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#########################SAP CRM 7.0 EHP 1SAP ERP 6.0 EHP 5 June 2011#ASK DokSprache
"Sprache in dem Dokument verfat ist" #English#English####SAP Shared Service
Framework For Financials CRM Interaction Center #(C95 )##SAP AG#Dietmar-Hopp-Allee
16#69190 Walldorf#Germany#Building Block Configuration Guide##
Copyright 2011 SAP AG. All rights reserved. No part of this publication may be
reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG. The information contained herein may be changed without prior
notice. Some software products marketed by SAP AG and its distributors contain
proprietary software components of other software vendors. Microsoft, Windows,
Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.
IBM, DB2, DB2 Universal Database, System i, System i5 , System p, System p5 , System
x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries,
eServer, z/VM, z/OS, i5 /OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel
Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5 +, POWER5 ,
POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP,
RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX,
Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or
registered trademarks of IBM Corporation. Linux is the registered trademark of
Linus Torvalds in the U.S. and other countries.Adobe, the Adobe logo, Acrobat,
PostScript, and Reader are either trademarks or registered trademarks of Adobe
Systems Incorporated in the United States and/or other countries.Oracle is a
registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are
registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood,
MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered
trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or
registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute
of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript
is a registered trademark of Sun Microsystems, Inc., used under license for
technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet,
PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP
products and services mentioned herein as well as their respective logos are
trademarks or registered trademarks of SAP AG in Germany and other countries.
Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports,
Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products
and services mentioned herein as well as their respective logos are trademarks or
registered trademarks of Business Objects Software Ltd. Business Objects is an SAP
company.Sybase and Adaptive Server, iAnywhere, Sybase 365 , SQL Anywhere, and other
Sybase products and services mentioned herein as well as their respective logos are
trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company.All
other product and service names mentioned are the trademarks of their respective
companies. Data contained in this document serves informational purposes only.
National product specifications may vary.These materials are subject to change
without notice. These materials are provided by SAP AG and its affiliated companies
("SAP Group") for informational purposes only, without representation or warranty
of any kind, and SAP Group shall not be liable for errors or omissions with respect
to the materials. The only warranties for SAP Group products and services are those
that are set forth in the express warranty statements accompanying such products
and services, if any. Nothing herein should be construed as constituting an
additional warranty.
IconsIcon#Meaning####Caution####Example####Note####Recommendation####Syntax##
Typographic ConventionsType Style#Description##Example text#Words or characters
that appear on the screen. These include Field Names, screen titles, pushbuttons as
well as menu names, paths and options.Cross-references to other
documentation.##Example text#Emphasized words or phrases in body text, titles of
graphics and tables.##EXAMPLE TEXT#Names of elements in the system. These include
report names, program names, transaction codes, table names, and individual key
words of a programming language, when surrounded by body text, for example, SELECT
and INCLUDE.##Example text#Screen output. This includes file and directory names
and their paths, messages, source code, names of variables and parameters as well
as names of installation, upgrade and database tools.##EXAMPLE TEXT#Keys on the
keyboard, for example, function keys (such as F2) or the ENTER key.##Example
text#Exact user entry. These are words or characters that you enter in the system
exactly as they appear in the documentation.##<Example text>#Variable user entry.
Pointed brackets indicate that you replace these words and characters with
appropriate entries.##
Content# TOC \o "1-3" \h \z \u ## HYPERLINK \l "_Toc296072398" ##1 Purpose
# PAGEREF _Toc296072398 \h ##6### HYPERLINK \l "_Toc296072399" ##2
Preparation # PAGEREF _Toc296072399 \h ##6### HYPERLINK \l "_Toc296072400"
##2.1 Prerequisites # PAGEREF _Toc296072400 \h ##6### HYPERLINK \l
"_Toc296072401" ##3 Configuration # PAGEREF _Toc296072401 \h ##6###
HYPERLINK \l "_Toc296072402" ##3.1 Configuration in SAP CRM # PAGEREF
_Toc296072402 \h ##6### HYPERLINK \l "_Toc296072403" ##3.1.1 Defining Account
Identification Profile # PAGEREF _Toc296072403 \h ##6### HYPERLINK \l
"_Toc296072404" ##3.1.2 Categorization Schema # PAGEREF _Toc296072404 \h ##8###
HYPERLINK \l "_Toc296072405 " ##3.1.3 External Document Search in Shared
Service Framework # PAGEREF _Toc296072405 \h ##16### HYPERLINK \l "_Toc296072406"
##3.1.4 Define Organizational Data Determination Procedure # PAGEREF
_Toc296072406 \h ##18### HYPERLINK \l "_Toc296072407" ##3.1.5 Partner
Determination # PAGEREF _Toc296072407 \h ##18### HYPERLINK \l "_Toc296072408"
##3.1.6 Define Date Profile # PAGEREF _Toc296072408 \h ##19### HYPERLINK \l
"_Toc296072409" ##3.1.7 Creating SLA Profiles for Service Requests # PAGEREF
_Toc296072409 \h ##21### HYPERLINK \l "_Toc296072410" ##3.1.8 Creating Service
Profiles # PAGEREF _Toc296072410 \h ##21### HYPERLINK \l "_Toc296072411" ##3.1.9
Creating Response Profiles # PAGEREF _Toc296072411 \h ##24### HYPERLINK \l
"_Toc296072412" ##3.1.10 Assign Service and Response Profile to the Financial
Organizations (CRM) # PAGEREF _Toc296072412 \h ##28### HYPERLINK \l
"_Toc296072413" ##3.1.11 Text Determination Procedure # PAGEREF
_Toc296072413 \h ##29### HYPERLINK \l "_Toc296072414" ##3.2Integration with SAP ERP
(ERP) # PAGEREF _Toc296072414 \h ##29### HYPERLINK \l "_Toc296072415 " ##3.2.1
Activating Manual Service Request creation from ERP # PAGEREF
_Toc296072415 \h ##30### HYPERLINK \l "_Toc296072416" ##3.2.2 Define Service
Request Creation on Message Level # PAGEREF _Toc296072416 \h ##31### HYPERLINK \l
"_Toc296072417" ##3.2.3 FI and CO Transactions Available for the AIC (CRM) #
PAGEREF _Toc296072417 \h ##31###
SAP Shared Service Framework for Financials CRM Interaction Center: Configuration
GuidePurposeThe purpose of this document is to describe the general configuration
steps required to manually set up the existing system landscape using the
corresponding installation or configuration guides.If you do not want to configure
manually and prefer an automated installation process using BC Sets and other
tools, refer to the Quick Guide of your rapid-deployment solution that is attached
to the SAP Note.This document supplements the existing Customizing documentation in
the Implementation Guide (IMG) and provides additional information where required.
