SAP CRM Fundamentals

SAP CRM Web UISAP CRM Fundamentals: Refer notes*VK*

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SAP CRM WebUI *VK*Web UI ArchitectureInteraction center WebUISAP CRM Fundamentals: Refer notes

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SAP CRM WebUI *VK*Web UI ArchitectureInteraction center WebUISAP CRM Fundamentals: Refer notes

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UI components

Generic interaction Layer and Business Object Layer. Contents :

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*VK*Purpose

Explain the technical concepts and Architecture used by the CRM web client UI ,Such as Business Server Pages (BSPs) and the underlying Business object layer.Describe the different layers of the web client UI software architecture.

Use One Web-based, easy-to-use, and easy-to-configure UI for all SAP CRM Online users. Easy to configure web client with minimal amount of coding. Appealing web application style visual design consistent across on-demand and on-premise. Challenges New UI Architecture & Concepts. Understanding MVC Architecture, Modification and building new MVC BSP page and integration of new flow logic BSP Screens. Generic Interaction Layer (GeIL) and Business Layer (BOL).

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*VK* Architecture UI components - Role of UI components in the Framework

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*VK*CRM Web Client UI Architecture Layers.SAP CRM Fundamentals: Refer notes

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*VK*Some of the views of the web client are persistent others views are selected and changed dynamically thought web client session.Views of CRM Web Client

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*VK*To find out the name of the UI Component and view place your cursor in an editable field and Press F2.Identify Component and view

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*VK*A UI Component is the bundle of views ,view sets etc. that logically belong to each other.Component WorkbenchA UI Components can be edited in the component workbench.T-Code :BSP_WD_CMPWB

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*VK*The model of the CRM web client BSPs consists of context and context nodes that link the fields of a view to underlying.Visible Model View- Controller (MVC)

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*VK*The controller is the first element that is insatiated when the system navigates to a particular view.Model view controller in WEB Client

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*VK*Component Workbench: View Controller and ModelTransaction BSP_WD_CMPWB Displays all development objects of the CRM web client applications.

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*VK*Context NodesContext nodes are link between the input fields on the view and the data model in the BOL.

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*VK*The layout of CRM web client views can be implemented in two different ways that both rely on HTMLB tags.View Details

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*VK*View sets are views as well, they have a Controller class and a context class but no context nodes.View, Viewset and View area.

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*VK*Event Handler, Inbound and outbound plugs are methods of the controller class.Navigation Between views

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*VK* UI Components Summary Describe the role of the UI components in the framework. Get a basic understanding of the model view controller concept.

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*VK*Architecture

Generic interaction Layer and Business Object Layer.

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*VK*Layers of the CRM user Interface

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*VK* - BOL works with the data at run time. - Data that are changed in the user interface are first changed in the BOL and then transferred to the Generic interaction layer.Business Layer

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*VK* - A GeniL Component is a Class that acts as a link between the existing CRM Business Logic and the UI framework. - GeniL Component does the mapping between the data model that is defined and the actual data interface.GenIL Components

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*VK* The framework is always started with a Component set.Component Sets

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*VK* Business Object: Smallest unit of an object Model. Each BO is Assigned a unique name. The data model of a component set can be visualized in the BOL Browser.Business objects and data model

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*VK* The Business object layer works with the data at runtime and communicate with the generic interaction layer. Business object layer and generic interaction layer

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*VK*Tools that help to investigate the model of BOL and GENILBOL and GenIL: Tools

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*VK* BOL browser is the tool used by developers to test the framework independent from the user interface. BOL Browser

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*VK* To access the data of the single business object you need to navigate Through the data hierarchy starting with the root object.BOL Browser: Navigate Data Model

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*VK*GenIL and BOL summaryDescribe the functionality of the Generic Interaction Layer.Explain the classification of the Business Objects.State the role of the Business Object Layer in the Framework.

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*VK*CustomizationUI Configuration Tool

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*VK* UI Configuration Tool (T-Code BSP_WD_CMPWB)

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*VK* IC Web Client Component Configuration Overview

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*VK*LetMeTransactions

BSP_WD_CMPWBComponent Workbench

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*VK* Web UI-Architecture - Unit Summary

Describe the role of the UI Components in the framework.Get a basic understanding of the model view controller view concept.Explain the technical architecture of the SAP CRM User interface.State the basics of the Model view controller concept.Work with the system tools: BOL Browser and GenIL Model Browser.

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SAP CRM WebUI *VK*Web UI ArchitectureInteraction center WebUISAP CRM Fundamentals: Refer notes

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*VK* Definition

The Interaction Center Web Client, as part of SAP Customer Relationship Management (SAP CRM), provides tools to ensure efficient and consistent customer service by collaboration and communicating with customers over various channels. It supports agents and managers who are involved with the interaction center.

