Master Guide

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mySAP Customer
Relationship
Management 4.0
Service Release 1

Document Version 2.00

20th October 2005

Material Number 50063496

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...............................82 October 2005 4 ...................81 Account Management .....................Workforce Management.........................................................................8 Business Productivity Pack (BPP) ................................................................................Part I ....................................................................................................................................29 Creating Customer Messages........................................................................15 SAP Solution Manager ............13 Monitoring the System Landscape...................................................................16 CRM RosettaNet B2B Mappings ............67 C) Interaction Center .............................................................................................................................................29 Important SAP Notes for CRM ........0 Contents Getting Started ..................................................................................................................................................................................12 Industry Extensions for CRM 4.................................................................................................................................................................................................................................................................................................................................................40 CRM E-Selling ..................66 A) Typical Landscape – IC WinClient .......................................................................................32 Technical Components ..Master Guide: SAP Customer Relationship Management 4...................................................................................................48 CRM E-Service ......................................................................60 Interaction Center ...........54 Field Sales .....................................................14 Tools and Technology ..............................0...80 Sales....................................................................................................................................................................................................40 E-Commerce .........................20 Portal Enablement ........................................................................................................35 Related Software CDs..................78 E) Interaction Center for Automotive ............................................................72 D) Interaction Center ..........................................................................................27 Industry Solution Master Guides .................Web Client .........................................................................................................39 CRM 4......16 R/3 Sales Order IDOC Mappings...............................................................................................................................31 Technical Components ....54 CRM Field Service ...........................................................................................................................................................66 B) Multichannel Support ............................................................21 Additional Information..............0 Key Capabilities .......15 Easy Enhancement Workbench................................................................................................................................................................................40 Contract Sales in Dealer Portal for Telecommuncations ...........................................................................................................................................................................................................................................18 SAP Mobile Infrastructure ......51 Installation Sequence.....................6 Solution-Wide Topics .................................................Part II ....................................................................................................27 History of Changes.........................53 Field Applications .............................................................8 Minimal System Landscape.......................................81 Enterprise Sales (Including Mobile Sales for Handheld).......................30 CRM Software Component Matrix ..................................45 E-Selling R/3 Edition ..............................................................................................................................................................................................

113 Partner Employee .....................................105 CRM Trade Promotion Management .......................................................................................................121 Backweb ProactivePortal Server...............................85 Sales Against Contract ............................................................................................................................113 Partner Manager – Channel Commerce ..............................................................................................................................................................85 Contracts & Chargeback (Pharma).................................114 Installation.........................................................125 5 October 2005 ..........................................................................................................................................................................................................................................................................................................................................115 Software Components Overview .................................................................... Master Guide: SAP Customer Relationship Management 4...........................................................................................114 Appendix .........................................94 CRM Enterprise Service............................................105 CRM Marketing Management ........115 CRM Server 4.........................................................................117 SAP Business Information Warehouse...............................................................................108 Campaign Management for Media Advertising and Subscriptions ....................................113 Technical Infrastructure .................................................................................................................................................................................................................................120 CRM Mobile Clients ..................113 Partner Manager ................................................................................................................121 R/3 Standalone Gateway................................................................................99 CRM Professional Service ..................................................................................................................................................................118 SAPconnect ....94 Constituent Services................................................................................................................................................0 .....................................................89 Channel Sales for SemiCo...............119 SAP Content Server ............................................................................................................................................85 Contract Mangement & Leasing ........................................................................................................................................................................................................................................................................Part II............................................0 Intellectual Property Management.................................................................116 OLTP R/3 System....................................................Part I.........................92 Service .................... Standard Edition .................117 SAP Advanced Planner and Optimizer (SAP APO).115 Internet Pricing and Configurator (CRM IPC) ...89 Incentive and Commission Management.....................................................113 Channel Manager..............................................................................................................................................97 Case Management for Public Sector .............................................123 Related Guides ..........................................101 Marketing ............................111 Channel Management .............................................................................122 Related Guides ........118 Computer Telephony Integration (SAPphone) .............................................116 SAP R/3 Enterprise....................................................................................................................................................121 Communication and Development Station ....120 Mobile Client Recovery Manager ..............................................118 Text Retrieval & Information Extraction (TREX)...................................................................................................................................................................................................................................................................................87 Value-based Detailing (Pharma) .........

Depending on the actual business scenarios that have to be implemented. This means that additional software dependencies may exist without being mentioned explicitly in this documentation. Note that the CRM Master Guide is a central overview document that mainly deals with scenario-based implementation aspects. As a technical document. To facilitate the implementation and upgrade process. and which protocols and interfaces are used (technical infrastructure examples). You can find more information about component-specific software dependencies in the corresponding installation guides. October 2005 6 . • Information about mutual dependencies that affect two or more components within the technical infrastructure.neither SAP-related licenses nor third party product licenses. • Examples of how the different components interact. • References to related installation guides.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. all information within this document is ordered under scenario-based aspects. • Information about the overall installation sequence and subsequent steps. and other aspects (such as security or performance). the CRM Master Guide does not provide any information about software licenses . The information in this document includes: • An overview of the technical components (mandatory and optional components). the real infrastructure might be different. • Information about the component's software releases.Master Guide: SAP Customer Relationship Management 4. 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.

com/securityguide Information about released platforms is available at: http://service. We strongly recommend that you use the documents that are available on these pages. Planning the system infrastructure: You can find comprehensive information about network integration and technical infrastructure aspects on the following page: http://service.com/sizing 2. you can find an overview of all required installation guides. you can find important information about the software components that are mandatory or optional for each key capability. disk and memory resource) and the Quick Sizer tool on the following page: http://service. The CRM Master Guide provides information about which components and which guides are required during this process. 7 October 2005 .com/ti Information about network and application security is available at: http://service.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.sap.sap. • Also read the letter that is included in the SAP CRM installation package. these pages include information about related upgrade documentation.sap.0 and the latest installation and configuration guides in the SAP Service Marketplace: http://service. Hardware sizing: You can find detailed information about sizing.com/crm-inst.sap. Master Guide: SAP Customer Relationship Management 4. the technical infrastructure and the installation sequence. It contains important information on several third-party software components.sap. • In the scenario-specific sections. calculation of hardware requirements (such as CPU. 1. • In the section Related Guides [Page 123]. In addition. you require many different installation guides during the implementation process.0 Prerequisites for an SAP Implementation/Upgrade Before starting the actual implementation or upgrade. The description of these activities is not part of the CRM Master Guide. you can find an overview of the overall implementation process. These guides are updated and enhanced on a regular basis. some prerequisites must be fulfilled. You can find the most current information about the technical implementation of CRM 4. if available. • In the chapter CRM Component Matrix (page 31).

• You must provide a sufficiently sized server or notebook (Mobile Client). note the sizing recommendations (see point 2). For information on sizing. We strongly recommend that you use a minimal system landscape (single-host implementation) for test and demo purposes only. do not use a minimal system landscape as your productive landscape.com/ti. For performance. you can install all software components (ABAP and non-ABAP components) on a single host if certain prerequisites are fulfilled and with certain constraints. If you want to implement Syncpoint or Workforce Management in a minimal landscape. high availability.0 solution. • We recommend that you install TREX on a separate host for productive use due to high performance and memory demands. Note the following: • A single-host installation is possible only if you choose an operating system that supports all components. and security reasons. For information on creating productive system landscapes. The only operating system that currently fulfills this prerequisite is Microsoft Windows 2000. see the SAP Service Marketplace at the Internet address service. scalability.sap. Minimal System Landscape In the CRM 4. October 2005 8 . • We recommend. see the SAP Service Marketplace at the Internet address service. that you install the SAP Enterprise Portal on a separate host.0 Solution-Wide Topics This section provides information that is relevant for most of the scenarios.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.sap.Master Guide: SAP Customer Relationship Management 4.

0 * CRM 4.0 JCO 6 SAP J2EE 6.00 SAP WebAS Java 6.0 5 IC WFM Appl Srv Business Connector 8 7a BP for CRM 7 IPC WEB APPs RNET SAP Solution 8a Manager 3.0 Enterprise Portal 6. Master Guide: SAP Customer Relationship Management 4.0 3 ST 310 (SolMan) 2 WFMCORE 1.40 2 WP-PI 600_620 (Cluster Version) Portal Runtime 3 IPC 4 SAP WebAS Java 6.20 Connector CRM CAT Server 5 IC WFM Calc Srv 7f EP Platform 6. 9 October 2005 .40 7 iView Runtime Java 4 Basic Java Libs JCO CM 6.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.0: CRM Host Portal Host Solution Manager CRM 4.1 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 . that the numbers beside the software components correspond to the overall installation order.0 The following graphic shows a minimal system landscape for SAP Customer Relationship Management 4.

Install the SAP CRM server 4. 8. Software To Be Installed/Sequence Overview: Related Installation / Configuration Guides [Page 123] 1. there is the possibility to have a non-java configuration of Interaction Center WebClient. Install the CRM Designer 11. Install the SAP Business Connector and RosettaNet (9a) 9. Install the Groupware Connector 12. Install the SAP Internet Pricing and Configurator (IPC) 5.0.CRM Host As shown in the graphic above. the CRM host includes all the CRM 4. Install the CRM CAT server 6. Install the Internet Transaction Server (ITS) October 2005 10 .40 or SAP Web AS Java 6. Install SAP Web AS Java 6.* : • 7j: ME (Mobile Engine.0 Overall Installation Sequence The following table provides information about a valid overall installation sequence for the solution mySAP CRM 4.00 and WP-PI 600_620 4. Install the Communication Station (required for Mobile Sales) and the DCOM Connector (10a) 10. Installation Sequence .1 3.0 with WFMCORE 1.* • 7h: CRM SAF (Software Agent Framework) for the Java Configuration of Interaction Center WebClient. Install the SAP Solution Manager 3. The installation sequence corresponds to the numbers in the graphic above.20 including Basic Java Libs and SAP Java Connector (JCO). 7. Install Text Retrieval & Information Extraction (TREX) 7.2 Install the SAP J2EE Engine including Basic Java Libs and SAP Java Connector (JCO) 7.0 software components as well as the solution manager components.* • 7i: CRM BMS (Broadcast Messaging Server) for the Java Configuration of Interaction Center WebClient.0 Add-On for Service Industries. Install the Java Development Kit (JDK) 2.Master Guide: SAP Customer Relationship Management 4. part of Mobile Infrastructure) * In the release for CRM 4.1 Start the CRM Java Components Installer 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.

such as security requirements!) 11 October 2005 . that it is highly recommended to install Tealeaf (14b) on a separate machine (see the additional box for the Tealeaf host) 14. Note. Install the Enterprise Portal Platform 6.0 6. Install the Business Package for Communication 8.0 including the connector 7. Install the ARS transport service (15a) on the CRM host and and the Mobile Client Software (15b) for Field Sales on the Tealeaf host 15.0 13. (Be aware that the minimum system landscape described in this section does NOT reflect recommendations for production use. Install CM 6. Install the WebServer with the related Plug-in for the E-Selling Scenario (IIS) As an alternative. Install the Java Development Kit (JDK) and the JSE (Java standard edition) software 2. Install the MCI (Multi-channel interface). Software To Be Installed/Sequence Overview: Related Installation / Configuration Guides [Page 123] 1. all software components that are required for the implementation of SAP Enterprise Portal are installed. Install the iView Runtime Java 5. Master Guide: SAP Customer Relationship Management 4. you can also install the Web Server on the CRM host.Enterprise Portal Host On the portal host. Install the SAP J2EE Engine (Cluster Version) 3. Install the Portal Runtime 4. Install Vertex Installation Sequence .

5.0 SP06 (or higher) ¾ New and Upgrade Customers: SAP CRM 4.0 Business Productivity Pack (BPP) For the CRM 4.0 are part of BPP Ramp-Up.5. the most pragmatic option may be to continue planning on SEM.0 does not require the Industry Extension (page 13) or vice versa. However.0 (60.Master Guide: SAP Customer Relationship Management 4.0 SR1 (includes SPs up to SP06) Portal-Roles The following Portal components are required: ¾ SAP EP 6. the following component is required ¾ SAP BW 3.1) Additional Business Packages required for Pharma. Automotive and High Tech (Please refer Ramp-Up Guidance Document for names of respective Business Packages) roles. October 2005 12 .2 Addditional information: SAP BW 3. However. Note that the Business Productivity Pack for CRM 4.0 ¾ Existing customers: SAP CRM 4. both can be used in parallel. In addition. if CRM planning was already being used on SEM. In this case SAP SEM 4. the following components are required: SAP CRM 4.2.0 is required along with SAP BW 3.0 SP02 Patch 3 ¾ Business Package for SAP CRM 4. Industry-specific roles based on SAP EP 6.0 Business Productivity Pack.2) ¾ Business Package for SAP CRM 4.0 BPP (60.5.2 offers planning features without a seperate SAP SEM system. Analytics An access to BBP Analytics is exclusively available vio BPP portal roles.

However.40 . Interaction Center for Automotive .0 does not require the Business Productivity Pack (page 12) or vice versa.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: . E-Selling R/3 Edition on SAP Web Application Server 6. Channel Sales Management for High Tech .0 SR1 (includes SPs up to SP06) SAP CRM 4. Content: ¾ Extensions for the following Industries: Utilities – Telco – Media .0 to be installed (even if TREX 6. Trade Promotion Management (incl.1 The following scenarios/features require TREX 6. the following components are required: SAP CRM 4. Sales Against Contracts (Oil & Gas) TREX 6.0 Industry Extensions for CRM 4.1 to be installed: . One-to-One) ¾ IT Helpdesk ¾ High Speed Segmentation & BP Search Note that the Industry Extension for CRM 4. Value Based Detailing for Pharmaceuticals .0 SP06 (or higher) ¾ New and Upgrade Customers: SAP CRM 4.Public Sector Cross-Industry Enhancements: ¾ Service Order Enhancements ¾ E-Mail Management (ERMS. TPM with Mobile Sales) . Master Guide: SAP Customer Relationship Management 4. both can be used in parallel. Contract and Chargeback for Pharmaceuticals . Customer Segmentation in Marketing Management E-Commerce and E-Selling scenarios (except E-Selling R/3 Edition on Java 6. Bounce. 13 October 2005 .1 is also used due to one of the above reasons).0 ¾ Existing customers: SAP CRM 4.40) require TREX 6. Interaction Center WebClient in non-Java configuration .0 For the industry extension. E-mail Response Management System (ERMS) . High-Speed Business Partner Search for Interaction Center WebClient non-Java configuration .

