CRM Interaction Center - Business Scenario Configuration Guide

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© Copyright 2002 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of Microsoft Corporation. IBM®, DB2®, DB2 Universal Database, OS/2®, Parallel Sysplex®, MVS/ESA, AIX®, S/390®, AS/400®, OS/390®, OS/400®, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere®, Netfinity®, Tivoli®, Informix and Informix® Dynamic ServerTM are trademarks of IBM Corporation in USA and/or other countries. ORACLE® is a registered trademark of ORACLE Corporation. UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group. Citrix®, the Citrix logo, ICA®, Program Neighborhood®, MetaFrame®, WinFrame®, VideoFrame®, MultiWin® and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc. HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. JAVA® is a registered trademark of Sun Microsystems, Inc. JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, SAP Logo, R/2, RIVA, R/3, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP, mySAP.com, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. MarketSet and Enterprise Buyer are jointly owned trademarks of SAP Markets and Commerce One. All other product and service names mentioned are the trademarks of their respective owners.

CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center: Business Scenario Configuration Guide........................................................ 10 General Settings................................................................................................................................. 13 SAP Notes ...................................................................................................................................... 13 Connectivity........................................................................................................................................ 14 Communication Setup Overview .................................................................................................... 14 Connecting the Source System (such as SAP CRM) to SAP BW ................................................. 14 IPC Connectivity ............................................................................................................................. 15 Creating an IPC User.................................................................................................................. 15 Configuring the IPC Dispatcher and IPC Server......................................................................... 15 Setting Up RFC Connections to the IPC Dispatcher and Servers.............................................. 17 Setting Up Interactive Configuration ........................................................................................... 20 Setting Up Pricing Analyses in the CRM System ....................................................................... 21 Setting Up the CAT Server ......................................................................................................... 22 APO Connectivity............................................................................................................................ 24 Set up System Landscape for CRM Online and SAP APO ........................................................ 24 Set up Logical Systems and RFC Connections.......................................................................... 27 Set up SAP APO Core Interface (APO-CIF)............................................................................... 32 Set up Test Data for Availability Check ...................................................................................... 35 Set up SAP APO-CIF Integration Model..................................................................................... 38 Set up Location (Plant) ............................................................................................................... 39 Generation.......................................................................................................................................... 41 Generation of Objects and Services............................................................................................... 41 Replication.......................................................................................................................................... 42 Replication of Customizing Objects................................................................................................ 42 Checking ISO Codes .................................................................................................................. 43 Define Product Hierarchy Structure ............................................................................................ 43 Defining Product Hierarchy Structure in the CRM System ..................................................... 44 Checking Product Hierarchy Structure in R/3 Backend System ............................................. 44 Define Product ID Settings.......................................................................................................... 44 Initial Load of Customizing Objects ............................................................................................ 45 Monitoring Replication Status for Customizing Objects.............................................................. 49 Data Exchange for Organizational Data......................................................................................... 49 Copying the Sales Structure from R/3 to CRM Online ............................................................... 50 Creating the Organizational Model Manually in CRM................................................................. 52 Distributing the Organizational Plan from R/3 HR with ALE ....................................................... 53 Transferring the Organizational Model from CRM Online to CRM Mobile ................................. 54 Taxes via the Transaction Tax Engine (TTE)................................................................................. 54 Connectivity................................................................................................................................. 56 TTE Settings for the IPC Administrator ................................................................................... 56


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CRM Interaction Center Business Partner Replication: Overview..................................................................................... 59 Defining Business Partner and Product Tax Types ................................................................ 59 Defining Business Partner Tax Groups................................................................................... 60 Defining Business Partner Tax Classification Assignment Settings ....................................... 61 Validating Business Partner Assignment Settings .................................................................. 62 Initiating a Customizing Download.............................................................................................. 63 Product Replication: Overview.................................................................................................... 64 Defining Product Tax Groups .................................................................................................. 64 Defining Product Tax Assignment Settings............................................................................. 65 Validating Product Tax Assignment Settings .......................................................................... 66 Country-Specific Information....................................................................................................... 67 USA: Country-Specific Settings .............................................................................................. 67 Jurisdiction Code Determination Communication ............................................................... 67 Defining Physical Destination .............................................................................................. 68 Determining the Function Call ............................................................................................. 69 Defining External Tax Calculation ....................................................................................... 70 Assigning External Systems to Countries............................................................................ 70 Master Data Replication from R/3 Backend System to CRM Server ............................................. 71 Replication of Business Partners ................................................................................................ 71 Defining Sources for Business Partner Creation..................................................................... 72 Business Partner Concepts in R/3 and CRM .......................................................................... 72 Defining Number Assignment Strategy for Business Partners ............................................... 73 Mapping Business Partner Master Data from R/3 to CRM ..................................................... 76 Identifying Relevant R/3 Account Groups............................................................................ 76 Defining Number Ranges for CRM Business Partners (Part 1) .......................................... 77 Defining CRM Business Partners Groupings (Part 1) ......................................................... 77 Creating R/3 Reference Customer ...................................................................................... 78 Assigning Consumer to Reference Customer ..................................................................... 79 Creating Account Group for CRM Consumers .................................................................... 80 Mapping R/3 Account Groups to CRM Classifications ........................................................ 80 Mapping Business Partner Master Data from CRM to R/3 ..................................................... 81 Defining Number Ranges for CRM Business Partners (Part 2) .......................................... 82 Defining CRM Business Partners Groupings (Part 2) ......................................................... 83 Creating R/3 Business Partner Number Ranges................................................................. 84 Creating R/3 Account Groups.............................................................................................. 84 Mapping CRM Classifications to R/3 Account Groups ........................................................ 86 Synchronizing Field Settings for Business Partner for Consumer .......................................... 87 Replicating R/3 Reference Customer...................................................................................... 88 Maintaining Reference Business Partner for Consumer......................................................... 89 Selecting Customer for Replication (Optional) ........................................................................ 89 Initial Load of Customer Master Data...................................................................................... 90 CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center Monitoring Replication Status for Customers.......................................................................... 90 Checking Business Partners ................................................................................................... 91 Replication of Contact Persons .................................................................................................. 91 Initial Load of Contact Persons ............................................................................................... 92 Monitoring Replication Status for Contact Persons ................................................................ 92 Checking Completeness of Replication .................................................................................. 93 Replication of Customer Hierarchy ............................................................................................. 93 Initial Load of Customer Hierarchy.......................................................................................... 93 Monitoring Replication Status for Customer Hierarchy ........................................................... 94 Matching Customer Hierarchy to Business Partner Group ..................................................... 94 Activating Delta Load .............................................................................................................. 94 Replication of Materials............................................................................................................... 95 Checking Material.................................................................................................................... 95 Defining Number Ranges for Materials ................................................................................... 96 Checking Item Category Groups ............................................................................................. 96 Copying Item Category Groups............................................................................................... 96 Selecting Materials for Initial Load .......................................................................................... 97 Initial Load of Materials ........................................................................................................... 97 Monitoring Replication Status of Materials.............................................................................. 98 Replication of Conditions ............................................................................................................ 98 Copying Customizing Data (CRM Online)............................................................................... 99 Postprocessing Customizing Data (CRM Online) ................................................................. 102 Copying Customizing Data into the CDB (Consolidated Data Base).................................... 104 Copying Master Data (CRM Online) ..................................................................................... 106 Correction Possibilities for Copying Master Data.................................................................. 107 Copying Master Data into the CDB ....................................................................................... 108 Routines for Pricing (CRM Online) ........................................................................................ 109 Replication of Master and Transaction Data from CRM to BW.................................................... 111 Settings in SAP CRM................................................................................................................ 111 Replicating the Application Component Hierarchy................................................................ 111 Transferring DataSources to the Active Version ................................................................... 111 Activating BW Adapter Metadata .......................................................................................... 111 Settings in SAP BW .................................................................................................................. 112 Checking General BW Settings............................................................................................. 112 Assigning the Source System ID........................................................................................... 112 Replicating DataSources....................................................................................................... 112 Copying Business Content to the Active Version.................................................................. 112 Assigning DataSources and InfoSources.............................................................................. 113 Creating and Scheduling InfoPackages ................................................................................ 113 Replication of Master and Transaction Data from R/3 to BW ...................................................... 113 Settings in SAP R/3 .................................................................................................................. 114 CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center Replicating the Application Component Hierarchy................................................................ 114 Transferring DataSources to the Active Version ................................................................... 114 Creating DataSources for CO-PA ......................................................................................... 114 Making Settings for the Transfer of Logistics Data ............................................................... 115 Settings in SAP BW .................................................................................................................. 115 Checking General BW Settings............................................................................................. 115 Assigning the Source System ID........................................................................................... 115 Replicating DataSources....................................................................................................... 115 Copying Business Content to the Active Version.................................................................. 116 Assigning DataSources and InfoSources.............................................................................. 116 Creating and Scheduling InfoPackages ................................................................................ 116 Replication of Transaction Data ................................................................................................... 117 Data Exchange for Sales Transactions: CRM Online – R/3 ..................................................... 117 Communication Configuration.......................................................................................................... 120 Configuring Computer Telephony Integration .............................................................................. 120 Telephone Integration with SAPphone ..................................................................................... 120 Authorizations for SAPphone Activities .................................................................................... 121 Assigning Roles for the CIC .................................................................................................. 122 Work Center Identification......................................................................................................... 122 Setting Work Center Identification for the CIC ...................................................................... 123 Sites and Telephony Servers.................................................................................................... 123 Processing Site and Telephony Server................................................................................. 124 Defining Address Data Areas.................................................................................................... 125 Maintaining Work Center Settings and User Settings .............................................................. 125 Defining User and Work Center Settings for the CIC............................................................ 126 Testing Call Center Functions................................................................................................... 127 Maintaining Queues .................................................................................................................. 127 Defining Queues.................................................................................................................... 127 CIC Profile and Queues ........................................................................................................ 128 Assigning Telephone Queues to CTI Profiles ....................................................................... 129 Maintaining CTI Administration Profiles ................................................................................ 129 Tips & Tricks.......................................................................................................................... 130 Business Customizing...................................................................................................................... 131 Setting Up Organizational Data Determination ............................................................................ 131 Determining Organizational Data.............................................................................................. 131 Master Data .................................................................................................................................. 133 Product...................................................................................................................................... 133 Creating and Changing Products .......................................................................................... 133 Business Partners..................................................................................................................... 134 Creating Business Partners................................................................................................... 134 Fact sheet ................................................................................................................................. 135 CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center Partner/Product Range ............................................................................................................. 136 Checking Partner/Product Ranges in Sales Transactions .................................................... 136 Creating Partner/Product Ranges ......................................................................................... 137 Processes ..................................................................................................................................... 139 Interaction Center ..................................................................................................................... 139 Basic CIC Settings ................................................................................................................ 141 IC Framework .................................................................................................................... 141 Creating a Framework Title............................................................................................ 144 Defining a Framework .................................................................................................... 144 Maintaining Workspaces ................................................................................................... 145 Action Box.......................................................................................................................... 145 Configuring Your Action Box .......................................................................................... 146 Interactive Scripting ........................................................................................................... 147 Maintaining Script Texts................................................................................................. 148 Maintaining Script Variables .......................................................................................... 148 Maintaining Interactive Script Structures ....................................................................... 149 Defining a Profile (Interactive Scripting)......................................................................... 151 Business Partner Search ................................................................................................... 151 Searching for Business Partners ................................................................................... 153 Alert Modeler ..................................................................................................................... 154 Copying the Default Meta Model.................................................................................... 156 Selecting Information to Use in the Alert Modeler ......................................................... 156 Defining a Retrieval Profile ............................................................................................ 156 Defining a Profile (Alert Modeler)................................................................................... 157 Developing Your Own Functions for the Alert Modeler.................................................. 157 IC Profile ............................................................................................................................ 157 Defining a CIC Profile..................................................................................................... 158 Assigning CIC Profile to Agents..................................................................................... 158 Business Routing .................................................................................................................. 159 Business Routing Architecture .......................................................................................... 159 Creating RFC Destinations ................................................................................................ 161 Creating Routing Servers .................................................................................................. 162 Routing Test ...................................................................................................................... 162 Querying the Operating Status of a Routing Gateway ...................................................... 163 Displaying and Setting the Internal Trace ......................................................................... 163 Setting the Trace of a Routing Gateway............................................................................ 164 Maintaining Agents ............................................................................................................ 165 Defining HR Qualifications................................................................................................. 165 Creating CRM Attributes for HR Qualifications ................................................................. 166 Maintaining Attributes ........................................................................................................ 166 Maintaining Attribute Sets.................................................................................................. 167 CRM Interaction Center: Business Scenario Configuration Guide

