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SAP CRM 2007

September 2008
English

CRM E-Service (C74)


Building Block Configuration Guide

SAP AG
Dietmar-Hopp-Allee 16
69190 Walldorf
Germany

SAP Best Practices

CRM E-Service (C74) - Configuration Guide

Copyright
Copyright 2008 SAP AG. All rights reserved.
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SAP Best Practices

CRM E-Service (C74) - Configuration Guide

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Typographic Conventions
Type Style

Description

Example text

Words or characters that appear on the screen. These include field


names, screen titles, pushbuttons as well as menu names, paths and
options.
Cross-references to other documentation.

Example text

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

EXAMPLE TEXT

Names of elements in the system. These include report names,


program names, transaction codes, table names, and individual key
words of a programming language, when surrounded by body text, for
example, SELECT and INCLUDE.

Example text

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

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ENTER key.

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

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F2)

or the

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CRM E-Service (C74) - Configuration Guide

Contents
CRM E-Service - Configuration Guide......................................................................................7
1

Purpose............................................................................................................................. 7

Preparation........................................................................................................................ 7

2.1

Prerequisites............................................................................................................ 7

2.2

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

Configuration..................................................................................................................... 8
3.1

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

3.1.1

Products.............................................................................................................. 8

3.1.1.1

3.1.1.1.1

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

3.1.1.1.2

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

3.1.1.1.3

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

3.1.1.1.4

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

3.1.1.1.5

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

3.1.1.1.6

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

3.1.1.1.7

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

3.1.1.1.8

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

3.1.1.1.9

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

3.1.1.1.10

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

3.1.1.2
3.1.2

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

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

3.1.2.1
3.1.3

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

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

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

3.1.3.1

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

3.1.3.2

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

3.2

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

3.2.1

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

3.2.1.1

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

3.2.1.2

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

3.2.1.3

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

3.2.1.4

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

3.2.1.5

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

3.2.1.6

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

3.2.1.7

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

3.2.1.8

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

3.2.1.9

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

3.2.2

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

3.2.2.1

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

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3.2.2.2

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

3.2.2.3

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

3.2.2.4

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

3.2.2.5

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

3.2.2.6

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

3.2.2.7

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

3.2.3

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

3.2.3.1
3.3

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

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

3.3.1

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

3.3.1.1
3.3.2

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

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

3.3.2.1

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

3.3.2.2

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

3.3.2.3

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

3.3.2.4

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

3.3.2.5

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

3.3.2.6

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

3.3.2.7

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

3.3.2.8

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

3.3.2.9

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

3.3.2.10

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

3.3.2.11

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

3.3.2.12

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

3.3.3

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

3.3.3.1

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

3.3.3.2

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

3.4

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

3.4.1

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

3.4.1.1
3.4.2

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

3.4.2.1

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

3.4.2.1.1

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

3.4.2.1.2

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

3.4.2.2

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

Components............................................................................................. 58

3.4.2.2.1

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

3.4.2.2.2

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

3.4.2.2.3

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

3.4.2.2.4

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

3.4.2.2.5

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

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3.4.2.2.6

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

3.4.2.2.7

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

3.4.2.3

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

3.4.2.3.1
3.4.3

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

3.4.3.1.1
3.4.3.2
3.4.3.3

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

Components............................................................................................. 65

3.4.3.2.1

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

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

3.4.3.3.1

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

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

3.4.3.1

3.4.4

CRM E-Service (C74) - Configuration Guide

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

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

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CRM E-Service - Configuration Guide


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

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

2 Preparation
2.1

Prerequisites

Before starting with the installation of this building block, please have a look at the
document Quick Guide to Installing SAP Best Practices for CRM.
The Building Block CRM E-Service contains the entire necessary configuration which is basic
for the configuration of any E-Commerce Internet Customer Self-Service scenario.
In case of using an ECC system as back-end system please make sure that you have
successfully set up the relevant sections of the following building blocks:

B01 - CRM Generation

C71 - CRM Connectivity

C04 CRM WebClient User Interface

B09 - CRM Customizing Replication

C03 - CRM Master and Transaction Data Replication

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

C01 - CRM Organizational Model

C10 - CRM Central Master Data

B08 Cross-Topic Functions

C13 - CRM Service Master Data

C26 - CRM Service

C28 - CRM Complaints

2.2

SAP Notes

Before you begin the installation and configuration, read the relevant SAP Notes. These SAP
Notes contain important information for installation and configuration, and also corrections
concerning this building block.
Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP
Notes on the SAP Service Marketplace (http://service.sap.com/notes).

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SAP Note #

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Component

CRM E-Service (C74) - Configuration Guide


Description

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3 Configuration
3.1

Master Data Configuration

3.1.1

Products

Hierarchies and Categories

3.1.1.1.1

Defining Object Family

Use
In this activity you assign an object family to the Internet Customer Self-Service (ICSS)
product registration.
From a technical perspective, when a product is registered, an individual object is created
which refers to the registered product. Furthermore, the corresponding business partner
internet user as consumer (B2C) or internet user as contact of the company (B2B) is linked
to this individual object.
The following procedure describes the set up of the technical objects individual object,
product, product catalog, and warranty and the Customer Self-Service customizing.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Cross-Application Components SAP Product Objects


Define Object Families

2. Choose New Entries.


3. Enter the following values:
Field Name

Field Entry

Object family

YPR

Description

BP Product Registration ICSS (EN)


BP Produktregistrierung ICSS (DE)

Product Type

Material

Mobile

<no entry>

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

Result
You 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 Base
component of type Object in the Internet Customer Self-Service.

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

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel EService Internet Customer Self Service (ICSS) Installed
Base Object Family Usage

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

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 system
uses to automatically enter partners in business transactions. The partner functions and
access sequences you defined before were combined here.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Basic Functions


Partner Processing Define Partner Determination Procedure

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

Field Entry

Procedure

YBPICSS

Description

BP ICSS

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


4. Highlight the new procedure YBPICSS and double-click on view Procedure User.
5. Choose New Entries.
6. Select the following entry and choose Save:
Field Name

Field Entry

User

BUS1178 Product

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


8. Enter/select the following data:
Field Name

Field Entry

Partner Function

00000001 Sold-To Party (CRM)

Changeable (if Correct)


No of Occurrences (Highest)

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

Field Entry

Partner Function

00000015 Contact Person (CRM)

Changeable (if Correct)


No of Occurrences (Highest)

11. Choose Save.

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

3.1.1.1.4
Allowing Product References for Individual
Objects
Use
In this activity, you can activate the function to allow product data to be referenced by
individual objects (e.g., registered products).

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Cross Application Components SAP Product Basic


Settings Allow Product References for Individual Objects

2. Choose New Entries.


3. Activate checkbox ReferenceActive.
4. Choose Save.

Result
Product data can now be referenced by individual objects.

3.1.1.1.5

Creating Category for Individual Objects

Use

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This new object category is used for individual objects that are created when you, for
example, register products as part of an E-Commerce Internet Customer Self-Service
process.
The creation of new categories can be processed using the CRM WebClient.

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

Procedure
1. Access the activity using the following navigation option:
SAP CRM WebClient menu

Master Data Search: Product Hierarchies

2. Select product hierarchy R3PRODSTYP (Product Subtype) from the result list.
In case of setting up a standalone CRM system, choose hierarchy
YBPCRMPROD (with root category YBP_CRM_PRODTYPE) which has been
created before (for details see Configuration Guide of building block C09 CRM
Central Master Data Standalone).
3. You can ignore the system message Hierachy data must be maintained in original
system.
4. In assignment block Categories highlight root entry Product Subtype and choose Edit
Hierarchy.
(in case of setting up a CRM standalone system, highlight root category
YBP_CRM_PRODTYPE, for details see building block C09 - CRM Central Master Data
Standalone)
5. Choose New.
When creating new data manually for both languages (EN and DE), you need to
maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after
having logged on to the system with the appropriate language (EN and/or DE).
6. Enter the following data:
Column Name

Field Entry

Comment

Hierarchy Structure

YICSS

ID of new category

Category

BP E-Service ICSS

Description of new category

Product Type

Material

Object Family

BP Product Registration ICSS

See step Defining Object


Family

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

Field Entry

Product/Object Maintenance
Assignment Allowed
Documents Allowed
Prices Allowed
Partner Det. Procedure

