01 master guide - sap wcem 2.0

Master GuideSAP Web Channel Experience Management 2.0Including Upgrade Information

Target Audience ■ Consultants ■ Administrators

PUBLICDocument version: 1.0 – 2012-04-23Material number: 50112279

Document History

CAUTION

Before you start the implementation, make sure you have the latest version of this document.

You can find the latest version at the following location: http://service.sap.com/wec-inst or

http://service.sap.com/instguides.

The following table provides an overview of the most important document changes.

Version Date Description

1.0 2012-04-23 Initial version

2/32 PUBLIC 2012-04-23

http://service.sap.com/wec-inst

http://service.sap.com/instguides

Table of Contents

Chapter 1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.1 About this Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.2 Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.2.1 Planning Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.2.2 Further Useful Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

1.2.3 Related Guides and Other Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

1.3 SAP Notes for the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.4 Media List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 2 SAP Web Channel Experience Management Overview . . . . . . . . . . . . . . . . 9

2.1 Software Units of SAP Web Channel Experience Management . . . . . . . . . . . . 10

2.2 System Landscape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2.3 Overall Implementation Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 3 Business Scenarios of SAP Web Channel Experience

Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

3.1 Software Component Matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

3.2 Campaign Management in Web Channel Exp. Mgmt . . . . . . . . . . . . . . . . . . . 18

3.3 Catalog Management with MDM/CRM in Web Channel Exp.

Mgmt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

3.4 Catalog Management with MDM/ERP in Web Channel Exp.

Mgmt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

3.5 Catalog Management with TREX/ERP in Web Channel Exp.

Mgmt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

3.6 Complaints and Returns Management in Web Channel Exp.

Mgmt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

3.7 Order Management with CRM in Web Channel Exp. Mgmt . . . . . . . . . . . . . . 21

3.8 Order Management with ERP in Web Channel Exp. Mgmt . . . . . . . . . . . . . . . 21

3.9 Service Request and Service Contract Management in Web Channel Exp.

Mgmt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3.10 Solution Assistance in Web Channel Exp. Mgmt . . . . . . . . . . . . . . . . . . . . . . . 22

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Chapter 4 Solution-Wide Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

4.1 Configuration Using Web Channel Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 5 Upgrade Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

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1 Getting Started

1.1 About this Document

This Master Guide is the central starting point for the technical implementation and upgrade of SAP

Web Channel Experience Management. You can find cross-scenario implementation information as

well as scenario-specific information in this guide.

Use the Master Guide to get an overview of SAP Web Channel Experience Management, its software

units, and its scenarios from a technical perspective. The Master Guide is a planning tool that helps

you to design your system landscape. It refers you to the required detailed documentation, mainly:

■ Installation guides for single software units

■ SAP Notes

■ Configuration documentation

■ SAP Library documentation

Constraints

■ The business scenarios that are presented here serve as examples of how you can use SAP software

in your company. The business scenarios are only intended as models and do not necessarily run

the way they are described here in your customer-specific system landscape. Ensure that you check

your requirements and systems to determine whether these scenarios can be used productively at

your site. Furthermore, we recommend that you test these scenarios thoroughly in your test

systems to ensure they are complete and free of errors before going live.

■ This Master Guide primarily discusses the overall technical implementation and upgrade of SAP

Web Channel Experience Management, rather than its subordinate components. This means that

additional software dependencies might exist without being mentioned explicitly in this document.

You can find more information on component-specific software dependencies in the

corresponding installation and upgrade guides.

1.2 Related Information

1.2.1 Planning Information

For more information about planning topics not covered in this guide, see the following content on

SAP Service Marketplace:

Content Location on SAP Service Marketplace

SAP Library help for SAP Web Channel Experience Management http://help.sap.com/wec

1 Getting Started

1.1 About this Document

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http://help.sap.com/wec


Latest versions of all guides for SAP Web Channel Experience Management


Latest versions of installation and upgrade guides of all SAP applications


SAP Business Maps - information about applications and business scenarios

http://service.sap.com/businessmaps

Sizing, calculation of hardware requirements - such as CPU, disk and memory resource - with the Quick Sizer tool

http://service.sap.com/quicksizer

Released platforms and technology-related topics such as maintenance strategies and language support

http://service.sap.com/platforms

Network security http://service.sap.com/securityguide

High availability http://www.sdn.sap.com/irj/sdn/ha

Performance http://service.sap.com/performance

Information about support package stacks, latest software versions, and patch level requirements

http://service.sap.com/sp-stacks

Information about Unicode technology http://www.sdn.sap.com/irj/sdn/i18n

1.2.2 Further Useful Links

The following table lists further useful links on SAP Service Marketplace:


