Copyright © 2007 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.Copyright © 2010 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
SAP Customer Relationship Management (CRM) 7.0 Boot camp
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• Course Opening• SAP CRM Overview
– SAP CRM General Information and Highlights
– SAP CRM 7.0 Key Capabilities
– SAP CRM 7.0 Enhancements
– SAP CRM 7.0 Basic Screen Elements
Agenda
Getting to Know Each Other
• Let’s make an introduction round and give the following information to the other participants:
– Your name
– Your assignment within the Accenture organization
– Your level
– Your office
– A short overview of the topics and projects you have worked on
– Why you are here in the course
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Your Expectation
• Please write down your expectation of the course and put the results on the board.
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Overall Course Objectives
• At the end of the course, participants will be able to:– Explain the historic development of SAP CRM and the
future perspective.– Identify the scope of SAP CRM and business functions it
supports.– Describe SAP CRM Architecture. – Implement SAP CRM.
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• Course Opening• SAP CRM Overview
– SAP CRM General Information and Highlights
– SAP CRM 7.0 Key Capabilities
– SAP CRM 7.0 Enhancements
– SAP CRM 7.0 Basic Screen Elements
Agenda
Definitions
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Definition SAP CRM
SAP Customer Relationship (SAP CRM) is an application which provides best-in-class functionality for marketing, sales, and service. By supporting customer-facing business processes across multiple interaction channels, SAP CRM enables organizations to focus on strategies for customer-driven growth and to differentiate themselves in the market by providing a superior customer experience.” Source: SAP Service marketplace, 2009
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• SAP CRM Benefits for Organizations– Competitive Advantages– Increased Revenue– Potential to Lower Costs
• SAP CRM Benefits for Customers– Better and Personalized Service– Consistent interactions across all channels and touch points
• Other Advantages– First-class functions for marketing, sales, and service– Extensive analysis as a basis for decision making – Seamless integration with SAP Business Suite solutions and other
applications
SAP CRM General Information and Highlights - Benefits and Advantages
History of SAP CRM
The first version of SAP CRM was launched in 1999.
• 2005 SAP CRM (2005) 5.0, targets such key cross-industry business capabilities as service management, marketing resource management and mobile sales for handhelds. Powered by the SAP NetWeaver platform, the new system features dashboard-like embedded analytics.
• SAP CRM (2007) 6.0, the UI is much improved compared to CRM 2006s and uses Web 2.0 principles where users can drag sections of the screen around to personalize them for themselves.
• 2008 SAP CRM 7.0, increased Personalization and improved UI Tools. New functions like Loyalty Management and improved TPM.
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SAP Business Suite
• The SAP Business Suite is a bundle of business applications that provides integration of information and processes, collaboration, industry-specific functionality, and scalability. SAP Business Suite is based on SAP's technology platform called NetWeaver.
• SAP Business Suite 7 software delivers a synchronized release schedule for all applications and components across the entire suite.
© SAP
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SAP Business Suite (cont.)
• The SAP Business Suite 7 contains the newest releases of:– SAP ERP
– SAP Customer Relationship Management
– SAP Product Lifecycle Management
– SAP Supplier Relationship Management
– SAP Supply Chain Management
© SAP
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Enhancement vs. Upgrade
“SAP enhancement packages deliver product flexibility and technology advancement at the same time. Customers no longer have to wait 24 or 36 months for critical functionality.”
• SAP enhancement packages are optional packages that deliver new or improved business functions that you can deploy selectively, while the core applications remain stable. During an upgrade all software components are updated.
• SAP delivers minimally disruptive innovation with enhancement packages.
• For all the core applications of SAP Business Suite 7 software SAP enhancement package 1 is planned for the second quarter of 2010.
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• SAP CRM (7.0) Availability and Maintenance
SAP CRM (7.0) Availability
You can find this information of Product Availibility Matrix on the SAP Support Portal:https://websmp109.sap-ag.de/pam.
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• Course Opening• SAP CRM Overview
– SAP CRM General Information and Highlights
– SAP CRM 7.0 Key Capabilities
– SAP CRM 7.0 Enhancements
– SAP CRM 7.0 Basic Screen Elements
Agenda
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SAP CRM Overview – Key Functionalities
• In daily business various departments like Marketing, Sales and Service interact directly and regularly with customers.
• From a software point of view these employees need to have support to fulfill their daily tasks in an efficient and customer-oriented way.
