Operations Guide CUSTOMER

Document Version: 1.0 – 2018-02-28

Operations Guide for SAP S/4HANA for Customer

Management
Content

1 Getting Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1.1 About This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

2 Technical System Landscape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

2.1 Related Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

3 Monitoring of SAP S/4HANA for Customer Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

3.1 Alert Monitoring with CCMS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
CCMS Monitoring Installation and Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Alert Monitoring of Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Scenario Alert Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
3.2 Detailed Monitoring and Tools for Problem and Performance Analysis. . . . . . . . . . . . . . . . . . . . . . . . . . 10
Log Objects and Subobjects for Application Server ABAP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Interaction Center Analysis Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

4 Management of SAP S/4HANA for Customer Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

4.1 Administration Tools of Software Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Interaction Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
4.2 Starting and Stopping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
4.3 Backup/Restore and Recovery. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Interaction Center - Communication Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16
4.4 System Copy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Interaction Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
4.5 Periodic Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Scheduled Periodic Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Required Manual Periodic Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
4.6 Logon and Load Balancing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
4.7 User Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

5 Business Continuity and High Availability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

5.1 Interaction Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

6 Software Change Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

6.1 Transport and Change Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
6.2 Support Packages and SAP Notes Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
6.3 Release and Upgrade Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

7 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
7.1 Interaction Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Operations Guide for SAP S/4HANA for Customer Management

2 CUSTOMER Content
 E-Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Simplified ABAP Messaging (SAM). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
SAPphone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Mandatory SICF Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

8 Support Desk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

9 Industry-Specific Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

9.1 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25
Scenario: Service Processes for Utilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

A Appendix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
A.1 Related Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Operations Guide for SAP S/4HANA for Customer Management

Content CUSTOMER 3
1 Getting Started

Recommendation
This guide does not replace the daily operations handbook that we recommend customers create for their
specific production operations.

1.1 About This Guide

Introduction

SAP S/4HANA for customer management is an add-on for SAP S/4HANA. The solution helps you manage your
customer relationships and enables you to set up and run functions and processes for different areas, such as
service order processing and customer interaction.

SAP S/4HANA for customer management enhances the function portfolio already available in SAP S/4HANA and
is tightly integrated with SAP S/4HANA. For a comprehensive overview of the functions provided by SAP S/4HANA
for customer management, refer to the Feature Scope Description on SAP Help Portal.

Target Groups

● Technical consultants
● System administrators
● Solution consultants
● Business process owners
● Support specialists

About This Document

This guide provides a starting point for managing your SAP applications and maintaining and running them
efficiently. It contains specific information about various tasks and lists the tools that you can use to implement
them.

This guide also provides references to the documentation required for these tasks, especially to the
documentation of SAP S/4HANA for customer management and to the documentation of SAP S/4HANA on SAP
Help Portal. You will sometimes also need other guides for SAP S/4HANA for customer management, for example,
the Getting Started Guide, the Installation Guide, and the Security Guide

Operations Guide for SAP S/4HANA for Customer Management

4 CUSTOMER Getting Started
 Note
You always find the most up-to-date version of this guide on SAP Help Portal.

Licenses

For certain features, you may need a separate subscription license. Please contact your SAP Account Executive for
further information.

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Getting Started CUSTOMER 5
2 Technical System Landscape

For more information about the technical system landscape and the technical components needed for a specific
scenario, see the Getting Started Guide for SAP S/4HANA for customer management.

2.1 Related Documentation

The following table lists some sources of more information about the technical system landscape:

Content Location on SAP Help Portal

Technical Configuration Getting Started Guide

Application Security Guide Security Guide

Further Useful Links

The following table lists further useful links:

Content Location on SAP Help Portal

SAP Support Portal http://support.sap.com

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

SAP Software Distribution Center (Software download and or­ http://support.sap.com/swdc

dering of software)

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6 CUSTOMER Technical System Landscape
3 Monitoring of SAP S/4HANA for Customer
Management

SAP provides you with the infrastructure to help your technical support consultants and system administrators
effectively monitor your system landscape.

For more information about monitoring topics, search for Solution Monitoring in the relevant version of SAP S/
4HANA on SAP Help Portal.

For more information about industry-specific monitoring tasks and tools, see Industry-Specific Scenarios [page
25].

3.1 Alert Monitoring with CCMS

SAP S/4HANA for customer management is technically based on SAP NetWeaver Application Server, and reuses
SAP NetWeaver monitoring tools such as the Computing Center Management System (CCMS).