Information about creating error messages http://service.sap.com/messages

SAP Notes search http://service.sap.com/notes

SAP Software Download Center (software download and ordering of software)

http://service.sap.com/swdc

SAP Online Knowledge Products (OKPs) – role-specific Learning Maps http://service.sap.com/rkt

1.2.3 Related Guides and Other Documents

This Master Guide is based on Master Guides for cross-industry applications. You can find more

information about the relevant applications in the following documents:

Title Location

Master Guide – SAP CRM 7.0 http://service.sap.com/crm-inst

Master Guide – SAP enhancement package 1 for SAP CRM 7.0

http://service.sap.com/crm-inst

Master Guide – SAP enhancement package 2 for SAP CRM 7.0


Master Guide – SAP ERP 6.0 http://service.sap.com/erp-inst

1 Getting Started

1.2 Related Information

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http://service.sap.com/businessmaps

http://service.sap.com/quicksizer

http://service.sap.com/platforms

http://service.sap.com/securityguide

http://www.sdn.sap.com/irj/sdn/ha

http://service.sap.com/performance

http://service.sap.com/sp-stacks

http://www.sdn.sap.com/irj/sdn/i18n

http://service.sap.com/messages

http://service.sap.com/notes

http://service.sap.com/swdc

http://service.sap.com/rkt




http://service.sap.com/erp-inst

Title Location

Master Guide – SAP enhancement package 5 for SAP ERP 6.0


Master Guide – SAP enhancement package 6 for SAP ERP 6.0


Master Guide – MDM 7.1 http://service.sap.com/installmdm71

Master Guide – SAP NetWeaver 7.3

http://service.sap.com/instguidesnw73

Master Guide – SAP NetWeaver Process Integration 7.0

http://service.sap.com/instguides SAP NetWeaver SAP NetWeaver 7.0 (2004s)

Master Guide – SAP NetWeaver Process Integration 7.1 / EHP1 for SAP NetWeaver Process Integration 7.1

http://service.sap.com/instguides SAP NetWeaver SAP NetWeaver PI 7.1

1.3 SAP Notes for the Installation

You must read the following SAP Notes before you start the installation. These SAP Notes contain the

most recent information on the installation, as well as corrections to the installation documentation.

Ensure that you have the latest version of each SAP Note, which you can find on SAP Service

Marketplace. For more information, see https://service.sap.com/notes.

SAP Note Number Title Description

1657981 SAP Web Channel Experience Management 2.0 – RIN

This Release and Information Note (RIN) contains information and references to notes in the context of applying SAP Web Channel Experience Management 2.0.

737368 Hardware Requirements of Java Development Infrastructure

Contains information about hardware requirements if you plan to use the NetWeaver Java Development Infrastructure (JDI) to develop your own Java applications, or to adjust Java applications delivered by SAP.

1417431 Invalid Delta Manager ID in Java to ABAP scenarios

Contains information on how to deactivate the JCo Delta Manager.

836200 SAP NetWeaver 7.0: Importing Process Integration Content

–

1152640 SAP NetWeaver 7.1 including EHPs: Importing ESR content

–

1574235 SAP NetWeaver 7.3: Import of ESR content

–

1590008 Java output encoding –

1 Getting Started

1.3 SAP Notes for the Installation

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http://service.sap.com/installmdm71

http://service.sap.com/instguidesnw73



https://service.sap.com/notes

http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=1657981&_NLANG=en&_NVERS=0







SAP Note Number Title Description

1638933 Error during deployment of web application

–

1683597 Web Channel Builder Service User Authorizations

–

1685944 MDMGX port configuration files for ERP customizing extract

–

1685945 MDMGX port configuration files for CRM customizing extract

–

795131 FAQ: How to make Secure FTP communication with SAPFTP

–

1.4 Media List

The media list for installing SAP Web Channel Experience Management 2.0 is comprised of the following

components:

DVD Material Number DVD Label

51042779 SAP WEB CHANNEL EXP MG 2.0Add-on Installation based on SAP NetWeaver 7.3

50112117 SAP WEB CHANNEL EXP MG 2.0HTML-Help for WindowsStandard HTML (Plain HTML)

1 Getting Started

1.4 Media List

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2 SAP Web Channel Experience Management Overview

Overview

SAP Web Channel Experience Management allows creation and deployment of state-of-the-art, end

user-facing Web shops, to extend a company’s reach into the Web. It covers a full range of e-marketing,

e-selling, and e-service functions.

