SAP CRM Web UI

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SAP CRM Web UI SAP CRM Web UI Web UI Architecture

Web UI Architecture

• 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). Contents:

Contents:

 UI components

 Generic interaction Layer and Business Object Layer.

Purpose 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 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 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).

Architecture Architecture

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

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UI Components Summary UI Components Summary

 Describe the role of the UI components in the framework.

 Get a basic understanding of the model view controller concept.

Architecture Architecture

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GenIL and BOL

GenIL and BOL summarysummary

 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.

Customization Customization

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Web UI-Architecture - Unit Summary Web UI-Architecture - Unit Summary

 Describe the role of the Describe the role of the UI Components in the framework.UI Components in the framework.

 Get a basic understanding of the model Get a basic understanding of the model view controller view concept.view controller view concept.

 Explain the technical architecture of the Explain the technical architecture of the SAP CRM User interface.SAP CRM User interface.

 State the basics of tState the basics of the Model view controller concept.he Model view controller concept.

Work with the system tools: BOL Browser and GenIL Model Browser. Work with the system tools: BOL Browser and GenIL Model Browser.

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Interaction center WebUI Interaction center WebUI

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 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.

Use 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. Challenges Challenges

 Customizing Process of IC Web Client Business Role

 New Functionalities Available In Account I identification:

 Accounts

 Employee details

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 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

IC WebClient Functions & Profiles IC WebClient Functions & Profiles

 IC Web Client Business Roles

 Configuration of IC Web Client Functions

 Account Identification

 Business Transactions

 The Interaction Center supports all CRM The Interaction Center supports all CRM strategies, such as:strategies, such as:

 Sales: processing of sales transactions, opportunities, product proposalsSales: processing of sales transactions, opportunities, product proposals

 Service- e-mail processing and workflow, solution Service- e-mail processing and workflow, solution database, service transactionsdatabase, service transactions

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 The standard SAP CRM system contains a number of predefined business roles for differentThe standard SAP CRM system contains a number of predefined business roles for different

CRM users. The business roles include: CRM users. The business roles include:

 MARKETINGPRO (Marketing)MARKETINGPRO (Marketing)

 SALESPRO (Sales)SALESPRO (Sales)

SERVICEPRO (Service) SERVICEPRO (Service)

 ECO-MANAGER (Web channel)ECO-MANAGER (Web channel)

 ANALYTICSPRO (Analyses)ANALYTICSPRO (Analyses)

 CHM-CM/ CHM-PM (partner Channel Management)CHM-CM/ CHM-PM (partner Channel Management)

 IC-AGENT /IC-MANIC-AGENT /IC-MANAGER / IC_SSAGER / IC_SSC_AGENT (InteractioC_AGENT (Interaction n Canter)Canter)

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 The standard SAP CRM system contains a The standard SAP CRM system contains a number of predefined business roles for differentnumber of predefined business roles for different

CRM users. The

CRM users. The business roles include:business roles include: IC Specif

IC Specific ic Business Business RolesRoles

 IC _AGENTIC _AGENT – –Interaction Center AgentInteraction Center Agent

 IC_AUTO-Interaction Center Agent AutoIC_AUTO-Interaction Center Agent Auto

 IC_ITSDAGENIC_ITSDAGENT-IT Service T-IT Service Desk AgentDesk Agent

 IC_LOY_AGENT-LoIC_LOY_AGENT-Loyalty Prof IC yalty Prof IC AgentAgent

 IC_MANAGER-IC ManagerIC_MANAGER-IC Manager

 IC_SSC_AGENTIC_SSC_AGENT – –Shared Service Center AgentShared Service Center Agent

 IC-AGENT /IC-MANIC-AGENT /IC-MANAGER / IC_SSAGER / IC_SSC_AGENT (InteractioC_AGENT (Interaction n Canter)Canter)

 A number of other industry- specific or partially industry-specific rolesA number of other industry- specific or partially industry-specific roles

IC Web Client Functions & Profiles 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 Features in Account Handling

Features in Account Handling

 Business Partner Relationship 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 -Mixed Account Identification - The mixed business partner search is an account identification

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 Index Based Search -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 - Address validation and duplicate check is offered in

the IC Web Client to support address maintenance.

 Account Identification View Set: Customizability -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.

