CRM ABAP Introduction
Transcript of CRM ABAP Introduction
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CRM ABAP
By Jaffer Vali Shaik:
14/04/2008, I Labs
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CRM Introduction.
mySAP Customer Relationship Management
Managing your business Relationships with your
customers.
It Supports Areas : Marketing, Sales, Service
Customer interaction channels: Interaction Center,
Internent, mobile clients.
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CRM Development scope
the Scope depends on the Business we are going to support
-- Pricing/IPC-- E-Commerce/Internet Sales-- Call Center Management/Interaction Center-- Marketing-- Service
-- Sales Plus many more...-- Data Exchange …
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Master data management
Data about basic objects used in business transactions and stored in the system on a
long-term basis.
This area enables you to store, augment, and consolidate master data, while ensuring consistent
distribution to all applications and systems within your IT landscape. By ensuring cross-system
data consistency, master data management reduces data maintenance costs, accelerates your
business processes, and greatly improves your decision-making processes
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Master Data
• Organizational Management in SAP CRM Enterprise
• Business Partners• Products
• Individual Objects
• Partner/Product Ranges
• Listings
• Product Catalog
• Condition Technique
• Installed Base Management
• Warranty Management
• Counters
• Solution Database
• Territory
• Account Origination
• Contract Object
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Organizational Management in SAP CRM Enterprise
Organizational Management in CRM offers you aflexible tool for displaying your company’s
task-related, functional organizational
structure as a current organizational model.
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Org Management Tasks eg.
Business Transaction ,Partner Processing,
Payment Card Processing
Tax Processing.
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Org Mangegement :
The object types are :
– Organizational Unit.:Functional Units of a company, Depending on how task
distributions is organized.
EG : Sales organization, Sales office, Sales group,Service organization
– Position :Positions are concrete items in a company, to be
assigned to holders
Eg: people responsible from purchasing, salesmanagers
– Holder :A natural Person or CRM user who is Assigned to
Position in org Model
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Business Partners Business Partner Category
Business partners can be organizations (firms, branch offices), persons, or groups of persons ororganizations in which your company has a business interest.
The business partner category denotes whether a business partner is a natural person (privateindividual), organization (legal person/entity or part of a legal entity, such as a department),or a group. – The standard business partner categories are:
– Natural person (private individual)
– Organization (for example: company, department in a company, club, association)
– Group (for example: married couple, shared living arrangement)
Business Partner Roles : – Sold-To Party
– Ship-to party
– Company Example.
Business Partner Relationship – A business partner relationship represents the business connection between two business
partner
– A distinction is made between one-way
(unidirectional) – eg : The enterprise Miller & Co (BP 1) has the
employee Mr. Smith (BP 2);
– and two-way (bi-directional) relationshipcategories.
– Eg : Mr. and Mrs. Meyer are married. – Note : Every Business partner by default get the role of BP.
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Products
Products are goods which are the object of acompany's business activities. Products canbe tangible, such as a PC, or intangible, suchas services like PC maintenance.
Product Types:
– Material
– Service
– Warranty
– Financing
– Financial Service
– Ingtellectual Property
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Sales :
Lead :Leads facilitate your company’s chance to make
business.
Hot , Cold and warm leads.
link between marketing and sales
Lead Processing has something Called Survey Tool.Oppurtunity :
The Oppor tun i ty describes the sales prospects, their
requested products and services, the sales prospect’s
budget, the potential sales volume and an estimated
sales probability. This information becomes concrete
in the course of the sales cycle, and can be displayed
and evaluated in the system.
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Sales Continued ..
Activity management :An activity is a document used to record
information or plan actions at any time during
the customer relationship life cycle.
Activity : data about an interaction with abusiness partner on a certain date
Task : A task is a type of activity that contains
information about anything one or more
employees need to do by a certain date.
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Install base management
Installed Base Management in mySAP CRMenables the representation of objects installed
at your customer’s (for example, devices,
machines, software and so on) for which a
service is offered.
