sap crm e-service by raju

SAP CRM 2007

September 2008

English

CRM E-Service (C74)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM E-Service (C74) - Configuration Guide

Copyright

© Copyright 2008 SAP AG. All rights reserved.

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Icons

Icon Meaning

Caution

Example

Note or Tip

Recommendation

Syntax

Typographic Conventions

Type Style Description

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE.

Example text Screen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools.

EXAMPLE TEXT Keys on the keyboard, for example, function keys (such as F2) or the ENTER key.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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ContentsCRM E-Service - Configuration Guide...................................................................................71 Purpose............................................................................................................................. 7

2 Preparation........................................................................................................................ 7

2.1 Prerequisites............................................................................................................7

2.2 SAP Notes...............................................................................................................7

3 Configuration.....................................................................................................................8

3.1 Master Data Configuration.......................................................................................8

3.1.1 Products..............................................................................................................8

3.1.1.1 Hierarchies and Categories........................................................................8

3.1.1.1.1 Defining Object Family..........................................................................8

3.1.1.1.2 Defining Object Family Usage...............................................................8

3.1.1.1.3 Defining Partner Determination Procedure............................................9

3.1.1.1.4 Allowing Product References for Individual Objects............................10

3.1.1.1.5 Creating Category for Individual Objects.............................................10

3.1.1.1.6 Maintaining Category for Sales Products............................................12

3.1.1.1.7 Creating Categories for FAQs.............................................................14

3.1.1.1.8 Assigning Category Hierarchy to Application.......................................16

3.1.1.1.9 Defining Number Range......................................................................16

3.1.1.1.10 Assigning Object Category to Products.............................................17

3.1.1.2 Assigning Warranty to Products................................................................18

3.1.2 Product Catalogs...............................................................................................19

3.1.2.1 Defining Catalog Type..............................................................................19

3.1.3 Product Registration..........................................................................................20

3.1.3.1 Defining Field Selection............................................................................20

3.1.3.2 Setting Up Partner Functions....................................................................21

3.2 Business Process Configuration............................................................................22

3.2.1 Internet User Setup...........................................................................................22

3.2.1.1 Setting Up E-Mail Addresses....................................................................22

3.2.1.2 Setting Up Roles for Web-based User Management................................23

3.2.1.3 Updating Role Authorizations...................................................................23

3.2.1.4 Creating Anonymous Users for B2B and B2C..........................................24

3.2.1.5 Creating a Reference User for B2C..........................................................26

3.2.1.6 Setting Up Internet Users for B2C.............................................................26

3.2.1.7 Setting Up Registration Process for B2C..................................................27

3.2.1.8 Assigning a Reference User Variable for Internet Users for B2C.............28

3.2.1.9 Configuring Field Attributes for Each Client..............................................28

3.2.2 Settings for E-Service Processes......................................................................29

3.2.2.1 Defining Status Profile for ICSS................................................................29

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3.2.2.2 Defining Partner Determination Procedure...............................................30

3.2.2.3 Defining Transaction Type for ICSS Service Request..............................32

3.2.2.4 Defining Item Category Determination......................................................33

3.2.2.5 Defining Copy Control for Transaction Type.............................................34

3.2.2.6 Assigning Item Category for Billing...........................................................35

3.2.2.7 Defining Transaction Types for the Internet..............................................35

3.2.3 Subject Profiles.................................................................................................36

3.2.3.1 Maintaining Code Group Profile Level......................................................36

3.3 Master Data Creation.............................................................................................38

3.3.1 Frequently Asked Questions (FAQs).................................................................38

3.3.1.1 Assigning Frequently Asked Questions to Product...................................38

3.3.2 Product Catalogs...............................................................................................39

3.3.2.1 Defining Country Groups..........................................................................40

3.3.2.2 Creating Product Catalogs........................................................................41

3.3.2.3 Creating Catalog Variants for Products and Services...............................43

3.3.2.4 Creating Catalog Areas.............................................................................44

3.3.2.5 Assigning Products to the Product Catalog...............................................45

3.3.2.6 Assigning Services to the Product Catalog...............................................47

3.3.2.7 Activating the Product Catalog for Publication..........................................48

3.3.2.8 Defining Catalog Variant Indexing.............................................................49

3.3.2.9 Replicating Product Catalog Content Initially............................................49

3.3.2.10 Replicating Product Catalog Content (Delta)............................................50

3.3.2.11 Maintaining Product Catalog Usage..........................................................51

3.3.2.12 Activating Indexed Catalog Variants.........................................................51

3.3.3 Internet Users....................................................................................................53

3.3.3.1 Creating Internet Users via Business Partner Maintenance......................53

3.3.3.2 Checking Internet User Settings...............................................................54

3.4 Extended Configuration Management (XCM)........................................................55

3.4.1 Preparatory Settings..........................................................................................55

3.4.1.1 Assigning J2EE Admin Role to Own User Profile.....................................55

3.4.2 B2B and B2C Scenario......................................................................................56

3.4.2.1 General Settings.......................................................................................56

3.4.2.1.1 Starting the XCM Administration.........................................................56

3.4.2.1.2 Maintaining LWC Component..............................................................57

3.4.2.2 Components.............................................................................................58

3.4.2.2.1 Checking Available Functions Component..........................................58

3.4.2.2.2 Maintaining Product Catalog Component............................................58

3.4.2.2.3 Maintaining Service Contract Component...........................................59

3.4.2.2.4 Maintaining Service Request Component...........................................60

3.4.2.2.5 Maintaining Live Web Collaboration Component.................................61

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3.4.2.2.6 Maintaining Complaint Component......................................................62

3.4.2.2.7 Maintaining JCO Component..............................................................62

3.4.2.3 Application Configurations........................................................................63

3.4.2.3.1 Maintaining the ICSS Application Configuration for B2B.....................63

3.4.3 B2C Scenario....................................................................................................64

3.4.3.1 General Settings.......................................................................................64

3.4.3.1.1 Starting the XCM Administration.........................................................64

3.4.3.2 Components.............................................................................................65

3.4.3.2.1 Maintaining Register Component........................................................65

3.4.3.3 Application Configurations........................................................................66

3.4.3.3.1 Maintaining the ICSS Application Configuration for B2C.....................66

3.4.4 Restarting the J2EE Services............................................................................67

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CRM E-Service - Configuration Guide

1 PurposeThis configuration guide provides the information you need to set up the configuration of this building block manually.

Please be aware that the content of this guide is based on CRM 2007, SP02.

2 Preparation

2.1 PrerequisitesBefore starting with the installation of this building block, please have a look at the document Quick Guide to Installing SAP Best Practices for CRM.The Building Block CRM E-Service contains the entire necessary configuration which is basic for the configuration of any E-Commerce Internet Customer Self-Service scenario.

In case of using an ECC system as back-end system please make sure that you have successfully set up the relevant sections of the following building blocks:

B01 - CRM Generation

C71 - CRM Connectivity

C04 – CRM WebClient User Interface

B09 - CRM Customizing Replication

C03 - CRM Master and Transaction Data Replication

Before starting with the installation of building block CRM E-Service please make sure that you have successfully set up the relevant sections of the following building blocks (see the Scenario Installation Guide of the specific E-Service scenario):

C01 - CRM Organizational Model

C10 - CRM Central Master Data

B08 – Cross-Topic Functions

C13 - CRM Service Master Data

C26 - CRM Service

C28 - CRM Complaints

2.2 SAP NotesBefore you begin the installation and configuration, read the relevant SAP Notes. These SAP Notes contain important information for installation and configuration, and also corrections concerning this building block.

Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP Notes on the SAP Service Marketplace (http://service.sap.com/notes).

SAP Note # Component Description

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3 Configuration

3.1 Master Data Configuration3.1.1 Products

3.1.1.1 Hierarchies and Categories

3.1.1.1.1 Defining Object Family

UseIn this activity you assign an object family to the Internet Customer Self-Service (ICSS) product registration.

From a technical perspective, when a product is registered, an individual object is created which refers to the registered product. Furthermore, the corresponding business partner – internet user as consumer (B2C) or internet user as contact of the company (B2B) – is linked to this individual object.

The following procedure describes the set up of the technical objects – individual object, product, product catalog, and warranty – and the Customer Self-Service customizing.

Procedure1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu Cross-Application Components SAP Product Objects Define Object Families

2. Choose New Entries.

3. Enter the following values:

Field Name Field Entry

Object family YPR

Description BP Product Registration ICSS (EN)BP Produktregistrierung ICSS (DE)

Product Type Material

Mobile <no entry>

4. Choose Save and select a customizing request if required.

ResultYou have created a new object family and assigned it to the relevant product type.

3.1.1.1.2 Defining Object Family Usage

UseIn this activity, you set up the object family used for the creation of an Installed Base component of type Object in the Internet Customer Self-Service.

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PrerequisitesAn Installed Base has already been created (see the Configuration Guide of building block C13 CRM Service Master Data, chapter Creating Manufacturer’s Installed Base).

A Solution Database has been set up and compiled (see the Configuration Guide of building block C13 CRM Service Master Data, chapter Solution Database with all its sub-chapters).



SAP CRM IMG menu Customer Relationship Management Web Channel E-Service Internet Customer Self Service (ICSS) Installed Base Object Family Usage

2. Choose New Entries and select all possible entry combinations of Installed Base Categories with Object Families that are offered by the input help.

3. Choose Save.

ResultA new object family used for the creation of an Installed Base component has been set up.

3.1.1.1.3 Defining Partner Determination Procedure

UseThe purpose of this activity is to define partner determination procedures which the system uses to automatically enter partners in business transactions. The partner functions and access sequences you defined before were combined here.



SAP CRM IMG menu Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure

2. On view Partner Determination Procedures choose New Entries and enter the following data:


Procedure YBPICSS

Description BP ICSS

3. Choose Save and choose a customizing request if required.

4. Highlight the new procedure YBPICSS and double-click on view Procedure User.


6. Select the following entry and choose Save:


User BUS1178 Product

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sapevent:DOCU_LINK%5CDS:GLOS.8063BD7F7875D3118F330060B03CA38C

sapevent:DOCU_LINK%5CDS:GLOS.3526C7B6AFAB52B9E10000009B38F974

SAP Best Practices CRM E-Service (C74) - Configuration Guide 7. Double-click on view Partner Functions in Procedure and choose New Entries.

8. Enter/select the following data:


Partner Function 00000001 Sold-To Party (CRM)

Changeable (if Correct…)

No of Occurrences (Highest) 5

9. Choose Save.

10. Choose Next Entry (F8) and enter/select the following data:


Partner Function 00000015 Contact Person (CRM)

Changeable (if Correct…)

No of Occurrences (Highest) 5

11. Choose Save.

ResultA new partner determination procedure, which is going to be assigned in the following new object category, has been created.