 Account identificatin allows agents to search for and identify, display, change and createAccount identificatin allows agents to search for and identify, display, change and create

accounts, their related partners as well

accounts, their related partners as well as related objects like registered products. SAP CRMas related objects like registered products. SAP CRM Interaction Center WebClient offers many powerful features that enable fast,

Interaction Center WebClient offers many powerful features that enable fast, flexible andflexible and easy-to-use account identification.

easy-to-use account identification.

 This mixed business partner search is a new account This mixed business partner search is a new account identification scenario that allows aidentification scenario that allows a

search for both consumers and contact people in organizations. search for both consumers and contact people in organizations.

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 The new business partner search for the The new business partner search for the account identification in the IC WebClient supportsaccount identification in the IC WebClient supports

searching for people who are consumers and/or contact people in organizations. searching for people who are consumers and/or contact people in organizations.

 You can define in which You can define in which partner functions the identified customer, or if necessary, the contactpartner functions the identified customer, or if necessary, the contact

person and the Interaction Center agent, should use in

person and the Interaction Center agent, should use in the business transaction.the business transaction.

 This way, one communicatin partner can occur with different partner This way, one communicatin partner can occur with different partner functions in differentfunctions in different

transactions in the WebClient. transactions in the WebClient.

 A business roles in general controls the SAP CRM A business roles in general controls the SAP CRM WebClient UI features and functions.WebClient UI features and functions.

 Functional profiles like PARAMETERS or PERSONALIZATION are also Functional profiles like PARAMETERS or PERSONALIZATION are also relevant for usersrelevant for users

working with th

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 A business roles in general controls the SAP CRM A business roles in general controls the SAP CRM WebClient UI features and functions.WebClient UI features and functions.

 Functional profiles like PARAMETERS or PERSONALIZATION are also Functional profiles like PARAMETERS or PERSONALIZATION are also relevant for usersrelevant for users

working with th

working with the standard SAe standard SAP CRM WebClient P CRM WebClient UI.UI.

Users and business roles have to be

Users and business roles have to be assigned to a position within the organizational model. Eachassigned to a position within the organizational model. Each Position can have exactly one „Business Role“

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Transaction code CRM_UI for assessing Busine

Transaction code CRM_UI for assessing Business Role (IC _Agent) ss Role (IC _Agent) Enter User ID and PasswordEnter User ID and Password

 Assigning a business Role to an organizational UnitAssigning a business Role to an organizational Unit

 The final step in The final step in the configuration assign the Web Client business role to an the configuration assign the Web Client business role to an organizationalorganizational

level, either an organizational unit or

level, either an organizational unit or a position in the organizational Model.a position in the organizational Model.

 The IC Web Client The IC Web Client business role stores the Customizing of an agent. It is business role stores the Customizing of an agent. It is connected to theconnected to the

agent as an SAP HCM Infotype. An

agent as an SAP HCM Infotype. An infotype describes and defines different attributes orinfotype describes and defines different attributes or characteristics for objects.

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 The IC Web Client The IC Web Client business role is a collection of functions customized in the business role is a collection of functions customized in the detail profiles fordetail profiles for

the Web Client. the Web Client.

 First you need to find out First you need to find out which of the profiles is cwhich of the profiles is controlling the function that you want toontrolling the function that you want to

change. In this case, you want t

change. In this case, you want to change the behavior within account identification.o change the behavior within account identification.

 Create the new profile by Create the new profile by copying and existing profile that more or less matches yourcopying and existing profile that more or less matches your

requirements. requirements.

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 IC agents can use this IC agents can use this part of the Interaction Center part of the Interaction Center (IC) to identify accounts in (IC) to identify accounts in different waysdifferent ways

(such as by name, company, or product)

(such as by name, company, or product) and to get and to get an overview of an account.an overview of an account.

 Account identification is controlled through the Account Identification Profile which can beAccount identification is controlled through the Account Identification Profile which can be

defined in C

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 Using the mixed scenario allows the agent to Using the mixed scenario allows the agent to decide whether to accept the person decide whether to accept the person calling ascalling as

main business partner (B2C) or as

main business partner (B2C) or as a contact person of a a contact person of a company.company.

 It is possible for agents to cIt is possible for agents to choose the relevant relationship type from a list hoose the relevant relationship type from a list when searching orwhen searching or

creating related business partners in the IC WebClient. creating related business partners in the IC WebClient.

