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CRM 5.

0 August 2006 English

CRM Interaction Center (WebClient) for Automotive (A27)
&uil#ing &lo'( Con$iguration Gui#e

SAP AG Dietmar-Hopp-Allee 6 6! !0 "all#or$ German%

SAP Best Practices CRM )C *"e+Client, $or Automoti-e *A2., - Con$iguration Gui#e

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/ Cop%right 2006 SAP AG. All rights reser-e#. 0o part o$ this pu+li'ation ma% +e repro#u'e# or transmitte# in an% $orm or $or an% purpose 1ithout the e2press permission o$ SAP AG. 3he in$ormation 'ontaine# herein ma% +e 'hange# 1ithout prior noti'e. Some so$t1are pro#u'ts mar(ete# +% SAP AG an# its #istri+utors 'ontain proprietar% so$t1are 'omponents o$ other so$t1are -en#ors. Mi'roso$t4 "in#o1s4 5utloo(4 an# Po1erPoint are registere# tra#emar(s o$ Mi'roso$t Corporation. )&M4 D&24 D&2 6ni-ersal Data+ase4 5S724 Parallel S%sple24 M8S7ESA4 A)94 S7:!04 AS7;004 5S7:!04 5S7;004 iSeries4 pSeries4 2Series4 <Series4 <75S4 A=P4 )ntelligent Miner4 "e+Sphere4 0et$init%4 3i-oli4 )n$ormi24 i575S4 P5"ER4 P5"ER54 5penPo1er an# Po1erPC are tra#emar(s or registere# tra#emar(s o$ )&M Corporation. A#o+e4 the A#o+e logo4 A'ro+at4 PostS'ript4 an# Rea#er are either tra#emar(s or registere# tra#emar(s o$ A#o+e S%stems )n'orporate# in the 6nite# States an#7or other 'ountries. 5ra'le is a registere# tra#emar( o$ 5ra'le Corporation. 60)94 975pen4 5S=7 4 an# Moti$ are registere# tra#emar(s o$ the 5pen Group. Citri24 )CA4 Program 0eigh+orhoo#4 Meta=rame4 "in=rame4 8i#eo=rame4 an# Multi"in are tra#emar(s or registere# tra#emar(s o$ Citri2 S%stems4 )n'. H3M>4 9M>4 9H3M> an# ":C are tra#emar(s or registere# tra#emar(s o$ ":C?4 "orl# "i#e "e+ Consortium4 Massa'husetts )nstitute o$ 3e'hnolog%. @a-a is a registere# tra#emar( o$ Sun Mi'ros%stems4 )n'. @a-aS'ript is a registere# tra#emar( o$ Sun Mi'ros%stems4 )n'.4 use# un#er li'ense $or te'hnolog% in-ente# an# implemente# +% 0ets'ape. Ma2D& is a tra#emar( o$ M%SA> A&4 S1e#en. SAP4 R7:4 m%SAP4 m%SAP.'om4 2Apps4 2App4 SAP 0et"ea-er4 an# other SAP pro#u'ts an# ser-i'es mentione# herein as 1ell as their respe'ti-e logos are tra#emar(s or registere# tra#emar(s o$ SAP AG in German% an# in se-eral other 'ountries all o-er the 1orl#. All other pro#u't an# ser-i'e names mentione# are the tra#emar(s o$ their respe'ti-e 'ompanies. Data 'ontaine# in this #o'ument ser-es in$ormational purposes onl%. 0ational pro#u't spe'i$i'ations ma% -ar%. 3hese materials are su+Be't to 'hange 1ithout noti'e. 3hese materials are pro-i#e# +% SAP AG an# its a$$iliate# 'ompanies *CSAP GroupC, $or in$ormational purposes onl%4 1ithout representation or 1arrant% o$ an% (in#4 an# SAP Group shall not +e lia+le $or errors or omissions 1ith respe't to the materials. 3he onl% 1arranties $or SAP Group pro#u'ts an# ser-i'es are those that are set $orth in the e2press 1arrant% statements a''ompan%ing su'h pro#u'ts an# ser-i'es4 i$ an%. 0othing herein shoul# +e 'onstrue# as 'onstituting an a##itional 1arrant%.

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SAP Best Practices CRM )C *"e+Client, $or Automoti-e *A2., - Con$iguration Gui#e

Icons
Icon Meaning Caution E2ample 0ote or 3ip Re'ommen#ation S%nta2

Typographic Conventions
Type tyle Example text !escription "or#s or 'hara'ters that appear on the s'reen. 3hese in'lu#e $iel# names4 s'reen titles4 push+uttons as 1ell as menu names4 paths an# options. Cross-re$eren'es to other #o'umentation. Example text E9AMP>E 3E93 Emphasi<e# 1or#s or phrases in +o#% te2t4 titles o$ graphi's an# ta+les. 0ames o$ elements in the s%stem. 3hese in'lu#e report names4 program names4 transa'tion 'o#es4 ta+le names4 an# in#i-i#ual (e% 1or#s o$ a programming language4 1hen surroun#e# +% +o#% te2t4 $or e2ample4 SE>EC3 an# )0C>6DE. S'reen output. 3his in'lu#es $ile an# #ire'tor% names an# their paths4 messages4 sour'e 'o#e4 names o$ -aria+les an# parameters as 1ell as names o$ installation4 upgra#e an# #ata+ase tools. De%s on the (e%+oar#4 $or e2ample4 $un'tion (e%s *su'h as ENTER (e%.
F2,

Example text

EXAMPLE TEXT

or the

Example text <Example text>

E2a't user entr%. 3hese are 1or#s or 'hara'ters that %ou enter in the s%stem e2a'tl% as the% appear in the #o'umentation. 8aria+le user entr%. Pointe# +ra'(ets in#i'ate that %ou repla'e these 1or#s an# 'hara'ters 1ith appropriate entries.

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............................................................................................. . :........SAP Best Practices CRM )C *"e+Client..........................:.......... / SAP AG Page ...............................2......5 De$ining Co#e Group Pro$ile.......................................................... ............. ............................ ...........................................................2....................... :..............................2..... Creating Categories $or 8ehi'les................ o$ ....2.............. ..................................2 De$ining 3e2t Determination Pro'e#ure..................................... 5 :............................ ........................... :............................ ............... 5 :...2.... ..............................:! :........................ F :......................................... :..............2......................2 5rgani<ational Mo#el.......F De$ining 3ransa'tion 3%pes..............................: Assigning Emplo%ees to Positions...............26 :..........2...................... ............................. :........2..................................2 &usiness Pro'ess Con$iguration..... 2 :.......................:0 :.....................2 Creating Positions $or 5rg........... .................... .............................2 Creating Emplo%ees $or Ser-i'e Agents.2 Assigning Categories to 0um+er Range Group..2.... :..............Con$iguration Gui#e Contents CRM )ntera'tion Center *"e+Client.......2..................................................................................................................... ...............:5 :...2............ ............................ ....... F :.......2............................................2...............................2....! :................2..................:..........! De$ining )tem Categor% Group.................2.................................. ..........6 De$ining Su+Be't Pro$ile..........................2 :......... ...........6 De$ining &usiness A##-)n..........................................2.................................................. ....................................... PrereEuisites...............2.............................................. Pre-ious Steps...............26 :.................... 2 :......... Master Data Setup............................:: :.2................... A''essing the )C "e+Client...............................:................................... 6 2.....................................2............ Creating S%stem 6sers $or Ser-i'e Agents......................................2.......2 Assigning )C "e+Client Pro$ile to 5rgani<ational 6nit..............:.... ! :...........: Creating a 8ehi'le.......5 "or(ing 1ith SAP Conta't Center Simulator *CCS............................20 :.................................................................. Creating a Ser-i'e Pro#u't..........2.............................................2.........: Pro#u'ts............................... Creating 5rgani<ational 6nits..... De$ining Co#e Group an# Co#es $or Catalogs..2..........:F :....F :...........2.. 6 2...................:0 :............. : Con$iguration................................................... .................. $or Automoti-e *A2...........................:...........2.....2........... ..................................................................... ......... 2......... :....... ...... De$ining Partner Determination Pro'e#ures...................................: De$ining Catalog............:6 :..............: Creating Customer *Sol#-3o Part%.............2........................................2F :.......................:...2.....2...... ..... :.................................Con$iguration Gui#e..... ................................ ... F :.......................... .......................................................2. .................. &usiness Partners....6 Purpose......... 6nits.. $or Automoti-e ...........................................: Assigning 51n 6ser to 5rgani<ational 6nit............ 6 2 Preparation..........2...................... Che'(ing Appli'ation Area $or Categori<ation...................................................... :......................... Cop%ing )C "e+Client Pro$ile.................................... ............................................................................2 SAP 0otes.2 3ransa'tion Settings.............................................................................25 :......................

..........2..............................2......:................. 0 De$ining )tem Categor%............. Creating 0e1 8ehi'le......................! :.......................................2........SAP Best Practices CRM )C *"e+Client....................5F :...........: Assigning Partner =un'tions to &usiness 3ransa'tions..... :........... :..............................2..........................................2....2.. :........2............60 :.............................. 6 De$ining E-Mail =orm. De$ining 0a-igation &ar Pro$ile.....: :....................................2 De$ining &usiness 3ransa'tion Pro$ile..........................5: :.2..2.............5 :......... .................62 :................ 2 De$ining )tem Categor% Determination...........................5 :....................................................2...................Con$iguration Gui#e :............5........2.......... :.........2....2..........................................:.................... : De$ining Categories 1ith Categor% Mo#eler.......62 :....56 :.2................................................... De$inition o$ Domain............2.......2....:..........2...........55 :.............2............................................. ...........................:............2......5...50 :...................6 Mapping &usiness 3ransa'tions to Responsi+le Agents............................... De$ining A''ount )#enti$i'ation Pro$ile...:...........................5! :..........2...............0........................62 :.......................... .....................2..... 5 Maintaining Ser-i'e Manager Pro$ile..... $or Automoti-e *A2......................................................................................2............. 0 De$ining )C "e+Client Pro$ile............3e'hni'al )mplementation...........................................2.....................2..............2....:........................................ / SAP AG Page 5 o$ .:.....................................................:...2........................................................! De$ining E-Mail Pro$ile.......:...2.................................55 ...................... De$ining Agent )n+o2 Pro$ile...2.2............................ Maintaining )tem Categor%....2 Aui'( Gui#e to SM3P Con$iguration....5F :...................5.....F De$ining 5utgoing E-Mail A##ress........: :......................: )C "e+Client Pro$ile $or Automoti-e... :........ De$ining Rules 1ith Rule Mo#eler........................5 De$ining Element Categories $or Sear'hes............: =ollo1ing the Steps o$ 0ote .....:................................6.:.........5 :.2... E-Mail Setup ......................... :...................................2. SAP'onne't Settings .........................

SAP Best Practices CRM )C *"e+Client.Con$iguration Gui#e CRM Interaction Center (WebClient) for Automotive " Configuration #ui$e % &urpose 3his 'on$iguration gui#e pro-i#es the in$ormation %ou nee# to set up the 'on$iguration o$ this +uil#ing +lo'( manuall%. .) 2 &reparation 2)% &rere-uisites .efore starting 'ith the installation of this buil$ing bloc/+ please have a loo/ at the $ocument Quick Guide to Installing SAP Best Practices for CRM ) 3he +uil#ing +lo'( CRM Interaction Center (WebClient) for Automotive 'ontains all ne'essar% steps 1hi'h are +asi' $or the 'on$iguration the Automoti-e s'enario Interaction Center (WebClient): Customer and Vehicle ervice !elp "es#. ' CRM /eleservice C)3 ' CRM Interaction Center WebClient / SAP AG Page 6 o$ . &lease be a'are that the content of this gui$e is base$ on CRM ()*+ &*. ' CRM ervice Master "ata C12 ' CRM ervice $%3 ' CRM Cross'/opic 4unctions C. ' CRM Master and /ransaction "ata Replication &e$ore starting 1ith the installation o$ +uil#ing +lo'( CRM Interaction Center (WebClient) for Automotive please ma(e sure that %ou ha-e su''ess$ull% set up the rele-ant se'tions o$ the $ollo1ing +uil#ing +lo'(sG • • • • • • • C%& ' CRM 0r-ani. $or Automoti-e *A2..in.ational Model C&% ' CRM Central Master "ata C&.. . )n 'ase o$ using an ECC s%stem as +a'(en# s%stem please ma(e sure that %ou ha-e su''ess$ull% set up the rele-ant se'tions o$ the $ollo1ing +uil#ing +lo'(sG • • • • $%& ' CRM (eneration C)& ' CRM Connectivit* $%+ ' CRM Customi.Replication C%..

2( !escription CA-G3=-)C-=R" )ntermittentl%4 the appli'ation area is +lan( CA-G3=-)C-=R" )ntermittentl%4 the appli'ation area is +lan( CA-G3=-)C-=R" )ntermittentl%4 the appli'ation area is +lan( CRM-&=-SA= CRM-)C-)0R CRM-)C-S85 )mplement ser-i'e ti'(et (no1le#ge +ase in SA= Short #ump using trans$er in )C"C &usiness Conte2tG missing entries / SAP AG Page . . 222... o$ . $or Automoti-e *A2.2 23*%2. Hou 'an $in# the SAP 0otes on the SAP Ser-i'e Mar(etpla'e *http://service sap co!/notes. or in SAP0et.Con$iguration Gui#e 2)2 A& 0otes &e$ore %ou +egin the installation an# 'on$iguration4 rea# the rele-ant SAP 0otes.. 3hese SAP 0otes 'ontain important in$ormation $or installation an# 'on$iguration4 an# also 'orre'tions 'on'erning this +uil#ing +lo'(.. .SAP Best Practices CRM )C *"e+Client. Ma(e sure that %ou ha-e the most up-to-#ate -ersion o$ SAP 0otes.3 227(44 227(47 523*. A& 0ote 1 Component 22.

. )$ this authori<ation #oes not appl% to / SAP AG Page F o$ . 6sers 'reate# automati'all% are assigne# the pro$iles SAPLA>> an# SAPL0E"4 1hi'h gi-es them $ull authori<ation rights... Dialog I%our initial pass1or#J I%our initial pass1or#J Ilast name o$ userJ I$irst name o$ userJ Ser-i'e Agent IE-mail a##ressJ *optional... . )$ the pro$ile $or the role hasnMt +een generate#4 %ou ha-e to #o that4 start the transa'tion 'o#e P=CG an# enter the role. :.SAP Best Practices CRM )C *"e+Client. .*stem 5sers for ervice A-ents SU01 Architecture and /echnolo-* → *stem Administration → 5ser Maintenance → 5sers 2.. Choose Create *=F.usiness &artners Creating ystem 6sers for ervice Agents &roce$ure . 3here %ou 'an generate the authori<ation 1ith the 'orrespon#ing pro$ile.. . in the CRM s%stem. )n the 5ser $iel#4 enter the s%stem user name o$ %our agent. A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu Creatin.Con$iguration Gui#e 3 Configuration 3)% Master !ata etup 3)%)% 3)%)%)% 6se 3he purpose o$ this a'ti-it% is to #e$ine a 'orrespon#ing s%stem user $or ea'h ser-i'e agent emplo%ee *$or e2ample4 a st an# 2n# le-el ser-i'e agent. Enter the $ollo1ing #ataG Address tab page >ast name =irst name =un'tion E-mail "ogon data tab page 6ser t%pe )nitial pass1or# Repeat pass1or# Profiles tab page Pro$ile Depen#ing on %our authori<ation 'on'eptK =or testing purposes pro$iles SAPLA>>4 SAPL0E" 'an +e use#. $or Automoti-e *A2. .

6. $or Automoti-e *A2. Per$orm these steps $or the $ollo1ing e2ample s%stem usersG 7iel$ name 6ser Address tab page 3itle >ast name =irst name =un'tion E-mail "ogon data tab page 6ser t%pe )nitial pass1or# Repeat pass1or# Profiles tab page Pro$ile 8alue Agent % SER8LAGE03 Ms. ..Con$iguration Gui#e %our proBe't4 %ou shoul# restri't the rights o$ the user a''or#ing to %our internal authori<ation gui#elines. an# 2n# le-el / SAP AG Page ! o$ . A##itional in$ormation 'an +e $oun# in the 5nline Help #o'umentationG http:66help7sap7com  SAP 0et"ea-er  Se'urit%  SAP 0et"ea-er Se'urit% Gui#e  6ser A#ministration an# Authenti$i'ationG 5. Dialog initial initial 8alue Agent 2 SER8LAGE03 Mr. Sa-e %our entries. Dialog initial initial Depen#ing on %our authori<ation 'on'eptK =or testing purposes pro$iles SAPLA>>4 SAPL0E" 'an +e use#. (BP#CRM#C$S%#I&%'RAC%#C'&%'R *e2ten#e# A8 $est 8ractices role. Please logon to the CRM s%stem 1ith these users an# 'hange the pass1or#. Please see SAP 0ote 0::F5:. IE-mail a##ressJ *optional. IE-mail a##ressJ *optional. $or some gui#elines. 3his role is pro-i#e# +% SAP &est Pra'ti'es an# has to +e uploa#e# +e$ore the assignment. . 3)%)%)2 6se Creating 9mployees for ervice Agents st 3he purpose o$ this a'ti-it% is to #e$ine a +usiness partner Nemplo%eeO $or the ser-i'e agent. &ar'la% Anne Ser-i'e Agent * st >e-el.. =or #etails on ho1 to uploa# roles to the s%stem re$er to the #o'ument Essential Information7 3he pass1or# $or these users is onl% an initial -alue.SAP Best Practices CRM )C *"e+Client. 3he SAP &est Pra'ti'es &usiness Pro'ess Pro'e#ures $or the s'enarios e2pe't the pass1or# )elco!e $or these users. =or the s%stem users $or the intera'tion 'enter agents %ou 'an 1or( 1ith the $ollo1ing roles an# e2ten# the authori<ations i$ ne'essar%G • • SAP#CRM#C$S%#I&%'RAC%#C'&%'R *SAP stan#ar# role. Gre% Peter Ser-i'e Agent *2n# >e-el.