The following predefined component and scenario monitors are available for SAP S/4HANA for customer
management:

Component Monitors

Component monitor: Application Server ABAP

Component monitor: CAT Server

Component monitor: IC Web Client

Component monitor: Intelligence Connector

Scenario Monitoring Templates

The following scenario monitoring templates are available:

● Interaction Center monitor template

● Service monitor template

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3.1.1 CCMS Monitoring Installation and Setup

CCMS provides a flexible infrastructure, which permits the central monitoring of an entire landscape and reports
problems quickly and reliably. The architecture can be easily extended to include additional SAP and non-SAP
components.

3.1.2 Alert Monitoring of Components

You can use CCMS monitoring to monitor the following components:

● Application Server ABAP

● IC Web Client

To enable the auto-alert mechanism of CCMS, see SAP Note 617547 .

For more information about predefined monitors for the alert monitor, search for Monitoring in the CCMS in the
relevant version of SAP S/4HANA on SAP Help Portal.

3.1.2.1 Application Server ABAP

Use

This component is based on the SAP NetWeaver Application Server.

Note
CCMS integration is not available for the ABAP MapBox. However, there is an application logging mechanism,
which logs all errors and traces during processing in ABAP MapBox.

To activate application logging, maintain in table ISPCFG, for parameter CRM_MAPBOX, parameter value 2 and
enter X.

The monitor template for this component can be used for local monitoring. To monitor the component centrally,
create a monitor-set using the following monitor tree elements that are available for local monitoring:

● H7L\p246204_H7L_00\...\OperatingSystem\...
● H7L\p246204_H7L_00\...\DatabaseClient\...
● H7L\p246204_H7L_00\...\R3Service\...
● H7L\p246204_H7L_00\...\R3BasisSystem\...
● H7L\p246204_H7L_00\...\R3Abap
● H7L\p246204_H7L_00\...\R3Syslog
● H7L\p246204_H7L_00\...\Security
● H7L\p246204_H7L_00\...\InstanceAsTask
● H7L\p246204_H7L_00\...\Server Configuration

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● H7L\p246204_H7L_00\...\Web Service ABAP\...
● H7L\p246204_H7L_00\...\Web Dynpro ABAP

Note
Use the central monitoring system that is recommended for the SAP NetWeaver release on which your SAP S/
4HANA for customer management installation runs.

More Information

Search for Technical Operations for SAP NetWeaver in the relevant version of SAP S/4HANA on SAP Help Portal.

3.1.2.2 Interaction Center

SAPconnect

For more information, search for Alert Monitor for SAPconnect in the relevant version of SAP S/4HANA on SAP
Help Portal.

SAPphone

For more information, search for Alert Monitor for SAPphone in the relevant version of SAP S/4HANA on SAP Help
Portal.

3.1.3 Scenario Alert Monitoring

In addition to the required monitoring of each component, some other monitoring objects are designed to monitor
cross-component communications, and other scenario-specific critical situations.

Caution
A description is provided, only if specific alert monitoring for scenarios is available in addition to the standard
scenario monitors.

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The following standard scenario monitors are available:

Scenario Component Monitor

Service Application Server ABAP

Interaction Center Application Server ABAP

3.2 Detailed Monitoring and Tools for Problem and

Performance Analysis

3.2.1 Log Objects and Subobjects for Application Server ABAP

You can use transaction SLG1 to analyze object and subobject logs for ABAP based components. To see a
complete list of the logs available for SAP S/4HANA for customer management, enter CRM* in the Object field.

Log Objects and Subobjects

Object Object Text Grouping Subgrouping

CRM_ACE None Basic Functions None

CRM_BSP Blueprint Applications Basic Functions None

CRM_DATAARCHIVING Data Archiving Basic Functions None

CRM_DOCUMENT One Order Document Basic Functions None

CRM_EEWA None Basic Functions None

CRM_LOG None Basic Functions None

CRM_MPK Measuring Point Kernel Basic Functions None

CRM_UI_PFCG_ROLE UI PFCG Role Basic Functions None

CRMWST None Basic Functions None

CRMXIF External Interfaces Basic Functions None

CRM_IUDIT_ERRORLOG Bal Log object for Utilities DIT Industries Utilities

CRM_CLM Call List Management Interaction Center None

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 Object Object Text Grouping Subgrouping

CRM_IC_EVENT None Interaction Center None

CRM_SMF Service Management Frame­ Interaction Center None

work

CRM_BP_ASS Rule-Based Assignment of Master Data None

Employees Responsible

CRM_BUPA Business Partner Master Data None

CRM_BUPA_HIERARCHY Business Partner Hierarchy Master Data None

CRM_MDM_LOG None Master Data None

CRM_PRODUCT_MAINTAIN Maintain Product Master Data Master Data None

CRM_PRP Partner/Product Selections Master Data None

CRM_CAT Multilevel Categorization Service None

CRM_DWP Dispatchers Workplace Service None

CRM_MASS_CP None Service None

CRM_CC_PT None None None

3.2.2 Interaction Center Analysis Tools

3.2.2.1 E-Mail Response Management System

For SAPconnect alert monitor and trace, use transaction SCOT.