Technical highlights are:

■ Web 2.0 technology

■ Guided process flows

■ Modular site configuration

■ Extensible, interactive UI based on JSF 2.0 technology

■ Personalized user experience

■ Support of standard Web design tools

■ High-volume performance and scalability

Back Ends

You deploy SAP Web Channel Experience Management on either an SAP CRM back end or an SAP

ERP back end. If your back end is SAP CRM, we recommend an installation that connects SAP CRM

to an SAP ERP system for order fulfillment. We do not recommend using an SAP CRM standalone

installation. Orders that customers create in your Web shop are stored in the respective back end, where

back-end users can process them further.

Depending on the back end you use, functionality differs. While e-marketing functions and e-service

functions are available with the SAP CRM back end only, e-commerce functions are equally available

with both back ends.

Product Catalog Engines

To create fully-featured product catalogs for your Web shops, you use SAP NetWeaver Master Data

Management (MDM).

If your back end is SAP ERP, you may use either the SAP NetWeaver MDM product catalog or the

TREX product catalog that is part of SAP ERP. Using the TREX product catalog reduces the

complexity of the system landscape at the expense of product catalog functionality.

Back-End Business Functions

To be able to run SAP Web Channel Experience Management, you must activate, in your back end, the

following business functions:


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SAP CRM Back End SAP ERP Back End

CRM_WEB_CHANNEL_2 (SAP Web Channel Experience Management 2.0 for SAP CRM)

ERP_WEB_CHANNEL_2 (SAP Web Channel Experience Management 2.0 for SAP ERP)

To be able to use trade functionality within SAP Web Channel Experience Management, you must, in

addition, activate all of the following business functions:

SAP CRM Back End SAP ERP Back End

CRM_ISR_INTEG (Retail Master Data Integration)

ISR_APPL_CRM_INTEG (Retail, Master Data Integration in CRM 01)ISR_RETAIL_CRM_INTEG (Retail, Master Data Integration in CRM 02)

2.1 Software Units of SAP Web Channel Experience Management

The software units of SAP Web Channel Experience Management can be divided into the following

groups:

Prerequisite Software Units

SAP Solution Manager and SAP Solution Manager content ST-ICO 150_700You require at least one of the following versions of SAP Solution Manager: ■ SAP Solution Manager 7.0 EHP1, SPS23

or higher ■ SAP Solution Manager 7.1, SPS01 or

higherSAP Solution Manager 7.0 EHP1, SPS23 supports all update and maintenance processes (for example, transaction SMSY or Maintenance Optimizer). There is no need to upgrade to SAP Solution Manager 7.1.

Using SAP Solution Manager is mandatory for SAP Web Channel. When you install SAP NetWeaver 7.3, you are asked to enter a key generated by SAP Solution Manager.SAP Solution Manager Content provides you with business and configuration information on all available SAP Web Channel scenarios.

SAP NetWeaver 7.30 SP04 AS Java SAP Web Channel Experience Management is an add-on to SAP NetWeaver AS Java.

Main Software Unit: SAP Web Channel Experience Management 2.0

Web Channel Server MDM Connector 7.1 (MDM_CONNECTOR)

Required for connecting SAP NetWeaver MDM to SAP CRM or SAP ERP

MDM JAVA API 7.1 (MDM_JAVA_API)

Required for connecting SAP NetWeaver MDM to SAP CRM or SAP ERP

WEB CHANNEL 2.0 (SAP-WEC)WEB CHANNEL FRAMEWORK 2.0 (SAP-WEC-FRW)

Framework and application components that enable you to create and run Web shops, and to connect Web shops to a back-end system (mandatory)

WEB CHANNEL ZERO ADMIN 2.0 (SAP-WEC-ZA)

XML file containing a deployable configuration template. Configuration is based on expected customer usage. For more



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information, see the installation guide for SAP Web Channel Experience Management at http://service.sap.com/wec-inst .