*'reate# in the pre-ious installation step. Enter at least the $ollo1ing #ataG 7iel$ name &usiness Partner )D Grouping Create in Role Address tab page 3itle =irst name >ast name Countr% Identification tab page 6ser 0ame 5. ItitleJ I$irst name o$ emplo%eeJ Ilast name o$ emplo%eeJ I'ountr% (e% $or emplo%eeJ 6ser action an$ values I+usiness partner num+erJ *see list +elo1.SAP Best Practices CRM )C *"e+Client.. Ms. 6. . Per$orm these steps $or the $ollo1ing t1o e2ample emplo%eesG IS%stem username o$ emplo%eeJ *see list +elo1.. . &rere-uisites =or ea'h +usiness partner 'reate# here a 'orrespon#ing s%stem user has alrea#% +een 'reate# in the CRM s%stem *transa'tion S60 ... an# role Emplo*ee. :. Peter / SAP AG Page 0 o$ . . )n this role on ta+ page Central "ata the s%stem user )D o$ this emplo%ee has to +e maintaine# in the 5ser $iel#. Anne Mr.4 1ho is assigne# to an organi<ational unit at a later stage4 as a +usiness partner 1ith t%pe 8erson *transa'tion 'o#e $8. 8alue Agent 2 0F 0 CRM Emplo%ees Emplo%ee *0e1. &roce$ure .Con$iguration Gui#e 3he purpose o$ this a'ti-it% is to 'reate an emplo%ee *$or e2ample4 ser-i'e agent. Choose Create 8erson (49). $or Automoti-e *A2. A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu Creatin. Sa-e %our entries. CRM Emplo%ees Emplo%ee *0e1.. 7iel$ name &usiness Partner )D Grouping Create in Role Address tab page 3itle =irst name 8alue Agent % 0F00 CRM Emplo%ees Emplo%ee *0e1.. Choose Grouping CRM Emplo*ees.Emplo*ees for ervice A-ents BP Master "ata → $usiness 8artners → Maintain $usiness 8artner 2. .

6! !0 DE 2 "all#or$ DE DE / SAP AG Page o$ . Creatin. >anguage treet Address Street7 House num+er Postal Co#e7Cit% Countr% Communication "il#-Str. . &roce$ure .SAP Best Practices CRM )C *"e+Client. $or the 'ustomer *person. . :..Customer ( old'/o 8art*) BP Master "ata → $usiness 8artners → Maintain $usiness 8artners Choose +utton Addit7 4ields Correspon#en'e lang. Maintain the $ollo1ing e2ample entriesG 7iel$ name &usiness Partner )D Grouping Create in Role Address tab page :ame 3itle =irst name >ast name Mr. $or Automoti-e *A2. A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu 2.. has +een 'reate# as a +usiness partner 1ith role Emplo*ee in the CRM s%stem.. use# in the )C "e+Client $or Automoti-e s'enario. Mi'hael Mile 6ser action an$ values Iempt%J CRM Customer &usiness Partner *Gen. Choose Create 8erson.Con$iguration Gui#e >ast name Countr% Identification tab page 6ser 0ame SER8LAGE03 SER8LAGE032 &ar'la% DE Gre% DE Result Ea'h ser-i'e agent * st an# 2n# le-el help #es(. 3)%)%)3 6se Creating Customer ( ol$"To &arty) 3he purpose o$ this a'ti-it% is to #e$ine a +usiness partner *sol#-to part%.

Pro'e#ure Curren'% F. 6.. A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG / SAP AG Page 2 o$ . Choose -ie1 ales Area "ata an# sele't the $ollo1ing -alues *using the input help.ation is 'reate#. 5n ta+ $illin.Pri'.ational Model *or C%1 respe'ti-el% $or CRM stan#alone.SAP Best Practices CRM )C *"e+Client.. !. 5. CRM 0r-ani. . in 1hi'h the organi<ational unit $8< ERVC .ational Mo$el Creating :rgani. 3he organi<ational units are the +asis $or $urther 'on$iguration. 3)%)2 3)%)2)% 6se :rgani. &roce$ure . .Con$iguration Gui#e 7iel$ name 3elephone E-Mail 6ser action an$ values 0 2:-6666 Ie2isting e-mail a##ressJ *%ou 'an enter %our o1n e2isting e-mail a##ress $or testing purposes. $or a ne1 'ustomer *person. )n $iel# Create in $8 role4 sele't the CRM%%% old'/o 8art*. Sa-e %our entries. . )n or#er to maintain the ne1 'ustomer in all ne'essar% roles4 sele't the $ollo1ing roles in $iel# Chan-e in $8 role an# 'hoose ave one a$ter anotherG • • • CRM002 Ship-3o Part% CRM00: Pa%er CRM00. $or Automoti-e *A2.ational 6nits st )n the CRM s%stem4 %ou nee# to set up 'orrespon#ing organi<ational units $or the >e-el Help Des(. an# 2n# &rere-uisites Hou ha-e alrea#% per$orme# +uil#ing +lo'( C%& .G 7iel$ name ales Area Sales 5rgani<ation Distri+ution Channel &P Sales 5rgani<ation Dire't Sales 6ser action an$ values ... )n #ialog +o2 Chan-e to another $8 role in create mode 'hoose ave.. $8 ervice 0r-ani. &ill-3o Part% 6ser action an$ values Stan#ar# E6R Result Hou ha-e 'reate# a +usiness partner *sol#-to part%.ta+4 enter the $ollo1ing -aluesG 7iel$ name Cust.

ational unit  tructure search to $in# the organi<ational unit $8< ERVC .ation (!escription) &P =irst >e-el Ser-i'e Help Des( 2. 0ote the )D $or organi<ational unit $8<!"<0:E *see 'olumn I". 5n the Attributes ta+ 'hoose +utton Chec# in ro1 Consistenc*. !.ational unit).ation an# 'hoose Create $rom the #rop#o1n menu.ation (!escription) &P Ser-i'e Help Des( 6. .ation (I!) &PLHDL50E :rgani. 5n the Address ta+4 enter an a##ress $or the ne1 organi<ational unit. 5n the 4unction ta+ sele't ervice.0r-ani.SAP Best Practices CRM )C *"e+Client.. 5n the Address ta+4 enter an a##ress $or the ne1 organi<ational unit.ation Sele't this organi<ational unit 1ith a #ou+le-'li'(.ation (I!) &PLSR8LHD :rgani. :. . !. .. 3he light +e'omes green.Con$iguration Gui#e A& CRM Transaction co$e A& menu Maintainin. 5. 0.ation (!escription) &P Se'on# >e-el Ser-i'e Help Des( Result / SAP AG Page : o$ . . . 5n the 4unction ta+ sele't ervice. 5n the Attributes ta+ 'hoose +utton Chec# in ro1 Consistenc*. )$ not 'hoose +utton "ispla* Chec# Results $or #etails. )n the s'reen area 4ind b*4 'hoose 0r-ani. )n #ialog +o2 Choose Relationship sele't the option Is line supervisor of (0r-ani. 3he light +e'omes green. 0ote the )D $or organi<ational unit $8<!"</W0 *see 'olumn I".G LLLLLLLLLLLLLLLLLLLLLLLLLLLLLL ..ational Model PPOMA_CRM Master "ata  0r-ani.ational Model 2. F.. )$ not 'hoose +utton "ispla* Chec# Results $or #etails. :.ational unit). )n or#er to 'reate a su+or#inate organi<ational unit #o a right mouse-'li'( on the ne1 organi<ational unit an# 'hoose Create $rom the #rop#o1n menu.ational Model  Maintain 0r-ani.G LLLLLLLLLLLLLLLLLLLLLLLLLLLLLL :rgani.. 5. 6.$8 ervice 0r-ani. Sa-e %our entries. )n the Assi-nment 8lan (CRM) s'reen area #o a right mouse-'li'( on organi<ational unit $8 ervice 0r-ani. $or Automoti-e *A2. . Sa-e %our entries. Repeat these steps in or#er to 'reate a se'on# su+ organi<ational unit on the same le-el 1ith the $ollo1ing #ataG :rgani.. &elo1 on ta+ $asic data4 ma(e the $ollo1ing entriesG :rgani. &elo1 on ta+ $asic data4 ma(e the $ollo1ing entriesG :rgani.ation (I!) &PLHDL3"5 F. )n #ialog +o2 Choose Relationship sele't the option Is line supervisor of (0r-ani.

3)%)2)3 Assigning 9mployees to &ositions &roce$ure .SAP Best Practices CRM )C *"e+Client.8ositions for 0r-7 5nits PPOMA_CRM Master "ata  0r-ani.ational Model / SAP AG Page .ational Model 2. . Sele't organi<ational unit $8<!"<0:E 1ith a #ou+le-'li'(. A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu Creatin.Emplo*ees to 8ositions PPOMA_CRM Master "ata  0r-ani. Repeat the steps in or#er to 'reate a 'orrespon#ing position $or this organi<ational unit 1ith the $ollo1ing #ataG &osition (I!) P5SLHDL3"5 F. 5.. &elo1 on the $asic data ta+4 ma(e the $ollo1ing entriesG &osition (I!) P5SLHDL50E &osition (!escription) =irst >e-el Ser-i'e Agent 6. .. . 3)%)2)2 6se Creating &ositions for :rg) 6nits Hou assign positions to organi<ational units4 in #oing this4 %ou also #etermine the tas(s assigne# to them. )n #ialog +o2 Choose Relationship sele't the option Incorporates (8osition). . Sa-e %our entries. &osition (!escription) Se'on# >e-el Ser-i'e Agent Result Hou ha-e 'reate# ne1 positions $or the ne1 organi<ational units.ational Model  Maintain 0r-ani. $or Automoti-e *A2.. :. A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu Assi-nin. Sele't organi<ational unit $8<!"</W0 1ith a #ou+le-'li'(. )n or#er to 'reate a 'orrespon#ing position #o a right mouse-'li'( on the organi<ational unit an# 'hoose Create $rom the #rop#o1n menu.. &roce$ure . o$ .Con$iguration Gui#e Hou ha-e 'reate# ne1 organi<ational units an# assigne# ser-i'e agents to the rele-ant help #es( units.ational Model  Maintain 0r-ani.

5. $or Automoti-e *A2. !.. 3)%)3 3)%)3)% 6se &ro$ucts Creating Categories for 8ehicles 3he purpose o$ this a'ti-it% is to 'reate ne1 'ategories 1hi'h are spe'i$i' to %our -ehi'les..8R0" /?8 ma* onl* be chan-ed in the ori-inal s*stem7 6. . . Result Hou ha-e assigne# ser-i'e agents emplo%ees to the 'orrespon#ing help #es( positions. Sa-e %our entries. &roce$ure . Sele't %our 'orrespon#ing $irst le-el agent. )n the sele'tion #ialog +o24 on ta+ 8artner b* address in $iel# :ame & enter the last name o$ %our $irst le-el ser-i'e agent *hereG ne1 emplo%ee $arcla*... an# 'hoose tart search.. Hou 'an ignore the in$ormation message !ierarch* R. Repeat these steps to assign emplo%ee (re* as se'on# le-el ser-i'e agent to position 80 <!"</W0.Con$iguration Gui#e 2. :. Choose Displa% I-J Change. Sele't position unit 80 <!"<0:E 1ith a #ou+le-'li'(.. / SAP AG Page 5 o$ . . .. )n 'ase o$ setting up a stan#alone CRM s%stem4 'hoose hierar'h% YBPCRMPROD *1ith root 'ategor% ?$8<CRM<8R0"/?8E. )n #ialog +o2 Choose Relationship sele't the option 0=ner ($usiness partner).Cate-ories for Vehicles COMM_HIERARCHY Master "ata  8roducts  Maintain Cate-ories and !ierarchies 2. Choose :e= Cate-or*.. Choose 0pen !ierarch*> :. Sa-e %our entries. )n or#er to assign an emplo%ee4 #o a right mouse-'li'( on the position an# 'hoose Assi-n $rom the #rop#o1n menu7 . Highlight the root 'ategor% 8roduct ubt*pe *or4 in 'ase o$ setting up a CRM stan#alone s%stem4 'hoose root 'ategor% ?$8<CRM<8R0"/?8E4 $or #etails see +uil#ing +lo'( C%+ ' CRM Central Master "ata tandalone. 1hi'h has +een 'reate# +e$ore *$or #etails see Con$iguration Gui#e o$ +uil#ing +lo'( C*2 CRM Central Master "ata tandalone. 5. . A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu Creatin. 6. 3a(e into a''ount %our 'ustomer-spe'i$i' hierar'h% an# 'ategor% mo#eling 1hen %ou 'reate ne1 'ategories an# assign set t%pes4 to a-oi# restri'tions. Sele't the trans$erre# hierar'h% R3PRODSTYP an# 'hoose Continue. .SAP Best Practices CRM )C *"e+Client.. F..

.German &P =ahr<euge Automoti-e P Customer Ser-i'e 8)0 .G Categor* tab page $asic "ata on Cate-or* Pro#u't 3%pe 5+Be't =amil% Pro#u't 7 5+Be't Assignment Possi+le 8roduct 6 0b@ect Maintenance: Control 4ields Can Maintain Do'uments Can Maint. :. Enter the $ollo1ing #ataG 7iel$ name Categor% )D Short te2t !. $or Automoti-e *A2.8ehi'le )#enti$i'ation 0um+er Material Automoti-e P 8ehi'les 6ser action an$ values H&PL)SAM &P 8ehi'les . one a$ter anotherG Set%*pes tab page Assi-ned et /*pes Set 3%pe C5MMLPRLMA3 C5MMLPRLSH3E93 C5MLC5MMERC)A> )SAMLGL8EHL)DS )SAML8EHLM5DE> )SAML8EHLSPEC Des'ription &asi' Data $or Materials Des'riptions &usiness Data General 8ehi'le )Ds 8ehi'le Mo#el E2tension 8ehi'le Spe'i$i'ation E2tension Des'riptions Position 8ie1 )D Set t%pes $or one pro#u't t%pe 'an +e assigne# onl% to *one or more 'ategories 1ithin. Choose Continue. Repeat these 'on$iguration steps to 'reate the $ollo1ing $our su+-'ategories un#erneath the ne1 'ategor% ?$8<I AM an# to maintain the 'orrespon#ing set t%pe properties $or these $our ne1 'ategoriesG / SAP AG Page 6 o$ ..Con#itions PartnDetPro' Alternati-e )D 3%pe "escriptions >anguage Categor% Des'ription DE .Con$iguration Gui#e F.SAP Best Practices CRM )C *"e+Client. Sa-e %our entries. 0. another hierar'h%. 5n ta+ et/*pes4 a## the $ollo1ing set t%pes *+% 'hoosing +utton Add set t*pe. 2. one hierar'h%. )$ a set t%pe is not o$$ere# in the possi+le entries help4 it is alrea#% assigne# to *a 'ategor% o$. .. 5n the Cate-or* ta+ page maintain the -alues as sho1n in the $ollo1ing ta+le *i$ not alrea#% #one.

$or Automoti-e *A2.escriptions >anguage Categor% Des'ription Set%*pes tab page Assi-ned et /*pes Set 3%pe C5MMLPRLMA3 C5MMLPRLSH3E93 C5MMLPRL60)3 )SAML5L8EHL)DS )SAML8EHLM5DE> Des'ription &asi' Data on Materials Des'riptions 6nits o$ Measure 5ther 8ehi'le )#s 8ehi'le Mo#el E2tension Re$eren'e# DE . . ub"category 3< 7iel$ name 6ser action an$ values / SAP AG Page .$usiness Add'In.German Sel+st angelegte =ahr<euge 6ser action an$ values )SAML5"0LMA06A>>H 51n Manuall% Create# 8ehi'les 3he set t%pe properties $or 'ategor% I AM<0W:<MA:5ACC? are i#enti'al 1ith those o$ 'ategor% $8<I AM. . ub"category %< 7iel$ name Categor% )D Short te2t Categor* tab page "escriptions >anguage Categor% Des'ription DE . ub"category 2< 7iel$ name Categor% )D Short te2t Categor* ta+ page .. =or those set t%pes 1hi'h ha-e +een alrea#% inherite# $rom 'ategor% $8<I AM4 %ou onl% nee# to maintain $iel# Referenced..Con$iguration Gui#e Please #ra1 %our attention to the $a't that the )Ds o$ the 'ategories +elo1 ha-e to +e i#enti'al 1ith those alrea#% #e$ine# in the 'o#ing o$ metho# I4<EA<CRM<I AM<C0MM0:B"E/ERMI:E<"E4A5C/< E/58 1hi'h is use# as 'op% template 1hen 'reating a ne1 reEuire# &usiness A##-)n *$or #etails see 'hapter "efinin.SAP Best Practices CRM )C *"e+Client.German Sel+st angelegte =ahr<euge *mit Pro#u(tre$eren<. 6ser action an$ values )SAMLMA0 51n Manuall% Create# 8ehi'les *1ith Pro#u't Re$eren'e.. o$ .

.escriptions >anguage Categor% Des'ription Set%*pes tab page Assi-ned et /*pes Set 3%pe )SAML3HLPAR3H .German Eigene ho'hgela#ene =ahr<euge )SAML5"0L6P>5ADED 51n 6ploa#e# 8ehi'les / SAP AG Page F o$ ..SAP Best Practices CRM )C *"e+Client.Con$iguration Gui#e Categor% )D Short te2t Categor* ta+ page .< 7iel$ name Categor% )D Short te2t Categor* ta+ page .. $or Automoti-e *A2.escriptions >anguage Categor% Des'ription Set%*pes tab page Assi-ned et /*pes Set 3%pe CRMMLPRLSA>ESA )SAML5L8EHL)DS ub"category . Repeat the steps a+o-e $or 'reating a ne1 su+-'ategor% positione# un#erneath 'ategor% MA/< 1ith the $ollo1ing #ata an# a##itional set t%peG 7iel$ name Categor% )D Short te2t 6ser action an$ values H&PLMA3L8C>E &P 8ehi'les Des'ription 3hir# Part% E2tensions Re$eren'e# DE . 5. . .German =ahr<euge -on =rem#an+ietern 6ser action an$ values )SAML3H)RDLPAR3H 3hir# Part% 8ehi'les Des'ription SalesG Control =iel#s4 Auantities 5ther 8ehi'le )Ds E2tension Re$eren'e# DE . Sa-e %our entries.

.0 :0 50 8ie1 )D Material Material Material Material General General Result Hou ha-e maintaine# all 'ategories ne'essar% $or -ehi'les that are use# in the SAP &est Pra'ti'es s'enario $or )C Automoti-e.escriptions >anguage Categor% Des'ription Set%*pes tab page Assi-ned et /*pes Set 3%pe )SAML8EHLM5DE> Des'ription 8ehi'le Mo#el E2tension Position 60 8ie1 )D DE . &rere-usites Sensi+le internal num+er ranges an# num+er range groups *e.4 ?<$8<(R058..German &P =ahr<euge )n 'ase o$ setting up a CRM stan#alone s%stem4 'hoose ?$8<CRM<8R0"/?8E as root 'ategor% $or 'ategor% ?$8<MA/<VCCE an# a## also the $ollo1ing set t%pesG Set%*pes tab page Assi-ned et /*pes Set 3%pe C5MMLPRLMA3 C5MMLPRL60)3 C5MMLPRLG3)0 C5MMLPRL>G3E93 C5MMLPRLSH3E93 CRMMLPRL3A9 6.g. / SAP AG Page ! o$ . Sa-e %our entries. 3)%)3)2 6se Assigning Categories to 0umber Range #roup )n or#er to use the ne1 'ategories $or -ehi'les 1ith internal num+ering4 %ou nee# to assign those 'ategories to pre#e$ine# num+er range groups. &asi' 3e2ts Des'riptions Pro#u't 3a2es Position 0 20 :0 . . Ea'h num+er range group has got an internal num+er range assigne#.SAP Best Practices CRM )C *"e+Client. $or Automoti-e *A2.Con$iguration Gui#e Categor* ta+ page . "ith the assignment o$ a 'ategor% to a spe'ial num+er range group4 the 'orrespon#ing internal num+er range is also -ali# $or the pro#u'ts 1hi'h 1ere 'reate# using the repe'ti-e 'ategor%. ha-e alrea#% +een #e$ine# in the CRM s%stem. . Des'ription &asi' Data $or Materials 6nits o$ Measure Glo+al 3ra#e )tem 0um+er *G3)0.

