EHP3 for SAP CRM 7.0
April 2014
English
Document Version 1.0
Software Requirements
SAP CRM Service Management rapiddeployment solution (V2.703)
SAP AG
Dietmar-Hopp-Allee 16
69190 Walldorf
Germany
SAP CRM Service Management rapid-deployment solution (V2.703)
Software Requirements
Copyright
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SAP CRM Service Management rapid-deployment solution (V2.703)
Software Requirements
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SAP CRM Service Management rapid-deployment solution (V2.703)
Software Requirements
Content
1
2
Purpose ......................................................................................................................................... 5
Required Product Versions and Software Components ............................................................... 5
2.1
Important Release and Support Package Level Information .............................................. 5
2.2
General Software Requirements ......................................................................................... 5
2.3
Software Requirements specific to SAP HANA .................................................................. 7
2.4
SAP Solution Manager and SAP Solution Manager Content Add-on ................................. 8
3 Integration Points ........................................................................................................................ 10
4 Required Business Functions...................................................................................................... 11
5 More Information ......................................................................................................................... 14
5.1
Figure of System Landscape ............................................................................................ 14
5.2
Hardware Sizing ................................................................................................................ 14
© SAP AG
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SAP CRM Service Management rapid-deployment solution (V2.703)
1
Software Requirements
Purpose
This document lists all software required to implement and run the solution.
2
Required Product Versions and Software
Components
2.1 Important Release and Support Package Level
Information
The deliverables of SAP Best Practices packages are developed and tested in a system landscape
with specific release and support package stack (SPS) level, as documented below. SAP
recommends to meet this SPS as minimal SPS level.
If you need a higher SPS level in your system, for example, because of additional functionality,
ideally first import and activate the SAP Best Practices package on the mentioned SPS level, then
update your system to the target SPS level. If SAP Best Practices content is activated directly on a
higher SPS level (for example, if the recommended SPS level is not available anymore), some
automated activation steps might fail, however still can be processed manually following the related
configuration guide. Also note that some of the SAP notes which are considered relevant for the
scope of the solution package might be obsolete due to a higher SPS level, and additional SAP
notes could exist.
For delivery of the software, an installation number and a corresponding license agreement are
required. An S-USER is required to order software in the Software Catalog or download from the
SAP Software Download Center (SWDC) on SAP Service Marketplace (SMP). You can only order
unrestricted SAP software.
2.2 General Software Requirements
The following table lists the software required to implement and run the solution:
SAP
Product
Product
Version
Component
Logical
Component
in SAP
Solution
Manager*
Comments
SAP CRM
EHP3 FOR SAP
CRM 7.0 (SP03) /
NW 7.40 (SP05)
BBPCRM
CRM70_EHP3_
APPL_SERV_A
BAP
Mandatory.
SAP WFM
Core Add-on
200 SP23
WFMCORE
SAP GUI for
Microsoft
Windows
For information
about supported
SAP GUI releases,
see SAP Note
147519.
n.a.
© SAP AG
Mandatory
None
Required for system
administration functions
and maintaining
application customizing.
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SAP CRM Service Management rapid-deployment solution (V2.703)
Software Requirements
SAP
Product
Product
Version
Component
Logical
Component
in SAP
Solution
Manager*
Comments
SAP Best
Practices
Solution
Builder
BP-SOLBLD 70Vx
BP-SOLBLD
None
Add-on for the
implementation tool (only
necessary to be
implemented in a system
where content activation
shall be done using the
Solution Builder (i.e.
Sandbox or Development
System).
SAP Best
Practices
Configuration
Content
(for SAP CRM
and SAP
NetWeaver)
BP-CRM 713Vx
BP-CRM
None
BP-CANW 740Vx
BP-CANW
Add-ons containing
configuration content
(only necessary to be
implemented in the system
which is used for the initial
content activation (i.e.
Sandbox or Development
System).
SAP ERP**
EHP7 FOR SAP
ERP 6.0 (SP03) central applications
SAP_APPL
ERP60_EHP7_
CENTRAL_APP
LICATION
Optional, that is, not
required for CRM
standalone deployment.
SAP
NetWeaver
Search and
Classification
(TREX)
SAP NW 7.1, latest
revision
SAP Netweaver
None
Optional.
Always use the
latest available
version as outlined
in SAP Note
1301301.
Always use the
latest available
versions as outlined
in SAP Note
1301301.
