CRM E Service

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CRM E-Service

ContentsCRM E-Service - Configuration Guide ...................................................................................... 4

1

Purpose .............................................................................................................................. 4

2 Preparation......................................................................................................................... 4

2.1 Prerequisites ............................................................................................................ 4

2.2 SAP Notes................................................................................................................ 4

3 Configuration ...................................................................................................................... 5

3.1 Master Data Configuration ....................................................................................... 5

3.1.1 Products............................................................................................................... 5

3.1.1.1 Hierarchies and Categories......................................................................... 5

3.1.1.1.1 Defining Object Family........................................................................... 5

3.1.1.1.2

Defining Object Family Usage ............................................................... 5

3.1.1.1.3 Defining Partner Determination Procedure............................................ 6

3.1.1.1.4 Allowing Product References for Individual Objects.............................. 7

3.1.1.1.5 Defining Category for Individual Objects ............................................... 8

3.1.1.1.6 Maintaining Category MAT_HAWA ....................................................... 9

3.1.1.1.7 Creating Categories for FAQs ............................................................. 10

3.1.1.1.8 Assigning Category Hierarchy to Application ...................................... 11

3.1.1.1.9 Defining Number Range ...................................................................... 12

3.1.1.1.10 Assigning Object Category to Products............................................. 13

3.1.1.2

Assigning Warranty to Products................................................................ 13

3.1.2 Product Catalogs ............................................................................................... 14

3.1.2.1 Defining Catalog Type............................................................................... 14

3.1.3 Product Registration .......................................................................................... 15

3.1.3.1 Defining Field Selection ............................................................................ 15

3.1.3.2 Setting Up Partner Functions.................................................................... 16

3.2 Business Process Configuration ............................................................................ 17

3.2.1 Internet User Setup............................................................................................ 17

3.2.1.1 Setting Up E-Mail Addresses .................................................................... 17

3.2.1.2 Setting Up Roles for Web-based User Management................................ 18

3.2.1.3 Generating Authorizations......................................................................... 18

3.2.1.4 Creating an Anonymous User ................................................................... 19

3.2.1.5 Creating a Reference User for B2C .......................................................... 20

3.2.1.6 Setting Up Internet Users for B2C............................................................. 21

3.2.1.7 Setting Up Registration Process for B2C.................................................. 22

3.2.1.8 Assigning a Reference User Variable for Internet Users for B2C............. 22

3.2.1.9 Configuring Field Attributes for Each Client .............................................. 23

3.2.2 Transaction Settings for E-Service Processes .................................................. 24



3.2.2.1 Defining Status Profile for ICSS ................................................................ 24

3.2.2.2 Defining Partner Determination Procedure............................................... 25

3.2.2.3 Defining Transaction Type for ICSS Service Request.............................. 27

3.2.2.4 Defining Item Category Determination...................................................... 28

3.2.2.5 Defining Copy Control for Transaction Type............................................. 29

3.2.2.6 Assigning Item Category for Billing ........................................................... 29

3.2.2.7

Defining Transaction Types for the Internet.............................................. 30

3.2.3 Subject Profiles .................................................................................................. 31

3.2.3.1 Maintaining Code Group Profile Level ...................................................... 31

3.3 Master Data Creation ............................................................................................. 32

3.3.1 Frequently Asked Questions (FAQs) ................................................................. 32

3.3.1.1 Assigning Frequently Asked Questions to Product................................... 32

3.3.2 Product Catalogs ............................................................................................... 33

3.3.2.1 Defining Country Groups........................................................................... 33

3.3.2.2 Maintaining the Product Catalog............................................................... 35

3.3.2.2.1

Creating Product Catalogs................................................................... 35

3.3.2.2.2 Creating Catalog Variants for Products............................................... 36

3.3.2.2.3 Creating Catalog Variants for Services ............................................... 37

3.3.2.2.4 Creating Catalog Areas ....................................................................... 38

3.3.2.2.5 Assigning Products to the Product Catalog......................................... 39

3.3.2.2.6 Assigning Services to the Product Catalog ......................................... 40

3.3.2.2.7 Activating the Product Catalog for Publication .................................... 40

3.3.2.2.8 Replicating Product Catalog Contents Initially .................................... 41

3.3.2.2.9 Delta Replication of the Product Catalog............................................. 42

3.3.2.3 Maintaining Product Catalog Usage ......................................................... 43

3.4 Extended Configuration Management (XCM)........................................................ 44

3.4.1 Assigning J2EE Admin Role to User Profile ...................................................... 44

3.4.2 XCM Configuration for User Administration....................................................... 44

3.4.3 Maintaining the JCO Component....................................................................... 45

3.4.4 Creating the User for Web Shop Manager ........................................................ 46

3.4.5 Creating Internet Users...................................................................................... 46

3.4.5.1 Creating Internet Users with the Web User Interface ............................... 47

3.4.5.1.1 Creating Internet Users for Existing Contact Persons......................... 47

3.4.5.1.2 Creating Internet Users for new Contact Persons............................... 48

3.4.5.2

Creating Internet Users via Business Partner Maintenance..................... 48

3.4.5.3 Checking the Internet User Settings ......................................................... 49

3.4.6 B2B Scenario ..................................................................................................... 50

3.4.7 General Settings ................................................................................................ 51

3.4.7.1 Maintaining LWC Component ................................................................... 51

3.4.8 Components....................................................................................................... 52

3.4.8.1 Checking Available Functions Component ............................................... 52

3.4.8.2 Maintaining Product Catalog Component ................................................. 53



3.4.8.3 Maintaining Service Contract Component ................................................ 53

3.4.8.4 Maintaining Service Request Component................................................. 54

3.4.8.5 Maintaining Live Web Collaboration Component...................................... 55

3.4.8.6 Maintaining Complaint Component........................................................... 56

3.4.8.7 Maintaining JCO Component.................................................................... 57

3.4.9 Application Configurations ................................................................................. 58

3.4.9.1

Maintaining the ICSS Application Configuration ....................................... 58

3.4.10 B2C Scenario..................................................................................................... 59

3.4.11 Components....................................................................................................... 60

3.4.11.1 Maintaining Register Component.............................................................. 60

3.4.11.2 Maintaining Service Contract Component ................................................ 60

3.4.11.3 Maintaining Service Request Component................................................. 61

3.4.11.4 Maintaining Component Complaint ........................................................... 62

3.4.12 Restarting the J2EE Services ............................................................................ 63



CRM E-Service - Configuration Guide

1 Purpose

This configuration guide provides the information you need to set up the configuration of thisbuilding block manually.

2 Preparation

2.1 PrerequisitesBefore starting with the installation of this building block, please have a look at thedocument Quick Guide to Installing SAP Best Practices for CRM .

The Building Block CRM E-Service contains the entire necessary configuration which is basicfor 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 havesuccessfully set up the relevant sections of the following building blocks:

• B01 - CRM Generation

• C71 - CRM Connectivity

• 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 thatyou have successfully set up the relevant sections of the following building blocks (see theScenario Installation Guide of the specific E-Service scenario):

• C01 - CRM Organizational Model

• C10 - CRM Central Master Data

• C13 - CRM Service Master Data (for IC Service scenarios)

• C14 - CRM E-Commerce

• C26 - CRM Service

• C28 - CRM Complaints

2.2 SAP NotesBefore you begin the installation and configuration, read the relevant SAP Notes. These SAPNotes contain important information for installation and configuration, and also correctionsconcerning this Building Block.

