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Procedure documentationSetting Up the Accelerated Inbox Search

Prerequisites

You are using SAP HANA as your primary or secondary database.

You have activated the business functions IC Inbox Extensions (CRM_IC_INBOX) and IC Inbox Extensions and Acceleration (CRM_IC_INBOX_ACC).

Procedure

  1. Install the add-on SAP HANA CRM IC INBOX ACC.

    The add-on contains the SAP HANA content for the accelerated inbox search. For more information, see SAP Note 1810530Information published on SAP site.

  2. Upload the relevant business transaction data to the business transaction table for the accelerated inbox search.

    You do this in the SAP GUI, on the SAP Easy Access screen under Start of the navigation path Interaction Center Next navigation step Interaction Center WebClient Next navigation step Administration Next navigation step Agent Inbox Next navigation step Load Business Transaction Data for Accelerated Search End of the navigation path .

    For more information, see Business Transaction Table for Accelerated Search.

  3. If you are not using SAP HANA as your primary database, set up the data replication (initial load and delta replication) from the SAP CRM system to the relevant schema in the SAP HANA system, for the relevant database tables for the inbox item types that you want to include in the inbox acceleration profiles.

    In the case of the delivered SAP HANA content for the accelerated inbox search, replicate the following database tables to the relevant schema in the SAP HANA system (the SAP HANA content delivered for the accelerated inbox search has been modeled using the schema SAP_CRM):

    • Database tables for Inbox Item: OneOrder:

      • CRMD_AUI_BTIDX

      • CRMC_AUI_MAP_PRI

    • Database tables for Inbox Item: Workitem - Inbound Email, Fax and Letter:

      • SWWWIHEAD

      • SWWWIDEADL

      • SWWUSERWI

      • CRMC_AUI_MAP_PRI

      • CRMC_AUI_MAP_STA

    • Database tables for Inbox Item: Case:

      • SCMG_T_CASE_ATTR

      • CRMD_CASE_INDEX

      • CRMD_CMG_CASE_AT

      • /CRMS/C_PARTNER

      • CRMC_AUI_PARTNER

      • CRMC_AUI_MAP_PRI

      • CRMC_AUI_MAP_STA

  4. If required, define schema mapping in the SAP HANA system.

    The SAP HANA content delivered for the accelerated inbox search has been modeled using the schema SAP_CRM. If you want to use a schema with a different name for the SAP HANA content delivered, set up a schema mapping with SAP_CRM as the Authoring Schema and your schema as the Physical Schema.

  5. Upload and activate the SAP HANA content for the accelerated inbox search.

  6. Set up the following authorizations in the SAP HANA system to enable data selection in the inbox and in the Inbox Work Distribution dashboard:

    • Authorizations for the user SYSTEM

      Assign the SQL Privilege for the relevant schema (for example, for the schema SAP_CRM) by choosing the privilege SELECT with Grantable to others = Yes.

    • Authorizations for the schema user for the relevant schema (for example, the schema user SAP_CRM for the schema SAP_CRM)

      Assign the SQL Privilege for the schema _SYS_BIC by choosing the privilege SELECT with Grantable to others = No.

      Assign the Analytic Privilege for the schema _SYS_BI_CP_ALL.

  7. Use the transaction DBCO to define a secondary database connection between the SAP CRM system and the SAP HANA system.

    You must define this connection using a HANA schema user with the appropriate authorizations in the SAP HANA system used to access the SAP HANA content for the accelerated inbox search.

    Note that if you are using SAP HANA as your primary database, this step is optional.

  8. Define the required inbox acceleration profiles to establish a connection between the SAP CRM system and the relevant SAP HANA content in the SAP HANA system.

    You do this in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Agent Inbox Next navigation step Define Inbox Acceleration Profiles End of the navigation path.

More Information

For installation, development, and system administration information about the SAP HANA appliance software, see SAP Library on SAP Help Portal at http://help.sap.com/hana_applianceInformation published on SAP site.