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8/10/2019 CRM E Service
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CRM E-Service
ContentsCRM E-Service - Configuration Guide ...................................................................................... 4
1
Purpose .............................................................................................................................. 4
2 Preparation......................................................................................................................... 4
2.1 Prerequisites ............................................................................................................ 4
2.2 SAP Notes................................................................................................................ 4
3 Configuration ...................................................................................................................... 5
3.1 Master Data Configuration ....................................................................................... 5
3.1.1 Products............................................................................................................... 5
3.1.1.1 Hierarchies and Categories......................................................................... 5
3.1.1.1.1 Defining Object Family........................................................................... 5
3.1.1.1.2
Defining Object Family Usage ............................................................... 5
3.1.1.1.3 Defining Partner Determination Procedure............................................ 6
3.1.1.1.4 Allowing Product References for Individual Objects.............................. 7
3.1.1.1.5 Defining Category for Individual Objects ............................................... 8
3.1.1.1.6 Maintaining Category MAT_HAWA ....................................................... 9
3.1.1.1.7 Creating Categories for FAQs ............................................................. 10
3.1.1.1.8 Assigning Category Hierarchy to Application ...................................... 11
3.1.1.1.9 Defining Number Range ...................................................................... 12
3.1.1.1.10 Assigning Object Category to Products............................................. 13
3.1.1.2
Assigning Warranty to Products................................................................ 13
3.1.2 Product Catalogs ............................................................................................... 14
3.1.2.1 Defining Catalog Type............................................................................... 14
3.1.3 Product Registration .......................................................................................... 15
3.1.3.1 Defining Field Selection ............................................................................ 15
3.1.3.2 Setting Up Partner Functions.................................................................... 16
3.2 Business Process Configuration ............................................................................ 17
3.2.1 Internet User Setup............................................................................................ 17
3.2.1.1 Setting Up E-Mail Addresses .................................................................... 17
3.2.1.2 Setting Up Roles for Web-based User Management................................ 18
3.2.1.3 Generating Authorizations......................................................................... 18
3.2.1.4 Creating an Anonymous User ................................................................... 19
3.2.1.5 Creating a Reference User for B2C .......................................................... 20
3.2.1.6 Setting Up Internet Users for B2C............................................................. 21
3.2.1.7 Setting Up Registration Process for B2C.................................................. 22
3.2.1.8 Assigning a Reference User Variable for Internet Users for B2C............. 22
3.2.1.9 Configuring Field Attributes for Each Client .............................................. 23
3.2.2 Transaction Settings for E-Service Processes .................................................. 24
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3.2.2.1 Defining Status Profile for ICSS ................................................................ 24
3.2.2.2 Defining Partner Determination Procedure............................................... 25
3.2.2.3 Defining Transaction Type for ICSS Service Request.............................. 27
3.2.2.4 Defining Item Category Determination...................................................... 28
3.2.2.5 Defining Copy Control for Transaction Type............................................. 29
3.2.2.6 Assigning Item Category for Billing ........................................................... 29
3.2.2.7
Defining Transaction Types for the Internet.............................................. 30
3.2.3 Subject Profiles .................................................................................................. 31
3.2.3.1 Maintaining Code Group Profile Level ...................................................... 31
3.3 Master Data Creation ............................................................................................. 32
3.3.1 Frequently Asked Questions (FAQs) ................................................................. 32
3.3.1.1 Assigning Frequently Asked Questions to Product................................... 32
3.3.2 Product Catalogs ............................................................................................... 33
3.3.2.1 Defining Country Groups........................................................................... 33
3.3.2.2 Maintaining the Product Catalog............................................................... 35
3.3.2.2.1
Creating Product Catalogs................................................................... 35
3.3.2.2.2 Creating Catalog Variants for Products............................................... 36
3.3.2.2.3 Creating Catalog Variants for Services ............................................... 37
3.3.2.2.4 Creating Catalog Areas ....................................................................... 38
3.3.2.2.5 Assigning Products to the Product Catalog......................................... 39
3.3.2.2.6 Assigning Services to the Product Catalog ......................................... 40
3.3.2.2.7 Activating the Product Catalog for Publication .................................... 40
3.3.2.2.8 Replicating Product Catalog Contents Initially .................................... 41
3.3.2.2.9 Delta Replication of the Product Catalog............................................. 42
3.3.2.3 Maintaining Product Catalog Usage ......................................................... 43
3.4 Extended Configuration Management (XCM)........................................................ 44
3.4.1 Assigning J2EE Admin Role to User Profile ...................................................... 44
3.4.2 XCM Configuration for User Administration....................................................... 44
3.4.3 Maintaining the JCO Component....................................................................... 45
3.4.4 Creating the User for Web Shop Manager ........................................................ 46
3.4.5 Creating Internet Users...................................................................................... 46
3.4.5.1 Creating Internet Users with the Web User Interface ............................... 47
3.4.5.1.1 Creating Internet Users for Existing Contact Persons......................... 47
3.4.5.1.2 Creating Internet Users for new Contact Persons............................... 48
3.4.5.2
Creating Internet Users via Business Partner Maintenance..................... 48
3.4.5.3 Checking the Internet User Settings ......................................................... 49
3.4.6 B2B Scenario ..................................................................................................... 50
3.4.7 General Settings ................................................................................................ 51
3.4.7.1 Maintaining LWC Component ................................................................... 51
3.4.8 Components....................................................................................................... 52
3.4.8.1 Checking Available Functions Component ............................................... 52
3.4.8.2 Maintaining Product Catalog Component ................................................. 53
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3.4.8.3 Maintaining Service Contract Component ................................................ 53
3.4.8.4 Maintaining Service Request Component................................................. 54
3.4.8.5 Maintaining Live Web Collaboration Component...................................... 55
3.4.8.6 Maintaining Complaint Component........................................................... 56
3.4.8.7 Maintaining JCO Component.................................................................... 57
3.4.9 Application Configurations ................................................................................. 58
3.4.9.1
Maintaining the ICSS Application Configuration ....................................... 58
3.4.10 B2C Scenario..................................................................................................... 59
3.4.11 Components....................................................................................................... 60
3.4.11.1 Maintaining Register Component.............................................................. 60
3.4.11.2 Maintaining Service Contract Component ................................................ 60
3.4.11.3 Maintaining Service Request Component................................................. 61
3.4.11.4 Maintaining Component Complaint ........................................................... 62
3.4.12 Restarting the J2EE Services ............................................................................ 63
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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 thisbuilding block manually.
2 Preparation
2.1 PrerequisitesBefore starting with the installation of this building block, please have a look at thedocument Quick Guide to Installing SAP Best Practices for CRM .
The Building Block CRM E-Service contains the entire necessary configuration which is basicfor the configuration of any E-Commerce Internet Customer Self-Service scenario.
In case of using an ECC system as back-end system please make sure that you havesuccessfully set up the relevant sections of the following building blocks:
• B01 - CRM Generation
• C71 - CRM Connectivity
• B09 - CRM Customizing Replication
• C03 - CRM Master and Transaction Data Replication
Before starting with the installation of building block CRM E-Service please make sure thatyou have successfully set up the relevant sections of the following building blocks (see theScenario Installation Guide of the specific E-Service scenario):
• C01 - CRM Organizational Model
• C10 - CRM Central Master Data
• C13 - CRM Service Master Data (for IC Service scenarios)
• C14 - CRM E-Commerce
• C26 - CRM Service
• C28 - CRM Complaints
2.2 SAP NotesBefore you begin the installation and configuration, read the relevant SAP Notes. These SAPNotes contain important information for installation and configuration, and also correctionsconcerning this Building Block.
Make sure that you have the most up-to-date version of SAP Notes. You can find the SAPNotes on the SAP Service Marketplace (http://service.sap.com/notes ) or in SAPNet.
SAP Note # Component Description
893034 CRM-ISE-SCO Error when displaying contracts, warranties and iob
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3 Configuration
3.1 Master Data Configuration
3.1.1 Products
3.1.1.1 Hierarchies and Categories
3.1.1.1.1 Defining Object Family
Use
In this activity you assign an object family to the E-Commerce Internet Customer Self-Service product registration.
From a technical perspective, when a product is registered, an individual object is createdwhich refers to the registered product. Furthermore, the corresponding business partner –internet user as consumer (B2C) or internet user as contact of the company (B2B) – is linkedto this individual object.
The following procedure describes the set up of the technical objects – individual object,product, product catalog, and warranty – and the E-Commerce Internet Customer Self- Service customizing.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Defining Object Family
Transaction Code SPRO
IMG Path Cross-Application Components → SAP Product → Individual
Objects → Define Object Families
2. Choose New Entries .
3. Enter the following values:
Field Name Field Entry
Object family YPR
Description BP Product Registration ICSS (EN)BP Produktregistrierung ICSS (DE)
Product Type Material
Mobile <no entry>
4. Choose Save and select a customizing request if required.
ResultYou have created a new object family and assigned it to the relevant product type.
3.1.1.1.2 Defining Object Family Usage
Use
In this activity, you set up the object family used for the creation of an Installed Basecomponent of type Object in the Internet Customer Self-Service.
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Prerequisites
An Installed Base has already been created (see the Configuration Guide of building blockC13 CRM Service Master Data , chapter Creating Manufacturer’s Installed Base ).
A Solution Database has been set up and compiles (see the Configuration Guide of buildingblock C13 CRM Service Master Data , chapter Solution Database with all its sub-chapters).
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Defining Object Family Usage
Transaction Code SPRO
IMG Path Customer Relationship Management E-Service InternetCustomer Self Service Installed Base Object Family Usage
2. Choose New Entries and select all possible entry combinations of Installed BaseCategories with Object Families being offered using the input help.
3. Choose Save .
Result
A new object family used for the creation of an Installed Base component has been set up.
3.1.1.1.3 Defining Partner Determination Procedure
Use
The purpose of this activity is to define partner determination procedures which the systemuses to automatically enter partners in business transactions. The partner functions andaccess sequences you defined before were combined here.
Procedure
1. To carry out the activity, choose one of the following navigation options:
SAP CRM Defining Partner Determination Procedure
Transaction code SPRO
IMG Path Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure
When creating new data manually for both languages (EN and DE), you need tomaintain translation-sensitive data (descriptions, titles, texts etc.) twice, afterhaving logged on the system with the appropriate language (EN and/or DE).
2. On view Partner Determination Procedures choose New Entries and enter the followingdata:
Field Name Field Entry
Procedure YBPICSS
Description BP ICSS (EN)BP ICSS (DE)
3. Choose Save and choose a customizing request if required.
4. Highlight the new procedure YBPICSS and double-click on view Procedure User .
5. Choose New Entries .
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6. Select the following entry and choose Save :
Field Name Field Entry
User BUS1178 Product
7. Double-click on view Partner Functions in Procedure and choose New Entries .
8. Enter/select the following data:
Field Name Field EntryPartner Function 00000001 Sold-To Party (CRM)
Changeable (if Correct…)
No of Occurrences (Highest) 5
9. Choose Save .
10. Choose Next Entry (F8) and enter/select the following data:
Field Name Field Entry
Partner Function 00000015 Contact Person (CRM)
Changeable (if Correct…)
No of Occurrences (Highest) 5
11. Choose Save .
Result
A new partner determination procedure, which is going to be assigned in the following newobject category, has been created.