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CRM Interaction Center Maintaining Profiles ........................................................................................................... 168 Maintaining Routing Groups .............................................................................................. 169 Step 1: Select Profiles and Exclude Routing Groups .................................................... 170 Step 2: Assign Business Partners and Agents to a Routing Group............................... 171 Step 3: Assign Agents and Business Partner to Profiles ............................................... 172 Creating Routing Scenarios............................................................................................... 172 Telesales-Specific CIC Settings ............................................................................................ 174 Processing Business Transactions in the Interaction Center ............................................ 174 Using the Interaction Record and Interaction History .................................................... 175 Product Proposals ............................................................................................................. 176 Working With Product Proposals ................................................................................... 176 Proposed Quantities in Product Proposals .................................................................... 177 Creating Target Groups ................................................................................................. 179 Creating a Product Association Rule ............................................................................. 180 Creating a Top n Product List ........................................................................................ 181 Displaying Product Information.......................................................................................... 182 Configuring Partner Processing ................................................................................................ 183 Partner Processing in the Interaction Center ........................................................................ 184 Set up Customizing for Availability Check ................................................................................ 185 Determining Pricing Procedures ............................................................................................... 193 Dates in Business Transactions ............................................................................................... 193 Date Profiles in the Interaction Center .................................................................................. 195 Controlling Actions .................................................................................................................... 195 Sales Order Confirmation by E-Mail ......................................................................................... 196 Customizing for Business Transactions.................................................................................... 197 Comparing Transaction and Document Types...................................................................... 198 Comparing Item Categories .................................................................................................. 199 Comparing Item Category Usage.......................................................................................... 199 Comparing Number Ranges.................................................................................................. 199 Comparing Item Number Assignment ................................................................................... 200 Configuring Sales Transactions ............................................................................................ 200 Billing Configuration .................................................................................................................. 200 Billing ..................................................................................................................................... 201 Triggering Billing.................................................................................................................... 203 Payment Card Processing ........................................................................................................ 205 Customizing Payment Card Processing................................................................................ 205 Credit Management .................................................................................................................. 207 Automatic Credit Check......................................................................................................... 209


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The &50,QWHUDFWLRQ&HQWHU%XVLQHVV6FHQDULR&RQILJXUDWLRQ*XLGH contains all configuration steps that are required for setting up the business scenario Inbound Telesales [SAP Library]. The relevant system landscape was set up previously based on the CRM Master Guides.

This Business Scenario Configuration Guide serves as a guide for the key capability Interaction Center. This is where for example, the configuration of the business scenario “Inbound Telesales” is described. This document does not contain the documentation in the Implementation Guide (IMG). If reference is made to Customizing activities in the IMG, read the documentation for the corresponding activities. See also the CRM documentation in the SAP Help Portal.

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The &500DVWHU*XLGH gives you an overview of the system landscape and all of the components to be installed. This document contains information about the installation sequence and about the installation of the individual components. You can find the CRM Master Guide in the 6$36HUYLFH0DUNHWSODFH, alias FUPLQVW. You can get an overview of all business scenarios in the key capability CRM Interaction Center in the Integrated Business Content. To do this, use the alias LEFFUP in the 6$36HUYLFH0DUNHWSODFH.

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The following graphic shows the business scenario “Inbound Telesales”:


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The following texts, references and graphics have been compiled with the utmost care; nevertheless, it is impossible to guarantee that they are fully without error. SAP cannot assume any responsibility for the correctness or completeness of the following documentation; the user alone is responsible for verifying the information contained therein.. SAP will only assume liability for damage arising from the use of this documentation – irrespective of the pertinent legal basis – in the case of intentional or active negligence; under no circumstances will a warranty be made.

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The purpose of the Business Scenario Configuration Guide is to describe the configuration steps that are required for setting up a business scenario in a system landscape that has previously been structured according to the corresponding Master Guide. The Business Scenario Configuration Guide •

is based on a business scenario and thus covers processes and process steps in a series of mySAP.com application components and non-SAP products, that are used by one or more business partners

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describes configuration settings that must be made during the introduction of every component for the business scenario

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provides the sequence of configuration steps and their mutual dependencies


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This section contains descriptions of settings that are valid for the whole business scenario, or key capability.

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This section contains information on the interfaces in the CRM system landscape.

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You must perform basic connectivity steps to enable the communication between the CRM Server and related application components. In the CRM Server, you must define RFC destinations for typical components: •

R/3 back-end

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SAP APO

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SAP BW

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SAP Internet Pricing and Configurator

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Index Management Service (including product catalog)

You must define each application system or SAP CRM component as a site. For each site, you must create subscriptions to set up data exchange. For details on how to set up the communication, see the SAP Implementation Guide under &XVWRPHU 5HODWLRQVKLS0DQDJHPHQW&500LGGOHZDUHDQG5HODWHG&RPSRQHQWV&RPPXQLFDWLRQ6HWXS.

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To set up the connection between a source system (such as SAP R/3 or SAP CRM) and SAP BW, use the procedure described in the SAP Library for SAP BW under $GPLQLVWUDWRU:RUNEHQFK→0RGHOLQJ → 6RXUFH6\VWHP→

Creating an SAP Source System.


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In order to set up the connection from IPC to the CRM system you have to define a user with RFC authorization. 3URFHGXUH

To create an RFC user for the IPC in the CRM system, choose: 7UDQVDFWLRQFRGH

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The IPCUSER is usually created during the installation process of the IPC. Check to make sure a user has not already been created.

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In the standard installation, the IPC uses the dispatcher. The following description refers to the dispatcher scenario. To define the dispatcher/sever setting, start the IPC Administrator Tool from the start menu. 3URFHGXUH

You are on the administrator tool start page. CRM Interaction Center: Business Scenario Configuration Guide

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1. To go to the Server settings page, choose 1(;7. 2. At the top of the screen, mark the check box to enable the dispatcher. Two new fields appear with settings for the dispatcher. 3. In the field 'LVSDWFKHU+RVW, enter the IP-address of the machine on which the dispatcher is running. If the IPC server and dispatcher are running on the same machine or if there is only one IPC server, you can also enter ORFDOKRVW. By default, the dispatcher uses port number 4444. When the IPC server is started up the server automatically finds a random port that is not in use. 4. In the command prompt line, type QHWVWDWD to check that port number 4444 is not being used by another application. 5. In the field 'LVSDWFKHU3RUW, enter port number 4444 (or an alternative). In the field 6HUYHU3RUW, delete the value.

Do not change any other settings unless you are very familiar with their meanings. 'DWDEDVHFRQILJXUDWLRQ

The IPC uses the database of the CRM Online system. 1. To configure the database, choose 1H[W. 2. Choose $GG.

If a database connection is already configured for a CRM Online client and you want to define another one, choose $GG&OLHQW. 3. Enter the V\VWHP,' and $OLDV(use the same string for both). 4. Enter the 0HVVDJHVHUYHU, *URXS, 8VHU, 3DVVZRUGand &OLHQW. −

You will find this information (except for the password) in the 6$3/RJRQER[

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The default password is,3&

5. Choose 2.. 6. To establish the connection, choose /RJLQ. Once you have logged on, all the settings in the subsequent steps apply to the system entered here. 7. To configure the Pricing Engine parameters, choose 1H[W. To accept the default settings, choose 'HIDXOW. 8. To configure the document parameters, choose 1H[W. To accept the default settings, choose 'HIDXOW. 9. To configure the document header attributes choose 1H[W. Enter any default values for customer master attributes that you require. It is not necessary to enter a value for all the attributes. 10. Choose 6DYH, then choose &ORVH. The changes are written to the file \Ipc\lib\properties\parameters.xml>.


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1. To start the IPC dispatcher service, use the :,117VHUYLFHPDQDJHU. 2. Select the service for the IPC dispatcher, then: −

If a green traffic light is displayed (this means the service is already running), choose 6WRS

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If a red traffic light is displayed, choose 6WDUW&RQWLQXH Once the service has been started, the green traffic light is displayed.

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To start the service automatically when the operating system starts up, select the checkbox for the service (if it is not already selected).

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1. To start the IPC server service, use the :,117VHUYLFHPDQDJHU. 2. Select the service for the IPC server, then: −

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To start the service automatically when the operating system starts up, select the checkbox for the service (if it is not already selected).

