valid for all items relevant to billing. If the payment distribution is changed while a contract is active, the new distribution is used for all items that have not yet been billed. In the Billing Due List, you can see the payment distribution for each item on a new tab page entitled Payees. The payment distribution is only available for items that are not derived, which means that it is not supported for accruals or intercompany billing. If a due list item is billed, a summary billing document is created to calculate the royalties for each payee without a billing block. A payee billing document is then created. To create the payee billing document, the system valuates the values of each item in the summary billing document based on each payee's share, and performs a currency conversion to the payees' currency. The system calculates the tax based on the net value and the payee's tax rate. If a billing block is set for a payee, you can remove it in the summary billing document on the Payees tab page, and then create the payee document from there. The summary billing document is not transferred to Financial Accounting (FI) and Business Intelligence (BI). It can only be canceled if all related payee billing documents are canceled or were not created. The system can group Billing Due List Items during billing for items in the same contract. The contract number is used as a split criteria, so that items from different contracts cannot be billed in the same billing document. The payee type is available in the accounting interface and can be transferred to the accounting document.

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Effects on Existing Data BI Integration The SAP Business Intelligence (BI) Content for Intellectual Property Management has also been enhanced as of SAP NetWeaver 7.0 BI Content Add-On 4. For more information, see the release note for BI Content for Intellectual Property Management in SAP Library for SAP NetWeaver at http://help.sap.com.

Effects on System Administration For information about system administration tasks, see Configure Settings for Multiple Payees. Effects on Customizing For information about the Customizing settings required for this function, see Configure Settings for Multiple Payees.

1.17.1.4.2.2 Cross-Contract Advances (New)

Use As of SAP CRM 7.0, you can use cross-contract advances to assign advance references across contracts and to specify more than one advance reference in a contract. This function is only available for license acquisition contracts. To assign a cross-contract advance between contracts, both contracts must have the following: Assigned transaction type that is eligible for cross-contract advances Same licensor Same document currency Valid advance group, which means that at least one item in the advance group has a status other than completed or rejected

If a license acquisition contract meets the conditions described above, you can assign the acquisition contract as an advance reference in a royalty scope. You also can define in the contract the sequence in which the system must recoup the advances during billing. During billing, the system then uses the sequence you specified for advance recoupment instead of any entries for a sort sequence in Customizing activity Clearing Control. The update group that is used for the clearing control is enhanced for contracts eligible for cross-contract advances. The update group contains only the licensor as key, which means that all items from all contracts for a licensor are included in the update group. However, the system deletes all advance items

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that are not maintained in the contract from the update group, so that only the referenced advance items can be used to create a clearing item.

Effects on System Administration For information about system administration tasks, see Configure Cross-Contract Advances.

Effects on Customizing For information about the Customizing settings required for this function, see Configure Cross-Contract Advances.

1.17.1.4.2.3 External Interface (XIF) for IPM (Enhanced)

Use As of SAP CRM 7.0, the CRM external interface (XIF) adapter has been extended to support the fields for Billing Plan Details extension and Rights Scope and Rights Scope Rights Group assignment. XIF represents the interface of the CRM solution to the outside world. This extension to the CRM XIF adapter allows you to create and transfer errorless license sales and acquisition contracts and intellectual properties (IPs) in the following instances: Initial data transfer of data from software systems to be replaced Data exchange between company internal and external software systems Data exchange between multiple SAP CRM systems

Effects on Data Transfer The interface for data transfer now recognizes the Billing Plan Details extension fields as well as the Rights Scope and Rights Scope Rights Group assignment fields. The system uses the following for data transfer: IPs Interface: CRMXIF_PRODUCT_IP_SAVE (unchanged from previous release) Message type: CRMXIF_PRODUCT_IP_SAVE07 IDoc base type: CRMXIF_PRODUCT_IP_SAVE0701

Contracts

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Interface: CRMXIF_ORDER_SAVE Message type: CRMXIF_ORDER_SAVE_M IDoc base type: CRMXIF_ORDER_SAVE_M01

1.17.1.4.3 CRM-IM-IPM-BTX-SAL

License Sales

1.17.1.4.3.1 Collision Check Error Handling (Enhanced)

Use As of SAP CRM 7.0, the collision check error handling in license sales contract has been enhanced as follows: The collision check messages now display in the Collision Check Log assignment block. The messages display in table format to improve readability. This log is available at the contract header and rights scope level, and from the intellectual property (IP). When possible, the system combines multiple collision check error messages into one message to produce fewer message lines. For example, two messages for the same rights dimensions sold with the same contract can have consecutive date periods. The system can combine the date periods for these two messages to display one message. The collision check calculation has been enhanced, and the calculation performance has been improved. The system now executes all collision checks to provide the user with the full information on the rights.

1.17.1.4.3.2 Release Dates Relevance (New)

Use As of SAP CRM 7.0, you can deactivate the release dates for an intellectual property (IP). Release dates allow you to control the automatic release of rights using generation rules. This function is primarily relevant to media companies that require window management, such as entertainment companies. For

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media companies that do not require this, it is not necessary to generate the release dates when you generate the rights for an IP, since the Rights Owned or Rights Owned (Granting Ref.) are already available for sale. Therefore, this release of IPM enables the system administrator to ignore the release dates in the rights calculations.

This function affects the following applications: IP Release dates generation (SAP GUI version) Rights availability analysis Collision check in the license sales contract

IP Overview

The IP Overview screen displays the rights in the same way as in the previous release, but the Release Dates (IPM_RELDAT) set type is optional when you configure the categories in the product configuration. When an IP is displayed, the assignment block behavior depends on the following system settings:

If the Release Dates set type is not assigned to the product category, the Release Dates assignment block does not display on the IP Overview page. If the Release Dates set type is assigned to the product category, but the availability profile assigned to the product category does not use the release dates, the assignment block displays. However, this assignment block is labeled inactive and the system does not include the release dates in the IP availability calculation.

Additional Checks in the IP: The system performs a new check when you assign a generation formula to an IP. An error message displays if the generation formula assigned results in an inconsistency in release dates handling, or if it deactivates the release dates. If the release dates are activated for the IP, the system performs the check to determine whether the IP is linked to a sales contract on the Release Dates. If the release dates are deactivated, this check is performed on the Rights Owned or Rights Owned (Granting Ref.) instead, depending on the generation formula specified.

Release Dates Generation

For the SAP GUI application, the system does not generate the release dates for IPs that do not consider the release dates.

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Rights Availability Analysis

There is a new check in the rights availability analysis. If the IP does not consider release dates, the system does not display the Not Released assignment block in the Availability step of rights availability analysis.

Collision Check in the License Sales Contract There is a new check in the collision check for sales contracts. If the IP does not consider release dates, the collision check in sales contract bypasses the release dates handling.

Effects on Existing Data

If the IP base category contains the Release Dates set type, you can deactivate the release dates for IPs that were created in a previous release. To do so, proceed as follows:

1. 2.

Assign a generation formula that is mapped to an availability profile that does not consider the release dates. Create a mapping from the product category to an availability profile that does not consider the release dates.

Effects on Customizing To activate or deactivate the release dates, you must make the following settings in Customizing for Intellectual Property Management: Assign an availability profile to a generation formula. To do so, use Customizing activity Define Formulas for Generating the Rights Owned.

Assign a product category to an availability profile. To do so, use Customizing activity Define Availability Profile for Product Category.

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1.17.1.4.3.3 Repricing in License Acquisition and Sales Contracts (New)

Use As of SAP CRM 7.0, you can update the pricing for any royalties scope in a license acquisition or sales contract directly from the CRM WebClient User Interface (UI). The Reprice and Complete Reprice buttons are available on the Edit page of the royalties scope to execute the pricing update. The Reprice button allows you to keep all manual pricing input during the pricing update; the Complete Reprice button deletes any manual pricing input. This function is only available for billing request items (BRIs) that you have not yet billed.

1.17.1.4.3.4 External Interface (XIF) for IPM (Enhanced)

Use As of SAP CRM 7.0, the CRM external interface (XIF) adapter has been extended to support the fields for Billing Plan Details extension and Rights Scope and Rights Scope Rights Group assignment. XIF represents the interface of the CRM solution to the outside world. This extension to the CRM XIF adapter allows you to create and transfer errorless license sales and acquisition contracts and intellectual properties (IPs) in the following instances: Initial data transfer of data from software systems to be replaced Data exchange between company internal and external software systems Data exchange between multiple SAP CRM systems

Effects on Data Transfer The interface for data transfer now recognizes the Billing Plan Details extension fields as well as the Rights Scope and Rights Scope Rights Group assignment fields. The system uses the following for data transfer: IPs Interface: CRMXIF_PRODUCT_IP_SAVE (unchanged from previous release) Message type: CRMXIF_PRODUCT_IP_SAVE07 IDoc base type: CRMXIF_PRODUCT_IP_SAVE0701

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Contracts Interface: CRMXIF_ORDER_SAVE Message type: CRMXIF_ORDER_SAVE_M IDoc base type: CRMXIF_ORDER_SAVE_M01

1.17.1.4.4 CRM-IM-IPM-BTX-CON

License Usage Confirmation

1.17.1.4.4.1 Enterprise Services: License Contract Usage Report (New)

Use As of SAP CRM 7.0, you can use the process component License Usage Confirmation Processing with its business object License Contract Usage Report. This allows you to enable enterprise services to confirm the usage values (for example, turnover, number of units sold, and so on) for the consumed rights for an intellectual property (IP). These services allow media companies to report these figures periodically to a licensor who is using SAP Intellectual Property Management (IPM). You can use these service operations to: Create a new user interface (UI) for entering license usage confirmation, such as an Internet self-service site for customers Implement business-to-business (B2B) system integration allowing automated license usage reporting Connect a third-party system, such as Media Distribution systems featuring direct usage confirmation reports, to SAP IPM

The business object License Contract Usage Report comprises two asynchronous service operations that are considered one service. These service operations use the request and confirmation pattern: LicenseContractUsageReportCRMBulkRequest_In Message Type Request: LicenseContractUsageReportCRMBulkRequest

LicenseContractUsageReportCRMBulkConfirmation_Out Message Type Request:: LicenseContractUsageReportCRMBulkConfirmation_Out

Service operations in detail: The LicenseContractUsageReportCRMBulkRequest_In service operation allows you to send the data for the usage confirmation for an IP to the SAP IPM system. If not specified separately, the SAP IPM system locates the license sales contract to which the usage confirmation is reported. This operation provides these functions for mass operations (bulk). You can send usage confirmation data for many IPs to the

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receiver SAP IPM system. If the operation fails for individual IPs within this mass reporting, the bulk operation continues its execution and reports the IPs for which the operation failed. The LicenseContractUsageReportCRMBulkConfirmation_Out service operation sends the confirmed status (successful, failed, and so on) of the execution back to the sender system for the service operation LicenseContractUsageReportCRMBulkRequest_In.

Effects on Customizing To enable the enterprise services for usage confirmation, use Customizing activityMap Code Values to Rights Dimension Values. To map role codes (amount and quantity) to the data values, use Customizing activity Define Data Values. You define the available role codes in the following Customizing activities: Define Amount Role Codes Define Quantity Role Codes

1.17.1.5 CRM-IM-IPM-RO 1.17.1.5.1 CRM-IM-IPM-RO-ROI

Royalty Accounting Incoming Royalties

1.17.1.5.1.1 Business Add-Ins for IPM Billing (Changed)

Use As of SAP CRM 7.0, the generated Business Add-In (BAdI) definitions for IPM billing are no longer available. They have been replaced with non-generated BAdI definitions. The BAdIs function as before, however, you need to migrate and implementations of the generated BAdI definitions that exist in your system as described below. The BAdI definitions have been replaced as follows: Generated Definition /1BEA/IPMI_BD /1BEA/IPMO_BD /1BEA/IPMI_DL /1BEA/IPMO_DL Non-Generated Definition BEA_IPMI_BD BEA_IPMO_BD BEA_IPMI_DL BEA_IPMO_DL Enhancement Spot BEA BEA BEA BEA

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/1BEA/B_IPMO_DL_IAT /1BEA/B_IPMI_DL_IAT /1BEA/IPMI_BD_PRC /1BEA/IPMO_BD_PRC /1BEA/IPMI_DL_PRC /1BEA/IPMO_DL_PRC /1BEA/IPMI_DL_XIF /1BEA/IPMO_DL_XIF

BEA_IPMI_DL_IAT BEA_IPMO_DL_IAT BEA_IPMI_BD_PRC BEA_IPMO_BD_PRC BEA_IPMI_DL_PRC BEA_IPMO_DL_PRC BEA_IPMI_DL_XIF BEA_IPMO_DL_XIF

BEA_IAT BEA_IAT BEA_PRC BEA_PRC BEA_PRC BEA_PRC BEA_XIF BEA_XIF

Note that with the new definition of the pricing BAdIs above, the following methods have been replaced: Old Method IN_MAP_HEAD IN_MAP_HEAD1 (as of Release 5.0) IN_MAP_ITEM IN_MAP_ITEM1 (as of Release 5.0) New Method None (method deleted) IN_MAP_HEAD None (method deleted) IN_MAP_ITEM

Effects on System Administration For information about migrating the existing implementations of generated BAdIs in your system, see SAP CRM release note Business Add-Ins for Billing (Changed). Effects on Customizing The new, non-generated 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: Billing Document BAdI: Billing Due List BAdI: CO Account Mapping for Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List

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 ->

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BAdI: Billing Document BAdI: Billing Due List BAdI: CO Account Mapping for Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List

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

Use As of SAP CRM 7.0, two Business Add-Ins (BAdIs) are available that enable you to copy texts from any business transaction to a billing document, using text determination. The new BAdIs allow you to enhance the communication structures for billing documents to support further fields.

Effects on Customizing One BAdI definition is available for outgoing royalties, and another for incoming royalties. You implement the BAdI definitions in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Media -> Intellectual Property Management -> Billing and Settlement: Outgoing Royalties -> BAdIs -> BAdI: Billing Document Text Processing Incoming Royalties -> BAdIs -> BAdI: Billing Document Text Processing

1.17.1.5.2 CRM-IM-IPM-RO-ROO

Outgoing Royalties

1.17.1.5.2.1 Business Add-Ins for IPM Billing (Changed)

Use

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As of SAP CRM 7.0, the generated Business Add-In (BAdI) definitions for IPM billing are no longer available. They have been replaced with non-generated BAdI definitions. The BAdIs function as before, however, you need to migrate and implementations of the generated BAdI definitions that exist in your system as described below. The BAdI definitions have been replaced as follows: Generated Definition /1BEA/IPMI_BD /1BEA/IPMO_BD /1BEA/IPMI_DL /1BEA/IPMO_DL /1BEA/B_IPMO_DL_IAT /1BEA/B_IPMI_DL_IAT /1BEA/IPMI_BD_PRC /1BEA/IPMO_BD_PRC /1BEA/IPMI_DL_PRC /1BEA/IPMO_DL_PRC /1BEA/IPMI_DL_XIF /1BEA/IPMO_DL_XIF Non-Generated Definition BEA_IPMI_BD BEA_IPMO_BD BEA_IPMI_DL BEA_IPMO_DL BEA_IPMI_DL_IAT BEA_IPMO_DL_IAT BEA_IPMI_BD_PRC BEA_IPMO_BD_PRC BEA_IPMI_DL_PRC BEA_IPMO_DL_PRC BEA_IPMI_DL_XIF BEA_IPMO_DL_XIF Enhancement Spot BEA BEA BEA BEA BEA_IAT BEA_IAT BEA_PRC BEA_PRC BEA_PRC BEA_PRC BEA_XIF BEA_XIF

Note that with the new definition of the pricing BAdIs above, the following methods have been replaced: Old Method IN_MAP_HEAD IN_MAP_HEAD1 (as of Release 5.0) IN_MAP_ITEM IN_MAP_ITEM1 (as of Release 5.0) New Method None (method deleted) IN_MAP_HEAD None (method deleted) IN_MAP_ITEM

Effects on System Administration For information about migrating the existing implementations of generated BAdIs in your system, see SAP CRM release note Business Add-Ins for Billing (Changed). Effects on Customizing The new, non-generated 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: Billing Document

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BAdI: Billing Due List BAdI: CO Account Mapping for Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List

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: Billing Document BAdI: Billing Due List BAdI: CO Account Mapping for Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List

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

Use As of SAP CRM 7.0, two Business Add-Ins (BAdIs) are available that enable you to copy texts from any business transaction to a billing document, using text determination. The new BAdIs allow you to enhance the communication structures for billing documents to support further fields.

Effects on Customizing One BAdI definition is available for outgoing royalties, and another for incoming royalties. You implement the BAdI definitions in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Media -> Intellectual Property Management -> Billing and Settlement: Outgoing Royalties -> BAdIs -> BAdI: Billing Document Text Processing Incoming Royalties -> BAdIs -> BAdI: Billing Document Text Processing

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1.17.1.5.2.3 Clearing Control (Enhanced)

Use As of SAP CRM 7.0, the clearing control function has been enhanced with the following features: The Billing Engine application IPMO can now create clearing items for negative royalties during billing. For the read and update rules, the Context field and the Linked Item Category Reference field are now available.

Effects on Customizing In Customizing activity Define Clearing Control, you can define the billing item category for which negative recoupment is allowed in the Clearing: Negative Recoupment folder. See also For more information, see the documentation for the following: Customizing activity Configure Clearing Items for Negative Royalties Customizing activity Define Clearing Control Documentation for the fields used for read and update rules.

1.17.1.5.2.4 Multiple Payees (New)

Use As of SAP CRM 7.0, you can split the royalties between multiple payees in license acquisition contracts. In the payment distribution in the license acquisition contract, you can now perform the following functions: Assign a share, currency, billing block, payment terms, and a payee type (for example, Is an heir) for each payee. Enter a bill-to party that differs from the payee. Copy the payees by using business partner relationship categories.

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You enter the payment distribution information on the contract header level, which means that it is valid for all items relevant to billing. If the payment distribution is changed while a contract is active, the new distribution is used for all items that have not yet been billed. In the Billing Due List, you can see the payment distribution for each item on a new tab page entitled Payees. The payment distribution is only available for items that are not derived, which means that it is not supported for accruals or intercompany billing. If a due list item is billed, a summary billing document is created to calculate the royalties for each payee without a billing block. A payee billing document is then created. To create the payee billing document, the system valuates the values of each item in the summary billing document based on each payee's share, and performs a currency conversion to the payees' currency. The system calculates the tax based on the net value and the payee's tax rate. If a billing block is set for a payee, you can remove it in the summary billing document on the Payees tab page, and then create the payee document from there. The summary billing document is not transferred to Financial Accounting (FI) and Business Intelligence (BI). It can only be canceled if all related payee billing documents are canceled or were not created. The system can group Billing Due List Items during billing for items in the same contract. The contract number is used as a split criteria, so that items from different contracts cannot be billed in the same billing document. The payee type is available in the accounting interface and can be transferred to the accounting document.

Effects on Existing Data BI Integration The SAP Business Intelligence (BI) Content for Intellectual Property Management has also been enhanced as of SAP NetWeaver 7.0 BI Content Add-On 4. For more information, see the release note for BI Content for Intellectual Property Management in SAP Library for SAP NetWeaver at http://help.sap.com.

Effects on System Administration For information about system administration tasks, see Configure Settings for Multiple Payees. Effects on Customizing For information about the Customizing settings required for this function, see Configure Settings for Multiple Payees.

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1.17.1.5.2.5 Transaction Tiering (New)

Use As of SAP CRM 7.0, the transaction tiering function is available. The IPM: Transaction Tiering (IPM_TIER) feature is available in the framework of Billing Engine application IPMO. You can create a contract with a special transaction tiering condition type. This allows you to: Ensure that the system takes into account the order in which the transactions occur during royalties calculation Create a tiering group in a license acquisition contract that includes several royalty items with the same scale basis

There are three main applications for transaction tiering: One IP uses a quantity scale to determine the royalties rate, and the system must take into account the order in which the transactions occurred. Two or more IPs share the same scale basis. In this case, you can include several contract items in the same scale by adding them to a tiering group in the license acquisition contract. A change occurs in the scale rate, effective as of a certain date. You add a second contract item to the contract for the same IP, and add both contract items to the tiering group.

The example below demonstrates a simple case of transaction tiering and how the royalty calculation differs from the standard calculation: Royalty agreement: For up to 1,000 units, it is 8% of the sales. For more than 1,000 units, it is 10% of the sales.

Sales: You initially sell 600 units for 20 USD each. You then sell 600 units for 10 USD each.

If transaction tiering is inactive, you can still use scales in the system, but the system does not take into account the order of the transactions. Instead, a sort of averaging is performed in the calculation. In this case, the calculation is as follows: Total number of units: 1,200 Condition basis (total sales): 600 (units) * 20 (price) + 600 (units) * 10 (price) = 18,000 Royalties calculation: 15,000 USD (sales) * 8% + 3000 USD (sales) *10% = 1,500 USD (total royalties)

If you activate the transaction tiering feature, the system then takes the order of the transactions into account. For the same royalty agreement and sales, the calculation is now as follows:

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Condition basis (total sales) for the first 1,000 units: 600 (units) *20 USD (price) + 400 (units) *10 (price) = 16,000 Condition basis (total sales) for the next 200 units: 200 * 10 = 2,000 Royalty calculation: 8% of 16,000 + 10% of 2,000 = 1,480 USD (total royalties)

Effects on System Administration For information about system administration tasks, see Configure Transaction Tiering.

Effects on Customizing For information about the Customizing settings required for this function, see Configure Transaction Tiering.

1.17.1.5.2.6 Transaction-Based Outgoing Royalties Settlement (New)

Use As of SAP CRM 7.0, you can settle outgoing royalties based on a particular business transaction. This is relevant, for example, in cases in which the contributors to a broadcast item should receive royalties payment immediately after the broadcast item has aired. In this case, the business transaction triggers the system to calculate the outgoing royalties owed to the licensors.

Effects on System Administration For information about system administration tasks, see Configure Transaction-Based Outgoing Royalties Settlement.

Effects on Customizing For information about the Customizing settings required for this function, see Configure Transaction-Based Outgoing Royalties Settlement.

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1.17.1.5.2.7 Cross-Contract Advances (New)

Use As of SAP CRM 7.0, you can use cross-contract advances to assign advance references across contracts and to specify more than one advance reference in a contract. This function is only available for license acquisition contracts. To assign a cross-contract advance between contracts, both contracts must have the following: Assigned transaction type that is eligible for cross-contract advances Same licensor Same document currency Valid advance group, which means that at least one item in the advance group has a status other than completed or rejected

If a license acquisition contract meets the conditions described above, you can assign the acquisition contract as an advance reference in a royalty scope. You also can define in the contract the sequence in which the system must recoup the advances during billing. During billing, the system then uses the sequence you specified for advance recoupment instead of any entries for a sort sequence in Customizing activity Clearing Control. The update group that is used for the clearing control is enhanced for contracts eligible for cross-contract advances. The update group contains only the licensor as key, which means that all items from all contracts for a licensor are included in the update group. However, the system deletes all advance items that are not maintained in the contract from the update group, so that only the referenced advance items can be used to create a clearing item.

Effects on System Administration For information about system administration tasks, see Configure Cross-Contract Advances.

Effects on Customizing For information about the Customizing settings required for this function, see Configure Cross-Contract Advances.

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1.17.1.6 CRM-IM-IPM-RIN

Rights Inventory Analysis

1.17.1.6.1 Enterprise Services: Rights Availability Inquiry (New)

Use As of SAP CRM 7.0, you can use the process component Intellectual Property Rights Inventory Management with its business object Intellectual Property Rights Availability Inquiry. This allows you to enable enterprise services that access the SAP IPM central rights repository to retrieve information about the exploitation of intellectual properties (IPs). You can use these services to retrieve accurate, up-to-date information about the rights availability for an IP. The exploitation of IPs involves a variety of specialized third-party systems, including: Program Scheduling Program Planning Digital Asset Management Media Distribution

The enterprise services for rights availability inquiries allow you to integrate rights availability information into these systems. The business object Intellectual Property Rights Availability Inquiry comprises the following three synchronous service operations that use the request and response pattern: IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In Message Type Request: IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQuery_sync Message Type Response: IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateResponse_sync

IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateQueryResponse_In Message Type Request: IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateResponse_sync Message Type Response: IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateResponse_sync

IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateQueryResponse_In Message Type Request: IntlectlPrptyRights AvailabilityInquiryCRMSingleProductSimulate Query _sync Message Type Response: IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateResponse_sync

Service operations in detail: The IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In service operation retrieves the rights state for one or more IPs on an aggregated group level. This service does not

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provide detailed information about the related or subordinate IPs. The IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateQueryResponse_In service operation retrieves the same level of aggregated state on the group level as the IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In service operation, but can also answer multiple (bulk) requests within one operation. The IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateQueryResponse_In service operation retrieves the detailed status and information, such as the market segment (rights dimensions) for a single IP specified and its subordinate IPs, if requested.

Effects on Customizing To enable the enterprise services for the rights availability analysis, you must make the settings in Customizing activity Map Code Values to Rights Dimension Values.

1.17.1.6.2 Rights Availability Analysis (Enhanced)

Use As of SAP CRM 7.0, the rights availability analysis for Intellectual Property Management (IPM) has been enhanced as follows: You can configure the system to add new intellectual property (IP) search options based on set type attributes. For more information, see Effects on System Administration. You can implement your own availability calculation logic for the rights availability analysis. For example, you can change the logic to specify which rights or subordinate IPs are considered in the rights availability calculation. For more information, see Effects on Customizing. The system displays a warning message when you view the Availability Overview screen if you have changed the availability criteria after executing the rights availability analysis. You can choose to view either the rights availability for an IP, or for an IP and its subordinate IPs: You choose the Current IP pushbutton to view the rights availability for the selected IP in the Available Rights and Summary - All Missing Rights assignment blocks. The system displays the available or missing rights on the IP level. This means that only the rights for the selected IP display, without taking into account the subordinate IPs. You choose the Combined IPs pushbutton in the Available Rights and Summary - All Missing Rights assignment blocks to see the combined rights for all IPs in the hierarchy. In this case, the system includes the selected IP and all its subordinate IPs in the rights availability calculation.

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You can now search for IPs and execute the rights availability analysis in one step by choosing Search and Execute from the IP Selection screen. You can now execute the rights availability analysis from the Availability Criteria screen and from the Availability screen even if you have not selected any IPs. In this case, the system uses the criteria you specified on the IP Selection screen to perform the search. NOTE If you have not specified any criteria on this screen, the system considers all IPs in the rights availability analysis.

Effects on System Administration For information about extending the search for IPs, see SAP Note 1026956.

Effects on Customizing To implement your own availability calculation logic in the rights availability analysis, use Business Add-In (BAdI) Calculation Flexibility in the Rights Availability Analysis (CRM_IPM_RAA_INFL_CALC_BDEF).

1.17.1.6.3 Rights Availability Analysis - License to Third Party Scenario (New)

Use As of SAP CRM 7.0, the License to Third Party scenario is available for the rights availability analysis. This offers the following functions when you create a rights availability request: You can specify a timeframe within which to search for the rights you wish to license to a third party. This timeframe can be expressed as a particular duration, for example, six months, two years, or 50 days. The system displays rights availability results on the Availability Overview screen sorted by aggregated status and product description. The detail status displayed in the last column of the Availability Overview table can contain two additional values: MTAL: Corresponds to intellectual properties (IPs) in which all rights criteria are met PTAV: Corresponds to IP in which the rights criteria are partially met

The rights are considered as met in all criteria if the requested rights are fully met within the timeframe. The rights are considered as partially met if the requested rights are partially available within the timeframe. The rights are considered as not available if the requested rights are not met within the timeframe.

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The rights that are met in all criteria display on the Criteria Fully Met screen. The rights that are partially met display on the Criteria Partially Met screen. The rights are displayed in table format. You can create sales contracts from the Criteria Fully Met and Criteria Partially Met screens by selecting one or more rows. The system displays the IP count and row count information on the Criteria Fully Met and Criteria Partially Met screens.

1.17.1.6.4 Release Dates Relevance (New)

Use As of SAP CRM 7.0, you can deactivate the release dates for an intellectual property (IP). Release dates allow you to control the automatic release of rights using generation rules. This function is primarily relevant to media companies that require window management, such as entertainment companies. For media companies that do not require this, it is not necessary to generate the release dates when you generate the rights for an IP, since the Rights Owned or Rights Owned (Granting Ref.) are already available for sale. Therefore, this release of IPM enables the system administrator to ignore the release dates in the rights calculations.

This function affects the following applications: IP Release dates generation (SAP GUI version) Rights availability analysis Collision check in the license sales contract

IP Overview

The IP Overview screen displays the rights in the same way as in the previous release, but the Release Dates (IPM_RELDAT) set type is optional when you configure the categories in the product configuration. When an IP is displayed, the assignment block behavior depends on the following system settings:

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If the Release Dates set type is not assigned to the product category, the Release Dates assignment block does not display on the IP Overview page. If the Release Dates set type is assigned to the product category, but the availability profile assigned to the product category does not use the release dates, the assignment block displays. However, this assignment block is labeled inactive and the system does not include the release dates in the IP availability calculation.

Additional Checks in the IP: The system performs a new check when you assign a generation formula to an IP. An error message displays if the generation formula assigned results in an inconsistency in release dates handling, or if it deactivates the release dates. If the release dates are activated for the IP, the system performs the check to determine whether the IP is linked to a sales contract on the Release Dates. If the release dates are deactivated, this check is performed on the Rights Owned or Rights Owned (Granting Ref.) instead, depending on the generation formula specified.

Release Dates Generation

For the SAP GUI application, the system does not generate the release dates for IPs that do not consider the release dates.

Rights Availability Analysis

There is a new check in the rights availability analysis. If the IP does not consider release dates, the system does not display the Not Released assignment block in the Availability step of rights availability analysis.

Collision Check in the License Sales Contract There is a new check in the collision check for sales contracts. If the IP does not consider release dates, the collision check in sales contract bypasses the release dates handling.

Effects on Existing Data

If the IP base category contains the Release Dates set type, you can deactivate the release dates for IPs that were created in a previous release. To do so, proceed as follows:

1.

Assign a generation formula that is mapped to an availability profile that does not consider the

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release dates. 2. Create a mapping from the product category to an availability profile that does not consider the release dates.

Effects on Customizing To activate or deactivate the release dates, you must make the following settings in Customizing for Intellectual Property Management: Assign an availability profile to a generation formula. To do so, use Customizing activity Define Formulas for Generating the Rights Owned.

Assign a product category to an availability profile. To do so, use Customizing activity Define Availability Profile for Product Category.