Web Channel NWDS Plug-In

WEB CHANNEL PLUGINS 2.0 (SAP-WEC-PI)

Plug-ins for SAP NetWeaver Development Studio that build the Web Channel module development workbench. This workbench provides a set of development tools that you can use to develop Web Channel modules quickly and easily.

Web Channel MDM Repository

WEC MDM REPOSITORY 2.0 (WEC-MDM-REPOSITORY)

XML schema and A2A archive file, either of which you can use to create a repository for your Web Channel product catalog data in SAP NetWeaver MDM (with CRM/MDM and ERP/MDM scenarios only)

Web Channel XI Content XI CONT WEC MDM REPOSITORY 2.0 (XI_CNT_WEC-MDM-REPOSITORY)

XI Content for Web Channel MDM Repository (with ERP/MDM scenario only)

Additional Software Units

SAP NetWeaver MDM 7.1 SP08 Required to access the product catalogs that are stored in the SAP NetWeaver MDM repository (with CRM/MDM and ERP/MDM scenarios only).

Import Server Transfer of products from a SAP CRM back end or SAP ERP back end to the MDM repository

Master Data Server Creation of repositories that hold all master data, such as products and business partners. It provides advanced search functionality and also allows you to compare the various products present in the repositories.

Import Clients Upload of data stored in various file formats to the MDM repository

Administration Clients Administration of an MDM server, for example with regard to creating users, restarting the server, uploading or reloading your MDM repositories

Data Management Clients Creation of products and product catalogs from



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within the MDM repository

PI Adapter for NW 7.0 (with ERP/MDM scenario only)PI Adapter for NW 7.1 (with ERP/MDM scenario only)

Data exchange between SAP ERP and MDM. SAP ERP data is sent to the PI adapter in the form of an IDoc; with the help of the PI adapter, the IDoc is converted to XML, which in turn is sent to MDM.

Any of the following versions of SAP CRM: ■ SAP CRM 7.0 EHP1 SP07 or higher ■ SAP CRM 7.0 EHP2 SP03 or higher (not until SAP

CRM 7.0 EHP2 has reached status General Availability)

Required if SAP CRM is used as the back-end system.If SAP ERP is the OLTP system for providing additional business functions, such as logistics execution, materials management, or financials, see the Master Guide for SAP CRM for the supported versions.

Any of the following versions of SAP ERP: ■ SAP ERP 6.0 EHP5 SP07 or higher ■ SAP ERP 6.0 EHP6 SP03 or higher (not until SAP

ERP 6.0 EHP6 has reached status General Availability)

Required if SAP ERP is used as the back-end system.

Any of the following versions of SAP NetWeaver PI: ■ 7.0 ■ 7.1 ■ EHP1 for 7.1 ■ 7.3

Needed with the ERP/MDM scenario only. SAP NetWeaver PI transfers data from SAP ERP to SAP NetWeaver MDM.

SAP NetWeaver Search and Classification (TREX) 7.1 Needed with the ERP/TREX scenario only. With the SAP ERP product catalog, you replicate the catalog to the TREX server to enhance search functionality and scalability, and improve system performance for your customers.

2.2 System Landscape

SAP Web Channel Experience Management is a front-end application that can be implemented in

different system landscapes. You can use the application with the following back ends and back end

versions:

■ SAP CRM:

● SAP CRM 7.0 EHP1 SP07 or higher

● SAP CRM 7.0 EHP2 SP03 or higher (not until SAP CRM 7.0 EHP2 has reached status General

Availability)

■ SAP ERP:

● SAP ERP 6.0 EHP5 SP07 or higher



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● SAP ERP 6.0 EHP6 SP03 or higher (not until SAP ERP 6.0 EHP6 has reached status General

Availability)

With the SAP CRM back end, you use SAP NetWeaver MDM as the product catalog engine (in the

following abbreviated to CRM/MDM scenario).

With the SAP ERP back end, you can choose between these two product catalog options:

■ SAP NetWeaver MDM product catalog (in the following abbreviated to ERP/MDM scenario)

■ SAP ERP TREX product catalog (in the following abbreviated to ERP/TREX scenario)

Figure 1: System Landscape Overview for CRM/MDM Scenario

If you want to use the generic articles functionality available with SAP Retail, you need a back-end

system connection between SAP CRM and SAP ERP. Your SAP ERP system must include SAP Retail.