3.1.1.1.4 Allowing Product References for Individual Objects

UseIn this activity, you can activate the function to allow product data to be referenced by individual objects (e.g., registered products).



SAP CRM IMG menu Cross Application Components SAP Product Basic Settings Allow Product References for Individual Objects


3. Activate checkbox ReferenceActive.

4. Choose Save.

ResultProduct data can now be referenced by individual objects.

3.1.1.1.5 Creating Category for Individual Objects

Use

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SAP Best Practices CRM E-Service (C74) - Configuration Guide This new object category is used for individual objects that are created when you, for example, register products as part of an E-Commerce Internet Customer Self-Service process.

The creation of new categories can be processed using the CRM WebClient.

PrerequisitesYou are logged on to the CRM WebClient with user power_user and password welcome.

Procedure1. Access the activity using the following navigation option:

SAP CRM WebClient menu Master Data Search: Product Hierarchies

2. Select product hierarchy R3PRODSTYP (Product Subtype) from the result list.

In case of setting up a standalone CRM system, choose hierarchy YBPCRMPROD (with root category YBP_CRM_PRODTYPE) which has been created before (for details see Configuration Guide of building block C09 CRM Central Master Data Standalone).

3. You can ignore the system message Hierachy data must be maintained in original system.

4. In assignment block Categories highlight root entry Product Subtype and choose Edit Hierarchy.(in case of setting up a CRM standalone system, highlight root category YBP_CRM_PRODTYPE, for details see building block C09 - CRM Central Master Data Standalone)

5. Choose New.

When creating new data manually for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on to the system with the appropriate language (EN and/or DE).

6. Enter the following data:

Column Name Field Entry Comment

Hierarchy Structure YICSS ID of new category

Category BP E-Service ICSS Description of new category


Object Family BP Product Registration ICSS See step “Defining Object Family”

7. Expand assignment block Category Data and check if the following settings are activated (if not choose Edit and maintain the following data):


Product/Object Maintenance

Assignment Allowed

Documents Allowed

Prices Allowed

Partner Det. Procedure BP ICSS

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SAP Best Practices CRM E-Service (C74) - Configuration Guide 8. On assignment block Assigned Set Types choose Edit List.

9. Assign the following set types one after another (using the input help); choose Insert for new rows:

Set Type ID Set Type

COMM_PR_SHTEXT Descriptions

COM_COMMERCIAL Business Data

Set types for one product type can be assigned only to (one or more categories within) one hierarchy. If a set type is not offered in the possible entries help, it is already assigned to (a category of) another hierarchy.

10. In assignment block Category Descriptions choose Edit List and add the category description for every required language:

When creating new data manually, you need to maintain related translation-sensitive data (descriptions, titles, texts etc.) for each required language (e.g., EN and DE) in addition.

Language Description

German (DE) BP E-Service ICSS

Spanish (ES) BP E-Service ICSS

French (FR) E-Service ICSS BP

Portuguese (PT) BP E-Service ICSS

Russian (RU) БП E-Service ICSS

Chinese (ZH) BP 电子服务 ICSS

Turkish (TR) BP E-Hizmet ICSS

Dutch (NL) BP E-Service ICSS

Czech (CS) BP E-Servis ICSS

Italian (IT) BP E-Service ICSS

Polish (PL) BP E-Serwis ICSS

11. Save your entries.

Be aware that an internal number assignment has to be set up for the object categories, which shall be used for product registration (see the following chapter Defining Number Range).

3.1.1.1.6 Maintaining Category for Sales Products

Use(1) You need to assign set type PRREF to product category MAT_HAWA in order to allow the input of Permitted Object Categories in the master data of any product related to category MAT_HAWA.

The background of this activity is the following idea:

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SAP Best Practices CRM E-Service (C74) - Configuration Guide Every product should belong to a category

If you register an existing product, you create an individual product, which is also a product that has to belong to a category.

This activity enables you to assign the newly created category for individual objects (YICSS, see chapter above) as permitted object category to all products which belong to category MAT_HAWA and which shall be able to be registered in an ICSS process.

(2) You also need to assign relationship type PRDWTYS to product category MAT_HAWA in order to allow the input of relationships of type warranty in the master data of any product related to category MAT_HAWA.

The background of this activity is the following idea:

It should be possible to create a relationship to a product of type warranty for every product of the category MAT_HAWA.

If you register an existing product with a relationship to a warranty, this warranty product is automatically taken into account in the further processing of e.g. service orders related to this registered product

This activity enables you to assign a relationship of type warranty to all products of the category MAT_HAWA.

These settings can be maintained using the CRM WebClient.

PrerequisitesYou are logged on to the CRM WebClient UI as user power_user (with password welcome).





4. In assignment block Categories expand the following hierarchy structure:MAT MAT_HAWA.

5. Highlight category MAT_HAWA – Trading Goods in the structure.

6. On assignment block Assigned Set Types choose Edit List.

7. Choose Insert and assign the following set type:

Set Type ID Set Type

PRREF Permitted Object Categories

8. Expand assignment block Assigned Relationship Types and choose Edit List.

9. In column Relationship Type select type Warranties for Product using the input help.


If there are additional products used in your E-Service scenarios which have been defined with other product categories, you need to process this configuration steps also for all other relevant product categories.

Result

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SAP Best Practices CRM E-Service (C74) - Configuration Guide Now it is possible to register a product which has been defined as trading good (belonging to category MAT_HAWA) within an E-Commerce Internet Customer Self-Service process.

It is also possible to assign a of type warranty to a product which has been defined as trading good (belonging to category MAT_HAWA) within an E-Commerce Internet Customer Self-Service process.

3.1.1.1.7 Creating Categories for FAQs

UseWith this activity you create categories for Frequently Asked Questions (FAQ’s).

The creation of new categories can be processed using the CRM WebClient.





In case of setting up a standalone CRM system, choose hierarchy YBPCRMPROD (with root category YBP_CRM_PRODTYPE) which has been created before (for details see Configuration Guide of building block C09 CRM Central Master Data Standalone).


FAQ Category for Products4. In assignment block Categories highlight root entry Product Subtype and choose Edit

Hierarchy.(in case of setting up a CRM standalone system, highlight root category YBP_CRM_PRODTYPE, for details see building block C09 - CRM Central Master Data Standalone)

5. Choose New.




Hierarchy Structure YBPFAQ_PRODUCT ID of new category

Category BP FAQ Category for Products Description of new category


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SAP Best Practices CRM E-Service (C74) - Configuration Guide 7. Expand assignment block Category Data and check if the following settings are activated

(if not choose Edit and maintain):



Assignment Allowed

8. In assignment block Category Descriptions choose Edit List and add the category description for every required language:



German (DE) BP FAQ Kategorie für Produkte

Spanish (ES) BP FAQ Categoría para Productos

French (FR) Catégorie FAQ BP pour produits

Portuguese (PT) BP FAQ Categoria para produtos

Russian (RU) БП FAQ Категория для продуктов

Chinese (ZH) BP FAQ 产品类别Turkish (TR) BP SSS Ürünler için

Dutch (NL) BP FAQ Categorie voor producten

Czech (CS) BP FAQ Kategorie pro produkty

Italian (IT) BP FAQ Categoria per prodotti

Polish (PL) BP FAQ Kategoria dla produktu


FAQ Category for Services10. In assignment block Categories highlight root entry Product Subtype and choose Edit

Hierarchy.

11. Choose New.



Hierarchy Structure YBPFAQ_SERVICE ID of new category

Category BP FAQ Category for Services Description of new category

Product Type Service

13. Expand assignment block Category Data and check if the following settings are activated (if not choose Edit and maintain):



Assignment Allowed


© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide 15. In assignment block Category Descriptions choose Edit List and add the category

description for every required language:



German (DE) BP FAQ Kategorie für Services

Spanish (ES) BP FAQ Categoría para Servicios

French (FR) Catégorie FAQ BP pour services

Portuguese (PT) BP FAQ Categoria para serviçios

Russian (RU) БП FAQ Категория для сервиса

Chinese (ZH) BP FAQ 服务类别Turkish (TR) BP SSS Hizmetler için

Dutch (NL) BP FAQ Categorie voor services

Czech (CS) BP FAQ Kategorie pro služby

Italian (IT) BP FAQ Categoria per servizios

Polish (PL) BP FAQ Kategoria dla usług


ResultThe categories for the Frequently Asked Questions have been created.

3.1.1.1.8 Assigning Category Hierarchy to Application

UseIn this activity you assign the hierarchy R3PRODSTYP with the newly created object category YICSS to application Internet Customer Self Service.



SAP CRM IMG menu Cross Application Components SAP Product Product Category Assign Category Hierarchies to Applications

2. Double-click on folder Assign Hierarchies to Applications to activate if necessary.

3. Choose New Entries and maintain the following values using the input help:


Application Internet Customer Self-Service

Hierarchy ID R3PRODSTYP (Product Subtype)

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SAP Best Practices CRM E-Service (C74) - Configuration Guide 4. Choose Save.

ResultYou assigned hierarchy R3PRODSTYP to application Internet Customer Self Service.

3.1.1.1.9 Defining Number Range

UseIn this activity you create a new number range in order to assign it to certain object categories.



SAP CRM IMG menu Cross-Application Components SAP Product Settings for Product Type Number Assignment Define Number Ranges for the Product Type ‘Material’

2. From the menu choose Group Maintain.

3. To define a new group, choose Group Insert from the menu.

4. Maintain the following values:


Text YBP_GROUP

From number e.g., 00000000000000100000

To number e.g., 00000000000000300000

Please take care for non overlapping number ranges otherwise you cannot maintain and insert a new group

5. Choose Insert.

6. Choose Save and confirm the message.

7. To assign object category MAT_HAWA to the new group, perform the following steps:

8. In area Not assigned click on object category MAT_HAWA and choose Select element.

9. Activate the checkbox of your newly defined group YBP_GROUP and choose Assign element group.

10. Repeat those steps for the new object category YICSS.

11. Choose Save.

If there are also products used in your E-Service scenarios which have been defined with other object categories than MAT_HAWA, you need to process the object category assignment (step 7-9) also for those other object categories (see also section Maintaining Category MAT_HAWA).

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ResultA new number range has been created and assigned to certain object categories.

3.1.1.1.10 Assigning Object Category to Products

UseWith this activity you assign the new object category for individual objects YICSS to every product which is defined as trading good and which shall be able to be registered by a customer using the internet customer self-service.

PrerequisitesObject category YICSS has been created. All trading goods listed below have been downloaded from the back-end system.

Check if the product category (of product hierarchy R3PRODSTYP) has been adapted like described in section Maintaining Category for Sales Products and Defining Number Range.


