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Master Guide

nM

TM
mySAP Customer
Relationship
Management 4.0
Service Release 1

Document Version 2.00

20th October 2005

Material Number 50063496


Copyright 2004 SAP AG. All rights reserved.

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Master Guide: SAP Customer Relationship Management 4.0

Contents
Getting Started ..................................................................................6
Solution-Wide Topics ............................................................................8
Minimal System Landscape...................................................................................................8
Business Productivity Pack (BPP) .....................................................12
Industry Extensions for CRM 4.0........................................................13
Monitoring the System Landscape.....................................................14
Tools and Technology .........................................................................15
SAP Solution Manager .........................................................................................................15
Easy Enhancement Workbench..........................................................................................16
CRM RosettaNet B2B Mappings .........................................................................................16
R/3 Sales Order IDOC Mappings.........................................................................................18
SAP Mobile Infrastructure ...................................................................................................20
Portal Enablement ................................................................................................................21
Additional Information.........................................................................27
History of Changes...............................................................................................................27
Industry Solution Master Guides ........................................................................................29
Important SAP Notes for CRM ............................................................................................29
Creating Customer Messages.............................................................................................30
CRM Software Component Matrix .................................................31
Technical Components - Part I ...........................................................32
Technical Components - Part II ..........................................................35
Related Software CDs..........................................................................39
CRM 4.0 Key Capabilities ...............................................................40
E-Commerce .........................................................................................40
CRM E-Selling .......................................................................................................................40
Contract Sales in Dealer Portal for Telecommuncations .................................................45
E-Selling R/3 Edition ............................................................................................................48
CRM E-Service ......................................................................................................................51
Installation Sequence...........................................................................................................53
Field Applications ................................................................................54
Field Sales .............................................................................................................................54
CRM Field Service ................................................................................................................60
Interaction Center ................................................................................66
A) Typical Landscape IC WinClient .................................................................................66
B) Multichannel Support ......................................................................................................67
C) Interaction Center - Web Client ......................................................................................72
D) Interaction Center - Workforce Management................................................................78
E) Interaction Center for Automotive .................................................................................80
Sales......................................................................................................81
Account Management ..........................................................................................................81
Enterprise Sales (Including Mobile Sales for Handheld)..................................................82

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Intellectual Property Management......................................................................................85


Sales Against Contract ........................................................................................................85
Contracts & Chargeback (Pharma).....................................................................................85
Contract Mangement & Leasing .........................................................................................87
Value-based Detailing (Pharma) .........................................................................................89
Channel Sales for SemiCo...................................................................................................89
Incentive and Commission Management...........................................................................92
Service ..................................................................................................94
CRM Enterprise Service.......................................................................................................94
Constituent Services............................................................................................................97
Case Management for Public Sector ..................................................................................99
CRM Professional Service .................................................................................................101
Marketing ............................................................................................105
CRM Marketing Management ............................................................................................105
CRM Trade Promotion Management ................................................................................108
Campaign Management for Media Advertising and Subscriptions ..............................111
Channel Management ........................................................................113
Channel Manager................................................................................................................113
Partner Manager .................................................................................................................113
Partner Employee ...............................................................................................................113
Partner Manager Channel Commerce ...........................................................................113
Technical Infrastructure ....................................................................114
Installation...........................................................................................................................114
Appendix ........................................................................................115
Software Components Overview ......................................................115
CRM Server 4.0 ...................................................................................................................115
Internet Pricing and Configurator (CRM IPC) ..................................................................116
OLTP R/3 System................................................................................................................116
SAP R/3 Enterprise.............................................................................................................117
SAP Business Information Warehouse............................................................................117
SAP Advanced Planner and Optimizer (SAP APO).........................................................118
Text Retrieval & Information Extraction (TREX)..............................................................118
SAPconnect ........................................................................................................................118
Computer Telephony Integration (SAPphone) ................................................................119
SAP Content Server ...........................................................................................................120
CRM Mobile Clients ............................................................................................................120
Mobile Client Recovery Manager ......................................................................................121
Communication and Development Station ......................................................................121
R/3 Standalone Gateway....................................................................................................121
Backweb ProactivePortal Server, Standard Edition .......................................................122
Related Guides - Part I.......................................................................123
Related Guides - Part II......................................................................125

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Master Guide: SAP Customer Relationship Management 4.0

Getting Started
About This Document
The CRM Master Guide was developed to provide a central starting point for the technical
implementation and upgrade of mySAP Customer Relationship Management.
To facilitate the implementation and upgrade process, all information within this document is ordered
under scenario-based aspects. You can choose from the different key capabilities and find all the
information that is relevant for the technical implementation of a specific key capability in an enclosed
chapter.
The information in this document includes:
An overview of the technical components (mandatory and optional components).
Examples of how the different components interact, and which protocols and interfaces are used
(technical infrastructure examples). Depending on the actual business scenarios that have to be
implemented, and other aspects (such as security or performance), the real infrastructure might be
different.
Information about the component's software releases.
Information about the overall installation sequence and subsequent steps.
References to related installation guides.
Information about mutual dependencies that affect two or more components within the technical
infrastructure.

Note that the CRM Master Guide is a central overview document that mainly deals with
scenario-based implementation aspects. This means that additional software
dependencies may exist without being mentioned explicitly in this documentation. You
can find more information about component-specific software dependencies in the
corresponding installation guides.

As a technical document, the CRM Master Guide does not provide any information
about software licenses - neither SAP-related licenses nor third party product licenses.

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Prerequisites for an SAP Implementation/Upgrade


Before starting the actual implementation or upgrade, some prerequisites must be fulfilled. The
description of these activities is not part of the CRM Master Guide.
1. Hardware sizing: You can find detailed information about sizing, calculation of hardware
requirements (such as CPU, disk and memory resource) and the Quick Sizer tool on the following
page: http://service.sap.com/sizing
2. Planning the system infrastructure: You can find comprehensive information about network
integration and technical infrastructure aspects on the following page:
http://service.sap.com/ti
Information about network and application security is available at:
http://service.sap.com/securityguide
Information about released platforms is available at:
http://service.sap.com/platforms

How to Use the CRM Master Guide


Depending on the specific key capabilities (such as CRM E-Selling) and the number of scenarios that
are to be implemented, you require many different installation guides during the implementation process.
The CRM Master Guide provides information about which components and which guides are required
during this process.
In the chapter CRM Component Matrix (page 31), you can find important information about the
software components that are mandatory or optional for each key capability.
In the section Related Guides [Page 123], you can find an overview of all required installation
guides.

You can find the most current information about the technical implementation of CRM 4.0
and the latest installation and configuration guides in the SAP Service Marketplace:
http://service.sap.com/crm-inst.
We strongly recommend that you use the documents that are available on these pages.
These guides are updated and enhanced on a regular basis.
In the scenario-specific sections, you can find an overview of the overall implementation process,
the technical infrastructure and the installation sequence. In addition, these pages include
information about related upgrade documentation, if available.
Also read the letter that is included in the SAP CRM installation package. It contains important
information on several third-party software components.

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Solution-Wide Topics
This section provides information that is relevant for most of the scenarios.

Minimal System Landscape


In the CRM 4.0 solution, you can install all software components (ABAP and non-ABAP components) on
a single host if certain prerequisites are fulfilled and with certain constraints.

We strongly recommend that you use a minimal system landscape (single-host


implementation) for test and demo purposes only. For performance, scalability, high
availability, and security reasons, do not use a minimal system landscape as your
productive landscape. For information on creating productive system landscapes, see
the SAP Service Marketplace at the Internet address service.sap.com/ti.

Note the following:

A single-host installation is possible only if you choose an operating system that supports all
components. The only operating system that currently fulfills this prerequisite is Microsoft
Windows 2000.

You must provide a sufficiently sized server or notebook (Mobile Client). For information on
sizing, see the SAP Service Marketplace at the Internet address service.sap.com/sizing

The components SAP SYNCPOINT and CRM ICS WFM CS (Calculation Server) require a large
amount of memory space and make heavy demands on the host performance of the CPU. If
you want to implement Syncpoint or Workforce Management in a minimal landscape, note the
sizing recommendations (see point 2).

We recommend, that you install the SAP Enterprise Portal on a separate host.

We recommend that you install TREX on a separate host for productive use due to high
performance and memory demands.

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The following graphic shows a minimal system landscape for SAP Customer Relationship Management
4.0:

CRM Host Portal Host


Solution Manager CRM 4.0
Enterprise Portal 6.0
* CRM 4.0 3
ST 310 (SolMan) 2
WFMCORE 1.00
SAP WebAS Java 6.40
2
WP-PI 600_620 (Cluster Version)

Portal Runtime 3
IPC 4 SAP WebAS Java 6.40 7 iView Runtime Java 4
Basic Java Libs
JCO CM 6.0
JCO 6
SAP J2EE 6.20 Connector
CRM CAT Server 5 IC WFM Calc Srv 7f
EP Platform 6.0 5
IC WFM Appl Srv
Business Connector 8
7a BP for CRM 7
IPC WEB APPs
RNET SAP Solution
8a Manager 3.1 7b
ISA WAC JDK
CommStation 9
7g JSE 1
DCOM Connector IC Web Client
9a
7i
CRM Designer CRM BMS MS SQL
10
Groupware CRM SAF 7h
Connector 11
CRM ICO 7c Web Server for
8
E-Selling - port:1080
MCI 13a
CRM ICSS 7d WebServer Plug-In
Vertex 15a
MapBox
7e
ARS 14a ME
7j
MS SQL Tealeaf Host
TREX 6

12 Mobile Client 15b


ITS
IPC MS Exchange
JDK 1 Server
TeaLeaf 14b

MS SQL

= SAP CRM Technology Component


= OEM CRM Technology Component
= SAP Application Component
= Third Party Component

= Physical server (host)


= Database system

Note, that the numbers beside the software components correspond to the overall
installation order.

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Overall Installation Sequence


The following table provides information about a valid overall installation sequence for the solution
mySAP CRM 4.0. The installation sequence corresponds to the numbers in the graphic above.

Installation Sequence - CRM Host


As shown in the graphic above, the CRM host includes all the CRM 4.0 software components as well as
the solution manager components.

Software To Be Installed/Sequence
Overview: Related Installation / Configuration Guides [Page 123]
1. Install the Java Development Kit (JDK)
2. Install the SAP Solution Manager 3.1
3. Install the SAP CRM server 4.0 with WFMCORE 1.00 and WP-PI 600_620

4. Install the SAP Internet Pricing and Configurator (IPC)

5. Install the CRM CAT server


6. Install Text Retrieval & Information Extraction (TREX)
7. Install SAP Web AS Java 6.40 or SAP Web AS Java 6.20 including Basic Java Libs and SAP
Java Connector (JCO).
7.1 Start the CRM Java Components Installer
7.2 Install the SAP J2EE Engine including Basic Java Libs and SAP Java Connector (JCO)
7.3a-i Deploy the following J2EE applications on the SAP J2EE Engine:
7a: IPC Web Applications
7b: ISA Web Application Components (for E-Selling)
7c: CRM ICO
7d: CRM ICSS (for Internet Customer Self Service)
7e: Install MapBox
7f: IC WFM Calculation Server and IC WFM Application Server (for Workforce Mgt)
7g: CRM ICWC (Interaction Center WebClient) for the Java Configuration of
Interaction Center WebClient.*
7h: CRM SAF (Software Agent Framework) for the Java Configuration of Interaction
Center WebClient.*
7i: CRM BMS (Broadcast Messaging Server) for the Java Configuration of Interaction
Center WebClient.* :
7j: ME (Mobile Engine, part of Mobile Infrastructure)

* In the release for CRM 4.0 Add-On for Service Industries, there is the possibility to have
a non-java configuration of Interaction Center WebClient.
8. Install the SAP Business Connector and RosettaNet (9a)

9. Install the Communication Station (required for Mobile Sales) and the DCOM Connector (10a)
10. Install the CRM Designer
11. Install the Groupware Connector

12. Install the Internet Transaction Server (ITS)

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13. Install the MCI (Multi-channel interface). Note, that it is highly recommended to install Tealeaf
(14b) on a separate machine (see the additional box for the Tealeaf host)
14. Install the ARS transport service (15a) on the CRM host and and the Mobile Client Software
(15b) for Field Sales on the Tealeaf host
15. Install Vertex

Installation Sequence - Enterprise Portal Host


On the portal host, all software components that are required for the implementation of SAP Enterprise
Portal are installed.

Software To Be Installed/Sequence
Overview: Related Installation / Configuration Guides [Page 123]
1. Install the Java Development Kit (JDK) and the JSE (Java standard edition) software

2. Install the SAP J2EE Engine (Cluster Version)

3. Install the Portal Runtime

4. Install the iView Runtime Java

5. Install the Enterprise Portal Platform 6.0

6. Install CM 6.0 including the connector

7. Install the Business Package for Communication

8. Install the WebServer with the related Plug-in for the E-Selling Scenario (IIS)
As an alternative, you can also install the Web Server on the CRM host. (Be aware that the
minimum system landscape described in this section does NOT reflect recommendations for
production use, such as security requirements!)

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Business Productivity Pack (BPP)


For the CRM 4.0 Business Productivity Pack, the following components are required:

SAP CRM 4.0


Existing customers: SAP CRM 4.0 SP06 (or higher)

New and Upgrade Customers: SAP CRM 4.0 SR1 (includes SPs up to SP06)

Portal-Roles
The following Portal components are required:
SAP EP 6.0 SP02 Patch 3

Business Package for SAP CRM 4.0 (60.2)

Business Package for SAP CRM 4.0 BPP (60.1)

Additional Business Packages required for Pharma, Automotive and High Tech (Please refer Ramp-Up
Guidance Document for names of respective Business Packages) roles. Industry-specific roles based on
SAP EP 6.0 are part of BPP Ramp-Up.

Analytics
An access to BBP Analytics is exclusively available vio BPP portal roles. In addition, the following
component is required
SAP BW 3.5.2

Addditional information: SAP BW 3.5.2 offers planning features without a seperate SAP SEM system.
However, if CRM planning was already being used on SEM, the most pragmatic option may be to
continue planning on SEM. In this case SAP SEM 4.0 is required along with SAP BW 3.5.2.

Note that the Business Productivity Pack for CRM 4.0 does not require the Industry
Extension (page 13) or vice versa. However, both can be used in parallel.

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Industry Extensions for CRM 4.0


For the industry extension, the following components are required:

SAP CRM 4.0


Existing customers: SAP CRM 4.0 SP06 (or higher)
New and Upgrade Customers: SAP CRM 4.0 SR1 (includes SPs up to SP06)

SAP CRM 4.0 Add-On for Service Industries


When using the Add-On for Service Industries the SAP CRM 4.0 Manufacturing Industry
scenarios are not released:
- Interaction Center for Automotive
- Trade Promotion Management
(incl. TPM with Mobile Sales)
- Channel Sales Management for High Tech
- Value Based Detailing for Pharmaceuticals
- Contract and Chargeback for Pharmaceuticals
- Sales Against Contracts (Oil & Gas)

TREX 6.1
The following scenarios/features require TREX 6.1 to be installed:
- E-Selling R/3 Edition on SAP Web Application Server 6.40
- Interaction Center WebClient in non-Java configuration
- E-mail Response Management System (ERMS)
- High-Speed Business Partner Search for Interaction Center WebClient non-Java configuration
- Customer Segmentation in Marketing Management

E-Commerce and E-Selling scenarios (except E-Selling R/3 Edition on Java


6.40) require TREX 6.0 to be installed (even if TREX 6.1 is also used due to one of the
above reasons).
Content:

Extensions for the following Industries: Utilities Telco Media - Public Sector

Cross-Industry Enhancements:
Service Order Enhancements
E-Mail Management (ERMS, Bounce, One-to-One)
IT Helpdesk
High Speed Segmentation & BP Search

Note that the Industry Extension for CRM 4.0 does not require the Business
Productivity Pack (page 12) or vice versa. However, both can be used in parallel.

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Monitoring the System Landscape


After you have installed the components of your CRM system, we recommend that you
refer to the CRM Monitoring Installation Guide for instructions on activating the
monitoring features of the software components in your CRM landscape.

The monitoring features allow you to capture important version, configuration, performance, and
problem data using a single monitoring system in your CRM landscape. Activating monitoring according
to the CRM Monitoring Installation Guide is a prerequisite for efficient and problem-free operation and
delivery of support.

You can find the CRM Monitoring Installation Guide in the SAP Service Marketplace at
the Internet address service.sap.com/crm-inst.

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Tools and Technology


SAP Solution Manager
SAP provides you with the SAP Solution Manager as the highly recommended platform to efficiently
support the implementation of your mySAP CRM solution.

All information needed to set up the scenarios is delivered exclusively through the SAP Solution
Manager content.

See also the installation guide for the SAP Solution Manager in the SAP Service
Marketplace: http://service.sap.com/solutionmanager installation guides.

Customizing Scout
The Customizing Scout is part of the Solution Manager 3.1, meaning that no additional installation is
required.

The Customizing Scout compares and updates Customizing settings as shown in the following graphic.

R/3 Dev R/3 QA R/3 Prod


Customizing Customizing Customizing

Structure - Initial load


Conversion Customizing
+ Delta load Transport

CRM Dev CRM QA CRM Prod

Customizing Customizing Customizing

The Customizing Scout is relevant for all key capabilities and supports the following process:
1. Customizing data is loaded initially from R/3 to CRM using the CRM Middleware download.
2. The customizing entries can be compared between R/3 and CRM and any differences
visualized.
3. Deltas are kept synchronized. This means that when Customizing settings are maintained in
R/3, they are also updated in CRM.
4. Transport of Customizing settings through the test and production system landscape.

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Easy Enhancement Workbench


Description
The CRM Easy Enhancement Workbench is a tool within the CRM Server that supports the
enhancement of CRM objects without programming knowledge. It simplifies the customers development
process and reduces errors.
Very often, CRM objects need to be enhanced in a CRM implementation project to meet individual
requirements. Such object enhancements are easily achieved by automatic generation techniques and a
guided concept. The CRM Easy Enhancement Workbench provides a number of predefined business
objects and enhancement scenarios.

Functions
The CRM Easy Enhancement Workbench includes the following features:
Project workbench enabling customers to manage CRM enhancements easily
Predefined business objects and enhancement scenarios
Wizards that allow you to define extensions intuitively without detailed knowledge of the CRM
data model
Automatic generation of internal objects without modification that are ready for transport.
The following extensions will be possible for the Business Partner object:
Support new tables 1:1 and 1:n relation to Business Partner main table
Support for new Business Partner roles
Enhanced user interface definitions by optional use of Visual Configuration Tool.

Benefits
Ease of use and multiple wizards
No modifications
No in-depth knowledge of SAP CRM internal data model required

CRM RosettaNet B2B Mappings


Description
CRM RosettaNet B2B Mappings are mappings for the RosettaNet Partner Interface Process PIP3A4:
Request Purchase Order.
This includes mappings for order requests and order confirmations between the RosettaNet Extensible
Markup Language (XML) message format and the related proprietary CRM message format.
Using these B2B mappings, one business partner can exchange business transactions with another
business partner in the RosettaNet XML standard message format over the Internet.
B2B mappings support for further RosettaNet Partner Interface Processes is planned.