3.1.1.1.4 Allowing Product References for IndividualObjects
Use
In this activity, you can activate the function to allow product data to be referenced byindividual objects (e.g., registered products).
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Allowing Product References for Individual Objects
Transaction Code SPRO
IMG Path 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.
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3.1.1.1.5 Defining Category for Individual Objects
Use
This new object category is used for individual objects being created when you, for example,register products as part of an E-Commerce Internet Customer Self-Service process.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Defining Category for Individual Objects
Transaction Code COMM_HIERARCHY
SAP Menu Master Data → Products → Maintain Categories and Hierarchies
2. Choose Open Hierarchy…
3. Enter the following data and choose Continue .
Field Name Field Entry
Hierarchy ID R3PRODSTYP
4. Choose Display <-> Change .5. Accept the following information messages.
6. Highlight category Product Subtype .
7. To create a new category Choose Create Category .
8. Enter the following data:
Field Name Field Entry
Category ID YICSS
Description BP Service ICSS (EN)
9. Choose Continue .
10. On the Category tab page maintain the values as shown in the following table.
Field Name Entry
Basic Data on Category
Product Type Material
Object Family BP Product Registration ICSS (YPR)
Product/Object Assignment Possible
Product (Object processing: Control Fields
Can Maintain Documents
Can Maint. Conditions.
PartnerDetProc YBPICSS (BP ICSS)
Descriptions(here you define the description translation to any other language you need, e.g. German)
Language German
Category Description BP Service ICSS
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Field PartnerDetProc is only visible if both the category is related to hierarchyR3PRODSTYP and an object family has been selected.
11. On the SetTypes tab choose Add set type .
12. Maintain the values as shown in the following table:
Assigned Set Types
Set Type Position View ID
COMM_PR_SHTEXT 10 BASIC
COM_COMMERCIAL 20 BASIC
13. Choose Save .
Be aware that an internal number assignment has to be set up for the objectcategories, which shall be used for product registration (see chapter DefiningNumber Range ).
3.1.1.1.6 Maintaining Category MAT_HAWA
Use
You need to assign set type PRREF to product category MAT_HAWA in order to allow theinput of Permitted Object Categories in the master data of any product related to categoryMAT_HAWA (transaction COMMPR01).
The background to this activity is the following idea behind:
• Every product should belong to a category
• If you register an existing product, you create an individual product, which is also aproduct that has to belong to a category.
This activity enables you to assign the newly created category for individual objects (YICSS ,see chapter above) as permitted object category to all products which belong to categoryMAT_HAWA and which shall be able to be registered in an ICSS process.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Defining an Object Category for Individual Objects
Transaction Code COMM_HIERARCHY
SAP Menu Master Data → Products → Maintain Categories and Hierarchies
2. Choose Open Category…
3. Enter the following data and choose Continue .
Field Name Field Entry
Category ID MAT_HAWA
4. Choose Display <-> Change .
5. Accept the following information messages.
6. On the SetTypes tab page add the following set type:
Assigned Set Types
Set Type Position View ID
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PRREF 80 BASIC
7. Choose Save and accept the information message.
8. Choose Back .
If there are also products used in your E-Service scenarios which have beendefined with other product categories, you need to process this configuration step
also for the other product categories.
Result
Now it is possible to register a product which has been defined as trading good (belonging tocategory MAT_HAWA) within an E-Commerce Internet Customer Self-Service process.
3.1.1.1.7 Creating Categories for FAQs
Use
With this activity you create categories for Frequently Asked Questions (FAQ’s).
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Defining Category for Individual Objects
Transaction Code COMM_HIERARCHY
SAP Menu Master Data → Products → Maintain Categories and Hierarchies
2. Choose Open Hierarchy…
3. Enter the following data and choose Continue .
Field Name Field Entry
Hierarchy ID R3PRODSTYP
4. Choose Display <-> Change .
5. Accept the following information messages.
6. Highlight category Product Subtype .
7. To create a new category Choose Create Category .
8. Enter the following data:
Field Name Field Entry
Category ID YBPFAQ_PRODUCT
Description BP FAQ Category for Products (EN)
9. Choose Continue .
10. On the Category tab page maintain the values as shown in the following table (if notalready done):
Basic Data on Category
Product Type Material
Product / Object Assignment Possible
Descriptions (here you define the description translation to any other language you need, e.g. German)
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Language German
Category Description BP FAQ Kategorie für Produkte
11. Choose Save .
12. Highlight category Product Subtype .
13. Choose Create Category .
14. Enter the following data:
Field Name Field Entry
Category ID YBPFAQ_SERVICE
Description BP FAQ Category for Services (EN)
15. Choose Continue .
16. On the Category tab page maintain the values as shown in the following table (if notalready done):
Basic Data on Category
Product Type Service
Product / Object Assignment PossibleDescriptions (here you define the description translation to any language you need)
Language German
Category Description BP FAQ Kategorie für Services
17. Choose Save .
Result
The categories for the Frequently Asked Questions have been created.
3.1.1.1.8 Assigning Category Hierarchy to Application
Use
In this activity you assign the hierarchy R3PRODSTYP with the newly created object categoryYICSS to application Internet Customer Self Service .
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Assigning Category Hierarchies to Applications
Transaction Code SPRO
IMG Path Cross Application Components → SAP Product → ProductCategory→ Assign Category Hierarchies to Applications
2. Double-click on folder Assign Hierarchies to Applications .
3. Choose New Entries and maintain the following values using the input help:
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 objectcategories.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Defining Number Range
Transaction Code SPRO
IMG Path Cross-Application Components SAP Product Settings for
Product Type Number Assignment Define Number Rangesfor the Product Type ‘Material’
2. From the menu choose Group Maintain .
3. To define a new group, choose Group Insert from the menu.
4. Maintain the following values:
Field Name Field Entry
Text Y_BP_GROUP
From number e.g., 00000000000000100000
To number e.g., 00000000000000300000
Please take care for non overlapping number ranges otherwise you cannotmaintain and insert a new group
5. Choose Insert .
6. Choose Save .
7. To assign object category MAT_HAWA to the new group, perform the following steps:
8. In area Not assigned highlight object category MAT_HAWA and choose Select element .
9. Activate the checkbox of your newly defined group Y_BP_GROUP and choose Assignelement group .
10. Repeat those steps for the new object category YICSS .
11. Choose Save .
If there are also products used in your E-Service scenarios which have beendefined with other object categories than MAT_HAWA, you need to process theobject category assignment (step 7-9) also for those other object categories (seealso section Maintaining Category MAT_HAWA).
Result
A new number range has been created and assigned to certain object categories.
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3.1.1.1.10 Assigning Object Category to Products
Use
With this activity you assign the new object category for individual objects YICSS to everyproduct which is defined as trading good and which shall be able to be registered by acustomer using the internet customer self-service.
Prerequisites
Object category YICSS has been created. All trading goods listed below have beendownloaded from the back-end system.
Check if the product category (of product hierarchy R3PRODSTYP ) has been adapted likedescribed in section Maintaining Category MAT-HAWA and Defining Number Range .
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Assigning Object Category to Products
Transaction Code COMMPR01
SAP Menu Master Data → Products → Maintain Products
2. Select product C20010 (Trading good 1).
3. On tab General in screen area Permitted Object Categories (scroll down) select thefollowing entry:
Permitted Object Categories
Category ID Hierarchy ID Default
YICSS R3PRODSTYP
4. Choose Save .
5. Repeat those steps for the following products:
Material Description
C20011 Trading good 2
C20012 Trading good 3
C20020 Trading good 4
C20030 Trading good 5
C20040 Trading good 6
Result
Now it is possible to create an individual object (e.g., registered product) for a number oftrading goods.
3.1.1.2 Assigning Warranty to Products
Use
With this activity you assign a warranty to each product being used within product registrationprocess.
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The standard warranty determination within the context of product registration is based on thesales organization and distribution channel of a product catalog variant. This means that if awarranty is assigned to the product with the sales organization and distribution channel of theproduct catalog variant, this warranty will only be determined for a registered product.
Prerequisites
One or more warranties have been already created and assigned to an appropriate customerinstalled base component.
Concerning the creation of a warranty profile and the assignment to an IBase component, seechapter Warranties in the Configuration Guide of building block C13 CRM Service MasterData .
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Assigning Warranty to Products
Transaction Code COMMPR01
SAP Menu Master Data → Products → Maintain Products
2. Select the appropriate product(s) (use the same list of materials from previous section).
3. Choose button Relationships .
4. On tab PRDWTY/S choose Insert Row.
5. Maintain the following entries for each relevant product using the input help:
Field Name Field Entry
Sales Org. <your sales organization> (e.g., BP_SALES)
Dis. Chan. <your distribution channel> (e.g., 01 Direct Sales)
Valid From <today>
Valid To <today + 1 year>
Warranty <your warranty> (e.g., BP_WTY)
6. Choose Save .
Result
You assigned a warranty to a product. If the customer enters a service request in the internetcustomer self-service he can now check the general warranty regulations for the product.
3.1.2 Product Catalogs
3.1.2.1 Defining Catalog Type
Use
With this activity you define a new catalog type which you need to create a catalog for serviceproducts.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Defining Catalog Type
Transaction Code SPRO
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IMG Path 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, textsetc.) twice, after having logged on the system with the appropriate language (ENand/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
ServiceText 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.
3.1.3 Product Registration
3.1.3.1 Defining Field Selection
Use
With this activity you define which attributes of the object categories should be displayed inthe product registration form and if each of these attributes is mandatory or not.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Defining Field Selection
Transaction Code SPRO
IMG Path Customer Relationship Management → E-Commerce E-
Service → Internet Customer Self-Service → Product
Registration → Field Selection for Product Registration
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2. Choose New Entries .
3. Maintain the following entries using the input help:
CategoryHierarchy ID
CategoryID
Set Type Attribute Mandatory
R3PRODSTYP YICSS COM_COMMERCIAL COM_PURCHASE_LOC
R3PRODSTYP YICSS COM_COMMERCIAL COM_PURCH_DATE_TZ
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 fil led outby the web user during the product registration.
3.1.3.2 Setting Up Partner Functions
Use
With this activity you define role and function of the business partners.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Setting Up Partner Functions for Product Registration
Transaction Code SPRO
IMG Path Customer Relationship Management → E-Commerce → E-
Service → Internet Customer Self-Service → Product
Registration → Set Up Partner Functions
2. Choose New Entries and maintain the following six data records:
ICSS BP functions for product registration
Role Modus Function
B2C Consumer Create 00000001 (Sold-To Party)
B2C Consumer Display 00000001 (Sold-To Party)
B2B Contact Create 00000015 (Contact Person)
B2B Contact Display 00000015 (Contact Person)
B2B Company Create 00000001 (Sold-To Party)
B2B Company Display 00000001 (Sold-To Party)
3. Choose Save .
The partner functions maintained here have to match the partner functions thatare set within the partner determination of the object categories (see chapterDefining Partner Determination Procedure ).