Transaction code COMMPR01

2. Select a relevant product (see list of examples below).

3. On tab General in screen area Permitted Object Categories (scroll down) select the following entry:

Permitted Object Categories

Category ID Hierarchy ID Default

YICSS R3PRODSTYP

4. Choose Save.

5. Repeat those steps for every relevant product:

Example: Products

Material Description

H11 Trading Good...

H12 Trading Good...

H13 Trading Good...

H20 Trading Good...

H21 Trading Good...

H22 Trading Good...

ResultNow it is possible to create an individual object (e.g., registered product) for a number of trading goods.

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3.1.1.2 Assigning Warranty to Products

UseWith this activity you assign a warranty to each product that is used within product registration process.

The standard warranty determination within the context of product registration is based on the sales organization and distribution channel of a product catalog variant. This means that if a warranty is assigned to the product with the sales organization and distribution channel of the product catalog variant, this warranty will only be determined for a registered product.

PrerequisitesOne or more warranties have been already created and assigned to an appropriate customer installed base component.

Concerning the creation of a warranty profile and the assignment to an IBase component, see chapter Warranties in the Configuration Guide of building block C13 CRM Service Master Data.

You are logged on to the CRM WebClient UI as user power_user (with password welcome).


SAP CRM WebClient menu Master Data Search: Products

2. In the Search Criteria screen area search for the relevant products (use the same list of products from the previous step).

3. Select the first relevant product.

4. Expand the assignment block Warranties and choose Edit List.

5. Choose Insert if necessary.

6. Maintain the following for each relevant product data (using the input help):


Warranty ID <your warranty> (e.g., BP_WTY)

Warranty BP Warranty Time Dependant

Valid From <today>

Valid To <today + 1 year>

Sales Organization <your sales organization> (e.g., BP Sales Organization)

Distribution Channel <your distribution channel> (e.g., 10 Direct Sales)

7. Save your assignment.

ResultYou assigned a warranty to a product. If the customer enters a service request in the internet customer self-service he can now check the general warranty regulations for the product.

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3.1.2 Product Catalogs

3.1.2.1 Defining Catalog Type

UseWith this activity you define a new catalog type which you need to create a catalog for service products.



SAP CRM IMG menu Customer Relationship Management Master Data Product Catalog Define Catalog Types


3. Maintain the following data:

When creating new data manually (not using the BC-Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on to the system with the appropriate language (EN and/or DE).


Catalog Type YSRV – BP Service Catalog (EN)YSRV – BP Servicekatalog (DE)

Prod.Assignmnt Manual and automatic product assignment

Usage Sales catalog

Product Types Allowed

Material

Service

Text Determination Procedure

For Areas S1

For Items S1

Folder Template

For Areas AUTO-AREA


ResultA new catalog type YSRV – BP Service Catalog has been defined.

3.1.3 Product Registration

3.1.3.1 Defining Field Selection

Use

© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide With this activity you define which attributes of the object categories should be displayed in the product registration form and if each of these attributes is mandatory or not.



SAP CRM IMG menu Customer Relationship Management Web Channel E-Service Internet Customer Self-Service Product Registration Field Selection for Product Registration


3. Maintain the following entries using the input help:

Category Hierarchy ID

Category ID

Set Type Attribute Mandatory

R3PRODSTYP YICSS COM_COMMERCIAL COM_PURCHASE_LOC

R3PRODSTYP YICSS COM_COMMERCIAL COM_PURCH_DATE_TZ


ResultNow one more field for the purchase date is defined in the web shop which can be filled out by the web user during the product registration.

3.1.3.2 Setting Up Partner Functions

UseWith this activity you define role and function of the business partners.



SAP CRM IMG menu Customer Relationship Management Web Channel E-Service Internet Customer Self-Service Product Registration Set Up Partner Functions

2. Choose New Entries and maintain the following six data records:

ICSS BP functions for product registration

Role Modus Function

B2C Consumer Create 00000001 (Sold-To Party)

B2C Consumer Display 00000001 (Sold-To Party)

B2B Contact Create 00000015 (Contact Person)

B2B Contact Display 00000015 (Contact Person)

B2B Company Create 00000001 (Sold-To Party)

B2B Company Display 00000001 (Sold-To Party)

© SAP AG of 68


The partner functions maintained here have to match the partner functions that are set within the partner determination of the object categories (see chapter Defining Partner Determination Procedure).

ResultThe partner functions used for the product registration process in the E-Commerce Internet Customer Self-Service have been set up.

© SAP AG of 68


3.2 Business Process Configuration3.2.1 Internet User Setup

3.2.1.1 Setting Up E-Mail Addresses

UseIn this activity you maintain the various e-mail addresses for the following purposes:

Solution Search: E-mail address that is used as the sender's address if the ICSS user sends a solution or solution attachment to a third party as an e-mail.

New Password: E-mail address that is used as the sender's address if the system generates a new password and sends it to the ICSS user via e-mail.

Mail Recipient: E-mail address to which the ICSS user can send a comment.

SMTP-Server: E-mail address for the mail server.

PrerequisitesThe system administrator has predefined the various e-mail addresses which are to be used in the E-Commerce Internet Customer Self-Service scenarios (for example, Info@<company>.com).

For testing purposes you can use real existing e-mail addresses (for example, your own e-mail address).



SAP CRM IMG menu Customer Relationship Management Web Channel E-Service Internet Customer Self-Service Set Up E-Mail Addresses



Solution Search <E-mail address> (e.g., info@<company>.com)

New Password <E-mail address> (e.g., password@<company>.com)

Mail Recipient <E-mail address> (e.g., support@<company>.com)

SMTP Server <E-mail address> (e.g., mail@<company>.com)


ResultYou have defined the relevant e-mail addresses for the various purposes.

© SAP AG of 68

mailto:Info@%3Ccompany%3E.com


3.2.1.2 Setting Up Roles for Web-based User Management

UseYou can use E-Commerce User Administration to assign authorizations using roles and reference users.

In this activity, you can define roles that can be assigned in user administration for E-Commerce Internet Customer Self-Service users.

These roles contain all of the authorizations that an Internet user requires in order to carry out relevant activities.



SAP CRM IMG menu Customer Relationship Management Web Channel Basic Settings Internet User Web-based User Management Set Up Roles for Web-based User Management

2. Check the following entry:

Role Preselection Role name Description in Web

SAP_CRM_ECO_ISE_WU_B2B ICSS role for Internet users (B2B scenario)

ISE_B2B

3. Choose Save.

3.2.1.3 Updating Role Authorizations

UseICSS users will be created in the following sections.These users need special authorizations. Therefore the following roles must be generated.After the users were created, the roles will be assigned.

The authorizations of standard role SAP_CRM_ECO_ISE_TU_B2C, which is used for the anonymous user for B2C, also needs to be adapted.

Procedure1. Access the activity using one of the following navigation options:

Transaction code PFCG

SAP CRM menu Architecture and Technology System Administration User Maintenance Role Administration Roles

Authorization Profile Generation2. To first generate the authorization profiles, run through the following procedure with each

of these roles:

© SAP AG of 68


Roles Users

SAP_CRM_ECO_ISE_WU_B2C ICSS User for B2C (working unit)

SAP_CRM_ECO_ISE_WU_B2B ICSS User for B2B (working unit)

SAP_CRM_ECO_ISE_TU_B2C Internet User for B2C (technical unit)

SAP_CRM_ECO_ISE_TU_B2B Internet User for B2B (technical unit)

3. In the Role field enter the role name.

4. Choose Change.

5. Choose the tab Authorizations.

6. Choose Change Authorization Data.

7. Choose Generate.

8. Choose Back twice to go on with the next role.

Maintenance of Role SAP_CRM_ECO_ISE_TU_B2C9. Enter role SAP_CRM_ECO_ISE_TU_B2C and choose Change.

10. Choose the tab Authorizations.

11. Choose Change Authorization Data.

12. Expand the authorization object hierarchy as follows:Cross-application Authorization Objects Authorization Check for RFC Access.

13. Highlight object Authorization Check for RFC Access and choose button Manual entry of authorization objects.

14. In the dialog box enter authorization object S_RFC and choose Continue.

15. Expand the structure of the new authorization object and click on the yellow icon of each entry to activate it. Then the icon turns to green.

16. Save your entries and choose Generate.

ResultAll roles used for E-Service users have been updated.

3.2.1.4 Creating Anonymous Users for B2B and B2C

UseIn this activity you create two special Internet user master records that will be used for E-Service Internet Customer Self-Service actions where a customer does not need to register before (for example, FAQs, Solution Search).


Transaction code SU01

SAP CRM menu Architecture and Technology System Administration User Maintenance Users

© SAP AG of 68


Anonymous User for B2C Scenario2. Enter user ID Z_SERVICE and choose Create.

3. Maintain the following values (example data):


Tab Address

Person

Last Name User ICSS B2C

First Name Service

Communication

Language English

Tab Logon data

User Type Service

Password

Initial password <your initial password> (e.g., welcome)

Repeat password <your initial password> (e.g., welcome)

Tab Roles

Role SAP_CRM_ECO_ISE_TU_B2C

4. Choose Save and Back.

Anonymous User for B2B Scenario5. Enter user ID W_SERVICE and choose Create.

6. Maintain the following values (example data):


Tab Address

Person

Last Name User ICSS B2B

First Name Service

Communication

Language English

Tab Logon data

User Type Service

Password

Initial Password <your initial password> (e.g., welcome)

Repeat Password <your initial password> (e.g., welcome)

Tab Roles

Role SAP_CRM_ECO_ISE_TU_B2B

7. Choose Save.

© SAP AG of 68


3.2.1.5 Creating a Reference User for B2C

UseIn this activity you create a special Internet user master record which is used in the B2C Internet Customer Self-Service as a reference for new Internet users.



SAP CRM GUI menu Architecture and Technology System Administration User Maintenance Users

2. Enter user ID YBP_ICSS_REF and choose Create.

3. Maintain the following values (example):


Tab Address

Person

Last Name User ICSS

First Name Reference

Communication

Language English

Tab Logon data

User Type Reference (Logon not possible)

Password

Initial Password <your initial password>

Repeat Password <your initial password>

Tab Roles

Role SAP_CRM_ECO_ISE_WU_B2C

4. Choose Save.

3.2.1.6 Setting Up Internet Users for B2C

UseYou can use this IMG activity to define which user scenario should be used for B2C in the E-Commerce Internet Customer Self-Service.

In our case the user scenario uses a SU01 user that is linked to a business partner contact person.This structure gives you the option of defining personalization, workflow and specific user roles.Administration of this user is possible via role maintenance for Internet users in the business partner master data.This user scenario is the recommended configuration setting.