PreparationPrerequisitesBefore you start installing this scenario, you must install
the prerequisite building blocks. For more information, see the Building Block
Prerequisites Matrix for SAP Shared Service Framework rapid-deployment solution for
financials. You find this document in the Content Library, wh#i#c#h# #y#o#u#
#c#a#n# #a#c#c#e#s#s# #i#n# #t#h#e# #s#t#e#p#-#b#y#-#s#t#e#p# #g#u#i#d#e#:#
#D#e#p#l#o#y# #! #T#r#a#i#n# #K#e#y# #U#s#e#r#s# #! #B#u#s#i#n#e#s#s#
#p#r#o#c#e#s#s# #d#o#c#u#m#e#n#t#a#t#i#o#n#.## #C#o#n#f#i#g#u#r#a#t#i#o#n#
#C#o#n#f#i#g#u#r#a#t#i#o#n# #i#n# #S#A#P# #C#R#M##D#e#f#i#n#i#n#g# #A#c#c#o#u#n#t#
#I#d#e#n#t#i#f#i#c#a#t#i#o#n# #P#r#o#f#i#l#e##U#s#e##I#n# #t#h#i#s#
#C#u#s#t#o#m#i#z#i#n#g# #a#c#t#i#v#i#t#y#,# #y#o#u# #c#a#n# #d#e#f#i#n#e#
#a#c#c#o#u#n#t# #i#d#e#n#t#i#f#i#c#a#t#i#o#n profiles for the multiple business
partner scenarios in the interaction center (IC). The ability to confirm multiple
partners is available with the B2B, B2C, and employee scenarios.ProcedureAccess the
activity by navigating as follows:Transaction Code#SPRO##SAP CRM IMG Path#Customer
Relationship Management
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#################################! #I#n#t#e#r#a#c#t#i#o#n# #C#e#n#t#e#r#
#W#e#b#C#l#i#e#n#t# #! #M#a#s#t#e#r# #D#a#t#a# #! #D#e#f#i#n#e# #A#c#c#o#u#n#t#
#I#d#e#n#t#i#f#i#c#a#t#i#o#n# #P#r#o#f#i#l#e#s# #f#o#r# #M#u#l#t#i#p#l#e#
#B#u#s#i#n#e#s#s# #P#a#r#t#n#e#r#s#####O#n# #t#h#e# #C#h#a#n#g#e# #V#i#e#w# ##
A#c#c#o#u#n#t# #I#d#e#n#t#i#f#i#c#a#t#i#o#n# #P#r#o#f#i#l#e## :# #O#v#e#r#v#i#e#w#
#s#c#r#e#e#n# #i#n# #t#h#e# #A#c#c#o#u#n#t# #I#d#e#n#t#i#f#i#c#a#t#i#o#n#
#P#r#o#f#i#l#e# #t#a#b#l#e#,# #s#e#l#e#c#t# #t#h#e# #f#o#l#l#o#w#i#n#g# #e#n#t#ry:
Account Identification Profile#Description##DEFAULT_AIC#DEFAULT AIC##In the Dialog
Structure overview tree, double-click Search Tabs.In the Search Tabs table, select
the following entry:Sequence#Description##10#Account##In the Dialog Structure
overview tree, double-click Account Roles.On the Change View Account Roles:
Overview screen, check the following entries:
Role#Description#Sequence##BBP000#Vendor#25 ##BUP003#Employee#40##CRM000#Sold-To
Party#10##In the Dialog Structure overview tree, double-click Related Partner
Roles.On the Change View Related Partner Roles: Overview screen, check the
following entries:Role#Description#Sequence##BUP001#Contact Person#10##CRM002#Ship-
To Party#20##In the Dialog Structure overview tree, double-click Relationships.On
the Change View Relationships: Overview screen, check the following entries:
Relationship Category#Sequence#Partner Category#BP Role##(BUR001) Has Contact
Person#10#(1) Person#(BUP001) Contact Person##(BUR006) Is Identical
To#30####(BUR010) Has the Employee#40####(CRMH02) Has the Ship-To
Party/Recipient#20#(2) Organization#(CRM002) Ship-To Party##In the Dialog Structure
overview tree, double-click Partner Functions.On the Change View Partner
Functions: Overview screen, select the following entry:Sequence#IC Partner
Function Description##10#Main Partner##In the Dialog Structure overview tree,
double-click Assign.On the Change View Assign: Overview screen, check the
following entry:Transaction Type#Description#CRM Partner Function##SAIC#AIC Service
Request#SSF01##In the Dialog Structure overview tree, double-click Partner
Functions.On the Change View Partner Functions: Overview screen, select the
following entry:Sequence#IC Partner Function Description##20#Contact Partner##In
the Dialog Structure overview tree, double-click Assign.On the Change View
Assign: Overview screen, check the following entries:Transaction
Type#Description#CRM Partner Function##SAIC#AIC Service Request#0000015 1##In the
Dialog Structure overview tree, double-click Partner Functions.On the Change View
Partner Functions: Overview screen, select the following entry:Sequence#IC
Partner Function Description##30#Reporter (on behalf)##In the Dialog Structure
overview tree, double-click Assign.On the Change View Assign: Overview screen,
check the following entries:Transaction Type#Description#CRM Partner
Function##SAIC#AIC Service Request#0000015 2##Press ENTER.Choose Back.ResultYou have
successfully checked the settings that enable the confirmation of multiple partners
in B2B, B2C, and employee scenarios.Categorization SchemaChecking Application Area
for CategorizationUseIn this activity, you can find the application areas for
categorization delivered by SAP which are used to assign categorization scheme(s)
defined in Category Modeler applications. #If the required application is not
found, you need to create a new one.ProcedureAccess the activity using the
following navigation option:Transaction Code#SPRO##SAP CRM IMG Menu#Customer
Relationship Management# #! #C#R#M# #C#r#o#s#s#-#A#p#p#l#i#c#a#t#i#o#n#
#C#o#m#p#o#n#e#n#t#s# #! #M#u#l#t#i#l#e#v#e#l# #C#a#t#e#g#o#r#i#z#a#t#i#o#n# #!
#D#e#f#i#n#e# #A#p#p#l#i#c#a#t#i#o#n# #A#r#e#a#s# #f#o#r#
#C#a#t#e#g#o#r#i#z#a#t#i#o#n#####O#n# #t#h#e# #A#p#p#l#i#c#a#t#i#o#n# #A#r#e#a#s#
#s#c#r#e#e#n#,# #c#h#e#c#k# #i#f# #t#h#e# #f#o#l#l#o#w#i#n#g# #e#n#t#r#y#
#e#x#i#s#t#s#:##A#p#p#l#i#c#a#t#i#o#n#
#I#D###D#e#s#c#r#i#p#t#i#o#n#####I#N#C#I#D#E#N#T###S#e#r#v#i#c#e# #R#e#q#u#e#s#t#
#/# #I#n#c#i#d#e#n#t#####I#f# #t#h#e# #a#b#ove application area does not exist, you
need to create one. #Choose New Entries and make the following entries:Field
Name#User Action and Values##Application ID#INCIDENT##Description#Service
Request##Cardinality#A - n Application Areas : 1 Schema##SAP BW Relevant#Select the
checkbox.##Content Analysis Settings##RFC Destination#<RFC destination for TREX
instance of the application area>##Index Prefix#CA:##Scoring Factor#1,000000##Fuzzy
Similarity#0,800000##AND Token#+##AND NOT Token#-##In the Dialog Structure overview
tree, double-click Parameters and enter the following values:Field Name#User Action
and Values##Parameter#SUBJECT_PROFILE##Description#Subject
Profile##Class/Interface#CL_CRM_ERMS_CATEGO_VA_1ORDER##Save your entries.Defining
CatalogUseIn this activity, you define the term catalogs and catalog languages
required in addition to those already defined in the standard system.#You can skip
this configuration step if you are not installing the Interaction Center Service
scenario.ProcedureAcces#s# #t#h#e# #a#c#t#i#v#i#t#y# #u#s#i#n#g# #t#h#e#
#f#o#l#l#o#w#i#n#g# #n#a#v#i#g#a#t#i#o#n# #o#p#t#i#o#n#:##T#r#a#n#s#a#c#t#i#o#n#
#C#o#d#e###S#P#R#O#####S#A#P# #C#R#M# #I#M#G# #M#e#n#u###C#u#s#t#o#m#e#r#
#R#e#l#a#t#i#o#n#s#h#i#p# #M#a#n#a#g#e#m#e#n#t# #! #B#a#s#i#c# #F#u#n#c#t#i#o#n#s#
#! #C#a#t#a#l#o#g#s#,# #C#o#d#e#s# #a#n#d# #P#r#o#f#i#l#e#s# #! #D#e#f#i#n#e#
#C#a#t#a#l#o#g#s#####C#h#o#o#s#e# #N#e#w# #E#n#t#r#i#e#s# #a#n#d# #e#n#t#e#r#
#t#h#e# #f#o#l#l#o#w#i#n#g# #v#a#l#u#e#s#:######W#h#e#n# #c#r#eating new data
manually (not using the BC Set) for both languages (EN and DE), you need to
maintain translation-sensitive data (descriptions, titles, texts and so on) twice,
after having logged on the system with the appropriate language (EN and/or DE).
Field Name#User Action and Values##Catalog#YS##Catalog short text#Shared Services
Catalog (EN)##CatalogCty#C - Overview of
Damage/Defects/Reasons##Keyword#SSCIC##Save your entries and select a Customizing
request if required.ResultYou have defined a new catalog type with its attributes.
