SAP TechEd ‘03 Las Vegas

Electronic Records
and Cases
SAP Records Management

Joachim Becker
Product Manager, SAP AG

Learning Objectives

As a result of this presentation, you will

know:
„ What SAP Records Management is used for
„ Electronic records and cases
„ How business process can be tracked with electronic
records
„ How business processes can be optimized using Workflow
„ Application solutions based on SAP Records Management

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 2

© 2003 SAP Labs, LLC Session ID, Speaker 1

 SAP TechEd ‘03 Las Vegas

Agenda

Motivation

What is SAP Records Management?

SAP Records Management in Detail

„ Records Management
„ Document Management
„ Process Management

Application Solutions
„ mySAP Financials – Dispute Management
„ mySAP CRM – Case Management

News

Summary

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 3

General Statements About Electronic Records

“It has already happened in hospitals that

operations needed to be postponed, because
patient files could not be found.”*

Franz Jobst, Head of IT,

University Hospital of Ulm, Germany

*Information Week online;

No 20 from August 24, 2000

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 4

© 2003 SAP Labs, LLC Session ID, Speaker 2

 SAP TechEd ‘03 Las Vegas

General Statements Electronic Records

„… according to a study of Gartner

Group it is not surprising, that search
for records that have been filed in the
wrong way or lost can make up to 12-
15 percent of a company‘s yearly
turnover. And even more: an average
manager spends four weeks a year
waiting on documents …”*

*ADP Employee Service

„Elektronische Archivierung ab 2002 Unternehmenspflicht
Fiskus als Wegbereiter der elektronischen Archivierung?“
Frankfurt, August 15, 2001

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 5

Strengths of IT based process management

Fast access to information

„ Improve efficiency for your workplace
„ Shorter time of handling a case

Fast coordination and approval processes

„ Save costs

Reduce time for retrieval

„ Improve efficiency of your workplace

Reduce costs for office materials

„ Save costs

No redundancy when registering and storing information

„ Efficient usage of (system and human) ressources

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 6

© 2003 SAP Labs, LLC Session ID, Speaker 3

 SAP TechEd ‘03 Las Vegas

What is SAP
Records
Management

What is Records Management?

Records Management replaces

paper records by electronic
records (files).

Electronic records consist of

business documents and
business objects. Content of
records is structured and stored
securely.
Electronic records allow
intelligent organisation of
process-oriented information.
This improves intelligibility of
business process.
SAP Records Management keeps
track of your business
processes.

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 8

© 2003 SAP Labs, LLC Session ID, Speaker 4

 SAP TechEd ‘03 Las Vegas

Typical application scenarios …

„ Personnel records
„ Customer records
„ Project records
„ Contract records
„ Dunning records
„ Patient file
„ …

This generic approach allows

solutions in combination with
every application for every
industry ...

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 9

Example: Personnel Record in Companies

Application HR General
Administra- Correspon-
ArchiveLink tion Objects dence
Document:
Letter HR Info Type: Document:
Address Pay increase
ArchiveLink
Document: HR Info Type: Document:
CV Main Bank Reminder
Details
ArchiveLink
Document: HR Info Type:
Resume Basic Contract
ArchiveLink HR Info Type:
Document: Org.
Employer Assignment
Reference
Content of a
Personnel Record

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 10

© 2003 SAP Labs, LLC Session ID, Speaker 5

 SAP TechEd ‘03 Las Vegas

Example: Personnel Record

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 11

SAP Records Management as a Product

SAP Records Management is SAP Records Management

a product that includes
Open Infrastructure: Service Provider Framework

Business Information Integration

„ Records Management
„ Case Management (Service Records
Case Management
Management
Request, Dispute)
„ Circulars
Business Process Integration
„ WebFlow and ad-hoc workflow Ad-hoc
WebFlow
processing (Process Route) Workflow Path

„ Service Provider Framework Document Management

(Open Infrastructure)
ArchiveLink Document Finder
„ ArchiveLink, Document Finder,
Knowledge Provider EP-KM
Knowledge Provider (Kpro) DB and OS Abstraction

„ SAP Content Server and SAP

Cache Server, TREX (full text
search engine)
SAP Content SAP Cache TREX
Server Server

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 12

© 2003 SAP Labs, LLC Session ID, Speaker 6

 SAP TechEd ‘03 Las Vegas

SAP Records Management as a toolbox

SAP Records Management

includes different tools that help
you to easily set up a customer
solution. The tools are designed to
solve problems in the following
areas:

„ Document Management

„ Workflow Management

„ (Cross-System) integration of
documents and applications

SAP Records Management offers a

set of business services that help
you to manage your business
processes.