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

SAP Note # Component Description

893034 CRM-ISE-SCO Error when displaying contracts, warranties and iob



3 Configuration

3.1 Master Data Configuration

3.1.1 Products

3.1.1.1 Hierarchies and Categories

3.1.1.1.1 Defining Object Family

Use

In this activity you assign an object family to the E-Commerce Internet Customer Self-Service product registration.

From a technical perspective, when a product is registered, an individual object is createdwhich 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 linkedto this individual object.

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

Procedure

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

SAP CRM Defining Object Family

Transaction Code SPRO

IMG Path Cross-Application Components → SAP Product → Individual

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

Use

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



Prerequisites

An Installed Base has already been created (see the Configuration Guide of building blockC13 CRM Service Master Data , chapter Creating Manufacturer’s Installed Base ).

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

Procedure


SAP CRM Defining Object Family Usage


IMG Path Customer Relationship Management E-Service InternetCustomer Self Service Installed Base Object Family Usage

2. Choose New Entries and select all possible entry combinations of Installed BaseCategories with Object Families being offered using the input help.

3. Choose Save .

Result

A 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

Use

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

Procedure

1. To carry out the activity, choose one of the following navigation options:

SAP CRM Defining Partner Determination Procedure

Transaction code SPRO

IMG Path Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure

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

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


Procedure YBPICSS

Description BP ICSS (EN)BP ICSS (DE)

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

7. Double-click on view Partner Functions in Procedure and choose New Entries .

8. Enter/select the following data:

Field Name Field EntryPartner 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 .

Result

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

3.1.1.1.4 Allowing Product References for IndividualObjects

Use

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

Procedure


SAP CRM Allowing Product References for Individual Objects


IMG Path Cross Application Components → SAP Product → Basic

Settings → Allow Product References for Individual Objects


3. Activate checkbox ReferenceActive .

4. Choose Save .

Result

Product data can now be referenced by individual objects.



3.1.1.1.5 Defining Category for Individual Objects

Use

This new object category is used for individual objects being created when you, for example,register products as part of an E-Commerce Internet Customer Self-Service process.

Procedure


SAP CRM Defining Category for Individual Objects

Transaction Code COMM_HIERARCHY

SAP Menu Master Data → Products → Maintain Categories and Hierarchies

2. Choose Open Hierarchy…

3. Enter the following data and choose Continue .


Hierarchy ID R3PRODSTYP

4. Choose Display <-> Change .5. Accept the following information messages.

6. Highlight category Product Subtype .

7. To create a new category Choose Create Category .

8. Enter the following data:


Category ID YICSS

Description BP Service ICSS (EN)

9. Choose Continue .

10. On the Category tab page maintain the values as shown in the following table.

Field Name Entry

Basic Data on Category


Object Family BP Product Registration ICSS (YPR)

Product/Object Assignment Possible

Product (Object processing: Control Fields

Can Maintain Documents

Can Maint. Conditions.

PartnerDetProc YBPICSS (BP ICSS)

Descriptions(here you define the description translation to any other language you need, e.g. German)

Language German

Category Description BP Service ICSS



Field PartnerDetProc is only visible if both the category is related to hierarchyR3PRODSTYP and an object family has been selected.

11. On the SetTypes tab choose Add set type .

12. Maintain the values as shown in the following table:

Assigned Set Types

Set Type Position View ID

COMM_PR_SHTEXT 10 BASIC

COM_COMMERCIAL 20 BASIC

13. Choose Save .

Be aware that an internal number assignment has to be set up for the objectcategories, which shall be used for product registration (see chapter DefiningNumber Range ).

3.1.1.1.6 Maintaining Category MAT_HAWA

Use

You need to assign set type PRREF to product category MAT_HAWA in order to allow theinput of Permitted Object Categories in the master data of any product related to categoryMAT_HAWA (transaction COMMPR01).

The background to this activity is the following idea behind:

• Every product should belong to a category

• If you register an existing product, you create an individual product, which is also aproduct 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 categoryMAT_HAWA and which shall be able to be registered in an ICSS process.

Procedure


SAP CRM Defining an Object Category for Individual Objects



2. Choose Open Category…



Category ID MAT_HAWA

4. Choose Display <-> Change .

5. Accept the following information messages.

6. On the SetTypes tab page add the following set type:

Assigned Set Types

Set Type Position View ID



PRREF 80 BASIC

7. Choose Save and accept the information message.

8. Choose Back .

If there are also products used in your E-Service scenarios which have beendefined with other product categories, you need to process this configuration step

also for the other product categories.

Result

Now it is possible to register a product which has been defined as trading good (belonging tocategory MAT_HAWA) within an E-Commerce Internet Customer Self-Service process.

3.1.1.1.7 Creating Categories for FAQs

Use

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

Procedure


SAP CRM Defining Category for Individual Objects



2. Choose Open Hierarchy…



Hierarchy ID R3PRODSTYP

4. Choose Display <-> Change .

5. Accept the following information messages.


7. To create a new category Choose Create Category .



Category ID YBPFAQ_PRODUCT

Description BP FAQ Category for Products (EN)


10. On the Category tab page maintain the values as shown in the following table (if notalready done):



Product / Object Assignment Possible

Descriptions (here you define the description translation to any other language you need, e.g. German)



Language German

Category Description BP FAQ Kategorie für Produkte

11. Choose Save .


13. Choose Create Category .



Category ID YBPFAQ_SERVICE

Description BP FAQ Category for Services (EN)


16. On the Category tab page maintain the values as shown in the following table (if notalready done):


Product Type Service

Product / Object Assignment PossibleDescriptions (here you define the description translation to any language you need)

Language German

Category Description BP FAQ Kategorie für Services

17. Choose Save .

Result

The categories for the Frequently Asked Questions have been created.

3.1.1.1.8 Assigning Category Hierarchy to Application

Use

In this activity you assign the hierarchy R3PRODSTYP with the newly created object categoryYICSS to application Internet Customer Self Service .

Procedure


SAP CRM Assigning Category Hierarchies to Applications


IMG Path Cross Application Components → SAP Product → ProductCategory→ Assign Category Hierarchies to Applications

2. Double-click on folder Assign Hierarchies to Applications .

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


Application Internet Customer Self Service

Hierarchy ID R3PRODSTYP (Product Subtype)



4. Choose Save .

Result

You assigned hierarchy R3PRODSTYP to application Internet Customer Self Service .

3.1.1.1.9 Defining Number Range

Use

In this activity you create a new number range in order to assign it to certain objectcategories.

Procedure


SAP CRM Defining Number Range


IMG Path Cross-Application Components SAP Product Settings for

Product Type Number Assignment Define Number Rangesfor 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 Y_BP_GROUP

From number e.g., 00000000000000100000

To number e.g., 00000000000000300000

Please take care for non overlapping number ranges otherwise you cannotmaintain and insert a new group

5. Choose Insert .

6. Choose Save .

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

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

9. Activate the checkbox of your newly defined group Y_BP_GROUP and choose Assignelement 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 beendefined with other object categories than MAT_HAWA, you need to process theobject category assignment (step 7-9) also for those other object categories (seealso section Maintaining Category MAT_HAWA).