Defining Code Groups and Codes for CatalogsUseIn this activity, you define code
groups and codes for catalogs.#You can skip this configuration step if you are not
installing the Interaction Center Service scenario.ProcedureAccess the activity
using the following navigation option:Transaction Code#SPRO##SAP CRM IMG
Menu#Customer Relationship Management
###################################################################################
#################################! #B#a#s#i#c# #F#u#n#c#t#i#o#n#s# #!
#C#a#t#a#l#o#g#s#,# #C#o#d#e#s# #a#n#d# #P#r#o#f#i#l#e#s# #! #D#e#f#i#n#e#
#C#o#d#e# #G#r#o#u#p#s# #a#n#d# #C#o#d#e#s# #f#o#r# #C#a#t#a#l#o#g#s#####I#n#
#t#h#e# #D#e#t#e#r#m#i#n#e# #W#o#r#k# #A#r#e#a#:# #E#n#t#r#y# #d#i#a#l#o#g#
#b#o#x#,# #e#n#t#e#r# #Y#S# #i#n# #t#h#e# #C#a#t#a#l#o#g# #f#i#e#l#d# #a#n#d#
#c#h#o#o#s#e# #C#o#n#t#i#n#u#e#.##T#o# #c#r#e#a#t#e# #a# #n#e#w# #c#o#d#e#
#g#r#o#u#p#,# #c#h#o#o#s#e# #N#e#w# #E#n#t#r#i#e#s# #a#n#d# #e#n#t#e#r# #t#h#e#
#f#o#l#l#owing values:##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 and so on) twice, after having logged on the system
with the appropriate language (EN and/or DE).Field Name#User Action and
Values##Code Group#YSSC1##Descript.#Shared Services CodeGroup Order to
Cash##Status#In preparation##Save your entries and select a Customizing request if
required.Select the new code group YSSC1. In the Dialog Structure overview tree,
double-click Codes. Choose New Entries and enter the following example values:
Code#Descript.#Defect Class##YS11#Customer Master#02 Major Defect A##YS12#Material
Master#02 Major Defect A##Save your entries.Select
the Code groups view and enter a second new code group:Field Name#User Action and
Values##Code Group#YSSC2##Descript.#Shared Services Code Group Procure to
Pay##Status#In preparation##Save your entries.Select the new code group YSSC2.In
the Dialog Structure overview tree, double-click Codes. Choose New Entries and
enter the following example values:Code#Descript.#Defect Class##YS21#Vendor
Master#02 Major Defect A##YS22#Invoice to Pay#02 Major Defect B##Save your entries.
Select the Code groups view and enter a third new code group:Field Name#User Action
and Values##Code Group#YSSC3##Descript.#Shared Services Code Group Record to
Rep##Status#1 In preparation##Save your entries.Select the new code group YSSC3.In
the Dialog Structure overview tree, double-click Codes. Choose New Entries and
enter the following example values:Code#Descript.#Defect Class##YS31#Record to
Report#01 Critical Defect##Save your entries.Select the Code groups view and enter
a fourth new code group:Field Name#User Action and Values##Code
Group#YSSC4##Descript.#Shared Services Code Group Travel and Exp.##Status#1 In
preparation##Save your entries.Select the new code group YSSC4.In the Dialog
Structure overview tree, double-click Codes. Choose New Entries and enter the
following example values:Code#Descript.#Defect Class##YS41#Travel and Expenses#01
Critical Defect##Save your entries.Select the Code groups view and set the status
for all code groups to Released.Save your entries.ResultYou have defined new code
groups and codes.#If you need more codes, you can add them by adding subnodes to
the code groups similar to the procedures above.Defining Code Group ProfileUseIn
this activity, you define code group profiles. You create procedures that should
only contain a selection of the code groups of a catalog.#You can skip this
configuration step if you are not installing the Interaction Center Service
scenario.ProcedureAccess the activity using the following navigation option:
Transaction Code#SPRO##SAP CRM IMG Menu#Customer Relationship Management
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#########################################################################!
#B#a#s#i#c# #F#u#n#c#t#i#o#n#s# #! #C#a#t#a#l#o#g#s#,# #C#o#d#e#s# #a#n#d#
#P#r#o#f#i#l#e#s# #! #D#e#f#i#n#e# #C#o#d#e# #G#r#o#u#p# #P#r#o#f#i#l#e#s#####O#n#
#t#h#e# #C#a#t#a#l#o#g# #s#c#r#e#e#n#,# #s#e#l#e#c#t# #t#h#e# #c#a#t#a#l#o#g#
#Y#S#.##I#n# #t#h#e# #D#i#a#l#o#g# #S#t#r#u#c#t#u#r#e# #o#v#e#r#v#i#e#w#
#t#r#e#e#,# #d#o#u#b#l#e#-#c#l#i#c#k# #D#e#f#i#n#i#t#i#o#n# #o#f# #C#o#d#e#
#G#r#o#u#p# #P#r#o#f#i#l#e#.# #C#h#o#o#s#e# #N#e#w# #E#n#t#r#i#e#s# #a#n#d#
#e#n#t#e#r# #t#h#e# #f#o#l#l#o#w#i#n#g# #e#x#ample values:##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 and so on) twice,
after having logged on the system with the appropriate language (EN and/or DE).
Field Name#User Action and Values##CdGrpPrfle#YSSCR##CdPrfleTxt#SSC Code Group
Profile##Save your entries and select a Customizing request if required.Select the
new code group profile. In the Dialog Structure overview tree, double-click Code
Groups for Profile.Choose New Entries and select all new code groups YSSC1-YSSC4.
Save your entries.ResultYou have defined a new code group profile and assigned all
relevant code groups.Defining Subject ProfileUseIn this activity, you define
subject profiles. You can assign a code group profile to a subject profile for each
catalog type under Code group profile for subject profile.#You can skip this
configuration step if you are not installing the Interaction Center Service
scenario.Proce#d#u#r#e##A#c#c#e#s#s# #t#h#e# #a#c#t#i#v#i#t#y# #u#s#i#n#g# #t#h#e#
#f#o#l#l#o#w#i#n#g# #n#a#v#i#g#a#t#i#o#n# #o#p#t#i#o#n#:##T#r#a#n#s#a#c#t#i#o#n#
#C#o#d#e###S#P#R#O#####S#A#P# #C#R#M# #I#M#G# #M#e#n#u###C#u#s#t#o#m#e#r#
#R#e#l#a#t#i#o#n#s#h#i#p# #M#a#n#a#g#e#m#e#n#t# #! #B#a#s#i#c# #F#u#n#c#t#i#o#n#s#
#! #C#a#t#a#l#o#g#s#,# #C#o#d#e#s# #a#n#d# #P#r#o#f#i#l#e#s# #! #D#e#f#i#n#e#
#S#u#b#j#e#c#t# #P#r#o#f#i#l#e#s#####C#h#o#o#s#e# #N#e#w# #E#n#t#r#i#e#s# #a#n#d#
#e#n#t#e#r# #t#h#e# #f#o#l#l#o#w#i#n#g# values:##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 and so on) twice, after
having logged on the system with the appropriate language (EN and/or DE).Field
Name#User Action and Values##Subj.Prof.#YSSCSUB##SbjPrfCat.#A Service##Text#SSC
Subject Profile##Save your entries and select a Customizing request if required.
Select the new subject profile YSSCSUB. In the Dialog Structure overview tree,
double-click Code Group Profile for Subject Profile.Choose New Entries and enter
the following values (using the input help):Field Name#User Action and
Values##Catalog#YSSC##CdGrpPrfle#YSSCR##Level#1 Level 1##Save your entries.Result
You have defined a new subject profile.Defining Categorization LabelsUseWith this
activity, you can define the labels for the categorization that are used in the
Category Modeler.ProcedureAccess the activity using the following navigation
option:Transaction Cod#e###S#P#R#O#####S#A#P# #C#R#M# #I#M#G#
#M#e#n#u###C#u#s#t#o#m#e#r# #R#e#l#a#t#i#o#n#s#h#i#p# #M#a#n#a#g#e#m#e#n#t# #!