Master Guide: SAP Customer Relationship Management 4. and problem data using a single monitoring system in your CRM landscape.com/crm-inst. Activating monitoring according to the CRM Monitoring Installation Guide is a prerequisite for efficient and problem-free operation and delivery of support. The monitoring features allow you to capture important version. October 2005 14 . 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. You can find the CRM Monitoring Installation Guide in the SAP Service Marketplace at the Internet address service.sap. configuration.0 Monitoring the System Landscape After you have installed the components of your CRM system. performance.

meaning that no additional installation is required. 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. Transport of Customizing settings through the test and production system landscape. See also the installation guide for the SAP Solution Manager in the SAP Service Marketplace: http://service. This means that when Customizing settings are maintained in R/3. R/3 Dev R/3 QA R/3 Prod Customizing Customizing Customizing Structure . 3. Customizing Scout The Customizing Scout is part of the Solution Manager 3. they are also updated in CRM.sap. The Customizing Scout compares and updates Customizing settings as shown in the following graphic. 4. Deltas are kept synchronized. 15 October 2005 .1. Master Guide: SAP Customer Relationship Management 4. All information needed to set up the scenarios is delivered exclusively through the SAP Solution Manager content. The customizing entries can be compared between R/3 and CRM and any differences visualized.com/solutionmanager → installation guides.0 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. Customizing data is loaded initially from R/3 to CRM using the CRM Middleware download. 2.

It simplifies the customer’s development process and reduces errors. 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: October 2005 16 . 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.Master Guide: SAP Customer Relationship Management 4. one business partner can exchange business transactions with another business partner in the RosettaNet XML standard message format over the Internet. 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. CRM objects need to be enhanced in a CRM implementation project to meet individual requirements. Using these B2B mappings.0 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. 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. Such object enhancements are easily achieved by automatic generation techniques and a guided concept. Very often. The CRM Easy Enhancement Workbench provides a number of predefined business objects and enhancement scenarios. 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.

0.20 CRM RNET The component CRM RNET consists of the RosettaNet Order Mapping stylesheets. and detailed technical documentation for each individual transformation template can be used to customize and enhance these functions to meet customers’ requirements. an outgoing sales order change message is transformed into the payload of a RosettaNet order confirmation message and sent to external receivers. and are organized by a directory structure. 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. These stylesheets have been implemented in XSLT. 17 October 2005 . Master Guide: SAP Customer Relationship Management 4. an XML Stylesheet Transformation Language. • After the execution of an available-to-promise (ATP) check. You can find the CRM RNET component on the CRM Server Components CD for CRM 4. applying the CRM SAP APO integration. • A limitation list.0 • 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. which supplements the shipped transformations between the CRM and the RosettaNet data model.

6. 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. 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.6 also requires the installation of webMethods Trading Networks 4. • Enables CRM customers to implement a new EDI solution with a certified EDI subsystem partner of SAP. SAP APO SAP APO is required to carry out ATP checks for sales orders. 3. This XSLT service calls the mapping templates of CRM RNET copied to the file structure of the SAP BC server. 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. This RNIF compliance must be able to exchange a fully compliant RosettaNet message with business partners over the Internet. 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. This also includes the XSLT transformation service provided by the SAP BC server. or other third party packages from another middleware solution provider. Set up routing rules and transformation services on the SAP BC server. by mapping SAP R/3 ORDERS IDoc segments on the CRM Server. webMethods RosettaNet Module V4. 4. • Provides support for SAP R/3 sales order data segments in the CRM system. then create a BC package for CRM RNET. 7. Copy the CRM RNET component to the file structure of the SAP BC server. are required for RNIF (RosettaNet Implementation Framework) support. 2.0 Optional Components SAP Business Connector (SAP BC) 4.6 or 4. The SAP BC runs SAP J2EE Engine´s XSLT functions to perform the mapping transformations.6. Install the wM RosettaNet Module as an SAP BC Adapter on the SAP BC server. October 2005 18 . and the other way round.6 or Lower This module. Overall Sequence 1.0x 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. WebMethods RosettaNet Module V4. 5. Set up Customizing settings of the CRM Server for RosettaNet-specific features. Configure SAP BC for the connection with CRM Server.Master Guide: SAP Customer Relationship Management 4. enabling this channel to be used for sales and communication.

• A limitation list accompanying the shipped mappings. • Change to Sales Orders in CRM – for example. This function module converts the IDoc into a complex data type. the mBDoc is mapped to a complex data type and subsequently to an R/3 IDoc structure with message type ORDRSP. 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). which when successful results in a sales transaction.0 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. and subsequently to a messaging BDoc structure. and detailed technical documentation. 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. the mBDoc is replicated to the external interface adapter based on subscription of sales transaction by IDoc site type External Interfaces for IDocs.0 functions. In outbound processing. and sent either to SAP R/3 Materials Management (MM) or to an EDI subsystem. 19 October 2005 . or from an external EDI subsystem. It then hands over to middleware for further processing. In the external interface adapter. based on process code. Master Guide: SAP Customer Relationship Management 4. The IDoc is received by ALE Layer and the relevent function module is called. enable you to customize and enhance the function as required.

The SAP Mobile Infrastructure Client is based on Java and has been tested for Windows 2000. EPOC32. see the SAP Service Marketplace: http://service. upgrades. data synchronization. • The ability to generate any kind of plain standard markup language (such as HTML) to enable the use of standard browser front ends. The PocketPC platform supports this programming model.sap.Master Guide: SAP Customer Relationship Management 4. This approach simplifies application development and also allows third parties to create specific solutions.0 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.. peripheral interfaces such as barcode scanners and smart card readers. as well as access to native operating system features such as printing. PocketPC.g. For comprehensive information on the SAP Mobile Infrastructure.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. SAP R/3 UI RDBMS October 2005 20 . and deinstallation of applications for mobile users. 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. and other environments. and certain device management functions. Key features include the following: • A wide variety of application program interfaces (APIs) for local data storage. No proprietary browser needs to be installed on the device. and so on. Certain handheld applications require optimized user interfaces and very rapid response times. • Customer modification of user interface "look and feel" using HTML templates. • A powerful deployment mechanism offers administration-free installation. This ensures the availability of offline applications on mobile devices.

Siebel. BEV03 and others. and for Peoplesoft. In principle. ASP. for rendering the HTML pages that the user sees and interacts with. and Peoplesoft. the Mobile Engine also supports standard browsers that communicate with a built-in HTTP server. Master Guide: SAP Customer Relationship Management 4. the business packages for connectivity for Oracle. Using mVBs. • Page Builder. and so on. you can purchase the Unification option. as well as use of the R/3 Unifier for creating Drag&Relate operations between SAP transactions. In addition. and the unifiers for Databases. SAP Mobile Infrastructure Client The SAP Mobile Infrastructure Client is the deployed framework in which the application is contained on the device. 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. iViews can be programmed in any language. XML. JSP. the KM platform. such as Java. the business package Portal User and the collaboration business packages. The SAP Mobile Infrastructure Server uses the CRM Server´s HTTP capability to communicate with the SAP Mobile Infrastructure software that is located on the mobile device. for Oracle. page 82). you can use the device's native UI. 21 October 2005 . which includes the full unification platform. for creating Drag&Relate operations in those systems. including: • iView technology. • The basic user license includes the portal platform. and format the result in a package to be downloaded (uploaded) to (from) the Handheld Device. COM. for creating and administering iViews. 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. See also the information about Mobile Service for Handheld (page 61) and Mobile Sales for Handheld (description is part of Enterprise Sales. You can either use iViews delivered by SAP Portals or create your own. • For an additional fee. mVB Application mVB is a native application deployed on the device where the SAP Mobile Engine is installed.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. for Siebel.

the Enterprise Portal is used for People-Centric CRM. People-Centric CRM From CRM 4.Master Guide: SAP Customer Relationship Management 4. management. • User Role Management. shared folders. discussion forums. 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). for creating the user roles that provide preconfigured. including the authoring. online conferencing. 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 . for closing the communication gap between users or teams by providing synchronous (chat. Knowledge Management Platform The Knowledge Management platform provides access to an organization's unstructured documents. and combining unstructured document content with content from a database (for example.0 • User Management. and display of documents. • Collaboration. for an expert search). Its major functional areas consist of: • Content Management. and so on) and asynchronous (feedback. which supports the entire lifecycle of documents.0 onwards. and so on) collaboration support. targeted portal pages for the user. rating. storage. • Retrieval and Classification. providing automatic classification and general text analysis. for processing free-text search queries.

If you use the mySAP CRM Business Productivity Pack.5.5 SP01 (or higher) with BI Content 3.0 50.2) • Business Package for mySAP CRM Business Productivity Pack – SAP R/3 Integration (60. the Portal Plug-In (WP Plug-in) must be installed on all backend systems.2) • SAP BW 3. the following software is required: • SAP EP 6. in addition. you require Enterprise Portal 5.0 SP02 Patch 3 or higher • Business Package for mySAP CRM Business Productivity Pack (60.0 Portal Components For People-Centric CRM (based on CRM 4.2 ƒ Business Package for Communication Note that.0 SP01).2 23 October 2005 .0 SP05 Patch 1 Hotfix 1 or higher including the Knowledge Management Platform (KM) and the following Business Packages: ƒ Business Package for mySAP CRM 4. Master Guide: SAP Customer Relationship Management 4.

Master Guide: SAP Customer Relationship Management 4. the Enterprise Portal CRM Enterprise Sales is required for Account Management EPSALES ƒ No.0 SAP Enterprise Portal Use The following table provides an overview for which key capabilities. In addition. if PCUI is used Channel Management CHMGT ƒ Yes. if you use Enterprise Service with the “classical” SAP GUI and without Case Management functions Sales ACMGT ACMGT: Account Management EPSALES ƒ Yes. Keep in mind that the Enterprise Portal is always mandatory for Channel Management and Account Management. if SAP GUI is used CRM Trade Promotion ƒ Yes. the Enterprise Portal is required. if SAP GUI is used CRM E-Service ESERV (E-Service) ƒ Yes. if PCUI is used Interaction Center ICWIN Interaction Center WinClient ICWEB ƒ No. if SAP GUI is used ƒ Yes. if PCUI is used Management October 2005 24 . if PCUI is used Service EPSERV CRM Enterprise Service PRSERV ƒ Yes. if you use Case Management functions ƒ No. if PCUI is used Marketing MKMGT CRM Marketing Management TPMGT ƒ No. if SAP GUI is used CRM Field Service ƒ Yes. the Enterprise Portal Channel Management is required for Channel Management Field Applications FSALES CRM Field Sales FSERV ƒ No. if SAP GUI is used Interaction Center WebClient ƒ Yes. 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) ƒ No. if PCUI is used CRM Professional Service ƒ Yes.

com/ Related documentation: ‰ Installing the Business Package for SAP CRM 4.0.0 Installation on <operating system>: <database> 2 Install SAP BW 3. You can download them from the SAP Service Marketplace: ‰ service.0 Note. 25 October 2005 . It is not required to install the Business Package for Communication when using the CRM Business Productivity Pack which is based on EP 6.1 Content → Support Packages → SAP BW 3.sap. if required Related documentation: ‰ Installing the Business Package for SAP CRM 4. Guide: Enterprise Portal Installation Guide (available at http://service.0.0 ‰ Configuring the Business Package for SAP CRM 4. Guide: Enterprise Portal Installation Guide.1 Content with SAP BW 3.1 Important Information: If you use the mySAP CRM Business Productivity Pack.com/patches → SAP BW → SAP BW 3.0.com/patches → SAP BW → SAP BW 3.0 The WP-PI 5.5.0 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. Important Information: If you use the mySAP CRM Business Productivity Pack.0 Installation Sequence The following table provides an overview of the main installation steps and the related documents.com/instguides) → Enterprise Portal 4 Install EP 5.1 Content → Support Packages → BI CONT 3.0 SP05 Patch 1 Hotfix 1 including the Knowledge Management Platform.0 SP02 Patch 3 is required! 5 Install the Business Package for mySAP CRM 4.5 SP01 (or higher) with BI Content 3.20 * We recommend that you install the latest BW Support Packages available.sap.0 6 Install the Business Package for Communication. Guide: CRM 4.sap. Master Guide: SAP Customer Relationship Management 4.0 You can download the Business Package from http://www. Product To Be Installed Overview: Related Installation / Configuration Guides [Page 123] 1 Install component CRM 4.1 and BI CONT 3. SAP BW 3.20 ‰ service.0 and WP-PI 5.iviewstudio. SAP EP 6.2 is required! 3 Install WP-PI 5. that this installation step is only required if you use the Enterprise Portal 5.

2) • Business Package for mySAP CRM Business Productivity Pack – SAP R/3 Integration (60. you must install other components for this role.1 or higher is installed in the connected R/3 System! October 2005 26 . that PI 2004.0 7 Install the Business Packages for the mySAP CRM Business Productivity Pack.Master Guide: SAP Customer Relationship Management 4. see the section Role for Customer (Enterprise Portal) on page 45. For more information. the Business Package for SAP CRM 4.0 60. * This step is not required for the role Customer. if required • Business Package for mySAP CRM Business Productivity Pack (60. however. ** You also must make sure.2)** As a prerequisite for these Business Packages.2 must be installed.

00 (07/03/2003) ‰ Initial version 1.09 (22/05/2003) ‰ Information about Trade Promotion Management updated (page 108) 1.06 (07/05/2003) ‰ Interaction Center WebClient revised (page 72) ‰ Portal Enablement revised (page 21) 1.0 SP00. Note that for CRM 4. The following table provides an overview of the most important changes that were made within the latest versions. TREX 5.21 (23/06/2003) ‰ Major update in all sections 1.0 SP01 TREX 6. whereas for CRM 4.05 (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) 1.20 (13/06/2003) ‰ Major update in all sections 1.0 SP04 is required.08 (15/05/2003) ‰ Information about monitoring of the CRM system landscape added (page 14) 1.07 (09/05/2003) ‰ Information about SAP Mobile Engine updated ‰ Information about TREX updated.com/crm-inst).22 (26/06/2003) ‰ Information about Sales Against Contract revised (page 85) 27 October 2005 .02 (14/03/2003) ‰ Major update in all sections 1.0 Additional Information History of Changes The CRM Master Guide is updated on a regular basis in the SAP Service Marketplace (http://service.0 is required 1. Master Guide: SAP Customer Relationship Management 4.sap.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. Version (Date) Important Changes 1.

0 Version (Date) Important Changes 1.35 (12/02/2004) ‰ Detailed information about a minimum system landscape implementation added (page 8) 1.00 (20/10/2005) ‰ Credit Management component removed from Software Component Matrix October 2005 28 .50 (15/04/2004) ‰ Information about mySAP CRM Business Productivity Pack added.40 (26/02/2004) ‰ Information about Interaction Center Win Client (page 66) and Interaction Center Web Client (page 72) updated.23 (28/10/2003) ‰ Major Update in all sections 1.95 (24/06/2005) ‰ Correction in table “Creating Customer Message” 2.30 (21/11/2003) ‰ Information about Professional Service updated (page 101) ‰ Smaller updates in all sections 1. 1.0 SR01 included 1.80 (20/12/2004) ‰ Update in the section Minimal System Landscape (page 8) 1.60 (27/07/2004) ‰ Information about CRM 4.Master Guide: SAP Customer Relationship Management 4.90 (10/01/2005) ‰ Enhanced information about People Centric CRM (see page 24). See the Software Component Matrix (page 31) and the section People Centric CRM (page 22) ‰ Update in the section Professional Service (page 101) 1. 1.65 (14/09/2004) ‰ Major update in all sections 1.51 (10/05/2004) ‰ Information about People Centric CRM updated (page 22) ‰ Information about E-Selling installation guides updated (pages 46 and 50) 1.70 (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.

sap.0 Server on Windows 605799 Installation Guide .com/notes.SAP CRM / SRM 4.0 29 October 2005 .0: Information on Upgrade 543841 CRM Support Packages Collective Notes 605798 Installation Guide .0: Information on Installation 604728 SAP CRM 4.SAP CRM / SRM 4. The following table provides an overview of the related SAP Notes: Note Number Note Title 754723 SAP CRM 4. 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.0 Server on UNIX 632030 Additions to Solution Upgrade Guide mySAP CRM 4.0 SR01 Release and Information Note 604746 SAP CRM 4. You can find SAP Notes in the SAP Service Marketplace at: http://service.