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BP ICSS

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


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

Set Type

COMM_PR_SHTEXT

Descriptions

COM_COMMERCIAL

Business Data

Set types for one product type can be assigned only to (one or more categories
within) one hierarchy. If a set type is not offered in the possible entries help, it is
already assigned to (a category of) another hierarchy.
10. In assignment block Category Descriptions choose Edit List and add the category
description for every required language:
When creating new data manually, you need to maintain related translationsensitive data (descriptions, titles, texts etc.) for each required language (e.g., EN
and DE) in addition.
Language

Description

German (DE)

BP E-Service ICSS

Spanish (ES)

BP E-Service ICSS

French (FR)

E-Service ICSS BP

Portuguese (PT)

BP E-Service ICSS

Russian (RU)

E-Service ICSS

Chinese (ZH)

BP ICSS

Turkish (TR)

BP E-Hizmet ICSS

Dutch (NL)

BP E-Service ICSS

Czech (CS)

BP E-Servis ICSS

Italian (IT)

BP E-Service ICSS

Polish (PL)

BP E-Serwis ICSS

11. Save your entries.


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

3.1.1.1.6

Maintaining Category for Sales Products

Use
(1) You need to assign set type PRREF to product category MAT_HAWA in order to allow the
input of Permitted Object Categories in the master data of any product related to category
MAT_HAWA.
The background of this activity is the following idea:

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Every product should belong to a category

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

This activity enables you to assign the newly created category for individual objects (YICSS,
see chapter above) as permitted object category to all products which belong to category
MAT_HAWA and which shall be able to be registered in an ICSS process.
(2) You also need to assign relationship type PRDWTYS to product category MAT_HAWA in
order to allow the input of relationships of type warranty in the master data of any product
related to category MAT_HAWA.
The background of this activity is the following idea:

It should be possible to create a relationship to a product of type warranty for every


product of the category MAT_HAWA.

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

This activity enables you to assign a relationship of type warranty to all products of the
category MAT_HAWA.
These settings can be maintained using the CRM WebClient.

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

Procedure
1. Access the activity using the following navigation option:
SAP CRM WebClient menu

Master Data Search: Product Hierarchies

2. Select product hierarchy R3PRODSTYP (Product Subtype) from the result list.
3. You can ignore the system message Hierachy data must be maintained in original
system.
4. In assignment block Categories expand the following hierarchy structure:
MAT MAT_HAWA.
5. Highlight category MAT_HAWA Trading Goods in the structure.
6. On assignment block Assigned Set Types choose Edit List.
7. Choose Insert and assign the following set type:
Set Type ID

Set Type

PRREF

Permitted Object Categories

8. Expand assignment block Assigned Relationship Types and choose Edit List.
9. In column Relationship Type select type Warranties for Product using the input help.
10. Save your entries.

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

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

3.1.1.1.7

Creating Categories for FAQs

Use
With this activity you create categories for Frequently Asked Questions (FAQs).
The creation of new categories can be processed using the CRM WebClient.

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

Procedure
1. Access the activity using the following navigation option:
SAP CRM WebClient menu

Master Data Search: Product Hierarchies

2. Select product hierarchy R3PRODSTYP (Product Subtype) from the result list.
In case of setting up a standalone CRM system, choose hierarchy YBPCRMPROD
(with root category YBP_CRM_PRODTYPE) which has been created before (for
details see Configuration Guide of building block C09 CRM Central Master Data
Standalone).
3. You can ignore the system message Hierachy data must be maintained in original
system.

FAQ Category for Products


4. In assignment block Categories highlight root entry Product Subtype and choose Edit
Hierarchy.
(in case of setting up a CRM standalone system, highlight root category
YBP_CRM_PRODTYPE, for details see building block C09 - CRM Central Master Data
Standalone)
5. Choose New.
When creating new data manually for both languages (EN and DE), you need to
maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after
having logged on to the system with the appropriate language (EN and/or DE).
6. Enter the following data:
Column Name

Field Entry

Comment

Hierarchy Structure

YBPFAQ_PRODUCT

ID of new category

Category

BP FAQ Category for Products

Description of new category

Product Type

Material

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

Field Entry

Product/Object Maintenance
Assignment Allowed
8. In assignment block Category Descriptions choose Edit List and add the category
description for every required language:
When creating new data manually, you need to maintain related translationsensitive data (descriptions, titles, texts etc.) for each required language (e.g., EN
and DE) in addition.
Language

Description

German (DE)

BP FAQ Kategorie fr Produkte

Spanish (ES)

BP FAQ Categora para Productos

French (FR)

Catgorie FAQ BP pour produits

Portuguese (PT)

BP FAQ Categoria para produtos

Russian (RU)

FAQ

Chinese (ZH)

BP FAQ

Turkish (TR)

BP SSS rnler iin

Dutch (NL)

BP FAQ Categorie voor producten

Czech (CS)

BP FAQ Kategorie pro produkty

Italian (IT)

BP FAQ Categoria per prodotti

Polish (PL)

BP FAQ Kategoria dla produktu

9. Save your entries.

FAQ Category for Services


10. In assignment block Categories highlight root entry Product Subtype and choose Edit
Hierarchy.
11. Choose New.
12. Enter the following data:
Column Name

Field Entry

Comment

Hierarchy Structure

YBPFAQ_SERVICE

ID of new category

Category

BP FAQ Category for Services

Description of new category

Product Type

Service

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

Field Entry

Product/Object Maintenance
Assignment Allowed
14. Save your entries.

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15. In assignment block Category Descriptions choose Edit List and add the category
description for every required language:
When creating new data manually, you need to maintain related translationsensitive data (descriptions, titles, texts etc.) for each required language (e.g., EN
and DE) in addition.
Language

Description

German (DE)

BP FAQ Kategorie fr Services

Spanish (ES)

BP FAQ Categora para Servicios

French (FR)

Catgorie FAQ BP pour services

Portuguese (PT)

BP FAQ Categoria para serviios

Russian (RU)

FAQ

Chinese (ZH)

BP FAQ

Turkish (TR)

BP SSS Hizmetler iin

Dutch (NL)

BP FAQ Categorie voor services

Czech (CS)

BP FAQ Kategorie pro sluby

Italian (IT)

BP FAQ Categoria per servizios

Polish (PL)

BP FAQ Kategoria dla usug

16. Save your entries.

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 category
YICSS to application Internet Customer Self Service.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Cross Application Components SAP Product Product


Category Assign Category Hierarchies to Applications

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


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

Field Entry

Application

Internet Customer Self-Service

Hierarchy ID

R3PRODSTYP (Product Subtype)

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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 object
categories.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Cross-Application Components SAP Product Settings for


Product Type Number Assignment Define Number Ranges
for the Product Type Material

2. From the menu choose Group Maintain.


3. To define a new group, choose Group Insert from the menu.
4. Maintain the following values:
Field Name

Field Entry

Text

YBP_GROUP

From number

e.g., 00000000000000100000

To number

e.g., 00000000000000300000

Please take care for non overlapping number ranges otherwise you cannot
maintain and insert a new group
5. Choose Insert.
6. Choose Save and confirm the message.
7. To assign object category MAT_HAWA to the new group, perform the following steps:
8. In area Not assigned click on object category MAT_HAWA and choose
element.

Select

9. Activate the checkbox of your newly defined group YBP_GROUP and choose Assign
element group.
10. Repeat those steps for the new object category YICSS.
11. Choose Save.

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

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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 every
product which is defined as trading good and which shall be able to be registered by a
customer using the internet customer self-service.

Prerequisites
Object category YICSS has been created. All trading goods listed below have been
downloaded from the back-end system.
Check if the product category (of product hierarchy R3PRODSTYP) has been adapted like
described in section Maintaining Category for Sales Products and Defining Number Range.

Procedure
1. Access the activity using the following navigation option:
Transaction code

COMMPR01

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


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

Hierarchy ID

YICSS

R3PRODSTYP

Default

4. Choose Save.
5. Repeat those steps for every relevant product:

Example: Products
Material

Description

H11

Trading Good...

H12

Trading Good...

H13

Trading Good...

H20

Trading Good...

H21

Trading Good...

H22

Trading Good...

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

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Assigning Warranty to Products

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

Prerequisites
One or more warranties have been already created and assigned to an appropriate customer
installed base component.
Concerning the creation of a warranty profile and the assignment to an IBase component, see
chapter Warranties in the Configuration Guide of building block C13 CRM Service Master
Data.
You are logged on to the CRM WebClient UI as user power_user (with password welcome).