#C#R#M# #C#r#o#s#s#-#A#p#p#l#i#c#a#t#i#o#n# #C#o#m#p#o#n#e#n#t#s# #!
#M#u#l#t#i#l#e#v#e#l# #C#a#t#e#g#o#r#i#z#a#t#i#o#n# #! #D#e#f#i#n#e#
#C#a#t#e#g#o#r#i#z#a#t#i#o#n# #L#a#b#e#l#s#####C#h#o#o#s#e# #N#e#w# #E#n#t#r#i#e#s#
#a#n#d# #m#a#k#e# #t#h#e# #f#o#l#l#o#w#i#n#g# #e#n#t#r#i#e#s#:##T#e#x#t#
#I#D###C#a#t#e#g#o#r#y# #L#a#b#e#l# #T#e#x#t#####Y#S#S#C#_#C#L#1###S#h#a#r#e#d#
#S#e#r#v#i#c#es Process##YSSC_CL2#Shared Services Area##YSSC_CL3#Shared Services
Issue##YSSC_CL4###Save your entries.Defining Categories with Category Modeler#A
categorization schema can be maintained manually as described below or uploaded
using the import function of transaction CATEGOTOOL. For more information, see the
program documentation of the reportUseIn this activity, you define different
categories and subcategories for the content analysis in the Category Modeler as an
example.PrerequisitesBe sure that a subject profile has been defined. Log on to the
CRM WebClient with the user IC_MAN and password welcome to use this application.#In
the User Maintenance (transaction SU01), assign the parameter CRM_UI_PROFILE with
the value IC_MANAGER to the user profile of IC_MAN. To enable the input help for
the Category Modeler and the Rule Modeler, you must assign the role
SAP_PCC_ERMS_ADMIN to the system user.ProcedureAccess the activity using the
following navigation: SAP CRM WebClient UI Menu#Knowledge Mana#g#e#m#e#n#t# #!
#C#r#e#a#t#e# #C#a#t#e#g#o#r#i#z#a#t#i#o#n# #S#c#h#e#m#a#####I#n# #t#h#e#
#C#a#t#e#g#o#r#y# #H#i#e#r#a#r#c#h#y# #a#s#s#i#g#n#m#e#n#t# #b#l#o#c#k#,# #a#
#n#e#w# #e#n#t#r#y# #f#o#r# #a# #s#c#h#e#m#a# #h#a#s# #b#e#e#n# #g#e#n#e#r#a#t#e#d#
#a#u#t#o#m#a#t#i#c#a#l#l#y#.##I#n# #t#h#e# #G#e#n#e#r#a#l# #D#a#t#a#
#a#s#s#i#g#n#m#e#n#t# #b#l#o#c#k#,# #c#r#e#a#t#e# #t#h#e# #f#o#l#l#o#w#i#n#g#
#e#n#t#r#i#e#s#:##F#i#e#l#d# #N#a#m#e###U#s#e#r# #A#c#t#i#o#n# #a#n#d#
#V#a#l#u#e#s#####S#c#h#e#m#a# #I#D###SSF_IC##Name#SSF Sample Categorization
Schema##Description#SSF Sample Categorization Schema##Valid-From
Date#<today>##Logical Structure#Hierarchical Categorization##Combination#AND
Combination##In the Labels assignment block, choose New and create the following
entries (using the input help):Level#Label Text ID#Label Text##1#YBP_CL1#Shared
Services Process##2#YBP_CL2#Shared Services Area##3#YBP_CL3#Shared Services
Issue##4#YBP_CL4###In the Application Areas assignment block, choose New and create
the following entries one after the other (using the input help):Application
ID#Parameter#Value##Service Request/Incident#Subject Profile#SSC Subject
Profile##Rule Modeler#Context#Order Routing##In the Category Hierarchy assignment
block, select the schema entry and choose New to create a new category.In the
General Data assignment block, create the following entries (using the input help):
Field #Value##Category ID#SSC_CATEGORY1##Name#Order to Cash##Category
Description#Order to Cash##Subject Code###In the Category Hierarchy assignment
block, select the new category SSC_CATEGORY1 and choose New.In the General Data
assignment block, create the following entries:Field #Value##Category
ID#SSC_CATEGORY2A##Name#Customer Master Mgmt##Category Description#Customer Master
Mgmt##Subject Code###In the Category Hierarchy assignment block, select the new
category SSC_CATEGORY1 and choose New.In the General Data assignment block, create
the following entries:Field #Value##Category ID#SSC_CATEGORY2B##Name#Material
Master Mgmt##Category Description#Material Master Mgmt##Subject Code###In the
Category Hierarchy assignment block, select schema SSF_IC.In the General Data
assignment block, set the status to Released. Choose Save.#Releasing the new schema
starts the automatic deployment of new categories. This might take some time. When
complete, the status automatically switches from Released to Active.A category must
have the status Active before it is selectable when you create a new rule with the
rule modeler (see section below).#If you need a more detailed categorization or
classification of service orders, you can add more categories by adding subnodes
similar to the procedures above. This ensures that the service request becomes more
defined and gets routed to the correct responsible agent.ResultYou have defined a
new schema in the system.External Document Search in Shared Service FrameworkUseThe
document search function
of the CRM UI allows shared service center agents to search for business partner
related documents in a number of back end systems conveniently from one place, and
to view these documents where necessary. The behavior of the Document Search UI in
relation to external documents is defined in Customizing. ProcedureAccess the
activity using the following navigation option:Transaction Code#SPRO##SAP CRM IMG
Menu#Customer Relationship Management
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##########################################################################!
#I#n#t#e#r#a#c#t#i#o#n# #C#e#n#t#e#r# #W#e#b#C#l#i#e#n#t# #! #S#h#a#r#e#d#
#S#e#r#v#i#c#e#s# #F#r#a#m#e#w#o#r#k# #! #G#e#n#e#r#a#l# #S#e#t#t#i#n#g#s# #!
#E#x#t#e#r#n#a#l# #D#o#c#u#m#e#n#t#s# #! #E#x#t#e#r#n#a#l# #D#o#c#u#m#e#n#t#s#
#f#o#r# #C#R#M# #C#o#n#t#e#n#t# #M#a#n#a#g#e#m#e#n#t# #####O#n# #t#h#e#
#E#x#t#e#r#n#a#l# #D#o#c#u#m#e#n#t# #T#y#p#e#s# #s#c#r#e#e#n#,# #c#r#e#a#t#e#
#t#h#e# #f#o#l#l#o#w#i#n#g# #s#e#t#t#i#n#g#s#.# #D#e#f#i#n#i#n#g# #e#x#t#e#r#n#a#l#
#d#o#c#u#m#e#n#t# #t#y#p#e#s# #i#s# #t#he basis for further modification or
filtering.External Document#Description##ERPFIN001#Dunning
Letter##ERPFIN002#Payment Avis##ERPFIN003#Balance Confirmation##ERPFIN004#Account
Statement##FSCM0001#Dispute Case-Correspondence###When you define new external
document types in this activity (in the SAP CRM system), you must also maintain the
same document types in all relevant back end systems.Define a default search time-
period and assign it to a content management profile. The content management
profile SSF_AIC has been set up as a default profile for using the document search
facility.Field Name#User Action and Values##Profile ID for CM#SSF_AIC##Period#02 2
Months <set as default>###In the Document Search UI, the Creation Date To field is
filled with the current date automatically. The Creation Date From field is based
on the time period assigned to the profile. For example, two months earlier than
the current date.Assign external document types to a mapped logical system. This
setting determines in which systems a particular document type is searched for.