Result

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



3.1.1.1.10 Assigning Object Category to Products

Use

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

Prerequisites

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

Check if the product category (of product hierarchy R3PRODSTYP ) has been adapted likedescribed in section Maintaining Category MAT-HAWA and Defining Number Range .

Procedure


SAP CRM Assigning Object Category to Products

Transaction Code COMMPR01

SAP Menu Master Data → Products → Maintain Products

2. Select product C20010 (Trading good 1).

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

Permitted Object Categories

Category ID Hierarchy ID Default

YICSS R3PRODSTYP

4. Choose Save .

5. Repeat those steps for the following products:

Material Description

C20011 Trading good 2





Result

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

3.1.1.2 Assigning Warranty to Products

Use

With this activity you assign a warranty to each product being used within product registrationprocess.



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

Prerequisites

One or more warranties have been already created and assigned to an appropriate customerinstalled base component.

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

Procedure


SAP CRM Assigning Warranty to Products

Transaction Code COMMPR01

SAP Menu Master Data → Products → Maintain Products

2. Select the appropriate product(s) (use the same list of materials from previous section).

3. Choose button Relationships .

4. On tab PRDWTY/S choose Insert Row.

5. Maintain the following entries for each relevant product using the input help:


Sales Org. <your sales organization> (e.g., BP_SALES)

Dis. Chan. <your distribution channel> (e.g., 01 Direct Sales)

Valid From <today>

Valid To <today + 1 year>

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

6. Choose Save .

Result

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

3.1.2 Product Catalogs

3.1.2.1 Defining Catalog Type

Use

With this activity you define a new catalog type which you need to create a catalog for serviceproducts.

Procedure


SAP CRM Defining Catalog Type




IMG Path 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, textsetc.) twice, after having logged on the system with the appropriate language (ENand/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

ServiceText Determination Procedure

For Areas S1

For Items S1

Folder Template

For Areas AUTO-AREA


Result

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

3.1.3 Product Registration

3.1.3.1 Defining Field Selection

Use

With this activity you define which attributes of the object categories should be displayed inthe product registration form and if each of these attributes is mandatory or not.

Procedure


SAP CRM Defining Field Selection


IMG Path Customer Relationship Management → E-Commerce E-

Service → Internet Customer Self-Service → Product

Registration → Field Selection for Product Registration




3. Maintain the following entries using the input help:

CategoryHierarchy ID

CategoryID

Set Type Attribute Mandatory

R3PRODSTYP YICSS COM_COMMERCIAL COM_PURCHASE_LOC

R3PRODSTYP YICSS COM_COMMERCIAL COM_PURCH_DATE_TZ


Result

Now one more field for the purchase date is defined in the web shop which can be fil led outby the web user during the product registration.

3.1.3.2 Setting Up Partner Functions

Use

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

Procedure


SAP CRM Setting Up Partner Functions for Product Registration


IMG Path Customer Relationship Management → E-Commerce → 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)

3. Choose Save .

The partner functions maintained here have to match the partner functions thatare set within the partner determination of the object categories (see chapterDefining Partner Determination Procedure ).

Result

The partner functions used for the product registration process in the E-Commerce InternetCustomer Self-Service have been set up.



3.2 Business Process Configuration

3.2.1 Internet User Setup

3.2.1.1 Setting Up E-Mail Addresses

Use

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

• Solution Search:This e-mail address is used as the sender's address when a user (employee) sends asolution or solution attachment to a third party (customer) via e-mail.

• New Password:This e-mail address is used as the sender's address when the system generates a newpassword and sends it to the user via e-mail.

• Mail Recipient:This is the e-mail address to where the user can send a comment.

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

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

Procedure


SAP CRM Setting Up E-Mail Addresses



Service → Internet Customer Self-Service → Set Up E-MailAddresses



Solution Search <your relevant e-mail address> (e.g., Info@<company>.com)

New Password <your relevant e-mail address> (e.g., Info@<company>.com)

Mail Recipient <your relevant e-mail address> (e.g., Info@<company>.com)

SMTP Server <your relevant e-mail server> (e.g., <company>.com)


Result

You have defined the e-mail addresses for the various purposes.



3.2.1.2 Setting Up Roles for Web-based User Management

Use

You can use E-Commerce User Administration to assign authorizations using roles andreference 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 outrelevant activities.

Procedure


SAP CRM Setting Up Roles for Web-based User Management


IMG path Customer Relationship Management E-Commerce BasicSettings for E-Commerce Internet UserWeb-based UserManagement Set up Roles for Web-based User Management

2. Check the following entry:

Role Prese-lection

Role name Descriptionin WEb

SAP_CRM_ECO_ISE_WU _B2B

ICSS role for Internet users(B2B scenario)

ISE_B2B

SAP_CRM_ISA_WEBSHOP _MANAGER

X Authorizations for the InternetSales Web shop Manager

WebshopManager

3. Choose Save .

3.2.1.3 Generating AuthorizationsUse

ICSS Users will be created in the following sections.

These users need special authorizations. Therefore the following roles must be generated,

Later when the users are created the roles will be assigned.

Procedure


SAP CRM Generating Authorizations for Internet User

Transaction code PFCG

SAP Menu Architecture and Technology System Administration UserMaintenance Role Administration Roles

2. Run through the following procedure with each of these roles:

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)



Roles Users

SAP_CRM_ECO_ISE_TU_B2B Internet User for B2B (technical unit)

3. In the Role field enter the role name.

4. Choose Change Role .

5. Choose the tab Authorizations.

6. Choose Change Authorization Data .

7. Choose Generate .

3.2.1.4 Creating an Anonymous User

Use

In this activity you create two special Internet user master records that will be used for E-Commerce Internet Customer Self-Service actions where the customer does not have toregister before (e.g. FAQs, Solution Search).

Procedure


SAP CRM Creating an ICSS Anonymous User for the B2C scenario

Transaction Code SU01

SAP Menu Architecture and Technology → System Administration → User

Maintenance→ Users

2. Enter user ID Z_SERVICE and choose Create .

3. Maintain the following values (example):


Tab Address

Person

Last Name User ICSS B2C

First Name Service

Communication

Language English

Tab Logon data

User Type

Service

Password

Initial Password <your password>

Repeat Password <your password>

Note: Ignore any information message displayed

Tab Roles

Role SAP_CRM_ECO_ISE_TU_B2C

Tab Profiles

Profile T_AC630028

4. Choose Save .



Do the same again for the B2B user as follows:


SAP CRM Creating an ICSS Anonymous User for the B2B scenario




6. Select the User Z_SERVICE and press button Copy.

7. Change the name ‘TO’ by entering W_SERVICE

8. Press the button Copy and maintain as follows:


Tab Address

Person

Last Name User ICSS B2B

First Name Service

Communication

Language English

Tab Logon data

User Type

Service

Password



Note: Ignore any information message displayed

Tab Roles

Role SAP_CRM_ECO_ISE_TU_B2B

Tab Profiles

Profile T_AC630025

9. Choose Save .

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 B2CInternet Customer Self-Service as a reference for new Internet users.