1.17.1.6.5 Rights Availability Analysis for SAP GUI (Deleted)

Use As of SAP CRM 7.0, the rights availability analysis function is no longer available in the SAP GUI application. Use the CRM WebClient user interface (UI) for rights availability requests.

1.18 CRM-IT

Telecommunications

1.18.1 Financial Customer Care and Dispute Management (Enhanced)

Use

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As of SAP Customer Relationship Management 7.0, the following processes are new or enhanced: Note: All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 Enhancement Package 4 at the lowest as the back-end system. For further information on release dependency, see SAP notes 1075410 and 746475. Installment Plan Correspondence creation is now also possible during change and deactivation of an installment plan

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

Worklist/Workitem Usage of work item by dunning by dunning procedure and correspondence dunning. Related documents # based on the document management integration. Correspondence creation using a guided activity. Flexible access to Worklist, My Work items and Work item Search. Configurable default views for work item display. Synchronization between work item and interaction record.

Dunning History Display of champion challenger information in the dunning history.

Promise to Pay Standard search View including search profile with customizing and eventin back-end. Collections Master Data Filtering

Account Balance - Open Item List Display of information regarding release to external collection agency and debt recovery score. Release to external collection agency. Write off items.

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BI Content for FCC and Collections Event logging framework is enhanced by the BDC object work item. (The corresponding extraction of the workitem itself is supplied by the ERP system. See Release Note Integration with Business Intelligence.) Several actions in views of financial customer care are logged. (For a complete list of actions see Customizing for Customer Relationship Management and choose Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events in Repository, especially the events with a name starting with "FICA").

Further information can be found in the Business Information (BI) system. Dispute Management Integration(for Telco & Insurance) Integration of CRM Interaction Center WebClient with ERP FI-CA (New)

Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager. See also For more information on the functions of the individual business processes for the business scenario Financial Customer Care for Public Sector, see SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> SAP CRM 7.0 -> Application Help -> Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.18.2 CRM-IT-BI

Integration to Billing System

1.18.2.1 Integration of CRM Interaction Center WebClient with ERP FI-CA (New)
Use As of SAP CRM 7.0, you can use the CRM Interaction Center WebClient to exploit ERP Contract Accounts Receivable and Payable (FI-CA) functions as follows: Display all FI-CA documents assigned to a dispute. Display the details of lists of bills, bill line items, and Event Detail Records (EDRs). In this context, bills originate in an external billing system and are not identical with FI-CA invoices based on FI-CA receivables. Create disputes based on FI-CA objects (missing payments, missing credits, incorrect credits, and incorrect FI-CA documents).

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A single CRM Interaction Center WebClient complaint corresponds to a single ERP FI-CA dispute case.

In an implementation where CRM Interaction Center WebClient and ERP FI-CA are integrated, FI-CA functionality relating to the dispute is available as follows: Dunning Disputed objects and the total disputed amount are available and can be used for dunning reduction. Payments Disputed amounts can be deducted from amounts to be collected. Interest Interest calculations and interest postings can be suspended for disputed amounts.

When configured, the additional FI-CA processes update the dispute as follows: Posted documents in FI-CA can be automatically added to the dispute. The FI-CA dispute case attributes (disputed amount, amount paid, amount credited, amount cleared manually, and amount written off automatically) can be displayed after the documents are posted. When non-FI-CA objects (bills, bill line items, and EDRs) are assigned to FI-CA documents and are disputed in Interaction Center WebClient then dunning, payment, and interest calculation take into account the disputed amount. In this case, incoming payments can be automatically assigned to the dispute case.

You can also create dispute cases directly in the FI-CA back-end system or in Biller Direct. These relevant attributes of dispute cases are replicated into CRM (into complaint based disputes) and are processed in the Interaction Center WebClient.

See also For more Release Note information about Dispute Management, see Financial Customer Care and Dispute Management (Enhanced).

1.19 CRM-IU
1.19.1 CRM-IU-IC

Utilities Industry
Utilities Industry: Interaction Center

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1.19.1.1 Financial Customer Care and Dispute Management (Enhanced)

Use As of SAP Customer Relationship Management 7.0, the following processes are new or enhanced: Note: All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 Enhancement Package 4 at the lowest as the back-end system. For further information on release dependency, see SAP notes 1075410 and 746475. Installment Plan Correspondence creation is now also possible during change and deactivation of an installment plan

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

Worklist/Workitem Usage of work item by dunning by dunning procedure and correspondence dunning. Related documents # based on the document management integration. Correspondence creation using a guided activity. Flexible access to Worklist, My Work items and Work item Search. Configurable default views for work item display. Synchronization between work item and interaction record.

Dunning History Display of champion challenger information in the dunning history.

Promise to Pay Standard search View including search profile with customizing and eventin back-end. Collections Master Data Filtering

Account Balance - Open Item List

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Display of information regarding release to external collection agency and debt recovery score. Release to external collection agency. Write off items.

BI Content for FCC and Collections Event logging framework is enhanced by the BDC object work item. (The corresponding extraction of the workitem itself is supplied by the ERP system. See Release Note Integration with Business Intelligence.) Several actions in views of financial customer care are logged. (For a complete list of actions see Customizing for Customer Relationship Management and choose Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events in Repository, especially the events with a name starting with "FICA").

Further information can be found in the Business Information (BI) system. Dispute Management Integration(for Telco & Insurance) Integration of CRM Interaction Center WebClient with ERP FI-CA (New)

Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager. See also For more information on the functions of the individual business processes for the business scenario Financial Customer Care for Public Sector, see SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> SAP CRM 7.0 -> Application Help -> Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.20 CRM-CA
1.20.1 Rule Builder (New)
Use

CRM Cross-Application Components

As of SAP CRM 7.0, you can use the application for defining, creating and changing the rules for loyalty management or territory management.

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In loyalty management, a member activity is processed against the rules created with the rule builder, resulting in an action being performed. For example, if a member of a loyalty program takes a flight, the rules are processed and the member earns miles or points. In territory management, you use rules to define the scope of a territory. For example, you can specify a country and certain postal codes to define the geographical region that a territory covers. You can also specify which account and/or products fall under a territory, or which sales area is responsible for a territory.

Effects on Customizing Make settings in Customizing for Customer Relationship Management under CRM Cross-Application Components -> Rule Builder. See also Loyalty Management (New) Territory Management (Enhanced)

1.20.2 Changes to Customizing Structure for CRM Cross-Application Components

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> CRM Cross-Application Components has changed as follows: The section Rule Builder is new. The activity Check Entire Model for Transactions has been renamed Extend Model for Business Transactions with New Relations and moved from Customer Relationship Management -> CRM Cross-Application Components -> Generic Interaction Layer/Object Layer -> Component-Specific Settings to the new section Business Transactions under Component-Specific Settings. This section contains two new activities: Extend Model for Business Transactions with New Nodes Define Custom Handler Classes for Business Transaction Model Nodes

The section Multilevel Categorization contains two new activities: Assign Transaction Types to Catalog Categories Assign Item Categories to Catalog Categories

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1.21 CRM-MD

Master Data

1.21.1 Changes to Customizing Structure for Master Data

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Master Data has changed as follows: Territory Management The following activities are new: Define Number Range Intervals for Territory Hierarchy Levels Territory Attributes -> Maintain Territory Attributes Territory Attributes -> BAdI: Implement Business Logic for Additional Attributes Territory KPIs -> Activate / Deactivate KPIs Territory KPIs -> Additional KPIs -> Define Additional KPIs Territory KPIs -> Additional KPIs -> BAdI: Implement Business Logic for Additional KPIs Data Transfer -> Migrate Territory Attributes to the Rule Builder Master Data Notifications Business Add-Ins -> BAdI: Implement Business Logic for Changes in Accounts Data Business Add-Ins -> BAdI: Implement Business Logic for Changes in Product Data

The following activities have been deleted: Activate / Deactivate Attributes Additional Attributes -> Define Additional Attributes Additional Attributes -> Maintain Additional Attributes Maintain Territory Hierarchy Products The following activities are new:

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Products -> Basic Settings -> Define Dependent Value Helps for Attributes Products ->Business Add-Ins: BAdI: Addition/Removal of History Blocks BAdI: Changes to History Data

Products -> Objects -> Define Object Family Groups Products -> Objects -> Object Settings for Service Transactions -> Define Object Relationships Products -> Objects -> Object Settings for Service Transactions -> Define Operating System Versions Products -> Objects -> Object Settings for Service Transactions -> Define Filter Criteria for Service Transactions Assignment Block Products -> Objects -> UI Object Type Determination -> Define UI Object Type Determination Products -> Objects -> UI Object Type Determination -> Define UI Object Subtype Determination Installed Base

The section Replication of Equipment from SAP ERP has been renamed Replication of Technical Objects from SAP ERP. The following activities are new: Replication of Equipment from SAP ERP > Replication of Functional Locations: Prerequisites and General Information Replication of Equipment from SAP ERP -> Define Default Settings for Replication of Functional Locations Replication of Equipment from SAP ERP -> Business Add-Ins -> BAdI: Creation of Objects by Functional Location Download The activity BAdI: Equipment Download has been moved to this new subsection and renamed BAdI: Creation of Objects by Equipment Download. Define Authorization Groups

Knowledge Articles The section Knowledge Articles is new.

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1.21.2 CRM-MD-TM

Territory Management

1.21.2.1 Territory Management (Enhanced)

Use As of SAP CRM 7.0, territory management is enhanced to help you better organize and structure your sales markets. The various phases in territory management - starting with the initial design and assignment of territories through continuous management and administration, provide the following new functions: Assign business rules to territories to support complex sales market structures. Here you use attributes along with operators [AND/OR/NOT/In Between] to define the scope of a territory. For example, a territory defined by postal code BETWEEN 18500 AND 18520 and business partner is John Smith but NOT where product is frozen foods. Use key performance indicators like the number of leads in each territory, to simulate various territory re-alignment scenarios and choose an equitable distribution of resources across territories. Use search-based reports to optimize territory structures by locating gaps in territory assignments (for example, territories that have not been assigned to accounts), and reassigning territory responsibility (when an employee responsible is on vacation ). These reports allow you to collectively identify all territories matching the search criteria and maintain them. Use the data archiving function to control database size and to ensure long-term access to territory master data. Create and override territory assignments in the Accounts application. Use territory-based field checks when creating business transactions like sales order or quotations, and use territory-related search criterion in the accounts and products applications. This allows you to align ownership of accounts, product and business transactions with territory ownership.

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

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

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Effects on Customizing Make settings in Customizing for Customer Relationship Management under Master Data -> Territory Management. For information about the configuration settings you have to make for search-based reports, territory-based field checks, and to add territory-related search criterion refer to configuration documentation for the Territory Processing business process in the SAP Solution Manager. See also Rule Builder (New) For information about changes to the Territory Management Customizing structure refer to the Changes to Customizing Structure for Master Data..

1.21.3 CRM-MD-BP

Business Partners

1.21.3.1 Business Partners: Integration of Cases (New)

Use As of SAP CRM 7.0, the Related Cases assignment block can be integrated into the account, contact, and employee overview pages. It shows all cases related to the specific account, contact, or employee and enables navigation to the case details based on hyperlinks. You have the following options from within the assignment block: Add existing cases to the respective business partner (account, contact, or employee), and search for the relevant cases using the input help Create new cases Remove assigned cases

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

1.21.3.2 Time-Dependent Contact Relationships (New)

Use

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As of SAP CRM 7.0, contact relationships established between accounts and contacts have a validity period. This provides a time frame within which a contact is relevant for business transactions, such as activities, opportunities, sales orders, or sales order quotations. The main changes are as follows: "Valid From" and "Valid To" fields: On the Account overview page in the Contacts assignment block In the search result on the Contact page and the Contact search help On the Contact overview page

A new assignment block on the Account overview page showing the accounts that are not currently valid. The workflow template 53000005 has been enhanced for channel management purposes to delete users that are assigned to contacts that have become invalid. The workflow is triggered whenever a contact relationship is deleted or becomes invalid. The report BUPTDTRANSMIT is used to detect whether any contacts have become invalid and should be scheduled as a regular background job. Replication with SAP ERP: If a contact relationship becomes invalid in SAP CRM, the contact person is deleted in SAP ERP. If a contact is currently valid in SAP CRM but deleted in SAP ERP, the contact is by default deleted in SAP CRM. However, you can restrict the validity of the contact relationship instead of deleting it, by activating the function module CRM_BUPR_RESTRICT_CONTACT using transaction CRMC_BUT_CALL_FU.

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

1.21.3.3 CRM: Create User (New)

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

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If you are using SAP ERP Human Capital Management (SAP ERP HCM), employee data is distributed automatically to the SAP CRM system using Application Link Enabling (ALE). Users are automatically created in the SAP NetWeaver Identity Management system; an administrator assigns business roles to these users in SAP NetWeaver Identity Management. The users are then automatically created with the according PFCG roles, and assigned to employees in SAP CRM based on the personnel number previously acquired from SAP ERP HCM. If you are not using SAP ERP HCM, users and employees are automatically created in SAP CRM based on the data received from SAP NetWeaver Identity Management. The users are automatically assigned to employees in SAP CRM.

A user who logs in to the CRM WebClient UI can then immediately start working in SAP CRM. Prerequisites You have installed SAP NetWeaver Identity Management 7.1.

1.21.4 CRM-MD-PRO 1.21.4.1 CRM-MD-PRO-OBJ

Products Objects

1.21.4.1.1 IT Infrastructure Item Objects (New)

Use As of SAP CRM 7.0 you can create IT infrastructure item objects using a new IT Item (0404) object family. The IT object management process of IT service management (ITSM) allows you to account for the IT infrastructure items within the organization that are relevant for efficient incident, service request, problem and request for change processing. The IT Item Object overview page contains a new additional Infrastructure Data assignment block with related data such as Host Name, IP Address and Gateway.

Effects on Customizing You can define operating system versions. You do this in Customizing for Customer Relationship

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Management under Master Data -> Products -> Objects -> Object Settings for Service Transactions -> Define Operating System Versions. See also Objects (Enhanced)

1.21.4.1.2 Objects (Enhanced)

Use As of SAP CRM 7.0 you can do the following; Display, add, change and delete relationships between objects in a new Object Relationships assignment block on the Objects overview page Relationships can be defined to represent a one-to-one (1:1) or a one-to-many (1:N) association, have validity dates, and have an active or inactive status. A change history is also available to record when changes to a relationship occur and who makes them. Display the service transactions which list the object as a reference object in a new Service Transactions assignment block on the Objects overview page Display equipment details downloaded from SAP ERP in a new Equipment Details assignment block on the Objects overview page Copy an object structure The copy functionality has now been extended to allow you to create copies of object structures. You can choose to create a single copy or multiple copies from the same procedure. Note: Business partner and warranty information is not copied into the new structure.

Effects on Customizing You define object relationships and assign them to object families. You do this in Customizing for Customer Relationship Management under Master Data -> Products -> Objects -> Object Settings for Service Transactions -> Define Object Relationships You restrict the transactions that are displayed in the Service Transactions assignment block (for example, to certain transaction types). You do this in Customizing for Customer Relationship Management under Master Data -> Products -> Objects -> Object Settings for Service Transactions -> Define Filter Criteria for Service Transactions Assignment Block.

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1.21.4.2 CRM-MD-PRO-IF

Data Exchange Data Exchange Products

1.21.4.2.1 CRM-MD-PRO-IF-PRO

1.21.4.2.1.1 Replication of Bills of Material (New)

Use As of SAP CRM 7.0 you can replicate bills of material (BOMs) to SAP CRM from SAP ERP. This function is supported as of SAP enhancement package 4 for SAP ERP 6.0. You can replicate BOMs that are defined for the following types of master data in SAP ERP: Material Equipment Functional location

A BOM is a list of materials that are constituent components of the above entities. These materials are included in the product proposal in service transactions, thereby providing your service employees with more accurate, transaction-specific information. When replicated to SAP CRM, BOMs are represented as lists of products, linked by means of relationship types with the following: Products representing materials replicated from SAP ERP Objects representing equipment and functional locations replicated from SAP ERP

The entries in a BOM are displayed in the Service Parts - ERP assignment block in product and object data. You cannot change this data in SAP CRM. Bill of Materials for Reference Product A material that is assigned to a piece of equipment in SAP ERP as a construction type is represented as the reference product in the equipment object in SAP CRM. If a BOM exists for this material in SAP ERP, this is shown in the Referenced Service Parts - ERP assignment block in the equipment object in SAP CRM. Bills of Materials in Transactions You can assign a product or object from SAP ERP as a reference product for a service contract (and quotation), service order (and quotation), or service confirmation in SAP CRM. If this reference product has a BOM assigned to it in SAP ERP, the products from the BOM are included in the product proposal for transaction items. Restrictions for Replication of BOMs Only BOM items of the following item categories are downloaded: I (PM structure element)

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L (Stock item) N (Non-stock item)

Only group BOMs or BOMs from a specific plant are downloaded. This is because structured products cannot be defined for a specific organization, but are always valid across clients. BOMs in which a material is used multiple times as a component are not downloaded. BOMs in which a configurable product is used as a header product or component are not downloaded. Prerequisites for Replication of BOMs

Activate and set filters for middleware adapter object The adapter object BOM_ERP is used to replicate BOMs. Before you can replicate data, you need to activate this object in transaction R3AC1 and set a filter for the fields WERKS (plant) and STLAN (usage type) for tables MAST (material), EQST (equipment), and TPST (functional location). You can only set one active filter per table for each of these fields. If you do not define a filter for a particular entity, BOMs are not downloaded for that entity. Check whether higher-level objects are downloaded from SAP ERP You need to have downloaded the objects to which the BOMs are assigned. You can use transaction R3AM1 to check whether they have been downloaded. Assign relationship types to categories for higher-level objects In the CRM WebClient UI on the Product Hierarchy page, assign the relationship types BOMHEDS and BOMITMS to the following categories: Material categories that you have downloaded from SAP ERP Category OBJ_0401 for equipment

Category OBJ_0403 for functional locations Note: On the Product Hierarchy page, you can also specify for each category whether you want BOM products for the reference product to be included in the product proposal.

1.21.5 CRM-MD-INB

Installed Bases

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

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Use As of SAP CRM 7.0 SP01, an additional index table is available to improve system performance during partner-based searches across installed bases. This can be necessary in the case of large installed bases, and when searches are run using the search options Header Using Partner Data and Component Using Partner Data. With this release, the concept of features is introduced in installed base management. Features are pieces of functionality that can be optionally activated. The additional index table for partner-based searches is a new feature. A new Customizing activity is available that shows whether this feature and features available in future releases are active. You can find this activity in Customizing for Customer Relationship Management, under Master Data -> Installed Base -> Display Feature Activation Status.

Effects on System Administration To fill the index table IBPART_IDX, you run the program IBPART_IDX_CREATE_INDEX (Create Partner Index for IBase). The table is updated each time an installed base or component is saved. Ensure that the program is not set to run in test mode, otherwise the index table is not filled. To empty the index table, you run the program IBPART_IDX_DELETE_INDEX (Delete Partner Index for IBase). This program also deactivates the indexing feature.

1.21.5.2 Search Driven by Serial Numbers

Use As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion Serial Number to search for the following business objects: Objects Installed bases Service orders Service confirmations Service contracts Complaints Returns

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

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To enable other object attributes in the search: 1. 2. Append the attribute to the object attribute search structure CRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance. Maintain the attribute included in this structure in the object search mapping table CRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction View Cluster Maintenance. Assign the attribute to the respective design layer attribute within the respective context node in the search view for the object. Use transaction BSP WD Component Workbench. Enable the object search attribute on the respective search view configuration. Use transaction BSP WD Component Workbench.

3. 4.

1.21.5.3 Replication of Equipment Betw. SAP ERP and SAP CRM (Enhanced)
Use You can replicate equipment in SAP ERP as object components of installed bases in SAP CRM. As of SAP CRM 7.0 and SAP enhancement package 4 for SAP ERP 6.0, the following enhancements are available in the equipment replication function: Assignment of equipment to functional locations in SAP CRM If you use the new replication function for functional locations (see the release note Replication of Functional Locations from SAP ERP to SAP CRM (New)), equipment installed at a functional location in SAP ERP is inserted in the installed base structure in SAP CRM below the object component representing the functional location. Assignment of SAP ERP construction types as reference products for equipment objects in SAP CRM If a piece of equipment has a construction type maintained, the corresponding material is assigned as the reference product of the equipment object in SAP CRM. Warranty information for SAP ERP equipment If a customer/vendor warranty start and end date is entered in SAP ERP for a piece of equipment, SAP CRM checks for a corresponding customer/vendor warranty in the SAP CRM system when the equipment is downloaded. If a warranty template exists for the sales area and reference product of the equipment in SAP CRM, this is automatically copied to the Warranties assignment block of the object. The warranty validity dates in this block are copied from SAP ERP.

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Effects on Data Transfer If you want to transfer warranty information from SAP ERP to SAP CRM, you need to start transaction R3AC1 and ensure that, for the business adapter object EQUIPMENT, the source table BGMKOBJ is not set to Inactive.

1.21.5.4 Replication of Functional Locations from SAP ERP to SAP CRM (New)
Use As of SAP CRM 7.0 you can replicate functional locations from SAP ERP to SAP CRM. This function is supported as of SAP enhancement package 4 for SAP ERP 6.0. In SAP CRM, functional locations are represented as object components of an installed base. The structure of functional locations is also replicated, and reflected in the installed base structure. If you replicate functional locations and pieces of equipment, the assignment of equipment to functional locations is also reflected in the installed base structure. The following replication processes are available: Initial download of functional locations from SAP ERP to SAP CRM Delta download of functional locations that have been created, changed, or deleted Delta upload (SAP CRM to SAP ERP) of changes to the assignment of equipment to a functional location (installation/dismantling) See also the release noteReplication of Equipment Betw. SAP ERP and SAP CRM (Enhanced).

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

Effects on Customizing To enable replication of functional locations, you need to make the settings described in Customizing for Customer Relationship Management under Master Data -> Installed Base -> Replication of Technical Objects from SAP ERP -> Replication of Functional Locations: Prerequisites and General Information. You make default settings for the replication of functional locations in the above Customizing section, in

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the activity Define Default Settings for Replication of Functional Locations. If required, you can use a Business Add-In (BAdI) to influence the replication of functional locations from SAP ERP to SAP CRM. You can find this BAdI in the above Customizing section under Business Add-Ins -> BAdI: Creation of Objects by Functional Location Download.

1.21.5.5 Authorization for Installed Bases (New)

Use As of SAP CRM 7.0 you can control user authorization for displaying, changing, and creating installed bases. Authorization control for installed bases uses the authorization concept for Application Server ABAP. For each user, you can determine authorization depending on the following: The authorization group assigned to an installed base You define authorization groups in Customizing. The new field Authoriz. Group is available on the Installed Base page, in the General Data block. The installed base category

The new authorization object CRM_IBASE (Authorization Object for Installed Base) is available with the following fields: ACTVT (Activity) The possible values of this field are: 01 (Create or Generate) 02 (Change) 03 (Display)

IB_AUTHG (Authorization Group for Installed Base) IB_IBTYP (Installed Base Category)

For the relevant role, you define values for the above fields in an authorization profile, thereby determining which actions users with that role can perform, and which installed bases they can display, change, and create. When you define an authorization profile, you should add authorization levels incrementally, as follows: 1. 2. 3. Display Change (precondition is Display authorization) Create or Generate (preconditions are Display and Change authorization)

Authorization profiles should not be set up as follows: Note Create but no Change or Display authorization Change but no Display authorization

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The authorization object IB_IBASE is not used in SAP CRM. Effects on User Navigation The authorization check does not influence whether or not certain options (such as the Create button or hyperlinks to assigned installed bases) are displayed on the user interface. If a user does not have sufficient authorization for an installed base, a message is displayed. The search results list for installed bases only contains installed bases for which the user has at minimum a display authorization. When a user creates or changes an installed base, he can only assign an installed base category or authorization group for which he has at least display authorization.

Effects on System Administration If you restrict display authorization to installed bases, you can also consider configuring the relevant business role for the CRM WebClient UI so that users cannot navigate to the Installed Base page. Effects on Customizing You define authorization groups in Customizing for Customer Relationship Management under Master Data -> Installed Base -> Define Authorization Groups.

1.21.5.6 Installed Base Structure (Enhanced)

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

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

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1.22 CRM-BF

Basic Functions

1.22.1 Multilevel Categorization (Enhanced)

Use As of SAP CRM 7.0, the following functions in multilevel categorization have been enhanced or added: Determination of categorization schemas In addition to the existing mapping of categorization schemas to subject profiles, you can now map categorization schemas directly to transaction types and item categories. In turn, the transaction types and item categories are mapped to catalog categories. If you want to influence the response profile and warranty determination via multilevel categorization, you have to continue mapping the relevant categorization schemas to subject profiles. For the applications using multilevel categorization, different standards apply: The mapping of categorization schemas to transaction types is delivered predefined for service requests (incidents), problems and requests for change. Changing the predefined mapping requires additional configuration steps, described in SAP Solution Manager. The mapping of categorization schemas via subject profiles is delivered predefined for the standard CRM WebClient business transactions service order and complaint. Changing the predefined mapping requires additional configuration steps, described in SAP Solution Manager. Mapping categorization schemas to item categories requires additional configuration, described in SAP Solution Manager. Mapping categorization schemas to transaction types and item categories is not available for the IC-specific business transactions service ticket, service order and complaint.

Multiple blocks of categorization fields You can now use multiple blocks of categorization fields in your applications. Mapping categorization schemas to transaction type/catalog category, and item category/catalog category combinations, enables you to assign multiple schemas to one transaction type or item category. Thus, you can now integrate several schemas on header and item level in your applications. These are displayed in separate blocks of categorization fields. This option is not available when mapping categorization schemas to subject profiles. Service requests (incidents), problems and requests for change are delivered predefined for using two blocks of categorization fields on header level: Subject and Reason. Automatic item determination For service requests (incidents) and problems, you can now use the automatic item determination based on multilevel categorization. The automatic item determination via multilevel categorization overrides the settings in Business Add-In (BAdI) Product Assignment for Creation of Service Items that is otherwise used for the item determination. If the system cannot determine the item for the corresponding business transaction via the categorization schema, the BAdI is called.

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Find related objects For service requests (incidents), problems, and requests for change, you can now use the find related objects function and influence it via the multilevel categorization. The system then proposes objects with the same category assignments, for example knowledge articles. If you want to display the related objects, you have to click the More button in the CRM WebClient UI. The following functions were previously available only in the interaction center (IC), and are now also available for the standard CRM WebClient business transactions service order and complaint: Auto complete When creating or changing categorization schemas, you can assign templates, for example service order templates, to categories. If you select the relevant category in the application, for example the service order, you can choose More -> Auto Complete to transfer the data from the relevant template. Auto suggest of categories via product You can assign products to categories in a categorization schema. If you enter a product on header level in the application using multilevel categorization, the category fields are automatically filled.

Effects on Customizing To use the enhanced functions, you have to make the settings in the following Customizing activities in Customizing for Customer Relationship Management, under CRM Cross-Application Components -> Multilevel Categorization: Define Application Areas for Categorization Assign Transaction Types to Catalog Categories Assign Item Categories to Catalog Categories

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

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

Use As of SAP CRM 7.0, you can use an outbound Web service to integrate intelligent device management (IDM) software into the counter function in usage-based service contract processing. With the Web service, you can automatically send reading reminders to the integrated IDM software. The IDM software then creates the counter readings in the Usage Overview assignment block of the

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usage-based service contract. The Web service definition is delivered in XML format in SAP Note 1222954, together with information on how to define the interface to the IDM software.

1.22.3 Worklist (Enhanced)

Use As of SAP CRM 7.0, the worklist has been enhanced in the following way: You can now add notes as attachments to workflow tasks in the worklist. You can access the new function in the Attachments assignment block of the workflow task details. The notes are stored as plain text files and not deleted during workflow processing. The business object inbox of the worklist has been renamed to business transaction inbox.

1.22.4 Changes to Customizing Structure for Basic Functions

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Basic Functions has changed as follows: The section Payment Cards has been restructured. The activities in the former subsection Settings for Transactions are now found under Basic Settings and Settings for Authorization. The section Communication Management Software Integration is new.

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1.22.5 CRM-BF-E2C 1.22.5.1 Email2CRM (New)

Use

Email To CRM

Starting with SAP CRM 7.0, you can use Email2CRM (customizing transaction e2c) to enable the field sales force to access data from the CRM system and to create data in the CRM system using e-mails (plain text and XML). The following functions are available: You can create new services that can be accessed with e-mail. You can configure usage authorizations for each service by role or by user. You can request, by e-mail, the list of system services that you have authorization to use. You can create new business documents, such as leads, by using simple e-mail technology. You can create Adobe Forms based templates for data entry using the Adobe LiveCycle Designer ES program. You can create new business documents by extracting XML data from Adobe Forms sent to the CRM system by e-mail. You can search for customer master data, such as address data. You can also search for customer transaction data, such as open leads or service orders.

Advantages Email2CRM has the following advantages: You can use Email2CRM with any device capable of sending text based email. No additional software or configuration is needed for e-mail devices to access Email2CRM. Email2CRM uses the existing SAPconnect functionalities.

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

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1.22.6 CRM-BF-PC

Payment Cards

1.22.6.1 Billing of Payment Card Transactions (New)

Use As of SAP CRM 7.0 you can use CRM billing to process payment card transactions. Previously, billing of payment card transactions was only possible in SAP ERP. In SAP CRM, you can perform billing for all business transactions that support payment cards: Sales and service orders Sales and service contracts Service confirmations

The general process of billing with payment cards is the same as with SAP ERP billing: 1. You enter payment card information in the Payment Method assignment block in the business transaction and authorization takes place automatically or is entered manually by an employee after communication with the clearing house. When billing takes place and transfer to accounting begins, the billing component checks whether sufficient valid authorized amounts are available in the preceding transaction. There must be sufficient authorization for each billing document item. If sufficient authorizations are available, billing and payment card data is transferred to SAP ERP accounting.

2.

3.

New Features with SAP CRM Billing Once a billing document for a payment card transaction is saved, the Payment Cards assignment block on the Billing Documents page shows the payment card data and the used authorized amount(s), provided that: The document is not blocked for transfer to accounting. Valid and unused authorizations are sufficient to cover the gross value of each billing document item. Transfer to accounting was successful.