6... A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu 2.Cate-ories to :umber Ran-e (roup COMCMATERIALID Cross'Application Components  A8 8roduct  ettin-s for 8roduct /*pe  :umber Assi-nment  "efine :umber Ran-es for the 8roduct /*pe DMaterialD 2. $or Automoti-e *A2. A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu Assi-nin. &roce$ure . . )n $iel# 4or Cate-or*4 sele't YBP_MAT_VCLE an# 'hoose Continue. Per$orm those steps $or the $ollo1ing ne1 'ategoriesG • • • • • )SAML5"0LMA06A>>H )SAMLMA0 )SAML5"0L6P>5ADED )SAML3H)RDLPAR3H H&PLMA3L8C>E )t is possi+le that the ne1l% 'reate# 'ategories might not appear in this transa'tion at on'e *in group se'tion :ot assi-ned.a Vehicle COMMPR01 Master "ata  8roducts  Maintain 8roducts / SAP AG Page 20 o$ . 3)%)3)3 6se Creating a 8ehicle 3he purpose o$ this a'ti-it% is to 'reate a -ehi'le as re$eren'e pro#u't *material.4 ?<$8<(R058. . Mar( a ne1 'ategor% *group se'tion :ot assi-ned. Sa-e %our settings.Con$iguration Gui#e &roce$ure . Enter the $ollo1ing e2ample #ataG 7iel$ name Material 6ser action an$ values HLRE=LRACER Creatin. )n this 'ase Bust logon to the CRM s%stem again in or#er to re$resh the #ata. an# 'hoose Assi-n element -roup.. . use# as e2ample in the SAP &est Pra'ti'es s'enario IC (WebClient): Customer and Vehicle !elp "es# $or Automoti-e. . Che'( the 'orrespon#ing num+er range group *here4 e. an# 'hoose elect element... .g..SAP Best Practices CRM )C *"e+Client. Choose Maintain (roups7 :.. 5. Choose Create Material. :.

SAP Best Practices CRM )C *"e+Client. &roce$ure .5DP 2006 6ser action an$ values 6. 5n the A8 $asic "ata ta+ page4 ma(e the $ollo1ing entriesG 7iel$ name Vehicle Model Extension Manu$a'turer Mo#el Mo#el De% Mo#el Su+t%pe Mo#el Hear )SAM RACER RACER SP5R3 : . / SAP AG Page 2 o$ . 6se Creating a ervice &ro$uct 3he purpose o$ this a'ti-it% is to 'reate a ser-i'e pro#u't use# as e2ample in the SAP &est Pra'ti'es s'enario IC (WebClient): Customer and Vehicle !elp "es# $or Automoti-e.. . 5n the (eneral ta+4 %ou 'an maintain the pro#u't #es'ription in #i$$erent languagesG 7iel$ name "escriptions >anguage Pro#u't Des'ription German 3ur+o Ra'er 6ser action an$ values .. . has +een 'reate# *$or #etails see +uil#ing +lo'( C&. ' CRM Master and /ransaction "ata Replication respe'ti-el%.. Group 5nits of Measure &ase 6nit o$ Measure F. 3)%)3). PC 05RM 6ser action an$ values Result Hou ha-e 'reate# a -ehi'le as re$eren'e pro#u't *material.. &rere-uisites A 'orrespon#ing sales organi<ation an# a sol#-to part% ha-e +een repli'ate# or 'reate# in the CRM s%stem *$or #etails see the 'orrespon#ing +uil#ing +lo'(s C%& ' CRM 0r-ani.Con$iguration Gui#e Des'ription 3ur+o Ra'er 5.... CRM ervice Master "ata. Choose ave. $or Automoti-e *A2.g.ational Model an# C&% ' CRM Central Master "ata *an# C%. 5n the Material ta+4 ma(e the $ollo1ing entriesG 7iel$ name $asic "ata for Materials )tem Cat.4 ?$8<CRM< ERVICE. A 'orrespon#ing 'ategor% *e.. .5!0M :.

Maintain the $ollo1ing 'on#ition -alues *using the input help. )n the #ialog +o2 highlight (e% 'om+ination A8%%9 an# 'hoose 0G7 :. . !. . using the input help.a ervice 8roduct COMMPR01 Master "ata  8roducts  Maintain 8roducts 6.. F. Choose Continue..Con$iguration Gui#e . A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu 2. 5n the ervice ta+ page4 maintain the $ollo1ing -aluesG 7iel$ name 6ser action an$ values /ransaction Control 4ields )tem Cat. 5n the Conditions ta+ page4 in 'olumn CCtC4 sele't 'on#ition t%pe %8R% *8rice.G / SAP AG Page 22 o$ . Maintain the $ollo1ing entriesG 7iel$ name 6ser action an$ values ales: Control 4ieldsE Fuantities Sales 6nit Minimum 5r#er At% )tem Categor% Group H 000 H SR8P *Ser-i'e pro#u't. Group "uration of Wor# Duration o$ "or( 5nits of Measure &ase 6nit o$ Measure H 2000 H SR8P *Ser-i'e pro#u't. 5n the ales and "istribution ta+ page4 'hoose Assi-n777 . 5.. . 2. $or Automoti-e *A2. Highlight sales organi<ation $8< ACE an# 'hoose Assi-n.. Choose Create ervice7 :. =or the 'ategor%4 sele't YBP_CRM_SERVICE ($8 CRM ervice 8roducts for ervice 0rders. 5n the (eneral ta+4 %ou 'an maintain the ser-i'e #es'ription in #i$$erent languagesG 7iel$ name "escriptions >anguage Pro#u't Des'ription German &P =ahr<euguntersu'hung 6ser action an$ values . . using the input help. 0. Enter the #ata in the $ollo1ing $iel#sG 7iel$ name Ser-i'e Des'ription 6ser action an$ values )08ES3)GA3)50 &P 8ehi'le )n-estigation Creatin.SAP Best Practices CRM )C *"e+Client.

Con$iguration Gui#e Column name Sales 5rgani<ation Distri+ution Channel Pro#u't )D Sol#-3o Part% Amount Curren'% per 6nit 8ali#-$rom Date 8ali#-to Date . . Choose ave7 H Ito#a%J : . $or Automoti-e *A2... 2.SAP Best Practices CRM )C *"e+Client. / SAP AG Page 2: o$ .!!!! 6ser action an$ values &PLSA>ES 0 )08ES3)GA3)50 I%our 'ustomerJ *see 'hapter Creating Customer ( old'/o 8art*).. 0400 E6R Result Hou ha-e ha-e 'reate# an e2ample ser-i'e pro#u't that is use# as re$eren'e. .

IC WebClient 8rofile to 8osition.. !. Sa-e %our entries an# 'hoose a 'ustomi<ing reEuest i$ reEuire#.SAP Best Practices CRM )C *"e+Client..Con$iguration Gui#e 3)2 . . A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu Cop*in. Result Hou 'reate# a ne1 )C "e+Client pro$ile to use them $or the Customer and Vehicle !elp "es# s'enario $or Automoti-e. Highlight the pro$ile A5/0M0/IVE as 'op% template.usiness &rocess Configuration 3)2)% 3)2)%)% 6se 3he purpose o$ this a'ti-it% is to 'op% a stan#ar# )C "e+Client pro$ile an# to rename it. Enter the ne1 pro$ile )D an# pro$ile #es'ription as $ollo1sG "hen 'reating ne1 #ata manuall% *not using the &C-Set. . / SAP AG Page 2. :. Con$irm the in$ormation #ialog +o2. . t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE.IC WebClient 8rofile SPRO Customer Relationship Mana-ement  Interaction Center WebClient  "efine IC WebClient 8rofiles 2. 3he $inal assignment o$ the s'enario-spe'i$i' single pro$iles to the ne1 )C "e+Client pro$iles 1ill +e #es'ri+e# in a later se'tion. Choose "ispla* 'H Chan-e i$ ne'essar%. 3he "e+Client pro$ile is #esigne# to summari<e the single pro$iles nee#e# $or the #i$$erent s'enarios. $or +oth languages *E0 an# DE. )n the o''urring #ialog +o2 'hoose cop* all.. as pre-ious step ena+les %ou to imme#iatel% log on to the )C "e+Client using the ne1 un$inishe# pro$iles.. F. Choose Enter.. . &P Automoti-e-Pro$il *DE. $or Automoti-e *A2. o$ . !escription &P Automoti-e Pro$ile *E0. &revious teps Copying IC WebClient &rofile &roce$ure .. 5.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'. &rofile I! HA635M53)8E 6. Choose Cop* As777 . Cop%ing the pro$iles an# assigning them to the rele-ant positions *see ne2t se'tion Assi-nin.

6. .ational 5nit PPOM Interaction Center  upportin. )$ %ou assign an )C "e+Client pro$ile to an organi<ational unit4 it is also -ali# $or all su+or#inate# o+Be'ts *li(e positions an# users.Con$iguration Gui#e 3)2)%)2 6se Assigning IC WebClient &rofile to :rgani. )n the 4ind b* area go to 0r-ani. / SAP AG Page 25 o$ . . Sa-e %our entries. A''or#ing to %our +usiness reEuirements %ou 'an assign an )C pro$ile to +oth4 an organi<ational unit or a position. 5. . Dou+le-'li'( on organi<ational unit $8 ervice !elp "es#..ational 6nit A$ter %ou ha-e 'reate# the ne1 )C "e+Client pro$ile4 %ou 'an assign it to the 'orrespon#ing hierar'h% no#es o$ the CRM organi<ational mo#elG Either to an appropriate organi<ational unit4 a position or #ire'tl% to a user. 2...SAP Best Practices CRM )C *"e+Client.8rocesses  IC tructure  Chan-e 0r-ani.!!!! HA635M53)8E Result Hou ha-e assigne# the appropriate )C "e+Client pro$ile to an organi<ational unit 1hi'h is also -ali# no1 $or all su+or#inate# organi<ational units an# positions. $or Automoti-e *A2. 6ser action an$ values Ito#a%J : . A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu Assi-nin.. ...ation  $8 ervice !elp "es#. =rom the menu 'hoose (oto → "etail ob@ect → Enhanced ob@ect description. Enter the $ollo1ing #ataG 7iel$ name 8ali#it% to Pro$ile !.ational 5nit  tructure earch7 :. Choose Create infot*pe (49). &rere-uisites 3he rele-ant organi<ational units ha-e +een 'reate# *see pre-ious se'tion. &roce$ure . F. 5n ta+ Active highlight the in$ot%pe IC WebClient 8rofil. =rom the stru'ture sele't A8 $est 8ractices Compan*  $8 ervice 0r-ani.IC WebClient 8rofile to 0r-ani.ation and taffin- 2.

ational Model 2. F. !. A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu Assi-nin. Mar( the position an# 'li'( the right mouse +utton an# 'hoose Assi-n..ational 5nit PPOMA_CRM Master "ata  0r-ani.. &rere-uisites Hour s%stem a#ministrator has installe# all ne'essar% 'omponents.ation  $8 ervice !elp "es#. 3o assign %our o1n s%stem user 'hoose relationship !older (5ser). Sa-e %our assignments. 3)2)%). . :. / SAP AG Page 26 o$ . >i(e this %ou 'an al1a%s 'he'( #ire'tl% e-er% mo#i$i'ation o$ the ne1 )C "e+Client pro$iles 1hi'h %ou 'arr% out 1ith the later 'hapters. =rom the stru'ture sele't A8 $est 8ractices Compan*  $8 ervice 0r-ani.ational Model  Maintain 0r-ani.ational unit  tructure earch.SAP Best Practices CRM )C *"e+Client. )n the s'reen area Assi-nment 8lan (CRM)4 na-igate to the positions to 1hi'h %ou 1ant to assign %our o1n s%stem user to. 3he CRM organi<ational mo#el stru'ture 1ith its organi<ational units an# positions is maintaine#. $or Automoti-e *A2. &roce$ure . 6se Accessing the IC WebClient )n or#er to 'he'( the 'on$iguration o$ the ne1 )C "e+Client pro$iles %ou nee# a''ess to the )C "e+Client appli'ation.ational 6nit "ith this a'ti-it% %ou assign %our o1n CRM s%stem user 1hi'h %ou use $or the s%stem 'on$iguration to all rele-ant positions o$ the CRM organi<ational mo#el in or#er to +e a+le to a''ess the )C "e+Client appli'ation 1ith one o$ the ne1l% 'reate# )C "e+Client pro$iles.Con$iguration Gui#e 3)2)%)3 6se Assigning :'n 6ser to :rgani.. Result Hou assigne# %our o1n CRM s%stem user 1hi'h %ou use $or the s%stem 'on$iguration to all ne'essar% positions o$ the SAP &est Pra'ti'es organi<ational mo#el. )n the 4ind b* area go to 0r-ani. Sear'h $or %our o1n s%stem user4 sele't it an# 'on$irm. Dou+le-'li'( on organi<ational unit $8 ervice !elp "es#. . &osition (I!) P5SLHDL50E P5SLHDL3"5 &osition (!escription) =irst >e-el Ser-i'e Agent Se'on# >e-el Ser-i'e Agent ystem 6ser I%our o1n s%stem userJ I%our o1n s%stem userJ 6. 5. . A ne1 )C "e+Client pro$ile is assigne# to ea'h rele-ant organi<ational unit an#7or position.. .0=n 5ser to 0r-ani.

.Con$iguration Gui#e Hour o1n s%stem user has +een assigne# the rele-ant organi<ational unit*s. Result Hou ha-e logge# on to the )ntera'tion Center $or 'he'(ing %our ne1 pro$ile. $or the SAP &est Pra'ti'es )C "e+Client s'enarios *$or #etails see the 'on$iguration gui#e $or +uil#ing +lo'( C)3 . )n the logon #ialog +o2 enter %our CRM s%stem user name an# pass1or# $or the respe'ti-e CRM s%stem. 3he $ollo1ing pro'e#ure o$ an in+oun# phone 'all simulation sho1s ho1 to 'arr% out a simple #emonstration o$ the $un'tionalit% in #emonstration mo#e. .SAP Best Practices CRM )C *"e+Client. o$ . &rere-uisites Hou ha-e installe#4 #eplo%e# an# 'ustomi<e# the )ntegrate# Communi'ation )nter$a'e *)C). A''ess the a'ti-it% using the $ollo1ing na-igationG Web 6R= Wor#in. &roce$ure .the IC WebClient CRM_IC 2.=ithe A8 Contact Center imulator (CC ) http:66IhostnameH:IportH6ccsui6C 5I tart7@sp As( %our s%stem a#ministrator $or the 'orre't 6R> a##ress *host name an# port in$ormation. )$ more than one )C pro$ile is a-aila+le $or %our user4 %ou nee# to sele't one 1hen logging on to the )C "e+Client.. an#7or position*s. 2. CRM Interaction Center (WebClient). Hou ha-e set up the )C "e+Client. A''ess the a'ti-it% using the $ollo1ing na-igation optionG A& CRM Transaction co$e Accessin.. 3)2)%)( 6se Wor/ing 'ith A& Contact Center imulator (CC ) 3he SAP Conta't Simulator *CCS. )t also 'ontains in$ormation on -ali# phone num+ers an# email a##resses i$ %ou 1ant to ma(e out+oun# 'ommuni'ation $rom the )C "e+Client. . $or Automoti-e *A2. :. Sele't pro$ile ?A5/0M0/IVE i$ ne'essar%. 3he #emonstration pro'e#ure starts $rom the CCS in its initial statusG / SAP AG Page 2. ena+les %ou to test an# #emonstrate all the 'ommuni'ation 'hannels in the )C "e+Client 1ithout ha-ing to install an# 'on$igure a real Conta't Center.... "ith the CCS %ou 'an simulate in+oun# phone 'alls4 messages an# 'hat reEuests that are sent to agents 1or(ing 1ith the )C "e+Client. &roce$ure . 3he SAP Conta't Center Simulator has +een 'on$igure# as 'ommuni'ation management s%stem *CMS.

! 2:. . Hou 'an a'tuall% enter an% phone num+er4 +ut i$ %ou enter a 'ustomerMs phone num+er re'ogni<e# +% the s%stem4 the 'ustomerMs #etails 1ill +e #ispla%e#. . Choose Call a-ent. &roce$ure . Channel selector. 2. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e "efinin. 3he agentMs 'onta't #etails are sho1n in 'olumn Addresses. )n the CCS 'hoose /elephon*  imulation. 5n the A-ents 0vervie= 8a-e %ou 'an see i$ %our )C "e+Client agent that %ou are going to use $or the #emonstration is not 'urrentl% logge# on.. )n the CCS 'hoose A-ents  imulation. F.Con$iguration Gui#e :... 3he #estination phone num+ers a-aila+le on the /elephon* Info 8a-e are not to be use$ in this $emonstration. )n the +usiness partner master #ata there are t1o $iel#s $or the telephone num+erG /elephone an# Extension. Hou nee# to a'ti-el% sele't the num+er e-en i$ there is onl% one num+er a-aila+le in the $iel#.. 5. 3he /elephon* "emo 8a-e appears. )n $iel# 4rom4 enter the phone num+er o$ a 'ustomer 1ho might 'all the agent *e. .. 3he status message Connection is closed appears. $or Automoti-e *A2. During telephon% simulation4 the s%stem onl% 'he'(s the entr% in the /elephone $iel#. 6.usiness A$$"In )n this a'ti-it%4 %ou 'reate a ne1 &usiness A##-)n to #etermine the #e$ault setup that is 'ommon to the Automoti-e )ntera'tion Center "e+Client. . )n the )C "e+Client session4 note that the 'all has +een #roppe#. 3)2)%)4 6se !efining . )n the /elephone $iel# the 'it% num+er an# the 'ompan% num+er are maintaine#. &rere-uisites 3he ne1 e2ample 'ategories $or -ehi'les an# )C "e+Client pro$ile ha-e +een #e$ine# li(e #es'ri+e# in the 'hapters a+o-e *1ith the same )D. )n the )C "e+Client session4 note the in+oun# phone 'all an# a''ept it. )n $iel# /o4 highlight the phone num+er o$ the agent.. Sele't 1or( mo#e Read* using the ra#io +utton. Hou see that the agent is no1 logge# on 1ith 1or( mo#e Read*. )n the )C "e+Client4 log 1ith %our CRM s%stem user an# ensure that the telephon% 'hannel is sele'te# *i'on 8hone . 0.g. !.4 so that the agent 'an re'ei-e in+oun# phone 'alls.SAP Best Practices CRM )C *"e+Client.... 3he% are onl% $or out+oun# #emonstrations. )n the CCS session on the /elephon* "emo 8a-e4 'hoose "rop Call. )n the CCS on the A-ents 0vervie= 8a-e4 'hoose Refresh.. .4 Q.$usiness Add'In SPRO / SAP AG Page 2F o$ . 3he status message 8hone call is active appears.