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 .0 Creating Customer Messages If you encounter problems during the implementation process.Master Guide: SAP Customer Relationship Management 4. This assures fast support from SAP. October 2005 30 . we recommend that you create a customer message in SAPNet R/3 Frontend: SAP Component SAPNet .R/3 Frontend component when creating a customer message.

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 .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. Master Guide: SAP Customer Relationship Management 4.

1** J2SE (J2SE) 1.0 4.5.0 Technical Components .2) (60.0B-3.2) (60.40 * 6.2*** (x) 3.0 4.2*** (x) 3. you require Java 2 SDK 1.2) (60.40 * Java 2 SDK.0 4.0 SP22 3.1 (x) 3.0 4.2*** Business (x) (x) (x) (x) (x) (x) Package for Business Business Business Business Business Business mySAP CRM Prod.1 2004.1 (x) 3.1 2004. ** J2SE 1.20.40 * 6.1 (x) 3. Prod.1** SAP BW (x) 3.1** J2SE 1. Master Guide: SAP Customer Relationship Management 4. Pack Prod.0 SR01.4.2) (60.2) Integration (60. 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 (60.5.Part I ¾ For detailed information about the patch level of each component.40.0 4.4. WebAS Java 6.1** J2SE 1.0 on page 13.1 2004. Pack (60.0 SP22 LiveCache (x) * For CRM 4.2) (60.1 (x) 3.1 2004. Pack Prod.0 4.2) (60.4.40 is standard. see SAP Note 754723 ¾ 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. Pack Prod.2) (60.2*** (x) 3.1 3.4. Prod.1 SAP WebAS x x x x Java 6.0 Industries R/3 Plug-In (x) (x) (x) (x) (x) (x) (x) 2004. Pack Prod.0 4. Pack Prod.1 3.5.4.2*** (x) 3.5.40 * 6.5.1 2004.2) (x) (x) (x) (x) (x) (x) Business Business Business Business Business Business Prod.0 CRM AddOn for (x) (x) (x) (x) (x) (x) Service 4. If you use the SAP WebAS Java 6. x x x x Standard Edition J2SE 1.1 2004.1 October 2005 32 .3. 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 4.2) Pack (60. Pack Prod.1 (x) 3. Pack Prod.0B-3. Pack Prod.1 is required for WebAS Java 6.2) SAP APO (x) (x) (x) (x) (x) 3.1 3.0 4.2) (60.0 4.

0 33 October 2005 .0 4. Tomcat 3.0 (Mobile Service) Mobile Client (x) (x) Recovery Manager 4.0 Communication (Mobile 4.7 4.0 Components SAP Multichannel (x) Interface Server 3.7 4.7 4.g.6-4.0 SAP Content Server (x) 6.2 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) 4.10-6.1 Broadcast (x) Messaging Server 4.7 4.20 CRM ICSS x (x) 4.0 Service) Station CRM Mobile Client x (x) 4.7 4.0 SAP Mobile (x) Infrastructure 2.0 4.7 4.0 4.6-4.6-4.2.0 Service) Mobile Application x (x) Studio 4.0 *** SAP BW 3.1 HH Service Pocket PC 2002 for (x) PDA (strong arm HH Service CPU or Xscale) Webserver on PDA (x) e.0-4.0 (Mobile 4. Master Guide: SAP Customer Relationship Management 4.7 CRM x (x) 4.1 FSCM-Biller Direct (x) (x) 2.0 4.0 (Mobile Service) SAP WFM Add-On (x) 1.5.1 HH Service SAP E-Selling Web X x x Application 4.0 2.0-4.0-4.0 4.0-4.

0 4.0 6.8 HH Service CRM Workforce (x) Management (CRM 4.0 SAP Guided (x) (x) Selling (UBIS IPA) 1.0 Technical ESELL ESLR3 ESERV CHMGT FSALES FSERV ICWIN Component Enterprise Portal (x) (x) x (x) (x) EP 5.0 4.0 4.0 EP 6.0 see page 24 see page 24 see page 24 see page see page 24 24 ProactivePortal (x) 4.0 EP 6.0 4. Master Guide: SAP Customer Relationship Management 4.0 TREX x (x) x x 6.0 MS IIS Web Server (x) (x) (x) Apache Web (x) (x) Server CTI incl.0 or EP 5.0 EP 6. Telephony (x) Server Java Virtual (x) Machine 1.0 or EP 6.5-4.0 EP 6.0 ICS WFM AS/CS) October 2005 34 .1 6.0 or EP 5.1 IPC x (x) x x x (x) 4.0 4.0 or EP 5.0 1.0 Server 4.0 MS-SQL Server (x) (x) (x) 2000 2000 2000 SAP Business (x) Connector 3.1.1 6.0 or EP 5.

0 4.2) (60.1 *** SAP BW 3.0 CRM AddOn for (x) (x) (x) (x) (x) (x) (x) Service 4.1** J2SE 1.0 4. Prod.1 SAP WebAS X x Java 6.3.5.5.4.1 3.0 4.2) (60.0 Industries R/3 Plug-In (x) 2004. If you use the SAP WebAS Java 6.5.40 * 6.2*** (x) 3.1 (x) 2004.2) (60.40 * Java 2 SDK.1 3.2) (60. ** J2SE 1.1 (x) 2004. 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. Pack Prod.1 is required for WebAS Java 6.40.2) (60. Pack Prod. Pack Prod.0 on page 13.0 4. Pack Prod.4.10-3.1 3.1 3.1 3. Pack (60.2) (60.20. Pack Prod. Pack Prod. Pack Prod.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.2 is required for the Business Productivity Pack (see page 12) 35 October 2005 .1 (x) 2004. Prod.0 Technical Components .1 (x) 3.4.Part II ¾ For detailed information about the patch level of each component.2) Integration (60.5. Pack Prod.2) (x) (x) (x) (x) (x) (x) (x) Business Business Business Business Business Business Business Prod.0B-3.0B-3.0 SR01. you require Java 2 SDK 1.2*** (x) 3. x x Standard Edition J2SE 1.2) (60.1** (J2SE) SAP BW (x) (x) (x) x x x x 3.1 (x) 2004.0 4.2) Pack (60. 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 4.5.1 (x) 2004.0 4.0 4.2) (60.2) * For CRM 4.5.0 4. see SAP Note 754723 ¾ 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 4.2*** x 3.0 4.2*** (x) 3.0 4.5.40 is standard.5.0 4.2) (60.1 3.2*** (x) 3. Pack Prod.2*** x 3. Master Guide: SAP Customer Relationship Management 4.2) (60.0 4. WebAS Java 6.

0 4.1 LiveCache (x) x 7. Extension Set 2.6C SAP Media (x) (x) IS-M 472 R/3 Enterpr.0 Technical ICWEB EPSERV PRSERV ACMGT EPSALS MKMGT TPMGT Component SAP APO (x) (x) (x) (x) (x) 3.10 2.1i-4.6C-4.0 4.0 4.7 4.5B-4.4.0 SAP IPC (x) x x x (x) 4.0 3.00) SAP Utilities (x) IS-U 472 (R/3 Enterpr.7 4.7 SAP HR (x) 4. Extension Set 2.0 October 2005 36 .7 3. SAPKI4C074 & SAP R/3 46C CAT Server x 3.1 3.0 3.1 3. Extension Extension Set Set 1.00) SAP Public (x) Sector IS-PS-CA 472 (R/3 Enterpr.6-4.2 if APO is installed SAP R/3 (x) (x) x (x) (x) x 3.Master Guide: SAP Customer Relationship Management 4.6C-4.1i-4.7 4. (R/3 Enterpr.00) (x) Key Account Management (Utilities) SAP IS-Oil (x) incl. IS-T 472 communications (R/3 Enterpr. Extension Set 2.7 4.0 4.00) SAP (x) Tele.

0 or EP 5. 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 EP 6.0 Technical ICWEB EPSERV PRSERV ACMGT EPSALS MKMGT TPMGT Component SAP GUI 6.0 EP 6.0 or EP 5.0 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. Master Guide: SAP Customer Relationship Management 4.0 Server CRM (x) Multichannel 4.20 x with CRM Add.0 EP 6.0 or EP EP 5.0 Interface (MCI) * For Java Configuration Only. you can install the non- Java configuration of Interaction Center WebClient. 37 October 2005 .0 or EP 6.0 EP 6.0 6.0 Add-On for Service Industries. As of CRM 4.0 EP 6.

3.Master Guide: SAP Customer Relationship Management 4. x On 1.1 SAP WFM Add.20** TREX (x) x 6.0* Java Libs X 6.0* Software Agent X Framework 4.3.0 MS Exchange (x) (x) Groupware MS EX 2000 MS EX 2000 Connector Lotus Domino (x) (x) Groupware 5.1 October 2005 38 .1 1.0x Connector cProjects Add.1 Java Virtual (x) (x) (x) Machine 1.05 2.4.0* IC Scheduling (x) 4.1 mandatory if PC UI is used SAP Java (x) (x) x Connector 2.1 6.0x 5.0 4.05 Mapbox (x) (x) 4.05 2.0 Technical ICWEB EPSERV PRSERV ACMGT EPSALS MKMGT TPMGT Component SAP Content (x) Server IC Web Client x 4. x On for CRM 3.1 1.

0 4.com/crm-inst 39 October 2005 .0 CRM x x Communication if Mobile if Mobile Station 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 Client is Client is used used 4.40 Related Software CDs you can find detailed information about the required software CDs/DVDs in the document Media Information for SAP CRM 4.sap.0 4.1 Pocket PC for (x) PDA * For Java Configuration Only ** This component is not required for WebAS Java 6.0 4.0 SAP Mobile (x) Infrastructure 2.0 SR01 which is available in the SAP Service Marketplace at service.0 Internet (x) x x Transaction 6. Master Guide: SAP Customer Relationship Management 4.10 or if Mobile if Mobile Server (ITS) higher Client is Client is used used 4.

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.4.3.1.20 requires J2SE 1. Through the auction cockpit. as well as manage and monitor ongoing auctions.) Also note that SAP WebAS Java 6. In CRM 4. ‰ E-Selling R/3 edition: This scenario does not require a CRM Server system. (SAP Web AS Java 6.20 ist still supported but some of the new CRM 4.0 CRM 4. SAP WebAS Java 6. You can find more information about the technical implementation in the following sections. surplus goods. 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.0 Key Capabilities E-Commerce CRM E-Selling The Key Capability CRM E-Commerce 4. Web Auctions allow buyers and sellers to negotiate prices in real time on a per-transaction basis. organizations can select products for auction.0 includes different E-Selling scenarios: ‰ CRM E-Selling: The standard E-Selling infrastructure is based on a CRM Server. Organizations can seamlessly integrate their existing SAP R/3 or mySAP CRM environments with the world’s largest online marketplace to create and manage listings on eBay while leveraging the E-Commerce order management and fulfillment functionality.40 requires J2SE 1. schedule and publish auctions. used assets and time-sensitive products online. October 2005 40 .40.Master Guide: SAP Customer Relationship Management 4. manage auctions-specific information. 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.0 SR1.1 whereas SAP WebAS Java 6.0 SR01 functions such as Rules-based Personalization in e-Commerce and Selling via eBay (see the information below) require SAP WebAS Java 6. It enables the business user to easily formulate rules that can change their customers experience on their b2b web site.40 is the standard J2EE platform.

40.0 consists of a CRM Server. a SAP WebAS Java 6. 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.0. Master Guide: SAP Customer Relationship Management 4. 41 October 2005 . 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). Minimum Infrastructure The minimum infrastructure for CRM E-Selling 4.0 The following graphics show typical system landscapes for CRM E-Selling 4.

40 In CRM E-Selling. An installation on Windows NT is not supported.40 version of SAP WebAS Java is required if you want to use some of the new functions of CRM 4. Do not install the CRM Server 4. 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. October 2005 42 . if you do not intend to use new functions. Windows XP or dedicated UNIX platforms. that the 6. a specific plug-in is installed.0 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. Web Server Extension On the Web server (MS IIS and Apache Web server are supported).0 The CRM Server is based on SAP Web AS ABAP 6. However.0 must be installed on Windows 2000.40. you have to install a cluster version SAP WebAS Java 6.0 SR01 (such as Selling via Ebay or personalization functions).Master Guide: SAP Customer Relationship Management 4. In addition.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 4.20. you can also use SAP WebAS Java 6. Note. SAP WebAS Java 6.0.20 which is still supported.0 on Windows NT 4. This plug-in enables direct communication with SAP WebAS Java. The CRM Server 4.

The IPC processes product configurations and calculates product prices. IPC 4. If you install Internet Sales R/3 Edition on SAP Web Aplication Server 6. the IPC uses the same database as the CRM Server. If the IPC is already installed within another scenario (such as Sales). install TREX 6. Since SAP WebAS Java does not provide FTP functions. The communication between Web application. 43 October 2005 . we recommend that you run the IPC on the same server as the SAP WebAS Java that is used for Internet Sales.0 The Internet Sales Web Application is a J2EE application that is deployed on the SAP WebAS Java. TeaLeaf IntegriTea 3.20.sun. Optional Components CRM Add-On for Service Industries This is an ABAP Add-On that has to be installed on the CRM server. an FTP service is required to transfer catalog data from the CRM Server to the Web server. If you intend to use SAP WebAS Java 6. Standard Edition) from the following Web site: http://java.40. Standard Edition (J2SE) The installation of J2SE 1.1. TREX 6. In CRM E-Selling. Master Guide: SAP Customer Relationship Management 4.1 This is a third party component that you can use for Web analytics.0 Note that in addition.1 is required. TeaLeaf is typically installed on a standalone Win2K Server and collects and processes Web user interaction data.40 which is supported from CRM 4. It is implemented as a J2EE application that has to be deployed on the SAP WebAS Java. install TREX 6. Java 2 SDK. 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.0.com/products/.3. administration tools and UBIS database is based on TCP/IP. then you can use this IPC for Internet Sales.1 is a prerequisite for the installation of SAP WebAS Java 6.1 Text Retrieval and Information Extraction (TREX) is used for data storage and as a search module for the run-time catalog. You can download the required J2SE (Java 2 Platform. The corresponding ports are the database connector's default ports. we recommend that you use the Web server´s FTP functions (such as the MS IIS FTP service).4.0 Due to performance reasons. J2SE 1.20).0/6.0 SR1 onwards. In all other possible installation options (CRM Backend or on a J2EE Engine 6. Internet Sales Web Application 4.