Once billing data for payment card transactions has been transferred to accounting, you can display the relevant billing document ID in the Payment Method assignment block of the preceding transaction. You can also display the used authorization amounts. If authorized amounts are insufficient when billing takes place, a reauthorization call to the clearing house is triggered automatically for the missing amount. If reauthorization fails for technical reasons or if the valid authorized amount is still insufficient, the billing document is marked as having an error and is not transferred to accounting. You can restart the transfer to accounting for billing documents with failed or insufficient authorization. By doing this you trigger another reauthorization. You can transfer data as follows: On the SAP Easy Access screen under Sales or Service -> Billing -> Transfer Billing

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Documents to Accounting. You select Only Documents with Failed Transfer in the Selection Range field to find billing documents with failed authorization. In the CRM WebClient UI on the Billing Documents page, by using the search criterion Transfer to Acctg Status with the value Document not Transferred. Use the Transfer to Accounting function to transfer relevant billing documents.

New Features with Billing in SAP CRM or SAP ERP Note If you perform delivery-related billing in SAP CRM, payment card authorizations are not checked when the delivery is processed in SAP ERP. Payment card authorizations are also not checked if you use SAP CRM or SAP ERP for delivery-related billing and have implemented the service parts management functions for orders. Intercompany billing does not support payments using payment cards. Effects on Existing Data If you are upgrading from a prior release and CVVs are stored in the database, you can run the report CRM_PAYCARD_CLEAR_CVV to delete the CVVs. You can specify the masking format of payment card numbers. You can activate a log of user access to full payment card numbers.

Effects on Customizing If you want to use SAP CRM billing to process payment card transactions, you need to make the following settings in Customizing for Customer Relationship Management: Activate the feature Payment Card Processing under Billing -> Configure Application. Specify the relevant accounts receivable accounts for transactions using payment cards You do this under Billing -> Integration -> Transfer of Billing Documents to Accounting -> Transfer to Accounts Receivable (FI-AR) and Accounts Payable (FI-AP) -> Sales Transactions: Assign Accounts for Receivables from Payment Cards and Service Transactions: Assign Accounts for Receivables from Payment Cards. Ensure that the payment plan type Payment Card is set under Billing -> System Enhancements -> Maintain Application Dependent Parameters. Check the predefined settings under Basic Functions -> Payment Cards -> Basic Settings -> Make Security Settings for Payment Cards. If you want to do either of the following, implement a Business Add-In (BAdI): Adjust the values for which reauthorization takes place Create new authorizations in the case of cancelled billing documents You can find the relevant BAdI under Basic Functions -> Payment Cards -> Business Add-Ins -> BAdI: Payment Plan Processing.

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

1.22.7 CRM-BF-CFG

Product Configuration

1.22.7.1 External Configurator (New)

Use As of SAP CRM 7.0, in addition to the product configurator in the SAP standard system, you can also integrate one or more external product configurators into your CRM WebClient user interface (UI). You can integrate any product configurator that runs using Web services and has a Web interface. The integration of an external product configurator is supported for the following business objects: CRM sales order CRM sales quote CRM package quotation If your customer creates an order using an external product configurator, that order can be edited in the CRM system. Note For forwarding to an external system, an assignment based on the corresponding enhanced XIF adapter must be developed in the implementation project.

Effects on Customizing You integrate an external product configurator in Customizing for Customer Relationship Management under Basic Functions -> Product Configuration -> Settings for External Configurators .

1.22.7.2 UI Designer of the Product Configurator (New)

Use

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As of SAP CRM 7.0, in the CRM WebClient UI, you can change the display of configurable products. This feature is based on the product model, which is either transferred from the ERP system or created in SAP CRM with the product modeling environment (PME). You can create and assign multiple user interface (UI) models for each version of a product model. You assign a UI model to a specific UI (B2B Web shop or CRM WebClient UI, for example) and to a specific role, if necessary. This display is mainly used to cater to the needs of distribution, the user, and sales. For example, in the call center, often only an order change is received for a configurable product. For this reason, it is important for agents to see all characteristics on one page. In the UI Designer, you can access CRM product master maintenance using assignment block Product Models. Some examples of the objects in the product configuration UI that can be changed include: You can change the sequence of components, groups, characteristics, and values. For each characteristic, you can define the display (dropdown list or radio buttons). You can add pictures. You can arrange the characteristics on pages, which are presented to the user in a step-by-step fashion. You can decide which additional contents (pictures, text, documents) are visible for which characteristics or values.

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

Use As of SAP CRM 7.0, you can use the CRM product configurator for configurable products in an ERP sales transaction. This option is available in both the CRM WebClient UI (including the Interaction Center) and in the CRM Web Channel. In addition, the configuration model must be compatible with the Internet Pricing and Configurator (IPC). For information about the necessary settings for IPC, see SAP Solution Manager. In addition, you can offer changeable product variants. When you implement the Lead-to-Cash scenario, the plant-specific variant must be the same as the cross-plant variant. In this scenario, in addition to the variant search according to fixed variants, you can also configure changeable variants after the fact. Pricing with the IPC can also be used during interactive configuration. For more information about the necessary settings for these features, see SAP Solution Manager.

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Effects on Customizing You can activate Configuration Settings: Activate Pricing and Variant Search for the product configurator. See also For more information about integrating the product configurator into ERP sales transactions, see SAP Solution Manager. For more information about variant configuration in ERP, see SAP Library on SAP Help Portal at http://help.sap.com/erp. In the current documentation, choose SAP ERP Central Component -> Logistics-> Logistics - General (LO) -> Variant Configuration (LO-VC). For information about differences in product configuration between ERP and CRM, see SAP Help Portal at http://help.sap.com/erp. In the current documentation, choose SAP ERP Central Component -> Logistics -> Logistics - General (LO) -> Variant Configuration (LO-VC) -> Product Configuration with the Configuration Engine -> ERP Master Data and Configuration Engine.

1.23 CRM-BE

Billing

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

Use As of SAP CRM 7.0 SP01, the Business Add-Ins (BAdIs) relevant for input processing in billing are grouped in a new section in Customizing for Customer Relationship Management under Billing -> System Enhancements -> Business Add-Ins -> Inbound Processing. The following previously existing BAdIs are available in this section: BAdI: Transfer of SAP ERP Deliveries to Billing Due List (new in Customizing) BAdI: Transfer of Orders to Billing Due List (previously existed only in Customizing for sales transactions) BAdI: XIF: Mapping for Billing Due List

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

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

Use As of SAP CRM 7.0 SP01, the following Business Add-Ins (BAdIs) have been replaced by new BAdIs that offer improved performance and easier implementation: Old BAdI Definition /BEA/BDCPREQ /BEA/BDCPREQC New BAdI Definition BEA_CRMB_BD_CPREQ BEA_CRMB_BD_CPREQC Enhancement Spot BEA_CPREQ BEA_CPREQC

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

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 Billing (Changed). Effects on Customizing The new BAdI definitions can be found in Customizing for Customer Relationship Management under Billing -> System Enhancements -> Business Add-Ins -> BAdI: Copying Requirements BAdI: Copying Requirements for Cancellation

1.23.3 Report for Scheduled Billing in the Background (Changed for SP01)
Use As of SAP CRM 7.0 SP01 a new report is available that provides improved load balancing during batch

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processing. The new report /1BEA/R_CRMB_DL_JOBS_CREATE1 is accessible using transaction /BEA/CRMB06 or from the SAP Easy Access screen under Sales/Service -> Billing -> Create Background Jobs for Billing. It replaces the report /1BEA/R_CRMB_DL_JOBS_CREATE, which was previously accessible with the transaction /BEA/CRMB06. Previously, load balancing was achieved by limiting each batch job to a user-defined maximum number of sold-to parties. The new report no longer uses the maximum number of sold-to parties as a selection criterion. Instead, the system assigns transactions to background jobs, taking into account the following: The maximum number of transactions that can be processed per job This number is derived from the number of transactions selected for processing, divided by the number of jobs specified in the selection criteria. The billing unit (each job can contain transactions for one billing unit only)

Effects on System Administration You can continue to use the old report /1BEA/R_CRMB_DL_JOBS_CREATE if this report runs successfully for your organization and you have created report variants. However, we recommend that you use the new report /1BEA/R_CRMB_DL_JOBS_CREATE1.

1.23.4 Business Add-Ins for Billing (Changed)

Use As of SAP CRM 7.0 generated Business Add-In (BAdI) definitions for billing have been replaced with non-generated BAdI definitions. The BAdIs function as before, however, you need to recreate your implementations of the generated BAdI definitions as described below under "Effects on System Administration". The BAdIs definitions have been replaced as follows: Obsolete Generated Definition Non-Generated Definition Enhancement Spot /1BEA/CRMB_DL_PRC (Pricing: Mapping for Billing Due List) BEA_CRMB_DL_PRC BEA_PRC /1BEA/CRMB_BD_PRC (Pricing: Mapping for Billing Document) BEA_CRMB_BD_PRC BEA_PRC /1BEA/CRMB_DL_XIF (XIF Inbound: Mapping and Validation) BEA_CRMB_DL_XIF BEA_XIF Note that with the new definition of the pricing BAdIs above, the following methods have been replaced: Old Method IN_MAP_HEAD New Method None (method deleted)

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IN_MAP_HEAD1 (as of Release 5.0) IN_MAP_HEAD IN_MAP_ITEM None (method deleted) IN_MAP_ITEM1 (as of Release 5.0) IN_MAP_ITEM

Effects on System Administration In order to recreate existing implementations of generated BAdIs in your system, you need to do the following: 1. 2. 3. 4. 5. 6. 7. Run the report BEAR_GET_OLD_BADI_IMPLS to list all existing implementations of the generated BAdIs. Start transaction SE19 and display one of the current implementations. Start transaction SE19 in a separate session, and create a new enhancement implementation for the relevant enhancement spot listed in the report (see step 1). Create a BAdI implementation for the BAdI definition listed in the report. Create a BAdI implementation class for the new BAdI definition. Copy the logic for each method from the old BAdI implementation to the new implementation class. Repeat the above procedure for each existing implementation.

Effects on Customizing The new, non-generated BAdI definitions can be found in Customizing for Customer Relationship Management under Billing -> System Enhancements -> Business Add-Ins -> BAdI: Pricing: Mapping for Billing Due List BAdI: Pricing: Mapping for Billing Document BAdI: XIF: Mapping for Billing Due List

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

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

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Effects on Customizing You implement the BAdI definition in Customizing for Customer Relationship Management under Billing -> System Enhancements -> Business Add-Ins -> BAdI: Billing Document: Text Processing.

1.23.6 Changes to Customizing Structure for Billing

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Billing has changed as follows: The activity System Enhancements -> Generated BAdI Definitions has been deleted. The following activities are new in the section System Enhancements -> Business Add-Ins: BAdI: Pricing: Mapping for Billing Due List BAdI: XIF: Mapping for Billing Due List BAdI: Pricing: Mapping for Billing Document BAdI: Payment Plan Processing BAdI: Billing Document: Text Processing

1.23.7 CRM-BE-FI

Transfer to Accounting

1.23.7.1 Report for Transferring Billing Documents to Accounting (Changed)

Use As of SAP CRM 7.0 the report for transferring billing documents to accounting offers the option of refining selection of billing documents for transfer to the following: Only documents blocked from transfer Only documents with failed transfer

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All billing documents relevant for transfer

In previous releases, all billing documents relevant for transfer were automatically selected. You can find the report on the SAP Easy Access screen under Sales/Service -> Billing -> Transfer Billing Documents to Accounting (transaction /BEA/CRMB12).

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

1.24 CRM-RB

Rebate Processing

1.24.1 Changes to Customizing Structure for Rebate Processing

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Rebate Processing has changed as follows: The activity System Enhancements -> Generated BAdI Definitions has been deleted. The following activities are new in the section System Enhancements -> Business Add-Ins: BAdI: Extract Processing BAdI: Rebate Determination in Extract Processing BAdI: Pricing: Mapping for Settlement Document BAdI: Settlement Document: Text Processing BAdI: Mapping for Rebate Due List

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

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

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

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

Use As of SAP CRM 7.0, a Business Add-In (BAdI) is available that enables you to map fields from the structures of the rebate agreement header and rebate agreement item, to the rebate due list header structure. Moreover, you can map business partner data. This BAdI is mostly relevant in the context of enhancements.

Effects on Customizing You implement the BAdI definition in Customizing for Customer Relationship Management under Rebate Processing -> System Enhancements -> Business Add-Ins -> BAdI: Mapping for Rebate Due List. See also UI Enhancement Tool (New)

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1.24.4 Business Add-Ins for Rebate Processing (Changed)

As of SAP CRM 7.0, generated Business Add-In (BAdI) definitions for rebate processing have been replaced with non-generated BAdI definitions. The BAdI definitions have been replaced as follows: Obsolete Generated Definition Non-Generated Definition Enhancement Spot /1BEA/CRMR_REX BEA_CRMR_REX BEA /1BEA/CRMR_REX_RCD BEA_CRMR_REX_RCD BEA_RCD /1BEA/CRMR_RPD_PRC BEA_CRMR_RPD_PRC BEA_PRC The BAdIs function as before, however, you need to recreate your implementations of the generated BAdI definitions as described in Business Add-Ins for Billing (Changed) under Effects on System Administration. Effects on Customizing The new, non-generated BAdI definitions can be found in Customizing for Customer Relationship Management under Rebate Processing -> System Enhancements -> Business Add-Ins -> BAdI: Extract Processing BAdI: Rebate Determination in Extract Processing BAdI: Pricing: Mapping for Settlement Document

1.25 CRM-BTX

Business Transactions

1.25.1 Enhancements to document flow and copy control between SAP CRM and SAP ERP

Use As of SAP CRM 7.0, the document flow and copy control between SAP CRM and SAP ERP has been enhanced. This means that when you create or process an ERP sales transaction, that is an ERP quotation or an ERP sales order as a follow-up transaction to a CRM opportunity in SAP CRM, the following is now copied to SAP ERP: Business partners (at both item and header level) All business partners, both on item and header level, are automatically copied to the follow-up transaction in SAP ERP.

Sales organization Distribution channel

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Division Sales office Sales group Product configuration Items When you create an ERP sales transaction as a follow-up transaction to an SAP CRM transaction, the system gives you the choice of which tems you want to copy to the ERP sales transaction. You select the items manually in a dialog box.

Product Quantity Notes Notes, both on header and item level, will be copied automatically to the follow-up transaction in ERP.

Unit

The following fields are provided in the dialog box as display only: Product Product ID Transfer Item number

In addition, during a follow-up procedure, the transaction history is updated so that: You create a follow-up activity in CRM from an ERP sales transaction. You can then navigate to the ERP sales transaction via the transaction history in the CRM follow-up activity. You create an ERP quotation or ERP sales order as a follow-up to a CRM opportunity. You can navigate to the ERP quotation or ERP sales order via the transaction history in the CRM opportunity. Example 1. Create ERP sales transaction as follow-up transaction to CRM opportunity You create an ERP quotation as a follow-up to a CRM opportunity. All relevant information is copied to the ERP quotation so you do not have to re-enter any data that was already available in the CRM opportunity. As of Release 7.0, the system also copies all sales area data from CRM SAP to SAP ERP, ensuring consistency between the two applications. 2. Create ERP sales transaction as a follow-up to another ERP sales transaction You create an ERP sales order as a follow-up transaction for an ERP quotation. As in the above example, all relevant data is copied to the ERP sales order.

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1.25.2 Changes to Customizing Structure for Business Transactions

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Transactions has changed as follows: Basic Settings The section Basic Settings -> Approval Settings is new. Settings for Opportunities The section Settings for Opportunities -> Pipeline Performance Management is new. Settings for Sales Transactions The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders has been changed as follows: The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders -> Method Schemas for Product Proposals is new. In this section, the following activities have been included: The activity Define Method Schema (Basic) is new. It provides a simpler view on the Method Schema than Define Method Schema (Expert) (see below). The activity Create Method Schema has been renamed Define Method Schema (Expert) and moved here. The activity Assign Method Schema to Transaction Type has been moved here.

The section Settings for Sales Transactions -> Product Proposals in Quotations and Orders -> Transaction History has been renamed Past Orders. This section has been changed to contain the settings for the item proposals based on past orders. The activity Define Display Profile has been removed. In the activity Define Transaction Filter, a view on defining filters for ERP transactions has been added. The activity Assign Display Attributes has been renamed to Define Past Orders Display. This activity calls up a new view (CRMV_PP_HST_1O_2) that combines settings from the removed activity Define Display Profile and the (old) activity Assign Display Attributes. In case you need to access the older views (for example to change an existing Display Profile),

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you can still access the view CRMV_PP_HST_1O (Assign Display Attributes) by using transaction SM30, and view cluster CRMV_PP_DP_1O_A (Define Display Profile) via SM34. The Business Add-In BAdI: Changes for the Product Proposal has been moved to the section Settings for Sales Transactions -> Business Add-Ins. Settings for Contracts The section Settings for Contracts -> Additional Settings for Service Contracts is new. The section Usage-Based Service Contract Processing has been moved to the section Settings for Contracts -> Additional Settings for Service Contracts. It is now named Settings for Usage-Based Service Contracts. The section Usage-Based Service Contract Processing -> Process Control has been moved (see above) and renamed Change Processes. The section Settings for Contracts -> Additional Settings for Service Contracts -> Change Processes -> Mass Change Processes is new. The node Settings for Contracts -> Additional Settings for Service Contracts -> Change Processes -> Prerequisites is new. Settings for Service Requests The section Settings for Service Requests is new. Settings for ERP Transactions The section Settings for ERP Transactions is new. In this section, the following activities have been included: The activities Define Profiles for ERP Sales Transactions and Transfer Permitted ERP Sales Document Types per Sales Area to CRM have been copied from Transactions -> Settings for Sales Transactions -> Define Profiles for ERP Sales Transactions. The node Cross-System Copy Control for Opportunity and SAP-ECC Quotation has been copied from Transactions -> Settings for Opportunities. The node Product Proposals has been moved. The activity Configuration Settings: Activate Pricing and Variant Search is new. Additional Settings The activity Customer Relationship Management -> Transactions -> Additional Settings -> Assign Dispatching Rule Profile to Transaction Types is new.

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1.25.3 CRM-BTX-BF 1.25.3.1 Approvals (New)

Use

Basic Functions for Business Transactions

As of SAP CRM 7.0, you can use approval procedures to define and control the approval process for transactions, for example, requests for change. Approval procedures define the following: The approval steps and their sequence The designated approver for each step The stage at which the approval procedure and its related steps are locked

You can identify the approval procedure that is relevant for a transaction manually or based on predefined rules. Similarly, you can identify approvers for each approval step manually or based on predefined rules. The system records all changes to approval steps. You can integrate approval procedures with SAP workflow so that the designated people are notified when they have steps within a transaction to approve. A predefined workflow template is available.

Effects on Customizing There is a new node in Customizing where you make settings for approvals under Customer Relationship Management -> Transactions -> Basic Settings -> Approval Settings. There is a new rule policy context available named Approval Management to use when you define rule policies for approval procedure determination and approval step determination. See also For a detailed description of the functions available for approvals, see SAP Library for SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

1.25.3.2 Dispatching of Business Transactions (New)

Use

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As of SAP CRM 7.0, you can dispatch transactions to send them to the appropriate partners or groups and to set a specific priority to enable prompt service response times. You can use semi-automated dispatching that forwards the transactions on user request.

Effects on Customizing You assign dispatching rule profiles to transaction types in Customizing for Customer Relationship Management under Transactions -> Additional Settings -> Assign Dispatching Rule Profile to Transaction Types. There is a new rule policy context available named Service Request Management to use for dispatching of service request transactions. See also For a detailed description of the functions available for dispatching business transactions, see SAP Library for SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

1.25.3.3 CRM-BTX-BF-TA

Transaction Analyzer

1.25.3.3.1 Transaction Analyzer (Enhanced)

Use As of SAP CRM 7.0, the transaction analyzer has been enhanced as follows: Enhanced Hierarchy UI Instead of being displayed under hierarchy node Linked Objects, CRM billing documents now appear under the new hierarchy node Billing Documents. When you open the transaction analyzer, instead of all transactions on all levels being displayed, now only the transactions on the first level appear. If you start with a transaction at a lower level, the tree is expanded up to this starting transaction. The first level under the starting transaction is also displayed. Enhanced Filter Criteria If all items were filtered out with the filter, the hierarchy node for items is no longer displayed. Only the transaction appears. Display of SAP ERP Business Transactions and Items Within the Hierarchy Structure SAP ERP business transactions

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SAP ERP transactions that are part of the transaction flow of the SAP Customer Relationship Management (CRM) transaction are displayed in the transaction flow hierarchy structure without the items. You can use a link to navigate to the SAP ERP transactions. SAP ERP items Items from SAP ERP transactions are not displayed in the transaction flow hierarchy structure or in the item list. However, the SAP ERP items that are assigned to an SAP CRM item are displayed in the item flow hierarchy structure.

1.25.3.4 CRM-BTX-BF-PP

Product Proposal

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

Use For release CRM 7.0, the product proposals function was enhanced, and the interface design in the CRM WebClient UI was improved. In addition, as of CRM 7.0, you can use product proposals in ERP sales transactions (ERP quotations and ERP sales orders) in the CRM WebClient UI, including the Interaction Center (IC), as well as in Web Channel.

The enhancement comprises the following functions: Item Proposals (New) Item proposals are displayed in the Items assignment block on the Editable Overview Page. They appear at the end of the item list as "template items", that is, without item numbers. The user can transfer the template items as order items, by entering an order quantity. Only then can the system perform pricing and an availability check for the items. The following types of item proposals exist: Item proposals from past orders This function was previously available in the Product Proposals assignment block. Here, the system can propose purchase order quantities in addition to the products. Item proposals from listings and exclusions If a listing is determined for the customer, the system proposes the products from it. If there is also

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an exclusion for certain products, these products are not displayed in the proposal list. This prevents items from being proposed that will later be rejected by the exclusion check. Item proposals are available in the CRM WebClient UI (including IC). In Web Channel, item proposals cannot be displayed. Product Proposals (Enhanced) Product proposals are displayed in their own assignment block, Product Proposals. The user can select individual products, and transfer them to the item list. This applies to the following types of product proposals: Accessories Cross-Selling Up-/Downselling Top N product list Marketing Projects (Campaigns and Trade Promotions)

This function previously existed for CRM sales transactions; as of CRM 7.0, it is also available for ERP sales transactions (quotations and orders). UI Redesign To display product proposals in the transaction, there is an automatic mode and a manual mode available. In the automatic mode, the product proposals are dynamically adjusted, according to the current items. In manual mode, the user can trigger the update, if this seems to make more sense for performance reasons. Pricing You can display prices for the proposed products with the following methods: CRM price list (calculated using IPC) CRM Pricing in IPC (not for ERP transactions)

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

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

Note the following restrictions for product proposals from marketing projects: Product proposals based on marketing projects are not available in Web Channel. In ERP sales transactions, the assignment to a marketing project at item level is not saved.

Effects on Existing Data For CRM 7.0, the item proposals from past orders are no longer displayed in the Product Proposals assignment block, but directly in the Items assignment block.

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Transaction History removed from UI The Transaction History table, which displays the previous transactions from the customer for a certain product, is no longer available in CRM 7.0. If you wish, you can display the Transaction History in SAP CRM WebClient UI, if you activate the old interface design. To do so, you must set the user parameter CRM_PP_LAYOUT_OLD. You can then configure default columns in Access BSP WD Workbench in UI Component CRM_PRODPROP , view ProdPropListView with subtype LAST_ORDERS, or each user can personalize how many columns to display. The associated Customizing views for the maintenance of Display Profiles for the transaction history were removed from the Customizing structure for CRM. If you still want to use an existing display profile, and want to change it, you can access and edit it using the following views: Assign Display Attributes - CRMV_PP_HST_1O (via SM30) Define Display Profile - CRMV_PP_DP_1O_A (via SM34)

Effects on Data Transfer For item proposals from listings, you can download listings from ERP to CRM. You can also load CRM listings to the ERP system. You cannot transfer ERP product proposals to the CRM system. If you want to use CRM product proposals for ERP sales transactions, you should not set up dynamic product proposals in ERP.

Effects on Customizing The Customizing for item proposals and product proposals was adapted to the changed UI, and simplified. There is now a simplified maintenance view available for the definition of method schemas. CRM -> Transactions -> Settings for Sales Transactions -> Product Proposals in Quotations and Orders -> Method Schemas for Product Proposals -> Define Method Schema (Basic) You can also use the previous maintenance of method schemas. The previous maintenance view is now called Define Method Schema (Expert). If you use your own function modules for product proposals, you can edit the method schema using the expert mode only. For more information on Customizing changes, see the "Product Proposals" section in the Release Note Customizing Changes for Business Transactions. New Standard Customizing SAP delivers the following new function module for item proposals from listings: CRM_SALES_PP_PROD_LISTING_READ The new method schema 000019 contains all types of item proposals and product proposals available as of this release that can be used for CRM transactions or ERP transactions. For the display of previous orders for item proposals, the simple display profile PROF_SIMPLE (with only one Profile Attribute) is used in the standard system.

See also

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ERP Sales Transactions in CRM

1.25.4 CRM-BTX-ACT

Activity Management

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

Use As of SAP CRM 7.0, you can change the date and time of activities by dragging and dropping them directly to new days or times in your calendar. You can carry out the following using the drag and drop function: Move an activity to another time within the same day (daily view) Change the end time of an activity, that is, move it forward or postpone it (daily view) If you want to change the start time of the activity by moving it forward, you have to edit the activity and change the start time manually. Alternatively, you can move the entire activity to an earlier slot, then adjust the end time using drag and drop.

Move an activity to another day (daily, monthly and weekly view) When you move an activity to another day within the current view or directly into the upper right calendar pad, the day you would like to move it to becomes highlighted.

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

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

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1.25.5 CRM-BTX-OPP

Opportunities

1.25.5.1 Pipeline Performance Management (Enhanced)

Use As of SAP CRM 7.0 the following functions in pipeline performance management (PPM) have been enhanced: Pipeline performance analysis Quota planning Pipeline Performance Analysis The following enhancements have been made to the analysis functions: New chart content options for Target to Date, Closing Date, Sales Pipeline, and Sales Pipeline Change view You can choose the contents of charts used in pipeline performance management. In addition to the total sales volume, you can view the product or product category sales volume, and the product or product category units. You can also add product or product category filter conditions for the chart area and opportunity list. Personalized default settings for chart content and display You can personalize how chart contents are displayed by default. For example, you could select a default product to be used when displaying product sales volume or units, specify the past and future quarters to be analyzed, and indicate whether opportunities should be shown for a single sales representative or for the sales team. Simulation mode available for new chart content options Planning period settings As an alternative to the default calendar year, you can choose to work using a fiscal year. The planning period type you select is reflected in chart data. If you have already performed quota planning for the calendar year and would prefer to work with a fiscal year, you can convert the data so that it is remapped to a fiscal year. Ability to view items in the opportunity list either by header or by list items Ability to configure opportunity searches In Customizing, you can define whether searches in the opportunity list return results for the opportunity header or for list items. Briefing card enhancements You can use the briefing card to add a business partner and select a partner function. You can also add additional activities and products to the opportunity directly from the briefing card. Opportunity status enhancements The Closing Date and Progress fields in the opportunity list now function interactively with the Status field. When an opportunity is won, the system updates the progress to Ok. In general, when an opportunity is completed, the system sets the current date as the closing date, and locks the date against further edits to prevent the opportunity from being included in future pipeline calculations.

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Opportunity locking When you update an opportunity in the opportunity list, it is locked against changes made by other users. Similarly, if an opportunity is being updated by another user in the Opportunity application, you cannot save changes to it in the opportunity list. Quota Planning

The following enhancements have been made to quota planning: Detailed quota planning In addition to being able to plan quota for the total sales volume, you can set quota targets by product or product category sales volume, or by product or product category units. Automatic calculation of planned quota growth The system can now calculate and set quota based on the planned growth rate. Monthly quota planning You can determine how quota should be distributed for each month of the quarter. For example, if sales are usually higher in the month of December, you can increase the quota percentage for that month. Support for quota setting using a chosen planning period You can set quota using either the calendar year or a user-defined custom fiscal year. Restrict products and product categories available for quota planning In Customizing, you can restrict the products and product categories available for quota planning based on the sales product category hierarchy only, or in combination with organizational unit attributes.

Effects on Customizing You can define settings for PPM in Customizing for Customer Relationship Management under Transactions -> Settings for Opportunities -> Pipeline Performance Management.

1.25.6 CRM-BTX-SLO

Sales Transaction

1.25.6.1 Ugrading to CRM Release 7.0

Use

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If you are upgrading to CRM Release 7.0, you need to start report CRM_UPDATE_CRMD_BRELVONAE_SEL after upgrading. This applies when upgrading from all releases below CRM 7.0. This report ensures that you can search for transactions with preceding and follow-up documents or with campaigns . You only need to start this report once after upgrading only. The time it takes to run this report depends on the number of entries in table CRMD_BRELVONAE . Note that this report affects all clients, meaning you only need to run it once per system. It is mandatory to run this report when upgrading to CRM Release 7.0.

See also For further information, see the SAP note 1235501.

1.25.6.2 ERP Sales Transactions in CRM (enhanced)

Use As of SAP CRM 2007, you can create an ERP quotation as a folllow-up to a CRM opportunity in SAP CRM WebClient UI and Interaction Center (IC) WebClient. For further information, see Creating and Changing ERP Sales Transactions in SAP CRM. As of SAP CRM 7.0, this function has been enhanced so that you can maintain ERP sales transactions (sales quotations, sales orders and quantity contracts) in the CRM WebClient UI in Web Channel and Interaction Center (IC). Additionally, the features available for ERP transaction processing via CRM have been enhanced as follows: Product proposals and item proposals for ERP sales transactions (enhanced) For further information, see release note Product Proposals and Item Proposals in Sales Quotations and Orders Bills of material explosion (BOM explosion) in ERP sales orders for ERP products The subitems resulting from the BOM explosion in ERP are displayed in the ERP order in CRM WebClient UI. Product configuration is now possible using the Application Platform (AP) Configurator (with the Configuration Engine). For more information, see SAP Library for SAP Customer Relationship Management (SAP CRM) on Help Portal at http://help.sap.com. In the Application Help, choose SAP ERP -> SAP ERP Central Component -> Logistics -> Logistics -General (LO) -> Variant Configuration (LO-VC) -> Product Configuration with the Configuration Engine. Additionally, you can design the product configuration to suit your requirements with the help

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of the new Product Configuration Designer. For more information, see Product Configuration Designer

Web Channel product catalog in CRM WebClient and IC You can use the product catalog to select products in the CRM WebClient UI (including Interaction Center) For more information on setting up and using the product catalog, see Using the CRM Product Catalog with the CRM WebClient UI

Enhancements to document flow and copy control between SAP CRM- SAP ECC Enhancement of ERP Objects (new)

Effects on Data Transfer You do not need to replicate the sales transactions to ERP. However, in order to use this scenario (Lead-to-Cash), you need to replicate and map the following master data from ERP to CRM: Organizational data (sales organization, distribution channel, division) Business partners Products (inclduding product models for configurable products and bills of materials (BOMs) if you use these) Conditions for pricing (optional) You also need to replicate the required transaction types and item categories from ERP to CRM

Effects on System Administration In order to allocate authorizations for the ERP transactions to the CRM user, you must assign the role SAP_LO_SD_ORDER_MANAGEMENT (Suite Excellence Order Management) to the user. This role contains all authorizations that are relevant for order processing. For example, you control processing of the user status, the characteristics from the class system, and the restriction of sales document types and sales areas. For this scenario (Lead-to-Cash), SAP recommends that you use a separate, trusted RFC connection based on the current user. This allows you to set different authorization levels for each user. You also need counterpart users in ERP with the same ID and the role SAP_LO_SD_ORDER_MANAGEMENT assigned. In order to use this scenario, ERP is required. To additonally use product configuration and the Extensibility Tool, you need to have activated the business function Simplified Sales Processes in SD (Enhanced) 02_LOG_SD_SIMP_02 with Enhancement Pack 4 in your ERP system. For more information, see the release note for Simplified Sales Processes in SD 02 (Enhanced), in your ERP system, under Logistics -> Sales and Distribution.