The TREX ABAP client is
required to run Knowledge
Article Management
functionality.
* The logical component in SAP Solution Manager is an identifier provided by SAP for the
combination of the product and product version. When selecting the SAP Solution Manager
template later on, the logical component provided by SAP will automatically be mapped with
the logical component in the customer system landscape with the same combination of
product and product version to set up access from SAP Solution Manager to the correct
customer system.
** As part of implementing the SAP CRM rapid-deployment solution, the SAP CRM system
can be integrated with the customer’s existing SAP ERP system. However, it is also possible
to deploy the SAP CRM rapid-deployment solution in a CRM standalone manner. In this
case, the SAP ERP client is not required.
End users access SAP CRM via their local Web browsers. For the latest information about
supported web browsers, refer to SAP’s Product Availability Matrix, which bundles technical
information on SAP components for quick reference (http://service.sap.com/pam; enter EHP3 FOR
SAP CRM 7.0) and SAP Note 1876371.
If SAP Best Practices scope item CRM Interactive Reporting (CR2) is in scope: As of SAP
Enhancement Package 3 for SAP CRM 7.0 CRM the user interface (UI) to display
reporting data is based on HTML5, replacing the previous UI based on Adobe Flash.
Note that this technology is only supported as of the following browser versions:
 Microsoft Internet Explorer, as of Version 9
 Mozilla Firefox, as of version 17
 Safari, as of version 5
© SAP AG
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SAP CRM Service Management rapid-deployment solution (V2.703)
Software Requirements
 Google Chrome
If you want to use a browser version that is not supported, do not activate business
function CRM_ANA_UI5: Interactive Reporting Using UI Development Toolkit for HTML5
so that you can use the Interactive Reporting UI based on Adobe Flash. However also note
that some CRM Interactive Reporting features also depend on that technology, such as
embedding Interactive Reports on Home, overview and work center pages (related to
business function CRM_EMBED_IR_ANA_UI: Embedded Interactive Reporting and SAP
HANA Live Reporting Analytics). For details refer to the release information, e.g. via
transaction /sfw5 (Switch Framework Customizing).
You have to activate the Virtual Machine Container (VMC). For more information about activating
the VMC, see SAP Note 854170. In the pre-assembled system the Virtual Machine Container is
activated.
The Adobe Flash plugin needs to be installed on the user’s local browser for using the dashboard
feature in the Agent Inbox, if powered by SAP HANA. For detailed information, see SAP Note
1334838).
HTTPS is prerequisite for the dashboard functionality (Inbox Work Distribution Dashboard) within
scope item Interaction Center Service Request Management with Knowledge Articles (in the context
of the Accelerated Agent Inbox based on SAP HANA).
The Master Guide for SAP Customer Relationship Management provides the central starting point
for the technical implementation of SAP CRM. Use the Master Guide to obtain an overview of SAP
CRM, its software units, and scenarios from a technical perspective. The Master Guide helps you
design your SAP CRM system landscape.
The Master Guide is available via http://service.sap.com/instguides  SAP Business Suite
Applications  SAP CRM  SAP enhancement package 3 for SAP CRM 7.0  Plan.
2.3 Software Requirements specific to SAP HANA
The SAP CRM Service Management rapid-deployment solution V2.703 can be deployed in a ‘nonHANA’ as well as in an SAP HANA context.
Scope of the solution package which is specifically dependent on SAP HANA is of course not
available in a non-HANA deployment:
• Accelerated Agent Inbox (within Interaction Center business processes)
• Service Prediction
The related configuration tasks as well as the related process implications are clearly indicated in the
respective configuration guides respectively business process documentation (test scripts).
The following table lists SAP HANA related software required to take advantage of SAP HANA
specific scope within the SAP CRM Service Management rapid-deployment solution:
SAP
Product
Product
Version
Component
Part of PreAssembled
System
Logical
Component
in SAP
Solution
Manager
Comments
SAP HANA
PLATFORM
EDITION
SAP HANA,
platform edit. 1.0
(SP07 Rev71)
SAP NEWDB
Yes
None
Optional.
© SAP AG
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SAP CRM Service Management rapid-deployment solution (V2.703)
Software Requirements
SAP
Product
Product
Version
Component
Part of PreAssembled
System
Logical
Component
in SAP
Solution
Manager
Comments
SAP HANA
ANALYTICS
FOR CRM
SAP HANA
ANALYTICS
FOR CRM 1.0
(SP05)
HCO_HBA_CRM
Yes
None
Optional.