0. " Case for au o!o ive ev_o"#ec _fa!il$ % '&'&('. 6. Enter the $ollo1ing #ataG 7iel$ name )mplementation Short 3e2t 6ser action an$ values &P Automoti-e )mplementation 6ser action an$ values CRML)SAMLC5MM50 HL)SAMLA635M53)8E 5. 5n the Methods ta+4 #ou+le 'li'( on the metho# I4<EA<CRM<I AM<C0MM0:B"E/ERMI:E<"E4A5C/< E/587 . Sa-e %our entries an# sele't a 'orrespon#ing pa'(age *$or e2ample4 J/M8 $or lo'al o+Be'ts.. prac ices / SAP AG Page 2! o$ .. 5n the Methods ta+4 #ou+le-'li'( on the metho# I4<EA<CRM<I AM<C0MM0:B"E/ERMI:E<"E4A5C/< E/58.Con$iguration Gui#e IM# menu CRM  Interaction Center WebClient  Industr*' pecific 4unctions  Individual 0b@ects  $AdI: tandard ettin-s for Automotive 5ser Interfaces 2. )n the #ialog +o2 highlight the implementation I AM<C0MM0:<EA<IM8C an# 'hoose Chan-e. WHEN '*AUTOMOTIVE'. Repla'ement Co#esG CASE lv_icwc_prof. EN)CASE. . )n the o''urring #ialog +o2 'hoose Create7 :. 5n the Interface ta+4 #ou+le 'li'( on CC<IM<I AM<C0MM0:<EA<IM8C in the $iel# :ame of implementin.class. 2.. Cop% the 1hole +lo'( o$ 'o#ing $rom this #e$ault metho# into the ne1 &A#) )mplementation metho# that %ou ha-e Bust 'reate#. Change the $ollo1ing 'o#ing 1ith the one pro-i#e# +elo1G 5riginal Co#es to +e repla'e# 'on'erning IC WebClient profileG CASE lv_icwc_prof. . " Case for au o!o ive "es ev_o"#ec _fa!il$ % '&'&('. Choose "eactivate an# sele't a 1or(+en'h reEuest i$ reEuire#. " Case for au o!o ive ev_o"#ec _fa!il$ % '&'&('. . $or Automoti-e *A2. WHEN 'AUTOMOTIVE'. WHEN 'AUTOMOTIVE'. )n the se'on# o''urring #ialog +o2 enter the $ollo1ing #ata an# 'hoose ContinueG 7iel$ name De$inition 0ame )mplementation 0ame .. !. Hou 'an see that there is no 'o#ing in this metho#. F. . 5. 5n or#er to 'op% the 'o#ing $rom the De$ault Automoti-e )mplementation I AM<C0MM0:<EA<IM8C generate a ne1 session an# a''ess this a'ti-it% using the na-igation options mentione# a+o-e. 5n the Interface ta+4 #ou+le 'li'( on ?CC<IM<I AM<A5/0M0/IVE in the $iel# :ame of implementin.class.. EN)CASE.SAP Best Practices CRM )C *"e+Client.. Con$irm the in$ormation message. :.

Choose $ac# (4.. $or +oth languages *E0 an# DE. Choose Activate. an# 'hoose Cop* As> . &P Donta(te Automoti-e *DE. Enter the $ollo1ing -aluesG "hen 'reating ne1 #ata manuall% *not using the &C-Set.. .Con$iguration Gui#e 6. 3he partner $un'tions an# a''ess seEuen'es are assigne# here. :. !. 3)2)2 3)2)2)% 6se Transaction ettings !efining &artner !etermination &roce$ures )n this a'ti-it%4 %ou #e$ine partner #etermination pro'e#ures that the s%stem uses to automati'all% enter partners in the ne'essar% transa'tions. Choose Activate.. Result Hou ha-e #e$ine# the &usiness A##-)n 1hi'h is use# in the )C Automoti-e s'enario o$ SAP &est Pra'ti'es. "efine 8artner "etermination 8rocedure (%) &artner !etermination &roce$ure for the Interaction Recor$< 2.. Choose Enter. )n #ialog +o2 pecif* ob@ect to be copied 'hoose cop* all. 7iel$ name Pro'e#ure Des'ription . $or Automoti-e *A2.. t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. Choose Continue to 'on$irm the in$ormation message. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction Co$e IM# menu "efinin.8artner "etermination 8rocedures SPRO Customer Relationship Mana-ement → $asic 4unctions  8artner 8rocessin. / SAP AG Page :0 o$ ... . 6ser action an$ values H0000A62 &P Conta'ts Automoti-e *E0.) t1o times to na-igate +a'( to the $usiness Add'in $uilder s'reen. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. F. &roce$ure . . . Highlight partner #etermination pro'e#ure %%%%%%21 *Contacts. )n #ialog +o2 Inactive 0b@ects on ta+ Cocal ob@ects sele't all o+Be'ts an# 'hoose Continue (Enter). 5. 6.SAP Best Practices CRM )C *"e+Client.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'.

. Sa-e %our entries.. 6ser action an$ values H0000A66 &P Ser-i'e Hea#er A6 *E0. Sa-e %our entr% an# 'hoose $ac#. an# 'hoose Cop* As> . (2) &artner !etermination &roce$ure for the ervice Tic/et< . 6ser action an$ values 0 0 . Highlight partner $un'tion %%%%%%99 * hip'/o 8art*6 erviceRecipient. o$ 5''uren'es *>o1est. o$ 5''uren'es *Highest.. 0. Sa-e %our entries. Maintain the $ollo1ing #ata *an# (eep the other un'hange#..Con$iguration Gui#e F.G 7iel$ name 0o. !. 6. Choose Enter. Maintain the $ollo1ing #ata *an# (eep the other un'hange#.. . Highlight the ne1 pro'e#ure ?%%%%A21 an# #ou+le 'li'( on -ie1 8artner 4unctions in 8rocedure. :.SAP Best Practices CRM )C *"e+Client. Highlight pro'e#ure user $5 1%%199 . o$ 5''uren'es *Highest. Warrant* Claim CRM an# 'hoose "elete. 2. $or Automoti-e *A2. Dou+le 'li'( on -ie1 8artner 4unctions in 8rocedure. 0. Highlight partner $un'tion %%%%%%92 * ervice Emplo*ee (roup.)7 5. 6. Enter the $ollo1ing -aluesG 7iel$ name Pro'e#ure Des'ription :. an# 'hoose "etails. 2. Highlight partner #etermination pro'e#ure %%%%%%%2 * A8 ervice !eader. an# 'hoose "elete. Sa-e %our entr% an# 'hoose $ac# t1i'e. 2. Maintain the $ollo1ing #ata *an# (eep the other un'hange#. an# 'hoose "etails. )n #ialog +o2 pecif* ob@ect to be copied 'hoose Cop* all. / SAP AG Page : o$ . 0o. . an# 'hoose "etails. Sa-e %our entr% an# 'hoose $ac# (4. Highlight partner $un'tion %%%%%%&1 * ales Representative. 5. . !.G 7iel$ name 0o. Highlight partner $un'tion %%%%%%&9 *Contact 8erson. . an# 'hoose "elete. 0o. Highlight the ne1 pro'e#ure ?%%%%A52 an# #ou+le 'li'( on -ie1 8rocedure 5ser. o$ 5''uren'es *>o1est. A''ess seEuen'e 6ser action an$ values 0 0 Iempt%J . &P Ser-i'e Dop$#aten A6 *DE.G 7iel$ name A''ess seEuen'e 6ser action an$ values Iempt%J . Choose Continue to 'on$irm the in$ormation message. Highlight partner $un'tion %%%%%%++ *Responsible (roup.. F. .

Highlight partner $un'tion %%%%%%%K *8a*er. Highlight partner $un'tion %%%%%%%. 8artner "etermination A''ess seEuen'e Iempt%J 0 6ser action an$ values 000000!! Responsi+le Group *CRM. Dou+le-'li'( on -ie1 5ser Interface ettin-s an# maintain the $ollo1ing -aluesG / SAP AG Page :2 o$ . Sa-e %our entr% an# 'hoose $ac#7 2 . 2:. Maintain the $ollo1ing #ata *an# (eep the other un'hange#. o$ 5''uren'es *>o1est. o$ 5''uren'es *>o1est. an# 'hoose "etails.Con$iguration Gui#e :. Sa-e %our entr% an# 'hoose $ac#. .G 7iel$ name 0o.. o$ 5''uren'es *Highest.. Address Changea+le a##r.SAP Best Practices CRM )C *"e+Client. 0o. . !. *$ill'/o 8art*.. 6. . an# 'hoose "etails. Sa-e %our entr% an# 'hoose $ac#7 F. 22.G 7iel$ name 0o. 0o. Sa-e %our entr% an# 'hoose $ac#7 5. o$ 5''uren'es *Highest. Choose :e= Entries an# enter the $ollo1ing #ataG 7iel$ name Partner =un'tion (eneral Changea+le *i$ Corre'tR. Maintain the $ollo1ing #ata *an# (eep the other un'hange#. 3o repla'e this partner $un'tion 'hoose :e= Entries an# enter the $ollo1ing #ataG 7iel$ name Partner =un'tion (eneral Changea+le *i$ Corre'tR. 6ser action an$ values 0 20.. o$ 5''uren'es *>o1est. 8artner "etermination A''ess SeEuen'e 0005 Pre'e#ing Do'ument  &usiness Partner RelationshipsG Sol#-3o Part%  Current P 0 6ser action an$ values 00000002 Ship-3o Part% *CRM. o$ 5''uren'es *>o1est. 6ser action an$ values 0 . 0o. Address Changea+le a##r. 0o. $or Automoti-e *A2.

t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE.. Highlight the ne1 te2t #etermination pro'e#ure an# #ou+le 'li'( on -ie1 "efinition of 8rocedure7 6. 7iel$ name 3e2t Det. Choose :e= Entries an# enter the $ollo1ing -aluesG "hen 'reating ne1 #ata manuall% *not using the &C-Set. 2. 5. Ds'rptn Pro'. . Sa-e %our entries. P Emplo%ee Responsi+le *CRM. . Choose :e= Entries an# 'reate the $ollo1ing te2t t%peG 6ser action an$ values HLA635M> &P Automoti-e >og *E0 an# DE./ext "etermination 8rocedure SPRO Customer Relationship Mana-ement → $asic 4unctions  /ext Mana-ement  "efine /ext "etermination 8rocedure 2. 00000002 P Ship-3o Part% *CRM. Sa-e %our entries. an# #ou+le 'li'( on -ie1 8rocedure7 :. &roce$ure .. Highlight te2t o+Be't CRM<0R"ER! */ransaction !eader. $or +oth languages *E0 an# DE. ..Pro'. 000000!! P Responsi+le Group *CRM. / SAP AG Page :: o$ ....Con$iguration Gui#e 7iel$ name !eader creen Partner =un'tion Partner =un'tion 2 Partner =un'tion : Partner =un'tion . A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction Co$e IM# menu "efinin. 0000000 P Sol#-3o Part% *CRM. 3)2)2)2 6se !efining Te>t !etermination &roce$ure 3he purpose o$ this a'ti-it% is to 'reate a ne1 te2t #etermination pro'e#ure to +e use# in the Customer and Vehicle ervice !elp "es# s'enario in or#er to ena+le the ser-i'e agent to log the te2ts. 6ser action an$ values Result 31o ne1 partner #etermination pro'e#ures ha-e +een #e$ine# $or the )ntera'tion Re'or# an# the Ser-i'e 3i'(et transa'tion. 000000 . $or Automoti-e *A2.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'.SAP Best Practices CRM )C *"e+Client.

SAP Best Practices CRM )C *"e+Client, $or Automoti-e *A2., - Con$iguration Gui#e 7iel$ name 3e2t 3%pe Des'ription "efinition of 8rocedure SeEuen'e Changes 3rans$er 3%pe 0020 P >og 0ot Het De$ine# 6ser action an$ values A002 0ote

.. Sa-e %our entries an# 'hoose $ac#7 F. Choose :e= Entries an# 'reate the $ollo1ing te2t t%peG 7iel$ name 3e2t 3%pe Des'ription "efinition of 8rocedure SeEuen'e Changes 3rans$er 3%pe !. Sa-e %our entries. 00:0 R Displa% >og 0ot Het De$ine# 6ser action an$ values A00F >og

Result
Hou ha-e #e$ine# a ne1 te2t #etermination pro'e#ure.

3)2)2)3 6se

!efining Catalog

)n this a'ti-it%4 %ou #e$ine the term 'atalogs an# 'atalog languages reEuire# in a##ition to those alrea#% #e$ine# in the stan#ar# s%stem.

&roce$ure
. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction Co$e IM# menu "efinin- CataloSPRO Customer Relationship Mana-ement → $asic 4unctions  Catalo-sE Codes and 8rofiles  "efine Catalo-s

2. Choose :e= Entries an# enter the $ollo1ing -aluesG "hen 'reating ne1 #ata manuall% *not using the &C-Set, $or +oth languages *E0 an# DE,4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'., t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE,.

/ SAP AG

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SAP Best Practices CRM )C *"e+Client, $or Automoti-e *A2., - Con$iguration Gui#e 7iel$ name Catalog Catalog short te2t Catalog Ct% De%1or# 6ser action an$ values HA &P Automoti-eG Damages4 De$e'ts4 Reasons *E0, &P Automoti-eG S'ha#en4 De$e(t4 6rsa'hen *DE, C 5-er-ie1 o$ Damage7De$e'ts7Reasons &P Autom. *E0 an# DE,

:. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#.

Result
Hou ha-e #e$ine# a ne1 'atalog t%pe 1ith its attri+utes.

3)2)2), 6se

!efining Co$e #roup an$ Co$es for Catalogs

)n this a'ti-it%4 %ou #e$ine 'o#e groups an# 'o#es $or 'atalogs.

&roce$ure
. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction Co$e IM# menu "efinin- Code (roups and Codes for Catalo-s SPRO Customer Relationship Mana-ement → $asic 4unctions  Catalo-sE Codes and 8rofiles  "efine Code (roups and Codes for Catalo-s

2. )n #ialog +o2 "etermine Wor# Area: Entr*E enter ?A in the Catalo- $iel# an# 'hoose Continue. :. 3o 'reate a ne1 'o#e group 'hoose :e= Entries an# enter the $ollo1ing -aluesG "hen 'reating ne1 #ata manuall% *not using the &C-Set, $or +oth languages *E0 an# DE,4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'., t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE,. 7iel$ name Co#e Group Des'ript. Status 6ser action an$ values H)SAM &P Automoti-e Che'(list *E0, &P Automoti-e-PrS$liste *DE, 2 Release#

;. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. 5. Highlight the ne1 'o#e group ?I AM& an# #ou+le 'li'( on -ie1 Codes. 6. Choose Chan-e'H"ispla* in or#er to s1it'h to 'hange mo#e i$ ne'essar% an# 'hoose :e= Entries. .. Enter the $ollo1ing e2ample -aluesG

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SAP Best Practices CRM )C *"e+Client, $or Automoti-e *A2., - Con$iguration Gui#e Co$e A&S &R= &RP &RR CRC D>D M)> M)R 58R S)R SPD SRC 8)& !escript) Che'( A&S light or sta+ilit% light *E0, A&S-Dontrollleu'hte prS$en *DE, Che'( $ront +ra(es *E0, 8or#ere &remsen prS$en *DE, Che'( par(ing +ra(e *E0, Han#+remse prS$en *DE, Che'( rear +ra(es *E0, Hintere &remsen prS$en *DE, Che'( 'ruise 'ontrol *E0, =ahrt(ontrolle prS$en *DE, Che'( po1er lo'(ing s%stem *E0, Tentral-erriegelungss%stem prS$en *DE, Che'( ser-i'e engine soon light *E0, Ser-i'e-Dontrollleu'hte prS$en *DE, Che'( mirror operation *E0, Spiegel$un(tionen prS$en *DE, Che'( engine o-erheating *E0, MotorS+erhit<ung testen *DE, Che'( air+ag light *E0, Air+ag-Dontrollleu'hte prS$en *DE, Che'( ra#io spea(ers *E0, Ra#iolautspre'her prS$en *DE, Che'( ri#e 'ontrol light *E0, =ahrt-Dontrollleu'hte prS$en *DE, Che'( -ehi'le -i+ration *E0, =ahr<eug-i+rationen testen *DE, !efect Class 0 Criti'al De$e't 02 MaBor De$e't A 0: MaBor De$e't & 02 MaBor De$e't A 05 Minor De$e't & 0; Minor De$e't A 02 MaBor De$e't A 0: MaBor De$e't & 0: MaBor De$e't & 0: MaBor De$e't & 0: MaBor De$e't & 0: MaBor De$e't & 0: MaBor De$e't &

F. Sa-e %our entries.

Result
Hou ha-e #e$ine# a ne1 'o#e group an# 'o#es.

3)2)2)( 6se

!efining Co$e #roup &rofile

)n this a'ti-it%4 %ou #e$ine 'o#e group pro$iles. Hou 'reate pro'e#ures that shoul# onl% 'ontain a sele'tion o$ the 'o#e groups o$ a 'atalog.

&roce$ure
. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction Co$e "efinin- Code (roup 8rofile SPRO

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$or +oth languages *E0 an# DE. Sa-e %our entries. 5. Hou 'an assign a 'o#e group pro$ile to a su+Be't pro$ile $or ea'h 'atalog t%pe un#er Co#e group pro$ile $or su+Be't pro$ile.Con$iguration Gui#e IM# menu Customer Relationship Mana-ement → $asic 4unctions  Catalo-sE Codes and 8rofiles  "efine Code (roup 8rofiles 2. Chan-e'H"ispla* in or#er to s1it'h to 'hange mo#e i$ ne'essar% an# 'hoose :e= Entries7 .. . Choose :e= Entries an# enter the $ollo1ing -aluesG "hen 'reating ne1 #ata manuall% *not using the &C-Set.. t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. 6.7 F. Choose :e= Entries an# sele't 'o#e group ?I AM& *$8 Automotive Chec#list. 3)2)2)4 6se !efining ub?ect &rofile )n this a'ti-it%4 %ou #e$ine su+Be't pro$iles. :. $or Automoti-e *A2.ub@ect 8rofile SPRO Customer Relationship Mana-ement → $asic 4unctions  Catalo-sE Codes and 8rofiles  "efine ub@ect 8rofiles 2. o$ . / SAP AG Page :.. Highlight the ne1 'o#e group pro$ile ?I AM8 an# #ou+le 'li'( on -ie1 Code (roups for 8rofile7 . Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#.. Result Hou ha-e #e$ine# a ne1 'o#e group pro$ile. Enter the $ollo1ing -aluesG "hen 'reating ne1 #ata manuall% *not using the &C-Set. &P Automoti-e PrS$pro$il *DE.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu "efinin. &roce$ure . $or +oth languages *E0 an# DE.... . Highlight the 'atalog ?A an# #ou+le-'li'( on -ie1 "efinition of Code (roup 8rofile.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'..SAP Best Practices CRM )C *"e+Client. 7iel$ name C#GrpPr$le C#Pr$le32t 6ser action an$ values H)SAMP &P Automoti-e Che'( Pro$ile *E0.