Result
The partner functions used for the product registration process in the E-Commerce InternetCustomer Self-Service have been set up.
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3.2 Business Process Configuration
3.2.1 Internet User Setup
3.2.1.1 Setting Up E-Mail Addresses
Use
In this activity you maintain the various e-mail addresses for the following purposes:
• Solution Search:This e-mail address is used as the sender's address when a user (employee) sends asolution or solution attachment to a third party (customer) via e-mail.
• New Password:This e-mail address is used as the sender's address when the system generates a newpassword and sends it to the user via e-mail.
• Mail Recipient:This is the e-mail address to where the user can send a comment.
PrerequisitesThe system administrator has predefined the various e-mail addresses which are to be usedin the E-Commerce Internet Customer Self-Service scenarios (for example,Info@<company>.com).
For testing purposes you can use already existing e-mail addresses (for example,your own e-mail address).
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Setting Up E-Mail Addresses
Transaction Code SPRO
IMG Path Customer Relationship Management → E-Commerce → E-
Service → Internet Customer Self-Service → Set Up E-MailAddresses
2. Maintain the following values:
Field Name Field Entry
Solution Search <your relevant e-mail address> (e.g., Info@<company>.com)
New Password <your relevant e-mail address> (e.g., Info@<company>.com)
Mail Recipient <your relevant e-mail address> (e.g., Info@<company>.com)
SMTP Server <your relevant e-mail server> (e.g., <company>.com)
3. Choose Save and select a customizing request if required.
Result
You have defined the e-mail addresses for the various purposes.
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3.2.1.2 Setting Up Roles for Web-based User Management
Use
You can use E-Commerce User Administration to assign authorizations using roles andreference users.
In this activity, you can define roles that can be assigned in user administration for E-Commerce Internet Customer Self-Service users.
These roles contain all of the authorizations that an Internet user requires in order to carry outrelevant activities.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Setting Up Roles for Web-based User Management
Transaction code SPRO
IMG path Customer Relationship Management E-Commerce BasicSettings for E-Commerce Internet UserWeb-based UserManagement Set up Roles for Web-based User Management
2. Check the following entry:
Role Prese-lection
Role name Descriptionin WEb
SAP_CRM_ECO_ISE_WU _B2B
ICSS role for Internet users(B2B scenario)
ISE_B2B
SAP_CRM_ISA_WEBSHOP _MANAGER
X Authorizations for the InternetSales Web shop Manager
WebshopManager
3. Choose Save .
3.2.1.3 Generating AuthorizationsUse
ICSS Users will be created in the following sections.
These users need special authorizations. Therefore the following roles must be generated,
Later when the users are created the roles will be assigned.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Generating Authorizations for Internet User
Transaction code PFCG
SAP Menu Architecture and Technology System Administration UserMaintenance Role Administration Roles
2. Run through the following procedure with each of these roles:
Roles Users
SAP_CRM_ECO_ISE_WU_B2C ICSS User for B2C (working unit)
SAP_CRM_ECO_ISE_WU_B2B ICSS User for B2B (working unit)
SAP_CRM_ECO_ISE_TU_B2C Internet User for B2C (technical unit)
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Roles Users
SAP_CRM_ECO_ISE_TU_B2B Internet User for B2B (technical unit)
3. In the Role field enter the role name.
4. Choose Change Role .
5. Choose the tab Authorizations.
6. Choose Change Authorization Data .
7. Choose Generate .
3.2.1.4 Creating an Anonymous User
Use
In this activity you create two special Internet user master records that will be used for E-Commerce Internet Customer Self-Service actions where the customer does not have toregister before (e.g. FAQs, Solution Search).
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Creating an ICSS Anonymous User for the B2C scenario
Transaction Code SU01
SAP Menu Architecture and Technology → System Administration → User
Maintenance→ Users
2. Enter user ID Z_SERVICE and choose Create .
3. Maintain the following values (example):
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 password>
Repeat Password <your password>
Note: Ignore any information message displayed
Tab Roles
Role SAP_CRM_ECO_ISE_TU_B2C
Tab Profiles
Profile T_AC630028
4. Choose Save .
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Do the same again for the B2B user as follows:
5. Access the activity using one of the following navigation options:
SAP CRM Creating an ICSS Anonymous User for the B2B scenario
Transaction Code SU01
SAP Menu Architecture and Technology → System Administration → User
Maintenance→ Users
6. Select the User Z_SERVICE and press button Copy.
7. Change the name ‘TO’ by entering W_SERVICE
8. Press the button Copy and maintain as follows:
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 password>
Repeat Password <your password>
Note: Ignore any information message displayed
Tab Roles
Role SAP_CRM_ECO_ISE_TU_B2B
Tab Profiles
Profile T_AC630025
9. Choose Save .
3.2.1.5 Creating a Reference User for B2C
UseIn this activity you create a special Internet user master record which is used in the B2CInternet Customer Self-Service as a reference for new Internet users.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Creating an ICSS Reference User
Transaction Code SU01
SAP Menu Architecture and Technology → System Administration → User
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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
Password
Initial Password <your password>
Repeat Password <your password>
Tab Roles
Role SAP_CRM_ECO_ISE_WU_B2C
Role SAP_CRM_ECO_ISA_WU_B2C
Tab Profiles
Profile T_AC630030
Profile T_AC630055
4. Choose Save .
3.2.1.6 Setting Up Internet Users for B2C
Use
You can use this IMG activity to define which user scenario should be used for B2C in the E-Commerce Internet Customer Self-Service.
In our case the user scenario uses a SU01 user that is linked to a business partner contactperson.This structure gives you the option of defining personalization, workflow and specific userroles.Administration of this user is possible via role maintenance for Internet users in the businesspartner master data.This user scenario is the recommended configuration setting.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Set Up Registration Process
Transaction Code SPRO
IMG Path Customer Relationship Management → E-Commerce → Basic
Settings for E-Commerce → Internet User → Internet User
Settings → Set Up Internet Users (B2C)
2. Check if the following entry exists:
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Field Entry Field Name
Change Internet User (SU05) for Internet User (SU01)
3. Choose Save .
Result
The recommended user scenario (SU01) has been selected.
3.2.1.7 Setting Up Registration Process for B2C
Use
In this activity, you set up the registration for the E-Commerce Internet Customer Self-Service.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Setting Up Registration ProcessTransaction Code SPRO
IMG Path Customer Relationship Management → E-Commerce → E-
Service → Internet Customer Self-Service → Set UpRegistration 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 forWorkflow has to be set if a workflow process shall be triggered. This is usually ane-mail after the system administrator verifies the validity of the user.
Currently there are no standard SAP workflows for the E-Commerce InternetCustomer Self-Service existing. This has been left to the discretion of anycustomer.
ResultThe registration for the E-Commerce Internet Customer Self-Service has been set up.
3.2.1.8 Assigning a Reference User Variable for InternetUsers for B2C
Use
In this activity you assign the variable for a reference user to an existing user master record.
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The user master record assigned here is used in the B2C E-Commerce Internet CustomerSelf-Service reference for new Internet users to be created (SU01). It is entered in the field"Reference User" for the new user master record. The Internet user authorization checks arefirstly performed with reference to this user master record.
If there is no appropriate user master record existing in the system, you need to create one inadvance using the user administration environment (SU01).
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Assigning a Reference User Variable for Internet Users
Transaction Code SPRO
IMG Path Customer Relationship Management → E-Commerce → Basic
Settings for E-Commerce → Internet User → Internet User
Settings → Assign Reference User Variable for Internet Users(B2C)
2. Choose New Entries .
3. Maintain the following values:
Field Name Field EntryVariable $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.
3.2.1.9 Configuring Field Attributes for Each Client
Use
In this activity you define which fields at field group level in master record maintenance
• require an entry (required entry)
• are ready for input (optional entry)
• are displayed (display)
• are hidden (hide),
depending on the application object.
This definition is linked with the field status of the other criteria. The status of the field in theinput screen for master data is derived from this link.
Check the attributes delivered, and maintain the following changes.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Configuring Field Attributes for Each Client
Transaction Code SPRO
IMG Path Cross Application Components → SAP Business Partner →
Business Partner Relationships → Basic Settings → Field
Groupings→ Configure Field Attributes For Each Client
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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 Fieldgrp
Hide Req.entry
Opt.entry
Display Not spec.
Attribute 10 1090
R/3 AccountGroup
1072
8. Choose Save .
3.2.2 Transaction Settings for E-Service Processes
3.2.2.1 Defining Status Profile for ICSS
Use
When the Internet user creates a complaint or a service request in the web, he can alsocheck the current status of his request depending on the document workflow.
In order to display the right status you need to check, if an appropriate status profile isavailable (or you can create a new one) which also has to be assigned to the correspondingservice transaction.
Procedure1. Access the activity using one of the following navigation options:
SAP CRM Checking Status Profile for ICSS
Transaction Code SPRO
IMG Path Customer Relationship Management → E-Commerce → E-Service→ Internet Customer Self-Service→ Define and AssignStatus Profile for ICSS
2. Check if the following status profiles for service requests are available in the CRMsystem:
Status profile Text Lang.
CRMCOMPL SAP CRM Complaints DE
CRMICSS1 SAP CRM Srvce ICSS w/ Assgmnt DE
3. Mark each status profile and choose Details to check if the status profile contains the userstatus you need.The default settings in the CRM system are maintained in German.
4. If you want to maintain the user status of those status profile also in language EN performthe following steps:
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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.
ResultYou checked the existence of the status profiles CRMICSS1 and CRMCOMPL.If necessary you also created a copy of them with an English user status.
3.2.2.2 Defining Partner Determination Procedure
Use
In this activity, you define partner determination procedures that the system uses toautomatically enter partners in business transactions. The partner functions and accesssequences you have defined are brought together here.
Procedure
1. To carry out the activity, choose one of the following navigation options:
SAP CRM Defining Partner Determination Procedure
Transaction code SPRO
IMG Path Customer Relationship Management Basic Functions PartnerProcessing Define Partner Determination Procedure
2. Mark the standard determination procedure for service headers 00000033 (SAP Service:ICSS Header) and choose Copy As…
When creating new data manually (not using the BC-Set) for both languages (ENand DE), you need to maintain translation-sensitive data (descriptions, titles, textsetc.) twice, after having logged on the system with the appropriate language (ENand/or DE).
3. Maintain the following entries:
Field Name Field Entry
Procedure Y0000033
Description BP Service Header ICSS (EN);BP Servicekopf ICSS (DE)
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4. Choose Enter.
