C04_BB_ConfigGuide_EN_DE

SAP CRM 7.00

December 2010

English

CRM WebClient User Interface (C04)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM WebClient User Interface (C04) - Configuration Guide

Copyright

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Icons

Icon Meaning

Caution

Example

Note or Tip

Recommendation

Syntax

Typographic Conventions

Type Style Description

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE.

Example text Screen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools.

EXAMPLE TEXT Keys on the keyboard, for example, function keys (such as F2) or the ENTER key.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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Contents

1 Purpose............................................................................................................................. 6

2 Preparation........................................................................................................................ 6

2.1 Prerequisites............................................................................................................6

2.2 Restrictions..............................................................................................................6

3 CRM WebClient UI............................................................................................................7

3.1 CRM WebClient Configuration Scope of SAP BP CRM...........................................7

4 Prerequisites for CRM WebClient Usage...........................................................................8

4.1 Check System Settings............................................................................................8

4.2 HTTP Services.........................................................................................................8

4.2.1 Activating HTTP Services in CRM.......................................................................8

4.2.2 Checking HTTP Services in ERP......................................................................10

5 Business Role Configuration............................................................................................10

5.1 Creating Role Configuration Keys..........................................................................11

5.2 Defining Navigation Bar Profiles............................................................................12

5.3 CRM WebClient UI Business Roles.......................................................................14

5.3.1 Uploading PFCG Roles.....................................................................................14

5.3.2 Defining Business Roles....................................................................................15

6 Profile Setup.................................................................................................................... 18

6.1 Deactivating Work Centers....................................................................................18

6.2 Include/Exclude Logical Links................................................................................19

6.2.1 Including/Excluding Logical Links for a Business Role......................................19

6.3 Deactivating Visible Direct Group Links.................................................................20

6.4 Include/Launch Transactions.................................................................................21

6.4.1 Including SAP GUI Transactions.......................................................................21

6.4.1.1 Prerequisites for SAP GUI Transactions.......................................................21

6.4.1.1.1 Defining RFC Destinations for Method Calls........................................22

6.4.1.1.2 Defining Transaction Launcher............................................................22

6.4.1.1.3 Setting TSTC to Synchronous (CRM)..................................................24

6.4.1.1.4 Setting TSTC to Synchronous (ERP)...................................................24

6.4.1.2 Procedure to Include SAP GUI Transactions (Optional)................................25

6.4.1.2.1 Configuring Transaction Launcher.......................................................25

6.4.1.2.2 Creating Logical Link for Transaction...................................................26

6.4.1.2.3 Assigning Link to Work Center.............................................................27

6.4.2 Including URL Transactions (Optional)..............................................................28

6.4.2.1 Prerequisites for URL Transactions (Example).............................................28

6.4.2.2 Procedure to Include URL Transactions........................................................29

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6.4.2.2.1 Configuring Transaction Launcher.......................................................29

6.4.2.2.2 Creating Logical Link for Transaction...................................................30

6.4.2.2.3 Assigning Link to Work Center.............................................................31

7 Creating Users for WebClient UI......................................................................................32

7.1 Creating System Users..........................................................................................32

7.2 Adapting System Users.........................................................................................33

8 Authorization Setup..........................................................................................................34

8.1 Installing the Profile Generator..............................................................................34

8.2 Authorization Profile...............................................................................................35

8.2.1 Generating Authorizations Profiles....................................................................35

8.2.2 Assigning PFCG Roles to Users........................................................................36

9 Entering the CRM WebClient UI......................................................................................37

10 Personalization of CRM WebClient UI (Optional).........................................................39

10.1 Changing Layout....................................................................................................39

10.2 Personalize Settings..............................................................................................39

10.3 Deactivating Work Center Link Groups..................................................................40

10.4 Shortcuts...............................................................................................................40

10.4.1 Defining Shortcuts.............................................................................................40

10.4.2 Enabling Shortcuts............................................................................................41

10.5 Personalize Table Views.......................................................................................41

10.6 Personalize Overview Pages.................................................................................42

11 UI Configuration using BSP Component Workbench...................................................42

11.1 Adding Fields to Master Data Entry Screens.........................................................42

11.1.1 Maintaining Entry Screen for Employees...........................................................42

11.1.2 Maintaining Entry Screen for Corporate Accounts.............................................43

11.1.3 Maintaining Entry Screen for Contact Persons..................................................44

11.2 Field Deactivation on Views (Optional)..................................................................45

11.2.1 Identifying Component.......................................................................................45

11.2.2 Starting Component Workbench........................................................................46

11.3 Integrate Add-Ins into Homepage (Optional).........................................................47

11.3.1 Creating New Component and View..................................................................47

11.3.2 Integrate the View into your Homepage............................................................48

11.3.2.1 Get the Right Component.........................................................................48

11.3.2.2 Assigning the View to a Component.........................................................48

11.3.3 Adding Functionality..........................................................................................49

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CRM WebClient User Interface (WebClient UI) - Configuration Guide

1 PurposeThis configuration guide provides the information you need to set up the configuration of this building block manually.

2 Preparation

2.1 PrerequisitesBefore starting with the installation of this building block, please have a look at the document Quick Guide to Installing SAP Best Practices for CRM.

The building block CRM WebClient contains all necessary steps which are basic for the configuration of any WebClient UI.

2.2 RestrictionsSAP Best Practices provides predefined Business Roles for CRM WebClient configuration and predefined PFCG roles for setting up an authorization concept.

The Business Roles and PFCG roles are only intended to be used as a template for the Best Practices scenario scope. No guarantee is given for correctness and completeness of these roles. The roles and the assigned authorizations have to be validated and adapted to the specific customer requirements in order to be used in a production system.

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3 CRM WebClient UI

3.1 CRM WebClient Configuration Scope of SAP BP CRM

The CRM WebClient UI consists of the following main UI elements:

The UI elements can be adapted very flexible to the needs of the end users.

The following table describes CRM WebClient UI configuration tasks, tools for configuration and scope of SAP Best Practices configuration.

Task Tool SAP BP CRM Scope

Allow defined UI adaptations for end users

Personalization Exemplarily

Visibility of work centers, work center link group, logical links

Customizing (business role, navigation bar)

Yes

Adaptation of Overview Pages: Position, add, remove, rename fields

UI configuration tool Exemplarily

Create customer-specific fields Easy Enhancement Workbench

No

Enhance components, views etc. BSP Component Workbench No

Define Authorization Authorization Role Maintenance (PFCG)

Exemplarily

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Further information sources regarding WebClient UI configuration:

Installation Guides on the SAP Service Marketplace:www.service.sap.com/crm-inst, SAP CRM 7.0 CRM WebClient UI

SAP Application Help: http://help.sap.com, SAP Business Suite SAP Customer Relationship Management SAP CRM 7.0 -> Application HelpSAP Customer Relationship Management Components and Functions Basic Functions UI Framework and Configuration

SAP CRM trainings: CR580 SAP CRM User Interface, CRM UI Deep Dive Workshops

4 Prerequisites for CRM WebClient Usage

4.1 Check System SettingsPlease consider the following SAP Notes to prepare the WebClient usage:

1144511: System parameters required for CRM WebClient

1244321: Activation of detailed CRM WebClient error analysis during the development phase

824554: ICM timeout errors

790727: Publishing all ITS-objects at the same time

4.2 HTTP Services

4.2.1 Activating HTTP Services in CRM

UseIn this step, you check the activation status of several services which are used by the CRM WebClient UI. In case a service is not activated yet, you need to activate it.

SAP Note 1115493 provides the latest information about mandatory HTTP services for the CRM WebClient UI. Please check this note in addition to the services listed below.

Procedure1. Access the activity using one of the following navigation options:

Transaction code SICF

SAP CRM IMG menu SAP NetWeaver Application Server Internet Communication Framework Configure and Activate HTTP Services Individually

2. On screen Maintain Services choose Execute (F8).

3. Navigate to the service default_host > sap > bc > bsp > sap.

4. Activate this service and all services assigned to this node by choosing Service/Host Activate from the menu.

5. Repeat this activation procedure for service default_host > sap > crm.

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http://help.sap.com/

http://www.service.sap.com/crm-inst


6. In addition activate the following services:

default_host > sap > public > bc > icons

default_host > sap > public > bc > ur

default_host > sap > webcuif

default_host > sap > public > bsp > sap > public > bc

default_host > sap > public > bsp > sap > htmlb

default_host > sap > public > bc

default_host > sap > public > myssocntl

default_host > sap > public > bsp > sap > system

default_host > sap > bc > gui > sap > its (using the filter criterion its for the service in step 3 in order to call CRM SAPGUI transactions from the CRM WebClient)

default_host > sap > bc > contentserver (not using a filter criterion)

After you have activated the contentserver service, you need to create an external alias with contentserver as target element. This is necessary in order to view attachments in the WebClient UI, for example address lists which are generated during campaign management.

