Software Requirements - CRM RDS

EHP3 for SAP CRM 7.0 April 2014 English Document Version 1.2

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

SAP SE Dietmar-Hopp-Allee 16 69190 Walldorf Germany SAP CRM rapid-deployment solution (V6.703) Software Requirements

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Type Style Description Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options. Cross-references to other documentation. Example text Emphasized words or phrases in body text, titles of graphics and tables. EXAMPLE TEXT Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE. Example text Screen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools.

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Content

1 Purpose...... 5 2 Required Product Versions and Software Components...... 5 2.1 Important Release and Support Package Level Information...... 5 2.2 General Software Requirements...... 5 2.3 Software Requirements specific to Desktop Connection for SAP CRM...... 8 2.4 Software Requirements specific to SAP HANA...... 10 2.5 SAP Solution Manager and SAP Solution Manager Content Add-on...... 14 3 Integration Points...... 15 4 Required Business Functions...... 17 5 More Information...... 20 5.1 Figure of System Landscape...... 20 5.2 Hardware Sizing...... 21

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

If the SAP CRM rapid-deployment solution V6.703 is implemented following the pre- assembled deployment approach, this document rather serves as a reference (as opposed to a requirements) document, listing the software which is already part of the pre-assembled system. Refer to SAP Note 1992121 for current information on availability of SAP CRM software appliances (pre-assembled rapid-deployment solutions) and more details.

2 Required Product Versions and Software Components 2.1 Important Release and Support Package Level Information The deliverables of SAP Best Practices packages are developed and tested in a system landscape with specific release and support package stack (SPS) level, as documented below. SAP recommends to meet this SPS as minimal SPS level. If you need a higher SPS level in your system, for example, because of additional functionality, ideally first import and activate the SAP Best Practices package on the mentioned SPS level, then update your system to the target SPS level. If SAP Best Practices content is activated directly on a higher SPS level (for example, if the recommended SPS level is not available anymore), some automated activation steps might fail, however still can be processed manually following the related configuration guide. Also note that some of the SAP Notes which are considered relevant for the scope of the solution package might be obsolete due to a higher SPS level, and additional SAP Notes could exist. For delivery of the software, an installation number and a corresponding license agreement are required. An S-USER is required to order software in the Software Catalog or download from the SAP Software Download Center (SWDC) on SAP Service Marketplace (SMP). You can only order unrestricted SAP software. 2.2 General Software Requirements The following table lists the software required to implement and run the solution:

SAP Product Component Part of Logical Comments Product Version Pre- Component assembled in SAP System Solution Manager* SAP CRM EHP3 FOR SAP BBPCRM Yes CRM70_EHP3_ Mandatory. CRM 7.0 (SP03) / APPL_SERV_A NW 7.40 (SP05) BAP

SAP GUI for For information n.a. Yes None Required for system Microsoft about supported administration functions Windows SAP GUI releases, and maintaining see SAP Note application customizing. 147519. SAP Best BP-SOLBLD 70Vx BP-SOLBLD Yes None Add-on for the Practices Always use the implementation tool (only Solution latest available necessary to be Builder version as outlined implemented in a system in SAP Note where content activation 1301301. shall be done using the Solution Builder (i.e. Sandbox or Development System). SAP Best BP-CRM 713Vx BP-CRM Yes None Add-ons containing Practices BP-CANW 740Vx BP-CANW configuration content Configuration (only necessary to be Content Always use the implemented in the system (for SAP CRM latest available which is used for the initial and SAP versions as outlined content activation (i.e. NetWeaver) in SAP Note Sandbox or Development 1301301. System). SAP ERP** EHP7 FOR SAP SAP_APPL No ERP60_EHP7_ Optional, that is, not ERP 6.0 (SP03) - CENTRAL_APP required for CRM central applications LICATION standalone deployment.