5. On screen Specify object to be copied choose copy all .
6. Confirm the following information message.
7. Select the new procedure and double-click on folder Partner Functions in Procedure .
8. Select function 00000055 Ship-To Party/Service Recipient (CRM) and choose Delete .
9. Select the partner function 00000056 Service Employee Group (CRM) and choose
Details .10. Maintain the following entries:
Field Name Entries
PartnerDetProc Y0000033 (BP Service Header ICSS)
Partner Function 00000056 Service Employee Group (CRM)
Changeable (if…)
No. of Occurrences (Lowest) 1
No. of Occurrences (Highest) 1
Changeable addr.
Access sequence 0011 – Organizational Data: Service Team usingProduct or Rule
Determination tm. Recurring
Characteristics Gr Generally Valid Group
11. Double-click on folder User Interface Settings .
12. Maintain the following entry:
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 00000002Ship-To Party (CRM)
Changeable (if…)
No. of Occurrences (Lowest) 1
No. of Occurrences (Highest) 1Changeable addr.
Access sequence 0005 Preceding Document -> Business PartnerRelationships: 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 .
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18. Maintain the following entries:
Field Name Entries
PartnerDetProc Y0000033 (BP Service Header ICSS)
Partner Function 00000014Employee Responsible (CRM)
Changeable (if…)
No. of Occurrences (Lowest) 1
No. of Occurrences (Highest) 1
Changeable addr.
Access sequence 1001 Business Partner Relationships: Sold-To Party
Determination tm. Recurring
Characteristics Gr Generally Valid Group
19. Choose Save .
3.2.2.3 Defining Transaction Type for ICSS Service Request
Use
A transaction type defines the properties and characteristics of a business transaction (forexample, sales order, service request, sales call), and defines the control attributes (forexample, text determination procedure, partner determination procedure, status profile,organizational data profile). A transaction type controls the processing of a specific businesstransaction.
For creating a service order type copy the standard transaction type ICSS - SAP Service -ICSS . Keep all the standard settings from the standard transaction type ICSS as defaultsettings- only the settings listed below will be changed.
Procedure1. To carry out the activity, choose one of the following navigation options:
SAP CRM Defining Transaction Type for ICSS Service Request
Transaction code SPRO
IMG Path Customer Relationship Management Transactions BasicSettings Define Transaction Types
2. Select transaction type ICSS and choose Copy As…
3. For folder Definition of transaction types maintain only the following values (and keep theothers unchanged):
Field Name Entry
Trans. Type YCSS - BP Service - ICSS
General
Description Best Practices Service Request ICSS (EN);Best Practices Serviceanforderung ICSS (DE)
Profiles
Partner Determ.Proc. Y0000033 (BP Service Header ICSS)
Status profile YCRICSS1
Activity – Customizing header level
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Field Name Entry
Category URL Internet
4. Choose Enter .
5. Confirm the following information message.
6. Choose Save and choose a customizing request if required.
3.2.2.4 Defining Item Category Determination
Use
The purpose of this activity is to define, per business transaction category and item categorygroup, which item categories the system defaults for processing business transactions. At thesame time, you can define which item categories can alternatively be entered manually forsystem default. There are a maximum of three alternative item categories possible.
Procedure
1. To carry out the activity, choose one of the following navigation options:
SAP CRM Defining Item Category Determination
Transaction code SPRO
IMG Path Customer Relationship Management Transactions BasicSettings Define Item Category Determination
2. Highlight all existing item category determinations of transaction type ICSS .
3. Choose Copy As…
4. On screen Change View ”Item Category Determination”: Details of Selected Set maintainthe following entry:
Field Name Value
Trans. Type YCSS (BP Service - ICSS)
5. Choose Enter and repeat step 4 until all i tem category determinations of transaction typeICSS were copied to the new transaction type YCSS .
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 DeterminationItem Category YSRP (BP Service Item)
Alt. itm cat.1 SRVS (SAP Std Serv ProdItm)
Alt. itm cat.2 TAN (Sales Item)
Alt. itm cat.3 SRVM (SAP Spare Part Item)
9. Choose Save and Back.
Result
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All necessary item category determinations for the new transaction type YCSS (BP ServiceICSS ) have been defined.
3.2.2.5 Defining Copy Control for Transaction Type
Use
The purpose of this activity is to define the control for copying business transaction types.
Procedure
1. To carry out the activity, choose one of the following navigation options:
SAP CRM Defining Copy Control for Transaction Type
Transaction code SPRO
IMG Path Customer Relationship Management Transactions BasicSettings Copying Control for Business Transactions DefineCopying Control for Transaction Types
2. To maintain the copy control for Service Request Service Confirmation choose New
Entries .3. Maintain the values as shown in the following table.
Field Name Value
Source trans. YCSS (BP Service ICSS)
Trans. type YCON (BP Confirmation)
Copy Price Agreements
4. Choose Save .
5. Choose Back twice.
3.2.2.6 Assigning Item Category for Billing
Use
The purpose of this activity is to assign a combination of the business transaction type (thatis, process type of the source application) and the item category of the relevant CRMbusiness transaction to an item category in CRM Billing. If this is not performed, CRM Billingdoesn’t work.
Prerequisites
Before you start assigning item categories for CRM Billing, make sure that you have definedthe transaction types and item categories for transactions that you wish to assign here.
Procedure
1. Access the activity using the following navigation options:
SAP CRM Assigning Item Category for Billing
Transaction Code BEA_ITC_DET
IMG Menu Customer Relationship Management Billing Item CategoryDetermination Assign Item Categories
2. Mark CRMB and choose Copy to select CRM Billing as Billing Engine Application.
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3. Choose New Entries and enter the following data (using the input help):
Source Process Cat. Source Item Category Billing Itm Category
YCSS YSRP YSCN
4. Choose Save .
Result
The billing item category YSCN is assigned to the E-Service transaction type YCSS and itemcategory YSRP.
3.2.2.7 Defining Transaction Types for the Internet
Use
With this activity you define and assign the necessary transaction types for all E-CommerceInternet Customer Self-Service processes being part of SAP Best Practices for CRM .
Prerequisites
The additional transaction type YCOM (BP Complaints) has already been created.
See the Configuration Guides of building block C28 CRM Complaint , chapter TransactionSettings (SAP CRM) with all its subchapters.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Defining Transaction Type for the Internet
Transaction Code SPRO
IMG Path Customer Relationship Management → E-Commerce → E-
Service → Internet Customer Self Service → Set Up Internet
Transactions→ Define Transaction Types for the Internet(Without Web Requests)
2. The following transaction types are already predefined in the CRM system:
Define Transaction Types for Internet Service
Trans.Type
Description Trans.Type
SubjectProfile
TxtType
RTxtTyp
Description
S1 ServiceRequest
ICSS SERVICE S001 Service Request
S3 InformationRequest
SRVO SERVICE S001 InformationRequest
3. To create additional transaction types being used in the E-Service scenarios choose NewEntries and add the following values:
Trans.Type
Description Trans.Type
SubjectProfile
TxtType
RTxtTyp
Description
YS1 BP Serv.Request ICSS
YCSS SERVICE S001 BP ServiceRequest for ICSS
YS4 BP ComplaintICSS
YCOM COMPLAINT C001 BP Complaint forICSS
4. Choose Save .
5. Confirm the system messages and select a customizing request if required.
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Result
The new transaction types for the internet YS1 and YS4 have been defined.
3.2.3 Subject Profiles
UseTo start the correct profile when creating an E-Commerce Internet Customer Self-Servicecomplaint you have to carry out some adaptations in the subject profile.
3.2.3.1 Maintaining Code Group Profile Level
Use
In this activity you change the hierarchy level of the subject profile.The value that you select specifies the maximum hierarchy level that a code for this catalogmay have in a service process or a complaint.Example: If you create a code from this catalog at level 1, you may only hang catalog codes
under this node if their hierarchy levels are greater than 1
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Maintaining Code Group Profile Level
Transaction Code SPRO
IMG Path Customer Relationship Management → Basic Functions →
Catalogs, Codes and Profiles → Define Subject Profiles
2. Highlight subject profile COMPLAINT and double-click on folder Code Group Profile forSubject Profile in the dialog structure.
3. Change the level for the following entry from Level 4 to Level 1:
Catalog CdGrpPrfle CdPrfleTxt Level
Request (C4) COMPLAINT Customer Request Level 1
4. Save your setting and select a customizing request if required.
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3.3 Master Data Creation
3.3.1 Frequently Asked Questions (FAQs)
3.3.1.1 Assigning Frequently Asked Questions to Product
Use
You assign question(s) and solution(s) to your appropriate product(s) and give a descriptionfor FAQs.
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Assigning Frequently Asked Questions to Product
Transaction Code CRMD_IIA_FAQ
SAP Menu Service → Enterprise Intelligence → Solution Database → Maintain Frequently Asked Questions
2. Select the appropriate product (e.g., C20010 Trading good 1) and choose Continue .
3. Mark the product to which you want to link to a problem to and choose FAQ → FindProblems from the menu.
4. On screen Problem Search Criteria use the input help of field Problem Number to searchfor the newly created problem.
(For detailed information concerning the creation of problems and solutions seethe Configuration Guide of building block C13 CRM Service Master Data , chapterCreating New Problems and Solutions ).
5. Highlight one problem and choose Copy .
6. Choose Continue .
7. On screen SDB Refine Hit List – Select Problems mark the appropriate problem andchoose Link Selected Problem .
8. Now a problem with corresponding solution has been assigned to a product.In the middle frame on the right hand side you can enter the description text for the mainfrequently asked question (e.g.; “How can I change the colors of a monitor?”).
9. Choose Save .
Depending on the language you are logged in, the link between product andFAQs is created.
Restart the JAVA application.
Result
You have assigned a problem with corresponding solution to a product and at the same timeyou defined a frequently asked question belonging to that problem.
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3.3.2 Product Catalogs
Use
For the E-Service scenarios you need two different product catalogs.One of them should contain all products and the other all services.
Prerequisites
Perform the following steps in the CRM system for each product available in the productcatalog that is used for product registration:
(a) Check if set type PRREF (Permitted Object Categories) is existing (using transactionCOMM_ATTRSET).
(b) Check if there is a default object category in the product master data.Use transaction COMMPR01 to view the product categories of each product which should beavailable in the product catalog for product registration. There should be only one productcategory.
(c) Check if at least one category has got the set type PRREF assigned (using transactionCOMM_HIERARCHY):
1. Open the first category that you identified in the previous step.
2. Click on the assigned category. Choose tab SetTypes to view the assigned set types.
3. If there is set type PRREF assigned, you can proceed.
4. If none of the categories linked to the relevant products has set type PRREF assignedyou need to perform one of the following actions:
• Don’t use this product for the product catalog
• Add the set type PRREF to one of the product categories assigned to the relevantproduct(s) (e.g., to category MAT_HAWA, being a category of hierarchyR3PRODSTYP).