Mapping#External Document
Type##RD5 CLNT167#ERPFIN001##RD5 CLNT167#ERPFIN002##RD5 CLNT167#ERPFIN003##RD5 CLNT167#
ERPFIN004##RD5 CLNT167#FSCM0001##Assign external document types to an application
object. This setting determines what external document types are relevant for a
specified application object, such as Business Partner.Application Object#External
Document Type##Business Partner#ERPFIN001##Business Partner#ERPFIN002##Business
Partner#ERPFIN003##Business Partner#ERPFIN004##Business Partner#FSCM0001##If you
assigned an external document type to application object Business Partner (BP), you
can further assign them to a BP role category.Role Category#External Document
Type##BBP000#ERPFIN001##BBP000#ERPFIN002##BBP000#ERPFIN003##BBP000#ERPFIN004##CRM00
0#ERPFIN001##CRM000#ERPFIN003##CRM000#ERPFIN004##CRM000#FSCM0001##(optional) You
can use this Business Add-In (BAdI) to implement an external document search method
of your own and set how the external documents should be displayed in the Document
Search component. Execute the following activities:External Documents for CRM
Content Management BAdI: Search External Documents#In the standard system, the
default BAdI implementation CRM_SSC_DOCUMENT_SEARCH is active. The default code is
executed automatically. The BAdI is designed for single use. There is no filter for
the BAdI. For more information about BAdIs in the context of the enhancement
concept, see BAdIs - Embedding in the Enhancement Framework in #t#h#e# #S#A#P#
#L#i#b#r#a#r#y# #f#o#r# #S#A#P# #N#e#t#W#e#a#v#e#r# #P#r#o#c#e#s#s#
#I#n#t#e#g#r#a#t#i#o#n# #7#.#1# #o#n# #S#A#P# #H#e#l#p# #P#o#r#t#a#l# #a#t# ###
#H#Y#P#E#R#L#I#N#K# #"#h#t#t#p#:#/#/#h#e#l#p#.#s#a#p#.#c#o#m#"#
###h#t#t#p#:#/#/#h#e#l#p#.#s#a#p#.#c#o#m### #! #S#A#P# #N#e#t#W#e#a#v#e#r# #!
#S#A#P# #N#e#t#W#e#a#v#e#r# #P#I# #! #S#A#P# #N#e#t#W#e#a#v#e#r# #P#r#o#c#e#s#s#
#I#n#t#e#g#r#a#t#i#o#n# #7#.#1#.###D#e#f#i#n#e# #O#r#g#a#n#i#z#a#t#i#o#n#a#l#
#D#a#t#a# #D#e#t#e#r#m#i#n#a#t#i#o#n# #P#rocedure#The AIC solution that is part of
this rapid deployment does not utilize organizational data determination.UseThe
organizational data determination procedure controls which organizational data is
determined for a specific transaction type.ProcedureAccess the activity using the
following navigation:Transaction Code#SPRO##SAP CRM IMG Menu#Customer Relationship
Management
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##########################################! #T#r#a#n#s#a#c#t#i#o#n#s# #!
#B#a#s#i#c# #S#e#t#t#i#n#g#s# #! #D#e#f#i#n#e# #T#r#a#n#s#a#c#t#i#o#n#
#T#y#p#e#s#####O#n# #t#h#e# #D#e#f#i#n#e# #T#r#a#n#s#a#c#t#i#o#n# #T#y#p#e#s#
#s#c#r#e#e#n#,# #d#o#u#b#l#e#-#c#l#i#c#k# #t#h#e# #f#o#l#l#o#w#i#n#g# #e#n#t#r#y#
#t#o# #d#i#s#p#l#a#y# #t#h#e# #d#e#t#a#i#l#s# #o#f# #t#h#i#s#
#t#r#a#n#s#a#c#t#i#o#n# #t#y#p#e# #d#e#f#i#n#i#t#i#o#n#.##T#r#a#n#s#a#c#t#i#o#n#
#T#y#p#e###S#h#o#r#t#
#D#e#s#c#r#i#p#t#i#o#n###D#e#s#c#r#i#p#t#i#o#n#####S#A#I#C###A#I#C# #S#e#r#v#i#c#e
Request#AIC Service Request##In the Profiles section, make sure that there is no
profile assigned in the Org.Data.Prof. field.Save your entries and go back.Result
When you create an AIC service request, organizational data determination is not
executed.Partner DeterminationDefine Partner Determination ProcedureUseThe partner
determination procedure controls which business partners are determined or made
available for manual entry for a specific transaction type or item category.
ProcedureAccess the# #a#c#t#i#v#i#t#y# #u#s#i#n#g# #t#h#e# #f#o#l#l#o#w#i#n#g#
#n#a#v#i#g#a#t#i#o#n#:##T#r#a#n#s#a#c#t#i#o#n# #C#o#d#e###S#P#R#O#####S#A#P#
#C#R#M# #I#M#G# #M#e#n#u###C#u#s#t#o#m#e#r# #R#e#l#a#t#i#o#n#s#h#i#p#
#M#a#n#a#g#e#m#e#n#t# #! #B#a#s#i#c# #F#u#n#c#t#i#o#n#s# #! #P#a#r#t#n#e#r#
#P#r#o#c#e#s#s#i#n#g# #! #D#e#f#i#n#e# #P#a#r#t#n#e#r# #D#e#t#e#r#m#i#n#a#t#i#o#n#
#P#r#o#c#e#d#u#r#e#####O#n# #t#h#e# #P#a#r#t#n#e#r# #D#e#t#e#r#m#i#n#a#t#i#o#n#
#P#r#o#c#e#d#u#r#e# #s#c#r#e#e#n#,# #c#h#o#o#s#e# #t#h#e# #f#ollowing value:
Procedure#Description##SSF0001#SSF Partner Schema##In the Dialog Structure overview
tree, double-click Partner Functions in Procedure.In the Partner Functions in
Procedure table, check the following entries:Function##00000014 Employee
Responsible##0000005 6 Service Employee Group##0000015 1 Reporter (Person)##0000015 2
Reporter on Behalf (Person)##SSF01 Account##SSF02 Financial Organization##For each
entry, choose Details to check the detailed settings for this partner function; for
example, the individual access sequence.Go back to the IMG structure.Result You
have successfully checked the Customizing settings for the partner determination
procedure.Access SequencesUseAccess sequences define how partners are determined in
detail. The access sequences are assigned to a partner function of a partner
determination procedure.ProcedureAccess the activity using the following
navigation:Transaction Code#SPRO##SAP CRM IMG Menu#Customer Relationship Management
###############################! #B#a#s#i#c# #F#u#n#c#t#i#o#n#s# #!
#P#a#r#t#n#e#r# #P#r#o#c#e#s#s#i#n#g# #! #D#e#f#i#n#e# #A#c#c#e#s#s#
#S#e#q#u#e#n#c#e#s#####O#n# #t#h#e# #A#c#c#e#s#s# #S#e#q#u#e#n#c#e#s#
#s#c#r#e#e#n#,# #c#h#o#o#s#e# #t#h#e# #f#o#l#l#o#w#i#n#g# #e#n#t#r#i#e#s# #o#n#e#
#a#f#t#e#r# #t#h#e# #o#t#h#e#r#:#
#S#e#q#u#e#n#c#e###D#e#s#c#r#i#p#t#i#o#n#####0#0#1#1###O#r#g#a#n#i#z#a#t#i#o#n#a#l#
#D#a#t#a#:# #S#e#r#v#i#c#e# #T#e#a#m# #U#s#i#n#g# #P#r#o#d#u#c#t# #o#r#
#R#u#l#e#####0#0#0#4###U#s#e#r#####S#S#F#1###S#o#l#d#-#t#o#-#Party from Company
Code##SSF2#Customer from Proceeding Document or from Confirmed Account##In the
Dialog Structure overview tree, double-click Individual Accesses. In the Individual
Accesses table, check the data maintained.Go back.Result You have successfully
checked the Customizing settings for the access sequences.Define Date ProfileUseThe
date profile controls which data types, time durations, reference objects, and date
rules can be used in a specific transaction type or item category.#Depending on the
date profile, you also define the characteristics for date types and durations (for
example, time unit, reference object, duration, date rule) in this activity.