* The logical component in SAP Solution Manager is an identifier provided by SAP for the combination of the product and product version. When selecting the SAP Solution Manager template later on, the logical component provided by SAP will automatically be mapped with the logical component in the customer system landscape with the same combination of product and product version to set up access from SAP Solution Manager to the correct customer system. ** As part of implementing the SAP CRM rapid-deployment solution, the SAP CRM system can be integrated with the customer’s existing SAP ERP system. However, it is also possible to deploy the SAP CRM rapid-deployment solution in a CRM standalone manner. In this case, the SAP ERP client is not required. Also in case of pre-assembled deployment the ERP system is not part of the pre-assembled system, but the customer’s existing SAP ERP system needs to be integrated during the implementation project. End users access SAP CRM via their local Web browsers. Exception: the Interaction Center Manager must access SAP GUI to generate and assign call lists for the Interaction Center Marketing (C81) scenario.

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

If SAP Best Practices scope item CRM Interactive Reporting (CR2) is in scope: As of SAP Enhancement Package 3 for SAP CRM 7.0 CRM the user interface (UI) to display reporting data is based on HTML5, replacing the previous UI based on Adobe Flash. Note that this technology is only supported as of the following browser versions:  Microsoft Internet Explorer, as of Version 9  Mozilla Firefox, as of version 17  Safari, as of version 5  Google Chrome If you want to use a browser version that is not supported, do not activate business function CRM_ANA_UI5: Interactive Reporting Using UI Development Toolkit for HTML5 so that you can use the Interactive Reporting UI based on Adobe Flash. However also note that some CRM Interactive Reporting features also depend on that technology, such as embedding Interactive Reports on Home, overview and work center pages (related to business function CRM_EMBED_IR_ANA_UI: Embedded Interactive Reporting and SAP HANA Live Reporting Analytics). For details refer to the release information, e.g. via transaction /sfw5 (Switch Framework Customizing). For scenarios in which survey and questionnaire functionality is used (such as Activity Management, Lead Management, and Opportunity Management), you have to activate the Virtual Machine Container (VMC). For more information about activating the VMC, see SAP Note 854170. In the pre-assembled system the Virtual Machine Container is activated. The Adobe Flash plugin needs to be installed on the user’s local browser for using the graphical segmentation modeler (scope item Lean Campaign Management). For detailed information, see SAP Note 1334838). It is also required for using the graphical buying center feature (within scope items Account and Contact Management and Opportunity Management) and the dashboard feature in the context of the Accelerated Agent Inbox based on SAP HANA. The Java Runtime Environment (JRE) is required for using the Interactive Scripting Editor within the business processes Interaction Center Marketing and Interaction Center Sales. JRE allows end- users to run Java applications and needs to be installed on the user’s local PC. Use any version of Java™ Plug-In higher than 1.6. For details see SAP Note 717921. HTTPS is prerequisite for:  scope item Activity Management using Desktop Connection for SAP CRM  dashboard functionality (Inbox Work Distribution Dashboard) within scope item Interaction Center Service Request Management (in the context of the Accelerated Agent Inbox based on SAP HANA)

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

The Master Guide is available via http://service.sap.com/instguides  SAP Business Suite Applications  SAP CRM  SAP enhancement package 3 for SAP CRM 7.0  Plan.

2.3 Software Requirements specific to Desktop Connection for SAP CRM Desktop Connection for SAP CRM enables you to synchronize appointments, employees, contacts, and accounts between Microsoft Outlook and SAP CRM so that you can access all relevant data that has been created in SAP CRM from Microsoft Outlook. In order to implement and run SAP Best Practices for CRM scope item Activity Management Using Desktop Connection for SAP CRM the following software components are required in addition:

SAP Product Component Part of Pre- Logical Comments Product Version assembled Component System in SAP Solution Manager* SAP SAP NW SAP_GWFND Yes CRM70_EHP3_ As of SAP NetWeaver Netweaver GATEWAY APPL_SERV_A 7.40 (SP02) this Gateway FOUNDATION BAP component is part of SAP Foundation 7.40 (SP05) NetWeaver itself. So landscape set-up could be either way: using the Gateway component which is anyway part of SAP CRM’s NetWeaver stack or running it on a separate server. This finally also depends on performance considerations, and e.g. if customers in parallel run other scenarios that require the Gateway component as well, such as SAP JAM integration scenarios or SAP FIORI related scenarios. SAP CRM CRM DESKTOP CRM DESKTOP Yes CRM70_EHP3_ Consists of components: DESKTOP CONNECTION 2.0 INT (CRMGWS and APPL_SERV_A - CRMGWS (ABAB add- INT (SP01) CRMGWCUS; BAP on to SAP CRM system not - CRMGWCUS CRMGWCON) (customization package, will be configured during implementation project) - CRMGWCON (MS Outlook Connector; client component for Win32 and Windows on x64 64bit; required on user’s local PC).