IC Agent Agent can handle inbound or outbound service, sales, or marketing transactions using the phone, e-mail, fax, or the Web. They can process business transactions such as quotations, sales tickets and service tickets, and enhance their productivity by using alerts, scripting, and a solution search. All relevant account information is available to them in once location, such as account data, order status and product-related information.

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*VK* Use

The Interaction Center supports all CRM strategies, such as;

Sales: processing of sales transactions, opportunities, product proposals Service: e-mail processing and workflow, solution database, service transitions Marketing: campaigns, call lists, product proposals. In addition, the Interaction Center supports multi-channel communication:

Telephone: incoming and outgoing calls, call lists, CTI (computer telephony integration) connation E-mail, fax, SMS Internet: inclusion of Internet and intranet pages, co-browsing, call- me-back, Web chat, Web telephony.

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*VK* Challenges

Customizing Process of IC Web Client Business Role

New Functionalities Available In Account I identification: Accounts Employee details Install Base Objects Customizing Process of Account Identification Functions using Account Identification profiles

New Transactions types added in IC Web Client Business Transactions ERP Quotation in ERP Sales Order ERP Sales Contract

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*VK* IC WebClient Functions & Profiles

IC Web Client Business Roles

Configuration of IC Web Client Functions

Account Identification

Business Transactions

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*VK* Interaction Center Configuration

SAP CRM Fundamentals: Refer notes

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*VK* IC Web Client Business Roles

Business roles to control the navigation bar, logicallinks, and user authorizations. SAP CRM Fundamentals: Refer notes

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*VK* Interaction Center Specific Business Roles

IC Agent IC Manager IT Service Desk Agent Shared Service C SAP CRM Fundamentals: Refer notes

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*VK* IC Web Client Functions & Profiles

The IC web client role is a collection functions customized in the details profile for the Web client.

First need to find out which of the profiles is controlling the function that you want to change

Create the new profile by copying an existing profile that more or less matches your requirements.Account Identification Profile Agent Inbox Profile Business Transactions Profile The business transaction profile controls which CRM business transaction type is liked to the navigation bar buttons.

Assing Functional Profiles to Business Role

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*VK* Features in Account Handling

Business Partner Relationship HandlingThis feature enables agents to chose the relevant relationship type from a list whensearching or creating related business partners in the Interaction Center.

Mixed Account IdentificationThe mixed business partner search is an account identification scenario that allowssearching for both consumers and contact persons in organizations.

Index Based SearchThe index-based business partner search offers a tool to build indices that speed upthe search for business partners in the IC Web Client. Address validation and duplicate checkAddress validation and duplicate check is offered in the IC Web Client to supportaddress maintenance.

Account Identification View Set: CustomizabilityThis feature makes the content of the upper right view of the account identificationview set replaceable the area where business objects related to the businesspartner can be determined.

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*VK* Account Identification Functions

SAP CRM Fundamentals: Refer notes

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*VK* Account Identification-Mixed Secenario

SAP CRM Fundamentals: Refer notes

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*VK* Business Partners in Transactions SAP CRM Fundamentals: Refer notes

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*VK* Configuration of Business Roles

SAP CRM Fundamentals: Refer notes

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*VK* Business Role Customization

Transation code CRM_UI_PROFILE Business Role Dettails SAP CRM Fundamentals: Refer notes

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*VK* Assign Business Role to Organizational Unit Configuration:IMG Path: Customer Relationship Management > Business Roles > Define Organizational AssignmentTransaction: PPOMA_CRMAssign infotyp: Goto > Detailed ObjectUsers / Business Partners are assigned within the Organizational Model to a PositionUser / Business Partners can be assigned to multiple PositionsEach Position can have exactly one Business Role assigned to (Infotype 1163)

SAP CRM Fundamentals: Refer notes

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*VK* Assign Business Role to Organizational Unit in UI From Sales Operations Select Organization Model. SAP CRM Fundamentals: Refer notes

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*VK* Assign Business Role to Organizational Unit in UISelect Business Role from drop down list and Assign.SAP CRM Fundamentals: Refer notes

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*VK* IC Webclient Functions and profiles:Overview SAP CRM Fundamentals: Refer notes

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*VK* Configuration of Functional Profiles IMGCRM IC WebClient Master Data Define Account Identification Profiles

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*VK* Account Identifiction Profile IMGCRM IC WebClient Master Data Define Account Identification Profiles for Multiple Business Partner

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*VK* Business Transaction Profiles IMGCRM IC WebClient Business Transaction Define Business Transaction Profiles