For further information, please refer to SAP Note 606745, solution 1. However, use SAP Note 606745 for background information purposes only. The steps described below contain all the necessary configuration steps.

7. Choose External Aliases.

8. On the Maintain external aliases screen mark the entry default_host.

9. Choose Create New External Alias (F5).

10. On the Maintain external alias screen, make the following entries:

Field Entry

External Alias /sap/bc/contentserver

Description 1 /default_host/sap/bc/contentserver

Tab Logon Data

Procedure Required with Logon Data

Client <Enter the client you are working in>

User RFCUSER

Password WELCOME

Security Requirement Standard

Tab Trg Element

Follow the path default_host sap bc mark the entry contentserver and double-click it

11. Choose Save (Ctrl+S).

If you receive a system short dump, when you choose the Trg Element tab, please refer to SAP Note 1042052.

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4.2.2 Checking HTTP Services in ERP

UseIn this step, you check the activation status of several services which are used by the ERP. In case a service is not activated yet, you need to activate it.

SAP Note 517484 provides the latest information about mandatory HTTP services. Please check this note in addition to the services listed below.


Transaction code SICF

SAP ERP IMG menu SAP NetWeaver Application Server Internet Communication Framework Configure and Activate HTTP Services Individually

2. On screen Maintain Services choose Execute (F8).

3. Navigate to the service default_host > sap > bc > gui > sap > its.

4. If necessary activate this service and all services assigned to this node by choosing Service/Host Activate from the menu.


5 Business Role Configuration

UseTo set up the WEBCLIENT UI for the users of the system you need SAP users, authorization roles and business roles. This chapter tells you how to set up authorization roles and business roles for the different users of the CRM WEBCLIENT UI. Using different business roles enables you to tailor the system for its users individually in terms of profiles, screens, set of functionalities and authorizations.

Business Role assignments

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The following profiles are assigned to the business role:

Navigation Bar Profile

o Assignment of work centers, work center link groups, direct link groups and logical links

Role Configuration Key

o Assignment of adapted UI views (e.g. add/move/rename field) by using the UI configuration tool

Technical Profile

o Assignment of specific technical settings, e.g. required for Interaction Center functionality

Layout Profile

Function Profile

o Assignment of additional functional areas, e.g. links that appear in the navigation bar or used reporting framework (SAP BI or Interactive Reporting).

Business role determination for users:

The Business Role is assigned to an Organizational Unit / Position in the Organizational Model and the User/Business Partner (Employee) is assigned to a Position.

The determination of the Business Role evaluates the path User Employee Position/Organizational Unit.

The assignment of Business Roles to Positions in the Organizational model will take place in the building block CRM Organizational Model.

For testing purposes, e.g. Organizational Model has not been configured, a Business Role can be assigned directly to the user. In the user maintenance (transaction SU01) assign Parameter ID CRM_UI_PROFILE with Parameter Value <Business Role Key> on the Parameters tab to the user.In this case, the assignment within the Organizational Model will not be taken into account.

5.1 Creating Role Configuration Keys

UseThe role configuration key is a unique identifier used in the configuration of views for the WEBCLIENT UI. For instance, a view can be configured for a specific configuration key, where fields are removed or renamed compared to the original. This role configuration key is also assigned to the business role to identify the configuration that is to be used for this role. Thus, the role configuration key provides the possibility of a role-dependent view configuration.

Procedure

1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management UI Framework Technical Role Definition Define Role Configuration Key

2. Choose New Entries (F5).

Role Config Key Description

BP_POW_USR BP Power User

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BP_MKT_MAN BP Marketing Manager

BP_MKT_EMP BP Marketing Employee

BP_SLS_MAN BP Sales Manager

BP_SLS_EMP BP Sales Employee

BP_SRV_MAN BP Service Manager

BP_SRV_EMP BP Service Employee

BP_SRV_TEC BP Service Technician

BP_IC_MAN BP Interaction Center Manager

BP_ICA_MKT BP IC Agent Marketing

BP_ICA_SLS BP IC Agent Sales

BP_ICA_SRV BP IC Agent Service

3. Choose Enter, disregard the warning message and then choose Save (Ctrl+S).

5.2 Defining Navigation Bar Profiles

UseWork Centers are the first-level navigation entries in the navigation bar of the CRM WebClient UI. Every first-level menu item has an individual work center page. It contains a set of shortcuts and access to all work center related SAP CRM components.

All relevant Work Centers which you need for a certain role are defined in the Navigation Bar Profile which is assigned to this role. In the Navigation Bar Profile you can add or delete Work Centers.

For SAP Best Practices for CRM we need to define a new navigation bar profile for business role BP_POWERUSER.


Transaction code CRMC_UI_NBLINKS

SAP CRM IMG menu Customer Relationship Management UI Framework Technical Role Definition Define Navigation Bar Profile

2. Highlight standard navigation bar profile SLS-PRO and choose Copy As... (F6).

3. Maintain the following data and press Enter:

Nav Bar Profile Description

BP_POWER_USER BP Power User

4. Choose Enter and confirm the information message.

5. Choose copy all and confirm all confirmation messages (keep Enter pressed).

6. Choose Save (Ctrl+S) and select a customizing request if necessary.

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7. Double-click on Define Work Center in the left-hand Dialog Structure and highlight work center SLS-REPORT and choose Copy As… (F6).

8. Maintain the following data and press Enter:

WorkCenter Title Description

POW-REPORT Reports for Power Users Reports for Power Users

9. Choose copy all and confirm all confirmation messages (keep Enter pressed).


11. Highlight WorkCenter POW-REPORT, double-click on Assign Groups in the left-hand Dialog Structure and assign the following groups. Delete all others.

Group ID Position

ANA-RPT-SR 5

MKT-ACC-RP 80

MKT-CPG-RP 90

MKT-ELM-RP 100

MKT-FIN-RP 110

MKT-LEA-RP 120

MKT-TPM-RP 130

SLS-ACC-RE 10

SLS-ACT-RE 20

SLS-LEA-RE 30

SLS-MAR-RE 70

SLS-OPP-RE 40

SLS-PLA-RE 80

SLS-PRD-RE 50

SLS-SLS-RE 60

SLS-TPM-RP 70


13. Highlight the new profile and double-click on view Assign Work Centers in the left-hand Dialog Structure.

14. Choose New Entries (F5) and select the relevant additional work centers using the input help and enter its future position in the navigation bar.

15. For profile BP_POWER_USER assign the following work centers. Delete all others.

Work Center Position

CT-WORKLST 20

MD-ALL 30

MKT-ALL 40

POW-REPORT 70

REPORT_SCH 80

SLS-ADMIN 50

SLS-HOME 10

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Work Center Position

SRV-CONTR 60

16. Save your entries and choose Back (F3).

17. In case you want to assign additional links to your Work Center Link Groups:Double-click on view Define Work Center Link Groups in the left-hand Dialog Structure and highlight the corresponding Group ID. Double-click on view Assign Links (the one below Define Work Center Link Groups) and choose New Entries (F5). Enter the Logical Link ID and choose Save (Ctrl+S).

ResultA new navigation bar profile with extended work center assignments has been created for business role BP_POWER_USER.

5.3 CRM WebClient UI Business Roles

UseThe purpose of this activity is to copy a standard WebClient UI business role and to assign a new authorization role to it. The WebClient UI business role is designed to centralize the authorizations, navigations, and content of the CRM WebClient UI.

The business roles will be adapted to the Best Practices scenario scope.

Copying business roles and assigning them to the relevant positions (see section Assigning Business Roles to Position) enables you to tighten or widen content available in WebClient UI, to take up roles and to change the navigation.

5.3.1 Uploading PFCG Roles

UseUse this activity to set up authorization roles.