15© SAP
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SAP CRM Solution Map
Link to the SAP Solution Composer
© SAP
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Key Processes and Benefits in Marketing
© SAP
•Marketing Resource Management•Customer Segmentation and List Management
•Campaign Management•Real-Time Offer Management•Lead Management•Loyalty Management•Marketing Planning and analytics
Key processes•Select target groups •Monitor marketing costs •Use marketing analytics as a basis for making decisions
•Observe markets and competitors•Identify customer preferences
Major benefits
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SAP CRM Key Marketing Capabilities – Business Value
• Manage and coordinate marketing activities globally, regionally, and locally
• Multi-channel support to ensure one face to the customer• Tight integration with financials, accounting, and supply
chain• Leverage Business Intelligence and CRM analytical
capabilities for improved visibility and insight into marketing operations
• Broad functional spectrum• Modular, scenario-based implementation to ensure fast
return on investment
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Key Processes and Benefits in Sales
© SAP
•Customer order management, quotations and contracts
•Account and contact management•Opportunity management andpipeline analysis
•Activity management•Commissions and incentives•Sales planning and analytics
Key processes•Control Sales Processes resulting in an increase in revenue
•Increase up-selling and cross-selling opportunities
•Recognize profitability of each and every customer
•Reduce sales costs•Create accurate, real time forecasts
Major benefits
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SAP CRM Key Sales Capabilities - Business Value
• Closed-loop processes• Faster response time• Focused sales force through qualified leads• Better service through real-time response on
product availability• Increased time for selling• Sales force concentrated on profitable
customers• Optimized mix of channels• Team-selling
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SAP CRM Key Sales Capabilities - Sales Cycle (Closed-Loop CRM)
Lead generation and qualificationCustomer
retention
Logisticsexecution
Customer service
Billing1. Agreement
Sales Cycle
© SAP
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Key Processes and Benefits in Service
© SAP
•Service request, service order, and contract administration
•Installed base management•Customer Service and Support (Complaint and Case Management)
•Returns and Depot Repair•Warranty and Claims Management•Service planning•Analytics
Key processes•Achieve higher customer satisfaction through prompt and efficient service
•Reduce service costs •Provide reliable service around the clock
•Achieve transparency of both service resources and service costs
Major benefits
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SAP CRM Key Service Capabilities – Business Value
• Accessibility, Visibility, and Integration:– Convenient multi-channel access both
for customers and service employees
– Complete visibility of relevant customerand product history supports service employees and enables a real time response
– Integration with back-office systemssuch as SAP R/3 Customers, SAP R/3 Controlling, and SAP R/3 Human Resources
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Key Processes and Benefits in Web Channel
© SAP
•E-Marketing•E-Commerce•E-Service•Web Channel Analytics
Key processes•Personalize each customer’s buying experience
•Provide convenient, easy-to-use, interactive selling and self-service
•Enable end-to-end, order-to-cash processes
•Incorporate partners into your e-commerce strategy
•Significantly reduce cost of sales
Major benefits
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E- Analytics
Guided Selling
Web Catalog
Complaints and Returns
Order & QuoteManagement
Pricing Engine
Online Billing
and Payment
Search Engine
Live Customer
Support
Catalog Management
Personalisation
MarketingManagement
BusinessPartner
OrderManagement
ContractManagement
KnowledgeManagement
Web Auctions
Shopping Basket
iBaseManagement
Product Configuration
ServiceManagement
Browser Portal
SAP CRM Key E-Commerce Capabilities – Example for Building Blocks
© SAP
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Key Processes and Benefits in Interaction Center
•Marketing•Sales•Customer Service•Shared Service Center •Interaction Center Management
Key processes•Easy-to-use agent productivity tools •Portal-based access for interaction centre administration, management, and reporting
•Integrate with interaction centre infrastructure e.g. systems, computer telephony, e-mail, and Web servers
•Achieve a higher ROI
Major benefits
© SAP
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SAP CRM Key Interaction Center Capabilities - Business Value
• For the Customer– Increase customer
convenience through additional interaction channels
– Improve interaction consistency and ease of doing business
– Improve service levels and maximize customer experience
– Efficiently identify and address customer needs
• For companies– Increase company exposure
and accessibility – Lower the cost of customer
treatment– Provide consistent information
across all touch points– Increase revenue with cross-
and up-selling– Enable valuable and lasting
customer relationships
• Interaction Centre uniquely allows to make every interaction a successful and valuable one for the customer.
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Key Processes and Benefits in Partner Channel Management
© SAP
•Partner Management•Channel Marketing•Channel Sales•Partner Order Management•Channel Service•Partner and Channel Analytics
Key processes•Boost Revenues•Reduce Costs•Increase Profits•Increase Customer Satisfaction•Empower Partners
Major benefits
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SAP CRM Key Partner Channel Management Capabilities - Overview
• SAP CRM provides companies with a platform to manage channel partner relationships and enable partners to sell more effectively – resulting in a more profitable indirect channel.