• Add another category to the relevant product(s) with set type PRREF .
3.3.2.1 Defining Country Groups
Use
Country groups are used during user maintenance in the Web Shop. The country groupfunction defines the countries to which products can be sold. For example, customers in theUSA can only select US addresses from the menu when they register.
Procedure
1. Access the activity using the following navigation options:
SAP CRM Defining Country Groups
Transaction code SPRO
IMG path Customer Relationship Management E-Commerce E- Selling Define Country Groups
2. Choose New Entries .
3. Make the following entries:
Country Group Description
Y001 US
Y002 EU Countries
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4. Select your country group.
5. Double-click on Countries in the dialog structure.
6. Choose New Entries .
7. Type in the country key directly or use the input help to select the relevant country keys.
Country group Y001 Country group Y002
AR Argentina AD Andorra
BR Brazil AT Austria
CA Canada BE Belgium
CL Chile CH Switzerland
CO Columbia CZ Czech Republic
CR Costa Rica DE Germany (default)
EC Ecuador DK Denmark
GT Guatemala ES Spain
HN Honduras FI Finland
MX Mexico FR France
PA Panama GB United Kingdom
PE Peru GR Greece
PY Paraguay HU Hungary
US USA (default) IE Ireland
UY Uruguay IT Italy
NL Netherlands
NO Norway
PL Poland
PT Portugal
RO Rumania
RU Russian Fed.
SE Sweden
SI Slovenia
SK Slovakia
8. Choose Enter .
9. Keep the field with regions empty for all countries.
You can use this field if you want customers to fill out the region code of theiraddress when registering in the Web Shop.
10. Choose Save .
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3.3.2.2 Maintaining the Product Catalog
3.3.2.2.1 Creating Product Catalogs
Use
The product catalog in ICSS is used in Installed Base Management, Request Management,Service Contracts and Product Registration.
For the E-Service scenarios you need at least two different product catalogs.One of them should contain all products, the other all services.
Prerequisites
Please make sure that all settings for the product catalog and the product catalog replicationhave been done successfully (see appropriate chapters in the Configuration Guide of buildingblock C71 CRM Connectivity ).
Procedure
1. Access the activity using the following navigation options:
SAP CRM Creating Product Catalogs
Transaction code COMM_PCAT_ADM
SAP Menu Master Data Product Catalog Maintain Product Catalog
2. Enter the name of your Product Catalog.
3. Select a Catalog Type
4. Choose Create .
5. Enter a description and specify a corresponding language key. You can maintaindescriptions in different languages for one catalog.
6. In the screen area Basic data , select the validation dates.
Prerequisite: If you are using automatic product assignment, you have createdthe relevant product categories in the product master.
7. Choose Save .
Products Catalog:
Field Name Value
Product Catalog Y_BP_PC_ICSS_PRODUCTS
Catalog Type Manual product assignment
Choose Create .
Field Name Value
Description BP PC for ICSS Products (EN)BP PC für ICSS Produkte (DE)
Basic Data
Valid From <today>
Valid To <e.g., one year later>
From the menu choose Product Catalog → Another catalog .
Services Catalog:
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Field Name Value
Product Catalog Y_BP_PC_ICSS_SERVICES
Catalog Type BP Service Catalog
Choose Create .
Field Name Value
Description BP PC for ICSS Services (EN)BP PC für ICSS Services (DE)
Basic Data
Valid From <today>
Valid To <e.g., one year later>
Choose Enter and Save .
Result
Now you created two catalogs, one for products (materials), one for services.
3.3.2.2.2 Creating Catalog Variants for Products
Use
The catalog variants enable you to determine the specifications of the catalog to bepublished.
You have to define for each language you want to display in the Web Shop a variant.
Procedure
1. Access the activity using the following navigation options:
SAP CRM Creating Catalog Variants for Products
Transaction code COMM_PCAT_ADM
SAP 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 the screen area Variants .
5. In the field Maint. language, specify the language in which you want to maintain thecatalog variant data.
6. Make the following entries:
Field name Value (Example) Value (Example)
Catalog Variant ICSS_PRODUCT01 ICSS_PRODUCT02
Description ICSS_PRODUCT01(EN) ICSS_PRODUCT02 (DE)
Language English German
Currency <variable>, EUR or USD <variable>, EUR or USD
Sales organization <sales organization>for example, BP_sales
<sales organization>for example, BP_sales
Distribution channel <distribution channel>for example, 01
<distribution channel>for example, 01
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Field name Value (Example) Value (Example)
Pricing Procedure <pricing procedure>RVAA01 (Germany),RVAXUD (US)
<pricing procedure>RVAA01 (Germany),RVAXUD (US)
UoM type (Unit of measure) Base unit of measure Base unit of measure
Valid from (optional) (optional)
Valid to (optional) (optional)7. Choose Save .
3.3.2.2.3 Creating Catalog Variants for Services
Use
The catalog variants enable you to determine the specifications of the catalog to bepublished.
You have to define for each language you want to display in the Web Shop a variant.
Procedure1. Access the activity using the following navigation options:
SAP CRM Creating Catalog Variants for Services
Transaction code COMM_PCAT_ADM
SAP Menu Master Data Product Catalog Maintain Product Catalog
2. In the Product Catalog field, enter Y_BP_PC_ICSS_SERVICES.
3. Choose Change .
4. To create the catalog variants, go to the screen area Variants .
5. In the field Maint. language, specify the language in which you want to maintain the
catalog variant data.6. Make the following entries:
Field name Value (Example) Value (Example)
Catalog Variant ICSS_SERCIVE01 ICSS_SERCIVE02
Description ICSS_SERCIVE01(EN) ICSS_SERCIVE02 (DE)
Language English German
Currency <variable>, EUR or USD <variable>, EUR or USD
Service organization <service organization> forexample BP_SERVC
<service organization> forexample BP_SERVC
Sales organization <sales organization>
for example, BP_sales
<sales organization>
for example, BP_sales
Distribution channel <distribution channel>for example, 01
<distribution channel>for example, 01
Pricing Procedure <pricing procedure>for example Y3SRVV
<pricing procedure> forexample Y3SRVV
UoM type (Unit ofmeasure)
Base unit of measure Base unit of measure
Valid from (optional) (optional)
Valid to (optional) (optional)
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7. Choose Save.
3.3.2.2.4 Creating Catalog Areas
Use
With this function you can structure and organize your product catalog to fit your needs.
Procedure
1. Access the activity using the following navigation options:
SAP CRM Creating Catalog Areas
Transaction code COMM_PCAT_ADM
SAP Menu Master Data Product Catalog Maintain Product Catalog
2. In the Product Catalog field, enter your Product Catalog.
3. Choose Change .
4. To create catalog areas, from the screen area Object name, select the node Product
Catalog and click the right mouse button. Choose Create Subarea .5. In the field Catalog area, enter a name for your Catalog Area.
6. In the field Description, enter a <Description> for the catalog area.Note: To access these areas within the Web Shop you have to maintain a separatelanguage variant of the description for each area in every language that is used to log onto your Web Shop. Using the language key, you can create descriptions in differentlanguages.
To manually assign the products to your catalog area, ensure that the fieldAutoAssign is deselected. To automatically assign the products to your catalogarea, select the field AutoAssign .
7. At header data area you can assign documents (pictures) to the catalog area, select theDocuments tab and choose Import Document or Create..
8. To create texts, select the tab Texts and choose Create .
9. Choose Save .
10. To create further subareas for an individual subarea, select Sub area or Adjacent area .
11. Maintain one catalog area for each of the new catalogs one after another.Use the following data:
Field Name Value
Product Catalog Y_BP_PC_ICSS_PRODUCTS
Catalog Area PRODUCT AREA
Description Product Area (English)Produktbereich (Deutsch)
Field Name Value
Product Catalog Y_BP_PC_ICSS_SERVICES
Catalog Area SERVICE AREA
Description Service Area(English)Servicebereich (Deutsch)
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3.3.2.2.5 Assigning Products to the Product Catalog
Use
After creating the product catalog, you assign products manually to the catalog.
Ensure that the products belong to the sales areas that you have specified for the catalogvariants.
Procedure1. Access the activity using the following navigation options:
SAP CRM Assigning Products to the Product Catalog
Transaction code COMM_PCAT_ADM
SAP Menu Master Data Product Catalog Maintain Product Catalog
2. In the Product Catalog field, enter your Product Catalog.
3. Choose Change .
4. Check that the status is Inactive .
A yellow light bulb indicates that the status is Active. To set the status to Inactive,click the light bulb and a gray light bulb appears.
To add new products to your product catalog, you must first deactivate the status on alllevels.
5. In the Object Name screen area, select your product catalog.
6. Choose Expand all .
7. Double-click the catalog area to which you want to manually assign the products.
8. Enter your products at Item Overview Area .
9. Check that the product status is Inactive.
The product is only visible in those catalog variants which have the sameassignment of a sales organization as the product.
10. Choose Save .
Field Name Value
Product Catalog Y_BP_PC_ICSS_PRODUCTS
Assigned Products
Product ID Product Description
C20010 Trading good 1
C20011 Trading good 2
C20012 Trading good 3C20020 Trading good 4
C20030 Trading good 5
C20040 Trading good 6
11. Choose Save .
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3.3.2.2.6 Assigning Services to the Product Catalog
Use
After creating the product catalog, you assign products manually to the catalog.
Procedure
1. Access the activity using the following navigation options:
SAP CRM Assigning Products to the Product Catalog
Transaction code COMM_PCAT_ADM
SAP Menu Master Data Product Catalog Maintain Product Catalog
2. In the Product Catalog field, enter your Product Catalog.
3. Choose Change .
4. Check that the status is Inactive .
A yellow light bulb indicates that the status is Active. To set the status to Inactive,click the light bulb and a gray light bulb appears.
To add new products to your product catalog, you must first deactivate the status on alllevels.
5. In the Object Name screen area, select your product catalog.
6. Choose Expand all .
7. Double-click the catalog area to which you want to manually assign the products.
8. Enter your products at Item Overview Area .
9. Check that the product status is Inactive.
The product is only visible in those catalog variants which have the sameassignment of a sales organization as the product.
10. Choose Save .
Field Name Value
Product Catalog Y_BP_PC_ICSS_SERVICES
Assigned Products
Product ID Product Description
CSSRV_01 Maintenance
CSSRV_02 Repair
CSSRV_03 Monitor Repair
CSSRV_04 Printer Repair
11. Choose Save .
3.3.2.2.7 Activating the Product Catalog for Publication
Use
To publish your product catalog, you must activate the following parts of the product catalog:
• Catalog header
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• Catalog variants
• Catalog areas
• Catalog sub areas
• Product item level
Procedure
1. Access the activity using the following navigation options:
SAP CRM Activating the Product Catalog for Publication
Transaction code COMM_PCAT_ADM
SAP Menu Master Data Product Catalog Maintain Product Catalog
2. In the Product Catalog field, enter Product Catalog.
3. Choose Change .
4. In the screen area Object Name , select the category subarea . Click the right mousebutton and choose Activate Inclusive sub areas and items .
