Help Center in SAP CRM 7.0

Hello Gurus
In SAP CRM 7.0 WUI if we click on Help center we are not able to open that
we have performed the below task
:under SAP Netweaver >knowledge Mangment>Help center--->activated the Help center enabled
--> activated application help shown in help center
but still we are not able to .....
ur inputs are highly appricated...

Unfortunately Note 1410534 says:
"The links to the Help Center Business User Documentation has been removed with CRM 7.0 SP2 due to technical considersations"
I've opened a new Idea: [Bring back Help Center Business User Documentation for CRM 7.0 > SP1|https://ideas.sap.com/ideas/1542]. Please vote for it.

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CAD from Contact center into SAP CRM

Hi All,
I am no SAP expert, but the following is what we are trying to achieve:
-A call comes into a contact center application
-Via an integration this call is send to a SAP ICI webinterface and ends up at the agent logged on to that SAP session.
Now we have an awkward situation that the original number coming from the PBX is rather misformed +00031123456789. What we are expecting is +31123456789. The number coming from the PBX can be changed, but that is going to have consequences for all other people that are not connected to SAP, so doing this is not an option.
What I have been reading about is that it is possible to get CAD (Call Attached Data) to be send into the SAP ICI environment.
The contact center application is delivering the data in the following XML format:
What I am interested in is to map all these fields into such a way that I can use them in the SAP ICI interface.
I have been reading Link:[; and in there it is mentioned that there needs to be a mapping between these fields and an XSLT and ABAP. And a reference to a book.
Is there anybody that can help me with this? Or give me some other advice that could help me out in this case. I would very much appreciate it.
Thank you all very much for your input.
Best regards,
Corné

Hello Corné,
I'm guessing the reference was to my book, "Maximizing Your SAP CRM Interaction Center" from SAP Press, where on page 396 I offer a paragraph on how to identify a call via CAD rather than ANI.
Here's the excerpt:
How to Identify Account via Call Attached Data (CAD)
Is the Interaction Center able to identify a customer via account number contained in call attached data (CAD) rather the via automatic number identification (ANI) service?
Yes, it is possible to identify a customer by extracting the customeru2019s account ID from the call attached data (CAD). This can be configured in the IMG activity Define Account Identification Profiles (transaction CRMC_IC_BPPROF) in the fields under Contact-Attached Data Extraction. In the CAD Application ID field, enter the value that appears in the application ID tag that appears in the XML code of the Interactive Voice Response (IVR) system that collects the customeru2019s account number (e.g., u201CGenesys-CADu201D). In the XSLT file field, enter the name of the XSLT program that is responsible for extracting the account ID from the contact attached data. You are responsible for creating this XSLT file. However, SAP delivers a sample XSLT file that you can reference, named CRM_IC_BPIDENT_EXT_IAD_TO_ABAP. SAP also provides a sample program showing how to extract CAD data from, for example, Genesys named CRM_IC_BPIDENT_EXT_IAD_GENESYS. See SAP note 707104 for additional information.
Best regards,
John

Help in understanding SAP CRM 6.0

Hi
I am new to SAP CRM and would appreciate someone sending me the documents or links or files or PDF for SAP CRM 6.0. (Base customisation/Marketing and Campaign mgt/Interaction center/Sales and others)
Thanks in Advance.
Bala

hi
try these links
http://help.sap.com/saphelp_crm60/helpdata/en/b7/973642a0feb36be10000000a155106/frameset.htm
http://help.sap.com/saphelp_crm60/helpdata/en/86/3af0840ccb4e8c97161f5514cfd88d/frameset.htm
http://esoadocu.sap.com/socoview(bD1lbiZjPTgwMCZkPW1pbg==)/render.asp?packageid=DBBB6D8AA3B382F191E0000F20F64781&id=347DD31EB5AB4BC592BD8B29C0981A1B
give me ur id i will send the document to you.
best regards
ashish

Creating Actions - Interaction Center WebClient - SAP Library

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The SAP CRM Interaction Center combines separate processes
Communication Process via various channels, e.g.
E-Mail (CRM 7.0, EHP1, EHP2, EHP3):
Pull scenarios: using SAP Connect interface
ERMS workflow (CRM 7.0, EHP1, EHP2, EHP3),
Agent inbox workflow (CRM 7.0, EHP1, EHP2, )
Push scenarios:
simple ICI E-Mail,
ERMS push (CRM 7.0, EHP1, EHP2, EHP3) using combination of SAP Connect and ICI mail handling
Telephony
Chat (CRM 7.0, EHP1, EHP2, EHP3)
Fax and Letter (CRM 7.0, EHP1, EHP2, EHP3)
Customer Interaction Process (CRM 7.0, EHP1, EHP2, EHP3)
and the integrated Business Transaction Process
CRM Business Transactions: UIU integrated views (CRM 7.0, EHP1, EHP2, EHP3)
IC specific business transactions (CRM 7.0, EHP1, EHP2, EHP3)
within the context of a single process flow or an agent's "interaction" with a customer.
Blog "Hitchhiker's guide from a process perspective", gives an overview of those processes integrated in the SAP Interaction Center
Only business roles of type B IC Webclient support above mentioned process integration. When setting up your own business role for the Interaction Center, consider KBA 1836437 which summarizes technical prequequisites from customizing point of view.