Functions
CRM RosettaNet B2B Mappings for the RosettaNet Partner Interface Process PIP3A4 include the
following features:

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The payload (business content) of incoming sales orders (order requests) in the RosettaNet
data format is transformed into the CRM proprietary IDoc data format, and forwarded to CRM
Server applications for further processing steps.
After the execution of an available-to-promise (ATP) check, applying the CRM SAP APO
integration, an outgoing sales order change message is transformed into the payload of a
RosettaNet order confirmation message and sent to external receivers.
A limitation list, which supplements the shipped transformations between the CRM and the
RosettaNet data model, and detailed technical documentation for each individual transformation
template can be used to customize and enhance these functions to meet customers
requirements.

IPC

Internet Pricing
and Configurator

CRM
SAP BC

RFC CRM APO


SAP BC Package
HTTP/HTTPS
Server RFC

B2B Service
webMethods
CRM RNET
RosettaNet
Module RDBMS

RDBMS

Mandatory Components
CRM Server
The CRM Server is based on SAP Web Application Server 6.20

CRM RNET
The component CRM RNET consists of the RosettaNet Order Mapping stylesheets. These stylesheets
have been implemented in XSLT, an XML Stylesheet Transformation Language, and are organized by a
directory structure.
You can find the CRM RNET component on the CRM Server Components CD for CRM 4.0.

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Optional Components
SAP Business Connector (SAP BC) 4.6 or 4.0x
The SAP BC or any other middleware solution with XSLT engine capabilities is required to route the
incoming RosettaNet XML message to the CRM Server after performing XSLT transformation and vice
versa. The SAP BC runs SAP J2EE Engines XSLT functions to perform the mapping transformations.

webMethods RosettaNet Module V4.6 or Lower


This module, or other third party packages from another middleware solution provider, are required for
RNIF (RosettaNet Implementation Framework) support. This RNIF compliance must be able to
exchange a fully compliant RosettaNet message with business partners over the Internet. WebMethods
RosettaNet Module V4.6 also requires the installation of webMethods Trading Networks 4.6.

SAP APO
SAP APO is required to carry out ATP checks for sales orders.

Overall Sequence
1. Configure the CRM Server for communication with SAP BC
Based on ALE and TCP/IP connection type
By configuring CRM Middleware for the External interface type CRMXIF_ORDER_SAVE of XIF
adapter.
2. Configure SAP BC for the connection with CRM Server.
3. Copy the CRM RNET component to the file structure of the SAP BC server, then create a BC
package for CRM RNET.
4. Install the wM RosettaNet Module as an SAP BC Adapter on the SAP BC server.
5. Set up routing rules and transformation services on the SAP BC server. This also includes the XSLT
transformation service provided by the SAP BC server. This XSLT service calls the mapping
templates of CRM RNET copied to the file structure of the SAP BC server.
6. Set up Customizing settings of the CRM Server for RosettaNet-specific features.
7. Set up the RFC communication between APO and CRM and the ATP-(Available-to-Promise)
specific Customizing settings within the CRM and the APO system.

R/3 Sales Order IDOC Mappings


Description
This function supports the data field mapping of Sales Order Intermediate Documents (IDocs) from the
SAP R/3 data segments to the CRM data formats, and the other way round.
The mapping of Sales Order IDocs adds business value because it:
Enables customers who are using electronic data interchange (EDI) in SAP R/3 to continue
using it alongside CRM, by mapping SAP R/3 ORDERS IDoc segments on the CRM Server.
Enables CRM customers to implement a new EDI solution with a certified EDI subsystem
partner of SAP.
Provides support for SAP R/3 sales order data segments in the CRM system, enabling this
channel to be used for sales and communication.

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Functions
Sales Order IDoc Mapping consists of the following functions:
Sales Order IDocs can be sent to CRM in the data format of SAP R/3 (message type ORDERS)
either from a purchase order created in SAP R/3, or from an external EDI subsystem. The IDoc
is received by ALE Layer and the relevent function module is called, based on process code.
This function module converts the IDoc into a complex data type, and subsequently to a
messaging BDoc structure. It then hands over to middleware for further processing, which when
successful results in a sales transaction. In outbound processing, the mBDoc is replicated to the
external interface adapter based on subscription of sales transaction by IDoc site type External
Interfaces for IDocs. In the external interface adapter, the mBDoc is mapped to a complex data
type and subsequently to an R/3 IDoc structure with message type ORDRSP.
Change to Sales Orders in CRM for example, as a result of an available-to-promise (ATP)
check for order quantity and delivery date confirmation can be mapped to outgoing sales order
confirmation messages in the SAP R/3 IDoc format (message type ORDRSP), and sent either to
SAP R/3 Materials Management (MM) or to an EDI subsystem.
A limitation list accompanying the shipped mappings, and detailed technical documentation,
enable you to customize and enhance the function as required.

IPC

Internet Pricing
and Configurator

CRM

CRM APO

ALE/EDI Server RFC

RDBMS

RDBMS

Note that the R/3 Sales Order IDoc Mappings are part of the CRM Server 4.0 functions.

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SAP Mobile Infrastructure


The SAP Mobile Infrastructure is a platform-independent framework that enables mobile devices to run
applications offline (without a live connection to a server or the Web) and later synchronize the data
with SAP and non-SAP components. Key features include the following:
A wide variety of application program interfaces (APIs) for local data storage, data
synchronization, and so on. This approach simplifies application development and also allows
third parties to create specific solutions.
A powerful deployment mechanism offers administration-free installation, upgrades, and
deinstallation of applications for mobile users. This ensures the availability of offline applications
on mobile devices.
The ability to generate any kind of plain standard markup language (such as HTML) to enable
the use of standard browser front ends. No proprietary browser needs to be installed on the
device.
Customer modification of user interface "look and feel" using HTML templates.
The SAP Mobile Infrastructure Client is based on Java and has been tested for Windows 2000,
PocketPC, EPOC32, and other environments. Certain handheld applications require optimized user
interfaces and very rapid response times, as well as access to native operating system features such as
printing, peripheral interfaces such as barcode scanners and smart card readers, and certain device
management functions. SAP uses a modified programming model (sich as Active Server Pages or
Embedded Visual Basic) that allows the SAP Mobile Infrastructure to support these features. The
PocketPC platform supports this programming model.

For comprehensive information on the SAP Mobile Infrastructure, see the SAP Service
Marketplace: http://service.sap.com/mi

Technical Infrastructure

SAP Web AS
MI Client ABAP

Standard Web HTTP/


MI Server
Browser Server HTTPS

Standard Web MS SQL


Server
Browser
ARS Database (Copy)
SOAP RDBMS
Proxy
RFC

Native mVB
UI Backend System

Native mVB e.g., SAP R/3


UI

RDBMS

October 2005 20
Master Guide: SAP Customer Relationship Management 4.0

Mandatory Components
SAP Mobile Infrastructure Server
The SAP Mobile Infrastructure Server is used to distill the information downloaded (uploaded) from (to)
R/3 SD, BEV03 and others, and format the result in a package to be downloaded (uploaded) to (from)
the Handheld Device.
The SAP Mobile Infrastructure Server uses the CRM Servers HTTP capability to communicate with the
SAP Mobile Infrastructure software that is located on the mobile device.
In principle, you can also use an Internet Transaction Server (ITS) or SAP J2EE Engine as a
middleware component for HTTP communication between the SAP Mobile Infrastructure Server and
SAP Mobile Infrastructure client software.

SAP Mobile Infrastructure Client


The SAP Mobile Infrastructure Client is the deployed framework in which the application is contained on
the device.

See also the information about Mobile Service for Handheld (page 61) and Mobile Sales
for Handheld (description is part of Enterprise Sales, page 82).

mVB Application
mVB is a native application deployed on the device where the SAP Mobile Engine is installed. Using
mVBs, you can use the device's native UI. In addition, the Mobile Engine also supports standard
browsers that communicate with a built-in HTTP server.

Portal Enablement
The Enterprise Portal Solution primarily consists of the following platforms:
Portal platform

Knowledge Management platform

Portal Platform
The Portal platform includes the components required for building a portal, including:
iView technology, for creating and administering iViews. You can either use iViews delivered by
SAP Portals or create your own. iViews can be programmed in any language, such as Java,
JSP, ASP, XML, COM, and so on.

The basic user license includes the portal platform, the KM platform, the business package
Portal User and the collaboration business packages, as well as use of the R/3 Unifier for
creating Drag&Relate operations between SAP transactions.

For an additional fee, you can purchase the Unification option, which includes the full unification
platform, the business packages for connectivity for Oracle, Siebel, and Peoplesoft, and the
unifiers for Databases, for Oracle, for Siebel, and for Peoplesoft, for creating Drag&Relate
operations in those systems.

Page Builder, for rendering the HTML pages that the user sees and interacts with.

21 October 2005
Master Guide: SAP Customer Relationship Management 4.0

User Management, for administering users and for mapping user IDs in LDAP directories to
enable Single Sign-On (since users may have different IDs in different enterprise applications).

User Role Management, for creating the user roles that provide preconfigured, targeted portal
pages for the user.

Knowledge Management Platform


The Knowledge Management platform provides access to an organization's unstructured documents. Its
major functional areas consist of:
Content Management, which supports the entire lifecycle of documents, including the authoring,
storage, management, and display of documents.

Retrieval and Classification, for processing free-text search queries, providing automatic
classification and general text analysis, and combining unstructured document content with
content from a database (for example, for an expert search).

Collaboration, for closing the communication gap between users or teams by providing
synchronous (chat, online conferencing, and so on) and asynchronous (feedback, rating,
discussion forums, shared folders, and so on) collaboration support.

People-Centric CRM
From CRM 4.0 onwards, the Enterprise Portal is used for People-Centric CRM. The following graphic
illustrates the technical infrastructure:

BW Host
CRM Server Host
CRM SAP Business
Server Warehouse

IPC RDBMS RDBMS

Enterprise Portal

Portal Server Host

KM Host Portal Server

Web Server
Knowledge Management

PageBuilder
Text Retrieval &
Information Extraction
iView Server

October 2005 22
Master Guide: SAP Customer Relationship Management 4.0

Portal Components
For People-Centric CRM (based on CRM 4.0 SP01), you require Enterprise Portal 5.0 SP05 Patch 1
Hotfix 1 or higher including the Knowledge Management Platform (KM) and the following Business
Packages:
Business Package for mySAP CRM 4.0 50.2
Business Package for Communication

Note that, in addition, the Portal Plug-In (WP Plug-in) must be installed on all backend
systems.

If you use the mySAP CRM Business Productivity Pack, the following software is
required:
SAP EP 6.0 SP02 Patch 3 or higher
Business Package for mySAP CRM Business Productivity Pack (60.2)
Business Package for mySAP CRM Business Productivity Pack SAP R/3
Integration (60.2)
SAP BW 3.5 SP01 (or higher) with BI Content 3.5.2

23 October 2005
Master Guide: SAP Customer Relationship Management 4.0

SAP Enterprise Portal Use


The following table provides an overview for which key capabilities, the Enterprise Portal is required.

Keep in mind that the Enterprise Portal is always mandatory for Channel Management and Account
Management. In addition, the Enterprise Portal is required if you use the new PCUI and not the
classical SAP GUI interface:

Key Capability / Abbreviation Is the Enterprise Portal


mandatory?
System Landscape
E-Commerce ESELL (E-Selling)
CRM E-Selling ESLR3 (E-Selling for R/3) No, if SAP GUI is used
CRM E-Service ESERV (E-Service) Yes, if PCUI is used

Channel Management CHMGT Yes, the Enterprise Portal


Channel Management is required for Channel
Management

Field Applications FSALES


CRM Field Sales FSERV No, if SAP GUI is used
CRM Field Service Yes, if PCUI is used

Interaction Center ICWIN


Interaction Center WinClient ICWEB No, if SAP GUI is used
Interaction Center WebClient Yes, if PCUI is used
Service EPSERV
CRM Enterprise Service PRSERV Yes, if PCUI is used
CRM Professional Service Yes, if you use Case
Management functions
No, if you use Enterprise
Service with the
classical SAP GUI and
without Case
Management functions

Sales ACMGT ACMGT:


Account Management EPSALES Yes, the Enterprise Portal
CRM Enterprise Sales is required for Account
Management
EPSALES
No, if SAP GUI is used
Yes, if PCUI is used
Marketing MKMGT
CRM Marketing Management TPMGT No, if SAP GUI is used
CRM Trade Promotion Yes, if PCUI is used
Management

October 2005 24
Master Guide: SAP Customer Relationship Management 4.0

Installation Sequence
The following table provides an overview of the main installation steps and the related documents.
Product To Be Installed
Overview: Related Installation / Configuration Guides [Page 123]
1 Install component CRM 4.0 and WP-PI 5.0.
Guide: CRM 4.0 Installation on <operating system>: <database>

2 Install SAP BW 3.1 Content with SAP BW 3.1 and BI CONT 3.20 *
We recommend that you install the latest BW Support Packages available. You can download
them from the SAP Service Marketplace:
service.sap.com/patches SAP BW SAP BW 3.1 Content Support Packages
BI CONT 3.20
service.sap.com/patches SAP BW SAP BW 3.1 Content Support Packages
SAP BW 3.1
Important Information:

If you use the mySAP CRM Business Productivity Pack, SAP BW 3.5 SP01 (or higher) with
BI Content 3.5.2 is required!
3 Install WP-PI 5.0
The WP-PI 5.0 Plug-In must be installed in all connected Backend Systems (such as the CRM
Server and the BW system) to enable communication with the Enterprise Portal.
Guide: Enterprise Portal Installation Guide (available at
http://service.sap.com/instguides) Enterprise Portal

4 Install EP 5.0 SP05 Patch 1 Hotfix 1 including the Knowledge Management Platform.
Guide: Enterprise Portal Installation Guide.
Important Information:
If you use the mySAP CRM Business Productivity Pack, SAP EP 6.0 SP02 Patch 3 is
required!
5 Install the Business Package for mySAP CRM 4.0
You can download the Business Package from http://www.iviewstudio.com/
Related documentation:
Installing the Business Package for SAP CRM 4.0
Configuring the Business Package for SAP CRM 4.0

6 Install the Business Package for Communication, if required


Related documentation:
Installing the Business Package for SAP CRM 4.0
Note, that this installation step is only required if you use the Enterprise Portal 5.0. It is
not required to install the Business Package for Communication when using the CRM
Business Productivity Pack which is based on EP 6.0.

25 October 2005
Master Guide: SAP Customer Relationship Management 4.0

7 Install the Business Packages for the mySAP CRM Business Productivity Pack, if required
Business Package for mySAP CRM Business Productivity Pack (60.2)
Business Package for mySAP CRM Business Productivity Pack SAP R/3 Integration
(60.2)**

As a prerequisite for these Business Packages, the Business Package for SAP CRM 4.0
60.2 must be installed.

* This step is not required for the role Customer, however, you must install other components for this
role. For more information, see the section Role for Customer (Enterprise Portal) on page 45.

** You also must make sure, that PI 2004.1 or higher is installed in the connected R/3 System!

October 2005 26
Master Guide: SAP Customer Relationship Management 4.0

Additional Information
History of Changes
The CRM Master Guide is updated on a regular basis in the SAP Service Marketplace
(http://service.sap.com/crm-inst). The following table provides an overview of the most
important changes that were made within the latest versions.

Version (Date) Important Changes


1.00 (07/03/2003) Initial version

1.02 (14/03/2003) Major update in all sections

1.03 (31/03/2003) Information about People-Centric CRM updated


Information about SAP BW updated

1.04 (03/04/2003) Major update in all sections

1.05 (15/04/2003) Information about Constituent Services and Case Management


for Public Sector added (page 97)
Information about Campaign Management for Media
Advertising and Subscriptions added (page 111)

1.06 (07/05/2003) Interaction Center WebClient revised (page 72)


Portal Enablement revised (page 21)

1.07 (09/05/2003) Information about SAP Mobile Engine updated


Information about TREX updated. Note that for CRM 4.0 SP00,
TREX 5.0 SP04 is required, whereas for CRM 4.0 SP01 TREX
6.0 is required

1.08 (15/05/2003) Information about monitoring of the CRM system landscape


added (page 14)
1.09 (22/05/2003) Information about Trade Promotion Management updated
(page 108)
1.20 (13/06/2003) Major update in all sections

1.21 (23/06/2003) Major update in all sections

1.22 (26/06/2003) Information about Sales Against Contract revised (page 85)

27 October 2005
Master Guide: SAP Customer Relationship Management 4.0

Version (Date) Important Changes


1.23 (28/10/2003) Major Update in all sections

1.30 (21/11/2003) Information about Professional Service updated (page


101)
Smaller updates in all sections
1.35 (12/02/2004) Detailed information about a minimum system landscape
implementation added (page 8)
1.40 (26/02/2004) Information about Interaction Center Win Client (page 66)
and Interaction Center Web Client (page 72) updated.
1.50 (15/04/2004) Information about mySAP CRM Business Productivity
Pack added. See the Software Component Matrix (page
31) and the section People Centric CRM (page 22)
Update in the section Professional Service (page 101)
1.51 (10/05/2004) Information about People Centric CRM updated (page 22)
Information about E-Selling installation guides updated
(pages 46 and 50)
1.60 (27/07/2004) Information about CRM 4.0 SR01 included

1.65 (14/09/2004) Major update in all sections

1.70 (02/11/2004) Patch level information was removed from Software


Component Matrix
You can find detailed information about the patch level of
each component in SAP Note 754723

1.80 (20/12/2004) Update in the section Minimal System Landscape (page 8)

1.90 (10/01/2005) Enhanced information about People Centric CRM (see


page 24).
1.95 (24/06/2005) Correction in table Creating Customer Message

2.00 (20/10/2005) Credit Management component removed from Software


Component Matrix

October 2005 28
Master Guide: SAP Customer Relationship Management 4.0

Industry Solution Master Guides


You can find the following Industry Solution Master Guides in the SAP Service Marketplace (Alias
/instguides Industry Solutions Industry Solution Master Guides):

Important SAP Notes for CRM


We strongly recommend that you read all related SAP Notes before starting the implementation. You
can find SAP Notes in the SAP Service Marketplace at: http://service.sap.com/notes.
The following table provides an overview of the related SAP Notes:

Note Number Note Title


754723 SAP CRM 4.0 SR01 Release and Information Note

604746 SAP CRM 4.0: Information on Installation

604728 SAP CRM 4.0: Information on Upgrade

543841 CRM Support Packages Collective Notes

605798 Installation Guide - SAP CRM / SRM 4.0 Server on Windows

605799 Installation Guide - SAP CRM / SRM 4.0 Server on UNIX

632030 Additions to Solution Upgrade Guide mySAP CRM 4.0

29 October 2005
Master Guide: SAP Customer Relationship Management 4.0

Creating Customer Messages


If you encounter problems during the implementation process, we recommend that you create a
customer message in SAPNet R/3 Frontend:

SAP Component SAPNet - R/3 Frontend


Component
Installation Tools BC-INS
Internet Pricing & Configurator (IPC) CRM-IPC
CRM Internet Sales CRM-ISA-TEC
Text Retrieval & Information Extraction (TREX) EP-KM-TRX-TRX
CRM Communication Station CRM-MW-COM
Broadcast Messaging Server CRM-CIC-BRO
CRM Mobile Client CRM-MT-IU-MC
Interaction Center WinClient CRM-CIC
Interaction Center WebClient CRM-IC-IU
Mobile Sales CRM-MSA
Mobile Service CRM-MSE
Handheld CRM-HH
People-Centric CRM CRM-PCC
Middleware CRM-MW
R/3 Plug-In BC-UPG-ADDON
SEM Add-On BC-UPG-ADDON
SAP Business Connector BC-MID-BUS
Back Web CRM-MT-IU-BWB
SAP Content Server BC-SRV-KPR-CMS
Mobile Technology CRM-MT
CRM Mobile Client Recovery Manager CRM-MT-IU-MC

We strongly recommend that you use the corresponding SAPNet - R/3 Frontend
component when creating a customer message. This assures fast support from SAP.