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Solution Database.
The Solution Database is a repository ofinformation which is stored as problems and
solutions, and is indexed for immediate
retrieval
Problem :Solution :
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Basic Functions.
CRM Partner Processing
– Partner processing controls how the system works withbusiness partners in transactionsBusiness Partner Cockpit
– The business partner cockpit is an ideal tool for salesmanagers and representatives for keeping an overview of theirbusiness partners, such as customers, prospects orcompetitors.
Date Management (CRM-BF-DAT)Pricing
Commodity Pricing
Free Goods
Product Configuration
Output Determination
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Actions in CRM Enterprise
CRM Content Management
Text Management
Survey Tool
One-to-One E-Mail
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Basic Functiuons Continued..
Payment Card Processing
Cash on Delivery
Entitlement Management
Multilevel Categorization
Web Event Capture and Web Analysis Guide SAP Business Workflow
Workflow Modeler
Enhancements with the Easy Enhancement Workbench in CRMAttribute Enhancement
Text Replacement Tool
Data Archiving
Campaign Determination
Determination of External Reference Numbers Software Agent Framework (SAF)
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Software Components,
Application Hierarchy and Application component
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Technologies
• ABAP Objects
• Business Object Repository
• Bapis
• Badis
• Enahancement Spot
• Work flows
•
Transaction variants• Smart forms and Adobe forms
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ABAP Objects
• Reusability
• Inheritance
• Polymorphism
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Business Object Repository
Why business objects?
In order to achieve the opennessBusiness Object Repository (BOR)swo1.
business object is a problem-domain entity that you model in the SAP system, suchsales oreder, Business Partenr, Problem etc.
AttributesA business object is primarily represented by its attributes. You perform actions, such as create,update, or delete on the attributes by calling the methods of the object.
The types of Attirbutes
– Database Fields
– virtual attributes.
Methods
– As mentioned earlier, the methods of an object represent the actions you take with objectsattributes.
Bapi’s
Funtion Modules
Obsolete Function modules
– retained for backward compatibility, and should not be used in new developments
–
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Bapis
BAPI (Business Application Programming Interface)
is a set of interfaces to object-oriented programming methods that enable a programmer to
integrate third-party software into the proprietary R/3 product from SAP. For specific business
tasks such as uploading transactional data, BAPIs are implemented and stored in the R/3 system
as remote function call (RFC) modules.
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Badis
ABAP Runtime Environment (BC-ABA)
A location in a program defined by the developer where software recipient layerssuch as industries, partners and customers can insert additional code withoutmodifying the original object.Business Add-Ins enable you to distinguish between enhancements that can have nomore than one implementation and those that can be actively used by any numberof customers at the same time. You can also define Business Add-Ins that depend ona filter value.You can create Business Add-Ins at every level of a multi-level systeminfrastructure.You edit Business Add-Ins in the BAdI Builder.
We can Create Badi’s we needed
We Can Simply Implement the Existing BADI’s
Locating a Badi.
A list of the Business Add-Ins present in your system can be found either in theIMG or in the component hierarchy.
Implementations are discrete transport objects and lie within the namespace of theperson or organization implementing them.
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class cl_exithandler definition load. "declaration
data exit type ref to if_ex_businessaddin. "interface reference
data word(15) type c value 'Business Add-in'. "string you want to
change
start-of-selection.
call method cl_exithandler=>get_instance "factory method call
changing instance = exit.
write:/'Please click here'.
at line-selection.
write:/ 'Original word: ',word.
call method exit->methode "add-in call
changing parameter = word.
write:/ 'Changed word: ',word.