ChannelPartner
Channel Manager
Customer
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Key Processes and Benefits in Business Communication Management
© SAP
•Fully integrated multi-channel call center communication
•Monitoring and management of communications in real time through online analytics
•Interactive voice response (IVR) option
Key processes•Centralize geographically spread communications for
•Inbound and Outbound contacts•Outbound Marketing Campaigns•Manage Communications across the company
Major benefits
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SAP CRM Key Mobile Capabilities - Laptops
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Key Processes and Benefits of CRM Analytics
•Integrated suite of analytical and planning solutions
Key processes•Measurement, prediction, planning and optimization of customer relationships
Major benefits
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Key Processes and Benefits of CRM Industry-specific Solutions
Examples:
•Includes all general CRM functionalities, BUT
•Supports especially several industry-specific CRM processes
Key processes•Addresses unique needs and complete, end-to-end requirements of all major industries
Major benefits
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• Course Opening• SAP CRM Overview
– SAP CRM General Information and Highlights
– SAP CRM 7.0 Key Capabilities
– SAP CRM 7.0 Enhancements
– SAP CRM 7.0 Basic Screen Elements
Agenda
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Changes Since SAP CRM 5.0
A real breakthrough in CRM 2006s release: a completely web-based user interface, which replaces the SAP GUI in all system management functions.This technology gives strong competitive potential to SAP CRM as it:• Improves usability compared to previous SAP CRM versions • Provides an interface with SOA (integration with SAP – e.g. Web
Services – and non SAP application)
Highlights of SAP CRM 7.0 –New Web UI
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New Features of SAP CRM 7.0
© SAP
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Main Strengths of New Release SAP CRM 7.0
• Usability: Mainly considering learn ability and understandability
• Efficiency: Reduced number of clicks needed to access relevant functions impact the timely behavior
• Maintainability: Mainly focusing on Changeability of the application related to new Web UI customizing
• Portability: In terms of Adaptability typical of web based user interfaces
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Highlights of SAP CRM 7.0 - Technical
Integrated Enterprise Search
• Simple search UI
• Cross-objects and cross-system searches
• Improved performance
Dashboards and Interactive Reporting
• Support visual UI and interactive analysis
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• Course Opening• SAP CRM Overview
– SAP CRM General Information and Highlights
– SAP CRM 7.0 Key Capabilities
– SAP CRM 7.0 Enhancements
– SAP CRM 7.0 Basic Screen Elements
Agenda
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The Homepage provides:• A quick Overview of the Current Day• Hyperlinks to more det. information• Predefined content for:
– My Appointments today– My Tasks today– Workflow Tasks– Reports and Applications– Alerts
The Homepage Is configured per role:• Available content can be
personalized by the user • Content can be adapted
The Homepage provides:• A quick Overview of the Current Day• Hyperlinks to more det. information• Predefined content for:
– My Appointments today– My Tasks today– Workflow Tasks– Reports and Applications– Alerts
The Homepage Is configured per role:• Available content can be
personalized by the user • Content can be adapted
Home Page
The Home Page is the starting point for all user in daily business. It contains the most important personal information and access to the most frequently used tools.The Home Page is the starting point for all user in daily business. It contains the most important personal information and access to the most frequently used tools.
The HomepageThe Homepage
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• Position of header and navigation area(L-Shape) are fixed, even if Navigation Bar can be hidden
• L-shape Contains:– System Links– Saved Searches– Work area title– History back and forward– Navigation Bar
• Work Area contents are dynamic depending on selected contents on navigation area
• Position of header and navigation area(L-Shape) are fixed, even if Navigation Bar can be hidden
• L-shape Contains:– System Links– Saved Searches– Work area title– History back and forward– Navigation Bar
• Work Area contents are dynamic depending on selected contents on navigation area
SAP CRM Web UI Screen Structure
The New Web Client screen is structured into 3 different areas: the Header Area (A); the Navigation Area (B) and the Work Area (C). The New Web Client screen is structured into 3 different areas: the Header Area (A); the Navigation Area (B) and the Work Area (C).
The Screen structureThe Screen structure
Header Area (A)
Nav. Bar Area (B)
L-Shape
Work Area (c)
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Header Area
Besides displaying the work title area and the Header Area of the Web UI provides system links and search functionalities.
Besides displaying the work title area and the Header Area of the Web UI provides system links and search functionalities.
a)b)c)d)
a) System Linksb) Saved Searchesc) Forward & Back Navigationd) Messages & Tools
a) System Linksb) Saved Searchesc) Forward & Back Navigationd) Messages & Tools
Header AreaHeader Area
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Navigation Bar
The Navigation Bar is divided into two areas: Navigation Items and Quick linksThe Navigation Bar is divided into two areas: Navigation Items and Quick links
a) Navigation items the items you can select and navigate to (calendar, email inbox,…).
b) Create Quick linksyou can determine frequently used items as “quick links.”
c) Recent Itemslists the last viewed business objects
a) Navigation items the items you can select and navigate to (calendar, email inbox,…).
b) Create Quick linksyou can determine frequently used items as “quick links.”
c) Recent Itemslists the last viewed business objects
Navigation Navigation BarBara)
b)
c)
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• Is opened by choosing the first-level navigation entry directly, without selecting a second-level entry
• Includes important content regarding the current area:
– Search Links– Create Links– Reports
• Content of the page could be customized without development activities
• Is opened by choosing the first-level navigation entry directly, without selecting a second-level entry
• Includes important content regarding the current area:
– Search Links– Create Links– Reports
• Content of the page could be customized without development activities
Work Center
Every first level menu (Accounts, Orders, Activities….) item has an individual work center page. It contains a set of shortcuts and access to all work center-related components.
Every first level menu (Accounts, Orders, Activities….) item has an individual work center page. It contains a set of shortcuts and access to all work center-related components.
The Work Center pageThe Work Center page
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Work Area
The Work Area can contains different page types (entry pages, content pages, support pages). The Work Area can contains different page types (entry pages, content pages, support pages).
• Entry pages• Content pages• Support pages
• Entry pages• Content pages• Support pages
Work AreaWork Area
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• Contains information about alerts and workflow tasks pushed to the users
• Several predefined alerts and workflow are delivered with SAP CRM (Campaign, approval workflow, accept lead workflow, lost opportunity alert, and so on)
• Within a role, smaller content areas for alerts and workflows can be embedded directly in the home page
• Contains information about alerts and workflow tasks pushed to the users
• Several predefined alerts and workflow are delivered with SAP CRM (Campaign, approval workflow, accept lead workflow, lost opportunity alert, and so on)
• Within a role, smaller content areas for alerts and workflows can be embedded directly in the home page
Work List
The work list provides a complete overview of information pushed to the user. It is divided in to alerts and workflow tasks.
The work list provides a complete overview of information pushed to the user. It is divided in to alerts and workflow tasks.