For workflow log and monitor, use transaction SWI1.

For trace information regarding individual e-mails, use the E-Mail Response Management System workbench. Sign
in to SAP S/4HANA for customer management and access the workbench in the Service Professional role
using either of the following steps:

● Choose Service Operations to navigate to the E-Mails Status: Overview page.

● Choose Service Operations to navigate to the E-Mail Workbench page.

To view the e-mail response trace, use transaction CRM_ERMS_LOGGING.

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3.2.2.2 Business Communication Broker and Integrated
Communication Interface (BCB/ICI)

Trace View

To view the BCB trace, use transaction CRM_ICI_TRACE.

Trace Level Adjustment

The default is OFF. You can increase the trace level on an individual user basis. To increase the trace level:

1. Choose System → User Profile → Own Data.

2. On the Parameters tab page, enter CRM_ICI_TRACELEVEL as the parameter ID and XXX as the parameter
value.
3. Save.

3.2.2.3 Call List Log

You can access the call list log using transaction SLG1and object CRM_CLM.

3.2.2.4 Business Workplace

The e-mail inbox uses business workplace functions. For more information, search for Business Workplace (BC-
SRV-GBT) in the relevant version of SAP S/4HANA on SAP Help Portal.

3.2.2.5 SAPphone

For more information about SAPphone, search for SAPphone (BC-SRV-COM-TEL) in the relevant version of SAP S/
4HANA on SAP Help Portal.

3.2.2.6 SAP Business Workflow

To view the SAP Business Workflow log, use transaction SWDP.

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3.2.2.7 Data Archiving Monitor

For more information, search for Data Archiving Monitor in the relevant version of SAP S/4HANA on SAP Help
Portal.

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4 Management of SAP S/4HANA for
Customer Management

SAP provides you with infrastructure to help your technical support consultants and system administrators
effectively manage all SAP components and complete all tasks related to technical administration and operation.

For more information about the underlying technology, search for Technical Operations for SAP NetWeaver in the
relevant version of SAP S/4HANA on SAP Help Portal.

For more information about industry-specific technical administration tasks and tools, see Industry-Specific
Solutions [page 25].

4.1 Administration Tools of Software Components

For more information about the underlying technology, search for Technical Operations for SAP NetWeaver in the
relevant version of SAP S/4HANA on SAP Help Portal.

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4.1.1 Interaction Center

Transaction/Tool Description Requirements

E-Mail Response Management System Maintain mail forms: RFC loopback node is set up using SAP­
(ERMS) administration connect, and inbound distribution is
● Sign in to SAP S/4HANA for cus­
specified under SAP Business Workflow
tomer management using business
role Service Professional.
● Choose Service Operations to navi­
gate to the Mail Forms page.

Maintain rule policies:

● Sign in to SAP S/4HANA for cus­

tomer management using business
role Service Professional.
● Choose Service Operations to navi­
gate to the Rule Policies page.

Maintain categorization schemas:

● Sign in to SAP S/4HANA for cus­

tomer management using business
role Service Professional.
● Choose Home to navigate to the
Categorization Schemas page.

SAPconnect SAPconnect administration required for None

ERMS
(transaction SCOT)

SAP Business Workflow Inbound distribution specified for ERMS None

(transaction SO28)

4.2 Starting and Stopping

For more information, search for Starting and Stopping SAP Systems in the relevant version of SAP S/4HANA on
SAP Help Portal.

4.3 Backup/Restore and Recovery

You must back up your system landscape regularly to ensure that you can restore and recover it should a
malfunction occur.

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The backup and restore concept for your system landscape should not only consider SAP systems. It should be
embedded in the overall business requirements and take into account the whole process flow in your company.

In addition, the backup and restore strategy must cover disaster recovery processes, such as the loss of a data
center through fire. It is most important in this context that you ensure that backup devices are not lost together
with normal data storage (separation of storage locations).

The following table lists further documentation on the topic of backup and recovery:

Topic Details / Link

SAP NetWeaver technical operations information Search for the following in the relevant version of SAP S/
4HANA on SAP Help Portal:

● Technical Operations for SAP NetWeaver

● Backup and Recovery

SAP HANA database backup and recovery Refer to the SAP HANA Administration Guide in the relevant
version of SAP HANA on SAP Help Portal

4.3.1 Interaction Center - Communication Channels

Recovery of Interaction Center (IC) communications channels is necessary if the application terminates due to
hardware failure, software failure or power outage. Recovery is also required if an IC agent closes the application
but there are still active phone calls or chats.