October 2005 30
Master Guide: SAP Customer Relationship Management 4.0

CRM Software Component Matrix


The following tables provide an overview of software components that are required for the
implementation of a specific scenario.
To make it easier to read the tables, the following abbreviations are used:

Key Capability Abbreviation


System Landscape

E-Commerce ESELL (E-Selling)


CRM E-Selling ESLR3 (E-Selling for R/3)
CRM E-Service ESERV (E-Service)

Channel Management
Channel Management CHMGT

Field Applications
CRM Field Sales FSALES
CRM Field Service FSERV

Interaction Center
Interaction Center WinClient ICWIN
Interaction Center WebClient ICWEB
Service
CRM Enterprise Service EPSERV
CRM Professional Service PRSERV
Sales
Account Management ACMGT
CRM Enterprise Sales EPSALES
Marketing
CRM Marketing Management MKMGT
CRM Trade Promotion Management TPMGT

31 October 2005
Master Guide: SAP Customer Relationship Management 4.0

Technical Components - Part I


For detailed information about the patch level of each component, see SAP
Note 754723
You can find detailed information about the technical requirements of the
Business Productivity Pack on page 12 and information about the Industry
Extensions for CRM 4.0 on page 13.

Key Capability
x = mandatory / (x) = optional component

Technical ESELL ESLR3 ESERV CHMGT FSALES FSERV ICWIN


Component
CRM Server x x x x x x
4.0 4.0 4.0 4.0 4.0 4.0

CRM AddOn for (x) (x) (x) (x) (x) (x)


Service 4.0 4.0 4.0 4.0 4.0 4.0
Industries
R/3 Plug-In (x) (x) (x) (x) (x) (x) (x)
2004.1 2004.1 2004.1 2004.1 2004.1 2004.1 2004.1

SAP WebAS x x x x
Java 6.40 * 6.40 * 6.40 * 6.40 *
Java 2 SDK, x x x x
Standard Edition J2SE 1.4.1** J2SE 1.4.1** J2SE 1.4.1** J2SE
(J2SE) 1.4.1**

SAP BW (x) 3.1 (x) 3.1 (x) 3.1 (x) 3.0B-3.1 (x) 3.0B-3.1
(x) 3.5.2*** (x) 3.5.2*** (x) 3.5.2*** (x) 3.5.2*** (x) 3.5.2***

Business (x) (x) (x) (x) (x) (x)


Package for Business Business Business Business Business Business
mySAP CRM Prod. Pack Prod. Pack Prod. Prod. Pack Prod. Pack Prod. Pack
(60.2) (60.2) Pack (60.2) (60.2) (60.2) (60.2)
(x) (x) (x) (x) (x) (x)
Business Business Business Business Business Business
Prod. Pack Prod. Pack Prod. Prod. Pack Prod. Pack Prod. Pack
SAP R/3 SAP R/3 Pack SAP SAP R/3 SAP R/3 SAP R/3
Integration Integration R/3 Integration Integration Integration
(60.2) (60.2) Integration (60.2) (60.2) (60.2)
(60.2)
SAP APO (x) (x) (x) (x) (x)
3.1 3.1 3.1 3.0 SP22 3.0 SP22
LiveCache (x)

* For CRM 4.0 SR01, WebAS Java 6.40 is standard.


** J2SE 1.4.1 is required for WebAS Java 6.40.
If you use the SAP WebAS Java 6.20, you require Java 2 SDK 1.3.1

October 2005 32
Master Guide: SAP Customer Relationship Management 4.0

*** SAP BW 3.5.2 is required for the Business Productivity Pack (see page 12)
Technical ESELL ESLR3 ESERV CHMGT FSALES FSERV ICWIN
Component
SAP R/3 (x) x (x) (x) (x) (x) (x)
4.0-4.7 4.0-4.7 4.6-4.7 4.0-4.7 4.0-4.7 4.6-4.7 4.6-4.7

CRM x (x) 4.0


Communication (Mobile
4.0 Service)
Station
CRM Mobile Client x (x) 4.0
(Mobile
4.0 Service)
Mobile Application x (x)
Studio
4.0 4.0 (Mobile
Service)
Mobile Client (x) (x)
Recovery Manager 4.0 4.0 (Mobile
Service)

SAP WFM Add-On (x) 1.1

FSCM-Biller Direct (x) (x)


2.0 2.0
SAP Mobile (x)
Infrastructure
2.1
HH Service

Pocket PC 2002 for (x)


PDA (strong arm
HH Service
CPU or Xscale)
Webserver on PDA (x)
e.g. Tomcat 3.2.1 HH Service
SAP E-Selling Web X x x
Application 4.0 4.0 4.0
Components
SAP Multichannel (x)
Interface Server 3.1
Broadcast (x)
Messaging Server 4.0
SAP Content Server (x)
6.10-6.20
CRM ICSS x (x)
4.0 4.0

33 October 2005
Master Guide: SAP Customer Relationship Management 4.0

Technical ESELL ESLR3 ESERV CHMGT FSALES FSERV ICWIN


Component
Enterprise Portal (x) (x) x (x) (x)
EP 5.0 or EP 5.0 or EP 5.0 or EP 5.0 or EP 5.0 or
EP 6.0 EP 6.0 EP 6.0 EP 6.0 EP 6.0
see page 24 see page 24 see page 24 see page see page
24 24

ProactivePortal (x) 4.0


Server 4.0
TREX x (x) x x
6.0 6.1 6.1 6.1

IPC x (x) x x x (x)


4.0 4.0 4.0 4.0 4.0 4.0
MS-SQL Server (x) (x) (x)
2000 2000 2000
SAP Business (x)
Connector 3.5-4.0
SAP Guided (x) (x)
Selling (UBIS IPA) 1.0 1.0
MS IIS Web Server (x) (x) (x)

Apache Web (x) (x)


Server
CTI incl. Telephony (x)
Server
Java Virtual (x)
Machine 1.1.8
HH Service
CRM Workforce (x)
Management (CRM 4.0
ICS WFM AS/CS)

October 2005 34
Master Guide: SAP Customer Relationship Management 4.0

Technical Components - Part II


For detailed information about the patch level of each component, see SAP
Note 754723
You can find detailed information about the technical requirements of the
Business Productivity Pack on page 12 and information about the Industry
Extensions for CRM 4.0 on page 13.

Key Capability
x = mandatory / (x) = optional component

Technical ICWEB EPSERV PRSERV ACMGT EPSALS MKMGT TPMGT


Component
CRM Server x x x x x x x
4.0 4.0 4.0 4.0 4.0 4.0 4.0

CRM AddOn for (x) (x) (x) (x) (x) (x) (x)
Service 4.0 4.0 4.0 4.0 4.0 4.0 4.0
Industries
R/3 Plug-In (x) 2004.1 (x) 2004.1 (x) 2004.1 (x) 2004.1 (x) 2004.1 (x) 2004.1

SAP WebAS X x
Java 6.40 * 6.40 *

Java 2 SDK, x x
Standard Edition J2SE 1.4.1** J2SE 1.4.1**
(J2SE)
SAP BW (x) (x) (x) x x x x
3.0B-3.1 3.0B-3.1 3.1 3.1 3.10-3.1 3.1 3.1
(x) 3.5.2*** (x) 3.5.2*** (x) 3.5.2*** (x) 3.5.2*** (x) 3.5.2*** x 3.5.2*** x 3.5.2***
SEM Add-On (x) x SEM-BW
350 350 SP06
with
FINBASIS
200
Business (x) (x) (x) (x) (x) (x) (x)
Package for Business Business Business Business Business Business Business
mySAP CRM Prod. Pack Prod. Pack Prod. Pack Prod. Prod. Pack Prod. Pack Prod. Pack
(60.2) (60.2) (60.2) Pack (60.2) (60.2) (60.2) (60.2)
(x) (x) (x) (x) (x) (x) (x)
Business Business Business Business Business Business Business
Prod. Pack Prod. Pack Prod. Pack Prod. Prod. Pack Prod. Pack Prod. Pack
SAP R/3 SAP R/3 SAP R/3 Pack SAP SAP R/3 SAP R/3 SAP R/3
Integration Integration Integration R/3 Integration Integration Integration
(60.2) (60.2) (60.2) Integration (60.2) (60.2) (60.2)
(60.2)

* For CRM 4.0 SR01, WebAS Java 6.40 is standard.


** J2SE 1.4.1 is required for WebAS Java 6.40. If you use the SAP WebAS Java 6.20, you require
Java 2 SDK 1.3.1
*** SAP BW 3.5.2 is required for the Business Productivity Pack (see page 12)

35 October 2005
Master Guide: SAP Customer Relationship Management 4.0

Technical ICWEB EPSERV PRSERV ACMGT EPSALS MKMGT TPMGT


Component
SAP APO (x) (x) (x) (x) (x)
3.0 3.0 3.1 3.1 3.1

LiveCache (x) x
7.4.2 if APO is
installed

SAP R/3 (x) (x) x (x) (x) x


3.1i-4.7 4.6-4.7 4.6C-4.7 3.1i-4.7 4.5B-4.7 4.6C-4.7

SAP HR (x)
4.6C

SAP Media (x) (x)


IS-M 472 R/3 Enterpr.
(R/3 Enterpr. Extension
Extension Set Set 1.10
2.00)
SAP Public (x)
Sector IS-PS-CA
472
(R/3
Enterpr.
Extension
Set 2.00)
SAP (x)
Tele- IS-T 472
communications (R/3
Enterpr.
Extension
Set 2.00)
SAP Utilities (x)
IS-U 472
(R/3 Enterpr.
Extension Set
2.00)
(x)
Key Account
Management
(Utilities)
SAP IS-Oil (x)
incl.
SAPKI4C074
& SAP R/3
46C
CAT Server x
3.0

SAP IPC (x) x x x (x)


4.0 4.0 4.0 4.0 4.0

October 2005 36
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Technical ICWEB EPSERV PRSERV ACMGT EPSALS MKMGT TPMGT


Component

SAP GUI 6.20 x


with CRM Add- required
On for
Segment
Builder

SAP Enterprise (x) (x) (x) (x) (x) (x) (x)


Portal
EP 5.0 or EP 5.0 or EP 5.0 or EP 5.0 or EP 5.0 or EP EP 5.0 or EP 5.0 or
EP 6.0 EP 6.0 EP 6.0 EP 6.0 6.0 EP 6.0 EP 6.0
see page 24 see page 24 see page 24 see page 24 see page 24 see page see page
24 24
Broadcast (x) *
Messaging 4.0
Server
CRM (x)
Multichannel 4.0
Interface (MCI)

* For Java Configuration Only. As of CRM 4.0 Add-On for Service Industries, you can install the non-
Java configuration of Interaction Center WebClient.

37 October 2005
Master Guide: SAP Customer Relationship Management 4.0

Technical ICWEB EPSERV PRSERV ACMGT EPSALS MKMGT TPMGT


Component
SAP Content (x)
Server

IC Web Client x
4.0*

Software Agent X
Framework 4.0*

IC Scheduling (x)
4.0*

Java Libs X
6.20**
TREX (x) x
6.1 6.1

Java Virtual (x) (x) (x)


Machine 1.3.1 1.3.1 1.4.1
mandatory if
PC UI is
used
SAP Java (x) (x) x
Connector 2.05 2.05 2.05

Mapbox (x) (x)


4.0 4.0

MS Exchange (x) (x)


Groupware MS EX 2000 MS EX 2000
Connector

Lotus Domino (x) (x)


Groupware 5.0x 5.0x
Connector

cProjects Add- x
On for CRM 3.1

SAP WFM Add- x


On 1.1

October 2005 38
Master Guide: SAP Customer Relationship Management 4.0

Technical ICWEB EPSERV PRSERV ACMGT EPSALS MKMGT TPMGT


Component
SAP CRM (x)
Intelligence 4.0
Connector
CRM Mobile (x) (x)
Client 4.0 4.0

CRM x x
Communication if Mobile if Mobile
Station 4.0 Client is Client is
used used
4.0 4.0
Internet (x) x x
Transaction 6.10 or if Mobile if Mobile
Server (ITS) higher Client is Client is
used used
4.0 4.0
SAP Mobile (x)
Infrastructure 2.1

Pocket PC for (x)


PDA

* For Java Configuration Only


** This component is not required for WebAS Java 6.40

Related Software CDs


you can find detailed information about the required software CDs/DVDs in the document Media
Information for SAP CRM 4.0 SR01 which is available in the SAP Service Marketplace at
service.sap.com/crm-inst

39 October 2005
Master Guide: SAP Customer Relationship Management 4.0

CRM 4.0 Key Capabilities


E-Commerce
CRM E-Selling
The Key Capability CRM E-Commerce 4.0 includes different E-Selling scenarios:
CRM E-Selling: The standard E-Selling infrastructure is based on a CRM Server.
E-Selling R/3 edition: This scenario does not require a CRM Server system. You can find more
information about the technical implementation in the following sections.

In CRM 4.0 SR1, SAP WebAS Java 6.40 is the standard J2EE platform.
(SAP Web AS Java 6.20 ist still supported but some of the new CRM 4.0 SR01 functions
such as Rules-based Personalization in e-Commerce and Selling via eBay (see the
information below) require SAP WebAS Java 6.40.)
Also note that SAP WebAS Java 6.40 requires J2SE 1.4.1 whereas SAP WebAS Java
6.20 requires J2SE 1.3.1.

Rules-based Personalization in e-Commerce


Rules-based Personalization enables the e-commerce b2b solution to be able to dynamically
personalize the web application based on rules that implement the business policies of the seller. It
enables the business user to easily formulate rules that can change their customers experience on their
b2b web site. It abstracts the complexity of rule writing for a business user while still providing for a
powerful framework that acts as a bridge between a technical rule and business policies.

Selling via eBay


Selling via eBay supports the auction-to-cash process by enabling companies to extend their sales
channel and sponsor online auctions of new and excess inventory, surplus goods, used assets and
time-sensitive products online. Web Auctions allow buyers and sellers to negotiate prices in real time on
a per-transaction basis. Through the auction cockpit, organizations can select products for auction,
manage auctions-specific information, schedule and publish auctions, as well as manage and monitor
ongoing auctions. Organizations can seamlessly integrate their existing SAP R/3 or mySAP CRM
environments with the worlds largest online marketplace to create and manage listings on eBay while
leveraging the E-Commerce order management and fulfillment functionality.

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Master Guide: SAP Customer Relationship Management 4.0

The following graphics show typical system landscapes for CRM E-Selling 4.0.

Minimum Infrastructure
The minimum infrastructure for CRM E-Selling 4.0 consists of a CRM Server, a SAP WebAS Java 6.40,
the TREX software and an Internet Pricing and Configurator (IPC):

TREX

Search SAP
IMS
Engine Gateway

RFC
SAP WebAS Java
Web Server CRM
Internet Sales
Web Application
HTTP CRM
SAP Server
Web Server SAP J2EE RFC
Java
PlugIn Engine
Connector

RDBMS
Product
Web Browser Catalog
Files IPC RFC

SAP
IPC Server Java
Connector

FTP/HTTP

Maximum Infrastructure
The following infrastructure provides maximum functions. It includes multiple back-end systems (SAP
APO, SAP BW and SAP R/3) as well as the SAP Guided Selling software from UBIS (third party).

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IPA Host J2EE Host

TREX
APO

UBIS IPA Search SAP


IMS
Engine Gateway

RDBMS
RFC

RDBMS
SAP WebAS
SAP CRM
BW
SAP WebAS
Web Server CRM
Java 6.40
Server
HTTP
Internet Sales RFC
Web Application RDBMS
HTTP
Web Server
Plug-In RDBMS

RDBMS
R/3 OLTP
Product RFC
Catalog Plug-In
Files IPC

SAP RDBMS
IPC Server Java
Connector

Mandatory Components
CRM Server 4.0
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

SAP WebAS Java 6.40


In CRM E-Selling, you have to install a cluster version SAP WebAS Java 6.40.
Note, that the 6.40 version of SAP WebAS Java is required if you want to use some of the new functions
of CRM 4.0 SR01 (such as Selling via Ebay or personalization functions).
However, if you do not intend to use new functions, you can also use SAP WebAS Java 6.20 which is
still supported.

Web Server Extension


On the Web server (MS IIS and Apache Web server are supported), a specific plug-in is installed. This
plug-in enables direct communication with SAP WebAS Java. In addition, a firewall can be set up
between the Web server and SAP WebAS Java in order to separate the Web server from the internal
network.

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Master Guide: SAP Customer Relationship Management 4.0

Note that in addition, an FTP service is required to transfer catalog data from the CRM Server to the
Web server. Since SAP WebAS Java does not provide FTP functions, we recommend that you use the
Web servers FTP functions (such as the MS IIS FTP service).

Java 2 SDK, Standard Edition (J2SE)


The installation of J2SE 1.4.1 is a prerequisite for the installation of SAP WebAS Java 6.40 which is
supported from CRM 4.0 SR1 onwards.

You can download the required J2SE (Java 2 Platform, Standard Edition) from the
following Web site: http://java.sun.com/products/.

If you intend to use SAP WebAS Java 6.20, J2SE 1.3.1 is required.

Internet Sales Web Application 4.0


The Internet Sales Web Application is a J2EE application that is deployed on the SAP WebAS Java.

IPC 4.0
Due to performance reasons, we recommend that you run the IPC on the same server as the SAP
WebAS Java that is used for Internet Sales.
The IPC processes product configurations and calculates product prices. In CRM E-Selling, the IPC
uses the same database as the CRM Server. If the IPC is already installed within another scenario (such
as Sales), then you can use this IPC for Internet Sales.

TREX 6.0/6.1
Text Retrieval and Information Extraction (TREX) is used for data storage and as a search module for
the run-time catalog.
If you install Internet Sales R/3 Edition on SAP Web Aplication Server 6.40, install TREX 6.1. In all
other possible installation options (CRM Backend or on a J2EE Engine 6.20), install TREX 6.0.

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

SAP Guided Selling


SAP Guided Selling (formerly known as UBIS IPA) is a third party product which is used to enable a
guided selling process in the product catalog.
It is implemented as a J2EE application that has to be deployed on the SAP WebAS Java. The
communication between Web application, administration tools and UBIS database is based on TCP/IP.
The corresponding ports are the database connector's default ports.

TeaLeaf IntegriTea 3.1


This is a third party component that you can use for Web analytics. TeaLeaf is typically installed on a
standalone Win2K Server and collects and processes Web user interaction data.

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From a technical perspective, TeaLeaf copies Web user interactions through the Java servlet 2.3 API
and sends the data over a configurable TCP/IP port to the TeaLeaf Server. By default, port 1966 is used
but other ports are possible.
The TeaLeaf IntegriTea server software uses its own ISAM database to store Web user interaction data.
The IntegriTea database is exclusively managed by TeaLeaf tools.
The TeaLeaf J2EE capture component can be deployed on all SAP J2EE supported platforms. The
TeaLeaf IntegriTea server can be upgraded independently of the SAP component.

Personalization Framework
This is an optional J2EE application that is deployed on the SAP WebAS Java.

SAP APO 3.1


You can use SAP APO for checking product availability.

SAP Business Warehouse 3.1 (SAP BW)


You can use SAP BW for Marketing Analytics.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

SAP R/3
You can use SAP R/3 for Sales and Distribution (SD) and Material Management (MM).