Effects on Customizing

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For ERP transactions, the following Customizing node has been added: Settings for Transactions -> Settings for ERP Transactions Maintained in CRM

To use CRM item proposals and product proposals for ERP sales transactions, you must set up product proposals in the same way as for CRM sales transactions. You do this in Customizing for CRM under Transactions -> Settings for Sales Transactions -> Product Proposals for Quotations and Orders. Additionally, the following Customizing activities have been added to assign product proposal and item proposal settigns to ERP sales transactions: See also For more information on ERP order entry through the various channels, see: Creating ERP Sales Orders Through CRM Web Channel Business Transactions in the Interaction Center Assign Method Schema to ERP Sales Transaction Type New view ERP Filter Attributes in the activity Define Transaction Filter

1.25.6.3 Using the CRM Product Catalog with the CRM WebClient UI Including the Interaction Center (Enhanced)
Use As of SAP CRM 7.0, you can use the CRM product catalog with the CRM WebClient UI including the Interaction Center. SAP CRM product catalog integration is intuitive, efficient, and user-friendly. Before, you could only use the product catalog with Web Channel. A sales representative or call center agent can view and navigate the CRM product catalog hierarchy and can select products from the product catalog similarly to a customer navigating the hierarchy of the Java based Web shop. You have two options to select products for transactions from the CRM product catalog: You may create a new CRM sales order, quotation, or service quotation first. You may also create an ERP sales order or quotation. You then select the desired product with the help of the CRM Web shop and the CRM product catalog. You are navigating the CRM product catalog in the CRM WebClient UI and you add products to the buffer. You can create a sales order or quotation within the product catalog and the products will automatically be transferred to the newly created transaction.

Effects on Customizing

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You must set up a product catalog Java Web application running on a Java 2 Enterprise Edition (J2EE) server. If the product catalog Java Web application can be launched successfully stand alone, then you must integrate the product catalog Web application into the CRM WebClient UI. Maintain the J2EE Web application in Customizing for Define Protocol, Host Name, Port, and XCM Application Configuration under Customer Relationship Management --> Web Channel --> Basic Settings --> Activate Links from CRM WebClient UI to Web Channel Applications. You need to define the URL /catalog/cat/webClientEntry.do for the J2EE Web Application key RTCAP. The URL defined is used to launch the product catalog Java Web application in the CRM WebClient UI. In addition, you must assign the user to the business role IC_AGENT in the Interaction Center environment. Note that IC_AGENT is the shipped business role for the standard implementation. A new business role can be defined.

1.25.7 CRM-BTX-ERP

BSP for ERP Sales Order

1.25.7.1 Enhancement of ERP Objects (New)

Use As of SAP CRM 7.0, you can use the Application Enhancement Tool to enhance ERP business objects in CRM. To do so, you either enhance the business objects that were already enhanced in ERP, or you create new enhancements in ERP. You can enhance the following ERP business objects: ERP sales orders ERP quotations ERP quantity contracts It is a good idea to enhance these business objects if the process variants contract, quotation, and order are implemented. In these ERP business objects, enhancements have an effect on both the header level and the item level. In the view configuration of the Applicaton Enhancement Tool, you configure where your enhancement will be visible in the CRM WebClient user interface (UI).

Effects on System Administration To make these settings, log onto the system in the system administration role. Effects on Customizing To ensure that the enhancements that you made are visible in the result list, you must change the following Customizing settings:

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Enhance structure IMCL_ERP_EXT_SEARCHRES. In the SAP Easy Access Menu, choose Architecture and Technology -> ABAP Workbench -> Development -> ABAP Dictionary or go to transaction SE11. Implement enhancement spot CRM_ERP_EXT_SRCHRES_MAP. In the SAP Easy Access Menu, choose Architecture and Technology -> ABAP Workbench -> Utilities -> Business Add-Ins -> Implementation or go to transaction SE18.

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

1.25.8 CRM-BTX-SVO

Service Processes

1.25.8.1 Search Driven by Serial Numbers

Use As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion Serial Number to search for the following business objects: Objects Installed bases Service orders Service confirmations Service contracts Complaints Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search for the business objects mentioned above. To enable other object attributes in the search: 1. 2. Append the attribute to the object attribute search structure CRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance. Maintain the attribute included in this structure in the object search mapping table CRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction View Cluster Maintenance. Assign the attribute to the respective design layer attribute within the respective context node in the search view for the object. Use transaction BSP WD Component Workbench. Enable the object search attribute on the respective search view configuration. Use transaction BSP

3. 4.

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WD Component Workbench.

1.25.8.2 Service Level Agreements (Enhanced)

Use As of SAP CRM 7.0, service level management has been enhanced. Service level management is used to define, monitor, and control the service level agreements (SLAs) and the related service quality. SLAs identify the methods of rendering a guaranteed service. You can use the following new functions with SLAs: Associate service level agreements (service profiles and response profiles) to business partners, installed bases (IBases), IBase components, and organizational units, in addition to products and objects. Define SLA determination procedures to automatically assign the correct SLA information such as the response profile, to a transaction, for example, to an incident, problem, or request for change service item. Create a customizable access sequence for SLA determination

Effects on Customizing You can define SLA determination procedures in Customizing for Customer Relationship Management under Transactions -> Settings for Service Requests -> Define SLA Determination Procedures. You can define your own logic for determining SLAs by using Business Add-In for SLA Determination (CRM_SLADET_BADI) in Customizing for Customer Relationship Management under Transactions -> Settings for Service Requests -> Business Add-Ins. See also For a detailed description of the functions available for SLAs, see SAP Library for SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

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1.25.8.3 Service Level Metrics (New)

Use As of SAP CRM 7.0, you can define service level metrics (SLA metrics) for service contracts. An SLA metric is a criteria negotiated between a customer and their service provider that defines a qualitative target that has to be achieved for the service provided. The following are examples of SLA metrics: The availability of a service provided is set to >= 90% per month The planned satisfaction rate for the agreed service is >=85% measured on a quarterly basis

You can do the following with SLA metrics: Define measurable values for your SLA metrics Define a contract with service items and assign multiple SLA metrics to them Measure SLA metrics using external tools to create readings In billing, add discounts manually if the agreed-upon SLA metrics were not met

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

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair)

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Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above. Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product. Note Inheritance of categorization is only possible when the item/ follow-up transaction and the header/preceding transaction have the same categorization settings set as the default in Customizing.

1.25.8.5 CRM-BTX-SVO-QUT

Service Inquiries / Quotations

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

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Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above. Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product. Note Inheritance of categorization is only possible when the item/ follow-up transaction and the header/preceding transaction have the same categorization settings set as the default in Customizing.

1.25.8.5.2 Package Quotations (Enhanced)

Use As of SAP CRM 7.0 the following enhancements are implemented for package quotations: Improved User Interaction You can now filter the item list in a package quotation to show only items of a certain type, such as service contract items. The item list in a package quotation is initially displayed as a hierarchy. When you choose All Items or filter the list for a specific type of item, the items are no longer displayed as a hierarchy. Availability Information for Sales Items and Service Part Items When the Items assignment block is filtered to show only sales items or service part items, you can display the availability status.

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Cumulation of Values One-time and recurring values are cumulated in the package product (node) items in the Items assignment block. Recurring values are only cumulated if the following parameters are identical for the relevant items: Contract start and end date Settlement period according to the relevant billing plan Service Contract Quotation Items You can now additionally include the following types of service contract quotation items in a package quotation: Usage-based Service plan-related New Fields for Service Contract Quotation Items In the Items assignment block for a package quotation, the Reference Object and Reference Product fields are now available for service contract quotation items. The entries in these fields correspond to the first entries in the Object List assignment block, in the details of the service contract quotation item. The Reference Object field must be filled manually. The Reference Product field can be automatically filled with the relevant sales product for the service contract quotation item (and a corresponding entry made in the object list). To enable automatic determination of the relevant sales product, the package must be configured as follows: The contract product is a package product. The sales products are dependent components of the contract product, with the explosion type Object List.

1.25.9 CRM-BTX-SCO

Service Confirmation

1.25.9.1 Service Confirmation - Transaction History (Enhanced)

Use

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As of SAP CRM 7.0, the service confirmation was enhanced as follows: When you release and save a service confirmation with the following item categories, the corresponding follow-up transactions in the associated SAP ERP system are created as before: Service product item (item category SVCP) Service part item and sales item (item category SVCM) Service expense item (item category SVCE) Tool item (SVCT)

After successful distribution, as of SAP CRM 7.0, depending on item category, you now see the following entries in assignment block Transaction History: For service product items, you see transaction Time Sheet. For service part items and sales items, you see transaction Goods Movement. You can use links to navigate to the corresponding Material Document in SAP ERP. For tool items and service expense items, you see transaction Controlling Document. You can use links to navigate to the corresponding Controlling Document in SAP ERP.

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

Use As of SAP CRM 7.0, there is a new date type in the service confirmation and service contract called Installed On (SRV_INST). It controls the following processes: Release of contract When a service contract is created, initially it has the status In process. For example, after the object is put into use at the customer site, at item level, you set the Installed On date and save the contract. This triggers the system to change the status of the contract item to Released and transfers the date from Installed On to Contract Start. When all the contract items have status released, the system also changes the status of the contract to Released. Automatic triggering of warranty start After a service employee installs a new object, he or she creates a service confirmation. In the service confirmation at item level, the service employee enters, among other things, the date with Date Type Installed On, and one or more reference objects that he or she marks as installed. After the service employee changes the status of the confirmation to Completed and saves the confirmation, the system creates a warranty for each reference object, provided that the following prerequisites are met:

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Installed On date is set Object is installed (corresponding value in field Installation/Dismantle in assignment block Reference Objects) There is no customer warranty for the reference object yet

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

Effects on Customizing In Customizing in the standard system, the new Date Type SRV_INST - Installed On is now in Customizing activity Define Date Types, Duration Types and Date Rules. In the standard system, in Customizing activity Define Date Profile, this date type is assigned to the following date profiles: SRV_HEADER01 - SAP Default Service Activity Header SRV_RM_ITEM 1- SAP Confirmation Service Item CONT002 - Date Profile for Service Contracts

1.25.9.3 Search Driven by Serial Numbers

Use As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion Serial Number to search for the following business objects: Objects Installed bases Service orders Service confirmations Service contracts Complaints Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search for

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the business objects mentioned above. To enable other object attributes in the search: 1. 2. Append the attribute to the object attribute search structure CRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance. Maintain the attribute included in this structure in the object search mapping table CRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction View Cluster Maintenance. Assign the attribute to the respective design layer attribute within the respective context node in the search view for the object. Use transaction BSP WD Component Workbench. Enable the object search attribute on the respective search view configuration. Use transaction BSP WD Component Workbench.

3. 4.

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made

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to the reference object or the categorization follow the same system behavior rules as listed above. Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product. Note Inheritance of categorization is only possible when the item/ follow-up transaction and the header/preceding transaction have the same categorization settings set as the default in Customizing.

1.25.10 CRM-BTX-BRQ

Billing Request

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above.

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Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product. Note Inheritance of categorization is only possible when the item/ follow-up transaction and the header/preceding transaction have the same categorization settings set as the default in Customizing.

1.25.11 CRM-BTX-WCL

Warranty Claim

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above.

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Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product. Note Inheritance of categorization is only possible when the item/ follow-up transaction and the header/preceding transaction have the same categorization settings set as the default in Customizing.

1.25.12 CRM-BTX-COM

Complaints / Returns / In-House Repair

1.25.12.1 Search Driven by Serial Numbers

Use As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion Serial Number to search for the following business objects: Objects Installed bases Service orders Service confirmations Service contracts Complaints Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search for the business objects mentioned above. To enable other object attributes in the search: 1. 2. Append the attribute to the object attribute search structure CRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance. Maintain the attribute included in this structure in the object search mapping table CRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction View Cluster Maintenance.

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3. 4.

Assign the attribute to the respective design layer attribute within the respective context node in the search view for the object. Use transaction BSP WD Component Workbench. Enable the object search attribute on the respective search view configuration. Use transaction BSP WD Component Workbench.

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

Use As of SAP CRM 7.0, for the following service transactions, when you create a new item, the categorization and reference objects are automatically inherited from header level to item level. Service order quotation Service order Service confirmation Complaint (return, in-house repair) Warranty claim

Conversely, categorizations and reference objects that you create for an item do not affect the header level. If a reference object or categorization is deleted at header level, this reference object or categorization is also deleted at item level. If a reference object or categorization at item level is changed, the inheritance history is lost. Inheritance when creating follow-up transactions If you create a follow-up transaction with categorization and reference objects for one of the transactions listed above, the reference objects and the categorization are copied to the follow-up transactions. The inheritance information is also available in these follow-up transactions, which means that changes made to the reference object or the categorization follow the same system behavior rules as listed above. Exception regarding inheritance in the service complaint If you create a reference object at header level, and a valid product is assigned to that reference object, the system automatically creates an item with this product.

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

1.25.13 CRM-BTX-CTR

Contracts

1.25.13.1 Advanced Contract Management - Mass Change Processes (New)

Use As of SAP CRM 7.0, you can run mass change processes. Mass change processes are only possible for change processes that were defined at header level. This way, for example, you can change the sold-to party for multiple service contracts at the same time. The change process does not change the selected contracts; instead, it creates new ones. The following mass change processes are defined in the standard system: Change of Sold-To Party Contract Renewal - Entire Contract

It is not possible to undo or reverse the execution of a change process. Following execution, you see the result of the mass change process: contracts for which the change was successful and contracts for which the mass change process could not be used.

Effects on System Administration You can use transaction Delete Mass Change Processes (transaction CRM_MASS_CP_DEL), which you can find on the SAP Easy Access screen under Service, to delete the log files of previously executed mass change processes that are no longer needed, effectively freeing up memory space in the database. Effects on Customizing To use the mass change processes, in addition to maintaining the Customizing for service contract change process, you must maintain the following settings in Customizing for SAP Customer Relationship Management:

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Check that the mass change indicator is set in Customizing forAssign Change Process IDs to Transaction Category. Check whether the number range interval 01 is available in Customizing activity Define Number Ranges for Mass Change Processes. Define Settings for Mass Change Processes.

1.25.13.2 CRM-BTX-CTR-SCO

Service Contract

1.25.13.2.1 Advanced Contract Management - Controlling Integration (Enhanced)

Use Previously, actual costs from complaints and returns that are direct or indirect follow-up transactions to a service contract were transferred to one of the ERP internal orders assigned to the service contract and posted. This only worked if no invoices existed in the chain of follow-up transactions. As of SAP CRM 7.0, actual costs from complaints and returns are also accounted for if an invoice exists in the chain of follow-up transactions between a service contract and the complaint or return.

1.25.13.2.2 Advanced Contract Management - Product List and Object List (Enhanced)
Use As of SAP CRM 7.0, the following new functions are available for contract items: In the Object List, there is a new button called Proposal for Product List. When you choose this button, the system displays a dialog box that contains the services, service parts, and service parts that are assigned to bills of materials (BOM) for the row in the object list you selected. You can transfer these entries into the Product List.

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

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

1.25.13.2.3 Advanced Contract Management - Service Agreements (Enhanced)

Use Up to now, service agreements could be created for a single customers or groups defined by the partner type. As of SAP CRM 7.0, there is an additional grouping option available: grouping using the business partner hierarchy. You can use this option to create a grouping using a hierarchy node or hierarchy tree. The aim is to define assignments for a larger group of customers. If service orders are created for a customer who is part of the business partner hierarchy tree or node defined in the service agreement, the system determines the service agreement and assigns it to the service order. This way, for example, you could copy the price agreements from the service agreement right into the service order. In the product list, there is a new button, Create Price Agreement, that you can use to define price agreements for specific entries.

Effects on Customizing In Customizing, make the following settings for hierarchy determination: In Customizing activity Define Transaction Types, for transaction type service agreement (OAS in the standard system), in the Dialog Structure: Definition of transaction types in section Profiles, do the following: In field Authrzd Hier. Cat. (Hierarchy Category for Authorized Sold-To Parties), enter the partner hierarchy category that should be used in hierarchy determination. In field Partner Determ.Proc. (ID of a Partner Determination Procedure), select a procedure that is assigned to function category 0019 Auth. Partner: Sold-to Party by way of the partner function. This assignment looks like this in the standard system:

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In field Partner Determ.Proc. (ID of a Partner Determination Procedure), the value 00000107 - Outline Agreement Header is assigned to the transaction type for service agreement. The Function (Partner Function) 0121 Authorized Sold-To Party is assigned to this partner determination procedure in Customizing activityDefine Partner Determination Procedure in section Partner Functions in Procedure. The value 0019 Auth. Partner: Sold-to Party is assigned to this partner function as a Function category in Customizing activity Define Partner Functions. For the transaction types for which a service agreement determination should occur, such as service orders (SRVO), service confirmations (SRVC) or complaints (CRMC), select value B Authorized Partners According to Group Hierarchy in field Search Auth. Partner (Authorized Partners in Contract Search), which you can find in Customizing activity Define Transaction Types in the Dialog Structure: Definition of transaction types in section General. You can also select value C Authorized Partners According to List and Hierarchy, if normal business partners entered as Authorized Partners in the service agreement should also be considered in the determination. Ensure that a service agreement determination takes place by selecting an appropriate value in field Agreement Determin. (Agreement Determination). In addition, copy control must also be set up.

To trigger a dialog box with the exploded business partner hierarchy node when you create a service order as a follow-up transaction from the service agreement, make the following settings in Customizing: In Customizing activity Define Transaction Types in the Dialog Structure: Definition of transaction types, for each transaction type for which service agreement determination should occur, check the value in section Profiles, field Partner Determ.Proc. (ID of a Partner Determination Procedure). In Customizing for the standard system, this value is 00000006 - SAP Service Header. In Customizing activity Define Partner Determination Procedure, for example for Partner Determination Procedure 00000006 - SAP Service Header, in section Partner Functions in Procedure for the Function (Partner Function) 00000001 Sold-To Party, in field Access sequence, select value 0122 - Preceding Document With Hierarchy Explosion Release-Authorized Sold-To Party.

1.25.13.2.4 Advanced Contract Management - Contract Renewal (New)

Use As of SAP CRM 7.0, there is a new process that you can use to automatically renew contracts that will expire soon. The process runs as follows: 1. 2. 3. Use the Mass Change Service Contracts search to find contracts that are about to expire, and select the desired contracts. The contracts selected in step one are extended by a certain amount of time using the mass-change process Contract Renewal - Entire Contract (CRNH). For customer confirmation, the system uses action Service Contract Quotation Action (SRV_CONT_QUOT_HEADER) to generate service contract quotations, which are sent to

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customers via e-mail as interactive forms (Adobe). 4. 5. Customers accept the service contract quotations by sending the confirmation of the quotation acceptance to the CRM system via e-mail. The action Accept Service Contract Quotation (SRV_CONT_QUOT_ACCEPT) creates new contracts with the items from the quotation that have status Released. The CRM system automatically updates the service contract quotation with the customer's confirmation and uses action Accept Service Contract Quotation (SRV_CONT_QUOT_ACCEPT) either to generate a new service contract or to update the existing service contract.

Effects on Customizing

In the standard system, you find Customizing for the e-mail form in Customizing activity Maintain Attribute Contexts for Mail Forms. The Attribute Context is SRV_CONT_QUOT_NOTIFY and the Structure is CRMS_SRV_CONT_QUOT_FIELDS. Create a mail form using the new attribute context. Create a PDF template using the Acrobat Designer. Generate Web services that transfer the quotation data into the PDF form and the quotation acceptance into the CRM system. In the standard system, in Customizing activity Define Status Profile for User Status, you will find a new status profile, Service Contract Quotation Hdr (SV_CT_QT). Assign this status profile to your transaction type for service contract quotations in Customizing activity Define Transaction Types. In the standard system, in Customizing activity Define Action Profiles and Actions, you will find a new action profile, Service Contract Quotation Action (SRV_CONT_QUOT_HEADER) with two Action Definitions: Service Contract Quotation Notify (SRV_CONT_QUOT_NOTIFY)

Accept Service Contract Quotation (SRV_CONT_QUOT_ACCEPT) Do the following: Assign this action profile to your transaction type for service contract quotations in Customizing activity Define Transaction Types. Edit the processing time and schedule conditions and start conditions of the actions, so that the actions can be carried out by the system at the desired time: Service Contract Quotation Notify: For example, the processing time when the transaction is saved; condition: system status Released Accept Service Contract Quotation: For example, processing time when the transaction is saved; condition: user status Accepted Add the parameters for the definition of Service Contract Quotation Notify

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

1.25.13.2.5 Advanced Contract Management - Service Contract Template (New)

Use As of SAP CRM 7.0, you can create service contract templates, which serve as templates when you create single contracts or service contract quotations. The following methods are available for creating templates: Creating a new template from scratch Copying an existing contract or service contract quotation as a follow-up Copying an existing template from the result list

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

Use As of SAP CRM 7.0, there is a new date type in the service confirmation and service contract called Installed On (SRV_INST). It controls the following processes: Release of contract When a service contract is created, initially it has the status In process. For example, after the object is put into use at the customer site, at item level, you set the Installed On date and save the contract. This triggers the system to change the status of the contract item to Released and transfers the date from Installed On to Contract Start. When all the contract items have status released, the system also changes the status of the contract to Released.

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Automatic triggering of warranty start After a service employee installs a new object, he or she creates a service confirmation. In the service confirmation at item level, the service employee enters, among other things, the date with Date Type Installed On, and one or more reference objects that he or she marks as installed. After the service employee changes the status of the confirmation to Completed and saves the confirmation, the system creates a warranty for each reference object, provided that the following prerequisites are met: Installed On date is set Object is installed (corresponding value in field Installation/Dismantle in assignment block Reference Objects) There is no customer warranty for the reference object yet

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

Effects on Customizing In Customizing in the standard system, the new Date Type SRV_INST - Installed On is now in Customizing activity Define Date Types, Duration Types and Date Rules. In the standard system, in Customizing activity Define Date Profile, this date type is assigned to the following date profiles: SRV_HEADER01 - SAP Default Service Activity Header SRV_RM_ITEM 1- SAP Confirmation Service Item CONT002 - Date Profile for Service Contracts

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

Use As of SAP CRM 7.0, the service contract and the usage-based service contract were enhanced as follows: Enhancement of Service Contracts You can create quantity or value contract items and service contract items together within one service contract quotation or within one service contract.

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You can make changes to service contracts using change processes. For more information about change processes, see Contract Change Processes (Enhanced). You can also still make changes manually, as before. If you no longer want to allow manual changes, you can limit the ready-for-input status of certain fields by using Customizing. You create a service contract from a service contract quotation using the new button Accept instead of the button Create Follow-Up. The result is a consistent procedure for users to accept quotations, regardless of whether contract quotations were created from scratch or resulted from change processes. Another advantage is that cancellations can be executed using the change process Cancel COA. You can create a new object at header level for an item by using the new button Create Object, or by using field Reference Object ID . The system automatically enters the new object or an assigned object in the object list at item level in the top position. If you were to create another object for the same item or assign an existing object, the object in the topmost position in the object list would be overwritten. If you navigate to item level, you can assign other objects in the object list or create new objects using the new button Create Object. Enhancement of Usage-Based Service Contracts

You can create service plan items as subitems of the usage-based service contract item. You create a usage-based service contract from a usage-based service contract quotation by using the new button Accept. A usage-based contract can still be generated as before from a quotation by using scheduled action UBB: Generate Certificate of Acceptance in Background. The new button results in a consistent procedure for users to accept quotations, regardless of whether there were initial contract quotations or contract quotations that resulted from change processes. You can create a new object at header level for an item by using the new button Create Object, or by using field Reference Object ID . The system automatically enters the new object or an assigned object in the object list at item level in the top position. If you were to create another object for the same item or assign an existing object, the object in the topmost position in the object list would be overwritten. You can still create the object as a subitem of a usage-based contract item, as before. We recommend no longer using this procedure, however. As of SAP CRM 7.0, a contract in which all items have status Released is activated automatically, which makes it available for follow-up processes. You can set up the system so that contracts whose items all have system status To Be Released (I1157) are released and activated with a background action. The previous separation of release and activation no longer exists.

Effects on Customizing

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You can use Customizing activities Define Change Level and Specify Whether Fields Are Ready for Input Dependent on Status to prevent entries in certain fields of a service contract, depending on a status. To be able to use system status To Be Released, in Customizing activity Define Status Profile for User Status, you must either create or change a corresponding Status Profile according to the following: Between the status with assignment INPR (Edit) in field Trans. (CRM: User Status Triggers Business Transaction) and the status with assignment RELE (Release) in field Trans. create a life cycle status called, for example, To Be Released and assignment FREL in field Trans. Business transaction FREL is assigned to status I1157 - To Be Released; the action for automatic release and activation of the contract can react to this status. Then, double-click on your new life cycle status and on screen Change Status Profile: Transaction Control, create a row with value For Release: Set in field Business Transaction and choose Set and No influence.

1.25.13.2.8 Search Driven by Serial Numbers

Use As of SAP CRM 7.0, users with the business role Service Professional can use the new criterion Serial Number to search for the following business objects: Objects Installed bases Service orders Service confirmations Service contracts Complaints Returns

In addition, you can enable any of the object attributes such as VIN or Equipment ID for the search for the business objects mentioned above. To enable other object attributes in the search: 1. 2. Append the attribute to the object attribute search structure CRMT_PRIL_QUERY_OBJ_ATTRIBUTES. Use transaction ABAP Dictionary Maintenance. Maintain the attribute included in this structure in the object search mapping table CRMC_PRSEA_ATTR with the corresponding set type and attribute name. Use transaction View Cluster Maintenance. Assign the attribute to the respective design layer attribute within the respective context node in the search view for the object. Use transaction BSP WD Component Workbench. Enable the object search attribute on the respective search view configuration. Use transaction BSP

3. 4.

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WD Component Workbench.

1.25.13.2.9 CRM-BTX-CTR-SCO-CHP

Change Processes

1.25.13.2.9.1 Contract Change Processes (Enhanced)

Use As of SAP CRM 7.0, change processes are no longer offered only for usage-based service contracts, but for service contracts as well. The following existing change processes available for usage-based service contracts are also valid for service contracts: On item level: Contract Renewal - One Item Only Cancel last Change Process Cancel COA Change of Other Partners Stop Billing Resume Billing Change of Service Product Contract Termination

On header level: Contract Renewal - Entire Contract Change of Sold-To Party

Additionally, the following new change processes are available at item level: Change of Quantity/Value You can use this change process to change the quantity or the value of contract items. Change of SLA You can use this change process to change the service profile or response profile.

Change processes are defined either for header level or item level. All change processes that are executed at item level can be triggered at header level. The system then

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

Effects on Customizing You find the standard Customizing under Customer Relationship Management -> Transactions -> Settings for Contracts Additional Settings for Service Contracts -> Change Processes. See also Advanced Contract Management - Mass Change Processes (New)

1.25.13.3 CRM-BTX-CTR-UCO

Usage-Based Service Contract

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

Use As of SAP CRM 7.0, the service contract and the usage-based service contract were enhanced as follows: Enhancement of Service Contracts You can create quantity or value contract items and service contract items together within one service contract quotation or within one service contract. You can make changes to service contracts using change processes. For more information about change processes, see Contract Change Processes (Enhanced). You can also still make changes manually, as before. If you no longer want to allow manual changes, you can limit the ready-for-input status of certain fields by using Customizing. You create a service contract from a service contract quotation using the new button Accept instead of the button Create Follow-Up. The result is a consistent procedure for users to accept quotations, regardless of whether contract quotations were created from scratch or resulted from change processes. Another advantage is that cancellations can be executed using the change process Cancel COA. You can create a new object at header level for an item by using the new button Create Object, or by using field Reference Object ID . The system automatically enters the new object or an assigned object in the object list at item level in the top position. If you were to create another object for the same item or assign an existing object, the object in the topmost position in the object list would be overwritten.

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If you navigate to item level, you can assign other objects in the object list or create new objects using the new button Create Object. Enhancement of Usage-Based Service Contracts You can create service plan items as subitems of the usage-based service contract item. You create a usage-based service contract from a usage-based service contract quotation by using the new button Accept. A usage-based contract can still be generated as before from a quotation by using scheduled action UBB: Generate Certificate of Acceptance in Background. The new button results in a consistent procedure for users to accept quotations, regardless of whether there were initial contract quotations or contract quotations that resulted from change processes. You can create a new object at header level for an item by using the new button Create Object, or by using field Reference Object ID . The system automatically enters the new object or an assigned object in the object list at item level in the top position. If you were to create another object for the same item or assign an existing object, the object in the topmost position in the object list would be overwritten. You can still create the object as a subitem of a usage-based contract item, as before. We recommend no longer using this procedure, however. As of SAP CRM 7.0, a contract in which all items have status Released is activated automatically, which makes it available for follow-up processes. You can set up the system so that contracts whose items all have system status To Be Released (I1157) are released and activated with a background action. The previous separation of release and activation no longer exists.

Effects on Customizing You can use Customizing activities Define Change Level and Specify Whether Fields Are Ready for Input Dependent on Status to prevent entries in certain fields of a service contract, depending on a status. To be able to use system status To Be Released, in Customizing activity Define Status Profile for User Status, you must either create or change a corresponding Status Profile according to the following: Between the status with assignment INPR (Edit) in field Trans. (CRM: User Status Triggers Business Transaction) and the status with assignment RELE (Release) in field Trans. create a life cycle status called, for example, To Be Released and assignment FREL in field Trans. Business transaction FREL is assigned to status I1157 - To Be Released; the action for automatic release and activation of the contract can react to this status. Then, double-click on your new life cycle status and on screen Change Status Profile: Transaction Control, create a row with value For Release: Set in field Business Transaction and choose Set and No influence.

