SAP CRM Fundamentals SAP CRM Web UI

SAP CRM Fundamentals: Refer notes

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SAP CRM WebUI SAP CRM WebUI

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Web UI Architecture

Interaction center WebUI

SAP CRM Fundamentals: Refer notes

SAP CRM WebUI SAP CRM WebUI

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Web UI Architecture

Interaction center WebUI

SAP CRM Fundamentals: Refer notes

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UI components

Generic interaction Layer and Business Object Layer.

Contents :

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Purpose Explain the technical concepts and Architecture used by the CRM web client UI

,Such as Business Server Pages (BSP’s) 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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8Some 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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9To 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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A UI Component is the bundle of views ,view sets etc. that logically belong to each other.

Component Workbench

A UI Components can be edited in the component workbench.T-Code :BSP_WD_CMPWB

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11The model of the CRM web client BSP’s consists of context and context nodes that link the fields of a view to underlying.

Visible Model View- Controller (MVC)

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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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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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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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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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Event Handler, Inbound and outbound plugs are methods of the controller class.

Navigation Between views

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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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21 - 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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- 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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The framework is always started with a Component set.

Component Sets

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

BOL and GenIL: Tools

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

BOL Browser

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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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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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LetMeTransactions

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.

SAP CRM WebUI SAP CRM WebUI

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Web UI Architecture

Interaction center WebUI

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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, logicallinks, 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 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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Account Identification Functions

SAP CRM Fundamentals: Refer notes

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Account Identification-Mixed Secenario

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Business Partners in Transactions

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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 > Business Roles > Define Organizational Assignment

Transaction: PPOMA_CRM Assign infotyp: Goto >

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.

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Assign Business Role to Organizational Unit in UISelect Business Role from drop down list and Assign.

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IC Webclient Functions and profiles:Overview

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Configuration of Functional Profiles IMGCRM IC WebClient Master Data Define Account

Identification Profiles

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Account Identifiction Profile

IMGCRM IC WebClient Master Data Define Account Identification Profiles for Multiple Business Partner

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Business Transaction Profiles

IMGCRM IC WebClient Business Transaction Define Business Transaction Profiles

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Define Agent Inbox Profile

IMGCRM 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

Account and related partners Search result Lists and Interaction history

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Account Identification – Account

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Account Identification – Objects

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Account Identification Profile-Mixed Scenario

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Account Identification Profile - Relationships

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CRM Business Transactions in UI

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Transaction type selection via Dialog Box

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Transaction with fixed Transaction Type

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Integration of CRM Web Client UI Components

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CRM Web Client Business Transaction with fixed transaction type

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Integration of CRM Web Client Overview Page

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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:

1.Define Business Role E.g. ZIC_AGENT 2.Assign to Organizational Unit Org Unit 3.Define Account Identification Profile E.g. ZDEFAULT4.Assign to Navigation Bar Profile (Work Center) 5.Assign Function profiles to Business Role 6.Define Business Transaction profiles E.g. ZDEFAULT7.Assign to Function profiles to Business Role E.g. IC_BT8.Define Inbox Profiles (Agent Inbox Profile) E.g. DEFAULT – 19.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

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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 7.0As 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