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Figure 2: System Landscape Overview for ERP/MDM Scenario

Figure 3: System Landscape Overview for ERP/TREX Scenario

NOTE

We recommend connecting Java servers and back-end servers via LAN.

NOTE

We strongly recommend that you use a minimal system landscape for test and demo purposes

only. For performance, scalability, high availability, and security reasons, do not use a minimal

system landscape as your production landscape.



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For more information about the Web Channel scenarios and the software components required to run

them, see the Master Guide for SAP Web Channel Experience Management on SAP Service Marketplace

at https://service.sap.com/wec-inst.

2.3 Overall Implementation Sequence

The following table describes the overall installation sequence for SAP Web Channel Experience

Management. This table contains all available software units. However, to implement a specific scenario,

you only need a subset of available software units. Some are only required for specific processes.

NOTE

To use the SAP NetWeaver MDM product catalog, install SAP Web Channel Experience

Management on one server, including the MDM Connector and the MDM Java API. For sizing

and performance reasons, we recommend to install all other SAP NetWeaver MDM components

on a separate SAP NetWeaver MDM server.

Prerequisites

Your back-end systems are up and running.

Procedure

Decide which scenario you want to implement (CRM/MDM scenario, ERP/MDM scenario, or ERP/

TREX scenario), and follow the necessary steps, as indicated below:

Installation with Scenarios CRM/MDM or ERP/MDM

Step Action Comment

1 Install SAP Solution Manager and SAP Solution Manager content

–

2 Install SAP NetWeaver MDM 7.1 Mandatory components are as follows: ■ Master data server ■ Master data import server ■ Import manager clients ■ Administration clients ■ Data management clients

3 Install SAP NetWeaver Application Server Java (AS Java)

Install all usage types that are required.

Install Web Channel NWDS Plug-in (optional) –

4 Deploy Web Channel Server: ■ MDM_JAVA_API ■ MDM_CONNECTOR ■ SAP-WEC-FRW ■ SAP-WEC ■ SAP-WEC-ZA (optional) (zero

administration template)

–



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https://service.sap.com/wec-inst

Step Action Comment

5 Connect SAP NetWeaver AS Java 1. Create a technical user.2. Connect SAP NetWeaver AS Java with

SAP CRM or SAP ERP.3. Connect SAP NetWeaver AS Java with

SAP NetWeaver MDM.

6 SAP ERP back end only:Install and prepare an SAP NetWeaver PI system

Install SAP NetWeaver PI, import the Web Channel XI content, and perform the integration scenario modeling.

7 Prepare a back-end system (SAP CRM or SAP ERP)

Configure the back-end system for data download between the back-end system and SAP NetWeaver MDM, secure the communication between the two systems, and trigger the data download.

Installation with Scenario ERP/TREX

Step Action Comment

1 Install SAP Solution Manager and SAP Solution Manager content

–

2 Install TREX –

3 Install SAP NetWeaver Application Server Java (AS Java)

Install all usage types that are required.

Install Web Channel NWDS Plug-in (optional) –

4 Deploy Web Channel Server: ■ MDM_JAVA_API ■ SAP-WEC-FRW ■ SAP-WEC ■ SAP-WEC-ZA (optional) (zero

administration template)

–

5 Connect SAP NetWeaver AS Java 1. Create a technical user.2. Connect SAP NetWeaver AS Java with

SAP CRM or SAP ERP.3. Connect SAP NetWeaver AS Java with

TREX server.

6 Prepare the SAP ERP back end system Configure the SAP ERP back-end system for data replication between the back-end system and the TREX server, secure the communication between the two systems, and trigger the data replication.



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3 Business Scenarios of SAP Web Channel Experience Management

NOTE

This Master Guide provides just one way to implement each business scenario. For other ways to

implement business scenarios, see the Scenario & Process Component List in SAP Service

Marketplace at http://service.sap.com/scl.

While the following information just lists SAP NetWeaver MDM and SAP Web Channel Experience

Management as aggregated installable software units, the Scenario & Process Component List also

provides more detailed information about which of the numerous software components that are

part of either application are required for the individual scenarios.