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Master Guide: SAP Customer Relationship Management 4.0

Role for Customer (Enterprise Portal)


You have to install the following applications for the Role for Customer:

CRM E-Selling 4.0


Related guides:
- using SAP Web AS 6.40 (recommended): CRM Java Components Installation Guide 4.0 SR01
- using SAP Web AS 6.20: CRM Java Components of E-Selling and Channel Management Installation
Guide

SAP Internet Customer Self Service 4.0


Related guide: CRM Java Components Installation Guide 4.0 SR01

SAP Financial Supply Chain Management Biller Direct 2.0


Related guide: Available on software CD.

For further information on installing the Business Package for CRM 4.0, see the installation guide:
Business Package for mySAP CRM Installation.

You can find detailed information about People-Centric CRM on page 22.

Contract Sales in Dealer Portal for


Telecommuncations
The scenario Contract Sales in Dealer Portal for Telecommunications requires the same technical
components as CRM E-Selling.

For more information about the implementation of the scenario Contract Sales in Dealer
Portal for Telecommunications, see the Master Guide SAP for Telecommunications.
You can find this Master Guides in the SAP Service Marketplace (Alias /instguides
Industry Solutions Industry Solution Master Guides):

45 October 2005
Master Guide: SAP Customer Relationship Management 4.0

Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed
Overview: Related Installation / Configuration Guides [Page 123]
1. Install CRM Server

Guide: CRM 4.0 Installation on <operating system>: <database>

2. Optional: Install R/3 System

Guide: R/3 Installation on <operating system>: <database>

3. Optional: Plug-In for OLTP R/3

For detailed information about the required R/3 Plug-In, see the SAP Service Marketplace:

http://service.sap.com/r3-plug-in

4. Install Java 2 SDK, Standard Edition (J2SE), (formerly JDK)

The installation document is part of Sun JDK

5. Install SAP WebAS Java (Cluster Version) and Internet Sales Web Application
Components

Note: If you want to use Internet Sales (E-Selling) and Internet Customer Self-Service within one
SAP WebAS Java, you have to install Internet Sales prior to Internet Customer Self Service.
Guides using SAP Web AS Java 6.40:

o Inst. Guide SAP Web AS Java 6.40 on <Operating system> : <database>

o CRM Java Components Installation Guide 4.0 SR01

Guides using SAP Web AS Java 6.20:

o CRM Web Application Installation Guide 4.0

o Java Components of E-Selling and Channel Management Installation Guide

6. Install Internet Pricing and Configurator 4.0 (IPC).

Guide: CRM Java Components Installation Guide

If the IPC is already installed within another scenario (such as Sales), then you can use this IPC
for Internet sales

7. Text Retrieval & Information Extraction (TREX)

Guide: Installing Retrieval and Classification (TREX) in a Non-Portal Environment

(Install the TREX as described in the section Installation with RFC Connection)

8. Optional: SAP Guided Selling

Guide: Third party documentation

October 2005 46
Master Guide: SAP Customer Relationship Management 4.0

9. Optional: SAP Business Connector

(Part of the SAP Business Connector Installation Guide)

10. Optional: SAP Content Server

(Part of the SAP Content Server 6.20 Installation Guide)

11. Optional: Integration of

SAP BW (SAP Help Portal)

SAP APO (SAP Help Portal)

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Master Guide: SAP Customer Relationship Management 4.0

E-Selling R/3 Edition


The following graphics show typical system landscapes for E-Selling 4.0 R/3 Edition. Note that no CRM
Server is required.

TREX 6.1

Search SAP
IMS
Engine Gateway

SAP WebAS
Web Server
RFC
R/3
SAP WebAS
Java 6.40 RFC
HTTP
Web Server PI 2004.1
PlugIn Internet Sales
Web Application
RFC

Web Browser Product RDBMS


Catalog RDBMS
Files

IPC

SAP
IPC Server Java
Connector

Note that for E-Selling R/3 Edition the optional component TREX must be on release
6.1 whereas the standard E-Selling landscape requires TREX 6.0

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Master Guide: SAP Customer Relationship Management 4.0

To implement a minimum system landscape, only the J2EE Server (including the Internet Sales Web
Application and SAP Java Connector) and an R/3 backend system (Release 4.0B or higher) are
required:

Web Server
SAP WebAS

SAP WebAS
Web Server HTTP Java 6.40
PlugIn
RFC
SAP R/3
Internet Sales
Web Application
Product
Catalog
Files
RDBMS RDBMS

Web Browser

The
E-Selling R/3 Edition can be used with different types of R/3 OLTP systems (R/3 systems with and
without plug-ins). Depending on the different kinds of back-end systems, the E-Selling R/3 Edition
supports different features:

R/3 Edition with Plug-In R/3 Edition without Plug-In

IPC-based pricing Only R/3 Pricing from the catalog


available
R/3 pricing from catalog

IPC configuration of products No configuration possible

View of billing documents View of billing documents not


possible
List of shipTos from R/3 Only soldTo as shipTo available

Search for order status and PO num Search for PO num

B2C: Credit limit check available B2C: No credit limit check available

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Master Guide: SAP Customer Relationship Management 4.0

Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed
Overview: Related Installation / Configuration Guides [Page 123]
1. R/3 System installation
Guide: R/3 Installation on <Operating System>:<Database>
2. Optional: Plug-In for OLTP R/3
You can find detailed information about the required R/3 Plug-In in the SAP Service
Marketplace:
http://service.sap.com/r3-plug-in
3. Install Java 2 SDK, Standard Edition (J2SE, formerly JDK)
The installation document is part of Sun J2SE
4. Optional: Internet Pricing and Configurator 4.0 (IPC)
(Guide: Installing the Internet Pricing and Configurator)
5. Install SAP WebAS Java Cluster Version and Internet Sales Web Application
Components
Guides using SAP Web AS Java 6.40:
o Inst. Guide Sap Web AS Java 6.40 on <Operating system> : <database>
o CRM Java Components Installation Guide 4.0 SR01
Guides using SAP Web AS Java 6.20:
o CRM Web Application Installation Guide 4.0
o Java Components of E-Selling and Channel Management Installation Guide
6. Optional: Text Retrieval & Information Extraction (TREX)
Guide: Installing Retrieval and Classification (TREX) in a Non-Portal Environment
(Install the TREX as described in the section Installation with HTTP Connection)

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Master Guide: SAP Customer Relationship Management 4.0

CRM E-Service
The following graphic shows a typical E-Service scenario:

SAP WebAS CRM Host


APO Host

SAP WebAS
Firewall

Java 6.40 SAP CRM SAP APO

Web Server
ICSS
Web Application

RDBMS
HTTP RDBMS
RDBMS

TREX Host

TREX

Search SAP
IMS
Engine Gateway

Mandatory Components
CRM Server 4.0
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

SAP WebAS Java


In CRM E-Service, you have to install a cluster version SAP WebAS Java 6.40.
Note, that the 6.40 version of SAP WebAS Java is required if you want to use some of the new functions
of CRM 4.0 SR01. However, SAP WebAS Java 6.20 is still supported.

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Java 2 SDK, Standard Edition (J2SE)


The installation of J2SE 1.4.1 is a prerequisite for the installation of SAP WebAS Java 6.40 which is
supported from CRM 4.0 SR1 onwards.

You can download the required J2SE (Java 2 Platform, Standard Edition) from the
following Web site: http://java.sun.com/products/.

If you still use SAP WebAS Java 6.20, J2SE 1.3.1 is required.

CRM ICSS 4.0


CRM ICSS (Internet Customer Self Service) is a J2EE Web application that provides Internet Self
Service functions.

TREX 6.0
TREX is used as a search and text mining engine.

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

SAP R/3 4.6C or higher


You can use SAP R/3 for CO integration.

PI 2004.1
The SAP R/3 Plug-In PI 2004.1 is an interface which enables the exchange of data between one or
multiple SAP R/3 systems and other technical components.

SAP Enterprise Portal


You can find information about SAP Enterprise Portal on page 21.

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Master Guide: SAP Customer Relationship Management 4.0

Installation Sequence
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. CRM Server Install the required languages.
Guide: EBP / CRM 4.0 Installation on Guide: Language Transport (BC-CTS-LAN)
<operating system>: <database> 6.20
2. Optional: SAP R/3 /
Guide: SAP R/3 Installation on <operating
system>: <database>
3. Optional: Plug-In for OLTP R/3 Configure the CRM Server and the OLTP R/3
System for communication (SAP Help Portal)
You can find detailed information about the
required R/3 Plug-In in SAP Service
Marketplace:
http://service.sap.com/r3-plug-in
4. Advanced Planner and Optimizer /
Guide: SAP Advanced Planner and Optimizer
Installation on <operating system>: <database>
5. Optional: SAP Enterprise Portal /
Guide:
http://service.sap.com/instguides
SAP Enterprise
6. Install SAP WebAS Java (Cluster Version) /
Guide: CRM Internet Customer Self-Service
(ICSS) Java Application Installation Guide
7. CRM ICSS
Guide: Internet Customer Self-Service (ICSS)
Java Application Installation Guide
8. TREX /
Guide: Text Retrieval & Information Extraction
for CRM Internet Sales

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Field Applications
Field Sales
The following graphics show typical system landscapes for CRM Field Sales 4.0 and the communication
between the components. Optional components are shown in a light shade.

See also the information about Mobile Sales for Handheld (which is included in the
section Enterprise Sales, page 82).

A) Typical Landscape
The Mobile Repository Server contains the Mobile Application Repository (as an MS SQL Server
database) and Mobile Application Repository services and tools (ARS Transport Service, Short-term
Lock Server, Upgrade Console).
The Mobile Development Workstation(s) contains the Mobile Application Studio and the CRM Mobile
Client. It is connected to the Mobile Client Repository Server using the Mobile Framework.
From time to time, the Mobile Clients connect to the CRM Server using a phone or a network to
exchange data accumulated and stored in queues at both ends. The connection between the Mobile
Clients and the CRM Server is established using the CRM Communication Station. Each Mobile Client
has its own database (see also the Workgroup Production Environment where only one common user
database exists on the Workgroup Server).

CRM Host

IPC
APO
Internet Pricing
and Configurator
Mobile
Mobile Client
Client
Mobile Client(s)
Mobile Client Communication
RDBMS
station
Mobile
Mobile Client
Client CRM Server
MTS
IPC
Middleware BW
MS SQL
DCOM
Connector

RDBMS RDBMS

Mobile Admin Mobile Development Mobile Repository


Workstation Workstation Server R/3
Authorization Mobile Application ARS Plug-In
Studio TAS / TOS
Management Tool
RDBMS
STLS
Mobile Client Mobile Client Short-term Lock
Server
IPC IPC
MS SQL
MS SQL
MSY
MS SQL

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Master Guide: SAP Customer Relationship Management 4.0

B) Workgroup Production Environment


In the Workgroup Production Environment, a workgroup server and multiple workgroup clients exist.
Both components can be installed with the Mobile Client setup.
The Workgroup solution allows a group of employees to share a user database and an Internet Pricing
and Configurator database on a common server. The server also contains the files required to enable
the clients to exchange data. In this case the Workgroup Server replicates data from the CRM Server.
On the workgroup server host, a central user database exists. This means that one central user
database is available for all Mobile Clients. The Mobile Clients can access the Workgroup server using a
LAN connection.

Mobile
Mobile Client
Client
Mobile
Mobile Client
Client(s)
CRM Host

Mobile Client IPC APO


IPC

Internet Pricing
Communication and Configurator
station RDBMS

MTS CRM Server


BW
Workgroup Server DCOM
Connector Middleware
ConTrans
RDBMS

IPC RDBMS
MS SQL

R/3
Mobile Admin Mobile Development Mobile Repository
Workstation Workstation Server Plug-In

Authorization Mobile Application ARS RDBMS


Management Tool Studio TAS / TOS

STLS
Mobile Client Mobile Client Short-term Lock
Server
IPC IPC MS SQL MS SQL

MSY
MS SQL

Mandatory Components
CRM Mobile Client
Field Sales users have special mobile client software and an IPC (Internet Pricing and Configurator) on
their laptops which enables them to work offline.
CRM IPC Sales Pricing Engine (IPC-SPE) and CRM IPC Sales Configuration Engine (IPC-SCE) are
Java applications that are integrated with each other and installed on the Mobile Frontend (laptop).
IPC-SCE and IPC-SPE have their own MS SQL Server database. They are automatically installed
during the CRM Mobile Client setup.

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CRM Communication Station


The CRM Communication Station acts primarily as a communication server. It transforms DCOM calls
from the CRM Mobile Clients into RFC calls and hands them to the CRM Middleware (and vice versa).

BDocModeler and Administration Console


In CRM 2.0C, these tools had to be installed on the development station host (Mobile Client
Development Workbench). From CRM 3.0 onwards, they are integrated in the CRM Server and
available as SAP transactions. Therefore, no installation tasks are required.

Mobile Development Workstation


The Mobile Application Studio resides on this Workstation.

CRM Mobile Application Studio (MAS)


MAS is an integrated development environment, which you can use to customize your CRM Mobile
Client component applications. The MAS requires a connection to the Mobile Application Repository on
the Mobile Repository Server. It also retrieves the BDoc repository changes.
The Mobile Application Studio provides the tools that are used to customize and develop each layer of
the mobile component client software. For example, adding a new information field, modifying the layout
of an existing screen, or amending the rules associated with the processing of information (this has to be
installed with the Mobile Clients Setup).

Mobile Admin Workstation


This workstation is used by the Mobile Client Administrators to configure authorizations on the Mobile
Clients. It is designated for assigning user access definitions and templates, if required, for using the
Mobile Client Application(s).
On the Mobile Admin Workstation, a Mobile Client with Internet Pricing and Configurator (IPC) is
located. Mobile System Maintenance (MSY) is a Mobile Client application that provides maintenance
functions.

Mobile Repository Server


The Mobile Application Repository resides on this server. You can install the development, test and
production environment repositories on the same server.

CRM Server 4.0


The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.
The CRM Server serves as the central data storage and distribution unit for the mobile components.
Data from all mobile clients is consolidated in one central database on the CRM Server, and replicated
to the clients according to predetermined replication rules.
The mobile components of CRM support a companys mobile sales force respectively, providing full
access to all the necessary data on laptop computers. This data is kept up to date by regular data
exchange using the middleware component of the CRM Server.
The CRM Server also handles messaging between clients and server, temporarily storing information
and guaranteeing its delivery. Data is exchanged with an OLTP R/3 system and other external systems.

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A middleware layer mainly supports the controlled data exchange with other systems such as mobile
clients, back-end systems, and data warehouses. For mobile clients in particular, a replication
mechanism ensures a consistent and up-to-date data set on the distributed local databases. Message
queuing ensures delivery and processing of data.
The BDoc Generator and the BDoc Structure Mapper are the server counterparts of the ASCII adapter
on the development station.
BDoc Generator: By calling the ASCII adapter, you can initiate a flow that calls up the BDoc
Generator for external data once the data is available in the CDB (Consolidated Database). The
BDoc Generator converts the data into BDocs (provisional business documents) based on
predefined rules.
The BDoc Structure Mapper converts the provisional business documents (BDocs) into BDocs by
means of mapping rules. These BDocs are subsequently passed to the standard flow.
Software adapters are used to connect to external systems. They map and convert data to various
formats. In addition, the CRM application components exchange data with the middleware layer using a
CRM adapter.

Internet Pricing and Configurator (IPC) 4.0


The IPC processes product configurations and calculates product prices. It is a Java application that
uses the same database as the CRM Server and is available for various Operating Systems (Windows,
Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

Advanced Planner and Optimizer (SAP APO)


You can use SAP APO for availability checks.

Mobile Client Recovery Manager


When a mobile sales user is unable to use his or her laptop, a replacement laptop may be the fastest
solution that can be provided. With the Mobile Client Recovery Manager, you can easily generate a
replacement laptop that contains your specific data.
For more information on the Mobile Client Recovery Manager, see the Appendix (page 121).

Proactive Portal Server


ProactivePortal Server is not part of the CRM delivery and must be purchased with an additional OEM
licence.The ProactivePortal Server consists of a communication server, administration server, scheduler
and content acquistion server. For more information, see the information on page 122.

OLTP R/3 System


The installation of an R/3 OLTP system is an optional step.

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Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. CRM Server Install the required languages.
Guide: EBP / CRM 4.0 Installation on Guide: Language Transport (BC-CTS-LAN)
<operating system>: <database> 6.20
2. Optional: SAP R/3 installation /
Guide: SAP R/3 Installation on <operating
system>: <database>
3. Optional: Plug-In for OLTP R/3 Configure the CRM Server and the OLTP R/3
System for communication (SAP Help Portal)
You can find detailed information about the
required R/3 Plug-In in the SAP Service
Marketplace:
http://service.sap.com/r3-plug-in
4. Internet Pricing and Configurator 4.0 (IPC) /
Guide: Installing the Internet Pricing and
Configurator
5. CRM Communication Station /
Guide: Communication Station Guide
6. Optional: ProactivePortal Server /
The ProactivePortal is not part of the CRM
delivery and must be purchased with an
additional OEM licence.
7. Mobile Repository Server /
Guide: Mobile Client Component Installation
Guide
8. Mobile Development Workstation (formerly /
known as Workbench)
Guide: Mobile Client Component Installation
Guide
9. Mobile Admin Workstation /
Guide: Mobile Client Component Installation
Guide
10. Mobile Client /
Guide: Mobile Client Component Installation
Guide
11. Optional: Integration of
/
SAP APO 3.1 (SAP Help Portal)

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For detailed information about the overall installation process, see the SAP CRM 4.0 -
Mobile Client Component Installation Guide and SAP Note 421281.

Upgrade
If you want to upgrade an existing Field Sales system landscape, see the documentation
Upgrade to mySAP CRM Field Sales 4.0.
This document is available in the SAP Service Marketplace: http://service.sap.com/crm-inst SAP
CRM 4.0 Field Sales Upgrade.
This document contains the following information:
Upgrade sequence
References to the required documentation and SAP Notes
Dependencies between components that have to be considered during the upgrade
Important upgrade information

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CRM Field Service


The following graphics provide an overview of the main components that are relevant for Field Service.
In general, there are two different types of device that service team members can use in the field,
namely mobile devices (such as laptop computers) or handheld devices (such as mobile phones with
WAP capability).

A) Infrastructure Supporting Mobile Clients


The technical integration of mobile devices is similar to Field Sales.
The service group members carry a PC application and a local database on their laptops (mobile
clients). They connect to the CRM system from time to time using a phone or network to exchange data
that is accumulated and stored in queues at both ends.
This connection is established by the CRM Communication Station, where DCOM calls from the mobile
clients are transformed into RFC calls (CRM Server-side).

APO
WFM Core

CRM Host
liveCache
Mobile Client CRM Server
Mobile
Mobile Client
Client(s)
Mobile Client Communication
station MS SQL
Mobile
Mobile Client
Client
WFM Core
MTS Add-On
IPC

MS SQL
DCOM
Connector
BW
Middleware

RDBMS

RDBMS

R/3
Mobile Admin Mobile Development Mobile Repository
Workstation Workstation Server
RDBMS
Authorization Mobile Application
ARS
Management Tool Studio TAS / TOS

STLS
Mobile Client Mobile Client
Short-term Lock
IPC Server
IPC
MS SQL
MS SQL

MSY
MS SQL

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B) Infrastructure: Mobile Service for Handheld


In this scenario, service employees use handheld devices on which the SAP Mobile Infrastructure (MI)
software is installed.
For information about the SAP Mobile Infrastructure, see page 20

HTTP CRM Host


MI Client
CRM Server APO

WFM Core RDBMS


Add-On

MI
Server BW

RDBMS
SAP Enterprise Portal

RDBMS
R/3

RDBMS

For detailed information about mobile business, see the SAP Service Marketplace:
http://service.sap.com/mobile.