SAP HANA
CRM IC
INBOX ACC
SAP HANA
CRM IC INBOX
ACC 1.0 (SP01)
HCO_CRM_IC_A
UI2
(HANA CONTENT
HBA SAP CRM
100)
SAP HANA content
required for scope item
CRM Interactive
Reporting on SAP
HANA.
Yes
None
Optional.
SAP HANA content for
the ‘accelerated agent
inbox’ feature in SAP
CRM; related to scope
item Interaction Center
Service Request
Management.
(HANA CONT
CRM IC INB2 100)
Also refer to SAP note
1810530.
For supported hardware platforms for SAP HANA refer to SAP’s product availability matrix
(PAM) via http://service.sap.com/pam and search for ‘SAP HANA’. Via the result list
navigate to the PDF document “SAP Hana Enterprise-Platform 1.0 PAM”.
2.4 SAP Solution Manager and SAP Solution Manager
Content Add-on
For the implementation of the solution package, a SAP Solution Manager system is recommended.
SAP Solution Manager in general is needed for installation and managing of maintenance
certificates, enhancement packages and upgrades. In the context of SAP rapid-deployment
solutions, specific implementation content is delivered via SAP Solution Manager templates.
It is assumed that a productive SAP Solution Manager system is available in the customer’s system
landscape: if the customer is already using other SAP products (for example, SAP ERP) SAP
Solution Manager should already be present in the system landscape.
Software
Component
© SAP AG
Product Version
SP Level
Part of PreAssembled
System
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SAP CRM Service Management rapid-deployment solution (V2.703)
Software Requirements
Software
Component
Product Version
SP Level
Part of PreAssembled
System
SAP Solution Manager
SAP Solution Manager 7.0
Enhancement Package 1
SP18 or higher
No
In case the SP is below 24,
see SAP Note 1579267.
Or
SAP Solution Manager 7.1
Or
SAP Solution Manager 7.1
on HANA (ST 712)
SP01 or higher
SP00 or higher
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).
© SAP AG
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SAP CRM Service Management rapid-deployment solution (V2.703)
3
Software Requirements
Integration Points
This solution package provides an integration option with the customer’s existing SAP ERP system.
It’s assumed that the customer has an SAP ERP system up and running in the system landscape.
On a detailed level, the following integration points exist related to this solution package:
Type
System
1
Master Data: Customer
ECC
Master Data: Product
ECC
Direction
System
2
Building Block
>>
CRM
C03 Master Data Replication
(incl. Delta Guide)
C10 Central Master Data
>>
CRM
C03 Master Data Replication
(incl. Delta Guide)
C10 Central Master Data
C3B Service Products
Master Data: Pricing
Condition
ECC
>>
CRM
B09 - Customizing Replication
C03 - Master Data Replication
(incl. Delta Guide)
Master Data: Technical
Objects
ECC
>>
CRM
C3D Technical Object
Replication
Account Hierarchy
ECC
>>
CRM
C36 Account and Contact
Management
Organizational Data (for
Service)
ECC
>>
CRM
C01 CRM Organizational Model
C16 CRM Organizational Model
for Service
Connectivity
ECC
<<>>
CRM
C71 CRM Connectivity
C72 ERP Connectivity
Customizing
ECC
>>
CRM
B09 Customizing Replication
Note that the cross-system SAP Best Practices for CRM scenarios, which serve as basis for
configuring the SAP CRM rapid-deployment solution, have only been validated with SAP ERP 6.0
Enhancement Package 07. Depending on the scenario however, according to the Master Guide,
SAP CRM can also be integrated with lower SAP ERP releases.
The Master Guide is available via http://service.sap.com/instguides  SAP Business Suite
Applications  SAP CRM  SAP enhancement package 3 for SAP CRM 7.0  Plan.
If implemented on lower SAP ERP release levels, customers might not be able to take full advantage
of the delivered system pre-configuration and may run into issues when implementing the preconfiguration. 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.
© SAP AG
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SAP CRM Service Management rapid-deployment solution (V2.703)
4
Software Requirements
Required Business Functions
Functionality in this solution package requires certain business functions to be active in the SAP
CRM system. These business functions need to be activated before you start the actual
implementation.
Activating business functions makes permanent changes to your system and cannot be
undone. For more information about the impact, see the documentation of the related
business function.