PrerequisitesAll authorization roles being necessary for SAP Best Practices for CRM have been predefined and are provided as file BP_CRM_Roles_<current version>.ZIP, which is attached to the collective note of this SAP Best Practices version (see the BP CRM Quick Guide for detailed information on current version and relevant collective SAP note).

Procedure1. Download and unzip the authorization roles from the relevant SAP note to your local PC

directory (for example, to a local directory: C:\Roles).

2. Access the activity using one of the following navigation options:

Transaction code PFCG

SAP CRM IMG menu Customer Relationship Management UI Framework Business Role Define Authorization Role

3. From the menu choose Role Upload and upload the following composite role from your local directory (e.g., C:\Roles).

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Make sure that in field Encoding on the role selection screen Open you choose the value Unicode(UTF-16BE).

Role ID Name

BP_CRM_COMPOSITE_ROLE SAP Best Practices for CRM - Composite Role

This composite role contains the following relevant single roles:

Role ID Name

BP_POWERUSER BP CRM UIU Power User

BP_MKT_MANAGER BP CRM UIU Marketing Manager

BP_MKT_EMPLOYEE BP CRM UIU Marketing Employee

BP_SLS_MANAGER BP CRM UIU Sales Manager

BP_SLS_EMPLOYEE BP CRM UIU Sales Employee

BP_SRV_MANAGER BP CRM UIU Service Manager

BP_SRV_EMPLOYEE BP CRM UIU Service Employee

BP_SRV_TECHNICIAN BP CRM UIU Service Technician

BP_IC_MANAGER BP CRM UIU Interaction Center Manager

BP_ICAGENT_MKT BP CRM UIU Interaction Center Agent Marketing

BP_ICAGENT_SLS BP CRM UIU Interaction Center Agent Sales

BP_ICAGENT_SRV BP CRM UIU Interaction Center Agent Service

BP_CRM_ECO_ISE_WU_B2B BP Additional Authorizations for SAP_CRM_ECO_ISE_WU_B2B

5.3.2 Defining Business Roles

UseUse this activity to set up business roles.

Procedure


Transaction code CRMC_UI_PROFILE

SAP CRM IMG Menu Customer Relationship Management UI Framework -> Business Roles Define Business Role

2. Copy the business roles one by one as shown in the following table’s Role to Copy column by selecting each role separately and choosing the button Copy As … (F6). When copying choose copy all and fill in the fields as follows (for all other fields the default values have to be taken):

Role to Copy Business Role Description Role Config Key

PFCG Role ID

MARKETING BP_MKT_MAN BP Marketing BP_MKT_MAN BP_MKT_

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Role to Copy Business Role Description Role Config Key

PFCG Role ID

PRO Manager MANAGER

MARKETING PRO

BP_MKT_EMPL BP Marketing Employee

BP_MKT_EMP BP_MKT_ EMPLOYEE

SALESPRO BP_SLS_MAN BP Sales Manager

BP_SLS_MAN BP_SLS_ MANAGER

SALESPRO BP_SLS_EMPL BP Sales Employee

BP_SLS_EMP BP_SLS_ EMPLOYEE

SERVICEPRO BP_SRV_MAN BP Service Manager

BP_SRV_MAN BP_SRV_ MANAGER

SERVICEPRO BP_SRV_EMPL BP Service Employee

BP_SRV_EMP BP_SRV_ EMPLOYEE

SERVICEPRO BP_SRV_TECH BP Service Technician

BP_SRV_TEC BP_SRV_ TECHNICIAN

IC_MANAGER BP_IC_MAN BP IC Manager

BP_IC_MAN BP_IC_ MANAGER

IC_AGENT BP_ICA_MKT BP IC Agent Marketing

BP_ICA_MKT BP_ICAGENT_MKT

IC_AGENT BP_ICA_SLS BP IC Agent Sales

BP_ICA_SLS BP_ICAGENT_SLS

IC_AGENT BP_ICA_SRV BP IC Agent Service

BP_ICA_SRV BP_ICAGENT_SRV

3. Choose Enter, disregard all the warning messages and then choose Save (Ctrl+S).

4. Choose New Entries to create a new role and enter the following entries.Choose then Enter, disregard all the warning messages and then choose Save (Ctrl+S).

Field Name Field Entry

Business Role BP_POWERUSER

Profile Type CRM WebClient Business Role

Description BP Power User

Role Config Key BP_POW_USR

Nav Bar Profile BP_POWER_USER

Layout Profile CRM_UIU_MASTER

Technical Profile DEFAULT

PFCG Role ID BP_POWERUSER

5. Select the Business Role BP_POWERUSER and choose Assign Function Profile.

6. Choose New Entries and enter the following entries:

Function Profile ID Profile Value

CRMUI_MPLAYOUT DEFAULT

CRMUI_NAVBAR BP_POWER_USER

REPORTING_PROF DEFAULT

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Function Profile ID Profile Value

TRANSINBOX SALESPRO

7. Save your entries.

ResultThe assignment of Business Roles to positions in the organizational model will take place in the building block CRM Organizational Model.

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6 Profile Setup

PurposeThe purpose of this activity is to extend or limit the content of the WebClient UI for a particular business role. In order to make available only the content for a user that is required for the user’s business needs, different components of the WebClient UI can be activated or deactivated specifically for a role. Furthermore, the views used in more than one business role may need to be configured role-dependent in order to facilitate the business needs of the users. As all business roles use unique role configuration keys, it is possible to tailor the same view differently for users of different business roles.

For further reference of the names of the individual screen elements see the following picture.

WebClient UI screen areas

6.1 Deactivating Work Centers

UseWork Centers are the first-level navigation entries in the navigation bar of the CRM WebClient UI. Every first-level menu item has an individual work center page. It contains a set of shortcuts and access to all work center related SAP CRM components.

Work Centers can easily be deactivated for all users using a Business Role.

Procedure 1. Access the activity using one of the following navigation options:

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SAP CRM IMG menu Customer Relationship Management UI Framework Business Roles Define Business Role

2. Choose a Business Role.

3. Double-click on Adjust Work Centers in the left-hand Dialog Structure.

4. In order to deactivate a Work Center flag the corresponding Inactive checkbox.


Please see document C04_CRM_WebClient_Navigation_Bar_Profile.xls in order to identify the relevant work centers for the SAP Best Practices business roles.

6.2 Include/Exclude Logical Links

UseLogical links are used to navigate to different parts within the CRM WebClient application. To make logical links available for a business role, links can be grouped into work center link groups and assigned to work centers, which themselves are assigned to the business role via a navigation bar profile in which it is contained. Those logical links available for a role can individually be made visible or not visible in the business role as second level entries in the navigation bar (in the menu) and can be made visible or not visible as links in the work center pages.

The purpose of this activity is to define the visibility of individual logical links available for a business role via work center link groups.

Adding new links to a business role requires the links to be added to work center link groups and work centers or to be assigned to the business role via direct link groups.

6.2.1 Including/Excluding Logical Links for a Business Role

UseUse this activity to set logical links to visible in the business roles either as second level entries in the navigation bar (in the menu) and/or as links in the work center pages.

Procedure Complete the following steps to extend the contents of the business roles:




2. Select the Business Role you want to adjust.

3. Double-click on Adjust Work Center Group Links in the left-hand dialog structure. Set the visibility of the links by flagging the column In Menu to make a link available as second level entry in the navigation bar and/or the column Visible to make a link available in the work center.


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Please see document C04_CRM_WebClient_Business_Roles.xls in order to identify the relevant work center group links for the SAP Best Practices business roles.

Result

You adjusted the business roles with new content.

A complete list with all settings for the Visible Work Center Group Links grouped by business roles, which will be the result when all settings within this guide have been made, is provided in the file C04_CRM_WebClient_Business_Roles.xls.

Apply the steps described above for each business role to manually configure WebClient UI should there be any differences after completing this guide.

6.3 Deactivating Visible Direct Group Links

UseTo make logical links available for a business role in the navigation bar, links can be grouped into direct link groups and be assigned to a navigation bar profile, which itself is assigned to the business role. Those direct links available for a role can individually be made visible or not visible in the business role in the navigation bar.

As an example, the direct link Quotation will be deactivated for the business role BP_SLS_MAN.

Procedure Complete the following steps to limit the content of BP_SLS_MAN.