 Using this customizing allows you to explicitly include or exclude relationship types withinUsing this customizing allows you to explicitly include or exclude relationship types within

account identification. account identification.

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 It is possible to activate dialog It is possible to activate dialog boxes when creating business transactions within Interactionboxes when creating business transactions within Interaction

Center Webcleint. Center Webcleint.

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 Using Navigation Bar profile customizing it is possible to include standard CRM WebClient UIUsing Navigation Bar profile customizing it is possible to include standard CRM WebClient UI

Components like the Account Overview page into the IC

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 This slide shows the detailed settings necessary to include an This slide shows the detailed settings necessary to include an Overview page to the ICOverview page to the IC

WebClient navigation bar. The account overview page is used as

WebClient navigation bar. The account overview page is used as an example.an example.

 Parameter transfer can be realized by a Parameter transfer can be realized by a specific setting within the definition of thespecific setting within the definition of the

corresponding logical link. corresponding logical link. Let Me

Let Me Transactions Transactions CRMC_UI_PROFILE

CRMC_UI_PROFILE Define Define Business Business RolesRoles CRMC_UI_NBLINKS

CRMC_UI_NBLINKS Define Define Navigation Navigation Bar Bar ProfileProfile PPOMA_CRM

PPOMA_CRM Define Define Organizational Organizational AssignmentAssignment Define Account Identification Profile Define Account Identification Profile

Task: Task: 1.

1. Define Define Business Business Role Role E.g. E.g. ZIC_AGENTZIC_AGENT 2.

2. Assign Assign to to Organizational Organizational Unit Unit Org Org UnitUnit 3.

3. Define Define Account Account Identification Identification Profile Profile E.g. E.g. ZDEFAULTZDEFAULT 4.

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5.

5. Assign Function profiles to Business RoleAssign Function profiles to Business Role 6.

6. Define Define Business Business Transaction Transaction profiles profiles E.g. E.g. ZDEFAULTZDEFAULT 7.

7. Assign to Function pAssign to Function profiles rofiles to Business Role Eto Business Role E.g. IC_BT.g. IC_BT 8.

8. Define Define Inbox Inbox Profiles Profiles (Agent (Agent Inbox Inbox Profile) Profile) E.g. E.g. DEFAULTDEFAULT – – 1 1 9.

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Unit Summary

Unit Summary

 Explain the process of customizing IC Web Client functionsExplain the process of customizing IC Web Client functions

 Use Wizards supporting the ConfigurationUse Wizards supporting the Configuration

 Create a new Account Identification profileCreate a new Account Identification profile

Create a new Business Transaction profile Create a new Business Transaction profile

New Features in CRM 7.0 New Features in CRM 7.0

As of SAP CRM 7.0 it is also possible to use As of SAP CRM 7.0 it is also possible to use

 Account Identification (Enhanced)Account Identification (Enhanced)

• As of CRM 7.0 account identification in the interaction center (IC) has beenAs of CRM 7.0 account identification in the interaction center (IC) has been

enhanced. IC agents can now do t

enhanced. IC agents can now do the following:he following:

• Customize searches in account identificationCustomize searches in account identification

• Define a list of Define a list of partner functions that can be used partner functions that can be used to confirm business partnersto confirm business partners

• Determine the sequence in which these partner functions are Determine the sequence in which these partner functions are displayeddisplayed

• Map the partner functions of confMap the partner functions of confirmed business pairmed business partners to the existing rtners to the existing partnerpartner

functions in business transactions and the interaction record functions in business transactions and the interaction record

• Define the sequence of the relationship types that Define the sequence of the relationship types that appear in the search criteriaappear in the search criteria

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• As of CRM 7.0, As of CRM 7.0, the following standthe following standard CRM WebClient businesard CRM WebClient business transactions haves transactions have

been integrated

been integrated into the into the Interaction Interaction Center (IC):Center (IC):

• CRM Sales OrderCRM Sales Order

• ERP Sales OrderERP Sales Order

• ERP QuotationERP Quotation

• ERP Sales contractERP Sales contract

• Service Order, Complaint, Lead, Service Order, Complaint, Lead, Case, Opportunity, Service request/Incident ,Case, Opportunity, Service request/Incident ,

Problem Problem

Figure

Updating...

References

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