SAP BW 3.1 (SAP BW) You can use SAP BW for Marketing Analytics. TeaLeaf copies Web user interactions through the Java servlet 2.2 is required SAP R/3 You can use SAP R/3 for Sales and Distribution (SD) and Material Management (MM). The TeaLeaf IntegriTea server software uses its own ISAM database to store Web user interaction data. port 1966 is used but other ports are possible.0 From a technical perspective.5. October 2005 44 .3 API and sends the data over a configurable TCP/IP port to the TeaLeaf Server. The IntegriTea database is exclusively managed by TeaLeaf tools. Personalization Framework This is an optional J2EE application that is deployed on the SAP WebAS Java.1 You can use SAP APO for checking product availability. If you use the the Business Productivity Pack. By default. SAP APO 3. The TeaLeaf IntegriTea server can be upgraded independently of the SAP component. SAP Business Warehouse 3. The TeaLeaf J2EE capture component can be deployed on all SAP J2EE supported platforms.Master Guide: SAP Customer Relationship Management 4.

20: CRM Java Components of E-Selling and Channel Management Installation Guide SAP Internet Customer Self Service 4. You can find this Master Guides in the SAP Service Marketplace (Alias /instguides → Industry Solutions → Industry Solution Master Guides): 45 October 2005 .0 Related guide: Available on software CD. see the installation guide: Business Package for mySAP CRM Installation. You can find detailed information about People-Centric CRM on page 22.using SAP Web AS 6.40 (recommended): CRM Java Components Installation Guide 4.0 SR01 .0. see the Master Guide SAP for Telecommunications.0 Related guides: . For more information about the implementation of the scenario Contract Sales in Dealer Portal for Telecommunications.0 Role for Customer (Enterprise Portal) You have to install the following applications for the Role for Customer: CRM E-Selling 4.0 SR01 SAP Financial Supply Chain Management Biller Direct 2.0 Related guide: CRM Java Components Installation Guide 4. 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.using SAP Web AS 6. Master Guide: SAP Customer Relationship Management 4. For further information on installing the Business Package for CRM 4.

40 on <Operating system> : <database> o CRM Java Components Installation Guide 4. Optional: Install R/3 System Guide: R/3 Installation on <operating system>: <database> 3. Guides using SAP Web AS Java 6.com/r3-plug-in 4. Install CRM Server Guide: CRM 4. Install Internet Pricing and Configurator 4. Optional: Plug-In for OLTP R/3 For detailed information about the required R/3 Plug-In.0 SR01 Guides using SAP Web AS Java 6. Guide: CRM Java Components Installation Guide If the IPC is already installed within another scenario (such as Sales).0 (IPC).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 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. (formerly JDK) The installation document is part of Sun JDK 5.40: o Inst. Standard Edition (J2SE).sap. Guide – SAP Web AS Java 6. see the SAP Service Marketplace: http://service.0 Installation on <operating system>: <database> 2. Install Java 2 SDK. Optional: SAP Guided Selling Guide: Third party documentation October 2005 46 .0 o Java Components of E-Selling and Channel Management Installation Guide 6.20: o CRM Web Application Installation Guide 4. 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. then you can use this IPC for Internet sales 7. you have to install Internet Sales prior to Internet Customer Self Service.

Optional: SAP Business Connector (Part of the SAP Business Connector Installation Guide) 10.0 9.20 Installation Guide) 11. Master Guide: SAP Customer Relationship Management 4. Optional: Integration of • SAP BW (SAP Help Portal) • SAP APO (SAP Help Portal) 47 October 2005 . Optional: SAP Content Server (Part of the SAP Content Server 6.

1 Search SAP IMS Engine Gateway SAP WebAS Web Server RFC R/3 SAP WebAS Java 6.0 E-Selling R/3 Edition The following graphics show typical system landscapes for E-Selling 4.1 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 6.0 October 2005 48 .40 RFC HTTP Web Server PI 2004.Master Guide: SAP Customer Relationship Management 4. TREX 6.1 whereas the standard E-Selling landscape requires TREX 6. Note that no CRM Server is required.0 R/3 Edition.

only the J2EE Server (including the Internet Sales Web Application and SAP Java Connector) and an R/3 backend system (Release 4. Depending on the different kinds of back-end systems.0B or higher) are required: Web Server SAP WebAS SAP WebAS Web Server HTTP Java 6.0 To implement a minimum system landscape. the E-Selling R/3 Edition supports different features: R/3 Edition with Plug-In R/3 Edition without Plug-In ƒ IPC-based pricing ƒ Only R/3 Pricing from the catalog available ƒ R/3 pricing from catalog ƒ IPC configuration of products ƒ No configuration possible ƒ View of billing documents ƒ View of billing documents not possible ƒ List of shipTos from R/3 ƒ Only soldTo as shipTo available ƒ Search for order status and PO num ƒ Search for PO num ƒ B2C: Credit limit check available ƒ B2C: No credit limit check available 49 October 2005 .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). Master Guide: SAP Customer Relationship Management 4.

0 SR01 Guides using SAP Web AS Java 6.Master Guide: SAP Customer Relationship Management 4. 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) October 2005 50 . Install SAP WebAS Java Cluster Version and Internet Sales Web Application Components Guides using SAP Web AS Java 6. Install Java 2 SDK. formerly JDK) The installation document is part of Sun J2SE 4. 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.0 o Java Components of E-Selling and Channel Management Installation Guide 6.0 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] 1.40 on <Operating system> : <database> o CRM Java Components Installation Guide 4. R/3 System installation Guide: R/3 Installation on <Operating System>:<Database> 2. Optional: Internet Pricing and Configurator 4.40: o Inst.sap. Guide – Sap Web AS Java 6.com/r3-plug-in 3.0 (IPC) (Guide: Installing the Internet Pricing and Configurator) 5. Standard Edition (J2SE.20: o CRM Web Application Installation Guide 4.

However. SAP WebAS Java In CRM E-Service. you have to install a cluster version SAP WebAS Java 6. The CRM Server 4.40 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 4.20 is still supported.0 SR01.40 version of SAP WebAS Java is required if you want to use some of the new functions of CRM 4. SAP WebAS Java 6. that the 6. An installation on Windows NT is not supported.0 must be installed on Windows 2000.0 on Windows NT 4. Note.0 CRM E-Service The following graphic shows a typical E-Service scenario: SAP WebAS CRM Host APO Host SAP WebAS Firewall Java 6. 51 October 2005 .40. Windows XP or dedicated UNIX platforms. Master Guide: SAP Customer Relationship Management 4.0. Do not install the CRM Server 4.0 The CRM Server is based on SAP Web AS ABAP 6.20.

Standard Edition) from the following Web site: http://java.40 which is supported from CRM 4.1 The SAP R/3 Plug-In PI 2004. PI 2004.com/products/.sun. October 2005 52 . J2SE 1.0 CRM ICSS (Internet Customer Self Service) is a J2EE Web application that provides Internet Self Service functions. SAP R/3 4.4.6C or higher You can use SAP R/3 for CO integration.0 TREX is used as a search and text mining engine.20.1 is an interface which enables the exchange of data between one or multiple SAP R/3 systems and other technical components.1 is a prerequisite for the installation of SAP WebAS Java 6.Master Guide: SAP Customer Relationship Management 4.0 SR1 onwards.3. You can download the required J2SE (Java 2 Platform. Standard Edition (J2SE) The installation of J2SE 1. CRM ICSS 4. If you still use SAP WebAS Java 6. TREX 6. Optional Components CRM Add-On for Service Industries This is an ABAP Add-On that has to be installed on the CRM server. SAP Enterprise Portal You can find information about SAP Enterprise Portal on page 21.0 Java 2 SDK.1 is required.

Install SAP WebAS Java (Cluster Version) / Guide: CRM Internet Customer Self-Service (ICSS) Java Application Installation Guide 7. Optional: SAP Enterprise Portal / Guide: http://service. TREX / Guide: Text Retrieval & Information Extraction for CRM Internet Sales 53 October 2005 . 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.com/r3-plug-in 4.com/instguides → SAP Enterprise 6. Master Guide: SAP Customer Relationship Management 4.20 2.0 Installation on Guide: Language Transport (BC-CTS-LAN) <operating system>: <database> 6.sap. Advanced Planner and Optimizer / Guide: SAP Advanced Planner and Optimizer Installation on <operating system>: <database> 5. Guide: EBP / CRM 4. CRM ICSS Guide: Internet Customer Self-Service (ICSS) Java Application Installation Guide 8.sap. Optional: SAP R/3 / Guide: SAP R/3 Installation on <operating system>: <database> 3. CRM Server Install the required languages.0 Installation Sequence Product To Be Installed Subsequent Steps Overview: Related Installation / Configuration Guides [Page 123] 1.

0 and the communication between the components. Each Mobile Client has its own database (see also the Workgroup Production Environment where only one common user database exists on the Workgroup Server). 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. Optional components are shown in a light shade.Master Guide: SAP Customer Relationship Management 4. 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. See also the information about Mobile Sales for Handheld (which is included in the section Enterprise Sales. The connection between the Mobile Clients and the CRM Server is established using the CRM Communication Station. 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 October 2005 54 . Short-term Lock Server. The Mobile Development Workstation(s) contains the Mobile Application Studio and the CRM Mobile Client. Upgrade Console). From time to time. It is connected to the Mobile Client Repository Server using the Mobile Framework. page 82).0 Field Applications Field Sales The following graphics show typical system landscapes for CRM Field Sales 4.

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. Both components can be installed with the Mobile Client setup. On the workgroup server host. The server also contains the files required to enable the clients to exchange data. Master Guide: SAP Customer Relationship Management 4. 55 October 2005 . a central user database exists. 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). 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. In this case the Workgroup Server replicates data from the CRM Server. They are automatically installed during the CRM 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.0 B) Workgroup Production Environment In the Workgroup Production Environment. IPC-SCE and IPC-SPE have their own MS SQL Server database. a workgroup server and multiple workgroup clients exist.

CRM Mobile Application Studio (MAS) MAS is an integrated development environment. which you can use to customize your CRM Mobile Client component applications. Therefore.20.0.Master Guide: SAP Customer Relationship Management 4. these tools had to be installed on the development station host (Mobile Client Development Workbench). The MAS requires a connection to the Mobile Application Repository on the Mobile Repository Server. Mobile Admin Workstation This workstation is used by the Mobile Client Administrators to configure authorizations on the Mobile Clients. and replicated to the clients according to predetermined replication rules.0 must be installed on Windows 2000. Mobile Repository Server The Mobile Application Repository resides on this server. Mobile Development Workstation The Mobile Application Studio resides on this Workstation.0 The CRM Server is based on SAP Web AS ABAP 6. The CRM Server also handles messaging between clients and server.0 on Windows NT 4. On the Mobile Admin Workstation. modifying the layout of an existing screen.0C. BDocModeler and Administration Console In CRM 2. The CRM Server 4. An installation on Windows NT is not supported. test and production environment repositories on the same server. CRM Server 4.0 CRM Communication Station The CRM Communication Station acts primarily as a communication server. From CRM 3. You can install the development. they are integrated in the CRM Server and available as SAP transactions. Data from all mobile clients is consolidated in one central database on the CRM Server. For example. if required. Windows XP or dedicated UNIX platforms. It transforms DCOM calls from the CRM Mobile Clients into RFC calls and hands them to the CRM Middleware (and vice versa). The CRM Server serves as the central data storage and distribution unit for the mobile components. This data is kept up to date by regular data exchange using the middleware component of the CRM Server. Data is exchanged with an OLTP R/3 system and other external systems. a Mobile Client with Internet Pricing and Configurator (IPC) is located. 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. or amending the rules associated with the processing of information (this has to be installed with the Mobile Clients Setup). no installation tasks are required. providing full access to all the necessary data on laptop computers. The mobile components of CRM support a company’s mobile sales force respectively. It is designated for assigning user access definitions and templates. adding a new information field. for using the Mobile Client Application(s). Do not install the CRM Server 4.0 onwards. Mobile System Maintenance (MSY) is a Mobile Client application that provides maintenance functions. October 2005 56 . temporarily storing information and guaranteeing its delivery.

Software adapters are used to connect to external systems. Solaris. These BDocs are subsequently passed to the “standard” flow. In addition. AIX. back-end systems. Master Guide: SAP Customer Relationship Management 4. Advanced Planner and Optimizer (SAP APO) You can use SAP APO for availability checks. you can easily generate a replacement laptop that contains your specific data. Mobile Client Recovery Manager When a mobile sales user is unable to use his or her laptop.0 A middleware layer mainly supports the controlled data exchange with other systems such as mobile clients. Proactive Portal Server ProactivePortal Server is not part of the CRM delivery and must be purchased with an additional OEM licence. 57 October 2005 . scheduler and content acquistion server. • The BDoc Structure Mapper converts the provisional business documents (BDocs) into BDocs by means of mapping rules. 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. Internet Pricing and Configurator (IPC) 4. a replication mechanism ensures a consistent and up-to-date data set on the distributed local databases. and data warehouses. HP-UX. see the information on page 122. the CRM application components exchange data with the middleware layer using a CRM adapter. a replacement laptop may be the fastest solution that can be provided. With the Mobile Client Recovery Manager. For more information on the Mobile Client Recovery Manager. you can initiate a flow that calls up the BDoc Generator for external data once the data is available in the CDB (Consolidated Database). administration server. For more information about supported platforms. It is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. Linux). Message queuing ensures delivery and processing of data. see the Appendix (page 121). The BDoc Generator converts the data into BDocs (provisional business documents) based on predefined rules.0 The IPC processes product configurations and calculates product prices. • BDoc Generator: By calling the ASCII adapter. OLTP R/3 System The installation of an R/3 OLTP system is an optional step. The BDoc Generator and the BDoc Structure Mapper are the server counterparts of the ASCII adapter on the development station. For more information. For mobile clients in particular. They map and convert data to various formats.The ProactivePortal Server consists of a communication server.

1 (SAP Help Portal) October 2005 58 . Mobile Repository Server / Guide: Mobile Client Component Installation Guide 8. Mobile Development Workstation (formerly / known as Workbench) Guide: Mobile Client Component Installation Guide 9. 7. Internet Pricing and Configurator 4. Mobile Client / Guide: Mobile Client Component Installation Guide 11. CRM Communication Station / Guide: Communication Station Guide 6.sap. Optional: ProactivePortal Server / The ProactivePortal is not part of the CRM delivery and must be purchased with an additional OEM licence.0 Installation on Guide: Language Transport (BC-CTS-LAN) <operating system>: <database> 6. CRM Server Install the required languages. Optional: SAP R/3 installation / Guide: SAP R/3 Installation on <operating system>: <database> 3.com/r3-plug-in 4. Mobile Admin Workstation / Guide: Mobile Client Component Installation Guide 10.20 2. Optional: Integration of / SAP APO 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.Master Guide: SAP Customer Relationship Management 4.0 (IPC) / Guide: Installing the Internet Pricing and Configurator 5.0 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. Guide: EBP / CRM 4.

