Software Requirements - websmp204.sap-ag.desapidp/012002523100006836962015E/… · Software...

EHP3 for SAP CRM 7.0

April 2014

English

Document Version 1.0

Software Requirements SAP CRM Service Management rapid-deployment solution (V2.703)

SAP AG Dietmar-Hopp-Allee 16 69190 Walldorf Germany

SAP CRM Service Management rapid-deployment solution (V2.703) Software Requirements

© SAP AG of 14

Copyright

© 2014 SAP AG or an SAP affiliate company. 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. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG (or an SAP affiliate company) in Germany and other countries. Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP AG or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP AG or SAP affiliate company 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. In particular, SAP AG or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP AG’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP AG or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

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Icons

Icon Meaning

Caution

Example

Note

Recommendation

Syntax

External Process

Business Process Alternative/Decision Choice

Typographic Conventions

Type Style Description

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

Cross-references to other documentation.

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

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

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

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

ENTER key.

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

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


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Content

1 Purpose ......................................................................................................................................... 5

2 Required Product Versions and Software Components ............................................................... 5

2.1 Important Release and Support Package Level Information .............................................. 5

2.2 General Software Requirements ......................................................................................... 5

2.3 Software Requirements specific to SAP HANA .................................................................. 7

2.4 SAP Solution Manager and SAP Solution Manager Content Add-on ................................. 8

3 Integration Points ........................................................................................................................ 10

4 Required Business Functions...................................................................................................... 11

5 More Information ......................................................................................................................... 14

5.1 Figure of System Landscape ............................................................................................ 14

5.2 Hardware Sizing ................................................................................................................ 14


© SAP AG of 14

1 Purpose This document lists all software required to implement and run the solution.

2 Required Product Versions and Software Components

2.1 Important Release and Support Package Level Information

The deliverables of SAP Best Practices packages are developed and tested in a system landscape with specific release and support package stack (SPS) level, as documented below. SAP recommends to meet this SPS as minimal SPS level.

If you need a higher SPS level in your system, for example, because of additional functionality, ideally first import and activate the SAP Best Practices package on the mentioned SPS level, then update your system to the target SPS level. If SAP Best Practices content is activated directly on a higher SPS level (for example, if the recommended SPS level is not available anymore), some automated activation steps might fail, however still can be processed manually following the related configuration guide. Also note that some of the SAP notes which are considered relevant for the scope of the solution package might be obsolete due to a higher SPS level, and additional SAP notes could exist.

For delivery of the software, an installation number and a corresponding license agreement are required. An S-USER is required to order software in the Software Catalog or download from the SAP Software Download Center (SWDC) on SAP Service Marketplace (SMP). You can only order unrestricted SAP software.

2.2 General Software Requirements The following table lists the software required to implement and run the solution:

SAP Product

Product Version

Component Logical Component in SAP Solution Manager*

Comments

SAP CRM EHP3 FOR SAP CRM 7.0 (SP03) / NW 7.40 (SP05)

BBPCRM CRM70_EHP3_APPL_SERV_ABAP

Mandatory.

SAP WFM Core Add-on

200 SP23 WFMCORE Mandatory

SAP GUI for Microsoft Windows

For information about supported SAP GUI releases, see SAP Note 147519.

n.a. None Required for system administration functions and maintaining application customizing.

http://service.sap.com/sap/support/notes/147519


© SAP AG of 14

SAP Product

Product Version

Component Logical Component in SAP Solution Manager*

Comments

SAP Best Practices Solution Builder

BP-SOLBLD 70Vx

Always use the latest available version as outlined in SAP Note 1301301.

BP-SOLBLD None Add-on for the implementation tool (only necessary to be implemented in a system where content activation shall be done using the Solution Builder (i.e. Sandbox or Development System).

SAP Best Practices Configuration Content (for SAP CRM and SAP NetWeaver)

BP-CRM 713Vx

BP-CANW 740Vx

Always use the latest available versions as outlined in SAP Note 1301301.

BP-CRM

BP-CANW

None Add-ons containing configuration content (only necessary to be implemented in the system which is used for the initial content activation (i.e. Sandbox or Development System).

SAP ERP** EHP7 FOR SAP ERP 6.0 (SP03) - central applications

SAP_APPL ERP60_EHP7_CENTRAL_APPLICATION

Optional, that is, not required for CRM standalone deployment.