The Work List pageThe Work List page
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• Consist of a header block with the core information and a set of subordinate assignment blocks containing related information
• The information in assignment blocks can be displayed with:
– Form Views– Tables– Hierarchy trees
• Contains the hyperlinks to navigate to other related objects
• Consist of a header block with the core information and a set of subordinate assignment blocks containing related information
• The information in assignment blocks can be displayed with:
– Form Views– Tables– Hierarchy trees
• Contains the hyperlinks to navigate to other related objects
Overview Page
The Overview Page provides a summary of all important information regarding a single object [e.g. Account, Contact, Activity, Sales Order, Service Order….] in display mode. The Overview Page provides a summary of all important information regarding a single object [e.g. Account, Contact, Activity, Sales Order, Service Order….] in display mode.
The Overview pageThe Overview page
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• Allows for flexible creation of search model by choosing a wide range of search criteria
• Easy-to-understand operator-based search logic
• Provide a search result list for getting a quick overview and easy navigation to detailed information of single objects
• Offer options to create, delete, or perform a mass update (optionally) of information directly from the search result list
• Saving Search models• Offers Export to MS Excel
• Allows for flexible creation of search model by choosing a wide range of search criteria
• Easy-to-understand operator-based search logic
• Provide a search result list for getting a quick overview and easy navigation to detailed information of single objects
• Offer options to create, delete, or perform a mass update (optionally) of information directly from the search result list
• Saving Search models• Offers Export to MS Excel
Advanced Search
The advanced search provide the user with comprehensive, flexible and easy to understand search capabilities individually for every business objectThe advanced search provide the user with comprehensive, flexible and easy to understand search capabilities individually for every business object
The Search pageThe Search page
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• SAP CRM Web UI– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up
Agenda
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BSP Architecture: Basics
• The CRM WebClient is built to run within a Web Browser
• Therefore, on the client side it is only necessary to install a Web Browser. An SAP Graphical User Interface (SAP GUI) is not necessary
• All data displayed in the Web browser is sent by hypertext Transfer Protocol (HTTP) from the SAP Web Application Server to the client (the Web Browser)
• The user interface (UI) is based on Business Server Page (BSP) technology, which is a blend of ABAP code and BSP extensions
© SAP
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CRM WebClient Architecture (1 of 3)
The CRM WebClient is based on a multi-layer architecture on the server side:
•Presentation LayerThe presentation layer of the CRM WebClient is based on Business Server Pages (BSPs), which are shown as dynamic HTML pages in the Web browser.
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CRM WebClient Architecture (2 of 3)
• Business Layer (BOL and GenIL)Holds the data structure of business objects during a CRM WebClient session, such as business partners or products and handles transactions. It consists of two layers: Business object layer (BOL): The business object layer saves the
business object data, e.g. sales orders, at runtime of the SAP CRM session. This layer guarantees the separation of the CRM WebClient UI and the underlying business logic.
Generic interaction layer (genIL): The generic interaction layer handles the data transfer from the business object layer to the application programming interfaces (APIs) of the underlying business engine. It is the connection between the business object layer and the underlying business engine.
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CRM WebClient Architecture (3 of 3)
• Business EngineThe layers are strictly separated in order to allow connections between the UI layer and any Business Application (e.g. ERP objects such as Employees or Sales Orders)
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CRM Architecture Representation
Corresponding system tools:
BSP_WD_CMPWBComponent Workbench
GENIL_MODEL_BROWSERto explore the GenIL model
GENIL_BOL_BROWSERto explore Business Objects and relationsSE11, SE16explore data objects and databases
The graphic below explains how the technical components of the CRM WebClient work together in the architecture concept.
© SAP
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UI Concept:Model View Controller
Business Layers (BOL and GenIL)
Business Engine (Database tables)
PresentationLayer
Model
Links to underlying StructureView
Handles Visual Output
ControllerDrives
Interaction Logic
Request
Response get
set
Data flow
Control flow
CRM WebClient
Data output
User input
The CRM WebClient BSP is based on the Model View Controller (MVC) paradigm which is a widely accepted design pattern for developing object oriented user interfaces (UI). It provides an effective way of relating UI layouts to an underlying data model.
UI Concept:Model View Controller (cont.)
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PresentationLayer
Model
Links to underlying StructureView
Handles Visual Output
ControllerDrives
Interaction Logic
Request
Response get
set
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User Interaction
Request
Response
userinput
data output
Controller
Presentation Layer (BSP)
BusinessLayer
Business Engine(my SAP CRM, mySAP ERP, IS-U, etc.)
BOL: Business Object Layerdata structures of the BOL holding business objects for the IC WebClient session
GenIL: Generic Interaction LayerGenIL Model and Implementation Classes connecting BOL to APIs
API APICRM
IS-U
Model
View
API
1. User inserts a request (e.g. Create Service Ticket)
2. View Controller is initialized and request is passed
3. Controller calls underlying data model (Business Objects)
4. Data in model is provided by Business Engine (database) and structured in Business Layer
5. Correct data is available in the view; web page structure is built
6. Response is sent to User Interface
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3
4
6 5
The figure below shows how the view, controller, and model make up the UI layer of the CRM WebClient.
CRM WebClientCreate Service Ticket
Service Ticket created
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MVC Architecture in CRM System
Controller: Class (*IMPL)
Model: Context and Context Nodes (*CTXT)
View: Layout Definition (*htm)
Controller: Methods for Event Handling and Navigation
The components and their corresponding controllers, views and contexts can be accessed via the Component Workbench. This transaction represents the MVC architecture and allows access to the classes and methods of its elements.