2. Select Business Role BP_SLS_MAN.

3. Double-click Visible Direct Group Links.

Group ID Logical Link ID Visible Logical Link Title

SLS-CREATE SLS-QUT-CR Quotation


ResultYou deactivated the direct link Quotation on the WebClient UI for business role BP_SLS_MAN.

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6.4 Include/Launch Transactions

UseSAP GUI based and URL transactions can be included in the WebClient UI. The transaction launcher can be used to launch URL’s and BSP / BOR transactions from other systems.

To launch a GUI transaction, a BOR object type with a method EXECUTE that supports synchronous calls is required.

The following SAP Notes have to be considered when using the transaction launcher for calling SAP GUI transactions.

SAP Note # System Component Description

1021222 Target system (ERP, BW)

CRM-IC-ABO Display problems for SAPGUI transactions via ITS (CCMP_RABOX)

1029777 Target system (ERP, BW)

CA-GTF-IC-ABO Launch Transaction to ERP or R/3 system dumps on logon

888931 Source (CRM) CRM-IC-ABO Display problems for SAPGUI transactions via ITS

6.4.1 Including SAP GUI Transactions

Skip the complete section including all its sub-sections, in case SAP CRM is implemented as standalone solution without SAP ERP integration.They describe how to include ERP SAPGUI Transactions, which are used in the integrated SAP Best Practices for CRM scenarios.

If you intend to include certain CRM SAPGUI Transactions for an SAP CRM standalone implementation, you can of course use these sections as a how-to description.

6.4.1.1 Prerequisites for SAP GUI Transactions

UseAn RFC connection the SAP ERP system is required. This connection has already been created in the building block CRM Connectivity.

The access to business transactions from the CRM WebClient UI is administered in the transaction launcher. The screens for BOR based launch transactions are launched through the ITS (Internet Transaction Server) service, which is defined in the transaction launcher. This requires the RFC destination to the target system to be assigned for synchronous calling dialog methods in the target system. To launch an SAP GUI transaction a BOR object type with a method EXECUTE, that supports synchronous calls is required and will also be defined in this activity.

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6.4.1.1.1 Defining RFC Destinations for Method Calls

UseAssign the RFC destination to the target system for synchronous calling dialog methods in the target system.

Procedure 1. Access the activity to assign the RFC destination for synchronous method call using the

following transaction:

Transaction code BD97

SAP CRM IMG Menu SAP NetWeaver Application Server IDoc Interface / Application Link Enabling (ALE) Communication Determine RFC Destinations for Method Calls

2. Choose the logical system corresponding to the target system from the tree and choose button Standard dialog destination to assign the standard RFC destination for dialog calls for the ERP system.


Receiver/server <logical system>(Name as defined previously, typically <ERP system ID>CLNT<client>, e.g., RS5CLNT213)

RFC destination for dialog calls

<RFC destination><Name as defined previously>, typically <ERP system ID>CLNT<client>, e.g. RS5CLNT213

3. Save your settings.

6.4.1.1.2 Defining Transaction Launcher

UseUse this activity to define the logical system and the URL’s for the transaction launcher, which sets the access to business transactions from the CRM WebClient UI. As the screens for BOR based launch transactions are launched through the ITS (Internet Transaction Server) service, the URL to the ITS service needs to be assigned to the logical system associated with the target system, where the transaction is called.

Procedure 1. Define logical system and assign ITS URL (if it has not been defined yet)

Transaction code CRMS_IC_CROSS_SYS

SAP CRM GUI menuInteraction Center ® Interaction Center WebClient ® Administration ® System Parameters ® Define Transaction Launcher Logical Systems and URLs

2. Delete all existing entries in this table.

3. Create two new entries (for the relevant CRM and ERP system) with the following values.

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Field Name Field Entry Details

CRM system

Mapped Logsys <Logical system> Enter the logical system defined for the connected CRM system used in the previous step (for example, CRMCLNT213)

Logical system <Logical system> Select the logical system defined for the connected CRM system used in the previous step (for example, CRMCLNT213)

ITS Client <ITS client> The ITS client is the system client where the launch transactions are executed(for example, 213)

URL of ITS <URL> Points to the system where the launch transactions are executed (see note 888931):

ERP system

Mapped Logsys <Logical system> Enter logical system defined for the connected ERP system used in the previous step (for example, ERPCLNT213)

Logical system <Logical system> Select logical system defined for the connected ERP system used in the previous step (for example, ERPCLNT213)

ITS Client <ITS client> The ITS client is the system client where the launch transactions are executed(for example, 213)

URL of ITS <URL> Points to the system where the launch transactions are executed (see note 888931):

How to get the URL of ITS:

<http://<host>:<port>/sap/bc/gui/sap/its/webgui/!?~transaction=IC_LTXE& ~okcode=ICEXECUTE>

For example, http://uscirs5.wdf.sap.corp:8077/sap/bc/gui/sap/its/webgui/!?~transaction=IC_LTXE&~okcode=ICEXECUTE

For calls to the ERP system use the parameter value IC_LTXE as stated above. For calls to the CRM system use the parameter value IC_LTX in the URL.

The host name can be derived from the message server of the underlying ERP or CRM system.

The port can be determined as follows:

Call transaction SMICM in the ERP or CRM system.

Choose Goto Services.

From the Active Services list choose the port for the HTTP service.

Alternatively the server and port of the ITS can be found as follows:

Call transaction SE80.

Choose Utilities Settings.

Choose tab Internet Transaction Server.

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http://uscirs5.wdf.sap.corp:8077/sap/bc/gui/sap/its/webgui/!?~transaction=IC_LTXE&~okcode=ICEXECUTE

http://uscirs5.wdf.sap.corp:8077/sap/bc/gui/sap/its/webgui/!?~transaction=IC_LTXE&~okcode=ICEXECUTE



ResultLogical system and the URLs for the transaction launcher, which sets the access to business transactions from the CRM WebClient UI, have been defined for the CRM and the ERP system.

6.4.1.1.3 Setting TSTC to Synchronous (CRM)

UseThis step sets the method EXECUTE of the BOR object type TSTC (transaction) to support synchronous calls.

Procedure 1. Access the activity using the following navigation option:

Transaction code SWO1

SAP CRM GUI menuArchitecture and Technology ® ABAP Workbench ® SAP Business Workflow -> Definition Tools -> Application Integration ® Business Object Builder

2. Enter TSTC as Object/Interface Type.

3. Choose Change and confirm the information message.

4. Open the folder Methods and select method Transaction. Execute with double-click.

5. Set the checkbox Synchronous on tab General.

6. Choose Continue (Enter).

7. Generate the object by choosing Generate (Ctrl+F3).

6.4.1.1.4 Setting TSTC to Synchronous (ERP)

UseThis step sets the method EXECUTE of the BOR object type TSTC (transaction) to support synchronous calls.

Procedure 1. Access the activity using the following navigation option:

Transaction code SWO1

SAP ERP GUI menuTools ® ABAP Workbench ® Development ® Business Object Builder

2. Enter TSTC as Object/Interface Type.

3. Choose Change and confirm the information message.

4. Open the folder Methods and select method Transaction.Execute with double-click.

5. Set the checkbox Synchronous on tab General.

6. Choose Continue (Enter).

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7. Generate the object by choosing Generate (Ctrl+F3).

6.4.1.2 Procedure to Include SAP GUI Transactions (Optional)

UseThe following sections describe via an example how to include an ERP transaction into the WebClient.

6.4.1.2.1 Configuring Transaction Launcher

UseFor each GUI transaction to be called, a transaction launcher needs to be configured.

The following SAP GUI transactions will be made accessible from the CRM WebClient.

Transaction Source System Field Entry

MMBE ERP Stock Overview


Transaction code CRMC_UI_ACTIONWZ

SAP CRM IMG menu Customer Relationship Management UI Framework Technical Role Definition Transaction Launcher -> Configure Transaction Launcher

2. Enter the following data in the steps of the Wizard (if not offered by the input help, enter directly):


Screen 1 – Introduction (Continue)

Screen Entries

Launch Trans. ID YBP_ERP_TX_MMBE

Component Set ALL

Screen Technical Details

Description ERP Transaction MMBE

Class Name<give an own name for the class which does not exist already in the system>

Stateful

Raise Veto

Screen Further Technical Details

Transaction Type A – BOR Transaction

Logical System <Logical system for ERP defined for the transaction launcher in the previous step> (e.g., RS5CLNT213)>

BOR Object Type TSTC

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Method Name EXECUTE

Screen Transaction Parameters

Parameter Object Key

Value MMBE

Screen Activity Clipboard Integration

Parameter <Leave it blank>

Screen Complete

Choose Complete

6.4.1.2.2 Creating Logical Link for Transaction

UseThis activity defines logical links to be used in the CRM WebClient UI. A logical link is defined for each transaction assigning the corresponding transaction launcher as parameter.