This document is available in the SAP Service Marketplace: http://service.0 - Mobile Client Component Installation Guide and SAP Note 421281.sap. see the SAP CRM 4. This document contains the following information: ƒ Upgrade sequence ƒ References to the required documentation and SAP Notes ƒ Dependencies between components that have to be considered during the upgrade ƒ Important upgrade information 59 October 2005 .com/crm-inst → SAP CRM 4. Master Guide: SAP Customer Relationship Management 4. Upgrade If you want to upgrade an existing Field Sales system landscape.0.0 For detailed information about the overall installation process. see the documentation Upgrade to mySAP CRM Field Sales 4.0 → Field Sales → Upgrade.

0 CRM Field Service The following graphics provide an overview of the main components that are relevant for Field Service. namely mobile devices (such as laptop computers) or handheld devices (such as mobile phones with WAP capability). In general. The service group members carry a PC application and a local database on their laptops (mobile clients). there are two different types of device that service team members can use in the field. 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. 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 October 2005 60 . A) Infrastructure Supporting Mobile Clients The technical integration of mobile devices is similar to Field Sales.Master Guide: SAP Customer Relationship Management 4. where DCOM calls from the mobile clients are transformed into RFC calls (CRM Server-side). This connection is established by the CRM Communication Station.

com/mobile.sap. For information about the SAP Mobile Infrastructure. service employees use handheld devices on which the SAP Mobile Infrastructure (MI) software is installed. see the SAP Service Marketplace: http://service. Master Guide: SAP Customer Relationship Management 4. 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. 61 October 2005 .0 B) Infrastructure: Mobile Service for Handheld In this scenario.

5.0 Mandatory Components CRM Server The CRM Server is based on SAP Web AS ABAP 6. c) Install WFM Core as an add-on to the CRM Server.0B or higher for Service Performance Analytics. October 2005 62 .0 on Windows NT 4. HP-UX. This function is new in CRM 4. If you use the the Business Productivity Pack. in addition.20. The CRM Server 4. It is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. enables the use of an online scheduler within the liveCache (LC). Optional Components SAP BW You can use SAP Business Warehouse 3. which is a suite of supply chain planning tools for real- time planning and decision support. which enables them to work offline. An installation on Windows NT is not supported. SAP liveCache is part of SAP APO technology. which is included in the Advanced Planner and Optimizer. IPC The IPC processes product configurations and calculates product prices. Note that SAP liveCache cannot run independently of SAP APO. 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. Solaris. AIX. SAP liveCache You can use SAP liveCache for Resource Planning. 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.0 and requires no additional APO system.0.2 is required SAP APO SAP APO comprises tools for real-time planning and decision support. Do not install the CRM Server 4. Linux). CRM Mobile Client(s) Field Service users have special mobile client software and an IPC (Internet Pricing and Configurator) on their laptops. SAP liveCache. b) Install SAP APO and. Windows XP or dedicated UNIX platforms.Master Guide: SAP Customer Relationship Management 4. SAP BW 3. For more information about supported platforms.0 must be installed on Windows 2000. The Workforce Management component (WFM Core).

The Mobile Application Studio provides the tools that are used to customize and develop each layer of the mobile component client software.0 onwards. modifying the layout of an existing screen. On the Mobile Admin Workstation. no installation tasks are required. see page 21. BDocModeler and Administration Console In CRM 2. Therefore. The MAS requires a connection to the Mobile Application Repository on the Mobile Repository Server. For example. SAP Mobile Infrastrcucture For more information about the SAP Mobile Infrastructure. SAP Enterprise Portal For more information about the Enterprise Portal. Mobile System Maintenance (MSY) is a Mobile Client application that provides maintenance functions. for using the Mobile Client Application(s). From CRM 3. 63 October 2005 . which you can use to customize your mobile client component applications. CRM Mobile Application Studio (MAS) MAS is an integrated development environment. Mobile Admin Workstation This workstation is used by the Mobile Client Administrators to configure authorizations on the Mobile Clients. 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. see page 20. It is designated for assigning user access definitions and templates. It also retrieves the BDoc repository changes. Mobile Development Workstation The Mobile Application Studio resides on this Workstation. or amending the rules associated with the processing of information (this has to be installed with the Mobile Clients Setup). they are integrated in the CRM Server and available as SAP transactions. Master Guide: SAP Customer Relationship Management 4. these tools had to be installed on the development station host (Mobile Client Development Workbench). a Mobile Client with Internet Pricing and Configurator (IPC) is located. 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.0C.0 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). ASCII Adapter During data import. if required. adding a new information field.

Master Guide: SAP Customer Relationship Management 4.0

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) /

October 2005 64

Master Guide: SAP Customer Relationship Management 4.0

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 /

65 October 2005

Master Guide: SAP Customer Relationship Management 4.0

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.

October 2005 66

. For each channel from a particular vendor. MS Exchange) CRM Server Host MCIS Host RDBMS eMail CRM Connector Server CTI Vendor (e. The connection between the MCIS server and the CRM Server is established using the SAP Multi Channel Interface (SAP MC). WebChat.. For more details.. For more information about the registration process.Multichannel Interface Services. You can integrate telephony. 67 October 2005 . CTI Connect) BW SAP IC WinClient MC Framework Telephony MCIS Connector RDBMS RDBMS WebChat Vendor WebChat (e. which is implemented on the CRM Server.. see SAP Note 437349 . MS IIS) Connector IPC OLTP R/3 Internet Pricing and Configurator . an e-mail connector enables the communication to an e-mail vendor. As a vital component. you have to install the Multichannel Interface Services (MCIS) server. paging. and IVR vendors into the MCIS server. For the latest information on MCIS. see the SAP MCIS Installation Guide. a channel connector is required for interfacing that channel with the MCIS.g. Plug-In RDBMS .g. This registration form is available in SAPService Marketplace (alias /CRM-INST). e-mail. such as MS Exchange or Lotus Notes. We recommend that you install this component on a dedicated host. see the SAP MCIS Installation Guide. For example. 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. Master Guide: SAP Customer Relationship Management 4. Therefore channel-specific connectors are implemented as modules within the MCIS server.g.0 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.

You can easily connect external communication components to an SAP system (for example. October 2005 68 .Master Guide: SAP Customer Relationship Management 4. The Broadcast Messaging Server is a J2EE application that uses the database of the CRM Server. The CRM Server 4.0. Windows XP or dedicated UNIX platforms. the Interaction Center includes a function called Real-Time Screen Pop. For example. This enables data exchange between the CRM Server and telephony components.20. To use this function. 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. Optional Components CRM Add-On for Service Industries This is an ABAP Add-On that has to be installed on the CRM server.0 on Windows NT 4. No specific host is required for the telephony server installation. Do not install the CRM Server 4. It consists of the external telephony software. 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. As of CRM 3. the following components must be installed: • SAP GUI 6. it is possible to install the telephony server on the same host as the e-mail server if both components support the same platforms.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. on each work center (locally). • SAPphone SAPphone integrates telephony functions into SAP applications. • SAPconnect You can use SAPconnect to integrate e-mail functions.0 Mandatory Components CRM Server The CRM Server is based on SAP Web AS ABAP 6. which is installed on a server (centrally).0 onwards. an e-mail server or an SMTP server) by using SAPconnect. for example).0 must be installed on Windows 2000. The CRM Server includes the IC WinClient framework and the SAP applications SAPphone and SAPconnect. Broadcast Messaging Server This J2EE component provides the functions for broadcasting messages from an IC WinClient supervisor to IC WinClient agents. An installation on Windows NT is not supported. or distributed (client/server).

To effectively use the Multichannel Interface Server. At this time.2 is required You can define attributes and select key BW figures for business partners in CRM 4. This function is not provided in the CRM system. multi-vendor support for the Customer Interaction Center. you must purchase one or more multichannel interface connectors. chat. Master Guide: SAP Customer Relationship Management 4. for example).0.5. HP-UX. These figures are calculated in the Business Information Warehouse (BW).0 PBX (Third Party) Private Branch Exchange (PBX) includes a telephony switch (Siemens HICOM US 300E.0 (CRM IPC) The IPC processes product configurations and calculates product prices. AIX. see SAP Note 435542. see page 21. SAP BW 3. 69 October 2005 . Solaris. see SAP Note 429067 SAP APO SAP APO is an optional component that enables product availability checks. The Multichannel Interface Server controls and coordinates channel and agent interactions of any number of channels. you must integrate SAP APO. SAP Content Server You can use SAP Content Server to administer large amounts of documents. e-mail. There are multiple customer properties that can be calculated in the BW system and that are useful for interactions. connectors are available for telephony (CTI). Internet Pricing and Configurator 4. and can be displayed in the Interaction Center. for example). a UNIX mail server. If you use the the Business Productivity Pack. SAP Enterprise Portal For more information about the Enterprise Portal. or an SMTP server. E-Mail Server This is an Internet mail server (the Microsoft Exchange Server. The Alert Modeler can trigger these key BW figures. For more information about supported platforms. Linux). and paging. Multichannel Interface Server (MCIS) The Multichannel Interface Server provides multichannel. The IPC is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. For checking the product availability of telesales orders. SAP BW The integration of Business Information Warehouse is an optional step. For more information about connectors.

See related SAP Note 413617 5. Guide: SAP MCIS Installation Guide 6. 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. Optional: Multichannel Interface / Services (MCIS). Optional: SAP R/3 / Guide: SAP R/3 Installation on <operating system>: <database> 3.0 Installation on LAN) 6. Broadcast Messaging Server / Guide: Broadcast Messaging Server Installation October 2005 70 . d.0 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. read the document CRM Telesales Implementation and Configuration . Optional: Telephony Gateway.com/r3- plug-in 4. Integrate SAP APO (Guide: Integration of CRM and APO-ATP) 2. / Telephony Server (third-party documentation) 7. see the SAP Service Marketplace: http://service.sap.Step by Step. Optional: Internet Pricing and / Configurator (IPC) Guide: Installing the Internet Pricing and Configurator. Install the required languages (Guide: Language Transport (BC-CTS- Guide: EBP / CRM 4.Master Guide: SAP Customer Relationship Management 4.20) <operating system>: <database> b. CRM Server a. If you use the telesales functions. Configure the Interaction Center (Guide: Customer Interaction Center) c.

BC-SRV- COM (communication interfaces) 13. Optional: Install IC Scheduling / Guide: IC WFM Installation Guide 71 October 2005 .0 using crm_sdb_linstall. Optional: SAP Content Server / Guide: SAP Content Server Installation Guide 14. Master Guide: SAP Customer Relationship Management 4. You can download the installation package from the Web repository of CRM 4.sap. Optional: Integration of SAP / Used for interactive scripting evaluation / (SAP Library) Used for BW key figures and Alert Modeler / (SAP Library) 10.0 8. Guide: SDB Localization: Asian Language Support Package 9. Optional: Integration of an E-Mail / server using SAPconnect Documentation: SAP Library.com/instguides → SAP Enterprise Portal 12. Optional: Integration of SAP / Enterprise Portal Guide: http://service. Optional: CRM SDB Localization / This component is required for Asian language support. Optional: Installation of SAP APO / Guide: SAP APO Installation on <operating system>: <database> 11. The installation and configuration guide is available within the installation package.

0 C) Interaction Center .0 The CRM Server is based on SAP Web AS ABAP 6.Web Client Java Configuration (CRM 4.0 on Windows NT 4.20. 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. Windows XP or dedicated UNIX platforms. An installation on Windows NT is not supported.0. Do not install the CRM Server 4.0 must be installed on Windows 2000.Master Guide: SAP Customer Relationship Management 4. 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. 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. October 2005 72 . The CRM Server 4.0 SR01) The following graphic shows a typical. an instance of the SAP WebAS Java is required in which multiple J2EE applications run. SAP Web AS Java In the Interaction Center (IC) WebClient scenario.

the Enterprise Portal is an optional component which becomes mandatory when PCUI is the standard user interface.0 Broadcast Messaging Server This J2EE application provides the functions for broadcasting messages from an Interaction Center supervisor to Interaction Center agents. If you use the the Business Productivity Pack. Installation of this component is not required for the non-Java configuration of Interaction Center WebClient in the Add-On release for Service Industries. this option is not an alternative to the Enterprise Portal in general but only an option for Call Center agents to use additional functions. It runs within the SAP WebAS Java and uses the database of the CRM Server to store information. However. SAP BW You can use SAP BW for service performance analytics. Installation of this component is not required for the non-Java configuration of Interaction Center WebClient in the Add-On release for Service Industries. The broadcast messaging server uses the database of the CRM server.5. Master Guide: SAP Customer Relationship Management 4.0 is a J2EE application that enables Web-based access to the Interaction Center functions.20. Installation of this component is not required for the non-Java configuration of Interaction Center WebClient in the Add-On release for Service Industries. Note. CRM Software Agent Framework (SAF) SAF is a J2EE application that is used for knowledge service. This component is manadatory only if you are installing SAP Web AS Java 6.2 is required 73 October 2005 . SAP Enterprise Portal You can find information about the Enterprise Portal on page 21. CRM IC WebClient IC WebClient 4. Interaction Center Scheduling (ICS) ICS is a J2EE application that runs within the SAP WebAS Java. intelligent classification service and solution search. We recommend that you install TREX on a separate server machine (host) for production use due to performance and memory demands of TREX.20 The Java Libs 6. that it is also possible to directly call PCUI from IC Web Client. SAP BW 3. Java Libs 6. SAP APO You can use SAP APO for checking product availability. Optional Components TREX You can find information about the TREX search engine on page 118. compilation service. In general.20 includes the Business Communication Broker component.

HP-UX. Linux). Solaris. October 2005 74 .Master Guide: SAP Customer Relationship Management 4.0 CRM IPC The IPC processes product configurations and calculates product prices. For more information about supported platforms. The IPC is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. see SAP Note 429067 SAP R/3 You can use SAP R/3 for CO integration. AIX.

Install IC Web Client This component is required for Java Configuration only.0 11. Install Software Agent Framework (SAF) This component is required for Java Configuration only.com/r3-plug-in 4. Guide: Broadcast Messaging Server Installation Guide 12.20) 10. Optional: Install IPC Guide: Installing the Internet Pricing and Configurator 14.0 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. Master Guide: SAP Customer Relationship Management 4. Guide: Software Agent Framework (SAF) Release 4.20 (including Business Communication Broker. Install SAP WebAS Java 9. Optional: Install SAP R/3 Guide: R/3 Installation on <operating system>: <database> 3. Optional: Install Broadcast Messaging Server This component is required for Java Configuration only. Guide: Interaction Center Web Client 13. Optional: Install Enterprise Portal See the information about the Enterprise Portal on page 21 7. see the SAP Service Marketplace: http://service. Optional: Install SAP APO. Install Java Libs 6. Install the CRM Server Guide: CRM 4. Guide: IC WFM Installation Guide 75 October 2005 . Optional: Plug-In for OLTP R/3 For detailed information about the required R/3 Plug-In. only required for WebAS Java 6. Optional: SAP Business Warehouse Guide: SAP BW Installation on <operating system>: <database> 6. Optional: Install TREX (separate host recommended) Guide: TREX Installation Guide 8.0 Installation on <operating system>: <database> 2.sap. liveCache Guide: SAP APO Installation on <operating system>: <database> 5. Optional: Install IC Scheduling This component is required for Java Configuration only.