Procedure


SAP CRM Creating an ICSS Reference User






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

Password



Tab Roles

Role SAP_CRM_ECO_ISE_WU_B2C

Role SAP_CRM_ECO_ISA_WU_B2C

Tab Profiles

Profile T_AC630030

Profile T_AC630055

4. Choose Save .

3.2.1.6 Setting Up Internet Users for B2C

Use

You 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 contactperson.This structure gives you the option of defining personalization, workflow and specific userroles.Administration of this user is possible via role maintenance for Internet users in the businesspartner master data.This user scenario is the recommended configuration setting.

Procedure


SAP CRM Set Up Registration Process


IMG Path Customer Relationship Management → E-Commerce → Basic

Settings for E-Commerce → Internet User → Internet User

Settings → Set Up Internet Users (B2C)

2. Check if the following entry exists:



Field Entry Field Name

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

3. Choose Save .

Result

The recommended user scenario (SU01) has been selected.

3.2.1.7 Setting Up Registration Process for B2C

Use

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

Procedure


SAP CRM Setting Up Registration ProcessTransaction Code SPRO


Service → Internet Customer Self-Service → Set UpRegistration 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 forWorkflow has to be set if a workflow process shall be triggered. This is usually ane-mail after the system administrator verifies the validity of the user.

Currently there are no standard SAP workflows for the E-Commerce InternetCustomer Self-Service existing. This has been left to the discretion of anycustomer.

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

3.2.1.8 Assigning a Reference User Variable for InternetUsers for B2C

Use

In 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 CustomerSelf-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 arefirstly 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 inadvance using the user administration environment (SU01).

Procedure


SAP CRM Assigning a Reference User Variable for Internet Users


IMG Path Customer Relationship Management → E-Commerce → Basic

Settings for E-Commerce → Internet User → Internet User

Settings → Assign Reference User Variable for Internet Users(B2C)



Field Name Field EntryVariable $INTERNETUSR

Ref. User YBP_ICSS_REF


Result

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

3.2.1.9 Configuring Field Attributes for Each Client

Use

In 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 theinput screen for master data is derived from this link.

Check the attributes delivered, and maintain the following changes.

Procedure


SAP CRM Configuring Field Attributes for Each Client


IMG Path 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 Fieldgrp

Hide Req.entry

Opt.entry

Display Not spec.

Attribute 10 1090

R/3 AccountGroup

1072

8. Choose Save .

3.2.2 Transaction Settings for E-Service Processes

3.2.2.1 Defining Status Profile for ICSS

Use

When the Internet user creates a complaint or a service request in the web, he can alsocheck 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 isavailable (or you can create a new one) which also has to be assigned to the correspondingservice transaction.

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

SAP CRM Checking Status Profile for ICSS


IMG Path Customer Relationship Management → E-Commerce → E-Service→ Internet Customer Self-Service→ Define and AssignStatus Profile for ICSS

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

Status profile Text Lang.

CRMCOMPL SAP CRM Complaints DE

CRMICSS1 SAP CRM Srvce ICSS w/ Assgmnt DE

3. Mark each status profile and choose Details to check if the status profile contains the userstatus you need.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 performthe 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


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

Use

In this activity, you define partner determination procedures that the system uses toautomatically enter partners in business transactions. The partner functions and accesssequences you have defined are brought together here.

Procedure


SAP CRM Defining Partner Determination Procedure


IMG Path Customer Relationship Management Basic Functions PartnerProcessing 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 (ENand DE), you need to maintain translation-sensitive data (descriptions, titles, textsetc.) twice, after having logged on the system with the appropriate language (ENand/or DE).

3. Maintain the following entries:


Procedure Y0000033

Description BP Service Header ICSS (EN);BP 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 .10. Maintain the following entries:

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 usingProduct or Rule

Determination tm. Recurring

Characteristics Gr Generally Valid Group

11. Double-click on folder User Interface Settings .

12. Maintain the following entry:



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


Partner Function 00000002Ship-To Party (CRM)

Changeable (if…)


No. of Occurrences (Highest) 1Changeable addr.

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



16. Choose Save .

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




Field Name Entries


Partner Function 00000014Employee Responsible (CRM)

Changeable (if…)


No. of Occurrences (Highest) 1

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

Use

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

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 defaultsettings- only the settings listed below will be changed.

Procedure1. To carry out the activity, choose one of the following navigation options:

SAP CRM Defining Transaction Type for ICSS Service Request


IMG Path Customer Relationship Management Transactions BasicSettings 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 theothers unchanged):

Field Name Entry

Trans. Type YCSS - BP Service - ICSS

General

Description Best Practices Service Request ICSS (EN);Best Practices Serviceanforderung ICSS (DE)

Profiles

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

Status profile YCRICSS1

Activity – Customizing header level



Field Name Entry

Category URL Internet

4. Choose Enter .

5. Confirm the following information message.

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

3.2.2.4 Defining Item Category Determination

Use

The purpose of this activity is to define, per business transaction category and item categorygroup, which item categories the system defaults for processing business transactions. At thesame time, you can define which item categories can alternatively be entered manually forsystem default. There are a maximum of three alternative item categories possible.

Procedure


SAP CRM Defining Item Category Determination


IMG Path Customer Relationship Management Transactions BasicSettings 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 maintainthe following entry:

Field Name Value

Trans. Type YCSS (BP Service - ICSS)

5. Choose Enter and repeat step 4 until all i tem category determinations of transaction typeICSS 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 DeterminationItem 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.

Result



All necessary item category determinations for the new transaction type YCSS (BP ServiceICSS ) have been defined.

3.2.2.5 Defining Copy Control for Transaction Type

Use

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

Procedure


SAP CRM Defining Copy Control for Transaction Type


IMG Path Customer Relationship Management Transactions BasicSettings Copying Control for Business Transactions DefineCopying 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.

3.2.2.6 Assigning Item Category for Billing

Use

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

Prerequisites

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

Procedure

1. Access the activity using the following navigation options:

SAP CRM Assigning Item Category for Billing

Transaction Code BEA_ITC_DET

IMG Menu Customer Relationship Management Billing Item CategoryDetermination 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 .

Result

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

3.2.2.7 Defining Transaction Types for the Internet

Use

With this activity you define and assign the necessary transaction types for all E-CommerceInternet Customer Self-Service processes being part of SAP Best Practices for CRM .

Prerequisites

The additional transaction type YCOM (BP Complaints) has already been created.

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

Procedure


SAP CRM Defining Transaction Type for the Internet



Service → Internet Customer Self Service → Set Up Internet

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

SubjectProfile

TxtType

RTxtTyp

Description

S1 ServiceRequest

ICSS SERVICE S001 Service Request

S3 InformationRequest

SRVO SERVICE S001 InformationRequest

3. To create additional transaction types being used in the E-Service scenarios choose NewEntries and add the following values:

Trans.Type

Description Trans.Type

SubjectProfile

TxtType

RTxtTyp

Description

YS1 BP Serv.Request ICSS

YCSS SERVICE S001 BP ServiceRequest for ICSS

YS4 BP ComplaintICSS

YCOM COMPLAINT C001 BP Complaint forICSS

4. Choose Save .

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



Result

The 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-Servicecomplaint you have to carry out some adaptations in the subject profile.