Procedure Create direct link for the transaction and make it available on the WebClient UI for a specific business role.




2. Choose view Define Logical Links and create a new link with the following details(for necessary title translation choose menu path Goto Translation):


Logical Link ID YB-TX-MMBE

Type C Launch Transaction

Target ID EXECLTX

Parameter YBP_ERP_TX_MMBE

Parameter Class CL_CRM_UI_LTX_NAVBAR_PARAM

Icon Name (optional)

Title (EN) Stock Overview

Title (DE) Bestandsübersicht

Title (ES) Resumen de stocks

Title (FR) Synthèse des stocks

Title (PT) Visão geral de estoques

Title (RU) обзор запасов

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Title (ZH) 库存总览

Title (TR) Stoka genel bakış

Title (NL) Voorraadoverzicht

Title (IT) Riepilogo stock

Title (CS) Přehled zásob

Title (PL) Przegląd zapasów

Title (DA) Beholdningsoversigt

Title (FI) Varastotilanne

Title (JA) 在庫状況照会

Title (NO) Beholdningsoversikt

Title (SV) Lageröversikt

Title (HE) סקירת מלאי

Title (KO) 공급업체에 제공한 자재 재고

Title (HU) Készletáttekintés

Title (RO) Imagine generală stocuri

Description (EN) analogous to <title>


4. Choose view Define Work Center Link Groups.

5. Select the following Group ID and in view Assign Links assign the new links:

Group ID Logical Link ID Position

SLS-PRD-RE YB-TX-MMBE


6.4.1.2.3 Assigning Link to Work Center

UseTo make the logical links available for a business role, the links are assigned to work center link groups, which themselves are assigned to work centers.





3. Choose Adjust Work Centers Group Links and set the following records to “visible”:

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Work Center ID

Group ID Logical Link ID In Menu Visible

SLS-REPORT SLS-PRD-RE YB-TX-MMBE


ResultYou added a new link to the WebClient UI for holders of business role BP_SLS_MAN with which you can start an ERP transaction.

6.4.2 Including URL Transactions (Optional)

UseThe following sections describe via an example how to include a Web page into the WebClient.

You can skip this section with all its sub-sections, if you don’t want to integrate any Web page into the CRM WebClient.

6.4.2.1 Prerequisites for URL Transactions (Example)

UseIn order to run URL transactions, the URL to run has to be defined in the URL repository.

Procedure 1. Define URL in the URL repository

Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Basic Functions Transaction Launcher Define URLs and Parameters

2. Choose Maintain and create a new entry.

3. Setup of URL Based Launch Transaction


URL ID Y_STOCK_QUOTES

Description Stock Quotes

Request Method Get

Non-BSP URL

URL www.quote.com


Result

You have entered the URL for your Web page.

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6.4.2.2 Procedure to Include URL Transactions

6.4.2.2.1 Configuring Transaction Launcher

UseThis activity configures the transaction launcher required to call the URL from the WebClient UI.


Transaction code CRMC_UI_ACTIONWZ

SAP CRM IMG menu Customer Relationship Management UI Framework Technical Role Definition Transaction Launcher Configure Transaction Launcher

2. Enter the following data:


Screen 1 – Introduction (Continue)

Screen 2

Launch Trans. IDY_STOCK_QUOTES(= URL_ID from section Prerequisites for URL Transactions)

Component Set ALL

Screen 3

DescriptionStock Quotes(= Description from section Prerequisites for URL Transactions)

Class NameCL_Y_STOCK_QUOTES(= “CL” + <Launch Trans. ID>)

Stateful Set flag only if Web page has to be displayed in a new window

Raise Veto

Screen 4

Transaction Type B URL Transaction

URL IDY_STOCK_QUOTES(= URL_ID from section Prerequisites for URL Transactions)

Screen 5

Parameter <Leave is blank>

Screen 6

Parameter <Leave is blank>

Screen 7

Choose Complete

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6.4.2.2.2 Creating Logical Link for Transaction

UseThis activity defines a logical link to be used in the CRM WebClient UI. The corresponding transaction launcher for the URL is assigned as parameter.

Procedure Create direct link YB-UR-STOCK and make it available on the WebClient UI under Reporting for business role BP_SLS_MAN.




2. Double-click on view Define Logical Links and create a new link with the following details(for necessary title translation choose menu path Goto Translation):


Logical Link ID YB-UR-STOC

Type C Launch Transaction

Target ID EXECLTX

ParameterY_STOCK_QUOTES(= Launch Trans. ID from section Configuration Transaction Launcher)

Parameter Class CL_CRM_UI_LTX_NAVBAR_PARAM

Icon Name (optional)

Title (EN)Stock Quotes (= Description from section Prerequisites for URL Transactions)

Title (DE) Aktienkurse

Title (ES) Cotizaciones de bolsa

Title (FR) Cours de la bourse

Title (PT) Cotações de ações

Title (RU) котировки акций

Title (ZH) 股票报价

Title (TR) Hisse senedi

Title (NL) Aandelenkoersen

Title (IT) Quotazioni di borsa

Title (CS) Kurzy akcií

Title (PL) Notowania giełdowe

Title (DA) Aktiekurser

Title (FI) Osakekursseja

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Title (JA) 株価

Title (NO) Aksjekurser

Title (SV) Aktiekurser

Title (HE) מחירי מניות

Title (KO) 주식 시세

Title (HU) Tőzsdéről

Title (RO) Cotaţii bursiere

Description Stock Quotes (analogous to <Title>)

3. Double-click on view Define Work Center Link Groups.

4. Select the Group ID listed in the next step and double-click on view Assign Link

5. Choose New Entries and assign the following logical link:


Group ID SLS-MAR-RE

Logical Link ID YB-UR-STOC

Position <empty>


6.4.2.2.3 Assigning Link to Work Center

UseAssign the logical link to a work center link group to make it available for a business role.

Procedure Complete the following steps to extend the content of business role BP_SLS_MAN.





3. Double-click on view Adjust Work Center Group Links and set the following record:

Work Center ID

Group ID Logical Link ID

In Menu Visible Logical Link Title

SLS-REPORT

SLS-MAR-RE YB-UR-STOC Stock Quotes


Result

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You added a new link to the WebClient UI for holders of business role BP_SLS_MAN. This link runs the BW Report Incoming Orders (ERP).

If you would like to call a different report, only the InfoCube and the query variable in the URL have to be changed.

7 Creating Users for WebClient UI

7.1 Creating System Users

UseThese system users are only intended to be used for accessing the CRM system exclusively via the CRM WebClient.

For technical reasons, like setting up organizational structure or editing its hierarchy, there is a need for a power user. The power user holds all the business content available in CRM WebClient UI. As power users are not necessarily assigned in the organizational model, the business role is assigned to the user by directly.

These system users will be assigned to employees in the Building Block CRM Organizational Model.

ProcedureCreate the following system users:

User Last Name First Name Function

SALES_DIR Seller Peter Sales Director

SALES_MAN Stone Jennifer Sales Manager

SALES_EMPL Curtis Michael Sales Employee

MKT_MAN Richard Melanie Marketing Manager

MKT_EMPL Lion Richard Marketing Employee

SERV_MAN Reval Ryan Service Manager

SERV_EMPL Lee Barbara Service Employee

SERV_TECH Carter Matthew Service Technician

IC_MAN Lucata Angela IC Manager

IC_AGENT_MKT Dean Michelle IC Agent Marketing

IC_AGENT_SAL Coltman Julie IC Agent Sales

IC_AGENT_SRV Anderson Ann IC Agent Service

IC_AGENT_SUP Best Peter IC Agent Support

POWER_USER User Power Configuration User

1. To create a new system user, choose one of the following navigation options:

Transaction code SU01

SAP CRM GUI menu Architecture and Technology System Administration User Maintenance Users

2. In the User field, enter the system user name.

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3. Choose Create (F8).