0 Add-On for Service Industries (Non-java configuration) With the service industries Add-On. Do not install the CRM Server 4.0 on Windows NT 4. a non-java version of the IC Web Client scenario is supported.0.0 CRM 4.0 The CRM Server is based on SAP Web AS ABAP 6. 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. Windows XP or dedicated UNIX platforms.20. 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.Master Guide: SAP Customer Relationship Management 4. October 2005 76 . The CRM Server 4. 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.0 must be installed on Windows 2000.

Master Guide: SAP Customer Relationship Management 4.0

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>

77 October 2005

Master Guide: SAP Customer Relationship Management 4.0

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:

October 2005 78

Master Guide: SAP Customer Relationship Management 4.0

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 Manager’s 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.

79 October 2005

com/instguides -> Industry Solutions -> Industry Solution Master Guide. For more information about the Enterprise Portal. The installation runs separately on each machine that is housing the component or components. 3. For the implementation of the Interaction Center for Automative.Master Guide: SAP Customer Relationship Management 4.iviewstudio. see SAP for Discrete Industries and Mill Products . see page 21. in which case the installation process handles it automatically). For more information. Additional technical configuration is required to complete the installation process. Product To Be Installed Overview: Related Installation / Configuration Guides [Page 123] 1. Identify the application server where the Calculation Server is located (unless they are on the same machine. Review default settings for calculation servers and change.com/. the same software components are required as for the standard interaction center (page 66) October 2005 80 .71 to SAP CRM and use this data in the Interaction Center for Automotive. and is defined in the post-installation steps of the Installation Guide. The two components can be run in any order.sap. Installation Sequence The following table provides an overview of the main installation steps.0 Enterprise Portal User access to IC scheduling is realized through the Enterprise Portal. Identify the application server where the Portal Server is located. 2. The required iViews can be downloaded from http://www. E) Interaction Center for Automotive You can copy vehicle data from SAP DIMP 4. if necessary.Master Guide in the SAP Service Marketplace at service.

81 October 2005 . Do not install the CRM Server 4. The CRM Server 4.0. 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 6.2 is required SAP Enterprise Portal For more information about the Enterprise Portal.0 on Windows NT 4. see page 21. If you use the the Business Productivity Pack.5.20. you can create reports and replicate them to the users who are working offline and using the middleware.0 must be installed on Windows 2000. An installation on Windows NT is not supported. SAP BW 3. The BW analysis is replicated as MS Excel spreadsheets and made available in the component reports. Windows XP or dedicated UNIX platforms. SAP BW 3.0 Sales Account Management The following graphic shows a typical system landscape for CRM Account Management.1 On the SAP BW server. Master Guide: SAP Customer Relationship Management 4.

Do not install the CRM Server 4.0 Optional Components CRM Add-On for Service Industries This is an ABAP Add-On that has to be installed on the CRM server.0 must be installed on Windows 2000.sap. see the SAP Service Marketplace: http://service.0 on Windows NT 4. October 2005 82 . An installation on Windows NT is not supported.0.20. Mandatory Components CRM Server The CRM Server is based on SAP Web AS ABAP 6. Windows XP or dedicated UNIX platforms.com/mobile. 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.Master Guide: SAP Customer Relationship Management 4. The CRM Server 4.

SAP APO SAP APO comprises tools for real-time planning and decision support. Enterprise Portal For more information about the Enterprise Portal. see page 20.1 is an interface which enables the exchange of data between one or multiple SAP R/3 systems and other mySAP. and FI-CA is an optional step. CO.The MapBox is controlled by an environment that will determine how the processing happens 83 October 2005 . Linux). 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. AIX. HP-UX. SAP BW The installation of an SAP Business Information Warehouse server is optional. benefit from the performance boost enabled by liveCache.]. as well as production planning and detailed scheduling. ATP (available-to-proMObimise). 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. The Workforce Management component (WFM Core).0 PI 2004. The BW analysis is replicated as MS Excel spreadsheets and made available in the component reports. This type of predefined rule is known as a MapScenario. SAP liveCache The liveCache is part of SAP APO technology.com components. which is a suite of supply chain planning tools for real- time planning and decision support. SAP R/3 The installation of SAP R/ with SCM. For more information about supported platforms. SAP BW 3. you can create reports and replicate them to the users who are working offline and using the middleware. SAP Mobile Infrastructure For information about SAP Mobile Infrastructure. Master Guide: SAP Customer Relationship Management 4.5. enables the use of an online scheduler within the liveCache (LC). On the SAP BW server.1 The SAP R/3 Plug-In PI 2004. which is included in the Advanced Planner and Optimizer. see page 21. If you use the the Business Productivity Pack. The IPC is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. Solaris.2 is required CRM IPC The IPC processes product configurations and calculates product prices.

Internet Pricing and Configurator (IPC) / Guide: Installing the Internet Pricing and Configurator 8. 5. see the SAP Service Marketplace: http://service. Guide: CRM 4. Install SAP BW / Guide: Business Information Warehouse Installation on <Platform>: <Database> Release Installation 7.20 2.0 Installation on <operating Guide: Language Transport (BC- system>: <database> CTS-LAN) 6. Optional: MapBox.Master Guide: SAP Customer Relationship Management 4. Optional: R/3 Installation Guide: SAP R/3 Installation on <operating / system>: <database>) 3. Groupware / server.0 at runtime. Connector. Plug-In. 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. 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. Presently. / Handheld Sales Application 9. liveCache Installation Guide: SAP Advanced Planner and Optimizer / Installation on <operating system>: <database> 6. Groupware Client Guide: MapBox Installation Guide October 2005 84 . This controlling environment is known as the Mapcase. CRM Server Install the required languages. Optional: SAP Mobile Infrastructure. Optional: SAP APO.com/ r3-plug-in 4. 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. 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).sap.

0 on Windows NT 4. see SAP Note 429067 85 October 2005 . Do not install the CRM Server 4.0 must be installed on Windows 2000. For more information about supported platforms.0 The IPC is used for pricing. SAP R/3 Enterprise 4. You also have to install IS- Oil 46C up to CRT 74 (SAPKI4C074) Contracts & Chargeback (Pharma) Mandatory Components CRM Server 4. Solaris. CRM IPC 4.71. The CRM Server 4.20. The IPC is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. HP-UX. configuration and tax determination.10 and SAP Media is required. For more information.com components. CRM Add-On for Service Industries This is an ABAP Add-On that has to be installed on the CRM server. Master Guide: SAP Customer Relationship Management 4.0 Intellectual Property Management The Implementation is similar to Enterprise Sales (page 82) If you use the industry scenario Intellectual Property Management.1 is an interface which enables the exchange of data between one or more SAP R/3 systems and other mySAP. Linux).0. PI 2004. 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.7 with Extension Set 1. An installation on Windows NT is not supported. SAP R/3 46C including R/3 Support Package 43 is required as a mandatory component. Windows XP or dedicated UNIX platforms.0 The CRM Server is based on SAP Web AS ABAP 6.1 The SAP R/3 Plug-In PI 2004. see the Master Guide SAP for Media Using SAP Media 4. AIX.

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.6C (ABA. Guide: CRM 4. 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] 1.7 including Extension Set 1. CRM Server Install the required languages.20/ 4. communication (SAP Help see the SAP Service Marketplace (alias /r3-plug-in) Portal).0 Installation on <operating system>: Guide: Language Transport (BC- <database> CTS-LAN) 6.Master Guide: SAP Customer Relationship Management 4.1 and Extension EA-APPL ‰ 4. Internet Pricing and Configurator (IPC) / Guide: Installing the Internet Pricing and Configurator October 2005 86 . 3.0 SAP R/3 The following R/3 versions are supported: ‰ SAP R/3 4. R/3 Installation / Guide: SAP R/3 Installation on <operating system>: <database>) 2.

The IPC is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. SAP BW 3. contract change management. Master Guide: SAP Customer Relationship Management 4. Solaris.20. Linux). Windows XP or dedicated UNIX platforms. CRM Add-On for Service Industries This is a mandatory ABAP Add-On that has to be installed on the CRM server. The CRM Server is based on SAP Web AS ABAP 6.1 for reporting functions.0 on Windows NT 4.7 with Extension Set 2. AIX. Optional components SAP BW 3. Accounts Receivable.7 + E-Set 2.0 Contract Mangement & Leasing Mandatory Components CRM Server The CRM Server is used for financing products. Leasing Accounting Engine.0 You must either install an R/3 system 4.2 is required 87 October 2005 .1 You can use SAP BW 3. CRM IPC The IPC processes product configurations and calculates product prices. see SAP Note 429067 SAP R3 4. HP-UX. The CRM Server 4. iobject / iBase integration and periodic billing.6C with the LAMACC 463 Add-On or SAP R/3 Enterprise 4. An installation on Windows NT is not supported.0 for Business Partner Replication. For more information about supported platforms. If you use the the Business Productivity Pack. General Ledger and Taxes.5. quote and contract management.0 must be installed on Windows 2000. Do not install the CRM Server 4.0. SAP EBP SAP EBP is required for Vendor invoice verification. Accounts Payable. masteragreements.6C + LAMACC 463 or R3 Enterprise 4.

sap.6C Install the LAMACC 463 Add-On on SAP R/3 4.Master Guide: SAP Customer Relationship Management 4.com/r3-plug-in 3.6C or or SAP R/3 Enterprise 4. Install SAP R/3 4. 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.7 the Extension Set. Internet Pricing and Configurator (IPC) / Guide: Installing the Internet Pricing and Configurator 5.20 4.0 Installation on Guide: Language Transport (BC-CTS-LAN) <operating system>: <database> 6. SAP Business Warehouse Guide: SAP BW Installation on <operating system>: <database> October 2005 88 . CRM Server Install the required languages. Guide: EBP / CRM 4. if SAP R/3 Enterprise is Guide: SAP R/3 Installation on <operating used system>: <database> 2.0 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.

Mandatory Components CRM Server 4.0 must be installed on Windows 2000. PI 2004. FI and ICM Engine (optional). SAP R/3 SAP R/3 is required for SD. configuration and tax determination. CRM Interaction Center (page 66). CRM IPC The IPC is used for pricing. SAP BW 3.20. Linux). Windows XP or dedicated UNIX platforms. Master Guide: SAP Customer Relationship Management 4.0. Opportunity Management and Contract Management. HP-UX. CRM Account Management (page 81) and CRM Field Sales (page 54).com components. 89 October 2005 .2 is required SAP SEM SAP SEM is installed as an add-on to the SAP BW system.0 Value-based Detailing (Pharma) The implementation of thje scenario Value-based Detailing follows the implementations of CRM Enterprise Sales (page 82).1 The SAP R/3 Plug-In PI 2004. see SAP Note 429067 SAP BW SAP BW is used for Sales Performance Analytics. AIX. Solaris. Channel Sales for SemiCo Technical Infrastructure The system landscape is similar to Field Sales (page 54). CRM Marketing (page 105).1 is an interface which enables the exchange of data between one or more SAP R/3 systems and other mySAP.0 on Windows NT 4.0 The CRM Server is used for Sales Order Processing. An installation on Windows NT is not supported. The IPC is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. If you use the the Business Productivity Pack. The CRM Server 4. For more information about supported platforms. It is required for Sales Planning.5. The CRM Server is based on SAP Web AS ABAP 6. Do not install the CRM Server 4.

The Mobile Application Studio provides the tools that are used to customize and develop each layer of the mobile component client software. and are automatically installed during the mobile client setup. or amending the rules associated with the processing of information (this has to be installed with the Mobile Clients Setup). It is designated for assigning user access definitions and templates. they are integrated in the CRM Server and are available as SAP transactions. Therefore. Mobile Admin Workstation This workstation is used by the Mobile Client Administrators to configure authorizations on the Mobile Clients. adding a new information field. CRM Communication Station The CRM Communication Station acts primarily as a communication server. October 2005 90 . for using the Mobile Client Application(s). 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. Optional Components CRM Add-On for Service Industries This is an ABAP Add-On that has to be installed on the CRM server.0 onwards. if required. BDocModeler and Administration Console In CRM 2. ASCII Adapter During data import.Master Guide: SAP Customer Relationship Management 4. IPC- SCE and IPC-SPE have their own MS SQL Server database. The MAS requires a connection to the Mobile Application Repository on the Mobile Repository Server. which you can use to customize your mobile client component applications. MSY (Mobile System Maintenance) is a Mobile Client application that provides maintenance functions. a Mobile Client with Internet Pricing and Configurator (IPC) is located. modifying the layout of an existing screen. It transforms DCOM calls from the mobile clients into RFC calls and hands them to the CRM Middleware (and vice versa). these tools had to be installed on the development station host (Mobile Client Development Workbench). From CRM 3. CRM Mobile Application Studio (MAS) MAS is an integrated development environment. It also retrieves the BDoc repository changes. no installation tasks are required. On the Mobile Admin Workstation.0 CRM Mobile Client(s) Field Service users have a special mobile client software and an IPC (Internet Pricing and Configurator) on their laptops. For example. Mobile Development Workstation The Mobile Application Studio resides on this Workstation. 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). which enables them to work offline.0C.

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. 91 October 2005 . Mobile Admin Workstation / Guide: Mobile Client Component Installation Guide 11. Mobile Development Workstation (formerly / known as Workbench) Guide: Mobile Client Component Installation Guide 10. Master Guide: SAP Customer Relationship Management 4.0 - Mobile Client Component Installation Guide and SAP Note 421281.com/r3-plug-in 3.0 (IPC) / Guide: Installing the Internet Pricing and Configurator 5. Internet Pricing and Configurator 4.20 4.0 Installation on Guide: Language Transport (BC-CTS- <operating system>: <database> LAN) 6. CRM Communication Station / Guide: Communication Station Guide 8.sap. SEM installation (Add-On to SAP BW) 7. Guide: EBP / CRM 4.0 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. see the SAP CRM 4. Install SAP R/3 / Guide: SAP R/3 Installation on <operating system>: <database> 2. Mobile Client / Guide: Mobile Client Component Installation Guide For detailed information about the overall installation process. SAP Business Warehouse Guide: SAP BW Installation on <operating system>: <database> 6. Mobile Repository Server / Guide: Mobile Client Component Installation Guide 9. CRM Server Install the required languages.