NOTE

For the supported releases and support packages of the individual software units, see the section

Installable Software Units in this guide.

3.1 Software Component Matrix

This section provides an overview of which business scenario of SAP Web Channel Experience

Management uses which software unit.

SAP CRM Back End

Business Scenarios

Software UnitsKey: X = mandatory; (X) = optionalSAP Web Channel Exp. Mgmt

SAP CRM AS ABAP

SAP NW MDM SAP ERP SAP NW PI IPC TREX

Campaign Management in Web Channel Exp. Mgmt

X X — — — (X) —

Catalog Management with MDM/CRM in Web Channel Exp. Mgmt

X X X — — (X) —

Complaints and Returns Management in

X X — (X) — (X) —


3.1 Software Component Matrix

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http://service.sap.com/scl

Business Scenarios


SAP CRM AS ABAP


Web Channel Exp. Mgmt

Order Management with CRM in Web Channel Exp. Mgmt

X X X (X) — (X) —

Service Request and Service Contract Management in Web Channel Exp. Mgmt

X X — (X) — (X) —

Solution Assistance in Web Channel Exp. Mgmt

X X — — — — —

SAP ERP Back End

Business Scenario


SAP CRM AS ABAP


Catalog Management with MDM/ERP in Web Channel Exp. Mgmt

X — X X X (X) —

Catalog Management with TREX/ERP in Web Channel Exp. Mgmt

X — — X — (X) X

Order Management with ERP in Web Channel Exp. Mgmt

X — (X) X X (X) (X)

3.2 Campaign Management in Web Channel Exp. Mgmt

Overview

You can use this business scenario to sell products to your customers using campaigns in a Web shop.

This business scenario covers the complete process for running a campaign, starting with market

analysis, continuing with the execution of the campaign, and ending with the closure of the campaign.

After you have set up a campaign, you can track it throughout its duration and use the results in future

planning. In the campaign, you can define criteria such as target groups, products, documents, people

responsible, and budget.


3.2 Campaign Management in Web Channel Exp. Mgmt

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NOTE

This scenario is only available with an SAP CRM back end.

Software Units

The following software units are required to run the scenario:

Mandatory:

■ SAP Web Channel Experience Management

■ SAP CRM (AS ABAP)

Optional:

■ IPC

3.3 Catalog Management with MDM/CRM in Web Channel Exp. Mgmt

Overview

You use this business scenario to create a centralized product catalog containing product descriptions,

images, pricing, and associated literature. The product catalog allows Web shop customers to quickly

and easily access product information that is tailored to their individual needs.

Software Units

The following software units are required to run the scenario with an SAP CRM back end:

Mandatory:



■ SAP NetWeaver MDM

Optional:

■ IPC

3.4 Catalog Management with MDM/ERP in Web Channel Exp. Mgmt

Overview

You use this business scenario to create a centralized product catalog containing product descriptions,

images, pricing, and associated literature. The product catalog allows Web shop customers to quickly

and easily access product information that is tailored to their individual needs.

Software Units

The following software units are required to run the scenario with an SAP ERP back end:

Mandatory:



3.3 Catalog Management with MDM/CRM in Web Channel Exp. Mgmt

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■ SAP ERP


■ SAP NetWeaver PI

Optional:

■ IPC

3.5 Catalog Management with TREX/ERP in Web Channel Exp. Mgmt

Overview

You use this business scenario to create a centralized product catalog, on a dedicated Search and

Classification (TREX) server, containing product descriptions, images, pricing, and associated

literature. The product catalog allows Web shop customers to quickly and easily access product

information that is tailored to their individual needs.

Software Units

The following software units are required to run the scenario with an SAP ERP back end:

Mandatory:


■ SAP ERP

■ Search and Classification (TREX)

Optional:

■ IPC

3.6 Complaints and Returns Management in Web Channel Exp. Mgmt

Overview

You use this business scenario to enable your customers to create complaints and returns in the Web

shop. You can then take action to answer their concerns. Complaints can be linked to order items,

service requests, registered products, installation components, and products in the catalog. Returns

can be linked to order items and installation components.

In this scenario, customers register a product so as to activate its warranty. They can then, for example,

create a complaint for the registered product with which they are dissatisfied.