5. In the screen area Object name , double-click the catalog header.
6. Expand Header Data by choosing the Expand data area Button labeled Header Data 7. To activate the basic data and the variants, click the corresponding light bulb icons
(Activate). Ensure that the catalog is in change mode.
8. Choose Save .
Field Name Value
Product Catalog Y_BP_PC_ICSS_PRODUCTS
Product Catalog Y_BP_PC_ICSS_SERVICES
3.3.2.2.8 Replicating Product Catalog Contents Initially
Use
This function transports product catalog data (for example, product items or text) to the indexserver. You can replicate all or individual product catalog variants. The replicated productcatalog contents are transferred from the index server to the Web server. The product catalogcontents are then available in the E-Commerce application
Procedure
1. Access the activity using the following navigation options:
SAP CRM Replicating Product Catalog Contents In
Transaction code COMM_PCAT_IMS_INIT
SAP Menu Master Data Product Catalog Initial Replication
2. In the screen areas Input parameters and Run parameters , enter the following data:
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Field name Entry
Product catalog <Product Catalog>
Variant (empty = all) No entry
Search serverrelation
<search server relation>
(name as defined in the transaction SRMO)
Publishing computer
ID
<publishing computer ID>
(name as defined in Customizing – set targets for publishing)
Force Overwriting ofIndexes
selected
3. Choose Execute (F8).
Field Name Value
<Product Catalog> Y_BP_PC_ICSS_PRODUCTS
<Product Catalog> Y_BP_PC_ICSS_SERVICES
4. After the replication is complete, you receive a log of the results. If the traffic lights aregreen, the replication was successful.
If errors occur when replicating the data to the TREX server, you might have torestart the TREX server – ask your system administrator.
3.3.2.2.9 Delta Replication of the Product Catalog
Use
Changes to the Product Catalog (e.g. adding new products, assigning images, defining views)
are not automatically transferred to the Web Server. A replication of the delta information isnecessary.
After the initial replication this activity has to execute for every catalog content change thatshould be available on the index server and the Web server.
Procedure
1. Access the activity using the following navigation options:
SAP CRM Delta Replication of the Product Catalog
Transaction code COMM_PCAT_IMS_UPDA
SAP Menu Master Data Product Catalog Update Replication
2. Enter the following data:
Field name Entry
Product catalog <Product Catalog>
Variant (empty = all) No entry
3. Choose Execute (F8).
4. After the replication is complete, you receive a log of the results. If the traffic lights aregreen, the replication was successful.
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3.3.2.3 Maintaining Product Catalog Usage
Use
In this activity, you set up the product catalog used in the E-Commerce Internet CustomerSelf-Service by maintaining the corresponding indicator for the usage of the product catalog.
The indicators of your catalog will be entered in the XCM settings (see chapterExtended Configuration Management (XCM ).
Procedure
1. Access the activity using one of the following navigation options:
SAP CRM Maintaining Product Catalog Usage
Transaction Code SPRO
IMG Path Customer Relationship Management → E-Commerce E-
Service → Internet Customer Self-Service → Set Up Internet
Transactions→ Product Catalog Usage
2. Choose New Entries and maintain the following entries using the input help:
Indicator Product Catalog Catalog Variant
1000 Y_BP_PC_ICSS_PRODUCTS ICSS_PRODUCT01
2000 Y_BP_PC_ICSS_SERVICES ICSS_SERCIVE01
3. Choose Save .
Result
Now you have created the product catalog connection between the web application and theback end.
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3.4 Extended Configuration Management (XCM)
Use
The Extended Configuration Management (XCM) Administrator is the configuration tool forthe Java components of the ICSS application.
The description of the XCM configuration settings is separated into two parts:
• One for the B2B scenario for E-Service(URL: http://<host>:<port>/icss_b2b/admin/index.jsp )
• One for the B2C Scenario for E-Service(URL: http://<host>:<port>/icss_b2c/admin/index.jsp ).
3.4.1 Assigning J2EE Admin Role to User Profile
Use
Before you can maintain the XCM, you have to assign to your su01 user a special profile thatallows you the access to XCM.
Procedure
1. Access the activity using the following navigation option:
SAP CRM Assigning J2EE Role to User Profile
Transaction code SU01
SAP Menu Architecture and Technology Administration SystemAdministration User Maintenance Users
2. Enter your User and choose Change .
3. Choose the tab Roles .
4. Enter additional Role SAP_J2EE_ADMIN.
5. Choose Save .
3.4.2 XCM Configuration for User Administration
Use
Before you create a user, you have to define your customer configuration and set up theparameters for the user administration.
Procedure
1. Access the activity using the following navigation option:
Web browser XCM Configuration for User Administration
URL http://<host>:<port>/isauseradm/admin/xcm/init.do
Username <Your User>
Password <your Password>
2. Select the pre-configured SAP Configuration:
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XCM Menu Start Application Configurations SAP isauseradmStandard
3. Choose Edit .
4. Enter the configuration name in the field Create customer configuration based on thisSAP application configuration , for example =<yourscenario> (the name of configuration iscase- sensitive).
5. Choose Create .
6. Assign a value to a configuration parameter jcodata by selecting the appropriate valuefrom the dropdown list box.
If the parameter jcodata doesn’t exist, you can create it in the folder Components Customer jco, which is described below.
7. Restart the Java application now or after the next section Maintaining JCO Data.
8. Choose Advanced Settings: Display.
9. Change entry usertype to CRM SU01 UserID if you don’t want to use UME.
10. Choose Save Configuration.
3.4.3 Maintaining the JCO Component
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining JCO Component
URL http://<host>:<port>/isauseradm/admin/xcm/init.do
Username <Your User>
Password <your Password>
2. Access the JCo Component:
XCM Menu Start Components Customer jco
3. Enter the required data, for example:
Name Description
Client The client used to log on to the SAP system,
Group Group (for example, PUBLIC)
lang Language (for example, en)
Maxcon Maximum size of SAP Java Connector pool
mshost Message server host name
passwd Password for SAP system. This password is encrypted when it isstored.
r3name System ID (for example, IDES)
User User name (for example, weblogin)
4. Choose Save configuration .
5. Restart the Java application.
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3.4.4 Creating the User for Web Shop Manager
Use
In order to create or maintain an Internet User you need a user with the authorization roleWeb Shop Manager: SAP_CRM_ISA_WEBSHOP_MANAGER.
Procedure
1. Access the activity using the following navigation options:
SAP CRM Creating the User for Web Shop Manager
Transaction Code SU01
SAP Menu Architecture and Technology Administration SystemAdministration User Maintenance Users
2. In the User field, enter WEBADMIN.
3. Choose Create (F8).
4. Enter the following data:
Address tab
Last Name Web Shop Manager
E-Mail A valid e-mail address which appears as sender of user andpassword
Comm. Method E-Mail
Logon data tab
Alias WEBADMIN
The alias is required for the determination of the User by logon to
the Web-Management.
User type Dialog
Password Initial ( at the first logon change password to welcome)
Roles tab
Role SAP_CRM_ISA_WEBSHOP_MANAGER
5. Choose Save .
3.4.5 Creating Internet Users
Use
There are two different ways to create B2B internet users to log on to the E-CommerceInternet Customer Self-Service. It is your choice which way you want to choose.
You can use the Web User Interface or you can you the Business Partner Maintenance in theCRM system.
For the Web User Interface we describe how to create an internet user for a contact personthat already exists for a customer and how to create internet users for new contact persons atthe customer side.
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For the Business Partner Maintenance in the CRM system we describe how to create for aninternet user for an already existing contact person.
3.4.5.1 Creating Internet Users with the Web User Interface
3.4.5.1.1 Creating Internet Users for Existing Contact
Persons
Prerequisites
The contact persons in the CRM system have maintained the contact person relationshipgeneral data. The e-mail address is important.
Use
You have to use the User administration with the authorization web shop manager or acustomer company super user for creating Internet Users.
Procedure
1. Access the activity using the following navigation option:Webbrowser
Creating an Internet User for Business Partner
URL http://<host>:<port>/isauseradm/useradmin/init.do?scenario.xcm=<yourscenario>
2. Log on to the Web User Management with the above-created user/password (forexample, Web Shop Manager user/password).
3. Choose Create new user s.
4. Go to section Create New User for Existing Contact Person Create .
5. Select the relevant Contact Person and choose Copy .
6. Enter the User ID of the user.
7. Assign the authorization, select ISE_B2B and choose .
8. Choose Continue.
9. Choose Create.
You get a new initial password and have to pass on the access data to the Internet user.The first time you log on to the Web shop you have to change this.
10. Choose Exit .
The e-mail address for the contact person must be maintained in section Checking e-mailaddress for Contact Person .
If you try to create an order in the Web shop and get a runtime error, the problem is that theuser and the sold-to-party have different format settings (for example, date). You have to usethe same format as the sold-to-party. You can set this up via transaction code SU01 in theCRM system.
For example: The user with alias Chung_egon is created based on the Web User interface.After creating the user, you have to log on to the CRM system (SAP GUI). Start SU01 andsearch for the alias Chung_egon and go to the tab Defaults, then set the Decimal Notation
with the format for country US and Date Format . Save thedata.
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3.4.5.1.2 Creating Internet Users for new Contact Persons
Please check the Delta Guide.
Use
You have to use the User administration with the authorization web shop manager or a
customer company super user for creating Internet Users.
Procedure
1. Access the activity using the following navigation option:
Webbrowser
Creating an Internet User for Business Partner
URL http://<host>:<port>/isauseradm/useradmin/init.do?scenario.xcm=<yourscenario>
2. Log on to the Web User Management with the above-created user/password (forexample, Web Shop Manager user/password).
3. Choose Create New User s.
4. Enter the User ID; E-mail of the user.
5. Assign the companies; by clicking the link Company search you can also search for thecompany of the User or display all. Then select the company, and adopt the selectedcompany.
6. Assign the authorization ISE_B2B and choose .
7. Select via the drop down list the Form of Address/Title, for example, Mr.
8. Enter the First Name/Name.
9. Choose Continue.
10. Select company address and enter the communication data: language, telephone, fax.
11. Choose Create.
12. You get a new initial password and have to pass on the access data to the Internet user.The first time you log on to the Web shop you have to change this.
If you try to create an order in the Web shop and get a runtime error. The problem is that theuser and the sold-to-party have different format settings (for example, date). You have to usethe same format as the sold-to-party. You can set this up via transaction code SU01 in theCRM system.
For example: The user with alias Chung_egon is created based on the Web User interface.After creating the user, you have to log on to the CRM system (SAP GUI). Start SU01 andsearch for the alias Chung_egon and go to the tab Defaults, then set the Decimal Notation
with the format for country US and Date Format . Save thedata.