Code Example
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Filter Dependant BADI’s
Multiple Use Business Add-Ins
Menu Enhancements
Screen Enhancements
Transaction codes :Se18 : Define BAD’s
And se19 : Implementation of Define BAD’s
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Enhancement Framework:The new enhancement concept of the ABAP
Workbench (Enhancement Framework)enables the integration of different conceptsfor modifying and enhancing developmentobjects. The enhancement concept issupported by the Enhancement Builder tool
and ABAP language elements.Aim : unify all possible ways of modifying or
enhancing SAP products.
(ore precisely, Repository objects of the SAP
NetWeaver Application Server ABAP),The corresponding tool is the EnhancementBuilder , which is integrated in the ABAPWorkbench.
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Enhacement : inserting user developments at
points predefined by SAP. ( Customer Exits,
Business Add-Ins )
Modificatin : changes to delivered development
objectsABAP Source Code
Functional Module
Global Classes and Interfaces
Busuness Add-Ins
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Work flows
SAP Business Workflow is a solution which has been integrated fully in the R/3 System and
which enables customer-specific business process flows to be coordinated and controlled on across-application and cross-work center basis. AP Business Workflow is a solution which has
been integrated fully in the R/3 System and which enables customer-specific business process
flows to be coordinated and controlled on a cross-application and cross-work center basis.
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Work Flow
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Technology
Each single step task is made up of a method and an object(Business Object )
Method = Verb = What you do to the object
Object = Noun = What you are affecting
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Transaction variants
You can insert default values for fields
Hiding and changing the ready for input status of fieldsHiding and changing the attributes of table control columns
Hiding individual menu functions
Hiding entire screens
Tcode to Maintain Transaction Variants : SHD0
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Filter Dependant BADI’s Business Add-Ins may be implemented depending on a specific filter value
Enter a filter type when defining your enhancement (a country or industry sector, for example).
All methods created in the enhancement's interface have filter value 'FLT_VAL' as their importparameter. The application program provides the filter value to the enhancement method. The
method then selects the active implementation for that value
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Code Example
class cl_exithandler definition load.data flt type usa_land.
data exit type ref to if_ex_businessaddin.data word(15) type c value 'Business Add-in'.
start-of-selection.perform formatlist.call method cl_exithandler=>get_instance
changing instance = exit.write:/'Please click here'.
at line-selection.new-page.write:/ 'Original word: ',word.
call method exit->methodexporting
flt_val = flt.Changing
parameter = word
write:/ 'Changed word: ',word.
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Smart forms and Adobe forms
SAP Smartforms can be used for creating and maintaining forms for mass printing in
SAP Systems. The output medium for Smartforms support printer, fax, e-mail, orthe Internet (by using the generated XML output).
'SSF_FUNCTION_MODULE_NAME'
wE design a form using the graphical Form Painter
The form logic is represented by a hierarchy structure (tree structure)
For Web publishing, the system provides a generated XML output of the processed
form.
Reusing Font and paragraph formats in forms (Smart Styles)
Interactive Web forms with input fields, pushbuttons, radio buttons, etc. (Basis-Release
6.10)
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Create two objects online..
Create two objects online..
To explain the Business Objects Used and the Technoliges.
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Creating business partner and it’s contact person
Report : “ZBP_CP_CREATE”
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Creating a problem and related solution
Report : “Z_PROBLEM_SOLUTION_CREATE_TMP”
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Action
A planned activity (follow-up action) or task that is designed
for reacting to a situation.The action is created in the transaction document or
depending on a rule (action profile) for the transaction.Actions can be determined both at the header level of thetransaction for the whole transaction and also for individualitems
Eg: A month before a contract expires, the responsible salesemployee receives an activity with the category 'telephone'in his inbox to remind him to ring the customer and find out
whether they wish to renew their contract.
Statuses : – scheduled – Started
– Moniterd
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Processing Actions in Documents
• Planning Actions
• Starting Actions
• Monitoring Actions
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Actions: Processing Actions in
Documents
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Processing time of Action
Processing times
1. Immediate Processing:the action is started as soon as the start condition is
fulfilled.