NOTE


Software Units



3.5 Catalog Management with TREX/ERP in Web Channel Exp. Mgmt

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Mandatory:



Optional:

■ SAP ERP

■ IPC

3.7 Order Management with CRM in Web Channel Exp. Mgmt

Overview

You use this business scenario to enable your Web shop customers to order products and to receive

information about product availability in real time. The system then starts the follow-on logistics

processes in SAP ERP.

Software Units

The following software units are required to run the scenario with an SAP CRM back end:

Mandatory:




Optional:

■ SAP ERP

■ IPC

3.8 Order Management with ERP in Web Channel Exp. Mgmt

Overview

You use this business scenario to enable your Web shop customers to order products and to receive

information about product availability in real time. The system then starts the follow-on logistics

processes in SAP ERP.

Software Units


Mandatory:


■ SAP ERP

■ SAP NetWeaver MDM or Search and Classification (TREX)

■ SAP NetWeaver PI

Optional:


3.7 Order Management with CRM in Web Channel Exp. Mgmt

2012-04-23 PUBLIC 21/32

■ IPC

3.9 Service Request and Service Contract Management in Web Channel Exp. Mgmt

Overview

You use this business scenario to enable Web shop customers to use the Web shop to request service

for products, and extend service contracts.

A service request is a detailed message sent to an agent concerning a problem with a product. When

customers create a service request, they can select their product from an existing order item, from their

registered products (in the consumer scenario), from their installation components (in the contact

scenario), or from the product catalog. When selecting from among their registered products,

customers can see whether or not the product is still under warranty. They also have the option of

scheduling an appointment at their convenience for on-site service. A service contract is a long-term

agreement that details the content and scope of services performed for a customer. Customers can

extend existing service contracts in the Web shop.

When customers extend a service contract, they must extend the entire contract; they cannot choose

specific items for extension. Furthermore, only standard contracts that have not yet expired are eligible

for extension. As a preliminary step, customers create a service contract quotation, which they can

confirm immediately to trigger the extension, or revisit during the quotation validity period.

NOTE


Software Units


Mandatory:



Optional:

■ SAP ERP

■ IPC

3.10 Solution Assistance in Web Channel Exp. Mgmt

Overview

You use this business scenario to enable your Web shop customers to resolve problems they encounter

with products. Customers who encounter problems can visit your Web shop to search for a solution.

They could start, for example, with frequently asked questions (FAQ), which are designed to address

common product issues faced by customers. If an FAQ search does not result in successful problem


3.9 Service Request and Service Contract Management in Web Channel Exp. Mgmt

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resolution, they can use the solution search, where they enter a problem description and perform a

search on relevant solutions. If a solution still cannot be found, they can use live support to contact

an agent directly.

NOTE


Software Units


Mandatory:




3.10 Solution Assistance in Web Channel Exp. Mgmt

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4 Solution-Wide Topics

4.1 Configuration Using Web Channel Builder

Web Channel Builder (WECB) is an integrated tool targeted at Web shop administrators and business

users.

You access WECB from the back-end Customizing:

■ SAP CRM: Customer Relationship Management SAP Web Channel Experience Management Basic Settings

Start Web Channel Builder (or enter transaction code WCB_UI)

■ SAP ERP: Sales and Distribution SAP Web Channel Experience Management Basic Settings Start Web

Channel Builder (or enter transaction code WCB_UI)

In WECB, you can create and configure new or existing Web shops. To create new Web shops, you use

preconfigured application templates.

To support the SAP NetWeaver AS Java security settings, Web Channel Builder (WECB) is preconfigured

to use the user management engine (UME) authentication by default. We recommend using the UME

logon in the productive system.

NOTE

You can change the logon system for WECB. For more information, see the Installation Guide

for SAP Web Experience Management on http://service.sap.com/wec-inst , section Post-

Installation Steps for Web Channel Builder.

User management checks the password in the UME shops against one leading back-end system.

Depending on the shop type, the back end is either SAP CRM or SAP ERP. During registration, messages

for password violations are displayed. The system creates users in the back-end system and the UME

during the final step of registration. If the UME settings overwrite those of the leading system, UME

cannot create a user in both systems. To avoid this, the check runs in one system only. Consequently

the password policy in the back-end system must be stronger and better than the UME password policy.