Profit center issue at the time billing from SAP CRM

Hi,
we are using SAPR/3 4.7 & SAP CRM 5.0.
we are creating service orders in CRM .
After completion of service order we are doing billing due list & billing in SAP CRM. Then we are releasing billing document to R/3.
Here problem is i dont have profit center field in SAP CRM for teh Service Product.
at the time of the releasing teh billing document system is picking teh dummy profit cenetr .
But i need to post teh billing document for teh respective profit center.
Can you help some body.
Regards
Chandra

See Note 386391
The CRM Server is connected to an R/3 System that can be used to map Controlling and Profit Center Accounting. This note describes how the profit center is determined in the CRM integration.
In the sales process and in service processing, the profit center is determined during the replication into the R/3 System and is stored in the translator.

Impact of upgrade from SAP CRM Interaction Center 4.0 to 5.0 on Genesys CTI

Hi Friends,
I would like to know that what is the impact of upgrade from SAP CRM Interaction Center 4.0 to 5.0 on Genesys CTI software.
1) Will there be anything we need to change?
            for e.g.
                 a) Settings
                 b) Software
                 c) Hardware
2) What do we need to keep in mind when upgrading from SAP CRM Interaction Center 4.0 to 5.0?

Hello!
The biggest change you must face is related to Java. If you had CRM4.0 Java configuration, you must change your settings to the non-java configuration CRM5.0 has. Most of those changes are performed by the upgrade program, but you must activate services in transaction SCIF.
Your other concerns:
- Software: Most of the Genesys releases are compatible with both java and non java configurations. Anyway, I am sure Genesys has compatibility instructions.
- Hardware: No changes to my knowledge
<b>Hope it helps. Please, reward points if so</b>
Regards
Joaquin

Bring back Help Center Business User Documentation for CRM 7.0 SP1

Hi CRM Experts
everyone who's wondering that the help link (?) is not available in CRM 7.0 > SP1 should know what [Note 1410534|https://service.sap.com/sap/support/notes/1410534] says:
"The links to the Help Center Business User Documentation has been removed with CRM 7.0 SP2 due to technical considersations"
I think that is not acceptable. In contrast to the CRM WebUI the SAP GUI provides in most cases also a documentation on the Field level which can always accessed by pressing F1. Also there is a context sensitive help via Help -> Application Help. Should we miss that now completely in CRM WebUI? I've opened a new Idea: [Bring back Help Center Business User Documentation for CRM 7.0 > SP1|https://ideas.sap.com/ideas/1542]. Please vote for it.
Best regards
Gregor

Perfect Gregor.
I have several clients too concerned about it. I'll have to vote.
Rgds.

Search criteria is not working in Responsible Group field in sap crm could you please help me this how to achieve.

search criteria is not working in Responsible Group field in sap crm could you please help me this how to achieve.I have writen code on EH_ONSEARCH .as per below...what changess i need to do..and through partner function and adding the selection params please send the sample .
code. partner funtction - ZRG DATA :
DATA : lv_partner_fct type .
types: begin of ty_resp,
       partner    type but000-partner,
       name_last type but000-name_last,
       name_first type but000-name_first,
       mc_name1   type but000-mc_name1,
       mc_name2   type but000-mc_name2,
       end of ty_resp.
DATA: lv_resp_bp type STANDARD TABLE OF ty_resp INITIAL SIZE 0,
       lw_resp_bp type ty_resp.
IF lv_attr_name = 'Rgroup'.
lr_entity->get_property_as_value( EXPORTING iv_attr_name = if_crm_srqm_uiu_const=>gc_attr_low
                                   IMPORTING ev_result = lv_low ).
IF lv_low IS INITIAL.
SELECT partner
       name_last
       name_first
       mc_name1
      mc_name2
FROM but000 INTO table lv_resp_bp
WHERE mc_name2 = lv_low and bu_group = '0010'.
loop at lv_resp_bp into lw_resp_bp.
    lv_low = lw_resp_bp-mc_name2.
lr_query_service2->add_selection_param( iv_attr_name = 'Rgroup'
                                            iv_sign = lv_sign
                                            iv_option = lv_option
                                            iv_low = lv_low
                                            iv_high = lv_high ).
ENDLOOP.
if lv_partner_fct = 'ZRG'.
lr_entity = lr_iterator->get_next( ).
CONTINUE.
ENDIF.
lv_attr_name = 'BU_PARTNER'.
ENDIF.