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 13

What is SAP Records Management?

Keeping track of business processes with

SAP Records Management
The component SAP Records Management is a universally suitable application
for the management of electronic records. It can be used to enhance any SAP
application by the addition of document management functions. Records
Management provides an integrated and structured overview of any set of
SAP business objects and documents, even if these are distributed across
different systems. The open architecture of Records Management facilitates
seamless integration of any third-party systems into electronic records.
Records Management can be used to model any form of content relationships.
Typically, all information, application objects, and documents for a business
process are combined and displayed in one structured view. For example, a
record for the current account of a bank whose business partners are stored
centrally in SAP system A, whose account management is based in system B,
and for which the corresponding documents are stored in a central archive
system. Further examples could be customer records, personnel records,
or project records.
The main advantage for clerks is faster retrieval and processing of
transactions. WebFlow integration enables you to model, automate, and
optimize your business processes, thus reducing process turnover
time. Records Management improves the quality of information and decision-
making, and improves business process transparency by providing access to
all information sources.

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 14

© 2003 SAP Labs, LLC Session ID, Speaker 7

 SAP TechEd ‘03 Las Vegas

System Landscape with SAP Records Management

SAP Web AS 6.20

as central
records and
document
management
server

SAP R/3 SAP Web AS 6.20 Content

Release 4.6C Server

SAP Records
Management as
an integral part of
your SAP system
e.g. SAP R/3
Enterprise 4.7
SAP R/3 Content
Enterprise 4.7 Server

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 15

Roadmap: SAP Records Management

Q3 / 2002
2.0
Pilots only
2.4
1.0 1.2

Q1 / 2002

Releases of SAP Records Management depend on releases of the SAP Web

Application Server
„ SAP Records Management 1.0 >> SAP Web AS 6.10
„ SAP Records Management 1.2 >> SAP Web AS 6.10 + AddOn
or SAP Web AS 6.20
„ SAP Records Management 2.0 >> SAP Web AS 6.20 Service Pack 9
„ SAP Records Management 2.4 >> SAP Web AS 6.40

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 16

© 2003 SAP Labs, LLC Session ID, Speaker 8

 SAP TechEd ‘03 Las Vegas

Why use SAP Records Management?

„ The scope of functionality of SAP Records Management is much

broader than that of a conventional Document Management System
(DMS), Archive or Content Management System.
„ Real (tight) integration means that all information related to a customer-
specific business process are accessed, managed and stored directly
from the leading business application.
„ Electronic Records include not only documents (edited, scanned) but
data records and data relating to the workflow of customer-specific
business processes.
„ To run efficient businees central business processes need to be
standardized and automated.
„ Therefore SAP Records Management as an integration platform offers a
wide range of separate functions to cover all the different requirements.
„ In nearly all customer projects it is necessary to integrate existing
partial solutions (e.g. 3rd party products or customer implementation).
Î SAP Records Management is the ideal integration platform to solve all
these tasks

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 17

Records Management
in Detail

© 2003 SAP Labs, LLC Session ID, Speaker 9

 SAP TechEd ‘03 Las Vegas

Typical Content of Electronic Records

Fax und E-Mail
business objects data records /
scanned
documents
applications
documents
material
customer

archived documents bill

e.g. outgoing documents
master data

typical
content

notes
transactions

reports
desktop
documents

web content Prozess

Information
processes
 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 19

Records Organizer

Role-Based View

Favorites

Resubmission

Create / Check In of
information

Search for Records,

Documents, ...

Access to last used

information objects
(elements) ...