Procedure
1. Access the activity using the following navigation option:
SAP CRM WebClient menu

Master Data Search: Products

2. In the Search Criteria screen area search for the relevant products (use the same list of
products from the previous step).
3. Select the first relevant product.
4. Expand the assignment block Warranties and choose Edit List.
5. Choose Insert if necessary.
6. Maintain the following for each relevant product data (using the input help):
Field Name

Field Entry

Warranty ID

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

Warranty

BP Warranty Time Dependant

Valid From

<today>

Valid To

<today + 1 year>

Sales Organization

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

Distribution Channel

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

7. Save your assignment.

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

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3.1.2

CRM E-Service (C74) - Configuration Guide

Product Catalogs

Defining Catalog Type

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

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Master Data Product


Catalog Define Catalog Types

2. Choose New Entries.


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

Field Entry

Catalog Type

YSRV BP Service Catalog (EN)


YSRV BP Servicekatalog (DE)

Prod.Assignmnt

Manual and automatic product assignment

Usage

Sales catalog

Product Types Allowed


Material
Service
Text Determination Procedure
For Areas

S1

For Items

S1

Folder Template
For Areas

AUTO-AREA

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

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

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3.1.3

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Product Registration
Defining Field Selection

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

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel EService Internet Customer Self-Service Product
Registration Field Selection for Product Registration

2. Choose New Entries.


3. Maintain the following entries using the input help:
Category
Hierarchy ID

Category
ID

Set Type

Attribute

Manda
tory

R3PRODSTYP

YICSS

COM_COMMERCIAL

COM_PURCHASE_LOC

R3PRODSTYP

YICSS

COM_COMMERCIAL

COM_PURCH_DATE_TZ

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

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

Setting Up Partner Functions

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

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel EService 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)

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ICSS BP functions for product registration


Role

Modus

Function

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 that
are set within the partner determination of the object categories (see chapter
Defining Partner Determination Procedure).

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

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3.2

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Business Process Configuration

3.2.1

Internet User Setup


Setting Up E-Mail Addresses

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

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

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

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

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

Prerequisites
The system administrator has predefined the various e-mail addresses which are to be used
in the E-Commerce Internet Customer Self-Service scenarios (for example,
Info@<company>.com).
For testing purposes you can use real existing e-mail addresses (for example,
your own e-mail address).

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel EService Internet Customer Self-Service Set Up E-Mail
Addresses

2. Maintain the following values:


Field Name

Field Entry

Solution Search

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

New Password

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

Mail Recipient

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

SMTP Server

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

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

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

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Setting Up Roles for Web-based User Management

Use
You can use E-Commerce User Administration to assign authorizations using roles and
reference users.
In this activity, you can define roles that can be assigned in user administration for ECommerce Internet Customer Self-Service users.
These roles contain all of the authorizations that an Internet user requires in order to carry out
relevant activities.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel Basic


Settings Internet User Web-based User Management
Set Up Roles for Web-based User Management

2. Check the following entry:


Role

Preselection

SAP_CRM_ECO_ISE_WU_B2B

Role name

Description
in Web

ICSS role for Internet


users (B2B scenario)

ISE_B2B

3. Choose Save.

Updating Role Authorizations


Use
ICSS users will be created in the following sections.
These users need special authorizations. Therefore the following roles must be generated.
After the users were created, the roles will be assigned.
The authorizations of standard role SAP_CRM_ECO_ISE_TU_B2C, which is used for the
anonymous user for B2C, also needs to be adapted.

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

PFCG

SAP CRM menu

Architecture and Technology System Administration User


Maintenance Role Administration Roles

Authorization Profile Generation


2. To first generate the authorization profiles, run through the following procedure with each
of these roles:

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Roles

Users

SAP_CRM_ECO_ISE_WU_B2C

ICSS User for B2C (working unit)

SAP_CRM_ECO_ISE_WU_B2B

ICSS User for B2B (working unit)

SAP_CRM_ECO_ISE_TU_B2C

Internet User for B2C (technical unit)

SAP_CRM_ECO_ISE_TU_B2B

Internet User for B2B (technical unit)

3. In the Role field enter the role name.


4. Choose Change.
5. Choose the tab Authorizations.
6. Choose Change Authorization Data.
7. Choose

Generate.

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

Maintenance of Role SAP_CRM_ECO_ISE_TU_B2C


9. Enter role SAP_CRM_ECO_ISE_TU_B2C and choose Change.
10. Choose the tab Authorizations.
11. Choose Change Authorization Data.
12. Expand the authorization object hierarchy as follows:
Cross-application Authorization Objects Authorization Check for RFC Access.
13. Highlight object Authorization Check for RFC Access and choose button Manual entry of
authorization objects.
14. In the dialog box enter authorization object S_RFC and choose Continue.
15. Expand the structure of the new authorization object and click on the yellow
each entry to activate it. Then the icon turns to
green.
16. Save your entries and choose

icon of

Generate.

Result
All roles used for E-Service users have been updated.

Creating Anonymous Users for B2B and B2C

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

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

SU01

SAP CRM menu

Architecture and Technology System Administration User


Maintenance Users

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Anonymous User for B2C Scenario


2. Enter user ID Z_SERVICE and choose Create.
3. Maintain the following values (example data):
Field Name

Field Entry

Tab Address
Person
Last Name

User ICSS B2C

First Name

Service

Communication
Language

English

Tab Logon data


User Type

Service

Password
Initial password

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

Repeat password

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

Tab Roles
Role

SAP_CRM_ECO_ISE_TU_B2C

4. Choose Save and Back.

Anonymous User for B2B Scenario


5. Enter user ID W_SERVICE and choose Create.
6. Maintain the following values (example data):
Field Name

Field Entry

Tab Address
Person
Last Name

User ICSS B2B

First Name

Service

Communication
Language

English

Tab Logon data


User Type

Service

Password
Initial Password

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

Repeat Password

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

Tab Roles
Role

SAP_CRM_ECO_ISE_TU_B2B

7. Choose Save.

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Creating a Reference User for B2C

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

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

SU01

SAP CRM GUI menu

Architecture and Technology System Administration


User Maintenance Users

2. Enter user ID YBP_ICSS_REF and choose Create.


3. Maintain the following values (example):
Field Name

Field Entry

Tab Address
Person
Last Name

User ICSS

First Name

Reference

Communication
Language

English

Tab Logon data


User Type

Reference (Logon not possible)

Password
Initial Password

<your initial password>

Repeat Password

<your initial password>

Tab Roles
Role

SAP_CRM_ECO_ISE_WU_B2C

4. Choose Save.

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

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Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel Basic


Settings Internet User Internet User Settings Set Up
Internet Users (B2C)

2. Check if the following setting has been made:


Field Entry

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

3. Choose Save.

Result
The recommended user scenario (SU01) has been selected.

Setting Up Registration Process for B2C

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

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel EService Internet Customer Self-Service (ICSS) Set Up
Registration Process

2. Maintain the following entries using the input help:


Field Name

Field Entry

Grouping

Y6 (CRM Consumer)

Group.Org.

Y6 (CRM Consumer)

Generated PWord

User Password Generated

Workflow
3. Choose Save and select a customizing request if required.

The B2C scenarios are usually part of a workflow process. Therefore the flag for
Workflow has to be set if a workflow process shall be triggered. This is usually an
e-mail after the system administrator verifies the validity of the user.
Currently there are no standard SAP workflows for the E-Commerce Internet
Customer Self-Service existing. This has been left to the discretion of any
customer.

Result

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

Assigning a Reference User Variable for Internet


Users 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 Customer
Self-Service reference for new Internet users to be created (SU01). It is entered in the field
"Reference User" for the new user master record. The Internet user authorization checks are
firstly performed with reference to this user master record.
If there is no appropriate user master record existing in the system, you need to create one in
advance using the user administration environment (SU01).

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel Basic


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

2. Choose New Entries.


3. Maintain the following values:
Field Name

Field Entry

Variable

$INTERNETUSR

Ref. User

YBP_ICSS_REF

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

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

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 the
input screen for master data is derived from this link.

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Check the attributes delivered, and maintain the following changes.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Cross Application Components SAP Business Partner


Business Partner Relationships Basic Settings Field
Groupings Configure Field Attributes For Each Client

2. Choose New Entries.


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

Field Entry

App.Object

BUPA (SAP Business Partner)

4. Choose Save.
5. Highlight application object BUPA (SAP Business Partner) and choose Field Grouping.
6. Double-click data set CRM Classification (CRM040).
7. Check if the following settings exist:
Description

Field grp

Attribute 10

1090

R/3 Account Group

1072

Hide

Req.
entry

Opt.
entry

Display

Not spec.