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The IPC server (and dispatcher) includes the RFC server functions that were previously provided by the IPC bridge. This has the following advantages: •

ABAP code can call IPC server commands via RFC function calls on all platforms supported by JCO (6$3-DYD&RQQHFWRU) in particular on Solaris computers, not just on Windows computers.

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Several communication and conversion steps have been eliminated, leading to improved performance.

The RFC request is passed directly to the IPC server, which processes it without converting any strings. Then the IPC commands directly write their response to the output and table parameters of the RFC function. 3UHUHTXLVLWHV

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You are using IPC Release 3.0 or higher.

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You have to decide how many IPC servers you would like to use. Except for in the socket-based scenario, you can not dynamically add IPC servers to a running dispatcher. Decide, how many servers are appropriate, configure CRM and the dispatcher accordingly, and start the dispatcher.

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For example, if you have got two IPC servers, the following settings have to be made: As CRM needs to communicate with the dispatcher to connect to a server, as well as communicating with each of the servers, you need to maintain three RFC destinations. The RFC destinations and RFC program IDs are the same. In addition, all the server destinations start with the same string, followed by a number. You can only choose the dispatcher’s destination and the "prefix string" of the servers’ destinations.

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You choose IPC_RFC_DISPATCHER as the RFC destination (and program ID) of the dispatcher, and IPC_RFC_SERVER_ as the prefix string for the servers. This means that you create RFC destinations/program IDs IPC_RFC_SERVER_1 and IPC_RFC_SERVER_2 for the servers.


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To set up the IPC as an RFC server and connect it to a CRM system, you need to create RFC destinations, one for the dispatcher and one for every IPC server connected to it. You also need to maintain a few properties in the file dispatcher.properties. 6HWWLQJ8S,3&'HVWLQDWLRQVLQWKH6$36\VWHP

This step is only required if you use client-dependent data. 1. Log on to the SAP system from which you want to access the IPC. 2. In this system, maintain the RFC destinations in table SMOFPARSFA [SAP Library], where the key is (for example) IPC_RFC_DISPATCHER, and parval1 is IPC_RFC_DISPATCHER. This step gives you a client-dependent level of indirection that might help in some occasions. 3. The destinations that you maintain are real RFC destinations, so select 7\SHT. 4. Activation Type is 5HJLVWHUHG6HUYHUSURJUDP. 5. Program ID is by convention the name of the RFC connection. 6. Enter a SAP gateway of your choice (usually the application or message server of the CRM system) and the destination name.

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1. Edit the file dispatcher.properties in the folder lib/properties in your IPC installation (this may not exist). Enter the following properties:

rfcEnabled = true rfcGateways = : rfcDispatcherProgId = IPC_RFC_DISPATCHER rfcServerCount = rfcServerProgIdPrefix = IPC_RFC_SERVER_ The entries for the RFC gateways are defined in the RFC destination IPC_RFC_DISPATCHER of your CRM system. When the dispatcher starts up, it needs to contact an SAP System to find out more RFC settings (such as which RFC gateway to use). If you use a connection to a SAP system for database access, this connection is automatically used by the dispatcher to retrieve this information. We recommend that you do this. You can CRM Interaction Center: Business Scenario Configuration Guide

3.1 18

CRM Interaction Center set this up in the administrator, check that it works, and that the password is stored in an encoded way. 2. If you wish to use a local database, you need to add the following properties to dispatcher.properties:

Do not define these properties unless you have a special reason for using a local database! Once you have maintained these properties, they will always be used for calls to the SAP system. If the properties have not been maintained, the default database connection will be used.

rfcSapSystemUser = rfcSapSystemPassword = rfcSapSystemSapClient = rfcSapSystemApplicationServer = rfcSapSystemSystemNumber = 3. Set up the rest of the IPC and start the IPC services. Once you have done this, the dispatcher and ITS servers have already registered at their RFC. 7HVWLQJ
You can test your RFC destinations in your SAP system. If the destinations do not work, check whether the settings in dispatcher.properties match those in the SAP system. You can run a test to check whether a server works. If you complete the test successfully, you have connected the IPC to the SAP system correctly. 1. Start transaction SE37. 2. Enter &20B,3&B6(66,21B%(*,1. 3. Choose ). 4. Enter a valid SAP client (for example, the one to which you are connected) in ,9B&/,(17, and anything in ,9B86(5B1$0( and ,9B86(5B/2&$7,21. 5. Execute the function. ABAP now: −

Connects to the dispatcher and asks it to return to the server

−

Connects to the server and creates a new server session on it If the settings are defined correctly, you see a 5HVXOWVFUHHQ with a number to the right of (9B6(66,21B,' at the bottom of the table. If not, an ABAP short dump occurs.

$GGLQJ1HZ&RPPDQGV

If you have added new commands to the IPC server or changed the parameters of existing IPC commands, RFC clients need to know about this change. The repository information on all IPC commands that are available as RFC functions is maintained in a central XML file, called RFCCommands.xml in lib/properties. (In case you have worked with the IPC bridge – this file is the equivalent to file SpcCommands.xml in IPC Release 3.0.) For each command, you need to maintain one XML tag. This tag defines the import parameters, table parameters, and export parameters. Parameter definitions include: CRM Interaction Center: Business Scenario Configuration Guide

3.1 19

CRM Interaction Center •

An RFC name and a Java name for the parameter. The Java name is the actual name of the corresponding IPC parameter. The RFC name is the name under which you want to access it from ABAP.

•

The size of the field in ABAP.

•

Flags determining whether the command is to be broadcasted to all IPC servers, and whether the value is a normal string or a UTF8-encoded Unicode string.

There are a lot of command definitions in the RFCCommands.xml file that is shipped. Just copy one and change it according to your needs.

Make sure that the parameter lengths match those in ABAP. Mismatch of parameter lengths causes errors, because Jco inside the IPC misinterprets the data passed to it (for example, it interprets "ABC", "DEF" as "BCD", "DE").

6HWWLQJ8S,QWHUDFWLYH&RQILJXUDWLRQ 8VH

You can use interactive configuration in sales transactions (crmd_order) and in the Product Workbench (commpr01). 3UHUHTXLVLWHV

•

You have installed IPC Release 3.0.

•

You are using CRM Release 3.0. You have installed the In-Q-My JSP Server, version 4.2.

3URFHGXUH

The IPC installation comes with a Web application archive file (webapps/ipc.ear). You need to deploy this file on your In-Q-My JSP-server. Follow the procedure for deploying a Web application on the In-Q-My application server described in &50,QWHUQHW6DOHV-$9$$SSOLFDWLRQ,QVWDOODWLRQ*XLGHIRU,Q40\; Chapter : &RQILJXUDWLRQDQG ,QVWDOODWLRQRIWKH&50,QWHUQHW6DOHV:HE$SSOLFDWLRQ&RPSRQHQWV. (GLWLQJUHIHUHQFHW[WILOH

1. Go to \cluster\server\managers. 2. Open the reference.txt file. 3. Add the following lines to this file: reference library:jco reference library:inqmyxml For example, reference ipc library:jco reference ipc library:inqmyxml 4. Save the reference.txt file. 5. Restart the INQMY application server.


3.1 20

CRM Interaction Center &UHDWLQJ5)&'HVWLQDWLRQ

To create the link between the CRM system and the IPC Web application, you need to maintain the 1 RFC destination SAPCRM_SPC_SAPCRM_SPC_ITS in the CRM system. 1. Enter the transaction SM59. 2. If the destination 6$3&50B63&B,76 does not yet exist: Click on 'HVWLQDWLRQ!&UHDWH. 3. Enter 6$3&50B63&B,76 as the name of the destination. 4. Choose any value for the connection type. The connection type is not relevant as SAPCRM_SPC_ITS is not a physical RFC-destination but serves for storage of connection parameters. Therefore the destination cannot be tested with a connection test. 5. Enter a description for the destination. 6. Enter any activation type. 7. Enter LSFLSFFRPPDQGGR in the SURJUDP field:. 8. Enter \RXULSFZHEVHUYHU!SRUW! in the 7DUJHWKRVW field.

6HWWLQJ8S3ULFLQJ$QDO\VHVLQWKH&506\VWHP 8VH

It is possible to see a condition analysis in every sales transaction in the CRM system. 3UHUHTXLVLWHV

•

You have installed IPC Release 3.0.

•

You are using CRM 3.0 or higher.

•

You have installed a JSP Server such as In-Q-My.

3URFHGXUH

In order to set up the analysis you can use it in every sales transaction in the CRM system, you first have to set-up the pricing analysis. •

•

The following two files are available on your IPC system after installation of the IPC: −

ipcpricing.war

−

ipcpricing.ear

Both files are located in the directory: \webapps\pricing ( is the root directory of the IPC installation.).

These files have to be deployed with your Java Application Server (In-Q-My).

For more information on how to deploy these files, see &50,QWHUQHW6DOHV-$9$ $SSOLFDWLRQ,QVWDOODWLRQ*XLGHIRU,Q40\; Chapter: &RQILJXUDWLRQDQG,QVWDOODWLRQRIWKH &50,QWHUQHW6DOHV:HE$SSOLFDWLRQ&RPSRQHQWV.

1. To activate pricing analysis, you have to set the user parameter 35&B7UDFH in the CRM system.

1

The same destination is used by the ITS user-interface


3.1 21

CRM Interaction Center 2. Choose transaction SU3 to check the Parameter 35&B7UDFH.

3DUDPHWHU1DPH

9DOXHV

PRC_Trace

X

3. Create a TCP/IP RFC-Destination with Connection Type 7 and VWDUWLQJRQDQ([SOLFLW+RVW. 'HVWLQDWLRQ1DPH

9DOXHV

SAPCRM_SPC_ANALYSIS

Program: Target Host: i.e. <10.18.46.10:8080>

5HVXOW

You have made the settings in the CRM-System. You can now test the analysis by creating a new sales document. Go to the item-level, look at the conditions and choose the $&&(66(6 button.

6HWWLQJ8SWKH&$76HUYHU 8VH

The CAT (CRM application tools) server must be installed and configured before you can use surveys for leads, opportunities, and activities in CRM Online. The CAT server is not used by the Internet Pricing and Configurator. However, it is installed by the same installation program, and for this reason, details of how to set up the CAT server are included here. For the latest information on setting up the CAT server, see CSN note 0383587.