4. Enter the following data:

Field Name Entry

Address tab page

Last name <last name of user>

First name <first name of user>

Function <any description> (optional)

E-mail <E-mail address> (optional)

Parameters tab page (Only for user POWER_USER!)

Parameter ID CRM_UI_PROFILE

Parameter Value BP_POWERUSER

Logon data tab page

Initial password initial

Repeat password initial

User type Dialog

Roles tab page

Role Empty (Assignment takes place in section Authorization Setup)

Profiles tab page

Profile Empty


ResultThe system users are now created in the CRM system.

7.2 Adapting System Users

UseWith this activity you change the initial password of each of the new system users with the first system logon.

For recommendations regarding security for system users please see:http://help.sap.com SAP NetWeaver 7.1 System Configuration and Administration Security Guide

Procedure1. The password for the new system users is still an initial value.

Log on to the CRM system with these users one after another and change the initial password initial to the new password welcome.

Result

© SAP AG of 50

http://help.sap.com/


The SAP Best Practices Business Process Documentation for the scenarios expects the password welcome for these users.

8 Authorization Setup

PurposeThe SAP authorization concept protects transactions, programs, and services in SAP systems from unauthorized access. On the basis of the authorization concept, the administrator assigns authorizations to the users that determine which actions a user can execute in the SAP system, after he or she has logged on to the system and authenticated himself or herself.

To access business objects or execute SAP transactions, a user requires corresponding authorizations, as business objects or transactions are protected by authorization objects. The authorizations represent instances of generic authorization objects and are defined depending on the activity and responsibilities of the employee. The authorizations are combined in an authorization profile that is associated with a role. The user administrators then assign the corresponding roles using the user master record, so that the user can use the appropriate transactions for his or her tasks.

SAP CRM uses the Business Role concept in the WebClient UI as a central object for controlling the navigation bar, the logical links and the authorizations for users.The business role is assigned to an organizational unit in the Organizational Model.The user is assigned to an organizational unit as well.The business role is assigned to an authorization profile via a PFCG role.

UseSAP Best Practices for CRM facilitates the definition of an authorization concept by providing preconfigured business roles with navigation bars and logical links adapted to the SAP Best Practices scenario scope. In addition, predefined PFCG roles tailored to the Business Role scope can be used to automatically create the corresponding authorization profiles.

All authorization profiles can be adapted according to the necessary requirements and the authorization concept that has to be realized, respectively.

8.1 Installing the Profile Generator

UseThis transaction is used to fill the customer tables of the Profile Generator the first time the Profile Generator is used, or update the customer tables after an upgrade.

Procedure1. Access the activity using the following navigation option:

Transaction code SU25

If you have used the Profile Generator in an earlier release and want to compare the data with the new SAP defaults after an upgrade choose Information about

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this transaction for a detailed description; otherwise proceed with the following step.

2. Choose action Installing the Profile Generator Initially Fill the Customer Tables.

3. Confirm the information message.

8.2 Authorization Profile

UseThe predefined SAP Best Practices PFCG roles uploaded into the system in section Uploading PFCG Roles already have authorization object assignments suited to the scope of the Best Practices Business Roles.

The authorization profiles provided by SAP Best Practices must not be used in a production system because completeness and correctness can not be guaranteed.These profiles are only intended to be used as a starting point for the definition of a customer-specific authorization concept.

If this authorization does not apply to your project, you should restrict the rights of the user according to your internal authorization guidelines. Please see SAP Note 0338537 for some guidelines.

8.2.1 Generating Authorizations Profiles



2. In field Role enter single role BP_* (see list of roles below) and choose Change.

3. On tab Authorizations choose button Expert mode for Profile Generation.

4. Select option Edit old status and choose Execute.

5. Choose Save and confirm the default profile name.

6. Choose button Generate.

7. Choose Back (F3) twice.

8. Repeat these steps for all single roles being listed here:

Single value

BP_* (all 13 single roles which have been uploaded with composite role BP_CRM_COMPOSITE_ROLE)

SAP_CRM_OR_* (all single roles existing)

SAP_CRM_UIU_FRAMEWORK

SAP_PCC_ERMS_ADMIN

Result

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The profiles of all necessary single authorization roles have been generated.

8.2.2 Assigning PFCG Roles to Users

UseThe SAP Best Practices PFCG roles have to be assigned to the users.



SAP CRM IMG menuCustomer Relationship Management UI Framework Business Role Define Authorization Role

2. Enter role BP_MKT_EMPLOYEE and choose Change.

3. Choose tab User.

4. Enter user MKT_EMPL in field UserID and choose enter.

5. Choose User Comparison.

6. Choose Complete Comparison.

7. Choose Save.

8. Repeat these steps for the following assignments of users to roles:

System User Role Assignments

POWER_USER SAP_CRM_UIU_FRAMEWORKSAP_CRM_OR_ADMINSAP_CRM_OR_USER BP_POWERUSER

MKT_MAN SAP_CRM_UIU_FRAMEWORKSAP_CRM_OR_ADMINSAP_CRM_OR_USERBP_MKT_MANAGER

MKT_EMPL SAP_CRM_UIU_FRAMEWORKSAP_CRM_OR_USER BP_MKT_EMPLOYEE

SALES_DIR SAP_CRM_UIU_FRAMEWORKSAP_CRM_OR_ADMINSAP_CRM_OR_USER BP_SLS_MANAGER

SALES_MAN SAP_CRM_UIU_FRAMEWORKSAP_CRM_OR_ADMINSAP_CRM_OR_USERBP_SLS_MANAGER

SALES_EMPL SAP_CRM_UIU_FRAMEWORKSAP_CRM_OR_USER BP_SLS_EMPLOYEE

SERV_MAN SAP_CRM_UIU_FRAMEWORKSAP_CRM_OR_ADMINSAP_CRM_OR_USERBP_SRV_MANAGER

SERV_EMPL SAP_CRM_UIU_FRAMEWORKSAP_CRM_OR_USERBP_SRV_EMPLOYEE

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System User Role Assignments

SERV_TECH SAP_CRM_UIU_FRAMEWORKBP_SRV_TECHNICIAN

IC_MAN SAP_CRM_UIU_FRAMEWORKSAP_PCC_ERMS_ADMIN

SAP_CRM_OR_USERBP_IC_MANAGER

IC_AGENT_MKT SAP_CRM_UIU_FRAMEWORKBP_ICAGENT_MKT

IC_AGENT_SAL SAP_CRM_UIU_FRAMEWORKBP_ICAGENT_SLS

IC_AGENT_SRV SAP_CRM_UIU_FRAMEWORKBP_ICAGENT_SRV

IC_AGENT_SUP SAP_CRM_UIU_FRAMEWORKBP_ICAGENT_SRV

In case of authorization problems when running the CRM WebClient please use the document CRM Web UI: Analyzing Authorization Problems attached to SAP Note 1244321 as guidance.

9 Entering the CRM WebClient UI

Use The purpose of this activity is to describe how to access the WebClient UI.

Procedure Access from SAP GUI:

1. Choose Transaction CRM_UI

2. On the logon screen, choose a user, e.g. POWER_USER with password welcome.

3. The CRM WebClient UI language is automatically determined from the Web Browser settings. To change the language for the Internet Explorer:

Choose Tools → Internet Options

Choose Languages

Make sure that the required language is listed on the first position in the Languages list.

Access via URL

The CRM WebClient UI can also be accessed using a Uniform Resource Locator (URL). The URL of the CRM WebClient UI has the following structure (default configuration):

http://<Host Name>.<Domain Name>.<Extension>:<Port Number>/sap/bc/bsp/sap/ crm_ui_frame/default.htm

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For example: http://vmw1234.wdf.sap.corp:50010/sap/bc/bsp/sap/crm_ui_frame/default.htm

Host Name, Domain Name and Extension can be derived from the message server of the underlying CRM system.

The port can be determined as follows:

1. Call transaction SMICM.

2. Choose Goto → Services.

3. From the Active Services list choose the port for the HTTP service.

ResultYou have set up access to the CRM WebClient UI and logged on with one of the defined users possessing the assigned business role.