The following two pages list the required business functions including a mapping of the business
functions to the SAP Best Practices business processes (scope items) in scope of the solution
package:
Scope Item ID in the context of…
…ERP Integration
…CRM Standalone
Service Order Management
C69
C68
Complaints & Returns Management
C38
n.a.
Solution Selling
C27
n.a.
Interaction Center Service Order Management
C80
CSJ
Interaction Center Service Request Management with the
Knowledge article
C53
CSQ
Scope Item
CRM Interactive Reporting
© SAP AG
CR2
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SAP CRM rapid-deployment solution (V6.703)
Software Requirements
The following business functions are required on the SAP CRM side (if marked with “(H)” this business function is specific to the SAP HANA
context).
Business Function ID
Business Function Name
CRM_IC_CEBP
IC and Communication-Enabled Business Processes
CRM_INF_1
Infrastructure
x
CRM_PERFORMANCE
Performance and Large Contracts
x
x
CRM_PERFORMANCE_2
Performance and Business Transaction Item Processing
x
x
CRM_RMD
Rule Modeler Usability
CRM_SLS_SRV_1
Sales and Service
x
x
CRM_TCI_1
Reduction of Implementation Time
x
CRM_WFI_FILTER_1
Filter for Workflow Inbox
x
UI_FRW_1
UI Framework
UI_FRW_1_DOCU
UI_FRW_2_DOCU
CRM_IC_INBOX
IC Inbox Extensions
CRM_IC_INBOX_2
IC Inbox Extensions 2
CRM_IC_INBOX_ACC
IC Inbox Extensions and Acceleration
CRM_ITSM
Service Request Enhancements
CRM_ITSM_ALERTS
Notification Framework and E-Mail
x
CRM_ITSM_COM
Content and Text Management
x
CRM_ITSM_FS
Service Request Fact Sheet
x
CRM_KA_CI_1
Knowledge Article
x
CRM_KA_CI_2
Knowledge Article 2
x
CRM_BP_ASSIGNMENTS_CC2
Complaints & Leads Assignment Blocks on Business Partner OVP
FND_VISUAL_BUSINESS
Visual Business
CRM_ANA_BOB
SAP BusinessObjects Integration and CRM Interactive Reporting
CRM_ANA_VDM
Interactive Reporting Based on SAP HANA VDM
CRM_ANA_UI5
Interactive Reporting Using UI Development Toolkit for HTML5
© SAP AG
CR2 C69 C68 C38 C53 C80
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
UI Framework Documentation
x
x
x
x
x
WebClient UI Framework Documentation
x
x
x
x
x
x
(H)
x
(H)
x
(H)
x
x
x
x
x
x
(H)
x
(H)
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SAP CRM rapid-deployment solution (V6.703)
CRM_EMBED_IR_ANA_UI
Embedded Interactive Reporting and SAP HANA Live Reporting Analytics
FND_ANALYTICS_TOOLS
Enhancements for Business Suite Analytics
© SAP AG
Software Requirements
x
(H)
x
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SAP CRM rapid-deployment solution (V6.703)
5
Software Requirements
More Information
5.1 Figure of System Landscape
The SAP CRM rapid-deployment solution is typically delivered based on a two-tier system landscape
approach, that is, with a combined development and quality assurance system plus a productive
system. The following graphic depicts the elements of a typical landscape schematically:
All configuration and testing will be done in a single client in the development / quality assurance
system, and cutover activities will be supported in a single client in the production system.
5.2 Hardware Sizing
Sizing means determining the hardware requirements of an SAP solution such as network
bandwidth, physical memory, CPU power, and I/O capacity. Regarding required hardware
respectively sizing no “standard recommendation” can be provided. The size of the hardware and
database is influenced by both business aspects and technological aspects, for example the number
of users using the various application components and the data load they put on the network must
be taken into account.
Refer to http://service.sap.com/sizing for SAP CRM related guidance around hardware requirements
and especially to the following detailed information:

http://service.sap.com/sizing  Quick Sizer Tool  Quick Sizer documentation: Beginners

http://service.sap.com/sizing  Sizing Guidelines  SAP CRM 7.x

For CPU requirements check SAP note 1501701.

Information regarding network performance (not part of sizing tools) for CRM (IC) Webclient
can be found in SAP note 1162605.
In addition to using SAP’s Quick Sizer tool, we recommend to involve experienced consultants to
define a reasonable sizing.
© SAP AG
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