‰ Pre-configuration content applied as a package during implementation. complete with flexible rules engine. and optional interfaces to FI A/P.0 RDBMS October 2005 92 . and Agents. ‰ Portal iViews and a Commission Simulation iView providing reward visibility to Sales Reps. Sales Managers. or to third party systems for payout disbursement. This transport also utilizes the ICM application interface for automatically calculating commission results. 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 . It comprises the following: ‰ ICM application residing in the R/3 Enterprise extension. ‰ Data transport service between the ICM application in R/3 Enterprise and BW and CRM for migrating transaction data.1 CRM Server RDBMS SAP ABAP Engine BW Host SAP J2EE Engine SAP Java Connector SAP Business RDBMS Warehouse SAP Enterprise Portal 5.ICM Extension HR 1. role- based content for Commission Administrators and Commission Clerks.0 Incentive and Commission Management Incentive & Commission Management is used for aligning and motivating the sales team. HR.Master Guide: SAP Customer Relationship Management 4.

20. EA-APPL must be at a minimum level of 0010.com).0 on Windows NT 4.1 SP10 or higher. If you use the the Business Productivity Pack.0 Enterprise Portal provides access to Incentive/Commission information through iViews. Master Guide: SAP Customer Relationship Management 4.2 is required Business Package mySAP CRM 4. An installation on Windows NT is not supported. Any supported Web server can be used.iviewstudio.0 must be installed on Windows 2000. the ICM application is available as part of the software component EA-APPL within SAP Financial Extension 1.0 The CRM Server is based on SAP Web AS ABAP 6. SAP BW 3.0 Mandatory Components CRM Server 4. you access Preconfiguring the ICM Engine through the Solution Manager rather than the SAP Library. The ICM application in R/3 Enterprise provides interfaces to these or third party systems. Requires Roles of Sales Manager and Sales Representative.0. The required iViews are downloaded through iView Studio (www. 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. Once the Solution Manager has been implemented.5. Pre-configured Content Pre-configuration content is provided as part of the initial application implementation. Do not install the CRM Server 4. SAP R/3 or SAP R/3 Enterprise for mySAP Payroll or mySAP Financials A/P SAP R/3 provides Settlement/Disbursement. 93 October 2005 . Optional Components CRM Add-On for Service Industries This is an ABAP Add-On that has to be installed on the CRM server. The CRM Server 4. Windows XP or dedicated UNIX platforms. SAP R/3 Enterprise On the SAP R/3 Enterprise system. The pre- configuration steps are outlined within the SAP Library under Customer Relationship Management Æ CRM Incentive and Commission Management Æ CRM Incentive and Commission Management Æ Initial Set-up for CRM-ICM Æ Preconfiguring the ICM Engine.

0 on Windows NT 4. October 2005 94 .0 Installation Sequence Incentive and Commission Management does not require a specific installation sequence. Do not install the CRM Server 4. The CRM Server 4. Windows XP or dedicated UNIX platforms.20. 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 6.0.0 must be installed on Windows 2000. An installation on Windows NT is not supported.Master Guide: SAP Customer Relationship Management 4.

HP-UX. Internet Pricing and Configurator (IPC) The IPC processes product configurations and calculates product prices. Enterprise Portal For more information about the Enterprise Portal. AIX. If you use the the Business Productivity Pack. The IPC is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. For more information about supported platforms.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 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. Master Guide: SAP Customer Relationship Management 4. SAP BW 3. Linux).2 is required SAP APO You can use SAP APO for ATP checks. The BW analysis is replicated as MS Excel spreadsheets and made available in the component reports.5. Solaris. 95 October 2005 . see page 21. see SAP Note 429067 SAP R/3 The installation of an R/3 OLTP system is an optional step.

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. Optional: SAP BW 3. Optional: Integration of SAP Enterprise Portal Guide: http://service. Optional: SAP R/3 / Guide: SAP R/3 Installation on <operating system>: <database> 3.0 October 2005 96 . Installation Guide SAP CAT Server for CRM 4.com/r3-plug-in 4. see the SAP Service Marketplace: Portal) http://service. CRM Server Installing the required languages.com/instguides / → SAP Enterprise Portal 8.0B / Guide: SAP BW Installation on <operating system>: <database> 5.sap. process / special XSLT programs Guide: SAP Note 687094.sap. Guide: EBP / CRM 4.0 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] 1.0 Installation on <operating Guide: Language Transport (BC- system>: <database> CTS-LAN) 6. Optional: CAT Server for Printing PDF. Optional: SAP APO / Guide: SAP APO Installation on <operating system>: <database> 6.Master Guide: SAP Customer Relationship Management 4. Optional: Internet Pricing and Configurator (IPC) / Guide: Installing the Internet Pricing and Configurator 7.20 2.

you must install the OLTP Plug-In in the R/3 system to enable communication between the CRM Server and the R/3 system.71 or IS-PS-CA 4. Do not install the CRM Server 4. It is based on SAP Web AS ABAP 6. Master Guide: SAP Customer Relationship Management 4.1 If you use SAP R/3 Enterprise.0 must be installed on Windows 2000. Linux).0. Solaris.0 Constituent Services Mandatory Components CRM Server The CRM Server is used for Web requests. PI 2004. This is a prerequisite for business partner replication. 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.6C SR2 You can use SAP R/3 Enterprise for business partner replication. IS-PS-CA 4. The CRM Server 4. replication of business agreement to citizen account. AIX.10 or R/3 Enterprise 4. CRM Add-On for Service Industries This is a mandatory ABAP Add-On that has to be installed on the CRM server. 97 October 2005 .64 You can use the IS-PS-CA Add-On for business partner replication. replication of business agreement and citizen account management.7 + E-Set 1. For more information about supported platforms. HP-UX. Windows XP or dedicated UNIX platforms.20. An installation on Windows NT is not supported. request processing and billing.0 on Windows NT 4. FSCM-Biller Direct This is a Java component that is used for online bill presentment and payment. see SAP Note 429067 R/3 Enterprise 4. and posting of billing documents to citizen account.

Optional: Install Biller Direct October 2005 98 . Optional: Install Extension Set 3. Optional: Install IS-PS-CA 4. Optional: Install SAP R/3 Enterprise Guide: SAP R/3 Enterprise Installation on <operating system>: <database> 2.sap. see the SAP Service Marketplace: http://service.0 Installation on <operating system>: <database> 6. Optional: Plug-In for OLTP R/3 For detailed information about the required R/3 Plug-In.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. Optional: Install IPC Guide: Installing the Internet Pricing and Configurator 7. Install CRM Server Guide: CRM 4.Master Guide: SAP Customer Relationship Management 4.com/r3-plug-in 5.

The CRM Server 4. This is a prerequisite for Business Partner Replication and Replication of Business Agreement to Citizen Account. HP-UX. Do not install the CRM Server 4. An installation on Windows NT is not supported. Linux). CRM IPC The IPC provides pricing functions.0 on Windows NT 4. IS-PS-CA 4.10 or R/3 Enterprise 4.6C SR2 You can use SAP R/3 Enterprise for business partner replication.1 If you use SAP R/3 Enterprise.0 Case Management for Public Sector Mandatory Components CRM Server The CRM Server is based on SAP Web AS ABAP 6. AIX.64 You can use the IS-PS-CA Add-On for business partner replication and citizen account management.0 must be installed on Windows 2000. Solaris. 99 October 2005 . you must install the OLTP Plug-In in the R/3 system to enable communication between the CRM Server and the R/3 system. For more information about supported platforms.71 or IS-PS-CA 4. see SAP Note 429067 R/3 Enterprise 4. Optional Components CRM Add-On for Service Industries This is an ABAP Add-On that has to be installed on the CRM server. It is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. Plug-In for OLTP 2004.0. Master Guide: SAP Customer Relationship Management 4.7 with Extension Set 1. Windows XP or dedicated UNIX platforms.20.

0 Installation on <operating system>: <database> 6.10 3. Optional: Plug-In for OLTP R/3 For detailed information about the required R/3 Plug-In. Optional: Install SAP R/3 Enterprise Guide: SAP R/3 Enterprise Installation on <operating system>: <database> 2.sap.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. Optional: Install IPC Guide: Installing the Internet Pricing and Configurator October 2005 100 . Install CRM Server Guide: CRM 4.Master Guide: SAP Customer Relationship Management 4. Optional: Install Extension Set 1.com/r3-plug-in 5. see the SAP Service Marketplace: http://service. Optional: Install IS-PS-CA 4.

sap. CRM Add-On for Service Industries This is a mandatory ABAP Add-On that has to be installed on the CRM server.0 CRM Professional Service The following graphic shows a typical infrastructure for CRM Professional Service. See also the Master Guide mySAP PLM using SAP cProject Suite 3. cProject Suite cProjects is installed as an Add-On on the CRM Server. Do not install the CRM Server 4.1 which is available in the SAP Service Marketplace: service.0.0 on Windows NT 4. Master Guide: SAP Customer Relationship Management 4.0 must be installed on Windows 2000 or dedicated UNIX platforms.20 (SAP Web Application Server).com/PLM-INST 101 October 2005 . The CRM Server 4. 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. An installation on Windows NT is not supported.

Master Guide: SAP Customer Relationship Management 4.0

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.

October 2005 102

Master Guide: SAP Customer Relationship Management 4.0

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.

103 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 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

October 2005 104

An installation on Windows NT is not supported.0 must be installed on Windows 2000 or dedicated UNIX platforms. PI_BASIS 2004.0.0 on Windows NT 4. Master Guide: SAP Customer Relationship Management 4.0 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. The CRM Server 4.1 The PI_Basis Plug-In is required for communication between SAP Business Warehouse and the CRM System.20 (SAP Web Application Server). Do not install the CRM Server 4. 105 October 2005 .

From a business point of view. SAP CRM Intelligence Connector From a technical point of view.5. It requires SAP Java Connector and a JDBC driver. HP-UX. For more information about supported platforms. SAP WebAS Java The SAP WebAS Java is required to run the SAP CRM Intelligence Connector. the CRM Intelligence Connector provides the operational processes with the Real-Time Analytics service. CRM Communication Station The CRM Communication Station acts primarily as a communication server. CRM Mobile Client The CRM Mobile Client is used for Campaign execution and maintenance of Business Partner Marketing Attributes. SAP BW 3. SAP Enterprise Portal The Enterprise Portal is used for Collaborative Lead Management. It is a Java application that uses the same database as the CRM Server and is available for various Operating Systems (Windows. Solaris. AIX. Collaborative Lead Management and External List Management If you use the the Business Productivity Pack. 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.Master Guide: SAP Customer Relationship Management 4.0 SAP BW SAP Business Warehouse is required for CRM Analytics. Marketing Analytics. It allows the user to administer and manage large numbers of predictive models and key performance indicators (KPIs) obtained from multiple sources. Linux). It transforms DCOM calls from the mobile clients into RFC calls and hands them to the CRM Middleware (and vice versa). tax determination and Surveys). the CRM Intelligence Connector is a J2EE application that typically runs within the SAP WebAS Java.2 is required CRM IPC The Internet Pricing and Configurator (IPC) is used for Campaign Execution (Pricing. Configuration. SAP SEM You can use SEM for Key Figure Planning. October 2005 106 .

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. you must also install the SAP liveCache component.5B and later. which is a suite of supply chain planning tools for real- time planning and decision support. SAP liveCache The SAP liveCache component is mandatory if you use SAP APO for CRM Marketing. A precondition for R/3 releases less than or equal to 4. If you use SAP APO in this scenario. CO-PA Campaign transfer to R/3 is possible with R/3 4. SAP R/3 with PS. that SAP liveCache cannot run independently of SAP APO. Note. FI.0 SAP APO You can use SAP APO for integrating marketing campaigns with SCM Demand Planning. 107 October 2005 .6B is the implementation of SAP Note 210104. SAP liveCache is part of SAP APO technology. Master Guide: SAP Customer Relationship Management 4.

It is used for Promotion Master Data.0 must be installed on Windows 2000. Condition Generation and CRM Order (optional). For example.0.20 (SAP Web Application Server). Do not install the CRM Server 4. SAP R/3 You can use SAP R/3 for Order Execution. The CRM Server 4.1 is an interface which enables the exchange of data between one or more SAP R/3 systems and other mySAP. PI 2004. Billing and Rebate Settlement. An installation on Windows NT is not supported.0 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 6.1 The SAP R/3 Plug-In PI 2004. it is required for the transfer of conditions and rebate agreements from CRM to R/3. Windows XP or dedicated UNIX platforms.0 on Windows NT 4. Planning Integration.com components.Master Guide: SAP Customer Relationship Management 4. October 2005 108 .

Enterprise Portal For more information about the Enterprise Portal. see page 21. It transforms DCOM calls from the mobile clients into RFC calls and hands them to the CRM Middleware (and vice versa).20 with CRM Add-On This frontend component is required for the segment builder. 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.0 SAP BW SAP Business Warehouse is used for data modeling of business content SAP SEM SEM 3. It is used for Promotion Planning and Simulation. CRM Communication Station The CRM Communication Station acts primarily as a communication server.5 is installed on SAP Business Warehouse as an add-on. Optional Components CRM Mobile Client The Mobile Client component is used for offline planning and surveys. 109 October 2005 . SAP GUI 6. Master Guide: SAP Customer Relationship Management 4.

Optional: CRM IPC / Guide: Internet Pricing and Configurator. see the SAP Service Marketplace: http://service. SAP BW / Guide: SAP BW Installation on <operating system>: <database> 5. 9.0 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 or R/3 Enterprise / Guide: SAP R/3 Installation on <operating system>: <database> 3. 6. 10. Optional: Integration of SAP Enterprise Portal / Guide: http://service.sap. SAP SEM / SEM is installed as an add-on to the SAP BW System. Optional: Mobile Client Guide: mySAP Mobile / Client Component.com/r3-plug-in 4. October 2005 110 .com/instguides → SAP Enterprise Portal 8. Guide: Language Transport (BC-CTS-LAN) 6.0 Installation on <operating ‰ Install the required system>: <database> languages. CRM Server ‰ Basis Plug-In installation Guide: EBP / CRM 4. 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. Optional: APO / Guide: SAP APO Installation on <operating system>: <database> 7. Optional: CRM Communication Station / Guide: CRM Mobile Client Component.sap.Master Guide: SAP Customer Relationship Management 4.20 2.

SAP Media is an add-on for R/3 Enterprise Extension Set 1.0 on Windows NT 4. The CRM Server 4. It is based on SAP Web AS ABAP 6.71. Windows XP or dedicated UNIX platforms. R/3 Enterprise You can use SAP R/3 Enterprise for FI.1 The OLTP Plug-In is required for Business Partner Replication. CO-PA and PS. You can find this Master Guides in the SAP Service Marketplace (Alias /instguides → Industry Solutions → Industry Solution Master Guides): PI 2004. SAP Media You can use SAP Media for Advertising and Subscription Management.20.0 must be installed on Windows 2000. Do not install the CRM Server 4.0 Campaign Management for Media Advertising and Subscriptions Mandatory Components CRM Server The CRM Server is used for Marketing Planning. 111 October 2005 . SAP Business Warehouse You can use SAP BW for Marketing and Sales Performance Analytics. see the Master Guide SAP for Media Using SAP Media 4. Master Guide: SAP Customer Relationship Management 4. For more information. Campaign Planning and Campaign Management.0. 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.10.