3.4.5.2 Creating Internet Users via Business PartnerMaintenance
Use
This is the procedure to create internet users for contact persons, which already exist in theECC system.
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Procedure
1. Access the activity using the following navigation options:
SAP CRM Creating Contact Persons for Business Partners
Transaction code BP
SAP Menu Master Data Business Partner Maintain Business Partner
2. Search the Contact Person for which you want to create an Internet User.3. Go to the General Data Page and choose Change .
4. In the field Change in BP Role , choose the Internet User (New) role.
5. Go to the Internet User tab.
6. Enter the Internet User and Password . The Internet User field corresponds to the Aliasfield in SU01 User Maintenance.
7. In User Roles , enter the role SAP_CRM_ECO_ISE_WU_B2B.
8. Choose Save .
Result
You can log on to the Web shop with the Internet User and Password you created.
3.4.5.3 Checking the Internet User Settings
Use
You must check that the Alias is maintained for the Internet User, if you are not using aPortal. Otherwise you can’t log on to ICSS. In the following chapter Maintaining the ICSSApplication Configuration the assignment of the usertype CRM_Standalone is done.
Depending on your user concept if you want to use the Alias or the User ID these are thechapters were you have to maintain the data according your decision.
Check that the date and the format settings or your internet user correspond to the settings ofyour system.
Procedure
1. Access the activity using the following navigation options:
SAP CRM Checking the Internet User Settings
Transaction Code SU01
SAP Menu Architecture and Technology Administration SystemAdministration User Maintenance Users
2. Enter the User and choose Change.
3. If there are inconsistencies with the address maintain the required data. (Last Name, FirstName and E-Mail)
4. Go to the Logon data tab page.
5. Maintain the Alias.
6. Go to the Roles tab page.
7. Choose Display/Change , so that you are in display mode.
8. If the Role SAP_CRM_ECO_ISE_WU_B2B is red. Double click on the Role. Otherwisego to step 13.
9. Go to the User tab page.
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10. Choose User comparison .
11. Choose Complete comparison .
12. Choose Back .
13. Go to the Defaults tab.
14. Choose Change , that you are in change mode.
15. Set the Decimal Notation and Date Format according your country settings. For example,
for country US and Date Format .
16. Choose Save .
3.4.6 B2B Scenario
Use
The XCM configuration is scenario-dependent. For that reason use the B2B link just for theconfiguration of the B2B scenario and the B2C link only for the B2C scenario.In most cases both configurations are very similar but there can be of course somedifferences as well.
Procedure
1. Start the XCM Administrator in your Web browser using the following navigation options:
Web browser Extended Configuration Management (XCM)
URL http://<host>:<port>/icss_b2b/admin/index.jsp
User name <Your CRM User>
Password <Your CRM Password >
2. Click on XCM Administration to start the configuration tool.
3. After starting the XCM administration you find a Start menu in the left frame. It contains:
• General Settings :Here you carry out some general settings for your application.
• Application Configurations :Contains all components used in your application.
• Components :Area to build up your application.You should customize the components before defining the application.All components are already available with their default settings, so only the necessarychanges are described in this guide.
Only maintain modifications in the Customer area – never change entries in
the SAP area!
When changing a XCM setting, the orange row indicates that value is derivedfrom base configuration and has been changed by the customer.
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3.4.7 General Settings
3.4.7.1 Maintaining LWC Component
Use
The purpose of this activity is to maintain the general web application scope settings for LiveWeb Collaboration. The LWC component contains the configuration needed for running Live
Web Collaboration. It contains configuration for Email functionality, JMS, routing of customersrequests, and other third party product configuration.
In case you have CCMS monitoring in use and or you want to use the LWC communicationchannels (especially e-mail) make some entries here. Otherwise you can accept all defaultsettings, there’s no need to make any changes here.
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining LWC Component
URL http://<host>:<port>/icss_b2b/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the pre-configured SAP configuration from the dialog structure on the left handside:
XCM MenuStart General Application Settings Customer lwc lwcconfig
Choose the button ‘Edit’ and change the status of XCM to Edit mode.Don't forget to switch to Display mode after saving changes.
3. Maintain the following parameters (use the scrolling buttons to navigate to the parameterson the different pages) and leave the others unchanged:
Field name Value
Page 1
mail.smtp.host <your relevant SMTP server>
cic.mail.to<your service e-mail address to where the e-mails from yourcustomers should be sent to>
Ask your administrator for the relevant e-mail address and SMTP server.For testing purposes you can use already existing e-mail addresses (e.g., yourown e-mail address).
4. Choose Save Configuration .
5. Repeat these steps for the B2C configuration with the URL:http://<host>:<port>/icss_b2c/admin/xcm/init.do
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3.4.8 Components
Use
In this area you define the components of your Java application. In the customizing of thecomponents you mainly define the appearance of the ABAP objects in the Java environmentand the value transfer for these objects between the ABAP and the Java environment.
The configuration of the components being listed here does not have to be changed:
• PRODUCT_REGISTRATION
• REQUESTS
• IBASE_SELECTION
• EMAILSIZE
• FORGOT_PASSWORD_FORM
• IBASE
• SOLUTION_SEARCH
• ATTACHMENTS
• Ims
• USER_ID
•
FIRST_FUNCTION• MIME_TYPES_ICONS
• PRODUCT_SELECTION
3.4.8.1 Checking Available Functions Component
Use
The Functions Available component contains parameters for enabling or disabling variousfunctions.
Check if all parameters are enabled (value 1) in the pre-defined SAP component
configuration.
Procedure
1. Access the activity using the following navigation option:
Web browser Checking Available Functions Component
URL http://<host>:<port>/icss_b2b/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the pre-configured SAP configuration from the dialog structure on the left handside:
XCM Menu Start Components SAP AVAILABLE_FUNCTIONS AVAILABLE_FUNCTIONSdefault
3. Check if all parameters are enabled (value 1) in the pre-defined SAP componentconfiguration.
4. If not, create a new customer component configuration with BP_FUNCTIONS asConfiguration Name :
XCM Menu Start Components Customer FUNCTIONS_AVAILABLE
5. Repeat these steps for the B2C configuration with the URL:http://<host>:<port>/icss_b2c/admin/xcm/init.do
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3.4.8.2 Maintaining Product Catalog Component
Use
The purpose of this activity is to make sure that the entries maintained in component ProductCatalog correspond with those entries made in the ABAP customizing (see chapterMaintaining Catalog Usage ).
Corresponding IMG path in the CRM system:Customer Relationship Management → E-Service → Internet Customer Self-Service → Set
Up Internet Transactions → Product Catalog Usage ).
Make sure that the catalogs really exist and already are replicated.
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining Product Catalog Component
URL http://<host>:<port>/icss_b2b/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu Start Components Customer product_catalog
3. To create a new component configuration, type in BP_PRODUCT_CATALOG as Name andchoose Create .
4. 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
5. Choose Save Configuration .
6. Repeat these steps for the B2C configuration with the URL:http://<host>:<port>/icss_b2c/admin/xcm/init.do
3.4.8.3 Maintaining Service Contract Component
Use
The purpose of this activity is to enables web users to see detailed information about theirservice contracts. Web users who are contacts of companies have access to their servicecontracts and to those of their company.
Procedure
1. Access the activity using the following navigation option:
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Web browser Maintaining Service Contract Component
URL http://<host>:<port>/icss_b2b/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu Start Components Customer service_contract 3. To create a new component configuration, type in BP_SERVICE_CONTRACT as
Configuration Name and choose Create .
4. Check and maintain the following entries (use the scrolling buttons to navigate to theparameters on the different pages) and leave the others unchanged:
Field name Value
Page 1-3
DISPLAY_B2B_B2C * B2B
DISPLAY_LIST_COLUMN_1_DETAIL_ENABLE 1
DISPLAY_LIST_COLUMN_3_DETAIL_ENABLE 1
DISPLAY_LIST_COLUMN_4_DETAIL_ENABLE 1
DISPLAY_LIST_COLUMN_5_DETAIL_ENABLE 1
DISPLAY_LIST_COLUMN_6_DETAIL_ENABLE 1
DISPLAY_LIST_COLUMN_7_DETAIL_ENABLE 1
ITEM_DISPLAY_LIST_COLUMN_2_DETAIL_ENABLE 1
ITEM_ DISPLAY_LIST_COLUMN_3_DETAIL_ENABLE 1
ITEM _DISPLAY_LIST_COLUMN_3_SORT_ENABLE 1
ITEM _DISPLAY_LIST_COLUMN_4_DETAIL_ENABLE 1
ITEM _DISPLAY_LIST_COLUMN_4_SORT_ENABLE 1
ITEM _DISPLAY_LIST_COLUMN_5_DETAIL_ENABLE 1
ITEM _DISPLAY_LIST_COLUMN_6_DETAIL_ENABLE 1
* If you run both scenarios for E-Commerce Internet Customer Self-Service, B2Band B2C, you need to maintain field SR_CONF_DISPLAY_B2B_B2C in bothenvironments: in the XCM environment for B2B (value: B2B) and for B2C (value:B2C).
5. Choose Save Configuration .
6. Repeat these steps for the B2C configuration with the URL:http://<host>:<port>/icss_b2c/admin/xcm/init.do
3.4.8.4 Maintaining Service Request Component
Use
The purpose of this activity is to make sure that the entries maintained in component ServiceRequest correspond with those entries made in the ABAP customizing concerning usedrequest types and product catalog (see chapter Defining Transaction Type for the Internet ).
Corresponding IMG path in the CRM system:Customer Relationship Management → E-Service → Internet Customer Self-Service → Set
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Up Internet Transactions → Define Transaction Types for the Internet (Without WebRequests)).
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining Service Request Component
URL http://<host>:<port>/icss_b2b/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu Start Components Customer SERVICE_REQUEST
3. To create a new component configuration, type in BP_SERVICE_REQUEST asConfiguration Name and choose Create .
4. Check and maintain the following entries (use the scrolling buttons to navigate to theparameters on the different pages) and leave the others unchanged:
Field name ValuePage 1
CREATE_INFOREQ_TYPE S3
CREATE_SERVREQ_TYPE YS1
DISPLAY_B2B_B2C: B2B
DISPLAY_LIST_COLUMN_1_DETAIL_ENABLE 1
Page 2
DISPLAY_LIST_COLUMN_4_DETAIL_ENABLE 1
DISPLAY_LIST_COLUMN_5_DETAIL_ENABLE 1
* If you run both scenarios for E-Service, B2B and B2C, you need to maintainfield SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCMenvironment for B2B (value: B2B) and for B2C (value: B2C).
5. Choose Save Configuration .
6. Repeat these steps for the B2C configuration with the URL:http://<host>:<port>/icss_b2c/admin/xcm/init.do
3.4.8.5 Maintaining Live Web Collaboration Component
UseIf the functionalities of Email/Chat and Voice over IP should be included (as the e-mailfunctionality in our case) the Contact Us functionality should lead to Live Web Collaboration(Online Support) function (value 1).