3UHUHTXLVLWHV

You have installed the Internet Pricing and Configurator without deselecting the CAT server. (All system requirements are fulfilled if your system can run the Internet Pricing and Configurator.) 3URFHGXUH

1. Define the connector properties, using the file PropEdit.bat in the ../bin directory. The property files are in the /lib/properties directory. You are free to change the file path manually, but if you do this you must also change the connector file path in the file CATServer.properties (see step 2.). A connector property file must contain the following entries: progid=

key=

client=

user=

passwd=


3.1 22


lang=

max_connections=

ashost=

sysnr=

gwserv=

gwhost=

Example of a CONNECTOR.properties file: #SAP CAT Connector #Thu Mar 29 16:50:16 GMT+02:00 2001 progid=CONNECTOR key=AEC client=000 user=DEMORFC passwd=b’Q UYs0R’TNR,UX lang=EN max_connections=16 ashost=US0019.WDF.SAP-AG.DE sysnr=119 gwserv=sapgw19 gwhost=US0019.WDF.SAP-AG.DE

The name of the property file is automatically generated from the values that have been specified for the fields progid, key and client (for example, CONNECTOR_AEC_000.properties). However, you are free to change the file name manually. Please note that for security reasons the password will be encrypted. 2. Define the CAT server properties, by editing the file CATServer.properties according to your connector landscape. A connector property file must contain the following entries: port= connector= &DXWLRQ

Ensure that the path entered here is the same as the path defined in step 1.

Example of a CATServer.properties file: #SAP CAT Server #Tue Mar 20 17:49:19 GMT+01:00 2001 port=1234 CRM Interaction Center: Business Scenario Configuration Guide

3.1 23

CRM Interaction Center connector=/properties/MY_CONNECTOR.properties If you want to start more than one connector, use one of the following: −

connector = /properties/FIRST_CONNECTOR.properties, /properties/SECOND_CONNECTOR.properties, ... , /properties/LAST_CONNECTOR.properties

−

connector =/properties/FIRST_CONNECTOR.properties ,\ /properties/SECOND_CONNECTOR.properties,\ ... /properties/LAST_CONNECTOR.properties

3. Start the CAT server in one of the following ways: −

To start the CAT server directly, use startCATServer.bat in the ../bin directory.

−

To start the CAT server as a NT Service, call CATServer.exe /INSTALL from the ../bin directory. Switch to the &RQWURO3DQHOchoose 6HUYLFHV and set the CAT server to DXWRPDWLF.

$32&RQQHFWLYLW\

If you have an SAP Advanced Planner and Optimizer (SAP APO) System, you can use it to carry out availability check for items in the sales order. Availability check [SAP Library] (ATP check) is used to check whether a product can be confirmed in a sales order, based on the fact that enough stock is available or can be produced or purchased on time. The product is reserved in the required quantity, and ATP requirements [SAP Library] are transferred to production or purchasing. Availability check can be called up by the sales order in the CRM Online Application and is then carried out in the SAP APO System. The first two steps in the tree structure for APO Connectivity are based on an example system landscape: •

Set up System Landscape for CRM Online and SAP APO [Page 24]

•

Set up Logical Systems and RFC Connections [Page 26]

Follow the remaining steps in the tree structure to set up the availability check. For more information on availability check, see the SAP Library for Customer Relationship Management under%DVLF)XQFWLRQV → Availability Check [SAP Library].

6HWXS6\VWHP/DQGVFDSHIRU&502QOLQHDQG6$3 $32 8VH

This documentation describes how to set up the system landscape and data necessary for carrying out an availability check with CRM Online and the SAP APO System. A specific example is described and worked through. The entries in the tables are shown in italics and are suggestions only. 6HHDOVR

Details of setting up the system landscape for the SAP APO and SAP R/3 Systems are described in the SAP Library for 6$3$GYDQFHG3ODQQHUDQG 2SWLPL]HU6$3$32 CRM Interaction Center: Business Scenario Configuration Guide

3.1 24

CRM Interaction Center •

In SAP APO 3.A: → ,QWHJUDWLRQRI$32DQG5 → $32 →6HWWLQJXSWKH6\VWHP,QIUDVWUXFWXUHDQG'DWD7UDQVIHU

6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV &RUH,QWHUIDFH

•

In SAP APO 2.0A → ,QWHJUDWLRQRI$32DQG5 → 6HWWLQJXSWKH6\VWHP

$32,QWHJUDWLRQ6FHQDULRV

,QIUDVWUXFWXUHDQG'DWD7UDQVIHU

3UHUHTXLVLWHV

In order to set up a CRM scenario with availability check, you need: •

The following systems: −

CRM Online

−

An Online Transaction Processing (OLTP) system such as the SAP R/3 System

−

SAP APO System

•

In the SAP R/3 System: Customizing for Sales and Distribution (SD), for example, plant, sales area

•

In CRM Online: data relevant for the SAP R/3 System such as sales organization data including mapping to the relevant SD organizational units

•

In CRM Online and the SAP R/3 system: valid sold-to party in common SD organizational unit

The following table shows the system landscape with example names:

System

Release

System ID

Client

Logical System ID

Host

CRM

3.0

&5

&5&/17

KRVWFUZGIVDSDJGH

R/3 (OLTP)

4.6C + PI2000.1

5

5&/17

KRVWUZGIVDSDJGH

APO

3.0A

$3

$3&/17

KRVWDSZGIVDSDJGH

If you do not use SAP R/3 as the OLTP system, then you will have to program interfaces for APO-CIF and CRM Middleware. For more information, see Note 448742. 3URFHGXUH

1. Test the following transactions to ensure that they work before the systems are connected to each other: ,QWKH6$356\VWHP

a. Create a product. For more information, see the following documentation in the SAP Library in the SAP R/3 System: /RJLVWLFV →/RJLVWLFV*HQHUDO/2 →/RJLVWLFV%DVLF'DWD →0DWHULDO0DVWHU /20'00 →0DWHULDO0DVWHU5HFRUGV →&UHDWLQJ0DWHULDO0DVWHU5HFRUGV b. Post goods receipt. For more information, see the following documentation in the SAP Library in the SAP R/3 System: /RJLVWLFV →0DWHULDOV0DQDJHPHQW00 →,QYHQWRU\0DQDJHPHQW00,0 → ,QYHQWRU\0DQDJHPHQWDQG3K\VLFDO,QYHQWRU\00,0 →*RRGV5HFHLSW→2WKHU *RRGV5HFHLSWV

c.

Create a sales order.


3.1 25

CRM Interaction Center For more information, see the following documentation in the SAP Library in the SAP R/3 System: /RJLVWLFV →6DOHVDQG'LVWULEXWLRQ6' →6DOHV6'6/6 →6DOHV2UGHU → &UHDWLQJ6DOHV2UGHUV

d. Carry out availability check (in SAP R/3 only, ZLWKRXW SAP APO) For more information, see the following documentation in the SAP Library in the SAP R/3 System: /RJLVWLFV →6DOHVDQG'LVWULEXWLRQ6' →$YDLODELOLW\&KHFNDQG5HTXLUHPHQWV LQ6DOHVDQG'LVWULEXWLRQ3URFHVVLQJ ,Q&502QOLQH

Create a sales order. For more information, see Postprocessing Sales Orders [SAP Library].

2. Then carry out the following steps: a. Set up Logical Systems and RFC Connections [Page 26]. b. Set up SAP APO Core Interface (APO-CIF) [Page 32]. c.

Set up Test Data for Availability Check [Page 35].

d. Set up SAP APO-CIF Integration Model [Page 38]. e. Set up Location (Plant) [Page 39]. f.

Set up Customizing for Availability Check [Page 185].

6HHDOVR

For more information about the integration of the SAP R/3 and SAP APO Systems, see the SAP Library for SAP Advanced Planner and Optimizer: •

In SAP APO 3.0A: 6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV

•

→ ,QWHJUDWLRQRI$32DQG5

In SAP APO 2.0A: $32,QWHJUDWLRQ6FHQDULRV

→ ,QWHJUDWLRQRI$32DQG5

For information about availability check in the SAP APO System, see the SAP Library for SAP Advanced Planner and Optimizer (SAP APO) under $32*OREDO$YDLODEOH7R3URPLVH*OREDO$73 .


3.1 26


6HWXS/RJLFDO6\VWHPVDQG5)&&RQQHFWLRQV 8VH

In order that CRM Online, SAP APO and SAP R/3 Systems communicate with each other, you need to specify logical systems and RFC connections for each system. 3URFHGXUH

Figure 1 shows an example system landscape and the steps necessary to set it up. 1

/ #/ ! " #$%2 &" '(#)+*3 , -.-4 , /(( 50 (# "

6798&:4;<

67,8 ;? @

6#798=798>

q/r5s#t#t uvw xzy{`|

q/r5stt#uv w xby {|

q/r5st t#uv w xzy{|

ACBEDGFIHJ KLFNM OP#J QLRLMTSEULSIVWF X

aê\a/fghe\iCi

^]Ek a`fg`hLk\iEi Zl#m\a/fghm\iEi

Zolm a`fgh mEiCi aê a`fgheEiCi ^]\k\afgGhkEi\i

Y BTZ/SCSJ PK[M O P J Q\R MISIU\S\V FX VWO[QM J FLKLV

a`M J FLKCV#e\iEija`êLafgh eEiCi

aM J FKIVkEiEin^]Lk\afgGh kEiLi

aM J FLKEV m\i\ipZolm a`fghmEiCi

} {~q/w xby {|/

} {q/w xby{`|G

} {~qw xby {/|G

^G]EkLaf gGh kLiEi Zl m\a/fghm\iCi

a/êLafghe\iEi Zl#m\a/fghm\iEi

aê a`fgheEiCi ^]\k\afgGhkEi\i

] BEDGFIHJ KLFN^`_ a'aR M M S VbO[O VcLF\d#SCU\S\V FX3S

,Q&502QOLQH

'HILQHORJLFDOV\VWHP

In the Implementation Guide (IMG) choose %DVLV→'LVWULEXWLRQ$/( →6HQGLQJDQG 5HFHLYLQJ6\VWHPV→/RJLFDO6\VWHPV→'HILQH/RJLFDO6\VWHP

/RJ6\VWHP

'HVFULSWLRQ

&5&/17

&506\VWHP&5&OLHQW


3.1 27


$VVLJQFOLHQWWRORJLFDOV\VWHP

In the IMG choose %DVLV→'LVWULEXWLRQ$/( →6HQGLQJDQG5HFHLYLQJ6\VWHPV→ /RJLFDO 6\VWHPV→$VVLJQ&OLHQWWR/RJLFDO6\VWHP

&OLHQW

1DPH

&LW\

&UF\

&OLHQW

%RVWRQ

86'

&KDQJHGRQ

Double-click on the entry above to fill in the following details:

6HFWLRQ

6HWWLQJ

Changes and transports for client-dependent objects

$XWRPDWLFUHFRUGLQJRIFKDQJHV

Client-independent object changes

&KDQJHVWR5HSRVLWRU\DQGFOLHQWLQG &XVWRPL]LQJDOORZHG

Protection: Client copier and comparison tool

3URWHFWLRQOHYHO1RUHVWULFWLRQ

Restrictions

$OORZV&$77SURFHVVHVWREHVWDUWHG

'HILQHWDUJHWV\VWHPIRU5)&&DOOV

In the IMG choose %DVLV → 'LVWULEXWLRQ$/( →6HQGLQJDQG5HFHLYLQJ6\VWHPV→6\VWHPV LQ1HWZRUN→'HILQH7DUJHW6\VWHPVIRU5)&FDOOV

In the SAP Logon [SAP Library], place the cursor on the relevant system to display the following information: •

To display the name of the target host, choose 6HUYHU

•

To display the system number, choose 3URSHUWLHV

&UHDWH6$35&RQQHFWLRQV'HWDLOV 6$35

6$3$32

RFC destination

5&/17

$3&/17

Connection type

Description

5&OLHQW

$32&OLHQW

Load distrib.