3.2.3.1 Maintaining Code Group Profile Level

Use

In 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 catalogmay 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

Procedure


SAP CRM Maintaining Code Group Profile Level


IMG Path 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 forSubject Profile in the dialog structure.

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

Catalog CdGrpPrfle CdPrfleTxt Level

Request (C4) COMPLAINT Customer Request Level 1

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



3.3 Master Data Creation

3.3.1 Frequently Asked Questions (FAQs)

3.3.1.1 Assigning Frequently Asked Questions to Product

Use

You assign question(s) and solution(s) to your appropriate product(s) and give a descriptionfor FAQs.

Procedure


SAP CRM Assigning Frequently Asked Questions to Product

Transaction Code CRMD_IIA_FAQ

SAP Menu Service → Enterprise Intelligence → Solution Database → Maintain Frequently Asked Questions

2. Select the appropriate product (e.g., C20010 Trading good 1) and choose Continue .

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

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

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

5. Highlight one problem and choose Copy .


7. On screen SDB Refine Hit List – Select Problems mark the appropriate problem andchoose Link Selected Problem .

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 mainfrequently asked question (e.g.; “How can I change the colors of a monitor?”).

9. Choose Save .

Depending on the language you are logged in, the link between product andFAQs is created.

Restart the JAVA application.

Result

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



3.3.2 Product Catalogs

Use

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

Prerequisites

Perform the following steps in the CRM system for each product available in the productcatalog that is used for product registration:

(a) Check if set type PRREF (Permitted Object Categories) is existing (using transactionCOMM_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 beavailable in the product catalog for product registration. There should be only one productcategory.

(c) Check if at least one category has got the set type PRREF assigned (using transactionCOMM_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 assignedyou 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 relevantproduct(s) (e.g., to category MAT_HAWA, being a category of hierarchyR3PRODSTYP).

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

3.3.2.1 Defining Country Groups

Use

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

Procedure


SAP CRM Defining Country Groups


IMG path Customer Relationship Management E-Commerce E- Selling Define Country Groups


3. Make the following entries:

Country Group Description

Y001 US

Y002 EU Countries



4. Select your country group.

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


7. Type in the country key directly or use the input help to select the relevant country keys.

Country group Y001 Country group Y002

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 (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 (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 theiraddress when registering in the Web Shop.

10. Choose Save .



3.3.2.2 Maintaining the Product Catalog

3.3.2.2.1 Creating Product Catalogs

Use

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

For the E-Service scenarios you need at least two different product catalogs.One of them should contain all products, the other all services.

Prerequisites

Please make sure that all settings for the product catalog and the product catalog replicationhave been done successfully (see appropriate chapters in the Configuration Guide of buildingblock C71 CRM Connectivity ).

Procedure


SAP CRM Creating Product Catalogs

Transaction code COMM_PCAT_ADM

SAP 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 maintaindescriptions 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 createdthe 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 (EN)BP PC für ICSS Produkte (DE)

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

Description BP PC for ICSS Services (EN)BP PC für ICSS Services (DE)

Basic Data

Valid From <today>

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

Choose Enter and Save .

Result

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

3.3.2.2.2 Creating Catalog Variants for Products

Use

The catalog variants enable you to determine the specifications of the catalog to bepublished.

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

Procedure


SAP CRM Creating Catalog Variants for Products



2. In the Product Catalog field, enter Y_BP_PC_ICSS_PRODUCTS.

3. Choose Change .

4. To create the catalog variants, go to the screen area Variants .

5. In the field Maint. language, specify the language in which you want to maintain thecatalog variant data.

6. Make the following entries:

Field name Value (Example) Value (Example)

Catalog Variant ICSS_PRODUCT01 ICSS_PRODUCT02

Description ICSS_PRODUCT01(EN) ICSS_PRODUCT02 (DE)

Language English German

Currency <variable>, EUR or USD <variable>, EUR or USD

Sales organization <sales organization>for example, BP_sales

<sales organization>for example, BP_sales

Distribution channel <distribution channel>for example, 01

<distribution channel>for example, 01




Pricing Procedure <pricing procedure>RVAA01 (Germany),RVAXUD (US)

<pricing procedure>RVAA01 (Germany),RVAXUD (US)

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

Valid from (optional) (optional)

Valid to (optional) (optional)7. Choose Save .

3.3.2.2.3 Creating Catalog Variants for Services

Use

The catalog variants enable you to determine the specifications of the catalog to bepublished.

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

Procedure1. Access the activity using the following navigation options:

SAP CRM Creating Catalog Variants for Services



2. In the Product Catalog field, enter Y_BP_PC_ICSS_SERVICES.

3. Choose Change .

4. To create the catalog variants, go to the screen area Variants .

5. In the field Maint. language, specify the language in which you want to maintain the

catalog variant data.6. Make the following entries:


Catalog Variant ICSS_SERCIVE01 ICSS_SERCIVE02

Description ICSS_SERCIVE01(EN) ICSS_SERCIVE02 (DE)

Language English German

Currency <variable>, EUR or USD <variable>, EUR or USD

Service organization <service organization> forexample BP_SERVC

<service organization> forexample BP_SERVC

Sales organization <sales organization>

for example, BP_sales

<sales organization>

for example, BP_sales

Distribution channel <distribution channel>for example, 01

<distribution channel>for example, 01

Pricing Procedure <pricing procedure>for example Y3SRVV

<pricing procedure> forexample Y3SRVV

UoM type (Unit ofmeasure)

Base unit of measure Base unit of measure

Valid from (optional) (optional)

Valid to (optional) (optional)



7. Choose Save.

3.3.2.2.4 Creating Catalog Areas

Use

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

Procedure


SAP CRM Creating Catalog Areas



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

3. Choose Change .

4. To create catalog areas, from the screen area Object name, select the node Product

Catalog and click the right mouse button. Choose Create Subarea .5. In the field Catalog area, enter a name for your Catalog Area.

6. In the field Description, enter a <Description> for the catalog area.Note: To access these areas within the Web Shop you have to maintain a separatelanguage variant of the description for each area in every language that is used to log onto your Web Shop. Using the language key, you can create descriptions in differentlanguages.

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

7. At header data area you can assign documents (pictures) to the catalog area, select theDocuments 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, select Sub area or Adjacent area .

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 (English)Produktbereich (Deutsch)

Field Name Value


Catalog Area SERVICE AREA

Description Service Area(English)Servicebereich (Deutsch)



3.3.2.2.5 Assigning Products to the Product Catalog

Use

After 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 catalogvariants.

Procedure1. Access the activity using the following navigation options:

SAP CRM Assigning Products to the Product Catalog




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 alllevels.

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 sameassignment of a sales organization as the product.

10. Choose Save .

Field Name Value


Assigned Products

Product ID Product Description



C20012 Trading good 3C20020 Trading good 4



11. Choose Save .



3.3.2.2.6 Assigning Services to the Product Catalog

Use

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

Procedure


SAP CRM Assigning Products to the Product Catalog




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 alllevels.

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 sameassignment of a sales organization as the product.