8. Choose Save.

3.2.2

Settings for E-Service Processes


Defining Status Profile for ICSS

Use
When the Internet user creates a complaint or a service request in the web, he can also
check the current status of his request depending on the document workflow.
In order to display the right status you need to check, if an appropriate status profile is
available (or you can create a new one) which also has to be assigned to the corresponding
service transaction.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel EService Internet Customer Self-Service (ICSS) Define and
Assign Status Profile for ICSS

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

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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 user
status you need. For these profiles the short texts of the default settings in the CRM
system are maintained in German.
4. If you want to maintain the user status of those status profile also in language EN perform
the following steps:
5. Mark status profile CRMICSS1, choose Copy As and enter the following values:
Field Name

Field Entry

Status profile

YCRICSS1

Text

BP CRM Srvce ICSS w/ Assgmnt

Maintenance Language

EN

6. Choose Continue.
7. Repeat this step for status profile CRMCOMPL:
Field Name

Field Entry

Status profile

YCRCOMPL

Text

BP CRM Complaints

Maintenance Language

EN

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

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

Defining Partner Determination Procedure

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

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Basic Functions


Partner Processing Define Partner Determination Procedure

2. Mark the standard determination procedure for service headers 00000033 (SAP Service:
ICSS Header) and choose Copy As
When creating new data manually (not using the BC-Set) for both languages (EN
and DE), you need to maintain translation-sensitive data (descriptions, titles, texts

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etc.) twice, after having logged on to the system with the appropriate language
(EN and/or DE).
3. Maintain the following entries:
Field Name

Field Entry

Procedure

Y0000033

Description

BP Service Header ICSS


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)

No. of Occurrences (Highest)

Changeable addr.
Access sequence

0011 Organizational Data: Service Team using Product


or Rule

Determination tm.

Recurring

Characteristics Gr

Generally Valid Group

11. Double-click on folder User Interface Settings.


12. Maintain the following entry:
Field Name

Field Entry

PartnerDetProc

Y0000033 BP Service Header ICSS

Partner Function3

00000056 Service Employee Group (CRM)

13. Choose Save.


14. Double-click on folder Partner Functions in Procedure and choose New Entries.
15. Maintain the following entries:
Field Name

Entries

PartnerDetProc

Y0000033 (BP Service Header ICSS)

Partner Function

00000002
Ship-To Party (CRM)

Changeable (if)
No. of Occurrences (Lowest)

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Field Name

Entries

No. of Occurrences (Highest)

Changeable addr.
Access sequence

0005 Preceding Document -> Business Partner


Relationships: Sold-To Party -> Current P

Determination tm.

Recurring

Characteristics Gr

Generally Valid Group

16. Choose Save.


17. Select Function 00000014 Employee Responsible (CRM) and choose Details.
18. Maintain the following entries:
Field Name

Entries

PartnerDetProc

Y0000033 BP Service Header ICSS)

Partner Function

00000014 Employee Responsible (CRM)

Changeable (if)
No. of Occurrences (Lowest)

No. of Occurrences (Highest)

Changeable addr.
Access sequence

1001 Business Partner Relationships: Sold-To Party

Determination tm.

Recurring

Characteristics Gr

Generally Valid Group

19. Choose Save.

Defining Transaction Type for ICSS Service Request

Use
A transaction type defines the properties and characteristics of a business transaction (for
example, sales order, service request, sales call), and defines the control attributes (for
example, text determination procedure, partner determination procedure, status profile,
organizational data profile). A transaction type controls the processing of a specific business
transaction.
For creating a service order type copy the standard transaction type ICSS - SAP Service ICSS. Keep all the standard settings from the standard transaction type ICSS as default
settings- only the settings listed below will be changed.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Transactions Basic


Settings Define Transaction Types

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2. Select transaction type ICSS and choose Copy As


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

Entry

Trans. Type

YCSS - BP Service - ICSS

General
Description

BP Service Request ICSS (EN);


BP Serviceanforderung ICSS (DE)

Profiles
Partner Determ.Proc.

Y0000033 (BP Service Header ICSS)

Status profile

YCRICSS1

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


transaction category Business Activity.
5. Double-click on view Customizing header and maintain the following data:
Field Name

Entry

General
Category

URL

Default Data
Priority

5 Medium

Goal

001 Order Completion

Direction

0 Inbound

Subject Profile

ACT000001 Activity Reason

6. Choose Enter.
7. Confirm the following information message.
8. Choose Save and choose a customizing request if required.

Defining Item Category Determination

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

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Transactions Basic


Settings Define Item Category Determination

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


3. Choose Copy As

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

Value

Trans. Type

YCSS (BP Service - ICSS)

5. Choose Enter and repeat step 4 until all item category determinations of transaction type
ICSS were copied to the new transaction type YCSS.
6. Choose Save and select a customizing request if required.
7. Choose New Entries.
8. Maintain the values as shown in the following table.
Field Name

Value

Trans. Type

YCSS (BP Service - ICSS)

Item Cat. Group

Service Item (SRVO)

Item Category Determination


Item Category

YSRP (BP Service Item)

Alt. itm cat.1

SRVS (SAP Std Serv ProdItm)

Alt. itm cat.2

TAN (Sales Item)

Alt. itm cat.3

SRVM (SAP Spare Part Item)

9. Choose Save and Back.

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

Defining Copy Control for Transaction Type

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

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Transactions Basic


Settings Copying Control for Business Transactions Define
Copying Control for Transaction Types

2. To maintain the copy control for Service Request Service Confirmation, choose New
Entries.
3. Maintain the values as shown in the following table.
Field Name

Value

Source trans.

YCSS (BP Service ICSS)

Trans. type

YCON (BP Confirmation)

Copy Price Agreements

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4. Choose Save.
5. Choose Back twice.

Assigning Item Category for Billing

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

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

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

BEA_ITC_DET

SAP CRM IMG menu

Customer Relationship Management Billing Item Category


Determination Assign Item Categories

2. Mark CRMB and choose Copy to select CRM Billing as Billing Engine Application.
3. Choose New Entries and enter the following data (using the input help):
Source Process Cat.

Source Item Category

Billing Itm Category

YCSS

YSRP

YSCN

4. Choose Save.

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

Defining Transaction Types for the Internet

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

Prerequisites
The additional trancaction type YCOM (BP Complaints) has already been created.
See the Configuration Guides of building block C28 CRM Complaint, chapter Transaction
Settings (SAP CRM) with all its subchapters.

Procedure
1. Access the activity using the following navigation options:

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Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel EService 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

Subject
Profile

Txt
Type

RTxt
Typ

Description

S1

Service Request

ICSS

SERVICE

S001

Service Request

S3

Information
Request

SRVO

SERVICE

S001

Information
Request

3. To create additional transaction types to be used in the E-Service scenarios choose New
Entries and add the following values:
When creating new data manually for both languages (EN and DE), you need to
maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after
having logged on to the system with the appropriate language (EN and/or DE).
Trans.
Type

Description

Trans.
Type

Subject
Profile

Txt
Type

RTxt
Typ

Description

YS1

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

YCSS

SERVICE

S001

BP Service Request
for ICSS (EN)
Serviceanforderung
fr ICSS (DE)

YS4

BP Complaint
ICSS (EN)
BP Reklamation
(DE)

YCOM

COMPLAINT

C001

BP Complaint for
ICSS (EN)
BP Reklamation fr
ICSS (DE)

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

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

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 catalog

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may have in a service process or a complaint.