1R

1R

Target host

KRVWUZGIVDSDJGH

KRVWDSZGIVDSDJGH

System number

Language

(1

(1

Client

User

&50$73

&50$73

Password

********

*********


3.1 28


6HWXSFRQQHFWLRQWRWKH6$3$326\VWHP

A client can support only one SAP APO System. This table is client independent, so if you need to define connections to more than one SAP APO System, you will need to define an entry for each RFC connection. a. Define Middleware parameters by choosing &XVWRPHU5HODWLRQVKLS0DQDJHPHQW→&50 0LGGOHZDUHDQG5HODWHG&RPSRQHQWV → &RPPXQLFDWLRQ6HWXS → 'HILQH0LGGOHZDUH 3DUDPHWHUV. b. Select $YDLODELOLW\&KHFNXVLQJ$32 and create the following table entry:

.H\

3DUDPHWHU

5)&'HVWLQDWLRQ

&RQWURO,QIRUPDWLRQ

CRMAPOATP

CRMAPOATP

$3&/17

X=$32$

,QWKH6$356\VWHP

'HILQHORJLFDOV\VWHPV

−

In SAP R/3 4.6C: In the IMG choose %DVLV &RPSRQHQWV→ $SSOLFDWLRQ/LQN(QDEOLQJ$/( →6HQGLQJDQG 5HFHLYLQJ6\VWHPV→/RJLFDO6\VWHPV→'HILQH/RJLFDO6\VWHP

−

In SAP R/3 4.5: In the IMG choose &URVV$SSOLFDWLRQ &RPSRQHQWV → 'LVWULEXWLRQ$/( →%DVLF6HWWLQJV → /RJLFDO 6\VWHPV → 'HILQH/RJLFDO6\VWHP.

/RJ6\VWHP

'HVFULSWLRQ

5&/17

56\VWHP5&OLHQW

$3&/17

$326\VWHP$3&OLHQW


a. In SAP R/3 4.6C: In the IMG choose %DVLV &RPSRQHQWV → $SSOLFDWLRQ/LQN(QDEOLQJ$/( → 6HQGLQJDQG 5HFHLYLQJ6\VWHPV → /RJLFDO6\VWHPV → $VVLJQ&OLHQWWR/RJLFDO6\VWHP In SAP R/3 4.5: In the IMG choose &URVV$SSOLFDWLRQ&RPSRQHQWV → 'LVWULEXWLRQ$/( → %DVLF6HWWLQJV → /RJLFDO6\VWHPV → $VVLJQ/RJLFDO6\VWHPWR&OLHQW.

&OLHQW

1DPH

&LW\

/RJLFDO6\VWHP

&UF\

7HVW&OLHQW

%RVWRQ

5&/17

86'

&KDQJHGRQ

b. Double-click on the entry above to fill in the following details:


3.1 29


6HFWLRQ

6HWWLQJ


$XWRPDWLFUHFRUGLQJRIFKDQJHV





Restrictions

$OORZV&$77SURFHVVHVWREHVWDUWHG

'HILQHWDUJHWV\VWHPVIRU5)&&DOOV

−

In SAP R/3 4.6C: In the IMG choose %DVLV&RPSRQHQWV → $SSOLFDWLRQ/LQN(QDEOLQJ$/( → 6HQGLQJDQG 5HFHLYLQJ6\VWHPV→ 6\VWHPVLQ1HWZRUN →'HILQH7DUJHW6\VWHPVIRU5)&&DOOV.

−

In SAP R/3 4.5: In the IMG choose &URVV$SSOLFDWLRQ&RPSRQHQWV → 'LVWULEXWLRQ$/( → &RPPXQLFDWLRQ → 'HILQH5)&'HVWLQDWLRQ.

&UHDWH6$35&RQQHFWLRQV'HWDLOV 6$3&50

6$3$32

RFC destination

&5&/17

$3&/17

Connection type

Load distrib.

1R

1R

Target host

KRVWFUZGIVDSDJGH

KRVWDSRZGIVDSDJGH

System number

Description

&50&OLHQW

$32&OLHQW

Language

(1

(1

Client

User

&50$73

&50$73

Password

Test the connection and the remote login before continuing.

,QWKH6$3$326\VWHP

'HILQHORJLFDOV\VWHPV

In the IMG choose 5%DVLV&XVWRPL]LQJ → $SSOLFDWLRQ/LQN(QDEOLQJ$/( →6HQGLQJDQG 5HFHLYLQJ6\VWHPV→/RJLFDO6\VWHPV→'HILQH/RJLFDO6\VWHP


3.1 30


/RJ6\VWHP

'HVFULSWLRQ

$3&/17

$326\VWHP$3&OLHQW

&5&/17

&506\VWHP&5&OLHQW

5&/17

56\VWHP5&OLHQW


a. Assign the SAP APO client to the logical system: In the IMG choose 5%DVLV&XVWRPL]LQJ → $SSOLFDWLRQ/LQN(QDEOLQJ$/( →6HQGLQJ DQG5HFHLYLQJ6\VWHPV→/RJLFDO6\VWHPV→$VVLJQ&OLHQWWR/RJLFDO6\VWHP

&OLHQW

1DPH

&LW\

&UF\

$32&OLHQW

%RVWRQ

86'

&KDQJHGRQ

b. Double-click on the entry above to fill in the following details:

6HFWLRQ

6HWWLQJ


&KDQJHVZRDXWRPDWLFUHFRUGLQJ





Restrictions

'HILQHWDUJHWV\VWHPVIRU5)&&DOOV

−

In SAP APO 3.0A: In the IMG choose 5%DVLV&XVWRPL]LQJ→ $SSOLFDWLRQ/LQN(QDEOLQJ$/( →6HQGLQJDQG 5HFHLYLQJ6\VWHPV→6\VWHPVLQ1HWZRUN→'HILQH7DUJHW6\VWHPVIRU5)&&DOOV.

−

In SAP APO 2.0A: In the IMG choose 5%DVLV&XVWRPL]LQJ → 'LVWULEXWLRQ$/( →3UHSDUH6HQGHUDQG 5HFHLYHU6\VWHPV→&RQILJXUH6\VWHPVLQ1HWZRUN→'HILQH7DUJHW6\VWHPVIRU5)&&DOOV.

&UHDWH6$35&RQQHFWLRQV'HWDLOV 6$3&50

6$35

RFC destination

&5&/17

5&/17

Connection type

Load distrib.

1R

1R

Target host

KRVWFUZGIVDSDJGH

KRVWUZGIVDSDJGH

System number

Description

&50&OLHQW

5&OLHQW

Language

(1

(1


3.1 31


Client

User

&50$73

&50$73

Password

Test the RFC connections.

6HWXS6$3$32&RUH,QWHUIDFH$32&,) 3UHUHTXLVLWHV

In addition to the R/3 System, a Plug-In must be installed. The Plug-In includes the SAP APO Core Interface [SAP Library] (APO-CIF or CIF) which is used to transfer master data such as plants and products from the SAP R/3 System to the SAP APO System. For information on the SAP APO Core Interface, see the following documentation in the SAP Library for SAP Advanced Planner and Optimizer (SAP APO): •

In SAP APO 3.0A: 6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV

→ ,QWHJUDWLRQRI$32DQG5 → $32

&RUH,QWHUIDFH

•

In SAP APO 2.0A: →,QWHJUDWLRQRI$32DQG5→$32&RUH,QWHUIDFH

$32,QWHJUDWLRQ6FHQDULRV

3URFHGXUH ,QWKH6$356\VWHP

To call up the $32&,) menu choose /RJLVWLFV → &HQWUDO)XQFWLRQV → 6XSSO\&KDLQ 3ODQQLQJ,QWHUIDFH→ &RUH,QWHUIDFH3ODQQHUDQG2SWLPL]HU.

'HILQHWDUJHWV\VWHPV

If you are using APO-CIF PlugIn Releases before Release 2000, you need to maintain the field.

2S0RGH

In the &,) Menu choose 6HWWLQJV → 7DUJHW6\VWHPV.

/RJ6\VWHP

2S0RGH

AP9CLNT900

T

This table is cross-client.


3.1 32


'HILQH6$3$325HOHDVHV

In the &,) Menu choose 6HWWLQJV → $325HOHDVHV

/RJ6\VWHP

6\VW7\SH

5HOHDVH

AP9CLNT900

6$3B$32

$

Figure 2 illustrates how the logical system is defined as the target system for SAP APO: (& ~* & /#0 ( G$`G ! "#$#% $/ -3,/W ( $W$# W-

6798&:4;<

67,8 ;? @

6738 7,8>


qr5stt#uv w xby {|

qr5stt#uv w xby {|


aê\a/fghe\iCi

^]Lk\af g`h kEiLi Zl#mLafghm\iEi

Zolm a`fghmEiCi aêLa`f gheEiEi ^]\kLafghkEi\i



a`M J FKCV#kEi\ij^]Lk\a/fgh kEiLi

] BEDGFCHWJ KLF4VzR dbPFCVSEU\SCVbFLX R &K %=dbFM FLRIS\F3O H ' Zl[Z4)l ( ' U SCVbFLX

a/M J FLKEV m\i\i

Zl mLa`f ghmEiEi

qosr y } {|byr"!$#v#y

Zl mLafgGhm\iCi

]\iIZ

,QWKH6$3$326\VWHP

Before the first transfer of master data takes place from the SAP R/3 System to the SAP APO System, make sure that the logical systems of CRM Online and the SAP R/3 System are both in the same business system group [SAP Library]. When setting up the business system group, note that the service resource planning also uses functions in the SAP APO System.