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Mandatory Components
CRM Server
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

IPC
The IPC processes product configurations and calculates product prices. It is a Java application that
uses the same database as the CRM Server and is available for various Operating Systems (Windows,
Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

WFM Core
There are three different possibilities for integrating the WFM Core component into the Mobile Service
for Handheld scenario. You can:
a) Install SAP APO and use the WFM Core component that is included in SAP APO.
b) Install SAP APO and, in addition, SAP liveCache.
c) Install WFM Core as an add-on to the CRM Server. This function is new in CRM 4.0 and requires no
additional APO system.

Optional Components
SAP BW
You can use SAP Business Warehouse 3.0B or higher for Service Performance Analytics.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

SAP APO
SAP APO comprises tools for real-time planning and decision support. The Workforce Management
component (WFM Core), which is included in the Advanced Planner and Optimizer, enables the use of
an online scheduler within the liveCache (LC).
This means that only the OM layer of APO that connects the R/3 part to the liveCache component is
used for Field Service & Dispatch.

SAP liveCache
You can use SAP liveCache for Resource Planning.
SAP liveCache is part of SAP APO technology, which is a suite of supply chain planning tools for real-
time planning and decision support. Note that SAP liveCache cannot run independently of SAP APO.

CRM Mobile Client(s)


Field Service users have special mobile client software and an IPC (Internet Pricing and Configurator)
on their laptops, which enables them to work offline.

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CRM Communication Station


The CRM Communication Station acts primarily as a communication server. It transforms DCOM calls
from the mobile clients into RFC calls and hands them to the CRM Middleware (and vice versa).

BDocModeler and Administration Console


In CRM 2.0C, these tools had to be installed on the development station host (Mobile Client
Development Workbench). From CRM 3.0 onwards, they are integrated in the CRM Server and
available as SAP transactions. Therefore, no installation tasks are required.

ASCII Adapter
During data import, the ASCII Adapter takes ASCII files from a predefined input directory and converts
them into temporary files in the CDB (Consolidated Database) on the CRM Server.

Mobile Development Workstation


The Mobile Application Studio resides on this Workstation.

CRM Mobile Application Studio (MAS)


MAS is an integrated development environment, which you can use to customize your mobile client
component applications. The MAS requires a connection to the Mobile Application Repository on the
Mobile Repository Server. It also retrieves the BDoc repository changes.
The Mobile Application Studio provides the tools that are used to customize and develop each layer of
the mobile component client software. For example, adding a new information field, modifying the layout
of an existing screen, or amending the rules associated with the processing of information (this has to be
installed with the Mobile Clients Setup).

Mobile Admin Workstation


This workstation is used by the Mobile Client Administrators to configure authorizations on the Mobile
Clients. It is designated for assigning user access definitions and templates, if required, for using the
Mobile Client Application(s).
On the Mobile Admin Workstation, a Mobile Client with Internet Pricing and Configurator (IPC) is
located.
Mobile System Maintenance (MSY) is a Mobile Client application that provides maintenance functions.

SAP Mobile Infrastrcucture


For more information about the SAP Mobile Infrastructure, see page 20.

ProactivePortal Server
The ProactivePortal is not part of the CRM delivery and must be purchased with an additional OEM
licence.

SAP R/3
You can use SAP R/3 as an OLTP backend system.

SAP Enterprise Portal


For more information about the Enterprise Portal, see page 21.

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Installation Sequence
The following tables provide an overview of the main installation steps and the related documents:

Server Landscape
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. CRM Server Installing the required
languages.
Guide: CRM 4.0 Installation on <operating system>:
<database> (Guide: Language
Transport (BC-CTS-LAN)
6.210)
2. Optional: SAP R/3 /
Guide: SAP R/3 Installation on <operating system>: <database>

3. Optional: Plug-In for OLTP R/3 Configure the CRM


Server and the OLTP R/3
For detailed information about the required R/3 Plug-In, see the
System for
SAP Service Marketplace:
communication
http://service.sap.com/r3-plug-in (SAP Help Portal)

4. Optional: SAP APO installation, liveCache Installation /


Guide: SAP Advanced Planner and Optimizer Installation on
<operating system>: <database>
Note that you can install the WFM core component as an add-
on to the CRM Server. In this case, SAP APO is not required.
5. Optional: SAP Business Warehouse /
Guide: SAP Business Warehouse Installation on <operating
system>: <database>
6. CRM IPC 4.0 /
Guide: Installing the Internet Pricing and Configurator.
7. Optional: Enterprise Portal /
Guide: http://service.sap.com/instguides SAP Enterprise
Portal
8. Mobile Service for Handheld (application on Client - see
additional tables) /

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Handheld Client (PDA)


Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. Install SAP Mobile Engine (part of SAP Mobile /
Infrastructure)

2. Synchronize Applications /

Mobile Client
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. Install CRM Communication Station /

2. BackWeb ProactivePortal /
The ProactivePortal is not part of the CRM delivery and must be
purchased with an additional OEM licence.
3. Mobile Repository Server /

4. Mobile Development Workstation /

5. Mobile Admin Workstation /

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Interaction Center
A) Typical Landscape IC WinClient
The following graphic provides an overview of the main components that are relevant for the Interaction
Center (IC) WinClient:

Agent Workplace
Broadcast Messaging Server

APO
Web Server / Java
Servlet Runtime 1.3
44824

RDBMS

BW
CRM Server Host

ACD IVR CRM


Server
CTI Telephony RDBMS
Telephone Telephony Gateway
IC WinClient
System Server SAP
Framework
PBX Phone
Calls OLTP R/3

RDBMS
E-Mail SAP Plug-In
Server Connect

RDBMS
IPC

Internet Pricing
and Configurator

The CRM Server includes the IC WinClient framework and the SAP applications SAPphone and
SAPconnect.
SAPphone
SAPphone integrates telephony functions into SAP applications. This enables data exchange
between the CRM Server and telephony components.
SAPconnect
You can use SAPconnect to integrate e-mail functions into the Interaction Center. You can
easily connect external communication components to an SAP system (for example, an e-mail
server or an SMTP server) by using SAPconnect.
As an alternative, you can implement multichannel support in the Interaction Center, which is described
in the following section. For more information about the specific components, see the sections
Mandatory Components and Optional Components.

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B) Multichannel Support
The following graphic shows how you can integrate multichannel support (based on an MCIS server)
into IC WinClient:

APO
eMail Vendor
(e.g. MS Exchange)

CRM Server Host


MCIS Host RDBMS

eMail
CRM
Connector Server
CTI Vendor
(e.g. CTI Connect) BW
SAP
IC WinClient
MC Framework
Telephony MCIS
Connector

RDBMS
RDBMS

WebChat Vendor WebChat


(e.g. MS IIS) Connector
IPC
OLTP R/3
Internet Pricing
and Configurator
... Plug-In

RDBMS
...

As a vital component, you have to install the Multichannel Interface Services (MCIS) server. We
recommend that you install this component on a dedicated host. For more details, see the SAP MCIS
Installation Guide.
You can integrate telephony, e-mail, WebChat, paging, and IVR vendors into the MCIS server.
Therefore channel-specific connectors are implemented as modules within the MCIS server. For
example, an e-mail connector enables the communication to an e-mail vendor, such as MS Exchange or
Lotus Notes. For each channel from a particular vendor, a channel connector is required for interfacing
that channel with the MCIS.
The connection between the MCIS server and the CRM Server is established using the SAP Multi
Channel Interface (SAP MC), which is implemented on the CRM Server.

Note that you must register the SAP MC component by creating a unique registration key
on the server and submitting it with a registration form. This registration form is available
in SAPService Marketplace (alias /CRM-INST).
For more information about the registration process, see the SAP MCIS Installation
Guide.

For the latest information on MCIS, see SAP Note 437349 - Multichannel Interface
Services.

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Mandatory Components
CRM Server
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.
The CRM Server includes the IC WinClient framework and the SAP applications SAPphone and
SAPconnect.
SAPphone
SAPphone integrates telephony functions into SAP applications. This enables data exchange
between the CRM Server and telephony components.
SAPconnect
You can use SAPconnect to integrate e-mail functions. You can easily connect external
communication components to an SAP system (for example, an e-mail server or an SMTP
server) by using SAPconnect.

Broadcast Messaging Server


This J2EE component provides the functions for broadcasting messages from an IC WinClient
supervisor to IC WinClient agents. The Broadcast Messaging Server is a J2EE application that uses the
database of the CRM Server.

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

Telephony Gateway (Third Party)


An SAP certified telephony gateway provides communication between the phone system (or CTI) and
the CRM Server. CTI is the interface between the phone system and the telephony gateway. As of CRM
3.0 onwards, the Interaction Center includes a function called Real-Time Screen Pop.
To use this function, the following components must be installed:
SAP GUI 6.20 full installation (the standard version does not provide the TAPI control)
Telephony server to support the TAPI server

Telephony Server (Third Party)


A telephony server contains extensions that are connected to an SAP system using the same access
point (an instance of the SAPphone server, for example). The server is a logical unit that provides the
settings that are required for the connection between the SAP system and the external telephony
software.
No specific host is required for the telephony server installation. It consists of the external telephony
software, which is installed on a server (centrally), on each work center (locally), or distributed
(client/server). For example, it is possible to install the telephony server on the same host as the e-mail
server if both components support the same platforms.

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PBX (Third Party)


Private Branch Exchange (PBX) includes a telephony switch (Siemens HICOM US 300E, for example).

Multichannel Interface Server (MCIS)


The Multichannel Interface Server provides multichannel, multi-vendor support for the Customer
Interaction Center. The Multichannel Interface Server controls and coordinates channel and agent
interactions of any number of channels.

To effectively use the Multichannel Interface Server, you must purchase one or more
multichannel interface connectors. At this time, connectors are available for telephony
(CTI), chat, e-mail, and paging. For more information about connectors, see SAP Note
435542.

Internet Pricing and Configurator 4.0 (CRM IPC)


The IPC processes product configurations and calculates product prices. The IPC is a Java application
that uses the same database as the CRM Server and is available for various Operating Systems
(Windows, Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

SAP APO
SAP APO is an optional component that enables product availability checks.

For checking the product availability of telesales orders, you must integrate SAP APO.
This function is not provided in the CRM system.

SAP BW
The integration of Business Information Warehouse is an optional step.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required
You can define attributes and select key BW figures for business partners in CRM 4.0.
These figures are calculated in the Business Information Warehouse (BW), and can be
displayed in the Interaction Center. The Alert Modeler can trigger these key BW figures.
There are multiple customer properties that can be calculated in the BW system and that
are useful for interactions.

E-Mail Server
This is an Internet mail server (the Microsoft Exchange Server, a UNIX mail server, or an SMTP server,
for example).

SAP Enterprise Portal


For more information about the Enterprise Portal, see page 21.

SAP Content Server


You can use SAP Content Server to administer large amounts of documents.

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Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. CRM Server a. Install the required languages
(Guide: Language Transport (BC-CTS-
Guide: EBP / CRM 4.0 Installation on
LAN) 6.20)
<operating system>: <database>
b. Configure the Interaction Center
(Guide: Customer Interaction Center)
c. If you use the telesales functions, read
the document CRM Telesales
Implementation and Configuration - Step
by Step.
d. Integrate SAP APO (Guide: Integration of
CRM and APO-ATP)
2. Optional: SAP R/3 /
Guide: SAP R/3 Installation on
<operating system>: <database>
3. Optional: Plug-In for OLTP R/3 Configure the CRM Server and the OLTP R/3
System for proper communication:
For detailed information about the
(SAP Help Portal)
required R/3 Plug-In, see the SAP
Service Marketplace:
http://service.sap.com/r3-
plug-in
4. Optional: Internet Pricing and /
Configurator (IPC)
Guide: Installing the Internet Pricing and
Configurator. See related SAP Note
413617
5. Optional: Multichannel Interface /
Services (MCIS).
Guide: SAP MCIS Installation Guide
6. Optional: Telephony Gateway, /
Telephony Server (third-party
documentation)

7. Broadcast Messaging Server /


Guide: Broadcast Messaging Server
Installation

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8. Optional: CRM SDB Localization /


This component is required for Asian
language support.
The installation and configuration guide
is available within the installation
package. You can download the
installation package from the Web
repository of CRM 4.0 using
crm_sdb_linstall.
Guide: SDB Localization: Asian
Language Support Package

9. Optional: Integration of SAP /


Used for interactive scripting evaluation /
(SAP Library)
Used for BW key figures and Alert
Modeler / (SAP Library)

10. Optional: Installation of SAP APO /


Guide: SAP APO Installation on
<operating system>: <database>
11. Optional: Integration of SAP /
Enterprise Portal
Guide: http://service.sap.com/instguides
SAP Enterprise Portal
12. Optional: Integration of an E-Mail /
server using SAPconnect
Documentation: SAP Library, BC-SRV-
COM (communication interfaces)

13. Optional: SAP Content Server /


Guide: SAP Content Server Installation
Guide

14. Optional: Install IC Scheduling /


Guide: IC WFM Installation Guide

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C) Interaction Center - Web Client


Java Configuration (CRM 4.0 SR01)
The following graphic shows a typical, Java-based system landscape for Interaction Center Web Client:

* = 3rd party components


Agent Workplace

TREX

Search Engine

IMS
Phone Browser
APO

IC Java Components CRM Server Host RDBMS


Host
Communication Mgt.
Software* CRM Server
SAP WebAS BW
Channel Management Java
Universal Queue Interaction
Routing
SAP WebAS
Calls ABAP
IC WebClient
ICI Connector* RDBMS
Software Agent
Framework

Telephony* Broadcast OLTP R/3


IPC
Messaging Server
Email* Internet Pricing
IC Scheduling and Configurator Plug-In
SAP Connect Connector*

RDBMS RDBMS RDBMS


Chat*

RDBMS

Mandatory Components
SAP CRM Server 4.0
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

SAP Web AS Java


In the Interaction Center (IC) WebClient scenario, an instance of the SAP WebAS Java is required in
which multiple J2EE applications run. Installation of SAP Web AS Java is not required for the non-Java
configuration of Interaction Center WebClient in the Add-On release for Service Industries.

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Broadcast Messaging Server


This J2EE application provides the functions for broadcasting messages from an Interaction Center
supervisor to Interaction Center agents. The broadcast messaging server uses the database of the CRM
server. Installation of this component is not required for the non-Java configuration of Interaction Center
WebClient in the Add-On release for Service Industries.

CRM IC WebClient
IC WebClient 4.0 is a J2EE application that enables Web-based access to the Interaction Center
functions. It runs within the SAP WebAS Java and uses the database of the CRM Server to store
information. Installation of this component is not required for the non-Java configuration of Interaction
Center WebClient in the Add-On release for Service Industries.

CRM Software Agent Framework (SAF)


SAF is a J2EE application that is used for knowledge service, compilation service, intelligent
classification service and solution search. Installation of this component is not required for the non-Java
configuration of Interaction Center WebClient in the Add-On release for Service Industries.

Java Libs 6.20


The Java Libs 6.20 includes the Business Communication Broker component. This component is
manadatory only if you are installing SAP Web AS Java 6.20.

Optional Components
TREX
You can find information about the TREX search engine on page 118. We recommend that you install
TREX on a separate server machine (host) for production use due to performance and memory
demands of TREX.

SAP Enterprise Portal


You can find information about the Enterprise Portal on page 21. In general, the Enterprise Portal is an
optional component which becomes mandatory when PCUI is the standard user interface.
Note, that it is also possible to directly call PCUI from IC Web Client. However, this option is not an
alternative to the Enterprise Portal in general but only an option for Call Center agents to use additional
functions.

Interaction Center Scheduling (ICS)


ICS is a J2EE application that runs within the SAP WebAS Java.

SAP APO
You can use SAP APO for checking product availability.

SAP BW
You can use SAP BW for service performance analytics.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

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CRM IPC
The IPC processes product configurations and calculates product prices. The IPC is a Java application
that uses the same database as the CRM Server and is available for various Operating Systems
(Windows, Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

SAP R/3
You can use SAP R/3 for CO integration.

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Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed
Overview: Related Installation / Configuration Guides [Page 123]
1. Install the CRM Server
Guide: CRM 4.0 Installation on <operating system>: <database>
2. Optional: Install SAP R/3
Guide: R/3 Installation on <operating system>: <database>
3. Optional: Plug-In for OLTP R/3
For detailed information about the required R/3 Plug-In, see the SAP Service Marketplace:
http://service.sap.com/r3-plug-in
4. Optional: Install SAP APO, liveCache
Guide: SAP APO Installation on <operating system>: <database>
5. Optional: SAP Business Warehouse
Guide: SAP BW Installation on <operating system>: <database>
6. Optional: Install Enterprise Portal
See the information about the Enterprise Portal on page 21
7. Optional: Install TREX (separate host recommended)
Guide: TREX Installation Guide
8. Install SAP WebAS Java

9. Install Java Libs 6.20


(including Business Communication Broker, only required for WebAS Java 6.20)
10. Install Software Agent Framework (SAF)
This component is required for Java Configuration only.
Guide: Software Agent Framework (SAF) Release 4.0
11. Optional: Install Broadcast Messaging Server
This component is required for Java Configuration only.
Guide: Broadcast Messaging Server Installation Guide
12. Install IC Web Client
This component is required for Java Configuration only.
Guide: Interaction Center Web Client
13. Optional: Install IPC
Guide: Installing the Internet Pricing and Configurator
14. Optional: Install IC Scheduling
This component is required for Java Configuration only.
Guide: IC WFM Installation Guide

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CRM 4.0 Add-On for Service Industries (Non-java configuration)


With the service industries Add-On, a non-java version of the IC Web Client scenario is supported.
The following graphic shows the technical infrastructure of the Non-Java configuration:

Agent Workplace
TREX
* = 3rd party components
Search Engine

IMS

Phone Browser
APO

CRM Server Host


RDBMS
Communication Mgt.
Software*

Channel Management
CRM Server
BW
Universal Queue Interaction
Routing SAP WebAS
Calls ABAP
ICI Connector*
CRM Add-On RDBMS
for Service Industries

Telephony*
OLTP R/3
Email*
IPC
Plug-In
SAP Connect Connector* Internet Pricing
and Configurator
Chat* RDBMS
RDBMS
RDBMS

Mandatory Components
SAP CRM Server 4.0
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

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TREX
You can find information about the TREX search engine on page 118. We recommend that you install
TREX on a separate server machine (host) for production use due to performance and memory
demands of TREX.

SAP Enterprise Portal


You can find information about the Enterprise Portal on page 21.

SAP APO
You can use SAP APO for checking product availability.

SAP BW
You can use SAP BW for service performance analytics.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

CRM IPC
The IPC processes product configurations and calculates product prices. The IPC is a Java application
that uses the same database as the CRM Server and is available for various Operating Systems
(Windows, Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

SAP R/3
You can use SAP R/3 for CO integration.

Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed
Overview: Related Installation / Configuration Guides [Page 123]
1. Install CRM Server
Guide: CRM 4.0 Installation on <operating system>: <database>
2. Optional: Install SAP R/3
Guide: R/3 Installation on <operating system>: <database>
3. Optional: Plug-In for OLTP R/3
For detailed information about the required R/3 Plug-In, see the SAP Service Marketplace:
http://service.sap.com/r3-plug-in
4. Optional: Install SAP APO, liveCache
Guide: SAP APO Installation on <operating system>: <database>
5. Optional: SAP Business Warehouse
Guide: SAP BW Installation on <operating system>: <database>

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6. Optional: Install Enterprise Portal


See the information about the Enterprise Portal on page 21
7. Optional: Install SAP Content Server

8. Optional: Install TREX (separate host recommended)


Guide: TREX Installation Guide
9. Optional: Install IPC
Guide: Installing the Internet Pricing and Configurator

D) Interaction Center - Workforce Management


The following graphics provide an overview of the technical infrastructure of the workforce management
scenario.
For demo and test purposes, you can install all WFM components on one server machine, as follows:

WFM Scheduling
Calculation
Services
Java Server
WFM Scheduling
Pages (JSP) Application
Server
BW Host
SAP J2EE Engine

SAP Java Connector SAP BW


3.20

SAP Enterprise
Portal RDBMS

RDBMS

However, for production use and reasons of performance, it is strongly recommended to install multiple
WFM application servers and calculation servers on separate hosts, as follows:

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WFM Application
WFM Calculation
Server(s)
Application Server(s) Server(s)
Application Server(s) Application Server(s)
Application Server(s)
Interaction
Center 4.0 Calculation and
Status Requests IC Scheduling
Dispatch
Server
IC Scheduling
Application
Server IC Scheduling
Calculation
Schedules and Services
Status Messages
Java Server SAP J2EE Engine
Pages (JSP) SAP J2EE Engine

SAP Java Connector


SAP Java Connector
SAP Enterprise
Portal 5.0

RDBMS
Volume Data
BW Host

SAP BW

RDBMS

For more information about possible distribution scenarios, see the IC Workforce Management
installation guide.

Mandatory Components
WFM Application Server
The WFM application server is a J2EE application. It requires the IC Managers Portal to be installed
and provides the means by which the user interacts with the system.
Agent data, work rules, and availabilities are all defined using the application server. Users can issue
calculation and status requests, and view the results of those requests.

WFM Calculation Server


The calculation server is a J2EE application that takes data such as volume forecasts, planned events,
agent availabilities, work rules, and other parameters. It uses them to produce a mathematically
optimized Interaction Center Schedule that best balances workload requirements and constraints.

SAP Business Warehouse (SAP BW)


You can use SAP BW for reporting purposes. Additionally, BW can be configured to provide volume
data used by IC WFM for forecasting purposes.

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Enterprise Portal
User access to IC scheduling is realized through the Enterprise Portal. The required iViews can be
downloaded from http://www.iviewstudio.com/.
For more information about the Enterprise Portal, see page 21.

Installation Sequence
The following table provides an overview of the main installation steps. The two components can be run
in any order.
The installation runs separately on each machine that is housing the component or components.
Additional technical configuration is required to complete the installation process, and is defined in the
post-installation steps of the Installation Guide.

Product To Be Installed
Overview: Related Installation / Configuration Guides [Page 123]
1. Identify the application server where the Portal Server is located.

2. Identify the application server where the Calculation Server is located (unless they are on
the same machine, in which case the installation process handles it automatically).

3. Review default settings for calculation servers and change, if necessary.

E) Interaction Center for Automotive


You can copy vehicle data from SAP DIMP 4.71 to SAP CRM and use this data in the Interaction Center
for Automotive. For more information, see SAP for Discrete Industries and Mill Products - Master Guide
in the SAP Service Marketplace at service.sap.com/instguides -> Industry Solutions -> Industry
Solution Master Guide.
For the implementation of the Interaction Center for Automative, the same software components are
required as for the standard interaction center (page 66)

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Sales
Account Management
The following graphic shows a typical system landscape for CRM Account Management.

CRM Host BW Host

SAP Enterprise Portal

CRM SAP
Server Business
Warehouse

RDBMS RDBMS

Mandatory Components
CRM Server
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

SAP BW 3.1
On the SAP BW server, you can create reports and replicate them to the users who are working offline
and using the middleware. The BW analysis is replicated as MS Excel spreadsheets and made available
in the component reports.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

SAP Enterprise Portal


For more information about the Enterprise Portal, see page 21.

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Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

Enterprise Sales (Including Mobile Sales for


Handheld)
The following graphic shows a typical system landscape for CRM Enterprise Sales including Mobile
Sales for Handheld:

MS Exchange Lotus Domino


Server Server
APO
WFM Core
Mobile Engine
MS Exchange Lotus Domino Client
Groupware Groupware RDBMS
Connector Connector

Live Cache

CRM Host
SAP DB
CRM Server
MapBox
Mobile Engine
Server BW

SAP Java
Connector RDBMS
RDBMS

IPC
OLTP R/3
Internet Pricing
and Configurator Plug-In

SAP Enterprise Portal


RDBMS

For detailed information about mobile business, see the SAP Service Marketplace:
http://service.sap.com/mobile.

Mandatory Components
CRM Server
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

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PI 2004.1
The SAP R/3 Plug-In PI 2004.1 is an interface which enables the exchange of data between one or
multiple SAP R/3 systems and other mySAP.com components.

SAP BW
The installation of an SAP Business Information Warehouse server is optional. On the SAP BW server,
you can create reports and replicate them to the users who are working offline and using the
middleware. The BW analysis is replicated as MS Excel spreadsheets and made available in the
component reports.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

CRM IPC
The IPC processes product configurations and calculates product prices. The IPC is a Java application
that uses the same database as the CRM Server and is available for various Operating Systems
(Windows, Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

SAP R/3
The installation of SAP R/ with SCM, CO, and FI-CA is an optional step.

SAP APO
SAP APO comprises tools for real-time planning and decision support. The Workforce Management
component (WFM Core), which is included in the Advanced Planner and Optimizer, enables the use of
an online scheduler within the liveCache (LC).

SAP liveCache
The liveCache is part of SAP APO technology, which is a suite of supply chain planning tools for real-
time planning and decision support. ATP (available-to-proMObimise), as well as production planning and
detailed scheduling, benefit from the performance boost enabled by liveCache.

Enterprise Portal
For more information about the Enterprise Portal, see page 21.

SAP Mobile Infrastructure


For information about SAP Mobile Infrastructure, see page 20.

MapBox
This component is an XML-based mapping framework that is used by the SyncPoint [Ext.]. It
uses a set of predefined rules to process data that enters it. This type of predefined rule is known
as a MapScenario.The MapBox is controlled by an environment that will determine how the processing
happens

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at runtime. This controlling environment is known as the Mapcase.


Presently, MapBox is used by the Groupware Adapter (which is part of the SyncPoint) to
convert Business Partner and Activities information into data that can be used by Groupware
applications such as Microsoft Exchange 2000 and Lotus Domino.

Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. CRM Server Install the required languages.
Guide: CRM 4.0 Installation on <operating Guide: Language Transport (BC-
system>: <database> CTS-LAN) 6.20
2. Optional: R/3 Installation
Guide: SAP R/3 Installation on <operating /
system>: <database>)
3. Optional: Plug-In for OLTP R/3 Configure the CRM Server and the
OLTP R/3 System for
For detailed information about the required R/3
communication (SAP Help Portal).
Plug-In, see the SAP Service Marketplace:
http://service.sap.com/
r3-plug-in
4. Optional: Install industry-specific add-ons in
the SAP R/3 or SAP R/3 Enterprise system
/
See the information in the section optional
components SAP R/3.
5. Optional: SAP APO, liveCache Installation
Guide: SAP Advanced Planner and Optimizer /
Installation on <operating system>: <database>
6. Install SAP BW /
Guide: Business Information Warehouse
Installation on <Platform>: <Database> Release
Installation
7. Internet Pricing and Configurator (IPC) /
Guide: Installing the Internet Pricing and
Configurator
8. Optional: SAP Mobile Infrastructure, /
Handheld Sales Application
9. Optional: MapBox, Connector, Groupware /
server, Groupware Client
Guide: MapBox Installation Guide

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Intellectual Property Management


The Implementation is similar to Enterprise Sales (page 82)

If you use the industry scenario Intellectual Property Management, SAP R/3
Enterprise 4.7 with Extension Set 1.10 and SAP Media is required.
For more information, see the Master Guide SAP for Media Using SAP Media 4.71.
You can find this Master Guides in the SAP Service Marketplace (Alias /instguides
Industry Solutions Industry Solution Master Guides):

Sales Against Contract


The Implementation is similar to Enterprise Sales (page 82)

If you use the industry scenario Sales against Contract, SAP R/3 46C including R/3
Support Package 43 is required as a mandatory component. You also have to install IS-
Oil 46C up to CRT 74 (SAPKI4C074)

Contracts & Chargeback (Pharma)


Mandatory Components
CRM Server 4.0
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

CRM Add-On for Service Industries


This is an ABAP Add-On that has to be installed on the CRM server.

PI 2004.1
The SAP R/3 Plug-In PI 2004.1 is an interface which enables the exchange of data between one or
more SAP R/3 systems and other mySAP.com components.

CRM IPC 4.0


The IPC is used for pricing, configuration and tax determination. The IPC is a Java application that uses
the same database as the CRM Server and is available for various Operating Systems (Windows,
Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

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SAP R/3
The following R/3 versions are supported:
SAP R/3 4.7 including Extension Set 1.1 and Extension EA-APPL
4.6C (ABA, BASIS & APPL)

Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. R/3 Installation /
Guide: SAP R/3 Installation on <operating system>:
<database>)

2. Plug-In for OLTP R/3 Configure the CRM Server and


the OLTP R/3 System for
For detailed information about the required R/3 Plug-In,
communication (SAP Help
see the SAP Service Marketplace (alias /r3-plug-in)
Portal).

3. CRM Server Install the required languages.


Guide: CRM 4.0 Installation on <operating system>: Guide: Language Transport (BC-
<database> CTS-LAN) 6.20/

4. Internet Pricing and Configurator (IPC) /


Guide: Installing the Internet Pricing and Configurator

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Contract Mangement & Leasing


Mandatory Components
CRM Server
The CRM Server is used for financing products, quote and contract management, masteragreements,
contract change management, iobject / iBase integration and periodic billing.
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

CRM Add-On for Service Industries


This is a mandatory ABAP Add-On that has to be installed on the CRM server.

SAP EBP
SAP EBP is required for Vendor invoice verification.

CRM IPC
The IPC processes product configurations and calculates product prices. The IPC is a Java application
that uses the same database as the CRM Server and is available for various Operating Systems
(Windows, Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

SAP R3 4.6C + LAMACC 463 or R3 Enterprise 4.7 + E-Set 2.0


You must either install an R/3 system 4.6C with the LAMACC 463 Add-On or SAP R/3 Enterprise 4.7
with Extension Set 2.0 for Business Partner Replication, Leasing Accounting Engine, Accounts Payable,
Accounts Receivable, General Ledger and Taxes.

Optional components
SAP BW 3.1
You can use SAP BW 3.1 for reporting functions.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

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Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. Install SAP R/3 4.6C Install the LAMACC 463 Add-On on SAP R/3
4.6C
or
or
SAP R/3 Enterprise 4.7
the Extension Set, if SAP R/3 Enterprise is
Guide: SAP R/3 Installation on <operating
used
system>: <database>
2. Plug-In for OLTP R/3 Configure the CRM Server and the OLTP R/3
System for communication (SAP Help Portal)
You can find detailed information about the
required R/3 Plug-In in the SAP Service
Marketplace:
http://service.sap.com/r3-plug-in

3. CRM Server Install the required languages.


Guide: EBP / CRM 4.0 Installation on Guide: Language Transport (BC-CTS-LAN)
<operating system>: <database> 6.20

4. Internet Pricing and Configurator (IPC) /


Guide: Installing the Internet Pricing and
Configurator

5. SAP Business Warehouse


Guide: SAP BW Installation on <operating
system>: <database>

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Value-based Detailing (Pharma)


The implementation of thje scenario Value-based Detailing follows the implementations of CRM
Enterprise Sales (page 82), CRM Marketing (page 105), CRM Interaction Center (page 66), CRM
Account Management (page 81) and CRM Field Sales (page 54).

Channel Sales for SemiCo


Technical Infrastructure
The system landscape is similar to Field Sales (page 54).

Mandatory Components
CRM Server 4.0
The CRM Server is used for Sales Order Processing, Opportunity Management and Contract
Management. The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

PI 2004.1
The SAP R/3 Plug-In PI 2004.1 is an interface which enables the exchange of data between one or
more SAP R/3 systems and other mySAP.com components.

CRM IPC
The IPC is used for pricing, configuration and tax determination. The IPC is a Java application that uses
the same database as the CRM Server and is available for various Operating Systems (Windows,
Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

SAP BW
SAP BW is used for Sales Performance Analytics.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

SAP SEM
SAP SEM is installed as an add-on to the SAP BW system. It is required for Sales Planning.

SAP R/3
SAP R/3 is required for SD, FI and ICM Engine (optional).

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CRM Mobile Client(s)


Field Service users have a special mobile client software and an IPC (Internet Pricing and Configurator)
on their laptops, which enables them to work offline.
CRM IPC Sales Pricing Engine (IPC-SPE) and CRM IPC Sales Configuration Engine (IPC-SCE) are
Java applications that are integrated with each other and installed on the mobile front end (laptop). IPC-
SCE and IPC-SPE have their own MS SQL Server database, and are automatically installed during the
mobile client setup.

CRM Communication Station


The CRM Communication Station acts primarily as a communication server. It transforms DCOM calls
from the mobile clients into RFC calls and hands them to the CRM Middleware (and vice versa).

BDocModeler and Administration Console


In CRM 2.0C, these tools had to be installed on the development station host (Mobile Client
Development Workbench). From CRM 3.0 onwards, they are integrated in the CRM Server and are
available as SAP transactions. Therefore, no installation tasks are required.

ASCII Adapter
During data import, the ASCII Adapter takes ASCII files from a predefined input directory and converts
them into temporary files in the CDB (Consolidated Database) on the CRM Server.

Mobile Development Workstation


The Mobile Application Studio resides on this Workstation.

CRM Mobile Application Studio (MAS)


MAS is an integrated development environment, which you can use to customize your mobile client
component applications. The MAS requires a connection to the Mobile Application Repository on the
Mobile Repository Server. It also retrieves the BDoc repository changes.
The Mobile Application Studio provides the tools that are used to customize and develop each layer of
the mobile component client software. For example, adding a new information field, modifying the layout
of an existing screen, or amending the rules associated with the processing of information (this has to be
installed with the Mobile Clients Setup).

Mobile Admin Workstation


This workstation is used by the Mobile Client Administrators to configure authorizations on the Mobile
Clients. It is designated for assigning user access definitions and templates, if required, for using the
Mobile Client Application(s).
On the Mobile Admin Workstation, a Mobile Client with Internet Pricing and Configurator (IPC) is
located. MSY (Mobile System Maintenance) is a Mobile Client application that provides maintenance
functions.

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

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The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. Install SAP R/3 /
Guide: SAP R/3 Installation on <operating
system>: <database>
2. Plug-In for OLTP R/3 Configure the CRM Server and the OLTP
R/3 System for communication (SAP Help
You can find detailed information about the
Portal)
required R/3 Plug-In in the SAP Service
Marketplace:
http://service.sap.com/r3-plug-in
3. CRM Server Install the required languages.
Guide: EBP / CRM 4.0 Installation on Guide: Language Transport (BC-CTS-
<operating system>: <database> LAN) 6.20
4. Internet Pricing and Configurator 4.0 (IPC) /
Guide: Installing the Internet Pricing and
Configurator
5. SAP Business Warehouse
Guide: SAP BW Installation on <operating
system>: <database>
6. SEM installation (Add-On to SAP BW)
7. CRM Communication Station /
Guide: Communication Station Guide
8. Mobile Repository Server /
Guide: Mobile Client Component Installation
Guide
9. Mobile Development Workstation (formerly /
known as Workbench)
Guide: Mobile Client Component Installation
Guide
10. Mobile Admin Workstation /
Guide: Mobile Client Component Installation
Guide
11. Mobile Client /
Guide: Mobile Client Component Installation
Guide

For detailed information about the overall installation process, see the SAP CRM 4.0 -
Mobile Client Component Installation Guide and SAP Note 421281.

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Incentive and Commission Management


Incentive & Commission Management is used for aligning and motivating the sales team. It comprises
the following:
ICM application residing in the R/3 Enterprise extension, complete with flexible rules engine, role-
based content for Commission Administrators and Commission Clerks, and optional interfaces to FI
A/P, HR, or to third party systems for payout disbursement.
Data transport service between the ICM application in R/3 Enterprise and BW and CRM for
migrating transaction data. This transport also utilizes the ICM application interface for automatically
calculating commission results.
Portal iViews and a Commission Simulation iView providing reward visibility to Sales Reps, Sales
Managers, and Agents.
Pre-configuration content applied as a package during implementation.

Technical Infrastructure
The following graphic shows the technical infrastructure for Incentive and Commission Management:

SP R/3 R/3
Enterprise
FI
CRM Server Host FI - ICM
Extension HR
1.1
CRM
Server
RDBMS
SAP ABAP Engine

BW Host
SAP J2EE Engine

SAP Java Connector


SAP
Business
RDBMS Warehouse

SAP Enterprise Portal 5.0 RDBMS

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Mandatory Components
CRM Server 4.0
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

SAP R/3 Enterprise


On the SAP R/3 Enterprise system, the ICM application is available as part of the software component
EA-APPL within SAP Financial Extension 1.1 SP10 or higher. EA-APPL must be at a minimum
level of 0010.

Pre-configured Content
Pre-configuration content is provided as part of the initial application implementation. The pre-
configuration steps are outlined within the SAP Library under Customer Relationship Management
CRM Incentive and Commission Management CRM Incentive and Commission Management Initial
Set-up for CRM-ICM Preconfiguring the ICM Engine. Once the Solution Manager has been
implemented, you access Preconfiguring the ICM Engine through the Solution Manager rather than the
SAP Library.

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

SAP R/3 or SAP R/3 Enterprise for mySAP Payroll or mySAP


Financials A/P
SAP R/3 provides Settlement/Disbursement. The ICM application in R/3 Enterprise provides interfaces
to these or third party systems.

SAP BW
SAP BW is used optionally as a source of transaction data and also contains a new CRM-ICM InfoCube
that pairs calculated commission results with the original CRM (or BW) transaction data.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

Business Package mySAP CRM 4.0


Enterprise Portal provides access to Incentive/Commission information through iViews. The required
iViews are downloaded through iView Studio (www.iviewstudio.com). Any supported Web server can be
used. Requires Roles of Sales Manager and Sales Representative.

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Installation Sequence
Incentive and Commission Management does not require a specific installation sequence.

Service
CRM Enterprise Service
The following graphic provides an overview of the technical infrastructure:

CRM Server Host


APO
IPC
Internet Pricing
and Configurator
RDBMS

CRM Server BW

SAP J2EE Engine

SAP Enterprise Portal RDBMS


SAP ABAP Engine

R/3
RDBMS
Plug-In

RDBMS

Mandatory Components
CRM Server
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

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Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

SAP BW
On the SAP BW Server, you can create reports and replicate them to the users who are working offline
and using the CRM Middleware. The BW analysis is replicated as MS Excel spreadsheets and made
available in the component reports.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

SAP APO
You can use SAP APO for ATP checks.

Internet Pricing and Configurator (IPC)


The IPC processes product configurations and calculates product prices. The IPC is a Java application
that uses the same database as the CRM Server and is available for various Operating Systems
(Windows, Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

SAP R/3
The installation of an R/3 OLTP system is an optional step.

Enterprise Portal
For more information about the Enterprise Portal, see page 21.