<b>You can acheive   this .... first by creating the search help exit    ... by creating the maintaince view   then   using it in the   Creation of the search help </b> ...
see the link for attaching the view   to the serach help .
<a href="http://">http://www.sapdevelopment.co.uk/dictionary/shelp/shelp_elementary.htm</a>
reward points if it is usefull...
Girish

I defaulted input help field (pick list) but SAP CRM still asking for one

We are running SAP CRM 7.0.
Some fields as you know are dialog / pick list fields.
What I mean by this is they are input help fields where you
can click a little square (in sap crm 7.0) to the right of the text box
and it brings up a dialog screen of values that you can select from.
Here is an example screen shot of what I am talking about:
http://img834.imageshack.us/img834/5676/imageschak.png
So what I have done is implemented the GETTER function for this input help field so that by default it has a value.
The code is like so:
method GET_CURRENCY.
CALL METHOD SUPER->GET_CURRENCY
EXPORTING
    ATTRIBUTE_PATH = attribute_path
   ITERATOR       = iterator
RECEIVING
    VALUE          = value.
      if value eq ''.
        IF sy-langu EQ 'E'.
          VALUE = 'USD'.
        elseif sy-langu EQ 'D'.
          VALUE = 'EUR'.
        ENDIF.
      endif.
endmethod.
Here even is a link to this method that I created: Field Currency of Context Node BTADMINH - How to set default
The method works great it sets the default of the currency to say USD. When I click the create button to create an opportunity the field currency is set to USD, this is great because it makes my job easier that I dont have to click the input help button and select a currency, it is already there.
But once I click the "Save" button for an opportunity I get a small error in the error notification box that tells me I need to select a currency! But why is this happening a currency already exists? So If I click the input help (the little button) and reselect the currency value USD then save my opportunity this error goes away.
The question is why does this happen? I need it so that the default currency value is recognized by the SAP CRM system. Why do I have to go back in and re-select the currency if it is already set? Is there some sort of consistency check or something I need to do to eliminate this problem?
Here is a screen shot after creating an opportunity with the default Currency set to USD (this means I did not select USD in the dialog input help it was defaulted by the getter method:
http://img832.imageshack.us/img832/3011/enteracurrency.png
Only if I go back into edit mode and actually click the little square to bring up the dialog of values and select USD does this error go away. Why does this happen ?

I called SET_CURRENCY right after setting my value and the error is now gone.
SET_CURRENCY( EXPORTING ATTRIBUTE_PATH = ATTRIBUTE_PATH
                iterator = iterator
                value = value ).
Got the tip from Pieter who has a good blog on SAP CRM: http://sapcrmweblog.blogspot.com/

In which screen the Profit Center field can be seen in SAP CRM Product Master?

Hi SAP Experts,
Please provide your valuable inputs on the below request:
1) Do we have profit center field in SAP CRM Product Master?If yes then in which screen can we see?
2) At the moment we are not using the profit center field in either of the systems(ECC and SAP CRM) in Material, we want to use this then how to go ahead to have this field in CRM.
3) If we add the profit center value in material master in ECC under general and plant data view then how this value will be replicated into SAP CRM , delta load or initial load?
We are using SAP ECC 6.0 and SAP CRM 7.1 systems.
Appreciated for your inputs at the earliest.
Best Regards,
SV

Hi,
Substitution Rule :-
Prerequisite :
1. WBS Level (PRPS-STUFE) = ' 3 ' AND Statistical Indicator (PRPS-XSTAT) = ' X '
Substitute
1. Profit centre (PRPS-PRCTR) - ' '
Hope this will clear you...
Regards,
Hari

Need some help in SAP CRM ISA.

hi ,
I am very new to the SAP CRM ISA environment .So please suggest me some documents ,books name etc.
To develope ISA applications what java skills we should have.
Please help me ...
Thanks in advance to all of you..
With regards
shanto aloor