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Component Workbench:Component Structure Browser Example: View Structure of the view Account Details.
The model of CRM WebClient BSPs consists of contexts and context nodes that link the fields of a BSP view to the underlying BOL. Both context and context nodes are implemented as ABAP classes.
• Context:
The Context class with the suffix CTXT
• Context Node:The Context Node with suffix CNxx. Context nodes represent data in the structure of Business Objects.
• Attributes:Each field displayed at the view is linked to an attribute of a context node.
Accessing the Component Workbench
To work on UI Components SAP provides the so called BSP Component Workbench.
The BSP Component Workbench is the central framework modeling tool, and provides access to a variety of functions. It can be accessed via IMG or with transaction code BSP_WD_CMPWB
It offers the following main access points:
•The Component Structure Browser provides access to the objects of a UI Component
•The BOL Model Browser shows the business object layer (BOL) model of a UI component.
•The Runtime Repository Editor shows the runtime repository of a UI component. In the runtime repository, you can see and edit the view set composition (which views are assigned to a view area and which view areas belong to a view set).
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System Demo 1:Component Workbench
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Component Workbench: Structure of UI Component
Structure
Component:• Bundle of windows, view sets, views and custom controllers
• Self-contained reusable unit (own runtime repository, interfaces to outside)
• Can have multiple instances at runtime
• Technically mapped to BSP application
A component is an ABAP Object Oriented class, which implements the component interface. With the new CRM UI Framework a new concept is introduced as valid for all Applications which are based on this Framework.
Component
Window
IP
IP
OP
OP
View
View
View
ViewSetsViewSetsViewSets
Custom ControllerComponent Controller
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Component Workbench: Component Structure Browser
Windows: Contains all Views that should be displayed.
Custom Controllers:Organizes cross-view data transfer.Reduces retrieval of data from the BOL.
Views:Main programming and UI Configuration objects.
• Inventory of Components
• Creation of Component Controller, Windows, Custom Controllers, and Views is supported by wizards
• Each component consists of several runtime objects
• Most important ones are Windows, Custom Controllers and Views
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Component Workbench:BOL Model BrowserThe BOL Model Browser shows the business object layer (BOL) model of a UI component. This BOL model is assigned to the UI component via the runtime repository. The BOL Model Browser is available only if this assignment exists.
• Root Objects• Access Objects• Dependent Objects• Search Objects• Search Result Objects• View Objects• Dynamic Search
Objects
Business ObjectGroup of unstructured attributes, which characterize a Business object (e.g. Accounts, Employees, Orders; Activities…). BO can be hierarchically aggregated in order to create an Object Model.
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Component Workbench:Runtime Repository
Component Usages: Usages of (other) Components
Models: Assignment of the component setWindows: Assignment of Views to Windows
View Sets: Combination of Views to one Screen
Navigational Links: Description of Navigation
Component Interface: Interface of Component Elements to the Outside
The runtime repository editor of the component workbench is the tool which displays and maintains the Runtime Repository for a Component. Each Component consists of several design objects consolidated in the Runtime Repository.
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• SAP CRM Web UI– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up
Agenda
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Navigation Bar
• Allows direct navigation to all entry pages
• Provides two levels of navigation: 1st level
navigation 2nd level
navigation
Navigation Bar
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Navigation Bar and User Roles:Navigation Bar by User Role
Early identification of required roles to determine the different navigation bar menus.
A limited number of navigation bar entries helps to avoid relevant maintenance effort.
Tips & Tricks
Differentiation of User Menu according to user’s Business Role. System functionalities available to users can be selected depending on client’s organizational requirements and needs. For example Navigation Bar can differ between departments (marketing vs. sales), or depend on positions in organizational chart (sales managers vs. agents).
Sample
Business Requirement
Different Navigation Bar menus between
Sales Professionals andMarketing Professionals
Sales Professional
Marketing Professional
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Navigation Bar and User Roles: Role-/Navigation Bar Customizing: Assignments
Navigation Bar Profile•Work Center Pages
•Work Center Link Groups
•Direct Group Links
User /Bus. Partner
Business Role
Role Configuration Key
PFCG* Role ID
Technical Profile
Layout Profile
Functional Profile
TX:CRMC_UI_NBLINKS
SM30: CRMV_UI_CONFIG
TX: PFCG
SM30: CRMV_UI_PROFILE
PositionOrg. Unit
*PFCG: Profile Generator
TX: PPOMA_CRM
Organization Model
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Navigation Bar and User Roles: Role-/Navigation Bar Customizing: Terminology
The Role-/Navigation Bar Customizing controls based on Business Role how the Navigation Bar is structured and which links are available on the Work Center / Home / Report Pages and in the Direct Link Group.
Definition
Terminology
System Demo 2:Navigation Bar and User Roles
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• SAP CRM Web UI– Architecture
– Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up
Agenda
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UI Configuration Tool
Business Layers (BOL and GenIL)
Business Engine (Databes tables)
PresentationLayer
ModelLinks to
underlying Structure
ControllerDrives
Interaction Logic
Request
get
set
User input
Response
Data output
CRM WebClient
ViewHandles Visual
Output
• The UI Configuration Tool acts at the level of the views and the CRM UI Web Client.• It enables advanced users to configure the layout of the view without handling and writing
HTML code• It enables the user to perform basic configuration activities.