SAP NetWeaver Search and Classification (TREX)

SAP NW 7.1, latest revision

SAP Netweaver None Optional.

The TREX ABAP client is required to run Knowledge Article Management functionality.

* The logical component in SAP Solution Manager is an identifier provided by SAP for the combination of the product and product version. When selecting the SAP Solution Manager template later on, the logical component provided by SAP will automatically be mapped with the logical component in the customer system landscape with the same combination of product and product version to set up access from SAP Solution Manager to the correct customer system.

** As part of implementing the SAP CRM rapid-deployment solution, the SAP CRM system can be integrated with the customer’s existing SAP ERP system. However, it is also possible to deploy the SAP CRM rapid-deployment solution in a CRM standalone manner. In this case, the SAP ERP client is not required.

End users access SAP CRM via their local Web browsers. For the latest information about supported web browsers, refer to SAP’s Product Availability Matrix, which bundles technical information on SAP components for quick reference (http://service.sap.com/pam; enter EHP3 FOR SAP CRM 7.0) and SAP Note 1876371.

If SAP Best Practices scope item CRM Interactive Reporting (CR2) is in scope: As of SAP Enhancement Package 3 for SAP CRM 7.0 CRM the user interface (UI) to display reporting data is based on HTML5, replacing the previous UI based on Adobe Flash.

Note that this technology is only supported as of the following browser versions:

Microsoft Internet Explorer, as of Version 9

Mozilla Firefox, as of version 17

Safari, as of version 5



http://service.sap.com/pam



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Google Chrome

If you want to use a browser version that is not supported, do not activate business function CRM_ANA_UI5: Interactive Reporting Using UI Development Toolkit for HTML5 so that you can use the Interactive Reporting UI based on Adobe Flash. However also note that some CRM Interactive Reporting features also depend on that technology, such as embedding Interactive Reports on Home, overview and work center pages (related to business function CRM_EMBED_IR_ANA_UI: Embedded Interactive Reporting and SAP HANA Live Reporting Analytics). For details refer to the release information, e.g. via transaction /sfw5 (Switch Framework Customizing).

You have to activate the Virtual Machine Container (VMC). For more information about activating the VMC, see SAP Note 854170. In the pre-assembled system the Virtual Machine Container is activated.

The Adobe Flash plugin needs to be installed on the user’s local browser for using the dashboard feature in the Agent Inbox, if powered by SAP HANA. For detailed information, see SAP Note 1334838).

HTTPS is prerequisite for the dashboard functionality (Inbox Work Distribution Dashboard) within scope item Interaction Center Service Request Management with Knowledge Articles (in the context of the Accelerated Agent Inbox based on SAP HANA).

The Master Guide for SAP Customer Relationship Management provides the central starting point for the technical implementation of SAP CRM. Use the Master Guide to obtain an overview of SAP CRM, its software units, and scenarios from a technical perspective. The Master Guide helps you design your SAP CRM system landscape.

The Master Guide is available via http://service.sap.com/instguides SAP Business Suite

Applications SAP CRM SAP enhancement package 3 for SAP CRM 7.0 Plan.

2.3 Software Requirements specific to SAP HANA The SAP CRM Service Management rapid-deployment solution V2.703 can be deployed in a ‘non-HANA’ as well as in an SAP HANA context.

Scope of the solution package which is specifically dependent on SAP HANA is of course not available in a non-HANA deployment:

• Accelerated Agent Inbox (within Interaction Center business processes)

• Service Prediction

The related configuration tasks as well as the related process implications are clearly indicated in the respective configuration guides respectively business process documentation (test scripts).

The following table lists SAP HANA related software required to take advantage of SAP HANA specific scope within the SAP CRM Service Management rapid-deployment solution:

SAP Product

Product Version

Component Part of Pre-Assembled System

Logical Component in SAP Solution Manager

Comments

SAP HANA PLATFORM EDITION

SAP HANA, platform edit. 1.0 (SP07 Rev71)

SAP NEWDB Yes None Optional.



http://service.sap.com/instguides


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SAP Product

Product Version

Component Part of Pre-Assembled System

Logical Component in SAP Solution Manager

Comments

SAP HANA ANALYTICS FOR CRM

SAP HANA ANALYTICS FOR CRM 1.0 (SP05)

HCO_HBA_CRM

(HANA CONTENT HBA SAP CRM 100)

Yes None Optional.

SAP HANA content required for scope item CRM Interactive Reporting on SAP HANA.