SAP Best Practices CRM )C *"e+Client. Hightlight the ne1 su+Be't pro$ile ?I AM8 an# #ou+le 'li'( on Code (roup 8rofile for ub@ect 8rofile7 5... Choose :e= Entries an# enter the $ollo1ing -alues *using the input help.ation  "efine Application Areas for Cate-ori.. Che'( i$ the $ollo1ing entr% e2istsG Application I! SER8)CEL3)CDE3 !escription Ser-i'e 3i'(et :. H)SAMP &P Automoti-e Che'( Pro$ile >e-el Result Hou ha-e #e$ine# a ne1 su+Be't pro$ile. #e$ine# in People-Centi' 6) Categor% Mo#eler appli'ations. )$ the a+o-e appli'ation area #oes not e2ist4 %ou nee# to 'reate one.ation )n this a'ti-it%4 %ou 'an $in# the appli'ation areas $or 'ategori<ation #eli-ere# +% SAP 1hi'h are use# to assign 'ategori<ation s'hema*ta.Con$iguration Gui#e 7iel$ name Su+B. 3)2)2)7 6se Chec/ing Application Area for Categori.G 7iel$ name Catalog C#GrpPr$le C#Pr$le32t >e-el 6.Pro$.ation SPRO Customer Relationship Mana-ement  CRM Cross' Application Components  Multilevel Cate-ori. &roce$ure . )$ the reEuire# appli'ation is not $oun#4 then %ou nee# to 'reate a ne1 one. S+BPr$Cat. . $or Automoti-e *A2. 3e2t 6ser action an$ values H)SAMP A Ser-i'e &P Automoti-eG Ser-i'e 3i'(et *E0 an# DE. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu Chec#in. . :. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. . Choose :e= Entries an# enter the $ollo1ing entries.ation 2. 7iel$ name Appli'ation )D 6ser action an$ values SER8)CEL3)CDE3 / SAP AG Page :F o$ . Sa-e %our entries.Application Area for Cate-ori. 6ser action an$ values HA &P Autom.

/ SAP AG Page :! o$ . &P Donta(t *Automoti-e. t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. . Maintain the $ollo1ing -alues *an# (eep the others un'hange#. $usiness Activit* per$orm the $ollo1ing stepsG :. Highlight +usiness transa'tion %%&% an# 'hoose Cop* As> .. ... $or +oth languages *E0 an# DE.Con$iguration Gui#e 7iel$ name Des'ription Car#inalit% SAP &" Rele-ant Content Anal*sis ettin-s R=C Destination )n#e2 Pre$i2 S'oring =a'tor =u<<% Similarit% A0D 3o(en A0D 053 3o(en . A'ti-it% A6 *E0. .4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'. )n or#er to 'reate a ne1 transa'tion t%pe (A-. Sa-e %our entries.SAP Best Practices CRM )C *"e+Client.. "hen 'reating ne1 #ata manuall% *not using the &C-Set. *E0. &roce$ure . $or Automoti-e *A2. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu "efinin. IR=C #estination $or 3RE9 instan'e o$ the appli'ation areaJ CAG 4000000 04F00000 Q 6ser action an$ values Ser-i'e 3i'(et A n Appli'ation Areas G S'hema 3)2)2)5 6se !efining Transaction Types 3he purpose o$ this a'ti-it% is to 'reate a ne1 ser-i'e transa'tion t%pe to +e use# in the IC (WebClient): Customer and Vehicle ervice !elp "es# s'enario.G 7iel$ name 3ransa'tion 3%pe (eneral Des'ription &P &usiness A'ti-it% *Automoti-e. *DE.. 6ser action an$ values HA 0 &P &us.. as a 'op% o$ %%&% ./ransaction /*pes SPRO Customer Relationship Mana-ement → /ransactions  $asic ettin-s  "efine /ransaction /*pes 2. &P Donta(t A6 *DE.

SAP Best Practices CRM )C *"e+Client. HLA635M> H0000A62 &P Automoti-e >og &P Conta'ts Automoti-e 6ser action an$ values Iempt%J / SAP AG Page .header. 8rofiles 3e2t Det.in. . t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. F. $or Automoti-e *A2.. HLA635M> H0000A66 00000000000 H3S8LHEADER &P Automoti-e >og &P Ser-i'e Hea#er A6 Stan#ar# 5rg. . 5.Pro'. )#enti$. 6ser action an$ values HS8A &P Ser-i'e 3i'(et A6 *E0 an# DE.0 o$ .G 7iel$ name 3ransa'tion 3%pe (eneral Des'ription 8roduct "etermination Pro$ile $or Altern. .. Pro'e#ure Partner Determ. 2.. 6ser action an$ values H)SAMP *&P Automoti-eG Ser-i'e 3i'(et.. "hen 'reating ne1 #ata manuall% *not using the &C-Set.. Pro'e#ure Partner Determ. Sa-e %our entries. Highlight transa'tion 'ategor% $5 1%%%&&2 ervice 8rocess an# #ou+le 'li'( on -ie1 Customi. 5rg. Date Pro$ile . /eleserviceE per$orm the $ollo1ing stepsG !. 6. Highlight +usiness transa'tion / RV an# 'hoose Cop* As> . 0. Choose Continue to 'on$irm the in$ormation message.. 6.Pro'. )SAM &P Ser-i'e 3i'(et *Automoti-e. )n or#er to 'reate another ne1 transa'tion t%pe (S/A as a 'op% o$ / RV . Press Enter.Con$iguration Gui#e 7iel$ name )na'ti-e 8rofiles 3e2t Det. . Enter the $ollo1ing -aluesG 7iel$ name Su+Be't Pro$ile . Highlight the ne1 transa'tion t%pe ? VA an# #ou+le 'li'( on -ie1 Assi-nment of $usiness /ransactions Cate-ories. *E0 an# DE. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. Data Pro$ile *Hea#er. Choose Continue to 'on$irm the in$ormation message. $or +oth languages *E0 an# DE.. Sa-e %our entries. Maintain the $ollo1ing -alues *an# (eep the others un'hange#. Data Pro$. Press Enter. 5. :.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'.

Item Cate-or* (roup SPRO Customer Relationship Mana-ement → /ransactions  $asic ettin-s  "efine Item Cate-or* (roup 2. Result A ne1 item 'ategor% group ?(RA has +een #e$ine#. t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. "ith the help o$ the item 'ategor% group4 %ou re-ie1 the -arious pro#u'ts $rom a +usiness -ie1 $or item 'ategor% #etermination.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'. 3)2)2)%* 6se !efining Item Category )n this a'ti-it%4 %ou #e$ine a ne1 item 'ategor%. $or Automoti-e *A2. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu "efinin. Choose :e= Entries an# enter the $ollo1ing -aluesG "hen 'reating ne1 #ata manuall% *not using the &C-Set.. .SAP Best Practices CRM )C *"e+Client. &roce$ure . o$ . Result 31o ne1 +usiness transa'tions ?A&% an# ? VA ha-e +een 'reate#. :. Hou ha-e assigne# the su+Be't pro$ile #e$ine# earlier to the ne1 ser-i'e ti'(et transa'tion t%pe.. &P Ser-i'egruppe A6 *DE. &roce$ure . $or +oth languages *E0 an# DE..Con$iguration Gui#e F. . A''ess the a'ti-it% using the $ollo1ing na-igation optionsG / SAP AG Page . Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. Item Category !etermination 0o)% 7iel$ )tmCt%Gp Des'ription 9ntry HGRA &P Ser-i'e Group A6 *E0. 3)2)2)2 6se !efining Item Category #roup )n this a'ti-it%4 %ou #e$ine the item 'ategor% group. An item 'ategor% spe'i$ies the properties an# attri+utes o$ a +usiness transa'tion item4 an# there$ore 'ontrols ho1 the item is pro'esse#..

t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. Highlight item 'ategor% RV8 .G 7iel$ name $illin. Result A ne1 item 'ategor% ? RA has +een #e$ine#. *DE. Con$irm all in$ormation messages. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. 6ser action an$ values HSRA &P Ser-i'e )tem Auto *E0.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'. 7iel$ name )tem Categor% (eneral Des'ription 8rofiles PartnerDetPro'. . $or +oth languages *E0 an# DE.*Auto. . 5.. Data Pro$. .Item Cate-or* SPRO Customer Relationship Mana-ement → /ransactions  $asic ettin-s  "efine Item Cate-ories 2. Maintain the $ollo1ing -alues *an# (eep the others un'hange#.G "hen 'reating ne1 #ata manuall% *not using the &C-Set.2 o$ . Maintain the $ollo1ing -alues *an# (eep the others un'hange#.. Press Enter. 0. Highlight the ne1 item 'ategor% ? RA an# #ou+le-'li'( on -ie1 Assi-nment of $usiness /ransaction Cate-ories. &illing 8ricin. Iempt%J E . Highlight $5 1%%%&&9 ales an# #ou+le 'li'( on -ie1 Customi. $or Automoti-e *A2. Rele-an'e )nt.SAP Best Practices CRM )C *"e+Client. to or#er Euantit% A . / SAP AG Page . .5r#er relate# +illing a''."ata6Credit &ill. Sa-e %our entries. F. 5rg.. :..in.. 6. *DE..8ia CRM &illing 6ser action an$ values Iempt%J 000000000002 &P Ser-i'e )tem Automoti-e *E0."ata Pri'ing-rel. A8 tandard ervice Item an# an# 'hoose Cop* As> . &P Ser-i'epos.Item7 !.Con$iguration Gui#e A& CRM Transaction co$e IM# menu "efinin. &P Ser-i'eposition *Automoti-e.

&roce$ure .Item Cate-or* "etermination SPRO Customer Relationship Mana-ement → /ransactions  $asic ettin-s  "efine Item Cate-or* "etermination 2. . An item 'ategor% spe'i$ies the properties an# attri+utes o$ a +usiness transa'tion item4 an# there$ore 'ontrols ho1 the item is pro'esse#. Highlight $5 1%%%&&9 ales an# #ou+le-'li'( on -ie1 Customi.values: 7iel$ name 8ricin.in. Sa-e %our entries.Item Cate-or* SPRO Customer Relationship Mana-ement → /ransactions  $asic ettin-s  "efine Item Cate-ories 2.: o$ . Highlight item 'ategor% SR/P an# #ou+le-'li'( on -ie1 Assi-nment of $usiness /ransaction Cate-ories. Choose :e= Entries an# enter the $ollo1ing -aluesG Item Category !etermination 0o)% 7iel$ name 3ransa'tion 3%p 6ser action an$ values HS8A *&P Ser-i'e 3i'(et A6. . / SAP AG Page .Con$iguration Gui#e 3)2)2)%% 6se Maintaining Item Category )n this a'ti-it%4 %ou #e$ine a ne1 item 'ategor%.Item7 K7 Maintain the follo=in. &roce$ure .SAP Best Practices CRM )C *"e+Client. 3)2)2)%2 6se !efining Item Category !etermination )n this pro'ess4 %ou 'an #e$ine4 per +usiness transa'tion 'ategor% an# item 'ategor% group4 1hi'h item 'ategories the s%stem #e$aults $or pro'essing +usiness transa'tions. 5. Iempt%J 6ser action an$ values Result )tem 'ategor% RV8 has +een a#apte#... A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu Maintainin. $or Automoti-e *A2."ata Pri'ing-rel. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu "efinin. :.

SR8S *SAP St# Ser. itm 'at.Pro#)tm. 6sage Main )tem 'at. itm 'at.2 SR8S *SAP St# Ser. Sa-e %our entries an# an# sele't a 'ustomi<ing reEuest i$ reEuire#.2 SR8M *SAP Spare Part )tem. itm 'at. Group )tem Cat. Choose $ac# (4. 6sage Main )tem 'at..: Alt. Alt. itm 'at. . SR8E *Ser-i'e E2pense )tem. SR8P *SAP Ser-i'e )tem.Con$iguration Gui#e Item Category !etermination 0o)% 7iel$ name )tem Cat. 3A0 *Sales )tem. SR8M *SAP Spare Part )tem. Alt. Item Cate-or* "etermination )tem Categor% Alt.. itm 'at.Pro#)tm. 6sage Main )tem 'at. Item Cate-or* "etermination )tem Categor% Alt. $or Automoti-e *A2. itm 'at..2 Alt. Group )tem Cat.. Item Cate-or* "etermination )tem Categor% Alt.Pro#)tm. 7iel$ name 6ser action an$ values / SAP AG Page . 6ser action an$ values :. Alt. itm 'at.). SR8M *SAP Spare Part )tem. . Repeat the pro'e#ure 'reate another $our item 'ategor% #eterminations 1ith the $ollo1ing -aluesG Item Category !etermination 0o)2 7iel$ name 3ransa'tion 3%pe )tem Cat. 3A0 *Sales )tem.. Item Category !etermination 0o)3 7iel$ name 3ransa'tion 3%pe )tem Cat. 6ser action an$ values HS8A *&P Ser-i'e 3i'(et A6.SAP Best Practices CRM )C *"e+Client. Item Category !etermination 0o). . itm 'at. Group )tem Cat. SR8M *Ser-i'eMaterial. 05RM *Sales )tem. 6ser action an$ values HS8A *&P Ser-i'e 3i'(et A6. o$ . 5. SR8S *SAP St# Ser. 3A0 *Sales )tem.

Group )tem Cat. 5n the (eneral "ata ta+4 maintain the $ollo1ing entriesG / SAP AG Page .. 6sage Main )tem 'at. 6sage Main )tem 'at.Con$iguration Gui#e Item Category !etermination 0o).MI& in or#er to +e sure that %ou are a+le to use the =. . :. Item Cate-or* "etermination )tem Categor% SR8P *SAP Ser-i'e )tem. Group )tem Cat.5 o$ . Item Category !etermination 0o)( 7iel$ name 3ransa'tion 3%pe )tem Cat. &roce$ure . HGRA *&P Ser-i'e Group A6. Choose :e=  chema7 5. Result Hou ha-e #e$ine# all ne'essar% item 'atgor% #eterminations.Cate-ories =ith Cate-or* Modeler CRMC_BSP_A!ALY"E 2. Enter CRMM_ERM_CAT in the Application $iel# an# 'hoose Execute. 6ser action an$ values SR8P *Ser-i'e pro#u't. 3)2)2)%3 6se !efining Categories 'ith Category Mo$eler )n this a'ti-it%4 %ou #e$ine #i$$erent 'ategor% an# su+-'ategor% $or the 'ontent anal%sis in the People-Centri' 6) Categor% Mo#eler.. Sa-e all %our entries. HSRA *&P Ser-i'e )tem Auto. &rere-uisites &e sure that %our installation s%stem user has the role SAP#PCC#'RMS#A.. . 7iel$ name )tem Cat. A''ess the a'ti-it% using the $ollo1ing na-igation optionG A& CRM Transaction co$e "efinin. )n the logon #ialog +o2 enter %our CRM s%stem user an# pass1or# $or the a''or#ing CRM s%stem. . help $or the 'ategor% mo#eler an# the rule mo#eler.SAP Best Practices CRM )C *"e+Client. 6ser action an$ values HS8A *&P Ser-i'e 3i'(et A6. HSRA *&P Ser-i'e )tem Auto. $or Automoti-e *A2. Item Cate-or* "etermination )tem Categor% 6.

.G Application Ser-i'e 3i'(et Rule Mo#eler &arameter Su+Be't Pro$ile Conte2t 8alue &P Automoti-eG Ser-i'e 3i'(et 5r#er Routing . Highlight su+no#e ?A<&4 'hoose Create ubnode an# maintain the $ollo1ing three e2ample entries one a$ter another on the same le-elG 7iel$ name )#enti$ier >a+el Des'ription 8alues % HAAL &ra(es &ra(es 8alues 2 HAAL2 Engine Engine 8alues 3 HAAL: Ele'tri's Ele'tri's 0. Highlight su+no#e ?&4 'hoose Create ubnode an# maintain the $ollo1ing entriesG 7iel$ name )#enti$ier >a+el Des'ription 8alues HAL Che'( Che'( !. Highlight su+no#e ?AA<&A. 5n the Application Areas ta+ page4 'hoose Add Entr* an# maintain the $ollo1ing entries *using the input help.SAP Best Practices CRM )C *"e+Client. 5n the Cate-ories ta+4 'hoose Create ubnode an# maintain the $ollo1ing entriesG 7iel$ name )#enti$ier >a+el Des'ription 8alues H 8ehi'le 8ehi'le F. . . the (eneral "ata ta+ +elo1 maintain the $ollo1ing #ata *using the input help.6 o$ .. $or Automoti-e *A2. Highlight su+no#e ?AA<&4 'hoose Create ubnode an# maintain the $ollo1ing entriesG 7iel$ name )#enti$ier >a+el Des'ription 6ser action an$ values HAAL A =ront =ront .Con$iguration Gui#e 7iel$ name )#enti$ier 0ame Des'ription =rom Date 8ali# =rom 3ime 6ser action an$ values HLA63 &P Ser-i'e 3i'(et Automoti-e &P Ser-i'e 3i'(et Automoti-e Ito#a%J Ino1 Q 0 minutesJ 6..G 7iel$ name Su+Be't Co#e Catalog7Co#e Group7Co#e 6ser action an$ values Che'( $ront +ra(es HA H)SAM &R= / SAP AG Page .