Example: If you create a code from this catalog at level 1, you may only hang catalog codes
under this node if their hierarchy levels are greater than 1

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

SPRO

SAP CRM IMG menu

Customer Relationship Management Basic Functions


Catalogs, Codes and Profiles Define Subject Profiles

2. Highlight subject profile COMPLAINT and double-click on folder Code Group Profile for
Subject Profile in the dialog structure.
3. Change the level for the following entry from Level 4 to Level 1:
Catalog

CdGrpPrfle

CdPrfleTxt

Level

C4 Request

COMPLAINT

Customer Request

Level 1

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

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Master Data Creation

3.3.1

Frequently Asked Questions (FAQs)

Assigning Frequently Asked Questions to Product

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

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

CRMD_IIA_FAQ

SAP menu

Service Enterprise Intelligence Solution Database


Maintain Frequently Asked Questions

2. Select the appropriate product (e.g., H21 Trading Good...) and choose Continue.
3. Mark the product to which you want to link to a problem to and choose FAQ Find
Problems from the menu.
4. On screen Problem Search Criteria use the input help of field Problem Number to search
for the newly created problem.
(For detailed information concerning the creation of problems and solutions see
the Configuration Guide of building block C13 CRM Service Master Data, chapter
Creating New Problems and Solutions).
5. Highlight one problem (for example concerning Monitor color topics) and choose Copy.
6. Choose Continue.
7. On screen SDB Refine Hit List Select Problems mark the appropriate problem and
choose Link Selected Problem (Enter).
8. Now a problem with corresponding solution has been assigned to a product.
In the middle frame on the right hand side you can enter the description text for the main
frequently asked question (for example; How can I adapt the colors of a monitor?).
9. Choose Save.
Depending on the language you are logged on to the CRM system, the link between
product and FAQs is created.
So in order to get a translated version of the new FAQ example, you need to
maintain this translation-sensitive data twice, after having logged on the CRM
system with the appropriate language in parallel (for example, EN and/or DE).
10. In order to translate the new example FAQ log on to the CRM system in the appropriate
language and repeat steps 1 to 9 with the following texts:
Language

FAQ Translation

German (DE)

Wie kann man die Farben des Monitors einstellen?

Spanish (ES)

Como puedo adaptar el color de un monitor?

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Language

FAQ Translation

French (FR)

Comment peut-on rgler les couleurs de lcran ?

Portuguese (PT)

Como posso adaptar as cores de monitor ?

Russian (RU)

Chinese (ZH)

Turkish (TR)

Ekran renklerini nasl ayarlayabiliriz ?

Dutch (NL)

Hoe kan ik de kleuren van een monitor aanpassen?

Czech (CS)

Jak mohu upravit barvy na monitoru?

Italian (IT)

Come ci regola il colore del monitore?

Polish (PL)

Jak ustawi kolory obrazu na monitorze?

11. Restart the JAVA application.

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

3.3.2

Product Catalogs
JRE has to be installed on the local PC. You can download it from the homepage
java.sun.com if necessary. Use any version of Java Plug-In 1.4.2.
Download the correct JRE from http://java.sun.com/j2se/1.4.2/download.html.
For details see SAP note 717921.
When using product catalogs for the E-Commerce Internet Customer Self-Service
(ICSS) ask your system administrator to ensure that the following two keys of your
TREX are maintained for each server node being used in the respective service of
the Visual Administrator of your SAP CRM JAVA application server:
Access the Visual Administrator and follow the Server node to Services TREX
Service (full qualified domain is recommended).
Ensure that the following values are maintained:
Key

Value

nameserver.address

tcpip://[host].[domain]:[TREX nameserver port


default value: 3<instance number>01]
(e.g., tcpip://iwdf4711.wdf.sap.corp:30001)

connection.nonproxyhosts

<TREX host>

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 product
catalog that is used for product registration:

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(a) Check if set type PRREF (Permitted Object Categories) is existing (using transaction
COMM_ATTRSET).
(b) Check if there is a default object category in the product master data.
Use transaction COMMPR01 to view the product categories of each product which should be
available in the product catalog for product registration. There should be only one product
category.
(c) Check if at least one category has got the set type PRREF assigned (using transaction
COMM_HIERARCHY):
1. Open the first category that you identified in the previous step.
2. Click on the assigned category. Choose tab SetTypes to view the assigned set types.
3. If there is set type PRREF assigned, you can proceed.
4. If none of the categories linked to the relevant products has set type PRREF assigned
you need to perform one of the following actions:

Dont use this product for the product catalog

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

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

Defining Country Groups

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

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel ECommerce Define Country Groups

2. Choose New Entries.


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

Description

Y001

US (EN + DE)

Y002

EU Countries (EN);

EU-Lnder (DE)

4. Select your country group.


5. Double-click on Countries in the dialog structure.
6. Choose New Entries.

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7. Type in the country key directly or use the input help to select the relevant country keys.
Country Group Y001 - US

Country Group Y002 EU Countries

AR Argentina

AD Andorra

BR Brazil

AT Austria

CA Canada

BE Belgium

CL Chile

CH Switzerland

CO Columbia

CZ Czech Republic

CR Costa Rica

DE Germany

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

IE Ireland

(set to Default)

UY Uruguay

(set to Default)

IT Italy
NL Netherlands
NO Norway
PL Poland
PT Portugal
RO Rumania
RU Russian Fed.
SE Sweden
SI Slovenia
SK Slovakia

8. Choose Enter.
9. Keep the field with regions empty for all countries.
You can use this field if you want customers to fill out the region code of their
address when registering in the Web Shop.
10. Choose Save.

Creating Product Catalogs

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

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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 replication
have been done successfully (see appropriate chapters in the Configuration Guide of building
block C71 CRM Connectivity).

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

COMM_PCAT_ADM

SAP CRM menu

Master Data Product Catalog Maintain Product Catalog

2. Enter the name of your Product Catalog.


3. Select a Catalog Type
4. Choose Create.
5. Enter a description and specify a corresponding language key. You can maintain
descriptions in different languages for one catalog.
6. In the screen area Basic data, select the validation dates.
Prerequisite: If you are using automatic product assignment, you have created
the relevant product categories in the product master.
7. Choose Save.
Products Catalog:
Field Name

Value

Product Catalog

Y_BP_PC_ICSS_PRODUCTS

Catalog Type

Manual product assignment

Choose Create.
Field Name

Value

Description

BP PC for ICSS Products

Basic Data
Valid From

<today>

Valid To

<e.g., one year later>

From the menu choose Product Catalog Another catalog.


Services Catalog:
Field Name

Value

Product Catalog

Y_BP_PC_ICSS_SERVICES

Catalog Type

BP Service Catalog

Choose Create.
Field Name

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BP PC for ICSS Services

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.

Creating Catalog Variants for Products and Services

Use
The catalog variants enable you to determine the specifications of the catalog to be
published.
You need to define a variant for each language you want to display, for example, in the Web
Shop.

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

COMM_PCAT_ADM

SAP CRM menu

Master Data Product Catalog Maintain Product Catalog

2. In the Product Catalog field, enter Y_BP_PC_ICSS_PRODUCTS.


3. Choose Change.
4. To create the catalog variants, go to tab page Variants.
5. In the field Maint. Language, specify the language in which you want to maintain the
catalog variant data (here: first in EN).
6. Make the following example entries (one for each sub-language):
Field name

Value 1 (EN)

Value 2 (DE)

Catalog Variant

ICSS_PRODUCT01

ICSS_PRODUCT02

Description

ICSS_PRODUCT01

ICSS_PRODUCT02

Language

English

German

Currency

<variable> (EUR or USD)

<variable> (EUR)

Sales organization

<sales organization>
(for example, BP_SALES)

<sales organization>
(for example, BP_SALES)

Distribution channel

<distribution channel>
(for example, 10)

<distribution channel>
(for example, 10)

Pricing Procedure

<pricing procedure>
(for example: Y3SRVV)

<pricing procedure>
(for example: Y3SRVV)

UoM type (Unit of measure)

Base unit of measure

Base unit of measure

Valid from

(optional)

(optional)

Valid to

(optional)

(optional)

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7. Press Enter.
8. Repeat these steps in order to create a catalog variant for each necessary language (for
example, Spanish, French, Portuguese, Russian, Chinese etc.).
9. For each variant entry choose button
Active.

Activate (in column Status) to switch to status

10. Choose Save.


11. Choose Back.
12. In the Product Catalog field, enter Y_BP_PC_ICSS_SERVICES.
13. Choose Change.
14. To create the catalog variants, go to tab page Variants.
15. In the field Maint. Language, specify the language in which you want to maintain the
catalog variant data (here: first in EN).
16. Make the following example entries (one for each sub-language):
Column Name

Value 1

Value 2

Catalog Variant

ICSS_SERVICE01

ICSS_SERVICE02

Description

ICSS_SERVICE01

ICSS_SERVICE02

Language

English

German

Currency

<variable> (EUR or USD)

<variable> (EUR)

Sales Organization

<sales organization>
(for example, BP_SALES)

<sales organization>
(for example, BP_SALES)

Distribution Channel

<distribution channel>
(for example, 10)

<distribution channel>
(for example, 10)

Pricing Procedure

<pricing procedure>
(for example Y3SRVV)

<pricing procedure>
(for example Y3SRVV)

UoM type (Unit of


measure)

Base unit of measure

Base unit of measure

Service Organization

<service organization>
(for example BP_SERVICE)

<service organization>
(for example BP_SERVICE)

Valid From

(optional)

(optional)

Valid To

(optional)

(optional)

17. Press Enter.


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

Activate (in column Status) to switch to status

20. Choose Save.

Result
Variants have been created for each relevant catalog.

