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Function documentationShared Services Framework


The Shared Services Framework enables you to use the interaction center (IC) to efficiently approach interactive and reactive business processes to reduce costs and increase quality in your shared services center. To create a shared services center, the IC service processes are integrated with the particular SAP process requiring shared services.

The following shared services center scenarios are available for the IC:


In the Customizing of SAP CRM, you have performed the necessary settings for system measurement. The system requires these settings in order to calculate SAP license fees for shares services. The corresponding Customizing activity is found under Start of the navigation path Interaction Center WebClient Next navigation step Shared Services Framework Next navigation step General Settings Next navigation step Assign Transaction Type to Price List Unit End of the navigation path. These settings must be completed before you execute the program for system measurement.

To use the full range of functions, you need to have activated - in addition to the business function Multifunctional Shared Service Interaction Center (CRM_SHSVC) in the CRM system - the following business functions in the ERP system, depending on your requirements:

  • FI, Enablement for Financial Shared Services (FIN_SSC_AIC_1)

  • FSCM, Enablement for Financial Shared Services (FIN_FSCM_SSC_AIC_1)

  • Travel Management, Enablement for Shared Services (FIN_SSC_TIC_1)

  • HCM, Integration with Shared Services Interaction Center (HCM_SSC_EIC_1)

  • Internal Self-Services, Enablement for Fin. Shared Services (FIN_SSC_ISS_1)

  • SAP Biller Direct Buy Side 2 (FIN_FSCM_BD_3)