© SAP AG of 68




SAP CRM IMG menu Customer Relationship Management Web Channel Basic Settings Internet User Internet User Settings Set Up Internet Users (B2C)

2. Check if the following setting has been made:

Field Entry Field Name

Change Internet User (SU05) for Internet User (SU01)

3. Choose Save.

ResultThe recommended user scenario (SU01) has been selected.

3.2.1.7 Setting Up Registration Process for B2C

UseIn this activity, you set up the registration for the E-Service Internet Customer Self-Service.



SAP CRM IMG menu Customer Relationship Management Web Channel E-Service Internet Customer Self-Service (ICSS) Set Up Registration Process



Grouping Y6 (CRM Consumer)

Group.Org. Y6 (CRM Consumer)

Generated PWord User Password Generated

Workflow


The B2C scenarios are usually part of a workflow process. Therefore the flag for Workflow has to be set if a workflow process shall be triggered. This is usually an e-mail after the system administrator verifies the validity of the user.

Currently there are no standard SAP workflows for the E-Commerce Internet Customer Self-Service existing. This has been left to the discretion of any customer.

ResultThe registration for the E-Commerce Internet Customer Self-Service has been set up.

© SAP AG of 68


3.2.1.8 Assigning a Reference User Variable for Internet Users for B2C

UseIn this activity you assign the variable for a reference user to an existing user master record.

The user master record assigned here is used in the B2C E-Commerce Internet Customer Self-Service reference for new Internet users to be created (SU01). It is entered in the field "Reference User" for the new user master record. The Internet user authorization checks are firstly performed with reference to this user master record.

If there is no appropriate user master record existing in the system, you need to create one in advance using the user administration environment (SU01).



SAP CRM IMG menu Customer Relationship Management Web Channel Basic Settings Internet User Internet User Settings Assign Reference User Variable for Internet Users (B2C)




Variable $INTERNETUSR

Ref. User YBP_ICSS_REF


ResultYou assigned a reference user master record to the internet user variable.

3.2.1.9 Configuring Field Attributes for Each Client

UseIn this activity you define which fields at field group level in master record maintenance

require an entry (required entry)

are ready for input (optional entry)

are displayed (display)

are hidden (hide),

depending on the application object.

This definition is linked with the field status of the other criteria. The status of the field in the input screen for master data is derived from this link.

Check the attributes delivered, and maintain the following changes.

© SAP AG of 68




SAP CRM IMG menu Cross Application Components SAP Business Partner Business Partner Relationships Basic Settings Field Groupings Configure Field Attributes For Each Client


3. Maintain the following values (using the input help):


App.Object BUPA (SAP Business Partner)

4. Choose Save.

5. Highlight application object BUPA (SAP Business Partner) and choose Field Grouping.

6. Double-click data set CRM Classification (CRM040).

7. Check if the following settings exist:

Description Field grp Hide Req. entry

Opt. entry

Display Not spec.

Attribute 10 1090

R/3 Account Group 1072

8. Choose Save.

3.2.2 Settings for E-Service Processes

3.2.2.1 Defining Status Profile for ICSS

UseWhen the Internet user creates a complaint or a service request in the web, he can also check the current status of his request depending on the document workflow.

In order to display the right status you need to check, if an appropriate status profile is available (or you can create a new one) which also has to be assigned to the corresponding service transaction.



SAP CRM IMG menu Customer Relationship Management Web Channel E-Service Internet Customer Self-Service (ICSS) Define and Assign Status Profile for ICSS

2. Check if the following status profiles for service requests are available in the CRM system:

Status profile Text Lang.

CRMCOMPL SAP CRM Complaints DE

CRMICSS1 SAP CRM Srvce ICSS w/ Assgmnt DE

© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide 3. Mark each status profile and choose Details to check if the status profile contains the user

status you need. For these profiles the short texts of the default settings in the CRM system are maintained in German.

4. If you want to maintain the user status of those status profile also in language EN perform the following steps:

5. Mark status profile CRMICSS1, choose Copy As… and enter the following values:


Status profile YCRICSS1

Text BP CRM Srvce ICSS w/ Assgmnt

Maintenance Language EN

6. Choose Continue.

7. Repeat this step for status profile CRMCOMPL:


Status profile YCRCOMPL

Text BP CRM Complaints

Maintenance Language EN


ResultYou checked the existence of the status profiles CRMICSS1 and CRMCOMPL.If necessary you also created a copy of them with an English user status.

3.2.2.2 Defining Partner Determination Procedure

UseIn this activity, you define partner determination procedures that the system uses to automatically enter partners in business transactions. The partner functions and access sequences you have defined are brought together here.



SAP CRM IMG menu Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure

2. Mark the standard determination procedure for service headers 00000033 (SAP Service: ICSS Header) and choose Copy As…

When creating new data manually (not using the BC-Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on to the system with the appropriate language (EN and/or DE).

3. Maintain the following entries:


© SAP AG of 68

sapevent:DOCU_LINK%5CDS:GLOS.8063BD7F7875D3118F330060B03CA38C

sapevent:DOCU_LINK%5CDS:GLOS.3526C7B6AFAB52B9E10000009B38F974


Procedure Y0000033

Description BP Service Header ICSSBP Servicekopf ICSS (DE)

4. Choose Enter.

5. On screen Specify object to be copied choose copy all.

6. Confirm the following information message.

7. Select the new procedure and double-click on folder Partner Functions in Procedure.

8. Select function 00000055 Ship-To Party/Service Recipient (CRM) and choose Delete.

9. Select the partner function 00000056 Service Employee Group (CRM) and choose Details.


Field Name Entries

PartnerDetProc Y0000033 BP Service Header ICSS)

Partner Function 00000056 Service Employee Group (CRM)

Changeable (if…)

No. of Occurrences (Lowest) 1

No. of Occurrences (Highest) 1

Changeable addr.

Access sequence 0011 – Organizational Data: Service Team using Product or Rule

Determination tm. Recurring

Characteristics Gr Generally Valid Group

11. Double-click on folder User Interface Settings.

12. Maintain the following entry:


PartnerDetProc Y0000033 BP Service Header ICSS

Partner Function3 00000056 Service Employee Group (CRM)

13. Choose Save.

14. Double-click on folder Partner Functions in Procedure and choose New Entries.


Field Name Entries

PartnerDetProc Y0000033 (BP Service Header ICSS)

Partner Function 00000002 Ship-To Party (CRM)

Changeable (if…)



Changeable addr.

Access sequence 0005 Preceding Document -> Business Partner Relationships: Sold-To Party -> Current P

© SAP AG of 68


Field Name Entries



16. Choose Save.

17. Select Function 00000014 Employee Responsible (CRM) and choose Details.


Field Name Entries

PartnerDetProc Y0000033 BP Service Header ICSS)

Partner Function 00000014 Employee Responsible (CRM)

Changeable (if…)



Changeable addr.

Access sequence 1001 Business Partner Relationships: Sold-To Party



19. Choose Save.

3.2.2.3 Defining Transaction Type for ICSS Service Request

UseA transaction type defines the properties and characteristics of a business transaction (for example, sales order, service request, sales call), and defines the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile). A transaction type controls the processing of a specific business transaction.

For creating a service order type copy the standard transaction type ICSS - SAP Service - ICSS. Keep all the standard settings from the standard transaction type ICSS as default settings- only the settings listed below will be changed.



SAP CRM IMG menu Customer Relationship Management Transactions Basic Settings Define Transaction Types

2. Select transaction type ICSS and choose Copy As…

3. For folder Definition of transaction types maintain only the following values (and keep the others unchanged):

Field Name Entry

Trans. Type YCSS - BP Service - ICSS

General

© SAP AG of 68


Field Name Entry

Description BP Service Request ICSS (EN);BP Serviceanforderung ICSS (DE)

Profiles

Partner Determ.Proc. Y0000033 (BP Service Header ICSS)

Status profile YCRICSS1

4. Double-click on view Assignment of Business Transaction Categories and select transaction category Business Activity.

5. Double-click on view Customizing header and maintain the following data:

Field Name Entry

General

Category URL

Default Data

Priority 5 Medium

Goal 001 Order Completion

Direction 0 Inbound

Subject Profile ACT000001 Activity Reason

6. Choose Enter.

7. Confirm the following information message.

8. Choose Save and choose a customizing request if required.

3.2.2.4 Defining Item Category Determination

UseThe purpose of this activity is to define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. Maximum three alternative item categories are possible.



SAP CRM IMG menu Customer Relationship Management Transactions Basic Settings Define Item Category Determination

2. Highlight all existing item category determinations of transaction type ICSS.

3. Choose Copy As…

4. On screen Change View ”Item Category Determination”: Details of Selected Set maintain the following entry:

Field Name Value

Trans. Type YCSS (BP Service - ICSS)

© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide 5. Choose Enter and repeat step 4 until all item category determinations of transaction type

ICSS were copied to the new transaction type YCSS.



8. Maintain the values as shown in the following table.

Field Name Value

Trans. Type YCSS (BP Service - ICSS)

Item Cat. Group Service Item (SRVO)

Item Category Determination

Item Category YSRP (BP Service Item)

Alt. itm cat.1 SRVS (SAP Std Serv ProdItm)

Alt. itm cat.2 TAN (Sales Item)

Alt. itm cat.3 SRVM (SAP Spare Part Item)

9. Choose Save and Back.

ResultAll necessary item category determinations for the new transaction type YCSS (BP Service ICSS) have been defined.

3.2.2.5 Defining Copy Control for Transaction Type

UseThe purpose of this activity is to define the control for copying business transaction types.



SAP CRM IMG menu Customer Relationship Management Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Transaction Types

2. To maintain the copy control for Service Request Service Confirmation, choose New Entries.

3. Maintain the values as shown in the following table.

Field Name Value

Source trans. YCSS (BP Service ICSS)

Trans. type YCON (BP Confirmation)

Copy Price Agreements

4. Choose Save.

5. Choose Back twice.

© SAP AG of 68


3.2.2.6 Assigning Item Category for Billing

UseThe purpose of this activity is to assign a combination of the business transaction type (that is, process type of the source application) and the item category of the relevant CRM business transaction to an item category in CRM Billing. If this is not performed, CRM Billing doesn’t work.

PrerequisitesBefore you start assigning item categories for CRM Billing, make sure that you have defined the transaction types and item categories for transactions that you wish to assign here.


Transaction code BEA_ITC_DET

SAP CRM IMG menu Customer Relationship Management Billing Item Category Determination Assign Item Categories

2. Mark CRMB and choose Copy to select CRM Billing as Billing Engine Application.

3. Choose New Entries and enter the following data (using the input help):

Source Process Cat. Source Item Category Billing Itm Category

YCSS YSRP YSCN

4. Choose Save.

ResultThe billing item category YSCN is assigned to the E-Service transaction type YCSS and item category YSRP.