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*VK* Define Agent Inbox Profile IMGCRM IC WebClient Agent Inbox Define Inbox Profile

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*VK* Activating Dialog Boxes

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*VK* Assing Functional Profiles to Business Role

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*VK* Account Identification Screen

Account and related partnersSearch result Lists and Interaction historySAP CRM Fundamentals: Refer notes

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*VK* Account Identification Account

SAP CRM Fundamentals: Refer notes

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*VK* Account Identification Objects

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*VK* Account Identification Profile-Mixed Scenario

SAP CRM Fundamentals: Refer notes

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*VK* Account Identification Profile - Relationships

SAP CRM Fundamentals: Refer notes

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*VK* CRM Business Transactions in UI

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*VK* Transaction type selection via Dialog Box SAP CRM Fundamentals: Refer notes

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*VK* Transaction with fixed Transaction Type

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*VK* Integration of CRM Web Client UI Components SAP CRM Fundamentals: Refer notes

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*VK* CRM Web Client Business Transaction with fixed transaction type

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*VK* Integration of CRM Web Client Overview Page SAP CRM Fundamentals: Refer notes

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*VK*Let Me Transactions

CRMC_UI_PROFILEDefine Business Roles CRMC_UI_NBLINKSDefine Navigation Bar ProfilePPOMA_CRMDefine Organizational AssignmentDefine Account Identification Profile

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*VK* Let Me Task:

Define Business Role E.g. ZIC_AGENT Assign to Organizational Unit Org Unit Define Account Identification Profile E.g. ZDEFAULTAssign to Navigation Bar Profile (Work Center) Assign Function profiles to Business Role Define Business Transaction profiles E.g. ZDEFAULTAssign to Function profiles to Business Role E.g. IC_BTDefine Inbox Profiles (Agent Inbox Profile) E.g. DEFAULT 1Assign to Function profile E.g. IC_INBOX

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*VK* Interaction Cent Screen Shot SAP CRM Fundamentals: Refer notes

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*VK* Account Fact Sheet

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*VK* CRM Business Transactions In IC In Index Business Transactions SAP CRM Fundamentals: Refer notes

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*VK* Unit Summary Explain the process of customizing IC Web Client functions

Use Wizards supporting the Configuration

Create a new Account Identification profile

Create a new Business Transaction profile

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*VK*Features in CRM 7.0As of SAP CRM 7.0 it is also possible to use Account Identification (Enhanced) As of CRM 7.0 account identification in the interaction center (IC) has been enhanced. IC agents can now do the following: Customize searches in account identification Define a list of partner functions that can be used to confirm business partners Determine the sequence in which these partner functions are displayed Map the partner functions of confirmed business partners to the existing partner functions in business transactions and the interaction record Define the sequence of the relationship types that appear in the search criteria Business Transactions in the Interaction Center (Enhanced) As of CRM 7.0, the following standard CRM WebClient business transactions have been integrated into the Interaction Center (IC): CRM Sales Order ERP Sales Order ERP Quotation ERP Sales contract Service Order, Complaint, Lead, Case, Opportunity, Service request/Incident , Problem Request for Change

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SAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation*The CRM Web Client UI is built to run within a Web browser.

The Client side user interface is changed from traditional SAP GUI to Web UI.Instead of SAP GUI, Web browser is installed at client side.

All data displayed in the Web browser is sent by Hypertext Transfer Protocol (HTTP) from SAP Net Weaver Application Server (SAP Net Weaver AS) to the client (the Web browser).

SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation*All data displayed in the Web browser is sent by Hypertext Transfer Protocol (HTTP) fromSAP NetWeaver Application Server (SAP NetWeaver AS) to the client (the Web browser).SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation* The Interaction Center supports all CRM strategies, such as: Sales: processing of sales transactions, opportunities, product proposals Service- e-mail processing and workflow, solution database, service transactions Marketing: campaigns, call lists, product proposals.SAP CRM PresentationSAP CRM Presentation* The standard SAP CRM system contains a number of predefined business roles for different CRM users. The business roles include: MARKETINGPRO (Marketing) SALESPRO (Sales) SERVICEPRO (Service) ECO-MANAGER (Web channel) ANALYTICSPRO (Analyses) CHM-CM/ CHM-PM (partner Channel Management) IC-AGENT /IC-MANAGER / IC_SSC_AGENT (Interaction Canter) A number of other industry- specific or partially industry-specific roles SAP CRM PresentationSAP CRM Presentation*The standard SAP CRM system contains a number of predefined business roles for different CRM users. The business roles include: IC Specific Business Roles IC _AGENT Interaction Center Agent IC_AUTO-Interaction Center Agent AutoIC_ITSDAGENT-IT Service Desk AgentIC_LOY_AGENT-Loyalty Prof IC AgentIC_MANAGER-IC Manager IC_SSC_AGENT Shared Service Center Agent IC-AGENT /IC-MANAGER / IC_SSC_AGENT (Interaction Canter) A number of other industry- specific or partially industry-specific roles SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation* Account identificatin allows agents to search for and identify, display, change and create accounts, their related partners as well as related objects like registered products. SAP CRM Interaction Center WebClient offers many powerful features that enable fast, flexible and easy-to-use account identification.