Hello Shanto,
You need a couple of months of time to attend the following courses and couple of more years for really working in few projects to understand Well that is for people like me.
CR010 - CRM Basics,
CR100 - CRM Overview,
CR300 - CRM Sales,
CR800 - E-Commerce with CRM and
CR850 - E-Commerce with R/3
Okay, for the programming skills, you need very good Java / Web Application development experience. The application (ISA) is a simple Java based Web application (not a J2EE application) built on Struts framework. So, a good knowledge / experience of Struts is a big plus.
The [E-Commerce Enhancement / modification guide|https://websmp210.sap-ag.de/sapdownload/011000358700000469462006E/] is THE reference for ISA enhancements. I can not emphasize more on this. Every page, sentence is a must read in this document. This next document has [Examples and Tutorials |http://service.sap.com/sapdownload/011000358700006120622006E/]that go with the first document.
It is also good to have ABAP development and debugging knowledge to do good development. Basic understanding of the request - response cycle - the Java to ABAP integration are all good topics to focus and learn.
You must also know the Java development process in the NetWeaver (NW). You need to know the concepts of NW Development Infrastructure (NWDI). The enhancement guide has some information relevant to ISA development.
If you really go through the enhancement guide thoroughly, you will know what more you should know!
Easwar Ram
http://www.parxlns.com

Help needed in transferring IDoc from SAP CRM to XI

Hi All,
We are facing an issue in sending an IDoc from SAP CRM to XI system. The IDoc is triggered and the status is showing as 03 in SAP CRM system(WE05 is used) but it is not getting replicated in XI System. This is verified by logging into XI System and cross checked the records retrieved by executing the transaction IDX5. No entry is found for this IDoc.
In SM58 transaction, it is giving the status text as EDISDEF:Port SAPRIO segment defn E201CRMXIF_BILLI.
Any pointers on this issues will be very helpful. We are able to send information from XI to CRM.
The project is an upgrade one and the IDocs are developed earlier and were working fine one week back and no changes were made recently.
Thanks,
Udaya

Hi Kapil,
Thanks a lot for your help. We need to delete and recreate Metadata. This is a typical problem that is encountered during upgrade projects.
Thanks,
Udaya

SAP CRM Interactive Reports in Interaction Center

Hi
I am trying to use SAP CRM Interactive reports. I am aware that we don't need a separate BW serve for it. Do we need a separate local BI client or can we just use them through the IC_MANAGER Role?
What are the settings to enable interactive reports?
How can I create Interactive reports through the Analytics role?
All help is greatfully appreciated.
Thanks
Tarang

Take a look at [SAP Help Topic 'CRM Interactive Reports'|http://help.sap.com/saphelp_crm70/helpdata/en/61/553f78fc3c48c894c082d0fb23ef0f/frameset.htm]
Also you can refer to best practice building block [C41: CRM Interactive Reporting|http://help.sap.com/bp_crm70/BBLibrary/HTML/C41_EN_DE.htm].

Profit Center(Controling ) integration with SAP CRM Billing

Hi,
we are using SAP CRM5.O & R/3 4.7.
Can you please some body give the information of Integration CRM Service billing integration with Controling(profit center).
Regards
Chandra
Edited by: Chandra Sekhar Reddy.Botla on Apr 22, 2008 10:14 AM

HI Anup,
Thanks for your information .
Here i will explain teh business senario.
Here my client is doing service on behalf of Actual service Provider(ex: cell repairs, On behalf of Nokia my client dong service for the End customers. warranty ).
So that we creating service order & billing on end customer, but payer will be the brand (nokia) .
so here there is no expence relate transaction are posting. Here we are doing only billing (revenue related transactions). This revenue has to be posted to concern profit ceneter. Where we will give teh profit center integration with CRM Service.
Thanks in advance.
Regards
Chandra
Edited by: Chandra Sekhar Reddy.Botla on Apr 22, 2008 7:27 AM

SAP EHP1 for SAP CRM 7.0 : RKT Workshop for Interaction Center

Hi Everyone,
Please be advised that SAP is hosting a workshop in San Francisco, July 15 - 16:
SAP Enhancement Package 1 for SAP CRM 7.0 : Ramp-Up Knowledge Transfer Workshop for Interaction Center.
Click here for details or to apply:
[https://websmp208.sap-ag.de/~sapidb/011000358700000643542009E]
Best regards,
John

Hi,
First - the basic post installation steps are:
1. sick t-code need to execute
2. se06 --> Perform Post-Installation Actions
3. RZ10 --> Utilities --> Import profiles --> Of active servers
4. execute sgen T-code --> This will take some time
5. setup STMS
6. create client (If custom required)
7. Take backup of the system
For the solution manager client you could use the default created '001' client.
Next you need to run the solman_setup template which 'sets up' the SolMan for usage.
Follow config guide at: https://service.sap.com/~sapidb/011000358700000308502009E.PDF
For installing the ECC system, only a install key(from SMSY) is to be generated from SolMan. But if you want to use the SolMan effectively, suggest you to run the entire solman_setup.
Regards,
Srikishan

Help Center in SAP CRM 7.0

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