Access the UI Configuration ToolBefore you start the configuration of a specific screen you need the technical name of the component which contains the view and the technical name of the view:
You can access the UI Configuration Tool in SAP GUI and in the CRM WebClient UI.SAP GUI: Via the BSP Component Workbench
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Choose F2 in the CRM WebClient Application to get the technical information
Select the correct view of the component
Enter the UI Configuration Stool via the Configuration tab of the BSP Component Workbench
Access the UI Configuration Tool (cont.)
CRM WebClient UI:
1. Navigation Bar: Access the UI Configuration Tool via the Administration work center (logical link: BSP-DLC-VC)
2. Directly from the CRM Application:
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Enter the component
Select the correct view
Show Configurable Areas
Configure Page > Enter UI Configuration Tool
Prerequisite: The configuration mode has to be activated in the personal settings, otherwise the configure page icons are not available
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UI Configuration Tool:Configuration Differentiators
Sample
Do not change the standard configuration but copy it to an own configuration and modify that. Configuration can be stored according to differentiators, using the following parameters:
Role Configuration Key: Layout Profile Key contained in Business Role
Component Usage: Component with an interface can be included in other components and therefore have different usage depending on component
Object and Object Subtype: Application specific parameters (allows to create content type dependent configurations)
Different Configurations can be used to display the view according user specific parameters. E.g. dependent on the country where the system is used different address schemes ( European or US scheme) are used.
Tips & Tricks
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UI Configuration Tool:Configuration of View
The configuration of a view can be influenced by the implementation of field getter methods. E.g. the type of a field (input, checkbox,…) is defined in the properties getter method of the field and the property “Display only” depends on the implementation of the input-readiness getter method as well.
Tips & Tricks
Configure an existing view according customers requirements: Add / remove / shift fields from field set, rename field labels and set field to mandatory / display only.
Business Requirement
1. Create new configuration
2. Shift fields
3. Change field properties
4. Add / Remove fields
1
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4
3
Exercise 1Customize Detail Page
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Unit: Customizing of a Web UI view.Topic: Customize a standard Detail page by using the UI Configuration Tool directly out of the WebUI.
At the conclusion of this exercise, you will be able to:• Access the UI Configuration Tool
• Customize a standard Detail page in the Web UI.
UI ConfigurationTo adapt the user interface of SAP CRM to customers business needs a bundle of framework tools is available. The figure below shows the relationship between the requirements, the corresponding tools and the affected software layer.
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Requirement Tool Software Layer
Layout change, e.g. move a field
Business Engine
Add existing field to UI Layer
Add a new custom field to the data model
UI Configuration Tool
Easy Enhancement Workbench (EEWB)
Application Enhancement Tool (AET)
Presentation Layer (BSP)
Business Layer (BOL)
Interaction Layer (genIL)
Business Engine
Tables
API
Custom Field
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Easy Enhancement Workbench: Overview
•Customer Specific Fields can be added to CRM Web Client UI by means of the Easy Enhancement Workbench (EEWB).
•Once a field has been created, the UI configuration tool can be used to configure these fields.
•Main CRM Objects that can be enhanced with the EEWB are:–Business Partners–Business Partner Relationships–Business Transactions (Activities,
Sales Orders etc…)–Account Planning–Marketing Planner
•Customer Specific Fields can be added to CRM Web Client UI by means of the Easy Enhancement Workbench (EEWB).
•Once a field has been created, the UI configuration tool can be used to configure these fields.
•Main CRM Objects that can be enhanced with the EEWB are:–Business Partners–Business Partner Relationships–Business Transactions (Activities,
Sales Orders etc…)–Account Planning–Marketing Planner
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Easy Enhancement Workbench:How To EEWB
• Depending on requirements, objects that can be created, are split into two main groups:
– When a single value has to be displayed, a field should be used.
– When multiple values have to displayed for the same object, a table should be used.
Objects to create
Fields
Single value/Flag
Free Input or Dropdown List
Tables
Multiple values
Free Input or Dropdown List
Check table to filter values
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Easy Enhancement Workbench: Enhancement Process
UI CONFIGURATION
TOOL
FIELD TABLE
Add new fields with EEWB
CRM Tables / APIs are enhanced
Fields are available in BOL (within the EEWB including the corresponding object)
Position fields on the screen & set attributes
Add new table with EEWB (BP & Business Transaction)
Tables / APIs are generated
Fields are available in the field set of the UI
Configuration Tool
Create (manually view in Component Workbench)
New Object / relations in BOL are generated
Fields are available in the field set of the UI
Configuration Tool (for the corresponding view)
Position fields on the screen & set attributes
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Application Enhancement Tool: Overview
• The Application Enhancement Tool (AET) provides a UI based overview over all enhancements.
• It is possible to search for enhancements, and to display, create, change, or delete enhancements. It features:
– Creating custom fields– Defining dropdown list boxes for custom fields– Translating field labels and entries in dropdown list boxes– Assigning search helps and check tables to custom fields– Making new custom fields available for search criteria and/or result
lists, Business Intelligence (BI) reporting, R/3 Adapter, CRM Mobile...– Using different data types, e.g. characters, dates, times, numbers…– Reusing fields in other business objects, if they are based on the
same enhancement place
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Application Enhancement Tool: Start the Application Tool
There are three different ways to start the Application Enhancement Tool in SAP CRM. Overview
• Enable the configuration mode in the general settings on the central personalization page of SAP CRM
• Choose one of the symbols for UI configuration in the header area of the application• To start the Application Enhancement Tool, click Show Enhancements in the Configurations
block
UI Configuration of Application
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Application Enhancement Tool: Start the Application Tool (cont.)