10. Choose Save .

Field Name Value


Assigned Products

Product ID Product Description

CSSRV_01 Maintenance

CSSRV_02 Repair

CSSRV_03 Monitor Repair

CSSRV_04 Printer Repair

11. Choose Save .

3.3.2.2.7 Activating the Product Catalog for Publication

Use

To publish your product catalog, you must activate the following parts of the product catalog:

• Catalog header



• Catalog variants

• Catalog areas

• Catalog sub areas

• Product item level

Procedure


SAP CRM Activating the Product Catalog for Publication



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

3. Choose Change .

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

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

6. Expand Header Data by choosing the Expand data area Button 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.

8. Choose Save .

Field Name Value



3.3.2.2.8 Replicating Product Catalog Contents Initially

Use

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

Procedure


SAP CRM Replicating Product Catalog Contents In

Transaction code COMM_PCAT_IMS_INIT

SAP Menu Master Data Product Catalog Initial Replication

2. In the screen areas Input parameters and Run parameters , enter the following data:



Field name Entry

Product catalog <Product Catalog>

Variant (empty = all) No entry

Search serverrelation

<search server relation>

(name as defined in the transaction SRMO)

Publishing computer

ID

<publishing computer ID>

(name as defined in Customizing – set targets for publishing)

Force Overwriting ofIndexes

selected

3. Choose Execute (F8).

Field Name Value

<Product Catalog> Y_BP_PC_ICSS_PRODUCTS

<Product Catalog> Y_BP_PC_ICSS_SERVICES

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

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

3.3.2.2.9 Delta Replication of the Product Catalog

Use

Changes to the Product Catalog (e.g. adding new products, assigning images, defining views)

are not automatically transferred to the Web Server. A replication of the delta information isnecessary.

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

Procedure


SAP CRM Delta Replication of the Product Catalog

Transaction code COMM_PCAT_IMS_UPDA

SAP Menu Master Data Product Catalog Update Replication


Field name Entry

Product catalog <Product Catalog>

Variant (empty = all) No entry

3. Choose Execute (F8).

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



3.3.2.3 Maintaining Product Catalog Usage

Use

In this activity, you set up the product catalog used in the E-Commerce Internet CustomerSelf-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 chapterExtended Configuration Management (XCM ).

Procedure


SAP CRM Maintaining Product Catalog Usage


IMG Path Customer Relationship Management → E-Commerce 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:

Indicator Product Catalog Catalog Variant

1000 Y_BP_PC_ICSS_PRODUCTS ICSS_PRODUCT01

2000 Y_BP_PC_ICSS_SERVICES ICSS_SERCIVE01

3. Choose Save .

Result

Now you have created the product catalog connection between the web application and theback end.



3.4 Extended Configuration Management (XCM)

Use

The Extended Configuration Management (XCM) Administrator is the configuration tool forthe 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/index.jsp )

• One for the B2C Scenario for E-Service(URL: http://<host>:<port>/icss_b2c/admin/index.jsp ).

3.4.1 Assigning J2EE Admin Role to User Profile

Use

Before you can maintain the XCM, you have to assign to your su01 user a special profile thatallows you the access to XCM.

Procedure

1. Access the activity using the following navigation option:

SAP CRM Assigning J2EE Role to User Profile

Transaction code SU01

SAP Menu Architecture and Technology Administration SystemAdministration User Maintenance Users

2. Enter your User and choose Change .

3. Choose the tab Roles .

4. Enter additional Role SAP_J2EE_ADMIN.

5. Choose Save .

3.4.2 XCM Configuration for User Administration

Use

Before you create a user, you have to define your customer configuration and set up theparameters for the user administration.

Procedure


Web browser XCM Configuration for User Administration

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

Username <Your User>

Password <your Password>

2. Select the pre-configured SAP Configuration:



XCM Menu Start Application Configurations SAP isauseradmStandard

3. Choose Edit .

4. Enter the configuration name in the field Create customer configuration based on thisSAP application configuration , for example =<yourscenario> (the name of configuration iscase- sensitive).

5. Choose Create .

6. Assign a value to a configuration parameter jcodata by selecting the appropriate valuefrom the dropdown list box.

If the parameter jcodata doesn’t exist, you can create it in the folder Components Customer jco, which is described below.

7. Restart the Java application now or after the next section Maintaining JCO Data.

8. Choose Advanced Settings: Display.

9. Change entry usertype to CRM SU01 UserID if you don’t want to use UME.

10. Choose Save Configuration.

3.4.3 Maintaining the JCO Component

Procedure


Web browser Maintaining JCO Component

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

Username <Your User>

Password <your Password>

2. Access the JCo Component:

XCM Menu Start Components Customer jco

3. Enter the required data, for example:

Name Description

Client The client used to log on to the SAP system,

Group Group (for example, PUBLIC)

lang Language (for example, en)

Maxcon Maximum size of SAP Java Connector pool

mshost Message server host name

passwd Password for SAP system. This password is encrypted when it isstored.

r3name System ID (for example, IDES)

User User name (for example, weblogin)

4. Choose Save configuration .

5. Restart the Java application.



3.4.4 Creating the User for Web Shop Manager

Use

In order to create or maintain an Internet User you need a user with the authorization roleWeb Shop Manager: SAP_CRM_ISA_WEBSHOP_MANAGER.

Procedure


SAP CRM Creating the User for Web Shop Manager



2. In the User field, enter WEBADMIN.

3. Choose Create (F8).


Address tab

Last Name Web Shop Manager

E-Mail A valid e-mail address which appears as sender of user andpassword

Comm. Method E-Mail

Logon data tab

Alias WEBADMIN

The alias is required for the determination of the User by logon to

the Web-Management.

User type Dialog

Password Initial ( at the first logon change password to welcome)

Roles tab

Role SAP_CRM_ISA_WEBSHOP_MANAGER

5. Choose Save .

3.4.5 Creating Internet Users

Use

There are two different ways to create B2B internet users to log on to the E-CommerceInternet Customer Self-Service. It is your choice which way you want to choose.

You can use the Web User Interface or you can you the Business Partner Maintenance in theCRM system.

For the Web User Interface we describe how to create an internet user for a contact personthat already exists for a customer and how to create internet users for new contact persons atthe customer side.



For the Business Partner Maintenance in the CRM system we describe how to create for aninternet user for an already existing contact person.

3.4.5.1 Creating Internet Users with the Web User Interface

3.4.5.1.1 Creating Internet Users for Existing Contact

Persons

Prerequisites

The contact persons in the CRM system have maintained the contact person relationshipgeneral data. The e-mail address is important.

Use

You have to use the User administration with the authorization web shop manager or acustomer company super user for creating Internet Users.

Procedure

1. Access the activity using the following navigation option:Webbrowser

Creating an Internet User for Business Partner

URL http://<host>:<port>/isauseradm/useradmin/init.do?scenario.xcm=<yourscenario>

2. Log on to the Web User Management with the above-created user/password (forexample, Web Shop Manager user/password).

3. Choose Create new user s.

4. Go to section Create New User for Existing Contact Person Create .

5. Select the relevant Contact Person and choose Copy .

6. Enter the User ID of the user.

7. Assign the authorization, select ISE_B2B and choose .

8. Choose Continue.

9. Choose Create.

You get a new initial password and have to pass on the access data to the Internet user.The first time you log on to the Web shop you have to change this.