3.1 33


0DLQWDLQEXVLQHVVV\VWHPJURXS

•

In SAP APO 3.0A: In Customizing for APO choose $GYDQFHG3ODQQHUDQG2SWLPL]HU$32 → %DVLV6HWWLQJV→ ,QWHJUDWLRQ→%XVLQHVV6\VWHP*URXS→0DLQWDLQ%XVLQHVV6\VWHP*URXS. •

In SAP APO 2.0A: In the standard menu choose 7RROV→$32$GPLQLVWUDWLRQ→6HWWLQJV→6\VWHP*URXS→ 0DLQWDLQ.

%XV6\VW*US

'HVFULSWLRQ

CRMATP

&50$73

$VVLJQORJLFDOV\VWHPVWREXVLQHVVV\VWHPJURXS

•

In SAP APO 3.0A: In Customizing for APO choose $GYDQFHG3ODQQHUDQG2SWLPL]HU$32 →%DVLV6HWWLQJV→ ,QWHJUDWLRQ→%XVLQHVV6\VWHP*URXS→$VVLJQ/RJLFDO6\VWHPDQG4XHXH7\SH.

•

In SAP APO 2.0A: In the standard menu choose 7RROV → $32 $GPLQLVWUDWLRQ → 6HWWLQJV → 6\VWHP JURXS → $VVLJQ/RJ6\V.

%XV6\VW*US

/RJ6\VWHP

5)ODJ

6$35HO

CRMATP

CR7CLNT700

X

&

CRMATP

R38CLNT800

X

&


3.1 34


Figure 3 illustrates how the logical systems of CRM Online and SAP R/3 are assigned to the same business system group in SAP APO: (& 39""`G (' #`GG` # L !#"$%2"&$4 #" (#" "2 !#"# W% $/

6798&:4;<

67,8 ;? @

6#798=798>


q/r5stt#uv w xby {|

q/r5st t#uv w xzy{|


aê\a/fghe\iCi

^ ]Ek a`fg`hLk\iEi Zl#m\a/fghm\iEi

Zolm a`fgh mEiCi aê a`fgheEiCi ^]\k\afgGhkEi\i



aM J FKIVkEiEin^]Lk\afgGh kEiLi

aM J FLKEV m\i\ipZolm a`fghmEiCi

t x {`y t }t{~ q/#w txby |y{ |\ 3r5s a^ Zhl a/ ^ Z/h l

] BTZ/SCSJ PK[M O P J Q\R MISIU\S\V FX3S Vb O ESJ KLFES\S,SCULSEVzF X P dbO

a/ê a`fghe\iEi ^G]EkEa/fghkLiCi

6HWXS7HVW'DWDIRU$YDLODELOLW\&KHFN ,QWKH6$356\VWHP

&KHFNWKDWWKHSODQWLVVHWXSLQWKH6$356\VWHP

In the IMG choose /RJLVWLFV - *HQHUDO → 3ODQW0DVWHU→0DLQWDLQ3ODQWV→'LVSOD\3ODQWV.

&KHFNWKDWWKHSODQWLVDVVLJQHGWRWKHRUJDQL]DWLRQDOXQLW

In the IMG choose (QWHUSULVH6WUXFWXUH→$VVLJQPHQW→6DOHVDQG'LVWULEXWLRQ→$VVLJQ 6DOHVRUJDQL]DWLRQGLVWULEXWLRQFKDQQHOSODQW

56\VWHP

&OLHQW

3ODQW

6DOHV2UJ

'LVWU&K

'LYLVLRQ

5

&KHFNWKDWWKHPDWHULDOPDVWHULVVHWXSLQWKH6$356\VWHP

In the SAP Easy Access menu choose /RJLVWLFV → 6DOHVDQG'LVWULEXWLRQ → 0DVWHU'DWD → 3URGXFWV→0DWHULDO→2WKHU0DWHULDO→'LVSOD\.


3.1 35


0DWQR 0

'HVFULSWLRQ

3ODQW

6WRU/RF

6DOHV2UJ

'LVWU&K

'LYLVLRQ

3URGXFWZLWK

DYDLODELOLW\FKHFN

If you use numeric material numbers, you have to make sure that either the length of the material number fields in CRM Online and in the SAP APO System is the same or that leading zeros are turned off in both systems.

&KHFNWKHVHWWLQJVIRUWKHPDWHULDOPDVWHU

Choose 6HOHFWYLHZV to check the field entries in the views as follows:

The fields that are marked as mandatory must have entries in them. Otherwise the material master will not be relevant for availability check in the SAP APO System, even if it is included in the integration model of the APO Core Interface (APO-CIF).

9LHZ

)LHOG

Basic data1

Base Unit

3&

Division

GenItemCatGroup

1250

Gross weight

NJ

Net weight

NJ

Conditions (prices)

86'SHUSLHFH

Delivering plant

Sales: sales org. 1

Sales: general/plant

Availability check

0DQGDWRU\

yes

([DPSOH'DWD

LQGLYLGXDOUTPW

Collective requirements are not supported. MRP 1

MRP 2

MRP 3

MRP Type

yes

3'053

Reorder point

Planning time fence

MRP Controller

yes

Lot size

yes

(;

Procurement type

)H[WHUQDOSURFXUHPHQW

Plnd dely time

GD\V

GR processing time

GD\V

SchedMargin key

Strategy group

33JHQHUDOSODQQLQJVWUDWHJ\JURXS

In this example, the strategy group is set up so that the system determines the requirements class . CRM Interaction Center: Business Scenario Configuration Guide

3.1 36


The requirements class in SAP R/3 is equivalent to the check mode in SAP APO. The check mode is used in Set up Customizing for Availability Check [Page 185] under the section,QWKH6$3$32 6\VWHP6WHS0DLQWDLQ&KHFN0RGH. For more information, see the •

SAP Library for R/3 under /RJLVWLFV → 3URGXFWLRQ3ODQQLQJDQG&RQWURO33

→0DVWHU3ODQQLQJ3303 → 'HPDQG 0DQDJHPHQW 3303

→ 3ODQQLQJ6WUDWHJLHV

'(0

•

IMG in SAP R/3 under 3URGXFWLRQ → 0DVWHU3ODQQLQJ→'HPDQG 0DQDJHPHQW→3ODQQHG,QGHSHQGHQW 5HTXLUHPHQWV→5HTXLUHPHQWV 7\SHV5HTXLUHPHQWV&ODVVHV and 3ODQQLQJ6WUDWHJ\

Availability check

LQGLYLGXDOUTPW

yes

Collective requirements are not supported.

For information on transferring changes to the product master data in the SAP R/3 System, see the SAP Library for SAP Advanced Planner and Optimizer (SAP APO under 6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV → ,QWHJUDWLRQRI$32DQG5 → $32&RUH,QWHUIDFH → 6HWWLQJ8SWKH6\VWHP,QIUDVWUXFWXUHDQG'DWD7UDQVIHU→ 'DWD 7UDQVIHU → &KDQJH7UDQVIHU→&KDQJH7UDQVIHUIRU0DVWHU'DWD.

&KHFNWKHVWRFNLQWKH6$356\VWHP

The easiest way to test the availability check is to create stock to cover requirements. You can create stock in the SAP R/3 System by posting goods receipt. a. In the SAP Easy Access menu choose /RJLVWLFV → 0DWHULDOV0DQDJHPHQW→,QYHQWRU\ 0DQDJHPHQW→*RRGV0RYHPHQW→*RRGV5HFHLSW→2WKHU. b. In the 0RYHPHQWW\SHfield enter .

0DWQR

'HVFULSWLRQ

3ODQW

6WRUDJH/RFDWLRQ

0

$FPH;2UJDQL]HU

&KHFNWKDWWKHEXVLQHVVSDUWQHULVVHWXSLQWKH6$356\VWHP

In the SAP Easy Access menu choose /RJLVWLFV → 6DOHVDQG'LVWULEXWLRQ→0DVWHU'DWD→ %XVLQHVV3DUWQHUV→&XVWRPHU→'LVSOD\.

&XVWRPHU1R

&50%XVLQHVV

1DPH

6DOHV$UHD

$FPH,QWHUQDWLRQDO

3DUWQHU1R

7HFKQRORJ\


3.1 37


6HWXS6$3$32&,),QWHJUDWLRQ0RGHO 3UHUHTXLVLWHV

After setting up the Plug-In including the SAP APO Core Interface [SAP Library] (APO-CIF or CIF), you need to set up the SAP APO Core Interface integration model [SAP Library] to specify which master data, such as plants and products, should be transferred from the SAP R/3 System to the SAP APO System. In CRM Online, all products are relevant for the SAP APO System. In the SAP R/3 System, however, you need to specify which product is relevant for the SAP APO System. You do this by specifying the relevant products in the integration model of SAP APO Core Interface. 6HHDOVR

For more information, see the following sections under 6$3$GYDQFHG3ODQQHUDQG2SWLPL]HU6$3 $32 in the SAP Library: •

In SAP APO 3.0A: −

6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV

→ 0DVWHU'DWD

−

6XSSO\&KDLQ0DQDJHPHQW6&0 %XVLQHVV6FHQDULRV

→ ,QWHJUDWLRQRI$32DQG5→6$3

$32&RUH,QWHUIDFH

•

→,QWHJUDWLRQ0RGHO

In SAP APO 2.0A: −

$32,QWHJUDWLRQ6FHQDULR

→ 0DVWHU'DWD

−

$32,QWHJUDWLRQ6FHQDULR

→,QWHJUDWLRQRI$32DQG5→$32&RUH,QWHUIDFH→,QWHJUDWLRQ

0RGHO

.

3URFHGXUH ,QWKH6$356\VWHP

To call up the $32&,) menu choose /RJLVWLFV → &HQWUDO)XQFWLRQV → 6XSSO\&KDLQ 3ODQQLQJ,QWHUIDFH→ &RUH,QWHUIDFH$GYDQFHG3ODQQHUDQG2SWLPL]HU 6WHS&UHDWHWKH,QWHJUDWLRQ0RGHO

1. In the $32&,) menu choose ,QWHJUDWLRQ PRGHO → *HQHUDWH → &UHDWH. 2. Fill in the following details - table entries are examples only.