© SAP AG of 50


10Personalization of CRM WebClient UI (Optional)

10.1 Changing Layout

UseYou can adjust the design of the WebClient UI according to your individual preferences. There are a couple of pre-defined skins which you can choose for the user interface. Besides it is possible to change the font size.

Procedure1. Log on to the WebClient UI as described in section Entering the CRM WebClient UI with

your user and password.

2. Navigate to the Personalize Layout dialog screen:

SAP CRM WebClient menu Personalize Personalize Layout

3. Change skin and text size according to your preferences.

4. Choose Save.

ResultYou have assigned a new skin and text size to your WebClient UI.

10.2 Personalize Settings

UseIf the user prefers a different way to display date and time than the general settings, it is possible to adjust the settings.



2. Navigate to the Personalize Layout dialog screen:

SAP CRM WebClient menu Personalize Personalize Settings

3. From the dialog box you can change Time Zone, Decimal Notation, Date Format and Time Format. The values of these fields here correspond with those in transaction SU01.

4. Choose Save.

ResultYou adjusted the date and time settings according to your needs.

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10.3 Deactivating Work Center Link Groups

UseWork center link groups within a work center page can be deactivated by the user directly on the WebClient UI. If some of them are not relevant, they can be removed by personalization for the logged-on user. It is also possible to remove fields from views in other work center pages by personalization. Personalization is user-specific.

Procedure 1. Log on to the WebClient UI and navigate to your Work Center Home Page where you

want to change the Work Center Link Groups.

2. Click the Personalize icon (small rectangle-shaped/pencil icon (depends on your skin)) on the top-right corner of the work center page.

3. In the shown screen you can decide for each Work Center Link Group in the corresponding dropdown list box to replace it by another one or do not display this Link Group anymore (by selecting the blank entry from the dropdown box).

4. Choose Save.

ResultOnly the necessary Work Center Link Groups are displayed.

10.4 Shortcuts

UseShortcuts help to quickly navigate to or focus on a specific frequently used object. Instead of clicking several times for navigation, you can use a combination of keys to directly navigate to the target.

10.4.1 Defining Shortcuts



SAP CRM IMG menuCustomer Relationship Management UI Framework Business Roles Define Business Role

2. Mark the business role for which you want to define shortcuts.

3. Double-click on Define Keyboard Shortcuts.

4. Click on New Entries.

5. From the input help, choose the IDs for which you want to enter the shortcuts.

6. Enter the key combination for your shortcuts by choosing the right key from the list and checking the box for the additional key (Alt, Ctrl, Shift or Esc).

7. Click Save.

8. Click Back.

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ResultYour defined shortcuts can be used in the WebClient UI.

10.4.2 Enabling Shortcuts



2. Navigate to the Personalize Shortcuts dialog screen:

SAP CRM WebClient menu Personalize Personalize Shortcuts

3. Choose the entry from the list for which you want to create a shortcut and define the combination.

4. Choose Save.

ResultYou added shortcuts for your frequently used objects.

10.5 Personalize Table Views

UseYou can personalize table views in order to display exactly the columns with information you currently need. This accelerates searches and makes the employee’s work more efficient.



2. Navigate to the table view which you want to personalize.

3. Click the Personalize icon on the top-right corner of the table view.

4. In the Personalization dialog box you can decide whether columns should be hidden (available columns) or shown (displayed columns). Exchange the columns by highlighting a column and clicking the corresponding arrow.

5. Define the width of the displayed columns by changing the percentage in the table displayed columns.

6. In the upper part of the dialog box it is possible to define how many lines are shown in the result list on one page.

7. Choose Save.

ResultYou have changed the displayed columns in the table view.

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10.6 Personalize Overview Pages

UseOn the different overview pages you can adjust the displayed assignment blocks as well as the table view within the assignment blocks.



2. Navigate to the overview page which you want to personalize (e.g. for Corporate Accounts).

3. Click the Personalize icon on the top-right corner of the overview page.

4. In the Personalization dialog you can decide whether assignment blocks should be displayed or hidden. Exchange the assignment blocks by highlighting the entry and clicking on the arrow.

5. Choose Save.

6. Click the Personalize icon on the top-right corner of an Assignment Block. You can decide whether columns should be hidden or displayed. Exchange the columns by highlighting a column and clicking the corresponding arrow.

7. In the upper part of the dialog box it is possible to define how many lines are shown in the result list on one page.

8. Choose Save.

ResultYou have adjusted the overview pages according to your preferences.

11UI Configuration using BSP Component Workbench

11.1 Adding Fields to Master Data Entry Screens

11.1.1 Maintaining Entry Screen for Employees

UseThe database field Grouping in the view Employee has to be added in the view as this field is hidden in the SAP CRM standard entry screen.

Procedure

1. Open the User Interface (UI) Configuration Tool.

Transaction code BSP_WD_CMPWB

SAP CRM GUI menu Architecture & Technology Configuration Access BSP WD Workbench

2. In field Component enter value BP_EMPL and choose Display.

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3. In the Component Structure Browser of component BP_EMPL select the view Component Views BP_EMPL/EmployeeDetails. Open this view with double-click.

4. Select tab Configuration.

5. Connect to the host server with your CRM system user and password.

6. Choose Choose Configuration and select the single existing SAP standard configuration having Config Key <DEFAULT> and Component Usage <DEFAULT> with double-click.

7. Choose Copy Configuration and choose YES on the confirmation screen.

8. Now you can decide on which level the adapted view will be visible. Typically the view changes have to be visible on the level of a Business Role. In this case you have to select an existing Role Config. Key, i.e. BP_POW_USR and choose Continue.

9. Choose button Display <-> Change to switch from Display to Change mode and select a customizing request if necessary.

10. Choose Show Available Fields.

11. In the application area first highlight the field after which the new field shall be inserted (e.g., after field Language).

12. In the Available Fields area, highlight the field EMPLOYEE Grouping and then choose the button “+” (Add Field).

13. You can repeat these steps with a second new field, e.g. EMPLOYEE Nationality.

14. Choose Save.

ResultIf you go back to the Component Structure Browser of component BP_EMPL open the view Component Views BP_EMPL/EmployeeDetails with double-click. Choose Choose Configuration.You can see the new customer configuration having Config Key BP_POW_USR.

11.1.2 Maintaining Entry Screen for Corporate Accounts

UseThe database field Grouping in the view BP:HEAD/AccountDetails has to be added in the view as this field is a hidden field in the SAP CRM standard.

Procedure

1. Open the User Interface (UI) Configuration Tool.


SAP CRM GUI menu

Architecture & Technology Configuration Access BSP WD Workbench

2. In the field Component enter the value BP_HEAD and choose Display.

3. In the Component Structure Browser of component BP_HEAD, select the view Component Views BP_Head/AccountDetails. Open this view with double-click.


5. Confirm the logon with your CRM user and password

6. Choose Edit to switch into Change mode.

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7. Confirm the Customizing request.


9. Highlight the field HEADER Grouping (left side) and highlight the field ID in group General Data (right side).

10. Choose the button “+” (Add Field) on the left hand side of the screen.

11. Choose Save to save your entries.

12. Choose Choose Configuration.

13. Select entry with Config Key <DEFAULT>, Component Usage <DEFAULT>, Object Type BP_ACCOUNT and Object Subtype INDIVIDUAL with double-click.


15. Highlight the field HEADER Grouping and highlight the field ID in group General Data.

16. Choose the button “+” (Add Field) on the left hand side of the screen.


11.1.3 Maintaining Entry Screen for Contact Persons

UseThe database field Grouping in the view Contact has to be added in the view as this field is a hidden field in the SAP CRM standard.

Procedure1. Open the User Interface (UI) Configuration Tool.


SAP CRM GUI menu

Architecture & Technology Configuration Access BSP WD Workbench

2. In the field Component enter the value BP_CONT and choose Display.

3. In the Component Structure Browser of component BP_CONT, select the view Component Views BP_CONT/ContactDetails. Open this view with double-click.


5. Confirm the logon with your CRM user and password.

6. Choose Edit to switch to Change mode.


8. Choose Show Available Fields and click on the field, below which you want to insert the new field (e.g. Language).

9. Open the folder HEADER and highlight the field Grouping. Then choose the button “+” (Add Field) on the left hand side of the screen.

10. Now highlight the currently entered field Grouping in order to place a second field below.

11. In folder HEADER highlight field Search Term 1 and choose the button “+” (Add Field) on the left hand side of the screen.