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1.25.14 CRM-BTX-COI 1.25.14.1 CRM-BTX-COI-SRV

Controlling Integration Controlling Integration Service

1.25.14.1.1 Costs of Materials and Services (New)

Use As of SAP CRM 7.0 you can retrieve planned costs from SAP ERP for services, service parts, tools, and sales products that have been replicated from SAP ERP. This function is supported as of SAP enhancement package 4 for SAP ERP 6.0. You can display costs from SAP ERP in the following business transactions: Service order quotations Service orders Billing requests Sales order quotations Sales orders

You can also set up pricing in SAP CRM to calculate margins, based on the planned costs from SAP ERP. Cost elements from SAP ERP are shown in the Price Details assignment block, on header and item level of a business transaction. If you want to display costs and a margin in the Price Totals assignment block, you need to configure the UI component CRMCMP_PRC to include the relevant fields. If costs change in SAP ERP, you can trigger repricing from the edit view of the Price Details assignment block to show the new costs. No currency conversion takes place for costs. Costs are displayed in SAP CRM in the business transaction currency.

Effects on Customizing Mapping SAP ERP Pricing to SAP CRM Pricing You need to make the following settings in order to map SAP ERP pricing to SAP CRM pricing: 1. Create a condition function with the target field COST_AMOUNT You do this in Customizing for Customer Relationship Management under Transactions -> Settings for Contracts -> Additional Settings for Service Contracts -> Settings for Usage-Based Service Contracts -> Pricing -> Define Condition Functions.

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2.

Download condition types (and optionally pricing procedures) from SAP ERP Condition types with the condition category Q (Costing) are downloaded. In SAP CRM, the data record source is automatically set to Q (CRM: Pricing), and the condition function that you have defined for costs (see previous step) is set. Create pricing procedures in SAP CRM if you did not download them from SAP ERP You do this in Customizing for Customer Relationship Management under Basic Functions -> Pricing -> Define Settings for Pricing -> Create Pricing Procedure, on the Control Data screen. Assign the condition type that has been downloaded from SAP ERP and select the Statistical checkbox so that the planned costs are not included in the net value. If you want to display a margin, enter a line for this and define how the value is calculated (for example, as the difference between net value and costs). Assign the pricing procedure to the relevant business transaction types in the business transaction category Sales. Determination of Relevant SAP ERP Material Prices

3.

4.

In SAP ERP, costs are determined from prices that are defined for materials and services on plant level. You enable the system to determine the plant through your organizational data. SAP CRM determines the plant from the relevant organization as follows: In service transactions, from the assignment of service organizations to plants in Customizing for Customer Relationship Management under Master Data -> Organizational Management -> Cross-System Assignment of Organizational Units -> Assign Plant and Storage Location to Service Organizational Units. In sales transactions, through the business partner with the partner function Vendor in the transaction. The assignment of business partners to plants takes place in SAP ERP. When you replicate business partners to SAP CRM, this assignment is also transferred.

1.25.15 CRM-BTX-ESA

ESA Services for Business Transactions

1.25.15.1 Enterprise Services in CRM (New)

Use As of SAP CRM 7.0, new service operations are available in the following process components: Activity Management Business Partner Data Management Campaign Management Channel Partner Request Processing Customer Complaint Processing

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Customer Invoice Processing Customer Quote Processing Customer Rebate Processing Human Capital Master Data Management Identity Management Installed Base Data Processing Lead Processing Measurement Master Data Management Opportunity Processing Organisational Management Price Master Data Management Product Catalogue Authoring Product Configuration Management Product Data Maintenance Product Marketing Sales Contract Processing Sales Order Processing Service Confirmation Processing Service Contract Processing Service Order Processing Service Order Quotation Processing Territory Management

The XI content for the enterprise services is available in the namespaces http://sap.com/xi/CRM/Global2 and http://sap.com/xi/CRM/SE under SAP CRM ABAP 7.0.

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

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1.25.16 CRM-BTX-GWI

Groupware Integration (Client)

1.25.16.1 Client-Based Groupware Integration (Enhanced)

Use As of release CRM 7.0, client-based groupware integration supports new toolbars in Microsoft Outlook to enhance the synchronization feature. With this release you can: Trigger groupware synchronization from windows desktop or programs menu Assign SAP CRM data such as account, contact, employee responsible, and reference document to appointments and tasks and transfer them directly to SAP CRM from within your groupware environment Access SAP CRM data within your groupware environment and view selected SAP CRM data using a hyperlink. You can configure and customize to restrict the data available to users Work offline in the groupware environment and display SAP CRM data. Integration with SAP CRM is only possible in an online mode

Effects on Existing Data On installing the plug-in on your desktop for Microsoft Outlook, a new button Relate to SAP CRM is available in your appointment, task, and contact toolbars. Effects on Data Transfer To enable you to control account and contact creation through groupware based on the logged-in user#s business role, you must add the following parameters in Customizing for Customer Relationship Management under CRM Middleware and Related Components -> Settings for Client-based Synchronization Parameter Field Value Purpose

BLOCK_CONT_NEW_<ROLE> X To block creation of new contacts. This will also block associated actions of creating an account as well as adding an address to an existing account BLOCK_ACNT_NEW_<ROLE> accounts X To block creation of new To block creation of a new

BLOCK_ACNT_ADDR_NEW_<ROLE> X address for an existing account

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

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1.25.17 CRM-BTX-KA

Knowledge Article

1.25.17.1 Knowledge Articles (New)

Use As of SAP CRM 7.0, you can use knowledge articles with sales, marketing, and service processes in the Interaction Center (IC) WebClient and CRM WebClient UI. Knowledge articles are an integral function of knowledge management, and are used to store and retrieve information. For example, a sales manager can include a product specification as a knowledge article that an IC agent can easily retrieve for assistance during a sales order. The knowledge articles base is the default knowledge base delivered in the standard system and allows you to do the following: Create your own knowledge articles either manually or from an existing template Add short text notes and attach documents to knowledge articles Attach the following to knowledge articles: Object Product Installed Base (IBase) Case Business Partner Category Campaign

Add knowledge articles to a transaction, for example, incident or problem Search for knowledge articles efficiently using a full-text search by, for example, keyword, status, or description

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

Effects on Customizing A new transaction type is available for knowledge articles (KNAR). You can define settings for knowledge articles in Customizing for Customer Relationship Management under Master Data -> Knowledge Articles. See also IT Service Desk (New) IT Service Management (New) Service Request Management (New)

1.25.18 CRM-BTX-SRQ

Service Request

1.25.18.1 IT Service Management (New)

Use As of SAP CRM 7.0 you can run IT service management (ITSM) processes that allow you to manage your IT infrastructure in accordance with IT Infrastructure Library (ITIL) best practices. The following processes are supported: Incident management Includes detecting, classifying, and resolving incidents in an organization. Incidents are events that are not part of the standard operation of a service and that interrupt or reduce the quality of that service. Problem management Investigates the underlying cause of incidents and minimizes the effect of defects in services, defects within the IT infrastructure, human errors, and external events. Change management Handles changes to the IT infrastructure or any aspect of services in a controlled manner, enabling approved changes with minimal disruption. Service level management Responsible for the definition and control of the services that the IT organization offers and performs for its customers.

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IT object management Accounts for the IT infrastructure items within the organization that are relevant for efficient incident, service request, problem and request for change processing.

Predefined Transaction Types The following transaction types are defined specifically for ITSM though they can be used as a basis for other service request-related transactions you may create. ITIN - Incident ITPR - Problem ITCH - Request for Change

Generic Functions for Incident, Problem, and Request for Change ITSM uses all of the new functions available in service request management and knowledge articles in addition to some specific functions listed below. Specific Functions for Incidents Incident processing can be integrated with SAP Solution Manager Service Desk, with SAP CRM configured as the central service desk for all incoming IT requests. If an incident is related to a SAP application-related issue, it can be transferred from the SAP CRM to the SAP Solution Manager service desk. Specific Functions for Problems You can link incidents to a problem, which becomes a master ticket, and therefore minimizes individual incident administration. When problems are updated, all of the locked incidents can be updated. Specific Functions for Requests for Change Approval procedures are integrated with requests for change. A standard SAP Workflow template is available to inform the appropriate persons or groups that their approval is required for the request for change. Roles The following new roles are available for ITSM: IT Service Desk Agent - IC_ITSDAGENT IT Service Professional - ITSERVICEPRO IT Service Requester - ITSERVREQU

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

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See also Service Request Management (New) IT Service Desk (New) Approvals (New) Multilevel Categorization (Enhanced) IT Infrastructure Item Objects (New) Objects (Enhanced) Knowledge Articles (New) For a detailed description of the functions available for IT Service Management, see SAP Library for SAP Customer Relationship Management in SAP Help Portal at http://help.sap.com.

1.25.18.2 Service Request Management (New)

Use As of SAP CRM 7.0, you can manage service request processes that reliably submit, dispatch, approve, monitor, and deliver requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios. Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for approval and service delivery. Service request processing can be monitored and detailed analyses can be performed, for example, to ensure customer satisfaction and evaluate the performance of your service organization. The following new functions are available: Expanded capabilities of multilevel categorization to quickly and accurately categorize your service requests and, for example, to automatically determine service products based on the selected categorization. Ability to classify transactions based on their urgency and impact to determine their recommended priority, which allows for accurate processing in accordance with agreed-upon delivery times Automatic calculation of the time spent on each stage of service request processing Automatic determination of service level agreements (SLAs) to transactions based on determination procedures Predefined templates to facilitate the entry of commonly reported requests

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Ability to assign several transactions to another transaction which becomes a master ticket, so that the service team can handle the master ticket and not have to administer each individual transaction System proposal of related transactions to quickly determine relationships between transactions Integration with knowledge articles that provide accurate solution descriptions to solve issues effectively Integrated approval procedures, especially for requests for change, to enable controlled processing of all required approval steps Integrated escalation that uses e-mailing and SAP Workflow options to ensure that all involved parties get the required information about the transaction status in time Customizable processing log that presents changes made to a transaction in a structured manner Integration to SAP NetWeaver Business Intelligence to provide detailed content for extensive analyses Optional integration into standard SAP processes such as billing and controlling

Effects on Customizing There is a new node for the Customizing activities related to service requests under Customer Relationship Management ->Transactions -> Settings for Service Requests. There is a new node for the Customizing activities related to approvals under Customer Relationship Management -> Transactions -> Basic Settings -> Approval Settings. There are two new Customizing activities related to multilevel categorization under Customer Relationship Management -> CRM Cross-Application Components -> Multilevel Categorization: Assign Transaction Types to Catalog Categories Assign Item Categories to Catalog Categories

There is a predefined transaction type named Service Request (SRVR) provided in the standard delivery. You can use this as a base to customize your service request-related transactions. See also IT Service Management (New) IT Service Desk (New) Approvals (New) Multilevel Categorization (Enhanced) IT Infrastructure Item Objects (New) Objects (Enhanced) Knowledge Articles (New)

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

1.26 CRM-CM

Case Management

1.26.1 Investigative Case Management (New)

Use As of SAP CRM 7.0, investigative case management (ICM) supports intelligence and law enforcement agencies during their security-related investigative activities. These activities include the following: Processing incidents into leads and coordinating investigative tasks Initializing, prioritizing and categorizing of cases on the basis of incoming calls or leads that are entered in the system Managing electronic records and files Managing activities and resources Evaluating the reliability of collected data and the sources that have provided it

Using the functions available, you can do the following: Create Incidents, Leads and Cases Incidents enable you to record events for auditing purposes, for example, information received by an anonymous phone call. Leads contain the initial data related to an incident. If the investigation of a lead establishes that a crime has occurred, a case can be created. Coordinate Activities Worklists structure and coordinate activities (for example, the interrogation of a witness or a surveillance detail) that are assigned to individuals or teams. Create Objects You can create objects to record the physical attributes of non stationary items (for example, a car, boat, or weapon) that are relevant to investigative activities. Create Locations You can create locations to record the details of places that are relevant to investigative activities. For

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example, a crime scene at the corner of King street and Duke avenue or the bench by the Nelson statue in Hide Park. Create Relationships You can create relationships between entities to create associations that are relevant to investigative activities. For example, a stolen car that is involved in a bank robbery has a relationship to two separate cases: the theft of the car and the bank robbery. Identify and Manage Persons and Organizations Involved in an Investigation Members of the law enforcement agency performing the investigation: User and role-based authorizations can be assigned to restrict the viewing and editing of entities.

Individuals, groups, or organizations, for example, victims, witnesses or suspects: Build profiles, including physical description, other names used, addresses and possible whereabouts, identification credentials, relationships with other individuals and criminal organizations, and previous convictions. Expunge data or relationships to other entities.

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

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

1.27 CRM-ISA
1.27.1 CRM-ISA-BAS

Internet Sales
Shopping Basket and Order Entry

1.27.1.1 Creating ERP Sales Orders Through CRM Web Channel (New)
Use As of SAP CRM 7.0, you can customize Web Channel to create either a CRM or an ERP sales order. In this new ERP sales order scenario, the Web shop, product catalog, and marketing capabilities of CRM are

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enabled and used to create the ERP sales order. When the Web shop user adds items from the CRM product catalog, there is no creation or replication of the order in CRM. Pricing is retrieved from the ERP system and the order is created directly in ERP. This function is available for the B2B scenario. Contract creation through the Web shop is not supported. Prerequisites You have set up the Web Channel application to access ERP and CRM simultaneously. For more details, see the configuration documentation.

See also For more Release Note information about Web Channel, see Entering ERP Transactions in CRM. You configure the Extended Configuration Management (XCM) for Web Channel in SAP Solution Manager at Basic Settings for CRM Web Channel -> General Settings for CRM Web Channel -> Configuring Web Application.

1.28 CRM-RPL Resources

1.28.1 CRM-RPL-SRV

Resource Planning for Personnel

Service Resource Planning

1.28.1.1 Changes to Customizing Structure for Workforce Deployment

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Workforce Deployment -> General Settings for Service Resource Planning has changed as follows: The section Assignments has been added. The activity Schedule Items Automatically has been moved from section Scheduling Engine to section Assignments. The activity Integrate External GIS has been added.

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1.28.1.2 Service Resource Planning (Enhanced)

Use As of SAP CRM 7.0, the following features in service resource planning for service order-based scheduling have been enhanced or added. Assignments Automatically resolve assignment conflicts Assignment conflicts caused by changes in time allocations can now be automatically resolved with the function Resolve Assignment Conflicts. When clicking the corresponding button, the system deletes assignments and reassigns service demands as necessary. Separate assignment list and time allocation list You can now display an assignment list and a time allocation list per employee on a separate page in the SAP CRM WebClient UI. You have the following options: Display assignment list per employee Change assignment status Navigate from assignments to the corresponding service order, and create a follow-up service confirmation from there Display time allocation list per employee Maintain time allocations

Mass change of assignment statuses Assignment statuses can now be automatically set using a combination of a program and Customizing entries. Automatic sending of e-mails to resources You can now automatically trigger the sending of assignment information e-mails to the corresponding resources via SAPconnect. The sending of e-mails is triggered by the assignment status defined by you in Customizing. The sending of e-mails is triggered regardless of whether the status has been set manually or automatically. You can attach SAP Interactive Forms by Adobe or Microsoft Word files to the e-mails. You could, for example, enable the resources to confirm services using an SAP Interactive Form by Adobe. This function is available for internal and external resources. This new e-mail function is independent of the existing groupware integration triggered by setting the flag Groupware Relevance under General Data in the service arrangement. It is also independent of the existing option of manually sending an e-mail to an employee via Notify Resource in the Action column of the assignment list. Color code in Gantt chart

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You can now define colors for use in the Gantt chart, and use these colors to illustrate the various assignment statuses, such as Informed or At Customer Site. For each assignment status, you can assign a color for past, present, and future assignments. Appointment Scheduling Appointment scheduling enables you to arrange with your customers when the service employee will arrive at their premises to perform the required service. Appointment scheduling is performed at item level. As soon as you have arranged the appointment with a customer, the system reserves the period in the scheduling engine, in accordance with the duration planned in the service process item. In addition to the existing appointment scheduling function in E-Service and in the Interaction Center (IC) WebClient, appointment scheduling is now also available for back office processing in the CRM Server. This is relevant for the service order and in-house repair order, for example. Service Demands You can now display the assignments for a specific demand in the resource planning application. A selected demand is now automatically deselected as soon as an assignment has been made and the demand staffing level is on Staffed or Overstaffed.

Time Allocations The assignment block Time Allocations has been added to the service resource planning application. Integration of Geographical Information System (GIS) You can now use a third-party GIS solution with service resource planning in SAP CRM. GIS solutions can add the following important services: Geocoding Street-level routing Travel time calculation Graphical map display

Effects on Customizing In order to use the new and enhanced functions in SAP CRM service resource planning, you have to make the following settings in Customizing for Customer Relationship Management: To use the function for automatically changing assignment statuses, you have to make the settings in Customizing activity Define Assignment Status Change. Moreover, you have to use program Assignment Status Change. You can access the program in the Customizing activity Change Assignment Status. You define the automatic sending of e-mails to resources in Customizing activity Define E-Mail Settings.

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You configure the color coding for the Gantt chart in Customizing activity Define Status Colors for Gantt Chart. In order to use appointment scheduling, you have to make the settings in the existing Customizing activity Manage Parameters for Appointment Scheduling. In order to integrate a third-party GIS provider, you have to make the settings in Customizing activity Define GIS Provider.

1.29 CRM-MKT

Marketing

1.29.1 Changes to Customizing Structure for Marketing

Use In SAP CRM 7.0 the Customizing structure under Marketing has changed as follows: The section Loyalty Management in BBPCRM is new. In the section Product Proposals, the subsection IC Settings with the activities Configure Display Characteristics in Agent Profile and Assign Product Proposal has been removed. The settings made in this section were relevant only for the Interaction Center WinClient, which is no longer supported.

1.29.2 Enhanced High-Volume Capabilities for Marketing (New)

Use As of SAP CRM 7.0, you can use enhanced high-volume capabilities in the areas of external list management, segmentation, and campaign execution. Typical uses for these capabilities are promotional campaigns, newsletters, and product announcements. External List Management Marketing prospect is a new object created in SAP CRM by uploading an external list. It is a new category of mapping formats added to support the upload of high volumes of address data in an efficient manner. In the mapping formats application, you can group and display fields related to a marketing

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prospect using marketing attributes or address data as filter criteria. You can also create target groups from these marketing prospects. To avoid timeout, which is a common occurrence while uploading high volumes of data from a local PC, the file upload function of external lists has now been enhanced with the option of uploading address files from the SAP CRM Application Server (Click Select Server File). It is recommended to upload large files from the server even though it can still be done from a local PC (Click Select Client File). Segmentation Completely Revised Graphical Modeling The graphical modeling of segments has been completely revised and better adjusted to meet the special requirements of segmenting high volumes of business partners. The graphical modeling is now performed step-by-step using a hierarchical structure. New icons give a better overview of which actions have been performed in the modeling. The AND/OR filter selection now has a distinctly more intuitive layout, and the rejoining or removal of target groups, as well as the formation of intersections, is easier to follow in the segmentation model. You can now define target groups without generating them. It is possible to define target groups in the segmentation model, but to generate the target group at a later point in time, or even at regular intervals. Via the generation of a segmentation model, multiple target groups within the segmentation model can be generated at the same time. Note that the previous method of graphical modeling is still available for smaller data volumes, as well as for business partners with relationships, for object segmentation, and product segmentation. Changed Terminology In connection with the new graphical modeling interface, the terminology within segmentation was also changed. Segmentation now takes place using segmentation models and segments, which correspond approximately to the former terms profile sets and profiles. Dynamic Segmentation Basis The segmentation basis is no longer a static list of business partners, but simply a combination of filters you can model and save it just like a segment. New Data Source "File Import" As part of the improved integration of segmentation with the TREX server, you can now define a CSV file as a data source for segmentation. This significantly improves the use of high volumes of data from SAP NetWeaver Business Intelligence as a basis for segmentation. Campaign Execution You can execute campaigns with high volumes of business partners or marketing prospects. For mail forms, we deliver two new attribute contexts: Internet Mail (High Volume) and File Export (High Volume). In addition, we provide a new function to preview the personalized mail before sending it. For campaigns, we deliver two new communication channels: High Volume E-Mail and High Volume File Export. With these communication channels, you can export data to third-party mail servers and tools as CSV files, or to specialist letter shops or similar as CSV or XML files.

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During campaign execution, you can benefit from parallel processing of target groups. We deliver a new execution monitor to give you details on the status of the processing. Additionally, you can get an overview in your high-volume campaign of the number of contacts you have made with business partners or marketing prospects. Typical uses for these capabilities are promotional campaigns, newsletters, product announcements, and event flyers. Effects on Existing Data Campaign Execution Note that for high-volume campaigns, you cannot use some features such as relationship determination, standard communication method, attached content in e-mails, conditions in mail forms, and sender and reply-to addresses on your SAP server. High-volume personalized mail contains links to, for example, pictures, rather than attaching them in the e-mails. On executing a campaign, you can define whether the system checks the correspondence language of your business partners, or simply uses a defined language.

Effects on Customizing External List Management To use the enhanced high-volume capabilities in external list management, you make Customizing settings in Customer Relationship Management under Marketing -> External List Management. Segmentation To use the enhanced high-volume capabilities in segmentation, you make settings in the following Customizing activities: Define Delta Source Objects for High Volume Segmentation BAdI: Determine Bus. Partners for Delta Source Objects in High Volume Segmentation Campaign Execution To use the enhanced high-volume capabilities in campaign execution, you make settings in the following Customizing activities: Define Types/Objectives/Tactics Define Communication Medium Make Settings for Parallel Campaign Execution Define File Export Variants BAdI: Define Outbounds for High-Volume Campaign Execution

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1.29.3 CRM-MKT-MPL

Marketing Planner

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

Use As of SAP CRM 7.0 SP01, you can use two enhanced Business Add-Ins (BAdIs) when working with trade promotions: BAdI: Marketing Project Fund Determination BAdI: Additional Marketing and Assignment Checking and Controlling Options BAdI: Marketing Project Fund Determination (CRM_MKTPL_MKTPROJ_ENHANCEMENT) In previous releases, you could only use this BAdI to filter the list of funds provided by and used by fund determination. An additional method has been added and the original method has been enhanced to allow you to do the following: Filter the list of funds provided by fund determination Override the list of funds provided by fund determination based on user-defined values

See the BAdI documentation for more details. BAdI: Additional Marketing and Assignment Checking and Controlling Options (CRM_MKTPL_OL_ASG) The functions performed by this BAdI were performed by standard system functionality and have now been transferred to the BAdI implementations so that you can deactivate them if you want to bypass the checks. If you deactivate the BAdI implementations, then you can add off-invoice trade spends that have start dates in the past. For trade spends of type rebate (fixed and variable), this has always been possible. You can use the following two new BAdI implementations to perform checks on products and trade spends in trade promotions: CRM_MKTPL_OL_ASG_TPM_EFFDATES CRM_MKTPL_OL_ASG_TPM_TRDSPEND

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

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Add a new product to the trade promotion and set its effective start date in the past when an off-invoice trade spend that starts in the past is already assigned to the trade promotion.##If the trade spend does not have dates, the buying dates are used to perform the check instead. If the buying dates are not defined, then the planning dates are used. Change the start date of an existing off-invoice trade spend to a date in the past Set an effective start date in the past for an existing product when an off-invoice trade spend that starts even earlier is already assigned to the trade promotion

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

Effects on Customizing BAdI: Marketing Project Fund Determination has been added to Customizing for Customer Relationship Management under Trade Promotion Management -> Trade Promotions -> Funds Integration -> Business Add-Ins. You can access the new implementations for BAdI: Additional Marketing and Assignment Checking and Controlling Options in Customizing for Customer Relationship Management under Marketing -> Marketing Planning and Campaign Management -> Additional Fields and Business Add-Ins (BAdIs) for Marketing Planning.

1.29.3.2 CRM-MKT-MPL-ST

Basic Functions Partner Processing

1.29.3.2.1 CRM-MKT-MPL-ST-PAR

1.29.3.2.1.1 Partner Processing in Marketing in CRM 7.0 (changed)

Use The partner processing activity under Customer Relationship Management -> Marketing -> Marketing Planning and Campaign Management -> Partner Processing has been removed. You now make this assignment by going to the activity Define Types/Objectives/Tactics, double-clicking on the relevant type and selecting Partner Determ. Proc.. Previously in this activity, campaigns and trade promotions were assigned a certain project type and they could have a partner determination procedure for each type. Note, however, that with the new checkbox, you can only select one partner determination procedure that is directly assigned to the project type. Also, you must now assign a category to each type. Previously you were able to leave the category field empty and the type could be used for different marketing projects. However, now the category must be specified.

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

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

1.29.4 CRM-MKT-PRP

Product Proposals

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

Use For release CRM 7.0, the product proposals function was enhanced, and the interface design in the CRM WebClient UI was improved. In addition, as of CRM 7.0, you can use product proposals in ERP sales transactions (ERP quotations and ERP sales orders) in the CRM WebClient UI, including the Interaction Center (IC), as well as in Web Channel.

The enhancement comprises the following functions: Item Proposals (New) Item proposals are displayed in the Items assignment block on the Editable Overview Page. They appear at the end of the item list as "template items", that is, without item numbers. The user can transfer the template items as order items, by entering an order quantity. Only then can the system perform pricing and an availability check for the items. The following types of item proposals exist: Item proposals from past orders This function was previously available in the Product Proposals assignment block. Here, the system can propose purchase order quantities in addition to the products. Item proposals from listings and exclusions If a listing is determined for the customer, the system proposes the products from it. If there is also

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an exclusion for certain products, these products are not displayed in the proposal list. This prevents items from being proposed that will later be rejected by the exclusion check. Item proposals are available in the CRM WebClient UI (including IC). In Web Channel, item proposals cannot be displayed. Product Proposals (Enhanced) Product proposals are displayed in their own assignment block, Product Proposals. The user can select individual products, and transfer them to the item list. This applies to the following types of product proposals: Accessories Cross-Selling Up-/Downselling Top N product list Marketing Projects (Campaigns and Trade Promotions)

This function previously existed for CRM sales transactions; as of CRM 7.0, it is also available for ERP sales transactions (quotations and orders). UI Redesign To display product proposals in the transaction, there is an automatic mode and a manual mode available. In the automatic mode, the product proposals are dynamically adjusted, according to the current items. In manual mode, the user can trigger the update, if this seems to make more sense for performance reasons. Pricing You can display prices for the proposed products with the following methods: CRM price list (calculated using IPC) CRM Pricing in IPC (not for ERP transactions)

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

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

Note the following restrictions for product proposals from marketing projects: Product proposals based on marketing projects are not available in Web Channel. In ERP sales transactions, the assignment to a marketing project at item level is not saved.

Effects on Existing Data For CRM 7.0, the item proposals from past orders are no longer displayed in the Product Proposals assignment block, but directly in the Items assignment block.

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Transaction History removed from UI The Transaction History table, which displays the previous transactions from the customer for a certain product, is no longer available in CRM 7.0. If you wish, you can display the Transaction History in SAP CRM WebClient UI, if you activate the old interface design. To do so, you must set the user parameter CRM_PP_LAYOUT_OLD. You can then configure default columns in Access BSP WD Workbench in UI Component CRM_PRODPROP , view ProdPropListView with subtype LAST_ORDERS, or each user can personalize how many columns to display. The associated Customizing views for the maintenance of Display Profiles for the transaction history were removed from the Customizing structure for CRM. If you still want to use an existing display profile, and want to change it, you can access and edit it using the following views: Assign Display Attributes - CRMV_PP_HST_1O (via SM30) Define Display Profile - CRMV_PP_DP_1O_A (via SM34)

Effects on Data Transfer For item proposals from listings, you can download listings from ERP to CRM. You can also load CRM listings to the ERP system. You cannot transfer ERP product proposals to the CRM system. If you want to use CRM product proposals for ERP sales transactions, you should not set up dynamic product proposals in ERP.

Effects on Customizing The Customizing for item proposals and product proposals was adapted to the changed UI, and simplified. There is now a simplified maintenance view available for the definition of method schemas. CRM -> Transactions -> Settings for Sales Transactions -> Product Proposals in Quotations and Orders -> Method Schemas for Product Proposals -> Define Method Schema (Basic) You can also use the previous maintenance of method schemas. The previous maintenance view is now called Define Method Schema (Expert). If you use your own function modules for product proposals, you can edit the method schema using the expert mode only. For more information on Customizing changes, see the "Product Proposals" section in the Release Note Customizing Changes for Business Transactions. New Standard Customizing SAP delivers the following new function module for item proposals from listings: CRM_SALES_PP_PROD_LISTING_READ The new method schema 000019 contains all types of item proposals and product proposals available as of this release that can be used for CRM transactions or ERP transactions. For the display of previous orders for item proposals, the simple display profile PROF_SIMPLE (with only one Profile Attribute) is used in the standard system.

See also

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ERP Sales Transactions in CRM

1.30 CRM-IC

Interaction Center WebClient

1.30.1 Communication Management Software Integration (Enhanced)

Use As of SAP CRM 7.0, you can integrate functions of a communication management software (CMS), such as SAP Business Communications Management, into SAP CRM business roles. This allows you to establish communication-enabled business processes, which in turn allows your company to achieve the following: Simplified interactions with your customers Faster response times Improved ability to locate people with the right skills A business context to communication processes Better enabled end-to-end processes involving employees, customers, suppliers, and partners

If you enable a business role for communication integration, a user who is assigned to this business role can do the following: Manually log on to and off of the CMS In addition to the automatic logon of users to the CMS, you can now define whether users can manually log on to the CMS. Furthermore, users can now manually log off of the CMS. Use a dynamic toolbar Depending on the status of the user's interaction with the contact and the connection to the CMS, you can specify that different sets of buttons are available for controlling the communication. Trigger and receive phone calls View the telephone numbers of business partners as hyperlinks and directly trigger calls to business partners You can define whether the telephones number of business partners are displayed as communication hyperlinks. When the user clicks a hyperlink, the dial pad opens. The telephone number is prefilled and the user can call it directly. Send and receive contact attached data to and from the CMS In SAP CRM, when phone calls are received from the CMS, contact attached data can be received together with the communication event. Contact attached data can be used to retrieve the business partner information for the caller. It can also be used, for example, when a call is transferred, to send and receive the context of the current business process. Use the soft phone of the CMS This allows the user to access various soft-phone-specific features, such as audio and microphone volume controls.