SAP HANA CRM IC INBOX ACC

SAP HANA CRM IC INBOX ACC 1.0 (SP01)

HCO_CRM_IC_AUI2

(HANA CONT CRM IC INB2 100)

Yes None Optional.

SAP HANA content for the ‘accelerated agent inbox’ feature in SAP CRM; related to scope item Interaction Center Service Request Management.

Also refer to SAP note 1810530.

For supported hardware platforms for SAP HANA refer to SAP’s product availability matrix (PAM) via http://service.sap.com/pam and search for ‘SAP HANA’. Via the result list navigate to the PDF document “SAP Hana Enterprise-Platform 1.0 PAM”.

2.4 SAP Solution Manager and SAP Solution Manager Content Add-on

For the implementation of the solution package, a SAP Solution Manager system is recommended. SAP Solution Manager in general is needed for installation and managing of maintenance certificates, enhancement packages and upgrades. In the context of SAP rapid-deployment solutions, specific implementation content is delivered via SAP Solution Manager templates.

It is assumed that a productive SAP Solution Manager system is available in the customer’s system landscape: if the customer is already using other SAP products (for example, SAP ERP) SAP Solution Manager should already be present in the system landscape.

Software Component

Product Version SP Level Part of Pre-Assembled System


http://service.sap.com/pam


© SAP AG of 14

Software Component

Product Version SP Level Part of Pre-Assembled System

SAP Solution Manager SAP Solution Manager 7.0 Enhancement Package 1

Or

SAP Solution Manager 7.1

Or

SAP Solution Manager 7.1 on HANA (ST 712)

SP18 or higher

In case the SP is below 24, see SAP Note 1579267.

SP01 or higher

SP00 or higher

No

For more information about SAP Solution Manager (including system administration and implementation aspects described in chapters below), see the SAP Library documentation for SAP Solution Manager at http://help.sap.com → Application Lifecycle Management → SAP Solution Manager, or at http://service.sap.com/solutionmanager.

Import the content add-on ST-RDS 100 to the SAP Solution Manager product version in place. This add-on contains SAP Solution Manager content related to this solution package. See also SAP Notes 1686668 and 1726649. The latest available ST-RDS 100 content support package can be downloaded from the SAP Software Download Center on SAP Service Marketplace

(http://service.sap.com/swdc Installation and Upgrades Browse our Download Catalog SAP

Rapid Deployment solutions SAP Solution Manager Implementation Content ST-RDS 100).


http://help.sap.com/

http://service.sap.com/solutionmanager



http://service.sap.com/swdc


© SAP AG of 14

3 Integration Points This solution package provides an integration option with the customer’s existing SAP ERP system. It’s assumed that the customer has an SAP ERP system up and running in the system landscape. On a detailed level, the following integration points exist related to this solution package:

Type System 1

Direction System 2

Building Block

Master Data: Customer ECC >> CRM C03 Master Data Replication (incl. Delta Guide) C10 Central Master Data

Master Data: Product

ECC >> CRM C03 Master Data Replication (incl. Delta Guide) C10 Central Master Data

C3B Service Products

Master Data: Pricing Condition

ECC >> CRM B09 - Customizing Replication C03 - Master Data Replication (incl. Delta Guide)

Master Data: Technical Objects

ECC >> CRM C3D Technical Object Replication

Account Hierarchy ECC >> CRM C36 Account and Contact Management

Organizational Data (for Service)

ECC >> CRM C01 CRM Organizational Model C16 CRM Organizational Model for Service

Connectivity ECC <<>> CRM C71 CRM Connectivity C72 ERP Connectivity

Customizing ECC >> CRM B09 Customizing Replication

Note that the cross-system SAP Best Practices for CRM scenarios, which serve as basis for configuring the SAP CRM rapid-deployment solution, have only been validated with SAP ERP 6.0 Enhancement Package 07. Depending on the scenario however, according to the Master Guide, SAP CRM can also be integrated with lower SAP ERP releases.

The Master Guide is available via http://service.sap.com/instguides SAP Business Suite

Applications SAP CRM SAP enhancement package 3 for SAP CRM 7.0 Plan.

If implemented on lower SAP ERP release levels, customers might not be able to take full advantage of the delivered system pre-configuration and may run into issues when implementing the pre-configuration. Also note that some of the system pre-configuration which is contained in this solution package might be related to features which are not available with lower release levels.

http://service.sap.com/instguides


© SAP AG of 14

4 Required Business Functions Functionality in this solution package requires certain business functions to be active in the SAP CRM system. These business functions need to be activated before you start the actual implementation.