ProcedureAccess the activity using the following navigation option:Transaction
Code#SPRO##SAP CRM IMG Menu#Customer Relationship Management
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#################################! #B#a#s#i#c# #F#u#n#c#t#i#o#n#s# #! #D#a#t#e#
#M#a#n#a#g#e#m#e#n#t# #! #D#e#f#i#n#e# #D#a#t#e# #P#r#o#f#i#l#e#####O#n# #t#h#e#
#D#a#t#a# #P#r#o#f#i#l#e# #s#c#r#e#e#n#,# #c#h#o#o#s#e# #t#h#e# #f#o#l#l#o#w#i#n#g#
#v#a#l#u#e#:##D#a#t#e#
#P#r#o#f#i#l#e###N#a#m#e#####I#T#0#0#0#0#0#0#0#0#0#1###I#T#S#M#:# #S#e#r#v#i#c#e#
#R#e#q#u#e#s#t# #(#H#d#r#)# #w#/#o# #B#i#l#l#i#n#g#####I#n# #t#h#e# #D#i#a#l#o#g#
#S#t#r#u#c#t#u#r#e# #o#v#e#r#v#i#e#w# #t#r#e#e#,# #d#o#u#b#l#e#-#c#l#i#c#k#
#D#a#t#e# #T#y#p#e#s#.##I#n# #t#he Data Types table, check the following entries:
Date Type#Descriptn##SRV_CUST_BEG#Requested Start##SRV_CUST_END#Requested
End##SRV_RFIRST#First Response By##SRV_RREADY#ToDo By##Choose Back.On the Data
Profile screen, choose the following value:Date Profile#Name##IT0000000004#ITSM:
Service Request Item##In the Dialog Structure overview tree, double-click Date
Types.In the Data Types table, check the following entries:Date
Type#Description##IT_CREATION#Creation Date of Service
Request##IT_ESCALATN1#Escalation Date Level 1##IT_ESCALATN2#Escalation Date Level
2##SRV_CLOSE#Closing Date##SRV_CUST_BEG#Requested
Start##SRV_CUST_END#Requested End##SRV_RFIRST#First Response By##SRV_RREADY#ToDo
By##SRV_START#Notification Receipt##Go Back.Result You have successfully checked
the Customizing settings for all required date profiles.Creating SLA Profiles for
Service RequestsUseThe SLA profile determines the reaction times at which a service
should be provided. You can enter as many combinations of times and days as
required to cover weekdays, weekends, shifts, holidays and so on. The service
windows in the service profile are the basis for the start and end of processing of
the tasks to be executed.ProcedureAccess the activity using the following
navigation option:Transaction Code#SPRO##SAP CRM IMG Menu#Customer Relationship
Management
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############! #T#r#a#n#s#a#c#t#i#o#n#s# #! #S#e#t#t#i#n#g#s# #f#o#r#
#S#e#r#v#i#c#e# #R#e#q#u#e#s#t#s# #! #D#e#f#i#n#e# #S#L#A#
#D#e#t#e#r#m#i#n#a#t#i#o#n# #P#r#o#c#e#d#u#r#e#####O#n# #t#h#e# #S#L#A#
#D#e#t#e#r#m#i#n#a#t#i#o#n# #P#r#o#c#e#d#u#r#e# #s#c#r#e#e#n#,# #c#h#o#o#s#e#
#t#h#e# #f#o#l#l#o#w#i#n#g# #e#n#t#r#y#:# ##S#L#A# #D#e#t#.#
#P#r#o#c#.###D#e#s#c#r#i#p#t#i#o#n#####I#T#0#0#0#0#0#1###I#T# #S#e#r#v#i#c#e#
#R#e#q#u#e#s#t#####I#n# #t#h#e# #D#i#a#l#o#g# #S#t#r#u#c#t#u#r#e# #o#v#e#r#v#i#e#w#
#t#r#e#e#,# #d#o#u#b#l#e#-#c#l#i#c#k# #A#c#c#e#s#s# #S#e#q#u#e#n#c#e# #t#o#
#d#i#s#p#l#a#y# #t#h#e# #a#c#c#e#s#s# #s#e#q#u#e#n#c#e#.##G#o# #b#a#c#k#.##T#o#
#c#h#e#c#k# #t#h#e# #a#s#s#i#g#n#m#e#n#t# #o#f# #t#h#e# #n#e#w# #s#e#r#v#i#c#e#
#p#r#o#f#i#l#e# #t#o# #t#h#e# #S#S#F# #s#e#r#v#i#c#e# #r#e#q#u#e#s#t#
#t#r#a#n#s#a#c#t#i#o#n#,# #a#c#c#e#s#s# #t#h#e# #f#o#l#l#o#w#i#n#g#
#a#c#t#i#v#i#t#y#:##S#A#P# #C#R#M# #I#M#G# #M#e#n#u###C#u#s#t#o#m#e#r#
#R#e#l#a#t#i#o#n#s#h#i#p# #M#a#n#a#g#e#m#e#n#t# #! #T#r#a#n#s#a#c#t#i#o#n#s# #!
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#T#y#p#e#s# #s#c#r#e#e#n#,# #c#h#o#o#s#e# #t#h#e# #f#o#l#l#o#w#i#n#g# #e#n#t#r#y#:#
#T#r#a#n#s#a#c#t#i#o#n# #T#y#p#e###S#h#o#r#t#
#D#e#s#c#r#i#p#t#i#o#n###D#e#s#c#r#i#p#t#i#o#n#####S#A#I#C###A#I#C# #S#e#r#v#i#c#e#
#R#e#q#u#e#s#t###A#I#C# #S#e#r#v#i#c#e# #R#e#q#u#e#s#t#####I#n# #t#h#e#
#D#i#a#l#o#g# #S#t#r#u#c#t#u#r#e# #o#v#e#r#v#i#e#w# #t#r#e#e#,# #d#o#u#b#l#e-click
Assignment of Business Transaction Categories to display the transaction
categories.Select transaction category BUS2000116 Service Process in the table.In
the Dialog Structure overview tree, double-click Customizing Header to display the
service process customizing header.Check the SLA Prof. Det. Proc. field for the
entry IT000001.Go back. ResultThe SLA profiles were properly checked and assigned
to the transaction type SAIC.Creating Service ProfilesUseThe service profile
determines the times at which a service should be provided. You can enter as many
combinations of times and days as required to cover weekdays, weekends, shifts,
holidays and so on. The service windows in the service profile are the basis for
the start and end of processing of the tasks to be executed.PrerequisiteThe
customer has provided the desired service profiles as feedback to the
questionnaire.ProcedureAccess the activity using one of the following navigation
options:Transaction Code#CRMD_SERV_SLA##SAP CRM GUI men#u###S#e#r#v#i#c#e# #!
#M#a#i#n#t#a#i#n# #S#L#A# #P#r#o#f#i#l#e#####T#o# #c#r#e#a#t#e# #a# #n#e#w#
#s#e#r#v#i#c#e# #p#r#o#f#i#l#e#,# #d#o#u#b#l#e#-#c#l#i#c#k# #t#h#e# #S#e#r#v#i#c#e#
#P#r#o#f#i#l#e# #f#o#l#d#e#r# #i#n# #t#h#e# #D#i#a#l#o#g# #S#t#r#u#c#t#u#r#e#.#
#C#h#o#o#s#e# #D#i#s#p#l#a#y# #! #C#h#a#n#g#e#.##C#h#o#o#s#e# #N#e#w#
#E#n#t#r#i#e#s#.##O#n# #t#h#e# #S#e#r#v#i#c#e# #P#r#o#f#i#l#e# #s#c#r#e#e#n#,#
#c#r#e#a#t#e# #t#h#e# #f#o#l#l#o#w#i#n#g# #s#e#t#t#i#n#g#s#:##S#e#r#v#
#P#r#o#f#.###D#e#s#c#r#iption##<ID for the profile> (see 3 examples
below)#<Description for the profile> (see 3 examples below)##Choose Availability
Time.Enter the availability times for your new service profile (see examples
below).Choose Copy.Choose Save.Proceed with creating further service profiles as
described in the examples below or save your entries and leave the transaction.