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

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

1.30.2 Accounting Interaction Center (New)

Use As of SAP CRM 7.0, basic support is offered to implement an accounting interaction center (AIC). You can use an AIC to enable financial shared services and handle accounting-related interactions with customers. You can, for example, access open vendor invoices or the accounting segments of customer master data, or create an asset master record. To facilitate this, basic enablement is also offered to connect multiple back-end systems or clients to one CRM system and one interaction center (IC). IC agents can therefore use one IC instance while still connecting to multiple back-end systems that may be required to interact with various accounts set up across system landscapes. IC agents can do the following: Search for employees and vendors as well as customers Search for customers and vendors by ERP reference documents, such as invoice Search for accounts by company codes Use launch transactions to display or maintain accounting-related information in the back-end system

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

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

1.30.3 Briefcase (New)

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

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

1.30.4 Business Transactions in the Interaction Center (Enhanced)

Use As of SAP CRM 7.0, the following standard CRM WebClient business transactions have been integrated into the interaction center (IC): CRM sales order ERP sales order ERP quotation ERP sales contract Service order Complaint Lead Case Opportunity Service request/Incident

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Problem Request for change

These standard CRM WebClient business transactions are now integrated into the IC by default and replace some of the IC-specific business transactions that existed in previous releases. The CRM WebClient business transactions are displayed in the IC with a tiled layout so that they are in line with the overall IC user experience. If you prefer to continue using the IC-specific business transactions, you can customize the IC to include them instead. The following CRM WebClient business transactions have also been enabled for integration into the IC, but are not integrated into the standard IC business roles by default: Quotation Sales contract Service quotation Service contract Service contract quotation Activity (appointment, task)

You can integrate these transactions into the IC with a tiled layout using the navigation bar Customizing and the UI configuration tool. Due to these changes, some additional CRM features are now available in the IC. In the ERP sales order, the following features are now available: Product configuration Bill of material (BoM) explosion Extended product proposals Copy control and follow-up documents Web Channel product catalog integration

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

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

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1.30.5 Employee Interaction Center (Enhanced)

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

See also Account Identification (Enhanced)

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

Use As of SAP CRM 7.0, the e-mail, fax, and letter functions in the interaction center (IC) have been enhanced. You can now do the following: Open more than one e-mail, fax, or letter at a time Navigate between e-mails, faxes, and letters using the Back and Forward buttons Link inbound and outbound e-mails, faxes, and letters to a reference transaction Select a reference transaction when adding a solution to the cart in the knowledge search

1.30.7 Heartbeat Profile (New)

Use As of SAP CRM 7.0 you can manage how the system reacts when a communication failure occurs between a communication session, the communication management software (CMS), and the Web

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browser. For example, in an interaction center environment, the heartbeat profile could be configured to prevent calls from being forwarded to an agent's desktop that is no longer responsive.

Effects on Customizing You set up a heartbeat profile using the Customizing activity Define Heartbeat Profile. You assign the heartbeat profile to a business role using the Customizing activity Define Business Role.

1.30.8 IT Service Desk (New)

Use As of SAP CRM 7.0, a new business role for IT service desk will be delivered. The IT service desk serves as the single point of contact for customers who have IT-related requests. Incident, problem, and change management, which are compliant with IT Infrastructure Library (ITIL) best practices, are fully supported. You can also access defined IT services, service levels, and IT item information. When integrating with the SAP Solution Manager Service Desk, you can use a predefined user interface. For this scenario, the SAP CRM IT Service Desk is the main entry point for all IT-related requests, and requests related to SAP application management can be transferred from here to the SAP Solution Manager Service Desk. The following IT service-related business transactions are available in the IT service desk role: Incident Problem Request for change

For more information, see IT Service Management (New). Additionally, several enhancements, such as the ability to confirm multiple business partners, have been made to account identification in the interaction center (IC) to improve the efficiency of the IT service desk. For more information, see Account Identification (Enhanced).

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1.30.9 Rule Policies (Enhanced)

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

Trigger an outbound e-mail You can use the Send Out-Going E-Mail Using Mail Form action to send an outbound e-mail when rule conditions are met. The action parameters you provide are the subject, sender ID, and reply-to ID. You must also select a mail form template. Trigger a launch transaction You can use the Launch Transaction action to call a launch transaction from the Transaction Launcher when rule conditions are met. For example, you could call an HTML page or SAP ERP transaction. The action parameter you provide is an ID for an existing launch transaction. Navigate from an alert to the relevant object When raising an alert, such as a warning that a service contract is ending, you can enable the user to navigate directly from the alert to the relevant object. To do so, you write actions that pass the object to the method that triggers the alert. Search for rule policies more easily using new search criteria The IDI context allows you to assign business roles and IC events to a rule policy. The rule policy search criteria list has therefore been expanded to include business role and IC event. Search help is available for both new search criteria types.

1.30.10 Shared Service Center (Enhanced)

Use As of SAP CRM 7.0, the interaction center (IC) shared service center scenario has been enhanced. A shared service center allows you to use an IC to efficiently approach interactive and reactive business processes in order to reduce costs and increase quality. SAP allows customers to integrate tasks from areas such as procurement, sales, IT service management, accounting, or human resources into flexible and automated end-to-end processes. These processes, however, may require some human interaction. The SAP CRM IC, with its strong system landscape and communication integration capabilities, allows you to effectively mediate these contacts. To create a

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shared service center, the IC service processes are integrated with the particular SAP process requiring a shared service. The following shared service center scenarios are available for the IC: Accounting Interaction Center (New) Employee Interaction Center (Enhanced) IT Service Desk (New)

1.30.11 Changes to Customizing Structure for Interaction Center WebClient

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Interaction Center WebClient has changed as follows: Under Master Data, the following activities are new: Define Account Identification Profiles for Multiple Business Partners Define Briefcase Define Installed Base Profiles Define Interaction History Profile

Under Basic Functions, the activity Define Context Area Profile is new. Under Basic Functions -> Communication Channels, the following is new: The activity Define Knowledge Base Implementation The activity Define Heartbeat Profile The section Business Process Push

Under Basic Functions, the section Multiple Back-End is new. The section Client Switch has moved from Basic Functions to Basic Functions -> Multiple Back-End.

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1.30.12 CRM-IC-SEA

Account Identification

1.30.12.1 Account Identification (Enhanced)

Use As of SAP CRM 7.0, account identification in the interaction center (IC) has been enhanced. IC agents can now do the following: Create new business partners and related partners Create a relationship between an existing related partner and an account Define the partner category (person or organization) when creating a related partner or account Define the role of a related partner Confirm multiple business partners during account identification (in B2B, B2C, and employee scenarios) View all confirmed partners in a new table on the Account Identification page Change the partner function of confirmed business partners and transfer them to business transactions Confirm the account directly from the search result list with one click Search by a specific relationship type or all relationship types defined in Customizing when searching for business partners in a B2B scenario Display the details of a business partner from within the search result list Search by a specific role or all roles defined in Customizing View relationship types in the search result list View an easy-to-read overview of relevant information in the briefcase For more information, see Briefcase (New).

You can now do the following: Customize searches in account identification You can customize search views that are displayed as tabs on the Account Identification page. For each search, you can define the title of the tab and the type of search (for example, business partner or object component). Define a list of partner functions that can be used to confirm business partners Determine the sequence in which these partner functions are displayed Map the partner functions of confirmed business partners to the existing partner functions in business transactions and the interaction record Define the sequence of the relationship types that appear in the search criteria

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

1.30.13 CRM-IC-INB

Installed Base

1.30.13.1 Installed Base (Enhanced)

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

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

1.30.14 CRM-IC-INR

Interaction Record

1.30.14.1 Lean Interaction Record (New)

Use As of SAP CRM 7.0 you can increase system performance at high volume call centers by using the lean interaction record. The lean interaction record is a version of the interaction record with the following features: New transaction type The lean interaction record transaction type is 0100, and comes with the standard delivery. You assign the transaction type to a business transaction profile using the Customizing activity Define

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Business Transaction Profiles. You can modify the transaction type using the Customizing activity Define Transaction Types. New partner determination procedure The lean interaction record uses the new partner determination procedure 162. This procedure improves performance speed by limiting the partner determination search to activity partners. You can modify the partner determination procedure using the Customizing activity Define Partner Determination Procedure. Removal of the organizational unit determination procedure Removal of the action profile

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

1.30.15 CRM-IC-IHI

Interaction History

1.30.15.1 Interaction History (Enhanced)

Use As of SAP CRM 7.0, the interaction history function in the interaction center (IC) has been enhanced. You can now define an interaction history profile that influences the appearance of the Last Interactions table on the Interaction Record page. In this profile, you can define the following: Period (number of days) for which past interactions are displayed (for example, interactions within the last 30 days) Maximum number of rows to be displayed Business partner types to be used when searching for past interactions (for example, confirmed account or confirmed account with contact person) Transaction types to be displayed

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Effects on Customizing You can define the interaction history profile in the Customizing activity Define Interaction History Profiles.

1.30.16 CRM-IC-SLO

Sales Order

1.30.16.1 Using the CRM Product Catalog with the CRM WebClient UI Including the Interaction Center (Enhanced)
Use As of SAP CRM 7.0, you can use the CRM product catalog with the CRM WebClient UI including the Interaction Center. SAP CRM product catalog integration is intuitive, efficient, and user-friendly. Before, you could only use the product catalog with Web Channel. A sales representative or call center agent can view and navigate the CRM product catalog hierarchy and can select products from the product catalog similarly to a customer navigating the hierarchy of the Java based Web shop. You have two options to select products for transactions from the CRM product catalog: You may create a new CRM sales order, quotation, or service quotation first. You may also create an ERP sales order or quotation. You then select the desired product with the help of the CRM Web shop and the CRM product catalog. You are navigating the CRM product catalog in the CRM WebClient UI and you add products to the buffer. You can create a sales order or quotation within the product catalog and the products will automatically be transferred to the newly created transaction.

Effects on Customizing You must set up a product catalog Java Web application running on a Java 2 Enterprise Edition (J2EE) server. If the product catalog Java Web application can be launched successfully stand alone, then you must integrate the product catalog Web application into the CRM WebClient UI. Maintain the J2EE Web application in Customizing for Define Protocol, Host Name, Port, and XCM Application Configuration under Customer Relationship Management --> Web Channel --> Basic Settings --> Activate Links from CRM WebClient UI to Web Channel Applications. You need to define the URL /catalog/cat/webClientEntry.do for the J2EE Web Application key RTCAP. The URL defined is used to launch the product catalog Java Web application in the CRM WebClient UI. In addition, you must assign the user to the business role IC_AGENT in the Interaction Center environment. Note that IC_AGENT is the shipped business role for the standard implementation. A new business role can be defined.

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1.30.17 CRM-IC-FCA

Financial Contract Accounting

1.30.17.1 Financial Customer Care and Dispute Management (Enhanced)

Use As of SAP Customer Relationship Management 7.0, the following processes are new or enhanced: Note: All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 Enhancement Package 4 at the lowest as the back-end system. For further information on release dependency, see SAP notes 1075410 and 746475. Installment Plan Correspondence creation is now also possible during change and deactivation of an installment plan

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

Worklist/Workitem Usage of work item by dunning by dunning procedure and correspondence dunning. Related documents # based on the document management integration. Correspondence creation using a guided activity. Flexible access to Worklist, My Work items and Work item Search. Configurable default views for work item display. Synchronization between work item and interaction record.

Dunning History Display of champion challenger information in the dunning history.

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Promise to Pay Standard search View including search profile with customizing and eventin back-end. Collections Master Data Filtering

Account Balance - Open Item List Display of information regarding release to external collection agency and debt recovery score. Release to external collection agency. Write off items.

BI Content for FCC and Collections Event logging framework is enhanced by the BDC object work item. (The corresponding extraction of the workitem itself is supplied by the ERP system. See Release Note Integration with Business Intelligence.) Several actions in views of financial customer care are logged. (For a complete list of actions see Customizing for Customer Relationship Management and choose Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events in Repository, especially the events with a name starting with "FICA").

Further information can be found in the Business Information (BI) system. Dispute Management Integration(for Telco & Insurance) Integration of CRM Interaction Center WebClient with ERP FI-CA (New)

Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager. See also For more information on the functions of the individual business processes for the business scenario Financial Customer Care for Public Sector, see SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> SAP CRM 7.0 -> Application Help -> Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.30.18 CRM-IC-UNI

Agent Inbox

1.30.18.1 Agent Inbox (Enhanced)

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Use As of SAP CRM 7.0, the agent inbox in the interaction center (IC) has been enhanced. IC agents can now do the following: Define a default quick search for each business role Save often-used search criteria in the advanced search These saved searches appear in a dropdown box to facilitate fast searches. View the inbox search results in a table or tree format Search for business transactions using multilevel categorization Use index-based search for faster searches

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

1.30.18.2 Business Process Push (New)

Use As of SAP CRM 7.0, you can push business processes to external routers or communication management software (CMS) for distribution and immediate processing to interaction center (IC) agents based on their real-time availability. For example, you can push the following: Business transactions, such as SAP CRM sales and service orders and SAP ERP sales orders Case Management cases Faxes and letters received through SAPconnect or the ArchiveLink scenario

The ID of the business process and a parameter that specifies the type of business process are transferred to the external router or CMS. For each business process, you can define a set of additional parameters to represent, for example, status and priority. In order for the business process to be prioritized correctly in the CMS, you use rule policy actions to set the values for the parameters. For example, you can specify that a business process must have status In Process and priority High to be pushed to an external router or CMS. Business process push is based on the IC agent real-time availability. After the IC agent accepts a request to process a business process item, it is possible to start a collaboration with another user, provided that the presence status of the user allows it. For more information, see Communication Management Software Integration (Enhanced).

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In SAP NetWeaver Business Intelligence (SAP NetWeaver BI), you can analyze the following data about the business process items that are pushed: Average time in queue Average processing time Number of rejected business process items Percentage of business process items distributed within and outside the service level target Average number of transfers of business process items of a particular type

Effects on Customizing For information about the settings for business process push, see the Customizing documentation Define Settings for Business Process Push.

1.30.19 CRM-IC-CTX

Context Area

1.30.19.1 Context Area (Enhanced)

Use As of SAP CRM 7.0, the context area has been enhanced for greater flexibility and ease of maintenance. The following enhancements have been made: Header area consistent with the SAP CRM header area Branding is now left-aligned, and includes the following standard links: Personalize, Help Center, System News, Log Off. Note that a warning is displayed if you attempt to log off when data has not been saved or when a communication process is still open. If desired, you can customize the logo and message. Interaction record cancel option You can cancel the current interaction record and reset the account ID at any point until a dependent business transaction is created, such as a service ticket or sales order, or an e-mail is saved or sent. Communication management software (CMS) reset option If the CMS for the current session stops working, you can reset it without having to log off the communication session and log on again. Immediate display of the Dialed Number Identification Service (DNIS) The DNIS is now immediately displayed with the communication information when a call is received. Context area customizing

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You can configure different versions of the context area and assign them to separate context area profiles, which you then assign to business roles. You do this in the Customizing activity Define Context Area Profile. The context area profile also allows you to set polling frequency. Polling is used to check the server for events relevant to the client, such as alerts or broadcast messaging. Context area configuration You can configure the context area layout and the components within the layout. You can also enhance individual context area components, or add new ones. Work area toolbar configuration You can configure how buttons are organized on the work area toolbar. For example, you could group buttons according to their function.

Effects on Customizing You define a context area profile using the Customizing activity Define Context Area Profile. If upgrading from a previous version of SAP CRM, you assign the CONTEXTAREA function profile to your business roles using the Customizing activity Define Business Role.

1.30.20 CRM-IC-BF

Basic Functions for Business Transactions

1.30.20.1 Business Transaction Search (Enhanced)

Use As of SAP CRM 7.0 you can maintain your own query class when defining a search index for business transaction searches. This can be useful if, for example, you would like to apply sorting methods to search results.

Effects on Customizing You can maintain a custom query in the new field called Query Class in the Customizing activity Define Search Index for Business Transaction Search.

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1.30.21 CRM-IC-CHA 1.30.21.1 CRM-IC-CHA-CHT 1.30.21.1.1 Chat (Enhanced)

Use

Communication Channels Chat Integration

As of SAP CRM 7.0, the chat function in the interaction center (IC) has been enhanced. IC agents can now do the following: Search previously saved chat transcripts In the previous release, chat transcripts were only available from within the interaction record. Chat transcripts are now treated as a knowledge base and can be viewed separately. Use knowledge search directly on the chat page In the previous release, only standard responses could be inserted into the chat view and sent to the customer. Now, knowledge search is embedded into the chat page so that you can search for multiple types of knowledge bases, such as standard responses, chat transcripts, knowledge articles, solution databases, and interactive scripts. Using most knowledge bases, you can insert text directly in the chat view, or copy and paste a certain section of text. When using interactive scripting, the IC agent can execute a script embedded in the chat knowledge search result list, insert questions into the chat view, send them to the customer, and, depending on the answer from the customer, proceed with the script execution.

In addition to the reporting capabilities available for the telephony and e-mail channels in the IC, you can now analyze the following data about chat interactions in SAP NetWeaver Business Intelligence (SAP NetWeaver BI): Number of chat interactions per time period (calendar year, month, week, day, and hour) Average processing time Average time chat requests were waiting in queue Percentage of chat requests answered within and outside the service level target Number of chat interactions discarded by customers before an agent responds Number of dialogs in the chat interaction

Effects on Customizing You can now define the software agent framework (SAF) assignment and add new knowledge bases for chat in the Customizing activity Define Chat Profiles.

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You can now make settings for the knowledge base implementation for chat in the Customizing activity Define Knowledge Base Implementation.

1.31 CRM-MSA

Mobile Sales

1.31.1 Territory Management with CRM Mobile Laptop Applications (Enhanced)

Use As of SAP CRM 7.0, CRM mobile laptop applications have been enhanced to help you better manage your sales. The objective of the enhancement is to align ownership of accounts, product and business transactions with territory ownership. This enables sales managers and sales professionals to optimally use territory assignments.

You can now: Also use territory description as the search criterion with the following components: Business Partners Contacts - when searching for the related business partner Visit Plans Activities Opportunities - by choosing More Criteria Sales Transactions - by choosing More Criteria Products Employees Activity Journal Definition Products Shelf Management Territory Management

Note: In the Territory Management component, you can now also view the attribute range values for territory attributes. Override rule based assignment of territory to a business partner, in the Business Partners component Enable territory-based checks for the following business transactions: Sales Transactions

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Note:

Activities

When you use search help for business partners or products within a transaction, the territory at the header level is defaulted as the territory search criterion. If a default territory has not been assigned to the Employee Responsible, then all the territories of the employee responsible will be considered as search criteria. You can change this territory value. When the Employee Responsible for the transaction has not been entered, the territories assigned to the user are considered as valid territories.

Effects on Existing Data As a prerequisite, you have executed the Download Territories to CRM Mobile report in Customizing for Customer Relationship Management under Master Data -> Territory Management -> Data Transfer. You have selected Initial as the Download Options to download master data for territories from the CRM Server to the consolidated database (CDB).

Effects on Customizing By default, territory check will not apply for any transaction type. The enhanced features described above require that you enable territory check for specified transaction types. You make these settings in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Define Transaction Types. You can now do the following: Restrict territory check to specified item categories by making the required settings in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Define Item Categories Restrict territory check to specified partner functions by making the required settings in Customizing for Customer Relationship Management under Basic Functions -> Partner Processing -> Define Partner Determination Procedure

1.31.2 Trade Promotions with Mobile Sales (Enhanced)

Use As of SAP CRM Mobile Sales 7.0, you can now have greater access to trade promotion related data. You can use the enhanced functionality and data to improve your chances of selling promotional plans to customers.

SAP CRM Mobile Sales has been enhanced with the following trade promotion related features:

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You can view product segments assigned to trade promotions You can view causal data associated to trade promotions for: Product Product category Product group

You can view trade promotions with Display Pallets - in such a case, the product categories in the display pallet are displayed You can view funds plan in a trade promotion You can view subordinate funds spent in a trade promotion You can view trade promotions with indirect relationships You can view spend values and trade spend exceptions Depending on the Customizing setting for Rates Origin, you can specify spend values in the following tile sets: In the Marketing -> Trade Spends tile set when the Customizing setting for Rates Origin is CRM. In this tile set, you can also modify spend values for existing trade promotions that have rates modeled in CRM. In the Marketing -> Volumes/Trade Spends Planning tile set when the Customizing setting for Rates Origin is BI. In this tile set, you can also modify spend values for existing trade promotions that have rates modeled in BI.

The above features help the key account manager in planning and managing trade promotions.

In addition to the above enhancements, you can now also download the following trade promotions from the CRM server to the mobile client: When the product planning basis for the trade promotion is Product Segment or Product Segment and Product When the trade promotion is linked to one or more funds When the trade promotion has an associated causal profile When the Customizing setting for Rates Origin is CRM

Effects on Data Transfer The mobile clients must be subscribed to the publications Customizing Objects 70 and Product Segment

Effects on Customizing

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As a prerequisite, you have made the required Customizing settings in the CRM Server.

To define the profile groups which are relevant for planning, you make settings in Customizing for Customer Relationship Management under Trade Promotion Management -> Key Figure Planning -> Define Planning Profile Groups

To define the campaign types which are relevant for trade promotions with display pallets, you make settings in Customizing for Customer Relationship Management under Marketing -> Marketing Planning and Campaign Management -> Basic Data -> Define Types/Objectives/ Tactics

The originating system for rate is defined in Customizing for Define Rates' Origin under Customer Relationship Management -> Trade Promotion Management -> Basic Data

To define the product hierarchies used to assign products in trade promotions with display pallets, you make settings in Customizing for Customer Relationship Management under Trade Promotion Management -> Basic Data -> Products -> Assign Product Hierarchies

To display causals, you make the following settings in Customizing for Customer Relationship Management under the following: Trade Promotion Management -> Trade Promotions -> Causal Factors -> Define Causal Profiles, Causal Types and Default Values Trade Promotion Management -> Trade Promotions -> Causal Factors -> Assign Causal Profiles for Marketing Planning Trade Promotion Management -> Trade Promotions -> Causal Factors -> Maintain Attributes and Key Values for Causals Fields Trade Promotion Management -> Trade Promotions -> Causal Factors -> Maintain Customer Fields for Causals

To define the assignment of planning profile group to product planning basis, you make settings in Customizing for Customer Relationship Management under Trade Promotion Management -> Key Figure Planning -> Define Planning Profile Groups -> Assign Dependency To Product Planning Basis

To define the assignment of planning profile group to account type, you make settings in Customizing for Customer Relationship Management under Trade Promotion Management -> Key Figure Planning -> Define Planning Profile Group -> Assign Dependency To Account Type

To define the expense types relevant for funds allocation and usage with trade promotions, you make settings in Customizing for Customer Relationship Management under Funds Management ->

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Funds Plans and Funds -> Define Expense Types

1.32 CRM-FRW

Framework

1.32.1 Changes to Customizing Structure for Framework

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> UI Framework has changed as follows: The section Business Roles has been moved from Customer Relationship Management to Customer Relationship Management -> UI Framework. The section Portal Integration has been moved from Customer Relationship Management to Customer Relationship Management -> UI Framework. The section Enterprise Search Integration is new. The section UI Framework Definition -> Application Enhancement Tool is new. The section UI Framework Definition -> Fact Sheet is new. The section UI Framework Definition -> Design Layer is new. The section UI Framework Definition -> Skins is new. The section UI Framework Definition -> CRM Feeds is new. The following activities have been moved within or from the section UI Framework Definition: Maintain Design Layers was moved to the section UI Framework Definition -> Design Layer. Maintain Shared Memory for the Design Layer was moved to the section UI Framework Definition -> Design Layer. Maintain Fact Sheet was moved to the section UI Framework Definition -> Fact Sheet. Define Role Configuration Key was moved to the section Technical Role Definition.

The activity Define Authorization Role has been moved from the section Technical Role Definition to the section Business Roles. The activity Define Navigation Frame has been moved from the section Business Roles to the section Technical Role Definition. The following IMG activities have been renamed: UI Framework Definition -> Configure User Interface was renamed to Access BSP Component Workbench.

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Technical Role Definition -> Define Navigation Frame was renamed to Define Layout Profile. Maintain Design Layers was renamed to Define Design Objects.

The following activities are new in the section UI Framework Definition: Register Overview Pages for Tile Layout Define Add'l Views for Home Pages and Work Center Pages Define Web Links Application Enhancement Tool -> Define System Settings Application Enhancement Tool -> Analyze Enhancements Design Layer -> Copy SAP Design Objects Design Layer -> Deactivate Hiding of Fields Skins -> Access Skin Workbench Skins -> Define Skins CRM Feeds -> Define CRM Feeds CRM Feeds -> Define CRM Feed Groups

The following activities are new in the section Enterprise Search Integration: Specify Client for Template Modeling Specify Software Component for Template Transfer Define Settings for Parallel Extraction Define RFC Destination for TREX

1.32.2 CRM-FRW-AFP

Application Frame

1.32.2.1 Task-Based User Interfaces (New)

Use As of SAP CRM 7.0 you can build task-based user interfaces (UIs) to make it easier for users to perform their daily tasks. The user interface dynamically supports users in performing their daily tasks. The user interface is structured in several steps. Every step represents a small, easy part of the overall

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task. The users are guided through these steps to accomplish their task. In the UI configuration, you can select the views that you want to use for the task-based UI. You can define the steps of the task-based UI and define the order of these steps. A view can be assigned to every step.

1.32.3 CRM-FRW-CON

UI Configuration Tool

1.32.3.1 UI Configuration and Skin Customizing (Enhanced)

Use As of SAP CRM 7.0 the UI configuration has been enhanced by the following features: Drag and drop in the UI Configuration Tool You can now move fields back and forth between the list of available fields and the list of displayed fields in tables, by using drag and drop. You can also change the order of fields in the list of displayed fields, by using drag and drop. You can now add fields from the field selection with all available fields, to the left or right panel in form views, by using drag and drop. You can move fields within the grid, by using drag and drop. Tile layout for overview pages You can now switch the layout of overview pages from the traditional page layout to a tile layout in the UI Configuration Tool. You can choose between several tile layouts, for example, the 2 x 2 and 2 x 3 layout, or the T-shape. Additional views in home pages and work center pages You can now define views that you want to add to your home pages and work center pages. Views in this repository are available in the list of available assignment blocks in the UI configuration of every work center page and every home page. Skin workbench You can use the skin workbench to copy SAP skins and enhance the copies to your needs. These skins are available on the central personalization page under the layout settings. Here you can select the skin that you want to use for the CRM WebClient UI.

Effects on Customizing

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To switch the layout of overview pages in the UI configuration, you need to register these overview pages in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Register Overview Pages for Tile Layout. To make views available in the UI configuration of work center pages and the Home page of your business role, you can define these views in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Define Add'l Views for Home Pages and Work Center Pages. You can copy SAP skins in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Skins.

1.32.4 CRM-FRW-UI

User Interface

1.32.4.1 Charts in Tables (New)

Use As of SAP CRM 7.0 you can use bar charts and pie charts to view table-based result lists and assignment blocks in the CRM WebClient UI. You can open the chart by clicking the Open Chart icon, if available, in the toolbar of assignment blocks and result lists. You can select the column that you want to view in the chart and choose between a pie chart or a bar chart. You can use the zoom function, including zoom in and zoom out. If you need more space to display the table content, you can close the chart and open it again later. If you click a column title in the table, you can filter the corresponding column. The chart is automatically adapted to the newly displayed entries, and the corresponding bar or pie section is highlighted in the chart. If you filter an additional column, the first and the additional filter are applied to the table as well as to the chart. If you click a pie section in the pie chart or a bar in the bar chart, this section is highlighted and the corresponding entry in the legend is highlighted by a frame. In both cases, the table is filtered according to the pie section or the bar that you have selected in the chart.

Effects on System Administration In the standard delivery, charts are enabled in result lists and in assignment blocks. Effects on Customizing You have made the necessary settings in Customizing for Customer Relationship Management, by choosing UI Framework -> Technical Role Definition -> Define Parameters. You use the parameter ENABLE_FTG_USAGE to enable or disable charts in tables. Under Profile Definition -> Parameter Assignment you can assign different values to the parameter ENABLE_FTG_USAGE. You have assigned the PARAMETERS function profile to your business role in the business role

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Customizing.

1.32.4.2 CRM Feeds (New)

Use As of SAP CRM 7.0 you are provided with a CRM Feed that is related to your daily work, including alerts and workflow tasks. Every user is provided with his or her own feed. You can subscribe to the CRM Feed either by using the RSS feed feature of the browser, for example, by clicking the RSS icon in the address bar of the Mozilla Firefox browser, or by clicking the CRM Feed icon on the central personalization page of the CRM WebClient UI.

Effects on Customizing The system administrator can define CRM Feeds and CRM Feed groups in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> CRM Feeds. The system administrator needs to assign CRM Feed groups to the function profile CRM_FEEDS of a business role in Customizing for Customer Relationship Management, by choosing UI Framework -> Business Roles -> Define Business Role. The end user can subscribe to his or her CRM Feed under the CRM Feed settings on the central personalization page in the CRM WebClient. However, these settings are only available if the necessary Customizing settings at business role level have been performed beforehand.

1.32.4.3 Home Page Personalization (Enhanced)

Use As of SAP CRM 7.0 you can add the following links to the Home page of your business role: Web links, which are simple URLs that are opened in a separate window CRM links, which are URLs that are used to navigate inside SAP CRM; they are opened in the same window in which the CRM WebClient UI is running Widgets, which are graphical objects that show dedicated information, typically from an external source

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Effects on Customizing The system administrator can define Web links, and widgets that are to be displayed on the Home page of a business role in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Define Web Links. These Web links and widgets are assigned to Web link groups and widget groups in the same Customizing activity. The system administrator needs to assign Web link groups and widget groups to the function profile of a business role in Customizing for Customer Relationship Management, by choosing UI Framework -> Business Roles -> Define Business Role. The function profiles to be used for Web links and widgets are, respectively, EXT_WEB_LINKS and WIDGET_LINKS. The end user can personalize Web links, CRM links, and widgets under the Favorites settings on the central personalization page in the CRM WebClient. However, these settings are only available if the necessary Customizing settings at business role level have been performed beforehand.