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 20

© 2003 SAP Labs, LLC Session ID, Speaker 10

 SAP TechEd ‘03 Las Vegas

Records Browser

Display, Create and

Change information
objects (elements)

Display record as a list

… or hierarchically
structured

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 21

Documents within Records

Create versions

Send documents

Edit attributes

Check In / Edit
local documents

Use all the advan-

tages of the
document
management
infrastructure

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 22

© 2003 SAP Labs, LLC Session ID, Speaker 11

 SAP TechEd ‘03 Las Vegas

Document Templates

Use Templates to
create documents

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 23

Display Archived Documents (ArchiveLink)

Zoom In, Navigate,

Rotate, …

Stamp

Unchangeable Note

Redlining

Send document

Create link to
business object

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 24

© 2003 SAP Labs, LLC Session ID, Speaker 12

 SAP TechEd ‘03 Las Vegas

Display a Business Object Within the Record

Info type Personal Data

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 25

SAP Records Management: Document Management

„ SAP Records Management makes use of the proven document

management infrastructure included in SAP NetWeaverTM
„ ArchiveLink / SAP HTTP Content Management Service offers a standard
interface for external archiving systems (optical archiving)
„ ArchiveLink manages typical document processes including scanning
and storing outgoing documents (print, fax, e-mail, ...)
„ The Document Viewer allows to view various document formats like
TIFF, PDF, JPG, … and offers annotations, redlining etc.
„ The Document Finder allows efficient document retrieval
„ TREX offers full-text search
„ The Knowledge Provider (KPro) manages versioning, handling of
attributes, …
„ The SAP Content Server can be used as a cheap alternative to store
documents
„ The SAP Cache Server minimizes net-traffic when working with
distributed locations
Î SAP Records Management offers a proven Document Management
Platform
 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 26

© 2003 SAP Labs, LLC Session ID, Speaker 13

 SAP TechEd ‘03 Las Vegas

Integrated Document Viewer

Stamp

Accepted
JB 2003-08-27

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 27

SAP Content Server 6.30

Up to now the SAP Content
Server was available only on
Windows Platforms
ƒ Documents are stored
physically on the SAP DB
ƒ Communication between SAP
Web Application Server and
SAP Content Server via HTTP

A new version of the SAP

HTTP Content Server will be
available soon: SAP Content
Server 6.30
ƒ Support for UNIX
ƒ Based on Apache Web Server
(for the UNIX version)
ƒ Document Storage: SAP DB
and File System

See SAP note # 622509 for

availability.
 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 28

© 2003 SAP Labs, LLC Session ID, Speaker 14

 SAP TechEd ‘03 Las Vegas

Electronic Records and Process Management

Integrate process knowledge into records:

WebFlow information
WebFlow
information

All related business information (related

documents, status, time periods, contacts …)
for the process is available in the record once
a user starts a workflow from the record.

An “ad hoc” workflow (circular) is part of the

standard solution

Records can be managed starting from WebFlow

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 29

Circular (Disposition)

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 30

© 2003 SAP Labs, LLC Session ID, Speaker 15

 SAP TechEd ‘03 Las Vegas

Ad-hoc Workflow: Process Route

Next agent can be

inserted sequentially or
in parallel

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 31

Application
Solutions

© 2003 SAP Labs, LLC Session ID, Speaker 16

 SAP TechEd ‘03 Las Vegas

SAP Records Management: Application Solutions

SAP does not only offer a toolbox, SAP also offers

preconfigured application components based on SAP
Records Management:
„ SAP Public Sector Records Management
„ mySAP Financials: Dispute Management
„ mySAP CRM: Case Management
„ ...

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 33

Financial Supply Chain Management - Definition

The logistical supply chain has been optimized

Î For example:
Simultaneous engineering,
precise timing of deliveries
(Just in Time)

Financial processes have not been affected by this

optimization
Î For example:

Payment, Invoice Processing

Considerable potential for optimization

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 34

© 2003 SAP Labs, LLC Session ID, Speaker 17

 SAP TechEd ‘03 Las Vegas

Is Your Financial Supply Chain Inefficient?

Do you have...
„ High DSO (Days Sales Outstanding)
„ High number of paper invoices
„ High cost of invoicing and reconciliation (resources, time, etc.)
„ High percentage of disputed invoices
„ High number of days to reconcile a disputed invoice
„ Large amount of uncollectible receivables
„ Processes and systems not integrated with business partners
„ Difficulty in predicting cash flow

se e !
ea at
Pl stig
v e
In

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 35

How Does SAP Dispute Management Help?

SAP Dispute Management controls and streamlines the dispute

case process.

As a central component for handling dispute cases, SAP Dispute

Management enables cross-department resolution of dispute
cases.

SAP Dispute Management is integrated in both financial and

logistical processes.

SAP Dispute Management organizes and stores all information

and documents related to a dispute case.

SAP Dispute Management includes sophisticated reporting:

‹ Detect quality issues
‹ Control workload
‹ Track dispute processes

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 36

© 2003 SAP Labs, LLC Session ID, Speaker 18

 SAP TechEd ‘03 Las Vegas

What does Process Integration mean?

