SM 4.0 - which resource to start...

[Former Member]

Hi!

We are using SM 3.2 mainly for service desk purposes in our company. So I'm mainly comfortable with the service part (support messages, sla contracts, sla times...)

We are now planing to install the 4.0 version, because we need to do same enhancements. I know that SM 3.0 is using service part of CRM 3.1 and that SM 4.0 is using service part of CRM 4.0. So I expect to gain more value of 4.0 version, especially for the service desk scenarios (web client...)

Now I have a few questions.

Best Practices:

- are there any for SM 4.0?

- is it possible to apply BP of CRM 4.0 (service part)?

Customizing documentation:

- should I start from CRM 4.0 books (sappress)

- or from BP documentation from CRM 4.0

- or from some BP documentation for SM 4.0

- certification documentation for CRM (CR100, 200, 300...)

- or from learning maps?

Please guide me;)

thx...

Message was edited by:

Borut Glavina

[raguraman_c · Accepted solution]

Hi,

Check <a href="https://websmp205.sap-ag.de/~sapidb/011000358700006932572005E.sim">here</a>, best practice. Also check this <a href="https://websmp205.sap-ag.de/solutionmanagerbp">link</a>.

You cannot apply BP for CRM into your SOLMAN.

This should solve your problem.

Feel free to revert back.

--Ragu

[Former Member · Accepted solution]

Is the training material for CRM 4.0 of any value in this case?

Thanks

[Former Member · Accepted solution]

No one knows?

No one implemented the Service Desk scenario in SM 4?

I'm currently trying to do it following CRM BP documentation...

[Former Member]

I'd like to download the "service desk" scenario (incident management, problem management), which is probably covered by best practices, but I can't find it.

Can someone guide me please?