1.32.4.4 Recent Items (New)

Use As of SAP CRM 7.0 you can navigate to the items you have visited most recently in your business role, by using the recent items. The Recent Items block is located in the navigation bar of your business role. It contains links with the item titles, in the order you have visited them. The most recently visited item title appears at the top. If you click a link in the Recent Items block, the item title is highlighted until you navigate to another item. However, the item title is also highlighted if you have found the item via search, for example. You can decide if you want to display the Recent Items block in your business role, on the central personalization page. Here you can also select the number of links to be displayed, by choosing a maximum of 10 entries.

Effects on Customizing To display the Recent Items block in the navigation bar, the system administrator needs to define a direct link group with type 'Recent Items' in Customizing for Customer Relationship Management, by choosing UI Framework -> Technical Role Definition -> Define Navigation Bar Profile. This direct link group needs to be enabled in your business role in Customizing for Customer Relationship Management, by choosing UI Framework -> Business Roles -> Define Business Role. To display the Recent Items block and select the number of entries to be displayed, end users can make

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the necessary entries for their business role under the navigation bar settings on the central personalization page. However, these settings are only available if the necessary Customizing settings at business role level have been performed beforehand.

1.32.4.5 Simple Search (New)

Use As of SAP CRM 7.0 you can use the simple search in the CRM WebClient to search for business objects. You can now enter keywords, IDs, or free text in the easily accessible search field, and search across all business objects that belong to a business role. The simple search is based on SAP NetWeaver Enterprise Search and uses the complex functions of this search engine, such as full indexing or incremental indexing. The simple search is integrated in the central search, which is located in the header area of the navigation frame, and hence visible at all times. You can always access it, regardless of the business object you are in. In the search menu you can choose between the search for all business objects, saved searches, and the individual business objects that are displayed in alphabetical order. The search result is divided into separate result lists. Each business object is displayed in a separate result list. The number of business objects found in the search is indicated in the title of the result list. You can personalize the individual result list to your needs. You can for example, add columns to the result list, and remove them, or define the number of displayed data records. The simple search supports the following business objects: Accounts Account (Customer) Contacts Activities Campaigns Cases Channel Partners Claim Submissions Claims Complaints Contacts Employees Funds Individual Objects Installed Bases Leads

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Mail Forms Market Segments Marketing Plans Material Products Opportunities Partner Accounts Partner Contacts Product Catalogs Reservations Returns Sales Agreements Sales Contracts Sales Order Quotations Sales Orders Service Agreements Service Confirmations Service Contract Quotations Service Contracts Service Order Quotations Service Orders Service Plans Service Products Service Warranties Surveys Trade Promotions Warranty Claims

Effects on System Administration To use the simple search you need to install Search and Classification TREX 7.1 for SAP NetWeaver 7.01.

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1.32.4.6 Smart Input Help (New)

Use As of SAP CRM 7.0 the smart input help is available in fields with an input help. If you double-click fields with an input help, or use the backspace key in an empty field with input help, you can now see your last five entries in this field. Your most recent entry appears at the top of the list that is displayed below the input field. New entries are added to your last five entries after further action, for example, when you navigate to another page. A background search is performed in addition to the five entries in fields with a simple input help; that is, where the available entries are immediately displayed if the input help was clicked by the user. The background search is started as soon as you enter the first character in the field. The data records found are displayed in alphabetical order below the five entries, from which they are separated by a dashed line. If more than 50 records are found in the background search, (Too Many Records ...) appears at the end of the list with the data records found. You can use report SVH_DELETE_LAST_ENTRIES to delete the entries of any user in the smart input help.

Effects on Customizing You can customize the smart input help in Customizing for Customer Relationship Management, by choosing UI Framework -> Technical Role Definition -> Define Parameters. The corresponding parameter is SVH_DISABLED with the following parameter values: L: Last values only B: Background search only X: Disable the input help completely <Empty>: Last values and background search together

End users can disable the smart input help for performance reasons, for example, or they can delete entries that have been saved. They can do so on the central personalization page under the layout settings, by selecting the indicator Disable the suggestion of entries for input helps. In this case, the smart input help needs to be enabled in Customizing, otherwise the indicator is not available under the layout settings.

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1.32.5 CRM-FRW-WKB

Development Workbench

1.32.5.1 Design Layer Customizing (Enhanced)

Use As of SAP CRM 7.0 the design layer Customizing has been enhanced by the following features: The reference design object has been introduced. It is referred to by other design objects that inherit the design settings of the reference design object. This enables a reuse of design settings in different design objects. You can now add attributes that belong to other BOL objects, in one design object. This means that you can now group similar attributes in one design object, even if these attributes belong to different BOL objects. You can now see at a glance all design objects that are assigned to a view, and you can easily add new assignments, in the BSP Component Workbench. You can hide technical fields so that they are not available in the UI Configuration Tool and at runtime. If you have upgraded from SAP CRM 2006/s or SAP CRM 2007 to the current release, and if you have used a technical field that is hidden in the current release in your customer configurations, you can switch off the hiding of fields.

Effects on Customizing You can define design objects in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Design Layer -> Define Design Object. You can copy SAP design objects to your own layer in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Design Layer -> Copy SAP Design Objects. You can switch off the hiding of fields in Customizing for Customer Relationship Management, by choosing UI Framework -> UI Framework Definition -> Design Layer -> Deactivate Hiding of Fields.

1.32.5.2 Application Enhancement Tool (New)

Use As of SAP CRM 7.0 you can use the Application Enhancement Tool to enhance CRM applications, by adding new fields. Depending on the enhanced business objects, you do not only use the Application Enhancement Tool to

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add new fields but also to make these new fields available in Business Intelligence (BI), R/3 Adapter, CRM Mobile, OLTP Reporting, and searches. Additionally, you can define your own dropdown list boxes for your new fields, by using the Application Enhancement Tool. You can access the Application Enhancement Tool in the CRM WebClient UI, where you can start the tool in the Administration work center of the navigation bar. You can use the Application Enhancement Tool to search for enhanced objects and display, create, change, or delete enhancements. Additionally, the Application Enhancement Tool is integrated in the UI Configuration Tool and can directly be started in this tool. The fields that you have added to a business object are displayed in the list of available fields of the corresponding components and views in the UI configuration.

Effects on Customizing To start the UI configuration of an application, you have activated the configuration mode in the general settings, on the central personalization page of the CRM WebClient.

1.33 CRM-CHM

Channel Management

1.33.1 Changes to Customizing Structure for Partner Channel Management

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Partner Channel Management has changed as follows: The node Channel Partner Management has been renamed Partner Management. The Customizing activity Partner Management -> Partner Responsibilities -> Define Responsibility Criteria and Responsibility Areas is new. This Customizing activity consolidates access to existing transactions, to an existing report, and provides additional supporting documentation. The Customizing activity Channel Marketing -> BAdI: Restricted Marketing Project View for Partners has been renamed BAdI: Restricted Marketing Project View for Channel Partners.

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1.34 CRM-IPS

Public Sector

1.34.1 Financial Customer Care and Dispute Management (Enhanced)

Use As of SAP Customer Relationship Management 7.0, the following processes are new or enhanced: Note: All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 Enhancement Package 4 at the lowest as the back-end system. For further information on release dependency, see SAP notes 1075410 and 746475. Installment Plan Correspondence creation is now also possible during change and deactivation of an installment plan

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

Worklist/Workitem Usage of work item by dunning by dunning procedure and correspondence dunning. Related documents # based on the document management integration. Correspondence creation using a guided activity. Flexible access to Worklist, My Work items and Work item Search. Configurable default views for work item display. Synchronization between work item and interaction record.

Dunning History Display of champion challenger information in the dunning history.

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Promise to Pay Standard search View including search profile with customizing and eventin back-end. Collections Master Data Filtering

Account Balance - Open Item List Display of information regarding release to external collection agency and debt recovery score. Release to external collection agency. Write off items.

BI Content for FCC and Collections Event logging framework is enhanced by the BDC object work item. (The corresponding extraction of the workitem itself is supplied by the ERP system. See Release Note Integration with Business Intelligence.) Several actions in views of financial customer care are logged. (For a complete list of actions see Customizing for Customer Relationship Management and choose Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events in Repository, especially the events with a name starting with "FICA").

Further information can be found in the Business Information (BI) system. Dispute Management Integration(for Telco & Insurance) Integration of CRM Interaction Center WebClient with ERP FI-CA (New)

Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager. See also For more information on the functions of the individual business processes for the business scenario Financial Customer Care for Public Sector, see SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> SAP CRM 7.0 -> Application Help -> Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.34.2 Financial Customer Care for Public Sector (Enhanced)

Use As of release SAP CRM 7.0, the Financial Customer Care and Dispute Management scenario has been

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enhanced. The enhanced features are also valid for the Financial Customer Care for Public Sector scenario.For more information, see the Financial Customer Care and Dispute Management release information. Note: All functions need a back-end system SAP ECC Industry Extension Public Sector Collection and Disbursement (PSCD) at least on basis SAP ERP 6.0, Enhancement Package 4.

Effects on Customizing For information on Customizing and the configuration of this Business Scenario, see SAP Solution Manager. See also For more information on the functions of the individual business processes for Business Scenario Financial Customer Care for Public Sector, see SAP Help Portal under Internet address http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> Application Help -> Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.34.3 CRM-IPS-ICM

Investigative Case Management

1.34.3.1 Changes to Customizing Structure for Industry-Specific Solutions

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> Industry-Specific Solutions has changed as follows: Public Sector The section Investigative Case Management has been added.

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1.34.3.2 CRM-IPS-ICM-CMG

Cases and Leads

1.34.3.2.1 Investigative Case Management (Enhanced for SP01)

Use As of SAP CRM 7.0 SP01, you can extract investigative cases from the database and archive the information.

Effects on Customizing You can define settings for investigate case archiving in Customizing for Customer Relationship Management, under Industry Specific Solutions-> Public Sector-> Investigative Case Management-> General Settings-> CRM ICM Data Archiving Process

1.35 CRM-IM
1.35.1 CRM-IM-IPM

Media
Intellectual Property Management

1.35.1.1 Changes to Implementation Guide for IPM (New)

Use In SAP CRM 7.0, the Implementation Guide (IMG) structure for Intellectual Property Management (IPM) has changed as follows: New IMG Activities under Customer Relationship Management -> Industry-Specific Solutions -> Media -> Intellectual Property Management: Basic Functions -> Pricing -> Define Additional Cumulation Scopes Basic Functions -> Pricing -> Define Code List for Role Codes: Define Amount Role Codes Define Quantity Role Codes

Rights and Royalties Dimensions -> Configuration of Enterprise Services -> Map Rights Market Segment Codes to Rights Dimension Values: Map Code Values to Rights Dimension Values Check Consistency of Rights Attribute Value Mapping

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BAdI: Selection of Pref. Rights Mrkt Segment Code List for Outbound Mapping

Transactions : Configure Cross-Contract Advances (textual node only) Activate Granting Reference Function (textual node only) Configure Transaction-Based Outgoing Royalties Settlement (textual node only) Configure Settings for Multiple Payees (textual node only) Configure Transaction Tiering (textual node only)

Transactions -> Settings for IPM Transactions: Define Payee Types Define Relationship Category for Multiple Payees

Transactions -> Settings for IPM Transactions -> BAdIs: BAdI: Checks for Cross-Contract Advances BAdI: Checks for Multiple Payees

Transactions -> Usage Confirmation -> Configuration of Enterprise Services -> BAdIs -> Mapping Mechanisms: Notes on Implementation (enhancement spot documentation) BAdI: Mapping for Single Service BAdI: Mapping for Bulk Service

Master Data -> Assign Availability Profile to Product Category Master Data -> Product -> Define IP Hierarchy Views Rights Availability Analysis -> CRM WebClient UI -> Modify Calc. Logic for the Rights Availability Analysis (textual node only) Rights Availability Analysis -> CRM WebClient UI -> BAdIs -> BAdI: Calculation Flexibility in the Rights Availability Analysis Rights Availability Analysis -> Configuration of Enterprise Services -> BAdIs -> Mapping Mechanisms: Notes on Implementation (enhancement spot documentation) BAdI: Mapping for Simulate Inquiry Conf. Rights Group (Bulk) BAdI: Simulate Inquiry Confirmation Rights Group BAdI: Mapping for Simulate Inquiry Product

Rights Availability Analysis -> Extensibility -> BAdI: Field Extensibility Billing and Settlement -> Configure Application Billing and Settlement -> Incoming Royalties -> BAdIs: BAdI: Billing Document

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BAdI: Billing Due List BAdI: Billing Document Text Processing BAdI: Co Account Mapping for the Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List

Billing and Settlement -> Outgoing Royalties: Configure Clearing Items for Negative Royalties (textual node only) Determine Billing Type for Payee Billing Documents Define Condition Types for Transaction Tiering BAdI: Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List BAdI: Exclusion of Business Transactions in the OR Data Collector

Changed IMG Activities under Customer Relationship Management -> Industry-Specific Solutions -> Media -> Intellectual Property Management: Billing and Settlement -> Clearing Control Rights Availability Analysis -> CRM WebClient UI -> Exclude Sales Contr. Item System Status from Calc. of Rights Out (previously entitled "Define Status for Rights Availability Analysis") Master Data -> Product -> Settings for Rights Generation -> Define Formulas for Generating the Rights Owned

Deleted IMG Activities under Customer Relationship Management -> Industry-Specific Solutions -> Media -> Intellectual Property Management: Rights Availability Analysis -> CRM WebClient UI -> BAdIs -> BAdI: Deactivate Selects and Reads IP# via FSI Rights Availability Analysis -> SAP GUI: Make Technical Settings for Rights Availability Analysis Define Attributes to be Used to Find Intellectual Properties Exclude Sales Contr. Item System Status from Calc. of Rights Out Define Parallel Processing for the Rights Availability Analysis

Rights Availability Analysis -> SAP GUI -> BAdIs: BAdI: Deactivate Selects and Reads IP# via FSI

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BAdI: Selection of Data in the Rights Availability Analysis BAdI: Selects and Reads IP and Contracts in the Rights Avail. Analysis BAdI: Calculate Rights Availability for Rights Groups BAdI: Display Data in the Rights Availability Analysis BAdI: Create an Order for Available Rights (Rights Groups)

Billing and Settlement -> Incoming Royalties -> Maintain BAdIs Billing and Settlement -> Outgoing Royalties -> Maintain BAdIs

1.35.1.2 Intellectual Property Management (Enhanced)

Use As of SAP CRM 7.0, the Intellectual Property Management (IPM) applications have been enhanced as follows: New Functions Release Dates Relevance Contract Archive Search Repricing in License Acquisition and Sales Contracts Business Object Layer Enabling for Web Services Transaction Tiering Rights Availability Analysis - License to Third Party Scenario Multiple Payees External Interface (XIF) for IPM Cross-Contract Advances Transaction-Based Outgoing Royalties Settlement Business Add-In for Text Processing in Billing Documents The extensibility function is now available for the following applications: License acquisition contracts

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License sales contracts

Rights availability analysis (see also: BAdI: Field Extensibility) For more information about extensibility in SAP CRM, see UI Enhancement Tool. The enterprise search function is now available for IPM. For more information about enterprise search in SAP CRM, see Simple Search.

Enterprise SOA Enabling for IPM Enterprise Services: Rights Availability Inquiry Enterprise Services: License Contract Usage Report

Enhanced Functions Rights Availability Analysis Collision Check Error Handling Rights Maintenance IP Hierarchy Display Clearing Control

Changed Functions The generated Business Add-In (BAdI) definitions for billing are no longer available. They have been replaced with non-generated BAdI definitions. For more information, see Business Add-Ins for IPM Billing (Changed).

Deleted Functions Rights Availability Analysis for SAP GUI

Effects on Customizing For a list of all new, changed, and removed Customizing activities for SAP CRM 7.0, see Changes to Implementation Guide for Intellectual Property Management.

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1.35.1.3 CRM-IM-IPM-MD

Master Data

1.35.1.3.1 Business Object Layer Enabling for Web Services (New)

Use As of SAP CRM 7.0, the business object layer (BOL) objects related to Intellectual Property Management (IPM) are now Web service enabled. This allows you to use the Web services tool to create Web services for following applications: Intellectual property (IP) License acquisition contract License sales contract

You can now create Web services that can read, modify, create, and query the IPM data from a third-party (non-SAP) system. You can access the Web services tool from the component workbench (transaction BSP_WD_CMPWB), component WS_DESIGN_TOOL.

Effects on Existing Data The IPM Web service enabling extends the existing Web service for Product and Contract. The user interface has not been changed; however, the Web services tool now contains additional entries for the newly enabled IPM-specific objects.

1.35.1.3.2 IP Hierarchy Display (Enhanced)

Use

As of SAP CRM 7.0, you have more flexibility in how you view the relationships of an intellectual property (IP) within the relationship hierarchy. Parent Interlinkages From the IP Overview page, you can display the superordinate IPs for an IP. In earlier releases, you

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could only display and edit the subordinate IPs for IPs linked through the parts relationship. Now, you are able to view an IP's superordinate IPs by selecting Parts Of from the dropdown list box. Note that superordinate IPs are read-only when you access them in this way, due to technical limitations. Interlinkage Tree You can now display the full hierarchy for an IP. For each IP that is linked to other IPs through one or more relationships, the Show Hierarchy pushbutton is available at the header level on the IP Overview page. The dropdown list box allows you to select the relationship type you wish to display. In addition to the standard relationship types, you can also define custom views that contain a combination of relationship types. The hierarchy determines the current IP's root nodes and then creates the IP hierarchy for the relationships you select.

Effects on Customizing In Customizing activity Define Object Hierarchy and Object Attributes, you can define the tree profiles that determine how the interlinkage tree displays. The following profiles are specific to the IP hierarchy display: Parts interlinkage tree (IPM_IPACC) IP: Package part hierarchy (IPM_IPPAC) IP: Title relationship (IPM_IPTRG) IP: Title relationship (IPM_IPTTL) Underlying component interlinkage tree (IPM_IPUCO) IP: Underlying Comp (granting ref.) tree (IPM_IPUCX)

In Customizing activity Define Hierarchy View, you can create views that include a combination of relationship types. For example, you can create a hierarchy view to display both the parts and package parts relationships for an IP.

1.35.1.3.3 Release Dates Relevance (New)

Use As of SAP CRM 7.0, you can deactivate the release dates for an intellectual property (IP). Release dates allow you to control the automatic release of rights using generation rules. This function is primarily relevant to media companies that require window management, such as entertainment companies. For

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media companies that do not require this, it is not necessary to generate the release dates when you generate the rights for an IP, since the Rights Owned or Rights Owned (Granting Ref.) are already available for sale. Therefore, this release of IPM enables the system administrator to ignore the release dates in the rights calculations.

This function affects the following applications: IP Release dates generation (SAP GUI version) Rights availability analysis Collision check in the license sales contract

IP Overview

The IP Overview screen displays the rights in the same way as in the previous release, but the Release Dates (IPM_RELDAT) set type is optional when you configure the categories in the product configuration. When an IP is displayed, the assignment block behavior depends on the following system settings:

If the Release Dates set type is not assigned to the product category, the Release Dates assignment block does not display on the IP Overview page. If the Release Dates set type is assigned to the product category, but the availability profile assigned to the product category does not use the release dates, the assignment block displays. However, this assignment block is labeled inactive and the system does not include the release dates in the IP availability calculation.

Additional Checks in the IP: The system performs a new check when you assign a generation formula to an IP. An error message displays if the generation formula assigned results in an inconsistency in release dates handling, or if it deactivates the release dates. If the release dates are activated for the IP, the system performs the check to determine whether the IP is linked to a sales contract on the Release Dates. If the release dates are deactivated, this check is performed on the Rights Owned or Rights Owned (Granting Ref.) instead, depending on the generation formula specified.

Release Dates Generation

For the SAP GUI application, the system does not generate the release dates for IPs that do not consider the release dates.

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Rights Availability Analysis

There is a new check in the rights availability analysis. If the IP does not consider release dates, the system does not display the Not Released assignment block in the Availability step of rights availability analysis.

Collision Check in the License Sales Contract There is a new check in the collision check for sales contracts. If the IP does not consider release dates, the collision check in sales contract bypasses the release dates handling.

Effects on Existing Data

If the IP base category contains the Release Dates set type, you can deactivate the release dates for IPs that were created in a previous release. To do so, proceed as follows:

1. 2.

Assign a generation formula that is mapped to an availability profile that does not consider the release dates. Create a mapping from the product category to an availability profile that does not consider the release dates.

Effects on Customizing To activate or deactivate the release dates, you must make the following settings in Customizing for Intellectual Property Management: Assign an availability profile to a generation formula. To do so, use Customizing activity Define Formulas for Generating the Rights Owned.

Assign a product category to an availability profile. To do so, use Customizing activity Define Availability Profile for Product Category.

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1.35.1.3.4 Rights Maintenance (Enhanced)

Use As of SAP CRM 7.0, you can enter the right dimensions manually in addition to using the search help in the following applications: IP maintenance License acquisition contracts License sales contracts Rights availability analysis

For all editable rights types, such as the rights owned, release dates, and royalties, you can type one of the following to manually enter the rights dimensions: Attribute ID Attribute description Rights (hierarchical) view ID Rights (hierarchical) view description

However, because the description is not unique and the ID can correspond to both an attribute and a view, ambiguities can occur. If this happens, you can use the search help to select the rights dimension you wish to enter.

Effects on Customizing In Customizing activity Define Rights Maintenance, you can define the separator used between attribute values and also if the attribute ID or description displays.

1.35.1.3.5 External Interface (XIF) for IPM (Enhanced)

Use As of SAP CRM 7.0, the CRM external interface (XIF) adapter has been extended to support the fields for Billing Plan Details extension and Rights Scope and Rights Scope Rights Group assignment.

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XIF represents the interface of the CRM solution to the outside world. This extension to the CRM XIF adapter allows you to create and transfer errorless license sales and acquisition contracts and intellectual properties (IPs) in the following instances: Initial data transfer of data from software systems to be replaced Data exchange between company internal and external software systems Data exchange between multiple SAP CRM systems

Effects on Data Transfer The interface for data transfer now recognizes the Billing Plan Details extension fields as well as the Rights Scope and Rights Scope Rights Group assignment fields. The system uses the following for data transfer: IPs Interface: CRMXIF_PRODUCT_IP_SAVE (unchanged from previous release) Message type: CRMXIF_PRODUCT_IP_SAVE07 IDoc base type: CRMXIF_PRODUCT_IP_SAVE0701

Contracts Interface: CRMXIF_ORDER_SAVE Message type: CRMXIF_ORDER_SAVE_M IDoc base type: CRMXIF_ORDER_SAVE_M01

1.35.1.4 CRM-IM-IPM-BTX 1.35.1.4.1 Contract Archive Search (New)

Use

Business Transactions Licensing

As of SAP CRM 7.0, you can perform a search of archived license acquisition and license sales contracts from a new Archive Search screen. You can access this screen from the standard Search screen. This new function allows you to view but not edit the archived contracts.

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1.35.1.4.2 CRM-IM-IPM-BTX-PUR 1.35.1.4.2.1 Multiple Payees (New)

Use

License Acquisition

As of SAP CRM 7.0, you can split the royalties between multiple payees in license acquisition contracts. In the payment distribution in the license acquisition contract, you can now perform the following functions: Assign a share, currency, billing block, payment terms, and a payee type (for example, Is an heir) for each payee. Enter a bill-to party that differs from the payee. Copy the payees by using business partner relationship categories.

You enter the payment distribution information on the contract header level, which means that it is valid for all items relevant to billing. If the payment distribution is changed while a contract is active, the new distribution is used for all items that have not yet been billed. In the Billing Due List, you can see the payment distribution for each item on a new tab page entitled Payees. The payment distribution is only available for items that are not derived, which means that it is not supported for accruals or intercompany billing. If a due list item is billed, a summary billing document is created to calculate the royalties for each payee without a billing block. A payee billing document is then created. To create the payee billing document, the system valuates the values of each item in the summary billing document based on each payee's share, and performs a currency conversion to the payees' currency. The system calculates the tax based on the net value and the payee's tax rate. If a billing block is set for a payee, you can remove it in the summary billing document on the Payees tab page, and then create the payee document from there. The summary billing document is not transferred to Financial Accounting (FI) and Business Intelligence (BI). It can only be canceled if all related payee billing documents are canceled or were not created. The system can group Billing Due List Items during billing for items in the same contract. The contract number is used as a split criteria, so that items from different contracts cannot be billed in the same billing document. The payee type is available in the accounting interface and can be transferred to the accounting document.

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Effects on Existing Data BI Integration The SAP Business Intelligence (BI) Content for Intellectual Property Management has also been enhanced as of SAP NetWeaver 7.0 BI Content Add-On 4. For more information, see the release note for BI Content for Intellectual Property Management in SAP Library for SAP NetWeaver at http://help.sap.com.

Effects on System Administration For information about system administration tasks, see Configure Settings for Multiple Payees. Effects on Customizing For information about the Customizing settings required for this function, see Configure Settings for Multiple Payees.

1.35.1.4.2.2 Cross-Contract Advances (New)

Use As of SAP CRM 7.0, you can use cross-contract advances to assign advance references across contracts and to specify more than one advance reference in a contract. This function is only available for license acquisition contracts. To assign a cross-contract advance between contracts, both contracts must have the following: Assigned transaction type that is eligible for cross-contract advances Same licensor Same document currency Valid advance group, which means that at least one item in the advance group has a status other than completed or rejected

If a license acquisition contract meets the conditions described above, you can assign the acquisition contract as an advance reference in a royalty scope. You also can define in the contract the sequence in which the system must recoup the advances during billing. During billing, the system then uses the sequence you specified for advance recoupment instead of any entries for a sort sequence in Customizing activity Clearing Control. The update group that is used for the clearing control is enhanced for contracts eligible for cross-contract advances. The update group contains only the licensor as key, which means that all items from all contracts for a licensor are included in the update group. However, the system deletes all advance items

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that are not maintained in the contract from the update group, so that only the referenced advance items can be used to create a clearing item.

Effects on System Administration For information about system administration tasks, see Configure Cross-Contract Advances.

Effects on Customizing For information about the Customizing settings required for this function, see Configure Cross-Contract Advances.

1.35.1.4.2.3 External Interface (XIF) for IPM (Enhanced)

Use As of SAP CRM 7.0, the CRM external interface (XIF) adapter has been extended to support the fields for Billing Plan Details extension and Rights Scope and Rights Scope Rights Group assignment. XIF represents the interface of the CRM solution to the outside world. This extension to the CRM XIF adapter allows you to create and transfer errorless license sales and acquisition contracts and intellectual properties (IPs) in the following instances: Initial data transfer of data from software systems to be replaced Data exchange between company internal and external software systems Data exchange between multiple SAP CRM systems

Effects on Data Transfer The interface for data transfer now recognizes the Billing Plan Details extension fields as well as the Rights Scope and Rights Scope Rights Group assignment fields. The system uses the following for data transfer: IPs Interface: CRMXIF_PRODUCT_IP_SAVE (unchanged from previous release) Message type: CRMXIF_PRODUCT_IP_SAVE07 IDoc base type: CRMXIF_PRODUCT_IP_SAVE0701

Contracts

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Interface: CRMXIF_ORDER_SAVE Message type: CRMXIF_ORDER_SAVE_M IDoc base type: CRMXIF_ORDER_SAVE_M01

1.35.1.4.3 CRM-IM-IPM-BTX-SAL

License Sales

1.35.1.4.3.1 Collision Check Error Handling (Enhanced)

Use As of SAP CRM 7.0, the collision check error handling in license sales contract has been enhanced as follows: The collision check messages now display in the Collision Check Log assignment block. The messages display in table format to improve readability. This log is available at the contract header and rights scope level, and from the intellectual property (IP). When possible, the system combines multiple collision check error messages into one message to produce fewer message lines. For example, two messages for the same rights dimensions sold with the same contract can have consecutive date periods. The system can combine the date periods for these two messages to display one message. The collision check calculation has been enhanced, and the calculation performance has been improved. The system now executes all collision checks to provide the user with the full information on the rights.

1.35.1.4.3.2 Release Dates Relevance (New)

Use As of SAP CRM 7.0, you can deactivate the release dates for an intellectual property (IP). Release dates allow you to control the automatic release of rights using generation rules. This function is primarily relevant to media companies that require window management, such as entertainment companies. For

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media companies that do not require this, it is not necessary to generate the release dates when you generate the rights for an IP, since the Rights Owned or Rights Owned (Granting Ref.) are already available for sale. Therefore, this release of IPM enables the system administrator to ignore the release dates in the rights calculations.

This function affects the following applications: IP Release dates generation (SAP GUI version) Rights availability analysis Collision check in the license sales contract

IP Overview

The IP Overview screen displays the rights in the same way as in the previous release, but the Release Dates (IPM_RELDAT) set type is optional when you configure the categories in the product configuration. When an IP is displayed, the assignment block behavior depends on the following system settings:

If the Release Dates set type is not assigned to the product category, the Release Dates assignment block does not display on the IP Overview page. If the Release Dates set type is assigned to the product category, but the availability profile assigned to the product category does not use the release dates, the assignment block displays. However, this assignment block is labeled inactive and the system does not include the release dates in the IP availability calculation.

Additional Checks in the IP: The system performs a new check when you assign a generation formula to an IP. An error message displays if the generation formula assigned results in an inconsistency in release dates handling, or if it deactivates the release dates. If the release dates are activated for the IP, the system performs the check to determine whether the IP is linked to a sales contract on the Release Dates. If the release dates are deactivated, this check is performed on the Rights Owned or Rights Owned (Granting Ref.) instead, depending on the generation formula specified.

Release Dates Generation

For the SAP GUI application, the system does not generate the release dates for IPs that do not consider the release dates.

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Rights Availability Analysis

There is a new check in the rights availability analysis. If the IP does not consider release dates, the system does not display the Not Released assignment block in the Availability step of rights availability analysis.

Collision Check in the License Sales Contract There is a new check in the collision check for sales contracts. If the IP does not consider release dates, the collision check in sales contract bypasses the release dates handling.

Effects on Existing Data

If the IP base category contains the Release Dates set type, you can deactivate the release dates for IPs that were created in a previous release. To do so, proceed as follows:

1. 2.

Assign a generation formula that is mapped to an availability profile that does not consider the release dates. Create a mapping from the product category to an availability profile that does not consider the release dates.

Effects on Customizing To activate or deactivate the release dates, you must make the following settings in Customizing for Intellectual Property Management: Assign an availability profile to a generation formula. To do so, use Customizing activity Define Formulas for Generating the Rights Owned.

Assign a product category to an availability profile. To do so, use Customizing activity Define Availability Profile for Product Category.

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1.35.1.4.3.3 Repricing in License Acquisition and Sales Contracts (New)

Use As of SAP CRM 7.0, you can update the pricing for any royalties scope in a license acquisition or sales contract directly from the CRM WebClient User Interface (UI). The Reprice and Complete Reprice buttons are available on the Edit page of the royalties scope to execute the pricing update. The Reprice button allows you to keep all manual pricing input during the pricing update; the Complete Reprice button deletes any manual pricing input. This function is only available for billing request items (BRIs) that you have not yet billed.