10. Choose Exit .

The e-mail address for the contact person must be maintained in section Checking e-mailaddress for Contact Person .

If you try to create an order in the Web shop and get a runtime error, the problem is that theuser and the sold-to-party have different format settings (for example, date). You have to usethe same format as the sold-to-party. You can set this up via transaction code SU01 in theCRM system.

For example: The user with alias Chung_egon is created based on the Web User interface.After creating the user, you have to log on to the CRM system (SAP GUI). Start SU01 andsearch for the alias Chung_egon and go to the tab Defaults, then set the Decimal Notation

with the format for country US and Date Format . Save thedata.



3.4.5.1.2 Creating Internet Users for new Contact Persons

Please check the Delta Guide.

Use

You have to use the User administration with the authorization web shop manager or a

customer company super user for creating Internet Users.

Procedure


Webbrowser

Creating an Internet User for Business Partner

URL http://<host>:<port>/isauseradm/useradmin/init.do?scenario.xcm=<yourscenario>

2. Log on to the Web User Management with the above-created user/password (forexample, Web Shop Manager user/password).

3. Choose Create New User s.

4. Enter the User ID; E-mail of the user.

5. Assign the companies; by clicking the link Company search you can also search for thecompany of the User or display all. Then select the company, and adopt the selectedcompany.

6. Assign the authorization ISE_B2B and choose .

7. Select via the drop down list the Form of Address/Title, for example, Mr.

8. Enter the First Name/Name.

9. Choose Continue.

10. Select company address and enter the communication data: language, telephone, fax.

11. Choose Create.

12. You get a new initial password and have to pass on the access data to the Internet user.The first time you log on to the Web shop you have to change this.

If you try to create an order in the Web shop and get a runtime error. The problem is that theuser and the sold-to-party have different format settings (for example, date). You have to usethe same format as the sold-to-party. You can set this up via transaction code SU01 in theCRM system.

For example: The user with alias Chung_egon is created based on the Web User interface.After creating the user, you have to log on to the CRM system (SAP GUI). Start SU01 andsearch for the alias Chung_egon and go to the tab Defaults, then set the Decimal Notation

with the format for country US and Date Format . Save thedata.

3.4.5.2 Creating Internet Users via Business PartnerMaintenance

Use

This is the procedure to create internet users for contact persons, which already exist in theECC system.



Procedure


SAP CRM Creating Contact Persons for Business Partners

Transaction code BP

SAP Menu Master Data Business Partner Maintain Business Partner

2. Search the Contact Person for which you want to create an Internet User.3. Go to the General Data Page and choose Change .

4. In the field Change in BP Role , choose the Internet User (New) role.

5. Go to the Internet User tab.

6. Enter the Internet User and Password . The Internet User field corresponds to the Aliasfield in SU01 User Maintenance.

7. In User Roles , enter the role SAP_CRM_ECO_ISE_WU_B2B.

8. Choose Save .

Result

You can log on to the Web shop with the Internet User and Password you created.

3.4.5.3 Checking the Internet User Settings

Use

You must check that the Alias is maintained for the Internet User, if you are not using aPortal. Otherwise you can’t log on to ICSS. In the following chapter Maintaining the ICSSApplication Configuration the assignment of the usertype CRM_Standalone is done.

Depending on your user concept if you want to use the Alias or the User ID these are thechapters were you have to maintain the data according your decision.

Check that the date and the format settings or your internet user correspond to the settings ofyour system.

Procedure


SAP CRM Checking the Internet User Settings



2. Enter the User and choose Change.

3. If there are inconsistencies with the address maintain the required data. (Last Name, FirstName and E-Mail)

4. Go to the Logon data tab page.

5. Maintain the Alias.

6. Go to the Roles tab page.

7. Choose Display/Change , so that you are in display mode.

8. If the Role SAP_CRM_ECO_ISE_WU_B2B is red. Double click on the Role. Otherwisego to step 13.

9. Go to the User tab page.



10. Choose User comparison .

11. Choose Complete comparison .

12. Choose Back .

13. Go to the Defaults tab.

14. Choose Change , that you are in change mode.

15. Set the Decimal Notation and Date Format according your country settings. For example,

for country US and Date Format .

16. Choose Save .

3.4.6 B2B Scenario

Use

The XCM configuration is scenario-dependent. For that reason use the B2B link just for theconfiguration 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 somedifferences as well.

Procedure

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

Web browser Extended Configuration Management (XCM)

URL http://<host>:<port>/icss_b2b/admin/index.jsp

User name <Your CRM User>

Password <Your CRM Password >

2. Click on XCM Administration to start the configuration tool.

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

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

• 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 necessarychanges are described in this guide.

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

the SAP area!

When changing a XCM setting, the orange row indicates that value is derivedfrom base configuration and has been changed by the customer.



3.4.7 General Settings

3.4.7.1 Maintaining LWC Component

Use

The purpose of this activity is to maintain the general web application scope settings for LiveWeb Collaboration. The LWC component contains the configuration needed for running Live

Web Collaboration. It contains configuration for Email functionality, JMS, routing of customersrequests, and other third party product configuration.

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

Procedure


Web browser Maintaining LWC Component

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

Username <Your CRM User>


2. Select the pre-configured SAP configuration from the dialog structure on the left handside:

XCM MenuStart General Application Settings Customer lwc lwcconfig

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 parameterson 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 yourcustomers should be sent to>

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



3.4.8 Components

Use

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

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

• PRODUCT_REGISTRATION

• REQUESTS

• IBASE_SELECTION

• EMAILSIZE

• FORGOT_PASSWORD_FORM

• IBASE

• SOLUTION_SEARCH

• ATTACHMENTS

• Ims

• USER_ID

•

FIRST_FUNCTION• MIME_TYPES_ICONS

• PRODUCT_SELECTION

3.4.8.1 Checking Available Functions Component

Use

The Functions Available component contains parameters for enabling or disabling variousfunctions.

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

configuration.

Procedure


Web browser Checking Available Functions Component





XCM Menu Start Components SAP AVAILABLE_FUNCTIONS AVAILABLE_FUNCTIONSdefault

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

4. If not, create a new customer component configuration with BP_FUNCTIONS asConfiguration Name :

XCM Menu Start Components Customer FUNCTIONS_AVAILABLE




3.4.8.2 Maintaining Product Catalog Component

Use

The purpose of this activity is to make sure that the entries maintained in component ProductCatalog correspond with those entries made in the ABAP customizing (see chapterMaintaining Catalog Usage ).

Corresponding IMG path 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 already are replicated.

Procedure


Web browser Maintaining Product Catalog Component




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

XCM Menu Start Components Customer product_catalog

3. To create a new component configuration, type in BP_PRODUCT_CATALOG as Name andchoose 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



3.4.8.3 Maintaining Service Contract Component

Use

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

Procedure




Web browser Maintaining Service Contract Component





XCM Menu Start Components Customer service_contract 3. To create a new component configuration, type in BP_SERVICE_CONTRACT as

Configuration Name and choose Create .