Activating business functions makes permanent changes to your system and cannot be undone. For more information about the impact, see the documentation of the related business function.

The following two pages list the required business functions including a mapping of the business functions to the SAP Best Practices business processes (scope items) in scope of the solution package:

Scope Item

Scope Item ID in the context of…

…ERP Integration …CRM Standalone

Service Order Management C69 C68

Complaints & Returns Management C38 n.a.

Solution Selling C27 n.a.

Interaction Center Service Order Management C80 CSJ

Interaction Center Service Request Management with the Knowledge article

C53 CSQ

CRM Interactive Reporting CR2

SAP CRM rapid-deployment solution (V6.703) Software Requirements

© SAP AG of 14

The following business functions are required on the SAP CRM side (if marked with “(H)” this business function is specific to the SAP HANA context).

Business Function ID Business Function Name CR2 C69 C68 C38 C53 C80

CRM_IC_CEBP IC and Communication-Enabled Business Processes x x

CRM_INF_1 Infrastructure x x x x

CRM_PERFORMANCE Performance and Large Contracts x x x x x

CRM_PERFORMANCE_2 Performance and Business Transaction Item Processing x x x x

CRM_RMD Rule Modeler Usability x x

CRM_SLS_SRV_1 Sales and Service x x x x x

CRM_TCI_1 Reduction of Implementation Time x x x x x

CRM_WFI_FILTER_1 Filter for Workflow Inbox x x x x x

UI_FRW_1 UI Framework x x x x x

UI_FRW_1_DOCU UI Framework Documentation x x x x x

UI_FRW_2_DOCU WebClient UI Framework Documentation x x x x x

CRM_IC_INBOX IC Inbox Extensions x (H)

CRM_IC_INBOX_2 IC Inbox Extensions 2 x (H)

CRM_IC_INBOX_ACC IC Inbox Extensions and Acceleration x (H)

CRM_ITSM Service Request Enhancements x

CRM_ITSM_ALERTS Notification Framework and E-Mail x

CRM_ITSM_COM Content and Text Management x

CRM_ITSM_FS Service Request Fact Sheet x

CRM_KA_CI_1 Knowledge Article x

CRM_KA_CI_2 Knowledge Article 2 x

CRM_BP_ASSIGNMENTS_CC2 Complaints & Leads Assignment Blocks on Business Partner OVP x

FND_VISUAL_BUSINESS Visual Business x x

CRM_ANA_BOB SAP BusinessObjects Integration and CRM Interactive Reporting x

CRM_ANA_VDM Interactive Reporting Based on SAP HANA VDM x (H)

CRM_ANA_UI5 Interactive Reporting Using UI Development Toolkit for HTML5 x (H)


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CRM_EMBED_IR_ANA_UI Embedded Interactive Reporting and SAP HANA Live Reporting Analytics x (H)

FND_ANALYTICS_TOOLS Enhancements for Business Suite Analytics x


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5 More Information

5.1 Figure of System Landscape The SAP CRM rapid-deployment solution is typically delivered based on a two-tier system landscape approach, that is, with a combined development and quality assurance system plus a productive system. The following graphic depicts the elements of a typical landscape schematically:

All configuration and testing will be done in a single client in the development / quality assurance system, and cutover activities will be supported in a single client in the production system.

5.2 Hardware Sizing Sizing means determining the hardware requirements of an SAP solution such as network bandwidth, physical memory, CPU power, and I/O capacity. Regarding required hardware respectively sizing no “standard recommendation” can be provided. The size of the hardware and database is influenced by both business aspects and technological aspects, for example the number of users using the various application components and the data load they put on the network must be taken into account.

Refer to http://service.sap.com/sizing for SAP CRM related guidance around hardware requirements and especially to the following detailed information:

http://service.sap.com/sizing Quick Sizer Tool Quick Sizer documentation: Beginners

http://service.sap.com/sizing Sizing Guidelines SAP CRM 7.x

For CPU requirements check SAP note 1501701.

Information regarding network performance (not part of sizing tools) for CRM (IC) Webclient can be found in SAP note 1162605.

In addition to using SAP’s Quick Sizer tool, we recommend to involve experienced consultants to define a reasonable sizing.

http://service.sap.com/sizing





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