Offer dispute management functionality in financial processes

Simplify entry of dispute cases
Facilitate and accelerate daily work of accountants
Enter dispute cases where they arise
No time delay between discovering disputes and opening
dispute cases
Automatic update of dispute cases by financial transactions
Up-to-date information available for disputed item
No additional manual effort
Central view of dispute case

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 37

Integration in Financials Processes

SAP Dispute Management is integrated in those financial

processes of mySAP Financials Accounts Receivable where
disputed invoices typically become visible:

„ Post incoming payments

„ Display line item list

„ Clear account

„ Bank statement postprocessing

The system automatically copies amounts from FI document to

the dispute case and links corresponding documents.

Furthermore, you can create dispute cases for the initial action of
the customer, for example, a phone call, in the Case Management
Organizer. Open items can be added later on.
System Integration

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 38

© 2003 SAP Labs, LLC Session ID, Speaker 19

 SAP TechEd ‘03 Las Vegas

Case Management in mySAP CRM

Process case
Create case
Create case hierarchy

22

11 33
Perform
Create service
analysis of
confirmation
case

44
77 Perform billing Close case

55
66

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 39

Business Scenario (1)

The contact center agent processes several business

11 transactions relating to a common issue. An alert tells the
agent to create a case to manage all the information
together. The case is assigned to a case processor.

The case processor reviews the case history and assigns a

22 team of people to work on the case by creating activities to
be fulfilled by the team. Additionally, a case note is added
instructing the team to link all electronic forms to the case.
A security level of confidentiality is assigned to the case.

While reviewing the case log, the case processor identifies

33 another case related to the current case and links this case
to the current case as a sub-case.

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 40

© 2003 SAP Labs, LLC Session ID, Speaker 20

 SAP TechEd ‘03 Las Vegas

Business Scenario (2)

The case processor creates a service confirmation to enter

44 time and expenses associated with the case.

The case processor closes the case after having ensured

55 that all activities, linked business transactions, and sub-
cases have been processed and closed.

66 Billing of time and expenses for the case.

Using predefined queries and reports, the service manager

77 performs case analyses to maintain visibility of case
processes within his or her reach of responsibility.

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 41

Case Management – Features

Registration, management, and analysis

of common information enabled by:
„ Powerful case search
„ Activity management
„ Transaction management
„ Business partner management
„ E-mail integration
„ Notes log
„ Document management
„ Linked products
„ Case hierarchy
„ Change tracking
„ Authorizations
„ Case-specific analytical information
„ Alerts
„ Scripting

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 42

© 2003 SAP Labs, LLC Session ID, Speaker 21

 SAP TechEd ‘03 Las Vegas

Case Management (CRM)

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 43

News and Summary

© 2003 SAP Labs, LLC Session ID, Speaker 22

 SAP TechEd ‘03 Las Vegas

Analysts‘ Estimate, January 2003

„Records management as a discipline

covers the whole range of records,
from paper files, objects, letters and
deeds, through to electronic records such as
Microsoft Word files, engineering drawings and e-
mails.“

„The records management software market remains

small in comparison to the wider CM market, although
it has the potential for growth over the coming years,
as organisations address the issues of accountability.“

From: „Records Management: Rebirth of the dinosaur“,

Ovum Software Evaluation Service, 28 January 2003
 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 45

DOMEA Certification, March 2003

SAP Receives DOMEA Certification

Walldorf, 03.10.2003. „In February 2003, mySAP Public Sector

Records Management received the DOMEA certification from
the Koordinierungs- und Beratungsstelle der Bundesregierung
für Informationstechnik in der Bundesverwaltung (KBSt; IT
coordination and consulting organization for the central
government (ministries) in Germany).

The KBSt advises the ministries in Germany on how to make

best use of IT in the administration.
The main purpose of the DOMEA-concept - a concept for
paperless office - is to establish a framework for the
introduction of electronic records into government agencies.
[]“

SAP Germany, press release, March 10, 2003

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 46

© 2003 SAP Labs, LLC Session ID, Speaker 23

 SAP TechEd ‘03 Las Vegas

German Federal Court, May 2003

SAP Takes on E-Government Project for

German Federal Court

Walldorf, 05.15.2003. „The German Federal Court

(Bundesgerichtshof, BGH) in Karlsruhe, Germany, has
commissioned SAP to run a project for the electronic
management of legal processes. Following a widespread
invitation for tenders, the BGH has decided on the DOMEA1-
certified SAP solution SAP for Public Sector, which is
specifically designed for transaction processing in government
agencies.