Model name

&50$73

Target system

$3&/17

Application

$73 $YDLODELOLW\FKHFN 0DWHULDOPDVWHUV 3ODQWV &XVWRPHUV 6WRUDJHORFDWLRQVWRFNV 6DOHVRUGHUVWRFN

Relevant materials

0DWHULDO0 3ODQW


3.1 38


(([HFXWH).

3. Choose

4. Check the details and save the integration model. 6WHS$FWLYDWHWKH,QWHJUDWLRQ0RGHO

1. In the $32&,) menu choose ,QWHJUDWLRQPRGHO→$FWLYDWH 2. Select the integration model that you just created. (([HFXWH).

3. Choose

4. To activate the integration model −

place the cursor on the relevant version and choose

−

double-click the relevant version The active version will be marked with

($FWLYH,QDFWLYH , or

.

(6WDUW).

5. Choose 5HVXOW

The data specified in the integration model is transferred to the SAP APO System.

Before transferring changes to the product master data, see the documentation in the SAP Library for SAP Advanced Planner and Optimizer under 6XSSO\&KDLQ0DQDJHPHQW 6&0 %XVLQHVV6FHQDULRV → ,QWHJUDWLRQRI$32DQG5 → 6HWWLQJ8SWKH6\VWHP ,QIUDVWUXFWXUHDQG'DWD7UDQVIHU → $32&RUH,QWHUIDFH → 'DWD7UDQVIHU → &KDQJH 7UDQVIHU → &KDQJH7UDQVIHUIRU0DVWHU'DWD

6HWXS/RFDWLRQ3ODQW ,QWKH6$3$326\VWHP 7UDQVIHUORFDWLRQWR6$3$326\VWHP

You transfer the location [SAP Library] to the SAP APO System from the SAP R/3 System using the APO-CIF integration model. To display or change the location, in the 6$3(DV\$FFHVV menu choose •

In SAP APO 3.0A: 0DVWHU'DWD

•

→ /RFDWLRQ → /RFDWLRQ

In SAP APO 2.0A: 1DYLJDWLRQ

→ 0DVWHU'DWD → /RFDWLRQ

Location

3/#5%RVWRQ

Location type

Priority

Longitude

Latitude


3.1 39


Time zone

(67

Maintain Address

%RVWRQ

For more information on maintaining data for the location, see the SAP Library for SAP Advanced Planner and Optimizer (SAP APO) under 6$3$320DVWHU'DWD → /RFDWLRQ. ,Q&502QOLQH &UHDWHLQ&502QOLQHDEXVLQHVVSDUWQHUPDVWHUUHFRUGIRUWKHORFDWLRQSODQW WKDWLVXVHGLQ 6$3$32

When availability check is carried out, the SAP APO System determines a location and returns information on this location for each confirmation schedule line. 1. In the SAP Easy Access Menu, choose 0DVWHU'DWD → %XVLQHVV3DUWQHU →0DLQWDLQ%XVLQHVV 3DUWQHU. 2. Choose &UHDWH2UJDQL]DWLRQ and fill in the necessary details, such as:

)LHOG

'HWDLOV

Business partner

/2&

Name

3ODQW

City

%RVWRQ

Country

86$

This business partner is assigned to the location in SAP APO in Set up Customizing for Availability Check [Page 185], in Step 3 of the section ,Q&502QOLQH.

For more information, see Location Determination in the Sales Order [SAP Library].


3.1 40


*HQHUDWLRQ

This section describes the generation of SAP Middleware.

*HQHUDWLRQRI2EMHFWVDQG6HUYLFHV

Industry-specific runtime objects must be initially created for the object types delivered with the installation or recreated after a customer modification affecting the meta-information. If you transport modified meta-information, you must see the transport log for further information. Runtime objects that are not specific to your industry are contained in the delivery. Repository data is maintained and stored in the CRM Server. For background information, see Repository Administration and Runtime Object Generation [SAP Library]. For details on how to generate objects and services, see the Implementation Guide under &XVWRPHU 5HODWLRQVKLS0DQDJHPHQW&500LGGOHZDUHDQG5HODWHG&RPSRQHQWV*HQHUDWLQJ,QGXVWU\6SHFLILF 2EMHFWVDQG6HUYLFHV

.


3.1 41


5HSOLFDWLRQ

This section describes the process of transferring new and updated data from various systems, for example from the R/3 System to the CRM System.

5HSOLFDWLRQRI&XVWRPL]LQJ2EMHFWV 3XUSRVH

Before you can start the replication of business object such as business partner, products, or conditions, you need to load necessary configuration and customizing settings to the CRM Server. In general, it is necessary to distinguish between initial load from R/3 backend system to CRM Server and initial load between CRM Server and the Consolidated Database (CDB), which is used for the distribution to mobile clients. Both processes use different customizing objects as well as application objects. While there is an existing delta load of customizing objects between CRM Server and CDB, a similar process between R/3 backend system and CRM Server is not implemented. Therefore, you need to restart an initial load of customizing objects in order to update customizing settings from R/3 backend to CRM Server. The customizing objects available in the system are stored in the table SMOFOBJECT and the object flows defined for these objects are stored in table SMOFINICON. 3UHUHTXLVLWHV

Before you can start the customizing replication, you need to verify that entries for the ISO codes are unique in the following tables: 7DEOH)LHOGQDPH

'HVFULSWLRQ

T006 / ISOCODE

Unit of measures

T002 / LAISO

Language keys

TCURC / ISOCD

Currency codes

T005 / INTCA

Countries

Although SAP delivers these tables in a consistent state, duplicate ISO entries can occur because this is not a key field in those tables (especially, if own entries have been set up with FRS\ functions.) For more information, see &KHFNLQJ,62&RGHV. 3URFHVV)ORZ

You start the initial replication process for at least one customizing object using transaction 5$6on the CRM Server. Within the transaction 5$6 you can choose PXOWLSOHVHOHFWLRQ where you can specify how many and what objects you want to load. After the load process you should monitor the object load using transaction 5$0. For more information, see •

,QLWLDO/RDGRI&XVWRPL]LQJ2EMHFWV

•

0RQLWRULQJ5HSOLFDWLRQ6WDWXVIRU&XVWRPL]LQJ2EMHFWV

• CRM Interaction Center: Business Scenario Configuration Guide

3.1 42


&KHFNLQJ,62&RGHV 8VH

Before starting the Customizing replication, verify that entries for the ISO codes are unique in the following tables: 7DEOH)LHOG

'HVFULSWLRQ

T006 / ISOCODE

Unit of measures

T002 / LAISO

Language keys

TCURC / ISOCD

Currency codes

T005 / INTCA

Countries

Although SAP delivers these tables in a consistent state, duplicate ISO entries can occur because this is not a key field in those tables (especially if own entries have been set up with copy functions). 3URFHGXUH

CRM

Checking ISO Codes

Transaction code

SE16

SAP Menu

Basis Tools → ABAP Workbench → Overview → Data Browser

1. In the table name field enter 7. 2. Choose Table Contents (Enter). 3. Choose Execute (F8). 4. Check the column ISOCODE for duplicate entries. 5. Repeat these steps for the other tables.

If duplicate ISO codes are detected, they have to be replaced by new ISO codes. The final result has to be that all tables mentioned hold unique ISO code entries. Multiple entries with empty ISO codes are possible. Duplicate entries cannot be deleted directly in transaction 6(. If you want to delete database records please get advice from experienced consultants or enter an SAP message.

'HILQH3URGXFW+LHUDUFK\6WUXFWXUH

For more information about product hierarchy structures, see the documentation to the SAP Implementation Guide (IMG) transaction as mentioned in 'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH &506\VWHP.


3.1 43


'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH&50 6\VWHP 3URFHGXUH &50

'HILQLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQWKH&506\VWHP

7UDQVDFWLRQFRGH

6352

,0*3DWK

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

→0DVWHU'DWD→3URGXFW→ →'HILQH&DWHJRU\1XPEHULQJ6FKHPHV

3URGXFW&DWHJRU\

1. Choose 1HZ(QWULHV. 2. Select the numbering scheme R3PRODHIER and enter 1XPEHULQJ6FKHPH5 in the field 1XPEHULQJVFKHPH. 3. Click on R3PRODHIER and choose 'HILQHQXPEHULQJVFKHPHOHYHOV in the left dialog structure. The levels and number of digits for each level need to be exactly the same as in the R/3 Backend system (for example, 5-5-8 for the SAP standard delivery).

&KHFNLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQ5%DFNHQG 6\VWHP 3URFHGXUH 5

&KHFNLQJ3URGXFW+LHUDUFK\6WUXFWXUHLQ5%DFNHQG6\VWHP

7UDQVDFWLRQFRGH

6(

6$30HQX

7RROV

→$%$3:RUNEHQFK→'HYHORSPHQW→$%$3'LFWLRQDU\

1. In the $%$3'LFWLRQDU\,QLWLDO6FUHHQ enter 352'+6 in the field 9LHZ. 2. Choose 'LVSOD\. 3. In the 'LFWLRQDU\'LVSOD\6WUXFWXUH screen the number of components corresponds to the number of levels in the CRM system. The field /HQJWK defines the number of digits for each level.

'HILQH3URGXFW,'6HWWLQJV 3URFHGXUH &50

'HILQLQJ3URGXFW,'6HWWLQJV

7UDQVDFWLRQFRGH

6352

,0*SDWK

&XVWRPHU5HODWLRQVKLS0DQDJHPHQW

→0DVWHUGDWD→3URGXFW→%DVLF →'HILQH2XWSXW)RUPDWDQG6WRUDJH)RUPRI3URGXFW,'6

VHWWLQJV

For more information, see the documentation to the IMG activity.


3.1 44


,QLWLDO/RDGRI&XVWRPL]LQJ2EMHFWV 8VH

You need to load customizing settings from the R/3 Backend system to your CRM Server in order to prepare the CRM Server for loading R/3 business objects such as customer or materials. In addition, if you want to use mobile sales or services, you need to load those customizing settings from the CRM Server to the Consolidated Database (CDB), where the data are stored, that are to be distributed from CRM application to mobile clients or vice versa. Since CRM server applications and CRM Mobile applications do not use exact the same data models, different customizing objects are used for the initial replication.

It is strongly recommended to customize the objects in the CRM Server EHIRUH transporting them to the CDB. This is necessary to avoid corruption of the data.