For details refer to the Administrator's Guide as the single and leading source of information for the implementation of the Desktop Connection for SAP CRM. This guide also documents required and supported operating systems and versions (on client), Microsoft Outlook versions (on client), Microsoft Exchange Server versions, Microsoft .NET Framework version, and Microsoft Visual C++ version. Also note that HTTPS is prerequisite for using Desktop Connection for SAP CRM.

The most recent version of this document is available on SAP Service Marketplace at http://service.sap.com/instguides  SAP Business suite Application  SAP CRM Add- Ons  Desktop Connection for SAP CRM. To send e-mails from SAP CRM and receive e-mails in SAP CRM, a connection to an e-mail server is required. The mail server needs to be connected to the SAP CRM system and all installation-related activities need to be completed prior to implementing the SAP CRM rapid- deployment solution. Setup of this mail server and the connection to the SAP CRM system is not part of the service delivery. Also in case of implementing based on a pre-assembled system, an e-mail server on customer side is required. If the pre-assembled system resides in the Cloud a VPN-tunnel is required between the Cloud and the e-mail server.

For additional information refer to SAP Notes 1436692 and 455140.

With Microsoft Office Outlook 2007, the Microsoft ‘Collaboration Data Objects’ (CDO) Library is no longer contained in the supply scope of the Microsoft Outlook installation routine, so it must be installed separately. Refer to article 171440 from the Microsoft support web site (http://support.microsoft.com/kb/171440. The CDO’s can be downloaded from the Microsoft web site, for example from here: http://www.microsoft.com/downloads/en/details.aspx?familyid=2714320d-c997-4de1-986f- 24f081725d36&displaylang=en. Starting with Microsoft Outlook 2010 the CDO‘s are no longer required. In addition users’ browser settings must comply to the documentation in the 'Prerequisites' section for the E-Mail function in: http://help.sap.com/saphelp_crm700_ehp03/helpdata/en/e1/8bbeffb1b940bb894aa7b7a4c 51342/frameset.htm For details refer to SAP Note 963408.

2.4 Software Requirements specific to SAP HANA The SAP CRM rapid-deployment solution V6.703 can be deployed in a non-HANA as well as in an SAP HANA context. Scope of the solution package which is specifically dependent on SAP HANA is of course not available in a non-HANA deployment: • Duplicate Check / Fuzzy Search (within ‚ Account and Contact Management‘) • Accelerated Agent Inbox (within Interaction Center business processes) • CRM Interactive Reporting based on SAP HANA The related configuration tasks as well as the related process implications are clearly indicated in the respective configuration guides respectively business process documentation (test scripts).

The following table lists SAP HANA related software required to take advantage of SAP HANA specific scope within the SAP CRM rapid-deployment solution: SAP Product Component Part of Pre- Logical Comments Product Version Assembled Component System in SAP Solution Manager

SAP HANA SAP HANA, SAP NEWDB Yes None Optional. PLATFORM platform edit. 1.0 EDITION (SP07, latest revision)

SAP HANA SAP HANA HCO_HBA_CRM Yes None Optional. ANALYTICS ANALYTICS (HANA CONTENT FOR CRM FOR CRM 1.0 HBA SAP CRM SAP HANA content (SP05) 100) required for scope item CRM Interactive Reporting on SAP HANA.

SAP HANA SAP HANA HCO_CRM_IC_A Yes None Optional. CRM IC CRM IC INBOX UI2 INBOX ACC ACC 1.0 (SP01) (HANA CONT SAP HANA content for CRM IC INB2 100) the ‘accelerated agent inbox’ feature in SAP CRM; related to scope item Interaction Center Service Request Management. Also refer to SAP note 1810530.