1.35.1.4.3.4 External Interface (XIF) for IPM (Enhanced)

Use As of SAP CRM 7.0, the CRM external interface (XIF) adapter has been extended to support the fields for Billing Plan Details extension and Rights Scope and Rights Scope Rights Group assignment. XIF represents the interface of the CRM solution to the outside world. This extension to the CRM XIF adapter allows you to create and transfer errorless license sales and acquisition contracts and intellectual properties (IPs) in the following instances: Initial data transfer of data from software systems to be replaced Data exchange between company internal and external software systems Data exchange between multiple SAP CRM systems

Effects on Data Transfer The interface for data transfer now recognizes the Billing Plan Details extension fields as well as the Rights Scope and Rights Scope Rights Group assignment fields. The system uses the following for data transfer: IPs Interface: CRMXIF_PRODUCT_IP_SAVE (unchanged from previous release) Message type: CRMXIF_PRODUCT_IP_SAVE07 IDoc base type: CRMXIF_PRODUCT_IP_SAVE0701

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Contracts Interface: CRMXIF_ORDER_SAVE Message type: CRMXIF_ORDER_SAVE_M IDoc base type: CRMXIF_ORDER_SAVE_M01

1.35.1.4.4 CRM-IM-IPM-BTX-CON

License Usage Confirmation

1.35.1.4.4.1 Enterprise Services: License Contract Usage Report (New)

Use As of SAP CRM 7.0, you can use the process component License Usage Confirmation Processing with its business object License Contract Usage Report. This allows you to enable enterprise services to confirm the usage values (for example, turnover, number of units sold, and so on) for the consumed rights for an intellectual property (IP). These services allow media companies to report these figures periodically to a licensor who is using SAP Intellectual Property Management (IPM). You can use these service operations to: Create a new user interface (UI) for entering license usage confirmation, such as an Internet self-service site for customers Implement business-to-business (B2B) system integration allowing automated license usage reporting Connect a third-party system, such as Media Distribution systems featuring direct usage confirmation reports, to SAP IPM

The business object License Contract Usage Report comprises two asynchronous service operations that are considered one service. These service operations use the request and confirmation pattern: LicenseContractUsageReportCRMBulkRequest_In Message Type Request: LicenseContractUsageReportCRMBulkRequest

LicenseContractUsageReportCRMBulkConfirmation_Out Message Type Request:: LicenseContractUsageReportCRMBulkConfirmation_Out

Service operations in detail: The LicenseContractUsageReportCRMBulkRequest_In service operation allows you to send the data for the usage confirmation for an IP to the SAP IPM system. If not specified separately, the SAP IPM system locates the license sales contract to which the usage confirmation is reported. This operation provides these functions for mass operations (bulk). You can send usage confirmation data for many IPs to the

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receiver SAP IPM system. If the operation fails for individual IPs within this mass reporting, the bulk operation continues its execution and reports the IPs for which the operation failed. The LicenseContractUsageReportCRMBulkConfirmation_Out service operation sends the confirmed status (successful, failed, and so on) of the execution back to the sender system for the service operation LicenseContractUsageReportCRMBulkRequest_In.

Effects on Customizing To enable the enterprise services for usage confirmation, use Customizing activityMap Code Values to Rights Dimension Values. To map role codes (amount and quantity) to the data values, use Customizing activity Define Data Values. You define the available role codes in the following Customizing activities: Define Amount Role Codes Define Quantity Role Codes

1.35.1.5 CRM-IM-IPM-RO 1.35.1.5.1 CRM-IM-IPM-RO-ROI

Royalty Accounting Incoming Royalties

1.35.1.5.1.1 Business Add-Ins for IPM Billing (Changed)

Use As of SAP CRM 7.0, the generated Business Add-In (BAdI) definitions for IPM billing are no longer available. They have been replaced with non-generated BAdI definitions. The BAdIs function as before, however, you need to migrate and implementations of the generated BAdI definitions that exist in your system as described below. The BAdI definitions have been replaced as follows: Generated Definition /1BEA/IPMI_BD /1BEA/IPMO_BD /1BEA/IPMI_DL /1BEA/IPMO_DL Non-Generated Definition BEA_IPMI_BD BEA_IPMO_BD BEA_IPMI_DL BEA_IPMO_DL Enhancement Spot BEA BEA BEA BEA

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/1BEA/B_IPMO_DL_IAT /1BEA/B_IPMI_DL_IAT /1BEA/IPMI_BD_PRC /1BEA/IPMO_BD_PRC /1BEA/IPMI_DL_PRC /1BEA/IPMO_DL_PRC /1BEA/IPMI_DL_XIF /1BEA/IPMO_DL_XIF

BEA_IPMI_DL_IAT BEA_IPMO_DL_IAT BEA_IPMI_BD_PRC BEA_IPMO_BD_PRC BEA_IPMI_DL_PRC BEA_IPMO_DL_PRC BEA_IPMI_DL_XIF BEA_IPMO_DL_XIF

BEA_IAT BEA_IAT BEA_PRC BEA_PRC BEA_PRC BEA_PRC BEA_XIF BEA_XIF

Note that with the new definition of the pricing BAdIs above, the following methods have been replaced: Old Method IN_MAP_HEAD IN_MAP_HEAD1 (as of Release 5.0) IN_MAP_ITEM IN_MAP_ITEM1 (as of Release 5.0) New Method None (method deleted) IN_MAP_HEAD None (method deleted) IN_MAP_ITEM

Effects on System Administration For information about migrating the existing implementations of generated BAdIs in your system, see SAP CRM release note Business Add-Ins for Billing (Changed). Effects on Customizing The new, non-generated 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: Billing Document BAdI: Billing Due List BAdI: CO Account Mapping for Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List

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 ->

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BAdI: Billing Document BAdI: Billing Due List BAdI: CO Account Mapping for Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List

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

Use As of SAP CRM 7.0, two Business Add-Ins (BAdIs) are available that enable you to copy texts from any business transaction to a billing document, using text determination. The new BAdIs allow you to enhance the communication structures for billing documents to support further fields.

Effects on Customizing One BAdI definition is available for outgoing royalties, and another for incoming royalties. You implement the BAdI definitions in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Media -> Intellectual Property Management -> Billing and Settlement: Outgoing Royalties -> BAdIs -> BAdI: Billing Document Text Processing Incoming Royalties -> BAdIs -> BAdI: Billing Document Text Processing

1.35.1.5.2 CRM-IM-IPM-RO-ROO

Outgoing Royalties

1.35.1.5.2.1 Business Add-Ins for IPM Billing (Changed)

Use

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As of SAP CRM 7.0, the generated Business Add-In (BAdI) definitions for IPM billing are no longer available. They have been replaced with non-generated BAdI definitions. The BAdIs function as before, however, you need to migrate and implementations of the generated BAdI definitions that exist in your system as described below. The BAdI definitions have been replaced as follows: Generated Definition /1BEA/IPMI_BD /1BEA/IPMO_BD /1BEA/IPMI_DL /1BEA/IPMO_DL /1BEA/B_IPMO_DL_IAT /1BEA/B_IPMI_DL_IAT /1BEA/IPMI_BD_PRC /1BEA/IPMO_BD_PRC /1BEA/IPMI_DL_PRC /1BEA/IPMO_DL_PRC /1BEA/IPMI_DL_XIF /1BEA/IPMO_DL_XIF Non-Generated Definition BEA_IPMI_BD BEA_IPMO_BD BEA_IPMI_DL BEA_IPMO_DL BEA_IPMI_DL_IAT BEA_IPMO_DL_IAT BEA_IPMI_BD_PRC BEA_IPMO_BD_PRC BEA_IPMI_DL_PRC BEA_IPMO_DL_PRC BEA_IPMI_DL_XIF BEA_IPMO_DL_XIF Enhancement Spot BEA BEA BEA BEA BEA_IAT BEA_IAT BEA_PRC BEA_PRC BEA_PRC BEA_PRC BEA_XIF BEA_XIF

Note that with the new definition of the pricing BAdIs above, the following methods have been replaced: Old Method IN_MAP_HEAD IN_MAP_HEAD1 (as of Release 5.0) IN_MAP_ITEM IN_MAP_ITEM1 (as of Release 5.0) New Method None (method deleted) IN_MAP_HEAD None (method deleted) IN_MAP_ITEM

Effects on System Administration For information about migrating the existing implementations of generated BAdIs in your system, see SAP CRM release note Business Add-Ins for Billing (Changed). Effects on Customizing The new, non-generated 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: Billing Document

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BAdI: Billing Due List BAdI: CO Account Mapping for Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List

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: Billing Document BAdI: Billing Due List BAdI: CO Account Mapping for Billing Due List BAdI: Pricing Mapping for Billing Document BAdI: Pricing Mapping for Billing Due List BAdI: XIF Mapping for Billing Due List

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

Use As of SAP CRM 7.0, two Business Add-Ins (BAdIs) are available that enable you to copy texts from any business transaction to a billing document, using text determination. The new BAdIs allow you to enhance the communication structures for billing documents to support further fields.

Effects on Customizing One BAdI definition is available for outgoing royalties, and another for incoming royalties. You implement the BAdI definitions in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Media -> Intellectual Property Management -> Billing and Settlement: Outgoing Royalties -> BAdIs -> BAdI: Billing Document Text Processing Incoming Royalties -> BAdIs -> BAdI: Billing Document Text Processing

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1.35.1.5.2.3 Clearing Control (Enhanced)

Use As of SAP CRM 7.0, the clearing control function has been enhanced with the following features: The Billing Engine application IPMO can now create clearing items for negative royalties during billing. For the read and update rules, the Context field and the Linked Item Category Reference field are now available.

Effects on Customizing In Customizing activity Define Clearing Control, you can define the billing item category for which negative recoupment is allowed in the Clearing: Negative Recoupment folder. See also For more information, see the documentation for the following: Customizing activity Configure Clearing Items for Negative Royalties Customizing activity Define Clearing Control Documentation for the fields used for read and update rules.

1.35.1.5.2.4 Multiple Payees (New)

Use As of SAP CRM 7.0, you can split the royalties between multiple payees in license acquisition contracts. In the payment distribution in the license acquisition contract, you can now perform the following functions: Assign a share, currency, billing block, payment terms, and a payee type (for example, Is an heir) for each payee. Enter a bill-to party that differs from the payee. Copy the payees by using business partner relationship categories.

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You enter the payment distribution information on the contract header level, which means that it is valid for all items relevant to billing. If the payment distribution is changed while a contract is active, the new distribution is used for all items that have not yet been billed. In the Billing Due List, you can see the payment distribution for each item on a new tab page entitled Payees. The payment distribution is only available for items that are not derived, which means that it is not supported for accruals or intercompany billing. If a due list item is billed, a summary billing document is created to calculate the royalties for each payee without a billing block. A payee billing document is then created. To create the payee billing document, the system valuates the values of each item in the summary billing document based on each payee's share, and performs a currency conversion to the payees' currency. The system calculates the tax based on the net value and the payee's tax rate. If a billing block is set for a payee, you can remove it in the summary billing document on the Payees tab page, and then create the payee document from there. The summary billing document is not transferred to Financial Accounting (FI) and Business Intelligence (BI). It can only be canceled if all related payee billing documents are canceled or were not created. The system can group Billing Due List Items during billing for items in the same contract. The contract number is used as a split criteria, so that items from different contracts cannot be billed in the same billing document. The payee type is available in the accounting interface and can be transferred to the accounting document.

Effects on Existing Data BI Integration The SAP Business Intelligence (BI) Content for Intellectual Property Management has also been enhanced as of SAP NetWeaver 7.0 BI Content Add-On 4. For more information, see the release note for BI Content for Intellectual Property Management in SAP Library for SAP NetWeaver at http://help.sap.com.

Effects on System Administration For information about system administration tasks, see Configure Settings for Multiple Payees. Effects on Customizing For information about the Customizing settings required for this function, see Configure Settings for Multiple Payees.

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1.35.1.5.2.5 Transaction Tiering (New)

Use As of SAP CRM 7.0, the transaction tiering function is available. The IPM: Transaction Tiering (IPM_TIER) feature is available in the framework of Billing Engine application IPMO. You can create a contract with a special transaction tiering condition type. This allows you to: Ensure that the system takes into account the order in which the transactions occur during royalties calculation Create a tiering group in a license acquisition contract that includes several royalty items with the same scale basis

There are three main applications for transaction tiering: One IP uses a quantity scale to determine the royalties rate, and the system must take into account the order in which the transactions occurred. Two or more IPs share the same scale basis. In this case, you can include several contract items in the same scale by adding them to a tiering group in the license acquisition contract. A change occurs in the scale rate, effective as of a certain date. You add a second contract item to the contract for the same IP, and add both contract items to the tiering group.

The example below demonstrates a simple case of transaction tiering and how the royalty calculation differs from the standard calculation: Royalty agreement: For up to 1,000 units, it is 8% of the sales. For more than 1,000 units, it is 10% of the sales.

Sales: You initially sell 600 units for 20 USD each. You then sell 600 units for 10 USD each.

If transaction tiering is inactive, you can still use scales in the system, but the system does not take into account the order of the transactions. Instead, a sort of averaging is performed in the calculation. In this case, the calculation is as follows: Total number of units: 1,200 Condition basis (total sales): 600 (units) * 20 (price) + 600 (units) * 10 (price) = 18,000 Royalties calculation: 15,000 USD (sales) * 8% + 3000 USD (sales) *10% = 1,500 USD (total royalties)

If you activate the transaction tiering feature, the system then takes the order of the transactions into account. For the same royalty agreement and sales, the calculation is now as follows:

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Condition basis (total sales) for the first 1,000 units: 600 (units) *20 USD (price) + 400 (units) *10 (price) = 16,000 Condition basis (total sales) for the next 200 units: 200 * 10 = 2,000 Royalty calculation: 8% of 16,000 + 10% of 2,000 = 1,480 USD (total royalties)

Effects on System Administration For information about system administration tasks, see Configure Transaction Tiering.

Effects on Customizing For information about the Customizing settings required for this function, see Configure Transaction Tiering.

1.35.1.5.2.6 Transaction-Based Outgoing Royalties Settlement (New)

Use As of SAP CRM 7.0, you can settle outgoing royalties based on a particular business transaction. This is relevant, for example, in cases in which the contributors to a broadcast item should receive royalties payment immediately after the broadcast item has aired. In this case, the business transaction triggers the system to calculate the outgoing royalties owed to the licensors.

Effects on System Administration For information about system administration tasks, see Configure Transaction-Based Outgoing Royalties Settlement.

Effects on Customizing For information about the Customizing settings required for this function, see Configure Transaction-Based Outgoing Royalties Settlement.

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1.35.1.5.2.7 Cross-Contract Advances (New)

Use As of SAP CRM 7.0, you can use cross-contract advances to assign advance references across contracts and to specify more than one advance reference in a contract. This function is only available for license acquisition contracts. To assign a cross-contract advance between contracts, both contracts must have the following: Assigned transaction type that is eligible for cross-contract advances Same licensor Same document currency Valid advance group, which means that at least one item in the advance group has a status other than completed or rejected

If a license acquisition contract meets the conditions described above, you can assign the acquisition contract as an advance reference in a royalty scope. You also can define in the contract the sequence in which the system must recoup the advances during billing. During billing, the system then uses the sequence you specified for advance recoupment instead of any entries for a sort sequence in Customizing activity Clearing Control. The update group that is used for the clearing control is enhanced for contracts eligible for cross-contract advances. The update group contains only the licensor as key, which means that all items from all contracts for a licensor are included in the update group. However, the system deletes all advance items that are not maintained in the contract from the update group, so that only the referenced advance items can be used to create a clearing item.

Effects on System Administration For information about system administration tasks, see Configure Cross-Contract Advances.

Effects on Customizing For information about the Customizing settings required for this function, see Configure Cross-Contract Advances.

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1.35.1.6 CRM-IM-IPM-RIN

Rights Inventory Analysis

1.35.1.6.1 Enterprise Services: Rights Availability Inquiry (New)

Use As of SAP CRM 7.0, you can use the process component Intellectual Property Rights Inventory Management with its business object Intellectual Property Rights Availability Inquiry. This allows you to enable enterprise services that access the SAP IPM central rights repository to retrieve information about the exploitation of intellectual properties (IPs). You can use these services to retrieve accurate, up-to-date information about the rights availability for an IP. The exploitation of IPs involves a variety of specialized third-party systems, including: Program Scheduling Program Planning Digital Asset Management Media Distribution

The enterprise services for rights availability inquiries allow you to integrate rights availability information into these systems. The business object Intellectual Property Rights Availability Inquiry comprises the following three synchronous service operations that use the request and response pattern: IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In Message Type Request: IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQuery_sync Message Type Response: IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateResponse_sync

IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateQueryResponse_In Message Type Request: IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateResponse_sync Message Type Response: IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateResponse_sync

IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateQueryResponse_In Message Type Request: IntlectlPrptyRights AvailabilityInquiryCRMSingleProductSimulate Query _sync Message Type Response: IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateResponse_sync

Service operations in detail: The IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In service operation retrieves the rights state for one or more IPs on an aggregated group level. This service does not

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provide detailed information about the related or subordinate IPs. The IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupBulkSimulateQueryResponse_In service operation retrieves the same level of aggregated state on the group level as the IntlectlPrptyRightsAvailyInqryCRMConfirmationRightsGroupSimulateQueryResponse_In service operation, but can also answer multiple (bulk) requests within one operation. The IntlectlPrptyRightsAvailabilityInquiryCRMSingleProductSimulateQueryResponse_In service operation retrieves the detailed status and information, such as the market segment (rights dimensions) for a single IP specified and its subordinate IPs, if requested.

Effects on Customizing To enable the enterprise services for the rights availability analysis, you must make the settings in Customizing activity Map Code Values to Rights Dimension Values.

1.35.1.6.2 Rights Availability Analysis (Enhanced)

Use As of SAP CRM 7.0, the rights availability analysis for Intellectual Property Management (IPM) has been enhanced as follows: You can configure the system to add new intellectual property (IP) search options based on set type attributes. For more information, see Effects on System Administration. You can implement your own availability calculation logic for the rights availability analysis. For example, you can change the logic to specify which rights or subordinate IPs are considered in the rights availability calculation. For more information, see Effects on Customizing. The system displays a warning message when you view the Availability Overview screen if you have changed the availability criteria after executing the rights availability analysis. You can choose to view either the rights availability for an IP, or for an IP and its subordinate IPs: You choose the Current IP pushbutton to view the rights availability for the selected IP in the Available Rights and Summary - All Missing Rights assignment blocks. The system displays the available or missing rights on the IP level. This means that only the rights for the selected IP display, without taking into account the subordinate IPs. You choose the Combined IPs pushbutton in the Available Rights and Summary - All Missing Rights assignment blocks to see the combined rights for all IPs in the hierarchy. In this case, the system includes the selected IP and all its subordinate IPs in the rights availability calculation.

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You can now search for IPs and execute the rights availability analysis in one step by choosing Search and Execute from the IP Selection screen. You can now execute the rights availability analysis from the Availability Criteria screen and from the Availability screen even if you have not selected any IPs. In this case, the system uses the criteria you specified on the IP Selection screen to perform the search. NOTE If you have not specified any criteria on this screen, the system considers all IPs in the rights availability analysis.

Effects on System Administration For information about extending the search for IPs, see SAP Note 1026956.

Effects on Customizing To implement your own availability calculation logic in the rights availability analysis, use Business Add-In (BAdI) Calculation Flexibility in the Rights Availability Analysis (CRM_IPM_RAA_INFL_CALC_BDEF).

1.35.1.6.3 Rights Availability Analysis - License to Third Party Scenario (New)

Use As of SAP CRM 7.0, the License to Third Party scenario is available for the rights availability analysis. This offers the following functions when you create a rights availability request: You can specify a timeframe within which to search for the rights you wish to license to a third party. This timeframe can be expressed as a particular duration, for example, six months, two years, or 50 days. The system displays rights availability results on the Availability Overview screen sorted by aggregated status and product description. The detail status displayed in the last column of the Availability Overview table can contain two additional values: MTAL: Corresponds to intellectual properties (IPs) in which all rights criteria are met PTAV: Corresponds to IP in which the rights criteria are partially met

The rights are considered as met in all criteria if the requested rights are fully met within the timeframe. The rights are considered as partially met if the requested rights are partially available within the timeframe. The rights are considered as not available if the requested rights are not met within the timeframe.

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The rights that are met in all criteria display on the Criteria Fully Met screen. The rights that are partially met display on the Criteria Partially Met screen. The rights are displayed in table format. You can create sales contracts from the Criteria Fully Met and Criteria Partially Met screens by selecting one or more rows. The system displays the IP count and row count information on the Criteria Fully Met and Criteria Partially Met screens.

1.35.1.6.4 Release Dates Relevance (New)

Use As of SAP CRM 7.0, you can deactivate the release dates for an intellectual property (IP). Release dates allow you to control the automatic release of rights using generation rules. This function is primarily relevant to media companies that require window management, such as entertainment companies. For media companies that do not require this, it is not necessary to generate the release dates when you generate the rights for an IP, since the Rights Owned or Rights Owned (Granting Ref.) are already available for sale. Therefore, this release of IPM enables the system administrator to ignore the release dates in the rights calculations.

This function affects the following applications: IP Release dates generation (SAP GUI version) Rights availability analysis Collision check in the license sales contract

IP Overview

The IP Overview screen displays the rights in the same way as in the previous release, but the Release Dates (IPM_RELDAT) set type is optional when you configure the categories in the product configuration. When an IP is displayed, the assignment block behavior depends on the following system settings:

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If the Release Dates set type is not assigned to the product category, the Release Dates assignment block does not display on the IP Overview page. If the Release Dates set type is assigned to the product category, but the availability profile assigned to the product category does not use the release dates, the assignment block displays. However, this assignment block is labeled inactive and the system does not include the release dates in the IP availability calculation.

Additional Checks in the IP: The system performs a new check when you assign a generation formula to an IP. An error message displays if the generation formula assigned results in an inconsistency in release dates handling, or if it deactivates the release dates. If the release dates are activated for the IP, the system performs the check to determine whether the IP is linked to a sales contract on the Release Dates. If the release dates are deactivated, this check is performed on the Rights Owned or Rights Owned (Granting Ref.) instead, depending on the generation formula specified.

Release Dates Generation

For the SAP GUI application, the system does not generate the release dates for IPs that do not consider the release dates.

Rights Availability Analysis

There is a new check in the rights availability analysis. If the IP does not consider release dates, the system does not display the Not Released assignment block in the Availability step of rights availability analysis.

Collision Check in the License Sales Contract There is a new check in the collision check for sales contracts. If the IP does not consider release dates, the collision check in sales contract bypasses the release dates handling.

Effects on Existing Data

If the IP base category contains the Release Dates set type, you can deactivate the release dates for IPs that were created in a previous release. To do so, proceed as follows:

1.

Assign a generation formula that is mapped to an availability profile that does not consider the

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release dates. 2. Create a mapping from the product category to an availability profile that does not consider the release dates.

Effects on Customizing To activate or deactivate the release dates, you must make the following settings in Customizing for Intellectual Property Management: Assign an availability profile to a generation formula. To do so, use Customizing activity Define Formulas for Generating the Rights Owned.

Assign a product category to an availability profile. To do so, use Customizing activity Define Availability Profile for Product Category.

1.35.1.6.5 Rights Availability Analysis for SAP GUI (Deleted)

Use As of SAP CRM 7.0, the rights availability analysis function is no longer available in the SAP GUI application. Use the CRM WebClient user interface (UI) for rights availability requests.

1.36 CRM-IT

Telecommunications

1.36.1 Financial Customer Care and Dispute Management (Enhanced)

Use

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As of SAP Customer Relationship Management 7.0, the following processes are new or enhanced: Note: All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 Enhancement Package 4 at the lowest as the back-end system. For further information on release dependency, see SAP notes 1075410 and 746475. Installment Plan Correspondence creation is now also possible during change and deactivation of an installment plan

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

Worklist/Workitem Usage of work item by dunning by dunning procedure and correspondence dunning. Related documents # based on the document management integration. Correspondence creation using a guided activity. Flexible access to Worklist, My Work items and Work item Search. Configurable default views for work item display. Synchronization between work item and interaction record.

Dunning History Display of champion challenger information in the dunning history.

Promise to Pay Standard search View including search profile with customizing and eventin back-end. Collections Master Data Filtering

Account Balance - Open Item List Display of information regarding release to external collection agency and debt recovery score. Release to external collection agency. Write off items.

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BI Content for FCC and Collections Event logging framework is enhanced by the BDC object work item. (The corresponding extraction of the workitem itself is supplied by the ERP system. See Release Note Integration with Business Intelligence.) Several actions in views of financial customer care are logged. (For a complete list of actions see Customizing for Customer Relationship Management and choose Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events in Repository, especially the events with a name starting with "FICA").

Further information can be found in the Business Information (BI) system. Dispute Management Integration(for Telco & Insurance) Integration of CRM Interaction Center WebClient with ERP FI-CA (New)

Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager. See also For more information on the functions of the individual business processes for the business scenario Financial Customer Care for Public Sector, see SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> SAP CRM 7.0 -> Application Help -> Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.36.2 CRM-IT-BI

Integration to Billing System

1.36.2.1 Integration of CRM Interaction Center WebClient with ERP FI-CA (New)
Use As of SAP CRM 7.0, you can use the CRM Interaction Center WebClient to exploit ERP Contract Accounts Receivable and Payable (FI-CA) functions as follows: Display all FI-CA documents assigned to a dispute. Display the details of lists of bills, bill line items, and Event Detail Records (EDRs). In this context, bills originate in an external billing system and are not identical with FI-CA invoices based on FI-CA receivables. Create disputes based on FI-CA objects (missing payments, missing credits, incorrect credits, and incorrect FI-CA documents).

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A single CRM Interaction Center WebClient complaint corresponds to a single ERP FI-CA dispute case.

In an implementation where CRM Interaction Center WebClient and ERP FI-CA are integrated, FI-CA functionality relating to the dispute is available as follows: Dunning Disputed objects and the total disputed amount are available and can be used for dunning reduction. Payments Disputed amounts can be deducted from amounts to be collected. Interest Interest calculations and interest postings can be suspended for disputed amounts.

When configured, the additional FI-CA processes update the dispute as follows: Posted documents in FI-CA can be automatically added to the dispute. The FI-CA dispute case attributes (disputed amount, amount paid, amount credited, amount cleared manually, and amount written off automatically) can be displayed after the documents are posted. When non-FI-CA objects (bills, bill line items, and EDRs) are assigned to FI-CA documents and are disputed in Interaction Center WebClient then dunning, payment, and interest calculation take into account the disputed amount. In this case, incoming payments can be automatically assigned to the dispute case.

You can also create dispute cases directly in the FI-CA back-end system or in Biller Direct. These relevant attributes of dispute cases are replicated into CRM (into complaint based disputes) and are processed in the Interaction Center WebClient.

See also For more Release Note information about Dispute Management, see Financial Customer Care and Dispute Management (Enhanced).

1.37 CRM-IU
1.37.1 CRM-IU-IC

Utilities Industry
Utilities Industry: Interaction Center

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1.37.1.1 Financial Customer Care and Dispute Management (Enhanced)

Use As of SAP Customer Relationship Management 7.0, the following processes are new or enhanced: Note: All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 Enhancement Package 4 at the lowest as the back-end system. For further information on release dependency, see SAP notes 1075410 and 746475. Installment Plan Correspondence creation is now also possible during change and deactivation of an installment plan

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

Worklist/Workitem Usage of work item by dunning by dunning procedure and correspondence dunning. Related documents # based on the document management integration. Correspondence creation using a guided activity. Flexible access to Worklist, My Work items and Work item Search. Configurable default views for work item display. Synchronization between work item and interaction record.

Dunning History Display of champion challenger information in the dunning history.

Promise to Pay Standard search View including search profile with customizing and eventin back-end. Collections Master Data Filtering

Account Balance - Open Item List

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Display of information regarding release to external collection agency and debt recovery score. Release to external collection agency. Write off items.

BI Content for FCC and Collections Event logging framework is enhanced by the BDC object work item. (The corresponding extraction of the workitem itself is supplied by the ERP system. See Release Note Integration with Business Intelligence.) Several actions in views of financial customer care are logged. (For a complete list of actions see Customizing for Customer Relationship Management and choose Interaction Center WebClient -> Additional Functions -> Intent-Driven Interactions -> Define Events in Repository, especially the events with a name starting with "FICA").

Further information can be found in the Business Information (BI) system. Dispute Management Integration(for Telco & Insurance) Integration of CRM Interaction Center WebClient with ERP FI-CA (New)

Effects on Customizing For further information on Customizing and on how to configure this business scenario, see SAP Solution Manager. See also For more information on the functions of the individual business processes for the business scenario Financial Customer Care for Public Sector, see SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> SAP CRM 7.0 -> Application Help -> Components and Functions -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Functions in the Interaction Center for Financial Customer Care.

1.38 CRM-CA
1.38.1 Rule Builder (New)
Use

CRM Cross-Application Components

As of SAP CRM 7.0, you can use the application for defining, creating and changing the rules for loyalty management or territory management.

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In loyalty management, a member activity is processed against the rules created with the rule builder, resulting in an action being performed. For example, if a member of a loyalty program takes a flight, the rules are processed and the member earns miles or points. In territory management, you use rules to define the scope of a territory. For example, you can specify a country and certain postal codes to define the geographical region that a territory covers. You can also specify which account and/or products fall under a territory, or which sales area is responsible for a territory.

Effects on Customizing Make settings in Customizing for Customer Relationship Management under CRM Cross-Application Components -> Rule Builder. See also Loyalty Management (New) Territory Management (Enhanced)

1.38.2 Changes to Customizing Structure for CRM Cross-Application Components

Use In SAP CRM 7.0 the Customizing structure under Customer Relationship Management -> CRM Cross-Application Components has changed as follows: The section Rule Builder is new. The activity Check Entire Model for Transactions has been renamed Extend Model for Business Transactions with New Relations and moved from Customer Relationship Management -> CRM Cross-Application Components -> Generic Interaction Layer/Object Layer -> Component-Specific Settings to the new section Business Transactions under Component-Specific Settings. This section contains two new activities: Extend Model for Business Transactions with New Nodes Define Custom Handler Classes for Business Transaction Model Nodes

The section Multilevel Categorization contains two new activities: Assign Transaction Types to Catalog Categories Assign Item Categories to Catalog Categories

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