Bonn Boston

214_BOOK.indb 1 5/5/08 10:17:23 AM

214_BOOK.indb 2 5/5/08 10:17:23 AM

214_BOOK.indb 27 5/5/08 10:17:30 AM

214_BOOK.indb 28 5/5/08 10:17:30 AM

214_BOOK.indb 29 5/5/08 10:17:31 AM

214_BOOK.indb 30 5/5/08 10:17:31 AM

214_BOOK.indb 31 5/5/08 10:17:31 AM

214_BOOK.indb 32 5/5/08 10:17:31 AM

HeaderCategoryExternal IDDescriptionStatus (System/User)Authorization Group

Partners

Addresses

Componentsroductsext Itemsnstalled Basendividual Objectsustomer- ypes

Components

Documents

Partners

Addresses

Documents

Installed Base: Structure

214_BOOK.indb 33 5/5/08 10:17:32 AM

Support Desk System

SAP GlobalSupport

Backbone

CustomerSystem

CustomerSystem

Components and Business Objects

Support Message SLF1(ABA Message)

Service Desk MessageSLFN

(CRM Service Transaction)

Support Desk System

Components and Business Objects

Action Profiles

Number Range

Text Segment Types

Priorities

Support Message SLF1(ABA Message)

Service Desk MessageSLFN

(CRM Service Transaction)

214_BOOK.indb 34 5/5/08 10:17:32 AM

Support Desk System

Transaction Type

Components and Business Objects

Action Profiles

Text Det. Procedure

Partner Det. Procedure

Status Profile

Organizational Data

Date Profile

Number Range

Priorities

Categories

Support Message SLF1(ABA Message)

Service Desk MessageSLFN

(CRM Service Transaction)

214_BOOK.indb 35 5/5/08 10:17:33 AM

NO_USER_CHECK

214_BOOK.indb 36 5/5/08 10:17:33 AM

PROCESS_TYPE

NO_USER_CHECK

EXTENDED_HELP

PARTNER_FCT_DESC_CREA

PARTNER_FCT_DESC_CREA

IBASE

IC_WC_DEFAULT_PROFILE

RFCDEST_SOL_MANAGER

BP_GEN_DAYS

214_BOOK.indb 37 5/5/08 10:17:33 AM

214_BOOK.indb 38 5/5/08 10:17:33 AM

214_BOOK.indb 39 5/5/08 10:17:33 AM

214_BOOK.indb 40 5/5/08 10:17:34 AM

214_BOOK.indb 41 5/5/08 10:17:34 AM

214_BOOK.indb 42 5/5/08 10:17:34 AM

214_BOOK.indb 43 5/5/08 10:17:34 AM

214_BOOK.indb 44 5/5/08 10:17:34 AM

214_BOOK.indb 45 5/5/08 10:17:35 AM

CRM_DNO_PARTNER_1 RULE PART-

NER_FCT

PARTNER_FCT

RULE

214_BOOK.indb 46 5/5/08 10:17:35 AM

F4 (manually)

Action List

Toolbar(manually)

yaccor

Tr

Automatic

Action

orm

s

No

214_BOOK.indb 47 5/5/08 10:17:35 AM

Cod

e G

roup

Pro

file

SLF

N00

01Code C4

Code C3

Code C2Code B2

Code A3

Code A2

Code C1Code B1Code A1

Catalog I1 SLFNCRMTransaction Type

Subject Profile SLFN0001

Code Group CCode Group BCode Group A

214_BOOK.indb 48 5/5/08 10:17:36 AM

214_BOOK.indb 129 5/5/08 10:17:50 AM

214_BOOK.indb 130 5/5/08 10:17:50 AM

214_BOOK.indb 131 5/5/08 10:17:50 AM

214_BOOK.indb 132 5/5/08 10:17:51 AM

214_BOOK.indb 133 5/5/08 10:17:51 AM