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SAP CRM Fundamentals

SAP CRM Web UI

SAP CRM Fundamentals: Refer notes

Created by: Suryamani Kumar, SAP CRM, December 2010

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Web UI Architecture

SAP CRM WebUI

Interaction center WebUI

SAP CRM Fundamentals: Refer notes

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Web UI Architecture

SAP CRM WebUI

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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Some of the views of the web client are persistent others views are selected

and changed dynamically thought web client session.

Views of CRM Web Client

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To find out the name of the UI Component and view place your cursor in an

editable field and Press F2.

Identify Component and view

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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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The 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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- 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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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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LetMe Transactions

BSP_WD_CMPWB Component Workbench

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Web UI-Architecture - Unit Summary

Describe the role of the UI Components in the framework.

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

Explain the technical architecture of the SAP CRM User interface.

State the basics of the Model view controller concept.

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

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Web UI Architecture

SAP CRM WebUI

Interaction center WebUI

SAP CRM Fundamentals: Refer notes

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Definition

The Interaction Center Web Client, as part of SAP Customer

Relationship Management (SAP CRM), provides tools to

ensure efficient and consistent customer service by collaboration

and communicating with customers over various channels. It

supports agents and managers who are involved with the interaction

center.

IC Agent

Agent can handle inbound or outbound service, sales, or marketing

transactions using the phone, e-mail, fax, or the Web. They can

process business transactions such as quotations, sales tickets and

service tickets, and enhance their productivity by using alerts,

scripting, and a solution search. All relevant account information is

available to them in once location, such as account data, order status

and product-related information.

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Use

The Interaction Center supports all CRM strategies, such as;

Sales: processing of sales transactions, opportunities, product

proposals

Service: e-mail processing and workflow, solution database, service

transitions

Marketing: campaigns, call lists, product proposals.

In addition, the Interaction Center supports multi-channel

communication:

Telephone: incoming and outgoing calls, call lists, CTI (computer

telephony integration) connation

E-mail, fax, SMS

Internet: inclusion of Internet and intranet pages, co-browsing, call-

me-back, Web chat, Web telephony.

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Challenges

Customizing Process of IC Web Client Business Role

New Functionalities Available In Account I identification:

Accounts

Employee details

Install Base

Objects

Customizing Process of Account Identification Functions using

Account Identification profiles

New Transactions types added in IC Web Client Business

Transactions

ERP Quotation in

ERP Sales Order

ERP Sales Contract

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IC WebClient Functions & Profiles

IC Web Client Business Roles

Configuration of IC Web Client Functions

Account Identification

Business Transactions

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Interaction Center Configuration

SAP CRM Fundamentals: Refer notes

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IC Web Client Business Roles

Business roles to control the navigation bar, logical

links, and user authorizations.

SAP CRM Fundamentals: Refer notes

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Interaction Center Specific Business Roles

IC Agent IC Manager IT Service Desk Agent Shared Service C

SAP CRM Fundamentals: Refer notes

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IC Web Client Functions & Profiles

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

the Web client.

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

to change

Create the new profile by copying an existing profile that more or less matches

your requirements.

Account Identification Profile

Agent Inbox Profile

Business Transactions Profile

The business transaction profile controls which CRM business transaction

type is liked to the navigation bar buttons.

Assing Functional Profiles to Business Role

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Features in Account Handling

Business Partner Relationship Handling

This feature enables agents to chose the relevant relationship type from a list when

searching or creating related business partners in the Interaction Center.

Mixed Account Identification

The mixed business partner search is an account identification scenario that allows

searching for both consumers and contact persons in organizations.

Index Based Search

The index-based business partner search offers a tool to build indices that speed up

the search for business partners in the IC Web Client.

Address validation and duplicate check

Address validation and duplicate check is offered in the IC Web Client to support

address maintenance.

Account Identification View Set: Customizability

This feature makes the content of the upper right view of the account identification

view set replaceable – the area where business objects related to the business

partner can be determined.

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Account Identification Functions

SAP CRM Fundamentals: Refer notes

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Account Identification-Mixed Secenario

SAP CRM Fundamentals: Refer notes

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Business Partners in Transactions

SAP CRM Fundamentals: Refer notes

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Configuration of Business Roles

SAP CRM Fundamentals: Refer notes

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Business Role Customization

Transation code CRM_UI_PROFILE

Business Role Dettails

SAP CRM Fundamentals: Refer notes

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Assign Business Role to Organizational Unit

Configuration:

IMG Path: Customer Relationship

Management > 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.

SAP CRM Fundamentals: Refer notes

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Assign Business Role to Organizational Unit in UI

Select Business Role

from drop down list

and Assign.

SAP CRM Fundamentals: Refer notes

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IC Webclient Functions and profiles:Overview

SAP CRM Fundamentals: Refer notes

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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

SAP CRM Fundamentals: Refer notes

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Account Identification – Account

SAP CRM Fundamentals: Refer notes

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Account Identification – Objects

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Account Identification Profile-Mixed Scenario

SAP CRM Fundamentals: Refer notes

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Account Identification Profile - Relationships

SAP CRM Fundamentals: Refer notes

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CRM Business Transactions in UI

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Transaction type selection via Dialog Box

SAP CRM Fundamentals: Refer notes

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Transaction with fixed Transaction Type

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Integration of CRM Web Client UI Components

SAP CRM Fundamentals: Refer notes

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CRM Web Client Business Transaction with fixed transaction type

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Integration of CRM Web Client Overview Page

SAP CRM Fundamentals: Refer notes

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Let Me

Transactions

CRMC_UI_PROFILE Define Business Roles

CRMC_UI_NBLINKS Define Navigation Bar

Profile

PPOMA_CRM Define Organizational

Assignment

Define Account

Identification Profile

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Let Me

Task:

1.Define Business Role E.g. ZIC_AGENT

2.Assign to Organizational Unit Org Unit

3.Define Account Identification Profile E.g. ZDEFAULT

4.Assign to Navigation Bar Profile (Work Center)

5.Assign Function profiles to Business Role

6.Define Business Transaction profiles E.g. ZDEFAULT

7.Assign to Function profiles to Business Role E.g. IC_BT

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

9.Assign to Function profile E.g. IC_INBOX

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Interaction Cent Screen Shot

SAP CRM Fundamentals: Refer notes

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Account Fact Sheet

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CRM Business Transactions In IC

In Index

Business

Transactions

SAP CRM Fundamentals: Refer notes

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Unit Summary

Explain the process of customizing IC Web Client functions

Use Wizards supporting the Configuration

Create a new Account Identification profile

Create a new Business Transaction profile

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New Features in CRM 7.0

As of SAP CRM 7.0 it is also possible to use Account Identification (Enhanced)

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

enhanced. IC agents can now do the following:

• Customize searches in account identification

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

• Determine the sequence in which these partner functions are displayed

• Map the partner functions of confirmed business partners to the existing

partner functions in business transactions and the interaction record

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

Business Transactions in the Interaction Center (Enhanced)

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

been integrated into the Interaction Center (IC):

• CRM Sales Order

• ERP Sales Order

• ERP Quotation

• ERP Sales contract

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

Problem

• Request for Change