Install CRM Server 4.sap. 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. Optional: Install SAP BW Guide: SAP Business Warehouse Installation on <operating system>: <database> October 2005 112 .10) 4.0 Installation on <operating system>: <database> 5. Install SAP Media (included in the R/3 Enterprise Extension Set 1.com/r3-plug-in 3.0 Guide: CRM 4.Master Guide: SAP Customer Relationship Management 4. see the SAP Service Marketplace: http://service.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.

Channel Commerce is responsible for the eCommerce services hosted by the brand owner which the partner company uses. the Channel Manager oversees all partner related activities. 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. from partner recruiting and planning to monitoring transactions within the channel. Component Requirements and Installation Sequence you will find on page 18 (People Centric CRM) and page 32 (CRM E-Selling). Also collaboratively he manages the customer relationship with the partners.0 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. Master Guide: SAP Customer Relationship Management 4. Partner Employee Partner Employee reports to the Partner Manager and focuses on daily business transactions. The Key Capability CRM Channel Management 4. sales and service of the brand owner‘s products and services at the partner company. For the collaborative showroom. Organizations can more effectively work with and leverage channel partners to better market. These include qualifying leads. He needs access to operational and analytical data to manage and optimize the indirect sales channel. 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 . sell to and service end customers.0 includes different Portal Roles: „ Channel Manager „ Partner Manager „ Partner Employee „ Partner Manager – Channel Commerce Channel Manager On the Brand Owner‘s side. Detail information on Infrastructure. Partner Manager A Partner Manager is responsible for marketing. taking orders for restocking or on behalf of customers. 113 October 2005 . 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.

see the following chapters in the Master Guide and follow the instructions there: ‰ People-Centric CRM (page 22).0.Master Guide: SAP Customer Relationship Management 4. The installation guide is available on the SAP Biller Direct CD. that the Enterprise Portal is a mandatory component for Channel Manaement. If you want to use this feature. ‰ 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. October 2005 114 . you also have to install SAP Biller Direct 2. Be aware.0 Technical Infrastructure The following graphic shows a typical system landscape for Channel Management: Installation To install Channel Management.

the J2EE Engine delivers a proven e-business environment with native Java support for easy deployment. and load balancing for both programming environments. In particular. monitoring.20. configuration. Mostly all business scenarios run on this system (some business applications can also run within Java applications). Master Guide: SAP Customer Relationship Management 4. such as APO. 115 October 2005 . CRM Server 4. With SAP Web Application Server 6. a J2EE standards-based Application Engine is shipped and supported by SAP as a runtime environment for the Java-based components of mySAP. The CRM Server 4.0.20.com. it is now possible to link the SAP Web Application Server to the Exchange Infrastructure. As an integral part of the SAP Web Application Server 6. An installation on Windows NT is not supported. With the new integration features. Additional functions can be provided by integrating backend systems. the CRM Server is based on the SAP Web Application Server (SAP WebAS) 6.0 on Windows NT 4.20.20 guarantees centralized and unified installation.0 must be installed on Windows 2000. Windows XP or dedicated UNIX platforms. Further developments include new functions for document processing and business communication for better support of business applications.0.com/platforms. Do not install the CRM Server 4. straightforward installation and administration. the cross-component process management through WebFlow has been enhanced. Improvements in life-cycle management and enhanced security features reduce the complexity and cost of solution management.0 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. With CRM Release 4. The homogeneous infrastructure for J2EE and ABAP environments of SAP Web Application Server 6.sap. You can find detailed information about the released platforms in SAP Service Marketplace: http://service. coupled with full life-cycle support for Java-based e-business components.0 The CRM Server is the central SAP system within CRM system landscapes. security. BW or an OLTP R/3 system. These features also help to make the direct connection between applications easier.

JSP or ITS-based (E-Selling. 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. an Adapter Framework (formerly known as R/3 Adapter) has to be installed.0. Note that in CRM 4.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 116 . OLTP R/3 System Definition OLTP system stands for Online Transaction Processing System (R/3 System).sap. the IPC data loader is not used for master data replication.The UI for pricing analysis that is used in CRM Online is JSP-based.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).even if the data was originally maintained in R/3 and replicated to the CRM system. Interaction Center) . to enable the communication of data between both SAP systems Related documentation: http://help.sap. as a counterpart. 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.com/r3-plug-in. ‰ On the CRM Server. IPC Components The most important components of the Internet Pricing and Configurator are • Sales Configuration Engine (SCE.Master Guide: SAP Customer Relationship Management 4. You can find comprehensive information about R/3 Plug-Ins in the SAP Service Marketplace: http://service. also part of the mobile client installation) • IPC User Interface (UI) a) Configuration UI: . CRM Mobile Clients Master data replication for the CRM Mobile Clients is managed using the CRM Middleware (consolidated database). also part of the mobile client installation) • Sales Pricing Engine (SPE.Java Swing-based (Field Sales) b) *UI for pricing analysis .0 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 . Source is the CRM system and not R/3 .

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. To use the functions contained in the SAP R/3 Enterprise Extensions or industry solutions.1) is required. The BW analysis is replicated as MS Excel spreadsheets and will be available within the Mobile Client in the component Reports. reports.0 The data exchange includes an initial transfer of Customizing. Master Guide: SAP Customer Relationship Management 4. it is possible to run the CRM system without any R/3 back end in a standalone configuration. analyses and key performance indicators. SAP R/3 Enterprise includes the following: SAP R/3 Enterprise Extensions (part of the R/3 maintenance agreement): ƒ SAP R/3 Enterprise HR Extension ƒ SAP R/3 Enterprise Travel Extension ƒ SAP R/3 Enterprise PLM Extension ƒ SAP R/3 Enterprise SCM Extension ƒ SAP R/3 Enterprise Financials Extension Together with the above. • Evaluate the sales and distribution data from CRM Marketing (E-Selling) • Perform effective telemarketing campaign analyses (Interaction Center) 117 October 2005 . new functions are provided in the SAP R/3 Enterprise Extensions.0. you activate a switch for the relevant extension. master. With CRM 4. 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. While infrastructural enhancements (such as performance enhancements) are made in the SAP R/3 Enterprise Core. there are some restrictions regarding the overall business functions that have to be considered during the planning phase. an SAP R/3 Plug-In (PI 2004. However. thus allowing for more flexible upgrade strategies. It consists of the SAP R/3 Enterprise Core and multiple SAP R/3 Enterprise Extensions that can be used flexibly and optionally. SAP R/3 Enterprise SAP R/3 Enterprise is based on SAP Release 6.20. and transactional data to the CRM system. 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. This means you are able to implement only those new developments that you require. SAP delivers the following parts for industry solutions: ƒ SAP R/3 Enterprise Public Services ƒ SAP R/3 Enterprise Financial Services ƒ SAP R/3 Enterprise Retail ƒ SAP R/3 Enterprise Global Trade For CRM integration. as well as delta data in both directions.

SAP APO comprises tools for real-time planning and decision support.0 SAP Advanced Planner and Optimizer (SAP APO) SAP APO is part of supply chain management. It provides advanced features for error tolerant and similarity searching. It provides ABAP function modules for indexing and searching documents and administrating the indexes. 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. It fulfills the SAP IMS Server API specification and must be used in combination with the SAP Index Management Service (SAP IMS). It is optimized for indexing mass data such as in catalog scenarios or in an R/3 extended help environment. an ABAP administration layer and a Search Server layer. paging. ‰ The second part. ‰ The administration layer contains all administration data of the index management service. SAP APO performs product availability checks for telesales orders (mandatory in the Interaction Center) and in Field Sales or E-Selling.for example. For example. the Search Server layer. SAPconnect can be used to create links to various types of communication components and communication systems: October 2005 118 . As the standard interface for external communication. The TREX search engine is used as a special purpose search engine in the R/3 and E-Commerce environment. as well as sending to printers and between multiple R/3 systems. structuring of extensive document collections by using automatic document classification. 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. Text Retrieval & Information Extraction (TREX) The TREX Tools support flexible document searching. and the extraction of interesting information from a document corpus (text mining). a search engine that fulfills the SAP IMS Server API specification must be installed . the TREX Search Engine. The ABAP administration layer is part of the standard delivery and is available from the 46A standard R/3 version onwards. the Internet and X. SAPconnect SAPconnect enables external communication components to be connected to the SAP system.400. In the CRM environment. Documents can subsequently be found by means of different search strategies. The IMS installation is part of the Text Retrieval & Information Extraction installation. SAPconnect supports telecommunication services such as faxing.Master Guide: SAP Customer Relationship Management 4. implements the communication part (RFC) and provides an interface (SAP Search Server API) for connecting different search engines. In order to use this service. 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. The IMS consists of two parts.

or X. scenario-based on the SAP Customer Interaction Center (CIC) in a call center environment. SMTP connectors. such as a gateway to a call center system. "business process" could refer to an individual R/3 application. SMTP gateways or X. Computer Telephony Integration (SAPphone) Scope The goal of telephony integration in R/3 is to make the telephone an integral part of business scenarios.1 can communicate with R/3. This type of connection supports basic and comfort telephony functions. pagers. Functions SAPphone supports the following functions: • Various telephony control functions.400 connectors installed on MS Exchange • Other R/3 systems • Printers. or an R/3 business workflow. 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. the following two interfaces can be used.0 • Fax servers. without subsequently transferring the call to a human agent. Here. Computer Telephony Integration (CTI) components. A) Microsoft TAPI Any CTI product compatible with Microsoft TAPI version 2. Master Guide: SAP Customer Relationship Management 4. Supported interfaces To connect a CTI product to SAPphone. In all of these scenarios. such as initiating and transferring calls • Processing incoming call information (displaying or branching) • Call center functions.0 or 2.400 gateways which support the SAPconnect interface • The SAP Internet Gateway • Microsoft Exchange servers and therefore: o Microsoft Exchange users o Fax servers. such as initiating calls or transferring 119 October 2005 . communicate with R/3 components through SAPphone (an R/3 Basis Services component).

CRM Mobile Clients Mobile clients are usually laptops running the Mobile Sales or Mobile Service application client. as well as separate middleware functions (transaction layer) required for data exchange and communication with the CRM Server. Network load is reduced. The cache server creates auxiliary copies of documents from the content server. The mobile client software includes an IPC (Internet Pricing and Configurator) and an MS SQL Server database.Master Guide: SAP Customer Relationship Management 4. as no remote content servers need to be located.com/solutions/compsoft/media/sps247. if a document is to be displayed in a Web browser. If your CTI solution is not mentioned in SAP Note 171201. to the SAPphone RFC interface. in CRM E- Selling). Refer to SAP Note 171201 for CTI solutions that have been interfaced successfully with SAPphone. as well as call center integration functions such as agent login. which implements an RFC connection to R/3 SAPphone and the TAPI client interface. cache servers are used to facilitate access to the documents' contents. This enables faster read access to the required documents. If you want to integrate another Content Server into the scenario. you can also administer documentation without this server. While cache servers fulfill a similar function to content servers. where DCOM calls from the mobile clients are transformed into RFC calls that go to the CRM Middleware. For information about products that have already been certified. the amount of administrative work involved is small. see complementary products. we recommend that you use the SAP Content Server. the new server must fulfill the requirements of the interface specification as defined by SAP. October 2005 120 . The SAP Content Server is accessed using HTTP. for example. you have to install the SAPphone Server. This connection is established through the CRM Communication Station . Predictive dialing functions are not supported by TAPI. Please contact SAP before you plan to implement such a chain. 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. However. If data is stored on different servers. SAP Content Server If you want to administer a larger amount of documents in the product catalog (for example. and that these documents are eventually deleted. which could result in incompatibility problems.sap. The central document administration function in an SAP system ensures that out-of-date documents in the cache can no longer be accessed. As with the R/3 telephony gateway. the manual. SAP has no experience related to that CTI solution. They connect temporarily to the middleware of the CRM Server to exchange data. and access protection is preserved.zip (ZIP file). You can find the latest version of the SAPphone Server at http://wwwext. possibly through a gateway. B) SAPphone RFC interface The full range of SAPphone functions can only be used if a CTI product is connected.0 calls. a short readme file. The mobile client includes all the software needed for offline data entry and processing. This download package contains the latest build. and a document describing requirements for your TAPI service provider.

CRM Communication Station Mobile Client users carry a PC application and a local database on their laptops. where business objects are assigned to mobile clients. 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).0. Another reason for installing a gateway is to enable communication between SNA (systems network architecture) and SAP systems. Master Guide: SAP Customer Relationship Management 4. the Mobile Client Recovery Manager can be used to provide a replacement laptop. The number of installable tools has decreased from CRM Release 2. 2. see the section Field Sales (page 54). The process flow is as follows: 1. where DCOM calls from the mobile clients are transformed into RFC calls that go to the CRM Server. mainly for the Index Management Server and the Internet Pricing and Configurator. For more information.0 With the CRM Mobile Application Studio (formerly known as Workbench). 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. This connection is established using a CRM Communication Station. Mobile Client Recovery Manager When a mobile sales user is unable to use his or her laptop. Communication and Development Station These are data transfer tools connecting the SAP CRM Server and the Mobile Clients. 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. An SAP standalone Gateway is used in CRM E-Selling and Interaction Center. you can customize your mobile client environment. as some of these functions are now available within the CRM Server. Development Station The Development Station includes several data exchange tools. R/3 Standalone Gateway This is an SAP system that consists of the SAP Gateway only. The CRM Communication Station acts primarily as a communication server. and can be operated and maintained independently of other SAP systems. There are various reasons for installing a standalone gateway. 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. For example. a gateway instance on the database server host enables remote function calls.0C to CRM 4. 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. but also for the Computer Telephony Integration (CTI) feature. 121 October 2005 . in a system where the database instance and central instance are on different hosts. The SAP Gateway enables non-SAP systems to act as a communication partner for SAP systems. This data distribution follows a flexible set of replication rules.

competitive information and corporate news.Master Guide: SAP Customer Relationship Management 4. Standard Edition enables offline access to the personalized online view created by the portal. ProactivePortal Server. Standard Edition The Backweb ProactivePortal server (“mySAP CRM Infocenter”) provides an out-of-the-box offline sales and marketing content portal. targeting and expiring) is managed in the Knowledge Management Portal. The content lifecycle (publishing. using a patented Polite Synchronization system designed to deliver large amounts of content to end users connected over narrow bandwidth connections. sales collateral.0 Backweb ProactivePortal Server. These iViews contain critical business information such as product pricing and presentations. 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. using mySAP Enterprise Portal Knowledge Management iViews. The content available to the user is managed by SAP Knowledge Management portal application. and is built to target the information to the user. October 2005 122 . based on their roles and preferences.

0 Related Guides . We strongly recommend that you use the documents that are available for download on these pages. Master Guide: SAP Customer Relationship Management 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.sap.Part I You can find the most current information about the technical implementation of CRM 4.com/crm-inst.0 and the latest installation and configuration guides in the SAP Service Marketplace: http://service. 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 4.20 (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 .

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 .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.Master Guide: SAP Customer Relationship Management 4.

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 4.20 (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 . We strongly recommend that you use the documents that are available for download on these pages.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 6.0 Related Guides .com/crm-inst.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. Master Guide: SAP Customer Relationship Management 4.sap.

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 .

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 . 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.