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Creating Catalog Areas

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

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

COMM_PCAT_ADM

SAP CRM menu

Master Data Product Catalog Maintain Product Catalog

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


3. Choose Change.
4. In screen area Object Name, do a right mouse-click on the product catalogs name.
Choose Create Subarea from the submenu.
5. In the field Catalog Area, enter a name for your new Catalog Area.
6. In the field Description, enter a description for the new catalog area.
To access these catalog areas within the Web Shop you have to maintain a
separate language variant of the description for each area in every language that
is used to log on to your Web Shop. Using the language key next to the
Description field, you can create descriptions in different languages.
To manually assign the products to your catalog area, ensure that the field
AutoAssign is deselected. To automatically assign the products to your catalog
area, select the field AutoAssign.
7. At header data area you can assign documents (pictures) to the catalog area, select the
Documents tab and choose Import Document or Create.
8. To create texts, select the tab Texts and choose Create.
9. Choose Save.
10. To create further subareas for an individual subarea, do a right mouse-click on the new
subarea and select Create Area Subarea or Adjacent Area from the dropdown menu.
11. Maintain one catalog area for each of the new catalogs one after another.
Use the following data:
Field Name

Value

Product Catalog

Y_BP_PC_ICSS_PRODUCTS

Catalog Area

PRODUCT AREA

Description

Product Area

Field Name

Value

Product Catalog

Y_BP_PC_ICSS_SERVICES

Catalog Area

SERVICE AREA

Description

Service Area

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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 catalog
variants.

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

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

COMM_PCAT_ADM

SAP CRM menu

Master Data Product Catalog Maintain Product Catalog

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


3. Choose Change.
4. Check that the product catalog status is Inactive.
A yellow light bulb indicates that the status is Active. To set the status to Inactive,
click the light bulb and a gray light bulb appears.
In order to add new products to your product catalog, you must first deactivate the status
on all levels.
5. In the Object Name screen area, select your product catalog.
6. Choose Expand all.
7. Double-click the catalog area to which you want to manually assign the products.
8. Enter your products at Item Overview Area.
9. Check that the product status is Inactive.
The product is only visible in those catalog variants which have the same
assignment of a sales organization as the product.
10. Choose Save.
11. Assign the following products to the product catalog
Field Name

Value

Product Catalog

Y_BP_PC_ICSS_PRODUCTS

Assigned Products
Product ID

Product Description

H11

Trading Good...

H12

Trading Good...

H13

Trading Good...

H20

Trading Good...

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Field Name

Value

H21

Trading Good...

H22

Trading Good...

Result
Products have been assigned manually to the new product catalog.

Assigning Services to the Product Catalog

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

Prerequisites
The following example services have been replicated from the ERP system (integrated
scenario):
D100, D200
The following services have been created in the CRM system (standalone scenario):
CSSRV_01, CSSRV_02, CSSRV_03, CSSRV_04

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

COMM_PCAT_ADM

SAP CRM menu

Master Data Product Catalog Maintain Product Catalog

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


3. Choose Change.
4. Check that the status is Inactive.
A yellow light bulb indicates that the status is Active. To set the status to Inactive,
click the light bulb and a gray light bulb appears.
To add new products to your product catalog, you must first deactivate the status on all
levels.
5. In the Object Name screen area, select your product catalog.
6. Choose Expand all.
7. Double-click the catalog area to which you want to manually assign the products.
8. Expand data area Header Data. On tab Basic Data click the yellow bulb to deactivate the
header version if necessary.
9. Enter your products at Item Overview Area.
10. Check that the product status is Inactive.
The product is only visible in those catalog variants which have the same
assignment of a sales organization as the product.
11. Choose Save.

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12. Assign the following products to the product catalog


Field Name

Value

Product Catalog

Y_BP_PC_ICSS_SERVICES

Assigned Products
Product ID (ERP)

Product Description

D100

Service Fixprice

D200

Service Standard

Product ID (CRM)

Product Description

CSSRV_01

Maintenance

CSSRV_02

Repair

CSSRV_03

Monitor Repair

CSSRV_04

Printer Repair

Result
Services have been assigned manually to the new product catalog.

Activating the Product Catalog for Publication

Use
To publish your product catalog, you must activate (yellow bulbs) the following elements of
the product catalog:

Catalog header

Catalog variants

Catalog areas

Catalog sub areas

Product items

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

COMM_PCAT_ADM

SAP CRM menu

Master Data Product Catalog Maintain Product Catalog

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


3. Choose Change.
4. In the screen area Object Name, select the category subarea. Click the right mouse
button and choose Activate Inclusive sub areas and items.
5. In the screen area Object name, double-click the catalog header.
6. Expand data area Header Data by choosing button Expand data areas (labeled Header
Data).
7. To activate the basic data and the variants, click the corresponding light bulb icons
(Activate). Ensure that the catalog is in change mode.

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8. Choose Save.
9. Repeat these steps with product catalog Y_BP_PC_ICSS_SERVICES.

Defining Catalog Variant Indexing

Use
In this activity, you can define how the CRM product catalog data is indexed on the Index
Management Service (IMS) server and how the new indexes are handled.
You need to define the use of the programming interface SAP TREX API.

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Master Data


Product Catalog Define Catalog Variant Indexing

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

Entry

Input Parameters
Staging Indicator

Staging (SAP TREX-API)

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

Replicating Product Catalog Content Initially

Use
This function transports product catalog data (for example, product items or text) to the index
server. You can replicate all or individual product catalog variants. The replicated product
catalog contents are transferred from the index server to the Web server. The product catalog
contents are then available in the E-Commerce application.
Process this step for both example catalogs Y_BP_PC_ICSS_PRODUCTS and
Y_BP_PC_ICSS_SERVICES.

Procedure
1. Access the activity using the following navigation option:
SAP CRM transaction code

COMM_PCAT_IMS_INIT

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

Entry

Input Parameters
Product Catalog

<product catalog> (see table below)

Variant (empty = all)

<empty>

Run Parameters

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Field name

Entry

RFC Destination

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

Publishing Computer ID

<publishing computer ID> (as defined in IMG activity Set


Targets for Publishing Catalog Contents)

For details concerning the publishing target settings in IMG activity Set Targets
for Publishing Catalog Contents (HTTP, FTP) see configuration guide of building
block C71 CRM Connectivity, chapter Web Server Environment).
3. Press Enter.
4. Now you can add the following data (using the input help):
Field name

Entry

Run Parameters
Search Server Relation

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

Force Overwriting of Indexes

selected

5. Choose Execute (F8).


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

Value

Product Catalog

Y_BP_PC_ICSS_PRODUCTS

Product Catalog

Y_BP_PC_ICSS_SERVICES

7. After the replication is complete, you receive a log of the results. If the traffic lights are
green, the replication was successful.
If errors occur when replicating the data to the TREX server, you might have to
restart the TREX server ask your system administrator.
Please see SAP note 544843 for additional information.

Replicating Product Catalog Content (Delta)


Use
Changes to the product catalog (for example, adding new products, assigning images,
defining views) are not automatically transferred to the Web Server. A replication of the delta
information is necessary.
After the initial replication this activity has to execute for every catalog content change that
should be available on the index server and the Web server.
You can skip this step if no changes have been made to the product catalogs which
need to be replicated.

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

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Master Data Product Catalog Update Replication

2. Enter the following data:


Field name

Entry

Product catalog

<Product Catalog>

Variant (empty = all)

<empty>

3. Choose Execute (F8).


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

Maintaining Product Catalog Usage


Use
In this activity, you set up the product catalog used in the E-Commerce Internet Customer
Self-Service by maintaining the corresponding indicator for the usage of the product catalog.
The indicators of your catalog will be entered in the XCM settings (see chapter
Extended Configuration Management (XCM).

Procedure
1. Access the activity using the following navigation options:
Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Web Channel EService Internet Customer Self-Service Set Up Internet
Transactions Product Catalog Usage

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

Product Catalog

Catalog Variant

1000

Y_BP_PC_ICSS_PRODUCTS

ICSS_PRODUCT01

2000

Y_BP_PC_ICSS_SERVICES

ICSS_SERVICE01

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

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

Activating Indexed Catalog Variants


Use

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With this activity you activate the required catalog variants which have been indexed.
This activity can only be processed using the CRM WebClient UI.