3.2.2.7 Defining Transaction Types for the Internet

UseWith this activity you define and assign the necessary transaction types for all E-Commerce Internet Customer Self-Service processes that are part of SAP Best Practices for CRM.

PrerequisitesThe additional trancaction type YCOM (BP Complaints) has already been created.

See the Configuration Guides of building block C28 CRM Complaint, chapter Transaction Settings (SAP CRM) with all its subchapters.



SAP CRM IMG menu Customer Relationship Management Web Channel E-Service Internet Customer Self Service Set Up Internet

© SAP AG of 68


Transactions Define Transaction Types for the Internet (Without Web Requests)

2. The following transaction types are already predefined in the CRM system:

Define Transaction Types for Internet Service

Trans. Type

Description Trans. Type

Subject Profile

Txt Type

RTxt Typ

Description

S1 Service Request ICSS SERVICE S001 Service Request

S3 Information Request

SRVO SERVICE S001 Information Request

3. To create additional transaction types to be used in the E-Service scenarios choose New Entries and add the following values:


Trans. Type

Description Trans. Type

Subject Profile

Txt Type

RTxt Typ

Description

YS1 BP Serv.Request ICSS (EN)BP Serviceanf. ICSS (DE)

YCSS SERVICE S001 BP Service Request for ICSS (EN)Serviceanforderung für ICSS (DE)

YS4 BP Complaint ICSS (EN)BP Reklamation (DE)

YCOM COMPLAINT C001 BP Complaint for ICSS (EN)BP Reklamation für ICSS (DE)

4. Choose Save.

5. Confirm the system messages and select a customizing request if required.

ResultThe new transaction types for the internet YS1 and YS4 have been defined.

3.2.3 Subject Profiles

UseTo start the correct profile when creating an E-Commerce Internet Customer Self-Service complaint you have to carry out some adaptations in the subject profile.

3.2.3.1 Maintaining Code Group Profile Level

UseIn this activity you change the hierarchy level of the subject profile.The value that you select specifies the maximum hierarchy level that a code for this catalog may have in a service process or a complaint.Example: If you create a code from this catalog at level 1, you may only hang catalog codes under this node if their hierarchy levels are greater than 1

© SAP AG of 68




SAP CRM IMG menu Customer Relationship Management Basic Functions Catalogs, Codes and Profiles Define Subject Profiles

2. Highlight subject profile COMPLAINT and double-click on folder Code Group Profile for Subject Profile in the dialog structure.

3. Change the level for the following entry from Level 4 to Level 1:

Catalog CdGrpPrfle CdPrfleTxt Level

C4 Request COMPLAINT Customer Request Level 1

4. Save your setting and select a customizing request if required.

© SAP AG of 68


3.3 Master Data Creation3.3.1 Frequently Asked Questions (FAQs)

3.3.1.1 Assigning Frequently Asked Questions to Product

UseWith this activity you assign solution(s) to your appropriate product(s) and create frequently asked question(s) via description.


Transaction code CRMD_IIA_FAQ

SAP menu Service Enterprise Intelligence Solution Database Maintain Frequently Asked Questions

2. Select the appropriate product (e.g., H21 Trading Good...) and choose Continue.

3. Mark the product to which you want to link to a problem to and choose FAQ Find Problems from the menu.

4. On screen Problem Search Criteria use the input help of field Problem Number to search for the newly created problem.

(For detailed information concerning the creation of problems and solutions see the Configuration Guide of building block C13 CRM Service Master Data, chapter Creating New Problems and Solutions).

5. Highlight one problem (for example concerning Monitor color topics) and choose Copy.

6. Choose Continue.

7. On screen SDB Refine Hit List – Select Problems mark the appropriate problem and choose Link Selected Problem (Enter).

8. Now a problem with corresponding solution has been assigned to a product. In the middle frame on the right hand side you can enter the description text for the main frequently asked question (for example; How can I adapt the colors of a monitor?).

9. Choose Save.

Depending on the language you are logged on to the CRM system, the link between product and FAQs is created.

So in order to get a translated version of the new FAQ example, you need to maintain this translation-sensitive data twice, after having logged on the CRM system with the appropriate language in parallel (for example, EN and/or DE).

10. In order to translate the new example FAQ log on to the CRM system in the appropriate language and repeat steps 1 to 9 with the following texts:

Language FAQ Translation

German (DE) Wie kann man die Farben des Monitors einstellen?

Spanish (ES) Como puedo adaptar el color de un monitor?

© SAP AG of 68


Language FAQ Translation

French (FR) Comment peut-on régler les couleurs de l’écran ?

Portuguese (PT) Como posso adaptar as cores de monitor ?

Russian (RU) Каким способом можно отрегулировать цвета монитора?

Chinese (ZH) 我如何调整显示器的颜色?

Turkish (TR) Ekran renklerini nasıl ayarlayabiliriz ?

Dutch (NL) Hoe kan ik de kleuren van een monitor aanpassen?

Czech (CS) Jak mohu upravit barvy na monitoru?

Italian (IT) Come ci regola il colore del monitore?

Polish (PL) Jak ustawić kolory obrazu na monitorze?

11. Restart the JAVA application.

ResultYou have assigned a problem with corresponding solution to a product and at the same time you defined a frequently asked question belonging to that problem.

3.3.2 Product Catalogs

JRE has to be installed on the local PC. You can download it from the homepage java.sun.com if necessary. Use any version of Java™ Plug-In 1.4.2.Download the correct JRE from http://java.sun.com/j2se/1.4.2/download.html.For details see SAP note 717921.

When using product catalogs for the E-Commerce Internet Customer Self-Service (ICSS) ask your system administrator to ensure that the following two keys of your TREX are maintained for each server node being used in the respective service of the Visual Administrator of your SAP CRM JAVA application server:

Access the Visual Administrator and follow the Server node to Services TREX Service (full qualified domain is recommended).

Ensure that the following values are maintained:

Key Value

nameserver.address tcpip://[host].[domain]:[TREX nameserver port – default value: 3<instance number>01](e.g., tcpip://iwdf4711.wdf.sap.corp:30001)

connection.nonproxyhosts <TREX host>

UseFor the E-Service scenarios you need two different product catalogs.One of them should contain all products and the other all services.

PrerequisitesPerform the following steps in the CRM system for each product available in the product catalog that is used for product registration:

© SAP AG of 68

http://java.sun.com/j2se/1.4.2/download.html

SAP Best Practices CRM E-Service (C74) - Configuration Guide (a) Check if set type PRREF (Permitted Object Categories) is existing (using transaction COMM_ATTRSET).

(b) Check if there is a default object category in the product master data.Use transaction COMMPR01 to view the product categories of each product which should be available in the product catalog for product registration. There should be only one product category.

(c) Check if at least one category has got the set type PRREF assigned (using transaction COMM_HIERARCHY):

1. Open the first category that you identified in the previous step.

2. Click on the assigned category. Choose tab SetTypes to view the assigned set types.

3. If there is set type PRREF assigned, you can proceed.

4. If none of the categories linked to the relevant products has set type PRREF assigned you need to perform one of the following actions:

Don’t use this product for the product catalog

Add the set type PRREF to one of the product categories assigned to the relevant product(s) (e.g., to category MAT_HAWA, which is a category of hierarchy R3PRODSTYP).

Add another category to the relevant product(s) with set type PRREF.

3.3.2.1 Defining Country Groups

UseCountry groups are used during user maintenance in the Web Shop. The country group function defines the countries to which products can be sold. For example, customers in the USA can only select US addresses from the menu when they register.



SAP CRM IMG menu Customer Relationship Management Web Channel E-Commerce Define Country Groups


3. Make the following entries:


Country Group Description

Y001 US (EN + DE)

Y002 EU Countries (EN); EU-Länder (DE)

4. Select your country group.

5. Double-click on Countries in the dialog structure.


© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide 7. Type in the country key directly or use the input help to select the relevant country keys.

Country Group Y001 - US Country Group Y002 – EU Countries

AR Argentina AD Andorra

BR Brazil AT Austria

CA Canada BE Belgium

CL Chile CH Switzerland

CO Columbia CZ Czech Republic

CR Costa Rica DE Germany (set to Default)

EC Ecuador DK Denmark

GT Guatemala ES Spain

HN Honduras FI Finland

MX Mexico FR France

PA Panama GB United Kingdom

PE Peru GR Greece

PY Paraguay HU Hungary

US USA (set to Default) IE Ireland

UY Uruguay IT Italy

NL Netherlands

NO Norway

PL Poland

PT Portugal

RO Rumania

RU Russian Fed.

SE Sweden

SI Slovenia

SK Slovakia

8. Choose Enter.

9. Keep the field with regions empty for all countries.

You can use this field if you want customers to fill out the region code of their address when registering in the Web Shop.

10. Choose Save.

3.3.2.2 Creating Product Catalogs

UseThe product catalog in ICSS is used in Installed Base Management, Request Management, Service Contracts and Product Registration.

© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide For the E-Service scenarios you need at least two different product catalogs.One of them should contain all products, the other all services.

PrerequisitesPlease make sure that all settings for the product catalog and the product catalog replication have been done successfully (see appropriate chapters in the Configuration Guide of building block C71 CRM Connectivity).


Transaction code COMM_PCAT_ADM

SAP CRM menu Master Data Product Catalog Maintain Product Catalog

2. Enter the name of your Product Catalog.

3. Select a Catalog Type

4. Choose Create.

5. Enter a description and specify a corresponding language key. You can maintain descriptions in different languages for one catalog.

6. In the screen area Basic data, select the validation dates.

Prerequisite: If you are using automatic product assignment, you have created the relevant product categories in the product master.

7. Choose Save.

Products Catalog:

Field Name Value

Product Catalog Y_BP_PC_ICSS_PRODUCTS

Catalog Type Manual product assignment

Choose Create.

Field Name Value

Description BP PC for ICSS Products

Basic Data

Valid From <today>

Valid To <e.g., one year later>

From the menu choose Product Catalog Another catalog.

Services Catalog:

Field Name Value

Product Catalog Y_BP_PC_ICSS_SERVICES

Catalog Type BP Service Catalog

Choose Create.

Field Name Value

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Description BP PC for ICSS Services

Basic Data

Valid From <today>

Valid To <e.g., one year later>

Choose Enter and Save.

ResultNow you created two catalogs, one for products (materials), one for services.

3.3.2.3 Creating Catalog Variants for Products and Services

UseThe catalog variants enable you to determine the specifications of the catalog to be published.

You need to define a variant for each language you want to display, for example, in the Web Shop.