13. Choose view BP_CONT/ContactQuickCreateEF with double-click.


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15. Choose Choose Configuration and select the context with the following values with double-click:Component Name: BP_CONTPage: CONTACTQUICKCREATEEFConfig Key: <DEFAULT>Component Usage: <DEFAULT>Object Type: BP_CONTACTObject Subtype: CONTACT_CREATIONStd. Conf.: X

16. Choose Edit to switch into Change mode.


18. Choose Show Available Fields and click on the field below which you want to insert the new field (e.g. Language).

19. Open the folder BUILHEADER and highlight the field Grouping. Then choose the button “+” (Add Field) on the left hand side of the screen.

20. Now highlight the currently entered field Grouping in order to place the second field below.

21. In folder BUILHEADER highlight field Search Term 1 and choose the button “+” (Add Field) on the left hand side of the screen.


11.2 Field Deactivation on Views (Optional)

UseThe purpose of this chapter is to demonstrate how a screen can be modified if you have a requirement for it. Otherwise you can move to the next chapter.

Fields can be displayed, removed or renamed on WebClient UI views. This can be achieved using the Component Workbench. The first step to change a screen is to identify which view you want to change. When working with the WebClient UI you can press F2 to get technical information on the view you’re working with. In order to get the component and view name, press F2 while positioned in one of the fields.

As an example some changes will be done for the Account Management / Account Search page for business role BP_SALES_MAN.

11.2.1 Identifying Component

UseIn order to change a view, first identify the view and its technical information needed to make the changes in the Component Workbench.

Procedure You can identify the component you’re working with by following the next steps.

1. Log on as Power User (user POWER_USER, password welcome) and navigate to the account search.

SAP CRM WebClient menu Account Management Accounts

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2. Click on any of the search input fields in the view Search criteria.

3. Press F2.

4. You can note the following information:

Component name BP_HEAD_SEARCH

View name MainSearch

Role Key (Searched for): <DEFAULT>

Comp. Usage (Searched for): Search

11.2.2 Starting Component Workbench

UseUse the Component Workbench to make changes to the Account Search for the business role of the sales manager.

Procedure Using the component workbench you can edit views.

1. Start the component workbench using the following transaction:


SAP CRM Menu Architecture and Technology -> Configuration -> Access BSP WD Workbench

2. Enter BP_HEAD_SEARCH as component.

3. Choose Display.

4. Select the Browser Component Structure on the left hand side and navigate to Component Views BP_HEAD_SEARCH/MainSearch and select the view with double-click.

5. Choose the Configuration tab. If asked for a logon to the SAP Web Application Server, fill in your logon data.

6. Choose Copy Configuration and choose Yes to confirm the message Caution: The saved version of the configuration will be copied. Continue?. Enter the following data:

Role Config Key BP_SLS_MAN

Component Usage Search

7. Choose Enter.

8. Edit the fields, rename, remove or add some by using the controls provided for you.


10. Log on to WebClient UI with a user holding the role BP_SLS_MAN (e.g. user SALES_MAN, PW welcome) and check the Account Management / Account Search page.

Result

You edited the Account Management / Account Search page for the users holding the role BP_SLS_MAN. You created a new screen as copy of the original and it is stored under your unique role configuration key for BP_SLS_MAN. When the Account Management / Account

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Search page loads, it searches for your Role Configuration Key and loads the edited page automatically.

11.3 Integrate Add-Ins into Homepage (Optional)

PurposeSAP CRM offers you to integrate views of other components into your homepage. By this it is possible to define access to external add-ins (e.g. weather forecast) in this component and add them to your homepage.

11.3.1 Creating New Component and View

UseIn this section you define a new view which can be added to the homepage.



SAP CRM IMG menu Customer Relationship Management UI Framework UI Framework Definition Configure User Interface

2. In the field Component enter a name for a new component (e.g. Z_HP_EXT) and click Create.

3. Enter a description and a window name and click Continue.

4. If prompted choose a package and save.

5. In the Browser Component Structure right-click on Windows and choose Create. A wizard is displayed.

6. Choose Continue.

7. On the following screen enter a name for your window (e.g. ZWeatherWindow) and click Continue.

8. Leave all upcoming screens empty and finish the wizard.

9. If prompted choose a package and save.

10. Right-click on Views and choose Create. A wizard is displayed.

11. Choose Continue.

12. On the next screen enter a name for your view (e.g. ZIFrame).

13. Do no changes on the following screens and finish the wizard.

14. Click on Runtime Repository Editor.

15. Choose Edit.

16. Expand the Windows section. Right-click on the name of the window you just added (e.g. Z_HP_EXT/ZWeatherWindow) and choose Add View.

17. Choose your component (e.g. Z_HP_EXT) in the field BSP Application and your view (e.g. ZIFrame) in the field View.

18. Click Continue.

19. Right-click on Component Interface and choose Add Interface View.

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20. In the field Mapped to Window choose your Window (e.g. Z_HP_EXT/ZWeatherWindow) and click Continue.

21. Choose Save.

11.3.2 Integrate the View into your Homepage

UseIn this section you map your created view to your homepage.

11.3.2.1 Get the Right Component

UseIn order to map the view to the right component you first need to find out which is the right component.

Procedure1. Log on to the CRM WebClient with your user (e.g. SALES_EMPL).

2. Access the homepage using the following navigation:

SAP CRM WebClient menu Home

3. Click and hold one object in the Work Area on the right-hand side. Press F2.

4. A window Technical Data is displayed. The respective component can be found in the field component (e.g. WCC_SLS_HOME) as well as the respective view (e.g. Sales Home).

11.3.2.2 Assigning the View to a Component

UseAssign your view to the component.



SAP CRM Menu Architecture and Technology ® Configuration ® Access BSP WD Workbench

2. In the field Component enter the name of the component, which you looked up in the previous section (e.g. WCC_SLS_HOME) and click Display.

3. Click on Runtime Repository Editor.

4. Click on Change.

5. Confirm the warning if prompted.

6. Add a component usage by right-click on Component Usages. Choose Add Component Usage and enter an ID (e.g. Weather), your newly created component as Used Component (e.g. Z_HP_EXT) and the corresponding Interface View (e.g. Z_HP_EXT/ZWeatherWindow).

7. Click Continue.

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8. Expand the ViewSet which you looked up in the previous section (e.g. WCC_SLS_HOME/SalesHome).

9. Navigate to the ViewArea, right-click on ViewArea and choose Add View.

10. In the field BSP Application enter the name of the component which you created in section Create new component and view (e.g. Z_HP_EXT). In the field View choose the view which you created (e.g. Weather.Z_HP_EXT/ZWeatherWindow).

11. Choose Continue.

12. Click Continue.

13. Click Save.

14. If prompted choose the right transport request.

15. Click on Component Structure Browser.

16. Navigate to the newly created view and click on the Configuration tab in the work area on the right-hand side.

17. If prompted, enter your user and password.

18. Click on Display <-> Change.

19. You should now see your new view in the table Work Center Page Available Assignment Blocks. Mark the respective row and click one of the arrows below to add the view either to the Left Visible Column or the Right Visible Column.

20. Enter a title for your View.

21. Click on Save.

ResultYou have added a (blank) view to your homepage.

11.3.3 Adding Functionality

UseAdd functionality to your view.

The source code for functionalities like weather forecast or search engines is not delivered by SAP. For integrating the functionality in the following activity you need to have the code for your intended functionality available.



SAP CRM Menu Architecture and Technology ® Configuration ® Access BSP WD Workbench

2. In the field Component enter the name of your new component (e.g. Z_HP_EXT) and click Display.

3. Expand Views and mark the view.

4. The following steps depend on the functionality you want to add. Here we show you an example on how to add a JavaScript application like a weather forecast.

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5. On the structure tab of the right-hand side Work Area double-click on the HTML page of your View Layout (e.g. ZIFrame.htm).

6. Click on Display <-> Change.

7. Enter the source code for your add-in.

8. Choose Save.

9. Choose Back.

ResultThe Add-In was added to your homepage and can be used.

If your Add-In is not displayed on your homepage, this might be caused by a personalized homepage. Click on the Personalize icon of the respective homepage and click on the button Restore to Default. Afterwards the Add-Ins are displayed.

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C04_BB_ConfigGuide_EN_DE

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