Recovery path:

1. Identify active connections using ICI

2. Determine connection IDs as well as their status and type.
3. Find associated business partner (manual identification)

The screen can be determined and accessed using either the index or navigation bar entry.

4.4 System Copy

4.4.1 Interaction Center

The following configuration needs to be revisited after the system copy:

● Computer Telephony Integration (CTI)

Adjust the RFC configuration for CTI (ICI or SAPphone) according to the new system landscape:
○ ICI
After setting up the connection to the communication software in transaction SM59, assign the newly
configured RFC destination to your communication management software system ID in transaction
CRMM_BCB_ADM.

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 ○ SAPphone
After setting up the connection to the communication software in transaction SM59, create a telephony
server with the newly created RFC destination in transaction SPHB.
For more information about configuring communication management software, see SAP Solution
Manager.
● Transaction Launcher
○ Adjust the logical systems and URLs for the transaction launcher in the new system and configure
transaction launcher in Customizing for customer management, under Interaction Center WebClient
Basic Functions Transaction Launcher Configure Transaction Launcher (Wizard) .

4.5 Periodic Tasks

You should run all jobs, unless otherwise specified, at times of very low system activity, so as not to affect
performance or otherwise disrupt your daily operations. All jobs, unless otherwise specified, can be restarted.

4.5.1 Scheduled Periodic Tasks

4.5.1.1 Interaction Center

Program / Task Recommended Frequency Description

Upload interaction statistics Daily Report used to upload statistics data

from the communication system (for ex­
(transaction CRM_CIC_CTI_LOAD)
ample, CTI server).

Compile knowledge bases Not less than 5 min You set the frequency in the Indexes ap­
plication. You can set the frequency indi­
(BSP application CRM_EI_CMP_ADMN)
vidually for different knowledge bases.

This is an administrative background job.

It does not influence system availability,
but does influence data availability.

If, for some reason, the job does not exe­

cute, run a full compilation.

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4.5.2 Required Manual Periodic Tasks

4.5.2.1 Interaction Center

Task or Transaction Description Recommended Frequency

Delete Reporting Data Removes e-mails from the system. To Daily

ensure that non processed items remain
(CRMD_ERMS_DEL_RDATA)
in the system, be sure to select Extracted
Data Only.

Compilation None If regular delta compilation is scheduled

in the Indexes application, no manual
task is required.

This task does not influence system

availability, but does influence data avail­
ability.

4.6 Logon and Load Balancing

For more information, search for Load Balancing in the relevant version of SAP S/4HANA on SAP Help Portal.

4.7 User Management

SAP S/4HANA for customer management uses the standard functionality of SAP NetWeaver for user
management. For more information, search for User Management in the relevant version of SAP S/4HANA on SAP
Help Portal.

Further User Management Tools

Tool Detailed Description

Transaction PPOCW Create organization and staffing

Transaction PPOMW Change organization and staffing

User maintenance SAP NetWeaver AS user management

(transaction SU01)

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 Tool Detailed Description

Profile generator Create roles and assign authorizations to users in ABAP-based

systems
(transaction PFCG)

User

User Detailed Description Single Sign-On

SU01 user You require a user with the privileges to No

administrate users.

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5 Business Continuity and High Availability

For more information, search for Technical Operations for SAP NetWeaver in the relevant version of SAP S/4HANA
on SAP Help Portal.

5.1 Interaction Center

The connection to third-party CTI vendors uses XML/SOAP. High availability and failover concepts for this
component have to be discussed with the corresponding CTI vendor. Depending on the capabilities of the third-
party product, the CTI component might be a single point of failure (SPOF).

When a heartbeat profile is used, the system checks for continued communication between the application server
session, the communication management software (CMS), and the web browser. If this communication is
disrupted beyond a given timeframe, the system will log the user off the CMS.

You can configure the heartbeat profile in Customizing for customer management under Interaction Center
WebClient Basic Functions Communication Channels Define Heartbeat Profile.

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20 CUSTOMER Business Continuity and High Availability
6 Software Change Management

Software Change Management standardizes and automates software distribution, maintenance, and testing
procedures for complex software landscapes and multiple software development platforms. These functions
support your project teams, development teams, and application support teams.

The goal of software change management is to establish consistent, solution-wide change management that
allows for specific maintenance procedures, global rollouts (including localizations), and open integration with
third-party products.