2. In the Product Catalog field, enter Y_BP_PC_ICSS_PRODUCTS.

3. Choose Change.

4. To create the catalog variants, go to tab page Variants.

5. In the field Maint. Language, specify the language in which you want to maintain the catalog variant data (here: first in EN).

6. Make the following example entries (one for each sub-language):

Field name Value 1 (EN) Value 2 (DE)

Catalog Variant ICSS_PRODUCT01 ICSS_PRODUCT02

Description ICSS_PRODUCT01 ICSS_PRODUCT02

Language English German

Currency <variable> (EUR or USD) <variable> (EUR)

Sales organization <sales organization>(for example, BP_SALES)

<sales organization>(for example, BP_SALES)

Distribution channel <distribution channel>(for example, 10)

<distribution channel>(for example, 10)

Pricing Procedure <pricing procedure> (for example: Y3SRVV)

<pricing procedure> (for example: Y3SRVV)

UoM type (Unit of measure) Base unit of measure Base unit of measure

Valid from (optional) (optional)

Valid to (optional) (optional)

© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide 7. Press Enter.

8. Repeat these steps in order to create a catalog variant for each necessary language (for example, Spanish, French, Portuguese, Russian, Chinese etc.).

9. For each variant entry choose button Activate (in column Status) to switch to status Active.

10. Choose Save.

11. Choose Back.

12. In the Product Catalog field, enter Y_BP_PC_ICSS_SERVICES.

13. Choose Change.

14. To create the catalog variants, go to tab page Variants.

15. In the field Maint. Language, specify the language in which you want to maintain the catalog variant data (here: first in EN).

16. Make the following example entries (one for each sub-language):

Column Name Value 1 Value 2

Catalog Variant ICSS_SERVICE01 ICSS_SERVICE02

Description ICSS_SERVICE01 ICSS_SERVICE02

Language English German

Currency <variable> (EUR or USD) <variable> (EUR)

Sales Organization <sales organization>(for example, BP_SALES)

<sales organization>(for example, BP_SALES)

Distribution Channel <distribution channel>(for example, 10)

<distribution channel>(for example, 10)

Pricing Procedure <pricing procedure> (for example Y3SRVV)

<pricing procedure> (for example Y3SRVV)

UoM type (Unit of measure)

Base unit of measure Base unit of measure

Service Organization <service organization> (for example BP_SERVICE)

<service organization>(for example BP_SERVICE)

Valid From (optional) (optional)

Valid To (optional) (optional)

17. Press Enter.

18. Repeat these steps in order to create a catalog variant for each necessary language (for example, Spanish, French, Portuguese, Russian, Chinese etc.).

19. For each variant entry choose button Activate (in column Status) to switch to status Active.

20. Choose Save.

ResultVariants have been created for each relevant catalog.

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3.3.2.4 Creating Catalog Areas

UseWith this function you can structure and organize your product catalog to fit your needs.




2. In the Product Catalog field, enter the respective product catalog.

3. Choose Change.

4. In screen area Object Name, do a right mouse-click on the product catalog’s name. Choose Create Subarea from the submenu.

5. In the field Catalog Area, enter a name for your new Catalog Area.

6. In the field Description, enter a description for the new catalog area.

To access these catalog areas within the Web Shop you have to maintain a separate language variant of the description for each area in every language that is used to log on to your Web Shop. Using the language key next to the Description field, you can create descriptions in different languages.

To manually assign the products to your catalog area, ensure that the field AutoAssign is deselected. To automatically assign the products to your catalog area, select the field AutoAssign.

7. At header data area you can assign documents (pictures) to the catalog area, select the Documents tab and choose Import Document or Create.

8. To create texts, select the tab Texts and choose Create.

9. Choose Save.

10. To create further subareas for an individual subarea, do a right mouse-click on the new subarea and select Create Area Subarea or Adjacent Area from the dropdown menu.

11. Maintain one catalog area for each of the new catalogs one after another.Use the following data:

Field Name Value


Catalog Area PRODUCT AREA

Description Product Area

Field Name Value


Catalog Area SERVICE AREA

Description Service Area

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3.3.2.5 Assigning Products to the Product Catalog

UseAfter creating the product catalog, you assign products manually to the catalog.

Ensure that the products belong to the sales areas that you have specified for the catalog variants.

PrerequisitesThe following example products have been replicated from the ERP system:H11, H12, H12, H21, H22, H23.




2. In the Product Catalog field, enter product catalog Y_BP_PC_ICSS_PRODUCTS.

3. Choose Change.

4. Check that the product catalog status is Inactive.

A yellow light bulb indicates that the status is Active. To set the status to Inactive, click the light bulb and a gray light bulb appears.

In order to add new products to your product catalog, you must first deactivate the status on all levels.

5. In the Object Name screen area, select your product catalog.

6. Choose Expand all.

7. Double-click the catalog area to which you want to manually assign the products.

8. Enter your products at Item Overview Area.

9. Check that the product status is Inactive.

The product is only visible in those catalog variants which have the same assignment of a sales organization as the product.

10. Choose Save.

11. Assign the following products to the product catalog

Field Name Value


Assigned Products

Product ID Product Description

H11 Trading Good...

H12 Trading Good...

H13 Trading Good...

H20 Trading Good...

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Field Name Value

H21 Trading Good...

H22 Trading Good...

ResultProducts have been assigned manually to the new product catalog.

3.3.2.6 Assigning Services to the Product Catalog

UseAfter creating the product catalog, you assign products manually to the catalog.

PrerequisitesThe following example services have been replicated from the ERP system (integrated scenario):D100, D200

The following services have been created in the CRM system (standalone scenario):CSSRV_01, CSSRV_02, CSSRV_03, CSSRV_04




2. In the Product Catalog field, enter product catalog Y_BP_PC_ICSS_SERVICES.

3. Choose Change.

4. Check that the status is Inactive.

A yellow light bulb indicates that the status is Active. To set the status to Inactive, click the light bulb and a gray light bulb appears.

To add new products to your product catalog, you must first deactivate the status on all levels.

5. In the Object Name screen area, select your product catalog.

6. Choose Expand all.

7. Double-click the catalog area to which you want to manually assign the products.

8. Expand data area Header Data. On tab Basic Data click the yellow bulb to deactivate the header version if necessary.

9. Enter your products at Item Overview Area.

10. Check that the product status is Inactive.

The product is only visible in those catalog variants which have the same assignment of a sales organization as the product.

11. Choose Save.

© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide 12. Assign the following products to the product catalog

Field Name Value


Assigned Products

Product ID (ERP) Product Description

D100 Service Fixprice

D200 Service Standard

Product ID (CRM) Product Description

CSSRV_01 Maintenance

CSSRV_02 Repair

CSSRV_03 Monitor Repair

CSSRV_04 Printer Repair

ResultServices have been assigned manually to the new product catalog.

3.3.2.7 Activating the Product Catalog for Publication

UseTo publish your product catalog, you must activate (‘yellow bulbs’) the following elements of the product catalog:

Catalog header

Catalog variants

Catalog areas

Catalog sub areas

Product items



SAP CRM menu Master Data à Product Catalog à Maintain Product Catalog

2. In the Product Catalog field, enter Product Catalog Y_BP_PC_ICSS_PRODUCTS.

3. Choose Change.

4. In the screen area Object Name, select the category subarea. Click the right mouse button and choose Activate Inclusive sub areas and items.

5. In the screen area Object name, double-click the catalog header.

6. Expand data area Header Data by choosing button Expand data areas (labeled Header Data).

7. To activate the basic data and the variants, click the corresponding light bulb icons (Activate). Ensure that the catalog is in change mode.

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9. Repeat these steps with product catalog Y_BP_PC_ICSS_SERVICES.

3.3.2.8 Defining Catalog Variant Indexing

UseIn this activity, you can define how the CRM product catalog data is indexed on the Index Management Service (IMS) server and how the new indexes are handled.

You need to define the use of the programming interface SAP TREX API.



SAP CRM IMG menu Customer Relationship Management à Master Data à Product Catalog à Define Catalog Variant Indexing

2. Enter the following data (using the input help), if not already done:

Field name Entry

Input Parameters

Staging Indicator Staging (SAP TREX-API)

3. Save your entry and select a customizing request if necessary.

3.3.2.9 Replicating Product Catalog Content Initially

UseThis function transports product catalog data (for example, product items or text) to the index server. You can replicate all or individual product catalog variants. The replicated product catalog contents are transferred from the index server to the Web server. The product catalog contents are then available in the E-Commerce application.

Process this step for both example catalogs Y_BP_PC_ICSS_PRODUCTS and Y_BP_PC_ICSS_SERVICES.


SAP CRM transaction code COMM_PCAT_IMS_INIT

2. In the screen areas Input Parameters and Run Parameters, enter the following data (using the input help):

Field name Entry

Input Parameters

Product Catalog <product catalog> (see table below)

Variant (empty = all) <empty>

Run Parameters

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Field name Entry

RFC Destination <RFC Destination to TREX> (e.g., TREX_10)

Publishing Computer ID <publishing computer ID> (as defined in IMG activity Set Targets for Publishing Catalog Contents)

For details concerning the publishing target settings in IMG activity Set Targets for Publishing Catalog Contents (HTTP, FTP) see configuration guide of building block C71 – CRM Connectivity, chapter Web Server Environment).

3. Press Enter.

4. Now you can add the following data (using the input help):

Field name Entry

Run Parameters

Search Server Relation <search server ID> (as defined in transaction SRMO)

Force Overwriting of Indexes selected

5. Choose Execute (F8).

6. Perform the initial replication for the following product catalogs:

Field Name Value



7. After the replication is complete, you receive a log of the results. If the traffic lights are green, the replication was successful.

If errors occur when replicating the data to the TREX server, you might have to restart the TREX server – ask your system administrator.

Please see SAP note 544843 for additional information.

3.3.2.10 Replicating Product Catalog Content (Delta)

UseChanges to the product catalog (for example, adding new products, assigning images, defining views) are not automatically transferred to the Web Server. A replication of the delta information is necessary.

After the initial replication this activity has to execute for every catalog content change that should be available on the index server and the Web server.

You can skip this step if no changes have been made to the product catalogs which need to be replicated.


Transaction code COMM_PCAT_IMS_UPDA

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SAP menu Master Data à Product Catalog à Update Replication


Field name Entry

Product catalog <Product Catalog>

Variant (empty = all) <empty>

3. Choose Execute (F8).

4. After the replication is complete, you receive a log of the results. If the traffic lights are green, the replication was successful.

3.3.2.11 Maintaining Product Catalog Usage

UseIn this activity, you set up the product catalog used in the E-Commerce Internet Customer Self-Service by maintaining the corresponding indicator for the usage of the product catalog.

The indicators of your catalog will be entered in the XCM settings (see chapter Extended Configuration Management (XCM).