MI& in or#er to +e sure that %ou are a+le to use the =. &roce$ure / SAP AG Page . Result Hou ha-e #e$ine# the #i$$erent 'ategories $or the 'ontent anal%sis +% the 5r#er Routing S%stem. A$ter that the status automati'all% s1it'hes $rom Released to Active. 3he ne1l% 'reate# 'ategories *see 'hapter a+o-e.. 3)2)2)%.. 3his 1ill ena+le the ser-i'e ti'(et to +e more #e$ine# an# route# to the 'orre't responsi+le agent. help $or the 'ategor% mo#eler an# the rule mo#eler. $or Automoti-e *A2. . 6se !efining Rules 'ith Rule Mo$eler )n this a'ti-it%4 %ou 'reate the rules that are use# $or the han#ling an# e-aluation o$ all in'oming ser-i'e ti'(ets in the E-Mail Response Management S%stem *ERMS. ha-e +een #eplo%e# su''ess$ull% 1ith status Active.Con$iguration Gui#e 2. o$ . 5n the (eneral "ata ta+ +elo1 maintain the $ollo1ing #ata *using the input help. 5n the (eneral "ata ta+ on top4 sele't Released $rom the tatus $iel#. Choose ave an# 'lose the +ro1ser 1in#o1.. &rere-uisites &e sure that %our installation s%stem user has the role SAP#PCC#'RMS#A.. Highlight su+no#e ?AA<& again4 'hoose Create ubnode an# maintain the $ollo1ing entriesG 7iel$ name )#enti$ier >a+el Des'ription 6ser action an$ values HAAL & Rear Rear :. 5.. . The category must have the status Active in or$er to be selectable 'hen creating a ne' rule 'ith the rule mo$eler (see chapter belo')) )$ %ou nee# more 'ategor% or 'lassi$i'ation o$ ser-i'e ti'(ets4 %ou 'an a## more 'ategories +% a##ing su+no#es similar to the pro'e#ures a+o-e. 3he ERMS 1ill then4 +ase# on the rules #e$ine#4 route the ser-i'e ti'(et to the appropriate ser-i'e agent. A$ter release o$ the ne1 s'hema the #eplo%ment pro'ess o$ the ne1 'ategories starts automati'all% an# might ta(e some time.SAP Best Practices CRM )C *"e+Client.G 7iel$ name Su+Be't Co#e Catalog7Co#e Group7Co#e 6ser action an$ values Che'( rear +ra(es HA H)SAM &RR . Highlight su+no#e ?AA<&$.

!. 5pen the tree stru'ture o$ s'hema ?<A5/ until %ou see the ne1 'ategor% ?AA<&$. Sele't the Conditions ta+ page +elo1..F o$ . $or Automoti-e *A2. Press ENTER.SAP Best Practices CRM )C *"e+Client. )n the logon #ialog +o2 enter %our CRM s%stem user an# pass1or# $or the a''or#ing CRM s%stem. / SAP AG Page . Choose (o.. )n the Rule Modeler s'reen enter the $ollo1ing hea#er #ataG 7iel$ name 0ame Des'ription Conte2t 5. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e Creatin. Highlight this 'ategor% to sele't this 'on#ition -alue automati'all%.G Attribute )C"CL5r#erG'ategor% :perator Contains 8alue HLA63GHAAL & !escription Rear =or sele'ting the 'orre't 'ategor% in 'olumn Value use the input help. .Con$iguration Gui#e . . )n the appli'ation area 'hoose :e=  8olic*. :.. Press ENTER. . . 6. )n the #ialog +o2 Cate-ories sear'h $or the s'hema ?<A5/ 1hi'h %ou 'reate# +e$ore *pa% attention to the #ate o$ -ali#it% $iel#s. &elo1 the If ro14 sele't the $ollo1ing 'olumn entries *using the input help.. . 5n the "etails ta+ enter the $ollo1ing entriesG 7iel$ name 0ame Des'ription F. :. Highlight su+no#e ?<A5/0M an# 'hoose :e= 'H Create ubnode an# maintain the $ollo1ing rule entr%G 7iel$ name 0ame Des'ription 6ser action an$ values HLA63LCA3 &P Automoti-eG Categor% &ase# Rule 6ser action an$ values HLA635M &P Automoti-e S3A Rules 6ser action an$ values HLA635 &P Automoti-e 6ser action an$ values HLA635 &P Automoti-e 5r#er Routing 2.Rules =ith Rule Modeler CRMC_BSP_A!ALY"E 2. Enter CRMM_ERM_RULES in the Application $iel# an# 'hoose Execute.. 5n the "raft Rules ta+4 'hoose :e=  Create ubnode an# maintain the $ollo1ing entries +elo1 the Rules ro1G Column name 0ame Des'ription 0.

Press ENTER. $or Automoti-e *A2. 2 . 3)2)2)%( 6se Maintaining ervice Manager &rofile Ser-i'e manager pro$iles #etermine 1hi'h ser-i'es an# relate# properties are e2e'ute# or per$orme# an# in 1hat seEuen'e 1hen 'alle# +% the ser-i'e manager. )n the $iel# +esi#es the using the input help.. Result Hou ha-e #e$ine# the rules $or routing the ser-i'e ti'(et to the rele-ant organi<ation in #epen#en'e $rom the sele'tion o$ the 'ategories. Press ENTER an# 'hoose the Actions ta+. )n the E-Mail Response Management S%stem *ERMS.ational Model. !..! o$ . . Choose Add Entr* 6. 5n the 8revie= ta+4 %ou 'an see the ne1 rule li(e the $ollo1ingG )$ )C"CL5r#erG'ategor% Contains Rear 3hen Routing * Group U &P Se'on# >e-el Ser-i'e Help Des( .. 22..ervice Mana-er 8rofile SPRO / SAP AG Page . i'on *+elo1 the Actions68arameters ro1... Choose Release Rules to a'ti-ate the rules that %ou ha-e Bust #e$ine#. &roce$ure . sele't a'tion Routin- .0r-ani. )n the ne1 ro1 (roup in 'olumn Value4 sele't the 'orrespon#ing organi<ational unit using the input help *hereG org. 'onte2t4 the ser-i'e manager is integrate# 1ith +usiness 1or($lo1 =or the ne1 rule it is ne'essar% that the rule poli'% assigne# to the ser-i'e manager pro$ile. $8 econd Cevel ervice !elp "es#  see 'hapter Maintainin. 5. Choose ave *at the top o$ the s'reen. unit $8<!"</W0 . . unit )DJ &P Se'on# >e-el Ser-i'e Help Des( 20. F. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e "efinin. 3he entries on the Action ta+ 1ill +e li(e the $ollo1ingG 0ame A'tions 7 Parameters 8alue !escription Iorg.Con$iguration Gui#e .SAP Best Practices CRM )C *"e+Client.

&roce$ure .. Enter the $ollo1ing e2ample #ataG 7iel$ name 3e2t Des'ription "esi-n I%our e-mail $orm te2tJ *see e2ample +elo1. :. .. Sa-e %our ne1 e-mail $orm. 6ser action an$ values HLA63 &P E-Mail =orm 3e2t Automoti-e / SAP AG Page 50 o$ .. Highlight ser-i'e manager pro$ile A8<0R"ERR05/I:( an# #ou+le-'li'( on -ie1 "irectl* Called ervices. .Con$iguration Gui#e IM# menu Customer Relationship Mana-ement → E'Mail Response Mana-ement *stem  ervice Mana-er  "efine ervice Mana-er 8rofiles 2.. Rule Execution an# #ou+le-'li'( on -ie1 8roperties. 3)2)2)%4 6se !efining 9"Mail 7orm )n this a'ti-it% %ou 'reate an e-mail $orm in or#er to use it as a template 1hen sen#ing e-mails to 'ustomers.SAP Best Practices CRM )C *"e+Client.. . Highlight ser-i'e RE<R5CE<EAEC .E'Mail 4orm CRMD_EMAIL Interaction Center  Email Response Mana-ement *stem  Administration  Maintain Mail 4orm 2. )n the na-igation area on ta+ 4orm #o a right mouse-'li'( on the entr% Windo= an# 'hoose Create L /ext $rom the #rop#o1n menu. . A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu "efinin. Enter %our ne1l% 'reate# rule poli'%G &roperty I! P5>)CH &roperty 8alue HLA635 Result 3he ne1 rule poli'% has +een assigne# to the ser-i'e manager pro$ile. $or Automoti-e *A2. Choose Create an# enter the $ollo1ing -alues an# 'hoose ContinueG 7iel$ name Mail =orm Customer S'enario 6ser action an$ values HLA0S"ERLA635M53)8E ERMS MAI: Main :. .

"e+Client pro$ile $or Automoti-e..SAP Best Practices CRM )C *"e+Client. 3)2)3)% 6se !efining Account I$entification &rofile / SAP AG Page 5 o$ . )ntegrationG An )C pro$ile 'an +e assigne# to an organi<ational unit or position in an organi<ational stru'ture. 'an +e a##e# +% #rag-an#-#rop $un'tionalit% $oun# on the +ottom le$t o$ the s'reen in the #i$$erent 0b@ect6Attributes $ol#ers *here4 $or e2ample4 $ol#er $usiness 8artner. 3he )C pro$ile is a 'olle'tion o$ all these in#i-i#ual pro$iles. . )n this 'ase4 he has to sele't one o$ these to start the )ntera'tion Center. 3)2)3 6se IC WebClient &rofile for Automotive 3he purpose o$ this a'ti-it% is to 'ustomi<e an )ntera'tion Center *)C. "e ha-e sol-e# %our pro+lem an# 'an gi-e %ou an ans1er regar#ing the $ollo1ing issueG &est regar#s Hour Customer Ser-i'e Help Des( Automoti-e. )t is possi+le to assign more than one )C pro$ile to one user or agent.. =iel#s su'h as 'ustomerMs $irst an# last name4 a##ress et'.. )t #etermines the la%out o$ the agent #es(top appli'ation4 in'lu#ing 1hi'h 'omponents4 $un'tions4 an# transa'tions are a-aila+le. >ogi'al inheritan'e 'arries the )C pro$ile to the lo1er-le-el no#es in the stru'ture4 unless the% 'ontain their o1n )C pro$ile Grouping agents4 $or e2ample +% s(ills4 role4 or 1or( area4 an# spe'i$%ing a )C pro$iles a''or#ingl% sa-es time on #ata maintenan'e +% a-oi#ing to assign an )C pro$ile to ea'h user. 1ith the assistan'e o$ the te2t $ormatting tools a+o-e. . Result Hou ha-e #e$ine# an e-mail template that is use# 1hen the responsi+le agent sen#s an e-mail repl% to a 'ustomer. $or Automoti-e *A2. Ea'h 'omponent or $un'tion has its o1n pro$ile4 $or e2ample4 e-mail or s'ripting. An agent 'an +e assigne# to multiple pro$iles. =or in$ormation on ho1 the SAP &est Pra'ti'es )C pro$iles 1ere #e$ine#4 re$er to the items in the su+stru'ture. Dear .Con$iguration Gui#e Hou 'an #esign %our e-mail template in the e-mail #esign 1in#o1 *ta+ "esi-n.

. 6. 0um+er o$ Hits Account earch A''ount Role Conta't Person Role *&2&. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. Hou 'an also set #e$ault -alues that the s%stem uses 1hen agents 'reate ne1 a''ounts or 'onta't persons.. &P &2C-S<enario *DE. t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. Press Enter. 5..SAP Best Practices CRM )C *"e+Client. Maintain the $ollo1ing -alues *an# (eep the others un'hange#. &roce$ure .. =in# Conta't Persons Automati'all% Account Creation Grouping De$ault Role I$ase )&ase Sear'h Partner .. &6P00 *Conta't Person.. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu "efinin. :. . Result / SAP AG Page 52 o$ . $or +oth languages *E0 an# DE. . 5n the pecif* ob@ect to be copied s'reen4 'hoose Cop* all.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'..Account Identification 8rofile SPRO Customer Relationship Mana-ement  Interaction Center WebClient  Master "ata  Accounts  "efine Account Identification 8rofiles 2. 0 6ser action an$ values H&PL&2C &P &2C S'enario *E0. $or Automoti-e *A2. Hou 'an #e$ine parameters $or a''ount sear'hes using either a +usiness-to-+usiness s'enario or a +usiness-to-'onsumer s'enario. Iempt%J H5 *CRM Customer. Iempt%J CRM000 *Sol#-3o Part%. 3o 'reate a ne1 a''ount i#enti$i'ation pro$ile4 mar( $1C an# 'hoose Cop* As> 7 "hen 'reating ne1 #ata manuall% *not using the &C-Set.G 7iel$ name A''t )D Pro$ile Des'ription Account Identification 8rofile Ma2. Con$irm the $ollo1ing in$ormation messages.Con$iguration Gui#e 3he purpose o$ this a'ti-it% is to #e$ine a pro$ile $or i#enti$%ing a''ounts in the )ntera'tion Center "e+Client.

. HA 0 . &rere-uisites 3he reEuire# transa'tion t%pes ?A&% an# ? VA ha-e +een 'reate#.. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#.3%pe :. t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. Highlight the ne1 +usiness transa'tion pro$ile ?I A< / an# #ou+le 'li'( on -ie1 "ependent $usiness /ransactions.. &roce$ure . 5.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'. Hou 'an use a +usiness transa'tion pro$ile to #e$ine 1hi'h transa'tion t%pes 'an +e use# to 'reate +usiness transa'tions. Choose Enter. ... Choose :e= Entries7 6. / SAP AG Page 5: o$ . Enter in the $ollo1ing #ataG Trans)Type HS8A ervice !escription &P Ser-i'e 3i'(et A6 6ser action an$ values H)SALS3 &P Automoti-e Pro$. *E0.$usiness /ransaction 8rofile SPRO Customer Relationship Mana-ement  Interaction Center WebClient  $usiness /ransactions  "efine $usiness /ransaction 8rofiles 2. . 3)2)3)2 6se !efining . Column name &usiness 3ransa'tion Pro$ile Des'ription 3rans. &P Automoti-epro$il *DE..SAP Best Practices CRM )C *"e+Client. Choose :e= Entries an# maintain the $ollo1ing -aluesG "hen 'reating ne1 #ata manuall% *not using the &C-Set. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu "efinin.usiness Transaction &rofile Hou use this 'ustomi<ing a'ti-it% to #e$ine pro$iles $or the +usiness transa'tions use# in the )ntera'tion Center "e+Client. . $or +oth languages *E0 an# DE.Con$iguration Gui#e A ne1 a''ount i#enti$i'ation pro$ile has +een 'reate#. Result A ne1 +usiness transa'tion pro$ile has +een 'reate#. $or Automoti-e *A2.

:avi-ation $ar 8rofile SPRO / SAP AG Page 5. &rere-uisites 3he reEuire# transa'tion t%pes ha-e +een 'reate# *see also 'orrespon#ing se'tions in the Con$iguration Gui#es o$ the +uil#ing +lo'(s CRM $asic ales *C2:. .SAP Best Practices CRM )C *"e+Client. 3)2)3). an# CRM ervice *C26. Choose :e= Entries. Ho1e-er4 agents 'an also a''ess $un'tions through other $un'tions. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#.. Highlighting in the na-igation +ar happens automati'all% 1hen agents sele't a $un'tion $rom the na-igation +ar or the in#e2.8artner 4unctions to $usiness /ransactions SPRO Customer Relationship Mana-ement  Interaction Center WebClient  $usiness /ransactions  Assi-n 8artner 4unctions to $usiness /ransactions 2.. :... o$ . &roce$ure . 6se !efining 0avigation .. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e "efinin.ar &rofile 3he purpose o$ this a'ti-it% is to #e$ine 1hi'h )ntera'tion Center "e+Client $un'tions are in'lu#e# in the agentVs stan#ar# an# personali<e# areas o$ the na-igation +ar4 1hi'h $un'tions are $oun# in the in#e24 ho1 the% are groupe#4 an# ho1 the 'orrespon#ing #es'ription $or ea'h $un'tion loo(s li(e.usiness Transactions 3he purpose or this a'ti-it% is to #e$ine in 1hi'h partner $un'tions the i#enti$ie# 'ustomer4 or i$ ne'essar% the 'onta't person an# the )ntera'tion Center Agent shoul# +e use# in the +usiness transa'tion. .Con$iguration Gui#e 3)2)3)3 6se Assigning &artner 7unctions to . Emplo%ee Responsi+le )CAGE03 )ntera'tion Center Agent . A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu Assi-nin. Enter the $ollo1ing settingsG Trans)Type HA 0 HS8A Customer &artner 7unction 0000000! A'ti-it% Partner 0000000 Sol#-to Part% Contact &artner 7unction 000000 5 Conta't Person 000000 5 Conta't Person Agent &artner 7unction 000000 . $or Automoti-e *A2. &roce$ure .

. Maintain the $ollo1ing -aluesG "hen 'reating ne1 #ata manuall% *not using the &C-Set. 3)2)3)( 6se !efining 9lement Categories for earches Here %ou #e$ine the 'ategories that spe'i$% 1hi'h t%pes o$ +usiness o+Be'ts 'an +e sele'te# 1ith the Agent )n+o2 sear'h $a'ilit%. $or +oth languages *E0 an# DE. 3o 'reate a ne1 na-igation +ar pro$ile highlight the stan#ar# pro$ile A5/0 an# 'hoose Cop* As> . . )DE03)=HLC6S35MER Result A ne1 na-igation +ar pro$ile ?A5/0 has +een 'reate# in or#er to assign it to the )C "e+Client pro$ile. 6. 5n the pecif* ob@ect to be copied s'reen4 'hoose cop* all an# 'on$irm the $ollo1ing in$ormation message. $or Automoti-e *A2.Element Cate-ories for earches SPRO Customer Relationship Mana-ement  Interaction Center WebClient  A-ent Inbox  Inbox earch "efinitions  "efine Element Cate-ories for earches 2. Choose :e= Entries. "hen 'reating ne1 #ata manuall% *not using the &C-Set.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts / SAP AG Page 55 o$ .SAP Best Practices CRM )C *"e+Client. 5.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. :.. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu "efinin. Choose Enter. 6ser action an$ values HA635 &P Automoti-e 0a-igation &ar *E0. Column name 0a-igation 3ransa'tion Pro$ile Des'ription De$ault >ogon Entr% .. &roce$ure ...Con$iguration Gui#e IM# menu Customer Relationship Mana-ement  Interaction Center WebClient  $asic 4unctions  "efine :avi-ation $ar 8rofiles 2. t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. . &P Automoti-e-0a-igationsleiste *DE. $or +oth languages *E0 an# DE.

000000!! 000000 5 0000000 :..Con$iguration Gui#e et'. / SAP AG Page 56 o$ . . .usiness Transactions to Responsible Agents )n this a'ti-it%4 %ou 'an assign partner $un'tions $or #ispla%ing sear'h results an# %ou 'an #e$ine partner $un'tions $or the in+o2 sear'h using sear'h attri+ute Assi-ned /o. . . &P Ser-i'e 3i'(et Automoti-e *E0QDE.. &roce$ure . 3)2)3)4 6se Mapping . t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu Mappin. $or Automoti-e *A2....SAP Best Practices CRM )C *"e+Client. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. :. *E0QDE. Maintain the $ollo1ing entriesG Item Type 50E5RDER )n+o2 5ne 5r#er )tem 50E5RDER )n+o2 5ne 5r#er )tem Main Category HA 0 HS8A !escription &P )ntera'tion Re'or# Autom. Result 31o ne1 item 'ategories $or sear'hes HA 0 an# HS8A ha-e +een 'reate#. Result Hou ha-e mappe# the &usiness 3ransa'tions to the Responsi+le Ser-i'e Agent. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. Choose :e= Entries an# maintain the $ollo1ing entriesG Column name )n+o2 )tem 3%pe Pro'e#ure Responsi+le Emplo%ee Responsi+le Group Conta't Person Sol#-3o Part% 6ser action an$ values 50E5RDER )n+o2 5ne 5r#er )tem H0000A66 000000 . I! WDHW * W!2W * .$usiness /ransactions to Responsible A-ents SPRO CRM  Interaction Center WebClient  A-ent Inbox  Map Item Attributes to Inbox Attributes  Map $usiness /ransactions to Responsible Emplo*ees and (roups 2.