2. Processing When Saving:the action is started directly after the update
3. Processing Selection
Report(RSPPFPROCESS ) Tcode :SPPFP
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Action Profile
Tranaction Code :crmc_action_def
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Action Definition
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Procssing Types
External Communication
Method Call
Smartforms Fax
Smartforms Mail
Smartforms Print
Trigger Alert
workflow
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Processing Type
Types:
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Form Name:
Processing Class: ( the super class is
CL_SF_PROCESSING_PPF)
Processing Method:
Archive Mode
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Action Printing
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Print Preview
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Conditions for Actions
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Processing Details
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Spool
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Form
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Schdule Condition:The schedule condition decides whether an action should be scheduled for processing. An action is therefore only generated if the schedule
condition is met.
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Start Condition:The start condition is checked before the action is executed. The action is only executed if the start
condition is satisfied.
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Alerts ( Alert Management ALM )
Alert Management (ALM) comes into play, when
business-critical problems occur.
Transaction Code to view them: ALRTINBOX
The alerts are polled from the UWL of the Enterprise
Portal, application-specific display programs, or the
alert inbox. These display programs can bepersonalized due to the user’s needs. In addition, the
users can receive alerts as e-mail, SMS, and fax, if
these external methods of communication are
configured in SAPconnect. End users can personalize
their alert notifications, for example, create notificationvariants or determine a substitute.
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Assign Logs to Transctions
cl_log_ppf=>add_message
Blog by Azaz:
https://www.sdn.sap.com/irj/sdn/weblogs?blo
g=/pub/wlg/8291
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Important transactions and Tables
COMM_PRODUCT : Products
CRMD_ORDERADM_H (for header) CRMD_ORDERADM_I (Item data)CRMD_ORDERADM_H Business Transactions CRM
CRMD_ACTIVITY_H Activity
CRMD_OPPORT_H Opportunity
BUTOO : Customer details
BUT001 BP: General data II
BUT100 BP: Roles
BUT150 BP relationship: Attribute table (testdifferent
ISOL: Solution table
ISMP : Problem Table
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Important Transactions and Tables
COMC_PRODUCT General Product Settings
SMOFOBJECT Definition of Objects for DownloadSMOFOBJPAR Parent Objects of an Object in Table
SMOFPARSFA Middleware Parameter
SMOFQFIND Queue Finder Table for MW-Queue finder
SMOFTABLES Definition of Tables for Download
BUT000 : BP: General data
Contains Business Partner Number, Partner Category, Partner Type, First Name, Last Name
etc.
BUT020 BP: Addresses
BUT050 BP relationships/role definitions: General data
Contains Relationship, Partner Number (PARTNER1), Relationship Category
BUT051 BP Relationship: Contact Person Relationship
Similar to BUT050 , additionally contains Contact Person’s Address data
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Important Transactions and Tables
BUT0BK Business Partner: Bank Data & Details
BP Number, Bank Key, Bank Country Key, Bank Account NumberBNKA Bank Master Data
BUT100 BP: Roles
ADR2 Telephone Numbers (Business Address Services)
ADR6 SMTP Numbers (Business Address Services)
Contains Email – Id of the BP.
ADRC Addresses (Business Address Services)
BP’s Complete Address Details- City, Country, Post Code, District, Street, Title No Etc
TSAD3T Table containing the Title text against a Title No.
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Function Modules
BUPA_CREATE_FROM_DATA
BAPI_BUPA_STATUS_ADDBAPI_IDENTIFICATION_ADD
BAPI_BUPA_ROLE_ADD
BAPI_BUPA_ADDRESS_ADD
BAPI_BUPA_BANKDETAIL_ADD
BAPI_BUPR_RELATIONSHIP_CREATE
BAPI_TRANSACTION_COMMIT.
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R/3 and CRM
CRMR/3PRODUT idmaterial40 characters longMaterial no (18 charactersr long)
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Crm Related links
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Thank You