SAP CRM Fundamentals SAP CRM Web UI

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SAP CRM Fundamentals
SAP CRM Web UI

• SAP CRM Fundamentals Refer notes

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SAP CRM WebUI
Web UI Architecture
Interaction center WebUI
SAP CRM Fundamentals Refer notes
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SAP CRM WebUI
Web UI Architecture
Interaction center WebUI
SAP CRM Fundamentals Refer notes
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Contents

• UI components
• Generic interaction Layer and Business Object
  Layer.

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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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Architecture

• UI components - Role of UI components in the
• Framework

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CRM Web Client UI Architecture Layers.
SAP CRM Fundamentals Refer notes
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Views of CRM Web Client
Some of the views of the web client are
persistent others views are selected and changed
dynamically thought web client session.
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Identify Component and view
To find out the name of the UI Component and view
place your cursor in an editable field and Press
F2.
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Component Workbench
A UI Component is the bundle of views ,view sets
etc. that logically belong to each other.
A UI Components can be edited in the component
workbench. T-Code BSP_WD_CMPWB
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Visible Model View- Controller (MVC)
The model of the CRM web client BSPs consists of
context and context nodes that link the fields of
a view to underlying.
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Model view controller in WEB Client
The controller is the first element that is
insatiated when the system navigates to a
particular view.
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Component Workbench View Controller and Model
Transaction BSP_WD_CMPWB Displays all development
objects of the CRM web client applications.
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Context Nodes
Context nodes are link between the input fields
on the view and the data model in the
BOL.
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View Details
The layout of CRM web client views can be
implemented in two different ways that both rely
on HTMLB tags.
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View, Viewset and View area.
View sets are views as well, they have a
Controller class and a context class but no
context nodes.
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Navigation Between views
Event Handler, Inbound and outbound plugs are
methods of the controller class.
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• 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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Architecture

• Generic interaction Layer and Business Object
  Layer.

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Layers of the CRM user Interface
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Business Layer

• - 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.

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GenIL Components

• - 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.

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Component Sets

• The framework is always started with a
  Component set.

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Business objects and data model

• 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.

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Business object layer and generic interaction
layer

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

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BOL and GenIL Tools

• Tools that help to investigate the model of BOL
  and GENIL

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BOL Browser

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

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BOL Browser Navigate Data Model

• To access the data of the single business
  object you need to navigate
• Through the data hierarchy starting with the
  root object.

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GenIL and BOL summary

• Describe 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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Customization

• UI Configuration Tool

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UI Configuration Tool (T-Code
BSP_WD_CMPWB)
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IC Web Client Component Configuration
Overview
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LetMe

• Transactions

BSP_WD_CMPWB Component Workbench
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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
Web UI Architecture
Interaction center WebUI
SAP CRM Fundamentals Refer notes
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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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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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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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IC WebClient Functions Profiles

• IC Web Client Business Roles
• Configuration of IC Web Client Functions
• Account Identification
• Business Transactions

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Interaction Center
Configuration
SAP CRM Fundamentals Refer notes
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IC Web Client Business Roles

Business roles to control the navigation bar,
logical links, and user authorizations.
SAP CRM Fundamentals Refer notes
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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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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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Features in Account
Handling

• Business Partner Relationship Handling
• This feature enables agents to chose the relevant
  relationship type from a list when
• searching or creating related business partners
  in the Interaction Center.
• Mixed Account Identification
• The mixed business partner search is an account
  identification scenario that allows
• searching for both consumers and contact persons
  in organizations.
• Index Based Search
• The index-based business partner search offers a
  tool to build indices that speed up
• the search for business partners in the IC Web
  Client.
• Address validation and duplicate check
• Address validation and duplicate check is offered
  in the IC Web Client to support
• address maintenance.
• Account Identification View Set Customizability
• This feature makes the content of the upper right
  view of the account identification
• view set replaceable the area where business
  objects related to the business
• partner can be determined.

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Account Identification
Functions

SAP CRM Fundamentals Refer notes
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Account Identification-Mixed
Secenario

SAP CRM Fundamentals Refer notes
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Business Partners in
Transactions


SAP CRM Fundamentals Refer notes
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Configuration of Business
Roles
SAP CRM Fundamentals Refer notes
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Business Role Customization
Transation code CRM_UI_PROFILE
Business Role Dettails
SAP CRM Fundamentals Refer notes
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Assign Business Role to
Organizational Unit

• Configuration
• IMG Path Customer Relationship Management gt
  Business Roles gt Define Organizational Assignment
• Transaction PPOMA_CRM
• Assign infotyp Goto gt Detailed Object
• Users / Business Partners are assigned within the
  Organizational Model to a Position
• User / Business Partners can be assigned to
  multiple Positions
• Each Position can have exactly one Business
  Role assigned to (Infotype 1163)

SAP CRM Fundamentals Refer notes
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Assign Business Role to Organizational
Unit in UI
From Sales Operations Select Organization Model.
SAP CRM Fundamentals Refer notes
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Assign Business Role to Organizational
Unit in UI
Select Business Role from drop down list and
Assign.
SAP CRM Fundamentals Refer notes
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IC Webclient Functions and
profilesOverview

SAP CRM Fundamentals Refer notes
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Configuration of Functional
Profiles
IMG?CRM ? IC WebClient ?Master Data ? Define
Account Identification Profiles
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Account Identifiction
Profile

IMG?CRM ? IC WebClient ?Master Data ? Define
Account Identification Profiles for Multiple
Business Partner
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Business Transaction
Profiles
IMG?CRM ? IC WebClient ?Business Transaction ?
Define Business Transaction Profiles
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Define Agent Inbox
Profile
IMG?CRM ? IC WebClient ?Agent Inbox ? Define
Inbox Profile
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Activating Dialog Boxes

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Assing Functional Profiles to
Business Role

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Account
Identification Screen
Search result Lists and Interaction history
Account and related partners
SAP CRM Fundamentals Refer notes
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Account Identification
Account
SAP CRM Fundamentals Refer notes
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Account Identification
Objects

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Account Identification
Profile-Mixed Scenario

SAP CRM Fundamentals Refer notes
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Account Identification Profile -
Relationships
SAP CRM Fundamentals Refer notes
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CRM Business Transactions in UI
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Transaction type selection via
Dialog Box

SAP CRM Fundamentals Refer notes
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Transaction with fixed
Transaction Type

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Integration of CRM Web Client UI
Components

SAP CRM Fundamentals Refer notes
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CRM Web Client Business Transaction with
fixed transaction type

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Integration of CRM Web
Client Overview Page

SAP CRM Fundamentals Refer notes
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Let Me

Transactions
CRMC_UI_PROFILE Define Business Roles
CRMC_UI_NBLINKS Define Navigation Bar Profile
PPOMA_CRM Define Organizational Assignment
Define Account Identification Profile
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Let Me

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

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Interaction Cent Screen
Shot
SAP CRM Fundamentals Refer notes
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Account Fact
Sheet
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CRM Business Transactions In IC
In Index Business Transactions
SAP CRM Fundamentals Refer notes
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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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Features in CRM 7.0

• As 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