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Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. CRM Server Installing the required languages.
Guide: EBP / CRM 4.0 Installation on <operating Guide: Language Transport (BC-
system>: <database> CTS-LAN) 6.20
2. Optional: SAP R/3 /
Guide: SAP R/3 Installation on <operating
system>: <database>

3. Optional: Plug-In for OLTP R/3 Configure the CRM Server and
the OLTP R/3 System for
For detailed information about the required R/3
communication (SAP Help
Plug-In, see the SAP Service Marketplace:
Portal)
http://service.sap.com/r3-plug-in

4. Optional: SAP BW 3.0B /


Guide: SAP BW Installation on <operating
system>: <database>

5. Optional: SAP APO /


Guide: SAP APO Installation on <operating
system>: <database>

6. Optional: Internet Pricing and Configurator (IPC) /


Guide: Installing the Internet Pricing and
Configurator

7. Optional: Integration of SAP Enterprise Portal


Guide: http://service.sap.com/instguides /
SAP Enterprise Portal
8. Optional: CAT Server for Printing PDF, process /
special XSLT programs
Guide: SAP Note 687094, Installation Guide SAP
CAT Server for CRM 4.0

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Constituent Services
Mandatory Components
CRM Server
The CRM Server is used for Web requests, request processing and billing. It is based on SAP Web AS
ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

CRM Add-On for Service Industries


This is a mandatory ABAP Add-On that has to be installed on the CRM server.

Optional Components
CRM IPC
The IPC calculates fees. The IPC is a Java application that uses the same database as the CRM Server
and is available for various Operating Systems (Windows, Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

R/3 Enterprise 4.7 + E-Set 1.10 or R/3 Enterprise 4.6C SR2


You can use SAP R/3 Enterprise for business partner replication.

IS-PS-CA 4.71 or IS-PS-CA 4.64


You can use the IS-PS-CA Add-On for business partner replication, replication of business agreement
and citizen account management.

PI 2004.1
If you use SAP R/3 Enterprise, you must install the OLTP Plug-In in the R/3 system to enable
communication between the CRM Server and the R/3 system. This is a prerequisite for business partner
replication, replication of business agreement to citizen account, and posting of billing documents to
citizen account.

FSCM-Biller Direct
This is a Java component that is used for online bill presentment and payment.

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Installation Sequence
The following table provides an overview of the main installation steps and the related documents:

Product To Be Installed
Overview: Related Installation / Configuration Guides [Page 123]
1. Optional: Install SAP R/3 Enterprise
Guide: SAP R/3 Enterprise Installation on <operating system>: <database>
2. Optional: Install Extension Set

3. Optional: Install IS-PS-CA

4. Optional: Plug-In for OLTP R/3


For detailed information about the required R/3 Plug-In, see the SAP Service Marketplace:
http://service.sap.com/r3-plug-in
5. Install CRM Server
Guide: CRM 4.0 Installation on <operating system>: <database>
6. Optional: Install IPC
Guide: Installing the Internet Pricing and Configurator
7. Optional: Install Biller Direct

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Case Management for Public Sector


Mandatory Components
CRM Server
The CRM Server is based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

CRM IPC
The IPC provides pricing functions. It is a Java application that uses the same database as the CRM
Server and is available for various Operating Systems (Windows, Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

R/3 Enterprise 4.7 with Extension Set 1.10 or R/3 Enterprise 4.6C SR2
You can use SAP R/3 Enterprise for business partner replication.

IS-PS-CA 4.71 or IS-PS-CA 4.64


You can use the IS-PS-CA Add-On for business partner replication and citizen account management.

Plug-In for OLTP 2004.1


If you use SAP R/3 Enterprise, you must install the OLTP Plug-In in the R/3 system to enable
communication between the CRM Server and the R/3 system. This is a prerequisite for Business
Partner Replication and Replication of Business Agreement to Citizen Account.

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Installation Sequence
The following table provides an overview of the main installation steps and the related documents:

Product To Be Installed
Overview: Related Installation / Configuration Guides [Page 123]
1. Optional: Install SAP R/3 Enterprise
Guide: SAP R/3 Enterprise Installation on <operating system>: <database>
2. Optional: Install Extension Set 1.10

3. Optional: Install IS-PS-CA

4. Optional: Plug-In for OLTP R/3


For detailed information about the required R/3 Plug-In, see the SAP Service Marketplace:
http://service.sap.com/r3-plug-in
5. Install CRM Server
Guide: CRM 4.0 Installation on <operating system>: <database>
6. Optional: Install IPC
Guide: Installing the Internet Pricing and Configurator

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CRM Professional Service


The following graphic shows a typical infrastructure for CRM Professional Service.

SAP BW
SAP Enterprise
Portal CRM Host
RDBMS
CRM Server

cProjects
SAP Java
Add-On SAP R/3
Connector

PS/CO/FI/SD
MapBox WFM Core
Add-On

MS Exchange Lotus Domino


Groupware Groupware RDBMS
Connector Connector
RDBMS

SAP R/3

HR
MS Exchange Lotus Domino
Server Server

RDBMS

Mandatory Components
CRM Server
The CRM Server is based on SAP Release 6.20 (SAP Web Application Server).

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000 or dedicated UNIX platforms.
An installation on Windows NT is not supported.

CRM Add-On for Service Industries


This is a mandatory ABAP Add-On that has to be installed on the CRM server.

cProject Suite
cProjects is installed as an Add-On on the CRM Server.

See also the Master Guide mySAP PLM using SAP cProject Suite 3.1 which is available
in the SAP Service Marketplace: service.sap.com/PLM-INST

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SAP R/3 or R/3 Enterprise


You can use SAP R/3 for PS, FI, CO and SD functions. If you plan to use HR functions, which is optional
for the scenario, the system must be on the patch level R/3 4.6C SP70 (or higher) or R/3 Enterprise.
Alternatively HR can be installed on a separate instance.

PI 2004.1
The SAP R/3 Plug-In PI 2004.1 is an interface which enables the exchange of data between one or
more SAP R/3 systems and other SAP components. It is installed on the R/3 system

WFMCore
The WFM Core Add-On is installed on the CRM Server. It is used for project-based resources allocation.

Optional Components
General Components
SAP BW
You can use SAP BW 3.1 Content (including SAP BW 3.1and BI CONT 3.20) for reporting of opportunity
management, project management, project resource planning and engagement management.

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

SAP Enterprise Portal


We recommend that you install SAP Enterprise Portal on a dedicated host.

Business Package - Professional Services 50.2


Prerequisite: The following business packages were already installed on the Enterprise Portal:

Employee Self-Service 4.6C - 4.7 50.4

Projects 50.3

SAP CRM 4.0 50.1.1


Afterwards, install the Business Package Professional Services 50.2.
An Internet Transaction Server (ITS) is required, if you want to call SAP transactions directly
using the HTML GUI.

Components for Groupware Integration


MapBox
This component is an XML-based mapping framework that is used by the SyncPoint. The MapBox uses
a set of predefined rules to process data that enters it. This predefined rule is known as a MapScenario.
The MapBox is controlled by an environment that determines how the processing happens at runtime.
This controlling environment is known as the Mapcase.

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Java Virtual Machine


Java Virtual Machine with support for J2SE 1.3.1 is required for the MapBox installation.

SAP Java Connector


The SAP Java Connector is required to establish a connection between MapBox and the CRM Server.

MS Exchange Groupware Connector (MS EX2000)


Using the MS Exchange Groupware Connector, you can connect an MS Exchange server to the
MapBox component.

Lotus Domino Groupware Connector 5.0 or Higher


Using the Lotus Domino Groupware Connector, you can connect a Lotus Domino server to the MapBox
component.

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Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. CRM Server Installing the required languages.
Guide: EBP / CRM 4.0 Installation on <operating Guide: Language Transport (BC-
system>: <database> CTS-LAN) 6.20
2. Install cProject Suite 3.10 Add On in the CRM 4.0 /
system

3. Install SAP R/3 /


Guide: SAP R/3 Installation on <operating
system>: <database>

4. Optional: Install SAP ITS 6.10 or higher /

5. Plug-In for OLTP R/3 Configure the CRM Server and the
OLTP R/3 System for
For detailed information about the required R/3 Plug-
communication (SAP Help Portal)
In, see the SAP Service Marketplace:
http://service.sap.com/r3-plug-in

6. Optional: SAP BW 3.1 Content /


Guide: SAP BW Installation on <operating
system>: <database>

7. Optional: Install and configure the groupware /


connection
Guide: The SAP CRM Groupware Connector
Installation

8. Optional: Install Business Packages


Integration of SAP Enterprise Portal
Guide: http://service.sap.com/instguides
SAP Enterprise Portal

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Marketing
CRM Marketing Management
The following graphic shows a standard system landscape:

SAP WebAS
Java CRM Host

Intelligence IPC
Connector Internet Pricing BW
and Configurator
Mobile
Mobile Client
Client SEM Add-On
Mobile Client(s)
Mobile Client
Basis Plug-In
Mobile
Mobile Client
Client Communication
station
IPCIPC
MTS RDBMS
CRM
MS SQL DCOM Server
Connector

R/3
RDBMS
Plug-In

Mobile Admin
Mobile Development Mobile Repository
Workstation
Workstation Server RDBMS
Authorization Mobile Application ARS
Management Tool Studio TAS / TOS

STLS SAP Enterprise


Mobile Client Mobile Client Short-term Lock Portal
IPC Server
IPC
MS SQL MS SQL
MSY
MS SQL

Mandatory Components
CRM Server
The CRM Server is based on SAP Release 6.20 (SAP Web Application Server).

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000 or dedicated UNIX platforms.
An installation on Windows NT is not supported.

PI_BASIS 2004.1
The PI_Basis Plug-In is required for communication between SAP Business Warehouse and the CRM
System.

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SAP BW
SAP Business Warehouse is required for CRM Analytics, Marketing Analytics, Collaborative Lead
Management and External List Management

If you use the the Business Productivity Pack, SAP BW 3.5.2 is required

CRM IPC
The Internet Pricing and Configurator (IPC) is used for Campaign Execution (Pricing, Configuration, tax
determination and Surveys). It is a Java application that uses the same database as the CRM Server
and is available for various Operating Systems (Windows, Solaris, HP-UX, AIX, Linux).

For more information about supported platforms, see SAP Note 429067

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

SAP CRM Intelligence Connector


From a technical point of view, the CRM Intelligence Connector is a J2EE application that typically runs
within the SAP WebAS Java. It requires SAP Java Connector and a JDBC driver.
From a business point of view, the CRM Intelligence Connector provides the operational processes with
the Real-Time Analytics service.
It allows the user to administer and manage large numbers of predictive models and key performance
indicators (KPIs) obtained from multiple sources.

SAP WebAS Java


The SAP WebAS Java is required to run the SAP CRM Intelligence Connector.

SAP Enterprise Portal


The Enterprise Portal is used for Collaborative Lead Management.

SAP SEM
You can use SEM for Key Figure Planning.

CRM Communication Station


The CRM Communication Station acts primarily as a communication server. It transforms DCOM calls
from the mobile clients into RFC calls and hands them to the CRM Middleware (and vice versa).

CRM Mobile Client


The CRM Mobile Client is used for Campaign execution and maintenance of Business Partner
Marketing Attributes.

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SAP APO
You can use SAP APO for integrating marketing campaigns with SCM Demand Planning. If you use
SAP APO in this scenario, you must also install the SAP liveCache component.

SAP liveCache
The SAP liveCache component is mandatory if you use SAP APO for CRM Marketing.
SAP liveCache is part of SAP APO technology, which is a suite of supply chain planning tools for real-
time planning and decision support. Note, that SAP liveCache cannot run independently of SAP APO.

SAP R/3 with PS, FI, CO-PA


Campaign transfer to R/3 is possible with R/3 4.0B, the assignment of sales orders to marketing
campaigns with related BW Reporting regarding target costs against actual costs is supported in R/3
4.5B and later.

A precondition for R/3 releases less than or equal to 4.6B is the implementation of SAP
Note 210104.

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CRM Trade Promotion Management


The following graphic shows a system landscape for CRM Trade Promotion Management:

CRM Host

IGS
Internet Graphics
Server BW
Mobile
Mobile Client
Client SEM Add-On
Mobile Client(s)
Mobile Client IPC
Internet Pricing Basis Plug-In
Mobile
Mobile Client
Client Communication
and Configurator
station
IPCIPC
MTS RDBMS

MS SQL DCOM CRM


Connector Server
APO
RDBMS

Mobile Admin
Workstation
Mobile Development Mobile Repository RDBMS
Workstation Server
Authorization Mobile Application ARS
Management Tool TAS / TOS R/3
Studio

STLS Plug-In
Mobile Client Mobile Client Short-term Lock
IPC Server
IPC
MS SQL MS SQL RDBMS
MSY
MS SQL

Mandatory Components
CRM Server
The CRM Server is based on SAP Release 6.20 (SAP Web Application Server). It is used for
Promotion Master Data, Planning Integration, Condition Generation and CRM Order (optional).

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

SAP R/3
You can use SAP R/3 for Order Execution, Billing and Rebate Settlement.

PI 2004.1
The SAP R/3 Plug-In PI 2004.1 is an interface which enables the exchange of data between one or
more SAP R/3 systems and other mySAP.com components. For example, it is required for the transfer
of conditions and rebate agreements from CRM to R/3.

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SAP BW
SAP Business Warehouse is used for data modeling of business content

SAP SEM
SEM 3.5 is installed on SAP Business Warehouse as an add-on. It is used for Promotion Planning and
Simulation.

SAP GUI 6.20 with CRM Add-On


This frontend component is required for the segment builder.

Optional Components
CRM Mobile Client
The Mobile Client component is used for offline planning and surveys.

CRM Communication Station


The CRM Communication Station acts primarily as a communication server. It transforms DCOM calls
from the mobile clients into RFC calls and hands them to the CRM Middleware (and vice versa).

SAP APO
SAP Advanced Planner and Optimizer (SAP APO) is used for integrating marketing campaigns with
SCM Demand Planning

SAP Internet Pricing and Configurator


This is an optional component that is used for CRM Order.

Enterprise Portal
For more information about the Enterprise Portal, see page 21.

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Installation Sequence
The following table provides an overview of the main installation steps and the related documents:
Product To Be Installed Subsequent Steps
Overview: Related Installation / Configuration Guides [Page 123]
1. CRM Server Basis Plug-In installation
Guide: EBP / CRM 4.0 Installation on <operating Install the required
system>: <database> languages. Guide: Language
Transport (BC-CTS-LAN)
6.20
2. Install SAP R/3 or R/3 Enterprise /
Guide: SAP R/3 Installation on <operating
system>: <database>

3. Plug-In for OLTP R/3 Configure the CRM Server and the
OLTP R/3 System for communication
For detailed information about the required R/3
(SAP Help Portal)
Plug-In, see the SAP Service Marketplace:
http://service.sap.com/r3-plug-in

4. SAP BW /
Guide: SAP BW Installation on <operating
system>: <database>

5. SAP SEM /
SEM is installed as an add-on to the SAP BW
System.
6. Optional: APO /
Guide: SAP APO Installation on <operating
system>: <database>
7. Optional: Integration of SAP Enterprise Portal /
Guide: http://service.sap.com/instguides
SAP Enterprise Portal
8. Optional: CRM Communication Station /
Guide: CRM Mobile Client Component.
9. Optional: Mobile Client Guide: mySAP Mobile /
Client Component.
10. Optional: CRM IPC /
Guide: Internet Pricing and Configurator.

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Campaign Management for Media Advertising and


Subscriptions
Mandatory Components
CRM Server
The CRM Server is used for Marketing Planning, Campaign Planning and Campaign Management. It is
based on SAP Web AS ABAP 6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.

R/3 Enterprise
You can use SAP R/3 Enterprise for FI, CO-PA and PS.

SAP Media
You can use SAP Media for Advertising and Subscription Management. SAP Media is an add-on for R/3
Enterprise Extension Set 1.10.

For more information, see the Master Guide SAP for Media Using SAP Media 4.71. You
can find this Master Guides in the SAP Service Marketplace (Alias /instguides
Industry Solutions Industry Solution Master Guides):

PI 2004.1
The OLTP Plug-In is required for Business Partner Replication.

Optional Components
CRM Add-On for Service Industries
This is an ABAP Add-On that has to be installed on the CRM server.

SAP Business Warehouse


You can use SAP BW for Marketing and Sales Performance Analytics.

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Installation Sequence
The following table provides an overview of the main installation steps and the related documents:

Product To Be Installed
Overview: Related Installation / Configuration Guides [Page 123]
1. Install SAP R/3 Enterprise
Guide: SAP R/3 Enterprise Installation on <operating system>: <database>
2. Plug-In for OLTP R/3
For detailed information about the required R/3 Plug-In, see the SAP Service Marketplace:
http://service.sap.com/r3-plug-in

3. Install SAP Media (included in the R/3 Enterprise Extension Set 1.10)

4. Install CRM Server 4.0


Guide: CRM 4.0 Installation on <operating system>: <database>

5. Optional: Install SAP BW


Guide: SAP Business Warehouse Installation on <operating system>: <database>

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Channel Management
The Channel Management capabilities of mySAP CRM provides a platform for organizations to manage
partner relationships and enable channel partners to sell more effectively - resulting in a more profitable
indirect channel.
Organizations can more effectively work with and leverage channel partners to better market, sell to and
service end customers.
The Key Capability CRM Channel Management 4.0 includes different Portal Roles:
Channel Manager
Partner Manager
Partner Employee
Partner Manager Channel Commerce

Channel Manager
On the Brand Owners side, the Channel Manager oversees all partner related activities. He needs
access to operational and analytical data to manage and optimize the indirect sales channel, from
partner recruiting and planning to monitoring transactions within the channel. Also collaboratively he
manages the customer relationship with the partners.

Partner Manager
A Partner Manager is responsible for marketing, sales and service of the brand owners products and
services at the partner company. His tasks include managing leads and orders. He needs access to up-
to-date information and analytics and collaboratively manages the customer relationship with the brand
owner.

Partner Employee
Partner Employee reports to the Partner Manager and focuses on daily business transactions. These
include qualifying leads, taking orders for restocking or on behalf of customers, providing order status to
customers and finding solutions or logging service requests for problems the end customer has

Partner Manager Channel Commerce


A Partner Manager - Channel Commerce is responsible for the eCommerce services hosted by the
brand owner which the partner company uses. For the collaborative showroom, this means setting up
assortment, prices and availability which will be displayed in the joint web shop. It also includes
processing incoming orders within the hosted order management and fulfilling them.
Detail information on Infrastructure, Component Requirements and Installation Sequence you will find on
page 18 (People Centric CRM) and page 32 (CRM E-Selling).

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Technical Infrastructure
The following graphic shows a typical system landscape for Channel Management:

Installation
To install Channel Management, see the following chapters in the Master Guide and follow the
instructions there:
People-Centric CRM (page 22). Be aware, that the Enterprise Portal is a mandatory component for
Channel Manaement.
CRM E-Selling (page 40)
CRM E-Service (page 51)
The Portal roles
Partner Manager
Partner Employee
Partner Manager Channel Commerce
contain an IView to display invoices. If you want to use this feature, you also have to install SAP Biller
Direct 2.0. The installation guide is available on the SAP Biller Direct CD.

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Appendix
Software Components Overview
This section provides additional information about the most important CRM software components.

Only a subset of these components is required for the installation of a specific scenario.