SAP CRM PresentationSAP CRM Presentation* This mixed business partner search is a new account identification scenario that allows a search for both consumers and contact people in organizations. The new business partner search for the account identification in the IC WebClient supports searching for people who are consumers and/or contact people in organizations.SAP CRM PresentationSAP CRM Presentation* You can define in which partner functions the identified customer, or if necessary, the contact person and the Interaction Center agent, should use in the business transaction. This way, one communicatin partner can occur with different partner functions in different transactions in the WebClient. SAP CRM PresentationSAP CRM Presentation* A business roles in general controls the SAP CRM WebClient UI features and functions. Functional profiles like PARAMETERS or PERSONALIZATION are also relevant for users working with the standard SAP CRM WebClient UI.SAP CRM PresentationSAP CRM Presentation* A business roles in general controls the SAP CRM WebClient UI features and functions. Functional profiles like PARAMETERS or PERSONALIZATION are also relevant for users working with the standard SAP CRM WebClient UI.SAP CRM PresentationSAP CRM Presentation*Users and business roles have to be assigned to a position within the organizational model. Each Position can have exactly one Business Role assigned to. The Infotype for business role is 1163.SAP CRM PresentationSAP CRM Presentation* Transaction code CRM_UI for assessing Business Role (IC _Agent) Enter User ID and Password Assigning a business Role to an organizational Unit The final step in the configuration assign the Web Client business role to an organizational level, either an organizational unit or a position in the organizational Model. The IC Web Client business role stores the Customizing of an agent. It is connected to the agent as an SAP HCM Infotype. An infotype describes and defines different attributes or characteristics for objects. SAP CRM PresentationSAP CRM Presentation*Transaction code CRM_UI for assessing Business Role (IC _Agent) Enter User ID and Password

SAP CRM PresentationSAP CRM Presentation* The IC Web Client business role is a collection of functions customized in the detail profiles for the Web Client. First you need to find out which of the profiles is controlling the function that you want to change. In this case, you want to change the behavior within account identification. Create the new profile by copying and existing profile that more or less matches your requirements.SAP CRM PresentationSAP CRM Presentation* SAP CRM PresentationSAP CRM Presentation* SAP CRM PresentationSAP CRM Presentation* SAP CRM PresentationSAP CRM Presentation* SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation* SAP CRM PresentationSAP CRM Presentation* Transaction code CRM_UI for assessing Business Role (IC _Agent) Enter User ID and Password Click on Account Identification SAP CRM PresentationSAP CRM Presentation* IC agents can use this part of the Interaction Center (IC) to identify accounts in different ways (such as by name, company, or product) and to get an overview of an account. Account identification is controlled through the Account Identification Profile which can be defined in Customizing. SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation* Using the mixed scenario allows the agent to decide whether to accept the person calling as main business partner (B2C) or as a contact person of a company.SAP CRM PresentationSAP CRM Presentation* It is possible for agents to choose the relevant relationship type from a list when searching or creating related business partners in the IC WebClient. Using this customizing allows you to explicitly include or exclude relationship types within account identification.SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation* It is possible to activate dialog boxes when creating business transactions within Interaction Center Webcleint. The agent can choose a transaction (type) from popup.SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation* Using Navigation Bar profile customizing it is possible to include standard CRM WebClient UI Components like the Account Overview page into the IC Agent navigation bar.SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation* This slide shows the detailed settings necessary to include an Overview page to the IC WebClient navigation bar. The account overview page is used as an example. Parameter transfer can be realized by a specific setting within the definition of the corresponding logical link.SAP CRM PresentationSAP CRM Presentation* SAP CRM PresentationSAP CRM Presentation* SAP CRM PresentationSAP CRM Presentation* Transaction code CRM_UI for assessing Business Role (IC _Agent) Enter User ID and Password Click on Account Identificaion Agent can view the Account details SAP CRM PresentationSAP CRM Presentation* SAP CRM PresentationSAP CRM Presentation* Transaction code CRM_UI for assessing Business Role (IC _Agent) Enter User ID and Password Click on Index SAP CRM PresentationSAP CRM Presentation*SAP CRM PresentationSAP CRM Presentation*SAP CRM Presentation