SAP HANA content for the ‘duplicate check’ feature Yes None Optional. [content available via SAP Note, not as software component] Related to scope item Account and Contact Management. Refer to SAP note 1858106.

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

Installing SAP HANA Studio SAP HANA Studio enables technical users to manage the SAP HANA database, to create and manage user authorizations, and to create new or modify existing models of data in the SAP HANA database. It is a client tool, which is used to access local or remote SAP HANA databases.

1. Download SAP HANA Studio Installer (SAR file) from the SAP Software Download Center (SWDC) at https://service.sap.com/swdc to your local machine. 2. Open the downloaded folder and run the HDBSETUP executable file (SAP HANA Database Installation Manager) to install and update the SAP HANA Studio. 3. When prompted, use option Install new SAP HANA Studio to proceed with the installation. 4. Open the SAP HANA Studio from the Microsoft Windows Start menu: Start  All Programs  SAP HANA  SAP HANA Studio.

To work in the SAP HANA database, you need to have a database user who has the privileges (SQL, Analytics) granted directly or indirectly (through roles). The available standard roles are MODELING and MONITORING for performing the basic operations on database objects and to allow read access to data.

Getting and Installing SAP HANA Analytics for CRM The SAP HANA Analytics for CRM installation is required if you are going to implement CRM Interactive Reporting (CR2) and want to take advantage of SAP HANA’s virtual data models (VDM).

Ensure you have installed SAP HANA Studio before you execute the procedure. To work in the SAP HANA Database, ensure you have a database user who has SQL privileges to allow access to and carry out operations on database objects, such as schemas, tables and views and analytics privileges to allow read access to data in SAP HANA information models (i.e. analytic views, attribute views and calculation views).

1. To download the SAP HANA Analytics for CRM, go to SAP’s Software Download Center (SWDC) at https://service.sap.com/swdc. 2. From the SWDC, download the file (.tgz) SAP HANA Analytics for CRM. 3. In the SAP HANA Studio, add the SAP HANA database system using the following options. 3.1 Right click in the Navigator space and choose Add System. 3.2 Enter the SAP HANA Instance details i.e. hostname, instance number, description and click Next. 3.3 Choose Authentication by database user and enter database username and password to connect to the SAP HANA database. 3.4 Select Finish. 4. The SAP HANA system now appears in the Navigator. 5. Open the Modeler Perspective of the SAP HANA Studio by choosing Window  Open Perspective  Other...  Modeler. 6. Select the added SAP HANA system in the navigator and choose Import… inside Content. 7. Select Delivery Unit mode within SAP HANA Content folder and choose Next. 8. Choose Client and the Browse for the downloaded file (.tgz) and choose Finish to trigger the import.

If any errors occur during the import, correct them and re-install.

Getting and Installing SAP HANA CRM IC Inbox Accelerator Content The SAP HANA CRM IC Inbox Accelerator installation is required if you are going to implement the Accelerated Inbox functionality within CRM Interaction Center related scenarios of SAP Best Practices for CRM.

Ensure you have installed SAP HANA Studio before you execute the procedure. To work in t he SAP HANA Database, ensure you have a database user who has SQL privileges to allow access to and carry out operations on database objects, such as schemas, tables and views and analytics privileges to allow read access to data in SAP HANA information models (i.e. a nalytic views, attribute views and calculation views).

1. To download the SAP HANA CRM IC INBOX ACC Content for SAP CRM, go to SAP Software Download Center (SWDC) at https://service.sap.com/swdc. 2. From the SWDC, download the file (.tgz). 3. In the SAP HANA Studio, add the HANA database system using the following options. 3.1 Right click in the Navigator space and choose Add System. 3.2 Enter SAP HANA Instance details i. e. hostname, instance number, description and click Next. 3.3 Choose Authentication by database user and enter database username and password to connect to the SAP HANA database. 3.4 Select Finish. 4. The SAP HANA system now appears in the Navigator. 5. Open the Modeler Perspective of the SAP HANA Studio by choosing Window Open Perspective  Other… Modeler. 6. Select the added SAP HANA system in the Navigator and Choose Import SAP Hana Content 7. Select Delivery Unit Mode and Choose Next. 8. Choose Client and Browse for the downloaded file(.tgz) and Choose Finish to trigger the import.