• Choose ‘View Configuration’ in the navigation bar of the Administration work center (system administrator role)
• Enter a UI component, and choose a view. • To start the Application Enhancement Tool,
click ‘Show Enhancements’.
• Start the Application Enhancement Tool directly in the navigation bar of the system administrator role
• Choose ‘Enhance Applications’ in the Administration work center
• Search for enhancements at the Search page
UI Configuration of Administration Work Center
Navigation Bar
Design Layer Customizing• Design Layer was introduced to give a more simple and easy to use functionality for
changing several UI Components on one time.• The design layer links UI-related settings to design objects, which span several views that
implement the same business content.
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•Key Features and Benefits:• Increase efficiency by reducing the task of maintaining the same field labels on every view they are visible
•Centralized way to maintain field labels
•Reduce the number of fields within the UI Configuration Tool that are not needed (e.g. technical fields)
The design layer features:• Rename field labels• Hide fields
Set a field to ‘Hidden’: Field isn‘t visible for the end user in the application
• Set a field to ‚Field excluded from field set‘Field is not visible in the field set of the UI ConfigurationTool (This will be used to reduce the available fields in the field set).
• Assign existing value help from dictionary: Value help (Search help, Check table, Domain
values) Field type (Input field, Checkbox, Dropdown list
box
Configuration OverviewTask Tool
Configure views: position fields/columns, add fields/columns from field set, remove fields/columns, rename labels, set fields to mandatory/display only, and define load option for blocks and more
UI Configuration ToolUse parameters to save your configuration
Use customer-specific fields within view configuration
Add customer-specific fields and tables to existing business objects Easy Enhancement Workbench (EEWB)
Implement same configuration content for several views
Design Layer CustomizingAssign value helps / drop down list boxes from data dictionary for customer specific fields
Create/ Enhance UI components, create own views, context nodes..BSP Component Workbench
Configure buttons, define value helps / drop down list boxes
Change Navigation Bar (1st & 2nd level navigation), Logical Links, Business Role Customizing
Navigation Bar / Business Role Customizing
Add customer-specific fields to existing business objects Application Enhancement Tool (AET)
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System Demo 3:UI Configuration via Component Workbench
Unit: UI Configuration via Component WorkbenchTopic: Open and customize a view in the UI Configuration Tool from the UI Component Workbench.
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• SAP CRM Web UI– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up
Agenda
Personalization• You can use a bundle of tools and options to set up and personalize SAP CRM to your
individual preferences.• Most of the functions to personalize the user interface of SAP CRM are conveniently
accessible on the central personalization page.
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•Define the settings for the groupware integration in SAP CRM (e.g. MS Outlook)
•Change/Check Personal data, assigned Bus.Role.
•Change current password
•Change/Check general settings (time zone, date/time format, currency etc.)
•Activate screen reader mode•Enable Configuration Mode
Personalization (cont.)
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Enter the central personalization page
•Change Layout (Skin, Text)•Pers. Links in Nav. Bar (e.g. # of recent items)
Set up personal keyboard shortcuts
Personalize your favorites for the home page
subscribe to your personal feed. Enter the link to your feed reader
Personalization (cont.)When you log on, all pages have a particular default layout, but you can personalize your pages.
Via drag and drop or enter the personal setting options via this button
Options for layout personalization:– Overview page (e.g. visibility and order of Assignment Blocks)– Tables and Lists (e.g. order and visibility of columns)– Home page (arrangement of Assignment Blocks)
You can find some examples on the next pages.
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Note:The personalize settings are saved for your personal user account.In most of the cases the changes can be reset to the default settings that are defined within CRM customizing.
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Personalization: Personalize Tables
User personalization cannot overrule page configuration. That means that user can only personalize tables in the borders of the given configuration. For example they can only show or hide fields, which are already available for the screen.
Tips & Tricks
User should have the possibility to create his own Table Layout (within certain degree of freedom defined in configuration by system experts).
Solution
Business Requirement
Each user can define:• Column to visualize (within the ones
defined as available in configuration)• Column order• Column width• Number of displayed lines
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Personalization: Personalize Home Page
Home page personalization could be deactivated if users must not have this flexibility (e.g. to simplify application maintenance).
Tips & Tricks
User should have the possibility to create their own Home Page Layout (within certain degree of freedom defined in configuration by system experts).
Solution
Business Requirement
Each user can define:
• Assignment Block to visualize (within the ones defined as available in configuration)
• Assignment Block Layout
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• SAP CRM Web UI– Architecture
– …
– UI Configuration
– Personalization
– Additional Features– Transaction Launcher– Task Based UI
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up
Agenda
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Transaction Launcher: Introduction
Transaction Launcher can be used to launch URLs (and BSP transactions from other systems) or BOR transactions of any SAP system.