Prerequisites
You are logged on to the CRM WebClient with user power_user and password welcome.
If the necessary CRM WebClient menu entry Catalog Management Search: Indexed
Catalog Variants is missing, you first need to maintain the business role settings for user
power_user accordingly as follows:

(1) Adding Work Center


1.

Access the activity using the following navigation options:


Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management UI Framework


Technical Role Definition Define Navigation Bar
Profile

2.

Highlight profile BP_POWER_USER and choose view Assign Work Centers.

3.

Choose New Entries and add the following entry:

4.

WorkCenter

Position

ECO-CATLOG (Catalag Management)

98

Save your entries.

(2) Activating Work Center Link


1.

Access the activity using the following navigation options:


Transaction code

SPRO

SAP CRM IMG menu

Customer Relationship Management Business


Roles Define Business Role

2.

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

3.

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

4.

Save your entries.

Procedure
1. Access the activity using the following navigation option:
SAP CRM WebClient UI menu

Catalog Management Search: Indexed


Catalog Variants

2. In the Search Criteria area, choose Search.


3. Select the first respective entry with a click on the version number (see list below).
4. Choose Change Status.
5. In the web page dialog change the status to Active.
6. Choose Save.
7. Choose Back and repeat these steps for the following entries (activate the catalog variant
for each relevant language (see chapter Creating Catalog Variants for Products and
Services), for example here for EN and DE):

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Product Catalog ID

Catalog Variant ID

Version

Status
(old)

Status
(new)

Y_BP_PC_ICSS_PRODUCTS

ICSS_PRODUCT01

Inactive

Active

Y_BP_PC_ICSS_PRODUCTS

ICSS_PRODUCT02

Inactive

Active

Y_BP_PC_ICSS_SERVICES

ICSS_SERVICE01

Inactive

Active

Y_BP_PC_ICSS_SERVICES

ICSS_SERVICE02

Inactive

Active

Result
All relevant indexed catalog variants are active.

3.3.3

Internet Users

Creating Internet Users via Business Partner


Maintenance

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

Web User Interface

Business partner maintenance environment in the CRM system.

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

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

Procedure
1. Access the activity using the following navigation option:
SAP CRM WebClient menu

Master Data Search: Contacts

2. Search for the relevant contact person (for example, Monika Ziegler (contact person of
sold-to Party 100000)) for whom you want to create an Internet User.
3. Select the relevant contact person.
4. On assignment block Roles and choose Edit List.
5. In field Role select Internet User.
6. Get assignment block Users using the Personalize button on the application toolbar if
necessary.
7. Expand assignment block Users and Choose New.
8. Create the following Internet user (example data):
Field Name

Value

Logon Data
Internet User*

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

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User Name

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

Password

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

Repeat Password

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

Roles
Role

SAP_CRM_ECO_ISE_WU_B2B

*The Internet User field corresponds to the Alias field in the user maintenance
(transaction SU01).
9. Choose Back and Save.
10. Repeat those steps for each necessary contact person.

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

Checking Internet User Settings

Use
You need to ensure that the Alias is maintained for the Internet user. Otherwise the user cant
log on to ICSS.
In chapter Maintaining the ICSS Application Configuration the assignment of the usertype
CRM_Standalone is described.
Depending on your user concept (using Alias or User ID) these are the chapters were you
have to maintain the data according your decision.
Check that the date and the format settings of your internet user correspond with the system
settings.

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

SU01

SAP CRM menu

Architecture and Technology System Administration User


Maintenance Users

2. Enter the new Internet user (e.g., here: ZIEGLERMON) and choose Change.
3. You can now complete the users data if necessary, for example, address data on tab
page Address (fields Last Name, First Name and E-Mail).
Enter a real existing e-mail address.
For testing purposes you can use, for example, your own e-mail address.
4. On tab page Roles you can check the assigned role.
In case the status of the assigned role SAP_CRM_ECO_ISE_WU_B2B is red,
select the role with double-click. The role maintenance opens in a new session.
On tab page User choose User comparison then Complete comparison and then
Back.
5. Go to the Defaults tab.

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

Decimal Notation

Date Format

DE

1.234.567,89

DD.MM.YYYY

US

1,234,567.89

MM/DD/YYYY

7. Choose Save.

Result
The following internet user has been created (as an example):
User

Alias

Initial
Password

Role

ZIEGLERMON

Ziegler_Monika_Web

welcome

SAP_CRM_ECO_ISE_WU_B2B

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

3.4

Extended Configuration Management (XCM)

Use
The Extended Configuration Management (XCM) Administrator is the configuration tool for the
Java components of the ICSS application.
The description of the XCM configuration settings is separated into two parts:

One for the B2B scenario for E-Service


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

One for the B2C Scenario for E-Service


(URL: http://<host>:<port>/icss_b2c/admin/xcm/init.do).
Ask your system administrator for the correct URLs, the relevant CRM system
client, and the user with which you can perform the XCM configuration
described below.

3.4.1

Preparatory Settings
Assigning J2EE Admin Role to Own User Profile

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

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The maintenance of the XCM settings is processed in the CRM client that is
connected to the corresponding JAVA instance.
As recommendation: You can use a client different from the productive client.
Ask your system administrator about the correct client of the CRM system, which
is relevant for the XCM settings in J2EE.
Ask your system administrator also to give your relevant user all necessary
authorizations in the J2EE environment.

Procedure
1. Access the activity using one of the following navigation option:
Transaction code

SU01

SAP CRM menu

Architecture and Technology System Administration User


Maintenance Users

2. Enter your system user and choose Change.


3. Choose the tab Roles.
4. Select the additional role SAP_J2EE_ADMIN.
5. Choose Save.

3.4.2

B2B and B2C Scenario

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

General Settings

3.4.2.1.1

Starting the XCM Administration

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

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

Extended Configuration Management (XCM) Administration

URL

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

User name

<your system user>

Password

<your password>

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

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General Application 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 necessary
changes are described in this guide.
Only maintain modifications in the Customer area never change entries in
the SAP area!
After changing and saving an XCM setting, the orange row indicates that value is
derived from base configuration and has been changed by the customer.

3.4.2.1.2

Maintaining LWC Component

Use
The purpose of this activity is to maintain the general web application scope settings for Live
Web Collaboration. The LWC component contains the configuration needed for running Live
Web Collaboration. It contains configuration for Email functionality, JMS, routing of customers
requests, and other third party product configuration.
In case you have CCMS monitoring in use and or you want to use the LWC communication
channels (especially e-mail) make some entries here. Otherwise you can accept all default
settings, theres no need to make any changes here.

Procedure
1. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start General Application Settings Customer lwc lwcconfig

2. Choose the button Edit and change the status of XCM to Edit mode.
Don't forget to switch to Display mode after saving changes.
3. Maintain the following parameters (use the scrolling buttons to navigate to the parameters
on the different pages) and leave the others unchanged:
Field name

Value

Page 1
mail.smtp.host

<your relevant SMTP server>

cic.mail.to

<your service e-mail address to where the e-mails from your


customers should be sent to>

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

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

Components

Use
In this area you define the components of your Java application. In the customizing of the
components you mainly define the appearance of the ABAP objects in the Java environment
and the value transfer for these objects between the ABAP and the Java environment.
The configuration of the components listed here does not have to be changed:

attachments

email

forgot_password

ibase

ims

mime_types_icons

product_registration

product_selection

solution_search

3.4.2.2.1

Checking Available Functions Component

Use
The Functions Available component contains parameters for enabling or disabling various
functions.
Check if all parameters are enabled (value 1) in the pre-defined SAP component
configuration.

Procedure
1. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start Components SAP available_functions


available_functions_default

2. Check if all parameters are enabled (with value 1) in the pre-defined SAP component
configuration.
3. If not, create a new customer component configuration:
XCM Menu

Start Components Customer available_functions

4. Enter BP_FUNCTIONS as configuration Name.


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

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Maintaining Product Catalog Component

Use
The purpose of this activity is to make sure that the entries maintained in component Product
Catalog correspond with those entries made in the ABAP customizing (see chapter
Maintaining Catalog Usage).
Corresponding IMG menu in the CRM system:
Customer Relationship Management E-Service Internet Customer Self-Service Set
Up Internet Transactions Product Catalog Usage).
Make sure that the catalogs really exist and are already replicated.