Ma>imum @its 00 Result Hou ha-e #e$ine# %our Agent )n+o2 Pro$iles. Highlight %our ne1 in+o2 pro$ile ?I A< / an# #ou+le-'li'( on -ie1 Assi-n Main Cate-ories. 5..SAP Best Practices CRM )C *"e+Client. Con$irm the in$ormation message. F. 0. Maintain the $ollo1ing -aluesG "hen 'reating ne1 #ata manuall% *not using the &C-Set.. Sa-e %our entries. / SAP AG Page 5. !. !escription E-Mail &P Ser-i'e 3i'(et Automoti-e 2 ort !escription &P Ser-i'e Automoti-e *E0 an# DE. $or Automoti-e *A2. Sa-e %our ne1 agent in+o2 pro$ile an# sele't a 'ustomi<ing reEuest i$ reEuire# 7 .. Choose :e= Entries an# maintain the $ollo1ing -aluesG Main Category )03 HS8A . Choose Enter. o$ . .. :. 3o 'reate a ne1 agent in+o2 pro$ile mar( "efault ' & an# 'hoose Cop* As> . 5n the pecif* ob@ect to be copied s'reen4 'hoose cop* all an# 'on$irm the $ollo1ing in$ormation message. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu "efinin. t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. $or +oth languages *E0 an# DE. &rere-uisites Hou ha-e #e$ine# %our )tem Categories $or Sear'hes.. Inbo> &rofile H)SALS3 .Con$iguration Gui#e 3)2)3)7 6se !efining Agent Inbo> &rofile )n this )MG a'ti-it% %ou #e$ine the in+o2 pro$ile that #etermines 1hi'h entries are #ispla%e# in the #rop#o1n list +o2es o$ the )n+o2 Sear'h. . 6. 3o #elete all entries 'hoose elect All4 then "elete. 0o1 %ou are rea#% to #e$ine %our )C "e+Client Pro$iles..A-ent Inbox 8rofile SPRO Customer Relationship Mana-ement  Interaction Center WebClient  A-ent Inbox  "efine Inbox 8rofile 2.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'. &roce$ure .

5nl% one outgoing e-mail a##ress group 'an +e assigne# to ea'h e-mail pro$ile.SAP Best Practices CRM )C *"e+Client. $or Automoti-e *A2.. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu "efinin. :.g.E'Mail Address (roups 2.. 3o 'reate a ne1 outgoing e-mail a##ress group4 'hoose :e= Entries. &roce$ure . &roce$ure . 3)2)3)2 6se !efining 9"Mail &rofile )n this )MG a'ti-it%4 %ou 'on$igure options $or e-mail pro'essing in the )ntera'tion Center *)C.0ut-oin. 3o 'reate a ne1 email pro$ile mar( "efault an# 'hoose Cop* As> . . 5utgoing e-mail a##ress groups 'an +e assigne# to e-mail pro$iles. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction Co$e IM# &ath "efinin. ..E'Mail 8rofile SPRO Customer Relationship Mana-ement  Interaction Center WebClient  $asic 4unctions  Communications Channels  "efine Email 8rofiles 2. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. 3hese e-mail a##resses appear in the 4rom #rop#o1n +o2 in the E'Mail !eader se'tion on the E'Mail s'reen. . &rere-uisites 3he outgoing a##ress group ?< RV<A5/ has +een 'reate# as #es'ri+e# a+o-e. "e+Client.C5M. / SAP AG Page 5F o$ . Maintain the $ollo1ing e2ample -aluesG 7iel$ name A##ress Group A##ress70um+er 6ser action an$ values HLSR8LA63 I%our e2isting outgoing ser-i'e e-mail a##ressJ *e.Con$iguration Gui#e 3)2)3)5 6se !efining :utgoing 9"Mail A$$ress )n this )MG a'ti-it%4 %ou logi'all% group e-mail a##resses that agents 'an 'hoose as their outgoing e-mail a##ress 1hen respon#ing to e-mails.E'Mail Address SPRO Customer Relationship Mana-ement  Interaction Center WebClient  $asic 4unctions  Communications Channels  "efine 0ut-oin.4 SER8)CEWA635M53)8E.

. .SAP Best Practices CRM )C *"e+Client. $or Automoti-e *A2. $or +oth languages *E0 an# DE.4 %ou nee# to maintain translation-sensiti-e #ata *#es'riptions4 titles4 te2ts et'. Choose Enter.. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. CRM Interaction Center (WebClient). &rere-uisites All ne'essar% pro$iles ha-e +een #e$ine#.IC WebClient 8rofile SPRO Customer Relationship Mana-ement  Interaction Center WebClient  "efine IC WebClient 8rofiles 2. $or the SAP &est Pra'ti'es )C "e+Client s'enarios 1ith Communi'ation Management So$t1are pro$ile A8CC *$or #etails see the Con$iguration Gui#e $or +uil#ing +lo'( C)3 . Highlight the ne1 )C "e+Client pro$ile ?A5/0M0/IVE an# #ou+le-'li'( on -ie1 Assi-n 4unction 8rofiles. *DE.. A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e IM# menu "efinin. 6ser action an$ values HLA635 &P E-Mail Pro$ile Automoti-e *E0. HLSR8LA63 Result 3he ne1 email pro$ile ?<A5/0 is #e$ine#. Maintain the $ollo1ing -alues *an# (eep the others un'hange#.G "hen 'reating ne1 #ata manuall% *not using the &C-Set. :. &roce$ure .. Group .Con$iguration Gui#e :. 7iel$ name Pro$ile )D Des'ription 5utgoing A##r. 5... 3he "e+Client pro$ile is #esigne# to summari<e the single pro$iles nee#e# $or the #i$$erent s'enarios. . 3he SAP Conta't Center Simulator has +een 'on$igure# as 'ommuni'ation management s%stem *CMS. t1i'e4 a$ter ha-ing logge# on the s%stem 1ith the appropriate language *E0 an#7or DE. Maintain the $ollo1ing -alues one a$ter anotherG 7unction &rofile I! AC>)P&5ARD AGE03L)0&59 !escription A'ti-it% Clip+oar# Agent )n+o2 7unction &rofile A635 H)SALS3 / SAP AG Page 5! o$ . &P E-Mail-Pro$il *Automoti-e. 3)2)3)%* 6se !efining IC WebClient &rofile 3he purpose o$ this a'ti-it% is to assign the single pro$iles #e$ine# $or ea'h $un'tion to the "e+Client pro$ile.

Management So$t1are Content management E-Mail =inan'ial A''ounting &usiness partner te2t D=>3 D=>3 DE=A6>3 HA635 DE=A6>3 A635 DE=A6>3 SAPCCS A635 HLA635 7unction &rofile DE=A6>3 H&PL&2C H)SALS3 . Enter the $ollo1ing -aluesG / SAP AG Page 60 o$ . )n the $iel# Cate-or* I"4 sele't 0=n Manuall* Created Vehicles (=ith 8roduct Reference) an# 'hoose Continue. Result A ne1 )C "e+Client pro$ile ?A5/0M0/IVE has +een #e$ine#. . . 3)2)3)%% 6se Creating 0e' 8ehicle 3he purpose o$ this a'ti-it% is to 'reate a ne1 -ehi'le in the )C *"e+Client. )n the na-igation +ar4 'hoose Maintain Vehicle.4 1hi'h is use# in this s'enario as e2ample #ata.. &roce$ure .SAP Best Practices CRM )C *"e+Client. $or Automoti-e *A2..:e= Vehicle CRM_IC 2.. . A''ess the a'ti-it% using the $ollo1ing na-igation optionsG A& CRM Transaction co$e Creatin. Sa-e %our entries an# sele't a 'ustomi<ing reEuest i$ reEuire#. :..Con$iguration Gui#e 7unction &rofile I! A>ER3 &P)DE03 &6S3RA0S CA>>L>)S3 CAMPA)G0 CA3EG5R)TA3)50 C503AC3CE03ER C503E03LMGM3 EMA)> =)CA )C&P>393S )CP>APPS D05">EDGESEARCH 0A8&AR PR5DLPR5P R603)ME SCR)P3 "&AR Dno1le#ge Sear'h 0a-igation &ar Pro#u't proposal Runtime =rame1or( S'ripting 3ool+ar DE=A6>3LCA>>L>)S3 !escription Alert Mo#eler A''ount &usiness transa'tion Call list Campaign Categori<ation Comm.

SAP Best Practices CRM )C *"e+Client.g. 9ntry HLRE=LRACER I%our 8)0J *e..J *e. . Choose ave. . $or Automoti-e *A2. / SAP AG Page 6 o$ .. Result Hou ha-e 'reate# a ne1 -ehi'le $or the 'ustomer to +e use# in this s'enario as e2ample. 5. )n the Relationships 1or(spa'e in the Current area4 'hoose Add an# enter the $ollo1ing -alues one a$ter anotherG Account I! I)D o$ 'ustomerJ 6.. I%our li'ense plate no.4 A6TTTRACER0: 2:. Account Mi'hael Mile Relationship Type 51ner *Automoti-e. A -ehi'le 1ith the i#enti'al 8)0 'an onl% +e 'reate# on'e.4 DA-=6 200 .g.Con$iguration Gui#e 7iel$ Pro#u't 8)0 >i'ense Plate 0o.

3o +e a+le to re'ei-e mails in the SAP s%stem4 he has to set %our mail ser-er in a 1a% that 'ertain mail a##resses are $or1ar#e# to one or se-eral SAP s%stems or 'lients.'om. =or this purpose4 the $a2es an# messages are pa'(e# into e-mails.. 'an also +e e2'hange# -ia SM3P.8ax.4%. Please as( %our s%stem a#ministrator $or #etails.. Hou 1ill use this #omain in the $ollo1ing steps. #omain4 $or e2ampleG WIs%si#J. $or Automoti-e *A2.p/309:e/123m. .)2 6se Auic/ #ui$e to MT& Configuration 6se this Eui'( gui#e o-er-ie1 as help$ul a##itional in$ormation 1hen #ealing 1ith SAP 0ote .* $or 'on$iguration an e-mail re'eipt $or the SAP appli'ation ser-er *see also the $ollo1ing se'tion 4ollo=in..*. &urpose As o$ SAP "e+ Appli'ation Ser-er 6.7 #es'ri+es 1here the #o'umentation 'an +e $oun# $or the Mi'roso$t E2'hange 2000 Ser-er an# 1hat to #o i$ %our mail ser-er #oes not allo1 routing to other ports than port 25 *see also chapter ( of note . Hou ha-e to #e$ine this setting a''or#ing to %our net1or( poli'ies. 04 the SAP s%stemVs (ernel supports SM3P *Simple Mail 3rans$er Proto'ol. =or re'ei-ing4 the $a27te2t message / SAP AG Page 62 o$ . &roce$ure De$ine a mail *SM3P. =or sen#ing4 the mail ser-er re$ers to the #omain o$ their re'ipientsV a##resses an# $or1ar#s the e-mails either to an internal $a27te2t message ser-er *$or e2ample SMS#$%&1'(&)*+'1'.-m-. #ire'tl%4 meaning that e-mails 'an +e e2'hange# +et1een the SAP s%stem an# an% SM3P-'ompliant mail ser-er 1ithout the nee# $or an% a##itional e2ternal 'omponents.204 $a2es an# te2t messages *pager7SMS. .4 or to an e2ternal pro-i#er *$or e2ample 6A7#$1)10(&(%&00. A& .((%.est &ractices al'ays starts from the assumption that the system lan$scape has alrea$y been set up successfully containing all necessary components using the correspon$ing A& technical installation gui$es) 3)2). As o$ SAP "e+ Appli'ation Ser-er 6.((%.. 3)2). 0ote (.the teps of :ote K99&K%. )n the out+oun# #ire'tion4 the SAP s%stem passes the mails to a single mail ser-er4 1hereas in the in+oun# #ire'tion mails 'an +e re'ei-e# $rom an% num+er o$ mail ser-ers.Con$iguration Gui#e 3)2). =or the e2a't setting pro'e#ure please re$er to the mail ser-er #o'umentation..SAP Best Practices CRM )C *"e+Client. He also ma(es the ne'essar% settings on the mail ser-er.I'ompan%J.)% 6se !efinition of !omain A properl% maintaine# SM3P #omain is reEuire# to esta+lish the reEuire# e-mail 'onne'tions.-e/0e/123mpa45123m. 9"Mail etup " Technical Implementation 3he se'tion /echnical Implementation an# its su+se'tions ha-e +een 1ritten onl% to gi-e some a##itional assistan'e to a +asis 'onsultant 1hen per$orming the te'hni'al setup o$ the e-mailing en-ironment.

Choose 4ind to sear'h $or the parametersG 92m<pl=>94_<.> # PROT#SMTP?PORT#<p3/t> • • 9-<SMTP<09/t_A3-t_<. Choose the pro$ile using the input help *e. 3his opens a 3CP7)P port $or the re'eption o$ mails +% the SM3P plug-in. &rere-uisites 3he mail ser-ers in-ol-e# must +e SM3P-'ompliant.B.> stan#s $or the seEuen'e num+er *starting 1ith <ero. Hou 'an spe'i$% .p/3:123mpa45123m. 3his port must not +e o''upie# +% an% other program on this host. that is to +e 1aite# $or a response $rom the mail ser-er. o$ parameters that o''ur se-eral times. )$ no mails *in'lu#ing status noti$i'ations. 92m<-e/0e/_p3/t_<.. 3his #e$ines a -irtual mail host $or the re'eption o$ mails. 3he program is lo'ate# in the e2e'ution #ire'tor% o$ the SAP "e+ Appli'ation Ser-er instan'e4 has the name -mtppl=>94 an# the e2tension t%pi'al $or %our operating s%stem *1-34 1:ll4 an# so on.. &roce$ure Chec/ing the &rofile &arameters (Transaction RB%*) Hou must a#apt the SAP "e+ Appli'ation Ser-erMs pro$ile i$ the SM3P $un'tionalit% is to +e use#. )$ all in+oun# mails *in'lu#ing status noti$i'ations. 3he pla'ehol#er <. )t is a #%nami' li+rar% that implements the SM3P proto'ol. ... Hou 'an use TIMEOUT to #e$ine an optional ma2imum time *in se'on#s. )n or#er to 'he'( the pro$ile -alue 'hoose menu (oto  8rofile values  0f a server. are to +e re'ei-e# in this SAP s%stem4 %ou 'an set <p3/t> to 0. )$ se-eral 'lients are to re'ei-e4 a -irtual mail host must +e 'reate# $or e-er% 'lient.2/m. 3he SAP'onne't sen# Bo+ 'an onl% +e s'he#ule# $or ser-ers on 1hi'h SM3P is a'ti-e4 so i#eall% %ou shoul# a'ti-ate SM3P on all o$ the SAP s%stemMs appli'ation ser-ers..g. <p3/t> spe'i$ies the num+er o$ a port to 1hi'h in+oun# mails are a##resse#.> # PROT#SMTP?PL@#<p/3>> • 3his loa#s the SM3P plug-in.SAP Best Practices CRM )C *"e+Client. Is%stem )DJLD8E&MGS6FLIhostser-erJ. A$ter #ou+le-'li'(ing on the ser-er name %ou see the list o$ parameter names. <A3-t> spe'i$ies the name o$ the host to 1hi'h in+oun# mails are a##resse#. . <p/3>> spe'i$ies the $ile name o$ the SM3P plug-in. <p3/t> spe'i$ies the num+er o$ the port that is to +e use#. Hou must set the pro$ile parameters +elo1.Con$iguration Gui#e ser-er or pro-i#er sen#s e-mails to a##resses 1ith the SAP s%stemVs #omain *$or e2ample 6A7#$%&)**''(1)*%. here i$ the mails are to +e #istri+ute# in#epen#entl% o$ the host a##resse#. $or Automoti-e *A2..> # <A3-t>B<p3/t>?<p3/t>?111C • 6n#er 60)94 the pro$ile parameters 'oul# +eG /:9-p<-ta/t_92ma4 # t/=e 92m<pl=>94_0 # PROT#HTTP?PL@#1<Attppl=>941-3 92m<pl=>94_1 # PROT#HTTPS?PL@#1<Attppl=>941-3 / SAP AG Page 6: o$ . )$ %ou 1ant to use te2t messaging in the SAP s%stem4 names $or the messaging ser-i'es to +e use#4 su'h as SMS4 must +e #e$ine# using transa'tion A%. are to +e re'ei-e# an# pro'esse# in a single 'lient o$ the SAP s%stem4 this parameter is not reEuire# an# 9-<SMTP<09/t_A3-t_0 # .C is ta(en as the #e$ault.

o$ . )n transa'tion IC74 there shoul# +e one SM3P ser-er *'alle# A8connect.F YGYK 6ser A$ministration (Transaction 6*%) ystem user Hou must 'reate a s%stem user to pro'ess the in+oun# mails in e-er% SAP s%stem 'lient in 1hi'h mails *or status noti$i'ations.. Hou use transa'tion 6*% to 'reate user MAILADM o$ the t%pe S5-tem an# assign the pro$ile S_A1SCO! to it. )$ %ou onl% ha-e one 'lient an# there$ore #i# not enter a parameter o$ this (in#4 %ou enter 0. . 6ser a$$resses E-er% single user 1ho is to re'ei-e e-mails in an SAP s%stem nee#s an )nternet mail a##ress. are to +e re'ei-e#.#ll PR53USM3P4P>GUDGXusrXsapXIs%stem )DJXSHSXe2eXrunXsmtpplugin.#ll PR53USM3P4 P>G U DGXusrXsapXIs%stem )DJXSHSXe2eXrunXsmtpplugin. ervice $ata / SAP AG Page 6. 3his is also use# as the sen#er a##ress. . Hou nee# to enter the )nternet mail a##ress o$ a user in transa'tion 6*% on the Address ta+ page un#er E'Mail.. supplie# in e-er% SAP s%stem.B*(001C Another 'on'rete e2ampleG &arameter 0ame i'm7pluginL0 i'm7pluginL i'm7pluginL2 i'm7ser-erLportL0 i'm7ser-erLportL i'm7ser-erLportL2 is7SM3P7-irtLhostL0 Active 8alue PR53UH33P4P>GUDGXusrXsapXIs%stem )DJXSHSXe2eXrunXhttpplugin.> $rom the pro$ile.. are to +e re'ei-e# an# pro'esse# must ha-e an SM3P ser-er. Client Assignment (Transaction IC7) Ea'h SAP s%stem 'lient in 1hi'h in+oun# mails *or status noti$i'ations.Con$iguration Gui#e 92m<pl=>94_* # PROT#SMTP?PL@#1<-mtppl=>941-3 92m<-e/0e/_p3/t_0 # PROT#HTTP?PORT#10+0 92m<-e/0e/_p3/t_1 # PROT#HTTPS?PORT#1%%3 92m<-e/0e/_p3/t_* # PROT#SMTP?PORT#*(000?TIMEOUT#1+0 92m<-e/0e/_p3/t_3 # PROT#SMTP?PORT#*(001?TIMEOUT#1+0 9-<SMTP<09/t_A3-t_0 # .#ll PR53UH33P4P5R3U 0F5 PR53USM3P4P5R3U2506F PR53UH33PS4P5R3U .SAP Best Practices CRM )C *"e+Client.B*(000C 9-<SMTP<09/t_A3-t_1 # . Hou ma(e the $ollo1ing settings on the SM3P ser-ersG @ost $ata Hou enter the seEuen'e num+er o$ a parameter 9-<SMTP<09/t_A3-t_<. $or Automoti-e *A2. Hou use this one $or the $irst 'lient then 'reate an a##itional SM3P ser-er $or ea'h a##itional 'lient.