Additionally refer to SAP Note 1810530.

Getting and Installing SAP HANA Duplicate Check Content Implement this content if you want to take advantage of the SAP HANA based duplicate check feature.

Ensure you have installed SAP HANA Studio before you execute the procedure. To work in SAP HANA Database, ensure you have a Database user who has SQL Privileges to allow access to and carry out operations on database objects, such as schemas, tables and views as well as Analytics Privileges to allow read access to data in SAP HANA information models (i.e. analytic views, attribute views and calculation views).

1. Download the relevant content for SAP HANA via SAP Note 1858106. 2. In the SAP HANA Studio, add the SAP HANA database system using the following options: a. Right click in the Navigator space and choose Add System.

b. Enter SAP HANA Instance details i.e. hostname, instance number, description and click Next. c. Choose Authentication by database user and enter database username and password to connect to SAP HANA database. d. Select Finish. 3. The SAP HANA system now appears in the Navigator. 4. Open the Modeler Perspective of the SAP HANA Studio by choosing Window  Open Perspective  Other…  Modeler. 5. Navigate to the Setup Area and chose the Link Schema Mapping and click Add New Schema Mapping.

The must be the schema that includes the tables BUT000, BUT020, BUT052, ADRC, ADCP, ADR2 and ADR6. 7. Give the user the authorization _SYS_REPO for the schema in order to be able to activate the imported objects: Navigate to SAP HANA Modeler   Security  Users  _SYS_REPO  SQL privileges (or Object Privilege, as renamed later)  add the schema with Select Authorizations  activate this change for the user _SYS_REPO. 8. Check if the following authorizations are maintained for the user entered in the connection to the HANA DB.  EXECUTE authorization for EXECUTE_SEARCH_RULE_SET from schema SYS  SELECT authorization for the table SEARCH_RULE_SETS from schema _SYS_RT 9. Select the added SAP HANA system in the Navigator and Choose Content -> Import-> Delivery Units (in folder SAP HANA Content). 10. Select Delivery Unit Mode within SAP HANA Content folder and Choose Next. 11. Choose Client and Browse for the downloaded file (.tgz). 12. Select Option Activate Objects and start the import by choosing Finish to trigger the import.

The attribute views BP_ORG, BP_PERSON, BP_CONTACT and the three rule sets are created under Content  sap  bc  icm  bp. Additionally refer to SAP Note 1858106.

2.5 SAP Solution Manager and SAP Solution Manager Content Add-on For the implementation of the solution package, a SAP Solution Manager system is recommended. SAP Solution Manager in general is needed for installation and managing of maintenance certificates, Enhancement Packages and upgrades. In the context of SAP rapid-deployment solutions, specific implementation content is delivered via SAP Solution Manager templates. It is assumed that a productive SAP Solution Manager system is available in the customer’s system landscape: if the customer is already using other SAP products (for example, SAP ERP) SAP Solution Manager should already be present in the system landscape. Software Product Version SP Level Part of Pre- Component Assembled System SAP Solution Manager SAP Solution Manager 7.0 SP18 or higher No Enhancement Package 1

In case the SP is below 24, see SAP Note 1579267. Or SAP Solution Manager 7.1 SP01 or higher

Or SAP Solution Manager 7.1 SP00 or higher on HANA (ST 712)

For more information about SAP Solution Manager (including system administration and implementation aspects described in chapters below), see the SAP Library documentation for SAP Solution Manager at http://help.sap.com → Application Lifecycle Management → SAP Solution Manager, or at http://service.sap.com/solutionmanager. Import the content add-on ST-RDS 100 to the SAP Solution Manager product version in place. This add-on contains SAP Solution Manager content related to this solution package. See also SAP Notes 1686668 and 1726649. The latest available ST-RDS 100 content support package can be downloaded from the SAP Software Download Center on SAP Service Marketplace (http://service.sap.com/swdc  Installation and Upgrades  Browse our Download Catalog  SAP Rapid Deployment solutions  SAP Solution Manager Implementation Content  ST-RDS 100).