Steps to follow in order to configure the transaction launcher:
• Define URL Repository (URLs and BSP transactions)
• or Define Logical System and Create BOR Object Type (BOR transactions)
• Configure the Transaction Launcher
– Follow wizard steps
• Integrate the URL into the Navigation Bar
– Define Logical Link ID
– Define Direct Link Group and assign Logical Link
– Assign Direct Link Group to Navigation Bar
– Adjust the definition of Business Role to activate the Logical Link
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• SAP CRM Web UI– Architecture
– …
– UI Configuration
– Personalization
– Additional Features– Transaction Launcher– Tasked Based UI
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up
Agenda
Task Based UI
You can build task-based user interfaces (UIs) to make it easier for users to perform their daily tasks. The user interface dynamically supports users in performing their daily tasks.
• The user interface is structured in several steps.
• Every step represents a small, easy part of the overall task.
• The users are guided through these steps to accomplish their task.
• In the UI configuration, you can select the views that you want to use for the task-based UI.
• You can define the steps of the task-based UI and define the order of these steps. A view can be assigned to every step.
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Task Based UI – Example
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These screenshots show an example for succesive steps of a process dealing with a certain task (flight booking). The current step is highlighted in the topline ‚breadcrumb‘ navigation.
Task Based UI – Configuration• In the configuration you can assign
views to the Task Based UI.• You can easily define the order and
the name of each step.• Additionally, you can define an
optional explanatory text for every step.
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• SAP CRM Web UI– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up
Agenda – Day 1
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Business Layer
Business ObjectGroup of unstructured attributes, which characterize a Business object (e.g. Accounts, Employees, Orders; Activities…). BO can be hierarchically aggregated in order to create an Object Model.
The business layer consists of the:
• Business Object Layer (BOL)The BOL stores data of business objects such as business partners and sales orders, during runtime of a WebClient session. It was implemented to guarantee the separation of the CRM WebClient UI and the underlying business logic.
• Generic Interaction Layer (GenIL)The GenIL handles the data transfer from the BOL to the Application Programming Interfaces (APIs) of the underlying (CRM) business engine (application logic and database tables). In other words, the GenIL connects the BOL to the underlying business logic and database through the Application Programming Interfaces (APIs) of the underlying application (which can be even different from SAP ERP Systems (e.g. SAP ECC, non-SAP,…).
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Business Object Layer and Generic Interaction Layer
Data structures of the BOL hold Business Objects for CRM web client sessions
GenIL Model and Implementation Classes connect BOL to CRM APIs and DB
e.g. SAP ERP, SAP ISU,MS Excel, Siebel…
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Main BOL Business Object Types• Access Object
An access object is a special type of BO, whose ID can be used to determine both its attributes and those of its dependent objects.
• Root ObjectA root object is the superior element within a group of objects that are aggregated to one another in a “parent-children” hierarchy structure. Its ID can be used to determine both its attributes and those of its dependent objects.
• Dependent ObjectA dependent object is a “children” object, whose attributes cannot be determined solely from the ID of this BO, but instead, only or together with the ID of the superior object.
• Search ObjectA query object is a special type of BO whose attributes are the parameters of a search request.
• Dynamic Search ObjectA dynamic query object is a type of BO whose attributes are the parameters of a search request. It is possible to create select options by combining these parameters.
• Search Result ObjectThe result object of a search request is an associated access object at the uppermost level of the hierarchy.
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Business Layer Tools
GENIL_MODEL_BROWSERVisualizes the BOL model and the relations between BOL objects.
GENIL_BOL_BROWSERTest data retrieval from database to BOL through the GENIL.Very useful for testing queries.
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Genil Model Browser
• System “representation” of data binding
• BOL Model Browser enables accessing:
- Underlying BOL model
- Database entities (fields, data elements, domains…) to which UI attributes refers to
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Exercise 2 Genil Model Browser
Unit: Genil Model BrowserTopic: Explore the Genil Model Browser. TX: GENIL_MODEL_BROWSER
At the conclusion of this exercise, you will be able to:• Explore the Genil model via the Genil model browser• Examine the Genil data model and the relations between BOL objects
modeled in the Genil
Additional information:• Answer some questions to the Genil model by using the Genil Model
browser.
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Exercise 3 Genil BOL Browser
Unit: Genil BOL BrowserTopic: Explore the Genil BOL Browser. TX: GENIL_BIL_BROWSER
At the conclusion of this exercise, you will be able to:• Explore the BOL via the Genil BOL browser• Examine and change the values BOL object attributes• Execute queries
Additional Information:• Answer some questions to different BOL objects and queries by using
the Genil BOL browser.
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• SAP CRM Web UI– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up
Agenda
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1. Knowledge checks tie back to learning objectives and key content covered in the day.
2. Knowledge checks are review questions listed on the slide for the participants to answer. Answers should be added to the Faculty Guide (Knowledge Checks section).
3. Knowledge checks occur at the end of each day or can be included at the end of longer topics.
Knowledge Check
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Knowledge Check
Knowledge Check
1. The CRM WebClient is based on a multi-layer architecture on the server side. What are the main Layers?
2. What is the difference between BOL objects and context nodes?
3. Which parts of the GUI are depending on the business role.
4. Name the four parameters by which the configuration of a view is differentiated.
5. How can you find out the technical name of a view?
6. Name the different configuration tools and describe them.
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• SAP CRM Web UI– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A
Agenda
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Lessons Learned
• We have introduced ourselves and exchanged our expectations
• We have now a first understanding of SAP CRM 7.0 functionalities
• We understand which enhancements have been introduced with SAP CRM 7.0
• We can now explain the concept of CRM Web UI• We have now a basic understanding how to configure the UI
and some additional features• We can now explain the purpose and the structure of a
Business Role