Choose Save.Choose Back twice.#The following table shows examples of service
profile entries.1st Service Profile##Serv Prof.#5 x10#Description#Mo-Fr: 7-
17h##Availability Time # EMBED MSPhotoEd.3 #####General Rule##Rule#weekly periodic
Availability Times##Weekly##Week Rule#every week on####Mo#07:00#-#17:00
#Hrs#Central Europe####Tu#07:00#-#17:00 #Hrs#Central Europe####We#07:00#-#17:00
#Hrs#Central Europe####Th#07:00#-#17:00 #Hrs#Central Europe####Fr#07:00#-#17:00
#Hrs#Central Europe####Sa##-#######Su##-#####Variances##Exceptions#not on non-
working days##Calendar Used##(#Factory Calendar#International##(#Holiday
Calendar###(#All Days are working days###2nd Service Profile##Serv
Prof.#6x12#Description#Mo-Sa: 6-18h##Availability Time # EMBED MSPhotoEd.3
#####General Rule##Rule#weekly periodic Availability Times##Weekly##Week Rule#every
week on####Mo#06:00#-#18:00#Hrs#Central Europe####Tu#06:00#-#18:00#Hrs#Central
Europe####We#06:00#-#18:00#Hrs#Central Europe####Th#06:00#-#18:00#Hrs#Central
Europe####Fr#06:00#-#18:00#Hrs#Central Europe####Sa#06:00#-#18:00#Hrs#Central
Europe####Su##-#####Variances##Exceptions#not on non-working days##Calendar
Used##(#Factory Calendar#International##(#Holiday Calendar###(#All Days are working
days###3rd Service Profile##Serv Prof.#7x24#Description#Mo-So: 0-24h##Availability
Time # EMBED MSPhotoEd.3 #####General Rule##Rule#daily periodic Availability
Times##Daily##All#1#Days##Fr.#00:00#Tim To#24:00#Tim#Central
Europe##Variances##Exceptions#no exceptions##Calendar Used##(#Factory
Calendar###(#Holiday Calendar###(#All Days are working days##To enter a description
for other required target languages, select the first new serv#i#c#e#
#p#r#o#f#i#l#e# #e#x#a#m#p#l#e# #a#n#d# #c#h#o#o#s#e# #G#o#t#o# #!
#T#r#a#n#s#l#a#t#i#o#n# #f#r#o#m# #t#h#e# #m#e#n#u#.######W#h#e#n#
#c#r#e#a#t#i#n#g# #n#e#w# #d#a#t#a# #m#a#n#u#a#l#l#y#,# #y#o#u# #n#e#e#d# #t#o#
#m#a#i#n#t#a#i#n# #r#e#l#a#t#e#d# #t#r#a#n#s#l#a#t#i#o#n#-#s#e#n#s#i#t#i#v#e#
#d#a#t#a# #(#d#e#s#c#r#i#p#t#i#o#n#s#,# #t#i#t#l#e#s#,# #t#e#x#t#s# #a#n#d# #s#o#
#o#n#)# #f#o#r# #e#a#c#h# #r#e#q#u#i#r#e#d# #l#a#n#g#u#a#g#e# #(#f#o#r#
#e#x#a#m#p#l#e#,# #E#N# #a#n#d# #D#E#)# #i#n# #a#d#d#i#tion.In the dialog box,
select all relevant target languages and choose Copy.Enter the description for each
new service profile in the required target languages and choose Continue:
Language#Description###Profile 1#Profile 2#Profile 3##German (DE)#Mo-Fr: 7-17h#Mo-
Sa: 6-18h#Mo-So: 0-24h##Spanish (ES)#Lu-Vi : 7-17h#Lu-Sa : 6-18h#Lu-Do : 0-
24h##French (FR)#Lu-Ve : 7-17h#Lu-Sa : 6-18h#Lu-Di : 0-24h##Portuguese (PT)#Seg-Sex
: 7-17h#Seg-Sab: 6-18h#Seg-Dom: 0-24h##Russian
(RU)######################################=#-###B#.# #7#-#1#7# #G#.#####=#-#!#1#.#
#6#-#1#8# #G#.#####=#-###A#.# #0#-#2#4# #G#.#####C#h#i#n#e#s#e#
#(#Z#H#)###hT#N0RhTN:#7#-#1#7#p##hT#N0RhTmQ:#6#-#1#8#p##hT#N0RhTe:#0#-
#2#4#p####D#u#t#c#h# #(#N#L#)###########T#u#r#k#i#s#h# #(#T#R#)###P#z#t#-#C#u#m#:#
#7#-#1#7# #S#a###P#z#t#-#C#m#t#:# #6#-#1#8# #S#a###P#z#t#-#P#a#z#:# #0#-#2#4#
#S#a#####C#z#e#c#h# #(#C#S#)###########P#o#l#i#s#h# #(#P#L#)###P#n#-#P#t#:# #7#-
#1#7# #g#o#d#z#.###P#n#-#S#o#:# #6#-#1#8# #g#o#d#z#.###P#n#-#N#d#:# #0#-#2#4#
#g#o#d#z#.#####I#t#a#l#i#a#n# #(#I#T#)###L#u#-#V#e# #:# #7#-#1#7# #o#r#a###L#u#-
#S#a# #:# #6#-#1#8# #o#r#a###L#u#-#D#o# #:# #0#-#2#4# #o#r#a#####D#a#n#i#s#h#
#(#D#A#)###M#a#n#-#F#r#e#:# #k#l#.# #7#-#1#7###M#a#n#-#L##r#:# #k#l#.# #6#-
#1#8###M#a#n#-#S##n#:# #k#l#.# #0#-#2#4#####F#i#n#n#i#s#h# #(#F#I#)###M#a#-#P#e#:#
#k#l#o# #7#-#1#7###M#a#-#L#a#:# #k#l#o# #6#-#1#8###M#a#-#S#u#:# #k#l#o# #0#-
#2#4#####J#a#p#a#n#e#s#e# #(#J#A#)####g-##7#-#1#7####g-##W#6#-#1#8####g-#e#0#-
#2#4#####N#o#r#w#e#g#i#a#n# #(#N#O#)###M#a#-#Fr: kl. 7-17#Ma-L: kl. 6-18#Ma-S:
kl. 0-24##Swedish (SV)#Mn-Fre: kl 7-17#Mn-Lr: kl 6-18#Mn-Sn: kl 0-24##Choose
Save.ResultYou have created service profiles.Creating Response ProfilesUseThe
response profile determines the tasks to be executed and the time intervals at
which they must be executed. These standard tasks are defined using the code and
catalog functions. You can define a particular person, who is proposed during task
determination, to process each standard task. This person can also be changed
manually.The actual time in which the tasks from the response profile must be
executed, is calculated based on the days and times specified in the service
profile.PrerequisiteThe customer has provided the desired response profiles as
feedback to the questionnaire.ProcedureAccess the activity using one of the
following navigation options:Transaction Code#CRMD_SERV_SLA##SAP CRM GUI
Menu#Service
###################################################################################
################! #M#a#i#n#t#a#i#n# #S#L#A# #P#r#o#f#i#l#e#####T#o# #c#r#e#a#t#e#
#a# #n#e#w# #r#e#s#p#o#n#s#e# #p#r#o#f#i#l#e#,# #d#o#u#b#l#e#-#c#l#i#c#k#
#R#e#s#p#o#n#s#e# #P#r#o#f#i#l#e# #f#o#l#d#e#r# #i#n# #t#h#e# #D#i#a#l#o#g#
#S#t#r#u#c#t#u#r#e#.##C#h#o#o#s#e# #D#i#s#p#l#a#y# #! #C#h#a#n#g#e#.##C#h#o#o#s#e#
#N#e#w# #E#n#t#r#i#e#s#.##O#n# #t#h#e# #N#e#w# #E#n#t#r#i#e#s#:# #D#e#t#a#i#l#s#
#o#f# #A#d#d#e#d# #E#n#t#r#i#e#s# #s#c#r#e#e#n#,# #c#r#e#a#t#e# #t#h#e#
#f#o#l#l#o#w#i#n#g# #s#e#t#t#i#n#g#s#:##(#s#e#e# #e#x#amples below):Field Name#User
Action and Values##Response Prof.#Enter a <profile ID> in the first field and a
<profile description> in the second field.##Category#Deselect##Priority#Select the
checkbox.##Catalog Subject#Deselect##Code Group Subject#Deselect##Code
Subject#Deselect##Save
your entries.On the Response Profile screen, choose the new response profile.To
maintain the indicators for response times for new response profiles, double-click