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

Type System Direction System Related Scope Building Block 1 2 Item / Scope Item Grouping Business Configuration Master Data: Customer ECC >> CRM n.a. (Foundation) C03 Master Data Replication (incl. Delta Guide) C10 Central Master Data

Master Data: Product ECC >> CRM C63 Opportunity C03 Master Data Replication [standard sales products, Management (incl. Delta Guide) not: service products] C39 Lean C10 Central Master Data Campaign Management C64 Integrated ERP Order and Quotation Management Master Data: Pricing ECC >> CRM C63 Opportunity B09 - Customizing Replication Condition Management C03 - Master Data Replication (incl. Delta Guide)

Account Hierarchy ECC >> CRM C66 Account and C36 Account and Contact Contact Management Management Organizational Data (for ECC >> CRM C63 Opportunity C01 CRM Organizational Model Sales) Management C40 ERP Organizational Model C64 Integrated C15 CRM Organizational Model ERP Order and for Sales Quotation C33 CRM Sales Employees - Management ERP Integration Sales Area Data ECC >> CRM C63 Opportunity C15 Organizational Model for Management Sales C64 Integrated ERP Order and Quotation Management ERP Quotations / ERP no replication, but ERP sales orders C64 Integrated C34 CRM Integrated ERP Order Sales Orders and quotations are integrated within ERP Order and and Quotation Management CRM WebUI Quotation Management C82 Interaction Center Sales Technical Configuration Connectivity ECC <<>> CRM n.a. (Foundation) C71 CRM Connectivity C72 ERP Connectivity

Customizing ECC >> CRM n.a. (Foundation) B09 Customizing Replication

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

The Master Guide is available via http://service.sap.com/instguides  SAP Business Suite Applications  SAP CRM  SAP enhancement package 3 for SAP CRM 7.0  Plan. If implemented on lower SAP ERP release levels, customers might not be able to take full advantage of the delivered system pre-configuration and may run into issues when implementing the pre- configuration. Also note that some of the system pre-configuration which is contained in this solution package might be related to features which are not available with lower release levels.

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

Activating business functions makes permanent changes to your system and cannot be undone. For more information about the impact, see the documentation of the related business function. In the pre-assembled system the business functions required in the SAP CRM system are already activated.

The following two pages list the required business functions including a mapping of the business functions to the SAP Best Practices business processes (scope items) in scope of the solution package: Scope Item ID in the context of… Scope Item …ERP Integration …CRM Standalone Account and Contact Management C66 CSE Activity Management C65 CSO Activity Management Using SAP Desktop Connection for SAP CRM C62 CSD Lean Campaign Management C39 CSA Lead Management C30 CSB Opportunity Management C63 CSF Pipeline Performance Management C67 CSG Integrated Order and Quotation Management C64 n.a. CRM Order and Quotation Management n.a. C78 Interaction Center Marketing C81 CSC Interaction Center Sales with ERP Sales Order C82 n.a. Interaction Center Service Request Management C83 CSM CRM Interactive Reporting CR2

The following business functions are required on the SAP CRM side (if marked with “(H)” this business function is specific to the SAP HANA context). C66 C65 C62 C39 C30 C63 C67 C64 C81 C82 C83 Business Function ID Business Function Name CR2 CSE CSO CSD CSA CSB CSF CSG C78 CSC CSM CRM_SLS_SRV_1 Sales and Service x x x x x x x

CRM_RMD Rule Modeler Usability x x

CRM_MKT_CPG_WIZARD Campaign Wizard x

CRM_MKT_HVS High-Volume Marketing x Segmentation of BW Data with Business CRM_MKT_SEG_BWA x Warehouse Accelerator CRM_MKT_PRD Marketing Productivity x

CRM_INF_1 Infrastructure x x x x x x x x x x x x IC and Communication-Enabled Business CRM_IC_CEBP x x x Processes CRM_IC_INBOX IC Inbox Extensions x (H)

CRM_IC_INBOX_2 IC Inbox Extensions 2 x (H)