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining Live Web Collaboration Component
URL http://<host>:<port>/icss_b2b/admin/xcm/init.do
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Username <Your CRM User>
Password <Your CRM Password >
2. Select the pre-configured SAP configuration from the dialog structure on the left handside:
XCM Menu Start Components Customer Live_Web_Collaboration
3. To create a new component configuration, type in BP_ICSS_LWC_ENABLE asConfiguration Name and choose Create .
4. Maintain the following entry using the input help:
Field name Value
lwc_enable 1
5. Choose Save Configuration .
6. Repeat these steps for the B2C configuration with the URL:http://<host>:<port>/icss_b2c/admin/xcm/init.do
3.4.8.6 Maintaining Complaint Component
Use
In the E-Commerce Internet Customer Self-Service, the complaint function enables web usersto submit complaints and view a list of the complaints that they have previously created. Webusers who are contacts of companies have access to their complaints and to those of theircompany.
The purpose of this activity is to make sure that the entries maintained in componentComplaint correspond with those entries made in the ABAP customizing concerning the usedrequest type (see chapter Defining Transaction Type for the Internet ).
Corresponding IMG path in the CRM system:Customer Relationship Management → E-Service → Internet Customer Self-Service → Set
Up Internet Transactions → Define Transaction Types for the Internet (Without WebRequests)).
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining Complaint Component
URL http://<host>:<port>/icss_b2b/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the pre-configured SAP configuration from the dialog structure on the left handside:
XCM Menu Start Components Customer COMPLAINT
3. To create a new component configuration, type in BP_COMPLAINT as ConfigurationName and choose Create .
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4. Check and maintain the following entries (use the scrolling buttons to navigate to theparameters on the different pages) and leave the others unchanged:
Field name Value
Page 1
CREATE_TRANS_TYPE YS4
DISPLAY_B2B_B2C * B2B
DISPLAY_I_LIST_COLUMN_1 COMPLAINT_ITEM_PRODUCT
* If you run both scenarios for E-Service, B2B and B2C, you need to maintainfield SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCMenvironment for B2B (value: B2B) and for B2C (value: B2C).
5. Choose Save Configuration .
6. Repeat these steps for the B2C configuration with the URL:http://<host>:<port>/icss_b2c/admin/xcm/init.do
3.4.8.7 Maintaining JCO Component
Use
The configuration of this component is used by the SAP Java Connector (JCO) for thecommunication / data exchange between the SAP system (ABAP) and the JAVAenvironment.
You get the correct entries from your system administrator.
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining JCO Component
URL http://<host>:<port>/icss_b2b/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the pre-configured SAP configuration from the dialog structure on the left handside:
XCM Menu Start Components Customer jco
3. To create a new component configuration, type in BP_JCO_<systemID>_<client> asConfiguration Name and choose Create .
4. Maintain the following entry using the input help:
Field name Value
client <your relevant client of your CRM system>
lang <your default language (e.g., EN)>
group <case sensitive group (e.g., PUBLIC)>
r3name * <CRM system ID>
mshost <your message server host name>
user * Z_SERVICE
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Field name Value
passwd * <Password for CRM system / client>
maxcon<Maximum size of SAP Java Connector connection pool (e.g.,100)>
*See chapter Creating an Internet User Master Record .
5. Choose Save configuration .
6. Repeat these steps for the B2C configuration with the URL:http://<host>:<port>/icss_b2c/admin/xcm/init.do
3.4.9 Application Configurations
3.4.9.1 Maintaining the ICSS Application Configuration
Use
An application configuration defines the behavior of the application.
The purpose of this activity is to assign the various component configurations being defined
before (see chapter Components ) to the application configuration which you want to use asdefault configuration for your E-Service scenarios.
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining the ICSS Application Configuration
URL http://<host>:<port>/icss_b2b/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the pre-configured SAP configuration from the dialog structure on the left handside:
XCM Menu Start Application Configurations SAP icss_standard
3. To create a new application configuration, type in BP_<systemID>_<client> as Name
and choose create .
4. Define this new application configuration as default:
Field name Value
default configuration
The application configuration which is defined as default will be shown with agreen icon after being saved.
5. Assign all your newly defined customer configurations to the corresponding components(Param. Name ) using the input help (for the remaining components you can keep theassignment of the default configurations <component>default ):
Param. Name Value
jcodata BP_JCO_<systemID>_<client>
complaint BP_COMPLAINT
service_request BP_SERVICE_REQUEST
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Param. Name Value
service_contract BP_SERVICE_CONTRACT
register BP_REGISTER (only for B2C)
live_web_collaboration BP_ICSS_LWC_ENABLE
product_catalog BP_PRODUCT_CATALOG
6. Choose Display next to Advanced Settings.
Param. Name Value
usertype CRM_Standalone
If you are using the User Alias to log on to the ICSS it is recommended to useusertype CRM_Standalone. With the User Alias you can use longer names. If youare using a Portal you use usertype CRM_Standalone_with_UME_logon and theUser ID to log on to ICSS.
7. Choose Save Configuration .
8. Repeat these steps for the B2C configuration with the URL:
http://<host>:<port>/icss_b2c/admin/xcm/init.do
3.4.10 B2C Scenario
Use
The XCM configuration is scenario-dependent. For that reason use the B2B link just for theconfiguration of the B2B scenario and the B2C link only for the B2C scenario.In most cases both configurations are very similar but there can be of course somedifferences as well.
There are nearly the same configuration steps necessary, if you use a B2C Scenario.
For the B2C scenario, create the same component configurations that you did for the B2Bscenario before.
After that just maintain the following differences for certain component configurations.
Procedure
1. Start the XCM Administrator in your Web browser using the following navigation options:
Web browser Extended Configuration Management (XCM)
URL http://<host>:<port>/icss_b2c /admin/index.jsp
User name Login User for CRM System
Password as used to login to the CRM System
Administration rights will be given by maintaining the specific role
‘SAP_J2EE_ADMIN’ within the SAP CRM Role Menu with transaction code‘SU01’ (enter additional role and ‘save’) System
2. Click on XCM Administration to start the configuration tool.
If you are using both scenarios B2B and B2C first maintain all settingsdescribed above for the B2B scenario also in the XCM Administration forB2C.
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After that you can maintain the following configuration parametersadditionally in the XCM Administration for B2C.
Only maintain modifications in the Customer area – never change entries inthe SAP area!
3.4.11 Components
3.4.11.1 Maintaining Register Component
Use
The Register component enables web users to input their personal information so that theCRM system creates an account for them. Once registered, the user will have access toauthorized functionalities in the system.
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining Register Component
URL http://<host>:<port>/icss_b2c/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu Start Components Customer REGISTER
3. First create a new component configuration BP_REGISTER like described for the B2Bscenario (see above).
4. Then adapt the following entry:
Field name Value
Default_COUNTRY CA
Default_LANGUAGE EN
Default_Scenario REGISTER_B2C_WITHOUT_ACCOUNT
5. Choose Save configuration .
3.4.11.2 Maintaining Service Contract Component
UseThe purpose of this activity is to enables web users to see detailed information about theirservice contracts. Web users who are contacts of companies have access to their servicecontracts and to those of their company
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining Service Contract Component
URL http://<host>:<port>/icss_b2c/admin/xcm/init.do
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Username <Your CRM User>
Password <Your CRM Password >
2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu Start Components Customer SERVICE_CONTRACT
3. First create a new component configuration BP_SERVICE_CONTRACT like described for
the B2B scenario (see above):4. Then adapt the following entry (use the scrolling buttons to navigate to the parameters on
the different pages):
Field name Value
Page 1
DISPLAY_B2B_B2C * B2C
* If you run both scenarios for E-Service, B2B and B2C, you need to maintainfield SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCMenvironment for B2B (value: B2B) and for B2C (value: B2C).
5. Choose Save configuration .
3.4.11.3 Maintaining Service Request Component
Use
The purpose of this activity is to make sure that the entries maintained in component ServiceRequest correspond with those entries made in the ABAP customizing concerning usedrequest types and product catalog (see chapter Defining Transaction Type for the Internet ).
Corresponding IMG path in the CRM system:Customer Relationship Management → E-Service → Internet Customer Self-Service → Set
Up Internet Transactions → Define Transaction Types for the Internet (Without WebRequests)).
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining Service Contract Component
URL http://<host>:<port>/icss_b2c/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the customer configuration from the dialog structure on the left hand side:XCM Menu Start Components Customer SERVICE_REQUEST
3. First create a new component configuration BP_SERVICE_REQUEST like described forthe B2B scenario (see above)
4. Then adapt the following entry (use the scrolling buttons to navigate to the parameters onthe different pages):
Field name Value
Page 1
CREATE_SERVREQ_TYPE YS1
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Field name Value
Page 1
DISPLAY_B2B_B2C * B2C
* If you run both scenarios for E-Service, B2B and B2C, you need to maintainfield SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCMenvironment for B2B (value: B2B) and for B2C (value: B2C).
5. Choose Save configuration .
3.4.11.4 Maintaining Component Complaint
Use
In the E-Commerce Internet Customer Self-Service, the Complaint function enables webusers to submit complaints and view a list of the complaints that they have previously created.Web users who are contacts of companies have access to their complaints and to those oftheir company.
The purpose of this activity is to make sure that the entries maintained in componentComplaint correspond with those entries made in the ABAP customizing concerning the usedrequest type (see chapter Defining Transaction Type for the Internet ).
Corresponding IMG path in the CRM system:Customer Relationship Management → E-Service → Internet Customer Self-Service → Set
Up Internet Transactions → Define Transaction Types for the Internet (Without WebRequests)).
Procedure
1. Access the activity using the following navigation option:
Web browser Maintaining Service Contract Component
URL http://<host>:<port>/icss_b2c/admin/xcm/init.do
Username <Your CRM User>
Password <Your CRM Password >
2. Select the customer configuration from the dialog structure on the left hand side:
XCM Menu Start Components Customer COMPLAINT
3. First create a new component configuration BP_COMPLAINT like described for the B2Bscenario (see above)
4. Then adapt the following entry (use the scrolling buttons to navigate to the parameters onthe different pages):
Field name Value
Page 1
CREATE_TRANS_TYPE YS4
CONF_DISPLAY_B2B_B2C * B2C
DISPLAY_I_LIST_COLUMN_1 COMPLAINT_ITEM_PRODUCT
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* If you run both scenarios for E-Service, B2B and B2C, you need to maintainfield SR_CONF_DISPLAY_B2B_B2C in both environments: in the XCMenvironment for B2B (value: B2B) and for B2C (value: B2C).
5. Choose Save configuration .
3.4.12 Restarting the J2EE Services
Use
It is mandatory to stop and restart the J2EE services after your XCM configuration has beendone. If you do not restart the services, all components will use the default settings.
Procedure
In order to be able to check a new XCM configuration setting in your system, the J2EEservices need to be restarted before (ask your system administrator).