The BGH will implement the SAP solution together with

document management, workflow management, and the
requisite electronic signature procedure. []“

SAP Germany, press release, May 15, 2003

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 47

Business Workflow Ranked #1, July 2003

SAP Business Workflow ranked #1

The German University "Technische Universität Hamburg-

Harburg" tested 18 workflow systems on their capabilities for
Controlling. As a result of this study Business Workflow
achieved first place in the ranking.

Read more in the article of the German magazine

Computerwoche: www.computerwoche.de

Computerwoche, July 17, 2003

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 48

© 2003 SAP Labs, LLC Session ID, Speaker 24

 SAP TechEd ‘03 Las Vegas

Summary

SAP Records Management includes tools for records

management, document management and process management

Records Management replaces paper records (files)

with electronic records (files)

SAP Records Management offers an integration platform:

electronic records include electronic documents and data records
(business objects, applications)

Automate your core processes with Business Workflow /

Webflow. SAP Records Management offers additional Ad-hoc
Workflow tools

SAP Records Management relies on an open infrastructure

allowing extensions and integration of 3rd party applications

Records Management / Case Management is included in various

preconfigured application solutions

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 49

SAP Records Management - Value Proposition

Electronic records are far more

then just electronic versions of
paper-based records

Electronic records solve your

urgent integration tasks

Electronic records offer high

potential to improve your
business processes

Electronic records offer the

chance to realize fast ROI

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 50

© 2003 SAP Labs, LLC Session ID, Speaker 25

 SAP TechEd ‘03 Las Vegas

Further Information
Î Service Marketplace:
http://service.sap.com/recordsmanagement
http://service.sap.com/webflow
http://service.sap.com/archiveLink
http://service.sap.com/contentserver

Î Consulting Contact
Roy Wood, VP SAP NetWeaver Consulting Practice ([email protected])

Î Related SAP Education Training Opportunities

http://www.sap.com/usa/education/
WDE640, Records Management in Detail

Î Related Workshops/Lectures at SAP TechEd 2003

Design Electronic Records for Your Business Processes, Thu, 9:00 AM -
10:45 AM, Room 7, Workshop (2h)

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 51

Questions?

Q&A

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 52

© 2003 SAP Labs, LLC Session ID, Speaker 26

 SAP TechEd ‘03 Las Vegas

Feedback

Please complete your session evaluation and

drop it in the box on your way out.

Thank You !

The SAP TechEd ’03 Basel Team

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 53

Copyright 2003 SAP AG. All Rights Reserved

„ No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG. The information contained herein may be changed without prior notice.
„ Some software products marketed by SAP AG and its distributors contain proprietary software components of other
software vendors.
„ Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of
Microsoft Corporation.
„ IBM®, DB2®, DB2 Universal Database, OS/2®, Parallel Sysplex®, MVS/ESA, AIX®, S/390®, AS/400®, OS/390®,
OS/400®, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere®, Netfinity®, Tivoli®, Informix
and Informix® Dynamic ServerTM are trademarks of IBM Corporation in USA and/or other countries.
„ ORACLE® is a registered trademark of ORACLE Corporation.
„ UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group.
„ Citrix®, the Citrix logo, ICA®, Program Neighborhood®, MetaFrame®, WinFrame®, VideoFrame®, MultiWin® and
other Citrix product names referenced herein are trademarks of Citrix Systems, Inc.
„ HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web Consortium,
Massachusetts Institute of Technology.
„ JAVA® is a registered trademark of Sun Microsystems, Inc.
„ JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology invented
and implemented by Netscape.
„ MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One.
„ SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and other SAP products and services mentioned
herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in
several other countries all over the world. All other product and service names mentioned are the trademarks of
their respective companies.

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 54

© 2003 SAP Labs, LLC Session ID, Speaker 27

 SAP TechEd ‘03 Las Vegas

SAP TechEd `03 EMEA

Online

WATCH THE
REPLAYS,
DOWNLOAD THE
SLIDES, AND READ
THE TRANSCRIPTS.

www.sap.com/community

 SAP AG 2003, TechED Basel 2003, DM102_EMEA, Joachim Becker / 55

© 2003 SAP Labs, LLC Session ID, Speaker 28