CRM_IC_INBOX_ACC IC Inbox Extensions and Acceleration x (H)

FND_ANALYTICS_TOOLS Enhancements for Business Suite Analytics x SAP BusinessObjects Integration and CRM CRM_ANA_BOB x Interactive Reporting CRM_ANA_VDM Interactive Reporting Based on SAP HANA VDM x (H) Interactive Reporting Using UI Development CRM_ANA_UI5 x (H) Toolkit for HTML5 Embedded Interactive Reporting and SAP HANA CRM_EMBED_IR_ANA_UI x (H) Live Reporting Analytics CRM_ITSM Service Request Enhancements x

CRM_ITSM_ALERTS Notification Framework and E-Mail x

CRM_ITSM_COM Content and Text Management x

C66 C65 C62 C39 C30 C63 C67 C64 C81 C82 C83 Business Function ID Business Function Name CR2 CSE CSO CSD CSA CSB CSF CSG C78 CSC CSM CRM_ITSM_FS Service Request Fact Sheet x

CRM_PERFORMANCE Performance and Large Contracts x x x x x x x x x x x x Performance and Business Transaction Item CRM_PERFORMANCE_2 x x x x x x Processing UI_FRW_1 UI Framework x x x x x x x x x x x x

UI_FRW_1_DOCU UI Framework Documentation x x x x x x x x x x x x

UI_FRW_2_DOCU WebClient UI Framework Documentation x x x x x x x x x x x x

CRM_WFI_FILTER_1 Filter for Workflow Inbox x x x x x x x x x x x x

CRM_TCI_1 Reduction of Implementation Time x x x x x x x x x x x x CRM_BP_ASSIGNMENTS_ Complaints & Leads Assignment Blocks on x CC2 Business Partner OVP CRM_MKT_PERMISSION Marketing Permission x

CRM_MKT_ML_PRD Marketing Mail Form Productivity x

If the business processes Integrated ERP Order and Quotation Management (C64) and/or Interaction Center Sales with ERP Sales Order (C82) are part of the implementation scope, the following business functions need to be active on the SAP ERP side:

Business Function ID Business Function Name C64 C82

SD_01 Logistics S&D Simplification x x Simplified Sales Processes in Sales and LOG_SD_SIMP_02 x x Distribution 02 LOG_SD_CI_01 Sales and Distribution 01 x x

LOG_SD_CI_02 Sales and Distribution 02 x x

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

Development / Quality Assurance Production Environment Environment

SAP CRM SAP CRM

ABAP-Server ABAP-Server

Database Database

SAP ERP (optional) SAP ERP (optional) Mail Server ABAP-Server ABAP-Server

Database Database

SAP Solution Manager

All configuration and testing will be done in a single client in the development / quality assurance system, and cutover activities will be supported in a single client in the production system. As mentioned above (see chapter 2.3), the SAP NetWeaver Gateway component required for the scope item Activity Management Using Desktop Connection for SAP CRM is part of SAP NetWeaver itself. So landscape set-up could be either way: using the Gateway component which is anyway part of SAP CRM’s NetWeaver stack or running it on a separate server. The picture above assumes using the Gateway component which is part of SAP CRM’s NetWeaver stack.

5.2 Hardware Sizing Sizing means determining the hardware requirements of an SAP solution such as network bandwidth, physical memory, CPU power, and I/O capacity. Regarding required hardware respectively sizing no “standard recommendation” can be provided. The size of the hardware and database is influenced by both business aspects and technological aspects, for example the number of users using the various application components and the data load they put on the network must be taken into account. Refer to http://service.sap.com/sizing for SAP CRM related guidance around hardware requirements and especially to the following detailed information:  http://service.sap.com/sizing  Quick Sizer Tool  Quick Sizer documentation: Beginners  http://service.sap.com/sizing  Sizing Guidelines  SAP CRM 7.x  For CPU requirements check SAP Note 1501701.  Information regarding network performance (not part of sizing tools) for CRM (IC) Webclient can be found in SAP Note 1162605. In addition to using SAP’s Quick Sizer tool, we recommend to involve experienced consultants to define a reasonable sizing.