6.1 Transport and Change Management

For transport and change management issues, the procedures of SAP NetWeaver apply. SAP NetWeaver includes
the Change and Transport System (CTS) which is a tool that helps you organize development projects in the ABAP
Workbench and in Customizing, and then transport the changes between the SAP systems in your system
landscape.

For more information, search for Change and Transport System in the relevant version of SAP S/4HANA on SAP
Help Portal.

6.2 Support Packages and SAP Notes Implementation

For an overview of which Support Packages are available and which releases and support packages of the used
components should be installed, see SAP Support Package Stacks on SAP Support Portal. The SP stacks give
you an overview of the versions of the different components that are required for each Support Package.

6.3 Release and Upgrade Management

Corrections for SAP S/4HANA for customer management are available in support packages.

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Software Change Management CUSTOMER 21
7 Troubleshooting

7.1 Interaction Center

7.1.1 E-Mail

Technically, e-mail can be handled in SAP S/4HANA for customer management in the following ways:

● Agent inbox
To use the agent inbox, complete the following steps:
○ In Customizing for customer management, choose Interaction Center WebClient Basic Functions
Communication Channels Define E-Mail Profiles .
Enter the profile ID and choose INBOX as the e-mail provider.
○ Configure the agent inbox in Customizing for customer management under Interaction Center
WebClient Agent Inbox .
○ Make sure that SAPconnect and SAPoffice are set up correctly.
● Integrated Communication Interface (ICI) / Business Communication Broker (BCB)

To use ICI/BCB, go to Customizing for customer management and choose Interaction Center WebClient Basic
Functions Communication Channels Define E-Mail Profiles .

Enter the profile ID and choose ICI as the e-mail provider. To troubleshoot the ICI, see Monitoring of SAP S/4HANA
for Customer Management [page 7].

For more information, search for Integrated Communication Interface in the relevant version of SAP S/4HANA for
customer management on SAP Help Portal.

7.1.2 Simplified ABAP Messaging (SAM)

For more information about troubleshooting, see SAP Note 828884 .

7.1.3 SAPphone

For more information, search for SAPphone (BC-SRV-COM-TEL) in the relevant version of SAP S/4HANA on SAP
Help Portal.

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22 CUSTOMER Troubleshooting
7.1.4 Mandatory SICF Services

For more information about the SICF services that are required for IC WebClient, see SAP Note 1295006 .

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Troubleshooting CUSTOMER 23
8 Support Desk

Support Desk Management enables you to set up an efficient internal support desk for your support organization
that seamlessly integrates your end users, internal support employees, partners, and SAP support specialists with
an efficient problem resolution procedure.

For support desk management, you need the methodology, management procedures, and tools infrastructure to
run your internal support organization efficiently. SAP S/4HANA for customer management uses the standard
SAP NetWeaver read-only access support roles.

For more information about remote support setup, see the Getting Started guide for SAP S/4HANA for customer
management on the product page.

For more information about the standard SAP NetWeaver read-only access support roles, search for Setting Up
Service Connections for SAP Remote Support in the relevant version of SAP S/4HANA on SAP Help Portal.

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24 CUSTOMER Support Desk
9 Industry-Specific Scenarios

This section describes scenario-specific details for industry scenarios.

9.1 Troubleshooting

9.1.1 Scenario: Service Processes for Utilities

In SAP for Utilities (SAP IS-U), you can search for business partners using a combination of name and premise
address if one of the following Customizing parameters is switched on:

● Parameter Adjust standard address of move-in customer (In Customizing for SAP for Utilities, under
Customer Service Process Execution Move-In/Out Move-In Define Move-In Control Parameters at
Document Level ).
If this parameter is switched on, the search is possible using the business partner address fields.
● Parameter Search index: Search for business partner by premise address (In Customizing for SAP for Utilities,
under SAP Utilities Basic Settings/Enterprise Structure Define System Parameters for IS-U ).
If this parameter is switched on, the search is possible using the premise/connection object address fields.

If only the first parameter is switched on and the search performance is not satisfactory, the second parameter
should be switched on, too.

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Industry-Specific Scenarios CUSTOMER 25
A Appendix

A.1 Related Information

For more information about SAP S/4HANA for customer management, see the relevant documentation on the
product page.

For more information about system administration and maintenance of SAP NetWeaver, search for Technical
Operations for SAP NetWeaver in the relevant version of SAP S/4HANA on SAP Help Portal.

Operations Guide for SAP S/4HANA for Customer Management

26 CUSTOMER Appendix
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Operations Guide for SAP S/4HANA for Customer Management

Important Disclaimers and Legal Information CUSTOMER 27
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