SAP CRM IMG menu Customer Relationship Management Web Channel E-Service Internet Customer Self-Service Set Up Internet Transactions Product Catalog Usage

2. Choose New Entries and maintain the following entries using the input help (here: using the English catalog variant):

Indicator Product Catalog Catalog Variant

1000 Y_BP_PC_ICSS_PRODUCTS ICSS_PRODUCT01

2000 Y_BP_PC_ICSS_SERVICES ICSS_SERVICE01

3. Assign the catalog variant of the relevant language (see chapter Creating Catalog Variants for Products and Services).

4. Choose Save.

ResultNow you have created the product catalog connection between the web application and the back end.

3.3.2.12 Activating Indexed Catalog Variants

Use

© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide With this activity you activate the required catalog variants which have been indexed.This activity can only be processed using the CRM WebClient UI.


If the necessary CRM WebClient menu entry Catalog Management Search: Indexed Catalog Variants is missing, you first need to maintain the business role settings for user power_user accordingly as follows:

(1) Adding Work Center1. Access the activity using the following navigation options:


SAP CRM IMG menu Customer Relationship Management UI Framework Technical Role Definition Define Navigation Bar Profile

2. Highlight profile BP_POWER_USER and choose view Assign Work Centers.

3. Choose New Entries and add the following entry:

WorkCenter Position

ECO-CATLOG (Catalag Management) 98


(2) Activating Work Center Link1. Access the activity using the following navigation options:


SAP CRM IMG menu Customer Relationship Management Business Roles Define Business Role

2. Highlight business role BP_POWERUSER and choose view Adjust Work Center Group Links.

3. For work Center ECO-CATLOG check the link with title Indexed Catalog Variants as Visible.



SAP CRM WebClient UI menu Catalog Management Search: Indexed Catalog Variants

2. In the Search Criteria area, choose Search.

3. Select the first respective entry with a click on the version number (see list below).

4. Choose Change Status.

5. In the web page dialog change the status to Active.

6. Choose Save.

7. Choose Back and repeat these steps for the following entries (activate the catalog variant for each relevant language (see chapter Creating Catalog Variants for Products and Services), for example here for EN and DE):

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Product Catalog ID Catalog Variant ID Version Status (old)

Status (new)

Y_BP_PC_ICSS_PRODUCTS ICSS_PRODUCT01 1 Inactive Active

Y_BP_PC_ICSS_PRODUCTS ICSS_PRODUCT02 1 Inactive Active

Y_BP_PC_ICSS_SERVICES ICSS_SERVICE01 1 Inactive Active

Y_BP_PC_ICSS_SERVICES ICSS_SERVICE02 1 Inactive Active

ResultAll relevant indexed catalog variants are active.

3.3.3 Internet Users

3.3.3.1 Creating Internet Users via Business Partner Maintenance

UseThere are two different ways to create B2B internet users to log on to the E-Commerce Internet Customer Self-Service:

Web User Interface

Business partner maintenance environment in the CRM system.

In this case we describe for the business partner maintenance environment in the CRM system how to create for an internet user for an already existing contact person.

PrerequisitesYou are logged on to the CRM WebClient UI with user power_user and password welcome.


SAP CRM WebClient menu Master Data Search: Contacts

2. Search for the relevant contact person (for example, Monika Ziegler (contact person of sold-to Party 100000)) for whom you want to create an Internet User.

3. Select the relevant contact person.

4. On assignment block Roles and choose Edit List.

5. In field Role select Internet User.

6. Get assignment block Users using the Personalize button on the application toolbar if necessary.

7. Expand assignment block Users and Choose New.

8. Create the following Internet user (example data):

Field Name Value

Logon Data

Internet User* <internet user name> (e.g., Ziegler_Monika_Web)

User Name <system user name> (e.g., ZIEGLERMON)

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Password <initial password> (e.g., welcome)

Repeat Password <initial password> (e.g., welcome)

Roles

Role SAP_CRM_ECO_ISE_WU_B2B

*The Internet User field corresponds to the Alias field in the user maintenance (transaction SU01).

9. Choose Back and Save.

10. Repeat those steps for each necessary contact person.

ResultThe contact person can log on to the Internet Customer Self Service with the newly created Internet user.

3.3.3.2 Checking Internet User Settings

UseYou need to ensure that the Alias is maintained for the Internet user. Otherwise the user can’t log on to ICSS. In chapter Maintaining the ICSS Application Configuration the assignment of the usertype CRM_Standalone is described.

Depending on your user concept (using Alias or User ID) these are the chapters were you have to maintain the data according your decision.

Check that the date and the format settings of your internet user correspond with the system settings.




2. Enter the new Internet user (e.g., here: ZIEGLERMON) and choose Change.

3. You can now complete the user’s data if necessary, for example, address data on tab page Address (fields Last Name, First Name and E-Mail).

Enter a real existing e-mail address.For testing purposes you can use, for example, your own e-mail address.

4. On tab page Roles you can check the assigned role.

In case the status of the assigned role SAP_CRM_ECO_ISE_WU_B2B is red, select the role with double-click. The role maintenance opens in a new session.On tab page User choose User comparison then Complete comparison and then Back.

5. Go to the Defaults tab.

6. Set the correct Decimal Notation and Date Format according to your country settings.

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Example:

Country Decimal Notation Date Format

DE 1.234.567,89 DD.MM.YYYY

US 1,234,567.89 MM/DD/YYYY

7. Choose Save.

ResultThe following internet user has been created (as an example):

User Alias Initial Password Role

ZIEGLERMON Ziegler_Monika_Web welcome SAP_CRM_ECO_ISE_WU_B2B

E-Service (ICSS) is using the Alias in order to perform the login to the Internet Customer Self Service B2B scenario.If the Alias has not been maintained, you can edit the Alias (here, e.g., Ziegler_Monika_Web) afterwards using transaction SU01, tab page Logon data.

3.4 Extended Configuration Management (XCM)

UseThe Extended Configuration Management (XCM) Administrator is the configuration tool for the Java components of the ICSS application.

The description of the XCM configuration settings is separated into two parts:

One for the B2B scenario for E-Service (URL: http://<host>:<port>/icss_b2b/admin/xcm/init.do)

One for the B2C Scenario for E-Service(URL: http://<host>:<port>/icss_b2c/admin/xcm/init.do).

Ask your system administrator for the correct URLs, the relevant CRM system client, and the user with which you can perform the XCM configuration described below.

3.4.1 Preparatory Settings

3.4.1.1 Assigning J2EE Admin Role to Own User Profile

UseBefore you can maintain the XCM configuration, you need to assign a special profile to your own relevant system user that allows you the access to XCM (in the relevant CRM system client).

The maintenance of the XCM settings is processed in the CRM client that is

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connected to the corresponding JAVA instance. As recommendation: You can use a client different from the productive client.

Ask your system administrator about the correct client of the CRM system, which is relevant for the XCM settings in J2EE.

Ask your system administrator also to give your relevant user all necessary authorizations in the J2EE environment.

Procedure1. Access the activity using one of the following navigation option:



2. Enter your system user and choose Change.

3. Choose the tab Roles.

4. Select the additional role SAP_J2EE_ADMIN.

5. Choose Save.

3.4.2 B2B and B2C Scenario

UseThe settings which are described in this section need to be performed for both scenarios B2B and B2C.

3.4.2.1 General Settings

3.4.2.1.1 Starting the XCM Administration

UseThe XCM configuration is scenario-dependent. For that reason use the B2B link just for the configuration of the B2B scenario and the B2C link only for the B2C scenario.

In most cases both configurations are very similar but there can be of course some differences as well.

Procedure1. Start the XCM Administrator in your Web browser using the following navigation options:

Web browser Extended Configuration Management (XCM) Administration

URL http://<host>:<port>/icss_b2b/admin/xcm/init.dohttp://<host>:<port>/icss_b2c/admin/xcm/init.do

User name <your system user>

Password <your password>

2. After starting the XCM administration you find a Start menu in the left frame. It contains:

General Application Settings: Here you carry out some general settings for your application.

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Application Configurations: Contains all components used in your application.

Components: Area to build up your application. You should customize the components before defining the application. All components are already available with their default settings, so only the necessary changes are described in this guide.

Only maintain modifications in the Customer area – never change entries in the SAP area!

After changing and saving an XCM setting, the orange row indicates that value is derived from base configuration and has been changed by the customer.

3.4.2.1.2 Maintaining LWC Component

UseThe purpose of this activity is to maintain the general web application scope settings for Live Web Collaboration. The LWC component contains the configuration needed for running Live Web Collaboration. It contains configuration for Email functionality, JMS, routing of customers requests, and other third party product configuration.

In case you have CCMS monitoring in use and or you want to use the LWC communication channels (especially e-mail) make some entries here. Otherwise you can accept all default settings, there’s no need to make any changes here.

Procedure1. Select the pre-configured SAP configuration from the dialog structure on the left hand

side:

XCM Menu Start à General Application Settings Customer lwc lwcconfig

2. Choose the button Edit and change the status of XCM to Edit mode.Don't forget to switch to Display mode after saving changes.

3. Maintain the following parameters (use the scrolling buttons to navigate to the parameters on the different pages) and leave the others unchanged:

Field name Value

Page 1

mail.smtp.host <your relevant SMTP server>

cic.mail.to <your service e-mail address to where the e-mails from your customers should be sent to>

Ask your administrator for the relevant servivce e-mail and SMTP server address.For testing purposes you can use already existing e-mail addresses (e.g., your own e-mail address).

4. Choose Save Configuration.

5. Repeat these steps for the B2C configuration with the URL: http://<host>:<port>/icss_b2c/admin/xcm/init.do

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3.4.2.2 Components

UseIn this area you define the components of your Java application. In the customizing of the components you mainly define the appearance of the ABAP objects in the Java environment and the value transfer for these objects between the ABAP and the Java environment.

The configuration of the components listed here does not have to be changed:

attachments email forgot_password ibase ims mime_types_icons product_registration product_selection solution_search

3.4.2.2.1 Checking Available Functions Component

UseThe Functions Available component contains parameters for enabling or disabling various functions.

Check if all parameters are enabled (value 1) in the pre-defined SAP component configuration.


side:

XCM Menu Start à Components SAP available_functions available_functions_default

2. Check if all parameters are enabled (with value 1) in the pre-defined SAP component configuration.

3. If not, create a new customer component configuration:

XCM Menu Start à Components Customer available_functions

4. Enter BP_FUNCTIONS as configuration Name.


3.4.2.2.2 Maintaining Product Catalog Component

Use

© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide The purpose of this activity is to make sure that the entries maintained in component Product Catalog correspond with those entries made in the ABAP customizing (see chapter Maintaining Catalog Usage).