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

Field name Value

Page 1-3

DISPLAY_B2B_B2C * B2B

DISPLAY_LIST_COLUMN_1_DETAIL_ENABLE 1






ITEM_DISPLAY_LIST_COLUMN_2_DETAIL_ENABLE 1

ITEM_ DISPLAY_LIST_COLUMN_3_DETAIL_ENABLE 1

ITEM _DISPLAY_LIST_COLUMN_3_SORT_ENABLE 1

ITEM _DISPLAY_LIST_COLUMN_4_DETAIL_ENABLE 1

ITEM _DISPLAY_LIST_COLUMN_4_SORT_ENABLE 1



* If you run both scenarios for E-Commerce Internet Customer Self-Service, B2Band B2C, you need to maintain field SR_CONF_DISPLAY_B2B_B2C in bothenvironments: in the XCM environment for B2B (value: B2B) and for B2C (value:B2C).



3.4.8.4 Maintaining Service Request Component

Use

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




Up Internet Transactions → Define Transaction Types for the Internet (Without WebRequests)).

Procedure


Web browser Maintaining Service Request Component





XCM Menu Start Components Customer SERVICE_REQUEST

3. To create a new component configuration, type in BP_SERVICE_REQUEST asConfiguration Name and choose Create .


Field name ValuePage 1

CREATE_INFOREQ_TYPE S3

CREATE_SERVREQ_TYPE YS1

DISPLAY_B2B_B2C: B2B


Page 2



* If you run both scenarios for E-Service, B2B and B2C, you need to maintainfield SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCMenvironment for B2B (value: B2B) and for B2C (value: B2C).



3.4.8.5 Maintaining Live Web Collaboration Component

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

Procedure


Web browser Maintaining Live Web Collaboration Component







XCM Menu Start Components Customer Live_Web_Collaboration

3. To create a new component configuration, type in BP_ICSS_LWC_ENABLE asConfiguration Name and choose Create .

4. Maintain the following entry using the input help:

Field name Value

lwc_enable 1



3.4.8.6 Maintaining Complaint Component

Use

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

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



Procedure


Web browser Maintaining Complaint Component





XCM Menu Start Components Customer COMPLAINT

3. To create a new component configuration, type in BP_COMPLAINT as ConfigurationName and choose Create .




Field name Value

Page 1

CREATE_TRANS_TYPE YS4

DISPLAY_B2B_B2C * B2B

DISPLAY_I_LIST_COLUMN_1 COMPLAINT_ITEM_PRODUCT




3.4.8.7 Maintaining JCO Component

Use

The configuration of this component is used by the SAP Java Connector (JCO) for thecommunication / data exchange between the SAP system (ABAP) and the JAVAenvironment.

You get the correct entries from your system administrator.

Procedure


Web browser Maintaining JCO Component





XCM Menu Start Components Customer jco

3. To create a new component configuration, type in BP_JCO_<systemID>_<client> asConfiguration Name and choose Create .

4. Maintain the following entry using the input help:

Field name Value

client <your relevant client of your CRM system>

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 * Z_SERVICE



Field name Value

passwd * <Password for CRM system / client>

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

*See chapter Creating an Internet User Master Record .



3.4.9 Application Configurations

3.4.9.1 Maintaining the ICSS Application Configuration

Use

An application configuration defines the behavior of the application.

The purpose of this activity is to assign the various component configurations being defined

before (see chapter Components ) to the application configuration which you want to use asdefault configuration for your E-Service scenarios.

Procedure


Web browser Maintaining the ICSS Application Configuration





XCM Menu Start Application Configurations SAP icss_standard

3. To create a new application configuration, type in BP_<systemID>_<client> as Name

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 agreen 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 theassignment of the default configurations <component>default ):

Param. Name Value

jcodata BP_JCO_<systemID>_<client>

complaint BP_COMPLAINT

service_request BP_SERVICE_REQUEST



Param. Name Value

service_contract BP_SERVICE_CONTRACT

register BP_REGISTER (only for B2C)

live_web_collaboration BP_ICSS_LWC_ENABLE

product_catalog BP_PRODUCT_CATALOG

6. Choose Display next to Advanced Settings.

Param. Name Value

usertype CRM_Standalone

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


8. Repeat these steps for the B2C configuration with the URL:

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

3.4.10 B2C Scenario

Use

The XCM configuration is scenario-dependent. For that reason use the B2B link just for theconfiguration 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 somedifferences as well.

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

For the B2C scenario, create the same component configurations that you did for the B2Bscenario before.

After that just maintain the following differences for certain component configurations.

Procedure

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

Web browser Extended Configuration Management (XCM)

URL http://<host>:<port>/icss_b2c /admin/index.jsp

User name Login User for CRM System

Password as used to login to the CRM System

Administration rights will be given by maintaining the specific role

‘SAP_J2EE_ADMIN’ within the SAP CRM Role Menu with transaction code‘SU01’ (enter additional role and ‘save’) System

2. Click on XCM Administration to start the configuration tool.

If you are using both scenarios B2B and B2C first maintain all settingsdescribed above for the B2B scenario also in the XCM Administration forB2C.



After that you can maintain the following configuration parametersadditionally in the XCM Administration for B2C.

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

3.4.11 Components

3.4.11.1 Maintaining Register Component

Use

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

Procedure


Web browser Maintaining Register Component

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




XCM Menu Start Components Customer REGISTER

3. First create a new component configuration BP_REGISTER like described for the B2Bscenario (see above).

4. Then adapt the following entry:

Field name Value

Default_COUNTRY CA

Default_LANGUAGE EN

Default_Scenario REGISTER_B2C_WITHOUT_ACCOUNT


3.4.11.2 Maintaining Service Contract Component

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

Procedure









XCM Menu Start Components Customer SERVICE_CONTRACT

3. First create a new component configuration BP_SERVICE_CONTRACT like described for

the B2B scenario (see above):4. Then adapt the following entry (use the scrolling buttons to navigate to the parameters on

the different pages):

Field name Value

Page 1

DISPLAY_B2B_B2C * B2C



3.4.11.3 Maintaining Service Request Component

Use

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



Procedure






2. Select the customer configuration from the dialog structure on the left hand side:XCM Menu Start Components Customer SERVICE_REQUEST

3. First create a new component configuration BP_SERVICE_REQUEST like described forthe B2B scenario (see above)

4. Then adapt the following entry (use the scrolling buttons to navigate to the parameters onthe different pages):

Field name Value

Page 1

CREATE_SERVREQ_TYPE YS1



Field name Value

Page 1

DISPLAY_B2B_B2C * B2C



3.4.11.4 Maintaining Component Complaint

Use

In the E-Commerce Internet Customer Self-Service, the Complaint function enables webusers 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 oftheir company.

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



Procedure







XCM Menu Start Components Customer COMPLAINT

3. First create a new component configuration BP_COMPLAINT like described for the B2Bscenario (see above)

4. Then adapt the following entry (use the scrolling buttons to navigate to the parameters onthe different pages):

Field name Value

Page 1

CREATE_TRANS_TYPE YS4

CONF_DISPLAY_B2B_B2C * B2C

DISPLAY_I_LIST_COLUMN_1 COMPLAINT_ITEM_PRODUCT





3.4.12 Restarting the J2EE Services

Use

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

Procedure

In order to be able to check a new XCM configuration setting in your system, the J2EEservices need to be restarted before (ask your system administrator).

CRM E Service

Documents

Transcript of CRM E Service