Procedure
1. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

Start Components Customer product_catalog

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


choose Create.
3. Maintain the following entries using the input help:
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

4. Choose Save Configuration.


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

3.4.2.2.3

Maintaining Service Contract Component

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

Procedure
1. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

Start Components Customer service_contract

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


choose Create.

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

Value

Page 1-3
create_servcont_type

YSC

display_b2b_b2c *

B2B / B2C

display_list_column_1_detail_enable

display_list_column_3_detail_enable

display_list_column_4_detail_enable

display_list_column_5_detail_enable

display_list_column_6_detail_enable

display_list_column_7_detail_enable

item_display_list_column_3_sort_enable

item_display_list_column_4_sort_enable

item_display_list_column_2_detail_enable

item_display_list_column_3_detail_enable

item_display_list_column_4_detail_enable

item_display_list_column_5_detail_enable

item_display_list_column_6_detail_enable

* If you run both scenarios for E-Commerce Internet Customer Self-Service, B2B
and B2C, you need to maintain field display_b2b_b2c for both XCM
environments: B2B (value: B2B) and B2C (value: B2C).
4. Choose Save Configuration.
5. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.2.2.4

Maintaining Service Request Component

Use
The purpose of this activity is to make sure that the entries maintained in component Service
Request correspond with those entries made in the ABAP customizing concerning used
request types and product catalog (see chapter Defining Transaction Type for the Internet).
Corresponding IMG menu in the CRM system:
Customer Relationship Management E-Service Internet Customer Self-Service Set
Up Internet Transactions Define Transaction Types for the Internet (Without Web
Requests)).

Procedure
1. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

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Start Components Customer service_request

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2. To create a new component configuration, enter BP_SERVICE_REQUEST as Name and


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

Value

Page 1
create_inforeq_type

S3

create_servreq_type

YS1

display_b2b_b2c *

B2B / B2C

display_list_column_1_detail_enable

Page 2
display_list_column_4_detail_enable

display_list_column_5_detail_enable

* If you run both scenarios for E-Commerce Internet Customer Self-Service, B2B
and B2C, you need to maintain field display_b2b_b2c for both XCM
environments: B2B (value: B2B) and B2C (value: B2C).
4. Choose Save Configuration.
5. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.2.2.5

Maintaining Live Web Collaboration Component

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

Procedure
1. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start Components Customer live_web_collaboration

2. To create a new component configuration, enter BP_ICSS_LWC_ENABLE as


Configuration Name and choose Create.
3. Maintain the following entry using the input help:
Field name

Value

lwc_enable

4. Choose Save Configuration.


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

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Maintaining Complaint Component

Use
In the E-Commerce Internet Customer Self-Service, the complaint function enables web users
to submit complaints and view a list of the complaints that they have previously created. Web
users who are contacts of companies have access to their complaints and to those of their
company.
The purpose of this activity is to make sure that the entries maintained in component
Complaint correspond with those entries made in the ABAP customizing concerning the used
request type (see chapter Defining Transaction Type for the Internet).
Corresponding IMG menu in the CRM system:
Customer Relationship Management E-Service Internet Customer Self-Service Set
Up Internet Transactions Define Transaction Types for the Internet (Without Web
Requests)).

Procedure
1. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start Components Customer complaint

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


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

Value

Page 1
create_trans_type

YS4

display_b2b_b2c *

B2B / B2C

display_i_list_column_1

COMPLAINT_ITEM_PRODUCT

* If you run both scenarios for E-Commerce Internet Customer Self-Service, B2B
and B2C, you need to maintain field display_b2b_b2c for both XCM
environments: B2B (value: B2B) and B2C (value: B2C).
4. Choose Save Configuration.
5. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do

3.4.2.2.7

Maintaining JCO Component

Use
The configuration of this component is used by the SAP Java Connector (JCO) for the
communication / data exchange between the SAP system (ABAP) and the JAVA environment.
You get the correct entries from your system administrator.

Procedure

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1. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start Components Customer jco

2. To create a new component configuration, enter BP_JCO_<systemID>_<client> as


Configuration Name and choose Create.
3. Maintain the following entry using the input help:
Field name

Value

client

<your relevant CRM client>

lang

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

group

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

r3name *

<CRM system ID>

mshost

<your message server host name>

user *

W_SERVICE

passwd **

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

maxcon

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

* If you run both scenarios for E-Commerce Internet Customer Self-Service, B2B
and B2C, you need to maintain field user for both XCM environments:
B2B (value: W_SERVICE) and B2C (value: Z_SERVICE).
**For password see chapter Creating Anonymous Users for B2B and B2C.
4. Choose Save Configuration.
5. Choose run test to check your settings.
6. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do
Use Z_SERVICE as user.

Application Configurations

3.4.2.3.1
Maintaining the ICSS Application Configuration for
B2B
Use
An application configuration defines the behavior of the application.
The purpose of this activity is to assign the various component configurations that were
defined before (see chapter Components) to the application configuration that you want to
use as default configuration for your E-Service scenario B2B.

Procedure
1. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

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2. To create a new application configuration, enter BP_<systemID>_<client> as Name


(case sensitive) and choose create.
3. Choose button Display next to Advanced Settings.
4. Define this new application configuration as default:
Field name

Value

default configuration

The application configuration which is defined as default will be shown with a


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

Value

Page 1
jcodata

BP_JCO_<systemID>_<client>

complaint

BP_COMPLAINT

service_request

BP_SERVICE_REQUEST

service_contract

BP_SERVICE_CONTRACT

live_web_collaboration

BP_ICSS_LWC_ENABLE

product_catalog

BP_PRODUCT_CATALOG

6. Choose button Display next to Advanced Settings.


Param. name

Value

Page 2
usertype

CRM_Standalone

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

3.4.3

B2C Scenario

3.4.3.1.1

General Settings
Starting the XCM Administration

Use
The XCM configuration is scenario-dependent. For that reason use the B2B link just for the
configuration of the B2B scenario and the B2C link only for the B2C scenario.
In most cases both configurations are very similar but there can be of course some
differences as well.
There are nearly the same configuration steps necessary, if you use a B2C Scenario.

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For the B2C scenario, create the same component configurations that you did for the
B2B scenario before.
After that just maintain the following differences for certain component configurations.

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

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

Extended Configuration Management (XCM) Administration

URL

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

User name

<your CRM user>

Password

<your password>

If you are using both scenarios B2B and B2C first maintain all settings
described above for the B2B scenario also in the XCM Administration for
B2C.
After that you can maintain the following configuration parameters
additionally in the XCM Administration for B2C.
Only maintain modifications in the Customer area never change entries in
the SAP area!

Components

3.4.3.2.1

Maintaining Register Component

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

Procedure
1. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu

Start Components Customer register

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


Create
3. Then adapt the following entry:
Field name

Value

default_country

DE

default_scenario

REGISTER_B2C_WITHOUT_ACCOUNT

4. Choose Save Configuration.

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Application Configurations

3.4.3.3.1
Maintaining the ICSS Application Configuration for
B2C
Use
An application configuration defines the behavior of the application.
The purpose of this activity is to assign the various component configurations that were
defined before (see chapter Components) to the application configuration that you want to
use as default configuration for your E-Service scenario B2C.

Procedure
1. Select the pre-configured SAP configuration from the dialog structure on the left hand
side:
XCM Menu

Start Application Configurations SAP icss_standard

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


(case sensitive) and choose create.
3. Choose button Display next to Advanced Settings.
4. Define this new application configuration as default:
Field name

Value

default configuration

The application configuration which is defined as default will be shown with a


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

Value

Page 1
jcodata

BP_JCO_<systemID>_<client>

complaint

BP_COMPLAINT

service_request

BP_SERVICE_REQUEST

service_contract

BP_SERVICE_CONTRACT

register

BP_REGISTER

live_web_collaboration

BP_ICSS_LWC_ENABLE

product_catalog

BP_PRODUCT_CATALOG

6. Choose button Display next to Advanced Settings.


Param. name

Value

Page 2
usertype

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

3.4.4

Restarting the J2EE Services

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

Procedure
1. In order to be able to check a new XCM configuration setting in your system, the J2EE
services need to be restarted before (ask your system administrator).
SAP CRM transaction code

SMICM

2. From the menu choose:


Administration J2EE Instance (local) Send Soft Shutdown With Restart or
Administration J2EE Instance (local) Send Hard Shutdown With Restart

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