The following table gives you an overview of the basic customizing objects for the initial load from the R/3 backend system to the CRM Server. Object Name

Description

CRM

DNL_CUST_ACGRPP

Account Group Product

R/3

CRM

DNL_CUST_ADDR

Regional structure

R/3

CRM

DNL_CUST_BASIS

Basis CRM online

R/3

CRM

DNL_CUST_BASIS2

Basis CRM online

R/3

CRM

DNL_CUST_BASIS3

Basis CRM online

R/3

CRM

DNL_CUST_BASIS5

Basis CRM online

R/3

CRM

DNL_CUST_BASIS6

Basis CRM online

R/3

CRM

DNL_CUST_BNKA

Banking Master

R/3

CRM

DNL_CUST_CND

Conditions: Cust. Cond.techn.

R/3

CRM

DNL_CUST_CNDALL

Conditions: Customizing total

R/3

CRM

DNL_CUST_FGD

Free goods

R/3

CRM

DNL_CUST_PAYPL

Payplan

R/3

CRM

DNL_CUST_PRC

Conditions: Cust. Pricing

R/3

CRM

DNL_CUST_PRICE

Sales pricing and pricing item

R/3

CRM

DNL_CUST_PROD0

Material number conversions

R/3

CRM

DNL_CUST_PROD1

Product : categories

R/3

CRM

DNL_CUST_PROD3

Material : R/3 sales status

R/3

CRM

DNL_CUST_S_AREA

R/3 Sales Areas

R/3

CRM

DNL_CUST_SALES

Sales

R/3

CRM

DNL_CUST_SCE

SCE varcond

R/3

CRM

DNL_CUST_SHIP

Sales shipping

R/3

CRM

DNL_CUST_SPROD

Sales product item

R/3

CRM

DNL_CUST_SRVMAS

Customizing: Service Master

6RXUFH

7DUJHW

6LWH

6LWH

R/3


3.1 45


R/3

CRM

DNL_CUST_T502T

Business Partner: T502T

R/3

CRM

DNL_CUST_TAX

Customizing: Taxes

R/3

CRM

DNL_CUST_TBRC

Business Partner: Industries

R/3

CRM

DNL_CUST_TPFK

Business Partner: TPFK, TPFKT

R/3

CRM

DNL_CUST_TSAB

Business Partner: TSAB, TSABT

R/3

CRM

DNL_CUST_TVAST

Sales Document Blocking Reason

R/3

CRM

DNL_CUST_TVFS

Sales Document Billing: Block

R/3

CRM

DNL_CUST_TVGF

Business Partner: TVGF, TVGFT

R/3

CRM

DNL_CUST_TVIP

Business Partner: TVIP, TVIPT

R/3

CRM

DNL_CUST_TVLS

Deliveries: Blocking Reasons/C

R/3

CRM

DNL_CUST_TVPV

Business Partner: TVPV, TVPVT

The following table gives you an overview of the basic customizing objects for the initial load from CRM Server to the Consolidated Database (CDB). 6RXUFH

7DUJHW

6LWH

6LWH

2EMHFW1DPH

'HVFULSWLRQ

CRM

CDB

BOTVAK_OBJECT

BOTVAK_OBJECT

CRM

CDB

BOTVAPO_OBJECT

ATP Profile per line item cate

CRM

CDB

CRM_DNLPRDOBJFA

Product Object Family

CRM

CDB

CRM_DNLPRDSCHEM

Numbering Scheme for Hierarchy

CRM

CDB

CRM_DNLPRODTYPE

Definition of Product Types

CRM

CDB

CRM_DNLSUBJPROF

Subject profile

CRM

CDB

CRM_DNL_ACT_CAT

Activity Category

CRM

CDB

CRM_DNL_ACT_H

Activity

CRM

CDB

CRM_DNL_ACT_OBJ

Activity Objective

CRM

CDB

CRM_DNL_ACT_PRI

Activity Priority

CRM

CDB

CRM_DNL_BNKA

Banking Master

CRM

CDB

CRM_DNL_CODEPRG

Code Profile

CRM

CDB

CRM_DNL_CODEPRO

Code Profile

CRM

CDB

CRM_DNL_COPYCU

Service Transtion type

CRM

CDB

CRM_DNL_CYCLE

Sales cycle of the Opportunity

CRM

CDB

CRM_DNL_CYCPHAS

Sales cycle of the Opportunity

CRM

CDB

CRM_DNL_ICATEG

Service Item Category Group

CRM

CDB

CRM_DNL_ITMTYPE

Item type

CRM

CDB

CRM_DNL_IT_ASSG

Item Assignment

CRM

CDB

CRM_DNL_OPPIPOR

Opportunity Class

CRM

CDB

CRM_DNL_OPPORTH

Opportunity header customizing

CRM

CDB

CRM_DNL_OPPTYPE

Object/Opportunity Sub-Type

CRM

CDB

CRM_DNL_ORGMAN

CRM_DNL_ORGMAN

CRM

CDB

CRM_DNL_PAR_FCT

Partner function


3.1 46


CRM

CDB

CRM_DNL_PAR_PDD

Partner determination definiti

CRM

CDB

CRM_DNL_PAR_PDP

partner determination procedur

CRM

CDB

CRM_DNL_PHASE

Funnel Phase

CRM

CDB

CRM_DNL_PPFTCON

PPF: Actions

CRM

CDB

CRM_DNL_PPFTCU

PPF: Trigger type

CRM

CDB

CRM_DNL_PRDCT

Service Valuation types

CRM

CDB

CRM_DNL_PRDOBJF

Product Object Family

CRM

CDB

CRM_DNL_PROCTYP

Process Type

CRM

CDB

CRM_DNL_PRODUCT

Material number conversions

CRM

CDB

CRM_DNL_PRT_PFT

MSE Partner Function Categorie

CRM

CDB

CRM_DNL_QPC

Code

CRM

CDB

CRM_DNL_QPG

Code Group

CRM

CDB

CRM_DNL_SCAPPT

Appointment type

CRM

CDB

CRM_DNL_SLSITEM

Sales item customizing

CRM

CDB

CRM_DNL_SOURCE

Opportunity source

CRM

CDB

CRM_DNL_SRVCUST

Service Header Customising

CRM

CDB

CRM_DNL_SRV_TY

Service types

CRM

CDB

CRM_DNL_STAREAS

Status Reason

CRM

CDB

CRM_DNL_SUBOB

Service Object types for BTH

CRM

CDB

CRM_DNL_SUBOB_I

Service Object types for BTI

CRM

CDB

CRM_DNL_TAXCNT

TB070

CRM

CDB

CRM_DNL_TAXCN_T

TB070T

CRM

CDB

CRM_DNL_TEXT_O

Text Object Definition

CRM

CDB

CRM_DNL_TEXT_P

Text determination procedure

CRM

CDB

CRM_DNL_TG_TT

TB071

CRM

CDB

CRM_DNL_TIMECTE

Date set profile

CRM

CDB

CRM_DNL_TJ02

System Status

CRM

CDB

CRM_DNL_TJ20

Status profile

CRM

CDB

CRM_DNL_TJ30

User Status

CRM

CDB

CRM_DNL_TQ15

Code Catalog type

CRM

CDB

CRM_DNL_TTXID

Texts on text ID’s

CRM

CDB

CRM_DNL_TTXOB

Defaults for object types

CRM

CDB

CRM_DNL_VAL_TY

Service Valuation types

CRM

CDB

CRM_TTE_CNTDEP

Country dependent customizing

CRM

CDB

CRM_TTE_COMMUNI

Community

CRM

CDB

CRM_TTE_INTDATA

Cust. Int Data

CRM

CDB

CRM_TTE_MAP

Cust. Mapping

CRM

CDB

CRM_TTE_SYSDATA

Cust. System Data

CRM

CDB

CRM_TTE_TAXABIL

Cust. Taxability


3.1 47


CRM

CDB

CUST_CHAN_WRITE

Campaign channels

CRM

CDB

CUST_CTYPT_WRT

Campaign Type

CRM

CDB

CUST_PCAUT_WRT

Campaign authorization

CRM

CDB

CUST_PCOBJ_WRT

Campaign Objective

CRM

CDB

CUST_PCTAC_WRT

Campaign Tactics

CRM

CDB

CUST_PRCPROCDET

Determination of Pricing Proce

CRM

CDB

CUST_PRCPROC_DE

CUST_PRCPROC_DET-SalesDoc

CRM

CDB

CUST_PRIOR_WRT

Allocation Priority

CRM

CDB

CUST_PRIOTX_WRT

Campaign Priority

CRM

CDB

CUST_STUS_WRITE

Allocation itrem status

CRM

CDB

DNLITEMSTATUS

Opportunity item status

CRM

CDB

DNL_CRM_IBA_CTY

Ibase(service) component Type

CRM

CDB

DNL_CRM_IBA_TYP

Ibase Types

CRM

CDB

DNL_CUST_ART_NO

Product : categories

CRM

CDB

DNL_CUST_AU_CON

Sales Document Types: Texts

CRM

CDB

DNL_CUST_BNKA1

Banking information CRM->CDB

CRM

CDB

DNL_CUST_CLASS

Sales

CRM

CDB

DNL_CUST_COUNTR

Business Partner :T005 series

CRM

CDB

DNL_CUST_CREDIT

Business Partner: TFACT

CRM

CDB

DNL_CUST_CURREN

Currency

CRM

CDB

DNL_CUST_CUST1

Business Partner: 151,188,189

CRM

CDB

DNL_CUST_CUST2

Business Partner: TPRIT

CRM

CDB

DNL_CUST_CUST3

Business Partner :TVGFT

CRM

CDB

DNL_CUST_GLOBAL

Business Partner: TSAB, TSABT

CRM

CDB

DNL_CUST_INDUST

Business Partner: T016T

CRM

CDB

DNL_CUST_IT_CAT

Sales document item categories

CRM

CDB

DNL_CUST_LANGU

Business Partner: T002, T002T

CRM

CDB

DNL_CUST_MAT1

Sales shipping

CRM

CDB

DNL_CUST_MTART

Item Category Group

CRM

CDB

DNL_CUST_PAFUNC

Partner Function Groups

CRM

CDB

DNL_CUST_PERS1

Business Partner: TPKFT, SABT

CRM

CDB

DNL_CUST_PERS3

Business Partner: TB010

CRM

CDB

DNL_CUST_SD_CON

DNL_CUST_SD_CON

CRM

CDB

DNL_CUST_SD_OR1

Business Partner: Vast

CRM

CDB

DNL_CUST_SD_OR2

Business Partner : VFST

CRM

CDB

DNL_CUST_STOCK

Process Type

CRM

CDB

DNL_CUST_SYSMSG

Messages

CRM

CDB

DNL_CUST_SYS_TB

Contains SMONRIV

CRM

CDB

DNL_CUST_UNITS


3.1 48

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CRM Interaction Center - Business Scenario Configuration Guide

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