Corresponding IMG menu in the CRM system: Customer Relationship Management E-Service Internet Customer Self-Service Set Up Internet Transactions Product Catalog Usage).

Make sure that the catalogs really exist and are already replicated.

Procedure1. Select the customer configuration from the dialog structure on the left hand side:

XCM Menu Start à Components Customer product_catalog

2. To create a new component configuration, enter BP_PRODUCT_CATALOG as Name and choose Create.


Field name Value

PCAT_FOR_PRODUCT_REGISTRATION 1000

PCAT_FOR_REFERENCE_OBJECT 1000

PCAT_FOR_SERVICE_REQUEST_ITEM 2000

PCAT_FOR_COMPLAINT_ITEM 1000

PCAT_MAX_CACHE 25

PCAT_SEARCH_RESULTS_MAX_PER_PAGE 25



3.4.2.2.3 Maintaining Service Contract Component

UseThe purpose of this activity is to enables web users to see detailed information about their service contracts. Web users who are contacts of companies have access to their service contracts and to those of their company.


XCM Menu Start à Components Customer service_contract

2. To create a new component configuration, enter BP_SERVICE_CONTRACT as Name and choose Create.

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SAP Best Practices CRM E-Service (C74) - Configuration Guide 3. Check and maintain the following entries (use the scrolling buttons to navigate to the

parameters on the different pages) and leave the others unchanged:

Field name Value

Page 1-3

create_servcont_type YSC

display_b2b_b2c * B2B / B2C

display_list_column_1_detail_enable 1






item_display_list_column_3_sort_enable 1

item_display_list_column_4_sort_enable 1

item_display_list_column_2_detail_enable 1





* If you run both scenarios for E-Commerce Internet Customer Self-Service, B2B and B2C, you need to maintain field display_b2b_b2c for both XCM environments: B2B (value: B2B) and B2C (value: B2C).



3.4.2.2.4 Maintaining Service Request Component

UseThe purpose of this activity is to make sure that the entries maintained in component Service Request correspond with those entries made in the ABAP customizing concerning used request types and product catalog (see chapter Defining Transaction Type for the Internet).

Corresponding IMG menu in the CRM system: Customer Relationship Management E-Service Internet Customer Self-Service Set Up Internet Transactions Define Transaction Types for the Internet (Without Web Requests)).


XCM Menu Start à Components Customer service_request

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SAP Best Practices CRM E-Service (C74) - Configuration Guide 2. To create a new component configuration, enter BP_SERVICE_REQUEST as Name and

choose Create.

3. Check and maintain the following entries (use the scrolling buttons to navigate to the parameters on the different pages) and leave the others unchanged:

Field name Value

Page 1

create_inforeq_type S3

create_servreq_type YS1



Page 2






3.4.2.2.5 Maintaining Live Web Collaboration Component

UseIf the functionalities of Email/Chat and Voice over IP should be included (as the e-mail functionality in our case) the Contact Us functionality should lead to Live Web Collaboration (Online Support) function (value 1).


side:

XCM Menu Start à Components Customer live_web_collaboration

2. To create a new component configuration, enter BP_ICSS_LWC_ENABLE as Configuration Name and choose Create.

3. Maintain the following entry using the input help:

Field name Value

lwc_enable 1



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3.4.2.2.6 Maintaining Complaint Component

UseIn the E-Commerce Internet Customer Self-Service, the complaint function enables web users to submit complaints and view a list of the complaints that they have previously created. Web users who are contacts of companies have access to their complaints and to those of their company.

The purpose of this activity is to make sure that the entries maintained in component Complaint correspond with those entries made in the ABAP customizing concerning the used request type (see chapter Defining Transaction Type for the Internet).

Corresponding IMG menu in the CRM system: Customer Relationship Management E-Service Internet Customer Self-Service Set Up Internet Transactions Define Transaction Types for the Internet (Without Web Requests)).


side:

XCM Menu Start à Components Customer complaint

2. To create a new component configuration, enter BP_COMPLAINT as Name and choose Create.

3. Check and maintain the following entries (use the scrolling buttons to navigate to the parameters on the different pages) and leave the others unchanged:

Field name Value

Page 1

create_trans_type YS4


display_i_list_column_1 COMPLAINT_ITEM_PRODUCT




3.4.2.2.7 Maintaining JCO Component

UseThe configuration of this component is used by the SAP Java Connector (JCO) for the communication / data exchange between the SAP system (ABAP) and the JAVA environment.

You get the correct entries from your system administrator.

Procedure

© SAP AG of 68

SAP Best Practices CRM E-Service (C74) - Configuration Guide 1. Select the pre-configured SAP configuration from the dialog structure on the left hand

side:

XCM Menu Start à Components Customer jco

2. To create a new component configuration, enter BP_JCO_<systemID>_<client> as Configuration Name and choose Create.

3. Maintain the following entry using the input help:

Field name Value

client <your relevant CRM client>

lang <your default language (e.g., EN)>

group <case sensitive group (e.g., PUBLIC)>

r3name * <CRM system ID>

mshost <your message server host name>

user * W_SERVICE

passwd ** <Password for CRM system / client> (e.g., welcome)

maxcon <Maximum size of SAP Java Connector connection pool (e.g., 100)>

* If you run both scenarios for E-Commerce Internet Customer Self-Service, B2B and B2C, you need to maintain field user for both XCM environments: B2B (value: W_SERVICE) and B2C (value: Z_SERVICE).

**For password see chapter Creating Anonymous Users for B2B and B2C.


5. Choose run test to check your settings.

6. Repeat these steps for the B2C configuration with the URL: http://<host>:<port>/icss_b2c/admin/xcm/init.doUse Z_SERVICE as user.

3.4.2.3 Application Configurations

3.4.2.3.1 Maintaining the ICSS Application Configuration for B2B

UseAn application configuration defines the behavior of the application.

The purpose of this activity is to assign the various component configurations that were defined before (see chapter Components) to the application configuration that you want to use as default configuration for your E-Service scenario B2B.


side:

XCM Menu Start à Application Configurations SAP icss_standard

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SAP Best Practices CRM E-Service (C74) - Configuration Guide 2. To create a new application configuration, enter BP_<systemID>_<client> as Name

(case sensitive) and choose create.

3. Choose button Display next to Advanced Settings.

4. Define this new application configuration as default:

Field name Value

default configuration

The application configuration which is defined as default will be shown with a green icon after being saved.

5. Assign all your newly defined customer configurations to the corresponding components (Param. name) using the input help (for the remaining components you can keep the assignment of the default configurations <component>_default):

Param. name Value

Page 1

jcodata BP_JCO_<systemID>_<client>

complaint BP_COMPLAINT

service_request BP_SERVICE_REQUEST

service_contract BP_SERVICE_CONTRACT

live_web_collaboration BP_ICSS_LWC_ENABLE

product_catalog BP_PRODUCT_CATALOG


Param. name Value

Page 2

usertype CRM_Standalone

If you are using the user Alias to log on to the ICSS it is recommended to use usertype CRM_Standalone. With the user Alias you can use longer names. (If you are using a Portal you use usertype CRM_Standalone_with_UME_logon and the User ID to log on to ICSS).

7. Choose Save configuration.

3.4.3 B2C Scenario

3.4.3.1 General Settings

3.4.3.1.1 Starting the XCM Administration

UseThe XCM configuration is scenario-dependent. For that reason use the B2B link just for the configuration of the B2B scenario and the B2C link only for the B2C scenario. In most cases both configurations are very similar but there can be of course some differences as well.

There are nearly the same configuration steps necessary, if you use a B2C Scenario.

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SAP Best Practices CRM E-Service (C74) - Configuration Guide For the B2C scenario, create the same component configurations that you did for the B2B scenario before. After that just maintain the following differences for certain component configurations.

PrerequisitesAdministration rights have been given by assigning the specific role SAP_J2EE_ADMIN to the relevant maintenance user.

Procedure1. Start the XCM Administrator in your Web browser using the following navigation options:

Web browser Extended Configuration Management (XCM) Administration

URL http://<host>:<port>/icss_b2c/admin/xcm/init.do

User name <your CRM user>

Password <your password>

If you are using both scenarios B2B and B2C first maintain all settings described above for the B2B scenario also in the XCM Administration for B2C.After that you can maintain the following configuration parameters additionally in the XCM Administration for B2C.

Only maintain modifications in the Customer area – never change entries in the SAP area!

3.4.3.2 Components

3.4.3.2.1 Maintaining Register Component

UseThe Register component enables web users to input their personal information so that the CRM system creates an account for them. Once registered, the user will have access to authorized functionalities in the system.


XCM Menu Start à Components Customer register

2. To create a new component configuration, enter BP_REGISTER as Name and choose Create

3. Then adapt the following entry:

Field name Value

default_country DE

default_scenario REGISTER_B2C_WITHOUT_ACCOUNT


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3.4.3.3 Application Configurations

3.4.3.3.1 Maintaining the ICSS Application Configuration for B2C

UseAn application configuration defines the behavior of the application.

The purpose of this activity is to assign the various component configurations that were defined before (see chapter Components) to the application configuration that you want to use as default configuration for your E-Service scenario B2C.


side:

XCM Menu Start à Application Configurations SAP icss_standard

2. To create a new application configuration, type in BP_<systemID>_<client> as Name (case sensitive) and choose create.


4. Define this new application configuration as default:

Field name Value

default configuration

The application configuration which is defined as default will be shown with a green icon after being saved.

5. Assign all your newly defined customer configurations to the corresponding components (Param. name) using the input help (for the components not mentioned here keep the assignment of the default configurations <component>_default):

Param. name Value

Page 1

jcodata BP_JCO_<systemID>_<client>

complaint BP_COMPLAINT

service_request BP_SERVICE_REQUEST

service_contract BP_SERVICE_CONTRACT

register BP_REGISTER

live_web_collaboration BP_ICSS_LWC_ENABLE

product_catalog BP_PRODUCT_CATALOG


Param. name Value

Page 2

usertype CRM_Standalone

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If you are using the user Alias to log on to the ICSS it is recommended to use usertype CRM_Standalone. With the user Alias you can use longer names. (If you are using a Portal you use usertype CRM_Standalone_with_UME_logon and the User ID to log on to ICSS).

7. Choose Save configuration.

3.4.4 Restarting the J2EE Services

UseIt is mandatory to stop and restart the J2EE services after your XCM configuration has been done. If you do not restart the services, all components will use the default settings.

Procedure1. In order to be able to check a new XCM configuration setting in your system, the J2EE

services need to be restarted before (ask your system administrator).

SAP CRM transaction code SMICM

2. From the menu choose:Administration J2EE Instance (local) Send Soft Shutdown With Restart orAdministration J2EE Instance (local) Send Hard Shutdown With Restart

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