4 Solution-Wide Topics

4.1 Configuration Using Web Channel Builder

2012-04-23 PUBLIC 25/32


This page is left blank for documents that are printed on both sides.

5 Upgrade Information

With release 2.0 of SAP Web Channel Experience Management, functionality as well as technology was

enhanced considerably, the focus being on the following areas:

■ Functional round-offs for the consumer scenario

■ Full integration of the contact scenario

■ Integration of trade master data

■ Switch to JSF 2.0 UI technology

Upgrade Paths

There is a direct upgrade path for SAP Web Channel Experience Management 2.0 for source release

SAP Web Channel Experience Management 1.0.

Upgrade of Involved Software Components

To run the upgrade, you use the SAP Java Support Package Manager (JSPM) tool. Migrating from JSF

1.2 to 2.0 also requires manual steps.

For more information, see the Installation Guide of SAP Web Channel Experience Management on

SAP Service Marketplace at http://service.sap.com/wec-inst.

Upgrade of Business Scenarios

In release 2.0 of SAP Web Channel Experience Management, all business scenarios available with release

1.0 were enhanced with new functionality.

Furthermore, he following business scenarios were added:

■ Catalog Management with TREX/ERP in Web Channel Exp. Mgmt

■ Solution Assistance in Web Channel Exp. Mgmt

To take full advantage of the available business scenarios, you must upgrade SAP Web Channel

Experience Management but may continue to use the same version of your back-end system and of

SAP NetWeaver MDM.

5 Upgrade Information

2012-04-23 PUBLIC 27/32


Typographic Conventions

Example Description

<Example> Angle brackets indicate that you replace these words or characters with appropriate entries to make entries in the system, for example, “Enter your <User Name>”.

ExampleExample

Arrows separating the parts of a navigation path, for example, menu options

Example Emphasized words or expressions

Example Words or characters that you enter in the system exactly as they appear in the documentation

http://www.sap.com Textual cross-references to an internet address

/example Quicklinks added to the internet address of a homepage to enable quick access to specific content on the Web

123456 Hyperlink to an SAP Note, for example, SAP Note 123456

Example ■ Words or characters quoted from the screen. These include field labels, screen titles, pushbutton labels, menu names, and menu options.

■ Cross-references to other documentation or published works

Example ■ Output on the screen following a user action, for example, messages ■ Source code or syntax quoted directly from a program ■ File and directory names and their paths, names of variables and parameters, and

names of installation, upgrade, and database tools

EXAMPLE Technical names of system objects. These include report names, program names, transaction codes, database table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE

EXAMPLE Keys on the keyboard

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http://www.sap.com



SAP AGDietmar-Hopp-Allee 16

69190 WalldorfGermany

T +49/18 05/34 34 34F +49/18 05/34 34 20

www.sap.com

© Copyright 2012 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of Microsoft Corporation.IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli, Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation.Linux is the registered trademark of Linus Torvalds in the United States and other countries.Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of Adobe Systems Incorporated in the United States and other countries.Oracle and Java are registered trademarks of Oracle and its affiliates.UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems Inc.HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siri, and Xcode are trademarks or registered trademarks of Apple Inc.IOS is a registered trademark of Cisco Systems Inc.RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registered trademarks of Research in Motion Limited.Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik and Android are trademarks or registered trademarks of Google Inc.INTERMEC is a registered trademark of Intermec Technologies Corporation.Wi-Fi is a registered trademark of Wi-Fi Alliance.Bluetooth is a registered trademark of Bluetooth SIG Inc.Motorola is a registered trademark of Motorola Trademark Holdings LLC.Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH.SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company.

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Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company.All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies (“SAP Group”) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

DisclaimerSome components of this product are based on Java™. Any code change in these components may cause unpredictable and severe malfunctions and is therefore expressly prohibited, as is any decompilation of these components.Any Java™ Source Code delivered with this product is only to be used by SAP’s Support Services and may not be modified or altered in any way.

Documentation in the SAP Service MarketplaceYou can find this document at the following address: http://service.sap.com/instguides

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SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermanyT +49/18 05/34 34 34F +49/18 05/34 34 20www.sap.com

© Copyright 2012 SAP AG. All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

01 master guide - sap wcem 2.0

Documents

web channel

web channel

sap service

sap service

minimal system

master data

connect sap

sap netweaver