Indicators for Response Times in the Dialog Structure.Choose New Entries and enter
the indicators for response times for each response profile as follows:
Category#Priority#Catalog#Code Group#Code###1######3######5 ######9#####Save your
entries.To maintain dependent response times, choose an indicator (a priority) and
double-click Response Times in the Dialog Structure.Choose New Entries and enter
the values in the Name of Duration, Duration Value and Time Unit columns as shown
in the examples below.Choose Save.Repeat steps 12 and 13 for each priority.Choose
Back five times.#Examples of Response Profiles:Response Profile No 1 ##Response
Prof.#FIRST#First Level Response Time##Indicators for Response
Times##Category#Priority#Catalog#Code Group#Code###1#####Response Times##Name of
Duration#Duration Value#Time
Unit##SRV_RF_DURA#1#HOUR##SRV_RR_DURA#2#HOUR##Indicators for Response
Times##Category#Priority#Catalog#Code Group#Code###3#####Response Times##Name of
Duration#Duration Value#Time
Unit##SRV_RF_DURA#2#HOUR##SRV_RR_DURA#4#HOUR##Indicators for Response
Times##Category#Priority#Catalog#Code Group#Code###5 #####Response Times##Name of
Duration#Duration Value#Time
Unit##SRV_RF_DURA#3#HOUR##SRV_RR_DURA#6#HOUR##Indicators for Response
Times##Category#Priority#Catalog#Code Group#Code###9#####Response Times##Name of
Duration#Duration Value#Time Unit##SRV_RF_DURA#4#HOUR##SRV_RR_DURA#8#HOUR##Response
Profile No 2##Response Prof.#STANDARD#Standard Level Response Time##Indicators for
Response Times##Category#Priority#Catalog#Code Group#Code###1#####Response
Times##Name of Duration#Duration Value#Time
Unit##SRV_RF_DURA#2#HOUR##SRV_RR_DURA#4#HOUR##Indicators for Response
Times##Category#Priority#Catalog#Code Group#Code###3#####Response Times##Name of
Duration#Duration Value#Time
Unit##SRV_RF_DURA#4#HOUR##SRV_RR_DURA#6#HOUR##Indicators for Response
Times##Category#Priority#Catalog#Code Group#Code###5 #####Response Times##Name of
Duration#Duration Value#Time Unit##SRV_RF_DURA#1#DAY##SRV_RR_DURA#2#DAY##Indicators
for Response Times##Category#Priority#Catalog#Code
Group#Code###9########R#e#s#p#o#n#s#e# #T#i#m#e#s#####N#a#m#e# #o#f#
#D#u#r#a#t#i#o#n###D#u#r#a#t#i#o#n# #V#a#l#u#e###T#i#m#e#
#U#n#i#t#####S#R#V#_#R#F#_#D#U#R#A###2###D#A#Y#####S#R#V#_#R#R#_#D#U#R#A###3###D#A#
Y#####T#o# #e#n#t#e#r# #a# #d#e#s#c#r#i#p#t#i#o#n# #f#o#r# #o#t#h#e#r#
#r#e#q#u#i#r#e#d# #t#a#r#g#e#t# #l#a#n#g#u#a#g#e#s#,# #s#e#l#e#c#t# #t#h#e#
#f#i#r#s#t# #n#e#w# #r#e#s#p#o#n#s#e# #p#r#o#f#i#l#e# #e#x#a#m#p#l#e# #a#n#d#
#c#h#o#o#s#e# #G#o#t#o# #! #T#r#a#n#s#l#a#t#i#o#n# #f#r#o#m# #t#h#e# #m#e#n#u#.#
#I#n# #t#h#e dialog box, select all relevant target languages and choose Copy.Enter
the description for each new response profile in the required target languages and
choose Continue:Language#Description###Profile 1#Profile 2##German
(DE)#Reaktionszeit bevorzugt#Reaktionszeit Standard ##Spanish (ES)#Tiempo de
respuesta de primer nivel#Tiempo de respuesta de nivel estndar##French (FR)#Temps
de rp. De niv. Sup.#Temps de rp. Standard##Portuguese (PT)#Tempo de resposta do
primeiro nivel#Tempo de resposta do nivel sta#n#d#a#r#d#####R#u#s#s#i#a#n#
#(#R#U#)#####;#C#G#H#5 #=#=#K#9# #?#@#>#D#8#;#L# ###!#B#0#=#4#0#@#B#=#K#9# #?
#@#>#D#8#;#L#####C#h#i#n#e#s#e# #(#Z#H#)####N~S^e###hQS^e####D#u#t#c#h#
#(#N#L#)#########T#u#r#k#i#s#h# #(#T#R#)####s#t# #D##z#e#y# #T#e#p#k#i#
#S##r#e#l#e#r#i###S#t#a#n#d#a#r#t# #T#e#p#k#i# #S##r#e#l#e#r#i#####C#z#e#c#h#
#(#C#S#)#########P#o#l#i#s#h# #(#P#L#)###C#z#a#s# #r#e#a#k#c#j#i# #p#o#z# #w#y#|
###C#z#a#s# #r#e#a#k#c#j#i# #s#t#a#n#d#.#####I#t#a#l#i#a#n#
#(#I#T#)#########D#a#n#i#s#h# #(#D#A#)###R#e#a#k#t#i#o#n#s#t#i#d# #f#o#r#
#f#i#r#s#t# #l#e#v#e#l###S#t#a#n#d#a#r#d#
#r#e#a#k#t#i#o#n#s#t#i#d#####F#i#n#n#i#s#h# #(#F#I#)###1#-#T#a#s#o#n#
#v#a#s#t#e#a#i#k#a###V#a#k#i#o# #v#a#s#t#e#a#i#k#a#####J#a#p#a#n#e#s#e#
#(#J#A#)####g#[_Bf###jn[_Bf####N#o#r#w#e#g#i#a#n# #(#N#O#)###F##r#s#t#e#
#n#i#v## #r#e#s#p#o#n#s#t#i#d###S#t#a#n#d#a#r#d#
#r#e#s#p#o#n#s#t#i#d#####S#w#e#d#i#s#h# #(#S#V#)###H##g#s#t#a# #n#i#v##
#r#e#s#p#o#n#s#t#i#d###S#t#a#n#d#a#r#d# #n#i#v## #r#e#s#p#o#n#s#t#i#d####Choose
Save.ResultYou have created new response profiles.Assign Service and Response
Profile to the Financial Organizations (CRM)UseThe SLAs are determined from the
company codes, which are represented by the financial organization of the service
request. Therefore, we need to assign the service and response profile to the
financial organization business partner in the role Sold-to-Party.PrerequisiteYour
SAP user is assigned to the role IC_AIC_AGENT:Choose the following navigation:SAP
CRM Easy Acc#e#s#s# #M#e#n#u###S#y#s#t#e#m# #! #U#s#e#r# #P#r#o#f#i#l#e# #!
#O#w#n# #D#a#t#a#####O#n# #t#h#e# #P#a#r#a#m#e#t#e#r#s# #t#a#b#,# #c#r#e#a#t#e#
#t#h#e# #f#o#l#l#o#w#i#n#g# #e#n#t#r#y#:# # ##P#a#r#a#m#e#t#e#r#
#I#D###P#a#r#a#m#e#t#e#r#
#V#a#l#u#e#####C#R#M#_#U#I#_#P#R#O#F#I#L#E###I#C#_#A#I#C#_#A#G#E#N#T#####P#r#o#c#e#
d#u#r#e##E#x#e#c#u#t#e# #t#r#a#n#s#a#c#t#i#o#n# #C#R#M#_#U#I# #a#n#d# #l#o#g# #o#n#
#t#o# #t#h#e# #I#C# #W#e#b#C#l#i#e#n#t# #i#n# #t#h#e# #I#C#_#A#I#C#_#A#G#E#N#T#
#r#o#l#e#.##S#e#a#r#c#h# for the business partner of your financial organization.
Confirm the business partner from the result list.Navigate to the Account Overview
work center.Make the Service Level assignment block available by choosing the
Personalization button.In the Personalization dialog box, select the service levels
in the Available Assignment Blocks table and choose Move to Right to move them to
the Displayed Assignment Block.Save the personalization settings.In the Account
Overview, open the Service Levels############################
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