3his is use# $or the $ollo1ing purposesG a. 3o 'on$igure the no#e $or sen#ing )nternet mail4 %ouG #. 3he message )D o$ out+oun# e-mails is 'ompile# 1ith this #omain. 3his no#e is 'reate# +% the SAP s%stem an# 'annot +e #elete#. $or Automoti-e *A2. B. 3he $ollo1ing settings are re'ommen#e# hereG SAPs'ript7Smart =orms A&AP >ist &usiness 5+Be't7>in( RA" 3e2t (. A&connect A$ministration (Transaction C:T) Hou must ma(e the SAP'onne't settings in ea'h 'lient that is to +e use# to sen# 'ommuni'ations. h. Sele't 'he'(+o2 :ode in use. 3o 'on$igure the no#e $or sen#ing )nternet mail4 %ouG / SAP AG Page 65 o$ . a$ter +eing 'reate# or 'hange#. +. Ensure %ou are in the :ode -ie1. @an$ler list Hou enter CL_SMTP_E7T_SAPCO!!ECT as item .. Con$irm. Dou+le-'li'( on the no#e name. As o$ SAP "e+ AS 6. Enter output $ormats $or SAP #o'uments. $. . Spe'i$% the mail ser-er to 1hi'h out+oun# mails are to +e passe# in Mail !ost an# Mail 8ort. Spe'i$% the a##ress areas o$ re'ipient a##resses that are to +e rea'he# -ia this no#e. 3his is usuall% . )$ an SAP user 1ho has no )nternet mail a##ress maintaine# sen#s an e-mail4 a sen#er a##ress 'ompose# o$ the SAP user name an# this #omain is generate#.SAP Best Practices CRM )C *"e+Client. '. e.. !efault $omain 6n#er ettin-s → "efault "omain4 %ou #e$ine the #omain o$ this SAP s%stem 'lient *$or e2ample4 <2l9e4t>1<-5-tem ID>1R31SAP. 0o$e 3here is al1a%s one SM3P no#e in ea'h 'lient. i$ all e-mails are to +e sent using SM3P. i.A@1DE). g.Con$iguration Gui#e Hou enter the 'lient to 1hi'h the mails re'ei-e# -ia this -irtual mail host are to +e $or1ar#e#4 as 1ell as the logon #ata o$ the s%stem user 'reate# $or in+oun# mails.204 ea'h SM3P ser-er has to +e a'ti-ate# * ervice6Virt7 !ost → Activate. PD6 HTM HTM T7T 3here is al1a%s one SM3P no#e in ea'h 'lient. 3his no#e is 'reate# +% the SAP s%stem an# 'annot +e #elete#. . 3he SM3P plug-in logs on to the mail ser-er using the #omain as )D. Choose et a#Ba'ent to Internet.

%. 3he a##ress then has the $ormat 6A7#$Re29p9e4t!=mDe/... Con$irm. De$ine 0o#e as R4C :ode an# 'hoose Continue7 E. Choose et a#Ba'ent to 8a-er ( M ). i$ all $a2es are to +e sent using SM3P. Con$irm. o. m. / SAP AG Page 66 o$ . 3he $ollo1ing settings are re'ommen#e# hereG SAPs'ript7Smart =orms A&AP >ist &usiness 5+Be't7>in( RA" 3e2t PD6 HTM HTM T7T Enter the #omain o$ the $a2 ser-er or $a2 pro-i#er un#er Conversion into Internet Address. 3his is usuall% . aa. 3he $ollo1ing settings are re'ommen#e# hereG SAPs'ript7Smart =orms A&AP >ist &usiness 5+Be't7>in( RA" 3e2t PD6 HTM HTM T7T u. Enter as 0o#e name C008$G an# as #es'ription Coop $ac# :ode (ICWC Inbox) an# 'hoose Continue7 p. . $or Automoti-e *A2. <. as 1ell4 %ouG ++. Enter output $ormats $or SAP #o'uments. Sele't Internet an# 'hoose Continue7 )n Address area enter MNccs7com an# 'hoose Continue7 Enter output $ormats $or SAP #o'uments. Set ma2imum 1aiting time $or repeat sen# attempt pro'e#ure to &% min an# 'hoose Continue7 1.Con$iguration Gui#e l. As R=C Destination enter :0:E an# 'hoose Continue7 r. 3he s%stem generates the lo'al part o$ the )nternet a##ress automati'all%. Choose Create. )$ %ou 1ant to 'on$igure the no#e $or sen#ing te2t messages *pager7SMS. . Choose et a#Ba'ent to 4ax. Ensure %ou are in the *stem status -ie1. n. )$ %ou 1ant to 'on$igure the no#e $or sen#ing $a2es as 1ell4 %ouG 2.SAP Best Practices CRM )C *"e+Client. Sele't $or Set $urther a##ress t%pes :o an# 'hoose Continue -.D3ma94. Dou+le-'li'( on the no#e Internet. s. t. Spe'i$% the a##ress areas o$ re'ipient a##resses that are to +e rea'he# -ia this no#e.

Inboun$ • • )$ %ou 1ant in+oun# e-mails to a spe'i$i' a##ress or 1ith a spe'i$i' 'ontent to automati'all% start a program that pro'esses these e-mails4 %ou 'an 'on$igure this un#er ettin-s → Inbound 8rocessin-7 )$ %ou 1ant in+oun# e-mails to a spe'i$i' a##ress or $rom a spe'i$i' sen#er to +e automati'all% re#ire'te# to another re'ipient or #istri+ution list4 %ou 'an 'on$igure this un#er ettin-s → Inbound "istribution. ii.D3ma94. Some topi's mentione# in this se'tion are a repetition o$ topi's o$ se'tion Fuic# (uide to M/8 Confi-uration. 3he intention o$ this se'tion is Bust to a## some use$ul in$ormation in relation to ea'h 'hapter o$ this note. 3he a##ress then has the $ormat SMS#$Re29p9e4t!=mDe/. Choose chedule 8eriodicall*. Choose Create. an# user maintenan'e *transa'tion S60 . o$ . ee.((%. Choose Vie= → Oobs. . ((. an# 'on$irm. 3he topi's #ealing 1ith SAP'onne't settings *transa'tion SC53.)3 6se 7ollo'ing the teps of 0ote .* SAP 0ote . gg. Enter an appropriate time perio#4 su'h as 10 minutes. 3o s'he#ule this Bo+ $rom SAP'onne't a#ministration4 %ouG $$.((%. Choose chedule Oob. )$ there is not alrea#% a Bo+ s'he#ule#4 'hoose Oob → Create. ser-er or pro-i#er un#er Conversion into Internet Address.SAP Best Practices CRM )C *"e+Client. Sele't the -ariant SAPECO!!ECTALL +% pla'ing the 'ursor on it.. i$ all te2t messages *pager7SMS. A perio#i' +a'(groun# pro'ess4 (no1n as the SAP'onne't sen# Bo+4 ta(es the e-mails $rom this Eueue an# sen#s them -ia the )nternet.. 3)2).Con$iguration Gui#e ''.* pro-i#es a #etaile# step-+%-step #es'ription on ho1 to 'on$igure an e-mail re'eipt $or the SAP appli'ation ser-er. hh. $or Automoti-e *A2. . ll. 3his is usuall% . / SAP AG Page 6. en$ ?ob E-mails sent $rom an SAP appli'ation are merel% put into a Eueue. are also #es'ri+e# in the $ollo1ing se'tion A8connect ettin-s an# its su+se'tions. Enter a Bo+ name *$or e2ample SAPCO!!ECT_SMTP_<2l9e4t>. Con$irm. are to +e sent using SM3P. BB. mm. ##. Enter the #omain o$ the te2t message *pager7SMS. 3he s%stem generates the lo'al part o$ the )nternet a##ress automati'all%. Spe'i$% the a##ress areas o$ re'ipient a##resses that are to +e rea'he# -ia this no#e.

2. .. >og on to the ECC s%stem 1ith a user that is authori<e# to 'reate ne1 users *SL6SERLGRP. Hou 'reate the gate1a% user4 an# this #ata is use# $or the logon. $or Automoti-e *A2. ZEnter MAILADM as the name o$ the gate1a% user. Choose the 8rofiles ta+ in#e2. 3he logon #ata is then ma#e a-aila+le in a 'on$iguration pro$ile in the step $or 'reating the 'on$iguration pro$ile using mlsomadm. Sele't user t%pe C8IC or *stem. . Choose menu /ools  ZAdministration  Z5ser Maintenance  P5sers.. Pro'ee# as $ollo1sG .Con$iguration Gui#e &rere-uisites Print out SAP 0ote .so i'm7ser-erLportL2 U PR53USM3P4 P5R3U2502. Enter the initial pass1or# *t1i'e.G r#isp7startLi'man U true i'm7pluginL2 U PR53USM3P4 P>GU... :. F.. 6. Chapter 2< 6ser a$ministration ( 6*%) Creating the SAP'onne't R=C user MAICA"M: 3he 60)9 program mlsomail uses Remote =un'tion Call *R=C. .*< Chapter %< &rofile parameters 6se the $ollo1ing e2ampleG Pro$ile parameters *on e-er% App-Ser-er.0 $or $urther use.SAP Best Practices CRM )C *"e+Client. Chapter 3< Client assignment ( IC7) / SAP AG Page 6F o$ . Please #is'uss the pass1or# 1ith )nternet Ser-i'es.. 3o +e a+le to use the R=C $un'tions4 %ou must $irst log on to the ECC s%stem. 5.4 3)ME563U!00 P5R3 re'ommen#ationG 25000 Q SAP-)nstan<-0um+er *see also se'tion Fuic# (uide to M/8 Confi-uration. Choose ave. .55 . Choose Create. &roce$ure 0ote . Assign the authori<ation pro$ile S_A1SCO! !. to a''ess SAPo$$i'e.((%.7smtpplugin.

$or Automoti-e *A2... .. *Do not mo#i$% $or the 'lient. =or ea'h a##itional 'lient4 'reate a ne1 SM3P-Host.SAP Best Practices CRM )C *"e+Client.. / SAP AG Page 6! o$ . Dou+le-'li'( to mo#i$%. Creating a ne1 SM3P-HostG *Enter a N2N in the Pro$ile parameter is6 M/86Virt<!ost<Q. .Con$iguration Gui#e 6se the pre-'on$igure# A8connect SM3P-Host $or the $irst 'lient 1ho shoul# +e a+le to re'ei-e mail.

Con$iguration Gui#e 5n this $orm $ill in the 'lient4 s%stem user *see a+o-e. Do not 'hange an%thing on this $orm. ..0 o$ . / SAP AG Page . *Choi'e o$ language a$$e'ts SM3P-Responses Q Status 0oti$i'ations. $or Automoti-e *A2.4 pass1or# an# language. ...SAP Best Practices CRM )C *"e+Client.

.< A&connect a$ministration ( C:T) Hou 'an s(ip this 'hapter in the note as it is #es'ri+e# in the $ollo1ing se'tions o$ this Con$iguration Gui#e.).. o$ . A&connect ettings SAP 0ote .* pro-i#es a step-+%-step #es'ription on ho1 to 'on$igure an email re'eipt $or the SAP appli'ation ser-er. 3)2).SAP Best Practices CRM )C *"e+Client.)..((%. .Con$iguration Gui#e Chapter . $or Automoti-e *A2. / SAP AG Page .)% Creating a MailC ervice 6ser &rere-uisites Hou nee# at least one s%stem user $or sen#ing e-mails $rom an# re'ei-ing e-mails into the )ntera'tion Center. . Chapter (< ettings on the mail server 0o $urther 'omments. 3o 'he'( i$ the pro$ile parameters liste# in here are alrea#% set in %our rele-ant CRM 'lient4 start transa'tion SE:F an# run report RSPFPAR *a'ti-ating 'he'(+o2 "ispla* unsubstituted. 3)2).

Sa-e %our entries. Dou+le-'li'( on the M/8 no#e.. S1it'h to the 8rofiles ta+ in#e2 an# assign the authori<ation pro$ile <A7 C0:7 6. As o$ Release 6. Here %ou shoul# al1a%s $in# an alrea#% generate# M/8 no#e la+ele# li(e M/8 Mail erver. S1it'h to the Co-on data ta+ in#e2 an# enter an initial pass1or#.. The proce$ure $escribe$ in this section is also $escribe$ in section Quick Guide to SM%P Configuration an$ might be performe$ alrea$y) &roce$ure ..204 SAP'onne't also pro-i#es a #ire't 'onne'tion to the )nternet using the SM3P plug-in o$ the "e+ appli'ation ser-er.)2 6se A&connect Configuration for Internet Mail SAP'onne't pro-i#es a stan#ar# inter$a'e $or e2ternal 'ommuni'ation4 1hi'h supports sen#ing using tele'ommuni'ation ser-i'es4 su'h as $a2ing4 pagers *SMS. .. )$ %ou $in# more than one SM3P no#e4 it is an error[ :.). .. 3his ena+les %ou to sen# an# re'ei-e messages #ire'tl% to )nternet4 $a24 an# SMS7paging a##resses 1ithout using an a##itional e2ternal 'ommuni'ation s%stem.. A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionG A& CRM Transaction co$e A8connect Confi-uration for Internet Mail SCOT 2. )t ena+les e2ternal 'ommuni'ation 'omponents to +e 'onne'te# to the SAP s%stem.SAP Best Practices CRM )C *"e+Client. / SAP AG Page . Maintain all man#ator% $iel#s un#er the Address ta+ in#e24 parti'ularl% the e-mail a##ress %ou ha-e o+taine# $rom %our #omain4 $or e2ample Iuseri#JWI#omainJ an# the 'ommuni'ation metho# Internet mail ( /M8)7 .004 as 1ell as sen#ing to printers an# +et1een se-eral SAP s%stems.Con$iguration Gui#e )$ %ou 1ant to #istinguish 1ithin the )ntera'tion Center organi<ation +et1een $or e2ample a sales an# a ser-i'e area4 %ou shoul# 'reate t1o users4 one $or ea'h area7s'enario. . =ollo1 the same pro'e#ure to 'reate a se'on# user i$ ne'essar% *$or e2ample $8<MAIC1.2 o$ . Dou can s/ip this step if the mailCservice user has alrea$y been create$ by the a$ministrator) &roce$ure . $or Automoti-e *A2. Choose user t%pe *stem.. A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e A& menu Creatin.4 )nternet an# 9. 5. 3)2). an# 'hoose Create7 :. Enter a user name in $iel# 5ser *$or e2ample MAICA"M. =rom the menu +ar4 'hoose Vie=  *stem status *i$ not 'hosen automati'all%.Mail6 ervice 5ser SU01 Architecture and /echnolo-*  *stem Administration  5ser Maintenance  5sers 2.

).. 3he% 'an also sen# mails using transa'tion SO01 a$ter ha-ing set up the +at'h Bo+ $or sen#ing *re$er to $ollo1ing 'hapter. 5.. 5n the Maintain Variant: Report R C0::%&E Variant I:/ s'reen 'hoose I:/ as M0"E7 )n $iel# 05/85/ enter A i$ the results o$ the SAP'onne't sen# pro'ess are to +e #ispla%e#4 other1ise lea-e it +lan(. 5. Con$irm all #ialog +o2es. Enter a Oob name4 that is A8connect Internet Mail an# 'hoose Continue. &a'( on the A8 connect: (eneral node data 1in#o1 'hoose Continue7 0. 6.. $or Automoti-e *A2. / SAP AG Page . . Choose "ispatch. =rom the menu4 'hoose ettin-s an# then 'hoose item "efault "omain7 2.SAP Best Practices CRM )C *"e+Client...)3 6se etting 6p .. Enter M in the $irst ro1 o$ the Address area. 0o1 %ou are on the A8connect: Administration s'reen.. :. 3)2). "ith the settings ma#e so $ar4 SAP users 'an alrea#% re'ei-e e-mails in their in+o2 in the &usiness "or(pla'e *transa'tion S&"P. an# 'ontinue.E'Mails via A8connect SCOT 2. . an# 'hoose Create7 . i$ the a##ress is entere# in the user master re'or# *SU01. . A''ess the a'ti-it% using one o$ the $ollo1ing na-igation optionsG A& CRM Transaction co$e ettin. 6n#er portion upported address t*pes 'li'( on the et +utton ne2t to the Internet 'he'(+o2. . =rom the menu +ar4 'hoose Vie=  Oobs *s'reen A8connect: Administration (@obs).Con$iguration Gui#e . F.atch Eob for en$ing 9"Mails via A&connect 3he pro'e#ure #es'ri+e# in this se'tion is also #es'ri+e# in se'tion Fuic# (uide to M/8 Confi-uration an# might +e per$orme# alrea#%.: o$ . . Pla'e the 'ursor on entr% A8C0::EC/ M/8. $or 'ommuni'ation metho# I:/ ' E'Mail.. )n the #ialog +o2 enter %our M/8 #omain *li(e Is*sidH7IcorporateH7com. !. 6. Choose Continue7 F. Maintain the Variant attributes4 'hoose ave an# then $ac#. Choose Create variant4 gi-e a -ariant name *$or e2ample I:/. )n the $ollo1ing #ialog +o2 A8connect: (eneral node data enter the $ollo1ing #ataG Mail @ost Mail &ort Co$e &age 0o$e in use  mail7sap'a-7de  mail=df7sap7corp 25 00 *SAP internal.5p $atch Oob for endin. &roce$ure .

0. an# 'hoose Create. . . 2.. o$ .Con$iguration Gui#e !. 5n the A8connect send process: Variants s'reen position the 'ursor on I:/ an# 'hoose chedule @ob. . $or Automoti-e *A2. Choose $ac# t1i'e to return to the A8connect: Administration (@obs) s'reen. / SAP AG Page ..SAP Best Practices CRM )C *"e+Client. Choose chedule periodicall*.. Choose the repeat perio# *$or e2ample4 5 minutes.