CRM Server 4.0


The CRM Server is the central SAP system within CRM system landscapes. Mostly all business
scenarios run on this system (some business applications can also run within Java applications).
Additional functions can be provided by integrating backend systems, such as APO, BW or an OLTP R/3
system.
With CRM Release 4.0, the CRM Server is based on the SAP Web Application Server (SAP WebAS)
6.20.

Do not install the CRM Server 4.0 on Windows NT 4.0.


The CRM Server 4.0 must be installed on Windows 2000, Windows XP or dedicated
UNIX platforms. An installation on Windows NT is not supported.
You can find detailed information about the released platforms in SAP Service
Marketplace: http://service.sap.com/platforms.

With SAP Web Application Server 6.20, a J2EE standards-based Application Engine is shipped and
supported by SAP as a runtime environment for the Java-based components of mySAP.com. As an
integral part of the SAP Web Application Server 6.20, the J2EE Engine delivers a proven e-business
environment with native Java support for easy deployment, straightforward installation and
administration, coupled with full life-cycle support for Java-based e-business components. The
homogeneous infrastructure for J2EE and ABAP environments of SAP Web Application Server 6.20
guarantees centralized and unified installation, configuration, monitoring, security, and load balancing for
both programming environments.
With the new integration features, it is now possible to link the SAP Web Application Server to the
Exchange Infrastructure. These features also help to make the direct connection between applications
easier. In particular, the cross-component process management through WebFlow has been enhanced.
Further developments include new functions for document processing and business communication for
better support of business applications. Improvements in life-cycle management and enhanced security
features reduce the complexity and cost of solution management.

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Internet Pricing and Configurator (CRM IPC)


Master Data Replication
Interaction Center and E-Selling
Master data for pricing and configuration is either replicated from SAP SD (pricing) and SAP PLM
(configuration - knowledge bases) to the CRM Server (through plug-in and CRM Middleware) or
maintained in the CRM system (CRM with no R/3 backend system).

CRM Mobile Clients


Master data replication for the CRM Mobile Clients is managed using the CRM Middleware
(consolidated database). Source is the CRM system and not R/3 - even if the data was originally
maintained in R/3 and replicated to the CRM system.

Note that in CRM 4.0, the IPC data loader is not used for master data replication.

IPC Components
The most important components of the Internet Pricing and Configurator are
Sales Configuration Engine (SCE, also part of the mobile client installation)
Sales Pricing Engine (SPE, also part of the mobile client installation)
IPC User Interface (UI)
a) Configuration UI:
- JSP or ITS-based (E-Selling, Interaction Center)
- Java Swing-based (Field Sales)
b) *UI for pricing analysis
- The UI for pricing analysis that is used in CRM Online is JSP-based.

OLTP R/3 System


Definition
OLTP system stands for Online Transaction Processing System (R/3 System). It is connected to the
CRM Server as a backend system and provides additional business functions such as material
management and financials.
For these reasons, the following configuration steps must be performed:
An R/3 Plug-In must be installed on the OLTP system to enable the communication with the CRM
Server. You can find comprehensive information about R/3 Plug-Ins in the SAP Service
Marketplace: http://service.sap.com/r3-plug-in.
On the CRM Server, as a counterpart, an Adapter Framework (formerly known as R/3 Adapter)
has to be installed, to enable the communication of data between both SAP systems
Related documentation:
http://help.sap.com SAP Customer Relationship Management SAP CRM Powered by SAP
NetWeaver Process Integration CRM Integration Services CRM Middleware Adapter and
Site Types Adapter The Adapter Framework

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The data exchange includes an initial transfer of Customizing, master, and transactional data to the
CRM system, as well as delta data in both directions.
With CRM 4.0, it is possible to run the CRM system without any R/3 back end in a standalone
configuration. However, there are some restrictions regarding the overall business functions that have to
be considered during the planning phase.

SAP R/3 Enterprise


SAP R/3 Enterprise is based on SAP Release 6.20. It consists of the SAP R/3 Enterprise Core and
multiple SAP R/3 Enterprise Extensions that can be used flexibly and optionally, thus allowing for more
flexible upgrade strategies. While infrastructural enhancements (such as performance enhancements)
are made in the SAP R/3 Enterprise Core, new functions are provided in the SAP R/3 Enterprise
Extensions. All extensions are delivered in a single extension set that is automatically installed during an
upgrade or a new installation of SAP R/3 Enterprise. To use the functions contained in the SAP R/3
Enterprise Extensions or industry solutions, you activate a switch for the relevant extension. This means
you are able to implement only those new developments that you require.
SAP R/3 Enterprise includes the following:
SAP R/3 Enterprise Extensions (part of the R/3 maintenance agreement):
SAP R/3 Enterprise HR Extension
SAP R/3 Enterprise Travel Extension
SAP R/3 Enterprise PLM Extension
SAP R/3 Enterprise SCM Extension
SAP R/3 Enterprise Financials Extension
Together with the above, SAP delivers the following parts for industry solutions:
SAP R/3 Enterprise Public Services
SAP R/3 Enterprise Financial Services
SAP R/3 Enterprise Retail
SAP R/3 Enterprise Global Trade
For CRM integration, an SAP R/3 Plug-In (PI 2004.1) is required.

SAP Business Information Warehouse


SAP BW is an analysis tool that gathers and refines information from internal and external sources
containing:
Customizable reporting tools from any perspective
Predefined information models, reports, analyses and key performance indicators.
SAP BW can be used as an optional software component in order to:
Create reports and replicate them to the different offline working users using the Middleware
mechanisms. The BW analysis is replicated as MS Excel spreadsheets and will be available within
the Mobile Client in the component Reports.
Evaluate the sales and distribution data from CRM Marketing (E-Selling)
Perform effective telemarketing campaign analyses (Interaction Center)

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SAP Advanced Planner and Optimizer (SAP APO)


SAP APO is part of supply chain management. SAP APO comprises tools for real-time planning and
decision support.
For example, SAP APO performs product availability checks for telesales orders (mandatory in the
Interaction Center) and in Field Sales or E-Selling.

Text Retrieval & Information Extraction (TREX)


The TREX Tools support flexible document searching, structuring of extensive document collections by
using automatic document classification, and the extraction of interesting information from a document
corpus (text mining). In the CRM environment, the following TREX components are used:

Index Management Service (IMS)


The SAP Index Management Service is a tool for indexing many types of documents that can be
handled in the SAP or CRM environment.
Documents can subsequently be found by means of different search strategies. In order to use this
service, a search engine that fulfills the SAP IMS Server API specification must be installed - for
example, the TREX Search Engine.
The IMS consists of two parts, an ABAP administration layer and a Search Server layer.
The administration layer contains all administration data of the index management service. It
provides ABAP function modules for indexing and searching documents and administrating the
indexes.
The second part, the Search Server layer, implements the communication part (RFC) and provides
an interface (SAP Search Server API) for connecting different search engines.
The ABAP administration layer is part of the standard delivery and is available from the 46A standard
R/3 version onwards.
The IMS installation is part of the Text Retrieval & Information Extraction installation.

TREX Search Engine


The TREX search engine included in the Text Retrieval & Information Extraction installation offers the
same functions as those of a standard text retrieval engine.
It fulfills the SAP IMS Server API specification and must be used in combination with the SAP Index
Management Service (SAP IMS).
The TREX search engine is used as a special purpose search engine in the R/3 and E-Commerce
environment. It provides advanced features for error tolerant and similarity searching. It is optimized for
indexing mass data such as in catalog scenarios or in an R/3 extended help environment.
The SAP Search engine is able to index (and search) plain text and HTML documents in the form of a
file destination or text from memory.

SAPconnect
SAPconnect enables external communication components to be connected to the SAP system. As the
standard interface for external communication, SAPconnect supports telecommunication services such
as faxing, paging, the Internet and X.400, as well as sending to printers and between multiple R/3
systems.

SAPconnect can be used to create links to various types of communication components and
communication systems:

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Fax servers, pagers, SMTP gateways or X.400 gateways which support the SAPconnect
interface
The SAP Internet Gateway
Microsoft Exchange servers and therefore:
o Microsoft Exchange users
o Fax servers, SMTP connectors, or X.400 connectors installed on MS Exchange
Other R/3 systems
Printers.

Computer Telephony Integration (SAPphone)


Scope
The goal of telephony integration in R/3 is to make the telephone an integral part of business scenarios.
Here, "business process" could refer to an individual R/3 application, or an R/3 business workflow,
scenario-based on the SAP Customer Interaction Center (CIC) in a call center environment.
In all of these scenarios, Computer Telephony Integration (CTI) components, such as a gateway to a
call center system, communicate with R/3 components through SAPphone (an R/3 Basis Services
component).

Functions
SAPphone supports the following functions:

Various telephony control functions, such as initiating and transferring calls

Processing incoming call information (displaying or branching)

Call center functions, such as agent login

Campaigns (predictive dialing)

Interactive Voice Response (IVR)


SAPphone is not intended to perform the following functions:

Processing and storing voice data (voice mail)

Processing incoming calls that are made to a service number and assigning them to a specific
processor (Automatic Call Distribution / ACD functions)

Providing data from R/3 for incoming calls processed by an IVR system, without subsequently
transferring the call to a human agent.

Supported interfaces
To connect a CTI product to SAPphone, the following two interfaces can be used.

A) Microsoft TAPI
Any CTI product compatible with Microsoft TAPI version 2.0 or 2.1 can communicate with R/3. This type
of connection supports basic and comfort telephony functions, such as initiating calls or transferring

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calls, as well as call center integration functions such as agent login. Predictive dialing functions are not
supported by TAPI.
As with the R/3 telephony gateway, you have to install the SAPphone Server, which implements an RFC
connection to R/3 SAPphone and the TAPI client interface.
You can find the latest version of the SAPphone Server at
http://wwwext.sap.com/solutions/compsoft/media/sps247.zip (ZIP file). This download package
contains the latest build, a short readme file, the manual, and a document describing requirements for
your TAPI service provider.

Refer to SAP Note 171201 for CTI solutions that have been interfaced successfully with
SAPphone. If your CTI solution is not mentioned in SAP Note 171201, SAP has no
experience related to that CTI solution, which could result in incompatibility problems.
Please contact SAP before you plan to implement such a chain.

B) SAPphone RFC interface


The full range of SAPphone functions can only be used if a CTI product is connected, possibly through a
gateway, to the SAPphone RFC interface.

For information about products that have already been certified, see complementary products.

SAP Content Server


If you want to administer a larger amount of documents in the product catalog (for example, in CRM E-
Selling), we recommend that you use the SAP Content Server. However, you can also administer
documentation without this server.
The SAP Content Server is accessed using HTTP. If you want to integrate another Content Server into
the scenario, the new server must fulfill the requirements of the interface specification as defined by
SAP.
If data is stored on different servers, cache servers are used to facilitate access to the documents'
contents, for example, if a document is to be displayed in a Web browser. The cache server creates
auxiliary copies of documents from the content server. This enables faster read access to the required
documents. Network load is reduced, as no remote content servers need to be located. While cache
servers fulfill a similar function to content servers, the amount of administrative work involved is small,
and access protection is preserved. The central document administration function in an SAP system
ensures that out-of-date documents in the cache can no longer be accessed, and that these documents
are eventually deleted.

CRM Mobile Clients


Mobile clients are usually laptops running the Mobile Sales or Mobile Service application client. They
connect temporarily to the middleware of the CRM Server to exchange data. This connection is
established through the CRM Communication Station , where DCOM calls from the mobile clients are
transformed into RFC calls that go to the CRM Middleware.
The mobile client includes all the software needed for offline data entry and processing, as well as
separate middleware functions (transaction layer) required for data exchange and communication with
the CRM Server.
The mobile client software includes an IPC (Internet Pricing and Configurator) and an MS SQL Server
database.
A Mobile Client also includes the CRM IPC Sales Configuration Engine (IPC-SCE) and the CRM IPC
Sales Pricing Engine (IPC-SPE) applications in a typical mobile client installation.

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With the CRM Mobile Application Studio (formerly known as Workbench), you can customize your
mobile client environment.

Mobile Client Recovery Manager


When a mobile sales user is unable to use his or her laptop, the Mobile Client Recovery Manager can
be used to provide a replacement laptop. The Mobile Client Recovery Manager transfers all relevant
data from the CRM Server to a replacement laptop that is handed to the CRM Mobile user.
The process flow is as follows:
1. Order for replacement laptop: The CRM Mobile user informs the support group that his or her -
laptop is not functioning and must be replaced immediately. He or she is told to transfer data (if any
exists) from the outbound queue to the CRM Server and then stop using his or her old laptop.
2. Executing the Mobile Client Recovery Manager: The laptop provider (support group in this case)
executes the Mobile Client Recovery Manager on the computer (the stationary site that has a CRM
Mobile installation).

Communication and Development Station


These are data transfer tools connecting the SAP CRM Server and the Mobile Clients.

CRM Communication Station


Mobile Client users carry a PC application and a local database on their laptops. They connect to the
CRM system from time to time either by phone or network to exchange data accumulated and stored in
queues at both ends.
This connection is established using a CRM Communication Station, where DCOM calls from the mobile
clients are transformed into RFC calls that go to the CRM Server.
The CRM Communication Station acts primarily as a communication server. This data distribution
follows a flexible set of replication rules, where business objects are assigned to mobile clients.

Development Station
The Development Station includes several data exchange tools.
The number of installable tools has decreased from CRM Release 2.0C to CRM 4.0, as some of these
functions are now available within the CRM Server. For more information, see the section Field Sales
(page 54).

R/3 Standalone Gateway


This is an SAP system that consists of the SAP Gateway only, and can be operated and maintained
independently of other SAP systems. The SAP Gateway enables non-SAP systems to act as a
communication partner for SAP systems.
There are various reasons for installing a standalone gateway. For example, in a system where the
database instance and central instance are on different hosts, a gateway instance on the database
server host enables remote function calls. Another reason for installing a gateway is to enable
communication between SNA (systems network architecture) and SAP systems.
An SAP standalone Gateway is used in CRM E-Selling and Interaction Center, mainly for the Index
Management Server and the Internet Pricing and Configurator, but also for the Computer Telephony
Integration (CTI) feature.

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Backweb ProactivePortal Server, Standard Edition


The Backweb ProactivePortal server (mySAP CRM Infocenter) provides an out-of-the-box offline sales
and marketing content portal, using mySAP Enterprise Portal Knowledge Management iViews. These
iViews contain critical business information such as product pricing and presentations, sales collateral,
competitive information and corporate news.
The following iViews are offline-enabled out-of-the-box in Standard Edition:
Enterprise Content Management ("Explorer" and "Browse and Search" iViews
Personal Content Management ("Favorites" and "Linklist" iViews)
Business News and Market Information ("KM News" and "Yahoo!" iViews)
The Infocenter is accessible within the Mobile Sales Application. The content available to the user is
managed by SAP Knowledge Management portal application, and is built to target the information to the
user, based on their roles and preferences. The content lifecycle (publishing, targeting and expiring) is
managed in the Knowledge Management Portal. ProactivePortal Server, Standard Edition enables
offline access to the personalized online view created by the portal, using a patented Polite
Synchronization system designed to deliver large amounts of content to end users connected over
narrow bandwidth connections.

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Master Guide: SAP Customer Relationship Management 4.0

Related Guides - Part I


You can find the most current information about the technical implementation of CRM 4.0
and the latest installation and configuration guides in the SAP Service Marketplace:
http://service.sap.com/crm-inst.
We strongly recommend that you use the documents that are available for download on
these pages.

Document System Landscape

ESELL: E-Selling
ESLR3: R/3 Internet Sales
ESERV: E-Service
CHMGT: Channel Management
FSALES: Field Sales
FSERV: Field Service
ICWIN: Interaction Center WinClient

ESELL ESLR3 ESERV CHMGT FSALES FSERV ICWIN

SAP CRM 4.0


Installation on
x x x x x x
<operating system>:
<database>
Information about
Plug-In Installation for x x x x x x x
OLTP R/3 Systems
Language Transport
6.20 (BC-CTS-LAN)
x x x x x x x
(Installing the required
languages)
CRM Monitoring
Installation Guide x x x x x x x

CRM Communication
Station Guide x x

Adapter Framework *
(Configuring the CRM
Server and the OLTP (x) (x) (x) (x) (x) (x) (x)
R/3 System for proper
communication)

123 October 2005


Master Guide: SAP Customer Relationship Management 4.0

CRM Web Application


Installation Guide x x

Components of E-
Selling and Channel
x x
Management
Installation Guide
Mobile Client
Component x x
Installation Guide
Installing the Internet
Pricing and x x x x x
Configurator
Text Retrieval &
Information Extraction x (x) x x x (x)
Installation Guide
Broadcast Messaging
Server Installation (x)

SAP Content Server


Installation Guide (x)

Computer Telephony
Integration (CTI) x

SAP MCIS Installation


Guide (x)

SAP Mobile
Infrastructure (x)
Installation
Interaction Center
Web Client (x)

SAP Enterprise Portal


Installation Guide (x) (x) (x) (x) (x)

* The Adapter Framework documentation is available in the SAP Help Portal:


http://help.sap.com SAP Customer Relationship Management SAP CRM Powered by SAP
NetWeaver Process Integration CRM Integration Services CRM Middleware Adapter and
Site Types Adapter The Adapter Framework

October 2005 124


Master Guide: SAP Customer Relationship Management 4.0

Related Guides - Part II


You can find the most current information about the technical implementation of CRM 4.0
and the latest installation and configuration guides in the SAP Service Marketplace:
http://service.sap.com/crm-inst.
We strongly recommend that you use the documents that are available for download on
these pages.

Document System Landscape

ICWEB: Interaction Center Web Client


EPSERV: Enterprise Service
PRSERV: Professional Service
ACMGT: Account Management
EPSALS: Enterprise Sales
MKMGT: Marketing Management
TPMGT: Trade Promotion Management

ICWEB EPSERV PRSERV ACMGT EPSALS MKMGT TPMGT

SAP CRM 4.0


Installation on
<operating x x x x x x x
system>:
<database>
Information about
Plug-In
Installation for x x x x x x x
OLTP R/3
Systems
Language
Transport 6.20
(BC-CTS-LAN)
x x x x x x x
(Installing the
required
languages)
CRM Monitoring
Installation Guide x x x x x x x

125 October 2005


Master Guide: SAP Customer Relationship Management 4.0

CRM
Communication
Station Guide
(x)

Adapter
Framework *
(Configuring the
CRM Server and
(x) (x) (x) (x) (x) (x) (x)
the OLTP R/3
System for
proper
communication)
Mobile Client
Component (x)
Installation Guide
Installing the
Internet Pricing x x
and Configurator
Text Retrieval &
Information
x
Extraction
Installation Guide
Broadcast
Messaging
x
Server
Installation
SAP Content
Server (x)
Installation Guide
Computer
Telephony (x)
Integration (CTI)
SAP MCIS
Installation Guide (x)

SAP Internet
Customer Self
Service Java x
Application
Installation Guide
SAP Mobile
Infrastructure (x)
Installation

October 2005 126


Master Guide: SAP Customer Relationship Management 4.0

MapBox
Installation Guide
(x)
(SyncPoint
Installation)
US and Canada
Tax Interface
(x)
Configuration
Guide
Software Agent
Framework x

Interaction
Center Web (x)
Client
SAP Enterprise
Portal Installation (x) (x) x
Guide

* The Adapter Framework documentation is available in the SAP Help Portal:


http://help.sap.com SAP Customer Relationship Management SAP CRM Powered by SAP
NetWeaver Process Integration CRM Integration Services CRM Middleware Adapter and
Site Types Adapter The Adapter Framework

127 October 2005